service

2. Service meaning
•SMILE:we actively greet guest, smile, and speak clearly in a genuine manner
•
•EYE: we make eye contact, even in passing, with an acknowledgement
•
•RECOGNITION:we create a sense of recognition by using the guest's name, if known,
in a natural and discreet manner
•
•VOICE:we converse in a clear and natural voice in an appropriate manner
•
•INFORMED:we will be well informed about our hotel, our products, our guest, and we
take ownership of simple requests
•
•CARE:our care and kindness is expressed in all we do
•
•EXCEED:as a team, we make every effort to exceed the guest's expectations

3. ‫المختلفة‬ ‫الخدمة‬ ‫طرق‬
•
-
‫ذاتية‬ ‫خدمة‬
Self – Service
•
‫كافيتيريا‬ ‫أحيانآ‬ ‫الخدمة‬ ‫هذه‬ ‫على‬ ‫يطلق‬
,
‫بأن‬ ‫أطباقهم‬ ‫باختيار‬ ‫األفراد‬ ‫يقوم‬ ‫حيث‬
‫فسهم‬
•
‫المساعدة‬ ‫خدمة‬ ‫تقديم‬
Assisted Service
•
‫قا‬ ‫من‬ ‫طلباته‬ ‫باختيار‬ ‫ويقوم‬ ‫للجلوس‬ ‫يدعى‬ ‫وغالبآ‬ ‫المطعم‬ ‫الى‬ ‫العميل‬ ‫يدخل‬ ‫وهنا‬
‫الطعام‬ ‫ئمة‬
‫أم‬ ‫تمرر‬ ‫صوانى‬ ‫على‬ ‫معدة‬ ‫أطباق‬ ‫من‬ ‫به‬ ‫يرغب‬ ‫ما‬ ‫اختيار‬ ‫طريق‬ ‫عن‬ ‫أو‬ ‫البوفيه‬ ‫من‬ ‫أو‬
‫ام‬
‫العمالء‬
.
•
‫المائدة‬ ‫خدمة‬
Table Service
•
‫ل‬ ‫ويقدم‬ ‫بالكوفير‬ ‫معدة‬ ‫تكون‬ ‫والتى‬ ‫المائدة‬ ‫الى‬ ‫للجلوس‬ ‫يدعى‬ ‫العميل‬ ‫دخول‬ ‫عند‬
‫ه‬
,
‫قائمة‬
‫الطعام‬
(
Menu
.. )
‫بالمطعم‬ ‫العاملون‬ ‫بخدمته‬ ‫ويقوم‬ ‫لرغباته‬ ‫تبعا‬ ‫منها‬ ‫ليختار‬

4. •
-
‫واحد‬ ‫منفذ‬ ‫من‬ ‫الخدمة‬
Single Point Service
•
‫أواى‬ ‫تيك‬
:
‫خالل‬ ‫من‬
:
‫كاونتر‬
,
‫للتوصيل‬ ‫السيارات‬ ‫قائدى‬ ‫خدمة‬
,
‫ال‬ ‫الوجبات‬ ‫مطاعم‬
‫سريعة‬
‫أواى‬ ‫تيك‬ ‫خدمة‬ ‫مع‬
,
‫األتوماتيكية‬ ‫البيع‬ ‫ماكينات‬ ‫باستخدام‬
,
‫األكشاك‬ ‫طريق‬ ‫عن‬
,
‫ع‬
‫ن‬
‫البار‬ ‫طريق‬
.
•
5
-
‫خاصة‬ ‫خدمة‬
Specialized Service
• ‫والمشروبات‬ ‫المأكوالت‬ ‫لخدمة‬ ‫أساسا‬ ‫تنشأ‬ ‫لم‬ ‫مناطق‬ ‫فى‬ ‫العمالء‬ ‫خدمة‬ ‫تتم‬ ‫حيث‬
,
‫ومنها‬
:
‫الطائرات‬ ‫أو‬ ‫المستشفيات‬ ‫فى‬ ‫الحال‬ ‫هو‬ ‫كما‬ ‫المأكوالت‬ ‫لتقديم‬ ‫الصوانى‬ ‫استخدام‬
,
‫استخدام‬
‫التروللى‬
,
‫للمنازل‬ ‫التوصيل‬
( Home Delivery )
,
‫االستراحة‬ ‫قاعات‬
,
‫الغرف‬ ‫خدمة‬

5. ‫االول‬ ‫النوع‬
:
‫الذاتية‬ ‫الخدمة‬
Self-Service
• ‫أوال‬
:
‫الكافيتريا‬ ‫خدمة‬ Cafeteria Service
• ‫ثانيا‬
:
‫البوفيهات‬ ‫خدمة‬ Buffet Service
• ‫ثالثا‬
:
‫األغذية‬ ‫بيع‬ ‫ماكينات‬ ‫خالل‬ ‫من‬ ‫ذاتية‬ ‫خدمة‬ Machine Vended
• ‫رابعا‬
:
‫السيارة‬ ‫خالل‬ ‫من‬ ‫الذاتية‬ ‫الخدمة‬ Drive- through pickup

6. ‫الخدمة‬ ‫انواع‬ ‫من‬ ‫نوع‬ ‫ثاني‬
:
‫الصواني‬ ‫خدمة‬
Tray- Service
• ‫الغرف‬ ‫خدمة‬ Room Service
• ‫الطائرات‬ ‫خدمة‬ :
• ‫المستشفيات‬ ‫خدمة‬ :

7. ً‫ا‬‫ثالث‬
:
‫المائدة‬ ‫خدمة‬
Table Service
‫األمريكية‬ ‫الخدمة‬ American Service
‫الفرنسية‬ ‫الخدمة‬ French service
English service ‫االنجليزية‬ ‫الطريقة‬
‫الروسية‬ ‫الخدمة‬Russian service
‫العائالت‬ ‫خدمة‬ Family Service
‫الحفالت‬ ‫خدمة‬ Bouquet Service

8. ‫العالمية‬ ‫الفنادق‬ ‫مستوي‬ ‫علي‬ ‫تقدم‬ ‫التي‬ ‫اإلفطار‬ ‫وجبات‬
•
-
‫األوربي‬ ‫اإلفطار‬
(
‫الكونتنتال‬
)
•
‫األتي‬ ‫من‬ ‫األوربية‬ ‫اإلفطار‬ ‫وجبة‬ ‫وتتكون‬
:
•
1
-
‫ساخنة‬ ‫مشروبات‬
:
‫شاي‬
–
‫قهوة‬
-
‫باللبن‬ ‫شيكوالته‬
-
‫كاكاو‬
.
•
2
-
‫ابيض‬ ‫عسل‬ ‫أو‬ ‫مربي‬
+
‫زبدة‬
.
•
3
-
‫مخبوزات‬ ‫سلة‬
:
‫كرواسان‬
–
‫بريوش‬ ‫توست‬
–
‫خشب‬
.
•
2
-
‫اإلنجليزي‬ ‫اإلفطار‬
:
-
•
‫األتي‬ ‫من‬ ‫االنجليزيه‬ ‫اإلفطار‬ ‫وجبة‬ ‫وتتكون‬
:
•
1
-
‫ساخنة‬ ‫مشروبات‬
(
‫شاي‬
–
‫قهوة‬
-
‫كاكاو‬
–
‫شيكوالته‬
)
•
2
-
‫ابيض‬ ‫عسل‬ ‫أو‬ ‫مربي‬
+
‫زبدة‬
.
•
3
-
‫مخبوزات‬ ‫سلة‬
(
‫كرواسان‬
-
‫دنش‬
-
‫بريوش‬
-
‫توست‬
)
•
4
-
‫البيض‬ ‫أنواع‬ ‫من‬ ‫نوع‬
.
•
5
-
‫العصير‬ ‫أنواع‬ ‫من‬ ‫نوع‬
.
•
6
-
‫الجبن‬ ‫أنواع‬ ‫من‬ ‫نوع‬
.

9. •
-
‫األمريكي‬ ‫اإلفطار‬
:
-
•
‫إلي‬ ‫باإلضافة‬ ‫اإلنجليزي‬ ‫األوربي‬ ‫اإلفطار‬ ‫مكونات‬ ‫نفس‬
:
•
1
-
‫المشوية‬ ‫أو‬ ‫الباردة‬ ‫اللحوم‬ ‫من‬ ‫مختلفة‬ ‫أنواع‬
.
•
2
-
‫األسماك‬ ‫أنواع‬ ‫من‬ ‫نوع‬
•
3
-
‫معلبة‬ ‫أو‬ ‫طازجة‬ ‫فواكه‬
.

10. 1. English Service
It is also known as the Silver service. In the English service method, dishes are presented
and transferred to the guest’s plate using a service spoon and fork from the left-hand
side of the guest while beverages are served from the right-hand side.
It is regarded as a formal service. The waiter brings plates and dishes to the sideboard,
and places the plate before each guest from his/her right-hand side, moving clockwise.
He/she presents the main dish to the host and serves each guest, starting from the one
seated to the right of the host. The server moves counterclockwise while serving food.
This kind of service is implemented in upscale restaurants.
Serve food from the dish/platter onto the guest’s plate using a service spoon and fork
from the left-hand side.
Conduct clearance from the right-hand side

11. 2. American Service
In this service style, pre-plated foods are placed to customers from the right-
hand side. Now it is widely used for banqueting. This service style is also known
as Plated service.

12. 3. French Service
French service, which is also called family service. In French, this service is found in
family pensions and banquets, where the dish is presented to each guest from the
left-hand side to help himself/herself.
For a small party of two to three guests, dishes ordered by them are placed on the
table with service implements and plates for the guests to help themselves.
This method is widely practiced in ethnic restaurants, especially in Chinese and Indian
restaurants. Indian bread and accompanying dishes are kept on the table for guests
to help themselves. If assistance is required, the waiter may help the guests in
passing and serving the dish.

13. 4. Russian Service
This is a very elaborate service. In this Russian style of service, large joints, roast poultry,
whole fish, and so on, that have elaborate garnish, are neatly arranged on a platter,
presented to the host, taken back to the sideboard, carved, portioned, and so on, that
have elaborate garnish, are neatly arranged on a platter.
After serving, dishes are kept on a hot plate on the side plate to keep them warm. Each
course is served from the side plate. This service is not practiced much at this time.