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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: Computer DownEffective Date: Policy No: FO-FD-005 Issued by: FOMPage: 1 of 4Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjectives目标l To handle the situation professionally so as to ensure customer satisfaction under such circumstances.以专业的方
5、式处理事件，以确保顾客在该情况下满意。Policy Statement政策阐述l It is the hotels policy to provide full guest services in an efficient way in case of computer breakdown or downtime.酒店政策规定，如果计算机发生故障或不能工作，应该以高效的方式为客人提供全方位的服务。Procedures Concierge程序礼宾部l To distribute the back up reports as soon as possible to the concerned de
6、partments尽快将支持性文件分发到相关部门。Procedures Express Services程序接线员l All incoming calls can be transferred correctly to the concerned guestroom with the reports:所有来电都将准确的转至相关客房并要求有如下相应报告：*In house guests by room number住店客人的房号l In house guest by last name住店客人的姓名l The Receptionist will call to Express Services
7、every time after a check in check out or a room change, to inform Express Services to open / close the phone lines and add / delete the name from both lists每次办理住店/离店手续或换房后，前台将电话通知接线员开/关电话线并在表格上增加或删除名字。l All outgoing calls must be posted manually once the system is running again 如果系统正在重启，所有打出的电话必须用手动
8、设置。STANDARD OPERATING PROCEDURES标准操作程序Subject: Computer DownPages : 2 of 4Policy No: FO-FD-005l Guest messages can be given by a print out of all the not delivered messages. One operator should be assigned as the message coordinator to keep track of messages added or given out. 客人讯息应该从没有发出去的信息中打印出来。
9、接线员应该充当信息协调员跟踪讯息的增加和发出。l All messages taken will have to be handwritten in the meantime and entered into the Front Office system once it has been restored.所有的信息将手工填写，同时一旦前台系统恢复则进入之。l The messages that were given out will have to be deleted.所有发出的讯息应该被删除。l Any guest locators that have been added, chan
10、ged, or deleted also need to be updated in the computer.l 所有已经被增加、改变、删除的客人的方位都应该在计算机系统中更新。Procedures Check In程序入住l The entire check in procedure remains basically unchanged. One Front Desk Agent is assigned to control the rooms by using the Housekeeping Room Status report. The report should be updat
11、ed regularly once a room is sold or a guest checked out.整个入住程序基本上没有改变。由一个前台员工通过客房部房态表控制房间。一旦有房间卖出或有客人离店，房态报告应该更新。l Whenever a room is sold the registration card should be brought to the back office to update the arrival list.有房间售出后，登记卡需要拿到后台办公室以更新到店客人一览表。l Once the system is running again all check
12、in and check outs must be updated immediately Reception has to keep checking in manually till all check ins and check outs are processed in order to avoid double check in. 一旦系统恢复，所有的入住和离店应该被立刻更新，前台应该保持手工办理入住和离店直到所有入住和退房都已办妥，以避免重复入住程序。l A key can be issued from the back up systems in the safe.钥匙可以从备用
13、系统的保险箱中发出。STANDARD OPERATING PROCEDURES标准操作程序Subject: Computer DownPages : 3 of 4Policy No: FO-FD-005Procedures Check Out 程序离店l Mention to the guest that the computer is currently down and that the hotel will send the proper print out of the bill to the guests mailing address, a business card and th
14、e fax number should be asked for reference.告知客人计算机系统当前正处于瘫痪状态，酒店将送出相应的帐单打印件到客人的地址。因而需要向客人索要名片和传真号码以便参考。l Show the guest the Balance Summary Report (in case there was no time to print out all folios from the check out guests)向客人出示帐单余额总报表（以防没有时间打印出所有离店客人的明细单）。l Ask if the guest has any late charges as
15、 mini bar or Business Centre and mention that any additional charges after the report time will be billed to him询问客人后来是否有小酒吧、商务中心的消费，并提醒客人任何额外的费用将由其支付。l Thank the guest for being understanding and cooperation感谢客人的理解和配合。Reports for Back Up后备报表Back Up report must be performing 4 times during the day:
16、- 08.00 hrs- 13.00 hrs- 18.00 hrs- 23.00 hrs后备报表一天中应打印4次And the back up report must have reports bellows:后备报表必须有以下几项：a. In-house Guest list by name 住店客人名单b. In-house Guest List by room 住店客人房号c. In house guest list by VIP status 住店客人VIP状态d. In house guest list by Group 团队住店客人STANDARD OPERATING PROCED
17、URES标准操作程序Subject: Computer DownPages : 4of 4Policy No: FO-FD-005e. Arrival Report All 所有到店客人一览表f. Arrival Report by VIP VIP客人抵店表g. Arrival Report by Group 团队预抵表 h. Departure Report All 所有离店客人一览表i. Departure Report by VIP VIP客人离店表j. Departure Report by Group 团队客人预离表k. Guest Detail Balance 客人帐户余额明细l. Housekeeping Room Status 客房房态 m. Guest Messages 客人讯息n. Traces Report 客情跟踪表o. Out of Order Status 维修房状态表p. Due out guest foilos 预退客人帐单酒店管理手册前厅、客房、餐厅、人事、保安、工程、营销、行政、总经办酒店管理之家