国外豪华星级酒店工作手册英文版的运作手册.doc

此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 Rosewood Hotels drinks are not auctioned Beverages are served to the right of the guest Employee does not touch the rim of the glass when serving beverages 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 BEVERAGES Wines by the glass presented and served from bottle in formal dining rooms luncheon dinner Beverages served within three minutes of ordering Coffee tea offered after meal luncheon dinner MENUS Server inquires if guest would prefer to sit with a cocktail or would like to see the menus Menus are presented opened to the ladies first from the left with the left hand Chef s specials are recited and described in an informative and appealing manner Guests are provided with a menu within 5 minutes of cocktails being served dinner only All menus are clean and in good repair 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 UPSELLING Order taker suggests accompaniments Up selling is made using descriptive words SERVICE Menu offered unless buffet service Wine list offered luncheon dinner Waiter knowledgeable about all menu items in terms of preparation ingredients presentation and flavour Juice of the Day offered or other fruit juice breakfast Selection of teas or coffees offered within two minutes of seating breakfast Beverages served within three minutes of ordering Daily specials presented by the order taker Requested items served within 10 minutes of ordering breakfast 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 Special menu requests and preparation methods are graciously accepted First course served within 10 minutes of ordering luncheon dinner Management visible and accessible during peak service periods Guest offered dessert menu luncheon dinner non buffet service 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 WINE food is not auctioned Hot food is served hot cold food is served cold All dirty silverware is removed and replaced as needed before items are served Appetisers are cleared from the right when all guests have finished Items are cleaned neatly and quietly 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 ENTR E SERVICE Appetizer plates dirty flatware and related condiments are removed from the table before entree is served Guests receive the correct entree as ordered complete with side dishes condiments or sauces and correct utensils Plates are free of spills and fingerprints Guests receive food ordered food is not auctioned Hot food is served hot cold food is served cold Only complete orders are brought to the table DESSERT SERVICE Specific dessert recommendations are made when presenting the dessert menu tray or cart Specific after dinner drinks are offered during dessert service dinner only ABSENCE OF GUEST AT TABLE When a guest leaves the table during service his or her napkin is neatly refolded and placed across the chair arm before return Guest who are absent from the table when food is 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 being served are given their plates upon returning to the table Food is kept at the proper temperature while guests are away from their table 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 CRUMB TABLE Tables are crumbed after entree and between courses if necessary Ladies portion of the table is crumbed first and the host last FINGER TOWELS OR BOWLS Finger towels or bowls with lemon are offered for messy food items TABLE MAINTENANCE Table is checked within three minutes after serving food Specific questions are asked to ensure guest is satisfied All beverages are refreshed when 2 3 empty All ashtrays are capped when each cigarette is extinguished Empty drink glasses stirrers straws garnishes and sugar wrappers are removed Bread and butter is replenished as necessary Table is ready for all courses with the correct silverware china and enough space so the table is not overcrowded bread and butter plate is replaced if soiled 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 CHINA AND GLASSWARE REMOVAL All food is cleared from the right All beverages are cleared from the right Courses are cleared in a timely fashion only when all guests are finished or as guest requests Clearing is unobtrusive quiet and skillful with nothing dropped or spilled Clearing is completed clockwise with ladies attended first All action must take place behind the guest not at his or her side All items are carried on a tray through the room Appetizers are cleared before the entree is served entree is cleared before dessert Condiments side plates and silver are cleared after each respective course Guests have correct silverware for additional course before it is served Plates are cleared when all guests are finished or as indicated by the Captain 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 CIGARETTE SERVICE IF APPLICABLE Servers get cigarettes for all guests as needed Cigarettes are presented on a bread and butter plate with a package of matches Guests cigarettes are lighted by Server using logo matches or lighter CHECK PRESENTATION Server returns to table within three minutes after presenting the check for payment Check is presented after dessert coffee and after dinner drinks have been served Check is correct and neat presented in a check presenter Guest does not have to ask for the check After dinner amenity is served with the check dinner in formal dining room only FAREWELL Guest check if presented is placed discreetly on table with a logo pen for signing the check 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 Guest graciously thanked by name and asked to return 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 SEQUENCE OF BREAKFAST SERVICE Arrival at podium Acknowledgement by hostess Escorted to table Assisted in seating napkin unfolded menu given if applicable Beverage order taken informed of buffet if applicable Beverage order served Order taken Breakfast served SEQUENCE OF FORMAL DINNER SERVICE Arrival at podium Acknowledgement by hostess Escorted to table Assisted in seating napkin unfolded Approach by captain using name Aperitif order taken Beverage order served with savouries 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 When through offered menu by captain announcing specials etc Order taken Amuse Bouche served wine list offered 1st course served bread passed or served at that time 2nd course served Intermezzo if necessary Main course service Dessert menu offered Order taken pre desserts served Dessert service with petit fours Clean dessert serve coffee Offer Cognacs and liquors All silver is set course by course prior to item served Call back by Maitre d after main course VIP tables Maitre d takes order and serves at least one course Sommelier service whenever applicable 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 SEQUENCE OF INFORMAL LUNCH DINNER SERVICE Arrival at podium Acknowledgement by hostess Escorted to table Assisted in seating napkin unfolded Approach by captain using name Beverage order taken Beverage order served Offered menu and wine list by captain announcing specials etc OR offered menu and wine list when seated Order taken 1st course served bread passed or served at that time 2nd course served Main course service Dessert menu offered Dessert and coffee service All silver is set course by course prior to item served Call back by Maitre d after main course 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 VIP tables Maitre d takes order and serves at least one course Sommelier service whenever applicable MANAGEMENT VISIBILITY Management visible and accessible during peak service periods 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 IN ROOM DINING To provide a personalized and private dining experience with service levels equivalent to that of a Rosewood restaurant TELEPHONE MANNER Phone answered within three rings Order taker is courteous well spoken and uses guest name Name used at least twice during order taking conversation No significant background noise heard by guests MENU KNOWLEDGE Order taker knowledgeable about all menu items Recognises special dietary needs Presents daily menu specials when taking lunch dinner order Order taker makes wine beverage recommendations according to the order UPSELLING All employees are knowledgeable of daily features and communicate them to guests 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 Descriptive words are used to suggest beverages daily specials soups salads or desserts All employees are completely familiar with menu items in order to assist the guest answer questions accurately and maximise sales through upselling 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 ORDER TAKING Employee is polite knowledgeable and professional Room number guest name and number of covers are verified before hanging up All orders repeated back to the guest Order taker offers course by course delivery of lunch dinner orders All orders are quoted with accurate delivery time Guest s name is used a minimum of two times Orders are delivered within 5 minutes of quoted time Guest is thanked for placing the order using guest s name All orders are verified through the POS system DELIVERY TIMES SET UP OF TABLE IN ROOM Pre order Beverages Coffee Tea Continental Breakfast Cooked Breakfast Lunch Dinner Within five minutes of requested time Within ten minutes when requested Within fifteen minutes 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 Within twenty five minutes Within thirty minutes whenever possible based on cook times delivery distance etc 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 PREPARATION TRAY STANDARDS All items placed on table trays are dry and polished free of chips cracks tarnish spots or food particles Linen china glass silver free of damage and clean Fresh flowers always provided Specific trays are used for Room Service that have been lined Room Service tables are only used for Room Service orders Room Service tables are Sturdy Wheels don t squeak Covered with fresh linen Undamaged Free of food debris dirt or grease Equipped with warmers in clean and working condition Trays are Undamaged Free of chips 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 Free of food debris dirt or grease 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 TABLE TRAY CONDITION All trays tables are checked prior to delivery Tables and trays are equipped with respective utensils china and condiments for that order Equipment polished and clean Linen is pressed and free of holes tears and stains Proper temperature quality of food is maintained All condiments that may be needed are present and in good condition Plates are covered and free of spills chips or cracks Glasses are covered and free of spots streaks chips cracks lipstick or debris Ice is fresh and not melted Flatware is clean and free of tarnish bends or debris Guest s bill is in check folder with working logo pen Actual order is compared to check All equipment is polished free from food spills stains and debris All linen is clean with no holes stains or tears All orders have fresh flowers and call back cards 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 All hot food is covered in a hot box all other food and beverages are covered Food is presented according to plating guides Guest receives all items ordered All items delivered are rung up on check 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 GUEST INTRODUCTION Items on table tray that have moved during transport are adjusted Door is knocked on with knuckles or bell is rung Service staff announces In Room Dining Guest is warmly greeted by name Service is personalized and professional Staff set dining table where appropriate Check for guest s approval Use guest name twice during service Check is presented and taken back after the guest has signed All service delivery and gratuities to be noted on check when clearing IN ROOM SERVICE Tray Service Guest is asked where they would like to sit All orders are placed on a table or desk All plastic wrap is removed prior to entering room 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 Offer is extended to pour beverages Orders are verified with the guests Plate covers are removed Check is presented to the guest Guests is informed of dish removal procedure Guest is thanked and asked if they need anything else Guest is wished a pleasant meal Table Service Guest is asked where they would like to sit Chairs are placed in appropriate positions Place settings are straightened Condiments and glassware is arranged Plates are arranged so that cold food if applicable is placed in the middle of place setting Guests are seated and napkin is placed in their lap Offer is extended to pour beverages Wine and champagne bottles are opened and 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 professionally served Mixed drinks served in club style Ladies are served first from the right Guests are warned that plates are hot Side towel is used when handling plates All plastic wrap is removed prior entering the guest room Orders are verified with the guests Plate covers are removed Check is presented to the guest Guests is informed of dish removal procedure Guest is thanked and asked if they need anything else Guest is wished a pleasant meal 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 DOOR KNOB MENUS IF APPLICABLE Doorknob menus are picked up from guests doorknobs by designated time Guest receives order within 5 minutes of selected time FAREWELL Staff bid farewell and enquire if anything further is required Tray table removal is offered when the server leaves Tray table is not left in the corridor Dirty dishes in hallways removed within thirty minutes No tables or trays are present in hallways or outside of guests rooms HOSPITALITY ROOMS Hospitality rooms are ready 30 minutes prior to scheduled starting time All Hospitality rooms are checked throughout the duration of guest s stay once daily AMENITIES Menu of amenities with prices is available for guests to order from to include but not limited to 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 Fruit Baskets Cheese Trays Amenity card or a business card with a hand written note is delivered with amenities as specified on order Appropriate condiments or silverware and china accompany amenities are clean and in good condition Products fresh and of good flavour Napkins are provided for all food amenities VIP amenities replenished daily if fruit has been used only fresh whole seasonal fruit used 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 CALL BACK sheets and duvet cover are 100 cotton Bed linen thread count of 165 threads per square inch Patio balcony if applicable cleaned daily 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 TURN DOWN SERVICE Provided to all occupied and arrival rooms Bedspread removed and neatly stowed not put directly on the floor Bedsheets turned down and arranged with minimum of 4 pillows king size down feather All used towels replaced Trash bins and ashtrays emptied and cleaned Complimentary water with appropriate set up provided TV remote control placed at bedside TV cabinet opened Breakfast doorknob menu placed in convenient location GUEST ROOM CONTENTS Table top magazines in each room and a selection of three magazines per suite Analogue modem and fax jack conveniently located in all rooms if telephones available Guest comment card visible in all rooms and suites 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 Note pad and pen pencil located at each telephone Stationery box or folder containing minimum of 6 letterhead envelopes postcards Comment cs5 Page 149 do we want to add Lady Primrose as the standard 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 BATHROOMS All bathroom sanitary fixtures are sparkling clean and sanitised daily Good lighting at mirrors appropriate to shaving and applying make up Drains and exhaust fan operate quietly Hot water available within one minute hot water temperature is 115 F 45 C maximum BATHROOM AMENITIES Flowers placed on the vanity unit in bathroom Hand soap at each sink and bidet Bath soap at each bathtub and shower Bath gel at each bathtub Moisturiser at sink area Cotton balls at sink area Shower cap near bath and shower Facial tissues in presentation box near sink Spare toilet paper wrapped in decorative paper with ribbon 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 TOWELS PROVIDED Clean soft absorbent and in good condition Towels 100 cotton 550 grams per square metre Four bath towels Two hand towels Two wash cloths One bath mat 800 grams per square metre One bath rug Two bath robes on hook All linen terry not worn or snagged CLOSET CONTENTS Six wood suit hangers non captive Six wood skirt hangers non captive Three silk padded hangers non captive Two fabric laundry bags with laundry slips where appropriate Tie rack Shoe horn Clothes brush 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 GUEST SERVICE DIRECTORY CONTENTS Welcome letter from Managing Director List of all hotel services In Room Dining menus including children s menu Telephone and voicemail instructions Written in the local language English and the language of any country representing more than 25 of the hotel guests Directory of Rosewood Hotels and Resorts placed in all suites rooms 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 ON DEMAND ITEMS Foam pillows Cotton blankets Baby cribs Roll away beds non folding Adapters electrical and telephone and transformers Bedboards Ironing board and steam iron Prayer mat Exercise equipment Hairdryer curling tongs rollers Hair brush Telephone jack converters CD s Videos US UK Video Recorder Heaters Humidifiers Fans Facial Steamers Greetings cards Comment cs6 Page 155 what is this 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 Games console Board games Toiletries Tights Hair clips Shoe polish Cuff links Collar stays SHOE POLISHING Service provided 24 hours a day 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 LAUNDRY To provide professional laundry pressing and dry cleaning services on a timely basis by a competent and fully trained staff 此文档收集于网络 如有侵权 请联系网站删除 此文档仅供学习与交流 ADMINISTRATION Laundry and dry cleaning returned same day by 6 00 pm One hour pressing available between 7 00 am and 9 00 pm Overnight pressing service available Telephone answered in a professional and courteous manner LAUNDRY Employees are polite and professional Laundry presented in attractive basket or box Hanging laundry returned on good quality hangers in individual plastic bags Broken or missing common buttons automatically replaced with matching buttons and minor m