中餐厅培训手册II.docx

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1、中餐厅培训手册IISHERATON SUZHOU HOTEL & TOWERS JOB CATEGORY STANDARDS AND PROCEDURES #001 When serving a guest, always think about the standards and procedures of each handling in the Celestial Court restaurant. Do everything for the guests, as far as possible. 当服务客人的时候，永远以标准和程序为天宝阁的客人处理方式。尽可能的满足客人的需要。 Pro

2、cedure: 程序： 1. Greet guest with a smile. Good Morning, Good afternoon, Sir/Madam. Welcome to Celestial Court. 面带微笑问候客人。“早上好/下午好，先生/女士。欢迎到天宝阁中餐厅。 2. Acknowledge reservation “ Do you have a reservation, Sir/Madam?” 询问客人是否有预订“您有预订吗，先生/女士？” 3. Acknowledge host “ We have already prepared the function roo

3、m for you.” 告知客人“我们已经为您准备了一间包厢。” 4. Guide the guest to the room, move in the front and say: This way, please Sir/Madam!” 带客人到房间，走在前面说：“这边请，先生/女士！” 5. Pull the chair, ladies first, than VIP. 为客人拉椅，让女士先坐下，然后是VIP。 Unfold the napkin and place it on guests knees. 摊开口布，放在客人膝盖上。 6. Captain/Waitress greets

4、guest with smile and present beverage menus. 领班/服务员微笑着问候客人呈上酒水单。 7. Place hot face towels (perfumed) and serve pre dinner tea. 为客人准备热毛巾和热茶。 8. Take drink/wine order. 为客人点酒水。 9. Serve drink/wine immediately and collect dirty face towel. 及时为客人服务酒水并收走脏毛巾。 10. Pick up first dish, show dishes to guest an

5、d mention the name of the dish. 上第一道菜时，要先呈上给客人看并报出菜名。 11. Dished up on station or table and serve on plates, one by one. 在服务台或桌上为客人分菜，一道一道上给客人。 12. Serve ladies first, than VIP. 先为女士服务，然后是VIP。 13. Ask for second drinks and bottle. 询问客人是否还要添加酒水。 14. Change ashtrays. 及时更换烟缸。 15. Offer fresh towels aft

6、er serving seafood or before serving noodles/rice. 在上完海鲜或上主食之前，为客人准备干净的毛巾。 16. Pick up course by course and dish up all dishes. 所有菜都必须分菜，而且要一道一道上。 17. Speak with the guest: Enjoying your meal or how was the dish?” 对客人说：“请慢用或您觉得菜的口味如何？” 18. After main course, clean the table and set up dessert cutler

7、y. 主菜上完后，清理台面上甜品餐具 19. Change face towels again after main course. 主菜上完后，为客人更换毛巾 20. Serve dessert. 为客人服务甜品。 21. Always pay attention to ashtrays, up selling of beverage or wine. 经常更换烟缸，询问客人是否要添加酒水。 22. Serve tea if requested by guest. 按客人需要服务茶水。 23. Ask if everything is to their satisfaction, check

8、 with host how the meal was and documented any feedback at end of service. 服务最后，询问客人是否都满意，菜的口味如何以及有何建议。 24. Verify check before guest requests it. 在客人结帐之前检查帐单是否正确。 25. Present check in a bill folder, with monthly newsletter or flyer. 把帐单放在帐单夹里，附上酒店月刊。 26. Pull the chair and help the guest to leave.

9、为客人拉椅，方便客人离开。 27. Bid farewell: Thank you for your visit, we look forward to seeing you again, Sir/Madam. 送别客人。“谢谢您的光临，希望下一次再见到您，先生/女士。” 28. Help the guest with their coat. 帮客人穿外套。 29. Hostess is the last person to greet guest and thanks you for coming. Good Bye, ladies & gentlemen. Hope to see you

10、again” 迎宾员最后向客人说再见，感谢客人的光临。“再见，女士们和先生们。 欢迎再来！” #002 When serving a guest, always think about the standards and procedures of each course in the Celestial Court restaurant. Do everything for the guests, as far as possible. 当服务客人的时候，永远以标准和程序为天宝阁的客人处理方式。尽可能的满足客人的需要 Procedure： 程序： 1. Greet the guest wit

11、h a smile Goood afternoon, Sir/Madam. Welcome to our restaurant. 面带微笑问候客人“下午好，先生/女士。欢迎到天宝阁中餐厅。 Acknowledge reservation and host. If the guest is a regular and we have guest history for likes / dislikes should be mentioned to him, so the guest knows we care. 了解客人的预订。如果客人是常客，我们必须了解他们的喜好及特殊要求，让客人了解我们关心

12、他们。 2. 3. Guide the guest to table, move in the front and say: This way please，Sir/ Madame. 带客人到桌边，走在前面说：“这边请，先生/女士！” Pull the chair, ladies first. 为客人拉椅，让女士先坐下。 Unfold the napkin and place it on guest knees. 4. 5. 摊开口布，放在客人膝盖上。 Captain/Waitress greets guest with smile. 6. 领班/服务员面带微笑问候客人。 Present dr

13、ink list and menu. 呈上酒水单和菜单。 7. 8. Ask guest: Would you like to have some tea? 问客人：“您要喝茶吗？” Recommend varieties of tea to guest. We have .tea. 向客人介绍茶的品种。 Ask guest prefer strong or light tea 询问客人要浓茶还是淡茶。 Place hot face towel (perfumed) 为客人上热毛巾。 Serve pre dinner condiments. 为客人上前菜。 Serve tea 为客人服务茶水。

14、 Ask guest for drink/wines. 问客人需要什么酒水。 Take beverage order on separate Captain Order. 酒水要单独开一张点单。 Serve beverages. 9. 10. 11. 12. 13. 14. 15. 16. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 为客人服务酒水。 Collect beverage list. 收回酒水单。 Recommend specials/promotions. Shift leader or waitress takes food

15、order. 点菜时，向客人介绍酒店的特色菜和推广活动。 Sell appetizer/ soups/ additional items - up selling all the time. 尽量推销开胃食品/汤和其它的食品。 Repeat complete order. 完整地重复客人的点单。 Bring captain order to cashier, get stamp and distribute copy to kitchen. 把点菜单的第一联给收银员，其它联给厨房。 Dish up soup, rice/noodle or any dish guests request to.

16、 为客人分所有的汤和主食以及任何客人要求分的菜。 Peking Duck is peeled in front of guest. 北京烤鸭要当着客人的面前服务。 Serve food with serving spoon & fork in center of table. 服务食品时要用服务勺和服务叉。 Always present food to guest and mention the name of dishes. 每一道菜都要呈上给客人看并报出菜名。 Dishes must be served with proper condiments. 每一道菜都必须用适当的方法服务。 Fi

17、sh: Present cooked fish to guest, take bones out on the table. 鱼：服务鱼时，要去掉鱼骨。 Soup: Dish soup from large bowl into small soup bowl. 汤：服务汤时，要分到每一位客人的桌上。 Serve rice/noodles: from large bowl into small bowl. 30. 31. 32. 33. 34. 35. 36. 37. 38. 39. 40. 41. 主食：服务主食时，要分到每一位客人的桌上。 Change dirty set plates an

18、d ashtrays all the time. 经常更换骨碟和烟缸。 Refill tea at all time. 经常为客人添加茶水。 Refill wine. 为客人添加酒水。 Ask guest, if everything is to their satisfaction. 询问客人是否都满意。 Sell more beverages. 推销更多的饮料。 Take out empty plates and soup bowls. 撤走空的菜盘和汤碗。 Clear table and clean lazy Susan. 清理台面上所有不需要的东西。 Ask guest for des

19、sert. 问客人是否需要甜品。 If guest order, set up appropriate cutlery. 如果客人需要，摆放甜品餐具。 Serve dessert. 为客人服务甜品。 Refill tea and ensure tea must be hot. 为客人添加热的茶水。 Verify check before guest request it. 在客人结帐之前检查帐单是否正确。 Present check in a bill folder, with monthly newsletter or flyer. 42. 43. 44. 45. 46. 把帐单放在帐单夹里

20、，附上酒店月刊。 Pull the chair and help the guest to leave. 为客人拉椅，方便客人离开。 Bid farewell: Thank you for your visit. 送别客人。“谢谢您的光临。” Help guest to take his coat. 帮客人穿外套。 Hostess is the last person to greet guest and thanks you for coming. Good-bye, ladies & gentlemen. Hope to see you again.” 迎宾员最后向客人说再见，感谢客人的光

21、临。“再见，女士们和先生们。 欢迎再来！” Cleaning table immediate with round tray. 迅速清理台面。 Change tablecloth and re-set immediately. 立即更换台布并摆放台面。 47. 48. #003 The outlet manager write down all special information from regular and long staying guests in a guest index. The staff from Celestial Court restaurant as well a

22、s the Staff from other Food and Beverage outlets uses this information before guests arrived at the restaurant. 部门经理要建立一份客史档案，记录下常客的一些特殊要求。天宝阁中餐厅和其他部门的员工可以在客人到达之前了解这些信息。 Procedure: 程序： 1. The outlet manager keeps the guest index up to date and write down all kind of information the staff might need

23、in the restaurant. 部门经理要记录最近所有的客史档案和酒店的最新消息。 2. The guest index file contains information about regular or long staying guest: 客史档案包括： The proper name, nationality and room number. 客人的名字，国籍和房间号码。 Guest(s) like or dislike 客人的喜好。 Favorite table, smoking or non-smoking, vegetarian. 客人经常坐的桌子，吸烟或是不吸烟，是不是

24、素食者。 Other comments that can upgrade the service to the guest. 其它一些能帮助我们提高服务的建议。 3. Take care the guest index will be used every time a regular or long staying guest will enter the Celestial Court restaurant. Call the guest by his/her family name. 客史档案要妥善保管。每次客人到餐厅时，亲切地称呼客人。 4. This should be update

25、d with new information after every service. The waiter or shift leader should provide this information to the manager to enter in the guest history. 每次服务结束，都应该及时记录下新的信息，并加入到客史档案中。 #004 All chairs used in the restaurant will be clean, free of spots, stains, and tear and in good and safe condition. Th

26、ere will be one chair for each cover of the table, and the chair will be placed in line with the center of the cover. 餐厅里所有的椅子都必须是干净无污点、完好无损的，要排列整齐，让客人可以对应入座。 Procedure: 程序： 1. Before placing around the tables in the restaurant, the staff will check them to insure that they are clean and free of spo

27、ts and stains. 摆放椅子时，要先检查椅子是否干净无污秽。 2. The chairs will also be checked to insure that they are in good and safe condition, with no protruding nails or unfinished edges. 检查所有的椅子，确保完好，确保没有凸出的钉子和棱角。 3. There will be no lose arms or backs, no wobbly legs, and the seats will be fastened firmly to the cha

28、ir frames. 确保椅子都有扶手或支架，椅脚不晃动，椅子都必须结实牢固。 4. Any chairs that are found to need cleaning or repairing, will be immediately removed from the restaurant, and will be sent to the appropriate department for cleaning or repair. 所有需要清洗和维修的椅子必须立即送到相应的部门进行清洗和维修。 5. Chairs sent for cleaning or repair will alway

29、s be accompanied by a completed work order. 椅子送去清洗和维修时，要填写完整的工作单。 6. All chairs will be wiped down with a damp cloth at least once a day, or more often if needed, to remove soil, food, etc. 所有的椅子都要用湿布擦拭干净，每天至少一次。 7. The edge of the arm and/or the front edge of the seat of the chair will touch the dr

30、op of the tablecloth, without making an indentation in it. 椅子的扶手边要刚好碰到桌布。 8. Any extra chairs will be kept out sight of the guests. 所有多余的椅子都必须放在客人看不见的地方。 9. Baby chairs will be available if required. These will be stored out of sight. 小孩椅要随时准备。不用时要放在客人看不见的地方。 #005 Face towels used in the restaurant

31、will be clean and free of spots, stains, tears and holes. All napkins will be folded neatly and uniformly. 毛巾都必须是整洁无污点，没有破损。所有口布必须折叠整齐一致。 Procedure： 程序： 1. Pick up clean and dry towel from linen room. 2. 3. 4. 5. 6. 7. 从布草房领取整洁的干毛巾。 Fold every face towel 认真叠好每一块毛巾。 Prepare some water and perfume wit

32、h lemon essence. 把柠檬香精滴入水中。 Place some of the dry towels in the prepared water. 把干毛巾放入水中。 Take them out and wring out these wet towels. 拿出毛巾绞干。 Beat this roll of towels to make them smooth. 把绞干的毛巾平整地摊开。 First fold 1/3 towel, then roll it. It must be tidy. Roll them one by one. 每块毛巾都应先折叠1/3，然后整齐地卷好。

33、8. Put the rolled face towel in warmer in cabinet and warm them. 把折叠好的毛巾放入暖箱里加热。 #006 Try to have a sufficient mise en place before lunch and dinner. Take care of a proper side station and see everything is available. 开餐前检查服务台是否准备充足以及周围的一切事物。 Procedure： 程序： 1. Before doing the mise en place, first c

34、lean the side station. 2. 做准备前，首先要把周边的服务台清理干净。 A sufficient mise en place at the side station contains the following items: 服务台的准备要包含下列物品： a. Polished cutlery (knife, fork, spoon, coffee-spoon, chop sticks, Chinese spoon). 精制的餐具。 b. Polished side plates, tea cups, spoon and shark s fin bowls. 精制的餐具盘

35、，茶具和鱼翅盅。 c. Toothpick with holder, paper napkin 牙签和牙签盅，餐巾纸。 d. Soy sauce, vinegar in clean bottles. 酱油和醋。 e. Folded napkins. 折叠好的口布。 f. Round trays with a clean tray cloth. 圆托盘垫上干净的托盘布。 Side station will be cleaned & restored at the end of each meal period. 每次用餐结束，都要将服务台清理干净，重新补充完备。 3. #007 Try to h

36、ave a sufficient Pantry set up before lunch and dinner. Take care of a proper Pantry and see everything is available. 开餐前检查备餐间是否准备充足以及周围的一切事物。 Procedure： 程序： To provide for a smooth operation, prepare the following sufficiently for each meal service: 为了在开餐是便于操作，备餐间要具备下列物品： - - - CAPTAIN S ORDER BOAR

37、D WITH MARKERS 告知栏 PIGEON HOLE FOR WOODEN CLIPS 木夹篮 ORDER PIN STAND 菜单针座 - - - - - - - - - - - - - - PLASTIC CHOPPING BOARD 塑料砧板 FIRST AID BOX 急救箱 TABLE CLOTH CABBINET 布草车 NUTS CONTAINER 前菜碟 BONE PLATE 骨碟 UNDERLINERS 银垫盘 DEMI TASSE SPOON 不锈钢小勺 CHINAWARE SPOON 瓷勺 SAUCE DISH 调料碟 SAUCE OR CONDIMENT PRE

38、PARATION 调料瓶 CLEANING TOWELS 干净的毛巾 SILVER COVER 银盖 TAKE AWAY STOCK 垃圾箱 SAUCE CABINET 调料柜 #008 All staff must know the plate using for different dish and the sequence of serving different dish according to Chefs menu instruction or standard listed below. 所有员工都必须知道并根据菜单和下面的列表，按顺序对每道菜使用相应的盘子服务. Procedu

39、re： 程序： DISH 菜 Salad 沙拉 BBQ plate 烧味 Appetizer 前菜 Poultry (no sauce) 家禽 Suckling pig 乳猪 Peking duck 北京烤鸭 Abalone 鲍鱼 Braised Sharks Fin Soup 红烧鱼翅 Double Boiled Sharks fin Soup & Regular Soup 炖鱼翅和例汤 Fish (steamed) 鱼 Fish (fried) 鱼 Rice / Noodles SERVED ON 使用的器皿 Bone plate 骨碟 Bone plate 骨碟 Small bowl w

40、ith chinaware spoon on an underliner 前菜碟和瓷汤勺 Bone plate 骨碟 Bone plate 骨碟 Bone plate 骨碟 Bone plate 骨碟 Individual sharks fin bowl with chinaware spoon on an underliner 鱼翅盅和瓷汤勺 Individual double boiled soup bowl with chinaware spoon on an underliner 鱼翅盅和瓷汤勺 Small bowl with chinaware on an underliner 口汤

41、碗 Bone plate 骨碟 Small bowl with chinaware spoon on an underliner 主食 Dessert 口汤碗和瓷汤勺 Small bowl with chinaware spoon on an underliner 口汤碗和瓷汤勺 Bone plate with dessert fork 骨碟和甜品叉 甜品 Petite Fours 中式甜点 Sequence of serving a set menu: 套餐服务程序： 1st Appetizers / Barbecue Platter / Sashimi / Salad 2nd 3rd 4t

42、h 5th 6th 7th 8th 前菜/烧味拼盘/刺身/沙拉 Two Fried Dishes 两道炒菜 Soup / Sharks Fin / Bird s Nest Soup 汤/鱼翅/燕窝 Abalone / Sea Cucumber / Chefs Specialties 鲍鱼/海参/特色菜 Fish 鱼 Poultry / Pork / Beef 家禽/猪肉/牛肉 Vegetable 蔬菜 Rice / Noodle 9th Dessert / Fruit Platter 主食 甜点/水果 Sequence of serving a la carte Lunch: 零点服务程序午餐

43、： 1st Dim Sum or Appetizers / Barbecue Platter / Sashimi / Salad if guest ordered 点心或前菜/烧味拼盘/刺身/沙拉 Soup / Shark s Fin / Bird Nest Soup 汤/鱼翅/燕窝 Chefs Specialties 特色菜 Seafood / Poultry / Pork / Beef 海鲜/家禽/猪肉/牛肉 Casserole / Sizzling Plate 沙锅煲/铁板烧 Vegetable 蔬菜 Rice / Noodle 主食 Dim Sum / Dessert / Fruit

44、Platter 点心/甜点/水果 2nd 3rd 4th 5th 6th 7th 8th Sequence of serving a la carte Dinner: 零点服务程序晚餐： 1st Appetizers / Barbecue Platter / Sashimi / Salad 前菜/烧味拼盘/刺身/沙拉 Soup / Sharks Fin / Bird Nest Soup 汤/鱼翅/燕窝 Chef s Specialties 特色菜 Steamed Fish / Poultry / Pork / Beef 清蒸鱼/家禽/猪肉/牛肉 Casserole / Sizzling Pla

45、te 沙锅煲/铁板烧 Vegetable 蔬菜 2nd 3rd 4th 5th 6th 7th Rice / Noodle 点心/甜点/水果 8th Dim Sum / Dessert / Fruit Platter 主食 #009 The table in the restaurant will be set in a uniform manner. China, cutlery and glassware for luncheon and dinner covers will be placed symmetrically, will be clean and polished, and

46、will be free of spots, smudges, fingerprints, chips and cracks. Linen will be clean and free of wrinkles, spots, stains, holes, tears and frayed edges. 餐桌必须摆放整齐。餐具，刀具，杯子和餐巾都要摆放整齐对称，干净明亮，没有污点，手指印或破损。桌布要烫平整，没有污点，破洞或毛边。 Procedure: 程序： 1. Place settings are known as covers. They will define the area for each guests table space and will include the chinaware, cutlery, glassware and napkins necessary for the service of the planned menu. 2. 按照菜的顺序摆放餐具，刀具，玻璃器皿和餐布在固定位置。 All chinaware, cutlery, glassware, napkins, tablecloth, ashtrays etc. etc. which is on the table must be very clean a