本教材是由英國(guó)霍得教育集團(tuán)出版的一本用于餐飲服務(wù)類職業(yè)教育和成人教育的書籍，本書從1971年開始出版至今，已經(jīng)連續(xù)修訂再版發(fā)行到了第八版，這足以看出本書的受歡迎程度。本書從餐飲服務(wù)業(yè)的運(yùn)營(yíng)、用餐體驗(yàn)、給客人提供個(gè)性化的服務(wù)，到員工的管理、培訓(xùn)、人際關(guān)系的處理，到餐廳設(shè)計(jì)、菜單認(rèn)識(shí)、菜品知識(shí)、酒水知識(shí)以及各種餐飲服務(wù)的方式，到增加售賣機(jī)會(huì)的現(xiàn)場(chǎng)料理、外賣及送餐服務(wù)等額外的服務(wù)，都做了全面的介紹與說(shuō)明。本書是一本詳盡的用于餐飲服務(wù)的百科全書。
本書基于傳統(tǒng)的烹飪和服務(wù)內(nèi)容，旨在反映行業(yè)內(nèi)的現(xiàn)行方法。本書提供了豐富的信息資源并對(duì)餐飲服務(wù)的方方面面進(jìn)行了描述。本教材既適用于高職院校酒店管理專業(yè)、餐飲管理專業(yè)等相關(guān)的學(xué)生使用，也可以作為酒店行業(yè)從業(yè)者的培訓(xùn)、自學(xué)用書。
第一章 餐飲業(yè)概述.................................................
19
1.1 餐飲業(yè)的組成...............................................................20
1.2 餐飲業(yè)的運(yùn)營(yíng)...............................................................23
1.3 用餐體驗(yàn)......................................................................27
1.4 食物制備方法...............................................................31
1.5 餐飲服務(wù)方式...............................................................32
1.6 餐飲服務(wù)人事管理.........................................................37
第二章 員工素質(zhì)、技能和專業(yè)知識(shí)..........................
44
2.1 餐飲服務(wù)成功秘訣.........................................................45
2.2 餐飲服務(wù)人員素質(zhì).........................................................45
2.3 傳統(tǒng)服務(wù)方式...............................................................48
2.4 基本服務(wù)技能...............................................................51
2.5 溝通技巧......................................................................57
2.6 健康、安全和保障.........................................................65
第三章 餐飲服務(wù)區(qū)域和設(shè)施設(shè)備..............................71
3.1 設(shè)計(jì)和采購(gòu)事宜............................................................72
3.2 儲(chǔ)藏室.........................................................................73
3.3 熱盤柜.........................................................................74
3.4 洗碗間.........................................................................76
3.5 色彩與燈光...................................................................78
3.6 酒吧............................................................................79
3.7 家具............................................................................83
3.8 布草............................................................................87
3.9 陶瓷餐具......................................................................88
3.10 餐具（刀、叉、勺和壺、盅、碗等）...............................91
3.11 玻璃器皿....................................................................96
3.12 一次性用品 ..............................................................100
3.13 自動(dòng)售貨機(jī)...............................................................102
14
第四章 菜單、菜單知識(shí)和配菜知識(shí).........................107
4.1 菜單的起源.................................................................108
4.2 傳統(tǒng)的上菜順序..........................................................108
4.3 菜單的分類.................................................................110
4.4 影響菜單的各種因素....................................................114
4.5 菜單與服務(wù)知識(shí)..........................................................118
4.6 開胃菜和其他開胃品....................................................119
4.7 湯類菜肴....................................................................122
4.8 雞蛋類菜肴.................................................................124
4.9 意大利面和飯菜類.......................................................125
4.10 魚類菜肴..................................................................125
4.11 肉類、家禽和野味類菜肴...........................................127
4.12 土豆、蔬菜和沙拉類菜肴 ...........................................129
4.13 奶酪
.......................................................................131
4.14 甜品........................................................................137
4.15 餐后小吃..................................................................139
4.16 甜品（新鮮水果和堅(jiān)果）.............................................140
第五章 飲料非酒精類和酒精類.........................142
5.1 茶.............................................................................143
5.2 咖啡..........................................................................147
5.3 其他酒水間制作的飲料.................................................158
5.4 非酒精類飲料.............................................................158
5.5 葡萄酒和飲料單（酒水單）............................................161
5.6 雞尾酒和混合飲料.......................................................166
5.7 苦味酒.......................................................................169
5.8 葡萄酒.......................................................................170
5.9 烈性酒.......................................................................186
5.10 利口酒.....................................................................190
5.11 啤酒........................................................................192
5.12 蘋果酒和梨酒...........................................................196
5.13 品酒技巧..................................................................197
15
5.14 食物與葡萄酒及其他飲料的搭配..................................201
5.15 適量、理智飲酒........................................................207
第六章 餐飲服務(wù)（餐桌服務(wù)）.................................209
6.1 預(yù)訂服務(wù)....................................................................210
6.2 餐前準(zhǔn)備....................................................................211
6.3 預(yù)備點(diǎn)餐服務(wù)（餐桌服務(wù)）............................................233
6.4 點(diǎn)餐和酒水服務(wù)..........................................................236
6.5 上菜服務(wù)....................................................................243
6.6 酒水服務(wù)....................................................................247
6.7 非酒精類的飲料服務(wù)....................................................255
6.8 餐中服務(wù)....................................................................259
6.9 餐后服務(wù)....................................................................263
第七章 餐飲服務(wù)
�。ㄗ灾⻊�(wù)、輔助服務(wù)、一對(duì)一服務(wù)）...........266
7.1 服務(wù)方式....................................................................267
7.2 餐前準(zhǔn)備....................................................................269
7.3 點(diǎn)餐服務(wù)....................................................................276
7.4 餐中清理服務(wù).............................................................280
7.5 餐后清理服務(wù).............................................................281
第八章 早餐和下午茶的服務(wù)...................................285
8.1 早餐服務(wù)....................................................................286
8.2 下午茶服務(wù).................................................................291
第九章 特殊形式的服務(wù).........................................296
9.1 現(xiàn)場(chǎng)服務(wù)....................................................................297
9.2 餐飲服務(wù)....................................................................297
9.3 酒廊服務(wù)....................................................................303
9.4 醫(yī)院病號(hào)餐飲服務(wù).......................................................306
CONTENTS 目錄
16
9.5 外賣服務(wù)....................................................................307
9.6 航空配餐服務(wù).............................................................308
9.7 火車用餐服務(wù).............................................................310
第十章 超值服務(wù)技巧............................................311
10.1 現(xiàn)場(chǎng)料理（餐車服務(wù)）................................................312
10.2 肉類的現(xiàn)場(chǎng)切割介紹..................................................315
10.3 火焰燈、薄餅鍋和熱盤器...........................................320
10.4 開胃菜和其他的頭盤類菜肴........................................325
10.5 沙拉和沙拉汁類........................................................330
10.6 湯類........................................................................335
10.7 熱的魚類菜肴...........................................................336
10.8 牛排和肉類...............................................................340
10.9 大塊肉的切割服務(wù).....................................................347
10.10 家禽和野味.............................................................350
10.11 甜食類...................................................................356
10.12 新鮮水果................................................................362
第十一章 餐飲活動(dòng)項(xiàng)目管理...................................366
11.1 餐飲活動(dòng)項(xiàng)目類型.....................................................367
11.2 餐飲活動(dòng)員工須知.....................................................368
11.3 餐飲活動(dòng)項(xiàng)目管理.....................................................369
11.4 餐飲活動(dòng)項(xiàng)目組織.....................................................373
11.5 婚宴服務(wù)..................................................................387
11.6 戶外餐飲服務(wù)...........................................................393
第十二章 餐飲服務(wù)的監(jiān)督管理................................395
12.1 相關(guān)法律法規(guī)...........................................................396
12.2 促銷活動(dòng)..................................................................399
12.3 客戶關(guān)系..................................................................402
12.4 員工編制、管理和培訓(xùn)...............................................404
12.5 餐飲定價(jià)策略...........................................................413
17
12.6 餐飲財(cái)務(wù)管理...........................................................417
12.7 酒水管理..................................................................428
12.8 工作績(jī)效評(píng)估...........................................................437
附錄A 烹飪和服務(wù)術(shù)語(yǔ)............................................441
附錄B 雞尾酒單和調(diào)配飲料單及配方.........................474
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