1、餐餐饮饮部部标标准准操操作作程程序序皇皇冠冠假假日日酒酒店店FNB SOP Task List FNB-001FNB-001WEEKLY DUTY ROSTER PROCEDUREFNB-002FNB-002ANSWER TELEPHONE PROCEDURE FNB-003FNB-003TAKINGTAKING TABLETABLE RESERVATIONRESERVATION (PHONE)(PHONE) PROCEDUREPROCEDUREFNB-004FNB-004GREETING AND SEATING OF GUESTS PROCEDURE FNB-005FNB-005BREAKF
2、AST CONTROL PROCEDUREFNB-006FNB-006PRESENTING MENUS PROCEDURE FNB-007FNB-007BOTTLEDBOTTLED WINEWINE ORDERSORDERS & & DISTRIBUTIONDISTRIBUTION - - PROCEDUREPROCEDUREFNB-008FNB-008WINE ORDER TAKING PROCEDUREFNB-009FNB-009SERVICE OF WHITE WINE PROCEDUREFNB-010FNB-010SERVICE OF RED WINE PROCEDUREFNB-011
3、FNB-011SERVICE OF CHAMPAGNE/SPARKLING WINE PROCEDUREFNB-012FNB-012SERVICE OF BOTTLED/CANNED DRINKS PROCEDUREFNB-013FNB-013SERVICE OF DRAFT BEER PROCEDUREFNB-014FNB-014SERVICE OF ICE WATER PROCEDUREFNB-015FNB-015SERVICE OF LIQUEURS PROCEDUREFNB-016FNB-016SERVICE OF MIXERS / MIXED DRINKS PROCEDUREFNB-
4、017FNB-017TAKING GUEST FOOD ORDER (A LA CARTE) PROCEDUREFNB-018FNB-018REPEATREPEAT GUESTGUEST ORDERORDER PROCEDUREPROCEDUREFNB-019FNB-019POSTING OF ORDERS PROCEDUREFNB-020FNB-020 COMPLETION OF TABLE SET-UP PROCEDUREFNB-021FNB-021 SERVICE OF BREAD & BUTTER PROCEDUREFNB-022FNB-022SERVICE OF SOUP PROCE
5、DUREFNB-023FNB-023SERVICE OF STEAK PROCEDUREFNB-024FNB-024 SERVICE OF PASTA PROCEDURE FNB-025FNB-025COFFEE SERVICE IN RESTAURANT PROCEDUREFNB-026FNB-026SERVICE OF DESSERT PROCEDUREFNB-027FNB-027SERVICE OF ICE CREAM PROCEDUREFNB-028FNB-028DIGESTIVE (AFTER DINNER) DRINK SERVICE PROCEDUREFNB-029FNB-029
6、ICE CUBE SERVICE PROCEDUREFNB-030FNB-030BUFFET TABLE TOP SETUP-PROCEDUREFNB-031FNB-031LABELING BUFFET DISHES PROCEDURE FNB-032FNB-032BOILED EGG SERVICE PROCEDUREFNB-033FNB-033CARVING SERVICE PROCEDURE FNB-034FNB-034SPOILAGE / WASTAGE PROCEDUR FNB-035FNB-035CLEARING - BUSSING OF SOILED WARES PROCEDUR
7、EFNB-036FNB-036BUFFET CLEARANCE PROCEDUREFNB-037FNB-037CLEARING TABLE DURING DINING (BUFFET) PROCEDUREFNB-038FNB-038CHINESE SIT DOWN TABLE TOP SETUP PROCEDURE EFNB-039FNB-039SETTLEMENT OF BILL 1 (CASH) PROCEDUREFNB-040FNB-040SETTLEMENT OF BILL 2 (CHEQUE) PROCEDUREFNB-041FNB-041SETTLEMENT OF BILL 3 (
8、ROOM ACCOUNT) PROCEDUREFNB-042FNB-042SETTLEMENT OF BILL 4 (CITY LEDGER) PROCEDUREFNB-043FNB-043SETTLEMENT OF BILL 5 (CREDIT CARD) PROCEDUREFNB-044FNB-044DEPARTURE OF GUEST PROCEDUREFNB-045FNB-045RESETTING TABLE AFTER CUSTOMER DEPARTURE PROCEDUREFNB-046FNB-046ROOM AMENITY DELIVERY PROCEDUREFNB-047FNB
9、-047ROOM SERVICE ORDER TAKINGFNB-048FNB-048ROOM SERVICE ORDER PREPARATION PROCEDUREFNB-049-2FNB-049-2ROOM SERVICE ORDER DELIVERY PROCEDUREFNB-049FNB-049ROOM SERVICE TRAY & TROLLEY COLLECTION PROCEDUREFNB-050FNB-050COLLECTING DOOR KNOB ORDERS PROCEDUREFNB-051FNB-051OUTLETOUTLET - - BANQUETBANQUET CLE
10、ANINGCLEANING PROCEDUREPROCEDUREFNB-052FNB-052BANQUET SIT DOWN INDIVIDUAL SERVICE - PROCEDUREFNB-053FNB-053BANQUET SEAFOOD SERVICE OPERATION- PROCEDUREFNB-054FNB-054BANQUET BUFFET BASIC PREPARATION PROCEDUREFNB-055FNB-055BANQUET FUNCTION FACE TOWEL SERVICE-PROCEDURE FNB-056FNB-056BANQUET VIP INTERVI
11、EW SERVICE OPERATION-PROCEDUREFNB-057FNB-057BANQUET BUFFET CLEARANCE PROCEDUREFNB-058FNB-058BANQUET BUFFET FINAL PREPARATION PROCEDUREFNB-059FNB-059BANQUET FOYER COFFEE BREAK SET-UP PROCEDUREFNB-060FNB-060BANQUET SIT DOWN SERVICE SEQUENCE - PROCEDURE FNB-061FNB-061BANQUET SIT DOWN BUFFET SERVICE-PRO
12、CEDUREFNB-062FNB-062CLEARANCE AFTER BANQUET FUNCTIONS PROCEDUREFNB-063FNB-063BANQUET BAR SET UP-PROCEDUREFNB-064FNB-064BANQUET INSTALLATION AND TUNNING OF PROJECTOR-MOBILE PROCEDUREFNB-065FNB-065BANQUET INSTALLATION TUNNING OF MICROPHONES-PROCEDUREFNB-066FNB-066REFILL OF BEVERAGES PROCEDUREFNB-067FN
13、B-067CHANGING OF ASHTRAY PROCEDUREFNB-068FNB-068CHANGINGCHANGING OFOF BONEBONE PLATESPLATES PROCEDUREPROCEDUREFNB-069FNB-069CHILDRENCHILDREN SERVICESERVICE PROCEDUREPROCEDUREFNB-070FNB-070 SPECIAL GUEST REQUEST (CAN DO SERVICE) PROCEDUREFNB-071FNB-071HANDLING GUEST COMPLAINTSFNB-072FNB-072HANDLINGHA
14、NDLING OFOF CORKEDCORKED / / BADBAD WINESWINES PROCEDUREPROCEDUREFNB-073FNB-073POLISHING CHINA, GLASS AND FLATWARE PROCEDUREFNB-074FNB-074INTER-BAR TRANSFER PROCEDUREFNB-075FNB-075LINEN EXCHANGE PROCEDUREFNB-076FNB-076OE BREAKAGE CONTROL PROCEDURE FNB-077FNB-077STEWARDING STORE REQUISITIONS PROCEDUR
15、E每每周周排排班班表表程程序序餐餐饮饮部部领领导导餐餐饮饮部部预预订订部部宴宴会会销销售售厨厨房房- -服服务务- -宴宴会会- -管管事事部部 准准备备每每周周入入住住率率预预测测表表准准备备每每周周宴宴会会/ /会会议议活活动动预预测测表表周周五五中中午午12:0012:00前前送送致致餐餐饮饮部部办办公公室室周周五五中中午午12:0012:00前前送送致致餐餐饮饮部部办办公公室室 收收集集预预测测表表 接接收收复复印印件件复复印印预预测测表表给给餐餐饮饮部部相相关关领领导导 根根据据生生意意情情况况制制定定每每周周排排班班表表 把把排排班班表表给给部部门门经经理理批批准准并并签签字字 复
16、复印印排排班班表表给给餐餐饮饮部部秘秘书书 接接收收所所有有部部门门的的复复印印件件 准准备备每每周周餐餐饮饮部部领领导导的的排排班班表表 把把排排班班表表给给餐餐饮饮总总监监批批准准并并签签字字 复复印印餐餐饮饮部部领领导导排排班班表表给给所所有有餐餐饮饮部部的的领领导导 整整理理一一套套各各部部门门完完整整的的排排班班表表存存档档 备备注注: :* * 附附上上一一份份餐餐饮饮部部排排班班表表. .* * 附附上上一一份份餐餐饮饮部部领领导导排排班班表表. .* * 标标准准: : 作作为为运运营营部部门门, , 排排班班表表可可根根据据生生意意情情况况随随时时进进行行改改动动. .编编号
17、号: : G001G001CROWNECROWNE PLAZAPLAZA CityCity CenterCenter ChangshaChangshaWEEKLYWEEKLY DUTYDUTY ROSTERROSTER PROCEDUREPROCEDUREF&BF&B DepartmentDepartment HeadsHeadsReservationReservation DepartmentDepartmentCateringCatering SalesSales Kitchen - Service - Banquet - Stewarding Prepare Weekly Occupan
18、cyForecast List Prepare Weekly Banquet /Function Forecast List Send to F&B Office beforeFriday 12pmSend to F&B Office beforeFriday 12pm Collect Forecast Lists Receive Copies Send a Copy to allconcerned F&B DepartmentHeads Prepare Weekly Duty Rosteraccording to BusinessRequirement Approve/Sign Duty R
19、oster Submit a Copy to F&BSecretary Receive all sectionscopies Prepare a Weekly F&B HeadsDuty Roster Get approval/signature fromDirector of F&B Copy F&B Heads Duty Rosterto all F&B Department HeadsKeep one Complete set ofall Sections Rosters forFiling Remark:Remark: * Attached one copy of F&B depart
20、mental duty roster. * Attached one copy of F&B heads duty roster. * Standard: As an operation department, duty rosters can be subject to last minute changes according to business needs. CodeCode : : 001E001E接接听听电电话话程程序序餐餐厅厅经经理理餐餐厅厅迎迎宾宾员员/ /主主管管餐餐厅厅男男/女女服服务务员员/实实习习生生电电话话响响三三声声内内必必须须接接听听微微笑笑/ /用用友友好好的
21、的态态度度接接听听电电话话接接听听电电话话用用语语:长长沙沙皇皇冠冠假假日日酒酒店店, ,舐舐香香啡啡厅厅, , 我我是是玛玛丽丽! 在在接接听听电电话话时时先先要要聆聆听听来来电电者者问问话话再再做做回回答答来来电电者者想想与与餐餐厅厅经经理理通通电电话话 来来电电者者想想预预订订 来来电电者者想想与与同同事事或或员员工工通通电电话话 应应该该说说: 刘刘先先生生, , ( (重重复复来来电电话话者者想想要要找找的的人人的的姓姓名名) ) 请请您您稍稍等等. . 感感谢谢您您的的来来电电!问问: : 可可以以告告诉诉我我您您的的姓姓名名吗吗? 倾倾听听来来电电者者讲讲话话并并委委婉婉回回绝绝
22、: 对对不不起起, , 我我们们酒酒店店规规定定员员工工在在上上班班时时间间内内不不能能接接听听私私人人电电话话. .感感谢谢您您的的理理解解! 按按住住等等待待键键问问: 王王小小姐姐, , 可可以以告告诉诉我我您您的的就就餐餐时时间间吗吗? 等等待待, , 直直到到来来电电者者挂挂掉掉电电话话 立立即即寻寻找找电电话话中中要要找找的的人人 问问: : 您您有有多多少少人人就就餐餐?挂挂掉掉电电话话 回回到到电电话话机机旁旁, , 再再按按一一下下等等待待键键问问: 可可以以告告诉诉我我您您的的联联系系电电话话吗吗? 把把电电话话给给所所找找的的人人 您您是是需需要要吸吸烟烟区区还还是是无无
23、烟烟区区?您您还还有有什什么么特特殊殊要要求求吗吗? 王王小小姐姐, ,我我重重复复一一下下您您的的预预订订好好吗吗? 我我们们将将会会为为您您保保留留预预订订最最多多延延长长3030分分钟钟. . 感感谢谢您您的的预预订订. .希希望望很很快快能能见见到到您您. . 再再见见.等等待待, 直直到到客客人人挂挂掉掉电电话话挂挂掉掉电电话话备备注注: :*为了尊重我们的客人, 酒店规定员工上班时间不能接听和拨打私人电话.* 主管级及员工不允许留言.*餐厅电话主要是为我们的客人服务所用.*不要占用电话线多余一分钟.编编码码: :002C002C出于礼貌, 不要偷听别人的私人谈话 .被人察觉到会被认
24、为没有职业道德 .大堂吧及咖啡厅的员工要用英语接听电话.清楚地重复预定,等待客人的同意.CROWNECROWNE PLAZAPLAZA CHANGSHACHANGSHAANSWERANSWER TELEPHONETELEPHONE PROCEDUREPROCEDURERestaurantRestaurant ManagerManagerRestaurantRestaurant GROGRO / / SupervisorSupervisor RestaurantRestaurant WaiterWaiter / / WaitressWaitress / / TraineeTraineePick-
25、upPick-up phonephone (maximum(maximum threethreerings)rings) SmileSmile / / useuse a a friendlyfriendly voicevoice whenwhenspeakingspeaking onon thethe phonephone Say:Say: CrowneCrowne PlazaPlaza CityCity CenterCenterChangsha,Changsha, SaltSalt andand Pepper,Pepper, MaryMaryspeaking!speaking! Listen
26、Listen toto speakerspeaker firstfirst beforebeforeansweringanswering SpeakerSpeaker requestsrequests toto speakspeak totorestaurantrestaurant managermanagerSpeakerSpeaker requestsrequests toto makemake a areservationreservationSpeakerSpeaker requestsrequests toto speakspeak toto a acolleaguecolleagu
27、e / / staffstaffSay:Say: Mr.Mr. LiuLiu (repeat(repeat requestedrequestedpersonspersons name),name), oneone momentmomentplease.please. ThankThank youyou forfor calling!calling!Ask:Ask: YourYour name,name, please!please! ListenListen toto conversationconversation andandrejectreject callcall friendly:f
28、riendly: II amamsorry,sorry, wewe dodo notnot allowallow staffstaff tototaketake phonephone calls.calls. ThankThank youyou forforyouryour understanding!understanding! PutPut conversationconversation ONON HOLDHOLD bybypressingpressing OnOn HoldHold buttonbuttonAsk:Ask: WhichWhich dayday andand time,t
29、ime, MissMissWong?Wong? WaitWait untiluntil speakerspeaker hunghung upup SearchSearch forfor requestedrequested personpersonimmediatelyimmediatelyAsk:Ask: HowHow manymany people?people? HangHang UpUp phonephone ReturnReturn toto phonephone andand pushpush ONONHOLDHOLD BUTTONBUTTON againagainAsk:Ask:
30、 YourYour contactcontact number,number,please?please? HandHand phonephone toto requestedrequested personpersonandand stepstep backbackSmokingSmoking oror non-smokingnon-smoking table?table? AnyAny specialspecial requests?requests? MissMiss Wong,Wong, cancan I I repeatrepeat youryourreservation?reser
31、vation? WeWe willwill keepkeep youryour reservationreservationforfor 3030 minutes.minutes. ThankThank youyou forfor youryourreservation.reservation. SeeSee youyou soon!soon! GoodGoodbye.bye.WaitWait untiluntil speakerspeaker hunghung upup HangHang upup phonephoneRemark:Remark: * In respect to our gu
32、ests, our policy does not permit staff to receive private phone calls while on duty. * For supervisor and ranking file levels, we do not allow to take messages. * Outlet telephones primarily serve our customers. * Do not block phone line for more than one minute. Code:Code: 002E002EAs courtesy, do n
33、ot listen to other persons conversations, it is perceived as impolite and not professional Lobby and Coffee shop, always answer in English ! Repeat reservation clearly and wait for guests approval电电话话预预订订餐餐桌桌程程序序餐餐厅厅- -大大堂堂吧吧领领位位电电话话响响三三声声之之内内接接起起语语速速柔柔和和甜甜美美， 并并说说: 长长沙沙皇皇冠冠假假日日酒酒店店，舐舐香香咖咖啡啡厅厅，我我是是玛
34、玛丽丽!倾倾听听来来电电者者的的讲讲话话如如果果来来电电为为预预订订电电话话，准准备备预预订订本本问问客客人人姓姓名名: 请请问问怎怎么么称称呼呼您您?如如果果客客人人姓姓名名不不容容易易拼拼写写， 问问客客人人: 对对不不起起， 请请您您拼拼一一下下您您的的名名字字好好吗吗?问问: 王王小小姐姐， 您您预预订订哪哪一一天天? ?什什么么时时候候?问问: 您您有有多多少少人人就就餐餐?问问: 可可以以告告诉诉我我您您的的联联系系电电话话吗吗?问问: 您您想想要要吸吸烟烟区区还还是是非非吸吸烟烟区区?问问: 您您还还有有什什么么特特殊殊要要求求吗吗?重重复复来来电电者者的的预预订订: 王王小小姐
35、姐， 我我可可以以重重复复一一下下您您的的预预订订吗吗?清清晰晰的的重重复复预预订订的的每每一一个个细细节节欢欢迎迎客客人人光光临临， 感感谢谢客客人人预预订订等等待待直直到到客客人人挂挂电电话话挂挂掉掉电电话话准准备备预预订订卡卡， 并并做做记记录录， 桌桌号号/ /房房间间号号 备备注注: : * * 在在预预订订中中， 尽尽可可能能问问清清客客人人的的预预订订是是哪哪一一种种， 生生日日会会还还是是小小联联欢欢会会等等， 做做好好准准备备。 例例如如提提供供特特殊殊摆摆台台或或礼礼品品等等编编码码:003C:003C讲电话时应友好礼貌，国内客人讲中文，外国客人讲英文用客人的姓来称呼客人咖
36、啡厅和大堂吧必须讲英文回答电话CROWNECROWNE PLAZAPLAZA CHANGSHACHANGSHA TAKINGTAKING TABLETABLE RESERVATIONRESERVATION (PHONE)(PHONE) PROCEDUREPROCEDURE RestaurantRestaurant - - LoungeLounge GROGRO / / SupervisorSupervisorPick-upPick-up phonephone withinwithin threethree ringsrings SpeakSpeak slowlyslowly andand cl
37、early,clearly, say:say: CrowneCrowne PlazaPlazaCityCity CenterCenter ChangshaChangsha SaltSalt & & PepperPepper (outlet(outletname),name), MaryMary speaking!speaking! ListenListen toto speakerspeaker firstfirst IfIf thethe callcall isis forfor a a reservation,reservation, prepareprepare thethereserv
38、ationreservation loglog bookbook AskAsk name:name: YourYour name,name, please!please! IfIf thethe namename isis notnot easyeasy toto spell,spell, askask guest:guest:ExcuseExcuse me,me, couldcould youyou spellspell thethe namename forfor me,me,please?please? Ask:Ask: WhichWhich dayday andand time,tim
39、e, MissMiss Wong?Wong?Ask:Ask: HowHow manymany people?people?Ask:Ask: YourYour contactcontact number,number, please!please! Ask:Ask: SmokingSmoking oror non-smokingnon-smoking table?table? Ask:Ask: AnyAny specialspecial requests?requests? AskAsk callercaller toto repeatrepeat reservation:reservation
40、: MissMiss Wong,Wong,couldcould I I repeatrepeat youryour reservation?reservation? RepeatRepeat allall detailsdetails clearlyclearly BidBid farewellfarewell toto guest:guest: ThankThank youyou forfor youryourreservation.reservation. SeeSee youyou soon.soon. GoodGood bye!bye! WaitWait untiluntil gues
41、tguest hunghung upup HangHang upup phonephonePreparePrepare reservationreservation cardcard andand assignassign tabletable numbernumber / / roomroom numbernumber Remark:Remark: * * AllAll reservationreservation mattersmatters willwill bebe handledhandled byby restaurantsrestaurants GRO.GRO. * * Duri
42、ngDuring reservationreservation taking,taking, trytry toto investigateinvestigate thethe purposepurpose ofof thethe partyparty (anniversary,(anniversary,birthday,birthday, kidskids partyparty etc),etc), thereforetherefore appropriateappropriate preparationpreparation cancan bebe arranged,arranged, s
43、uchsuch asas specialspecial set-up,set-up, decoration,decoration, giftgift oror others.others. Code:Code: 003E003ESpeak in a friendly and politemanner. Converse in Englishforforeign guest, in Chinesefordomestic guestCall guest by name From this step onwards Coffee shop and lobby lounge, only answer
44、in English 问问候候客客人人并并请请客客人人入入座座程程序序餐餐厅厅- -大大堂堂吧吧男男/ /女女服服务务员员餐餐厅厅- -大大堂堂吧吧礼礼宾宾主主任任/ /主主管管 在在入入口口处处欢欢迎迎客客人人光光临临 说说: 先先生生/ /女女士士, , 下下午午好好. . 您您是是四四人人用用餐餐吗吗? 您您是是需需要要吸吸烟烟区区还还是是无无烟烟区区? ( (如如果果需需要要的的话话） 说说: 您您这这边边儿儿请请. 检检查查是是否否有有客客人人可可以以使使用用的的餐餐桌桌 从从客客户户关关系系主主任任的的桌桌上上取取零零点点菜菜单单和和酒酒单单 给给客客人人提提供供至至少少两两张张餐
45、餐桌桌的的选选择择 这这张张餐餐桌桌可可以以吗吗? 给给客客人人展展示示两两张张餐餐桌桌 引引领领客客人人致致餐餐桌桌 在在餐餐桌桌前前感感谢谢客客人人光光临临 帮帮助助客客人人拿拿外外套套（如如果果需需要要） 说说: 下下午午好好! 帮帮助助客客人人入入座座 拉拉椅椅子子, , 女女士士优优先先 帮帮助助客客人人入入座座 当当所所有有客客人人都都入入座座后后， 打打开开餐餐巾巾 拉拉椅椅子子 把把餐餐巾巾铺铺在在客客人人腿腿上上 呈呈现现菜菜单单 站站在在餐餐桌桌旁旁边边 为为客客人人介介绍绍自自助助餐餐特特色色菜菜及及促促销销产产品品 介介绍绍区区域域男男/ /女女服服务务员员. . 说说
46、:这这是是彼彼德德, , 今今天天他他将将为为您您服服务务! 继继续续为为客客人人服服务务 祝祝您您用用餐餐愉愉快快备备注注: : * 标准: 客人进入餐厅一分钟内要有礼貌的热情的向客人问好, 并请客人入座.编编号号: : 004C004CCROWNECROWNE PLAZAPLAZA CHANGSHACHANGSHA GREETINGGREETING ANDAND SEATINGSEATING OFOF GUESTSGUESTS PROCEDUREPROCEDURERestaurantRestaurant - - LoungeLoungeRestaurantRestaurant - - Lo
47、ungeLoungeWaiter/WaitressWaiter/WaitressGROGRO / / SupervisorSupervisorAcknowledgeAcknowledge guestguest atat entranceentrance Say:Say: GoodGood afternoon,afternoon, Sir/Madame.Sir/Madame. A A tabletable forforfour?four? YouYou likelike smokingsmoking oror non-smoking?non-smoking? (if(ifapplicable)a
48、pplicable) Say:Say: ThisThis wayway please.please. CheckCheck availabilityavailability ofof tablestables onon floorfloor planplan TakeTake a a lala cartecarte andand winewine menusmenus fromfrom GROGRO deskdeskProvideProvide guestsguests withwith twotwo tabletable choiceschoices HowHow aboutabout th
49、isthis table?table? ShowShow guestsguests twotwo tabletable optionsoptions EscortEscort guestsguests toto tabletable AcknowledgeAcknowledge guestsguests atat thethe tabletable OfferOffer coatcoat serviceservice toto guestguest (if(if applicable)applicable) Say:Say: GoodGood afternoon!afternoon! Help
50、Help guestsguests forfor seatingseating PullPull chairs,chairs, ladiesladies firstfirst HelpHelp guestsguests forfor seatingseating OnceOnce allall guestsguests areare seated,seated, unfoldunfoldnapkinsnapkins PullPull chairschairs PlacePlace napkinsnapkins onon guestsguests laplap PresentPresent me
