STANDARD OPERATION PROCEDURES标准工作程序CHINESE RESTAURANT中餐服务中餐厅标准接待程序1.How To Greet, Lead And Seat Guest问候，引领客人入座2.How To Unfold And Place A Napkin如何铺口布3.How To Present Menu and drink list递菜单和酒水单4.Chinese Tea Service服务中国茶5.Preparing to serve drinks from a tray准备用托盘给客人服务酒水6.How To Take Food Orders怎样点菜7.Menu Knowledge菜单知识8.Serve food食品服务9.How To check guest satisfaction怎样检查客人意见10.How To changing bone plate怎样换骨碟11.How to change ashtray怎样换烟缸12.Up sell Dessert推销甜品13.How To Present Bills怎样给客人递帐单14.How To Process Payment Charges - Cash / Credit / Room Guest And Present Change 如何为客人用现金/信用卡/挂房帐方式结算？15.How To Thank Guest And Bid Guest Farewell感谢并欢送客人16.Table Clearing and Re-setting When all Guests of the Party are Gone客人离开后收台摆台17.Lunch Service午餐服务18.Service A-La Carte Dining大厅服务19.Family Style Service家庭式服务20.PDR Service厅房服务21.Face towel香巾22.Serving Whole Fish服务鱼23.How To Serve "Hua Tiao Wine”怎样服务花雕酒24.How To Serve "Mao Tai"怎样服务茅台25.Serving Food on table where there is insufficient space 餐桌上没有足够的空间服务26.Scarves Service披肩服务27.How to handle Lazy Susan转盘的操作28.Checking On Service检查服务29.Handling Guest Enquiry如何处理客人询问munication During Service服务期间的沟通31.Relaying Guest Complaints to Service Leader将客人的投诉汇报给领班32.When the Restaurant is Full当餐厅客满时33.How To Take Reservation Over The Phone接听电话预定34.How To Answer Calls如何接听电话35.How To Place Calls On Hold处理来电等候36.How To Transfer Calls转接电话37.Taking a Reservation / Special Request and Entering it in the reservation book 接预定/特别要求38.Reconfirming Reservation确认预定39.Cancellation of Bookings取消预订municating with the Service Leader和主管的沟通munication special guest information to the staff将客人的特殊信息传达给员工42.Assigning Tables under Reservation根据预定分派桌子43.Hostess Opening duties领位开档职责44.Head Pantry Supervise the MISE-EN-PLACEHEAD PANTRY负责准备的工作45.Head Pantry Pre-check all private function menus with the chopper section HEAD PANTRY 提前和沾板主管确认所有厅房的预定菜单46.Check all dishes at the pass from the kitchenHEAD PANTRY 在出菜前检查所有菜品47.Head Pantry Special condiment preparation for the VIP RoomHP 给VIP 房准备特殊的汁酱48.Head pantry Closing DutiesHP关档职责49.How to Handle Wrong Order如何处理错误的点单50.Supervising Waiter Performance According to Standards监督服务员的标准符合规范51.Controlling guest checks控制客人的帐单52.Station Check检查服务台rmation requires to notify to the server during briefing每日例会信息传达54.Menu control maintenance菜单的控制保养55.Dealing with Special guests, Elderly, Handicapped Difficult to Please 和特殊客人的接触56.How To Change flowers如何换花57.How To Clean And Dust Chair如何对座椅进行清洁和除尘58.How To Clean And Refill Sugar Bowl如何清洁糖缸并向里续糖59.How to prepare set Salt and pepper shakers如何准备餐桌上的盐瓶和胡椒瓶60.How To Polish Glassware如何擦亮玻璃器皿61.How To Polish Cutlery & Stainless Steel怎样擦餐具62.Ways to keep bar clean and meet request怎样保持酒吧干净及符合卫生要求63.Standard of order western food in Summer Palace在中餐厅点西餐菜肴64.Standard Bar Set Up厅房酒吧摆放65.Pantry Station传菜间服务台66.Station Set Up服务台摆台67.Handling Operating Equipment / Storage / Care 操作运行设备/储存/小心谨慎68.How to deal with breakage?如何处理发生破损的情况？In general, the Hostess is to meet and greet the guest at the reception area. If the Hostess is held up in the restaurant, then it is the function of the manager, asst. manager or supervisor to greet the customer and show him to his tale. One should never tell a customer that the restaurant is full with a little effort it is always possible to find some ways to satisfy everybody.如果领位员在带客人，那麽问候和带客人入座就是餐厅的经理和领班的职责。
当餐厅客满时，不要只是告诉客人餐厅已满，因为总是可以努力找到一些方法让每位客人满意。
1、Ask a guest approaches, greet guest immediately客人走近餐厅时，主动问候Service staff must greet guest first. Guest must be acknowledged within 10 seconds服务员要先主动问候客人。
客人在到达餐厅的10秒钟内被招呼到The first impression is very important to guest第一印象对客人至关重要2、Say "Good afternoon, Mr Tim welcome to...."“下午好，提姆先生，欢迎到中餐厅”Show deference to guest对客人表示敬意3、Inquire about guest's needs by saying, "How may I help you?"询问客人需要“请问需要帮忙吗？”Smile and use eye contact. Be natural but sincere微笑并有目光交流，自然而真诚To show our professional appearance展示我们的专业形象4、If guest wants to dine in, ask if he / she has a reservation如果客人要用餐，问他/她是否有预定Guests with a reservation should be led to the table within 1 min of arrival如果客人有预定要在客人到达后1分钟内带客人入座To avoid needless duplication避免不必要的重复5、If yes, give verbal acknowledgment. Check in the reservations book and lead guest to the assigned table如果有预定，口头承诺，查看预定本并引领客人如座Confirm the reservation simply进行简单的确认6、If not, ask guest for the no. guests expected and his / her preferences in the location of the room. Check for table's availability from the RoomSet-up Plans如果没有预定，询问客人人数，客人喜欢的桌子的地方。