本文内容为JW酒店品牌中餐厅服务流程，可以做为参考使用！

餐厅服务流程

1.领位站在门口迎接客人，必须先面带微笑热情的与客人打招呼“欢迎光临、中好(晚上好），**先生（**小姐）。”然后问客人是否订过位，如有预订的立即带客人入座，没有订过位的问清楚客人的人数及是要吸烟区还是禁烟区，然后指引客人入座，注意和客人保持3-4步的距离，可以在领位的过程中询问客人的姓名。

Hostess should greet guests in front of the entrance of therestaurant. She should welcome guests warmly withsmiles, greet them with“Welcome”,“Good Afternoon, Sir/Madam” or “Good Evening, Sir/Madam”. Then she has to checkwhether a reservation has been made. In case there is a reservation, the guests are tobe led to the assigned table. For guests who have not made a reservation, shehas to ask the guest’s name, the total number of guests, where the guestsprefer a table, in smoking area or non-smoking area. Then, she canlead the guests to the assigned table. Remember to keep a 3-4 steps distance ahead of the guests.

2.领位带客人到位后，首先为客人拉椅子，然后打开菜单双手递给客人，并为客人打开至少一块口布，并祝客人用餐愉快。在告诉服务员客人的姓名后，速回门口的领位台，并作登记。

When the guestshave taken their seats at the assigned table, hostess should serve guests following the procedures below:

-Pull the chairsfrom the table for guests,

-Open the menu and give the menu to guestswith both hands,

-Unfold at least onenapkin,

-Say “Have a nicelunch/dinner!”

-Tell servers the name of the guests to beserved,

-Then go back to the hostess desk and register the guest’sname.

3.领位带领客人在入座的过程中，服务员应用5/15原则，热情的和客人打招呼，并做好准备为客人拉椅子。领班在接到领位的提示后应迅速告诉区域内服务员客人的称呼。服务员在为客人拉完亦子后应站在客人的右手边，为客人打开口布，第一时间为客人送上毛巾及小食并询问饮料及茶，客人如脱外套，应帮助客人挂衣服套上衣套，在桌上摆放公筷，茶壶放在暖茶器上。

While hostessis leading the guests to the table, servers should use the 5/15principle – to welcome and greet the guests warmly andbe ready topull chairs for them. Head server has toinform servers of the assigned area the name of the guest once he is notifiedof the assignment. Servers then should follows the procedures below when guestsare around the table:

-Pull out the chairs for guests,

-After informed by hostess, all staff should greet the guests by name,

-Unfold the napkin on right hand side of guests,

-Place the wet towels and snacks onthe table,

-Ask the beverage and tea favoured by guests (Try to make recommendations),

-If guests want to take off his coat, server should hang it on the chairwith a coat cover to protect the coat,

-Place the “Public-chopsticks” on the table,

-Put the teapot on tea-warmer.

4.服务员在询问饮料时，应以选则性提问来点饮料，例如：“请问您要来点红酒还是啤酒？”，“请问您要西瓜汁还是橙汁”，“ 请问您要来杯依云还是巴黎水”等，增加饮料推销。

When asking about the drinks, the server should use the up-sellingtechnique by asking questions in terms of choices:

“Would you like to take a glass of red wine or cold beer, Mr. XX?”“Would you like to order a glass of watermelon juice ormango juice, Mr. XX?”“Would you like a bottle of Evian orPerrier, Mr. XX?”

5.迅速为客人递上所点饮料，领班随时准备好为客人点菜，等客人做好准备，领班可为其点菜，点菜前应先了解当日急销的菜、是日例汤，如果是常客。必须了解并记住常客的喜好，便于有针对性的介绍。点菜过程中，要注意推销，避免做“录音机”，点完菜后一定要Repeat order。

All drinks should be served within 5 minutes. When guests seem to be ready to make orders, servers should approach the table and take theorders. All staff should know which items should be pushed and the daily soup beforehand.

-The server must be aware of the preferences of regular guests so appropriaterecommendations can be made.

-Don’t only say “Yes”, server must make some recommendations.

-When orders are taken by server, repeatorders to guests.

6.领班在点完菜后，应立即将菜单输入电脑，以便厨房准备，有任何特殊要求必须第一时间告诉厨师。

Afterthe guests have ordered the food, orders must be sent to the kitchen immediately. For special requests, must inform the kitchen in-charge atonce.

7.服务员应随时不断巡查，及时的为客人添茶加水，注意客人是否需要加饮料，服务过程中要使用“Savvy Language”。

Servers must walk around the table frequently checking theneeds of guests – tea and drinks should be refilled in time.When serving guests, remember to use “SavvyLanguage”. Never gossip and chip-chat with staff in restaurant.

8.传菜员将菜传至桌边时，服务员应先在桌面上移出上菜的位置，双手上菜，注意不能将手指碰到菜，所有有盖的菜要先上桌再打开盖，并放入公勺，清晰的报菜名并说“请慢用”。

While food runner delivers the food to the table:

- Server should make some space on the table for the food.

- Put the food on table with two hands.

- Fingers should never touch the food.

-For dishes with covers, open the dish-cover after the dishhas been placed onthe table. Place a public spoon into the food.

- Clearly inform guests the name of the dish and say “Mr. XX, please enjoy your lunch/dinner”.

9.服务员在上菜时必须注意:

- 菜不能在客人面前放成一排。

- 上鱼时，鱼头不能不能对着客人。

- 如果桌上有转台，必须遵循“二对称、三三角”的原则，利于客人夹菜。

- 所有酱料必须跟Tea spoon。

- 女士优先。

- 服务员上完任何一道菜，应核对点菜纸，划去所上菜肴，避免有遗漏。

When serving the food, server must pay attention on:

- should not be placed along “One line”.

- Fish head should not face guests.

- For dishes on “Lazy-Susan”, dishes should be placed evenly to allow easyaccess.

- All condiments and sauces must be served with teaspoon.

- Always serve ladies first.

- After serving the course, server must check the captain-order andcross the served item to avoid any mistakes.

10.服务员要注意勤换骨碟，特别是有汤汁的菜或是有骨的菜，应在客人每吃完一道要尝另一道菜时，必须先为客人换骨碟。

Keep changing the dirty plates, especiallyafter serving dishes with sauces or bones. Change a new plate before serving anew dish.

11.所有的菜都应遵循一定的秩序上，服务员要控制好上菜速度及节奏，既不能太快也不能让客人等。从冷盆、片皮鸭或白灼虾，刺身、沙律等菜为头盆，然后上汤或翅。热菜先上鲍鱼、龙虾等高价菜，再上炒菜、鱼、蔬菜、主食。最后为水果、甜品。

Dishes must be served in the correct sequence – cold dishesbefore hot dishes; sweet dishes last. Server must control the speed and the pace – not too fast or too slow –and minimize waiting time.

12.需要用手剥或拿的菜，要及时为客人更换毛巾。

If food is consumed byhands, change towelswhen needed and serve finger bowl on side.

13.客人用餐完毕，在上水果、甜品前，服务员应先征询客人意见是否可以为其彻台，如果客人要打包，可以为其提供打包服务，不需要的话，先收台面中间的菜及酱料，最后收客人面前的家私。清理完毕后，铺上台心布，以保持桌面整洁美观，再上刀叉，再次为客人更换毛巾。

After the meal and beforeserving fruits or desserts, server should ask the guest whether hecould clear the table. If guest requests taking away the leftoverfood, pack the food. If no packing service is needed, clear table as thesequence below:

-Clear the dishes in the middle of the tableand condiments first, followed by silverware and chinaware.

-Place a clean place-map or napkin on the table to make thesetting tidy and clean.

- Set the dessert knife and fork.

- Change new towels.

14.客人吃完甜品水果后，收去台面除茶杯外的所有家私，并收去口布和毛巾。

After finishing the fruits and dessert, all table setting should becleared including napkins and towels, with the exception of teacups andglasses.

15.用餐过程中，服务员应注意随时观察客人，并提供细微的服务，如点烟。勤换烟缸，烟蒂不能超过2个。

During the meal, server must keep smilingand provide an attentive service,such as lighting thecigarette. Change the ashtrays frequently. No more than two cigarette butts inside ashtray.

16.在客人用餐过程中，领班应多询问客人的意见，并及时向厨师和经理反馈，与客人交换名片，以吸引回头客。

When servingguests, manager andsupervisor must ask the guests comments from time totime and reflect to manager and chef-in-charge immediately. Try to exchange the business cards to encouragenext patronizing.

17.提前为客人准备好帐单，并检查避免出现错误，在客人要求买单时，第一时间为客人递上帐单，如客人用现金结帐，应当面点清数额，如有找零应合上帐本，放在客人手边, 退后一步，并向客人致谢。

Prepare the guest check in advance. Double-check to avoid any mistakes. When guests askfor the bill, deliver the bill immediately. If cash is paid, count the sum of moneybefore the guest. All changes should beput inside thebill-folder that should be placed next to the guest’s hand. Server should then step back and thank guests.

18.客人准备起身离开时，服务员应为客人拿去椅套，并拉椅子，同时检查是否有客人遗忘的物品及时提醒客人，送别客人，并向客人致谢。

When guest stand up and want toleave, take away the chair cover and return the coat. Pull out chairs. Check any leftover things on or around the table; warn guestsif something is left. Say “Thank you and good afternoon/good night”.Lead guest to the exit, staircase or lift lobby.