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1、标准操作程序SERVING DRINKS酒水服务 Task Number:BQT-0038Department: F&B BanquetingDate Issued: Nov. 2007Guest Expectation: I expect that a standard style of serving drinks is in place at functions and cocktail parties.我希望在活动和鸡尾酒会中的酒水服务是有一流标准的Time to Train: 1 hourWhy is this task important for you and our guest
2、s?为什么这项任务对我们的客人和你是如此重要？Answers: 回答 1. To maximize guests satisfaction可以满足客人的最大期望值2. To minimize wastage减少损耗3. To maximize revenue in cash bar situations在现金酒吧时最大限度的增加收入WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题1) General Information for Cocktail Party Serving 鸡尾酒会服务总章1. Room and Servic
3、e staff should be ready 30 minutes prior to function.房间和服务员在活动前30分钟准备好2. At least 15 minutes food for buffet line to be placed on buffet table.食品要在最少15分钟内在自助餐台上摆放好3. F & B attendant are all located on their respective stations.餐饮服务员在各自的位置准备好 4. Remove food covers upon banquet manager direction.揭开食品的
4、遮盖在宴会部经理的指导下5. During receptions, keeps area as clean as possible by picking dirty china, glassware and linen.在接待期间保持好区域的清洁尽可能地收走脏的盘子、杯子和布草6. Check floor for any paper or garbage.检查地面上的纸张和垃圾7. Always prepare your tray by having 5 6 different types of drinks on the tray plus service napkins.经常在你的托盘中放
5、置好56种不同的饮料和餐巾纸Why should everything be ready 30 minutes prior?为什么所有的要在30分钟前准备好？ Why should the F&B attendants be located on their stations?为什么餐饮服务员要在各自的岗位上？Why should you always pick up soiled china- and glassware?什么你要经常地收走脏的盘子和杯子？ Why should you check the floor?为什么你要检查地面？Why so many types of drinks
6、? 为什么要用托盘放置饮料？2) During Cocktail Parties 鸡尾酒会期间1. Always offer full trays (i.e. if a special drink is requested, go to the bar; re-fill your tray with the standard drinks and the one special drink).时常让你的托盘是满的（例如：如果有特别的酒水要求，到酒水服务台去用一杯特别酒水和其它的标准的酒水装满你的托盘）2. Stack your drink trays with like drinks toge
7、ther. This way the required drink can be easily taken by the guest. Tallest glasses should be nearest to you for greater safety.堆叠你的饮料在托盘里，这样客人很容易拿到，高的杯子要尽可能地靠近自己这样才安全3. The tray must be turned so that the required drink is nearest to the guest. 托盘要是反转过来的这样这样便于客 人接近4. If a drink is requested which y
8、ou are not carrying, your reply should be “Certainly Sir/Madam, I will come right back with your drink”. On returning to kitchen always-collect empty glasses.如果客人要的饮料你正好没有，你要回答：“当然，先生/女士，我将去拿来你要的饮料”到厨房去拿到你要的饮料5. When taking the guests order for a drink, an appropriate manner for eg. “Excuse me sir/m
9、adam, would you care for a drink”.当问客人饮料的时候我们要有合适的方法，例如“打扰一下，先生/女士，需要来点什么饮料吗？”Why are full trays necessary?为什么要在托盘里放满必须的酒水？How should I stack my tray? 我该怎样堆叠托盘？What happens if a guest asks for a drink which is not on your tray? 如果客人向你要的酒水在你的托盘里没有，你该怎样回答？6. Drinks are served with cocktail napkins all
10、owing the guest to more easily hold the cold drink.酒水服务的时候要裹上餐巾纸让客人在拿到冻的酒水的时候更容易一些7. Always be aware of what drinks are available and those, which are not. i. This information is obtained during the briefing meeting. If a spirit is requested when spirits are not available, the reply is “Im sorry sir
11、/madam, we only have beer, wine, and orange juice available this evening” 始终要知道哪些酒水是有的，哪些是 没有的I 这些信息的获得来自于班前会 如果雪碧被客人点单但是我们又没可用的，这样回答：“我很 抱歉，先生/女士，我们今晚只有啤酒，红酒和橙汁可供选择”8 .Guest Observation:i. When serving drinks, be aware of the guests face and expression as you walk around. ii. Check each guests glas
12、s as you go, and where empty, offer replenishment. iii. Guests may be trying to catch your attention so you must always be aware and alert.How do I approach a guest carrying a tray? 我该怎样拿着托盘靠近客人？Why are napkins used with drink service? 为什么在酒水服务的时候要用餐巾纸？What should I be noticing about guests/ 为什么我要时刻
13、注意客人？观察客人：i 当服务酒水、来回巡视的时候，要留意客人的面部表情ii 尽可能地观察客人的杯子，如果空了，将它添满 iii 客人可能随时会需要你的帮助， 你必须随时留意9. A new glass is used for each new drink; however there will be occasions where drinks may be topped up via jugs and bottles. Always listen to your shift leader with regards to service during a cocktail reception
14、. 干净的杯子用来装新的酒水；可是有些酒水是不用换杯子的可以用扎壶和瓶子来倒满它；在鸡尾酒会期间要时常按照你的主管的指示来做NOTE: Dont Over-serve a Guest. If the guest already has a half glass dont offer him/ her another. 注意：不要给客人过度服务。如果客人已经有装着半杯酒水的杯子不要给他/她另一杯Excessive offerings of canopes and beverages can be distracting to a guest in conversation with anothe
15、r. 在做小吃和酒水服务的时候，不要过度和频繁地在客人交谈的时候打扰客人Service should be discreet, not over bearing! 服务的时候要小心，不要过度的去和客人挤在一起3) Cleaning During Cocktail Parties 鸡尾酒会中的清洁1. The tidy-as-you-go method is necessary during cocktail parties.在整个鸡尾酒会期间你要使用走到哪里就清洁、整理到哪里2. If you are offering drinks, empty glasses may be collecte
16、d on your way back to the bar or picked up and placed in correct racks.在你给酒水时，空的杯子你要收回到酒水服务台或者把它装回到正确的杯筐中去3. Always pick up glasses from the base of the glass - never with your fingers inside the glass.收走杯子的时候只能拿杯子的底部决不能让你的手指拿到杯子里面去4. Always clear onto a drink tray.时常保持你的托盘的清洁5. Ashtrays must always
17、 be checked and changed.烟灰缸要时常保持清洁和及时更换6. Plates and forks, which are used, must also be cleared.盘子和叉子，如果使用过，一定要清洁或者更换7. These are found mainly on cocktail tables and on buffet tables.主要是在鸡尾酒桌上和自助餐台上找到以上的这些东西What method do we use when serving at cocktail parties? Why? 什么服务的方法是我们在鸡尾酒会上要使用的？为什么？ How d
18、o we perform this method? 我们怎么完成这个方法？What is special about collecting glasses? 什么是你收走杯子的时要特别注意的？8. It is essential to keep all tables free from dirty plates and forks.让桌子上没有脏的盘子和叉子是很必要的9. Scrap bowls must also be replaced with cleaner ones regularly. 要用更干净的晚来替换用过的碗4) Serving Drinks during a Meal: 在用
19、餐期间的酒水服务：1. As soon as the pre-dinner drinks session is over, wait help are to move directly to their tables.尽快地准备好酒水后，直接地将它们放置在桌子上2. Wine is offered to all guests.红酒要给到所有的客人3. Move around the table offering drinks to the ladies first.在围绕桌子服务酒水的时候要女士优先4. Pour the wine around the entire table and tak
20、e individual orders for special drinks (i.e. mineral water, soft drinks, spirits or beer). 将红酒倒入所有桌上的酒杯里同时也要关注客人其它要求的酒水（例如，矿泉水，软饮料，雪碧或啤酒）5. Fulfil all of your tables special requests for beverages at one time. 在同一时间内要满足你的桌子上的所有的其它酒水要求 6. Therefore, if you a section pour wine at all tables and then s
21、erve individual drink orders.因此在倒上桌上的红酒后再来服务其它的酒水 7. Ensure wines that wines are topped up during the course of the banquet and that drink service is consistent and guests do not have to continually ask for drink service.在桌上有菜的时候要确保红酒是满的其它的酒水服务也是这样的，这样客人也就不会频繁地向你要求酒水服务 How should I complete drink se
22、rvice during a meal? 这样在用餐中完成我的酒水服务？ How frequently should I ensure drinks are topped up? 这样频繁地保证酒水是满的？ 5) Cash Bar: 现金支付酒水服务台1. Take individual drink orders, filling out the captains order.得到客人点的单独酒水名称，开出酒水点菜单2. Go to the bar and order your drinks.到酒水服务台点你要的酒水3. Pay for your drinks from your float,
23、 and taking the docket for those drinks in a bill folder.从你的零钱袋拿钱来付酒水的帐单，拿到这些酒水的详细的清单放在你的帐单夹里4. Return to the table, placing the drinks in front of the guests who have ordered them.回到桌子旁边，把酒水放到点它的客人前面 How does a cash bar work? 怎样做现金支付酒水的服务？ What is the most important thing with cash bar? 什么是现金酒水服务中最
24、重要的事？5. Present the docket to the person ordering drinks.i. If the guest is paying cash, take the money, replacing your float money.ii. If the guest is charging to a credit card, take the card to the cashier for verification.iii.iv. If the guest is charging to their room or City Ledger, get them to
25、write their details onto the docket and pass onto the cashier.v. If the guest wishes to “run a tab” or pay at the end, keep the docket open and finalise at the end of the function.给客人呈上详细的清单i 如果客人用现金支付，拿到现金，归还从你的零钱袋里拿出来的钱ii 如果客人用信用卡支付，拿到信用卡到收银员的地方去确认iii 如果客人签房号或者挂帐，让客人在详细的清单上签下他们的具体细节然后归还给收银员 如果客人希望
26、或者最后支付或者累计消费，保持帐户的开启直到活动结束NOTE: FAST SERVICE IS PARAMOUNT IN CASH BARS!注意：在现金支付的酒水服务中服务快速是极为重要的！How do I ensure I can deliver speedy service? 怎样才能确保我的快速服务？ What is the method of presenting dockets to guest? 把帐单清单给客人的方法是什么？Summary questions:总结1. Why should everything be ready 30 minutes prior?2. Why
27、should the F&B attendants be located on their stations?3. What are the 4 areas contained in this standard?4. What is essential about serving at cocktail parties?5. Describe the clean as you go policy?6. How do you serve wine at functions?7. Why should you also serve a cocktail napkin?8. What are the steps in establishing and serving at a cash bar? Now ask the trainee to practice the task from start to end to test competency.PHOTO INDEX #01
