Мальська М.П. Готельний бізнес: теорія та практика

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431

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS — SERVICE:

ɋɌȺɇȾȺɊɌɂ —

ɈȻɋɅɍȽɈȼɍȼȺɇɇə:

8 The drinks order must be correct. Ɂɚɦɨɜɥɟɧɧɹ ɧɚɩɨʀɜ ɩɨɜɢɧɧɨ ɛ

ɬɢ

ɜɿɪɧɢɦ.

9 Drinks must be a

riatel

garnished.

ɇɚɩɨʀ ɩɨɜɢɧɧɿ ɛ

ɬɢ ɜɿɞɩɨɜɿɞɧɨ

ɨɮɨɪɦɥɟɧɢɦɢ.

10 The waiter must handle

lassware

the stem and base of

lass at all

times.

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɬ

ɢɦɚɬɢ ɛɨɤɚɥ

ɡɚ ɧɿɠɤɭ ɚɛɨ ɡɚ ɨɫɧɨɜɭ ɛɨɤɚɥɭ.

11 The bevera

e must be

oured in

front of the

uest in the case of

canned, bottled or mixed drinks

(i.e. not prepoured).

ɇɚɩɿɣ ɧɚɥɢɜɚɽɬɶɫɹ ɧɚɜɩɪɨɬɢ ɝɨɫ-

ɬɹ, ɧɚɩɿɣ ɩɨɬɪɿɛɧɨ ɧɚɥɢɬɢ ɡ ɝɪɚɮɿ-

ɧɚ, ɩɥɹɲɤɢ ɬɚ ɿɧ.

12 The waiter must take order with

ladies first.

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɫɩɟ

ɜɡɹɬɢ

ɡɚɦɨɜɥɟɧɧɹ ɭ ɠɿɧɤɢ.

13 Waiter must maintain e

e contac

during order taking.

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɩɿɞɬ

ɢɦ

ɜɚɬɢ

ɡɨɪɨɜɢɣ ɤɨɧɬɚɤɬ ɩɿɞ ɱɚɫ ɡɚɦɨɜ-

ɥɟɧɧɹ.

14 Employee must have good product

knowled

e with re

ard to the

menu.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɞɨɛ

ɟ ɡɧɚɬɢ

ɩɪɨɞɭɤɬɢ, ɳɨ ɫɬɨɫɭɸɬɶɫɹ ɦɟɧɸ.

15 Waiter must obtain full an

com

lete orders

(

i.e. cookin

instructions, bread

reference

etc.).

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɜɡɹɬɢ ɩɨɜɧɟ

ɿ ɡɚɜɟɪɲɟɧɟ ɡɚɦɨɜɥɟɧɧɹ (ɿɧɫɬɪɭɤ-

ɰɿʀ ɡ ɩɪɢɝɨɬɭɜɚɧɧɹ, ɩɟɪɟɜɚɝɢ ɫɬɨ-

ɫɨɜɧɨ ɯɥɿɛɚ ɬɚ ɿɧ.).

16 Waiter must brin

riate

cutlery as per order.

ɿɰɿɚɧɬ ɩ

ɢɧɨɫɢɬɶ ɜɿɞɩɨɜɿɞɧɢɣ

ɩɨɫɭɞ ɧɚ ɡɚɦɨɜɥɟɧɧɹ.

17 Li

ht meal must be served within

15 minutes of order.

Ʌɟɝɤɿ ɫɬ

ɚɜɢ ɩɨɞɚɸɬɶɫɹ

ɨɞɨɜɠ

15 ɯɜ. ɡ ɦɨɦɟɧɬɚ ɡɚɦɨɜɥɟɧɧɹ.

18 All

lated items must be serve

with as little disru

tion to the

guest as possible.

Ɉɮɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɩɪɢɧɟɫɬɢ ɫɬɪɚ-

ɜɢ ɡ ɤɭɯɧɿ ɝɨɫɬɸ ɡ ɧɚɣɦɟɧɲɢɦ ɟɫ-

ɬɟɬɢɱɧɢɦɢ ɜɿɞɯɢɥɟɧɧɹɦɢ.

19 The order must be correct an

complete.

Ɂɚɦɨɜɥɟɧɧɹ ɩɨɜɢɧɧɨ ɛ

ɬɢ ɜɿ

ɧɢɦ

ɿ ɩɨɜɧɢɦ.

432

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS — SERVICE:

ɋɌȺɇȾȺɊɌɂ —

ɈȻɋɅɍȽɈȼɍȼȺɇɇə:

20 All a

riate condiments mus

be automatically offered (i.e. ket-

chup, mayonnaise etc.).

Ɉɮɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɨɞɪɚɡɭ ɡɚɩɪɨ-

ɩɨɧ

ɜɚɬɢ

ɫɿ ɜɿɞɩɨɜɿɞɧɿ ɩ

ɢɩ

ɚɜɢ

(ɤɟɬɱɭɩ, ɦɚɣɨɧɟɡ ɬɚ ɿɧ.).

21 Condiments must be served in

riate containers

(

i.e. decante

from the bottle or miniature form).

ɉɪɢɩɪɚɜɢ ɩɨɜɢɧɧɿ ɩɨɞɚɜɚɬɢɫɶ ɭ ɜɿɞ-

ɩɨɜɿɞɧɨɦɭ ɩɨɫɭɞɿ (ɩɟɪɟɥɢɬɿ ɡ ɩɥɹɲ-

ɤɢ ɱɢ ɡ ɦɿɧɿɚɬɸɪɢ).

Waiter must offer additional

drinks within 2 minutes of drin

being empty.

ɉɿɫɥɹ ɫɩɨɠɢɜɚɧɧɹ ɧɚɩɨɸ, ɨɮɿ-

ɰɿɚɧɬ ɩɨɜɢɧɟɧ ɡɚɩɪɨɩɨɧɭɜɚɬɢ ɣɨɝɨ

ɞɨɞɚɬɤɨɜɨ.

Dishes must be cleared within 3 mi-

nutes of all

uests finishin

thei

meals.

ɉɿɫɥɹ ɬɨɝɨ ɹɤ

ɫɿ ɝɨɫɬɿ ɫɩɨɠɢɥɢ

ʀɠ

, ɨ

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɩ

ɢɛ

ɚɬɢ ɡɿ

ɫɬɨɥɭ ɭɩɪɨɞɨɜɠ 3 ɯɜ.

24 The waiter must automaticall

offer desserts.

Ɉɮɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɨɞɪɚɡɭ ɡɚɩɪɨ-

ɩɨɧɭɜɚɬɢ ɞɟɫɟɪɬ.

Dessert must be served within

10 minutes of order being taken.

Ⱦɟɫɟ

ɬ ɩɨɞɚɽɬɶɫɹ

ɨɞɨɜɠ 10 ɯɜ.

ɩɿɫɥɹ ɡɚɦɨɜɥɟɧɧɹ.

Waiter must automaticall

offe

coffee/tea.

Ɉɮɿɰɿɚɧɬ ɨɞɪɚɡɭ ɩɪɨɩɨɧɭɽ ɤɚ-

ɜɭ/ɱɚɣ.

27 Waiter clarifies the

uest’s

coffee/tea

reference

(

i.e.

cappuccino, espresso etc.).

ɿɰɿɚɧɬ ɜɢɹɫɧɹɽ ɩɟ

ɟɜɚɝɢ ɝɨɫɬɹ

ɳɨɞɨ ɤɚɜɢ/ɱɚɸ

(

ɤɚɩ

ɱɿɧɨ, ɟɫɩ

ɟɫɨ

ɬɚ ɿɧ.).

Coffee/tea must be served within

5 minutes of order or within 5 mi-

nutes of the dessert being cleared.

Ʉɚɜɚ/ɱɚɣ ɩɨɞɚɸɬɶɫɹ

ɨɞɨɜɠ 5 ɯɜ.

ɩɿɫɥɹ ɡɚɦɨɜɥɟɧɧɹ ɚɛɨ ɩ

ɨɬɹɝɨɦ

5 ɯɜ. ɩɿɫɥɹ ɬɨɝɨ, ɹɤ ɩɪɢɛɪɚɥɢ ɞɟɫɟɪɬ.

The waiter must offer to

our the

coffee/tea.

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɡɚɩ

ɨɩɨɧ

ɜɚɬɢ

ɧɚɥɢɬɢ ɤɚɜɭ/ɱɚɣ.

Milk/cream must be offered with

the coffee/tea.

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɡɚɩ

ɨɩɨɧ

ɜɚɬɢ

ɦɨɥɨɤɨ/ɜɟɪɲɤɢ ɞɨ ɤɚɜɢ.

31 Sugar selection must include sweete-

ner, white and/or brown as required.

ȼɢɛɿɪ ɰɭɤɪɭ ɩɨɜɢɧɟɧ ɜɤɥɸɱɚɬɢ —

ɛɿɥɢɣ, ɤɨɪɢɱɧɟɜɢɣ ɿ ɡɚɦɿɧɧɢɤ ɰɭɤɪɭ.

32 In the case of su

ar cubes su

tongs/spoons must be present.

əɤɳɨ ɰ

ɤɨ

ɿɧɚɞ ɞɥɹ ɧɶɨɝɨ

ɩɨɜɢɧɧɿ ɛɭɬɢ ɳɢɩɰɿ/ɥɨɠɟɱɤɚ.

433

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS — SERVICE:

ɋɌȺɇȾȺɊɌɂ —

ɈȻɋɅɍȽɈȼɍȼȺɇɇə:

33 Waiter must re

lace ashtra

afte

each cigarette was extinguished.

Ɉɮɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɡɚɦɿɧɢɬɢ ɩɨɩɿ-

ɥɶɧɢɱɤɭ ɳɨɪɚɡ ɹɤ ɝɿɫɬɶ ɝɚɫɢɬɶ ɫɢ-

ɝɚɪɟɬɭ.

An em

ee must visit the table

to ascertain at an

oint if service

was satisfactory.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɿɞɜɿɞ

ɜɚɬɢ

ɫɬɿɥ, ɳɨɛ ɞɿɡɧɚɬɢɫɶ ɱɢ ɜɿɞɦɿɧɧɟ

ɨɛɫɥɭɝɨɜɭɜɚɧɧɹ.

35 Employee must thank/acknowled-

e the

uest u

on leavin

the

restaurant.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɞɹɤ

ɜɚɬɢ

ɜɩɿɡɧɚɬɢ ɝɨɫɬɹ, ɤɨɥɢ ɜɿɧ ɩɨɤɢɞɚɽ

ɪɟɫɬɨɪɚɧ.

ACCOUNTING —

BILL PRESENTATION:

ɈȻɅȱɄ —

ȼɂɋɌȺȼɅȿɇɇə ɊȺɏɍɇɄɍ:

The bill must be

rovided within

three minutes of request.

Ɋɚɯ

ɧɨɤ ɧɚɞɚɽɬɶɫɹ

ɨɞɨɜɠ 3 ɯɜ.

ɩɿɫɥɹ ɩɪɨɯɚɧɧɹ ɝɨɫɬɹ.

37 The bill must be

resented in

a clean bill fold/tray with hotel pen.

Ɋɚɯɭɧɨɤ ɩɨɞɚɽɬɶɫɹ ɭ ɱɢɫɬɨɦɭ ɮɨɥ-

ɞɟɪɿ/ɧɚ ɩɿɞɧɨɫɿ ɪɚɡɨɦ ɡ ɪɭɱɤɨɸ.

38 The bill must be clearl

itemize

and correct.

Ɋɚɯɭɧɨɤ ɩɨɜɢɧɟɧ ɛɭɬɢ ɜɿɪɧɢɣ ɿ ɱɿɬ-

ɤɨ ɞɟɬɚɥɿɡɨɜɚɧɢɣ.

39 Waiter must collect

men

promptly.

Ɉɮɿɰɿɚɧɬ ɨɞɪɚɡɭ ɛɟɪɟ ɩɥɚɬɿɠ.

40 The waiter must return correc

change.

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɩ

ɚɜɢɥɶɧɨ ɞɚɬɢ

ɪɟɲɬɭ.

If cash

ment, em

ee mus

automatically offer receipt (i.e. bill

displays settlement by cash).

əɤɳɨ

ɨɡ

ɚɯɨɜ

ɸɬɶɫɹ ɝɨɬɿɜɤɨɸ,

ɿɰɿɚɧɬ ɨɞ

ɚɡ

ɜɢɞɚɽ ɤɜɢɬɚɧɰɿɸ

(ɪɚɯɭɧɨɤ ɜɿɞɨɛɪɚɠɚɽ ɫɩɥɚɬɭ ɝɨɬɿɜ-

ɤɨɸ).

42 If credit card

ment em

must verify signature.

əɤɳɨ ɫɩɥɚɬɚ ɡɞɿɣɫɧɸɽɬɶɫɹ ɤɪɟ-

ɞɢɬɧɨɸ ɤɚɪɬɤɨɸ, ɩɪɚɰɿɜɧɢɤ ɭɬɨɱ-

ɧɸɽ ɩɿɞɩɢɫ.

THE EMPLOYEE: ɉɊȺɐȱȼɇɂɄ:

ees a

ear or

anized an

work as a team.

ɉɪɚɰɿɜɧɢɤɢ ɨɪɝɚɧɿɡɨɜɚɧɿ ɿ ɫɤɨɪɢ-

ɝɨɜɚɧɨ ɩɪɚɰɸɸɬɶ.

434

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

THE EMPLOYEE: ɉɊȺɐȱȼɇɂɄ:

44 The em

ee dressed in a clean,

pressed and complete uniform.

ɚɰɿɜɧɢɤ ɨɞɹɝɧɟɧɢɣ

ɱɢɫɬɢɣ,

ɩɨɩ

ɚɫɨɜɚɧɢɣ ɿ ɩɨɜɧɢɣ ɤɨɦɩɥɟɤɬ

ɭɧɿɮɨɪɦɢ.

45 Em

ee’s shoes must be of

a corporate standard.

ȼɡ

ɬɬɹ ɩ

ɚɰɿɜɧɢɤɿɜ ɩɨɜɢɧɧɟ ɛ

ɬɢ

ɤɨɪɩɨɪɚɬɢɜɧɨɝɨ ɫɬɚɧɞɚɪɬɭ.

46 The em

ee must wear a name

badge (if applicable).

ɉɪɚɰɿɜɧɢɤɢ ɩɨɜɢɧɧɿ ɜɢɤɨɪɢɫɬɨɜɭ-

ɜɚɬɢ ɿɞɟɧɬɢɮɿɤɚɬɨɪ (ɹɤɳɨ ɧɟɨɛ-

ɯɿɞɧɨ).

47 The employee must be well groo-

med.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɛɭɬɢ ɞɨɝɥɹɧɭ-

ɬɢɣ.

48 The em

ee must maintain e

contact with the guest.

ɉɪɚɰɿɜɧɢɤ ɩɿɞɬɪɢɦɭɽ ɡɨɪɨɜɢɣ ɤɨɧ-

ɬɚɤɬ ɿɡ ɝɨɫɬɟɦ.

49 The em

ee must smile an

exhibit a friendly manner.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɫɦɿɯɚɬɢɫɶ

ɿ ɩɪɨɹɜɥɹɬɢ ɞɨɛɪɨɡɢɱɥɢɜɿɫɬɶ.

50 The em

ee must have a

workin

knowled

e of the En

lish

language.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɨɥɨɞɿɬɢ ɧɚ ɧɟ-

ɨɛɯɿɞɧɨɦɭ ɪɿɜɧɿ ɿɧɨɡɟɦɧɨɸ ɦɨɜɨɸ.

51 Em

ee must res

ect

uest’s

resence when interactin

with

other colleagues.

ɉɿɞ ɱɚɫ ɪɨɡɦɨɜɢ ɡ ɤɨɥɟɝɨɸ, ɩɪɚ-

ɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɡ ɩɨɜɚɝɨɸ ɜɿɞɧɨ-

ɫɢɬɢɫɶ ɞɨ ɩɪɢɫɭɬɧɨɫɬɿ ɝɨɫɬɹ.

52 Em

ee must be attentive to the

guest’s needs at all times.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɤɨɠɧɨɝɨ

ɚɡ

ɛɭɬɢ ɭɜɚɠɧɢɦ ɞɨ ɩɨɬɪɟɛ ɝɨɫɬɹ.

PRODUCT — MENU AND FOOD: ɉɊɈȾɍɄɌ — Ɇȿɇɘ ɌȺ ȲɀȺ:

The menu must be clean and in

good repair.

Ɇɟɧɸ ɩɨɜɢɧɧɨ ɛɭɬɢ ɱɢɫɬɢɦ ɿ ɞɨɛ-

ɪɟ ɩɿɞɝɨɬɨɜɥɟɧɢɦ.

54 The menu must be varied in

content.

Ɂɦɿɫɬ ɦɟɧɸ ɩɨɜɢɧɟɧ ɛɭɬɢ ɪɿɡɧɨ-

ɦɚɧɿɬɧɢɦ.

55 Two ve

etarian o

tions must be

available.

ȼ ɦɟɧɸ ɩɨɜɢɧɧɿ ɛɭɬɢ ɞɜɿ ɜɟɝɟɬɚɪɿ-

ɚɧɫɶɤɿ ɫɬɪɚɜɢ.

56 The food must be

resented in an

appealing manner.

ɋɬɪɚɜɚ ɩɨɜɢɧɧɚ ɛɭɬɢ ɜɜɿɱɥɢɜɨ ɩɨ-

ɞɚɧɚ.

435

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

PRODUCT — MENU AND FOOD: ɉɊɈȾɍɄɌ — Ɇȿɇɘ ɌȺ ȲɀȺ:

The food must directl

resemble

its descri

tion from the restauran

menu.

ɋɬɪɚɜɢ ɩɨɜɢɧɧɿ ɩɨɜɧɿɫɬɸ ɜɿɞɩɨɜɿ-

ɞɚɬɢ ʀɯɧɶɨɦɭ ɨɩɢɫɭ ɜ ɦɟɧɸ ɪɟɫɬɨ-

ɪɚɧɚ.

The food must be fresh and of

good flavour.

Ȳɠɚ ɩɨɜɢɧɧɚ ɛ

ɬɢ ɫɜɿɠɚ ɿ ɩ

ɢɽɦɧɚ

ɧɚ ɡɚɩɚɯ (ɫɦɚɤ).

59 Food must be served at the correc

temperature.

ɋɬɪɚɜɢ ɩɨɞɚɸɬɶɫɹ ɜɿɞɩɨɜɿɞɧɨʀ ɬɟɦ-

ɩɟɪɚɬɭɪɢ.

60 The texture and colour of the foo

must be acceptable.

ɋɤɥɚɞ ɬɚ ɤɨɥɿɪ ɫɬɪɚɜɢ ɩɨɜɢɧɟɧ ɛɭ-

ɬɢ ɩɪɢɣɧɹɬɧɢɣ.

Portions must be of acce

table

size.

ɉɨ

ɰɿʀ ɩɨɜɢɧɧɿ ɛ

ɬɢ ɩ

ɢɣɧɹɬɧɨɝɨ

ɪɨɡɦɿɪɚ.

62 The food must be cooked as

requested.

Ȳɠɚ ɩɨɜɢɧɧɚ ɛ

ɬɢ ɩ

ɢɝɨɬɨɜɥɟɧɚ ɡɚ

ɜɢɦɨɝɚɦɢ.

63 Coffee/tea must be hot, fresh an

appropriately brewed.

Ʉɚɜɚ/ɱɚɣ ɩɨɜɢɧɧɿ ɛ

ɬɢ ɝɚ

ɹɱɿ,

ɫɜɿɠɿ ɿ ɩɨɞɚɧɿ ɜɿɞɩɨɜɿɞɧɨ.

PRODUCT —

TABLE LAYOUT:

ɉɊɈȾɍɄɌ —

ɊɈɁɆȱɓȿɇɇə ɋɌɈɅȱȼ:

64 All tables must be consistently laid

up in the lounge/restaurant.

ɍɫɿ ɫɬɨɥɢ ɭ ɮɨɣɽ ɬɚ ɪɟɫɬɨɪɚɧɿ ɩɨ-

ɜɢɧɧɿ ɛɭɬɢ ɩɨɫɥɿɞɨɜɧɨ ɧɚɤɪɢɬɿ.

65 Place mat/table cloth must be

clean and free of debris.

ɉɨɤ

ɢɬɬɹ

ɟɫɬɨ

ɚɧɿ/ɫɤɚɬɟ

ɬɢɧɢ

ɩɨɜɢɧɧɿ ɛɭɬɢ ɱɢɫɬɢɦɢ, ɛɟɡ ɫɦɿɬɬɹ.

Correct cutler

must be used fo

its intended purpose and it must be

clean and matching in pattern.

ɇɟɨɛɯɿɞɧɨ ɜɢɤɨɪɢɫɬɨɜɭɜɚɬɢ ɜɿɞ-

ɩɨɜɿɞɧɿ ɫɬɨɥɨɜɿ ɩɪɢɛɨɪɢ ɞɥɹ ʀɯ-

ɧɶɨɝɨ ɩ

ɹɦɨɝɨ ɩ

ɢɡɧɚɱɟɧɧɹ. ȼɨɧɢ

ɩɨɜɢɧɧɿ ɛ

ɬɢ ɱɢɫɬɿ ɿ ɩɿɞɯɨɞɢɬɢ ɩɨ

ɞɢɡɚɣɧɭ.

67 Crocker

must be clean, free of

chips and match in pattern.

ɉɨɫɭɞ ɩɨɜɢɧɟɧ ɛɭɬɢ ɱɢɫɬɢɣ ɧɟ-

ɩɨɲɤɨɞɠɟɧɢɣ ɿ ɜɿɞɩɨɜɿɞɚɬɢ ɩɨ ɞɢ-

ɡɚɣɧɭ.

The

lassware must be clean,

unchipped and matched in pattern.

ɋɤɥɹɧɢɣ ɩɨɫɭɞ ɩɨɜɢɧɟɧ ɛɭɬɢ ɱɢɫ-

ɬɢɣ, ɧɟɩɨɲɤɨɞɠɟɧɢɣ ɿ ɜɿɞɩɨɜɿɞɚɬɢ

ɩɨ ɞɢɡɚɣɧɭ.

436

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

PRODUCT —

TABLE LAYOUT:

ɉɊɈȾɍɄɌ —

ɊɈɁɆȱɓȿɇɇə ɋɌɈɅȱȼ:

69 The na

kin must be clean,

resse

and free of an

stains/tears

kins acce

table,

serviettes are not).

ɋɟɪɜɟɬɤɢ ɩɨɜɢɧɧɿ ɛɭɬɢ ɱɢɫɬɿ, ɩɨ-

ɩɪɚɫɨɜɚɧɿ ɛɟɡ ɠɨɞɧɢɯ ɩɥɹɦ/ɩɨɲ-

ɤɨɞɠɟɧɶ

(

ɩɚɩɟ

ɨɜɿ ɫɟ

ɜɟɬɤɢ ɧɟ

ɩɪɢɣɧɹɬɧɿ).

70 The salt and

er cruets must be

rovided. It must be clean and full

(if applicable to meal).

ɇɚ ɫɬɨɥɿ ɩɨɜɢɧɟɧ ɛ

ɬɢ ɩɨɫ

ɞ ɡɿ

ɫɿɥɥɸ ɬɚ ɩɟɪɰɟɦ, ɜɨɧɢ ɩɨɜɢɧɧɿ ɛɭ-

ɬɢ ɱɢɫɬɿ ɿ ɧɚɩɨɜɧɟɧɿ.

PRODUCT — PHYSICAL

CONDITION OF VENUE:

ɉɊɈȾɍɄɌ — ɎȱɁɂɑɇɂɃ ɋɌȺɇ

ɉɊɂɆȱɓȿɇɇə:

71 The car

et/tiles must be free an

clean of any stains or debris.

Ʉɢɥɢɦ/ɩɥɢɬɤɚ ɩɨɜɢɧɧɿ ɛ

ɬɢ ɱɢɫɬɿ

ɜɿɞ ɛɭɞɶ-ɹɤɢɯ ɩɥɹɦ ɱɢ ɫɦɿɬɬɹ.

72 All li

ht fixtures must be full

illuminated.

ɍɫɿ ɨɫɜɿɬɥɸɜɚɥɶɧɿ ɩɪɢɥɚɞɢ ɩɨɜɢ-

ɧɧɿ ɫɜɿɬɢɬɢɫɶ.

73 All walls must be clean and free of

any chips, scuffs or marks.

ɍɫɿ ɫɬɿɧɢ ɩɨɜɢɧɧɿ ɛ

ɬɢ ɱɢɫɬɿ, ɛɟɡ

ɠɨɞɧɢɯ ɩɨɲɤɨɞɠɟɧɶ.

74 All mirrors must be

olished an

free of any smudges.

ɍɫɿ ɞɡɟɪɤɚɥɚ ɩɨɜɢɧɧɿ ɛɭɬɢ ɩɪɨɬɟɪ-

ɬɢɦɢ, ɛɟɡ ɩɥɹɦ.

75 All windows must be clean an

free of any streaks or spots.

ɍɫɿ ɜɿɤɧɚ ɩɨɜɢɧɧɿ ɛ

ɬɢ ɱɢɫɬɿ, ɛɟɡ

ɩɥɹɦ.

76 All

lant and floral decorations

must be fresh.

ɍɫɿ ɜɚɡɨɧɢ ɬɚ ɤɜɿɬɤɨɜɿ ɞɟɤɨ

ɚɰɿʀ

ɩɨɜɢɧɧɿ ɛɭɬɢ ɫɜɿɠɿ.

77 The loun

e must be at an

ambient/comfortable temperature.

Ɍɟɦɩɟ

ɚɬ

ɭɪ

ɚ ɜ

ɨɣɽ ɩɨɜɢɧɧɚ ɛ

ɬɢ

ɤɨɦɮɨɪɬɧɨɸ(ɤɿɦɧɚɬɧɨɸ).

78 The table must be steady. ɋɬɿɥ ɩɨɜɢɧɟɧ ɛɭɬɢ ɫɬɿɣɤɢɦ.

79 The table/chair le

s must be free

of an

scuffs/scratches an

matching in colour.

ɇɿɠɤɢ ɫɬɨɥɿɜ/ɤ

ɿɫɟɥ ɩɨɜɢɧɧɿ ɛ

ɬɢ

ɛɟɡ ɛɭɞɶ-ɹɤɢɯ ɩɨɲɤɨɞɠɟɧɶ ɿ ɜɿɞ-

ɩɨɜɿɞɚɬɢ ɩɨ ɤɨɥɶɨɪɭ.

80 The chair’s u

holster

must be

clean, matchin

and in

repair.

Ɉɛɛɢɜɤɚ ɧɚ ɤ

ɿɫɥɚɯ ɩɨɜɢɧɧɚ ɛ

ɬɢ

ɱɢɫɬɚ, ɭ ɞɨɛɪɨɦɭ ɫɬɚɧɿ.

437

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

DRINKS SERVICE

ɈȻɋɅɍȽɈȼɍȼȺɇɇə

ȼɂɉɂȼɄɈɘ:

STANDARDS — SERVICE:

ɋɌȺɇȾȺɊɌɂ —

ɈȻɋɅɍȽɈȼɍȼȺɇɇə:

1 Guest must be acknowledged wi-

thin 1 minute of arrival.

Ƚɨɫɬɹ ɜɩɿɡɧɚɸɬɶ

ɨɞɨɜɠ ɨɞɧɿɽʀ

ɯɜɢɥɢɧɢ ɡ ɦɨɦɟɧɬɚ ɩɪɢɛɭɬɬɹ.

2Em

ee must

reet

uest in

a pleasant and friendly manner.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɜɿɱɥɢɜɨ ɿ ɞɨɛ-

ɪɨɡɢɱɥɢɜɨ ɩɪɢɜɿɬɚɬɢ ɝɨɫɬɹ.

3 The drinks order must be taken

within 3 minutes of seating.

Ɉɮɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɜɡɹɬɢ ɡɚɦɨɜ-

ɥɟɧɧɹ ɜɢɩɢɜɤɢ

ɨɞɨɜɠ 3 ɯɜ.

ɪɨɡɦɨɜɢ.

4The em

ee must show

roduct knowled

e when takin

the order.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɪɨɹɜɢɬɢ ɡɧɚɧ-

ɧɹ ɩ

ɨɞ

ɤɬ

ɩɿɞ ɱɚɫ ɡɞɿɣɫɧɟɧɧɹ

ɡɚɦɨɜɥɟɧɧɹ.

5 Waiter must take orders with

ladies first.

ɿɰɿɚɧɬ ɫɩɟ

ɩɨɜɢɧɟɧ ɜɡɹɬɢ

ɡɚɦɨɜɥɟɧɧɹ ɭ ɠɿɧɤɢ.

6 The waiter must ask if guest would

like ice in his drink (if applicable).

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɡɚɩɢɬɚɬɢ ɝɨɫɬɹ

ɱɢ ɧɟ ɛɚɠɚɽ ɝɿɫɬɶ ɥɶɨɞɭ ɭ ɫɜɿɣ ɧɚ-

ɩɿɣ (ɹɤɳɨ ɩɿɞɯɨɞɢɬɶ).

7 Waiter must maintain e

e contac

during order taking.

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɩɿɞɬ

ɢɦ

ɜɚɬɢ

ɡɨɪɨɜɢɣ ɤɨɧɬɚɤɬ ɩɿɞ ɱɚɫ ɡɞɿɣɫɧɟɧ-

ɧɹ ɡɚɦɨɜɥɟɧɧɹ.

8 Waiter must ascertain if

uest was

eatin

within the hotel and offe

menus (if applicable).

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɞɿɡɧɚɬɢɫɶ ɱɢ ɧɟ

ɯɚɪɱɭɜɚɜɫɹ ɝɿɫɬɶ ɭ ɪɟɫɬɨɪɚɧɿ ɝɨɬɟ-

ɥɸ ɿ ɡɚɩ

ɨɩɨɧ

ɜɚɬɢ ɦɟɧɸ

(

ɹɤɳɨ

ɩɨɬɪɿɛɧɨ).

9 The drinks must be served within

5 minutes of order.

ȼɢɩɢɜɤɚ ɩɨɞɚɽɬɶɫɹ ɭɩɪɨɞɨɜɠ 5 ɯɜ.

ɡ ɦɨɦɟɧɬɚ ɡɚɦɨɜɥɟɧɧɹ.

10 All drinks must be served fro

a tray.

ɍɫɿ ɧɚɩɨʀ ɩɨɞɚɸɬɶɫɹ ɡ ɩɿɞɧɨɫɚ.

11 If wine b

the

lass is ordered, the

waiter must

resent the bottle to

the

uest and

our directl

fro

the bottle.

əɤɳɨ ɡɚɦɨɜɢɥɢ ɜɢɧɨ ɧɚ

ɨɡɥɢɜ,

ɨɮɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɩɪɟɞɫɬɚɜɢɬɢ ɝɨɫɬɸ

ɩɥɹɲɤɭ ɿ ɧɚɥɢɬɢ ɩɪɹɦɨ ɡ ɩɥɹɲɤɢ.

438

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS — SERVICE:

ɋɌȺɇȾȺɊɌɂ —ɈȻɋɅɍȽɈȼɍ-

ȼȺɇɇə:

12 Waiter must handle

lass fro

stem or base at all times.

Ɉɮɿɰɿɚɧɬ ɡɚɜɠɞɢ ɩɨɜɢɧɟɧ ɬɪɢɦɚɬɢ

ɛɨɤɚɥ ɡɚ ɧɿɠɤɭ ɚɛɨ ɡɚ ɨɫɧɨɜɭ ɛɨɤɚɥɚ.

Did waiter supply and place drinks

on coaster?

Ɉɮɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɩɪɢɧɟɫɬɢ ɜɢɩɢ-

ɜɤɭ ɿ ɪɨɡɦɿɫɬɢɬɢ ʀʀ ɧɚ ɩɿɞɫɬɚɜɰɿ.

14 The drinks order must be correct. Ɂɚɦɨɜɥɟɧɧɹ ɩɨɜɢɧɧɨ ɛɭɬɢ ɜɿɪɧɢɦ.

15 The bevera

e must be

oured in

front of the

uest in the case of

canned, bottled or mixed drinks

(i.e. not prepoured).

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɧɚɥɢɜɚɬɢ ɧɚɩɿɣ

ɧɚɩ

ɨɬɢ ɝɨɫɬɹ

ɜɢɩɚɞɤ

, ɹɤɳɨ

ɧɚɩɿɣ ɩɨɞɚɽɬɶɫɹ ɡ ɝ

ɿɧɚ, ɛɨɤɚɥɚ

ɬɨɳɨ.

16 The drinks must be served in the

correct glassware.

ɇɚɩɨʀ ɩɨɜɢɧɧɿ ɩɨɞɚɜɚɬɢɫɶ ɭ ɜɿɞ-

ɩɨɜɿɞɧɨɦɭ ɫɤɥɹɧɨɦɭ ɩɨɫɭɞɿ.

17 Glasses must be clean,

olishe

and free of any cracks or chips.

ɋɤɥɹɧɢɣ ɩɨɫɭɞ ɩɨɜɢɧɟɧ ɛɭɬɢ ɱɢɫ-

ɬɢɦ, ɧɚɬɟɪɬɢɣ, ɛɟɡ ɛɭɞɶ ɹɤɢɯ ɩɨ-

ɲɤɨɞɠɟɧɶ.

Garnishes must be fresh an

appropriate.

Ƚɚɪɧɿɪ ɩɨɜɢɧɟɧ ɛɭɬɢ ɫɜɿɠɢɦ ɿ ɜɿɞ-

ɩɨɜɿɞɧɢɦ.

19 The drink must be a

riatel

chilled (if applicable).

ɇɚɩɿɣ ɩɨɜɢɧɟɧ ɛ

ɬɢ ɜɿɞɩɨɜɿɞɧɨ

ɨɯɨɥɨɞɠɟɧɢɣ (ɹɤɳɨ ɧɟɨɛɯɿɞɧɨ).

In the case of a mixed drink, a sti

stick must be provided.

ɍ ɜɢɩɚɞɤɭ ɡɦɿɲɚɧɢɯ ɧɚɩɨʀɜ ɧɟɨɛ-

ɯɿɞɧɨ ɞɨɞɚɬɢ ɩɚɥɢɱɤɭ ɞɥɹ ɪɨɡɦɿ-

ɲɭɜɚɧɧɹ.

Waiter must automaticall

offe

snacks.

Ɉɮɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɨɞɪɚɡɭ ɡɚɩɪɨ-

ɩɨɧɭɜɚɬɢ ɡɚɤɭɫɤɭ.

22 The snack bowl/plate must be full. Ɇɢɫɤɚ/ɱɚɲɚ ɡ ɡɚɤ

ɫɤɚɦɢ ɩɨɜɢɧɧɚ

ɛɭɬɢ ɩɨɜɧɚ.

Waiter must su

serviettes with

the snacks/drinks.

Ɉɮɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɩɪɢɧɟɫɬɢ ɫɟɪ-

ɜɟɬɤɢ ɡ ɡɚɤɭɫɤɨɸ/ɧɚɩɨɹɦɢ.

24 The snacks must be fresh. Ɂɚɤɭɫɤɚ ɩɨɜɢɧɧɚ ɛɭɬɢ ɫɜɿɠɨɸ.

25 In the case of shelled nuts o

olives, a

it bowl must be

provided.

əɤɳɨ ɝɨ

ɿɲɤɢ ɿɡ ɲɤɚ

ɩɤɨɸ ɚɛɨ

ɦɚɫɥɢɧɢ ɧɚ ɡɚɤ

ɫɤ

, ɧɟɨɛɯɿɞɧɨ

ɩɨɞɚɬɢ ɱɚɲɭ ɞɥɹ ɤɿɫɬɨɱɤɢ.

439

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS — SERVICE:

ɋɌȺɇȾȺɊɌɂ —ɈȻɋɅɍȽɈȼɍ-

ȼȺɇɇə:

26 Vacated tables must be

rom

cleared.

ȼɿɥɶɧɿ ɫɬɨɥɢɤɢ ɩɨɜɢɧɧɿ ɛɭɬɢ ɨɞ-

ɪɚɡɭ ɩɪɢɛɪɚɧɿ.

27 All drinks must be cleared usin

a tray.

ɍɫɿ ɧɚɩɨʀ ɩ

ɢɛɢ

ɚɸɬɶɫɹ ɡɿ ɫɬɨɥ

ɡɚ ɞɨɩɨɦɨɝɨɸ ɩɿɞɧɨɫɭ.

28 Waiter must offer an additional

drink within 2 minutes of

lass

being empty.

ɉɿɫɥɹ ɬɨɝɨ ɹɤ ɧɚɩɿɣ ɞɨɩɢɥɢ, ɨɮɿ-

ɰɿɚɧɬ ɩɨɜɢɧɟɧ ɞɨɞɚɬɤɨɜɨ ɡɚɩɪɨɩɨ-

ɧɭɜɚɬɢ ɜɢɩɢɜɤɭ ɭɩɪɨɞɨɜɠ 2 ɯɜ.

29 A barman or waiter must be

visible at all times.

Ȼɚɪɦɟɧ ɱɢ ɨɮɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɩɨ-

ɫɬɿɣɧɨ ɛɭɬɢ ɧɚ ɜɢɞɭ.

30 Waiter must re

lace ashtra

afte

each cigarette was extinguished.

Ɉɮɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɡɚɦɿɧɢɬɢ ɩɨ-

ɩɿɥɶɧɢɱɤɭ ɩɿɫɥɹ ɤɨɠɧɨʀ ɩɨɝɚɲɟɧɨʀ

ɫɢɝɚɪɟɬɢ.

31 The waiter must thank/acknowled-

ge the guest upon leaving the bar.

Ɉɮɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɩɨɞɹɤɭɜɚɬɢ/ɜɩɿ-

ɡɧɚɬɢ ɝɨɫɬɹ ɤɨɥɢ ɜɿɧ ɩɨɤɢɞɚɽ ɛɚɪ.

ACCOUNTING —

BILL PRESENTATION:

ɈȻɅȱɄ —

ȼɂɋɌȺȼɅȿɇɇə ɊȺɏɍɇɄɍ:

Waiter must provide the bill wi-

thin three minutes of request.

Ɉɮɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɩɪɢɧɟɫɬɢ ɪɚɯɭ-

ɧɨɤ

ɨɞɨɜɠ 3 ɯɜ. ɩɿɫɥɹ ɬɨɝɨ, ɹɤ

ɝɿɫɬɶ ɩɨɩɪɨɫɢɜ ɪɚɯɭɧɨɤ.

33 Waiter must

resent the bill in

a clean bill fold/tra

with hotel

pen.

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɞɚɬɢ

ɚɯ

ɧɨɤ

ɭ ɱɢɫɬɨɦɭ ɮɨɥɞɟɪɿ/ɧɚ ɩɿɞɧɨɫɿ ɡ ɪɭɱ-

ɤɨɸ ɝɨɬɟɥɸ.

34 The bill must be clearl

itemize

and correct.

Ɋɚɯɭɧɨɤ ɩɨɜɢɧɟɧ ɛɭɬɢ ɱɿɬɤɨ ɞɟɬɚ-

ɥɿɡɨɜɚɧɢɣ ɿ ɜɿɪɧɢɦ.

35 Waiter must collect

men

promptly.

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɨɞ

ɚɡ

ɜɡɹɬɢ

ɩɥɚɬɿɠ.

The waiter must return correc

change.

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɞɚɬɢ ɩ

ɚɜɢɥɶɧɨ

ɪɟɲɬɭ.

If cash

ment, waiter mus

automatically offer receipt (i.e. bill

displays settlement by cash).

ɚɡɿ ɫɩɥɚɬɢ ɝɨɬɿɜɤɨɸ ɨ

ɿɰɿɚɧɬ

ɩɨɜɢɧɟɧ ɨɞɪɚɡɭ ɡɚɩɪɨɩɨɧɭɜɚɬɢ ɤɜɢ-

ɬɚɧɰɿɸ (ɪɚɯɭɧɨɤ ɜɿɞɨɛɪɚɠɚɽ ɫɩɥɚ-

ɬɭ ɝɨɬɿɜɤɨɸ).

440

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

THE EMPLOYEE: ɉɊȺɐȱȼɇɂɄ:

38 Em

ees must a

ear or

anize

and work as a team.

ɉɪɚɰɿɜɧɢɤɢ ɨɪɝɚɧɿɡɨɜɚɧɿ ɿ ɫɤɨɪɢ-

ɝɨɜɚɧɨ ɩɪɚɰɸɸɬɶ.

39 The em

ee must be dressed in

a clean,

ressed and com

lete

uniform.

ɚɰɿɜɧɢɤ ɨɞɹɝɧɟɧɢɣ

ɱɢɫɬɢɣ,

ɩɨɩ

ɚɫɨɜɚɧɢɣ ɿ ɩɨɜɧɢɣ ɤɨɦɩɥɟɤɬ

ɭɧɿɮɨɪɦɢ.

40 Em

ee’s shoes must be of

a corporate standard.

ȼɡɭɬɬɹ ɩɪɚɰɿɜɧɢɤɿɜ ɩɨɜɢɧɧɨ ɜɿɞɩɨ-

ɜɿɞɚɬɢ ɤɨɪɩɨɪɚɬɢɜɧɨɦɭ ɫɬɚɧɞɚɪɬɭ.

41 The em

ee must wear a name

badge (if applicable).

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɢɤɨɪɢɫɬɨɜɭɜɚ-

ɬɢ ɿɞɟɧɬɢɮɿɤɚɬɨɪ (ɹɤɳɨ ɧɟɨɛɯɿɞɧɨ).

42 The employee must be well groo-

med.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɛɭɬɢ ɞɨɝɥɹɧɟ-

ɧɢɣ.

43 The em

ee must maintain e

contact with the guest.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɿɞɬ

ɢɦ

ɜɚɬɢ

ɡɨɪɨɜɢɣ ɤɨɧɬɚɤɬ ɡ ɝɨɫɬɟɦ.

44 The em

ee must smile an

exhibit a friendly manner.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɫɦɿɯɚɬɢɫɶ

ɿ ɩɪɨɹɜɥɹɬɢ ɞɨɛɪɨɡɢɱɥɢɜɿɫɬɶ.

45 The em

ee must have a

workin

knowled

e of the En

lish

language.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɨɥɨɞɿɬɢ ɧɚ ɧɟ-

ɨɛɯɿɞɧɨɦɭ ɪɿɜɧɿ ɿɧɨɡɟɦɧɨɸ ɦɨɜɨɸ.

46 Em

ee must be attentive to the

guest’s needs at all times.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɛ

ɬɢ

ɜɚɠɧɢɦ

ɞɨ ɩɨɬɪɟɛ ɝɨɫɬɹ.

PRODUCT — PHYSICAL

CONDITION OF BAR/LOUNGE:

ɉɊɈȾɍɄɌ — ɎȱɁɂɑɇɂɃ ɋɌȺɇ

ȻȺɊɍ/ɎɈɃȯ:

47 Tables in the bar must be

consistently laid.

ɋɬɨɥɢ ɭ ɛɚɪɿ ɩɨɜɢɧɧɿ ɛɭɬɢ ɪɨɡɫɬɚ-

ɜɥɟɧɿ ɭ ɩɨɫɥɿɞɨɜɧɨɫɬɿ.

48 The car

et/tiles free and clean of

any stains or debris?

Ʉɢɥɢɦ/ɩɥɢɬɤɚ ɩɨɜɢɧɧɿ ɛ

ɬɢ ɱɢɫɬɿ,

ɛɟɡ ɠɨɞɧɢɯ ɩɥɹɦ ɱɢ ɫɦɿɬɬɹ.

49 Were all li

ht fixtures full

illuminated?

ɍɫɿ ɨɫɜɿɬɥɸɜɚɥɶɧɿ ɩɪɢɥɚɞɢ ɩɨɜɢ-

ɧɧɿ ɛɭɬɢ ɩɨɜɧɿɫɬɸ ɿɥɸɦɿɧɨɜɚɧɿ.

50 Were all walls clean and free of

any chips, scuffs or marks?

ɍɫɿ ɫɬɿɧɢ ɩɨɜɢɧɧɿ ɛ

ɬɢ ɱɢɫɬɿ ɛɟɡ

ɠɨɞɧɢɯ ɩɨɲɤɨɞɠɟɧɶ.

51 Were all mirrors

olished and free

of any smudges?

ɍɫɿ ɞɡɟɪɤɚɥɚ ɩɨɜɢɧɧɿ ɛɭɬɢ ɧɚɩɨɥɿ-

ɪɨɜɚɧɿ ɛɟɡ ɠɨɞɧɢɯ ɩɥɹɦ.