• 作者: dfmzhu
• 來源: 佛山展翅調酒咖啡西點培訓學校
• 日期: 2016-07-17
• 瀏覽次數: 2267 次

倫敦薩伏伊酒店傳奇酒吧的調酒師主管Erik Lorincz和我們分享五星級服務的秘訣。Erik Lorincz, head bartender of the iconic bar at London’s Savoy Hotel, shares the secrets of five-star service.

1. Invest In Yourself / 舍得在自己身上投資

“前任調酒師主管Peter Dorelli給了我兩點建議：買張好點的床——在床上面不要省錢——因為下班之后你需要好好放松一下。不躺著休息的時候，你就是站著的，所以買雙好點的鞋子。我兩個都買了。”

“Former head bartender Peter Dorelli gave me two bits of advice: buy a good bed – don’t save money on your bed – because when you are not working you’ve got to be relaxing. And when you are not relaxing, you are going to be on your feet. So buy a good pair of shoes. I did both.”

2. Maintain Decorum / 維持禮儀

“要是有人太吵或開始說臟話怎么辦？我們酒吧絕不容忍說臟話，不過在向客人解釋的時候不能讓他們覺得自己像個傻瓜。‘我很抱歉，不過我們在這家酒吧只說兩個以F開頭的單詞：食物（food）和星期五（Friday）。’但是，要是他們再犯同樣的毛病，我一定會讓他們覺得自己像個傻瓜。我不只在吧臺后工作，也在樓面工作。所以我會在吧臺以外的地方當班，從而了解酒吧的經營，不斷學習技巧，確保每個人都覺得自己很特別。”

“What if a person becomes too loud? Or starts swearing? We have zero tolerance on swearing, but you have to explain to people in a way that won’t make them feel like an idiot. ‘I am very sorry we only use two F words at this bar: food and Friday.’ However, if they do it again, I will make them feel like an idiot. I work behind the bar but I also work on the floor. I do shifts where I am not behind the bar, so that I keep aware of operations, to keep learning those tricks, to keep making sure everyone feels special.”

3. Give The People What They Want / 滿足客人的需求

“過去六年中，我們的酒單一直都有專門一頁向那些薩伏伊經典致敬。我們現在作出了一個大膽的舉動。我們推出了一個包括36款新品的全新酒單。不過，即使這些新品也仍然忠于美利堅酒吧雞尾酒的內在精髓——簡單、平衡、好喝。非常經典的風格。當然了，要是有人想點漢基帕基或白色佳人，我們還是會微笑著給客人端上桌。這是酒吧一脈相承的傳統，我只是在維護這個傳統。”

“For the last six years we always had a page on our menu paying respect to the Savoy classics. Now we have taken a gamble. We have come up with a menu of 36 new drinks. But even these new ones stay true to what a cocktail should be at The American Bar: simple, balanced, with great taste. A very classic style. Of course, if people ask for the Hanky Panky or a White Lady, we serve it with a smile. It is an institution, and I am just preserving it.”

4. It’s The Little Things That Matter / 細節決定成敗

“隨時為客人服務，而不要等著客人來找你。你需要觀察四周，凡事先考慮一下客人的感受。比如吧臺后的水槽：調酒師一定要記得關水龍頭，即使只是離開一小會兒。這對你來說不算什么，但是對客人來說，這種聲音讓人忍不住想上廁所。你的客人可能還沒倒過時差來，所以你必須注意自己發出的聲響，避免影響到他們。還有，要是你在吧臺后說自己的語言，客人聽不懂，可能會覺得你是在談論他們。所以你應該只講英語。這是我的秘訣。”

“Be there for the guest, not the guest for you. You need to read the room and be ahead of them. Take a sink behind the bar: a bartender should never leave water running, even if they just leave it for a second. For you it’s nothing, but for the guest the sound will make them want the toilet. Your guests might be jetlagged, so you have to think about the noise you are making, how it affects the surroundings. Or if you speak in your own language behind the bar, and the guest doesn’t understand, they might think you are talking about them. So you only talk English. This is my recipe.”

5. Go Unnoticed… / 不要驚動客人……

“有一次我去一家日本餐廳，就坐在吧臺旁邊。我是最后一位客人，后來發現原來他們已經打烊了，我甚至一點都沒有察覺。所以，要是時間很晚了，我們酒吧三個工作臺中間的那個會先關閉。我希望不要引起客人的注意。要是他們注意到了，就會覺得你想讓他們快點結賬回家。不要讓他或她覺得自己得趕緊走。這是待客之道。”

“I was once in a Japanese restaurant sitting at the counter; I was the last guest and I realised that the way they had closed down the counter, I hadn’t even noticed. So if it’s late, and we close the middle of our three stations at the bar, I don’t want guests to even notice. If they notice, it’s like you want them to go home. Don’t make them feel he or she has to go. That is hospitality.”

6. But, Be Ready With A Show / 但是，要準備好精彩表演

“我很幸運可以與一位出色的鋼琴師合作。我們彼此很有默契。我們會一起耍寶。要是他彈到某首曲子并且唱到魔術，我就會在吧臺后表演一個魔術。客人們就會很驚訝；‘哈，這玩的是哪一出？’或者如果我得知那天恰好是某個人的生日，我不會直接去問人家叫什么——我總會想辦法知道的——我會對鋼琴師說，等我一下，我要去做一杯特別的雞尾酒，然后他開始唱生日歌。酒吧就是一個舞臺。實際上，我們酒吧就位于倫敦西區劇院區中心——薩伏伊劇院就在隔壁。我們酒店是特意選址劇院旁邊的。這是一種表演。”

“I am very lucky to have a great pianist. We are reading each other. We play a game together. If he plays a certain song and he sings about magic, I do a magic trick behind the bar. Guests are like, ‘Huh, what was that?’ Or if I pick up that it’s someone’s birthday, I don’t ask directly for their name – I find out somehow – then say to the pianist, give me a minute, I will prepare a special drink at the bar, then he starts singing the song. It’s a stage. And actually, we are in the middle of the West End’s theatre land – The Savoy Theatre is next door and the hotel was built on purpose next to that theatre. It’s a performance.”

7. Mum’s The Word / 媽媽是標準

“不要用對我的方式去向客人描述一款酒。要像對你的媽媽那樣去描述。她完全不知道苦精是什么味道。我不會跟她說君度，而是說橙味利口酒。”

“Don’t describe the drink to guests as you would to me. Describe it as you would to your mum. She has no idea what bitters taste like. Rather than saying Cointreau, I am saying orange liqueur.”

8. Connect Your Guests / 為客人牽線搭橋

“假如你在這個行業做的時間足夠長，就會讀懂肢體語言——有的人只是想跟你要無線網絡的密碼。或者恰恰相反——他們想和你聊天，但是你又很忙，需要工作。這就是考驗你智慧的時候了。坐在酒吧里喝酒的那些人中總有我認識的朋友，可能我認識A，也認識B。于是我就介紹他們兩個認識。一個是喜歡喝馬提內的律師，另一個是植物學家金酒釀造商。他們兩個相談甚歡，足足聊了45分鐘，最后他們握著我的手說非常感謝介紹他們認識。”

“If you have worked in the industry a reasonable time then you can read body language – the people who you just give the wifi password to and that’s all they want. Or the opposite – when they want to talk, but you are busy, you need to work. Then it’s being smart. Sitting at the bar there are always friends, so I know friend A and I know friend B. So I just introduce them. He is a lawyer who loves drinking a Martinez, and he is the guy who makes The Botanist. So for 45 minutes they are happy talking about their favourite things, and at the end they shake your hand for introducing them.”

9. Provide More Than One Experience / 提供多種體驗

“我們從上午11:30開始營業，所以一天中有數種不同的氣氛。白天的時候非常活潑，但也十分輕松。人們悠閑地喝著酒。到了11:45，我已經在做馬提尼了。很多人要去Grill或Kaspar’s吃飯，所以想先喝一杯開胃酒。午餐過后比較放松，人們開始了商務會議，很多人帶著電腦。但是一過4點這種閑適很快結束了。之后氣氛相當熱鬧。燈光慢慢轉暗，下午6:30鋼琴演奏準時開始。接下來就是我最喜歡的時段——典型的美國酒吧。這也是我們酒吧名字的由來——當時美國人在倫敦舉辦了很多籌款活動，薩伏伊酒店在當時是倫敦幾個供應美式加冰雞尾酒的地方之一。酒吧自1906年以來一直叫這個名字。”

“We operate from 11.30am so it has several atmospheres. During the day it’s very bright, but still very soft. People are drinking slowly, in a relaxing way. And by 11.45am I am already making Martinis. A lot of people are going to the Grill or Kaspar’s, so they want an aperitif. After lunch, that is easy; people start their business meetings, lots of computers. But that finishes quickly after 4pm. Then it’s quite buzzy. The lights slowly go down and the piano starts at 6.30pm. Then it’s my favourite time – the classic American bar. This is where the name came from: there were fundraising events being run by Americans in London and The Savoy was the one of those venues making American drinks over ice. The bar has had the name since 1906.”

10. Discretion Is The Better Part Of Valour / 有名人光臨要謹慎行事

“要是酒吧泄露了名人的隱私，他們就永遠不會再光臨了。這些人需要保護。每當有名人來酒吧，我會不停環顧四周，讓員工不時去各桌查看一下，看是否有其他客人發現名人來了，并且確保他們不會被打擾。但是也有例外，有個常來美利堅酒吧的名人就喜歡這種感覺。他喜歡被拍，喜歡被關注。這和他的年齡有關。不過有時候連他也會說不。所以也是有限度的。如果他說不，我們就會說：‘不好意思，酒吧不能拍照。’美利堅酒吧的布局也非常有特色。我們有一個角落非常隱蔽。我們把它稱作皇家專席，因為多迪•法耶德與戴安娜王妃曾一同坐在這里喝過酒。你現在仍然可以坐在這里享受酒吧的氛圍，而不必擔心被打擾。真正的秘訣在于你要超越調酒本身，更多地考慮待客之道和服務，以及整個酒吧發生的一切。”

“If information about celebrities leaks out, they will never go there again. These people need protection. So when they come in, I’m always looking around, telling staff to keep checking that table or that table – other guests that I have seen notice the celebrity, so we make sure they won’t annoy them. On the other hand, there is one famous American Bar regular who loves it. He loves the pictures, the attention. It’s his age. Although, sometimes, even he can say no. So there’s a limit. If he’s like that, it’s ‘Sorry, no pictures at the bar.’ One uniqueness also is the layout of The American Bar. We have a corner where you can hide people. We call it the Royal Circle, named after when Dodi al-Fayed and Princess Diana were coming in together. You can still enjoy the whole atmosphere at that table, but in such a discrete way. The secret is really when you start thinking outside of bartending and more about hospitality and service, about what is happening in the whole bar.”