餐饮部西餐厅标准作业流程

STANDARD OPERATION PROCEDURES

标准工作程序

WESTERN

RESTAURANT

西餐服务

西餐厅标准作业流程

Western Reataurant Standard Operation Procedure

目录

Catalog

1 自助早餐服务程序Breakfast Buffet Procedure

2 送餐服务程序Room Service Procedure

3 自助正餐服务程序Lunch and Dinner Buffet Procedur

4 零点服务程序 A – LA - CARTE Service Procedure

5 开餐前的准备工作程序Peparative Procedure

6 迎接客人服务程序Received Guest Procedure

7 拉椅入座服务程序Seating The Guest Procedure

8 冰水服务程序Served Ice Water Procedur

9 餐巾服务程序Served Napkin Procedure

10 递酒水牌服务程序Presenting Beverage List Procedure

11 移走额外餐具服务程序Taking Unused Tableware Procedure

7、收台

a、检查客人是否有遗留的物品

b、客人走后先将椅子归位，保持餐厅整体美观

c、迅速将台面的餐具撤走

d、擦拭桌面及边沿，确保无污渍

e、打扫餐椅，不可留下异物

f、重新摆台

自助早餐服务程序

Breakfast Buffet Procedure

一、摆设餐位

a. 餐巾 g. 花瓶

b. 主刀 h. 水杯

c. 主叉 i. 烟缸

d. 汤勺 j. 盐瓶

e. 面包盘 k. 胡椒瓶

f. 黄油刀

自助餐食物台上的物品：莲花座，咖啡勺，公羹，自助餐炉，汤盅，甜品碟，餐碟，沙拉碗，食品夹，筷子，瓷勺等

二、准备和布置

a、提前20分钟加热(90°)自餐台上的食品（大夜班）

b、检查自助餐台：餐具用具、菜肴、菜牌

c 迎宾员在餐厅门口迎候

d、服务员做好工作交接，检查各自区域的用品，餐具是否齐全

e、服务员做好工作柜、工作区域的卫生工作

三、服务程序

1、迎宾

a、客人迎面走来三米六齿微笑迎候

b、距离2米时，向前一步问好

Good Morning Sir\Madam How are you (today)?

◆如果餐厅满座：

Sorry Sir,Our restaurant is fully seating now. Please wait a moment!

Could you wait in line until a table is available ,please?

I will call you when have a table available.

Thanks for your understanding!

c、询问客人是否住店，并核对房号和姓名

May I have your room No?

May I have your welcome card?

May I have your name?

May I have your voucher?

d、为客人寄存大件行李

Excuse me sir\madam, could We save your baggage in the bar?

Would you please wait a moment here?

e、迎领客人到满意的座位

This way please !

Could you follow me please?

A table for 4? Are you 4 people?

How many people, please?

Would you like to seat smoking area or non smoking area?

How about this table?

Would you like to seat this table?

◎如果该位置已经有客人了：

Excuse me ,sir. This table had somebody steated!

Excuse me ,sir. This table already reserved!

f、为客人拉椅让座

g、需要买单的客人，可以问客人是否先结账

Would you mind sign the bill now?

May I bring the bill for you now?

3、问咖啡或茶

a、看台服务员及时上前，询问客人要咖啡或茶

Good morning sir\madam Would you like some coffee or tea?

b、告知客人取餐方位及饮料方位

We have very nice breakfast buffet, please take yourself .

Juices and the other drinks are over there

4、服务

a、客人开始用餐要随时将空的、客人不用的餐盘或餐具撤下

Excuse me sir\madam May I take it?

b、为客人更换烟缸（最多两支，没人吸烟时一支也要更换）

Excuse me , sir\madam. May I change the Ashtray for you?

c、客人每次取餐回来，要为客人拉椅让座

d、及时清理客人餐桌上的多余物品，更换脏的面包盘

Excuse me. sir\madam , May I clear your table?

Excuse me .sir\madam, May I change the plate for you?

e、为客人添加咖啡或茶

Excuse me. Would you like more coffee or tea?

f、为客人及时添加以撤走的餐具及用品，尤其是糖和奶

g、留意客人的随身物品，手机等重要及用品应提醒客人随身携带Excuse me Sir\madam. Would you please care your phone and baggage?

5、结账单

a、留意未含早餐及未住店的客人，避免跑单

b、请客人结账或簦单

Excuse me sir/madam, would you please check the bill?

Please sign your name and room NO .here?

May I see your room card ? Would you please show me your room card?

6、送客

a、客人起身离开时，主动为客人拉椅

b、提醒客携带随身物品

Would you please check your baggage .

C、向客人致谢、道别、祝福

Thank you, good bye

Have a nice day, sir/madam

Have a good day

7、收台

a、检查客人是否有遗留的物品

b、客人走后先将椅子归位，保持餐厅整体美观

c、迅速将台面的餐具撤走

d、擦拭桌面及边沿，确保无污渍

e、打扫餐椅，不可留下异物

f、重新摆台

送餐服务程序

Room Service Procedure

1、接听电话标准

（1）最多在三响之内要接起电话

（2）立即记下客人的致电时间和房号

（3）左手拿听筒，右手拿笔，准备好草稿

（4）语言标准：

●Good morning /afternoon/evening，Room Service，***speaking 您好，送餐部（5）打出电话时也要报上部门名称和姓名

●Good evening, here is Room service. It's Tim calling. .May I…

您好,这里是送餐部,我是Tim ,我可以.…

(6)TO stress guest name 要尊称客人的姓名

(7) Take to order and repeat the order 每接一个Order都需要重复一遍落实

(8) 结束后还需全部重复一遍May I repeat your order?

（9）告知客人制作菜肴的时间Your dishes will be served after XX minutes 2、开单、送单

（1）记下开单日期、时间、房号、用餐人数、开单人姓名

（2）写清楚每个食品的数量

（3）写上客人所点食品所点食品的英文名称、所配汁酱、特殊要求等

（4）重复每一道点单，确认是否无误

（5）开好单后，需给收银加盖印章

（6）送单入厨

3、送餐准备工作

（1）厨房在制作菜肴时需将一切物品备好

托盘、餐具、用具、调料、餐巾、盐胡椒、牙签、帐单（同时询问收银是否可以挂帐）等（2）所有食品必须加餐盖或包上保鲜膜

（3）将所有菜肴、餐具及用品记录在送餐登记本内（也可在送餐回来后登记）

4、送餐

（1）保证菜肴的温度，若太多可以分批送入客房

（2）送餐途中应快速且平稳，不可将菜肴或汁酱打翻或洒落

5、进入客房

（1）站在距离门口1米的位置

（2）目视房门瞳孔，面带微笑

（3）敲门三下，两快一慢，切记不可急促

（4）报出部门名称：Room Service,客房送餐

（5）若客人未开门，每隔5秒时间重复一次步骤

（6）三次后，客人仍然无应答，

（7）按两声门铃，报出部门。若仍无应答，应将食品移到电梯间工作台上，打电话到O/T处寻求帮助

（8）客人开门时再次问好

● Good evening, thank you for waiting, your dishes ready, may I come in?

你好，让您好久等了，您的菜肴可以帮您送进来吗？

（9）客人同意后，礼貌地进入客房，房门不可关上

6、服务菜肴

（1）根据情况选择一个适当的地方（书桌、茶几…）并询问客人：

●Excuse me, may I put on your table?我可以帮您把菜放在桌子上吗？

● Excuse me, where would you like to have your meal?

请问您要把它放在哪里呢？

（2）若客人选择的地方有客人的私人物品，应该礼貌的请客人将其稍微移动一下，切不可在客人未允许的情况下私自移动物品

● Could you move these asides to put down the tray?

(3) 打开每个菜盖并报上菜肴名称、汁酱名称及用途

7、结账

（1）双手将帐单打开，递向客人

（2）告诉客人帐单金额，可付现也可挂帐：把笔递向客人，并请客人签单

●It?s total 68RMB●Could you please sign your bill?

(3)向客人道谢： Thank you sir ！

8、道别

（1）请客人慢用● Hope you enjoy your meal!

(2) 问客人大概多久可以来为他收回餐具● When can I take back the tray/trolley?

(3) 先后退两步，再转身走到门前，再次转身面向客人，退出房门

（4）向客人道别，轻轻的将门关上● Good night! ● Have a nice day (5) 将您的微笑一直保持客人看不到你的时候

9、客人意见

(1) 在送餐后30分钟，致电客人房间，查阅客人意见及问客人可否回收餐具

(2) 按照送餐的服务程序礼貌礼节操作

（3）回收的餐具应该用干净的口布或台布遮盖好

（4）在送餐登记本上登记回收的餐具

自助正餐服务程序

Lunch and Dinner Buffet Procedur

1、准备

a、提前20分钟加热(90°)自餐台上的食品（大夜班）

b、检查自助餐台：餐具用具、菜肴、菜牌

c 迎宾员在餐厅门口迎候

d、服务员做好工作交接，检查各自区域的用品，餐具是否齐全

e、服务员做好工作柜、工作区域的卫生工作

2、迎接客人

a、客人迎面走来三米六齿微笑迎候

b、距离2米时，向前一步问好

Good Morning Sir\Madam How are you (today)?

◆如果餐厅满座：

Sorry Sir, Our restaurant is fully seating now. Please wait a moment!

Could you wait in line until a table is available , please?

I will call you when have a table available.

Thanks for your understanding!

c、询问客人是否有预定

Do you have a reservation?

d、询问客人是要用自助餐还是零点

Would you like to take a la carte or buffet?

e、迎领客人到满意的座位

This way please !

Could you follow me please?

A table for 4? Are you 4 people?

How many people, please?

Would you like to seat smoking area or non smoking area?

How about this table?

Would you like to seat this table?

◎如果该位置已经有客人了：

Excuse me ,sir. This table had somebody seated!

Excuse me ,sir. This table already reserved!

f、为客人拉椅让座

3、推销酒水或饮料

a、看台服务员及时上前，询问客人是否需要酒水或饮料（非自助餐已含的）

The coke not included the buffet. Would you mind?

d、客人不点时，询问需要什么饮料（自助餐已含的）

Our buffet included orange juice。what would you prefer? I can bring it for you。

c、斟倒冰水

d、告知客人取餐方位及饮料方们

We offer very nice buffet, please help yourself(作出指引方位的手势)

e、The dish will be coming soon, please wait a moment!

4、服务

a、客人每次取餐，将其餐巾折叠整齐，干净的朝外，回来时要为客人拉椅.

b、客人开始用餐后要随时将空的、客人不用的餐盘或餐具撤下

Excuse me, sir/madam, May I take it?

c、为客人更换烟缸（最多两支，没人吸烟时一支也要更换）

Excuse me, sir/madam。May I change the Ashtray for you?

d、及时清理客人餐桌上的多余物品，更换脏的面包盘

Excuse me, sir/madam, May I clear your table?

Excuse me, sir/madam, May I change the plate for you?

e、及时为客人添加冰水及饮料

Excuse me, would you like more water/drink, sir/madam?

f、为客人及时添加撤走的餐具及用品

g、客人用到甜品时，征得客人同意后，将不要的餐具全部撤走，整理桌面，并将甜品

叉

勺摆放在正确位置

h、客人用水果时应将甜品叉勺换下，摆上新的水果刀叉

i、留意客人的随身物品，手机等贵重物品应提醒客人随身携带

Excuse me sir/madam, would you please care your phone and baggage?

5、结帐单

a、留意需要买单的客人，避免跑单

Excuse me sir, I forgot to showing the bill for you.

b、请客人结帐或签单

Excuse me, sir/madam, would you please check the bill?

How would you like your bill, pay cash , sign bill or credit card?

◎签单：房号（公司）→确定是否可以签单→请客人签单→核对笔记

Please sign your name and room No(your company). here?

May I see your room card?

Would you please show me your room card?

Excuse me, sir! I am sorry! Because you deposit not enough ,

so you do’t chalk it up .

Would you please wait a moment, let me check your signature.

◎买现：

Thank you sir! Here is your change and receipt!

6、送客

a、客人起身离开时，主动为客人拉椅

b、提醒客人携带随身物品

Would you please check your baggage?

c、向客人致谢、道别、祝福

Thank you, good bye.

Have a nice day/evening, sir /madam.

7、收台

a、检查客人是否有遗留的物品.

b、客人走后先将椅子归位，保持餐厅整体美观

c、迅速将台面的餐具撤走

d、擦拭桌面及边沿，确保无污渍

e、打扫餐椅，不可留下异物

F、重新摆台

零点服务程序

A – LA - CARTE Service Procedure

1、迎接客人

a、客人迎面走来三米六齿微笑迎候

b、距离2米时，向前一步问好

Good Morning Sir\Madam How are you (today)?

◎如果餐厅满座：

Sorry Sir, Our restaurant is fully seating now. Please wait a moment!

Could you wait in line until a table is available , please?

I will call you when have a table available.

Thanks for your understanding!

c、询问客人是否有预定

Do you have a reservation?

d、询问客人是要用自助餐还是零点

Would you like to take a la carte or buffet?

e、迎领客人到满意的座位

This way please !

Could you follow me please?

A table for 4? Are you 4 people?

How many people, please?

Would you like to seat smoking area or non smoking area?

How about this table?

Would you like to seat this table?

◎如果该位置已经有客人了：

Excuse me ,sir. This table had somebody seated!

Excuse me ,sir. This table already reserved!

Excuse me sir. But I could have to move you to another table.

This table is already occupied(占领).

◎如果位置很脏：

Would you please wait a moment ? We …ll clean the table for you now.

Please collect your dishes, we?ll cleaning your table during your collecting. ◎如果客人想合坐：

Would you mind sharing your table with somebody.

Another guest wishes to join this table, can?t you?

Would you like put two tables together?

Could you move along one seat , please?

f、为客人拉椅让座

2、递送酒水单，推销酒水或饮料

a) 看台服务员及时上前，询问客人是否需要酒水或饮料

I will show the wine list for you soon. 1 minute please.

Good evening, sir/madam. Would you like some drink first?

Here is drink list, Please take your time to look the list.

Would you like some aperitif?

Would you prefer wine or soft drink with your dinner?

What kinds of drink would you like to have? Soft drink , Juice or Wine?

b) 斟倒茶水，客人不需要时，将高脚水杯撤走

c) 斟倒茶水，客人需要时：

所有热水热茶全部用咖啡套具服务（温度高，用杯柄以防客人烫伤）

所有温水或冰水全部用玻璃杯具配杯垫服务

3、点酒水

May I take your order now?

4、递送菜牌

a) 先女士后男士，先宾后主

b) 在客从的右侧

c) 给客人时间看菜牌，不要急于点单

Here is your menu. Please take your time to look the menu, I?ll be back to take your order.

Please take your time, we are always in your service.

Take your time to look at the menu. Please call me when you are ready to order.

d) 离开之前向客人表示感谢

Thank you sir/ madam.

5、铺餐巾、蜡烛

a) 先女士后男士，先宾后主

b) 在客人的右侧

c) 晚餐时为客人点燃蜡烛

6、上饮料或开胃酒（可由另一同事协助）

a）先女士后男士，先宾后主

b）在客人的右侧

c）上饮料时要提醒客人

Excuse me sir/madam, here is your﹍﹍,please enjoy!

d)上饮料时报出饮品及配料名称

7、点菜

a)准备好点菜时用的便签和笔，并用“十字架”简单区分客人所坐的位置

b)当客人需要点单时，及时上前询问是否可以点菜

Excuse me, May I take your order now?

Are you ready to order now?

Are you in a hurry, sir?

Have you decided on something?

And to follow ?

Do you have any special requirements?

Are you on a special diet?

c)为客人介绍及推销菜肴

Appetizer﹍soup﹍main course﹍dessert﹍coffee or tea

1 ) Appetizer

What would you like to star, How about salad?

What kinds of appetizer/salad would you prefer?

Would you like to try today’s special?

I will recommend Chef’s Salad for you, it’s a best salad in our menu.

What kinds of dressing would you like with salad?

We have Thousand Island dressing, Italian dressing and Vinaigrette.

2) Soup

What kinds of soup would you like?

How about soup?

We have choice of cream soup and classical Russian Botch soup, which one would you prefer? 我们这里有自选奶油汤和传统的俄罗斯蔬菜汤……

How would you like your …? 请问你的xx是怎么做的？

3) Main course

How about your main course?

What kinds of main course would you prefer?

◎牛扒（种类、几成熟、配什么汁酱）

What kinds of steak would you like?

We have New-Zealand T-bone Steak and New-Zealand Sirloin Steak.

How would you like your steak ? Medium, Medium well or well done?

What kinds of sauce would you like with steak?

We serve Black Pepper sauce , Mushroom sauce and Red Wine sauce.

◎意大利面（种类、汁酱）

What kinds of Pasta would you like?

We have Spaghetti, Rigatoni, Penne, Fettuccine and Fusilli.

What kinds of sauce would you like with Pasta?

We have Bolognaise, Napoletana, Carbonara and Marinara.

4) Dessert(可以在用餐后再点)

Would you like some dessert?

Would you like some dessert after your meal?

Would you care for a dessert , sir?

5) Coffee（可以在用餐后再点）

Would you like some coffee after your meal?

Would you like your coffee now or later?

d) 记录客人所点的菜肴、配料及特殊要求

e) 重复客人的点单（配以手势表示您所复述菜肴的客人大常委会）

May I repeat your order?

Let me repeat order for you.

f) 若客人所点的菜肴过多或过少，应提醒客人

I think these dishes is enough?

I think these dishes are too much for you , I suggest you cancel﹡﹡﹡

I think it is not enough for you, would you like to order some more dish?

g) 告知客人的第一道菜肴的上菜时间

Your first dishes will be served in﹡﹡minutes

h) 若客人所点的菜肴所需制作时间较长的，应给于提示

The pizza wants long time to prepared, would you mind to waiting it?

Could you wait a little longer , please?

8、再次推销酒水

a) 点菜后，根据客人所点的菜肴，向客人推销餐酒

Would you like some wine with your steak. That is will be better.

If you take a glass of red wine your T-bone, I think your dinner will be coming to better.

The wine is our special recommendation, Would you like to try ?

It’s serving by glass or bottle.

Would you like to try local beer or imported beer?

Sting Tao beer is famous Chinese beer, would you like to try?

Would you like your tea strong or weak?

9．落单

a) 迅速将客人所点的菜肴落单，通知厨房

b) 落单时应将头盘、汤、主菜、甜点分类，分类时尽可能保证第一次出菜时每位客人

都有菜

c) 落单时应对每道菜进行编号

10．上面包篮（可由另一同事协助）

a) 根据客人数量准备面包篮

b) 准备牛油，用汉碟装，一人一份，每份有两块黄油

c) 黄油碟上于客人面包盘的正前方，距离面包盘2厘米左右

d) 面包篮放地餐桌的中间，花瓶的旁边，距离花瓶1厘米左右

e) 先上牛油，再上面包篮

Please enjoy your bread.

11．撤换餐具

a) 根据客人所点的菜肴更换相应的餐具

b) 添加面包、冰水

Would you like some more bread/ice water?

c) 饮料喝到少于三分之一时，询问客人是否还要再来一份饮料

Would you like one more coke?

12．上餐酒

13．上菜

a) 上每到同类的菜时，必须所有同起的菜作好时，同时从厨房端出，并跟上相应的配

料及点菜单

b) 所有食品必须加盖，用重托的形式端送到餐厅，将托盘架放于餐桌的侧面，让客人

看到所点的食品

c) 由服务员协助上菜，先将菜盖打开，再根据点菜单上到相应客人的面前

I am sorry! I will check with chef immediately.

Thank you for waiting ,here is your …please enjoy!

Sorry to kept you waiting long time.

Here is your salad. Please enjoy!

Are you ready to have your main course now?

d) 跟上菜肴所配的调味品及汁酱

This is Italian dressing, please enjoy.

May I serve Black Pepper sauce for you?

e) 请时刻注意将菜肴的观赏面朝向客人

14．撤餐盘

a) 当所有客人都用完一道菜后才可以撤走餐盘，不可将先用完的客人撤餐盘，除非客

人要求

b) 撤餐盘时应征求客人意见，并询问客人是否可以出下一道菜

May I serve your main course for you now?

May I clear your salads, your soups is coming.

May I serve the second dish for you now?

May I take it away?

May I clear your table?

e) 撤餐盘时，将相应的餐具及配料撤去

15．上甜品

a) 上甜品前将台面整理干净，只留下饮料和冰水

Are you finish your meal, sir. May I clear your table?

b) 为客人摆上甜品叉勺

16．上咖啡或茶

Would you like a cup of coffee with your cake?

17．推销餐后酒

Would you like some brandy or whisky?

Would you like anything else?

18．结帐单

c、留意需要买单的客人，避免跑单

Excuse me sir, I forgot to showing the bill for you.

d、请客人结帐或签单

Excuse me, sir/madam, would you please check the bill?

How would you like your bill, pay cash , sign bill or credit card?

◎签单：房号（公司）→确定是否可以签单→请客人签单→核对笔记

Here is your bill,would you please sign your name here?

Please sign your name and room No(your company). here?

May I see your room card?

Would you please show me your room card?

Would you please wait a moment, let me check your signature.

Just a moment please. Let me check with computer!

Would you please sign your regular name?

How to spell your name, sir?

Excuse me, sir! I am sorry! Because you deposit not enough ,

so you do’t chalk it up .

◎买现：

Would you like separate check or just one bill?

Excuse me ,sir. But you gave me a 50-yuan note not a 100-yuan note.

Thank you sir! Here is your change and receipt!

19．送客

a) 客人起身离开时，主动为客人拉椅

Have you found everything satisfactory?

How was your dinner, sir?

b) 提醒客人携带随身物品

Would you please check your baggage?

c) 向客人致谢、道别、祝福

Thank you ，good bye.

Have a nice day/evening, sir/madam.

Hope to see your next time.

See you tomorrow!

Have a good trip.

Good night and pleasant dreams!

Good night .Have a good rest. Hope you will come back tomorrow!

20．收台

a) 检查客人是否有遗留的物品

b) 客人走后先将椅子归位，保持餐厅整体美观

c) 迅速将台面的餐具撤走

d) 擦拭桌面及边沿，确保无污渍

e) 打扫餐椅，不可留下异物

f) 重新摆台

开餐前的准备工作程序

Peparative Procedure

1.Check all the preparation, such as: the sufficient utensils, and the equipment, tables and

chairs must be set, tidy 45 minutes in advance before service begins.

在开餐前45分钟左右，检查各项服务用具、设备等准备工作。

2.Keep the flowers fresh, neat, and watering them every morning.（if using the vases, changing

the water everyday.）

保持台面鲜花新鲜，每日整理、修剪、喷水。（如使用花瓶，每天要换水）