餐廳規(guī)章制度中英文

1、BANQUET BEST PRACTICES IMPLEMENTATION RECORD咖啡廳最佳操作規(guī)程實施記錄ITEMJANFEBMARAPRMAYJUN1 All air-conditioners are switched on only one hour ahead daily operation is beginning餐廳的空調(diào)系統(tǒng)電源在營業(yè)前一小時才能打開2 All electrical appliances are switched off when not in use所有電器不用時需關(guān)掉電腦3 Switch off lights after use 不用時關(guān)燈4 50%li

2、ghts on for pre set-up and staff set-up 在布展及擺臺時把燈光調(diào)至50%犬態(tài)5 Turn off lights bulbs after daily operation is finished每日營業(yè)結(jié)束后關(guān)閉所有照明電源6 Turn off lights of Ballroom and B1 foyer when function finish宴會結(jié)束后及時關(guān)閉二樓及B1走廊燈7 Turn off elevator when function finish在宴結(jié)束后及時關(guān)閉扶手電梯8 Reuse of glass covers 重復(fù)利用杯蓋9 Reuse

3、of coasters 重復(fù)利用杯墊10 Reuse of pencil and note pad重復(fù)利用會議用紙及鉛筆11 Reuse of matches boxes重復(fù)利用火柴12 Shut off the water tap omnivorously, do not use hot water隨時手關(guān)閉水龍頭，不必用熱水就不用13 Close all refrigerators door omnivorously, as well all ice machines cover board隨時手關(guān)閉冰箱冷柜的門與制冰機蓋板14 Use reusable paper for all int

4、ernal purpose 內(nèi)部使用可重復(fù)利用的紙張15 Banquet not using bronzed logo head paper for meeting宴會部不以燙金抬頭紙作為會議用紙16 As much as possible to use natural lighting resources盡量使用自然淘汰或其它能源17 Banquet takes back unused bread which been from coffee/tea break, and send back to Pastry for other purpose宴會部咖啡/茶點，多余的面包須送還餅房18 B

5、anquet use artificial flowers to decorate tables instead of fresh flowers宴會部擺臺以人造花替代鮮花19 Warmer/Heating Trollies should be turned off after use加熱器用后須關(guān)閉Checked and signed by檢查：Outlet Manager部門經(jīng)理：Verified and signed by審核：Director of F&B餐飲經(jīng)理/總監(jiān)：*Please put a tick if completed請在完成的項目欄中劃對號COFFEE GARD

6、EN BEST PRACTICES IMPLEMENTATION RECORD咖啡廳最佳操作規(guī)程實施記錄 （7-12月）ITEMJULAUGSEPOCTNOVDEC1 Unused butter is returned to the kitchen for cooking 將客人未用過的黃油送回廚房用于烹調(diào)（咖啡廳）2 Use environmental friendly shopping bags 利用環(huán)保購物袋3 Recycle story foam buffet decoration and outside of hotel重復(fù)利用自助餐裝飾泡沫可用于外賣4 Reuse of stirs

7、攪棒的重復(fù)使用5 Reuse of cocktail picks 果簽的重復(fù)使用6 Reuse of match boxes 火柴盒的重復(fù)使用7 Shut off the water tap omnivorously. Do not use hot water whenever it is unnecessarily隨手關(guān)閉水龍頭，不必用熱水就不用8 Reuse used Infrasys single and duplicable double layer paper rolls to make note pads for staff 雙聯(lián)與單聯(lián)打印紙，制成記錄本供員工使用 重復(fù)利用杯蓋9

8、Close all refrigerators'door omnivorously , as wellall ice machines' cover board隨手關(guān)閉冰箱冷柜的門與制冰機蓋板10 As much as possible using of napkin instead of paper napkins盡量使用面巾，以減少紙巾的使用（咖啡廳）11 Use reusable paper for all internal purpose 內(nèi)部使用可重復(fù)利用的紙張12 RoomService takes back fruits amenities from guest

9、rooms, and must send to kitchens and bars for other purpose if quality is acceptable送餐部從客房收回的水果，如無裨上的問題，必須送給廚 房與酒吧用于其它用途13 Superfluous hot coffee/tea can be used for iced tea or coffee多余的熱咖啡/茶可用于制作凍咖啡/茶14 The lemon used for cold lemon tea can be used for washing dishes凍檸檬茶用過的檸檬角，可以用于浸泡餐具Checked and

10、signed by檢查：Outlet Manager部門經(jīng)理：Verified and signed by審核：Director of F&B餐飲經(jīng)理/總監(jiān)：*Please put a tick if completed請在完成的項目欄中劃對號 .LOBBY LOUNGE BEST PRACTICES TMPTEMENTATION RECORD大堂酒廊最佳操作規(guī)程實施記錄（1-6月）ITEMJANFEBMARAPRMAYJUN1 All air-conditioners are switched on only one hour ahead daily operation is beg

11、inning餐廳的空調(diào)系統(tǒng)電源在營業(yè)前一小時才能打開2 All electrical appliances are switched off when not in use所有電器不用時需關(guān)掉電腦3 All chandeliers are turned off during the day 吊燈在白天可以不用4 Switched off lights after use 不用時關(guān)燈5 Unused individual sachest/container from tables are not thrown but reused after checking將餐桌上客人未用過的單包裝的物品重新

12、儲存，檢查后再利用不丟掉6 Turn off all lighting bulbs after daily operation is finished每日營業(yè)結(jié)束以后關(guān)閉所有照明電源7 Reuse of glass covers 杯蓋的重復(fù)使用8 Unused paper napkins to be collected back for recycling餐巾紙的重復(fù)使用9 Reuse of coasters 杯墊的重復(fù)使用10 Reuse of cocktail picks 攪棒的重復(fù)使用11 Reuse of used match boxes果簽的重復(fù)使用12 Reuse of used

13、match boxes火柴盒的重復(fù)使用13 Shut off the water tap omnivorously, do not use hot water wherever it is unnecessary隨手關(guān)閉水龍頭，不必用熱水就不用14 Reuse used infrasys single and duplicate double layered paper rolls to make note pads for staff隨手關(guān)閉冰箱冷柜的門與制冰機蓋板15 Use reusable paper for all internal purpose 內(nèi)部使用可重復(fù)利用的紙張16 Su

14、perfluous hot coffee/tea can be used for iced 多余的咖啡/茶可用于制作凍咖啡/茶17 Warmers should be turned off after close lobby lounge加熱器在大堂吧關(guān)門后關(guān)閉18 The lemon used for cold lemon tea can be used for dish washing凍檸檬茶用過的檸檬角可用于泡餐具Checked and signed by檢查：Outlet Manager部門經(jīng)理：Verified and signed by審核：Director of F&B餐

15、飲經(jīng)理/總監(jiān)：*Please put a tick if completed請在完成的項目欄中劃對號Hotel Orientation Schedule of August 2003飯店入職培訓(xùn)計劃AUG260900-0920Get to Know You破冰Training Dept0930-1120SLIM Introduction集團介紹Training Dept1130-1140EXCOM Introduction管理人員介紹EXCOM1140-1200GM Speech總經(jīng)理發(fā)言QM1300-1330Warm up Exercise暖身活動Training Dept1330-1430

16、Grooming & Hygiene儀容儀表Training Dept1430-1545Product Knowledge-Rooms房務(wù)部介紹Room Team1545-1630Product Knowledge-F&B Service餐飲部介紹F&B Team1630-1700Finance Introduction財務(wù)部介紹FC1700-1730S&M Introduction銷售部介紹DOMAUG270900-1010Customer Delight Program Introduction /Training DeptExcellent Service

17、 in Rasa Ria Resort令客人喜出望外計劃1020-1100Employee Handbook員工手冊HRM1100-1200HR Philosophy人力資源部介紹HRM1300-1330Warm up Exercise暖身活動Training Dept.1330-1500Fire & Emergency Procedure緊急措施Chief Engineer1500-1530Hotel Security飯店保安Security Manager1540-1620Telephone Courtesy電話禮儀Training Dept.1630-1730Hotel Tour

18、飯店介紹Training Dept.AUG280900-0950Golden Circle Program金環(huán)計劃Christina Lin1000-1050Strategic Plan戰(zhàn)略計劃Training Dept.1100-1200Vision & Guiding Principle遠景目標Training Dept.AUG291300-1330Team Building團隊合作Training Dept.1330-1400Shangri-La Food Safety香格里拉食品HygienistManagement System安全管理體系1405-1505Basic Eng

19、lish Training基礎(chǔ)英s文Training Dept.1510-1630Product Knowledge Quiz & Feedback產(chǎn)品知識測試Training Dept.0900-1730Shangri-La Care I香格里拉翔IAngelsJOB DESCRIFTIONSECTION ONEJOB OUTLINEJob TitleService AssociateDepartmentFood and Beverage-ServiceReports Directly To: Food and BeverageJob CodeFBSAJob Grade 5Repor

20、ts Directly To: Service ManagerSupervisesOther Relationships:KitchenSecurityStewardingFinanceHousekeepingFront OfficeEngineeringHumanResourcesJob Summary/Purpose:To upsell and provide food and beverage services in accordance with the policies and guidelines of the hotel. Delights our customers by pr

21、oviding them with the highest possible service excellence.Key Areas:1. Multi Skilling3. Training2. Customer Relations4. Environment AwarenessPrepared by:Approved by:Date:Updated by:Approved by:Date:JOB DESCRIPTIONSECTION TWOKEY ARFASJob TitleService AssociateRESPONSIBILITIESACTIVITIES1. Multi Skilli

22、ngHostessing:a. Answering of telephone calls according to the minimum standards.b. Takes reservationsand coordinatesbooking.c. Welcoming and greeting guests.d. Thanking guest upon departure .Waitering/waitressing:a.Seating the guests.b.Presenting the menus.c.Taking drink orders. d.Serving beverages.

23、 e.Taking food orders. f.Serving plated food. g.Clearing plates and glasses. h.Changing ashtrays.i.Serving dessert.j.Serving after dinner drink, coffee or tea.k.Checking guest satisfaction.l.Presenting bills.Bartendering:a. Prepares bar for opening.b. Check the opening/closing stock levelandrecord i

24、nventories for requisitions.c. Report alldiscrepanciesinappropriate.e. Cleans and refill ice bins.f. Ensure bar area is clean and dry at all times.g. Prepares all drinks as per recipes with correct glass wares.h. Closing the bar and completes daily reports.Cashiering:a. Receives float money at the b

25、eginning and depositat theend of duty inaccordance with hotel policy.b. Record allfood,beverageandmiscellaneous sales accurately.c. Ensure all kinds of transactions are verified. and cleared appropriately in Infrasys system.JOB DESCRIPTIONSECTION TWO KEY ARFASRESPONSIBILITIES2. Customer Relations3.

26、Training4. Environment AwarenessACTIVITIESJob TitleService Associatea. Handles all interactions with a smile, calm and courteous manner.b. Attend to guest' s needs and requirements promptly.c. To check customers satisfaction during meal period.d. Ensure service sequence is accorded to the conven

27、ience of the guests.e. To Demonstrate respect, humility,courtesy, andhelpfulness through sinceriyt.f. To achieve customer loyalty through delighting the customers by practicingrecognition,anticipation, flexible anda. To attend all personal development classes assigned or nominated.b. To participate

28、food and beverage menu knowledge session weekly.c. Consistentlypracticeguidingprinciplesachieving customerdelight.a. Reduces waste and re-use as much as possible.b. Recycles whenever possible.HOW TO INTRODUCE ITEMS & DISPLAYhe/sheEach Step must include: Demonstration, Explanation, Questions and

29、asking the Trainee if has any question before they repeat the step by themselves .TASK BREAKDOWNTask: How to introduce salad, dessert and display.Job Title: Waiters/Manager/Assistant/In-charge/HostessSTEPINVOLVEMIENT(Questionsrelatingtothestandards-begin with who/what/where and how)STANDARD (Measura

30、ble/Observable)1. PREPARATIONWhat should you know about it?What else should you know?What are they?Names of productsThe prices of the productsThe ingredientsor thecomponentsThe preparationand thecooking methodThe items that change daily Ice creamsSaladFresh juices Meats2.IntroductionWhen do you expl

31、ain to the guests the items or the display?Is there an exception for not explaining it to the guest?How do you introduce?What could you use instead of Sir/Madam?What is very importantwhenpresenting the item/display?When you excort the guest to the tableNo and NoSir/Madam,letmeintroduce you- -, as yo

32、u can see we have different meat dishes, wines served by the glasses.Guest ' s nameClear voice and no hesitationHow to introduce items & displayWhat to important your posture while explaining?What body language should you use ?SmileStand straightFace guestHow far stand?from the guestshouldyo

33、uPostureDistanceEye contact3. Explain the displayWhat words should be used?Our special tonight, is the roastedturkeyserved withgarlicpotato or sir/Madam thisis our winedisplay.We have aselectionofAustralianChardonnayand Hatten Rose for 25 dollarsUP-SELLING5.Handlingdifficult situationinup-sellingWha

34、t happens if the guest refuses to your suggestion?What do you do if the guest complains about the price of the item you suggest?What do you do if the guestdoesn' twant any suggestion?When the food is served , what is important for you to know?Suggest another itemIf the guest says" no"T

35、wice , stop up-selling Suggest a less expensive itemApologizeOffer to come back laterTo know the guest feedbackToimproveyourup-selling skillsAny question?Trainee does so farUP-SELLINGEach Step must include: Demonstration, Explanation, question and asking the Trainee if he/she has question before the

36、y repeat the step by themselves.TASK BREAKDOWNTask: How to Up-sell?Job Title: Waiters/Mangers/AssistantIn-charge/HostessSTEPINVOLVEMENT(Questionrelatingtothestandard beginwithwho/what/where/how)STANDARD (Measure/Observe)1. Up sellingWhat do you mean by the word Up selling?What is the advantage of Up

37、 selling?What do we mean by salesmanship?Offeringitems to theguestwiththeobjective to sell more that what the guest wants originally Increasesales andprofitIncreasejobsatisfactionBe proud of what yousucceed in up selling Increase communication with the guest and his satisfactionGood knowledge of the

38、 productGood skillsof upsellingandcommunication friendly attitude2. Opening lineHow would you start your conversation with customer?What must you avoid?“Good Evening, Mr. Robert, how are you today?"M May I take your order?"W What shall I serve you ?”UP-SELLINGWhat words or expression shoul

39、d we use to recommend our item?Never say “ What do you want?"Would you like ?May I purpose？May I suggest？3.Describefoodandbeverage itemsHow should we describe a drink or a dish?What should you avoid when describe an item?How should your tone be?What positive statement could we make about an F&a

40、mp; B item?Explain the ingredients the way if prepared Avoid saying everything is good or nice Boring descriptionClear, confidentandenthusiasticVery tastyVery popular Delicious/refreshing/s pecialWould you like to try it?Any question?Trainee does so far4. Example of upsellingHow should you up-sell a

41、 Roast Platter Combination?What must we consider when up-selling?“Mr. Robert May I recommend our roast platter combination? It consistofthreedifferent item, which is roastduck,honeybarbecued pork and soya chicken.Popularstarter, would you like to try it?Don' t hesitate to sell one of you favouri

42、te dish that you know how to describeDon' t be too concerned about the pricesDon' t say everything is “good t be specificlESSON PLAN22.2 Restaurant Rules and Regulations1. Be punctual for work2. Maintain good personal hygiene and grooming3. Wear name tag at all times4. Wear the prescribed un

43、iform5. No fighting6. No laughing7. No standing together8. No talking together9. No running10. No gambling11. No yawning12. No picking of noise13. No scratching hair or body14. No arguing15. No smoking16. No cleaning of nails17. No picking of teeth18. No coughing unless into a handkerchief19. No sne

44、ezing unless into a handkerchief20. No pushing21. No hands in the pocket22. No staring at guests23. No leaning against the wall24. No sitting on the chair25. No combing of hair26. No eating or chewing27. No drinking28. No personal telephone calls29. No shouting30. No friends or relatives waiting in

45、the restaurantLESSON PLAN 23.3 Courtesy EnglishExamples of Courteous Phrases1. When greeting a guest:“Good (time of day), Sir/Madam/Mr/Mrs/Ms ” (Name of guest)2. When greeting a group of men and women:“Good- (time of day ), Ladies and Gentlemen3. When leading guest to the table:“This way please. Sir

46、/Madam/Mr/Mrs /Ms (name of guest)4. When called by guest:“May I help you Sir /Madam /Mr /Mrs /Ms (name of guest)5. When item ordered is not available:Excuse me , Sir /Madam, your (name of drink/food ), Enjoy your drink/food6. When item ordered is not available:Would you care tonice day / evening“I a

47、m sorry , Sir/ Madam (item ordered )is not available today . have (alternative item) instead? "7. When checking if guest made a reservation:“Are we holding a reservation in your name , Sir /Madam?"8. When you cannot attend to the guest immediately:T ll be with you in a moment , Sir /Madam

48、”9. When guest thanks you :“My pleasure " / "You are most welcome ”10. When presenting a check (bill) to guest :“your check, Sir /Madam ”11. When returning change to guest :“your change , Sir /Madam , Thank you very much ”12. Whenbidding guest farewell:"Thank you , Sir /Madam ,have a

49、pleasant/LESSON PLAN 313. Courtesy English-Page212. When answering the telephone:“Good- " (Time of day)“"(outlet identification e.g. Garden Terrace Restaurant)(Identify yourself) speaking“May I help you , please? ”Note- Never say “Goodnight Sir/ Madam " when greeting a guest that is c

50、omingto patronize your outlet.Some of the magic words that open all doors are:PleaseExcuse mePardon meQualification of F& B employee:You must be:1. Healthy:Your job requires you to be in close contact with guests/co-workers and food . You must be healthy to avoid spreading disease and to maintai

51、n a good appearance. A healthy waiter looks good andhas the energy to perform the job properly.1 .健康：我們的工作要求我們與客人、同事，以至食物等頻繁接觸，我們應(yīng)保持身體健康，以免疾病傳播，每日 工作都墻整潔的儀容儀表，一名健康的服務(wù)人員不僅令人賞心悅目，而且有足夠的精力去從事工作。2. Reliable:Management must be able to depend on you to fulfill the responsibilities to which you were hired.

52、- You must report to work on time- Serve the hotel guests properly- Complete all tasks assigned to you2.誠實/可靠上級需要各位的鼎力協(xié)助，完成好工作。- 你必須準時到崗- 提供客人的高質(zhì)量的服務(wù)- 每天完成好分配給你的任務(wù)3. Personality:A waiter or waitress should take the initiative to be friendly patient and courteous to guest co-workers and management 3.

53、性格/脾氣： 一名好的服務(wù)人員應(yīng)當待客/同事/上級友善，耐心，禮貌.4. Co-operation:You must be willing to work with co-workers in a common effort .Towards completing work assigned .You must also adapt to the Hotel policies .4.合彳/團隊精神：你須樂于配合你的同事，發(fā)揮團隊精神以更好完成工作，對于酒店規(guī)章制度應(yīng)自學遵守。5. Knowledgeable:A good waitress or waiter must learn appropriate serving methods. And how to apply them in a smooth efficient manner . You must have and extensive knowledge of the food