餐饮部FOODBEVERAGE DEPARTMENT10171190.docx
- 文档编号:23084676
- 上传时间:2023-04-30
- 格式:DOCX
- 页数:19
- 大小:23.52KB
餐饮部FOODBEVERAGE DEPARTMENT10171190.docx
《餐饮部FOODBEVERAGE DEPARTMENT10171190.docx》由会员分享,可在线阅读,更多相关《餐饮部FOODBEVERAGE DEPARTMENT10171190.docx(19页珍藏版)》请在冰豆网上搜索。
餐饮部FOODBEVERAGEDEPARTMENT10171190
PROCEDURES:
(continued)
Andappetite,heknowsthathehasspenthismoneyandtimewell.Thisnotonlybringsgoodprofittothehotelbutalsoextratiptotheservicepersonnel.Furthermore,ifcustomerissatisfied,hewillpasswordaroundandgoodpublicitywillbegiventotherestaurantandhotel.Servicepersonnelshouldhelptocreateagoodpublicimageoftheestablishment.Sometimes,customerjudgestheestablishmentbythewayawaiterorwaitresshandlescustomerandthepersonalappearanceofthestaff(i.e.,Smartandneatdressingandprofessionalcustomerapproach).Graciousandcourteousserviceisessential.Friendlyandattentiveservicemustbeextended.Asmartwell-trainedstaffshouldbeabletotellthedifferencebetweengoodandbadservicewithoutbeingtold.Staffmustadoptthepositiveattitudetowork.Anintelligentstaffshouldbeabletoanticipatecustomer’sneeds.Aboveall,heshouldalwaysaimforself-improvement.
STANDARDSANDPROCEDURES
DEPARTENT:
LIBAIJOBCATEGORY:
WAITER/WAITRESS/CAPTAIN
HEAD:
G.M.APPROVAL:
DATE:
TASK:
HANDLETELEPHONERESERVATION
STANDARD:
Telephonereservationshouldbehandledimmediatelyandallinformationmustberecordedaccuratelyinthereservationbook.Phonecallsmustbehandledprofessionally..
PROCEDURE:
Roleplaybetweenemployees:
Staff“Goodevening,LiBairestaurant.ThisisMary.MayIassistyou?
”
Guest“Whattimedoesyourrestaurantopenforbusiness?
”
Staff“At6:
30pm,Sir,andwecloseat11:
30pm.”
Guest“Iwouldliketoreserveatablefor2,please.”
Staff“Whendoyouwishtohaveyourdinner,sir?
”
Guest“Around8pm.”
Staff“MayIhaveyourname,please,sir?
”
Guest“Lee.InitialsB.A.”
Staff“Atablefor2forthiseveningat8pmforMr.B.A.Lee.”
Guest“That’sright.”
Staff“Thankyou,Mr.Lee.Seeyouat8pm.”
Guest“Thankyou.Goodbye.”
FOOD&BEVERAGE
DOMUS
STANDARDSANDPROCEDURES
DEPARTE:
LIBAIJOBCATEGORY:
DOMUSALLSTAFFOFDOMUS
HEAD:
G.M.APPROVAL:
DATE:
TASK:
RECEPTION
STANDARD:
1.Anyguestwhoisappropriatelydressedismadetofeelwelcomeandatease.
2.Toobtainthenamesoftheguest.
3.Torememberandaddresstheguestbyname.
4.Torememberthenamesofguestsespeciallyrepeat.
PROCEDURE:
1.StaffonStationNo3areplacedattheentranceoftherestaurantwhentherestaurantisopenforbusiness.
2.Guestsare,asfaraspossible,greetedbytheirnames.Thereceptionistshouldknowwhethertheguesthasareservationornotoncetheguestnameisknown.
3.Ifthereisareservation,thereceptionistshouldknowthenumberofpaxintheparty,thehostandeitherknowthepredeterminedtableorwhichchoiceheisgoingtooffer.
4.Ifthereisnoreservation,predeterminewhichsideoftherestaurantyouaregoingtoseattheguestsandthepossibilitiesofthetablesavailable.Iftheguesthasarequesttrytoaccommodateifpossible.
5.Guestshouldbeofferedtheopportunityofhavingadrinkinthewaitingloungefirstshouldtheyprefertodoso.
Whenthequestsareshowntotheirtable.
1.Chairsshouldbepulledoutforthemifsittingisatbanquettetables.Thisistoallowthegueststositwithease.
2.Theguestisintroducedtothecaptainbyname.Thecaptainiseitherinformedbeforehegoestothetableoratthetableusingphraseslike,~thisisMr.andMrs.LeeorMr.LeeandMadam.Theywillbediningwithusthisevening.~
PROCEDURES:
(continued)
2.Thecaptain,whilelightingthecandleonthetable,introducehimselflike,~Goodevening,Mr.andMrs.LeeorMadam,Mr.Lee.Mynameis________.Iwillbelookingafteryouthisevening.Ifthereisanythingyourequire,pleasedoletmeknow.MeanwhilemayIgetyouadrink/aperitif?
~Ifcaptainisunabletobeatthetablewhentheguestisbeingseated,heshouldapproachattheearliestopportunityandintroducehimself.
3.Napkinsarepickedup,opened,foldedintoatriangleandthenplacedontheguest’slaps,ladiesfirst,thenmenandlastlythehost.
4.Whentheguestsateseated,therunnergoestocollectthefacetowelsimmediately.
5.Aftertherunnerhasreturnedwiththefacetowels,heisgiventheaperitif/drinkordertocollect.Thefacetowelsarepresentedtotheguestsandremovedassoonastheyareused.
6.Thewaterglassesarefilledfirstwithicecubesandthenwithwater.
7.Theflambépanisbroughttothegueridonnearthetable.Thecashewnutsareheated,sprinkledwithlemonjuiceandthethreecompartmentstandcontainingcandiedwalnuts,cherrytomatoesfilledwithcreamcheeseandroastedcashewnutsareplacedonthetable.
STANDARDSANDPROCEDURES
DEPARTENT:
JOBCATEGORY:
DOMUSALLSTAFFOFDOMUS
HEAD:
G.M.APPROVAL:
DATE:
TASK:
TAKINGRESERVATIONSANDUP-KEEPINGTHEBOOK
STANDARD:
1.Reservationsaretobedealtwithpromptlyandaccurately.
2.Reservationsarerecordedinthereservationsbook.
3.Reservationsarehonouredforhalfhourbutcanvarydependingonthecircumstances.
PROCEDURE:
1.WhenDomvsisclosed,theFoodandBeverageofficewilltakecareofallreservationsmade.
2.Allreservationsmustberecordedinthereservationsbook.
3.Informationtobenotedare:
Nameofguest
Dateofreservation
Numberofpersons
Timeofarrival
Telephonenumberofguestorroomnumberifitishotelguest
Anyspecialrequests
Nameofpersonmakingthereservation
Dateandtimewhenreservationismade.
4.Table(s)areallocatedbythemanagerofassistantmanager.
5.ReservationbookiscollectedfromtheFood&Beverageofficebythemanagerorassistantmanagerwhentheycomeondutyandattheendoftheservicetogetherwiththedailylogbook.
6.Arrangementstocaterforthespecialrequestsshouldbemadeassoonaspossible.
7.TheChefshouldbeconsultedwithregardtothespecialrequestsiftheseinvolvefoodpreparation.
PROCEDURES:
(continued)
8.Themanager,assistantmanagerandthestaffmustfamiliarizethemselveswiththereservationsforthateveningsothatwhentheycanidentifygueststheminutetheywalkintoDomvsandclaimtheirreservations.
9.Allocationoftablesshouldbedonefairlyandtoaccedetotheguest’srequestsifany.Visibletablesshouldbeallottedfirst.Onestationcanbereservedforslightlylaterreservationsallowingtheservicebrigadeonthatstationtoserveguestsinthewaitinglounge.
10.Guestreservationbookcanbeusedtobuilduptheguesthistorycardandtomonitortheirpatronage.
11.Regularguestsshouldbegiventhesametablewheneverpossible.
12.Astheeveningprogresses,thenamesofany‘walk-in’guestsareenteredinthereservationbook.Itshouldalsoindicatethetimeoftheguest’sarrival,numberofpax,thattheyare’walk-in’andwhattabletheywereallocated.
STANDARDSANDPROCEDURES
DEPARTENT:
DOMUSJOBCATEGORY:
CAPTAINS
HEAD:
G.M.APPROVAL:
DATE:
TASK:
BASICTABLESETTING
STANDARD:
TableswillbesetcompletelyaccordingtoDomvssetupusingclean,polishedequipmentandlineninperfectcondition.
BasicTablesettingismadeupoftablecloth,napkin,candlestand,flowervase,andwaterglass.
PROCEDURE:
1.Useappropriatetableclothandnapkinappropriatetable.
TablesizeTableclothusedNapkinused
Square300x900151x151127x127
Banquettes1085x890190x151167x127
Round1700230x230206x206
2.Placetableclothandnapkinontablewiththecentralpressinglineinthecenterofthetable.Ensurethatlinensconformtoourstandard.
3.Napkinsshouldtobeinatriplefold.OneforeachguestanditmustbeplacedinfrontofthechairwiththeS.T.logointhemiddleofthenapkin.
4.Placelampcandlewithglassonthetable.Makesurethatthecandleisanewoneandthattheglassiscleanandthatthesilverisshinning.
5.Placeflowervasewithfreshflowersontable.Makesureflowersarefreshandthevaseiscleanwithfreshwater.
STANDARDSANDPROCEDURES
DEPARTENT:
DOMUSJOBCATEGORY:
CAPTAIN/WAITER
HEAD:
G.M.APPROVAL:
DATE:
TASK:
MAINTENANCEOFTHESERVICESTATIONS
STANDARD:
1.Tomaintainandequiptheservicestationtotherequiredstandards.
2.Toensurethattheservicestationiskeptcleanandclearoffdirtycrockeryandcutleryatalltimes.
PROCEDURE:
EquipmentAtServiceStation
CrockeryStationNo4
PlateB&BOnlySilverHolloware
PlateDessertOilandvinegarset
SugarbowlsParmesancheesejar
SaltandpeppersetsTomatoketchupetc
SilverCutleryMustardjars
ForkCaviarDoyleys
ForkDinnerMatches
ForkDessertRelevantcondiments
ForkcocktailOtherEquipment
ForkoysterMenuandwinelists
ForksnailServicetrays
KnifedinnerRoundservicetrays
KnifedessertServicecloths
KnifeB&BCaptain’sorderpads
KnifesteakAshtrays
KnifefistToothpicksandholders
KnifecaviarNapkins
SpoonserviceCocktailnapkins
SpoondessertWaterjugs
SpoonNouvellecuisinePeppermill
PROCEDURES:
(continued)
SpoonsoupSilverwinecoasters
Spooncoffee/tea
Spoondemitasse
Spoonparfait
Spooncaviar
Tongssnail
Laddelsauce
Cakeserver
1.Thereplenishmentoftheservicestationsshouldbeanongoingprocess.Itemsarereplacedastheyareused.
2.Mise-en-placefortheservicestationhastobewellthoughtout.
3.Makesurethatthefullrangeofflatwareshouldbeattheservicestations.
4.Thereshouldbeanadequatestockofnapkinsandashtraysforservices.
5.Therunnerbringseverythingtotheservicestationandthestationcaptainorwaitertakesitfromthestationtotheguesttableorgueridon.
6.Thetopofthestationshouldalwaysbekeptclearandclearedofsoileditemsbytherunner.
7.Theservicestationshouldalwaysbekeptcleanattheendoftheservice.
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 餐饮部FOOD BEVERAGE DEPARTMENT10171190 餐饮部 FOOD