星級(jí)酒店餐飲部咖啡廳操作手冊(cè)

PAGE94PAGEPAGE94咖啡廳操作手冊(cè)介紹FoodandBeverageisahugelydiversifiedDepartmentthathastocatertoguestsvariedneedsinapolite,friendlyandprofessionalmannerwhileatthesametimestrivingforoptimumprofitability.餐飲部是一個(gè)大部門(mén)，它要在同一時(shí)間迎合客人在禮貌、友好、專(zhuān)業(yè)態(tài)度上的不同要求。同時(shí)追求最佳的效益。AsthepublicbecomesmoreknowledgeablethedemandupontheFoodandBeverageDepartmenttosatisfytheirneedsbecomesagreaterchallenge.Tomeetthischallengeweneedtoprovideourguestswithaqualityofserviceandproductthatissecondtonone.當(dāng)相關(guān)政策被人們所廣泛熟悉的同時(shí)，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)品。ToachievethistheFoodandBeverageDepartmentneedstosetstandardsforqualityofserviceandproduct.為了實(shí)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)。Thismanualhasbeenstructuredinauser-friendlyformat.Givingvariousjobdescriptionsandjoblistwithtasksandservicestandardsrelevanttothatposition.這些準(zhǔn)則有相當(dāng)友好的界面格式。對(duì)不同的工作崗位進(jìn)行了描述，列出了每個(gè)崗位的工作職責(zé)以及相關(guān)了服務(wù)標(biāo)準(zhǔn)。ThemainobjectiveofEZcafeistocontributetotheprofitabilityoftheFood&BeverageDepartmentaswellastomaintainastandardofperformancethatisexpectedintheentertainmentindustry.EZ咖啡廳的主要目標(biāo)是在給餐飲部盡可能創(chuàng)收的同時(shí)，也要保持消費(fèi)行業(yè)的服務(wù)水準(zhǔn)。APPEARANCEANDGROOMING儀容儀表OURGOODIMAGEBEGINSWITHYOU樹(shù)立良好形象Asastaffofcafe,youplayavitalroleinshapingthepublicimageandreputationofoneofShanghri-La’sbestrestaurants.作為咖啡廳的一名員工，你所樹(shù)立良好大眾形象及聲譽(yù)對(duì)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。Providinggoodservice,thekindofservicethatmakespeoplewanttoreturnagainandagain,entailsmuchmorethansimplyknowingyourjob.TheHospitalityIndustryplacesspecialdemandsonpersonalqualitiesandconduct,thatfewotherindustriesrequire.提供良好的服務(wù)。這種服務(wù)能夠使顧客樂(lè)意再來(lái)，而不是對(duì)你的工作只停留在簡(jiǎn)單的表面認(rèn)識(shí)上。比其他的行業(yè)，酒店業(yè)對(duì)于個(gè)人的品德和操守的有特別的要求。Youhavebeenemployedforyourspecificjobbecausewebelievethatyoupossessspecialskillsandqualities,whichwillmakeyouanassettothecompany.Thefollowingguidelineswillassistyouinachievingyourpersonalpresentationandgrooming,whichwillensurethatyouprojecttheprofessionalimagethatourguestsexpect.你現(xiàn)在所從事的是一項(xiàng)特別的工作。因?yàn)槲覀兿嘈拍憔哂刑厥獾募寄埽@也是你加入我們公司的原因。以下的這些規(guī)定，將會(huì)幫助你實(shí)現(xiàn)個(gè)人儀容儀表的塑造。以確保你能建立起客人所希望的形象?！癐MAGE”vs“LOOKS”“形象”和“外表”TheEZcafeimagedealswithtwomajoraspectsofanindividual:EZ咖啡廳的形象由兩個(gè)方面構(gòu)成Presentation -whichentailsappearanceandgrooming外表 -包括外表和裝飾Conduct -whichcoversbehavior,attitudeandetiquette操作-包括行為、態(tài)度和禮儀Certaincodesandguidelineshavebeenoutlinedinthismanualtohelpyouformulateyourownwayofrespondingtosituationsthatarisewhileyouareworking.這一手冊(cè)中已列出了相關(guān)的規(guī)則可以幫助你在應(yīng)對(duì)相應(yīng)的工作情況。Byfollowingtheseguidelinesandbybearinginmindatalltimesthat“ourguestisthemostimportantperson”,youwillbeabletoofferthehigheststandardofservicepossible.只有準(zhǔn)守這些準(zhǔn)則，時(shí)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)。Youareanimportantimage-maker.Thismanualwillhelpyoubelieveinyourownabilitiestoenableyoutobringoutthebestinyourselfinordertodevelopself-confidence.Notonlywillyouaddincalculablevaluetoourrestaurant,moreoverwillenableyoutobuildarewardingcareerwithinthecompany.你是致關(guān)重要形象樹(shù)立者。這個(gè)手冊(cè)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(jià)值，而且能將對(duì)你在公司中的職業(yè)生涯大有益處。PERSONALAPPEARANCE個(gè)人外表ItisafactoflifethatpeopleformtheirfirstimpressionofothersfromtheiroutwardappearanceasamemberoftheHospitalityIndustry.Initially,physicalappearancecountsmorethaninmostfields.Employeesinthisindustryworkinhighlyvisiblejobs,circulatingamongstdiscerningguests.作為酒店業(yè)的成員，人們總是通過(guò)他人的外表來(lái)建立對(duì)別人的第一印象的。外表在一開(kāi)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(mén)面性的工作，他的周?chē)兄S多帶有鑒賞眼光的客人。Asmartlydressed,well-groomedemployee,whohasmadethemostofhisphysicalappearance,immediatelyswaysourguests.一個(gè)穿著得體，儀表端莊的員工，將會(huì)給客人留下很好的印象。Slovenlyorcarelessgrooming,outlandishorextremehairstyle,make-upandaccessorieswillcreatealow-gradeimpressiontoourguests.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。Asanemployee,youareassignedspecifictasksandresponsibilities.Inadditiontothesetasks,youareanambassadorofgoodwill.Youareexpectedtobecomecompetentinpromotinggoodguestrelationsoncertainlevels.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。Thefollowingpersonalpresentationcodeoutlinesthegroomingstandardsexpectedforallemployees.一下是針對(duì)所有員工的著裝準(zhǔn)則。Ifanyaspectofthepersonalpresentationcodeseemsincomprehensibletoyou,donothesitatetodiscussthemwithyourDepartmentHead.如果你對(duì)里面的任何方面有什么不理解的，請(qǐng)不要猶豫，可以和你的部門(mén)領(lǐng)導(dǎo)共同探討。GROOMING著裝Allemployeesmustobservethefollowing:所有的員工必須遵守以下規(guī)定：Uniformsmustbewornonduty.當(dāng)班的時(shí)候必須穿制服Staffmaykeepasetofuniformsintheirlockers.Theyareheldresponsiblefortakingcareoftheuniformsissuedtothem.ThesearetoreturnedtotheUniformIssuanceDept.whentheygoonleaveandshouldnotbebroughthome.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(shí)必須制服交還給制服保管部門(mén)而不能帶回家。Nobadges,ornamentalbuttonsorjewelryandlavishaccessoriesshouldbewornontheuniformunlessissuedbythecompany.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。PERSONALHYGIENE個(gè)人衛(wèi)生Goodpersonalhygienehabitsmustbeobservedatalltimes.Adailyshowerisessentialalongwiththeuseofaneffectivedeodorantoranti-perspirant.要養(yǎng)成良好的衛(wèi)生習(xí)慣。每天洗澡對(duì)保持無(wú)體味是非常有效的。Oralhygieneisalsoessential.Yourprogrammeshouldincluderegularbrushingandflossingofteethanduseofamouthwashorbreathmintsbeforeorduringyourshift.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(guò)程中使用漱口水或是口氣薄荷噴霧劑。SKIN皮膚Aclearcomplexionisimportant.Ifyouhaveacne,dryskinorotherskindisorders,seekadvicefromaskincareconsultant.Otherconditionssuchascoldsores,impetigoandtinesaarenotonlyunsightly,theycanbecontagious.Ifyoususpectthatyouhaveaskindisorder,consultourMedicalDepartmentimmediately.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(wèn)題，要去咨詢皮膚顧問(wèn)尋求解決。有些狀況如感冒瘡、膿皰病不僅不好看而且會(huì)傳染。如果你懷疑你有皮膚問(wèn)題，請(qǐng)到我們的醫(yī)藥部門(mén)查詢。UNIFORMEDMALEEMPLOYEES穿制服的男員工Hair頭發(fā)Mustbeneatandtidyatalltimes.Thestyleshouldbecontemporarybutneverextreme.Hairlengthmustnotextendpastthebottomoftheearlobe,collaroreyebrows.必須時(shí)刻保持干凈整潔。發(fā)型可以是時(shí)尚的但不能過(guò)于夸張。頭發(fā)的長(zhǎng)度不能過(guò)耳垂及領(lǐng)口，留海不能過(guò)眉毛。Sideburnsareacceptable,providedthelengthdoesnotexceedpastthebottomoftheearlobeandthestyleisnotextreme.胡子的長(zhǎng)度不能過(guò)耳垂，造型不能太夸張。要讓人能夠接受。Extremestyles,suchasshavedscalps,rattailsanddreadlocksarenotpermissible.所有古怪的造型，如理光頭、留小辮子或長(zhǎng)發(fā)綹都是不允許的。Stylinggelsandhairtonicsmaybeusedtoensurethathairendsremaininplace.發(fā)膠及護(hù)發(fā)素不要使用太多Yourhaircolourshouldlooknatural.Ifhighlightsorcolouringsareused,theyshouldenhanceyourhairsubtlyandnaturally.Extremefashioncoloursarenotallowed.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。Wigsandhairpiecesarepermittedprovidedtheymeettheaboverequirements.如果假發(fā)及假眉毛符合以上的標(biāo)準(zhǔn)是允許使用的。FacialHair面部的清潔Awell-shavenfaceisessential.Beardsareacceptableifkeptneatandwelltrimmed.Beardsshouldbegrowninyourowntime.Twoorthreedaygrowthisprohibited.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(gè)人的情況對(duì)胡須進(jìn)行修剪，一般不能超出兩到三天。Moustachesarealsoacceptablebutmustconformtothestandardslistedbelow:留鬢角必須符合以下的標(biāo)準(zhǔn)：Neatlytrimmedandclipped修剪平整Nonarrowerthan12mm寬度不小于12毫米Thehorizontalwidthanddownwarddropmaynotextendmorethan12mm.beyondthecornersofthemouth.離嘴角四周不能少于12毫米Fingernails手指甲Mustbecleanandneatlytrimmedatalltimes.手指甲要隨時(shí)保持干凈，修剪平整Scent體味Cologneorafter-shave,ifused,shouldbesubtle.Itshouldnotclashwithyourdeodorant,soaportalc.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Noearringsarepermitted.Ifanecklaceisworn,itmustbekeptinsidetheshirt.Asinglebraceletanddressring,eithersilverorgoldmaybeworn.不允許帶耳環(huán)。如果有戴項(xiàng)鏈必須把它藏在襯衫的里面。只能佩帶一只手鐲或戒指。Adresswatch,ifworn,mustbesubtleindesign.Watchfacesmaybenolargerthan30mm.indiameterandpreferredcoloursareblack,gold,silverorwhite.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Framedstylesmustbesubtleandshouldcomplimentyourownnaturalfacialfeatures.Extremefashionstyledglassesisnotacceptable.Ifyourdoctorprescribesdarkglasses,theymaybewornprovidedthattheeyescanstillbeseen.眼鏡的邊框要符合個(gè)人的臉型，不能佩帶造型過(guò)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Comfortableandsupportiveshoesmustbewornatalltimes.Staffshoesmustconformtothedresscodesdictatedbytheirrespectivedepartment.Shoesmustbecleanedandpolishedregularly.穿舒適平穩(wěn)的鞋子。員工鞋必須符合所屬部門(mén)的制服號(hào)碼。鞋子要經(jīng)常清潔，擦拭。Belts腰帶Ifyourtrousershavebeltloops,aplainbeltmaybeworn.Thebelt’scolourshouldcloselymatchyourtrousersandbenowiderthan40mm.Oversizedorornamentalbucklesarenotpermissible.如果你的褲腰太寬的話，你必須使用腰帶。腰帶的顏色必須和你所穿的褲子相匹配。寬度不能超過(guò)40毫米。不允許使用過(guò)大或是帶有裝飾性的帶扣。Undergarments襯衣Undergarmentsaretobewornatalltimes.Asingletorundershirtispermitted.Fleshorwhitecoloursarerecommended.Colouredormotifundershirtsmustbevisiblyworn.要穿襯衣。允許穿汗衫。建議穿肉色或是白色的。有顏色或是有圖案的襯衣要看得見(jiàn)。UNIFORMEDFEMALEEMPLOYEES穿制服的女員工Hair頭發(fā)Hairmustbeneatandtidyatalltimes.Thestyleshouldcontemporarybutneverextreme.Ifyouarewearinglonghair,tieitandbonditduringhoursofduty.Yourhairshouldnotblockyourvisionorcoveryouridentificationbadge.頭發(fā)必須時(shí)刻保持干凈整潔。發(fā)型可以時(shí)尚但不能過(guò)于古怪。如果你留長(zhǎng)發(fā)，必須在當(dāng)班的時(shí)候把頭發(fā)扎起來(lái)。頭發(fā)不能遮住你的視線或是你的工作牌。Extremestyles,suchasshavenscalps,rattails,twines,beadsandexaggeratedteasingarenotacceptable.造型古怪的發(fā)型，如：光頭，留小辮子，扎兩個(gè)辮子，麻花辮或任何怪異的梳法都不允許。Stylinggelsorhairspraysarerecommendedtoensurethathairendsstayinplace.不要使用過(guò)量的發(fā)膠及噴霧劑Yourhaircolourshouldlooknatural.Ifhighlightsorcolouringareused,theyshouldenhanceyourhairsubtlyandnaturally.Extremefashioncoloursorrevealingdarkrootsarenotpermitted.Haircolourtreatment,ifthere’sany,shouldbemaintainedasoftenasnecessary.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(lái)自然，精美。過(guò)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(shí)的補(bǔ)色，讓顏色保持一致。Wigsandhairpiecesarepermissibleprovidedtheymeettheaboverequirements.假發(fā)及假眉毛如果符合以上的條件，可以使用。Allaccessoriessuchaspins,combsorelasticbandsshouldmatchthecolourofyourhair,whileribbonsorbowsshouldcoordinatewiththecolourofyouruniform.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Mustbecleanandneatlytrimmedatalltimes.Nailpolishisnotcompulsory.Shouldyouchoosetowearnailpolish,thecolourshouldbepaleortranslucent.指甲要保持干凈，修剪平整。是否涂指甲油沒(méi)有強(qiáng)制性。如果有涂，必須選擇無(wú)色或是半透明的顏色。Make-up化妝Wearingmake-upisamust.Frombothpresentationandskinprotectionpointofview,abasicmake-upshouldincludeblushorrouge,lipstick,eyeshadowandmascara.必須化妝。從外表及保護(hù)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。Alwaysapplyonlylightmake-uptoenhanceyourownnaturalfeaturesandskincomplexion.Ensurethatyoumakethemostofyourappearanceatalltimes.只要化能夠體現(xiàn)你個(gè)人自然氣質(zhì)及保護(hù)皮膚的淡妝就可以了。確保時(shí)刻體現(xiàn)自己就完美的一面。Scent體味Perfumeorcologne,fused,shouldbesubtle.Itshouldnotclashwithyourdeodorant,soaportalc.適當(dāng)使用香水。不能和你的除臭劑、香皂及滑石粉相沖。Jewelry首飾Onlyonepairofsubtle-designedearringsmaybesported,ofwhichthelengthandwidtharenomorethan20mm.indiameter.Earringswornonthenoseareunacceptable.只允許佩帶一副耳環(huán)，設(shè)計(jì)精美，長(zhǎng)度和寬度都不能超過(guò)20毫米。不允許戴鼻環(huán)。Anecklace,ifworn,isrestrictedtoasinglestrand,eithergold,silverorpearl.Anypendantordropinthechainmustbenomorethan20mm.inlengthorwidthandthedesignshouldbefaint.如果佩帶項(xiàng)鏈，只能有一條。可以是金的、銀的或是珍珠項(xiàng)鏈。項(xiàng)鏈的墜子長(zhǎng)度和寬度不能超過(guò)20毫米。設(shè)計(jì)要簡(jiǎn)單。Asingledressringorbraceletoneachhandmaybewornprovidedthatthedesignsaredelicate,eithergoldorsilver.每只手只能戴一個(gè)戒指和一個(gè)手鐲。必須設(shè)計(jì)精美，銀的或是金的。Adresswatch,ifworn,mustbesubtleindesign.Watchfacesmaybenolargerthan20mm.indiameterandpreferredcoloursareblack,gold,silverorwhite.如果佩帶手表，手表的設(shè)計(jì)必須精美。表面的直徑不能超過(guò)20毫米。顏色最好是黑色、金色、銀色或是白色。Spectacles.眼鏡Framedstylesmustbesubtleandshouldcomplimentyourownnaturalfacialfeatures.Extremefashionstyledglassesisnotacceptable.Ifyourdoctorprescribesdarkglasses,theymaybewornprovidedthattheeyescanstillbeseen.眼鏡的邊框要符合個(gè)人的臉型，不能佩帶造型過(guò)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Comfortableandsupportiveshoeswithaminimumheelof25mm.mustbewornatalltimes.Staffshoesmustconformtothedresscodedictatedbytheirrespectivedepartment.Shoesmustbecleanandpolishedregularly.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(mén)的制服號(hào)碼。鞋子要經(jīng)常清潔，擦拭。Stockings/Pantyhose.襪子Stockingsorpantyhosemustbewornatalltimes.Naturalcoloursarepreferable;patternsorthick-ribbedstylesarenotpermissible.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Fleshcolouredundergarmentsmustbewornunderneathsheerblousesanddressesatalltimes.裙子里面必須穿肉色的襯衣。CONDUCTANDATTITUDE行為和態(tài)度CONDUCT行為Beingpresentableandwellgroomedisonlyapartofthetotalimageweprojecttoourguests.Howyoureacttoourguests,themannerinwhichyourprovideserviceandtreatguestsprovidetheTOTALimage.儀容儀表只是我們給客人印象的一部分，禮貌會(huì)給客人提供的服務(wù)中留下深刻的印象Themannerinwhichweofferservicetoaguestshouldbe,asyouwouldtreattheminyourownhome,offeringassistance,ifandwhenrequired.對(duì)待客人的要求應(yīng)象在你家里一樣禮貌的對(duì)待Remembertoalwaystogivecourteous,knowledgeableandfriendlyservice.Fromthemomenttheguestarrives,itisuptoyoutoestablishapositiverelationshipfordoingbusiness,satisfyingtheirneeds,makingthemfeelcomfortable,relaxed,lookedafterandwelcomed,thusbuildinghisdesiretoreturn.記住總是提供禮貌，專(zhuān)業(yè)和友善的服務(wù)。Tobesuccessfulinourindustry,yourequireapositiveattitude.Makethemostofthethingsyoudo,beenthusiastic,getinvolvedandshareitwithyourguests,yourdepartmentandcolleagues.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(wèn)題與你的客人，部門(mén)和同事一起討論。Youarevaluableandareavitalpartofouroperationwithmuchtocontribute.Believeinyourownabilities,dothingstothebestofyourcapacityandmakeothersandyourself,feelgood.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。Therightattitudecanmovemountains;thewrongattitudedestroyseverythingandleadstototalfailure.Rememberthis,putitintopracticeandyouareaWINNER!正確的態(tài)度可以將大山移走，錯(cuò)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(huì)是一個(gè)勝利者!ATTITUDEYourattitudeisthekeytoyoursuccessandhappiness.Itisalsotheguidetothesuccessofouroperation.Attitudeisyourmentalpositionwithregardtohowyouviewfactsandsituations.你的態(tài)度是你的成功和快樂(lè)的關(guān)鍵，它也是通向成功的指南。態(tài)度是你如何看事實(shí)和情形的智力定位。Yourattitudetowardsaguestorcolleagueinfluencesyourbehavior.Youcannotalwayscamouflagehowyoufeel.你對(duì)客人或同事的態(tài)度會(huì)影響你的行為，你不能總是偽裝你的感覺(jué)Yourattitudedeterminesthelevelofyourjobsatisfaction.你的態(tài)度決定你工作滿意度的標(biāo)準(zhǔn)。Yourattitudeaffectseveryonethatyoucomeintocontactwith,inpersonorbytelephone.你的態(tài)度影響你直接或電話接觸的每一個(gè)人。Yourattitudeisnotonlyreflectedbyyourtoneofvoice,butalsobythewayyoustandorsit,yourfacialexpressionsandingeneral,bodylanguage.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(yǔ)言反映出來(lái)，Yourattitudeisnotfixed–theattitudeyouchoosetodisplayisreallyuptoyou.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P Positive積極的Thewayyoustand,walkandlook,throughouttherestaurantwillconveyanimagetoourguests.Youneedtoensurethatitisapositiveandattentiveefforttocatertotheirneedsanddesires.你穿過(guò)餐廳時(shí)你的站姿，行走和面部表情都會(huì)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L LookandListen看和聽(tīng)Bybeingalertandattentivetoourguests’needsandwants,byshowingprideinyourworkandworkplace,youreflectprofessionalismandeffectiveness.警惕和專(zhuān)心留意客人的需要來(lái)表現(xiàn)你引以為豪的工作和工作場(chǎng)所，從而反映出你的專(zhuān)業(yè)和效力E Expression表情Facialexpressionsconveyawealthofmeaningtoourguests.Itcandepictyourmoodsandfeelings.面部表情反映出對(duì)客人的態(tài)度，他可以反映出你的心情和感覺(jué)。A Appearance外貌Prideinyourpersonalandenvironmentalappearancecreatesapositiveperceptiontoourguests.要以你自己和周?chē)沫h(huán)境引以為豪，給客人一積極的感覺(jué)。S Smile微笑 Asmilesignifiesfriendlinessandapproachability,whichcreatesapositivefeelingtoourguests.微笑意味著友善，給客人一積極的感覺(jué)E Enthusiasm熱情 Ifaguestcansenseyourlackofeagernesstoperformataskorservicetheyrequire,theywillestablishapoorperceptionofYOUandtheCOMPANY,asawhole. 如果客人感覺(jué)到你缺乏熱情去完成他們的要求和服務(wù)，他們將會(huì)對(duì)你和你的公司留下不好的印象。THETENCOMMANDMENTSOFHUMANRELATIONS人事關(guān)系的十大戒律Speaktopeople.和人講話Thereisnothingmorepleasantthanacheerfulwordofgreeting.沒(méi)有比愉快的問(wèn)候更讓人高興。Smiletopeople.對(duì)人微笑Ittakes72musclestofrownandonly14tosmile.微笑只用14塊肌肉，而皺眉要用72塊肌肉。Addresspeoplebytheirname.用名字稱呼別人Apersonpreferstobeaddressedbyhisnameforamorepersonalapproach. 人們喜歡被人用名字稱呼。Befriendlyandhelpful要友善和有幫助Treatothersinthemanneryouwishtobetreated.要用你需要被對(duì)待的態(tài)度去對(duì)待別人Becordial.要熱情Speakandactasifeverythingyoudoisofgenuinepleasure.說(shuō)和做要像你做的每一件事是真正的快樂(lè)Begenuinelyinterestedinpeople.真正關(guān)心別人Youcanlikeanybodyifyoumaketheeffort.如果你努力，你可以喜歡每一個(gè)人Beconsideratewiththefeelingsofothers.要考慮到他人的感受Peopledohaveemotionswhichdemandsduerespect.人們確實(shí)有要求應(yīng)得的尊敬Begenerouswithpraise.要懂得贊美Becautiouswithcriticism.謹(jǐn)慎的批評(píng)Bealerttogiveexcellentservice.警惕的提供優(yōu)質(zhì)服務(wù)Whatcountsmostiswhatwecandoforothers.可以計(jì)量的是我可以為別人作什麼Keepyoursenseofhumor.保持你的幽默感Alwaystrytoseethehumoroussideofabadsituation. 壞的情形下要試著去看幽默的一面COURTESY禮貌“COURTESYISVERYIMPORTANT.禮貌是非常重要的Courtesyconsistsofthreethings:禮貌有以下3點(diǎn)組成Attitude態(tài)度Words話語(yǔ)Behavior行為舉止Rememberthesewordsthatweweretaughtaschildren:象教小孩子一樣來(lái)記住下面的詞：Please請(qǐng)Thankyou謝謝MayI可以嗎？Excuseme;Iamsorry打擾一下，對(duì)不起Iamgladto非常榮興Theguests,aswellasourcolleagues,payattentiontoourbehavior,thatiswhy:要注意自己的言行舉止Becleanatalltimes.要保持清潔Smellgood,yourbreathandbody.口氣和身體無(wú)異味Donotleavefoodonthetableorontheflooraftereating.用完餐后不要遺留食品在桌子或地板上。Cleanupafteryourselfandothers.整理干凈你自己和別人的Helpothersinanywayyoucan.盡量去幫助別人Introduceyourselftonewemployees.向新員工介紹自己Lookatothersintheeyewhentalking.談話時(shí)要有目光交流Usethenameofanotherpersonifyouknowit;betterstill,gettoknowit.稱呼別人的名字Thegoldenruleis“guestfirst.”客人永遠(yuǎn)是第一位的Smile!!微笑AGAIN,BEPOLITEANDCOURTEOUSALWAYS.再次強(qiáng)調(diào)，要始終如一謙恭有禮餐飲部可做與不可做.DO”S可做Bealady/gentlemanallthetime.在任何時(shí)間都要做女士/先生Whenmeetingaguest,smileandgreetaccordingtothetimeoftheday.當(dāng)遇到客人時(shí)要微笑并根據(jù)不同的時(shí)間問(wèn)候客人。Morning/GoodafternoonSir/Madam(ifknown,usetheguest’sname)早上好/下午好先生/小姐（如果你認(rèn)識(shí)客人用名字稱呼客人）Becorrectandpoliteanddonottalktoomuchtotheguests.適當(dāng)和禮貌的和客人談話，但不要太久。Cooperatewithalllevelsofthestafffromotherdepartments.Beascourteousandnicetothemasyouwouldbetowardsguests.要與其他部門(mén)不同級(jí)別的員工合作，象對(duì)客人一樣的有禮貌和藹。Beonduty5to10minutesearlysoastofamiliarizeyourselfwithyourworkarea.提前5-10分鐘到達(dá)工作的區(qū)域。Standandwalkstraight.站立或行走時(shí)要直Keepwellinformedofallpromotionsandspecials.要了解酒店的推廣和特別的事物Useofficiallanguage“ENGLISH”inyourworkingarea.在辦公的地方要使用官方語(yǔ)言“英語(yǔ)”FOODANDBEVERAGEDO’SANDDON’S餐飲部可做與不可做2 DON”S不可做

- Donotsmokeorchewgumwhileonduty. 上班時(shí)不可吸煙和咀嚼口香糖 - Donotshowimpatience.Donotwrigglearmsorlegsordrumfingertipson desks.不要表現(xiàn)出急噪，交叉胳膊或腿，用指尖敲桌子 - Donotreadbooksornewspaperwhenonduty.當(dāng)班時(shí)不可以看書(shū)或雜志 - DonotlistentoradioorwatchTVwhileonduty.當(dāng)班時(shí)不可以聽(tīng)收音機(jī)或看電視 - Donotenteraroomorofficewithoutknocking. 進(jìn)入房間或辦公室要敲門(mén)。 - Donotkeepanypropertynotbelongingtoyoupersonally. 不要拿不屬于你的物品 - Donottakeofabsencefromworkunlessabsolutelynecessary,andinform yoursupervisorimmediately. 除非在非常必要的情況下，不然不要隨便離開(kāi)你的工作區(qū)域，并要馬上報(bào)告你的領(lǐng)班Donotmakenoisethatwilldisturbtheguests.不要制造雜音，這會(huì)影響客人。Thisincludes:這包括 Laughingloudly.大笑 Whistlingandchattingwithotheremployees.吹口哨或和其他同事聊天。 - Donotspeakanyotherlanguageinyourworkingarea.不要在工作區(qū)域講方言HANDLINGCOMPLAINTS處理客人投訴METHODSFORHANDLINGCOMPLAINTSANDDEALINGWITHANGRYGUESTS處理客人投訴及對(duì)待發(fā)火客人的方法Listen聆聽(tīng)Listencritically,withoutinterruption.Donotargueordenyanything.Donotgetdefensiveorchallengedinanywayeveniftheguestisabusive,exaggerates,orspeaksboisterously.Beattentive.帶有理解的傾聽(tīng)，不要爭(zhēng)論或否認(rèn)任何的事，即使客人的使用辱罵的言語(yǔ)，描述夸張，或是大吵大鬧，都不要有進(jìn)行辯駁。把注意力放在客人身上。2．Acknowledge理解Expressempathytowardstheguestandtheexistenceofaproblem.Donotacceptnorpassontheblametoothersuntilallthefactsaregathered.Usethe“sad/glad”statement.對(duì)客人及他所遇到的問(wèn)題表示理解。不要在問(wèn)題夸大之前把責(zé)任推卸給其他人。用難過(guò)/高興的語(yǔ)調(diào)說(shuō) Sad - Iamsorrythereisaproblem.難過(guò)非常抱歉產(chǎn)生了這樣的問(wèn)題 Glad - Iamgladyouarebringingittoourattention.高興我很您能向我們反映這樣的的情況。Empathize - Iamcertainthatthishasbeenfrustratingforyou.Ido understandyourbeingsoupset.感同身受我確定這使你很不開(kāi)心。我能理解您為什么生氣。3．Restate復(fù)述Assoonastheguesthascalmeddown,restatethecomplaintinquestionform,inordertoavoidmisunderstandingandtoshowtheguestthatyoupossessgoodcomprehensionskills.在客人的情緒冷靜下來(lái)以后，把剛才客人所說(shuō)的寫(xiě)在表格里面并給客人看。為的是避免誤解，同時(shí)也是為了讓客人知道您已經(jīng)理解了他的意思。Ask詢問(wèn)Asktheguestwhattheywantyoutodoorwhattheywouldlikedone.Inmanycases,theguestismerelysatisfiedjust“l(fā)ettingthecompanyknow”whatoccurred.Ifhewantssomethingdonespecifically,findoutexactlywhatitisandconfirmitwithhim.Stresswhatyoucando,notwhatyoucan’tdo.Suggestalternativesifpreferredsolutionisnotfeasible.Ifthealternativesolutionisnotsatisfactorytohim,seektheassistanceofapersonofhigherauthoritythanyourself.詢問(wèn)客人他們要你做點(diǎn)什么或是想怎么做。在大多數(shù)的情況下，客人的目的只是想讓公司知道發(fā)生了些什么。如果他有特殊的要求，了解并和他確認(rèn)是什么要求并強(qiáng)調(diào)哪些是你能做的哪些是你不能做的。同時(shí)可以向客人提供相對(duì)可行的變通方法。如果客人仍然不同意，可以請(qǐng)你的主管出面幫忙解決。Action措施Findsomethingtoagreeon.Onceasolutionhasbeenagreedupon,takeimmediateactionanddoit!Notifytheguestofanychangesordelays.Neverpromiseanythingthatyoucannotkeep.在達(dá)成一致意見(jiàn)以后，立即采取行動(dòng)。如果有什么變動(dòng)或是延遲要通知客人。不要向客人承諾你所不能做到的。Follow-up跟進(jìn)Afteraproblemhasbeentakencaredof,contacttheguestandmakesurethatthesolutionwassatisfactorytothem.Usethismomentoftruthtothanktheguestforbringingthemattertoyourawarenessandaccentuatethatitshouldneverhappenagain.解決完問(wèn)題后，跟進(jìn)并確?？腿藢?duì)問(wèn)題的解決是滿意的。這時(shí)要感謝客人將問(wèn)題告訴我們，并強(qiáng)調(diào)這個(gè)問(wèn)題不會(huì)再次發(fā)生。WHENTAKINGAPROBLEMTOAPERSONOFHIGHERAUTHORITY把問(wèn)題交給高層處理Makesurethatyouinformhimofallfactsandinformationthattheguesthasconfirmed.確定你已經(jīng)告訴他所有客人所認(rèn)同的事實(shí)和信息。Knowexactlywhattheguestwants.確切地了解客人的需求。Giveyoursuperioranaccountofyourconversationwiththeguest.Donotexaggeratetomakeyourselflookefficient.Sticktothefacts.向你的領(lǐng)導(dǎo)描述你和客人的交談。不要為了表現(xiàn)自己而夸大事實(shí)。要實(shí)事求是。Tellyoursuperioraboutanypromisesyouhavemadetotheguest.告訴你的領(lǐng)導(dǎo)你已經(jīng)對(duì)客人所做的相關(guān)承諾。Knowatthispointifyoursuperiorisgoingtohandlethesituationorifyouwillkeeponworkingontheproblemitself.確定是否要交給你的領(lǐng)導(dǎo)處理或是自己解決問(wèn)題。Remember,itisnotalwaysinyourbestinterestnortheguest’sto“passthebuck”toapersonofhigherauthority.Youshouldtrytosolvetheproblemonyourown.Ifyourguestinsistsordissatisfied,thenseekfurtherassistance.記住，不要?jiǎng)硬粍?dòng)就把問(wèn)題推卸給你的主管。你要盡力自己去解決問(wèn)題。如果客人堅(jiān)持要見(jiàn)主管或是無(wú)法讓客人感到滿意的話，再去尋求主管的幫助。IMPORTANTSERVICEACTIONSMakeagoodimpressionwheneveryoumeetaguestoracolleague.不管遇到客人或同事要留下好的印象Haveapositiveattitudeatalltimesdespiteabadmood.任何時(shí)候都要是積極的態(tài)度Payattentionwhensomeoneistalking.Listenfullytoaguestoracolleague.和客人或同事談話時(shí)要專(zhuān)心并仔細(xì)聆聽(tīng)Knowyourjobthebestyoucan.Trytoknowmoreasyougoalong.盡量多的去了解你的工作Makeourguestsfeelathomewhentheycometotherestaurant.客人在餐廳時(shí)要讓其感覺(jué)象在家里一樣Thereisnodifficultyindoingthesethings.Asaprofessionalinwhatyoudo,youshouldalreadybeobservingtheseserviceactions,atthispointintime.做這些事并不難，如一個(gè)專(zhuān)業(yè)人士在你做的事情中，你應(yīng)該已經(jīng)觀察這些服務(wù)行動(dòng)。WORDSTOLIVEBY(fromthefamous,MahatmaGandhi)TheGUEST客人isthemostimportantvisitor是我們最重要的來(lái)賓toourpremises.我們的承諾Heisnotdependentonus.他不依賴于我們Wearedependentonhim.我們依賴于他們Heisnotaninterruption他們不是在打斷toourwork.我們的工作Heisthepurposeofit.他是我們工作的目的Heisnotanoutsider他不是我們事業(yè)的局外人inourbusiness.而是我們生意的Heispartofit.一部分Wearenotdoingafavor我們提供服務(wù)給他byservinghim.并不是在賜予他Heisdoingusafavor而是他在創(chuàng)造機(jī)會(huì)bygivingus賜予我們theopportunitytodosoTELEPHONEETIQUETTE電話中的禮節(jié)TheroleoftelephonesinF&Bisavitalone.Thetelephoneisacommonmediumofcommunicationincludinginter-department,guestreservationsandinquires.在餐飲部，電話起著致關(guān)重要的作用。電話是部門(mén)之間溝通及客人訂餐、查詢的最普通的媒介。Alwaysrememberthatourperformanceonthephonecaneasilymakeorbreakguestcontact;liveuptoorshattertheprojectedimageofourcompany.通常在電話中的表現(xiàn)直接關(guān)系到是否能和顧客建立聯(lián)系，以及維護(hù)或是損害公司已經(jīng)建立起來(lái)的形象。Telephoneusecanbemademoreefficientandeffectivebyfollowingsimpleguidelines,asfollows:以下的幾種方法可以幫助有效地使用電話進(jìn)行溝通：Answerallcallspromptly,withinthreeringsasastandardguide.能夠快速地接起電話，按照標(biāo)準(zhǔn)步驟應(yīng)該在電話鈴響起的三聲以內(nèi)。Usetheproperanduniformphraseologywhenansweringcalls.Identifyyourselfandyourdepartmenttoestablishyourowncredentials,thedepartment’sorthecompany’s.在接電話的時(shí)候使用統(tǒng)一標(biāo)準(zhǔn)且得體的措辭。自報(bào)姓名及所在部門(mén)。Everytelephonecallyoumakeorreceiveisanopportunityforyoutocreateand/ormaintainaworthypersonalimageandthecompany’simage.Trytopersonalizethecallbyusingthecaller’snameifknownthroughouttheconversation.你所打的或是所接的每一個(gè)電話都一個(gè)建立或保持個(gè)人及公司形象的一次機(jī)會(huì)。在通話過(guò)程中如果知道來(lái)電者的名字，盡量稱呼其姓名。Speakclearlyandaudiblyatalltimes.說(shuō)話要保持清晰，音量適中。Neverplaceacalleronholdforalengthyperiodoftime.He/Sheshouldbeinformedofanydelaysandmayrefertheoptionofcallingbackorleavingamessage.不要讓打來(lái)電話的人等待太久，要通知他可能會(huì)推遲、回電或留言等。Whentakingthemessagetoberelayedtoanotherparty,accuracyandconcisenessareveryessential.在替別人留言的時(shí)候，要作到簡(jiǎn)明、準(zhǔn)確。Alwaysrecordinformation.Donotrelyonyourmemory.要把信息記下，而不是只存在大腦里面。Rememberthatyouarenotvisibletothecaller,thereforeprojectafriendlyandpositiveimageatalltimes.來(lái)電的人是看不到你的，所以你應(yīng)該時(shí)刻在電話里表現(xiàn)出友好和積極的態(tài)度。Aringingtelephoneisapriority.Theguestinfrontofyouwillnotbeoffendedifyouexcuseyourselfpolitelytoansweraringingphone.Thecallerdoesnotrealizethatyouarebusyuntilyouanswerthephoneandexplainthatyouareconcernedandwillgetbacktohim/herassoonaspossible.Neverignorearingingphone,inthehopethatthecallerwillhangup,orthatsomebodyelsewilltheanswerthecall.有來(lái)電應(yīng)該先接來(lái)電。如果你正在和客人談話的話，您可以有禮貌地先向客人道歉，然后去接電話。這樣客人是會(huì)諒解的。你接起電話的時(shí)候可以向來(lái)電的示意目前不便接電話，你會(huì)盡快給他回電，這樣他就會(huì)知道你現(xiàn)在很忙。不要怠慢任何的電話。希望來(lái)電的人會(huì)很快掛斷或是其他人能后幫你接起電話。SANITATION衛(wèi)生設(shè)施GuidelinesforHandlingFood食品處理指南Personswithinfectedcutsorsoresorcontagiousdiseasesarenotpermittedtohandlefood.不允許具有感染性的傷口，傳染性疾病的人處理食品。Washhandsfrequently,especiallybeforeleavingtherestroom.經(jīng)常洗手，尤其是在離開(kāi)洗手間之前Keepnailsshortandclea