Western restaurant service case

Western restaurant service process-pre-meal service-after the guests order, the waiter should repeat it, then take back the menu, put away the napkins and enter the order. In-meal service process includes serving, table patrol, wine service, cigarette lighting service and wine service-1. Pick up mouthparts, cups and bottle openers from the bar.

Show red wine to guests

When opening red wine, the bottle should be tilted. Don't block the brand of red wine with your hands. Do not move the bottle. After opening the red wine with a bottle opener, pour a fifth glass for the guests to taste.

4. Every time you pour a glass of red wine, the bottle mouth should be rotated 90 degrees clockwise to prevent the remaining wine from splashing down, and there is also the service of wiping the beer on the bottle mouth-slowly pour the beer first, and the speed should be faster when it is halfway down. A glass of standard beer should be poured to 80% beer, and 20% beer should be bubbled when guests complain.

When a guest complains, you should listen carefully to the guest's complaint, try to calm the guest's heart, try to make the guest feel that you are helping him solve the problem, analyze the guest's accommodation problem and respond immediately, reach a * * * with the guest to satisfy the guest, and follow up the implementation of remedial measures.

Room service.

< 1. > Listen to the list

Answer the phone [the phone rings three times to answer the phone]

2. According to the prescribed language [Hello, this is xx Western Restaurant. Can I help you? ] 3. Listen carefully and record accurately. 4. Ask the guest's name, number, requirements, room number and delivery time and make records. 5. Repeat the recorded content to get the guest's confirmation, and report the time to the guest room. 6. In the process of ordering food by telephone, the orderer should use polite language with a soft tone and be able to provide ordering service in English.

< 2. > be sure to write down the room number clearly when you check out, and be sure to indicate the checkout time. If you have special requirements, you must specify them in detail.

< 3. > prepare [food delivery] 1. Prepare in time according to the content and quantity of the guest's order. 2. Check with the cashier whether the amount is correct, and ask the bill collector whether to hang the room account or collect cash, and ask the bill collector to sign. Put the dishes prepared by the kitchen on the tray and pay attention to its temperature. 4. Check the integrity of seasoning tableware. 5. Make food delivery records:

< 4 > dinner collection 1. Check the reservation record and confirm the room number. 2. Breakfast, call to collect tableware half an hour after supper; Call to collect tableware for an hour after lunch and dinner. 3. Greet the guests, introduce yourself, ask the guests if they can collect the tableware in the room, and see if it is possible to sell it again, and ask the guests how satisfied they are with the delivery. 4. Knock on the door or ring the doorbell, introduce yourself as a waiter in the room delivery department, greet the guests, and enter the room to get food after the guests agree. 5. Quickly clean up dirty tableware and check the quantity and completeness of tableware. When the guest is not in the room, please ask the floor attendant to open the door to collect the tableware. 7. When the guest is in the room, ask the guest if he has other requirements and say goodbye. You can go by yourself/glyy/cygl/ctfwlc/200905/15546.html.