餐厅员工实操培训管理资料国际酒店餐饮部宴会服务手册International Hotel Banquet SERVICE SOP-BQT-0035 - How to Serve a Buffet怎样服务自助餐.doc

国际酒店餐饮部宴会服务手册International hotelBANQUET SERVICE SOP国际酒店餐饮部宴会服务手册International hotelBANQUET SERVICE SOPSTANDARD OPERATING PROCEDURE标准操作程序HOW TO SERVE A BUFFET怎样服务自助餐Task Number:BQT-0035Department: F&B BanquetingDate Issued: Nov. 2007Guest Expectation: I expect the service offered for buffet dinner to be exemplary: from the time I walk into the function, to the time I depart, I expect warm meals, replenishing beverages to be served by friendly, knowledgeable staff. 我希望自助餐的服务是模范的.从我来到活动场地直到我离开,我希望有专业的、友善的员工给我提供热的食物和不间断的酒水服务Time to Train: 60 minutesWhy is this task important for you and our guests?为什么这项任务对我们的客人和你是如此重要？Answers 回答: 1. To maximize guests satisfaction可以满足客人的最大期望值2. To ensure that the service is friendly确保友善的服务3. To ensure the service is efficient and soiled dishes are cleared on time确保服务的效率和及时收脏盘子WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题General Information 总说明Service to be quick and efficient. 服务要快速和高效率Replace or clear soiled dishes and glassware fast and quiet.补充或者清洁脏盘子和杯子要快速和高效率Serve food and beverage from right and clear from right.服务食物和酒水时要从右上从右拆Serve ladies first, if possible.尽可能地女士优先Remove any soiled dishes, glassware within 3-5 minutes after the guest is finished.在客人吃完35分钟后收走脏盘子和杯子The “buffet staff” to keep an eye on buffet line to make sure an adequate supply of plates.自助餐员工要时刻注意自助餐台并确保自助餐台上有合适的盘子补充Why should the service be quick and efficient?为什么你的服务要快速和高效率?Why do you serve & clear from the right?为什么你服务时要从右上从右拆?Why do you remove within 3-5 minutes?为什么你要35分钟后收走脏盘子和杯子Why should there be supply of plates, etc to the buffet?为什么这里要有足够的盘子补充自助餐台?1) Make sure the room is ready确保房间已经准备好The room should be set at least half an hour before door open.房间要在开门前半个小时准备好15 minutes before door open, bread rolls and butter to be placed on table. 在开门前15分钟,将面包篮和黄油放置桌上Butter must be arranged nicely and each table must have 3 butter dishes with 4 pieces butter. (10 pax around the table)每张桌子上放置黄油盘3个内装4块放置整齐的黄油(10人圆桌)Food for buffet line to be placed on buffet table.食物在自助餐台上排列整齐Upon Banquet Manager direction to open food covers.在宴会经理的指导下打开食物的遮盖Why should the room be ready 30 minutes before the doors open?为什么房间要在开门前30分钟准备好?Why place the bread and butter on the table 15 minutes before?为什么要在开门前15分钟把面包和黄油放上桌?Why should the butter be arranged nicely? 为什么黄油要摆放整齐?2) Pre-pour ice water倒冰水Water goblet must fill with ice water.水杯要倒满冰水Pre-pour water 10 minutes before guest arrival (only on requested).在客人到达前10分钟倒上冰水(仅在客人有要求的情况下)Why should you pre-pour the ice water? 为什么你要倒冰水?3) Receive and greet the guest接待和问候客人Greet guest in a friendly manner, pull chair for guest Say: “Good morning, afternoon, evening sir/madam or Mr. / Mrs. XXX, welcome here is your seat”友善地向客人问候,拉开椅子并说: “早上好,中午好,晚上好,先生/女士或者某某先生/某某女士,欢迎你,这是你的位子”Why should you greet the guest 为什么你要向客人问候?Why should you pull the chair for the guest? 为什么你要给客人拉椅子?(DRILL LANGUAGE)(专业用语)4) Guest sits 客人就座Stand by at the table.等候在桌子旁边Take the napkin from the table and unfold it into triangle and place onto the guest lap.从桌上拿下餐巾并把它打开成三角形,把它铺在客人的大腿上Why should you stand by the table? 为什么你要等候在桌子旁边?Why should you unfold the napkin? 为什么你要打开餐巾?Do I seat guests?5) Serve drinks服务酒水Offer the guest a choice of beverages. 提供酒水供客人选择The choice is depending of what is stated on the event order.客人选择的酒水要是在宴会单上规定的Why should you offer the guest beverages?为什么你要给客人提供酒水?Why is the choice depending of the event order?为什么只能选择宴会单上的?6) Guest will do up and down to the buffet to take food items客人拿食物的时候会站起和坐下Always stand by near the table to assist the guest to sit down when the guest comes back to the table with a plate of food.经常站在桌子的旁边帮助客人拉开椅子在客人取食品回来的时候Why should you stand close to the table? 为什么你要站在靠近桌子的地方?7) Clear entrée and main plates Clear plate within 3-5 minutes when guests finished.在客人吃完后35分钟收走盘子 You do not have to wait all the guests to finish the food.你不用等所有的客人吃完后再收Clear plate 3-5 minutes after the guests has finished. (Dont want to rush the guest either)在客人吃完后35分钟收走盘子（不要催促客人）Why should you wait 3-5 minutes? 为什么你要等35分钟？Why dont you have to wait for all other guests? 为什么你不用能所有的客人吃完？8) Set dessert cutlery 布置甜品餐具Once the guest has finished the main course, re-arrange the dessert cutlery by moving it from the top to left & right.一旦客人吃完了他们的主菜，重新布置甜品餐具在桌子的左右两边Move around the table to clear away the bread, butter dish and pepper and salt shakers.来回地在桌子上收走面包，黄油盘，盐盅和胡椒盅等Why do you re-arrange the cutlery? 为什么你要重新布置餐具？Why do you clear the table? 为什么你要清洁桌面？9) Clear dessert plates 收走甜品盘Maintain the cleanliness of the table without debris.不断地清洁桌面让桌面上不能有残骸Why do you keep the table clean? 为什么你要保持桌面清洁？10) Prepare for coffee and tea 准备咖啡和茶Place the sugar combination and creamers on the table. 3 sets of each.在桌上放置糖缸和奶盅.每3个位一套Place the cup and saucer with spoon in front of the guests. 在客人面前放置咖啡杯，咖啡碟和咖啡勺Ask the guest if they prefer coffee or tea. Say: “Excuse me sir/madam, would you prefer coffee or tea?”询问客人更愿意要咖啡或茶: “打扰一下,先生/女士,你是喝咖啡还是茶?”Why 3 sets of each? 为什么要每3个位一套?Why do you ask the preference of the guests? 为什么你要征求客人的选择？Why do you apologize?为什么要说“对不起”？(DRILL LANGUAGE)（专业用语）11) Serve coffee and tea 咖啡和茶服务Serve the coffee / tea by taking the cup off the table and pour the coffee or tea从桌上拿起来杯子来倒上咖啡或者茶Always have a napkin to prevent the dripping of the coffee / tea onto the guest. 随时拿餐巾在手上以防止咖啡或者茶滴到客人身上Refill the coffee/tea by offering the guest with another helping. 再一次给客人倒满咖啡或者茶Why do you take the cup off the table? 为什么你要把杯子从桌子上拿起来？Why do you have a napkin again dripping? 为什么你要用餐巾来防止滴漏？Why do you refill? 为什么你要续杯？12) Farewell 道别Once the guests get up, assist with the chair by pulling it backwards and bit the guest farewell. Say: “Thank you for coming, hope to see you again soon”一旦客人站起来，帮助客人向后拉开椅子并向客人道别，说: “谢谢你的光临，希望能再次光临”Why do you pull away the chair? 为什么你要拉开椅子？Why do you thank the guest? 为什么你要向客人道谢？(DRILL LANGUAGE)（专业用语）Summary questions:总结1. Why should the service be quick and efficient?2. Why do you serve & clear from the right?3. Why do you remove within 3-5 minutes?4. Why should there be supply of plates, etc to the buffet?5. Why should the room be ready 30 minutes before the doors open?6. Why place the bread and butter on the table 15 minutes before?7. Why should the butter be arranged nicely?8. Why should you pre-pour the ice water?9. Why should you greet the guest10. Why should you pull the chair for the guest?11. Why should you stand by the table?12. Why should you unfold the napkin?13. Why should you offer the guest beverages?14. Why is the choice depending of the event order?15. Why should you stand close to the table?16. Why should you wait 3-5 minutes?17. Why dont you have to wait for all other guests?18. Why do you re-arrange the cutlery?19. Why do you clear the table?20. Why 3 sets of each sugar & milk?21. Why do you ask the preference of the guests?22. Why do you apologize?23. Why do you take the cup off the table?24. Why do you have a napkin again dripping?25. Why do you refill?26. Why do you pull away the chair?27. Why do you thank the guest? 28.Now ask the trainee to practice the task from start to end to test competency. -酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP酒店管理之家