酒店管理会所餐饮部餐厅及酒吧作业流程图表.pdf

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1、AFTERCUSTOMERDEPARTURE-RESETTINGTABLEPROCEDURERestaurant-LoungeWaiter/WaitressHelpGuestwhenDepartingIffound,handtoguestsBidfarewelltoCustomersrightawayVerifynoguestbelongingsareleftbehindPick-uptrayfromservicestationReason:A)AvoidsdroppingofApproachguesttableandremoveallsoile

2、dwares(glass,chinaetc)itemsfromtrayB)easiercarryingofandplaceontotrayfullyloadedtrayPlaceheavyandhighitemsonpartleaningtowardsthebodyAllsoiledglassesmovetobarcounterAllotherwaresmovetodishwashingareaTakeafreshcleaningrack(fromservicestation)MovecenterpiecesasideCleanentiretab

3、lesurfacethoroughlyAdjustchairsandalsocrumblechairsurfacePlaceallmiseenplaceontoservicetray(placemat,china,flatware,ashtrayetc)andre-settableneatlyandcorrectlyWhy?A)SavestimeB)MoreeffectiveworkingstyleTakeallmise-en-placeatonceandtrytocompleteset-upwithinonestepBeforeleavingt

4、able,verifythatset-upcomplieswithstandardtableset-upRemark:*Guestscanonlybeseatedatcleanedandcompletelyre-settables*Tablesettingdoesalsoincludearrangingofchairsandsofas.*Alwayscompletetableset-upbeforemovingontodoanothertask.Code:R001ANSWERTELEPHONEPROCEDURERestaurantManagerR

5、estaurantGRO/SupervisorRestaurantWaiter/Waitress/TraineePick-upphone(maximumthreerings)Smile/useafriendlyvoicewhenspeakingonthephoneLobbyandCoffeeshop,alwaysSay:"HolidayInnCentralPlaza,SaltandanswerinEnglish!Pepper,Maryspeaking!"ListentospeakerfirstbeforeansweringSpeakerreque

6、ststospeaktorestaurantSpeakerrequeststomakeareservationSpeakerrequeststospeaktoacolleague/managerstaffListentoconversationandrejectcallSay:"Mr.Liu(repeatrequestedperson'sfriendly:"Iamsorry,wedonotallowstafftoname),onemomentplease.ThankyouAsk:"Yourname,please!"takephonecalls.T

7、hankyouforyourforcalling!"understanding!"PutconversationONHOLDbypressingAsk:"Whichdayandtime,MissWong?"WaituntilspeakerhungupOnHoldbuttonSearchforrequestedpersonimmediatelyAsk:"Howmanypeople?"HangUpphoneReturntophoneandpushONHOLDAsk:"Yourcontactnumber,please?"BUTTONagainHandp

8、honetorequestedpersonand"Smokingornon-smokingtable?"stepback"Anyspec