國(guó)際酒店餐飲宴會(huì)廳SOP管理手冊(cè) BQT-0003 - 建立并主導(dǎo)員工班前會(huì)Conducting staff Briefings

1、國(guó)際酒店餐飲宴會(huì)廳SOP管理手冊(cè)國(guó)際酒店餐飲部宴會(huì)服務(wù)手冊(cè)International hotelBANQUET SERVICE SOP國(guó)際酒店管理手冊(cè)STANDARD OPERATING PROCEDURE標(biāo)準(zhǔn)操作程序CONDUCTING AND ATTENDING STAFF BRIEFINGS建立并主導(dǎo)員工班前會(huì)Task Number: BQT-0003Department: F&B BanquetingDate Issued: Nov.2007Guest Expectation: I expect staff to be knowledgeable about the service a

2、nd the event timings and to be able to fulfill any reasonable request in a friendly and timely manner.我希望員工在活動(dòng)期間的服務(wù)是高質(zhì)量的，同時(shí)能夠友好地、及使地用適當(dāng)?shù)姆绞酵瓿晌业暮侠硪骉ime to Train: 30 minutesWhy is this task important for you and our guests?為什么這項(xiàng)任務(wù)對(duì)我們的客人和你是如此重要？Answers 回答：1. To maximize guests satisfaction. 可以滿足客人的最大期望

3、值2. To ensure the staff understand what is required for the event.可以確保員工知道活動(dòng)的基本要求3. To ensure the service is done in the proper way.可以確保服務(wù)正確地完成WHAT/ STEPS什么/步驟HOW/ STANDARDS怎樣/標(biāo)準(zhǔn)TRAINING QUESTIONS培訓(xùn)問題CONDUCTING STAFF BRIEFING建立員工班前會(huì)1) Line up the staff集合員工Staff to sand straight in one straight line.

4、員工應(yīng)整齊地站成一排Why should you line up the staff?為什么要集合員工？2) Check grooming檢查儀容、儀表Check grooming of the staff at the same time.檢查員工的儀容、儀表在員工集合的時(shí)候Check:檢查：- Hair- 頭發(fā)- Nails- 指甲- Uniform- 制服- Shoes- 鞋- Body odor- 體味Why should you check grooming at the same time?為什么在集合時(shí)要檢查員工的儀容、儀表？3) Do the briefing開班前會(huì)To co

5、nduct pre-service briefing on: Number of guests for the event 宴會(huì)客人的人數(shù) Meal type set menu/buffet 宴會(huì)的類型桌餐/自助餐 Service type 服務(wù)類型 Station & job responsibilities allocation per staff 每位員工的職責(zé)和工作崗位的分配 VIPs 介紹宴會(huì)的貴賓 Any other information the staff need to know to fulfill guests requests or to give to good se

6、rvice 任何能夠滿足客人要求和提高服務(wù)的其它信息Why should you brief the staff on so much information?為什么要告知員工這樣的信息？Why should you brief the staff any other info required to serve the guests?為什么要告知員工一些其它的能滿足客人要求的信息？ATTENDING STAFF BRIEFING主持員工班前會(huì)1) Time時(shí)間Attend the pre-service briefing at the time indicated on the white

7、board.在每一次班前會(huì)的時(shí)候都要將宴會(huì)摘要寫在白板上Who writes it on the white board? 誰(shuí)把宴會(huì)摘要寫在白板上？2) What to take什么道具Be sure to take a pen and notebook, which is required for you to possess throughout the course of the service period.確保有筆記本和筆，那些在服務(wù)過程中你的必需工具What do I take?我要什么道具？What do I write down?我要寫什么？3) Things to Write

8、 Down需要寫下來的事情1. Listen attentively to the following sequence of events:留意以下的有關(guān)宴會(huì)進(jìn)展的事宜：- name of function- 活動(dòng)名稱- number of guests- 客人人數(shù)- Timing- 時(shí)間- pre-dinner drink requirements- 每次宴會(huì)酒水的要求- meal to be served- 餐間服務(wù)- drinks served during meal- 餐間酒水服務(wù)- speech times- 演說時(shí)間- Other work to be completed dur

9、ing shift- 其它的在宴會(huì)期間需要完成的工作NOTE: Timings can sometimes change during the function; therefore it is absolutely essential that all staff check the white board throughout the function.注意：時(shí)間在宴會(huì)期間會(huì)有變化，因此要讓員工在整個(gè)宴會(huì)期間能夠在白板上看到宴會(huì)的摘要Summary questions:總結(jié)CONDUCTING1. Why should you line up the staff?2. Why should you check grooming at the same time?3. Why should you brief the staff on so much information?4. Why should you brief the staff any other info required to serve the guests?ATTENDING5. What do I take6. How do I know where and when it is?7. What are things I mu