【正文】 Date and time 詢問具體宴請日期和時間 Number of person 詢問宴請人數(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 詢問宴請形式 : 點菜或套餐 Type of banquet: Business dinner, friends gathering, government receptions etc. 詢問宴請類型 : 商務(wù)宴請 ,朋友聚會 ,政府接待活動或其他 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 :有無忌口的食物 . Any VIP or regular guest: Inquiring whether they are from local or other cities 詢問有無貴賓或?？?, 詢問客人宴請的時本地還是外地客人。B Sales STANDARD OPERATING PROCEDURES Task No. Description 1. 客人來電或來人訂餐時需要詢問的信息 Information to be obtained through telephone booking or face to face contact 2. 餐前準備 Preparations before banquet starts 3. 通知客情 Reservation Status Distribution 4． 客人到店時的迎候 Greetings upon guest arrival 5. 客人用餐中的服務(wù) Operations during the banquet 6. 客人宴請結(jié)束時的送別 Farewell at the closing 7. 每日的會議及跟進 Daily meeting amp。 1 STANDARD OPERATION PROCEDURES 標準工作程序 Famp。B Sales 餐飲銷售 2 Famp。 follow up 8. A級客人的服務(wù)標準 Service Standard for Tiers A Guests 9． B級客人的服務(wù)標準 Service Standard for Tiers B Guests 10． C級客人的服務(wù)標準 Service Standard for Tiers C Guests 11． D級客人的服務(wù)標準 Service Standard for Tiers D Guests 3 XXXX HOTEL, FUZHOU STANDARD OPERATION PROCEDURE 福州 xxxx大酒店 標準工作程序 DEPARTMENT: Famp。 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. 有針對性地推薦特色菜；?？涂墒孪劝才藕貌穗?，酒水和 熟悉的員工為其服務(wù)。B Sales JOB TITLE: Sales Executive 4 部門 ： 餐飲銷售 職稱 ： 銷售代表 TASK NO : 01 號碼 TASK :Information to be obtained through telephone booking or face to face contact 工作職責(zé) : 客人來電或來人訂餐時需詢問的信息 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 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。選擇散點的客人，可先建議準備些頭盤菜或高價位的菜，以免客人等候上菜時間較長。 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。 For easy contact at the later stage and building up relationship. 以便雙方日后保持聯(lián)系。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) : 餐前準備 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 Menu Prepare 準備菜單 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宴請活動，并表示我們期待為客人提供優(yōu)質(zhì)的服務(wù)。 Reconfirm details and ensure everything is ready, if there’s any changes, inform sections concerned immediately. 再次確認細節(jié)，確保各事項準備 。 Check for payment: City ledger, cheque,cash,credit card or room account. 詢問結(jié)帳方式： 城市掛帳，支票，現(xiàn)金，信用卡還是客房簽單。 6 7 DEPARTMENT: Famp。 Check arrival time, ensure cold dishes are ready on the table 30 minutes before arrival. 確認到達時間，確保冷菜于客人到店前 30分鐘已上桌。B Sales 部門 ： 餐飲銷售 JOB TITLE: Sales Executive 職稱 ： 銷售代表 TASK NO : 03 號碼 TASK : Reservation Status Distribution 工作職責(zé) : 客情通知 EQUIPMENT REQUIRED: 所需設(shè)備