1、FOOD&BASED STANDARDS餐饮基础标准餐饮基础标准FOOD & BEVERAGE餐饮部餐饮部SBHI FBBS SERIES-200701 by TCFor Update the Shangri-La MQS & Non NegotiablesDepartment/NumberPoint ValueHotel Type2007 F&B Brand Standards - 07/01/07EffectiveDateH.00.00.00 FOOD & BEVERAGEH.01.00.00 RESTAURANT & BEVERAGE VENUE SERVICEC H.01.01.01G
2、reet and Seat Times:- In restaurants, all guests are welcomed at the entrance within 10 seconds of arrival. Guests are greeted warmlywith good eye-contact. In bar/lounge, guests are acknowledged within 15 seconds.当到客人到达餐厅入口的第一时间 ,10 秒内必须与客人进行欢迎，或者在15妙内必须目光交流以及示意客人 , 并热情的问候客人 . - Guests are escorted(
3、陪同) and seated within 2 minutes of arrival, if seating is available. Menus and wine lists (whereappropriate) are presented immediately at all meal periods.客人到达后两分钟内 , 要引领客人到有空位的座位 , 并立即递上菜单和酒水单 ,- At breakfast, guests are presented with a menu if dont want to have the buffet.早餐时 , 如果客人没有意向用自助餐，必须30妙
4、内要给客人递上早餐散点菜单- At breakfast, server approaches table with coffee pot in hand. within 30 seconds after guest seating早餐时 , 客人入座后30妙内必须在桌边给客人服务咖啡 或茶- At lunch, menus，drink list are presented immediately upon being seated.午餐时 , 领客入位后应立即递上菜单 和饮料单- At dinner, Menu, drink list & wine list and menus are pre
5、sented immediately upon being seated. each table need to suggest guest for “Wine of Shangri-La”晚餐时 , 领客入位后马上递上菜单和饮料单和酒单- Table settings are adjusted to the number of guests at the table for all meal periods，客人用餐时按照客人位数调整餐具C H.01.02.01Suggestive Selling(启发销售启发销售):启发销售启发销售- All servers are trained so
6、that they are knowledgeable of and able to explain the entire（全部） menu. Servers are ableto make recommendations.所有服务员必须通过培训以致有丰富的知识 , 能够解释菜单 , 并使用推销技巧 . - Servers offer the guests a beverage at all meal periods on the first approach to the table. At breakfast, serveroffers orange juice, at lunch ser
7、ver offers bottled water and at dinner server offers wine. At dinner, bottled water isoffered to the table before leaving with the entree orders.客人用餐期间 , 服务员要第一时间给客人服务酒水 , 早餐时提供橙汁服务 ,午餐时提供瓶装的水 , 晚餐时提供红酒 , 在点完主菜后 ,给客人服务瓶装水或冰水 - In venues（集会/场所） serving beverages servers are able to explain drink prep
8、arations, vintages and any special beveragepromotions upon request.在提供酒水的集会时服务员能够说明提供的酒水饮料 .C H.01.02.02 1 If bottled water is not ordered, ice water is offered or served automatically (within local restrictions and divisionalrequirements - this is required for North America) when patrons are greete
9、d by the server.如果客人没有点矿泉水, 服务员将主动服务冰水C H.01.03.01Delivery Times:- Breakfast course is delivered within 10 minutes of ordering. Guests are able to complete their breakfastexperience in less than 30 minutes start to finish.早餐在点单后十分钟内全部的菜要上齐 , 以便让客人能够在少于30 分钟的时间用完他们的早餐 .- Lunch course is delivered wit
10、hin 12 minutes of ordering.午餐的菜要在点单后12 分钟内上齐 .- Dinner entre is delivered within 20 minutes of ordering.晚餐的头盘在点单后20 分钟内上完- At lunch and dinner, first drink is delivered within 4 minutes of ordering. Specialty drinks may exceed this limit.午餐和晚餐 , 点单后的第一次饮料要在 4 分钟内服务完毕 .特别的饮料可允许超出这个时间限制 .- In beverage
11、 venue, drinks are to be delivered to the table within 3 minutes of order and at the bar, within 2minutes of order. Specialty drinks may exceed this limit. 在酒吧 ,饮料要在点单后 2 至 3 分钟内服务到桌上 . 特别的饮料可允许超出这个时间限制.- In beverage venue, food items (not entrees) are to be delivered to bar/table within 15 minutes
12、of ordering.在酒吧 ,食品在点单后 15 分钟内上完 .C H.01.03.02 1 Fresh plates are provided for second service at buffets and salad bars.自助餐台和沙拉吧应及时提供干净的盘子.D S H.01.03.03S 5 Server/bartender makes corrections without hesitation and resolves problem using the Wow Recovery System,服务员和吧员要使用 wow 系统正确的毫不犹豫的去解决问题 , 履行香格里拉
13、的服务承诺 .C H.01.03.04 1 Server/bartender is attentive（专注）, uses guest name if known, anticipates guest needs, discreetly（谨慎） asks about the guests experience and thanks the guest for dining at the outlet.服务员和吧员必须专注称呼客人姓名 , 预计客人的需要 , 并认真谨慎听取关于客人的反馈 , 同时谢谢客人来酒店用餐.C H.01.04.01Beverage Service:酒水服务酒水服务- C
14、orrect style of glassware is used for each beverage.不同的酒水要正确的使用相应的杯子.- Mixed drinks are served with a stir stick.混合饮料要配有搅拌棒.- Drinks are appropriately garnished.饮料要给予适当的装饰- In select cases, glassware is chilled to properly serve the drink.根据情况 , 服务酒水时正确使用冰镇杯子.- Cocktails are prepared using the hotel
15、s pour policy (measuring device is used; no free-pouring is allowed) andstandard beverage recipes.能够正确的使用酒店的调酒用具和标准的调酒方法来制作鸡尾酒.- Glassware is handled by the stem（茎） or base（底）.使用杯子时要拿杯柄或从底部拿 .- Wines by the bottle are presented and opened at the table for host sampling and approval before serving to
16、other guests; ladies are served first, then gentlemen, clockwise（顺时针）, ending with the host.服务红酒前 , 先拿酒给客人确认 , 标识要对着客人 ,经过客人 确认后在桌上打开酒 , “ 先女士后男士 , 顺时针方向, 最后才是主人”.- Wine and beer are served at the proper temperature; server offers to place chilled wine in a bucket（冰桶）. Beer isserved at the appropria
17、te temperature per regional standards.红酒和啤酒的服务都有适当的温度 , 需要冰冻酒类要提供冰桶服务 , 夏天服务啤酒时温度必须在6度，冬天温度在8度。Department/NumberPoint ValueHotel Type2007 F&B Brand Standards - 07/01/07Effective DateC H.01.05.01Providing the Check:提供帐单：提供帐单：- At breakfast, the server places the accurate breakfast check on the table
18、when the entre is served or whenguest returns from the buffet table (does not apply to resorts).早餐时候，服务员在上主菜或者客人从自助餐台回来时，准确的将帐单放在桌上（不适用于度假酒店）- At lunch and dinner, the server places the accurate（准确） check once guests have finished dessert and coffee course.午餐晚餐期间，客人喝完咖啡或用完甜品时，服务员得把准确无误的帐单呈上- All che
19、cks are clean, accurate, free of stains. Checks are presented in a folder; a plastic tray is not used.所有帐单，必须保持干净，准确，没有污渍，帐单放置帐夹中，不得使用塑料托盘C H.01.06.01Clearing Tables:清洁餐桌：清洁餐桌：- All glasses, dishes and flatware are cleared as courses are finished.所有玻璃器皿，碟子、餐具在用餐结束之后必须立即撤收(New 所有早餐用餐时,客人使用过的餐具等,必须实时更
20、换干净餐具给顾客.- In beverage venue, guest is offered further service upon near completion of beverage.在酒水部，当顾客将要喝完饮料时，酒吧将提供给客人下一个饮料的服务- Glasses are cleared as guest is finished. Empty glassware is removed before new beverage is served.客人和完东西后收掉杯子，空杯子在新的酒水端上前要撤走-Where law does not prohibit（禁止） smoking, ash
21、trays are changed prior to each course and additionally as required.当不禁止吸烟时，在每道菜上之前换烟灰缸，有额外需求时也要换C H.02.01.01 1 Every restaurant offers Non-smoking (where permitted by law) and non-smoking sections. Local regulations withregard to size and location are met.所有餐厅提供非吸烟区（视当地规定许可时），地点和 空间大小将根据餐厅具体情况来决定C
22、H.02.01.02 1 Tables and chairs are clean, well maintained（维护） and stand firm/do not wobble（摇晃）. All items on the tabletop are consistent and cohesive（粘连） with the theme（主题） of the outlet. Dinner tabletop setting is distinguishable（区别） from breakfast and桌子和椅子保持干净，固定不能摇晃，所有桌子上的物品和 餐厅主题相关联晚餐摆台和 早餐午餐区分开
23、来lunch.C H.02.01.03 1 Plants and planters are maintained in good condition and free of debris（残骸）. 植物和花瓶保持良好的环境，必须没有残骸C H.02.02.01 1 Table settings are clean and uniform throughout the restaurant.整个餐厅的餐桌摆台应是干净一致C H.02.02.02 1 Linen tablecloths, placemats, napkins, service cloths and banquet skirting
24、 are clean, and free of holes, tears,Frayed（磨损） edges and stains（瑕疵）. paper 桌布，台垫，口布，服务毛巾和宴会台裙都 要保持干净，没有洞，撕开磨损,毛边和瑕疵D S H.02.02.02S 1 Tables are covered with either a tablecloth or placements. High quality placemats can be used forbreakfast and lunch periods. Tablecloths and dinner placements must b
25、e linen. Set up is appropriate to the restaurant style.餐桌上只能摆放桌布和台垫，优质的纸制台垫可适当用于早午餐时摆放，晚餐的垫子必须是布草，摆放必须和餐厅风格搭配C H.02.02.03 1 When used, placemats are clean, not torn, wet or marked, and are replaced with each setting.使用的台垫应该是干净的，完好的，湿的或是有印渍的，应立即更换C H.02.02.04 1 Flatware (stainless steel, minimum 18/1
26、0), china and glassware are polished, clean and free of spots, fingerprints,chips and cracks.餐具、瓷具和玻璃餐具擦的发亮，干净，没有污点，指纹，缺口和裂痕C H.02.02.05 1 Salt and pepper shakers are filled, clean, in good condition and placed on each table. Salt substitute（替代品） and pepper mills are available upon request.盐和胡椒是满的，干
27、净良好状况放在每个桌子上，盐代替品和胡椒磨粉机在客人需要时可提供C H.02.02.06 1 Ashtrays are in good condition and used in smoking sections; logod matches are available. When used, ashtraysare changed prior to each course, and additionally as required.烟灰缸保持干净，只能在吸烟区使用，酒店的火柴随时准备好，在每道菜上之前换上新的烟灰缸，其他时候是需要更换时根据情况C H.02.02.07 1 Candle gl
28、obes are clean, free of wax and cracks, and resistant to tipping（倾倒）.蜡烛台保持干净没有蜡粘在上面和裂痕，并预防倾斜C H.02.02.08 1 If liquid-based fuels are used for tabletop lighting, they are single-use, wicked paraffin（石蜡） oil-based.如果餐桌照明使用液体燃料，以石蜡灯心为主，只能单独使用C H.02.02.09 1 Plants, flowers and/or food props made of plas
29、tic are not used anywhere in the hotel.塑料制作的植物，花和食品的装饰在酒店的任何地方都禁止使用C H.02.03.01 1 Paper cups and plates are only used indoors for To Go items or for poolside service. Paper napkins are neverused for indoor banquet functions (except for cocktail napkins) unless the theme specifically requires them.纸杯
30、和纸盘只能在餐厅外带物品或泳池边的服务中使用，纸巾决不用在室内大型宴会上（除了鸡尾餐巾纸或主题特别需要它们）C H.02.04.01 1 All menus are concise（简明） and consistent with the theme of the restaurant. All menus have a contemporary（当代） and professionally produced appearance. Menus are free of dirt, stains and worn edges.所有菜单都简单明了紧扣餐厅主题，所有的菜单都以现代的和专业的面貌呈现De
31、partment/NumberPoint ValueHotel Type2007 F&B Brand Standards - 07/01/07Effective DateH.03.00.00 FOOD, BEVERAGE AND MENU STANDARDSD S H.03.01.01SMenus include the following:菜单包括一下的内容- Printed on superior quality paper (laminated（层压，薄板） menus are not acceptable).必须印刷于高质量纸上(用薄板作的菜单是不允许的)- Menu type fon
32、t size is at least 12 point (large enough to be easily read).菜单字体至少在12 “ 以上(要足够大于便于阅读)- Menu content is diverse and extensive（广泛）.菜单内容要多样化和广泛- Menu items are adequately（充分） described with clear and specific language.菜单项目要用整洁, 具体的语言充分描述- Subjective（主观形容） adjectives are not used. Menu content complied
33、 with truth-in-advertising（广告） laws.主观形容是不能用的, 菜单内容要依照 “ 真实性广告” 的法令The Shangri-La Food and Beverage program is currently under review. Please contact Brand Operations for further information.香格里拉的食品和饮料是经过严格核查的, 如想了解更多的信息,请联系 “SFSMS “AP/TBAC H.03.01.02 1 Vegetarian entre menu items are available.素食者的
34、菜单是需要提供的C H.03.01.03 1 Childrens menu items are available.儿童菜单是需要提供的C H.03.01.04 1 All food advertised on the menu and served must be purchased from approved suppliers and prepared inaccordance with U.S. Department of Agriculture regulations, and every meat and poultry（家禽） item must be identified（识别
35、）with a federal inspection stamp. Meat must be Grade A Choice or better. Dairy products and frozen producemust meet U.S. Grade A or equivalent. In Canada, all food served must be purchased from food productsuppliers who are federally inspected and approved. The suppliers must have documentation on f
36、ile that supportsthis statement and all packaged products must reference this seal of approval.所有菜单上和所服务的食品必须从被认证的供货商处购买 , 并且依据美国农业部规定准备, 任何肉类和家禽必须有联邦检验标记识别 ,肉类是有 A 级或以上, 奶制品和冷冻制品必须是 A 级或同等级的, 在加拿大 , 所有食品必须是从联邦检验和认证的食品供货商购买 , 供货商必须有提供这些物品报告的文件, 并且袋装食品必须参考这些准许标记 , (At Asia Pacific properties country-
37、specific regulations apply.)C H.03.02.01 1 A minimum of two bottled waters is offered - one sparkling and one still.至少两瓶水可以提供- 一瓶带气泡和一瓶蒸馏C H.03.02.02 1 A minimum of not-from-concentrate（浓缩） orange juice is used.至少一种非浓缩型橙汁是可以提供C H.03.02.03 1 An assortment of premium soda products is offered.一种苏打型饮品是可
38、以提供的C H.03.02.04 1 Beer offering includes a minimum of two imported and three domestic beers. Where appropriate, one is on tap.As markets dictate, local microbrews（酝酿） are included.啤酒的提供包括两种进口啤酒和三种国产啤酒D S H.03.02.05S 1 Minimum wine by the glass offerings include the following: Chardonnay, White Zinf
39、andel, Cabernet Sauvignon，Merlot, Pinot Grigio.可以以杯提供的酒包括 : 沙当尼,白真方达,加本利苏维翁,梅洛,黑皮诺D S H.03.02.06S 1 Wine is served (where legal) by the bottle, half bottle and glass with selections presented in a wine menu that may be part of the food menu. Where half bottle selections are very limited or unavailab
40、le, the selections of wines bythe glass must be increased to compensate. In addition to the selections of Chardonnay, White Zinfandel,Cabernet Sauvignon and Merlot, premium selections of Cabernet Sauvignon and Merlot are offered.酒类服务在菜单中的酒水单里分全瓶 , 半瓶和杯装选择 ,半瓶的提供可以酌情提供 . 杯售的选择酒必须可以续杯售卖 , 除了, Chardonn
41、ay, White Zinfandel, Cabernet Sauvignon and Merlot 的选择之处 . 续杯必须加钱,选择的Cabernet Sauvignon and Merlot 是提供的D S H.03.02.07S 1 Liquor offering includes internationally requested and recognized name brand beverages. Only premium branded well and back bar spirits are served (no generic（类别） brands are accept
42、able). Liquor offering must also include fivecognacs or brandies and five liqueurs. Traditional blended drinks, cocktails and a selection of both alcoholic andnon-alcoholic drinks are offered. Liquor drinks and cocktails have a one oz. measured pour of liquor.餐后酒的提供包括有国际认证商标品牌的饮料 , 传统的调和饮料 , 鸡尾酒含酒精和
43、不含酒精的饮料是可以提供的 .C H.03.03.01 1 Coffee (regular and decaffeinated) is freshly brewed and served with cream and milk selections.散点咖啡必须是现磨的 , 并且可以选择配奶油和牛奶D S H.03.03.01S 5 C H.03.03.02 1 Full fat, lowfat and skim milk and one dairy substitute（牛奶替代品） are available for coffee.全脂 , 低脂和脱脂牛奶和牛奶替代品是可以配咖啡的 . C
44、 H.03.03.03 1 Varieties of regular, herbal and decaffeinated teas are available. A minimum variety of four teas is available.香草和低咖啡因的茶是可提供的 , 高级的传统中国红、绿、乌龙、香片茶是可提供的 D H.03.03.04S 1 Sugar and (2) sugar substitutes - Splenda and aspartame or saccharine - are placed on the table prior to coffeeand tea
45、service.糖和糖的替代品-Splenda 和 asprtarne 或 saccharine 是放在桌上用来配茶和咖啡的 .Department/NumberPoint ValueHotel Type2007 F&B Brand Standards - 07/01/07EffectiveDateC H.03.04.01 1 Foods are served at the appropriate temperature (hot food is served hot and cold food is served cold). Cold foodand drinks are never se
46、rved on warm plates or in warm glassware.食物在适当的温度被保存 , 冷的食物和饮料决不得摆放在热的碟子里或盛放在热的玻璃餐具里.C H.03.04.02 1 Food appearance（外观） is consistent with menu descriptions and is prepared as ordered.食品的展示应于写与菜单上的描述一致,并且被依样准备C H.03.04.03Appropriate condiments are served with all items. Condiments served meet the fo
47、llowing standards:适当的佐料被用到项目中 . , 佐料的使用有下列的一些标准 , - Ketchup in three meal restaurants is served in full-sized bottles and is a recognized international brand.番茄酱在全日餐厅中整瓶服务,并且是公认的国际商标 .- Ketchup in specialty restaurants is served in ramekins.在专门的餐厅番茄酱可以在小容器中服务给客人- Ketchup for In-Room Dining is served
48、 in individual tamper-proof（防晃，震动装置）, sealed（密封） glass jars of at least 1.75 ounces.在客房中使用的番茄酱应该不低于在客房中使用的番茄酱应该不低于1.75盎司盎司 ,密封装在密封装在 防震的容器中防震的容器中 .- A minimum of two kinds of mustard is available.两种最少量的芥末是可以提供的- Syrups are served in portion sizes of at least two (2) ounces.每份糖浆服务不得低于两盎司- A selection
49、 of four salad dressings, including vinaigrette and a low-fat dressing is available.四种沙拉配的汁 , 包括油醋汁和低脂类汁的搭配D S H.03.04.04SButter and butter substitutes are served at the proper temperature and meet the following requirements:黄油和黄油替代品应该在适当的温度和符合下列需求的情况下使用- Margarine or butter substitute (low choleste
50、rol) is available.黄油替代品或人造奶油是可提供的- Unsalted butter is available.淡味黄油是需要提供- Foil-wrapped（锡包） butter is not served in restaurants or In-Room Dining, except where legally mandated.锡包黄油在餐厅或客房用餐中是不使用的 , 除了法律合允许或者特殊豪华宴会中专制品C H.03.05.01 1 Garnishes are appropriate to the beverages offered.D S H.03.05.02S 1
