餐厅规章制度(中英文)

6

Turn off all lighting bulbs after daily operation is finished

每日营业结束以后关闭所有照明电源

7

Reuse of glass covers

杯盖的重复使用

8

Unused paper napkins to be collected back for recycling

餐巾纸的重复使用

9

Reuse of coasters

杯垫的重复使用

10

Reuse of cocktail picks

搅棒的重复使用

11

Reuse of used match boxes

果签的重复使用

12

Reuse of used match boxes

火柴盒的重复使用

13

Shut

off

the

water

tap

omnivorously,

do

not

use

hot

water

wherever it is unnecessary

随手关闭水龙头

,

不必用热水就不用< /p>

14

Reuse

used

infrasys

single

and

duplicate

double

layered

paper rolls to make note pads for staff

随手关闭冰箱冷柜的门与制冰机盖板

15

Use reusable paper for all internal purpose

内部使用可重复利用的纸张

16

Superfluous hot coffee/tea can be used for iced

多余的咖啡

/

茶可用于制作冻咖啡

/

茶

17

Warmers should be turned off after close lobby lounge

加热器在大堂吧关门后关闭

18

The

lemon

used

for

cold

lemon

tea

can

be

used

for

dish

washing

冻柠檬茶用过的柠檬角可用于泡餐具

Checked and signed by

检查：

Outlet Manager

部门经理：

Verified and signed by

审核：

Director of F&B

餐饮经理

/

总监：

*Please put a tick if completed

请在完成的项目栏中划对号

.

JAN

FEB

MAR

APR

MAY

JUN

Hotel Orientation Schedule of August 2003

AUG26

0900-0920

0930-1120

1130-1140

1140-1200

1300-1330

1330-1430

1430-1545

1545-1630

1630-1700

1700-1730

AUG27

0900-1010

1020-1100

1100-1200

1300-1330

1330-1500

1500-1530

1540-1620

1630-1730

AUG28

0900-0950

1000-1050

1100-1200

AUG29

1300-1330

1330-1400

1405-1505

1510-1630

0900-1730

饭店入职培训计划

Get to Know You

SLIM Introduction

EXCOM Introduction

GM Speech

Warm up Exercise

Grooming & Hygiene

Product Knowledge-Rooms

Product Knowledge-F&B Service

Finance Introduction

S&M Introduction

Customer Delight Program Introduction /

Excellent Service in Rasa Ria Resort

令客人喜出望外计划

Employee Handbook

HR Philosophy

Warm up Exercise

Fire & Emergency Procedure

Hotel Security

Telephone Courtesy

Hotel Tour

Golden Circle Program

Strategic Plan

Vision & Guiding Principle

Team Building

Shangri-La Food Safety

Management System

Basic English Training

Product Knowledge Quiz & Feedback

Shangri-La Care I

破冰

集团介绍

管理人员介绍

总经理发言

暖身活动

仪容仪表

房务部介绍

餐饮部介绍

财务部介绍

销售部介绍

员工手册

人力资源部介绍

暖身活动

紧急措施

饭店保安

电话礼仪

饭店介绍

金环计划

战略计划

远景目标

团队合作

香格里拉食品

安全管理体系

基础英

s

文

产品知识测试

香格里拉翔

I

Training Dept

Training Dept

EXCOM

QM

Training Dept

Training Dept

Room Team

F&B Team

FC

DOM

Training Dept

HRM

HRM

Training Dept.

Chief Engineer

Security Manager

Training Dept.

Training Dept.

Christina Lin

Training Dept.

Training Dept.

Training Dept.

Hygienist

Training Dept.

Training Dept.

Angels

JOB DESCRIFTION

SECTION ONE

JOB OUTLINE

Job Title

Department

Service Associate

Food and Beverage-Service

Reports Directly To:

Job Code

Job Grade

Food and Beverage

FBSA

5

Reports Directly To:

Service Manager

Supervises

Other Relationships:

Kitchen

Security

Stewarding

Finance

Housekeeping

Front Office

Engineering

Human Resources

Job Summary/Purpose:

To upsell and provide food and beverage services in accordance with the policies and guidelines of

the hotel. Delights our customers by providing them with the highest possible service excellence.

Key Areas:

1. Multi Skilling

3. Training

2. Customer Relations

4. Environment Awareness

Prepared by:

Approved by:

Date:

Updated by:

Approved by:

Date:

JOB DESCRIPTION

SECTION TWO

KEY ARFAS

Job Title

Service Associate

RESPONSIBILITIES

1. Multi Skilling

ACTIVITIES

Hostessing:

a.

Answering of telephone calls according to the

minimum standards.

b.

Takes reservations and coordinates booking.

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.

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 level and

record inventories for requisitions.

c. Report all discrepancies in appropriate.

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

beginning

and

deposit at the end of duty in accordance with

hotel policy.

b.

Record

all

food,

beverage

and

miscellaneous

sales accurately.

c.

Ensure

all

kinds

of

transactions

are

verified.

and cleared appropriately in Infrasys system.

JOB DESCRIPTION

SECTION TWO

KEY ARFAS

Job Title

Service Associate

RESPONSIBILITIES

ACTIVITIES

2. Customer Relations

3. Training

4. Environment Awareness

a.

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 convenience of the guests.

e.

To

Demonstrate

respect,

humility,

courtesy,

and

helpfulness

through

sinceriyt.

f.

To

achieve

customer

loyalty

through

delighting

the

customers

by

practicing

recognition,

anticipation,

flexible

and

recovery service.

a.

To

attend

all

personal

development

classes assigned or nominated.

b.

To

participate

food

and

beverage

menu

knowledge session weekly.

c.

Consistently

practice

guiding

principles

achieving customer delight.

a.

Reduces

waste

and

re-use

as

much

as

possible.

b.

Recycles whenever possible.

HOW TO INTRODUCE ITEMS & DISPLAY

Each Step must include: Demonstration, Explanation, Questions and asking the Trainee if he/she has

any question before they repeat the step by themselves .

TASK BREAKDOWN

Task: How to introduce salad, dessert and display.

Job Title: Waiters/Manager/Assistant/In-charge/Hostess

INVOLVEMIENT

STANDARD

STEP

(Questions

relating

to

the

standards- begin

(Measurable/Observable)

with who/what/where and how)

1.

What should you know about it?

?

Names of products

PREPARATIO

?

The prices of the products

N

?

The

ingredients

or

the

components

?

The

preparation

and

the

cooking method

What else should you know?

?

The items that change daily

What are they?

?

Ice creams

?

Salad

?

Fresh juices

?

Meats

2. Introduction

When

do

you

explain

to

the

guests

the

?

When you excort the guest to

items or the display?

the table

Is there an exception for not explaining it

to the guest?

?

No and No

How do you introduce?

?

Sir/Madam,

let

me

introduce

you…,

as

you

can

see

we

have

different

meat

dishes,

wines served by the glasses.

?

Guest’s name

What

could

you

use

instead

of

Sir/Madam?

?

Clear voice and no hesitation

What is very important when presenting

the item/display?

How to introduce items & display

What

to

important

your

posture

while

explaining?

What body language should you use ?

How far from the guest should you stand?

3.

Explain

the

What words should be used?

display

?

?

?

?

?

?

Smile

Stand straight

Face guest

Posture

Distance

Eye contact

?

Our

special

tonight,

is

the

roasted

turkey

served

with

garlic potato or sir/Madam

this

is

our

wine

display.

We

have

a

selection

of

Australian

Chardonnay

and

Hatten

Rose

for

25

dollars

UP-SELLING

5.

Handling

What

happens

if

the

guest

refuses

to

difficult

situation

your suggestion?

in up- selling

What

do

you

do

if

the

guest

complains

about the price of the item you suggest?

What do you do if the guest doesn’t want

any suggestion?

When

the

food

is

served

,

what

is

important for you to know?

Any question?

Trainee does so far

?

Suggest another item

?

If the guest says”no”

Twice , stop up- selling

?

Suggest

a

less

expensive

item

?

Apologize

?

Offer to come back later

?

To know the guest feedback

?

To

improve

your

up-selling

skills

UP-SELLING

Each Step must include: Demonstration, Explanation, question and asking the Trainee if he/she has

question before they repeat the step by themselves.

TASK BREAKDOWN

Task:

How to Up-sell?

Job Title: Waiters/Mangers/Assistant

In- charge/Hostess

INVOLVEMENT

STANDARD

STEP

(Question

relating

to

the

standard

—

begin

(Measure/Observe)

with who/what/where/how)

1. Up selling

What

do

you

mean

by

the

word

Up

?

Offering items to the guest

selling?

with

the

objective

to

sell

more

that

what

the

guest

wants originally

What is the advantage of Up selling?

?

Increase sales and profit

?

Increase job satisfaction

What do we mean by salesmanship?

?

Be

proud

of

what

you

succeed in up selling

?

Increase

communication

with

the

guest

and

his

satisfaction

?

Good

knowledge

of

the

product

?

Good

skills

of

up

selling

and

communication

friendly attitude

2. Opening line

How

would

you

start

your

conversation

?

“Good

Evening,

Mr.

with customer?

Robert,

how

are

you

today?”

?

“May I take your order?”

What must you avoid?

?

“What shall I serve you ?”