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1、酒店管理手册餐饮部食品服务标准操作程序SOP酒店餐饮酒店管理之家FOOD & BEVERAGE餐饮部标准操作程序Policy & Procedure酒店管理之家国际酒店管理手册餐饮总监全面负责餐饮部的总体行政管理和运营，直接对总经理负责，负责制定餐饮部长期、短期的年度和月度计划，执行质量标准，组织、督促完成各项任务和经营指标，保证员工工作表现良好，确保客人对我们的服务感到满意；并对月度、年度经营情况作分析并报总经理。负责分析餐饮市场，制定餐饮促销计划和长、短期经营预算，主持建立并完善各项规章制度、服务程序及标准，并指挥实施；根据饭店客源状况和市场变化，与市场销售总监及行政总厨（厨师长）共同制订
2、全年及各月、各季食品节、食品周活动计划及推销计划；并严格检查、督导下属各分部日常经营、管理工作。定期深入各部门听取汇报并检查工作情况，宏观控制餐饮部收支状况，监督采购及盘点，进行有效的成本控制。餐饮部经理岗位职责：1） 全面负责餐饮部的食品饮料生产和服务的计划、组织和管理工作，保证日常业务正常地开展；2） 与主厨师长一起进行菜单的筹划和确定菜肴的价格，不断推出新的菜肴品种；3） 研究餐饮市场的动态和顾客的需求，有针对性地开发和改善餐饮产品服务；4） 指挥主厨师长对厨房生产作好周密的计划，组织厨房生产，提高菜肴质量、减少生产中的浪费；5） 督导餐厅、酒吧和厅面经理组织好餐饮的服务工作，提高餐饮服
3、务质量；6） 加强对膳务管理的领导，做好保障餐饮生产、服务的后勤工作。每周与厨师长、采购员一起巡视市场，检查库存物资，了解存货和市场行情，对餐饮物资和设备的采购、验收和贮存进行严格的控制；7） 全面负责餐饮成本和费用的控制。每周召开餐饮成本分析会，审查菜肴和酒水的成本情况；8） 计划和组织餐饮的推销活动，扩大餐饮销售渠道，增加餐饮收入；9） 都督餐饮区的环境卫生管理，餐具和食品卫生管理和安全防火管理工作。10）全面负责餐饮部人员的劳动组织和安排，对本部门职工的工作表现进行评估，监督部门培训计划的执行，实施有效的激励手段。STANDARD OPERATING PROCEDURES标准操作程序Su
4、bject: Check In Process Effective Date: Policy No: FO-FD-003Issued by: FOMPage: 1 of 14Approved by: GMDistribution: Executive CommitteeDepartment Head A&B: All AssociatesObjectives目标l To check in the guest with reservation in a courteous and efficiently manner either by using the arrival list during
5、 computer downtime or by using the computer system.高效、礼貌地为有预定的客人办理入住手续，电脑有问题时使用抵店表，平时使用电脑系统为客人办理。l The information on the registration card is complete and valid.登记卡上的信息是完整有效的。l The Payment method is secured.付款方式是安全的。l Check in the guest to a vacant clean room.给客人入住干净的空房。Policy Statement政策阐述l It is
6、the hotels policy to check in guest with reservation on hand in a courteous and efficient manner with appropriate pace but not more than 5 minutes.酒店政策规定要高效礼貌地为有预定的客人以适当的节奏办理入住手续，但不能超过5分钟。Procedures程序Task 1. ACKNOWLEDGE THE GUEST WITHIN 30 SECONDSa. Acknowledge the guest within 30 seconds在30秒之内问候客人b
7、. If you are busy assisting a guest， another guest approaches reception/concierge make an eye contact, smile and say “Madame/Sir, I will be right with you” or “I will be with you right away”如果你正忙着接待客人，另外一位客人走近接待台或者礼宾台，要与客人有目光接触，微笑说到“女士/先生，我马上为您办理”或者“这就为您办理”c. Receptionist must immediately set the gu
8、est at ease and convey the sense “we are happy to see you and we have been expecting you” even if it is very busy. 即使很忙，接待员也必须立刻让客人感觉轻松并传达给客人我们很高兴见到您的感觉，我们在期待您的到来。STANDARD OPERATING PROCEDURES标准操作程序Subject: Check In Process Pages : 2 of 14Policy No: FO-FD-003d. Guest must be confident their personal
9、 wishes and needs have been anticipated and will be met to the extent possible. Discretion and sensitivity are important if other guest area present. 预见并达到客人的需求，并且使之尽可能地延伸。判断力和敏感力很重要。 Task 2. ACTIVELY GREET, WELCOME GUEST (IF KNOWN BY USING GUEST NAME AND WELCOME BACK FOR RETURN GUEST) WITH APPROPRI
10、ATE SALUTATION AND OFFER ASSISTANCE 积极主动，以适当的问候语欢迎客人，并且为客人提供帮助（称呼回头客的姓名，如果认识客人也要称呼客人姓名）a. Staff will actively greet guests, smile, make eye contact and speak clearly in a friendly manner 员工要主动问候客人，微笑，保持目光的接触。表达清晰，礼貌友善。b. When a guest approaches the front desk, the receptionist should initiate servic
11、e, using the guests name if know, with a warm welcome, a smile, eye contact and friendly greeting: “Good morning/afternoon/evening. How May I assist you?”当客人走近前台，接待员便要开始服务，如果知道的话请称呼客人的姓名，微笑，与客人保持目光的接触并给以友好热烈的欢迎：“早上好/下午好/晚上好，有什么我可以为您效劳的吗？”c. We never use casual language with the guest. It is inapprop
12、riate to say “Hi.” As certain the guest needs and provide appropriate service.禁止对客人使用随便的语言，对客人说“HI”是不恰当的。特定的客人需要提供适当的服务。d. For guest Who Are Checking-In :对于那些正在办理入住手续的客人 First time guests with a reservation, “Welcome to Howard Johnson All Suites Suzhou.”有预定但是初次入住，“欢迎光临苏州豪生全套房酒店。” Walk-in guest witho
13、ut reservation, “Welcome to Howard Johnson All Suites Suzhou.”没有预定的散客，“欢迎光临苏州豪生全套房酒店。” And let me check to see what we have available.”让我来看一下我们还有什么房型 Guest returning, “Welcome back to Howard Johnson All Suites Suzhou.”回头客人，“欢迎光临苏州豪生全套房酒店。”STANDARD OPERATING PROCEDURES标准操作程序Subject: Check In Process
14、Pages : 3 of 14Policy No: FO-FD-003d. No guest will wait longer than 30 seconds in line reception desk before acknowledgement.在致意前，没有客人会在总台排队等候超过30秒。e. All guest contact staff will be able to answer basic questions about the property, will take ownership of simple request, and not simply refer guest
15、s elsewhere.所有接触客人的员工都应该能回答一些基本问题，把这些要求当作自己的事，而不是简单地让客人去其它地方解决。f. If you are on the telephone, acknowledge the guest presence with their body language or by placing the caller on hold for a moment.如果你正在接听电话，要先用肢体语言知会在场的客人或者先请致电方稍侯。Task 3. ASCERTAIN GUEST NAME 确认客人的姓名a. Once it is established that th
16、e guest is checking in, the receptionist needs to ascertain the guest name if they have not provided it by asking; “May I have your name, please?”一旦已经确定客人要办理入住手续而客人尚未告知姓名，接待员可以问：“我可以知道您的名字吗？”b. Staff will create a sense of recognition by using the guest name, when known, in a natural and discreet ma
17、nner.员工应该通过称呼客人姓名来创造一种尊重客人的意识，在知道的情况下，应该很自然礼貌地称呼客人的姓名。c. Once the guest name is known, you should use the name two to three times during the check-in or check-out interaction.如果你知道客人的姓名，在客人办理入住或离店手续时候，与客人交流时应该称呼客人姓名2到3次。Task 4.RETRIEVE GUEST RESERVATION IN COMPUTER 在电脑里找到客人的预定a. If the guest name do
18、es not appear in the computer, you may want to ask the guest for correct spelling of their name to assist you, “Mr. Lim, I am spelling that L.I.M. Is that correct? “如果电脑里找不到客人的姓名，你需要问客人他们姓名的正确拼写以协助你，如“LIM 先生，L I M 这样拼写你的姓名正确吗？”b. A second alternative will be to ask the guest for a confirmation numbe
19、r, in case you are still unable to locate the reservation另外一种可供参考的方法就是通过询问客人预定的确认号,以防预定尚未输入电脑。STANDARD OPERATING PROCEDURES标准操作程序Subject: Check In Process Pages : 4 of 14Policy No: FO-FD-003c. Receptionist will personalize the arrival experience by immediately assuring guests that “we do have your r
20、eservation”.接待员马上向客人确认“我们有你的预定”以给到店客人个性化服务的感觉。Task 5. OBTAIN AND PRESENT REGISTRATION CARD TO GUEST 拿到并呈上入住登记卡给客人a. Registration card will be completed prior to check-in for all guests who have a reservation. You may locate the registration cards in the arrival bucket, filed alphabetically by the gu
21、est last name.入住登记卡应该在客人办理入住手续前为已有预约的客人制作完成，你可在预抵客人的篮子里查找到客人登记卡，是按客人姓名的字母顺序排列的。b. The registration card is fully completed in advance, with all details provided during the reservation process.登记卡应事先按照预定过程中提供的信息全部填写完整。c. If registration card is coded as a return guest, welcome the guest back to the h
22、otel and ask for signature provided valid credit information. The receptionist should register the guest in the computer.如果登记卡上显示该客人为回头客，应该欢迎客人再次光临酒店，请客人提供有效的信用卡信息和签名。接待员在电脑中作客人信息的登记。d. If the reservation is for the first time guest, present him or her with the registration card and ask him or her t
23、o fill out the mailing address if different on the card. While the guest is filling out the registration card, the Receptionist should assign the correct type of room requested. Ensure a signature on the bottom of registration card.如果是客人的第一次预订，交给客人登记卡并让客人填写通讯地址。在客人填写登记卡事，接待员应该按照客人的要求正确的分配房型。最后确保客人在登
24、记表底端的签字。e. Signatures are significant for more than just check-in and credit card usage. They are usage for cross-reference with food and beverage bill in order of disputed charges. Signatures also allow us to process late charge on the guests credit card. 签字的重要性不仅仅在于客人办理入住和信用卡的使用方面。为避免有争议的收费,在餐饮消费后
25、也可有参考的作用。客人的签名同样对我们在对客人信用卡做补充收费也有用。 STANDARD OPERATING PROCEDURES标准操作程序Subject: Check In Process Pages : 5 of 14Policy No: FO-FD-003f. Return guest Verify the address by asking, “Mr. Lim, is this address correct?”回头客通过询问“LIM 先生，这个地址对吗？”核实地址。g. If the guest is traveling with a second person and reser
26、vation does not indicate this, verify if that person needs to be registered for phone calls and or key access. Request the name of the second guest and immediately add them to the reservation information into the computer during the check-in process. Provide any necessary items the second person may
27、 need.如果有两位客人同行，而预订上没有显示出这点，与另外一位客人核实是否需要登记以便有电话找，询问客人是否需要钥匙。得知第二位客人的姓名后，立即加入预订信息，并在电脑中办理入住手续，给第二位客人提供所需要的物品。Task 6. CONFIRM WITH GUEST THE NUMBER OF NIGHTS, DEPARTURE DATE, ROOM TYPE AND SMOKING/NON SMOKING PREFERENCE 和客人确认住几晚，离店日期，房型 是喜欢吸烟楼层还是非吸烟楼层。a. Present the guest with the registration card,
28、confirming the length of stay by verbalizing number of night with a departure date/time and then indicate the rate by pointing to the appropriate line on the registration card. We do not mention the rate verbally for privacy purposes, especially since other guest may be standing nearby. 呈上客人的登记卡，确认客
29、人入住天数，离店日期。在登记卡上标明房价那一拦指出房价。应注意口头上不说出房价，因为涉及客人隐私问题，特别是其他客人站在周围的时候。b. If there is a rate change during the stay, note it on the registration card and confirm it with the guest.如果客人居住期间房费有任何变动，要在登记表上注明并和客人确认。c. Verify the room type, give a brief description of the room and reconfirm any special reques
30、ts.核实房型，简单介绍房间情况并且再次确认客人的特殊要求。d. Obtain passport and or have a copy of passport as mandated by local law (PSB).根据当地法律的要求向客人获取护照或护照的复印件。e. All occupants of the room should be registered for safety and security reasons and to ensure the phone calls/messages are received.为了安全，所有住客都必须登记，也为了确保电话信息及时的传递。f
31、. Up sell whenever appropriate according to hotel guidelines.根据酒店的指导方针，作适当的升级销售。STANDARD OPERATING PROCEDURES标准操作程序Subject: Check In Process Pages : 6 of 14Policy No: FO-FD-003g. On completion of the registration process, the information from the registration card should be double checked with what
32、it is in the Opera. The card should than be filed in the bucket.登记表填写完成后，把登记表上的信息再次与电脑上的信息核实。最后登记表存档h. If the guest prefers a non-smoking room and one is not available, offer a smoking room while letting them know that all smoking room are well ionized. Apologize to the guest and advice them that if
33、 there is a problem with the room we will do all that we can to resolve the solution (can move them). In such situation, it is best to call the guest shortly after check in to verify that they are comfortable. 如果客人喜欢无烟房而又没有的情况下，给客人一个吸烟房，但要告知客人我们已作了很好的处理。向客人道歉并告诉他们如果房间有任何问题的话，我们会尽一切可能为客人解决（换房）。在这种情况下
34、，最好在客人入住不久后致电客人，确认客人是否舒适。i. If guest prefers smoking room and one is not available, offer a non smoking room and adhere to the following steps: Advise housekeeping so that they can supply the guest with an ashtray. Try to re-block the guest in a smoking room ASAP. Be sure to note the preference in t
35、he guest profile so that we can ensure that the guest will be appropriately accommodated during their next visit.如果客人喜欢吸烟房而又没有的情况下，给客人一个吸烟房并按以下步骤操作：l 通知客房给客人一个烟灰缸l 尽快给客人一个吸烟房l 确保客人喜好被记录存档以便客人下次光临时给他们合理安排入住。 Task 7. CONFIRM AND OR ASCERTAIN GUEST REQUEST 了解确认客人的要求a. Confirm with guest the special req
36、uest by asking “I show that you requested an extra bed.”通过询问“你要求加一张床对吗？”以确认客人的需求b. All special request should be arranged and placed in the room prior to guests arrival.所有特殊需求必须在客人到店前准备好放入房间。c. If guest has requested an extra bed, contact related department to confirm/notify them of the request.如果客人
37、要求加床，联系相关部门确认/通知客人的需求。STANDARD OPERATING PROCEDURES标准操作程序Subject: Check In Process Pages : 7 of 14Policy No: FO-FD-003d. Dont forget to follow up with all special requests to ensure that the appropriate department/individual is notified. Do not assume that someone else is taking care of the request.
38、不要忘记跟进客人所有特殊要求，以确保相关部门与个人被通知到。不要想象肯定有人会跟进此事。Listen carefully to the guest needs.认真听取客人的需求。e. Check traces before guest leaves the desk to ensure that they are confirmed with the guest and are completed. 在客人离柜前确认客人的所有帐务以保证所有东西已被客人确认结束。Task 8. OBTAIN BUSINESS CARD and PASSPORT NUMBER (passport or ID t
39、o be scanned/copy)获取名片或者护照号码（身份证或护照需要扫描/复印）a. Obtain one of business card from guest for our reference. Guest details such as mobile number, office number and email-address is necessity to be updated in guest profile. This also helps in the case guest have something left behind in the room “May I ob
40、tain one of your business card for our reference”从客人人获取一长名片以作参考。在客史资料里的客人的详细信息如：移动电话，办公室联系电话，邮件地址需要及时更新。对于万一客人有东西遗留在客房有帮助。b. Obtain guest passport for scanning/copy based on local governments rules and regulation. Updated guest profile with Nationality, passport number, date of birth and type of Vis
41、a. 按照当地政府的规定和条例对客人的护照扫描或复印。更新客人的资料包括国籍，护照号，出生日期，签证类型。Task 9. PRESENT GUEST WITH FAXES, MAIL AND OR MESSAGES. 介绍客人使用传真，邮件服务和按摩服务a. Proceed to present the guest with any faxes, messages and or mail received for her/him prior to her/his arrival. Change the status in the computer to “received” or ensure
42、 the phone message light in the guests room has been turned off.递交给客人在他入住前所收到的传真信息或邮件。并在电脑中改变到已收到状态或确保客人房中的电话留言灯已关掉。If the hotel is holding mail/packages for the guest arrival in a mailroom located away from the Reception Desk, please offer to have a runner bring STANDARD OPERATING PROCEDURES标准操作程序S
43、ubject: Check In Process Pages : 8 of 14Policy No: FO-FD-003b. these items up to their room. Avoid from keeping the guest waiting. Do not forget to contact the respective area(s) for this delivery to take place. The guest will be waiting.如果放置预抵客人邮件/包裹的邮件室远离接待台，请提供把客人物品送入房的服务。避免让客人一直等待。不要忘记联系相关部门递交物品
44、，客人可能在等待中。C If the guests accommodation is not ready. Review the display all messages in the computer and print any messages received. Present any messages, faxes and envelopes attached to the registration card (or any items on file) prior to the guests leaving the desk.若客人的房间未准备好，回顾一下电脑中所有显示的信息并打印出
45、已收到的信息。在客人离柜前把所有的信息，传真和信封与登记卡一起交给客人。Task 10. CONFIRM METHOD OF PAYMENT 确认结帐方式First Time Guest第一次入住的客人a. Ask the guest method of payment, “Mr.Lim, how would you like to settle your account with us?”询问客人的付款方式“LIM 先生，请问您是以那种方式付款呢？”b. The following are acceptable methods of payment:以下为可接受的付款方式 Credit Ca
46、rd: Amex, Visa, Master, Diners Club, JCB 信用卡： 运通卡，维萨卡 . 万事达, 大莱卡, JCB Local Credit Card 地方卡 Cash 现金 Travel Agent Vouchers based on hotel rules 旅行社凭证基与酒店规定 Travelers checks. 旅行支票Credit Cards:信用卡c. The most common form of payment is to settle the account with a credit card.最经常使用的结账方式是信用卡结账d. Take an imprint of the credit card and attached on the back of the registration card.STANDARD OPERATING PROCEDURES标准操作程序Subject: Check In Process Pages : 9 of 14Policy No: FO-FD-003作信用卡压卡并把它订在登记卡的背面。e. In the computer, enter the credit card field with