【正文】 10 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 : 05 號碼 TASK : 客人用餐中的服務(wù) 工作職責(zé) : Operation during the banquet EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 工作程序 HOW TO DO 操作明細 WHY 工作目的 Operation during the banquet 客人用餐中的服務(wù) Pay attention to the speed of serving to ensure the first main course to be served within 5 minutes, any rush or delay must municate with service leader /Service Manager and Executive Chinese Chef. 留意上菜速度，保證第一道主 菜在 5分鐘內(nèi)上桌，一旦速度過快或過慢應(yīng)與服務(wù)主管 /經(jīng)理和廚房做好溝通。 In the course of dinning, Sales person to assit Kitchen to control the speed of serving courses and ensure quality of service. 宴會進行中，銷售人員需協(xié)助廚房控制出菜速度并督促服務(wù)質(zhì)量。 Inform DOFB and ADOFB farewell guest, invite GM/RM to farewell VIP guests if necessary. 如需要，通知餐飲總監(jiān)及餐飲副總監(jiān)送別客人，要求 GM/RM送別 VVIP客人。 Follow up 工作職責(zé) : 每日的會議及跟進 EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 工作程序 HOW TO DO 操作明細 WHY 工作目的 Daily meeting amp。 SP manager go through all business card with service leader and reservation manager. 夏宮經(jīng)理要和預(yù)訂部經(jīng)理，主管們一起把今天收 集的名片回顧一遍。B Sales 部門 ： 餐飲銷售 JOB TITLE: Sales Executive 職稱 ： 銷售代表 TASK NO : 08 號碼 TASK : Service Standard for Tiers A Guests 工作職責(zé) : A 級客人的服務(wù)標(biāo)準(zhǔn) EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 工作程序 HOW TO DO 操作明細 WHY 工作目的 Classify Tiers A guests A級客人的界定 Service Standard 服務(wù)標(biāo)準(zhǔn) Provincial Governments 省市委政府接待活動 Inform Executive Chinese Chef go through menu, menu checked by ADOFB,DFB, RM 通知中餐行政總廚仔細檢查菜單，該菜單必須由餐飲副總監(jiān)、餐飲總監(jiān)和駐店經(jīng)理審核。 Cold dish must be served 30 minutes before guest e, no matter guest confirmed menu or not. Reservation sales will control detail time. 不論客人是否已經(jīng)確認(rèn)菜單，冷菜都必須在客人來之前 30分鐘擺放好。 Pour Fruit juice in glass, ask guest and put on table directly, same as Mr. RK’s Service standard. 將果汁倒入玻璃杯中，用托盤盛放，直接詢問客人，和服務(wù)郭先生的標(biāo)準(zhǔn)相同。 ADOFB or SP Manager and E Chinese Chef check guest satisfaction. 由中餐營運經(jīng)理或是夏宮經(jīng)理及中餐行政總廚檢查客人的滿意度。B Sales 部門 ： 餐飲銷售 JOB TITLE: Sales Executive 職稱 ： 銷售代表 TASK NO : 09 號碼 TASK : Service Standard for Tiers B Guests 工作職責(zé) : B 級客人的服務(wù)標(biāo)準(zhǔn) EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 工作程序 HOW TO DO 操作明細 WHY 工作目的 Classify Tiers B guests B 級客人的界定 Service Standard 服務(wù)標(biāo)準(zhǔn) Over RMB 500/ person ( inclusive), and/or eating in Summer Palace PDR 4 times per month. 500/人以上標(biāo)準(zhǔn)（含 500元）或每月在夏宮包房消費 4次以上。 Cold dish must be served 30 minutes before guest e, no matter guest confirmed menu or not. 不論客人是否已經(jīng)確認(rèn)菜單，冷菜都必須在客人來之前的 30分鐘擺放好。B Sales 部門 ： 餐飲銷售 JOB TITLE: Sales Executive 職稱 ： 銷售代表 TASK NO : 09 號碼 TASK : Service Standard for Tiers B Guests 工作職責(zé) : B 級客人的服務(wù)標(biāo)準(zhǔn) EQUIPMENT REQUIRED: 所需設(shè)備 : WHAT TO DO 工作程序 HOW TO DO 操作明細 WHY 工作目的 Sales person to introduce ADOFB or SP manager to the host and major guests at the time to serve the fourth course. To propose a toast to VIPs for facesaving purpose if necessary. 在上第四道菜的時候，由銷售代表向主人及主要的客人介紹餐飲副總監(jiān) /夏宮經(jīng)理。 Telemarketing on regular basis(Reservation manager, SP Manager) 定期的電話銷售（預(yù)訂部經(jīng)理，夏宮經(jīng)理） 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 : 19 STANDARD OPERATION PROCEDURE 福州 xxxx大酒店 標(biāo)準(zhǔn)工作程序 DEPARTMENT: Famp。 Arrange senior service staff take care of guests. 安排 有經(jīng)驗的 服務(wù)員為客人服務(wù) Cold dish must be served 30 minutes before guest e, no matter guest confirmed menu or not. 不論客人是否已經(jīng)確認(rèn)菜單，冷菜都必須在客人來之前的 30分鐘擺放好。 Complementary beverage or food is given base on their expense. Or buy gift to guest when do the sales call. (5%of their expens) (DOFB, ADOFB) 根據(jù)客人的餐費標(biāo)準(zhǔn)贈送相應(yīng)的酒水或食物。 Assistant Summer Palace Manager and service leader Check table set up carefully. 由助理夏宮經(jīng)理和服務(wù)主管仔細檢查桌面的擺放。 Assistant SP manager and service Leader farewell guest. 中餐助理經(jīng)理和服務(wù)主管向客人告別。 2． Collect guests’ platesamp。 5． Put the fragment in a container which is specified for breakage. Forbid to put them in garbage. 將清掃的碎片倒在 固定的破損收集箱中。 Explain to guest the reason. 向客人解釋原