康莱德餐饮部标准运作程序.docx

Standard Operating Procedures
标准操作程序

Food and Beverage
Division

餐饮分工

Standard Operating Procedures
标准操作程序

Food and Beverage Training related:
FB-Training-001 Department orientation checklist for the first 30 days of each position
FB-Training-002 Departmental trainer(s) assigned for each department
FB-Training-003 Monthly daily 15 Minutes training plan per department
FB-Training-004 “Buddy” system for first one month for each new hire
FB-Training-005 Monthly Departmental meetings
餐饮部培训涉及：
餐饮部培训-001 部门前30天职位定位的清单。
餐饮部培训-002 部门的培训员安排各自部门的培训工作。
餐饮部培训-003 部门每月每日15分钟的培训计划。
餐饮部培训-004 为新雇佣的每一位员工制定伙伴培训。
餐饮部培训-005 每月的部门 会议。
Food and Beverage Service related:
FB-S-006 Certification and SERVSAFE training
FB-S-007 Brand Standards Audit / Checklist (Self Audit)
FB-S-008 Audit Responsibility for controllers (Self Audit)
FB-S-009 VIP Arrival Package guidelines (International)
FB-S-010 Beverage Brand Standards training
FB-S-011 Reservations for F & B Outlets
FB-S-012 Food and Beverage Complaint Handling
FB-S-013 Daily Linen Pick Up and Delivery
FB-S-014 Rags Policy
FB-S-015 Taste Panels
FB-S-016 R/S Tray Delivery and P/U Procedures
FB-S-017 Distribution of Tips
FB-S-018 Sales of Tobacco
FB-S-019 Ordering of Cakes for Guests
FB-S-020 Guest Damage in F & B Outlets
FB-S-021 F & B Discount Card Program
FB-S-022 Dress Code for F & B Outlets
FB-S-023 Hours of Operation
FB-S-024 Competitive Shopping
FB-S-025 Ordering of flowers for guests
FB-S-026 Ordering of food
FB-S-027 Checking of the Cashier’s Work at End of each shift
FB-S-028 Payment Procedure – Lobby Lounge
FB-S-029 Corkage Charge
FB-S-030 Service Charge on Take Away Items
FB-S-031 Turndown Set-up and Delivery
FB-S-032 Morning Complimentary Tea and Coffee
FB-S-033 VIP Chinese Private Dining Room (PDR) set-up
FB-S-034 Opening & Closing Check List (To be drafted by department heads)
FB-S-035 Beverage Requisitions
FB-S-036 Standard Procedure for Ordering Beverage
FB-S-037 Beverage Standard for measurement
FB-S-038 Banquet Furniture Layout
FB-S-039 Handling of Conference/Banquet Deliveries
FB-S-040 Use of Executive Lounge
FB-S-041 Accounts and Report Procedures
FB-S-042 Confirmation of Banquet Event Order Details
FB-S-043 Checking the Work Environment
FB-S-044 Take Away Items Policy
FB-S-045 Recycling Process
FB-S-046 Table Top Photographs
FB-S-047 Stock Taking
FB-S-048 Welcome Drink Coupons
餐饮部服务涉及：
餐饮服务-006 证明及服务培训
餐饮服务-007 品牌标准审核/清淡（自我审核）
餐饮服务-008 管理员的职责审核（自我审核）
餐饮服务-009 贵宾到达行李指导方针
餐饮服务-010 饮料品牌标准培训
餐饮服务-011 餐饮部各部门预定
餐饮服务-012 餐饮部投诉处理
餐饮服务-013 日常布草的撤换和送洗
餐饮服务-014 碎布方针
餐饮服务-015 尝味员
餐饮服务-016 服务托盘的传递和使用程序
餐饮服务-017 小费的分发
餐饮服务-018 烟草的销售
餐饮服务-019 为客人预定蛋糕
餐饮服务-020 餐饮部的客户赔偿
餐饮服务-021 餐饮部折扣卡的计划
餐饮服务-022 为餐饮部各部门制定代码
餐饮服务-023 操作时间
餐饮服务-024 竞争的购买
餐饮服务-025 为客人定鲜花
餐饮服务-026 预订食物
餐饮服务-027 在每天下班时检查收银员的工作
餐饮服务-028 付款方式——大堂休息室
餐饮服务-029 开瓶费
餐饮服务-030 带走条款中的服务费
餐饮服务-031 换下摆台并发送
餐饮服务-032 慰问开茶或咖啡
餐饮服务-033 中式贵宾私人饭厅摆台
餐饮服务-034 打开或关闭检查清单（由部门主任拟草稿）
餐饮服务-035 饮品需求
餐饮服务-036 饮料预定的标准程序
餐饮服务-037 饮品标准量度
餐饮服务-038 宴会家具布局
餐饮服务-039 处理会议及宴会服务的发货
餐饮服务-040 使用行政走廊
餐饮服务-041 账目及汇报程序
餐饮服务-042 确认宴会预定事项的细节
餐饮服务-043 检查工作环境
餐饮服务-044 取走项目方针
餐饮服务-045 回收程序
餐饮服务-046 桌面图片
餐饮服务-047 存货的取用
餐饮服务-048 饮料优惠券
Food and Beverage kitchen related:

FB-K-001 Certification of Food handlers
FB-K-002 Self Audit Brand Standards Audit / Checklist (Self Audit)
FB-K-003 Audit Responsibility for controllers (Self Audit)
FB-K-004 VIP Arrival Package guidelines (International0
FB-K-005 Taste Panels
FB-K-006 Ordering of cakes for guests
FB-K-007 International Associate Discount program
FB-K-008 Hours of Operation
FB-K-009 Competitive Shopping
FB-K-010 Standard Operating Procedure for ordering food
FB-K-011 Service charge on take away items
FB-K-012 Turndown Set-up and Delivery
FB-K-013 Morning Complimentary Tea and Coffee
FB-K-014 Opening & Closing Check List (To be drafted by headchefs)
FB-K-015 Beverage Requisitions
FB-K-016 Standard Procedure for Ordering Beverage
FB-K-017 Use of Executive Lounge
FB-K-018 Confirmation of Banquet Event Order Details
FB-K-019 Checking the Work Environment
FB-K-020 Take Away Items Policy
FB-K-021 Recycling Process
FB-K-022 Table Top Photographs
FB-K-023 Stock Taking
厨房餐饮涉及;
餐饮部厨房-001 食物处理证明
餐饮部厨房-002 品牌标准自我审核标准清单
餐饮部厨房-003 管理员的职责审核
餐饮部厨房-004 贵宾到达行李指南
餐饮部厨房-005 尝味员
餐饮部厨房-006 为客人预定蛋糕
餐饮部厨房-007 员工折扣计划
餐饮部厨房-008 操作时间
餐饮部厨房-009 购买竞争
餐饮部厨房-010 预定食物的标准操作程序
餐饮部厨房-011 带走条款上的服务费
餐饮部厨房-012 换下摆台并发送
餐饮部厨房-013 慰问开茶及咖啡
餐饮部厨房-014 打开或关闭检查清单（由部门主任拟草稿）
餐饮部厨房-015 饮品需求
餐饮部厨房-016 预订饮品的标准程序
餐饮部厨房-017 使用行政走廊
餐饮部厨房-018 确认宴会预定事项的细节
餐饮部厨房-019 检查工作环境
餐饮部厨房-020 取走项目方针
餐饮部厨房-021 回收程序
餐饮部厨房-022 桌面图片
餐饮部厨房-023 存货的取用

Food and Beverage general related:
FB-G- 001 Associates Cafeteria
餐饮概要涉及：
餐饮部概要-001 与自助餐厅相结合

LOCAL STANDARD OPERATING PROCEDURE
当地的标准操作程序
Subject: Departmental orientation checklist for the first 30 days of each position
题目; 部门前30天职位定位的清单

LSOP No : FB-Training-001 Effective Date : Prior to the hotel opening
当地标准操作程序编号：餐饮部-培训-001 有效日期：酒店开张之前
Date : August 2007 Issued By : Food & Beverage Director
日期：2007年8月

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Objective: To ensure that each new Howard Johnson associate undergoes a structured welcome process and introduction to his or her new department. To teach and ensure each associate understands the departmental working procedures, Howard Johnson philosophy and will be able to work effectively in the team after the 30 days period.
目标： 确保每一个与**有联系的下属机构的新进人员在各自部门的欢迎过程和介绍。教导并确保每一员工对部门工作程序的了解。**的观念将会使30天后的团队工作更加有效。
Policy: It is the policy of hat each new associate will sign off after the first 30 days of orientation together with his/her respective manager and departmental trainer the departmental orientation checklist. This list to be counter signed by the F&B director / Executive Chef and Director of HR and kept on file in the HR office
政策: 与每一个新员工的互动将在开始的30天后停止，与各自的经理和部门的培训者一起定位审核清单。这张清单如同餐饮总监或行政主厨或人力资源总监安排的计算器，保存在人力资源部的办公室。
It is the responsibility of the departmental trainer and department head that each new associate will receive this important first 30 days orientation training.
让每个新进人员接受这项重要的定位培训是部门培训者和部门领导的职责。
Procedures:
程序：
1 Each department head is responsible to draft his department 30 days Orientation checklist(s) for each respective position. These list(s) to be reviewed with the F&B director and HR Director.
每个部门的领导有责任去拟写他部门各个岗位的定位核查清单。餐饮部总监和人力资源总监将会接收到这些清单。
2 The departmental Training Manager(s) to fully understand each point on the list
部门培训经理应熟知清单上的每一点
3 The list to be made bi-lingual
清单必须是两种语言的
4 Each new associate has to sign of with the Department Head and Departmental trainer the orientation checklist latest 35 days after the new hire started
在新雇用开始的35天内，每一项新的合作必须由部门领导或部门培训者在定位核查清单上签名。
5 The 30 days Orientation checklist to be counter signed by the F&B director / Executive chef and DOHR and to be filed in the HR office.
这30天的定位核查清单如同餐饮部总监/行政主厨/人力资源总监安排的计算器，存
放在人力资源办公室。

LOCAL STANDARD OPERATING PROCEDURE
当地标准操作程序
Subject: Departmental trainer assigned for each department
题目：部门培训者安排各自的部门

LSOP No : FB-Training-002 Effective Date : Prior to the hotel opening
当地标准操作程序: 餐饮部-培训-002 有效日期： 在酒店开张之前
Date : August 2007 Issued By : Food & Beverage Director
日期： 2007年8月 发布： 餐饮部总监
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Objective: To ensure that each department has one appointed person who is the key person to monitor and schedule various on the job trainings. Please note that ultimately the department head and his management team are responsible for trainings.
目标： 确保每一个部门指定一个关键的人去监控和安排各种工作培训。请基本记录部门的领导及他的管理团队培训的责任。
Policy: It is the policy of the ** that each department has an appointed departmental trainer who is the key person for training related subjects.
政策: 每一个部门指定一个关键的培训者负责培训有关的科目，这是**的政策。
Compensation:
赔偿：
An appropriate compensation package will be developed for the departmental trainers to cover additional time spend on training etc.
(To be reviewed with DOHR and management team)
部门培训者掩盖利用额外的时间来培训，一旦被揭露将做出适当的赔偿。
Procedures:
程序：
1 Due to the opening of the hotel, particular in the first six months of operations, the department head, assistant manager(s) and team leader(s) have to play an active role to support the departmental trainer
由于酒店的开张，特别是在前六个月的运作期。部门的领导，经理助理，团队的领导不得不扮演一个积极的角色去支持部门的培训者。
2 The department head to recommend one or two persons out of his/her respective team to become the Departmental Trainer(s).
部门领导在各自的部门推荐一到两个人成为部门培训者。
3 The departmental trainer to be familiar with the department and to be at least on a team leader level
部门的培训者熟悉其部门，至少在团队中处于领导水平。

LOCAL STANDARD OPERATING PROCEDURE
当地标准操作程序
Subject: Monthly “Daily 15 minutes training plan”
题目：每月日常15分钟的培训计划

LSOP No : FB-Training-003 Effective Date : Prior to the hotel opening
当地标准操作程序：餐饮部-培训-003 有效日期： 在酒店开张之前
Date : August 2007 Issued By : Food & Beverage Director
日期： 2007年8月 发布： 餐饮部总监
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Objective: To ensure that each department has prepared one month ahead a daily 15 minutes training plan for the upcoming month. The daily 15 minutes training plan for that particular month to be displayed at a visible place for all associates.
目标： 确保每一个部门提前一个月准备下一个月的每日15分钟的培训计划。这份日常15分钟的培训计划将详细地陈列所有的合作在一个看得见的地方。
Policy: It is the policy of the ** that each department has a daily 15 minutes training plan prepared for the upcoming month and that DAILY 15 minutes of training will be conducted.
每个部门为下个月的每日15分钟培训计划做好准备，这是**酒店的政策。每日15分钟的培训计划将被执行。
Procedures:
1 Each department to prepare its own training topics for the upcoming month for the daily 15 minutes training.
2 At the 15th of each month the next month 15 minutes daily training schedule to be submitted to the F&B office and HR office
3 Please use attached layout for the monthly schedule.
4 Mention clearly for each day who will conduct the training and if possible the time
5 Fill out the attached daily 15 minutes training attendance record form.
6 Daily 15 minutes attendance record form to be filed in a separate file and to be submitted to the F&B office daily together with the logbook.
7 Although each department head can determine his/her training topics for the upcoming month a minimum of the below topics has to be listed in each monthly 15 minutes daily training schedule.
程序：
1 每一个部门为下个月的每日15分钟培训准备好自己的题目。
2 餐饮部办公室和人力资源办公室需服从每月及下个月15号的每日15分钟的培训安排。
3 请将每月的安排付诸于行动。
4 填写好每日15分钟的培训出席记录表。
5 如果时间允许的话，清楚地提醒员工执行培训内容。
6 每日15分钟的培训出席记录表将被保存在独立的文件夹内并与餐饮部办公室的日志放在一起。
7 即使每个部门的领导将决定即将来临的下个月的他/她的培训题目，但以下的题目必须列入每月15分钟日常培训的安排中。
Topic
题目
Minimum times to be trained per month
每月需培训的最少时间
Us versus the competition
我们面对的竞争
How are we doing?
我们做的如何？
How is the competition doing?
对手做的如何？
Competitor promotions
竞争者的进步
2 times a month to be taught
每个月被教育两次
** S.O.P and L.S.O.P review
**的标准操作程序和当地标准操作程序的评论
8 times a month to be taught
每个月被教育八次
** Balance Score card results:
(GSS, OAS, Revenue, Market Share)
**平衡计分卡片结果
（顾客服务满意度，收入，市场份额）
4 times a month to be taught
每个月被教育四次
** Brand Standards Review
**品牌标准评论
2 times a month to be taught
每个月被教育两次

(See Food and Beverage 15 minutes Daily Training Calendar format next page)
（翻看日历形式的餐饮部每日15分钟的培训）

Food and Beverage 15 minutes Daily Training Calendar
餐饮部每日15分钟培训日历
Month: January 2003 (Sample format)
月份：2003年1月（样式）
Week / Theme
周次/题目
Sunday
星期日
Monday
星期一
Tuesday
星期二
Wednesday
星期三
Thursday
星期四
Friday
星期五
Saturday
星期六
Week 1
第一周
Balance Score-card results
平衡计分卡片结果
GSS results
客户服务满意度
AOS results

Market Share
市场份额
Revenue/budget
收入/预算
(Minimum 4 times each month)
（每月至少四次）

1

Balance score card
平衡计分卡片结果
2

S.O.P
标准操作程序
L.S.O.P
当地标准操作程序
3

Us versus
竞争对手
Competition
竞争
3
Week 2
第二周
Us – versus competition!
与我们竞争的对手
How are we doing?
我们做的如何？
Competition results?
竞争的结果
Competition promotions?
竞争的提升
Our competitor set?
我们竞争对手的装置
(Minimum 2 times each month)
每月最少两次
5
6

S.O.P
标准操作程序
L.S.O.P
当地标准操作程序
7

**
Brand Standards
**品牌标准
8
9

Balance score card
平衡计分卡片
10

S.O.P
标准操作程序
L.S.O.P
当地标准操作程序
11
Week 3
第三周
Review of:
复习：
** S.O.P
**标准操作程序
L.S.O.P
当地标准操作程序
(Minimum 8 times each month)
每月至少8次
12
S.O.P
标准操作程序
L.S.O.P
当地标准操作程序
13

14
Balance score
Card
平衡计分卡片
15
S.O.P
标准操作程序
L.S.O.P
当地标准操作程序
16

17
18
Week 4
第四周
Review of:
复习：
** Brand Standards
**的品牌标准
(Minimum 2 times each month)
每月至少2次
19
20

21
22

S.O.P
标准操作程序
L.S.O.P
当地标准操作程序
23
24

Balance score
Card
平衡计分卡片
25

S.O.P
标准操作程序
L.S.O.P
当地标准操作程序
Week 5
第五周

26
27

**
Brand
Standards
**品牌标准

28
29

Us versus
竞争对手
Competition
竞争
30

S.O.P
标准操作程序
L.S.O.P
当地标准操作程序
31

Local Standard Operating Procedure
当地标准操作程序
Subject: Buddy system for each new hired associate
题目：与每一位新员工的伙伴关系

LSOP No: FB-Training-004 Effective date: Hotel opening
当地标准操作程序号码：餐饮部-培训-004 有效日期： 酒店开张
Date: August 2007 Issued by: Director of F&B
日期; 2007年8月 发布： 餐饮部总监
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Objective: To ensure that each new associate feels “welcome” and integrates fast into the new team.
目标： 确保每一位新同事感受到受欢迎并很快地融入到新的团体中。
Policy: It is the policy of the ** that each new hired associate will have a “buddy” attached to him/her for at least the first 14 days
政策： 每一个新来的同事将在至少前14天内，接受一个伙伴培训计划。
Procedure:
程序：
1. Department head assigns an appropriate Buddy for each new hired associate
部门领导将为每一个新的同事安排合适的伙伴培训。
2. The “Buddy” to follow the same schedule as the new associate for at least the first two weeks
作为新的员工在至少前两周内要服从同样的安排。
3. The “Buddy” responsibility is to show the new associate around, introduce him/her to others and to dine for at least the first week with the new associate to ensure that the new associates integrates fast and efficient into the team
伙伴培训的责任在于带新的同事到处看看，介绍他/她给其他人，至少在一周内与他/她一同吃饭，确保新员工快速，有效地加入团队中。
4. Together with the Departmental trainer the Buddy responsibility is to teach the new associate the in’s and out’s of the department based on the departmental orientation schedule for the first 30 days of each position.
根据每一个职位前30天的定位安排，与部门培训者一起，其伙伴有责任去教导新的同事有关部门内部与外部的事项。

Local Standard Operating Procedure
当地标准操作程序
Subject: Monthly Department Meeting
题目：每月部门会议
LSOP No : FB-Training-005 Effective Date : Hotel opening
当地标准操作程序：餐饮部-培训-005 有效时间: 酒店开张
Date : August 2007 Issued By : Food & Beverage Director
日期 :2007年8月 发布 ：餐饮部总监
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Objective: To ensure efficient monthly department meetings a