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1、国际酒店餐饮部宴会服务手册International hotelBANQUET SERVICE SOP国际酒店餐饮部宴会服务手册International hotelBANQUET SERVICE SOPSTANDARD OPERATING PROCEDURE标准操作程序CHECKING A FUNCTION ROOM检查活动房间Task Number: BQT-0007Department: F&B BanquetingDate Issued: Nov. 2007Guest Expectation: I expect every function room to be set up in a
2、 consistent manner, according to my requirements as explained to the Catering Sales Department. I expect the room to be ready at least one hour prior to my delegates arriving. I expect the room to be pleasantly decorated, in good condition and with the right temperature.我希望所有的活动房间都是一致的摆台布置和风格，按照宴会销售
3、部对我所需求的解释。我希望活动房间最少在我的工作人员到达前1个小时准备好。我希望活动房间的装饰是让人舒适的，有着好的状态和合适的温度。Time to Train: 45 minutesWhy is this task important for you and our guests?为什么这项任务对我们的客人和你是如此重要？Answers: 回答1. To maximize guests satisfaction可以满足客人的最大期望值.2. To ensure the room is set according to the event order确保活动房间按照宴会单的要求布置3. To
4、ensure the room is ready on time, before the event starts确保活动房间在活动开始前的规定时间准备好4. To ensure the room is in a general good condition确保活动房间全面的状态良好WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题1) Get the event order拿到宴会单Event orders to be collected by the clerk form the catering office every d
5、ay.每天从宴会销售办公室收集宴会单并装订成册Request the latest update from the catering sales on the function要求宴会销售部提供最新的活动更新Study event order, so you fully understand the guests requirements研究宴会单，这样你会全面了解客人的需求Why should you collect event orders daily?为什么你要每天去收集宴会单？Why should you check for the latest update?为什么你要了解最新的更新
6、？Why do you have to understand the event completely?为什么你要完全了解宴会单？2) Set up of the room活动房间布置Walk around table, look at the set-up and look at the skirting, tables, glasses, pads and pencils.绕着桌子，着眼于布置和台裙，桌子，杯子，便签和铅笔Skirting must be well pressed and straightened.台裙要是笔直和熨烫齐整的Table cloth (if any) must
7、be clean without any spot and cracks.台布（无论哪种款式）一定要是干净和没有污渍、破损的Every seat must have a pad and pencil.每个位上一定有便签和铅笔Why should you walk around the table？为什么要绕着桌子？Why should the skirting be pressed & straight?为什么台裙要是笔直和熨烫齐整的？Why should every seat have a pad and pencil?为什么每个位都要有便签和铅笔？3) Check room status检
8、查活动房间的状态Use the “Events Checklist” 使用“宴会单检查表”White board and flip chart must be clean and without dust and marker prints.白板和夹纸板一定要是干净的、无灰尘，有白板笔的Markers should be tested before function starts.白板笔在活动前一定要试一下Check the floor and carpet.检查地板和地毯Check the air condition.检查空调Check the lighting.检查灯光Turn on &
9、off the equipment, no blown bulb and set the AV.打开和关闭设备来检查有没有坏的灯泡并调试好音响和视频等设备 Presentation lighting as needed.如果需要，检查展示灯Why should you use an event checklist?为什么你要使用宴会单检查表？Why should the white board be clean?为什么白板要是干净的？Why should you test the markers?为什么你要试白板笔？Why should you check the floor and carp
10、et?为什么你要检查地板和地毯？Why should you check the air condition?为什么你要检查空调？Why should you check the lighting?为什么你要检查灯光？Why should you turn the equipment on & off?为什么你要打开和关闭设备？Why should you check the presentation lighting?为什么你要检查展示灯？4) Inform manager or supervisor向经理或者主管汇报检查的工作Inform your manager or superviso
11、r that the room is ready for their final inspection向经理或者主管汇报，活动房间已经准备完好等待他们最后的检查Why should you manager or supervisor do a final check?为什么要你的经理或者主管做最后的检查？Summary questions:总结1. Why should you collect event orders daily?2. Why should you check for the latest update?3. Why do you have to understand the
12、 event completely?4. Why should you walk around the table5. Why should the skirting be pressed & straight?6. Why should every seat have a pad and pencil?7. Why should you use an event checklist?8. Why should the white board be clean?9. Why should you test the markers?10. Why should you check the flo
13、or and carpet?11. Why should you check the air condition?12. Why should you check the lighting?13. Why should you turn the equipment on & off?14. Why should you check the presentation lighting? Now ask the trainee to practice the task from start to end to test competency.PHOTO INDEX #01 -酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办开业、入职、招聘、设计、程序、标准、SOP酒店管理之家