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That the Private Dining Room service is more elaborate and finer than that of the Main Dining Hall. The staff is experienced, discreet and knowledgeable. The service sequence and procedures will be tailor-made to meet with special requests of individual guest to ensure that all guests in private dining room will receive the best, most efficient and effective service. Food will be served to the guests by friendly smiling staff.
包间服务要更高于厅面服务，服务人员要有经验，信心并且知识丰富，所有的食品及服务程序将因应个别不同要求而相应提供最合适的服务方式。
Why is this task important for you and our guests?
为什么这项任务对你和客人都十分重要？
Answers: 回答：
1. To maximize guest satisfaction
最大化提升客人满意度
2. To ensure the guests are satisfied with the special attention given in the Private Dining Rooms
确保包间的客人因为得到了特别的关注而感到满意
3. To ensure the Private Dining Room service is more elaborate than that of the Main Dining Hall
确保包间服务不同于厅面服务
4. To ensure the staff is aware and well trained on how to handle individually served dishes
确保服务人员受过良好的培训并懂得如何分餐
| WHAT/ STEPS 什么/步骤 | HOW/ STANDARDS 怎样/标准 | TRAINING QUESTIONS 培训问题 | |
|---|---|---|---|
| 1．Pre-check (before the guests arrive) 在客人抵达前检查 | *The PDR must be set up as per request such as: number of attendance, table and seating arrangements, tabletop requirements. 包间必需按照要求摆设：人数，桌椅装饰、鲜花等 *Check if the name is on the Guest History List, look at the Guest History Record to find out the guest’s likes, dislikes and special requirements, and follow up accordingly. 检查客人记录，检查客人历史以便发现客人的喜 好，特殊要求，以便提供相应服务 *If the menu has been confirmed, table menus must be placed on the table. Type of menu covers used is based on the menu price. 如果菜单已被确认，菜单必需要放在桌上,要根据 菜价制作菜单封面 *All mise-en-place must be checked and ready for service, ensuring that they are what the guest requested. 做好准备工作，确认都是客人需要的 *Service Bar –if there are no pre-ordered beverages, a small beverage display is to be set up discreetly. 服务酒吧 - 如果没有点提前点酒水，设置一个小 型酒水展示 *Set up a pre-dinner cocktail area if required. 如果需要，布置一个鸡尾酒区域 *The staff assigned to the PDR must check whether the kitchen order is in order, all requests in place and ready for service (if the menu has been confirmed). 包间服务员必需跟进厨房的菜单是否正确，所有 的要求都已准备好(如果菜单确认) *Have all condiments and sauces ready according to the menu. 根据菜单，准备好所有的调料和汁酱 *Check if there is any special requests such as seating arrangements, baby chairs, number of seats, table decorations, face towels,serving gears, operating equipments,special wine/beverage arrangements, special food requests eg - no pork/no lard, vegetarian, etc. 检查是否有特出要求，例如座位安排，婴儿椅， 餐桌装饰，面巾，服务车，营运设备，特殊酒水 安排，不吃猪肉，素食等 *All special requests must be followed upbeverages prepared and related equipments ready eg - glasses, wine coolers / baskets, warmers for Chinese Huadiao wine, pots, cups, dried prunes, rock sugar. 所有的特殊要求都必需得到执行，准备好酒水和所需器具，例如玻璃杯，冰筒，酒篮， 花雕酒加热设备，酒壶，冰糖等 *Soy sauce, chili sauce, tidbits and face towels can be pre-set on the table. Drinking water can be pre-poured, and wines can be opened to let it breath if the wine is confirmed in advance. 酱油，辣椒酱可提前放在桌上，毛巾提前摆放， 饮用水提前倒好。如果葡萄酒已提前定好，可以打开以便酒呼吸。 *All cold appetizers should be pre-set on the dining table before the guests proceed to the table if the set menu is confirmed in advance. 如果套餐菜单已提前定好，可将所有凉菜在客人 | Why should the PDR be set up according to the number of guests? 为什么根据客人的人数摆台？ Why should you check if this is the first visit for the guest? 为什么要检查客人是否第一次来？ Why should you check the guest’s history? 为什么要查询客人历史？ 4. Why are the menus placed on the table? 为什么要摆放菜单？ Why are the menu covers based on the menu price? 为什么要根据菜价制作菜单封面？ 6. Why should all mise-en-place be ready? 为什么要做好准备工作？ 7. Why should a small beverage display be set up? 为什么要设置小型酒水展示？ 8. Why should you follow up with the kitchen? 为什么要跟进厨房？ 9. Why should all the sauces be ready? 为什么所有酱料必须准备？ 10. Why should you check for special arrangements? 为什么需要检查特殊安排？ 11. Why should all the equipment be ready and on standby? 为什么所有的用具都必需准备好？ | |
| 2．Guest arrive 客人抵达 | *The manager must introduce himself to the host or the organizer.Unless he has knowledge beforehand, he should find out what is the nature of the party. He should also introduce to the host, the servers assigned for the party. 餐厅经理必需向主人或宴会安排者介绍自己，同时找出宴会的类型(除非提前已掌握) 同时他还 要介绍负责该宴会的服务人员给客人认识。 *The server in charge should consult with the | 1. Why should the manager introduce himself? 为什么经理要做自我介绍 2. Why should you check if there is a birthday cake? 为什么要检查生日蛋糕？ 3. If it is not organized, why should you order a cake? (time permitting) 如果没有安排，为什么要定蛋糕(如果 | |
| the service sequence, the allowed serving time and service style he isexpecting for his party. The server must serve according to the requested procedures and expectations, ensuring that everfollowed-through. guest/organizer/host the service sequence,the allowed serving time and service style he is expecting for his party. The server must serve according to the requested procedures and expectations ensuring that every detai is followed-through. 同客人、宴会安排者、主人沟通服务和序，允许的上菜时间，客人所期望的宴会服务形式， 服务员需根据客人要求的程序进行服务，确保每 个细节都能彻底完成。 *Find out who the host is, who is/are the guest(s) of honor, what is the nature of the party. If it is a birthday party, find out whose birthday it is. Is there a birthday cake and are the cake knife, forks, candles and plates ready on the side? Does arrangement for a cake need to be made. 此次宴请是生日宴会，谁是生日寿星，提前准备 好生日蛋糕及蛋糕刀/叉，蜡烛，餐盘 *Inform manager to wish the birthday. Prepare and offer longevity buns to the guests as a birthday present on behalf of the restaurant management. 通知经理为生日宴会表示祝贺，准备并提供寿 桃，代表管理层将寿桃作为生日礼物赠送给客 人。 *Check whether wines/ liquors/ beverages displayed on the service bar meet with the host’s requirements i.e.: he would like to go 时间允许) 4. Why should the staff know who the host and guest of honor are? 为什么要知道客人喜好？ 5. Why should you check if the beverages meet the requirements? 为什么要检查酒水需求 | 时间允许) Why should the staff know who the host and guest of honor are? 为什么要知道客人喜好？ Why should you check if the beverages meet the requirements? 为什么要检查酒水需求 | ||
| 认识到谁是主人/主宾，是什么宴请类型？如果 此次宴请是生日宴会，谁是生日寿星，提前准备 好生日蛋糕及蛋糕刀/叉，蜡烛，餐盘 *Inform manager to wish the birthday. Prepare and offer longevity buns to the guests as a birthday present on behalf of the restaurant management. 通知经理为生日宴会表示祝贺，准备并提供寿 桃，代表管理层将寿桃作为生日礼物赠送给客 人。Check whether wines/liquors/beverages displayed on the service bar meet with the host’s requirements i.e.: he would like to go brands, regular brands or alternated immediately. | |||
| 检查是否按客人要求准备好了酒水，例如，他需 要高级品牌，一般品牌或者马上更换。 *Check whether guest in the room still expecting other people. 查询客人是否等候任何其他人士。 | |||
| 3．Menu 菜单 | *If the menu has not been arranged, set menus of different price range must be ready and kept aside. These can be proposed to the host or organizer when he/she arrives. 如果菜单没有确认，准备好不同价位的套餐菜 单，等主人或宴会安排者到达时提供给他们选 择。 *Alternatively the a la carte menu can be given. 同时零点菜单也准备在旁，当客人需要时可马上 提供。 *(internal note for staff only: for kitchen operation, a set menu is preferable). 内部提示：从厨房工作出发，套餐菜单更优越 *Manager/Chef should be responsible for all menu arrangement for the guest in private dining room if the menu has not been organized in advance. This is the Manager’s/Chef’s responsibility. 所有包房如末有预先安排妥当，应由经理或厨师 长向包房客人建议菜单。 | Why should you have a number of set menus available? 为什么要准备不同的套餐菜单？ 2. Why should the menus be of different price range? 为什么要提供不同的价位？ 3. Why is a set menu preferred operationally? 为什么套餐菜单更优越？ | |
| 4．During dinner 服务过程中 | *The Manager should assign the guest’s favorite staff to serve the party (if any). 经理应安排客人喜欢的服务员服务(如果有) *The assigned staff are to stand by at all times, and must not leave the room unattended. 指定人员必需守候，包间里不能没人看守。 *The Manager must arrange for extra manpower to meet and satisfy the needs upon guest arrival and commencement of dinner ensuring proper service is offered. The extra staff can be released after guests have settled down and dinner has started. | Why should the assigned staff not leave the room? 为什么指定的服务员不能离开房间？ Why should the favorite service staff be assigned? 为什么要安排客人喜欢的服务员？ | |
| 经理必须安排额外人手於客到期间，提供合适及 足够的服务，一般客到至起菜期间，所需额外服 务特别繁复，及额外要求特别多，固这段时间内， 一定 要满足客人所需，不可有失。 Service Process: a. Help seat the guests，when pulling out the chair for guest to sit down, guest should be aware of, server should push it back to a position where guest can sit comfortably, server should not go away, while pulling out the chair.帮助客人入座，当服务员把椅子拉开，让客人座下时，要让客人留意到，并小心地把椅子推到客 人方便坐下的位置。不可拉开椅子後，跑往别处。 b. Unfold napkin for each guest, note: napkin must not be laid under the show plate, or the bone plate. It should be on the knees of the guest. 为每位客人打开餐巾，注意: 绝不可把餐巾垫於。展示碟/骨碟下，应该把餐巾覆盖在客人的膝盖上。 c. Serve the Chinese tea, note: the underliners and the bottom of teacups should be kept clean and dry at all times to avoid tea dripping onto the guests when drinking. Change the underliners when required. 服务热茶，注意：当茶底碟弄湿/弄脏时，要为 客人更换，时常保持，茶底碟及茶杯底干爽及清 洁，以免客人喝茶时，让茶杯底的茶滴到其身上。 d. Remove the chopstick covers ， note: ensure chopsticks with identical designs facing the upwards are being placed on the rest. 撤掉筷套, 注意: 把有字及同字型的一面，放在筷子架上。 e. Serve hand towel to each guest, note: do not use same tongs and container for clean and soiled towels. Summer - cold towels first then hot; Winter - hot towels throughout. 为客人服务手巾，注意: 不可用同一器具/皿上新 手巾或收用过的手巾。(夏季先上冻巾，後上热巾; 冬天全上热巾) h. Take the drink orders and serve immediately if number of persons in the party is manageable, otherwise, soft drinks, juices, beer should be pre-poured in glasses and served from the tray. Inform the kitchen to start preparing food. 点酒水并服务酒水, 如在座人数较多时，应把不 同汽水，果汁，啤酒等先倒入杯内，用托盘把已 斟好的酒水拿到各客人旁边，让其选择，并马上 直接把饮品放到客人前面。通知厨房预备起菜。 f. Check the number of guests and inquire with them if the food service can commence. 查询客人人数及可否起菜 g. Check with the guests if they want the food served individually or placed on the table to share. 查询客人需分餐或正常上菜。 | |||
| 5．Serving individual courses 分餐 | *Prepare for the food arrival by ensuring the bone plates and serving cutleries are ready for use. 准备好骨碟及餐具等待食品到达 *When the food runner arrives with the food, the service staff is to present it to the guests, announcing the name of the dish. 当传菜员将食品送到后，服务员要向客人展示 *Say: “Please, here is your XXX (name of the dish), I will plate it for you” “这是 XXX，我将为你们分餐.” *(If the guests are in conversation, just introduce the dish. The last part does not have to be mentioned all the time).最后的部分不用每次都讲，尤其时客人在交谈时，只报菜名即可 时，只报菜名即可 *Go to the side station with the food plate. Distribute the food onto smaller plates. Use some of the garnishes to decorate them. (This has to be done in a fast manner to avoid the food from getting cold). | 3. Why should you prepare for the food arrival? 为什么要在食品到达前准备好 4. Why should you show the food to the guests and announce the name of the dish? 为什么要展示并报菜名？ 5. Why do you dish out the food on the side? 为什么要在边上分餐？ 6. Why should you use the garnishes as well? 为什么同样要装饰？ 7. Why should the food distributed on the plates look similar? 为什么所有的盘子都要类似？ | |
| *Go to the side station with the food plate. Distribute the food onto smaller plates. Use some of the garnishes to decorate them. (This has to be done in a fast manner to avoid the food from getting cold). 将菜盘拿至边台，分到小盘中，用一些装饰品来 装饰小盘(这需要用快速的方法以免食物变凉) *Food on all the plates should have same quantity and look. 所有的盘子都要保持等同分量及外观 *Serve the dishes - VIP first, then ladies (mature ladies first) and then host last. 服务食品，先 VIP，再女士(年长者先)主人最后 *When finished, say: “Please enjoy your XXX” (name of the dish) 服务完，说：“XXX(菜名)，请您慢用” | |||
| Face guests when portioning food. 分菜时，一定要面向客人，绝不可背向客人。 Do not speak while portioning. 分菜时，绝不可与其他同事交谈。 Do not put new dish and soiled dish together on the same table/station. 传菜时，绝不可把新到的菜与收起的旧碟，同放一个位置/桌上. Server should ensure there is sufficient space on dining table for putting new dishes. Change the remaining food to smaller plates to make more space for new dishes. The guest must be asked and/or informed before doing so. | |||
| 每一道新菜送到时，服务员要把桌面留有足够空间，把新菜放下，当桌面没有足够空间时，把其 中一些菜转到小碟上，所有有关动，一定要让在座客人知道。以免产生意外或误会。 | |||
| 6．During guests’ meal 客人就餐期间 | a. Refill drinks or hot tea 添加酒水、热茶 b. Change bone plates 更换骨碟 c. Change ashtrays 更换烟灰缸 d. Change hand towels 更换手巾 e. Remove empty plates/bowls 撤掉空盘、空碗 f. Minimize any unnecessary disturbance during service and/or do not overdo in service. 提供服务时，必须以尽量少打扰客人为原则。 | 1．Why should you to change the bone plates/ ashtrays/hand towels? 为什么需要更换骨碟、烟灰缸，手巾？ 1．Why should you to take empty plates/ bowls? 为什么需要撤掉空盘、空碗？ | |
| 7. Serve desserts and fruits 服务甜品及水果 | a. Before the desserts or fruits arrive, the server should clear all the dishes and cutleries away, leaving only the tea cups or glasses for the guests. 在甜品及水果到来前，服务员将清理所有的菜品 及餐盘，仅留下茶杯、酒水杯。 b. Serve the desserts or fruits with new plates and dessert forks and knives. 服务甜品、水果时，需摆上甜品刀叉。 c. Freshly brewed tea must be served after meal with fresh cups. 宴会後，必须用新杯为所有客人上新鲜泡的茶。 | 1．Why should you to clear all the dishes and cutlery away? 为什么需清理所有的菜品及餐盘？ | |
| 6．Ending 完成 | *When the guests are getting ready to leave, assist with their chairs by pulling them back. Assist with their coats if required and thank them for their visit. 当客人准备离开时，协助客人拉出椅子，帮助客人穿衣并且感谢他们的 The Manager and/or Chef are to walk guests to the door upon their departure. *Say: “Thank you for coming Mr. / Mrs. XXX (Do not use “sir/madam”, by now the staff should know the guests’ names!) 谢谢XXX先生/女士(不是称呼先生/女士，这时服 务员应该知道客人的姓名) | 1. Why should you assist the guests? 为什么要帮助客人？ 2. Why should you thank the guests? 为什么要感谢客人？ 3. Why should you use their names? 为什么要使用客人的名字？ | |
| Note: 特别事项 | Guest should be addressed by names during the event. 在整个宴会过程当中，服务人员必须以客人称号 /姓氏称呼客人。 Servers are not allowed to use the guest’s entrance at all times during service, if there is a separate access in the pantry. 所有服务人员不可使用包房正门，如包房有特设 服务人员通道。 Do not hold conversations with any colleague during service. 在服务期间，严禁服务员与同事间作无畏交谈。 There must at least be one staff in the room at all times. The room should not be left without a server at anytime Server should pay special attention to the room temperature, cleanliness of toilet (if any). Departments/personnel concerned to be informed of defects and are to rectify them immediately. 服务人员必须注意房内室温，洗手间内卫生状 | 5. | |
| 况，如有必要，马上知会有关人士处理。 Do not give any comments get involved in guest’s conversation unless asked. 在客人交谈时，服务人员不得插囗，除非是客人提出问题。 Server must pay special attention to his/her appearance, speaking attitude and stature, so as to give guest a good impression. 包房内服务人员，必须在服务过程当中，注意自已仪容，谈吐，站立姿势，给客人留下最佳印象。 If there is a left-handed guest on the table, the settings should automatically be moved to the appropriate position. 如发觉在座有客人为用左手者，服务人员必须马上为客人把其餐具，移到正确及方便客人的位置 上。 | |||
| Inform manager immediately when guest is about to leave, so that he/she can escort the guest to the door. 客人准备要离座时，要马上通知主管送客到门囗。 If someone asks whether a certain guest is in and you are unsure, check with that particular person being asked before telling/bringing the guest to him/her (unless, he is expecting others). 如客人在包房内招待其贵宾时，有其它客人查询该客人情况，必须先资询该客人後，方可向查问 者，提供资料，否则，应告知查询者，末有留意 到该客人是否在座。除非，知道该客人正等候其他人士。 | |||
| Manager / chef must check guest comments but only at the appropriate moment. It must not be overdone, once or maximum twice should be more than sufficient. Do not approach one after another, within a short period of time to avoid causing disturbance. 经理/厨师长必须向包房内客人查询意见，但必须 在适当的时间内进行，查询意见，亦应适可而止， 应该是一至两次，当经理与厨师长到包房内徵询 意见时，要留意时期安排，以免打扰客人。 Guest must be made aware while serving, especially when there is a child or during toasting to avoid causing any accident. 於上菜，收碟，上酒水，热茶时，要特别留意客 人的动作，让其知道你的存在，以免发生意外。 特别在客人敬酒及有小朋友在座时，应额外小 心。 Do not remove the tablecloth (table tops can be cleared slowly) if guests are still in the room after settling the bill. This avoids giving guests the bad impression that we are rushing them away. 结账後，如客人仍在包房内，服务人员不可把桌 面上的枱布全部彻走，而在清理房间时，亦应轻 手及小心进行，以免让客人有被赶的感觉。 Captain should get the bill ready for presenting right after dessert/fruit is served to avoid delay of service. 包房客人如已差不多用完膳，大概在上甜品/水果 | |||
| 别留意客人的动作，让其知道你的存在，以免发生意外。 特别在客人敬酒及有小朋友在座时，应额外小 心。 Do not remove the tablecloth (table tops can be cleared slowly) if guests are still in the room after settling the bill. This avoids giving guests the bad impression that we are rushing them away. 结账後，如客人仍在包房内，服务人员不可把桌 面上的枱布全部彻走，而在清理房间时，亦应轻 手及小心进行，以免让客人有被赶的感觉。 Captain should get the bill ready for presenting right after dessert/fruit is served to avoid delay of service. 包房客人如已差不多用完膳，大概在上甜品/水果 | |||
| 时，部长应已把账单准备好，当客人要结账时，不用久候。 Ensure that the guest is not charged for any complimentary item that is offered to him/her the Manager/Chef. Ensure also that the guest is not made to wait for it. 如有任何由经理或厨师长敬送客人的特别小食，甜品时，必须注意没有把送给客人的东加到账 单上，又或让客人久候。 Service allotted for lunch is 45 minutes and dinner is 75 minutes. 午宴用膳时间应在45 分钟之内完成，晚宴即75分钟内完成。 |
Now ask the trainee to practice the task from start to end to test his/her competence.
现在要求实习生生练习从开始到结束的过程，测试技能.
Summary questions:
问题摘要：
1. Why should the PDR be set up according to the number of guests?
为什么根据客人的人数摆台？
2. Why should you check if this is the first visit for the guest?
为什么要检查客人是否第一次来？
3. Why should you check the guests’ history?
为什么要查询客人历史？
4. Why are the menus placed on the table?
为什么要摆放菜单？
5. Why are the menu covers based on the menu price?
为什么要根据菜价制作菜单封面？
6. Why should all mise-en-place be ready?
为什么要做好准备工作？
7. Why should a small beverage display be set up?
为什么要设置小型酒水展示？
8. Why should you follow up with the kitchen?
为什么要跟进厨房？
9. Why should all the sauces be ready?
为什么所有的调料都必需准备好？
10. Why should you check for special arrangements?
为什么需要检查特殊安排？
11. Why should all the equipment be ready and on standby?
为什么所有的用具都必需准备好？
12. Why should the manager introduce himself?
为什么经理要做自我介绍
13. Why should you check if there is a birthday cake?
为什么要检查生日蛋糕？
14. If it is not organized, why should you order a cake? (time permitting)
如果没有安排，为什么要定蛋糕(如果时间允许)？
15. Why should the staff know who the host and guest of honor are?
为什么要知道客人喜好？
16. Why should there be a number of set menus available?
为什么要准备不同的套餐菜单？
17. Why should the menus be of different price range?
为什么要提供不同的价位？
18. Why is a set menu preferred operationally?
为什么套餐菜单更优越？
19. Why should you prepare for the food arrival?
为什么要在食品到达前准备好？
20. Why should you show and announce the dish to the guests?
为什么要展示并报菜名？
21. Why do you dish out on the side?
为什么要在边上分餐？
22. Why should you use the garnishes as well?
23. Why should the food distributed on the plates look similar?
为什么所有的盘子都要类似？
24. Why should you change bone plates/ashtrays/hand towels?
为什么需要更换骨碟、烟灰缸，手巾？
25. Why should you remove empty plates/ bowls?
为什么需要撤掉空盘、空碗？
26. Why should you clear all the dishes and cutleries away? Why should the assigned staff not leave the room?
为什么需清理所有的菜品及餐盘？
27. Why should the favorite service staff be assigned?
为什么要安排客人喜欢的服务员？
28. Why should you assist the guests?
为什么要帮助客人？
29. Why should you thank the guests?
为什么要感谢客人？
30. Why should you address the guests by their names?
为什么要使用客人的名
