上海诺富特亚特兰蒂斯酒店 宴会政策和程序P52 banquet sop novetel

1、BanquetPolicy & Procedure 政策和程序上海诺富特亚特兰蒂斯酒店Policy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_INDEX 目录 Mis-en-place and set up skillPolishing of chinawarePolishing of glasswarePolishing of flatwareCounting and changing linenHow to refill and clean sauce bottleSetting up

2、 side station mis-en-placeHow to place a table clothHow to set up for breakfastTable set up for lunchTable set up for dinnerUsing a serving/bussing trayHow to set a theater style function roomHow to set U-shape style function roomHow to set hollow square style function roomHow to set rectangular tab

3、leHow to set classroom styleHow to set a coffee break and mis-en-placeHow to set a Chinese set lunch or dinner and mis-en-placeHow to set a buffet lunch or dinner and mis-en-placeHow to set portable barHow to pick up the telephone callPolicy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DP

4、T:BQT Re:pro/v:_INDEX 目录 Banquet operation skill2-1.1 How to serve western buffet event2-1.2 How to serve western set menu event2-1.3 How to seat the guest2-1.4 How to unfold the napkins2-1.5 How to serve ice water2-1.6 How to serve the bread and butter2-1.7 How to take order for beverage and serve

5、it2-1.8 How to change an ashtray2-1.9 How to clear off a table2-1.10 How to offer assistance to guest2-1.11 Removing crumbs on table2-1.12 How to serve food2-1.13 How to serve wine2-1.14 How to serve coffee and tea2-2 How to serve Chinese event2-2.1 Towel service2-2.2 Change bone plate2-2.3 Soup ser

6、vice2-2.4 Serving stream fish2-2.5 Handling Lazy-sunsan2-3 How to serve cocktail party2-4 Check the guest satisfaction2-5 How to handele guest complaint2-6 Big guest farewell2-7 After function bussing/clearing/restarting Policy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v

7、:_Subject主题: Polishing of chinaware瓷器抛光Procedure操作步骤:Boiling water-Change fresh one when it gets cold.One glass cloth damped with hot water.One dry glass clothPlace glass cloth on long trayUse wet cloth to polish chinawareFollowed by dry glass cloth, polish once more.Only chinaware with watermarks i

8、s to be polished, Those with dirt or stain must be returned for washing.Place all polished chinaware on long tray.Bowls 0hold the handlePlate- with four fingers under lower edge and thumb by rim of plate surfacePlate- should not stack more than 20 pieces.Cups and ashtrays- should not stack more than

9、 4 pieces.When you find cracked chinaware, return it to steward department.Policy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: Polishing of glassware玻璃器皿抛光Procedure操作步骤:Boiling water-change fresh one when it gets cold.Dry cloth will not leave marks.Place glass

10、 cloth on long tray.Hold glass over hot waterPolish with glass cloth bunched into the glassPolish glass base at the same time.Place all polished glasses up side down on long tray.Hold stem or base of glass.Glassed should not be stacked.When you find cracked glassware, return to steward department.Po

11、licy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: Polishing of flatware餐饮抛光Procedure操作步骤:Boiling water-change fresh one when it gets coldDry cloth will not leave marks.Place glass cloth on long trayGroup different cutlery in orderPut cutlery into hot water.Fol

12、d glass cloth into halfPlace left end of cloth on left handHold handle of cutlery with left hand using glass cloth.Use other end of glass cloth to polish cutlery.Polish handle also.Inspect condition of cutlery.Place all polished cultures on long tray.Hold cutlery handles only.When you damaged cutler

13、y, return it to steward department.Policy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: How to refill and clean sauce bottle如何清理软木酒瓶塞Procedure操作步骤:Consolidate all bottles in bussing tray.Take bottle caps off and clean.Consolidate remaining content and fill up s

14、ome bottle.Fill up all bottle.Use a slightly wet glass clothClean bottleneckClean bottle exterior.Please a glass cloth in tray.Put cleaned and refilled bottle on tray.NOTEPut small amount of rice into salt shaker to prevent dampness.Check salts and pepers shaker caps to prevent blockage.Oil bottles

15、need to be wiped after each use to prevent greasiness.Policy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: Setting up side station mise-en-placeProcedure操作步骤:Prepare required number of different cutlery.Check cleanliness, especially knife blades and fork prongs

16、.Prepare required number of different chinaware.Check cleanliness,never stack more then 20 plates in one pile, cups and ashtrays not more than 4 piece.Get pitchers of ice water.Prepare needed quantity of different linen.Fold napkin neatly.All kinds of sauce available and will be needs at meal.Check

17、if they are cleaned and refilled.Toothpick holder with toothpick and matches in box.Sugar bowel with sugar and creamer with cream.Check cleanliness of sugar bowl(interior) and creamer(any spillage or leakage)NOTEAll equipment at the side station must be clean and in good condition.Equipment should b

18、e arranged according to layout.Must ensure tidiness and neatness throughout duty.Policy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: How to place tableclothProcedure操作步骤:Cloth should hang evenlyCorners of cloths covering the legs of tableCloth centerline is al

19、ways up-right, cutting the guest when they approach the table.Big tables usually need more than one tablecloth,Start with table garthest away grom door so that overlap is away from door.Cloth seam of overlap must be folded inward.Lift far edge of tablecloth with both bands leaving enough to cover th

20、e table.Open clean cloth with cloth surgace upward and never place on dirty table.Grasp layers of cloth with your fingers(start from the bottom.)First layer between thumb and INDEX finger.Second layer between INDEX and middle finger.Third layer between middle and ring finger.Place clean cloth over s

21、oiled one.Let go to first layer at the far edge of table.Grasp soiled tablecloth between thumb and INDEX fingerLift soiled and clean table cloth up and bring towards you.Release the second layer and pull all the way to wards yourself until it reaches table edge.Grasp the portion of soiled tablecloth

22、 near you between your thumb and INDEX ginger.Release the new tablecloth and let it drapeGrasp the soiled tablecloth between your thumb and INDEX finger of both hands and take away.Policy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: How to set up a table for b

23、reakfastProcedure操作步骤:Place all equipment neatly on service tray.Carry tray with left handTable should be covered with table cloth or placement already.Position napkin at the center of each guest covers 1” from the table edgeKnife on right and fork on left side about 9” to 10” away from each other.3

24、/4” from the edge of table.Knife blade facing left, towards napkinPlace bread plate.From the left of dinner fork2” from the table edge.Place cup on saucer with handle towards right lower corner.Place teaspoon at right upper corner of saucer parallel to cup handle.Place the whole set on the tableFrom

25、 the left of dinner fork2cm from the table edgePolicy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: Table set up a table for lunchProcedure操作步骤:Plate all equipment neatly on service tray.Carry tray with left handTable should be covered with table cloth or place

26、ment already.Position napkin at the center of each guest covers 1” from the table edge.Knife on right and fork on left side, about 9” to 10” away form each other.From the edge of table.Knife blade facing left, toward napkin.Place bread plate1/2” from the left of dinner fork2” from the table edgePlac

27、e butter knife at right side of bread plateKnife blade towards leftClose to the right of dinner knoge but not covering itFrom the table edge.Above the dinner knoge.Place coffee cup/2” from the left of dinner knofe2” from the table edgePolicy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DP

28、T:BQT Re:pro/v:_Subject主题: Counting and changing linenProcedure操作步骤:Spread a dirty tablecloth on the floor.Retrieve all linen form trolley, place them on the dirty tablecloth.Segregate napkin, glassware cloth, and tablecloth.Tie 1 around 9 other pieces making bundles of 10, separate the scraps.Recor

29、d the quantity on a linen book.Discard all rubbish left on the dirty tablecloth.Clean linen trolley.Bring dirty linen to linen room using linen trolley.Give dirty linen and linen book to linen room staff.Collect same number of clean linen in exchange.Put clean linen into clean linen trolley in a tid

30、y order.Return linen back to restaurant.Untie all linen, make sure to handle with careStore linen in each specific storage area.Policy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: Table set up a table for dinner Procedure操作步骤:Plate all equipment neatly on serv

31、ice tray.Carry tray with left hand.Table should be covered with table cloth or placement already.Position napkin at the center of each guest covers 1” from the table edge.Knife on right and fork on left side, about 9” to 10” away form each other.From the edge of table.Knife blade facing left, toward

32、 napkin.Place bread plate.-1/2” from the left of dinner fork-2” from the table edgePlace butter knofe at right side of bread plateKnife blade towards left.Close to the right of dinner knife but not covering it.From the table edge.Above the dinner knife.Policy & Procedure 政策和程序 Prepare by编制人: Approve

33、d by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: Using a serving/ bussing tray 托盘使用Procedure操作步骤:Check tray to ensure cleanliness and conditions.Serving tray-Place left hand under center of tray-Fingers spread out comfortably-Hold tray in front (avoid side way) at elbow level.Bussing tray-Slide tray ont

34、o your palm. With knees slightly bends. Lift the tray and stand erect using mainly leg muscles. Avoid bending your back or put too much effort on your arm.-Carry tray at shoulder level, fingers pointing backward.-Keep upper arm and elbow close to body.Note:-Your palm should be right below the heavie

35、st part of the tray-carry only what you can handle-Load of tray should not exceed 14 KGDo not overload the tray.Policy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: How to set theater style function room Procedure操作步骤:Chairs are set and arranged in a row depend

36、ing on the load capacity of the function roon.Avail walking space in the middle and both side of the roomAmenities for participants-Ice water/glass station to be set up near the entrance.-Water pitchers with iced water or iced tea.Head table in front of the first row of chair6 away from the edge of

37、the speakerUsing clean, fresh table cloth as coverAmenities for head-tableWater goblets 1 per personAshtrays with matches 1 per 2 personsPads and pencilsCandy mintsLectern or podium with microphone to be places on the right hand side of the head table facing the participants.Registration table is se

38、t up at the entrance with chairs and ashtray.Item and equipment to provide on requiredPolicy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: How to set U-shape Procedure操作步骤:Lay out the table, the overall size of tables depends on the attendance wxpected.As a rul

39、e 24” of table space per personUse silencers placed on the table.Use clean, fresh tablecloth placed on the silencers.Inner portion has to be skirted properlyLay out the chairs.Placed and arranged on all sides depending on how many guests are to be seated.Item on table-Water goblet- 1 per person-Wate

40、r pitchers with iced water 1 per 5 person-Ashtrays with matches 1 per 2 persons -Candy mintsItem and equipment to provide on requiredPolicy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: How to set hollow square Procedure操作步骤:Lay out the tableArrange the table s

41、imilar to U-shape but the open end should be closed in.Use silencers placed on the tableUse clean, fresh tablecloth placed on the silencers.Skirting should be placed all the way inside the hollow shapeLay out the chairsPlaced and arranged on all sides depending on how many guests are to be seated.It

42、em on table-Water goblet 1 per person-Water pitchers with iced water 1per 5 person-Ashtrays with matches- 1 per 2 persons-Candy mintsItem and equipment to provide on requiredPolicy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: How to set rectangular table Proce

43、dure操作步骤:Arrange double with rectangular table large enough to accommodate expected participants.Kept the tabletop same high.Place the silencers on top of the table.Place the table clothTablecloth must be neatly laid.Note-For long table, the table cloths centers creases must meet to give a continuou

44、s straight line from one end to the other and should extend approximately 12 inches over the edge of the table.Lay out the chairs.Placed and arranged on all sides depending on how many guests are to be seated.Item on table-Water goblet 1 per person-Water pitchers with iced water 1per 5 person-Ashtra

45、ys with matches- 1 per 2 persons-Candy mintsItem and equipment to provide on requiredPolicy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: How to set classroom style Procedure操作步骤:Head table Arrange one rectangular table large enough to accommodate expected part

46、icipants.Set in front of the audienceParticipants-Prescribed table should be 183cm x 46cm-Lined up on rows depending on the size of the room.-Distance between tables, center to center, in front of each other must be no less than 1 yard for small function room and 2 yard for ballroom.Head table-Skirt

47、ed and covered with fresh clean table cloth.Participants-Skirted and covered with green table cloth.-Use the VIP table for head table.-Banquet chairs properly arranged at the backside fronting the head-table.Registration table is set up at the entrance with chair and ashtrays.Item on table-Water gob

48、let 1 per person-Water pitchers with iced water 1per 5 person-Ashtrays with matches- 1 per 2 persons-Candy mintsItem and equipment to provide on requiredPolicy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: How to set coffee break and mise-en-place Procedure操作步骤

49、:Arrange the table large enough for table settingTable nears the entrance.Place the clean, fresh table cloth on the table.Skirting should be place all the way for guest watchingCheck and polishing the chinaware.Check and polishing the Coffee oven or coffee & tea container.Enough sugar, creamer, milk

50、 on the tableArrange the all the set item in order and easy for guest taking.Item on the tableCoffee / tea cupCoffee spoonSugar (include diet sugar)CreamerMilkCoffee / tea containerPaper napkinIf serve fruits and pastry, add Dessert forkDessert platePolicy & Procedure 政策和程序 Prepare by编制人: Approved b

51、y批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: How to set a Chinese set lunch or dinner and mise-en-placeProcedure操作步骤:Place all equipment neatly on service tray.Carry tray with left hand.Table should be covered with tablecloth.Position napkin at the center of guest covers I from the each edge.Chopsticks

52、 stand on right side.Chopsticks and spoon hold on the standChopsticks and spoon hold from the table edge.Above the chopsticks stand.Enough bone plate, bowl, spoon, service spoon and napkin on the table.Policy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: How to

53、 set buffets lunch or dinner and mise-en-placeProcedure操作步骤:Arrange the table enough for buffet food display.Table set in the side of the function or middle of the function.Place the tablecloth on the table.Skirted properlySet in the middle of table line or symmetry.Check the plate.Set the plate on

54、edge of the buffet line (salad plate on the appetizer table part, dinner plate on the main coursePart, dessert plate and fork on dessert table part, soup spoon and soup bowl on the soup part).Table set just according the task 1-9No dessert fork & spoon, soup spoon on the table.Policy & Procedure 政策和

55、程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: How to set portable barProcedure操作步骤:Check the portable work properly and clean it.Set table with tablecloth and skirting behind the portable.Larger enough for glassware lay out.Arrange the glasses in order on the table.Check the

56、cleaning and damage.Fill the ice cube in the portable bar container.Set assorted liquors on top of bar tableGin; rum; tequila; vodka;Whisky: bourbon, rye, scotchSet the soft drinks and juices in the bar tableProper some cocktail napkin and bar tray on the side.Policy & Procedure 政策和程序 Prepare by编制人:

57、 Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: Closing door when guests leave for lunch or dinnerProcedure操作步骤:Waiting for guests who joined meeting at hotel finished meeting at lunchtime.When guests are leaving meeting room. Waiter must remind guests dont forget bring with theirValuables. (wa

58、llet, mobilephone etc)Waiters come into room and refresh meeting room. Check and put things in order. If find someValuables of guests leave. Waiters must bring it to their captain or manager to keepAfter refresh waiter must lock the meeting room at once. If have special reason cant lock the door.Wai

59、ter must stand by at the corridor and inspect.Pay attention stranger.When morning shift and afternoon shift take turns. Waiter who is on duty must tell other shiftsAbout meeting rooms details and situations.Waiter is waiting guests coming back.When guests come back. Waiter must open the door with gu

60、ests.After confirm no mistake, Waiter could be left.Policy & Procedure 政策和程序 Prepare by编制人: Approved by批准人:Date日期: DPT:BQT Re:pro/v:_Subject主题: How to pick up the telephone callProcedure操作步骤:To be answered with 3 ringsImmediately and says politelyBanquet service, Tom speaking “may I help you?With sm