餐飲管理概述

1、GOOD MORNING！WELCOME TO OUR TRAINING TODAY！歡迎參加今天的培訓(xùn) 筆趣閣1飯店管理培訓(xùn)HOTEL MANAGEMENT TRAINING餐飲管理概述FOOD & BEVERAGE MANAGEMENT SUMMARIZE 2培訓(xùn)綱要 TRAINING OUTLINEl 餐飲部的構(gòu)架 / 職位介紹 / 職位工作職責(zé) l 餐飲促銷(xiāo)活動(dòng)計(jì)劃及實(shí)施 l 菜單及酒水單導(dǎo)向和全面控制l 服務(wù)質(zhì)量管理 / 服務(wù)程序 l 宴會(huì)的運(yùn)作 l 客人投訴的處理和控制 l 廚房管理及菜品質(zhì)量監(jiān)督和控制l 培訓(xùn)計(jì)劃及考核控制 l 餐飲部成本控制l 經(jīng)營(yíng)分析報(bào)告和預(yù)算和預(yù)測(cè)培訓(xùn)時(shí)間共

2、6小時(shí)3餐飲部的構(gòu)架 F&B DEPARTMENT CONFIGURATION餐飲部辦公室 F&B ADMINSTRATION OFFICE各餐廳運(yùn)營(yíng)部 F&B OUTLET酒水部 BEVERAGE宴會(huì)運(yùn)作服務(wù)部 BANQUET OPERATION宴會(huì)銷(xiāo)售部 CATERING SALES各餐廳廚房及宴會(huì)廚房 OUTLET KITCHENS AND BANQUET KITCHEN管事部 STEWARDING4ARTHUR TRAINING WORKSHOP餐飲部管理組織結(jié)構(gòu)圖F&B MANAGEMENT ORGANIZATION CHART餐飲總監(jiān) F&B DIRECTOR餐飲經(jīng)理餐廳經(jīng)理宴會(huì)經(jīng)

3、理行政總廚餐廳領(lǐng)班酒水經(jīng)理酒吧領(lǐng)班宴會(huì)領(lǐng)班行政助理 行政副總廚中餐廚師長(zhǎng)宴會(huì)銷(xiāo)售經(jīng)理銷(xiāo)售代表廚房領(lǐng)班西餐廚師長(zhǎng)宴會(huì)廚師長(zhǎng)管事部經(jīng)理廚房領(lǐng)班廚房領(lǐng)班管事部領(lǐng)班5餐飲各部職位介紹JOB RESPONSIBILITY INTRODUCTIONARTHUR TRAINING WORKSHOP6餐飲總監(jiān) F&B DIRECTOR餐飲總監(jiān)負(fù)責(zé)整個(gè)餐飲部正常/有效的日常運(yùn)作。確保對(duì)客服務(wù)及食物出品符合酒店的標(biāo)準(zhǔn)并力爭(zhēng)滿足及超越客人期望。樹(shù)立部門(mén)奮斗目標(biāo)，包括客人滿意率，財(cái)務(wù)報(bào)告，員工培訓(xùn)及鼓舞員工工作士氣等。 餐飲經(jīng)理 F&B MANAGER協(xié)調(diào)餐飲部各部門(mén)的運(yùn)作，協(xié)助餐飲總監(jiān)制定餐廳及酒吧的預(yù)算，保證餐飲

4、部所有員工給客人提供優(yōu)質(zhì)的服務(wù)。在餐飲部總監(jiān)及餐廳經(jīng)理中提供良好的溝通橋梁作用。餐飲行政助理 EXECUTIVE ASSISTANT TO F&B 為向餐飲部總監(jiān)提供職業(yè)化及高效率的文書(shū)和翻譯工作。勝任該職位需要在英語(yǔ)、行政管理、電腦及寫(xiě)作等各方面具備嫻熟的技能并兼有高水準(zhǔn)的個(gè)人展示能力和溝通水平。負(fù)責(zé)餐飲行政辦的組織并在餐飲總監(jiān)不在時(shí)擔(dān)當(dāng)起領(lǐng)導(dǎo)聯(lián)絡(luò)員。ARTHUR TRAINING WORKSHOP7行政總廚 EXECUTIVE CHEF行政總廚的職責(zé)是負(fù)責(zé)所有廚房的運(yùn)作，確保所有食品按照酒店的高標(biāo)準(zhǔn)，高質(zhì)量出品。飯店內(nèi)食品，成品或半成品保持一貫質(zhì)量、口味及外觀。在預(yù)算范圍內(nèi)提供高質(zhì)量食品并

5、保證利潤(rùn)。計(jì)劃出品并管理、協(xié)調(diào)主廚、廚師及其他廚房員工的工作。同時(shí)也要關(guān)注競(jìng)爭(zhēng)對(duì)手的食品、價(jià)格及質(zhì)量。協(xié)助餐飲總監(jiān)的日常運(yùn)作，在需要時(shí)，擔(dān)當(dāng)其職責(zé)。 餐廳廚師長(zhǎng) KITCHEN MANAGER承擔(dān)起行政總廚賦予的某一個(gè)廚房的工作職責(zé)。同時(shí)也要負(fù)責(zé)員工崗上培。協(xié)助行政總廚完成所有與廚房相關(guān)的工作?？刂啤⒈O(jiān)測(cè)并領(lǐng)導(dǎo)整個(gè)廚房的運(yùn)作，協(xié)助行政總廚負(fù)責(zé)每天廚房的運(yùn)作 。管事部經(jīng)理 CHIEF STEWARD 負(fù)責(zé)餐飲部所有餐廳及廚房的衛(wèi)生。一定要超越本地的標(biāo)準(zhǔn)，為準(zhǔn)備及服務(wù)提供清潔、安全的工作區(qū)域。另一個(gè)工作職責(zé)是制定預(yù)算，維護(hù)所有廚房及服務(wù)設(shè)備的安全。這個(gè)職責(zé)直接影響部門(mén)的利潤(rùn)，因此必須高標(biāo)準(zhǔn)的控制及

6、關(guān)注。與餐飲總監(jiān)及行政總廚保持溝通。 ARTHUR TRAINING WORKSHOP8ARTHUR TRAINING WORKSHOP宴會(huì)經(jīng)理 BANQUET MANAGER確保宴會(huì)的順利運(yùn)作和圓滿成功，并超越客人的期望。根據(jù)標(biāo)準(zhǔn)與程序?qū)⒉蛷d作為生意單位來(lái)經(jīng)營(yíng)。作為宴會(huì)經(jīng)理應(yīng)不斷提高、完善管理技能，以實(shí)現(xiàn)本部門(mén)在客人滿意率、利潤(rùn)收入指標(biāo)、提高員工士氣等方面目標(biāo)。 餐廳經(jīng)理 OUTLET MANAGER確保餐廳、酒吧的順利運(yùn)作，并超越客人的期望。根據(jù)標(biāo)準(zhǔn)與程序?qū)⒉蛷d作為生意單位來(lái)經(jīng)營(yíng)。作為餐廳經(jīng)理應(yīng)不斷提高、完善管理技能，以實(shí)現(xiàn)本部門(mén)在客人滿意率、利潤(rùn)收入指標(biāo)、提高員工士氣等方面目標(biāo)。 宴會(huì)銷(xiāo)

7、售經(jīng)理 CATERING MANAGER推銷(xiāo)和預(yù)定飯店餐飲宴會(huì)和會(huì)議的各項(xiàng)服務(wù)設(shè)施及功能，合理計(jì)劃和安排會(huì)議及宴會(huì)的服務(wù)和準(zhǔn)備，與宴會(huì)經(jīng)理和廚房保持密切溝通，確保宴會(huì)客人的滿意和得到客人的意見(jiàn)，反饋給運(yùn)作各部門(mén)。 9職位工作職責(zé)描述JOB DESCRIPTION包括崗位概述，職責(zé)義務(wù)，專(zhuān)業(yè)知識(shí)技能，教育，經(jīng)驗(yàn) 等。INCLUDING JOB SUMMARY，DUTIES & RESPONSIBILITIES，JOB KNOWLEDGE / SKILL ，EDUCATION，EXPERIENCE。 各項(xiàng)工作細(xì)節(jié)描述JOB DETAILS AND DESCRIPTION需溝通的相關(guān)部門(mén)及內(nèi)容COM

8、MUNICATION WITH AND DETAILSARTHUR TRAINING WORKSHOP舉例FOR EXAMPLE10例一：職位工作職責(zé)描述-餐飲部總監(jiān)EXAMPLE ONE ：JOB DESCRIPTION F&B DIRECTOR職位工作職責(zé)描述JOB DESCRIPTION例二：職位工作職責(zé)描述-餐飲部實(shí)習(xí)生EXAMPLE TWO ：JOB DESCRIPTION F&B TRAINEEARTHUR TRAINING WORKSHOP11市場(chǎng)與促銷(xiāo)MARKETING AND PROMOTION12餐飲促銷(xiāo)活動(dòng)計(jì)劃及實(shí)施PROMOTION ACTIVITIES PLAN &

9、ACTUALIZE 店內(nèi)促銷(xiāo)活動(dòng)IN HOUSE PROMOTION店外促銷(xiāo)活動(dòng)OUTSIDE PROMOTIONARTHUR TRAINING WORKSHOP13促銷(xiāo)活動(dòng)的原則PRINCIPLE FOR PROMOTION話題性 TOPIC AND NEWS新潮性 FASHIONABLE AND MODERNITY新奇性，戲劇性 ORIGINALITY AND HISTRIONIC 即興性，非日常性 IMPROVISATION AND NOT DAILY單純性 SIMPLEX AND FOCUSED參與性 MORE PARTICIPANTARTHUR TRAINING WORKSHOP14

10、店內(nèi)促銷(xiāo)的形式IN-HOUSE PROMOTION STYLES會(huì)員俱樂(lè)部促銷(xiāo) CLUB MEMBER PROMOTION中西方節(jié)日促銷(xiāo) EAST AND WEST FEAST DAYS PROMOTION內(nèi)部宣傳品促銷(xiāo) IN HOTEL PRINTINGS AND ADVERTIZEMENT 各國(guó)美食節(jié)促銷(xiāo) NATIONAL AND AREAL DELICIOUS PROMOTION周年紀(jì)念日促銷(xiāo) ANNIVERSARY AND REWARDS FOR HOTEL 針對(duì)性活動(dòng)促銷(xiāo) POINT TO CHILDREN AND FAMILY娛樂(lè)活動(dòng)，比賽，表演，技能作秀，抽獎(jiǎng)等輔助促銷(xiāo)形式ENT

11、ERTAINMENT ACTIVITIES，GAMES，PERFORMACE，SKILLS SHOW，LUCK DRAW TO ASSISTANT THE PROMOTIONARTHUR TRAINING WORKSHOP15外界合作促銷(xiāo) OUTSIDE COOPERATIONAL PROMOTION *與娛樂(lè)和高爾夫單位 WITH ENTERTAINMENT INDUSTRY AND GOLF-COURSE *與商業(yè)單位 WITH COMMERCIAL COMPANY *與旅行社 WITH TRAVEL AGENCY外賣(mài)活動(dòng)促銷(xiāo) *國(guó)內(nèi)外大公司派對(duì) DOMESTIC AND OVERSEA

12、FAMOUS COMPANIES PARTY *大型活動(dòng)場(chǎng)所 LARGE-SCALE ACTIVITIES AREA *高級(jí)私家酒會(huì) HIGH-CLASS PERSONAL COCKTAIL PARTY社會(huì)援助促銷(xiāo) *養(yǎng)老院和兒童福利院 BEADHOUSE AND ORPHANAGE *政府舉辦的福利活動(dòng) WELFARE ACTIVITIES BE ORGANIZED BY GOVERMENT店外促銷(xiāo)的形式OUTSIDE PROMOTION STYLESARTHUR TRAINING WORKSHOP16餐飲促銷(xiāo)計(jì)劃及實(shí)施 F&B PROMOTION PLAN AND ACTUALIZATIO

13、N定期促銷(xiāo)計(jì)劃 PERIODICAL PROMOTION PLAN *年度計(jì)劃 YEARLY PLAN *月度計(jì)劃 MONTHLY PLAN促銷(xiāo)行動(dòng)計(jì)劃 PROMOTION ACTION PLAN促銷(xiāo)行動(dòng)檢查表 ACTION CHECK LIST促銷(xiāo)利潤(rùn)損失報(bào)告 PROMOTION P&L REPORTARTHUR TRAINING WORKSHOP17菜單及酒水單導(dǎo)向和全面控制MENU AND DRINK LIST ORIENTATION AND COMPREHENSIVE CONTROL18菜單反映了餐廳的經(jīng)營(yíng)方針 THE REFLECTION OF MENU IS THE PROSECU

14、TION GUIDELINE FOR RESTAURANT菜單標(biāo)志著該餐廳產(chǎn)品的特色和水準(zhǔn) THE INDICATION OF MENU IS FEATURE AND STANDARD FOR PRODUCTS OF RESTAURANT菜單是溝通消費(fèi)者與接待者之間的渠道 MENU IS THE COMMUNICATION CHANNEL FOR CUSTOMERS AND SERVICE STAFF菜單是菜肴研究的資料 MENU IS THE DATA FOR DISHES INVESTIGATION菜單既是藝術(shù)品又是宣傳品 MENU ISNT ONLY ARTWORK BUT IS PRO

15、PAGANDISTARTHUR TRAINING WORKSHOP菜單的作用 MENU FUNCTION19菜單籌劃 MENU DESIGN以客人的需要為導(dǎo)向 THE GUEST NEEDS ORIENTATION 要能體現(xiàn)餐廳的特色具有競(jìng)爭(zhēng)力 TO SHOW THE FEATURE OF RESTAURANT, BE COMPETITIVE要善變并適應(yīng)飲食新形勢(shì) TO BE CAPRICIOUS AND ACCLIMATIZING DIETETIC TO THE NEW POSTURE要講究藝術(shù)美 TO BE CULTURED ON ART AESTHETICSARTHUR TRAINING

16、 WORKSHOP20菜單的種類(lèi) MENU CATEGORIES中式菜單 CHINESE FOOD MENU西式菜單 WESTEN FOOD MENU送餐菜單 ROOM SERVICE MENU特色風(fēng)味菜單 SPECIAL FOOD MENU套式菜單 SET MENU宴會(huì)菜單 BANQUET MENUARTHUR TRAINING WORKSHOP21定價(jià)的原則 PRINCIPLE OF PRICE ENACTMENT價(jià)格反映產(chǎn)品的價(jià)值THE PRICE REFLECT THE VALUE OF PRODUCT價(jià)格必須適應(yīng)市場(chǎng)的需求，反映客人的滿意程度THE SHOULD ADAPT THE

17、MARKET NEEDS, REFLECTING THE CUSTOMERS SATISFACTION制定價(jià)格既要相對(duì)靈活又要相對(duì)穩(wěn)定COMPARATIVELY FLEXIBLE AS WELL AS STABILIZATION FOR PRICE ENACTMENT制定價(jià)格要接受物價(jià)部門(mén)的指導(dǎo)PRICE ENACTMENT NEED ACCORDING TO THE OFFICE PRICE STABILIZATIONS DIRECTION22定價(jià)策略THE STRATEGY OF PRICE ENACTMENT以成本為中心FOCUS ON THE COST以需求為中心FOCUS ON TH

18、E MARKET NEEDS以競(jìng)爭(zhēng)為中心FOCUS ON THE MARKET COMPETITIONARTHUR TRAINING WORKSHOP23定價(jià)方法THE METHODS OF PRICE ENACTMENT“隨行就市” 法系數(shù)定價(jià)法 食品銷(xiāo)售價(jià)格 = 成本 / 食品成本率毛利率法食品銷(xiāo)售價(jià)格 = 食品成本 / （1 內(nèi)扣毛利率）主要成本率法食品銷(xiāo)售價(jià)格 = （食品原料成本+直接人工成本）/ ( 1-(非原料和直接人工成本率）本，量，利綜合分析法ARTHUR TRAINING WORKSHOP24菜單的制作MENU MAKING AND PRINTING制作的要求 REQUIRE

19、MENT菜單形式多樣化 MENU FORMAT DIVERSIFICATION菜單的變化更新 MENU PRESENT RENEWAL菜單的廣告和推銷(xiāo)作用 ADVERTISEMENT AND UP-SELLING FUNCTION設(shè)計(jì)菜單的注意事項(xiàng) MENU PRINTING REMARK規(guī)格和字體 SIZE AND FONT菜品取名 DISHES NAME其它注意事項(xiàng) OTHERSARTHUR TRAINING WORKSHOP25服務(wù)管理 / 服務(wù)程序SERVICE MANAGEMENT AND PROCEDURE26服務(wù)管理 / 服務(wù)程序服務(wù)運(yùn)作流程服務(wù)標(biāo)準(zhǔn)分解服務(wù)檢查表客人意見(jiàn)反饋分析

20、表培訓(xùn)考核報(bào)告ARTHUR TRAINING WORKSHOP27服務(wù)質(zhì)量SERVICE QUALITY28關(guān)鍵時(shí)刻MOMENTS OF TRUTH每一次和客人的接觸是關(guān)鍵時(shí)刻EACH CUSTOMER CONTACT IS CALLED A MOMENT OF TRUTH.每一次和客人的接觸時(shí)你都可以選擇讓他們滿意和不滿意YOU HAVE THE ABILITY TO EITHER SATISFY OR DISSATISFY THEM WHEN YOU CONTACT THEM.服務(wù)補(bǔ)救可以讓不滿意的客人滿意并使客人又忠實(shí)感A SERVICE RECOVERY IS SATISFYING A

21、 PREVIOUSLY DISSATISFIED CUSTOMER AND MAKING THEM A LOYAL CUSTOMER.ARTHUR TRAINING WORKSHOP29服務(wù)質(zhì)量的尺度DIMENSIONS OF SERVICE QUALITY可靠的：正確可靠的完成服務(wù)承諾RELIABILITY: PERFORM PROMISED SERVICE DEPENDABLY AND ACCURATELY.EXAMPLE: RECEIVE MAIL AT SAME TIME EACH DAY. 敏感的: 自發(fā)迅速的幫助客人RESPONSIVENESS: WILLINGNESS TO HE

22、LP CUSTOMERS PROMPTLY. EXAMPLE: AVOID KEEPING CUSTOMERS WAITING FOR NO APPARENT REASON. ARTHUR TRAINING WORKSHOP30服務(wù)質(zhì)量的尺度DIMENSIONS OF SERVICE QUALITY確信的：能夠傳達(dá)信任和自信ASSURANCE: ABILITY TO CONVEY TRUST AND CONFIDENCE. EXAMPLE: BEING POLITE AND SHOWING RESPECT FOR CUSTOMER.親和力：讓客人又親切感，平易近人EMPATHY: ABILIT

23、Y TO BE APPROACHABLE. EXAMPLE: BEING A GOOD LISTENER.切實(shí)的：自然，熟練，快捷的服務(wù)TANGIBLES: PHYSICAL FACILITIES AND FACILITATING GOODS. EXAMPLE: CLEANLINESS. ARTHUR TRAINING WORKSHOP31服務(wù)質(zhì)量的感知PERCEIVED SERVICE QUALITY言傳的Word of mouth個(gè)人需求Personal needs經(jīng)歷的Past experience期望的服務(wù)Expected service感知的服務(wù)Perceived service服務(wù)

24、質(zhì)量尺度Service Quality Dimensions可靠的Reliability敏感的Responsiveness確信的Assurance親和力Empathy切實(shí)的Tangibles服務(wù)質(zhì)量評(píng)估 Service Quality Assessment1. 超越期望 喜出望外 Expectations exceeded ESPS (Unacceptable quality)ARTHUR TRAINING WORKSHOP32服務(wù)質(zhì)量中的差距GAPS IN SERVICE QUALITY期望的服務(wù)Expected service外部對(duì)客溝通External communications to

25、 consumers感知的服務(wù)Perceived service服務(wù)傳遞Service delivery (including pre- and post-contacts)翻譯理解到服務(wù)規(guī)范中Translation of perceptions intoservice quality specifications管理層理解的顧客期望Management perceptions of consumer expectations差距5GAP 5差距3GAP 3差距2GAP 2差距1GAP 1差距4GAP 4顧客Customer服務(wù)者ProviderARTHUR TRAINING WORKSHOP

26、言傳的Word of mouth個(gè)人需求Personal needs經(jīng)歷的Past experience33表達(dá)不滿EXPRESSING DISSATISFACTION不滿產(chǎn)生Dissatisfaction occurs行動(dòng)Action沒(méi)有行動(dòng)No Action公開(kāi)行動(dòng)Public Action私下行動(dòng)Private Action向公司尋求解決Seek redress directly from the firm提出訴訟Take legal action投訴有關(guān)部門(mén)Complaint to business, private,or governmental agencies不再光臨Stop b

27、uying the product or boycott the seller警告朋友有關(guān)我們的服務(wù)Warn friends about the productand /or seller ARTHUR TRAINING WORKSHOP34客人的反饋和言傳CUSTOMER FEEDBACK AND WORD-OF-MOUTH對(duì)飯店來(lái)說(shuō)只能聽(tīng)到平均4%不滿的客人的投訴， 96% 的客人不會(huì)打擾我們，其中25%的客人存在著嚴(yán)重問(wèn)題。 THE AVERAGE BUSINESS ONLY HEARS FROM 4% OF THEIR CUSTOMERS WHO ARE DISSATISFIED WI

28、TH THEIR PRODUCTS OR SERVICES. OF THE 96% WHO DO NOT BOTHER TO COMPLAIN, 25% OF THEM HAVE SERIOUS PROBLEMS.4% 的投訴客人比96%不投訴的客人更愿意留下來(lái)。 THE 4% COMPLAINERS ARE MORE LIKELY TO STAY WITH THE SUPPLIER THAN ARE THE 96% NON-COMPLAINERS.60% 的投訴客人會(huì)留下來(lái)如果他們的問(wèn)題被解決，那么95%的投訴客人會(huì)留下來(lái)如果他們的問(wèn)題被快速解決。 ABOUT 60% OF THE COMP

29、LAINERS WOULD STAY AS CUSTOMERS IF THEIR PROBLEM WAS RESOLVED AND 95% WOULD STAY IF THE PROBLEM WAS RESOLVED QUICKLY.不滿意的客人會(huì)告訴10到20人有關(guān)他們的經(jīng)歷和問(wèn)題。 A DISSATISFIED CUSTOMER WILL TELL BETWEEN 10 AND 20 OTHER PEOPLE ABOUT THEIR PROBLEM.一個(gè)得到飯店滿意解決問(wèn)題的客人會(huì)平均告訴5個(gè)人。 A CUSTOMER WHO HAS HAD A PROBLEM RESOLVED BY A

30、 COMPANY WILL TELL ABOUT 5 PEOPLE ABOUT THEIR SITUATION.ARTHUR TRAINING WORKSHOP35不滿的程度和言傳的人數(shù)NUMBER OF PEOPLE TOLD BASED ON LEVEL OF DISSATISFACTIONARTHUR TRAINING WORKSHOP36不滿程度的行動(dòng)比率ACTION TAKEN BASED ON LEVEL OF DISSATISFACTIONARTHUR TRAINING WORKSHOP告訴朋友投訴不再光臨勸阻被人訴訟37宴會(huì)的運(yùn)作BANQUET OPERATION38宴會(huì)的運(yùn)作

31、BANQUET OPERATION飯店宴會(huì)的種類(lèi)中西餐宴會(huì)雞尾酒會(huì)冷餐會(huì)大型會(huì)議新聞發(fā)布會(huì)大型文藝演出婚宴外賣(mài)ARTHUR TRAINING WORKSHOP39宴會(huì)預(yù)定安排預(yù)定方式私人或企業(yè)有專(zhuān)人組織者來(lái)面洽電話預(yù)訂信函，傳真預(yù)定協(xié)議客戶預(yù)訂政府有關(guān)部門(mén)的指令性預(yù)定ARTHUR TRAINING WORKSHOP40宴會(huì)標(biāo)準(zhǔn)系統(tǒng)各種宴會(huì)消費(fèi)起點(diǎn)標(biāo)準(zhǔn)不同價(jià)位標(biāo)準(zhǔn)菜單及酒單不同標(biāo)準(zhǔn)宴會(huì)，可提供的配套服務(wù)項(xiàng)目和規(guī)格不同宴會(huì)場(chǎng)地布置，裝飾，臺(tái)型實(shí)例圖宴會(huì)主要菜點(diǎn)和名酒的介紹及實(shí)物照片宴會(huì)預(yù)定金的收取標(biāo)準(zhǔn)提前,推遲,取消預(yù)定的有關(guān)規(guī)定ARTHUR TRAINING WORKSHOP41宴會(huì)部常用表格宴

32、會(huì)預(yù)定單宴會(huì)編排通知單運(yùn)作安排單ARTHUR TRAINING WORKSHOP42宴會(huì)的活動(dòng)計(jì)劃BANQUET OPERATIONAL FLOWARTHUR TRAINING WORKSHOP受理預(yù)定RESERVATION計(jì)劃組織PLANING ORGANIZATION執(zhí)行準(zhǔn)備PREPARATION全面檢查DOUBLE CHECK宴前接待RECEPTION開(kāi)宴服務(wù)SERVICE OPERATION結(jié)賬送客BILLING 整理結(jié)束CLEAN UP CLOSINGA支持部門(mén)SUPPORT TEAMBCDE宴會(huì)銷(xiāo)售部CATERING廚房 KITCHEN管事部 STEWARDING工程部ENGINE

33、ERING財(cái)務(wù)部FINANCE保安部SECURITY公衛(wèi)部PAFGAABCDAGCDFAFABCFAECBDG43宴會(huì)臺(tái)型種類(lèi)BANQUET SET UP VARIETYARTHUR TRAINING WORKSHOP課桌式CLASSROOMU型臺(tái) U SHAPE橢圓型臺(tái)ELLIPSE SHAPE歌劇式THEATER會(huì)議型 FOR MEETING44宴會(huì)臺(tái)型種類(lèi)BANQUET SET UP VARIETY用餐型 FOR DINING西餐WESTERN BANQUET 中餐CHINESE BANQUETARTHUR TRAINING WORKSHOP45客人投訴的處理和控制GUEST COMPL

34、AIN HANDLE46客人投訴的處理和控制造成客人投訴的原因處理客人投訴的技巧如何降低客人投訴ARTHUR TRAINING WORKSHOP47造成客人投訴的原因?qū)浖耐对V服務(wù)質(zhì)量和效率服務(wù)員的態(tài)度服務(wù)程序產(chǎn)品質(zhì)量對(duì)硬件的投訴設(shè)施設(shè)備環(huán)境條件噪音ARTHUR TRAINING WORKSHOP48處理客人投訴的技巧表示理解感受道歉急迫感一步到位補(bǔ)償跟進(jìn)調(diào)查ARTHUR TRAINING WORKSHOP49如何降低客人投訴認(rèn)知預(yù)見(jiàn)靈活補(bǔ)救技能培訓(xùn)獎(jiǎng)罰制度ARTHUR TRAINING WORKSHOP50廚房管理及菜品質(zhì)量監(jiān)督和控制KITCHEN MANAGEMENT AND FOOD

35、QUALITY CHECK AND CONTAROL51廚房管理及菜品質(zhì)量監(jiān)督和控制KITCHEN MANAGEMENT AND FOOD QUALITY CHECK AND CONTAROL組織結(jié)構(gòu)與崗位職責(zé)ORGANIZATION CHART AND JOB RESPONSIBILITY廚房布局與生產(chǎn)流程控制KITCHEN LAYOUT AND PRODUCTION FLOW CONTROL食品衛(wèi)生與廚房安全FOOD HYGIENE AND KITCHEN SECURITYARTHUR TRAINING WORKSHOP52大型廚房組織結(jié)構(gòu)ARTHUR TRAINING WORKSHOP行

36、政總廚EXECUTIVE CHEF中餐總廚CHINESE CHEF西餐總廚WESTERN CHEFA 廚房廚師長(zhǎng)A KITCHEN CHEFB 廚房廚師長(zhǎng)B KITCHEN CHEFC 廚房廚師長(zhǎng)C KITCHEN CHEFF 廚房廚師長(zhǎng)F KITCHEN CHEFD 廚房廚師長(zhǎng)D KITCHEN CHEFE 廚房廚師長(zhǎng)E KITCHEN CHEF53中餐廚房機(jī)構(gòu)圖ARTHUR TRAINING WORKSHOP中餐總廚CHINESE CHEF中餐副廚SOUS CHEF加工組PROCESSING領(lǐng)班DEMI CHEF案板組CHOPPING BOARD領(lǐng)班DEMI CHEF爐灶組WOK TEAM

37、領(lǐng)班DEMI CHEF冷拼組COLD DISH領(lǐng)班DEMI CHEF點(diǎn)心組DIM SUM領(lǐng)班DEMI CHEF54ARTHUR TRAINING WORKSHOP西餐廚房機(jī)構(gòu)圖西餐總廚WESTERN CHEF西餐副廚SOUS CHEF熱廚房HOT KITCHEN領(lǐng)班DEMI CHEF冷廚房COLD KITCHEN領(lǐng)班DEMI CHEF宴會(huì)組BANQUETKITCHEN領(lǐng)班DEMI CHEF餅房BAKERYPASTRY領(lǐng)班DEMI CHEF加工組PROCESSING領(lǐng)班DEMI CHEF55廚房各崗位職責(zé)KITCHEN POSITION RESPONSIBILITY行政總廚 EXECUTIVE

38、CHEF廚師長(zhǎng) KITCHEN MANAGER領(lǐng)班 DEMI CHEF廚師 COOKARTHUR TRAINING WORKSHOP中餐廚房西餐廚房西餅廚房職位 POSITIONCOMMIS 1COMMIS 2COMMIS 356崗位職責(zé)內(nèi)容POSITION RESPONSIBILITY ITEMS行政總廚中餐廚師長(zhǎng)西餐廚師長(zhǎng)餅房廚師長(zhǎng)廚房領(lǐng)班一級(jí)廚師二級(jí)廚師三級(jí)廚師實(shí)習(xí)廚師57與各部門(mén)的溝通與采購(gòu)部 共同商量制定采購(gòu)規(guī)格和庫(kù)存量 每日采購(gòu)要求 大型宴會(huì)活動(dòng)采購(gòu)計(jì)劃餐廳部門(mén) 每日菜品狀況溝通 各種食品促銷(xiāo)活動(dòng) 客人對(duì)菜品意見(jiàn)反饋ARTHUR TRAINING WORKSHOP58與各部門(mén)的溝通

39、宴會(huì)部 宴會(huì)信息溝通 用餐形式及菜單溝通管事部 器具廚具設(shè)備準(zhǔn)備 衛(wèi)生清潔安排溝通ARTHUR TRAINING WORKSHOP59廚房布局影響布局的因素廚房布局的實(shí)施目標(biāo)廚房的整體布局廚房作業(yè)區(qū)和工作崗位的布局其他布局ARTHUR TRAINING WORKSHOP60生產(chǎn)流程控制制定控制標(biāo)準(zhǔn)標(biāo)準(zhǔn)菜譜標(biāo)量菜單生產(chǎn)規(guī)格控制過(guò)程加工過(guò)程的控制配份過(guò)程的控制烹調(diào)過(guò)程的控制控制方法程序控制法責(zé)任控制法重點(diǎn)控制法ARTHUR TRAINING WORKSHOP61食品衛(wèi)生的控制廚房環(huán)境的衛(wèi)生控制原料的衛(wèi)生控制生產(chǎn)過(guò)程的衛(wèi)生控制生產(chǎn)人員的衛(wèi)生控制ARTHUR TRAINING WORKSHOP62廚房

40、環(huán)境的衛(wèi)生控制廚房環(huán)境衛(wèi)生包括- 地面,墻壁, 頂部,風(fēng)口, 灶具,工作臺(tái)等衛(wèi)生區(qū)分配與責(zé)任人衛(wèi)生檢查表與獎(jiǎng)罰制度餐飲部衛(wèi)生檢查安排整改行動(dòng)計(jì)劃ARTHUR TRAINING WORKSHOP63原料的衛(wèi)生控制原料的清洗去除食品原料上的污物,農(nóng)藥,肥料,細(xì)菌,寄生蟲(chóng) ,昆蟲(chóng),化學(xué)原料或其他附雜物 原料粗加工衛(wèi)生控制原料的存放, 加蓋ARTHUR TRAINING WORKSHOP64生產(chǎn)過(guò)程的衛(wèi)生控制加工和烹飪過(guò)程中使用的器具和凈布的消毒解凍食物的注意事項(xiàng)配制食品的盛器要清潔并是專(zhuān)用的烹調(diào)加熱食品時(shí)要充分殺滅細(xì)菌，要考慮原料內(nèi)部達(dá)到的安全溫度冷菜的加工要生熟分開(kāi)，使用專(zhuān)用器具ARTHUR TR

41、AINING WORKSHOP65解凍食物的注意事項(xiàng)解凍食物要迅速，盡量縮短解凍時(shí)間解凍中要防止受到污染，各類(lèi)食品要分開(kāi)解凍流水解凍水溫應(yīng)控制在22度以下，自然解凍的溫度應(yīng)控制在8度左右切忌將食物放置在自然溫度下過(guò)夜來(lái)解凍已解凍的食品應(yīng)及時(shí)加工，不能再解凍ARTHUR TRAINING WORKSHOP66生產(chǎn)人員的衛(wèi)生控制雙手洗滌, 消毒,修剪指甲口罩,手套,工作帽, 制服不得抽煙,咀嚼口香糖不可戴戒指,手表帶有傳染性疾病不得從事食品烹調(diào)定期健康檢ARTHUR TRAINING WORKSHOP67廚房的安全食物安全細(xì)菌性食物中毒的預(yù)防化學(xué)性食物中毒的預(yù)防有毒食物中毒的預(yù)防操作安全割傷 跌傷

42、 扭傷 燙傷 電擊傷 火災(zāi)ARTHUR TRAINING WORKSHOP68培訓(xùn)計(jì)劃及考核控制TRAINING PLAN AND RESULT CONTROL69培訓(xùn)計(jì)劃的制定TRAINING PLAN ESTABLISHMENT如何找到培訓(xùn)需求HOW TO FIND THE TRAINING NEEDS培訓(xùn)目標(biāo)TRAINING OBJECTIVE培訓(xùn)準(zhǔn)備TRAINING PREPARATION技巧培訓(xùn)與知識(shí)培訓(xùn)SKILL TRAINING AND KNOWLEDGE TRAINING復(fù)習(xí)與考核REVIEW AND TEST EVALUATIONARTHUR TRAINING WORKSHO

43、P70培訓(xùn)的形式TRAINING MODALITY崗上培訓(xùn)ON THE JOB TRAINING課堂知識(shí)培訓(xùn)CLASSROOM KNOWLEDGE TRAINING新員工入職培訓(xùn)NEW STAFF ORIENTATION交叉培訓(xùn)CROSS TRAININGARTHUR TRAINING WORKSHOP71考核方式MODE OF TRAINING RESULT TEST書(shū)面知識(shí)考核WRITEN KNOWLEDGE TEST操作程序考核OPERATION PROCEDURE TEST服務(wù)技巧考核SERVICE SKILLS TEST實(shí)戰(zhàn)運(yùn)用考核ACTUAL COMBAT CHECKARTHUR

44、TRAINING WORKSHOP72餐飲部成本控制COST CONTROLLING F&B73餐飲部成本控制COST CONTROLLING F&B成本分析COST ANALYSIS 財(cái)務(wù)報(bào)表P&LPROFIT AND LOSS盤(pán)點(diǎn)運(yùn)作及分析INVENTORY OPERATIONARTHUR TRAINING WORKSHOP74成本分析COST ANALYSIS 人力 MANPOWER能源 ENERGY SOURCES物耗 OPERATIONAL USE食品及酒水 FOOD AND BEVERAGE固定資產(chǎn) CAPITAL ASSERTS營(yíng)業(yè)稅 SALES TAX促銷(xiāo)和廣告 PROMOTI

45、ON AND ADVERTISEMENT運(yùn)輸交通 TRANSPORTATION ARTHUR TRAINING WORKSHOP利潤(rùn) = 營(yíng)業(yè)額 - 成本75財(cái)務(wù)報(bào)表P&LPROFIT AND LOSS月度，年度損益表MONTHLY AND YEARLY P&L大型活動(dòng)損益表PROMOTION P&LARTHUR TRAINING WORKSHOP76月度損益表MONTHLY P&L77年度損益表YEARLY P&L78大型活動(dòng)損益表PROMOTION P&L79盤(pán)點(diǎn)運(yùn)作及分析INVENTORY OPERATION AND ANALYSIS實(shí)際盤(pán)點(diǎn)數(shù)庫(kù)房領(lǐng)取數(shù)丟失數(shù)破損數(shù)借出，借進(jìn)數(shù)單價(jià)品號(hào)尺

46、寸盤(pán)點(diǎn)表 80月度盤(pán)點(diǎn)的內(nèi)容MONTHLY INVENTORY ITEMS食品及酒水FOOD AND BEVERAGE布草 LINEN餐具及廚房用具 CUTLERY,CHINAWARE,GLASSWARE AND KITCHEN UTENSILS固定資產(chǎn) CAPITAL ASSERTSARTHUR TRAINING WORKSHOP81食品及酒水盤(pán)點(diǎn)FOOD AND BEVERAGE INVENTORY酒水日盤(pán)點(diǎn)報(bào)表 BEVERAGE DAILY INVENTORY由餐廳酒水員負(fù)責(zé)，餐廳主管負(fù)責(zé)檢查，財(cái)務(wù)部抽查整瓶酒水盤(pán)點(diǎn)和開(kāi)瓶酒水盤(pán)點(diǎn)與每日銷(xiāo)量和領(lǐng)取量的核對(duì)酒水月綜合盤(pán)點(diǎn)報(bào)表 BEVERAGE MONTHLY INVENTORY由酒水主管和財(cái)務(wù)部共同盤(pán)點(diǎn)食品原料及醬料盤(pán)點(diǎn)紀(jì)錄 FOOD RAW MATERIAL AND CONDIMENTSARTHUR TRAINING WORKSHOP82經(jīng)營(yíng)分析報(bào)告和預(yù)算和預(yù)測(cè)REVENUE FORECAST BUDGET83ARTHUR TRAINING WORKSHOP經(jīng)營(yíng)分析BUSINESS ANALY