酒店宴會廳培訓手冊

1、Welcome to Banquet宴會廳歡迎您Training Manual培訓手冊The Buddy System伙伴制度The Buddy system has been set in place to work in with the Banquet Training Manual (BQTTM). The Buddy will be roistered the same shifts as the new employee and liaise with the shift leader as to how they progress.這個伙伴體系是與宴會廳的員工手冊相配套的，伙伴會

2、和新員工一起工作，并把新員工的學 習進程匯報給上級領導。Responsibility of a buddy is to make sure the new employee understands procedures of Banquet and how to follow standards set in place as outlined in the BQTTM.對于一個伙伴的責任來說，是要確保新員工明白宴會廳的操作程序并能按照宴會廳的培訓手 冊中的大綱規(guī)定的標準實際操作。The outcome of this training manual will ensure that the

3、new employee is competent in all areas of the department. A clear understanding will be established firstly, of Back of House procedures before they venture into service. This will create a professional and positive outlook by all.這個培訓手冊的目的是確保新員工能勝任部門的所有工作。員工實際服務之前會很清楚的了 解餐廳的程序，這將給大家創(chuàng)造一個專業(yè)的、積極的工作環(huán)境。

4、Your Buddy is你的伙伴是Manual Outline手冊目錄Job Description工作職責Savvy Service聰明服務Basic Knowledge for New Employees宴會廳新員工需掌握的基本知識*Western Service西餐服務Menu & Description自助餐菜單知識Table Top Setting, Station Set up and Pantry Set up桌面擺臺，整理邊柜和備餐間Service Procedure服務程序*Chinese Service中餐服務Menu & Description中餐菜單知識Table T

5、op Setting, Station Set up and Pantry Set up桌面擺臺，整理邊柜和備餐間Service Procedure服務程序*Meeting and Coffee Break Service會議服務Varieties of meeting set up各種會議的臺型Service Sequence for Meeting會議服務程序Banquet Tables宴會桌子Mi en place for coffee break咖啡臺布置所需餐具Beverage飲料單Beverage List 飲料單Job Description工作職責SUMMARY OF POSI

6、TIONS:職責說明To provide 5 Star hospitality food and beverage service, throughout the Banquet, maximizing guest s experience, using Savvy Service.運用聰明服務計劃來體現(xiàn)五星級的餐飲服務，使客人能在宴會廳得到最佳的感受。SCOPE大綱To ensure guest satisfaction by providing excellent food and beverage service, in a friendly, competent and profess

7、ional manner. Promoting a fun work environment and being a team player. The employee will also have a chance to multi- skill in other F&B outlets.優(yōu)秀的餐飲服務必須具備友善、自信與專業(yè)的水準從而向客人提供滿意的服務。創(chuàng)造愉快的 工作環(huán)境，融入集體并成為集體的一員，員工也可以有機會去餐飲部其他部門學習更多的技Upon completion of training, the employees will be empowered to resolve g

8、uest sissues, in accordance with the Renaissance standards, before approaching the Shift Leader for assistance.完成培訓后，即使在沒有領導的協(xié)助下，也能運用萬麗酒店的服務標準來解決客人的問題。 OBJECTIVES AND ACOUNTABILITY:目標與重要事宜Learning and following Standards and Specification s of the outlets/bar.學習并運用餐廳和酒吧的基本知識。Providing feedback to Sh

9、ift Leader on ways of enhancing service delivery and service process.向領班提供反饋從而來提高服務水準。A major objective of this position will be to achieve a level to be empoweredto handle special requests from outlet guests.本職位的一項主要任務是運用所學的知識和所負擔的職責處理客人的特殊要求。 SUPERVISION EXERCISED:NoneSUPERVISION RECEIVED:Report d

10、irectly to F&B Attendant Grade 2 and the Shift Leader直接向二級服務員和領班匯報。RESPONSIBILITY AND AUTHORITY責任和授權(quán)Demonstrate Renaissance Standards at all times to guests and fellow employees.每時每刻都要對客人和同事表現(xiàn)出萬麗酒店服務標準。Become familiar with Restaurant/Bar Standards and Procedures and follow them accordingly.逐步熟悉餐廳/酒吧

11、的服務標準和程序，并且依照那些標準操作。Knowledge of individual menu items including basic ingredients and method of preparation.掌握菜單中每一道菜的知識，包括基本原料和制作方法。Basic Food & Beverage terminology.掌握餐飲的專用詞語。Knowledge of Food & Beverage equipment.掌握餐飲器具。Knowledge of Food and Beverage items and prices.掌握食品和飲料品種和價格。Knowledge of Se

12、tting up of tables to the specified standards, for different meal periods.掌握不同時間段的桌面擺放布置。Attend and comprehend information discussed during briefing sessions.開會時，參加并且領會所討論的內(nèi)容。Maintain proper grooming in accordance with the Employee Handbook.遵守員工手冊中儀表儀容的規(guī)定。Serve Food & Beverage in a friendly and prof

13、essional manner.用友善和專業(yè)的態(tài)度服務客人。Wear appropriate uniforms for the area, as supplied by the hotel.工作時，穿著酒店制服。 I IWear appropriate footwear as specified in the employee handbook.工作時，穿著酒店工作鞋。Be familiar with service facilities in the hotel. Including names of other restaurant bars and banquet rooms in th

14、e hotel.熟悉酒店內(nèi)的設施，包括其它餐廳酒吧和宴會廳名字。Be aware of any special events in the hotel.能夠知道酒店特別事件。Endeavor to remember guest s names and address them by their surname. 盡可能地記住客人名字，并且用他們的姓來稱呼。Prepare mis- en- place for all meal periods 為每一餐準備所需餐具，器皿，刀叉等用具。Report any guest feedback to the supervisor on duty.向當班主管

15、匯報客人的反饋意見。Ensure that work area is clean at all times.在每時每刻都要保持工作區(qū)域的清潔。Ensure careful handling of equipment and linen as well as following S&P s for linen exchange要確保用具和布草交接工作的準確性。PREFERED KNOWLEDGE/QUALIFIATIONS:員工資力/條作High School Certificate高中學歷Tourism School Certificate旅游學校學歷Working knowledge of

16、English Fluency in English will be a definite advantage與工作相關的英語知識-英語會話流利者優(yōu)先。F&B Service experience preferred but not essential最好有餐飲服務經(jīng)驗。Banquet Basic Knowledge for New Employees宴會廳新員工所需掌握的基本知識Location of Grand Ballroom, Ballroom I, Ballroom II, Pre function Area, BanquetBar, Banquet Stewarding, Banq

17、uet Store, Meeting Room1 - 10 and Business Center.宴會廳，宴會廳走廊，宴會洗碗問，宴會廳倉庫，會議室 1-10,商務中心Location of Toilet near to Ballroom and meeting roomsL離宴會廳和會議室較近的衛(wèi)生問Telephone No. of hotel酒店電話號碼Time Sheet for sign in & sign out , Duty Roster簽到簽出表，排班表F&B Organization Chart餐飲部組織結(jié)構(gòu)圖Name of his/her colleges同事英文名字Loc

18、ation of Wan Li Chinese restaurant, Chinese kitchen, Western kitchen, Banquet, Stewarding, Lobby Lounge, , Renaissance Brasserie, 中餐廳，中廚房，西廚房，宴會廳，管事部，大堂吧，西餐廳的方位Understand the security responsibilities of Banquet and Location of Fire-Proofing Doors了解宴會廳的安全責任及防火門所處的位置。Know the opening time of each out

19、let in F&B了解餐飲部其它部門的營業(yè)時間Food & Beverage Equipment餐飲用具Chinaware:瓷器Ashtray 煙缸B/B Plate 面包盤Coffee Cup咖啡杯Coffee Saucer 咖啡底盤Creamer Jug 奶缸Dessert Plate 甜品盤Dinner Plate 主食盤Espresso Cup意式特濃咖啡杯Espresso Saucer意式特濃咖啡底盤Salt & Pepper Shaker 鹽與胡椒瓶Soup Bowl 湯碗Sugar Bowl 糖缸Toothpick Holder 牙簽盅Cereal Bowl 麥片碗Butter

20、 Dish 黃油Sauce Boat 汁盅Tea Pot茶壺Hollowware:不銹鋼用具Coffee Decanter 玻璃咖啡壺Coffee Pot 咖啡壺Coffee Urn咖啡爐Ice Bucket 冰桶Water Pitcher 冰水桶Wine Bucket w/stand 冰酒桶Wine Craft 酒籃Flatware: 餐具Appetizer Knife 頭盤刀B/B Knife 面包刀Cake Knife蛋糕刀Cake Server 蛋糕鏟Demitasse Spoon意式特濃咖啡勺Dessert Fork 甜品叉Dessert Spoon 甜品勺Dinner Spoon

21、主菜勺Main Fork主菜叉Main Knife 主菜刀Serving Fork 服務叉 11IServing Spoon 服務勺Serving Tong 服務夾Soup Ladle 湯勺Soup Spoon 湯匙Steak Knife 牛排刀Tea Spoon 茶匙Glassware:玻璃用具Champagne Flute 香檳杯Hi-Ball Glass 長飲杯Old Fashion 老式杯Red Wine Glass 紅酒杯Sherry Glass 雪莉杯Tumbler 烈口杯Water Goblet 水杯White Wine Glass 白酒杯歡迎閱讀Juice Glass 果汁杯M

22、eeting Floor Plan會議臺型布置：Theatre style （Picture Attached）劇院式布置：（附圖）Apply to lecture meeting （Normally most participants）適用于講座式會議（人數(shù)較多）；LCP and Screen will be required for presentation提供投影，屏幕以供演示使用；Flexible set up, Makethe best of space and be easy to add or reduce number of seats. 特點：布置較靈活，充分利用空間，可隨時

23、增加（減少）與會人數(shù)；Ice water station and coffee station will be required.需要設置冰水臺和咖啡臺Classroom Style （Picture Attached）教室式布置：（附圖）Apply to the meeting that participants have to make note.適用與會者需作筆錄的講座式會議；LCP and Screen will be required for presentation提供投影，屏幕以供演示使用；The set-up take a lot of space and participan

24、ts are limited.占用空間較多，人數(shù)受限制；Generally, Head table will be required to set up.一般要設主席臺；Ice water, mints, pencil, paper will be set on the table.提供冰水，薄荷糖；鉛筆和紙Theatre style and Classroom style can be mixed.與前者劇院式布置可結(jié)合使用； U Shape （Picture Attached）U字式布置：（附圖）Apply to small seminar or lecture.適用小型研討會或講座；No

25、rmally, Low plant are required to put in center ofU or if not, lecturer canwalk freely in center of U中間空間較大，放置植物或者讓講師自由走動；Limited participants人數(shù)受限制。LCP and Screen will be required for presentation提供投影，屏幕以供演示使用；Ice water, mints, pencil, paper will be set on the table.提供冰水，薄荷糖；鉛筆和紙Hollow Square （Pictu

26、re Attached ）“回”字式布置：（附圖）Setup of Hollow Square is similar to U shape, but participants can be seated around the table.基本布置同 U字型，四周均坐人；Plants will be required to place in the center.中間空間較大，布置植物裝飾；LCP and Screen will not be required generally.一般不用投影，屏幕等設備；Ice water, mints, pencil, paper will be set o

27、n the table.提供冰水，薄荷糖；鉛筆和紙Board Table （Pictured Attached）長桌式布置：（附圖）Apply to small meeting that participants are below 20.適用于20人以下的小型會議；LCP can be placed on the meeting table.投影設備可直接放置在臺上；Participants can be seated around table when LCP is not available.不用投影設備時可四周坐人；Flower is required on the center of

28、 table.中間可放置花裝飾；Ice water, mints, pencil, paper will be set on the table.提供冰水，薄荷糖；鉛筆和紙Cabaret Table小圓桌式布置：（附圖）Apply to training that there are fewer participants.適用與人數(shù)較少的培訓講座；Easily change set up相對靈活，改動方便；It incarnate the vibrant atmosphere and pay attention to participation of attendee體現(xiàn)培訓活躍氣氛，注重與會

29、人員的參與；More Flip Chart will be required.一般提供較多夾紙板；Ice water, mints, pencil, paper will be set on the table.提供冰水，薄荷糖；鉛筆和紙Others Style （Picture Attached）其他形式布置：（附圖）*1iFish Bone is basically same to classroom style.魚骨式布置；基本同教室式布置；Double U shape雙 U字式布置；Meeting Service Sequence會議服務流程：Pre-meeting Preparati

30、ons會議前準備工作：Open the meeting room half an hour before meeting starts提前半小時以上打開會議室；Check the room temperature, lights and airiness.檢查會議室溫度，燈光以及通風狀況。Notify Engineer Department to adjust air-condition or lights.通知工程部（空調(diào)，燈光）；Prepare the ice water準備冰水；Check the microphone, power and other AV equipments.會前檢

31、查麥克風，電源等A.V設備；Test AV equipments.AV設備的調(diào)試；Know organizer s name.了解會議組織者的名字;Communicate with meeting organizer to realize whole meeting course.與會議組織者溝通，了解會議進程；Know the time and place of guests dining after meeting.了解客人會議結(jié)束后的用餐地點和時間。Read the BEO sheet to know the way of payment and total expense of thi

32、s meeting. 看一下宴會與訂單，了解付款方式以及本次會議的所有費用。Check the coffee break station and reconfirm the start-time of coffee break with organizer.檢查茶歇臺的布置，和會議組織者確定茶歇時間；.一；Welcome the meeting participants at entrance of room.在會場門口等待會議開始；In the meeting.會議進行中：Adjust the lights when guests do the presentation.手動燈光的調(diào)節(jié)(特別

33、是使用投影時的燈光)；Help the guests to pass the microphone during the Q&A向與會者及時提供麥克風服務；Provide the Fax and Copy Service.提供傳真和復印服務Resolve the emergency correctly during the meeting.正確處理會議中的突發(fā)事件：Lights, Microphone and AV equipments Problems:燈光，麥克風及AV設備問題：Dial 8127 and inform AV Engineer to adjust.撥打分機8127,通知AV

34、工程師調(diào)節(jié)。Air-Condition problems空調(diào)問題：Dial 8104 and inform Duty Engineer to adjust.撥打分機8104,通知值班工程師調(diào)節(jié)。Noise Problems :噪音問題：Find where the noise is made, ask the relevant people to stop or inform relevant department.確認是那里發(fā)出的噪音，告知相關人員立即停止操作，或通知相關部門。Some problems you can t resolve.:一些你無法解決的問題：Asks your mana

35、ger, shift leader or senior staff to help you to resolve.告知你的經(jīng)理，領班或老練員工幫助你解決。Meeting Refreshment:會議中場休息再準備工作：Change water goblet and refill the ice water.水杯和冰水的再準備；Clean the table.清理會場桌面；Refill the mints, paper, pencil or flipchart paper etc.補充薄荷糖；補充會議用品，紙，筆等Clean the coffee break station and refill

36、 the milk, sugar, coffee beans, water etc.清理補充茶歇臺，補充牛奶，糖，咖啡豆，水等。Check AV equipment and change the battery for microphone.檢查A.V和士山風電源，即使更換電池.Lead guests to restaurant where their meal has been reserved.客人如果在酒店別的餐廳用餐，應及時為客人帶路；Check the meeting room floor, and inform PA to clean if it is dirty.如果發(fā)現(xiàn)會議室地

37、面不清潔及時通知客房部公共衛(wèi)生前來打掃；Bill Settlement會議帳單：Print the bill according to the BEO sheet.根據(jù)會議要求表及時打好賬單；Check the bill if it is correct.檢查是否有誤；Check if there is telephone fee.檢查是否會議有電話費用；When the meeting is over, ask the organizer to sign the bill.會議結(jié)束后，及時找會議組織者簽字或者結(jié)賬；及時跟進；If there is something wrong on the

38、 bill, notify shift leader or manager to help you. 如果結(jié)賬時有問題及時通知領班或者經(jīng)理幫助處理。After organizer signing, close the bill quickly on the MICROSnachine. (If pay cash, lead the organizer to Front Office to settle the bill.)會議組織者簽字后，及時轉(zhuǎn)入結(jié)賬賬號；(如果是現(xiàn)金及時去3樓總臺結(jié)賬)First copy of bill will be placed in Banquet Office,

39、Second copy will be given to 11IFront Office or Catering Coordinator, and Third copy will be left in In-Room Dining. 將結(jié)賬完的賬單第一聯(lián)放在辦公室，第二聯(lián)給酒店會議接待或者前臺，第三聯(lián)留在客房送餐 部；，Reset the meeting room for second day meeting會議結(jié)束再準備工作：After wash and wipe the water goblet, reset on the table.清洗擦干水背后，將水杯重新設于桌上。Water pit

40、chers shall be cleaned, and keep them into the pantry cabinet.冰水壺清洗收入邊柜；Clean the meeting table.清理會議桌面；Refill Mints, pepper, pencil etc.完全補充薄荷糖，紙,筆等；Clean the coffee break station, and refill coffee beans and sugar.清理并補充茶歇臺；Switch off the AV equipment.關閉A.V設備電源；Keep the Microphone and precious AV eq

41、uipment into cabinet.收好麥克風，及貴重A.V設備進邊柜鎖好；Check if there is something guests left, help to keep and leave the message to next shift.檢查是否有客人遺留物品，幫助收好，并在留言本上留言；Shut down the air- condition and lights; lock the door of meeting room.關閉空調(diào)，燈光并鎖好門；Cleaning of Function Rooms會議結(jié)束清場工作：Clean up the water goblet

42、 and water pitcher.收齊水杯，冰水壺；Clean the meeting tables and collect mints and meeting articles that wecan use again. 清理桌面，收齊薄荷糖及尚能用的會議用品；Send the dirty coffee cups to stewarding.收齊茶歇用品給管事部；Notify AV engineer to collect the AV equipments and microphone.通知印電工程師收A.V設備及麥克風；Inform Duty Engineer to switch of

43、f air-condition.通知工程部關閉空調(diào)等；collect IBM table cover and chair cover.收齊桌套，椅套；Send the banquet table to banquet store.必要時將會議桌裝車收入倉庫；Collect all extensive line and adaptor to store收齊電源插口及拖線板入倉庫；Check the meeting room facilities and see if there is any breakage on the carpet.檢查會場設備，地面是否有破損；Beer啤酒Beck s貝克

44、Budweiser 百威 |Carlsberg 嘉士伯Tiger虎牌Asahi朝日Premium特級啤酒Corona墨西哥克羅娜Guinness健力士黑啤Heineken 喜力Steinlager 世好Draft生啤Fosters 富士達Domestic國產(chǎn)啤酒Tsing Tao 青島Non Alcohol Beer 低酒精啤酒Miller Sharp s 美樂清啤Soft Drinks & Mineral Water軟飲對泉水Chilled Bottled Juices (Apple, Tomato, Orange, Pineapple, Grapefruit)冰凍桶裝果汁(蘋果汁，番茄汁，

45、橙汁，菠蘿汁，西柚汁)Freshly Squeezed Juices (Orange, Carrot, Water Melon)鮮榨果汁(橙汁，胡蘿卜汁，西瓜汁)Soft Drinks (Coca Cola/Diet Coke, Sprite, Fanta, Ginger Ale, Tonic Water, Soda Water) 軟飲料(可樂，雪碧，芬達，干姜水，湯力水，蘇打水)Domestic Mineral Water (Lao Shan)國產(chǎn)礦泉水(嶗山)Imported Mineral Water (Evian, Perrier, San Pellegrino, Watson s D

46、istilled Water)進口礦泉水(依云，巴黎，圣培露，屈臣氏蒸儲水)Coconut Milk 椰奶Oolong Tea烏龍茶TeaHerbal & Aromatic Teas (Mint, Jasmine, Earl Grey, English Breakfast, Camomile, GinsengTea)香料茶(薄荷茶，茉莉花茶，豪門伯爵茶，英式早餐茶，甘菊茶，人參茶 )Chinese Green Tea (Long Jing, Bi Luo Chun , Mao Fen)中國綠茶(龍井，碧螺春，毛峰)Coffee咖啡Freshly Brewed Coffee現(xiàn)煮咖啡Espress

47、o意式特濃咖啡Cappuccino奶沫咖啡Latte伴奶咖啡Vienna Coffee j - 忌廉咖啡Service Procedure (all beverages):服務程序(所有飲料)：* Beverages are to be delivered to the guest within three minutes of the order being taken.*客人點單后三分鐘內(nèi)上飲料Use a non-slip beverage tray to carry all beverages用防滑的托盤服務飲料Load the beverage using correct proced

48、ures用正確的程序裝飲料Carry the beverage tray in the left hand, using waist high method to perfectionand deliver drinks用左手托飲料，以腰的高度為標準。Always serve ladies first with beverages服務飲料時以女士優(yōu)先Announce each beverages as it is served在服務時，要報每一種飲料的名字Hold glasses by the base, never by the rim拿杯子時要拿杯子底部不要拿杯口Always have a

49、 secure hold on glassware and trays when serving服務時要以安全的方法拿杯子或托盤Opening Wine & Champagne Bottles開葡萄酒和香檳酒*All wine bottles should be opened in front of the guests, without spilling or damaging the wine.*所有的葡萄酒瓶在客人桌前開啟，不要濺灑和破壞酒瓶。Present the wine to the guest and announce the brand and style of the win

50、e客人桌前示酒，說出酒的名字和葡萄酒類型。On approval from the guest, the wine should be opened using the following procedures用以下的程序開酒All wine should be opened in the vicinity of the table, in full view of the guest. White wine and champagne can be opened with the assistance of the ice bucket, a tray on a tray jack can

51、be used to assist with the opening of bottles of red wine所有的酒在客人桌子附近，在客人的視線范圍內(nèi)。白葡萄酒和香檳放在冰桶內(nèi)，托盤架上放 上托盤以有利于開酒。Table Wines:Cut hard against the rim below the lip of the bottles to neatly trim the seal.Remove the upper part of the seal and put into your bucket割去酒蓋下方的封條，放入冰桶Wipe away any accumulated moul

52、d using the inner fold of the service cloth. This should be done automatically even if no mould exists用折疊的口布把積聚的木屑擦掉，即使沒有木屑產(chǎn)生，這個動作也要自動的完成。Insert the point of the corkscrew into the cork, not in the center, twisting in a clockwise direction, guiding the corkscrew to ensure it is driven straight throu

53、gh the center of the cork把開瓶器轉(zhuǎn)入瓶塞，順時針方向旋轉(zhuǎn)，引導開瓶器確保它筆直的通過瓶塞的中央。The corkscrew must not penetrate through the cork but should be screwed far enough to ensure a firm grip on the whole neck of the cork開瓶器不能刺透瓶塞，但要足夠的進去，確使瓶塞能牢固的吸住整個瓶頸。Fit the lever in to the lip bottle把杠桿其撬物放瓶口的邊緣。Use the lever gently remo

54、ves the cork. The cork must be pulled straight out用開瓶器的把手取出木塞，木塞必須筆直取出。Whenalmost removed, grip the cork in your hand, gently pulling it from the bottle, so that is does not pop當木塞快要全部取出時，用手拿住木塞，輕輕拔出，以防有“ POP的聲音。Remove the cork from the corkscrew and offer it to the guest for inspection將木塞從螺旋釘上轉(zhuǎn)下，請客

55、人鑒定酒的品質(zhì)。Clean the neck of the bottle using a different inner fold of the service cloth用口布的內(nèi)側(cè)清潔瓶頸。Look into the neck of the bottle and remove any crumbs of cork using spiral of the waiter s friends用螺旋釘把瓶頸內(nèi)側(cè)黏附的木屑取出。Coffee Making & Service 咖啡的制作與服務Coffee Making 咖啡的制作 Normal Coffee:普通的咖啡：Using coffee cu

56、p.用咖啡杯。Press the coffee button.按咖啡的按扭。Decaffeinated Coffee:低因咖啡：Using coffee cup.用咖啡杯。Put a spoon full of decaffeinated powder using the correct measurement into the coffee machine. 用正確的量匙將低因咖啡粉放 入咖啡機。Press water button.按水的按扭。Cappuccino:卡普契挪：Using coffee cup. 用咖啡杯。Press the cappuccino button.按卡普契錯的按

57、扭。Heat milk by steamer in a separate pot until it is hot and foam forms. 用蒸汽管將牛奶加熱制產(chǎn)生泡沫。Scoop milk foam into the coffee; pour a little of the hot milk into the cup to fill the cup. 將泡沫放入咖啡；倒入少許的熱牛奶以讓杯 加滿。Sprinkle on top with cocoa powder.撒可可粉。Cafe Latte (Caf e au lait):伴奶咖啡Using coffee mug.用帶柄的咖啡杯Combine 1/2 of hot