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1、Welcome to Banquet宴会厅欢迎您Training Manual培训手册The Buddy System伙伴制度The Buddy system has been set in place to work in with the Banquet Training Manual (BQTTM). The Buddy will be roistered the same shifts as the new employee and liaise with the shift leader as to how they progress.这个伙伴体系是与宴会厅的员工手册相配套的，伙伴会
2、和新员工一起工作，并把新员工的学习进程汇报给上级领导。Responsibility of a buddy is to make sure the new employee understands procedures of Banquet and how to follow standards set in place as outlined in the BQTTM.对于一个伙伴的责任来说，是要确保新员工明白宴会厅的操作程序并能按照宴会厅的培训手册中的大纲规定的标准实际操作。The outcome of this training manual will ensure that the ne
3、w employee is competent in all areas of the department. A clear understanding will be established firstly, of Back of House procedures before they venture into service. This will create a professional and positive outlook by all.这个培训手册的目的是确保新员工能胜任部门的所有工作。员工实际服务之前会很清楚的了解餐厅的程序，这将给大家创造一个专业的、积极的工作环境。You
4、r Buddy is _你的伙伴是Manual Outline手册目录Job Description工作职责Savvy Service聪明服务Basic Knowledge for New Employees宴会厅新员工需掌握的基本知识*Western Service 西餐服务1. Menu & Description 自助餐菜单知识2. Table Top Setting, Station Set up and Pantry Set up 桌面摆台，整理边柜和备餐间3. Service Procedure 服务程序*Chinese Service中餐服务1. Menu & Descripti
5、on 中餐菜单知识2. Table Top Setting, Station Set up and Pantry Set up 桌面摆台，整理边柜和备餐间3. Service Procedure 服务程序*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
6、饮料单Job Description工作职责SUMMARY OF POSITIONS:职责说明To provide 5 Star hospitality food 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,
7、in a friendly, competent and professional manner. Promoting a fun work environmentand 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 emp
8、loyees will be empowered to resolve guests issues, in accordance with the Renaissance 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
9、并运用餐厅和酒吧的基本知识。2. Providing feedback to Shift Leader on ways of enhancing service 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
10、 EXERCISED:NoneSUPERVISION RECEIVED:Report directly to F&B Attendant Grade 2 and 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 an
11、d 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. Knowledge 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 F
12、ood and Beverage items and prices.掌握食品和饮料品种和价格。7. Knowledge of Setting up of tables 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 Employ
13、ee Handbook.遵守员工手册中仪表仪容的规定。10. Serve Food & Beverage in a friendly and professional 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 facili
14、ties in the hotel. Including names of other restaurant bars and banquet rooms in 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 a
15、ll 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 supervisor 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 KNOWLEDG
16、E/QUALIFIATIONS:员工资力/条件High School Certificate高中学历Tourism School Certificate旅游学校学历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l Loc
17、ation of Grand Ballroom, Ballroom I, Ballroom II, Pre function Area, Banquet Bar, Banquet Stewarding, Banquet Store, Meeting Room1 - 10 and Business Center.l 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l Location of Toilet near to Ballroom and meeting roomsl L离宴会厅和会议室较近的卫生间l Telephone No. of hotel l 酒店电话号码l T
18、ime Sheet for sign in & sign out , Duty Rosterl 签到签出表，排班表l F&B Organization Chart l 餐饮部组织结构图l Name of his/her collegesl 同事英文名字l Location of Wan Li Chinese restaurant, Chinese kitchen, Western kitchen, Banquet, Stewarding, Lobby Lounge, , Renaissance Brasserie, l 中餐厅，中厨房，西厨房，宴会厅，管事部，大堂吧，西餐厅的方位l Under
19、stand the security responsibilities of Banquet and Location of Fire-Proofing Doorsl 了解宴会厅的安全责任及防火门所处的位置。l Know the opening time of each outlet in F&Bl 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
20、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 Bowl 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 Cr
21、aft 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Champa
22、gne 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 Goblet 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 r
23、equired 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 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:(附图)Apply to the meeting that participants
24、 have to make note.适用与会者需作笔录的讲座式会议;LCP and Screen will be required for presentation提供投影,屏幕以供演示使用;The set-up take a lot of space and participants are limited.占用空间较多,人数受限制;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Th
25、eatre 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:(附图)Apply to small seminar or lecture.适用小型研讨会或讲座;Normally, Low plant are required 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。
26、LCP and Screen will be required for presentation提供投影,屏幕以供演示使用;Ice water, mints, pencil, paper will be set on the table.提供冰水，薄荷糖; 铅笔和纸Hollow Square （Picture Attached）“回”字式布置:(附图)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 wil
27、l be required 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;Ice water, mints, pencil, paper will be set on the table.提供冰水，薄荷糖; 铅笔和纸Board Table (Pictured Attached)长桌式布置:(附图)Apply to small meeting that participants are below 20.适用于20人以下的小型会议;LCP can be
28、 placed on the meeting table.投影设备可直接放置在台上;Participants can be seated around table 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;Ice water, mints, pencil, paper will be set on the table.提供冰水，薄荷糖; 铅笔和纸Cabaret Table小圆桌式布置:(附图)Apply to training that there are
29、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,注重与会人员的参与;More Flip Chart will be required.一般提供较多夹纸板;Ice water, mints, pencil, paper will be set on the table.提供冰水，薄荷糖; 铅笔和纸Others Style (Picture A
30、ttached)其他形式布置:(附图)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
31、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.与会
32、议组织者沟通,了解会议进程;Know the time and place of guests dining after meeting.了解客人会议结束后的用餐地点和时间。Read the BEO sheet to know the way of payment and total expense of this meeting.看一下宴会与订单，了解付款方式以及本次会议的所有费用。Check the coffee break station and reconfirm the start-time of coffee break with organizer. 检查茶歇台的布置,和会议组织
33、者确定茶歇时间;Welcome the meeting participants at entrance of room.在会场门口等待会议开始;In the meeting.会议进行中:Adjust the lights when guests do the presentation.手动灯光的调节(特别是使用投影时的灯光);Help the guests to pass the microphone during the Q&A 向与会者及时提供麦克风服务;Provide the Fax and Copy Service.提供传真和复印服务Resolve the emergency cor
34、rectly during the meeting.正确处理会议中的突发事件:1) Lights, Microphone and AV equipments Problems:灯光，麦克风及AV设备问题：Dial 8127 and inform AV Engineer to adjust.拨打分机8127，通知AV工程师调节。2) Air-Condition problems空调问题：Dial 8104 and inform Duty Engineer to adjust.拨打分机8104，通知值班工程师调节。3) Noise Problems：噪音问题：Find where the nois
35、e is made, ask the relevant people to stop or inform relevant department. 确认是那里发出的噪音，告知相关人员立即停止操作，或通知相关部门。4) Some problems you cant resolve.：一些你无法解决的问题：Asks your manager, shift leader or senior staff to help you to resolve. 告知你的经理，领班或老练员工帮助你解决。Meeting Refreshment:会议中场休息再准备工作:Change water goblet and
36、refill the ice water.水杯和冰水的再准备;Clean the table.清理会场桌面;Refill the mints, paper, pencil or flipchart paper etc.补充薄荷糖; 补充会议用品,纸,笔等Clean the coffee break station and refill the milk, sugar, coffee beans, water etc.清理补充茶歇台, 补充牛奶，糖，咖啡豆，水等。Check AV equipment and change the battery for microphone.检查A.V和麦克风电
37、源,即使更换电池.Lead guests to restaurant where their meal has been reserved.客人如果在酒店别的餐厅用餐,应及时为客人带路;Check the meeting room floor, and inform PA to clean if it is dirty.如果发现会议室地面不清洁及时通知客房部公共卫生前来打扫;Bill Settlement会议帐单:Print the bill according to the BEO sheet.根据会议要求表及时打好账单;Check the bill if it is correct.检查是
38、否有误;Check if there is telephone fee.检查是否会议有电话费用;When the meeting is over, ask the organizer to sign the bill.会议结束后,及时找会议组织者签字或者结账;及时跟进;If there is something wrong on the bill, notify shift leader or manager to help you.如果结账时有问题及时通知领班或者经理帮助处理。After organizer signing, close the bill quickly on the MIC
39、ROS machine. (If pay cash, lead the organizer to Front Office to settle the bill.)会议组织者签字后,及时转入结账账号;(如果是现金及时去3楼总台结账)First copy of bill will be placed in Banquet Office, Second copy will be given to Front Office or Catering Coordinator, and Third copy will be left in In-Room Dining.将结账完的账单第一联放在办公室,第二
40、联给酒店会议接待或者前台,第三联留在客房送餐部;Reset the meeting room for second day meeting会议结束再准备工作:After wash and wipe the water goblet, reset on the table.清洗擦干水背后，将水杯重新设于桌上。Water pitchers shall be cleaned, and keep them into the pantry cabinet.冰水壶清洗收入边柜;Clean the meeting table.清理会议桌面;Refill Mints, pepper, pencil etc.完
41、全补充薄荷糖,纸,笔等;Clean the coffee break station, and refill coffee beans and sugar.清理并补充茶歇台;Switch off the AV equipment.关闭A.V设备电源;Keep the Microphone and precious AV equipment into cabinet.收好麦克风,及贵重A.V设备进边柜锁好;Check if there is something guests left, help to keep and leave the message to next shift.检查是否有客
42、人遗留物品,帮助收好,并在留言本上留言;Shut down the air- condition and lights; lock the door of meeting room.关闭空调,灯光并锁好门;Cleaning of Function Rooms会议结束清场工作:Clean up the water goblet and water pitcher.收齐水杯,冰水壶;Clean the meeting tables and collect mints and meeting articles that we can use again.清理桌面,收齐薄荷糖及尚能用的会议用品;Sen
43、d the dirty coffee cups to stewarding.收齐茶歇用品给管事部;Notify AV engineer to collect the AV equipments and microphone.通知弱电工程师收A.V设备及麦克风;Inform Duty Engineer to switch off air-condition. 通知工程部关闭空调等;collect IBM table cover and chair cover.收齐桌套,椅套;Send the banquet table to banquet store.必要时将会议桌装车收入仓库;Collect
44、 all extensive line and adaptor to store收齐电源插口及拖线板入仓库;Check the meeting room facilities and see if there is any breakage on the carpet.检查会场设备,地面是否有破损;Beer啤酒Becks贝克 Budweiser百威Carlsberg嘉士伯Tiger虎牌Asahi朝日Premium特级啤酒Corona墨西哥克罗娜.Guinness健力士黑啤Heineken喜力Steinlager世好Draft生啤Fosters富士达Domestic国产啤酒Tsing Tao青岛
45、Non Alcohol Beer 低酒精啤酒Miller Sharps 美乐清啤Soft Drinks & Mineral Water软饮&矿泉水Chilled Bottled Juices (Apple, Tomato, Orange, Pineapple, Grapefruit)冰冻桶装果汁(苹果汁，番茄汁，橙汁，菠萝汁，西柚汁)Freshly Squeezed Juices (Orange, Carrot, Water Melon)鲜榨果汁(橙汁，胡萝卜汁，西瓜汁)Soft Drinks (Coca Cola/Diet Coke, Sprite, Fanta, Ginger Ale, Tonic Water, Soda Water)软饮料 (可乐，雪碧，芬达，干姜水，汤力水，苏打水)Domestic Mineral Water (Lao Shan)国产矿泉水 (崂山)Imported Mineral Water (Evian, Perrier, San Pellegrino，Watsons Distilled Water)进口矿泉水(依云，巴黎，圣培露,
