餐饮部FOODBEVERAGE DEPARTMENT9151170.docx
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餐饮部FOODBEVERAGE DEPARTMENT9151170.docx
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餐饮部FOODBEVERAGEDEPARTMENT9151170
SHERATONMIRAGEGOLDCOAST
HORIZONSRESTAURANT
TRAININGMANUAL
TASK:
XXX
STANDARDSANDPROCEDURES
DEPARTMENT:
FLINDERSREST.JOBCATEGORY:
WAITER/WAITESS
HEAD:
G.M.APPROVAL:
DATE:
TASK:
TABLESETUPFORSETDINNER
STANDARD:
Allguestseeimmaculateandcompletetablesetupfortheirreservedsetmeal.
PROCEDURE:
SampleMenu
FoodBeverage
-DuckBreastWhiteWine
-Soup“ ”
-Fish“ ”
-SteakRedWine
-DessertChampagne
-PralinesCoffee/Tea
222120
5118327910
1.ShowPlate12.WhiteWineGlass
2.Napkin13.RedWineGlass
3.DinnerKnife14.Champagne
4.DinnerFork15.DessertSpoon
5.ButterPlate16.WaterGlass
6.ButterKnife17.CoffeeCup
7.WaterGlass18.CoffeeSaucer
8.FishKnife19.CoffeeSpoon
9.Fishfork20.FlowerVase
10.SoupSpoon21.Ashtray
11.SmallKnife22.Salt&Pepper
12.SmallFork
Puttheequipmentdownaspertheaboveillustrationstartingfromchinaware,cutlery,glasswareandnapkins.
STANDARDSANDPROCEDURES
DEPARTMENT:
FLINDERSREST.JOBCATEGORY:
WAITER/WAITESS
HEAD:
G.M.APPROVAL:
DATE:
TASK:
LAYINGATABLECLOTH
STANDARD:
TABLECLOTHSHOULDBEINGOODCONDITIONCLEAN,UNIFORMANDPROPERLYLAIDTHROUGHOUTTHEDININGROOM.
PROCEDURE:
1.Usewellpressedtablecloth.
2.Makesurethatthelinesarestraight.
3.Thecentercreaseofalltableclothinthediningroomshouldruninthesamedirection.
4.Placetableclothfacedown.Thismeanthattheshinysidesareupandthehemisontheunderside.
STANDARDSANDPROCEDURES
DEPARTMENT:
FLINDERSREST.JOBCATEGORY:
WAITER/WAITESS
HEAD:
G.M.APPROVAL:
DATE:
TASK:
POLISHINGGLASSES
STANDARD:
GLASSCLOTHSHOULDBEUSEDINPOLISHINGGLASSWITHMINIMALCONTACTBETWEENFINGERSANDGLASSTOAVOIDACCIDENT.CHECKGLASSFORLINT,FINGERMARKSAND,WATERSPOTS.
PROCEDURE:
1.Placethedesignatedclothornapkinonthelefthand.
2.Placeglasswareoncloth.
3.Puttheedgeofthepolishingcloth,andinsertitintotheglass.
4.Covertheglassbodywiththeremainingcloth,holdingtheglasssecurely.
5.Turnthetopoftheglasscounterclockwise.
6.Continueturninguntilglassispolished.
STANDARDSANDPROCEDURES
DEPARTMENT:
FLINDERSREST.JOBCATEGORY:
WAITER/WAITESS
HEAD:
G.M.APPROVAL:
DATE:
TASK:
PLACINGGLASSWAREONTHETABLE
STANDARD:
GLASSWAREISPLACEDONACOVERWITHSYMMENRICALFORMANDPURPOSE.
PROCEDURE:
1.Carryglasswaretothetableonacleantray.
2.Placeglasswareontherightcover1inchabovetheknife.
3.Handleglasswarebythebaseorstem,neverbythebrim.
STANDARDSANDPROCEDURES
DEPARTMENT:
FLINDERSREST.JOBCATEGORY:
WAITER/WAITESS
HEAD:
G.M.APPROVAL:
DATE:
TASK:
CRUMBINGTHETABLE
STANDARD:
AFTERCLEARINGALLTHEPLATESAFTERTHEMAINCOURSE,THETABLEISCRUMBEDOFALLDEBRISTHATHAVEFALLENONTHEGUESTCOVERDURINGTHEMEAL.CRUMBINGTHETABLESHOULDBEDONEDISCRETELYANDASTHOROUGHLYASPOSSIBLE.
PROCEDURE:
1.Clearalldishes,leaveglassesanddessertcutlery.
2.Usebrushcrumbertosweepthetablewithsmallplate.
3.Crumbthecoverfromeithersideofguests.
4.Workaroundthetable,butdonotinconveniencetheguest.
STANDARDSANDPROCEDURES
DEPARTMENT:
FLINDERSREST.JOBCATEGORY:
WAITER/WAITESS
HEAD:
G.M.APPROVAL:
DATE:
TASK:
ANSWERINGTHETELEPHONE
STANDARD:
TELEPHONECALLSSHOULDBEANSWEREDPROMPTLYANDPOLITELY.NEVERLETTHETELEPHONERINGMORETHANTHREETIMES.
PROCEDURE:
1.Oncethetelephonerings,answeritpromptly.Asmuchaspossible,allowonlyonering,however,notmorethanthreerings.
2.Whenansweringtelephone,greetthecallerwithawelcomingvoice,courteouslyandpolitely.Identifytherestaurantandyourself.
Example:
“FlindersRestaurant,goodevening,
Peterspeaking,MayIhelpyou?
”
3.Haveapenandapaperhandywhenyouanswerthetelephone.
4.Listencarefully.
5.Writedownmessageslegiblyandrepeatthemessageforclarification.
6.Neverinterruptthecallerwhiletalking.Waitforthecallertofinishfirstbeforeyouspeak.
7.Whentalkingoverthetelephone,alwaysspeakwitha“smilingvoice.”
8.Thankthecallerforcalling.
9.Letthecallerhangupfirst.
10.Putdownthereceivergently.
STANDARDSANDPROCEDURES
DEPARTMENT:
FLINDERSREST.JOBCATEGORY:
WAITER/WAITESS
HEAD:
G.M.APPROVAL:
DATE:
TASK:
SERVINGFOODWITHFORKANDSPOON
STANDARD:
FORKANDSPOONAREUSEDTOPLACEFOODSKILLFULLYONTHEGUESTPLATE.
PROCEDURE:
1.Topickupfood:
a)First,usethemiddlefinger,ringfingerandbabyfingertosupportthespoon.
b)Placeforkontopofspoon.
c)Insertindexfingerbetweentheforkandspoonhandlesforleverage.IndexFingeractsasaclamptoservethefood.
d)Manipulatethespoonandforktopickupfooditem.
e)Togetasecureholdonthefood,pickupthefoodbetweentheforkandspoon,thenremovetheindexfinger.
f)Nofoodispickedupbeforeeveryonehasfinishedeating.
STANDARDSANDPROCEDURES
DEPARTMENT:
FLINDERSREST.JOBCATEGORY:
WAITER/WAITESS
HEAD:
G.M.APPROVAL:
DATE:
TASK:
RESTAURANTSERVICESEQUENCE–CHINESSFINEDININGRESTAURANT
STANDARD:
PROCEDURE:
Oncetherestaurantisopened,thenormalroutinestarts.Employeemustbeabletoobservethefollowingsequenceofserviceandstandardandproceduremustbemaintained.
a)GreetingtheGuest
b)SeatingtheGuest
c)Presentingandexplainingthemenu
d)Takingoforder
e)Writingandclarifyingoforder
f)Transmittingtheorder
g)Theservicesequence
A)GreetingtheGuest:
1.Thefirstpersonincontactwiththeguestenteringtherestaurantisthehostessoftheneareststationstaffwhomustmakethefirstmovetogreetthecustomerwithafriendlysmile.
2.Ifthehostessorthemanager-on-dutyisengaged,anystaffwhoisavailableshouldhelptheguest.
3.Greetthecustomerwithafriendlysmile.Usegreetingphrasesuchas“GoodEvening,Sir/Madam.”Leadtheguesttotheallocatedtables.Enquirewhethertheyaresatisfiedwiththetable.
PROCEDURES:
(continued)
B)SeatingtheGuest:
1.Pulloutchair,withtheonefacingthebestview.
2.Offerittotheladyguestortheelderlypersonoftheparty.
3.Assistguesttositbypushingthechairforward.
4.Iftherearenotenoughchairsfortheparty,takethefirstunoccupiedonefromthenearesttoyourtable,butwithoutmakingthenecessarynoise.
5.Removeanyunnecessarycoveroraddothers,asthecasemaybe.
6.Assisttheguestwithcoatsorpackages.
7.Enquirewhethertheywouldliketotakeanaperitif(pre-dinnerdrink)whilewaitingfortheothers/orbeforethedinnerisserved.Thenrecordtheorderandpassitontotothestationwaitingstaffconcerned.
C)Presentingandexplainingthemenu:
1.Presentanopenmenu-cardtoeachguest,startingwiththeladyguest.Whiledoingso,goroundthetableanddonotpassthemenuacrossthetableorguestsandlastlytothehost.
2.Bythen,theserverwillbebackwiththeaperitif(ifany).
3.Theguestmustnowbegiventimetostudyanddiscussthemenu.
4.Remainintheproximity.Theywillgiveasignwhentheyarereadytoorder.
PROCEDURES:
(continued)
5.ThepersonwhoistakinganorderismostlikelytobetheCaptain.Captainmustbewellversedwithallfooditemsandthetimeofpreparation,description,andtheportionservedtorecommendtothecustomer,etc.
D)TakingofOrder:
1.Beforewritingtheorder,fillinthedatesonthe“CaptainOrder”padwithwhateverinformationtheoperationrequires(e.g.Thewaiter/server/Captainwhotakestheorder,numberofcovers,tablenumber,dateaswellasthenameofthehostontherighthandcorneroftheCaptain’sorder.
2.Approachthetable,standuprightandsmile.Enquirewhethertheywouldliketoorder.
3.Normallythehostwillpasstheorderforthewholeparty.Theordermustbeimmediatelytransmitted.
4.TheCaptainwhotakestheordershouldgivethecustomertherecommendationinregardtohousespecialties.
E)WritingandClarifyingtheOrder:
CaptainOrderwillbeinquadruplicate:
1.Originalcopy:
tocashier.
2.Duplicatecopy:
Mustbechopped/stampedwithLiBaistampandissuingrespectivedepartment/section(e.g.,kitchenorbar)forthefoodanddrinktobepickedup.
3.Thirdcopy:
Runner’scopytobeplacedonsidestation.
4.Fourthcopy:
Tobedisplayedatthekitchenpantryarea.
Thereforepersonwhodoesthefoodpickupisabletocountercheckwiththefoodprepared.
PROCEDURES:
(continued)
5.Separateordermustbeopenedforfoodandbeverageitemsbecauseofdifferentdepartment.
F)Transmittingtheorder:
1.Timingoforders-staffshouldknowtheappropriatepreparationtimeforeverydish.
2.Noguestshouldeverhavetowaitforhisdishformorethanthetimerequiredtoprepare.
3.Pickinguptheorder-donotforgetthesamecondimentsoraccompaniments.Atthispointoftime,ifabovementionedisthefirstcourseorappetizer.Doservethewinefirst,ifany.
4.Whenthecourseiscompletelydishedoutbythesever,announcetothekitchencallertoprepareforthe2ndcourses.
5.Servershouldalwayscheckthatthedishescorrespondtotheorder.
G)Theserviceflow:
1.Customerisgreetedandhelpedtosit.
2.Thehostesstointroducetherespectivestationcaptaintothehostbysaying,“GoodEvening,Mr.Lee.So&so,theCaptainfortheevening,”andthenthecaptainshouldtakeover.
3.Aperitifordersaretaken.
4.Followbyhottowelservice.
5.Theservertopickuptit-bits,chilisauceandEnglishmustardtogetherfromthekitchenpantryarea.
6.ThisshouldfollowbypouringofSoyasaucetocallguests.
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