1, Chinese restaurant is a restaurant that provides Chinese food, drinks and services. Chinese restaurants sell dishes, group meals, banquets and so on. , to achieve service standardization, layout standardization, and procedural operation.
2. For breakfast service in Chinese restaurants, waiters should patrol frequently, pour water frequently, change ashtrays frequently and clean the countertops frequently.
3. When filling in the menu, the waiter at the service desk should introduce the characteristics of the dishes and help the guests choose the special dishes of the restaurant, especially the innovative dishes, seasonal dishes and special dishes recommended by the chef that day.
4. Shelled foods such as shrimps and crabs should keep up with towels and hand washing cups, and half a cup of warm black tea water should be filled in the hand washing cup.
Usually, there are three main reasons for guests to add food: first, they don't have enough food, second, they want to buy food to take away, and third, they especially appreciate one dish and want to eat another.
6. When the guest shows the "room card" and the room key signature, the front desk clerk should ask the guest to fill in the room number and sign the bill.
7. Restaurants that accept credit card payment should conduct security checks at any time, that is, refer to the "cancellation list" provided by the credit card issuing company.
8. After the dining guests leave, they should immediately clean the countertops and do a good job in the environmental sanitation of the restaurant, so as to achieve "three clean-ups and two no stay", that is, clean the countertops, clean the floor and clean the workbench, and leave no food or garbage in the restaurant.
9. The banquet is characterized by a large number of people, high consumption standards, diverse dishes, warm atmosphere and exquisite reception service.
10, cold dishes, according to the type and quantity of dishes, pay attention to the color distribution of dishes, the collocation of meat and vegetables, color collocation, flavor collocation, the advantages and disadvantages of dishes, the reversal of the knife edge and the distance between dishes.
1 1. Wine is an irritating beverage containing ethanol, which is made from starch or sugar-containing substances such as grains and fruits by fermentation.
Strictly speaking, China's wine is divided into white wine and yellow wine, and both wine and beer wine are imported from foreign countries.
Beer can be divided into white beer, yellow beer and dark beer by color. According to its processing procedure, it can be divided into draft beer and cooked beer.
14. Medicinal liquor is a kind of liquor with medicinal value, which is based on China white spirit and mixed with many Chinese herbal medicines.
15, Maotai is the first famous wine in China, and its flavor is Maotai. Its origin is Maotai Town Distillery, Renhuai County, Guizhou Province.
16, Fenjiu is the representative of Fenjiu in China, which has the characteristics of clear and transparent liquor, fragrant smell, pure and sweet entrance, and is known as the "three musts" of color, aroma and taste.
17. Yanghe Daqu is a wine brewed with "Ren Mei Spring" and high-quality sorghum as raw materials, and Luzhou Tequ is a wine fermented with the old pits in the "Millennium Old Pit".
18. Coffee, tea and cocoa are the three major drinks in the world.
19, the country with the largest coffee production in the world is Brazil, followed by Colombia.
20. There are many people who drink black tea in Fujian, Guangdong, Guangxi and Yunnan, and Jiangnan green tea is more common. Tibet, Xinjiang, Inner Mongolia and other remote areas are used to drinking pressed tea and brick tea.
2 1. In the history of wine-making, wine in western countries developed mainly from three aspects: first, the brewing and distillation of grain and fruit wine; The second is the preparation of wine; The third is to produce various liqueurs and herbal liqueurs.
22. The so-called liquor refers to distilled liquor, which can be divided into grape distilled liquor, grain distilled liquor and mixed fruit distilled liquor according to the raw materials used and the production and drinking habits of various countries. But in restaurants, bars and sales departments, people used to divide spirits into six categories: gin, brandy, whisky, vodka, rum and tequila.
23. gin is also called gin. It was first produced in Holland, and became famous in the world after it was produced in England. It is the largest category of spirits in the world.
Brandy is distilled from grapes on the basis of wine.
25. France is the most important producer of brandy in the world, among which cognac is the most mellow and of the best quality. Some people call this local brandy "cognac".
26. Whisky should be stored for at least 8 years, and the best quality finished wine should be stored for 15-20 years. After more than 20 years, the quality will decline.
27. The most famous and representative whiskies in the world are Scotch Whiskey, Irish Whiskey, American Whiskey and Canadian Whiskey.
28. According to the brewing method of wine, it can be divided into distilled wine, homemade wine and mixed wine.
29. Tsingtao Beer is produced in Qingdao Brewery, Shandong Province, with an alcohol content of 3.5 degrees and a wort concentration of 12 degrees.
30. Sensory points of various wines, including flavor, aroma and taste.
3 1. Brewed wine can be basically divided into four categories, namely table wine, sparkling wine, fortified wine and aromatic wine.
32. Blended wines in the world can be divided into three categories, namely aperitif, liqueur and liqueur.
33. When preparing cocktails, it should be noted that the production of a perfect drink often requires three conditions to cooperate with each other, namely, the selection of materials, the use of decorations and the proper use of cups.
34. According to the nature of services, various bars can be divided into internal supply bars, external service bars and comprehensive bars.
35, an excellent waiter, in addition to love service work, have skilled service skills and business knowledge, but also should have good service attitude, manners and observation, communication skills.
When talking with customers, waiters must stand, keep their eyes on each other and use gentle and patient language to show respect.
37, the waiter should have flexibility and adaptability, can skillfully use the established principles and procedures to solve emergencies.
38. Waiters should establish good relationships with managers, colleagues and guests, and strive to maintain safe, effective and successful services to promote the operation of restaurants.
39. When the waiter stands, his hands are crossed behind his back or hung in the pants (waiter) or his hands are clenched in front of his abdomen (waiter), his head is raised, his abdomen is in, his chest is out, his eyes are straight, his feet are together, and there is a punch in the middle.
40. The quality requirements of catering service personnel include service attitude, language, code of conduct, appearance and personal hygiene.
4 1, the waiter should pay attention to the language dialogue: the greeting should be standardized, the address should be appropriate, and the telephone language should be paid attention to.
42. Under the guidance of the foreman, the desk clerk should do a good job in restaurant service, meal preparation and cleaning.
43. The skills of catering service include tray, wine pouring, table setting, serving, dish dividing and napkin folding. Learning, mastering and skillfully using these basic skills is a necessary condition for doing a good job in catering services.
44. When loading the tray, the items in the tray should be neatly placed in an arc or a row.
45. When holding the tray lightly, the left hand naturally bends into a 90-degree angle, and the palm naturally forms a concave shape.
46. When trusting the tray, make sure that the bottom of the tray does not touch the shoulder, the front of the tray does not touch the mouth, and the back of the tray does not *.
47. The operation of big trusts should be flat, stable and loose.
48. The technical requirements for pouring wine are high, and it is necessary to do it without dripping or spilling, and many of them do not overflow.
49. The order of western food is first guest, then host, then female, then male, that is, according to the order of guest, host or female guest, host, male guest, and then other guests.
50, napkin folding, flexible grasp according to the specific situation, and strive to be simple, fast, neat, beautiful and generous.
5 1. According to the appearance of folded napkins, they can be divided into three categories: animals, plants and articles.
52. There are three ways to divide dishes at a Chinese banquet: separate tables, cooperation between two people and side tables.
53. Most western banquets use long tables, while Chinese banquets use round tables.
54. There is a lot of wine at western banquets. Almost every dish has a kind of wine. You should pour the wine before serving.
55. The basic skills of napkin folding are folding, pushing, rolling, wearing, taking, turning, pulling, breaking and pinching.
56. Chinese light meals are divided into two forms: standard meals and a la carte.
57. Chinese food is served in the following order: cold dish, hot dish, soup, snack and fruit.
58. When serving Chinese food, put the dish horizontally in the center of the turntable in the gap of the third seat next to the host's seat. In Chinese food service, it is more convenient to advocate the method of "upper right and lower right", which is also in line with the practice of catering services in various countries.
59. The characteristics and tasks of the zero-point restaurant: the main task is to receive sporadic guests for dinner; It is characterized by many and diverse guests, uncertain number, different tastes and different arrival times, which leads to large fluctuations in restaurant reception, heavy workload and long business hours.
60. Lunch and dinner service flow: pre-meal preparation, reception service, order taking, serving, dinner service, check-out, collection of money, warm send-off and finishing work.
6 1, the characteristics of group meals: large number of people, great differences in tastes, and fixed dining standards; The meal time is relatively fixed and the service requirements are quick.
62. Preparation before the banquet: grasp the situation, define the division of labor, arrange the banquet, familiarize yourself with the menu, stock up, set the table and arrange cold dishes.
63. The basic links of Chinese banquet service: the preparation before the banquet, the welcome before the banquet, the dining service during the banquet and the end of the banquet.
64. How much should the waiter know about the menu?
The waiter should be familiar with the banquet menu and the flavor characteristics of the main course, and be prepared for serving, delivering and answering the guests' inquiries about the dishes. At the same time, we should know the service level of each dish and ensure that the service is carried out accurately. For the menu, we should be able to accurately name each dish, accurately describe the flavor characteristics of each dish, accurately tell the ingredients of each dish, accurately know the preparation method of each dish, and serve it accurately.
65, all kinds of wine storage and custody should pay attention to what aspects?
All kinds of wines should be stored according to their own characteristics. White wine, champagne and sparkling wine are stored in cold storage respectively, and red wine is stored in special wine warehouse. Their normal storage temperature is generally higher than 10- 14 degrees Celsius. It is necessary to prevent strong light or direct contact with the wine bottle, avoid placing impurities other than alcohol in the wine warehouse, and prevent odor pollution.
When the alcohol content is less than 14%(V/V), the bottle should be laid flat with the label facing upward, so that the cork can be soaked and expanded by the wine, and the air can be isolated, thus achieving the purpose of anticorrosion.
For distilled liquor, most bottles need to be placed vertically to facilitate the volatilization of liquor in the bottles, so as to reduce the alcohol content and improve the liquor quality and liquor style.
66. Please write down the aging degree of brandy and the symbol on 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, especially high grade * VS.
67. China liquor can be divided into several types? What wine does each represent? Where are they produced?
(1) Maotai Sauce in Maotai Town Winery, Renhuai County, Guizhou Province
(2) Fenyang Xinghua Village Winery, Fenyang County, Shanxi Province.
(3) Wuliangye Luzhou-flavor Yibin Wuliangye Distillery, Yibin City, Sichuan Province
(4) The mixed flavor of Dong wine from Dong winery in Zunyi City, Guizhou Province.
(5) Sanhuajiu Mixiang Guilin Sanhuajiu Co., Ltd.
68. Cocktail preparation method: use a shaker, use a shaker, use a blender, and use a floating method.
69. Bar service procedures: pre-business preparation, wine delivery service, wine mixing service, checkout service and finishing work.
70. Code of Conduct for Restaurant Waiters: (1) Treat people politely and act reasonably; (2) Maintain personal cleanliness and hygiene; (3) punctuality in work and a sense of time; (4) Caring for colleagues, being helpful, having cooperation and team spirit, and giving full play to the goal of * * * *; (5) Be flexible and able to skillfully use established principles and degrees to solve emergencies; (6) Good language skills; (7) Understand the leadership intention and obey the leadership; (8) Cultivate work interest and develop potential; (9) Establish good relations with managers, colleagues and guests, and strive to maintain safe, effective and successful services to promote the operation of the restaurant.
7 1. Extraction sequence: first collect porcelain, such as plates, soup bowls and spoons. Then cash registers, knives, chopsticks, etc. Finally, according to the order of small square towel, napkin and glass wine set, move the tables one by one.
72. The general principle of napkin pattern selection: (1) Choose the pattern according to the nature of the banquet; (2) Choose the flower pattern according to the scale of the banquet; (3) cold splicing is carried out according to colors, and matched patterns are selected; (4) selecting flower patterns according to seasons; (5) according to the guest's identity, religious beliefs, customs and hobbies, choose flower patterns; (6) Choose patterns according to the arrangement of the guest and host seats.
73. The basic requirements for setting a table in a restaurant are: the tableware pattern is aligned, the distance is symmetrical, it is neat and beautiful, and it is clean and generous, providing guests with a comfortable dining position and a set of necessary dining utensils.
74. Banquet seating arrangement: arrange the number of tables according to the number of people attending the banquet, and reasonably determine the position of each table; Highlight the main table and open a main passage in the banquet hall to facilitate guests and waiters to walk; According to the identity of the host and guests attending the banquet, determine the corresponding seats.
75. How to deal with the waiter's careless soiling of the guest's clothes: apologize to the guest sincerely and try to clean it up. A waiter can't scrub for a female guest. He should let other waitresses do it for him or let the guests scrub themselves. If possible, we should send our guests' clothes to the washing department for free.
76. If the guest has booked a banquet, but the meal time hasn't arrived yet: (1) Contact the banquet sales department immediately to find out whether the guest canceled or postponed the banquet; (2) If the banquet is postponed, inform the kitchen immediately; (3) Cancel the banquet and claim compensation from the organizer according to regulations.
77. Handling of valet ordering: When a guest asks the waiter to order for him, the front desk waiter should carefully consider and observe, get to know the guest by watching, listening and asking, and make reasonable and appropriate arrangements according to the guest's customs, eating habits, specific number of people, consumption level and taste requirements. "Look" means looking at age, gender, attitude, behavior and mood; "Listening" is to judge the nationality and region by listening to the accent, and then recommend the corresponding dishes according to the dietary characteristics of the region and nationality. "Ask" is to ask the guests what specific requirements they have. People with religious beliefs should respect their life taboos when choosing dishes. After the variety is determined, you should tell the guests the variety, specifications and price of the dishes. After the guests agree, you can open the order notice and enter the kitchen.
78. What to do when the dish requested by the guest is not on the menu: When dealing with this situation, first ask the chef if this dish can be cooked well. If the kitchen has raw materials and the chef is willing to cooperate, it should be able to meet the requirements of the guests in one day; If the kitchen is temporarily out of raw materials, you should explain the cooking time to the guests or ask them to make a reservation.
79. Handling of guest complaints about the quality of dishes: When guests have complaints about the quality of dishes, they should think calmly and take them seriously. If the food does have quality problems, you should apologize to the guests immediately, get the consent of the supervisor and the assistance of the production department, and immediately change the food to another one with good quality, or suggest that the guests change to a dish with similar taste. If the guests are really unreasonable, they should report to the supervisor or manager and ask them to deal with it.
80. What should I do if the food ordered by the guest is sold out? If the food ordered by the guest has been sold out, I should tell the guest in time and apologize to the guest, and then ask the guest whether to change the food. If the guest says that he can change to a new dish, he should take the initiative to introduce some similar or simple dishes that can be served quickly, and fill in the menu quickly, so that the kitchen can prepare the dishes for the guests as soon as possible.
8 1. Handling of the guest's statement in doubt: The waiter asked the guest to wait for a while and go to the cashier to check it himself. If it is really the hotel's fault, he should sincerely apologize to the guests, cross off the redundant accounts on the menu and ask the guests to pay the bill; If the bill is correct, the waiter should take it to the guest and say, "Sir, after checking, the bill is correct. Would you please check it yourself? " When the guest checks it correctly, please pay, thank the guest sincerely and welcome the guest to come again. If the guest is unreasonable, ask the supervisor or manager to solve it.
82. How to order drinks for guests: (1) When ordering drinks for guests, you should stand on the host's right hand side or in an appropriate position and ask the guests what drinks or drinks they need; (2) When guests hesitate or ask what drinks we have, they should immediately recommend the varieties of drinks provided by the restaurant to the guests; (3) When introducing the varieties of drinks, there should be a pause in the middle to give guests a chance to consider and choose the varieties we introduced; (4) Repeat the types and quantities of drinks and drinks ordered by the guests for confirmation; (5) Finally, politely ask the guests to wait and provide drinks and drinks for the guests as soon as possible.
83. How to open red wine for guests: (1) Red wine should be placed in a wine basket or wine rack, stored at room temperature and not shaken, so as not to affect the quality of wine; (2) If the guests need it, they should carefully take it to the owner's right hand side together with the wine basket or wine rack (the trademark on the wine bottle faces outwards) for the guests to sign; (3) After the guest approves, put the wine bottle together with the wine basket or wine rack in a proper position on the table, and then prepare to open the bottle; (4) See the next question for the opening steps.
84. Steps for opening red wine: (1) Before opening the bottle, show the wine bottle to the guests; (2) First, wrap the bottle with a clean napkin cloth, then peel off the tin foil on the bottle mouth and wipe it clean. Screw the spiral cone for drilling wine into the bottle stopper, slowly pull up the bottle stopper, and then wipe the bottle mouth with a napkin; (3) In the process of opening a bottle, the movement should be light, so as not to shake the bottle to wash away the wine residue at the bottom of the bottle and affect the taste of the wine.
85. Handling of guests bringing their own drinks to the restaurant: (1) Explain to the guests that the restaurant must charge a bottle opening service fee according to the regulations; (2) After obtaining the consent of the guests, set corresponding glasses for the guests; (3) Provide supporting services for guests. For example, whisky and other wines should be added with ice, and rice wine should be heated.
86. Handling of knocking down a guest's glass: When the glass is knocked down due to careless operation, you should apologize to the guest and immediately lift the glass to check whether it is damaged. If it is damaged, replace it with a new cup immediately; If there is no damage, quickly spread a clean napkin on the wine trail, then put the glass back in its original place and pour it again; If the guest accidentally breaks or knocks over the cup, the front desk clerk should do the same; If the guest's clothes are dirty due to the waiter's fault, wipe them with a clean towel. If the stain is not cleaned, clean it for the guest free of charge with the consent of the guest. The waiter should not scrub the female guest, but ask the waitress to help him clean it.
87. A high-end banquet is a banquet with delicacies or local products as raw materials and dishes carefully cooked by famous chefs.
88. Formal banquets are usually held by the government, organizations and other relevant departments to welcome invited guests or thank the host.
89. A state banquet is a formal banquet hosted by a state leader or head of government to celebrate the country or welcome visiting foreign heads of state or government.
90. Banquet is a grand and formal catering activity to welcome, thank, congratulate and celebrate.
9 1, an informal banquet is an informal banquet for friends and relatives.
92. Reception is a flexible, convenient and economical banquet form. There are common buffets, cocktail parties and tea parties.
93. An ordinary banquet is a banquet composed of dishes made from ordinary raw materials such as pigs, cows, sheep, chickens, ducks, geese, eggs and aquatic products.
94. Cocktail party Cocktail party is a popular social and entertainment way. Mainly supply all kinds of drinks, but also provide simple snacks, snacks and a small amount of hot dishes, generally without seats.
95. The buffet dinner is a buffet in the form of standing meals, with no seats. The food provided is mainly cold meals and hot dishes.
96. Bars mainly sell all kinds of wines and drinks and deal in all kinds of snacks. At the same time, it is also a place for guests to talk about business, chat and entertain themselves.
97. The guest room mini-bar means that the hotel sets up a refrigerator and bar equipment in the guest room, prepares all kinds of drinks, and the guests can drink them at any time. The guests fill in the inventory list and notify the front desk.
98. Cocktail is an iced alcoholic beverage, which is made of two or more wines or wine mixed with fresh fruit juice.
99. Distilled liquor is obtained from fermented plants or grain crops by distillation, and its alcohol concentration is usually not less than 24%(V/V).
100, black tea is a kind of tea that has been withered, twisted, fermented and dried.
10 1. Catering service is the sum of a series of behaviors of catering staff to provide food and drinks for dining guests.
102, the zero point restaurant is a restaurant where guests can eat at will and pay their own bills. Usually, the table has been set and reservations are accepted.
103. Room service refers to the service provided by the hotel to meet the living habits or special requirements of the guests.
104. Front desk service refers to the service provided face to face by waiters in restaurants, bars and other catering facilities.
105. Takeaway service means that the hotel sends people to the guest's residence or the guest's designated place to provide banquet service.
106, catering service pre-control refers to all management efforts made before meals in order to make the service reach the predetermined goal.
107. On-site control of service quality refers to supervising on-site catering services, making them standardized and programmed, and handling accidents quickly and properly.
108, the feedback control of catering service quality refers to finding the shortcomings of service in the preparation stage and the implementation stage through the feedback of quality information, and taking measures to strengthen pre-control and on-site control, so as to improve the service quality and make the guests more satisfied.