F&B TRAINING (PART 1) – VALLEY VIEW RESORT 1

1. Restaurant Guests Welcome ( breakfast, lunch, dinner )1. 欢迎餐厅客人（早餐,午餐，晚餐）The person who greets a guest is a Host or Hostess. They always welcome and escort our guests to their table. They set the mood for the restaurant. The restaurant Hostess should be well groomedtand be present at all times during working hours at the entrance of the restaurant.欢迎客人的员工成为侍者，他们要迎接客人并引导其就坐。他们能为餐厅服务质量定下基调。女侍者应该整洁着装，上班时段应随时在餐厅入口处。Keep track of each table station.Make a chart of each server’s tables’s station, and what tables are in it (also learn the table layourt by heart). Keep note of how many people are in a party and what table they are at. Also keep note of who is still there so that servers do not become overwhelmed..记住每一个餐桌分区。列出图表，详列每一位服务员所服务分区及该分区的餐桌类型（同时也要记住餐桌摆放位置）。记录下客人人数，坐在哪里，这样服务员就不会感到难以应对了。Be aware as guests approach the restaurant. If you are busy with another guest, acknowledge the guests by saying, “I will be right with you,” make eye contact.客人抵达餐厅应注意。如果你在忙着服务其他客人，你可以这样对客人问候，“请稍等一下”，与客人要有眼神交流。Greet them with a smile, welcome them to the restaurant, and make eye contact. Remember, you are the first chance for the restaurant to make a good impression, and set them at ease. Hostess must greet guests by their names (If available). If guest’s name is not known, hostess should confirm name by asking politely “You are Mr. or Mr…?” Once the name is known, she should say: “Welcome to (name of outlet)， Mr./ s (name of guest)”.以微笑迎接客人，将其引入餐厅，要与客人眼神交流。请记住你是第一位有机会给客人留下好印象并让其感到自在的员工。要是可能的话，应该称呼客人姓名，并礼貌性鞠躬。同样，也以姓名来问候小孩子。如果不知道姓名的话，应问，“请问您怎么称呼？”。获悉客人名字，应说，“欢迎到（酒店名字），（客人姓名）先生 /女生）”。Find out how many people are dining. If there is a wait, make sure to get everyone’s name right away so they do not feel ignored and tell the guests that there should be at table ready momentarily. 知道有多少名客人在用餐。要是客人得等待的话，应确保能快速知道每位客人的姓名，这样他们才不会感到被忽略，告知很快会有空桌子腾出来。

Frederic Libet Descorne 李飞狄2011-8-24

Hostess will escort guests to the table, showing the way to guests with open palm hand, while walking side by side or at a slight dsitance in front, by saying, “This way please.”侍者将引领客人就坐，给客人引路，和客人并肩前行或者在他前面一小段距离，“这边请。”2- Guest Seating2. 客人就坐Hostess must pull out the chair lightly from the table, and offer them to sit. Disabled and older persons should be approached first, women and then men. Hostess should assist the guests such that they are comfortable and should push the chair gently forward and ask, “Are you comfortably seated?” For first time guests, in case a child is present, hostess must propose a high chair as appropriate, and ask, “Would you like me to bring a high chair Mr./s (name of guest)?”侍者引导客人就坐。残疾人与老年人优先就坐，随后是女士与男士。“XXX 先生/女士，位子坐得舒适吗？”对于首次到酒店的客人，要是有小孩的话，就问“需要我给小孩子加张凳子吗？”When the guest sits down, place a menu for each fo them by the place setting, or hand the menu to guest. Don’t just throw menus on the table and leave withourt saying anything.客人就坐后，应在餐具旁给每人放置菜单或者直接递给客人。不要把菜单扔在餐桌上，一句话也不说就离开。Hostess should unfold napkin on the guests’s lap, from the right hand side, ladies first then gentlemen, with a smile and eye contact. Hostess should inform guests that their order will be taken right away by saying: “Waiter would take your order right away, Mr/s （name of the guest）”.

祝客人用餐愉快，礼貌鞠躬后微笑离开，“祝您愉快。”展示良好的言行举止，要沉着、礼貌，对客人要有亲和力。Waiter takes over from here and offer drinks first.服务员开始服务，首先给客人上酒。3- Table Setting餐桌用具摆放a- Keep your fingders off the glass and hold it by the stem.

Frederic Libet Descorne 李飞狄2011-8-24

F&B TRAINING (PART 1) – VALLEY VIEW RESORT 3

a- 手指不要房子杯子上，握住瓶身b- Do not touch chopsticks, forks, knives and spoons by the part that touch the mouth.b- 不要触摸筷子，打叉，汤匙与嘴接触部分c- When setting the tables, make sure all dishes are clean, change them if not.c- 摆放餐桌用具时，确保所有的盘子都是干净的，否则立即更换

Frederic Libet Descorne 李飞狄2011-8-24