【正文】 o： All department Approved by： This policy is to ensure proper handling of how to serve outside catering. 1 確認(rèn) 於接到客戶(hù) 要求時(shí)必須確認(rèn)外燴之日期、時(shí)間、人數(shù)、型態(tài)，並初步判斷是否得以勝任，若於執(zhí)行上有不可能之處，即以委挽回絕，並告知個(gè)人不可達(dá)成之原因； 2 報(bào)價(jià) 若確認(rèn)可以執(zhí)行，應(yīng)立即與客戶(hù)確認(rèn)所需，並以最短時(shí)間內(nèi)提報(bào)價(jià)，內(nèi)容須含 蓋 ： 日期 / 時(shí)間 / 人數(shù) / 服務(wù)方式 / 運(yùn)輸及人力費(fèi)用，並附上菜單。 硬體設(shè)備操作流程 .................................................................. 4 營(yíng)業(yè)前檢查作業(yè)程序 ............................................................................................. 5 營(yíng)業(yè)結(jié)束檢查作業(yè)程序 ......................................................................................... 8 營(yíng)業(yè)器具保養(yǎng)準(zhǔn)備事項(xiàng) ......................................................................................... 9 營(yíng)業(yè)器具盤(pán)點(diǎn)流程 ............................................................................................... 11 使用、保管、送洗布巾 ....................................................................................... 12 營(yíng)業(yè)器具財(cái)產(chǎn)表 ................................................................................................... 14 Micros 電腦點(diǎn)菜系統(tǒng)之基本操作流程 .............................................................. 17 桌面擺設(shè) ............................................................................................................... 24 一般服務(wù)之基本流程 ........................................................ 26 接聽(tīng)電話 ............................................................................................................... 27 接受訂位（一般、團(tuán)體） ................................................................................... 30 確定／取消訂位 ................................................................................................... 32 迎賓 / 帶位 ........................................................................................................... 34 點(diǎn)菜及建議菜色 ................................................................................................... 36 如何處理餐廳客滿情形 ....................................................................................... 37 正確使用餐具 ....................................................................................................... 40 預(yù)收訂金程序 / 取消訂位 .................................................................................... 42 清理檯面 ............................................................................................................... 43 如何更換煙灰缸 ................................................................................................... 45 餐間清理桌面 ....................................................................................................... 46 翻檯 ....................................................................................................................... 47 領(lǐng)料流程 ............................................................................................................... 49 外燴 ....................................................................................................................... 50 外帶 ....................................................................................................................... 51 結(jié)帳流程及詢(xún)問(wèn)意見(jiàn) ........................................................................................... 53 送客 ....................................................................................................................... 57 特殊區(qū)域之服務(wù)流程 ........................................................ 58 貴賓室服務(wù)餐前準(zhǔn)備工作 ................................................................................... 59 貴賓室服務(wù)流程 ................................................................................................... 60 小吃區(qū)服務(wù)流程 ................................................................................................... 61 飲料服 務(wù)流程 .................................................................................. 64 如何服務(wù)紅酒 ....................................................................................................... 65 如何服務(wù)白酒 ....................................................................................................... 67 如何服務(wù)香檳酒 ................................................................................................... 70 如何服務(wù)啤酒 ....................................................................................................... 73 如何服務(wù)黃酒 ....................................................................................................... 74 如何服務(wù)茶 ........................................................................................................... 79 如何服務(wù)咖啡 ....................................................................................................... 80 意外或緊急情況的應(yīng)變處理 .............................. 81 如何處理遺失物 ................................................................................................... 82 如何處理小孩走失 ............................................................................................... 83 如何處理喝酒醉之客人 ....................................................................................... 84 如何處理收銀故障 ............................................................................................... 86 如何處理客人吵架 /打架 ...................................................................................... 87 如何處理客人意外傷害 ....................................................................................... 89 如何處理火警 ....................................................................................................... 90 如何處理點(diǎn)菜 / 上菜錯(cuò)誤 ...................................................... 錯(cuò)誤 !未定義書(shū)簽。 Subject： 確定／取消訂位 Policy： FOUR POINTS BY SHERATON TAICANG Effective： Revised： Pages： 1 / 1 Issued by： Catherine Lin Copy to： All department Approved by： This policy is to ensure proper handling of how to confirm and cancel the booking. 1 確定訂位 客人訂餐期的前一天向客人確認(rèn)訂位； 撥客人的聯(lián)絡(luò)電話； 電話接通時(shí) :打招呼、自我介紹（飯店名稱(chēng)