餐厅规章制度(中英文)1
BANQUET BEST PRACTICES IMPLEMENTATION RECORD
COFFEE GARDEN BEST PRACTICES IMPLEMENTATION RECORD
*Please put a tick if completed 请在完成的项目栏中划对号.
LOBBY LOUNGE BEST PRACTICES TMPTEMENTATION RECORD
Hotel Orientation Schedule of August 2003
饭店入职培训计划
AUG26 0900-0920 Get to Know You 破冰Training Dept 0930-1120 SLIM Introduction 集团介绍Training Dept
1130-1140 EXCOM Introduction 管理人员介绍EXCOM
1140-1200 GM Speech 总经理发言QM
1300-1330 Warm up Exercise 暖身活动Training Dept
1330-1430 Grooming & Hygiene 仪容仪表Training Dept
1430-1545 Product Knowledge-Rooms 房务部介绍Room Team
1545-1630 Product Knowledge-F&B Service 餐饮部介绍F&B Team
1630-1700 Finance Introduction 财务部介绍FC
1700-1730 S&M Introduction 销售部介绍DOM
AUG27 0900-1010 Customer Delight Program Introduction /
Excellent Service in Rasa Ria Resort
令客人喜出望外计划
Training Dept
1020-1100 Employee Handbook 员工手册HRM
1100-1200 HR Philosophy 人力资源部介绍HRM
1300-1330 Warm up Exercise 暖身活动Training Dept.
1330-1500 Fire & Emergency Procedure 紧急措施Chief Engineer
1500-1530 Hotel Security 饭店保安Security Manager
1540-1620 Telephone Courtesy 电话礼仪Training Dept.
1630-1730 Hotel Tour 饭店介绍Training Dept. AUG28 0900-0950 Golden Circle Program 金环计划Christina Lin 1000-1050 Strategic Plan 战略计划Training Dept.
1100-1200 Vision & Guiding Principle 远景目标Training Dept. AUG29 1300-1330 Team Building 团队合作Training Dept.
1330-1400 Shangri-La Food Safety
Management System 香格里拉食品
安全管理体系
Hygienist
1405-1505 Basic English Training 基础英s文Training Dept. 1510-1630 Product Knowledge Quiz & Feedback 产品知识测试Training Dept.
0900-1730 Shangri-La Care I 香格里拉翔I Angels
HOW TO INTRODUCE ITEMS & DISPLAY
Each Step must include: Demonstration, Explanation, Questions and asking the Trainee if he/she has any question before they repeat the step by themselves .
TASK BREAKDOWN
Task: How to introduce salad, dessert and display.
Job Title: Waiters/Manager/Assistant/In-charge/Hostess
How to introduce items & display
Each Step must include: Demonstration, Explanation, question and asking the Trainee if he/she has question before they repeat the step by themselves.
TASK BREAKDOWN
Task: How to Up-sell? Job Title: Waiters/Mangers/Assistant
In-charge/Hostess
UP-SELLING
1.Be punctual for work
2.Maintain good personal hygiene and grooming
3.Wear name tag at all times
4.Wear the prescribed uniform
5.No fighting
6.No laughing
7.No standing together
8.No talking together
9.No running
10.No gambling
11.No yawning
12.No picking of noise
13.No scratching hair or body
14.No arguing
15.No smoking
16.No cleaning of nails
17.No picking of teeth
18.No coughing unless into a handkerchief
19.No sneezing unless into a handkerchief
20.No pushing
21.No hands in the pocket
22.No staring at guests
23.No leaning against the wall
24.No sitting on the chair
25.No combing of hair
26.No eating or chewing
27.No drinking
28.No personal telephone calls
29.No shouting
30.No friends or relatives waiting in the restaurant
Examples of Courteous Phrases
1.When greeting a guest:
“Good … (time of day), Sir/Madam/Mr/Mrs/Ms ”
(Name of guest)
2.When greeting a group of men and women:
“Good… (time of day ), Ladies and Gentlemen
3.When leading guest to the table:
“This way please. Sir/Madam/Mr /Mrs /Ms…”
(name of guest)
4.When called by guest:
“May I help you Sir /Madam /Mr /Mrs /Ms…”
(name of guest)
5.When item ordered is not available:
“Excuse me , Sir /Madam, your …(name of drink/food ), Enjoy your drink/food”
6.When item ordered is not available:
“I am sorry , Sir/ Madam…(item ordered)is not available today . Would you care to have …(alternative item) instead?”
7.When checking if guest made a reservation:
“Are we holding a reservation in your name , Sir /Madam?”
8.When you cannot attend to the guest immediately:
“I’ll be with you in a moment , Sir /Madam”
9.When guest thanks you :
“My pleasure ”/ “You are most welcome”
10.When presenting a check (bill) to guest :
“your check, Sir /Madam”
11.When returning change to guest :
“your change , Sir /Madam , Thank you very much”
12. When bidding gue st farewell: “Thank you , Sir /Madam ,have a pleasant/ nice day / evening”
12.When answering the telephone:
“Good… “(Time of day)
“…”(outlet identification e.g. Garden Terrace Restaurant)
(Id entify yourself)… speaking
“May I help you , please?”
Note
-Never say “Goodnight Sir/ Madam” when greeting a guest that is coming to patronize your outlet.
-Some of the magic words that open all doors are:
- “Please”
- “Excuse me “
- “Pardon me “
Qualification of F& B employee:
You must be:
1.Healthy:
Your job requires you to be in close contact with guests/co-workers and food . You must be healthy to avoid spreading disease and to maintain a good appearance. A healthy waiter looks good and has the energy to perform the job properly.
1.健康：
我们的工作要求我们与客人、同事，以至食物等频繁接触，我们应保持身体健康，以免疾病传播，每日工作都埯整洁的仪容仪表，一名健康的服务人员不仅令人赏心悦目，而且有足够的精力去从事工作。
2．Reliable:
Management must be able to depend on you to fulfill the responsibilities to which you were hired.
-You must report to work on time
-Serve the hotel guests properly
-Complete all tasks assigned to you
2.诚实/可靠
上级需要各位的鼎力协助，完成好工作。
-你必须准时到岗
-提供客人的高质量的服务
-每天完成好分配给你的任务
3．Personality:
A waiter or waitress should take the initiative to be friendly patient and courteous to guest co-workers and management
3.性格/脾气:
一名好的服务人员应当待客/同事/上级友善,耐心,礼貌.
4. Co-operation:
You must be willing to work with co-workers in a common effort .Towards completing work assigned .You must also adapt to the Hotel policies .
4. 合作/团队精神:
你须乐于配合你的同事,发挥团队精神以更好完成工作，对于酒店规章制度应自学遵守。
5．Knowledgeable:
A good waitress or waiter must learn appropriate serving methods. And how to apply them in a smooth efficient manner . You must have and extensive knowledge of the food items on the menu. 5.知识/技能:
一名好的服务人员必须掌握丰富的专业知识/技能,从而在工作中体现高效.
6.Attentive:
Guests may need their waiter or waitress at any time during the meal, Always concentrate on the job and never leave station unattended. You must be aware of the progress or the meal each table and anticipate needs as they arise.
6.专注的服务:
待客服务需细致，周到，热情，请随时留意客人的需求，在工作中表现出乐于助人。
Daily Grooming Check List Female Hair
长发应盘于脑后
芭蕾发
*French Pleat 法式髻
*Hair Net 发网
No hair odorous 头发无异味
Neatly Comb 梳理整齐
Natural Color 天然颜色
Female Face
Make-up should be light and natural
脸部必须淡而自然
Female Uniform/Attire
Skirt/Dress length one inch above knee
裙子应在双膝以上一英寸
Stocking must be worn tight around ankle
And knee, not torn and the color must be correct
袜子不可松驰或破烂及颜色正确
Uniform Fully buttoned and neatly pressed
制服应熨烫平整并要一一扣好扣子
Shoes must be polished 鞋子必须擦试光亮
Jewelry 首饰
No rings allowed 不可戴戒指
Earrings for female staff, Ear studs only
耳环只适用于女性员工,且式样为耳钉
One simple wrist watch 只可戴一只式样简单的手表
Necklace should be hidden 项链不可暴露于衣服外
Hotel Identification 酒店名牌
Name tag above left breast pocket
名牌需佩戴于制服左方口袋上
Mate hair 男性头发
Hair above collar
头发修剪于衣领之上
Side burns not beyond middle
Of ear 鬓角不得超过耳中部
No hair odorous头发无异味
Neatly Comb 梳理整齐
Natural Color 天然颜色
Male Face 男性的脸
Clean shaven 每日修面
Male Uniform/Attire 男性制服
Ties should be knotted nearly
Around the neck
领带应整齐地戴于脖间
Black socks only 只可穿黑袜
Uniform fully buttoned and
neatly pressed
制服应烫平并要扣好
Shoes must be polished
鞋子必须擦拭光亮
Finger-nails 指甲
No dirty 指甲不可有污染
Short and well manicured nails
指甲应每日修剪整齐
Nail polish only of natural color
只可用自然色的指甲油
Service pin on collar or lapel
Service Executive % Senior
Service Manager to wear name
Tag as well
宾客服务行政级和高级宾客
服务经理级均需佩戴名牌
General Remarks:
Check by: (Mgr/Asst.Mgr)
仪容仪表及卫生标准Grooming & Hygiene Standard