Мальська М.П. Готельний бізнес: теорія та практика

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441

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

PRODUCT — PHYSICAL

CONDITION OF BAR/LOUNGE:

ɉɊɈȾɍɄɌ — ɎȱɁɂɑɇɂɃ ɋɌȺɇ

ȻȺɊɍ/ɎɈɃȯ:

52 Were all windows clean and free

of any streaks or spots?

ɍɫɿ ɜɿɤɧɚ ɩɨɜɢɧɧɿ ɛ

ɬɢ ɱɢɫɬɿ ɿ ɛɟɡ

ɠɨɞɧɢɯ ɩɨɲɤɨɞɠɟɧɶ ɿ ɩɥɹɦ.

Were all

lant and floral

decorations fresh?

ɍɫɿ ɜɚɡɨɧɢ ɿ ɤɜɿɬɤɨɜɿ ɞɟɤɨɪɚɰɿʀ ɩɨ-

ɜɢɧɧɿ ɛɭɬɢ ɫɜɿɠɿ.

54 Were ample ashtrays available? ɉɨɩɿɥɶɧɢɰɶ ɩɨɜɢɧɧɨ ɛɭɬɢ ɞɨɫɬɚɬɧɶɨ.

55 If a bar list was

rovided, was i

clean and in good repair?

əɤɳɨ ɽ ɫɩɢɫɨɤ ɜɢɩɢɜɤɢ, ɜɿɧ ɩɨɜɢɧɟɧ

ɛɭɬɢ ɱɢɫɬɢɦ ɿ ɜ ɧɚɥɟɠɧɨɦɭ ɫɬɚɧɿ.

56 Was the table steady? ɋɬɿɥ ɩɨɜɢɧɟɧ ɛɭɬɢ ɫɬɿɣɤɢɦ.

57 Were the table/chair le

s free of

scuffs/scratches and matchin

in colour

ɇɿɠɤɢ ɫɬɨɥɚ/ɤ

ɿɫɥɚ ɩɨɜɢɧɧɿ ɛ

ɬɢ

ɛɟɡ ɠɨɞɧɢɯ ɩɨɞ

ɹɩɢɧ ɿ ɩɿɞɯɨɞɢɬɢ

ɩɨ ɤɨɥɶɨɪɭ.

Was the chair’s u

holster

clean,

matching and in good repair?

Ɉɛɛɢɜɤɚ ɤɪɿɫɟɥ ɩɨɜɢɧɧɚ ɛɭɬɢ ɱɢɫ-

ɬɨɸ, ɩɿɞɯɨɞɢɬɢ ɩɨ ɞɢɡɚɣɧɭ ɿ ɜ ɞɨɛ-

ɪɨɦɭ ɫɬɚɧɿ.

Was the bar counter clean, dry and

free of any debris?

Ȼɚ

ɧɚ ɫɬɿɣɤɚ ɩɨɜɢɧɧɚ ɛ

ɬɢ ɱɢɫɬɚ

ɿ ɛɟɡ ɠɨɞɧɢɯ ɩɥɹɦ.

60 Were all brand bottles prominently

dis

ed, free of an

dust with

labels facing forward?

ɍɫɿ ɦɚ

ɤɢ ɩɥɹɲɨɤ ɩɨɜɢɧɧɿ ɛ

ɬɢ

ɩɨɦɿɬɧɨ ɜɢɫɬɚɜɥɟɧɿ, ɩɥɹɲɤɢ ɩɨ-

ɜɢɧɧɿ ɛɭɬɢ ɛɟɡ ɩɨɪɨɯɭ ɿ ɡ ɟɬɢɤɟɬ-

ɤɨɸ ɩɨɜɟɪɧɭɬɨɸ ɧɚɩɟɪɟɞ.

61 The loun

e/bar must be at an

ambient/comfortable temperature.

ɍ ɮɨɣɽ/ɛɚɪɿ ɬɟɦɩɟɪɚɬɭɪɚ ɧɚɜɤɨ-

ɥɢɲɧɶɨɝɨ ɩɨɜɿɬ

ɹ ɩɨɜɢɧɧɚ ɛ

ɬɢ

ɤɨɦɮɨɪɬɧɨɸ.

62 A

riate music must

a pleasant level.

ȼɿɞɩɨɜɿɞɧɚ ɦɭɡɢɤɚ ɩɨɜɢɧɧɚ ɫɬɜɨ-

ɪɸɜɚɬɢɫɶ ɧɚ ɩɪɢɽɦɧɨɦɭ ɬɟɦɛɪɿ.

IN ROOM DINING ɈȻȱȾ ɍ ɄȱɆɇȺɌȱ

STANDARDS —

ORDER TAKING:

ɋɌȺɇȾȺɊɌ —

ɁȾȱɃɋɇȿɇɇə ɁȺɆɈȼɅȿɇɇə:

1 The tele

hone must be answere

within 3 rings or 10 seconds.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɿɞɩɨɜɿɫɬɢ ɧɚ

ɬɟɥɟ

ɨɧɧɢɣ ɞɡɜɿɧɨɤ

ɨɞɨɜɠ

3 ɞɡɜɿɧɤɿɜ ɚɛɨ 10 ɫɟɤ.

442

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS —

ORDER TAKING:

ɋɌȺɇȾȺɊɌ —

ɁȾȱɃɋɇȿɇɇə ɁȺɆɈȼɅȿɇɇə:

The em

ee must answer the

hone with the a

riate

greeting (good morning/afternoon)

and identify the department.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɿɞɩɨɜɿɫɬɢ ɧɚ

ɬɟɥɟɮɨɧɧɢɣ ɞɡɜɿɧɨɤ ɡ ɜɿɞɩɨɜɿɞɧɢɦ

ɜɿɬɚɧɧɹɦ

(

ɞɨɛ

ɨɝɨ

ɚɧɤ

/ɞɨɛ

ɨɝɨ

ɞɧɹ) ɿ ɧɚɡɢɜɚɸɱɢ ɜɿɞɞɿɥ.

3 If caller was put on hold it sho-

uldn’t exceed 30 seconds.

əɤɳɨ ɨɫɨɛɭ, ɹɤɚ ɬɟɥɟɮɨɧɭɽ ɩɪɨ-

ɫɹɬɶ ɩɨɱɟɤɚɬɢ, ɰɟ ɧɟ ɩɨɜɢɧɧɨ ɬɪɢ-

ɜɚɬɢ ɛɿɥɶɲɟ 30 ɫɟɤ.

4Tthe em

ee must ascertain the

uest’s name, and use it at leas

once during the conversation.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɞɿɡɧɚɬɢɫɶ ɿɦ’ɹ

ɝɨɫɬɹ ɿ ɡɜɟɪɬɚɬɢɫɹ ɩɨ ɿɦɟɧɿ ɩɪɢ-

ɧɚɣɦɧɿ ɨɞɢɧ ɪɚɡ ɩɿɞ ɱɚɫ ɪɨɡɦɨɜɢ.

5The em

ee must have a

workin

knowled

e of the En

lish

language.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɨɥɨɞɿɬɢ ɧɚ ɧɟ-

ɨɛɯɿɞɧɨɦɭ ɪɿɜɧɿ ɿɧɨɡɟɦɧɨɸ ɦɨɜɨɸ.

The back

round must be free of

any noise or any disturbances.

ɇɚ ɬɟ

ɢɬɨ

ɿʀ ɛɟɤɨ

ɿɫ

ɧɟ ɩɨɜɢɧɧɨ

ɛɭɬɢ ɡɚɣɜɨɝɨ ɲɭɦɭ.

7The em

ee must s

eak in

a clear and pleasant manner.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɝɨɜɨɪɢɬɢ ɡɪɨ-

ɡɭɦɿɥɨ ɿ ɜɜɿɱɥɢɜɨ.

8The em

ee must be able to

answer an

uestions with re

ards

to the menu.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɦɨɝɬɢ ɜɿɞɩɨ-

ɜɿɫɬɢ ɧɚ ɛɭɞɶ-ɹɤɟ ɡɚɩɢɬɚɧɧɹ ɫɬɨ-

ɫɨɜɧɨ ɦɟɧɸ.

9The em

ee must obtain a full

and com

lete order

(

i.e. cookin

instructions, bread preference etc.).

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɜɡɹɬɢ ɩɨɜɧɟ

ɿ ɡɚɜɟɪɲɟɧɟ ɡɚɦɨɜɥɟɧɧɹ (ɿɧɫɬɪɭɤ-

ɰɿʀ ɡ ɩɪɢɝɨɬɭɜɚɧɧɹ, ɩɟɪɟɜɚɝɢ ɫɬɨ-

ɫɨɜɧɨ ɯɥɿɛɚ).

10 The em

ee must accommodate

any off menu requests.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɢɤɨɧɚɬɢ

ɛɭɞɶ-ɹɤɟ ɡɚɦɨɜɥɟɧɧɹ ɦɟɧɸ.

If dessert ordered, the em

must offer the

uest the o

tion of

servin

it u

on com

letion of the

main course.

əɤɳɨ ɝɿɫɬɶ ɡɚɦɨɜɢɜ ɞɟɫɟɪɬ, ɩɪɚ-

ɰɿɜɧɢɤ ɩ

ɨɩɨɧ

ɽ ɝɨɫɬɸ ɧɚ ɜɢɛɿ

ɫɟɪɜɿɪɭɜɚɧɧɹ ɜɿɞɩɨɜɿɞɧɨ ɞɨ ɫɤɥɚɞɭ

ɨɫɧɨɜɧɨʀ ɫɬɪɚɜɢ.

12 Tthe em

ee must re

eat the

order either durin

or at the end of

the call.

ɚɰɿɜɧɢɤ ɩɨɜɬɨ

ɸɽ ɡɚɦɨɜɥɟɧɧɹ

ɨɞɨɜɠ ɡɞɿɣɫɧɟɧɧɹ ɡɚɦɨɜɥɟɧɧɹ

ɚɛɨ ɧɚɩɪɢɤɿɧɰɿ ɪɨɡɦɨɜɢ ɩɨ ɬɟɥɟɮɨɧɭ.

443

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS —

ORDER TAKING:

ɋɌȺɇȾȺɊɌ —

ɁȾȱɃɋɇȿɇɇə ɁȺɆɈȼɅȿɇɇə:

13 The em

ee must advise

delivery time.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɜɿɞɨɦɢɬɢ

ɱɚɫ ɞɨɫɬɚɜɤɢ.

14 The em

ee must thank the

guest.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɞɹɤ

ɜɚɬɢ

ɝɨɫɬɸ.

SALES: ɉɊɈȾȺɀ:

15 Order taker must suggest starter. Ɉɫɨɛɚ, ɹɤɚ ɩ

ɢɣɦɚɽ ɡɚɦɨɜɥɟɧɧɹ

ɩɨɜɢɧɧɚ ɡɚɩ

ɨɩɨɧ

ɜɚɬɢ ɯɨɥɨɞɧ

ɡɚɤɭɫɤɭ.

16 Order taker must su

est side

orders (if applicable).

Ɉɫɨɛɚ, ɹɤɚ ɩ

ɢɣɦɚɽ ɡɚɦɨɜɥɟɧɧɹ

ɩɨɜɢɧɧɚ ɡɚɩ

ɨɩɨɧ

ɜɚɬɢ ɞɨɞɚɬɤɨɜɿ

ɫɬɪɚɜɢ (ɹɤɳɨ ɩɿɞɯɨɞɹɬɶ).

17 Order taker must automaticall

offer drinks with the meal.

Ɉɫɨɛɚ, ɹɤɚ ɩ

ɢɣɦɚɽ ɡɚɦɨɜɥɟɧɧɹ

ɩɨɜɢɧɧɚ ɨɞ

ɚɡ

ɡɚɩ

ɨɩɨɧ

ɜɚɬɢ

ɧɚɩɨʀ ɞɨ ʀɠɿ.

18 Order taker must have

product knowledge with regards to

wine.

Ɉɫɨɛɚ, ɹɤɚ ɩ

ɢɣɦɚɽ ɡɚɦɨɜɥɟɧɧɹ

ɩɨɜɢɧɧɚ ɞɨɛɪɟ ɡɧɚɬɢ ɜɢɧɚ.

19 Order taker must su

est desser

with the meal.

Ɉɫɨɛɚ, ɹɤɚ ɨɬɪɢɦɭɽ ɡɚɦɨɜɥɟɧɧɹ ɩɨ-

ɜɢɧɧɚ ɡɚɩɪɨɩɨɧɭɜɚɬɢ ɞɟɫɟɪɬ ɞɨ ʀɠɿ.

20 The order taker must su

coffee/tea with the meal.

Ɉɫɨɛɚ, ɹɤɚ ɨɬ

ɢɦ

ɽ ɡɚɦɨɜɥɟɧɧɹ

ɩɨɜɢɧɧɚ ɡɚɩ

ɨɩɨɧ

ɜɚɬɢ ɤɚɜ

/ɱɚɣ

ɞɨ ʀɠɿ.

STANDARDS — THE SERVICE: ɋɌȺɇȾȺɊɌɂ — ɋȿɊȼȱɋ:

21 Was the order served in the

standard times:-

Ɂɚɦɨɜɥɟɧɧɹ ɧɟɨɛɯɿɞɧɨ ɜɢɤɨɧɭɜɚɬɢ

ɭɩɪɨɞɨɜɠ ɫɬɚɧɞɚɪɬɧɨɝɨ ɱɚɫɭ:

reak

ast order card — within 5

minutes of requested time

ɚɦɨɜɥɟɧɧɹ ɫɧɿɞɚɧɤ

—

ɨɞɨɜɠ

5 ɯɜ. ɡ

ɨɦɟɧɬɚ ɩɨɫɬ

ɩɥɟɧɧɹ ɜɿɞ

ɝɨɫɬɹ

Breakfast — 25 minutes ɋɧɿɞɚɧɨɤ — 25 ɯɜ.

Snack — 25 minutes Ɂɚɤɭɫɤɚ — 25 ɯɜ.

Lunch/Dinner — 30 minutes Ɉɛɿɞ — 30 ɯɜ.

444

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS — THE SERVICE: ɋɌȺɇȾȺɊɌɂ — ɋȿɊȼȱɋ:

22 The em

ee must either rin

the

ell or knock li

htl

on the doo

(

i.e. not automaticall

let himself

into the room).

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɞɡɜɨɧɢɬɢ

ɚɛɨ ɥɟɝɤɨ ɩɨɫɬɭɤɚɬɢ ɭ ɞɜɟɪɿ (ɜɜɿɣ-

ɬɢ ɭ ɤɿɦɧɚɬɭ ɧɟ ɨɞɪɚɡɭ).

The employee must greet the guest

in a polite and friendly manner.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɜɿɱɥɢɜɨ ɿ ɞɨɛ-

ɪɨɡɢɱɥɢɜɨ ɩɪɢɜɿɬɚɬɢ ɝɨɫɬɹ.

24 The employee must use the guest’s

name at least once durin

the

interaction.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩ

ɢɧɚɣɦɧɿ

ɨɞɢɧ

ɚɡ ɡɜɟ

ɬɢɫɶ ɞɨ ɝɨɫɬɹ ɩɨ

ɿɦɟɧɿ ɩɿɞ ɱɚɫ ɫɩɿɥɤɭɜɚɧɧɹ.

If there is a news

er on the doo

the em

ee must brin

it in with

the tray.

əɤɳɨ ɧɚ ɞɜɟɪɹɯ ɽ ɝɚɡɟɬɚ, ɩɪɚɰɿɜ-

ɧɢɤ ɩɨɜɢɧɟɧ ɩɪɢɧɟɫɬɢ ʀʀ ɞɨ ɤɿɦɧɚ-

ɬɢ ɪɚɡɨɦ ɡ ɩɿɞɧɨɫɨɦ.

The em

ee must ask where the

uest would like the tra

/trolle

be placed.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɡɚɩɢɬɚɬɢ ɝɨɫɬɹ

ɨɡɦɿɳɟɧɧɹ ɩɿɞɧɨɫɚ/ɫɬɨɥɢɤɚ

ɧɚ ɤɨɥɟɫɚɯ.

27 In the case of a trolle

the

ee must o

en leaves an

secure.

əɤɳɨ ɫɬ

ɚɜɚ ɩɨɞɚɽɬɶɫɹ ɧɚ ɜɿɡɤ

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɩ

ɢɜɟɡɬɢ ɣɨɝɨ

ɨɛɨɱɟ ɩɨɥɨɠɟɧɧɹ ɿ ɩɨɫɬɚɜɢɬɢ

ɭ ɧɟɪɭɯɨɦɢɣ ɫɬɚɧ.

28 The employee must set the table. ɉ

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɫɬɚɜɢɬɢ

ɫɬɿɥ.

29 The em

ee must

osition the

chairs accordingly.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɿɞɩɨɜɿɞɧɨ

ɪɨɡɦɿɫɬɢɬɢ ɤɪɿɫɥɚ.

30 The em

ee must offer to

remove hot food from the cabine

and if so was the flame

extinguished.

ɉɪɢ ɩɨɞɚɱɿ ɝɚɪɹɱɨʀ ɫɬɪɚɜɢ ɩɪɚɰɿɜ-

ɧɢɤ ɩɨɜɢɧɟɧ ɡɚɩɪɨɩɨɧɭɜɚɬɢ ɝɨɫɬɸ

ɜɿɞɤɪɢɬɢ ɫɬɪɚɜɭ. ɍ ɜɢɩɚɞɤɭ ɩɪɢ-

ɝɨɬɭɜɚɧɧɹ ɫɬɪɚɜɢ ɧɚ ɜɨɝɧɿ, ɩɨɝɚɫɢ-

ɬɢ ɩɨɥɭɦ’ɹ.

31 Employee must remove cloches. ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɡɚɛɪɚɬɢ ɤɪɢɯɬɢ.

32 The em

ee must advise

ues

that the plate is hot (if required).

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɜɿɞɨɦɢɬɢ

ɝɨɫɬɹ, ɳɨ ɬɚɪɿɥɤɢ ɝɚɪɹɱɿ.

33 The em

ee must offer to

the beverages.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɡɚɩɪɨɩɨɧɭɜɚ-

ɬɢ ɧɚɥɢɬɢ ɧɚɩɨʀ.

445

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS — THE SERVICE: ɋɌȺɇȾȺɊɌɂ — ɋȿɊȼȱɋ:

The em

ee must ex

lain the

various condiments with the meal

(if unidentifiable).

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɹɫɧɢɬɢ ɩ

ɜɢɤɨɪɢɫɬɚɧɧɹ ɩɪɢɩɪɚɜ ɞɨ ʀɠɿ (ɹɤ-

ɳɨ ɧɟɜɿɞɨɦɿ).

In the case of a breakfast order, the

ee must offer to o

en the

curtains.

ɍ ɜɢɩɚɞɤɭ ɫɧɿɞɚɧɤɚ, ɩɪɚɰɿɜɧɢɤ ɩɨ-

ɜɢɧɟɧ ɡɚɩɪɨɩɨɧɭɜɚɬɢ ɜɿɞɤɪɢɬɢ ɝɚɪ-

ɞɢɧɢ.

36 The order must correct an

complete.

Ɂɚɦɨɜɥɟɧɧɹ ɩɨɜɢɧɧɨ ɛ

ɬɢ ɜɿ

ɧɢɦ

ɿ ɩɨɜɧɢɦ.

37 The em

ee must inform the

uest of tra

/trolle

collection

rocedures

(

not a

licable if

trolley removal card present).

Ɉɮɿɰɿɚɧɬɢ ɩɨɜɢɧɧɿ ɩɪɨɿɧɮɨɪɦɭɜɚ-

ɬɢ ɝɨɫɬɹ ɩɪɨ ɩɪɨɰɟɞɭɪɭ ɩɨɜɟɪɧɟɧ-

ɧɹ ɜɿɡɤɚ.

38 The em

ee must thank the

guest.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɞɹɤ

ɜɚɬɢ

ɝɨɫɬɸ.

ACCOUNTING —

BILL PRESENTATION:

ɈȻɅȱɄ — ɊȺɏɍɇɈɄ:

39 The bill must be

resented in

a clean bill fold/tra

with hotel

pen.

Ɉɮɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɩɪɢɧɟɫɬɢ ɪɚɯɭ-

ɧɨɤ

ɱɢɫɬɨɦ

ɨɥɞɟ

ɿ/ɧɚ ɩɿɞɧɨɫɿ

ɡ ɪɭɱɤɨɸ ɝɨɬɟɥɸ.

40 The bill must be clearl

itemize

and correct.

Ɋɚɯɭɧɨɤ ɩɨɜɢɧɟɧ ɛɭɬɢ ɱɿɬɤɨ ɞɟɬɚ-

ɥɿɡɨɜɚɧɢɣ ɿ ɜɿɪɧɢɣ.

41 The em

ee must ask the

ues

for a signature.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɩɪɨɫɢɬɢ ɝɨ-

ɫɬɹ ɩɨɫɬɚɜɢɬɢ ɩɿɞɩɢɫ.

THE EMPLOYEE: ɉɊȺɐȱȼɇɂɄ:

42 The em

ee must be dressed in

a clean,

ressed and com

lete

uniform.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɛɭɬɢ ɨɞɹɝɧɟ-

ɧɢɣ ɭ ɱɢɫɬɢɣ, ɩɨɩɪɚɫɨɜɚɧɢɣ ɿ ɩɨ-

ɜɧɢɣ ɤɨɦɩɥɟɤɬ ɭɧɿɮɨɪɦɢ.

43 Em

ee’s shoes must be of

a corporate standard.

ȼɡ

ɬɬɹ ɩ

ɚɰɿɜɧɢɤɿɜ ɩɨɜɢɧɧɟ ɛ

ɬɢ

ɤɨɪɩɨɪɚɬɢɜɧɨɝɨ ɫɬɚɧɞɚɪɬɭ.

44 The em

ee must wear a name

badge (if applicable).

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɢɤɨɪɢɫɬɨɜɭ-

ɜɚɬɢ ɿɞɟɧɬɢɮɿɤɚɬɨɪ ɨɫɨɛɢ.

45 The employee must be well groomed. ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɛɭɬɢ ɞɨɝɥɹɧɟɧɢɣ.

446

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

THE EMPLOYEE: ɉɊȺɐȱȼɇɂɄ:

46 The em

ee must maintain e

contact with the guest.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɿɞɬ

ɢɦ

ɜɚɬɢ

ɡɨɪɨɜɢɣ ɤɨɧɬɚɤɬ ɡ ɝɨɫɬɟɦ.

47 The em

ee must smile an

exhibit a friendly manner.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɫɦɿɯɚɬɢɫɶ

ɿ ɩɪɨɹɜɥɹɬɢ ɞɨɛɪɨɡɢɱɥɢɜɿɫɬɶ.

48 The em

ee must have a

workin

knowled

e of the En

lish

language.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɨɥɨɞɿɬɢ ɧɚ ɧɟ-

ɨɛɯɿɞɧɨɦɭ ɪɿɜɧɿ ɿɧɨɡɟɦɧɨɸ ɦɨɜɨɸ.

49 Em

ee must be attentive to the

guest’s needs at all times.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɛ

ɬɢ

ɜɚɠɧɢɦ

ɞɨ ɩɨɬɪɟɛ ɝɨɫɬɹ ɳɨɪɚɡɭ.

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

50 The room service menu must be

clean and in good repair.

Ɇɟɧɸ ɨɛɫɥ

ɝɨɜ

ɜɚɧɧɹ ɜ ɧɨɦɟ

ɩɨɜɢɧɧɨ ɛɭɬɢ ɱɢɫɬɟ ɿ ɜ ɧɚɥɟɠɧɨɦɭ

ɫɬɚɧɿ.

51 Two ve

etarian o

tions must be

available.

ȼ ɦɟɧɸ ɩɨɜɢɧɧɨ ɛɭɬɢ ɞɜɿ ɜɟɝɟɬɚ-

ɪɿɚɧɫɶɤɿ ɫɬɪɚɜɢ.

52 Waiter must

resent the food in an

appealing manner.

Ɉɮɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɩɨɞɚɬɢ ʀɠɭ ɭ ɜɿɞ-

ɩɨɜɿɞɧɿɣ ɦɚɧɟɪɿ.

53 The food must directl

resemble

its description from the menu.

ɋɬɪɚɜɢ ɩɨɜɢɧɧɿ ɩɨɜɧɿɫɬɸ ɜɿɞɩɨɜɿ-

ɞɚɬɢ ʀɯɧɶɨɦɭ ɨɩɢɫɭ ɜ ɦɟɧɸ.

54 The food must be fresh and of

good flavour.

Ȳɠɚ ɩɨɜɢɧɧɚ ɛ

ɬɢ ɫɜɿɠɚ ɿ ɩ

ɢɽɦɧɚ

ɧɚ ɡɚɩɚɯ.

55 Food must be served at the correc

temperature.

Ȳɠɚ ɩɨɜɢɧɧɚ ɩɨɞɚɜɚɬɢɫɶ ɧɟɨɛɯɿɞ-

ɧɨʀ ɬɟɦɩɟɪɚɬɭɪɢ.

56 The texture and colour of the foo

must be acceptable.

Ȳɠɚ ɩɨɜɢɧɧɚ ɦɚɬɢ ɩ

ɢɣɧɹɬɧɢɣ

ɫɤɥɚɞ ɬɚ ɤɨɥɿɪ.

57 Portions must be of acce

table

size.

ɉɨ

ɰɿʀ ɩɨɜɢɧɧɿ ɛ

ɬɢ ɩ

ɢɣɧɹɬɧɨɝɨ

ɪɨɡɦɿɪɭ.

58 The food must be cooked as

requested.

Ȳɠɚ ɩɨɜɢɧɧɚ ɛ

ɬɢ ɩ

ɢɝɨɬɨɜɚɧɚ

ɡɝɿɞɧɨ ɡɚɦɨɜɥɟɧɧɹ.

59 Coffee/tea must be hot and fresh. Ʉɚɜɚ/ɱɚɣ ɩɨɜɢɧɧɿ ɛɭɬɢ ɝɚɪɹɱɿ.

447

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

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

60 Waiter must offer milk/cream with

the coffee/tea.

ɿɰɿɚɧɬ ɩɨɜɢɧɟɧ ɡɚɩ

ɨɩɨɧ

ɜɚɬɢ

ɦɨɥɨɤɨ/ɜɟɪɲɤɢ ɞɨ ɤɚɜɢ.

61 Juices must be freshly squeezed. ɋɨɤɢ ɩɨɜɢɧɧɿ ɛɭɬɢ ɫɜɿɠɨɜɢɬɢɫ-

ɧɟɧɿ.

62 Fresh rolls/bread must accom

the meal (if applicable).

Ⱦɨ ʀɠɿ ɩɨɜɢɧɧɿ ɩɨɞɚɜɚɬɢɫɶ ɫɜɿɠɿ

ɛɭɥɨɱɤɢ/ɯɥɿɛ (ɹɤɳɨ ɧɟɨɛɯɿɞɧɨ).

PRODUCT — TRAY/TROLLEY

LAYOUT:

ɉɊɈȾɍɄɌ — ȼɂɋɌȺȼɅȿɇɇə

Ɂ ɉȱȾɇɈɋȺ/ɋɌɈɅɂɄȺ:

63 The room service tra

/trolle

mus

be clean and in good repair.

ɉɿɞɧɨɫ/ɫɬɨɥɢɤ ɧɚ ɤɨɥɟɫɚɯ ɩɨɜɢɧɧɿ

ɛɭɬɢ ɱɢɫɬɿ ɿ ɜ ɞɨɛɪɨɦɭ ɫɬɚɧɿ ɜ ɨɛ-

ɫɥɭɝɨɜɭɜɚɧɧɿ ɤɿɦɧɚɬ.

64 The tra

/trolle

cover must be

clean,

ressed and free of an

stains/tears.

ɋɤɚɬɟɪɬɢɧɚ ɩɿɞɧɨɫɚ/ɫɬɿɥ ɧɚ ɤɨɥɟ-

ɫɚɯ ɩɨɜɢɧɧɿ ɛɭɬɢ ɱɢɫɬɢɦɢ, ɩɨ-

ɩɪɚɫɨɜɚɧɚ ɛɟɡ ɠɨɞɧɢɯ ɩɥɹɦ/ɩɨɲ-

ɤɨɞɠɟɧɶ.

65 Correct cutler

must be used fo

its intended purpose and it must be

clean and matching in pattern.

ɉɨɜɢɧɟɧ ɜɢɤɨɪɢɫɬɨɜɭɜɚɬɢɫɶ ɜɿɞ-

ɩɨɜɿɞɧɢɣ ɩɨɫ

ɞ ɞɥɹ ɣɨɝɨ ɩ

ɹɦɨɝɨ

ɢɡɧɚɱɟɧɧɹ. ȼɿɧ ɩɨɜɢɧɟɧ ɛ

ɬɢ

ɱɢɫɬɢɦ ɿ ɜɿɞɩɨɜɿɞɧɨɝɨ ɞɢɡɚɣɧɭ.

66 Silver cutlery must be used. ɉɨɜɢɧɧɿ ɜɢɤɨɪɢɫɬɨɜɭɜɚɬɢɫɶ ɫɪɿɛɧɿ

ɫɬɨɥɨɜɿ ɩɪɢɛɨɪɢ.

67 Crocker

/silverware must be use

for its intended

ose and i

must be clean, free of chi

s an

matching in pattern.

ɉɨɫɭɞ/ɫɬɨɥɨɜɟ ɫɪɿɛɥɨ ɩɨɜɢɧɧɿ ɜɢ-

ɤɨ

ɢɫɬɨɜ

ɜɚɬɢɫɶ ɞɥɹ ʀɯ ɩ

ɹɦɨɝɨ

ɢɡɧɚɱɟɧɧɹ. ɉɨɫ

ɞ ɩɨɜɢɧɟɧ ɛ

ɬɢ

ɱɢɫɬɢɣ, ɛɟɡ ɠɨɞɧɢɯ ɬɪɿɳɢɧ ɿ ɩɿɞ-

ɯɨɞɢɬɢ ɩɨ ɞɢɡɚɣɧɭ.

68 The

lassware must be clean,

unchi

ed and matchin

pattern.

ɋɤɥɹɧɢɣ ɩɨɫɭɞ ɩɨɜɢɧɟɧ ɛɭɬɢ ɱɢɫ-

ɬɢɣ, ɧɟɩɨɲɤɨɞɠɟɧɢɣ ɿ ɩɿɞɯɨɞɢɬɢ

ɩɨ ɞɢɡɚɣɧɭ.

69 All the drinks must be covere

with stancaps.

ȼɫɿ ɧɚɩɨʀ ɩɨɜɢɧɧɿ ɧɚɤɪɢɜɚɬɢɫɶ ɮɿɪ-

ɦɨɜɢɦɢ ɤɪɢɲɟɱɤɚɦɢ.

70 A vase and fresh flower mus

accompany the meal.

Ɋɚɡɨɦ ɡɿ ɫɬɪɚɜɨɸ ɩɨɜɢɧɧɿ ɛɭɬɢ ɜɚ-

ɡɚ ɿ ɫɜɿɠɿ ɤɜɿɬɢ.

448

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

PRODUCT — TRAY/TROLLEY

LAYOUT:

ɉɊɈȾɍɄɌ — ȼɂɋɌȺȼɅȿɇɇə

Ɂ ɉȱȾɇɈɋȺ/ɋɌɈɅɂɄȺ:

A cloche must be used to cove

hot food.

Ƚɚ

ɹɱɚ ʀɠɚ ɩɨɜɢɧɧɚ ɛ

ɬɢ ɧɚɤ

ɢɬɚ

ɤɪɢɲɤɨɸ.

72 The cloche must be clean, polished

and in good repair.

Ʉɪɢɲɤɢ ɩɨɜɢɧɧɿ ɛɭɬɢ ɱɢɫɬɿ ɿ ɜ ɧɚ-

ɥɟɠɧɨɦɭ ɫɬɚɧɿ.

73 A full dish of butter mus

accompany the food order.

Ⱦɨ ɡɚɦɨɜɥɟɧɨʀ ʀɠɿ ɩɨɜɢɧɧɚ ɛ

ɬɢ

ɩɨɜɧɚ ɩɨɫɭɞɢɧɚ ɡ ɦɚɫɥɨɦ.

74 The butter rolled/cut must be fresh

and well presented.

Ɇɚɫɥɨ ɩɨɜɢɧɧɟ ɛ

ɬɢ ɩɨ

ɿɡɚɧɟ,

ɫɜɿɠɟ ɿ ɝɚɪɧɨ ɩɨɞɚɧɟ.

75 Condiments must be served with

the meal and decanted into the

riate dishes or in miniature

form.

Ⱦɨ ɫɬ

ɚɜɢ ɩɨɞɚɸɬɶɫɹ ɩ

ɢɩ

ɚɜɢ

ɩɟ

ɟɥɢɬɿ

ɜɿɞɩɨɜɿɞɧɢɣ ɩɨɫ

ɞ ɚɛɨ

ɜ ɦɚɥɟɧɶɤɿ ɮɨɪɦɢ.

76 The na

kin must be clean,

resse

and free of an

stains/tears

serviettes are not acceptable).

ɋɟɪɜɟɬɤɢ ɩɨɜɢɧɧɿ ɛɭɬɢ ɱɢɫɬɿ, ɩɨ-

ɩɪɚɫɨɜɚɧɿ ɛɟɡ ɠɨɞɧɢɯ ɩɥɹɦ/ɩɨɲ-

ɤɨɞɠɟɧɶ (ɩɚɩɟɪɨɜɿ ɫɟɪɜɟɬɤɢ ɧɟ ɜɢ-

ɤɨɪɢɫɬɨɜɭɸɬɶɫɹ).

77 The salt and

er cruets must be

rovided and if so were the

clean

and full.

ɉɨɜɢɧɧɿ ɛɭɬɢ ɩɨɜɧɿ ɿ ɱɢɫɬɿ ɩɨɫɭ-

ɞɢɧɢ ɿɡ ɫɿɥɥɸ ɿ ɩɟɪɰɟɦ.

78 All the drinks must be

appropriately garnished.

ɍɫɿ ɧɚɩɨʀ ɩɨɜɢɧɧɿ ɛɭɬɢ ɜɿɞɩɨɜɿɞɧɨ

ɝɚɪɧɿɪɨɜɚɧɿ.

79 All the food must be free of an

plastic/paper/foil wrapping.

ɍɫɹ ʀɠɚ ɩɨɜɢɧɧɚ ɛ

ɬɢ ɛɟɡ ɠɨɞɧɨʀ

ɩɥɚɫɬɢɤɨɜɨʀ/ɩɚɩɟ

ɨɜɨʀ ɨɛɝɨ

ɬɤɢ

ɱɢ ɮɨɥɶɝɢ.

80 Su

ar selection must include

sweetener, white and/or brown as

required.

ȼɢɛɿ

ɪɭ

ɩɨɜɢɧɟɧ ɜɤɥɸɱɚɬɢ

ɛɿɥɢɣ, ɤɨɪɢɱɧɟɜɢɣ ɰɭɤɨɪ ɿ ɡɚɦɿɧ-

ɧɢɤ ɰɭɤɪɭ, ɜɿɞɩɨɜɿɞɧɨ ɞɨ ɩɨɩɢɬɭ.

81 In the case of su

ar cubes su

tongs/spoons must be present.

əɤɳɨ ɰɭɤɨɪ-ɪɚɮɿɧɚɞ, ɩɨɜɢɧɧɿ ɛɭ-

ɬɢ ɳɢɩɰɿ/ɥɨɠɟɱɤɢ ɞɥɹ ɰɭɤɪɭ.

82 In the case of breakfast there mus

e a minimum of three differen

reserves available

(

hone

acceptable).

ɇɚ ɫɧɿɞɚɧɨɤ ɩɨɜɢɧɧɨ ɛɭɬɢ ɩɪɢ-

ɧɚɣɦɧɿ ɬɪɢ ɪɿɡɧɿ ɤɨɧɫɟɪɜɢ (ɞɨɩɭɫ-

ɤɚɽɬɶɫɹ ɦɟɞ).

449

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS —

ORDER TAKING:

ɋɌȺɇȾȺɊɌɂ —

ɉɊɂɃɈɆ ɁȺɆɈȼɅȿɇɇə:

1 The tele

hone must be answere

within 3 rings or 10 seconds.

ȼɿɞɩɨɜɿɞɶ ɧɚ ɬɟɥɟ

ɨɧɧɢɣ ɞɡɜɿɧɨɤ

ɩɨɜɢɧɧɚ ɛ

ɬɢ

ɨɞɨɜɠ 3 ɞɡɜɿɧɤɿɜ

ɚɛɨ 10 ɫɟɤ.

2The em

ee must answer the

hone with the a

riate

greeting (good morning/afternoon)

and identify the department.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɿɞɩɨɜɿɫɬɢ ɧɚ

ɬɟɥɟɮɨɧɧɢɣ ɞɡɜɿɧɨɤ ɡ ɜɿɞɩɨɜɿɞɧɢɦ

ɜɿɬɚɧɧɹɦ

(

ɞɨɛ

ɨɝɨ

ɚɧɤ

/ɞɨɛ

ɨɝɨ

ɞɧɹ) ɿ ɧɚɡɢɜɚɸɱɢ ɜɿɞɞɿɥ.

3 If caller is

ut on hold did i

shouldn’t exceed 30 seconds.

əɤɳɨ ɨɫɨɛɭ, ɹɤɚ ɬɟɥɟɮɨɧɭɽ ɩɪɨ-

ɫɹɬɶ ɩɨɱɟɤɚɬɢ, ɰɟ ɧɟ ɩɨɜɢɧɧɨ ɬɪɢ-

ɜɚɬɢ ɛɿɥɶɲɟ 30 ɫɟɤ.

4The em

ee must ascertain the

uest’s name, and use it at leas

once during the conversation.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɞɿɡɧɚɬɢɫɶ ɿɦ’ɹ

ɝɨɫɬɹ ɿ ɡɜɟɪɬɚɬɢɫɶ ɩɨ ɿɦɟɧɿ ɩɪɢ-

ɧɚɣɦɧɿ ɨɞɢɧ ɪɚɡ ɩɿɞ ɱɚɫ ɪɨɡɦɨɜɢ.

5The em

ee must have a

workin

knowled

e of the En

lish

language.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɨɥɨɞɿɬɢ ɧɚ ɧɟ-

ɨɛɯɿɞɧɨɦɭ ɪɿɜɧɿ ɿɧɨɡɟɦɧɨɸ ɦɨɜɨɸ.

6 The back

round must be free of

any noise or any disturbances.

ɇɚ ɬɟ

ɢɬɨ

ɿʀ ɛɟɤɨ

ɿɫ

ɧɟ ɩɨɜɢɧɧɨ

ɛɭɬɢ ɡɚɣɜɨɝɨ ɲɭɦɭ.

7The em

ee must s

eak in

a clear and pleasant manner.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ

ɨɡɦɨɜɥɹɬɢ

ɡɪɨɡɭɦɿɥɨ ɿ ɜɜɿɱɥɢɜɨ.

8The em

ee must be able to

answer an

uestions with re

ards

to the menu.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɦɨɝɬɢ ɜɿɞɩɨɜɿ-

ɫɬɢ ɧɚ ɛ

ɞɶ-ɹɤɟ ɡɚɩɢɬɚɧɧɹ ɳɨɞɨ

ɦɟɧɸ.

9The em

ee must obtain a full

and com

lete order

(

i.e. cookin

instructions, bread preference etc.).

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɨɬɪɢɦɚɬɢ ɩɨɜ-

ɧɟ ɿ ɡɚɜɟ

ɲɟɧɟ ɦɟɧɸ

(

ɿɧɫɬ

ɪɭ

ɤɰɿʀ

ɡɩ

ɢɝɨɬ

ɜɚɧɧɹ, ɩɟ

ɟɜɚɝɢ ɳɨɞɨ

ɯɥɿɛɚ).

10 The em

ee must accommodate

any off menu requests.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɢɤɨɧɚɬɢ ɛɭɞɶ-

ɹɤɟ ɡɚɦɨɜɥɟɧɧɹ ɦɟɧɸ.

11 If dessert ordered, the em

must offer the

uest the o

tion of

servin

it u

on com

letion of the

main course.

əɤɳɨ ɝɿɫɬɶ ɡɚɦɨɜɢɜ ɞɟɫɟɪɬ, ɩɪɚɰɿɜ-

ɧɢɤ ɩ

ɨɩɨɧ

ɽ ɝɨɫɬɸ ɜɚ

ɿɚɧɬ ɩɨɞɚɱɿ

ɰɶɨɝɨ ɞɟɫɟɪɬɭ ɩɿɫɥɹ ɝɨɥɨɜɧɨʀ ɫɬɪɚɜɢ

ɚɛɨ ɩɟɪɟɞ ɝɨɥɨɜɧɨɸ ɫɬɪɚɜɨɸ.

450

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS —

ORDER TAKING:

ɋɌȺɇȾȺɊɌɂ —

ɉɊɂɃɈɆ ɁȺɆɈȼɅȿɇɇə:

12 The em

ee must re

eat the

order either durin

or at the end of

the call.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɜɬɨɪɢɬɢ ɡɚ-

ɦɨɜɥɟɧɧɹ ɩɿɞ ɱɚɫ ɡɞɿɣɫɧɟɧɧɹ ɡɚ-

ɦɨɜɥɟɧɧɹ, ɚɛɨ ɧɚɩɪɢɤɿɧɰɿ ɬɟɥɟɮɨɧ-

ɧɨʀ ɪɨɡɦɨɜɢ.

The em

ee must advise

delivery time.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɜɿɞɨɦɢɬɢ

ɱɚɫ ɞɨɫɬɚɜɤɢ.

14 The employee must thank the guest.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɞɹɤ

ɜɚɬɢ

ɝɨɫɬɸ.

SALES: ɉɊɈȾȺɀ:

15 Order taker must suggest starter. Ɉɫɨɛɿ, ɹɤɚ ɨɬɪɢɦɭɽ ɡɚɦɨɜɥɟɧɧɹ ɧɟ-

ɨɛɯɿɞɧɨ ɡɚɩɪɨɩɨɧɭɜɚɬɢ ɯɨɥɨɞɧɭ ɡɚ-

ɤɭɫɤɭ.

16 Order taker must su

est side

orders (if applicable).

Ɉɫɨɛɿ, ɹɤɚ ɨɬɪɢɦɭɽ ɡɚɦɨɜɥɟɧɧɹ ɧɟ-

ɨɛɯɿɞɧɨ ɡɚɩ

ɨɩɨɧ

ɜɚɬɢ ɞɨɞɚɬɤɨɜɟ

ɡɚɦɨɜɥɟɧɧɹ (ɹɤɳɨ ɩɿɞɯɨɞɢɬɶ).

17 Order taker must automaticall

offer drinks with the meal.

Ɉɫɨɛɿ, ɹɤɚ ɨɬ

ɢɦ

ɽ ɡɚɦɨɜɥɟɧɧɹ

ɧɟɨɛɯɿɞɧɨ ɨɞ

ɚɡ

ɡɚɩ

ɨɩɨɧ

ɜɚɬɢ

ɧɚɩɨʀ ɞɨ ʀɠɿ.

18 Order taker must have

product knowledge with regards to

wine.

Ɉɫɨɛɿ, ɹɤɚ ɨɬ

ɢɦ

ɽ ɡɚɦɨɜɥɟɧɧɹ

ɧɟɨɛɯɿɞɧɨ ɞɨɛ

ɟ ɡɧɚɬɢ ɩ

ɨɞ

ɤɬɢ,

ɡɨɤɪɟɦɚ ɜɢɧɚ.

Order taker must su

est desser

with the meal.

Ɉɫɨɛɿ, ɹɤɚ ɨɬɪɢɦɭɽ ɡɚɦɨɜɥɟɧɧɹ ɧɟ-

ɨɛɯɿɞɧɨ ɡɚɩɪɨɩɨɧɭɜɚɬɢ ɞɟɫɟɪɬ ɞɨ ʀɠɿ.

20 Did the order taker su

coffee/tea with the meal?

Ɉɫɨɛɿ, ɹɤɚ ɨɬ

ɢɦ

ɽ ɡɚɦɨɜɥɟɧɧɹ

ɩɪɨɩɨɧɭɽɬɶɫɹ ɤɚɜɚ/ɱɚɣ ɞɨ ʀɠɿ.

STANDARDS —

THE SERVICE:

ɋɌȺɇȾȺɊɌɂ —

ɈȻɋɅɍȽɈȼɍȼȺɇɇə:

21 Was the order served in the

standard times:-

Ɂɚɦɨɜɥɟɧɧɹ ɩɨɜɢɧɧɨ ɜɢɤɨɧɭɜɚ-

ɬɢɫɶ ɭɩɪɨɞɨɜɠ ɫɬɚɧɞɚɪɬɧɨɝɨ ɱɚɫɭ:

reak

ast order card — within

5 minutes of requested time

ɚɦɨɜɥɟɧɧɹ ɫɧɿɞɚɧɤ

—

ɨɞɨɜɠ

5 ɯɜ. ɡ

ɨɦɟɧɬɚ ɩɨɫɬ

ɩɥɟɧɧɹ ɜɿɞ

ɝɨɫɬɹ