餐厅规章制度（中英文）

BANQUET BEST PRACTICES IMPLEMENTATION RECORD 咖啡厅最佳操作规程实施记录ITEMJANFEBMARAPRMAYJUN1 All air-conditioners are switched on only one hour ahead daily operation is beginning 餐厅的空调系统电源在营业前一小时才能打开2 All electrical appliances are switched off when not in use 所有电器不用时需关掉电脑3 Switch off lights after use 不用时关灯4 50%lights on for pre set-up and staff set-up在布展及摆台时把灯光调至50%状态5 Turn off lights bulbs after daily operation is finished每日营业结束后关闭所有照明电源6 Turn off lights of Ballroom and B1 foyer when function finish宴会结束后及时关闭二楼及B1走廊灯7 Turn off elevator when function finish在宴结束后及时关闭扶手电梯8 Reuse of glass covers 重复利用杯盖9 Reuse of coasters 重复利用杯垫10 Reuse of pencil and note pad 重复利用会议用纸及铅笔11 Reuse of matches boxes重复利用火柴12 Shut off the water tap omnivorously, do not use hot water随时手关闭水龙头,不必用热水就不用13 Close all refrigerators door omnivorously, as well all ice machines cover board 随时手关闭冰箱冷柜的门与制冰机盖板14 Use reusable paper for all internal purpose内部使用可重复利用的纸张15 Banquet not using bronzed logo head paper for meeting宴会部不以烫金抬头纸作为会议用纸16 As much as possible to use natural lighting resources 尽量使用自然淘汰或其它能源17 Banquet takes back unused bread which been from coffee/tea break, and send back to Pastry for other purpose宴会部咖啡/茶点,多余的面包须送还饼房18 Banquet use artificial flowers to decorate tables instead of fresh flowers 宴会部摆台以人造花替代鲜花19 Warmer/Heating Trollies should be turned off after use 加热器用后须关闭Checked and signed by 检查： Outlet Manager 部门经理： Verified and signed by 审核： Director of F&B 餐饮经理/总监：*Please put a tick if completed 请在完成的项目栏中划对号.COFFEE GARDEN BEST PRACTICES IMPLEMENTATION RECORD 咖啡厅最佳操作规程实施记录(7-12月)ITEMJUL AUG SEPOCTNOVDEC1 Unused butter is returned to the kitchen for cooking 将客人未用过的黄油送回厨房用于烹调（咖啡厅）2 Use environmental friendly shopping bags 利用环保购物袋3 Recycle story foam buffet decoration and outside of hotel重复利用自助餐装饰泡沫可用于外卖4 Reuse of stirs搅棒的重复使用5 Reuse of cocktail picks果签的重复使用6 Reuse of match boxes火柴盒的重复使用7 Shut off the water tap omnivorously. Do not use hot water whenever it is unnecessarily随手关闭水龙头,不必用热水就不用8 Reuse used Infrasys single and duplicable double layer paper rolls to make note pads for staff双联与单联打印纸, 制成记录本供员工使用重复利用杯盖9 Close all refrigerators door omnivorously , as well all ice machines cover board 随手关闭冰箱冷柜的门与制冰机盖板10 As much as possible using of napkin instead of paper napkins 尽量使用面巾, 以减少纸巾的使用(咖啡厅)11 Use reusable paper for all internal purpose 内部使用可重复利用的纸张12 Room Service takes back fruits amenities from guest rooms, and must send to kitchens and bars for other purpose if quality is acceptable送餐部从客房收回的水果,如无裨上的问题,必须送给厨房与酒吧用于其它用途13 Superfluous hot coffee/tea can be used for iced tea or coffee 多余的热咖啡/茶可用于制作冻咖啡/茶14 The lemon used for cold lemon tea can be used for washing dishes冻柠檬茶用过的柠檬角,可以用于浸泡餐具Checked and signed by 检查： Outlet Manager 部门经理： Verified and signed by 审核： Director of F&B 餐饮经理/总监：*Please put a tick if completed 请在完成的项目栏中划对号.LOBBY LOUNGE BEST PRACTICES TMPTEMENTATION RECORD大堂酒廊最佳操作规程实施记录（1-6月）ITEMJANFEBMARAPRMAYJUN1 All air-conditioners are switched on only one hour ahead daily operation is beginning 餐厅的空调系统电源在营业前一小时才能打开2 All electrical appliances are switched off when not in use 所有电器不用时需关掉电脑3 All chandeliers are turned off during the day 吊灯在白天可以不用4 Switched off lights after use 不用时关灯5 Unused individual sachest/container from tables are not thrown but reused after checking 将餐桌上客人未用过的单包装的物品重新储存,检查后再利用不丢掉6 Turn off all lighting bulbs after daily operation is finished每日营业结束以后关闭所有照明电源7 Reuse of glass covers杯盖的重复使用8 Unused paper napkins to be collected back for recycling餐巾纸的重复使用9 Reuse of coasters 杯垫的重复使用10 Reuse of cocktail picks 搅棒的重复使用11 Reuse of used match boxes果签的重复使用12 Reuse of used match boxes火柴盒的重复使用13 Shut off the water tap omnivorously, do not use hot water wherever it is unnecessary 随手关闭水龙头,不必用热水就不用14 Reuse used infrasys single and duplicate double layered paper rolls to make note pads for staff随手关闭冰箱冷柜的门与制冰机盖板15 Use reusable paper for all internal purpose内部使用可重复利用的纸张16 Superfluous hot coffee/tea can be used for iced 多余的咖啡/茶可用于制作冻咖啡/茶17 Warmers should be turned off after close lobby lounge加热器在大堂吧关门后关闭18 The lemon used for cold lemon tea can be used for dish washing 冻柠檬茶用过的柠檬角可用于泡餐具Checked and signed by 检查： Outlet Manager 部门经理： Verified and signed by 审核： Director of F&B 餐饮经理/总监：*Please put a tick if completed 请在完成的项目栏中划对号.Hotel Orientation Schedule of August 2003饭店入职培训计划AUG260900-0920Get to Know You破冰Training Dept0930-1120SLIM Introduction集团介绍Training Dept1130-1140EXCOM Introduction管理人员介绍EXCOM1140-1200GM Speech总经理发言QM1300-1330Warm up Exercise暖身活动Training Dept1330-1430Grooming & Hygiene仪容仪表Training Dept1430-1545Product Knowledge-Rooms房务部介绍Room Team1545-1630Product Knowledge-F&B Service餐饮部介绍F&B Team1630-1700Finance Introduction财务部介绍FC1700-1730S&M Introduction销售部介绍DOMAUG270900-1010Customer Delight Program Introduction /Excellent Service in Rasa Ria Resort令客人喜出望外计划Training Dept1020-1100Employee Handbook员工手册HRM1100-1200HR Philosophy人力资源部介绍HRM1300-1330Warm up Exercise暖身活动Training Dept.1330-1500Fire & Emergency Procedure紧急措施Chief Engineer1500-1530Hotel Security饭店保安Security Manager1540-1620Telephone Courtesy电话礼仪Training Dept.1630-1730Hotel Tour饭店介绍Training Dept.AUG280900-0950Golden Circle Program金环计划Christina Lin1000-1050Strategic Plan战略计划Training Dept.1100-1200Vision & Guiding Principle远景目标Training Dept.AUG291300-1330Team Building团队合作Training Dept.1330-1400Shangri-La Food Safety Management System香格里拉食品安全管理体系Hygienist1405-1505Basic English Training基础英s文Training Dept.1510-1630Product Knowledge Quiz & Feedback产品知识测试Training Dept.0900-1730Shangri-La Care I香格里拉翔IAngelsJOB DESCRIFTIONSECTION ONE JOB OUTLINEJob Title Service AssociateDepartmentFood and Beverage-ServiceReports Directly To:Food and BeverageJob CodeFBSAJob Grade5Reports Directly To:Service ManagerSupervisesOther Relationships:Kitchen SecurityStewarding FinanceHousekeeping Front OfficeEngineering Human ResourcesJob Summary/Purpose:To upsell and provide food and beverage services in accordance with the policies and guidelines of the hotel. Delights our customers by providing them with the highest possible service excellence.Key Areas:1. Multi Skilling 3. Training2. Customer Relations 4. Environment AwarenessPrepared by:Approved by:Date:Updated by:Approved by:Date:JOB DESCRIPTIONSECTION TWO KEY ARFASJob Title Service AssociateRESPONSIBILITIESACTIVITIES1. Multi SkillingHostessing:a. Answering of telephone calls according to the minimum standards.b. Takes reservations and coordinates booking.c. Welcoming and greeting guests.d. Thanking guest upon departure .Waitering/waitressing:a. Seating the guests.b. Presenting the menus.c. Taking drink orders.d. Serving beverages.e. Taking food orders.f. Serving plated food.g. Clearing plates and glasses.h. Changing ashtrays.i. Serving dessert.j. Serving after dinner drink, coffee or tea.k. Checking guest satisfaction.l. Presenting bills.Bartendering:a. Prepares bar for opening.b. Check the opening/closing stock level and record inventories for requisitions.c. Report all discrepancies in appropriate.e. Cleans and refill ice bins.f. Ensure bar area is clean and dry at all times.g. Prepares all drinks as per recipes with correct glass wares.h. Closing the bar and completes daily reports.Cashiering:a. Receives float money at the beginning and deposit at the end of duty in accordance with hotel policy.b. Record all food, beverage and miscellaneous sales accurately.c. Ensure all kinds of transactions are verified. and cleared appropriately in Infrasys system.JOB DESCRIPTIONSECTION TWO KEY ARFASJob Title Service AssociateRESPONSIBILITIESACTIVITIES2. Customer Relations3. Training4. Environment Awarenessa. Handles all interactions with a smile, calm and courteous manner.b. Attend to guests needs and requirements promptly.c. To check customers satisfaction during meal period.d. Ensure service sequence is accorded to the convenience of the guests.e. To Demonstrate respect, humility, courtesy, and helpfulness through sinceriyt.f. To achieve customer loyalty through delighting the customers by practicing recognition, anticipation, flexible and recovery service.a. To attend all personal development classes assigned or nominated.b. To participate food and beverage menu knowledge session weekly.c. Consistently practice guiding principles achieving customer delight.a. Reduces waste and re-use as much as possible.b. Recycles whenever possible.HOW TO INTRODUCE ITEMS & DISPLAYEach Step must include: Demonstration, Explanation, Questions and asking the Trainee if he/she has any question before they repeat the step by themselves .TASK BREAKDOWNTask: How to introduce salad, dessert and display.Job Title: Waiters/Manager/Assistant/In-charge/HostessSTEPINVOLVEMIENT(Questions relating to the standards-begin with who/what/where and how)STANDARD(Measurable/Observable)1. PREPARATIONWhat should you know about it?What else should you know?What are they?n Names of products n The prices of the productsn The ingredients or the componentsn The preparation and the cooking methodn The items that change dailyn Ice creams n Saladn Fresh juicesn Meats2. IntroductionWhen do you explain to the guests the items or the display?Is there an exception for not explaining it to the guest?How do you introduce?What could you use instead of Sir/Madam?What is very important when presenting the item/display?n When you excort the guest to the tablen No and Non Sir/Madam, let me introduce you, as you can see we have different meat dishes, wines served by the glasses.n Guests namen Clear voice and no hesitationHow to introduce items & displayWhat to important your posture while explaining?What body language should you use ?How far from the guest should you stand?n Smilen Stand straightn Face guestn Posturen Distancen Eye contact3. Explain the displayWhat words should be used?n Our special tonight, is the roasted turkey served with garlic potato or sir/Madam this is our wine display. We have a selection of Australian Chardonnay and Hatten Rose for 25 dollarsUP-SELLING5. Handling difficult situation in up-sellingWhat happens if the guest refuses to your suggestion?What do you do if the guest complains about the price of the item you suggest?What do you do if the guest doesnt want any suggestion?When the food is served , what is important for you to know?n Suggest another item n If the guest says”no”Twice , stop up-sellingn Suggest a less expensive item n Apologizen Offer to come back latern To know the guest feedbackn To improve your up-selling skillsAny question?Trainee does so far UP-SELLINGEach Step must include: Demonstration, Explanation, question and asking the Trainee if he/she has question before they repeat the step by themselves.TASK BREAKDOWNTask: How to Up-sell? Job Title: Waiters/Mangers/Assistant In-charge/HostessSTEPINVOLVEMENT(Question relating to the standardbegin with who/what/where/how)STANDARD(Measure/Observe)1. Up sellingWhat do you mean by the word Up selling?What is the advantage of Up selling?What do we mean by salesmanship?n Offering items to the guest with the objective to sell more that what the guest wants originallyn Increase sales and profitn Increase job satisfactionn Be proud of what you succeed in up sellingn Increase communication with the guest and his satisfactionn Good knowledge of the productn Good skills of up selling and communication friendly attitude2. Opening lineHow would you start your conversation with customer?What must you avoid?n “Good Evening, Mr. Robert, how are you today?”n “May I take your order?”n “What shall I serve you ?”UP-SELLINGWhat words or expression should we use to recommend our item?n Never say “What do you want?”n Would you like?n May I purpose?n May I suggest?3. Describe food and beverage itemsHow should we describe a drink or a dish?What should you avoid when describe an item?How should your tone be?What positive statement could we make about an F& B item?n Explain the ingredients the way if preparedn Avoid saying everything is “good” or “nice”n Boring descriptionn Clear, confident and enthusiasticn Very tastyn Very popularn Delicious/refreshing/specialn Would you like to try it?Any question?Trainee does so far4. Example of upsellingHow should you up-sell a Roast Platter Combination?What must we consider when up-selling?n “Mr. Robert May I recommend our roast platter combination? It consist of three different item, which is roast duck, honey barbecued pork and soya chicken. Popular starter, would you like to try it?n Dont hesitate to sell one of you favourite dish that you know how to describen Dont be too concerned about the pricesn Dont say everything is “good “, be specific LESSON PLAN2 2.2 Restaurant Rules and Regulations 1. Be punctual for work 2. Maintain good personal hygiene and grooming3. Wear name tag at all times 4. Wear the prescribed uniform5. No fighting6. No laughing7. No standing together8. No talking together9. No running10. No gambling11. No yawning12. No picking of noise13. No scratching hair or body 14. No arguing15. No smoking16. No cleaning of nails17. No picking of teeth18. No coughing unless into a handkerchief19. No sneezing unless into a handkerchief20. No pushing21. No hands in the pocket22. No staring at guests23. No leaning against the wall24. No sitting on the chair25. No combing of hair26. No eating or chewing27. No drinking 28. No personal telephone calls 29. No shouting 30. No friends or relatives waiting in the restaurant LESSON PLAN 2 3.3 Courtesy English Examples of Courteous Phrases1. When greeting a guest:“Good (time of day), Sir/Madam/Mr/Mrs/Ms ”(Name of guest)2. When greeting a group of men and women:“Good (time of day ), Ladies and Gentlemen3. When leading guest to the table:“This way please. Sir/Madam/Mr /Mrs /Ms”(name of guest)4. When called by guest:“May I help you Sir /Madam /Mr /Mrs /Ms”(name of guest)5. When item ordered is not available:“Excuse me , Sir /Madam, your (name of drink/food ), Enjoy your drink/food”6. When item ordered is not available:“I am sorry , Sir/ Madam(item ordered )is not available today . Would you care to have (alternative item) instead?”7. When checking if guest made a reservation:“Are we holding a reservation in your name , Sir /Madam?”8. When you cannot attend to the guest immediately:“Ill be with you in a moment , Sir /Madam”9. When guest thanks you :“My pleasure ”/ “You are most welcome”10. When presenting a check (bill) to guest :“your check, Sir /Madam”11. When returning change to guest :“your change , Sir /Madam , Thank you very much”12. When bidding guest farewell: “Thank you , Sir /Madam ,have a pleasant/ nice day / evening” LESSON PLAN 3 3.3 Courtesy English-Page2 12. When answering the telephone:“Good “(Time of day)“”(outlet identification e.g. Garden Terrace Restaurant)(Identify yourself) speaking “May I help you , please?”Note- Never say “Goodnight Sir/ Madam” when greeting a guest that is coming to patronize your outlet.- Some of the magic words that open all doors are: - “Please” - “Excuse me “ - “Pardon me “Qualification of F& B employ