國(guó)際酒店餐飲SOP

FNB-001FNB-002FNB-003FNB-004FNB-005FNB-006FNB-007FNB-008FNB-009FNB-010FNB-011FNB-012FNB-013FNB-014FNB-015FNB-016FNB-017FNB-018FNB-019FNB-020FNB-021FNB-022FNB-023FNB-024FNB-025FNB-026FNB-027FNB-028FNB-029FNB-030 BUFFET TABLE TOP SETUP-PROCEDURESERVICE OF PASTA PROCEDURE COFFEE SERVICE IN RESTAURANT PROCEDURESERVICE OF DESSERT PROCEDURESERVICE OF ICE CREAM PROCEDUREDIGESTIVE (AFTER DINNER) DRINK SERVICE PROCEDUREICE CUBE SERVICE PROCEDUREPOSTING OF ORDERS PROCEDURECOMPLETION OF TABLE SET-UP PROCEDURESERVICE OF BREAD & BUTTER PROCEDURESERVICE OF SOUP PROCEDURESERVICE OF STEAK PROCEDUREREPEAT GUEST ORDER PROCEDURESERVICE OF BOTTLED/CANNED DRINKS PROCEDURESERVICE OF DRAFT BEER PROCEDURESERVICE OF ICE WATER PROCEDURESERVICE OF LIQUEURS PROCEDURESERVICE OF MIXERS / MIXED DRINKS PROCEDURETAKING GUEST FOOD ORDER (A LA CARTE) PROCEDUREPRESENTING MENUS PROCEDURE BOTTLED WINE ORDERS & DISTRIBUTION - PROCEDUREWINE ORDER TAKING PROCEDURESERVICE OF WHITE WINE PROCEDURESERVICE OF RED WINE PROCEDURESERVICE OF CHAMPAGNE/SPARKLING WINE PROCEDUREFNB SOP Task List WEEKLY DUTY ROSTER PROCEDUREANSWER TELEPHONE PROCEDURE TAKING TABLE RESERVATION (PHONE) PROCEDUREGREETING AND SEATING OF GUESTS PROCEDURE BREAKFAST CONTROL PROCEDUREFNB-031FNB-032FNB-033FNB-034FNB-035FNB-036FNB-037FNB-038FNB-039FNB-040FNB-041FNB-042FNB-043FNB-044FNB-045FNB-046FNB-047FNB-048FNB-049-2FNB-049FNB-050FNB-051FNB-052FNB-053FNB-054FNB-055FNB-056FNB-057FNB-058FNB-059FNB-060BANQUET BUFFET CLEARANCE PROCEDUREBANQUET BUFFET FINAL PREPARATION PROCEDUREBANQUET FOYER COFFEE BREAK SET-UP PROCEDUREBANQUET SIT DOWN SERVICE SEQUENCE - PROCEDURE BANQUET SEAFOOD SERVICE OPERATION- PROCEDUREBANQUET BUFFET BASIC PREPARATION PROCEDUREBANQUET FUNCTION FACE TOWEL SERVICE-PROCEDURE BANQUET VIP INTERVIEW SERVICE OPERATION-PROCEDUREROOM SERVICE ORDER PREPARATION PROCEDUREROOM SERVICE ORDER DELIVERY PROCEDUREROOM SERVICE TRAY & TROLLEY COLLECTION PROCEDURECOLLECTING DOOR KNOB ORDERS PROCEDUREOUTLET - BANQUET CLEANING PROCEDUREBANQUET SIT DOWN INDIVIDUAL SERVICE - PROCEDURESETTLEMENT OF BILL 4 (CITY LEDGER) PROCEDURESETTLEMENT OF BILL 5 (CREDIT CARD) PROCEDUREDEPARTURE OF GUEST PROCEDURERESETTING TABLE AFTER CUSTOMER DEPARTURE PROCEDUREROOM AMENITY DELIVERY PROCEDUREROOM SERVICE ORDER TAKINGBUFFET CLEARANCE PROCEDURECLEARING TABLE DURING DINING (BUFFET) PROCEDURECHINESE SIT DOWN TABLE TOP SETUP PROCEDURE ESETTLEMENT OF BILL 1 (CASH) PROCEDURESETTLEMENT OF BILL 2 (CHEQUE) PROCEDURESETTLEMENT OF BILL 3 (ROOM ACCOUNT) PROCEDURELABELING BUFFET DISHES PROCEDURE BOILED EGG SERVICE PROCEDURECARVING SERVICE PROCEDURE SPOILAGE / WASTAGE PROCEDUR CLEARING - BUSSING OF SOILED WARES PROCEDUREFNB-061FNB-062FNB-063FNB-064FNB-065FNB-066FNB-067FNB-068FNB-069FNB-070FNB-071FNB-072FNB-073FNB-074FNB-075FNB-076FNB-077BANQUET BAR SET UP-PROCEDUREBANQUET SIT DOWN BUFFET SERVICE-PROCEDURECLEARANCE AFTER BANQUET FUNCTIONS PROCEDURECHANGING OF BONE PLATES PROCEDURECHANGING OF ASHTRAY PROCEDUREREFILL OF BEVERAGES PROCEDUREBANQUET INSTALLATION TUNNING OF MICROPHONES-PROCEDUREBANQUET INSTALLATION AND TUNNING OF PROJECTOR-MOBILE PROCEDURESTEWARDING STORE REQUISITIONS PROCEDUREOE BREAKAGE CONTROL PROCEDURE LINEN EXCHANGE PROCEDUREINTER-BAR TRANSFER PROCEDUREPOLISHING CHINA, GLASS AND FLATWARE PROCEDUREHANDLING OF CORKED / BAD WINES PROCEDUREHANDLING GUEST COMPLAINTSSPECIAL GUEST REQUEST (CAN DO SERVICE) PROCEDURECHILDREN SERVICE PROCEDURE餐飲部領(lǐng)導(dǎo) 餐飲部 預(yù)訂部廚房 -服務(wù) -宴會(huì) -管事部準(zhǔn)備每周入住率預(yù)測(cè)表周五中午12:00前送致餐飲部辦公室收集預(yù)測(cè)表接收復(fù)印件 復(fù)印預(yù)測(cè)表給餐飲部相關(guān)領(lǐng)導(dǎo)根據(jù)生意情況制定每周排班表 把排班表給部門經(jīng)理批準(zhǔn)并簽字復(fù)印排班表給餐飲部秘書 接收所有部門的復(fù)印件 準(zhǔn)備每周餐飲部領(lǐng)導(dǎo)的排班表把排班表給餐飲總監(jiān)批準(zhǔn)并簽字復(fù)印餐飲部領(lǐng)導(dǎo)排班表給所有餐飲部的領(lǐng)導(dǎo)整理一套各部門完整的排班表存檔編號(hào) : G001長(zhǎng)沙皇冠假日酒店每周排班表程序備注 : * 附上一份餐飲部排班表 .* 附上一份餐飲部領(lǐng)導(dǎo)排班表 .* 標(biāo)準(zhǔn) : 作為運(yùn)營(yíng)部門 , 排班表可根據(jù)生意情況隨時(shí)進(jìn)行改動(dòng) .宴會(huì)銷售準(zhǔn)備每周宴會(huì) /會(huì)議活動(dòng)預(yù)測(cè)表周五中午12:00前送致餐飲部辦公室* 附上一份餐飲部排班表 .* 附上一份餐飲部領(lǐng)導(dǎo)排班表 .* 標(biāo)準(zhǔn) : 作為運(yùn)營(yíng)部門 , 排班表可根據(jù)生意情況隨時(shí)進(jìn)行改動(dòng) .CROWNE PLAZA City Center ChangshaWEEKLY DUTY ROSTER PROCEDUREF&B Department Heads Reservation DepartmentKitchen - Service - Banquet - StewardingPrepare Weekly Occupancy ForecastListSend to F&B Office before Friday 12pmCollect Forecast ListsReceive Copies Send a Copy to all concerned F&BDepartment HeadsPrepare Weekly Duty Roster accordingto Business RequirementApprove/Sign Duty Roster Submit a Copy to F&B Secretary Receive all sections copies Prepare a Weekly F&B Heads DutyRosterGet approval/signature from Director ofF&BCopy F&B Heads Duty Roster to allF&B Department HeadsKeep one Complete set of all SectionsRosters for FilingCode : 001ERemark: * Attached one copy of F&B departmental duty roster.* Attached one copy of F&B heads duty roster. * Standard: As an operation department, duty rosters can be subject to last minute changes according to business needs. Catering Sales Prepare Weekly Banquet / FunctionForecast ListSend to F&B Office before Friday12pm* Attached one copy of F&B departmental duty roster.* Attached one copy of F&B heads duty roster. * Standard: As an operation department, duty rosters can be subject to last minute changes according to business needs. 餐廳經(jīng)理 餐廳迎賓員 /主管電話響三聲內(nèi)必須接聽(tīng)微笑 /用友好的態(tài)度接聽(tīng)電話接聽(tīng)電話用語(yǔ) :長(zhǎng)沙皇冠假日酒店 , 舐香啡廳 , 我是瑪麗 !在接聽(tīng)電話時(shí)先要聆聽(tīng)來(lái)電者問(wèn)話再做回答來(lái)電者想與餐廳經(jīng)理通電話 來(lái)電者想預(yù)訂應(yīng)該說(shuō) : 劉先生 , (重復(fù)來(lái)電話者想要找的人的姓名 ) 請(qǐng)您稍等 . 感謝您的來(lái)電 ! 問(wèn) : 可以告訴我您的姓名嗎 ?按住等待鍵 問(wèn) : 王小姐 , 可以告訴我您的就餐時(shí) 間嗎 ?立即尋找電話中要找的人 問(wèn) : 您有多少人就餐 ?回到電話機(jī)旁 , 再按一下等待鍵 問(wèn) : 可以告訴我您的聯(lián)系電話嗎 ?把電話給所找的人 您是需要吸煙區(qū)還是無(wú)煙區(qū) ?您還有什么特殊要求嗎 ?王小姐 , 我重復(fù)一下您的預(yù)訂好嗎 ?我們將會(huì)為您保留預(yù)訂最多延長(zhǎng)30分鐘 . 感謝您的預(yù)訂 .希望很快能見(jiàn)到您 . 再見(jiàn) .等待 , 直到客人掛掉電話掛掉電話* 主管級(jí)及員工不允許留言 .長(zhǎng)沙皇冠假日酒店接聽(tīng)電話程序備注 :*為了尊重我們的客人 , 酒店規(guī)定員工上班時(shí)間不能接聽(tīng)和撥打私人電話 .出于禮貌 , 不要偷聽(tīng)別人的私人談話 . 被人察覺(jué)到會(huì)被認(rèn)為沒(méi)有職業(yè)道德 . 編碼 : 002C備注 :*餐廳電話主要是為我們的客人服務(wù)所用 .*不要占用電話線多余一分鐘 .餐廳男 /女服務(wù)員 /實(shí)習(xí)生來(lái)電者想與同事或員工通電話傾聽(tīng)來(lái)電者講話并委婉回絕 : 對(duì)不起 , 我們酒店規(guī)定員工在上班時(shí)間內(nèi)不能接聽(tīng)私人電話 .感謝您的理解 !等待 , 直到來(lái)電者掛掉電話掛掉電話長(zhǎng)沙皇冠假日酒店接聽(tīng)電話程序大堂吧及咖啡廳的員工要用英語(yǔ)接聽(tīng)電話 . 清楚地重復(fù)預(yù)定 , 等待客人的同意 . *餐廳電話主要是為我們的客人服務(wù)所用 .CROWNE PLAZA CHANGSHAANSWER TELEPHONE PROCEDURERestaurant Manager Restaurant GRO / Supervisor Pick-up phone (maximum three rings)Smile / use a friendly voice when speakingon the phoneSay: Crowne Plaza City Center Changsha,Salt and Pepper, Mary speaking!Listen to speaker first before answeringSpeaker requests to speak to restaurantmanagerSpeaker requests to make a reservationSay: Mr. Liu (repeat requestedpersons name), one moment please.Thank you for calling!Ask: Your name, please!Put conversation ON HOLD by pressingOn Hold button Ask: Which day and time, Miss Wong?Search for requested personimmediately Ask: How many people?Return to phone and push ON HOLDBUTTON again Ask: Your contact number, please?Hand phone to requested person andstep back Smoking or non-smoking table?Any special requests?Miss Wong, can I repeat yourreservation?We will keep your reservation for 30minutes. Thank you for your reservation.See you soon! Good bye.Wait until speaker hung upHang up phoneRemark: * In respect to our guests, our policy does not permit staff to receive private phone calls while on duty. As courtesy, do not listen to other persons conversations, it is perceived as impolite and not professional * For supervisor and ranking file levels, we do not allow to take messages. * Outlet telephones primarily serve our customers. * Do not block phone line for more than one minute. Code: 002ERestaurant Waiter / Waitress / TraineeSpeaker requests to speak to a colleague /staffListen to conversation and reject callfriendly: I am sorry, we do not allow staffto take phone calls. Thank you for yourunderstanding!Wait until speaker hung upHang Up phone* In respect to our guests, our policy does not permit staff to receive private phone calls while on duty. Lobby and Coffee shop, always answer in English ! Repeat reservation clearly and wait for guests approval 長(zhǎng)沙皇冠假日酒店電話預(yù)訂餐桌程序餐廳 -大堂吧領(lǐng)位電話響三聲之內(nèi)接起語(yǔ)速柔和甜美， 并說(shuō) : 長(zhǎng)沙皇冠假日酒店，舐香咖啡廳，我是瑪麗 !傾聽(tīng)來(lái)電者的講話如果來(lái)電為預(yù)訂電話，準(zhǔn)備預(yù)訂本問(wèn)客人姓名 : 請(qǐng)問(wèn)怎么稱呼您 ?如果客人姓名不容易拼寫， 問(wèn)客人 : 對(duì)不起， 請(qǐng)您拼一下您的名字好嗎 ?問(wèn) : 王小姐， 您預(yù)訂哪一天 ?什么時(shí)候 ?問(wèn) : 您有多少人就餐 ?問(wèn) : 可以告訴我您的聯(lián)系電話嗎 ?問(wèn) : 您想要吸煙區(qū)還是非吸煙區(qū) ?問(wèn) : 您還有什么特殊要求嗎 ?重復(fù)來(lái)電者的預(yù)訂 : 王小姐， 我可以重復(fù)一下您的預(yù)訂嗎 ?清晰的重復(fù)預(yù)訂的每一個(gè)細(xì)節(jié)歡迎客人光臨， 感謝客人預(yù)訂等待直到客人掛電話掛掉電話準(zhǔn)備預(yù)訂卡， 并做記錄， 桌號(hào) /房間號(hào)備注 :* 在預(yù)訂中， 盡可能問(wèn)清客人的預(yù)訂是哪一種， 生日會(huì)還是小聯(lián)歡會(huì)等， 做好準(zhǔn)備。 例如提供特殊擺臺(tái)或禮品等編碼 :003C講電話時(shí)應(yīng)友好禮貌， 國(guó)內(nèi)客人講中文， 外國(guó)客人講英文 咖啡廳和大堂吧必須講英文回答電話 * 在預(yù)訂中， 盡可能問(wèn)清客人的預(yù)訂是哪一種， 生日會(huì)還是小聯(lián)歡會(huì)等， 做好準(zhǔn)備。 例如提供特殊擺臺(tái)或禮品等用客人的姓來(lái)稱呼客人 CROWNE PLAZA CHANGSHA TAKING TABLE RESERVATION (PHONE) PROCEDURE Restaurant - Lounge GRO / SupervisorPick-up phone within three rings Speak slowly and clearly, say: Crowne Plaza City CenterChangsha Salt & Pepper (outlet name), Mary speaking!Listen to speaker firstIf the call is for a reservation, prepare the reservation log bookAsk name: Your name, please! If the name is not easy to spell, ask guest: Excuse me, couldyou spell the name for me, please?Ask: Which day and time, Miss Wong?Ask: How many people?Ask: Your contact number, please!Ask: Smoking or non-smoking table?Ask: Any special requests?Ask caller to repeat reservation: Miss Wong, could I repeat yourreservation?Repeat all details clearlyBid farewell to guest: Thank you for your reservation. See yousoon. Good bye!Wait until guest hung up Hang up phonePrepare reservation card and assign table number / room number Remark: * All reservation matters will be handled by restaurants GRO. * During reservation taking, try to investigate the purpose of the party (anniversary, birthday, kids party etc), therefore appropriate preparation can be arranged, such as special set-up, decoration, gift or others. Code: 003ESpeak in a friendly and polite manner. Converse in English for foreign guest, in Chinese for domestic guest Coffee shop and lobby lounge, only answer in English * During reservation taking, try to investigate the purpose of the party (anniversary, birthday, kids party etc), therefore appropriate Call guest by name From this step onwards 餐廳 -大堂吧男 /女服務(wù)員在餐桌前感謝客人光臨說(shuō) : 下午好 !幫助客人入座拉椅子 , 女士?jī)?yōu)先當(dāng)所有客人都入座后， 打開(kāi)餐巾把餐巾鋪在客人腿上站在餐桌旁邊繼續(xù)為客人服務(wù)備注 : * 標(biāo)準(zhǔn) : 客人進(jìn)入餐廳一分鐘內(nèi)要有禮貌的熱情的向客人問(wèn)好 , 并請(qǐng)客人入座 .編號(hào) : 004C長(zhǎng)沙皇冠假日酒店問(wèn)候客人并請(qǐng)客人入座程序餐廳 -大堂吧禮賓主任 /主管在入口處歡迎客人光臨說(shuō) : 先生 /女士 , 下午好 . 您是四人用餐嗎 ?您是需要吸煙區(qū)還是無(wú)煙區(qū) ? (如果需要的話）說(shuō) : 您這邊兒請(qǐng) .檢查是否有客人可以使用的餐桌從客戶關(guān)系主任的桌上取零點(diǎn)菜單和酒單給客人提供至少兩張餐桌的選擇這張餐桌可以嗎 ?給客人展示兩張餐桌引領(lǐng)客人致餐桌幫助客人拿外套（如果需要）幫助客人入座拉椅子呈現(xiàn)菜單為客人介紹自助餐特色菜及促銷產(chǎn)品介紹區(qū)域男 /女服務(wù)員 .說(shuō) :這是彼德 , 今天他將為您服務(wù) !祝您用餐愉快* 標(biāo)準(zhǔn) : 客人進(jìn)入餐廳一分鐘內(nèi)要有禮貌的熱情的向客人問(wèn)好 , 并請(qǐng)客人入座 .長(zhǎng)沙皇冠假日酒店問(wèn)候客人并請(qǐng)客人入座程序CROWNE PLAZA CHANGSHA GREETING AND SEATING OF GUESTS PROCEDURERestaurant - LoungeWaiter/WaitressAcknowledge guests at the table Say: Good afternoon!Help guests for seatingPull chairs, ladies firstOnce all guests are seated, unfold napkinsPlace napkins on guests lapStand-by at tableContinue serving guests Remark: * Standard: Customer is acknowledged promptly and courteous, greeted and seated within 1 minute of arrival. Code: 004ECROWNE PLAZA CHANGSHA GREETING AND SEATING OF GUESTS PROCEDURERestaurant - LoungeGRO / SupervisorAcknowledge guest at entranceSay: Good afternoon, Sir/Madame. A table for four?You like smoking or non-smoking? (if applicable)Say: This way please. Check availability of tables on floor planTake a la carte and wine menus from GRO deskProvide guests with two table choicesHow about this table? Show guests two table options Escort guests to table Offer coat service to guest (if applicable)Help guests for seatingPull chairsPresent menusIntroduce specials, promotions and buffetIntroduce the station waiter / waitressSay: This is Peter, he will be serving your table today!Enjoy your meal* Standard: Customer is acknowledged promptly and courteous, greeted and seated within 1 minute of arrival. 早餐控制程序咖啡廳迎賓員 /主管根據(jù)運(yùn)營(yíng)趨勢(shì) , 提前打印早餐自助餐帳單歡迎客人并說(shuō) : 先生 /女士 , 早上好 , 歡迎光臨 在電腦送單機(jī)上劃一下房卡確定客人房號(hào)及姓名牢記客人的姓重復(fù)確認(rèn)信息 :張先生 , 是嗎 ?核實(shí)此張房卡是否含有早餐返還給客人房卡房間含早餐的情況 房間不含早餐的情況說(shuō) : 請(qǐng)這邊走 ! 問(wèn) : 您想試試我們的早餐自助餐嗎 ?引領(lǐng)客人致餐桌 如果客人同意 , 把事先準(zhǔn)備的簽單夾呈現(xiàn) 給客人幫客人拉椅子 說(shuō) :您可以在這里簽單嗎 ?打開(kāi)餐巾 , 放于面包盤上 客人簽完姓名及房間號(hào)詢問(wèn)客人 : 您想要咖啡還是茶 ? 說(shuō) : 謝謝 , 請(qǐng)這邊兒走 !通知男 /女服務(wù)員給客人上咖啡 /茶 引領(lǐng)客人致餐桌說(shuō) : 王先生 , 用餐愉快 , 一會(huì)兒見(jiàn) ! 幫客人拉椅子打開(kāi)餐巾 , 放于面包盤上詢問(wèn)客人 : 您想要咖啡還是茶 ?通知男 /女服務(wù)員給客人上咖啡 /茶說(shuō) : 張先生 , 愿您用餐愉快 !長(zhǎng)沙皇冠假日酒店準(zhǔn)備 :與客人短暫對(duì)話使客人有回家的理由 : 確保為客人提供快捷的服務(wù) 備注 :編號(hào) : 005C* 早餐控制準(zhǔn)則 : 友善 , 快捷 , 有效 .* 友善對(duì)待所有客人 . 長(zhǎng)沙皇冠假日酒店與客人短暫對(duì)話 , 使客人有回家的感覺(jué) 總是以客人姓名稱呼客人 * 早餐控制準(zhǔn)則 : 友善 , 快捷 , 有效 .* 友善對(duì)待所有客人 .Coffee ShopGRO / SupervisorPreparation: According to business trend, pre-print breakfastbuffet checksWelcome Guest and say: Good morning, Sir /Madame, may I have your room card please?Swipe room card on POS swiperVerify guests room number and nameRemember guests family nameReconfirm Information: Mr. Zhang, is thatcorrect?Verify if room code is inclusive of breakfastReturn guests room cardRoom inclusive of breakfast Room not inclusive of breakfastSay: This way please! Ask: Would you like to try our breakfast buffet?Escort guest to table If yes, present pre-printed breakfast check on billfolder to guestPull chair for guest Say: Could you please sign the breakfast billhere?Unfold the napkin and place onto B/B plate Complete the bill by adding guest name and roomnumberAsk guest: Would you prefer coffee or tea forbreakfast? Say: Thank you, this way please!Instruct waiter/waitress to serve hot coffee/tea Escort guest to tableSay: Enjoy your breakfast, Mr. Wang, see youlater! Pull chair for guestUnfold the napkin and place on the B/B plateAsk guest: Would you prefer coffee or tea forbreakfast?Instruct waiter/waitress to serve hot coffee/teaCROWNE PLAZA CHANGSHABREAKFAST CONTROL PROCEDUREshort and pleasant conversation, make Reason: Enables you to provide guest with quicker service always by his/her Say: Have an enjoyable breakfast, Mr. Zhang !Remark: * Breakfast Control to be conducted: Friendly, quickly and efficient. * Create a friendly and pleasant to all guests. Code: 005ECROWNE PLAZA CHANGSHABREAKFAST CONTROL PROCEDUREEnter guest into a short and pleasant conversation, make him/her feel like home Address guest always by his/her name 餐廳 -大堂吧領(lǐng)位員歡迎客人嚴(yán)格遵守標(biāo)準(zhǔn)工作流程根據(jù)客人人數(shù)呈現(xiàn)菜單拿一套酒單和飲料單幫客人拉椅子請(qǐng)其入座并幫助客人拿夾克 /外衣提供貴重物品 , 錢包 , 手機(jī)等的儲(chǔ)物服務(wù)提供夾克 /外衣等衣帽間的保存問(wèn) : 您想點(diǎn)零點(diǎn)還是吃我們的自助餐呢 ?客人選擇零點(diǎn)呈現(xiàn)菜單把菜單打開(kāi)首先呈現(xiàn)給女士 (主人 )介紹每日特色菜和招牌菜男 /女服務(wù)員站在桌前并說(shuō) : 卡羅琳今晚將為您服務(wù) . 祝您用餐愉快 !把酒單和飲料單給男 /女服務(wù)員放回到客戶關(guān)系主任的桌上備注 :編號(hào) : 006C長(zhǎng)沙皇冠假日酒店呈現(xiàn)菜單程序保管好所有菜單（沒(méi)有污點(diǎn)及破損）每位客人一份菜單餐廳男 /女服務(wù)員把夾克給男 /女服務(wù)員保管* 嚴(yán)格遵守衣帽間 /外衣服務(wù)的標(biāo)準(zhǔn)工作流程介紹自己 : 晚上好 , 我是卡羅琳 , 今天由我來(lái)為您服務(wù) !打開(kāi)餐巾并鋪開(kāi)放到客人的膝蓋上拿酒單和飲料單站在客人桌前并詢問(wèn)是否需要點(diǎn)開(kāi)胃酒飲料根據(jù)標(biāo)準(zhǔn)工作流程繼續(xù)為客人點(diǎn)單長(zhǎng)沙皇冠假日酒店呈現(xiàn)菜單程序保管好所有菜單（沒(méi)有污點(diǎn)及破損）每位客人一份菜單 CROWNE PLAZA CHANGSHA PRESENTING MENUS - PROCEDURERestaurant - LoungeWaiter / WaitressWelcome and greet guestsas per separate SOPTake menus according to number of guestsTake one set of wine & drink listSeat guests by pulling chairs and help removejackets/coatsOffer to saf-lock valuable like purse, phones etcOffer to store jackets/coats in our cloak roomAsk: Would you like to dine from the menu or do youprefer to take our buffet?Guest selects to dine a la cartePresent menu(s)Hand the menu opened to ladies first (host last)Introduce daily specials and signature dishesRefer to standby waiter / waitress : Caroline will beserving your table tonight. Please enjoy your dinner!Hand wine & drink lists to waiter/waitressReturn to GRO deskRemarks: * keep all menus in excellent conditions (without stains, chips or cracks) Code: 006EEach guest one menu CROWNE PLAZA CHANGSHA PRESENTING MENUS - PROCEDURERestaurant Waiter / WaitressPass jackets to waiter/waitress for removal* Refer to separate SOP Cloak room / Coat ServiceIntroduce yourself by saying: Good evening, Iam Caroline, I will be serving your party today!Unfold napkins and place onto guests lapsTake wine & drink listsStandby and ask for aperitif (drink) orderContinue as per separate SOP Taking GuestOrders* keep all menus in excellent conditions (without stains, chips or cracks) Each guest one menu 服務(wù)時(shí)間 餐廳 -大堂吧男 /女服務(wù) 酒吧經(jīng)理 /主管0:00 為瓶裝葡萄酒 /香檳酒點(diǎn)單1:00 把點(diǎn)單輸入到電腦送單機(jī)中 接收電腦送單機(jī)中的打印單1:30 通知酒吧經(jīng)理 /主管送貨 接到餐廳的電話準(zhǔn)備瓶裝葡萄酒準(zhǔn)備酒吧轉(zhuǎn)賬單5:00 接收瓶裝葡萄酒 把瓶裝葡萄酒送到所需部門5:20 在酒吧轉(zhuǎn)賬單上簽字 把簽過(guò)字的酒吧轉(zhuǎn)賬單返還給酒吧6:00 把瓶裝葡萄酒呈現(xiàn)給客人并為客人服 務(wù) 每日把轉(zhuǎn)賬單存檔 ,以便盤點(diǎn)用電腦送單機(jī)中的打印單存檔以便控制備注： * 所有的瓶裝葡萄酒由酒水部監(jiān)控管理* 所有的點(diǎn)單必須記錄在酒吧轉(zhuǎn)賬單上編號(hào) : 007C長(zhǎng)沙皇冠假日酒店瓶裝葡萄酒點(diǎn)單和分發(fā)程序準(zhǔn)備時(shí)間0:000:301:302:004:00Service Time Restaurant - Lounge Waiter/Waitress Bar Manager / Supervisor (in minutes)0:00 Take bottle of wine/champagne order1:00 Post order into POS Receive POS print-out1:30 Inform bar manager / supervisor fordelivery Receive call from restaurantPrepare bottle of winePrepare bar transfer form5:00 Receive bottle Deliver bottle to requesting section5:20 Sign bar transfer form Return to bar with signed transferfrom6:00 Present and serve bottle to guests Keep transfer form for daily inventoryand replacement requisitionKeep POS Print-out for ControlPurposeRemark: * All bottled wines are under supervision and control of beverage department. * All orders must be recorded on Bar Transfer Form. Code: 007ECROWNE PLA