【正文】 Avoid getting too much guests’ attentions. 避免引起周?chē)腿说淖⒁? Avoid guests get physical 對(duì)客人產(chǎn)生物理傷害 Avoid guests falling down. 防止經(jīng)過(guò)客人跌倒。 6． Clearly fill the breakage 晰填寫(xiě)破損報(bào)告。 3． Clear away all the fragments by specified 具最大范圍內(nèi)清掃碎片 . 4． Wipe the floor. Set a caution sign for 凈。B Outlets 部門(mén) ： 餐飲 部 JOB TITLE: Service Associate 職稱(chēng) ： 餐廳服務(wù) 員 TASK NO : 01 號(hào)碼 TASK : How to deal with breakage? 工作職責(zé) : 如何 處理發(fā)生破損的情況？ 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 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 。 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。B Sales 部門(mén) ： 餐飲銷(xiāo)售 JOB TITLE: Sales Executive 職稱(chēng) ： 銷(xiāo)售代表 TASK NO : 11 號(hào)碼 TASK :Service Standard for Tiers D Guests 工作職責(zé) : D 級(jí)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 D guests D 級(jí)客人的界定 Service Standard 服務(wù)標(biāo)準(zhǔn) Standard less than RMB 300 or A la cart of PDR or Main Dining. 包房或大廳消費(fèi)小于 300元或散點(diǎn)的服務(wù)標(biāo)準(zhǔn)。 SP Manager and Reservation manger 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。 Inform Summer Palace Manager, E Chinese Chef go through menu 通知夏宮經(jīng)理 , 中餐行政總廚仔細(xì)檢查菜單。 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。 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(fèi)標(biāo)準(zhǔn)贈(zèng)送相應(yīng)的酒水或食物。 Summer Palace Manager Check table set up and menu printing carefully. 由夏宮經(jīng)理仔細(xì)檢查桌面的擺放及菜單的打印。也可根據(jù)銷(xiāo)售部的需要購(gòu)買(mǎi)禮物（客人餐費(fèi)的 5％）（餐飲部總監(jiān)，餐飲部副總監(jiān)） Inform DFB and ADOFB farewell guest, Invite GM/RM to farewell VIP guests if necessary. 通知餐飲總監(jiān)和餐飲副總監(jiān)向客人告別，必要時(shí)邀請(qǐng)總經(jīng)理 /駐店經(jīng)理向貴賓告別。B Sales 部門(mén) ： 餐飲銷(xiāo)售 JOB TITLE: Sales Executive 職稱(chēng) ： 銷(xiāo)售代表 TASK NO : 08 號(hào)碼 TASK : Service Standard for Tiers A Guests 工作職責(zé) : A 級(jí)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(shí)候，由銷(xiāo)售代表向主人及主要的客人介紹總經(jīng)理 /駐店經(jīng)理。 Red wine served before guest sit down, especially for government official. Reservation sales will answer for booker if open the red wine before. 紅葡萄酒必須在客人坐下之前就準(zhǔn)備好，尤 其是遇到政府官員。 Inform GM,RM,DFB waiting guest in Lobby. 通知總經(jīng)理、駐店經(jīng)理和餐飲部總監(jiān)在大堂等候客人的到來(lái)。 ADOFB, SP manager, Reservation Manager and Kitchen Manager will meeting of take over to analyse sales dish of business’s revenue will analyse of improve on the per month. 每月一次，餐飲副總監(jiān)，夏宮經(jīng)理，中餐廚師長(zhǎng)和預(yù)訂部經(jīng)理對(duì)本月的銷(xiāo)售菜肴和營(yíng)業(yè)收入進(jìn)行討論、分析并改進(jìn)。并根據(jù)當(dāng)日客人對(duì)食品及服務(wù)的意見(jiàn)制定跟進(jìn)計(jì)劃。 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 : 13 STANDARD OPERATION PROCEDURE 福州 xxxx大酒店 標(biāo)準(zhǔn)工作程序 DEPARTMENT: Famp。 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 : 12 STANDARD OPERATION PROCEDURE 福州 xxxx大酒店 標(biāo)準(zhǔn)工作程序 DEPARTMENT: Famp。 If any VIPs involved in the table, Slaes person to introduce GM/RM 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. 如在座的有 VIP客人，由銷(xiāo)售人員在上第四道菜時(shí)將 GM/ RM, 介紹給主人或主賓。 Help guests to seated. 幫助客人入座。B reservation status of following in three days for GM,Rm, DFB,ADOFB,SP Manager, BQT Manager, E Chinese Chef , E Western Chef, Caf233。 Check arrival time, ensure cold dishes are ready on the table 30 minutes before arrival. 確認(rèn)到達(dá)時(shí)間，確保冷菜于客人到店前 30分鐘已上桌。 Check for payment: City ledger, cheque,cash,credit card or room account. 詢問(wèn)結(jié)帳方式： 城市掛帳，支票，現(xiàn)金，信用卡還是客房簽單。B Sales 部門(mén) ： 餐飲銷(xiāo)售 JOB TITLE: Sales Executive 職稱(chēng) ： 銷(xiāo)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 follow