香格里拉餐饮宴会部标准工作程序doc.docx

香格里拉餐饮宴会部标准工作程序doc.docx

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香格里拉餐饮宴会部标准工作程序doc

DEPARTMENT:

Banquet

JOBTITLE:

ServiceAssociate

TASKNO:

SOPBQT001

TASK:

Readytobeonduty

EQUIPMENTREQUIRED:

Keys,checklist

WHATTODO

HOWTODOIT

WHY

Readytobeonduty.

-Staffmustbeontimetocometoworkwithsmile,cleanuniformandwellgroomed.

-Hotel’sstandard.

PREPAREDBY:

APPROVEDBY:

DESIGNATION

ServiceManager

SIGNATURE/DATE

DESIGNATION

GeneralManager

SIGNATURE/DATE

DEPARTMENT:

Banquet

JOBTITLE:

TeamLeader

TASKNO:

SOPBQT002

TASK:

Howtoopenafunctionroom

EQUIPMENTREQUIRED:

Functionroomkey,openingcheckinglist

WHATTODO

HOWTODOIT

WHY

Allmustbereadyforservice30minutespriortothefunctionsstart.

-CheckthesetupofthetabletopandreadinessoftheutensilsintheServiceStation.

-Ensurethatallofthepreparationisdoneintime.

-Arrangetheappropriateassignmentstothestaff.

-Getitrightthefirsttimeand

everysingletimewillhelpto

makeourguestfunction

enjoyable,thiswillplease

them.

-Todelightourcustomersby

beinghelpfulisasignof

courteousservice.

-PlanningtoensurethefunctioncanbesuccessfulispartofourprofessionalserviceandofShangri-Lacare.

PREPAREDBY;

APPROVEDBY:

DESIGNATION

ServiceManager

SIGNATURE/DATE

DESIGNATION

GeneralManager

SIGNATURE/DATE

DEPARTMENT:

Banquet

JOBTITLE:

ServiceAssociate

TASKNO:

SOPBQT003

TASK:

Howtoopenanbar

EQUIPMENTREQUIRED:

Table,skirting,tablecloth

WHATTODO

HOWTODOIT

WHY

Setthebartable.

Setglasswareontable.

Setliquors.

-Setthebartablewithskirting.

*Tablemustbeingoodconditionand

balance.

*Tableclothandskirtingmustbewellpressedwithoutanystainandholes.

-Settheglasswareaccordingtothe

typesofbeverageordered.

-Allglasswaremustbefreeofspots

andnochip.

-Ensuresufficientglassware.

-Arrangetheliquorindescendingorder

intermofbottleheightwiththetallest

bottleinthemiddle.

-Allbottlesmustbefull.

-Allbottlesmustbecleanwithoutany

stain.

-Showourstandardswhichwillpleaseourguest.

-Showwecareforour

guests.

-Showourstandardsand

todelightourguests.

-Showourhonesty.

PREPAREDBY:

APPROVEDBY:

DESIGNATION

ServiceManager

SIGNATURE/DATE

DESIGNATION

GeneralManager

SIGNATURE/DATE

DEPARTMENT:

Banquet

JOBTITLE:

TeamLeader

TASKNO:

SOPBQT004

TASK:

DailyBriefing

EQUIPMENTREQUIRED:

Whiteboardandbriefingbook.

WHATTODO

HOWTODOIT

WHY

Dailybriefing.

-Toconductpre-servicebriefingon:

@Hotelinformation.

@Dailyroomoccupancy.

@VIP’sarrival/in-house.

@Customerdelightpractices.

@Customer’scomments.

@Dailychef’sspecial.

@Item/dishestorecommend.

-Toensurestaffarewellinformedonadailybasistoperformtheirjobeffectively.

PREPAREDBY:

APPROVEDBY:

DESIGNATION

ServiceManager

SIGNATURE/DATE

DESIGNATION

GeneralManager

SIGNATURE/DATE

DEPARTMENT:

Banquet

JOBTITLE:

ServiceAssociate

TASKNO:

SOPBQT005

TASK:

Howtocheckabuffet

EQUIPMENTREQUIRED:

Eventorder

WHATTODO

HOWTODOIT

WHY

Checkthetable.

Checkthefooditems.

Checkchinawareandcutleries.

Checkthebar.

-Checkthenumberofbuffet

tablesagainstAttendance.

*Makesureenoughseatstosittheguests.

-Checkthedistributionoffood

items.

-Checkthepresituationoffooditems.

-CheckthequantityofallchinawareandcutleriesaccordingtotheAttendance.

*Makesureallchinawareand

cutleriesarefreeofspots.

-Enoughbeveragestobeofferedforthegusts.

-Enoughglasswaretobeserved.

Allglasswaremustbefreeofspotsandnocrack.

-Getitrightthefirsttimeandeverysingletimeisveryimportanttodelightourcustomer

-Takingpersonalcareandresponsibilitytoensureguest’ssatisfaction.

-Toensurehaveenoughsupplytodelightourcustomer.

PREPAREDBY:

APPROVEDBY:

DESIGNATION

ServiceManager

SIGNATURE/DATE

DESIGNATION

GeneralManager

SIGNATURE/DATE

DEPARTMENT:

Banquet

JOBTITLE:

TeamLeader

TASKNO:

SOPBQT005

TASK:

Howtocheckabuffet（continue）

EQUIPMENTREQUIRED:

Checklistandevenorder

WHATTODO

HOWTODOIT

WHY

Thefollowingcanbetakenintoconsideration:

@Numberofbuffettablesagainstattendance.

@Distributionoffooditems.

@Presentationoffooditems.

@Replacement’sfrequency.

-Liaisewithcheftocheckbuffet

forstandards:

-Numberofbuffettablesagainstattendance.

-Distributionoffooditems.

-Presentationoffooditems.

-Accordingtheeventordertochecktheitemsofthefoodsetup.

-Accordingtheeventordertocheckthebarsetup.

-Getitrightthefirsttimeandeverysingletime,italsodelightsourguests.

PREPAREDBY:

APPROVEDBY:

DESIGNATION

ServiceManager

SIGNATURE/DATE

DESIGNATION

GeneralManager

SIGNATURE/DATE

DEPARTMENT:

Banquet

JOBTITLE:

ServiceAssociate

TASKNO:

SOPBQT006

TASK:

Howtocheckafunctionroom

EQUIPMENTREQUIRED:

Eventorder

WHATTODO

HOWTODOIT

WHY

Pickupeventorder.

-Eventordertobecollectedbytheclerkformthecateringofficeeveryday.

-Roomsetupmustfullyachieverequirefromtheeventorder.

*Whiteboardandflipchartmustbecleanandwithoutdustandmarkerprints.

*Markersshouldbetestedbeforefunctionstarts.

-Checkthefloorcarpet.

*Floorshouldbecleanwithoutdustof8wastepapersbaskets.

-Checktheaircondition.

*Air-consetat20-21degree.

-Checkthelighting.

*NoblownbulbandsettheAV.

Presentationlightingasneeded.

-Getinformationassoonaspossibletooperatethefunction,thisshowsprofessionalservice.

-Careforthecustomerguestsatisfactionandenjoyment.

-Takingpersonalcaretodelightcustomer.

-ComfortourcustomerofmakethemfeelthattheymaketherightchoicetohavefunctioninShangri-LaHotel.

PREPAREDBY:

APPROVEDBY:

DESIGNATION

ServiceManager

SIGNATURE/DATE

DESIGNATION

GeneralManager

SIGNATURE/DATE

DEPARTMENT:

Banquet

JOBTITLE:

ServiceAssociate

TASKNO:

SOPBQT006

TASK:

Howtocheckafunctionroom（continue）

EQUIPMENTREQUIRED:

Eventorder

WHATTODO

HOWTODOIT

WHY

Checkequipment.

-Turnontheequipmenttomakesuretheyareworkingproperly.

-Walkaroundtable,lookattheset-upandlookattheskirting,tables,glasses,padsandpencils.

*Skirtingmustbewellpressedandstraightened.

*Tableclothmustbecleanwithoutanyspotandcracks.

*Everyseatmusthaveapadandpencil.

-Getitrightthefisttimeandeverysingletime.

-Takingpersonalcareandresponsibilitytoensuretheguestsgetwhattheywant.

-Aprofessional,wellplannedfunctionshowsacaringandsincereservice.

PREPAREDBY:

APPROVEDBY:

DESIGNATION

ServiceManager

SIGNATURE/DATE

DESIGNATION

GeneralManager

SIGNATURE/DATE

DEPARTMENT:

Banquet

JOBTITLE:

ServiceAssociate

TASKNO:

SOPBQT007

TASK:

Howtorefreshafunctionroom

EQUIPMENTREQUIRED:

Glassrackandglassware

WHATTODO

HOWTODOIT

WHY

Refreshroomonlyduringallluncheonandcoffeebreaks.

Makesuretheglasswarearespotlessandthetableclothsarenotstain.

-Emptythewastebaskets.

-Removetheashtraysandreplace

themwithfreshones.

-Putthefreshwaterinthewater

pitches.

-Replacesweets.

-Straightenthechairs.

-Setthefreshglassesonthetables.

-Pickupanyexcesspaperonthetablesorfloor.

-Showwecareanddelightour

guests.

-Acleanandtidyfunctionareawillpleaseourguestsbymakingtheatmospheremorecomfort-able.

PREPAREDBY:

APPROVEDBY:

DESIGNATION

ServiceManager

SIGNATURE/DATE

DESIGNATION

GeneralManager

SIGNATURE/DATE

DEPARTMENT：

Banquet

JOBTITLE：

ServiceAssociate

TASKNO:

SOPBQT008

TASK:

Howtosetupawesternmeal

EQUIPMENTREQUIRED：

Chinawareandcutlery

WHATTODO

HOWTODOIT

WHY

Alltablesettingsinthefunctionroomwithaspecifieduniformsetting,linen,china,glass,flatwareareplacedonacover.

Glasswarewillbespotlessandcutleriesarepolishedbeforesettingupthetable.

-Makesurethetabletopiscleanandfreeofwaterspots.

-Positionthetableclothesaccordingtostandardusethechairasguidance.

-Placedinnerknivesonrighthandsideofthecovers:

1）Bladefacein

2）Straight

3）Onethumbfromedgeoftable

-Placedinnerforkonlefthandsideofcover:

1）Straight

2）Onethumbfromedgeoftable

-Allowenoughspacebetweenforkandknifetobeabletoplaceadinnerplace30cm.

-Minimumhotelrequirements.

-Maintainastandardandtodelightcustomerispartofprovidingpropersincereservice.

-Consistency

-Minimumhotelrequirement

PREPAREDBY:

APPROVEDBY:

DESIGNATION

ServiceManager

SIGNATURE/DATE

DESIGNATION

GeneralManager

SIGNATURE/DATE

DEPARTMENT:

Banquet

JOBTITLE:

ServiceAssociate

TASKNO:

SOPBQT008

TASK：

Howtosetupawesternmeal（continue）

EQUIPMENTREQUIRED：

Chinawareandcutlery

WHATTODO

HOWTODOIT

WHY

Holdthecutlerybythehandle;makesurenofingerprintsareontheblades.

Glasshasnospot

andcrack.

Napkinsmustbecleanandwellpressed.

Chinawaremustbecleanandproperlyset.

--Placethebutterplateontheleft

-sideofthecoverandthedinnerfork6cmfromedgeoftable.

-Placethebutterknife（blackout）.

-Placethewaterglassatthetipofknife.

-Placethenapkinatthecenterofthecoverusingthechairpositionasguidance.

-Accordingtotheamountofthecoversonthetableset:

a）Salt&peppershakers