Food and Beverage Manual.docx
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FoodandBeverageManual
YourHotel
Food&Beverage
Manual
Restaurant/Banquet
Month/Day/Year
(Itisimportantthatyourevieweverysectionofthismanualandaddto,changeorremoveallsectionsthatdonotmatchupwithyourproperty.Itisalsoimportanttoreviewthisdocumentwithregardstowhatislegallycorrectinyouroperatingareaandifyouoperateinaunionenvironment,thatthewordsstaywithinthecontextoftheexistingunioncontract.)
Index
Welcome
Welcome……………………………………………………………5
ServiceExcellence,TheHassleFreeGuarantee........5
ItTakesaTeam.........................................................6
YourFirstSevenDays…………………………………………6
PoliciesandProcedures…………….............................10
GroundRules...................................................................10
Attendance.......................................................................10
ArrivingatWork.............................................................10
ProfessionalPresentation………………………………………..10
Remember,IAmYourGuest……………………………………11
AchievingandMaintainingaGracious,HospitableImage11
CourtesytoDepartingGuests…………………………………12
CausesforPersonnelAction-ReprimandtoDismissal13
GeneralGuestRelationRules.........................................14
GoldenRulesforMakingThingsWork.........................14
GuestRelationsandGrooming......................................14
OurUltimateGoal-TheGuests’Satisfaction.................15
RespondingToGuestComplaints..................................15
TheGuestComplains………………………………………………15
TheMeeting&BanquetFacilityatYourHotel…...………17
MeetingandConferenceRoomLocations......................18
FoodandBeverageService………………………………..19
YourPersonalProgressChart........................................19
RestaurantandBanquetFoodService...........................19
HostessProcedures…………………………………………….19
DressCode…………………………………………………….19
ProceduresforHostess…………………………………..20
FirstContact-TheTelephone………………………..20
MessageTaking……………………………………………20
HowtoTakeaReservation……………………………..21
GreetingandSeatingGuests…………………………21
HowtoSayFarewelltotheGuests…………………22
ServerProcedures………………………………………………22
ServingProcedures………………………………………22
StartingtheShift………………………………………22
TableApproach………………………………………22
Breakfast………………………………………………22
LunchandDinner………………………………23
TakingtheOrder…………………………………23
Serving.......................................................23
Index
GeneralRulesofTableService……………23
TheCover……………………………………………24
Seating………………………………………………24
ClearingProcedures……………………………25
ChequeSettlement…………………..…………………25
Cash…………………………….………………………25
CreditCard……………………………..……………26
RoomCharge…………………………………………26
TableManners….................................................26
ClearingandCleaningTables……………………26
TableSet-up…………………………………………27
DiningRoomAppearance……………………………27
ThankingtheGuest……………………………………27
TheEssentialsofFoodService…...…………………..27
BreakfastService………………………………………27
LunchService……………………………………………28
DinnerService…………………………………………31
RoomService……………………………………………33
BeverageServicefortheLoungeArea………..………34
ServiceofDrinks………………………………………34
ServingWine……………………………………………34
Storage…………………………………………………34
GeneralRulesofService…………………………34
ActualServiceofRedWine……………………35
ActualServiceofWhiteWine…………………35
ActualServiceofRoseWine……………………35
ActualServiceofChampagne…………………35
DrinkProcedure………………………………………36
Bartender……………………………………………………..36
Bartender’sCheckList………………………………36
PracticesofaGoodBartender……………………37
HousePolicyforAlcoholService………………..38
Selling………………………………………………………………38
Salesmanship…………………………………………………38
SuggestiveSelling………………………………………….38
ReadingYourGuests……………………………………..40
PhrasesThatSell……………………………………………43
SellingTools…………………………………………………45
LiquorSalesmanship……………………………………46
TheTenCommandmentsofGoodBusinessintheHotel48
57WaysToLoseATip………………………………………..48
Index
TheKitchen…………………………………………………48
TheKitchenRoutine……………………………………….………50
DishWashingDuties…………………………………………………51
TheArtofPurchasing………………………………………………51
TheArtofDishWashing…………………………………………..55
TheOffice.......................................................................62
BookingtheFunction……................................................62
OfficeRoutine...................................................................64
Appendices
1.ResponsibleService,HousePolicies.............................66
2.ResponsibleService,JustSaying“No”isnotEnough..68
3.ResponsibleService,RecognizingIntoxication............70
4.DishwashingProcedures..............................................72
5.EquipmentCleanlinessandMaintenance....................74
6.SafetyGuidelines...........................................................82
7.CateringGlossary..........................................................84
Welcome
Welcome
WelcometoYourRestaurant/ConferenceFacility.Youhavebeenchosentojoinateamcommittedtoserviceexcellence.Intoday’smarketwhereproductsandpricesaresimilar-YOUMAKETHEDIFFERENCE.Yourdedicationtoattentive,responsiveguestserviceisthesinglemostimportantfactortobringourguestsbacktimeandagain.
Yourservicemanualhasbeendesignedtoprovideyouwiththematerialsothatyoucandelivertheverybestservice.
Thenatureofthehospitalityindustryplacesstrongemphasisonpeople-ourguests.Thisfocusonpeoplemakesthejobexcitingbecauseofcontactwithguestswithvaryingtastesandneeds.Forouroperationtobesuccessful,wemustbeabletoprovidequalityservicetoeachofthoseguests.
Butserviceisnotwhereitends.Guestsnoticetheappearanceofthefacility;itscleanlinessandneatness.Theoverallimpressionthatthefacilitymakeswillplayalargeroleinwhetherornottheguestcomesback.Andthatlargelydependsonyou.
Thismanualwillfocusontasksthatprovidetheservicewhichbringsguestsbackandmakesthemtellfriendsabouttheserviceweprovide.Remember,youmaybeoneofthefewemployeesthatourguestsencounter,soyouwillberepresentingmanagement,otheremployeeswhoneverseetheguests,andmostimportantly,thereputationofourfacility.Asyouworkyourwaythroughthismanual,keepinmindthatthisinformationisvaluableonlyifyouchoosetoapplyitproperly.Allofthereadingandtrainingyoudoisnotgoingtomakeyouagoodemployee.Onlyyoucandothatwithagoodattitude,exercisinggoodjudgement,andfollowingthebasicprincipleslaidoutinthismanualasaguideline.
ServiceExcellence,HassleFreeGuarantee
AtYourRestaurant/ConferenceFacility,serviceexcellenceisalivingrealityforourguestsbecauseweguaranteeit.Itisyourresponsibilitytoliveuptothisstandardeveryday.
Thestandardhasbeenset.Aneffectivecateringteamwithallofitspartner’sworkingtowardsserviceexcellencewillguaranteehappyguestseverytime.
flexibilityprofessionalismdedicationpersonalizedservice
ItTakesaTeam
TeamworkisimportantfortheRestaurant,MeetingandCateringFacilitytofunctionsmoothlyandpleasantly.Becausemostoftheoperationcanbeseenbytheguests,employeesmustworkwelltogetherandco-operatewithoneanother.
Ifproblemsarise,solvethemcalmlyinnormalvoicetones.Helpco-workersthroughdependabilityandgoodmanners.Absenceortardinesscreatesanextraburdenforthem.
Anexampleofafunctionalorganizationalchartissetoutbelow.Youshouldbuildyourown.
FoodandBeverage,YourFirstSevenDays…
Day1:
DepartmentOrientation
KnowledgeforAllEmployees:
▪ICanDoIt!
▪RecyclingProcedures
▪MakingItRight▪SafeWorkHabits
▪100%GuestSatisfactionGuarantee▪ManageronDuty
▪BloodBornePathogens▪Hotel’sFactSheet
▪PersonalAppearance▪EmployeePolicies
▪EmergencySituations▪CanadianswithDisabilities
▪LostandFound
TheTaskListforBanquetSetupandService
Day2:
ReviewDay1(Planadditionaltrainingtime,ifnecessary)
KnowledgeforAllFront-of-HouseFoodandBeverageEmployees:
▪TelephoneCourtesy
▪SafetyandSecurity
▪AlcoholicBeverageTerms
▪HouseBrandsandCallBrands
▪BasicFoodPreparationTermsandTiming
KnowledgeforBanquetSetupandService:
▪WhatIsaBanquetSetupandServicePerson?
▪WorkingasaTeamwithCo-WorkersandOtherDepartments
▪YourHotel’sStandardsofExcellence
▪BanquetEventOrders
▪FunctionRooms
▪SideworkChecklist
TheJobBreakdownsforTasks1-4:
Task1ReadandInterpretBanquetEventOrdersandChangeOrders
Task2SettheFunctionRoomLighting
Task3VacuumFunctionRoomCarpets
Task4Steam-ExtractFunctionRoomCarpets
Day3:
ReviewDay2(Planadditionaltrainingtime,ifnecessary)
KnowledgeforAllFront-of-HouseFoodandBeverageEmployees,con’t
U.S.AlcoholicBeverageLaws
ResponsibleAlcoholServiceProcedures
RestaurantMenus
BasicFoodPreparationTermsandTiming
CorrectPlatePresentationandGarnishes
KnowledgeforBanquetSetupandService(continued):
FoodandBeverageEquipmentTerms
GlasswareTypesandUse
China
Silverware
LinensandNapkinFolding
StandardTableSetupSpecifications
TheJobBreakdownsforTasks5-8:
Task5SweepFloorsinFunctionRooms
Task6MopFloorsinFunctionRooms
Task7CleanandWaxHardwoodandParquetFloorsinFunctionRooms
Task8Set-up