餐饮SOP服务篇.docx

1、餐饮SOP服务篇Standard Operation Procedure Manual For GE SiteSOP- ServiceAuthored by: Ruby HuangDate: 2009.6.1Reviewed by: Elaine Chen#: 1SOP-服务篇STANDARD OPERATIONS PROCEDURES TABLE OF CONTENTSSERVICE PROCEDURES1.ADEN CATERING SERVICES TO GE通用现场不同类型的配餐服32.CONCEPT OF OPERATION营运模式43.SERVICE AREA OPENING PR

2、OCEDURES FOR STAFF & SUPERVISOR员工及主管 服务区开始程序174.STANDARD SERVICE FOR WESTERN MENU西餐服务标准205. RECHARGING INSTRUCTION OF DINING CARDGE员工用餐卡充值指导226. CUSTOMER SATISFACTION SURVEY PROCEDURE满意度调查程序237. HANDLING CUSTOMER COMPLAINTS投诉处理 7.1 CUSTOMER COMPLAINT AND COMPLAINT HANDLEING PROCEDURE客户投诉及投诉处理流程247.2

3、 HANDLING CUSTOMER COMPLAINTS PROCEDURES常规处理客户投诉方法277.3 HANDLING OBJECTIONS IN SERVICE服务中的客户异议处理29ADEN CATERING SERVICES TO GE通用现场不同类型的配餐服务SERVICESCOPE OF SERVICETIMINGSESTIMATED NUMBER OF CUSTOMERSBREAKFAST SERVICENOODLES / CONGEE稀饭/面条WESTERN SET MENU西式早餐BEVERAGE饮料7:00 to 9:30 AM7:00 to 9:30 AM7:00

4、 to 9:30 AMLUNCHNOODLES / CONGEE稀饭/面条WESTERN SET MENU西式餐CHINESE SET MENU中式餐PIZZA & PASTA MENU批萨意面CHINESE ALA CARTE MENU中式ALA CARTE菜单FRUIT, YOGURT & DESSERT MENU水果，酸奶及甜点BEVERAGE饮料11:00 to 13:30PM11:00 to 13:30PM11:00 to 13:30PM11:00 to 13:30PM11:00 to 14:00PM11:00 to 14:00PM11:00 to 14:00PMDINNERNOOD

5、LES / CONGEE面条、水饺CHINESE ALA CARTE MENU零点FRUIT, YOGURT 水果、酸奶BEVERAGE STATION饮料17:00to19:00 PM17:00 to 19:30PM17:00 to 19:30PM17:00 to 19:30PM(* UPDATED AS NEEDED BY THE SITE MANAGEMENT TEAM)CONCEPT OF OPERATION营运模式SERVICE STATIONS服务区域FIRST LEVEL第一层STATION NAME服务线名称NOODLES / CONGEE STATION面条/稀饭供应台TIM

6、INGS时间BREAKFAST早餐7:00 to 9:30 AMLUNCH 午餐 11:00 to 13:30 PM DINNER晚餐17:00to19:30 PMDRAWING绘图LIST of EQUIPMENT设备清单CODE编号EQUIPMENT设备SPECS规格QTY数量2.01Counter Noodle台面No specified specs12.02Glass Shelf Sneeze Guard玻璃口水罩1500x450x520mm HCustom Made (w/Heat Lamps 2.09)32.04Drop-in Hot Food Unit, 4 wells嵌入式四格

7、保温槽Local made with water refiller12.05Heated Display Shelf嵌入式保温展示架GRSBF-48-SHATCO Brand22.06Reach-In-Refrigerator 2 section双门冰箱1220x750x1945mmLocal made self contained22.07Exhaust Ventilator不锈钢脱排油网烟罩3800x1300x600mmCustom made - local12.08Wall Shelf, 1 tier单层靠墙货架1600x350 custom made local12.09Heat La

8、mp电热食物保温灯GRAH-48 HATCO32.10Wall Flashing不锈钢封墙板3800x1200mm custom made local12.11Spaghetti cooker, electric煮面机OMFE4090OZTI12.12Induction Wok w/ counter 6 rings不锈钢桌2200x750x800 custom made local12.13Back counter w/ sink后备操作台2200x750x800 custom made local12.14U/C refrigerator, 1 sect, 冰箱Local made self

9、 contained12.17Handsink with Soap & Towel Dispenser洗手槽配洗手液，擦手纸450x380x670mm custom made3MENU ASSIGNMENT菜单组成ALA CARTE MENU BREAKFAST, LUNCH & DINNER菜单-早餐，午餐和晚餐All Oriental Noodles中式面条All Congee Variants所有类型的粥SERVICE STYLE 服务方式Counter Type Service Ala Carte点单Scoop-As-Order 排队自选SERVICE WARE REQUIREMENT

10、S TO BE PROVIDED BY ADEN提供餐具Noodle Bowls面碗Plate Liners 10-12” diameters十寸餐盘Chopsticks筷子Chinese Soup Spoons中式汤勺Service Trays餐盘EHS REQUIREMENTSEHS建议Fire Extinguishers灭火器Trash Bins with Covers带盖垃圾桶PPE and Standard Hygiene Uniforms for all staff向员工提供PPE及符合卫生规范的制服STATION NAME服务线名称WESTERN SET MENU STATION

11、西餐档口HOURS OF SERVICE OPERATIONS服务时间BREAKFAST7：00 to 9:30AM早餐 7：00 to 9:30AMLUNCH11:00 to 13:30PM 午餐 11:00 to 13:30PMDINNER NOT PROVIDE不提供晚餐DRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY GEGE提供的设备名单CODE编号EQUIPMENT设备SPECS规格QTY数量3.01Counter Western Grill西餐台面No specified specs13.02Glass Shelf Sneeze Guard玻

12、璃口水罩1400x450x520mm HCustom Made (w/Heat Lamps 2.09)13.03Mobile Plate Dispenser食物加热板GRSBF-48-SHATCO Brand(unheated)23.04Heated Display Shelf加热展示架HATCO23.05Reach-In Freezer, 1 sect单层冰箱630x750x1945mm self contained13.07Back Counter w/ Sink不锈钢单星盆工作台2000x750x800 custom made13.09Charbroiler (Electric)扒炉OG

13、P8075NCounter unit13.10Salamander Broiler (Electric)烤面包机OS200 OZTI Wall mounted13.11Griddle (Electric)煎板炉OGP8075OZTI COUNTER UNIT13.11Low Boy Refrigerator w/drawer三抽屉式冰箱1800x750x500mm local made13.02Heat Lamp电热食物保温灯GRAH 48HATCO13.15Fryer (Electric)炸炉OFE-101 Henny Penny23.17Wall Shelf, 1 tier单层靠墙货架20

14、00x350mm Custom made13.18Wall Flashing不锈钢封墙板3800x1200mmCustom made1MENU ASSIGNMENT 菜单组成ALA CARTE MENU BREAKFAST, LUNCH Western Breakfast Set MenuWestern Lunch 点菜式-早餐、午餐* 西式早餐定食* 西式午餐定食SERVICE STYLE / CONCEPT服务模式Counter Type Service Ala Carte 点单模式Made-to-Order Breakfast 早餐自选点单Scoop-As-Ordered Lunch 午

15、餐定食和点单SERVICE WARE REQUIREMENTS TO BE PROVIDED BY ADEN餐具提供Lunch Set Menu Plates 10-12”10-12寸小盘Lunch Side Salad Dish Plate 4-6”4-6寸色拉盘Lunch Soup Bowl 3-4 oz. capacity3-4盎司汤碗Spoon, Fork, Knife勺、叉、刀Service Trays餐盘EHS REQUIREMENTSEHS要求Fire Extinguishers灭火器Trash Bins with Covers带盖垃圾桶PPE and Standard Hygi

16、ene Uniforms for all staff员工穿着PPE和符合卫生要求的制服STATION NAME服务线名称CHINESE SET MENU A STATION中式套餐A HOURS OF SERVICE OPERATIONS服务时间LUNCH午餐11:00 to 13:30PM DRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY GE设备名单CODE编号EQUIPMENT设备SPECS型号QTY数量4.01Counter Western GrillNo specified specs14.02Glass Shelf Sneeze Guard玻璃

17、口水罩1400x450x520mm HCustom Made(w/Heat Lamps 2.09)14.03Mobile Plate Dispenser活动式双头碟机OTDN1050 OZTI BRAND(unheated)14.04Drop-in hot food unit,4-well嵌入式四格保温槽HATCO14.05Reach-In Freezer, 1 sect冰箱630x750x1945mm self contained14.06U/C refrigerator,2-sect台下型双门平台冰箱GRFHS-PT26HATCO14.07Back Counter w/ Sink不锈钢单星

18、盆工作台2000x750x800 custom made14.09Char broiler (Electric)电子烤炉OGP8075NCounter unit14.10Hand sink挂墙式不锈钢单星洗手消毒盆台OS200 OZTIWall mounted14.11Griddle (Electric)电子煎饼锅OGP8075OZTI COUNTER UNIT14.13Exhaust Ventilator不锈钢脱排油网烟罩GRAH 48HATCO14.15Heat Lamp电热食物保温灯OFE-101Henny Penny24.17Wall Shelf, 1 tier挂墙式单层货架2000x

19、350mmCustom made14.18Wall Flashing不锈钢墙封板3800x1200mmCustom made1MENU ASSIGNMENT菜单组成Chinese set menu A中式A套餐Chinese Dimsum & * Chinese set menuSERVICE STYLE / CONCEPT服务模式Scoop-As-Order定量定食SERVICE WARE REQUIREMENTS TO BE PROVIDED BY ADEN餐具提供Service Trays餐盘Plate Liners 10-12” diameters十寸餐盘Chopsticks筷子Chi

20、nese Soup Spoons中式汤勺EHS REQUIREMENTSEHS要求Fire Extinguishers灭火器Trash Bins with Covers带盖垃圾桶PPE and Standard Hygiene Uniforms for all staff员工穿着PPE和符合卫生要求的制服 STATION NAME服务线名称CHINESE SET MENU B STATION中式B套餐HOURS OF SERVICE OPERATIONS服务时间LUNCH午餐11:00 to 13:00PMDRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY

21、GE设备名单CODE编号EQUIPMENT设备SPECS型号QTY数量6.01Counter台面No specified specs16.02Glass Shelf Sneeze Guard口水罩1400x450x520mm HCustom Made(w/Heat Lamps 2.09)16.03Mobile Plate Dispenser可移动分盘器OTDN1050 OZTI BRAND(unheated)16.04Heated Display Shelf嵌入式食物保温板HATCO16.05Reach-In Freezer, 1 sect冰箱630x750x1945mm self conta

22、ined16.06Food Warmer Counter Top, Electric电子食品加热台GRFHS-PT26HATCO16.07Stainless steel table不锈钢工作台2000x750x800 custom made16.09Charbroiler (Electric)烤肉机OGP8075NCounter unit16.10Salamander Broiler (Electric)电子烤炉OS200 OZTIWall mounted16.11Griddle (Electric)电饼档OGP8075OZTI COUNTER UNIT16.12Low Boy Refrige

23、rator w/ drawers冰箱1800x750x500mm local made16.13Heat Lamp电热食物保温灯GRAH 48HATCO16.15Fryer (Electric)电炸炉OFE-101Henny Penny26.17Wall Shelf, 1 tier挂墙式单层货架2000x350mmCustom made16.18Wall Flashing不锈钢墙封板3800x1200mmCustom made1MENU ASSIGNMENT菜单组成CHINESE SET MENU LUNCH 中式套餐SERVICE STYLE / CONCEPT服务模式Counter Typ

24、e Service Set Menu 自选定食Scoop-As-Order定量供应SERVICE WARE REQUIREMENTS TO BE PROVIDED BY ADEN餐具提供Service Trays餐盘Dish Plates小餐盘Soup and Rice Bowls小碗Chopsticks筷子Chinese Soup Spoons勺子EHS REQUIREMENTSEHS 要求Fire Extinguishers灭火器Trash Bins with Covers带盖垃圾桶PPE and Standard Hygiene Uniforms for all staff员工穿着PPE

25、和符合卫生要求的制服STATION NAME服务线名称CHINESE ALA CARTE MENU STATION零点服务区HOURS OF SERVICE OPERATIONS服务时间LUNCH午餐11:00 to 14:00PMDINNER晚餐17:00 to 19:30PMDRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY GE设备清单9.01COUNTER (SUSHI) (餐台)19.02DROP-IN REFRIG. MERCHANDISER (嵌入式玻璃冷藏展示柜)1500*600*620Hmm49.04TRASH CONTAINER (垃圾箱

26、)29.06GLASS SHELF SNEEZE GUARD (玻璃口水罩)1500*450*520mm H29.10PLATE DISPENSER, MOBILE (活动式双头碟机)29.11U/C REFRIGERATOR, 2-SECT. U/C(台下型双门冰箱)1200*750*800mm H29.12U/C HOT HOLDING CABT, MOBILE U/C(活动式台下型保温热柜)39.13DROP-IN HOT FOOD UNIT, 3-WELL (嵌入式三格保温槽)39.14HEAT LAMP (电热食物保温灯)3MENU 菜单组成CHINESE ALA CARTE MEN

27、U LUNCH & DINNER 中餐零点午餐和晚餐SERVICE STYLE / CONCEPT服务模式Counter Type Service Ala Carte Menu零点Scoop-As-Order定量供应SERVICE WARE REQUIREMENTS 餐具提供Dish plates小餐盘Soup & rice bowls 小碗Chopsticks筷子Soup Spoon汤勺EHS REQUIREMENTSEHS 要求Fire Extinguishers灭火器Trash Bins with Covers带盖垃圾桶 Standard Hygiene Uniforms for all

28、 staff员工穿着符合卫生要求的制服STATION NAME区域名称PIZZA & PASTA MENU STATION批萨&意面档口HOURS OF SERVICE OPERATIONS服务时间LUNCH午餐11:00 to 13:30PM DRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY GE设备清单8.01COUNTER (DELI) (餐台)1set8.02UV CONTROL PANEL (紫外控制板)1set8.03GLASS SHELF SNEEZE GUARD (玻璃口水罩)1set8.04HEATED DISPLAY SHELF (嵌入式食物保温板)2set8.05DELI CASE W/ POLY BOARD (熟食箱带塑料板)1set8.06