餐飲部.標準運轉(zhuǎn)程序封皮

兵團大飯店標準運轉(zhuǎn)程序餐飲部Food&BeverageDepartmentStandardOperationProceduresBingTuanGrandHotel（此標準經(jīng)過飯店管理班子審閱，同意此標準按最新日期執(zhí)行） 總經(jīng)理：二〇一二年餐飲部標準運轉(zhuǎn)程序（SOP）目錄VIP果盤-----------------------------------------------------------------------------1-2VIP級別------------------------------------------------------------------------------3VIP客人接待程序------------------------------------------------------------------------------4-5搬運放置洗凈的餐具-----------------------------------------------------------------------------6玻璃器皿及瓷器餐具的存放--------------------------------------------------------------------7不銹鋼刀叉匙存放--------------------------------------------------------------------------------8不銹鋼蒸汽臺的清洗方法------------------------------------------------------------------------9餐具疊放分類-------------------------------------------------------------------------------------10餐具裝框清洗-------------------------------------------------------------------------------------11瓷磚地面的清洗方法----------------------------------------------------------------------------12刀叉類洗滌方法----------------------------------------------------------------------------------13發(fā)放餐具-------------------------------------------------------------------------------------------14放置和保管清潔餐具----------------------------------------------------------------------------15家用型抽油煙機清潔方法----------------------------------------------------------------------16打碎機的清洗方法-------------------------------------------------------------------------------17烤架鐵盤的清洗方法-----------------------------------------------------------------------------18烤箱的清洗方法-----------------------------------------------------------------------------------19可拆除過濾器的爐罩清洗方法-----------------------------------------------------------------20鋁制器皿洗滌方法---------------------------------------------------------------------------------21烹調(diào)間地面的清洗方法---------------------------------------------------------------------------22清潔冰柜、冰箱------------------------------------------------------------------------------------23清潔地墊---------------------------------------------------------------------------------------------24清潔地面----------------------------------------------------------------------------------------------25清潔排水溝-----------------------------------------------------------------------------------------26清潔墻面----------------------------------------------------------------------------------------------27清潔萬能蒸箱------------------------------------------------------------------------------------------28清潔網(wǎng)罩---------------------------------------------------------------------------------------------29清潔自助餐爐----------------------------------------------------------------------------------------30清潔自助餐臺------------------------------------------------------------------------------------------31清掃洗碗機內(nèi)部清潔---------------------------------------------------------------------------------32肉類食品切片機的清洗方法------------------------------------------------------------------------33設備認知-----------------------------------------------------------------------------------------------34-35深底煎盤的清洗方法----------------------------------------------------------------------------------36水泥地面的清洗方法----------------------------------------------------------------------------------37塑料用具清洗方法--------------------------------------------------------------------------------------38銅器清洗方法-----------------------------------------------------------------------------------------39維護銀具--------------------------------------------------------------------------------------------40洗地機的操作程序------------------------------------------------------------------------------------41洗碗機操作程序--------------------------------------------------------------------------------------42金銀器存放--------------------------------------------------------------------------------------------43制冰機操作程序--------------------------------------------------------------------------------------44使用炒鍋技巧------------------------------------------------------------------------------------------45火候的控制---------------------------------------------------------------------------------------------46上菜時間的控制---------------------------------------------------------------------------------------47炸制原料的方法-------------------------------------------------------------------------48插花技巧------------------------------------------------------------------------------------------------49開胃小菜制作------------------------------------------------------------------------------------------50清潔廚房設備------------------------------------------------------------------------------------------51清潔庫房衛(wèi)生------------------------------------------------------------------------------------------52維護和保養(yǎng)廚房器械---------------------------------------------------------------------------------53儲存冰塊-------------------------------------------------------------------------------------------------54擺放冰桶與冰桶架-------------------------------------------------------------------------------------55擺臺標準-----------------------------------------------------------------56采取合適的行動解決客人投訴-----------------------------------------------57菜肴推銷技巧-------------------------------------------------------------58餐廳借用酒水程序-----------------------------------------------------------------------------------59-60撤盤子----------------------------------------------------------------------------------------------------61處理玻璃器皿-------------------------------------------------------------------------------------------62處理不銹鋼器皿----------------------------------------------------------------------------------------63處理布草-------------------------------------------------------------------------------------------------64-65處理瓷器-------------------------------------------------------------------------------------------------66傳菜部工作午餐及晚餐-----------------------------------------------------------------------------67-71存菜服務-------------------------------------------------------------------------------------------------72存菜服務-------------------------------------------------------------------------------------------------73存酒服務-------------------------------------------------------------------------------------------------74點菜服務流程-------------------------------------------------------------75點煙服務--------------------------------------------------------------------------------------------------76分餐技巧--------------------------------------------------------------------------------------------------77服務期間的檢查服務程序-----------------------------------------------------------------------------78服務香煙---------------------------------------------------------------------------------------------------79更換餐具---------------------------------------------------------------------------------------------------80關檔職責---------------------------------------------------------------------------------------------------81花雕酒服務------------------------------------------------------------------------------------------------82檢查鮮花的擺放------------------------------------------------------------------------------------------83建立并維持有效的對客關系---------------------------------------------------------------------------84接待客人（午餐及晚餐）----------------------------------------------------------------------------85-87結(jié)賬方式--------------------------------------------------------------------------------------------------88-89酒吧工作標準--------------------------------------------------------------------------------------------90-91開檔工作---------------------------------------------------------------------------------------------------92開市與收市------------------------------------------------------------------------------------------------93客人遺失物品處理---------------------------------------------------------------------------------------94客用餐巾----------------------------------------------------------------------------------------------------95了解每日例會內(nèi)容，沽清，特別介紹----------------------------------------------------------------96清臺服務標準---------------------------------------------------------------97白葡萄酒服務程序-----------------------------------------------------------------------------------------98紅葡萄酒服務程序-----------------------------------------------------------------------------------------99服整魚服務程序--------------------------------------------------------------------------------------------100如何回答客人問題-----------------------------------------------------------------------------------------101散臺零點服務----------------------------------------------------------------------------------------------102-106生日蛋糕服務程序----------------------------------------------------------------------------------------107食物和酒水托盤------------------------------------------------------------------------------------------108-109使用托盤技巧-----------------------------------------------------------------------------------------------110廳房服務程序----------------------------------------------------------------------------------------------111-113退菜處理程序-----------------------------------------------------------------114洗手盅----------------------------------------------------------------------------------------------------------115鮮榨果汁服務-------------------------------------------------------------------------------------------------116協(xié)助核對及呈遞帳單程序------------------------------------------------------117協(xié)助席間服務----------------------------------------------------------------118攜帶物品去洗碗間------------------------------------------------------------------------------------------119嬰兒椅服務---------------------------------------------------------------------------------------------------120迎賓服務程序------------------------------------------------------------------------------------------------121展示碟---------------------------------------------------------------------------------------------------------122掌握菜牌知識----------------------------------------------------------------123酒水服務技巧----------------------------------------------------------------124中餐零點擺臺---------------------------------------------------------------------------------------------125-126中式零點服務---------------------------------------------------------------------------------------------127-131中餐廳入單程序------------------------------------------------------------------------------------------132-133中式VIP宴會接待服務程序--------------------------------------------------------------------------134-137U型會議擺臺------------------------------------------------------------------------------------------------138擺放舞臺地板-----------------------------------------------------------------139擺放小酒吧----------------------------------------------------------------------------------------------------140擺放休息茶點自助餐-----------------------------------------------------------141擺放指示牌-------------------------------------------------------------------142晚餐臺擺臺----------------------------------------------------------------------------------------------------143跟進宴會任務單----------------------------------------------------------------------------------------------144更換及保管布草----------------------------------------------------------------------------------------------145更新多功能廳-------------------------------------------------------------------------------------------------146會議服務--------------------------------------------------------------------------------------------------------147會議室擺放---------------------------------------------------------148雞尾酒會的擺放----------------------------------------------------------------------------------------------149雞尾酒會與自助餐服務-------------------------------------------------------------------------------------150檢查會議擺臺-------------------------------------------------------------------------------151劇院式會議擺臺-------------------------------------------------------------------------------------------152課桌式擺臺-----------------------------------------------------------------------------------------------------153設備認識--------------------------------------------------------------------------------------------------------154物品盤點----------------------------------------------------------------------------------------------------155物資重復使用-----------------------------------------------------------------156西餐擺臺---------------------------------------------------------------------------------------------------157西式服務---------------------------------------------------------------------------------------------------158外賣-----------------------------------------------------------------------159-160宴會收檔---------------------------------------------------------------------161宴會物品保管--------------------------------------------------------------------------------------------162運輸和存放設備-----------------------------------------------------------------------------------------163中式擺臺---------------------------------------------------------------------------------------------------164中式服務---------------------------------------------------------------------------------------------------------165中式宴會接待程序-----------------------------------------------------------166-170準備工作排班--------------------------------------------------------------------------------------------------171準備會議----------------------------------------------------------------------------------------------------172準備自助餐-----------------------------------------------------------------------------------------------------173自助餐宴會服務程序--------------------------------------------------------------------------------------174-176擺設酒吧---------------------------------------------------------------------------------------------------------177冰箱的存放------------------------------------------------------------------------------------------------------178從庫房領取酒水---------------------------------------------------------------------179檢查制冷設備----------------------------------------------------------------------------------------------------180簡單的酒水裝飾-------------------------------------------------------------------------------------------------181酒吧關檔-------------------------------------------------------------------------182酒吧開檔和物品陳列-----------------------------------------------------------183-184酒吧清潔------------------------------------------------------------------------------------------------------185酒水破損和流失報告-------------------------------------------------------------186領貨單----------------------------------------------------------------------------------------------------------187冰箱清理-------------------------------------------------------------------------------------------------------188準備冷飲---------------------------------------------------------------------189-190扒房服務----------------------------------------------------------------------------------------------191餐廳借用酒水程序--------------------------------------------------------------------------------192-193撤盤子及餐具-----------------------------------------------------------------------------------------194充奶盅服務--------------------------------------------------------------------------------------------195房內(nèi)送餐服務程序-----------------------------------------------------196-198服務檢查、預見客人需要--------------------------------------------------------------------------199個人儀表、衛(wèi)生和行為-----------------------------------------------------------------------------200工作臺的準備-----------------------------------------------------------------------------------------201接聽電話-----------------------------------------------------------------------------------------------202酒吧設吧--------------------------------------------------------------------------------------------203-204酒水飲料服務------------------------------------------------------------------------------------------205清潔桌子------------------------------------------------------------------------------------------------206試酒與葡萄酒服務--------------------------------------------------------------------------------------207-208團隊信息獲得的服務程序-----------------------------------------------------------------------------209西餐早餐團隊確認及安排程序-----------------------------------------------------------------------210-211西餐自助午、晚餐服務流程------------------------------------------------------------------------212-213自助餐服務----------------------------------------------------------------------------------------------214西餐自助早餐服務-------------------------------------------------------------------------------------215-216VIP接待服務程序---------------------------------------------------------------------------------------217包廂預定--------------------