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.docx

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

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