酒店管理会所 浦东香格里拉酒店餐饮标准第一部.pdf

3 3 Food BeverageFood Beverage Core PracticesCore Practices 餐饮部核心规范餐饮部核心规范 2011 9 301 Dear Shangri La Ambassadors 亲爱的香格里拉大使们 We have created 88 Core Practices after examining all moments of truths and we must utilize them at all times to create competitive advantage being efficient 100 consistent and exceeding guest expectations and our guests are delighted each time we interact with them Service is like love it is not the words that matters it s the actions 充分审视 服务的关键时刻 后 我们制定了88核心准则 为 每 时每刻令客人喜出望外 并创造竞争优势 我们必须确保时刻落实 88核心准则 高效并持之以恒 超越客人期望 服务就如爱 真情在于行动之中 Cetin Sekercioglu 施 政延Vice President General Manager 副总裁 总经 理 2011 9 302 Food BeverageFood Beverage Core PracticesCore Practices 餐饮部核心规范餐饮部核心规范 INDEX 2 of 2 目录 7 Banqueting 宴会厅 8 C P Rooms 主席厅 9 Kitchen 厨房 10 Stewarding 管事部 2011 9 303 F BF B Core PracticesCore Practices 餐饮部核心规范餐饮部核心规范 1 1 Divisional Core Divisional Core PracticesPractices 部门核心规范部门核心规范 CONTENT 1 of 4 内容简介 1 Quality of F B 餐饮部质量标准 2 Service Etiquette 服务礼仪 3 Product Knowledge 产品知识 4 Grooming 仪容仪表 5 Posture Attitude 姿势与态度 6 Ownership 主人翁精神 2011 9 304 CONTENT 2 of 4 内容简介 7 Greeting 与客问候 8 Giving Directions 给予指示或说明 9 Outlet Manager 部门经理 10 Public Areas 公共区域 11 Crockery Linen 器皿及布草 12 Furniture Fixtures 家具及设备 F BF B Core PracticesCore Practices 餐饮部核心规范餐饮部核心规范 1 1 Divisional Core Divisional Core PracticesPractices 部门核心规范部门核心规范 2011 9 305 CONTENT 3 of 4 内容简介 13 Floral Arrangements 花式安排 14 Guest Collateral 客用品 15 Temperature Air 温度及空气 16 Music 音乐 17 Disabled Elderly 伤残及年迈人士 18 Safety Security 安全与保障 F BF B Core PracticesCore Practices 餐饮部核心规范餐饮部核心规范 1 1 Divisional Core Divisional Core PracticesPractices 部门核心规范部门核心规范 2011 9 306 CONTENT 4 of 4 内容简介 19 SFSMS HACCP 香格里拉食品安全管理 系统及危害分析和关键 控制点 20 Training 培训 21 Guest Feedback 客人意见反馈 22 18Key Drivers 18核心方针 F BF B Core PracticesCore Practices 餐饮部核心规范餐饮部核心规范 1 1 Divisional Core Divisional Core PracticesPractices 部门核心规范部门核心规范 2011 9 307 Food and Beverages are always prepared according to recipe served at the right temperature hot served hot and cold served cold and according to the preparation time 食物和饮料必要按照菜谱准备 服务于指定 的正确温度 热食要食 冷菜要冷 及时间 1 Quality of F B 餐饮部质量标准 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 308 Service is attentive but not interruptive Regular visits to the table are to be made but should be combined and not create disturbance Never interrupt when guests are in the middle of a conversation 服务要殷勤但是不要打扰客人 要注意客人的 需要 联合服务 减小打扰客人次数 不要打 断客人的交谈 2 Service Etiquette 服务礼仪 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 309 Colleagues are knowledgeable about ingredients serving times and preparation of each menu item and will be able to accommodate off menu requests and alternatives 员工对菜肴的烹调方法 配料和时间要熟悉 同时能对菜单以外的要求也能作出建议 3 Product Knowledge 产品知识 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3010 Colleagues are meticulously groomed neatly dressed with clean properly fitted and maintained uniforms including nametag 员工的仪表和制服要保持一丝不苟的整洁 佩 带名牌而且保持端正 4 Grooming 仪容仪表 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3011 Colleagues always maintain a professional posture gesture and demeanor in the guest areas of the hotel 员工在公共区域要保持站立姿势端正 Colleagues speak with guests and among themselves in an attentive sincere courteous and composed manner 当员工与客人或员工谈话时 应使用殷勤有礼 的态度 5 Posture Attitude 姿势与态度 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3012 Colleagues possess thorough knowledge of the hotel and take ownership of guest requests with no divisional boundaries of involvement responsibility in ensuring guest satisfaction Guest needs are listened to carefully and responded to in a warm helpful and sincere manner 员工对酒店应有丰富的知识和理解 不论客 人对任何一个部门有疑问都应尽力协助 仔细 聆听客人的请求及用友善和真诚的态度给予帮 助 6 Ownership 主人翁精神 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3013 All guest are greeted in Chinese according to the time of the day and by using the guest s name when known 用中文问候语 按照适当的时间向客人问好 Zao Shang Hao Ni Hao Wan Shang Hao Mrs Smith 早上好 你好 晚上好 李先生 7 Greeting 与客问候 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3014 When in guest corridors guests are actively assisted in finding directions and escorted a minimum of 10 meters towards the desired location using an opened palm instead of pointing to the direction 当客人经过走廊时 员工应积极协助客人 陪 同客人至少10米左右 用展开手掌来代替指点 式的为客人指引方向 Nihao Sir Madam may I help you This way Sir Madam Have a good day 先生 小姐 你好 有什么可以帮你吗 先生 小姐 这边请 祝你过得去快 8 Giving Directions 给予指示或说明 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3015 The Outlet Manager is very visible and effectively engaged in service and supervision 餐厅经理应经常与客人接触和给予员工指示 9 Outlet Manager 部门经理 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3016 Colleagues ensure that the surrounding areas are always clean tidy and well maintained including back areas 员工应确保餐厅周围的环境整洁 包括后勤地 区 10 Public Areas 公共区域 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3017 All china glass cutlery and linens are in excellent condition free of damage wear or discoloration 所有的瓷器 玻璃器具 餐具和餐布要保持良 好状态 不可有损毁或脱色 11 Crockery Linen 器皿及布草 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3018 Tables chairs and banquettes are in good condition free of notable damage and clean 桌子和椅子应保持整洁和良好状态 不应有明 显的损毁 12 Furniture Fixtures 家具及设备 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3019 Floral arrangements are fresh attractive and well maintained 花卉装饰应保持新鲜和美观的状态 13 Floral Arrangements 花式安排 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3020 Menus posters flyers and guest printing in general are to be in perfect condition and always properly displayed 菜单 海报和宣传单张应完好无损 摆放在适 当的位置 14 Guest Collateral 客用品 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3021 Temperature and air quality is comfortable and odor free 空气质数和温度要保持在舒适的状态 不应有 异味 PICTURE Photo of air conditioning switch 15 Temperature Air 温度与空气 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3022 Music is at a comfortable volume with a good sound quality and appropriate selection 音乐保持在舒适的音量和良好的音质 餐厅应备 有恰当的音乐选集 16 Music 音乐 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3023 Disabled elderly and children should always have priority over other guests 给予伤残人士 年长人士及小孩优先的照料 17 Disabled Elderly 伤残及年迈人士 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3024 Guests and Colleagues safety security and privacy are never compromised 顾及客人和员工的安全及隐私 18 Safety Security 安全与保障 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3025 Colleagues take ownership and ensure that SFSMS HACCP standards are always followed correctly to guarantee guest safety at all times 员工要保持主人翁态度认真的贯彻食品卫 生标准始终如一的确保客人的安全 19 SFSMS HACCP 香格里拉食品安全管理系统及危害分析和关键控制点 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3026 Level 1 2 3 employees take ownership responsibility and follow through that training is conducted with personal involvement to ensure that our colleagues are always well trained and developed 1至3级员工尽责的参与培训 给予员工事业发展所 需的指导 20 Training 培训 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3027 Colleagues collect guest feedback actively and use the Defect Tracking System to follow up diligently on service shortcomings with the g goal to maximize the guest experience 积极的获取客人的反馈 并运用跟踪系统弥补服务 中的缺点 将客人的利益最大化 21 Guest Feedback 客人意见反馈 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3028 Colleagues embrace and apply the 18 Key Drivers in their daily work routine and ensure that they become a foundation of our organization 日常工作中贯彻并执行18条核心方针 将其作为 我们团队组织的基本理念 22 18 Key Drivers 18核心方针 Food Beverage Divisional Core Practices 餐饮部门核心规范2011 9 3029 F BF B Core PracticesCore Practices 餐饮部核心规范餐饮部核心规范 2 Telephone 2 Telephone StandardsStandards 电话标准电话标准 CONTENT 1 of 2 内容简介 1 Answering a Call 接听电话 2 Taking Reservations 做预定 3 Propose Promotions 策划促销 4 Repeat Reservation 重复预定 5 Fully Booked 预订已满 6 Offer Alternatives 提供其他选择 2011 9 3030 F BF B Core PracticesCore Practices 餐饮部核心规范餐饮部核心规范 2 Telephone 2 Telephone StandardsStandards 电话标准电话标准 CONTENT 2 of 2 内容简介 7 Unable to Confirm 无法确认 8 Putting a Call on Hold 电话等候 9 Transferring a Call 转接电话 10 Ending a Call 结束通话 11 VIP Reservations 贵宾预定 12 Handling Multiple Tasks 处理多项客人要求 2011 9 3031 1 Answering Calls 接听电话 Telephones are answered within 3 rings in a courteous and pleasant manner with a smile in the voice 电话铃响三声内有礼貌地接起电话 并面带微笑 Food Beverage Telephone Standards 餐饮部 电话标准2011 9 3032 1 Answering Calls 接听电话 Food Beverage Telephone Standards 餐饮部 电话标准 Colleagues greet at the telephone in Chinese identify their department mention their first name offer assistance and use the guest s name if seen on the digital display 同事们电话中应用中文问候语 确定部门 提及自己的名字 提供帮助 并称呼客人的名 字 如果可以在显示屏上看到 Ni Hao F B Reservations this is Grace How may I assist you Mr Smith 你好 餐饮预定 我是Grace 有什么可以 为您效劳吗 李先生 2011 9 3033 2 Taking Reservations 做预定 Food Beverage Telephone Standards 餐饮部 电话标准 Accurately record the day date time of reservation and number of guests expected and ask if guest is a repeat guest Ask the guest for seating preferences identify guest s needs expectations and as for any special requests 同事们应精确记录下客人的预定时间 日期 人数 询问客人是否是常客 客人会有座位喜 好 确认客人的需要 期望和其他任何特别要 求 2011 9 3034 Food Beverage Telephone Standards 餐饮部 电话标准 Propose any promotion or signature dishes of the restaurant 同事们应策划一些促销活动或餐厅的招牌菜 3 Propose Promotions 策划促销 2011 9 3035 Food Beverage Telephone Standards 餐饮部 电话标准 4 Repeat Reservation 重复预定 For any restaurant bookings made the booking has to be repeated to ensure that all details have been noted correctly 对于任何餐厅的预定 必须重复以确保所有的 详细资料是正确的 Mr Smith may I repeat your reservation Dinner for 2 persons at 7 00 pm on October 21 at our Jade Restaurant We have noted that your wife cannot eat pork 李先生 我能重复一下你的预定吗 10月21日 晚七点 两位 在我们的翡翠36餐厅 我们已 经注明你太太是不吃猪肉的 2011 9 3036 Food Beverage Telephone Standards 餐饮部 电话标准 5 Fully Booked 预订已满 In the event that the restaurant is fully booked a sincere regret is expressed 如果在餐厅满座的情况下 真实的说明并感到 抱歉 My sincere apologies Mr Smith but there are no more tables available at this time on this day Would you like to try our restaurant name 我感到非常的抱歉 李先生 但是现在 今 天没有空位了 您是否愿意去试一下我们 餐厅名字 2011 9 3037 Food Beverage Telephone Standards 餐饮部 电话标准 6 Offer Alternatives 提供其他选择 Colleagues should inform the guest on an estimated time when the next table becomes available or offer an alternate dining venue 同事们应该告知客人一个大概的时间 什么时 候会有空位或者提供一个可供选择的用餐地方 There is a table available around 9 00 pm Would that be alright for you May I offer you one of our other dining venues 要到九点左右有空位 您觉得可以吗 还是让 我提供您其他用餐地方 2011 9 3038 Food Beverage Telephone Standards 餐饮部 电话标准 7 Unable to Confirm 无法确认 When it is unable to confirm a reservation immediately colleagues ensure that the call is accurately recorded and the guest is called back within 1 hours 当不能及时确认一个预定的时候 同事们需确 保电话是被正确记录的然后在一个小时内打回 电给客人 Mr Smith please allow me to call you back in the next hour to confirm your inquiry request 李先生 请允许我在一个小时内打回电给您 确认您的询问 要求 2011 9 3039 Food Beverage Telephone Standards 餐饮部 电话标准 8 Putting a Call on Hold 安置电话等候 Ask for permission and wait for the caller s response before putting a call on hold 同事们在安置客人电话等待前需得到客人许可 Excuse me Mr Smith may I put you on hold while I look for Ms Li please 对不起 李先生 在我寻找李先生的时候 我可以安置您的电话处于等待中吗 2011 9 3040 Food Beverage Telephone Standards 餐饮部 电话标准 8 Putting a Call on Hold 安置电话等候 Do not hold the call for longer than 30 seconds When taking back the line that was put on hold thank the caller for waiting 不要安置电话等待超过三十秒 当电话被再次 接回 要感谢来电人的耐心等待 Thank you for holding Mr Smith 谢谢您的耐心等待 李先生 2011 9 3041 Food Beverage Telephone Standards 餐饮部 电话标准 9 Transferring a Call 转接电话 Ask for permission and wait for the caller s response before transferring a call The person on the receiving end of the line is to be informed about the callers name and inquiry before putting the call through 同事们在转接一个电话前需得到来电人的许可 在接通前需告知接受者 客人的名字和询问内 容 Mr Smith may I transfer your call to Ms Li now Thank you Please wait for a moment 李先生 我现在把您的电话转给李小姐可以 吗 谢谢 请稍等 2011 9 3042 Food Beverage Telephone Standards 餐饮部 电话标准 10 Ending a Call 结束通话 When ending a call thank the caller for the booking inquiry made and offer further assistance Do not hang up the phone before the caller does 在通话结束时 感谢来电者的预定 询问并提 供进一步的帮助 让来电者先挂电话 Thank you for calling your reservation your inquiry Mr Smith Please let me know should you need anything else Have a good day evening 谢谢您的来电 预订 询问 李先生 如果您 还有其他需要请告诉我 祝您有个愉快的一天 夜晚 2011 9 3043 Food Beverage Telephone Standards 餐饮部 电话标准 11 VIP Reservations 贵宾预定 Reservations of regular guests VIP s and dignitaries are brought to the attention of senior management prior to arrival 常客 重要人士和权贵高官的预定要首先接待 并让管理层引起注意 2011 9 3044 If guests approach the desk while associates are talking on the telephone they have to be acknowledged by establishing eye contact with a smile to signal that they will be at their service shortly 如果客人来到接待台 服务员正在接电话 他们及时建立眼神接触并保持微笑给予对方 提示他们人员比较少 12 Handling Multiple Tasks 处理多项客人要求 Food Beverage Telephone Standards 餐饮部 电话标准2011 9 3045 If the telephone rings while associates are talking to guests and there is no other colleague who could pick up the phone they excuse themselves in an ap