錦龍賓館工作指導(dǎo)手冊【完整版】

1、餐飲部各崗位工作細(xì)則：一、餐廳部行政主管職責(zé)：負(fù)責(zé)餐廳部員工技能、服務(wù)、日常工作管理。工作職責(zé)：1、 指導(dǎo)完成餐廳日常經(jīng)營工作，檢查員工的出勤狀況，檢查員工個(gè)人儀表及個(gè)人衛(wèi)生、制服、頭發(fā)、指甲、鞋子是否符合要求；2、 負(fù)責(zé)餐廳的清潔衛(wèi)生工作，保持環(huán)境衛(wèi)生，負(fù)責(zé)餐廳美化工作，抓好餐具、用具的清潔及消毒；3、 檢查餐廳擺臺標(biāo)準(zhǔn)、所需物品，確保工作效率4、 及時(shí)檢查餐廳設(shè)備的情況，建立物資管理制度，做好維護(hù)保養(yǎng)的工作，并做好餐廳安全和防火工作；5、 控制餐廳低值易耗品成本，抓好成本核算、節(jié)能控制，加強(qiáng)物品原材料的管理，降低費(fèi)用，增加盈利6、 重視屬下員工培訓(xùn)工作，定期組織員工學(xué)習(xí)服務(wù)技巧和技能工作程

2、序1）每日班前檢查服務(wù)員的儀表、儀容；2）了解當(dāng)時(shí)用餐人數(shù)及要求，合理安排餐廳服務(wù)人員的工作，督促服務(wù)員做好清潔衛(wèi)生和餐、酒具的準(zhǔn)備工作；4）隨時(shí)注意餐廳就人員動態(tài)和服務(wù)情況，要在現(xiàn)場進(jìn)行指揮，遇有v.i.p客人或舉行重要會議，要認(rèn)真檢查餐前工作和餐桌擺放是否符合標(biāo)準(zhǔn)，并要親自上臺服務(wù)，以確保服務(wù)的高水準(zhǔn)；5）加強(qiáng)與客人的溝通，了解客人對飯菜的意見，與公關(guān)銷售員加強(qiáng)合作，了解客人檔案情況，妥善處理客人的投訴，并及時(shí)向中餐經(jīng)理反映；6）定期檢查設(shè)施和清點(diǎn)餐具，制定使用保潔制度，有問題及時(shí)向餐廳經(jīng)理匯報(bào)；7）注意服務(wù)員的表現(xiàn)，隨時(shí)糾正他們在服務(wù)中的失誤、偏差，做好工作記錄，作為評選每月最佳員工的依

3、據(jù)；8）負(fù)責(zé)組織領(lǐng)班、服務(wù)員參加各種培訓(xùn)、競賽不斷提高自身和屬下的服務(wù)水平；9）如有vip客人要親臨現(xiàn)場服務(wù)；10）積極完成經(jīng)理交派的其它任務(wù)。1、 負(fù)責(zé)餐廳的衛(wèi)生監(jiān)督情況。2、 負(fù)責(zé)員工的儀容儀表檢查與監(jiān)督。3、 負(fù)責(zé)物料的管理。4、 負(fù)責(zé)消防器材的管理。5、 負(fù)責(zé)員工的調(diào)動與工作安排。6、 負(fù)責(zé)技能禮儀的管理與培訓(xùn)。7、 負(fù)責(zé)員工的組織紀(jì)律的管理與監(jiān)督。8、 做好自己的工作總結(jié)。9、 匯總員工的各項(xiàng)數(shù)字報(bào)表。10、 對一次性用品的管理與監(jiān)督。工作程序：1、 按時(shí)參與班前會點(diǎn)名。2、 利用班會強(qiáng)調(diào)糾正不良行為，表揚(yáng)先進(jìn)人物事跡，布置當(dāng)班的工作安排，公布打卡情況和衛(wèi)生和衛(wèi)生情況。3、 結(jié)合前廳

4、了解餐廳情況和客人特殊要求。4、 監(jiān)督餐前的服務(wù)質(zhì)量。5、 餐中結(jié)合服務(wù)員了解客人需求盡量滿足客人要求。6、 就餐快要結(jié)束時(shí)進(jìn)房間打卡、了解客人對菜品意見及建議。如有菜品質(zhì)量問題及時(shí)反映改玲與后廚主管。7、 監(jiān)督餐廳收尾工作。工作目標(biāo)：1、 做好員工的工作。2、 一樓迎賓員一定要按正規(guī)的姿態(tài)把客人帶到房間。3、 房間服務(wù)員要面帶微笑服務(wù)好每一位客人。4、 服務(wù)員在房間做到三輕、四勤、五聲、六靜。5、 所有員工見到客人和公司領(lǐng)導(dǎo)要點(diǎn)頭問好。6、 讓每位客人來到錦龍不忘錦龍、高興而來滿意而歸。7、 要求員工經(jīng)常學(xué)習(xí)五字經(jīng)、七字語。8、 衛(wèi)生按照餐廳房間衛(wèi)生管理七字語、5s現(xiàn)場管理辦法要求與擺放要求

5、每天做到自檢。9、 使服務(wù)衛(wèi)生質(zhì)量更上一個(gè)新臺階。實(shí)施辦法：1、 了解員工的思想動態(tài)，主動與員工交談溝通。2、 不斷在一二樓傳菜部巡查，看到不規(guī)范行為立即指導(dǎo)并糾正。3、 對一些違反了規(guī)章制度的員工有教育、有批評、有關(guān)心愛護(hù)、獎(jiǎng)優(yōu)罰劣。4、 關(guān)心好新員工、監(jiān)督好老員工。5、 抽出時(shí)間培訓(xùn)員工的服務(wù)技能。6、 衛(wèi)生方面：班組長輪流檢查、我監(jiān)督落實(shí)衛(wèi)生情況。7、 班前會公布打卡情況和衛(wèi)生情況，讓每位員工知道自己的服務(wù)質(zhì)量和檢查的衛(wèi)生處數(shù)。夸獎(jiǎng)先進(jìn)、鞭策落后。8、 不定期的在班前會貫徹強(qiáng)調(diào)節(jié)能降耗意識。日常做好監(jiān)督、發(fā)現(xiàn)有浪費(fèi)現(xiàn)象先教育、如屢次不改的進(jìn)行罰款。9、 每周三檢查消防器材，周四質(zhì)量報(bào)告上

6、報(bào)檢查情況。目前工作重心：1、 首先應(yīng)充實(shí)人員、以免形成惡意循環(huán)。2、 提高班組長的責(zé)任心，讓其起到模范帶頭作用。3、 在服務(wù)方面嚴(yán)格要求服務(wù)員要服務(wù)好每位客人，因?yàn)樵谖覀冞@里最珍貴的是賓客，賓客的光臨是我們最大的榮幸。我們永遠(yuǎn)要微笑著面對他們，因?yàn)樗麄?、我們的企業(yè)才能獲得生機(jī)，讓每位員工知道我們是錦龍的一員、我們的言行代表錦龍的形象，我自愿和大家共同創(chuàng)造錦龍美好的明天。employment tribunals sort out disagreements between employers and employees.you may need to make a claim to an em

7、ployment tribunal if: you dont agree with the disciplinary action your employer has taken against you your employer dismisses you and you think that you have been dismissed unfairly.for more information about dismissal and unfair dismissal, seedismissal.you can make a claim to an employment tribunal

8、, even if you haventappealedagainst the disciplinary action your employer has taken against you. however, if you win your case, the tribunal may reduce any compensation awarded to you as a result of your failure to appeal.remember that in most cases you must make an application to an employment trib

9、unal within three months of the date when the event you are complaining about happened. if your application is received after this time limit, the tribunal will not usually accept it.if you are worried about how the time limits apply to you, take advice from one of the organisations listed underfurt

10、her help.employment tribunals are less formal than some other courts, but it is still a legal process and you will need to give evidence under an oath or affirmation.most people find making a claim to an employment tribunal challenging. if you are thinking about making a claim to an employment tribu

11、nal, you should get help straight away from one of the organisations listed underfurther help.if you are being represented by a solicitor at the tribunal, they may ask you to sign an agreement where you pay their fee out of your compensation if you win the case. this is known as adamages-based agree

12、ment. in england and wales, your solicitor cant charge you more than 35% of your compensation if you win the case.if you are thinking about signing up for a damages-based agreement, you should make sure youre clear about the terms of the agreement. it might be best to get advice from an experienced

13、adviser, for example, at a citizens advice bureau. to find your nearest cab, including those that give advice by e-mail, click onnearest cab.for more information about making a claim to an employment tribunal, seeemployment tribunals.the (lack of) air up there watch mcayman islands-based webb, the h

14、ead of fifas anti-racism taskforce, is in london for the football associations 150th anniversary celebrations and will attend citys premier league match at chelsea on sunday.i am going to be at the match tomorrow and i have asked to meet yaya toure, he told bbc sport.for me its about how he felt and

15、 i would like to speak to him first to find out what his experience was.uefa hasopened disciplinary proceedings against cskafor the racist behaviour of their fans duringcitys 2-1 win.michel platini, president of european footballs governing body, has also ordered an immediate investigation into the

16、referees actions.cska said they were surprised and disappointed by toures complaint. in a statement the russian side added: we found no racist insults from fans of cska.age has reached the end of the beginning of a word. may be guilty in his seems to passing a lot of different life became the appear

17、ance of the same day; may be back in the past, to oneself the paranoid weird belief disillusionment, these days, my mind has been very messy, in my mind constantly. always feel oneself should go to do something, or write something. twenty years of life trajectory deeply shallow, suddenly feel someth

18、ing, do it.一字開頭的年齡已經(jīng)到了尾聲?；蛟S是愧疚于自己似乎把轉(zhuǎn)瞬即逝的很多個(gè)不同的日子過成了同一天的樣子；或許是追溯過去，對自己那些近乎偏執(zhí)的怪異信念的醒悟，這些天以來，思緒一直很凌亂，在腦海中不斷糾纏。總覺得自己自己似乎應(yīng)該去做點(diǎn)什么，或者寫點(diǎn)什么。二十年的人生軌跡深深淺淺，突然就感覺到有些事情，非做不可了。the end of our life, and can meet many things really do?而窮盡我們的一生，又能遇到多少事情是真正地非做不可？during my childhood, think lucky money and new clothes a

19、re necessary for new year, but as the advance of the age, will be more and more found that those things are optional; junior high school, thought to have a crush on just means that the real growth, but over the past three years later, his writing of alumni in peace, suddenly found that isnt really g

20、row up, it seems is not so important; then in high school, think dont want to give vent to out your inner voice can be in the high school children of the feelings in a period, but was eventually infarction when graduation party in the throat, later again stood on the pitch he has sweat profusely, lo

21、oked at his thrown a basketball hoops, suddenly found himself has already cant remember his appearance.童年時(shí)，覺得壓歲錢和新衣服是過年必備，但是隨著年齡的推進(jìn)，會越來越發(fā)現(xiàn)，那些東西根本就可有可無；初中時(shí)，以為要有一場暗戀才意味著真正的成長，但三年過去后，自己心平氣和的寫同學(xué)錄的時(shí)候，突然就發(fā)現(xiàn)是不是真正的成長了，好像并沒有那么重要了；然后到了高中，覺得非要吐露出自己的心聲才能為高中生涯里的懵懂情愫劃上一個(gè)句點(diǎn)，但畢業(yè)晚會的時(shí)候最終還是被梗塞在了咽喉，后來再次站在他曾經(jīng)揮汗如雨的球場，看著他

22、投過籃球的球框時(shí)，突然間發(fā)現(xiàn)自己已經(jīng)想不起他的容顏。originally, this world, can produce a chemical reaction to an event, in addition to resolutely, have to do, and time.原來，這個(gè)世界上，對某個(gè)事件能產(chǎn)生化學(xué)反應(yīng)的，除了非做不可的堅(jiān)決，還有，時(shí)間。a persons time, your ideas are always special to clear. want, want, line is clear, as if nothing could shake his. also

23、 once seemed to be determined to do something, but more often is he backed out at last. dislike his cowardice, finally found that there are a lot of love, there are a lot of miss, like shadow really have been doomed. those who do, just green years oneself give oneself an arm injection, or is a self-

24、righteous spiritual.一個(gè)人的時(shí)候，自己的想法總是特別地清晰。想要的，不想要的，界限明確，好像沒有什么可以撼動自己。也曾經(jīng)好像已經(jīng)下定了決心去做某件事，但更多的時(shí)候是最后又打起了退堂鼓。嫌惡過自己的怯懦，最終卻發(fā)現(xiàn)有很多緣分，有很多錯(cuò)過，好像冥冥之中真的已經(jīng)注定。那些曾經(jīng)所謂的非做不可，只是青蔥年華里自己給自己注射的一支強(qiáng)心劑，或者說，是自以為是的精神寄托罷了。at the moment, the sky is dark, the air is fresh factor after just rained. suddenly thought of blue plaid shi

25、rt; those were broken into various shapes of stationery; from the corner at the beginning of deep friendship; have declared the end of the encounter that havent start planning. those years, those days of do, finally, like youth, will end in our life.此刻，天空是陰暗的，空氣里有著剛下過雨之后的清新因子。突然想到那件藍(lán)格子襯衫；那些被折成各種各樣形狀

26、的信紙；那段從街角深巷伊始的友誼；還有那場還沒有開始就宣告了終結(jié)的邂逅計(jì)劃那些年那些天的非做不可，終于和青春一樣，都將在我們的人生中謝幕。baumgartner the disappointing news: mission aborted. r plays an important role in this mission. starting at the ground, conditions have to be very calm - winds less than 2 mph, with no precipitation or humidity and limited cloud co

27、ver. the balloon, with capsule attached, will move through the lower level of the atmosphere (the troposphere) where our day-to-day weather lives. it will climb higher than the tip of mount everest (5.5 miles/8.85 kilometers), drifting even higher than the cruising altitude of commercial airliners (

28、5.6 miles/9.17 kilometers) and into the stratosphere. as he crosses the boundary layer (called the tropopause),e can expect a lot of turbulence.the supersonic descent could happen as early as sunda.the weathethe balloon will slowly drift to the edge of space at 120,000 feet ( then, i would assume, h

29、e will slowly step out onto something resembling an olympic diving platform.below, the earth becomes the concrete bottom of a swimming pool that he wants to land on, but not too hard. still, hell be traveling fast, so despite the distance, it will not be like diving into the deep end of a pool. it will be like he is diving into the shallow end. skydiver pr