五星級酒店餐飲部咖啡廳操作手冊sop

1、五星級酒店餐飲部咖啡廳操作手冊sop 五星級酒店餐飲部咖啡廳操作手冊介 紹Food and Beverage is a hugely diversified Department that has to cater to guests varied needs in a polite friendly and professional manner while at the same time striving for optimum profitability餐飲部是一個大部門它要在同一時間迎合客人在禮貌友好專業(yè)態(tài)度上的不同要求同時追求最佳的效益As the public becomes m

2、ore knowledgeable the demand upon the Food and Beverage Department to satisfy their needs becomes a greater challenge To meet this challenge we need to provide our guests with a quality of service and product that is second to none 當(dāng)相關(guān)政策被人們所廣泛熟悉的同時餐飲部在滿足客人的需求方面遇到的極大的挑戰(zhàn)為了迎接挑戰(zhàn)我們唯一能做的就是給我們的客人提供高質(zhì)量的服務(wù)和產(chǎn)

3、品To achieve this the Food and Beverage Department needs to set standards for quality of service and product 為了實現(xiàn)這一目標(biāo)餐飲部制定了一系列有關(guān)服務(wù)和產(chǎn)品的標(biāo)準(zhǔn)This manual has been structured in a user-friendly format Giving various job descriptions and job list with tasks and service standards relevant to that position這些準(zhǔn)則

4、有相當(dāng)友好的界面格式對不同的工作崗位進行了描述列出了每個崗位的工作職責(zé)以及相關(guān)了服務(wù)標(biāo)準(zhǔn)The main objective of EZ cafe is to contribute to the profitability of the Food Beverage Department as well as to maintain a standard of performance that is expected in the entertainment industryEZ咖啡廳的主要目標(biāo)是在給餐飲部盡可能創(chuàng)收的同時也要保持消費行業(yè)的服務(wù)水準(zhǔn)APPEARANCE AND GROOMING儀

5、容儀表OUR GOOD IMAGE BEGINS WITH YOU樹立良好形象As a staff of EZ cafe you play a vital role in shaping the public image and reputation of one of Shanghri-Las best restaurants作為EZ咖啡廳的一名員工你所樹立良好大眾形象及聲譽對于這一香格里拉大酒店最好的餐廳起著致關(guān)重要的作用Providing good service the kind of service that makes people want to return again and

6、 again entails much more than simply knowing your job The Hospitality Industry places special demands on personal qualities and conduct that few other industries require提供良好的服務(wù)這種服務(wù)能夠使顧客樂意再來而不是對你的工作只停留在簡單的表面認(rèn)識上比其他的行業(yè)酒店業(yè)對于個人的品德和操守的有特別的要求You have been employed for your specific job because we believe t

7、hat you possess special skills and qualities which will make you an asset to the company The following guidelines will assist you in achieving your personal presentation and grooming which will ensure that you project the professional image that our guests expect你現(xiàn)在所從事的是一項特別的工作因為我們相信你具有特殊的技能這也是你加入我們

8、公司的原因以下的這些規(guī)定將會幫助你實現(xiàn)個人儀容儀表的塑造以確保你能建立起客人所希望的形象IMAGE vs LOOKS形象和外表The EZ cafe image deals with two major aspects of an individualEZ咖啡廳的形象由兩個方面構(gòu)成Presentation - which entails appearance and grooming外表 - 包括外表和裝飾Conduct - which covers behavior attitude and etiquette操作 - 包括行為態(tài)度和禮儀Certain codes and guideline

9、s have been outlined in this manual to help you formulate your own way of responding to situations that arise while you are working這一手冊中已列出了相關(guān)的規(guī)則可以幫助你在應(yīng)對相應(yīng)的工作情況By following these guidelines and by bearing in mind at all times that our guest is the most important person you will be able to offer the

10、highest standard of service possible只有準(zhǔn)守這些準(zhǔn)則時刻把客人是最重要的牢記在心才能盡可能地為客人提供最高標(biāo)準(zhǔn)的服務(wù)You are an important image-maker This manual will help you believe in your own abilities to enable you to bring out the best in yourself in order to develop self-confidence Not only will you add incalculable value to our res

11、taurant moreover will enable you to build a rewarding career within the company你是致關(guān)重要形象樹立者這個手冊將讓你相信自己能把自己塑造到最好從而建立自信心這不僅能為酒店增加不可估量的價值而且能將對你在公司中的職業(yè)生涯大有益處PERSONAL APPEARANCE個人外表It is a fact of life that people form their first impression of others from their outward appearance as a member of the Hospi

12、tality Industry Initially physical appearance counts more than in most fields Employees in this industry work in highly visible jobs circulating amongst discerning guests作為酒店業(yè)的成員人們總是通過他人的外表來建立對別人的第一印象的外表在一開始要比任何許多方面都重要酒店行業(yè)的員工從事的是一種門面性的工作他的周圍有著許多帶有鑒賞眼光的客人A smartly dressed well-groomed employee who ha

13、s made the most of his physical appearance immediately sways our guests一個穿著得體儀表端莊的員工將會給客人留下很好的印象Slovenly or careless grooming outlandish or extreme hairstyle make-up and accessories will create a low-grade impression to our guests相反的外表懶散頭發(fā)不修邊幅不得體的化裝和首飾都將給我們的的客人留下不好的印象As an employee you are assigned

14、specific tasks and responsibilities In addition to these tasks you are an ambassador of goodwill You are expected to become competent in promoting good guest relations on certain levels作為一名員工除了肩負(fù)特有的責(zé)任和任務(wù)以外你還應(yīng)是一位親善大使具有提升和客人的良好關(guān)系的能力The following personal presentation code outlines the grooming standar

15、ds expected for all employees一下是針對所有員工的著裝準(zhǔn)則If any aspect of the personal presentation code seems incomprehensible to you do not hesitate to discuss them with your Department Head如果你對里面的任何方面有什么不理解的請不要猶豫可以和你的部門領(lǐng)導(dǎo)共同探討GROOMING著 裝All employees must observe the following所有的員工必須遵守以下規(guī)定Uniforms must be worn

16、on duty當(dāng)班的時候必須穿制服Staff may keep a set of uniforms in their lockers They are held responsible for taking care of the uniforms issued to them These are to returned to the Uniform Issuance Dept when they go on leave and should not be brought home 員工可以在自己的柜子里留一套制服必須妥善保管制服當(dāng)他們離崗時必須制服交還給制服保管部門而不能帶回家No badg

17、es ornamental buttons or jewelry and lavish accessories should be worn on the uniform unless issued by the company不能戴徽章裝飾性的紐扣首飾多余的配件必須放在公司制服里面PERSONAL HYGIENE個人衛(wèi)生Good personal hygiene habits must be observed at all times A daily shower is essential along with the use of an effective deodorant or ant

18、i-per spirantOral hygiene is also essential Your programme should include regular brushing and flossing of teeth and use of a mouthwash or breath mints before or during your shift口腔衛(wèi)生也很重要你必須有規(guī)律地刷牙在當(dāng)班前或是當(dāng)班過程中使用漱口水或是口氣薄荷噴霧劑SKIN皮膚A clear complexion is important If you have acne dry skin or other skin d

19、isorders seek advice from a skin care consultant Other conditions such as cold sores impetigo and tinesa are not only unsightly they can be contagious If you suspect that you have a skin disorder consult our Medical Department immediately有干凈的肌膚很重要如果你有痤瘡皮膚干燥或是其他肌膚問題要去咨詢皮膚顧問尋求解決有些狀況如感冒瘡膿皰病不僅不好看而且會傳染如果

20、你懷疑你有皮膚問題請到我們的醫(yī)藥部門查詢UNIFORMED MALE EMPLOYEES穿制服的男員工HairMust be neat and tidy at all times The style should be contemporary but never extreme Hair length must not extend past the bottom of the earlobe collar or eyebrows必須時刻保持干凈整潔發(fā)型可以是時尚的但不能過于夸張頭發(fā)的長度不能過耳垂及領(lǐng)口留海不能過眉毛Sideburns are acceptable provided the

21、 length does not exceed past the bottom of the earlobe and the style is not extreme胡子的長度不能過耳垂造型不能太夸張要讓人能夠接受Extreme styles such as shaved scalps rat tails and dreadlocks are not permissible所有古怪的造型如理光頭留小辮子或長發(fā)綹都是不允許的Styling gels and hair tonics may be used to ensure that hair ends remain in place發(fā)膠及護發(fā)素

22、不要使用太多Your hair colour should look natural If highlights or colourings are used they should enhance your hair subtly and naturally Extreme fashion colours are not allowed頭發(fā)的顏色看上去要自然如果挑染或是染發(fā)要讓你的頭發(fā)看上去自然細(xì)致夸張的顏色是不允許的Wigs and hairpieces are permitted provided they meet the above requirements如果假發(fā)及假眉毛符合以上的

23、標(biāo)準(zhǔn)是允許使用的Facial Hair面部的清潔A well-shaven face is essential Beards are acceptable if kept neat and well trimmed Beards should be grown in your own time Two or three day growth is prohibited有清潔的面部很重要胡須如果能修剪平整是允許的根據(jù)個人的情況對胡須進行修剪一般不能超出兩到三天Moustaches are also acceptable but must conform to the standards list

24、ed below留鬢角必須符合以下的標(biāo)準(zhǔn)Neatly trimmed and clipped修剪平整No narrower than 12 mm寬度不小于12毫米The horizontal width and downward drop may not extend more than 12mm beyond the corners of the mouth離嘴角四周不能少于12毫米Fingernails手指甲Must be clean and neatly trimmed at all times手指甲要隨時保持干凈修剪平整Scent體味Cologne or after-shave if

25、used should be subtle It should not clash with your deodorant soap or talc可以使用一些古龍香水或是須后水這不和你所使用的除臭劑香皂或是滑石粉相沖突Jewelry 首飾No earrings are permitted If a necklace is worn it must be kept inside the shirt A single bracelet and dress ring either silver or gold may be worn不允許帶耳環(huán)如果有戴項鏈必須把它藏在襯衫的里面只能佩帶一只手鐲或戒

26、指A dress watch if worn must be subtle in design Watch faces may be no larger than 30mm in diameter and preferred colours are black gold silver or white如果佩帶手表表面直徑不能大于30毫米最好選用黑色金色銀色或是白色Spectacles眼鏡Framed styles must be subtle and should compliment your own natural facial features Extreme fashion style

27、d glasses is not acceptable If your doctor prescribes dark glasses they may be worn provided that the eyes can still be seen眼鏡的邊框要符合個人的臉型不能佩帶造型過于夸張的眼鏡如果你的醫(yī)生囑咐你要佩帶墨鏡必須確保你的眼睛還能該看清東西Shoes鞋子Comfortable and supportive shoes must be worn at all times Staff shoes must conform to the dress codes dictated by

28、 their respective department Shoes must be cleaned and polished regularly穿舒適平穩(wěn)的鞋子員工鞋必須符合所屬部門的制服號碼鞋子要經(jīng)常清潔擦拭Belts腰帶If your trousers have belt loops a plain belt may be worn The belts colour should closely match your trousers and be no wider than 40mm Oversized or ornamental buckles are not permissible

29、Undergarments襯衣Undergarments are to be worn at all times A singlet or undershirt is permitted Flesh or white colours are recommended Coloured or motif undershirts must be visibly wornUNIFORMED FEMALE EMPLOYEES穿制服的女員工Hair頭發(fā)Hair must be neat and tidy at all times The style should contemporary but neve

30、r extreme If you are wearing long hair tie it and bond it during hours of duty Your hair should not block your vision or cover your identification badge頭發(fā)必須時刻保持干凈整潔發(fā)型可以時尚但不能過于古怪如果你留長發(fā)必須在當(dāng)班的時候把頭發(fā)扎起來頭發(fā)不能遮住你的視線或是你的工作牌Extreme styles such as shaven scalps rat tails twines beads and exaggerated teasing ar

31、e not acceptable造型古怪的發(fā)型如光頭留小辮子扎兩個辮子麻花辮或任何怪異的梳法都不允許Styling gels or hair sprays are recommended to ensure that hair ends stay in place不要使用過量的發(fā)膠及噴霧劑Your hair colour should look natural If highlights or colouring are used they should enhance your hair subtly and naturally Extreme fashion colours or reve

32、aling dark roots are not permitted Hair colour treatment if theres any should be maintained as often as necessary頭發(fā)的顏色要自然如果挑染或是全染要讓你的頭發(fā)看起來自然精美過于夸張的的顏色或是現(xiàn)出頭根的黑色都是不允許的如果有染顏色要及時的補色讓顏色保持一致Wigs and hairpieces are permissible provided they meet the above requirements假發(fā)及假眉毛如果符合以上的條件可以使用All accessories such

33、 as pins combs or elastic bands should match the colour of your hair while ribbons or bows should coordinate with the colour of your uniform所有的飾物如別針頭梳及牛皮筋都要和你頭發(fā)的顏色協(xié)調(diào)頭上稠帶的顏色要和你制服的顏色協(xié)調(diào)Fingernails手指甲Must be clean and neatly trimmed at all times Nail polish is not compulsory Should you choose to wear na

34、il polish the colour should be pale or translucentMake-up化妝Wearing make-up is a must From both presentation and skin protection point of view a basic make-up should include blush or rouge lipstick eye shadow and mascara必須化妝從外表及保護皮膚的角度出發(fā)基本的化妝包括胭脂口紅眼影和眉毛膏Always apply only light make-up to enhance your

35、 own natural features and skin complexion Ensure that you make the most of your appearance at all times只要化能夠體現(xiàn)你個人自然氣質(zhì)及保護皮膚的淡妝就可以了確保時刻體現(xiàn)自己就完美的一面Scent體味Perfume or cologne f used should be subtle It should not clash with your deodorant soap or talcJewelry首飾Only one pair of subtle-designed earrings may

36、be sported of which the length and width are no more than 20mm in diameter Earrings worn on the nose are unacceptableA necklace if worn is restricted to a single strand either gold silver or pearl Any pendant or drop in the chain must be no more than 20mm in length or width and the design should be

37、faint如果佩帶項鏈只能有一條可以是金的銀的或是珍珠項鏈項鏈的墜子長度和寬度不能超過20毫米設(shè)計要簡單A single dress ring or bracelet on each hand may be worn provided that the designs are delicate either gold or silver每只手只能戴一個戒指和一個手鐲必須設(shè)計精美銀的或是金的A dress watch if worn must be subtle in design Watch faces may be no larger than 20mm in diameter and pr

38、eferred colours are black gold silver or white如果佩帶手表手表的設(shè)計必須精美表面的直徑不能超過20毫米顏色最好是黑色金色銀色或是白色Spectacles 眼鏡Framed styles must be subtle and should compliment your own natural facial features Extreme fashion styled glasses is not acceptable If your doctor prescribes dark glasses they may be worn provided

39、that the eyes can still be seen眼鏡的邊框要符合個人的臉型不能佩帶造型過于夸張的眼鏡如果你的醫(yī)生囑咐你要佩帶墨鏡必須確保你的眼睛還能該看清東西Shoes 鞋子Comfortable and supportive shoes with a minimum heel of 25mm must be worn at all times Staff shoes must conform to the dress code dictated by their respective department Shoes must be clean and polished reg

40、ularly鞋子必須要舒適鞋跟最少要25毫米員工鞋必須符合所屬部門的制服號碼鞋子要經(jīng)常清潔擦拭Stockings Pantyhose 襪子Stockings or pantyhose must be worn at all times Natural colours are preferable patterns or thick-ribbed styles are not permissible必須穿襪子最好是自然的的顏色有印花的襪子不能穿Undergarments襯衣Flesh coloured undergarments must be worn underneath sheer blo

41、uses and dresses at all times裙子里面必須穿肉色的襯衣CONDUCT AND ATTITUDE 行為和態(tài)度CONDUCT 行為Being presentable and well groomed is only a part of the total image we project to our guests How you react to our guests the manner in which your provide service and treat guests provide the TOTAL image儀容儀表只是我們給客人印象的一部分禮貌會

42、給客人提供的服務(wù)中留下深刻的印象The manner in which we offer service to a guest should be as you would treat them in your own home offering assistance if and when required對待客人的要求應(yīng)象在你家里一樣禮貌的對待Remember to always to give courteous knowledgeable and friendly service From the moment the guest arrives it is up to you to

43、establish a positive relationship for doing business satisfying their needs making them feel comfortable relaxed looked after and welcomed thus building his desire to return記住總是提供禮貌專業(yè)和友善的服務(wù)To be successful in our industry you require a positive attitude Make the most of the things you do be enthusia

44、stic get involved and share it with your guests your department and colleagues要積極的態(tài)度去工作才可以取得成功熱情的投入工作將棘手的問題與你的客人部門和同事一起討論You are valuable and are a vital part of our operation with much to contribute Believe in your own abilities do things to the best of your capacity and make others and yourself fe

45、el good你是我們工作中必不可少的一員相信自己的能力把工作做到讓自己和別人都滿意The right attitude can move mountains the wrong attitude destroys everything and leads to total failure Remember this put it into practice and you are a WINNER正確的態(tài)度可以將大山移走錯誤的態(tài)度可以破壞任何事物并領(lǐng)引失敗 記住它 將它放入練習(xí)你將會是一個勝利者ATTITUDEYour attitude is the key to your success

46、and happiness It is also the guide to the success of our operation Attitude is your mental position with regard to how you view facts and situations你的態(tài)度是你的成功和快樂的關(guān)鍵它也是通向成功的指南態(tài)度是你如何看事實和情形的智力定位Your attitude towards a guest or colleague influences your behavior You cannot always camouflage how you feel

47、你對客人或同事的態(tài)度會影響你的行為你不能總是偽裝你的感覺Your attitude determines the level of your job satisfaction你的態(tài)度決定你工作滿意度的標(biāo)準(zhǔn)Your attitude affects everyone that you come into contact with in person or by telephone你的態(tài)度影響你直接或電話接觸的每一個人Your attitude is not only reflected by your tone of voice but also by the way you stand or

48、sit your facial expressions and in general body language你的態(tài)度不但從你的音調(diào)和聲音而且從你的站姿和坐姿面部表情和肢體語言反映出來Your attitude is not fixed the attitude you choose to display is really up to you你的態(tài)度不是固定的-你所表現(xiàn)出的態(tài)度由你的自己決定THE PLEASE CONCEPT 愉快的概念PPositive 積極的The way you stand walk and look throughout the restaurant will c

49、onvey an image to our guests You need to ensure that it is a positive and attentive effort to cater to their needs and desires你穿過餐廳時你的站姿行走和面部表情都會傳達(dá)一種信息給客人你需要確保它們是積極的并努力的迎合客人的要求LLook and Listen 看和聽By being alert and attentive to our guests needs and wants by showing pride in your work and workplace y

50、ou reflect professionalism and effectiveness警惕和專心留意客人的需要來表現(xiàn)你引以為豪的工作和工作場所從而反映出你的專業(yè)和效力EExpression 表情Facial expressions convey a wealth of meaning to our guests It can depict your moods and feelings面部表情反映出對客人的態(tài)度他可以反映出你的心情和感覺AAppearance 外貌Pride in your personal and environmental appearance creates a pos

51、itive perception to our guests要以你自己和周圍的環(huán)境引以為豪給客人一積極的感覺SSmile微笑A smile signifies friendliness and approachability which creates a positive feeling to our guests微笑意味著友善給客人一積極的感覺EEnthusiasm 熱情If a guest can sense your lack of eagerness to perform a task or service they require they will establish a poo

52、r perception of YOU and the COMPANY as a whole如果客人感覺到你缺乏熱情去完成他們的要求和服務(wù)他們將會對你和你的公司留下不好的印象THE TEN COMMANDMENTS OF HUMAN RELATIONS人事關(guān)系的十大戒律Speak to people 和人講話There is nothing more pleasant than a cheerful word of greeting沒有比愉快的問候更讓人高興Smile to people 對人微笑It takes 72 muscles to frown and only 14 to smile

53、微笑只用14塊肌肉而皺眉要用72塊肌肉Address people by their name 用名字稱呼別人A person prefers to be addressed by his name for a more personal approach人們喜歡被人用名字稱呼Be friendly and helpful 要友善和有幫助Treat others in the manner you wish to be treated要用你需要被對待的態(tài)度去對待別人Be cordial 要熱情Speak and act as if everything you do is of genuine

54、 pleasure說和做要像你做的每一件事是真正的快樂Be genuinely interested in people 真正關(guān)心別人You can like anybody if you make the effort 如果你努力你可以喜歡每一個人Be considerate with the feelings of others 要考慮到他人的感受People do have emotions which demands due respect 人們確實有要求應(yīng)得的尊敬Be generous with praise 要懂得贊美Be cautious with criticism 謹(jǐn)慎的批評

55、Be alert to give excellent service 警惕的提供優(yōu)質(zhì)服務(wù)What counts most is what we can do for others 可以計量的是我可以為別人作什麼Keep your sense of humor 保持你的幽默感Always try to see the humorous side of a bad situation壞的情形下要試著去看幽默的一面COURTESY 禮貌COURTESY IS VERY IMPORTANT禮貌是非常重要的Courtesy consists of three things 禮貌有以下3點組成Attitu

56、de 態(tài)度Words 話語Behavior 行為舉止Remember these words that we were taught as children 象教小孩子一樣來記住下面的詞Please 請Thank you 謝謝May I 可以嗎Excuse me I am sorry 打擾一下 對不起I am glad to 非常榮興The guests as well as our colleagues pay attention to our behavior that is why要注意自己的言行舉止Be clean at all times 要保持清潔Smell good your b

57、reath and body 口氣和身體無異味Do not leave food on the table or on the floor after eating 用完餐后不要遺留食品在桌子或地板上Clean up after yourself and others 整理干凈你自己和別人的Help others in any way you can 盡量去幫助別人Introduce yourself to new employees 向新員工介紹自己Look at others in the eye when talking 談話時要有目光交流Use the name of another p