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1、标准操作程序SERVING AN OUTSIDE CATERING FUNCTION外卖服务Task Number:BQT-0024Department: F&B BanquetingDate Issued: Nov. 2007Guest Expectation: I expect that my function to be set up properly, complete with clean, correct equipment and professional staff.我希望有专业的员工为我提供干净、完整的有适当设备配合的活动Time to Train: 60 minutes W
2、hy is this task important for you and our guests?为什么这项任务对我们的客人和你是如此重要？Answers 回答:1. To maximize guests satisfaction可以满足客人的最大期望值2. To ensure all required equipment is taken to the side and return back to the hotel确保所有必须带出去的设备也要完整地带回来3. To ensure the outside catering side is ready for the event on tim
3、e确保外卖准时准备好WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题1) Banquet Manager should go to the function place at least 3 days in advance宴会经理必须至少提前3天去外卖的场地勘察Contact with organizer to see the function area.联系活动主办人去勘察场地 According to the event order inspect function area.按照宴会单的要求去勘察场地Discussed t
4、he operational details with the organizer.同主办人商量操作细节Why should you see the area in advance?为什么要提前去看场地？Why should you follow the event order?为什么你要按照宴会单的要求做？2) Arrange the transportation安排运输Set up the time deliver the equipment and set up time.安排并填写运输时间To fill the transportation requisition form to bo
5、ok the car and trucks.填写运输申请并预定好货车和小汽车Why should you arrange the transportation in advance?为什么你要提前安排好交通运输？Why do you fill out a transportation request?为什么你要填写运输申请？3) Prepare table plan准备好桌子布置图Prepare the detail of table set up and table arrangement.准备好桌子布置的细节Why should you prepare a detailed table p
6、lan?为什么你要准备好桌子布置图？4) Arrange necessary equipment from steward安排好必需的管事部设备Fill in store requisition form and with “IOU, send to stewarding to prepare in advance.为了提前准备，填写设备申请单和借条去管事部Why should arrange equipment in advance?为什么要提前准备设备？5) Prepare outside catering check list准备外卖检查单According to the event o
7、rder, prepare equipment checklist including the furniture, glassware, chinaware, flatware, cutleries, linen, condiment, etc.按照宴会单，准备好设备检查单其中包括家具，杯具，瓷器，餐具，服务餐具，布草，调味品，等等Why should you use the event order? 为什么你要使用宴会单？6) Prepare equipment准备设备Clean all chinaware, glassware, flatware, cutleries and then
8、packed in plastic racks and transport boxes.清洁完所有的瓷器，杯具，餐具，服务餐具后把它们装好在塑料筐和运输箱里Check if all furniture is in good condition, no tightened and damage.检查所有的家具类物品是否有良好的状态，不能有损害Table linen and skirting should be well pressed and without strain and hole.台布和台裙一定要熨烫齐整不能有洞和皱摺Why should you pack all equipment
9、in racks for transport? 为什么为了运输你要把所有设备整理好装进筐子里？ 7) Deliver all equipment装卸所有的设备According to the outside catering check list, put table chair and heavy items on the transport truck first and then put the chinaware, glassware, flatware, cutleries, linen, condiment, etc. 按照外卖物品检查清单，把桌椅和沉重的东西先放进货车中然后再放置
10、瓷器，杯具，餐具，服务用餐具，布草，调味品，等等Make sure no items are missing from the checklist and are properly arranged in the truck.确保不要有任何在外卖检查清单里的物品有遗漏同时要合理地把这些物品放置在货车里Why put the heavy equipment first on the truck?为什么要先把重的设备先放上货车？Why do you use a check list?为什么你要使用外卖检查清单？8) Set up布置After arrival the place, off load
11、 the equipment, store securely and start setting up according to the event order.到达外卖场地，小心地卸下设备和物品，安全地保存在一个地方然后按照宴会单开始布置 Why should you store equipment securely? 为什么要安全地保存这些设备？9) Prepare beverage准备酒水According to the event order to prepare beverage arrangement check the quality and quantity to make s
12、ure all beverages are correct including ice and garnishes.按照宴会单的要求来准备和安排酒水，要检查酒水的数量和保质期是正确的其中当然包含冰块和一些小的装饰Arrange beverage properly.合适地安排酒水Why do you have to make sure your beverage order and quantity is correct? 为什么你要确保你的酒水质量和数量是正确的？10) Pick up food (with beverage)取食品（酒水）According to the event orde
13、r menu, pick up food from kitchen; check the quality and quantity to make sure all are correct.到厨房取走食品，按照宴会单里菜单的要求检查食品的数量和质量确保是正确的Arrange food in proper container把食品装进合适的食品运输箱里According to the event order to prepare the condiment and all condiments must be in full bottle.按照宴会单的要求准备好调味品并确保所有的调味品要是装满W
14、hy do you have to make sure your food order and quantity is correct?Why should the food go in the proper container?Why should all condiments be in full bottles?11) Return all goods back to hotel把所有能用和有用的带回酒店Arrange all goods are in truck and make sure every thing is in good condition and proper arra
15、nged, collecting all goods according to the check list. 按照外卖检查单来收集、挑选还能用的物品合适地放置在货车里并保持它们好的状态Make a final round through the areas to ensure nothing is left behind.做最终的巡视检查并确保没有任何物品遗留在外卖场地Why should you make a final round?为什么你要做最终巡视？12) Return equipment 归还设备Return all equipment back to steward accord
16、ing to the store requisition form.按照设备申请单归还所有的设备到管事部Why should the equipment go back to the stewarding store? 为什么你要归还设备到管事部去？Summary questions:总结1. Why should you see the area in advance?2. Why should you follow the event order?3. Why should you arrange the transportation in advance?4. Why do you fi
17、ll out a transportation request?5. Why should you prepare a detailed table plan?6. Why should arrange equipment in advance?7. Why should you use the event order?8. Why should you pack all equipment in racks for transport?9. Why put the heavy equipment first on the truck?10. Why do you use a check li
18、st?11. Why should you store equipment securely?12. Why do you have to make sure your beverage order and quantity is correct?13. Why do you have to make sure your food order and quantity is correct?14. Why should the food go in the proper container?15. Why should all condiments be in full bottles?16. Why should you make a final round?17. Why should the equipment go back to the stewarding store?Now ask the trainee to practice the task from start to end to test competency.PHOTO INDEX #01
