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-0021 - Preparing Reception Desk and Sign Board准备接待台和告示牌.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 Hotel BANQUET SERVICE SOPSTANDARD OPERATING PROCEDURE标准操作程序PREPARING RECEPTION DESK AND SIGNBOARD准备接待台和告示牌Task Number:BQT-0021Department: F&B BanquetingDate Issued: Nov. 2007Guest Expectation: I expect the reception desk a

2、nd sign board to be clearly visible in the lobby or entrance to the conference centre. I expect it to be set up prior to my event, with correct spelling, all professionally presented.我希望在酒店大堂或者会议室入口的接待台和告示牌要是显眼、清晰可见的.我希望它们使用没有拼写错误的专业的用语并在我的活动前摆放好Time to Train: 25 minutesWhy is this task important fo

3、r 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 table is set up on time确保桌子准时摆放好3. To ensure the signboard is clean, on the correct location and without any spelling mistakes确保告示牌是干净的，没有任何拼写错误的，放置在正确的地点WHAT/ STEPS什么/步骤HOW/ STANDARD

4、S怎样/标准TRAINING QUESTIONS培训问题1) Prepare the linen 准备布草Before we set up a reception table we must prepare the skirting and linen.在布置接待台以前我们要先准备好台布和围裙 The table cloth must be in good condition, no holes & stains.台布一定要有好的状态，不能有洞和污渍Why should you prepare the linen?为什么要准备布草？Why should the linen be clean?为

5、什么布草要是干净的？2) Prepare the table 准备桌子Set up a reception table according to the floor plan on the event order or following the guests request.按照宴会单里的平面图或者根据客人要求放置接待台Why should you follow the floor plan?为什么你要按照平面图来？Why shouldnt you change to the guests request?为什么不能改变客人的要求？3) Prepare the signboard 准备告示牌

6、Signboard must be polished before we put it at the entrance of the function.在把告示牌放置在会议室的入口之前要把它擦拭诤亮Make sure it is facing the direction where the guests are coming from. If there are two direction, you will need two signboards确保告示牌要朝向客人来的方向.如果有两个方向，那你需要提供两块告示牌给客人Check the name of the function whethe

7、r it corresponds with the signboard wording and double check the spelling.检查活动名称是否同告示牌上的一致同时再次检查拼写Why should the board be at the entrance?为什么告示牌要在入口处？Why should the board face the direction of where the guests are coming from?为什么告示牌要朝向客人来的方向？Why do you need two?为什么你需要两块？Why should the name be correc

8、t?为什么名称要是正确的？Summary questions:总结1. Why should you prepare the linen?2. Why should the linen be clean?3. Why should you follow the floor plan?4. Why should you change to the guests request?5. Why should the board be at the entrance?6. Why should the board face the direction of where the guests are coming from?7. Why do you need two?8. Why should the name be correct?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