餐饮部FOODBEVERAGE DEPARTMENT6101120Word格式.docx
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餐饮部FOODBEVERAGE DEPARTMENT6101120Word格式.docx
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C)Captain/Waiterintroducesvariouscheesesavailable.
D)Portwineisofferedimmediatelyaftercheeseisserved.
E)Relishes,butterandcrackersareplacedontablebeforecheeseisserved.
F)Settingforcheeseshouldbeplacedonthetablebeforerelishesaregiven.
FINEDININGJOBCATEGORY:
DESSERTSERVICE
A)AllCaptains/Waiterstoknownameandbasicingredientsofdessertsavailableonthedesserttablebeforepresentationtoguests.
B)Selectionofdessertsfromthedesserttablewillbepresentedtoguestonthegueridon.
C)Captain/Waitertoportionthedessertatthedesserttable.
STILLROOM/COFFEEANDTEASERVICE
A)Coffeeandteaorderistakenafterthedessertisservedtotheguest.
B)Captains/WaitertoknowthedifferenttypesofcoffeeandteaavailableintheStillRoom.
C)Setsugarbowls,teaspoon,BBplateontablebeforecoffeeandteaarebroughtin.
D)AllhotbeveragesarepreparedintheStillRoomandbroughtintotheRestaurant.
E)Ensurewhenpickingup,allaccompanimentslikesauces,ortoastsshouldbebroughtalongwiththedishes.
F)PlacePlatesgentlyinfrontofguestwiththedesignfacingguest.
G)Teashouldbebrewedonarechaudontheguesttable.
H)Mignardisesareservedtogetherwithcoffeeandtea.
AFTERDINNERDRINKS
A)AllCaptains/Waiterstoknowrangeofafter-dinnerdrinksavailableinthebar.
B)Aselectionofliqueurstobepresentedtoguestsonsilvertrayaftercoffeeandteahadbeenserved.
C)Brandysnifteriswarmedupusingthewarmerandshouldbedoneontheguerion.
D)Pourliqueursinfrontofguestusingstandardmeasure.
E)RemovesilvertrayfromgueridonandopenCapt.Orderimmediately.
SERVICEOFCIGARSANDCIGARETTES
A)AllWaitersknowtherangeofcigarsandcigarettesavailable.
B)Ensurethatyouhavethecigarcutter,longmatches,2B&
Bplatesandacleanashtraywhenpresentingthecigarbox.
C)Ensurethatyoulightthecigarbyholdingthelitmatchwiththerighthandandslowlyrotatethecigarintheflamewiththelefthandtoensurecigarburnsevenly.
D)Ensurethatthereisacleanashtrayonthetablewhenpresentingthelitcigartoguestbyhand.
E)Whenrequested,unwrapthefilm,removetopfoilandhaveacigaretteslightlyoutfortheguesttopullouteasily.
BILLINGANDMETHODS
A)Paymentcanbemadebycreditcard.
B)Nopersonalchequesareacceptableunlessguestisknow.
C)Getguest’sbusinesscardifpaymentismadebycheque,countersignedbyMgr.orAsst.Mgr.
D)EnsureguestssignschequeinfrontofCapt.WhenpaymentismadebyTraveler’scheque.
E)NodirectbillingbyguestunlessspecifiedbyemployeesorownerorunlesscredithasbeenestablishedbyCreditMgt.
F)Ensurecodeiscorrectlyindicatedonbillwiththeirsignatureeitheronofficer’scheckorentertainmentcheck.
G)Forhouseguest,ensureroomno.nameandsignatureareguest.
H)Ensurenocancellationsareonthebillbeforepresentingtoguest.
I)Ensureverificationofsignatureisnotdoneinfrontofguestifpaymentismadebycreditcard.
J)EnsureMgr./Asst.Mgrcountersignsvoidbills.
HANDLINGCOMPLAINTS
A)Allguestcomplaintstobetakenseriouslyandacteduponimmediately.
B)Complaintsconcerningotherdepts.TobecommunicatedtothemaswellastheManagement.Itshouldbereportedwithdetailsofitsnature,actiontaken,furtheractiontobetaken,ifrequired.
C)Allcomplaints,nomatterhowminorshouldbebroughttotheattentionoftheMgr./Asst.Mgr.andhandledimmediately.
D)Ifcomplaintisreceivedregardingstaff’sdishonestye.g.money,etc,thestaffwillbebodilysearchedbyMgr./Asst.Mgr.atthebackandnotinfrontoftheguest.
DEPARTRREOFGUEST
A)Maintainvigilantandattentiveserviceuntilguestleavestherestaurant.
B)Donotcleartablesettingsuntilthelastguesthaslefttherestaurant.
C)LostandfounditemstobereportedtoMgr./Asst.Mgr.
CLOSINGCHECKLIST
A)Collectandstoreallcrockery,glasses,silverwareandflatwarefromdishwashingarea.
B)Ensureallsilverashtraysarecounted.
C)Servicestationtobeneatandtidy.
D)Ifpossible,settablesfornextday’soperation.
E)Switchoffalllightsandturnoffmusic.
F)Ensurewinerack,cupboardanddoorarelocked.
ARTOFRECOMMENDATION
A)Offerassistancewithrecommendationonlywhenguestrequestsitoriftheguestappearsindecisive.
B)Makerecommendationshort,straightforwardandpolitely.
C)Acceptguest’sdecisionasfinal.
GUESTHISTORY
PROCEDURE:
A)Guest’shistoryissetupforregularcustomers,key-prospectguestsbyallservicepersonnel.Informationtobeupdatedpromptly.
B)Refertoguesthistorycardwhenreservationismade.
C)Sentoutappropriategreetingcardtoregularguestsoneweekpriortotheoccasion,e.g.birthdays,anniversaries,etc.
HORIZONSJOBCATEGORY:
ALLSTAFF
HORIZON’SMANAGERG.M.APPROVAL:
COPYOFTHERESERVATIONFORHORIZONSAHEFANDEACHSTAFF
TheChefwillreceiveacopyeachnighttoassurehisstaffofspecialrequests,numberofguestsandtimeofarrival.
1.AftereachnightbriefingwiththeHorizonsstaff,theywillreceiveacopyofdailyreservationsheet.Thiscopywillhave:
i)Namesofguests.
ii)Numberofguests.
iii)TimeforBreakersandfordinner.
iv)Specialrequests.
v)IndicationofVIP’sguest.
2.TheabovecopywillgototheHorizonsCheftoo.
HORIZON’SMANAGERG.M.APPROVAL:
CAESARSALADPREPARATION
Uselettuceatalltimes(IceBerg).Followprocedure,pointbypoint.
UseGueridonTrolleywhereyoufindasfollows.
-Mixingbowl
-Groundpeppermill
-Servingspoonandfork.
-Waiterscloth
-Anchovies
-Whitewinevinegar
-Oliveoil
-Worcestershiresauce.
-Parmesancheese
-Croutons
-2xeggs
-Frenchmustard
-Parsleychopped
-Bacondiced
Obtainfromcoldlarder-crispcoldiceberglettuce.
Obtainfromthefridgecoldsaladplates.
Preparedressing.
Tosslettuce.
Placewellmixedleavesontotheplates.
Presenttotheguest.
FRENCHCREPESPRESENTATION
Allstaffmustbeabletoprepareandservecrepesfollowingthecorrectprocedure.
1.Obtainthefollowingasmise-en-placeforthepreparationofFrenchcrepes:
i)Copperpan.
ii)Servingspoonandfork
iii)Hotplate
iv)Butter
v)Lemon
vi)Castorsugar
vii)Orangejuiceandlemonjuice
viii)Calvados
ix)Brandy
x)Frenchcrepesandapples(marinated)
2.Place4teaspoonsofsugarintopan.
3.Workingwithlowheatcaumalisesugar.
4.Add1/2teaspoonofbutter.
5.Add1/4lemonandstir.
6.Pourorangejuiceandlemonjuice.
7.Cook1-2minutes.
8.Addcrepes.
9.Cookfor1-2minutes.
10.Addapples,don’tovercookthem,theystillmustbecrunchy.
11.Flamedwithcalvadosandbrandy.
12.Foldintotrianglesandserve.
VISITOFTHECHEF
Toassurefineserviceandexcellentqualityoffood,therestaurantChefwillseetheguest.
Diningentré
eservice,oraftermaincourseisfinished,theHorizonsChefwillmakevisitintheroomtomeettheguestsandtoassuretheirsatisfaction.
GENERALPRESENTATIONOFAWAITER(CAPTAIN)
Allstaffwilladheretothecorrectpresentationexplainedinthefollowingprocedures.
1.Allstaffmustcarrythefollowingequipment:
-
i)Pen
ii)Notepad
iii)Matches
iv)Corkscrew
v)Cleanuniform
vi)Namebadge
vii)Cleanwaiterscloth
viii)Polishedshoes
2.Whilstintherestaurant,allstaffmustholdthemselvesin
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