餐饮 SOP中英文对照版.docx

1、餐饮 SOP 中英文对照版Department 部门：Chinese Rest.餐饮部帝苑中餐厅Job Title职位：Service Associate餐厅经理Task工作职责：Order Taking 点 单Task No: 工作编号：001OJT Hours : 培训时间：30 Minutes30分钟INTRODUCTION介绍：Objective目标：: Order Taking 点 单Needs需要：: Greet the guests by name 用客人的姓名称呼客人Interest重要性：: Training Aids / Equipment培训设备： Computer an

2、d LCD Projector电脑、投影机TASK BREAKDOWN基 本 要 求MINIMUM STANDARDS工 作 详 述TRAINERS NOTE培 训 师 事 项1.The service associate approaches the guests with a writing pad and a pen in the hands, listen and write down what the guest ordered 服务员须拿好笔和本子前去点单，记下客人所点的内容2.Greet the guests by name 用客人的姓名称呼客人3.Make appropriat

3、e recommendations, advise portion size / combination 给客人适当的推荐或建议，比如分量和组成等4.Repeat order 一定要重复点单5.Thank you for the orders 感谢客人的点单Prepared by起草人：Anita Guo 郭玲玲Reviewed by审阅人：Eric Li李朝旭Approved by批准人：Mr. Peter Tay郑川竹Designation职位： Chinese Rest. Manager中餐厅经理Designation职位：F&B Director餐饮部总监Designation职位：G

4、eneral Manager总经理Sign & Date日期：May 20072007年5月Sign & Date日期：May 20072007年5月Sign & Date日期：May 20072007年5月Department 部门：Chinese Rest.餐饮部帝苑中餐厅Job Title职位：Service Associate餐厅经理Task工作职责：Captains Order 开单Task No: 工作编号：002OJT Hours : 培训时间：30 Minutes30分钟INTRODUCTION介绍：Objective目标：: Captains Order 开 单Needs需要

5、：: The orders should be written on the captains order according to the section where the products are produced 开单必须按出品部分开。Interest重要性：: Training Aids / Equipment培训设备： Computer and LCD Projector电脑、投影机TASK BREAKDOWN基 本 要 求MINIMUM STANDARDS工 作 详 述TRAINERS NOTE培 训 师 事 项1.A property where uses the captai

6、ns order as ordering system, the procedure of order taking should be applied, when the order is written on the captains order, the service associate must fill in all details i.e. table number, number of person, Waiter, Date 在用开单本操作的酒店，必须有合适的操作程序，服务员应该按照要求逐项填入应有内容：桌号、客人数、员工名和日期2. The orders should be

7、 written on the captains order according to the section where the products are produced 开单必须按出品部分开。3. All copies to be handed to cashier for verification, meanwhile the cashers copy will be kept by the cashier, the service associate should then take the rest of the copies to the pantry for distribut

8、ion to the specific sections with the number of clips according to the number of dishes stated, the number marked on the clips should be same as the table number stated on the captains order开好单所有的各联必须交给收银员确认，同时，收银联交收银员保留，然后其它联由服务员送到备餐间，根据开单上的菜品数量夹上相应数量的夹子后分送到相应的各出品部，夹子的桌号和开单本上标明的桌号必须一致。4. Waiters co

9、py should be kept in the service station for reference, item that has been served, should be crossed out by the server 服务员联应保留在服务区间备查，已上的菜品必须从服务联上划去。Prepared by起草人：Anita Guo 郭玲玲Reviewed by审阅人：Eric Li李朝旭Approved by批准人：Mr. Peter Tay郑川竹Designation职位： Chinese Rest. Manager中餐厅经理Designation职位：F&B Director

10、餐饮部总监Designation职位：General Manager总经理Sign & Date日期：May 20072007年5月Sign & Date日期：May 20072007年5月Sign & Date日期：May 20072007年5月Department 部门：Chinese Rest.餐饮部帝苑中餐厅Job Title职位：Service Associate餐厅经理Task工作职责：Menu Knowledge 菜单知识Task No: 工作编号：003OJT Hours : 培训时间：30 Minutes30分钟INTRODUCTION介绍：Objective目标：: Men

11、u Knowledge 菜单知识Needs需要：: To describe the dishes on the menu to the guest in a simple and clear way 将菜单上的菜品用简单和明确的办法介绍给客人。Interest重要性：: Training Aids / Equipment培训设备： Computer and LCD Projector电脑、投影机TASK BREAKDOWN基 本 要 求MINIMUM STANDARDS工 作 详 述TRAINERS NOTE培 训 师 事 项1.To describe the dishes on the me

12、nu to the guest in a simple and clear way 将菜单上的菜品用简单和明确的办法介绍给客人。2.To pronounce all food items in the menu accurate 能准确说出菜名3.To know the ingredients and cooking method of all items on the menu 必须熟悉菜单上的菜品的配料和制作方法4.To know the preparation time of each dish 了解每一道菜的准备时间5.To know what condiments and / or

13、sauce to serve with the dish 熟悉菜品所需跟的调配料6.To know how the dish should be served 熟悉每一道菜的正确服务方式7.To know which section of kitchen to produce the dish 熟悉每一道菜的厨部分工8.To know what are the daily specials and seasonal ingredients 熟悉当日特荐和时令菜品9.To know what item is out of stock 熟悉当日估清10.To know which are the

14、signature dishes of the restaurant 熟悉本餐厅的拿手（招牌）菜品11.To know what else can be proposed to guest in terms of cooking method besides the one listed and make appropriate recommendations 熟悉除了菜单上的菜品制作方法以外的可以向客人推荐的制作方法以便做适当的建议。12.To know the selling price of the dish 熟悉每道菜的售价13.To know the portion size of

15、each dish and give appropriate advises to the guest especially those served in pieces 熟悉每道菜的分量以便给客人提出适当的建议，尤其是那些以位上的菜品14.To know the history and the place of origin of the ingredients or dishes 了解菜品或原料的原产地和历史来源Prepared by起草人：Anita Guo 郭玲玲Reviewed by审阅人：Eric Li李朝旭Approved by批准人：Mr. Peter Tay郑川竹Design

16、ation职位： Chinese Rest. Manager中餐厅经理Designation职位：F&B Director餐饮部总监Designation职位：General Manager总经理Sign & Date日期：May 20072007年5月Sign & Date日期：May 20072007年5月Sign & Date日期：May 20072007年5月Department 部门：Chinese Rest.餐饮部帝苑中餐厅Job Title职位：Service Associate餐厅经理Task工作职责：Breakfast Service 早餐服务Task No: 工作编号：00

17、4OJT Hours : 培训时间：30 Minutes30分钟INTRODUCTION介绍：Objective目标：: Breakfast Service 早餐服务Needs需要：: All seating arrangements for bookings must be assigned accordingly before opening the door餐厅营业之前必须安排好所有的餐桌和座位Interest重要性：: Training Aids / Equipment培训设备： Computer and LCD Projector电脑、投影机TASK BREAKDOWN基 本 要 求

18、MINIMUM STANDARDS工 作 详 述TRAINERS NOTE培 训 师 事 项1.All seating arrangements for bookings must be assigned accordingly before opening the door餐厅营业之前必须安排好所有的餐桌和座位。2.All mise-en-place must be ready for service as per SOP stated before opening营业之前必须按照规定的标准服务程序做好准备工作。3.Check with pantry and kitchen to ensur

19、e that all confirmed menus and reserved items are in place检查备餐间和厨房，确保所有的菜单及服务用具放在合适的位置4.All staff are ready and stand by for service所有员工做好准备并且站位。5.All sections in the kitchen are ready for service厨房内的各个区域都已准备就绪。6.The updated newspapers are ready报纸已更新完毕。7.Check the lighting, air-con are on, the fire

20、exits are unlocked检查所有的灯光，空调都在工作的状态，安全出口确保是开启的。Prepared by起草人：Anita Guo 郭玲玲Reviewed by审阅人：Eric Li李朝旭Approved by批准人：Mr. Peter Tay郑川竹Designation职位： Chinese Rest. Manager中餐厅经理Designation职位：F&B Director餐饮部总监Designation职位：General Manager总经理Sign & Date日期：May 20072007年5月Sign & Date日期：May 20072007年5月Sign &

21、Date日期：May 20072007年5月Department 部门：Chinese Rest.餐饮部帝苑中餐厅Job Title职位：Service Associate餐厅经理Task工作职责：Lunch Service 午餐服务Task No: 工作编号：005OJT Hours : 培训时间：30 Minutes30分钟INTRODUCTION介绍：Objective目标：: Lunch Service 午餐服务Needs需要：: All seating arrangements for bookings must be assigned accordingly before open

22、ing the door 开餐前座位安排必须就绪Interest重要性：: Training Aids / Equipment培训设备： Computer and LCD Projector电脑、投影机TASK BREAKDOWN基 本 要 求MINIMUM STANDARDS工 作 详 述TRAINERS NOTE培 训 师 事 项When the guests arrive at the restaurant, they must be welcome by cheerful smiling faces with a warm and polity greeting Good Mornin

23、g OR Ni Hao in China 当客人到来时，在门口必须有人迎接，迎接者的微笑必须灿烂，问候必须礼貌，英语的“GOOD MORNING”或国语的“您好”是必须要有的1.All seating arrangements for bookings must be assigned accordingly before opening the door 开餐前座位安排必须就绪2.All mise-en-place must be ready for service as per SOP stated before opening 所有的准备工作必须按照标准工作程序所要求的在餐前做好3.Ch

24、eck with pantry and kitchen to ensure that all confirmed menus and reserved items are in place 检查一下备餐间和厨房，确定所有预定的菜单和确定的菜品都已经准备就绪4.ATo call the guests of party for 6 and above and those who have booked the PDRs to reconfirm and to reconfirm the time, number of persons and all related details, if ther

25、e is any changes, alterations / adjustments must be done right away领位员须给六人以上的定了包房的客人打电话以确认时间、客人数和所有相关的细节，若有任何变化，须马上给客人提出相应的建议并变更相关的所有内容5.All staff are stand by and ready for service 所有员工须时刻准备待命6.All sections in the kitchen are ready for service 厨房的各部必须一切准备就绪7.The updated newspapers are ready 报纸必须是最新

26、的8.Check the lighting, air-con are on, the fire exits are unlocked 检查灯光、空调是否已经开启，防火通道门是否已经开启9.All tables are properly set as required 所有桌面均已按照预定要求调整摆放10.The pantry has all condiments and sauces prepared as per SOP备餐间的所有调配料均已经按照标准工作程序准备就绪11.The door of the restaurant must be opened on time, there is

27、no circumstances the door can be opened later than originally scheduled 餐厅的开门时间必须准时，任何时候餐厅的门都不可以比规定营业时间晚开12.If the dim sum SOP is NCR tick form, the tick forms in folder with a pen must be placed on all guest tables13.If the Dim Sum are to be served from trolleys, all trolleys must be ready for serv

28、ice14.The guests to be brought to the designated table, the service associate must approach to the guest and greet them with a shining smiling face and the SOP stated should be applied 当客人被带到相应的餐桌前时，服务员必须马上按照标准服务程序的要求带着灿烂的微笑上前15.The names on directional sign are set accordingly 方向标志必须事先放好16.The PDRs

29、 are set according to the requirements as per required 包房必须根据客人的要求布置好17.For those parties to be held in PDRs, thus the menu is still not yet confirmed, a menu proposal to be ready for the guest and propose to them when they arrive 对那些定了包房但还没有确定菜单的客人，建议的菜单必须事先准备好，一旦客人到了以后就可以向客人推荐了Prepared by起草人：Anita

30、 Guo 郭玲玲Reviewed by审阅人：Eric Li李朝旭Approved by批准人：Mr. Peter Tay郑川竹Designation职位： Chinese Rest. Manager中餐厅经理Designation职位：F&B Director餐饮部总监Designation职位：General Manager总经理Sign & Date日期：May 20072007年5月Sign & Date日期：May 20072007年5月Sign & Date日期：May 20072007年5月Department 部门：Chinese Rest.餐饮部帝苑中餐厅Job Title职位：Service Associate餐厅经理Task工作职责：Service - A La Carte Dining 服务 单点用餐Task No: 工作编号：006OJT Hours : 培训时间：30 Minutes30分钟