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General Service Policy
常规服务规定：
• Restaurant staff will prepare dining room for service and will be ready to open fifteen minutes prior to opening time. Each team member has pre-service duty assigned; this will be rotated as will the shifts and stations.
员工须在营业前15分钟做好准备工作。
• Hostess will establish that entrance, menus and reservations are suitably prepared.
领位员在餐厅营业前整理好餐厅入口，准备好所需物品。
• All surfaces of restaurant will be clean and polished.
餐厅外面要干净整洁。
• All glassware and displays shall be polished and cleaned.
所有杯子和展示品干净整洁。
• Check lighting levels /candles (for dinner only).
检查灯光亮度/晚餐检查烛光。.
• Discuss with chef daily special as well as out of stock food items.
向厨师长询问每日特色以及沽清物品。
• Check with bartender for out of stock beverage items.
向吧台员工询问酒水沽清项目。
• Outlet-in-charge to conduct briefing 30 to 15 minutes before each opening-tasting specials, information given, special requests, VIP reservations, out of stock items.
每天餐厅领导主持15—30分钟的班前例会，告诉大家新品品尝，交流信 息，贵宾预定和沽清物品。
• When the restaurant is open for service the guest entrance will always be manned by the manager, supervisor or receptionist.
餐厅一旦进入营业状态，入口处必须有领位员、主管或经理照看。
• All necessary information regarding the guest shall be noted in the communication book.
所有与客人有关的必要信息都要记录在交接本上。
• All ashtrays shall be changed after 1 cigarette butt.
烟灰缸内不得超过一个烟蒂。
• Table allocation is at the discretion of the manager (or in his absence the supervisor).
由经理或主管分配服务员的负责区域。
• Table are set up for the next meal period after the last guest has left.
餐厅最后客人离开后要重新摆好，为下次开餐做好准备。
Coffee service policy
咖啡服务程序：
• Cups must be hot and clean.
咖啡杯必须干净并保持时热的。
• The cups must be maintained hot by storing them on top of the machine.
咖啡杯必须放在咖啡机顶部保温。
• The coffee machine must be clean every day.
咖啡机必须每天清洗。
• The coffee machine must be turned off at the end of the day.
每天下班时必须关闭咖啡机的电源。
Sequence of Service：
服务程序：
1. Guest is welcomed within thirty seconds of arriving the entrance. This is done with eye contact and correct posture.
要在客人进店30秒之内问候客人，并保持眼神接触和正确的肢体语言。
2. Receptionist leads the customer to the assigned table; she will stay two steps ahead of guest. We will not seat any guest at a table that is not prepared to our standard.
领位员要领先客人两步引导客人入座，不要把不符合我们标准的桌子给 客人
3. Receptionist seats ladies first assisting them with their chairs; this is one with the assistance of the front waiter
领位员按照女士优先的顺序，协助服务员为客人拉椅子。
4. As soon as everyone is seated the receptionist will present the menu to the guests while wishing everyone a pleasant meal.
所有的客人座好后领位员为客人送上菜单，并祝愿客人用餐愉快。
6. Server welcomes the party by name, suggests cocktails or aperitifs. He then takes the order for drink; ladies first using the beverage order slip
前台服务员向客人问好，并推荐酒水。按照女士优先的顺序点单。
7. Buspersons delivers the drinks serving ladies first. This is done from the right side using the right hand. Drinks are served clockwise around the table.
服务员为客人上酒水，按照顺时针方向用右手从客人右侧服务。
8 Server approaches the table and inquires if the guests are ready to order.
服务员在合适的时机问客人是否准备好点单。
9. Waiter will use suggestive selling techniques recommending and using his menu knowledge.
服务员要运用推销技巧和自己的菜单知识向客人推荐。
• Writing the order down in position order.
正确的书写点菜单。
• Order are taken clearly & legibly using the established abbreviations
点菜单要书写清晰，容易辨认。要使用已制定的简写。
• All female orders are taken first and position NO. is put in a circle for female and nothing for male.
点单时要女士优先，并用圆圈标注女士的座位号。
• Courses are divided by line.
点菜单要注意分道。
• Server’s Order Slip is passed to buspersons (explaining any special requests).
点菜单传给传菜员，如有任何特殊需求及时解释。
10 Server checks tables for ashtray, request any more drinks
检查桌子上的烟灰缸，询问客人是否添加饮料。
11. Server will preset on the table any china-ware for appetizer, soup， salad.
服务员为客人服务所有菜，包括前菜、汤、沙拉等。
All plates served from right, ladies first. Server check for beverage refills and correct cutleries.
所有菜均从右侧上，女士优先。服务员检查客人的饮料添加和餐具是否正确。
Remove empty plate when requested, but standard is to remove all plates together upon consumption. Clearing from right, clockwise. Front Waiter transport items to the service station. Back waiter transport direct to stewarding
如果客人要求，可以撤走空的盘子，但标准是同时撤，从右侧撤，然后服务员将脏的餐具放在服务台，传菜员将脏的餐具运送到洗碗间。
12. Server pick-up main dish from kitchen checking plates meet chefs specifications. Front Waiter will assist as necessary (for larger parties all available staff assist as necessary).
传菜员从厨房拿菜，检查餐具是否达到标准。如有必要，服务 员要给与帮助。如果是人数较多的大台，其他服务员也要给与帮助。
13. Serving ladies first, moving clockwise. Server will be present ensuring dishes are announced, and wishing everyone to enjoy their meal.
上菜时女士优先，并爆出菜名。服务员要确保是拿的正确的菜。并祝大 家用餐愉快
14. After 2-3 minutes of guest receiving their entrée Manager/Supervisor
will enquire if the guest are satisfied.
客人在用主菜两三分钟后由经理或主管上前询问客人是否满意。
15. All floor staff must always pre-empt any guest request by observance and attention watching for
所有服务员都要保持关注客人的：
• Plates pushed aside
盘子推到一边。
• Beverage glasses 1/2 full or less.
饮料只剩半杯或是更少。
• Expressions on guest faces.
客人脸上的表情。
• Ashtrays.
烟灰缸。
• Table debris.
桌子上的脏东西。
• Spilled items (Food or Beverage)
溢出、撒出的东西。
• Cigarettes to be lit.
客人点燃香烟。
• Napkins to be re-folded when guest has temporarily left the table.
客人暂时离开座位时要将餐巾叠好。
16. When all guests are finished entrée or indicate so, service staff will clear from the right.
所有客人用完主菜后，或表现出是这样时，服务员从右侧开始清理台面
17. Clearing will be done quietly, quickly and neatly as per established procedure so as to minimise number of visits to the table by service personnel
清理台面时要按照流程安静快速的清理，靠近客人桌子的服务员要尽可 能的少。
18. Server will suggestively sell coffee/tea drinks.
服务员要向客人推荐咖啡、茶等餐后饮料。
19. Serve it according to pervious procedure. server will ensure sugar and cream is in place for coffee.
按照流程服务咖啡，服务员要确保糖和牛奶已经准备好。
20. Upon request of the guest, server asks the guest check to the cashier.
客人要求结账时，服务员向收银员要帐单。
Server will ensure that guest check is clean, neat and accurate.
服务员要确保账单干净整洁，准确无误。
Server place on the table guest check folder with Check and one restaurant flyer.
服务员将客人的账单和一张餐厅的宣传单放在账单夹中呈给客人。
Following payment and processing in accordance with the established control procedure server thanks guest for coming. Invites the guest back again.
按照流程结账，服务员要感谢客人光临并邀请客人再次光临。 21. As the guest exits all available service staffs are on hand to assist pull chairs 客人起身要离开时，此区域的服务员要帮助客人拉椅子。
22. Receptionist also thanks the guest as they leave.
客人离开时领位员同样要感谢客人的光临。
23. Table is cleared and reset by servers.
服务员清理台面并重新摆好。
DAILY TASKS
每天的工作任务：
Mise en place
准备工作：
Waiter/waitress
服务员：
• Polish all glassware, clean china and polish all cutleries in use.
擦洗所有的杯子、餐具。
• Return all linen to laundry.
将所有脏的布草送洗。
• Fold sufficient napkins for anticipated business
叠好足够的餐厅营业所需的口布。
• Clean all drawers, shelves and service stations.
清洁所有的抽屉、架子和服务台。
• Dust any designated area.
清洁所有指派的区域。
• Refill and clean all salt and peppers, Tabasco, sugar bowls, and other condiments.
清洁并续满所有的胡椒瓶、盐瓶、辣椒酱、糖缸及其他调料。
• Set all tables, lay all cloths, place all table ware and cutleries as per standard.
摆台，台布、餐具都要严格按照标准。
• Refill all service stations to par.
按照平时库存补充满服务台所需物品。
• Clean all menus.
清洁菜单。
• Confirm all reservation and special requests.
确认所有预定及特殊要求。
• Re-stock storeroom with supplies.
准备好库存。
Supervisor:
主管：
• Check all table settings, seating, cloths for alignment and cleanliness.
检查所有餐桌的摆设，是否清洁，整齐。
• Inspect review all physical equipment in restaurant and make relevant maintenance requests.
检查所有的餐厅设备，并做好所需的维护。
• Daily service staff hygiene inspection.
检查所有员工的个人卫生和仪容仪表
• indicate absenteeism (sick, emergency, vacation...)
标注出所有未出勤情况 （病假、紧急情况、休假等）
Table set up：
摆台：
• table cloth (no stain, no crease, no holes)
桌布：无斑点、无褶皱、无破损。
• dinner fork and knife
主菜刀叉。
• napkin fold
口布。
• salt and pepper shaker
胡椒瓶、盐瓶。
• ashtray (smoking section)
烟灰缸（吸烟区）
Services station mise-en-place
• All cutleries (cutlery items in each station).
所有餐具（各种餐具是否在正确的位置）
• Condiments sets
调料
• Guest napkins
口布
• Toothpicks
牙签盅
• Service napkins
擦杯布
• Ashtrays
烟灰缸
• Reservation book
预定本
• Menus
菜单
• Busperson is in charge of the mise-en-place of the condiments
传菜员负责调料的准备工作。
• All condiments must be presented to the guest in a full and clean container
所有的调料必须保持是满的，而且容器必须干净
Closing policy：
关餐规定：
Tasks to be completed
要完成的任务：
• Linen to be counted and handle according to policy
按照规定盘点布草。
• All operating equipment is washed.
清洁所有营业用的设备.
• All tables are set for the next service period
为下次开餐重新摆好所有桌子.
• service station is fully equipped refilled to the par stock
按照每日所需的数量准备充足服务台的物品。
• menus, bill folders are counted and locked away
菜单和账单夹盘点好锁好。
• Verify following days reservations and special arrangements
核实最近几天的预定和特殊安排。
• check next shift and next day schedule
检查下个班次和第二天的时间表。
• Ensure all staff have left
确保所有员工均已离开。
Items to be turned off
需要关闭电源的物品
• Lights
灯
• CD player
音响设备
• Air conditioner (switched off automatically)
空调
• Coffee machine
咖啡机
Items/locations to be locked
需要锁的地方
• All waiter station cabinets
所有的柜子
• Storeroom
库房
• "Fire Exit" door
消防通道
• Restaurant main door and kitchen doors
餐厅和厨房的门
• Cashier
收银台
Checks policy ：
点菜单规定：
• Orders are taken by server on a numbered Captain's Order Slip
点菜单要由服务员使用正式的点菜单。
• Captain orders are filled in with necessary information i.e. table No., Waiter， No. of guests and position #
点菜单必须包含下列信息：台号、服务员姓名、客人数以及座位号。
• No food is given out from the kitchen unless a Captain's Order has been received properly filled out or a micros print out from the kitchen printer
厨房只有见到点菜单才会出菜。
• No beverage is given out from the bar unless a captains order copy has been received or a micros print out from the bar printer
吧台只有见到点菜单才能出酒水。
• In the event of various courses, such are separated with a line
要注意用线将菜分到。
• Check is prepared by the cashier and presented to waiter in respective folder。
收银员要将账单放在账单夹子里交给服务员。
• Check is presented to the guest by the server who was in charge of the table with the respective folder, a pen and a restaurant flyer.
账单要由负责此桌的服务员交给客人，账单夹除账单外还要有一支笔和 一张餐厅宣传单。
• Customer verifies the check, gives the account. Server gets the change from the cashier.
客人确认账单后结账，服务员从收银员那儿拿回要找的零钱。
• Check and change is given back to the guest by server who was in charge the table.
账单和零钱要由负责此桌的服务员交给客人。
Linen exchange policy：
布草更换规定：
• Soiled linen must be sent for laundry once a day.
脏的布草必须每天更换。
• Soiled linens are to be pre-counted by the service staff before being sent to the laundry. Count sheet must be accomplished indicating the quantity for each type of linen.
脏的布草送洗前要数好，并在布草表上写详细种类和数量。
• Received clean linen is based on the record on the soiled linen count sheet.
收到的干净布草要和上次送洗的数量完全一致。
• All clean linen must be piled properly in their respective storage shelves ready for service.
所有干净布草都要整齐放好，放到各自的位置。
RESTAURANT CLEANING ROUTINE SCHEDULE：
餐厅常规清洁表：
Daily：
每日：
• dusting of chairs, table legs and base, marble counters, walls and baseboards, wall lamps, window ledges and wooden blinds
清洁椅子、桌子腿、墙壁、踢脚线、壁灯、窗台和窗帘。
• vacuuming of carpet and spotting when needed
给地毯吸尘。
• mirror/glass cleaning
清洁镜子和玻璃。
• Decorative woodwork and ledges
清洁装饰用的木制品。
Weekly：
每星期：
• dusting high rising walls, decorative woodwork and pillars
清洁高处的墙壁，装饰用的木制品和柱子。
• Floor and wall cleaning behind service counters
清洁后台的墙壁和地面。
• Planter boxes
清洁花盆。
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