酒店餐饮标准工作程序概述英文版模板.doc
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1、DEPARTMENT: Banquet JOB TITLE: Service AssociateTASK NO: SOP BQT 001TASK: Ready to be on duty EQUIPMENT REQUIRED: Keys, checklistWHAT TO DOHOW TO DO ITWHYReady to be on duty.- Staff must be on time to come to work with smile, clean uniform and well groomed.- Hotels standard.PREPARED BY:APPROVED BY:
2、DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Team LeaderTASK NO: SOP BQT 002TASK: How to open a function room EQUIPMENT REQUIRED: Function room key, opening checking listWHAT TO DOHOW TO DO ITWHYAll must be ready for service 30 minute
3、s prior to the functions start.- Check the setup of the tabletop and readiness of the utensils in the Service Station.- Ensure that all of the preparation is done in time.- Arrange the appropriate assignments to the staff.- Get it right the first time and every single time will help to make our gues
4、t function enjoyable, this will please them.- To delight our customers by being helpful is a sign of courteous service.- Planning to ensure the function can be successful is part of our professional service and of Shangri-La care.PREPARED BY; APPROVED BY: DESIGNATIONService ManagerSIGNATURE/DATEDESI
5、GNATIONGeneral ManagerSIGNATURE/DATE DEPARTMENT: Banquet JOB TITLE: Service AssociateTASK NO: SOP BQT 003 TASK: How to open an bar EQUIPMENT REQUIRED: Table, skirting, table clothWHAT TO DOHOW TO DO ITWHYSet the bar table.Set glassware on table.Set liquors.- Set the bar table with skirting. * Table
6、must be in good condition and balance. * Table cloth and skirting must be well pressed without any stain and holes.- Set the glassware according to the types of beverage ordered.- All glassware must be free of spots and no chip.- Ensure sufficient glassware.- Arrange the liquor in descending order i
7、n term of bottle height with the tallest bottle in the middle.- All bottles must be full.- All bottles must be clean without any stain.- Show our standards which will please our guest.- Show we care for our guests.- Show our standards and to delight our guests.- Show our honesty.PREPARED BY: APPROVE
8、D BY :DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE : Team Leader TASK NO: SOP BQT 004TASK: Daily BriefingEQUIPMENT REQUIRED: White board and briefing book. WHAT TO DOHOW TO DO ITWHYDaily briefing.- To conduct pre-service briefing on: H
9、otel information. Daily room occupancy. VIPs arrival/in-house. Customer delight practices. Customers comments. Daily chefs special. Item/dishes to recommend.- To ensure staff are well informed on a daily basis to perform their job effectively.PREPARED BY: APPROVED BY : DESIGNATIONService ManagerSIGN
10、ATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Service Associate TASK NO: SOP BQT 005TASK: How to check a buffet EQUIPMENT REQUIRED: Event order WHAT TO DO HOW TO DO ITWHYCheck the table.Check the food items.Check chinaware and cutleries.Check the bar.- Check the nu
11、mber of buffet tables against Attendance.* Make sure enough seats to sit the guests.- Check the distribution of food items.- Check the pre situation of food items.- Check the quantity of all chinaware and cutleries according to the Attendance. * Make sure all chinaware and cutleries are free of spot
12、s.- Enough beverages to be offered for the gusts.- Enough glassware to be served. All glassware must be free of spots and no crack.- Get it right the first time and every single time is very important to delight our customer- Taking personal care and responsibility to ensure guests satisfaction.- To
13、 ensure have enough supply to delight our customer.PREPARED BY: APPROVED BY : DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE /DATEDEPARTMENT: BanquetJOB TITLE: Team LeaderTASK NO: SOP BQT 005TASK: How to check a buffet (continue)EQUIPMENT REQUIRED: Check list and even or
14、derWHAT TO DOHOW TO DO ITWHYThe following can be taken into consideration:Number of buffet tables against attendance.Distribution of food items.Presentation of food items.Replacements frequency.- Liaise with chef to check buffet for standards:- Number of buffet tables against attendance.- Distributi
15、on of food items.- Presentation of food items.- According the event order to check the items of the food set up.- According the event order to check the bar set up.- Get it right the first time and every single time, it also delights our guests.PREPARED BY: APPROVED BY:DESIGNATIONService ManagerSIGN
16、ATURE/DATEDESIGNATION General ManagerSIGNATURE/DATE DEPARTMENT: Banquet JOB TITLE: Service Associate TASK NO:SOP BQT 006TASK: How to check a function roomEQUIPMENT REQUIRED: Event orderWHAT TO DOHOW TO DO ITWHYPick up event order.- Event order to be collected by the clerk form the catering office ev
17、ery day.- Room set up must fully achieve require from the event order.* White board and flip chart must be clean and without dust and marker prints.*Markers should be tested before function starts.- Check the floor carpet.* Floor should be clean without dust of 8 waste papers baskets.- Check the air
18、 condition.* Air-con set at 20-21 degree.- Check the lighting.* No blown bulb and set the AV.Presentation lighting as needed.- Get information as soon as possible to operate the function, this shows professional service.- Care for the customer guest satisfaction and enjoyment.- Taking personal care
19、to delight customer.- Comfort our customer of make them feel that they make the right choice to have function in Shangri-La Hotel.PREPARED BY: APPROVED BY: DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Service Associate TASK NO:SOP BQT
20、 006TASK: How to check a function room (continue)EQUIPMENT REQUIRED: Event orderWHAT TO DOHOW TO DO ITWHYCheck equipment.- Turn on the equipment to make sure they are working properly.- Walk around table, look at the set-up and look at the skirting, tables, glasses, pads and pencils.* Skirting must
21、be well pressed and straightened.* Table cloth must be clean without any spot and cracks.* Every seat must have a pad and pencil.- Get it right the fist time and every single time.- Taking personal care and responsibility to ensure the guests get what they want.- A professional, well planned functio
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