• Purpose 目的

    That the tables are set in a consistent manner with clean tablecloths and complete settings, ready for guests to be seated and start their meals.

    在客人到达之前，所有的摆台都应用干净的台布以一致的方法摆好。

    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 main dining room table are set consistently

    确 保 摆 台 一 致

    3. To ensure the tables are set with clean tableware.

    确保台面使用干净的餐具摆台

    Procedure 程序

    WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 怎样/标准 TRAINING QUESTIONS 培训问题
    1.Equipment 器具 *Equipment used will differ between the individual hotels. 不同的酒店应使用不同的器具 *Ensure that the number of settings and seats are set according to the reservations. 确保根据预定情况摆放餐具及座位数 1. Why do you need to ensure the number of settings and seats are set according to the reservations? 为什么需要根据预定情况摆放 餐具及座位数？
    2) Couch seating 座椅 *Ensure the couches are checked for stains, spots and tears. 确保检查座椅的污点 *Ensure couch pillows are in place and neatly organized. 座椅座垫摆放整齐 *Ensure sufficient ashtrays are on the side tables. 边柜上准备足够的烟缸 *Consider a special chair for the VIP or use other means in making the seat different. 考虑为 VIP 准备特别的椅子，以显示不同 Extra chairs should be removed from the room. 额外餐椅应移离包房。 Why do you need to check all the chairs and couches? 为什么要检查所有椅子？
    3. Beverage 酒水 Ensure a beverage display is set up with a range of beverages. 确保酒水根据安排摆放。 Why do you need to check all beverages? 为什么要检查所有酒水？
    4. Menu 菜单 Table menus should be pre-set on dining table (ensure the menu, date, venue, name of host/honorable guests are correctly printed) 餐桌上的菜单需事先调整好（确保菜单内容， 日期，地点，主人名字/贵宾客人名字的正确打 印） Captain ensures that different sections of the kitchen and the pantry have all details of the pre-arranged menu. 如有预订菜单，应先与传菜部及厨房各有关部 门确认有关菜式详细资料。 Why do you need to check table menus? 为什么要检查餐桌上的菜单？
    5. Flower 鲜花 Flower arrangement/centerpiece is set. 鲜花安放在台中心方位 Why do you need to check the flower arrangement? 为什么要检查鲜花安排？
    6.Place cards 席次牌 Place cards to be placed according to the seating arrangement if any. 根据席次牌安排，将台卡摆放好。
    7. Others 其它 *Welcome tea should be ready for service. Change the tea if it gets cold before arrival of guests. 提前准备好欢迎茶服务，如果客人到达前茶水 变凉则需更换热 (Direction Signage – if required, ensuring wordings are correctly printed) 如有厅牌，确保名称正确。
    *Ensure that all special requests / arrangements have been prepared accordingly. 确保所有特别要求已预先准备好 *Room temperature is perfect. 室温正常。 *Check the condition and cleanliness of the room and toilet if any, ensuring all amenities are set。 检查房内及卫生间(如有) 环境，清洁工作及配 套备。 *Ensure all mise-en-place, towels, etc are well prepared in advance. 确保所有营运餐具，毛巾备妥。 *Any special requests from VIPs stated in Guest’s History Record should be followed up (if VIP attending the event is on the list) 所有记录在顾客资料部内个别贵客要求及喜好 一定要贯彻执行(如出席贵宾在名册内)。 Extra manpower must be arranged to ensure adequate service is provided especially from the time between guest arrival and commencement of dinner. Some of the staff can be released once the guests have settled down. 必须安排额外人手照顾客人，特别在客到至起菜期间，确保有足够人手为客人提供服务，当 起菜後一切安顿好，其中部份员工可以离开。

    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:

    问题简要

    Page 5 of 5

    1. Why do you need to ensure the number of settings and seats are set according to the reservations?

    为什么需要根据预定情况摆放餐具及座位数

    2. Why do you need to check all chairs and couches?

    为什么要检查所有椅子？

    3. Why do you need to check all beverages?

    为什么要检查所有酒水？

    4. Why do you need to check the table menus?

    为什么要检查餐桌上的菜单？

    5. Why do you need to check the flower arrangement?

    为什么要检查鲜花安排？