【正文】 1 STANDARD OPERATION PROCEDURES 標(biāo)準(zhǔn)工作程序 Famp。B Sales 餐飲銷售 2 Famp。B Sales STANDARD OPERATING PROCEDURES Task No. Description 1. 客人來(lái)電或來(lái)人訂餐時(shí)需要詢問的信息 Information to be obtained through telephone booking or face to face contact 2. 餐前準(zhǔn)備 Preparations before banquet starts 3. 通知客情 Reservation Status Distribution 4． 客人到店時(shí)的迎候 Greetings upon guest arrival 5. 客人用餐中的服務(wù) Operations during the banquet 6. 客人宴請(qǐng)結(jié)束時(shí)的送別 Farewell at the closing 7. 每日的會(huì)議及跟進(jìn) Daily meeting amp。 follow up 8. A級(jí)客人的服務(wù)標(biāo)準(zhǔn) Service Standard for Tiers A Guests 9． B級(jí)客人的服務(wù)標(biāo)準(zhǔn) Service Standard for Tiers B Guests 10． C級(jí)客人的服務(wù)標(biāo)準(zhǔn) Service Standard for Tiers C Guests 11． D級(jí)客人的服務(wù)標(biāo)準(zhǔn) Service Standard for Tiers D Guests 3 XXXX HOTEL, FUZHOU STANDARD OPERATION PROCEDURE 福州 xxxx大酒店 標(biāo)準(zhǔn)工作程序 DEPARTMENT: Famp。B Sales 部門 ： 餐飲銷售 JOB TITLE: Sales Executive 職稱 ： 銷售代表 TASK NO : 01 號(hào)碼 TASK :Information to be obtained through telephone booking or face to face contact 工作職責(zé) : 客人來(lái)電或來(lái)人訂餐時(shí)需詢問的信息 EQUIPMENT REQUIRED: Telephone, TMS, 所需設(shè)備 : 電話 , 餐飲預(yù)訂系統(tǒng) WHAT TO DO 工作程序 HOW TO DO 操作明細(xì) WHY 工作目的 Enquire detail reservation information from guests 詢問客人具體用餐信息 Date and time 詢問具體宴請(qǐng)日期和時(shí)間 Number of person 詢問宴請(qǐng)人數(shù) Company name and booker’s name 詢問公司及訂餐人的姓名 Banquet style: A la cart or set menu 詢問宴請(qǐng)形式 : 點(diǎn)菜或套餐 Type of banquet: Business dinner, friends gathering, government receptions etc. 詢問宴請(qǐng)類型 : 商務(wù)宴請(qǐng) ,朋友聚會(huì) ,政府接待活動(dòng)或其他 Identify of host and major guest (any special requests) 詢問主人 ,主賓的身份 ,是否有特別需要 Special requirements on cuisine: any avoid food. 詢問菜肴方面的要求 :有無(wú)忌口的食物 . Any VIP or regular guest: Inquiring whether they are from local or other cities 詢問有無(wú)貴賓或?？?, 詢問客人宴請(qǐng)的時(shí)本地還是外地客人。 Ask for opnion from the booker if there is any VIP attendees, Introduce GM/GM to greet or propose toast if possible. 如有貴賓出席，詢問訂餐者意見，介紹 GM/GM出面迎接或敬酒 Remended dishes, prearranged menu, alcohol drinks and acquainted staff to regular guest are required. 有針對(duì)性地推薦特色菜；常客可事先安排好菜肴，酒水和 熟悉的員工為其服務(wù)。 DEPARTMENT: Famp。B Sales JOB TITLE: Sales Executive 4 部門 ： 餐飲銷售 職稱 ： 銷售代表 TASK NO : 01 號(hào)碼 TASK :Information to be obtained through telephone booking or face to face contact 工作職責(zé) : 客人來(lái)電或來(lái)人訂餐時(shí)需詢問的信息 EQUIPMENT REQUIRED: Telephone, TMS, 所需設(shè)備 : 電話 , 餐飲預(yù)訂系統(tǒng) WHAT TO DO 工作 程序 HOW TO DO 操作明細(xì) WHY 工作目的 Menu requirement: Any make special menu(VIP guest) 菜單要求：是否制作特別菜單 Prepare the confirm menu at the request of booker’s by the means of fax or decision making on the spot。 choose a la cart guest, remend to provide some special meal, let guest wait for meal or order our set menu. 根據(jù)訂餐者的要求，通過傳真或當(dāng)場(chǎng)決定的形式準(zhǔn)備，確認(rèn)菜單。選擇散點(diǎn)的客人，可先建議準(zhǔn)備些頭盤菜或高價(jià)位的菜，以免客人等候上菜時(shí)間較長(zhǎng)。 Exchange business cards with the booker if it is a face to face contact 與訂餐者相互交換名片 Repeat above all information for booker. 對(duì)預(yù)訂 人重復(fù)上述的所有信息。 Thanks guest for choosing Xxxx Hotel Fuzhou.( Thank you for calling or Thank you choosing for Xxxx Hotel Fuzhou). 感謝客人選擇福州 xxxx大酒店。（感謝您的來(lái)電或感謝您選擇福州 xxxx大酒店）。 For easy contact at the later stage and building up relationship. 以便雙方日后保持聯(lián)系。 PREPARED BY: Jackson Zeng 起草人 : APPROVED BY: Mr Eddie Chua 批準(zhǔn)人 : POSITION: ADOFB 職位 : SIGNATURE/DATE 簽字 /日期 : POSITION: GM 職位 : SIGNATURE/DATE 簽字 /日期 : 5 XXXX HOTEL, FUZHOU STANDARD OPERATION PROCEDURE 福州 xxxx大酒店 標(biāo)準(zhǔn)工作程序 DEPARTMENT: Famp。B Sales 部門 ： 餐飲銷售 JOB TITLE: Sales Executive 職稱 ： 銷售代表 TASK NO : 02 號(hào)碼 TASK : Preparation before banquet starts 工作職責(zé) : 餐前準(zhǔn)備 EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 工作程序 HOW TO DO 操作明細(xì) WHY 工作目的 Menu Prepare 準(zhǔn)備菜單 The following actions to be follo