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1、STANDARD OPERATION PROCEDURES标准操作程序FOOD & BEVERAGE餐饮部SHANGRI-LA HOTEL, HANGZHOUSTANDARD OPEATION PROCEDURE杭州香格里拉饭店标准操作程序DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员TASK NO: 01号码 : 01TASK : How to clear soiled dishes工作职责 : 怎样 清洁脏盘子EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO内容HOW TO DO IT程序WHY目的
2、Approach guest tableAsk for the permission to remove the dish from the tableRemove the dishes Discreetly leave the tableObserve guest after he has finished the foodSay : excuse me, sir/ madam , may I clear yourRemove the soiled dishes from the right hand side of the guestEnsure that is done quietly
3、and neatly .Practice the 3 “s” , this is : scrape, separate , stack.* Do not try to clear too many dishes at one time , go a second and third time if necessary .* Do not clear more than 3 plates at a time Inform guest that we will serve him / herApproach from right side of guest , present your right
4、 leg forward and slightly bendFor the safety and less breakagePREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTEL, HANGZHOUSTANDARD OPEATION PROCEDURE杭州香格里拉饭店标准操作程序DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All s
5、taff 职务 : 所 有服务员TASK NO: 02号码 : 02TASK : How to clear and reset table工作职责 : 怎样 清洁及重新摆台EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO内容HOW TO DO IT程序WHY目的Approach guest tableStack the dishes Clear the tableAfter guest leaves approach guest table with trayHold the tray with left hand and clear with the free ha
6、nd Stack the soiled dishes neatly on the tray to maximize the space * Do not over stack clear the napkin first , followed by the glasses the plates* Go 2 to 3 times if it is not possible to clear every thing at once .* If you use table cloth in the restaurant , complete bare table top should never b
7、e shown in point of guest or during operation To prevent accidents and breakagePREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTEL, HANGZHOUSTANDARD OPEATION PROCEDURE杭州香格里拉饭店标准操作程序DEPARTMENT: F&B 部门 :餐饮部
8、 JOB TITLE: All staff 职务 : 所 有服务员TASK NO: 03号码 : 03TASK : How to present bills工作职责 : 怎样 给客人呈帐单EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO内容HOW TO DO IT程序WHY目的When guest ask for the bill Print the bill Place the bill in a bill folder Approach guest table Give the bill to guest Answer with a smile and note
9、the table number Print the check and check the table number , and the number of pax is correct Say : excuse me, sir / madam , open the bill folder in front of guest , allow the time to check .Paying by cash: Receive money from guest then post to infrasys machine Paying by credit card :Run credit car
10、d through EDC to get the authority number, let guest confirm and sign the bill compare the signature on the bill with the signature on the cardSigning to room :Give the bill to guest and ask to sign name , room number after he confirms . enter to infrasy after check the billThe first copy of the bil
11、l and receipt must be given back to guest .If the guest pays by credit card, we should keep the original signature give the copy to the guest after signing PREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HO
12、TEL, HANGZHOUSTANDARD OPEATION PROCEDURE杭州香格里拉饭店标准操作程序DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员TASK NO: 04号码 : 04TASK : How to polish glass ware 工作职责 : 怎样 擦杯子EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO内容HOW TO DO IT程序WHY目的1 Prepare glass cloth 2. wet the glass ware3. Prepare polish the glas
13、s ware 4. repeat the process necessary Hold the base of the glass and cover with glass clothPlace the glass above the surface of steaming hot water allowing condensation to form Hold the glass 1 inch above the hot watr and ensure vapour covers the whole of the inner glass Gently and carefully push t
14、he cloth into glass Using the 3 middle fingers and thumb outside.Hold the glass under the light above eye level and check for any stains , film, cracks and chips Only get wet can clean the glass To check the glass if clean or notPREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION
15、SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTEL, HANGZHOUSTANDARD OPEATION PROCEDURE杭州香格里拉饭店标准操作程序DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员TASK NO: 05号码 : 05TASK : How to hold plate 工作职责 : 怎样拿盘子EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO内容HOW TO DO IT程序WHY目的Chec
16、k personal hygiene Pick up plate Ensure hands are clean Fingernails are neatSingle plate : Held between the thumb over the ege and the first two fingers of the left hand under rim.Two plates: First held as above, second held by third and little finger under rim & supported on top of wrist & forearm.
17、Three plates: First in single plate grip, second held under first & supported by second , third and little fingers.third plate supported by the edge of the second plate, top of wrist & forearm. Extra support canbe given to third plate by the little finger.Hygiene PREPAREED BY: Jimmy Lei起草人:APPROVED
18、BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTEL, HANGZHOUSTANDARD OPEATION PROCEDURE杭州香格里拉饭店标准操作程序DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员TASK NO: 06号码 : 06TASK : How to balance large food tray工作职责 : 怎样 拿食品托盘EQUIPMENT RE
19、QUIRED: 所需设备 : WHAT TO DO内容HOW TO DO IT程序WHY目的Place tray Load tray Pick up tray Place tray on proper counter or tray stand Heavy items on the side of tray resting on shoulder Maximize space by stacking similar flatware utilize as under liners eg. Saucers of soup cups.Pull out tray slightly using rig
20、ht hand Place left hand under center of traySpread fingers as wide as possible without any strain or discomfort Lift tray too waist level , with right hand assisting the balance Raise tray to shoulder levelTurn body to rest right rear end of tray on left shoulder For the safety and balance Save spac
21、e and for avoiding breakage PREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTEL, HANGZHOUSTANDARD OPEATION PROCEDURE杭州香格里拉饭店标准操作程序DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员TASK NO: 07号码 : 07
22、TASK : How to balance beverage round tray 工作职责 : 怎样 拿酒水托盘EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO内容HOW TO DO IT程序WHY目的Pick up the tray Carry tray Balance tray Pick up items to place in tray Move towards table Slide tray from counter onto left hand Left hand , fingers slightly arched Spread fingers as w
23、ide as possible without any strain And discomfort Place center of tray on palm of left hand Heavy items in the center Taller items to be placed on the outer edge of tray at position 6:009:00 Always maximize space by grouping items where possible * all cutlery on a portion of tray comfortably away fr
24、om body close to body to reduce load and for safety For the balance For the balance PREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTEL, HANGZHOUSTANDARD OPEATION PROCEDURE杭州香格里拉饭店标准操作程序DEPARTMENT: F&B 部门
25、 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员TASK NO: 08号码 : 08TASK : How to handle wrong order 工作职责 : 怎样 处理点错单EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO内容HOW TO DO IT程序WHY目的Approach guest table 走到客人桌前Pick up items from the guest 把菜从客人的桌子上撤下来Serve guest 服务客人Say ; excuse me, sir/ madam. May I help you? 说：“打扰了，先生
26、/女士，我可以帮您吗？Listen carefully and attentively to the complain 认真诚恳地倾听客人的意见。Say : Im sorry about it , we will have it changed 说：“我很抱歉，我会给您更换。Send it back to the kitchen and explain to the chef about the wrong order 返到厨房，向厨师解释原因。When the items is ready . pick up the correct item当新菜做好后，拿起。Ensure the item
27、 is correct one 保证这次是正确的。Say : this is your I am terribly sorry for the incident , hope you enjoy your .说：这是您的菜，我非常抱歉，希望您能享用Guest will know we care about it 客人将知道我们很关心这件事。No arguments between staff and kitchen , serve guest request. Discuss after service if necessary 厨师和服务员不可以争吵，服务客人后在讨论。PREPAREED B
28、Y: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTEL, HANGZHOUSTANDARD OPEATION PROCEDURE杭州香格里拉饭店标准操作程序DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员TASK NO: 09号码 : 09TASK : How to present food 工作职责 : 怎样 服务
29、食品EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO内容HOW TO DO IT程序WHY目的Prepare round tray 准备圆托盘Pick up food 拿食品Move to guest table 走到客人桌前Serve to guest 给客人服务To ensure the tray is clean and dry with Shangri.la paper 保证托盘是干净的，干燥的，并有香格里拉垫纸。When food is ready , check the presentation of the food at pantry area 当食品
30、做好后，在出菜口检查菜的出品。Carry the tray by left hand 用左手拿托盘。Brisk walking pace 精神饱满。Correct table No.正确的桌号。Serve from right ( where possible)（有可能的话）从右面给客人服务。Approach from right , extend forward right leg 从右面接近，右脚前迈一小步。Say : excuse me, sir/ madam , this is your ( the name of the food ) . enjoy it please说：“打扰了，
31、先生/女士，这是您的（告诉客人菜名），请慢用。Leave with smile 微笑离开。To ensure the plate is clean and no impurity in the food 保证盘子是干净的，食品没有杂质。PREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTEL, HANGZHOUSTANDARD OPEATION PROCEDU
32、RE杭州香格里拉饭店标准操作程序DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员TASK NO: 10号码 : 10TASK : How to handle guest complain 工作职责 : 怎样 处理客人投诉EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO内容HOW TO DO IT程序WHY目的Approach guest table and introduce yourself 走到客人桌前介绍自己Take guest aside if possible 如果可能的话，把客人带到边上Lis
33、ten to the guest 倾听Apologize道歉Show concern / service recovery Take immediate action补救，马上行动Greet guest by the name if possible . Say : good morning/ afternoon/ evening sir/ madam , my name is如果知道客人的姓名用姓名称呼他：“早上好/下午好/晚上好先生/女士。我叫”Take guest to the office , somewhere quite or the closed section of the o
34、utlet 把客人带到办公室或离餐厅较近的安静的地方。Do not interrupt guest while he is taking .Listen attentively，Show empathy 当客人说话的时候不要打断他，认真倾听，表示出你的关心。Say : I deeply regret that this has happened 说：“非常抱歉发生种事情。Say : thank you for bring this to our attention .说：“谢谢你们告诉我这件事。Follow up promptly on the cause of action ，Notify
35、supervisor immediately即刻行动，并马上通知主管。Let guest release steam让客人消气PREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTEL, HANGZHOUSTANDARD OPEATION PROCEDURE杭州香格里拉饭店标准操作程序DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All
36、staff 职务 : 所 有服务员TASK NO: 11号码 : 11TASK : How to check guest satisfaction 工作职责 : 怎样 检查客人是否满意EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO内容HOW TO DO IT程序WHY目的Approach guest table 接近客人的桌子Listen to guest reply 等待客人回答Respond to guest 回答客人Two minutes after guest has finished or when clearing the main course 当客人
37、用完餐或收走主盘后。Say : excuse me , sir/ madam , how is your meal ? With warm smile 微笑着问客人：“打扰了，先生/女士，您吃得还好吗？Attentively with eye contact ，Show interest 目光接触，让客人知道你很关注。If positive answer :如果是积极地回答：Thank you for your compliments sir/ madam, I will point it out to the chef 谢谢您的表扬，先生/女士，我会转达给厨师。If negative answer :如果是负面的回答：Apologize
