1, Chinese restaurant is to provide Chinese dishes, beverages and service restaurants, Chinese restaurant sales of zero meal, group meals, banquets, etc., to achieve standardization of services, standardization of the layout, the operation of the program.
2, Chinese food à la carte restaurant breakfast service, the waiter to do diligently patrol, diligently pouring water, diligently change the ashtray and clean up countertops.
3, the desk attendant in filling out the menu, should move to introduce the characteristics of the dishes, to help guests select the restaurant's specialties, especially the chef on the day recommended by the innovative dishes, seasonal dishes, special dishes.
4, on the shell of food such as shrimp, crab and other dishes, should be followed by a towel and hand-washing cup, hand-washing cup half a cup of warm black tea.
5, usually guests put forward additional dishes mainly for three reasons: one is not enough to eat, the second is to buy food to take away, the third is a dish particularly appreciated, and would like to eat one.
6, when guests present the store's "room card" and the room key to ask for signing the bill, the desk clerk should ask guests to fill in the bill on the room number and my signature.
7, the restaurant accepts credit card payments should always carry out security checks, that is, check the credit card issuing company to provide a "cancellation register".
8, dining guests leave, you should immediately clean up the countertops, restaurant sanitation, to achieve "three clear two do not leave", that is, the countertops clear, the ground clear, clear workstations, restaurants do not leave food, do not leave the garbage.
9, the banquet has a large number of diners, high consumption standards, more varieties of food, warm atmosphere, reception service and other characteristics.
10, set up a cold plate, according to the variety and number of dishes, pay attention to the distribution of dishes hue, meat and vegetarian with the color of the match, taste with the match, the dish type of positive and negative, the knife mouth of the inverse, the distance between the dishes.
11, wine is a kind of grain, fruit and other substances containing starch or sugar by fermentation made of ethanol with stimulating beverage.
12, Strictly speaking, Chinese wine is only divided into baijiu and huangjiu, and wine and beer wine are introduced from foreign countries.
13, according to its color, beer can be divided into white beer, yellow beer and dark beer. According to its processing procedures can be divided into draft beer and cooked beer.
14, medicinal wine is white wine as the base wine, adding a variety of Chinese herbs, after brewing or soaking and become a kind of medicinal value of the wine.
15, China's first wine is Moutai wine, its aroma is saucy, the origin is Moutai town distillery in Renhuai County, Guizhou Province.
16, China's representative of the clear-flavored wine is Fenjiu wine, which has a clear and transparent liquor, aromatic smell, pure and smooth in the mouth, the characteristics of the sweetness of the falling mouth, known as the color, aroma and taste of the "three greats" of the reputation.
17, the "Beauty Spring" quality drinking water, high-quality sorghum as the raw material brewed wine is Yanghe Daqu, "thousand years old cellar ten thousand years bad" in the old cellar fermentation is made of wine Luzhou Special.
18, known as the world's three major beverages are coffee, tea, cocoa.
19, the world's largest coffee-producing countries is Brazil, followed by Colombia.
20, fujian, guangdong, guangxi, yunnan area drink black tea people, jiangnan area drink green tea is more common, Tibet, xinjiang, neimeng and other remote areas are used to drink tightly pressed tea brick tea.
21, in the history of brewing, the western countries of the wine mainly from three aspects of the development, one is the brewing and distillation of cereals and fruit wines; the second is the preparation of wines; the third is a variety of sweet wines and herbal sweet wine production.
22, the so-called spirits refers to distilled spirits, which have many types, according to the raw materials used and the production and drinking habits of countries to points, can be divided into grape distilled spirits, cereal distilled spirits and miscellaneous fruit distilled spirits. However, in restaurant bars and sales departments it is customary to divide spirits into six categories: gin, brandy, whiskey, vodka, rum and tequila.
23, gin is also called gin. It was first produced by the Netherlands and became famous in the United Kingdom after it was produced in the world's first major category of spirits.
24, Brandy is distilled from grapes as raw material on the basis of wine.
25, France is the world's leading producer of brandy, which is produced in the Cognac region of the most mellow, the best brandy, some people will be the real estate brandy known as "cognac brandy".
26, whisky should be stored for at least 8 years, storage 15-20 years for the best quality finished wine, more than 20 years the quality will decline.
27, the world's most famous and most representative of the whiskey are Scotch, Irish whiskey, American whiskey and Canadian whiskey four categories.
28, according to the brewing method of alcohol, can be divided into distilled spirits, brewed spirits, prepared spirits.
29, Qingdao beer produced in Qingdao Brewery in Shandong Province, containing alcohol 3.5 degrees, wort concentration of 12 degrees.
30, various alcohol sensory points, including flavor, aroma and taste.
31, brewing wine can basically be divided into four major categories, they are accompanied by wine, sparkling wine, enhanced wine and aromatic wine.
32, the world's prepared wines can be divided into three main categories, namely, aperitifs, dessert wines and liqueurs.
33, making cocktails should pay attention to, a perfect drink out of the production often need three aspects of the conditions of each other, that is, the selection of materials, the use of garnish, the appropriate use of cups and glasses.
34, a variety of bars if the nature of the service, can be divided into internal supply bar, external service bar, integrated bar.
35, an excellent waiter, in addition to the love of service work, with skillful service skills and business knowledge, should also have a good service posture, demeanor and observation, communication skills.
36, the waiter and customer conversation must stand, eyes on each other, language gentle and patient, to show respect.
37, the waiter should be flexible and adaptable, able to skillfully apply the established principles and procedures to solve unexpected matters.
38, waiters should establish good relationships with managers, coworkers and guests, and strive to maintain safe, effective and successful service for the operation of the restaurant.
39, waiters stand, both hands behind the back of the cross * or hanging in the trouser seam (male waiters) or hands held in front of the abdomen (female waiters), head up, stomach, chest, eyes flat, feet * together, with a fist in the middle of the separation.
40, the quality of food service staff requirements include service posture, language and speech, code of conduct and instrumentation and grooming, personal hygiene and so on.
41, the language of the waiter should pay attention to: greetings should be standardized, the use of address should be appropriate, the phone language should be polite.
42, the desk clerk in the foreman's leadership, should do a good job of restaurant services, open meals, preparation, cleaning and so on.
43, food service skills include tray, pouring wine, set the table, serving, sharing food, napkin folding flowers, etc., learning and mastering and skillful use of these basic skills, is a necessary condition for good food service.
44, tray loading, tray items to be placed neatly, set into an arc or horizontal and vertical rows.
45, light tray, the left hand naturally bent into a 90-degree angle, the palm of the hand naturally form a concave shape.
46, heavy tray, the bottom of the tray does not touch the shoulder, not close to the mouth before the tray, after the tray does not * hair.
47, heavy tray operation, to do flat, stable, loose three words.
48, the technical requirements of the wine pouring is high, to do not drip not spill, not less not overflow.
49, the order of Western food is the first guest after the host, first female after male, that is, according to the guest of honor, the host or female guest of honor, the host, the male guest of honor, and then the order of other guests.
50, napkin folding flowers, depending on the specific circumstances and flexibility, and strive to simple, fast, neat, beautiful and generous.
51, according to the appearance of the napkin folding flower classification, can be divided into animals, plants, objects and other three categories.
52, Chinese banquets have three methods of sharing food: table share let type, two people cooperate type, side table type.
53, the western banquet table more long table, while the Chinese banquet more round table.
54, western banquet with more wine, almost every dish with a kind of wine, eat what dishes with what wine, should be poured first after the dishes.
55, napkin folding basic skills include folding, push, roll, wear, clutch, turn, pull, break, pinch and other types.
56, Chinese casual dining table setting is divided into two forms of standard meals and snacks.
57, Chinese food serving order is: cold dishes, hot dishes, soup, snacks, fruit.
58, Chinese food should be served from the master seat next to the 3rd seat gap side dish on the center of the turntable. In Chinese food service, advocate "right on the right withdrawal" method, not only convenient operation, but also in line with the practice of national food service.
59, the characteristics and mission of the zero-point restaurant: the main task is to receive sporadic guests dining; characterized by guests and mixed, the number of people is not fixed, different taste needs, the arrival time staggered, resulting in the reception of the restaurant fluctuations in the larger workload, longer business hours.
60, zero lunch and dinner service procedures: meal preparation, reception services, acceptance of food orders, serving services, between services, checkout and collection, warmly send guests, the end of the work.
61, the characteristics of the group meal: the number of people, taste differences, dining standards are fixed; meal time is relatively fixed, the service requirements quickly.
62, the preparatory work before the banquet: grasp the situation, a clear division of labor, the banquet layout, familiar with the menu, the preparation of items, laying the dining table, set up cold dishes
63, Chinese banquet service of the basic links: preparations for the banquet, before the banquet to welcome the guests, the banquet in the dining service, the end of the banquet work.
64, for the menu, the waiter should understand to what extent?
Waiters should be familiar with the banquet menu and the main dishes of the flavor characteristics, in order to do a good job of serving, sending dishes and answering guests to the dishes raised inquiries about the preparation of the mind. At the same time, should understand the degree of service of each dish, to ensure that the accuracy of the code to serve the service. For the menu, should do, can accurately say the name of each dish, can accurately describe the flavor characteristics of each dish, can accurately talk about each dish with food ingredients, can accurately know each dish production methods, can accurately serve each dish.
65, all kinds of wine custody and storage should pay attention to what aspects?
The various types of wine should be stored according to their characteristics. Separately, white wine, champagne, sparkling wine stored in cold storage, red wine stored in a special library, their normal storage temperature is generally greater than 10-14 degrees Celsius, to prevent excessive light or direct light on the bottle, the library to avoid placing the wine outside of the sundries in order to prevent the odor pollution.
Whenever storing wine with a degree of alcohol not exceeding 14% (V/V), the bottle should be placed flat with the label facing upwards, so that the cork can be infiltrated and swollen by the wine, and isolated from the air, in order to achieve the purpose of antiseptic.
Where distilled spirits are concerned, the bottles mostly need to be placed upright and straight in order to facilitate the evaporation of the liquor in the bottle, and to achieve the purpose of reducing the alcohol content, improving the quality of the liquor and the style of the liquor.
66. Write down the degree of aging of brandy and the symbols of each label * * 3 years old * * * 4 years old * * * 5 years old * V.O 10-12 years old, higher grade * V.S.O. 12-20 years old, extra high grade * VSOP 20-30 years old, extra grade * Napoleon 40 years old * XO 50 years old * X 70 years old
67, What are the main types of Chinese liquor? What kind of wine represents each of them? What are their places of origin?
(1) Moutai Liquor, soy sauce aroma Moutai Town Winery, Renhuai County, Guizhou Province
(2) Fen Liquor, clear aroma Xinghuacun Winery, Fenyang County, Shanxi Province
(3) Wuliangye Liquor, concentrated aroma Yibin Wuliangye Winery, Yibin City, Sichuan Province
(4) Dong Liquor, mixed aroma Dong Liquor Winery, Zunyi City, Guizhou Province
(5) Sankohua Wine, rice aroma Guilin Sankohua Company Limited
(6) Sankohua Liquor, rice aroma Guilin Sankohua Company Limited < /p>
68、Cocktail mixing methods: mixing with a mixing pot, mixing with a mixing glass, mixing with a blender, and mixing by floating.
69, bar service procedures: pre-business preparation, delivery service, bartending service, checkout service, end of the work.
70, the restaurant waiter's code of conduct: (1) courteous, act reasonably; (2) maintain personal cleanliness and hygiene; (3) work punctually, have a sense of time; (4) care for colleagues, helpful, cooperative, group spirit, in order to achieve the *** with the same goal to maximize the role of their own; (5) flexible, adaptable, and able to skillfully apply the established principles and extent to resolve unexpected matters; (6) have good verbal skills; (7) understand the intent of leadership and follow directions; (8) develop interest in work and realize one's potential; and (9) establish good relationships with managers, coworkers, and guests in an effort to maintain safe, efficient, and successful service for the operation of the restaurant.
71, the order of withdrawing the table: the first collection of porcelain, such as dinner plates, soup bowls, soup spoons, etc.; and then collect silverware, knives *, chopsticks, etc.; and finally withdrawing the table one by one in the order of small square napkins, napkins, glass wine set.
72, napkin pattern selection of the general principles: (1) according to the nature of the banquet to choose the pattern; (2) according to the scale of the banquet to choose the pattern; (3) according to the color of the flower and the choice of the cold spelling of the flower with which to match; (4) according to seasonal choice of the flower; (5) according to the status of the guests, religious beliefs, customs and hobbies to choose the flower; (6) according to the arrangement of the guests and hosts seat choice of the pattern. The flower type should be chosen according to the guests' status, religious beliefs, customs and preferences.
73, the basic requirements of the restaurant table: tableware pattern is correct, the distance is proportional, neat and beautiful, clean and generous, to provide guests with a comfortable dining position and a set of dining utensils must be.
74, a table banquet seating arrangements: according to the number of people attending the banquet table, reasonably determine the location of the tables; highlight the main table, open up the main corridor in the banquet hall, in order to facilitate the guests and waiters walking; according to the identity of the guests and masters of banquets to determine the corresponding seat.
75, the waiter accidentally soiled the guest's clothes: to sincerely apologize to the guests, try to clean for the guests, (male waiters can not be scrubbed for female guests, but should ask other waitresses to do the job for the guests or ask the guests to scrub their own) in the conditions and possibilities, free of charge, will be sent to the washing department of the guest's clothes to wash and clean.
76, the guests booked a banquet, but after the meal time has not yet arrived to deal with: (1) immediately contact with the banquet business department to find out whether the guests canceled the banquet or postponed to the banquet; (2) if the banquet is delayed, immediately notify the kitchen; (3) if the banquet was canceled, the provisions of the organizers of the claim.
77, on behalf of the handling of food orders: guests ask the waiter on behalf of food orders, the desk clerk should be careful consideration, careful observation, the use of look, listen, ask the guests to understand the method, according to the guest's customs, dietary habits, the specific number of people, the level of consumption and taste requirements, to make reasonable and appropriate arrangements. "Look" is to look at the age, gender, attitude, demeanor and mood; "Listen" is to listen to the accent to determine its nationality, region, and then recommend the appropriate dishes according to the dietary characteristics of its region and ethnicity. "Ask" is to ask the guests what specific requirements. When selecting and matching dishes, religious beliefs should respect their taboos. After the variety of finalized, should be told to the guests about the varieties of dishes, specifications, prices, by the guests agreed to open the menu notice into the kitchen.
78, guests asked to order food menu does not deal with the dish: in dealing with this type of situation, first of all to the chef to understand the dish can be done, such as raw materials in the kitchen, the chef is willing to cooperate with the do, should be day to meet the requirements of guests; such as the kitchen does not have the raw materials, can not be done right away, to explain to the guests cooking time, or ask guests to make a reservation.
79, guests have opinions on the quality of dishes to deal with: guests have opinions on the quality of dishes, should think calmly, seriously, if the dishes do have quality problems, should immediately apologize to the guests and obtain the consent of the supervisor and the assistance of the department of production, and immediately replaced with another good quality dishes to the guests, or suggest that the guests change the taste of a similar dish. If it is true that the guests are making a fuss, then they should report to the supervisor or manager and ask them to deal with it.
80, guests ordered dishes sold out of treatment: guests ordered dishes have been sold out, should promptly tell the guests, and apologize to the guests, and then ask the guests for advice on whether to change dishes. If the guests said that new dishes can be changed, should take the initiative to introduce some similar or simple production, can be quickly on the stage of the dishes, while quickly fill out the menu, the fastest speed to let the kitchen for the guests to cook the dishes out.
81, guests have doubts about the bill to deal with: the waiter should ask the guests to wait for a segment, they go to the billing station to check, such as the hotel error, should sincerely apologize to the guests, and scratch off the menu on the excess accounts, guests pay; such as the bill is not right, the waiter should be brought to the bill to the guests, said: "Mr., after checking the bill, the bill did not find an error, do you Check yourself to see", and so on the guest check is correct, and then ask the guest to pay, and sincerely thank the guest, and welcome the guest to come again. If the guest is unreasonable, you should ask the supervisor or manager to solve the problem.
82, how to order drinks for the guests: (1) when ordering drinks and beverages for the guests, you should stand on the right hand side of the host or in an appropriate position, and ask the guests what drinks or beverages they need; (2) when the guests hesitate or ask what drinks and beverages we have, you should immediately recommend to the guests the varieties of drinks and beverages supplied in the restaurant; (3) in the middle of the introduction of drinks and beverages, there should be a pause, so that the guests can have a better understanding of what we have to offer. (3) When introducing the varieties of drinks and alcoholic beverages, there should be a pause in the middle, so that the guests can have a chance to consider and choose the varieties we introduce; (4) The types and quantities of drinks and alcoholic beverages ordered by the guests should be repeated so as to confirm them; (5) At last, the guests should be asked politely to wait for a while and be provided with the drinks and alcoholic beverages as soon as possible.
83, how to open red wine for the guests: (1) red wine should be lying on the wine basket or rack, kept at room temperature, should not be shaken, so as not to affect the quality of the wine; (2) if the guests need, should be carefully together with the wine basket or rack to the host of the right hand side (the trademark on the bottle of wine outward), so that the guests to sign; (3) the guests recognized, the bottle of wine, together with the basket or rack on the appropriate place on the table, then you can prepare to open the bottle; (4) see the next question for the steps to open the bottle.
84, open red wine steps: (1) before opening the bottle, holding the bottle to show guests; (2) first clean napkin cloth to the bottle, and then peeled off the mouth of the bottle parts of the tinfoil, and wiped clean for the wine auger screw cone turned into the bottle stopper, the bottle stopper will be slowly pulled up, and then use a napkin will be wiped clean the mouth of the bottle; (3) in the process of opening the bottle, the action should be light, so as to avoid shaking the bottle will be the bottom of the bottle of residue. The wine's flavor will be affected by the shaking of the bottle.
85, guests bring their own alcohol to the restaurant to deal with: (1) to explain to the guests that the restaurant must be charged in accordance with the provisions of the corkscrew service fee; (2) after obtaining the consent of the guests, to the guests to set up the appropriate glasses; (3) to provide guests with complementary services, such as whisky, a class of wine should be sent to the ice, rice wine should be given to heat.
86, touched over the guest's glass of wine treatment: due to the operation of the carelessness of the glass will be touched over, you should apologize to the guests, immediately pick up the glass, check whether there is no damage. If there is damage, the glass should be replaced with a new one immediately; if there is no damage, a clean napkin should be used to spread on top of the wine stains, and then the glass should be put back to the original place to re-pour the wine; if the guest accidentally breaks the wine glass and knocks it down, the desk clerk should do the same; if the guest's clothes are dirty due to the waiter's fault, a clean towel should be used to clean the guest's clothes; if the stains can't be cleanly wiped, the guest's consent will be obtained, and then free of charge, for the guest's washing. (male waiters should not scrub for female guests and should ask female waiters to do it for them).
87, high-grade banquet is the selection of rare seafood or local specialties as raw materials, by the famous chef carefully prepared dishes and composed of banquets.
88, formal banquets are usually government and organizations and other relevant departments to welcome invited guests, or visiting guests to thank the host and the banquet.
89, the state banquet is a national leader or head of government for national celebrations or to welcome visiting foreign heads of state or government and held a formal banquet.
90, banquet is to express welcome, thank you, congratulations, joyful celebration held a grand, formal dining activities.
91, the banquet is an informal banquet to entertain familiar friends and relatives.
92, hospitality is a flexible and convenient, affordable form of banquets, common cold lunches, cocktail parties, tea parties.
93, ordinary banquets are banquets consisting of dishes made from general raw materials such as pigs, cows, sheep, chickens, ducks, geese, poultry eggs and aquatic products.
94, cocktail party cocktail party is the more popular way of socializing, banquets. To supply a variety of alcoholic beverages, but also provides simple snacks, snacks and a small number of hot dishes, generally do not have a seat.
95, cold meals will be a form of stand-up buffet, not row seats, the supply of food to cold food, both hot dishes.
96, the bar is to sell a variety of alcohol and beverages, and also a variety of snacks, but it is also a place for guests to talk about business, chat, entertainment.
97, room bar is the hotel will be refrigerator, bar equipment in the guest room, prepare a variety of beverages, guests can drink at any time, by the guests to fill out their own point of order to notify the general service desk.
98, cocktails are made of two or more kinds of wine or wine mixed with fresh fruit juice with a chilled alcoholic beverages.
99, Distilled spirits are obtained from fermented plants or grain crops by treatment in a distillation process and usually contain not less than 24% (V/V) alcohol by volume.
100, black tea is a type of tea that has been treated by the processes of withering, kneading, fermentation and drying.
101, food and beverage service is the sum of a series of behaviors of the staff of the catering department to provide food and beverages for dining guests.
102, zero-point restaurant is guests eat as they order, pay for their own restaurant, usually set up loose table, and accept reservations.
103, room delivery refers to the guest due to habits or special requirements, asked to eat in the guest room, the hotel in order to meet the requirements of the guests, the services provided to the guests
104, front desk service refers to the waiter in the restaurant, bar and other food and beverage facilities face-to-face for the guests to provide services.
105, take-out service refers to the hotel to send people to the guests' quarters or the guests' designated places to provide them with catering services.
106, pre-control of food and beverage service refers to all management efforts made before the start of the meal in order to make the service to achieve the predetermined goals.
107, the site control of service quality refers to the supervision of the catering service being carried out on the site, so that it is standardized and programmed, and to deal with unforeseen events quickly and appropriately.
108, the feedback control of the quality of catering services refers to the feedback of quality information, to find out the shortcomings of the service work in the preparation stage and the implementation stage, and to take measures to strengthen the pre-control and on-site control, to improve the quality of service, so that guests are more satisfied.