1.3 Orders點餐 一問三答
Q: What is the most important thing when it comes to ordering? Do you have any incredible errors to talk about?
問：點餐時該注意的要點是什麼呢？你們能分享一些難以置信的失誤嗎？
Alina: I mentioned before that I’m not that good at dealing with the guests, and that’s because I mistook their orders before. It’s pretty frustrating when people require their food in a certain way and you fail to memorize it all. Note taking is definitely essential, but even so I can’t assure that everything goes smooth.
艾琳娜：我早先提過我不是很會跟客人周旋，那是因為我有一次誤點了客人的餐。當客人對他們的餐點有些特殊要求，而你沒辦法記住全部的細節時，真的很令人挫敗。點餐一定要筆記，但就算如此，我也無法保證事事順利。
Cathy: You will need a note pad with you while taking orders. For instance, if someone wants meatloaf without ketchup and another wants extra caramelized onions, things might get confused easily. I haven’t made a huge mistake yet, but you never know what will happen. There’s no such thing as being overly prepared.
凱西：點餐時，你會需要一本小記事本。舉例來說，如果有人點了肉派不加番茄醬，另一個人點肉派和特多焦糖洋蔥，這很容易搞混。我還沒犯過嚴重大錯，但你永遠不知道未來會發生什麼事。多做點準備總是好的。
Allen: I once brought a plate of hash browns with Hungarian meat sauce instead of cream of mushroom to a customer. For her, it was a big problem because she was a vegetarian, and I guaranteed her that we had a vegan hash brown combo. It was a catastrophe. Since then, I take extra caution while taking orders.
艾倫：有一次，我本應給客人蘑菇白醬炸薯餅，卻拿成匈牙利肉醬炸薯餅。對她來說，這是個很大的冒犯，因為她是素食主義者，而我向她保證我們提供素食炸薯餅套餐。那是個災難。自從那次起，我總是在點餐時格外留心。
1.5 Service During Meal 餐間服務
Allen: 店員。
Customer: 客人。
情境對話
Allen: How’s everything?
艾倫：一切如何？
Customer 1: It’s awesome. My chowder is just the right thickness and the salad is fresh.
客人一：很棒，我的巧達湯濃度剛好，沙拉也很新鮮。
Allen: That’s good to know.
艾倫：真高興妳這麼說。
Customer 4: We really like the platter. You guys know how to fry the food.
客人四：我們很喜歡炸物拼盤，你們對油炸真的很有一套呢。
Allen: Actually, our chef learned the Japanese tempura method and we used that as our coating. Maybe that’s why. It’s lighter and less greasy.
艾倫：其實我們的主廚學到日式天婦羅炸法，並且用在我們的麵衣上。可能這就是原因所在，炸物比較清爽不油膩。
Customer 4: That’s innovative. It really works and it’s delicious.
客人四：真是創新呀，很有效果，也很好吃。
Allen: Can I get you more water? Maybe a beer or something?
艾倫：您們需要加水嗎？還是要啤酒之類的？
Customer 3: Yeah, I’d like another electric mojito, please.
客人三：嗯，請再給我一杯電擊薄荷調酒。
Customer 2: I’d like that too. It’s really refreshing. I didn’t know it’d be that tasty.
客人二：我也要一杯，這酒很解膩，我沒料到會這麼好喝。
Allen: Yeah, it cleans your palate, too. What about the ladies? Some water?
艾倫：是呀，這款調酒會清味蕾。女士們如何呢？需要水嗎？
Customer 1: I’ll have an iced tea. Thank you.
客人一：我想來杯冰茶，謝謝。
Allen: I’ll be right back.
艾倫：馬上來。
哪裡有問題
點餐、上餐到結帳之間，服務生並非呆站或專注於服務新客人。
在客人買單之前，服務生必須每隔數分鐘便觀察、問候一下該桌的客人。
加水、加點飲料的服務是最常見的，若是餐點有問題，例如食物不夠熱、或其他對餐點不滿意而要退回食物時，也會在這時候反應。
若非難以忍受的嚴重問題，客人通常是不會主動離席去找服務生的，而這也是餐後會給予小費的原因。
餐飲補充包
After the meals are served, a server has to keep an eye on the table. Of course, no one wants to be disturbed by a bugging server during a fabulous dinner. Hence, a server needs to cultivate the sense of proper timing; one should be caring yet not overly disturbing.
In general, when a server is walking around collecting plates, one should look around to make sure everything is in shape. If the customers have had an empty glass for a while, it’s time for a server to come up and offer to refill the water or take further beverage orders.
Even if there’s nothing special, during the whole time the customers are dining a server needs to come up twice at least twice. They do this to greet, to ask if everything is satisfying, and to offer other services. The tip that a server receives will depend on the diligence with which one performs during the meal. It can go from 10% to up to 20% (in the U.S.).
當上菜完畢後，服務生需不時關注該桌的狀況。當然，沒有人希望在用餐期間不斷被煩人的服務生打擾，因此如何適時的上前問候，卻不致於讓人感覺受到打岔，是服務生必須培養出來的感知力。
一般而言，當服務生來回走動，收走各桌的杯盤時，就應該四處觀察是否有異。若發現客人杯子空了一段時間，便可以主動上前詢問加水、加點飲料的服務。
就算完全沒有狀況，在客人用餐期間，服務生最少也要上前詢問兩次，關心客人對食物的滿意程度，或是否需要其他服務。服務生會依據用餐期間的殷勤程度，收到10%~20%不等的小費（以美國的狀況而言）。
Q: What is the most important thing when it comes to ordering? Do you have any incredible errors to talk about?
問：點餐時該注意的要點是什麼呢？你們能分享一些難以置信的失誤嗎？
Alina: I mentioned before that I’m not that good at dealing with the guests, and that’s because I mistook their orders before. It’s pretty frustrating when people require their food in a certain way and you fail to memorize it all. Note taking is definitely essential, but even so I can’t assure that everything goes smooth.
艾琳娜：我早先提過我不是很會跟客人周旋，那是因為我有一次誤點了客人的餐。當客人對他們的餐點有些特殊要求，而你沒辦法記住全部的細節時，真的很令人挫敗。點餐一定要筆記，但就算如此，我也無法保證事事順利。
Cathy: You will need a note pad with you while taking orders. For instance, if someone wants meatloaf without ketchup and another wants extra caramelized onions, things might get confused easily. I haven’t made a huge mistake yet, but you never know what will happen. There’s no such thing as being overly prepared.
凱西：點餐時，你會需要一本小記事本。舉例來說，如果有人點了肉派不加番茄醬，另一個人點肉派和特多焦糖洋蔥，這很容易搞混。我還沒犯過嚴重大錯，但你永遠不知道未來會發生什麼事。多做點準備總是好的。
Allen: I once brought a plate of hash browns with Hungarian meat sauce instead of cream of mushroom to a customer. For her, it was a big problem because she was a vegetarian, and I guaranteed her that we had a vegan hash brown combo. It was a catastrophe. Since then, I take extra caution while taking orders.
艾倫：有一次，我本應給客人蘑菇白醬炸薯餅，卻拿成匈牙利肉醬炸薯餅。對她來說，這是個很大的冒犯，因為她是素食主義者，而我向她保證我們提供素食炸薯餅套餐。那是個災難。自從那次起，我總是在點餐時格外留心。
1.5 Service During Meal 餐間服務
Allen: 店員。
Customer: 客人。
情境對話
Allen: How’s everything?
艾倫：一切如何？
Customer 1: It’s awesome. My chowder is just the right thickness and the salad is fresh.
客人一：很棒，我的巧達湯濃度剛好，沙拉也很新鮮。
Allen: That’s good to know.
艾倫：真高興妳這麼說。
Customer 4: We really like the platter. You guys know how to fry the food.
客人四：我們很喜歡炸物拼盤，你們對油炸真的很有一套呢。
Allen: Actually, our chef learned the Japanese tempura method and we used that as our coating. Maybe that’s why. It’s lighter and less greasy.
艾倫：其實我們的主廚學到日式天婦羅炸法，並且用在我們的麵衣上。可能這就是原因所在，炸物比較清爽不油膩。
Customer 4: That’s innovative. It really works and it’s delicious.
客人四：真是創新呀，很有效果，也很好吃。
Allen: Can I get you more water? Maybe a beer or something?
艾倫：您們需要加水嗎？還是要啤酒之類的？
Customer 3: Yeah, I’d like another electric mojito, please.
客人三：嗯，請再給我一杯電擊薄荷調酒。
Customer 2: I’d like that too. It’s really refreshing. I didn’t know it’d be that tasty.
客人二：我也要一杯，這酒很解膩，我沒料到會這麼好喝。
Allen: Yeah, it cleans your palate, too. What about the ladies? Some water?
艾倫：是呀，這款調酒會清味蕾。女士們如何呢？需要水嗎？
Customer 1: I’ll have an iced tea. Thank you.
客人一：我想來杯冰茶，謝謝。
Allen: I’ll be right back.
艾倫：馬上來。
哪裡有問題
點餐、上餐到結帳之間，服務生並非呆站或專注於服務新客人。
在客人買單之前，服務生必須每隔數分鐘便觀察、問候一下該桌的客人。
加水、加點飲料的服務是最常見的，若是餐點有問題，例如食物不夠熱、或其他對餐點不滿意而要退回食物時，也會在這時候反應。
若非難以忍受的嚴重問題，客人通常是不會主動離席去找服務生的，而這也是餐後會給予小費的原因。
餐飲補充包
After the meals are served, a server has to keep an eye on the table. Of course, no one wants to be disturbed by a bugging server during a fabulous dinner. Hence, a server needs to cultivate the sense of proper timing; one should be caring yet not overly disturbing.
In general, when a server is walking around collecting plates, one should look around to make sure everything is in shape. If the customers have had an empty glass for a while, it’s time for a server to come up and offer to refill the water or take further beverage orders.
Even if there’s nothing special, during the whole time the customers are dining a server needs to come up twice at least twice. They do this to greet, to ask if everything is satisfying, and to offer other services. The tip that a server receives will depend on the diligence with which one performs during the meal. It can go from 10% to up to 20% (in the U.S.).
當上菜完畢後，服務生需不時關注該桌的狀況。當然，沒有人希望在用餐期間不斷被煩人的服務生打擾，因此如何適時的上前問候，卻不致於讓人感覺受到打岔，是服務生必須培養出來的感知力。
一般而言，當服務生來回走動，收走各桌的杯盤時，就應該四處觀察是否有異。若發現客人杯子空了一段時間，便可以主動上前詢問加水、加點飲料的服務。
就算完全沒有狀況，在客人用餐期間，服務生最少也要上前詢問兩次，關心客人對食物的滿意程度，或是否需要其他服務。服務生會依據用餐期間的殷勤程度，收到10%~20%不等的小費（以美國的狀況而言）。
