SOP Kellner – Training Day 5

Day 5     第五天

Product knowledge

On Day 5 you will learn   第五天你会学习:

  • Restaurant Bräuhaus beer 赫佰世现酿啤酒
  • Customer service 良好地顾客服务
  • Closing duties 打烊工作
  • Review Day 4 复习第四天学习内容

Customer service    良好地顾客服务

Goal of our service     服务目标:
  • Definition 定义
  • Disabled 残疾人
  • Complaints 恰当地处理客人的抱怨
Necessary documents   必要的文档

Files:                     SOP-HP-Beer
文档                      标准操作流程-啤酒

Files:                     SOP-HP-Wine
文档                      标准操作流程-葡萄酒

Product knowledge – Beer    详尽的产品信息-啤酒

Draught a beer    打啤酒
Pouring the perfect draught (draft) beer     倒出最好的啤酒

Pouring the perfect draft (or draught) beer is an art and a key part of the entire flavour experience. There are small variations between pouring different types of beers (such as an ale versus a pilsner).
打出最好的啤酒是一门艺术,也是影响啤酒口感的重要因素。 虽然倒不同的啤酒有所不同(麦芽啤酒和比尔森啤酒).

However – always refer to the brew masters experience and advise
请参照酿造大师的经验和建议

Beer brewing    啤酒酿造

Refer to the beer manual. In order to gain more knowledge about our beer or contact our brew master.
参见啤酒手册。了解关于啤酒的更多知识,请询问酿造大师

SOP-HP-Beer
标准操作流程-啤酒

Bottled beer    瓶装啤酒

Münchner Kellerbier Anno 1417

The pleasure of yesteryear

Velvety matte shine – Smooth, full-bodied flavour

Munich Kellerbier Anno 1417 shines with a seductive golden honey colour. A beer with a distinctive character: earthy, bold, quaffable and yet refreshingly mild and light. Just like a real Bavarian.

Creamy and effervescent, typical of unfiltered beers, a delightful ticklish mouth feels. Aromas of caramel, honey and plum dominate and emphasize the beer’s malty, spicy flavor. Unmistakable hints of apple and grapefruit bring in a fruity freshness.

Our Munich Kellerbier, a beer like from the good old days when beer was born. After aging four weeks, it is bottled unfiltered, which still preserves all its yeast vitamins and trace elements.

Since 1417, Restaurant Bräuhaus stands for traditional Bavarian brewing. The quality beers of Restaurant Bräuhaus are all brewed according to the Bavarian Purity Law and contain only hops, malt and water.

Alc. 5.5% by volume, 12.5% original gravity by weight

1417 生物啤酒

岁月的陈酿

天鹅绒般丝滑柔软的光泽—光滑、浓郁的口感

1417生物啤酒晶莹透亮, 闪烁着诱人的金黄色。形成特有的个性: 散发着泥土的芳香、大胆强烈、然而清新温和,让你充分体会畅饮的乐趣。就如同真正的巴伐利亚人民。

1417生物黑啤是一款典型的未过滤啤酒,充盈着奶油和气泡,带给你愉快的唇间触动。 1417生物黑啤散发着浓郁芬芳的焦糖、蜂蜜和梅子气味, 这个气味主导并加强了啤酒的麦芽味和辛辣味。散发强烈的苹果和柚子水果清新芳香。

慕尼黑生物啤酒,源自旧时光的陈酿。经过四周的酿造,生物啤酒未经过滤装瓶,完全地保存了酵母维他命和微量元素。

源自1417并延续至今,赫佰世代表着传统的巴伐利亚酿造工艺。赫佰世啤酒餐厅严格遵循巴伐利亚啤酒纯净法,精选酒花、大麦和纯净水,精心为您酿造高品质啤酒。

酒精度:5.5%      麦芽度:12.5%

Weisse

Our traditional wheat beer

A low-carbonation beer with mild aromatic notes

A truly magnificent look: silky shine and intense golden yellow color, crowned by a compact, creamy head.

The yeast flows through the beer in a soft veil.  Wonderfully refreshing, fruity and citrus notes, accompanied by a fine, tangy acidity.  A light sweetness of bananas and honey melts on the tongue together with a mildly bitter, slightly spicy nutmeg note.

Only the best ingredients are used in our unfiltered wheat beer: brewing wheat grown in the Champagne region of France and select Siegel hops from the Hallertau region outside of Munich. A special brewing process makes this beer what it promises: a great tasting masterpiece.

Since 1417, Restaurant Bräuhaus stands for traditional Bavarian brewing. The quality beers of Restaurant Bräuhaus are all brewed according to the Bavarian Purity Law and contain only hops, malt and water.

Alc. 5.5 % by volume, 12.5 % original gravity by weight

全麦啤酒

传统纯正的全麦啤酒

全麦啤酒是一种口感清爽温和的低碳啤酒

真实美好地外观:丝滑光泽、金黄透亮、泡沫丰盈细腻

啤酒中沉浸了鲜活的酵母,让啤酒形成了柔软神秘的面纱。全麦啤酒散发着异常的水果芳香和强烈的活力柑橘的清香,伴随着美好扑鼻的酸香。淡淡香甜的香蕉和蜂蜜融化了舌尖上轻微的苦涩,并伴有略有辛辣的肉豆蔻。

我们的未过滤全麦啤酒是选用了最高品质的原料为你酿造而成:生长在法国香槟地区的大麦、慕尼黑郊外的哈拉图地区的西格尔酒花。特殊的酿造工艺使之“了不起的舌尖上的杰作”的赞誉实至名归。

源自1417并延续至今,赫佰世代表着传统的巴伐利亚酿造工艺。赫佰世啤酒餐厅严格遵循巴伐利亚啤酒纯净法,精选酒花、大麦和纯净水,精心为您酿造高品质啤酒。

酒精度: 5.5 %     麦芽度:  12.5 %

Münchner Dunkel

The epitome of traditional Bavarian drinking enjoyment

Deep brown sparkling in the glass – fine dry malty flavour

Intense notes of malt characterize the aroma of our Münchner Dunkel. A magnificent beer: full-bodied in flavour, with a slight hint of caramel, nuts and candied fruit. This slightly sweet grade of roasted malt is harmoniously complemented by the fine bitterness of the hops.

The beautiful colour that resembles chestnuts, our Münchner Dunkel obtained by the high temperatures at the “Darren”, the roasting of the barley malt, and by the special Restaurant Bräuhaus mashing process. Matured in the depths of our storage cellar, it was able to develop his unique taste in peace.

Alc. 5.0 % by volume, 12.5 % original gravity by weight

慕尼黑黑啤

传统纯正巴伐利亚畅饮的缩影

慕尼黑黑啤有着深棕色的光泽—口感清爽、麦汁浓郁

慕尼黑黑啤味道浓郁,堪称非凡的啤酒:味道浓郁、口感甘醇,富含独特的焦香味、坚果香味、蜜饯的香甜。烘焦麦芽的微甜和酒花的些许苦味很和谐地融为一体。

慕尼黑黑啤诱人的咖啡色泽是经高温烤干、烘炒焦糊,采用赫佰世独特的糖化工艺而成。深藏在我们的储藏窖里,黑啤慢慢地形成其独特的味道,时光酿藏。

酒精度: 5.5 %     麦芽度:  12.5 %

Drought Beer    现酿啤酒

At Restaurant Bräuhaus we serve mainly on-site brewed fresh beer, which is brewed according to the “German Law of Purity”
在赫佰世啤酒餐厅,我们严格遵循啤酒纯净法的传统纯正工艺,倾心为您提供现酿的新鲜啤酒

There are two standard beers.
我们餐厅主要有以下两种啤酒

“Lager” and “Dunkel”
拉格啤酒和黑啤

The words are German: “Lager” means “storage” and the word “Dunkel” means “dark”.
在德语中,“Lager”是指“储藏”,“Dunkel”的意思是黑色的。

Storage, because the Lager beer needs a longer time to mature and therefore stays longer in the storage tank.
储藏,是因为拉格啤酒需要较长的时间来发酵成熟,因此,在拉格啤酒的储藏时间较久。

Dark explains itself, as the beer is very dark brown.
黑啤顾名思义就是啤酒的颜色是深棕色

The tastes of these beers are mostly the same as described under bottled beer. The „Lager“ taste like „Münchner Kellerbier Anno 1417”, and the „Dunkel“ like „Münchner Dunkel“.
赫佰世啤酒餐厅的现酿拉格啤酒和黑啤,味道如瓶装啤酒的描述的一样纯正地道。拉格啤酒味道如同慕尼黑1417生物黑啤一样美味,黑啤味道如同慕尼黑黑啤一样地道

But there is an significant difference between the bottled and the freshly brewed beer.
但是瓶装啤酒和现酿啤酒存在着很大的不同

All our microbrewery beers are unpasteurized, unstrained and naturally cloudy with all natural ingredients, vitamins and minerals.
我们现酿啤酒未经高温处理、未过滤、保留了啤酒原有风味、天然成分、维生素和矿物质。

No chemicals, no preservation.
不含任何化学成分,无添加

They come directly from the brewers tub into your glass.
直接从啤酒桶倒入您的杯子,让你畅快享受最天然纯正的啤酒。

Due to these reasons the taste of freshly brewed beer is much more intense in taste as bottled beer.
基于以上原因,现酿啤酒的口感比瓶装啤酒更加甘醇浓郁

Product knowledge – Wine    产品信息—葡萄酒

SOP-HP-Wine
标准操作流程-葡萄酒

Customer service    顾客服务

What is customer service…?    什么是顾客服务 ?

… is a question you are supposed to ask yourself.
作为服务员,你要时时刻刻地思考这个问题

After you thought about it and found a satisfactory answer that corresponds with the following definition and you adequately have the drive, commitment and ambition you will succeed at Restaurant Bräuhaus.
在你深思熟虑后,想到了和以下定义类似满意的答案,那么你就完全有动力、责任和雄心壮志在赫佰世实现您的梦想

Customer service should not be confused with simply selling; it is something that has a long-term effect and starts long before the selling procedure. It is the link of a number of activities – selling, consulting, advertising and distribution as well as activities that are heading forward to track down and to satisfy wishes, requirements and demands of customers.
顾客服务绝不可和简单的销售混为一谈。顾客服务远在销售前就开始,并且是长期持续影响的。顾客服务包含一系列的工作—销售、咨询、广告、分销,同时也包括 全力追踪、记录、满足顾客的期望和需求

Additional to these, customer service surrounds the analysis, planning, performing and control of sequences, which have the purpose to build and maintain profitable procedures with a particular target group and meet the requirements of Restaurant Bräuhaus at the same time.
除此之外,顾客服务也包含分析、计划、执行和控制等一系列相关活动,针对特定的目标群体,旨在建立和维持盈利流程和体制,同时推动赫佰世的蓬勃发展。

What is a guest?    顾客是、、、?
  • A guest is the most important person that enters into our restaurant
  • 顾客是走进我们餐厅最重要的人
  • A guest does not dependent of you; you dependent on the guest
  • 不是顾客依赖于我们,而是我们依赖于顾客
  • A guest does not interrupt our job, he is the foundation
  • 顾客并不会打扰你的工作,而是帮助你不断提高
  • You do not do the guest a favour if you serve him; he is doing you a favour that he gives you the opportunity to do so
  • 你服务客人并不是你在帮助他们,而是他们在帮助你,给你服务的机会
  • You neither argue nor measure your intelligence with your guests
  • 不能和客人争论谁是笨蛋
  • A guest is a human, which tell us his wishes. It is our challenge to fulfil them successfully – for them and for us
  • 客人也是人,他们会告诉我们他们的要求和期望。让他们心满意足是我们的责任,他们的期望。
Disabled Customers    如何服务残障客人

Customer Service 服务客人

Customer service is the most important aspect of your job and the business success of Restaurant Bräuhaus depends on our customers. Without customers, there would be no business and so your efforts to keep customer service at a high standard are of vital importance.
服务客人是您工作中的最重要部分,也是我们餐厅生意兴隆的重要原因。没有客人的光临,也就没有生意。所以提供最贴心最满意的服务是举足轻重的。

It is estimated that there are roughly 1 in 10 of the population are disabled people. Restaurant Bräuhaus is positive about disabled customers and is concerned to ensure that disabled customers are not prevented from enjoying the high standards of service available to all customers. It is your duty to be sensitive to the requirements of disabled customers and to consider in every situation how you can assist their needs.
据估计,十分之一的人口是残障人士。赫佰世餐厅诚挚地欢迎残障人士前来用餐,提供给你细致入微的服务,让您愉快地享受美食。要细心地观察到残障人士的需求并设想自己要怎么样去帮助他们。

You are responsible for ensuring that Restaurant Bräuhaus’s high standards of courteousness and service are extended to all customers. Be flexible and do not come to your own conclusion as to the limits of what can be achieved. Always ask your customer to tell you the best way to help.
让顾客感受到赫佰世周到细致的服务是您的使命。灵活多变,不要给自己设限。可以常问顾客怎么做可以给他们提供最好的服务。

Consider the following     按以下可行的方法去做:
  • Alternative access routes for mobility impaired customers
  • 引导行动不便者走无障碍通道
  • The capacity for providing assistance for hearing or sight impaired customers
  • 帮助听力不便或视力不便的客人
  • Allocating one member of staff to assist customers who have difficulties in understanding
  • 安排一个服务员帮助有理解困难的客人
Remember     牢记

Do not make assumptions as to the assistance required, but enquire as to what you can do to help. Always wait until your offer of assistance is accepted before you do anything. Many of us have no experience of serving or working with people who are disabled in any way. We may feel uncomfortable or ill at ease at first. Do not confuse disability with illness. The general health of most disabled people is as good as that of anyone else.
不要想我们要求你怎么去做,而要问问自己怎么能更好地帮助他们。等到客人接受了你的帮助后,你才可以为他们做更多。我们中的大多数人没有服务残障人士、或和他们工作的经验,所以刚开始可能觉得不适应或者觉得很困难。不要把残障人士和生病的人混为一谈。大多数残障人士健康状况良好,就和普通人一样。

Language    语言
  • Avoid using the word “handicapped”, use the words “disabled people” or “people with disabilities”
  • 避免使用残疾人这个词,使用“残障人士”这个词
  • Avoid language that suggests that people without disabilities are “normal”
  • 避免使用的语言中歧视残障人士是不正常的
  • Avoid discussing people by their condition
  • 不要向残障客人关于他们的残障问东问西,刨根究底
  • Word such as “cripple”, “retarded”, “defective” or “dumb” are offensive
  • 不要使用无礼冒犯的词语,如“瘸子”“傻子”“白痴”“哑巴”
  • Concentrate on the fact that people with disabilities are individuals and should be treated as individuals
  • 谨记这个事实:残障人士也是人,要和其他客人一样平等地对待
Conduct   指导

There are many types of disability, some of which you may be aware, others you may not, or may not be able to recognise. Although these guidelines are intended to raise your awareness with regard to more easily recognisable disabilities, all customers, no matter what disability, should be provided with the highest standards of courteous customer service.
残障人有很多种,有些你可能可以看出来,有些不能或者很难辨认。以下的指导可以帮助您辨认出客人是否是残障人士,我们对所有的客人都会同等对待,提供为贴心细致的服务。

Hearing impaired customers    听力不便者
  • If necessary, attract attention with a light touch on the customer’s shoulder
  • 必要时,可以轻拍客人的肩膀引起他/她的注意。
  • Do not shout. If the customer cannot hear what you say, write it down
  • 客人听不见你说的话时,不要大喊大叫,写下来。
  • Look directly at customers who lip-read and speak slowly and clearly
  • 认真地凝视客人,用读唇的方法理解客人,对客人说话时,语速和缓、发音清晰
  • Use your hands, body movements and expression to help the customer understand you
  • 用手、肢体动作来帮助客人理解你
Mobility impaired customers    行动不便者
  • Try to put yourself at a wheelchair user’s eye level to avoid stiff necks
  • 尽量弯下腰和坐在轮椅上的客人平视,以免一直低着头脖子僵硬。
  • Come round to the customer’s side of reception desks, the counter or the bar
  • 在接待处、柜台、吧台,要站在客人的(一侧)旁边帮助他/她
  • Offer help with heavy doors
  • 看到行动不便者,主动为他们开门
  • Offer assistance with coats and bags
  • 帮助他们放或者取外套和包
Sight impaired customers    视力障碍者
  • Always speak to a sight-impaired customer when you approach them – say clearly who you are
  • 当走近视力障碍者时,要大声地告诉他你是谁
  • To guide the customer if necessary, walk slightly in front allowing them to hold your arm
  • 引导客人到餐桌前,必要时稍微走在他们的前面,允许他们挽着你的胳膊。
  • Do not leave the customer talking to an empty space. Tell them before you move away
  • 不要让客人对着空气说话,你离开时要告诉他/她。
When you take payment    客人买单
  • Check the amount given to you before you process the transaction
  • 把零钱给客人前仔细数下金额
  • Count the customer’s change out loud, coin by coin, as you place it in their hand
  • 把找回的零钱递到客人的手上时,大声告诉客人有多少,一分一角都要告诉清楚
  • Check the customer has picked up all their possessions
  • 查看客人是否拉下东西

Complaints   客人的投诉

The procedure    应对步骤

Sometimes, even when we do our job well, our customers may not be happy with the service we provide. This is our opportunity to turn negative feelings about Restaurant Bräuhaus into positive.
尽管我们的工作做得不错,有时,客人可能并不满意我们的服务。改变他们对赫佰世的印象,是我们的机会和使命。

Yes, we do acknowledge and deal with our disappointed customers.
因此,我们必须意识到并且及时有效地处理客人的不满。

It is very tempting to draw up a long list of rules about how to deal with our unhappy customers. We are going to discuss some basic guidelines, but we do not want you to become the rules and fail to concentrate on what is really important.
我们可以写下长篇大论,关于怎么有效合适地处理客人的不满。接下来,我们会讨论一些基本地可行的建议(指导),我们希望你不要按图索骥,忽略真正重要的部分。

Often customers are not particularly impressed when employees follow a list of rules, because they can tell  员工完全按图索骥的话,通常客人没有印象,甚至抱怨说:

  • when the smile is a fake
  • 服务员笑得不自然
  • the employee is mouthing the right word, but isn’t interested at all
  • 服务员说话时,心不在焉
  • the questions are “canned” and impersonal
  • 问的问题太过死板,不够理解客人
  • the “thank you, please come back” is not authentic
  • 说“非常感谢,欢迎下次光临”不够真诚

The truth is – excellent customer service rarely comes from following a rigid list of rules about what to do or say. 真理是—良好的服务绝不只是按部就班、按图索骥

Remember what really counts is     谨记什么是最重要的:
  • Personalised attention – being treated like an individual with very personal needs
  • 人性化的服务—关注每个客人的需要、提供细致入微的服务
  • Positive behaviour – respect, consideration, concern, appreciation
  • 积极地态度—尊重、体贴、关心、感恩
  • Being understood – their feelings, their point of view, and the facts of the situation
  • 富有同情心—理解客人的感情、想法、和他们所处的情景
  • Helpfulness – results
  • 乐于帮助—带来美好的结果

Always do your best and use your own initiative to resolve the situation. Your supervisor or manager will always be there to help and guide you if you do not feel comfortable enough to deal with it yourself. We are all working as a team to fulfil our customer’s needs.

做好你应该做的,积极主动去解决问题。如果你自己不能够应对的话,您的主管和经理会提供给你帮助和指导。我们永远是个团队,来服务客人,满足客人的需求。

Avoid saying    不要说:
  • I can’t    我不能
  • It’s not my department    这不是我的工作
  • I don’t know    我不知道
  • We can’t do that    我们不能做
  • You’ll have to    这是你的工作
  • No    不能

If you want to avoid potential stress for you and those you are dealing with, consider these three little suggestions when you think you are going to encounter a stressful conversation.
当你和让你觉得有压力的客人交流时,为了避免可能的压力和紧张,可以参照以下三个建议:

Begin with agreement       say “and” instead of “but”       use “I” statements
以同意对方为开头                   说“是/和”而不是“但是”                 用“我”这个词

plus 另外

LISTEN                     APOLOGIZE                     SOLVE                    THANK
倾听                             道歉                                      解决                          感谢
Waiting staff is服务人员就是:

taff                                                                                      员工
ust                                                                                     必须
A   pologise sincerely                                                      真诚地道歉
R   emove offending item                                              解决不愉快的情况
ell duty manager immediately                              立即报告给值班经理

Managers are经理是:

H ow may I help                                                                 我怎么帮助你
A llow telling the story and apologise                      耐心倾听客人的心声(投诉),向客人道歉
P ut it right                                                                           让一切运作良好
P revent it to happen again                                           避免此类事情的再次出现
Y our actions will make the day of the guest         你的服务会影响客人一天的心情

Closing duties   赫佰世打烊工作

The last order for food is taken 20 minutes before closing. Drinks and cakes are served up to 5 minutes before closing.
最后的点单时间是打烊20分钟前、最后的饮料和蛋糕供应时间是打烊5分钟前。

Restaurant    餐厅
  • Remove condiments from the table
  • 拿走餐桌上的调味品
  • Clean tables and bases with appropriate chemical.
  • 用清洁剂清理桌子
  • From stations, clear away all open food
  • 从服务点开始,清除所有已开口的食物
  • Clean stations with appropriate chemical
  • 用清洁剂清理服务点
  • Place all trays in kitchen to be washed
  • 把餐盘放到厨房洗碗区
  • Remove napkins from trays and place in linen bag
  • 把托盘中的餐巾纸放回亚麻袋子里
  • . This will be taken to the linen room the next morning
  • 第二天早晨把餐布送去清洗
  • Clean menus and store at your station
  • 核对你负责的菜单和备用菜单
  • Take breadbaskets into kitchen ask chef about left over bread
  • 把面包篮拿到厨房、和厨房确认是否扔掉
  • Complete cleaning schedule
  • 排好清理表