• Purpose 目 的

    That upon seating at the table, a clean chilled or warmed hand towel is served within 5 minutes, on a towel tray by friendly, smiling and efficient staff.

    客人入座后5分钟内服务用手巾托服务干净的冷/热手巾

    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’s satisfaction

    最大化提升客人满意度

    2. To ensure the guest receives a clean towel on a tray

    确保客人得到干净手巾

    3. To ensure the service staff is knowledgeable and confident serving a chilled or warmed towel

    确保服务人员懂得如何服务冷/热手巾

    • Procedure 程 序
    WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 怎样/标准 TRAINING QUESTIONS 培训问题
    General 总则 *Hand towels are to be changed during special dish service, eg. crabs, shrimps, roasted pigeon, etc 在服务特殊菜品时更换手巾，例如蟹、虾、乳鸽 等。 *Before the meal: Warmed towels are served during winter and chilled towels are served during summer. 上菜前：冬天上热手巾，夏天上冷手巾。 *During the meal: Only warmed towels are served. 服务中：只上热手巾。 *After the meal: Warmed towels are served during winter and chilled towels are served during summer. 餐后：冬天上热手巾，夏天上冷手巾。 *After serving all the courses and tea to the guests, hand towel must be changed automatically. 上菜完毕服务茶水后，手巾要自动更换。 *Towels must be soaked through completely. 手巾需全部浸湿。 *Wring water out of the towels till they don’t drip. 拧开手巾直至不脱水为止。 *Make the towels wet with tap water. 用自来水浸湿手巾。 *Wring the towels of excess water so that the towels still remain damp. 挤出手巾水分并保持手巾湿润。 *Fold the towels into shape according to standard set. 根据我们的标准叠好手巾。 *Fold the towels in half once and roll them tightly. 将手巾对折并卷紧。 *Place the towels neatly stacked in the warm/chill cabinet (special equipment). 将手巾整齐摆放在热柜或冷柜盅(特殊设备) 。 *Put the prepared towels into warm/chill cabinet in orderly manner. 将叠好后的手巾整齐的放进毛巾箱。 *Heat in cabinet for at least 30 minutes (for warmed hand towels). 加热至少 30 分钟(热手巾)。 1. Why do you use warmed towels in winter and chilled ones in summer? 为什么冬天上热手巾，夏天上冷手巾 Note: Chilled towels to be served in summer for the first round upon the guest’s arrival. Warmed towels should be served for the other rounds. For winter, warmed towels are served at all times.
    Prepare Hand Towels 准备手巾 Prepare one plastic container for hot water. 准备一个容器打好热水。 *Dip the hand towels into the box. 将手巾分批浸入水中 *Towels must be soaked through completely. 手巾需全部浸湿。 *Wring water out of the towels till they don’t drip. 拧开手巾直至不脱水为止。 *Make the towels wet with tap water. 用自来水浸湿手巾。 *Wring the towels of excess water so that the towels still remain damp. 挤出手巾水分并保持手巾湿润。 *Fold the towels into shape according to standard set. 根据我们的标准叠好手巾。 *Fold the towels in half once and roll them tightly. 将手巾对折并卷紧。 *Place the towels neatly stacked in the warm/chill cabinet (special equipment). 将手巾整齐摆放在热柜或冷柜盅(特殊设备) 。 *Put the prepared towels into warm/chill cabinet in orderly manner. 将叠好后的手巾整齐的放进毛巾箱。 *Heat in cabinet for at least 30 minutes (for warmed hand towels). 加热至少 30 分钟(热手巾)。 *Prepare the polished hand towel basket and tongs. 准备好干净的手巾篮及毛巾夹。 1. Why should the towels be wet? 手巾为什么要湿润? 2. Why should the towels not be too wet? 手巾为什么不能太湿？ 3. Why should you roll it tightly? 为什么手巾要卷紧？
    Prepare Hand Towels 准备手巾 *The hand towels must be placed tidily in the cabinet. 手巾必须是整齐的摆放在毛巾箱内。 *Check that the towels are warm/chill enough. 检查手巾的准备情况及预热温/冷度。 *Using the towel tongs, take one towel out of the warmer/chiller and put it on the towel tray. 用手巾夹从热柜/冷柜中取出并放在手巾托上。 *Place the towel into the hand towel basket. 从手巾箱中拿取手巾放入手巾篮。 *Place the trays on a service tray and proceed to the table. 用托盘盛放手巾走近桌子。 1. Why should you use a towel tray? 为什么要用手巾托? 2. Why should you use a service tray? 为什么要用托盘/
    Serve Hand Towels 服务手巾 *Greet and seat the guests. 与客人打招呼并请客人入座。 *Assist the guests in sitting down. 帮助客人入座。 *Stand on the left-hand side of guest and say “Excuse me Sir/Madam, here is your hand towel please!” 站在客人左手边并说:” 打扰一下, 这是您的手巾, 请用!” 。 *Put the hot towel into the towel dish and place it on the table at the guest’s left-hand side. 把热毛巾放入手巾碟中。(Please add in Chinese) *Repeat the same procedure with every guest. 给每一位客人同样的服务。 *Check after serving to ensure every guest has received a towel. 检查服务程序并确保每人都有。 (DRILL LANGUAGE) 语言练习 1. Why should the towel be on the left hand side? 为什么要放在客人的左手边？
    Note: 注意事项: *Check that hand towels are clean, and not torn. 检查手巾干净整洁并且无破损。 *Ensure that the clean and soiled hand towels are handled separately. Different tray or container and tongs should be used for serving and removing towels. 确保干净及脏手巾是分开处理的（单独的托盘或 容器，服务手巾及撤走手巾时需使用手巾夹）。 *The guests should be advised when serving hot towels. 当服务热手巾时需建议客人。 *Ensure that all towels are clean and smell fresh. Mild perfume can be used to freshen up the towels. 确保所有手巾是干净及气味清新，可使用淡雅的 香水让手巾气味清新。 *Both clean and soiled towels must be handled with care, and must not be used for any another purpose other than guest service. Never use hand towels for cleaning. 干净及污染的手巾必须小心处理，不能使用于 其它用途，手巾仅用于服务给客人，决不用手 巾做清洁工作。 *Ensure that all hand towels are not too wet or dry when served. 服务时，确保手巾不要太湿或太干。 Note: Use microwave oven to heat up the wine when it is in urgent to 80-85℃, not boiling. 当紧急时可用微波炉加热至 80-85℃。不 是沸腾。 Do not use any metal container to reheat the wine in the microwave oven. 不可用任何金属器皿盛载花雕放入微波 炉内加热。 Always have few spare bottles on standby. But do not open or keep warm till requested by the host/guests. 应多备几瓶在旁，当客人要加单时，可马 上供应。但不要打开或座暖。 Some guests drink chilled Hua Diao. There are few brands that started promoting chilled

    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 do you use warmed towels in winter and chilled ones in summer?

    为什么冬天上热手巾，夏天上冷手巾

    2. Why should the towel be wet?

    手巾为什么要湿润?

    3. Why should the towel not be too wet?

    手巾为什么不能太湿？

    4. Why should you roll it tightly?

    为什么手巾要卷紧？

    Why should you use a towel tray?

    为什么要用手巾托?

    6. Why should you use a service tray?

    为什么要用托盘

    7. Why should the towel be on the left-hand side?

    为什么要放在客人的左手边？