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1、Standard Operation Procedure Manual For GE SiteSOP- ServiceAuthored by: Ruby HuangDate: 2009.6.1Reviewed by: Elaine Chen#: 1SOP-服务篇SERVICE PROCEDURES1. ADEN CATERING SERVICES TO GE通用现场不同类型的配餐服32. CONCEPT OF OPERATION营运模式43. SERVICE AREA OPENING PROCEDURES FOR STAFF & SUPERVISOR员工及主管 服务区开始程序174. STAN

2、DARD SERVICE FOR WESTERN MENU西餐服务标准205. RECHARGING INSTRUCTION OF DINING CARDGE员工用餐卡充值指导226. CUSTOMER SATISFACTION SURVEY PROCEDURE满意度调查程序237. HANDLING CUSTOMER COMPLAINTS投诉处理 7.1 CUSTOMER COMPLAINT AND COMPLAINT HANDLEING PROCEDURE客户投诉及投诉处理流程247.2 HANDLING CUSTOMER COMPLAINTS PROCEDURES常规处理客户投诉方法27

3、7.3 HANDLING OBJECTIONS IN SERVICE服务中的客户异议处理29ADEN CATERING SERVICES TO GE通用现场不同类型的配餐服务SERVICESCOPE OF SERVICETIMINGSESTIMATED NUMBER OF CUSTOMERSBREAKFAST SERVICENOODLES / CONGEE稀饭/面条WESTERN SET MENU西式早餐BEVERAGE饮料7:00 to 9:30 AM7:00 to 9:30 AM7:00 to 9:30 AMLUNCHNOODLES / CONGEE稀饭/面条WESTERN SET MEN

4、U西式餐CHINESE SET MENU中式餐PIZZA & PASTA MENU批萨意面CHINESE ALA CARTE MENU中式ALA CARTE菜单FRUIT, YOGURT & DESSERT MENU水果，酸奶及甜点BEVERAGE饮料11:00 to 13:30PM11:00 to 13:30PM11:00 to 13:30PM11:00 to 13:30PM11:00 to 14:00PM11:00 to 14:00PM11:00 to 14:00PMDINNERNOODLES / CONGEE面条、水饺CHINESE ALA CARTE MENU零点FRUIT, YOGU

5、RT 水果、酸奶BEVERAGE STATION饮料17:00to19:00 PM17:00 to 19:30PM17:00 to 19:30PM17:00 to 19:30PM(* UPDATED AS NEEDED BY THE SITE MANAGEMENT TEAM)CONCEPT OF OPERATION营运模式SERVICE STATIONS服务区域FIRST LEVEL第一层STATION NAME服务线名称NOODLES / CONGEE STATION面条/稀饭供应台TIMINGS时间BREAKFAST早餐7:00 to 9:30 AMLUNCH 午餐 11:00 to 13

6、:30 PM DINNER晚餐17:00to19:30 PMDRAWING绘图LIST of EQUIPMENT设备清单CODE编号EQUIPMENT设备SPECS规格QTY数量2.01Counter Noodle台面No specified specs12.02Glass Shelf Sneeze Guard玻璃口水罩1500x450x520mm HCustom Made (w/Heat Lamps 2.09)32.04Drop-in Hot Food Unit, 4 wells嵌入式四格保温槽Local made with water refiller12.05Heated Display

7、 Shelf嵌入式保温展示架GRSBF-48-SHATCO Brand22.06Reach-In-Refrigerator 2 section双门冰箱1220x750x1945mmLocal made self contained22.07Exhaust Ventilator不锈钢脱排油网烟罩3800x1300x600mmCustom made - local12.08Wall Shelf, 1 tier单层靠墙货架1600x350 custom made local12.09Heat Lamp电热食物保温灯GRAH-48 HATCO32.10Wall Flashing不锈钢封墙板3800x1

8、200mm custom made local12.11Spaghetti cooker, electric煮面机OMFE4090OZTI12.12Induction Wok w/ counter 6 rings不锈钢桌2200x750x800 custom made local12.13Back counter w/ sink后备操作台2200x750x800 custom made local12.14U/C refrigerator, 1 sect, 冰箱Local made self contained12.17Handsink with Soap & Towel Dispenser洗

9、手槽配洗手液，擦手纸450x380x670mm custom made3MENU ASSIGNMENT菜单组成ALA CARTE MENU BREAKFAST, LUNCH & DINNER菜单-早餐，午餐和晚餐 All Oriental Noodles中式面条 All Congee Variants所有类型的粥SERVICE STYLE 服务方式 Counter Type Service Ala Carte点单 Scoop-As-Order 排队自选SERVICE WARE REQUIREMENTS TO BE PROVIDED BY ADEN提供餐具l Noodle Bowls面碗l Pl

10、ate Liners 10-12” diameters十寸餐盘l Chopsticks筷子l Chinese Soup Spoons中式汤勺l Service Trays餐盘EHS REQUIREMENTSEHS建议l Fire Extinguishers灭火器l Trash Bins with Covers带盖垃圾桶l PPE and Standard Hygiene Uniforms for all staff向员工提供PPE及符合卫生规范的制服STATION NAME服务线名称WESTERN SET MENU STATION西餐档口HOURS OF SERVICE OPERATIONS服

11、务时间BREAKFAST7：00 to 9:30AM早餐 7：00 to 9:30AMLUNCH11:00 to 13:30PM 午餐 11:00 to 13:30PMDINNER NOT PROVIDE不提供晚餐DRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY GEGE提供的设备名单CODE编号EQUIPMENT设备SPECS规格QTY数量3.01Counter Western Grill西餐台面No specified specs13.02Glass Shelf Sneeze Guard玻璃口水罩1400x450x520mm HCustom Made

12、(w/Heat Lamps 2.09)13.03Mobile Plate Dispenser食物加热板GRSBF-48-SHATCO Brand(unheated)23.04Heated Display Shelf加热展示架HATCO23.05Reach-In Freezer, 1 sect单层冰箱630x750x1945mm self contained13.07Back Counter w/ Sink不锈钢单星盆工作台2000x750x800 custom made13.09Charbroiler (Electric)扒炉OGP8075NCounter unit13.10Salamande

13、r Broiler (Electric)烤面包机OS200 OZTI Wall mounted13.11Griddle (Electric)煎板炉OGP8075OZTI COUNTER UNIT13.11Low Boy Refrigerator w/drawer三抽屉式冰箱1800x750x500mm local made13.02Heat Lamp电热食物保温灯GRAH 48HATCO13.15Fryer (Electric)炸炉OFE-101 Henny Penny23.17Wall Shelf, 1 tier单层靠墙货架2000x350mm Custom made13.18Wall Fl

14、ashing不锈钢封墙板3800x1200mmCustom made1MENU ASSIGNMENT 菜单组成ALA CARTE MENU BREAKFAST, LUNCH Western Breakfast Set Menu Western Lunch 点菜式-早餐、午餐* 西式早餐定食* 西式午餐定食SERVICE STYLE / CONCEPT服务模式 Counter Type Service Ala Carte 点单模式 Made-to-Order Breakfast 早餐自选点单 Scoop-As-Ordered Lunch 午餐定食和点单SERVICE WARE REQUIREME

15、NTS TO BE PROVIDED BY ADEN餐具提供l Lunch Set Menu Plates 10-12”10-12寸小盘l Lunch Side Salad Dish Plate 4-6”4-6寸色拉盘l Lunch Soup Bowl 3-4 oz. capacity3-4盎司汤碗l Spoon, Fork, Knife勺、叉、刀l Service Trays餐盘EHS REQUIREMENTSEHS要求l Fire Extinguishers灭火器l Trash Bins with Covers带盖垃圾桶l PPE and Standard Hygiene Uniforms

16、 for all staff员工穿着PPE和符合卫生要求的制服STATION NAME服务线名称CHINESE SET MENU A STATION中式套餐A HOURS OF SERVICE OPERATIONS服务时间LUNCH午餐11:00 to 13:30PM DRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY GE设备名单CODE编号EQUIPMENT设备SPECS型号QTY数量4.01Counter Western GrillNo specified specs14.02Glass Shelf Sneeze Guard玻璃口水罩1400x450x

17、520mm HCustom Made(w/Heat Lamps 2.09)14.03Mobile Plate Dispenser活动式双头碟机OTDN1050 OZTI BRAND(unheated)14.04Drop-in hot food unit,4-well嵌入式四格保温槽HATCO14.05Reach-In Freezer, 1 sect冰箱630x750x1945mm self contained14.06U/C refrigerator,2-sect台下型双门平台冰箱GRFHS-PT26HATCO14.07Back Counter w/ Sink不锈钢单星盆工作台2000x750

18、x800 custom made14.09Char broiler (Electric)电子烤炉OGP8075NCounter unit14.10Hand sink挂墙式不锈钢单星洗手消毒盆台OS200 OZTIWall mounted14.11Griddle (Electric)电子煎饼锅OGP8075OZTI COUNTER UNIT14.13Exhaust Ventilator不锈钢脱排油网烟罩GRAH 48HATCO14.15Heat Lamp电热食物保温灯OFE-101Henny Penny24.17Wall Shelf, 1 tier挂墙式单层货架2000x350mmCustom

19、made14.18Wall Flashing不锈钢墙封板3800x1200mmCustom made1MENU ASSIGNMENT菜单组成 Chinese set menu A中式A套餐Chinese Dimsum & * Chinese set menuSERVICE STYLE / CONCEPT服务模式 Scoop-As-Order定量定食SERVICE WARE REQUIREMENTS TO BE PROVIDED BY ADEN餐具提供l Service Trays餐盘l Plate Liners 10-12” diameters十寸餐盘l Chopsticks筷子l Chine

20、se Soup Spoons中式汤勺EHS REQUIREMENTSEHS要求l Fire Extinguishers灭火器l Trash Bins with Covers带盖垃圾桶l PPE and Standard Hygiene Uniforms for all staff员工穿着PPE和符合卫生要求的制服STATION NAME服务线名称CHINESE SET MENU B STATION中式B套餐HOURS OF SERVICE OPERATIONS服务时间LUNCH午餐11:00 to 13:00PMDRAWING图纸LISTED EQUIPMENT TO BE PROVIDED

21、BY GE设备名单CODE编号EQUIPMENT设备SPECS型号QTY数量6.01Counter台面No specified specs16.02Glass Shelf Sneeze Guard口水罩1400x450x520mm HCustom Made(w/Heat Lamps 2.09)16.03Mobile Plate Dispenser可移动分盘器OTDN1050 OZTI BRAND(unheated)16.04Heated Display Shelf嵌入式食物保温板HATCO16.05Reach-In Freezer, 1 sect冰箱630x750x1945mm self co

22、ntained16.06Food Warmer Counter Top, Electric电子食品加热台GRFHS-PT26HATCO16.07Stainless steel table不锈钢工作台2000x750x800 custom made16.09Charbroiler (Electric)烤肉机OGP8075NCounter unit16.10Salamander Broiler (Electric)电子烤炉OS200 OZTIWall mounted16.11Griddle (Electric)电饼档OGP8075OZTI COUNTER UNIT16.12Low Boy Refr

23、igerator w/ drawers冰箱1800x750x500mm local made16.13Heat Lamp电热食物保温灯GRAH 48HATCO16.15Fryer (Electric)电炸炉OFE-101Henny Penny26.17Wall Shelf, 1 tier挂墙式单层货架2000x350mmCustom made16.18Wall Flashing不锈钢墙封板3800x1200mmCustom made1MENU ASSIGNMENT菜单组成CHINESE SET MENU LUNCH 中式套餐SERVICE STYLE / CONCEPT服务模式 Counter

24、 Type Service Set Menu 自选定食 Scoop-As-Order定量供应SERVICE WARE REQUIREMENTS TO BE PROVIDED BY ADEN餐具提供l Service Trays餐盘l Dish Plates小餐盘l Soup and Rice Bowls小碗l Chopsticks筷子l Chinese Soup Spoons勺子EHS REQUIREMENTSEHS 要求l Fire Extinguishers灭火器l Trash Bins with Covers带盖垃圾桶l PPE and Standard Hygiene Uniforms

25、 for all staff员工穿着PPE和符合卫生要求的制服STATION NAME服务线名称CHINESE ALA CARTE MENU STATION零点服务区HOURS OF SERVICE OPERATIONS服务时间LUNCH午餐11:00 to 14:00PMDINNER晚餐17:00 to 19:30PMDRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY GE设备清单9.01COUNTER (SUSHI) (餐台)19.02DROP-IN REFRIG. MERCHANDISER (嵌入式玻璃冷藏展示柜)1500*600*620Hmm49.0

26、4TRASH CONTAINER (垃圾箱)29.06GLASS SHELF SNEEZE GUARD (玻璃口水罩)1500*450*520mm H29.10PLATE DISPENSER, MOBILE (活动式双头碟机)29.11U/C REFRIGERATOR, 2-SECT. U/C(台下型双门冰箱)1200*750*800mm H29.12U/C HOT HOLDING CABT, MOBILE U/C(活动式台下型保温热柜)39.13DROP-IN HOT FOOD UNIT, 3-WELL (嵌入式三格保温槽)39.14HEAT LAMP (电热食物保温灯)3MENU 菜单组成

27、CHINESE ALA CARTE MENU LUNCH & DINNER 中餐零点午餐和晚餐SERVICE STYLE / CONCEPT服务模式 Counter Type Service Ala Carte Menu零点 Scoop-As-Order定量供应SERVICE WARE REQUIREMENTS 餐具提供l Dish plates小餐盘l Soup & rice bowls 小碗l Chopsticks筷子l Soup Spoon汤勺EHS REQUIREMENTSEHS 要求l Fire Extinguishers灭火器l Trash Bins with Covers带盖垃圾

28、桶l Standard Hygiene Uniforms for all staff员工穿着符合卫生要求的制服STATION NAME区域名称PIZZA & PASTA MENU STATION批萨&意面档口HOURS OF SERVICE OPERATIONS服务时间LUNCH午餐11:00 to 13:30PM DRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY GE设备清单8.01COUNTER (DELI) (餐台)1set8.02UV CONTROL PANEL (紫外控制板)1set8.03GLASS SHELF SNEEZE GUARD (玻璃

29、口水罩)1set8.04HEATED DISPLAY SHELF (嵌入式食物保温板)2set8.05DELI CASE W/ POLY BOARD (熟食箱带塑料板)1set8.06DROP-IN COLD FOOD UNIT, 4-WELL (嵌入式食物保冷槽)1set8.07HAND SINK (挂墙式不锈钢单星洗手消毒盆台)1set8.08OVEN TABLE, MOBILE (活动式支架)1set8.09BACKCOUNTER W/ SINK (不锈钢单星盆工作台)1set8.10 HEAT LAMP(电热食物保温灯)2set8.11BACKCOUNTER W/ SINK(不锈钢单星

30、盆工作台)1set8.12SANDWICH GRILL (三明治烤炉)1set8.13TRASH CONTAINER (垃圾箱)2set8.14CONVEYOR OVEN (SINGLE DECK) (履带式行炉)1set8.15REFRIG. SANDWICH PREP TABLE(三明治冷藏工作冰箱)1set8.16EXHAUST VENTILATOR (不锈钢脱排油网烟罩)1set8.17FIRE EXTINGUISHING SYSTEM (烟罩灭火系统)1set8.18WALL FLASHING (不锈钢封墙板)1set8.19WALL SHELF, 1-TIER (不锈钢挂墙单层板)

31、1set8.20 GLASS SHELF SNEEZE GUARD (玻璃口水罩)2set8.21COUNTER (PIZZA) (餐台)1set8.22ROLL-IN RACK(活动高身盆架车)1set8.23WALL SHELF, 1-TIER (不锈钢挂墙单层板)1set8.24PLATE DISPENSER, MOBILE (活动式双头碟机)1setMENU ASSIGNMENT菜单组成PIZZA & PASTA MENU UDON 批萨、意面、乌冬面SERVICE STYLE / CONCEPT服务模式 Counter Type Service Ala Carte Menu自选式 S

32、coop-As-Order定量供应SERVICE WARE REQUIREMENTS TO BE PROVIDED BY ADEN 餐具供应l Dinner Plates西式餐盘l Pasta Bowl 意面餐盘l Spoon, Fork & Knives勺、叉、刀l Noodle Bowl面碗EHS REQUIREMENTSEHS 要求l Fire Extinguishers灭火器l Trash Bins with Covers带盖垃圾桶l PPE and Standard Hygiene Uniforms for all staff员工穿着PPE和符合卫生要求的制服STATION NAME

33、区域名称FRUIT, YOGURT & DESSERT MENU STATION水果、酸奶、甜点区HOURS OF SERVICE OPERATIONS服务时间LUNCH午餐11:00 to 14:00PM DINNER晚餐17:00 to 19:30PMDRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY GE设备清单9.03COUNTER (DESSERT) (餐台)1set9.06GLASS SHELF SNEEZE GUARD (玻璃口水罩)6set9.07DROP-IN COLD FOOD UNIT, 4-WELL (嵌入式四格保冷槽)2set9.0

34、8BUILT-IN-WARMER (嵌入式暖保温炉) W/INSERT & COVER6set9.11U/C REFRIGERATOR, 2-SECT. U/C(台下型双门冰箱)2set9.13DROP-IN HOT FOOD UNIT, 3-WELL (嵌入式三格保温槽)2set9.14HEAT LAMP (电热食物保温灯)2setMENU ASSIGNMENT菜单组成Fruit yoghurt Beverage FOR SET MENU 水果、酸奶、饮料DESSERTS甜点SERVICE STYLE / CONCEPT服务模式 Self Serve自助SERVICE WARE REQUIR

35、EMENTS TO BE PROVIDED BY ADEN餐具提供l Dessert Bowls甜点碗l Dessert Fork / Spoon甜点叉、勺EHS REQUIREMENTSEHS 要求l Fire Extinguishers灭火器l Trash Bins with Covers带盖垃圾桶l PPE and Standard Hygiene Uniforms for all staff员工穿着PPE和符合卫生要求的制服STATION NAME区域名称BEVERAGE STATIONS饮料区HOURS OF SERVICE OPERATIONS服务时间BREAKFAST早餐7:00

36、 to 9:30AMLUNCH午餐11:00 to 14:00PM DINNER晚餐17:00 to 19:30PMDRAWING图纸LEFT BEVERAGE STATIONSRIGT BEVERAGE STATIONSLISTED EQUIPMENT TO BE PROVIDED BY GE设备清单7.01COUNTER (BEVERAGE) (餐台)1set7.02 ICE MAKER (FOR BEV. DISPENSER) (制冰机饮料机用)1set7.03TRASH CONTAINER (垃圾箱)2set7.04CONDIMENT DISPENSER (调味架)5set7.05DR

37、OP-IN GLASS RACK DISPENSER(杯筐架)5set7.06AUTO AIRPORT BREWER WITH AIRPORT (制咖啡机)2set7.07HOT WATER DISPENSER( 热水机)2set7.08COUNTER (BEVERAGE) (餐台)1set7.09ICE/ BEVERAGE DISPENSER (冰/饮料器)1set7.09A ICE MAKER (FOR BEV. DISPENSER) (制冰机饮料机用)1set7.10 WATER FILTER ASSEMBLY (水过滤装置)1set7.11WATER FILTER ASSEMBLY (

38、水过滤装置)1set7.12BACKCOUNTER W/ SINK (不锈钢单星盆工作台)1set7.13WALL SHELF, 1-TIER (不锈钢挂墙单层板)1set7.142-FULL GLASS DOOR CHILLER (风冷型高深玻璃门冰箱)3setMENU ASSIGNMENT菜单组成Hot and Cold Beverage items. 冷热饮料SERVICE STYLE / CONCEPT服务模式 Self Serve自助SERVICE WARE REQUIREMENTS TO BE PROVIDED BY ADEN餐具提供Beverage Glass饮料杯Coffee

39、Cups咖啡杯EHS REQUIREMENTSEHS 要求l Fire Extinguishers灭火器l Trash Bins with Covers带盖垃圾桶l Standard Hygiene Uniforms for all staff员工穿着符合卫生要求的制服SERVICE AREA OPENING PROCEDURES FOR STAFF & SUPERVISOR员工及主管 服务区开始程序SOP Title:Service Area Opening Procedures for Staff & Supervisors员工及主管 服务区开始程序DOC. #of PagesWho is

40、 Responsible for this procedure: Executive Chef , Head Chef, Helpers (Ayi)责任人： 行政主厨，厨师长， 帮厨 Step #Procedure程序Who1Be in COMPLETE & CLEAN UNIFORM before reporting to assigned Work Stations到岗时要穿着干净整齐的工作服Executive Chef & Head Chefs主厨及厨师长Cooks厨师Helpers (Ayi)帮厨Remarks:UNIFORM STANDARDS制服标准1. Executive Che

41、f & Head Chef cooks uniform with RED Scarf.行政主厨及厨师长： 厨师服及红围巾2. Cooks cooks uniform with BLUE Scarf.厨师：厨师服及蓝色围巾3. Helpers (Ayi) Blue / Red / Gray stripes帮厨：蓝色/红色/灰色的条纹衫NOTE:注意1. All T-Shirts should be tucked-in to your pants.所有T恤要扎进裤子里面2. No Rubber Shoes.不穿橡胶鞋3. All should use Hairnets before their Head Cap when working inside production area.在工作区必须在帽子里面戴上发罩。4. All uniforms should be Washed Daily twice a week.所有制服要求每周换洗两次。3Check Cleanliness and Condition of Equipments and Station检查卫生状况及设备岗位情况Remarks:备注Note:1. Check Cleanliness.检查卫生状况2. Check