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1、DaysHotel&SuitesQingzhou青都国际大饭店FOOD&BEVERAGEOUTLET餐饮部DaysCafe咖啡苑OUTLETOPERATlNG尸OL/C/ESANDPROCEDURES运作原则和操作程序INDEX目录LOCATION位置CONCEPT&PRODUCTDESCRIPTION概述MARKETINGOBJECTIVES销售目标HOURSOFOPERATION营业时间PROMOTION&MERCHANDISING促销和销售SEATCAPACITYANDLAYOUT容量及平面图F&BARCHITECTURALFEATURE&FURNITURE特点及家具MUSIC&ENTE
2、RTAINMENT音乐及娱乐MENU-Types&Content,Languages,Design&Format,Par菜谱FOODPRESENTATION&DISTRIBUTION食物展示及部门BEVERAGELISTS酒水单Wine&DrinkListContent,Languages,Design,ParFOODSERVICEPOLICY&BASICTABLESETUP服务制度及基本摆台GENERALSERVICEPOLICY总的服务制度SERVICEINTHERESTAURANT餐厅服务-TheWorkSystem-Food&BeverageService工作程序Procedures&
3、Standard服务程序及标准PERSONNEL&TRAINING人员及培训-OrganisationChart组织流程图-JobDescriptions-Staffing&Shifts工作职责/CasuaILabour/Uniform人员及换班/临时工/制版-Orientation入店培训-Grooming,Attitude&Behaviour仪容仪表、态度入行为-TeIephoneEtiquette电话礼仪-WorkSafety工作安全HOUSEKEEPING客房-CleaningScheduIes-LinenControl&Exchange清洁程序Procedures布草控制及更换制度-
4、UniformProcedures制服制度-FIowerRequisition鲜花申请-Fumigation&PestControI消毒及害虫控制ACCOUNTS财务-StandardOperatingEquipment(SOE)设备操作标准-Store/Inventory仓库/库存（盘点）-Cashiering/Rebates收银/议减MAINTENANCE-SystemcontroIs/Maintenance维修Request系统控制/工作程序CHECKLIST检查单主管迎宾员和领班服务员、工作台的细项安全检查单事后职责-Supervisor- Hostess&Captain- Waite
5、r/Waitress/Mis-en-pIaceforsidestation- SafetyChecklistJOBTASKSBREAKDOWNBYPOSITIONSLOCATION地点SituatedattheLevel1stoftheHotel(Towerl)EasilyaccessiblefromtheLobby位于饭店一楼(1主楼)从大堂可直接到达CONCEPT概述2.1GENERALPRINCIPLES总原贝UTheprimeoutletwithnewconcept-a4teastmeetwest“brasseriewhichfeaturesforlunchanddinneradeli
6、ciousFromAsiaandOccident,localfavouritesandtraditionalbrasseriespecialities.诠释全新”中西方交融”概念的主题餐厅。提供欧美及亚洲精选美食，并同时可享用具有融合风格的自助餐。DifferentactionstationsfromAsiandelicacies,ShandongSpecialites,ChineseNoodleMaking,DeliciousAsiaandOccidentFoodarefeatureddailyinourDaysCafebuffetlunch;Alldaydiningmenuconsisto
7、fbothlocalandinternationalcuisineisservedaswell.不同口味的亚洲食物精选，山东特色，中国面食；在咖啡苑午餐每天还提供欧美及亚洲精选美食；另外菜单还包括了各式的本地及国际的菜式。Inaddition,anspecialALaCarteMenuwillbefeaturingspecialtiesfromEuropeandtheAsia.除此以外，零点菜单将集中来自欧洲和亚洲的特色。DailyInternationalbuffetbreakfastisservedfrom6:30amonwards;Setbreakfastmenusareavailabl
8、e.每日国际自助早餐从06:30时开始提供服务。同时亦供应定食早餐。Semisetdinnerformulamaybeadoptedfordinnerwherebythemaincourseiscomplementedbyabuffetofappetizeranddesserts.半自助晚套餐由主餐和自助餐中的沙拉和甜点组成Themenightswillbefeaturedaspartofourpromotionplan.主题夜晚将成为推广的一部分MARKETINGOBJECTIVES销售目标Breakfast早餐Lunch午餐:HotelGuestsmainly店内客人:HotelGuest
9、s店内客人CorporateBusinessmenZExpatriatesDinner晚餐GovernmentContactsSmallConferenceGroupsHotelGuestsLocalresidentsExpatriates商务客/外地人政府人员小型会议团体店内客人当地客人外地人HOURSOFOPERATION营业时间From6:30amto22:00pm早上6:30午夜22:00Breakfast早餐：06:30hoursto09:00hours早上06：30一上午09：00Lunch午餐：11:3OhoUrStol4:OOhours上午11：30下午14：00Dinner晚
10、餐：17:3OhOUrSlo21:3OhoUrS下午17：30晚上21：30A-Ia-Carte零点：06:30hoursto22:00hours早上()6：30晚上22：(X)PROMOTIONMERCHANDISING促销和销售INTERNAL国内客源GuestDirectory客人地址录LobbySigns大堂签名ElevatorPosters海报电梯Newsletter-Mailer消息邮件袋Billboards宣布板FaxFlyers传真宣传册TentCards住宿卡EXTERNAL国外客源LocalNewspaper-PressReleases发行当地新闻报刊Advertiseme
11、nt广告Flyers宣传册SEATINGCAPACITYANDLAYOUT容量和设计Fourtops(4)20X=8()Sixtops(6)4X=24Eighttops(8)2X=16Total120 PropsedFloorPlanattached附平面图 Actualtablelayoutwillsettablesfor4pax,6paxand8pax桌面设计摆台有4人、6人、8人ARCHITECTURALFEATURESFURNITURE建筑特色和家具10tables(Square)-900mmX700mmwith750mm(H)10个方桌一长700毫米宽900毫米高750毫米10tab
12、les(square)一90Omm火90Omm火75Omm(H)9个方桌一900毫米火900毫米火750毫米1Gazebocentrepiece中心一个咨询台1Build-inbuffetCounter由自助餐台做成114Chairs114张椅子1HostessCounter咨客台1bandseat一个卡座GIVEAWAYS增送ACCORDINGTOEVENTSORPROMOTIONSORGANISEDANDSPONSORSHIP参照宴会预定单或者促销部门和发起部门MUSIC&ENTERTAINMENT音乐和娱乐PipeinBackgroundmusicthroughouttheday全天播放
13、音乐EveningStrollers(onspecialarrangement)晚间strollers(特殊安排)MENU菜谱TYPES&CONTENTODening种类和内容营业BreakfastAlaCarte零点早餐AllDayDiningMenuwithDailySpecials全天供应菜单和每日特色SemiSet/ThemeBuffetZSundayBrunch小型宴会/主题自助餐/周日早午餐2优PhaSePlanning阶段计划LANGUAGEEnglishwithChineseTranslationforallmenus中、英文菜单DESIGN&FORMAT设计和格式Themen
14、ushouldbeadaptedtotheconceptorstyleoftheoutlet.Simplebutattractive.Itshouldallowafrequentchangesystemofthemenuinsertstogiveanimpressionthatmenusaredonedaily.Dailyspecialsandsuggestiontobeincluded.菜单样式应该是特别有个性的。简单吸引人。并且经常性的改变插图以给人常换常新的感觉，每日特别推荐也要做相应的改变。Themenucovershouldbeinharmonywiththedecorationev
15、enindinnerlighting,Itmustbebrightandpleasant.菜单封面的插图应有轻松、愉快、舒适感。Size:尺寸：Breakfast(A4sizeopenboardwithinsert)早餐(外壳和里面A4大小)AllDayDining(A3sizeopenboardwithInsertandA5sizetracingpaper)全天供应(外壳A3、里面A5)Cover:封面：Board-artcard,mattlaminated(4C)亚光硬纸板(4C)Insert里面：217gsm,mattlaminated(2C)亚光(2C)DesignConceptfor
16、Cover:Restaurantnameingraphic,printedlightsoftpastelcolours封面设计构想：餐厅名字用图形，粉蜡颜色。MandatoryInformation:必要的信息：Applicabletaxandservicecharges税收和服务费Note:注示：Commonconceptforbreakfast,lunchanddinner.一般设计早餐、中餐、晚餐。Smalliconstobehot-stampedbelow在下面贴上小图符Forlimiteditemsservedduringsupper晚餐限定项目。Menuistobechangedo
17、nceayear.菜单每年更新一次PAR标准Breakfast-30incirculation/70instore早餐一30册使用/70册放仓库AlldayDining-40incirculation/110instore全天供应一40册使用/110册放仓库。FOODPRESENTATION食品的装饰与制作Highqualityandconsistency,well-priceditemsarethemajorfactorstokeepinmindforaBrasserie.Awiderangeofwesterndishes(40%)aswellaslocalfavourites(60%)wh
18、ereportionsaretobegenerous.Vegetarianandlowcaloriedishestobewithinthemenu.富乐阁西餐厅提供高品质的出品，合理的价格，丰富的品种，让客人有物超所值的感受。西餐品种繁多(40%)中餐具有在方特色(60%)份量超值。另外还有素食和底热量特别菜式。BuffetstyleBrasserieforfastserviceorlargenumbersbutitmustalwaysgiveanimpressionoffreshnessandabundance,itmustnotbepresentedbanquetstyle.Icecarv
19、ings,handsomedisplayoflocalcraftobjectswillbeusedasdecorations.Useofbowlsandterrineinwood,earthwareorglass.Manydishesinsmallquantitiestoberefilledcontinuously.自助餐的出品应总保持给客人有新鲜感，不同于宴会的呈现方式，自助餐上应有各样的装饰。不断的添加的食品以食品保证出品的数量和质量。Changeofitemsdaily,presenceofcookstohelpguests,i.e.actioncomerforeachmealperio
20、dtobemadeavailable;Servicestaffmustcleartablesquickly.Childrenandicecreammenutobeavailableuponrequest.每日更换出口内容，满足客人需要。服务快捷。儿童菜单和冰淇淋单也可提供。FOODDISTRIBUTION食品分配ListofmenuitemswithphotographsattheKitchenpreparationareas;FullMenuglossarytoexplainandindicateeachitempickuppoints.厨医备餐间贴有菜式图样，每样菜式都有祥细的解释。BEV
21、ERAGEWINELIST OUTLINEFUn and / bottles to be availableMilesime Champagne - 2/3Champagne /Sparkling - 3/5White - 10Red-8Rose - 2House Wine - 1Origin of WinesFrench/German/J apanese/American/AustraliaZItalianZChineseBEVERAGE LIST OUTLINE酒吧葡萄酒单概述可供整瓶和半瓶 麦尔斯香槟-2/3 香槟/汽泡酒3/5 白葡萄酒-10 红葡萄酒-8 玫瑰红-2 精选葡萄酒1原产
22、地法国/德国/日本/美国 澳大利亚/意大利/中国4/5Aperitif开胃酒10l5SoftDrinks45软饮料2/3Ports/Sherries钵酒/雪利酒8/10Juice - Fresh & Chilled 果汁-鲜榨&新鲜2/3Premium Scotch特级苏格兰2/3Water矿泉水Standard Scoth普通苏格兰5/6Coffee咖啡Malt Whisky纯麦威士忌6/7Teas茶1Canadian Whisky加拿大威士忌1Chocolate巧克力2Bourbon Whiskey 波本威士忌Milk鲜奶1Irish Whisky爱尔兰威士忌2/3Local Beer本地
23、啤酒2Gin金酒4/5Imported Beer进口啤酒2Vodk伏特加10/15 Liqueur力娇甜酒2Tequila龙舌兰酒Premium Cognac特级干邑Standard Cognac普通干邑酒水单概述LANGUAGEEnglishwithChineseTranslationforallmenus中、英文菜单design&format设计和格式a)WineListSize:A3openboardMaterial:Cover-Leatherboardwithbrassclipsatedges;Hot-stampedLogoatthebackoftheboardInsert-198gs
24、mivory(IC)Design:Insertwithheader-Winelist葡萄酒单尺寸:材质：设计：A3openboard皮质封面压金线hotstamped反面印标志插入一198gsm乳白色（IC）有酒水单做单头b)DrinksListSize:Sampleattached(opensize)-4fold(closedsize)酒水单尺寸:附样品（打开尺寸）四折（关闭尺寸）Colour:4C颜色:4CDesign:Artcardlaminatedbothsideswithfoldconcept(4fold)Photography(13cocktails)设计:artcard两边压齐（
25、四折）图片处理（13鸡尾酒会）MandatoryInformation:Applicabletaxandservicecharges必要信息:税金和服务费par标准WineListBoardZInsert-30/200葡萄酒单外壳/内容一30/200BeverageList-80incirculation/120instore酒水单一80使用/120在仓库FOODSERVICEPOLICY食品服务政策Clientsshouldbegreetedassoonastheyarrivesbynearestemployees.Assignatable,ifnoneareavailable,askgue
26、ststowaitatthelounge,proposeadrinksandinformguestsassoonastableisready.见到客人要打招呼。领客人入座，如果没有位子，请客人在大堂等待给客人倒一杯水，一有座位就通知客人。TheReceptionshouldbewarm,withasmileduetothedirecteffectontheguests,judgement.Serviceistobefast,attentiveandefficient.迎宾员要热情的微笑，给客人一个很好的感觉。服务要快捷、小心、有效。Guestsmustnotfeelabandonedorrus
27、hed.Oncetheorderistakenhe/sheisinformedofthewaitingtime.不让客人感到约束和压迫。在点单之后告知需要等待的时间。Whenguestisleaving,hemustbethankedforcoming.客人离开时要感谢他的光临。Makingthereceptionandserviceupersona,isabigfactorforarestaurantsuccess.让接待和服务“人性化”是餐厅服务成功的关键。InBrasserie,plateserviceistherule,theuseofvariousstyleofdishwareist
28、ogiveastyleofauthenticity.Theuseoftrolleyisrecommendedforpastries.西餐厅里的各式盘子都有专门的用途。手推车只供传菜员使用。BASICTABLESETUP桌面基本摆台TabledecorationandsetupshouldbeadaptedtothedecoroftheBrasserie.Ifwoodentabletop,tablecloth,placematsandnapkinsshouldbeinclothwellironed.桌面装饰和摆台要采用decor西餐形式。木桌面、桌布、布、餐具都应包好。Disheswhitech
29、inawithsmalledgedecor.Flatwareshouldbesimple.瓷盘要有小边。餐具简单。Forallotherdishware,samecriteriabutinaBrasseriewecanalsousebowls,terrines,etc.Thesedishesaretoenhancethegoodportionfeelingwetalkedabout,glassware,theclassicsuitwell.所有的餐具像criteria西餐厅也有可能用到碗、IeITineS等。这些用来增加美感，玻璃器皿、古式的成套餐具也是一样。Breadinbasket.But
30、terservedinbutterdishwithice面包用面包篮。黄油用黄油盘加冰。Floralarrangementinabudvase.Salt&peppercondimentsetwithacleanashtrayoneverytable.Tablesetupsample(Photo).花瓶插鲜花。胡辣、盐瓶和干净的烟灰缸放在每一个桌子上。桌面摆台可参见图样(照片)GENERALSERVICEPOLICY一般服务政策1. Greetingandsmileatallguests-Theypayoursalary”微笑欢迎所有客人一“他们给我们工资”2. Donotkeepthegues
31、twaitingtobeseated.Toaddplacesetting,addthechairfirst,thentheplacesetting.不让客人等待。先加椅子再添加摆台。3. Serveandclearallfood&beveragesfromtheguest,srightwiththerighthandwheneverpossible.可能的情况下在客人的右边用右手服务和清理食物和酒水。4. Userighthandwhenservingfromtheright.从右边的服务都要用右手。5. Allfoodgoesontherighthandsideandallbeverages
32、areplacedontherighthandsideoftheguest.所有食物从右边服务,所有酒水摆放在客人的右手边。6. Neverreachinfrontoftheguest;nevercross,thefaceoftheguestwhileservingorclearing.不要碰到前面的客人，不要跨越式服务，在服务时总是面对客人。7. Donotgraspsilverwarebyitscuttingsurface.Alwaysbythehandle.Handleglassesbytheirbasesorstems;nevertouchtherims.拿银餐具时不要接触它的表面。手
33、拿杯子时要拿杯子底部或杯颈，不要触及杯口。8. Turnthehandleofthecoffeecuptotherightata4oclockpositiontotheguest,aswellascoffeepot,teapotetc.放置咖啡杯时要放在客人右边4点钟的位置。咖啡壶和茶壶也一样。9. Alwaysnumberthetableandthecustomerssothatyouknowwhoorderedwhichitem.给餐桌和客人编号以便你自己清楚谁点了什么东西。10. Alwaysservetheladiesfirst,hostlast.女士优先，主人最后。11. Putfl
34、atwareonaplaleortray,coveredwithcleannapkinwhensetting-neverholdflatwareinyourhand.Traysmustalwaysbeusedforsettingorclearing.在放餐具时要用盘子或托盘装着，服务时用口布盖着-切记不要用手抓餐具。在服务和清理时都用托盘。12. Carryplatesonhand-thumb&fingersshouldnottouchinsideedgeofdish.拿盘子时大姆指与手指不能接触盘子内侧。13. Allplacesettingsnotrequiredshouldberemov
35、ed,ifpossible,beforetheguesthasbeenseatedorassoonastheguesthasbeenseated.在客人入座前或客人马上就要入座时。如果可能，所有的摆设都不移动。14. Alwayswatchforemptyglasses-replenishicewaterandaskforseconddrink.观察空杯一再加冰水或询问第二杯酒水。15. Bepreparedtoansweranyquestiontheguestmighthaveinregardtothemenuitems.随时准备回答客人对菜单内容可能提出的任何问题。16. Whengues
36、tleavestable,napkinsshouldalwaysbefoldedneatlyintriangleandplacedonthetable.当客人离开桌子时，口布应该叠放整齐分类放置在桌面上。17. Whenresettingatable,alwaysmakecertainyourchairsarefreeofbreadcrumbs在摆台时，确保椅子上无面包屑。18. Changetheashtrays-onlytwocigarettebuttisallowedintheashtray;covertheashtraywithacleanoneandremove;thenplacet
37、hecleanoneonthetable.Cigarettesshouldbelitforguestsasfarpossible.更换烟缸-一只允许两个烟尖在烟缸里；用一个干净烟缸扣住然后拿起，放一个干净的在桌上。如果可能应该为客人点香烟19. Neverremoveaplatefromoneguest,evenifthisguestisthroughwithhisfood,untileveryoneelseisdone.Ifyoudoso,itwouldgivetheotherguestsatthetable,whoarenotyetthrough,theimpressionthatyouw
38、antthemtorushtheirmeal-unlessrequestedbytheguest.不要拿走客人的盘子，甚至该客人已经吃完。至到每位客人都吃完。如果你这样做，会给其它同桌还没吃完的客人一种感觉，你希望他们快速吃完一一除非被客人要求。SERVICEINTHERESTAURANT箧厅服务THEWoRKlNGSYSTEM工作系统OneTeam:1Captain一个领班StationAllocation:SeeRoster一组3Waiters三个服务员工作台：参看分派表Basically,1Stationhas1Runner.Whenfoodordercomestothekitchen,
39、allApertizersandColdFoodswillbepickedupwhenready.Ie.itwillbepreparedimmediately.一般，一个工作台设有一个跑菜员。点菜时应给客人上凉菜，服务讲究时效。NB.Ifatableof4ishaving2coldfoodand2hotcourses,runnersshouldindicatetoChefthatallfoodshouldcometogetherforaparticulartable.NB:如果一个桌子只有二个凉菜和二个热菜，跑菜员预应先与厨房协商好所有的菜一起上。BACK-OF-HOUSE-PantryBoy
40、cumCaller后台服务员一跑菜员He/SheactsasaPantrypersonandshouldprepareallthenecessarymise-en-placeoftheserviceduringlowperiods.在就餐高峰前期跑菜员要准备所有的餐前工作。Thisincludes:它包括：a. Creamersets放置奶缸b. Sugarbowls精碗c. Cleanplates盘子d. Foldnapkins叠餐布e. Cleancutlery清餐具f. RePIeniSheSCondimentS,coffeecups,saucersetc.整理调味品、咖啡杯、杯垫等OD
41、uringbusyperiods,he/sheactsasafdcaller.Communicationbetweenstationrunnersandthecallerisveryimportant.Wheneverfoodthatshouldbepickedupisready,he/sheshouldpreparedthetrayforpickup.Thisincludesallcondimentsandsidegarnishes,whenever,possible,he/sheshouldalsopreparecoffee/teafortherunners.在就餐高峰时段，做叫菜员。叫菜
42、员与跑菜员之间的联系是很重要的。当食物备好以后，他/她应准备好托盘运送。同时应包括所有的配料和装饰。另外，也有可能他/她应准备好茶和咖啡给跑菜员。NUMBERINGS台位号Allnumberisoftableshouldfacetheentranceoftherestaurant.Thenumbersafterthatmoveinaclockwisemovement.所有桌面上的台号都应朝餐厅进口放置。台号应按顺时针方向放置。Example:例如Iftableforfourisreducedtotableofthree,and3isempty.Sothenumbersindicatedonth
43、eCaptainorderare,1,2and4(4isthehost)如果四张桌子减为3张，3号台是空的。在领班的按排下台号为1、2、4(4为主桌号)Refertodiagramsforwholerestauranttableandchairsnumberings.可参见餐厅桌椅编号图样。RESTAURANTSERVICEPROCEDURES餐厅服务程序SCENARIoI:WHENGUESTARRlVES场景I：当客人进入时1. GreetandHostessleadstothetable,欢迎并领客人入座，a.Forbusyperiods,allocationoftableshouldbe
44、doneaccordingtothesituationIe.donotpack1 station,trytospreadtheguests.在就餐高峰时段，根据情况分配桌子。不要围一个工作台，尽量分和散客人。2. Askguestswhethertheywouldpreferasmokingornon-smokingsectionintherestaurant.询问客人愿意座在餐厅的吸烟区还是非吸烟。3. Pullchairs.拉椅子。Itshouldbenotedthatinallsituations,asfaraspossible,Ladiesshouldbeseated,served,c
45、leared,etcfirstandHostlast.各种情况都应及时通知客人，并且总是女士优先主人最后。4. Hostessthenhandovermenusandaskforappertiforders.SheshouldtaketheordersandhanditovertoWaitersorCaptsinthestations.领位员要给客人呈上菜单，询问餐前需求。然后将客人的需求转告给服务员或是该区领班。a. Ifguestsaredining,Hostessshouldputthenapkinsontheguestslaps(SeenapkinProcedure)Thiswilla
46、ctasanindicationthattheguestisdining.客人在进餐时餐巾要铺在客人的膝盖上(参看口布服务程序)。这也是客人在进餐的一个标志b. guestsareonlyhavingdrinks,sheshouldplacecutleryonthesideplates,ThiswillactasindicationtoCaptthattheyareonlyhavingdrinks.Hence,allcutleryandside-platesaretobeclearedbythestationwaiters/Capt.在客人只喝酒水时，她同时将餐具放在盘子的两侧。这样就表示她只会喝酒水。因此，服务员或领班要清
