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-0018 - How to serve a cocktail reception如何服务鸡尾酒会.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HOW TO SERVE A COCKTAIL RECEPTION如何服务鸡尾酒会Task Number:BQT-0018Department: F&B BanquetingDate Issued: Nov.2007Guest Expectation: That the service during the cocktail

2、party is efficient and friendly, with continuous beverage service by attentive and helpful staff.在整个鸡尾酒会中的服务是要友好和效率高的，要有持续不断的酒水和专注的员工Time to Train: 35 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

3、that the service is friendly确保服务是友好的3. To ensure beverage are served continuously确保持续不断的酒水服务 4. To ensure the service is efficient and soiled dishes are cleared on time确保服务的效率和收脏盘的效率WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题1) General总序Room and Service staff should be ready 30 minutes

4、 prior to function.场地和服务的员工要在活动开始前30分钟准备好At least 15 minutes food for buffet line to be placed on buffet table.自助餐的食品最少在15分钟内在自助餐台上摆好Why should everything be ready 30 minutes prior? 为什么所有的事情要在开始前30分钟 准备好？F & B attendant are all located on their respectivestations.餐饮服务员要待在各自的岗位上Remove food covers upo

5、n banquet manager direction.在宴会经理的指示下打开食品的盖子During receptions, keeps area as clean as possible by picking dirty china, glassware and linen.在整个鸡尾酒会期间，要保持各个区域的干净，尽可能地收走脏的瓷器，杯子和布草Check floor for any paper or garbage.检查地板上的纸和垃圾Why should the F&B attendants be located on their stations? 为什么餐饮服务员要待在各自的岗位

6、上Why should you always pick up soiled china- and glassware? 为什么你要不断地收走脏瓷器和杯 具？Why should you check the floor? 为什么你要检查地板？2) Pre-tray drinks.酒水分配Bar attendant to pre-tray beverages once guest starting to enter the room. 一旦客人进入时酒水员要分配好酒水在托盘里Stand by with a selection of drinks on theservice tray.准备挑选好的酒

7、水站立一旁Always have at least 5 to 6 different types of drinks on the service tray together with cocktailnapkins. 一般要挑选5到6种不同种类的酒水和餐巾纸一起放置在托盘里Why should the bar pre-tray the drinks? 为什么要分配酒水？Why should you have a selection of beverages on the tray? 为什么你要挑选酒水到你的托盘？3) Approach the guest.靠近客人Walk towards t

8、he guests when guests proceed to the room.面向客人走去当客人进入房间Welcome the guests with a very warm smile.带者热情的微笑欢迎客人Greet the guests, “Hello, Mr/Mrs/Ms XXX or Sir or Madam, what would he/she like to have a drink.向客人问候，“你好，先生/太太，某某小姐或者某某先生或者某某女士，需要什么饮料吗？”Why should you walk towards the guest? 为什么你要面向客人走去？Why

9、 should you welcome the guests? 为什么你要欢迎客人？Why should you offer a drink? 为什么你要给客人饮料？(DRILL LANGUAGE)（专业用语）4) Serving the guest.为客人服务Serve guests the drink with a cocktail napkin. 给客人带着餐巾纸的饮料Sometimes the guest takes the beverage off the trays themselves; take care not to unbalance the tray!有时候客人会自己从你

10、的托盘里拿走饮料；这时候要注意保持托盘的平衡The cocktail napkin should be given together with the glass easiest for the guest to hold.餐巾纸同杯子一同拿给客人这样让客人比较容易地拿住More around the room and keep eyes to the guest to accompany with a service tray.拿着托盘不停地在房间里巡视眼睛要随时关注客人的需要When the guest holding the empty glass, always automatical

11、ly approach the guest for another drink by saying,“Excuse me, Mr/Mrs/Ms/Sir/Madam, would you like to have another drink?当客人拿着空杯子的时候，要拿着其它的饮料主动地走向客人说“打扰一下，先生/太太/小姐/女士，还需要再来一杯吗？”Why should you also serve a cocktail napkin?为什么你要同时给客人餐巾纸呢？Why should you give the napkin and glass at the same time?为什么餐巾纸要

12、和杯子一起给客人呢？Why should you move around the room and keep an eye on the guests?为什么你要在房间里不停地巡视同时眼睛要关注客人呢？ Why should you approach the guests when their beverage is empty?为什么你要靠近客人当客人手中的杯子空了的时候？(DRILL LANGUAGE)（专业用语）Summary questions:总结1. Why should everything be ready 30 minutes prior?2. Why should the

13、F&B attendants be located on their stations?3. Why should you always pick up soiled china- and glassware?4. Why should you check the floor?5. Why should the bar pre-tray the drinks?6. Why should you have a selection of beverages on the tray?7. Why should you walk towards the guest?8. Why should you

14、welcome the guests?9. Why should you offer a drink?10. Why should you also serve a cocktail napkin?11. Why should you give the napkin and glass at the same time?12. Why should you move around the room and keep an eye on the guests?13. Why should you approach the guests when their beverage is empty?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