• 作者: dfmzhu
• 来源: 佛山展翅调酒咖啡西点培训学校
• 日期: 2016-07-17
• 浏览次数: 2019 次

伦敦萨伏伊酒店传奇酒吧的调酒师主管Erik Lorincz和我们分享五星级服务的秘诀。Erik Lorincz, head bartender of the iconic bar at London’s Savoy Hotel, shares the secrets of five-star service.

1. Invest In Yourself / 舍得在自己身上投资

“前任调酒师主管Peter Dorelli给了我两点建议：买张好点的床——在床上面不要省钱——因为下班之后你需要好好放松一下。不躺着休息的时候，你就是站着的，所以买双好点的鞋子。我两个都买了。”

“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 / 维持礼仪

“要是有人太吵或开始说脏话怎么办？我们酒吧绝不容忍说脏话，不过在向客人解释的时候不能让他们觉得自己像个傻瓜。‘我很抱歉，不过我们在这家酒吧只说两个以F开头的单词：食物（food）和星期五（Friday）。’但是，要是他们再犯同样的毛病，我一定会让他们觉得自己像个傻瓜。我不只在吧台后工作，也在楼面工作。所以我会在吧台以外的地方当班，从而了解酒吧的经营，不断学习技巧，确保每个人都觉得自己很特别。”

“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 / 满足客人的需求

“过去六年中，我们的酒单一直都有专门一页向那些萨伏伊经典致敬。我们现在作出了一个大胆的举动。我们推出了一个包括36款新品的全新酒单。不过，即使这些新品也仍然忠于美利坚酒吧鸡尾酒的内在精髓——简单、平衡、好喝。非常经典的风格。当然了，要是有人想点汉基帕基或白色佳人，我们还是会微笑着给客人端上桌。这是酒吧一脉相承的传统，我只是在维护这个传统。”

“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 / 细节决定成败

“随时为客人服务，而不要等着客人来找你。你需要观察四周，凡事先考虑一下客人的感受。比如吧台后的水槽：调酒师一定要记得关水龙头，即使只是离开一小会儿。这对你来说不算什么，但是对客人来说，这种声音让人忍不住想上厕所。你的客人可能还没倒过时差来，所以你必须注意自己发出的声响，避免影响到他们。还有，要是你在吧台后说自己的语言，客人听不懂，可能会觉得你是在谈论他们。所以你应该只讲英语。这是我的秘诀。”

“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… / 不要惊动客人……

“有一次我去一家日本餐厅，就坐在吧台旁边。我是最后一位客人，后来发现原来他们已经打烊了，我甚至一点都没有察觉。所以，要是时间很晚了，我们酒吧三个工作台中间的那个会先关闭。我希望不要引起客人的注意。要是他们注意到了，就会觉得你想让他们快点结账回家。不要让他或她觉得自己得赶紧走。这是待客之道。”

“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，要准备好精彩表演

“我很幸运可以与一位出色的钢琴师合作。我们彼此很有默契。我们会一起耍宝。要是他弹到某首曲子并且唱到魔术，我就会在吧台后表演一个魔术。客人们就会很惊讶；‘哈，这玩的是哪一出？’或者如果我得知那天恰好是某个人的生日，我不会直接去问人家叫什么——我总会想办法知道的——我会对钢琴师说，等我一下，我要去做一杯特别的鸡尾酒，然后他开始唱生日歌。酒吧就是一个舞台。实际上，我们酒吧就位于伦敦西区剧院区中心——萨伏伊剧院就在隔壁。我们酒店是特意选址剧院旁边的。这是一种表演。”

“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 / 妈妈是标准

“不要用对我的方式去向客人描述一款酒。要像对你的妈妈那样去描述。她完全不知道苦精是什么味道。我不会跟她说君度，而是说橙味利口酒。”

“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 / 为客人牵线搭桥

“假如你在这个行业做的时间足够长，就会读懂肢体语言——有的人只是想跟你要无线网络的密码。或者恰恰相反——他们想和你聊天，但是你又很忙，需要工作。这就是考验你智慧的时候了。坐在酒吧里喝酒的那些人中总有我认识的朋友，可能我认识A，也认识B。于是我就介绍他们两个认识。一个是喜欢喝马提内的律师，另一个是植物学家金酒酿造商。他们两个相谈甚欢，足足聊了45分钟，最后他们握着我的手说非常感谢介绍他们认识。”

“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 / 提供多种体验

“我们从上午11:30开始营业，所以一天中有数种不同的气氛。白天的时候非常活泼，但也十分轻松。人们悠闲地喝着酒。到了11:45，我已经在做马提尼了。很多人要去Grill或Kaspar’s吃饭，所以想先喝一杯开胃酒。午餐过后比较放松，人们开始了商务会议，很多人带着电脑。但是一过4点这种闲适很快结束了。之后气氛相当热闹。灯光慢慢转暗，下午6:30钢琴演奏准时开始。接下来就是我最喜欢的时段——典型的美国酒吧。这也是我们酒吧名字的由来——当时美国人在伦敦举办了很多筹款活动，萨伏伊酒店在当时是伦敦几个供应美式加冰鸡尾酒的地方之一。酒吧自1906年以来一直叫这个名字。”

“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 / 有名人光临要谨慎行事

“要是酒吧泄露了名人的隐私，他们就永远不会再光临了。这些人需要保护。每当有名人来酒吧，我会不停环顾四周，让员工不时去各桌查看一下，看是否有其他客人发现名人来了，并且确保他们不会被打扰。但是也有例外，有个常来美利坚酒吧的名人就喜欢这种感觉。他喜欢被拍，喜欢被关注。这和他的年龄有关。不过有时候连他也会说不。所以也是有限度的。如果他说不，我们就会说：‘不好意思，酒吧不能拍照。’美利坚酒吧的布局也非常有特色。我们有一个角落非常隐蔽。我们把它称作皇家专席，因为多迪•法耶德与戴安娜王妃曾一同坐在这里喝过酒。你现在仍然可以坐在这里享受酒吧的氛围，而不必担心被打扰。真正的秘诀在于你要超越调酒本身，更多地考虑待客之道和服务，以及整个酒吧发生的一切。”

“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.”