【正文】 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，由銷售代表向主人及主要的客人介紹總經(jīng)理 /駐店經(jīng)理。 ADOFB or SP Manager and E Chinese Chef check guest satisfaction. 由中餐營運(yùn)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。也可根據(jù)銷售部的需要購買禮物（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)邀請總經(jīng)理 /駐店經(jīng)理向貴賓告別。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(xì) 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(fèi) 4次以上。 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。 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(fèi)標(biāo)準(zhǔn)贈送相應(yīng)的酒水或食物。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(xì) 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(shí)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。 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。 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。 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。 Arrange senior service staff take care of guests. 安排 有經(jīng)驗(yàn)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。 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。 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)贈送相應(yīng)的酒水或食物。B Sales 部門 ： 餐飲銷售 JOB TITLE: Sales Executive 職稱 ： 銷售代表 TASK NO : 11 號碼 TASK :Service Standard for Tiers D Guests 工作職責(zé) : D 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 D guests D 級客人的界定 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)。 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(xì)檢查桌面的擺放。 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。 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。B Outlets 部門 ： 餐飲 部 JOB TITLE: Service Associate 職稱 ： 餐廳服務(wù) 員 TASK NO : 01 號碼 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 。 2． Collect guests’ platesamp。 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。 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。 6． Clearly fill the breakage 晰填寫破損報(bào)告。 Explain to guest the reason. 向客人解釋原因。 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