洲际宴会厅程序0037Serving a Chinese Banquet.doc

标准操作程序SERVING A CHINESE BANQUET中式宴会服务Task Number: BQT-0037Department:F&B BanquetingDate Issued: Nov. 2007Guest Expectation: I expect friendly and efficient staff to follow sequence and the Chinese custom of serving a Banquet.我希望友善的有效率的员工按照中餐的模式来服务宴会Time to Train: 45 minutesWhy is this task important for you and our guests?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 ensure that the service is friendly确保服务友善3. To ensure that the Chinese banquet sequence is followed确保是按照中式宴会的模式来做的4. To ensure the service is efficient and soiled dishes are cleared on time确保服务的效率和及时收脏盘子WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题1) Check table检查桌面Check the table: complete equipment sets, clean linen, centre pieces, clean lazy susan, etc.检查桌面:整套桌面布置,干净的桌布,中央的装饰,干净的转盘玻璃,等等Get ready all condiments, e.g. soy sauce, chili.准备好所有调味品,例如酱油,辣椒酱等Place hot towel on towel dish on the table 10 minutes before guests arrives.在客人到达前10分钟将热毛巾放在桌上的毛巾盘里Why should you check the tables?为什么你要检查桌面?Why should all the condiments be ready?为什么所有的调味品要准备好?Why should the towel be only served 10 minutes before arrival?为什么毛巾要在客人抵达前10分钟上?2) Welcome the guests欢迎客人Staff to be ready and stand by their assigned table.员工在分配给他的桌子旁边准备并站立好Greet the guest by say: Thank you for coming, Mr./Mrs./Ms XXX or Sir/Madam. Have a pleasant day.向客人问候说: “感谢光临,某某先生/某某太太/某某小姐或者先生/女士.祝你今天愉快”Seat the guest by hold the shoulder of the chair pull the chair out and when the guest seat push the chair in slowly.从椅子的肩部拉开椅子让客人坐下当客人坐下的时候缓慢地向前推Unfold the napkin. 打开餐巾Why should the staff be ready at the assigned table?为什么员工要在分配给他的桌子旁边准备好?Why should you greet the guest?为什么你要向客人问候?(DRILL LANGUAGE)(专业用语)Why should you pull out the chair? 为什么你要拉开椅子?Why should you unfold the napkin?为什么你要打开餐巾?3) Beverage service酒水服务Serve Chinese tea and ensure tea is hot and fresh服务茶水并确保茶水是新鲜和热的Ask for the beverage order to guest. Say: “Would you like to have something to drink Sir/Madam?”询问客人的酒水,说: “你需要什么酒水呢,先生/女士?”Why should the tea be hot and fresh? 为什么茶水要是新鲜和热的?(DRILL LANGUAGE) (专业用语)4) Food service食品服务The food runner will bring the dish on a tray to the designated tables.传菜员会用托盘将菜品送到指定的餐桌The service staff takes the dish and puts it on the lazy susan and mentions the dish name to the guest.服务员将菜品放置到转盘玻璃上同时向客人报菜名At the same time empty dish plates can be taken off.在同时间将空的盘子收走To clear space on the lazy susan as more dishes will be coming, food of half empty plate can be transferred to a smaller plate and returned to the table.在转盘玻璃上清理出空间以备更多的菜品上桌,只剩一半的菜品把它转到小的盘子中再放置到桌上Why do we use food runners? 为什么我们要用传菜员?Why does the service staff mention the dish to the guest?为什么服务员要向客人报菜名?Why do you take empty food plates of the table at the same time?为什么你要在同一时间收走空的盘子?Why should you transfer food to smaller dishes?为什么你要将食品转到小盘子里去?5) Maintaining & clearing the table换骨盘&清洁桌面 During the meal the “bone plates” must be replace continuously by clean ones.在用餐期间 “骨盘”要不停地更换Why should the bone plates be replaced continuously?为什么骨盘要不停地更换?6) Hot towel热毛巾 When most of the guests at the table are finished a new hot towel is to be served on the right hand side of the guest on a towel dish.在大多数客人在用完餐后从客人的右手边将新的热毛巾放到客人的毛巾盘里A good indicator can be: after the rice, before the fruit.最佳时间会在:米饭后,水果前Why should you serve a second towel?为什么你要服务第二次毛巾? 7) Farewell道别Once the guests get up, assist with the chair by pulling it backwards and bit the guest farewell. Say: “Thank you for coming, hope to see you again soon”一旦客人站起来，帮助客人向后拉开椅子并向客人道别，说: “谢谢你的光临，希望能再次光临”Why do you pull away the chair? 为什么你要拉开椅子？Why do you thank the guest? 为什么你要向客人道谢？(DRILL LANGUAGE)（专业用语）Summary questions:总结1. Why should you check the tables?2. Why should all the condiments be ready?3. Why should the towel be only served 10 minutes before arrival?4. Why should the staff be ready at the assigned table?5. Why should you greet the guest?6. Why should you pull out the chair?7. Why should you unfold the napkin?8. Why should the tea be hot and fresh?9. Why do we use food runners?10. Why does the service staff mention the dish to the guest?11. Why do you take empty food plates of the table at the same time?12. Why should you transfer food to smaller dishes?13. Why should the bone plates be replaced continuously?14. Why should you serve a second towel?15. Why do you pull away the chair?16. Why do you thank the guest?Now ask the trainee to practice the task from start to end to test competency.PHOTO INDEX #01