【正文】 HOW TO DO 操作明細(xì) WHY 工作目的 1． Keep calm when staff break items, avoid having too much panic. Apologize to guest, keep guests stay calm. 發(fā)生破損情況下，保持鎮(zhèn)定，切忌驚慌失措 。 Avoid getting too much guests’ attentions. 避免引起周圍客人的注意 Avoid guests get physical 對客人產(chǎn)生物理傷害 Avoid guests falling down. 防止經(jīng)過客人跌倒。 Bverage served in 2 minutes inside guest sit down. 必須在客人就坐后 2分鐘內(nèi)服務(wù)酒水。 Summer Palace Manager and Rservation Manager check guest satisfaction. 由夏宮經(jīng)理及預(yù)訂部經(jīng)理調(diào)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 : 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(xì) WHY 工作目的 Sales person to introduce GM/RM to host and major guests at the time to serve the fourth course. To propose a toast to VIPs for facesaving purpose if necessary but get ready some toast’s glasses of GM/RM. 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總經(jīng)理 /駐店經(jīng)理。并根據(jù)當(dāng)日客人對食品及服務(wù)的意見制定跟進計劃。 Help guests to seated. 幫助客人入座。B Sales 部門 ： 餐飲銷售 JOB TITLE: Sales Executive 職稱 ： 銷售代表 TASK NO : 02 號碼 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 followed if booker arrives before banquet starts(VIP guest only) 如訂餐者在餐前提前到店，需跟進以下事宜（針對 VIP客人） Chef write the set menu everyday at 9:00am and 3:00pm 廚師開菜單時間是每日上午 9： 00和下午 3： 00 According guest’s information with confirm menu to write event order for Summer Palace’s hostess and other division in time.(VIP guest only) 根據(jù)客人提供的信息和確認(rèn)的菜單及時下 宴會單給夏宮的領(lǐng)位及相關(guān)部門（只是 VIP客人） Reconfirm with the booker 2 hours before the events on the same day and express our pleasure to serve guests by saying. 宴請前 2小時通過電話和訂餐者再次確認(rèn)宴請活動，并表示我們期待為客人提供優(yōu)質(zhì)的服務(wù)。 1 STANDARD OPERATION PROCEDURES 標(biāo)準(zhǔn)工作程序 Famp。 Acpany guest to restaurant to check if his requirements have been make. 陪同客人到餐廳查看布置情況是否符合要求。 Confirm number of persons with guests. 與用餐者確認(rèn)人數(shù) Confirm beverage and menu. 與用餐者確認(rèn)菜單和酒水 Check the time to start serving. 詢問上菜時間 Remind staff to serve accordingly. 提醒服務(wù)員及時上菜 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 : 11 STANDARD OPERATION PROCEDURE 福州 xxxx大酒店 標(biāo)準(zhǔn)工作程序 DEPARTMENT: Famp。 Reservation staff should key in all guests’ feedback in database every day, also key in new guests in database base on new business card got from guests 預(yù)訂部員工每天將客人的喜歡統(tǒng)計在客史數(shù)據(jù)庫中，并根據(jù)新的客戶資料輸入電腦。必要時可以提議和貴賓干杯，以達到加深印象的目的，但 要準(zhǔn)備好總經(jīng)理 /駐店經(jīng)理的酒杯。 Summer Palace Manager and Reservation manager farewell guest. 夏宮經(jīng)理和預(yù)訂部經(jīng)理向客人告別。 Assitant SP Manager and service Leader check guest satisfaction. 由中餐廳助理經(jīng)理和服務(wù)主管調(diào)查客人的滿意度。 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 : 。 Telemarketing on regular basis.( Assistant SP manager) 定期的電話銷售（助理 中餐經(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 : 21 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 : 10 號碼 TASK : Service Standard for Tiers C Guests 工作職責(zé) : C 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(xì) WHY 工作目的 Classify Tiers C guests C 級客人的界定 Service Standard 服務(wù)標(biāo)準(zhǔn) Over RMB 300/ person ( inclusive), and/or eating in Summer Palace PDR 2 times per month. 300/人以上標(biāo)準(zhǔn)（含 300元）或每月在夏宮包房消費 2次以上。 Complemenatry beverage or food is given base on their expense. Or buy gift to guest when do sales call.(5% of their expense) (DFB, ADOFB) 根據(jù)客人 的餐費標(biāo)準(zhǔn)贈送相應(yīng)的酒水和食物。 ADOFB, SP Manager, Reservation Manager, and E Chinese Chef will meeting of analyse sales dish on the weekly. Review to guests’ database on the weekly. 每周一次餐飲副總監(jiān)、夏宮經(jīng)理、預(yù)訂部經(jīng)理中餐廚師長對銷售的菜肴進行分析，回顧本周的客史數(shù)據(jù)庫。 To observe the guests’ expressions when