五星级大酒店餐饮部管理全套服务手册

目录第一章酒店及餐饮部组织机构11XXX大酒店组织机构512XXX大酒店企业文化613餐饮部简介812餐饮部组织机构图11第二章餐饮部日常行为规范21仪容仪表1222礼貌待客141623电话礼仪171824迎送礼仪1925谈话礼节2026管理人员行为规范2127基本接待用语规范2224第三章餐饮部工作岗位职责2531餐饮部总监岗位职责2632餐饮部经理助理岗位职责2733餐饮部秘书岗位职责2834西餐厅经理岗位职责2935西餐厅副经理岗位职责3036西餐厅领班岗位职责3137西餐厅迎宾岗位职责3238西餐厅服务员岗位职责3339中餐厅经理岗位职责34310中餐厅副经理岗位职责35311中餐厅领班岗位职责36312中餐厅迎宾岗位职责37313中餐厅服务员岗位职责38314传菜领班岗位职责39315传菜员岗位职责40316宴会厅经理岗位职责41317宴会厅副经理岗位职责42318宴会厅领班岗位职责43319宴会厅服务员岗位职责44320酒吧经理岗位职责45321酒吧领班岗位职责46322酒吧吧员岗位职责47323餐务预定主管岗位职责48324预定员岗位职责49325管事主管岗位职责50326管事领班岗位职责51327保管员岗位职责52328洗碗工岗位职责53329清洁工岗位职责57330实习生岗位职责55第四章餐饮部标准作业程序SOPTHINGSBELONGTOTHEHOTEL,ORSOILEDCLOTHINGINYOURLOCKER5AVOIDTALKINGINLOUDVOICES,CLAPPINGHANDSORSNAPPINGFINGERSTOATTRACTTHEATTENTIONOFANOTHERPERSONWHENGUESTSAREPRESENT6NOWHISTLING,HUMMING,CHEWING,SMOKINGOREATINGINPUBLICAREASWHEREGUESTSCANSEEORHEARYOU7FRIENDSORMEMBERSOFYOURFAMILYARENOTALLOWEDTOVISITYOUATTHEHOTEL8DONOTDISCUSSPOLITICS,RELIGION,ORSCANDALSDONOTCRITICIZEGUESTSORDISCUSSANYCONTROVERSIALSUBJECTWITHGUESTSDOANSWERQUESTIONSABOUTTHEHOTEL,SIGHTSEEING,THECOUNTRY,ANDANYOTHERSUBJECTSTHATWILLMAKETHEIRSTAYMOREENJOYABLE程序1值岗期间不允许接听电话，领班会传递重要的信息给你。员工可以在值岗结束时以公用电话回复2及时向领班汇报意外情况的发生，所有不安全的隐患及现象都可能影响到客人的安危3检到客人遗失物品及时交给领班，领班可以根据客人记录将物品归还客人4不要保留易燃物品、食品、酒水、酒店财产、油污的制服在你的更衣柜里5在客人前，勿大声喧哗、击掌、打响指6勿在客人可以看见的公众区域打口哨、哼曲、咀嚼、抽烟、进食7你的朋友或家人不可在酒店拜访你8勿谈论政治、宗教、个人信仰。不要与客人谈论敏感话题。回答客人有关酒店、景点观光的问题，以使客人尽可能多停留在酒店9DONOTGATHERINGROUPSTODISCUSSPERSONALMATTERSORBUSINESS10DONOTSPENDTOOMUCHTIMEINCONVERSATIONWITHTHESAMEPERSONREMEMBERTOTREATGUESTSEQUALLY11DONOTUSETHEFIRSTNAMESOFGUESTSUNLESSINVITEDTODOSO12DONOTBEARGUMENTATIVEWITHYOURCOWORKERS13NOMOBILEPHONEAND/ORPAGERTOBECARRIEDWHILEONDUTY14NOVISITAMONGSTDEPARTMENTSISALLOWEDWHETHERYOUAREONOROFFDUTY15HANDLEICEPROPERLYUSECLEANSCOOPSORTONGSTOPICKUPICENOTWITHGLASS16AVOIDTOUCHINGFOODCONTACTSURFACESOFDISHES,UTENSILS,ANDSOONTHEFOODCONTACTSURFACEISTHESURFACETHATWILLBETOUCHEDBYFOODORDRINK17SMOKEANDEATONLYINDESIGNATEDAREAS18KEEPHOTFOODSHOT,ANDCOLDFOODCOLD19KEEPYOURWORKAREACLEAN20DONOTUSECONTAMINATEDTABLEWARE21DISPOSEOFWASTEPROPERLY22KEEPINSECTSANDANIMALSOUTOFYOURRESTAURANT9勿聚众聊天，谈论个人私事10勿花费过多时间与一位客人交谈过多时间，记住需有效的接待每位客人11勿直接称呼客人的名字而没有姓士称谓，除非被客人要求12不要与你的同事发生争执13值岗时不得使用手机或呼机14无论上班与否，不得进行部门的参观15使用干净的冰铲或冰夹服务冰块16避免手直接接触菜肴，餐具。17在指定的区域吸烟和用餐。18热菜热上，冷菜冷上。19保持工作区域的清洁。20不要用有污渍的餐具。21正确地处理垃圾。22昆虫和动物应远离餐厅XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务安全意识与事故防范序号SOP08FBWS04STANDARDSAFETYANDACCIDENTPREVENTION标准保持安全放火意识，了解措施PROCEDUREEMPLOYEESAREREQUIREDTOOBSERVEALLSAFETYRULESANDREGULATIONSONTHEJOB1BECAREFUL,ALERT,ANDAWAREOFYOURSURROUNDINGSALWAYSTHINKSAFETY2IFYOUAREINDOUBTABOUTTHESAFEMETHODOFPERFORMINGYOURWORK,ASKYOURSUPERVISORBEFORESTARTINGTHEJOB3REPORTANYACCIDENTORINJURYTHATOCCURSONTHEJOBTOYOURDEPARTMENTHEADORSUPERVISORIMMEDIATELYANINJUREDEMPLOYEEMUSTCHECKWITHHISDEPARTMENTHEADBYPHONEORINPERSONTOREPORTONTHEOUTCOMEOFHIS/HERVISITWITHTHEDOCTOR4KEEPWORKAREASCLEANPUTAWAYANYEQUIPMENTORTOOLSAFTERUSINGTHEMANDCLEANUPSPILLSIMMEDIATELY5LEARNTOLIFTANDBENDPROPERLYGETHELPIFALOADSEEMSTOOHEAVYFORYOUTOLIFTSAFELY6DONOTRUN,HORSEPLAY,ORENGAGEINPRACTICALJOKESWHILEONTHEJOB7REPORTALLUNSAFECONDITIONSANDPRACTICESSUCHASWETORSLIPPERYFLOORS,FAULTYEQUIPMENTANDMACHINERYTOYOURDEPARTMENTHEAD8OBEYALL“NOSMOKING”SIGNSINKITCHENSANDOTHERPUBLICAREAS9INCASEOFFIRE,PICKUPTHENEARESTPHONEANDTELLTHEOPERATORWHERETHEFIREISLOCATEDBESURETOTALKCALMLYANDQUIETLYTHEN,PICKUPTHENEARESTFIREEXTINGUISHERANDTRYTOPUTOUTTHEFIRE,ORCONTROLTHEFIREUNTILHELPARRIVESSTAYCALMANDHELPTHOSEWHONEEDHELP程序所有员工必须了解你的工作环境，保持安全意识1时刻保持警惕，拥有防范意识，时刻想到安全第一2开始工作前，如你对工作的安全有怀疑，告之你的领班或经理3及时汇报以外事故或伤害给你的领班或部门负责人，受伤的员工在经过医院检查后，需本人通过电话或当面向部门经理反馈结果4保持工作区域整洁，将打扫工具放在指定地点，并及时清洗5正确使用升降机，如果发现货物过重应寻求帮助，确保升降机的安全6值岗时不要大声喧哗，跑步、互相开玩笑7向你的部门负责人汇报一切不安全的因素，如湿滑的地面,破损的设备和机器。8严格遵守厨房和其它公共区域的禁烟标识的要求。9如遇火灾，用最近的电话通知总机发生火灾的位置。保证说话时冷静和平静。接着用离你最近的灭火器去灭火，或者控制火势直到救援人员的到来。待在原地帮助那些需要帮助的人。XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务部门入职教育序号SOP08FBWS05STANDARD标准ALLEMPLOYEESMUSTATTENDANORIENTATION所有员工必须参加入店教育PROCEDUREALLEMPLOYEESMUSTATTENDANORIENTATIONONTHEFIRSTDAYOFEMPLOYMENTORIENTATIONPROGRAMSINCLUDE1WELCOME2FOODPUTTHREEPIECESOFBUTTERFOREACHONEGUESTINTOBUTTERDISHTHENUMBEROFBUTTERDISHACCORDINGTOTHECOVERSTHEBUTTERDISHSHOULDBECLEANANDNOCHIPPED3USEASERVICETRAYSTANDONTHELEFTSIDEOFGUESTMAKEAPLACEFORTHEBUTTERDISHATAHEADOFBUTTERKNIFEWITHSMILEANDSAY“ITSTHEBUTTERWITHBREAD”4STANDONTHELEFTSIDEOFGUEST,LEFTHANDHOLDBREADBASKETTHERIGHTHANDWITHSERVICEFORKANDSPOON,SMILINGANDPOLITELYSAY“EXCUSEME,WHICHKINDOFBREADWOULDYOULIKEWEHAVE”USESERVICETOYBRINGBREADTOGUESTSBBPLATE5MAKEROUNDWITHTABLE,ADDBREADANDBUTTERTOTHEGUESTIFNEEDINTHERESTAURANTDONOTTOUCHTHEBREADANDBUTTERBYHANDSDIRECTLY6PREPAREMARGARINEBUTTERINTHERESTAURANT,IFTHEGUESTSNEEDITWILLBEAVAILABLE程序1准备至少两只面包篮，将一块口布按照标准摆在面包篮中，用服务叉匙从饼房取出新鲜的烘烤过的面包按照标准放入面包篮中（面包必须是热的）2根据客人人数准备黄油盅，按每人三块黄油的标准放入黄油盅中，黄油盅必须保持干净且无破损。3使用托盘，面带微笑的站在客人的左手边，将面包盘上方移出空位，将黄油盅放在黄油刀上方，告知客人是配的黄油。4面带微笑的站在客人的左边，左手拿面包篮，右手拿服务叉匙，礼貌地询问客人“请问你需要那种面包我们有”用服务叉匙将客人选取的面包放于客人的面包盘上。5巡视餐桌时主动为客人添加面包和黄油，如客人需要，可免费为其添加。在餐厅里，千万不要用手直接接触面包和黄油。6餐厅需准备植物黄油，如有客人需要可以及时提供。XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务食品点单序号SOP08FBWS29ASTANDARDWAITER/WAITRESSTAKESTHEGUESTSFOODORDERORWHENEVERTHEGUESTINDICATESHIS/HERREADINESS标准服务员可为客人进行食品点单，或随时听候客人点单PROCEDURE1THEWAITER/WAITRESSTAKESGUESTSFOODORDERS,ANDSTARTSWITHTHELADIES2THEORDERTAKERSHOULDUSESUGGESTIVESELLINGTECHNIQUES3THEWAITER/WAITRESSRECORDSTHEORDER,TABLENUMBER,NUMBEROFGUESTS,DATE,ANDSERVERNAMEFORREFERENCE4THEWAITER/WAITRESSPAYSSPECIALATTENTIONTOREQUESTSSUCHASNOSAUCE,RARE,WELLDONE,WITHOUTGARLIC,ETC5THEWAITER/WAITRESSREPEATSTHEFOODORDERTOTHEGUESTINTHESAMEORDERINWHICHITWASTAKEN6RETRIEVETHEMENUSAFTERYOUHAVEREPEATEDTHEGUESTORDER7RETURNTHEMENUTOTHESTATIONANDTHENGIVETHEFOODORDERTOTHEKITCHEN程序1服务员开始为客人点单，从女士开始。2在点单时服务员应使用推荐销售技巧。3服务员记下客人的要求，台号、客人人数、日期和服务员的名字。4服务员需特别注意客人的特殊要求，例如不加汁，半熟的肉，全熟，不加蒜等。5服务员需重复客人所点的东西和要求。6再重复客人的要求后取回菜单。7把菜单放回原处然后将点单传到厨房。XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务填写点菜单序号SOP08FBWS30STANDARDCAPTAINSORDERWILLBEFILLEDOUTNEATLYANDACCURATELYTOAVOIDCONFUSION标准要正确整洁地填写点菜单，以免混淆或错误。PROCEDURE1ASSOONASTHEGUESTISSEENTOBEREADY,THEORDERWILLBETAKEN2TAKETHEORDERFROMLADIESFIRST,ANDTHENGENTS,FINISHINGWITHTHEHOSTASKINACLEAR,PLEASANTTONE“MAYIHAVEYOURORDERPLEASE”3ASSISTGUESTSWITHORDERANDMAKESUGGESTIONSUSEUPSELLINGTECHNIQUES4DONOTAPPEARIMPATIENTSHOULDTHEGUESTSTAKEALONGERTIMETODECIDESUGGESTTHATYOUWILLCOMEBAKEINAMINUTEORTWOMAKINGCERTAINNOTTOFORGETTORETURN5IFUNSUREASTOWHETHERGUESTSHAVEORDERED,CHECKANDASKANYSTAFFTAKESTHEORDERFORYOU6INFORMGUESTWHENYOUAREBUSYANDCANNOTATTENDTOTHEMSAYIWILLBEWITHYOUINAMOMENT7MENTIONANYEXTRACHARGESTOTHEGUESTPOLITELYANDTACTFULLYIWISHTOINFORMYOUINAMOMENT8REPEATORDERTOGUESTS,ANDTHENTHEWAITER/WAITRESSWILLCOLLECTEACHMENUFORMTHEGUEST,SAYTHANKYOU9FILLOUTTHECAPTAINSORDERUSINGABLACK/BLUEBALLPOINTPENALLCHECKSMUSTHAVEWAITER/WAITRESSSNAMETABLENUMBER程序1如果客人看上去准备点单，马上为客人点单。2点单按照先女士后男士的，最后是主人的原则，请清晰的询问客人“我可以为您点单吗”3协助客人点单并给出意见，使用促销技巧4如果客人花很长时间去做决定，不要表现出不耐烦的样子，一至两分钟内要不断给出建议，客人决定后要重复客人的点单。5如果不能确定客人是否已经点单，检查并询问客人“有人为您点单吗”6当你因为很忙，或为其他客人服务时而不能为客人点单时，要告之客人“我很快为您服务”7如果提及有关额外付费的项目，要礼貌机智的回答客人“我一会通知您，好吗”8重复客人的点单，从餐桌上收起所有的菜单，并向客人道谢。9填写点菜单需使用兰色或黑色的圆珠笔，检查点菜单上是否有服务人员的姓名桌号客人的人数NUMBEROFGUESTSDATECORRECTABBREVIATIONFORITEMSORDEREDAMOUNTOFDISHESORDERED10INPUTCAPTAINORDERTOTHECOMPUTER,ANDPASSTOKITCHENKEEPTHECAPTAINORDERFORYOUREFERENCETOREMEMBERWHICHGUESTSHADWHICHDISHES,SOTHATDURINGSERVICETHESEDISHESCANBEDELIVEREDTOTHEGUESTWITHOUTCONFUSIONPOINTSTOREMEMBERWHENFILINGOUTACAPTAINORDERDONOTERASEIFTHEREISANERRORORACHANGEDRAWALINETHROUGHTHEMISTAKEWRITELEGIBLYGROUPTHEFIRSTCOURSEANDSECONDCOURSEUSEDIFFERENTCAPTAINORDERFORBEVERAGESWRITETHECORRECTABBREVIATIONWRITEDOWNALLREQUIREMENTSORSPECIALREQUESTONTHECAPTAINORDERIDENTIFIEDTHEGUESTCHOICEWITHNUMBERSSPECIALMARKFORLADIESLADYTOBESERVEDFIRST日期，时间正确的缩写正确的分量10将点菜内容输入电脑并传入厨房，将点菜单留给自己，这样可以了解什么客人点了什么菜，在服务时就不会混淆。记住在写点菜单时，如果有更改，不要擦，在错误的地方用一道线划掉要写的很清晰所有的第一道菜和第二道菜要分填写点酒单要与点菜单分开并且样式要不一样正确的缩写在点菜单上将所有要求以及特殊要求写清晰。对客人所点的要标注符号或号码。要先为女士服务，所以要特别标注女士所点的。XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务特殊点单序号SOP08FBWS31STANDARDWHATTODOIFTHEGUESTORDERSOMETHINGSPECIALTHATISNOTONYOURMENUBUTISONTHEMENUOFANOTHEROUTLET标准当客人点了其它营业点的菜，应该如何处理。PROCEDURE1IFAGUESTREQUESTSANITEMORITEMSWHICHDOESNOTAPPEARONYOURMENUAEXCUSEYOURSELFBFINDYOURSUPERVISORANDEXPLAINTHESPECIALORDERTOHIM/HERCIFYOURSUPERVISORISNOTSURE,HE/SHEWILLRECHECKWITHTHECHEFINCHARGE2IFAGUESTREQUESTSADISHORANITEMORITEMSWHICHDOESNOTAPPEARONYOURMENU,BUTISONTHEMENUOFANOTHEROUTLETAINFORMYOURSUPERVISORBTHESUPERVISORSHOULDCALLTHECHEFINCHARGEOFTHEKITCHENCONCERNEDTOCHECKTHATTHEDISHINQUESTIONISAVAILABLE,THEPRICEANDTHETIMEFORPREPARATIONCFEEDBACKTOTHEGUESTASSOONASPOSSIBLE,ANDTOCHECKIFHE/SHESTILLWANTSTHEORDERIFYES,MAKETHEORDERRIGHTAWAYWITHTHECHEFINCHARGECONCERNED,ANDEXPLAINTOHIM,ATRANSFERORDERWILLBESENTWHENTHEFOODISPICKEDUP3INGENERALEVERYTHINGISAVAILABLEFROMTHEKITCHENANDBARTRYTOAVOIDUSINGTHEWORDNOIFASPECIALORDERISNOTONTHEMENUBUTCANBECREATED,CHECKWITHTHECHEFINCHARGEFORPRICING程序1如果客人点的菜不在菜单中A向客人表示歉意。B向领班报告说明情况。C如果领班也对此不确定，需与当班的厨师核对商议。2如果客人点了其它营业点的菜，你的菜单中没有A通知领班。B领班需要与当值的厨师商议，确认是否可以提供这道菜，价格以及需要的准备时间。C立刻向客人反馈信息，确认其是否仍然要点这道菜。如果是，将点单迅速送给当值厨师，并告知这是一个交错点单。3总的来说，我们的厨房和酒吧可以满足客人所有的需求。尽量避免拒绝客人。如果客人点的菜不在菜单范围之内，但是可以烹饪出来，需与当值厨师商议菜的价格。XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务按点单服务餐具序号SOP08FBWS32STANDARDWAITERORWAITRESSADJUSTCUTLERYACCORDINGTOTHEORDEREXACTLYANDQUICKLY标准服务员根据客人的点单准确、快速的调整餐具。PROCEDURE1READORDERSCAREFULLY,GETCUTLERIESFROMTHESERVICESTATIONACCORDINGTOGUESTSORDERANDSERVICEGUIDE2CHECKALLTHECUTLERIESENSUREALLTHECUTLERIESMUSTBECLEAN,WELLPOLISHED,NOCHIPPED,LOOKLIKEPROFESSIONALMANNERS3PLACETHECOLLECTEDCUTLERIESONTHESERVICETRAYNEATLY4STANDARDPROFESSIONALLYATTHERIGHTSIDEOFGUESTTOCHANGECUTLERIES5REMOVETHECUTLERYNOTNEEDEDFIRSTPUTITONTHETRAY6MAXIMUMSETUPOF3COURSESONTHETABLE7PUTMAINCOURSECUTLERYINTHEINTERMOST,THANTHEADDITIONALCUTLERY,ACCORDINGTOTHECOMINGPROCEDURE程序1仔细看定单,根据客人的订单从工作柜中拿出餐具2检查所有餐具,餐具必须干净，擦干净无缺口，看上去好的管理3把餐具放在托盘上4标准是从客人右手边开始。5将不需要的餐具先撤下放在托盘上。6桌上不要放置超过3套菜的餐具。7主菜餐具一定要放置在桌上，再添加其它餐具。餐具在桌上的摆放顺序和上菜程序一致。XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务传菜序号SOP08FBWS33STANDARDACCORDINGTOCAPTAINORDERANDSERVICEGUIDE，DELIVERDISHQUICKLYANDEXACTLYBYCOOPERATIONWITHCHEF标准根据订单和操作标准，和厨房合作快速准确的传菜。PROCEDURE1PREPARETOPICKUPKNOWTHEPREPARATIONTIMEANDACCOMPANIMENTOFEACHDISH,ANDGETACLEANGOODCONDITIONRECTANGULARTRAY2PICKUPTHEAPPETIZERFIRSTIFITSORDER3IFNOAPPETIZER,SOUPSHOULDBEPICKEDUPFIRST4AFTERSOUP,WILLBEMAINCOURSE,THENDESSERT5PLACENEATLYONTHEBUSSINGTRAYWALKSTEADILYWHENCARINGTHETRAY6CHECKTHEFOODCONTENTANDTHEQUALITY,MAKESURETHATITSYOURORDER,THEPRESENTATIONISCORRECTANDAPPETIZING7BRINGTHEFOODSTRAIGHTLYTOGUESTTABLEANDTOBETHEPROPERGUEST程序1准备上菜需事先了解各种食物的准备时间和备菜及配料，并准备好干净的托盘。2如果客人点了头盆，先出头盆。3如果客人没有点头盆，汤要先出。4出完汤后，出主菜，再出甜品。5按顺序装盘，托托盘走时注意平稳。6检查食品满意，合格，确定你点的准备的食品正确并能刺激开胃。7把食物正确的送到所点的客人桌前。XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务清理面包渣序号SOP08FBWS34STANDARD标准CLEANINGTHECRUMBSPROMPTLY,AFTERTHEGUESTFINISHTHEMAINCOURSE在客人用完主菜后，迅速为客人清理餐桌上的面包屑PROCEDURE1PUTTHESWEEPERONTHESTATIONBEFORETHEDINNERSERVICEANDINSUREEVERYTHINGISCLEANLY2USETHESWEEPERTOCLEANTHETABLEIMMEDIATELYAFTERTHEMAINCOURSEHASBEENTAKENAWAY3STANDBYTHELEFTHANDOFTHEGUESTHOLDTHESWEEPERUSERIGHTHAND,CLEANTHETABLEACCORDINGTOTHESEQUENCEFROMTHEUPSIDETOTHEDOWNSIDEFROMTHERIGHTTOTHELEFT4THESEQUENCEOFCLEANINGTHETABLELADYANDVIPFIRST,SERVEDANTICLOCKWISE5CLEARUPTHESWEEPERBEFOREPUTTINGONTHESTATION6ONLYTHECLEANSWEEPERCANBEPUTINTOTHESTATIONAFTERSERVICE程序1晚餐开餐前，将扫台专用的扫台器备于工作柜上并确认所有工具都保持清洁。2为客人撤去主菜后，立即用扫台器为其扫台。3站于客人左手边；用左手持小刷子，按从上到下，由右至左的顺序，将客人面前的面包屑清除干净。4扫台的顺序为先女士或主宾，按逆时针方向的顺序服务。5扫完台后，要将扫台器上的面包屑清理干净，再放回至工作柜上。6晚餐结束后，收档时，要将扫台器和小盘子清理干净，方可收回工作柜内。XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务服务牙签序号SOP08FBWS35STANDARDPLACETHETOOTHPICKONTHECENTEROFTHETABLE标准为客人扫完台后，迅速将牙签上于客人餐桌AFTERCLEANTHETABLE中间PROCEDURE1PREPARE3SETSOFTOOTHPICKHOLDERWITHTHEDOLLYPAPERONTHESAUCERPUTTHEMONTHESTATIONBEFORESERVICE2PLACETHETOOTHPICKHOLDERONTHECENTEROFTHETABLEWITHTHESAUCERAFTERCLEANTHETABLEIFTHEREISACOVERONTHEHOLDER,PUTTHEHOLDERONTHERIGHTSIDE3ONETOOTHPICKHOLDERFOR14GUEST,TWOTOOTHPICKHOLDERFOR58GUESTS4ONLYTHECLEANEDANDREFILLEDTOOTHPICKHOLDERCANBEPUTINTOTHESTATIONAFTERTHEDINNERSERVICE程序1开餐前，准备3套清洁的牙签筒于垫好花垫纸的垫碟备于工作柜上。2为客人扫台后，迅速将牙签筒放于垫碟上，上于客人餐桌中间。若牙签筒有盖，需将牙签筒放于桌上后，随手将盖取下，放在牙签筒右边。3若客人人数为14人，则上1套牙签筒即可；若客人人数为58人，则上2套牙签筒；以次类推。4晚餐结束后，收档时，需将牙签筒清理干净，保证无污渍，并按标准补充牙签后，方可收回工作柜。XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务甜品/咖啡/茶的服务序号SOP08FBWS36STANDARDOFFERDESSERTANDCOFFEE/TEA标准在客人用完餐时，服务员应该主动提供甜点，咖啡或茶水。PROCEDURE1THEWAITER/WAITRESSSHOULDRECOMMENDDESSERTWHENGUESTSCOMPLETETHEIRLUNCHORDINNER2THEYSHOULDALSOASKGUESTSIFTHEYWOULDLIKECOFFEEORTEA3THEWAITER/WAITRESSRECORDSTHEORDERDESSERT,ANDFOLLOWDESSERTS,ANDFOLLOWSTHEORDERPLACINGPROCEDURES4FROMTHERIGHTSIDEANDWITHTHERIGHTHAND,SERVETHELADIESFIRSTPLACEMAINITEMSONTHETABLESOTHATTHEYFACEGUESTS5PREPARECOFFEE/TEACUP,CREAMER,SUGAR,ANDLEMONIFREQUESTED6ENSURECOFFEEANDTEACONDIMENTSAREAVAILABLEONTHETABLE程序1当客人用完中餐或晚餐时，服务员应该给客人推荐甜点2服务员也应该问客人是否想要咖啡或茶3服务员记录客人点单,依照次序上甜品4用右手从客人的右侧上，以女士优先的顺序，将甜品的正面展示给客人5准备咖啡、茶杯，奶、糖、柠檬（如有要求）6确保咖啡、茶的配品同时服务给客人XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务服务菜肴序号SOP08FBWS37STANDARDSERVICEDISHESEXACTLY标准准确的服务菜肴PROCEDURE1AFTERSERVICEORDERSGIVINGTOTHEKITCHEN,THEBUSBOY/GIRLSHOULDPRECHECKTHECOPYOFMICROSSORDER2ADJUSTTABLECUTLERYACCORDINGTOTHEGUESTORDER3THEBUSBOY/GIRLSHOULDCALLOUTTHEFOODTHROUGHTHECHEFINCHARGEWHENTHEWAITER/WAITRESSWANTSTHEFOODFROMTHEKITCHEN4AFTERADDITIONALCUTLERYHASBEENSETUPORCHANGEDANDTHETABLEHASBEENRECHECKEDBEFORETHEFOODISCOMING5AFTERTHEFOODHASBEENPREPARED,THESERVICEEMPLOYEESHOULDCHECKTHEFOODISRIGHTANDCARRYITONTOASERVINGTRAY,ANDTAKESITIMMEDIATELYTOTHEDININGROOM6SERVEFOODTOLADIESFIRST,FROMTHEIRRIGHTSIDEWITHYOURRIGHTHAND7WHENSERVINGTHEFOOD,PLACETHEFEATUREDITEMSOTHATITFACESTHEGUEST8IFTHEPLATEISHOT,INFORMTHEGUEST9AFTERFOODHASBEENSERVEDSAY“ENJOYYOUR_BREAKFAST,LUNCH,DINNER”程序1确保厨房收到食品定单后，走菜员需仔细检查每张餐台的走菜联2依据客人所点菜肴调整餐具3走菜员在得到值台员的通知后需及时开始叫菜4值台员工需在上菜前调整餐具并重新检查确保无误。5菜肴出品后，走菜员需检查确认出品再使用托盘及时送至前台餐厅6服务菜肴以女士优先，从客人的右侧使用右手服务7菜肴应以正确的展示面摆放在客人面前8如果是热盘的菜肴，需提醒客人9菜肴上桌后应说这是您点的，请慢用XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务征求客人对菜肴满意程度序号SOP08FBWS38STANDARDASKTHEGUESTWHETHERTHEYARESATISFIEDWITH标准礼貌适时地征求客人对菜肴的满意程度，加DISH,STRENGTHENTHECOMMUNICATIONWITHTHEGUESTRESOLVETHEGUESTSCOMPLAINTSONTIME强与客人的交流或及时答复补救客人对菜肴和服务的意见。PROCEDURE1INQUIRETHEGUESTWHETHERTHEYARESATISFIEDWITHTHEDISHESAFTERALLTHEMAINCOURSEPRESENTED5MINUTESLATERBYHOWABOUTXXXXAREYOUSATISFIEDWITHTHISDISH2IFTHEGUESTSATISFIEDWITHTHEDISHESWISHTHEGUESTTOENJOYTHEMEAL3IFTHEGUESTUNSATISFIEDORCOMPLAINEDWITHTHEDISHES,REPORTTOTHECAPTAINORMANAGERIMMEDIATELYRESOLVETHEPROBLEMSFORTHEGUEST4INQUIRETHEGUESTSWHETHERTHEYARESATISFIEDWITHTHEDISHESBY“DOYOUHAVEANYSUGGESTIONSONTHEDISHES”WHENTHEGUESTSPAYTHEBILLTHENTHANKTHEGUESTSANDGIVETHEEARLIESTREPLY程序1在主菜上完客人开始食用后的5分钟左右，及时真诚地征求客人对菜肴的满意程度“您觉得今天的XXXX口味怎么样您还满意吗”2若客人表示满意，祝客人用餐愉快。3若客人表示不满意或有意见，及时向领班或经理汇报，为客人解决。4在结帐的同时再征求意见，“您对我们的菜肴和服务有何建议吗”及时答复并感谢客人。XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务回收脏餐具至后场序号SOP08FBWS39STANDARDTAKEDIRTYCUTLERYTOTHESTEWARDINGWITHHIGHREGARDTOSAFETYWITHMINIMUMBREAKAGE标准所有脏餐具需放在托盘上送至洗碗间，必须要小心以减少报损。PROCEDURE1PLACETHEDIRTYCUTLERY,PLATESONTHETRAYTHENBUSSEDBACKTOSTEWARDINGAREABYRUNNER2ONTHETRAYITEMSARESORTEDTOASSISTTHESTEWARDSITEMSARESORTEDINTHEFOLLOWINGMANNERCUTLERYPLACEDBYSORTINGPLATEAREPLACEDONSIMILARPILESGLASSWAREISEMPTIEDINTOTHELIQUIDSBINANDRACKEDINTHEIRRACKSSTRAWS,FOODSCRAPS,PAPERNAPKIN,DOILY,AREDISCARDED3WAITINGINTHESTEWARDINGROOM,TAKEBACKTHECLEANCUTLERYANDPLATESTOTHEBACKOFTHERESTAURANT,ANDPOLISHNBBECAREFULNOTTHROWCUTLERYINTHEGARBAGEBIN程序1将撤下的脏盘与餐具放入托盘上，直接撤回后场送至洗碗间。2将餐具在托盘上分类以协助餐务人员，各种物品按以下方式分类刀叉分类摆放；盘子分类叠放需叠放的盘子确认无污物，以防侧滑造成损坏；玻璃杯具里的残留液体倒进相应的容器里后分类放在杯筐里；将吸管、食物残渣、口纸、花垫纸扔掉。3在洗碗间等候，将洗净的餐具与器皿带回餐厅后场擦干净注意留意不要将刀叉扔进垃圾桶XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务清理台面序号SOP08FBWS40STANDARDCLEANEVERYTHINGONTHETABLEWHICHGUESTSDONTNEEDCLEANINGISDONEWITHAMINIMUMOFFUSSANDDISCOMFORTFORTHEGUESTSANDISCARRIEDOUT标准清理客人桌面所有不需要的物品。清理台面时，将对客人的影响和干扰尽可能降到最低，动作要平稳而快速。SMOOTHLYANDEFFICIENTLYPROCEDURE1CLEANTHEPLATESAFTEREVERYGUESTOFSAMETABLEHAVEFINISHEDTHATCOURSE2LADYFIRSTWHENTAKEAWAYPLATES,OPERATINGACCORDINGTOCLOCKWISE3ALLCUTLERYPLACEDBYSORTINGONTHESILVERTRAY,AVOIDMAKINGANYNOISE4TAKEAWAYBREADPLATESANDBUTTERDISHESTOGETHERWITHCLEANINGMAINCOURSEPLATES5AFTERCLEANMAINCOURSEPLATES,SHOULDTAKEAWAYSALTANDPEPPERSHAKERLEAVECUTLERYFORDESSERT,CHINAWAREFORCOFFEEORTEA,GLASSESANDFLOWERVASEONTHETABLE6WHENMAKINGAROUND,SHOULDTAKECAREGUESTSTABLEOFCLEANINGCIGARETTECASEANDUSEDPAPERNAPKIN,CHANGINGASHTRAY,TOENSURETHETABLEISCLEAN程序1撤盘时要餐桌上的客人都用完同道菜才可以进行。2从女士开始撤盘，按顺时针方向进行操作。3放入银托盘时将餐具归类摆放，并避免发出声响。4撤主菜盘时，一并撤下客人的面包盘与黄油碟。5撤完主菜后，除饮料，甜品餐具咖啡茶具和花瓶外，其余物品如椒盐瓶，调味料等一并清理干净6巡台过程中，如发现客人餐桌上有不需要的杂物，如空的香烟盒，用过的餐巾纸等，需立即清理，保证客人桌面干净。XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务接近餐桌序号SOP08FBWS41STANDARD5GREETTHEGUESTSWITHIN30SECONDSAFTERTHEYARESEATED6GIVEANOPENMENUTOEACHGUESTSINTHECORRECTORDER标准1在客人落座后30秒内，问候客人。2打开菜单并按正确的次序递给客人PROCEDURE1GREETTHEGUESTSGREETTHEGUESTSWITHIN30SECONDSAFTERTHEYARESEATEDBERELAXED,PLEASANT,ANDPROFESSIONALINTRODUCEYOURSELFBYNAME,FOREXAMPLE“GOODEVENING,IAMCARLOS,YOURWAITERFORTHISEVENING”IFYOUAREUNABLETOGREETYOURGUESTSWITHIN30SECONDS,STOPBYTHETABLEANDLETTHEMKNOWYOUWILLBEBACKSOONAPOLOGIZEFORTHEWAITWHENYOURETURN2TRYTOBRINGTHEMENUS,IFNEEDEDGIVEANOPENMENUTOEACHGUESTSINTHEFOLLOWINGORDERCHILDREN,WOMEN,MENPRESENTTHEMENUFROMTHERIGHTHANDSIDE,USINGYOURRIGHTHANDHANDTHEWINELISTTOTHEHOSTIFTHEREISONEIFNOT,PLACETHEWINELISTONTHETABLEINTRODUCEYOURSELFANDTELLTHEGUESTSWHOTHEIRWAITER/RESSISFORTHATEVENING程序1问候客人客人落座后30秒内问候客人，要轻松，愉快和专业介绍你的名字，例如“晚上好，我是卡洛斯，今晚将由我来为你服务如果你不能在30秒内问候客人，在桌边停留一下，要让客人知道你很快就会回来当你返回时，要向客人道歉让他久等了2如果需要，尽量带着菜单按照如下次序递给每位客人一份打开的菜单儿童、女士、男士用你的右手，从客人的右手边递菜单如果只有一份酒单，就递给主人，如果不是就把酒单放在桌上自我介绍并告诉客人今晚将由你为他们服务XXX大酒店标准与程序职位全体员工部门餐饮部部门经理总经理批准日期任务准备客人帐单序号SOP08FBWS42STANDARDVERIFYTHATTHEGUESTWISHESTOSETTLEBILLBYASKING“WOULDYOULIKEYOURCHECKSIR“PRESENTTHECHECKWITHAPENANDACHECKFOLDERORACHECKTRAYINFORMTHEGUESTIFGRATUITYISINCLUDED,ANDTHEAMOUNTOFTHECHECK标准确认客人是否需要结帐可询问“请问您是需要结帐吗”使用帐单夹或帐单托和笔一起将帐单递给客人告之客人帐单最后的数目（如包含服务费）KEEPTHECHECKANDCHECKFOLDERCLEANANDDRYNOSTAINS,NOSPILLS,NOSLOPPY保持帐夹及帐单干净（没有污渍、水渍、潮湿的）PROCEDURE1UPONTHEGUESTSREQUEST,THEWAITER/WAITRESSGOESTOACASHIERSTATIONANDREQUESTABILLFORTHEPARTICULARTABLENUMBER2THECASHIERSUMMARIZESTHEBILLANDGIVESITTOTHEWAITER/WAITRESS3VERIFYTHEITEMSPRINTEDONTHECHECKBEFORETAKINGTHECHECKTOTHEGUEST4IFYOUARENTS