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1、 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) assi
2、gned 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1
3、5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 guide
4、lines (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-
5、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
6、 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 T
7、ea 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 Furni
8、ture 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
9、 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-0
10、15 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
11、 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
12、 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 guidelin
13、es (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
14、 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 Confirmatio
15、n 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
16、 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
17、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 p
18、osition 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 Page : 1 of 1 页数： 第一页 Objective: To ensure that each new Howard
19、 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
20、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
21、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 wil
22、l 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
23、 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 traine
24、r 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
25、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 & Beve
26、rage Director 日期： 2007年8月 发布： 餐饮部总监 Page : 1 of 1 页数： 第一页 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
27、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 com
28、pensation 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 operatio
29、ns, 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 Departmen
30、tal 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
31、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 Page : 1 of 1 页数： 第一页 Objective: To ensure that each department has prepared one month ahe
32、ad 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 depa
33、rtment 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
34、 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 a
35、ttached 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 m
36、inimum 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
37、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.
38、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 F
39、ood 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 Thu
40、rsday 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
41、 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 **
42、 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
43、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 2
44、6 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:
45、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 Page: 1 of 1 页数：第一页 --------------------------------------------------------------------------------------------------------------------- Objective: To ensure that e
46、ach 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.
47、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
48、 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 tea
49、ch 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
50、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 Page : 1of1 页数 ：第一页 Objective: To ensure efficient monthly department meetings a
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