国际酒店餐饮SOP

FNB-001FNB-002FNB-003FNB-004FNB-005FNB-006FNB-007FNB-008FNB-009FNB-010FNB-011FNB-012FNB-013FNB-014FNB-015FNB-016FNB-017FNB-018FNB-019FNB-020FNB-021FNB-022FNB-023FNB-024FNB-025FNB-026FNB-027FNB-028FNB-029FNB-030 BUFFET TABLE TOP SETUP-PROCEDURESERVICE OF PASTA PROCEDURE COFFEE SERVICE IN RESTAURANT PROCEDURESERVICE OF DESSERT PROCEDURESERVICE OF ICE CREAM PROCEDUREDIGESTIVE (AFTER DINNER) DRINK SERVICE PROCEDUREICE CUBE SERVICE PROCEDUREPOSTING OF ORDERS PROCEDURECOMPLETION OF TABLE SET-UP PROCEDURESERVICE OF BREAD & BUTTER PROCEDURESERVICE OF SOUP PROCEDURESERVICE OF STEAK PROCEDUREREPEAT GUEST ORDER PROCEDURESERVICE OF BOTTLED/CANNED DRINKS PROCEDURESERVICE OF DRAFT BEER PROCEDURESERVICE OF ICE WATER PROCEDURESERVICE OF LIQUEURS PROCEDURESERVICE OF MIXERS / MIXED DRINKS PROCEDURETAKING GUEST FOOD ORDER (A LA CARTE) PROCEDUREPRESENTING MENUS PROCEDURE BOTTLED WINE ORDERS & DISTRIBUTION - PROCEDUREWINE ORDER TAKING PROCEDURESERVICE OF WHITE WINE PROCEDURESERVICE OF RED WINE PROCEDURESERVICE OF CHAMPAGNE/SPARKLING WINE PROCEDUREFNB SOP Task List WEEKLY DUTY ROSTER PROCEDUREANSWER TELEPHONE PROCEDURE TAKING TABLE RESERVATION (PHONE) PROCEDUREGREETING AND SEATING OF GUESTS PROCEDURE BREAKFAST CONTROL PROCEDUREFNB-031FNB-032FNB-033FNB-034FNB-035FNB-036FNB-037FNB-038FNB-039FNB-040FNB-041FNB-042FNB-043FNB-044FNB-045FNB-046FNB-047FNB-048FNB-049-2FNB-049FNB-050FNB-051FNB-052FNB-053FNB-054FNB-055FNB-056FNB-057FNB-058FNB-059FNB-060BANQUET BUFFET CLEARANCE PROCEDUREBANQUET BUFFET FINAL PREPARATION PROCEDUREBANQUET FOYER COFFEE BREAK SET-UP PROCEDUREBANQUET SIT DOWN SERVICE SEQUENCE - PROCEDURE BANQUET SEAFOOD SERVICE OPERATION- PROCEDUREBANQUET BUFFET BASIC PREPARATION PROCEDUREBANQUET FUNCTION FACE TOWEL SERVICE-PROCEDURE BANQUET VIP INTERVIEW SERVICE OPERATION-PROCEDUREROOM SERVICE ORDER PREPARATION PROCEDUREROOM SERVICE ORDER DELIVERY PROCEDUREROOM SERVICE TRAY & TROLLEY COLLECTION PROCEDURECOLLECTING DOOR KNOB ORDERS PROCEDUREOUTLET - BANQUET CLEANING PROCEDUREBANQUET SIT DOWN INDIVIDUAL SERVICE - PROCEDURESETTLEMENT OF BILL 4 (CITY LEDGER) PROCEDURESETTLEMENT OF BILL 5 (CREDIT CARD) PROCEDUREDEPARTURE OF GUEST PROCEDURERESETTING TABLE AFTER CUSTOMER DEPARTURE PROCEDUREROOM AMENITY DELIVERY PROCEDUREROOM SERVICE ORDER TAKINGBUFFET CLEARANCE PROCEDURECLEARING TABLE DURING DINING (BUFFET) PROCEDURECHINESE SIT DOWN TABLE TOP SETUP PROCEDURE ESETTLEMENT OF BILL 1 (CASH) PROCEDURESETTLEMENT OF BILL 2 (CHEQUE) PROCEDURESETTLEMENT OF BILL 3 (ROOM ACCOUNT) PROCEDURELABELING BUFFET DISHES PROCEDURE BOILED EGG SERVICE PROCEDURECARVING SERVICE PROCEDURE SPOILAGE / WASTAGE PROCEDUR CLEARING - BUSSING OF SOILED WARES PROCEDUREFNB-061FNB-062FNB-063FNB-064FNB-065FNB-066FNB-067FNB-068FNB-069FNB-070FNB-071FNB-072FNB-073FNB-074FNB-075FNB-076FNB-077BANQUET BAR SET UP-PROCEDUREBANQUET SIT DOWN BUFFET SERVICE-PROCEDURECLEARANCE AFTER BANQUET FUNCTIONS PROCEDURECHANGING OF BONE PLATES PROCEDURECHANGING OF ASHTRAY PROCEDUREREFILL OF BEVERAGES PROCEDUREBANQUET INSTALLATION TUNNING OF MICROPHONES-PROCEDUREBANQUET INSTALLATION AND TUNNING OF PROJECTOR-MOBILE PROCEDURESTEWARDING STORE REQUISITIONS PROCEDUREOE BREAKAGE CONTROL PROCEDURE LINEN EXCHANGE PROCEDUREINTER-BAR TRANSFER PROCEDUREPOLISHING CHINA, GLASS AND FLATWARE PROCEDUREHANDLING OF CORKED / BAD WINES PROCEDUREHANDLING GUEST COMPLAINTSSPECIAL GUEST REQUEST (CAN DO SERVICE) PROCEDURECHILDREN SERVICE PROCEDURE餐饮部领导 餐饮部 预订部厨房 -服务 -宴会 -管事部准备每周入住率预测表周五中午12:00前送致餐饮部办公室收集预测表接收复印件 复印预测表给餐饮部相关领导根据生意情况制定每周排班表 把排班表给部门经理批准并签字复印排班表给餐饮部秘书 接收所有部门的复印件 准备每周餐饮部领导的排班表把排班表给餐饮总监批准并签字复印餐饮部领导排班表给所有餐饮部的领导整理一套各部门完整的排班表存档编号 : G001长沙皇冠假日酒店每周排班表程序备注 : * 附上一份餐饮部排班表 .* 附上一份餐饮部领导排班表 .* 标准 : 作为运营部门 , 排班表可根据生意情况随时进行改动 .宴会销售准备每周宴会 /会议活动预测表周五中午12:00前送致餐饮部办公室* 附上一份餐饮部排班表 .* 附上一份餐饮部领导排班表 .* 标准 : 作为运营部门 , 排班表可根据生意情况随时进行改动 .CROWNE PLAZA City Center ChangshaWEEKLY DUTY ROSTER PROCEDUREF&B Department Heads Reservation DepartmentKitchen - Service - Banquet - StewardingPrepare Weekly Occupancy ForecastListSend to F&B Office before Friday 12pmCollect Forecast ListsReceive Copies Send a Copy to all concerned F&BDepartment HeadsPrepare Weekly Duty Roster accordingto Business RequirementApprove/Sign Duty Roster Submit a Copy to F&B Secretary Receive all sections copies Prepare a Weekly F&B Heads DutyRosterGet approval/signature from Director ofF&BCopy F&B Heads Duty Roster to allF&B Department HeadsKeep one Complete set of all SectionsRosters for FilingCode : 001ERemark: * Attached one copy of F&B departmental duty roster.* Attached one copy of F&B heads duty roster. * Standard: As an operation department, duty rosters can be subject to last minute changes according to business needs. Catering Sales Prepare Weekly Banquet / FunctionForecast ListSend to F&B Office before Friday12pm* Attached one copy of F&B departmental duty roster.* Attached one copy of F&B heads duty roster. * Standard: As an operation department, duty rosters can be subject to last minute changes according to business needs. 餐厅经理 餐厅迎宾员 /主管电话响三声内必须接听微笑 /用友好的态度接听电话接听电话用语 :长沙皇冠假日酒店 , 舐香啡厅 , 我是玛丽 !在接听电话时先要聆听来电者问话再做回答来电者想与餐厅经理通电话 来电者想预订应该说 : 刘先生 , (重复来电话者想要找的人的姓名 ) 请您稍等 . 感谢您的来电 ! 问 : 可以告诉我您的姓名吗 ?按住等待键 问 : 王小姐 , 可以告诉我您的就餐时 间吗 ?立即寻找电话中要找的人 问 : 您有多少人就餐 ?回到电话机旁 , 再按一下等待键 问 : 可以告诉我您的联系电话吗 ?把电话给所找的人 您是需要吸烟区还是无烟区 ?您还有什么特殊要求吗 ?王小姐 , 我重复一下您的预订好吗 ?我们将会为您保留预订最多延长30分钟 . 感谢您的预订 .希望很快能见到您 . 再见 .等待 , 直到客人挂掉电话挂掉电话* 主管级及员工不允许留言 .长沙皇冠假日酒店接听电话程序备注 :*为了尊重我们的客人 , 酒店规定员工上班时间不能接听和拨打私人电话 .出于礼貌 , 不要偷听别人的私人谈话 . 被人察觉到会被认为没有职业道德 . 编码 : 002C备注 :*餐厅电话主要是为我们的客人服务所用 .*不要占用电话线多余一分钟 .餐厅男 /女服务员 /实习生来电者想与同事或员工通电话倾听来电者讲话并委婉回绝 : 对不起 , 我们酒店规定员工在上班时间内不能接听私人电话 .感谢您的理解 !等待 , 直到来电者挂掉电话挂掉电话长沙皇冠假日酒店接听电话程序大堂吧及咖啡厅的员工要用英语接听电话 . 清楚地重复预定 , 等待客人的同意 . *餐厅电话主要是为我们的客人服务所用 .CROWNE PLAZA CHANGSHAANSWER TELEPHONE PROCEDURERestaurant Manager Restaurant GRO / Supervisor Pick-up phone (maximum three rings)Smile / use a friendly voice when speakingon the phoneSay: Crowne Plaza City Center Changsha,Salt and Pepper, Mary speaking!Listen to speaker first before answeringSpeaker requests to speak to restaurantmanagerSpeaker requests to make a reservationSay: Mr. Liu (repeat requestedpersons name), one moment please.Thank you for calling!Ask: Your name, please!Put conversation ON HOLD by pressingOn Hold button Ask: Which day and time, Miss Wong?Search for requested personimmediately Ask: How many people?Return to phone and push ON HOLDBUTTON again Ask: Your contact number, please?Hand phone to requested person andstep back Smoking or non-smoking table?Any special requests?Miss Wong, can I repeat yourreservation?We will keep your reservation for 30minutes. Thank you for your reservation.See you soon! Good bye.Wait until speaker hung upHang up phoneRemark: * In respect to our guests, our policy does not permit staff to receive private phone calls while on duty. As courtesy, do not listen to other persons conversations, it is perceived as impolite and not professional * For supervisor and ranking file levels, we do not allow to take messages. * Outlet telephones primarily serve our customers. * Do not block phone line for more than one minute. Code: 002ERestaurant Waiter / Waitress / TraineeSpeaker requests to speak to a colleague /staffListen to conversation and reject callfriendly: I am sorry, we do not allow staffto take phone calls. Thank you for yourunderstanding!Wait until speaker hung upHang Up phone* In respect to our guests, our policy does not permit staff to receive private phone calls while on duty. Lobby and Coffee shop, always answer in English ! Repeat reservation clearly and wait for guests approval 长沙皇冠假日酒店电话预订餐桌程序餐厅 -大堂吧领位电话响三声之内接起语速柔和甜美， 并说 : 长沙皇冠假日酒店，舐香咖啡厅，我是玛丽 !倾听来电者的讲话如果来电为预订电话，准备预订本问客人姓名 : 请问怎么称呼您 ?如果客人姓名不容易拼写， 问客人 : 对不起， 请您拼一下您的名字好吗 ?问 : 王小姐， 您预订哪一天 ?什么时候 ?问 : 您有多少人就餐 ?问 : 可以告诉我您的联系电话吗 ?问 : 您想要吸烟区还是非吸烟区 ?问 : 您还有什么特殊要求吗 ?重复来电者的预订 : 王小姐， 我可以重复一下您的预订吗 ?清晰的重复预订的每一个细节欢迎客人光临， 感谢客人预订等待直到客人挂电话挂掉电话准备预订卡， 并做记录， 桌号 /房间号备注 :* 在预订中， 尽可能问清客人的预订是哪一种， 生日会还是小联欢会等， 做好准备。 例如提供特殊摆台或礼品等编码 :003C讲电话时应友好礼貌， 国内客人讲中文， 外国客人讲英文 咖啡厅和大堂吧必须讲英文回答电话 * 在预订中， 尽可能问清客人的预订是哪一种， 生日会还是小联欢会等， 做好准备。 例如提供特殊摆台或礼品等用客人的姓来称呼客人 CROWNE PLAZA CHANGSHA TAKING TABLE RESERVATION (PHONE) PROCEDURE Restaurant - Lounge GRO / SupervisorPick-up phone within three rings Speak slowly and clearly, say: Crowne Plaza City CenterChangsha Salt & Pepper (outlet name), Mary speaking!Listen to speaker firstIf the call is for a reservation, prepare the reservation log bookAsk name: Your name, please! If the name is not easy to spell, ask guest: Excuse me, couldyou spell the name for me, please?Ask: Which day and time, Miss Wong?Ask: How many people?Ask: Your contact number, please!Ask: Smoking or non-smoking table?Ask: Any special requests?Ask caller to repeat reservation: Miss Wong, could I repeat yourreservation?Repeat all details clearlyBid farewell to guest: Thank you for your reservation. See yousoon. Good bye!Wait until guest hung up Hang up phonePrepare reservation card and assign table number / room number Remark: * All reservation matters will be handled by restaurants GRO. * During reservation taking, try to investigate the purpose of the party (anniversary, birthday, kids party etc), therefore appropriate preparation can be arranged, such as special set-up, decoration, gift or others. Code: 003ESpeak in a friendly and polite manner. Converse in English for foreign guest, in Chinese for domestic guest Coffee shop and lobby lounge, only answer in English * During reservation taking, try to investigate the purpose of the party (anniversary, birthday, kids party etc), therefore appropriate Call guest by name From this step onwards 餐厅 -大堂吧男 /女服务员在餐桌前感谢客人光临说 : 下午好 !帮助客人入座拉椅子 , 女士优先当所有客人都入座后， 打开餐巾把餐巾铺在客人腿上站在餐桌旁边继续为客人服务备注 : * 标准 : 客人进入餐厅一分钟内要有礼貌的热情的向客人问好 , 并请客人入座 .编号 : 004C长沙皇冠假日酒店问候客人并请客人入座程序餐厅 -大堂吧礼宾主任 /主管在入口处欢迎客人光临说 : 先生 /女士 , 下午好 . 您是四人用餐吗 ?您是需要吸烟区还是无烟区 ? (如果需要的话）说 : 您这边儿请 .检查是否有客人可以使用的餐桌从客户关系主任的桌上取零点菜单和酒单给客人提供至少两张餐桌的选择这张餐桌可以吗 ?给客人展示两张餐桌引领客人致餐桌帮助客人拿外套（如果需要）帮助客人入座拉椅子呈现菜单为客人介绍自助餐特色菜及促销产品介绍区域男 /女服务员 .说 :这是彼德 , 今天他将为您服务 !祝您用餐愉快* 标准 : 客人进入餐厅一分钟内要有礼貌的热情的向客人问好 , 并请客人入座 .长沙皇冠假日酒店问候客人并请客人入座程序CROWNE PLAZA CHANGSHA GREETING AND SEATING OF GUESTS PROCEDURERestaurant - LoungeWaiter/WaitressAcknowledge guests at the table Say: Good afternoon!Help guests for seatingPull chairs, ladies firstOnce all guests are seated, unfold napkinsPlace napkins on guests lapStand-by at tableContinue serving guests Remark: * Standard: Customer is acknowledged promptly and courteous, greeted and seated within 1 minute of arrival. Code: 004ECROWNE PLAZA CHANGSHA GREETING AND SEATING OF GUESTS PROCEDURERestaurant - LoungeGRO / SupervisorAcknowledge guest at entranceSay: Good afternoon, Sir/Madame. A table for four?You like smoking or non-smoking? (if applicable)Say: This way please. Check availability of tables on floor planTake a la carte and wine menus from GRO deskProvide guests with two table choicesHow about this table? Show guests two table options Escort guests to table Offer coat service to guest (if applicable)Help guests for seatingPull chairsPresent menusIntroduce specials, promotions and buffetIntroduce the station waiter / waitressSay: This is Peter, he will be serving your table today!Enjoy your meal* Standard: Customer is acknowledged promptly and courteous, greeted and seated within 1 minute of arrival. 早餐控制程序咖啡厅迎宾员 /主管根据运营趋势 , 提前打印早餐自助餐帐单欢迎客人并说 : 先生 /女士 , 早上好 , 欢迎光临 在电脑送单机上划一下房卡确定客人房号及姓名牢记客人的姓重复确认信息 :张先生 , 是吗 ?核实此张房卡是否含有早餐返还给客人房卡房间含早餐的情况 房间不含早餐的情况说 : 请这边走 ! 问 : 您想试试我们的早餐自助餐吗 ?引领客人致餐桌 如果客人同意 , 把事先准备的签单夹呈现 给客人帮客人拉椅子 说 :您可以在这里签单吗 ?打开餐巾 , 放于面包盘上 客人签完姓名及房间号询问客人 : 您想要咖啡还是茶 ? 说 : 谢谢 , 请这边儿走 !通知男 /女服务员给客人上咖啡 /茶 引领客人致餐桌说 : 王先生 , 用餐愉快 , 一会儿见 ! 帮客人拉椅子打开餐巾 , 放于面包盘上询问客人 : 您想要咖啡还是茶 ?通知男 /女服务员给客人上咖啡 /茶说 : 张先生 , 愿您用餐愉快 !长沙皇冠假日酒店准备 :与客人短暂对话使客人有回家的理由 : 确保为客人提供快捷的服务 备注 :编号 : 005C* 早餐控制准则 : 友善 , 快捷 , 有效 .* 友善对待所有客人 . 长沙皇冠假日酒店与客人短暂对话 , 使客人有回家的感觉 总是以客人姓名称呼客人 * 早餐控制准则 : 友善 , 快捷 , 有效 .* 友善对待所有客人 .Coffee ShopGRO / SupervisorPreparation: According to business trend, pre-print breakfastbuffet checksWelcome Guest and say: Good morning, Sir /Madame, may I have your room card please?Swipe room card on POS swiperVerify guests room number and nameRemember guests family nameReconfirm Information: Mr. Zhang, is thatcorrect?Verify if room code is inclusive of breakfastReturn guests room cardRoom inclusive of breakfast Room not inclusive of breakfastSay: This way please! Ask: Would you like to try our breakfast buffet?Escort guest to table If yes, present pre-printed breakfast check on billfolder to guestPull chair for guest Say: Could you please sign the breakfast billhere?Unfold the napkin and place onto B/B plate Complete the bill by adding guest name and roomnumberAsk guest: Would you prefer coffee or tea forbreakfast? Say: Thank you, this way please!Instruct waiter/waitress to serve hot coffee/tea Escort guest to tableSay: Enjoy your breakfast, Mr. Wang, see youlater! Pull chair for guestUnfold the napkin and place on the B/B plateAsk guest: Would you prefer coffee or tea forbreakfast?Instruct waiter/waitress to serve hot coffee/teaCROWNE PLAZA CHANGSHABREAKFAST CONTROL PROCEDUREshort and pleasant conversation, make Reason: Enables you to provide guest with quicker service always by his/her Say: Have an enjoyable breakfast, Mr. Zhang !Remark: * Breakfast Control to be conducted: Friendly, quickly and efficient. * Create a friendly and pleasant to all guests. Code: 005ECROWNE PLAZA CHANGSHABREAKFAST CONTROL PROCEDUREEnter guest into a short and pleasant conversation, make him/her feel like home Address guest always by his/her name 餐厅 -大堂吧领位员欢迎客人严格遵守标准工作流程根据客人人数呈现菜单拿一套酒单和饮料单帮客人拉椅子请其入座并帮助客人拿夹克 /外衣提供贵重物品 , 钱包 , 手机等的储物服务提供夹克 /外衣等衣帽间的保存问 : 您想点零点还是吃我们的自助餐呢 ?客人选择零点呈现菜单把菜单打开首先呈现给女士 (主人 )介绍每日特色菜和招牌菜男 /女服务员站在桌前并说 : 卡罗琳今晚将为您服务 . 祝您用餐愉快 !把酒单和饮料单给男 /女服务员放回到客户关系主任的桌上备注 :编号 : 006C长沙皇冠假日酒店呈现菜单程序保管好所有菜单（没有污点及破损）每位客人一份菜单餐厅男 /女服务员把夹克给男 /女服务员保管* 严格遵守衣帽间 /外衣服务的标准工作流程介绍自己 : 晚上好 , 我是卡罗琳 , 今天由我来为您服务 !打开餐巾并铺开放到客人的膝盖上拿酒单和饮料单站在客人桌前并询问是否需要点开胃酒饮料根据标准工作流程继续为客人点单长沙皇冠假日酒店呈现菜单程序保管好所有菜单（没有污点及破损）每位客人一份菜单 CROWNE PLAZA CHANGSHA PRESENTING MENUS - PROCEDURERestaurant - LoungeWaiter / WaitressWelcome and greet guestsas per separate SOPTake menus according to number of guestsTake one set of wine & drink listSeat guests by pulling chairs and help removejackets/coatsOffer to saf-lock valuable like purse, phones etcOffer to store jackets/coats in our cloak roomAsk: Would you like to dine from the menu or do youprefer to take our buffet?Guest selects to dine a la cartePresent menu(s)Hand the menu opened to ladies first (host last)Introduce daily specials and signature dishesRefer to standby waiter / waitress : Caroline will beserving your table tonight. Please enjoy your dinner!Hand wine & drink lists to waiter/waitressReturn to GRO deskRemarks: * keep all menus in excellent conditions (without stains, chips or cracks) Code: 006EEach guest one menu CROWNE PLAZA CHANGSHA PRESENTING MENUS - PROCEDURERestaurant Waiter / WaitressPass jackets to waiter/waitress for removal* Refer to separate SOP Cloak room / Coat ServiceIntroduce yourself by saying: Good evening, Iam Caroline, I will be serving your party today!Unfold napkins and place onto guests lapsTake wine & drink listsStandby and ask for aperitif (drink) orderContinue as per separate SOP Taking GuestOrders* keep all menus in excellent conditions (without stains, chips or cracks) Each guest one menu 服务时间 餐厅 -大堂吧男 /女服务 酒吧经理 /主管0:00 为瓶装葡萄酒 /香槟酒点单1:00 把点单输入到电脑送单机中 接收电脑送单机中的打印单1:30 通知酒吧经理 /主管送货 接到餐厅的电话准备瓶装葡萄酒准备酒吧转账单5:00 接收瓶装葡萄酒 把瓶装葡萄酒送到所需部门5:20 在酒吧转账单上签字 把签过字的酒吧转账单返还给酒吧6:00 把瓶装葡萄酒呈现给客人并为客人服 务 每日把转账单存档 ,以便盘点用电脑送单机中的打印单存档以便控制备注： * 所有的瓶装葡萄酒由酒水部监控管理* 所有的点单必须记录在酒吧转账单上编号 : 007C长沙皇冠假日酒店瓶装葡萄酒点单和分发程序准备时间0:000:301:302:004:00Service Time Restaurant - Lounge Waiter/Waitress Bar Manager / Supervisor (in minutes)0:00 Take bottle of wine/champagne order1:00 Post order into POS Receive POS print-out1:30 Inform bar manager / supervisor fordelivery Receive call from restaurantPrepare bottle of winePrepare bar transfer form5:00 Receive bottle Deliver bottle to requesting section5:20 Sign bar transfer form Return to bar with signed transferfrom6:00 Present and serve bottle to guests Keep transfer form for daily inventoryand replacement requisitionKeep POS Print-out for ControlPurposeRemark: * All bottled wines are under supervision and control of beverage department. * All orders must be recorded on Bar Transfer Form. Code: 007ECROWNE PLA