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(共23张PPT)
项目五 点餐服务
Project 5 Dish-ordering Service
任务1 中餐点菜服务
Task 1: Chinese Dish-ordering Service
情境导入
客人为什么拒绝结账？
01/
03/
中餐点菜的基本服务流程
Service procedures of taking order in Chinese restaurant
点菜前的准备工作
Preparation before taking order
02/
点菜服务的方法
The method of dish-ordering service
04/
点菜推销的语言技巧
The language skills of selling the dish
一、点菜前的准备工作 Preparation before taking order
1.了解菜单上菜肴的制作方法、烹调时间、口味特点和装盘要求。Be familiar with the recipe, cooking time, flavor characteristics and the requirements of put food into plate.
2.了解菜单上菜肴的单位，即一份菜的规格和分量等，通常以大盘、小盘、斤、只等来表示。Know well about the units on the menu.
3.掌握客源国和地区的饮食习惯和菜肴知识，了解客人口味及饮食需求，便于做好建议。Master the dietary habits and dishes of the guest countries and regions, and be familiar with guest’s taste and dietary requirements which could give better recommendations to the guest.
4.掌握不同人数的客人所需要菜肴的组成和分量。To master the composition and components of dishes required by different numbers of guests.
5.掌握上菜顺序、时机和作料搭配。Master the order sequence, timing and seasonings.
二、中餐点菜的基本服务流程 Service procedures of taking order in Chinese restaurant
在接受客人点菜时，服务员要掌握方法并具备灵活处理问题的能力。When taking orders for the guests, the waiter should master the method and could handle problems flexibly.
现代饭店管理之父
埃尔斯沃思 密尔顿 斯塔特勒
是指按冷菜、热菜、酒水、主食的程序进行。This method refers to the order process of cold dishes, hot dishes, drinks and staple food.
是指向客人推荐店内的招牌菜、特色菜、时令菜、创新菜等。The method is to recommend the restaurant's signature dishes, specialties, seasonal dishes, innovative dishes, etc.
按顾客的消费动机来推销。This method refers to selling dishes according to customer's consumption motivation.
按照顾客的特性来进行推销。This method is selling according to the customer's characteristics.
1.推荐点菜法 Recommendation method
4.心理点菜法 Psychological ordering
3.推销点菜法
Sales promotion method
2.程序点菜法
A la carte ordering method
三、点菜服务的方法 The method of dish-ordering service
四、点菜推销的语言技巧 The language skills of selling the dish
任务作业 Project assignments
依据设定情境，以小组为单位，
为外国友人推荐中餐厅的特色菜。
项目五 点餐服务
Project 5 Dish-ordering Service
任务2 西餐点菜服务
Task 2: Western Dish-ordering Service
小组讨论
不同类型餐厅的点单程序是一样的吗？
01/
03/
接受点叫
Acceptance of a la carte
递送菜单
Passing the menu
02/
西餐点餐基本流程
Basic process of western dining order
一、递送菜单 Passing the menu
（1）站在客人右侧呈递菜单时，轻轻将菜单放在客人餐位中间，注意菜单正面标识朝上。
When the menu is presented on the right side of the guest, gently place the menu in the middle of the guest’s table and pay attention to the front sign of the menu facing up.（2）原则上每位客人一份菜单，当无法满足时应告知客人。
In principle, each guest has a menu and should be informed when it is unsatisfactory.（3）呈递菜单时注意女士优先的原则，然后沿着餐桌以顺时针方向依次递送给客人。
Pay attention to the principle of “ladies first” when presenting menus, and then deliver them clockwise to the guests along the dining table.（4）菜单递送完毕后，可暂时离开客人餐桌，给予客人充分的时间翻看菜单。
After the menu is delivered, the attendant can leave the guest’s table temporarily and give the guests enough time to take a look.（5）主动向客人介绍餐厅推荐菜品。
Take the initiative to introduce the restaurant’s recommended dishes to the guests.
二、接受点叫 Acceptance of a la carte
（一）接受点叫餐前饮品或酒水 Accept pre-meal drinks or drinks（1）先介绍餐厅的相关饮品及酒水，由女主人或女士开始依顺时针方向点叫餐前饮品，然后是男士。
Introduce the related beverage in the restaurant. Order the pre-meal drinks clockwise from thehostess or lady, followed by the man.
（2）若西式宴会客人较多，可将客人所点饮品写在餐位平面图上。
If there are more guests at a western-style banquet, the drinks ordered by the guests can be written on the seat distribution map.（3）开具点餐单。
Make an order.（4）依客人所点，到吧台取出所点酒水及饮料。
Depending on what the guests ordered, go to the bar and take out the drinks.
二、接受点叫 Acceptance of a la carte
（二）接受点菜 Accept orders （1） 关注客人查看菜单的进程，当发现客人有需要点菜的趋势时，立刻上前接受点菜。
Pay attention to the process of menu checking. When you find that the guests have a tendencyto order, go ahead and accept the order immediately.
（2） 点菜顺序：西式宴会点餐先从主人开始，依顺时针方向点菜；夫妻或情侣，以男士为先；若无法分辨主人，可视谁先准备点菜，然后从该客人开始按顺时针方向依次点菜，或由年长者开始。
The sequence of ordering: For western-style banquet order, it starts from the host, and continues in a clockwise order; For couples, take the man as the first; If the attendant can not distinguish the host, just see who is preparing to order first, and then start with this person and continue clockwise, or from the elderly.
（3）点菜时站在客人左侧，手持点菜单，不可将菜单放到客人餐桌上，稍微弯腰倾听客人点餐并记录。
Stand on the left side of the guest when ordering. Hold the menu with hands and never put the menu on the guest’s table. Bend slightly to listen to the guest’s order and record it.
二、接受点叫 Acceptance of a la carte
（4）为客人点菜时，可以适当向客人推荐或介绍餐厅特色菜品。
When ordering for guests, recommend or introduce the restaurant’s special dishes appropriately.（5）当客人不知如何点菜时，向客人解释菜品相关内容及烹调方法等。
When the guest does not know how to order, explain the relevant contents and cooking methods to the guest.（6）当菜品有多种烹饪方法时，需要特别注意的事项应向客人详细解释，并问明客人需求。如牛排要几分熟、需要哪种沙拉酱等。
When there are several kinds of cooking methods, and some special matters needed attention, the attendant should explain to the guests in detail and ask about their needs. For example, the attendant can say,“How would you like your steak ”or “What kind of salad dressing do you need ”（7）按照西餐出菜顺序详细记录客人点单，并向客人重复确认无误后下单。
Make a detailed record of the order according to the sequence of the western food, and repeat to make the confirmation from the guests before placing the order.（8）收回菜单，向客人致谢。
Take the menu back and thank the guests.
二、接受点叫 Acceptance of a la carte
（三）接受点叫餐后甜品及饮料 Accept desserts and beverage（1）介绍餐厅推荐甜品及饮料，注意女士优先的原则，按顺时针方向一一接受点叫， 并做好记录。
Introduce desserts and beverage recommended by restaurants. Pay attention to the principle of“ladies first”. Accept orders clockwise and keep records.（2）若客人点咖啡或茶，要问明冷、热，是否需要糖、奶等具体细节。
If a guest orders coffee or tea, ask for specific details such as the temperature, and whether he/ she needs sugar or milk.
三、西餐点餐基本流程 Basic process of western dining order
（一）高档西餐厅的点餐服务 High-end western restaurant’s ordering service
三、西餐点餐基本流程 Basic process of western dining order
（二）普通西餐厅的点餐服务 Ordinary western restaurant’s ordering service
三、西餐点餐基本流程 Basic process of western dining order
（三）咖啡厅的点餐服务 Ordering service in café
任务作业 Project assignments
依据设定情境，以小组为单位，
完成点餐服务。
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Thanks

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