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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CONDUCTING AND ATTENDING STAFF BRIEFINGS建立并主导员工班前会Task Number: BQT-0003Department: F&B BanquetingDate Issued: Nov.2007Guest Expectation: I expect staff to be knowle
2、dgeable about the service and the event timings and to be able to fulfill any reasonable request in a friendly and timely manner.我希望员工在活动期间的服务是高质量的，同时能够友好地、及使地用适当的方式完成我的合理要求Time to Train: 30 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 guest
3、s satisfaction. 可以满足客人的最大期望值2. To ensure the staff understand what is required for the event.可以确保员工知道活动的基本要求3. To ensure the service is done in the proper way.可以确保服务正确地完成WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题CONDUCTING STAFF BRIEFING建立员工班前会1) Line up the staff集合员工Staff to sand str
4、aight in one straight line.员工应整齐地站成一排Why should you line up the staff?为什么要集合员工？2) Check grooming检查仪容、仪表Check grooming of the staff at the same time.检查员工的仪容、仪表在员工集合的时候Check:检查：- Hair- 头发- Nails- 指甲- Uniform- 制服- Shoes- 鞋- Body odor- 体味Why should you check grooming at the same time?为什么在集合时要检查员工的仪容、仪表？
5、3) Do the briefing开班前会To conduct pre-service briefing on: Number of guests for the event 宴会客人的人数 Meal type set menu/buffet 宴会的类型桌餐/自助餐 Service type 服务类型 Station & job responsibilities allocation per staff 每位员工的职责和工作岗位的分配 VIPs 介绍宴会的贵宾 Any other information the staff need to know to fulfill guests req
6、uests or to give to good service 任何能够满足客人要求和提高服务的其它信息Why should you brief the staff on so much information?为什么要告知员工这样的信息？Why should you brief the staff any other info required to serve the guests?为什么要告知员工一些其它的能满足客人要求的信息？ATTENDING STAFF BRIEFING主持员工班前会1) Time时间Attend the pre-service briefing at the t
7、ime indicated on the white board.在每一次班前会的时候都要将宴会摘要写在白板上Who writes it on the white board? 谁把宴会摘要写在白板上？2) What to take什么道具Be sure to take a pen and notebook, which is required for you to possess throughout the course of the service period.确保有笔记本和笔，那些在服务过程中你的必需工具What do I take?我要什么道具？What do I write do
8、wn?我要写什么？3) Things to Write Down需要写下来的事情1. Listen attentively to the following sequence of events:留意以下的有关宴会进展的事宜：- name of function- 活动名称- number of guests- 客人人数- Timing- 时间- pre-dinner drink requirements- 每次宴会酒水的要求- meal to be served- 餐间服务- drinks served during meal- 餐间酒水服务- speech times- 演说时间- Oth
9、er work to be completed during shift- 其它的在宴会期间需要完成的工作NOTE: Timings can sometimes change during the function; therefore it is absolutely essential that all staff check the white board throughout the function.注意：时间在宴会期间会有变化，因此要让员工在整个宴会期间能够在白板上看到宴会的摘要Summary questions:总结CONDUCTING1. Why should you line
10、 up the staff?2. Why should you check grooming at the same time?3. Why should you brief the staff on so much information?4. Why should you brief the staff any other info required to serve the guests?ATTENDING5. What do I take6. How do I know where and when it is?7. What are things I must write down? Now ask the trainee to practice the task from start to end to test competency. -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