餐厅规章制度(中英文)1.doc

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咖啡厅最佳操作规程实施记录
ITEM
JAN
FEB
MAR
APR
MAY
JUN
All air-conditioners are switched on only one hour ahead daily operation is beginning
餐厅的空调系统电源在营业前一小时才能打开

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BANQUET BEST PRACTICES IMPLEMENTATION RECORD
咖啡厅最佳操作规程实施记录
ITEM
JAN
FEB
MAR
APR
MAY
JUN
1 All air-conditioners are switched on only one hour ahead daily operation is beginning
餐厅的空调系统电源在营业前一小时才能打开

2 All electrical appliances are switched off when not in use

所有电器不用时需关掉电脑

3 Switch off lights after use

不用时关灯

4 50%lights on for pre set-up and staff set-up

在布展及摆台时把灯光调至50%状态

5 Turn off lights bulbs after daily operation is finished

每日营业结束后关闭所有照明电源

6 Turn off lights of Ballroom and B1 foyer when function finish
宴会结束后及时关闭二楼及B1走廊灯

7 Turn off elevator when function finish

在宴结束后及时关闭扶手电梯

8 Reuse of glass covers

重复利用杯盖

9 Reuse of coasters

重复利用杯垫

10 Reuse of pencil and note pad

重复利用会议用纸及铅笔

11 Reuse of matches boxes

重复利用火柴

12 Shut off the water tap omnivorously, do not use hot water

随时手关闭水龙头,不必用热水就不用

13 Close all refrigerators door omnivorously, as well all ice machines cover board
随时手关闭冰箱冷柜的门与制冰机盖板

14 Use reusable paper for all internal purpose

内部使用可重复利用的纸张

15 Banquet not using bronzed logo head paper for meeting

宴会部不以烫金抬头纸作为会议用纸

16 As much as possible to use natural lighting resources

尽量使用自然淘汰或其它能源

17 Banquet takes back unused bread which been from coffee/tea break, and send back to Pastry for other purpose
宴会部咖啡/茶点,多余的面包须送还饼房

18 Banquet use artificial flowers to decorate tables instead of fresh flowers
宴会部摆台以人造花替代鲜花

19 Warmer/Heating Trollies should be turned off after use

加热器用后须关闭

Checked and signed by 检查：

Outlet Manager 部门经理：

Verified and signed by 审核：

Director of F&B 餐饮经理/总监：

*Please put a tick if completed 请在完成的项目栏中划对号.
COFFEE GARDEN BEST PRACTICES IMPLEMENTATION RECORD
咖啡厅最佳操作规程实施记录(7-12月)
ITEM
JUL
AUG
SEP
OCT
NOV
DEC
1 Unused butter is returned to the kitchen for cooking
将客人未用过的黄油送回厨房用于烹调（咖啡厅）

2 Use environmental friendly shopping bags

利用环保购物袋

3 Recycle story foam buffet decoration and outside of hotel

重复利用自助餐装饰泡沫可用于外卖

4 Reuse of stirs

搅棒的重复使用

5 Reuse of cocktail picks

果签的重复使用

6 Reuse of match boxes
火柴盒的重复使用

7 Shut off the water tap omnivorously. Do not use hot water whenever it is unnecessarily
随手关闭水龙头,不必用热水就不用

8 Reuse used Infrasys single and duplicable double layer paper rolls to make note pads for staff
双联与单联打印纸, 制成记录本供员工使用
重复利用杯盖

9 Close all refrigerators` door omnivorously , as well all ice machines` cover board
随手关闭冰箱冷柜的门与制冰机盖板

10 As much as possible using of napkin instead of paper napkins
尽量使用面巾, 以减少纸巾的使用(咖啡厅)

11 Use reusable paper for all internal purpose

内部使用可重复利用的纸张

12 Room Service takes back fruits amenities from guest rooms, and must send to kitchens and bars for other purpose if quality is acceptable
送餐部从客房收回的水果,如无裨上的问题,必须送给厨房与酒吧用于其它用途

13 Superfluous hot coffee/tea can be used for iced tea or coffee
多余的热咖啡/茶可用于制作冻咖啡/茶

14 The lemon used for cold lemon tea can be used for washing dishes
冻柠檬茶用过的柠檬角,可以用于浸泡餐具

Checked and signed by 检查：

Outlet Manager 部门经理：

Verified and signed by 审核：

Director of F&B 餐饮经理/总监：

*Please put a tick if completed 请在完成的项目栏中划对号.

LOBBY LOUNGE BEST PRACTICES TMPTEMENTATION RECORD
大堂酒廊最佳操作规程实施记录（1-6月）
ITEM
JAN
FEB
MAR
APR
MAY
JUN
1 All air-conditioners are switched on only one hour ahead daily operation is beginning
餐厅的空调系统电源在营业前一小时才能打开

2 All electrical appliances are switched off when not in use

所有电器不用时需关掉电脑

3 All chandeliers are turned off during the day

吊灯在白天可以不用

4 Switched off lights after use

不用时关灯

5 Unused individual sachest/container from tables are not thrown but reused after checking
将餐桌上客人未用过的单包装的物品重新储存,检查后再利用不丢掉

6 Turn off all lighting bulbs after daily operation is finished
每日营业结束以后关闭所有照明电源

7 Reuse of glass covers

杯盖的重复使用

8 Unused paper napkins to be collected back for recycling

餐巾纸的重复使用

9 Reuse of coasters

杯垫的重复使用

10 Reuse of cocktail picks

搅棒的重复使用

11 Reuse of used match boxes

果签的重复使用

12 Reuse of used match boxes

火柴盒的重复使用

13 Shut off the water tap omnivorously, do not use hot water wherever it is unnecessary
随手关闭水龙头,不必用热水就不用

14 Reuse used infrasys single and duplicate double layered paper rolls to make note pads for staff
随手关闭冰箱冷柜的门与制冰机盖板

15 Use reusable paper for all internal purpose

内部使用可重复利用的纸张

16 Superfluous hot coffee/tea can be used for iced

多余的咖啡/茶可用于制作冻咖啡/茶

17 Warmers should be turned off after close lobby lounge

加热器在大堂吧关门后关闭

18 The lemon used for cold lemon tea can be used for dish washing
冻柠檬茶用过的柠檬角可用于泡餐具

Checked and signed by 检查：

Outlet Manager 部门经理：

Verified and signed by 审核：

Director of F&B 餐饮经理/总监：

*Please put a tick if completed 请在完成的项目栏中划对号.

Hotel Orientation Schedule of August 2003
饭店入职培训计划

AUG26
0900-0920
Get to Know You
破冰
Training Dept

0930-1120
SLIM Introduction
集团介绍
Training Dept

1130-1140
EXCOM Introduction
管理人员介绍
EXCOM

1140-1200
GM Speech
总经理发言
QM

1300-1330
Warm up Exercise
暖身活动
Training Dept

1330-1430
Grooming & Hygiene
仪容仪表
Training Dept

1430-1545
Product Knowledge-Rooms
房务部介绍
Room Team

1545-1630
Product Knowledge-F&B Service
餐饮部介绍
F&B Team

1630-1700
Finance Introduction
财务部介绍
FC

1700-1730
S&M Introduction
销售部介绍
DOM

AUG27
0900-1010
Customer Delight Program Introduction /
Excellent Service in Rasa Ria Resort
令客人喜出望外计划
Training Dept

1020-1100
Employee Handbook
员工手册
HRM

1100-1200
HR Philosophy
人力资源部介绍
HRM

1300-1330
Warm up Exercise
暖身活动
Training Dept.

1330-1500
Fire & Emergency Procedure
紧急措施
Chief Engineer

1500-1530
Hotel Security
饭店保安
Security Manager

1540-1620
Telephone Courtesy
电话礼仪
Training Dept.

1630-1730
Hotel Tour
饭店介绍
Training Dept.

AUG28
0900-0950
Golden Circle Program
金环计划
Christina Lin

1000-1050
Strategic Plan
战略计划
Training Dept.

1100-1200
Vision & Guiding Principle
远景目标
Training Dept.

AUG29
1300-1330
Team Building
团队合作
Training Dept.

1330-1400
Shangri-La Food Safety
Management System
香格里拉食品
安全管理体系
Hygienist

1405-1505
Basic English Training
基础英s文
Training Dept.

1510-1630
Product Knowledge Quiz & Feedback
产品知识测试
Training Dept.

0900-1730
Shangri-La Care I
香格里拉翔I
Angels

JOB DESCRIFTION
SECTION ONE JOB OUTLINE

Job Title

Service Associate
Department

Food and Beverage-Service
Reports Directly To:

Food and Beverage
Job Code

FBSA
Job Grade

5
Reports Directly To:

Service Manager
Supervises

Other Relationships:
Kitchen Security
Stewarding Finance
Housekeeping Front Office
Engineering Human Resources

Job Summary/Purpose:
To upsell and provide food and beverage services in accordance with the policies and guidelines of the hotel. Delights our customers by providing them with the highest possible service excellence.

Key Areas:
1. Multi Skilling 3. Training
2. Customer Relations 4. Environment Awareness

Prepared by:

Approved by:

Date:

Updated by:

Approved by:
Date:

JOB DESCRIPTION
SECTION TWO KEY ARFAS

Job Title Service Associate

RESPONSIBILITIES
ACTIVITIES
1. Multi Skilling
Hostessing:
a. Answering of telephone calls according to the minimum standards.
b. Takes reservations and coordinates booking.
c. Welcoming and greeting guests.
d. Thanking guest upon departure .

Waitering/waitressing:
a. Seating the guests.
b. Presenting the menus.
c. Taking drink orders.
d. Serving beverages.
e. Taking food orders.
f. Serving plated food.
g. Clearing plates and glasses.
h. Changing ashtrays.
i. Serving dessert.
j. Serving after dinner drink, coffee or tea.
k. Checking guest satisfaction.
l. Presenting bills.

Bartendering:
a. Prepares bar for opening.
b. Check the opening/closing stock level and
record inventories for requisitions.
c. Report all discrepancies in appropriate.
e. Cleans and refill ice bins.
f. Ensure bar area is clean and dry at all times.
g. Prepares all drinks as per recipes with correct glass wares.
h. Closing the bar and completes daily reports.

Cashiering:
a. Receives float money at the beginning and deposit at the end of duty in accordance with hotel policy.
b. Record all food, beverage and miscellaneous sales accurately.
c. Ensure all kinds of transactions are verified. and cleared appropriately in Infrasys system.

JOB DESCRIPTION
SECTION TWO KEY ARFAS

Job Title Service Associate

RESPONSIBILITIES
ACTIVITIES
2. Customer Relations

3. Training

4. Environment Awareness
a. Handles all interactions with a smile, calm and courteous manner.
b. Attend to guest’s needs and requirements promptly.
c. To check customers satisfaction during meal period.
d. Ensure service sequence is accorded to the convenience of the guests.
e. To Demonstrate respect, humility, courtesy, and helpfulness through sinceriyt.
f. To achieve customer loyalty through delighting the customers by practicing recognition, anticipation, flexible and recovery service.

a. To attend all personal development classes assigned or nominated.
b. To participate food and beverage menu knowledge session weekly.
c. Consistently practice guiding principles achieving customer delight.

a. Reduces waste and re-use as much as possible.
b. Recycles whenever possible.

HOW TO INTRODUCE ITEMS & DISPLAY

Each Step must include: Demonstration, Explanation, Questions and asking the Trainee if he/she has any question before they repeat the step by themselves .

TASK BREAKDOWN

Task: How to introduce salad, dessert and display.
Job Title: Waiters/Manager/Assistant/In-charge/Hostess

STEP
INVOLVEMIENT
(Questions relating to the standards-begin with who/what/where and how)
STANDARD
(Measurable/Observable)
1. PREPARATION
What should you know about it?

What else should you know?

What are they?

n Names of products
n The prices of the products
n The ingredients or the components
n The preparation and the cooking method

n The items that change daily

n Ice creams
n Salad
n Fresh juices
n Meats
2. Introduction
When do you explain to the guests the items or the display?

Is there an exception for not explaining it to the guest?

How do you introduce?

What could you use instead of Sir/Madam?

What is very important when presenting the item/display?

n When you excort the guest to the table

n No and No

n Sir/Madam, let me introduce you…, as you can see we have different meat dishes, wines served by the glasses.

n Guest’s name

n Clear voice and no hesitation

How to introduce items & display

What to important your posture while explaining?

What body language should you use ?
How far from the guest should you stand?
n Smile
n Stand straight
n Face guest
n Posture
n Distance
n Eye contact
3. Explain the display
What words should be used?
n Our special tonight, is the roasted turkey served with garlic potato or sir/Madam this is our wine display. We have a selection of Australian Chardonnay and Hatten Rose for 25 dollars

UP-SELLING

5. Handling difficult situation in up-selling
What happens if the guest refuses to your suggestion?

What do you do if the guest complains about the price of the item you suggest?

What do you do if the guest doesn’t want any suggestion?

When the food is served , what is important for you to know?

n Suggest another item
n If the guest says”no”
Twice , stop up-selling

n Suggest a less expensive item

n Apologize
n Offer to come back later

n To know the guest feedback
n To improve your up-selling skills
Any question?
Trainee does so far

UP-SELLING

Each Step must include: Demonstration, Explanation, question and asking the Trainee if he/she has question before they repeat the step by themselves.

TASK BREAKDOWN

Task: How to Up-sell? Job Title: Waiters/Mangers/Assistant
In-charge/Hostess

STEP
INVOLVEMENT
(Question relating to the standard—begin with who/what/where/how)
STANDARD
(Measure/Observe)
1. Up selling
What do you mean by the word Up selling?

What is the advantage of Up selling?

What do we mean by salesmanship?

n Offering items to the guest with the objective to sell more that what the guest wants originally

n Increase sales and profit
n Increase job satisfaction
n Be proud of what you succeed in up selling

n Increase communication with the guest and his satisfaction

n Good knowledge of the product
n Good skills of up selling and communication friendly attitude
2. Openin