CR-0018Page1of4STANDARDSTANDARDOPERATINGOPERATINGPROCEDUREPROCEDURETASK:HOWTOSERVEAHANDTOWEL任务：如何服务手巾TASKNUMBER:CR-0018编号DEPARTMENT:F&B–ChineseRestaurant部门中餐厅DATEISSUED:Jan.2008执行日期2008年1月GUESTThatuponseatingatthetableacleanhotorcoldhandtowelisservedwithin5minutes,EXPECTATION:onatoweltraybyfriendlyandefficientstaff.客户期望客人入座后五分内，服务员用手巾托服务干净的热/冷毛巾。TIMETOTRAIN:10minutes培训时间10分钟Whyisthistaskimportantforyouandourguests?为什么这个课题对你和我们的客人都很重要Answers:答案1.TomaximizeguestsatisfactionCR-0018Page2of4最大化提升客人的满意度。2.Toensuretheguestreceivesacleantowelwithtray确保客人得到干净的手巾3.Toensuretheservicestaffisknowledgeableandconfidentservingahotorcoldtowel确保客人懂得如何服务热/冷毛巾STEPSHOW/STANDARDSTRAININGQUESTIONS步骤怎样做/标准培训提问GeneralHandtowelwillbechangedduring1.Whydoyouusehottowelsin总则specialmealperiod,i.e.crabs,shrimps,thewinterandcoldintheroastpigeonsummer?在服务特殊菜品时更换手巾，例如为什么要在冬天上热手巾夏天蟹、虾乳鸽等上冷手巾？Beforethemeal:Hottowelsareservedduringwinterandcoldtowelareservedduringsummer.上菜前：冬天上热手巾，夏天上冷手巾Duringthemeal:Onlyhottowelsareserved服务中：只上热手巾Afterthemeal:Hottowelsareservedduringwinterandcoldtowelareservedduringsummer.餐后：冬天上热手巾，夏天上冷手巾Afterthemenucourseandservedtheteaforguest,handtowelwillbechangedautomatically.上菜完毕服务茶水后，手巾要自动更CR-0018Page3of4换1)Pre-servicetowelprocedureMakethetowelswetwithtapwater.1.Whyshouldthetowelbewet?服务手巾程序用自来水浸湿手巾为什么手巾要湿润？Squeezetheaccesswateroutofthetowel2.Whyshouldthetowelnotbetosothetowelremainsdamp.wet?用手把水拧干保持手巾湿润为什么手巾不能太潮湿？Foldthetowelinhalfonceandrollthe3.Whyshouldyourollittightly?toweltightly.为什么手巾要卷紧？把手巾对折然后卷紧Placethetowelneatlystackedinthewarmerorchiller.(Specialequipment)将手巾整齐的摆放在热柜和冷柜中（特殊的设备）2)PreparethetowelTakethetoweltongandplaceonetowel1.Whyshouldyouuseatowel准备手巾outofthewarmer/chillerandputitontray?thetoweltray为什么要使用手巾托用手巾夹从热柜/冷柜中取出并放到2.Whyshouldyouuseaservice手巾托上tray?Placethetraysonaservicetrayand为什么要使用托盘？proceedtothetable.用托盘盛放手巾走到桌子前3)ServingthetowelSay:“Excuseme,sir/madamorMr./(DRILLLANGUAGE)