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-0022 - Finding out meals and break times 了解正确的用餐和茶歇时间.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FINDING OUT THE MEAL AND BREAK TIMES了解正确的用餐和茶歇时间Task Number:BQT-0022Department: F&B BanquetingDate Issued: Nov. 2007Guest Expectation: I expect that meals, snacks a

2、nd breaks are set up, with wait staff ready to service, at requested break times. 我希望在我要求的时间内有准备好为我们服务的员工和准备好的餐，小吃和茶歇Time to Train: 22 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 meals and br

3、eaks are ready on the requested time确保餐和茶歇按照要求准备好3. To demonstrate flexibility and professionalism展示专业性和灵活性WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题1) Check with organizer同活动负责人确认The banquet supervisor must check with the organizer if there is a time change for the scheduled break or

4、 meal.宴会主管人必须同活动负责人确认是否改变了预定的用餐或者休息时间This checking can be done during the function or after an early meal or break.这个确认要在活动进行中或者在用餐或休息前较早的时候Discretely approach the organizer and say：“Excuse me sir / madam or Mr. / Mrs. XXX, your coffee break/lunch/ dinner is scheduled at XX oclock, is this time stil

5、l correct?”不要引人注目地靠近活动的负责人然后说：“打扰一下先生/女士或者某某先生/某某夫人，你们的茶歇/午餐/晚餐在预定的某点，可以按照这个时间准备吗？”Why should you check with the organizer?为什么你要同活动负责人确认？Why is during the function or after an earlier meal a good time?为什么在活动中或者在用餐前较早的时候确认是合适的时间？Why should you be discrete?为什么你要不引人注目地？2) Confirm the break time确定时间Conf

6、irm clearly with the guests the time, repeat the time to make sure you completely understand.同客人确定准确的时间，重复时间以确保你充分了解Say： “Excuse me sir / madam, you would like to postpone (or bring forward) your lunch or next break by XX minutes, this will be then XX oclock. Is that correct?”重复时说：“打扰一下先生/女士，你需要推迟（或

7、者提前）你的午餐或者下一次茶歇某某分钟到某某点.对吗？”Whos job is it to confirm break times?确定时间是谁的工作？How do I confirm the break time?我能去确定时间吗？What words should I use?我要使用什么样的话语？What do I do if the conference organizer changes the break time a number of times throughout the conference?如果活动负责人改变了时间，在这段时间里我要做什么？3) Liaise with

8、the team同团队联系Immediately bring the information to the rest of the team; chef, stewarding, head waiters, key staff, etc.立即把消息通知给团队里的同事；厨师长，管事部，主要负责的服务员，关键位置的员工，等等Once the break time is known, who else must I tell? 一旦知道准确的时间，哪些人是我需要通知的？How is this done? 怎么做？Summary questions:总结1. Why should you prepar

9、e the linen?2. Why should the linen be clean?3. Why should you follow the floor plan?4. Whos job is it to confirm break times and when should this be done?5. How should I confirm the break time?6. Once known, how is this communicated to all relevant parties? 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