• Purpose 目 的

    That the server approaches the table quietly and serves the beverages with efficiency.

    服务员迅速有效的接近桌子

    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 guests are quickly attended to without too much disturbance

    确保客人及时被提醒并且没有太多的打扰

    • Procedure 程 序
    WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 怎样/标准 TRAINING QUESTIONS 培训问题
    1.Approach the table 接近桌子 Go to the guest table, carrying the drinks on a tray. 用托盘盛放酒水并走到桌前。 *The drinks should be organized in sequence on the serving tray according to the following service sequence for easy service: Make sure that the tall and heavy ones are placed on the serving tray close to the server in order to have a better balance. Arrange all drinks on tray according to the seat numbers stated. Always keep one hand free to protect yourself from people banging into you. 根据规定的服务流程, 将酒水排列有序放置 在托盘上(应根据座号所列) ，较方便把个别 要求的饮品，放到客人面前，高身及重身饮 品，应靠近服务员，这样会有较好的平衡。 保持一只手留空，以防有客人碰上而产生意 外。 Why should the drinks be on a tray? 为什么所有的酒水必需用托盘来服 务？
    2.Present and serve the drink. 展示及服务酒水 *Stand on the right side of the guest with right leg slightly in front. 站在客人右手边，右腿微微向前。 *Ensure that the guests at the table are aware of your presence, and know that you are going to serve them. 确保在座及其周围的人士知道你的存在，并 正为他们提供服务。 *Hold the stem/base of the glass and place it on the right side of the guest, never touch the rim of glass at any time (serving and collecting). Put the drink above the tip of the chopsticks or the most convenient position for the guest. 持饮品杯时，应持杯脚，并要把手与杯囗保 持距离。在任何时候，(包括上饮品及收杯) 不可碰及杯囗。把饮品置於筷子头前端，或 方便客人拿取的位置。 *Show the bottle to the guest before pouring if this is a bottled drink. 在斟饮品前，应向客人展示瓶上招子。 *The label should be visible to guests while pouring the drinks. 当斟饮品时，应把瓶上招子显示。 *Say “Mr/Mrs/Ms XXX (or Sir/Madam), this is your XXXX (name of the beverage), please enjoy it” with a smile. “女士/先生/小姐，这是你点的 XXX 酒水名 称，用微笑说请慢用。 *The remaining drinks from the mixer/bottle/can should be placed at the upper left-hand side of the glass slightly away, so that the beverage is within easy reach for the guest. 留下的酒水需放置客人玻璃杯的左手旁边， 保留少许距离，方便客人拿取饮品及盛载馀 下饮品的瓶子。 *All drinks should be filled up till 3/4 glass full. 所有酒水需倒入 3/4 杯。 1. Why should you stand on the right side of the guest? 为什么必需站在客人的右手边来服务？
    3.Leaving the table 离开桌子 *Quietly back away from the table, keeping your eye on the guests to ensure they are able to catch your attention should they require anything else. 迅速的离开桌子，用目光与客人接触以确认 他们都得到了你的关注，以便他们需要点其 他的酒水。 Why should you keep an eye on the table? 为什么要用目光接触桌上的客人？
    4.Repeat orders 加添酒水 *Ask if the guest would like another drink when the glass is almost empty, and refill whenever is needed. Say “Mr/Mrs/Ms XXX (or Sir/Madam), would you like another XXX (name of beverage)?” 当客人的酒杯已差不多空着，向客人查询再 来一杯好吗? 或为客人添酒，如客人所饮用者是瓶装餐酒/白酒。 *Ensure that the guest is aware when you are removing the empty glasses/bottles. 当为客人提供服务时，客人及其周围人士一 定要知道。 Why should you ask if the guest would like another drink? 为何要向客人查询是否要加添酒水?
    Note: 注意事项: Do not touch any garnish or the straw when serving. The label of the bottle with remaining drink left on the guest’s table should be facing the guest. 如杯中有装饰品，饮管等，不可碰及。 任何馀下瓶子，瓶上招子，要转向面对客人。 Drinks should be served within 5 minutes after guest placed his order. 客人所点用饮品，应在客人下单後五分钟送 到客人面前。 Ensure the correct operating equipment (glassware) is used when serving drinks. 当取饮品时，要确保所用器皿是否正确。 Ensure coaster is clean and dry before using. 当用杯垫时，要确保清洁及干爽。 Remove cocktail napkin when guest brings his/her drink to the dining table with it。 把餐巾/纸取走，如客人把用餐巾纸包着的 饮品带到餐桌上。

    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 the drinks be on a tray?

    什么所有的酒水必需用托盘来服务？

    2. Why should you stand on the right side of the guest?

    为什么必需站在客人的右手边来服务？

    3. Why should you keep an eye on the table?

    为什么要用目光接触桌上的客人？

    4. Why should you ask if the guest would like another drink?

    为何要向客人查询是否要加添酒水?