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AlaCartePreparationProcess西餐零点准备流程AlaCarteServiceProcess西餐零点服务流程BuffetPreparationprocess西餐自助餐准备流程BuffetServiceProcess西餐自助服务流程WesternRestaurantOrganizationChart西餐组织结构图ThedifferenceofWesternRestaurant西餐类型MenuIntroduction菜单简介ⅠⅡWesternRestaurant西餐厅Thebuffettableislikeaminiaturemarketplace,attractivelyarrangedtodisplaythefoodoffered.以食品种类繁多，食品丰富为主导，可分为中式和西式，可以给客人众多的选择，可随意挑选自己心意的食品，随意性较强。Dishesareindividuallypriced,andguestsmaystructuretheirmealinanywaytheychoose.客人可以根据自己的情况挑选食品，只需付单一菜品的价格。Thestyleofwesterndining西餐类型Buffet自助餐AlaCarte零点Settingthetable摆台Flower鲜花Lighting灯光Music音乐Tablecloth台布Napkin口布Cutlery餐具Glass杯具Flatware瓷器Condiments调味品Preparationprocess准备流程Ambiance用餐氛围OtherPreparation其它准备Settingthetable摆台LargeFork主菜叉Smallfork沙拉叉Largeknife主菜刀Dessertspoon甜品勺CoffeeSpoon咖啡勺Soupspoon汤勺Butterknife黄油刀Smallknife沙拉刀•Theappearanceanduseofthevarioustypesofcutleryusedfortheeatingandserviceoffood.同一种餐具有不同样式.•Thevarioustypesofcrockeryandtablewareusedforeatingandserviceoffood.用餐时需要使用到有各式各样的餐具.•Thevariouspiecesofequipmentrequiredforthepreparationoffoodinthedining-room.对不同的食物,准备的不同器皿.Preparationprocess准备流程Ambiance用餐氛围OtherPreparation其它准备Settingthetable摆台SettingthetableFan扇型Calla马蹄莲Preparationprocess准备流程Ambiance用餐氛围OtherPreparation其它准备Settingthetable摆台Redwineglass红酒杯Whitewineglass白酒杯champagneglass香槟杯Martiniglass马提尼杯Waterglass水杯Usuallytablesetbytheredwineglass、whitewineglassandwaterservice通常桌面上摆放红酒杯、白酒杯及水杯Preparationprocess准备流程Ambiance用餐氛围OtherPreparation其它准备Settingthetable摆台Lighting:daylightorbrightlightingispreferredfordaytimemealservices灯光：自然光及明亮的灯光适用于白天时用餐服务Subduedlightismoreappropriateforeveningdining.柔和的灯光一般比较适用于享用晚餐时Candlelightcanenhancethemoodforeveningdiningbutshouldnotbeusedfordaytimeevents烛光灯主要应用于晚宴时衬托气氛，一般不用于白天的活动。Music:backgroundmusiccanbeappropriatetosetthemood.音乐：背景音乐要和餐厅适合Howtopreparesidestand如何准备服务区Ashtrays烟灰缸Breadbaskets面包篮China瓷器Coffeecupsandsaucers咖啡杯及底盘Coffeewarmerunit,ifusing咖啡加热器Condimentsandcaddies调味品及茶叶罐DescribingplateDoilies小型装饰桌巾Flatware平底盘Flowervases花瓶Glassware玻璃器皿Lobsterutensils,oystersets,andescargotutensilsifonmenu龙虾及生蚝专用器具，Matches火柴Menus菜单Napkins口布Placemat,ifusing台纸Silverwaretransportplate银器盘SpecialmenusinlargeprintorBrailleorwithoutprices老年人专用菜单、盲人专用菜单、未标有价格的菜单Sugarandsweetenerrefills各种口味的糖Tablecloths台布Winebuckets酒筒Winelist红酒单Thesidestandisthemiseenplacestationforthediningroom服务区通常要准备餐厅所需要的必备用。Reservation预订Greeting问候Seating领位PresentMenu展示菜单Takingorder点单InformKitchen通知厨房BeverageService饮品服务FoodService食品服务TableService席间服务流程SpecialRequirement特殊要求Astraychanging更换烟灰缸CleanTable清理桌面Dessert甜品Coffee咖啡PresentBill展示账单Cashier收银BidFarewell告别Food&Beverageserviceprocess餐饮服务流程Secondorder二次点单12346789101151214131215ReservationService预订服务程序1234receiveatelephoneReservation电话预订takeareservationinfrontofguest对客预订reservebirthdaycake生日蛋糕预订checkareservation查询预订Reservationsthecustomer'sfirstcontact!预订是与客户第一个接触！Theprimarygoalofthereservationistsistofillthediningroomtocapacitywhilestaggeringthetimingoftheseatingtoensurethebestservicefromthekitchenanddiningroomstaff.预订人员的主要目标是增加餐厅入座率,错开客人上座时间，确保餐厅服务员及厨房能为客人提供更好的服务。ReservationService预订服务程序Telephonereservation电话预定Takeareservationinfrontofguest对客预定Reservebirthdaycake生日蛋糕预定Checkareservation查询预定Whatkindofcuisinedoyouoffer?提供的餐饮类别Whatstyleofmenudoyouoffer?提供的菜系Doyouacceptcheques?Orcreditcards?whichcards?是否接受支票，信用卡，哪种信用卡Whenareyouopen?Forbothlunchanddinner?营业时间-午餐、晚餐Arechildrenwelcome?是否有儿童服务Canyoucaterfordisabledpeopleinwheelchairs?是否为残疾人提供服务Areyouairconditioned?空调开放吗？Isthereanon-smoking?是否有禁烟区Doyouhavecar-parkingfacilities?是否提供停车位Doyoucaterforfunctions?是否提供宴会服务HowdoIfindyourestablishment?餐厅的位置Beforeyoutakeabookingmakesureyouknowtheanswerstothetypesofquestionsyouarelikelytobeasked?在接待预订前，以下所有信息都需要熟悉的掌握Howtoreceiveatelephonereservation接听电话技巧Thereservationists'soundspleasantandhelpful,theguestwilllookforwardtoagoodexperience.预定员如果声音和悦并且乐于提供帮助，客人将会期待一次愉快的经历.Answerwithin3rings,givegreeting３声内接听，问候客人Usecaller’sName,positivewords用姓氏称呼，措辞礼貌hold17s让客人等待时间不得超过１７秒Keepcontrol,accurateMessage掌握主动权，留言准确Maximizethemoment,hanguplast延长接触时间，让客人先挂机Checklistofreservationinformation预订信息列表Date日期Number人数Smoking吸烟Name姓名Specialrequests特殊要求Reservationnumber预订号码Dateandtimeofreservationand预订日期及时间Time时间Telephonenumber电话号码reservationists'Name预订人员姓名Nonsmoking不吸烟Kid儿童Place地点Repeat重复Greetingwithsmile用微笑问候客人Followthewayasthereservation与预定程序步骤相同Farewell道别TheReservationofbirthdaycake生日蛋糕预订磅数TypeofCake种类预订日期ReservationDate领取日期PickupDate客人的联系电话ContactNumber特殊要求SpecialRequirementCheckareservation确认预定Persons用餐人数Name、Companyname姓名、公司名称Lookforwardto期待光临Hostessservice迎宾服务Greetingguest问候客人123Presentingamenu展示菜单Seatingaguest引领客人入座sinceretogreetingtheguest真诚的问候客人“GoodEvening,Mr.Gao,welcometo*****晚上好，高先生，欢迎您…...Doyouhaveareservation?请问是否有预订？Whatwasthenameofthereservation?预订的姓名是什么？GreetingGuest问候客人SeatingGuest引领客人入座presentamenu展示菜单Hostessservice迎宾服务Acknowledgeguestwithin5seconds.5秒内认知客人coats,hats外套，帽子umbrellasshoppingbag雨伞，个人物品Waitingline等候Eyecontact目光交流Eyecontact目光交流Waitingtime等候时间AcknowledgeGuest认知客人NumberofPAX人数Prefernon-smoking