酒店宴会厅培训手册Welcome to Banquet24pWord文档格式.docx

1、*Chinese Service中餐服务 Description 中餐菜单知识*Meeting and Coffee Break Service会议服务1. Varieties of meeting set up各种会议的台型2. Service Sequence for Meeting会议服务程序3. Banquet Tables宴会桌子4. Mi en place for coffee break咖啡台布置所需餐具Beverage 饮料单Beverage List 饮料单SUMMARY OF POSITIONS:职责说明 To provide 5 Star hospitality food

2、 and beverage service, throughout the Banquet, maximizing guests experience, using Savvy Service.运用聪明服务计划来体现五星级的餐饮服务，使客人能在宴会厅得到最佳的感受。SCOPE大纲 To ensure guest satisfaction by providing excellent food and beverage service, in a friendly, competent and professional manner. Promoting a fun work environme

3、nt and being a team player. The employee will also have a chance to multi- skill in other F&B outlets. 优秀的餐饮服务必须具备友善、自信与专业的水准从而向客人提供满意的服务。创造愉快的工作环境，融入集体并成为集体的一员，员工也可以有机会去餐饮部其他部门学习更多的技能。Upon completion of training, the employees will be empowered to resolve guests issues, in accordance with the Renai

4、ssance standards, before approaching the Shift Leader for assistance.完成培训后，即使在没有领导的协助下，也能运用万丽酒店的服务标准来解决客人的问题。OBJECTIVES AND ACOUNTABILITY:目标与重要事宜1. Learning and following Standards and Specifications of the outlets/bar.学习并运用餐厅和酒吧的基本知识。2. Providing feedback to Shift Leader on ways of enhancing servic

5、e delivery and service process.向领班提供反馈从而来提高服务水准。3. A major objective of this position will be to achieve a level to be empowered to handle special requests from outlet guests.本职位的一项主要任务是运用所学的知识和所负担的职责处理客人的特殊要求。SUPERVISION EXERCISED:NoneSUPERVISION RECEIVED:Report directly to F&B Attendant Grade 2 an

6、d the Shift Leader直接向二级服务员和领班汇报。RESPONSIBILITY AND AUTHORITY责任和授权1. Demonstrate Renaissance Standards at all times to guests and fellow employees.每时每刻都要对客人和同事表现出万丽酒店服务标准。2. Become familiar with Restaurant/Bar Standards and Procedures and follow them accordingly.逐步熟悉餐厅/酒吧的服务标准和程序，并且依照那些标准操作。3. Knowle

7、dge of individual menu items including basic ingredients and method of preparation.掌握菜单中每一道菜的知识，包括基本原料和制作方法。4. Basic Food & Beverage terminology.掌握餐饮的专用词语。5. Knowledge of Food & Beverage equipment.掌握餐饮器具。6. Knowledge of Food and Beverage items and prices.掌握食品和饮料品种和价格。7. Knowledge of Setting up of ta

8、bles to the specified standards, for different meal periods.掌握不同时间段的桌面摆放布置。8. Attend and comprehend information discussed during briefing sessions.开会时，参加并且领会所讨论的内容。9. Maintain proper grooming in accordance with the Employee Handbook.遵守员工手册中仪表仪容的规定。10. Serve Food & Beverage in a friendly and professi

9、onal manner.用友善和专业的态度服务客人。11. Wear appropriate uniforms for the area, as supplied by the hotel.工作时，穿着酒店制服。12. Wear appropriate footwear as specified in the employee handbook.工作时，穿着酒店工作鞋。13. Be familiar with service facilities in the hotel. Including names of other restaurant bars and banquet rooms i

10、n the hotel.熟悉酒店内的设施，包括其它餐厅酒吧和宴会厅名字。14. Be aware of any special events in the hotel.能够知道酒店特别事件。15. Endeavor to remember guests names and address them by their surname.尽可能地记住客人名字，并且用他们的姓来称呼。16. Prepare mis- en- place for all meal periods为每一餐准备所需餐具，器皿，刀叉等用具。17. Report any guest feedback to the supervi

11、sor on duty.向当班主管汇报客人的反馈意见。18. Ensure that work area is clean at all times.在每时每刻都要保持工作区域的清洁。19. Ensure careful handling of equipment and linen as well as following S&Ps for linen exchange要确保用具和布草交接工作的准确性。PREFERED KNOWLEDGE/QUALIFIATIONS:员工资力/条件High School Certificate高中学历Tourism School Certificate旅游学

12、校学历Working knowledge of English Fluency in English will be a definite advantage与工作相关的英语知识-英语会话流利者优先。F&B Service experience preferred but not essential最好有餐饮服务经验。Banquet Basic Knowledge for New Employees宴会厅新员工所需掌握的基本知识 Location of Grand Ballroom, Ballroom I, Ballroom II, Pre function Area, Banquet Bar

13、, Banquet Stewarding, Banquet Store, Meeting Room1 - 10 and Business Center. 宴会厅，宴会厅走廊，宴会洗碗间，宴会厅仓库，会议室1-10，商务中心 Location of Toilet near to Ballroom and meeting rooms L离宴会厅和会议室较近的卫生间 Telephone No. of hotel 酒店电话号码 Time Sheet for sign in & sign out , Duty Roster 签到签出表，排班表 F&B Organization Chart 餐饮部组织结构

14、图 Name of his/her colleges 同事英文名字 Location of Wan Li Chinese restaurant, Chinese kitchen, Western kitchen, Banquet, Stewarding, Lobby Lounge, , Renaissance Brasserie, 中餐厅，中厨房，西厨房，宴会厅，管事部，大堂吧，西餐厅的方位 Understand the security responsibilities of Banquet and Location of Fire-Proofing Doors 了解宴会厅的安全责任及防火门

15、所处的位置。 Know the opening time of each outlet in F&B 了解餐饮部其它部门的营业时间Food & Beverage Equipment餐饮用具Chinaware: 瓷器Ashtray 烟缸B/B Plate 面包盘Coffee Cup 咖啡杯Coffee Saucer 咖啡底盘Creamer Jug 奶缸Dessert Plate 甜品盘Dinner Plate 主食盘Espresso Cup 意式特浓咖啡杯Espresso Saucer 意式特浓咖啡底盘Salt & Pepper Shaker 盐与胡椒瓶Soup Bowl 汤碗Sugar Bow

16、l 糖缸Toothpick Holder 牙签盅Cereal Bowl 麦片碗Butter Dish 黄油Sauce Boat汁盅Tea Pot 茶壶Hollowware: 不锈钢用具Coffee Decanter玻璃 咖啡壶Coffee Pot 咖啡壶Coffee Urn咖啡炉Ice Bucket 冰桶Water Pitcher 冰水桶Wine Bucket w/stand 冰酒桶Wine Craft 酒篮Flatware: 餐具Appetizer Knife头盘刀 B/B Knife 面包刀Cake Knife 蛋糕刀Cake Server 蛋糕铲Demitasse Spoon 意式特浓咖

17、啡勺Dessert Fork 甜品叉Dessert Spoon 甜品勺Dinner Spoon 主菜勺Main Fork 主菜叉Main Knife 主菜刀Serving Fork 服务叉Serving Spoon 服务勺Serving Tong 服务夹Soup Ladle 汤勺Soup Spoon 汤匙Steak Knife牛排刀Tea Spoon 茶匙Glassware: 玻璃用具Champagne Flute 香槟杯Hi-Ball Glass 长饮杯Old Fashion 老式杯Red Wine Glass 红酒杯Sherry Glass 雪莉杯Tumbler 烈口杯Water Gobl

18、et 水杯White Wine Glass 白酒杯Juice Glass 果汁杯Meeting Floor Plan会议台型布置:Theatre style （Picture Attached）剧院式布置:（附图）Apply to lecture meeting （Normally most participants）适用于讲座式会议（人数较多）; LCP and Screen will be required for presentation提供投影,屏幕以供演示使用;Flexible set up, Make the best of space and be easy to add or

19、reduce number of seats.特点:布置较灵活,充分利用空间,可随时增加（减少）与会人数;Ice water station and coffee station will be required.需要设置冰水台和咖啡台Classroom Style （Picture Attached）教室式布置:Apply to the meeting that participants have to make note.适用与会者需作笔录的讲座式会议;The set-up take a lot of space and participants are limited.占用空间较多,人数

20、受限制;Generally, Head table will be required to set up.一般要设主席台;Ice water, mints, pencil, paper will be set on the table.提供冰水，薄荷糖; 铅笔和纸Theatre style and Classroom style can be mixed.与前者剧院式布置可结合使用;“U” Shape （Picture Attached）“U”字式布置:Apply to small seminar or lecture.适用小型研讨会或讲座;Normally, Low plant are re

21、quired to put in center of “U” or if not, lecturer can walk freely in center of “U”中间空间较大,放置植物或者让讲师自由走动;Limited participants人数受限制。Hollow Square （Picture Attached）“回”字式布置:Setup of Hollow Square is similar to “U” shape, but participants can be seated around the table.基本布置同”U”字型,四周均坐人;Plants will be re

22、quired to place in the center.中间空间较大,布置植物装饰;LCP and Screen will not be required generally.一般不用投影,屏幕等设备;Board Table （Pictured Attached）长桌式布置:Apply to small meeting that participants are below 20.适用于20人以下的小型会议;LCP can be placed on the meeting table.投影设备可直接放置在台上;Participants can be seated around table

23、when LCP is not available.不用投影设备时可四周坐人;Flower is required on the center of table.中间可放置花装饰;Cabaret Table小圆桌式布置:Apply to training that there are fewer participants.适用与人数较少的培训讲座;Easily change set up相对灵活,改动方便;It incarnate the vibrant atmosphere and pay attention to participation of attendee体现培训活跃气氛,注重与会

24、人员的参与;More Flip Chart will be required.一般提供较多夹纸板;Others Style （Picture Attached）其他形式布置:Fish Bone is basically same to classroom style.鱼骨式布置;基本同教室式布置;Double “U” shape双”U”字式布置;Meeting Service Sequence会议服务流程：Pre-meeting Preparations会议前准备工作:Open the meeting room half an hour before meeting starts提前半小时以上

25、打开会议室;Check the room temperature, lights and airiness.检查会议室温度，灯光以及通风状况。Notify Engineer Department to adjust air-condition or lights.通知工程部（空调,灯光）;Prepare the ice water准备冰水;Check the microphone, power and other AV equipments.会前检查麦克风,电源等A.V设备;Test AV equipments.AV设备的调试;Know organizers name.了解会议组织者的名字;Communicate with meeting organizer to realize whole meeting course.与