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-0020 - Refreshing Coffee and Tea Breaks茶歇翻台.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REFRESHING COFEE & TEA BREAKS茶歇翻台Task Number:BQT-0020Department: F&B BanquetingDate Issued: Nov. 2007Guest Expectation: I expect coffee and tea breaks to be regularly refreshed throughout the day / event and kept clean and maintained by friendly, efficient and knowledgeable staff.我希望友善、有效率和干练的员工在整天里对茶歇进行有规律地翻台/保持干净和维护Time to Train: 25 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 breaks are refreshed on time确保翻台要准时WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题1) Read the event order阅读宴会单Check what time the breaks supposed to be served 查阅原定休息时间Why should you read the event order first?为什么你要先查阅宴会单？2) Check with the organizer. 同会议负责人确认Double check with the organizer for the timingof the break, there might have been a change in their meeting program.再次同会议负责人确认休息时间，有可能他们会改变会议的进程Why should you check with the organizer as well?为什么你要全面地同负责人确认时间？3) Check with the kitchen同厨房确认Liaise with the kitchen for the proper timing.同厨房确认准确的时间Make sure the pastries or other food items are fresh.确保甜品或其它的食品保持新鲜Why does the kitchen need to know the exact timing?为什么厨房需要知道准确的时间？Why should the food be fresh?为什么食品要是新鲜的？4) Prepare准备Prepare the refreshment 15 minutes before the break.在休息前15分钟准备好点心Ensure sufficient plates and other utensils are available.确保盘子和其它器具足够使用Ensure the automatic coffee machine has enough beans and water to supply the coffee.确保自动咖啡机内有够用的咖啡豆和水Refill sugar and creamers.装满糖和奶Ensure the lighting is sufficient and the temperature is pleasant.确保光线充足温度合适Why should you be ready 15 minutes before?为什么你要在休息前15分钟准备好？Why should there be sufficient plates and utensils available?为什么要有足够的盘子和器具使用？Why do you need to check the machine?为什么你要检查咖啡机？Why refill of sugar and creamers?为什么要装满糖缸和奶盅？Why should you check the lighting and temperature?为什么你要检查灯光和温度？Summary questions:总结1. Why should you read the event order first?2. Why should you check with the organizer as well?3. Why does the kitchen need to know the exact timing?4. Why should the food be fresh?5. Why should you be ready 15 minutes before?6. Why should there be sufficient plates and utensils available?7. Why do you need to check the machine?8. Why refill of sugar and creamers?9. Why should you check the lighting and temperature?Now ask the trainee to practice the task from start to end to test competency.PHOTO INDEX #01 -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