杭州香格里拉饭店餐饮部标准操作程序

STANDARD OPERATION PROCEDURES 标准操作程序 FOOD & BEVERAGE 餐饮 部 SHANGRI-LA HOTEL, HANGZHOU STANDARD OPEATION PROCEDURE 杭州香格里拉饭店 标准操作程序 DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员 TASK NO: 01 号码 : 01 TASK : How to clear soiled dishes 工作职责 : 怎样 清洁脏盘子 EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO 内容 HOW TO DO IT 程序 WHY 目的 Approach guest table Ask for the permission to remove the dish from the table Remove the dishes Discreetly leave the table Observe guest after he has finished the food Say : excuse me, sir/ madam , may I clear your Remove the soiled dishes from the right hand side of the guest Ensure that is done quietly and neatly . Practice the 3 s , this is : scrape, separate , stack. * Do not try to clear too many dishes at one time , go a second and third time if necessary . * Do not clear more than 3 plates at a time Inform guest that we will serve him / her Approach from right side of guest , present your right leg forward and slightly bend For the safety and less breakage 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 标准操作程序 DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员 TASK NO: 02 号码 : 02 TASK : How to clear and reset table 工作职责 : 怎样 清洁及重新摆台 EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO 内容 HOW TO DO IT 程序 WHY 目的 Approach guest table Stack the dishes Clear the table After guest leaves approach guest table with tray Hold the tray with left hand and clear with the free hand Stack the soiled dishes neatly on the tray to maximize the space * Do not over stack clear the napkin first , followed by the glasses the plates * Go 2 to 3 times if it is not possible to clear every thing at once . * If you use table cloth in the restaurant , complete bare table top should never be shown in point of guest or during operation To prevent accidents and breakage 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 标准操作程序 DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员 TASK NO: 03 号码 : 03 TASK : How to present bills 工作职责 : 怎样 给客人呈帐单 EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO 内容 HOW TO DO IT 程序 WHY 目的 When guest ask for the bill Print the bill Place the bill in a bill folder Approach guest table Give the bill to guest Answer with a smile and note the table number Print the check and check the table number , and the number of pax is correct Say : excuse me, sir / madam , open the bill folder in front of guest , allow the time to check . Paying by cash: Receive money from guest then post to infrasys machine Paying by credit card : Run credit card through EDC to get the authority number, let guest confirm and sign the bill compare the signature on the bill with the signature on the card Signing to room : Give the bill to guest and ask to sign name , room number after he confirms . enter to infrasy after check the bill The first copy of the bill and receipt must be given back to guest . If the guest pays by credit card, we should keep the original signature give the copy to the guest after signing 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 标准操作程序 DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员 TASK NO: 04 号码 : 04 TASK : How to polish glass ware 工作职责 : 怎样 擦杯子 EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO 内容 HOW TO DO IT 程序 WHY 目的 1 Prepare glass cloth 2. wet the glass ware 3. Prepare polish the glass ware 4. repeat the process necessary Hold the base of the glass and cover with glass cloth Place the glass above the surface of steaming hot water allowing condensation to form Hold the glass 1 inch above the hot watr and ensure vapour covers the whole of the inner glass Gently and carefully push the cloth into glass Using the 3 middle fingers and thumb outside. Hold the glass under the light above eye level and check for any stains , film, cracks and chips Only get wet can clean the glass To check the glass if clean or not 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 标准操作程序 DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员 TASK NO: 05 号码 : 05 TASK : How to hold plate 工作职责 : 怎样拿盘子 EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO 内容 HOW TO DO IT 程序 WHY 目的 Check personal hygiene Pick up plate Ensure hands are clean Fingernails are neat Single plate : Held between the thumb over the ege and the first two fingers of the left hand under rim. Two plates: First held as above, second held by third and little finger under rim & supported on top of wrist & forearm. Three plates: First in single plate grip, second held under first & supported by second , third and little fingers.third plate supported by the edge of the second plate, top of wrist & forearm. Extra support canbe given to third plate by the little finger. Hygiene 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 标准操作程序 DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员 TASK NO: 06 号码 : 06 TASK : How to balance large food tray 工作职责 : 怎样 拿食品托盘 EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO 内容 HOW TO DO IT 程序 WHY 目的 Place tray Load tray Pick up tray Place tray on proper counter or tray stand Heavy items on the side of tray resting on shoulder Maximize space by stacking similar flatware utilize as under liners eg. Saucers of soup cups. Pull out tray slightly using right hand Place left hand under center of tray Spread fingers as wide as possible without any strain or discomfort Lift tray too waist level , with right hand assisting the balance Raise tray to shoulder level Turn body to rest right rear end of tray on left shoulder For the safety and balance Save space and for avoiding breakage 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 标准操作程序 DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员 TASK NO: 07 号码 : 07 TASK : How to balance beverage round tray 工作职责 : 怎样 拿酒水托盘 EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO 内容 HOW TO DO IT 程序 WHY 目的 Pick up the tray Carry tray Balance tray Pick up items to place in tray Move towards table Slide tray from counter onto left hand Left hand , fingers slightly arched Spread fingers as wide as possible without any strain And discomfort Place center of tray on palm of left hand Heavy items in the center Taller items to be placed on the outer edge of tray at position 6:009:00 Always maximize space by grouping items where possible * all cutlery on a portion of tray comfortably away from body close to body to reduce load and for safety For the balance For the balance 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 标准操作程序 DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员 TASK NO: 08 号码 : 08 TASK : How to handle wrong order 工作职责 : 怎样 处理点错单 EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO 内容 HOW TO DO IT 程序 WHY 目的 Approach guest table 走到客人桌前 Pick up items from the guest 把菜从客人的桌子上撤下来 Serve guest 服务客人 Say ； 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 标准操作程序 DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员 TASK NO: 09 号码 : 09 TASK : How to present food 工作职责 : 怎样 服务食品 EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO 内容 HOW TO DO IT 程序 WHY 目的 Prepare round tray 准备圆托盘 Pick up food 拿食品 Move to guest table 走到客人桌前 Serve to guest 给客人服 务 To ensure the tray is clean and dry with Shangri.la paper 保证托盘是干净的，干燥的，并有香格里拉垫纸。 When food is ready , check the presentation of the food at pantry area 当食品做好后，在出菜口检查菜的出品。 Carry the tray by left hand 用左手拿托盘。 Brisk walking pace 精神饱满。 Correct table No. 正确的桌号。 Serve from right ( where possible) （有可能的话）从右面给客人服务。 Approach from right , extend forward right leg 从右面接近，右脚前迈一小步。 Say : excuse me, sir/ madam , this is your ( the name of the food ) . enjoy it please 说：“打扰了，先生 /女士，这是您的 （告诉客人菜名），请慢用。 Leave with smile 微笑离开。 To ensure the plate is clean and no impurity in the food 保证盘子是干净的，食品没有杂质。 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 标准操作程序 DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员 TASK NO: 10 号码 : 10 TASK : How to handle guest complain 工作职责 : 怎样 处理客人投诉 EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO 内容 HOW TO DO IT 程序 WHY 目的 Approach guest table and introduce yourself 走到客人桌前介绍自己 Take guest aside if possible 如果可能的话，把客人带到边上 Listen to the guest 倾听 Apologize 道歉 Show concern / service recovery Take immediate action 补救，马上行动 Greet guest by the name if possible . Say : good morning/ afternoon/ evening sir/ madam , my name is 如果知道 客人的姓名用姓名称呼他：“早上好 /下午好 /晚上好 先生 /女士。我叫 ” Take guest to the office , somewhere quite or the closed section of the outlet 把客人带到办公室或离餐厅较近的安静的地方。 Do not interrupt guest while he is taking .Listen attentively， Show empathy 当客人说话的时候不要打断他，认真倾听，表示出你的关心。 Say : I deeply regret that this has happened 说：“非常抱歉发生种事情。 Say : thank you for bring this to our attention . 说：“谢谢你们告诉我这件事。 Follow up promptly on the cause of action ， Notify supervisor immediately 即刻行动，并马上通知主管。 Let guest release steam 让客人消气 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 标准操作程序 DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员 TASK NO: 11 号码 : 11 TASK : How to check guest satisfaction 工作职责 : 怎样 检查客人是否满意 EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO 内容 HOW TO DO IT 程序 WHY 目的 Approach guest table 接近客人的桌子 Listen to guest reply 等待客人回答 Respond to guest 回答客人 Two minutes after guest has finished or when clearing the main course 当客人用完餐或收走主盘后。 Say : excuse me , sir/ madam , how is your meal ? With warm smile 微笑着问客人：“打扰了，先生 /女士，您吃得还好吗？ Attentively with eye contact ， Show interest 目光接触，让客人知道你很关注。 If positive answer : 如果是积极地回答： Thank you for your compliments sir/ madam, I will point it out to the chef 谢谢您的表扬，先生 /女士，我会转达给厨师。 If negative answer : 如果是负面的回答： Apologize and thank the guest for their comments Refer the comments to your supervisor immediately 向客人道歉并感谢客人的建议，马上通知你的主管。 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 标准操作程序 DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员 TASK NO: 12 号码 : 12 How to serve tea ( tea leaves) 怎样服务茶（茶叶） EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO 内容 HOW TO DO IT 程序 WHY 目的 Select tray and equipment 挑选托盘及用具 Prepare hot tea 准备热茶 Get ready to serve 准备好服务 Serve hot tea 服务热茶 Ensure tray is clean and dry 保证托盘是干净及干燥的。 Ensure chinaware are not chip, no stains and in good condition 保证餐具是没有破损，污物。 Place tea leaves in pot , one tea spoon for one serving , 2 tea spoon for 2-4 serving 在壶里准备茶叶，一茶勺服务一位，两茶勺服务2-4位。 Place tea pot under the hot water dispenser till it reaches 3/4 full 把茶壶放到热水器下注入热 水到茶壶的 3/4。 Side of cup are clean , ear of coffee cup at 3:00 position 茶壶周边干净，壶把在 3： 00 的位置。 Serve ladies first , serve from the right ( where possible) 女士优先，从右面服务（如果可能的话） Put the tea cup on the right if guest is having dessert , put in the middle if only have hot tea 如果客人正面有果盘的话，把茶杯放在右面；如果客人只点茶水，放在中间。 Say : excuse me , sir/ madam , pour content into the cup slowly and carefully till it reaches 2/3 of cup Then put the tea pot in the center of the table 说：“打扰了，先生 /女士。”把茶小心，慢慢地倒入约茶杯的 2/3,然后把茶壶放在桌子中间。 Hygiene 卫生 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 标准操作程序 DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员 TASK NO: 13 号码 : 13 TASK : Where should dessert spoon & fork be when set up western table 工作职责 : 当摆西餐台子时， 甜品叉及甜品勺应放在哪 EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO 内容 HOW TO DO IT 程序 WHY 目的 Prepare dessert fork and spoon 准备甜品叉及甜品勺 Set table 摆台 Set the dessert fork and spoon across between the space of the dinner fork and knife 把甜品刀，叉 ,交叉放在主刀，主叉的中间。 The dessert fork should be placed at the top and above dessert spoon , handle point to the left 甜品叉应放在甜品勺的上面，把朝左。 The dessert spoon should be placed under the dessert fork, handle point to the right 甜品勺 应放在甜品叉的下面 , 把朝右。 * The dessert fork and spoon must keep parallel situation 甜品叉，甜品勺必需保持平行。 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 标准操作程序 DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员 TASK NO: 14 号 码 : 14 TASK : How to serve tea ( tea bag ) 工作职责 : 怎样 服务茶（袋茶） EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO 内容 HOW TO DO IT 程序 WHY 目的 Select tray and equipment 挑选托盘及用具 Prepare sugar and milk 准备糖及牛奶 Prepare hot tea 准备热茶 Get ready to serve 准备好服务 Serve hot tea 服务热茶 Ensure tray is clean and dry 保证托盘是干净及干燥的。 Ensure chinaware are not chip , no stains and in good condition 保证餐具没有破损，污物。 Ensure sugar bowl has sweeter , brown and white sugar , ensure milk jug is 3/4 full with warm milk. 保证糖缸有健怡糖，黄糖，白糖，保证奶缸有 3/4热奶。 Place tea bag in pot ( one per serving , over one person 2 bags) 在壶里准备茶袋（一袋服务一人超过一个人 2袋） Place tea pot under hot water dispenser till