杭州香格里拉飯店餐飲部標(biāo)準(zhǔn)操作程序

STANDARD OPERATION PROCEDURES 標(biāo)準(zhǔn)操作程序 FOOD & BEVERAGE 餐飲 部 SHANGRI-LA HOTEL, HANGZHOU STANDARD OPEATION PROCEDURE 杭州香格里拉飯店 標(biāo)準(zhǔn)操作程序 DEPARTMENT: F&B 部門(mén) :餐飲部 JOB TITLE: All staff 職務(wù) : 所 有服務(wù)員 TASK NO: 01 號(hào)碼 : 01 TASK : How to clear soiled dishes 工作職責(zé) : 怎樣 清潔臟盤(pán)子 EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 內(nèi)容 HOW TO DO IT 程序 WHY 目的 Approach guest table Ask for the permission to remove the dish from the table Remove the dishes Discreetly leave the table Observe guest after he has finished the food Say : excuse me, sir/ madam , may I clear your Remove the soiled dishes from the right hand side of the guest Ensure that is done quietly and neatly . Practice the 3 s , this is : scrape, separate , stack. * Do not try to clear too many dishes at one time , go a second and third time if necessary . * Do not clear more than 3 plates at a time Inform guest that we will serve him / her Approach from right side of guest , present your right leg forward and slightly bend For the safety and less breakage 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 標(biāo)準(zhǔn)操作程序 DEPARTMENT: F&B 部門(mén) :餐飲部 JOB TITLE: All staff 職務(wù) : 所 有服務(wù)員 TASK NO: 02 號(hào)碼 : 02 TASK : How to clear and reset table 工作職責(zé) : 怎樣 清潔及重新擺臺(tái) EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 內(nèi)容 HOW TO DO IT 程序 WHY 目的 Approach guest table Stack the dishes Clear the table After guest leaves approach guest table with tray Hold the tray with left hand and clear with the free hand Stack the soiled dishes neatly on the tray to maximize the space * Do not over stack clear the napkin first , followed by the glasses the plates * Go 2 to 3 times if it is not possible to clear every thing at once . * If you use table cloth in the restaurant , complete bare table top should never be shown in point of guest or during operation To prevent accidents and breakage 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 標(biāo)準(zhǔn)操作程序 DEPARTMENT: F&B 部門(mén) :餐飲部 JOB TITLE: All staff 職務(wù) : 所 有服務(wù)員 TASK NO: 03 號(hào)碼 : 03 TASK : How to present bills 工作職責(zé) : 怎樣 給客人呈帳單 EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 內(nèi)容 HOW TO DO IT 程序 WHY 目的 When guest ask for the bill Print the bill Place the bill in a bill folder Approach guest table Give the bill to guest Answer with a smile and note the table number Print the check and check the table number , and the number of pax is correct Say : excuse me, sir / madam , open the bill folder in front of guest , allow the time to check . Paying by cash: Receive money from guest then post to infrasys machine Paying by credit card : Run credit card through EDC to get the authority number, let guest confirm and sign the bill compare the signature on the bill with the signature on the card Signing to room : Give the bill to guest and ask to sign name , room number after he confirms . enter to infrasy after check the bill The first copy of the bill and receipt must be given back to guest . If the guest pays by credit card, we should keep the original signature give the copy to the guest after signing 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 標(biāo)準(zhǔn)操作程序 DEPARTMENT: F&B 部門(mén) :餐飲部 JOB TITLE: All staff 職務(wù) : 所 有服務(wù)員 TASK NO: 04 號(hào)碼 : 04 TASK : How to polish glass ware 工作職責(zé) : 怎樣 擦杯子 EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 內(nèi)容 HOW TO DO IT 程序 WHY 目的 1 Prepare glass cloth 2. wet the glass ware 3. Prepare polish the glass ware 4. repeat the process necessary Hold the base of the glass and cover with glass cloth Place the glass above the surface of steaming hot water allowing condensation to form Hold the glass 1 inch above the hot watr and ensure vapour covers the whole of the inner glass Gently and carefully push the cloth into glass Using the 3 middle fingers and thumb outside. Hold the glass under the light above eye level and check for any stains , film, cracks and chips Only get wet can clean the glass To check the glass if clean or not 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 標(biāo)準(zhǔn)操作程序 DEPARTMENT: F&B 部門(mén) :餐飲部 JOB TITLE: All staff 職務(wù) : 所 有服務(wù)員 TASK NO: 05 號(hào)碼 : 05 TASK : How to hold plate 工作職責(zé) : 怎樣拿盤(pán)子 EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 內(nèi)容 HOW TO DO IT 程序 WHY 目的 Check personal hygiene Pick up plate Ensure hands are clean Fingernails are neat Single plate : Held between the thumb over the ege and the first two fingers of the left hand under rim. Two plates: First held as above, second held by third and little finger under rim & supported on top of wrist & forearm. Three plates: First in single plate grip, second held under first & supported by second , third and little fingers.third plate supported by the edge of the second plate, top of wrist & forearm. Extra support canbe given to third plate by the little finger. Hygiene 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 標(biāo)準(zhǔn)操作程序 DEPARTMENT: F&B 部門(mén) :餐飲部 JOB TITLE: All staff 職務(wù) : 所 有服務(wù)員 TASK NO: 06 號(hào)碼 : 06 TASK : How to balance large food tray 工作職責(zé) : 怎樣 拿食品托盤(pán) EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 內(nèi)容 HOW TO DO IT 程序 WHY 目的 Place tray Load tray Pick up tray Place tray on proper counter or tray stand Heavy items on the side of tray resting on shoulder Maximize space by stacking similar flatware utilize as under liners eg. Saucers of soup cups. Pull out tray slightly using right hand Place left hand under center of tray Spread fingers as wide as possible without any strain or discomfort Lift tray too waist level , with right hand assisting the balance Raise tray to shoulder level Turn body to rest right rear end of tray on left shoulder For the safety and balance Save space and for avoiding breakage 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 標(biāo)準(zhǔn)操作程序 DEPARTMENT: F&B 部門(mén) :餐飲部 JOB TITLE: All staff 職務(wù) : 所 有服務(wù)員 TASK NO: 07 號(hào)碼 : 07 TASK : How to balance beverage round tray 工作職責(zé) : 怎樣 拿酒水托盤(pán) EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 內(nèi)容 HOW TO DO IT 程序 WHY 目的 Pick up the tray Carry tray Balance tray Pick up items to place in tray Move towards table Slide tray from counter onto left hand Left hand , fingers slightly arched Spread fingers as wide as possible without any strain And discomfort Place center of tray on palm of left hand Heavy items in the center Taller items to be placed on the outer edge of tray at position 6:009:00 Always maximize space by grouping items where possible * all cutlery on a portion of tray comfortably away from body close to body to reduce load and for safety For the balance For the balance 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 標(biāo)準(zhǔn)操作程序 DEPARTMENT: F&B 部門(mén) :餐飲部 JOB TITLE: All staff 職務(wù) : 所 有服務(wù)員 TASK NO: 08 號(hào)碼 : 08 TASK : How to handle wrong order 工作職責(zé) : 怎樣 處理點(diǎn)錯(cuò)單 EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 內(nèi)容 HOW TO DO IT 程序 WHY 目的 Approach guest table 走到客人桌前 Pick up items from the guest 把菜從客人的桌子上撤下來(lái) Serve guest 服務(wù)客人 Say ； excuse me, sir/ madam. May I help you? 說(shuō)：“打擾了，先生 /女士，我可以幫您嗎？ Listen carefully and attentively to the complain 認(rèn)真誠(chéng)懇地傾聽(tīng)客人的意見(jiàn)。 Say : Im sorry about it , we will have it changed 說(shuō)：“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(shuō)：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 標(biāo)準(zhǔn)操作程序 DEPARTMENT: F&B 部門(mén) :餐飲部 JOB TITLE: All staff 職務(wù) : 所 有服務(wù)員 TASK NO: 09 號(hào)碼 : 09 TASK : How to present food 工作職責(zé) : 怎樣 服務(wù)食品 EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 內(nèi)容 HOW TO DO IT 程序 WHY 目的 Prepare round tray 準(zhǔn)備圓托盤(pán) Pick up food 拿食品 Move to guest table 走到客人桌前 Serve to guest 給客人服 務(wù) To ensure the tray is clean and dry with Shangri.la paper 保證托盤(pán)是干凈的，干燥的，并有香格里拉墊紙。 When food is ready , check the presentation of the food at pantry area 當(dāng)食品做好后，在出菜口檢查菜的出品。 Carry the tray by left hand 用左手拿托盤(pán)。 Brisk walking pace 精神飽滿。 Correct table No. 正確的桌號(hào)。 Serve from right ( where possible) （有可能的話）從右面給客人服務(wù)。 Approach from right , extend forward right leg 從右面接近，右腳前邁一小步。 Say : excuse me, sir/ madam , this is your ( the name of the food ) . enjoy it please 說(shuō)：“打擾了，先生 /女士，這是您的 （告訴客人菜名），請(qǐng)慢用。 Leave with smile 微笑離開(kāi)。 To ensure the plate is clean and no impurity in the food 保證盤(pán)子是干凈的，食品沒(méi)有雜質(zhì)。 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 標(biāo)準(zhǔn)操作程序 DEPARTMENT: F&B 部門(mén) :餐飲部 JOB TITLE: All staff 職務(wù) : 所 有服務(wù)員 TASK NO: 10 號(hào)碼 : 10 TASK : How to handle guest complain 工作職責(zé) : 怎樣 處理客人投訴 EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 內(nèi)容 HOW TO DO IT 程序 WHY 目的 Approach guest table and introduce yourself 走到客人桌前介紹自己 Take guest aside if possible 如果可能的話，把客人帶到邊上 Listen to the guest 傾聽(tīng) Apologize 道歉 Show concern / service recovery Take immediate action 補(bǔ)救，馬上行動(dòng) Greet guest by the name if possible . Say : good morning/ afternoon/ evening sir/ madam , my name is 如果知道 客人的姓名用姓名稱呼他：“早上好 /下午好 /晚上好 先生 /女士。我叫 ” Take guest to the office , somewhere quite or the closed section of the outlet 把客人帶到辦公室或離餐廳較近的安靜的地方。 Do not interrupt guest while he is taking .Listen attentively， Show empathy 當(dāng)客人說(shuō)話的時(shí)候不要打斷他，認(rèn)真傾聽(tīng)，表示出你的關(guān)心。 Say : I deeply regret that this has happened 說(shuō)：“非常抱歉發(fā)生種事情。 Say : thank you for bring this to our attention . 說(shuō)：“謝謝你們告訴我這件事。 Follow up promptly on the cause of action ， Notify supervisor immediately 即刻行動(dòng)，并馬上通知主管。 Let guest release steam 讓客人消氣 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 標(biāo)準(zhǔn)操作程序 DEPARTMENT: F&B 部門(mén) :餐飲部 JOB TITLE: All staff 職務(wù) : 所 有服務(wù)員 TASK NO: 11 號(hào)碼 : 11 TASK : How to check guest satisfaction 工作職責(zé) : 怎樣 檢查客人是否滿意 EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 內(nèi)容 HOW TO DO IT 程序 WHY 目的 Approach guest table 接近客人的桌子 Listen to guest reply 等待客人回答 Respond to guest 回答客人 Two minutes after guest has finished or when clearing the main course 當(dāng)客人用完餐或收走主盤(pán)后。 Say : excuse me , sir/ madam , how is your meal ? With warm smile 微笑著問(wèn)客人：“打擾了，先生 /女士，您吃得還好嗎？ Attentively with eye contact ， Show interest 目光接觸，讓客人知道你很關(guān)注。 If positive answer : 如果是積極地回答： Thank you for your compliments sir/ madam, I will point it out to the chef 謝謝您的表?yè)P(yáng)，先生 /女士，我會(huì)轉(zhuǎn)達(dá)給廚師。 If negative answer : 如果是負(fù)面的回答： Apologize and thank the guest for their comments Refer the comments to your supervisor immediately 向客人道歉并感謝客人的建議，馬上通知你的主管。 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 標(biāo)準(zhǔn)操作程序 DEPARTMENT: F&B 部門(mén) :餐飲部 JOB TITLE: All staff 職務(wù) : 所 有服務(wù)員 TASK NO: 12 號(hào)碼 : 12 How to serve tea ( tea leaves) 怎樣服務(wù)茶（茶葉） EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 內(nèi)容 HOW TO DO IT 程序 WHY 目的 Select tray and equipment 挑選托盤(pán)及用具 Prepare hot tea 準(zhǔn)備熱茶 Get ready to serve 準(zhǔn)備好服務(wù) Serve hot tea 服務(wù)熱茶 Ensure tray is clean and dry 保證托盤(pán)是干凈及干燥的。 Ensure chinaware are not chip, no stains and in good condition 保證餐具是沒(méi)有破損，污物。 Place tea leaves in pot , one tea spoon for one serving , 2 tea spoon for 2-4 serving 在壺里準(zhǔn)備茶葉，一茶勺服務(wù)一位，兩茶勺服務(wù)2-4位。 Place tea pot under the hot water dispenser till it reaches 3/4 full 把茶壺放到熱水器下注入熱 水到茶壺的 3/4。 Side of cup are clean , ear of coffee cup at 3:00 position 茶壺周邊干凈，壺把在 3： 00 的位置。 Serve ladies first , serve from the right ( where possible) 女士?jī)?yōu)先，從右面服務(wù)（如果可能的話） Put the tea cup on the right if guest is having dessert , put in the middle if only have hot tea 如果客人正面有果盤(pán)的話，把茶杯放在右面；如果客人只點(diǎn)茶水，放在中間。 Say : excuse me , sir/ madam , pour content into the cup slowly and carefully till it reaches 2/3 of cup Then put the tea pot in the center of the table 說(shuō)：“打擾了，先生 /女士。”把茶小心，慢慢地倒入約茶杯的 2/3,然后把茶壺放在桌子中間。 Hygiene 衛(wèi)生 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 標(biāo)準(zhǔn)操作程序 DEPARTMENT: F&B 部門(mén) :餐飲部 JOB TITLE: All staff 職務(wù) : 所 有服務(wù)員 TASK NO: 13 號(hào)碼 : 13 TASK : Where should dessert spoon & fork be when set up western table 工作職責(zé) : 當(dāng)擺西餐臺(tái)子時(shí)， 甜品叉及甜品勺應(yīng)放在哪 EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 內(nèi)容 HOW TO DO IT 程序 WHY 目的 Prepare dessert fork and spoon 準(zhǔn)備甜品叉及甜品勺 Set table 擺臺(tái) Set the dessert fork and spoon across between the space of the dinner fork and knife 把甜品刀，叉 ,交叉放在主刀，主叉的中間。 The dessert fork should be placed at the top and above dessert spoon , handle point to the left 甜品叉應(yīng)放在甜品勺的上面，把朝左。 The dessert spoon should be placed under the dessert fork, handle point to the right 甜品勺 應(yīng)放在甜品叉的下面 , 把朝右。 * The dessert fork and spoon must keep parallel situation 甜品叉，甜品勺必需保持平行。 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 標(biāo)準(zhǔn)操作程序 DEPARTMENT: F&B 部門(mén) :餐飲部 JOB TITLE: All staff 職務(wù) : 所 有服務(wù)員 TASK NO: 14 號(hào) 碼 : 14 TASK : How to serve tea ( tea bag ) 工作職責(zé) : 怎樣 服務(wù)茶（袋茶） EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 內(nèi)容 HOW TO DO IT 程序 WHY 目的 Select tray and equipment 挑選托盤(pán)及用具 Prepare sugar and milk 準(zhǔn)備糖及牛奶 Prepare hot tea 準(zhǔn)備熱茶 Get ready to serve 準(zhǔn)備好服務(wù) Serve hot tea 服務(wù)熱茶 Ensure tray is clean and dry 保證托盤(pán)是干凈及干燥的。 Ensure chinaware are not chip , no stains and in good condition 保證餐具沒(méi)有破損，污物。 Ensure sugar bowl has sweeter , brown and white sugar , ensure milk jug is 3/4 full with warm milk. 保證糖缸有健怡糖，黃糖，白糖，保證奶缸有 3/4熱奶。 Place tea bag in pot ( one per serving , over one person 2 bags) 在壺里準(zhǔn)備茶袋（一袋服務(wù)一人超過(guò)一個(gè)人 2袋） Place tea pot under hot water dispenser till