西餐厅员工培训资料(客人忌讳的五十项基本须知).doc

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1、西餐厅员工培训资料TrainingmaterielforWesternRestaurantstaffThe50basicswhattheguestsgetupsetovermorethananythingelse客人忌讳的五十项基本须知1.Whenaashtrayhasmorethan2buttsinthem.烟灰缸里积有两个以上的烟头2.Whensaladsareroomtemperature.沙律是温的3.Whenwaterglassesarenotautomaticallyrefilled.没有主动地添水4.Whennotfo

2、odandbeverageisservedoncoldplatesorincoldcups.盘（杯）盛热菜（热饮）5.Whenhotfoodisnothotandcoldfoodisnotcold.热菜不热，冻菜不冻6.Whenthetelephoneringsmorethan3timesbeforebeinganswered.电话响了三次而没有人接听7.Whenaguestgetsputonholdformorethan30seconds.接通电话后，要客人等了半分钟之久8.Whendishesorglassesarechippe

3、d.杯碟有缺口9.Whensilverontablesisspottedortarnished.上了台的银餐具有污点或色泽晦暗10.Whenglassesarestreaked.(Holdthemuptothelightandyouwillsee)水杯有花纹（将水杯放在光亮处即可见）11.Whenmenusorplacematsareripped,stainedorsmudged.菜牌或台垫有撕纹、污物或污迹12.Whenbreadorrollsarestalearoundtheedges.面包边干瘪欠新鲜13.Whentherea

4、renotenoughmenusforthecustomers.没有足够的菜牌14.Whencondimentbottlesarenotfullandarecoatedattheneck.调味品的瓶子不满，瓶口淤物堵塞15.Whenguestswaitfor3minuteswithouthavingadrinkorder.客人等了三分钟没有人问酒水16.Whenfoodsitsinthewindow(kitchen)waitingtobepickedup.厨房的菜做好了没有及时拿走17.Whenwerunoutofchina,sil

5、verorglass.瓷器、银器及水杯供不应求18.Whensilverissetcrookedontables.银器摆设不正19.Whenthetabletopisnotpictureperfect.台面摆设不协调20.Whensugarbowlsaredirtyinside(takethesugarcubesoutandlookinside)糖盅内肮脏（取出糖块检查里面）21.Whensaltandpeppersaregreasytotouchorhalfempty.椒盐瓶油腻沾手或半满22.Whenwerunoutofanyi

6、teminanybarorrestaurantatanytime.餐厅、酒吧的食品供不应求23.Whenservicepersonnelhavethe“I’mdoingyouafavour”attitude.服务人员抱着“我不过有帮忙罢了”态度24.Whenbanquetsorcoffeebreaksstartlate.宴会或咖啡小休开始晚了25.Whensoftdrinkscomeoutofthesystem“flat”.有汽的饮料走汽26.Whendebris.bitsofpaperandfoodisnotimmediately

7、pickedupfromthecarpetsorfloorsinrestaurantandbars.地上的纸屑和杂物没有立即捡起27.Whentraysstayat,thestationforalongtime.托盘杂物在备餐台停留28．Whenrestaurantsandbarsopenlateorcloseearly.(Regularhoursareprintedandpostedallthroughthehotelandguestrooms).餐厅和酒吧迟开早关。（与出示牌所写的不符）29.Whenaguestpaystopd

8、ollarsforqualityfoodandbeverageanddoesnotgetit.客人付了钱而得不到相应的食（饮）品。30.Whenaguestordersthedescriptiononthemenuandgetssom