1、五星级酒店餐饮部咖啡厅操作手册sop 五星级酒店餐饮部咖啡厅操作手册介 绍Food and Beverage is a hugely diversified Department that has to cater to guests varied needs in a polite friendly and professional manner while at the same time striving for optimum profitability餐饮部是一个大部门它要在同一时间迎合客人在礼貌友好专业态度上的不同要求同时追求最佳的效益As the public becomes m2、ore knowledgeable the demand upon the Food and Beverage Department to satisfy their needs becomes a greater challenge To meet this challenge we need to provide our guests with a quality of service and product that is second to none 当相关政策被人们所广泛熟悉的同时餐饮部在满足客人的需求方面遇到的极大的挑战为了迎接挑战我们唯一能做的就是给我们的客人提供高质量的服务和产3、品To achieve this the Food and Beverage Department needs to set standards for quality of service and product 为了实现这一目标餐饮部制定了一系列有关服务和产品的标准This manual has been structured in a user-friendly format Giving various job descriptions and job list with tasks and service standards relevant to that position这些准则4、有相当友好的界面格式对不同的工作岗位进行了描述列出了每个岗位的工作职责以及相关了服务标准The main objective of EZ cafe is to contribute to the profitability of the Food Beverage Department as well as to maintain a standard of performance that is expected in the entertainment industryEZ咖啡厅的主要目标是在给餐饮部尽可能创收的同时也要保持消费行业的服务水准APPEARANCE AND GROOMING仪5、容仪表OUR GOOD IMAGE BEGINS WITH YOU树立良好形象As a staff of EZ cafe you play a vital role in shaping the public image and reputation of one of Shanghri-Las best restaurants作为EZ咖啡厅的一名员工你所树立良好大众形象及声誉对于这一香格里拉大酒店最好的餐厅起着致关重要的作用Providing good service the kind of service that makes people want to return again and6、 again entails much more than simply knowing your job The Hospitality Industry places special demands on personal qualities and conduct that few other industries require提供良好的服务这种服务能够使顾客乐意再来而不是对你的工作只停留在简单的表面认识上比其他的行业酒店业对于个人的品德和操守的有特别的要求You have been employed for your specific job because we believe t7、hat you possess special skills and qualities which will make you an asset to the company The following guidelines will assist you in achieving your personal presentation and grooming which will ensure that you project the professional image that our guests expect你现在所从事的是一项特别的工作因为我们相信你具有特殊的技能这也是你加入我们8、公司的原因以下的这些规定将会帮助你实现个人仪容仪表的塑造以确保你能建立起客人所希望的形象IMAGE vs LOOKS形象和外表The EZ cafe image deals with two major aspects of an individualEZ咖啡厅的形象由两个方面构成Presentation - which entails appearance and grooming外表 - 包括外表和装饰Conduct - which covers behavior attitude and etiquette操作 - 包括行为态度和礼仪Certain codes and guideline9、s have been outlined in this manual to help you formulate your own way of responding to situations that arise while you are working这一手册中已列出了相关的规则可以帮助你在应对相应的工作情况By following these guidelines and by bearing in mind at all times that our guest is the most important person you will be able to offer the 10、highest standard of service possible只有准守这些准则时刻把客人是最重要的牢记在心才能尽可能地为客人提供最高标准的服务You are an important image-maker This manual will help you believe in your own abilities to enable you to bring out the best in yourself in order to develop self-confidence Not only will you add incalculable value to our res11、taurant moreover will enable you to build a rewarding career within the company你是致关重要形象树立者这个手册将让你相信自己能把自己塑造到最好从而建立自信心这不仅能为酒店增加不可估量的价值而且能将对你在公司中的职业生涯大有益处PERSONAL APPEARANCE个人外表It is a fact of life that people form their first impression of others from their outward appearance as a member of the Hospi12、tality Industry Initially physical appearance counts more than in most fields Employees in this industry work in highly visible jobs circulating amongst discerning guests作为酒店业的成员人们总是通过他人的外表来建立对别人的第一印象的外表在一开始要比任何许多方面都重要酒店行业的员工从事的是一种门面性的工作他的周围有着许多带有鉴赏眼光的客人A smartly dressed well-groomed employee who ha13、s made the most of his physical appearance immediately sways our guests一个穿着得体仪表端庄的员工将会给客人留下很好的印象Slovenly or careless grooming outlandish or extreme hairstyle make-up and accessories will create a low-grade impression to our guests相反的外表懒散头发不修边幅不得体的化装和首饰都将给我们的的客人留下不好的印象As an employee you are assigned 14、specific tasks and responsibilities In addition to these tasks you are an ambassador of goodwill You are expected to become competent in promoting good guest relations on certain levels作为一名员工除了肩负特有的责任和任务以外你还应是一位亲善大使具有提升和客人的良好关系的能力The following personal presentation code outlines the grooming standar15、ds expected for all employees一下是针对所有员工的着装准则If any aspect of the personal presentation code seems incomprehensible to you do not hesitate to discuss them with your Department Head如果你对里面的任何方面有什么不理解的请不要犹豫可以和你的部门领导共同探讨GROOMING着 装All employees must observe the following所有的员工必须遵守以下规定Uniforms must be worn 16、on duty当班的时候必须穿制服Staff may keep a set of uniforms in their lockers They are held responsible for taking care of the uniforms issued to them These are to returned to the Uniform Issuance Dept when they go on leave and should not be brought home 员工可以在自己的柜子里留一套制服必须妥善保管制服当他们离岗时必须制服交还给制服保管部门而不能带回家No badg17、es ornamental buttons or jewelry and lavish accessories should be worn on the uniform unless issued by the company不能戴徽章装饰性的纽扣首饰多余的配件必须放在公司制服里面PERSONAL HYGIENE个人卫生Good personal hygiene habits must be observed at all times A daily shower is essential along with the use of an effective deodorant or ant18、i-per spirantOral hygiene is also essential Your programme should include regular brushing and flossing of teeth and use of a mouthwash or breath mints before or during your shift口腔卫生也很重要你必须有规律地刷牙在当班前或是当班过程中使用漱口水或是口气薄荷喷雾剂SKIN皮肤A clear complexion is important If you have acne dry skin or other skin d19、isorders seek advice from a skin care consultant Other conditions such as cold sores impetigo and tinesa are not only unsightly they can be contagious If you suspect that you have a skin disorder consult our Medical Department immediately有干净的肌肤很重要如果你有痤疮皮肤干燥或是其他肌肤问题要去咨询皮肤顾问寻求解决有些状况如感冒疮脓疱病不仅不好看而且会传染如果20、你怀疑你有皮肤问题请到我们的医药部门查询UNIFORMED MALE EMPLOYEES穿制服的男员工HairMust be neat and tidy at all times The style should be contemporary but never extreme Hair length must not extend past the bottom of the earlobe collar or eyebrows必须时刻保持干净整洁发型可以是时尚的但不能过于夸张头发的长度不能过耳垂及领口留海不能过眉毛Sideburns are acceptable provided the21、 length does not exceed past the bottom of the earlobe and the style is not extreme胡子的长度不能过耳垂造型不能太夸张要让人能够接受Extreme styles such as shaved scalps rat tails and dreadlocks are not permissible所有古怪的造型如理光头留小辫子或长发绺都是不允许的Styling gels and hair tonics may be used to ensure that hair ends remain in place发胶及护发素22、不要使用太多Your hair colour should look natural If highlights or colourings are used they should enhance your hair subtly and naturally Extreme fashion colours are not allowed头发的颜色看上去要自然如果挑染或是染发要让你的头发看上去自然细致夸张的颜色是不允许的Wigs and hairpieces are permitted provided they meet the above requirements如果假发及假眉毛符合以上的23、标准是允许使用的Facial Hair面部的清洁A well-shaven face is essential Beards are acceptable if kept neat and well trimmed Beards should be grown in your own time Two or three day growth is prohibited有清洁的面部很重要胡须如果能修剪平整是允许的根据个人的情况对胡须进行修剪一般不能超出两到三天Moustaches are also acceptable but must conform to the standards list24、ed below留鬓角必须符合以下的标准Neatly trimmed and clipped修剪平整No narrower than 12 mm宽度不小于12毫米The horizontal width and downward drop may not extend more than 12mm beyond the corners of the mouth离嘴角四周不能少于12毫米Fingernails手指甲Must be clean and neatly trimmed at all times手指甲要随时保持干净修剪平整Scent体味Cologne or after-shave if 25、used should be subtle It should not clash with your deodorant soap or talc可以使用一些古龙香水或是须后水这不和你所使用的除臭剂香皂或是滑石粉相冲突Jewelry 首饰No earrings are permitted If a necklace is worn it must be kept inside the shirt A single bracelet and dress ring either silver or gold may be worn不允许带耳环如果有戴项链必须把它藏在衬衫的里面只能佩带一只手镯或戒26、指A dress watch if worn must be subtle in design Watch faces may be no larger than 30mm in diameter and preferred colours are black gold silver or white如果佩带手表表面直径不能大于30毫米最好选用黑色金色银色或是白色Spectacles眼镜Framed styles must be subtle and should compliment your own natural facial features Extreme fashion style27、d glasses is not acceptable If your doctor prescribes dark glasses they may be worn provided that the eyes can still be seen眼镜的边框要符合个人的脸型不能佩带造型过于夸张的眼镜如果你的医生嘱咐你要佩带墨镜必须确保你的眼睛还能该看清东西Shoes鞋子Comfortable and supportive shoes must be worn at all times Staff shoes must conform to the dress codes dictated by28、 their respective department Shoes must be cleaned and polished regularly穿舒适平稳的鞋子员工鞋必须符合所属部门的制服号码鞋子要经常清洁擦拭Belts腰带If your trousers have belt loops a plain belt may be worn The belts colour should closely match your trousers and be no wider than 40mm Oversized or ornamental buckles are not permissible29、Undergarments衬衣Undergarments are to be worn at all times A singlet or undershirt is permitted Flesh or white colours are recommended Coloured or motif undershirts must be visibly wornUNIFORMED FEMALE EMPLOYEES穿制服的女员工Hair头发Hair must be neat and tidy at all times The style should contemporary but neve30、r extreme If you are wearing long hair tie it and bond it during hours of duty Your hair should not block your vision or cover your identification badge头发必须时刻保持干净整洁发型可以时尚但不能过于古怪如果你留长发必须在当班的时候把头发扎起来头发不能遮住你的视线或是你的工作牌Extreme styles such as shaven scalps rat tails twines beads and exaggerated teasing ar31、e not acceptable造型古怪的发型如光头留小辫子扎两个辫子麻花辫或任何怪异的梳法都不允许Styling gels or hair sprays are recommended to ensure that hair ends stay in place不要使用过量的发胶及喷雾剂Your hair colour should look natural If highlights or colouring are used they should enhance your hair subtly and naturally Extreme fashion colours or reve32、aling dark roots are not permitted Hair colour treatment if theres any should be maintained as often as necessary头发的颜色要自然如果挑染或是全染要让你的头发看起来自然精美过于夸张的的颜色或是现出头根的黑色都是不允许的如果有染颜色要及时的补色让颜色保持一致Wigs and hairpieces are permissible provided they meet the above requirements假发及假眉毛如果符合以上的条件可以使用All accessories such33、 as pins combs or elastic bands should match the colour of your hair while ribbons or bows should coordinate with the colour of your uniform所有的饰物如别针头梳及牛皮筋都要和你头发的颜色协调头上稠带的颜色要和你制服的颜色协调Fingernails手指甲Must be clean and neatly trimmed at all times Nail polish is not compulsory Should you choose to wear na34、il polish the colour should be pale or translucentMake-up化妆Wearing make-up is a must From both presentation and skin protection point of view a basic make-up should include blush or rouge lipstick eye shadow and mascara必须化妆从外表及保护皮肤的角度出发基本的化妆包括胭脂口红眼影和眉毛膏Always apply only light make-up to enhance your35、 own natural features and skin complexion Ensure that you make the most of your appearance at all times只要化能够体现你个人自然气质及保护皮肤的淡妆就可以了确保时刻体现自己就完美的一面Scent体味Perfume or cologne f used should be subtle It should not clash with your deodorant soap or talcJewelry首饰Only one pair of subtle-designed earrings may 36、be sported of which the length and width are no more than 20mm in diameter Earrings worn on the nose are unacceptableA necklace if worn is restricted to a single strand either gold silver or pearl Any pendant or drop in the chain must be no more than 20mm in length or width and the design should be 37、faint如果佩带项链只能有一条可以是金的银的或是珍珠项链项链的坠子长度和宽度不能超过20毫米设计要简单A single dress ring or bracelet on each hand may be worn provided that the designs are delicate either gold or silver每只手只能戴一个戒指和一个手镯必须设计精美银的或是金的A dress watch if worn must be subtle in design Watch faces may be no larger than 20mm in diameter and pr38、eferred colours are black gold silver or white如果佩带手表手表的设计必须精美表面的直径不能超过20毫米颜色最好是黑色金色银色或是白色Spectacles 眼镜Framed styles must be subtle and should compliment your own natural facial features Extreme fashion styled glasses is not acceptable If your doctor prescribes dark glasses they may be worn provided 39、that the eyes can still be seen眼镜的边框要符合个人的脸型不能佩带造型过于夸张的眼镜如果你的医生嘱咐你要佩带墨镜必须确保你的眼睛还能该看清东西Shoes 鞋子Comfortable and supportive shoes with a minimum heel of 25mm must be worn at all times Staff shoes must conform to the dress code dictated by their respective department Shoes must be clean and polished reg40、ularly鞋子必须要舒适鞋跟最少要25毫米员工鞋必须符合所属部门的制服号码鞋子要经常清洁擦拭Stockings Pantyhose 袜子Stockings or pantyhose must be worn at all times Natural colours are preferable patterns or thick-ribbed styles are not permissible必须穿袜子最好是自然的的颜色有印花的袜子不能穿Undergarments衬衣Flesh coloured undergarments must be worn underneath sheer blo41、uses and dresses at all times裙子里面必须穿肉色的衬衣CONDUCT AND ATTITUDE 行为和态度CONDUCT 行为Being presentable and well groomed is only a part of the total image we project to our guests How you react to our guests the manner in which your provide service and treat guests provide the TOTAL image仪容仪表只是我们给客人印象的一部分礼貌会42、给客人提供的服务中留下深刻的印象The manner in which we offer service to a guest should be as you would treat them in your own home offering assistance if and when required对待客人的要求应象在你家里一样礼貌的对待Remember to always to give courteous knowledgeable and friendly service From the moment the guest arrives it is up to you to 43、establish a positive relationship for doing business satisfying their needs making them feel comfortable relaxed looked after and welcomed thus building his desire to return记住总是提供礼貌专业和友善的服务To be successful in our industry you require a positive attitude Make the most of the things you do be enthusia44、stic get involved and share it with your guests your department and colleagues要积极的态度去工作才可以取得成功热情的投入工作将棘手的问题与你的客人部门和同事一起讨论You are valuable and are a vital part of our operation with much to contribute Believe in your own abilities do things to the best of your capacity and make others and yourself fe45、el good你是我们工作中必不可少的一员相信自己的能力把工作做到让自己和别人都满意The right attitude can move mountains the wrong attitude destroys everything and leads to total failure Remember this put it into practice and you are a WINNER正确的态度可以将大山移走错误的态度可以破坏任何事物并领引失败 记住它 将它放入练习你将会是一个胜利者ATTITUDEYour attitude is the key to your success 46、and happiness It is also the guide to the success of our operation Attitude is your mental position with regard to how you view facts and situations你的态度是你的成功和快乐的关键它也是通向成功的指南态度是你如何看事实和情形的智力定位Your attitude towards a guest or colleague influences your behavior You cannot always camouflage how you feel 47、你对客人或同事的态度会影响你的行为你不能总是伪装你的感觉Your attitude determines the level of your job satisfaction你的态度决定你工作满意度的标准Your attitude affects everyone that you come into contact with in person or by telephone你的态度影响你直接或电话接触的每一个人Your attitude is not only reflected by your tone of voice but also by the way you stand or 48、sit your facial expressions and in general body language你的态度不但从你的音调和声音而且从你的站姿和坐姿面部表情和肢体语言反映出来Your attitude is not fixed the attitude you choose to display is really up to you你的态度不是固定的-你所表现出的态度由你的自己决定THE PLEASE CONCEPT 愉快的概念PPositive 积极的The way you stand walk and look throughout the restaurant will c49、onvey an image to our guests You need to ensure that it is a positive and attentive effort to cater to their needs and desires你穿过餐厅时你的站姿行走和面部表情都会传达一种信息给客人你需要确保它们是积极的并努力的迎合客人的要求LLook and Listen 看和听By being alert and attentive to our guests needs and wants by showing pride in your work and workplace y50、ou reflect professionalism and effectiveness警惕和专心留意客人的需要来表现你引以为豪的工作和工作场所从而反映出你的专业和效力EExpression 表情Facial expressions convey a wealth of meaning to our guests It can depict your moods and feelings面部表情反映出对客人的态度他可以反映出你的心情和感觉AAppearance 外貌Pride in your personal and environmental appearance creates a pos51、itive perception to our guests要以你自己和周围的环境引以为豪给客人一积极的感觉SSmile微笑A smile signifies friendliness and approachability which creates a positive feeling to our guests微笑意味着友善给客人一积极的感觉EEnthusiasm 热情If a guest can sense your lack of eagerness to perform a task or service they require they will establish a poo52、r perception of YOU and the COMPANY as a whole如果客人感觉到你缺乏热情去完成他们的要求和服务他们将会对你和你的公司留下不好的印象THE TEN COMMANDMENTS OF HUMAN RELATIONS人事关系的十大戒律Speak to people 和人讲话There is nothing more pleasant than a cheerful word of greeting没有比愉快的问候更让人高兴Smile to people 对人微笑It takes 72 muscles to frown and only 14 to smile53、微笑只用14块肌肉而皱眉要用72块肌肉Address people by their name 用名字称呼别人A person prefers to be addressed by his name for a more personal approach人们喜欢被人用名字称呼Be friendly and helpful 要友善和有帮助Treat others in the manner you wish to be treated要用你需要被对待的态度去对待别人Be cordial 要热情Speak and act as if everything you do is of genuine54、 pleasure说和做要像你做的每一件事是真正的快乐Be genuinely interested in people 真正关心别人You can like anybody if you make the effort 如果你努力你可以喜欢每一个人Be considerate with the feelings of others 要考虑到他人的感受People do have emotions which demands due respect 人们确实有要求应得的尊敬Be generous with praise 要懂得赞美Be cautious with criticism 谨慎的批评55、Be alert to give excellent service 警惕的提供优质服务What counts most is what we can do for others 可以计量的是我可以为别人作什麽Keep your sense of humor 保持你的幽默感Always try to see the humorous side of a bad situation坏的情形下要试着去看幽默的一面COURTESY 礼貌COURTESY IS VERY IMPORTANT礼貌是非常重要的Courtesy consists of three things 礼貌有以下3点组成Attitu56、de 态度Words 话语Behavior 行为举止Remember these words that we were taught as children 象教小孩子一样来记住下面的词Please 请Thank you 谢谢May I 可以吗Excuse me I am sorry 打扰一下 对不起I am glad to 非常荣兴The guests as well as our colleagues pay attention to our behavior that is why要注意自己的言行举止Be clean at all times 要保持清洁Smell good your b57、reath and body 口气和身体无异味Do not leave food on the table or on the floor after eating 用完餐后不要遗留食品在桌子或地板上Clean up after yourself and others 整理干净你自己和别人的Help others in any way you can 尽量去帮助别人Introduce yourself to new employees 向新员工介绍自己Look at others in the eye when talking 谈话时要有目光交流Use the name of another 58、person if you know it better still get to know it 称呼别人的名字The golden rule is guest first 客人永远是第一位的Smile 微笑AGAIN BE POLITE AND COURTEOUS ALWAYS再次强调 要始终如一谦恭有礼餐饮部可做与不可做DOS 可做Be a lady gentleman all the time s name 早上好下午好先生小姐如果你认识客人用名字称呼客人Be correct and polite and do not talk too much to the guests适当和礼貌的59、和客人谈话但不要太久Cooperate with all levels of the staff from other departments Be as courteous and nice to them as you would be towards guests 要与其他部门不同级别的员工合作象对客人一样的有礼貌和蔼Be on duty 5 to 10 minutes early so as to familiarize yourself with your work area 提前5-10分钟到达工作的区域Stand and walk straight站立或行走时要直Keep wel60、l informed of all promotions and specials要了解酒店的推广和特别的事物Use official language ENGLISH in your working area在办公的地方要使用官方语言英语FOOD AND BEVERAGE DOS AND DONS餐饮部可做与不可做2 DONS 不可做-Do not smoke or chew gum while on duty上班时不可吸烟和咀嚼口香糖-Do not show impatience Do not wriggle arms or legs or drum fingertips on desks61、 不要表现出急噪交叉胳膊或腿 用指尖敲桌子-Do not read books or newspaper when on duty当班时不可以看书或杂志-Do not listen to radio or watch TV while on duty当班时不可以听收音机或看电视-Do not enter a room or office without knocking进入房间或办公室要敲门-Do not keep any property not belonging to you personally不要拿不属于你的物品-Do not take of absence from work un62、less absolutely necessary and inform your supervisor immediately除非在非常必要的情况下不然不要随便离开你的工作区域并要马上报告你的领班Do not make noise that will disturb the guests 不要制造杂音这会影响客人This includes 这包括 Laughing loudly 大笑 Whistling and chatting with other employees 吹口哨或和其他同事聊天-Do not speak any other language in your working a63、rea不要在工作区域讲方言HANDLING COMPLAINTS处理客人投诉METHODS FOR HANDLING COMPLAINTS AND DEALING WITH ANGRY GUESTS处理客人投诉及对待发火客人的方法Listen 聆听Listen critically without interruption Do not argue or deny anything Do not get defensive or challenged in any way even if the guest is abusive exaggerates or speaks boisterous64、ly Be attentive带有理解的倾听不要争论或否认任何的事即使客人的使用辱骂的言语描述夸张或是大吵大闹都不要有进行辩驳把注意力放在客人身上2Acknowledge理解Express empathy towards the guest and the existence of a problem Do not accept nor pass on the blame to others until all the facts are gathered Use the sadglad statement对客人及他所遇到的问题表示理解不要在问题夸大之前把责任推卸给其他人用难过高兴的语调说Sa65、d-I am sorry there is a problem难过 非常抱歉产生了这样的问题Glad-I am glad you are bringing it to our attention 高兴 我很您能向我们反映这样的的情况Empathize-I am certain that this has been frustrating for you I do understand your being so upset 感同身受 我确定这使你很不开心我能理解您为什么生气3 Restate复述As soon as the guest has calmed down restate the c66、omplaint in question form in order to avoid misunderstanding and to show the guest that you possess good comprehension skills在客人的情绪冷静下来以后把刚才客人所说的写在表格里面并给客人看为的是避免误解同时也是为了让客人知道您已经理解了他的意思 Ask 询问Ask the guest what they want you to do or what they would like done In many cases the guest is merely satisfi67、ed just letting the company know what occurred If he wants something done specifically find out exactly what it is and confirm it with him Stress what you can do not what you cant do Suggest alternatives if preferred solution is not feasible If the alternative solution is not satisfactory to him see68、k the assistance of a person of higher authority than yourself询问客人他们要你做点什么或是想怎么做在大多数的情况下客人的目的只是想让公司知道发生了些什么如果他有特殊的要求了解并和他确认是什么要求并强调哪些是你能做的哪些是你不能做的 同时可以向客人提供相对可行的变通方法如果客人仍然不同意可以请你的主管出面帮忙解决 Action 措施Find something to agree on Once a solution has been agreed upon take immediate action and do it Notify 69、the guest of any changes or delays Never promise anything that you cannot keep在达成一致意见以后立即采取行动如果有什么变动或是延迟要通知客人不要向客人承诺你所不能做到的 Follow-up 跟进After a problem has been taken cared of contact the guest and make sure that the solution was satisfactory to them Use this moment of truth to thank the guest for b70、ringing the matter to your awareness and accentuate that it should never happen again解决完问题后跟进并确保客人对问题的解决是满意的这时要感谢客人将问题告诉我们并强调这个问题不会再次发生WHEN TAKING A PROBLEM TO A PERSON OF HIGHER AUTHORITY把问题交给高层处理Make sure that you inform him of all facts and information that the guest has confirmed确定你已经告诉他所有客人所认同的71、事实和信息Know exactly what the guest wants确切地了解客人的需求Give your superior an account of your conversation with the guest Do not exaggerate to make yourself look efficient Stick to the facts向你的领导描述你和客人的交谈不要为了表现自己而夸大事实要实事求是Tell your superior about any promises you have made to the guest告诉你的领导你已经对客人所做的相关承诺Kno72、w at this point if your superior is going to handle the situation or if you will keep on working on the problem itself确定是否要交给你的领导处理或是自己解决问题Remember it is not always in your best interest nor the guests to pass the buck to a person of higher authority You should try to solve the problem on your own I73、f your guest insists or dissatisfied then seek further assistance记住不要动不动就把问题推卸给你的主管你要尽力自己去解决问题如果客人坚持要见主管或是无法让客人感到满意的话再去寻求主管的帮助IMPORTANT SERVICE ACTIONSMake a good impression whenever you meet a guest or a colleague不管遇到客人或同事要留下好的印象Have a positive attitude at all times despite a bad mood任何时候都要是积极的态度Pa74、y attention when someone is talking Listen fully to a guest or a colleague和客人或同事谈话时要专心并仔细聆听Know your job the best you can Try to know more as you go along尽量多的去了解你的工作Make our guests feel at home when they come to the restaurant客人在餐厅时要让其感觉象在家里一样There is no difficulty in doing these things As a profess75、ional in what you do you should already be observing these service actions at this point in time做这些事并不难如一个专业人士在你做的事情中你应该已经观察这些服务行动WORDS TO LIVE BY from the famous Mahatma Gandhi The GUEST客人is the most important visitor 是我们最重要的来宾to our premises 我们的承诺 He is not dependent on us 他不依赖于我们We are dependent 76、on him 我们依赖于他们He is not an interruption 他们不是在打断to our work 我们的工作He is the purpose of it 他是我们工作的目的He is not an outsider 他不是我们事业的局外人in our business而是我们生意的He is part of it一部分We are not doing a favor 我们提供服务给他by serving him 并不是在赐予他He is doing us a favor 而是他在创造机会by giving us 赐予我们the opportunity to do soTE77、LEPHONE ETIQUETTE电话中的礼节The role of telephones in FB is a vital one The telephone is a common medium of communication including inter-department guest reservations and inquires在餐饮部电话起着致关重要的作用电话是部门之间沟通及客人订餐查询的最普通的媒介Always remember that our performance on the phone can easily make or break guest contac78、t live up to or shatter the projected image of our company通常在电话中的表现直接关系到是否能和顾客建立联系以及维护或是损害公司已经建立起来的形象Telephone use can be made more efficient and effective by following simple guidelines as follows以下的几种方法可以帮助有效地使用电话进行沟通Answer all calls promptly within three rings as a standard guide 能够快速地接起电话按照标准步骤应79、该在电话铃响起的三声以内Use the proper and uniform phraseology when answering calls Identify yourself and your department to establish your own credentials the departments or the companys在接电话的时候使用统一标准且得体的措辞自报姓名及所在部门Every telephone call you make or receive is an opportunity for you to create and or maintain a wo80、rthy personal image and the companys image Try to personalize the call by using the callers name if known throughout the conversation你所打的或是所接的每一个电话都一个建立或保持个人及公司形象的一次机会在通话过程中如果知道来电者的名字尽量称呼其姓名Speak clearly and audibly at all times说话要保持清晰音量适中Never place a caller on hold for a lengthy period of time HeS81、he should be informed of any delays and may refer the option of calling back or leaving a message 不要让打来电话的人等待太久要通知他可能会推迟回电或留言等When taking the message to be relayed to another party accuracy and conciseness are very essential在替别人留言的时候要作到简明准确Always record information Do not rely on your memory要把信息记下而不82、是只存在大脑里面Remember that you are not visible to the caller therefore project a friendly and positive image at all times来电的人是看不到你的所以你应该时刻在电话里表现出友好和积极的态度A ringing telephone is a priority The guest in front of you will not be offended if you excuse yourself politely to answer a ringing phone The caller do83、es not realize that you are busy until you answer the phone and explain that you are concerned and will get back to himher as soon as possible Never ignore a ringing phone in the hope that the caller will hang up or that somebody else will the answer the call有来电应该先接来电如果你正在和客人谈话的话您可以有礼貌地先向客人道歉然后去接电话这84、样客人是会谅解的你接起电话的时候可以向来电的示意目前不便接电话你会尽快给他回电这样他就会知道你现在很忙不要怠慢任何的电话希望来电的人会很快挂断或是其他人能后帮你接起电话SANITATION卫生设施Guidelines for Handling Food食品处理指南Persons with infected cuts or sores or contagious diseases are not permitted to handle food不允许具有感染性的伤口传染性疾病的人处理食品Wash hands frequently especially before leaving the res85、troom经常洗手尤其是在离开洗手间之前Keep nails short and clean保持手指甲干净修剪整齐Do not place or store containers of cleaning compounds insecticides or other chemicals near food items不让化合物杀虫剂或其他化学物品的容器接近食品Conduct daily infection for pests Give immediate attention to any pests discovered对病虫害进行日常的处理对任何的病虫害要密切关注Smoking is pro86、hibited in all the kitchens food preparation areas and storage areas禁止在所有的厨房准备事物区域以及仓库吸烟Keep dirty tools equipment and utensils away from food items所有不干净的工具设备和器皿都要远离食品Inspect tools equipment periodically to ensure proper cleaning定期检查工具设备器皿的卫生情况Use hot water and soap to clean knives and cutting board87、s that have been used on raw meats before using them for cooked meats当要处理熟食时要用热水和洗涤剂清洁切过生食的刀具和案板Clean bus trays thoroughly before using them as a serving tray在给客人上菜的时候托盘要保持清洁Always keep hands away from mouth nose hair etc when handling food 当在处理食品的时候手不要去触摸嘴鼻子头发等Keep garbage cans tightly covered罐头食品要88、密封严实All tableware placed for guest must be cleaned whether used or not所有摆给客人的餐具必须清洁不管是否用过To prevent bacteria growth discard all cracked or chipped china or glassware为了避免细菌的孳生丢弃所有破碎或有裂缝的瓷器或玻璃器具Cover all stored food覆盖好所有的库存食品Clean refrigerator-box shelves floor walls and ceiling regularly定期清洁冰箱的夹层顶层和底89、层Do not leave food particles or standing water overnight不要让食品单独存放或整夜都泡在水里Store all boxes 6 inches of the floor所有的食品要存放在离地面6英寸的地方Never touch food drinks ice and internal surfaces of containers utensils glasses or tableware directly with your hands Always use proper utensils不要直接用你的手触摸食品饮料冰块等以及容器器皿玻璃杯或90、餐具要使用适当的器具Never take any item directly from the deck and place onto a food preparation surface不要直接从夹层拿食品和将食品放在表面上Never place open food containers on top of other food containers不要把已经开封的食品容器放在其它食品容器上面Never contaminate food or food contact surfaces by coughing sneezing or breathing directly on them不要对91、着食物或食品的接触面咳嗽打喷嚏或呼吸以避免污染Never stack food in the refrigerators or on frost top tables不要把食品堆放在冰箱里或着放在有冰的桌子上面Visits by persons not directly connected with food preparation and food service to galley areas are strictly forbidden来访着要严格禁止进入厨房和食品接触Cover all food in the refrigerators在冰箱里的食品要全部盖好Store leftove92、r or cooked food at a depth of not more than 4 inches 10cm in the refrigerator剩余的库存和熟食存放在冰箱里不能超过4英寸Keep all storage areas sanitary and orderly保持所有的库存区域卫生整洁Invert pots and pans glasses and crockery for storage壶平底锅玻璃杯和瓦器要倒着存放Cover garbage containers覆盖好装废料的容器Store cleaning gear in special lockers and n93、ever in food or pantry area把清洁用具存放在专用的柜子里不要放在有食品或餐具的地方Store clean food service utensils completely separate from dirty utensils干净的食品器皿和脏的食品器皿要分开存放Never store utensils on the bottom shelves of open cabinets located below working level top不要把器皿存放在低于工作水平面的敞开的橱柜底层Never store personal effects or clothing94、 in food preparation spaces不要把私人的物品和衣物放在食品区Processing步骤Meats perishable foods and food prepared in advanced must be kept refrigerated between 38 and 45oF肉类易坏的食品以及事先准备好的食品必须存放在38-45华氏的冰箱里Discard food in the immediate vicinity of broken glass or china把不要的食品放在已破碎的玻璃杯和瓷器的区域内Open food containers eg crate95、s cartoons barrels boxes glasses jars and cans in location away from the items to prevent splinters staples glass or bits of wire from contaminating the food开启的罐头食品如桶盒子玻璃杯出口瓶和罐头要远离食物以避免碎片钉子玻璃以及金属线污染食品Store glassware bottoms-up要叠放玻璃器皿Keep food covers in placeDo not allow food items to stand warm unde96、r 100oF and uncovered不让在高温低于100华氏且没有覆盖的情况下存放食品Freeze only fresh foods do not refreeze foods只冰冻新鲜的食物不能重复冰冻Reheat soup that has cooled below serving temperature simmer for 15 minutes用文火加热在相应温度冷藏过汤要15分钟Dispose of returned food that has been served处理客人已经使用过的食品Keep a tight cover on pies cakes breads etc 97、which have already been cut except when they are on the serving line当派蛋糕面包已经切开的时候要密封严实除非在端给客人的时候Never leave cooked foods un-refrigerated for more than three hours熟食不能在没有冰箱的状态下存放超过3个小时Do not place small objects eg tacks pins matches etc on kitchen shelves or windowsills where they might fall onto foo98、d不要把小东西大头针钉子火柴等放在厨房的柜子或是窗台上以免掉入食品中JOB SAFETY AND SECURITY 工作保险和安全Without exception the safe way of doing your job is the best way What good is a short cut in doing a job if it might end up being a short cut to the hospital or long-term injury 毫无例外的做工作最好的方法是用安全的方法Remember by eliminating hazards you a99、re protecting yourself and your guests In short it pays to prevent accidents and injuries Report any hazardous conditions to your supervisor immediately Dont cut your earnings by being a careless worker Study these common causes of accidents carefully They are intended as an aid to protect you and y100、our guests记住要排除冒险你要保护你和你的客人这样可以预防事故和伤害将任何危险的情况马上报告你的主管不要因为粗心的工作而影响你学习使事故发生的原因他对与保护你和你的客人是有用的Watch out for 提防Spillage of food beverages oil or grease 食物酒水油或油脂溢出Wet floors 湿的地面Equipment and cleaning gear or other objects in alleyways 设备和清洁用具或其他物品放在通道中Watch out for strains caused by 提防因为以下原因引起的扭伤Liftin101、g heavy objects improperly 不适当的举起重物Over-reaching to lift or handle objects 用力举起或搬运重物Carrying too large a load example dining room trays 搬运太重的重担餐厅托盘Watch out for cuts caused by 提防因为以下的原因引起的切割Picking up broken glass 拿取破损杯子Opening bottles and cans carelessly with unsafe and faulty opener 要小心用不安全或不完善的开启102、器开启瓶装或罐装物品Careless handling of knives and other sharp objects拿取刀或其他尖利物品时要小心PERSONAL SAFETY HABITS 个人的安全习惯Your personal safety is also very important You should always avoid你个人的安全习惯同样重要你应当总是避免Not wearing proper safety shoes and clothing穿着不安全不适当的鞋子和衣服Excessive drinking过量饮酒Drugs of any kind吸毒All the ab103、ove could be a hazard not only to you but to your guests as wellFIRE PREVENTION 火灾的预防Watch out for 提防Spontaneous combustion stowing greasy linen cleaning rags cleaning chemicals and presence of flammable cleaning liquids or materials 自燃装载油脂的布草抹布化学清洁剂和可燃的清洁液或原料Smoking in unauthorized areas 在严禁吸烟的地方吸烟104、Smoldering remains in ash trays在烟缸内未燃尽的烟头Know the different types of fire extinguishers where they are and how to used them properly 认识不同种类的灭火器知道放在哪和怎样适当的运用JOB LIST工作列表TASK任务DAILY OPENING CHECKLIST 日常的公开检查 PERSONAL HYGIENE FOR MALE STAFF 男性员工的个人卫生REASON WHY理由STEP 1步骤Change uniform for a fresh one Ma105、ke sure buttons are fastened and necktie adjusted if applicable 勤换制服确保纽扣扣好领带绑好Do not use excess embellishments such as badges and lots of jewellery不要过分装饰如佩带徽章及过多的首饰For clean complete and well pressed uniform干净完整制服压熨平整STEP 2步骤Clean well-groomed hair Use gel when necessary头发修整得体必要时可以使用发胶或头发定型水For neat106、 and pleasant appearance整洁愉快的外表STEP 3步骤Hand and fingernails should be clean and short勤剪手指甲确保手和指甲的干净For guest comfort使客人感到舒服STEP 4步骤Shoes clean and well polished鞋子要保持干净经常擦鞋油For neat and pleasant appearance整洁愉快的外表TASK任务DAILY OPENING CHECKLIST日常的公开检查 PERSONAL HYGIENE FOR FEMALE STAFF 女性员工的个人卫生REASON WH107、Y理由STEP 1步骤Change uniform for a fresh one Make sure buttons are fastened and necktie adjusted if applicable 勤换制服确保纽扣扣好领带绑好Do not use excess embellishments such as badges long earrings and lots of jewellery不要过分装饰如佩带徽章有垂吊的耳环及过多的首饰For clean complete and well-pressed uniform干净完整制服压熨平整STEP 2步骤Clean well-108、groomed hair Tied back with black colored ribbon if necessary Only black colored ribbon are allowed头发修整得体可使用黑色的发髻把头发扎起但只允许使用黑色的发髻There should be no hair seen hanging on the face没有散发垂落遮住脸For neat and pleasant appearance For uniformity整洁愉快的外表为了装束的一致性STEP 3步骤Hand and fingernails should be clean and sho109、rtOnly colorless nail polish is allowed手指甲干净修整整齐不允许涂有色的指甲油For guest comfort 使客人感到舒服STEP 4步骤Apply mild make up just a blush-on color Do not wear too heavy eyebrow liner artificial eye lashes and heavy cosmetics and perfumes化柔和的淡妆不要涂过重的眼线化浓妆喷气味浓烈的香水STEP 5步骤Use a red colored lipstick Do not use other c110、olor使用红色的口红不允许使用其他的颜色STEP 6步骤Shoes clean and well polished鞋子要保持干净经常擦鞋油For neat and pleasant appearance整洁愉快的外表TASK任务DAILY OPENING CHECKLIST 日常的公开检查REASON WHY理由STEP 1步骤Sign attendance logbook签到本上签字Should report on time and get ready for whatever tasks that may be assigned Always have pen scratch pad l111、ighter and waiters friend at all times及时报告随时准备接受各种任务随身带笔小记录本打火机和开瓶器Standard Company Procedure标准操作准则STEP 2步骤Attend daily briefing for any instruction and other information 注意日常的指示和其他一些信息Stand straight and be attentive to the information and instruction disseminated by the superior If instruction or i112、nformation is not clear ask questions for clarification要站直来注意上级的指示和信息如果对指示或者是信息有不清楚的地方要提出问题弄明白To receiveaccept instruction and necessary information接受指示和必要的信息STEP 3步骤Must know the following必须知道以下的规则Special of the day 特殊的日期Ongoing promotion正在进行的促销活动Any special service requirement for the day那天所需的特别服务113、Service instruction服务须知Food and beverage items not available餐饮部没有用的东西Reservations预订Checks cleanliness of door handles glass poster stand planters and reception tables 检查门把玻璃杯脚花盆和接待桌子的干净Check display table if Set-up is correct如果桌上有东西检查桌面的摆放是否正确Check if postermenu on display is correct检查菜单的摆放是否正确Check114、 flyers if they are enough on display if applicable 检查是否摆放有足够的小传单Table set up must be clean and spotless Not damaged and completed桌面必须干净无暇没有破损完好无缺Must be properly arranged and in order一切必须井然有序Flower fresh and vase clean if applicable 提供鲜花保证花瓶的清洁Ashtray clean烟灰缸的清洁To make sure everything is ready pri115、or to service确保在为顾客服务之前一切准备就绪For good presentation留下好印象Standard Company Procedure标准操作准则TASK任务DAILY OPENING CHECKLIST 日常的公开检查REASON WHY理由Table linen well pressed clean and in good condition if applicable 桌布要摆放好保持清洁Tables and chairs wiped clean and properly arranged桌椅要擦干净摆放得当TASK任务DAILY OPENING CHECKL116、IST 日常的公开检查 STATION MIS-EN-PLACE REASON WHY理由STEP 1步骤Sufficient supply of供应充足Chinaware and crockery瓷器陶器Glassware玻璃器具Cutlery餐具刀叉Napkins placematsl table cloth towels if applicable 餐巾桌垫桌布毛巾如果需要Guest supplies like Toothpicks matches condiments and sauces sugar and cream为客人提供牙签火柴调味品和酱油糖和奶油Water pitchers117、 with underliner带底座的水壶Order slips and bill jackets点菜的纸条和帐单夹Station must be cleaned and polished台面必须干净整洁Trays are ready盘子要备好Everything in their respective drawers and shelves每样东西又要存放在相应地方All equipment are in good condition所有的设备运行良好No chips no cracks no stains没有碎片瑕疵和斑点Carpet must be well vacuumed if a118、pplicable 地毯要用吸尘器清理干净Floor tiles must be stain-free地板砖不能有瑕疵No visible litters看不见零乱的东西Room decors must be cleaned房间的装饰必须清洁Windowswalls without marks窗户和墙面不能有任何标记Lights must be fused and controlled if applicable 灯要能够调节Brass or copper furniture are well-polished and shiny铜制的家具要擦亮Lighting fixtures proper119、ly controlled灯具的固定装置要能调节Piped-in music properly controlled if applicable 恰当调节音乐For uniformity统一For faster service快捷的服务For guest comfort让客人感到舒适Standard Company Procedure标准操作准则For Preparation做好准备TASK任务GREETING GUESTS向客人问好REASON WHY理由Note Greeting guests is the responsibility of all staff not just Host120、ess Outlet Manager Supervisors etc This is a very important task because it is the guests first impression of that particular outlet The greetings must be cordial Guests names if known should be used when greeting An unknown guest should be greeted with the same formality as the regular patron All g121、uests patronage is sought make them feel welcome注意向客人问好是所有酒店员工的责任而不仅仅是迎宾的事这也包括经理及管理人员等这对于给客人留下良好的第一印象是很重要的问候必须是热情的如果知道客人的名字须在问候的时候称呼客人即使是不认识的客人也必须像对待常客一样对待他们所有客人都有权享受服务让他们觉得自己是受欢迎的When a man or a woman comes in alone greet himher pleasantly Good evening this way please Dont just say Just one or Are 122、you alone当一位先生或者女士独自来这里时要很高兴地向他们问好晚上好这边请 而不要只是简单地说一个人吗你一个人来吗Professional and personalized service专业的人性化的服务STEP 1步骤When guest approaches you or is waiting to be seated approach them confidently with a smile at all times当客人走进你或者在等位子的时候要随时都面带微笑的朝他们走去For courtesy礼貌STEP 2步骤Your greeting must be polite yet not over friendly Using a clear voice look at the guest in the eyes你的问候要有礼貌但又不能过度热情用清晰的声音和客人交谈要看着客人的眼睛To avoid familia