餐厅规章制度中英文.docx

1、餐厅规章制度中英文BANQUET BEST PRACTICES IMPLEMENTATION RECORD 咖啡厅最佳操作规程实施记录ITEMJANFEBMARAPRMAYJUN1 All air-conditioners are switched on only one hour ahead daily operation is beginning 餐厅的空调系统电源在营业前一小时才能打开2 All electrical appliances are switched off when not in use 所有电器不用时需关掉电脑3 Switch off lights after use

2、不用时关灯4 50%lights on for pre set-up and staff set-up在布展及摆台时把灯光调至50%状态5 Turn off lights bulbs after daily operation is finished每日营业结束后关闭所有照明电源6 Turn off lights of Ballroom and B1 foyer when function finish宴会结束后及时关闭二楼及B1走廊灯7 Turn off elevator when function finish在宴结束后及时关闭扶手电梯8 Reuse of glass covers 重复利

3、用杯盖9 Reuse of coasters 重复利用杯垫10 Reuse of pencil and note pad 重复利用会议用纸及铅笔11 Reuse of matches boxes重复利用火柴12 Shut off the water tap omnivorously, do not use hot water随时手关闭水龙头,不必用热水就不用13 Close all refrigerators door omnivorously, as well all ice machines cover board 随时手关闭冰箱冷柜的门与制冰机盖板14 Use reusable pape

4、r for all internal purpose内部使用可重复利用的纸张15 Banquet not using bronzed logo head paper for meeting宴会部不以烫金抬头纸作为会议用纸16 As much as possible to use natural lighting resources 尽量使用自然淘汰或其它能源17 Banquet takes back unused bread which been from coffee/tea break, and send back to Pastry for other purpose宴会部咖啡/茶点,多

5、余的面包须送还饼房18 Banquet use artificial flowers to decorate tables instead of fresh flowers 宴会部摆台以人造花替代鲜花19 Warmer/Heating Trollies should be turned off after use 加热器用后须关闭Checked and signed by 检查： Outlet Manager 部门经理： Verified and signed by 审核： Director of F&B 餐饮经理/总监：*Please put a tick if completed 请在完成

6、的项目栏中划对号.COFFEE GARDEN BEST PRACTICES IMPLEMENTATION RECORD 咖啡厅最佳操作规程实施记录(7-12月)ITEMJUL AUG SEPOCTNOVDEC1 Unused butter is returned to the kitchen for cooking 将客人未用过的黄油送回厨房用于烹调（咖啡厅）2 Use environmental friendly shopping bags 利用环保购物袋3 Recycle story foam buffet decoration and outside of hotel重复利用自助餐装饰泡

7、沫可用于外卖4 Reuse of stirs搅棒的重复使用5 Reuse of cocktail picks果签的重复使用6 Reuse of match boxes火柴盒的重复使用7 Shut off the water tap omnivorously. Do not use hot water whenever it is unnecessarily随手关闭水龙头,不必用热水就不用8 Reuse used Infrasys single and duplicable double layer paper rolls to make note pads for staff双联与单联打印纸,

8、 制成记录本供员工使用重复利用杯盖9 Close all refrigerators door omnivorously , as well all ice machines cover board 随手关闭冰箱冷柜的门与制冰机盖板10 As much as possible using of napkin instead of paper napkins 尽量使用面巾, 以减少纸巾的使用(咖啡厅)11 Use reusable paper for all internal purpose 内部使用可重复利用的纸张12 Room Service takes back fruits amenit

9、ies from guest rooms, and must send to kitchens and bars for other purpose if quality is acceptable送餐部从客房收回的水果,如无裨上的问题,必须送给厨房与酒吧用于其它用途13 Superfluous hot coffee/tea can be used for iced tea or coffee 多余的热咖啡/茶可用于制作冻咖啡/茶14 The lemon used for cold lemon tea can be used for washing dishes冻柠檬茶用过的柠檬角,可以用于浸

10、泡餐具Checked and signed by 检查： Outlet Manager 部门经理： Verified and signed by 审核： Director of F&B 餐饮经理/总监：*Please put a tick if completed 请在完成的项目栏中划对号.LOBBY LOUNGE BEST PRACTICES TMPTEMENTATION RECORD大堂酒廊最佳操作规程实施记录（1-6月）ITEMJANFEBMARAPRMAYJUN1 All air-conditioners are switched on only one hour ahead dail

11、y operation is beginning 餐厅的空调系统电源在营业前一小时才能打开2 All electrical appliances are switched off when not in use 所有电器不用时需关掉电脑3 All chandeliers are turned off during the day 吊灯在白天可以不用4 Switched off lights after use 不用时关灯5 Unused individual sachest/container from tables are not thrown but reused after checki

12、ng 将餐桌上客人未用过的单包装的物品重新储存,检查后再利用不丢掉6 Turn off all lighting bulbs after daily operation is finished每日营业结束以后关闭所有照明电源7 Reuse of glass covers杯盖的重复使用8 Unused paper napkins to be collected back for recycling餐巾纸的重复使用9 Reuse of coasters 杯垫的重复使用10 Reuse of cocktail picks 搅棒的重复使用11 Reuse of used match boxes果签的重

13、复使用12 Reuse of used match boxes火柴盒的重复使用13 Shut off the water tap omnivorously, do not use hot water wherever it is unnecessary 随手关闭水龙头,不必用热水就不用14 Reuse used infrasys single and duplicate double layered paper rolls to make note pads for staff随手关闭冰箱冷柜的门与制冰机盖板15 Use reusable paper for all internal purp

14、ose内部使用可重复利用的纸张16 Superfluous hot coffee/tea can be used for iced 多余的咖啡/茶可用于制作冻咖啡/茶17 Warmers should be turned off after close lobby lounge加热器在大堂吧关门后关闭18 The lemon used for cold lemon tea can be used for dish washing 冻柠檬茶用过的柠檬角可用于泡餐具Checked and signed by 检查： Outlet Manager 部门经理： Verified and signed

15、by 审核： Director of F&B 餐饮经理/总监：*Please put a tick if completed 请在完成的项目栏中划对号.Hotel Orientation Schedule of August 2003饭店入职培训计划AUG260900-0920Get to Know You破冰Training Dept0930-1120SLIM Introduction集团介绍Training Dept1130-1140EXCOM Introduction管理人员介绍EXCOM1140-1200GM Speech总经理发言QM1300-1330Warm up Exercise

16、暖身活动Training Dept1330-1430Grooming & Hygiene仪容仪表Training Dept1430-1545Product Knowledge-Rooms房务部介绍Room Team1545-1630Product Knowledge-F&B Service餐饮部介绍F&B Team1630-1700Finance Introduction财务部介绍FC1700-1730S&M Introduction销售部介绍DOMAUG270900-1010Customer Delight Program Introduction /Excellent Service in

17、 Rasa Ria Resort令客人喜出望外计划Training Dept1020-1100Employee Handbook员工手册HRM1100-1200HR Philosophy人力资源部介绍HRM1300-1330Warm up Exercise暖身活动Training Dept.1330-1500Fire & Emergency Procedure紧急措施Chief Engineer1500-1530Hotel Security饭店保安Security Manager1540-1620Telephone Courtesy电话礼仪Training Dept.1630-1730Hote

18、l Tour饭店介绍Training Dept.AUG280900-0950Golden Circle Program金环计划Christina Lin1000-1050Strategic Plan战略计划Training Dept.1100-1200Vision & Guiding Principle远景目标Training Dept.AUG291300-1330Team Building团队合作Training Dept.1330-1400Shangri-La Food Safety Management System香格里拉食品安全管理体系Hygienist1405-1505Basic

19、English Training基础英s文Training Dept.1510-1630Product Knowledge Quiz & Feedback产品知识测试Training Dept.0900-1730Shangri-La Care I香格里拉翔IAngelsJOB DESCRIFTIONSECTION ONE JOB OUTLINEJob Title Service AssociateDepartmentFood and Beverage-ServiceReports Directly To:Food and BeverageJob CodeFBSAJob Grade5Report

20、s Directly To:Service ManagerSupervisesOther Relationships:Kitchen SecurityStewarding FinanceHousekeeping Front OfficeEngineering Human ResourcesJob Summary/Purpose:To upsell and provide food and beverage services in accordance with the policies and guidelines of the hotel. Delights our customers by

21、 providing them with the highest possible service excellence.Key Areas:1. Multi Skilling 3. Training2. Customer Relations 4. Environment AwarenessPrepared by:Approved by:Date:Updated by:Approved by:Date:JOB DESCRIPTIONSECTION TWO KEY ARFASJob Title Service AssociateRESPONSIBILITIESACTIVITIES1. Multi

22、 SkillingHostessing:a. Answering of telephone calls according to the minimum standards.b. Takes reservations and coordinates booking.c. Welcoming and greeting guests.d. Thanking guest upon departure .Waitering/waitressing:a. Seating the guests.b. Presenting the menus.c. Taking drink orders.d. Servin

23、g beverages.e. Taking food orders.f. Serving plated food.g. Clearing plates and glasses.h. Changing ashtrays.i. Serving dessert.j. Serving after dinner drink, coffee or tea.k. Checking guest satisfaction.l. Presenting bills.Bartendering:a. Prepares bar for opening.b. Check the opening/closing stock

24、level and record inventories for requisitions.c. Report all discrepancies in appropriate.e. Cleans and refill ice bins.f. Ensure bar area is clean and dry at all times.g. Prepares all drinks as per recipes with correct glass wares.h. Closing the bar and completes daily reports.Cashiering:a. Receives

25、 float money at the beginning and deposit at the end of duty in accordance with hotel policy.b. Record all food, beverage and miscellaneous sales accurately.c. Ensure all kinds of transactions are verified. and cleared appropriately in Infrasys system.JOB DESCRIPTIONSECTION TWO KEY ARFASJob Title Se

26、rvice AssociateRESPONSIBILITIESACTIVITIES2. Customer Relations3. Training4. Environment Awarenessa. Handles all interactions with a smile, calm and courteous manner.b. Attend to guests needs and requirements promptly.c. To check customers satisfaction during meal period.d. Ensure service sequence is

27、 accorded to the convenience of the guests.e. To Demonstrate respect, humility, courtesy, and helpfulness through sinceriyt.f. To achieve customer loyalty through delighting the customers by practicing recognition, anticipation, flexible and recovery service.a. To attend all personal development classes assigned or nominated.b. To participate food and beverage menu knowledge session weekly.c. Consistently practice guiding principles achieving customer delight.a. Reduces