## Purpose 目 的

That Chinese tea is efficiently served in proper way, fast and hot with complete condiments by friendly, smiling staff.

用适当的方法服务中国茶，快速的将热茶及配料服务给客人。

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 guests satisfaction

最大化提升客人满意度

2. To ensure teas are served in a consistent way

确保茶水服务持续

  1. To ensure the tea is hot

确保服务热茶

4. To ensure the GSTS score for “Other Dining Experiences” is decreasing monthly

确保 GSTS“另外的用餐经验”每月下降

  • Procedure 程 序
WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 怎样/标准 TRAINING QUESTIONS 培训问题
1.Asking for tea 询问茶水 After guest enters, waitress should serve welcome tea first and then say “Excuse me, Sir/Madam, would you care for some Chinese tea? We have Wu Long, Pu Er, Tie Guan Yin, Jasmine, Chrysanthemum, etc”. 当客人入座后，服务员先询问茶水，说：“先生/女士，您需要 先喝点茶水吗？我们有乌龙，铁观音，茉莉花，菊花茶等” 。 Why should you ask what type of tea the guest wants？ 为什么要询问茶水类型？
2.Making the tea 准备茶水 *Fill a teapot with loose tea leaves according to the standardized quantity. 根据标准将适量的茶叶倒入茶壶 *Fill the pot with boiling hot water and let it stand for five minutes. 将热水倒入茶壶并保持 5 分钟。 *One pot of tea for 4 guests and another pot of hot water are to be served at the same time. Teapotshould have a label both in Chinese and English stating type of tea being served. 每台约四位需要预备一壶茶, 及另跟滚水一壶。滚水要用不同 茶壶盛上，所点名茶，要有印上该茶中英文名字的圆盖圈套在 1.Why should you follow the tea quantity standard？ 为什么要按照茶叶数量标准服务？ 2. Why should you use an underliner? 为什么要用茶垫？ 3. Why should you use boiling water？ 为什么要用热水？ 4. Why should you wait 5 minutes？ 为什么要等 5 分钟再服务？
Proceed to and approach the guest table 走近客人餐桌 *Say “Excuse me, Mr/Mrs/Ms XXX (or Sir/Madam), may I serve your tea”? 说：“女士/先生/小姐，可以为你们斟茶吗?” *If yes, stand at the right side of the guest with your right leg slightly in front of the table. 如果可以，站在客人的右手边，右腿微微向前。 1. Why should you apologize？ 为什么要道歉？ Why should you stand on the right？ 为什么要站在客人右手边？
Serving the tea 服务茶水 *Handle the teapot with the right hand, thumb on top and fingers at the handle grip. 用右手持壶，大拇指在上，其余指头握住茶壶把。 *Leave the underliner in your left hand and place it under the pouring teapot to “catch” possible tea drips. 服务茶水时，用左手持住茶垫，放在茶壶下边以便接着滴落的茶水。 *Pour the tea into the cup approximately 15-20cm above the middle of the cup until 2/3 full. 倒入茶杯 2/3 的茶水。 *Make sure you are noticed whilst serving, especially to children, so as to avoid accidents. 斟茶时确保每一位客人都注意到你的存在(特别是小朋友)，以 免产生意外。 *Always keep the tea/water pot(s) away from children to prevent accidents both during service and when being placed on the table. 茶壶放於客人桌上，总是要保持茶壶远离小朋友,以预防不必要的意外事故. *When serving tea, bring along and serve the following at the same time - towels and snacks, teapot saucer and napkins. If the teapot is half empty after pouring tea for guests, refill immediately and place on the table. Find the appropriate moment to pour tea for guests so as not to disturb the guests too much. 上茶时要同时带上小食，毛巾，茶碟连餐巾垫底. 为客人斟茶 后，若已用去超过半壶茶，需要及时续水，并放回桌面.要在恰 当的时间为客人斟茶，以不打扰客人的情况下，为客人续茶。 *Wet tea saucer should be changed whenever required. 湿茶碟需进行更换，无论何时都是必须的。 *Traditional service procedures must be followed for specific teas, eg. Long Jin, Bai Lor Chuan teas should be served in glasses. 地方茶需用传统的服务方式，如：龙井，碧罗春等需用玻璃杯 服务。 *Fresh tea should be served after meals with fresh tea cups. 每餐后需用新茶壶，新茶杯重新泡一壶新鲜茶奉客。注意: *Check with the guest whether the tea served is too strong or too weak, and adjust accordingly. 斟茶时，应询问客人，茶的浓度是否适合其囗味。 Why should the cup be placed on the right hand side？ 为什么要将茶杯放在右手边？ 2. Why should you place the under plate under the pouring tea pot？ 为什么要将茶垫放在茶壶下面？ 3. Why should the cup be 2/3full？ 为什么要倒入茶杯 2/3 的茶水
Before leaving the guest table 离开桌子前 Before leaving the table, say “Please enjoy your tea” with a smile. 离开桌子前微笑着说：“您请慢用！” 1. Why should you say “Enjoy your tea”? 为什么要说请慢用？ Why should you smile？ 为什么要微笑？
6.Place the tea pot 摆放茶壶 *Place the teapot on the side station or on the table on top of an underliner. 将茶壶放在边柜或者和茶垫一起留在桌上。
7.Refill water. 续水 *Teapot should be refilled with boiling water after all guests at the table have been served. Leave the teapot on the table, but ensure refill is on time. 为所有客人斟完茶后需加水，保留茶壶在桌上,但需要准时加水。 Refill/add tea leaves when the tea is getting weak, keeping the guests informed. *Change or add tea leaves when the tea is getting weak. 当茶水变淡时, 需更换或加茶叶. *Every time when refilling water, put more tea leaves into the pot. If the tea is too thick, ask the guests if they would like it to be lighter. When refilling hot water to one teapot, pay attention to the other teapots on the other tables. Pay attention also to the cleanliness of the teapots. 当为客人添加水时, 放多点茶叶到壶里 ,如果茶水太浓,询问客 人是否需要冲淡些.每次续水时,应留意同桌上的其他茶壶是否 也需要续水.续水及泡茶时要留意茶壶是否洁净. *The teapot at the station needs to be refill right after using. If it can not be refilled on time, open the lid. 服务台上的壶用后需续水.如不能马上做，要将壶盖打开示意. Always serve tea with a pot of boiling water. 总是服务热的茶水 Leave the tea pot on the guest’s table/service cart next to the host/organizer of the party for guests to help themselves unless sufficient service can be provided. 保留茶壶在客人桌上/服务车上并朝向宴会的主人位或组织者,以保证足够的服务. Ensure that the water is hot enough when brewing new pot of tea or refilling water. 当冲泡新茶水或加水时,确保水是足够热的. Hot water should be served in a different type of pot. Do not to use the same teapot for serving hot water. 服务热水时需用不同的壶，不要用茶壶服务热水。 Why should you refill hot water? 为什么要续热水？
Note: 注意事项: Tea must be served within 5 minutes after guest is seated.客人入座後，五分钟内一定要把茶送到客人面前。 A Chinese restaurant should serve at least 4 types of teas (Green, Black, Scented and Oolong) of two grading - regular and premium. 中餐厅最低限度要有四款 (绿，红，花及乌龙茶) 茶供客人选 择，各款茶应提供两个等级，包括一般级别及较高等级名茶。 Ensure underliner of guest’s teacup is always kept cleaned and dried to avoid dripping. Change whenever required. Procedure: Bring a cleaning cloth and a clean underliner on a serving tray Take the whole tea set from guest Put on tray, lift up teacup by holding the ear Put wet teacup onto cloth to absorb tea stains Place the cleaned teacup onto the new underliner Serve it back to the guest Guest must be informed when changing underliner 需留意各客人垫茶杯的茶底碟，是否干爽，如发觉茶底碟中有 茶渍，须马上为客人更换干净底碟，以免客人於喝茶时，被茶 渍滴在身上。换茶底碟时，要带抹布放在托盘上及干净茶底碟， (更换时要先知会客人，把整套茶杯碟一齐拿起，手提茶杯耳， 将杯底按在布上，把茶杯底的茶渍先行索干净，然後再把茶杯 重新放回新茶底碟中，再奉客。

Now ask the trainee to practice the task from start to end to test his/her competence.

现在要求实习生练习从开始到结束的过程，测试技能.

Summary questions:

问题简要

1. Why should you ask what type of tea the guest wants？

为什么要询问茶水类型？

2. Why should you follow the tea quantity standard？

为什么要按照茶叶数量标准服务？

3. Why should you use an underliner?

为什么要用茶垫？

4. Why should you use boiling water？

为什么要用热水？

5. Why should you wait 5 minutes？

为什么要等 5 分钟再服务？

6. Why should you apologize？

为什么要道歉？

7. Why should you stand on the right？

为什么要站在客人右手边？

8. Why should the cup be placed on the right hand side？

为什么要将茶杯放在右手边？

9. Why should you place the underliner under the pouring teapot？

为什么要将茶垫放在茶壶下面？

10. Why should the cup be 2/3 full？

为什么要倒入茶杯 2/3 的茶水

11. Why should you say “Enjoy your tea”？

为什么要说请慢用？

12. Why should you smile？

为什么要微笑？

13. Why should you refill hot water?

为什么要续热水？