How酒水服务标准课件.ppt

1、前言Introduction我们有极好的葡萄酒，在北京朗豪酒店，必须由有礼貌，专业，接受良好培训的员工在适合的温度下小心地打开并使用正确的玻璃器皿来服务葡萄酒。As we have an excellent selection of international Wines,these need to be opened carefully and served at LPBCA with correct Glassware,at the right temperature by courteous,professional and well trained Employees.前言Introd

2、uction我们希望每位客人体验We want every Guest to feel the感动Touch目标Objective到这次课程结束的时候，我们的目标是要求你了解符合我们酒店标准的“如何为客人展示和服务一瓶白或红葡萄酒”。By the end of this Session,our Objective is to ensure that you have learned“How to present and serve a Bottle of White or Red Wine”with Confidence,and according to our defined Standar

3、ds.有什么问题吗？Any Questions?1.准备用具Prepare the Equipment What Equipment do we need?我们需要什么用具？A round Beverage Tray一个圆形饮料托盘A clean Tray Cloth一块干净的托盘布Red Wine or White Wine Glasses红或白葡萄酒酒杯Red Wine or White Wine Bottle一瓶红或白葡萄酒1.准备用具Prepare the Equipment服务巾 Waiters Cloth 开瓶器 Waiters Friend 冰桶 Ice Bucket 底盘 Un

4、der Liner 1.准备用具Prepare the Equipment我们需要检查什么？What should we check about the Equipment?托盘是干净和干燥的 The Tray is clean and dry托盘是抛过光的 The Tray is well polished托盘布是干净而无破损的 The Tray Cloth is clean and free from Stains,Holes or Tears服务巾是干净和干燥的 The Waiters Cloth is clean and dry1.准备用具Prepare the Equipment玻璃

5、杯干净明亮，没有破裂 Glassware is clean,polished and not chipped冰桶是干净且抛过光的 Ice Bucket is clean and polished红葡萄酒杯用来服务红葡萄酒 Red Wine Glasses are used for Red Wine白葡萄酒杯用来服务白葡萄酒 White Wine Glasses are used for White Wine2.检查葡萄酒Checking the Wine我们要检查什么？What do we need to check?列在酒单上正确的葡萄酒和年份 Correct Wine and vintag

6、e as listed on the Wine List瓶子的标签是否完好 Label is in good condition3.检查温度Check temperature服务葡萄酒适合的温度是多少？At what temperature is Wine being served?白葡萄酒需要被冷藏，10-12度为合适 White Wine will be served chilled at 10 12 degrees Celsius红葡萄酒在常温下饮用，18度为合适 Red Wine will be served at room temperature around 18 degrees4

7、.将用具放在托盘上Place the Equipment on the Tray将什么用具放在托盘上？What Equipment should we place on the Tray?酒瓶 Wine Bottle 酒杯 Wine Glasses 4.将用具放在托盘上Place the Equipment on the Tray底盘装红酒 Under Liner for Red Wine把托盘放在工作台上，当我们把酒杯放在台上的时候，将酒瓶放在工作台上 Carry the Tray to the Side Station,leave the Wine Bottle on the Side S

8、tation while we deliver the Wine Glasses to the Table5.放置冰桶Position the Ice Bucket 我们应该把冰桶放在什么地方？Where do we position the Ice Bucket?靠近工作台 餐桌旁 Near the Side Station in the Restaurant close to the Table6.把酒杯放在餐桌上Placing the Glasses on the Table我们应该把酒杯放在餐桌的什么位置？Where do we place a Wine Glass on the Ta

9、ble?从托盘中拿葡萄酒杯的时候应当握住杯脚，放置在在客人座位两点钟的方位 Pick up the wine Glass from the Tray holding by the Stem and place it at the 2 oclock position from where the Guest is seated6.把酒杯放在餐桌上Placing the Glasses on the Table宴会活动通常将酒杯预先摆设在餐桌上Wine Glasses are preset for all Banquet Functions where Wine is Served6.把酒杯放在餐

10、桌上Placing the Glasses on the Table在摆放好酒杯之后回到服务台取葡萄酒瓶 After placing the Wine Glass on the Table return to the Side Station to collect the Wine Bottle使用服务巾拿起葡萄酒瓶平放在右手臂上 Using the Waiters Cloth pick up the Wine Bottle and lay flat in our right Hand6.把酒杯放在餐桌上Placing the Glasses on the Table关于酒标的位置我们应当检查

11、什么？What should we check about the position of the Label on the Wine?酒标应当向上 The Label of the Wine is facing upwards7.展示葡萄酒Presenting the Wine我们应该向谁展示葡萄酒？Who do we present the Wine to?点酒的客人 The Guest who ordered the Wine7.展示葡萄酒Presenting the Wine我们如何向客人展示葡萄酒？How do we present the Wine to the Guest?尽量从

12、客人的右边进行展示 Present from the right hand side of the Guest wherever possible右手扶着瓶子向客人展示酒标 With the Wine laid down in our right Hand,show the Label to the Guest7.展示葡萄酒Presenting the Wine我们要对客人讲些什么？What do we say to the Guest?“先生/小姐，您的（葡萄酒名字）。”“Excuse me Sir/Madam,your Wine(Using the name of the Wine)”8.

13、开葡萄酒Opening the Bottle of Wine我们应该在哪里开葡萄酒？Where do we open the Bottle of Wine?在客人的餐桌上 At the Table我们应该如何开葡萄酒？How do we open the Bottle of Wine?用左手把酒放在桌上并握住瓶颈 Place the Wine Bottle in our left Hand holding by the Neck8.开葡萄酒Opening the Bottle of Wine右手使用开瓶器上的小刀割开酒瓶上面的箔纸 In our right Hand using the Kni

14、fe of our Waiters Friend remove the Foil of the Wine从开瓶器中拔出拔塞钻嘴Open the Waiters Friend and release the Corkscrew把拔塞钻嘴对准酒塞中间 Place the Tip of the Corkscrew onto the middle surface of the Cork8.开葡萄酒Opening the Bottle of Wine用力均匀地把钻嘴旋转入酒塞 Apply an even amount of pressure,twisting the Corkscrew in a clo

15、ckwise direction into the Cork以瓶嘴为支点，用开瓶器把酒塞轻轻地拔出来。When the Corkscrew is in the Cork gently pull the Cork out of the Bottle using the Lever on the Rim of the Bottle 8.开葡萄酒Opening the Bottle of Wine我们应该确保什么？What do we need to ensure?酒商标要朝上 The Label of the Wine is facing upwards开酒的时候要小心，确保酒塞不破损 Open

16、the Wine slowly and carefully ensuring the Cork does not break8.开葡萄酒Opening the Bottle of Wine我们应该把酒塞放在什么位置？Where do we place the Cork?白葡萄酒 把酒塞放在制服口袋里 White Wine place the Cork in our Jacket Pocket红葡萄酒 如果客人要求的话，把酒塞放在酒架上 Red Wine if the Guest requests place the Cork on the Under Liner9.倒葡萄酒Pouring th

17、e Wine我们应该先为谁服务？Who do we serve first?主人先尝，然后女士 Host first to taste,then ladies9.倒葡萄酒Pouring the Wine我们如何倒葡萄酒？How do we pour the Wine?尽量站在客人的右边 Stand on the right Hand side where possible将服务巾搭在左前臂上 Place the Waiters Cloth over our left Forearm右手持瓶，确保稳固的拿着酒瓶 Hold the Wine Bottle in our right Arm,ensu

18、ring you have a firm hold9.倒葡萄酒Pouring the Wine确保酒标朝向客人 Ensure the Label is facing the Guest首先倒少量酒供点酒的客人尝试 Pour a small amount of the Wine and offer the Host to taste在客人试酒的时候观察客人对酒是否满意 Watch the Host as he tastes the Wine and shows us that they are happy with the Wine9.倒葡萄酒Pouring the Wine如果客人对酒不满意的

19、话请参看“客人对酒不满意时该如何处理”课程 If not refer to Training Course“How to handle a Wine that is rejected”9.倒葡萄酒Pouring the Wine绕着桌子按顺时针方向服务 Walk in a clockwise direction around the Table最后把点酒的客人的酒杯添满 Return to the Host and top up the Hosts Wine Glass每杯葡萄酒斟倒的标准量是多少？How much is the standard measure pouring Wine by

20、 the bottle?10毫升10 cl9.倒葡萄酒Pouring the Wine在倒葡萄酒时我们必须确保什么？When pouring the Wine what do we need to ensure?当葡萄酒倒到标准量时，将瓶口转动45度，以免酒液滴落 Once the Wine has been poured to the standard level,turn the bottle at a 45 degree angle to prevent the Wine from dripping 倒完酒后，把瓶子放回冰桶/酒架里 Return the Bottle to the Ic

21、e Bucket/Under Liner10.放置葡萄酒Placing the Wine我们应该把酒瓶什么位置？Where do we place the Wine Bottle?白葡萄酒 放在冰桶里 White Wine place the Wine Bottle in the Ice Bucket in our section红葡萄酒 放在酒架最上面，确保商标面向客人 Red Wine Place the Red Wine on top of the Under Liner ensuring the Label is facing the Host11.离开餐桌Leave the Tabl

22、eHow do we leave the Table?我们如何离开餐桌？发自内心真诚地微笑 Smile as we really mean it我们要对客人讲些什么？What do we need to say to the Guest?“先生/小姐，请尽情享用您的（葡萄酒名字）。”“Enjoy your Wine Sir/Madam(Using the name of the Wine)”检查标准Checking the StandardQ:我们需要什么用具？What Equipment do we need?Q:我们需要检查什么？What should we check about the

23、 Equipment?Q:我们需要检查什么？What do we need to check?Q:服务葡萄酒适合的温度是多少？At what temperature is Wine being served?Q:将什么用具放在托盘上？What equipment should we place on the tray?Q:我们应该把冰桶放在什么地方？Where do we position the Ice Bucket?检查标准Checking the StandardQ:我们应该怎样走近餐桌？How do we approach the Table?Q:我们应该把酒杯放在餐桌上的什么位置？W

24、here do we place a Wine Glass on the Table?Q:我们应该确保什么？What do we need to ensure?Q:我们应该向谁展示葡萄酒？Who do we present the Wine to?Q:我们如何向客人展示葡萄酒？How do we present the Wine to the Guest?检查标准Checking the StandardQ:我们应该对客人说什么？What do we say to the Guest?Q:我们应该在哪里开葡萄酒？Where do we open the Bottle of Wine?Q:我们应

25、该如何开葡萄酒？How do we open the Bottle of Wine?Q:我们需要确保什么？What do we need to ensure?Q:我们应该把酒塞放在什么位置？Where do we place the cock?Q:我们应该先为谁服务？Who do we serve first?检查标准Checking the StandardQ:我们如何倒葡萄酒？How do we pour the Wine?Q:每杯葡萄酒斟倒的标准量是多少？How much is the standard measure of pouring Wine by the bottle?Q:在倒葡萄酒时我们必须确保什么？When pouring Wine what do we need to ensure?Q:我们应该把酒瓶放在什么位置？Where do we place the Wine Bottle?Q:我们如何离开餐桌？How do we leave the Table?Q:我们要对客人讲些什么？What do we need to say to the Guest?有问题吗 Any Questions?