1、Bar ServiceWarming up:who:waiter/waitressWorking place:restaurant/bar/clubService progress and practical expression：Service procedureGreet the guest and show the way.Take orders.Serve wineCommunicate with the guest.Ask for the guests opinion.Bring the bill to the guest.Say goodbye to the guest.Key p
2、oints:Pay attention to the use of polite language when greeting the guests,hostess should always remember to ask the guests about the number,reservation information,seat preference,etc.Way of expression:Have you got any reservation?How many persons?Will this table be all right?Classification of Bars
3、Classification of barsMain Bar/Cash BarGentleman BarGrand BarService BarBanquet BarClassification of Bars1.主酒吧：主酒吧：Main Bar/Cash Bar配置高端，客人可以当面欣赏调酒过程。配置高端，客人可以当面欣赏调酒过程。2.服务酒吧：服务酒吧：Service Bar相对简单，按酒水单供应，看不见调酒过程。相对简单，按酒水单供应，看不见调酒过程。3.酒廊：酒廊：LoungeA.Executive Lounge 行政酒廊行政酒廊 B.Lobby Lounge 大堂吧大堂吧 C.Mus
4、ic Lounge 音乐吧音乐吧 供应简单饮料和小食，供客人小憩、会议、聊天供应简单饮料和小食，供客人小憩、会议、聊天Classification of Bars8.绅士酒吧：绅士酒吧：Gentleman Bar/Bachelor Bar 专指在男士社交场所各种娱乐设施，专指在男士社交场所各种娱乐设施，配有台球、飞镖等配有台球、飞镖等 5.多功能酒吧：多功能酒吧：Grand Bar 多在娱乐场所多在娱乐场所4.宴会酒吧：宴会酒吧：Banquet Bar 单独为宴会设立的酒吧，临时性强单独为宴会设立的酒吧，临时性强7.茶吧：茶吧：Tea Bar6.主题酒吧：主题酒吧：Theme Bar Soda
5、 Bar/Oxygen Bar Internet Bar/Book BarThe Steps of Bar ServicesOrder,posture,etc.Label,producing area,rankKeep in mind some tipsPour wineShow to the guestOpen the bottle1.asking 2.repeat&affirm 3.place an orderTake ordersKey Points of Bar servicev在不打扰客人的情况下，呈送和添加饮料时在不打扰客人的情况下，呈送和添加饮料时要报名称。要报名称。所有的服务应
6、该从客人的右手开所有的服务应该从客人的右手开始。始。“Excuse me，Your Bloody Mary（血色玛丽）（血色玛丽）,sir/madam.”递送饮料的时候要提醒客人注意，当知道客人姓名时，就要称呼他的名字。v在拿走空杯之前一定要问客人是否需要另在拿走空杯之前一定要问客人是否需要另一杯饮料。一杯饮料。“Would you like another/one shot?”Key Points of Bar servicev客人之间讲话时不要侧身细听，也不客人之间讲话时不要侧身细听，也不要插话。要插话。不可催促客人饮酒，也不可因客人饮得过多、不可催促客人饮酒，也不可因客人饮得过多、或太少
7、、或时间太长而流露出不耐烦的情绪。或太少、或时间太长而流露出不耐烦的情绪。v热情接待所有客人，不厚此薄彼。热情接待所有客人，不厚此薄彼。客人喝醉了也不能有轻慢的态度。喝醉的客人客人喝醉了也不能有轻慢的态度。喝醉的客人离桌，应暂留其物品原样，以备核查。离桌，应暂留其物品原样，以备核查。Etiquette of Bar servicev在对客人进行葡萄酒服务之前需检查：在对客人进行葡萄酒服务之前需检查：是否是客人点的酒；所点酒的正确年份，酒的是否是客人点的酒；所点酒的正确年份，酒的温度是否适当；商标是否完好；瓶身是否干净温度是否适当；商标是否完好；瓶身是否干净。v向客人展示酒标，请客人尝试后才开向
8、客人展示酒标，请客人尝试后才开始服务，始服务，“Would you taste it,sir/madam?”Etiquette of Bar servicev从客人的右侧用右手服务。从客人的右侧用右手服务。不要离的太远，也不可靠的太近。不要离的太远，也不可靠的太近。v斟倒酒水时，其酒瓶口应与杯口保持斟倒酒水时，其酒瓶口应与杯口保持一定的距离。一定的距离。以保持卫生及避免操作时发出声响，动作要以保持卫生及避免操作时发出声响，动作要轻、轻、稳、准、优雅大方稳、准、优雅大方。斟酒时酒标要面向客人。斟酒时酒标要面向客人。Etiquette of Bar servicev斟酒量：斟酒量：中餐中：白酒（中
9、餐中：白酒（Chinese Wine）、红葡萄酒（）、红葡萄酒（Red Wine）、黄酒（）、黄酒（Yellow Wine）斟入杯中应为八分）斟入杯中应为八分满；斟倒啤酒时，应为八分酒液、而成泡沫。满；斟倒啤酒时，应为八分酒液、而成泡沫。西餐中：红葡萄酒、白葡萄酒（西餐中：红葡萄酒、白葡萄酒（White Wine）均为）均为六分满；白兰地酒（六分满；白兰地酒（Brandy）斟两分满，即酒杯横）斟两分满，即酒杯横放时，杯中酒液与杯口齐平；烈性酒（放时，杯中酒液与杯口齐平；烈性酒（Spirits）通）通常与白兰地相同。常与白兰地相同。斟倒各种饮料时，无论中餐还是西餐，均以八分满斟倒各种饮料时，无论
10、中餐还是西餐，均以八分满为宜。为宜。Etiquette of Bar servicev斟酒顺序：斟酒顺序：女士优先，客人优先，主人最后。如客女士优先，客人优先，主人最后。如客人选用了多种酒，一般的顺序是：红葡人选用了多种酒，一般的顺序是：红葡萄酒萄酒白酒白酒啤酒啤酒v剩下的酒不多时，在平均分给客人后剩下的酒不多时，在平均分给客人后要礼貌地问客人是否还需要另外一瓶要礼貌地问客人是否还需要另外一瓶“Would you like to have another bottle?”Useful expressionvGood evening!Welcome to X X.vWelcome back.Ho
11、pe you had a good trip.(For guests who pay a return visit.)vNice to see you again,Mr.XX/Ms.XX.How are things going these days?Welcome：Farewell：vHave a good evening/a pleasant weekend/dream.vGood night.Hope you come again soon.vHave a pleasant journey home.vHappy landing!祝您一路顺风祝您一路顺风Useful expression
12、vHere is the wine list,sir.Please take your time.vWould you care for a drink before dinner?vWould you like an aperitif before your meal?vAny wine or soft drinks for the ladies?vWould you like coffee or tea,sir?vWhat would you like to drink?vWhat is your pleasure？Take order：点酒水时询问：点酒水时询问：Useful expre
13、ssionvWould you like a bottle of red wine/white wine to go with your beef/seafood?vI think that red Bordeaux b:du 波尔多葡萄酒波尔多葡萄酒 would go very well with your chicken.vWould you care for something a little stronger?vIf you prefer something milder,we have rice wine.vThe Zhangyu dry red wine is rather mi
14、ldmald 温和的for the ladies.Would you like to try some?当客人需要你的推荐时：当客人需要你的推荐时：What would you recommend?Useful expressionvSince you ordered the Sashimism生鱼片生鱼片,Id suggest Japanese Sake日本米酒日本米酒to go with your meal.vSince you have come all the way to China,we would recommend the Chinese wine.vWe have Vodka
15、 if you prefer strong liquor lk.vRice wine goes perfectly with crabs krbz蟹类.当客人需要你的推荐时：当客人需要你的推荐时：What would you recommend?Useful expressionvWould you like to have some beer to sooth su 抚慰抚慰you after all the spicy food?We have different kinds of canned罐装的罐装的 and bottle beers,as well as draft beer an
16、d black beer.vWe have recently added Kirin kirin 麒麟啤酒麒麟啤酒from Japan to our selection.Would you care for some?vWould you like to try our house wine?当客人需要你的推荐时：当客人需要你的推荐时：What would you recommend?Useful expressionvWe have San Miguel生力啤酒生力啤酒on tap and Tsing Tao 青岛青岛in bottles.vKirsch k樱桃白兰地樱桃白兰地is very
17、 popular with our guests.vMoutai is one of the most famous liquors in China and never goes to the head.vTsing Tao is our local beer.It is well known around the world.It is inexpensive and tastes excellent also.介绍酒水介绍酒水Useful expressionvMoutai is one of the most famous Chinese liquors.We have Moutai
18、with 56%-alcohol and 38%-alcohol.vThe Guangdong rice wine is milder than those from the north of China.vThe canned coke costs 7 yuan.The bottled coke costs 10 yuan.介绍酒水介绍酒水Useful expressionvWe have fresh orange juice,apple juice,mango juice,watermelon juice,pear juice and carrot juice.Each costs 15
19、yuan.vChinese yellow wine is very popular in China.We have Shaoxing Jia Fan Jiu,Longyan Chen Gang Jiu and Jimo Jiu.vWu Liang Ye liquor has been assigned for state banquets.介绍酒水介绍酒水Useful expressionvA taste of the mellow and full-bodied wine can leave a pleasant lingering aftertaste.vModerate drinkin
20、g of it will help promote blood circulation and dispel cold,as well as refresh oneself and remove fatigue.介绍酒水介绍酒水Useful expressionvHow is the temperature/bouquet/taste/color of the wine?vMay I serve the XX now,sir?vI think the Bordeaux should be decanted now and allowed to breathe for a little whil
21、e.vYour Remy Martin,please.Would you like to taste it?vI will put the cork here.席间酒水服务席间酒水服务Useful expressionvThe same again,sir?vHow about one for the road?vA night-cap before retiring,sir?vHow about another half,sir?vWould you like to try another kind of our new style?It is very popular after laun
22、ched.vIf you dont like this one,how about XXX?建议客人再喝一杯建议客人再喝一杯ConversationS:Good evening,sir.Would you care for some wine with your meal?G:Yes,please.S:Heres our wine list.G:Well,I have no idea,what would you recommend?S:Since you ordered Chinese food,Id suggest you try some Chinese wine.We have Chi
23、nese rice wine and Chinese white liquor.Recommend Chinese Wine S=sommelier G=guestConversationG:Are there any differences between them?S:Yes.Chinese rice wine is made from rice or sticky rice,the Chinese white wine is made from barley,wheat or Chinese sorghum.People from south of China prefer rice w
24、ine while those from the north drink white liquor.If you prefer mild liquor,I think the Chinese yellow wine will be a good choice and it goes well with the crab you ordered.G:Fine.Wed like some.ConversationS:(Shows the brand to the guest)Your Red Burgundy,sir.May I serve it now?G:Yes,please.S:Ill pu
25、t the cork here.(Pours wine)May I decant it now to allow it to breathe?Hows it,sir?G:Excellent!S:(Give a sip to the guest)Please taste it,sir.Is it all right?G:Wonderful!S:Thank you,sir.Please enjoy your meal.Pour wine S=sommelier G=guesthttp:/ 19 dealing with unexpected eventsA:dealing with complai
26、ntsB:dealing with the drunken guestsUnit 19 dealing with unexpected events技能要点：技能要点：Listening 倾听倾听 Sympathizing 同情同情 Apologizing 道歉道歉 Telling 告知告知表安慰：表安慰：Dont worry lady.We will see to it/look into it.I ll be with you a moment.There is no hurry,sir.Take your time.It wont be so long,sir.Pls take it e
27、asy,sir.Well let U know asap if there is any available.Unit 19 dealing with unexpected events表道歉：表道歉：May I beg your pardon,sir?Excuse me for interrupting/disturbing/bothering you.Im sorry,a guest is waiting for me./Im being called.Im sorry to have kept you waiting so long,sir.Im sorry,the restaurant is fully booked.对客人道歉的回答：对客人道歉的回答：thats all right.it doesnt matter.youre all right.its nothing.不礼貌！不礼貌！Thank You!
