杭州香格里拉酒店餐厅规章制度

规章及制度 POLICIES & PROCEDURES OBJECTIVES目的： Make staff get more help and solve the problem in first time . SUBJECT: Report to work P&P REF NO: 001 主题：工作汇报的政策与程序 编号： 001 DISTRIBUTION: CAF SHOP AND ROOM SERVICE STAFF PAGES: 2 PREPARED BY APPROVED BY 准备人： 批准： General Manager 总经理 IMPLEMENTATION DATE 执行日期： Report to work p&p Report to captain Report to Supervisor Report to manager Report to F&B DIRECTOR A、 员工在上班时间内不管有什么问题必须逐级汇报，先找当班的领班或主管汇报解决，如过解决不了找副经理、经理解决。 B、 如果上班太忙，当时没法解决的约好时间再解决。 C、 如果解决不了的将有餐 厅经理上报给部门总监来协助解决。 D、 不管什么情况不允许影响工作，首先做工作，然后再解决问题。 E、 以上规定是咖啡厅、送餐部员工必须执行的。 F、 如果没有按照以上规定执行，此员工将被退回人事部。并给书面警告一张。 规章及制度 POLICIES & PROCEDURES OBJECTIVES 目的 :EFFECTIVE FOR COMMUNICATION AND SOLVE THE PROBLEM 。 PROCEDURE: A、所有领班主管副经理每次开会前必须准备好要说什么。包括营业时间内发生的问题应该注意的，需要跟进的，需要员工注意的，然后进行工作分配。 The captain and the supervisor assistant manager must be prepare what want say. Including what happen in work time 、 what we need to follow 、 what we need to pay attention、 arrange the work to duty staff . B、 会议时间根据工作流程规定进行，所有员工提前三分钟站好准备开会。（如果有特殊情况可能会更改更改） Pay attention about time ,the meeting time according to the restaurant work flow (accept have urgency thing )we will change the time .and need all staff standard by in restaurant before 3 minutes. C、 所有上班员工必须参加例会，不接受任何解释，缺席一次一张口头警告。（除非已经安派其他工作） All duty staff must be join in the meeting .dont have any SUBJECT:PRE-SHIFT MEETING AND MONTHLY MEETING REF NO: 002 主题：每日例会和月会的准备 编号： 002 DISTRIBUTION: ALL CAF SHOP AND ROOM SERVICE STAFF PAGES: 1 PREPARED BY: APPROVED BY 准备人： 批准： General Manager 总经理 IMPLEMENTATION DATE 执行日期： excuse ,lost one time will be got a warning.(accept is arranged work already ) D、 每月五号进行一次月会，每位员工必须参加。（年假 /婚假 /工伤 /和公共假期除外）缺席一 次一张口头警告。 Monthly meeting ,every month will have a monthly meeting on every month 5th .every one must be join (accept annual leave 、marriage leave 、 job injury leave 、 public holiday ).lost one time will be got a warning. E、 所有员工必须备一笔记本和笔，记下每次月会内容，每次每人至少提一个建 议以帮助餐厅不断完善。 All staff need prepare one note book and one ball pen for take notes ,and also give some ideas to improve our restaurant to better and better (on monthly meeting ). F、员工生活问题如需帮助同时也可以提出来，我们尽力帮忙。 If have personally thing also can asking. we will help to solve it .(on monthly meeting ) G、所有员工必须遵守以上规章制度 Every meeting need all staff care . H、领位每次负责会议记录 Hostess will be report the meeting minutes . 规章及制度 POLICIES & PROCEDURES OBJECTIVES目的 :Effective to do work done, staff have a right procedure . PROCEDURE程序： A、必 须提前一周向餐厅主管或经理提出书面申请并且要有正当理由。 You should to be give the right reason before one weeks to restaurant duty shift leader or restaurant manager . . B、按酒店正规格式填写书面申请。 You should write formal form for the leave .according hotel standard . C、此假不可代请。 The leave write need by yourself nobody can instead . D、如果请假没有被批准将给过失单一张。 If not allowed to leave will be give one write warning 。 E、如果累计两次将被开除。 If have two times in two months will be discharge . SUBJECT: ASK FOR UNPAID LEAVE REF NO: 003 主题：无薪事假 编号： 003 DISTRIBUTION:ALL CAF SHOP AND ROOM SERVICE STAFF PAGES: 1 PREPARED BY: APPROVED BY: 准备人： 批准： General Manager 总经理 IMPLEMENTATION DATE 执行日期： 规章及制度 POLICIES & PROCEDURES OBJECTIVES目的 :Help staff get more help and reasonable arrange the man power. PROCEDURES: A、 If have sick first go to see hotel doctor ,then will get help .如果生病首先看酒店医生。 B、 If hotel doctor cant help, they will give a note for hotel rule hospital .如果严重酒店医生将要开转诊单给员工。 C、 If you really need to have rest for your body ,the hospital doctor will give you prove for rest .then you give the prove to self outlet write formal form. so can get the holiday . 如果需要休假医院将会开休假证明，员工持医院证明填写正规假期申请表。不可代签。 D、 Emergency call need hand in the ask leave form at the second day also need hospital case book.如果急诊需要在第二天补交医院病历及急诊证明。 E、 Every one must be observe the rule .if you cant will get the write warning (first time)the second time will get last warning .the third time will give discharge.每个人必须遵守，如果不遵守者，第一次书面警告一张，第二次最后警告一张。第三次开除。 . SUBJECT: Ask for sick leave p&p REF NO: 004 主题：病假的政策与程序 编号： 004 DISTRIBUTION: All cafe shop and room service staff PAGES: 1 致：所有咖啡厅及送餐部员工 PREPARED BY: APPROVED BY: 准备人： 批准： General Manager 总经理 IMPLEMENTATION DATE 执行日期： 规章及制度 POLICIES & PROCEDURES A. The staff injury on duty time called job injury .first handle the hurt by hotel doctor at first time. same time report to outlet manager and department director .在工作时间内因工作受伤属于工伤，首先请酒店医生进行治疗，同时报告餐厅经理及部门总监。 B. According the staffs injury case will be arrange go to hospital to checked again by the hotel doctor decision.按照工伤情况员工将备送往酒店指定医院进行治疗。 C. Writing report to human resources by shift leader.写书面报告给酒店人事部。 D. All things according to hotel job injury rule to solved it .一切按照酒店工伤制度处理。 SUBJECT: Job injury leave REF NO: 005 主题：工伤的政策与程序 编号： 005 DISTRIBUTION: All cafe shop and room service staff PAGES: 1 致：所有咖啡厅及送餐部员工 PREPARED BY: APPROVED BY: 准备人： 批准： General Manager 总经理 IMPLEMENTATION DATE 执行日期： 规章及制度 POLICIES & PROCEDURES OBJECTIVES ： Keep man power for operation effective make the job done. PROCEDURES: A、 All duty staff must be standard by at restaurant before ten minutes .also first time sign the name at sign in and sign out book. then starting briefing for next shift and summary for last shift. Arrange staff work.所有员工必须提前十分钟到岗，并在签到本上签到，接下来开例会，总结上个班次不足，并且安排下个班次的工作。 B、 Checking staff grooming and hygiene 、 checking every staff is taking money or not 、and taking bag or not 、 also cant taking mobile phone on duty .for female must be make up when on duty .and wear hotel uniform in cleaning and tidy .fresh body smell ,wear stocking also .for male the hair must be up collar and cant cover the ears .wear uniform in cleaning and tidy . in cleaning .fresh body smell also .检查员工的仪容仪表，是否带钱上班，是否带包，并且不允许带手机，女员工上班必须划淡妆，穿酒店制服并且保持干净整洁，穿肉色袜子，保持体味清新，男员工头发不能过衣领，不能盖耳朵，穿酒店制服，保持体味清新。 SUBJECT: Staff on work and off work p&p REF NO: 006 主题：员工在上班与下班的政策与程序 编号： 006 DISTRIBUTION: All cafe shop and room service staff PAGES: 2 致：所有咖啡厅及送餐部员工 PREPARED BY: APPROVED BY 准备人： 批准： General Manager 总经理 IMPLEMENTATION DATE 执行日期： C、 All service must be show theGloria Resort standard ,never to say no to guest .if have special problem shift leader must be help the staff to solve it .所有的服务必须体现凯莱标准，永远不要说不，假如有特殊情况马上报告领班处理。 D、 All work distributed to staff must be first do then back to talk if have problem.所有分配的工作必须先服从后讨论。 E On duty time every staff if need to leave restaurant must be first report to shift leader when get allowed then can leave. But the time no more five minutes .所有的员工上班期间如果需要离开餐厅必须跟当班领班或主管打招呼，得到允许后方可离开。时间不要超过 5分钟。 F、 On duty time if the shifter leader need to leave restaurant also need first get allowed then can leave .if manager not in so two shifter leader tell each other .(also no more five minutes).所有当班的领班或主管如果需要离开餐厅，首先需要得到允许，如果经理不在，两个领班必须互相打招呼至少留一个在餐厅。（同样不要超过 5分钟）。 G、 staff meal time according to shift leader arrange .员工用餐的时间有当班的主管领班分配。 H、 On duty time no allowed crowed together to chatting (that mean is no more two people tighter ).上班时间决不允许扎堆聊天。 I、 On duty time rudely treat colleague will give one warning.上班时间不允许对同事粗鲁，如果发现给过失单一张。 J、 WE will discharge the staff if fighting on duty time . 上班时间如果打架、 斗殴立即开除此员工。 K、 First checking the work done or not, then checking how is the work going .首先检查工作完成了没有，然后检查完成的怎么样了？ L、 After shift leader checking If the work still have problem so when finish when can is arrange to off to work .如果经过带班人检查后还有问题，继续改进，什么时候做好什么时候下班。 M、 Every staff first sign out then can leave restaurant to locker change the uniform .每个员工先签出后才可以下班。 规章及制度 POLICIES & PROCEDURES OBJECTIVES: Effective for arrange work and work done. PROCEDURE: 班时间并且没有经过领班主管的安排就离开餐厅的员工称之为早退。 E、 If leave in ten minutes will give one oral warning .早退十分钟给口头警之内的给予口头警告一张。 F、 If leave in ten to fifteen will give an oral warning.早退十至十五分钟给予口头警告一张。 F、 Leave fifteen to thirty minutes will give a writing warning.早十五至三十分钟 A、 Late ten minutes give one oral warning.迟到十分钟之内给予口头警告一张。 B、 Late more twenty minutes give one oral warning and the day as absence without notice.迟到超过二十分钟给口头警告一张，并且作为旷工处理。 C、 Late by weather 、 staff regular bus will according the case.如果是因为天气或酒店班车晚点将按实际情况处理。 G、 D、 The time not to finish work time leave restaurant we call that is early leave.不到下书面警告一张。 H、 If leave more thirty minutes we call that absence to work and also give writing SUBJECT: Late and early leave p&p REF NO: 007 主题：迟到早退的政策与程序 编号： 007 DISTRIBUTION: All cafe shop and room service staff PAGES: 1 致：所有咖啡厅及送餐部员工 ENDORSED BY: APPROVED BY: 签署： 批准： General Manager 总经理 IMPLEMENTATION DATE 执行日期： warning.早退超过三十分钟的算旷工一天，给书面警告一张。 规章及制度 POLICIES & PROCEDURES OBJECTIVES: Effective for arrange work and work done. PROCEDURE: A、 第一次面警告一张。 First time no note absence work will give a writing warning . B、 第二次最后警告一张。 Second time absence work will give the last warning . C、 第三次开除。 Third time absence work will dismiss the staff. D、 不接受任何借口。 We not received any excuse. SUBJECT: Absence work without note REF NO: 008 主题：旷工的政策与程序 编号： 008 DISTRIBUTION: All cafe shop and room service staff PAGES: 1 致：所有咖啡厅及送餐部员工 Prepared BY: APPROVED BY: 准备人： 批准： Director, Finance & Business Support General Manager 财务总监 总经理 IMPLEMENTATION DATE 执行日期： 规章及制度 POLICIES & PROCEDURES OBJECTIVES: Effective control on the flatware and cost . PROCEDURE: A、 Every shift have to inventory the cutlery on the quantity and ensure it is still the same.每个班次必须盘点餐具并且保证盘点数与上次相同。 B、 The lost quantity will be paid by all duty staff on that particular shift .如果当时盘点数不对，有丢失，所有的丢失餐具有此班次的所有员工一起赔偿。 C、 The shift leader will be in charge that .(lost cutlery)当班的领班或主管负责写丢失报告，并且在三天内交齐所丢餐具金额。 D、 No more than three breakages, chinaware and glass ware every day .每天的破损不得超过三件。（包括瓷器、杯具） E、 All breakage must be keep for record, it cant throw into rubbish bucket, if found will be fine 50RMB for one time .所有的破损必须保存好，写破损报告，如果发现有人扔去垃圾桶，将要接受 50元 /每次的罚款。 F、 Must be report to duty shift leader who break it and break what same time sign name on breakage form.破损后必须上报当班的领班主管，谁打破什么时候打破，并且要在破损记录上签名。 G、 The shift leader will write the monthly breakage form and arrange staff hand in breakage chinaware and glassware to stewarding office at ten o clock every evening .每天晚上十点将有餐厅领班主管或副经理负责把所有的破损交去管事部办公室，并且在餐厅破损记录上签名。 H、 End of the month if the breakage higher than cost controller ,the more part will be pay by all staff .but according to the whole spoilage name list .月底盘点如果餐具破损超过破损率，超过部分将根据破损记录进行赔偿。 I、 All staff must adhere to the above P & P。所有员工必须遵守以上规章制度。 规章及制度 POLICIES & PROCEDURES OBJECTIVES: For kitchen and restaurant, a fund and gratituity collection given by guests for employees and utilize for periodical activity. PROCEDURE: A、 所有的小费必须上报当日领班并且在小费记录本上登记。 all tips will be report to duty shift leader and register it on tips book . B、 所有小费厨房和餐厅进行 4/6分成。 all tips will be share with kitchen 4/6(for restaurant 6 for kitchen 4). C、 所有小费将用来奖励优秀员工或餐厅聚会。 The tips will be use for award monthly excellent staff and use for special party. SUBJECT: The tips Policy and procedure REF NO: 10 主题：关于小费的 政策与程序 编号： 10 DISTRIBUTION: All cafe shop and room service staff PAGES: 1 致：所有咖啡厅及送餐部员工 Prepared BY: APPROVED BY: 准备人： 批准： General Manager 总经理 IMPLEMENTATION DATE 执行日期： BANQUET BEST PRACTICES IMPLEMENTATION RECORD 咖啡厅最佳操作规程实施记录 ITEM JAN FEB MAR APR MAY JUN 1 All air-conditioners are switched on only one hour ahead daily operation is beginning 餐厅的空调系统电源在营业前一小时才能打开 2 All electrical appliances are switched off when not in use 所有电器不用时需关掉电脑 3 Switch off lights after use 不用时关灯 4 50%lights on for pre set-up and staff set-up 在布展及摆 台时把灯光调至 50%状态 5 Turn off lights bulbs after daily operation is finished 每日营业结束后关闭所有照明电源 6 Turn off lights of Ballroom and B1 foyer when function finish 宴会结束后及时关闭二楼及 B1走廊灯 7 Turn off elevator when function finish 在宴结束后及时关闭扶手电梯 8 Reuse of glass covers 重复利用杯盖 9 Reuse of coasters 重复利用杯垫 10 Reuse of pencil and note pad 重复利用会议用纸及铅笔 11 Reuse of matches boxes 重复利用火柴 12 Shut off the water tap omnivorously, do not use hot water 随时手关闭水龙头 ,不必用热水就不用 13 Close all refrigerators door omnivorously, as well all ice machines cover board 随时手关闭冰箱冷柜的门与制冰机盖板 14 Use reusable paper for all internal purpose 内部使用可重复利用的纸张 15 Banquet not using bronzed logo head paper for meeting 宴会部不以烫金抬头纸作为会议用纸 16 As much as possible to use natural lighting resources 尽量使用自然淘汰或其它能源 17 Banquet takes back unused bread which been from coffee/tea break, and send back to Pastry for other purpose 宴会部咖啡 /茶点 ,多余的面包须送还饼房 18 Banquet use artificial flowers to decorate tables instead of fresh flowers 宴会部摆台以人造花替代鲜花 19 Warmer/Heating Trollies should be turned off after use 加热器用后须关闭 Checked and signed by 检查： Outlet Manager 部门经理： Verified and signed by 审核： Director of F&B 餐饮经理 /总监： *Please put a tick if completed 请在完成的项目栏中划对号 . COFFEE GARDEN BEST PRACTICES IMPLEMENTATION RECORD 咖啡厅最佳操作规程实施记录 (7-12月 ) ITEM JUL AUG SEP OCT NOV DEC 1 Unused butter is returned to the kitchen for cooking 将客人未用过的黄油送回厨房用于烹调（咖啡厅） 2 Use environmental friendly shopping bags 利用环保购物袋 3 Recycle story foam buffet decoration and outside of hotel 重复利用自助餐装饰泡沫可用于外卖 4 Reuse of stirs 搅棒的重复使用 5 Reuse of cocktail picks 果签的重复使用 6 Reuse of match boxes 火柴盒的重复使用 7 Shut off the water tap omnivorously. Do not use hot water whenever it is unnecessarily 随手关闭水龙头 ,不必用热水就不用 8 Reuse used Infrasys single and duplicable double layer paper rolls to make note pads for staff 双联与单联打印纸 , 制成记录本供员工使用 重复利用杯盖 9 Close all refrigerators door omnivorously , as well all ice machines cover board 随手关闭冰箱冷柜的门与制冰机盖板 10 As much as possible using of napkin instead of paper napkins 尽量使用面巾 , 以减少纸巾的使用 (咖啡厅 ) 11 Use reusable paper for all internal purpose 内部使用可重复利用的纸张 12 Room Service takes back fruits amenities from guest rooms, and must send to kitchens and bars for other purpose if quality is acceptable 送餐部从客房收回的水果 ,如无裨上的问题 ,必须送给厨房与酒吧用于其它用途 13 Superfluous hot coffee/tea can be used for iced tea or coffee 多余的热咖啡 /茶可用于制作冻咖啡 /茶 14 The lemon used for cold lemon tea can be used for washing dishes 冻柠檬茶用过的柠檬角 ,可以用于浸泡餐具 Checked and signed by 检查： Outlet Manager 部门经理： Verified and signed by 审核： Director of F&B 餐饮经理 /总监： *Please put a tick if completed 请在 完成的项目栏中划对号 . LOBBY LOUNGE BEST PRACTICES TMPTEMENTATION RECORD 大堂酒廊最佳操作规程实施记录（ 1-6月） ITEM JAN FEB MAR APR MAY JUN 1 All air-conditioners are switched on only one hour ahead daily operation is beginning 餐厅的空调系统电源在营业前一小时才能打开 2 All electrical appliances are switched off when not in use 所有电器不用时需关掉电脑 3 All chandeliers are turned off during the day 吊灯在白天可以不用 4 Switched off lights after use 不用时关灯 5 Unused individual sachest/container from tables are not thrown but reused after checking 将餐桌上客人未用过的单包装的物品重新储存 ,检查后再利用不丢掉 6 Turn off all lighting bulbs after daily operation is finished 每日营业结束以后关闭所有照明电源 7 Reuse of glass covers 杯盖的重复使用 8 Unused paper napkins to be collected back for recycling 餐巾纸的重复使用 9 Reuse of coasters 杯垫的重复使用 10 Reuse of cocktail picks 搅棒的重复使用 11 Reuse of used match boxes 果签的重复使用 12 Reuse of used match boxes 火柴盒的重复使用 13 Shut off the water tap omnivorously, do not use hot water wherever it is unnecessary 随手关闭水龙头 ,不必用热水就不用 14 Reuse used infrasys single and duplicate double layered paper rolls to make note pads for staff 随手关闭冰箱冷柜的门与制冰机盖板 15 Use reusable paper for all internal purpose 内部使用可重复利用的纸张 16 Superfluous hot coffee/tea can be used for iced 多余的咖啡 /茶可用于制作冻咖啡 /茶 17 Warmers should be turned off after close lobby lounge 加热器在大堂吧关门后关闭 18 The lemon used for cold lemon tea can be used for dish washing 冻柠檬茶用过的柠檬角可用于泡餐具 Checked and signed by 检查： Outlet Manager 部门经理： Verified and signed by 审核： Director of F&B 餐饮经理 /总监： *Please put a tick if completed 请在完成的项目栏中划对号 . Hotel Orientation Schedule of August 2003 饭店入职培训计划 AUG26 0900-0920 Get to Know You 破冰 Training Dept 0930-1120 SLIM Introduction 集团介绍 Training Dept 1130-1140 EXCOM Introduction 管理人员介绍 EXCOM 1140-1200 GM Speech 总经理发言 QM 1300-1330 Warm up Exercise 暖身活动 Training Dept 1330-1430 Grooming & Hygiene 仪容仪表 Training Dept 1430-1545 Product Knowledge-Rooms 房务部介绍 Room Team 1545-1630 Product Knowledge-F&B Service 餐饮部介绍 F&B Team 1630-1700 Finance Introduction 财务部介绍 FC 1700-1730 S&M Introduction 销售部介绍 DOM AUG27 0900-1010 Customer Delight Program Introduction / Excellent Service in Rasa Ria Resort 令客人喜出望外计划 Training Dept 1020-1100 Employee Handbook 员工手册 HRM 1100-1200 HR Philosophy 人力资源部介绍 HRM 1300-1330 Warm up Exercise 暖身活动 Training Dept. 1330-1500 Fire & Emergency Procedure 紧急措施 Chief Engineer 1500-1530 Hotel Security 饭店保安 Security Manager 1540-1620 Telephone Courtesy 电话礼仪 Training Dept. 1630-1730 Hotel Tour 饭店介绍 Training Dept. AUG28 0900-0950 Golden Circle Program 金环计划 Christina Lin 1000-1050 Strategic Plan 战略计划 Training Dept. 1100-1200 Vision & Guiding Principle 远景目标 Training Dept. AUG29 1300-1330 Team Building 团队合作 Training Dept. 1330-1400 Shangri-La Food Safety Management System 香格里拉食品 Hygienist 安全管理体系 1405-1505 Basic English Training 基础英 s文 Training Dept. 1510-1630 Product Knowledge Quiz & Feedback 产品知识测试 Training Dept. 0900-1730 Shangri-La Care I 香格里拉翔 I Angels SECTION ONE JOB OUTLINE Job Title Service Associate Department Food and Beverage-Service Reports Directly To: Food and Beverage Job Code FBSA Job Grade 5 Reports Directly To: Service Manager Supervises Other Relationships: Kitchen Security Stewarding Finance Housekeeping Front Office Engineering Human Resources Job Summary/Purp