NETPCRoom Service cn.docx
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NETPCRoomServicecn
DEPARTMENT:
Food&Beverage-ServiceRoomSeviceJOBCATEGORY:
FBS/RS001
DEPARTMENTHEAD:
APPROVAL:
TASK:
TransportingRoomServiceOrders客房送餐
STANDARD:
标准：
AllRoomServiceorderswillbetransportedtotheguestroom,eitheron住店客人的点叫,用小推车或托盘装送到客人房间.
atrolleyoronatray.
PROCEDURE:
程序：
1.Allhotfoodorderswillbetransportedusingatrolley,withthehot所有热食点叫,都要用餐车,热的食物放在预热
foodbeingplacedinapre-heatedfoodcabinet.食品柜里.
2.Smallercoldfoodorders,i.e.foronecoveronly,shallbe小量的冷食点叫,如果只供一人用,用长方形托盘装送.
transportedonarectangulartray.
3.Largercoldfoodordersmustbetransportedonatrolley.较大的冷食点叫要用小推车装送.
Allfoodordersshallbeservedwiththefollowingitems:
所有食品点叫项目都要有下列物品.
i.Napkin.餐巾
ii.ToothPicks牙签
iii.Appropriatecondimentsandaccompaniments.适当的调味品和附随品.
iv.FlowerinBudvase.瓶花.
Forallordersbesidessnacks:
除点心以外的点心点叫.
i.Plate.盘子
ii.SideKnife.调品刀
iii.AppropriateCutlery.适当的餐具
Forallordersbesidessnacksandbreakfast:
除点心,早餐以外的所有点叫.
i.GlassofWater.杯装水.
ii.BreadRoll.面包
iii.ButterorMargarine.白脱或马其淋
4.Cutleriesshouldbeplacedintoanapkinpocketplacedonthe餐具应放在BB盘上的餐巾袋里.
BBPlate.
5.Ifanorderisforasmallsingleitem,i.e.ajugofmilkmaybe若只点叫一小项,如:
一罐牛奶,可以用一饮料托盘
carriedonabeveragetray,whichshouldnotbeleftintheguests’room.装送托盘不要留在客人房里.
DEPARTMENT:
Food&Beverage-ServiceRoomSeviceJOBCATEGORY:
FBS/RS002
DEPARTMENTHEAD:
APPROVAL:
TASK:
TransportingRoomServiceOrders客房送餐
STANDARD:
标准：
AllRoomServiceorderswillbetransportedtotheguestroom,eitheron住店客人的点叫,用小推车或托盘装送到客人房间.
atrolleyoronatray.
PROCEDURE:
程序：
1.Alltrolleys/traysaretobecoveredwithacleanandwell-pressed所有餐车及托盘要用干净的熨烫好的自助食品盖.
cloth.
2.Alltrolleys/trayswillbecleananddriedbeforeuse.Careshould所有餐车及托盘要洁净,干燥.要把餐车的腿脚安放好.
betakentoinsectthelegsofthetrolley.
3.Allhotfoodordersaretobecoveredwithafoodcoverandplaced所有热的食品要用食物罩和盖子,放在保暖箱里.
inawarmerbox.
4.Allcoldfoodorderssuchascereal,muesliandcoldcutsaretobe所有冷的食品如谷物类,MUWSHI和冷切类,要用
coveredwithaplasticcover.塑料罩子.
5.Allbreakfastjuicesaretobecoveredwithaplasticlid.早餐,果汁要盖塑料盖.
6.Uponleavingtheroomservicestation,alwayscheckyourtray开服务柜台时,要检查一下托盘里的食物与客人所.
againsttheguests’order.点的是否一致
7.Donotforgettoputtheroomserviceclearingcardonalltray食物送到客房前,不要忘了在点叫物品盘上放客房
ordersbeforedeliveringtoguestroom服务清理卡.
DEPARTMENT:
Food&Beverage-ServiceRoomSeviceJOBCATEGORY:
FBS/RS003
DEPARTMENTHEAD:
APPROVAL:
TASK:
Tray/TrolleySet-up–Breakfast托盘/餐车–准备早餐
STANDARD:
标准：
PROCEDURE:
程序：
1.BakeryItems烧烤食品类
Allbakeryordersaretobeplacedintoacleannapkinpocket所有的烧烤食品单和早餐一起放在干净的餐巾袋里.
andaccompaniedwithabreadbasket.
Pastryorders糕点点叫
∙Toast,give-1x3Slices（choiceofwhite,ryeorbrownbread）烤的,-1X3片（白面包,黑麦面包和棕色面包）
∙Bakery-1x3nos.of（Croissant,BreakfastRoll,DanishorMuffin）熟食,-1X3（牛角包,早餐卷丹麦包或松饼）
∙Oneorderbakerybasket.3Slicestoast,1Danish,1Roll,点叫一份熟食:
3片烤肉,1只丹麦包,一卷,1只.
1CroissantorMuffin牛角包或松饼
Forroomserviceordersthatincludetoastedbread,abreadtoaster客房送餐可以包括烤面包.,食品点叫有面包烤箱.确保
istoaccompanythefoodorder.Ensurebreadtoasteriscleanandfree烤箱干净,没没有面包碎片.
frombreadcrumbs.
Allbakeryordersaretogivenbutterandpreserves烘烤食品点叫要提供黄油和果酱.
∙Butterwillbeservedindividuallyonabutterdish.Onebutter黄油放在碟子上单独供应..一人一份,另加一分备用.
portionperpersonandoneadditionalportionforspare.
∙Thenumberofpreserveswillbeservedadjustedtothenumber准备的数量根据具体的客人数调整.
ofcovers.
2.HotBreakfast热早餐
Allhotbreakfastitemstobecoveredandplacedintoahot热早餐要加盖,然后放进餐车的保暖橱里.
cabinetonatrolley.
3.HotBeverages热饮
Coffeeordersaretobesetwith咖啡点叫要配备
∙Acoffeecupsetwithateaspoon.一只咖啡杯及茶匙.
∙Asugarbowl一只糖缸.
∙Acreamerjugoffreshmilk.一只装有新鲜牛奶的奶罐.
Topreparecoffee,preheataninsulatedcoffeepotwithhotwater.准备咖啡时,用热水先烫一下绝热的咖啡壶,倒空送到
Emptyandfillwithfreshlybrewedcoffeejustpriortotakingthefood客人房间前,装入现煮的咖啡.
ordertotheroom.
Teaordersaretobesetwith茶水点叫要配备
∙Acoffeecupsetwithateaspoonandteastrainer.一只咖啡杯
∙Asugarbowl.一只糖罐
∙Acreamerjugoffreshmilk.一只装有新鲜牛奶的奶罐.
∙Apotofhotwater.一壶热水
Toprepareteaorders,preheatthepotwithhotwater.Emptyand客人点茶水时,用热水洗烫一下茶壶,倒空.壶里换上.
replacepotwithfreshhotwaterandhaveteabagsonthesidejust新鲜热水.在送往客房前,把袋装茶叶放在旁边.
priortotakingfoodordertothe
DEPARTMENT:
Food&Beverage-ServiceRoomSeviceJOBCATEGORY:
FBS/RS004
DEPARTMENTHEAD:
APPROVAL:
TASK:
ServingFoodintheGuestRoom在客房提供用餐服务
STANDARD:
标准：
Allfoodwillbeservedasthoughaguestwasintherestaurant.供应食物使客人如同在餐厅用餐一样.
PROCEDURE:
程序：
1.Uponenteringtheroom,theroomserviceattendantwillintroduce进入客房时,送餐服务员应以酒店标准称呼客人,
themselvestotheguestasperhotelstandards,usingtheguests’name.作自我介绍:
”XX先生/太太,早上好.我叫XXX,我将
“GoodMorning/Afternoon/EveningMr./Mrs.______,my为您提供早餐,午餐和晚餐.
nameis______,andIwillbeservingyourBreakfast/Lunch/Dinner.”
2.Theguestshallthenbeasked“Wherewouldyoulikeyoumealto然后问客人;’您想在哪里用餐?
”然后把.
beserved?
”Placethetray/trolleyinthelocation.Ifthemealisona托盘/餐车放定.如果饭菜在餐车上用,把两侧放开,
trolley,foldthesidesouttoincreasetheguest’seatingarea.以增大客人用餐面积.
NB:
-Wherevertheguestaskforthemealtobeplaced,ensure注:
无论客人要求食物放在什么地方,都要确保放得
thatitisstableandsecure.平稳,安全.
3.Theroomserviceattendantshouldthenhelptoseattheguest,客房送餐服务员应帮助客人就座,移一只椅子摆放在
bymovingachairclosetotheplacewherethemealwillbeserved.靠近食物处.
4.Theguestshouldthenhavetheirnapkinplacedontheirlap,餐巾布放在客人的膝上,然后提供食物.
andthenservethemeal.
5.Attheconclusionoftheservicetheroomserviceattendantshould服务结束时,送餐服务员要把房间清理成原样干净.
clearasmuchfromtheroomastheguestisnotusing.
6.Upondeparturefromtheroomtheroomserviceattendantshould客房送餐服务员在离开房间时向客人说”:
先生/太太
bidtheguestfarewellbysaying“GoodMorning/Afternoon/Evening早安,午安或晚安.感谢您的用餐.如果您还需要
Mr./Mrs.______.ThankyoufororderingInRoomDining,enjoyyour什么的话,请拨1与客房送餐部联系.然后道别.
meal.Shouldyourequireanyfurtherassistance,pleasecontactthe
roomservicedepartmentbydialling1onyourtelephone.”
NB:
-ShouldaguestnotwantfullIn-Roomdiningservice,theroom注:
如果客人并不需要全部在客房里用餐的话,
serviceattendantshouldindicatethelocationofthemeals,warningof客房服务员在向客人说明前,告诉客人用餐的地点及.anyhotitems,beforeexcusingthemselves.热点要预先通知等事项
Iftheguesthasjustwokenuporiftheyappearasthoughtheyare如果客人刚醒来或要睡觉的话,服务员不能缠着
abouttogotosleep,theroomserviceattendantshouldnotimpose客人不放只要在致歉前说清楚用餐地方onthem,simplyindicatethelocationofthemeals,warningofany要点要预先通知等事项.
hotitems,beforeexcusingthemselves.
DEPARTMENT:
Food&Beverage-ServiceRoomSeviceJOBCATEGORY:
FBS/RS005
DEPARTMENTHEAD:
APPROVAL:
TASK:
ServingBeverageintheGuestRoom在客房提供饮料
STANDARD:
标准：
Allbeeragewillbeservedasthoughaguestwasintherestaurant.饮料类的供应使客人有如同在餐厅里一样的感觉.
PROCEDURE:
程序：
1.Allbeverageordersaretobepickedupfromthebarjustpriorto去客房前,从酒吧领取客人所预订的饮料.
leavingforguestroom.
2.Strawsandstirrersifrequiredaretobeplacedintoacleanand所需的吸管和搅拌类物品应放在干净,熨烫好的
well-pressednapkinpocket.餐巾袋里
3.Allbeverageordersincansaretobeservedaccompaniedwith所有的罐装饮料要配备相应的玻璃杯.
theappropriateglass.
4.Fruitjuicesaretobepouredstraightintoglassesandcovered果汁直接倒入杯,用塑料盖盖好.
withaplasticcover.
5.WineandChampagneshallbeservedasperHotelStandards.若客人要另加酒类的话.客房送餐服务员应为倒满.
NB:
-RoomServiceattendantswilltopuptheguests’
wineiftheyareservingadditionalcourses.
DEPARTMENT:
Food&Beverage-ServiceRoomSeviceJOBCATEGORY:
FBS/RS006
DEPARTMENTHEAD:
APPROVAL:
TASK:
PlacingAmenitiesintheGuestRoom在客人房间摆放用具
STANDARD:
标准：
Amenitiesforguestroomsshouldbeplacedintotheroom,nolaterthan客房餐饮用具应在客人预计到达前30分钟.
30miniutespriortotheguest’santicipatedarivalti,e.放好在放内
PROCEDURE:
程序：
1.Theshiftleaderormanagershallrunanamenitiesreportdaily.领班或经理每天要些一份客房餐具报告,复印一份给
AcopyofthisshouldbepassedontotheExecutiveChefforthe厨房行政总厨以便厨房作参考.
kitchen’sreference.
2.Amenitiesshouldbearrangedbytimeandpickups餐具应适时安排,并配合厨房收回.
co-ordinatedwiththerelevantkitchens.
3.Usingatrolleyofsuitablesize,theamenitiesshouldbe用大小适当的餐车通过服务电梯送到客人楼层.
collectedandtakenviatheserviceelevatorstotheguestfloors.
4.Eachamenityshouldbeplacedintheguestsroom,asperthe每一用品按照各自的标准摆放.可以准备一份
standardforeach.Acopyofthephotographisavailableinroom客房服务安排的复印照片供使用.
serviceforreferral.
5.Anyplasticwrap,coversorotheritemsnotrequiredshouldbe撤掉不必要的塑料包装和盖子.
removed.
6.Condiments,accompanimentsandotheritemssuchasfinger调味品,附属品及其他物品象洗手的碗应放在放内以
bowlsshouldbeplacedintheroom,tocomplimenttheamenity.配合使用.服务餐具象刀叉,餐巾布及玻璃器皿也放置
Serviceutensils,cutlery,crockery,napkinsandglasswareshouldbe在房间里.
placedintheroomatthesametime.
7.Theroomshouldbecheckedandanyspillsormessshouldbe离开房间前,检查一下房间,清理掉赃物.
cleanedup,priortoleavingtheroom.
DEPARTMENT:
Food&Beverage-ServiceRoomSeviceJOBCATEGORY:
FBS/RS007
DEPARTMENTHEAD:
APPROVAL:
TASK:
Guest
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