1、STANDARD OPERATION PROCEDURES标准操作程序标准操作程序FOOD & BEVERAGE餐饮部香格里拉酒店香格里拉酒店目录目录 ContentsHow to clear soiled dishes怎样清洁脏盘子How to clear and reset table怎样清洁及重新摆台How to present bills怎样给客人呈帐单How to polish glass ware 怎样擦杯子How to hold plate 怎样拿盘子How to balance large food tray怎样拿食品托盘How to balance beverage roun
2、d tray 怎样拿酒水托盘How to handle wrong order 怎样处理点错单How to present food 怎样服务食品How to handle guest complain 怎样处理客人投诉How to check guest satisfaction 怎样检查客人是否满意How to serve tea ( tea leaves) 怎样服务茶（茶叶） Where should dessert spoon & fork be when set up western table 当摆西餐台子时， 甜品叉及甜品勺应放在哪How to serve tea ( tea b
3、ag )怎样服务茶（袋茶）How to serve a cup of coffee怎样服务咖啡How to serve hot water 怎样服务热水How to serve hot milk 怎样服务热奶How to serve iced water 怎样给客人服务冰水Where should dessert spoon & fork be when set up western style table当摆西餐台子时， 甜品叉及甜品勺应放在哪？How to clean lazy susan怎样清洁转盘How to serve soft drink 怎样服务软饮How to bid fare
4、well to guest怎样感谢客人How to indicate staff how many person seat at this table ( C/G breakfast)怎样暗示员工这张台子有多少客人（ 咖啡苑早餐） How to present milk jug & sugar bowl when over one guest order coffee 怎样服务奶缸及糖缸当一个客人以上点咖啡时How to serve soup ( Chinese style) 怎样服务汤（中式）How to serve Chinese liquor 怎样服务中国白酒（ 茅台及五粮液）How t
5、o serve HuaDiao wine 怎样服务花雕酒How to serve an iced lemon tea 怎样服务冰柠檬茶How to lay table cloth for a round table 怎样铺圆桌桌布How to serve food on table where there is insufficient space 怎样服务食品当桌面没有足够的空间时How to hold tea pot when serving tea 怎样拿茶壶当服务茶时How to confirm guest reservation 怎样确认客人的预定How to present mil
6、k jug & sugar bowl when one guest order coffee 怎样服务奶缸及糖缸当一个客人点咖啡时How to set up reservation table怎样摆领位台How to pour beverage into glass 怎样倒 酒水How to change ashtray 怎样换烟缸How to indicate staff the seat be taken（ C/G breakfast） 怎样暗示员这张台子已经有客人了（咖啡苑早餐）How to present straw怎样服务吸管Hostess: How to stand领位的站姿How
7、 to stand at restaurant怎样站在餐厅里How to lay the napkin on guests lap怎样给客人铺餐巾How to serve hot towel怎样服务热毛巾。Where should water glass be when set up the table水杯应该摆放在哪？How to present menu to guest?应该怎样呈菜单给客人How to take beverage order怎样点酒水How to fold wet towel怎样叠湿巾How to open a bottle of wine怎样开葡萄酒How to gr
8、eet to guest 怎样和客人打招呼How to escort and lead guest(page 1 to 2)怎样给客人领位How to keep side station clean during operation in ball room怎样保持边台洁净当服务大宴会厅时How to serve buffet ( preparation) ( for banquet )怎样服务自助餐 （准备） （ 宴会厅）How to serve buffet ( for banquet )怎样服务自助餐 （ 宴会厅）How to serve western lunch/dinner (pr
9、aperation) (banquet)怎样服务西餐午餐/晚餐（ 准备） （ 宴会）How to serve western lunch/dinner (After guest coming sevice ) (banquet)怎样服务西餐午餐/晚餐（客人到达后的服务） （ 宴会）How to serve western lunch/dinner(serve the course) (banquet)怎样服务西餐午餐/晚餐 （服务套餐）（ 宴会）How to serve western lunch/dinner(after serve the course) (banquet)怎样服务西餐午餐
10、/晚餐 （服务套餐后）（ 宴会）How to serve cocktail reception 怎样服务鸡尾酒How to serve Chinese banquet( before serve food) 怎样服务中餐宴会（服务食品前）How to serve Chinese banquet( serve food) 怎样服务中餐宴会（服务食品）How to serve refreshment怎样服务茶歇Family style service 家庭型服务Serving whole fish (family style)服务整条鱼（家庭型服务）Serving whole fishProced
11、ure for Serving Whole Fish in PDRs / VIPs on the Lazy Susan or by Table Side on a Service Cart:给 PDRs / VIPs 在边台或服务车上服务整条鱼Dim sum service on trolley Method of Ordering: Procedure for Dim Sum Card Service:工作职责 :在推车上服务点心： 点单方法；点心卡服务程序Chinese tea service服务中国茶Communication during service（1）服务中的沟通（1）Comm
12、unication during service（2）服务中的沟通（2）Checking on service（一）服务中的检查Checking on service（二）服务中的检查Adjust Table Setting for Correct Covers根据正确的人数调整摆台Procedure for Cleaning Table:收拾桌面程序How to serve condiments怎样服务调料How to clean and dust chair怎样擦椅子How To Provide Tea Service怎样服务茶what should we check before ups
13、ell items 在推荐产品前应检查什么How To take tea order怎样点茶单How to repeat guest order怎样重复客人点单How should we do when guest has a speech(banquet staging point)当客人开始讲话的时候，我们应该怎么做（宴会服务过程中的要点）H0w do we portion food at the side station (banquet)我们应该怎样在边台分餐How to set up plated service table in banquet 怎样摆中餐台How to take
14、burger order 怎样点汉堡包How to clear the chairs of banquet怎样收椅子How do we set tray stand 怎样摆放托盘架How to clean pepper and salt shaker怎样清洁胡椒及盐盅How to refill pepper and salt shaker怎样添加胡椒及盐How to pickup bread items 怎样准备面包TASK :When do we upsell dessert 什么时候推荐甜品How to upsell dessert 怎样推销甜品How to clean and dust
15、chair怎样清洁椅子How to handle enquiries over the phone 怎样处理客人的电话问讯How to inform guest of daily specials/promotional items怎样向客人介绍每日特介/促销品种How to clean sugar bowl怎样清洁糖缸How to serve Chinese banquet( before food coming)怎样服务中餐宴会（食品到来前）How to clear table ?如何清除桌面？PDR service ( guest history)包间服务（客史资料）PDR servic
16、e (Menu)PDR 服务（菜单）PDR service (Staff preparation )PDR 服务（员工编制）How to open champagne 怎样开香槟酒SHANGRI-LA HOTELSTANDARD OPEATION PROCEDURE香格里拉饭店香格里拉饭店标准操作程序标准操作程序DEPARTMENT: F&B 部门部门 :餐饮部餐饮部 JOB TITLE: All staff 职务职务 : 所所 有服务员有服务员TASK NO: 01号码号码 : 01TASK : How to clear soiled dishes工作职责工作职责 : 怎样怎样 清洁脏盘子清
17、洁脏盘子EQUIPMENT REQUIRED: 所需设备所需设备 : WHAT TO DO内容内容HOW TO DO IT程序程序WHY目的目的Approach guest tableAsk for the permission to remove the dish from the tableRemove the dishes Discreetly leave the tableObserve guest after he has finished the foodSay : excuse me, sir/ madam , may I clear yourRemove the soiled
18、dishes from the right hand side of the guestEnsure that is done quietly and neatly .Practice the 3 “s” , this is : scrape, separate , stack.* Do not try to clear too many dishes at one time , go a second and third time if necessary .* Do not clear more than 3 plates at a time Inform guest that we wi
19、ll serve him / herApproach from right side of guest , present your right leg forward and slightly bendFor the safety and less breakagePREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTELSTANDARD OPEATION P
20、ROCEDURE香格里拉饭店香格里拉饭店标准操作程序标准操作程序DEPARTMENT: F&B 部门部门 :餐饮部餐饮部 JOB TITLE: All staff 职务职务 : 所所 有服务员有服务员TASK NO: 02号码号码 : 02TASK : How to clear and reset table工作职责工作职责 : 怎样怎样 清洁及重新摆台清洁及重新摆台EQUIPMENT REQUIRED: 所需设备所需设备 : WHAT TO DO内容内容HOW TO DO IT程序程序WHY目的目的Approach guest tableStack the dishes Clear the
21、tableAfter guest leaves approach guest table with trayHold the tray with left hand and clear with the free hand Stack the soiled dishes neatly on the tray to maximize the space * Do not over stack clear the napkin first , followed by the glasses the plates* Go 2 to 3 times if it is not possible to c
22、lear every thing at once .* If you use table cloth in the restaurant , complete bare table top should never be shown in point of guest or during operation To prevent accidents and breakagePREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNA
23、TURE/ DATE职位: 签字/日期SHANGRI-LA HOTELSTANDARD OPEATION PROCEDURE香格里拉饭店香格里拉饭店标准操作程序标准操作程序DEPARTMENT: F&B 部门部门 :餐饮部餐饮部 JOB TITLE: All staff 职务职务 : 所所 有服务员有服务员TASK NO: 03号码号码 : 03TASK : How to present bills工作职责工作职责 : 怎样怎样 给客人呈帐单给客人呈帐单EQUIPMENT REQUIRED: 所需设备所需设备 : WHAT TO DO内容内容HOW TO DO IT程序程序WHY目的目的Whe
24、n guest ask for the bill Print the bill Place the bill in a bill folder Approach guest table Give the bill to guest Answer with a smile and note the table number Print the check and check the table number , and the number of pax is correct Say : excuse me, sir / madam , open the bill folder in front
25、 of guest , allow the time to check .Paying by cash: Receive money from guest then post to infrasys machine Paying by credit card :Run credit card through EDC to get the authority number, let guest confirm and sign the bill compare the signature on the bill with the signature on the cardSigning to r
26、oom :Give the bill to guest and ask to sign name , room number after he confirms . enter to infrasy after check the billThe first copy of the bill and receipt must be given back to guest .If the guest pays by credit card, we should keep the original signature give the copy to the guest after signing
27、 PREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTELSTANDARD OPEATION PROCEDURE香格里拉饭店香格里拉饭店标准操作程序标准操作程序DEPARTMENT: F&B 部门部门 :餐饮部餐饮部 JOB TITLE: All staff 职务职务 : 所所 有服务员有服务员TASK NO: 04号码号码 : 04TASK : How to
28、 polish glass ware 工作职责工作职责 : 怎样怎样 擦杯子擦杯子EQUIPMENT REQUIRED: 所需设备所需设备 : WHAT TO DO内容内容HOW TO DO IT程序程序WHY目的目的1 Prepare glass cloth 2. wet the glass ware3. Prepare polish the glass ware 4. repeat the process necessary Hold the base of the glass and cover with glass clothPlace the glass above the surf
29、ace of steaming hot water allowing condensation to form Hold the glass 1 inch above the hot watr and ensure vapour covers the whole of the inner glass Gently and carefully push the cloth into glass Using the 3 middle fingers and thumb outside.Hold the glass under the light above eye level and check
30、for any stains , film, cracks and chips Only get wet can clean the glass To check the glass if clean or notPREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTELSTANDARD OPEATION PROCEDURE香格里拉饭店香格里拉饭店标准操作程序标
31、准操作程序DEPARTMENT: F&B 部门部门 :餐饮部餐饮部 JOB TITLE: All staff 职务职务 : 所所 有服务员有服务员TASK NO: 05号码号码 : 05TASK : How to hold plate 工作职责工作职责 : 怎样拿盘子怎样拿盘子EQUIPMENT REQUIRED: 所需设备所需设备 : WHAT TO DO内容内容HOW TO DO IT程序程序WHY目的目的Check personal hygiene Pick up plate Ensure hands are clean Fingernails are neatSingle plate
32、: Held between the thumb over the ege and the first two fingers of the left hand under rim.Two plates: First held as above, second held by third and little finger under rim & supported on top of wrist & forearm.Three plates: First in single plate grip, second held under first & supported by second ,
33、 third and little fingers.third plate supported by the edge of the second plate, top of wrist & forearm. Extra support canbe given to third plate by the little finger.Hygiene PREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位:
34、 签字/日期SHANGRI-LA HOTELSTANDARD OPEATION PROCEDURE香格里拉饭店香格里拉饭店标准操作程序标准操作程序DEPARTMENT: F&B 部门部门 :餐饮部餐饮部 JOB TITLE: All staff 职务职务 : 所所 有服务员有服务员TASK NO: 06号码号码 : 06TASK : How to balance large food tray工作职责工作职责 : 怎样怎样 拿食品托盘拿食品托盘EQUIPMENT REQUIRED: 所需设备所需设备 : WHAT TO DO内容内容HOW TO DO IT程序程序WHY目的目的Place tr
35、ay Load tray Pick up tray Place tray on proper counter or tray stand Heavy items on the side of tray resting on shoulder Maximize space by stacking similar flatware utilize as under liners eg. Saucers of soup cups.Pull out tray slightly using right hand Place left hand under center of traySpread fin
36、gers as wide as possible without any strain or discomfort Lift tray too waist level , with right hand assisting the balance Raise tray to shoulder levelTurn body to rest right rear end of tray on left shoulder For the safety and balance Save space and for avoiding breakage PREPAREED BY: Jimmy Lei起草人
37、:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTELSTANDARD OPEATION PROCEDURE香格里拉饭店香格里拉饭店标准操作程序标准操作程序DEPARTMENT: F&B 部门部门 :餐饮部餐饮部 JOB TITLE: All staff 职务职务 : 所所 有服务员有服务员TASK NO: 07号码号码 : 07TASK : How to balance beverage round tra
38、y 工作职责工作职责 : 怎样怎样 拿酒水托盘拿酒水托盘EQUIPMENT REQUIRED: 所需设备所需设备 : WHAT TO DO内容内容HOW TO DO IT程序程序WHY目的目的Pick up the tray Carry tray Balance tray Pick up items to place in tray Move towards table Slide tray from counter onto left hand Left hand , fingers slightly arched Spread fingers as wide as possible wit
39、hout any strain And discomfort Place center of tray on palm of left hand Heavy items in the center Taller items to be placed on the outer edge of tray at position 6:009:00 Always maximize space by grouping items where possible * all cutlery on a portion of tray comfortably away from body close to bo
40、dy to reduce load and for safety For the balance For the balance PREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTELSTANDARD OPEATION PROCEDURE香格里拉饭店香格里拉饭店标准操作程序标准操作程序DEPARTMENT: F&B 部门部门 :餐饮部餐饮部 JOB TITL
41、E: All staff 职务职务 : 所所 有服务员有服务员TASK NO: 08号码号码 : 08TASK : How to handle wrong order 工作职责工作职责 : 怎样怎样 处理点错单处理点错单EQUIPMENT REQUIRED: 所需设备所需设备 : WHAT TO DO内容内容HOW TO DO IT程序程序WHY目的目的Approach guest table 走到客人桌前Pick up items from the guest 把菜从客人的桌子上撤下来Serve guest 服务客人Say ; excuse me, sir/ madam. May I hel
42、p you? 说：“打扰了，先生/女士，我可以帮您吗？Listen carefully and attentively to the complain 认真诚恳地倾听客人的意见。Say : Im sorry about it , we will have it changed 说：“我很抱歉，我会给您更换。Send it back to the kitchen and explain to the chef about the wrong order 返到厨房，向厨师解释原因。When the items is ready . pick up the correct item当新菜做好后，拿起
43、。Ensure the item is correct one 保证这次是正确的。Say : this is your I am terribly sorry for the incident , hope you enjoy your .说：这是您的菜，我非常抱歉，希望您能享用Guest will know we care about it 客人将知道我们很关心这件事。No arguments between staff and kitchen , serve guest request. Discuss after service if necessary 厨师和服务员不可以争吵，服务客人
44、后在讨论。PREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTELSTANDARD OPEATION PROCEDURE香格里拉饭店香格里拉饭店标准操作程序标准操作程序DEPARTMENT: F&B 部门部门 :餐饮部餐饮部 JOB TITLE: All staff 职务职务 : 所所 有服务员有服务员TASK NO: 09号码号码 : 09TASK : Ho
45、w to present food 工作职责工作职责 : 怎样怎样 服务食品服务食品EQUIPMENT REQUIRED: 所需设备所需设备 : WHAT TO DO内容内容HOW TO DO IT程序程序WHY目的目的Prepare round tray 准备圆托盘Pick up food 拿食品Move to guest table 走到客人桌前Serve to guest 给客人服务To ensure the tray is clean and dry with Shangri.la paper 保证托盘是干净的，干燥的，并有香格里拉垫纸。When food is ready , che
46、ck the presentation of the food at pantry area 当食品做好后，在出菜口检查菜的出品。Carry the tray by left hand 用左手拿托盘。Brisk walking pace 精神饱满。Correct table No.正确的桌号。Serve from right ( where possible)（有可能的话）从右面给客人服务。Approach from right , extend forward right leg 从右面接近，右脚前迈一小步。Say : excuse me, sir/ madam , this is your
47、 ( the name of the food ) . enjoy it please说：“打扰了，先生/女士，这是您的（告诉客人菜名），请慢用。Leave with smile 微笑离开。To ensure the plate is clean and no impurity in the food 保证盘子是干净的，食品没有杂质。PREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期S
48、HANGRI-LA HOTELSTANDARD OPEATION PROCEDURE香格里拉饭店香格里拉饭店标准操作程序标准操作程序DEPARTMENT: F&B 部门部门 :餐饮部餐饮部 JOB TITLE: All staff 职务职务 : 所所 有服务员有服务员TASK NO: 10号码号码 : 10TASK : How to handle guest complain 工作职责工作职责 : 怎样怎样 处理客人投诉处理客人投诉EQUIPMENT REQUIRED: 所需设备所需设备 : WHAT TO DO内容内容HOW TO DO IT程序程序WHY目的目的Approach guest
49、 table and introduce yourself 走到客人桌前介绍自己Take guest aside if possible 如果可能的话，把客人带到边上Listen to the guest 倾听Apologize道歉Show concern / service recovery Take immediate action补救，马上行动Greet guest by the name if possible . Say : good morning/ afternoon/ evening sir/ madam , my name is如果知道客人的姓名用姓名称呼他：“早上好/下午好
50、/晚上好先生/女士。我叫”Take guest to the office , somewhere quite or the closed section of the outlet 把客人带到办公室或离餐厅较近的安静的地方。Do not interrupt guest while he is taking .Listen attentively，Show empathy 当客人说话的时候不要打断他，认真倾听，表示出你的关心。Say : I deeply regret that this has happened 说：“非常抱歉发生种事情。Say : thank you for bring t
