杭州香格里拉饭店餐饮部标准操作程序.doc

STANDARD OPERATION PROCEDURES 标准操作程序标准操作程序 FOOD 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 I m 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F chinaware in good condition 干净干燥的托盘 餐具有良好的状态 Fill pot 3 4 full with milk 在茶壶里装入 3 4 的热奶 Place pot under steamer 把茶壶放在加热器下 Ensure that milk is hot 保证奶是热的 Ear of coffee cup at 3 00 position spoon on saucer parallel to ear of cup 杯把在 3 00 的位置上 勺在垫碟上平行于杯把 Ensure sugar bowl coffee cup and saucer pot with hot milk 要有糖缸 咖啡杯及垫碟 一壶热奶 Serve ladies first serve from the right 女士优先 从右面服务 Sugar bowl at the center of the table 糖缸放在桌子中间 Pour hot milk into cup till 2 3 of cup 把热奶倒入杯子里直到 2 3 满 Say excuse me sir madam this is your hot milk please enjoy 说 打扰了 先生 女士 这是您的热奶 请慢用 PREPARED BY Jimmy Lei 起草人 APPROVED BY Div Head General Manager 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F 日期 The time of reservation 来的时间 The numbers of guest coming 客人人数 His here contact NO 客人的联系电话 Private room or dining hall 是厅房还是大厅 And the special request 特殊要求 Thank you for calling Mr Ms We ll be looking forward to serving you and your guest 谢谢您的电话 先生 女士 我们等着为您及您的客人服务 You already knew the guest name 你已经知道客人的姓名 PREPARED BY Jimmy Lei 起草人 APPROVED BY Div Head General Manager 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F smoking or non smoking Then say this way please 询问信息 人数 吸烟或不吸烟 然后 说 这边请 Indicate the direction with your right hand 用右手指引方向 Do not walk too fast and far ahead of guest 不要走得太快 离客人太远 Ensure guest is following you 保证客人跟着你 Distance should not be more than a meter 距离不应该超过一米 Just enough space for guest enter comfortably 只需要足够的空间让客人舒服地坐进去 To know which table can seat guest 知道哪张桌子可以引客人过去 More professional 更专业 PREPARED BY Jimmy Lei 起草人 APPROVED BY Div Head General Manager 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F coke can jugs with juices or ice warwe hot water pot minaral water bottle beer wine 从左到右 从矮的项目到高的项目 例 如 最矮的项目是 茶壶 所以 从左 边开始 垫着口布及垫碟的茶壶 罐 装饮料 水匝 用来装软饮 果汁或冰 水 水壶 瓶装矿泉水 啤酒 葡萄 酒 The label of the bottles must face to the guest 酒水的商标必需朝向客人 All the items must on a line the same item ould be put back 所有的项目必需保持一条线 相同品种 可以放在后面 E O will tell us which kind of beverage that we should serve to guest E O 单会告诉我们这台宴会需 要什么种类的酒水 Looks nice and prfessional 看起来干净及专业 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F folded napkin shak s fin bowl soup spoon pair of chopsticks guest service spoon silver chopsticks stand Chinese tea cup Chinese tea cup saucer soy sauce dish water glass 所需设备所需设备 WHAT TO DO 内容内容 HOW TO DO IT 程序程序 WHY 目的目的 1 Ensure appropriate equipment is clean and ready 2 Set up table according to our standard Check menu identify is equipment needed for each course 1 Show plate distance table side 2 fingers 2 Place the folded napkin on the show plate 3 Shark s fin bowl and soy sauce plate place above show plate s left and right distance 1 finger 4 Put spoon in the bowl and holder towards left 5 Silver dragon stand s head towards soy sauce plate and place silver spoon and chopsticks 6 Place tea saucer above the bowl and soy sauce plate and place it in the middle 7 Put tea cup on and cup handle pointing right 8 Put the glass on the right It is essential for good planing to ensure our mis en place is available PREPARED BY Jimmy Lei 起草人 APPROVED BY Div Head General Manager 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F B 部门部门 餐饮部餐饮部 JOB TITLE All staff 职务职务 所所 有服务员有服务员 TASK NO 82 号码号码 82 TASK How to take burger order 工作职责工作职责 怎样点汉堡包怎样点汉堡包 EQUIPMENT REQUIRED 所需设备所需设备 WHAT TO DO 内容内容 HOW TO DO IT 程序程序 WHY 目的目的 1 If guest order a hamburger cooked other than well done 如果客人点汉堡包不要全熟的 2 If a child order a hamburger 如果儿童点汉堡包 3 If guest orders a chicken burger 如果客人点鸡肉汉堡包 Say The hotel prefers to serve hamburgers cooked well done 我们要对客人说 我们酒店建议您点 全熟的 Say For children our hotel only serves hamburgers cooked well done we never serve hamburgers to children cooked less then well done 我们要对客人说 对儿童我们酒店只 服务全熟的 对儿童我们从来都是 服务全熟的 We only cooked chicken well done We do not ask guest how they would like their chicken burger to be cooked 对鸡肉汉堡包我们不需要询问客人 只提供全熟的 F S M S PREPARED BY Jimmy Lei 起草人 APPROVED BY Div Head General Manager 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F B 部门部门 餐饮部餐饮部 JOB TITLE All staff 职务职务 所所 有服务员有服务员 TASK NO 83 号码号码 83 TASK How to clear the chairs of banquet 工作职责工作职责 怎样收椅子怎样收椅子 EQUIPMENT REQUIRED Chair trolley 所需设备所需设备 椅子车椅子车 WHAT TO DO 内容内容 HOW TO DO IT 程序程序 WHY 目的目的 1 repare chair trolley 准备椅子车 1 1 stack 8 chairs 每摞 8 张椅子 2 Use the chair trolley to transport them 用椅子车运送它们 3 Always pull the trolley with chairs resting on your shoulder 拉椅子车时要靠在肩上 Safety 安全 PREPARED BY Jimmy Lei 起草人 APPROVED BY Div Head General Manager 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F B 部门部门 餐饮部餐饮部 JOB TITLE All staff 职务职务 所所 有服务员有服务员 TASK NO 84 号码号码 84 TASK How do we set tray stand 工作职责工作职责 怎样摆放托盘架怎样摆放托盘架 EQUIPMENT REQUIRED 所需设备所需设备 WHAT TO DO 内容内容 HOW TO DO IT 程序程序 WHY 目的目的 1 Prepare tray stand and food tray when needed 当需要的时候准备托盘架及托盘 2 Open tray stand and place empty tray on top 打开托盘架把空托盘放上 Close tray stand and carry horizontal bar with left hand at waist lwvel 合上托盘架 用左手拿着放在腰间的 位置 Carry food tray on shoulder with right hand 用右手把托盘驮起放在肩上 Move to desired destination 走到指定的位置 Ensure it is stable 保证托盘架稳定 Ensure it is not obstructing the passageway 保证不妨碍通道 Ensure it is 3 feet away from table 保证离桌子一定的距离 PREPARED BY Jimmy Lei 起草人 APPROVED BY Div Head General Manager 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F B 部门部门 餐饮部餐饮部 JOB TITLE All staff 职务职务 所所 有服务员有服务员 TASK NO 85 号码号码 85 TASK How to clean pepper and salt shaker 工作职责工作职责 怎样清洁胡椒及盐盅怎样清洁胡椒及盐盅 EQUIPMENT REQUIRED 所需设备所需设备 WHAT TO DO 内容内容 HOW TO DO IT 程序程序 WHY 目的目的 Collect all the salt pepper shakers from the back station 从边台收集所有的胡椒及盐盅 Send the salt and pepper shaker to dishwasher for washing 把胡椒及盐盅送去清洗 Separate and differentiate the salt and pepper shaker with 5 holes pepper and 3 holes salt 把胡椒及盐盅区别开 胡椒盅为 5 眼的 盐盅为 3 眼的 Pour out the salt and pepper into separate plastic container 把盐及胡椒分别倒入各自的塑料容器 中 Do not send the plastic stoppers 不要清洗塑料瓶塞 Shakers must be clean with no chips 胡椒及盐盅必须干净没有破损 Use for refill 用于重新使用 PREPARED BY Jimmy Lei 起草人 APPROVED BY Div Head General Manager 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F B 部门部门 餐饮部餐饮部 JOB TITLE All staff 职务职务 所所 有服务员有服务员 TASK NO 86 号码号码 86 TASK How to refill pepper and salt shaker 工作职责工作职责 怎样添加胡椒及盐怎样添加胡椒及盐 EQUIPMENT REQUIRED 所需设备所需设备 WHAT TO DO 内容内容 HOW TO DO IT 程序程序 WHY 目的目的 1 Collect all salt pepper shakers from dishwasher clean and wipe dry 收集所有的胡椒及盐盅 Stopper to be inserted to prevent spillage 盖好瓶塞防止外漏 Add rice grains to the container of salt and mix well 在盐盅里加入大米混合均匀 Once the salt pepper shakers are dry use a funnel to fill the salt and pepper into respective shakers Fill only up to 3 4 ful l 当胡椒及盐盅完全干燥 用漏斗把盐及胡 椒装入各自的盅里至 3 4 满 Wipe off spillage if any and make sure it is clean 如果外漏 要擦净 To prevent salt moist and get solidified 防止盐潮湿凝固 PREPARED BY Jimmy Lei 起草人 APPROVED BY Div Head General Manager 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F B 部门部门 餐饮部餐饮部 JOB TITLE All staff 职务职务 所所 有服务员有服务员 TASK NO 87 号码号码 87 TASK How to pickup bread items 工作职责工作职责 怎样准备面包怎样准备面包 EQUIPMENT REQUIRED 所需设备所需设备 WHAT TO DO 内容内容 HOW TO DO IT 程序程序 WHY 目的目的 1 Bread and butter are to be served as soon as the guest are seated and before the main course is served 当客人一入座或在服务主食前要服务客 人面包和黄油 2 Take a silver bread basket oval 准备银面包筐 3 Take the bread from the bread warmer and arrange the bread neatly into the basket with napkin 从保温器上取面包然后用口布漂亮地放 入筐中 4 Go to fridge and place butter on a butter dish 从冰箱中取出黄油放在盘中 Go to kitchen service area with a tray 拿托盘到厨房 Make sure that balance crumbs have been removed by turning the basket over the dustbin 确保面包渣被清理干净 Take a fresh white napkin fold it into a pocket and place it into the bread basket 拿一块干净的白口布叠好放在筐里 Check the bread is firm and semi hard 检查面包是半硬的及很稳的被放在筐 里的 Ensure that bread is hot when served to the guest 保证服务给客人的时候面包是热的 Basket must be clean dry not tarnished and free from stale crumbs 面包筐是干净的 干燥的 没有生锈及没有面包 渣的 Use for put a selection of three different types of bread into the bread basket 用于放三种选好的面包 PREPARED BY Jimmy Lei 起草人 APPROVED BY Div Head General Manager 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F B 部门部门 餐饮部餐饮部 JOB TITLE All staff 职务职务 所所 有服务员有服务员 TASK NO 88 号码号码 88 TASK How to serve bread 工作职责工作职责 怎样服务面包怎样服务面包 EQUIPMENT REQUIRED 所需设备所需设备 WHAT TO DO 内容内容 HOW TO DO IT 程序程序 WHY 目的目的 1Proceed to guest table with bread basket and butter on a tray 托盘里准备好面包筐及黄油到客人 的桌边 2 Make presence felt by saying excuse me may I 态度友好及礼貌地对客人说 对不 起 我可以 3 Place the bread and butter in the center of the table 把面包及黄油放在桌子中间 Standard number of bread basket and butter for each table 每桌的面包筐及黄油的标准是 1 3pax 1 bread basket with 1 butterdish 1 3 位 1 个面包筐一碟黄油 Always use pair of tones to place butter in plate even in the kitchen area no bear hand unless butter has individual wrapping 永远用夹子夹黄油 即使在厨房 不可以用裸露的 手 除非黄油是被包装好的 4 pax 1bread basket with 2 butterdish 4 位 2 个面包筐 2 碟黄油 5 pax 2bread basket with 2 butterdish 5 位 2 个面包筐 2 碟黄油 6 pax 2bread basket with 3 butterdish 6 位 2 个面包筐 3 碟黄油 7 8pax 3bread basket with 4 butterdish 7 8 位 3 个面包筐 4 碟黄油 for 2 pax and above multiply the quantity of bread by number of covers present 2 位或 2 位以上的客人 面包数量要根据人数相乘 have knowledge of the type of breads available 员工要有面包品种的知识 Because F S M S PREPARED BY Jimmy Lei 起草人 APPROVED BY Div Head General Manager 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F B 部门部门 餐饮部餐饮部 JOB TITLE All staff 职务职务 所所 有服务员有服务员 TASK NO 89 号码号码 89 TASK When do we upsell dessert 工作职责工作职责 什么时候推荐甜品什么时候推荐甜品 EQUIPMENT REQUIRED 所需设备所需设备 WHAT TO DO 内容内容 HOW TO DO IT 程序程序 WHY 目的目的 1 After the guest has completed the main course and table has been cleared and crumbed obtain dessert menus from the side station 当客人用完主餐桌子收拾干净后 从边 台上准备好甜品菜牌 2 Approach the table and present the dessert menu 走到桌边给客人呈菜牌 Check to ensure that the menus are clean and not torn 检查确保菜牌是干净的 没有破损 的 Open the individual menus when presenting it to the guests 当给客人呈菜牌时 必须是打开的 Make presence felt by saying Excuse me Sir Madam use guest name if possible 用亲切及友好的态度对客人说 打扰了 先生 女士 如果可能 用姓名称呼客人 Present the menus to individual guests starting from the ladies followed by the gentlemen The host is served last 把菜牌放到每一个客人的面前 女 士优先 然后是男士 主人最后 Everything we shows to guest must clean 我们拿到客人面前的东西 都要是干净的 Recognization 认知 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F B 部门部门 餐饮部餐饮部 JOB TITLE All staff 职务职务 所所 有服务员有服务员 TASK NO 90 号码号码 90 TASK How to upsell dessert 工作职责工作职责 怎样推销甜品怎样推销甜品 EQUIPMENT REQUIRED 所需设备所需设备 WHAT TO DO 内容内容 HOW TO DO IT 程序程序 WHY 目的目的 1 Upselling desserts by recommendation 用介绍的形式给客人推荐甜品 2 To show the dessert cheese trolley if there is one on display 如果有展示车的话 推到客人面前 3 If guest is not ready inform them that you will be back later to take their order 如果客人没准备好 告诉他们你一会 儿回回来给他们服务 4 If guest is ready take and repeat their orders Thank guest and leave the table 如果客人准备好了 点单并重复 感 谢客人然后离开 Would you like to try It is the most popular in our restaurant 您要来一份 它在我们餐厅是最受欢迎的 May I recommend suggest This is our house specialty 我能给您介绍 建议 这是我们酒店特制 的 After upselling is done do not persist if guest declines to have any desserts 当客人不需要时我们不要继续推荐 Proceed to ask if they would like to have any coffee tea instead 继续询问客人是否需要咖啡 茶 If there is a dessert cheese trolley on display push it to the table before presenting the menu or when upselling is carried out 如果有展示车的话 在给客人菜牌前把车推 到客人面前 Selling by suggestion 用建议方式推销产品 Don t let guest feel that we are pushing them 不要让客人感觉我们硬 在推销 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F B 部门部门 餐饮部餐饮部 JOB TITLE All staff 职务职务 所所 有服务员有服务员 TASK NO 91 号码号码 91 TASK How to clean and dust chair 工作职责工作职责 怎样清洁椅子怎样清洁椅子 EQUIPMENT REQUIRED 所需设备所需设备 WHAT TO DO 内容内容 HOW TO DO IT 程序程序 WHY 目的目的 Obtain the duster from the side station 从边台上准备抹布 Dust must be clean and presentable 抹布必须清洁 Pull the chair out 拉出椅子 Dust the chair from the top then to the seat and the side especially the gap between the wooden frame and the cushion 从上到座位 特别注意到椅子缝隙 框及座垫 Use a damp cloth to clean the wooden frame as there may be stains on it 用潮湿的抹布擦掉木框上的污渍 Push chair back to respect area 推回椅子 Easy for clean 方便清洁 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F B 部门部门 餐饮部餐饮部 JOB TITLE All staff 职务职务 所所 有服务员有服务员 TASK NO 92 号码号码 92 TASK How to handle enquiries over the phone 工作职责工作职责 怎样处理客人的电话问讯怎样处理客人的电话问讯 EQUIPMENT REQUIRED 所需设备所需设备 WHAT TO DO 内容内容 HOW TO DO IT 程序程序 WHY 目的目的 Listen to guest attentively 留心倾听客人的讲话内容 Repeat guest s request 重复客人的要求 Provide guest with the necessary information 给客人提供必要的信息 Ask guest if there were anything else you can help with 询问客人是否有别的你可以帮忙的 Thank guest for calling 感谢客人的电话 Write down enquiries 做好记录 Tone of voice must friendly patient and polite 声音必须友好 耐心 礼貌 Use guest s name if known 如果知道的话 要用客人的姓名 If unsure ask for guest s permission to check say Please give me a minute to check sir madam 如果不确定 请求客人允许你查一下 For reference 用于备查 Recognization 认知 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F B 部门部门 餐饮部餐饮部 JOB TITLE All staff 职务职务 所所 有服务员有服务员 TASK NO 93 号码号码 93 TASK How to inform guest of daily specials promotional items 工作职责工作职责 怎样向客人介绍每日特介怎样向客人介绍每日特介 促销品种促销品种 EQUIPMENT REQUIRED 所需设备所需设备 WHAT TO DO 内容内容 HOW TO DO IT 程序程序 WHY 目的目的 1 Check the menu before presenting it to the guests 把菜排呈给客前要检查 2 Inform guest about the in house promotion specialty Say Sir Madam this is our chef s specialty of day seasonal promotion menu 向客人介绍酒店内的促销 特别产品 先 生 女士 这是今天的厨师特别推荐 应季 菜单 3 Allow guest a minute to glance through the daily specials promotion items Answers any appropriate questions on pricing recipes etc 给客人时间了解菜单 4 Excuse yourself from the table 离开客人的桌子 Menu must be clean updated and correct The papers should be clean and crisp with no dogears 菜牌必须干净 正确 纸没有卷边 Present menu from the right hand side of the guest Always present the menu to the ladies first 从客人右手边给菜牌 女士优先 Smile and speak in friendly tone Speak clearly and at an appropriate speed 微笑 友好 语速适中 清楚 You must know the recipes and preparation time of the particular dish drink 你必须清楚这道菜 饮品的配料及准备时间 Do not push guest to order 不要让客人感觉你强迫他们 Let guest know that you will be back to take their orders when they are ready Say Sir Madam guest s name I will be back in a minute to take your orders Thank you 让客人知道当他们看完时你将回来 先 生 女士 我一会儿过来给您点单 Professional Can introduce the product clearly 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 杭州香格里拉饭店杭州香格里拉饭店 标准操作程序标准操作程序 DEPARTMENT F B 部门部门 餐饮部餐饮部 JOB TITLE All staff 职务职务 所所 有服务员有服务员 TASK NO 94 号码号码 94 TASK How to clean sugar bowl 工作职责工作职责 怎样清洁糖缸怎样清洁糖缸 EQUIPMENT REQUIRED 所需设备所需设备 WHAT TO DO 内容内容 HOW TO DO IT 程序程序 WHY 目的目的 1 Collect all the sugar bowls 收集所有糖缸 2 Empty the sugar bowls and group the different types of sugar sachets accordingly 倒空糖缸 把糖分类放好 3 Send the empty sugar bowls for washing by the steward 把空糖缸放在洗碗处 4 Collect the sugar bowls after washing 洗好后收集糖缸 Sugar wrappers that are stained or torn to be discarded 糖的包装纸如果有污