Baigiang Nghiepvu Ban I

Tp bi ging L thuyt Nghip v Bn I
TP BI GING

L THUYT NGHIP V BN I

Customers are our focus

Attitude affects everything

C.A.R.E.S Respect others - have fun

Earn profits for everyone

Service is everything

Trng H Tn c Thng -| P. TCCN&DN 1


Mc lc

TRANG MC LC Trang 2
PHN NI DUNG
Chng 1: GII THIU V DCH V PHC V N UNG 3
1.1 Ngun gc cc mn n 3
1.2 Ngnh Du lch Vit Nam 5
1.3 Nh hng v phn loi nh hng 6
Chng 2: CC CNG VIC CHUN B 8
2.1 Lm v sinh phng n 9
2.2 Cc trang thit b nh hng 11
2.3 V sinh v ct tr s, thy tinh v dao da 15
2.4 Chun b v sinh c nhn 18
2.5 Sp t v chun b phc v 23
2.6 By bn trong nh hng 25
Chng 3: NHNG K NNG V KIN THC PHC V BN 29
3.1 Vai tr ca bn trong ngnh phc v 30
3.2 Quan tm nhu cu ca khch 32
3.3 Nghip v phc v bn 35
3.4 S dng khay 41
3.5 Bng b v thu dn 44
3.6 Phc v theo mn, theo sut v phc v kiu gia nh 47
3.7 Quy trnh phc v Alacarte 52
Chng 4: NHNG K NNG V KIN THC PHC V UNG 56
4.1 Phc v ru v nhng ung c cn 62
4.2 Phc v nhng loi ung khng cn 65
4.3. Phc v ti quy Bar 68
TI LIU THAM KHO



Chng 1: GII THIU V DCH V PHC V N UNG

1.1 Ngun gc cc mn n

Hu ht cc mn m chng ta n v ung chng ta thng thc trong cc
qun n, nh hng v khch sn u c ngun gc t nhng thc phm do chnh
chng ta hay cc nn vn ha khc thng ch bin ti nh qua nhiu th k. C
th nhn vo lch s cc mn n, chng ta ln theo cc qu trnh pht trin ca chng
tm hiu lch s x hi v vn ha ca mt t nc hay mt vng nht nh.
C nhiu nguyn nhn nh hng ti cch ngui ta pht trin mt mn
n. Cc nguyn nhn bao gm:
Kh nng sn c ca nhng nguyn liu ti sng.
Kh nng d tr v bo qun cc thc phm d h hng.
Kh nng sn c ca cng ngh ch bin v bo qun.
Cc iu lut trong tn gio v vn ha-truyn thng.
nh hng ca lch s dn tc.
Mn n ngy cng c quc t ha. Trc y, cc mn n c trng
thng ch c mt cc nc, cc vng v lng qu ni chng xut x. Ngy
nay, nh k thut bo qun v d tr thc phm hin i cho php vn chuyn hu
ht cc loi thc phm ti bt c ni no trn th gii v xut nhp khu thc
phm l mt c im quan trng ca thng mi quc t. Do vy, go l mt loi
thc phm chnh rt ph bin chu gi y cng c Chu u s dng.
1.2 Ngnh Du lch Vit Nam.

Du lch l mt ngnh quan trng v ang pht trin ca nn kinh t Vit
Nam ging nh hu ht cc quc gia khc trn th gii. Kin thc v ngnh
du lch v khch du lch ti Vit Nam l iu quan trng i vi mi ngi lm
vic trong ngnh du lch.
Ngnh du lch bao gm mt lot cc lnh vc, trong mi lnh vc c
vai tr sng cn trong vic lm hi lng cc du khch, bao gm:
Kinh doanh l hnh: cng ty du lch, i l du lch, hng l hnh,
Kinh doanh lu tr: khch sn, nh khch,
Kinh doanh vn chuyn: Phng tin giao thng xe but, tu ha, my bay;

Kinh doanh pht trin khu du lch, im du lch: vin bo tng, cng vin gii tr,

Kinh doanh dch v m thc: nh hng, cc qun n,
Kinh doanh dch v du lch khc: cc ca hng m ngh, ch a phng,



Vic tm kim ni n ngh l nhu cu cn thit i vi mi ngi xa nh
v bt k l do cng vic hay gii tr. V th, cc dch v m thc v ngh
dng l trng tm, l quan trng so vi cc nhu cu khc ca du khch.

1.3 Nh hng v phn loi nh hng

Chc nng chnh ca nh hng l cung cp thc n v ung cho cc
thc khch ca khch sn v/hoc khch vng lai:
Cung cp mn n v ung cht lng cao;
Cung cp mt dch v tt, phc v mt cch hp dn;
To ra mt khng gian hp dn khch thng thc cc mn n v
ung; v to ra li nhun.
Khi nh hng ch c mt phng n th cng vic rt n gin. Nhng nu l
mt khch sn c trn 200 phng th mi vic s phc tp hn nhiu. C th s
c mt quy gii kht xinh xn bn b h bi, mt t phc v ti phng (chuyn
phc v thc n, ung ti phng), mt quy ru phng c bo, mt quy
ru khu vc tin snh v.v Hu nh tt c nhng im phc v ny u c
chc nng ring ca mnh trong mi hot ng ca khch sn. Mt s ni khc,
khng ch n gin v chc nng phc v n ung bnh thng m cn c
nhng chc nng phc v khc trong chu k 24 ting ng h.
1.3.1 T chc ca nh hng

Vic b tr nhn s ca mt nh hng thay i ty theo quy m v quy
nh ca nh hng v loi hnh sn phm h cung cp. Mt c cu nhn
s tng i n gin s nh sau:
S t chc ca b phn nh bn

Qun l

T trng/t ph

Thu P/v n Phc V
ngn ru tip v sinh



Qun l nh hng: l ngi chu trch nhim ton b v t chc v hnh
chnh ca b phn nh hng hay ca mt khu dch v, chng c th bao gm
phng ch, snh, phng phc v cc mn nng, phng n v mt vi
phng tic ring bit. L ngi t ra cc tiu chun phc v v chi mi
trch nhim v cng tc hun luyn nhn vin k c hun luyn ti ch hay
mt kha hun luyn ring. Anh ta c th ln lch lm vic, lch ngy ngh v
gi gic lm vic, sao cho ton b khu vc hot ng mt cch hiu qu.
T trng: l ngi chu trch nhim ton b v nhm/ i ng nhn vin phc v, ph
trch mt dy bn nht nh (v d t 4 n bn 10). T trng phi c hiu bit tt v
cc mn n v ru vang, cch thc phc v ng, phi c kh nng iu hnh cc
thnh vin khch ca nhm. Anh ta s tip nhn yu cu (thng t ngi ch tic) v
phc v ti bn vi s gip ca T ph - ngi ph trch th hai trong t.
T ph: t ph phi c kh nng lm cc cng vic ca t trng v thay th
khi t trng vng mt. Thng th t ph c t kinh ngim hn t trng. C
t trng v t ph u phi lm vic trong cng mt nhm c th phc
v hiu qu v nhanh chng.
V sinh: i khi l ngi hc vic, ngi hc vic l ngi mi ra nhp i ng phc
v n ung, c kh nng v mong mun lm ngh phc v n ung. trong qu trnh
phc v, ngi ny lun phi m bo rng t ng lun c y dng c v c th
gip ly v mang cc th khi cn thit. Ngi hc vic thc hin mt s cng vic v
sinh nht nh trong giai on chun b. Anh ta c th c trao nhim v chun b v
phc v cc mn ph, cc mn ngt lm lnh hay pho mt cc loi t xe y phc v.
Phc v ru: ngi phc v ru c nhim v phc v mi ung c cn
trong sut ba n. Anh ta cn phi l ngi bn hng. Nhn vin ny phi c
hiu bit su v mi ung, loi vang no ph hp vi mn n no v kin
thc v cch dng ru ty theo tng khu vc v c s kinh doanh.
n tip v phc v: vai tr ca nhn vin n tip l ch y ti nhu cu ca khch,
c bit l khi khch va vo nh hng, ngi phc v phi tip n-cho hi-
mi khch ngi. Trong thi gian ba ti, trch nhim ca ngi phc v l thng
tin ti nhm trng v nhu cu ca khch. Ngi phc v phi lun m bo rng
nhu cu ca khch phi lun c p ng. Ngi phc v phi lm sao cho ti
khi ri nh hng khch cm thy hi lng vi ba n ca h. Thng thng ngi
phc v l u mi giao tip vi khch hng, chnh l c hi bn hng.
V mt t chc ca b phn nh hng cn quan tm n hai yu t:

1. S khc bit v chuyn mn trong tng b phn nh.
2. S ph thuc ln nhau ca cc n v.



Mc d c s chuyn mn ha cao trong cng vic cc b phn nh, nhng
phi c s hp tc v phi hp lin tc gia cc b phn ny khi phc v khch th
mi c hiu qu cao c. Mt hi ngh chiu i khng th no t chc c nu
khng c nhng c gng ca t phc v hi ngh v t phc v chiu i tic cng
vi nh bp, cc quy ru v t qun l cc vt dng nh bp v.v

1.3.2 Phn loi nh hng

Dch v n ung (hay cn gi l m thc) rt phong ph v a dng, c
th phn loi nh hng theo cc cch sau:
1. Cch phn loi ph bin nht l phn loi theo kiu n (theo menu)

- Nh hng Php - phc v cc mn n Php, phc v theo kiu n u.
- Nh hng - phc v mn n
- Nh hng Trung Hoa - phc v cc mn n Trung Hoa
- Nh hng - phc v cc mn n ca cc nc Chu
- Nh hng u - phc v n u
2. Phn loi theo hnh thc phc v:

- Nh hng phc v Ala carte (khch l tng bn, tng ngi)
- Nh hng fastfood - bn thc n nhanh
- Nh hng Buffet - n t chn
3. Phn loi theo loi n chuyn:

- Nh hng hi sn/c sn
- Nh hng chuyn g/b/d
- Nh hng bia hi
- Nh hng Lu
4. Phn loi theo qui m, ng cp:

- Nh hng bnh dn/ cc qun n nh/ cc quy di ng trn ng ph.
- Nh hng trung cao cp
- Nh hng rt sang trng
- Canteen - nh n
Mi loi c s kinh doanh ny c loi mn n, phong cch phc v rt
khc nhau v p ng nhu cu a dng ca thc khch.



Chng 2: CC CNG VIC CHUN B

Nhim v ca nhn vin phc v bn trong nh hng - khch sn l phi to ra mt
mi trng, khung cnh, iu kin c bit sao cho khch n nh hng n ung s c
cm gic th gin, vui v, thoi mi nht. Mc ch ca nh hng l phi hp dn, thu ht
khch n n ung khng ch bng cht lng v s a dng ca cc mn
n, ung, m cn bng bu khng kh d chu, thoi mi vi s phc v
n cn, chu o v nhit tnh ca nhng nhn vin phc v trc tip .
gim thiu nhng s sut c th xy ra trong thi gian phc v trc tip khi
khch ti nh hng, rt cn mt s chun b phc v tht s chu o. Chnh
v vy giai on chun b phng n ng vai tr ht sc quan trng.

2.1 Lm v sinh phng n

Trong vn v sinh, mi thao tc phc v n ung c vai tr quan trng
khng km so vi kin thc v k nng chuyn mn ca bn. Mt phn cng vic
ca bn l phi thng xuyn v sinh nh hng theo ng quy nh. Lut pht i
hi phi m bo an ton tha phm. Bn phi chu trch nhim trc khch hng
trong vic ngn nga vic lan truyn ca cc loi vi khun gy bnh.
Sau y l cc yu cu/quy trnh v sinh thch hp nhm m bo t
c tiu chun cao:
Sau khi mi bn n c dn sch, cc khn tri bn c
mang i, hy thu li cc thit b v sinh v nguyn vt liu.
Ko rm v thng gi (nu c th c).
Tm ti sn b mt v nhng hng hc cn sa cha duy tr. Hy lm
nhng cng vic ny theo quy ch ca khch sn-nh hng.
Dng khn lau bi lau: my tre; ng;
Ht bi cc tm thm; Git thm: C th t lm ca hng, nu my ht
bi c chc nng , nu khng th a n xng git cng nghip.
Khi v sinh xong hy kim tra thm ln cui.
c bit cn thn khi s dng thit b trong nh hng, hy chc chn
rng bn bit s dng chng ng quy cch nh chnh bn vy. Lau sch
cc thit b ng cch sau khi dng v ct gi bo qun ng quy nh. c
th thu dn sch s v cn thn, bn phi tun theo ng quy trnh lm v
sinh. Lm ng quy trnh trc ht s tit kim thi gian v sc lc ca bn.



2.2 Cc trang thit b nh hng (mt s quy trnh v sinh)

L nng bnh; Bp quay tht; T chn; My trn bt; my lm ; My
ct bnh m; L nng tht; Bp u; L nng bnh pizza;

2.3 V sinh v ct tr s, thy tinh v dao da

Lau ra cc snh s, thy tinh v dao da khng ch nhm loi b cht bn
m cn kh trng. Vic ra cc snh s, thy tinh, dao da v cc b
dng khc ng quy cch l rt quan trng v n gip trnh s ly lan v truyn
nhim cc mm bnh. Lau ra cc snh s, thy tinh v dao da bng tay
hoc my. D l ra bng my hay bng tay, u phi p ng cc yu cu sau:
- Nc ra bt: Nc ra bt phi c c tnh st trng.
- Nc ra: Nhit ca nc trong qu trnh ra phi ti thiu 50
0
C v
ti a 60
0
C. Nu dng nhit cao hn, nc c th lm cch cht protein
ng cng li, to mt mng cng cha trng cn trng hoc cc cht bn
khc rt kh sch, v d nh gia khong cch cc rng ca da.
- Nc s: Nhit ca nc x phi cao trn 80
0
C v cc ang
ra phi c ngm t nht 2 pht. Vic ny s loi b tt c cc mm
bnh cn st li sau khi ra.
Ra bng tay:

Trt t ra thng thng l: thy tinh, dao da snh s cc dng
c ng v cc dng c nh. Phi lin tc thay i nc ra v nc x, v
khng bao gi c p ngc y ln trn.
Ra bng my:

Cc bc ra v s hon ton tng t nh phng php ra bng tay nhng
s c thc hin mt cch t ng v vn c nhiu im quan trng cn phi ch.

Ra thy tinh:

C nhiu loi thit b ra thy tinh khc nhau, v iu quan trng l
phi tun th chnh xc ch dn ca nh sn xut.
Vic cht lng ca ly cc sau khi ra xong khng vt bn v hp v
sinh s ph thuc rt nhiu vo vic tun theo ng quy trnh, v vy my
mc lm vic hiu qu vo mi lc l iu rt quan trng.



S dng v bo qun

Khi lm vic vi ly cc, bt a v dao da, bn cn phi ht sc cn thn
v tun theo cc quy nh v sinh an ton ca cng vic trnh lm st m
hay v. Lun lun kim tra trc khi s dng m bo vt dng khng
b st m, rn nt hay c vt bn. nu b st hay v, nhng vn dng ny
phi b i hoc tr li kho thay th. Nh ghi li khi cn kim k.
Sau khi lau kh hay phi kh cc th: bng vi lau hoc sy kh sp cn
thn chng vo ng ch. Ly cc v bt a vn d v, v vy cn ht sc
cn thn v nu phi thay nhng nh v do s dng hoc ct gi khng
cn thn s lm pht sinh thm nhng chi ph khng cn thit.

2.4 Chun b v sinh c nhn.

2.4.1 Nhng yu cu i vi an ton v sinh c nhn:

Hu ht mi ngi u mang trong mnh mt s loi vi khun gy ng
c thc phm. Nhn vin phi c trch nhim tn trng bn thn h v
ngi khc bng cch tun th tuyt i nhng tiu chun v sinh c nhn
m bo rng h khng lm nhim thc phm.
Nhng yu cu i vi nhn vin b phn m thc gm nhng quy nh
c bn mang tnh php l m bo an ton cho khch. Nhn vin phi:
1. Hiu nhng nguyn tc v sinh thc phm v trch nhim hnh ng.

2. Khi vn chuyn thc phm phi tin hnh mt cch khoa hc v tun
th nhng nguyn tc v sinh thc phm.
3. Hiu nhng nguyn tc v an ton sc khe v an ton lao ng.
4. Quan tm n sc khe v an ton ca bn thn v ca mi ngi.
5. Bo co v bt k ri ro no c th l nguyn nhn gy thng tch.
6. Thng bo qun l cc trng hp, tnh trng m au v bnh tt.
7. Khng can thip trc tip hoc lm dng nhng vn lin quan n
sc khe v an ton.
8. Phi hp vi nhng nh qun l thc hin cc nhim v.
9. Lp k hoch v thc hin v sinh hng ngy, hng tun, hng thng.

2.4.2 Ni dung tiu chun v sinh v trang phc c nhn:





i vi nhn vin n

1 Tc:
- Phi c chi, bi v bi gn ra sau, c bit khi phc v thc n v
ung. Tc mi khng c ph qu lng my.
- c dng keo vut tc, nhng khng nng mi v bng nhy.
- Khng bi tc bng ng nn (hair rollers). Mu tc phi ph hp vi mu da.
- i vi tc xon hoc un phi c chi vut k hn ch mc
hai bn v trn nh u.
- C th ci thm kp tc, bng ,
2 Mt
- Phi c gi sch v khng b tc che ph.
- Lau sch v kh tai sau khi tm.
- Lng mi phi c ta gn trnh l ra ngoi.
- Da mt gi sch khng b vt ty , phi c khm iu tr thng xuyn.
3 Rng
- nh rng thng xuyn sau mi ba n.
- C th dng thm nc xc ming.
4 C th
- Tm ra trc khi vo ca lm vic.
- Dng thuc kh mi khi cn thit.
5 Tay
- Tay v mng tay phi rt sch khng c du vt vng.
- Ct sa mng thng xuyn, di ch ph va u ngn tay.
- Khng sn mng nhng phi chm cht tht p (well-buffet).
- Phi ra tay bng x bng sau khi lm v sinh v lau kh.
6 trang sc
- Ch c eo nhn ci/nhn nh hn loi thit k n gin (sample designs)
- Ch c eo vng tay n thit k n gin (no a pendant or any attachment).
- Ch eo ng h loi kiu dng v mu sc n gin.
- Ch eo vng c n thit k n gin khng nh km ph kin (No noisyl).
- Khng eo trang sc kiu, lp d, khng mang vng eo chn.
- Ch eo khuyn tai n (for lady only)
7 Th nhn vin (ID)
- ID phi c mang thng xuyn, v gi sch cn nguyn vn.



- Khng bi v hoc dn th khc ln th.
- Phi thay th ngay khi th b h hng.
8 Th tn (Name Badge)
- Phi c mang thng xuyn, v gi sch cn nguyn vn.
- eo ng v tr ngc tri ca ng phc.
- Tn phi c in r rng d c.
- Khng bi v hoc dn th khc ln th.
9 ng phc
- Phi c git i k, v cn tt.
- o phi ci nt (Shirt must be worn buttoned up).
- Khng sn tay o ln, v tay o phi c gu vn ln (not be rolled up but cuffed).
- Ti o khng c phng ln (not appear bulky).
- Qun mang phi c dy tht lng (belt) v ti qun khng phng ln,
chiu di va chm mi giy. Vy phi di qu u gi.
- ng qun di va ti ming giy (shoe opening), gu qun khng
chm sn v c np gp (folds at the bottom).
10 Giy
- Lun mang giy khi lm vic. Nn mang giy mi lin.
- Giy phi cn tt, sch bng v khng b mn .
11 V.
- Mang loi n gin, khng hoa vn v kiu dng li (net stockings).
- Khng b toc ch, vt thng v rt ch (snags or runs).
12 Trang im (Make up)
- Phi trang im trc khi vo lm vic.
- Trang im nh nhng, ti thiu l mi v mt.
- Hn ch dng nc hoa, nu c phi tht nh mi.

i vi nhn vin nam (tng t n), lu nhng im khc bit sau:

1 Tc: Lun ct ngn gn gng, khng ph tai v lng my; Tc gy khng
chm c o; Tc mai ngn c ta gn.
2 Mt: Mt phi c co sch lng thng xuyn; Ru, ria mp khng c .

3 Giy: Mang giy mu en, v khng b mn vt mt bn .
4 V: V phi c c cao qu na ng chn (midcalf) v mu en.



2.5 Sp t v chun b phc v
2.5.1 B tr, sp t khu vc chc nng
Sp t v thit k l nhng yu t quan trng gp phn vo s thnh
cng ca nh hng. Bn cn thit k hp l cho khu ch bin, khu bp, khu
tr hng, khu vn phng v khu dnh cho khch. Thng thng, khu dnh
cho khch n chim t 40-60% din tch nh hng, 30% dnh cho khu ch
bin v nu nng, phn cn li l khu tr hng v khu vn phng.
Khu dnh cho khch: y l khu gip bn kim tin, chnh v th ng
ct xn n khi thit k. Hy dnh thi gian thm cng nhiu nh hng cng
tt phn tch cch bi tr ca nhng nh hng . Hy quan st thi
ca nhng khch hng ti n, h phn ng ra sao vi nhng cch bi tr ?
Chng tin li hay khng? Phn tch nhng ci hay v d rt kinh nghim.
Cch thit k khu dnh cho khch ph thuc vo quan nim ca bn.
Thng k cho thy 40 n 50% khch hng ti theo i, 30% i mt mnh
hoc nhm 3 ngi, 20% i theo nhm t 4 ngi tr ln. p ng tng
nhm khch khc nhau, hy dng bn cho 2 ngi v dng loi c th di
chuyn lp ghp thnh bn rng hn. Cch ny gip bn linh hot hn
trong vic phc v tng nhm khch hng khc nhau.
Khu ch bin. Cc khu ch bin trong nh hng thng ri vo tnh trng thit k
khng hiu qu. Hy nm r thc n trong u xc nh tng yu t trong khu vc
ch bin. Bn cng cn khu vc dnh cho vic nhn, ct gi nguyn liu, s ch, nu,
ra chn bt, khu ng rc, thun li cho nhn vin v khu dnh cho vn phng.
Hy sp xp khu ch bin thc n sao cho ch cch khu nu nng vi
bc chn. Cch thit k ca bn cng nn cho php hai u bp hoc
nhiu hn cng lm khi c nhiu khch.





2.5.2 B tr, sp t khu vc hu cn

Trong mt nh hng, khu dch v pha sau hu trng c gi l
khu hu cn v c vai tr ct yu cho hot ng thnh cng ca ca
hng. N phi c t chc v gim st tt, phi c d tr y
cc thit b v nguyn liu thch hp, nhm gip cho nh hng trong
vic thc hin nhim v cung cp mt dch c tuyt vi. Ni chung,
trong cc khch sn ln, c nm khu dch v chnh:
Phng chun b ( Stillroom): Cung cp thc n v ung phc v cho
ba n, khng phc v cho cc khu vc khc ca khch sn. v d,
vic chun b tr, c ph, cc mn kem, bnh m nng v..v. c
thc hin ti phng chun b.
Phng cha dng c phc v n ung: Trong cc khch sn ln y l
khu dch v ring bit, nhng trong cc khch sn nh hn n thng
c kt hp vi khu ra dng c. N l kho cha cc b n hon
chnh cn cho vic phc v cc ba n, v phi c mt phn d tr
thm phng cho trng hp cn thit.
Khu ra bt a: y l mt khu dch v quan trng nht v phi c t ng
ch. Nhn vin phc v c vai tr m bo rng cc a bt bn ca nh hng
phi c mang ti khu ra mt cch hiu qu. Nhn vin phc v phi xp
ng quy cch cc khay cha bn t bt a, cc loi da c xp vi
nhau ng theo kch c, cc b dao da c trn mt chic da vi dao
c t thp xung di rng ca da. Tt c cc thy tinh phi c xp
vo mt chic khay ring bit v c a ti mt ni ra ring.
Ni mn n nng: c coi l im gp g gia cc nhn vin phc v
n v cc nhn vin ch bin mn n. iu quan trng ct yu l c s hp tc
tch cc v quan h tt gia nhn vin thuc hai mng dch v khc nhau ny.
Kho cha vi: Thng thng ngi ta c mt t chuyn dng ng
vi d tr ( nu vic cung cp vi c mang ln t cc b phn khc).
Nhm trng chu trch nhim v t ny vi mc ch kim sot v bo qun.
T c t gn khu phc v n ung phng trng hp khn cp.
Ngi ta i khn bn theo nguyn tc mt b bn i ly mt b sch.



2.6 By bn trong nh hng
2.6.1 Chun b trang b dng c
Vic la chn c v sp t chng, khn tri bn, b n, cc dng
c nh v thy tinh ( cc chn) c xc nh da trn cc yu t sau:
- Loi hnh dch v v loi sn phm cho bn.
- Loi khch d tnh
- cch trnh by phc v n ung
- Ngn qu
- a im
Cc yu t cn xem xt khi mua cc dng c cho mt im phc v n ung.

- Tnh linh hot trong s dng
- Loi hnh dch v
- Loi khch hng
- Mu m thit k
- Mu sc
- bn vng
- D rng bo qun
- Tnh d sp xp
- Chi ph v ngun ti chnh c c
- Tnh thay th c sn c trong tng lai
- Kh nng ct tr
- T l hng hc v d s
- Hnh dng
- Cc tc ng tm ly ti khch
- Thi gian giao hng.

c im dng c by bn n kiu u
B dng c bn n c t 10- 25 sn phm khc nhau. Cc mn n kiu Ty
lun t trn a n c nhn, do vy cch trnh by c bn l chn a 22 - 28cm
t trn a lt nn 35 cm. (vi bn nh c th chn a nh hn). Pha tay phi
lun c 2 mung, tay tri 2 na v phi trc mt l 2 dao, trnh by theo th t nh
bn trong, ln bn ngoi. i vi phn n c nhn lun c ly ru bng thy tinh.
Ty theo tnh cht ba tic, cc loi mung, na, dao c th tng ln n 5 ci (mc
cm, tri cy, n xp, mc nc xt...) v a trn khong 4 ci vi kch c t 18 -
30cm, a oval khong 5 - 6 ci, kch c 21 - 42cm.



Tic kiu Ty n ln lt theo tng mn, sau mi mn thay a trn cho
ph hp. a oval thng dng ng cc mn n chung. Mn nc nh xp
kem, xp hnh... dng cc th khng c np y.
Ngoi ra, trn bn cn c khay ng cc loi gia v tiu, mui, ng,
gu rt xt, v chun b sn tch tr, tch c ph.
Cch trang tr bn n theo tiu chun u cng c nhiu loi ty thuc
kiu cch phc v theo cc nc. Tuy nhin trong phong cch phc v nh
hng kiu u th ngi ta hay trang tr theo phong cch cc nc sau: Kiu
Php; Kiu Anh; Kiu M; Kiu Nga
2.6.2 Yu cu, nguyn tc v quy trnh by bn

Cch by v t bn ty theo vo giai on ba n (mn chnh, ph);
thc n v loi ba n (u, ); ba n (sng, tra, ti); loi tic (ng,
ngi); Bn t trc hoc chn mn (A la carte). D ba n l Ty u, Vit
Nam hay Trung Quc n cng quyt nh cch t bn.
Yu cu chung:

- By t bn n phi m bo mc tiu an ton, thun tin v thm m.
- Kim tra xem bn c sch, vng chc v nm ng v tr, ng ch v
khn tri bn t ng quy cch.
- Khn tri bn c kch thc ph hp, v d 54x54, 54x72,54x120.;
khng b rch hng; sch s v cn mi. C rt nhiu loi bn v kch c
bn khc nhau. V d, c th kt hp hai bn ghp li vi nhau phc v
bn khch. Kim tra xem khn bn c c tri cn i v mi pha khng.
Tri khn bn tht cn thn sao cho khng c np nhn, np gp no.
- Chun b sn cc dng c cn cho mt bn (ty vo s lng khch 2
ngi hoc nhiu hn) nh: dao, mung na, da n, a, ly ung
nc, ly ru, khn n,... cc dng c ny cn ng b, c ra
sch v lau kh. Kim tra ly cc khng nt v khng st m
- Bn lun lun phi kim tra xem dao da c ph hp vi thc n c
gi hay khng v phi s dng dao da v ly, tch rt cn thn
trnh xy ra ri ro. Cc vt dng nh dao, da hay ly, tch c th c
mang thm hay dn i ty theo yu cu ca khch.
- Mang nhiu b dng c dao da cng lc, gi trong khn vi hoc t
trong khay c lt khn.
- Lun phi gi khn n sch s, cng ging nh trng hp khn tri
bn, phi loi b cc khn n c hay h hi.



Khn n c th t im cho bn n thng qua cch gp v mu sc
ca chng. C nhiu cch thc gp khn n. Trong cc ba phc v hng
ngy ngi ta s dng cc kiu gp n gin v trong cc dp c bit ba
tra, ba ti hay tic ci ngi ta s dng cc kiu gp phc tp v kh
trnh by hn. Hu nh mi kiu gp u c c trng ca n: Nn, m gim
mc, hoa hng, lng cm m hong t, mo g, ba lp sng.



Nguyn tc c bn:

- Lun cm vo y hoc thn ly cc. Khng bo gi cm ming ly d
n bn hay sch, khng bao gi cho ngn tay vo trong ly cc.
- Khi setup cn ch t cc loi dao, mung na theo th t cc mn
n v t ln lt t ngoi vo trong nh: dao na mn khai v, mn
chnh mn trng ming.
- t da vo ngay chnh gia v dao na song song hai bn. khong
cch gia cc dng c phi u nhau v song song sao cho c thm
m, dng cho hai ngi phi c t chnh xc i din nhau
- Na t bn tri a, dao mung t bn phi, v ly t pha trn u dao.

- By bn theo phng php nhm hoc c nhn.
1. Phng php c nhn: Trong h thng ny, mi thnh vin thuc i
ng phc v c phn cng ph trch mt khu vc hay mt nhm cc bn,
nhn vin phi by bn trc khi phc v v thu dn trc khi ngh.
2. Phng php t: trong h thng ny, tt c cc nhn vin phc v
chu trch nhim by bn trong ton b nh hng. Mi ngi c phn
cng mt cng vic c th, v d nh:
- a ng bnh m + a n
- Da n tht + da n trng ming
- Tha n sp + tha n trng ming
- Dao n tht + dao n trng ming
- Dao n c + da n c
- Mui v ht tiu + t bt
- Khn n + gt tn
- Hoa + s bn.
Quy trnh by bn:

1. Kim tra xem bn gh c ng ch (sp gh v u nhau) v khn
tri bn c t ng quy cch khng (khn lt, khn ph u quanh bn).
2. By bn theo th t sau: - a chnh Gt tn - L mui v ht tiu - a
ng bnh m - Khn n - Da n tht - Dao n c - Da n c - Tha n
sp - Tha n trng ming - Dao v da n trng ming - Ly cc - Hoa



3. Mang nhiu b dao da cng mt lc bng cch gi chng trong khn
phc v. bn c th mang ra nhiu dao hn bng cch gi chng trong
mt khn vi. iu ny c th gip bn cm chng ng quy cch v
c th lau li ln cui tng ci mt khi ly ra.
4. Hoc, t dao da c t gn gng trn cc khay, mm hoc xe
yv mang ti bn.
5. Khi by xong, kim tra li m bo rng khng thiu th g.
6. Mi ngi chu trch nhim kim tra khu vc bn ca mnh ph trch.
by ton b nh hng trc khi phc v, phng php lm vic theo t
nhanh hn phuong php c nhn. N lin quan ti lm vic nhm v kt qu
lm vic ca mi thnh vin ca nhm ph thuc vo cc thnh vin khc.

Mu by bn c bn

By bn n sng



By bn ba tra v ti

Gia bn cc l gia v dng chung nh tiu, mui, du, dm, m tc,
mi ngi n c t ring dng c nh sau:

- Mt a nng trc mt khch, cc mp bn 2cm.

- Nu l ba chiu, chng thm mt a xu n xp, a nng s tr
thnh a lt s c rt i cng vi a xp.
- Mt khn n nm dc trn mt a.

- Mt tha xp.

- Mt dao n t pha phi, li dao quay vo mp a, chui dao cch mp bn.

- Mt da tht t pha tri p sp cch mp a 3cm, chui cch mp bn 2cm.

- Dao da trng ming c nh by ngang pha trn a n, chui da pha tri,
chui dao pha phi, dao nm phi trn, li quay xung da cch mp a n.

- Ly ung nc ngt hoc bia, ly vang, ly ru by thnh hng ngang
chch bn phi b n trng ming. Ly to nht u phi tri ri n
cc ly khc, ly nh nht ung ru mnh u pha phi theo th t
t to n nh, t tri sang phi, mi ly cch nhau 1cm. Ly ch c by
sn cho nhng th khch s c ung trong ba ghi trong thc n.
Th no khng ung phi b ra t u c ngha l khng t sn.
Nu trong ba n c thm mn hi sn nh c tm cua th phi t thm:

- Mt dao n c bn ngoi dao n tht, cch nhau 1cm, li dao cng quay v
pha a n, chui dao ngang bng vi dao trc. Nu l ba n chiu th lui
tha xp ra ngoi cng, xp dao c vo gia, cnh dao tht nh ni trn.

- Mt da n c t ngoi da n tht cch nhau 1cm, chui da ngang
bng vi da trc.
Ch :

- Dao da tha phi ng b ngha l cng mt th kim loi.

- Hoa vn ng trn chui cn dao da cng kiu nh nhau, nu trn
th phi trn tt c, khng xp th c hoa vn vi th trn.
- Da c, da tht cng nh dao c, dao tht hnh dng khc nhau v di ngn
khc nhau nhng khi t bn phi xp cho tt c phn chui ngang bng
nhau cng cch mp bn 2cm, cn phn u dao, da c php so le.



By bn n tra kiu t trc (table dhote)

By bn n ti kiu t trc (table dhote)



By bn n kiu gi theo mn ( A la carte)

Cch bn by thng n gin hn khi by bn theo thc n nh
trc c v hnh thc ln s lng dng c n ung. Dng c n ung khng
cn t nhiu, ch cn mt b n gm a k, khn n, dao a, a bnh
m c nhn v ly a dng trn u mi dao.
Cch thc t tng t nh by bn im tm u. Ty theo cc mn n,
ung khch yu cu m c s iu chnh, thm bt cho ph hp.
1. t b sung dao da dng cho mn th nht, ty theo mn khch gi.
2. t thm dao da mi khi mang mn mi ra.

Tham kho: How to Create a Formal Place Setting (7 Course Meal Setting)

It's an occasion worthy of your best china, crystal and silver. But where do all
the pieces go? This simple how to will provide your road map to creating a
formal place setting.
Difficulty Level: Easy Time Required: 4 minutes

Tips: For less formal dinners, remove unnecessary pieces such as fish forks
and knives and extraneous wine glasses. practise\table setting.avi



- This is the basic formal setting. If you wanted to make a setting for a fancy 7 course
meal, you could add more glasses and more silverware for fish and dessert.

- If you d like to put out dessert utensils, place the spoon above the plate in
a horizontal position and the fork below it, facing the opposite direction. An
oyster fork is placed at a 45 degree angle, with the tines sitting in the soup
spoon. A fish knife is to the right of the dinner knife and a fish fork is to the
left of the dinner fork.
- A champagne glass can be placed above and to the right of the wine
glass. And a sherry glass is below and to the right of the wine glass.
- Finally, you can place a soup bowl and plate on top of the service place.
This is a beautiful and complete formal setting.
- The more formal a dinner, the more you will find each guest has their own small
salt and pepper as well as small butter dish (sometimes butter can be on a special
small glass or porcelain dish with an ice dish underneath). Do NOT serve butter in
foil paper - make small whipped rosettes which are hardened cold and placed on a
small butter dish at 7:00 or 2:00 o'clock from bread plate depending on the room
you have and the size of your butter dish without moving the desert utensils!
- Reply The reason for not placing napkin under utensils at a formal dinner
is to keep the look of the table tidy and prevent having guests messing
with utensils to take the napkin when they are seated - and - reduce
insidence of having utensils fall on floor by tugging at napkin and reducing
noise at table from utensils clicking together. It also minimizes scratching
extremely expensive or heirloom cutlery for nothing - if you have some.
- Reply You are missing an apperitif / port / digestif or 'liqueur' glass which
may be served with desert after the coffee or tea. The wine glasses are
not necessarily placed in the order that they are served. Water glass goes
2-3" above tip of large main course knife. (From water glass) red wine at
4:30-5:00 o'clock; white at 2:00 o'clock; champagne glass at 3:00 o'clock;
apperitif glass at 4:30-5:00 o'clock from the red wine glass. NEVER place
napkin under the utensils in a formal place setting!
- Reply Serve food from the LEFT and clear plates and utensils from the
RIGHT. The desert fork is BELOW the desert spoon and closet to the
plate. Do not remove white wine glass until main course is over.
Sometimes a cheese course is offered in a 10-course dinner after the
main course series - in which case, the wine glasses remain on the table
until after this is completed to enjoy wine with cheeses.



- Reply Wine is served from the right as well as to replenish water. Coffee
cup is set where wine glass was once wine glasses are removed and
served immediately after desert has been presented.
- Reply When done a course, the fork should be set with prongs in the
centre of the plate and handle on the edge, then the knife blade edge
down just above it - this method also helps to avoid cutlery from falling
while it is removed and indicates that guest is done their meal. Do not
bring the desert fork and spoon down for the guest - especially at a formal
dinner! Food is always served from the left - presented to a lady first and
continue clockwise around the table - esp. if the table is round.

By bn n kiu

B dng c phc v n ch khong 10- 15 sn phm khc nhau. Cc mn
n kiu chu lun t trn chn, do vy cch trnh by c bn l a lt chn
cm + 1 chn, tay phi a trn gc a v tray tri t mung trn dng
c gc mung. C th c mung v a cng mt bn tay thun.
n tic, dng thm
mt a trn c 20cm t
trc chn nhn vin
phc v gp thc n t
a chung cho vo a c
nhn trc khi khch
gp vo chn. Tic nhiu
mn n c thm a lt
loi 30 hoc 35cm.
Phn n c nhn lun
i km 1 tch tr nng t
phi trc a v chn,
bn pha tay thun. Cc
mn nc n trong th c
np y. Mt quy tc
chung ca chu l tt c cc thc n u t sn trn bn (lun c t 3 a tr
ln), cc mn chung lun t trong a ln 30- 35cm, mn c, vt, g dng a oval.
Ngoi cc h gia v ng, mui, tiu... thng c thm a nh ng
mui tiu chanh hoc nc tng.



2.6.3 Chun b phc v

Mi th sn sng (Mise-en-place): l thut ng truyn thng c s dng nhm
cho thy mi phn vic phi hon thnh c mt phng n sn sng phc v.

- m bo rng mi dng c kim tra v nm trong tm tay.
- Hn ch s chm tr trong khi phc v.
- To n tng v tnh chuyn mn ha cao.
- m bo rng hnh thc ca phng n gn gng, sch s v c t chc.
N lin quan ti vic:

- Sp t khu vc lm vic v phng n: m thanh, nh sng, nhit ,
- Mi dng c ra sch, nh bng, kim tra k v by ng quy cch.

- Cc t ng dng c, cc bn phc v c dng v sn sng phc v.

Mi th sn sng (Mise-en-place) bao gm nhiu hot ng trong c
vic to iu kin mi trng tt, sp t, kim tra v thit b. Trnh t i vi
Mise-en-place c th khc nhau, nhng thng thng gm c:
- D tr t ng dng c v bn phc v: t ng dng c cha cc thit
b cn phc v cho mt ba n. Cc th d tr rong t ny ph thuc
vo: Cch thc phc v v loi thc n; S nhn vin phc v c b tr
theo t ng dng c; S bn phc v c b tr theo t ng dng c.
- Cm hoa v trang tr bn: Thng thng cng vic ny do b phn nh
bung hoc b phn ngoi cnh thc hin. Hoa ti phi c thay
nc hng ngy, l cm hoa phi c v thay nc thng xuyn
v c kim tra xem c cn trng khng.
- Cc ca ra vo: Cc ca ra vo gia nh hng v bp c gi l cc ca ra
vo. Cc ca ny c thit k sao cho khng th ra c bng ca vo v
khng th vo c bng ca ra. y l mt thc tin lm vic an ton v n
gip cho vic i li an ton ca nhn vin t vng ny sang vng khc v lm
cho cc nhn vin khng va vo nhau khi i li t bp ti nh hng.
- Cc li thot him v c im an ton: Tt c cc nhn vin c trch
nhim m bo rng nh hng l mt khu vc an ton v cc quy nh
v phng chy cha chy p dng Vit Nam c tun th y .
Khi chun b nh hng cho vic phc v, mt vic quan trng l kim tra
cc iu kin v an ton phng chy cha chy.



Chng 3: NHNG K NNG V KIN THC PHC V BN

1. Look at me.
2. Smile at
me. Five basics of service excellence: 3. Talk to me.
4. Listen to me.
5. Thank me.

3.1 Vai tr ca bn trong ngnh phc v

Ngnh kinh doanh dch v m thc c hai i tng chnh l:

1. Khch hng (khch)
2. Nh cung cp (nh hng/khch sn)
Nhu cu v mong i ca khch phi c nh cung cp dch v p
ng. Quan tm n khch l nhm to s thoi mi cho khch, m bo nhu
cu ca khch c p ng, cng vic ca khch c quan tm v nh
vy h gi mi quan h tt vi chng ta. Quan tm n khch c mi quan
h cht ch vi quan nim phc v v con ngi. iu kh l khng th xc
nh r quan nim ny v n khng th cn ong, o m c.
iu thch thc i vi bn l p ng ti a nhu cu ca mi khch
hng. Quan tm n khch l vn thit yu ti s tn ti ca ngnh dch
v du lch ni chung v m thc ni ring. K nng giao tip vi khch rt
quan trng v l mu cht nhm tha mn nhng mong i ca khch.
Yu t cn tr s pht trin ca du lch:

- Nhn vin thiu ngoi ng
- Nhn vin thiu kinh nghim
- Nhn vin thiu s yu ngh
- S thay i nhn vin thng xuyn
Nhng iu khin khch khng tr li:

- 1% Khng cn nhu cu na (die)
- 3% Thay i l trnh (move)
- 6% Bn li ko (friend)
- 9% i th cnh tranh (direct competitor)
- 11% Dch v & sn phm ti (bad product)
- 70% Thi ca nhn vin (bad attitude)



iu lm khch hi lng

- S cho hi khch (greeting)
- S gn gng v sch s ca nhn vin (personal appearance)
- Phc v chuyn nghip (pro-performance)
- Phc v khch tt nht (offering best service)
- Hu dng (usefulness)
- Kim tra s hi lng ca khch (satisfaction)
- Cho tm bit (saying farewell)
Nguyn tc ca ngh phc v

1. Khch hng lun lun ng
2. Nu khch lm iu g sai, vui lng xem li nguyn tc s 1
3. i i vi mi khch nh mt ngi quan trng
4. Khch n Nh hng/ Khch sn khng phi l cn s gip m
h l ngi gip mnh
Yu cu ca ngh phc v

- C kin thc v s phc v vng vng (skills)
- Tip n mi ngi vi tinh thn hiu khch (hospitality)
- Lun mm ci vui v (smile)
- T ra thn thin v n cn (friendly)
- Phc v nhiu hn s mong i ca khch (exceed guestexpectation)
- T ho ngh nghip (proud)
- Tinh thn hng say (warm up)
- Lch s v kho lo (courtesy)
3.2 Quan tm nhu cu ca khch

Khi phc v n v ung trong nh hng mt trong nhng nhim v quan
trng i khi l nhim v kh khn nht l giao tip vi khch hng. i vi mt s
khch hng, bn c th s l ngi u tin v cng l ngi sau cng tip xc vi
h nhng i vi mt s khch hng khc, bn li l ngi tip xc vi h t u
n cui. v vy n tng bn to cho khch hng l rt quan trng.
Tt c nhng ngi n nh hng u l thc khch v u phai rc i
i theo ng ngha ca n. Quan tm n khch hng chu o s to cm gic
thoi mi cho khch hng. Quan tm nn khch hng chu o l vn thit
yu i vi s sng cn ca ngnh ny. Trn nhiu phng din, cung cp dch
v tt cng c ngha l quan tm n khch hng mt cch chu o.



3.2.1 Dch v tt

Dch v vt cht: Khi nim ny lin quan n cht lng, s lng v
gi c, thi hn ca n thc ung, cc tin nghi, thng tin v phng thc
phc v. Ni chung dch v vt cht l hu hnh, c th thy c m khch
hng c th d nhn bit. V d:
Mt ba tra c bit ngon ming trong nh hng
Phng tin truyn thng trn gi n tng bung khch
Cc thit b v sinh sch s trong khch sn.
Dch v phi vt cht: Dch v phi vt cht mang yu t ch quan v s c
ngha khc nhau i vi tng khch hng. y khng phi l dch v hu
hnh nhng li to cho khch hng cm gic thoi mi, ngha l trong khi p
ng nhng nhu cu ca khch hng phi to cho h cm thy c n tp
nhit tnh v c coi trng. iu ny lun cn thit cho d bn l mt nhn
vin tip tn, nhn vin phc v bn trong nh hng hay mt ngi gip vic.
Dch v tuyt ho s khin cho khch hng nhn c nhiu hn nhng
g m h mong i v chnh l ci m mi chng ta c th mang li cho h
qua cng vic ca mnh/ lm c iu ny rt n gin, chng phi tn km
chi ph nhng rt nhiu li ch m ba bn tham gia trong vic quan tm n
khch hng. Ban bn l khch hng, cng ty v chnh bn.
Mi cht ca s thnh cng trong kinh doanh khch sn l cung cp mt
chum mc cao cho c dch v vt cht v dch v phi vt cht. V bn chnh l yu
t ch cht c th cung cp mt chum mc cao cho dch v phi vt cht.
- Bn c th l ngi i din u tin ca nh hng m khch hng tip
xc, nn n tng m bn to ra cho khch hng s tc ng ti
nhng nh gi ca khch hng i vi nh hng.
- Bn c th l ngi duy nht giao tip vi khch hng nn thi phc v
ca bn s l n tng lu di v nh hng ca bn i vi khch hng .
- Nu bn khng hiu khch hng, bn s khng th gip h hi lng
3.2.2 Tiu chun ca phc v

Thi v hnh ng

- Bn mm ci vi nh mt vui v, khch s ci p li v cm thy thoi mi.

- n tip khch mt cch ph hp v thng xuyn dng nhng cu cho, v d:
xin vui lng hay cm n. Nhng cu cho nh cho bui sng v cho



bui ti nn c s dng khi n khch v khi mt nhn vin phc v
n tip xc ln u vi khch.

- Cng nn s dng nhng cm t hay ng Ngi, Qu b hay chc
danh ca khch nu bit.
- Nu bn khng hiu nhu cu ca khch bn s khng th gip h hi lng.

- Thi phc v tt to n tng kh qun v khch sn v v c bn thn bn.

- Cch giao tip khng li cng quan trng nh giao tip bng li ni.
Giao tip khng li (Non verbal communication)

1. Tip xc bng mt v nhn thng vo mt khch khi ni chuyn biu
l rng bn ang rt thnh tht.
2. Tc phong-c ch chng chc: dng ng v gi u thng hi nghing
v pha khch,.
3. Mt th hin s biu cm ph hp vi tng ng cnh (Facial Expressions)

4. Ch trnh nhng va chm thn th khi phc v khch.
5. Gi khong cch ph hp khi giao tip v phc v khch. (comfort zone)
6. C ch v iu b tay khim tn nhng r rng nht qun (Hand and arm
gestures)
7. Ng iu ging ni (Voice Characteristics) phi c kim sot, khng
chm cng khng nhanh, v va nghe,
8. Trang phc, ng phc ph hp, va vn (Dressing Style)
9. Kim sot mc thi gian dnh cho mi thao tc, hnh ng,
Tiu chun ca s lch s

Tiu chun lch s ca mt phc v bn gii khng ch trong khi phc v
khch m cn l li ng x chung vi mi ngi xung quanh. N c th
hin khng ch tri chy trong cc quy trnh phc v m cn phi m bo
khch hng hi lng thc s.
- Cho n khch ngay khi vo nh hng.
- Hy gi tn khch khi c th.
- Khng c pht l khch hay ch i ngang qua thi.
- Trong trng hp khng th phc v khch ngay, hy ni: ti s quay
li phc v qu khch trong chc lt.



- Trng hp cha kp thu xp bn cho khch, phc v bn nn gi
khch ch ti quy bar,
- Xin li khch ngay c khi bit khch sai.
- Khng khch c cm gic b hi thc.
- Lun trnh ha n cho khch khng chm tr, nu khch cha dng
xong hy t ha n trn bn gn .
- Lun tin cho khch vi li l ph hp.
Nhng iu nn lm: practise\do`s & don`t's .avi

1. Be pleasant, courteous and polite with clients and fellow employees.
2. Put smile on your face and in your voice.
3. Maintain a high standard of hygiene on yourself and around you.
4. Be co-operative with fellow employees.
5. Always offer to help your colleagues.
6. Maintain team work.
7. Maintain a Yes I can attitude.
8. Handle all equipment with care.
9. Respect safety measures.
10. Respect hotel property.
11. Keep your uniform always clean. Wear your name tag.
12. Be punctual.
13. Be conscientious in your daily duties.
14. Work quickly, but quietly and safely.
15. Always obey the instruction given by your supervisor.
16. Maintain a good grooming.
17. Report broken or damaged equipment.
18. Follow all standard and procedures.

Nhng iu khng nn lm:
1. Dont remain in the premises more than 15 minutes after your shift.
(Except if being asked to by supervisors)
2. Dont wear your uniform outside the hotel.
3. No chewing gum.
4. No eating or drinking on duty.
5. No smoking except in designated area.
6. No political button to be worn.
7. No jewelry (wedding rings and watches only)
8. No personal calls.



9. No abusive or offensive language.
10. No changing shift, days, hours without authorization from your supervisors.
11. No sitting in work area.
12. No sleeping during working hours.
13. No gambling of any kind within the hotel premises.
14. No gathering and chatting within working areas.
15. No arguing with your colleagues and supervisors.
16. No this is not my job attitude.
17. No dragging of shoes, sloppy or tired-looking attitude.
18. No running inside the work place.

Tiu chun ca phc v tuyt ho:
Our guests are never upset if we are in good service attitude.
1. When ashtrays have more than 2 butts in them.
2. When salads are room temperature.
3. When water glass not automatic refilled
4. When hot food and beverage is served in cold plates and cold cups.
5. When not food not hot and when cold food in room temperature
6. When the R/S phone rings more than 5 times before being answered.
7. When a guest gets put on hold for than 30 seconds
8. When glasses or dishes are chipped.
9. When silver on tables is spotted or tarnished.
10. When glasses are streaked. (Hold them up to light and you ll be shocked)
11. When menus or placemats are ripped, stained, or smudged.
12. When there are not enough menu for the customers
13. When salad bars or buffet lines do have any Razzed Dazzle
14. When guest wait for 3 minutes without having a drink order taken.
15. When we run out of chinaware, silverware, glassware.
16. When silverware is set crooked on the table.
17. When sugar bowl is dirty inside.
18. When salt & peppers are greasy to touch, haft empty or when ketchup
bottles are coated at the nest.
19. When we are run out of any item in any bar or restaurant at any time.
20. When service person have the I am doing your a favor attitude.
21. When banquets or coffee breaks start late.
22. When debris, bits of paper and food is not immediately pick up from the
carpets or floors in restaurant or bars.
23. When restaurant and bars open late or close early.
24. When the guest pays top dollar for quality food and beverage and does not get it.



25. When chairs and booths are dirty, stained, or have crumbs on them.
26. When guests who come for breakfast dont get coffee if they have to wait in line
for more than 3 minutes, or they dont get coffee immediately on being seated.
27. When R/S says 30 minutes and it takes 45 minutes to serve the order.
28. When a guest orders something and get wrong order.
29. When coffee is not steaming (check banquets )
30. When fruit garnish in the bars or R/S is dried out.
31. When buffet table or salad bars are not replenished quickly.
32. When orders arrive and they are incomplete, or service people ask for
who gets what?
33. When bud vase water is murky or flowers wilted.
34. When table or meeting room linen have small holes, rips, or burns.
35. When table and chairs are wobbly.
36. When greasy, dirty rags are used to wipe down tables
37. When guests do not get recognized by a smile, a hello, or eye to eye
contact when they hit the door of any restaurant.
38. When frozen dessert is served at a Banquet and it is so hard the guest
cannot possibly get a spoon into it.
39. When a guest gets their food check and it is sloppy, wet, or stained.

3.2.3 Cc nhm khch vi nhu cu khc nhau

Lm vic trong ngnh du lch c ngha l tip xc rng ri vi lng ln cng
chng. Vi cng vic ca mnh, bn phi nghin cu nhm xc nh c nhng
i tng khch hng khc nhau v kiu phc v khc nhau m h yu cu. p
ng c nhng yu cu khc nhau ca khch hng chnh l vn chm sc
khch hng. R rng c nhiu nhm khch hng vi nhng nhu cu khc nhau
nh khch thng mi, khch du lch. Vi kinh nghim ca mnh, chng ta c th
bit cch phc v m h yu cu. Tuy nhin cng c nhm t ngi m i hi mt
mc chm sc v quan tm m bo rng nhu cu ca h cng c p
ng nh ngi gi, tr em v ngi tn tt, du khch t cc nc khc nhauTt
c nhng nhm ny c th c nhng nhu cu khc nhau m cn c phc v
ng cch. Kh nng nhy cm v nng lc chuyn mn l rt cn thit khi cung
cp dch v cho nhng khch hng. Thi quan tm dng cch v lu n mi
th l mt trong nhng b quyt thnh cng trong lnh vc giao tip.
Chm sc khch hng chu o chnh l hiu v p ng tt nhng yu
cu khc nhau ca khch: Khch thng mi, khch du lch; Khch cao tui,
tr em, ngi tn tt; khch t cc nc, vng min, tn gio khc nhau,



c im tiu dng ca tp khch du lch Trung Quc.

V m thc, khch du lch Trung Quc thng thch dng cm go tm nu
bng ni t nung, thch cm thp cm, thch cc mn n tht quay, thch n lu,
canh trng. H cu k trong ch bin v dng nhiu gia v trong ch bin thc
n, H c bit thch n rn, ba ba, dng ru vang Php, g tn thuc bc,
c im tiu dng ca khch du lch Php.

V n ung: Khch Php l nhng ngi n ung lch s, trong khi n h thng
ni chuyn v thi tit, vn ho, th thao, thi s v trnh ni i t hoc nhng vn
gy cn gy tranh lun. H thch tin nghi n ung phi hin i, sch s, bi tr
p v khng kh bn n m cng. Ngi Php rt t ho v tp qun n ung ca
mnh bi h c tp qun n ung phong ph, lu i, cc mn n c o sng lc
nhng tinh hoa nht v c ph bin hu ht cc nc u, . Khng nhng th
cch ch bin v n ung ca h cng rt cu k. Php l nc u tin c t in v
n ung. Ngi Php thch n cc loi xp trong, cc mn nng, rn cn ti t tht
b, thch mn pat c ti, bnh m trng vi b v pho mt, h thch n rau ti v
xalt tng hp. H rt ch tng loi xt ph hp cho tng mn n, xt in hnh ca
h l mayonnaise. Ngi Php thch ung vang v cognac.
c im tiu dng ca khch du lch Nht.

V n ung: nhng ngi gi thch n cc mn n truyn thng ch bin t
hi sn, c bit l h thch mn gi c, gi tm ung vi ru Sak hm nng v
c bt tr hoa cc ra tay. Mn ni ting ca h l Sushi ( cm) v Shasimi ( gi
c). Gii tr thch cc mn n nhanh kiu M v thch ung ru vang Php.
Ngi Nht ni ting vi Tr o, h thch ung tr xanh nng bng.
c im tiu dng ca khch du lch Hn Quc.

V n ung: ngi Hn ni ting vi mn kim chi dng phng php ln men. H
c ti 170 loi kim chi. Cm ca ngi Hn Quc thng c trn ln 2 th go np
v t nu, h khng thch sa v cc mn t sa, h t dng c, xc xch, dm
bng. H coi trng v tr x hi ca gia nh v khch trong ba n. H quan nim n l
mt nghi l cng ng nn c th n chung mt mn, ung chung mt cc ru.
c im tiu dng ca khch du lch M.

H c yu cu kht khe trong v sinh an ton thc phm, khch M l
tp khch c sc chi tr cao. Ngi M khng cu k trong n ung, thch
mn n nhanh, thch mn sn rn, bnh m kp tht g. H ung nhiu v
snh iu v ung, h thch champagne, nc tinh khit v c ph,



3.3 Nghip v phc v bn

3.3.1 Tip n-cho hi-mi khch:

n tip v mi khch nh v ti nh hng. Cng vic ny c th c thc hin
theo cch chuyn mn ha. Tc l c th phn cng cho nhng nhn vin c kh
nng giao tip tt, c kh nng nm bt tm l tt lm vic cung on phc v, tip
khch trc tip nh: n tip khch mi n ca hng, mi thc n, nhn t n ca
khch, bng a, gp rt thc n ung phc v khch trong ba n, Nh vy s
lm tng s cm nhn tt ca khch v cht lng dch v ca nh hng.
Ngoi ra nhn vin n tip khch phi l ngi hiu bit su sc v cc
mn n ung ca nh hng, thm ch c v cch ch bin mn n, v
phong tc tp qun trong n ung ca cc vng min dn tc khc nhau
nhm c k nng bn hng tt nht v ti a ha doanh thu cho nh hng.
Nhiu khch sn hay nh hng c quy nh ring trong vic cho hi
khch, thng thng c mt lot cng vic cn c thc hin khi mt ngi
khch bc vo nh hng. Chui cng vic ny l tip n- cho hi v mi
ngi, c ngha l trc tin bn phi dn khch; sau cho hi h v cui
cng a h ti ch ngi ca mnh.
Mt v d cho quy trnh chun b cho n khch khi ngi bc vo
nh hng nh sau:
Nhn vin n khch trong trang phc ngay ngn sch s, ging mt
ti ci, ng trc ca nh hng cho hi khch, to khch cm gic
thoi mi, to n tng tt p v nh hng i vi khch hng.
1. Khi khch ti, ch ng bc ti cho khch vi v mt ti ci. Ni
Cho bui sng/ bui ti, tha ng/ b Thim hoc tha ng/ tha b
nu cha bit tn khch.
2. Tm hiu xem khch t ch trc cha v s lng khch.
3. Dn khch vo ch ngi, nhn vin n khch i bn tri pha trc
khch, gi khong cch khong 1 mt, i theo nhp i ca khch.
4. Ty theo thnh phn khch, s lng khch v yu cu ca khch m
linh ng, dn khch ti ch thch hp nht.
5. Hi kin khch v hng ngi, khch ng th mi khch ngi.
6. Gip khch nh nhng ko gh ra, u tin cho ph n v ngi ln tui.
7. y gh ln trc khi khch ngi xung.
8. Ct o khoc cho khch khi cn thit.



9. Tri khn n cho khch theo quy nh ca nh hng v phong cch ca
c s kinh doanh.
10. T gii thiu mnh l nhn vin phc v s chm lo ba n cho khch.
Ni mt cch khc, nu bn l nhn vin tip tn hy t gii thiu tn.
Hnh ng dn khch ti bn n c gi l mi khch ngi, l
mt hnh ng quan trng nhm lm cho khch cm thy c tip n n
cn v khng phi ch i, l s phc v tt ii vi khch hng.
Bn cn tm hiu cc quy nh ring ca khch sn v tun th ng cc
quy nh ra. Hy nh tm quan trng ca n ci, nh mt, dng iu
v ci bt tay (nu cn thit). Vic thc hin n tip khch nht thit phi
c thc hin theo nhng nguyn tc giao t thch hp.

3.3.2 Gii thiu thc n v tip nhn yu cu

Thc n: l danh mc cc mn n, ru vang v ung m khch c
th chn cho mnh. Yu cu c bn l nhn vin phc v nhn thc n ca
khch phi c nng lc v s hiu bit thng sut v thc n.
Loi thc n:

Thc n t trc (Table D`hotel): l loi thc n c nh s
lng cc mn n m khch chn vi mt mc gi c nh, cc
mn n s c phc v theo thi gian quy nh.
Thc n gi theo mn (A la carte): l loi thc n lit k y
cc mn n sn c, mi mn c ghi r gi tch bit, v phi i
mn c nu theo yu cu.
Mt s loi thc n khc: Thc n n sng; Thc n cc mn n
nh; Thc n cc mn n trng ming; Thc n phc v ti bung.
Mt loi thc n cho ba tra v ba ti chun thng c sp xp
theo trnh t sau: Mn khai v - Cc mn n chnh Trng ming ung
Yu cu v nguyn tc

Khi khch ngi xong xui c th h s mun gi ung v v th rt
quan trng l bn phi bit nhng cu hi thng dng trong vic tip nhn
yu cu ca khch.
- Khng khch ch i thc n lu qu mt pht
- Bt u to cho khch cm gic c phc v n cn.



- Khng hi thc khch, cho khch c thi gian chn la thoi mi.
- Sn sng cung cp mi thng tin mt cch chnh xc.
- Bo m c thc n cho mi khch trong bn.
ng bn phi ca khch trnh thc n theo th t: Khch n trc
khch nam sau cui cng l ch tit (nu c).
C 3 cch trnh:

- Xp kn thc n, khch ch thy trang u tin.
- M ng phn ni dung khch yu cu.
- Gi cnh trn thc n, cha cnh di cho khch cm
Ghi nhn yu cu ca khch Trng nhm nh hng hoc nhn vin phc v
c kinh nghim lm cng vic ny:
- Trong giao tp phi s dng ngn t chnh xc d hiu, ngn gn, lch s.

- Khng dng ting lng hoc cch ni qu thn mt.
- Ch vit trn order phi r rng, chnh xc.
- Gii thch mi thc mc ca khch v thc n ung: thnh phn
nguyn liu, phng php ch bin,v.v. t vn v thc ung.
- Lun p ng nhng yu cu c bit ngoi chng trnh ca khch,
trong phm vi cho php. iu g khng chc, phi kim tra ti b
phn c lin quan trc khi nhn li vi khch.
- Phi cm nhn nhu cu ca khch khch a ra phng cch
phc v thch hp nht nh: khch mun n nhanh, khch mun
dng ba thong th, khch ang b bnh v.v.
- Phn bit r phn n ung ca tng khch trong bn tin vic
phc v v lp ha n.
Th t nhn yu cu ca khch: Nu c ch tic th ghi yu cu u tin ca:

- V khch n ngi bn tri ch tic.
- Nhng khch n cn li theo chiu kim ng h.
- Ton b khch nam thyeo chiu kim ng h tnh t ch tic.
- Cui cng l ch tic.
Nu khng c ch tic th nhn vin t phng on ch tic theo cm
nhn v phc v nh trn. Nu c tr em th u tin phc v trc.



Quy trnh

- a danh mc r vang v ung sau khi gi thc n. Menu ru
nn a cng vi menu n (v h mun chn ru v n cho ph
hp vi nhau-c bit l khch Php).
- a menu ru cho Ch tic ngay sau khi a menu n cho ph n, hoc c
th a menu ru lun cho ch tic v ng ny l ngi s quyt inh loi ru
cho c bn. Khch c th ung Champange hay ru khai v trc khi bt u.
- a danh mc ru vang cho ngi ch tic, hy ni: "Xin mi ngi xem danh
mc ru" hay tha ng, ng c mun xem danh mc ru vang khng?.

- Hy cho khch hng c thi gian xem xt thc n. Hy ch quan st, nhng
khng c t thi thc gic: suy on xem khch sn sng gi mn cha.
- Tin li gn bn ln na v ngh c tip nhn yu cu, chun b
sn bt hoc quyn bin li hai hoc ba lin. (Phiu ghi yu cu ca
khch phi c thng tin sau: S bn, S khch, Ngy, Tn ngi phc
v, ch k , Thi gian yu cu, Thng tin ny rt quan trng v
phng din qun l nhm m bo cng vic c t chc).
- Cc khch hng c th khng bit mn trong thc n, bn nn gip khch:
Gii thch mt s mn chnh trong thc n, Gii thch cch nu mn , Ch
dn cc thc n i km nc st v cc gia v, a ra cc mn gi , Gii
thiu cc mn c sn trong ngy, t vn cho khch chn la khi khch yu
cu, khng qun thng bo nhng mn n ung bn ht. 7. kho lo
ngh mn n, thc ung bn c nhiu sn phm.
- M t cc mn n trong thc n v a ra cc xut nu cn thit
hoc c yu cu. Phi m t rt chng xc cc mn n. lm c
iu ny, bn phi bit v sn phm ca nh hng.
- c th kim sot c trc khi nhn yu cu hy vit ra bn thng
tin quan trng sau trn s bin lai: S bn, S lng b n (covers),
Ngy thng, Ch k nhn vin phc v,
- in vo s bin lai ghi li s cc mn n c gi, nhm li vi
nhau: tt c cc mn khai v, Tt c cc mn sup, Tt c cc mn chnh,
Tt c cc mn rau,
- Nhn t cc mn chnh, sau bn mi nhn t cc mn trng ming
v c ph. Vit tht r rng v d c.
- Hi khch xem h mun mn n c nu nh th no ng mun
dng mn bt tt ti va hay chn k?.



- Nhc li vi khch v cc mn t m bo chnh xc.
- Nhn yu cu ru vang (nu khch yu cu). Phi m bo ru vang s c
phc v vo thi im v nhit thch hp. S dng mt phiu ghi ring.

- Nhn yu cu cc mn trng ming ngt v c ph ghi vo mt phiu
mi v ng qun ghi y 5 thng tin cn thit trn phiu.
- Kim tra xem s lng mn gi ng so vi ngi trong nhm cha.
- Cm n v mang thc n i.
- Sao phiu ghi v a yu cu vo nh bp. Bn gi li mt lin lm
phiu thanh ton sau ny. Mt lin chuyn cho ngi thu tin (nu cn).
- Khi khch dng xong cc mn chnh, mang thc n li ln na cho
khch (nu cn)
Lu : Tip nhn yu cu ca khch l mt nhim v quan trng v thng
thng ba n c t yu cu hay khng l ph thuc vo s chnh xc ca nhng
ch dn hay yu cu ca khch khi truyn t li cho b phn bp v quy bar.
Ngh thut bn hng: Trong cng vic ca mnh, bn s l ngi bn
hng cho nh hng. Trch nhim ca bn l giao tip vi khach hng v bn
hng cho nh hng. Bn c th thc hin iu ny thng qua vic gii thiu
hay gi y, gii thiu cc mn n c sn, a ra cc n ph thm nh
ru vang hay trng ming Cung cp dch v cho khch hng t tiu
chun cao cng l mt phn vai tr ca ngi bn hng. Tiu chun ngoi
hnh, cc k nng chuyn mn s gp phn to nn s hi lng ca khch v
phong cch phc v ca bn - y cng l mt kiu ngh thut bn hng.
People like to buy, but hate to be SOLD!

Always get the cooking temperature for meats.

Rare - Bloody cool center, touch of rawness

Medium Rare - Bloody red, no rawness of meat

Medium - Pink warm center

Medium Well to Well - Fully cooked with no redness



3.3.3 Chuyn phiu yu cu cho b phn bp v quy bar:

Chuyn phiu yu cu ng lc cho nh bp hay quy bar l vn cc k quan
trng v n c nh hng n cht lng v thi gian phc v tnh t khi a yu cu
n nh bp v quy bar tr i. Cc mn n trong thc n gi mn lun c lm v
nu theo yu cu nn cc u bp cn c nhiu ch dn chun b mn n. Nhn
vin phc v trong quy bar cng cn c nhiu ch dn chun b ti quy.
Nhn chung nu ta s dng cch ghi mang tnh truyn thng l: khi gi yu
cu n, th ta ly mt bn sao v chuyn yu cu n cho nh bp. Khi gi
yu cu ung, th ta ly bn sao v chuyn yu cu ung cho quy bar.
Thi gian ch i: Mt trong vn hay b khch hng phn nn nht
ti nh hng l thi gian v h phi ch i c phc v c v n cng
nh ung. Thi gian ch i phi l khong thi gian ti thiu hp ly gia
cc mn n. Tc , nhp v thi gian phc v l quan trng i vi:

Khch hng: Do h i hoc mt nn khng kin nhn i mn
n hay ung mnh gi.

Nhn vin phc v , n ung: Trnh cng thng v thi gian phc
v c bit trong thi gian c nhiu bn phi phc v.

Nhn vin ch bin mn n: Cho php h c thi gian nu c
bit l thc n gi theo mn.
lm tt cng vic v duy tr cht lng cao, cn phi c su phi hp
cht ch v tng tr gia nh bp v b phn phc v n ung.
Cc nguyn tc phc v chung sau y phi c p dng:

- Cc mn n lnh phi c gi lnh v phi c phc v trn a
lnh v d salat, sp lnh, kem
- Thc n nng phi c gi nng ch khng phi l m v c
phc v trn a nng.
- Trong c hai trng hp, n v ung nng hay lnh nn c
phc v ngay ch khng chn ch.

3.4 S dng khay

S dng khay l mt phng php nhanh chng nht v an ton
bng b cc mn n. Khay c th c s dng cho nhiu vic khc nhau:
em dao, da, mung; em ly, tch thy tinh; phc v thc n; phc v
ung; dn trn bn n; em n/thu dn theo yu cu phc v ti bung.



c im ca khay: khay c nhiu hnh dng, kch c v cht liu khc
nhau. Chng thng c lm t: Thp khng g; Bc; Nha; G, Chng
c thit k c kh nng chu nhit, d ra, nh nhng chc chn,
khng trn v c th xp chng nhiu khay vi nhau.
Kch thc tiu chun ca khay c s dng trong khch sn hay nh
hng l 45,7x34,3 cm. Tuy nhin, c th c cc kch c khc na nh khay
c nh 11x16cm dng a ha n ha nh n khch sn (thng
c xem l khay nhn tin thng ca khch hay khay ru vi kch ln
59,8 x45,7cm dng phc v tic ln.
C mt loi khay c chng dng phc v ung v dn cc cc bn
i. Loi khay ny cng c coi l cng c h tr phc v. Khi s dng khay
nn ph khn vi hay khn n sch, iu ny s gip gim ting n, gim
trn trt v trng p, lch s hn.
Chn khay: Chn ng kch c v loi khay cho tng cng vic; m
bo rng khay sch v khng st m.Khi dng khay thng ph khn vi
trnh trn trt, gip gim ting n, trng lch s v thm m hn. m bo
s dng ng kch c v loi khay cho tng cng vic.
Cch sp xp trn khay:

- Kim tra xem khay sch v kh cha
- Ph vi ln khay hay lt khay trnh s trt
- t khay vo ch phng.Khng sat mp bn.
- Sp cc th cng lo vi nhau ( v d sp cc a cng c chng ln nhau).
iu ny s trnh cc th ri hay trt v s tit kim c ch trn khay

- t cc th nng vo chnh gia khay. iu ny s to s cn bng.
Khay s c mang i d hn v s kh b lt p.
- Quay vi m tr hay bnh nc vo trong khay, hng vo gia khay
trnh nc nng lm bn b bng trong trng hp cc th b trt
. N cng gip tit kim ch.
Chn khay thch hp v sp xp ng trnh t l nhng im khi u
quan trng. Sau xp ln khay cc mn theo yu cu ca khch hng. Sau
y l mt v d v trnh by mt khay phc v n sng:
- Kim tra s bung, thi gian v yu cu trc khi sp khay.
- Kim tra xem mt khay, mt di v mp khay c sch khng



- Ph vi ln khay. S dng khn vi hoc khn giy. ( Ch s dng mt
khn giy v kim tra xem n c sch v tri ng mt phi hay cha)
- Trnh by khay nh hnh di y (cho mt ba n sng hon chnh).
Gt tn thuc l t ring ra mt ch trnh ri v trnh tai nn.
- Kim tra xem l mui v tiu c y v sch khng.
- t cc mn n vo ch thch hp cho khch d dng v d cc l, m
t bn phi, bnh m t bn tri.
- Quay vi m nc trnh ch c thc n v pha bn. ng m
nc qu y. iu ny s bo v bn nu nc nng trn ra ngoi.

Cch mang khay C nhiu cch mang khay khc nhau:

Mang thp (thng phc v n)
Mang cao (thng phc v ung)

Mang khay bng tay v cnh tay (thng dng dn bn)



V tr cnh tay v bn tay

- Gi cnh khay bng mt tay
- t khay kia vo gia mt di khay v nng ln. Cch mang khay ny
s gip bn c mt tay m ca v bo v khay v bn.
Cch mang khay bng bn tay v cnh tay l ph hp nht dn bn,
cn hai cch kia thng dng phc v n v ung.
Khi bng mt khay y ln khi nn nh (v d khay phc v ti bung),
bn hy qu u gi v gi lng thng. iu ny khng lm bn au lng.
Bng mt chng da bng c hai tay ch khng t ln khay v chng
qu nng c th bng mt cch an ton.
Ly ra khi khay

- t khay vo ch an ton
- Ly ra khi khay mt cch cn thn. ng lm mt thng bng.
- Khi xp cc th i ra, t cc th vo ng ch hn ch s v
(v d: t cc vo vi nhau, t da vo mt ch, phn loi dao da)
- Chng lng ph bng cch: Phn lai chnh xc, thc n tha vo
thng, Lu dao da vo cc khng b vo thng, ring
nhng mn c th ti s dng ( nh b, bnh m v sa).

3.5 Bng b v thu dn

Bng b v thu dn l ton b phn cng vic ca bt c ngi phc v n ung
no. Ban s phi bng cc da thc n c nng v lnh n bn cng nh em i cc
vt dng khc nh cc, ly tch, dao da, tha Thc hin ng cc bc ra sch v
bng b s gip cng vic ca bn n gin v c th phc v khch tt hn.
Khn phc v: Mt khn phc v sch hay khn cho ngi phc v lun c s
dng khi cm hay bng cc da thc n nng hay lnh. Mc ch chnh ca khn
phc v l bo v tay khi bng khi bng da, bt thc n nng. Tuy nhin, cho d
v l do v sinh hay an ton, s dng khnn phc v vn l mt thi quen tt.
S dng khn phc v trnh b bng:
- Khi bng cc da thc n nng n bn
- Khi bng mt chng da nng
- Khi bng mt da phc v ln, nng.



Gi khn phc v gn gng v sch s bng cch:
- Vt khn trn cnh tay tri nu khng s dng
- Khng kp di nch, nht vo ti qun, vo tht lng hay vt ngang vai.

Khn phc v cn c th dng :
- phi nhng mnh vn thc n
- lau ln cui cc, tch, dao tha da trc khi dng.
Khn phc v phi lun c gi sch, khng c mi, khng thng hay
rch v lun mang theo bn mnh. Thay ngay khn bng nu b bn.
a phc v: Mt da phc v l mt a c km theo giy n t trn n. N
c dng trong sut ba n:
- Chuyn cc dao da tha v a s sch t bn ch.
- thu dn da v dao d phng
- t cc dao da tha v da s sch ln bn
- dn cc mnh vn thc n sau mn n chnh hay sau bt k mn n no.

- thu dn cc vt dng khc trn bn khi cn.
Cch bng da: cch bng b v thu dn c bn tt c cc loi v kch c da.

- Cm da ln bng mt tay v chuyn sang tay kia
- Cm da, t cc ngn tay vo cc v tr nh trong hnh di y
- Cm da th hai v s dng ba im trn tay (2 ngn tay, ngn tay ci v c tay)

- Di chuyn da v iu chnh v tr cc ngn tay cho n khi bn cm thy
da v tr an ton. V Cm da th 3 bng tay kia.
Thu dn bn n: Phi khch n xong mi thu dn cc th. Thng thng
khc s cho bit l h n xong bng cch t dao da theo cch ring.
Thu dn cc da n chnh

- Khi dn a, thng bt u t pha tay phi khch.
- Ngi phc v nn ng ng v tr, qua mt bn bn
- Bt k mnh thc n v vn nn c dn v mt gc trn da cnh
cn dao, da v cnh ca da gn tay bng da.
- a thc n chnh bn nn c cm chc, nhc ln bng ngn tay ci,
ngn tr v ngn gia.



Lu : v tr ca b n: da c cm chc ngn ci t trn on
cui ca cn da v li dao t di phn cong ca ci da.
Thu dn a sp:

- Cc dung bn thng c dn t pha bn phi ca khch.
- Ngi phc v nn ng ngay vi bn
- Sau , cm a sp bn u tin trn da k ln, ng tc ny cho
php ngi phc v chuyn da sp bn t tay thu dn sang tay bng b.
- Quy trnh ny m bo rng cc da bn c c em i khi bn
n ca khch, gim sy ra tai nn
- Da sp bn c th c chc trn da khc v ci sau c a
ln chc chn bng ngn ci, ngn tr v ngn gia.
- Mt iu quan trng l da bn u tin c cm chc khi ci tip theo
c ln trn, ngha l phi lu nng ca chng da khi bng ln.
Thu dn cc da ph: Cc da ph c dn i bng khay. Mc ch l c
b mt rng hn thu dn cc dao bn v cc mnh vn cn st li.
Thu dn cc: Mt khay lun c dng thu dn cc cc ra khi bn.

Lu : Khi thu dn, lun phi lu rng: V tr ng ca bn, Cch tip cn bn
n, V tr da phc v, Khng gy phin h cho khch,
Dn s bn n: Dn s bn n c thc hin sau khi ba n chnh c
dn i v trc khi phc v mn trng ming. Mc ch ca vic lm ny l
dn cc mnh thc n vn trn bn.
- Dn s bn n bt u t bn tri ca ngi khch u tin. Da thu dn c
t ngay di mp bn. Cc mnh vn c qut vo da ny bng khn n.

- Khi hon thnh xong vic ny, da dng cho mn trng ming c
chuyn t ni t trc v pha bn tay tri ca khch.
- Lc ny ngi phc v di chuyn sang pha phi ca ngi khch
v dn nhng mnh vn pha bn ny.
- Tha n mn trng ming c dch chuyn t pha trn b n
xung pha bn phi b n.
- Trong khi dao v da dng cho mn trng ming c t vo ng v
tr th khn n cng phi c t xung di da phc v.
- Sau khi hon thnh vic thu dn cho mt khch, ngi phc v s tip tc
cng vic cho khch tip theo, tc l bn tri ca ngi khch tip theo .



Mt nguyn tc thu dn bn n cn phi ghi nh l ngi phc v khng
bao gi c i ngang qua trc mt khch.
Thay i v t li gt tn: Vic ny c th c thc hin bt k vo thi
im no ca ba n v nn c thc hin thng xuyn.
- Mt gt tn sc c y ln gt tn bn
- Gt tn sch c t p ln ng trn ming gt tn bn
- Gt tn bn c y bng gt tn sch v c em i khi bn n ca khch.
Vic che y ny l cn thit tn thuc l hay x g khi bay ra khn tri bn.

- Gt tn bn c y li, c chuyn i khi bn
- Sau , gt tn sch c t ln bn.

3.6 Phc v theo mn, theo sut v phc v kiu gia nh

T chc phc v trc tip trong thi gian khch n ung ti nh hng:
Trong giai on ny nhn vin phc v phi tip xc trc tip vi khch mt
khong thi gian tng i di v phi thc hin nhiu ng tc k thut.
Yu cu t ra trong giai on ny i vi nhn vin phc v bn l:

Lun t thi tt vi mi khch hng trong sut qu trnh phc v

Tc phc v phi nhanh v c bit ch n m bo thi im
phc v mn n phi kp thi.

Phi thun thc trong cc thao tc k thut phc v trc tip chng
minh tnh chuyn nghip ca nhn vin nh hng iu gip phn
bit th hng ca cc nh hng sang trng hay khng. iu s c
quyt nh i vi mc ph phc v nh hng.
Tri qua nhiu nm, s phng php phc v pht trin t n gin cho n
ngy cng ph tp hn, i hi mt mc k nng cao hn. Gio trnh ny tp trung
vo 3 cch phc v: phc v theo mn, phc v theo sut v phc v kiu gia nh.
Phc v theo mn: Nhn vin phc v ng i by v phc v thc
n cho khch ln cc da ca h, da dt hoc su, s dng tha v da.
Phc v kiu gia nh: Thc n c t trn bn trong nhiu da khc
nhau khch hng t phc v. V d: trong cc nh hng truyn thng.
Phc v theo sut: Mn n chnh c u bp t v by bin vo
a. Nhn vin phc v t da thc n trc mt khch.



3.6.1 Chun b cho kiu phc v theo mn:

Yu cu: a n, thc ung ln bn khch c th dng khay trnh nhng
mn nng, khi a a n ln bn th phi dng tay, khng c t khay ln bn.

Ch : trnh nhng ngn tay chm vo n ca khch v nh vy s mt v
sinh. C th hng dn cch dng mn n cho khch v gii thiu cc loi nc
st dng km. Bn khng c i gia hai ngi khch khi h ang tr chuyn.
iu chnh dao, tha v da:

- Khay phc v n hoc ung cn phi c ph khn. Dao da phi
t trn khay khi bng khay i, lm nh th s an ton v d dng phn
bit cc loi dao da khc nhau hn v hp v sinh hn l cm chng trong
tay hay trong ti. Lun gi mi dao di da v l do an ton.
- Bn nn ng phc v quanh bn n, di chuyn v t dao da vo pha
tay tri ca mt ngi khch sau di chuyn v t dao da vo pha
tay phi cho ngi khch tip theo.
t da ln bn: Cch phc v theo mn i hi bn phi t cc da n nng hay
lnh ln bn trc khi phc v thc n. Phng php ny thc hin nh sau:

- Lun kim tra xem nhit ca da trc khi em n bn.
- Ph ln bn tay mt khn phc v.
- t da ln bn tay c ph khn v bc phn vi cn li quanh da.
- Khi em n bn, lau sach lng da v sau cm ln bng cch t
ngn ci v cc ngn tay khc trn vnh da. t da cn thn xung
trc mt khch, hi trng gi v nghing nh v pha trc.
- t xung bn theo nhng quy nh ca nh hng. V d, nu da c
trng tr cc biu tng ca nh hng th thng thng da s c
t vo v tr quan trng v d thy nht trn mt bn.
3.6.2 K thut phc v theo mn:

S dng b tha v da:

- t p tha v da, nm c hai cn tha v da trong lng bn tay.
- t ngn tay tr vo gia cn tha v da, kp da gia ngn tay tr v ngn ci.

- Bng cch iu chnh nh nhng v tr cm tha v da, bn c th cm tha
gi thc n trong khi dng da lt ln hay lt xung kp gi mn n .



Nu da c t p, n s d s dng vi nhng mn n c dng trn
nh khoai ty, trong khi mn u th nn dng tha. i vi cc mn n hnh
dt nh c phi l, trng p lt, s dng hai da hay dao ct c s d hn. Mt
s mn li phi c mt s vt dng ring nh kp gp, mui mc canh,
Mn khai v (ting Php: Hors d'uvre)

L cc mn n c phc v trc hoc ngoi (ting Php: hors d') cc mn
chnh (uvre). Mc ch ca cc mn khai v l kch thch s ngon ming; nu nh
ngi ta phi i hi lu k t lc n n cho n khi cc mn chnh c dn ra (v
d, trong khi thng thc cocktail, chng cng c th c phc v cho mc ch gi
khch trong khi phi ch i lu. Cc mn n khai v c th c phc v ngay ti bn
n; v d nh l mt phn ca ba n ngi hoc trc khi khch ngi vo bn n.
Cc mn n khai v c chun b trc v by sn trn a. Mn khai v thng
thng l sandwich tc l bnh m ct nh hnh trn, hnh vung... kp vi tht nng
hoc xc xch, pate, c mc hoc tm, cua, trng c, liu mui, c chua, da chut....
l cc mn khai v ni chung. Khch khng nht thit phi dng tt c.
Ti tic ngi, thng t dng sandwich, ngi phc v by sn dng c
n trn bn. Bn tay tri ca khch t sn a bnh m. Lc khch an ta,
ngi phc v a a thc n khai v mi khch. Mn khai v thng c
dng mc va phi, v sau cn nhiu mn khc.
Mn xp

chu u, mn xp thng n sau mn khai v, nhng ngi chu li
coi xp l mn cui cng ca ba tic. C nc n xp vo gia ba tic, c
nc li n hai loi xp khc nhau trong ba tic.
Sau mn khai v, ngi phc v t trc mt khch mt a su lng
km theo tha t trc a, sau mi khch, khi c khch ng th
mc xp y lng a. chu u, nu n nc xo hoc canh th dng
a t xung di, bt t ln trn a dng ng nc xo hoc canh.
chu s dng bt v tha n xp, ch khng dng a.
Khi phc v khch khng tha va chm thnh ting; khng vt ht t xp.

Phc v mn n chnh:

- Mt b n phi c t trc khi mn n yu cu c phc v.
- Khn phc v c gp, xp gn chng nng khi bng thc n.
- Mn n c by ra trn bn, khch c th thy da thc n c by bin y
p mt nh khi em t bp ra. T cho thy mt thm m ca u bp.



- a thc n c t ln a k vnh a thc n gn chng ln vnh a k.

- Phn thc n c t vo v tr gia ca da.
- Khi di chuyn phc v khch phn th hai, da nn c quay vng
mn tht tip theo s c phc v gn khch nht.
- Lu rng khu phn thc n c by trn da gn khch nht cn c
th by thm khoai ty hay cc loi rau khc cho hp dn.
- Nu rau c by trn mt da ring, th thc n c t ngay chnh gia da.

Phc v khoai ty v rau:

- Nguyn tc chung l phc v khoai ty trc khi phc v rau.
- Khi phc v khoai ty hay rau, lun t da rau trn mt cc da dt vi
khn n ph ln trn. iu ny ch v mc ch thm m.
- Mc ch ca khn n l khng da rau trt khi da k trong khi phc v.

- Mt b dao da ring nn c dng cho mi loi khoai ty khc nhau v
mi da rau c phc v.
- t da ng v tr tc l da khoai ty s c t gn mn n chnh.
- Mn khoai ty u tin c a ra t trn mn da n chnh trn gc
bn sau ngi phc v tip tc t cc mn khc theo yu cu v
by bin cho da thc n tr nn hp dn.
- Sp khoai ty c phc v bng cch t da vo lng ta ri mc khoai. Sau
tha khoai c chuyn nh nhng n da ca khch v vo da cho khch.
Phc v nc st i km:

- Nc xt nn c trong bt xt trn mt da lt vi mt mui mc.
- Mt mui mc y nc xt nn c nng ln rt khot t bt nc xt.

- Gt nh mui qua ming u xp trnh nc xt nh xung
khn tri bn hay dnh trn vnh a n chnh.
- Nc xt phi c ri ln khu phn tht phc v cho khch.
Phc v trng ming trn xe y:

- Khi khch chn mn, nn t da gn mn c phc v.
- Sau , mt tay cm tha v tay kia cm da, mn n (hay lt bnh ga t)
c chia phn v chuyn cn thn ln da.
- Sau da c t trc mt khch t pha bn phi.



- i vi nhm khch ng hn hai ngi, th phi: mt ngi ghi cc yu
cu v t da mn n trc mt khc trong khi ngi khc ng li xe
y t mn n vo da.
Nguyn tc phc v: Khng phn bit gia cc loi phc v trong nh hng, nhng
c mt nguyn tc phc v chung cho tt c l phc v theo yu cu. iu ny cp
n trnh t hay quy trnh m theo chng ta phc v mi ngi . V d:
- Lun lu y phc v ph n trc.
- Sau l nam gii
- Cui cng l ch tic
- Nhng khi mt gia nh vo n th phc v tr em trc, ri n
ph n, sau l nam gii v cui cng l ch tic.
3.7 Quy trnh phc v Alacarte:
Nhn vin phc v bn c trch nhim phc v n, ung cho khch mt
cch hiu qu, chnh xc ti khu vc c phn cng trong nh hng.
- Khi khch vo phng n, phng tic th phi n cho khch, hng dn
khch ngi vo bn, ko gh mi khch ngi.
- Trnh thc n, Khch s c phc v nc ung trc.
- Khi khch n nh ch ngi, nhn vin n ly order trn phiu order pad
bng hai lin (mt lin giao cho nh bp hoc b phn pha ch, mt lin giao
cho ngi thu ngn). Phc v ngay cho khch sau khi chun b xong.
- Khi thc n sn sng nh bp gi nh hng. Nhn vin tip thc s
mang ln phc v khch.
- Kim tra li xem n, thc ung mang ra c ng vi order hay khng.
- Trong lc khch dng ba, nhn vin lu tip thm nc vo ly cho khch.

- Phc v khch phi nhanh chng, chu o. Trong khi khch n ung,
thng xuyn theo di thay bt, gt tn thucch lng nghe v
gii quyt cc yu cu ca khch.
- Thu dn dao, na, tha, a hoc ly tch khch dng xong
- Khi khch dng ba xong, nu c mn trng ming th nhn vin dn ht
nhng dng c d thay dng c mi vo khch n trng ming.
- Trnh thc n trng ming, Ly yu cu ca khch.
- a ha n tnh tin cho khch v gii thch nu khch c thc mc.



- giao li tin tha cho khch cng ha n.
- Tin khch ra ca v cm n khch.
- Set up li bn khch va i - chun b n khch mi.
Trnh ha n tnh tin

- Khng c trnh ha n cho khch khi cha c yu cu.
- Khng khch ch i ha n hoc tin thi. Nhn vin phc v bng s
nhy cm, kinh nghim ngh nghip bit bn khch no sp yu cu tnh tin
bo trc cho thu ngn nhm hn ch thi gian khch chi i ha n.
- Ha n phi c trnh by r rng, tnh ton chnh xc.
Nhn vin phc tun t thao tc:

- Bo cho ngi thu ngn lp ha n khi khch yu cu tnh tin.
- n bn phi khch, ha n kp trong tp gp.
- Sau , ri bn mt khong cch ngn khch kim tra ha n, m tin.

- Khch tr bng tin mt th kim tra ti ch. Nu khch tra thiu th ni cho
khch bit ngay b sung. Giao tin cho ngi thu ngn sau tr tin
tha cho khch (nu c). Nu khch yu cu ha n th a ha n ph.
Cho tin khch

- To cho khch n tng cui cng tht tt p bng nh mt thn thin,
n ci v cu cho l php.
- Tranh th hi kin khch v nhng iu hi lng v chu7ahai lng nh hng
c nhng bin php khc phc v ci tin cht lng phc v.
- Sau : ko gh ra kahch1 thoi mi ri bn. Trnh gy ting n khi ko gh.

- Gip khch ly ti xch, hnh l, v.v.
- Kim tra nhanh xem khch c b qun vt g khng.
- Cm n v cho tm bit, tin khch.



Tham kho tiu chun phc v n sng 5 sao
Dining outlet should be completed set-up with a minimum standard before
operation period.
Breakfast set-up:
A standard table set-up for breakfast should be maintained for every
breakfast time. After diner 22:00, staffs could set up for breakfast with a basic:
- Salt, pepper and astray (for smoking section) and flower in middle of table.
- Placemat.
- Appetizer Knife & Appetizer Fork
- Desert spoon for cereal
- Saucer and coffee cup (tea cup) with coffee spoon (the position coffee
cup and teaspoon handles facing at 3: 00 oclock.
- Neatly folded napkin
- When morning staffs come, sugar and milk are added. Hot milk or cold
milk will be asked when serving tea or coffee

CONTINENTAL BREAKFAST AMERICAN BREAKFAST
1. Fresh squeeze fruit juice 1. Fresh squeeze fruit juice
2. Pastry 2. Pastry
3. Fresh fruit 3. Cereal
4. Tea or Coffee 4. Eggs
5. Cheese & Sausage
6. Fresh fruit
7. Hot tea or coffee
ENGLISH BREAKFAST BUFFET
1. Fresh squeeze fruit juice 1. Fresh fruit juice
2. Pastry 2. Salad bar
3. Cereal 3. Pastry
4. Eggs 4. Hot counter
5. Fresh fruit
6. Tea or Coffee.
Standard
Breakfast is included in room charge. Whenever guest comes for breakfast,
hostess nicely asks for his/room number and check on in house checklist. The
in-house checklist will be delivered every early morning by F.O department.
Hostess will always stand by at the entrance, responsibility for greeting guests.



Procedures
1. Greet the guest: good morning mr.david and ms linda
- Warmly greeting guest, try to call her/his name (if applicable)
- Ask for guests room number may I get your room number please? and
check on the in-house checklist for guests name and mark on if theres his/her
name. If theres not, take note and inform waiter/ess for checking bill later.
- Lead the guest to his/her desired table.(procedure of guiding guest to table)
- Seat the guest (same with seating guest procedure)
- For Hostess, before you leave, saying Enjoy your breakfast sir/madam

2. Serve coffee/tea: Guest, after seated by hostess. Waiter/waitress
automatically approach to him/her to offer coffee or tea
- Pick up the coffee decanter with right, and tea decanter with left hand
and approach to guest.
- Approach to right hand side of guest with coffee and tea (make sure that
coffee and tea are hot), ask him/her, would he/her prefer coffee or tea ?
- Lightly pouring coffee/tea to the cup, do not touch the rim of the cup.
- Then saying enjoy coffee/tea to them

3. Clearing: Guests will serve the food by themselves. We just observe to
clearing and arrange the table, napkin. and refill tea/coffee.
- For clearing (check buffet clearing procedure )
- When clearing, take a note that the guests continue and getting food on
buffet, leave or arrange cutlery for them.
- When there a mess napkin on table, pick up then place the napkin on the
right arm (if applicable) of the chair, or if there is no arm on the chair neatly
fold the napkin again and place it on the guests right hand side of the table

4. Refill tea/coffee:
- Coffee and tea are always refilled automatically
- Same procedure when serving coffee or tea, approach to guests right
hand side and ask would he/she care for some more coffee/tea ?

5. When the guests finish:
- Clear everything: Plate, BB plate, cutlery.Do not clear coffee cup/ tea cup.
- Inform cashier to prepare the bill (if breakfasts not included or walk-in guest).
- When guest calls for bill, present the bill to him/her (bill presentation procedure)

6. Farewell
- Thank the guest Thanks for your breakfast, we hope seeing you on
lunch time and have a nice day.



Chng 4: NHNG K NNG V KIN THC PHC V UNG

4.1 Phc v ru v nhng ung c cn:

Mi loi ru c mt hng v, mu sc, nng ring, tuy rt phong
ph v chng loi nhng nhn chung c chia lm cc nhm c bn nh:
sm banh, vang, ru mnh v cocktail... Do , vic chn ly cho tic ru
sao cho ph hp l vic cn thit v ngi ung ru cng cn tm hiu cch
thng thc tng loi ru m bo gi tr vn ho trong m thc, hiu
c s hp dn, c o ca tng loi ru.
4.1.1 Ru khai v

Ru khai v thng c phc v trc khi bc vo ba tic dng vi cc
mn nhm ph bin l sandwich (bnh m ct nh c tht, c, b, trng, v.v... ).
Ru mnh khai v ph bin nht l Uytxki v thng c ung nh sau:

- Ung nguyn cht, khng pha thm loi nc g, c th rt 3/4 cc
nh hoc 1/8 cc ln.
- Ung c pha thm t nc xa cho nng, c ru v nc xa khong
1/4 cc ln.
Ngoi uytxki, mt s khch cn thch dng mt loi ru mnh na thng dng
cho phi n l "GIN", sn xut bng ht ng cc ti Anh hoc ti H Lan, mu trng,
c v hi ng, rt vo cc nh hoc cc ln theo c cc ca uytxki, liu lng nh
ru nguyn cht uytxki, khng pha ln thm nc g, b vo cc vi lt chanh.
Ngoi hai th ru mnh ni trn, khch c th yu cu ngi phc v
cho ung khai v mt loi ru mnh hoc ru nh no (nu c). C bit
c nc khng dng ru ngoi khai v, m thng dng nhng loi ru
mnh ca nc mnh sn xut mi khch.
Ngoi ra, khi khai v, khch c th ung bia, cc loi nc qu, thm ch
nc sui, tt c u phi rt ra cc to. Cc loi ru v nc ni trn khi
khai v, khch c th yu cu b mt vi vin nc vo cc.
4.1.2 Ru mnh v ru mi

in hnh l: ru votca. ru gin. ru whiskey v ru rum. Ru
mnh c nng cn cao hn nhiu so vi bia chai v bia ti v do
c phc v vi mt lng t hn nhiu.
Ru mi l mt loi ru c mi thm v v ngt thng c phc v
nhiu nht vi c ph vo cui ba n.



Phc v ru mnh v ru mi

Thit b Thit b bar thng c trang tr mt lot cc thit b, dng c ly,
cc cho nhiu loi ung, bao gm:
Ly ccloi - ru mi/ ru mnh/ ru vang
Dng c ong v cht ru
Khay ng
Dng c m nt chai
M nt chai hnh xon
Thng ng v kp
Lt cc t bn
Dng c chn v khuy.
Khay phc v
Dng c o lng: i vi loi ru mnh nh whiskey, gin, vt ca hay rum
c bn theo dng c o nh lng nht nh v rt nhiu ln. Lng ru
ny cc nc khc nhau. Ti Vit Nam , mt nh lng chun l 20ml i
vi mt nh lng n v 40 ml i vi mt nh lng kp. Cn phi l
ch ra nh lng c s dng ti c s. S hn ch ny khng p dng i
vi s pha trn ca 3 hay nhiu loi cht lng, cocktails.
Cc loi ly cc C nhiu loi ly, cc phc v ung ru mnh, ru mi,
cocktails v cc loi ung khc.
Phc v ru mnh: V nng cn cao nn ru mnh thng c dng
pha ln vi cc loi ru khc nh Ginger Ale, nc khong c pha hng v,
nc chanh, coca cola, nc hoa qu.. S kt hp thng thng gm c: ruu
gin v nc Tonic, ru vodka v nc cam, ru rum v coca, ru whiskey
v soda.. Khi phc v bt k ung no trong nhng ung ny, cn:
Chn loi ly thch hp
Kim tra xem chanh v c c yu cu khng nu c th b vo ly
Rt lng ru mnh vo ly
Chn v m loi ru pha ch
t ly v pha ch ln khay
t ung pha ln bn cng vi lt cc
Rt loi ru pha ch cho khch hng
Ct chai ng ru pha ch ht trn bn
Phc v thm nu khch yu cu.



ung pha: ung pha ch l nhng ung c nhiu hn mt
thnh phn. Hu ht ung pha ch l:

Khuy: Dng loi cc cao, tha bar, que khuy v dng c lc,chng
hn nh ru Brandy v Ginger Ale.

Lc: Bnh chn cocktails hay bnh chn Boston vi dng c lc, my
xay sinh t, chng hn nh cocktails.

Trn: Dng my xay sinh t ch nhng ung hoa qu.

Ly ung ru mnh

Thng l loi nh, c chn hoc khng chn hnh tr dy. mi ln rt ch khong
30cc, trnh cho ngi ung cm gic b sc. Ru trng thng l loi ru dng
chc khi bt u tic ng, tic ngi, tic ln cng nh tic nh. C bit c nc dng
ru mu mnh trn 40 do nc mnh sn xut chc m u bui tic.
- Ph bin nhiu nc l dng cc hoc ly thy tinh nh, mu trng c chn
ng, tht gia. C bit c nc dng chn nh bng s hoc gm; chn
nh bng s thng mu trng hoc c thm hoa vn mu tm nht; chn nh
bng gm mu da ln; cc loi chn ny khng c chn ng.
- C bit c x nh vng Xibri ca Nga, ngay ti cc cuc chiu i
chnh thc, cc cc to bng thy tinh mu trng dng rt ru trng
mnh chc khch; v vng ny kh hu lnh m 50 , ngi dn bnh
thng vn ung ru trng mnh bng cc to chng rt. - Ru
Cognac v Armagnac: thng dng nhng loi ly chn ln.
- Ru Vodka: s dng loi ly c ming loe (hnh ng khi). Ru Vodka
thng c ung lnh.
- Ru Rum: s dng loi ly c thn v ming rng hay ly chn di, ming
loe. iu ny s gip lm ni bt hng v ca Rumh.
- Ru Tequila: s dng loi ly c dng hnh hoa tulip, ly c ming loe hay
mt chic ly nh v thng c dng vi mt lt chanh ti v mui.
- Ru Whisky: s dng loi ly c dng thn rng, ming hp hng v
ca ru d dng ta ra v lu ng khi xoay nh ly.

4.1.3 Champagne - ru qu

Ru sm banh thng c dng khai v hoc khi i ng to s hng phn.
y l loi ru nh, mi du, c v ngt nn thng rt nhiu. Vi cc ba tic ng
ngi, tic ng, ngi ta thng xp ly theo hnh thp rt nhiu ly cng lc, do



ly thng s dng l loi ngn, ming rng. Cn cc bn tic t ngi,
nn dng ly c hnh dng thun di, ng knh nh. Loi ly ny thng gi
cho ru si tm lu hn, to cm gic th v hn. D ly di hay ngn chng
u c chn cao, ngi ung thng cm ly ti phn chn nhit
bn tay khng lm mt lnh cn thit ca ru trong ly.
Ly ung Champagne:

C hnh ging nh bng hoa tulip
ko di, c chn cao. Dng ly ny to
bt cho champagne khin bn c th
thng thc hng v v to cm gic
vui mng ang tro dng.
V l loi ru ngon nht, qu nht
trong cc loi ru ct bng nho, nn
sambanh thng c dng trong cc
dp l nghi, tic tng vui v, v.v...
Ti cc bui chiu i ngoi giao, cc
quc yn, cc ba tic trang trng, ngi
ta dng nhiu loi ru, nhng n gi
pht chc ru trang trng nht ca ba
tic (thng l trc khi n trng ming,
gn tn ba tic) th ch nh trn trng
nng cc sambanh chc cc qu khch.
Khi m chai sambanh, ngi ta thng mun n n thnh ting to. y
l trong cc tic thn mt, cn trong cc tic trang trng th khng nn lm nh
vy. Ngi chu u c hai cch l gii v iu trn: chai sambanh c ct lu
nm, lc m ra cn n thnh ting to ni ln s vui mng ca nhng ngi
c ung loi ru qu; ngc li, mt cch l gii khc: sambanh l ru
qu, n cn c gi yn lng cng i su vo lng ngi.
4.1.4 Ru vang

Ru vang l th ung c cha cn, ch yu lm t nho oc p ra
v ln men. Trn th gii, ch c mt vi khu vc kh nh c th sn xut
vang. iu l do nhng iu kin kh hu nht nh cn thit nc nho
c th chuyn thnh mt th ru vang ung c.
Cc loi ly ung ru vang: mt ly ru vang ngon phi trong sut do mu sc
v sng ca ruvang c th nhn thy mt cch r rng; ly ru phi c chn
cm sao cho hi nng ca tay khng lm nhhng n cht lng ru khi ung;



trn ming ly phi c mt ng cong mng gp phn gi c hng v ru.
Ly phi ln ng ru khi ung.Trn ming ly phi c ng cong mng
gp phn gi c hng v ru. Ly phi ln ng ru khi ung.
Kch c ly ru vang Ly ru vang c nhiu kch c khc nhau, thng l
da trn cc thng s k thut ca nh sn xut. S dng bng ch dn di y:
- Ru sm banh v cc loi ru vang n khc: Ly mng cao (flute) Ly
mng cao ( dng ung sm banh) Xp x 175- 200 ml
- Ru vang trng: Ly c kch c trung bnh c chn loi 145 ml
- Ru vang hng: Ly mng cao
- Ru vang : Ly c to loi 205 ml
Phc v ru vang

1. Cch cm chai ru vang: ni cha ru vang, ngi ta thng t
chai ru trn gi ru v lun gi trong iu kin m bo.
- Khi ly chai ru t gi ng, khng c lc, v iu c th lm
mt cn hay l nguyn nhn lm ru ng nt.
- Trong khi rt phi cm chc chai theo cch sao cho c th nhn thy nhn.

2. M chai ru vang:
- Kim tra s sch s v kh gio.
- Cm chai chc chn.
- Khi ct nt chai, phi m bo s gn gng.
- Lau ming chai ru bng khn mtj.
- t dng c m nt chai vo ng ch.
- Vn dng c nt chai t t.
- Cn thn lau bn trong v bn ngoi c chai.
3. Nhit phc v:
Vang : Theo nguyn tc chung, ru vang phc v nhit ca phng

Ru vang ; 18 210C.
Mt s loi ru vang t nm c l cng c ung lnh nhit
10-130C Vang trng: Vang trng lun c phc v nhit lnh.
Ru vang trng: 10-120C.
Ru vang trng ming, sm banh v cc loi ru vang n khc: 6-90C



Nu khng c sn ru vang lnh th mt thng cha nc s lm nhit
ca ru vang trng gim xung nhanh chng ti khi thnh nhit lnh.
4. Rt ru vang.
- Cm chai ru sao cho nhn
ca chai hng ln trn v c
th nhn thy c.
- Gi ng khong cch gia
chai v ming ly ru
- Mi ch tic mt cht nm th.
- Phc v cho ph n trc, sau
n nam gii v sau cng l
ch ba tic.
- Rt 2/3 ly ru, quay c chai
trnh nh git.
- t chai vo gi ru hoc
thng ru nu thch hp.
- Rt tip ru vo ly
Danh mc/ thc n ru vang

Danh mc ru vang c th khc nhau ng k gia nh hng ny vi
nh hng khc. Mt s im chung l:
di ca danh mc r vang thng c xc nh bi quy m v
loi hnh hot ng, v d mt nh hng sang trng ti mt khc sn tiu
chun quc t nm sao c th a ra mt danh mc ru vang ln.
Trong hu ht cc trng hp tn v loi ru vang thng dng c
la chn ln danh mc.
Danh mc ru vang c th xp theo gi c t ccloi ru vang ni 9
khng t tin) n nhng loi ru vang ngon c la chn (t
tin) ph hp vi s thch vi tt c khch hng.
Thng thng danh mc ru trong nhng ba tic ln cng ging nh
danh mc ru ca nh hng.
Ru vang thng dng trong ba n khi n mn n ch bin t tht mu trng
(c, tm, cua...). Vang dng ly ln hn dng khi n mn n ch bin t tht mu
(tht b, tru, nai...).



Khi rt vang khng rt y nh vang trng, ch rt 2/3 ly. Loi ly ny cn trong
sut l r mu nguyn cht ca ru. Khi ung vang cng nh sm banh phi c
lnh cn thit, nn cm ly phn , ch dng ngn tay nng nh ly ru, ng
bao gi nm cht trnh lm tng nhit ca ru nh hng n hng v.
Vang trng v vang dng vo lc no?

Thng thng, sau khi c ch nh v khch ung ru trng mnh, n cc
mn n khai v nh jmbng, xc xch, mn c a ln tip theo l mn c.
Vang trng dng khi n c hoc thy, hi sn. Vang dng khi n tht.
Quy trnh phc v ru vang:

- Ly ru t quy bar
- Mang n bn trong mt x ( ch ru vang trng)
- a chai ru cho ch bn tic xem nhn.
- m bo rng ly c dt trn bn l ng vi loi ru phc v.
- Nhn xem khn n sch c qun cht ly tay cm ca khay cha.
- Ct nt chai v b i, lau sch ming chai bng khn phc v.
- T t nhc nt ra. Ngi nt ru c cn nguyn cht hay khng. iu
ny xy ra khi ru b nh hng qua nt chai hng v n khng iu
kin phc v cho khch. t nt chai vo x .
- Lau sch bn trong c chai bng khn n.
- Lau kh c chai
- Cm chai ru rt theo cch sao cho nhn mc vn c th nhn thy c.
Dng khn ca ngi phc v, gp v hng nhng git ru chy ra.
- Rt vo mi ly 2/3. iu lm tng gi tr ca ba tic.
- R vang trng phi thng xuyn c phc v lnh cn ru vang
th trong diu kin nhit ca phng.
Nhng tic ngi trang trng th d ng hay t khch, khng bao gi
cc ung (cc chai ru, bia, nc ngt, v.v...) trn bn m bn nh
cnh bn tic, hoc phng nh khut bn trong, hoc trn xe y lch s,
m, nh, khng gy ting ng mnh quanh bn tic.
Trng hp ba tic ngi m t ngi, nhng thn mt, th c th trn bn
tic cc chai ru, bia, v.v... nhng nn sao cho khng vng tay khch; nn
c dng c m chai bn cnh nu khch mun, c th m v t ng rt ly.



Nhng ba tic ngi ng khch, nn c ngi phc v chuyn nghip
v ung. Trng hp thn mt t khch, ngi phc v bn tic hoc t
trng tip ung nhng cn ch my im sau:

- Lc rt cho khch nn c khn mu trng sch, cm lt tay chai, ru c
chy ra v chai t nhiu th c th lau c ngay v chai v tay lun lun sch.

- Khi rt th tay cm gia thn chai, khng nn cm c chai.

- Nu rt t mt bnh to khng c quai th nn cm c bnh.

- Nu rt t mt lon bia hoc t mt cc to sang cc nh th nn cm
gia thn lon hoc gia thn cc to.
- Ch nn rt 3/4 cc, hoc ch rt cch ming cc hai hoc ba centimet.

- Rt xong th nh tay quay khong 1/2 vng ming chai trn cc trnh
nc rt xung bn.
4.1.5 Bia

Cc ung bia Bia c th c phc v bng cc loi cc khc nhau:

- Cc vi c quai dung dch 250ml ( na pint) dng cho bia ti
- Cc vi khng c quai dung tch 500 ml dng cho cc loi bia ti
- Cc vi khng c quai dng cho bia chai
- Cc bia c chn ngn dung tch 330 ml, v d loi cc Export 33 Halida
- Cc pilsner ( cc cao hnh nn c chn) dng cho bia nh
- Cc loi 330 ml, 375 ml v 500 ml.
Tt c cc loi cc c s dng phi hon ton sach, khng c du
tay,vt du m hay vt mi trn ming cc. Khi rt bia vo mt cc nc bn,
bia s nhanh chng tan ht bt.
Cc ba tic u dng bia nh mt th gii kht (tr nhng ba tic do
ngi theo o Hinu v o Hi t chc), nhng cch dng bia tng loi
tic li khc nhau. Ti tic ngi, cc ung bia c hnh thc ging nh cc loi
cc gii kht khc, c t bn cnh ly ru mnh.
Khi rt bia vo cc, cn kho tay bt bia khng trn ra mt bn.
Lng bia cch ming cc khong 1 n 2cm v cc bia phi lun y.
Phc v bia nhng im cn ch khi phc v:

- Kim tra bia chai v lon bia v ngy bn, vt xy st, mi v.



- Rt, trang tr v by ng cch
- dng phi c ra sch
Bia ti Bia c rt t mt vi v c gi trong nhng thng ln v c y
tht kn v thng xuyn bm thm CO2 (cacbondioxit) khi rt bia. Cc loi bia
thng c gi trong thng cha c tit trng.Sau chng c xp ln
gi d ly. Bia ti ly tng nht l dc dng trong vng 3 n 5 tun.
- Rt bia ti: Bia phi dc phc v nhit 13- 150C ( 55-58 F). Cc
loi bia ti phi c ngn hay bt tm si trn v ngi phc v phi
m bo rng h phc v lng bia vi ngn bt nh v ng nhin
khng phi v ngn bt y lm tng lng bia yu cu. Khi rt bia,
iu quan trng phi theo nhng ch dn sau:
- Cm cc ng cch, ngha l cm vo chn cc hoc thn cc khng bao
gi c cm vo ming. Chic cc phi c cm nghing mt gc 450
- Ming ng rt phi gn st nhng khng chm vo bn trong cc.
- Gi cho ming cc bia trong trnh tnh trng qu nhiu ngn hoc
bt ni ln mt cc bia.
Bia chai v bia lon: Bia chai v bia lon cng kh ph bin. Loi bia ny c mt thun li
ch yu so vi bia ti v thi gian lu gi t 6 n 12 thng khi cha c m.

- Rt bia chai v bia lon:
- Khi rt bia chai phi rt vo trong lng cc, cc c cm theo mt gc
hi nghing. C chai khng c nhng vo bia trong khi rt. Khi rt bia,
ch y qu trnh to bt v iu chnh tng hay gim lng bia mt cch
tng ng. Rt chm trnh tnh trng bt nhiu qu.

4.2 Phc v nhng loi ung khng cn:

Phc v khch ung khng cn cng l mt hot ng quan trng i vi
bt k ngi phc v no trong mt c s phc v n ung. nguyn tc phc v
chu ovaanx khng i. bt k l phc v ci g. Tuy nhin, mt vi th tc v k
thut c im khc nhau trong qu trnh phc v cc loi ung khc nhau.
Cc loi ung khng cn c phn loi nh sau:

1/ Tr

2/ C ph

3/ Nc khong cc loi nh Perrier, la vie.



4/ Nc ung c hng v v c ga nh Coke, Sprite, Orangina v.v

5/ Nc hao qu nh nc cam, nc ma, nc nho, nc da, nc c chua.

6/ Bia, ru vang khng cn.

7/ Nc hoa qu p v nc ngt (Syrups).

Phng php chun b v phc v ung khng cn s khc nhau ty
thuc vo bn thn tng loi ung, v d phc v tr s khc vi phc v
c ph. Mi nh hng phi c chun mc ring ca mnh i vi quy trnh
phc v nhng ung ny.
4.2.1 Tr

Hu ht tr c dng l tr pha v cc loi tr ph bin nht Vit
Nam l: Lipton; Tr Earl grey; Tr Darjeeling; Tr nhi; Tr Asam; Tr cam
Pekoe; Tr bc h;
Pha tr:

1. m bo tt c cc dng s dng sch s hon ton.
2. Bnh pha tr c lm nng trc khi b tr vo sao cho nc si gi
c nng ti a khi vo bnh tr.
3. c lng tr kh pha ch
4. Dng nc mi un si. Rt nc vo m. ln trn nhng cnh tr kh
5. trong 3-4 pht t c c ti a.
dng cn thit cho vic phc v tr:

Bao gm: Khay ng; Khn tri bn; m tr; Bnh nc nng; Bnh sa
lnh; Chanh thi lt mng; X ng nc tha; B lc tr; Gi ng m tr
v bnh nc nng hp ng v ci kp; Tch tr v a; Tha ung tr.
Phc v:

Ti cc bui tic chiu i, hu ht cc nc trn th gii u theo tp
qun ging nhau nh sau:
- Ung ch vo cui ba tic. Ung bng cc s loi va c quai (c bit c ni
dng cc gm trng men, cc thy tinh). Cc ung ch c th ln hn hoc nh
hn mt cht so vi cc ung c ph. Cc ung ch phi c tch i km.
- Vo cui ba tic, khi cc mn n trn bn tic dn ht, ngi phc v ln
lt by sn cc tch km tha nh trn mt bn ung c ph hoc ch.



- Nu ung ch xanh, ngi phc v rt ch xanh c sn trn khay
v khng thm mt th g vo khi lm mt hng v ca ch.
nhiu nc, nht l chu , thng ung ch xanh c p hng v
hoa nhi hoc hoa sen. C bit c khch no mun ung ch xanh vi
ng th ngi phc v sn sng thc hin.
- Nu ung ch en, thng thng, mi cc ch en u c km mt lt chanh v
mt t ng. C khch thch ung ch en vi sa. Ngi phc v phi c
nhng th ny trn khay v sn sng phc v ty theo s thch ca khch.
4.2.2 C ph:

Pha c ph:

1/ Dng c ph mi rang v xay c ph.
2/ Mua loi thit b xay ng vi loi my ang dng.
3/ m bo rng tt c dng sch s trc khi
dng. 4/ mt lng c ph nht nh vo nc.
5/ Ch thm nc si v c ph v
ngm. 6/ Kim sot nhit un si.
7/ Lc v phc v.
8/ Ln lt cho thm sa hay kem
9/ C ph phi c phc v tht nng v khng bao gi c ngui.

Dng c yu cu i vi qu trnh phc v c ph:

Bao gm: Khay dng; Khn lt khay/ khn n; Cc v tch tr; u ng
ng v ci kp hay mt tha ung c tr ty theo loi ng; m c
ph; Bnh ng sa nng hoc kem; Gi ng m c ph v dng sa.
Phc v:

Mi c nhn u c th c mt thi quen dng c ph ring. Nhng trong ba
tic th ngi d cng nh ch nh u dng c ph theo mt s nguyn tc chung:

C ph thng c dng vo giai on cui ca ba tic. Trong ba tic
thn mt, t ngi, ch nh c th hi khch mun dng ch hay c ph, sau
thng bo cho ngi phc v em ch v c ph theo ng yu cu ca tng
ngi. Nhng ti cc ba tic trng th, do ch nh khng th hi tt c khch
c nn ngi phc v s n tn ni khch ngi v nh nhng hi tng
ngi khch mun dng ch hay c ph phc v tng ngi.
Khi dng c ph, ngi phc v chun b sn cc cc c ph con t trn cc
tch v mt tha nh. C ph lun lun c gi nng. Khi phc v, ch rt c ph



n 2/3 cc. Thng thng, trn mt bn, ngoi u nh ng ng, cn c
mt bnh sa khch c th ung c ph sa nu h mun. Nhng trong
ba tic trang trng, bnh sa nh c t trn khay ca ngi phc v.
Thng thng ti cc ba tic, ngi ta tuy dng c ph lc nhng phi gi
c nng. Ti ba tic thn mt, t ngi, nu khch mun ung c ph lc
ngay ti ch, th ngi phc v dng c lc trn cc c ph, trong c sn c
ph xay nh. Ngi phc v ln lt rt nc si vo mi ci lc c ph ngay ti
ch v y np li. Sau khi lc, khch ly np lc c ph nga trn bn v t
ci lc c ph ln trnh c ph rt ra bn. Trng hp khch thy c ph
c, mun ung long th ra hiu cho ngi phc v rt thm nc si vo cc.
C ph cng l mt loi ung rt ph bin vi du khch nc ngoi
n vit nam v c dung ftrong ba sng, ba tra v ti, cng nh tr,
c ph thng c khuy u t nhng hng v khc nhau. Trc khi
xay, ht c ph c rang c hng v ring bit. c im ca c ph
ngon l c v thm, ngon v mu sc p khi pha thm sa.
4.2.3 Phc v tr v c ph:

- Mt cc, mt tch v mt tha c t trc mt khch hang quai cc c
t v pha trc bn tay phi ca khch hng v tha t theo cho gc.
- t m tr/ c ph, m nc nng, sa/ kem hay chanh thi lt. ng trng
hoc nu ln mt khay ng. v c t bn tay tri ca ngi phc v.
- Tr hay c ph sau c rt t bn phi ca khch v cch ming cc 1cm.

- Nu khch yu cu th sa cng c rt vo cc bng cch tng t.
- ng c t ln bn khch dng.
- m tr v c ph t trn bn, v pha bn phi ca ch ba tic.
Nhng dim quan trng lin quan n c ph v tr.

- m tr phi lun lun nng
- Nhit ca nc (phi si).
- c lng ng lng tr/c ph
- thi gian tr ngm
- Thc hin ng cc th tc pha tr/ c ph.



4.2.4 Phc v nc ung c ga v c hng v

Tt c cc loi nc ung c ga c phc v theo cch ca ring n, c
hoc lnh. Chng c th c phc v bng nhiu loi cc, v d cc loi di
chng hn nh Slimjim, Zombie hay l cc vi ty thuc vo quy nh ca nh
hng. Chng cng c dng pha ln vi cc loi ung khc nh whiskey v
Ginger le, ru gin v nc khong (tonic), ru Vodka v cc Bitter lemon, ru
rum v coca-cola. Phc v cc loi nc sui thin nhin v nc khong:
Cc loi nc sui thien nhin v nc khaongs thng c phc v
lnh, xp x 7-100C (42-480F) khng c dng vi tr khi c yu cu.
Nc lnh: nhng ni nc my ung c th nc lnh cng c th dc phc
v. nc my ng trong bnh c lm lnh. Nhng yu cu c bn khi phc v l:

- Bnh sch s
- Nc lm sch
- sch
- i thng.
Phc v nc qu p:

Phc v t quy bar: Mt lng nc qu p c rt t vo mt cc
cao hay mt cc bia c chn ngn dung tch 34,08 centilit, c c . Cc ny
c th c pha y bng nc hay s a. Vnh cc phi c trang tr
bn mt vi lt qu v c ng ht ung.
Phc v t phng khch: Ngi gi hm ru hay ngi phc v phi
t tt c nhng th cn thit ln mt khay phc v phc v c hiu qu.
Nhng th bao gm:
1) Cc cao hay cc bia c chn ngn c dung tch 34,08 centilit
2) Bnh nc
3) Nc s a c ga
4) Mt u v ci kp nh
5) ng ht
6) Lt cc: t dc cc.
Nc c chua: Phi c phc v lnh trong mt ly nh c dung tch 14.20
centilit (5fl.oz) t trn a c khn lt mt ci tha tr. Nc st Worester phi
c quy u, ht b ngn, t ln mt chic a k ( Underplate) v mi
khch. Ly nc cn c mt lt chanh mng t trn ming cc trang tr thm.



Nc qu ti:

Nu nc qu ti c phc v trong phng khch th qu trnh phc
v cng tng t nh phc v nc qu p ti phng khch. Trn bn phi
c t mt bt nh c chic a lt v tha. Nhng loi nc hoa qu
thng dng ti vit nam bao gm nc chanh, nc da, nc xoi v nc
u . Nhng loi nc ung ny c chun b bnng my xay sinh t
trong nh bp ca khch sn hay c chun b trc tip sau quy bar.
Cc loi ru v bia khng cn:

Cc loi ru v bia khng cn sn c cho nhng khch khng dng
cn v l do sc khe hoc tn gio. Phc v cc loi ru vang khng cn
tng t nh phc cc loi ru khc.
Phc v bia khng cn cng ging nh cc loi bia thng thng, c
nhn hiu thng dng phn bit bia khng cn vi bia thng thng. Bia
khng cn c phc v lnh l tt nht tr khi c ch dn khc.
Cch dng nc khong

Nc khong c th cha c nhiu th bnh ni khoa v bnh ngoi
da, nh cc bnh v ng h hp, ng tiu ha; c th dng gii
kht, v.v... Khi dng nc khong c th dng nguyn cht, hoc cho thm
gaz. Loi nc khong ngt do pha ch thm ng v mt s lng hng
liu khc s lm mt nhiu cng dng c ch ca nc khong.
Ti hu ht cc qun n, tim n, khch sn trn th gii u c nc
khong. Nc khong ch c th gi c cht lng ca n trong mt thi
gian khng di. Do , nc khong thng khng ng vo lon kim loi, m
c ng vo cc chai, bnh thy tinh, hoc bng nha. Thi hn s dng
thng c ghi r bn ngoi.
Ti cc ba tic u c dng nc khong lm ung. Trong khi s dng, cn
ch khng dng nc khong qu hn. Sau khi rt ru mnh vo ly, ngi phc
v ty theo ca khch, s rt nc khong hoc nc gii kht vo cc.
Vit Nam c tp qun ung nc khong ngt (c ng), nhng khch
nc ngoi ch ung loi nc khong mn hoc nc khong khng mi v.
Ti ba tic, khch c th ung mt cc nc khong ngay sau khi ung
ly ru mnh, gim nng ru v cng trnh b say ru.
Ngi theo o Hi v o Hinu (n ) king ung ru, bia, ch
ung nc khong v mt s loi nc gii kht. Do , ch tic cn lu
ngi phc v thc hin tt yu cu ca khch.



Cch dng nc hoa qu trong tic

Ngoi ru, ch, c ph, nc khong... ti cc ba tic, ngi ta cn s dng
nc hoa qu: chanh, cam, da, xoi, da, v.v...
c bit, ti cc nc x lnh, trong cc ba tic, cc loi nc qu
nhit i l loi ung rt qu v c khch a thch.
Trong khi ru mnh, ru vang, nc ch, c ph... c ung theo
thi im hoc ty thuc theo cc mn n thch ng, cc loi nc hoa qu
c ung vo bt k lc no trong ba tic. Sau khi rt ru, ngi phc v
nh nhng hi khch dng th nc qu g th rt ng th nc .
Nc hoa qu cn c s dng sau khi khch ung ru mnh
trnh say ru. Khng bao gi dng nc ngt chc ru, nu khch
khng bit ung ru m mun cng chc ru th nn kn o dng ly nc
khong, hoc c th thay th ru mnh bng ru vang.
4.3. Phc v ti quy Bar

Tc phc v ca quy bar trong qu trnh chun b cc loi cocktail c
bn ch yu da trn kinh nghim v kin th ca ngi phc v bar. S
sp t chu o (Mise-en-place) ti quy bar ngha l mt yu t nh hng
n tc v cht lng phc v.
Phc v ti quy bar l trc tip phc v cc loi ung c cn hay khng c
cn cho khch hoc thng qua ngi phc v ung hoc cocktail. C 3 loi:
- Hot ng ca cc quy bar thng xuyn c nh. thng gi l quy bar chnh.

- Loi Bar chuyn dng nh hn, cng c v tr c nh, c th gn nh hng.

- Loi Bar tm thi (phc v tic) Loi quy bar c hnh thnh tm thi
v mt mc ch c th, chng hn nh trong mt phng tic.
Khu vc phn phi l ni ch phn pht ung cho nhn vin phc v,
v d c t ti nh hng nhng khng cho khch ra vo.
Ly ung Cocktail c bn

Chng thng c dng theo tn gi ca loi cocktail hoc ph hp
vi cch trnh by tng ng. Ly dnh cho nhng ung pha trn v
cocktail c rt nhiu kiu dng, mu sc t nhng cht liu nh thy tinh hay
pha l. Tuy nhin mi loi ly c nhng tn gi v cng dng rt khc nhau.
Ly c nhiu kiu dng thch hp vi tng loi ung. Sau y l
nhng loi ly quen thuc trong bar ru:



Cocktail: Thng ging nh ly ung ru martini. Ly loi ny c dng
hnh tam gic vi chn ko di t y cc.

Highball: Dng ly thng, phnh pha
di (23cl 28cl), dng ung nc tri
cy hoc cocktail loi gii kht ( Long
drink). Ly loi ny thng dng ung
vi nhng loi c pha 2 loi ru cng
nhau nh: whiskey v soda, gin v tonic.
Old-fashioned: Hay thng gi l ly .
y l dng ly ngn, trn, c dng nh v
ln. Thng dng cho mt vi ung
pha trn hay nhng loi ru c thm .
Margarita: Ly Cocktail cn gi l ly Martini
(12cl 14cl) dng ng cocktail loi Short
Drinks. (Khi pha Cocktail Martini phi dng
loi ly ny v trang tr qu -liu). Loi ly c
bit dnh cho cc loi ru nh: ru tequila
vi lt chanh; ru pha ch theo kiu pha
nam; hn hp ru rom, nc chanh v
ng p lanh v mt s loi nc qu.

Collins: Dnh cho loi ung nh nc
chanh, ru c v cht hay chua. Loi ly
ny c dng nh highball nhng cao hn.
Mt s loi ly hu dng khc:

Shot: Mt chic ly shot tinh t s rt
hon ho thng thc nhng loi
ru tr danh nh vodka, whisskey.
Loi ly ny ch cao tm 5cm.
Brandy snifter: C dng nh v ln Ly
Brandy cn gi l Brandy Ballon hoc
Brandy Snifter, Dgustation (20cl 30cl) ch
dng ung Brandy. Dng ly thon nh
c thit k tinh vi khin cho hi m t tay ca bn c th lm m
ung gip ta hng v c trng ca ru. Loi ly ny c th dng cho
nhng loi ru dng sau ba ti.



Cch b tr, sp t quy bar

Trong k hoch vn hnh ban u ca bt k quy bar no, cch trnh
by quy bar phi c xem xt cn thn. quy bar c khong trng, di
hnh thc gi , t ly v cha tt c hng ha v thit b. tt c mi th u
phi d ly sao cho nhn vin quy bar khng phi di chuyn qu nhiu mt
cch khng cn thit, do cho php h phc v nhanh v c hiu qu
Mt dng c khng th thiu ch bin cocktail l shaker (xem nh). Ngoi
ra, ly cocktail cn c th c trang tr bng nhng lt chanh, lt du, c chua, c
rt, v.v... c ta thnh nhng hnh dng vui mt v nhng chic con con
mu sc ng nghnh. i khi, nhng th chi xinh xinh nh nhng chic kim
nha, hay vng xon nha cng t im thm cho ly cocktail tht bt mt.

A. Cp gp hoa qu (nh)
B. Cp gp .
C. u rt ru
D. M vang
E. Dao
F. M bia
G. Tha bar thn xon
H. Tha pha ch
I. o ru
J. Chn 4 ngnh
K. X
L. Chn 2 ngnh
M. Ly pha ch (mixing)
N. Bnh lc

Cc mt hng
Qa -liu, Anh o ngm ru, Nc st wrocester, Nc xt tabasco, Mui
v ht tiu, Qu, ht nhc u khu, cy inh hng, ru c v ca cy augostura
ng cnh to, ng, Trng, Kem, Bc h, Da chut, Cam, Chanh, Kem da.



Cocktails

Cocktails l s kt hp gia nhiu loi ru khc nhau, pha vi nc
khang, nc qu ti.v.v theo mt cng thc nh nh. Cocktail c tc ng
trc tip ti th gic v s pha trn ca nhiu thnh phn to ra mt sc hp
dn c bit. v qu trnh pha cocktail to c hi th hin ti nng ca minh
nn iu quan trng l phi thu thp tt c cc thit b pha cocktail v trong
tm tay khch hng c th thy chng v bn thn ca bn s dng ng
trnh t danh mc cc ung c lit k phn trc trong bi ging ny.
Pha cocktail C 3 phng php pha cocktail

1. Lc u trong bnh pha cocktail: Mc ch ca vic pha cocktail l trn
ln v lm mt cc thnh phn ti cng mt thi im. Lc u cng l mt
bin php tt nht s dng vi nguyn liu nng nh kem v nc cam.
2. Pha trong cc: Mc ch ca vic pha cocktail l trn ln cc thnh phn
v lm mt cc thnh phn chm. Phng php ny thng c s
dng khi cc thnh phn nguyn liu khng nng.
3. Rt vo ly cocktail: Vi phng php pha cocktail ny thnh phn
nguyn liu khng c trn trc. Thay vo , chng c rt vo ly,
ci ny sau ci kia. Cocktail ny thng c rt ln trn .
Yu cu c bn:

- phi lun sch v trong. Khng c rt qu y vo bnh lc.
- Cc ung si bt khng bao gi c lc.
- trnh trn ra ngoi, khng c rt y ln tn ming ly.
- Phc v cocktail trong ly lnh.
- Khi lc, ng tc phi nhanh v dt khat.
- Phi lun cho vo trong bnh lc hay trong cc trc ri mi rt ung vo
- Khuy v khuy nhanh cho n khi hn hp lnh.
- Bnh lc pha cocktail - loi cocktail c th bao gm c nc qu ti,
kem, ng v nhng nguyn liu tng t.
- Cn trang tr sau khi pha xong cocktail.
- Cn c lng c cc thnh phn nguyn liu.
- Khng bao gi c dng li .

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