喜来登酒店餐饮服务程序及标准

AUDIT TASTE ADD W CAF associates will avoid any questioning of guests as to their menu or beverage selection at the time of serving courses 员工将负责客人提出的要求而不是转给其它部门 员工将解决客人的问题 像在服务中 菜牌和酒水牌的问题 TAS 3There will be no minimum cover charge in the informal restaurant 餐厅不设最低消费 TAS 4Service will be friendly and attentive without hovering and efficient without rushing guest 提供真诚殷切的服务 不能在客人附近徘徊 要有效率的服务不能催促客人 TAS 5The Manager Team Leader or Host Hostess will be actively involved in all aspects of guest service 经理 领班和领位员都应积极参与为客人的全方位的服务 TAS 6Requests for substitution and items not on the menu will be honoured if readily accessible 如果可能的话 接受客人提出的一些替代品或是不在菜单上的菜 将是值得推崇的 TAS 7If there are guest s complaints about food or wine they will be replaced without question free of charge 如果客人投诉食物和酒水 我们将毫不迟疑地免费为之调换 TAS 8All used china glass cutlery and service equipment will be quietly cleared from guest view 所有用过的瓷器 杯子 餐具及其他用品在调换中必须安静地调换 TAS 9Checks will be presented as follows 以下帐单须自动呈现给客人 Breakfast automatic on table 早餐 主动 桌子上 Lunch automatic on table 午餐 主动 桌子上 Dinner automatic on table 晚餐 主动 桌子上 Supper automatic on table 夜宵 主动 桌子上 Snack automatic on table 小食 主动 桌子上 TAS 10Small complimentary sweets will be provided at door 在门厅边准备免费小甜点 Comply Not Comply Comply Not Comply 4 POINTS BY SHERATON SHENZHENSPPS TASTE ADD W CAF associate should apologise to Guests for the inconvenience and recommend guests an alternative item Associates should also be well versed on the menu item cooking times and assist guests in their ordering by making recommendations and asking what the guests preferences are such as would you like something light do you prefer a fast lunch etc 如果客人点的东西没有 员工必须第一时间通知客人 员工必须表示抱歉同时推荐可选 择的项目 员工必须有良好的餐牌知识才能给客人推荐或者问客人的喜好 像 是否喜 欢清淡的或是否喜欢快餐 等 TAS 16During the meal associates should always anticipate guests needs and scan the area regularly keeping their eyes open for any guests needing service and attempt to be multi tasked when cleaning a table or performing a task they should still be able to notice if any guests in the restaurant needs service or at least be able to acknowledge the guest s needs and respond thereafter 在开餐期间 员工应该能预见客人并且有规律的巡视 在做自己的事情时也要保持眼睛 不要离开客人 在清扫桌子或专注做事时 他们也必须注意到餐厅里的客人是否需要服 务至少能对客人的需要做出反应 TAS 17During the meal placement for each course associates should inquire if the guests require anything else with their dishes eg sauces black pepper etc 在给客人上菜时 最好问一下客人是否需要配料 汁酱 黑椒汁 等 4 POINTS BY SHERATON SHENZHENSPPS TASTE ADD W CAF always have scanners on and be aware of the environment around 员工必须知道怎样可以使客人开心 布告板 注意力等 如果客人有特殊的活动 给他 们一个惊喜最好 像蛋糕或照相 Reservations will be possible for breakfast lunch snack dinner and supper 餐厅里将有专人负责电话预定和整理这些资料 我们将会承接早餐 午餐 小食 晚餐 和宵夜的预定 TAS 21The telephone will be answered before the fourth ring with restaurant name associate name as per hotel standard and offer of assistance 电话应在四声铃响以前接起 并报出餐厅的名字和问侯语 TAS 22Reservation information includes guest s full name local telephone number number in party time and date of reservation plus any special requirements and preference for smoking or non smoking area as well as private room and seating area in restaurant 接受预定时应包括客人的全名 电话号码 人数 时间 日期和特别要求 TAS 23Information will be repeated using guest s name with a thank you to confirm 重复信息 使用客人的姓名 并说谢谢 Greeting and Seating 问候及伺坐问候及伺坐 TAS 24A Manager Team Leader or Host Hostess will attend the restaurant entrance at all times during service Managers to offer business card and solicit future business and rapport via personalized service to guests on arrival 经理 领班和领位应时刻参与门口的迎宾服务 当客人到达时 经理最好能够亲切地 呈现自己的名片并且恳取客人的名片 TAS 25All guests will be acknowledged in less than one minute of arrival with a smile and friendly greeting eg Welcome 所有的客人应在一分钟内被认知 员工们用微笑和朋友般的热情打招呼 欢迎光临 TAS 26There will be no physical barrier between guest and greeter 在客人和服务员之间无身体接触 TAS 27 Guests will be offered smoking or non smoking section buffet or a la carte 客人将会被提供吸烟与非吸烟区 Comply Not Comply Comply Not Comply 4 POINTS BY SHERATON SHENZHENSPPS TASTE ADD W CAF chair assistance will be provided 客人将被安排在两分钟内就座 领位把客人姓名告诉服务人员 并帮客人拉椅子 A La Carte or buffet service 零点或自助餐服务 零点或自助餐服务 TAS 29Associates will use the guest s name and welcome guests with a smile within 15 seconds of seating assist with the chairs coats etc asking if pre dinner drinks aperitif or cocktails are desired Appropriate greeting Welcome I am would you like to start with a as per up selling item of the period confirm if guests are having buffet or a la carte If a la carte associate will unfold napkins for guest from right side and offer menu and wine beverage list if buffet associate will place napkin on side plate in a neat manner offer buffet and explain buffet procedure 在 15 秒中的服务中 员工需始终面带微笑 拉椅子 客人的外衣 等问餐前饮料 开胃 酒或鸡尾酒 并且用客人的名字称呼客人 欢迎光临 我是 是否先从 开始 使 用推销技巧 确定客人用零点或自助餐 如果是零点 员工需在客人的右边铺餐巾 展示餐牌和酒水牌 如果是自助餐 员工需将折叠好看的餐巾放在盘子上 并告诉客人自助餐的食品 TAS 30Aperitif or cocktails will be placed on the table to the right of the guest within 4 minutes of taking order 开胃酒或鸡尾酒应在四分钟内服务给客人 TAS 31Associates will present the wine list to the host at same time as menus are presented 员工应在领位服务菜单的同时展示酒单 TAS 32The associate will take wine beverage order at same time as food order making specific recommendations for dishes ordered unless guest requests additional time 员工应在点单的同时完成点酒水 并根据客人的点单做出推荐 TAS 33Glasses will be placed on the table the wine presented and served within 4 minutes of order taking as per wine pouring standard and before the first course is served offering label to host to confirm serving ladies first and host last 酒杯应先置于桌子上 在服务第一道菜四分钟前服务客人点的葡萄酒 按照葡萄酒的 服务标准 把酒的牌子展示给点酒的客人 服务从女士开始 最后服务点酒的哪个客人 TAS 34After food order is taken associates will ask if bottled water is desired 点完餐后 员工应询问客人是否需要矿泉水 TAS 35Water will be refilled every time glasses are full 在杯子只有四分之一满时应往杯子里加满水 TAS 36Associates will not reach across a guest and reach between conversing guests courses will be cleared only when all guests have finished unless buffet is had then as per guests request clearing done from the right unless guest will be disturbed then Comply Not Comply 4 POINTS BY SHERATON SHENZHENSPPS TASTE ADD W CAF share platters and dishes to be cleared after confirming with guest replace cutlery with fresh cutlery for buffet guests do not leave used cutlery on table 员工应在所有的客人都用完餐后才能清理桌面 之前不要影响客人 除非客人要求 清理桌面要在客人的右边除非客人要求才在较方便的一边 分碟等的清理需征得客人 的同意 并帮吃自助餐的客人换餐具 不要把脏餐具留在客人的桌子上 TAS 37All clearing will be done as per the breakage prevention standards of hotel at the nominated clearing station and stewarding areas stations to be visibly clean and orderly if in front of guests view 所有的清洁工作需按照酒店的防止破损标准来做 不管是供中转的服务柜 还是管事部 的区域 对着客人的服务柜一定要保持干净和有序的 TAS 38Appropriate chinaware flatware and utensils will be placed before not simultaneously with course service service flatware and chopsticks to be placed on or near share dishes at appropriate times 相对应的瓷器 餐具和器具将在上菜之前 而不是同时 摆好 另外餐具和筷子的摆放 在合适的时间和位置 TAS 39All shellfish dishes will be accompanied by claw cracker and lobster pick 所有贝壳类的菜都应配备蟹夹和龙虾凿 TAS 40All meat dishes will be accompanied by a serrated dinner knife optional 所有肉类的食物都配备锯齿状的刀 TAS 41There will be no paper doily under liners in food presentation 不使用纸制的垫子放在食物的下边 TAS 42Tables will be crumbed after main course is removed dining plates changed after every course 在主菜收完后应扫台 在每一道用完后换碟 TAS 43Associates will offer dessert fruit course and appropriate beverage after main course is removed Within 4 Minutes 在主菜收完后的四分钟内应询问客人是否需要甜品及相对应的饮料 TAS 44Coffee and tea will be offered and served at time of dessert order or after dessert service according to local custom and or guest s wish 根据客人的要求 可以在上甜品时或用完甜品后服务咖啡或茶 TAS 45Associates will offer digestives and cognac after coffee tea is served cigars also optional cigar service executed as per hotel standard 在咖啡服务完后应提供给客人一些助消化的饮料和白兰地 TAS 46Ashtrays will be exchanged immediately after two cigarette butts have been extinguished 在香烟缸中有两个烟蒂时就应替换 Comply Not Comply 4 POINTS BY SHERATON SHENZHENSPPS TASTE ADD W CAF eg Please give us your feedback 服务甜品 水果时要配相对应的器具 用具 等 当客人需要结帐时我们必需在 2 分钟内 检查并递上干净的帐夹和本酒店的笔 客人意见表 并请客人填写此表 请留下你的意 见 Guest check payment process will be completed within 4 minutes of guest request 在客人要求结帐的四分钟内完成结帐的过程 Associates to use departing standard offering a thank you and pleasant parting remark eg Thank You we ll See You Again 员工用标准的语言感谢客人光临并且说 谢谢你 下次再见 TAS 48Non smoking or smoking seating will be offered to each guest 应对每位客人提供吸烟区和非吸烟区 TAS 49Guests will be seated only at clean and fully set tables 只给客人提供干净和布置齐全的桌子 TAS 50Chair and coat assistance will be offered as well as baby chairs 给客人提供干净的椅和椅套 还有儿童椅 TAS 51Standard condiments will be delivered without request 必需的调味品无需客人要求应及时呈上 TAS 52Beverages and aperitifs will be offered promptly and served within 3 minutes of order 三分钟之内饮料和餐前酒需在点单后及时地给客人送上 TAS 53At breakfast coffee and tea will be served within one minute of seating 早餐期间 咖啡和茶在客人坐下一分钟之内服务 TAS 54At breakfast coffee cups will be refilled within 2 minutes or being fewer 1 3 cupful 早餐时间咖啡续杯在两分钟之内完成 或只有 1 3 杯满时 Guest Satisfaction Checks During Meal eg Thank You we ll See You Again as well as assist with the chairs coats etc Managers and Team Leaders to also check for guest satisfaction by approaching each table at least once per meal period example approach Hello I am I hope you are enjoying your experience 所有的员工要感谢客人 期望他们的再次光临 谢谢你 希望能再次见到你 帮 助客人拉椅子和拿外衣 在用餐期间经理和主管人员最好可以到每一张台问客人意见 接近客人并说 你好 我是 希望大家满意 Comply Not Comply 4 POINTS BY SHERATON SHENZHENSPPS TASTE ADD W CAF not by the guest 员工将为客人倒酒和续杯 当客人点白葡萄酒 香槟 粉红葡萄酒时 应准备相应的酒桶 和餐酒布 红酒放在桌上的左边 员工为客人倒酒而不是客人自己 Comply Not Comply 4 POINTS BY SHERATON SHENZHENSPPS TASTE ADD W CAF label facing guest 啤酒必须在客人面前倒酒 酒瓶应放于桌上并将酒牌对着客人 TAS 68 A new glass is given for every new beer purchased 新点的啤酒必须用新的杯子 TAS 69 Ice is not served in glass with mineral water or fruit juices unless requested No lemon slice will be served unless requested 除非客人要求上矿泉水或果汁时 不能将冰块放入杯中 柠檬片也是一样 Order Taking 点单 点单 TAS 70Associates will be ready to take order within 5 minutes of guest being seated unless the guest is waiting for some other guests to arrive 除了客人在等待其他客人之外 服务生应在客人坐下 5 分钟之内及时给客人点单 TAS 71All orders will be repeated back to guest from order pad and correctly entered into POS system 服务生应为客人重复所点的菜单再输入 POS 系统 Attending Tables 主要服务 主要服务 TAS 72Bread condiments and ice water will automatically be served to all guests when appropriate if drinks are not ordered 在适当的时候或客人没有点饮料时 服务生应为所有的客人主动提供面包 调味品和瓶 装冰水 TAS 73After ordering starter course will be served within 10 15 minutes If only main course is ordered it will be served within 15 20 minutes unless otherwise advised No more than 5 minutes will pass between clearing one course and serving next 点单后 头盘应在 10 15 分钟送上 如果只有主菜 将在 15 20 分钟内送上 除非有 其他考虑 在撤上一道菜和送下一道菜的时间不能超过 5 分钟 TAS 74Guests will be in clear view of associates clean service station when not being serve 当服务生 或服务区不忙时 也应及时关注客人 TAS 75Managers Team Leaders and associates as well as culinary team will interact with guests at buffet areas assist them with queries and offer recommendations 经理 主管和普通员工 甚至厨房的员工都可以帮助解答客人的问题和给出建议 TAS 76Associate will return to ascertain guest satisfaction during main course and at completion of meal Comply Not Comply 4 POINTS BY SHERATON SHENZHENSPPS TASTE ADD W CAF eg Thank You we ll See You Again 服务生应在客人用餐结束时感谢客人 并在客人离开时留下好的印象 TAS 80No water glass or coffee cup will remain empty more than 2 minutes without refill offer If no refill is required empty cup glass will be promptly removed 如果客人续杯应在两分钟内完成 如果客人无需续杯 空杯应马上撤走 Set Up Standards 摆台标准 摆台标准 TAS 81All tables will be set for the maximum number of guests with extra place settings cleared for fewer guests except for breakfast 除早餐外 所有的桌子都将为客人最大数摆台 必须为几位客人增加多余的空间 TAS 82At start of each shift the Manager or Supervisor will brief staff on 在每次换班的时候 经理或主管将开简单的班前会 Special events 特殊事件 Promotions 促销 VIPs 重要的客人 Hotel occupancy 酒店入住率 Cover forecast and peak times 客人预测率和高峰时段 Staffing levels 员工层次 Station assignments 岗位分配 Special assignments 特殊分配 Food specials and their composition garnishes appropriate utensils and service techniques items not available 特殊事物和他们的成分 装饰 合适的容器和 服务技巧 Role play 角色扮演 4 points SPPS 福朋喜来登酒店服务程序和标准 TAS 83Associates will have up to date task checklist and job standards for 员工将有最新的任务列表 检查和工作标准 Cleaning and restocking pantries buffets and service stations 打扫和补充备餐间 自助餐和服务台 Comply Not Comply 4 POINTS BY SHERATON SHENZHENSPPS TASTE ADD W CAF buffet and stations as well as back of house areas 布置和重新布置和清洁桌子 以及自助餐和服务台 还有后面备餐区 TAS 84Restaurant will be fully set up 30 minutes prior to the commencement of each meal period inclusive of buffets 餐厅的所有桌子布置必须在每餐开餐前 30 分钟完成自助餐也是 Facilities 设施 设施 TAS 85Background music will be in used during opening hours Managers team leaders will be responsible of the flow of the music and level of volume 背景音乐应在营业时间内播放 经理 主管应负责音乐的类型和音量大小 TAS 86Carpets will not be spotted stained ripped or littered 地毯不能有斑点 有褪色或者有裂缝 TAS 87Floors will be polished with no debris 地板应光亮 没有碎片在上面 TAS 88Temperature will be 21 C 1 C in winter and 23 C 1 C in summer 餐厅内冬天温度应在 21 度左右 夏天温度应在 23 度左右 Furniture 家具家具 TAS 89Table will be steady 桌子必须牢固 TAS 90Table finishes will not be chipped worn or scratched 桌子表面不能有缺口 磨损和损坏 TAS 91There will be no dust or dirt build up 桌上不能有灰尘和尘土 TAS 92Undersides of tables will be free of chewing gum Comply Not Comply 4 POINTS BY SHERATON SHENZHENSPPS TASTE ADD W CAF with skim milk milk and cream 热饮包括五种茶 咖啡 无咖啡因咖啡 牛奶 热巧克力 脱脂牛奶和奶油 Cut fresh fruit minimum 4 切好的新鲜水果 至少 4 种 Full Breakfast 美式早餐美式早餐 TAS 119Selection from the continental breakfast range 除欧式早餐中选择 2 eggs prepared to order including fried scrambled boiled poached and omelette 准备两个蛋 包括煎蛋 炒蛋 煮蛋 水波蛋和煎蛋卷 Served with customer s choice of the following minimums 以下供客人选择 Bacon ham sausage tomato hash browns minimum 3 熏肉 火煺 香肠 番茄 土豆饼 至少 3 种 Waffles or American style pancakes maple syrup and honey optional 华夫饼干或美式薄饼 枫糖浆和蜂蜜 任选 Breakfast buffet 自助早餐自助早餐 Chilled fruit juices 冷冻果汁 Fresh fruit and fruit compotes 新鲜水果和糖渍水果 Yoghurt including plain yoghurt 酸奶包括原味酸奶 Cereals and muesli 不同的谷类麦片 Assorted cold cut meat 不同的冷切肉片 Breakfast cheese 早餐奶酪 Specially bakery items 特殊面包 Toast bread 土司面包 Muffins 松饼 Croissants 牛角包 Preserves including honey 果酱包括蜂蜜 Comply Not Comply 4 POINTS BY SHERATON SHENZHENSPPS TASTE ADD W CAF clearing will be done as per hotel breakage prevention standards Comply Not Comply 4 POINTS BY SHERATON SHENZHENSPPS TASTE ADD W CAF clean and presentable 每张桌子必须有鲜花和其它装饰品 TAS 147Linen napkins are used 使用棉布的餐巾 TAS 148Salt items not available 特殊事物和他们的成分 装饰 合适的容器和服务技巧 Role play 角色扮演 4 points SPPS 福朋喜来登酒店服务程序 procedures are reviewed and amended to avoid future occurrences of the same problem 在处理完事件后 要做相应的记录和回顾以避免下次发生同样的事情 TAS 174Socks and shoes are colour coordinated with the uniform safety shoes are worn as appropriate 袜子和鞋子需同制服的颜色相配 鞋子要舒适和安全 TAS 175Every associate wears a nametag on the left pocket chest as part of their uniform Brand Graphic Standards are followed for nametags including the prescribed brand logo and associate name 每一个员工需将名牌带在制服左边的口袋上 确保正确的名牌 名字酒店的店徽 Managers include first and last name and title if desired supervisors include first name and may also include last name if desired hourly associates include first name only 经理的名牌要清楚写明职务 姓 和名 主管的名牌将会有名也许会有姓 普通员工将只 有名 Geographic origin of associate may be included on the name tag at the option of the hotel and associate 员工名牌需要写清楚员工所属的部门 TAS 176 All calls internal and e