香格里拉餐饮宴会部标准工作程序doc.docx

1、香格里拉餐饮宴会部标准工作程序docDEPARTMENT: Banquet JOB TITLE: Service AssociateTASK NO: SOP BQT 001TASK: Ready to be on duty EQUIPMENT REQUIRED: Keys, checklistWHAT TO DOHOW TO DO ITWHYReady to be on duty.- Staff must be on time to come to work with smile, clean uniform and well groomed.- Hotels standard.PREPARE

2、D BY:APPROVED BY: DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Team LeaderTASK NO: SOP BQT 002TASK: How to open a function room EQUIPMENT REQUIRED: Function room key, opening checking listWHAT TO DOHOW TO DO ITWHYAll must be ready for

3、 service 30 minutes prior to the functions start.- Check the setup of the tabletop and readiness of the utensils in the Service Station.- Ensure that all of the preparation is done in time.- Arrange the appropriate assignments to the staff.- Get it right the first time and every single time will hel

4、p to make our guest function enjoyable, this will please them.- To delight our customers by being helpful is a sign of courteous service.- Planning to ensure the function can be successful is part of our professional service and of Shangri-La care.PREPARED BY; APPROVED BY: DESIGNATIONService Manager

5、SIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATE DEPARTMENT: Banquet JOB TITLE: Service AssociateTASK NO: SOP BQT 003 TASK: How to open an bar EQUIPMENT REQUIRED: Table, skirting, table clothWHAT TO DOHOW TO DO ITWHYSet the bar table.Set glassware on table.Set liquors.- Set the bar table with

6、skirting. * Table must be in good condition and balance. * Table cloth and skirting must be well pressed without any stain and holes.- Set the glassware according to the types of beverage ordered.- All glassware must be free of spots and no chip.- Ensure sufficient glassware.- Arrange the liquor in

7、descending order in term of bottle height with the tallest bottle in the middle.- All bottles must be full.- All bottles must be clean without any stain.- Show our standards which will please our guest.- Show we care for our guests.- Show our standards and to delight our guests.- Show our honesty.PR

8、EPARED BY: APPROVED BY :DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE : Team Leader TASK NO: SOP BQT 004TASK: Daily BriefingEQUIPMENT REQUIRED: White board and briefing book. WHAT TO DOHOW TO DO ITWHYDaily briefing.- To conduct pre-serv

9、ice briefing on: Hotel information. Daily room occupancy. VIPs arrival/in-house. Customer delight practices. Customers comments. Daily chefs special. Item/dishes to recommend.- To ensure staff are well informed on a daily basis to perform their job effectively.PREPARED BY: APPROVED BY : DESIGNATIONS

10、ervice ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Service Associate TASK NO: SOP BQT 005TASK: How to check a buffet EQUIPMENT REQUIRED: Event order WHAT TO DO HOW TO DO ITWHYCheck the table.Check the food items.Check chinaware and cutleries.Check the

11、bar.- Check the number of buffet tables against Attendance.* Make sure enough seats to sit the guests.- Check the distribution of food items.- Check the pre situation of food items.- Check the quantity of all chinaware and cutleries according to the Attendance. * Make sure all chinaware and cutlerie

12、s are free of spots.- Enough beverages to be offered for the gusts.- Enough glassware to be served. All glassware must be free of spots and no crack.- Get it right the first time and every single time is very important to delight our customer- Taking personal care and responsibility to ensure guests

13、 satisfaction.- To ensure have enough supply to delight our customer.PREPARED BY: APPROVED BY : DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE /DATEDEPARTMENT: BanquetJOB TITLE: Team LeaderTASK NO: SOP BQT 005TASK: How to check a buffet (continue)EQUIPMENT REQUIRED: Chec

14、k list and even orderWHAT TO DOHOW TO DO ITWHYThe following can be taken into consideration:Number of buffet tables against attendance.Distribution of food items.Presentation of food items.Replacements frequency.- Liaise with chef to check buffet for standards:- Number of buffet tables against atten

15、dance.- Distribution of food items.- Presentation of food items.- According the event order to check the items of the food set up.- According the event order to check the bar set up.- Get it right the first time and every single time, it also delights our guests.PREPARED BY: APPROVED BY:DESIGNATIONS

16、ervice ManagerSIGNATURE/DATEDESIGNATION General ManagerSIGNATURE/DATE DEPARTMENT: Banquet JOB TITLE: Service Associate TASK NO:SOP BQT 006TASK: How to check a function roomEQUIPMENT REQUIRED: Event orderWHAT TO DOHOW TO DO ITWHYPick up event order.- Event order to be collected by the clerk form the

17、catering office every day.- Room set up must fully achieve require from the event order.* White board and flip chart must be clean and without dust and marker prints.*Markers should be tested before function starts.- Check the floor carpet.* Floor should be clean without dust of 8 waste papers baske

18、ts.- Check the air condition.* Air-con set at 20-21 degree.- Check the lighting.* No blown bulb and set the AV.Presentation lighting as needed.- Get information as soon as possible to operate the function, this shows professional service.- Care for the customer guest satisfaction and enjoyment.- Tak

19、ing personal care to delight customer.- Comfort our customer of make them feel that they make the right choice to have function in Shangri-La Hotel.PREPARED BY: APPROVED BY: DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Service Associa

20、te TASK NO:SOP BQT 006TASK: How to check a function room (continue)EQUIPMENT REQUIRED: Event orderWHAT TO DOHOW TO DO ITWHYCheck equipment.- Turn on the equipment to make sure they are working properly.- Walk around table, look at the set-up and look at the skirting, tables, glasses, pads and pencil

21、s.* Skirting must be well pressed and straightened.* Table cloth must be clean without any spot and cracks.* Every seat must have a pad and pencil.- Get it right the fist time and every single time.- Taking personal care and responsibility to ensure the guests get what they want.- A professional, we

22、ll planned function shows a caring and sincere service.PREPARED BY: APPROVED BY:DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Service Associate TASK NO:SOP BQT 007TASK: How to refresh a function roomEQUIPMENT REQUIRED: Glass rack and g

23、lassware WHAT TO DOHOW TO DO ITWHYRefresh room only during all luncheon and coffee breaks.Make sure the glassware are spotless and the table cloths are not stain.-Empty the waste baskets.- Remove the ashtrays and replace them with fresh ones.- Put the fresh water in the water pitches.- Replace sweet

24、s.- Straighten the chairs.- Set the fresh glasses on the tables.- Pick up any excess paper on the tables or floor.-Show we care and delight our guests.- A clean and tidy function area will please our guests by making the atmosphere more comfort-able.PREPARED BY: APPROVED BY:DESIGNATIONService Manage

25、rSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT ：BanquetJOB TITLE：Service Associate TASK NO: SOP BQT 008TASK: How to set up a western meal EQUIPMENT REQUIRED：Chinaware and cutleryWHAT TO DOHOW TO DO ITWHYAll table settings in the function room with a specified uniform setting, line

26、n, china, glass, flatware are placed on a cover. Glassware will be spotless and cutleries are polished before setting up the table.- Make sure the tabletop is clean and free of water spots.- Position the table clothes according to standard use the chair as guidance.- Place dinner knives on right han

27、d side of the covers: 1) Blade face in 2) Straight 3) One thumb from edge of table- Place dinner fork on left hand side of cover: 1) Straight 2) One thumb from edge of table- Allow enough space between fork and knife to be able to place a dinner place 30cm. - Minimum hotel requirements. - Maintain a

28、 standard and to delight customer is part of providing proper sincere service.- Consistency- Minimum hotel requirementPREPARED BY: APPROVED BY : DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT : Banquet JOB TITLE : Service Associate TASK NO : SOP BQT 008TAS

29、K： How to set up a western meal (continue)EQUIPMENT REQUIRED：Chinaware and cutleryWHAT TO DOHOW TO DO ITWHYHold the cutlery by the handle; make sure no fingerprints are on the blades. Glass has no spot and crack.Napkins must be clean and well pressed.Chinaware must be clean and properly set.- - Plac

30、e the butter plate on the left- side of the cover and the dinner fork 6cm from edge of table.- Place the butter knife (black out).- Place the water glass at the tip of knife.- Place the napkin at the center of the cover using the chair position as guidance.- According to the amount of the covers on the table set: a) Salt & pepper shakers