杭州香格里拉飯店餐飲部標(biāo)準(zhǔn)操作程序.doc

standard operation procedures 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 food excuse me, sir/ madam. may i help you? 說：“打擾了，先生/女士，我可以幫您嗎？ listen carefully and attentively to the complain 認(rèn)真誠懇地傾聽客人的意見。 say : im sorry about it , we will have it changed 說：“我很抱歉，我會(huì)給您更換。 send it back to the kitchen and explain to the chef about the wrong order 返到廚房，向廚師解釋原因。 when the items is ready . pick up the correct item 當(dāng)新菜做好后，拿起。 ensure the item is correct one 保證這次是正確的。 say : this is your i am terribly sorry for the incident , hope you enjoy your 說：這是您的菜，我非常抱歉，希望您能享 用 guest will know we care about it 客人將知道我們很關(guān)心這 件事。 no arguments between staff and kitchen , serve guest request. discuss after service if necessary 廚師和服務(wù)員不可以爭(zhēng)吵， 服務(wù)客人后在討論。 prepareed by: jimmy lei 起草人: approved by: james p. smith 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f chinaware in good condition 干凈干燥的托盤，餐具有良好的狀態(tài) fill pot 3/4 full with milk 在茶壺里裝入 3/4 的熱奶。 place pot under steamer 把茶壺放在加熱器下。 ensure that milk is hot 保證奶是熱的。 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，勺在墊碟上平行于杯把。 ensure sugar bowl， coffee cup and saucer , pot with hot milk 要有糖缸，咖啡杯及墊碟，一壺?zé)崮獭?serve ladies first . serve from the right 女士優(yōu)先，從右面服務(wù)。 sugar bowl at the center of the table 糖缸放在桌子中間。 pour hot milk into cup, till 2/3 of cup 把熱奶倒入杯子里直到 2/3 滿。 say : excuse me sir/ madam, this is your hot milk , please enjoy 說：打擾了，先生/女士，這是您的熱奶，請(qǐng)慢用。 prepared by: jimmy lei 起草人: approved by: div .head general manager 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f 日期 the time of reservation ; 來的時(shí)間 the numbers of guest coming. 客人人數(shù) his/ here contact no. 客人的聯(lián)系電話 private room or dining hall; 是廳房還是大廳 and the special request. 特殊要求 thank you for calling, mr./ms well be looking forward to serving you and your guest. 謝謝您的電話，先生/女士， 我們等著為您及您的客人服務(wù)。 you already knew the guest name . 你已經(jīng)知道客人的姓名 prepared by: jimmy lei 起草人: approved by: div .head general manager 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f smoking or non-smoking then say : this way please. 詢問信息： 人數(shù)，吸煙或不吸煙。然后 說： 這邊請(qǐng)。 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，離客人太遠(yuǎn)。 ensure guest is following you. 保證客人跟著你。 distance should not be more than a meter。 距離不應(yīng)該超過一米。 just enough space for guest enter comfortably . 只需要足夠的空間讓客人舒服地坐進(jìn)去。 to know which table can seat guest. 知道哪張桌子可以引客人過去。 more professional . 更專業(yè)。 prepared by: jimmy lei 起草人: approved by: div .head general manager 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f coke( can) ;jugs( with juices or ice warwe) hot water pot; minaral water ( bottle) ; beer ; wine. 從左到右，從矮的項(xiàng)目到高的項(xiàng)目。 例 如：最矮的項(xiàng)目是：茶壺。所以， 從左 邊開始； 墊著口布及墊碟的茶壺， 罐 裝飲料，水匝（用來裝軟飲，果汁或冰 水， 水壺，瓶裝礦泉水， 啤酒， 葡萄 酒。 *the label of the bottles must face to the guest 酒水的商標(biāo)必需朝向客人。 * all the items must on a line ,the same item ould be put back 所有的項(xiàng)目必需保持一條線， 相同品種 可以放在后面。 e.o will tell us which kind of beverage that we should serve to guest e.o.單會(huì)告訴我們這臺(tái)宴會(huì)需 要什么種類的酒水。 looks nice and prfessional 看起來干凈及專業(yè) prepareed by: jimmy lei 起草人: approved by: james p. smith 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f folded napkin; shaks 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 所需設(shè)備所需設(shè)備 : what to do 內(nèi)容內(nèi)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.sharks fin bowl and soy sauce plate place above show plates left and right , distance 1 finger. 4.put spoon in the bowl and holder towards left. 5.silver dragon stands 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 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f&b 部門部門 :餐飲部餐飲部 job title: all staff 職務(wù)職務(wù) : 所所 有服務(wù)員有服務(wù)員 task no: 82 號(hào)碼號(hào)碼 :82 task : how to take burger order 工作職責(zé)工作職責(zé) : 怎樣點(diǎn)漢堡包怎樣點(diǎn)漢堡包 equipment required: 所需設(shè)備所需設(shè)備 : what to do 內(nèi)容內(nèi)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. 如果客人點(diǎn)漢堡包不要全熟的。 2. if a child order a hamburger. 如果兒童點(diǎn)漢堡包。 3. if guest orders a chicken burger: 如果客人點(diǎn)雞肉漢堡包。 say : the hotel prefers to serve hamburgers cooked well done. 我們要對(duì)客人說：我們酒店建議您點(diǎn) 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.) 我們要對(duì)客人說：對(duì)兒童我們酒店只 服務(wù)全熟的。（對(duì)兒童我們從來都是 服務(wù)全熟的。） we only cooked chicken well done. we do not ask guest how they would like their chicken burger to be cooked. 對(duì)雞肉漢堡包我們不需要詢問客人， 只提供全熟的。 f.s.m.s prepared by: jimmy lei 起草人: approved by: div .head general manager 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f&b 部門部門 :餐飲部餐飲部 job title: all staff 職務(wù)職務(wù) : 所所 有服務(wù)員有服務(wù)員 task no: 83 號(hào)碼號(hào)碼 : 83 task : how to clear the chairs of banquet 工作職責(zé)工作職責(zé) : 怎樣收椅子怎樣收椅子 equipment required: chair trolley 所需設(shè)備所需設(shè)備 : 椅子車椅子車 what to do 內(nèi)容內(nèi)容 how to do it 程序程序 why 目的目的 1 repare chair trolley 準(zhǔn)備椅子車。 1.1 stack 8 chairs 每摞 8 張椅子。 2. use the chair trolley to transport them. 用椅子車運(yùn)送它們。 3. always pull the trolley with chairs resting on your shoulder 拉椅子車時(shí)要靠在肩上。 safety. 安全。 prepared by: jimmy lei 起草人: approved by: div .head general manager 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f&b 部門部門 :餐飲部餐飲部 job title: all staff 職務(wù)職務(wù) : 所所 有服務(wù)員有服務(wù)員 task no: 84 號(hào)碼號(hào)碼 : 84 task : how do we set tray stand 工作職責(zé)工作職責(zé) : 怎樣擺放托盤架怎樣擺放托盤架 equipment required: 所需設(shè)備所需設(shè)備 : what to do 內(nèi)容內(nèi)容 how to do it 程序程序 why 目的目的 1.prepare tray stand and food tray when needed. 當(dāng)需要的時(shí)候準(zhǔn)備托盤架及托盤。 2. open tray stand and place empty tray on top. 打開托盤架把空托盤放上。 close tray stand and carry horizontal bar with left hand at waist lwvel. 合上托盤架， 用左手拿著放在腰間的 位置。 carry food tray on shoulder with right hand . 用右手把托盤馱起放在肩上。 move to desired destination. 走到指定的位置。 ensure it is stable. 保證托盤架穩(wěn)定。 ensure it is not obstructing the passageway. 保證不妨礙通道。 ensure it is 3 feet away from table. 保證離桌子一定的距離。 prepared by: jimmy lei 起草人: approved by: div .head general manager 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f&b 部門部門 :餐飲部餐飲部 job title: all staff 職務(wù)職務(wù) : 所所 有服務(wù)員有服務(wù)員 task no: 85 號(hào)碼號(hào)碼 : 85 task : how to clean pepper and salt shaker 工作職責(zé)工作職責(zé) : 怎樣清潔胡椒及鹽盅怎樣清潔胡椒及鹽盅 equipment required: 所需設(shè)備所需設(shè)備 : what to do 內(nèi)容內(nèi)容 how to do it 程序程序 why 目的目的 collect all the salt / pepper shakers from the back station 從邊臺(tái)收集所有的胡椒及鹽盅 send the salt and pepper shaker to dishwasher for washing 把胡椒及鹽盅送去清洗。 separate and differentiate the salt and pepper (shaker with 5 holes-pepper and 3 holes-salt) 把胡椒及鹽盅區(qū)別開。（胡椒盅為 5 眼的，鹽盅為 3 眼的） pour out the salt and pepper into separate plastic container 把鹽及胡椒分別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 胡椒及鹽盅必須干凈沒有破損。 use for refill. 用于重新使用。 prepared by: jimmy lei 起草人: approved by: div .head general manager 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f&b 部門部門 :餐飲部餐飲部 job title: all staff 職務(wù)職務(wù) : 所所 有服務(wù)員有服務(wù)員 task no: 86 號(hào)碼號(hào)碼 : 86 task : how to refill pepper and salt shaker 工作職責(zé)工作職責(zé) : 怎樣添加胡椒及鹽怎樣添加胡椒及鹽 equipment required: 所需設(shè)備所需設(shè)備 : what to do 內(nèi)容內(nèi)容 how to do it 程序程序 why 目的目的 1collect all salt / pepper shakers from dishwasher, clean and wipe dry 收集所有的胡椒及鹽盅 stopper to be inserted to prevent spillage 蓋好瓶塞防止外漏。 add rice grains to the container of salt and mix well 在鹽盅里加入大米混合均勻。 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 當(dāng)胡椒及鹽盅完全干燥，用漏斗把鹽及胡 椒裝入各自的盅里至 3/4 滿。 wipe off spillage, if any and make sure it is clean 如果外漏，要擦凈。 to prevent salt moist and get solidified 。 防止鹽潮濕凝固。 prepared by: jimmy lei 起草人: approved by: div .head general manager 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f&b 部門部門 :餐飲部餐飲部 job title: all staff 職務(wù)職務(wù) : 所所 有服務(wù)員有服務(wù)員 task no: 87 號(hào)碼號(hào)碼 : 87 task : how to pickup bread items 工作職責(zé)工作職責(zé) : 怎樣準(zhǔn)備面包怎樣準(zhǔn)備面包 equipment required: 所需設(shè)備所需設(shè)備 : what to do 內(nèi)容內(nèi)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 當(dāng)客人一入座或在服務(wù)主食前要服務(wù)客 人面包和黃油。 2. take a silver bread basket ( oval) 準(zhǔn)備銀面包筐。 3. take the bread from the bread warmer and arrange the bread neatly into the basket with napkin 從保溫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 從冰箱中取出黃油放在盤中。 go to kitchen service area with a tray . 拿托盤到廚房。 .make sure that balance crumbs have been removed by turning the basket over the dustbin . 確保面包渣被清理干凈。 take a fresh white napkin, fold it into a pocket and place it into the bread basket. 拿一塊干凈的白口布疊好放在筐里。 check the bread is firm and semi-hard 檢查面包是半硬的及很穩(wěn)的被放在筐 里的。 ensure that bread is hot when served to the guest 保證服務(wù)給客人的時(shí)候面包是熱的。 basket must be clean , dry not tarnished and free from stale crumbs. 面包筐是干凈的， 干燥的， 沒有生銹及沒有面包 渣的。 use for put a selection of three different types of bread into the bread basket. 用于放三種選好的面包。 prepared by: jimmy lei 起草人: approved by: div .head general manager 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f&b 部門部門 :餐飲部餐飲部 job title: all staff 職務(wù)職務(wù) : 所所 有服務(wù)員有服務(wù)員 task no: 88 號(hào)碼號(hào)碼 : 88 task : how to serve bread 工作職責(zé)工作職責(zé) : 怎樣服務(wù)面包怎樣服務(wù)面包 equipment required: 所需設(shè)備所需設(shè)備 : what to do 內(nèi)容內(nèi)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. 托盤里準(zhǔn)備好面包筐及黃油到客人 的桌邊. 2.make presence felt by saying: “excuse me, may i” 態(tài)度友好及禮貌地對(duì)客人說: “ 對(duì)不 起.我可以” 3. place the bread and butter in the center of the table. 把面包及黃油放在桌子中間. standard number of bread basket and butter for each table. 每桌的面包筐及黃油的標(biāo)準(zhǔn)是: 1-3pax ( 1 bread basket with 1 butterdish) 1-3 位(1 個(gè)面包筐一碟黃油) always use pair of tones to place butter in plate even in the kitchen area( no bear hand ) unless butter has individual wrapping. 永遠(yuǎn)用夾子夾黃油,即使在廚房.(不可以用裸露的 手)除非黃油是被包裝好的. 4 pax(1bread basket with 2 butterdish) 4 位(2 個(gè)面包筐 2 碟黃油) 5 pax(2bread basket with 2 butterdish) 5 位(2 個(gè)面包筐 2 碟黃油) 6 pax(2bread basket with 3 butterdish) 6 位(2 個(gè)面包筐 3 碟黃油) 7-8pax(3bread basket with 4 butterdish) 7-8 位(3 個(gè)面包筐 4 碟黃油) 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,面包數(shù)量要根據(jù)人數(shù)相乘. have knowledge of the type of breads available 員工要有面包品種的知識(shí). because f.s.m.s prepared by: jimmy lei 起草人: approved by: div .head general manager 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f&b 部門部門 :餐飲部餐飲部 job title: all staff 職務(wù)職務(wù) : 所所 有服務(wù)員有服務(wù)員 task no: 89 號(hào)碼號(hào)碼 : 89 task :when do we upsell dessert 工作職責(zé)工作職責(zé) : 什么時(shí)候推薦甜品什么時(shí)候推薦甜品 equipment required: 所需設(shè)備所需設(shè)備 : what to do 內(nèi)容內(nèi)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 當(dāng)客人用完主餐桌子收拾干凈后， 從邊 臺(tái)上準(zhǔn)備好甜品菜牌。 2. approach the table and present the dessert menu 走到桌邊給客人呈菜牌。 check to ensure that the menus are clean and not torn 檢查確保菜牌是干凈的， 沒有破損 的。 open the individual menus when presenting it to the guests 當(dāng)給客人呈菜牌時(shí)，必須是打開的。 make presence felt by saying, “excuse me, sir / madam (use guest name if possible)“ 用親切及友好的態(tài)度對(duì)客人說： “打擾了，先生/女士。（如果可能 用姓名稱呼客人）。 present the menus to individual guests, starting from the ladies, followed by the gentlemen. the host is served last 把菜牌放到每一個(gè)客人的面前， 女 士優(yōu)先，然后是男士。主人最后。 everything we shows to guest must clean . 我們拿到客人面前的東西 都要是干凈的。 recognization . 認(rèn)知。 prepareed by: jimmy lei 起草人: approved by: james p. smith 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f&b 部門部門 :餐飲部餐飲部 job title: all staff 職務(wù)職務(wù) : 所所 有服務(wù)員有服務(wù)員 task no: 90 號(hào)碼號(hào)碼 : 90 task : how to upsell dessert 工作職責(zé)工作職責(zé) : 怎樣推銷甜品怎樣推銷甜品 equipment required: 所需設(shè)備所需設(shè)備 : what to do 內(nèi)容內(nèi)容 how to do it 程序程序 why 目的目的 1 upselling desserts by recommendation 用介紹的形式給客人推薦甜品。 2. to show the dessert / cheese trolley if there is one on display 如果有展示車的話，推到客人面前。 3. if guest is not ready, inform them that you will be back later to take their order 如果客人沒準(zhǔn)備好，告訴他們你一會(huì) 兒回回來給他們服務(wù)。 4. if guest is ready, take and repeat their orders - thank guest and leave the table 如果客人準(zhǔn)備好了，點(diǎn)單并重復(fù)，感 謝客人然后離開。 would you like to try it is the most popular in our restaurant“ 您要來一份它在我們餐廳是最受歡迎的。 “may i recommend / suggest / .“ “this is our house specialty 我能給您介紹/建議？這是我們酒店特制 的。 after upselling is done, do not persist if guest declines to have any desserts 當(dāng)客人不需要時(shí)我們不要繼續(xù)推薦。 proceed to ask if they would like to have any coffee / tea instead 繼續(xù)詢問客人是否需要咖啡/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 如果有展示車的話，在給客人菜牌前把車推 到客人面前。 selling by suggestion 用建議方式推銷產(chǎn)品。 dont let guest feel that we are pushing them. 不要讓客人感覺我們硬 在推銷。 prepareed by: jimmy lei 起草人: approved by: james p. smith 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f&b 部門部門 :餐飲部餐飲部 job title: all staff 職務(wù)職務(wù) : 所所 有服務(wù)員有服務(wù)員 task no: 91 號(hào)碼號(hào)碼 : 91 task : how to clean and dust chair 工作職責(zé)工作職責(zé) : 怎樣清潔椅子怎樣清潔椅子 equipment required: 所需設(shè)備所需設(shè)備 : what to do 內(nèi)容內(nèi)容 how to do it 程序程序 why 目的目的 obtain the duster from the side station 從邊臺(tái)上準(zhǔn)備抹布。 dust must be clean and presentable 抹布必須清潔。 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 從上到座位，特別注意到椅子縫隙， 框及座墊。 use a damp cloth to clean the wooden frame as there may be stains on it 用潮濕的抹布擦掉木框上的污漬。 push chair back to respect area 推回椅子。 easy for clean 方便清潔。 prepareed by: jimmy lei 起草人: approved by: james p. smith 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f&b 部門部門 :餐飲部餐飲部 job title: all staff 職務(wù)職務(wù) : 所所 有服務(wù)員有服務(wù)員 task no: 92 號(hào)碼號(hào)碼 : 92 task : how to handle enquiries over the phone 工作職責(zé)工作職責(zé) : 怎樣處理客人的電話問訊怎樣處理客人的電話問訊 equipment required: 所需設(shè)備所需設(shè)備 : what to do 內(nèi)容內(nèi)容 how to do it 程序程序 why 目的目的 listen to guest attentively 留心傾聽客人的講話內(nèi)容。 repeat guests request 重復(fù)客人的要求。 provide guest with the necessary information 給客人提供必要的信息。 ask guest if there were anything else you can help with 詢問客人是否有別的你可以幫忙的。 thank guest for calling 感謝客人的電話。 write down enquiries 做好記錄。 tone of voice must friendly, patient, and polite 聲音必須友好，耐心，禮貌。 use guests name if known 如果知道的話，要用客人的姓名。 if unsure ask for guests permission to check - say “please give me a minute to check sir / madam.“ 如果不確定，請(qǐng)求客人允許你查一下。 for reference 用于備查。 recognization . 認(rèn)知。 prepareed by: jimmy lei 起草人: approved by: james p. smith 批準(zhǔn)人: designation signature/ date 職位: 簽字/日期 designation signature/ date 職位: 簽字/日期 shangri-la hotel, hangzhou standard opeation procedure 杭州香格里拉飯店杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序 department: f&b 部門部門 :餐飲部餐飲部 job title: all staff 職務(wù)職務(wù) : 所所 有服務(wù)員有服務(wù)員 task no: 93 號(hào)碼號(hào)碼 : 93 task : how to inform guest of daily specials/promotional items 工作職責(zé)工作職責(zé) : 怎樣向客人介紹每日特介怎樣向客人介紹每日特介/促銷品種促銷品種 equipment required: 所需設(shè)備所需設(shè)備 : what to do 內(nèi)容內(nèi)容