THE WHITE SWAN HOTEL
　　白天鹅宾馆
　　
　　The 50 basics cases which could very easily upset guests.
　　客人忌讳的五十项基本要求须知
　　
　　1 When an ashtray has more than two cigarette tips in it.
　　 烟灰缸里积有两个以上的烟头。
　　2 When salads are at room temperature.
　　 沙律是室温。
　　3 When water glasses are not refilled by waiters on his own initiative.
　　 没有主动地添水。
　　4 When hot foods and beverages are served in cold plates or in cold cups.
　　 用 冷盘（杯）盛放热菜（热饮）。
　　5 When hot food is not hot and cold food is not cold.
　　 热菜不热，凉菜不凉。
　　6 When the telephone rings more than 3 times before being answered.
　　 电话响了三次而没人接听。
　　7 When a guest stays on hold for more than 30 seconds for an incoming call for him.
　　 接通电话后，要客人等了半分钟之久。
　　8 When dishes or glasses are chiped.
　　 杯碟有缺口。
　　9 When silver on tables is spotted or tarnished.
　　 上了台的银餐具有污点或色泽晦暗。
　　10 When glasses are streaped. (Hold them up to the light and you will see them).
　　 水杯有花纹。（将水杯放在光亮处即可见）
　　11 When menus or placentas are ripped, stained, or smudged.
　　 菜牌或台垫有撕纹、污物或污迹。
　　12 When bread or rolls are stale around the edges.
　　 面包边干瘪欠新鲜。
　　13 When there are not enough menus for the customers.
　　 没有足够的菜牌。
　　14 When condiment bottles are not full and are coated at the neck.
　　 调味品的瓶子不满，瓶口淤物堵塞。
　　15 When guests wait for 3 minutes without having a drink order.
　　 客人等了三分钟没有人问酒水。
　　16 When food sits in the window (kitchen) waiting to be picked up in time.
　　 厨房的菜做好了没有及时拿走。
　　17 When china, silver or glass run out.
　　 瓷器、银器及水杯供不应求。
　　18 When silverware’s sets are crooked on the tables.
　　银器摆设不正。
　　19 When the table setting look messy and not in good order.
　　 台面摆设不协调。
　　20 When sugar bowls are dirty inside (take the sugar cubes out and look inside)
　　 糖盅内肮脏。（取出糖块，检查里面）
　　21 When salt and pepper bottles are greasy to touch or half empty.
　　 椒盐瓶油腻沾手或半满。
　　22 When we run out of any item in any bar or restaurant at anytime
　　 餐厅、酒巴的食品供不应求。
　　23 When service personnel have the “I’m doing you a favor” attitude.
　　 服务员报着“我不过在帮忙罢了”的态度。
　　24 When banquets or coffee breaks start late.
　　 宴会或咖啡小休开始晚了。
　　25 When soft drinks come out of the system “flat”.
　　 有汽的饮料走汽。
　　26 When debris, bits of paper and food are not immediately picked up from the carpets
　　 or floors in restaurants and bars.
　　 地上的纸屑和杂物没有立即捡起。
　　27 When trays stay at the station for a long time.
　　 托盘杂物在备餐间停留。
　　28 When restaurants and bars open late or close early.(Regular hours are printed and
　　 posted all through the hotel and guestrooms).
　　 餐厅和酒吧迟开早关。（与出示牌所写的不同）
　　29 When a guest does not get top quality food and beverage service.
　　 客人付了钱而得不到相应的食（饮）品。
　　30 When a guest orders the description on the menu and gets something else.
　　 客人得不到所点的菜式。
　　31 When a guest spends lots of money for his room and can’t get a quick, hot,
　　 courteous breakfast the following morning.
　　 客人住在舒适的房间而次日得不到又快又热又好的早餐。
　　32 When a guest travels all evening to get to the hotel and then can’t get a quick first
　　 class sandwich or couple of eggs. (hot and fresh)
　　 客人旅行了一天，到达我们的宾馆，而得不到快速一流的三文治和又热又新
　　 鲜的鸡蛋。
　　33 When guests don’t get seats, while they stand in line seeing the empty table.
　　 客人站着没有入座，看见有空位而没人安排。
　　34 When chairs and booths are dirty, stained, or have crumbs on them.
　　 椅子和边柜肮脏，有污垢和碎屑。
　　35 When guests who come for breakfast don’t get coffee immediately after being seated
　　 客人来吃早餐，就座后没有立即斟咖啡。
　　36 When R/S says 20 minutes and it take 30 minutes to get the order.
　　 二十分钟的菜却要客人等了三十分钟。
　　37 When coffee is not steaming. (Check Banquets)
　　 咖啡不烫
　　38 When fruit garnish in bars or R/S are dried out.
　　 水果装饰干瘪欠新鲜。
　　39 When buffet tables or salad bars are not replenished quickly.
　　 自助餐没有及时地补充（添菜）。
　　40 When orders arrive incompletely, or waiters, waitress ask, “Who gets what?”
　　 客人的菜上不齐全，或不知道谁吃什么。
　　41 When coffee cups are stained. (Check inside of cups)
　　 咖啡杯有污迹。
　　42 When bud vase water is murky.
　　 花瓶里的水有污迹。
　　43 When table or meeting room linens have small holes, rips or burns.
　　 台布等有破孔，撕痕或焦点。
　　44 When tables and chairs are wobbly.
　　 台椅不稳。
　　45 When greasy dirty rags are used to wipe down tables.
　　 用油腻、肮脏的抹布抹台。
　　46 When guest do not get recognized by a smile, a hello, or eye to eye contact when
　　 coming to the door of any restaurant.
　　 客人来到餐厅得不到微笑、礼貌的招呼。
　　47 When guests do not think you have tried your very best to please them, even if
　　 everything was not perfect.
　　 客人认为你没有尽努力使他满意。
　　48 When guests are on a tight morning schedule and can’t get in and out of the C/S in
　　 25 minutes.
　　 客人早上安排很紧，但二十五分钟吃不上早餐。
　　49 When a guest gets his food check, which is sloppy, wet, or stained.
　　 客人得到的帐单是湿而有污迹。
　　50 When guests are drinking and have nothing to nibble.
　　 没有客人饮酒时没有送酒小食。