1、,CONTENT - 4 of 6 內(nèi)容簡(jiǎn)介 19. Towel Service 上毛巾 20. Beverage Service 上飲料 21. Wine Temperature 葡萄酒溫度 22. Wine by the Glass 杯賣葡萄酒 23. Wine by the Bottle 瓶賣葡萄酒 24. Coffee white wine in a cooler and stand and napkin) and presented with the label facing the guest. 先擺放葡萄酒杯,稍后將瓶裝酒呈上,酒標(biāo)對(duì)著客人,說(shuō)明年份,酒莊和葡萄名.,23. Wi

2、ne by the Bottle 瓶賣葡萄酒,Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊,32,Colleagues should announce the year, vintage, vineyard and grape to the guest and then open the bottle in a suitable location near the table (or in fine dining restaurants on a side table). 酒標(biāo)對(duì)著客人,說(shuō)明年份,酒莊和葡萄名后為客

3、人開(kāi)酒. “Excuse me Sir, your 2004 Green Point Chardonnay.” “打擾一下先生,您點(diǎn)的2004年碧匯莎當(dāng)妮”,23. Wine by the Bottle 瓶賣葡萄酒,Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊,33,The cork is presented together with the cut soft cap on a small plate at the table and left there with the vineyards logo faci

4、ng the guest who ordered the bottle. This does not apply for wines with screw cap or artificial cork. Older red wines will be decanted. 軟木塞放在小碟子上并放于桌上,酒標(biāo)朝向客人,(不適用于螺旋瓶蓋和人造木塞).陳年的葡萄酒要提供醒酒服務(wù). “Here you cork, Sir.” “您的木塞,先生”,23. Wine by the Bottle 瓶賣葡萄酒,Food & Beverage / Restaurants, Bars & Lounges 餐飲部

5、/ 餐廳, 酒吧, 酒廊,34,A small amount is poured in the glass of the guest who ordered the wine for tasting. Once the guest has acknowledged, fill the glasses according to standard starting with ladies first and the host last. 在杯中倒入少許酒給客人品嘗,得到客人確認(rèn)后為女士先倒酒,主人最后. “Excuse me Sir / Madam, would you like to taste

6、?” XX先生/女士,請(qǐng)您先試一下這款酒,23. Wine by the Bottle 瓶賣葡萄酒,Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊,35,Refill the glasses when left full. Colleagues should ask for a second bottle before the first one is going to be empty to avoid embarrassment to the host. The bottle will again be pres

7、ented when asking. 當(dāng)杯中的酒到1/4時(shí)及時(shí)為客人添加.第一瓶酒即將飲用完之前詢問(wèn)是否要第二瓶. “Excuse me Sir / Madam, would you care for another bottle of the same wine?” XX先生/女士,您需要再來(lái)一瓶同款的酒嗎?,23. Wine by the Bottle 瓶賣葡萄酒,Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊,36,When another bottle of the same wine and vintage

8、 is ordered, a fresh glass is given for tasting. Other guests at the table are offered the choice to have a new glass. Should the second bottle be a different wine, new glasses for everybody have to be provided. 服務(wù)第二瓶同款的酒之前為點(diǎn)酒者更換新的酒杯.不同款的酒,需要為所有賓客更換酒杯.,23. Wine by the Bottle 瓶賣葡萄酒,Food & Beverage /

9、Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊,37,Colleagues ensure that coffee is always freshly brewed per cup and served with hot milk and cube sugar. Tea is always made from loose tea leaves, poured in front of the guest and served with lemon and hot or cold milk (except for Chinese tea) and cube

10、sugar. 確保每杯咖啡都是新鮮磨制的,并提供熱牛奶和糖塊.茶葉狀的茶必須在客人面前服務(wù),并提供檸檬,熱/冷牛奶(中式茶除外)和糖塊.,24. Coffee & Tea Service 咖啡及茶水服務(wù)標(biāo)準(zhǔn),Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊,38,Colleagues to present and introduce all beverages and dishes ordered when serving at the table. In specialty restaurants a more de

11、tailed, but short description of the dish should be given. 上飲料或食品時(shí)要做簡(jiǎn)單介紹,特色餐廳要更細(xì)節(jié)化,但保持簡(jiǎn)單明了. “This is your . Please enjoy”. 這是您的,請(qǐng)慢用.,25. Serving items ordered 服務(wù)所點(diǎn)菜式,Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊,39,When guests are temporarily leaving the table, the napkin is being r

12、efolded in a neat shape and put on the side table. Pull the chair for the guest upon return. 如果客人暫時(shí)離開(kāi)座位,折疊好餐巾,客人回來(lái)時(shí)主動(dòng)拉椅子.,26. Refolding of Napkins 整疊口布,Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊,40,Beverages should never become empty at the table and a second glass will be offere

13、d or refilled when the drink is full. Empty glasses will be refilled or cleared. Soiled dishes are to be cleared promptly and simultaneously. 當(dāng)杯中的飲料還有1/4時(shí),及時(shí)詢問(wèn)是否要第二杯.空杯子要及時(shí)添加飲料或收走.同時(shí)撤走用完的盤子.,27. Refill and Clearing 補(bǔ)充及清理,Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊,41,Supplemental

14、orders taken during the course of the meal will be responded to immediately. 用餐期間如有追加的點(diǎn)單要及時(shí)跟進(jìn). “Right away, Sir / Madam”. 請(qǐng)稍等,先生/女士,28. Supplemental Orders 補(bǔ)單,Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊,42,Guests are informed if there is any significant delay. Colleagues will apol

15、ogize with a brief explanation and advise the guest on the approximate waiting time. 任何點(diǎn)單如需較長(zhǎng)時(shí)間的等待必須及時(shí)告知并給予道歉和適當(dāng)解釋,說(shuō)清等候時(shí)間. “Dear Mr. Smith. Your . will take another 10 minutes. My sincerest apologies for that. 李先生,您的還需要10分鐘的時(shí)間,為此我向您表示真誠(chéng)的歉意.,29. Service Delays 服務(wù)延誤,Food & Beverage / Restaurants, Bars

16、 & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊,43,Guest satisfaction of each patron is checked only twice and by one person only each time: 3-4 minutes after the main course and once after the check is presented. The outlet manager himself has to check once as a minimum as well. 飲料或主菜服務(wù)后的3-4分鐘,由經(jīng)理或主管詢問(wèn)客人對(duì)飲料和食品的滿意度. “H

17、ow is / did you enjoy your lunch, dinner? / How is / was your drink?” 您用餐愉快嗎?,30. Guest Satisfaction 客人滿意度,Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊,44,Ashtrays are changed after each cigarette bud. 煙缸內(nèi)有一個(gè)煙蒂時(shí)要及時(shí)更換. “May I change your ashtray, Sir, Madam?” 我可以換以下煙缸嗎?,31. Ashtrays

18、 煙灰缸服務(wù)標(biāo)準(zhǔn),Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊,45,The bill is presented in the appropriate folder including a WVYO Card and pen. Should it be known that the guest will be needing a pen (in-house guest or for credit card payment), pen assistance is given by pulling it out bef

19、ore presenting the check and handing it to the guest. 用適當(dāng)?shù)膸螉A并放入WVYO和筆.,32. Presenting the Bill 呈現(xiàn)帳單,Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊,46,When the guest is reviewing the check, waiters are to steep back to give room to the guests privacy. Once the payment has been done,

20、a copy of the check is given to the guest and the guest is thanked for his patronage. 客人檢查帳單時(shí),員工要稍稍退后以顧及客人的隱私.結(jié)帳后帳單的一聯(lián)留給客人并感謝光臨.,33. Payment 付款,Food & Beverage / Restaurants, Bars & Lounges 餐飲部 / 餐廳, 酒吧, 酒廊,47,Guests are given chair assistance when leaving and helped with any coats or bags. Colleagues will alw