餐饮-SOP--中英文对照版

DAYS HOTEL SUITES JIAOZUO STANDARD OPERATING PROCEDURES AND TRAINING MANUAL 1 Department 部门 部门 Chinese Rest 餐饮部帝苑中餐厅餐饮部帝苑中餐厅Job Title 职位 职位 Service Associate 餐厅经理餐厅经理 Task 工作职责 工作职责 Order Taking 点点 单单Task No 工作编号 工作编号 001OJT Hours 培训时间 培训时间 30 Minutes30 分钟分钟 INTRODUCTION 介绍 Objective 目标 Order Taking 点 单 Needs 需要 Greet the guests by name 用客人的姓名称呼客人 Interest 重要性 Training Aids Equipment 培训设备 Computer and LCD Projector 电脑 投影机 TASK BREAKDOWN 基基 本本 要要 求求MINIMUM STANDARDS 工工 作作 详详 述述TRAINER S NOTE 培培 训训 师师 事事 项项 1 The service associate approaches the guests with a writing pad and a pen in the hands listen and write down what the guest ordered 服务 员须拿好笔和本子前去点单 记下客人所点的内容 2 Greet the guests by name 用客人的姓名称呼客人 3 Make appropriate recommendations advise portion size combination 给客人适当的推荐或建议 比如分量和组成等 4 Repeat order 一定要重复点单 5 Thank you for the orders 感谢客人的点单 Prepared by 起草人 Anita Guo 郭玲玲Reviewed by 审阅人 Eric Li 李朝旭Approved by 批准人 Mr Peter Tay 郑川竹 Designation 职位 Chinese Rest Manager 中餐厅经理 Designation 职位 F B Director 餐饮部总监Designation 职位 General Manager 总经理 Sign Date 日期 May 20072007 年 5 月Sign Date 日期 May 20072007 年 5 月Sign Date 日期 May 20072007 年 5 月 DAYS HOTEL SUITES JIAOZUO STANDARD OPERATING PROCEDURES AND TRAINING MANUAL 2 Department 部门 部门 Chinese Rest 餐饮部帝苑中餐厅餐饮部帝苑中餐厅Job Title 职位 职位 Service Associate 餐厅经理餐厅经理 Task 工作职责 工作职责 Captain s Order 开单开单Task No 工作编号 工作编号 002OJT Hours 培训时间 培训时间 30 Minutes30 分钟分钟 INTRODUCTION 介绍 Objective 目标 Captain s Order 开 单 Needs 需要 The orders should be written on the captain s order according to the section where the products are produced 开单必须按出品部分开 Interest 重要性 Training Aids Equipment 培训设备 Computer and LCD Projector 电脑 投影机 TASK BREAKDOWN 基基 本本 要要 求求MINIMUM STANDARDS 工工 作作 详详 述述TRAINER S NOTE 培培 训训 师师 事事 项项 1 A property where uses the captain s order as ordering system the procedure of order taking should be applied when the order is written on the captain s order the service associate must fill in all details i e table number number of person Waiter Date 在用开单本操作的酒 店 必须有合适的操作程序 服务员应该按照要求逐项填入应有 内容 桌号 客人数 员工名和日期 2 The orders should be written on the captain s order according to the section where the products are produced 开单必须按出品部分开 3 All copies to be handed to cashier for verification meanwhile the casher s copy will be kept by the cashier the service associate should then take the rest of the copies to the pantry for distribution to the specific sections with the number of clips according to the number of dishes stated the number marked on the clips should be same as the table number stated on the captain s order 开好单所有的各联必须交 给收银员确认 同时 收银联交收银员保留 然后其它联由服务 员送到备餐间 根据开单上的菜品数量夹上相应数量的夹子后分 送到相应的各出品部 夹子的桌号和开单本上标明的桌号必须一 致 4 Waiter s copy should be kept in the service station for reference item that has been served should be crossed out by the server 服务员联应 保留在服务区间备查 已上的菜品必须从服务联上划去 Prepared by 起草人 Anita Guo 郭玲玲Reviewed by 审阅人 Eric Li 李朝旭Approved by 批准人 Mr Peter Tay 郑川竹 Designation 职位 Chinese Rest Manager 中餐厅经理 Designation 职位 F B Director 餐饮部总监Designation 职位 General Manager 总经理 Sign Date 日期 May 20072007 年 5 月Sign Date 日期 May 20072007 年 5 月Sign Date 日期 May 20072007 年 5 月 DAYS HOTEL SUITES JIAOZUO STANDARD OPERATING PROCEDURES AND TRAINING MANUAL 3 Department 部门 部门 Chinese Rest 餐饮部帝苑中餐厅餐饮部帝苑中餐厅Job Title 职位 职位 Service Associate 餐厅经理餐厅经理 Task 工作职责 工作职责 Menu Knowledge 菜单知识菜单知识Task No 工作编号 工作编号 003OJT Hours 培训时间 培训时间 30 Minutes30 分钟分钟 INTRODUCTION 介绍 Objective 目标 Menu Knowledge 菜单知识 Needs 需要 To describe the dishes on the menu to the guest in a simple and clear way 将菜单上的菜品用简单和明确的办法介绍给客人 Interest 重要性 Training Aids Equipment 培训设备 Computer and LCD Projector 电脑 投影机 TASK BREAKDOWN 基基 本本 要要 求求MINIMUM STANDARDS 工工 作作 详详 述述TRAINER S NOTE 培培 训训 师师 事事 项项 1 To describe the dishes on the menu to the guest in a simple and clear way 将菜单上的菜品用简单和明确的办法介绍给客人 2 To pronounce all food items in the menu accurate 能准确说出菜 名 3 To know the ingredients and cooking method of all items on the menu 必须熟悉菜单上的菜品的配料和制作方法 4 To know the preparation time of each dish 了解每一道菜的准备 时间 5 To know what condiments and or sauce to serve with the dish 熟 悉菜品所需跟的调配料 6 To know how the dish should be served 熟悉每一道菜的正确服务 方式 7 To know which section of kitchen to produce the dish 熟悉每一道 菜的厨部分工 8 To know what are the daily specials and seasonal ingredients 熟悉 当日特荐和时令菜品 9 To know what item is out of stock 熟悉当日估清 10 To know which are the signature dishes of the restaurant 熟悉本 餐厅的拿手 招牌 菜品 11 To know what else can be proposed to guest in terms of cooking method besides the one listed and make appropriate recommendations 熟悉除了菜单上的菜品制作方法以外的可以向 客人推荐的制作方法以便做适当的建议 12 To know the selling price of the dish 熟悉每道菜的售价 13 To know the portion size of each dish and give appropriate advises to the guest especially those served in pieces 熟悉每道菜的分量以 便给客人提出适当的建议 尤其是那些以位上的菜品 DAYS HOTEL SUITES JIAOZUO STANDARD OPERATING PROCEDURES AND TRAINING MANUAL 4 14 To know the history and the place of origin of the ingredients or dishes 了解菜品或原料的原产地和历史来源 Prepared by 起草人 Anita Guo 郭玲玲Reviewed by 审阅人 Eric Li 李朝旭Approved by 批准人 Mr Peter Tay 郑川竹 Designation 职位 Chinese Rest Manager 中餐厅经理 Designation 职位 F B Director 餐饮部总监Designation 职位 General Manager 总经理 Sign Date 日期 May 20072007 年 5 月Sign Date 日期 May 20072007 年 5 月Sign Date 日期 May 20072007 年 5 月 DAYS HOTEL SUITES JIAOZUO STANDARD OPERATING PROCEDURES AND TRAINING MANUAL 5 Department 部门 部门 Chinese Rest 餐饮部帝苑中餐厅餐饮部帝苑中餐厅Job Title 职位 职位 Service Associate 餐厅经理餐厅经理 Task 工作职责 工作职责 Breakfast Service 早餐服务Task No 工作编号 工作编号 004OJT Hours 培训时间 培训时间 30 Minutes30 分钟分钟 INTRODUCTION 介绍 Objective 目标 Breakfast Service 早餐服务 Needs 需要 All seating arrangements for bookings must be assigned accordingly before opening the door 餐厅营业之前必须安排好所有的餐桌和座位 Interest 重要性 Training Aids Equipment 培训设备 Computer and LCD Projector 电脑 投影机 TASK BREAKDOWN 基基 本本 要要 求求MINIMUM STANDARDS 工工 作作 详详 述述TRAINER S NOTE 培培 训训 师师 事事 项项 1 All seating arrangements for bookings must be assigned accordingly before opening the door 餐厅营业之前必须安排好所有的餐桌和座位 2 All mise en place must be ready for service as per SOP stated before opening 营业之前必须按照规定的标准服务程序做好准备工作 3 Check with pantry and kitchen to ensure that all confirmed menus and reserved items are in place 检查备餐间和厨房 确保所有的菜单 及服务用具放在合适的位置 4 All staff are ready and stand by for service 所有员工做好准备并且 站位 5 All sections in the kitchen are ready for service 厨房内的各个区域都已准备就绪 6 The updated newspapers are ready 报纸已更新完毕 7 Check the lighting air con are on the fire exits are unlocked 检查所有的灯光 空调都在工作的状态 安全出口确保是开启的 Prepared by 起草人 Anita Guo 郭玲玲Reviewed by 审阅人 Eric Li 李朝旭Approved by 批准人 Mr Peter Tay 郑川竹 Designation 职位 Chinese Rest Manager 中餐厅经理 Designation 职位 F B Director 餐饮部总监Designation 职位 General Manager 总经理 Sign Date 日期 May 20072007 年 5 月Sign Date 日期 May 20072007 年 5 月Sign Date 日期 May 20072007 年 5 月 DAYS HOTEL SUITES JIAOZUO STANDARD OPERATING PROCEDURES AND TRAINING MANUAL 6 Department 部门 部门 Chinese Rest 餐饮部帝苑中餐厅餐饮部帝苑中餐厅Job Title 职位 职位 Service Associate 餐厅经理餐厅经理 Task 工作职责 工作职责 Lunch Service 午餐服务午餐服务Task No 工作编号 工作编号 005OJT Hours 培训时间 培训时间 30 Minutes30 分钟分钟 INTRODUCTION 介绍 Objective 目标 Lunch Service 午餐服务 Needs 需要 All seating arrangements for bookings must be assigned accordingly before opening the door 开餐前座位安排必须就绪 Interest 重要性 Training Aids Equipment 培训设备 Computer and LCD Projector 电脑 投影机 TASK BREAKDOWN 基基 本本 要要 求求MINIMUM STANDARDS 工工 作作 详详 述述TRAINER S NOTE 培培 训训 师师 事事 项项 When the guests arrive at the restaurant they must be welcome by cheerful smiling faces with a warm and polity greeting Good Morning OR Ni Hao in China 当客人到来时 在门口必须有人迎接 迎接 者的微笑必须灿烂 问候必须礼貌 英语的 GOOD MORNING 或国语的 您好 是 必须要有的 1 All seating arrangements for bookings must be assigned accordingly before opening the door 开餐前座位安排必须就绪 2 All mise en place must be ready for service as per SOP stated before opening 所有的准备工作必须按照标准工作程序所要求 的在餐前做好 3 Check with pantry and kitchen to ensure that all confirmed menus and reserved items are in place 检查一下备餐间和厨房 确定所 有预定的菜单和确定的菜品都已经准备就绪 4 ATo call the guests of party for 6 and above and those who have booked the PDRs to reconfirm and to reconfirm the time number of persons and all related details if there is any changes alterations adjustments must be done right away 领位员须给六人以上的定 了包房的客人打电话以确认时间 客人数和所有相关的细节 若有任何变化 须马上给客人提出相应的建议并变更相关的所 有内容 5 All staff are stand by and ready for service 所有员工须时刻准备待 命 6 All sections in the kitchen are ready for service 厨房的各部必须一 切准备就绪 7 The updated newspapers are ready 报纸必须是最新的 8 Check the lighting air con are on the fire exits are unlocked 检查 灯光 空调是否已经开启 防火通道门是否已经开启 9 All tables are properly set as required 所有桌面均已按照预定要求 调整摆放 10 The pantry has all condiments and sauces prepared as per SOP 备 餐间的所有调配料均已经按照标准工作程序准备就绪 11 The door of the restaurant must be opened on time there is no DAYS HOTEL SUITES JIAOZUO STANDARD OPERATING PROCEDURES AND TRAINING MANUAL 7 circumstances the door can be opened later than originally scheduled 餐厅的开门时间必须准时 任何时候餐厅的门都不可 以比规定营业时间晚开 12 If the dim sum SOP is NCR tick form the tick forms in folder with a pen must be placed on all guest tables 13 If the Dim Sum are to be served from trolleys all trolleys must be ready for service 14 The guests to be brought to the designated table the service associate must approach to the guest and greet them with a shining smiling face and the SOP stated should be applied 当客人被带到 相应的餐桌前时 服务员必须马上按照标准服务程序的要求带 着灿烂的微笑上前 15 The names on directional sign are set accordingly 方向标志必须 事先放好 16 The PDRs are set according to the requirements as per required 包 房必须根据客人的要求布置好 17 For those parties to be held in PDRs thus the menu is still not yet confirmed a menu proposal to be ready for the guest and propose to them when they arrive 对那些定了包房但还没有确定菜单的客 人 建议的菜单必须事先准备好 一旦客人到了以后就可以向 客人推荐了 Prepared by 起草人 Anita Guo 郭玲玲Reviewed by 审阅人 Eric Li 李朝旭Approved by 批准人 Mr Peter Tay 郑川竹 Designation 职位 Chinese Rest Manager 中餐厅经理 Designation 职位 F B Director 餐饮部总监Designation 职位 General Manager 总经理 Sign Date 日期 May 20072007 年 5 月Sign Date 日期 May 20072007 年 5 月Sign Date 日期 May 20072007 年 5 月 DAYS HOTEL SUITES JIAOZUO STANDARD OPERATING PROCEDURES AND TRAINING MANUAL 8 Department 部门 部门 Chinese Rest 餐饮部帝苑中餐厅餐饮部帝苑中餐厅Job Title 职位 职位 Service Associate 餐厅经理餐厅经理 Task 工作职责 工作职责 Service A La Carte Dining 服务服务 单点用餐单点用餐 Task No 工作编号 工作编号 006OJT Hours 培训时间 培训时间 30 Minutes30 分钟分钟 INTRODUCTION 介绍 Objective 目标 Service A La Carte Dining 服务 单点用餐 Needs 需要 To express to guests to enjoy the dish 必须要祝客人用餐愉快 Interest 重要性 Training Aids Equipment 培训设备 Computer and LCD Projector 电脑 投影机 TASK BREAKDOWN 基基 本本 要要 求求MINIMUM STANDARDS 工工 作作 详详 述述TRAINER S NOTE 培培 训训 师师 事事 项项 1 Foods to be placed onto the guest table directly by the runner under safety condition service require special techniques and skill such as debone fish portioning carving etc must be carried out by experienced staff 食品直接由传菜员安全地送上桌 需要特别 服务技巧的服务工作必须由有经验的服务员来做 比如 分鱼 分餐 片鸭等 2 To announce the name of the dish when putting onto the guest table advise the guests the condiments sauce served with the dish 在菜品上桌前必须告诉客人菜名 并需要告诉客人跟菜品的调 配料 3 To express to guests to enjoy the dish 必须要祝客人用餐愉快 4 Observes whether rice is should be served with the meal 观察一 下是否需要跟米饭服务 5 Check whether the food served are sufficient any more rice side order to add 检查一下食品是否足够 是否需要再加点米饭还 是再要加一些菜等 6 Make sure that all food ordered have been served correctly and in normal preparation time 一定要保证所有的菜品都得到正确的服 务 菜品准备时间得当 7 Transfer the left over food to a small plate in order to make room to put on other dish es 适时将大盘换成小盘以便留出空间放其它 的菜品 8 When guests have finished their meal remove the dishes guest must be acknowledged and check with guests whether those left over foods need to be packed and take away 客人用餐完毕 将所 有的盘撤走 但必须先知会客人 同时询问一下客人剩下的菜 品是否需要打包带走 DAYS HOTEL SUITES JIAOZUO STANDARD OPERATING PROCEDURES AND TRAINING MANUAL 9 9 Remove the settings 将餐具收走 10 Clean the lazy susan serve the guests with new cups and fresh tea hot towels remove the old tea cups 清洁一下转盘 给客人上一 次新的茶具和新泡的一壶茶 再上一遍热毛巾 将先前用的茶 杯收走 11 Serve dessert and fruit 服务甜品和水果 12 Put the table decoration back on the table 将台花放回桌面 13 Get the bill ready for settlement 准备好帐单以备结帐 Prepared by 起草人 Anita Guo 郭玲玲Reviewed by 审阅人 Eric Li 李朝旭Approved by 批准人 Mr Peter Tay 郑川竹 Designation 职位 Chinese Rest Manager 中餐厅经理 Designation 职位 F B Director 餐饮部总监Designation 职位 General Manager 总经理 Sign Date 日期 May 20072007 年 5 月Sign Date 日期 May 20072007 年 5 月Sign Date 日期 May 20072007 年 5 月 DAYS HOTEL SUITES JIAOZUO STANDARD OPERATING PROCEDURES AND TRAINING MANUAL 10 Department 部门 部门 Chinese Rest 餐饮部帝苑中餐厅餐饮部帝苑中餐厅Job Title 职位 职位 Service Associate 餐厅经理餐厅经理 Task 工作职责 工作职责 Family Style Service 家庭式的服务家庭式的服务 Task No 工作编号 工作编号 007OJT Hours 培训时间 培训时间 30 Minutes30 分钟分钟 INTRODUCTION 介绍 Objective 目标 Family Style Service 家庭式的服务 Needs 需要 Interest 重要性 Training Aids Equipment 培训设备 Computer and LCD Projector 电脑 投影机 TASK BREAKDOWN 基基 本本 要要 求求MINIMUM STANDARDS 工工 作作 详详 述述TRAINER S NOTE 培培 训训 师师 事事 项项 1 When the guests place the order the service associate must check with the guests how they want their foods to be served family style means the food ordered will be served more less at the same time on the guest table for them to help themselves 当客人点好餐之后 服务员应向客人询问是否需要家庭式服务还是分餐服务等 家 庭式服务的方式就是菜品一般都是在差不多同一时间上桌 然 后由客人自行服务 2 Foods to be placed onto the table directly with a serving spoon gears on the side of the dish for the guests to help themselves 食品 上桌时同时跟上公匙和公筷 3 Before the dish is placed on the dining table the server must ensure that there is sufficient space to put the dish on If there is no more space the server should take one or two dishes out of which have been consumed the most part transfer the left over to a small plate and put them back on the table certainly the guests must be informed before doing that 在菜品上桌前 服务员必须首先将桌 面做好调整 以便有足够的空间放新的菜品 如果空间不够的 话 服务员应该将桌面上消耗最多的盘子撤下换成小盘再上桌 当然这点必须得到客人的同意 4 Do not put the dish on top of other plates 千万不要将盘子叠在其 它盘子上 Prepared by 起草人 Anita Guo 郭玲玲Reviewed by 审阅人 Eric Li 李朝旭Approved by 批准人 Mr Peter Tay 郑川竹 Designation 职位 Chinese Rest Manager 中餐厅经理 Designation 职位 F B Director 餐饮部总监Designation 职位 General Manager 总经理 Sign Date 日期 May 20072007 年 5 月Sign Date 日期 May 20072007 年 5 月Sign Date 日期 May 20072007 年 5 月 DAYS HOTEL SUITES JIAOZUO STANDARD OPERATING PROCEDURES AND TRAINING MANUAL 11 Department 部门 部门 Chinese Rest 餐饮部帝苑中餐厅餐饮部帝苑中餐厅Job Title 职位 职位 Service Associate 餐厅经理餐厅经理 Task 工作职责 工作职责 PDR Service 包房服务包房服务Task No 工作编号 工作编号 008OJT Hours 培训时间 培训时间 30 Minutes30 分钟分钟 INTRODUCTION 介绍 Objective 目标 PDR Service 包房服务 Needs 需要 One table menu is for 3 4 persons Interest 重要性 Training Aids Equipment 培训设备 Computer and LCD Projector 电脑 投影机 TASK BREAKDOWN 基基 本本 要要 求求MINIMUM STANDARDS 工工 作作 详详 述述TRAINER S NOTE 培培 训训 师师 事事 项项 1 The PDR must be set up as per requested such as number of attendance table and seating arrangements table top requirements 包房的准备必须按照客人的要求 比如 客人 人数 桌面的摆台要求 中心摆位的要求等 2 Check whether the guest is on the guest history record chopstick club or bottle club 查一下该客人是否是老顾客 有没有他的客 史记录等 3 If the name is on the list look at the guest history record to find out the guest s likes dislikes and special requirements and apply accordingly 如果是的话 看一下记录 看看他有什么嗜好 有 什么忌口的食品等以及他有什么特别的要求 4 If the menu has been confirmed table menus must be placed on the table 如果菜单已经确认 那么菜单必须预先放在桌上 5 All mise en place must be checked and ready for service and ensure that those are what the guest requested 检查所有的餐前准备工作 并确保都是客人所要求的 6 Service Bar must be set as per SOP 专用水吧必须按照我们的基 本服务要求准备好 7 Set up pre dinner cocktail area if required 如果有要求的话 准备 好餐前的餐前酒区间 8 The service associate assigned for the PDR must check whether the kitchen order is in order and in place as requested and ready for service if the menu has been confirmed 包房服务员必须检查一 下菜单是否已按要求在厨房准备就绪了 如果菜单已确认的话 9 Have all condiments and sauces ready according to the menu 根据 菜单 所有的调配料必须准备好 DAYS HOTEL SUITES JIAOZUO STANDARD OPERATING PROCEDURES AND TRAINING MANUAL 13 10 Check if there is any special requests such as seating arrangements baby chair number of seats table decorations face towels serving gears operating equipments special wine beverage arrangements no pork no lard vegetarian 查看一下是 否有任何特别的要求 比如 桌位安排等 需不需要婴儿椅 一共几位 桌面装饰要求 小毛巾 公共用具 餐具 葡萄酒 要求 酒水要求等 11 Any special requests must be executed have the beverages stand by and the related equipments ready such as glasses wine cooler baskets warmer for Chinese Hua Tiao Wine pot cups dried prunes rock sugar 客人的任何要求必须要兑现 要准备好所 有相关的用具 比如 玻璃杯 冰桶 葡萄酒篮 花雕酒保温 桶 花雕壶 花雕杯和干话梅 12 The manager must introduce himself to the host or the organizer in the mean time he should find out what is the nature of the party unless he has known before hand If this is a birthday party he should check whether the cake has been arranged and who is the birthday boy so the arrangements can be made meanwhile he should also introduce the service associate who is assigned to take care of this party to the guest 餐厅经理必须向客人或宴会组织者 做自我介绍 同时必须搞清楚宴会的性质除非事先知晓 如果 是生日聚会的话 他必须检查一下生日蛋糕是否已定和谁是当 天的寿星 这样就可以做相应的安排 同时他应该将负责该房 间服务的服务员也介绍给客人 13 The service associate must get to know who the host is who the organizer is who the guest of honour is how they should be addressed and go through once again with the host or the organizer all details the best timing is to do it before the arrival of the rest of the guests 服务员必须知道该桌的主人是谁 组织者又是谁 谁是主宾 分别应该如何称呼 最后和主人或组织者确认一遍 所有的细节 这一点最好是在开餐前做 14 Check whether wines liquors beverages displayed on the service bar meet with the host s requirements i e he would like to go for premium brands regular brands or any particular brands items must be alternated immediately 检查一下水吧上面所准备的饮品 是否和客人的要求有异 比如 他是否有对特定品牌的选择 有选择的必须可以马上选择的 15 Soya sauce tidbits can be pre set on the table face towels can be pre placed drinking water can be pre poured wine can be opened to let it breath if the wine is confirmed in advance 酱油和小食可 以预先放在桌上 小毛巾也可以预先放在桌上 葡萄酒可以先 DAYS HOTEL SUITES JIAOZUO STANDARD OPERATING PROCEDURES AND TRAINING MANUAL 14 打开以便和空气接触 当然这点必须是预先得到确认的 16 If the menu is not yet confirmed a menu proposal must be ready at average price and keep aside when the host or the organizer arrived can show it to him 如果菜单尚未确认 我们推荐的菜单 必须已经准备好以供客人挑选 菜