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-0005 - Refreshing a Function Room会议厅翻台.doc

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1、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 A FUNCTION ROOM会议厅翻台Task Number: BQT-0005Department: F&B BanquetingDate Issued: Nov. 2007Guest Expectation: 客人期望：I expect the function room to be refresh

2、ed during breaks with new glasses, mints, etc and that the room is tidied as much as possible in a timely manner without disturbing the meeting/conference delegates. I expect the room to be as tidy throughout the day as it was when I first went into the function room in the morning.我希望在会议室进行休息的时候有人会

3、对杯子和糖果等会议设施进行及时的更换，整理干净，同时在会议进行时尽可能的不要打扰客人.我希望会议室在整天都会是整洁的就像我早上刚进入会议室时的状况Time to Train: 30 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 the room is made ready for the next session.确保会议室在下一次开始的时候准备

4、好3. To ensure the guests has enough equipment and utensils to continue their meeting / event确保客人有足够的器材和用具来进行他们的会议/活动WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题Standard标准Rooms will be refreshed at every luncheon and coffee break.会议室翻台要在每一次午餐和茶歇的时候Why should you only refresh during break

5、s and lunch?为什么翻台要在午餐和茶歇的时候？1) Check with the organizer同联系人一起检查When the meeting is stopped for a break or lunch, ask the organizer if it is ok to reset the room during the break.当会议停下来在休息或者午餐的时候，征询联系人是否可以在这期间进行重新布置Say with a smile and pleasant voice: “Excuse me sir/madam or Mr. / Mrs. XXX, would it

6、be suitable for us to refresh your meeting room now?”以温和的声音并带着微笑说“对不起先生/小姐或者某某先生/某某太太，现在可以对您的会议室翻台了吗？”If no, leave the room as is and check again during the next break. If yes, continue below.如果不行，离开会议室然后重复该步骤在下一次休息的时候.如果可以，就继续下面的步骤Why should you first check with the organizer?为什么你要在第一时间同联系人一起检查会议室(

7、DRILL LANGUAGE)Why should you smile?（专业用语）为什么你要微笑？2) Check and clean the room检查和清洁会议室Empty the waste baskets.清空废纸篓Remove the ashtrays and replace them with fresh ones.更换烟灰缸Put the fresh water in the water pitches / replace bottle.在水瓶中加入新鲜开水/更换瓶装水Upon the guest leaving the room for their break, colle

8、ct used glassware and stack neatly onto trolley. Glassware is only changed during a lunch break.在客人离开会议室去休息的时候，Replace sweets.补充糖果Move chairs so that they are perfectly straight.整理整齐椅子Set the fresh glasses on the tables.摆上干净的新杯子Pick up any excess paper on the tables or floor.收拾在桌上和地上的无用的纸Take out an

9、y finished food items.拿走所有吃过的食品Remove any obvious rubbish from the guests tables. Replace any damaged coasters.拿走所有客人桌上看得见的垃圾.更换有破损的杯垫Reset coffee station in room with sufficient cups for afternoon catering.整理会议室里的咖啡台并准备足够的咖啡杯为下午的安排做好准备Why should you empty waste baskets?为什么你要清空废纸篓？Why should replace

10、 ashtrays?为什么要更换烟灰缸？Why should you replenish the water?为什么你要补充开水？Why should you replace the sweets?为什么你要补充糖果？Why should you straighten the chairs?为什么你要整理好椅子？Why should you freshen the glasses为什么你要更换杯子？Why should you get ride of the excess paper on the floor?为什么你要将掉在地上的无用的纸捡起来？Why should you clean up

11、 finished food items?为什么你要打扫干净吃过的食品？3) Refill condiments补充辅助用品Refill stationery box or replace with fresh one.补充文具盒或者更换新的Refill flip chart papers.补充夹纸板的纸Refill makers of required.补充必需的油性水笔Why should you replace the stationary box?为什么你要更换固定的盒子？Why should you refill the flipchart paper and markers?为什么

12、你要补充夹纸板的纸和油性水笔？4) Check organizer同联系人核对Use this moment to check with the organizer if the function is satisfying.利用这段时间同联系人核对是否对活动满意Say with a smile and pleasant voice: “Excuse me sir/madam or Mr. / Mrs. XXX, is everything to your satisfaction?”以温和的声音并带着微笑说“对不起先生/女士或者某某先生/某某太太，活动的一切让您满意吗？”Why should

13、 you check with the organizer if the function is ok?为什么你要同联系人核对是否对活动满意？Why should you use this moment?为什么要利用这段时间？(DRILL LANGUAGE)（专业用语）Summary questions:总结1. Why should you only refresh during breaks and lunch?2. Why should you first check with the organizer?3. Why should you empty waste baskets?4.

14、Why should replace ashtrays?5. Why should you replenish the water?6. Why should you replace the sweets?7. Why should you straighten the chairs?8. Why should you freshen the glasses9. Why should you get ride of the excess paper on the floor?10. Why should you clean up finished food items?11. Why shou

15、ld you replace the stationary box?12. Why should you refill the flipchart paper and markers?13. Why should you check with the organizer if the function is ok?14. Why should you use this moment?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