本书共分为8 个项目,包括:认识餐饮服务(Cognition of Catering Services),预订、问候及领位服务(Reservation, Greeting, Hostess Service),餐前准备 (Preparation),摆台(Table Setting),点餐服务(Order Service),酒水服务(Beverage Service),席间服务(Table Service),结账和送客服务 (Handling Payment and Seeing off Guests)每个项目下又分为若干个任务,大部分任务都包括任务评价(Task Evaluation)和拓展阅读(Extended Reading)等内容。本书注重理论与实践的结合,并穿插了众多案例。本书既可以作为餐饮服务教学的学生指导用书,也可以作为餐饮企业人员的培训和学习资料。

餐饮服务的品质包括:服务效率、适时服务、与客人沟通良好、服务一致性、良好的服务态度、具备专业知识、服务具有弹性、建立顾客反馈系统。
The quality of catering services includes: service efficiency, timely service, good communication with guests, consistency of service, good service attitude, professional knowledge of service personnel, flexibility of service, and establishment of customer feedback system.
(一)服务效率Service efficiency
对餐厅服务人员而言,在工作中表现快速而顺畅,能够使客人感到舒适自在。在餐厅营业前做好相应的准备工作,团队成员配合良好,能使工作效率提高,从而顺利完成服务接待工作。
For restaurant service personnel, the performance of a rapid and smooth rhythm in the work can make guests feel comfortable. That the service personnel make the corresponding preparation work before the restaurant is open and the team members cooperate well, can make the working efficiency improve, thus smoothly completing the service reception work.
(二)适时服务Timely service
一名**的服务人员要能够随时观察并预知客人的潜在需求,主动并适时地提供适当的服务。
A good service personnel should be able to observe and predict the potential needs of guests, to deliver appropriate services initiatively at proper time.
(三)与客人沟通良好Good communication with guests
服务人员与客人的沟通方式会因为餐厅类型不同而有所差异,同时,服务人员应针对不同类型的客人适时调整自己的沟通方式。若客人刻意保持与服务人员的距离,不愿多沟通,那么服务人员就尽量不要打扰客人。
The ways of communication between service personnel and guests will vary according to the types of restaurant. At the same time, the service personnel should adjust their communication methods according to different types of guests. If guests deliberately maintain a distance from service personnel and do not want to do more communication, then service personnel should not disturb guests as far as possible.
(四)服务一致性Consistency of service
若客人喜欢餐厅的食物、环境、服务,就会再度光临餐厅。如果餐厅无法提供一致性、高水准的食物和服务,客源就会逐渐流失。服务的一致性是指针对每一位客人在每一个时刻,均能提供一致的高品质服务。
If guests like the restaurant’s food, environment and service, then they will come to the restaurant again. If the restaurant can not provide a consistent standard of food and service, the guests will gradually leave. Consistency of service means that every guest can be

项目一 认识餐饮服务 / 1 Project 1 Cognition of Catering Services / 1 项目二 预订、问候及领位服务 / 33 Project 2 Reservation, Greeting, Hostess Service / 33 项目三 餐前准备 / 55 Project 3 Preparation / 55 项目四 摆台 / 79 Project 4 Table Setting / 79 项目五 点餐服务 / 111 Project 5 Order Service / 111 项目六 酒水服务 / 133 Project 6 Beverage Service / 133 项目七 席间服务 / 155 Project 7 Table Service / 155 项目八 结账和送客服务 / 181 Project 8 Handling Payment and Seeing off Guests / 181 参考文献 / 202