酒店管理会所 餐饮部餐厅及酒吧作业流程图表

AFTERCUSTOMERDEPARTURE-RESETTINGTABLEPROCEDURERestaurant-LoungeWaiter/WaitressHelpGuestwhenDepartingBidfarewelltoCustomersVerifynoguestbelongingsareleftbehindPick-uptrayfromservicestationApproachguesttableandremoveallsoiledwares(glass,chinaetc)andplaceontotrayPlaceheavyandhighitemsonpartleaningtowardsthebodyAllsoiledglassesmovetobarcounterAllotherwaresmovetodishwashingareaTakeafreshcleaningrack(fromservicestation)MovecenterpiecesasideCleanentiretablesurfacethoroughlyAdjustchairsandalsocrumblechairsurfacePlaceallmiseenplaceontoservicetray(placemat,china,flatware,ashtrayetc)andre-settableneatlyandcorrectlyTakeallmise-en-placeatonceandtrytocompleteset-upwithinonestepBeforeleavingtable,verifythatset-upcomplieswithstandardtableset-upRemark:*Guestscanonlybeseatedatcleanedandcompletelyre-settables*Tablesettingdoesalsoincludearrangingofchairsandsofas.*Alwayscompletetableset-upbeforemovingontodoanothertask.Code:R001Iffound,handtoguestsrightawayReason:A)AvoidsdroppingofitemsfromtrayB)easiercarryingoffullyloadedtrayWhy?A)SavestimeB)MoreeffectiveworkingstyleANSWERTELEPHONEPROCEDURERestaurantManagerRestaurantGRO/SupervisorRestaurantWaiter/Waitress/TraineePick-upphone(maximumthreerings)Smile/useafriendlyvoicewhenspeakingonthephoneSay:HolidayInnCentralPlaza,SaltandPepper,Maryspeaking!ListentospeakerfirstbeforeansweringSpeakerrequeststospeaktorestaurantmanagerSpeakerrequeststomakeareservationSpeakerrequeststospeaktoacolleague/staffSay:Mr.Liu(repeatrequestedperson'sname),onemomentplease.Thankyouforcalling!Ask:Yourname,please!Listentoconversationandrejectcallfriendly:Iamsorry,wedonotallowstafftotakephonecalls.Thankyouforyourunderstanding!PutconversationONHOLDbypressingOnHoldbuttonAsk:Whichdayandtime,MissWong?WaituntilspeakerhungupSearchforrequestedpersonimmediatelyAsk:Howmanypeople?HangUpphoneReturntophoneandpushONHOLDBUTTONagainAsk:Yourcontactnumber,please?HandphonetorequestedpersonandstepbackSmokingornon-smokingtable?Anyspecialrequests?MissWong,canIrepeatyourreservation?Wewillkeepyourreservationfor30minutes.Thankyouforyourreservation.Seeyousoon!Goodbye.WaituntilspeakerhungupHangupphoneRemark:*Inrespecttoourguests,ourpolicydoesnotpermitstafftoreceiveprivatephonecallswhileonduty.*Forsupervisorandrankingfilelevels,wedonotallowtotakemessages.*Outlettelephonesprimarilyserveourcustomers.*Donotblockphonelineformorethanoneminute,trytoanswerseveralcallssimultaneously.Code:R002Ascourtesy,donotlistentootherperson'sconversations,itisperceivedasimpoliteandnotprofessionalLobbyandCoffeeshop,alwaysanswerinEnglish!Repeatreservationclearlyandwaitforguest'sapprovalRestaurantWaiter/WaitressKitchenCook/DemiChef/ChefdePartieGuestRequestsaBoiledEggAskGuest:Excuseme,howmanyminuteswouldyoulikeyoureggtobeboiled?Guestreplies.Askfurther:Wouldyoupreferoneortwoboiledeggs?Guestreplies.RepeatordertoguestPostorderintoPOSor(ifforbreakfastbuffet)informchefdepartieondutytoprepareReceivePOSorder(orverbalorderifforbreakfastbuffet)PlacewaterinpotontostoveandheatuntilboilingAddegg'soncewaterisboilingSettimertonumberofminutesrequiredOncealarmrings,removeeggfrompotandplaceeggineggcupPlaceegg-cupontosaucerwithonecoffeespoonandplaceallontoservicetrayInformserviceforpick-upServeguestandplaceeggcupwithspoonontotoprightsideSay:Please,SirorMadame,enjoy!Code:R008BOILEDEGGSERVICEPROCEDURE*Eggsmustbeboiledtheexacttimerequiredbycustomers.Remark:*Thewatermustboilbeforeeggisplacedintopot/pan.CoffeeShopGRO/SupervisorPreparation:Accordingtobusinesstrend,pre-printbreakfastbuffetchecksWelcomeGuestandsay:Goodmorning,Sir/Madame,mayIhaveyourroomcardplease?SwiperoomcardonPOSswiperVerifyguest'sroomnumberandnameRememberguest'sfamilynameReconfirmInformation:Mr.Zhang,isthatcorrect?VerifyifroomcodeisinclusiveofbreakfastReturnguest'sroomcardRoominclusiveofbreakfastRoomnotinclusiveofbreakfastSay:Thiswayplease!Ask:Wouldyouliketotryourbreakfastbuffet?EscortguesttotableIfyes,presentpre-printedbreakfastcheckonbillfoldertoguestPullchairforguestSay:Couldyoupleasesignthebreakfastbillhere?UnfoldthenapkinandplaceontoB/BplateCompletethebillbyaddingguestnameandroomnumberAskguest:Wouldyouprefercoffeeorteaforbreakfast?Say:Thankyou,thiswayplease!Instructwaiter/waitresstoservehotcoffee/teaEscortguesttotableMovefork&knifefromthepocketPullchairforguestPlacetheforkleftUnfoldthenapkinandplaceontheB/BplatePlaceknifetotherightsideAskguest':Wouldyouprefercoffeeorteaforbreakfast?Say:Enjoyyourbreakfast,Mr.Wang,seeyoulater!Instructwaiter/waitresstoservehotcoffee/teaMovefork&knifefromthepocketPlacetheforkleftPlaceknifetotherightsideSay:Haveanenjoyablebreakfast,Mr.Zhang!Remark:*BreakfastControltobeconducted:Friendly,quicklyandefficient.*Createafriendlyandpleasanttoallguests.Code:R009BREAKFASTCONTROLPROCEDUREEnterguestintoashortandpleasantconversation,makehim/herfeellikehomeReason:EnablesyoutoprovideguestwithquickerserviceAddressguestalwaysbyhis/hernameCARVINGSERVICEPROCEDURETimeCoffeeShopBuffetAttendantCoffeeShopChefdePartie/CookSteward3hrsInformStewardingtopreparecarvingtrolleyReceiveInformationTakecarvingtrolleyfro