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EZ Café
Operation Manual
咖啡厅操作手册
INTRODUCTION
介 绍
Food and Beverage is a hugely diversified Department that has to cater to guests varied needs in a polite, friendly and professional manner while at the same time striving for optimum profitability.
餐饮部是一个大部门，它要在同一时间迎合客人在礼貌、友好、专业态度上的不同要求。同时追求最佳的效益。
As the public becomes more knowledgeable the demand upon the Food and Beverage Department to satisfy their needs becomes a greater challenge. To meet this challenge we need to provide our guests with a quality of service and product that is second to none.
当相关政策被人们所广泛熟悉的同时，餐饮部在满足客人的需求方面遇到的极大的挑战。为了迎接挑战，我们唯一能做的就是给我们的客人提供高质量的服务和产品。
To achieve this the Food and Beverage Department needs to set standards for quality of service and product.
为了实现这一目标，餐饮部制定了一系列有关服务和产品的标准。
This manual has been structured in a user-friendly format. Giving various job descriptions and job list with tasks and service standards relevant to that position.
这些准则有相当友好的界面格式。对不同的工作岗位进行了描述，列出了每个岗位的工作职责以及相关了服务标准。
The main objective of EZ cafe is to contribute to the profitability of the Food & Beverage Department as well as to maintain a standard of performance that is expected in the entertainment industry.
EZ咖啡厅的主要目标是在给餐饮部尽可能创收的同时，也要保持消费行业的服务水准。
APPEARANCE AND GROOMING
仪容仪表
OUR GOOD IMAGE BEGINS WITH YOU
树立良好形象
As a staff of EZ cafe , you play a vital role in shaping the public image and reputation of one of Shanghri-La’s best restaurants.
作为EZ咖啡厅的一名员工，你所树立良好大众形象及声誉对于这一香格里拉大酒店最好的餐厅起着致关重要的作用。
Providing good service, the kind of service that makes people want to return again and again, entails much more than simply knowing your job. The Hospitality Industry places special demands on personal qualities and conduct, that few other industries require.
提供良好的服务。这种服务能够使顾客乐意再来，而不是对你的工作只停留在简单的表面认识上。比其他的行业，酒店业对于个人的品德和操守的有特别的要求。
You have been employed for your specific job because we believe that you possess special skills and qualities, which will make you an asset to the company. The following guidelines will assist you in achieving your personal presentation and grooming, which will ensure that you project the professional image that our guests expect.
你现在所从事的是一项特别的工作。因为我们相信你具有特殊的技能，这也是你加入我们公司的原因。以下的这些规定，将会帮助你实现个人仪容仪表的塑造。以确保你能建立起客人所希望的形象。
“IMAGE” vs “LOOKS”
“形象”和“外表”
The EZ cafe image deals with two major aspects of an individual:
EZ咖啡厅的形象由两个方面构成
Presentation - which entails appearance and grooming
外表 - 包括外表和装饰
Conduct - which covers behavior, attitude and etiquette
操作 - 包括行为、态度和礼仪
Certain codes and guidelines have been outlined in this manual to help you formulate your own way of responding to situations that arise while you are working.
这一手册中已列出了相关的规则可以帮助你在应对相应的工作情况。
By following these guidelines and by bearing in mind at all times that “our guest is the most important person”, you will be able to offer the highest standard of service possible.
只有准守这些准则，时刻把“客人是最重要的”牢记在心，才能尽可能地为客人提供最高标准的服务。
You are an important image-maker. This manual will help you believe in your own abilities to enable you to bring out the best in yourself in order to develop self-confidence. Not only will you add incalculable value to our restaurant, moreover will enable you to build a rewarding career within the company.
你是致关重要形象树立者。这个手册将让你相信自己能把自己塑造到最好，从而建立自信心。这不仅能为酒店增加不可估量的价值，而且能将对你在公司中的职业生涯大有益处。
PERSONAL APPEARANCE
个人外表
It is a fact of life that people form their first impression of others from their outward appearance as a member of the Hospitality Industry. Initially, physical appearance counts more than in most fields. Employees in this industry work in highly visible jobs, circulating amongst discerning guests.
作为酒店业的成员，人们总是通过他人的外表来建立对别人的第一印象的。外表在一开始要比任何许多方面都重要。酒店行业的员工从事的是一种门面性的工作，他的周围有着许多带有鉴赏眼光的客人。
A smartly dressed, well-groomed employee, who has made the most of his physical appearance, immediately sways our guests.
一个穿着得体，仪表端庄的员工，将会给客人留下很好的印象。
Slovenly or careless grooming, outlandish or extreme hairstyle, make-up and accessories will create a low-grade impression to our guests.
相反的，外表懒散，头发不修边幅，不得体的化装和首饰都将给我们的的客人留下不好的印象。
As an employee, you are assigned specific tasks and responsibilities. In addition to these tasks, you are an ambassador of goodwill. You are expected to become competent in promoting good guest relations on certain levels.
作为一名员工，除了肩负特有的责任和任务以外，你还应是一位亲善大使。具有提升和客人的良好关系的能力。
The following personal presentation code outlines the grooming standards expected for all employees.
一下是针对所有员工的着装准则。
If any aspect of the personal presentation code seems incomprehensible to you, do not hesitate to discuss them with your Department Head.
如果你对里面的任何方面有什么不理解的，请不要犹豫，可以和你的部门领导共同探讨。
GROOMING
着 装
All employees must observe the following:
所有的员工必须遵守以下规定：
Uniforms must be worn on duty.
当班的时候必须穿制服
Staff may keep a set of uniforms in their lockers. They are held responsible for taking care of the uniforms issued to them. These are to returned to the Uniform Issuance Dept. when they go on leave and should not be brought home.
员工可以在自己的柜子里留一套制服。必须妥善保管制服。当他们离岗时必须制服交还给制服保管部门而不能带回家。
No badges, ornamental buttons or jewelry and lavish accessories should be worn on the uniform unless issued by the company.
不能戴徽章，装饰性的纽扣。首饰，多余的配件必须放在公司制服里面。
PERSONAL HYGIENE
个人卫生
Good personal hygiene habits must be observed at all times. A daily shower is essential along with the use of an effective deodorant or anti-per spirant.
要养成良好的卫生习惯。每天洗澡对保持无体味是非常有效的。
Oral hygiene is also essential. Your programme should include regular brushing and flossing of teeth and use of a mouthwash or breath mints before or during your shift.
口腔卫生也很重要。你必须有规律地刷牙，在当班前或是当班过程中使用漱口水或是口气薄荷喷雾剂。
SKIN
皮肤
A clear complexion is important. If you have acne, dry skin or other skin disorders, seek advice from a skin care consultant. Other conditions such as cold sores, impetigo and tinesa are not only unsightly, they can be contagious. If you suspect that you have a skin disorder, consult our Medical Department immediately.
有干净的肌肤很重要。如果你有痤疮，皮肤干燥或是其他肌肤问题，要去咨询皮肤顾问寻求解决。有些状况如感冒疮、脓疱病不仅不好看而且会传染。如果你怀疑你有皮肤问题，请到我们的医药部门查询。
UNIFORMED MALE EMPLOYEES
穿制服的男员工
Hair
头发
Must be neat and tidy at all times. The style should be contemporary but never extreme. Hair length must not extend past the bottom of the earlobe, collar or eyebrows.
必须时刻保持干净整洁。发型可以是时尚的但不能过于夸张。头发的长度不能过耳垂及领口，留海不能过眉毛。
Sideburns are acceptable, provided the length does not exceed past the bottom of the earlobe and the style is not extreme.
胡子的长度不能过耳垂，造型不能太夸张。要让人能够接受。
Extreme styles, such as shaved scalps, rat tails and dreadlocks are not permissible.
所有古怪的造型，如理光头、留小辫子或长发绺都是不允许的。
Styling gels and hair tonics may be used to ensure that hair ends remain in place.
发胶及护发素不要使用太多
Your hair colour should look natural. If highlights or colourings are used, they should enhance your hair subtly and naturally. Extreme fashion colours are not allowed.
头发的颜色看上去要自然。如果挑染或是染发，要让你的头发看上去自然细致。夸张的颜色是不允许的。
Wigs and hairpieces are permitted provided they meet the above requirements.
如果假发及假眉毛符合以上的标准是允许使用的。
Facial Hair
面部的清洁
A well-shaven face is essential. Beards are acceptable if kept neat and well trimmed. Beards should be grown in your own time. Two or three day growth is prohibited.
有清洁的面部很重要。胡须如果能修剪平整是允许的。根据个人的情况对胡须进行修剪，一般不能超出两到三天。
Moustaches are also acceptable but must conform to the standards listed below:
留鬓角必须符合以下的标准：
Neatly trimmed and clipped
修剪平整
No narrower than 12 mm
宽度不小于12毫米
The horizontal width and downward drop may not extend more than 12mm. beyond the corners of the mouth.
离嘴角四周不能少于12毫米
Fingernails
手指甲
Must be clean and neatly trimmed at all times.
手指甲要随时保持干净，修剪平整
Scent
体味
Cologne or after-shave, if used, should be subtle. It should not clash with your deodorant, soap or talc.
可以使用一些古龙香水或是须后水，这不和你所使用的除臭剂、香皂或是滑石粉相冲突。
Jewelry
首饰
No earrings are permitted. If a necklace is worn, it must be kept inside the shirt. A single bracelet and dress ring, either silver or gold may be worn.
不允许带耳环。如果有戴项链必须把它藏在衬衫的里面。只能佩带一只手镯或戒指。
A dress watch, if worn, must be subtle in design. Watch faces may be no larger than 30mm. in diameter and preferred colours are black, gold, silver or white.
如果佩带手表，表面直径不能大于30毫米。最好选用黑色、金色、银色、或是白色。
Spectacles
眼镜
Framed styles must be subtle and should compliment your own natural facial features. Extreme fashion styled glasses is not acceptable. If your doctor prescribes dark glasses, they may be worn provided that the eyes can still be seen.
眼镜的边框要符合个人的脸型，不能佩带造型过于夸张的眼镜。如果你的医生嘱咐你要佩带墨镜，必须确保你的眼睛还能该看清东西。
Shoes
鞋子
Comfortable and supportive shoes must be worn at all times. Staff shoes must conform to the dress codes dictated by their respective department. Shoes must be cleaned and polished regularly.
穿舒适平稳的鞋子。员工鞋必须符合所属部门的制服号码。鞋子要经常清洁，擦拭。
Belts
腰带
If your trousers have belt loops, a plain belt may be worn. The belt’s colour should closely match your trousers and be no wider than 40mm. Oversized or ornamental buckles are not permissible.
如果你的裤腰太宽的话，你必须使用腰带。腰带的颜色必须和你所穿的裤子相匹配。宽度不能超过40毫米。不允许使用过大或是带有装饰性的带扣。
Undergarments
衬衣
Undergarments are to be worn at all times. A singlet or undershirt is permitted. Flesh or white colours are recommended. Coloured or motif undershirts must be visibly worn.
要穿衬衣。允许穿汗衫。建议穿肉色或是白色的。有颜色或是有图案的衬衣要看得见。
UNIFORMED FEMALE EMPLOYEES
穿制服的女员工
Hair
头发
Hair must be neat and tidy at all times. The style should contemporary but never extreme. If you are wearing long hair, tie it and bond it during hours of duty. Your hair should not block your vision or cover your identification badge.
头发必须时刻保持干净整洁。发型可以时尚但不能过于古怪。如果你留长发，必须在当班的时候把头发扎起来。头发不能遮住你的视线或是你的工作牌。
Extreme styles, such as shaven scalps, rat tails, twines, beads and exaggerated teasing are not acceptable.
造型古怪的发型，如：光头，留小辫子，扎两个辫子，麻花辫或任何怪异的梳法都不允许。
Styling gels or hair sprays are recommended to ensure that hair ends stay in place.
不要使用过量的发胶及喷雾剂
Your hair colour should look natural. If highlights or colouring are used, they should enhance your hair subtly and naturally. Extreme fashion colours or revealing dark roots are not permitted. Hair colour treatment, if there’s any, should be maintained as often as necessary.
头发的颜色要自然。如果挑染或是全染，要让你的头发看起来自然，精美。过于夸张的的颜色或是现出头根的黑色都是不允许的。如果有染颜色，要及时的补色，让颜色保持一致。
Wigs and hairpieces are permissible provided they meet the above requirements.
假发及假眉毛如果符合以上的条件，可以使用。
All accessories such as pins, combs or elastic bands should match the colour of your hair, while ribbons or bows should coordinate with the colour of your uniform.
所有的饰物如：别针、头梳及牛皮筋都要和你头发的颜色协调。头上稠带的颜色要和你制服的颜色协调。
Fingernails
手指甲
Must be clean and neatly trimmed at all times. Nail polish is not compulsory. Should you choose to wear nail polish, the colour should be pale or translucent.
指甲要保持干净，修剪平整。是否涂指甲油没有强制性。如果有涂，必须选择无色或是半透明的颜色。
Make-up
化妆
Wearing make-up is a must. From both presentation and skin protection point of view, a basic make-up should include blush or rouge, lipstick, eye shadow and mascara.
必须化妆。从外表及保护皮肤的角度出发，基本的化妆包括：胭脂、口红、眼影和眉毛膏。
Always apply only light make-up to enhance your own natural features and skin complexion. Ensure that you make the most of your appearance at all times.
只要化能够体现你个人自然气质及保护皮肤的淡妆就可以了。确保时刻体现自己就完美的一面。
Scent
体味
Perfume or cologne, f used, should be subtle. It should not clash with your deodorant, soap or talc.
适当使用香水。不能和你的除臭剂、香皂及滑石粉相冲。
Jewelry
首饰
Only one pair of subtle-designed earrings may be sported, of which the length and width are no more than 20mm. in diameter. Earrings worn on the nose are unacceptable.
只允许佩带一副耳环，设计精美，长度和宽度都不能超过20毫米。不允许戴鼻环。
A necklace, if worn, is restricted to a single strand, either gold, silver or pearl. Any pendant or drop in the chain must be no more than 20mm. in length or width and the design should be faint.
如果佩带项链，只能有一条。可以是金的、银的或是珍珠项链。项链的坠子长度和宽度不能超过20毫米。设计要简单。
A single dress ring or bracelet on each hand may be worn provided that the designs are delicate, either gold or silver.
每只手只能戴一个戒指和一个手镯。必须设计精美，银的或是金的。
A dress watch, if worn, must be subtle in design. Watch faces may be no larger than 20mm. in diameter and preferred colours are black, gold, silver or white.
如果佩带手表，手表的设计必须精美。表面的直径不能超过20毫米。颜色最好是黑色、金色、银色或是白色。
Spectacles
. 眼镜
Framed styles must be subtle and should compliment your own natural facial features. Extreme fashion styled glasses is not acceptable. If your doctor prescribes dark glasses, they may be worn provided that the eyes can still be seen.
眼镜的边框要符合个人的脸型，不能佩带造型过于夸张的眼镜。如果你的医生嘱咐你要佩带墨镜，必须确保你的眼睛还能该看清东西。
Shoes
鞋子
Comfortable and supportive shoes with a minimum heel of 25mm. must be worn at all times. Staff shoes must conform to the dress code dictated by their respective department. Shoes must be clean and polished regularly.
鞋子必须要舒适，鞋跟最少要25毫米。员工鞋必须符合所属部门的制服号码。鞋子要经常清洁，擦拭。
Stockings / Pantyhose
. 袜子
Stockings or pantyhose must be worn at all times. Natural colours are preferable; patterns or thick-ribbed styles are not permissible.
必须穿袜子。最好是自然的的颜色。有印花的袜子不能穿。
Undergarments
衬衣
Flesh coloured undergarments must be worn underneath sheer blouses and dresses at all times.
裙子里面必须穿肉色的衬衣。
CONDUCT AND ATTITUDE
行为和态度
CONDUCT 行为
Being presentable and well groomed is only a part of the total image we project to our guests. How you react to our guests, the manner in which your provide service and treat guests provide the TOTAL image.
仪容仪表只是我们给客人印象的一部分，礼貌会给客人提供的服务中留下深刻的印象
The manner in which we offer service to a guest should be, as you would treat them in your own home, offering assistance, if and when required.
对待客人的要求应象在你家里一样礼貌的对待
Remember to always to give courteous, knowledgeable and friendly service. From the moment the guest arrives, it is up to you to establish a positive relationship for doing business, satisfying their needs, making them feel comfortable, relaxed, looked after and welcomed, thus building his desire to return.
记住总是提供礼貌，专业和友善的服务。
To be successful in our industry, you require a positive attitude. Make the most of the things you do, be enthusiastic, get involved and share it with your guests, your department and colleagues.
要积极的态度去工作，才可以取得成功，热情的投入工作，将棘手的问题与你的客人，部门和同事一起讨论。
You are valuable and are a vital part of our operation with much to contribute. Believe in your own abilities, do things to the best of your capacity and make others and yourself, feel good.
你是我们工作中必不可少的一员，相信自己的能力，把工作做到让自己和别人都满意。
The right attitude can move mountains; the wrong attitude destroys everything and leads to total failure. Remember this, put it into practice and you are a WINNER!
正确的态度可以将大山移走，错误的态度可以破坏任何事物并领引失败，. 记住它, 将它放入练习，你将会是一个胜利者!
ATTITUDE
Your attitude is the key to your success and happiness. It is also the guide to the success of our operation. Attitude is your mental position with regard to how you view facts and situations.
你的态度是你的成功和快乐的关键，它也是通向成功的指南。态度是你如何看事实和情形的智力定位。
Your attitude towards a guest or colleague influences your behavior. You cannot always camouflage how you feel. 你对客人或同事的态度会影响你的行为，你不能总是伪装你的感觉
Your attitude determines the level of your job satisfaction.
你的态度决定你工作满意度的标准。
Your attitude affects everyone that you come into contact with, in person or by telephone.
你的态度影响你直接或电话接触的每一个人。
Your attitude is not only reflected by your tone of voice, but also by the way you stand or sit, your facial expressions and in general, body language.
你的态度不但从你的音调和声音而且从你的站姿和坐姿，面部表情和肢体语言反映出来，
Your attitude is not fixed – the attitude you choose to display is really up to you.
你的态度不是固定的--你所表现出的态度由你的自己决定。
THE “PLEASE” CONCEPT
愉快的概念
P Positive 积极的
The way you stand, walk and look, throughout the restaurant will convey an image to our guests. You need to ensure that it is a positive and attentive effort to cater to their needs and desires.
你穿过餐厅时你的站姿，行走和面部表情都会传达一种信息给客人，你需要确保它们是积极的并努力的迎合客人的要求
L Look and Listen 看和听
By being alert and attentive to our guests’ needs and wants, by showing pride in your work and workplace, you reflect professionalism and effectiveness.
警惕和专心留意客人的需要来表现你引以为豪的工作和工作场所，从而反映出你的专业和效力
E Expression 表情
Facial expressions convey a wealth of meaning to our guests. It can depict your moods and feelings.
面部表情反映出对客人的态度，他可以反映出你的心情和感觉。
A Appearance 外貌
Pride in your personal and environmental appearance creates a positive perception to our guests.
要以你自己和周围的环境引以为豪，给客人一积极的感觉。
S Smile微笑
A smile signifies friendliness and approachability, which creates a positive feeling to our guests.微笑意味着友善，给客人一积极的感觉
E Enthusiasm 热情
If a guest can sense your lack of eagerness to perform a task or service they require, they will establish a poor perception of YOU and the COMPANY, as a whole.
如果客人感觉到你缺乏热情去完成他们的要求和服务，他们将会对你和你的公司留下不好的印象。
THE TEN COMMANDMENTS OF HUMAN RELATIONS
人事关系的十大戒律
Speak to people. 和人讲话
There is nothing more pleasant than a cheerful word of greeting.
没有比愉快的问候更让人高兴。
Smile to people. 对人微笑
It takes 72 muscles to frown and only 14 to smile.
微笑只用14块肌肉，而皱眉要用72块肌肉。
Address people by their name. 用名字称呼别人
A person prefers to be addressed by his name for a more personal approach.
人们喜欢被人用名字称呼。
Be friendly and helpful 要友善和有帮助
Treat others in the manner you wish to be treated.
要用你需要被对待的态度去对待别人
Be cordial. 要热情
Speak and act as if everything you do is of genuine pleasure.
说和做要像你做的每一件事是真正的快乐
Be genuinely interested in people. 真正关心别人
You can like anybody if you make the effort. 如果你努力，你可以喜欢每一个人
Be considerate with the feelings of others. 要考虑到他人的感受
People do have emotions which demands due respect.
人们确实有要求应得的尊敬
Be generous with praise. 要懂得赞美
Be cautious with criticism. 谨慎的批评
Be alert to give excellent service. 警惕的提供优质服务
What counts most is what we can do for others. 可以计量的是我可以为别人作什麽
Keep your sense of humor. 保持你的幽默感
Always try to see the humorous side of a bad situation.
坏的情形下要试着去看幽默的一面
COURTESY 礼貌
“COURTESY IS VERY IMPORTANT.礼貌是非常重要的
Courtesy consists of three things: 礼貌有以下3点组成
Attitude 态度
Words 话语
Behavior 行为举止
Remember these words that we were taught as children: 象教小孩子一样来记住下面的词：
Please 请
Thank you 谢谢
May I 可以吗？
Excuse me; I am sorry 打扰一下， 对不起
I am glad to 非常荣兴
The guests, as well as our colleagues, pay attention to our behavior, that is why:
要注意自己的言行举止
Be clean at all times. 要保持清洁
Smell good, your breath and body. 口气和身体无异味
Do not leave food on the table or on the floor after eating.
用完餐后不要遗留食品在桌子或地板上。
Clean up after yourself and others. 整理干净你自己和别人的
Help others in any way you can. 尽量去帮助别人
Introduce yourself to new employees. 向新员工介绍自己
Look at others in the eye when talking. 谈话时要有目光交流
Use the name of another person if you know it; better still, get to know it.
称呼别人的名字
The golden rule is “guest first.” 客人永远是第一位的
Smile!! 微笑
AGAIN, BE POLITE AND COURTEOUS ALWAYS.
再次强调， 要始终如一谦恭有礼
餐饮部可做与不可做
.DO”S 可做
Be a lady/ gentleman all the time.
在任何时间都要做女士/先生
When meeting a guest, smile and greet according to the time of the day.
当遇到客人时要微笑并根据不同的时间问候客人。
Morning / Good afternoon Sir / Madam (if known , use the guest’s name)
早上好/下午好先生/小姐（如果你认识客人用名字称呼客人）
Be correct and polite and do not talk too much to the guests.
适当和礼貌的和客人谈话，但不要太久。
Cooperate with all levels of the staff from other departments. Be as courteous and nice to them as you would be towards guests. 要与其他部门不同级别的员工合作，象对客人一样的有礼貌和蔼。
Be on duty 5 to 10 minutes early so as to familiarize yourself with your work area. 提前5-10分钟到达工作的区域。
Stand and walk straight.
站立或行走时要直
Keep well informed of all promotions and specials.
要了解酒店的推广和特别的事物
Use official language “ENGLISH” in your working area.
在办公的地方要使用官方语言“英语”
FOOD AND BEVERAGE DO’S AND DON’S
餐饮部可做与不可做
2 DON”S 不可做 - Do not smoke or chew gum while on duty.
上班时不可吸烟和咀嚼口香糖
- Do not show impatience. Do not wriggle arms or legs or drum fingertips on
desks.
不要表现出急噪，交叉胳膊或腿， 用指尖敲桌子
- Do not read books or newspaper when on duty.
当班时不可以看书或杂志
- Do not listen to radio or watch TV while on duty.
当班时不可以听收音机或看电视
- Do not enter a room or office without knocking.
进入房间或办公室要敲门。
- Do not keep any property not belonging to you personally.
不要拿不属于你的物品
- Do not take of absence from work unless absolutely necessary, and inform
your supervisor immediately.
除非在非常必要的情况下，不然不要随便离开你的工作区域，并要马上报告你的领班
Do not make noise that will disturb the guests. 不要制造杂音，这会影响客人。
This includes: 这包括
Laughing loudly. 大笑
Whistling and chatting with other employees. 吹口哨或和其他同事聊天。
- Do not speak any other language in your working area.
不要在工作区域讲方言
HANDLING COMPLAINTS
处理客人投诉
METHODS FOR HANDLING COMPLAINTS AND DEALING WITH ANGRY GUESTS
处理客人投诉及对待发火客人的方法
Listen 聆听
Listen critically, without interruption. Do not argue or deny anything. Do not get defensive or challenged in any way even if the guest is abusive, exaggerates, or speaks boisterously. Be attentive.
带有理解的倾听，不要争论或否认任何的事，即使客人的使用辱骂的言语，描述夸张，或是大吵大闹，都不要有进行辩驳。把注意力放在客人身上。
2． Acknowledge理解
Express empathy towards the guest and the existence of a problem. Do not accept nor pass on the blame to others until all the facts are gathered. Use the “sad/glad” statement.
对客人及他所遇到的问题表示理解。不要在问题夸大之前把责任推卸给其他人。用难过/高兴的语调说
Sad - I am sorry there is a problem.
难过 非常抱歉产生了这样的问题
Glad - I am glad you are bringing it to our attention.
高兴 我很您能向我们反映这样的的情况。
Empathize - I am certain that this has been frustrating for you. I do
understand your being so upset.
感同身受 我确定这使你很不开心。我能理解您为什么生气。
3． Restate复述
As soon as the guest has calmed down, restate the complaint in question form, in order to avoid misunderstanding and to show the guest that you possess good comprehension skills.
在客人的情绪冷静下来以后，把刚才客人所说的写在表格里面并给客人看。为的是避免误解，同时也是为了让客人知道您已经理解了他的意思。
Ask 询问
Ask the guest what they want you to do or what they would like done. In many cases, the guest is merely satisfied just “letting the company know” what occurred. If he wants something done specifically, find out exactly what it is and confirm it with him. Stress what you can do, not what you can’t do. Suggest alternatives if preferred solution is not feasible. If the alternative solution is not satisfactory to him, seek the assistance of a person of higher authority than yourself.
询问客人他们要你做点什么或是想怎么做。在大多数的情况下，客人的目的只是想让公司知道发生了些什么。如果他有特殊的要求，了解并和他确认是什么要求并强调哪些是你能做的哪些是你不能做的。 同时可以向客人提供相对可行的变通方法。如果客人仍然不同意，可以请你的主管出面帮忙解决。
Action 措施
Find something to agree on. Once a solution has been agreed upon, take immediate action and do it! Notify the guest of any changes or delays. Never promise anything that you cannot keep.
在达成一致意见以后，立即采取行动。如果有什么变动或是延迟要通知客人。不要向客人承诺你所不能做到的。
Follow-up 跟进
After a problem has been taken cared of, contact the guest and make sure that the solution was satisfactory to them. Use this moment of truth to thank the guest for bringing the matter to your awareness and accentuate that it should never happen again.
解决完问题后，跟进并确保客人对问题的解决是满意的。这时要感谢客人将问题告诉我们，并强调这个问题不会再次发生。
WHEN TAKING A PROBLEM TO A PERSON OF HIGHER AUTHORITY
把问题交给高层处理
Make sure that you inform him of all facts and information that the guest has confirmed.
确定你已经告诉他所有客人所认同的事实和信息。
Know exactly what the guest wants.
确切地了解客人的需求。
Give your superior an account of your conversation with the guest. Do not exaggerate to make yourself look efficient. Stick to the facts.
向你的领导描述你和客人的交谈。不要为了表现自己而夸大事实。要实事求是。
Tell your superior about any promises you have made to the guest.
告诉你的领导你已经对客人所做的相关承诺。
Know at this point if your superior is going to handle the situation or if you will keep on working on the problem itself.
确定是否要交给你的领导处理或是自己解决问题。
Remember, it is not always in your best interest nor the guest’s to “pass the buck” to a person of higher authority. You should try to solve the problem on your own. If your guest insists or dissatisfied, then seek further assistance.
记住，不要动不动就把问题推卸给你的主管。你要尽力自己去解决问题。如果客人坚持要见主管或是无法让客人感到满意的话，再去寻求主管的帮助。
IMPORTANT SERVICE ACTIONS
Make a good impression whenever you meet a guest or a colleague.
不管遇到客人或同事要留下好的印象
Have a positive attitude at all times despite a bad mood.
任何时候都要是积极的态度
Pay attention when someone is talking. Listen fully to a guest or a colleague.
和客人或同事谈话时要专心并仔细聆听
Know your job the best you can. Try to know more as you go along.
尽量多的去了解你的工作
Make our guests feel at home when they come to the restaurant.
客人在餐厅时要让其感觉象在家里一样
There is no difficulty in doing these things. As a professional in what you do, you should already be observing these service actions, at this point in time.
做这些事并不难，如一个专业人士在你做的事情中，你应该已经观察这些服务行动。
WORDS TO LIVE BY
(from the famous, Mahatma Gandhi)
The GUEST客人
is the most important visitor 是我们最重要的来宾
to our premises. 我们的承诺
He is not dependent on us. 他不依赖于我们
We are dependent on him. 我们依赖于他们
He is not an interruption 他们不是在打断
to our work. 我们的工作
He is the purpose of it. 他是我们工作的目的
He is not an outsider 他不是我们事业的局外人
in our business.而是我们生意的
He is part of it.一部分
We are not doing a favor 我们提供服务给他
by serving him. 并不是在赐予他
He is doing us a favor 而是他在创造机会
by giving us 赐予我们
the opportunity to do so
TELEPHONE ETIQUETTE
电话中的礼节
The role of telephones in F&B is a vital one. The telephone is a common medium of communication including inter-department, guest reservations and inquires.
在餐饮部，电话起着致关重要的作用。电话是部门之间沟通及客人订餐、查询的最普通的媒介。
Always remember that our performance on the phone can easily make or break guest contact; live up to or shatter the projected image of our company.
通常在电话中的表现直接关系到是否能和顾客建立联系，以及维护或是损害公司已经建立起来的形象。
Telephone use can be made more efficient and effective by following simple guidelines, as follows:
以下的几种方法可以帮助有效地使用电话进行沟通：
Answer all calls promptly, within three rings as a standard guide.
能够快速地接起电话，按照标准步骤应该在电话铃响起的三声以内。
Use the proper and uniform phraseology when answering calls. Identify yourself and your department to establish your own credentials, the department’s or the company’s.
在接电话的时候使用统一标准且得体的措辞。自报姓名及所在部门。
Every telephone call you make or receive is an opportunity for you to create and / or maintain a worthy personal image and the company’s image. Try to personalize the call by using the caller’s name if known throughout the conversation.
你所打的或是所接的每一个电话都一个建立或保持个人及公司形象的一次机会。在通话过程中如果知道来电者的名字，尽量称呼其姓名。
Speak clearly and audibly at all times.
说话要保持清晰，音量适中。
Never place a caller on hold for a lengthy period of time. He/She should be informed of any delays and may refer the option of calling back or leaving a message.
不要让打来电话的人等待太久，要通知他可能会推迟、回电或留言等。
When taking the message to be relayed to another party, accuracy and conciseness are very essential.
在替别人留言的时候，要作到简明、准确。
Always record information. Do not rely on your memory.
要把信息记下，而不是只存在大脑里面。
Remember that you are not visible to the caller, therefore project a friendly and positive image at all times.
来电的人是看不到你的，所以你应该时刻在电话里表现出友好和积极的态度。
A ringing telephone is a priority. The guest in front of you will not be offended if you excuse yourself politely to answer a ringing phone. The caller does not realize that you are busy until you answer the phone and explain that you are concerned and will get back to him/her as soon as possible. Never ignore a ringing phone, in the hope that the caller will hang up, or that somebody else will the answer the call.
有来电应该先接来电。如果你正在和客人谈话的话，您可以有礼貌地先向客人道歉，然后去接电话。这样客人是会谅解的。你接起电话的时候可以向来电的示意目前不便接电话，你会尽快给他回电，这样他就会知道你现在很忙。不要怠慢任何的电话。希望来电的人会很快挂断或是其他人能后帮你接起电话。
SANITATION
卫生设施
Guidelines for Handling Food
食品处理指南
Persons with infected cuts or sores or contagious diseases are not permitted to handle food.
不允许具有感染性的伤口，传染性疾病的人处理食品。
Wash hands frequently, especially before leaving the restroom.
经常洗手，尤其是在离开洗手间之前
Keep nails short and clean.
保持手指甲干净，修剪整齐
Do not place or store containers of cleaning compounds, insecticides or other chemicals near food items.
不让化合物、杀虫剂或其他化学物品的容器接近食品
Conduct daily infection for pests. Give immediate attention to any pests discovered.
对病虫害进行日常的处理，对任何的病虫害要密切关注
Smoking is prohibited in all the kitchens, food preparation areas and storage areas.
禁止在所有的厨房、准备事物区域以及仓库吸烟
Keep dirty tools, equipment and utensils away from food items.
所有不干净的工具、设备和器皿都要远离食品
Inspect tools, equipment periodically to ensure proper cleaning.
定期检查工具、设备、器皿的卫生情况
Use hot water and soap to clean knives and cutting boards that have been used on raw meats before using them for cooked meats.
当要处理熟食时，要用热水和洗涤剂清洁切过生食的刀具和案板
Clean bus trays thoroughly before using them as a serving tray.
在给客人上菜的时候托盘要保持清洁
Always keep hands away from mouth, nose, hair, etc., when handling food.
当在处理食品的时候，手不要去触摸嘴、鼻子、头发等
Keep garbage cans tightly covered.
罐头食品要密封严实。
All tableware placed for guest must be cleaned, whether used or not.
所有摆给客人的餐具必须清洁，不管是否用过
To prevent bacteria growth, discard all cracked or chipped china or glassware.
为了避免细菌的孳生，丢弃所有破碎或有裂缝的瓷器或玻璃器具
Cover all stored food.
覆盖好所有的库存食品
Clean refrigerator-box shelves, floor walls and ceiling regularly.
定期清洁冰箱的夹层，顶层和底层
Do not leave food particles or standing water overnight.
不要让食品单独存放或整夜都泡在水里
Store all boxes 6 inches of the floor.
所有的食品要存放在离地面6英寸的地方
Never touch food, drinks, ice and internal surfaces of containers, utensils, glasses or tableware directly with your hands. Always use proper utensils.
不要直接用你的手触摸食品、饮料、冰块等以及容器、器皿、玻璃杯或餐具。要使用适当的器具。
Never take any item directly from the deck and place onto a food preparation surface.
不要直接从夹层拿食品和将食品放在表面上。
Never place open food containers on top of other food containers.
不要把已经开封的食品容器放在其它食品容器上面
Never contaminate food or food contact surfaces by coughing, sneezing, or breathing directly on them
不要对着食物或食品的接触面咳嗽、打喷嚏或呼吸，以避免污染。
Never stack food in the refrigerators or on frost top tables.
不要把食品堆放在冰箱里或着放在有冰的桌子上面。
Visits by persons not directly connected with food preparation and food service to galley areas are strictly forbidden.
来访着要严格禁止进入厨房和食品接触。
Cover all food in the refrigerators.
在冰箱里的食品要全部盖好。
Store leftover or cooked food at a depth of not more than 4 inches (10cm) in the refrigerator.
剩余的库存和熟食存放在冰箱里不能超过4英寸。
Keep all storage areas sanitary and orderly.
保持所有的库存区域卫生整洁。
Invert pots and pans glasses and crockery for storage.
壶、平底锅、玻璃杯、和瓦器要倒着存放。
Cover garbage containers.
覆盖好装废料的容器
Store cleaning gear in special lockers and never in food or pantry area.
把清洁用具存放在专用的柜子里，不要放在有食品或餐具的地方
Store clean food service utensils completely separate from dirty utensils.
干净的食品器皿和脏的食品器皿要分开存放
Never store utensils on the bottom shelves of open cabinets located below working level top.
不要把器皿存放在低于工作水平面的敞开的橱柜底层
Never store personal effects or clothing in food preparation spaces.
不要把私人的物品和衣物放在食品区
Processing
步骤
Meats, perishable, foods, and food prepared in advanced must be kept refrigerated between 38 and 45ºF.
肉类、易坏的食品以及事先准备好的食品必须存放在38-45华氏的冰箱里
Discard food in the immediate vicinity of broken glass or china.
把不要的食品放在已破碎的玻璃杯和瓷器的区域内。
Open food containers (. crates, cartoons, barrels, boxes, glasses, jars and cans) in location away from the items to prevent splinters, staples, glass or bits of wire from contaminating the food.
开启的罐头食品（如桶、盒子、玻璃杯、出口瓶和罐头）要远离食物以避免碎片、钉子、玻璃以及金属线污染食品
Store glassware bottoms-up.
要叠放玻璃器皿
Keep food covers in place.
食品要覆盖存放
Do not allow food items to stand warm (under 100ºF) and uncovered.
不让在高温（低于100华氏）且没有覆盖的情况下存放食品
Freeze only fresh foods; do not refreeze foods.
只冰冻新鲜的食物，不能重复冰冻
Reheat soup that has cooled below serving temperature; simmer for 15 minutes.
用文火加热在相应温度冷藏过汤要15分钟
Dispose of returned food that has been served.
处理客人已经使用过的食品
Keep a tight cover on pies, cakes, breads, etc. which have already been cut, except when they are on the serving line.
当派、蛋糕、面包已经切开的时候，要密封严实，除非在端给客人的时候
Never leave cooked foods un-refrigerated for more than three hours.
熟食不能在没有冰箱的状态下存放超过3个小时
Do not place small objects (. tacks, pins, matches, etc.) on kitchen shelves or windowsills where they might fall onto food.
不要把小东西（大头针、钉子、火柴等）放在厨房的柜子或是窗台上以免掉入食品中
JOB SAFETY AND SECURITY 工作保险和安全
Without exception, the safe way of doing your job is the best way. What good is a “short cut” in doing a job if it might end up being a short cut to the hospital or long-term injury? 毫无例外的，做工作最好的方法是用安全的方法。
Remember, by eliminating hazards, you are protecting yourself and your guests. In short, it pays to prevent accidents and injuries. Report any hazardous conditions to your supervisor immediately. Don’t cut your earnings by being a careless worker. Study these common causes of accidents carefully. They are intended as an aid to protect you and your guests.
记住，要排除冒险，你要保护你和你的客人，这样可以预防事故和伤害，将任何危险的情况马上报告你的主管。不要因为粗心的工作而影响你。学习使事故发生的原因，他对与保护你和你的客人是有用的。
Watch out for: 提防
Spillage of food, beverages, oil or grease 食物，酒水，油或油脂溢出
Wet floors. 湿的地面
Equipment and cleaning gear or other objects in alleyways. 设备和清洁用具或其他物品放在通道中。
Watch out for strains caused by: 提防因为以下原因引起的扭伤
Lifting heavy objects improperly 不适当的举起重物
Over-reaching to lift or handle objects 用力举起或搬运重物
Carrying too large a load (example: dining room trays) 搬运太重的重担（餐厅托盘）
Watch out for cuts caused by: 提防因为以下的原因引起的切割
Picking up broken glass 拿取破损杯子
Opening bottles and cans carelessly with unsafe and faulty opener.
要小心用不安全或不完善的开启器开启瓶装或罐装物品。
Careless handling of knives and other sharp objects
拿取刀或其他尖利物品时要小心
PERSONAL SAFETY HABITS 个人的安全习惯
Your personal safety is also very important. You should always avoid:
你个人的安全习惯同样重要，你应当总是避免：
Not wearing proper safety shoes and clothing
穿着不安全，不适当的鞋子和衣服
Excessive drinking
过量饮酒
Drugs of any kind
吸毒
All the above could be a hazard not only to you, but to your guests as well.
以上任何一项都会给你或你的客人带来危险
FIRE PREVENTION 火灾的预防
Watch out for: 提防
Spontaneous combustion (stowing greasy linen, cleaning rags, cleaning chemicals and presence of flammable cleaning liquids, or materials)
自燃（装载油脂的布草，抹布，化学清洁剂和可燃的清洁液或原料）
Smoking in unauthorized areas 在严禁吸烟的地方吸烟
Smoldering remains in ash trays.在烟缸内未燃尽的烟头
Know the different types of fire extinguishers, where they are, and how to used them properly.
认识不同种类的灭火器，知道放在哪和怎样适当的运用。
JOB LIST
工作列表
TASK
任务
DAILY OPENING CHECKLIST
日常的公开检查
(PERSONAL HYGIENE FOR MALE STAFF)
（男性员工的个人卫生）
REASON WHY
理由
STEP : 1
步骤
Change uniform for a fresh one. Make sure buttons are fastened and necktie adjusted (if applicable).
勤换制服，确保纽扣扣好，领带绑好。
Do not use excess embellishments such as: badges and lots of jewellery
不要过分装饰如：佩带徽章及过多的首饰
For clean, complete and well pressed uniform.
干净、完整、制服压熨平整。
STEP : 2
步骤
Clean well-groomed hair. Use gel when necessary.
头发修整得体，必要时可以使用发胶或头发定型水
For neat and pleasant appearance.
整洁愉快的外表
STEP : 3
步骤
Hand and fingernails should be clean and short.
勤剪手指甲确保手和指甲的干净
For guest comfort
使客人感到舒服
STEP : 4
步骤
Shoes clean and well polished
鞋子要保持干净，经常擦鞋油
For neat and pleasant appearance.
整洁愉快的外表
TASK
任务
DAILY OPENING CHECKLIST
日常的公开检查
(PERSONAL HYGIENE FOR FEMALE STAFF) （女性员工的个人卫生）
REASON WHY
理由
STEP : 1
步骤
Change uniform for a fresh one. Make sure buttons are fastened and necktie adjusted (if applicable).
勤换制服，确保纽扣扣好，领带绑好。
Do not use excess embellishments such as: badges, long earrings, and lots of jewellery.
不要过分装饰如：佩带徽章、有垂吊的耳环及过多的首饰
For clean, complete and well-pressed uniform.
干净、完整、制服压熨平整。
STEP : 2
步骤
Clean well-groomed hair. Tied back with black colored ribbon if necessary. Only black colored ribbon are allowed.
头发修整得体，可使用黑色的发髻把头发扎起，但只允许使用黑色的发髻。
There should be no hair seen hanging on the face.
没有散发垂落，遮住脸。
For neat and pleasant appearance. For uniformity.
整洁愉快的外表。为了装束的一致性。
STEP : 3
步骤
Hand and fingernails should be clean and short.
Only colorless nail polish is allowed.
手指甲干净，修整整齐，不允许涂有色的指甲油
For guest comfort.
使客人感到舒服
STEP : 4
步骤
Apply mild make up just a blush-on color. Do not wear too heavy eyebrow liner, artificial eye lashes and heavy cosmetics and perfumes.
化柔和的淡妆，不要涂过重的眼线，化浓妆，喷气味浓烈的香水
STEP : 5
步骤
Use a red colored lipstick. Do not use other color.
使用红色的口红，不允许使用其他的颜色
STEP : 6
步骤
Shoes clean and well polished
鞋子要保持干净，经常擦鞋油
For neat and pleasant appearance.
整洁愉快的外表
TASK
任务
DAILY OPENING CHECKLIST
日常的公开检查
REASON WHY
理由
STEP : 1
步骤
Sign attendance logbook.
签到本上签字
Should report on time and get ready for whatever tasks that may be assigned. Always have pen, scratch pad, lighter and waiter’s friend at all times.
及时报告，随时准备接受各种任务。随身带笔，小记录本，打火机和开瓶器
Standard Company Procedure
标准操作准则
STEP : 2
步骤
Attend daily briefing for any instruction and other information.
注意日常的指示和其他一些信息。
Stand straight and be attentive to the information and instruction disseminated by the superior. If instruction or information is not clear ask questions for clarification.
要站直来，注意上级的指示和信息如果对指示或者是信息有不清楚的地方，要提出问题弄明白
To receive/accept instruction and necessary information.
接受指示和必要的信息
STEP : 3
步骤
Must know the following:
必须知道以下的规则：
Special of the day
特殊的日期
Ongoing promotion
正在进行的促销活动
Any special service requirement for the day
那天所需的特别服务
Service instruction
服务须知
Food and beverage items not available
餐饮部没有用的东西
Reservations
预订
Checks cleanliness of door handles, glass poster stand, planters, and reception tables
检查门把、玻璃杯脚、花盆和接待桌子的干净
Check display table if Set-up is correct.
如果桌上有东西，检查桌面的摆放是否正确.
Check if poster/menu on display is correct
检查菜单的摆放是否正确
Check flyers if they are enough on display (if applicable)
检查是否摆放有足够的小传单
Table set up must be clean and spotless. Not damaged and completed.
桌面必须干净无暇。没有破损，完好无缺
Must be properly arranged and in order
一切必须井然有序
Flower fresh and vase clean (if applicable)
提供鲜花保证花瓶的清洁
Ashtray clean
烟灰缸的清洁
To make sure everything is ready prior to service.
确保在为顾客服务之前，一切准备就绪
For good presentation
留下好印象
Standard Company Procedure
标准操作准则
TASK
任务
DAILY OPENING CHECKLIST
日常的公开检查
REASON WHY
理由
Table linen well pressed, clean and in good condition (if applicable)
桌布要摆放好，保持清洁
Tables and chairs wiped clean and properly arranged
桌椅要擦干净，摆放得当
TASK
任务
DAILY OPENING CHECKLIST
日常的公开检查
(STATION MIS-EN-PLACE)
REASON WHY
理由
STEP : 1
步骤
Sufficient supply of:
供应充足
Chinaware and crockery
瓷器、陶器
Glassware
玻璃器具
Cutlery
餐具刀叉
Napkins, placemats,l table cloth, towels (if applicable)
餐巾、桌垫、桌布、毛巾（如果需要）
Guest supplies like: Toothpicks, matches, condiments and sauces, sugar and cream
为客人提供：牙签、火柴、调味品和酱油、糖和奶油
Water pitchers with underliner
带底座的水壶
Order slips and bill jackets
点菜的纸条和帐单夹
Station must be cleaned and polished
台面必须干净整洁
Trays are ready
盘子要备好
Everything in their respective drawers and shelves
每样东西又要存放在相应地方
All equipment are in good condition
所有的设备运行良好
No chips, no cracks, no stains
没有碎片、瑕疵和斑点
Carpet must be well vacuumed (if applicable)
地毯要用吸尘器清理干净
Floor tiles must be stain-free
地板砖不能有瑕疵
No visible litters
看不见零乱的东西
Room decors must be cleaned
房间的装饰必须清洁
Windows/walls without marks
窗户和墙面不能有任何标记
Lights must be fused and controlled (if applicable)
灯要能够调节
Brass or copper furniture are well-polished and shiny
铜制的家具要擦亮
Lighting fixtures properly controlled
灯具的固定装置要能调节
Piped-in music properly controlled (if applicable)
恰当调节音乐
For uniformity
统一
For faster service
快捷的服务
For guest comfort
让客人感到舒适
Standard Company Procedure
标准操作准则
For Preparation
做好准备
TASK
任务
GREETING GUESTS
向客人问好
REASON WHY
理由
Note: Greeting guests is the responsibility of all staff not just Host/ess, Outlet Manager, Supervisors, etc. This is a very important task because it is the guest’s first impression of that particular outlet. The greetings must be cordial. Guest’s names, if known should be used when greeting. An unknown guest should be greeted with the same formality as the regular patron. All guest’s patronage is sought; make them feel welcome.
注意：向客人问好是所有酒店员工的责任，而不仅仅是迎宾的事。这也包括经理及管理人员等。这对于给客人留下良好的第一印象是很重要的。问候必须是热情的。如果知道客人的名字须在问候的时候称呼客人。即使是不认识的客人，也必须像对待常客一样对待他们。所有客人都有权享受服务，让他们觉得自己是受欢迎的。
When a man or a woman comes in alone, greet him/her pleasantly: “ Good evening, this way please”. Don’t just say “Just one?” or “Are you alone?”
当一位先生或者女士独自来这里时，要很高兴地向他们问好“晚上好，这边请”。 而不要只是简单地说“一个人吗”，“你一个人来吗”
Professional and personalized service
专业的人性化的服务
STEP : 1
步骤
When guest approaches you or is waiting to be seated approach them confidently with a smile at all times.
当客人走进你或者在等位子的时候，要随时都面带微笑的朝他们走去
For courtesy
礼貌
STEP : 2
步骤
Your greeting must be polite yet not over friendly. Using a clear voice, look at the guest in the eyes.
你的问候要有礼貌，但又不能过度热情。用清晰的声音和客人交谈，要看着客人的眼睛
To avoid familiarization and disrespect
避免过分的热情而引起不尊敬的感觉
STEP : 3
步骤
Always state the time of day/night, . “Good morning, Good Evening,” etc.
不同时间用不同的问候语“早上好，晚上好”等
Observe etiquette
观察能力
STEP : 4
步骤
Offer assistance, . “How may I help you, sir/madam?”
主动向客人询问帮助“我能帮助你吗，先生/女士？”
Courtesy, good guest relations and listening skills
礼貌，和客人良好的关系和倾听技能
STEP : 5
步骤
Listen closely to what the guest requires. After ascertaining the necessary information, attend immediately to the guest’s needs
仔细听清客人的要求。当获得必要的信息后，马上帮客人解决他们的要求
Courtesy, good guest relations and listening skills
礼貌，和客人良好的关系和倾听技能
TASK
任务
GREETING GUESTS
向客人问好
REASON WHY
理由
STEP : 6
步骤
When taking the guest to their table/seat, walk slowly in front of guests at least a meter away.
当你给客人带路的时候，慢慢地走在客人的前面，和客人的距离至少要保持一米
Guests should be properly guided, as they are not familiar with the outlet or restaurant.
由于客人对餐馆不熟悉，所以需要适当的指引
STEP : 7
步骤
Use your open hand to direct the guests.
伸手为客人指路
Non-offensive means of guiding guests.
给客人指路的礼貌方式
STEP : 8
步骤
Continually look behind you to keep an eye on your guests.
不时的回头，照看你的客人
They maybe disoriented or distracted.
他们可能会跟错路
TASK
任务
TAKING DRINK ORDERS AT A TABLE
在餐桌上帮助客人点饮料
REASON WHY
理由
STEP : 1
步骤
Approach guests on their right and say, “Excuse me sir/madam would you care for something to drink?” Mention special of the day and other promotional items (if any). If the guest is still undecided excuse yourself and say, “Excuse me sir/madam when you are ready to order please let me know.” Do not make the guest feel that he/she is being hurried.
靠近客人站在他们的右手边对他们说“打扰一下先生/小姐，您要点饮料吗？如果有什么特别的日子或是促销活动要向客人介绍。如果客人仍然没有决定是否要点饮料，可以对他们说“先生/小姐，如果您要点饮料的话，可以告诉我。”不要让客人觉得你在催他。
Politeness and for suggesting selling
要有礼貌地向客人建议
STEP : 2
步骤
If the guests give a signal that they are ready to order approach the lady guest first and say, “Can I take your order now, madam?”
如果客人示意要点菜，先走到女士的旁边，说“我能为您点菜吗，小姐”？
STEP : 3
步骤
Always repeat the items ordered.
要重复一下所点的菜
To ensure accuracy and precision.
确保准确性
TASK
任务
PREPARING TO SERVE DRINKS FROM A TRAY
准备把饮料从拖盘里递给客人
REASON WHY
理由
STEP : 1
步骤
Always check tray for cleanliness. Tray should always be washed after every shift.
及时检查托盘的卫生，托盘在每个班次后都要清洗
For hygiene
卫生
STEP : 2
步骤
Place a coaster and a cocktail napkin for every drink on your tray.
在每次服务饮料使都要有杯垫和餐巾纸
Standard Company Procedure
公司的标准程序
STEP : 3
步骤
Ensure you have corresponding glass for each beverage that is to be poured from the can or bottle.
确保每种饮料（瓶装或听装）都配有相应的杯子
To show good service and for convenience
体现良好的服务，为客人提供方便
STEP : 4
步骤
Check cleanliness of glasses and ensure correct presentation of all drinks.
检查杯子的清洁，确保各种饮料不出错
To maintain standardization of beverages
保证饮料的水准
STEP : 5
步骤
Place tall glasses and bottles as close to the center of the tray as possible.
尽量把高的玻璃杯和瓶子靠近托盘的中间
For safety and stability
为了安全和稳定
STEP : 6
步骤
Never overload the tray
不要在托盘里装太多的东西
For safety
为了安全
STEP : 7
步骤
Arrange drinks in order of service sequence, if possible.
有序的放好饮料，这样可以方便给客人服务
For ease of service
让服务更容易
STEP : 8
步骤
Always check that all orders are complete before serving to the guests.
在服务饮料前要确认所有客人所点的东西都备好了
For prompt and efficient service
为了促进更有效的服务
TASK
任务
CARRYING AND SERVING DRINKS FROM A TRAY
把饮料从托盘里递给客人
REASON WHY
理由
STEP : 1
步骤
Carry bar tray on your left side with your left hand.
端托盘的时候要用左手拖住托盘
Standard Company Procedure
标准操作准则
STEP : 2
步骤
Your left hand should be under the center of the tray with your palm and fingers spread out.
你的左手手掌放在托盘底部的中央，手指张开撑住托盘
For safety and balance
安全，平衡
STEP : 3
步骤
Always keep tray close to your body and next to your hips.
托盘靠近你的腰部
For safety and stability
安全性和稳定性
STEP : 4
步骤
Approach guest always on their right hand side (when practicable) excuse yourself if required.
服务饮料时要从客人的右手边
Standard Company Procedure
标准操作准则
STEP : 5
步骤
Place drink coaster on the table, logo facing guest, in line with guest’s right shoulder. (When practicable)
把饮料杯垫放在桌子上，标签对着客人，尽可能和客人的右肩形成一条直线
To use as under liner on table without linen
用杯垫来替代桌布
STEP : 6
步骤
Place drink on top of coaster at the same time saying, “Your scotch and coke sir/madam.”
在把饮料放在杯垫上的同时，说“这是您点的威士忌和可乐，先生/小姐”
(Always hold glassware at the bottom)
（如果是玻璃器具要拖在他的底部）
To ensure guest has the right drink and for courtesy.
确保客人的要的饮料没有弄错，也是一种礼貌。
For hygiene
卫生
STEP : 7步骤
Pouring of all canned or bottled products should be done on the guest’s right hand side.
把饮料从罐头或瓶子里面倒出的时候要站在客人的右手边
Standard Company Procedure
标准操作准则
STEP : 8
步骤
Place empty glass on drink coaster on the table in line with guest’s right shoulder (when practicable)
把空的玻璃杯放在饮料的杯垫上，尽可能和客人的右肩在一条直线上
This is a method of preparation when pouring drink into the glass.
这是把饮料倒进玻璃前的一种准备措施
STEP : 9步骤
Take canned/bottled drink from a tray with your right hand and proceed to pour ensuring the can/bottle does not touch the glass.
用右手把罐子或瓶子从托盘里拿出，在倒饮料的过程中，要注意不要让罐子或瓶子碰到玻璃杯。
For hygiene and Standard Company Procedure
卫生，公司的标准步骤
TASK
任务
CARRYING AND SERVING DRINKS FROM A TRAY
把饮料从托盘里拿出并斟倒
REASON WHY
理由
STEP : 10
步骤
When pouring a bottled/canned drink the label should be facing the guest at all times.
当给客人倒饮料的时候，饮料瓶的标签要对着客人
Label or brand should be shown at all times.
要让客人知道商标和品牌
STEP : 11
步骤
Only fill a beer glass one third full.
啤酒只要倒满三分之一的杯子
(Unless otherwise instructed)
（除非客人有特殊的要求）
So the beer does not become flat.
这样啤酒不会平淡无味
STEP : 12
步骤
When pouring beer pour the beer as steadily and slowly as possible.
当倒啤酒的时候，要尽可能的稳，尽可能得慢。
So the beer does not surge out of the can/bottle. Stops the beer from foaming and creating froth only.
以避免啤酒从瓶子里涌出，产生大量的泡沫
STEP : 13步骤
Before you leave the table say, “Please enjoy your drinks.”
在你离开之前，你要说“请享用你的饮料”
For courtesy
礼貌
TASK
任务
CLEARING GLASSWARE FROM A TABLE
收拾玻璃杯
REASON WHY
理由
Note: Clearing glassware from a table requires flexibility. You must be able to clear glassware individually.
注意：空杯要从桌子上轻柔地移开，你必须单独操作这些。
STEP : 1
步骤
Pick up clean tray from Back-of-House area.
从备餐间拿一个干净的托盘
The tray will be used for clearing and for hygiene.
必须保证托盘的干净和卫生
STEP : 2
步骤
Approach the guest on their right hand side by saying, “Excuse me Sir/Madam may I take your glass?”
靠近客人的右手边，说“打扰一下，先生/小姐，我能把你的杯子撤走了吗？
For politeness and to ensure the guest has finished.
礼貌，确定客人已经用完了
STEP : 3
步骤
Upon approval from the guest, move your right foot in, alongside the guest’s chair.
在得到客人的同意后，用右脚移到客人的椅子旁边,身体微向前斜
To allow yourself to get closer to the table to pick up the glasses.
Politeness.
让你自己能离桌子更近，拿到那个杯子，这也是礼貌
STEP : 4
步骤
Pick up the glass with your right hand.
(Hold the bottom part or stem of the glass)
用你的右手拿起玻璃杯（握住杯子底部或杯子的根部）
For hygiene and safety
卫生和安全考虑
STEP : 5
步骤
Step slightly backward from the table and transfer the glass onto the tray in your left hand.
轻轻地从桌子旁边移开，把杯子放在你左手上的托盘里
To allocate enough space for body movement.
给身体移动提供足够的空间
STEP : 6
步骤
Always arrange glasses according to height. (Tallest glasses should be at the far end of a tray)
根据玻璃杯的高度来考虑他们的摆放位置（最高的杯子要放在远离托盘边延的地方）
For easy arrangement and stability
为了便于排列和稳定性
STEP : 7
步骤
Proceeding clockwise to the next guest and follow the same procedure.
按顺时针方向移到下一张桌子为客人服务，按照同样的步骤执行
Standard Company Procedure
标准操作准则
STEP : 8
步骤
Once you have finished clearing the table, take the tray in both hands and proceed to the nearest workstation.
当你清理完桌子后，双手拿着盘子，走到最近的工作站。
Preparing for washing.
准备清洗
Note: Always arrange glassware on a tray not too close to each other in order to prevent breakage.
注意：玻璃杯之间不要摆放得太紧，以免碰撞发出声音
TASK
任务
BILL PRESENTATION TO THE GUEST
给客人提供帐单
REASON WHY
理由
STEP : 1
步骤
When the bill is prepared, check that all items listed are correct and accurately charged.
当帐单准备好的时候，要检查一下所有的项目和金额是否正确
To ensure there are no overcharges nor undercharges.
确保没有多算或是少算
STEP : 2
步骤
Prepare a neat and clean bill folder.
准备一个干净整洁的帐单封皮
For presentation
呈现
STEP : 3
步骤
Place bill inside folder or clipped to bill clipboard. If the folder has logo make sure it will face the guest right away.
请把帐单放在帐单夹里面或者夹在笔记夹板上。如果外壳有店标，标识要对着客人
For presentation and ease of removal for guest.
方便客人取出
STEP : 4
步骤
Present the bill with right hand placing it on guest’s right side. The bill folder should always be closed.
用右手把帐单放在客人的右手边，帐单的封皮要合上。
Standard Company procedure. So the guest is the only one to see the amount.
标准操作规则，这样确保客人是唯一能看到帐单的人
STEP : 5
步骤
Whenever possible place the folder bill into the guest’s hand.
在任何时候都要把帐单夹交到客人手中
For courtesy
礼貌
STEP : 6
步骤
Upon presenting the bill say to the guest, . “Excuse me Sir/Madam would you like to charge that to your cabin?”
在把帐单给客人的时候，可以说“先生/小姐，你要加到您的房帐里面去吗？
Room charge is applicable for guest’s convenience, however, should be handled carefully by the staff.
这是为了给客人提供方便，但是员工必须认真处理。
STEP : 7
步骤
Have a pen handy when presenting bill.
在给客人帐单的时候，手上要备一把笔
Standard Company Procedure
标准操作规程
STEP : 8
步骤
If the guest is using a credit card, discreetly place it inside the folder and excuse yourself then go back to the cash register or hand it to the cashier for processing.
如果客人要使用信用卡的话，谨慎地把信用卡放在封皮里面，然后示意离开，走到收款处或递给收银员
Standard Company Procedure
标准操作规程
TASK
任务
BILL PRESENTATION TO THE GUEST
给客人提供帐单
REASON WHY
理由
STEP: 9
步骤
After the card has been processed, approach the table with the bill folder closed. This should be presented on the right side of the guest. When presenting, open the folder with the credit card and card member’s copy of the voucher, neatly folded.
当处理完帐单，把帐单夹合上走向桌子。必须站在客人的右边。打开帐单夹，把信用卡和收据拿给客人，然后把帐单夹合上。
Standard Company Procedure
标准操作规则
STEP: 10
步骤
If guest’s bills are to be settled in cash, check the amount given based on the bill then forward to the cashier’s counter.
如果客人用现金付款，在去收银台之前，要核对金额。
To double check to avoid discrepancy
复查帐单避免出错
STEP: 11
步骤
Process cash and check the change before leaving the cashier’s counter.
在离开收银台之前，要核对所退回的余款
To double check to avoid discrepancy
复查帐单避免出错
STEP: 12
步骤
Return to guest, on their right hand side, discreetly hand over closed bill folder with the change and guest copy of the bill.
在客人的右手边把，谨慎地把装有零钱和顾客联的帐单夹交给客人。
For discretion and politeness.
谨慎和礼貌
STEP: 14
步骤
Thank the guest at all times after all transactions are finalized.
当一切处理完时要向客人说谢谢
Politeness and courtesy
礼貌
Note: If there are a large group of people at the table whoever asks for the bill will be the only person you will present the bill to. Don’t just place the bill in the middle of the table (unless instructed otherwise).
注意：如果有一大群人，只把帐单交给提出要帐单的人，而不要把帐单放在桌子的中间。（除非客人要求这样做）
TASK
任务
CHANGING USED ASHTRAY
为客人更换已使用的烟灰缸
REASON WHY
理由
STEP : 1
步骤
Place two clean ashtrays in left hand.
放两个干净的烟灰缸在左手
To cover used ashtray to be replaced.
替换已经用过的烟灰缸
STEP : 2
步骤
Take the most practical and shortest route in picking up the used ashtray.
用最便捷的方法拿到已经用过的烟灰缸
Saves time
节约时间
STEP : 3
步骤
Place a clean ashtray in your right hand.
放一个干净的烟灰缸在你的右手边
Preparing to cover used ashtray
准备替换已经用过的烟灰缸
STEP : 4
步骤
Say “Excuse me” if you feel you are intruding upon the guest.
如果你觉得你挤到了客人，要对客人说“对不起”
For politeness
礼貌
STEP : 5
步骤
With your right hand, place one inverted ashtray over the used ashtray (creating a clam-like effect)
用干净的烟灰缸盖住脏的烟灰缸
To maintain cleanliness
保持干净
STEP : 6
步骤
When the inverted ashtray has been placed on top of the used one, grasp them both with your right hand.
用右手同时拿起两个烟灰缸
To ensure that both ashtrays are picked up at the same time.
确保两个烟灰缸能够同时拿起
STEP : 7
步骤
Pick both ashtrays up with your right hand. Make sure that both are sealed at all times.
拿起时不要太快,防止烟灰跑出来
So that no ash can escape.
确保不会有烟灰跑出来
STEP : 8
步骤
Once they have been taken away from the table/bar, transfer the two ashtrays into your left hand with the one remaining ashtray being transferred into your right hand.
把从桌上收的两个烟灰缸放在左手上
So that you can prepare to place one clean ashtray down instantly.
这样你可以立刻换上一个干净的烟灰缸
STEP : 9
步骤
With one clean ashtray in your right hand place it in the same spot where the used ashtray originally resided.
右手拿着一个新的烟灰缸，把它放在原先的烟灰缸所放的位置上。
For conformity
连贯性
STEP : 10
步骤
Take spare ashtray and used ashtray still in your left hand away from the guests.
用右手拿着备用的和已经用过的烟灰缸离开客人。
So the guests cannot see the used ashtray. Also the used ashtray may be odorous.
这样客人就不会看到已经使用过的烟灰缸，通常已使用过的烟灰缸都有气味
TASK
任务
CHANGING USED ASHTRAY
为客人更换已使用的烟灰缸
REASON WHY
理由
Remember an ashtray should be changed with no more than three butts in it.
记住，烟灰缸要及时更换，确保里面的烟蒂不超过3个
Standard Company Procedure
标准操作规则
If you have a bar tray or a service station nearby stack several ashtrays on it.
如果你的旁边有托盘或者靠近服务台，可以多叠几个烟灰缸
For ease of changing.
便于更换
Changing ashtrays using a service tray follows the same procedure. The only difference is that the tray stays on your left hand.
用相同的步骤，使用托盘来更换烟灰缸。不同的是托盘是放在你的左手。
This applies to all F & B staff using service trays.
要求所有餐饮部的员工使用托盘
Do not leave numerous dirty ashtrays around your workplace, empty and have them washed as soon as possible.
不要在你的工作台上留下太多的脏烟灰缸，要及时倒掉
For hygiene and sanitation
卫生、干净
TASK
ANSWERING THE TELEPHONE
接电话
REASON WHY
Note: When the telephone rings you must:
注意：当电话铃响的时候，你必须做到以下几点
STEP : 1
步骤
Answer it before it rings more than three times.
在电话响起三声内接电话
Standard Company Procedure
标准操作规则
STEP : 2
步骤
Speak in a pleasant tone slowly and audibly.
用清晰，慢速、高兴的语调接电话
So caller can understand you
这样打电话的人能够听清你所说的话
STEP : 3
步骤
Identify your outlet. . “EZ CAFE”
说出你的部门，如 咖啡酒吧
So caller knows the outlet they have called.
这样打电话的人才能知道所拨打的部门
STEP : 4
步骤
Greet the caller according to the time of day/evening. . “Good Morning”
根据不同的时间向来电的人使用不同的问候语，如“早上好”
For courtesy
礼貌
STEP : 5
步骤
Identify yourself. . “This is Xavier speaking”
自报姓名“我是Xavier”
For proper identification
指明自己的身份
STEP : 6
步骤
Offer help. . “How may I help you?”
提出帮助“我能帮助你吗？”
For caller satisfaction and quality of service
为客人提供满意的高质量的服务
STEP : 7
步骤
Always reply with sir/madam
回答的时候记得加上“先生/小姐”的称呼
Politeness
礼貌
TASK
任务
TAKING RESERVATION/BOOKING
预订
REASON WHY
理由
Note:
注意：
Whether you are taking a reservation by telephone or person to person all of the details must be written down in your reservation book (if applicable) or on some paper, to give to the appropriate people.
注意：不论你是通过电话还是面对面地帮客人预订，都要把所有细节写在你的预订本或是纸张上面，然后递给相关的人员。
STEP : 1
步骤
Always smile and greet guest according to the time of day/night. . “Good evening sir/madam”
(Always look at the guest in the eyes) “How may I help you?”
向客人微笑，并根据当时的时间向客人问好“晚上好，先生/小姐。”（看着客人的眼睛和客人交流）“我有什么能帮助你的吗？”
For courtesy and good social skills
礼貌和良好的社会技能
STEP : 2
步骤
Answer any questions politely. Ask the guest for their name first. . “May I have your name please sir/madam?”
有礼貌地回答每一个问题。首先要先问一下客人的名字“我能问一下您的名字吗？”
To show courtesy & professionalism.
展示礼貌和专业性
STEP : 3
步骤
Ask for the date and time. . “Excuse me sir/madam What day and what time would you like to place your reservation?”
询问预订的日期和时间，如“先生/小姐，请问您需要在什么时间预订呢？
To be able to check the availability on that day and time.
核对一下当时的时间有没有冲突
STEP : 4
步骤
Ask for how many guests. . “For how many persons will the reservation be for sir/madam?”
问有多少的客人“先生/小姐，会有多少人来呢？”
To be able to check the availability to accommodate that amount of guests.
核实一下是否能够容纳这么多的人
STEP : 5
步骤
Ask whether or not they are smoking (if applicable to your outlet). . “Would you like smoking or non-smoking, sir/madam?”
询问客人是否要抽烟“请问您抽烟吗?"
For guest comfort and satisfaction
做到让客人舒适，满意
STEP : 6
步骤
Ask for the guest’s telephone number. . “May I have your telephone/room number please sir/madam?”
询问客人的电话号码“能告诉我你的电话号码吗？”
For confirmation or other additional information you need to inform them about.
方便确认，及通知一些额外的信息给他们。
TASK
任务
TAKING RESERVATION/BOOKING
预订
REASON WHY
理由
STEP : 7
步骤
Enquire about any special requests. . Birthdays, anniversaries, honeymoon, etc. . “Do you have any special requests sir/madam?”
询问是否有一些特别的要求。如，生日，周年庆典，蜜月等，“您有什么特别的要求吗？”
To be prepared for other requests and for the staff to be properly informed.
以便准备并通知相关工作人员
STEP : 8
步骤
Repeat all the reservation details to the guest.
要向客人重复一下具体的细节。
For confirmation to avoid miscommunication.
避免出现沟通过程的错误
STEP : 9
步骤
Thank the guest for placing their reservation. . “Thank you sir/madam for placing your reservation.”
感谢客人的预订“谢谢先生/小姐的预订。”
For courtesy and appreciation.
礼貌
STEP : 10
步骤
If you are unable to confirm the reservation politely tell the guest and take all of the details. Inform them that either yourself or another staff member will confirm the reservation as soon as possible.
如果你不能确定预订的话，记下所有的细节，告诉客人，不论是你还是其他的工作人员都会都会尽快确定这件事
Politeness & courtesy
礼貌
STEP : 11
步骤
If your outlet is fully booked apologize to the guest. Still, take the details and inform them that you or your supervisor will contact them as soon as possible with an alternative if they wish to consider it.
如果预订已满的话，要向客人致歉。仍然要记下细节，并告诉客人如果他们愿意考虑更改时间的话，你和你的上司将会尽快帮他们安排并和他们联系。
The supervisor may change certain bookings or offer an alternative time; there might be cancellations that you may be unaware of.
相关人员会更改相应的预订或提供另一个时间供客人选择。也许有些预订已经取消了，而你却不知道。
TASK
任务
SERVING CIGARETTES
提供雪茄
REASON WHY
理由
STEP : 1
步骤
Take the opened cigarette pack and matches in right hand.
将已经打开的香烟盒和火柴放在你的右手边
Standard Company Procedure
标准操作规则
STEP : 2
步骤
Approach guest on their right and place the cigarette down slightly on their right in a sensible position.
走近客人的右手边，把香烟轻轻的放在他们右边的一个适合的位置。
So guest can reach the cigarettes and match box.
让客人能够拿的香烟和火柴盒
STEP : 3
步骤
Say to guest, Ex. “Excuse me Sir/Madam your packet of Benson and Hedges Super Mild.” 对客人说“这时你要的Benson and Hedges Super Mild"
To ensure you have presented the right type of cigarettes and to show courtesy.
确保你给客人提供的香烟没有出错，而且也是一种礼貌
TASK
任务
LIGHTING GUESTS CIGARETTES
帮助客人点烟
REASON WHY
理由
NOTE:
注意
All service staff should always carry either a lighter or matches while on duty.
所有的服务成员在当班的时候都要随身携带个打火机或是一盒火柴
When using matches always light and put out matches away from the guest.
点火柴或用打火机的时候要远离客人
To be prepared for any circumstances that requires you to use them.
有些情况下需要你用到他们
Matches can spark when being lit. They also emit unpleasant odors when lit and when being put out.
火柴会喷出火花，而且当点着的时候会有难闻的气味。
STEP : 1
步骤
When you see guests taking a cigarette out of the pack, endeavor to approach the guest and offer to light their cigarette.
当你看到客人把香烟从盒子里面去处的时候，尽量朝他们走去为他们点烟
For courtesy and quality service
礼貌和有质量的服务
STEP : 2
步骤
Approach guest on right hand side (when practicable)
在客人的右手边靠近他们
Standard Company Procedure
标准操作规则
STEP : 3
步骤
Leaning over slightly towards the guest and say, “Excuse me sir/madam, may I help you in lighting your cigarette?”
身体稍倾，问客人“先生/小姐，需要我为你点烟吗？”
For courtesy
礼貌
STEP : 4
步骤
Once guest has approved, light the cigarette with a lit match or lighter in your right hand.
如果客人同意的话，用你的右手为客人点烟
Standard Company Procedure
标准操作规则
STEP : 5
步骤
Step back from guest and put out lit match (if necessary) and dispose it in an ashtray or bin in the Back-of-House area.
往后退，灭掉火柴，把它扔在烟灰缸或是备餐间
For safety and guest comfort.
安全，让客人感到舒适
TASK
任务
PRESENTING WHITE AND ROSE WINE
提供白酒和红酒
REASON WHY
理由
Collect bottle from refrigerator or bar person.
从冰箱或吧台人员那里取出葡萄酒
To present to host/ess
展示给客人
STEP : 1
步骤
Carry bottle in cradle of right arm (with waiter’s cloth) close to your body next to your hip.
把瓶子放在篮子里面或是握在右手臂，靠近身体
To minimize bottle movement. Use waiter’s cloth for absorbing moisture and for hygiene.
减小移动的幅度，用服务生的衣服吸掉潮气，卫生
STEP : 2
步骤
Approach host/ess on their right hand side and prepare to present the bottle to the host/ess.
靠近客人的右手边，准备把瓶子给他们
Always present drinks and serve drinks on right hand side with your right hand.
通常在送饮料的时候，总是要用到你的右手，并且放在客人的右手边
STEP : 3
步骤
Step right feet forward toward right side of the host/ess then facing the host bend forward slightly and with bottle still in forearm and base in palm. Show the bottle label to the host/ess. With open left palm all fingers directed at the label.
抬起右脚朝客人的右手边走去，弯下腰对客人瓶子仍然放在前臂，用手掌握着，把商标给客人看，用手指指给客人看。
So host/ess can see more easily and they can read the label.
这样客人能够很容易看到商标
Left palm and fingers are a guide.
左手的手掌和手指有指引的作用
STEP : 4
步骤
Say to Host/ess: “Excuse me Sir/Madam, your bottle of:” state the vintage (if applicable), Company name, then grape variety or style. . “Excuse me Sir/Madam your bottle of 1994 Taylor’s Chardonnay.”
对客人说“对不起，先生/小姐，这是您点的酒”，向客人介绍一下这种酒，公司名字，葡萄的品种，“先生/小姐，这是你要的1994年的泰勒白葡萄酒
Standard Company Procedures. Allows host/ess to ensure it is the correct bottle.
，让客人能够确定是否拿的是他们所要的瓶子
STEP : 5
步骤
Wait for host/ess acknowledgement or approval that you are presenting the correct bottle.
等着客人确认酒无误
Standard Company Procedures.
等着客人确认酒无误
TASK
任务
PREPARING TO SERVE A BOTTLE OF WHITE WINE
倒酒之前的准备工作
REASON WHY
理由
Get ice bucket and fill it up, 2/3 full using 60% of ice and 40% water
拿一个装冰桶，装满三分二，其中比例为60%的冰块和40%的水，
If we use ice only it is difficult to place the bottle into the bucket. If we use water the bottle will become too warm.
如果我们只用冰块的话，瓶子就很难放到桶里面，如果我们只用水的话，瓶子的温度又太高了
STEP : 1
步骤
Take ice bucket with stand (if applicable) and place it to the right side of the host.
把冰桶立着放，把它放在客人的右手边。
Note: Not too close
注意：不要放得太近
Standard Company Procedures
标准操作规则
Difficult for host to move
客人不容易碰到
STEP : 2
步骤
Check to see if correct glasses are on the table. If not follow step 4.
检查看是否桌上的杯子是适合的的，如果不合适，按第四步做。
Some outlets do not have wine glasses on the table.
一些地方桌上没有摆放葡萄酒的杯子
STEP : 3
步骤
Collect correct glassware for each guest.
为每一位客人准备玻璃杯
Guest must have correct drinking glasses.
客人应该有得当的饮料杯
STEP : 4
步骤
Carry glasses on a tray when serving the guests.
为客人服务的时候要把杯子放在托盘上拿给客人。
Always carry glasses on a tray. Never by hand. Hygienic.
拿杯子的时候要放在托盘里，卫生
STEP : 5
步骤
In placing glasses, with base always hold by the stem or as close to the base as possible.
摆放杯子的时候，要尽可能的把手握在杯子的底部或根部
For hygiene
卫生
STEP : 6
步骤
Standing on the right hand side of the first woman (if applicable) to the host/ess left, place the glass down on the guest right hand side. Walk clockwise and place the other glasses down for women first, then the first man (if applicable) to the host/ess left and walk clockwise placing the last glass on the right hand side of the host.
站在最靠近的第一位女士旁边，把杯子放在客人的右手边，然后按照顺时针的方向，先给女士摆放杯子，然后在从左手边的第一位男士开始，按顺时针方向为男士摆放。
This is the standard service sequence.
标准操作规则
TASK
任务
OPENING A BOTTLE OF WHITE AND ROSE WINE
开瓶（白酒和玫瑰红）
REASON WHY
理由
STEP : 1
步骤
Upon host/ess approval, take one step backward from the table.
在征求客人的同意后，朝桌子向前迈一步
To allow yourself room for opening the bottle
给自己腾出开瓶子的空间
STEP : 2
步骤
Firmly grasp the bottle around the shoulder and beginning of neck with your left hand.
用你的左手牢牢地握着瓶子
Waiter’s cloth should remain draped evenly over left forearm at all times.
服务生要在衣服的前臂上平铺一块布料
Narrowest part of the bottle is easier to keep a firm grip on.
瓶子的窄口处容易开启
For future use.
为了能继续使用
STEP : 3
步骤
Take waiter’s friend (wine opener) in right hand and place the end with the cutting knife in between your thumb and index finger keeping a firm grip at all times.
左手的大拇指和食指放在开瓶器切割刀的尾部，以便牢牢地握住。
Preparing to swing open the blade out of the waiter’s friend.
拉出开瓶器的刀片
STEP : 4
步骤
While still holding bottle in left hand take the waiter’s friend and place the other end in between your thumb and index finger keeping a firm grip at all times.
左手仍然握住瓶子，大拇指和食指放在开瓶器切割刀的另一端，以便牢牢地握住
To allow you to support the bottle and waiter’s friend in left hand together. Thus, allowing right hand to become free to swing open cutting blade.
让你能够同时用左手握住瓶子和开瓶器，以便腾出右手
STEP : 5
步骤
Open the cutting blade by inserting your right hand thumbnail into the crevice in the blade. It will swing out to your right.
用你的右手的拇指甲塞到刀片间的空隙，把刀片拉出。刀片被拽到你的右手边。
Blade will open up. You are then ready to cut the foil.
刀片被拉出，准备切瓶口薄金属片
STEP : 6
步骤
Take the waiter’s friend in to your right hand at the same time releasing your grip of the waiter’s friend from your left hand.
把开瓶器放到你右手，同时，把你的左手从开瓶器的手柄中释放出来
This places the waiter’s friend with blade out in your right hand.
把已经拔出刀片的开瓶器放在你的右手
TASK
任务
OPENING A BOTTLE OF WHITE AND ROSE WINE
开瓶（白酒和玫瑰红）
REASON WHY
理由
STEP : 7
步骤
With waiter’s friend in right hand and blade facing you take the blade to the bottom lip of the bottom top and press the sharp side of the blade against the capsule.
右手拿着开瓶器，刀片的锋利面靠在瓶塞上
Cut at the bottom lip of capsule.
切割瓶塞的底部
STEP : 8
步骤
Cut the entire circumference around the capsule.
沿着瓶塞的边缘把瓶塞割开
So capsule can be removed.
可以拿掉瓶塞
STEP : 9
步骤
Try to move and twist the bottle as little as possible.
尽可能地少晃动瓶子
So as to not disturb any sediment that may be inside the bottle.
避免有任何的沉淀物掉入瓶内
STEP : 10
步骤
Once entire circumference of the neck has been cut use blade tip to lift the top section of the capsule of, exposing the cork.
用刀尖围着瓶颈把瓶塞的顶层掀开，现出软木塞
Removing the capsule allows us to proceed with removing the cork.
移开瓶塞，以便方便我们取出软木塞
STEP : 11
步骤
Place discarded piece of capsule into your pocket. Do not put in ice bucket or on the floor.
把不用的瓶塞放在你的口袋里，不要扔在冰桶里或地上
For cleanliness.
为了清洁
STEP : 12
步骤
Close the blade back into waiter’s friend.
再把刀片合回开瓶器
For safety
安全
STEP : 13
步骤
If necessary with right hand pick up waiter’s cloth from left forearm and proceed to wipe the top of the bottle.
必要时用右手从左手臂拿起布，开始擦拭瓶口。
Sometimes dampness occurs and mold can occur. Cork can also leak slightly.
有的时候会引起霉气，导致发霉。软木塞也会慢慢的漏气
STEP : 14
步骤
Place waiter’s cloth with right hand back onto left hand.
把服务生的布从右手放到左手上
For future use.
为了继续使用
STEP : 15
步骤
With waiter’s friend in right hand, take it to your left hand and place the end near the blade in between your left thumb and forefinger while still holding the bottle in your left hand.
右手拿着开瓶器，当你的左手握住瓶子左手拇指和食指
To prepare to swing open the corkscrew.
准备摇出拔瓶塞器的螺丝锥
TASK
任务
OPENING A BOTTLE OF WHITE AND ROSE WINE
开瓶（白酒和玫瑰红）
REASON WHY
理由
STEP : 16
步骤
Still holding waiter’s friend in left thumb and forefinger. Use your right thumb and forefinger to swing open the corkscrew to a 90-degree angle from the handle of the waiter’s friend.
用左手的拇指和食指握住开瓶器。用你的右手拇指和食指按30分钟的角度摇开软木塞
To open corkscrew so it can be inserted in the cork.
打开拔瓶塞器的螺丝锥，把螺丝锥插进软木塞。
STEP : 17
步骤
Place the opened waiter’s friend in the palm of your right hand with bottle opener end facing to your left.
从软木塞的中央拔出软木塞
To stop bottle opener from swinging freely.
避免开瓶口随意摇晃
STEP : 18
步骤
With your right thumb and forefinger, grip the base of the corkscrew firmly. Still grip the waiter’s friend with other fingers.
用你的右手的拇指和食指牢牢的抓住软木塞的底部，其他的手指抓住开瓶器。
To help guide the corkscrew into the cork.
打开拔瓶塞器的螺丝锥，把螺丝锥插进软木塞。
STEP : 19
步骤
Bring the wine bottle in your left hand to the center of the cork and push it in slightly.
把葡萄酒瓶放在你的左手，从软木塞的中央轻轻地它推进去
Easier to insert corkscrew.
便于插入螺丝锥
STEP : 20
步骤
Put the tip of the corkscrew into the center of the cork and push it in slightly.
把螺丝锥的顶部插入软木塞的中央，轻轻地拔出
To ensure cork is removed without pieces breaking of .
确保在没有任何破损的情况下把软木塞拔出。
STEP : 21
步骤
Begin to turn the waiter’s friend with your right hand clockwise. Keeping the corkscrew vertical at all times.
开始按顺时针方向转动螺丝锥，确保螺丝锥一直保持垂直方向
For ease of removal and ensuring no pieces will break off the cork.
便于移开软木塞，确保没有任何的破损
STEP : 22
步骤
Keep on turning the waiter’s friend until there is only half a spiral showing then stop.
当开瓶器的螺丝锥只有一半露在外面的时候，就要停止继续转动了
If you go further the corkscrew will go through the cork causing a piece to break off into the wine.
如果你继续往里塞，螺丝锥很可能会弄穿软木塞，引起碎片掉入酒内。
TASK
任务
OPENING A BOTTLE OF WHITE AND ROSE WINE
开瓶（白酒和玫瑰红）
REASON WHY
理由
STEP : 23
步骤
With your left hand gripping the bottleneck and thumb supporting the cork lever. Wrap your right hand fingers around the waiter’s friend and place your thumb down the spine of the opener.
用你的左手握住瓶颈，拇指支持软木塞的平衡。用你右手的手指握住开瓶器，把你的拇指放在开瓶器的开口附近
To prepare for the extraction of the cork. The thumb will give stability and leverage.
准备拔出软木塞，拇指能起到稳定和平衡的作用。
STEP : 24
步骤
Maintain a 20-30 cm distance from the bottle.
和瓶子保持20-30公分的距离
For ease of extraction and presentation.
容易取出
STEP : 25
步骤
Used your right hand and pull the handle of the waiter’s friend upward slowly and smoothly. You will feel the cork rising out of the bottle.
用你的右手，慢慢地平稳地拖出开瓶器的手柄。你会感到软木塞也跟着出来了
If you withdraw the cork too quickly, chances are the cork will break into pieces.
如果你很快地把软木塞抽出的话，很可能导致软木塞裂成碎片
STEP : 26
步骤
When you feel that the cork is almost out, give it a slight wiggle to release the last 2-3 mm from the bottle.
当你觉得软木塞已经基本上快要全部出来的时候，轻轻的摇一下，至少从瓶子了拉出2-3毫米
If you pull the cork out quickly it will make an unnecessary noise.
如果你把软木塞很快地拔出的话，很可能造成不必要的声响
STEP : 27
步骤
Once the cork is out unscrew it anti-clockwise from the corkscrew.
当软木塞已经拔出后，把它按照逆时针的方向从螺丝锥里取出
To present to the host, if necessary.
如果必要的话要给客人看一下。
STEP : 28
步骤
Place waiter’s friend in your pocket or out of sight.
把开瓶器放到你的口袋里面或是移开视线的范围
To keep your right hand free.
腾出你的右手
STEP : 29
步骤
Get the cork and put aside a small plate with under liner and place it on the host/ess right hand side. (Certain circumstances do not require this to be done.)
取下软木塞，放在右手上（有的情况下是不需要这么做的）
Standard Company Procedure
标准操作规则
STEP : 30
步骤
If the guest does not need to see the cork place it in your pocket. Do not place in the ice bucket.
如果客人不想看到软木塞的话，把它放在你的口袋里，而不要把它扔在冰桶里面。
Standard Company Procedure
标准操作规则
Please note this procedure will vary depending upon whether you are left handed or right handed.
请注意，如果你是左撇子的话,这些步骤可以有所不同。
TASK
任务
SERVING WHITE AND ROSE WINE
为客人提供白酒和红酒
REASON WHY
理由
STEP : 1
步骤
Pick up bottle with your left hand (always below the opening of the bottle).
用左手拿起瓶子（低于瓶子的开口处）
For hygiene
卫生
STEP : 2
步骤
Look at the bottle and find the label.
看看瓶子上的商标
To be ready for presentation.
展示给客人
SREP : 3
步骤
Place neatly folder waiter’s cloth evenly in palm of right hand.
把熨烫平整的布平铺在右手的掌心
For wrapping around bottle.
能包裹住瓶子
STEP : 4
步骤
Place the base of the bottle with left hand into palm of right hand.
用左手把瓶子的底部放在右手的掌心
To enable you to wrap waiter’s cloth around the bottle.
确保布能完全包裹住瓶子
STEP : 5
步骤
Wrap the drapes of a waiter’s cloth around the body of the bottle. Make sure the label is showing at all times.
用布把瓶身该住，确保商标能够露在外面
So hands do not touch the cold bottle.
所以手不能够碰冰的瓶子
STEP : 6
步骤
Grasp the bottle wrapped in the waiter’s cloth with right hand.
用右手握住用布包裹的瓶身
Standard Company Procedure
标准操作规则
STEP : 7
步骤
Spread fingers evenly around the middle of the bottle-using index finger and thumb as a stabilizer.
用手平整地围住瓶身的中间，用食指和拇指固定住
For ease of pouring
容易倒出
STEP : 8
步骤
Step right foot toward right side of the guest.
迈出右脚，靠近客人的右手边
To become closer to the glass.
更接近客人
STEP : 9
步骤
Tilt your back forward slightly.
轻微地弯下身体
To become closer to the glass.
更接近客人
STEP : 10
步骤
Keep your left hand behind your back pressed against the back of your spine.
把你的左手背到背后，架在你的脊椎骨上
Standard Company Procedure
标准操作规则
STEP : 11
步骤
Smoothly take bottle towards the glass ensuring the bottle never touches the glass.
平稳地让瓶子靠近玻璃杯，确保瓶子不要碰到玻璃杯
Standard Company Procedure
标准操作规则
TASK
任务
SERVING WHITE AND ROSE WINE
为客人提供白酒和红酒
REASON WHY
理由
STEP : 12
步骤
Proceed to pour 15 to 30mls (approximately) of white wine into host’s glass with the label facing the host/ess at all times.
往杯子里面倒入5-30毫升的白酒。在倒的过程，要取保商标都是对着客人的。
(No fingers or cloth should cover the label)
手指和布不要遮住商标
So the host can approve of the bottle in case of spoilage.
让客人确认商标，避免浪费
So label can be seen.
可以看到商标
STEP : 13
步骤
Once host/ess approves, serve the first woman (if applicable) to her left then continue with other women first in a clockwise direction. Serve the first male (if applicable) to the host’s left and move clockwise eventually finishing with the host/ess.
在得到客人的认可后，为第一位女客人倒酒，然后从她右边开始按照顺时针的方向依次先为其他的女客人先倒酒。然后再按顺时针的方向为其他的男客人倒酒
This is the standard service sequence.
标准操作规则
STEP : 14
步骤
When pouring white wine pour the wine as steadily and slowly as possible.
在倒白酒的时候，要尽量倒得稳一点，慢一点。
Do not reach over and tilt the glass.
不要碰到杯壁和杯口
So the wine doesn’t surge out of the bottle. Stops the wine from splashing.
所以不要把酒从瓶子里面涌出来，避免酒四处飞溅
STEP : 15
步骤
Only fill glasses half to two thirds full (unless otherwise instructed).
除非客人有要求，否则酒只要倒玻璃杯的一半或是三分二
Standard Company Procedure
标准操作规则
STEP : 16
步骤
Turn or twist the bottle at the end.
轻轻转动一圈瓶子
To avoid drips
避免有酒滴下来
STEP : 17
步骤
After serving all the guests carefully place bottle in ice bucket on a slight angle.
在给所有的客人倒完酒后，轻轻地把瓶子放在冰桶的里面，要保持一定的角度
To keep wine chilled.
For ease of picking up.
保持酒的温度，同时便于取出
STEP : 18
步骤
Whenever possible, leave one waiter’s cloth draped over ice bucket.
留下一块布盖在冰桶上
In case another staff member refills a glass, the cloth can wipe the bottle dry and be used to wrap around the bottle.
以免其他工作人员斟酒的时候可以用这块布擦干瓶身，包住瓶子
STEP : 19
步骤
If the host/ess orders a fresh bottle always give them a new glass for tasting (unless otherwise instructed).
如果客人点了一瓶新酒，要给他们换一个杯子（除非有特别的要求）
To ensure that the host is allowed to get a true taste of the wine.
确保客人能够品尝到纯正的口味
TASK
任务
PRESENTING RED WINE
准备红酒
REASON WHY
理由
STEP : 1
步骤
Collect bottle from cellar or bar person.
从地窖或是吧台人员那里拿酒
To present to host/ess
给展示给客人
STEP : 2
步骤
Carry bottle in cradle of right arm (with waters cloth) close to your body next to your hip.
用你的右手，把酒装在篮子里面带给客人（要有一块布料盖在上面），篮子要靠近你的腰部
To minimize bottle movement. Use waiter’s cloth for presentation and for hygiene.
减小瓶子的晃动，用布是为了展示给客人看，也是为了卫生
STEP : 3
步骤
Approach host/ess on their right hand side and prepare to present the bottle to the host/ess.
靠近客人的右手边，准备把瓶子展示给客人
Always present drinks and serve drinks on right hand side with your right hand.
通常在展示酒或倒酒时总是站在右边，用且是用右手
STEP : 4
步骤
Step right foot forward toward right side of the host/ess then, facing the host, bend forward slightly and with bottle still in forearm and base in palm. Show the bottle label to the host/ess.
迈出右脚，朝客人的右手边走去，面对客人，身体略倾，瓶子仍然放在前臂的手掌中。给客人看瓶子的商标。
With open left palm all fingers directed at the labe.
用左手所有手指指向商标
So host/ess can see more easily and they can read the label.
以便客人能够更容易地看到、读到商标
Left palm and fingers are a guide
左手的手掌和手指是用来指引的
STEP : 5
步骤
Say to Host/ess: “Excuse me Sir/Madam, your bottle of :” : state the vintage (if applicable), Company name, then grape variety or style. . “Excuse me Sir/Madam your bottle of 1982 Robert Mondavi Cabernet Sauvignon”
对客人说“先生/小姐，您要的酒”，介绍这瓶酒的年限，公司的名称，葡萄的种类“先生，这是您点的1982年的红葡萄酒
Standard Procedures. Allows host/ess to ensure it is the correct bottle.
标准操作规则。让客人确认商标是否正确
STEP : 6
步骤
Wait for host/ess acknowledgement or approval that you are presenting the correct bottle.
等待客人确认你所提供的酒是正确的
Standard Company Procedure
标准操作规则
TASK
任务
PREPARING TO SERVE RED WINE
为客人倒红酒前的准备工作
REASON WHY
理由
STEP : 1
步骤
Check to see if correct glasses are on the table. If not follow step 2.
检查一下是否桌上已摆放了相应的杯子，如果没有，按第二步来做
Some outlets do not have wine glasses on the table.
有些地方没有放葡萄酒杯在桌子上
STEP :2
步骤
Correct glassware for each guest.
给每一位客人摆放正确的杯子
Guest must have correct drinking glasses.
客人要有正确的饮料杯
STEP : 3
步骤
Carry glasses on a tray.
把杯子放在托盘的里面
Always carry glasses on a tray. Never by hand. Hygiene.
要把盘子放在托盘里面，不要直接用手拿，卫生
STEP : 4
步骤
When placing glasses, always hold it by the stem or as close to the base as possible.
当摆放杯子的时候，要握住杯子的根部或是杯子的底座
For hygiene.
卫生
STEP : 5
步骤
Standing on the right hand side of the first woman (if applicable) to the host/ess left. Place the glass down on the guest right hand side, walk clockwise ad place the other glasses down for women first. Next the first man (if applicable) to the host/ess left, and walk clockwise, placing the last glass on the right hand side of the host.
站在最靠近的第一位女士旁边，把杯子放在客人的右手边，然后按照顺时针的方向，先给女士摆放杯子，然后在从左手边的第一位男士开始，按顺时针方向为男士摆放。
This is the standard service sequence.
标准操作规则
TASK
任务
OPENING A BOTTLE OF RED WINE
开红酒
REASON WHY
理由
STEP : 1
步骤
Upon host/ess approval, take one step backward from the table.
在征求客人的同意后，朝桌子向前迈一步
To allow yourself a space for opening the bottle.
给自己腾出开瓶子的空间
STEP :2
步骤
Firmly grasp the bottle around the shoulder and beginning of neck with your left hand.
用你的左手牢牢地握着瓶子
Waiter’s cloth should remain draped evenly over left forearm at all times.
服务生要在衣服的前臂上平铺一块布料
Narrowest part of the bottle is easier to keep a firm grip on.
瓶子的窄口处容易开启。
For future use.
为了能继续使用
STEP : 3
步骤
Take waiter’s friend (wine opener) in right hand and place the end with the cutting knife in between your thumb and index finger with the knife facing outwards.
左手的大拇指和食指放在开瓶器切割刀的尾部，以便牢牢地握住。
Preparing to swing open the blade out of the waiter’s friend.
拉出开瓶器的刀片
STEP : 4
步骤
While still holding bottle in left hand, take the waiter’s friend and place the other end in between your thumb and index finger, keeping a firm grip at all times.
左手仍然握住瓶子，大拇指和食指放在开瓶器切割刀的另一端，以便牢牢地握住
To allow you to support the bottle and waiter’s friend in left hand together, thus allowing right hand to become free to swing open cutting blade.
让你能够同时用左手握住瓶子和开瓶器，以便腾出右手
STEP : 5
步骤
Open the cutting blade by inserting your right hand at the same time releasing your grip of the waiter’s friend from your left hand.
用你的右手的拇指甲塞到刀片间的空隙，把刀片拉出。刀片被拽到你的右手边。
Blade will open up. You are then ready to cut the foil.
刀片被拉出，准备切瓶口薄金属片
STEP : 6
步骤
Take the waiter’s friend into your right hand at the same time releasing your grip of the waiter’s friend from your left hand.
把开瓶器放到你右手，同时，把你的左手从开瓶器的手柄中释放出来
This places the waiter’s friend with blade out in your right hand.
把已经拔出刀片的开瓶器放在你的右手
STEP : 7
步骤
With waiter’s friend in right hand and blade facing you, taking the blade to the bottom lip of the bottom top and press the sharp side of the blade against the capsule.
右手拿着开瓶器，刀片的锋利面靠在瓶塞上
Cut at the bottom lip of capsule
切割瓶塞的底部
STEP : 8
步骤
Cut the entire circumference around the capsule
沿着瓶塞的边缘把瓶塞割开
To remove capsule from the bottle
可以拿掉瓶塞
TASK
任务
OPENING A BOTTLE OF RED WINE
开红酒
REASON WHY
理由
STEP : 9
步骤
Try to move and twist the bottle as little as possible.
尽可能地少晃动瓶子
So as to not disturb any sediment that may be inside the bottle.
避免有任何的沉淀物掉入瓶内
STEP : 10
步骤
Once entire circumference of the neck has been cut, use blade tip to lift the top section of the capsule, exposing the cork.
用刀尖围着瓶颈把瓶塞的顶层掀开，现出软木塞
Removing the capsule allows to proceed with removing the cork.
移开瓶塞，以便方便我们取出软木塞
STEP : 11
步骤
Place discarded piece of capsule into your pocket. Do not put on the floor.
把不用的瓶塞放在你的口袋里，不要扔在冰桶里或地上
For cleanliness and as a standard Procedure
为了清洁，标准操作规则
STEP : 12
步骤
Close the blade back into the waiter’s friend.
再把刀片合回开瓶器
For safety
为了安全
STEP : 13
步骤
If necessary use right hand to pick up waiter’s cloth from left forearm and proceed to wipe the top of the bottle.
必要时用右手从左手臂拿起布，开始擦拭瓶口。
Sometimes dampness occurs and mold can occur. Cork can also leak slightly.
有的时候会引起霉气，导致发霉。软木塞也会慢慢的漏气
STEP : 14
步骤
Place waiter’s cloth with right hand back onto left hand.
把服务生的布从右手放到左手上
For future use.
为了继续使用
STEP : 15
步骤
With waiter’s friend in right hand, take it to your left hand. Place the end near the blade in between your left thumb and forefinger while still holding the bottle in your left hand.
右手拿着开瓶器，当你的左手握住瓶子左手拇指和食指
To prepare to swing open the corkscrew.
准备摇出拔瓶塞器的螺丝锥
STEP : 16
步骤
Still holding waiter’s friend in left thumb and forefinger, use your right thumb and forefinger. Swing open the corkscrew to a 90-degree angle from the handle of the waiter’s friend.
用左手的拇指和食指握住开瓶器。用你的右手拇指和食指按90度角摇开软木塞
To open corkscrew so it can be inserted in the cork.
打开拔瓶塞器的螺丝锥，把螺丝锥插进软木塞。
STEP : 17
步骤
Place the opened waiter’s friend in the palm of your right hand with bottle opener end, facing to your left.
从软木塞的中央拔出软木塞
To stop bottle opener from swinging freely.
避免开瓶口随意摇晃
STEP :18
步骤
With your right thumb and forefinger gripping the base of the corkscrew firmly, waiter’s friend with other fingers.
用你的右手的拇指和食指牢牢的抓住软木塞的底部，其他的手指抓住开瓶器。
To help guide the corkscrew into the cork
打开拔瓶塞器的螺丝锥，把螺丝锥插进软木塞。
TASK
任务
OPENING A BOTTLE OF RED WINE
开红酒
REASON WHY
理由
STEP :19
步骤
Bring the wine bottle in your left hand to the center of your chest, at least 20cm away from your body.
把葡萄酒瓶放在你的左手，离胸口20厘米的地方的
It would be easy to insert corkscrew.
便于插入螺丝锥
STEP : 20
步骤
Put the tip of the corkscrew into the center of the cork and push it in slightly.
把螺丝锥的顶部插入软木塞的中央，轻轻地拔出
To ensure cork is removed without pieces breaking of.
确保在没有任何破损的情况下把软木塞拔出。
STEP : 21
步骤
Begin to turn the waiter’s friend with your right hand clockwise, keeping the corkscrew vertical at all times.
开始按顺时针方向转动螺丝锥，确保螺丝锥一直保持垂直方向
For ease of removal and ensuring no pieces will break of the cork.
便于移开软木塞，确保没有任何的破损
STEP : 22
步骤
Keep on turning the waiter’s friend until there is only half a spiral showing, then stop.
当开瓶器的螺丝锥只有一半露在外面的时候，就要停止继续转动了
If you go further, the corkscrew will go through the cork, causing a piece to break off into the wine.
如果你继续往里塞，螺丝锥很可能会弄穿软木塞，引起碎片掉入酒内。
STEP : 23
步骤
With your left hand gripping the bottleneck and thumb supporting the cork lever, wrap your right hand fingers around the waiter’s friend and place your thumb down the spine of the opener.
用你的左手握住瓶颈，拇指支持软木塞的平衡。用你右手的手指握住开瓶器，把你的拇指放在开瓶器的开口附近
To prepare for the extraction of the cork. The thumb will give stability and leverage.
准备拔出软木塞，拇指能起到稳定和平衡的作用。
STEP : 24
步骤
Keeping the bottle a comfortable distance in front of your body, 20-30cm away.
和瓶子保持20-30公分的距离
For ease of extraction and presentation
容易取出
STEP : 25
步骤
Proceed to use your right hand and pull the handle of the waiter’s friend upward slowly and smoothly. And feel the cork rising out of the bottle.
用你的右手，慢慢地平稳地拖出开瓶器的手柄。你会感到软木塞也跟着出来了
If you withdraw the cork too quickly, you enhance the opportunity to break the cork.
如果你很快地把软木塞抽出的话，很可能导致软木塞裂成碎片
STEP : 26
步骤
When the cork is almost out, give it a slight wiggle to release the last 2-3 mm from the bottle.
当你觉得软木塞已经基本上快要全部出来的时候，轻轻的摇一下，至少从瓶子了拉出2-3毫米
If you pull the cork out quickly, it will make an unnecessary noise.
如果你把软木塞很快地拔出的话，很可能造成不必要的声响
TASK
任务
OPENING A BOTTLE OF RED WINE
开红酒
REASON WHY
理由
STEP : 27
步骤
Once the cork is out, unscrew it counter-clockwise from the corkscrew.
当软木塞已经拔出后，把它按照逆时针的方向从螺丝锥里取出
To present to the host if necessary.
如果必要的话要给客人看一下。
STEP : 28
步骤
Place waiter’s friend in pocket or out of sight.
把开瓶器放到你的口袋里面或是移开视线的范围
Release right hand for use.
腾出你的右手
STEP : 29
步骤
Get the cork and a side small plate with under liner and place it on the host/ess right hand side (Certain circumstances do not require this to be done).
取下软木塞，放在右手上（有的情况下是不需要这么
Standard Company Procedure
标准操作规则
STEP : 30
步骤
If the guest does not need to see the cork, place it in pocket.
如果客人不想看到软木塞的话，把它放在你的口袋里，而不要把它扔在冰桶里面。
Standard Company Procedure
标准操作规则
Please note this procedure will vary depending upon whether you are left handed or right handed.
请注意，如果你是左撇子的话,这些步骤可以有所不同。
Additional information: A wine basket should never be used for pouring at a table. Its purpose is to hold the bottle steady for opening, keeping it as near to horizontal as possible.
额外信息：装酒的篮子在倒酒的时候要把它卸下来。篮子在开瓶的时候保持瓶子稳定性，尽量让瓶子保持水平状态
TASK
任务
SERVING RED WINE
为客人提供红酒
REASON WHY
理由
STEP : 1
步骤
Pick up bottle with your left hand (always below the opening of the bottle).
用左手拿起瓶子（低于瓶子的开口处）
For hygiene
卫生
STEP : 2
步骤
Look at the bottle and find the label.
看看瓶子上的商标
So you know where the label is.
为了展示给客人
STEP : 3
步骤
Place neatly folded waiter’s cloth evenly in palm of right hand.
把熨烫平整的布平铺在右手的掌心
For wrapping around the bottle.
为了能包裹住瓶子
STEP : 4
步骤
Place the base of the bottle with left hand into palm of right hand.
用左手把瓶子的底部放在右手的掌心
To enable you to wrap waiter’s cloth around the bottle.
确保布能完全包裹住瓶子
STEP : 5
步骤
Wrap the drapes of a waiter’s cloth around the body of the bottle. Make sure the label is showing at all times.
用布把瓶身该住，确保商标能够露在外面
Standard Company Procedure
标准操作规则
STEP :6
步骤
Grasp the bottle, wrapped in the waiter’s cloth, with right hand.
用右手握住用布包裹的瓶身
Standard Company Procedure
标准操作规则
STEP : 7
步骤
Spread fingers evenly around the middle of the bottle, using index finger and thumb as stabilizers.
用手平整地围住瓶身的中间，用食指和拇指固定住
For ease of pouring.
容易倒出
STEP : 8
步骤
Step right foot toward right side of the guest.
迈出右脚，靠近客人的右手边
To become closer to the glass.
更接近杯子
STEP : 9
步骤
Tilt your back forward slightly.
轻微地弯下身体
To become closer to the glass.
更接近杯子
STEP : 10
步骤
Keep your left hand behind your back and press against the back of your spine.
把你的左手背到背后，架在你的脊椎骨上
Standard Company Procedure
标准操作规则
STEP : 11
步骤
Smoothly take bottle towards the glass, ensuring the bottle never touches the glass.
平稳地让瓶子靠近玻璃杯，确保瓶子不要碰到玻璃杯
Standard Company Procedure
标准操作规则
STEP : 12
步骤
Proceed to pour 15 to 30 mls (approximately) of red wine into host’s glass.
Label must face the host/ess at all times.
往杯子里面倒入15-30毫升的红酒。在倒的过程，要取保商标都是对着客人的。
(No fingers or cloth covering the label)
手指和布不要遮住商标
So host/ess can approve of the bottle if it may be spoiled. So they can see the label.
让客人确认商标
TASK
任务
SERVING RED WINE
为客人提供红酒
REASON WHY
理由
STEP : 13
步骤
Once host/ess approves, proceed to serve the first woman (if applicable) to their left then continue with woman first in a clockwise direction. Serve the first male (if applicable) to the host/ess’ left and move clockwise eventually finishing with the host/ess.
在得到客人的认可后，为第一位女客人倒酒，然后从她右边开始按照顺时针的方向依次先为其他的女客人先倒酒。然后再按顺时针的方向为其他的男客人倒酒
This is the standard service sequence.
标准操作规则
STEP : 14
步骤
When pouring red wine, pour the wine as steadily and slowly as possible.
在倒白酒的时候，要尽量倒得稳一点，慢一点。
Do not reach over and tilt the glass.
不要碰到杯壁和杯口
So the wine does not surge out of the bottle. Stops the wine splashing.
所以不要把酒从瓶子里面涌出来，避免酒四处飞溅
STEP : 15
步骤
Only fill glasses half to two thirds full (unless otherwise instructed).
除非客人有要求，否则酒只要倒玻璃杯的一半或是三分二
Standard Company Procedure
标准操作规则
STEP : 16
步骤
Turn or twist the bottle at the end.
轻轻转动一圈瓶子
To avoid drips.
避免有酒滴下来
STEP : 17
步骤
After serving all of the guest and host/ess, carefully place the bottle on the host/ess right.
在给所有的客人倒完酒后，小心地把瓶子放在右边
Standard Company Procedure
标准操作规则
STEP : 18
步骤
When placing the bottle on the table, use a wine coaster (if available) or a doilied side plate underneath.
在把瓶子放在桌上的时候，要用杯垫或是把有小餐布的盘子垫在下面
To prevent rings appearing on the linen or bare table.
避免戒指等掉到桌布或是空桌子上
STEP : 19
步骤
It should be placed approximately 30-40cm away from the host/ess, but still within a reachable distance for the host/ess.
瓶子要放在离客人30-40厘米的地方，但也要让客人能够够得着的地方
Standard Company Procedure
标准操作规则
STEP : 20
步骤
Ensure the label is facing towards the host/ess.
确保商标对着客人
So they can see the label.
让客人确认商标
STEP : 21
步骤
Present the cork to the host/ess, if necessary on their right hand side on a doilied side plate.
把软木塞给客人看一下，必要时把它放有垫布的盘子上
Standard Company Procedure
标准操作规则
TASK
任务
SERVING RED WINE
为客人提供红酒
REASON WHY
理由
STEP : 22
步骤
If the host/ess orders a fresh bottle, always give them a new glass for tasting (unless otherwise instructed).
如果客人点了一瓶新的酒，要给他们换上新的杯子（除非有特殊的要求）
To ensure host/ess is allowed to get a true taste of the wine.
确保客人能够品尝到纯正的口味
Please note this procedure will vary depending upon whether you are left handed or right handed.
这些操作根据你习惯用左手还是右手来决定
TASK
任务
PREPARING TO DECANT WINE
准备非整瓶酒
REASON WHY
理由
STEP : 1
步骤
Get necessary equipment for decanting wine.
准备非整瓶酒所需的必要设施
1 x Bottle (Already opened).
1瓶已经开启的酒
2 x Waiter’s cloth
2块服务巾
1 x Candle (and matches or lighter) or
Flashlight (or any bright light source)
1根蜡烛（火柴或打火机）或是手电筒（或任何光源）
1 x Decanter (Carafe or any vessel made out of inert material)
1个容器（玻璃杯或是试管能够把里面的酒导出）
To decant
倒酒
In case of spillage
避免溢出
To see where sediment is in the bottle
能够看到杯子里面是否有沉淀物
For pouring the wine into from the bottle.
把酒从杯子里面倒出来
STEP : 2
步骤
Ensure you have the necessary room for decanting . service station, table or gueridon trolley.
确保你有足够的空间来处理非整瓶酒，例如：服务台，桌子，手推车
This procedure needs room to be executed correctly.
这个步骤需要足够的空间来正确操作
STEP : 3
步骤
Place the light source . candle directly in front of you.
把光源，如蜡烛等放在你的前方
Preparing to decant.
准备装酒
STEP : 4
步骤
To the left of the light source place the decanter.
在光源的左边放下容器
Preparing to decant
准备装酒
STEP : 5
步骤
To the right of light source, place the opened bottle (upright).
在光源的右边打开瓶子（垂直）
Preparing to decant keep bottle upright so the sediment (if any) remain at eh bottom of the bottle.
把瓶子垂直摆放，确保沉淀物能够留在瓶底
STEP : 6
步骤
Place waiter’s cloth in between light source and decanter. Ready to use if necessary.
把服务巾摆放在光源和容器的中间，以备必要的时候使用
For cleanliness
为了干净
TASK
任务
DECANTING WINE
装非整瓶酒
REASON WHY
理由
STEP : 1
步骤
Ensure light source is on or alight.
确保光源已经备好
To see through the bottle.
能够看清瓶子里面
STEP : 2
步骤
Pick up bottle with your right hand, holding it below of the shoulder at all times.
用右手把瓶子拿起，把它握在肩下
Wipe the lip of the bottle with your waiter’s cloth
用服务巾擦试瓶口
So you can see through the shoulder of the bottle.
能够看到瓶子的里面
For hygiene.
卫生
STEP : 3
步骤
Pick up decanter with your left hand, holding it below the opening at all times.
用左手拿起容器，要握在容器的开口下放
For hygiene
卫生
STEP :4
步骤
Bring both the bottle and decanter in front of you. (20-30cm away from of your chest)
把瓶子和容器都放在你的前方（离你的胸前20-30厘米的地方）
Preparing to decant
准备装酒
STEP : 5
步骤
Place the shoulder of the bottle directly above the light source.
把瓶子直接放在光源的上面
So the light passes through the bottle.
光线能够透过瓶子
STEP : 6
步骤
Tilt the bottle and decanter slightly and slowly begin pouring.
轻微地倾斜瓶子和容器，把酒慢慢地倒出
Pour slowly or else wine will surge and spill.
要倒得慢一点，以防酒涌出或溢出来
STEP : 7
步骤
Look through the bottle into the light source, and see the wine passing above the light source on its way to the decanter.
把瓶子对着光源，透过光源看看瓶子的里面
To monitor for sediment.
避免沉淀物
STEP : 8
步骤
At the beginning, the wine should be clear (If not place bottle upright for as long as possible before re-commencing).
刚开始也许酒看上去没有杂质（尽量让瓶子垂直地多放一会）
To allow sediment to settle on the base of the bottle.
让沉淀物沉到瓶底
STEP : 9
步骤
When sediment appears, normally towards the end of the pouring, stop and leave the dregs in the bottom of the bottle.
当出现杂质的时候，马上停止，让它沉到瓶底
The sediment is unsightly to the eye and tastes bitter.
杂质影响视觉和口感
STEP : 10
步骤
If there is no sediment, keep on pouring until the entire bottle has been transferred into the decanter.
如果没有杂质，就一直往里倒，直到瓶子里面的酒全部都倒到杯子里面
We decant wine sometimes so that it can aerate.
我们倒酒的时候会产生气泡
TASK
任务
DECANTING WINE
装非整瓶酒
REASON WHY
理由
STEP : 11
步骤
Upon completion, gently place down both bottle and decanter on table.
倒完以后把瓶子和容器一起放在桌子上
So as not to disturb the wine with rapid movement.
这样酒就不会剧烈振动
STEP : 12
步骤
Put out the light source.
灭掉光源
Utensil is no longer required.
不再需要容器
STEP : 13
步骤
With waiter’s cloth evenly hanging on left hand, the decanted wine can now be presented to the host/ess.
把服务巾平铺在你的左手，把非整瓶酒端给客人
For approval by the host/ess.
得到客人的认同
Note: This procedure may vary depending upon whether you are right handed or left handed.
这些操作根据你习惯用左手还是右手来决定
TASK
任务
PRESENTING DECANTED WINE
准备给客人上非整瓶酒
REASON WHY
理由
STEP : 1
步骤
Wine that is to be decanted should be presented before it is opened.
酒瓶在打开之前要给客人看一看
Standard Company Procedure
标准操作规则
STEP : 2
步骤
Upon completion of decanting, the bottle should be placed on the host/ess right.
在装完酒之后，瓶子要放在客人的右手边
Standard Company Procedure
标准操作规则
STEP : 3
步骤
When placing the bottle on the table, use a wine coaster (if available) or a doilied side plate underneath.
把瓶子放在桌子上的时候,要用酒杯垫或是有小餐布的盘子垫在下面
To prevent rings appearing on linen or bare table.
避免戒指等掉到桌布或是空桌子上
STEP : 4
步骤
Placed 30-40cm away from the host/ess within a reachable distance for the host/ess.
瓶子要放在离客人30-40厘米的地方，但也要让客人能够够得着的地方
So they can see the label.
让客人能够看到商标
Standard Company Procedure.
标准操作规则
STEP : 5
步骤
Ensure the label is facing towards the host/ess, on a doilied laid to the right of the host/ess.
确保商标对着客人
So they can see the label.
让客人能够看到商标
Standard Company Procedure.
标准操作规则
STEP :6
步骤
Present the cork, if necessary, on a doilied plate to the right of the host/ess.
把软木塞给客人看一下，必要时把它放有垫布的盘子上放在客人的右手边
Standard Company Procedure
标准操作规则
TASK
任务
SERVING FROM A DECANTER
给客人倒非整瓶酒
REASON WHY
理由
STEP : 1
步骤
Keep waiter’s cloth evenly draped on left forearm.
把服务巾平铺在前臂
For any drips or spillage
避免酒滴出或是溢出
STEP : 2
步骤
Pick up decanter with right hand, always below the opening.
用右手把容器拿起,但要低于开口处
For hygiene
卫生
STEP : 3
步骤
Walk steadily with decanter in right hand and left hand underneath, approaching the host/ess.
右手拿着容器,左手拖着底部慢慢地走到客人的面前
Do not move quickly so it will disturb the wine.
不要移动得太快,否则会影响酒
STEP : 4
步骤
Step right foot toward right side of the guest.
用右脚迈到客人的右手边
To become closer to the glass.
靠近玻璃杯
STEP : 5
步骤
Tilt your back forward slightly.
轻微地弯下身体
To become closer to the glass.
靠近玻璃杯
STEP :6
步骤
With waiter’s cloth in left hand, keep hand behind your back, pressed against the back of your pine.
把服务巾放在左手,把手放在背后,贴着你的脊背
Standard Company Procedure
标准操作规则
STEP : 7
步骤
Smoothly, take decanter towards the glass, ensuring the bottle never touches the glass.
把容器拿到玻璃杯的附近,确保瓶子不会碰到玻璃杯
Standard Company Procedure
标准操作规则
STEP : 8
步骤
Proceed to pour 15 to 30 mls (approximately) of wine into host’s glass.
倒15-30毫升的酒到客人的杯子里面
So host/ess can approve of the bottle it may be spoiled.
征求客人的同意
STEP : 9
步骤
Once the host/ess approves, proceed to serve the first woman (if applicable) to their left and continue with woman first in a clockwise direction. Serve the first male (if applicable) to the host/ess’ left and move clockwise eventually finishing with the host/ess.
在得到客人的认可后，为第一位女客人倒酒，然后从她右边开始按照顺时针的方向依次先为其他的女客人先倒酒。然后再按顺时针的方向为其他的男客人倒酒
This is the standard service sequence.
标准操作规则
TASK
任务
SERVING FROM A DECANTER
给客人倒非整瓶酒
REASON WHY
理由
STEP : 10
步骤
When pouring wine from a decanter pour as steadily and slowly as possible.
在倒白酒的时候，要尽量倒得稳一点，慢一点。
Do not reach over and tilt the glass.
不要倾斜玻璃杯
So the wine does not surge out of the decanter and spill everywhere.
所以不要把酒从瓶子里面涌出来，避免酒四处飞溅
STEP : 11
步骤
Only fill glass half to two thirds full (unless otherwise instructed).
酒只要倒玻璃杯的一半或是三分二（除非客人有要求）
Standard Company Procedure
标准操作规则
STEP : 12
步骤
Twist the decanter at the end.
轻轻转动一圈瓶子
To avoid drips.
避免有酒滴下来
STEP : 13
步骤
After serving all the guests. Carefully, place decanter on a coaster or on doilied side plate near host/ess.
在给所有的客人倒完酒后,把容器放在杯垫或是有垫布的盘子里
Standard Company Procedure
标准操作规则
TASK
任务
PRESENTING CHAMPAGNE / SPARKLING WINE
展示香槟或气泡酒
REASON WHY
理由
STEP : 1
步骤
Collect bottle from refrigerator or bar person.
从地窖或是吧台人员那里拿酒
To present to Host/ess
展示给客人
STEP : 2
步骤
Carry bottle in cradle of right arm (with waiters cloth) close to your body next to your hip.
用你的右手，把酒装在篮子里面带给客人（要有一块布料盖在上面），篮子要靠近你的腰部
To minimize bottle movement. Use waiter’s cloth for absorbing moisture and for hygiene.
减小瓶子的晃动，用布是为了展示给客人看，也是为了卫生
STEP : 3
步骤
Approach host/ess on their right hand side and prepare to present the bottle to the host/ess.
靠近客人的右手边，准备把瓶子展示给客人
Always present drinks and serve on right hand side with your right hand.
通常在展示酒或倒酒时总是站在右边，用且是用右手
STEP : 4
步骤
Step right foot forward toward right side of the host/ess. Facing the host/ess, bend forward slightly and with bottle still in forearm and base in palm. Show the bottle label to the host/ess with open left palm all fingers directed at the label.
迈出右脚，朝客人的右手边走去，面对客人，身体略倾，瓶子仍然放在前臂的手掌中。给客人看瓶子的商标。用左手所有手指指向商标
So Host/ess can see more easily and they can read the label.
以便客人能够更容易地看到、读到商标
Left palm and fingers are a guide.
左手的手掌和手指是用来指引的
STEP : 5
步骤
Say to Host/ess: “Excuse me Sir/Madam, your bottle of:”: state the vintage (if applicable), Company name, then grape variety or style. . “Excuse me Sir/Madam your bottle of 1996 Moet Chandon Brut.”
对客人说“先生/小姐，您点的酒”，介绍这瓶酒的年限，公司的名称，葡萄的种类“先生，这是您要的1996年的香槟酒
Standard Company Procedures. Allows host/ess to ensure it is the correct bottle.
标准操作步骤。让客人确认商标是否正确
STEP : 6
步骤
Wait for host’s acknowledgement or approval that you are presenting the correct bottle.
等待客人确认你所提供的酒是正确的
Standard Company Procedure
标准操作规程
TASK
任务
PREPARING TO SERVE A BOTTLE OF CHAMPAGNE/SPARKLING WINE
准备提供香槟或气泡酒
REASON WHY
理由
STEP : 1
步骤
Get ice bucket and fill it up, 2/3 full using 60% of ice and 40% water.
拿一个装冰桶，装满三分二，其中比例为60%的冰块和40%的水，
If we use ice it will be difficult to place the bottle into the bucket. If we use water the bottle will become too warm.
如果我们只用冰块的话，瓶子就很难放到桶里面，如果我们只用水的话，瓶子的温度又太高了
STEP : 2
步骤
Take ice bucket with stand (if applicable) and place it to the right side of the host.
把冰桶立着放，把它放在客人的右手边。
Note: Not too close.
注意：不要放得太近
Standard Company Procedures
标准操作规则
Difficult for host to move
客人不容易碰到
STEP : 3
步骤
Check to see if correct glasses are on the table. If not, follow steps.
检查看是否桌上的杯子是适合的的，如果不合适，按下一步做。
Some outlets do not have champagne glasses on the table.
一些地方桌上没有摆放葡萄酒的杯子
STEP : 4
步骤
Collect correct glassware for each guest.
为每一位客人准备适当的玻璃杯
Guest must have correct drinking glasses.
客人应该有得当的饮料杯
STEP : 5
步骤
Carry glasses on a tray to guests.
为客人服务的时候要把杯子放在托盘上拿给客人。
Always carry glasses on a tray and never by hand. Hygienic
拿杯子的时候要放在托盘里，卫生
STEP : 6
步骤
When placing glasses,, always hold them by the stem or as close to the base as possible.
摆放杯子的时候，要尽可能的把手握在杯子的底部或根部
For hygiene
卫生
STEP : 7
步骤
Standing on the right hand side of the first woman (if applicable) to the host/ess left, place the glass down on the guests right hand side. Walking clockwise, place the other glasses down for women first, and the first man (if applicable) to the host/ess left and walk clockwise placing the last glass on the right hand side of the host.
站在最靠近的第一位女士旁边，把杯子放在客人的右手边，然后按照顺时针的方向，先给女士摆放杯子，然后在从左手边的第一位男士开始，按顺时针方向为男士摆放。
This is the standard service sequence.
标准服务程序
TASK
任务
OPENING A BOTTLE OF CHAMPAGNE OR SPARKLING WINE
给客人倒香槟或气泡酒
REASON WHY
理由
STEP : 1
步骤
Upon host/ess approval, take one step backward from the table.
在得到得人的同意后,从桌子往后退一步
To allow yourself room for opening the bottle.
给自己足够的开瓶空间
STEP : 2
步骤
Place left hand around the bottle, approximately 7-10 centimeters, from the top of bottle. Shift waiter’s cloth to the left hand, covering the wrist drape, should hang evenly.
左手握在瓶口下方7-10公分的位置上,把服务巾放在左手边，盖住手腕
To keep right hand free for removal of foil an wire muzzle.
腾出右手，移开喷口的金属薄片
STEP : 3
步骤
With right hand, remove the top 4cm of foil from the top of the bottle.
用右手，从瓶口移出金属薄片4公分。
Note: Some bottles have perforated foil with a tab protruding. Remove the tab anti-clockwise.
注意：瓶口有一个突起的金属薄片，按逆时针方向把金属薄片移开
To access the wire muzzle. For ease of removal
接近金属薄片，以便移出
STEP : 4
步骤
Place the bottle on a 45 degree angle
把瓶子放成45度角
Stops the cork from making loud noises when opened.
避免开瓶的时候瓶塞产生巨响
STEP : 5
步骤
Point the bottle away from all guests.
把瓶子从客人身边移开
For safety in case cork flies out it could hit a guest.
为了安全起见，避免瓶塞飞出，伤到客人
STEP : 6
步骤
Place left hand further up tot he neck of the bottle so that your index finger covers the top of the muzzle.
把右手移到瓶颈上，让你的食指能够盖住金属片的顶部
For Safety in case cork flies out unexpectedly.
为了安全起见，避免瓶塞意外飞出
STEP : 7
步骤
With right hand, find wire loop attached to the muzzle and proceed to turn it times counter-clockwise.
用右手找到附在金属片上的铁环，按逆时针方向转下
To prepare for removal of wire muzzle.
准备移开金属薄片
STEP : 8
步骤
Open wire muzzle and ensure that the entire muzzle is away from the edge of the bottle.
打开金属薄片，确保薄片能够从瓶子的边缘移开
Ensures no difficulty in removing muzzle and cork together.
确保能够同时拿出金属薄片和瓶塞
STEP : 9
步骤
Place folded waiter’s cloth over the top of the cork.
把折好的服务巾盖在瓶塞上
Offers protection in case cork flies out.
避免瓶塞飞出
TASK
任务
OPENING A BOTTLE OF CHAMPAGNE OR SPARKLING WINE
给客人倒香槟或气泡酒
REASON WHY
理由
STEP : 10
步骤
With your right hand, firmly grasp the cloth and neck of bottle.
用右手牢牢的握住服务巾及瓶颈
For protection in case cork flies out.
避免瓶塞飞出
STEP : 11
步骤
Place left hand at base of bottle and proceed to turn the bottle (not the cork) slowly, back and forth.
左手握着瓶子的底部，开始慢慢的前后转动瓶子（不是瓶塞）
It is easier to turn the bottle than the cork.
摇动瓶子比摇动瓶塞容易
STEP : 12
步骤
Keep right hand firmly grasping the cloth and top of the bottle and feel the cork to loose. Remember keep the bottle at 45 degrees facing away from the guests.
让右手牢牢地握住服务巾和瓶口，确认瓶塞是不是已经彻底松开了。记住，要保证瓶子朝45度角对着客人。
For guest safety
为了客人的安全
STEP : 13
步骤
When the cork is almost out, gently pull the cork out with your cloth and right hand. If the bottle is open correctly, there should be a little sound.
当瓶塞差不多要出来的时候，用右手拿着布把瓶塞取出。如果瓶子开得正确的话，声音就会很小。
To give correct serving with minimal distraction for the guests.
提供完善的服务，把给客人到来的不便降到最低
STEP : 14
步骤
Place cork and wire muzzle in your pocket. Never place into ice bucket. If you have no pocket, discreetly retain in your left hand that is behind you back and discard at a later date.
把瓶塞和金属薄片放在你的口袋里面。不要放在冰桶里面。如果你没有口袋的话，小心地把它们放在左手，把手背到后面去，过一会扔掉。
Standard Company Procedure
标准操作规则
Please note this procedure will vary depending upon whether you are left handed or right handed.
注意：这些步骤的操作取决于你习惯用左手还是右手
TASK
任务
SERVING CHAMPAGNE / SPARKLING WINE
给客人倒香槟或气泡酒
REASON WHY
理由
STEP : 1
步骤
Pick up bottle with your left hand (always below the opening of the bottle).
用你的左手拿起瓶子（握在瓶口的下放）
For hygiene
卫生
STEP : 2
步骤
Look at the bottle and find the label.
看看瓶子找到商标
So you know where the label is.
知道标签在哪里
STEP : 3
步骤
Place your right hand around the bottle on the other side to the label.
把你的右手放在没有贴商标的另一端
So the guest can see the label.
这样客人能看到商标
STEP : 4
步骤
Use index and thumb as a stabilizer around the bottle.
用食指和拇指来固定住瓶子
For ease of pouring and safety.
便于倒出，安全
STEP : 5
步骤
Step right foot toward right side of the guest.
迈出右脚靠近客人的右边
To become closer to the flute
靠近杯子
STEP : 6
步骤
Tilt your back forward slightly.
轻微地弯下身子
To become closer to the flute
靠近杯子
STEP : 7
步骤
With waiter’s cloth in left hand, keep your left hand behind your back pressed against the back of your spine.
左手拿着服务巾，把手背在后面，靠在脊背上
Standard Company Procedure
标准操作规则
STEP : 8
步骤
Smoothly, take bottle towards the glass, ensuring that the bottle never touches the glass.
平稳地把瓶子朝玻璃杯倒去，确保瓶子不会碰到玻璃杯
Standard Company Procedure
标准操作规则
STEP : 9
步骤
Proceed to pour 15 to 30 mls (approximately)of champagne/sparkling wine into host’s flute.
往客人的被子里倒入15-30毫升的香槟/气泡酒
Label facing the guest at all times. (No fingers covering the label)
商标要时刻地对着客人（手指不能把商标盖住）
So host can approve of the bottle it may be spoiled.
客人会同意的，否则会造成瓶子的破损
So they can see the label.
客人能够看到商标
STEP : 10
步骤
Once host/ess approves, proceed to serve the first woman (if applicable) to their left then continue with woman first in a clockwise direction. Serve the first male (if applicable) to the host/s left and move clockwise eventually finishing with the host/ess.
在得到客人的认可后，为第一位女客人倒酒，然后从她右边开始按照顺时针的方向依次先为其他的女客人先倒酒。然后再按顺时针的方向为其他的男客人倒酒
This is the standard service sequence.
标准服务流程
TASK
任务
SERVING CHAMPAGNE/SPARKLING WINE
给客人倒香槟或气泡酒
REASON WHY
理由
STEP : 11
步骤
When pouring champagne/sparkling wine, pour the wine as steadily and slowly as possible.
在倒香槟或是气泡酒的时候要尽量地稳和尽量地慢。
Do not reach over and tilt the glass.
不要碰到杯壁或是杯口
So the wine does not surge out of the bottle. Stops the wine from foaming and creating froth only.
这样酒不会从瓶子里面溢出，避免葡萄酒气泡
STEP : 12
步骤
Only fills flutes half full (unless otherwise instructed).
只要倒满杯子的一半
（除非有特别的要求）
So the wine does not become warm.
避免酒的温度过高
STEP : 13
步骤
Turn the bottle at the end.
轻轻地转动瓶子
To avoid drips
避免酒滴出
STEP : 14
步骤
After serving all the guests, carefully, place bottle in ice bucket on a slight angle.
在给所有的客人倒完酒后，把瓶子稍微倾斜地放在冰桶里面
To keep champagne cold.
For ease of picking up.
让香槟保持冰凉，容易取出
STEP : 15
步骤
Whenever possible, leave one waiter’s cloth draped over ice bucket.
如果可能的话，放一块服务巾盖在冰桶上
In case another staff member may refill a glass, the cloth can wipe the bottle dry.
如果工作人员要给杯子加酒的话，可以用服务巾把瓶子擦干
STEP :16
步骤
If the host/ess orders a fresh bottle, always give them a new glass for tasting (unless otherwise instructed).
如果客人点了一瓶新的酒，要给他们换上新的杯子
To ensure the host is allowed to get a true taste of the wine.
确保客人能够品尝到纯正的口味
TASK
任务
POURING BEER FROM A CAN/BOTTLE
倒啤酒
REASON WHY
理由
NOTE: When pouring beer from a can/bottle into a glass, it can sometimes be difficult to pour without the appearance of too much foam. There are numerous solutions to this as shown below.
注意：在把啤酒从瓶子里面倒到玻璃杯的时候，很难作到不产生任何的泡沫，下面有几种解决的方法
STEP : 1
步骤
Proceed taking beer and other drinks to the table for service. When filling the glass with beer pour it at a slow steady pace and endeavor to pour the beer to flow down on the opposite side wall of the glass.
把啤酒和其他饮料送的桌上，在往玻璃杯倒酒时，要尽量慢和稳，尽量把酒沿着杯壁倒出
To prevent too much foam in the glass.
避免杯子里产生太多的泡沫
STEP : 2
步骤
If the beer glass is already full and there is still some more beer remaining in the can/bottle, leave the can/bottle on the right side of the beer glass.
如果杯子已经装满了，瓶子里面还有啤酒的话，把瓶子放在玻璃杯的右边
So that the guest consumes the whole can/bottle of beer.
这样客人能够喝到整瓶的啤酒
TASK
任务
POURING BEER FROM A CAN/BOTTLE
从瓶子里倒出啤酒
REASON WHY
理由
NOTE: There are some important things to remember in pouring a can/bottle of beer at the guest’s table.
注意：在给客人倒酒时要记住一些重要的事项
STEP : 1
步骤
Ensure to open the top of the can/bottle beer before approaching the guest and you have one glass prepared for each beer ordered.
确定在你靠近客人的时候，啤酒瓶的盖子已经开起来了。要给每一瓶啤酒准备一个玻璃杯
It can be difficult to open the top of the beer with one hand holding a tray.
在一只手握着盘子的时候是很难开启啤酒盖的
STEP : 2
步骤
Place the glass down on the right hand side of the guest.
把杯子放在客人的右手边
Standard Company Procedure
标准操作规则
STEP : 3
步骤
Ask the guest politely, “Would you like me to pour your beer for you sir/madam.” If they say no, place the beer can/bottle on the right hand side of the glass a 3:00 o’clock position. If the guest says yes, proceed with the following steps.
礼貌地问客人“先生/小姐，您要我帮您把啤酒倒出来吗？如果客人说不用，把啤酒瓶放在离玻璃杯15度角的地方。如果客人说可以的话，按照步骤倒酒。
Some guests may like to pour their own beer.
有些客人喜欢自己倒酒
STEP : 4
步骤
Bring the beer can/bottle of the drink tray, with your right hand and begin to pour the beer very slowly (ensure that the can/bottle does not touch the rim of the glass).
从饮料托盘里取下啤酒,用你的右手开始慢慢地往里倒酒(确保瓶子不会碰到杯壁)
For hygiene
卫生
STEP : 5
步骤
Whilst pouring the beer slowly on the opposite inside wall of the glass, watch the glass filling with beer (if the beer starts appearing to have too large amount of head, stop for a few seconds, until the head subsides, then proceed.
对着玻璃杯的杯壁慢慢地倒入,看着杯子装满(如果杯子出现大量的泡沫,稍停片刻,直到泡沫消失,在继续往里倒)
To ensure the beer does not appear to foam too much.
确保啤酒不会产生太多的泡沫
For guest satisfaction.
让客人满意
STEP: 6
步骤
Stop pouring beer when the glass is already full. There should only be approximately 2-3cm volume of head in the glass (though some guests may prefer a larger head). If there is some remaining beer in the can/bottle place it on the right hand side of the glass at 3: 00 o’clock position.
当杯子满的时候,就停止倒酒。在杯口要留出2-3公分(有些客人还喜欢留得更多)。如果瓶子里面还剩有啤酒的话，把它放在玻璃杯右边3点钟的位置上
To minimize the head from appearing too much
避免出现过多的气泡
TASK
任务
POURING BEER FROM A CAN/BOTTLE
从瓶子里倒出啤酒
REASON WHY
理由
STEP : 7
步骤
Remove empty can/bottle with your right hand from the guest’s right hand side and place it on your tray and return it to the Bar or Back-of-House.
用右手把空瓶子从客人的右手边移开，放在你的托盘上，回到吧台或是管事部。
Standard Company procedure
标准操作规则
STEP : 8
步骤
When the beer glass has only 1/3 of beer remaining politely ask the guest if he/she would care for another beer. “Excuse me Sir/Madam would you care for another beer?”
当杯子里面只剩三分一的啤酒的时候，可以礼貌的问客人是否再要一杯“先生/小姐，您要在来一杯吗？”
To increase sales and ensure guest satisfaction.
增加销量，确保客人满意
TASK
任务
POURING BEER ON A TRAY FROM A CAN/BOTTLE
在托盘上把啤酒从瓶子里面倒出
REASON WHY
理由
NOTE: If you have only one beer to pour to your guest or your last drinks is a beer can/bottle you can follow these steps:
注意:如果你要给客人倒啤酒的时候,可以遵循以下的步骤
STEP : 1
步骤
You should have one beer glass and one opened beer can/bottle left on your tray. Place the beer glass on a 9:00 o’clock position on your tray. Shift your left hand over to the left underside of the tray.
你要在你的盘子的左边放上一个啤酒杯和一瓶已经开的啤酒。把啤酒的玻璃杯放在托盘的9点钟的位置上，把你的左手放在托盘的左下方
To ensure the tray is still balanced.
确保盘子的平衡
STEP : 2
步骤
Grip with your left thumb the base of the beer glass and press down on it holding the tray and the glass together.
把你的拇指摁住啤酒杯的底部,让盘子和玻璃杯牢牢挨在一起
To secure the glass and tray.
确保杯子和托盘的安全
STEP : 3
步骤
Pick the can/bottle of the tray. You should now be able to tilt the tray and glass together to a 4:00 to 5: 00 o’clock position.
把盘子里的杯子拿起,把盘子放在4点的角度,杯子放在5点的角度上
Tilting the tray and glass allows easier pouring of the beer.
倾斜盘子和玻璃杯，让啤酒容易倒出
STEP : 4
步骤
With the glass and tray tilted bring the can/bottle with your right hand to the glass and slowly begin pouring (ensure the can/bottle does not touch the rim of the glass).
用右手把酒慢慢倒入玻璃杯内(确保瓶子不要碰到杯壁)
To minimize foam.
减少泡沫
For hygiene
卫生
STEP : 5
步骤
Slowly pour the beer down the inside wall of the glass watching the glass at all time.
慢慢地把啤酒沿着玻璃杯的杯壁倒入,随时观察杯子的情况
To monitor the amount of foam.
控制泡沫的数量
STEP : 6
步骤
When the glass is 2/3 to ¾ full straighten the tray and glass to a horizontal position, then fill the rest of the glass.
在杯子已经装满三分二或是四分三的时候,让盘子恢复原来的水平位置,倒入剩下的水。
For guest satisfaction.
让客人满意
STEP : 7
步骤
When the glass is full place the glass down with your right hand on the guest right hand side. If there is any beer left in the can/bottle place it on the right side of the glass in a 3:00 o’clock.
当杯子装满的时候，用你的右手把杯子放在客人的右手边.如果还瓶子里面还有酒剩余的话,酒把酒放在玻璃杯的3点钟的地方
Standard Company procedure
标准操作规则
TASK
任务
POLISHING GLASSWARE
擦试玻璃杯
REASON WHY
理由
STEP : 1
步骤
Prepare service tray or glass rack, dry clean and lint free cloth, metal container or stainless bucket with hot water.
准备盘子,玻璃杯架,干爽清洁的软麻布,装满热水的金属容器或是不锈钢的桶
To ensure clean and spotless glassware.
确保干净没有圬质的玻璃杯
STEP : 2
步骤
Cover left hand with clean and lint free cloth. Pick up the glass with right hand by the stem from the rack.
左手拿着干净的软麻布,右手从架子里拿玻璃杯
Avoid touching the rim of the glass with hand.
避免用手触摸杯子的内壁
STEP : 3
步骤
Dip tip of the rim into the hot or boiling water and allow vapour to rise into the glass.
把杯口放入热水或是沸水里面,让水蒸气进入杯子
Removes any detergent or chemical residue. For easy cleaning.
取出清洁剂和化学杂质,便于清洗
STEP : 4
步骤
Using your right hand put end part of towel into the glass.
用右手把毛巾放进杯子里面
Preparing to polish
准备擦试
STEP : 5
步骤
With left hand still on the base, put right thumb into the glass and firmly press the rest of the fingers on outside.
左手仍然握着杯座,把左手的大拇指升入玻璃杯,其它手指牢牢地压在杯子的外边
To polish
擦拭
STEP : 6
步骤
With cloth inside and outside of glass, twist left and right hands repeatedly in opposing directions.
让布里外裹着杯子,左右来回重复擦拭
To polish and clean thoroughly
彻底擦拭和清洁
STEP : 7
步骤
Check cleanliness by pulling out the right hand with cloth and holding the glass up towards a light.
把右手和布从杯子里面抽出,把杯子放在灯光下检查杯子是否已经干净
To make sure that no marks or stains remain.
确保没有残留任何的标记和污渍
STEP : 8
步骤
Arrange polished glasses on a tray with a cloth under liner, or place in a rack.
把布垫在擦好的杯子的下面放在盘子里面,或是把它们摆到架子上
Getting ready for distribution or storage.
准备分发和存放
STEP : 9
步骤
If any glassware is chipped or broken, separate.
如果有杯子破损或残缺,把他们归出来
To avoid being served to guests.
避免提供给客人
STEP : 10
步骤
Broken glassware should be immediately discarded.
破损的杯子要马上扔掉
For safety
安全
TASK
任务
POLISHING GLASSWARE
擦试玻璃杯
REASON WHY
理由
STEP : 11
步骤
Inform your supervisor of broken glassware and record necessary information.
向你的上级报告杯子的破损情况,并对破损纪录进行登记
To monitor and maintain consistent par levels
控制和保持账目平衡
STEP : 12
步骤
Secure properly all glasses when arranging them on a tray.
在把玻璃杯摆放在盘子上的时候,要特别小心
To avoid breakage.
避免破损
Please note this procedure will vary depending upon whether you left handed or right handed.
这些步骤取决于你习惯用左手还是右手
TASK
任务
PREPARING BASIC DRINK GARNISHES
准备基本的饮料装饰
REASON WHY
理由
NOTE:
The first thing a barperson should do when he or she starts a shift is to make sure that there are enough garnishes, to last the shift. Garnishing a drink is the easiest part of bartending. Cutting garnishes is part of the daily routine for a barperson. The basic garnishes, which require cutting, are limes, lemons, oranges, and pineapple.
注意:吧台的工作人员在倒班的时候要做的第一件事就是看看是否有足够的装饰品。装饰饮料是酒吧工作人员相对容易的一件事。修剪装饰品也是吧台工作人员要做的一件日常工作。需要修剪的装饰有，酸橙，柠檬，橘子，菠萝
You will need the following items
你需要准备下列工具
1x Cutting Board
1块案板
1x Sharp Knife
1把尖刀
2x Gloves
2副手套
1x Tongs
1把钳子
1x Garnish Tray for Garnishes
一个装饰盘
STEP : 1
步骤
Put on clean gloves before you gather the fruit.
在你拿水果之前清戴上一个干净的手套
For hygiene.
卫生
STEP : 2
步骤
Gather lemon/orange and place on the cutting board.
把柠檬/橘子等收集好，放在案板上
For safety and hygiene.
安全和卫生
STEP : 3
步骤
Cut the lemon/orange in halve lengthwise.
把柠檬/橘子等纵向切开
To prepare for slicing.
准备切片
STEP : 4
步骤
Place one half of the lemon with the flesh facing downward on the cutting board.
把已经切开的水果的果肉的那一面盖在案板上
For stability.
稳定性
STEP: 5
步骤
Cut slices approximately 4 mms wide and discard both ends of the fruit.
按大约4毫米的厚度来切，把水果的两头都切掉
Standard Company Procedure
标准操作规则
STEP : 6
步骤
After slicing the fruit pick up garnishes with the tongs and place in the appropriate tray or bucket.
在切完以后把这些装饰物用钳子把它钳起来，放在盘子或是桶里面
For hygiene.
卫生
TASK
任务
PREPARING BASIC DRINK GARNISHES
准备基本的饮料装饰
REASON WHY
理由
STEP : 7
步骤
Wash thoroughly all utensils used and place in their original position.
把所有已经使用过的容器彻底地洗干净，把它们再放回原来的位置
For hygiene.
So other staff knows where the utensils are.
卫生，让其他的工作人员知道容器放在哪里
STEP : 8
步骤
Any fruit that is not to be used must be wrapped in cling wrap and stored in a fringe.
没有用的水果必须把它包好放在边上或是存放在冰箱里面
For hygiene and safety.
为了卫生和安全
NOTE:
Some barpersons place a small incision in the middle of the fruit so it can straddle the rim of the drink.
注意：有些吧台的工作人员在水果片的中间切了一个小口， 以便可以把水果片插放在杯口上
TASK
任务
BUILDING A DRINK
给饮料装饰
REASON WHY
理由
NOTE:
The building of a drink is done directly in the glass that will be served to the guest.
注意：直接装饰在一会儿要给客人使用的杯子上面
Standard Company Procedure
标准操作规则
STEP :1
步骤
The first step in creating a drink is choosing the proper glass for the designated drink and filling it with ice.
装饰饮料的第一个步骤就是针对客人所点的饮料选择适合的玻璃杯然后装上冰块
Standard Company Procedure
标准操作规则
STEP : 2
步骤
Unless ordered “Straight up”, all drinks are served with a full glass of ice.
除非客人要求“不加冰”所有的饮料都要装满一整杯的冰
Standard Company Procedure
标准操作规则
STEP : 3
步骤
If the drink does not begin with a full glass of ice, the drink will require a greater amount of mixer to fill the glass. The alcohol too will be diluted in process and it will therefore taste like a weaker drink. Weak-tasting drinks translate into unhappy guests.
如果没有一整杯的冰块，就要加很多别的混合物让玻璃杯能后装满。这样酒味就会被冲淡了，客人就会觉得味道太淡了。客人会感到不愉快。
The full glass of ice is not only to keep the drink cold, but also to give the drinks a stronger taste of alcohol.
一整杯的冰块不仅可以保持饮料的冰爽，而且可以让饮料有浓烈的酒精味。
STEP : 4
步骤
The next step is adding the different ingredients to the glass. As might be expected, this is the part of making a mixed drink, which requires the most skill.
下一步就是往杯子里面加入不同的成分。这是制造混合型饮料的一个部分，需要很多的技巧
STEP : 5
步骤
The addition of liquor should be very exact. To add the proper amount of liquor, use either a jigger or an optic measure.
另外加进去的成分要准确无误。分量要刚好，可以用计量杯，也可以用目测
The addition of mixers is less exact. If there is only one mixer (like Coke in a Rum and Coke), it is added after the liquor and should fill the remainder of the glass.
额外的混合物则无须那么精确。如果只有一种混合物（像朗姆酒加可乐），加可乐就只要把玻璃杯加满就可以了。
To ensure correct amount of liquor.
确保饮料的容量刚好
STEP : 6
步骤
To avoid spillage, fill to about 1cm from the rim of the glass. If there are two primary mixers, equal parts of each are added.
避免溢出，装到离玻璃杯壁1厘米的地方。如果只有两种混合物，那就两种对半加
To avoid overfilling the glass.
避免溢出玻璃杯
TASK
任务
BUILDING A DRINK
给饮料装饰
REASON WHY
理由
STEP: 7
步骤
With two primary mixers, the first mixer fills the remainder of the glass halfway and the second mixer fills the glass to the top.
两种主要的混合物，第一种先装玻璃杯的一半，第二种再把玻璃杯装满
STEP : 8
步骤
Examples of secondary mixers, such as lime juice, grenadine, or tabasco, make up only a small part of a drink. In most cases, secondary mixers can be added either before or after primary mixers.
如果是次要的混合物，如酸橙汁，糖浆或是红辣椒制成的极辛辣的调味料，就只占饮料的一小部分。在多数情况下，这种添加剂可以在主要饮料的前面或后面添加
STEP : 9
步骤
Secondary mixers are usually strong tasting and therefore should be added sparingly. These measurements will usually be either a dash (5ml. Or less)
这种添加剂通常味道都很浓烈所以要谨慎添加。测量方法就是用手轻轻地抖一下（5毫升或更少）
Standard Company Procedure
标准操作规则
STEP : 10
步骤
After the addition of the various mixers the drinks are ready for the garnish. Depending on the garnish and is time permits, give it a squeeze and drop it into the drink. Complete the drink by adding a straw or mixing rod (if necessary) and serve.
在给饮料加完添加剂后就要准备给饮料装饰了。取决于现有装饰物和所允许的时间。先对水果进行挤压，然后把它滴入饮料中。然后放上吸管或搅拌棍。
Standard Company Procedure
标准操作规则
NOTE: The chronological order in the making of a mixed drink.
注意：制作混合饮料的顺序
STEP : 11
步骤
If applicable, garnish the rim of the glass, usually with salt or sugar (this is only on a handful of drinks)
如果合适的话，装饰玻璃杯的边缘，通常用盐或是糖（这只是少数的饮料）
For taste and presentation.
为了品尝和展示
STEP : 12
步骤
Fill the designated glass with ice.
在特定的杯子上装满冰块
To ensure to serve the drink at the correct temperature.
确保给客人所提供的酒温度刚好
STEP : 13
步骤
Pour the primary liquor into the glass.
把主要的饮料倒入玻璃杯中
Standard Company Procedure
标准操作规则
TASK
任务
BUILDING A DRINK
给饮料装饰
REASON WHY
理由
STEP : 14
步骤
Pour the secondary liquor into the glass.
把次要的饮料倒入玻璃杯中
Standard Company Procedure
标准操作规则
STEP : 15
步骤
Pour the primary mixers into the glass (in most cases steps 5 and 6 are interchangeable; however, certain drinks require step 6 to follow step 5).
把主要的混合物倒入杯中（在大多数的情况下，第5步和第6步可以相互替换。但是有些饮料却必须先按先后顺序）
Standard Company Procedure
标准操作规则
STEP : 16
步骤
Pour the secondary mixers into the glass.
把次要的混合物倒入杯中
Standard Company Procedure
标准操作规则
STEP : 17
步骤
Add the garnish to the glass.
把装饰物放在杯子上
For presentation.
展示
STEP : 18
步骤
Add a straw or mixing rod to the drink.(if applicable)
加入吸管或搅拌棍
For guest comfort.
让客人感到舒服
STEP: 19
步骤
Serve with a coaster or napkin. (if applicable)
提供杯垫和纸巾
Standard Company Procedure
标准操作规则
TASK
任务
BUILDING MORE THAN A DRINK
准备多种饮料
REASON WHYS
理由
NOTE:
注意
When more than one drink is ordered at the same time, it will speed the process considerably if the person makes the drinks simultaneously.
当同时点多种饮料，客人要同时要的时候，要适当的提高操作的速度
For efficient service.
能够更有效地服务
STEP: 1
步骤
This is done by lining up the glasses as close to each other as possible, and adding ice to those glasses, which require.
把杯子尽可能地挨得近一点排列，在有需要的杯子里面加上冰块
For speed.
提高速度
STEP: 2
步骤
Drinks having common ingredients should be made next to each other.
要加入相同混合物的饮料要挨在一起摆放
For ease of making.
容易操作
STEP:3
步骤
For example, if the drink order calls for:
如客人点
2x Vodka and Tonics
1x Gin and Tonic
1x Screwdriver
1x Bourbon on the Rocks
STEP:4
步骤
Lined up three-highball glass followed by two old fashion glasses, all to be filled with ice.
掺有冰水的威士忌饮料杯要配上两个古典杯，都加满冰块
Standard Company Procedure
标准操作规则
STEP:5
步骤
Begin by pouring 30ml. of bourbon into the first old-fashioned glasses. The Bourbon on the Rocks is now complete.
倒入30毫升的Bourbon到第一个古典杯。Bourbon加冰已经完成
Standard Company Procedure
标准操作规则
STEP:6
步骤
Pour 30 ml. of vodka into the next old-fashioned glass.
倒入30毫升的Vodka到第二个古典杯里面。
Standard Company Procedure
标准操作规则
STEP:7
步骤
Proceed to the remaining drinks, which call for vodka and vodkas and 1 gin should be poured into each of the remaining highball glasses and 1 shot of vodka. into the old-fashioned glass.
剩余的饮料把如：Gin tonic,Vodka tonic,它们分别装到剩余的威士忌饮料杯里。Vodka tonic放在古典杯里面
Standard Company Procedure
标准操作规则
TASK
任务
BUILDING MORE THAN
A DRINK
准备多种饮料
REASON WHY
理由
STEP : 8
步骤
It is now time for the mixers. First, fill the three glasses in the middle, the Gin and Tonic and the two Vodka and Tonics, with tonic water.
首先，加入Gin,Tonic,Vodka和Tonic 水
Standard Company Procedure
标准操作规则
STEP :9
步骤
Fill the old-fashioned glass with orange juice to complete the Screwdriver.
Garnish the tonics with lemon slices.
往古典杯里加入橙汁
用一片柠檬装饰Tonicj
Standard Company Procedure
标准操作规则
STEP:10
步骤
Add mixing rods to the drinks for all glasses. Finally, serve the drinks.
把搅拌棍放入所有的饮料杯,给客人送上饮料。
This method has no wasted time or tasks. Each bottle and mixer is pulled out and used only once. At first, mixing a number of drinks at the same time will be confusing, but with practice it will come naturally.
这种做法不会浪费时间。每个瓶子和搅拌棍只使用一次。刚开始的时候同时混合这么多的饮料也许会混，但是通过锻炼就会熟练。
TASK
任务
THE SIX GENERAL
DRINK CATEGORIES
6种普通的饮料类别
REASON WHY
理由
NOTE:
注意:
Bar service is a much-discussed topic with. Many individuals starring their method and measurements as correct. To avoid confusion and in consistency, bar service standard has been implemented. This standard will be a guideline. However, there will be certain situations as in guest requests that will require you to be flexible.
吧台的服务是一个有争议的话题。许多人都把他们的方法和测量的标准当作是正确的。为了避免混乱和保持连贯性，吧台的服务标准还没有完成。这个标准将会是一个指引方向。但是在有些情况下，需要你灵活应用
CONVERSION TABLE
1 ounce =30ml.
1盎司=30毫升
½ ounce=15ml
1/2盎司=15毫升
1/3 ounce=10 ml
1/3盎司=10毫升
¼ ounce=
1/4盎司=毫升
1 shot=30ml. or 1 ounce
1盎司=30毫升或1盎司
1 nip=30 ml. or 1 ounce
1盎司=30毫升或1盎司
Standard Company Procedure
标准操作规则
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