杭州香格里拉饭店餐饮部标准操作程序.doc

standard operation procedures 标准操作程序标准操作程序 food excuse me, sir/ madam. may i help you? 说：“打扰了，先生/女士，我可以帮您吗？ listen carefully and attentively to the complain 认真诚恳地倾听客人的意见。 say : im sorry about it , we will have it changed 说：“我很抱歉，我会给您更换。 send it back to the kitchen and explain to the chef about the wrong order 返到厨房，向厨师解释原因。 when the items is ready . pick up the correct item 当新菜做好后，拿起。 ensure the item is correct one 保证这次是正确的。 say : this is your i am terribly sorry for the incident , hope you enjoy your 说：这是您的菜，我非常抱歉，希望您能享 用 guest will know we care about it 客人将知道我们很关心这 件事。 no arguments between staff and kitchen , serve guest request. discuss after service if necessary 厨师和服务员不可以争吵， 服务客人后在讨论。 prepareed by: jimmy lei 起草人: approved by: james p. smith 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f chinaware in good condition 干净干燥的托盘，餐具有良好的状态 fill pot 3/4 full with milk 在茶壶里装入 3/4 的热奶。 place pot under steamer 把茶壶放在加热器下。 ensure that milk is hot 保证奶是热的。 ear of coffee cup at 3:00 position , spoon on saucer parallel to ear of cup. 杯把在 3：00 的位置上，勺在垫碟上平行于杯把。 ensure sugar bowl， coffee cup and saucer , pot with hot milk 要有糖缸，咖啡杯及垫碟，一壶热奶。 serve ladies first . serve from the right 女士优先，从右面服务。 sugar bowl at the center of the table 糖缸放在桌子中间。 pour hot milk into cup, till 2/3 of cup 把热奶倒入杯子里直到 2/3 满。 say : excuse me sir/ madam, this is your hot milk , please enjoy 说：打扰了，先生/女士，这是您的热奶，请慢用。 prepared by: jimmy lei 起草人: approved by: div .head general manager 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f 日期 the time of reservation ; 来的时间 the numbers of guest coming. 客人人数 his/ here contact no. 客人的联系电话 private room or dining hall; 是厅房还是大厅 and the special request. 特殊要求 thank you for calling, mr./ms well be looking forward to serving you and your guest. 谢谢您的电话，先生/女士， 我们等着为您及您的客人服务。 you already knew the guest name . 你已经知道客人的姓名 prepared by: jimmy lei 起草人: approved by: div .head general manager 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f smoking or non-smoking then say : this way please. 询问信息： 人数，吸烟或不吸烟。然后 说： 这边请。 indicate the direction with your right hand. 用右手指引方向。 do not walk too fast and far ahead of guest. 不要走得太快，离客人太远。 ensure guest is following you. 保证客人跟着你。 distance should not be more than a meter。 距离不应该超过一米。 just enough space for guest enter comfortably . 只需要足够的空间让客人舒服地坐进去。 to know which table can seat guest. 知道哪张桌子可以引客人过去。 more professional . 更专业。 prepared by: jimmy lei 起草人: approved by: div .head general manager 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f coke( can) ;jugs( with juices or ice warwe) hot water pot; minaral water ( bottle) ; beer ; wine. 从左到右，从矮的项目到高的项目。 例 如：最矮的项目是：茶壶。所以， 从左 边开始； 垫着口布及垫碟的茶壶， 罐 装饮料，水匝（用来装软饮，果汁或冰 水， 水壶，瓶装矿泉水， 啤酒， 葡萄 酒。 *the label of the bottles must face to the guest 酒水的商标必需朝向客人。 * all the items must on a line ,the same item ould be put back 所有的项目必需保持一条线， 相同品种 可以放在后面。 e.o will tell us which kind of beverage that we should serve to guest e.o.单会告诉我们这台宴会需 要什么种类的酒水。 looks nice and prfessional 看起来干净及专业 prepareed by: jimmy lei 起草人: approved by: james p. smith 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f folded napkin; shaks fin bowl; soup spoon; pair of chopsticks; guest service spoon; silver chopsticks stand; chinese tea cup ; chinese tea cup saucer ; soy sauce dish, water glass 所需设备所需设备 : what to do 内容内容 how to do it 程序程序 why 目的目的 1.ensure appropriate equipment is clean and ready 2.set up table according to our standard check menu & identify is equipment needed for each course . 1.show plate distance table side 2 fingers 2.place the folded napkin on the show plate. 3.sharks fin bowl and soy sauce plate place above show plates left and right , distance 1 finger. 4.put spoon in the bowl and holder towards left. 5.silver dragon stands head towards soy sauce plate, and place silver spoon and chopsticks. 6.place tea saucer above the bowl and soy sauce plate, and place it in the middle. 7. put tea cup on and cup handle pointing right 8. put the glass on the right . it is essential for good planing to ensure our mis-en- place is available prepared by: jimmy lei 起草人: approved by: div .head general manager 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f&b 部门部门 :餐饮部餐饮部 job title: all staff 职务职务 : 所所 有服务员有服务员 task no: 82 号码号码 :82 task : how to take burger order 工作职责工作职责 : 怎样点汉堡包怎样点汉堡包 equipment required: 所需设备所需设备 : what to do 内容内容 how to do it 程序程序 why 目的目的 1.if guest order a hamburger cooked other than well done. 如果客人点汉堡包不要全熟的。 2. if a child order a hamburger. 如果儿童点汉堡包。 3. if guest orders a chicken burger: 如果客人点鸡肉汉堡包。 say : the hotel prefers to serve hamburgers cooked well done. 我们要对客人说：我们酒店建议您点 全熟的。 say : for children , our hotel only serves hamburgers cooked well done.( we never serve hamburgers to children cooked less then well done.) 我们要对客人说：对儿童我们酒店只 服务全熟的。（对儿童我们从来都是 服务全熟的。） we only cooked chicken well done. we do not ask guest how they would like their chicken burger to be cooked. 对鸡肉汉堡包我们不需要询问客人， 只提供全熟的。 f.s.m.s prepared by: jimmy lei 起草人: approved by: div .head general manager 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f&b 部门部门 :餐饮部餐饮部 job title: all staff 职务职务 : 所所 有服务员有服务员 task no: 83 号码号码 : 83 task : how to clear the chairs of banquet 工作职责工作职责 : 怎样收椅子怎样收椅子 equipment required: chair trolley 所需设备所需设备 : 椅子车椅子车 what to do 内容内容 how to do it 程序程序 why 目的目的 1 repare chair trolley 准备椅子车。 1.1 stack 8 chairs 每摞 8 张椅子。 2. use the chair trolley to transport them. 用椅子车运送它们。 3. always pull the trolley with chairs resting on your shoulder 拉椅子车时要靠在肩上。 safety. 安全。 prepared by: jimmy lei 起草人: approved by: div .head general manager 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f&b 部门部门 :餐饮部餐饮部 job title: all staff 职务职务 : 所所 有服务员有服务员 task no: 84 号码号码 : 84 task : how do we set tray stand 工作职责工作职责 : 怎样摆放托盘架怎样摆放托盘架 equipment required: 所需设备所需设备 : what to do 内容内容 how to do it 程序程序 why 目的目的 1.prepare tray stand and food tray when needed. 当需要的时候准备托盘架及托盘。 2. open tray stand and place empty tray on top. 打开托盘架把空托盘放上。 close tray stand and carry horizontal bar with left hand at waist lwvel. 合上托盘架， 用左手拿着放在腰间的 位置。 carry food tray on shoulder with right hand . 用右手把托盘驮起放在肩上。 move to desired destination. 走到指定的位置。 ensure it is stable. 保证托盘架稳定。 ensure it is not obstructing the passageway. 保证不妨碍通道。 ensure it is 3 feet away from table. 保证离桌子一定的距离。 prepared by: jimmy lei 起草人: approved by: div .head general manager 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f&b 部门部门 :餐饮部餐饮部 job title: all staff 职务职务 : 所所 有服务员有服务员 task no: 85 号码号码 : 85 task : how to clean pepper and salt shaker 工作职责工作职责 : 怎样清洁胡椒及盐盅怎样清洁胡椒及盐盅 equipment required: 所需设备所需设备 : what to do 内容内容 how to do it 程序程序 why 目的目的 collect all the salt / pepper shakers from the back station 从边台收集所有的胡椒及盐盅 send the salt and pepper shaker to dishwasher for washing 把胡椒及盐盅送去清洗。 separate and differentiate the salt and pepper (shaker with 5 holes-pepper and 3 holes-salt) 把胡椒及盐盅区别开。（胡椒盅为 5 眼的，盐盅为 3 眼的） pour out the salt and pepper into separate plastic container 把盐及胡椒分别倒入各自的塑料容器 中。 do not send the plastic stoppers 不要清洗塑料瓶塞。 shakers must be clean, with no chips 胡椒及盐盅必须干净没有破损。 use for refill. 用于重新使用。 prepared by: jimmy lei 起草人: approved by: div .head general manager 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f&b 部门部门 :餐饮部餐饮部 job title: all staff 职务职务 : 所所 有服务员有服务员 task no: 86 号码号码 : 86 task : how to refill pepper and salt shaker 工作职责工作职责 : 怎样添加胡椒及盐怎样添加胡椒及盐 equipment required: 所需设备所需设备 : what to do 内容内容 how to do it 程序程序 why 目的目的 1collect all salt / pepper shakers from dishwasher, clean and wipe dry 收集所有的胡椒及盐盅 stopper to be inserted to prevent spillage 盖好瓶塞防止外漏。 add rice grains to the container of salt and mix well 在盐盅里加入大米混合均匀。 once the salt / pepper shakers are dry, use a funnel to fill the salt and pepper into respective shakers. fill only up to 3/4 ful l 当胡椒及盐盅完全干燥，用漏斗把盐及胡 椒装入各自的盅里至 3/4 满。 wipe off spillage, if any and make sure it is clean 如果外漏，要擦净。 to prevent salt moist and get solidified 。 防止盐潮湿凝固。 prepared by: jimmy lei 起草人: approved by: div .head general manager 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f&b 部门部门 :餐饮部餐饮部 job title: all staff 职务职务 : 所所 有服务员有服务员 task no: 87 号码号码 : 87 task : how to pickup bread items 工作职责工作职责 : 怎样准备面包怎样准备面包 equipment required: 所需设备所需设备 : what to do 内容内容 how to do it 程序程序 why 目的目的 1.bread and butter are to be served as soon as the guest are seated and before the main course is served 当客人一入座或在服务主食前要服务客 人面包和黄油。 2. take a silver bread basket ( oval) 准备银面包筐。 3. take the bread from the bread warmer and arrange the bread neatly into the basket with napkin 从保温器上取面包然后用口布漂亮地放 入筐中。 4. go to fridge and place butter on a butter dish 从冰箱中取出黄油放在盘中。 go to kitchen service area with a tray . 拿托盘到厨房。 .make sure that balance crumbs have been removed by turning the basket over the dustbin . 确保面包渣被清理干净。 take a fresh white napkin, fold it into a pocket and place it into the bread basket. 拿一块干净的白口布叠好放在筐里。 check the bread is firm and semi-hard 检查面包是半硬的及很稳的被放在筐 里的。 ensure that bread is hot when served to the guest 保证服务给客人的时候面包是热的。 basket must be clean , dry not tarnished and free from stale crumbs. 面包筐是干净的， 干燥的， 没有生锈及没有面包 渣的。 use for put a selection of three different types of bread into the bread basket. 用于放三种选好的面包。 prepared by: jimmy lei 起草人: approved by: div .head general manager 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f&b 部门部门 :餐饮部餐饮部 job title: all staff 职务职务 : 所所 有服务员有服务员 task no: 88 号码号码 : 88 task : how to serve bread 工作职责工作职责 : 怎样服务面包怎样服务面包 equipment required: 所需设备所需设备 : what to do 内容内容 how to do it 程序程序 why 目的目的 1proceed to guest table with bread basket and butter on a tray. 托盘里准备好面包筐及黄油到客人 的桌边. 2.make presence felt by saying: “excuse me, may i” 态度友好及礼貌地对客人说: “ 对不 起.我可以” 3. place the bread and butter in the center of the table. 把面包及黄油放在桌子中间. standard number of bread basket and butter for each table. 每桌的面包筐及黄油的标准是: 1-3pax ( 1 bread basket with 1 butterdish) 1-3 位(1 个面包筐一碟黄油) always use pair of tones to place butter in plate even in the kitchen area( no bear hand ) unless butter has individual wrapping. 永远用夹子夹黄油,即使在厨房.(不可以用裸露的 手)除非黄油是被包装好的. 4 pax(1bread basket with 2 butterdish) 4 位(2 个面包筐 2 碟黄油) 5 pax(2bread basket with 2 butterdish) 5 位(2 个面包筐 2 碟黄油) 6 pax(2bread basket with 3 butterdish) 6 位(2 个面包筐 3 碟黄油) 7-8pax(3bread basket with 4 butterdish) 7-8 位(3 个面包筐 4 碟黄油) for 2 pax and above, multiply the quantity of bread by number of covers present 2 位或 2 位以上的客人,面包数量要根据人数相乘. have knowledge of the type of breads available 员工要有面包品种的知识. because f.s.m.s prepared by: jimmy lei 起草人: approved by: div .head general manager 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f&b 部门部门 :餐饮部餐饮部 job title: all staff 职务职务 : 所所 有服务员有服务员 task no: 89 号码号码 : 89 task :when do we upsell dessert 工作职责工作职责 : 什么时候推荐甜品什么时候推荐甜品 equipment required: 所需设备所需设备 : what to do 内容内容 how to do it 程序程序 why 目的目的 1.after the guest has completed the main course and table has been cleared and crumbed, obtain dessert menus from the side station 当客人用完主餐桌子收拾干净后， 从边 台上准备好甜品菜牌。 2. approach the table and present the dessert menu 走到桌边给客人呈菜牌。 check to ensure that the menus are clean and not torn 检查确保菜牌是干净的， 没有破损 的。 open the individual menus when presenting it to the guests 当给客人呈菜牌时，必须是打开的。 make presence felt by saying, “excuse me, sir / madam (use guest name if possible)“ 用亲切及友好的态度对客人说： “打扰了，先生/女士。（如果可能 用姓名称呼客人）。 present the menus to individual guests, starting from the ladies, followed by the gentlemen. the host is served last 把菜牌放到每一个客人的面前， 女 士优先，然后是男士。主人最后。 everything we shows to guest must clean . 我们拿到客人面前的东西 都要是干净的。 recognization . 认知。 prepareed by: jimmy lei 起草人: approved by: james p. smith 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f&b 部门部门 :餐饮部餐饮部 job title: all staff 职务职务 : 所所 有服务员有服务员 task no: 90 号码号码 : 90 task : how to upsell dessert 工作职责工作职责 : 怎样推销甜品怎样推销甜品 equipment required: 所需设备所需设备 : what to do 内容内容 how to do it 程序程序 why 目的目的 1 upselling desserts by recommendation 用介绍的形式给客人推荐甜品。 2. to show the dessert / cheese trolley if there is one on display 如果有展示车的话，推到客人面前。 3. if guest is not ready, inform them that you will be back later to take their order 如果客人没准备好，告诉他们你一会 儿回回来给他们服务。 4. if guest is ready, take and repeat their orders - thank guest and leave the table 如果客人准备好了，点单并重复，感 谢客人然后离开。 would you like to try it is the most popular in our restaurant“ 您要来一份它在我们餐厅是最受欢迎的。 “may i recommend / suggest / .“ “this is our house specialty 我能给您介绍/建议？这是我们酒店特制 的。 after upselling is done, do not persist if guest declines to have any desserts 当客人不需要时我们不要继续推荐。 proceed to ask if they would like to have any coffee / tea instead 继续询问客人是否需要咖啡/茶。 if there is a dessert / cheese trolley on display, push it to the table before presenting the menu or when upselling is carried out 如果有展示车的话，在给客人菜牌前把车推 到客人面前。 selling by suggestion 用建议方式推销产品。 dont let guest feel that we are pushing them. 不要让客人感觉我们硬 在推销。 prepareed by: jimmy lei 起草人: approved by: james p. smith 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f&b 部门部门 :餐饮部餐饮部 job title: all staff 职务职务 : 所所 有服务员有服务员 task no: 91 号码号码 : 91 task : how to clean and dust chair 工作职责工作职责 : 怎样清洁椅子怎样清洁椅子 equipment required: 所需设备所需设备 : what to do 内容内容 how to do it 程序程序 why 目的目的 obtain the duster from the side station 从边台上准备抹布。 dust must be clean and presentable 抹布必须清洁。 pull the chair out 拉出椅子。 dust the chair from the top then to the seat and the side especially the gap between the wooden frame and the cushion 从上到座位，特别注意到椅子缝隙， 框及座垫。 use a damp cloth to clean the wooden frame as there may be stains on it 用潮湿的抹布擦掉木框上的污渍。 push chair back to respect area 推回椅子。 easy for clean 方便清洁。 prepareed by: jimmy lei 起草人: approved by: james p. smith 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f&b 部门部门 :餐饮部餐饮部 job title: all staff 职务职务 : 所所 有服务员有服务员 task no: 92 号码号码 : 92 task : how to handle enquiries over the phone 工作职责工作职责 : 怎样处理客人的电话问讯怎样处理客人的电话问讯 equipment required: 所需设备所需设备 : what to do 内容内容 how to do it 程序程序 why 目的目的 listen to guest attentively 留心倾听客人的讲话内容。 repeat guests request 重复客人的要求。 provide guest with the necessary information 给客人提供必要的信息。 ask guest if there were anything else you can help with 询问客人是否有别的你可以帮忙的。 thank guest for calling 感谢客人的电话。 write down enquiries 做好记录。 tone of voice must friendly, patient, and polite 声音必须友好，耐心，礼貌。 use guests name if known 如果知道的话，要用客人的姓名。 if unsure ask for guests permission to check - say “please give me a minute to check sir / madam.“ 如果不确定，请求客人允许你查一下。 for reference 用于备查。 recognization . 认知。 prepareed by: jimmy lei 起草人: approved by: james p. smith 批准人: designation signature/ date 职位: 签字/日期 designation signature/ date 职位: 签字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 department: f&b 部门部门 :餐饮部餐饮部 job title: all staff 职务职务 : 所所 有服务员有服务员 task no: 93 号码号码 : 93 task : how to inform guest of daily specials/promotional items 工作职责工作职责 : 怎样向客人介绍每日特介怎样向客人介绍每日特介/促销品种促销品种 equipment required: 所需设备所需设备 : what to do 内容内容