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1、Your HotelFood & BeverageManualRestaurant/BanquetMonth / Day / Year(It is important that you review every section of this manual and add to, change or remove all sections that do not match up with your property. It is also important to review this document with regards to what is legally correct in
2、your operating area and if you operate in a union environment, that the words stay within the context of the existing union contract.) IndexWelcomeWelcome 5Service Excellence, The Hassle Free Guarantee. 5It Takes a Team. 6Your First Seven Days 6Policies and Procedures.10Ground Rules.10Attendance.10A
3、rriving at Work.10Professional Presentation.10Remember, I Am Your Guest11Achieving and Maintaining a Gracious, Hospitable Image11Courtesy to Departing Guests12Causes for Personnel Action - Reprimand to Dismissal13General Guest Relation Rules.14Golden Rules for Making Things Work.14 Guest Relations a
4、nd Grooming.14Our Ultimate Goal - The Guests Satisfaction.15Responding To Guest Complaints.15The Guest Complains15The Meeting & Banquet Facility at Your Hotel.17Meeting and Conference Room Locations.18Food and Beverage Service.19Your Personal Progress Chart.19Restaurant and Banquet Food Service.19Ho
5、stess Procedures.19Dress Code.19Procedures for Hostess.20First Contact - The Telephone.20Message Taking20How to Take a Reservation.21Greeting and Seating Guests21How to Say Farewell to the Guests22Server Procedures22Serving Procedures22Starting the Shift22Table Approach22Breakfast22Lunch and Dinner2
6、3Taking the Order23Serving.23IndexGeneral Rules of Table Service23The Cover24Seating24Clearing Procedures25Cheque Settlement.25Cash.25Credit Card.26Room Charge26Table Manners.26Clearing and Cleaning Tables26Table Set-up27Dining Room Appearance27Thanking the Guest27The Essentials of Food Service.27Br
7、eakfast Service27Lunch Service28Dinner Service31Room Service33Beverage Service for the Lounge Area.34Service of Drinks34Serving Wine34Storage34General Rules of Service34Actual Service of Red Wine35Actual Service of White Wine35Actual Service of Rose Wine35Actual Service of Champagne35Drink Procedure
8、36Bartender.36Bartenders Check List36Practices of a Good Bartender37House Policy for Alcohol Service.38Selling38Salesmanship38Suggestive Selling.38Reading Your Guests.40Phrases That Sell43Selling Tools45Liquor Salesmanship46The Ten Commandments of Good Business in the Hotel4857 Ways To Lose A Tip.48
9、IndexThe Kitchen48The Kitchen Routine.50Dish Washing Duties51The Art of Purchasing51The Art of Dish Washing.55The Office.62Booking the Function. 62Office Routine.64Appendices1.Responsible Service, House Policies.662. Responsible Service, Just Saying “No” is not Enough.683.Responsible Service, Recogn
10、izing Intoxication.704.Dishwashing Procedures.725.Equipment Cleanliness and Maintenance.746.Safety Guidelines.827.Catering Glossary.84WelcomeWelcomeWelcome to Your Restaurant/Conference Facility. You have been chosen to join a team committed to service excellence. In todays market where products and
11、 prices are similar - YOU MAKE THE DIFFERENCE. Your dedication to attentive, responsive guest service is the single most important factor to bring our guests back time and again.Your service manual has been designed to provide you with the material so that you can deliver the very best service.The n
12、ature of the hospitality industry places strong emphasis on people - our guests. This focus on people makes the job exciting because of contact with guests with varying tastes and needs. For our operation to be successful, we must be able to provide quality service to each of those guests.But servic
13、e is not where it ends. Guests notice the appearance of the facility; its cleanliness and neatness. The overall impression that the facility makes will play a large role in whether or not the guest comes back. And that largely depends on you.This manual will focus on tasks that provide the service w
14、hich brings guests back and makes them tell friends about the service we provide. Remember, you may be one of the few employees that our guests encounter, so you will be representing management, other employees who never see the guests, and most importantly, the reputation of our facility. As you wo
15、rk your way through this manual, keep in mind that this information is valuable only if you choose to apply it properly. All of the reading and training you do is not going to make you a good employee. Only you can do that with a good attitude, exercising good judgement, and following the basic prin
16、ciples laid out in this manual as a guideline.Service Excellence, Hassle Free GuaranteeAt Your Restaurant/Conference Facility, service excellence is a living reality for our guests because we guarantee it. It is your responsibility to live up to this standard every day.The standard has been set. An
17、effective catering team with all of its partners working towards service excellence will guarantee happy guests every time.flexibility professionalism dedication personalized serviceIt Takes a TeamTeamwork is important for the Restaurant, Meeting and Catering Facility to function smoothly and pleasa
18、ntly. Because most of the operation can be seen by the guests, employees must work well together and co-operate with one another.If problems arise, solve them calmly in normal voice tones. Help co-workers through dependability and good manners. Absence or tardiness creates an extra burden for them.A
19、n example of a functional organizational chart is set out below. You should build your own.Sales & Catering ManagerYour RestaurantBanquetExecutive ChefRestaurant ManagerBanquet ManagerSous ChefShift ManagerWait StaffLine CookPrep CookDish WasherBus StaffBar TenderPorterWait StaffBus StaffHostessFood
20、 and Beverage, Your First Seven DaysDay 1:Department OrientationKnowledge for All Employees:I Can Do It!Recycling ProceduresMaking It RightSafe Work Habits100% Guest Satisfaction GuaranteeManager on DutyBlood Borne PathogensHotels Fact SheetPersonal AppearanceEmployee PoliciesEmergency SituationsCan
21、adians with DisabilitiesLost and FoundThe Task List for Banquet Setup and ServiceDay 2:Review Day 1 (Plan additional training time, if necessary)Knowledge for All Front-of-House Food and Beverage Employees:Telephone CourtesySafety and SecurityAlcoholic Beverage TermsHouse Brands and Call BrandsBasic
22、 Food Preparation Terms and TimingKnowledge for Banquet Setup and Service:What Is a Banquet Setup and Service Person?Working as a Team with Co-Workers and Other DepartmentsYour Hotels Standards of ExcellenceBanquet Event OrdersFunction RoomsSidework ChecklistThe Job Breakdowns for Tasks 1 - 4:Task 1
23、 Read and Interpret Banquet Event Orders and Change OrdersTask 2 Set the Function Room LightingTask 3 Vacuum Function Room CarpetsTask 4 Steam-Extract Function Room CarpetsDay 3:Review Day 2 (Plan additional training time, if necessary)Knowledge for All Front-of-House Food and Beverage Employees, co
24、ntU.S. Alcoholic Beverage LawsResponsible Alcohol Service ProceduresRestaurant MenusBasic Food Preparation Terms and TimingCorrect Plate Presentation and GarnishesKnowledge for Banquet Setup and Service (continued):Food and Beverage Equipment TermsGlassware Types and UseChinaSilverwareLinens and Nap
25、kin FoldingStandard Table Setup SpecificationsThe Job Breakdowns for Tasks 5 - 8:Task 5 Sweep Floors in Function RoomsTask 6 Mop Floors in Function RoomsTask 7 Clean and Wax Hardwood and Parquet Floors in Function RoomsTask 8 Set-up Function RoomsDay 4:Review Day 3 (Plan additional training time, if
26、 necessary) Knowledge for All Front-of-House Food and Beverage Employees, contThe Restaurant Reservation SystemTipping PoliciesHeimlich Maneuver and First AidSanitationHealth Department RegulationsPoint-of-Sale EquipmentCommunity ServicesKnowledge for Banquet Setup and Service (continued):Anticipati
27、ng Guests NeedsPar Stock SystemAudiovisual EquipmentMailing PoliciesThe Job Breakdowns for Tasks 9 - 16:Task 9 Set-up Support Services for FunctionsTask 10 Set-up and Break Down a Dance FloorTask 11 Set-up and Take Down StagingTask 12 Install and Remove Air WallsTask 13 Set-up and Take Down Coat Che
28、ck AreasTask 14 Hang Decorations and Banners for FunctionsTask 15 Handle Audiovisual Equipment for FunctionsTask 16 Install Phones in Banquet or Meeting AreasDay 5:Review Day 4 (Plan additional training time, if necessary)The Job Breakdowns for Tasks 17 - 26:Task 17 Receive, Store, and Ship Packages
29、 for GuestsTask 18 Break Down and Clear Function Rooms After EventsTask 19 Refresh Meeting RoomsTask 20 Prepare CoffeeTask 21 Prepare Iced TeaTask 22 Prepare and Serve Hot TeaTask 23 Set-up Portable BarsTask 24 Set-up and Decorate BuffetsTask 25 Fold Napkins for BanquetsTask 26 Place Tablecloths on
30、Function Room TablesDay 6:Review Day 5 (Plan additional training time, if necessary)The Job Breakdown for Tasks 27 36:Task 27 Skirt or Flounce Function Room TablesTask 28 Set Tables for Different Banquet SpecificationsTask 29 Provide Break or Continental Breakfast ServiceTask 30 Set-up Canaps and Ho
31、rs dOeuvres for ReceptionsTask 31 Provide Service for Buffet BanquetsTask 32 Serve Guests Food and Beverages at Sit-Down BanquetsTask 33 Maintain Tables During Banquet ServiceTask 34 Provide Service for Cocktail ReceptionsTask 35 Serve Wine or Champagne by the BottleTask 36 Lift Trays, Bus Tubs, or
32、Dish RacksDay 7:Review Day 6 (Plan additional training time, if necessary)The Job Breakdowns for Tasks 37 - 40:Task 37 Settle Group Checks for FunctionsTask 38 Settle Individual Guest ChecksTask 39 Inventory and Requisition Function SuppliesTask 40 Perform End-of-Shift Closing DutiesReview all previ
33、ous training and plan additional training time, if necessaryEmployee performs some tasks while the trainer observesAdd more tasks as the employee progressesPolicies and ProceduresGround RulesOur purpose, as a catering facility, is to serve well-prepared and well-plated, high quality fresh food and b
34、everage in the most efficient and friendly manner possible. The intended results are: a very busy operation actually created by a staff which is “making it work” - “making it successful”. In order for your catering facility to work, its necessary to have ground rules that support us in getting our j
35、ob done.AttendanceWere counting on you! You must be on the floor, dressed and ready to work 10 minutes before your shift. Youre required to be at work every day you are scheduled. If an emergency should occur that would not permit you to work, you must get in touch with your manager (not another emp
36、loyee) no less than three hours in advance. If an unusual circumstance occurs that would cause you to be late (even 5 minutes), call a manager (not another employee) and let them know ahead of time. Attendance records are kept for each employee and are used in employee evaluations.Arriving At Work1.
37、Employee Parking - Always park in the prescribed employee parking area as designated by management.2.Employee Entrance - See Staff Manual.3.Signing-In - Sign-in on the time sheet at your scheduled working time. You are the only person who can sign you in. The time sheet is used to determine your pay
38、cheques, so it is a good idea to remember to clock-in. You are to be in uniform when you sign-in. Do not sign-in before changing your clothes.Professional PresentationYour ability to properly converse with the guest is as important as your appearance. In order to be an effective public relations per
39、son, you must:Look directly at the guest when speakingSpeak directly to the guestMove entire mouth while speaking. (If lips and jaw remain still, the speech will be muffled and unintelligible)Speak slowly.Speak distinctly.Speak courteously.Speak with vocabulary the guest can understand.Speak loud enough.Smile.Above all, listen. Fewer mistakes occur when you are alert to the guest.Re
