重庆海逸酒店送餐部标准操作流程.docx
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重庆海逸酒店送餐部标准操作流程.docx
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重庆海逸酒店送餐部标准操作流程
Department:
F&B
JobTitle:
OderTaker
TaskNo:
HPKM-FB-PD-001
Task:
OrderTaking
EquipmentRequired:
PenPaperTelephone
WhatToDo
HowToDoIt
Why
Standard:
Allordertakerwillensurethattheywillbe:
1.Familiarwithallfoodandbeveragemenu.
2.Telephonemustbeansweredwithinthreerings.
3.Addressguestsbytheirnames–personalizevoice.
4.Bepoliteandcourteous,speakclearlyandlistencarefullyinordernottoirritateguestsbyaskingthemtorepeattheirorder.
5.Takedownordercorrectlyandrepeatordertoguest.
6.Alwaysusesuggestivesellingskills.
Procedures:
1.Pickupthetelephonepromptlywhenitrings.
2.Getthepenandorder-takerrecord.
3.“Nihao,RoomService,xxxspeaking,mayIhelpyou?
”Alwayscallguestname.
4.Asktheroomnumberoftheguestevenifitappearsonthetelephoneconsolebysaying“mayIhaveyouroomnumberpleaseSir/Madam?
”
5.Shouldknowthemenuthoroughly,dailyspecialandchef’srecommendation.Ifqueryonfoodexplanation,theOrderTakershouldbereadywithapromptandcorrectreply.
6.OrderTakermustknowanduseserviceabbreviationsconsistentlyandaccuratelywhentakinganorder.
7.Don’tforgettowritedowntheinstructionsuchas:
(Howwouldyoulikeyoursteaktobecooked,sauceorotherdetails).
8.Repeatthefood&beverageorderandtheroomnumberbacktotheguestandconfirmit.
9.Informthatthefoodandbeveragewillbeservedtotheguestroominminutes.
10.ThanktheguestforusingtheRoomService.
Note:
Alltheproceduresmentionedarenecessarytomaketheguestfeelthatthereispersonalcontactandthehotelwantstoservethemwiththebest,whichinturnwillincreasetherevenueofRoomService.
PreparedBy:
ApprovedBy:
GeneralManager
Signature/Date
Signature/Date
Department:
F&B
JobTitle:
ServiceAssociate
TaskNo:
HPKM-FB-PD-002
Task:
TrolleyandTreysetup
EquipmentRequired:
vase,salt&peppershaker,dinnerfork&knife,butterknife,bread&butterplate,napkintoothpick
WhatToDo
HowToDoIt
Why
TrolleyandTreysetup
Procedures:
1..Alltrolleys/traysaretobecoveredwithacleanandwell-pressedtableclothortraymat.
2.Basicsetupshouldinclude:
vase,salt&peppershaker,dinnerfork&knife,butterknife,bread&butterplate,napkinandtoothpickinaholder.Additionalsetupshouldbeadjustedaccordingtoeachguestorder.
3.UponleavingtheRoomServicestation,alwayscheckyourtrolley/trayagainsttheguest’sorder.
4.Don’tforgettoputtheRoomServiceclearingcardonalltrolley/trayorderbeforedeliverytoguestroom.
5.Hotfoodmustbekeepinahotwarmeratalltime.
6.Aglassoficewatertobeservedduringlunch,dinner,andsupperperiod.
TrolleyandTrayservicemustbeusedforeveryguestorder.
PreparedBy:
ApprovedBy:
GeneralManager
Signature/Date
Signature/Date
Department:
F&B
JobTitle:
ServiceAssociate
TaskNo:
HPKM-FB-PD-002
Task:
TrolleyandTrey
EquipmentRequired:
WhatToDo
HowToDoIt
Why
TrolleyandTrey
Notes:
1.Allbakeryordersaretobeplacedintoacleannapkinpocketandaccompaniedwithabreadbasket.
2.Ifguestordersincludetoastbread,abreadtoasteristoaccompanythefoodorder.Ensurebreadtoasteriscleanandfreefrombreadcrumbs.Intheguestroomserverneedhelpguesttoastbread.
3.Butterwillbeservedindividuallyonabutterdish,Onebutterportionperperson.
4.AllbreakfastbreadservewithJam(2fruitjam,1honeyand1marmalade)willbeservedaspertothenumberofcovers.
5.Selectionofsugarservedinadesignatedsugarbowl.
6.Hotmilkandsugartobeservedforcoffee.
7.Lemonslices,milkandsugartobeservedfortea.
---End---
TrolleyandTrayservicemustbeusedforeveryguestorder.
PreparedBy:
ApprovedBy:
GeneralManager
Signature/Date
Signature/Date
Department:
F&B
JobTitle:
ServiceAssociate
TaskNo:
HPKM-FB-PD-003
Task:
DeliverOrder
(1)
EquipmentRequired:
WhatToDo
HowToDoIt
Why
DeliverOrder
Procedures:
1.Checkconditionofwheelsofthetrolleybeforeusing.
2.Checkconditionofthehotwarmer.
3.Ensuretheservicetrayiscleanandwithplacematon.
4.Holdthetraywithlefthandabovetheshoulderandkeepwellbalanced.
5.Checksetupandguestorderbeforedelivery.
6.Alwayspushthetrolleyandkeepbodywellbalanced.
7.Serviceassociatewillentertheliftfirstandpullthetrolleyintothelift.
8.Whenapproachingtheguestroomchecktheguestbillifitmatchestheroomnumber.Fordoorknobmenuchecktheroomnumberondoorknobmenutoensureitmatcheswiththeroomnumberandbill.
9.Whenyouenterguestroom,donotglanceleftandright.
1.servicetrolleyortraymustbeusedtotakethefoodanddelivertotheguestroomquicklyandsafe30minutesaftertheorderhasbeenreceived.
2.Attendantwillenteraguestroominacourteousandfriendlymannerwithoutdisturbingtheguest’sprivacy.
3.Trayserviceonlyprovidedtobeverageandnonhotdish.
PreparedBy:
ApprovedBy:
GeneralManager
Signature/Date
Signature/Date
Department:
F&B
JobTitle:
ServiceAssociate
TaskNo:
HPKM-FB-PD-003
Task:
DeliverOrder
(2)
EquipmentRequired:
WhatToDo
HowToDoIt
Why
DeliverOrder
10.Checktheorderonceagainbeforeringthedoorbell.
11.Pressdoorbellandannounce“Goodmorning/afternoon/evening,RoomService”.Wait10secondforguestrespond.
12.Ifthereisnoresponsethenpressthedoorbellagainandwait.
13.Pressdoorbellnotmorethanthreetimes,ifnoresponseusethefloorpantryphonetocallroomserviceimmediately,andordertakerwillcallguesttoopenthedoor.
14.Ifguestisinwaituntilguestopenthedoorandgreetingtotheguest,“Goodmorning/afternoon/evening,Mr./Mrs.…(getguest’snamefromroomserviceInfrasys),mynameis…,thisisyourorder,MayIenteringyourroom”.
15.Whenentertheguestroomusedoorstopperkeepthedooropen,andthenpushthetrolleythroughthedoor.
16.Asktheguest:
“wherewouldyoulikemetoputthetrolley/tray”?
17.Openflapsareopenproperly.Whenpullingdownsetting.Don’ttouchtheeatingendofthecutlery.
PreparedBy:
ApprovedBy:
GeneralManager
Signature/Date
Signature/Date
Department:
F&B
JobTitle:
ServiceAssociate
TaskNo:
HPKM-FB-PD-003
Task:
DeliverOrder(3)
EquipmentRequired:
WhatToDo
HowToDoIt
Why
DeliverOrder
18.Takeoutfoodfromwarmer(ifany)andclearwarmerfromtrolley.Placeplatesinbetweenthesettingswithfoodneartheguestandgarnishesaway.Ensurefoodsetonastableandsecureplace.
19.TheRoomServiceassociateshouldthenhelptoseattheguest,bymovingachairclosetoplacewherethemealwillbeserved.
20.Theguestshouldbeservedwithnapkinplaceontheirlap,introducefood,beverageandcondimentstoguest.Checkswiththeguestfindoutifguesthasotherneeds,“Mr./Mrs.…Wouldyoulikeanythingelse?
”Informguesttopayattentiontohotplates.“Mr./Mrs.…Theplateisveryhot,pleasetakecare”.
21.Offertopourbeverage.“Mr./Mrs.…MayIpouryourxxx?
”
22.Accuratebillpresentedtoguestinfolderwithballpenforguestsignature.(roomnumberandguestwrittenbyordertaker)
23.Upondeparturefromtheroom,serviceassociateshouldinformguesttocallinroomserviceafterfinishthemealforremovingtrayortrolley.“Mr./Mrs....thankyoufororderingroomservice,pleaseenjoyyourmeal,shouldyourequireanyassistancepleasecontactroomservicebydialingxxxonyourtelephone,haveaniceday.”
24.Closedoorlightly.
25.Gobacktoroomserviceimmediately,onthewaybackcheckcorridor,takebacksoiledtraysortrolleys
PreparedBy:
ApprovedBy:
GeneralManager
Signature/Date
Signature/Date
Department:
F&B
JobTitle:
ServiceAssociate
TaskNo:
HPKM-FB-PD-003
Task:
DeliverOrder(4)
EquipmentRequired:
WhatToDo
HowToDoIt
Why
DeliverOrder
Notes:
1.IfguestdoorisDNDsign,immediatelyusethefloorpantryphoneinformordertaker,let’sordertakercallguestroomphoneinformguestopenthedoor.
2.Iftheguesthasjustwokenuporiftheyappearasthoughtheyareabouttogotosleep,theroomserviceassociateshouldnotimposeonthem,simpleindicatethelocationofthemeals,warningofanyhotitems,beforeexcusingthemselves.
---End---.
PreparedBy:
ApprovedBy:
GeneralManager
Signature/Date
Signature/Date
Department:
F&B
JobTitle:
ServiceAssociate
TaskNo:
HPKM-FB-PD-005
Task:
Handlingoutofstockitem
EquipmentRequired:
WhatToDo
HowToDoIt
Why
Handlingoutofstockitem
Procedures:
1.Ordertakershouldknowthemenuthoroughly,dailyspecialandchef’srecommendation.Besideseveryshiftstartmustdoublecheckwithkitchenandbar.
2.Whenguestsorderadishthatisoutofstock,firstthingstodoisapologizetotheguest.
3.Offeranalternaterecommendationtotheguests.
Notes:
1.Roomserviceshouldkeepgoodcommunicationwithkitchenandbar.
2.Alloutofstockitems,chef’srecommendationanddailyspecialmustbewrittendownonthewhiteboardandensureallassociatesarenotified,andbetimesupdate.
---End---
1.Ordertakershouldknowthemenu,dailyspecialandchef’srecommendationthoroughly.
2.Incasetheguestorderisoutofstock,explainthereasonindetailpatientlyandobtainmaximumguestsatisfactionandunderstanding.
PreparedBy:
ApprovedBy:
GeneralManager
Signature/Date
Signature/Date
Department:
F&B
JobTitle:
ServiceAssociate
TaskNo:
HPKM-FB-PD-004
Task:
Handlingguestsp
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