SOP 训练 – 服务员 – 日 二

Day 2  第二天

About your position  了解你的工作岗位

  • Review of what we learned on day 1
  • 复习第一天学习的内容
  • How to deal with guests,
  • 学习如何最好地为顾客服务
  • Customer needs
  • 了解顾客的需要

On Day 2 you will learn   第二天你会学到:

  • Recommended personnel equipment
  • 推荐用品
  • Language
  • 用语
  • Working equipment
  • 工作用品
  • Incidents and accidents
  • 突发情况
  • About your job requirements
  • 了解您的工作要求

Recommended equipment   推荐用品

Service cloth, cork screw with knife, matches, writing materials, ordering pads. It is advisable that you keep the following in your locker: sewing kit, stain remover, shaving kit, shoe polish, second uniform, deodorant, specialised literature.

抹布、软木螺钉刀、火柴、文具、点单本可随身携带。你可以把以下的物品放置在您的工作柜(储物柜):针线包、去污剂、剃须包、鞋油、换用的工作服、除臭剂、专业资料。

Language  用语

The first language of Restaurant Bräuhaus is the language of the country and must be spoken at all times in front of customers. Pronunciation must be as clear as possible, and you should always maintain eye contact during conversation.

The second and internal company language is English. Knowledge of German is an advantage.

Restaurant Bräuhaus  的第一语言必须是本国的国语,因此,和顾客交流时必须使用本国语言。吐字清晰,表达清楚,在交谈时要有眼神交流。公司的第二语言和公司内部语言是英语。懂得德语是个很大的优势。

Smile  微笑

A smile is defined as an expression of the face with the corners of the mouth turned up, showing happiness, pleasure, etc… At the time of writing this, I am trying to express happiness without smiling. I was expecting my eyes at least to glisten or my hair to stand on end, to relay the smile. A smile comes naturally as long as you are happy, happy to see the customer or your guests. You cannot truly smile if you are not happy, and using make up is always noticeable. If you truly smile your guest may say “Hello” before you can open your mouth. This is because the guest trusts you, therefore you may use “Hello” or any warm expression: “Nice to see you, how are you today?”

微笑指嘴角向上呈现的表情,表达开心快乐等。撰写此文的时候,我发现微笑是表达快乐的最好的方法。我们微笑时眼睛要闪光、头发直立。 只要您开心,开心的去服务顾客,您的笑容就是自然的。只有开心你才会真正地微笑,即使使用化妆也是显而不同的。顾客会先和你打招呼当看到你真诚的微笑。因为客人信任您,你可以用“你好”或温暖的问候“很高兴见到您,您今天好吗?”

 

Equipment   用品

——————————————-Abb

Glasses   杯子

——————————————-Abb

Restaurant Bräuhaus beer glasses   赫佰世餐厅啤酒杯

——————————————-Abb

 

Weisse                                 Lager                                   Lager                                   Lager                            Lager
„Spitzingsee”                  “Glass mug”                   “Donauseidl”                  “Stone mug”               with lid
全麦啤酒杯                           拉格啤酒杯                          拉格啤酒杯                         拉格啤酒马克杯            拉格啤酒杯
(有盖)
0,5L                                            1,0L                                               0,5L                                         1,0L                                            0,5L

——————————————-Abb

 

Standard glasses  餐厅使用杯子

Long Drink           Tumbler               Water           Shot                 Champagne       Wine                   Capirinha
长饮杯                      平地玻璃杯             水杯               烈酒杯              香槟杯                    葡萄酒杯            鸡尾酒杯

——————————————-Abb

Cutlery  餐具

Fork                                                             叉
Knife                                                            刀
Spoon                                                         勺
Long stemmed spoon                       长柄勺
Tea spoon                                                茶勺

——————————————-Abb

Crockery  餐具

Main course                          Set plate                                  Pizza                                          Snacks/Main
主菜盘                                       摆台盘子                                   披萨盘                                        小吃盘

——————————————-Abb

Snacks/Starters, Desserts                                Salads/Soups                      Dips                          Dips/Spreads
小吃盘/头盘/甜点盘                                               撒拉盘/汤碗                            碟子                          蘸酱碟/涂抹碟

——————————————-Abb

Bayrisch Krem              Coffee/Tea                            Espresso                .
甜点杯                                咖啡杯/茶杯                            意式浓缩咖啡杯

——————————————-Abb

Condiments   调味套具

——————————————-Abb

Table set up  摆台

——————————————-Abb

 

Back of house  后台区

The definition of back of house is the area where the restaurant staff meets the kitchen staff. The border being the kitchen units where the chefs place any orders waiting to be taken into the restaurant. It will be the responsibility of the Manager to make sure that this area is left clean and tidy. All breadbaskets should be emptied and stacked neatly. Any dirty restaurant plates taken to the dishwashing area. All surfaces have to be cleaned on a daily basis. They have to be wiped down and left clean after the closing of the restaurant.

后台区是指餐厅员工和厨房员工交接的地方。就是厨师把准备好的食物放置在这个区域、服务员再送给顾客。
经理必须确保后台区干净整洁。
清空面包篮里的食物并且摆放整齐、脏盘子要送到洗碗区。
所有的台面必须每天擦干净、餐厅打烊后这些台面必须是干净的。

Incidents – Accidents   处理突发情况

The procedure   规范的流程

We have already mentioned that the social skills of the food and beverage service team are most important in their dealings with the guest, that is customer contact. It is the way each and every member of the team copes with the day to day incidents which may arise and for which there is really no stereotyped answer, each incident being settled in a way best suited to the situation. The staff, if they are carrying out their job correctly, are there to meet and satisfy the demands of the customer. When an unforeseen incident arises it must be coped with promptly and efficiently without causing any more disturbance that is necessary to any of the other guests. Quick action will very often soothe the angry guest and ensure a return visit to your establishment. It is worth remembering at this stage that in a case of complaint, whatever their nature, it should be reported immediately to the supervisor or someone in a responsible position. A delay only causes confusion and is very often wrong interoperated if left to be dealt with later. In the case of accidents, whether of a minor nature or serious, a report of the incident must be kept and signed by those involved.
Listed below are a few of those incidents which might occur and the suggested steps that should be taken in order to put right any fault.

就像我们之前谈到的,餐饮行业,对客人打交道的能力,也就是和顾客的交流能力是最重要的。每个餐饮从业者每天可能都要面对各种各样的服务突发事件和事故,但是没有墨守成规的固定的解决方法。员工尽职尽责地完成工作,满足顾客的需求,使客人满意他们的服务。面对突发情况和每一位客人的问题,服务人员要立即采取应对措施,绝不能有任何的耽搁。及时地处理能平息客人的怒火,让您有更多的回头客。谨记的一点是,在处理客人的抱怨何投诉时,无论是不是客人太过吹毛求疵,都要及时地报告给主管或者其他的负责人。任何的耽搁只会导致客人的困惑,如果延后处理的话,大多演变成恶性事件。处理突发事件时,不管是一般的还是严重的,必须要有一个书面报告,且需要相关人员签字。
以下列出可能会出现的突发事件和可供借鉴的合适的步骤。

It is possible that during the service you spill some sauce or gravy on the table
当你把调味汁和肉汁溅到餐桌时

Check immediately that nothing dripped onto the guest. Apologise to the guest.
立即查看是否溅到客人的身上,向客人道歉。

If you dropped something on the guest’s cloth allow the guest to rub over the dirtied area with a clean damp cloth. This will remove the worst of the spillage.
把酱汁溅到客人的衣服上时,递给客人一个干净的湿抹布,能够擦掉较脏和顽固的污渍

If it is necessary for the guest to retire to the cloakroom to remove the spillage then the meal should be placed under the heating bridge in the kitchen until he or she returns.
如果客人需要到换衣间擦掉污渍,客人的食物要放到厨房的加热区,当客人回到餐桌时,再把食物端上去。

Depending on the nature of the spillage the Restaurant Bräuhaus may offer to have the garment cleaned. Always check with your supervisor or manager before you offer dry cleaning.
根据溢出的调味汁不同,我们餐厅有干净的衣服可供客人更换。要询问主管或经理是否可以拿衣服供客人更换。

Check the table for any spillage and clean it with the appropriate cloth or rug away. Any items of equipment removed should be returned to their correct position on the table top.
检查桌面是否有污渍,用抹布擦干净。餐桌上拿走的任何物品都要归位。

Any meals taken to the heating bridge should be returned and fresh cutlery provided. Again apologise to guests for the inconvenience you have caused.
拿到加热区的所有食物都要重新端给客人,并使用新的干净的餐具。向客人说:抱歉,给你带来的不便。

A glass of water knocked over accidentally by a guest  客人不小心打翻饮料

Ensure that no guest has been spilled.
立即查看是否溅到其他客人

If some of the water has dropped on the guest’s clothing then follow the same procedure as above.
如果水溅到客人的衣服上,参照以上步骤

Clear away all diluted items and clean the table with a clean absorbent cloth.
用干净吸水的抹布擦溢出的饮料,并把桌面清理干净

Reorder the spilled dishes in the kitchen by posting it in the till as special order and inform your supervisor about the incident.
把泼洒出来的菜输入到点单系统中记录下来,并告诉主管

A guest claims that the served dish is “off”  当客人抱怨菜不合口

Apologise to guest and inform him that you will bring the dish back to the kitchen.
向客人道歉并告诉他/她把菜拿回换掉

Take the dish and bring it instantaneously in the kitchen and inform the chef in charge about the guests claim.
立即把菜拿回厨房,告诉负责处理客人抱怨的厨师

Inform your supervisor immediately thereafter.
然后立即告诉主管

Apologise to the guest if this has not been done by the supervisor yet. Offer the menu to guest and ask if he or she would like another portion of the same dish or choose something else as an alternative.
如果主管还没有处理的话,再次向客人道歉。给客人拿份菜单,询问客人是否愿意换成同样的菜或者选择类似的菜。

Write out a special check for the new order. This shows the dish being returned and what the guest is having instead.
客人重新点单后,特别标注下,表明这道菜已换掉,和客人重新点的菜。

Collect the new dish as soon as possible from the kitchen and serve it to the guest
客人换得菜要尽快地端给客人。

Apologise again.
再次道歉。

It is the responsibility of the chef in charge to decide if the dish will have to be taken off the menu.
厨师来决定是否从菜单中除去这道菜。

The manager or the supervisor of Restaurant Bräuhaus will state as of whether the guest will be charged for the alternative dish.
根据赫佰世的规定或主管来决定客人换的菜是否要钱。

A waiter/ress finds a guest wallet under a chair  服务员发现客人的钱包掉在椅子下时

Check immediately whether the guest left Restaurant Bräuhaus. If he/she is still in the area the wallet may be returned to him/her.
立即查看客人是否已经离开我们的餐厅。如果客人还在餐厅,立刻拿钱包还给他/她。

If he/she left the restaurant area the waiter/ress should hand the wallet to the supervisor in charge.
如果客人已经离开餐厅,服务员要把钱包给当日值班的主管

The supervisor can check with reception of Jinling to see if the guest is staying in the hotel.
主管可以和金陵饭店确认客人是否住在金陵饭店。

If the guest concerned is a resident, then reception may ring his/her room, stating the wallet has been found and can be collected at a convenient time.
如果客人住在金陵饭店,前台可以打他/她房间的电话,告诉他/她的钱包掉了,方便时可以过来拿。

If the guest was a regular customer then it is possible that the waiter know where to contact him/her to call for the wallet.
如果是熟客的话, 服务员可能知道客人联系方式,可以告知顾客

If the guest is a regular customer but cannot be contacted then the wallet will be kept in the office until the customer’s next visit.
如果是熟客的话,服务员不知道客人的联系方式,把钱包上交给办公室保存,下次客人过来时再给他。

If the owner has not been found or contacted immediately then the supervisor must list the items contained in the wallet with the waiter/ress who found the wallet. This list will be signed by both the supervisor and the finder. The list must be dated and also show where the wallet was found, and the time.
没有及时找到或联系到客人时,主管必须和捡到钱包的服务员一起核对钱包里的物品,列个清单,并且要他们签字。同时要写下日期、什么时候、哪个地方捡到的。

A copy of this list goes with the wallet to the office where the contents of the wallet are checked against the list before accepting it. The details of the find are then entered in a Lost Property Register.
把失物清单的复印件和钱包一起交到办公室,办公室再次核对钱包里的物品,然后收下保存。 最后把他们放在“失物招领处”。

Before the office hand back any lost property they should ask for a description of the find and its contents to ensure as far as possible that it is being returned to the genuine owner. The office should also see proof of identity of the person who claims ownership.
把失物放至“失物招领处”时,同时要交给一张详细的表格,写明钱包信息和钱包里的物品,确保把钱包还给真正地主人。办公室也要查看客人的有效证件确认识真正地失主。

In the case of found property the above mentioned steps should be carried out as quickly as possible as this is the best interest of Restaurant Bräuhaus and causes the guest minimum inconvenience. On receipt of found property the guest should be asked to sign for the received item and also give his or her address.
发现客人丢失的钱财,一定要尽快地按照以上的步骤处理,因为这关乎赫佰世的最根本利益,能够极大地减少客人的不便。在失物招领清单上,顾客要写下所收到的物品和他/她的地址。

Any lost property unclaimed after a specific amount of time may become the property of the finder who would claim it through the Management.
失物长期没有人认领,依据制度,捡到的人保存。

A guest falls ill in our restaurant   客人在餐厅生病

As soon as it is noticed that a guest is feeling unwell while in our restaurant a person in charge as well as a first aider shall be called immediately.
当发现有客人在餐厅不舒服时,立即叫餐厅里负责此类事宜的急救人员。

The person in charge or first aider must enquire if the guest needs assistance or medical help. At the same time he/she must try to judge whether the illness is of a serious nature.
负责此类事宜的急救人员必须询问客人是否需要帮助或者吃药。同时,急救人员要尽力判断出客人的病是否严重。

It is often advisable in such cases to take the guest to another room to see if they are able to recover in a few minutes.
可行的建议是请客人到另外一个房间休息,看看几分钟后能否恢复。

If this happens their meal will be placed under the heating bridge in the kitchen until the guest returns.
客人在另外一个房间休息时,他们的食物要放到厨房的加热区,等到客人回来时再端过去。

If the illness appears to be of a serious nature, an ambulance will have to be called.
如果客人病情比较严重,要叫救护车。

Although this a difficult situation to deal with in front of the general public a minimum of fuss shall be created, and the service of to the restaurant remains in the usual operational way.
把客人送到救护车,可能会引起餐厅的混乱,但是要尽力安抚大家,保证餐厅像平日一样顺畅运行。

If the ill guest is a woman then a female member of staff should attend her.
客人是女士的话,要安排一位女服务员帮忙。

It is of great important that all accidents, minor or serious are kept on record. This is for future reference and the case that the guest wants to press charges against Restaurant Bräuhaus at a later date.
不管客人病情是否严重,遇到此事时都要记录下来,作为备份以后可参照,也可日后顾客和我们餐厅起冲突时,可用作证据。

If the guest recovers and returns to the table and wants to continue with the meal, then a fresh cover will be laid and the meal returned from the heating bridge.
如果客人恢复了,并且回到餐桌前,想继续用餐,用新的盖子把食物盖起来,从加热区端给客人。

If a guest is suspected of being drunk  遇到可能喝醉的客人

If a guest asks for a table and the member of staff believes the guest is possibly under the influence of alcohol the staff member may refuse a table, even though there may be one available.
遇到醉醺醺或明显喝醉的客人来用餐,即使餐厅仍有空座,员工也可告诉客人没座了。

It is not always possible to recognise and a guest may become unpleasant after being seated.
有时可能没看出来客人是否已经酩酊大醉,即使安排客人坐下来,他/她可能不开心。

When it is impossible to handle a person inform your supervisor, who then will deal with the guest.
不知道怎么处理这种情况时,告诉主管,他/她会处理醉酒的客人。

If there is the necessity to remove the person from the restaurant you will have to ask for security.
必要时可叫保安帮助,让客人离开餐厅。

Ask your supervisor to speak with an allegedly drunk person first in order to judge if the guest can be served or.
让你的主管和疑似喝醉酒的客人先交谈,来判断他/她是否喝醉。

The guest will then be asked to leave rather than let them become obnoxious to other guests later on.
主管判断客人喝醉后,要求客人离开,而不要让他们继续呆在餐厅影响其他客人。

If the guest has already consumed part of the meal but is not being obnoxious then the remainder of the meal will be served, but the supervisor must ensure no more alcoholic beverages are offered.
如果喝醉酒的客人已经用餐了,而且此客人并没有影响到其他顾客,可以让他继续用餐,但不再给他酒了。

After the guest finishes his stay it is advisable to observe the guest while leaving the premises
客人用完餐后,最好是观察客人是否已经喝醉。

It is always advisable to wirte a report of such an incident, and be brought to the attention of the restaurant manager for future reference.
最好可以记录下此类事件,并递给餐厅经理查看,方便以后的参照。

A customer’s appearance in not satisfactory  客人衣冠不整

If a guest’s appearance is likely to be offensive to others then they may not be seated.
A report of this incident must be made and signed by the staff member.
如果客人衣冠不整,影响到其他客人,可不接待此客人,相关员工要把此事记录下来,并且签字。

It is advisable   可行的做法是

…to write a report when any incident occurs immediately. The basic information that should be found in the report is as following遇到任何突发情况,都要记录下来,并且要包含以下信息:

  1. Place   地点
  2. Date   日期
  3. Time   时间
  4. Nature of incident   事故性质
  5. Individual reports from those concerned and signed   相关人员的记录和签名
  6. Action taken   采取的措施
  7. Name, address and phone number of the guest where applicable    客人真实的姓名、地址、电话号码
  8. Name of the staff member. 员工姓名

About your Position   了解你的工作岗位

Waiter, chef de range   服务员

Reports To  向上报告:                         Restaurant manager, Assistant manager, and Supervisor                                                                                                         向餐厅经理、餐厅代班经理、主管报告

Department  所属部门:                      Restaurant   餐厅部

Responsibilities  工作职责:              Section of a Restaurant  负责餐厅某区域

Requirements  任职要求:

The waiters must possess at least 6 months to one year experience, preferably in a fast moving environment, but not from a self-service aspect. They must have a very competent level of English. They should have a very individual and outgoing personality and be able to put up with high levels of pressure. Some knowledge about food, wines and beers would be helpful.
服务员要有至少半年和一年的相关工作经验,最好是在繁忙地工作环境里,而不是自助餐厅。同时他们能用英语进行日常交流。服务员要有开朗外向,抗压能力好。最好能够了解西餐、酒类饮料等。

They should always check the weekly restaurant staff rota to see what their rota time to work is. They should aim to arrive 5 minutes before the start time. On arrival they should check the daily work plan to see which station they have been scheduled to work on and to see which supervisor they have been assigned. They will then need to prepare the station for the service. Along with the runner they will need to: Polish enough glasses to cover the day’s service, clean all the silver ware, which includes large and small forks and knives, cruets, sugar bowls, wine stands and buckets. Prepare enough mise en place for the whole shift to set up the restaurant. Therefore they will use sufficient polished glasses and cutlery, take care of the stock of china, condiments and beverages. Supplementary they will restock the restaurant if necessary during the service. Following the daily cleaning rota and job allocated on the day and adhere to the correct standard of personal appearance and hygiene.
服务员要时间查看每日轮值表,确定自己的上班时间。 每次上班早到五分钟。到达餐厅后立即查看每日工作计划,确定自己的工作内容和督促他们工作的主管。然后到负责区域准备工作。服务员和传菜员一起负责一下工作:准备每天需要的杯子,擦洗干净,擦拭所有的银器,包括不同大小的刀叉、调味瓶、糖罐、放葡萄酒小桌、酒桶。 准备餐厅营业时间每个班次所需的物品。确保餐厅有足够的擦拭干净的杯子和餐具、处理好瓷器餐具、调料品和饮料。必要时,要及时补充这些物品。服务员要按照清洁轮值表和每日工作分配开展工作,保持良好的个人形象和卫生。

At the opening time the waiter should be present on the station. The waiter is totally responsibility to control his station. They will be responsible for taking all the orders with possible help from the supervisor. They will oversee that the correct mise en place is placed in front of the guest, that the food is delivered from the kitchen as quickly as is needed and is served to the correct guest (without having to auction the food around the table).
餐厅营业时间,服务员应在自己的服务负责区域,全面负责区域的工作。服务员负责所在服务区域的点单工作,可能的话主管也会提供帮助。他们要查看客人面前摆放合适的餐具,快速准确地为客人上菜(服务员要熟记得每位客人所点的菜)。

The waiter has to greet the customers and to ensure a prompt and efficient service for all customers, promote the menu, recommend the daily special, the correct use of the till and cash handling. He/she has to communicate to the chefs all customer requests, to handle customer’s queries, giving information and deal with minor complaints. All complaints have to be reported to the supervisor and/or manager.
服务员要和客人热情地打招呼,并确保快速地为客人服务,递上菜单、向客人推荐每日特色菜、熟练地点单和处理现金结账。服务员要告知厨房客人的特别需求,解答客人的询问,反馈和处理客人的投诉。服务员要及时把客人的投诉反馈给主管或者餐厅经理。

They will be responsible for the order taking and along with the runner they will serve all food and drinks. The waiter and runner as a team will then need to clear the table. Then the dessert order should be taken and served. They will then make sure a coffee order and after dinner drinks order is taken and served.
服务员负责点单,在传菜员的帮助下,为客人上菜和饮料。客人享用过头盘和主菜后,服务员和传菜员协作一共清理餐桌。然后为客人上甜点。服务员要确保客人点过和喝完饮料后,最后上咖啡。

The waiter alone will be responsible for presenting the bill to the guest. They are also responsible for making sure that the correct payment is received. After wishing the guest good bye they will need to set up the table for the next guest.
服务员把账单呈给客人,在客人准确付钱后欢送客人离开。友好地和客人说:欢迎下次光临,谢谢,再见。然后重新摆台迎接下一位客人。

Serve the dishes following the numeration. The name of every dish needs to be announced when served. Check the ashtray. Refill drinks or ask for another one. Remove empty glasses. . . . (refer to the SOP)
按点单顺序依次上菜,上菜时要告知客人每道菜是什么,看客人是否需要烟灰缸,帮客人添酒,询问客人是否再来一杯。拿走空的酒杯(具体可参照标准操作流程)

Give the dessert menu to the guest. Take the dessert order and the coffee order at the same time and find out if they want it with the dessert or afterwards.
把甜点菜单递给客人。给客人点甜点的单子时同时问客人是否要咖啡,并询问咖啡和甜点一起上还是甜点之后再上咖啡。

After the last guest has departed, they will be responsible for setting the tables ready for the following day’s business. The side station will be cleaned with no food or water or dirt left over night. They will also leave enough mise en place ready in the station to start the next day.
在餐厅最后一波客人离开后,服务员把餐厅所有的台摆好,为第二天的营业做好准备。服务点的食物和饮料要清理干净,不能留下任何的残留。同时要摆好次日所需的餐具和其他物品。

Put ashtrays on the tables in the smoking area. Prepare cups, saucers, side plates, and milk jugs on the stations. Check ketchup, mustard, mayonnaise, vinegar, oil and Parmesan on the station. Prepare the trolley where applicable.
吸烟区放好烟灰缸,服务点摆放好杯子、调料碟、小盘子、牛奶壶。检查服务点是否有足够的番茄酱、芥末酱、蛋黄酱、醋、油、和帕玛森奶酪。必要时也要准备小推车。

Runner   传菜员

Reports To  向上报告:                         Restaurant manager, Assistant manager, supervisor and waiter                                                                                          向餐厅经理、餐厅副经理、主管和服务员报告

Department  所属部门:                      Restaurant 餐厅部

Responsibilities  工作职责:             Section of a Restaurant 负责餐厅某一区域

Requirements  任职要求:

The runner should have previous experience in a restaurant, but not from a self-service aspect. They must have a good understanding of the English language. They should have a very individual and outgoing personality and be able to deal with high levels of pressure. Some knowledge about food, wines and beers would be helpful.
传菜员要有在餐厅工作的经验,但不是自助餐厅。能够熟练掌握英语。个性开朗外向,抗压能力好。最好能够了解西餐、酒类饮料等。

The scope and general purpose of a runner is to prepare the restaurant, including all necessary mise en place for service and assist and support waiting staff during service in a professional, efficient and courteous manner.
传菜员一般的工作职责是为餐厅运行做好准备工作,包括服务客人前的准备工作,和协助和支持服务员以专业、高效、礼貌地服务客人。

Main Duties   主要职责:

To clean agreed designated areas, in accordance with the SOP, morning/evening routines and hygiene requirements.
按照标准操作规范和卫生要求,每天早晨和晚上例行打扫餐厅的某一区域,

To clean and refill cruet and condiment set,sauces and chutneys to ensure consistent supply.
清洁并且补充调料瓶、调料品套具、酱汁和调料酱,确保够次日使用

To ensure that flowers and table decorations are fresh and comply with agreed standards.
确保餐桌上的鲜花和装饰是新鲜,和整体氛围协调。

To set tables to the given standards, ensuring that all items used are clean, undamaged and in a good state of repair.
按照给定的标准摆台、确保餐桌上的所有物品干净、完好无损。

To ensure sideboards on stations are adequately stocked with replacement cutlery, linen or other established needs, food or equipment.
确保在服务点的餐具柜里放置好足够的餐具、桌布和其他的必要物品。

To serve food and beverages in accordance to the company’s standards, from the kitchen or bar to the relevant station and hand over to the waiter to be served.
传菜员根据餐厅的服务操作规范,从厨房或吧台把食物和饮料送到特定区域或递给服务员,

To be totally familiar with the composition of all menu items.
传菜员要熟记菜单内容

To carry food and beverages above all in a professional, courteous manner.
以专业、礼貌的方式把食物和饮料送到特定区域或递给服务员,

To clear tables and ensure they are cleaned as soon as it is apparent that customers have finished their food or drink with an acceptable balance between speed, yet allowing customers to finish their meal without feeling rushed.
看到客人吃完食物或喝完饮料,以得当的方式和间隙清理餐具和杯子,要让客人从容地享受美食,不能过快地清理餐桌让客人觉得有压力、匆匆忙忙地用餐。

Be aware of and practise good customer relations, assisting the guest in any way which does not negatively affect other customers.
深刻意识到并且和顾客建立良好的关系, 积极主动地去帮助客人,给顾客提供如沐春风、细致入微的服务。

To acknowledge guest complaints and inform your supervisor or manager instantaneously.
耐心对待顾客的抱怨,并及时报告给主管或餐厅经理。

To be continually aware of, and maintain, the highest standards of personal hygiene and dress code.
牢记于心、并不断坚持提高个人卫生和穿着规范。

To attend meetings and training courses as required.
根据工作需要,参加会议和培训课程。

SOP 训练 – 服务员 – 日 二
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