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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PREPARING A SIDE STATION准备备餐台Task Number:BQT-0023Department: F&B BanquetingDate Issued: Nov. 2007Guest Expectation: I expect that service is fast and efficient and
2、requests are fulfilled quickly by friendly staff.我希望友善的员工为我们提供快速、高效率的能充分满足要求的服务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 guests satisfaction可以满足客人的最大期望值2. To ensure the stations are ready for the next service period.确保备
3、餐台在下一次服务时间前准备好3. To ensure the stations are completely stocked with clean and non damaged equipment确保备餐台上备有干净的、没有破损、足够多的相关设备WHAT/ STEPS什么/步骤HOW/ STANDARDS怎样/标准TRAINING QUESTIONS培训问题General总序Items which may be kept at a side station are: flatware, chinaware， glassware and condiments.需要在备餐台上准备的：餐具，瓷器，
4、杯具和调味品All silverware, glassware, chinaware to be spotless, ensures the linen is in good condition with no holes and strains.所有的银器，杯具，瓷器要是没有污渍.确保布草要有好的状态并且没有洞和裂纹Keep side stations clean and replenished throughout the shifts.保持备餐台的干净整洁并随时补充Do not use the side station to store the dirty dishes.不要用备餐台来放
5、置脏的盘子Tray stands are not to be used as a side station.托盘架不能放置在备餐台上Why should all equipment be in good condition?为什么所有的设备都要有好的状态？Why should you not use the station for dirty equipment?为什么你不能用备餐台放置脏的设备？Why are tray stands not side stations?为什么托盘架不能放置在备餐台上？1) Check station itself检查备餐台自身Ensure the stati
6、on is clean on the outside and inside.确保备餐台里里外外都是干净的The station should be free of scratches, marks and damage.备餐台要没有擦伤，记号和损伤Why should the station be clean?为什么备餐台要是干净的？Why should the station be free of scratches?为什么备餐台不要有擦伤？2) Condiments调味品Special attention to be given to the condiments stored at th
7、e side station.特别注意在备餐台上的调味品的摆放1. Refill half empties.空了一半就要补充2. Assure cleanliness of the cover, rim and body of all jars and bottles. 确保瓶子，罐子的盖子和瓶身、瓶缝都要是干净的3. Rotate condiments properly. First opened condiments are the first to be used.适当地摇动调味品当第一次使用的时候Why should there be special attention given t
8、o the condiments?为什么要特别注意调味品？Why should they be clean?为什么它们要是干净的？Why should we rotate the items? 为什么我们要摇动它们？3) Equipment设备Check that all appropriate equipment needed for the operation is available.检查所有操作中可能用到的设备Check for a service utensils, trays, tray stand, towels, milk glasses, tea coffee pots, w
9、ater pitchers and other items as needed for events.检查服务用具，托盘，托盘架，毛巾，牛奶杯，茶/咖啡壶，水壶和其它活动能用到的东西Why should you have all required equipment?为什么你要所有必须的设备？4) Linen布草Ensure linen is re-stocked and nicely sacked to avoid crinkles.确保布草放置的时候要包装好避免褶皱Why should you stack the linen nicely?为什么你要包装好布草？5) Clean up be
10、fore your duties are finished工作结束前要把备餐台打扫干净Ensure that the stations are left clean, restocked and wiped with a damp cloth to clean it.确保备餐台的干净，用湿的布将备餐台上的用具擦干净后保存Why should you clean and restock the station after your duty?为什么在工作结束后要清洁和保存备餐台上的东西？Summary questions:总结1. Why should all equipment be in g
11、ood condition?2. Why should you not use the station for dirty equipment?3. Why are tray stands not side stations?4. Why should the station be clean?5. Why should the station be free of scratches?6. Why should there be special attention given to the condiments?7. Why should they be clean?8. Why shoul
12、d we rotate the items?9. Why should you have all required equipment?10. Why should you stack the linen nicely?11. Why should you clean and restock the station after your duty?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