上海金茂君悦大酒店宴会厅员工手册.doc

banquet orientation manual new starter 宴会厅员工手册 contents 1.0 welcome letter.4 欢迎致词 2.0 banquet mission statement.6 宴会厅的任务和使命 3.0 introduction.6 介绍 3.1 banquet location 宴会厅的地点 3.2 operating areas 营运范围 3.3introduction of all function room 介绍宴会厅所有房间 3.4waiters equipment 服务人员必备用品 3.5rosters / notice boards / briefings 班表/信息板/班前会议 4.0 food & beverage top 208 餐饮部最高20条 5.0 touches of hyatt.11 凯悦温情 6.0 menu.11 菜单 7.0 wine list .13 酒单 2 8.0 job description.16 工作职责 9.0 organizational chart.16 组织结构表 10.0floor plan.17 平面图 11.0sequence of service.18 服务流程 11.1 buffet dinner 自助餐晚宴 11.2 western set dinner 西式套餐晚宴 11.3 pre-dinner cocktail 晚餐前鸡尾酒会 11.4 coffee break 茶歇 11.5 chinese family style 中餐 家庭式 11.6 chinese individual style 中餐 每人每份 11.7 chinese guerdon style 中餐 分菜式 12.0grooming standards.24 仪容仪表标准 13.0table set ups.25 餐桌摆设 14.0fire procedures26 消防程序 15.0training record.27 3 1.0 congratulations and welcome onto the banquet team! dear colleague: welcome to the banquet, i am extremely happy to have you as one of the team members for the banquet. through your efforts and determination, i am very confident that we can achieve continuously high operational standards. during the coming weeks, you will be introduced to different aspects of our operation. please read and thereafter refer to the enclosed package on a regular basis, as it will facilitate your familiarization in banquet. should you have any questions at any time, please do not hesitate to consult with your intermediate supervisor or myself. if there are any questions we are not able to answer, we will get back to you as soon as possible. please be assured that we will always give you our full support and please remember that we should always strive for the following: ? provide accurate and efficient food & beverage service to our guests. ? build up good rapport among colleagues as well as staff of other outlets / departments in order to create an excellent teamwork atmosphere. ? develop efficient, tidy, clean and hygienic working areas. ? maintain a positive attitude at all times. ? let us work together as a team to reach our goals! and you should never forget nothing can do more then a “hyatt smile”. you represent grand hyatt shanghai, so always . look good, feel good, and be good. with warmest personal regards, michael wang banquet manager grand hyatt shanghai 4 1.0 欢迎致词 亲爱的同事: 欢 迎 您 加 入 餐 饮 部 宴会 厅！ 您 能 成 为 我 们 中 的 一 员 ， 是 我 们 的 荣 幸。 我 相 信 通 过 您 的 努 力 与 坚 定 意 志 ，我 们 将 能 达 到 更 高 的 服 务 标 准。 在 加 入 我 们 的 最 初 阶 段 ， 你 将 会 了 解 我 们 营 运 机 制 的 概 况 。你 将 学 到 到 基本 领 位 技 巧 ，请 查 阅 所 附 上 之 资 料 ， 以 便 你 能 更 熟 悉 我 们 的 培 训 日 程。 如 果 有 任 何 疑 问 ， 可 向 我 本 人 咨 询。 如 遇 无 法 解 决 之 疑 问 ， 我 们 会 尽 快 在 你 作 出 决 定 之 前 给 你 答 复 。请 相 信 我 们 会 尽 量 支 持 你 并 乐 于 提 供 给 你 领 位 的 任 何 知 识 ， 并 请 记 住 我 们 将 在 以 下 方 面 共 同 努 力 ： 1:为 顾 客 提 供 精 确 ， 有 效 的 服 务. 2:为 创 造 良 好 的 团 队 合 作 气 氛 ， 应 与 所 有 同 事 （ 包 括 其 它 部 门 之 员 工 ） 建 立 融 洽 的 合 作 关 系. 3:创 造 清 洁 ， 整 齐 与 卫 生 的 工 作 环 境. 4:随 时 保 持 积 极 ， 乐 观 的 工 作 态 度 让 我 们 共 同 加 入 这 个 工 作 中 ， 使 我 们 的 凯 悦 服 务 作 得 更 好，更 有 效 率 ！ 并 请 记 住 ” 君 悦 式 微 笑 ” 是 让 我 们 成 功 之 秘 诀 你 代 表 的 是 上 海 金 茂 君 悦 大 酒 店 ， 所 以 请 随 时 保 持 真 诚 的 微 笑 此 致 王骏华 宴 厅 会 厅 经 理 上海金茂君悦大酒店 5 2.0 banquet mission statement 宴会厅的使命阐述 banquet to design and operate consistent and profitable food and beverage facilities, delivered with a level of personal customer service, which reflects excellence in our marketplace. our employees will be known for their high level of enthusiasm, friendliness, product knowledge, dedication, positive attitude and excellent service. our banquet department will continue to breed a teamwork atmosphere where all feel comfortable and willing to not only work in, but also take pride in seeing the department prosper. 宴会厅是餐饮部最重要的一个组成部分,它为客人提供了个性化的服务同时也为酒店带来了良好的声誉. 我们员工是带着非常高的工作热情,友善的态度,丰富的餐饮知识,积极的工作态度为宾客提供优质的服务. 我们宴会厅不仅在工作方面有很好的团体合作气氛,而且我们也为整个部门成功的营运而感到骄傲. 3.0 banquet introduction 宴会厅简介 a: location 位置 our banquet department located on level 1 and 2 of grand hyatt shanghais podium. 我们宴会厅位于酒店裙房一楼和二楼 6 3.1 operating areas 营运区域 1 fl conference i/ conference ii/ concert hall 一楼 会议厅i/会议厅ii/音乐厅 2 fl crystal ballroom (i&ii&iii)/libra/taurus/gemini/boardroom pisces/aries/grand ballroom (i&ii&iii) drawing i/drawing ii 二楼 嘉宾厅(i&ii&iii)/天秤厅/金牛厅/双子厅/董事会议厅/双鱼厅/ 白羊厅/宴会厅(i&ii&iii)/宴宾厅i/宴宾厅ii 3.2 introduction of banquet function room 多功厅介绍 grand ballroom (theatre1200 pax/classroom 640 pax/ u-shape 175 pax/ banquet 888 pax /cocktail 1200 pax) engineering controls air conditioning crystal ballroom (theatre700 pax/classroom 400 pax/ u-shape 130 pax/ banquet 660 pax /cocktail 800 pax) engineering controls air conditioning drawing room i (banquet 14 pax/cocktail 20 pax) engineering controls air conditioning drawing room ii (banquet 36 pax/cocktail 30 pax) engineering controls air conditioning pisces & aries (theatre100 pax/classroom 50 pax/ u-shape 20 pax/ banquet 36 pax /cocktail 50 pax) engineering controls air conditioning libra room (theatre40 pax/classroom 20 pax/ u-shape 12 pax/ banquet 12 pax /cocktail 20 pax) engineering controls air conditioning taurus room (theatre40 pax/classroom 20 pax/ u-shape 12 pax/ banquet 12 pax /cocktail 20 pax) engineering controls air conditioning gemini room (theatre40 pax/classroom 20 pax/ u-shape 12 pax/ banquet 12 pax /cocktail 20 pax) engineering controls air conditioning board room (board 12 pax) engineering controls air conditioning polaris room (board 20pax/banquet 20 pax/cocktail 20 pax) engineering controls air conditioning concert hall (theatre390 pax) engineering controls air conditionin 7 conference i (theatre80 pax/classroom 40 pax/ u-shape 20 pax/board 20pax/ banquet 48 pax/cocktail 50 pax) engineering controls air conditioning conference ii (theatre80 pax/classroom 40 pax/ u-shape 20 pax/board 20pax/ banquet 48 pax/cocktail 50 pax) engineering controls air conditioning 3.3 waiters equipment 服务人员必备用品 as banquet staff you are expected to commence each shift with the following equipment, and this must be carried with you at all times. 作为一名餐饮部服务员你必须在每个工作日都携带以下用品： 1. lighter 打火机 2. hyatt pen 凯悦标准的圆珠笔 3. wine opener 酒刀 (bar staff only) 4. f&s card 消防卡 5. note book 笔记本 3.4 rosters / notice boards / briefings 班表/ 信息板/ 班前会议 the weekly rosters are found pinned up on the white board of banquet office. in banquet the rosters work on a weekly basis for all full-time, and casual positions. usually by thursday each week the new roster is available. it is your responsibility to check your rosters and initial them so that the management are aware that you know your future shifts. the rosters are not to be tempered or changed by staffs. if you are legitimately unable to work a particular shift you must inform the management who from there will deal with the situation approximately. please make sure the management has your current contact number. 员工班表你可以在宴会厅办公室的白板上找到。所有合同员工和临时工的班表每周公布一次， 通常是在每周四会公布，你将自己负责查询你的班表， 在没有特殊情况下是不可以随意更改你的班表， 如果你有合理的理由不能工作的话一定要事先通知你的当班经理。请你事先确认你的联系电话。 notice boards are located in the banquet office next to the roster board. the notice board provides plenty of useful information to help you know what is going on not just in your department but the hotel. other useful 8 information on the notice board includes:- notes, banquet organization chart, staff overtime list, current promotions, touches of hyatt and banquet standards of service. it is updated regularly so please take time to read it on a weekly basis. 信息板是在宴会厅办公室员白板上靠近员工班表的附近。信息板将提供给你非常有用的包括部门和酒店的信息。其他的信息还包括：宴会厅组织结构图,员工加班表, 当前的活动， 以及凯悦温情和宴会厅的服务标准。信息将及时更新请每周都必须阅读。 briefings are conducted before each event in the back of house area. the briefing is a very important part of the daily operation within the outlet. its inform all staff about event any back around, beverage item, menu introduce, vip guest, service sequence, staff arrangement, and any other relevant information for that day. 班前会议在每个宴会前在后场区域召开。 班前会议是部门中每天正常营运的重要组成部分。，班前会其中包括：当晚宴会的背景,酒水情况,菜单的介绍,重要客人的介绍,整个宴会服务的流程,员工的按排, 和总体的餐饮部消息，培训以及当天其他的相关信息。 4.0 food & beverage top 20 餐饮部的最高20条标准 to ensure minimum standards are set in all food and beverage facilities with 100% commitment from all employees and management and to ensure the top twenty standards are implemented throughout the hotel. the top twenty standards should be a minimum standard in each category. to ensure premium quality food and beverage products are available to all hotel and restaurant guests, consistently. there should be no exception to the rule, unless a specific product is not available in the location of the hotel. 所有酒店的员工和管理层都必须严格按照餐饮部的最高20条标准执行并百分之百的完 成。20条的标准用最简洁的语言贯穿在每一细微处。所有的标准必须是建立在这基础之上 除非有特殊的要求而在当地酒店是无法办到的。 1. coffee: we offer the best cup of coffee in town in all it varieties including latte, cappuccino, and espresso as well as decaffeinated. 9 香浓咖啡: 我们提供所在城市最好的咖啡, 包括不同品种的拿铁咖啡, 意式泡沫咖啡, 特浓咖啡和无咖啡因咖啡. 2. juices: we provide a selection of freshly squeezed juices using a variety of fresh fruits and vegetables. 鲜榨果汁: 我们提供多种选择的鲜榨水果汁和蔬菜汁 3. fresh fruit: we offer fresh fruit that is served perfectly ripe. 新鲜水果: 我们提供最成熟的新鲜水果服务给客人 4. bread: we serve bread that is baked fresh daily. 出炉面包: 我们服务的面包是每天新鲜出炉的 5. beverages: we offer alcoholic and non-alcoholic beverages using premium brands and the freshest ingredients, served tastefully garnished. 优质饮品: 我们提供的饮料包括含有酒精的和不含有酒精的, 使用高级别的基酒，最新鲜的配料和可口的装饰物 6. signature dishes: each restaurant should have its own "claim to fame". 巧手名菜: 每个餐厅必须有自己的“名菜名点” 7. fresh fish & seafood: we provide the freshest fish available and use live fish from salt water or freshwater tanks in our kitchens whenever possible. 生猛海鲜: 我们提供最新鲜的鱼,所有在厨房使用的海鲜无论是海产品还是淡水的都是 活生的 8. perfect preparation methods: we use perfect preparation methods in our kitchens: 完善准备: 在我们的厨房里我们通过充足的准备使： roasted to a golden brown 烘烤食品至金褐色 grilled to the appropriate temperature 烧烤食品至适当的温度 stir-fried and piping hot 滑炒食物至非常热 10 steamed to perfection 蒸的食物至最适宜 9. comfort food: we always offer a variety of local and international comfort foods in room service. 可口食物: 我们的客房送餐服务总能够提供多样化的国产和进口的可口食品 10. wines: we offer a diverse selection of vintage wines, served by knowledgeable employees at various price points. 杯装美酒: 我们提供不同年份的葡萄酒, 并由具有丰富经验的员工去服务 11. authentic local & ethnic cuisine: we prepare local and ethnic cuisine using authentic preparation methods and ingredients. 地道佳肴: 我们使用当地的材料和方式来制作佳肴 12. dessert & ice cream: we offer a selection of irritable desserts and gourmet ice creams, emphasizing quality, variety, freshness, taste and presentation. 甜点冰品: 我们提供新鲜和美味的甜品和冰淇凌, 并强调出品的质量, 多样性, 新鲜程 度, 味道和外观 13. fresh herbs: we select garden fresh herbs that are grown locally or on-property whenever possible. 新鲜香料: 我们尽可能选择本地产的新鲜香料 14. heart healthy: we offer a balanced array of menu choices including lean cuts of meats, fish, poultry and vegetarian creations. ingredients that are fresh, local and represent a balanced diet. 健康美食: 我们提供营养均衡的菜单, 包括肉类, 鱼类, 家禽类和蔬菜的产物. 所有材 料都必须是新鲜的, 本地的并且富含均衡的营养. 15. tea: we provide herbal, decaffeinated and other loose teas. pouring a cup of brewed tea properly is equally as important as the selection. 水滚茶靓: 我们选择上好的茶叶，提供包括香草茶, 无咖啡因茶和其它的花茶. 并使用适当的冲泡茶叶的方式. 11 16. vegetables & salads: we serve salads that are crisp and fresh and vegetables that are picked at the peak of the harvest, working with local farmers when possible. 蔬菜沙拉:我们尽可能提供由本地农民辛勤劳动所种植出的新鲜和爽口和蔬菜. 17. 清洁卫生: 我们所坚持的最根本的标准包括. 1. carpets should be spotless 地毯必须没有污点 2. chandeliers and windows should sparkle 灯具和玻璃必须亮洁 3. kitchen floors should shine 厨房的地板必须光亮 18. value for money: we ensure that our customers experience exceeds their expectations. 物有所值:我们保证我们的顾客的感知是超越他们的期望值的. 19. menus: we ensure that our menus flow properly and are clean and well maintained. they should also be easily legible and translatable and menu descriptions should be explained in mouth-watering detail. 精致菜单:我们保证我们的菜单是干净整齐，易读, 易更换的并且菜单的解释是令人垂涎欲滴的. 20. perfect setting: we deliver an impeccable tabletop with sparkling and spotless chinaware, cutlery and glassware and linen that is clean and wrinkle free. 完美摆设:使用干净的, 光亮的瓷器餐具, 玻璃器皿和清洁卫生无折皱的餐巾. 5.0 touches of hyatt 凯悦温情 this list of standards should become integrated into every aspect of the banquet operations. 这个标准必须贯彻执行在宴会厅日常营运的每个方面。 12 the touches of hyatt are: 凯悦温情是： ? greet guests warmly 热情招呼客人 ? say goodbye warmly 温馨送行与道别 ? accept compliments humbly 虚心接受客人赞美 ? resolve guest complaints 妥善解决客人投诉 ? treat others respectfully 和气尊重待他人 ? escort guests personally 亲自领至目的地 ? answer the phone professionally 铃响三声内面带微笑接起电话 ? take pride in your appearance 凯悦形象我为荣 ? work safely and cleanly 工作安全又洁净 ? maintain your work environment 善用资源爱环保 13 6.0 banquet menu chinese set dinner i 中式晚宴i shanghainese appetizers 上海美味六小碟 braised sharks fin soup with crabmeat and winter melon 蟹肉烩瓜茸鱼翅 deep-fried shrimp dumplings with roasted almond 香杏片酥炸虾丸 steamed mandarin fish in soy sauce 豉油皇蒸桂花鱼 roasted duck 金茂香烧琵琶鸭 stir-fried vegetables with enoki mushrooms and dried scallops 君悦金瑶扒时蔬 fried rice with seafood and diced pineapple 菠萝海鲜蛋炒饭 seasonal fruit platter 时令新鲜生果盆 chinese petit four 中式美点映双辉 rmb4500per table of 10 persons, plus fifteen percent service charge 每桌人民币4500元 (每桌10位), 另加15%服务费 14 chinese set dinner ii 中式晚宴 ii roast suckling pig and barbecued meat platter 乳猪烧味大拼盆 braised sharks fin soup with seaweed and seafood 海皇紫菜烩鱼翅 sauted king prawn in “szechuan” style 麻辣宫宝明虾球 steamed garoupa with scallions and soy sauce 葱油豉油蒸石斑 crispy-fried chicken 当红脆皮炸子鸡 braised bamboo shoots, mushrooms and shrimp roe in oyster sauce 蚝皇虾子账? braised e-fu noodles with dried scallops and enoki mushrooms 金菇瑶柱烩伊面 seasonal fruit platter 时令新鲜生果盆 chinese petit four 中式美点映双辉 rmb5000 per table of 10 persons, plus fifteen percent service charge 每桌人民币5000元 (每桌10位), 另加15%服务费 15 western set menu i 西式菜单i mozzarella cheese, roasted marinated peppers, arucola and basil pesto 意大利干酪及烤腌甜椒配苦生菜及罗勒紫苏酱 tomato and seafood soup 海鲜西红柿汤 veal tenderloin with crispy pancetta, oven baked pumpkin and wild mushroom sauce 小牛肉配脆腌肉, 烤南瓜及野蘑菇汁 pistachio panna cotta with tropical sauce 开心果奶油布丁配热带果汁 coffee or tea 咖啡或茶 rmb 450 per person plus fifteen percent service charge 每位人民币450元, 另加15%服务费 16 western set menu ii 西式菜单ii terrine of tiger prawns, scallops, salmon, green asparagus and lime ginger dressing 大虾, 鲜贝及三文鱼冻糕配芦笋及柠檬汁 cream of cauliflower soup with fresh crabmeat and salmon roe 奶油花菜汤配蟹肉及三文鱼籽 chicken and mushroom ravioli with morel sauce 鸡肉蘑菇馄饨配野菌汁 roasted beef tenderloin with bell pepper, asparagus, lardon and red wine sauce 烤牛柳配甜椒, 芦笋, 腌肉片及红酒汁 amaretto nougat parfait with raspberry sherbet 苦杏仁冻糕配红莓雪葩 coffee or tea 咖啡或茶 rmb 500 per person plus fifteen percent service charge 每位人民币500元, 另加15%服务费 17 7.0 banquet beverage list 宴会厅酒单 item by glass by btl jacobs creek red 58 250 jacobs creek white 58 250 terrazas chairdonnay 58 250 terrazas cab sau 58 250 moet chardon 125 750 veuve clicqot 125 750 hennessy vsop 50/oz 650 hennessy xo 150/oz 2500 remy martin xo 150/oz 2500 black label 60/oz 900 chivas regal 60/oz 900 grand marnier 45/oz 850 baileys 45/oz 850 gordons 45/oz 750 absolut 45/oz 750 van gogh 45/oz 750 bacardi rum 45/oz 750 olmeca tequila 45/oz 750 18 8.0 food & beverage attendant job description job title: waiter / waitress 职位: 男/女服务员 place of work: as assigned 工作地点: 待定 responsible to: assistant manager / team leader 上级: 副经理/领班 scope and general purpose of job: 工作目的 to serve food and beverage to guests providing friendly service in order to maximize guest satisfaction consistent with hyatt international standards. 按照凯悦国际的服务标准提供优质服务，给予客人最大程度的满足 main duties: 主要职责： operational 营运： to serve food and beverage orders. 为客人提供餐饮服务。 to provide high standard of quality and speedy service. 提供顺畅有效的服务。 to change ashtrays on guest occupied tables. 及时为客人更换烟缸。 to set tables for different meal periods and reset them during high turnovers. 根据不同的时间段设台并做到及时翻台。 to prepare mis-en-place and perform side duties. 根据职责范围做好开市前的准备工作。 to collect all general requisitions and food and beverage requisitions. 正确处理客人的一般需求及餐饮需求。 19 to deep clean back area/store/all operation area/all operation equipment , check r&m during slow periods. 在生意较清淡时，要清洁后场/仓库/营运场所/营运设备。 to assist in opening and closing procedures established for the outlet. 根据餐厅的营运流程，协助做好餐厅的开档及收档工作。 to have a thorough understanding and knowledge of all food and beverage items in the menu. 掌握关于餐厅菜单和酒单的知识。 to ensure that the service station and surrounding area is kept clean and organized at all times. 随时确保工作区域及周边地区的清洁。 to monitor operating supplies and reduce spoilage and wastage. 掌管好营运的物资供给，减少不必要的损坏及浪费。 to handle guest enquiries in a courteous and efficient manner. 以礼貌及谦恭的态度处理客人的问询。 general 总则 to understand