STANDARD OPERATING PROCEDURE | |||
TASK: HOW TO DO PRE-SERVICE OPERATION 如何做好营业前的准备 | |||
Task Number: 编号： | CR-0001 | ||
Department: 部门： | F&B – Chinese Restaurant 中餐厅 | ||
Date Issued: 执行日期： | Jan. 2008 2008年1月 | ||
Guest Expectation: 客户期望： | That the restaurant is open on time, ready to receive the guests by friendly staff in clean and neat uniforms. 餐厅准时营业，员工穿着干净整洁的制服，友好的接纳客人。 | ||
Time to Train: 培训时间： | 20 minutes 20分钟 | ||
Why is this task important for you and our guests?
为什么这项课题对你和客人都很重要？
Answers:
答案：
1. To ensure the restaurant is open properly and ready to receive guests
确保餐厅准时开门纳客。
2. To ensure the restaurant is open on time
确保餐厅准时营业。
3. To ensure the staff is groomed and briefed for the coming service period
确保员工衣着整洁并且简要总结过去的服务
STEPS 步骤 | HOW/ STANDARDS 如何做/标准 | TRAINING QUESTIONS 培训提问 |
Ready and on time to be on duty. 做好准备，准时营业 | Staff must be on time to come to work with smile, clean uniform and well groomed. 员工上班必须准时，面带微笑，穿着整齐。 | 1. Why should the staff be on time? 员工为什么要准时上班？ 职责、义务 保证正常的营运 2. Why should the uniforms be clean and pressed? 为什么工服保持整洁，熨烫平整？ 保证仪容仪表，好的仪容仪表对客人的尊重，体现专业，树立酒店形象品牌 |
Opening the restaurant. 餐厅营业 | Pick up keys from the Security Department, open the door and turn on the light. 从保安部领取餐厅钥匙，打开门和灯。 | 1. Why should you pick up the keys from the security 为什么要从保安部领取钥匙？ 安全、统一管理 |
Check the cleanliness. 检查餐厅卫生情况 | To use checklist to check the restaurant, table and chair’s condition. 参照检查清单检查餐厅，桌子和椅子情况。 | 1. Why should you check the restaurant? 为什么要检查餐厅？ 是否达到开餐前的要求，查疑补漏 2. Why should you use the checklist? 为什么要使用检查清单？ 全面、详细、责任到人 |
Check the set up and overall 检查餐厅摆设 | Check all set-ups in the outlet: Table set-up includes flower, tea glasses, cutleries, chinaware, napkin, ashtray, and salt and pepper shaker if applicable. 检查所有餐厅摆设：餐桌的摆设，包括花，茶杯，餐具，瓷器，餐巾，烟缸和椒盐瓶是否准备妥当。 If required reset the tables according to the day’s reservations. 根据预定，重新摆设餐桌 | 1. Why should you check the set up? 为什么要检查餐厅摆设？ 2. Why should you re-set the table according to the reservations? 为什么要根据客人预订，重新设置餐桌？ 做好餐前准备 |
Linen 布草 | Exchange dirty linens at the Housekeeping’s linen room based on a trolley exchange system “one for one”. 根据“一换一”的原则，用小推车将脏的布草送到客房部的布草房进行更换。 | 1. Why do you use the one-to-one system? 为什么采用“一换一”的原则？ 卫生、便于对布草的管理 |
Opening the Bar. 酒吧营业 | Clean the bar counters with a cleaning cloth. 用净布擦拭吧台 Check bar inventory and fill in the opening stock column in the inventory file. 盘点酒吧库存量并填写开档库存栏 Pick up all requested items from F & B store room. 从餐饮部储藏室领取所有需要的物品。 Fill ice in the clean ice bin. 将冰块填满冰桶 Prepare standard beverage garnish includes Lemon/Lime wedge; slice lemon ring, parsley and salt etc. 准备标准的酒水装饰物，包括柠檬/青柠角，香菜和盐等 | 1. Why should you clean the bar counters? 为什么需要擦拭吧台？ 卫生 2. Why should you use a cleaning cloth? 为什么需要用净布？ 3. Why do you check the beverages？ 为什么要检查酒水？ 了解酒水的库存情况、便于销售 4. Why do you fill out the inventory sheet? 为什么要填写库存栏 便于对酒吧的检查管理 5. Why should the ice bin be clean? 为什么冰桶要保持清洁？ 6. Why should you prepare the garnishes? 为什么要准备装饰物 快速的对客服务 |
Daily briefing. 每日例会 | To conduct pre-service briefing on: 班前会议内容包括： – Hotel information. 酒店信息 – Daily room occupancy. 每日客房入住率 – VIP’s arrival/in-house. VIP客人的抵达和入住情况 – Customer delight practices. – 欣喜服务的练习 – Customer’s comments. 客人的评价 – Daily Special. – 每日特别事件 – Item/dishes to recommend. 推荐菜品和项目（分工、沽清） | 1. Why should you do a briefing? 为什么要开例会？ 让员工及时了解信息、上传下达、明确当日工作安排 检查仪表仪容 |
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