FnB-TSP-GEN039.docVIP

工作标准程序 Standard Procedures DEPARTMENT: FB Lobby Lounge Bar TSP CODE: FnB-TSP-GEN039 TASK: How to serve a bottle of red wine? 如何开瓶服务红葡萄酒 OBJECTIVE: Associates will be able to open and serve a bottle of red wine without breaking the cork at the end of the training. 培训结束后，受训人员能够正确的开瓶和服务红葡萄酒，而不损坏木塞。 What’s for the Company?对酒店的意义 5-Star service is our standard 保持五星级的服务标准 Ensure guest is 100% happy with the wine 确保客人对红酒是百分之百的满意 What’s in it for Associate?对员工的意义 A skill to learn and master 掌握新的技能 Showmanship is all yours 本领属于员工自己 Skill can be used in private life 可以发挥使用于日常生活当中 EFFECTIVE DATE: August 15, 2009 REMARKS: Assuming server is right handed. Trainer should emphasize the handling of corked wine or allegedly corked wine. Never argue with guests, suggest having another type of wine. Handle the allegedly corked wine with sommelier or manager when time permits. 通常员工会使用右手，培训员着重于有木塞的葡萄酒，不要和客人发生争论，可以建议客人尝试其他种类的葡萄酒。最好实际操作练习 Never forget to praise and to motivate whenever you can. 自我提醒，坚持标准 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ TRAINING AIDS EQUIPMENT NEEDED: Underliner side plate , Wine Opener, Wine Napkin, a bottle of Red Wine, and Red Wine Glasses. 垫碟（边盘）、葡萄酒启瓶器、葡萄酒口布、一瓶红葡萄酒和红葡萄酒杯。 No. Task Breakdown Minimum Standard Trainer’s Notes 1. Approach the bartender with the wine orders. 拿着葡萄酒订单到酒吧吧员那里。 Show how to carry a bottle of red wine. Explain why wine should not be shaken. 示范如何拿取红葡萄酒 解释为何不要晃动葡萄酒 2. Inform the bartender about the type of wine, the bin number, and the table number. 告知吧员葡萄酒的种类、编码、和桌号。 3. Obtain the wine from the bar and check the bottle of wine to ensure that it is the right label, the right bin number and the right vintage. 从酒吧取酒，核对酒瓶，保证正确的标签、编码和酿酒日期。 Do explain terms that relate to vilification 酒的日期对品质有影响 4. Check that the bottle has no dust or stains. 检查酒瓶没有灰尘和污点。 Ensure that the label is not torn or dirty. 确认标签没有被撕坏，不