1、1 厨师长手册厨师长手册 CHEF DEPT HEAD MANUAL F & B DIVISION CHEFS MANUAL Page 1 of 130 CONTENT 内容内容 1. INTRODUCTION概要概要 1.1 Our Vision 目标 P. 5 1.2 Purpose of the Manual 手册用途 P. 6 1.3 Service & Kitchen Management Style 餐饮部管理方式 P. 7 2. HUMAN RESOURCES PROCEDURES 入职手续入职手续 2.1 Personnel Requisition Process 个人申请程序2、 P. 12 2.2 Hiring Process 招聘程序 P. 13 2.3 Confirmation Process 确认程序 P. 14 2.4 Transfer Procedures 调任程序 P. 15 2.5 Promotion Procedures 晋升程序 P. 16 2.6 Performance Evaluation 工作评估 P. 17 2.7 Disciplinary Procedures 纪律程序 P. 20 3. ORGANIZATION OF OPERATIONS运作组织运作组织 3.1 Delegation of Duties 职责 P. 24 3.2 Con3、ducting Briefings 组织会议 P. 26 3.3 Kitchen Morning Meeting Guidelines 厨房晨会 P. 27 3.4 Tour of Outlet 餐厅检查 P. 28 3.5 Requisition Procedures 申请程序 P. 29 3.6 Staff Motivation 员工激励 P. 30 3.7 Handling Event Group 管理活动部 P. 32 4. SCHEDULING 计划安排计划安排 4.1 Scheduling of Staff 安排员工 P. 34 4.2 Planning of Leave 请假计划4、 P. 36 4.3 Request and Submission of Overtime 加班申请 P. 38 4.4 Compiling and Using Absenteeism Report / Outlet Attendance Roster 汇编和使用旷工报告和工作出勤名单 P. 40 4.5 Submission of Allowances (split shift, incentives, midnight and taxi allowance)津贴（轮班，激励，夜班和出租车津贴） P. 41 5. DELEGATION OF AUTHORITY 职权职权 5.1 Parame5、ters of Authority (Refer to hotel) See sample attached 职权权限，见附件 P. 44 F & B DIVISION CHEFS MANUAL Page 3 of 130 6. FINANCE 财务财务 6.1 Forecast Preparations 预备 P. 46 6.2 Profit & Loss Review 盈亏检查 P. 48 6.3a Butcher Test 肉类加工测试 6.3b Portion Control 量控 6.4 Market Survey 市场调查 6.5 Recipes Costing 配料成本 P. 56、0 P. 51 P. 53 P. 55 7. MARKETING MIX 7.1 Outlet SWOT Analysis 餐厅优劣势分析 P. 58 7.2 Outlet Promotion 促销 P. 59 8. TRAINING培训培训 8.1 Training System培训系统 P. 61 8.2 Identifying Training Needs Analysis (TNA)培训需求分析 P. 64 8.3 Department Training Schedule & Attendance 部门培训计划和参加情况 P. 65 8.4a Definition of On-the-7、Job Training (OJT) 在职培训定义 P. 66 8.4b Definition of Off-the-Job Training (Off-JT)业余培训定义 8.4c A La Carte Menu Implementation 点餐菜单制作 P. 66 P .67 8.5a Generic Training 普通培训 8.5b Catering and Meeting Service Training 餐饮会议服务培训 P. 68 P. 69 8.6 Target Training Hours Per Employee 每位员工目标培训 P. 70 8.7 Evaluatio8、n of Training Effectiveness 培训效果评估 P. 71 8.8 Development of Staff Training Plan / Succession Program员工培训发展计划/后续培训 P. 72 8.9 Standard Operating Procedures 标准操作程序 P. 74 9. SHANGRI-LA FOOD SAFETY MANAGEMENT SYSTEM香格里拉食品安全管理体系香格里拉食品安全管理体系 9.1 Why is SLI Food Safety management System (SFSMS) is Required?9、为什么集团香格里拉食品安全体系是必需的 P. 78 9.2 Cause of Food Poisoning 中毒的原因 P. 79 9.3 Guide to Establish a Shangri-La Food Safety Management System 如何建立香格里拉食品安全体系 P. 80 9.4 How to develop Shangri-La Food Safety Management System? 如何发展香格里拉食品安全体系 P. 81 F & B DIVISION CHEFS MANUAL Page 4 of 130 10. FOOD QUALITY STANDA10、RD 食品质量标准食品质量标准 10.1 Coffee Shop / Room Service 咖啡厅 / 送餐服务 10.1a Basic Buffet Principles 基本自助餐原则 10.1b Coffee Shop A La Carte menu 咖啡厅零点菜单 10.2 Banquet 宴会 10.2a Coffee Break 茶歇 10.3 Chinese 中餐 10.4 Specialty 特色菜 P. 101 P. 103 P. 105 P. 109 P. 110 P. 111 11. FIRE & LIFE SAFETY PROCEDURES生命安全程序生命安全程序 11、Refer to Hotel Fire & Life Safety Officer for details 参考 Hotel Fire & Life Safety Office P. 112 12. OUTLET INVENTORY 餐厅存货餐厅存货 Refer to Stewarding Department SOP for details 参考认识部门标准操作程序 P. 113 13. APPENDIX附录附录 P. 114 F & B DIVISION CHEFS MANUAL Page 5 of 130 INTRODUCTION简介简介 F & B DIVISION CHEFS MAN12、UAL Page 6 of 130 1.1 OUR VISION OUR VISION A AC CC CE EP PT TI IN NGG N NOOT THHI IN NGG E EL LS SE E B BU UT T T THHE E B BE ES ST T CORE IDEOLOGY COMMUNICATING THE PASSION ENCOURAGING CREATIVITY FOCUSING ON INNOVATION COMMITTED TO GUIDING PRINCIPLES INSPIRING PEOPLE WITHIN THE ORGANIZATION F & B 13、DIVISION CHEFS MANUAL Page 7 of 130 1.2 HOW TO USE THE SOUS CHEFS MANUAL 如何使用副行政总厨手册 Purpose 目的 This manual has been designed to provide you with understanding of the standards and procedures, to consistently run your business the Shangri-La Way. 通过这份手册，你可以了解标准和程序，始终按照香格里拉方式工作。 The manual is to be a14、 working document that will be updated as the hotel and company progress. New standards and innovations will be added to keep Shangri-La Hotels and Resorts at the forefront and well ahead of our competitors. 这份手册随着香格里拉酒店和集团的发展而更新。新的标准和创新将使香格里拉酒店和商贸酒店走在最前端，成为同行竞争对手的领头人。 The manual will set out to ach15、ieve the following objectives. 手册的制定是为了达到以下目的。 1. To communicate the Shangri-La Hotels & Resorts Group Vision and F&B Division Mission to ensure consistency in approach and application. 传达香格里拉酒店集团的远景目标和集团餐饮部的目标，以保证在方法和运用上保持一致性。 2. To provide F&B Division Departments with consistent reference materia16、l to assist you in your day-to-day operation and reinforce our commitment to excellence in quality. 为餐饮部提供统一的参考资料，以帮助各酒店处理日常的营运工作，以及在保持优质上增进沟通。 3. To be used as an orientation material for new team members and other operating departments so that the role and functions of the department are accuratel17、y and fully understood in a timely and organized manner. 手册作为新员工和其他操作部门的定位材料，以保证部门的职责的准确性，以及各人员充分理解部门的职责。 4. To provide information in a format that can be readily updated as modifications and new developments take place. 如果政策有修改或是更新，手册提供的信息要立刻更新。 5. To continuously maximize all revenue generating o18、pportunities via creative up-selling, advertising & technology. 通过有创意的广告技术，销售，不断地增加盈利的机会。 F & B DIVISION CHEFS MANUAL Page 8 of 130 1.3 SERVICE AND KITCHEN MANAGEMENT STYLE 服务和厨房管理方式 Leadership and Creating the Climate 领导和创造氛围 Management is not a science. It is the art of balancing conflicting inter19、ests to achieve a dynamic, highly motivated and profitable organization. A leader is not born but made. The primary qualities of good LEADERSHIP can be learned, by ensuring that one own attitude is positive, considerate and goal oriented. Self-discipline in thought and behavior can lead to more effe20、ctive ways of getting the most of your team and achieving the best results for the hotel. 管理不是一门科学。而是平衡利益冲突的一门艺术，通过管理，来组成一个充满活力，斗志昂扬的组织。领导者不是天生而是后天培养的。可以通过学习，掌握优秀的领导者所具备的最重要的素质。领导者思想和行为上的自律可以有效地领导自己的团队，很好地完成酒店的目标。 1. Think About Your Thinking 思维方式思维方式 By learning to manage your thinking, you can con21、sciously shape your feelings and your perception of the opportunities you have for realizing your goals in your operation. You should always remember that you must understand how essential your role and attitude influence and affect the team spirit under stressful situation. 通过学会控制自己的思维方式，在实现目标上，有意识22、地形成自己的想法和理念。管理者要明白自己的角色和态度有多重要，因为这会影响到整个团队的士气。 2. Be More Assertive 自信心自信心 Make your opinion a suggestion to ease any tension. Be patient and persistent. Build respect based on honesty and integrity. Speak with a soft voice, saying what you mean and meaning what you say. 领导者要有耐心。通过自己的诚实和正直赢得别人的尊重。语气23、温和，说出你所想要表达的。 3. Build Better Self Esteem 自尊心自尊心 If you feel good about yourself, you will perform better. Everyone is creative, including you. Personal ideas, however, may not always be the best and it is important to accept and use the best ideas available. 如果对自己感觉良好，就会在工作上表现良好。所有的人，包括领导者有具有创造力。尽管24、个人的想法不是最好，重要的是接受和借鉴他人优秀的思想。 F & B DIVISION CHEFS MANUAL Page 9 of 130 F & B DIVISION CHEFS MANUAL Page 10 of 130 4. Be a Self Starter自我激励自我激励 Do not confuse motivation with action. Learn to enjoy yourself during the action and the work will go easier, flowing positively. As your satisfaction increas25、es, you become motivated. 不要将动机和行动混淆起来。愉快地工作，这样会让工作变得简单，向积极的方向发展。随着满足感增加，工作会更有动力。 5. Maintain Your Poise确定目标确定目标 Set clear objectives or outcomes for every meeting. Identify potential problems. Prepare yourself to act in a calm, measured manner. Build a positive climate and plan how you want to act.26、 在每次会议上，确定目标，以及目标客人，潜在的问题。遇到问题时，保持冷静。营造一个积极的氛围。 6. Be Your Own Best Critic自我批评自我批评 Do you want to improve? Self-criticism is essential. Learn from your mistakes. Your attitude is the secret of your success. Become more aggressive in demanding better performances from yourself. 想要提高自己吗？自我批评非常重要。从失误中学27、得经验。良好的态度是成功的关键。在对自己的工作要求更加严格时，变得更加有斗志。 7. Be Proud of What You Do 自豪感自豪感 Do not allow your pride in your work to be eroded by other people. Ensure you feel good about what you do. 不要让自己对工作的自豪感影响其他人，保证只对自己的工作感觉良好。 8. Work Smart灵活工作灵活工作 Set goals that make you stretch. Be prepared to put yourself und28、er pressure. Focus on priorities and important issues. Focus your efforts to improve your performances. 设定目标可以让人更有动力。准备让自己承受压力。关注最重要的事情。努力工作以改进自己的工作表现。 9. Plan Your Daily Output 工作计划安排工作计划安排 Establish your medium term objectives. Devote time for planning. 制定中期工作目标，花时间安排计划。 10. Praise Good Work 工作成绩表29、扬 Be sincere. If people deserve praise, give it simply directly. Dont flatter. Praise motivates people, builds teamwork and cooperation. 真诚。立刻给予员工赢得的奖励。不要言过其辞。激励员工，建立团队合作精神。 F & B DIVISION CHEFS MANUAL Page 11 of 130 11. Offer Guidance to People in Performing Their Job 为员工提供工作指导为员工提供工作指导 Dont do the30、 work for people. However, before being firm and sharp, be sure that training has been as good as should have been. Guide them, be patient and encouraging. Remember, some people learn faster than others. 不要替其他人工作。在指责员工前，确定培训是否达到预期效果。耐心指导员工，激励员工。记住，不同的员工接收能力是不同的。 12. Listen to People When They Approa31、ch You倾听倾听 Listening is hard work. Usually, when we believe we are listening, we are thinking of what we intend to say next. Keep an open mind. Summarize but do not assume. 倾听是一件非常难的事情。通常，如果在我们倾听别人说话，我们就会思考接下来想要说的话。做出总结但不假设。 13. Involve Yourself in Hard Decisions and Difficult Problems 解决难题 Your inv32、olvement as a leader reassures the staff. Facilitate the process of bringing forth all options, address issues and concern and ensure all responsibilities and accountabilities are made clear. 作为领导者，你的参与会给员工带来安慰。促进所有问题的解决进度。从而弄清职责。 14. Take Time to Think Before Acting三思而后行三思而后行 a. Think first 先思考。 b.33、 Check your analysis against the actual situation 根据实际状况检查分析情况。 c. Implement your solution 贯彻执行。 15. Be Flexible But Firm Encourage your staff for a frank discussion of goals, tactics and strategies. Do not change your direction without good reason. 16. Seek Respect, Not Friendship 赢得尊重而不是建立友谊赢得尊重而不34、是建立友谊 Avoid favoritism, suspicion and rivalries eroding work performance. What is important is that people are confident you will treat them according to their performance in their job and not according to how you feel about them. 避免偏袒，怀疑和竞争影响工作表现。重要的是，根据个人的工作表现评价员工而不是根据个人感情色彩。 17. Get Involve to Ge35、t Things Done参与到工作中参与到工作中 You must be involved without doing your peoples job. Focus on the process. Inspire and guide in doing work. 要参与到工作中而不是替他人工作。注意进程。在工作中激励和指导员工。 F & B DIVISION CHEFS MANUAL Page 12 of 130 18. Encourage People to Learn and Develop Themselves 鼓励员工自身发展 You must make your staff un36、derstand that they have greater potential than they realize. Encourage the person, guide them to achieve their tasks. 一定要让你的员工明白他们有很大的潜质。激励员工，指导他们实现目标。 19. Be Gracious with People but Ruthless with Plans, Problems and Priorities对员工要亲切但是对计划和问题严格对员工要亲切但是对计划和问题严格 Attack the problem not the people. Be d37、etermined. Concentrate all your energies on key issues. 对事不对人。集中所有的精力处理主要的问题。 20. Pay Attention to Details注意细节注意细节 Establish standards, set goals, guide your staff to achieve them. As a manager, you must manage the details of what your people do to ensure their performance is up to standards 建立标准，制定38、目标，指导员工实现目标。作为领导者，要处理好员工工作中的细节问题，以保证他们的工作达到标准。 21. Be Professional专业专业 Do not bring personal issues to work. Maintain a professional attitude at all times when communicating with both internal and external customers. 不要将个人问题带到工作中。才和内部客人和外部客人沟通时。始终保持一个专业的态度。 F & B DIVISION CHEFS MANUAL Page 13 of 13039、 HUMAN RESOURCES PROCEDURES 人资源程序人资源程序 F & B DIVISION CHEFS MANUAL Page 14 of 130 2.1 PERSONNEL REQUISITION PROCESS 员工录用程序 Service Manager to fill in the Personnel Requisition Form(refer to Hotel)服务经理填写员工申请表Approval by Service Executive部门总监批准Approval by Hotel Executive (optional)酒店总监批准Approval and p40、rocess byHR Department人力资源总监批准 F & B DIVISION CHEFS MANUAL Page 15 of 130 2.2 HIRING PROCESS 招聘程序招聘程序 Advertisement for hiring of staff upon approval of staff requisition (internal / external staff)一旦通过员工申请（内部/外部员工），登广告招聘员工Potential applicants respond with expressed interest (basic screening by HR D41、epartment)筛选有意向的应聘者（由人力资源部进行基本调查）Interview by Service Manager / Executive / GM (depending on the level of staff hired)经理，总监，总经理进行面试（根据职位级别）Staff to go for pre-employment medical check-up进行入职前体检Notification of applicant if he/ she is hired录用通知 F & B DIVISION CHEFS MANUAL Page 16 of 130 2.3 CONFIRMATI42、ON PROCESS 确认过程确认过程 New staff hotel orientation新员工入职培训Staff divisional orientation / training部门培训Staff confirmation after probation period (form to be filled in by Service Manager - Refer to Hotel)试用期后确定人员Approval by Service Executive & Hotel Executive (optional)部门总监和酒店总监批准HR Department to process f43、orm and send official Letter of Notification to staff for confirmation人力资源部正式通知员工并发表格和正式录用信函 F & B DIVISION CHEFS MANUAL Page 17 of 130 2.4 TRANSFER PROCEDURES 调动程序调动程序 i. Staff expresses interest in transfer opportunities员工表示有调动意向ii. Service Manager recommends staff for transfer部门经理推荐员工Human Resour44、ces Department to be informed, who will fill in Staff Transfer Form (Refer to Hotel Copy) and inform receiving Service Manager 通知人力资源部并告知接收的服务经理Receiving Service Manager to interview potential employee接收服务经理对推荐员工面试If successful, approval byService Executive如果成功，由部门总监批准Approval by Hotel Executive由酒店总45、监批准Approval and process by Human Resource Department. If unsuccessful, to inform staff and relevant parties由人力资源部批准。如果不成功，告知推荐员工和相关部门 F & B DIVISION CHEFS MANUAL Page 18 of 130 2.5 PROMOTION PROCEDURES 晋升程序 Identify potential staff to be selected under succession program依据接班人计划确定并挑选有潜能的员工Staff under46、goes and completes training required according to succession program员工要依照接班人计划完成培训Staff selected and interviewed for suitable promotion筛选并面试适合晋升的员工Service Manager to fill in form for recommendation服务经理填写推荐表Approval by Service Executive由部门总监批准Approval by Hotel Executive由酒店总监批准Approval and process by 47、HR Department who will send official Letter of Notification to staff regarding promotion title and benefits.由人力资源部批准并向员工发正式信函确认其头衔和福利 F & B DIVISION CHEFS MANUAL Page 19 of 130 PERFORMANCE EVALUATION工作表现评估工作表现评估PERFORMANCE EVALUATION工作表现评估工作表现评估Half-Yearly Review半年工作评估Annual Performance Development 48、Review年度工作评估Service Manager to have a one-to-one session with the staff twice a year服务经理每年两次与员工进行单独谈话Service Manager to collect the Reviews and to submit to Service Executive服务经理收集评估并递交给部门总监Goals will be set by Service Executive 部门总监制定目标Service Manager to review & discuss the goals with the staff 服务49、经理与员工对目标进行论述Service Leader宾客服务主管Service Associate宾客服务员Service Manager to individually review goals & half yearly review服务经理单独目标考核&半年考核Service Manager to give a quarterly update to the team on their performance服务经理每个季度更新团队职能评估Staff should not be informed of the grading until a final approval is recei50、ved from the Service Executive员工不能获得其评定级别直到收到部门总监的最终审批Service Manager to submit to Service Executive the evaluation of the review服务经理向部门总监提交评估情况F&B Office to collect the grading for each team and individual餐饮部收集各个团队和个人的评估等级Submission of grading to the Service Executive for final approval向部门总监递交评估等级以51、做最后的审批This review has no weightage on the ex-gracia bonus of the Rank & File staff only(Refer to review forms, pg.)1.2.Individual GoalsTeam GoalsFlow Chart 2.6 F & B DIVISION CHEFS MANUAL Page 20 of 130 2.6 PERFORMANCE EVALUATION (See flow chart 2.6) 工作表现评估 The Performance Evaluation will be divided52、 into 2 sections. 工作表现评估可分为两个部分。 a. A Half Yearly Review (Coaching and Feedback) 半年评估（培训和反馈）。 b. Annual Performance Development Review (Evaluation) 每年工作表现评估。 a. Half Yearly Review (Refer to Hotel Copy)半年工作评估半年工作评估 The Service Manager is to have a one-to-one session with each of the staff during the 53、6-month review. The purpose of this review is to assess the qualitative abilities of each staff in terms of performance and conduct related issues. 在半年评估中，部门经理要和员工进行单独谈话。评估的目的是评价每个员工的工作能力和处理与工作相关问题的能力。 For the Service Associates, they would be assessed on the following. 对宾客服务人员以下几点进行评估 - Standard of54、 Work 工作标准 - Punctuality and Attendance 上班是否准时和出勤情况 - Teamwork 团队合作 - Initiative 主动性 - Personal Hygiene and Grooming 个人卫生和修饰 - Discipline 纪律 For Service Leaders, they are to be assessed together with the goals in the PDR (Performance Development Review) on the following. 对宾客服务经理以下几点进行评估 - Leadership55、 领导能力 - Effectiveness 效率 - Innovation and Creativity 创新能力 - Budgeting / Finance / Productivity - Relationships 人际关系 - Planning and Decision Making 计划和决策制定 - Communication 沟通交流 - Training and Development 培训和发展 - Technical Knowledge 技术知识 The completed reviews are to be submitted to Service Executive b56、y stipulated dates from Human Resources. F & B DIVISION CHEFS MANUAL Page 21 of 130 完成的评估在人力资源部规定的时间内，交给部门总监。 The individual review for the Service Associate has no weight on the ex-gracia bonus as the ex-gracia is based on the team goals. b. Annual Performance Development Review (Refer to Hotel Cop57、y) 每年工作表现评估。 The Annual PDR will be based on goals set by Service Executive. These goals will be disseminated to the Service Managers. 每年工作表现评估将依据部门总监制定的目标。这些目标将会通知到各宾客服务经理。 Hotel Goals酒店目标酒店目标 (Sample see Appendix 1a) 1. Business Results 经营业绩 2. Customer and Brand Loyalty 顾客和品牌忠诚度 3. Service 服务 4. 58、People 人员 5. Fire and Life Safety 火灾和生命安全 Divisional Goals部门目标部门目标 (Sample see Appendix 1b) 1. Departmental Business Results 经营业绩 2. Customer and Brand Loyalty顾客和品牌忠诚度 3. Service 服务 4. People 服务 5. Hygiene & Sanitation 卫生 Service Associate 宾客服务员 It is recommended to the team through a briefing to ch59、art the progress of each team goal twice a year. Service Leader 宾客服务经理 The Service Manager is to have the review individually with Service Leader for their goals, together with the 6 months evaluation. 宾客服务经理，结合半年的评估，要对各个宾客服务主管就其目标进行评估。 F & B DIVISION CHEFS MANUAL Page 22 of 130 DISCIPLINARY ACTION 60、PROCEDURES纪律处理程序Upon the violation of an offence of a staff一旦员工违反规定Service Manager to investigate & raise a Disciplinary Action Form部门经理进行调查并准备纪律处理程序表Forms are to be signed by the Employee and the Service Manager员工和部门经理签字Copy of the Disciplinary Action Report to be filed into the personal file of th61、e staff for recording purpose将纪律处理报告存入员工档案Copy to be submitted to Human Resources将复印件交给人力资源部To raise AOC, signed by Service Executive, and to submit to HR and Paymaster immediately提出AOC，由酒店总监签字后交给人力资源部Service Manager to discuss with Service Executive and HR部门经理要和酒店总监和人力资源部进行讨论If offence warrants an 62、immediate suspension or dismissal如果处理的结果是解雇员工- Manager must have sufficient grounds to raise a Form部门经理必须掌握充分的证据- To be based on the Disciplinary Action Table 以纪律处理表为基准- Must be Progressive in nature 必须按照程序进行Flowchart 2.7 F & B DIVISION CHEFS MANUAL Page 23 of 130 2.7 DISCIPLINARY PROCEDURES (See fl63、ow chart 2.7) 纪律培训程序 The Hotels approach to discipline is progressive and corrective in nature. Disciplinary action will be taken whenever an employee fails to follow or adhere to any rule or policy of the Hotel. These may be performance or conduct related offences as spelt out in the Disciplinary A64、ction Table (Refer to Hotel Copy). If there is any infraction that is not spelt out in the table, refer to Human Resources for action. 无论员工是否遵守酒店政策的规定，都要对员工进行纪律培训。 这些培训涉及到纪律培训表上列出的过失。如果有些过失未列出，向人力资源部咨询。 It must also be in accordance with the employees total Progressive Disciplinary Action Form (Refe65、r to Hotel Copy), i.e. if an employee has been counseled for poor timekeeping, and had committed another offence such as insubordination within 6 months, insubordination will be treated as a second offence and not the first offence for insubordination. The Service Manager should then give a verbal w66、arning to the staff. The offences as such are accumulative in nature. The guideline is also that staff should not be penalized for warnings that were committed more than 6 months ago. 这必须要和员工整体的进度培训表上的内容相一致。例如员工未能遵守时间规定，并且在半年内未遵守其他规定。那么将视为第二次违反规定而不是第一次。宾客服务经理就要给予其员工口头警告。 In cases where the employee 67、has violated a major infraction of the Hotels policies or procedures, the progressive steps for disciplinary action need not be followed but immediate suspension for inquiry or dismissal. 如果员工违反了酒店重要的规章制度，那么就要立刻终止纪律警告，进行调查或解雇员工。 Progress Disciplinary Action First Offence 初犯 : Counseling 劝告 Subsequen68、t Offence : Verbal Warning口头警告 Subsequent Offence : 1st Written Warning 第一次书面警告 Subsequent Offence : 2nd Written Warning 第二次书面警告 Subsequent Offence : Final Warning最后警告 Subsequent Offence : Dismissal 解雇 Upon each offence, the Service Manager is to ensure that a Disciplinary Action Form” (Refer to Hot69、el Copy) is completed and signed by both the Service Manager and the staff concerned. It is also important that the forms F & B DIVISION CHEFS MANUAL Page 24 of 130 are filed into their personal files for recording purposes. A copy is to be handed to the Human Resources Division. 员工每次的错误，宾客服务经理要保证完成70、纪律行为表，并让相关员工签名。将记录存入个人档案。将复印件送交给人力资源部。 All suspensions and dismissals must be consulted with Service Executive and Human Resources Division before any action may be taken. 对员工的解雇要向酒店总监和人力资源部咨询。 F & B DIVISION CHEFS MANUAL Page 25 of 130 If the offence committed warrants a dismissal, the Service Mana71、ger is to ensure that an AOC is raised, signed by Service Executive, and thereafter submitted to Human Resources Division and the Paymaster immediately to cease payment of salary. F & B DIVISION CHEFS MANUAL Page 26 of 130 ORGANIZATIONS OF OPERATIONS 操作部门操作部门 F & B DIVISION CHEFS MANUAL Page 27 of 172、30 3.1 F,B Culinary 餐饮部厨房餐饮部厨房 DELEGATION OF DUTIES 责任委托责任委托 Sous Chef must take the time to plan and organize their kitchen. It is the sous Chefs responsibility to ensure that the following are carried out 厨师长必须利用时间规划安排厨房。保证以下要求的 实施是厨师长的责任。 . a. Training b. 培训培训 Sous Chef are to ensure that employe73、es under their care receive the proper training and coaching to do their jobs. You must be involved in identifying areas of gaps in performance that can be resolved by training. Training for the sake of accumulating hours should not be encouraged. The delivery of training which involves the selectio74、n of trainees, schedule of training sessions and identification of venue can be delegated to your assistant. However, you must still monitor closely to ensure that training takes place and that it is the solution to close the performance gap. It is thus essential for all Sous Chef to attend the Trai75、ner course. 厨师长要保证其下属的员工受到适当的培训来完成工作。发现实际工作中的遗漏以在培训中弥补。培训不以计时为目的。培训的具体交付包括挑选培训人员，规划培训时间和确定培训地点可以交由你们的助手负责。但仍需要你的监督以保证培训的进行同时对实际工作查漏补缺。所以所有厨师长必须参加培训课程是必要的。 c. Hygiene d. 卫生卫生 Check that all food production area strictly follows the SFSMS policies 核查所有的食品区严格遵守 FSMS 的政策要求。 c. Scheduling of Staff 排班 The76、 scheduling of staff is an important aspect of an outlets operation. Scheduling should be done taking into consideration the volume of business and staffing requirements to run the operations. 排班是输出操作的一个重要方面。根据业务量和操作的员工要求来进行排班。 F & B DIVISION CHEFS MANUAL Page 28 of 130 e. Quality Control f. 质量把关质量把77、关 ? Insure that the dishes are conform to the established recipe ? Continuously check taste, presentation and temperature to maintain consistency ? Assure freshness and use of correct ingredient ? 保证盘子符合现定的菜单要求 ? 不断检查口感，温度和菜色以保持一致 ? 保证食物，用料准确 e. Controlling of Expenses f. 控制成本控制成本 It is the goal of 78、every Sous Chef to monitor expenses in the following areas. ? To insure that direct food order, store requisition etc are in relation with the volume of business ? To minimize equipment breakages in the respective kitchen ? To control food cost, adhere to recipe costing and portion control guideline79、 ? To keep in a close monitoring over all food products used, with a purpose of eliminating wastage and spoilage ? To control staff overtime / casual labor expense ? 在以下方面控制成本是每个厨师长的目标 ? 确定食品订单储存要求等于业务量挂钩。 ? 在各个厨房减少设备损坏。 ? 按照成本计划和比例控制指南控制食品成本。 ? 严格监督所有的食品旨在减少浪费和损坏。 ? 控制员工加班时间不滥用人力 g. Maintenance h. 80、维护维护 Maintenance of the kitchen is the responsibility of the sous Chef. The following should be done to ensure that the kitchen is well maintained and in working order. ? To ensure that all operating equipment is working and to liaise with Engineering Department should they be faulty. If the equipme81、nt is not in working order, raise a Maintenance Work Order Form for Engineering. If the work order is not F & B DIVISION CHEFS MANUAL Page 29 of 130 followed up for the next 48 hours, Sous Chef are to report it at the Chefs morning briefing. ? To conduct a tour of your kitchen twice a week according82、 to the maintenance checklist. ? To ensure proper maintenance according to the required safety standard. ? 厨房的维护是每一个厨师长的责任。应做到以下几方面以保证厨房维护良好井然有序。 ? 保证所有的操作设备工作正常与工程部联系检查是否有误。如果设备工作不正常，领取一张维修单。如果在 48 小时内无对此维修单的跟进，厨师长应在晨会上向主厨报告。 ? 按照维护记录要求每两星期检查厨房。 ? 按照安全标准保证适当的维护。 g. Log of Events h. 日志日志 Every kitch83、en must have a logbook) documenting all incidents. The logbook is to be updated on a daily basis and submitted to the Executive Chef Office before the morning briefing. 每个厨房必须有一个记录所有事项的日志。日志必须根据日常事物每天更新并且在晨会前交给主厨。 F & B DIVISION CHEFS MANUAL Page 30 of 130 3.2 CONDUCTING BRIEFING 组织会议组织会议 Keeping st84、aff informed of the relevant hotel information and events an integral part of the communication process in the outlet. Briefings should be conducted daily, 15 minutes before the start of each shift or meal period. It involves all staff on duty. 告知员工相关的酒店信息和活动。会议要每天进行，在换班或用餐前十五分钟召开。所有相关员工都要参加。 The in85、formation covered in daily briefings should include: 每日会议的内容要包括以下几点： - occupancy of the hotel 酒店的入住率 - Guest comments, e.g. We Value Your Opinion 客人评价 - Special promotions and up-selling items 促销活动和产品 - large groups dining in the outlet 餐厅接待大团队用餐 - Arrival of VIP. VIP 客人入住 - Special guest requests s86、uch as arrangement of birthday cakes, special menus, etc 客人的特殊要求 - Outlet sales month-to-date 列出当月销售量 - Average check / revenue / covers versus forecast 预计平均收入 - Daily specials and unavailable items on the menu 确定每日推荐菜肴 A physical check on staff grooming (Refer to Hotel Standards) should also be car87、ried out during the briefing. 会议时要检查员工的穿着修饰。 Briefing should not exceed 15 minutes. 会议不可超过十五分钟。 F & B DIVISION CHEFS MANUAL Page 31 of 130 3.3 KITCHEN MORNING MEETING GUIDELINES 厨房早会指导原则厨房早会指导原则 The kitchen morning meeting is held every morning in the Meeting Room (location to be established by Exec88、utive Chef) unless otherwise informed. The people involved include all outlet Sous chefs, F&B Trainer, Hygienist, the Executive Sous Chef, Chief Steward and Section Chef. 每天在会议室召开厨房晨会（会议地点又行政总厨决定）。到会人员有所有餐厅厨师长，F&B 培训员，卫生人员，行政副总厨，管家部主管和其他厨师。 In the morning meeting, you are to report the following: 在晨89、会上，要汇报以下内容： - Outlets performance versus forecast - any guest complaints or suggestions 客人投诉和建议 - staffing issues 人事问题 - Reservations of large groups or VIP 团队或 VIP 预定情况 - outlet concerns 餐厅问题 Other information to be reported by the relevant persons is as follows: 其他信息有以下相关人员汇报 - F&B Trainer F&B 培训员90、 * Training scheduled for the day 培训计划 * Topic/time/venue/trainer for the scheduled training 主题，时间，地点 - Outlet Chef 餐厅厨师 * Reservation on book 预定情况 * Activities of the day 当天活动 * Maintenance 维修保养 * Promotion feedback 反馈 - Banquet Chef 宴会厨师 * Banquet events for the day 当天宴会安排 * Special requirement (s91、et up time for function)特殊要求 - Executive Sous Chef 行政副总厨 * Guest comments and “We Value Your Opinion” comments客人意见 * Follow up on kitchen issues 厨房问题 * Other relevant issues brought up at daily Hotel meeting 其他相关问题。 If you are unable to attend the morning meetings, send you assistant in place of you92、. Do not send a rank and file staff as representative. 如果不能参加会议，派其他人员参加。 F & B DIVISION CHEFS MANUAL Page 32 of 130 3.4 TOUR OF Operating OUTLET 餐厅运营检查餐厅运营检查 The tour of the outlet must be conducted at least once a week in the afternoon for the front of the house and early in the morning for the hea93、rt of the house. 每周至少要检查餐厅一次。下午检查前区，早晨检查中心区域。 Heart of the house tour:中心区域检查中心区域检查 The Outlet Chef and the Chef de Partie and at least one Cook must conduct the heart of the house tour. The areas to be looked into include: - working table / equipment / shelves / storage 工作台/设备/架子/存货 - walk-in fridge94、s / chillers / food storage areas 冰箱/冷柜/食物储存区域 - stoves / deep-fryers / exhaust / woks 炉子/油炸锅/排气装置/炒菜锅 - floor / walls / drainage / heavy equipment 地板/墙/排水区域/重型设备 Following the tour, all defects from both areas must be recorded and reported to Engineering Department and Housekeeping and Chefs office95、. 记录下所有区域的漏洞和问题，报告给工程部，管家部和行政总厨办公室。 It is the responsibility of the Service Manager (Outlet Chef) to follow up with the status of job completion of defects reported. 宾客服务经理（餐厅厨师），要跟进报告上指出的问题。 F & B DIVISION CHEFS MANUAL Page 33 of 130 3.5 REQUISITION PROCEDURES 申请程序申请程序 Prior to requisition of items96、, the Outlet Chef must do the following. 申请物品前，餐厅厨师必须要做以下工作： Step 1 - Establish Par Stocks for the items (for details of par stocks, refer to F&B Operating Manual) 步骤 1 - 给物品建立标准库存（库存明细，具体参照餐饮部运作指南） Step 2 - Know the cost of each item 步骤 2 - 了解各物品的成本 Requisition Guidelines 申请指南申请指南 1. Operating Supp97、lies Requisition (Refer to Hotel Copy) Operating Supplies (On Loan) (Refer to Hotel Copy) - Applicable to Banquet Department 适用于宴会部 To be submitted to Stewarding Department whenever required with 1 week notice. (Approval by Service Manager - Chief Steward) 如有需要在一周内交给管事部。（得到宾客服务经理的批准） 2. Storeroom Fo98、od / Beverage Requisition (Refer to Hotel Copy) 储存食品/饮料申请 To be submitted to food / beverage store and collect on a daily basis. (Approval by Service Executive) 每日，将申请单交给餐饮储存部。（由部门总监批准） 3. Stationery Requisition (Refer to Hotel Copy) 文具申请 To be collected twice a week and submitted for approval befor99、e that. (Approval by Service Executive) 一周统计两次，然后交由部门总监批准。 4. Purchase Requisition (Refer to Hotel Copy) 采购申请 - For external purchase.内部购买 - Refer to Purchasing Department for date of delivery. (Approval by Service Executive) 向采购部咨询送到日期(由部门总监批准 9. Capex Requisition (Refer to Hotel Copy) To be planne100、d annually and submitted to Service Executive / General Manager for approval of purchase for expensive items. 每年计划一次，贵重物品申请交由部门总监/总经理批准。 * Selected hotels may submit the requisitions online (if applicable) F & B DIVISION CHEFS MANUAL Page 34 of 130 选中的酒店要将申请表传到网上。 F & B DIVISION CHEFS MANUAL Page 35101、 of 130 3.6 STAFF MOTIVATION 员工激励员工激励 Motivation of employees is a critical part of an outlets success. It is part of a Service Managers role to ensure that staffs in the department are motivated to do their jobs. You as the Service Manager, must build up a camaraderie within the department. 员工激励是餐厅102、经营成功的关键部分。宾客服务经理的一个重要角色就是激励部门员工，营造一个团队合作的氛围。 Who are involved? 设计到的人员设计到的人员 It is the role of a Service Manager to ensure that all Service Associates and Service Leaders are motivated both as a group and as individuals. This should be done on an on-going basis. 宾客服务经理要保证激励宾客服务员和宾客服务主管。 Methods of Mo103、tivation 激励的方法激励的方法 There are many ways of motivating employees. Below are just some ideas for you. You could have more interesting and novel ideas in addition to the ones below. 有很多激励员工的方法。以下是其中的几点。 - carry out direct and open communications直接进行沟通 - ensure coaching and feedback happens 保证要有反馈 - con104、duct formal reviews every 3 months on staff performance and on-going informal reviews 每三个月，就员工的工作表现进行一次正式的评估和非正式评估。 - listen and take note of staff ideas and suggestions 倾听和记录员工的想法和建议。 - instill confidence in staff with positive feedback and encourage them to perform better by giving them specific g105、oals and deadlines 用积极的反馈，让员工自信，通过给他们制定明确的目标，规定任务期限来鼓励员工做得更好。 - praise staff for good performance 表扬工作突出的员工 - encourage healthy internal competition 鼓励内部正当的竞争。 - give clear and specific guidelines as to what they can and cannot do (delegation of authority) to boost their confidence in performing cer106、tain duties 明确告诉员工什么应该做什么不应该做，让员工在执行具体任务时建立自信心。 F & B DIVISION CHEFS MANUAL Page 36 of 130 Results of Motivation 激励结果激励结果 If your staffs are motivated and there is a common bond in your department, you will begin to see the following: 如果你的员工得到有效的激励，在你的部门就会形成一条纽带。 - retention of staff 留住员工 - better s107、taff performance 良好的工作表现 - reduction in cost of training as a result of reduction in turnover 离职率的降低从而减少培训成本 - higher staff productivity 更高的工作效率 - job satisfaction 工作满足感 - a positive work environment 一个积极的工作氛围 F & B DIVISION CHEFS MANUAL Page 37 of 130 3.7 HANDLING EVENT GROUP 处理团队会议处理团队会议 Events he108、ld in hotel, with arranged group meals in F&B outlet / function room. Information to be provided by the Events Management Team via BEO / Function Sheet. 在酒店举行的宴会及会议，会安排在餐厅或是多功能厅用餐。宴会及会议统筹团队会通过 BEO/Function Sheet 告知相关信息。 - Receive BEO / Function Sheet via department pigeonhole 经由 BEO / Function Sheet109、 接收。 - Check to ensure that booking is made in outlet reservation book 确保已经在预定簿上登记在册 - Check to ensure that outlet Manager is aware of booking 确保餐厅经理知晓预定 - Plan / assign tables and staffing in advance 提前确定摆台和员工 - Brief staff in advance on group requirements prior to arrival 在团队到达前给员工做简短说明 - Standby 110、to welcome guest upon arrival 加入欢迎宾客队伍当宾客到达的时候 - Count actual number of guests present as part of the group 统计实际出席的宾客人数 - Raise Inter-Kitchen / Revenue Transfer Form (Refer to Hotel Copy) 填写 Inter-Kitchen / Revenue Transfer Form (提供副本给酒店做参考) - Include comments in outlet logbook 在餐厅日志上写备注 * To obtain111、 further details from F&B SOP (Standard Operating Procedures) F & B DIVISION CHEFS MANUAL Page 38 of 130 SCHEDULING工作计划安排工作计划安排 F & B DIVISION CHEFS MANUAL Page 39 of 130 SCHEDULING OF STAFF员工排班计划员工排班计划Do a 14-day Business Forecast14天的营业状况预测Schedule staff as per business volume根据营业额安排员工时间表Post sched112、ule 2 weeks in advance提早两周公布排班表Info required to do forecast (to obtain from Executive Chef Office) 预测信息（行政总厨办公室提供）预测信息（行政总厨办公室提供）- Room occupancy % 客房入住率- Banquet / Convention events / Tours宴会/会议/旅游团- Outlets statistics 销路统计(For how to, refer to Finance section 6.1)Use standard staff roster 采用标准的排班表113、- Names written by ranking 名字按顺序排列- Surname first, then given name 先写姓再写名- Use AM / PM, not 2400 hours用AM/PM，不用24 小时制- Indicate outstanding AL / PH 表明休假/公休- Service Executive to approve roster部门总监审核排班表- A copy submit to Executive Chef Office weekly每周向行政总厨办公室提供排班表备份- A copy file for record 备份存档Flow c114、hart 4.1 F & B DIVISION CHEFS MANUAL Page 40 of 130 4.1 SCHEDULING OF STAFF 员工排班计划员工排班计划 One of the most important role of a Service Manager is to balance business needs and staffing requirements. The key in effective scheduling is to first do a forecast of projected business. The 14-day forecast ca115、n be derived from your 3 month forecast preparation figures. Go through the forecast to anticipate needs before scheduling your staff strength. 宾客服务经理其中一个重要的角色就是平衡营业需求和员工要求。有效的计划安排关键在于首先对营业状况进行预测。14 天的预测可以为你三个月的预测作准备。在安排员工前，浏览预测安排以确定需要。 For details, refer to flow chart 4.1. * Refer to Standard Staff116、 Roster Format (see Appendix 3). F & B DIVISION CHEFS MANUAL Page 41 of 130 PLANNING OF LEAVE休假计划休假计划Flow Chart 4.2ANNUAL LEAVE年假PUBLIC HOLIDAY法定假Annual leave must not exceed 1 years entitlement on 31 Dec年假不能超过本年即12月31日止Public Holidays must be cleared within 30 days of the said holiday. If the Servi117、ce Manager is unable to clear within the time frame, discretion can be exercised法定假必须要在30天内消掉。如果服务经理无法在此期间消掉，酌情定夺。Service Manager to review and open up dates for application of annual leave 服务经理核查并公开申请年假的日期Staff submit annual leave request form员工递交年假申请表Staff to submit Public Holiday request form 员工递118、交法定假申请表Service Manager to review / approve服务经理审查 / 批准NOT APPROVED 不批不批Inform staff within one week提早一周通知员工Approved批准Approved批准Inform staff upon approval告知员工已经批准Service Manager (Chef or Executive Chefs Secretary) to record claim of PH taken 服务经理（厨师或行政总厨秘书）对法定假做记录Raise AOC/ Action Form, submit to Serv119、ice Executive / HR (if applicable) for endorsement* Recommended to plan all staff leave at the beginning of the year F & B DIVISION CHEFS MANUAL Page 42 of 130 4.2 PLANNING OF LEAVE 假期安排假期安排 All hotel employees enjoy annual leave benefits as stipulated in their Letter of Appointment and / or Collect120、ive Agreement. 所有酒店的员工都享有年假的福利。 No employee is permitted to accumulate more than 1 year of annual leave entitlement as at 31 December. 没有雇员的年假能累计到下一年，必须要在本年度即 12 月 31 日前休完。 Annual leave can accumulate at an alarming rate if not kept in check. Service Managers must thus be aware of the total leave en121、titlement of his/her outlet. You are to plan and release your staff on annual leave during the lull periods. Dates available for application of annual leave must be clearly posted up on the notice board. Annual leave plan should be in line with your 3 month forecasts following the 3 month cycle of a122、 monthly review of business needs versus leave requirements to meet any last minute changes. * Recommended to plan all staff leave at the beginning of the year * Leave Application Form (Refer to Hotel Copy) must be approved prior For details, refer to flow chart 4.2. F & B DIVISION CHEFS MANUAL Page123、 43 of 130 REQUEST & SUBMISSION OF OVERTIMEFlow chart 4.3There are 2 types of overtime in the Hotel - within the department and inter department.Departmental Overtime本部门加班Inter Departmental Overtime跨部门加班Submit overtime request form to Executive Chef Office for approval in advance 提早递交加班申请表给行政总厨办公室Se124、rvice Executive to approve部门总监批准Fill up overtime payment form in duplicate. Attached approved overtime request form, Service Manager to sign 填写加班费表格，附上加班申请表，并交由服务经理签署*Use standard overtime payment sheet(refer to each hotel)Final approval by Service Executive最终由部门总监批准* Can be used as reference during125、 P&L reviewPayment as per casual labour system Rate per hour as stipulated by HRAccording to labour law of each country-Option 1 - Calculation of overtime: EXAMPLES: * rest day 2 x salary per hour * working day 1.5 x salary per hour * public holiday 3 x salary per hourOption 2 - Calculation of salar126、y by hour EXAMPLE: Basic Salary x 12 months = 1 hr rate No. of hrs x 12 months (refer to local labour law)Option 3 - Casual labour rate / off-in-lieu- Submit top copy of payment form to paymaster in advance 提早递交加班费表格第一联- Service Manager to keep duplicate for future reference 服务经理保留第二联以作参考 F & B DIVI127、SION CHEFS MANUAL Page 44 of 130 4.3 REQUEST AND SUBMISSION OF OVERTIME 加班申请加班申请 Overtime must be paid to staff who works beyond the number of hours workweek as spelt out in the Employment Act as applicable in each country. Refer to flowchart 4.3 for details on rate and payment. 根据雇用条例，员工加班，要付给员工加班工128、资。 Labor cost takes up a chunk of operating expenses of an outlet. As such, if Service Managers do not keep a close watch on labor cost, it will eat into the profitability of the outlet. You should be aware of each employees payroll cost and be selective when incurring overtime. 员工工资占餐厅运营费用的一大部分。如果宾129、客服务经理不密切关注工资成本，就会影响餐厅的利润。要意识到员工的工资费用，有选择性地允许员工加班。 4.4 COMPILING AND USING THE ABSENTEEISM REPORT / OUTLET ATTENDANCE SHEET 汇集缺席报告汇集缺席报告/餐厅员工出勤单餐厅员工出勤单 The absenteeism report indicates the number of days an employee has worked. It is used by Human Resources to generate the labor productivity report (130、if applicable). The absenteeism report is to be submitted to HR by the last day of every month. (Refer to each hotel for format used.) 缺席报告要包括工作的天数。通常由人力资源部制定员工工作报告。每月的最后一天，将缺席报告交给人力资源部。 4.5 SUBMISSION OF ALLOWANCES Allowances are paid to employees according to the Collective Agreement. All payment 131、of allowances must be in line with the hotels policies and procedures and approved by the Service Executive. 根据集体达成的意见发放津贴。津贴的发放要符合酒店的政策和程序，然后由部门总监批准。 * Where applicable, depending on labor law of each country. 根据所在国家的劳动法而定。 F & B DIVISION CHEFS MANUAL Page 45 of 130 ALLOWANCES津贴补助津贴补助Flow chart 4.5132、Split Shift Allowances两头班补助Taxi Allowances出租车补助Midnight Allowances夜班补助Paid to staff scheduled to work split shift duties only Rate as stipulated in CA (Collective Agreement)Paid to staff scheduled to work from 11:00pm to 7:00am. Rate as stipulated in CAPaid to staff scheduled to report for work befo133、re 6:00am. For claims of taxi fare after midnight, refer to HR Transport ProceduresService Manager to fill standard allowance form in duplicate (Refer to Hotel Copy) 服务经理填写标准补助表格1. Fill up employees full name / ID no. clearly 清楚填写员工全名/工号2. Indicate the date and no. of split or midnight shift perform134、ed for the period clearly. 清楚填写日期和在此期间两头班和夜班数3. Service Manager to sign 服务经理签署Final approval from Service Executive部门总监最终批准- Service Manager to submit the first copy of the allowance request form to paymaster (refer to Finance for submission dateline) 服务经理递交第一联补助申请表给出纳- File the duplicate for record135、 purposes 第二联存档备份Staff to fill up taxi rebate claim on petty cash voucher immediately with Security Officer upon arrival当出租车到达的时候，员工与保安部人员在小额代金券上填写出租车打折表，Officer to verify and sign 办事员确认并签字Staff to submit voucher to Service Manager for approval on the same day 当天员工把代金券交割服务经理审批Service Manager to subm136、it voucher to Service Executive for final approval 服务经理递交代金券给部门总监最终审批Voucher is returned to staff. Staff claims amount from Chief Cashier返还代金券给员工，从出纳处报销* Where applicable, depending on labour law of each country F & B DIVISION CHEFS MANUAL Page 46 of 130 Refer to flow chart 4.5 for details on calcul137、ation. F & B DIVISION CHEFS MANUAL Page 47 of 130 DELEGATION OF AUTHORITY责任委托责任委托 F & B DIVISION CHEFS MANUAL Page 48 of 130 5.1 PARAMETERS OF AUTHORITY 工作权限工作权限 (Refer to Individual Hotel. For Sample, see Appendix 4) F & B DIVISION CHEFS MANUAL Page 49 of 130 FINANCE财务财务 F & B DIVISION CHEFS MANUAL138、 Page 50 of 130 F O R E C A S T P R E P A R A T IO N预 测 准 备 工 作F lo w ch art 6 .13 M O N T H S F O R E C A S T3 个 月 的 预 测 情 况Q uestio ns to be answ ered before com piling figures在 收 集 数 据 前 ， 了 解 以 下 问 题1. M arket con dition 市 场 情 况2. H otels ro om occupancy for next 3 m onths接 下 来 三 个 月 的 房 间 入 住 率139、3. F & B prom otion plan 餐 饮 部 晋 升 计 划F o recast R ev en u e收 入 预 测F o recast E x p en ses预 测 开 支T o fo recast ex p en ses, u se attach ed P & L rev iew to d eterm in e sh o u ld co st b e calcu lated in % o r $ 根 据附 上 的 损 益 表 预 测 费 用F o recast co v ers b y m eal p erio d s 2 6 d ay s + w eek en d s140、C o s t b y C o v e rs- C a lc u la te b u d g e te d c o s t b y c o v e rs- U s e b u d g e te d c o s t b y c o v e rs to fo re c a s t c o s t b y c o v e rs o f n e x t 3 m o n th sF o recast A v erag e C h eck- in lin e w ith p rev io u s m o n th平 均 预 测 检 查 ， 和 上 个 月一 致C alcu late In d irect 141、E x p en ses v s B u d g et计 算 间 接 费 用F o recastF o o d C o st / L ab o u r C o st v s A ctu al P rev io u s M o n th预 测 食 品 成 本 ， 工 资 成 本T o tal fo recasted rev en u e总 收 入 预 测T o tal fo recasted ex p en ses总 开 支 预 测P R O F IT %利 润A ctio n to fo llo wR ed u ce o f E x p en sesA ctio n P lan减 少 开 支 142、计 划M u ltip lyR E V E N U E收 入E X P E N S E S开 支(M IN U S )In crease o f R ev en u eA ctio n P lan(P ro m o tio n s / U p sellin g )增 加 利 润 计 划增 加 利 润 计 划 F & B DIVISION CHEFS MANUAL Page 51 of 130 6.1 FORECAST PREPARATION 预测准备预测准备 A forecast must encompass the trend of business of the Hotel and the143、 economic environment of the city / country. 预测要包括酒店运营的趋势和当地的经济情况。 Forecasts should always be in the range of the best estimation using assumptions on market conditions. All necessary actions must be taken to achieve the divisional or department profit set in the budget. 根据市场情况，预测要始终在最佳预算的范围内，要采取所有必144、要的措施以达到部门预期的利润目标。 For further details on how to prepare forecasts, refer to flow chart 6.1 如何进行预测准备工作的细节问题参阅 flow chart 6.1 In a situation of a shortfall in revenue, action must be taken to bring the expenses in line to achieve the Gross Operating Profit (G.O.P.). An aggressive action plan such as p145、romotional activities for the outlet or an up-selling campaign should be mapped out to maximize revenue. 在收入不足的情况下，必须要采取措施节省开支，以符合总的营运利润。采取各种大胆的措施，例如，餐厅促销活动，以增加利润。 F & B DIVISION CHEFS MANUAL Page 52 of 130 PROFIT & LOSS REVIEWFlow Chart 6.2REVENUEIf below or above BudgetWHY?Is it Covers? If yes, Wh146、enBreakfast/Lunch/Dinner?Is it Average Check? WHY?Total Food Revenue vs BudgetTotal Beverage Revenue vs BudgetEXPENSESFood Cost %Beverage Cost %Labour Cost %Executive Chef - JustificationWHERE?Managers?Stewards?Service?Food Prep?Casuals?Overtime?WHY?FIND OUTCost by covers vs budget- Cleaning supplie147、s $- Printing $- Supplies & Others $- Menus - Beverage $- Kitchen Utensils $- Kitchen Fuel $- Decorations $WHY?WHERE TO LOOKAccounting?Purchasing?Communication?Stewarding?FIXED ALLOCATIONChina/silver/glass $WHY?WHERE TO LOOKF&B Office?Stewarding?PROFITACTUAL % vs BUDGET % = ?IN LINE WITH FORECAST F 148、& B DIVISION CHEFS MANUAL Page 53 of 130 6.2 PROFIT AND LOSS REVIEW 损益表损益表 As you receive the monthly Profit and Loss statement, it is your duty to analyze your outlets statement. 收到月损益表后，要分析餐厅的营业情况 For details on review of P&L, refer to flow chart 6.2 细节问题请参阅 flow chart 6.2 Expenses of your outlet 149、should be reviewed line by line (including labor). If expenses deviate + / - 5%, you must investigate by questioning related departments and divisions to find out the nature or the reason of the deviation. Cost by cover is the most accurate way to interpret the trend of your expenses. 要一行行检查餐厅的费用情况（150、包括工资费用）。如果开支偏离 5%左右，要对相关部门进行调查，以查处原因。 Once a complete analysis of the P & L has been carried out, corrective actions to improve the results should be carried out in the subsequent days and weeks. 一旦完成损益情况分析工作，就要进行改正工作。 Remember:记住 It doesnt matter how much you make, it is how much you keep. “重要的不是挣了151、多少钱，而是你能留住多少客人” F & B DIVISION CHEFS MANUAL Page 54 of 130 Attachment 6.3a SHANGRI-LA HOTEL BUTCHER TEST NAME OF ITEM 名称名称_ ITEM CODE编号编号 _ WEIGHT SPECIFICATION重量重量 _ PRICE $/KG 价格价格_ SUPPLIER供应商供应商 _ TOTAL $总额总额 _ COST FACTOR _ DATE日期日期 _ COST ITEM物品物品 KG RATIO % KG TOTAL Total Weight总重量总重量 Unpacke152、d / Defrosted Bone, Fat & Trimmings Saleable Raw Weight TRIMMINGS Breakdown Bones Fat Sinew Skin Others Total USEABLE TRIMMINGS Soup Stock Others Total Prepared by Cost Controller Witnessed by Butcher Approved by Executive Chef /Butcher Test F & B DIVISION CHEFS MANUAL Page 55 of 130 Attachment 6.3b153、 PORTION CONTROL Date :_ Articles and Description Location Weight per portion Remarks Prepared by Cost Controller Verified by Butcher, Outlet Sous Chef or Executive Sous Chef Approved by Executive Chef /Portion Control F & B DIVISION CHEFS MANUAL Page 56 of 130 6.3a BUTCHER TEST 肉类加工测试肉类加工测试 The raw154、 meat butcher test is used to determine the actual net yield and cost of the saleable meat when a standard or prime cut (e.g. lamb loin, short loin, etc) is trimmed in the hotels Butchery Section. 当在酒店肉房加工一块标准或是粗加工的肉的时候，生肉的加工测试就决定了肉类的实际净产量和实际销售成本。 This exercise should not be taken lightly, it is a v155、ery important part of the costing which can affect your food cost if not conducted properly. 这是一项工作不能掉以轻心，是成本计算中非常重要的组成部分，如果处理不恰当的话会影响到食品成本 Butcher Test, refer to attachment 6.3a 肉类加工测试 1. Three samples of the same product should be tested for each Butcher Gest. 每次测试要对同一个物品抽取三个样本测试。 2. It is the Che156、f Butcher responsibility to trim the sample tested. 这是改刀厨师的主要职责。 3. Cost Controller must be present when Butcher Test is conducted. 当测试进行的时候，成本控制员必须要在场。 4. The Cost Controller is responsible for recording the weights on the Butcher Test Item Specification Sheet. 成本控制员的职责是在样品加工测试说明表上记录物品重量。 5. Test s157、hould be conducted at least once a year and whenever we change the brand of the pr5oduct. 此测试一年至少进行一次或在每次我们改换产品牌子的时候进行测试 6.3b PORTION CONTROL 份量控制份量控制 Portion Control, refer to attachment 6.3b 1. All weights and specifications must be the same than on the recipe card. 所有的重量和规格要更食谱卡上一致。 2. Kitchen So158、us Chefs prepare portion control list according to recipe card, every time a new menu or carte is implemented, and a copy of it to be kept in Butchery, Cost Controller and Chefs Office. 厨房副总厨依据食谱卡准备份量控制清单，每次执行新菜单的时候，必须要给肉房、成本控制员和厨房搬公司保存备份。 3. Cost Controller to spot-check monthly all the listed dish159、es, if any discrepancy inform the Executive Chef immediately. 成本控制员要时刻抽查菜单，如果有任何偏差，要及时通知行政总厨 F & B DIVISION CHEFS MANUAL Page 57 of 130 4. Cost Controller will keep a copy of the report for his reference and send a copy to Executive Chefs Office. 成本控制员要对报告存档以作日后参考，并给行政总厨办公室备份 6.4 MARKET SURVEY 市场调查市160、场调查 It is our goal to have full restaurants in all of our hotels. An empty seat is not producing revenue and is wasted space within the outlet. 我们的目标是所有酒店的餐厅都能满员。空位不能带来利润，而且浪费餐厅的空间。 Pricing of menu items must take this into account if we are not to deter guests from our outlets. Prices must be dicta161、ted by the market and therefore be competitive. 定价时要考虑到，制定价格是否会阻止一些客人前来就餐。价格要依据市场而定，因此制定的价格要具有竞争力。 Setting Pricing Strategies:价格制定策略价格制定策略 In setting prices, it is important to establish who your competitors are. 在定价过程中，弄清竞争对手非常重要。 ? Competitive with freestanding restaurants in the same market 和当地市场162、独立的餐厅竞争。 ? Perceived as value for money by the targeted market segments 要让目标市场感觉物有所值。 The price setting cycle is, therefore: ? Identify your competitors (for each bar, restaurant) 确定竞争对手（每个餐厅和酒吧） ? Establish their price range (i.e., the prices between which their menu items are priced) 确定竞争对手的价格范围。 163、? Identity the price of one or two key dishes which are popular and/or signature items 确定一些流行菜或招牌菜的价格。 ? Decide on your own pricing strategy. Should your prices: 制定自己的价格策略。制定的价格要 Undercut their prices 低于竞争对手的价格 Stay at the same price (but offer a better product and/or service to five yourself a mark164、eting edge) 保持相同的价格（但要提供优质的产品和服务） F & B DIVISION CHEFS MANUAL Page 58 of 130 Charge more (because you offer a better product and the market will still think they are getting better value for money)? 提高价格（因为我们提供优质的产品，并且市场认为物有所值） ? Set your prices in line with your pricing strategy 制定的价格要符合定价策略。 Prici165、ng Psychology 定价心理学 ? All consumers bring some idea of price and quality to a restaurant when they come to dine 当客人来就餐时，所有的客人都会带着自己对价格和质量的想法。 ? Consumers will generally be attracted to menu items that are offered at a price, which is less than they would expect to pay, especially if they are guided 166、to those items by restaurant staff. The difference should, however, not be so great that it looks suspiciously low in the eyes of the consumer. 如果菜单上的价格低于他所预计的，那么客人将会被菜单的食品所吸引，特别是被餐厅员工推荐的食品所吸引。然而在某些客人眼里，会觉得价格低得值得怀疑。 ? Consumers tend to buy in the middle price range on the menu. Menu items at both en167、ds of the price range can, therefore, be adjusted to take advantage of this trend. Adding menu items, which have prices slightly higher than the current average check, lowering top-end prices, and slightly raising some of the lower-end prices may increase revenues. Care should be taken not to raise 168、lower-end prices so much that low-price consumers are discouraged from using the restaurant. Our goal should always be volume. 客人趋向于选择菜单上中档的食品。菜单上食品价格范围的调整要利用这种趋势。菜单上增加的食品的价格要略高于平均的价格，低于最高的价格。适当的提高一些低价位食品的价格可增加收入。要注意不可将低价位食品的价格提高太多，以至于低价位食品消费客人不再来餐厅消费。 ? Intervals between prices should be consistent169、 and not large, especially at the top end of the price range. Large price differences have a negative effect on consumer choice. 价格的差异不可太大。过大的价格差距会给客人的选择造成负面影响。 ? Pricing of appetizers, soup, salad, dessert and other side dishes should be established with the intention that they should encourage the170、 guest to buy them. Remember that these items easily help to increase your average check. It does not cost more labour to give a desert or a soup with an entre. 要让客人能够接收开胃菜，汤，色，甜点等的价格。要记住这些食品能够增加平均营业收入。提供甜点或汤需要花费劳动成本。 F & B DIVISION CHEFS MANUAL Page 59 of 130 6.5 RECIPES COSTING 配料成本配料成本 1. PURPOSE171、 目的目的 To accurately determine the cost of raw material necessary for the preparation of every food items offered for sale in the restaurants. 在准备每份食物时，要精确地估计原材料的价格。 2. POLICY 政策政策 Prior to determining the sales prices of any restaurant or banquet menus, the cost of the standard recipe must be calcul172、ated and reviewed. 在确定所有餐厅和宴会食品价格前，要计算原材料的成本。 3. PROCEDURE 程序程序 3.1 To calculate the cost of a standard recipe 计算原材料成本计算原材料成本 ? The objective in costing a standard recipe is to establish a dollar value for the cost of all the raw materials used to produce the finished product. 计算原材料成本的目的是，在制作出最终的食品时173、，所有的原材料要物有所值。 ? In certain cases, soups, sauces, basic stock and preparation, the recipe will simply give a quantitative listing of each ingredient. 在某些情况下，汤、酱料、基本库存和准备工作，食谱会为各个成分列出一份用量清单。 ? For menu dishes, the recipe will be for one portion, specifying the standard portion size for the main item, 174、or items, and the additional ingredients that go into the preparation of that dish. 对于菜单上的菜肴，食谱会为主要或各个产品列出一人份标准份量的清单，并加入准备此菜肴需要的额外配料。 ? Some of the additional ingredients may be Non-Productive Items, the cost of which may be pre-determined on a per cover basis. 有些额外的配料可能是非生产性产品，成本可能以及预先涵盖了。 ? When s175、etting up a complete recipe file, the first step should be the basic recipes, for soups, sauces, bases, stocks, and dressings as they usually recur in the recipe cards for the main menu items. 当设立一个完整的食品的时候，第一步应该是设立经常出现在主菜单上的项目，如汤、酱料、原汁、敷料剂。 F & B DIVISION CHEFS MANUAL Page 60 of 130 3.2 Determining176、 the cost of Each Ingredient 确定每种配料成本确定每种配料成本 ? The above applies to any items where the normal quantities called for in recipes are directly related to the units shown in the Fidelio System. 上述所有物品在食谱中的正常数量都能直接在 Fidelio System中显示。 ? However, the remainders of the items listed as ingredients, that d177、o not come under the above category have to be carefully costed, after determining the actual net yield. 过对于其他一些属于上述类别的成分配，在确定其实际净产后要仔细的计算成本 ? The result of our butcher test gave us a cost factor, which will be entered into the Useable Content of the stock in the Fidelo system. 肉类加工测试结果能给予我们实际的成本用量，178、这将加入到 Fidelo System里的常用库存清单 ? The end result of adding the cost of each ingredient represents the cost of preparing the items served on that plate in the restaurant. 把每个配料成本加入到各个备料成本中最终的目的是能在餐厅的餐盘中体现出来。 ? It is important to add the cost of any additional items included in the service of that meal to179、 the customer. This would encompass such items as bread and butter, side salads, etc. also served to the customer when he selects his menu, without ant additional charge. 任何额外成本的增加对于消费者的用餐都是很重要的。这些项目包括面包和黄油、色拉等等，并在客人点单的时候免费提供。 4. TO AVOID CONFUSION 避免混淆避免混淆 It is strongly recommended to use metric s180、ystem only, i.e. for liquid ml, when the unit reach 1000 use lt. As it may create confusion; avoid to use cl and dl. 强烈建议只使用公制单位。 F & B DIVISION CHEFS MANUAL Page 61 of 130 DELEGATION OF DUTIES 明确职责明确职责 Sous Chefs / Chief Steward must take the time to plan and organize their kitchen. It is the sous 181、Chefs responsibility to ensure that the following are carried out. 厨师长必须利用时间规划安排厨房。保证以下要求的实施是副厨师长的责任。 i. Training 培训培训 Sous Chef are to ensure that employees under their care receive the proper training and coaching to do their jobs. You must be involved in identifying areas of gaps in performance t182、hat can be resolved by training. Training for the sake of accumulating hours should not be encouraged. The delivery of training which involves the selection of trainees, schedule of training sessions and identification of venue can be delegated to your assistant. However, you must still monitor clos183、ely to ensure that training takes place and that it is the solution to close the performance gap. It is thus essential for all Sous Chef to attend the Trainer course. 厨师长要保证其下属的员工受到适当的培训来完成工作。发现实际工作中的遗漏以在培训中弥补。培训不以计时为目的。培训的具体交付包括挑选培训人员，规划培训时间和确定培训地点可以交由你们的助手负责。但仍需要你的监督以保证培训的进行同时对实际工作查漏补缺。所以所有厨师长必须参加184、培训课程是必要的。 j. Hygiene k. 卫生卫生 Check that all food production area strictly follows the SFSMS policies 核查所有的食品区严格遵守 FSMS 的政策要求。 c. Scheduling of Staff 排班 The scheduling of staff is an important aspect of an outlets operation. Scheduling should be done taking into consideration the volume of business a185、nd staffing requirements to run the operations. 排班是输出操作的一个重要方面。根据业务量和操作的员工要求来进行排班。 F & B DIVISION CHEFS MANUAL Page 62 of 130 l. Quality Control m. 质量把关质量把关 ? Insure that the dishes are conform to the established recipe ? Continuously check taste, presentation and temperature to maintain consistency186、 ? Assure freshness and use of correct ingredient ? 保证盘子符合现定的菜单要求 ? 不断检查口感，温度和菜色以保持一致 ? 保证食物，用料准确 i. Controlling of Expenses j. 控制成本控制成本 It is the goal of every Sous Chef to monitor expenses in the following areas. ? To insure that direct food order, store requisition etc are in relation with the vo187、lume of business ? To minimize equipment breakages in the respective kitchen ? To control food cost, adhere to recipe costing and portion control guideline ? To keep in a close monitoring over all food products used, with a purpose of eliminating wastage and spoilage ? To control staff overtime / ca188、sual labor expense ? 在以下方面控制成本是每个厨师长的目标 ? 确定食品订单储存要求等于业务量挂钩。 ? 在各个厨房减少设备损坏。 ? 按照成本计划和比例控制指南控制食品成本。 ? 严格监督所有的食品旨在减少浪费和损坏。 ? 控制员工加班时间不滥用人力 k. Maintenance l. 维护维护 Maintenance of the kitchen is the responsibility of the sous Chef. The following should be done to ensure that the kitchen is well maintaine189、d and in working order. ? To ensure that all operating equipment is working and to liaise with Engineering Department should they be faulty. If the equipment is not in working order, raise F & B DIVISION CHEFS MANUAL Page 63 of 130 a Maintenance Work Order Form for Engineering. If the work order is 190、not followed up for the next 48 hours, Sous Chef are to report it at the Chefs morning briefing. ? To conduct a tour of your kitchen twice a week according to the maintenance checklist. ? To ensure proper maintenance according to the required safety standard. ? 厨房的维护是每一个厨师长的责任。应做到以下几方面以保证厨房维护良好井然有序。191、 ? 保证所有的操作设备工作正常与工程部联系检查是否有误。如果设备工作不正常，领取一张维修单。如果在 48 小时内无对此维修单的跟进，厨师长应在晨会上向主厨报告。 ? 按照维护记录要求每两星期检查厨房。 ? 按照安全标准保证适当的维护。 n. Log of Events o. 日志日志 Every kitchen must have a logbook) documenting all incidents. The logbook is to be updated on a daily basis and submitted to the Executive Chef Office befor192、e the morning briefing. 每个厨房必须有一个记录所有事项的日志。日志必须根据日常事物每天更新并且在晨会前交给主厨。 F & B DIVISION CHEFS MANUAL Page 64 of 130 MARKETING MIX F & B DIVISION CHEFS MANUAL Page 65 of 130 7.1 OUTLET SWOT ANALYSIS 餐厅优劣势分析餐厅优劣势分析 To be updated by Service Manager and used for training / up-selling purposes No Topic Descr193、iption 表述表述 1. Outlet Name餐厅名称 Location 位置 Operating Hours 营业时间 Seating Capacity 座位数 Private Rooms (if any)包间 Customer Profile 2. Strength 优势 3. Weaknesses劣势 4. Opportunities 机会 5. Threats 危机 F & B DIVISION CHEFS MANUAL Page 66 of 130 7.2 OUTLET PROMOTIONS 餐厅促销活动餐厅促销活动 a. Festive Promotion (e.g. Chr194、istmas / New Year) 节日促销节日促销(例如圣诞节例如圣诞节/春节春节) b. Anniversary Promotion (e.g. hotel or outlet anniversary) 周年纪念促销（例如酒店周年或餐厅周年）周年纪念促销（例如酒店周年或餐厅周年） c. Seasonal Promotion (e.g. Food seasonal items hairy crabs promotion) 季节促销（季节食品毛蟹促销活动）季节促销（季节食品毛蟹促销活动） d. Others (e.g. Secretary week promotion) 其他（例如秘书周促销195、）其他（例如秘书周促销） What 做什么 Identify the type of promotion to be organized 确定促销活动的类型 Who 目 标市场 Who is the target market for this promotion (e.g. families / corporate business crowd / group value promotions) Note that Service Manager / Chef must discuss and work closely in the developing any promotions for196、 the outlets 谁是目标市场（例如家庭，企业，社会群体）。经理和厨师要密切合作，发展餐厅和为餐厅制定促销计划。 When时间 Plan the dates of when to hold the promotion and for how long 计划促销活动的日期和持续的时间。 Objective 目标 Name of the purpose and goal of this promotion: - Increase revenue / average check - Increase publicity for outlet etc. 促销活动目的的标题。 增加收入 增加社会197、知名度 How 怎 样做 1. After identifying the above, prepare and plan the following: a. List of special or additional food/beverage/equipment requiredb. Budget expected costs / estimated profits from this promotion 2. Prepare proposal and submit for Service Executive approval at least 2 months in advance 1、198、确定以上个环节后，计划以下工作。 特别需要的食品/饮料/设备 成本预算/促销的预计利润 2、至少 2个月前提前做好计划，并交给部门总监批准。 Preparation 准备工作 Upon approval, Service Manager / Chef to: 一旦计划批准后，经理/厨师 F & B DIVISION CHEFS MANUAL Page 67 of 130 - Order the items required for the promotion (props / decoration / food / beverage / operating equipment) 预定促销活动所199、需要的物品（装饰，食品，饮料，操作设备） - Make preparation for guest appearances (Guest Chef etc.) / performers (Musicians / Entertainers etc.) - Plan staffing during promotion period 在促销期间安排好员工 - Print menus / promotional materials 打印出菜单/促销材料 Promotional Tools - E-mail - Advertisement in newspapers / magazines / flye200、rs / Brochures / Posters / TV / Radio etc. - Word of mouth F & B DIVISION CHEFS MANUAL Page 68 of 130 TRAINING培训培训 F & B DIVISION CHEFS MANUAL Page 69 of 130 TRAINING SYSTEM STEPSFlow Chart 8.1Identify Training NeedsPlan & Organize TrainingOff JTOJT(for training on service attitude)(for training on 201、skills & acknowledge)Submit Department Training Schedule regularlyService Executive vet & approveSchedule to HR by ThursdayConduct TrainingFill Up Training Attendance FormSubmit to HR monthlyConduct TrainingUpdate Training taken by each staffExisting StaffSign New Hire Trg ChecklistNew HireGive copy202、 to HR Submit to HR monthlyWriting SOP F & B DIVISION CHEFS MANUAL Page 70 of 130 ON-THE-JOB TRAINING FRAMEWORKFlow Chart 8.11Use Standard Operating Procedure (available on Intranet)- ensure task breakdown and minimum standards aremeasurableConduct On-the-Job TrainingSign New Hire Checklist(Refer to203、 each Hotel)Update Training Record ofeach staffNew StaffExisting StaffEvaluate Staff Trained (trainers are to observe trainee on-the-job)Update Master Outlet OJT Chart(if applicable) F & B DIVISION CHEFS MANUAL Page 71 of 130 8.1 TRAINING SYSTEM 培训系统培训系统 The success of training begins with the ident204、ification of training needs of your staff. For detailed description of how to identify training needs, refer to section 8.2. 成功的培训开始于首先确定好员工的培训需求。如何确定培训目的的具体细节，参阅 section 8.2。 Once the needs of your staff have been evaluated and you have determined that training the staff can solve the problems iden205、tified, you can start to plan the training sessions. 一旦估计好员工的培训需求，你就要确定，员工培训能解决问题。然后就开始计划培训的环节。 A schedule should be done for all training to be carried out. Remember to have your staff record their attendance at the start of the training sessions. The attendance is then submitted to HR. 所有培训要做好时间安排206、。记住要记录下员工的考勤情况。然后将考勤交给人力资源部。 For training on service attitude, these training are considered as off-the-job training, i.e. Departmental training. 服务态度的培训，可认为是业余培训，例如部门培训。 For training on skills and knowledge, these are usually carried out on-the-job. 技术和知识的培训，被认为是专业培训。 (For a definition of off the j207、ob and on-the-job training, refer to section 8.4) （业余和专业培训的定义，参阅 section 8.4） An evaluation of the effectiveness of training should be carried out after the training sessions. This will enable you to see if the training carried out has met the objectives, i.e. Solved the problem first identified. 在培208、训结束后要评估培训的效力。这样你就可以知道培训是否符合目标，例如解决已确定的问题。 (Refer to section 8.7 on evaluating training effectiveness) 参阅 section 8.7 评估培训效 (See flow chart 8.1 & 8.11) F & B DIVISION CHEFS MANUAL Page 72 of 130 8.2 IDENTIFYING TRAINING NEEDS ANALYSIS (TNA) 确定培训需求分析确定培训需求分析 A training need is a specific area of an in209、dividuals or hotels performance where there is a requirement to improve, i.e. Need to train. Thus, it is understood that every new employee would require training as the standards and procedures are new to them. This is not to say the existing employees do not require training. Standards of the Hote210、l must be upheld and existing employees must be trained to ensure that these standards remain. In addition, new equipment or technology would also render the necessity for training. 培训需求是个人或酒店需要改进的特殊方面。因此需要对所有新员工进行培训，因为他们不了解酒店的标准和程序。但这并不是意味着，其他员工不需要培训。 要遵守酒店的标准，同样对老员工进行培训，以保证标准的贯彻和执行。另外，新设备和新技术同样需要向211、员工培训。 Managers must however, also bear in mind that not every problem requires training as a solution. Before Service Manager jumps to the conclusion that training is required, they should ask themselves the following questions. 经理必须要记住，不是所有问题都需要通过培训来解决。在经理要进行培训前，思考以下问题： Identify the problem: a. Att212、itude problem 态度问题 Staff who know how to perform their jobs but refuse to do so 员工知道如何去做，但是拒绝那样做。 b. Stopper problem 约束问题 Obstacles such as a lack of equipment or certain constraints that prevent staffs from carrying out their jobs 例如缺设备和某些约束条件，妨碍员工完成工作。 c. Lack of knowledge 缺少专业知识 Staff who do not 213、have the necessary skills or knowledge to carry out their jobs 员工缺乏必要的技术和专业知识。 If the problem is diagnosed as an Attitude problem on the part of the staff, counseling should then be carried out with the staff. If the problem is diagnosed as a Stopper problem, managers should look into trying to remo214、ve any barriers that prevent staff from performing their jobs. 如果问题出自员工的态度方面，就要对员工进行咨询，经理要对其问题调查以清除阻碍员工完成工作的阻碍。 It is only when managers think that the problem resulted from a lack of skills or knowledge of staff that training should be carried out. F & B DIVISION CHEFS MANUAL Page 73 of 130 只有在经理认为215、问题在于员工缺乏技术和专业知识的情况下，才进行培训。 Recommended TNA Tools:建议培训方式建议培训方式 a. Performance Monitor Scores b. “We Value Your Opinion” F & B DIVISION CHEFS MANUAL Page 74 of 130 8.3 DEPARTMENT TRAINING SCHEDULE & ATTENDANCE 部门培训计划，出勤情况部门培训计划，出勤情况 A schedule for off-the-job training (Off-JT) and on-the-job (OJT) con216、ducted in the outlets is to be completed and submitted to the Service Executive weekly. These schedules will be vetted and sent to Human Resources. The topics for Off-JT should focus on cultivating a positive attitude towards providing customer service. All technical skills with regards to staff bei217、ng able to carry out their job tasks should be covered on-the-job. At the end of the month, mangers will then complete the section of actual number of participants and duration. This is to be attached to the Department Training Attendance and submitted to Human Resources monthly. 每周，将餐厅的业余培训计划时间表和专业218、培训时间表，交给部门总监。然后将计划表交给人力资源部核查。业余培训计划目标要着眼于在为客人提供服务时，培养员工积极的工作态度。专业培训内容要包括所有的专业技术。在月底时，经理将会统计出参加培训的人员数和培训持续的时间。将其附在部门培训出勤表上，然后每月交给人力资源部。 Department Training Attendance for Off-JT 部门业余培训计划安排 In completing a Department Training Attendance all staff names in full should be listed in the attendance forms.219、 The topic should be written clearly at the top of each column. The duration and trainers names are to be written below the topics. The attendance sheets should be prepared in advance and made available at each training session. Service Manager must ensure that their staffs sign in their attendance 220、after each training session. This Department Training Attendance must be submitted together with the Department Training Schedule to Human Resources monthly in order for the training hours to be computed. 在填写部门培训出席人员情况时，要将出席人员名单列在表格上。每行的标题要填写清晰。将日期和培训员姓名写在标题下。培训开始前，需要预先准备好出席表。部门经理要保证出席的员工在每次培训时签上名。每221、周将部门培训出席情况和部门培训计划交给人力资源部。 Training Attendance for OJT 专业培训出席情况 When a staff has been trained on-the-job, the trainer will record in his/her relevant training records under the OJT Training Schedule Section the following: 对员工进行专业培训计划时，培训员要记录下员工的相关成绩。 - Title of the task 任务标题 F & B DIVISION CHEFS MANU222、AL Page 75 of 130 - Date of training 培训日期 - Time of training培训时间 - Duration (in hours)持续时间（小时） - Signature of trainee and trainer 受培训员工和培训员签名 A photocopy of this attendance is to be submitted to HR upon request. 如有需要将出席人数的复印件交给人力资源部。 F & B DIVISION CHEFS MANUAL Page 76 of 130 8.4a DEFINITION OF ON-T223、HE-JOB TRAINING 专业培训定义专业培训定义 On-the-job training refers to training conducted for employees at the workstation. It is the time period used to teach the trainee a particular task. Within this time frame, the trainer must test and assess that the trainee has learnt, and that he / she is able to carry 224、out the task or skill. Subsequent practice sessions given to the trainee to enable him / her to be able to perform the task at the level of an experienced staff are not to be looked upon as OJT. All OJT conducted for new hire must be documented by initializing on the new hire checklist. OJT conducte225、d for existing staff should be captured in the training records. Staffs who have been through OJT should be assessed by their immediate supervisors of their performance on-the-job for progress. 在职培训是在工作岗位上对员工进行相关培训。这期间会培训员工特别的技能。在此期间，培训员必须对学员进行评估和测试，以他们能够掌握技能完成任务。在随后的实践中要确保能给员工提供一个能运用自己实际经验去完成任务的环境而226、不是让其觉得仍处于在职培训中。所有新加入的在职培训都要在新的原始雇用表上记录。要对现有的在职培训员工资料进行收集并记录在案。已经通过培训的员工要由其直属上司对其表现进行评估。 8.4b DEFINITION OF OFF-THE-JOB TRAINING 脱岗培训定义脱岗培训定义 Off-the-Job training refers to training activities where the trainees are not at their workstation, i.e. In a classroom situation or in a group sit down sessio227、n at the outlet, e.g. How to use a fire extinguisher. These weekly training classes should be scheduled and submitted to HR. Service Manager is to plan the staff roster and the number of staff who can be released for the training in advance. Training attendance sheet is to be signed after the traini228、ng has been completed, rather than at the end of the month. 脱岗培训是指学员在非工作岗位上进行相关培训，也就是在教室里或是与团队在指定场所，如：怎么使用灭火器。这些每周的培训班要提早安排并告知人力资源部。服务经理要提早安排班表确定能参加培训的员工人数。在完成培训之后要在培训出勤表上签字，而不是在月底再执行。 F & B DIVISION CHEFS MANUAL Page 77 of 130 8.4c A LA CARTE MENU IMPLEMENTATION 执行零点菜单执行零点菜单 ? Chef and F & B to rev229、iew existing menu and source new interesting, authentic and cost-effective high-grade quality products available on the market. 厨师和餐饮部审议现有菜单并筛选和加入市场上现有的高质量高品味的产品 ? Cost Controller is to produce sales mix; runners are to be kept sleepers deleted. 成本控制员进行销售组合，避免销售盲区。 ? A competitors survey is to be co230、nducted and a policy structure developed and agreed upon. 在制定和执行方针政策前首先要对竞争对手进行市场调查。 ? The menu is to be prepared by the Chef taking in consideration, comment from customers and feed back from the restaurant manager. 菜单的制定要充分考虑到客人和餐厅经理的回馈信息 ? The menu composition should reflect the taste of the loca231、l clients we cater for. 菜单的组成要能适合当地市场要求，符合当地客户的品味。 ? Once agreed upon, recipes with picture have to be translated in indigenous languages if necessary and keep in a folder by outlet Sous Chef. 一旦决定，食谱与照片要翻译成本地话如果必要的话，并递交给餐厅副厨师长存档。 ? Signature dishes are to be created on popular low cost items. 招牌菜要在232、受欢迎并是低成本原料上创新。 ? Cost Controller to cost menu; Executive Chef and FB to set selling prices according to proposed budget increment, ensuring that the priced menu reflect top quality and value for money compared with our main competitors. 成本控制员计算菜单成本；行政总厨和餐饮部依照预算制定售价，确保菜单定价物有所值，在众多竞争者中脱颖而出。 ? The menu233、 terminology is to be concise short and understandable. Wherever possible cooking terms or phrases are not to be used, the description must be accurate and well understood by our guests. The spelling must be corrected and the description of the dishes must meet the standard of the food presented. 菜单234、术语要简明易懂。要对一些不常用的术语进行描述使顾客准确理解。文字拼写要准确，菜肴的描述要与菜品相符合。 F & B DIVISION CHEFS MANUAL Page 78 of 130 ? Menu is to be proof read by the Director of Communication, Food and Beverage Director and Executive Chef. Translation to be prepared by the restaurant manger with the assistance of the outlet Sous Chef. 235、菜单要由市场传媒总监、餐饮总监和行政总厨一起校对确定。菜单的翻译要由餐厅经理和餐厅副总厨助理一起完成。 ? Staff is to be trained according to method, recipe and photograph, staff need to be familiar with all the new menu implementation, do not wait last moment to train the staff, start as early as you can to insure that the change of menu is well orc236、hestrated. 员工的培训要以方针、食谱和照片为依据，员工必须熟悉所有新菜单，对员工的培训要尽早开始不能等到最后一刻才开始，以确保新菜单的正确执行。 ? All a la carte menu are to be written in English with translation based on the most common local language, Japanese can be included in Hotel with subsequent percentage of Japanese customers. 所有的零点菜单都要有中英文翻译，如果有相对数量的日本客人入237、住可以提供日文菜单。 ? A set of photo of dishes and description are to be posted in accessible area for cooks and service staff as reference. Opening times of the restaurant should be stated on the card. 菜肴的照片和描述要公布在显著的地方以便员工参考。餐厅营业时间要在卡上说明。 ? Room service menus are to be wherever possible interlinked with th238、e caf a la carte especially when they originate from the same kitchen. 客房服务菜单要与咖啡厅零点菜单相一致尤其是当它们来自同一个厨房。 F & B DIVISION CHEFS MANUAL Page 79 of 130 8.5a GENERIC TRAINING 常规培训常规培训 Generic Training refers to training programs organized by Human Resources. They are classified as Internal Training and Ex239、ternal Training. 常规培训是指由人力资源部制定的培训计划。它们分别由内部培训和外部培训组成。 Internal Training: 内部培训内部培训 - Refers to training programs run in the hotel. The training may be conducted by hotel staff or external trainers. 培训在酒店内进行。培训由酒店内员工或是外部培训师完成。 External Training: 外部培训外部培训 - Refers to training programs conducted by ext240、ernal parties. These are usually programs conducted for the public. 培训在酒店外进行。这些通常是政府组织。 F & B DIVISION CHEFS MANUAL Page 80 of 130 8.5b CATERING AND MEETING SERVICE TRAINING 宴会及会议服务培训宴会及会议服务培训 Objective 目标目标 To improve product knowledge and create synergy between catering and kitchen team. 为了提高并协调在餐241、饮和厨房团队之间对产品的了解和创新作用。 Procedure 程序程序 Prior to the implementation of new banquet set menus, Executive Chef should provide the Director of Catering with: 在准备执行新的宴会菜单之前，行政总厨要给宴会总监提供如下信息： ? A complete set of pictures (to use only as reference, not to be shown to the clients). 一份完整的菜单照片（以便参考，不提供给客户） ? Sel242、ling price of the menu breakdown by dish, highlight of low cost dishes. 菜单售价按菜肴分类，标明低成本菜肴。 ? Conduct testing of the complete set of new menus; suggest to test no more than two menus by week. Cold Kitchen Chef, Banquet Chef and Pastry Chef to be present during the testing to answer any question raise243、d by the Catering team. 对新菜单进行最终测试；建议每周最多测试两个菜单。在测试期间冷厨房厨师、宴会厨师和西点厨师要在场并回答宴会团队提出的一切问题。 F & B DIVISION CHEFS MANUAL Page 81 of 130 8.6 TARGET TRAINING HOURS PER EMPLOYEE 员工针对性培训员工针对性培训 (Refer to Individual Hotel) F & B DIVISION CHEFS MANUAL Page 82 of 130 8.7 EVALUATION OF TRAINING EFFECTIVENESS (REC244、OMMENDED BUT NOT COMPULSORY) 培训效果评估培训效果评估 （推荐使用）（推荐使用） Once the employee has been trained on-the-job, update their attendance in the new hire checklist for new hire and training passport for existing employees. After employees have undergone training for a task, trainers are to observe their perform245、ance in a work situation using a Task Observation Checklist Form (Refer to Hotel Copy). The observations should be done with the aid of a Task Observation Checklist of the same corresponding task being taught. Staffs are to be re-trained in the task they did not get through. 一旦员工受过入职培训，就要更新员工的出勤率在雇佣246、表和给现有的员工更新培训证。当员工经过培训后，培训员必须根据 Task Observation Checklist Form 对员工的表现进行观察评估。这个评估要依据教授的内容进行实际评估。如果员工没有通过评估，要重新进行培训。 There is a tracking system for the OJT attended by every employee. Once an employee in the department has been trained in a task based on the corresponding SOP and have been evaluated, 247、trainers would update their Employee Training Track. This is done by documenting the task number of the task in which the employee has been trained and indicating if they require training. If an employee did not pass their evaluation, managers should indicate X, i.e. Training is required. Should the248、 trainee not pass their evaluation and the trainer has carried out re-training, a circle should be marked around X indicating that re-training has been carried out. If the employee did pass all sections of the evaluation, a should be given indicating that further training is not required. 对于每位在职培训的员249、工会有一个跟踪系统。一旦员工在本部门在 SOP的基础上经过培训并通过评估，培训员将更新他们的员工培训计划。这是由有意向培训的员工完成。如果员工无法通过评估，经理要给其打“X”并指明其要进行重新培训。如果员工通过所有的评估并打“”表明不需要再进行培训。 The individual Employee Training Track for employees are to be updated onto the outlets Master Employee OJT Chart (Refer to Hotel Copy). This master chart is for managers to 250、be able to see in a glance the progress of OJT and the area of concern. * Recommended to be applied F & B DIVISION CHEFS MANUAL Page 83 of 130 EMPLOYEE DEVELOPMENT / SUCCESSION PROGRAM员工自我发展/接班人计划Executive Chef(Service Executive Level I)行政总厨（总监级别 1级）Technical SkillsFlowchart 8.8Executive Chef(Senior251、 Service Manager Level II)行政总厨（高级服务经理 2 级）Sous chef (outlet / section)(Service Manager Level III)副厨师长（餐厅 / 分区）（服务经理 3 级）Chef de partie(Service Leader Level IV)厨师 (宾客服务主管 4 级）Service Staff Rank and File(Service Associate Level V)服务员 （5 级）Personal DevelopmentInvolved in planning an opening of new Hote252、l* To complete Shangri-La Care I & II & relevant SLIM recommended training programs* Handle customer complaints* Handle all staff related issues / teambuildingAble to conduct / plan departmen training* To guide chefs to ensure smooth divisional operations* Enforce SFSMS / Fire & Life Safety Procedur253、es To handle customer requests and ensure satisfactionVisionary person / financial ability to plan divisional budget / forecast / P&L / expenses control / strong leadership and team leaderStrong leadership-creative and different* Capability to plan / control departmental P&L / expenses * Computer Mi254、crosoft words / excel literateHighly qualified in basic, cold section, hot food and pastry* Thorough knowledge of different types of service / food and beverage available in all outlets / strong expose to banquet* To be able to operate micros / relevant outlet ordertaking / cashiering system* Servic255、e Skills F & B DIVISION CHEFS MANUAL Page 84 of 130 8.8 DEVELOPMENT OF STAFF TRAINING PLAN / SUCCESSION PROGRAM (See flow chart 8.8) 员工培训发展计划员工培训发展计划 / 接班人计划接班人计划 The moment a new employee joins the department, the manager has to start mapping up a development plan for this person. Even before the c256、ommencement of the employees training in the outlet, the manager is to sit down with the newcomer to find out if the person has had previous knowledge, experience and skills. This feedback would enable the trainer assigned to this new person to better tailor the training to meet his/her needs. Newly257、 joined employees with previous experience may not need to spend as much time on the training compared with employees with no prior experience. Therefore, a separate training plan may be developed based on individual. 从新员工加入本部门开始，经理就要对这个员工进行有个人发展的计划。甚至在新员工进行入职培训典礼开始前，经理要跟新员工进行会谈找出此人是否之前是否有相关的经验和技巧。这258、些反馈将有助于培训员制定符合此员工的最佳培训计划。比起没有经验的员工，有经验的员工可能在培训上能节省培训时间。因此，因人制宜的培训计划将更有利于员工的个人发展。 For existing employees in the department, the Manager is to develop a master plan of their training needs. Managers have to identify within their kitchen, staff with the potential for growth within their organization. W259、hen this group of employees has been identified, Managers then list their names on a sheet by designation. Refer to Human Resource Department for training programs available (approved by SLIM). 对于本部门现有的员工，经理需要对他们个人发展培训有一个总计划。经理们要在明确自己的岗位，员工的潜力要在组织中不断的发掘。当此团队一经确定，经理就要列出指派名单。递交给人力资源部以作培训计划。 With the m260、aster chart (to be developed by Managers), Managers are able to determine at one glance the types of training programs their staffs have attended. Whenever a vacancy for promotion arises, Managers are then to recommend to the Service Executive the people whom they feel are most ready for the positio261、n. At any point in time, there will be different levels of readiness for the list of staffs on the development plan. F & B DIVISION CHEFS MANUAL Page 85 of 130 针对总计划，经理要确保对所有进行过培训员工有计划。一旦有升职的机会，经理要向部门总监推荐合适人选。同时准备一份适合不同级别员工发展计划的清单。 All other staffs who are not on the list for development must still 262、attend the following core training programs: 其他没有在发展计划表上的员工仍然要进行如下培训： - OJT Training 在职培训 - Shangri-La Care I & II 香格里拉关怀 I & II - Hygiene & Food Safety 食品安全管理系统 - Hotel Fire & Life Safety 酒店生命安全程序 F & B DIVISION CHEFS MANUAL Page 86 of 130 8.9 WRITING OF STANDARD OPERATING PROCEDURES (GUIDELINE) 标准263、操作程序标准操作程序 The OJT framework starts with a complete documentation of department standard operating procedures (SOP) for every job title in the department. 本部门各职位的在职培训框架首先从完善 SOP 开始。 SOP should be written in the following manner: SOP 要遵照如下样式： Step 1 : Identify Jobs for OJT 步骤一：确定在职培训工作岗位步骤一：确定在职培训工作岗264、位 Identify the various job positions that have tasks that should be taught through OJT. 确定需要通过在职培训测试的各个工作岗位。 Step 2 : Conduct Task Analysis 步骤二：分析执行任务步骤二：分析执行任务 Once the job positions have been identified, a detailed list of all tasks that an average, competent employee performs is produced. The tas265、k analysis details the methods, procedures and techniques involved in carrying out the tasks. As this data will be used as a training guideline for OJT, it must therefore be accurate, valid and complete in order to produce an acceptable level of skills in the employee. 一旦工作岗位被确定，就要制定一份所有员工能胜任的任务清单。任266、务分析要详细记录执行任务的方式，程序和技术。作为用于在职培训指南的数据，必须要精确，有效和完整，以便让不同水平的员工接收。 Step 3 : Set Task Standards 步骤三：设置任务标准步骤三：设置任务标准 After identifying and recording all the tasks done by the employee, standards have to be set for the tasks. As task standard states how well the task is to be performed or the required leve267、l of skills that the employee must achieve. The task standards are the goal, which you want the employee to achieve. Employees will be evaluated against this standard at the end of OJT. Prior to setting standards, check if there are existing company standards for the tasks. You can use them against 268、the tasks listed. When setting task standards, remember the following points: F & B DIVISION CHEFS MANUAL Page 87 of 130 在确定和记录员工的所有任务以后，必须要有一个任务的标准水平。作为标准需要反映出任务的完成程度或员工必须要达到的技能水平。任务标准就是要求员工要达到的目标。在职培训结束的时间，将依据此标准对员工进行评估。如果有现成的标准，可以用作参考。当设定标准的时候，要注意以下几点： - correct method of doing task 完成任务正确的方法 - q269、uality of work 工作质量 - quantity produced 产量 - acceptable level of rejects 可接受程度 - ability to work without supervision 没有监督下的工作能力 - safety rules 安全意识 - knowledge of related subjects 相关的专业知 Step 4: Set Training Guidelines 步骤四：设置培训指南步骤四：设置培训指南 The training guidelines cover the following: 培训指南包括如下几点 - tr270、ainers notes: areas for trainers to take special attention of such as: 培训员注意事项如下： Coaching of tasks by: 指派任务 - organizing tasks in order of importance, appropriate sequence, e.g. Easy to difficult task 任务的编排要有重点性，有顺序，如：任务从简到难 - deciding which tasks to teach first 决定首要任务 - using task standards as goa271、ls that employees must achieve at the end of OJT 把任务标准作为员工在培训结束后要达到的目标 Explanation of tasks by writing down: 以书面形式解释任务 - the reason the tasks are carried out 指出此任务的原因 - the correct methods of doing the tasks 完成此任务的正确方式 - key points of the tasks 任务的重点 Identify skills and knowledge by: 确定技能和知识 - check272、ing company records 检查记录 - interviewing direct superiors 与供应商面谈 - observe employees doing the tasks 观察员工完成任务 - record important skills and knowledge that employees must have in order to carry out the tasks 记录员工完成任务的技能和知识 Training aids and equipment 培训援助和设备 F & B DIVISION CHEFS MANUAL Page 88 of 130 273、Step 5 : Set Objectives 步骤五：确定目标步骤五：确定目标 A training objective is a clear, precise, statement of what the learner will be able to do at the end of the training. It contains 3 parts: performance, condition and standard. 要有一个清楚准确的培训目标，让学员能最终达到目标要求。它由三部分组成：表现、条件和标准 Performance as statement of action the274、 learner will or should be able to do at the end of the training. 表现表现 作为学员能在培训结束时行为表现的声明 Condition the conditions under which the performance will be carried out in the work situation and what the learner is provided with or denied in the work situation. Generally speaking, 5 types of conditions sh275、ould be considered. 条件条件 指能提供员工表现机会的条件，是否在工作中提供学员相关的援助条件。一般来讲，需要考虑如下五种条件： - the range of problems the learner must solve 学员必须要解决此范围内的问题 - the tools, equipment and clothing to be used or not 要提供的工具、设备和衣服 - any special job aids and manuals learners are to be provided with or denied 是否给学员提供一些特殊工作援助和手册 276、- environmental conditions 环境条件 - any special physical demands 特殊的物质要求 Standards the standard of performance the learner must achieve. The standards can be of 4 main types. 标准标准 指学员要达到的工作标准。标准由四个主要部分： - accuracy 准确 - speed 效率 - quality 质量 - quantity 数量 F & B DIVISION CHEFS MANUAL Page 89 of 130 SHAN277、GRI-LA FOOD SAFETY MANAGEMENT SYSTEM 香格里拉食品安全管理体系香格里拉食品安全管理体系 F & B DIVISION CHEFS MANUAL Page 90 of 130 9.1 WHY IS SLI FOOD SAFETY MANAGEMENT SYSTEM (SFSMS) IS REQUIRED? 为什么香格里拉集团食品安全体系是必须的？为什么香格里拉集团食品安全体系是必须的？ The manager of a catering or food service business has to be able to satisfy each custom278、ers demands and expectations that food: 食品或餐饮经理必须要满足每个消费着对食物的期待： ? arrives as ordered 入座点单 ? is at the right temperature 正确温度 ? looks appetizing and tastes good 色香味全 But above all it must be safe 综上所述 必须做到安全卫生必须做到安全卫生 Food poisoning may occur even when food has been prepared in clean kitchens, if th279、e food is not stored, prepared, cooked and served properly. 如果食物没有被正确的储藏、准备、烹煮和出餐，就算在干净的厨房里准备也同样能造成食物中毒。 SFSMS is a system developed to control food safety problems. It is based upon some of the principles of the system used in food manufacturing sometimes referred to as Hazard Analysis and Critical280、 Control Points (HACCP). SESMS 是一个保证食品质量卫生安全的控制体系。它是基于一些食品企业的规章制度并参照危害分析和关键控制点（HACCP）基础上建立的管理体系。 It involves looking at the catering operation step by step from the selection of ingredients right through to the service of the food to the customer. By carefully analyzing each step of the catering ope281、ration anything that may affect the safety of the food is identified. The caterer can then determine when and how to control the hazard. 它涉及到餐饮服务运作的每一步，从原材料选择开始到提供给客人的成品。仔细分析并确定餐饮运作中可能影响食物安全的每一步。备餐者可以决定合适并如何控制风险。 SFSMS helps prevent safety problems by careful planning in easy steps. SFSMS 有助于在简单的步骤中282、通过仔细的规划防止安全隐患。 F & B DIVISION CHEFS MANUAL Page 91 of 130 9.2 CAUSE OF FOOD POISONING 食物中毒原因食物中毒原因 Catering premises should be clean and well maintained, but the ways in which food is handled during preparation and service can be more important in the prevention of food poisoning. A study undertaken283、 of food poisoning outbreaks by the Central Disease Surveillance Center in the UK, identified the most common causes of foodborne disease between 1970 and 1982. These are shown in the Table below, in order of occurrence. 餐饮场所必须要保持清洁和保养良好，预防食物中毒最重要的环节是在准备食物和出餐的过程中。英国中央疾病检测中心在 1970 年和 1982 年中做了一项常见的食物284、中毒事件根源的 研究，详见下表： Most common causes of disease Food prepared too far in advance of service 食品备餐区离服务区太远 Food stored at room temperatures not under refrigeration or not kept hot 食物在常温下保存 没有冷藏或保温 Cooling food too slowly before refrigeration 在进冷藏室前食品冷却过于缓慢 Not re-heating food to a high enough temperatur285、e to destroy food poisoning bacteria 不能用高温重新加热食物的方法杀灭食物中毒的细菌 Using cooked food contaminated with food poisoning bacteria 用带有细菌的煮熟的食物 Under-cooking meat and meat products 未熟的肉和肉类产品 Not thawing frozen meat and poultry for sufficient time 肉禽类没有足够的时间进行充分的解冻 Cross-contamination from raw to cooked foods 生286、食和熟食交叉感染 Infected food handlers 由食品工作者感染 F & B DIVISION CHEFS MANUAL Page 92 of 130 9.3 GUIDE TO ESTABLISH A SHANGRI-LA FOOD SAFETY MANAGEMENT SYSTEM 如何建立香格里拉食品安全管理体系如何建立香格里拉食品安全管理体系 Food safety legislation requires that adequate food hygiene standards are maintained in catering premises and that fo287、od intended for consumption is fit to eat. If food is not fit to eat or there are poor hygiene standards action can be taken by the Municipality resulting in financial loss to the business, closure or even imprisonment in cases of food poisoning. 食品安全法规定食品卫生标准是餐饮场所要能提供适合消费的安全食品。如果食品卫生达不到标准，政府有可能会采取相288、应的行动从而丢失市场，倒闭甚至会因为食物中毒而遭关押。 If implemented correctly the SFSMS system provides the Hotel with a sound basis to demonstrate that all reasonable steps have been taken to prevent hazardous food reaching the consumer. 如果酒店正确遵照 SFSMS 体系执行所有的步骤，这将能避免消费者中食物中毒的发生。 The system as outlined enables the Hotel to289、 concentrate resources on the most effective ways of preventing unsafe food reaching the consumer by identifying critical control points. 该体系概述确保酒店用最有效的方法去避免不安全的食品为消费者把好关。 The SFSMS breaks down catering operations into steps, for example: SFSMS 在餐饮运作中的体现如下： ? Goods receipt 收货单 ? Storage 存储 ? Cooking290、 烹饪 Hazards associated with each of these steps are then considered. 做每个步骤前都要认真的考虑危机的存在。 ? A Hazard is anything that may cause harm to the consumer 一个危机就有可能造成消费者的伤害 F & B DIVISION CHEFS MANUAL Page 93 of 130 A Hazard may be: 危机可以是 ? biological (e.g. Salmonella in chicken) 生物性生物性（如：鸡肉中的沙门氏菌） ? physic291、al (e.g. glass in a food product) 物理性物理性（如：玻璃掉进食物中） ? chemical (e.g. cleaning chemicals in a food product) 化学性化学性（如：清洁剂混进食物中） 9.4 HOW TO DEVELOP SHANGRI-LA FOOD SAFETY MANAGEMENT SYSTEM? 如何发展香格里拉食品安全体系如何发展香格里拉食品安全体系 From the control measures, the controls that are critical to the preparation of safe292、 food are identified, along with an indication of when to apply these measures. These are called the Critical Control Points. The hotel then decides on the most appropriate way to monitor that these critical controls are working. 从控制措施来看，制定这些措施的时候，控制是对于确定食品安全卫生来说是至关重要的。这就叫做临界控制点。临界控制点。酒店将决定用最合适的方法来确293、保这些控制措施的正常实施。 The following chapter outlines the Steps involved in developing the system. It lists the catering steps typical in most catering operations, likely hazards to be considered, outlines the controls which apply generally to most catering operations and advises on when and how these should294、 be applied. It also gives advice on the identification of other critical control points, and on practical monitoring procedures, and on the causes of food poisoning. 以下的章节将涉及到体系的发展步骤。它将列出在餐饮运作中典型的步骤，可能遇到的危机，列出在餐饮运作中常见的控制和建议。同时在确定其他重要控制点，进行实际检测程序和查找食物中毒原因中给出意见。 The SFSMS is suitable for small, mediu295、m or large hotel operations and can be applied to traditional, re-heat only, fast food or new technology catering. SFSMS 适用于所有规模的酒店和餐饮服务行业。 F & B DIVISION CHEFS MANUAL Page 94 of 130 By following the steps shown below, the principal of SFSMS can be applied to small or large operations. 下图所示，SFSMS 在小296、型、大型酒店中的运作 Step 1PlanningStep 2AssembleSFSMS Team3c Criticalcontrol points?3b Identifycontrols3a ListhazardsStep 3For eachcatering step:3d Monitor /Record3eImplement3fCheckStep 4Repeat Step 3(for each catering step)Step 5Full system check(Audit)Step 6Review Step 1: Planning 步骤步骤 1：计划：计划 Some prelimi297、nary planning and preparation will be required before the system can be developed. Staff will need to be made aware of any changes that may result from its introduction can be kept up to date as it evolves. 一些初步的规划金额准备工作必须在体系开始前提出。员工需要知晓其不断更新变革后的结果。 For practical reasons the system should be develop298、ed and introduced in phases over a period of time. For example, the system could be set up initially for just the first step of the catering operation, (normally purchase / selection of ingredients) making sure that this is working correctly before moving onto the next step. 处于实际原因该系统的制定和实施需要相当一段时间。299、 This prevents staff and managers from being over-burdened with too great a change to their routine. By gradually working through and implementing one step at a time, the full SFSMS is more likely to succeed. 这些能避免在员工和经理在其工作中改变太大而造成负担。通过逐步改造，SFSMS 就能成功的在工作中执行 F & B DIVISION CHEFS MANUAL Page 95 of 1300、30 Step 1PlanningStep 2AssembleSFSMS Team3c Criticalcontrol points?3b Identifycontrols3a ListhazardsStep 3For eachcatering step:3d Monitor /Record3eImplement3fCheckStep 4Repeat Step 3(for each catering step)Step 5Full system check(Audit)Step 6Review Step 2: SFSMS Team 步骤步骤 2：SFSMS 团队团队 Depending on 301、the size of the operation, the planning, development and implementation of the system should be undertaken by a team. 一个团队由运作，计划，发展和实施的规模来确定。 The members of the team should be able to identify hazards, control measures and critical control points confidently, so an understanding of food hygiene is r302、equired, as well as a complete view of each step of the catering operation under consideration. 该小组成员要有信心鉴别危机所在，采取控制措施和控制关键点，所以成员要求了解餐饮运作的每一步以便更好的监督食品卫生完全。 There should be a Team Leader (Hygienist) who takes responsibility for implementing the system. People can be co-opted onto the Team as needed d303、epending on the step under consideration. 该团队由一位组长（卫生学者）负责该制度的正常实施。可以根据每步的具体情况增选团队中相关的人员。 F & B DIVISION CHEFS MANUAL Page 96 of 130 Step 1PlanningStep 2AssembleSFSMS Team3c Criticalcontrol points?3b Identifycontrols3a ListhazardsStep 3For eachcatering step:3d Monitor /Record3eImplement3fCheckStep 4304、Repeat Step 3(for each catering step)Step 5Full system check(Audit)Step 6Review Step 3: 步骤步骤 3： 3a: List hazards 例举危害例举危害 3b: Identify controls 确定控制确定控制 3c: Critical control points? 临界控制点？临界控制点？ 3d: Monitor / recording system 监控监控 / 记录系统记录系统 3e: Implement 执行执行 3f: Check 检查检查 In most cases this will 305、mean that the first step will be to look at the purchase of ingredients or other foods used in the business and carry out the following tasks: 在大多数情况下，这将意味着第一步是先选看购买原材料或是其他在用食品并分配下列任务： ? identify hazards 识别危害 ? identify control measures 确定控制措施 ? determine critical control points (CCPs) 确定 CCPs ? imp306、lement the system for the purchase part of the operation before moving onto the next step. 在进行下一步之前，要对运作采购部分进行该系统的实施 Once all Steps (3a to 3f) have been carried out on all steps of the follow chart (e.g.) from purchase to service, then go on to Step 4. 一旦完成步骤三的所有程序，如：采购到服务，然后再继续步骤四。 F & B DIVISION C307、HEFS MANUAL Page 97 of 130 Step 1PlanningStep 2AssembleSFSMS Team3c Criticalcontrol points?3b Identifycontrols3a ListhazardsStep 3For eachcatering step:3d Monitor /Record3eImplement3fCheckStep 4Repeat Step 3(for each catering step)Step 5Full system check(Audit)Step 6Review Step 3a: List hazards 步骤步骤308、 3a：列举危害：列举危害 List the hazards associated with food at the first step of the operation. This may require help from professional food safety experts. 在第一步的行动首先要列举相关食物的危害。 这些可能要从专业的食品卫生安全专家处得到帮助。 ? A Hazard is anything that may cause harm to the consumer 一个危机就有可能造成消费者的伤害 A number of things may constit309、ute a food hazard, for instance the contamination of food with: 有很多东西能构成食物的危害，如污染的食物带有： ? food poisoning bacteria or other micro-organisms or their toxins (poisons which they produce) 食物中毒细菌或其他微生物或其毒素（产生的毒物） ? foreign bodies 身体接触 ? chemical contaminants 化学污染 F & B DIVISION CHEFS MANUAL Page 98 of 13310、0 Step 1PlanningStep 2AssembleSFSMS Team3c Criticalcontrol points?3b Identifycontrols3a ListhazardsStep 3For eachcatering step:3d Monitor /Record3eImplement3fCheckStep 4Repeat Step 3(for each catering step)Step 5Full system check(Audit)Step 6Review Step 3b: Identify control measures 步骤步骤 3b：确定控制方法：确311、定控制方法 List the measures that can be used to eliminate or reduce to safe levels the identified hazards. Control measures may be very simple, e.g. when looking at purchasing: 列举的方法可以用来消除或减少以确定的危害的安全水平控制方法可能很简单，如：采购 The hazard may be the multiplication of food poisoning bacteria in foods because the te312、mperature is too high. 如果温过高，食品中的细菌就混成倍增长。 The control measure may be having purchasing specifications which asks for temperature controlled deliveries (which can then be checked or monitored). 控制措施就是根据采购规格要求的温度控制运输（进行检查和检测） Some hazards do not need to be eliminated when they occur as they may be co313、ntrolled later, e.g. in the preparation or cooking of the food. In this case they can be dealt with at the step. However, this does not mean that good hygiene standards should not be maintained throughout all steps in the catering operation.有些危害不必去消除，它们会在之后的操作中被控制，如：在备餐和烹饪的食物。在这种情况下它们能得到控制。但这并不代表良好的314、卫生标准在此步骤不适用。 Make sure that control measures are actually feasible in the business / kitchen where they are to be operated, or they may not be used. 确保控制措施在厨房确保控制措施在厨房/餐厅的可行性。餐厅的可行性。 F & B DIVISION CHEFS MANUAL Page 99 of 130 Step 1PlanningStep 2AssembleSFSMS Team3c Criticalcontrol points?3b Identif315、ycontrols3a ListhazardsStep 3For eachcatering step:3d Monitor /Record3eImplement3fCheckStep 4Repeat Step 3(for each catering step)Step 5Full system check(Audit)Step 6Review Step 3c: Critical Control Points 步骤步骤 3：临界控制点：临界控制点 All catering operations should control the hazards listed in Figure 3 where316、 they apply. Critical Control Points (CCPs) should be identified. 所有餐饮运作危害控制在表 3 中列出。要查明 CCPs The critical control point is the step in the preparation of the food that has to be carried out correctly to ensure that a hazard is eliminated or reduced to a safe level. 临界控制点能促进备餐的正常进行，以确保消除或减少卫生安全隐患。 R317、efer to the table on the next page for the actions to be taken at these Critical Control Points. They are likely to be other critical control points in a given operation that will need to be considered. 参阅下页的临界控制点措施表格。它们可以在实际运作中以作参考。 F & B DIVISION CHEFS MANUAL Page 100 of 130 Step步骤步骤 Hazard 危害危害 A318、ction 行动行动 1. Purchase 采购 High risk* foods contaminated with food poisoning bacteria toxins. 高风险食品 由食物自身细菌毒素污染 Buy from reputable supplier only. Specify temperatures required at delivery. 从信誉良好的供应商出购买。按要求温度运输。 2. Receipt 收货 High-risk foods contaminated with food poisoning bacteria or toxins. 高风险食品 由319、食物细菌或是毒素污染 Visual / sensory checks. Temperature checks. 视察 温度检查 3. Storage 储藏 Growth of food poisoning bacteria, toxins on high-risk foods. Further contamination. 高风险食品的细菌增长将进一步污染其他食物 High-risk foods stored at safe temperatures. Store wrapped. Rotate stock & use before expiry. 高风险食物在安全温度下储藏。独立包装并在过期320、前使用。 4. Preparation 准备 Contamination of high-risk foods. Growth of pathogenic bacteria. 高风险食物污染导致致病细菌增长 Limited exposure to ambient temps. During preparation. Prepare with clean equipment, used for high-risk foods only. Separate cooked and raw foods. Wash hands before handling foods. 控制常温下接触。在准备期间高风321、险食物要在干净的环境中进行。熟食和生食要分开。在接触食品前要先洗手 F & B DIVISION CHEFS MANUAL Page 101 of 130 Step Hazard Action 5. Cooking 烹饪 Survival of pathogenic bacteria. 残留的致病细菌 Cook rolled joints, chicken and reformed meats e.g. burgers to at least 75C in the thickest part. Sear the outside of other meats (e.g. joints of be322、ef, steaks) before cooking. 烹饪大块肉、鸡肉和加工过的肉，如汉堡肉的最厚的部位至少要 75C。如牛肉和牛排外部要先快速的加热在进行烹饪。 6. Cooling 冷却 Growth of any surviving spores or pathogens. Toxin production Contamination with pathogenic bacteria. 残留的孢子和病原体增长。带有病原体的毒素。 Cool foods quickly as possible. Do not leave out at room temps cool unless cool323、ing period is short (e.g. place stews, rice etc. in shallow tray and cool to chill temperatures quickly).尽快冷却食物。不能在室温中冷却食物除非冷却的周期比较短。（如：炖肉、米饭等等放在浅盘中快速冷却） 7. Hot holding 保温 Growth of pathogenic bacteria. Toxin production.带有毒素的产品致病细菌增长。 Keep food hot, above 65C. 食物保温温度在 65C 以上。 8. Reheating 加热 Surviva324、l of pathogenic bacteria. 残留的致病细菌 Reheat to above 75C for 2 minutes. 要在 75C 温度以上加热2 分钟。 F & B DIVISION CHEFS MANUAL Page 102 of 130 Step Hazard Action 9. Chilled storage 冷藏 Growth of pathogenic bacteria. 致病细菌增长 Temp. Control; Stock rotation. 控制温度；清理库存 10. Service 服务 Growth of pathogens. Toxin produc325、tion Contamination. 带有毒素产品的致病菌增长 Cold service serve high-risk foods as soon as possible after removing from chiller. Hot foods serve high-risk foods quickly. 冷菜 当高风险的食物从冷库里拿出来以后要尽快的上菜。 热菜 尽快的上菜 a. High-risk foods are those which will readily support the growth of food poisoning organisms and are not326、 to receive a further full cook prior to service. 高风险食物指在烹饪前和服务前容易滋生有害细菌的食物。 e.g. Cooked fish, meats, pates, cooked egg dishes, pre-prepared dairy products that may only be reheated. 如：熟鱼、肉、肉酱、熟鸡蛋的菜肴，需要重新加热的日常食品。 b. Some food poisoning bacteria can form spores e.g. Bacillus cereus, which may survive327、 normal cooking temperatures. If cooling is delayed or takes a long time, these may grow or produce toxins (poisons). After cooking, food should be cooked quickly to prevent or reduce this. 一些食物的食物中毒细菌由孢子产生的。如：仙人掌杆菌能在常规的烹煮温度中生存。如果冷却缓慢，这将使其增加或产生毒素（中毒）。在烹饪后食物要快速烹煮以预防或减低此风险。 F & B DIVISION CHEFS MANUAL328、 Page 103 of 130 How to determine Critical Control Points 如何确定临界控制点如何确定临界控制点 The following questions can be used to help to determine critical control points at each step: 如下的问题能帮助解答每步的临界控制点： Question: Is it necessary to control the hazard at this step, or will a subsequent step reduce or eliminate 329、the hazard? 问题：是否有必要在这一阶段控制危害，或在下一阶段降低和消除危害？ For example: 例子： At the purchase or preparation step 在采购和准备阶段在采购和准备阶段 Raw ingredients may contain food poisoning bacteria but the cooking step will, if carried out correctly, reduce these to safe levels. 生的原材料可能会自带有害病菌，但是经过正确的烹煮以后，有害病菌就会降低到一个安全范围。 * There330、fore in this case the purchase and preparation step is not a Critical Control Point. 所以在这个例子中，采购和准备阶段不是一个临界控制点 * If a subsequent step (e.g. cooking) will control the hazard, then that step is the Critical Control Point. 如果接下去的步骤（如：烹煮）能控制危害，那么这个阶段就是临界控制点 Question: Can the hazard be eliminated or redu331、ced to acceptable levels at all, at this step or any step? 问题：所有的危害是否可以在此阶段或是其他的阶段全部被降低或消除在一个安全的范围内吗？ If the answer is no, consideration should be given to whether the food is served at all. Different ingredients or changes to be preparation / cooking method may need to be considered so that the foo332、d is safe when served to the consumer. 如果回答“不”，请考虑是否适应所有的食物。在准备和烹煮食物的时候，不同的配料或成分的变化，都要考虑到提供给客人的食物是否安全。， F & B DIVISION CHEFS MANUAL Page 104 of 130 Targets and critical limits 目标和临界点限定目标和临界点限定 For each CCP, a target should be set which gives the required control. Variations from that level that are 333、considered acceptable before corrective action is taken are the critical limits. 针对每一个 CCP，按要求设定一个控制目标目标。临界点限定指在采取行动之前要有一个经过慎重考虑的安全范围去对待不同的变化。 For example, in the instruction: 如：说明书 Reheat precooked dishes to 75C or hotter (if the food has reached 73C the food may be served, allowing a 2C tolerance.) 加热包装好的食物温度要大于等于 75C ( 在 73C 的时候食物可能就可以出餐了，允许 2C 的误差) * the target value is 75C 目标温度目标温度是 75C * the