喜来登酒店餐饮服务程序与标准.pdf

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1、专业.专注.学习参考 .6.5 4 POINTS BY SHERATON SHENZHEN SERVICE PROCEDURES AND PRODUCT STANDARDS 深圳福朋喜来登酒店餐饮服务程序及标准 General/Service 基本服务 Menu Composition 菜单组成 Product 产品 Brand Standards 标准 专业.专注.学习参考 .AUDITOR NAME:_ AUDITOR SIGNATURE:_ AUDIT DATE:_ 专业.专注.学习参考 .GENERAL/SERVICE（基本服务）TAS 1 If this is the only ou

2、tlet open for breakfast,it opens 2 hours before normal local business hours,or 0630hrs,whichever is earlier.If it is the only informal restaurant open for dinner,closing will not be earlier than 2300hrs 如果只是早饭时间开放，需比当地营业时间早两小时开门，像 6：30AM，不管有多早。如果只是晚饭时间开放，关门时间不能早于晚上 11 点。TAS 2 Associates will handle

3、requests involving other departments rather than telling customers to do so;associates will avoid any questioning of guests,as to their menu or beverage selection at the time of serving courses 员工将负责客人提出的要求而不是转给其它部门；员工将解决客人的问题，像在服务中菜牌和酒水牌的问题。TAS 3 There will be no minimum cover charge in the informa

4、l restaurant.餐厅不设最低消费。TAS 4 Service will be friendly and attentive without hovering,and efficient,without rushing guest 提供真诚殷切的服务，不能在客人附近徘徊，要有效率的服务不能催促客人。TAS 5 The Manager,Team Leader or Host/Hostess will be actively involved in all aspects of guest service 经理，领班和领位员都应积极参与为客人的全方位的服务。TAS 6 Requests f

5、or substitution and items not on the menu will be honoured,if readily accessible 如果可能的话，接受客人提出的一些替代品或是不在菜单上的菜，将是值得推崇的。TAS 7 If there are guests complaints about food or wine they will be replaced without question,free of charge 如果客人投诉食物和酒水，我们将毫不迟疑地免费为之调换。Comply Not Comply 专业.专注.学习参考 .TAS 8 All used

6、china,glass,cutlery and service equipment will be quietly cleared from guest view 所有用过的瓷器，杯子，餐具及其他用品在调换中必须安静地调换。TAS 9 Checks will be presented as follows:以下帐单须自动呈现给客人：Breakfast -automatic on table （早餐 主动-桌子上）Lunch -automatic on table （午餐 主动-桌子上）Dinner -automatic on table （晚餐 主动-桌子上）Supper -automatic

7、 on table （夜宵 主动-桌子上）Snack -automatic on table （小食 主动-桌子上）TAS 10 Small complimentary sweets will be provided at door 在门厅边准备免费小甜点。TAS 11 Trained first aider will be on call during all opening hours of restaurant 在餐厅营业时间应有受过训练的急救员随时待命。TAS 12 No handwritten posters,bulletin boards or signs will be used

8、 except for blackboard specials(Optional)除了特殊黑板，不能手写海报，公告栏或牌子。TAS 13 Ashtrays will be replaced after every 2 cigarettes are extinguished 有两个烟头的烟灰缸就必须更换。TAS 14 When Guests inquire for special items or if associate/order taker is unsure of the guests request,associate should refrain from declining the

9、 request immediately or responding“no we do not have that”and should instead:*ask for clarification(in terms of a certain cuisine ask for colour,cold or warm dish,what are the contents is it rice,noodle,pasta,soup,saladetc)*ask if guest would wait whilst associate check to see if desired items or re

10、quests are available,before disappointing the guests.Comply Not Comply 专业.专注.学习参考 .当客人要求一些特殊项目而员工不确定时，员工不应该立即回答“我们没有这个”而应该换一种问法：*问清楚（它的做法-颜色，冷的还是热的，以及像什么-米饭，面条，意大利面，汤，沙律等）*在客人失望之前，要时时关注客人以及帮助客人去找我们是否有客人所需要的东西。TAS 15 Guests should be notified if their order is not available immediately in order to av

11、oid delay in serving time;associate should apologise to Guests for the inconvenience and recommend guests an alternative item.Associates should also be well versed on the menu item cooking times and assist guests in their ordering by making recommendations and asking what the guests preferences are(

12、such as“would you like something light,do you prefer a fast lunch,”etc.).如果客人点的东西没有，员工必须第一时间通知客人；员工必须表示抱歉同时推荐可选择的项目。员工必须有良好的餐牌知识才能给客人推荐或者问客人的喜好（像“是否喜欢清淡的或是否喜欢快餐”等）TAS 16 During the meal,associates should always anticipate guests needs and scan the area regularly,keeping their eyes open for any guest

13、s needing service and attempt to be multi tasked;when cleaning a table or performing a task,they should still be able to notice if any guests in the restaurant needs service or at least be able to acknowledge the guests needs and respond thereafter.在开餐期间，员工应该能预见客人并且有规律的巡视，在做自己的事情时也要保持眼睛不要离开客人；在清扫桌子或

14、专注做事时，他们也必须注意到餐厅里的客人是否需要服务至少能对客人的需要做出反应。TAS 17 During the meal placement for each course,associates should inquire if the guests require anything else with their dishes(eg.sauces,black pepper,etc).在给客人上菜时，最好问一下客人是否需要配料（汁酱、黑椒汁、等）。专业.专注.学习参考 .TAS 18 Prior to every course of the meal(appetizer,main cou

15、rse or dessert)associates need to be aware to up sell and offer a recommendation of beverage that will match the respective dish(if guest doesnt already have a drink).在给客人点餐时（头盘，主菜或甜品）之前必须给客人推销相对应的酒水。TAS 19 Associates must always find ways of delighting the guest,Notice,Focus,Act eg.if guests are ce

16、lebrating a special event,surprise them with a cake or photo&card,etc;always have scanners on and be aware of the environment around.员工必须知道怎样可以使客人开心，布告板，注意力等。如果客人有特殊的活动，给他们一个惊喜最好，像蛋糕或照相&贺卡，等；员工同时也要关注活动区域。Reservations（预定）TAS 20 The restaurant will have a dedicated outside telephone line and number wi

17、th roll-over capacity;Reservations will be possible for breakfast,lunch,snack,dinner and supper.餐厅里将有专人负责电话预定和整理这些资料；我们将会承接早餐，午餐，小食，晚餐和宵夜的预定。TAS 21 The telephone will be answered before the fourth ring,with restaurant name,associate name(as per hotel standard)and offer of assistance 电话应在四声铃响以前接起，并报出

18、餐厅的名字和问侯语。TAS 22 Reservation information includes guests full name,local telephone number,number in party,time and date of reservation,plus any special requirements and preference for smoking or non-smoking area,as well as private room and seating area in restaurant 接受预定时应包括客人的全名，电话号码，人数，时间，日期和特别要求。

19、TAS 23 Information will be repeated,using guests name,with a thank you to confirm 重复信息，使用客人的姓名，并说谢谢。Comply Not Comply 专业.专注.学习参考 .Greeting and Seating(问候及伺坐)TAS 24 A Manager,Team Leader,or Host/Hostess will attend the restaurant entrance at all times during service;Managers to offer business card an

20、d solicit future business and rapport,via personalized service to guests on arrival 经理，领班和领位应时刻参与门口的迎宾服务。当客人到达时，经理最好能够亲切地呈现自己的名片并且恳取客人的名片。TAS 25 All guests will be acknowledged in less than one minute of arrival;with a smile and friendly greeting eg.“Welcome.”所有的客人应在一分钟内被认知；员工们用微笑和朋友般的热情打招呼，“欢迎光临”。T

21、AS 26 There will be no physical barrier between guest and greeter 在客人和服务员之间无身体接触。TAS 27 Guests will be offered smoking or non-smoking section;buffet or a la carte 客人将会被提供吸烟与非吸烟区。TAS 28 The guest will be seated within 2 minutes of arrival and name will be given to service team by Host or Hostess;chai

22、r assistance will be provided 客人将被安排在两分钟内就座，领位把客人姓名告诉服务人员，并帮客人拉椅子。A La Carte or buffet service（零点或自助餐服务）TAS 29 Associates will use the guests name,and welcome guests with a smile within 15 seconds of seating,assist with the chairs,coats,etc.asking if pre-dinner drinks,aperitif or cocktails are desir

23、ed;Appropriate greeting“Welcome,I am.,would you like to start with a.(as per up-selling item of the period)”;confirm if guests are having buffet or a la carte.If a la carte associate will unfold napkins for guest from right side and offer menu and wine/beverage list;if buffet associate will Comply N

24、ot Comply 专业.专注.学习参考 .place napkin on side plate in a neat manner,offer buffet and explain buffet procedure.在 15 秒中的服务中；员工需始终面带微笑，拉椅子，客人的外衣，等问餐前饮料/开胃酒或鸡尾酒，并且用客人的名字称呼客人。“欢迎光临我是是否先从开始（使用推销技巧）”；确定客人用零点或自助餐。如果是零点 员工需在客人的右边铺餐巾、展示餐牌和酒水牌；如果是自助餐 员工需将折叠好看的餐巾放在盘子上，并告诉客人自助餐的食品。TAS 30 Aperitif or cocktails will

25、 be placed on the table to the right of the guest within 4 minutes of taking order 开胃酒或鸡尾酒应在四分钟内服务给客人。TAS 31 Associates will present the wine list to the host,at same time as menus are presented 员工应在领位服务菜单的同时展示酒单。TAS 32 The associate will take wine/beverage order at same time as food order,making sp

26、ecific recommendations for dishes ordered;unless guest requests additional time.员工应在点单的同时完成点酒水，并根据客人的点单做出推荐。TAS 33 Glasses will be placed on the table,the wine presented and served within 4 minutes of order-taking(as per wine pouring standard)and before the first course is served;offering label to h

27、ost to confirm serving ladies first and host last 酒杯应先置于桌子上，在服务第一道菜四分钟前服务客人点的葡萄酒（按照葡萄酒的服务标准）；把酒的牌子展示给点酒的客人服务从女士开始/最后服务点酒的哪个客人。TAS 34 After food order is taken,associates will ask if bottled water is desired 点完餐后，员工应询问客人是否需要矿泉水。TAS 35 Water will be refilled every time glasses are full 在杯子只有四分之一满时应往杯子

28、里加满水。专业.专注.学习参考 .TAS 36 Associates will not reach across a guest and reach between conversing guests;courses will be cleared only when all guests have finished(unless buffet is had,then as per guests request)clearing done from the right unless guest will be disturbed,then clear from side that is con

29、venient;share platters and dishes to be cleared after confirming with guest;replace cutlery with fresh cutlery for buffet guests do not leave used cutlery on table 员工应在所有的客人都用完餐后才能清理桌面,之前不要影响客人。（除非客人要求）清理桌面要在客人的右边除非客人要求才在较方便的一边；分碟等的清理需征得客人的同意；并帮吃自助餐的客人换餐具不要把脏餐具留在客人的桌子上。TAS 37 All clearing will be do

30、ne as per the breakage prevention standards of hotel;at the nominated clearing station and stewarding areas;stations to be visibly clean and orderly,if in front of guests view.所有的清洁工作需按照酒店的防止破损标准来做；不管是供中转的服务柜，还是管事部的区域；对着客人的服务柜一定要保持干净和有序的。TAS 38 Appropriate chinaware,flatware and utensils will be pla

31、ced before(not simultaneously with)course service;service flatware and chopsticks to be placed on or near share dishes at appropriate times 相对应的瓷器、餐具和器具将在上菜之前（而不是同时）摆好；另外餐具和筷子的摆放在合适的时间和位置。TAS 39 All shellfish dishes will be accompanied by claw cracker and lobster pick 所有贝壳类的菜都应配备蟹夹和龙虾凿。TAS 40 All me

32、at dishes will be accompanied by a serrated dinner knife(optional)所有肉类的食物都配备锯齿状的刀。TAS 41 There will be no paper doily under-liners in food presentation 不使用纸制的垫子放在食物的下边。Comply Not Comply 专业.专注.学习参考 .TAS 42 Tables will be crumbed after main course is removed;dining plates changed after every course 在主

33、菜收完后应扫台，在每一道用完后换碟。TAS 43 Associates will offer dessert/fruit course and appropriate beverage,after main course is removed(Within 4 Minutes).在主菜收完后的四分钟内应询问客人是否需要甜品及相对应的饮料。TAS 44 Coffee and tea will be offered and served at time of dessert order or after dessert service according to local custom and/o

34、r guests wish 根据客人的要求，可以在上甜品时或用完甜品后服务咖啡或茶。TAS 45 Associates will offer digestives and cognac after coffee/tea is served,cigars also(optional)cigar service executed as per hotel standard.在咖啡服务完后应提供给客人一些助消化的饮料和白兰地。TAS 46 Ashtrays will be exchanged immediately after two cigarette butts have been exting

35、uished 在香烟缸中有两个烟蒂时就应替换。TAS 47 Desserts/fruit served on appropriate chinaware/glassware accompanied by dessert flatware or suitable utensils,etc.At end of meal service,complete service via check standard-Checks will be presented within 2 minutes of request,in a clean check folder,with the 4 Points by

36、 Sheraton pen/guests comment form,and associate will request to fill out guests comment form;eg.“Please give us your feedback”服务甜品/水果时要配相对应的器具/用具，等。当客人需要结帐时我们必需在 2 分钟内检查并递上干净的帐夹和本酒店的笔/客人意见表，并请客人填写此表，“请留下你的意见 ”Guest check payment process will be completed within 4 minutes of guest request 在客人要求结帐的四分钟

37、内完成结帐的过程。Comply Not Comply 专业.专注.学习参考 .Associates to use departing standard offering a thank you and pleasant parting remark;eg.“Thank You,well See You Again”.员工用标准的语言感谢客人光临并且说“谢谢你，下次再见”。TAS 48 Non-smoking or smoking seating will be offered to each guest 应对每位客人提供吸烟区和非吸烟区。TAS 49 Guests will be seated

38、 only at clean and fully set tables 只给客人提供干净和布置齐全的桌子。TAS 50 Chair and coat assistance will be offered;as well as baby chairs.给客人提供干净的椅和椅套，还有儿童椅。TAS 51 Standard condiments will be delivered without request 必需的调味品无需客人要求应及时呈上。TAS 52 Beverages and aperitifs will be offered promptly,and served within 3 m

39、inutes of order 三分钟之内饮料和餐前酒需在点单后及时地给客人送上。TAS 53 At breakfast,coffee and tea will be served within one minute of seating 早餐期间，咖啡和茶在客人坐下一分钟之内服务。TAS 54 At breakfast,coffee cups will be refilled within 2 minutes (or being fewer 1/3 cupful)早餐时间咖啡续杯在两分钟之内完成（或只有 1/3 杯满时）。Guest Satisfaction Checks During Me

40、al&Departure（客人用餐&离开时的意见调查）TAS 55 At end of meal guest departing standard is offered with a thank you and pleasant parting remark;eg.“Thank You,well See You Again”;as well as assist with the chairs,coats,etc;Managers and Team Leaders to also check for guest satisfaction 专业.专注.学习参考 .by approaching ea

41、ch table at least once per meal period;example approach“Hello,I am.,I hope you are enjoying your experience”所有的员工要感谢客人，期望他们的再次光临，“谢谢你，希望能再次见到你”；帮助客人拉椅子和拿外衣；在用餐期间经理和主管人员最好可以到每一张台问客人意见；接近客人并说“你好，我是希望大家满意”。Promotional Material（推广材料/促销产品）TAS 56 Manager will monitor all promotional materials in the outle

42、t and ensure they are not outdated.(i.e.files/posters/cake of the month/promotional collaterals)经理将监管所有的促销产品，保证不会过时。（例如：宣传册/广告牌/推广蛋糕/其它相关物品）。TAS 57 Flyer/tent card advertising promotions/special events may be used,but are to be clean and presentable 传单/广告宣传单/特殊东西可以使用，但要保持清洁。TAS 58 Poster advertising

43、 promotions will be positioned outside the outlet and in the lobby 广告宣传单放在大堂。TAS 59 Minimum of one promotion piece per floor will be outside guest elevators advertising restaurants(if space permits)在每一个客梯外楼层，将有一张介绍餐厅的广告宣传。（如有空间）TAS 60 Posters in guest elevators will advertise outlets if design and s

44、pace permits 如果允许使用的话，广告将放在客梯内。TAS 61 Outlets will be advertised using in-house television channel(if channel available)餐厅将会在客房电视内被介绍（如果频道允许）。TAS 62 No more than one F&B promotion piece will be placed in guest room.Additional flyers may be included in pocket of Guest Services Directory Comply Not Co

45、mply 专业.专注.学习参考 .在客房内，只能放置一张餐饮宣传单。增加的广告传单，将被放入客户服务指南中。TAS 63 F&B flyer advertising special events/promotions will be mailed quarterly to mailing list 印有特殊事物/促销的餐饮广告单可以季节性邮寄给客人。Coat Check（客衣服务）TAS 64 If a coat check facility is required it will be on a complimentary basis.There will be wardrobe avail

46、able in the restaurant 如果要求有寄存衣服的服务，那应该是免费的基础上，应在餐厅放置衣架。Wine&Beverage Service（葡萄酒&饮料服务）TAS 65 Associates will pour beverage and refills.Wine bucket with napkin will be used when white/Champagne/ros wines are ordered.Red wine will be left on table poured by associates only;not by the guest 员工将为客人倒酒和续

47、杯。当客人点白葡萄酒/香槟/粉红葡萄酒时，应准备相应的酒桶和餐酒布。红酒放在桌上的左边员工为客人倒酒而不是客人自己。TAS 66 Wine bottle will be presented to the ordering guest/host to check order is correct for confirmation.Upon approval,tasting will be offered to the guest and after approval,wine is poured to guests(ladies first and host)向点酒客人介绍并让其确认所点酒是否正

48、确，是否可以打开；然后开瓶让点酒客人品尝。确认后，为其他客人倒酒（女士优先，点酒者最后）。TAS 67 Beer poured at the table with bottle left on table;label facing guest 啤酒必须在客人面前倒酒；酒瓶应放于桌上并将酒牌对着客人。TAS 68 A new glass is given for every new beer purchased Comply Not Comply 专业.专注.学习参考 .新点的啤酒必须用新的杯子。TAS 69 Ice is not served in glass with mineral wat

49、er or fruit juices unless requested.No lemon slice will be served unless requested 除非客人要求上矿泉水或果汁时，不能将冰块放入杯中。柠檬片也是一样。Order Taking（点单）TAS 70 Associates will be ready to take order within 5 minutes of guest being seated,unless the guest is waiting for some other guests to arrive 除了客人在等待其他客人之外，服务生应在客人坐下

50、 5 分钟之内及时给客人点单。TAS 71 All orders will be repeated back to guest from order pad and correctly entered into POS system 服务生应为客人重复所点的菜单再输入 POS 系统。Attending Tables（主要服务）TAS 72 Bread,condiments and ice water will automatically be served to all guests when appropriate;if drinks are not ordered.在适当的时候或客人没有点