国外豪华星级酒店工作手册英文版的运作手册

1、rosewood hotels drinks are not “auctioned” beverages are served to the right of the guest employee does not touch the rim of the glass when serving beverages beverages wines by the glass presented and served from bottle in formal dining rooms (luncheon/dinner) beverages served within three minutes o

2、f ordering coffee/tea offered after meal (luncheon/dinner) menus server inquires if guest would prefer to sit with a cocktail or would like to see the menus menus are presented opened to the ladies first, from the left, with the left hand chefs specials are recited and described in an informative an

3、d appealing manner guests are provided with a menu within 5 minutes of cocktails being served (dinner only) all menus are clean and in good repair upselling order taker suggests accompaniments up selling is made, using descriptive words service menu offered unless buffet service wine list offered (l

4、uncheon/dinner) waiter knowledgeable about all menu items in terms of preparation, ingredients, presentation and flavour juice of the day offered or other fruit juice (breakfast) selection of teas or coffees offered within two minutes of seating (breakfast) beverages served within three minutes of o

5、rdering daily specials presented by the order taker requested items served within 10 minutes of ordering (breakfast) special menu requests and preparation methods are graciously accepted first course served within 10 minutes of ordering (luncheon/dinner) management visible and accessible during peak

6、 service periods guest offered dessert menu (luncheon/dinner/non- buffet service) wine food is not auctioned hot food is served hot; cold food is served cold all dirty silverware is removed and replaced as needed before items are served appetisers are cleared from the right when all guests have fini

7、shed items are cleaned neatly and quietly entre service appetizer plates, dirty flatware, and related condiments are removed from the table before entree is served guests receive the correct entree as ordered, complete with side dishes, condiments or sauces, and correct utensils plates are free of s

8、pills and fingerprints guests receive food ordered; food is not auctioned hot food is served hot; cold food is served cold only complete orders are brought to the table dessert service specific dessert recommendations are made when presenting the dessert menu, tray, or cart specific after-dinner dri

9、nks are offered during dessert service (dinner only) absence of guest at table when a guest leaves the table during service, his or her napkin is neatly refolded and placed across the chair arm before return guest who are absent from the table when food is being served are given their plates upon re

10、turning to the table food is kept at the proper temperature while guests are away from their table crumb table tables are crumbed after entree and between courses, if necessary ladies portion of the table is crumbed first and the host last finger towels or bowls finger towels or bowls with lemon are

11、 offered for messy food items table maintenance table is checked within three minutes after serving food specific questions are asked to ensure guest is satisfied all beverages are refreshed when 2/3 empty all ashtrays are capped when each cigarette is extinguished empty drink glasses, stirrers, str

12、aws, garnishes, and sugar wrappers are removed bread and butter is replenished as necessary table is ready for all courses with the correct silverware, china and enough space so the table is not overcrowded bread and butter plate is replaced if soiled china and glassware removal all food is cleared

13、from the right all beverages are cleared from the right courses are cleared in a timely fashion, only when all guests are finished or as guest requests clearing is unobtrusive, quiet, and skillful, with nothing dropped or spilled clearing is completed clockwise with ladies attended first all action

14、must take place behind the guest, not at his or her side all items are carried on a tray through the room appetizers are cleared before the entree is served; entree is cleared before dessert condiments, side plates, and silver are cleared after each respective course guests have correct silverware f

15、or additional course before it is served plates are cleared when all guests are finished, or as indicated by the captain cigarette service, if applicable servers get cigarettes for all guests as needed cigarettes are presented on a bread and butter plate with a package of matches guests cigarettes a

16、re lighted by server using logo matches or lighter check presentation server returns to table within three minutes after presenting the check for payment check is presented after dessert, coffee, and after- dinner drinks have been served check is correct and neat, presented in a check presenter gues

17、t does not have to ask for the check after-dinner amenity is served with the check (dinner in formal dining room only) farewell guest check, if presented, is placed discreetly on table with a logo pen for signing the check guest graciously thanked, by name, and asked to return sequence of breakfast

18、service arrival at podium acknowledgement by hostess escorted to table assisted in seating/napkin unfolded, menu given, if applicable beverage order taken informed of buffet, if applicable beverage order served order taken breakfast served sequence of formal dinner service arrival at podium acknowle

19、dgement by hostess escorted to table assisted in seating/napkin unfolded approach by captain using name aperitif order taken beverage order served with savouries when through, offered menu by captain, (announcing specials etc.) order taken amuse bouche served, wine list offered 1st course served bre

20、ad passed or served at that time 2nd course served intermezzo if necessary main course service dessert menu offered order taken, pre desserts served dessert service with petit fours clean dessert, serve coffee offer cognacs and liquors all silver is set course by course (prior to item served) call b

21、ack by maitred after main course vip tables-maitred takes order and serves at least one course. sommelier service, whenever applicable sequence of informal lunch/dinner service arrival at podium acknowledgement by hostess. escorted to table assisted in seating/napkin unfolded approach by captain usi

22、ng name beverage order taken beverage order served offered menu and wine list by captain, (announcing specials etc.) or offered menu and wine list when seated order taken 1st course served bread passed or served at that time 2nd course served main course service dessert menu offered dessert and coff

23、ee service all silver is set course by course (prior to item served) call back by maitred after main course vip tables-maitred takes order and serves at least one course sommelier service, whenever applicable management visibility management visible and accessible during peak service periods in room

24、 dining to provide a personalized, and private dining experience with service levels equivalent to that of a rosewood restaurant. telephone manner phone answered within three rings order taker is courteous, well-spoken and uses guest name name used at least twice during order-taking conversation no

25、significant background noise heard by guests menu knowledge order taker knowledgeable about all menu items recognises special dietary needs presents daily menu specials when taking lunch/dinner order order taker makes wine/beverage recommendations according to the order upselling all employees are k

26、nowledgeable of daily features and communicate them to guests descriptive words are used to suggest beverages, daily specials, soups, salads or desserts all employees are completely familiar with menu items in order to assist the guest, answer questions accurately and maximise sales through upsellin

27、g order taking employee is polite, knowledgeable and professional room number, guest name and number of covers are verified before hanging up all orders repeated back to the guest order taker offers course-by-course delivery of lunch/dinner orders all orders are quoted with accurate delivery time gu

28、ests name is used a minimum of two times orders are delivered within 5 minutes of quoted time guest is thanked for placing the order using guests name all orders are verified through the pos system delivery times set up of table in room pre-order beverages/coffee/tea continental breakfast cooked bre

29、akfast lunch/dinner - within five minutes of requested time - within ten minutes when requested - within fifteen minutes - within twenty-five minutes - within thirty minutes (whenever possible based on cook times, delivery distance, etc.) preparation- tray standards all items placed on table/trays a

30、re dry and polished, free of chips, cracks, tarnish, spots, or food particles linen, china, glass, silver free of damage and clean fresh flowers always provided specific trays are used for room service that have been lined room service tables are only used for room service orders room service tables

31、 are: sturdy wheels dont squeak covered with fresh linen undamaged free of food debris, dirt or grease equipped with warmers in clean and working condition trays are: undamaged free of chips free of food debris, dirt or grease table/tray condition all trays/tables are checked prior to delivery table

32、s and trays are equipped with respective utensils, china and condiments for that order equipment polished and clean linen is pressed and free of holes, tears and stains proper temperature/quality of food is maintained all condiments that may be needed are present and in good condition plates are cov

33、ered and free of spills, chips, or cracks glasses are covered and free of spots, streaks, chips, cracks, lipstick, or debris ice is fresh and not melted flatware is clean and free of tarnish, bends, or debris guests bill is in check folder with working logo pen actual order is compared to check all

34、equipment is polished, free from food, spills, stains, and debris all linen is clean with no holes, stains, or tears all orders have fresh flowers and call back cards all hot food is covered in a hot box, all other food and beverages are covered food is presented according to plating guides guest re

35、ceives all items ordered all items delivered are rung up on check guest introduction items on table/tray that have moved during transport are adjusted door is knocked on with knuckles or bell is rung service staff announces in room dining guest is warmly greeted by name service is personalized and p

36、rofessional staff set dining table where appropriate check for guests approval use guest name twice during service check is presented and taken back after the guest has signed all service, delivery and gratuities to be noted on check when clearing in room service tray service: guest is asked where t

37、hey would like to sit all orders are placed on a table or desk all plastic wrap is removed, prior to entering room offer is extended to pour beverages orders are verified with the guests plate covers are removed check is presented to the guest guests is informed of dish removal procedure guest is th

38、anked and asked if they need anything else guest is wished a pleasant meal table service: guest is asked where they would like to sit chairs are placed in appropriate positions place settings are straightened condiments and glassware is arranged plates are arranged so that cold food (if applicable)

39、is placed in the middle of place setting guests are seated and napkin is placed in their lap offer is extended to pour beverages wine and champagne bottles are opened and professionally served mixed drinks served in club style ladies are served first, from the right guests are warned that plates are

40、 hot side towel is used when handling plates all plastic wrap is removed, prior entering the guest room orders are verified with the guests plate covers are removed check is presented to the guest guests is informed of dish removal procedure guest is thanked and asked if they need anything else gues

41、t is wished a pleasant meal door knob menus, if applicable doorknob menus are picked up from guests doorknobs by designated time guest receives order within 5 minutes of selected time farewell staff bid farewell and enquire if anything further is required tray/table removal is offered when the serve

42、r leaves tray/table is not left in the corridor dirty dishes in hallways removed within thirty minutes no tables or trays are present in hallways or outside of guests rooms hospitality rooms hospitality rooms are ready 30 minutes prior to scheduled starting time all hospitality rooms are checked thr

43、oughout the duration of guests stay (once daily) amenities menu of amenities with prices is available for guests to order from to include; but not limited to: fruit baskets cheese trays amenity card or a business card with a hand-written note is delivered with amenities as specified on order appropr

44、iate condiments or silverware and china accompany amenities are clean and in good condition products fresh and of good flavour napkins are provided for all food amenities vip amenities replenished daily (if fruit has been used -only fresh, whole, seasonal fruit used) call back (sheets and duvet cove

45、r are 100% cotton.) bed linen thread count of 165 threads per square inch patio/balcony, if applicable cleaned daily turn down service provided to all occupied and arrival rooms bedspread removed and neatly stowed - not put directly on the floor bedsheets turned down and arranged with minimum of 4 p

46、illows- king size down feather all used towels replaced trash bins and ashtrays emptied and cleaned complimentary water with appropriate set up provided tv remote control placed at bedside tv cabinet opened breakfast doorknob menu placed in convenient location guest room contents table top magazines

47、 in each room (and a selection of three magazines per suite) analogue modem and fax jack conveniently located in all rooms, if telephones available guest comment card visible in all rooms and suites note pad and pen/ pencil located at each telephone stationery box or folder containing minimum of 6 l

48、etterhead, envelopes, postcards comment cs5: page: 140 do we want to add lady primrose as the standard? bathrooms all bathroom sanitary fixtures are sparkling clean and sanitised daily good lighting at mirrors, appropriate to shaving and applying make-up drains and exhaust fan operate quietly hot wa

49、ter available within one minute/ hot water temperature is 115f/45c maximum bathroom amenities flowers placed on the vanity unit in bathroom hand soap at each sink and bidet bath soap at each bathtub and shower bath gel at each bathtub moisturiser at sink area cotton balls at sink area shower cap nea

50、r bath and shower facial tissues in presentation box near sink spare toilet paper wrapped in decorative paper with ribbon towels clean, soft, absorbent and in good condition provided towels 100% cotton, 550 grams per square metre four bath towels two hand towels two wash cloths one bath mat, 800 gra

51、ms per square metre one bath rug two bath robes - on hook all linen/terry not worn or snagged closet contents six wood suit hangers(non captive) six wood skirt hangers(non captive) three silk padded hangers(non captive) two fabric laundry bags - with laundry slips where appropriate tie rack shoe hor

52、n clothes brush guest service welcome letter from managing director directory contents list of all hotel services in room dining menus including childrens menu telephone and voicemail instructions written in the local language, english and the language of any country representing more than 25% of th

53、e hotel guests directory of rosewood hotels and resorts placed in all suites/rooms comment cs6: page: 144 what is this? on demand items foam pillows cotton blankets baby cribs roll away beds (non folding) adapters (electrical and telephone) and transformers bedboards ironing board and steam iron pra

54、yer mat exercise equipment hairdryer/ curling tongs/ rollers hair brush telephone jack converters cds/ videos us/uk video recorder heaters/ humidifiers/ fans facial steamers greetings cards games console board games toiletries tights hair clips shoe polish cuff links collar stays shoe polishing serv

55、ice provided 24 hours a day laundry to provide professional laundry pressing and dry cleaning services on a timely basis by a competent and fully trained staff. administration laundry and dry cleaning returned same day by 6:00 pm one hour pressing available between 7:00 am and 9:00 pm overnight pres

56、sing service available telephone answered in a professional and courteous manner laundry employees are polite and professional laundry presented in attractive basket or box hanging laundry returned on good quality hangers in individual plastic bags broken or missing common buttons automatically repl

57、aced with matching buttons and minor mending is automatically completed items are returned by quoted time items are returned well cleaned and pressed special handling completed as requested all tags removed before returning to guests all items inspected for quality of work before returning to guest

58、dry cleaning dry cleaned suits returned in individual plastic bags with cleaning tags removed staff laundry all staff uniforms to be maintained in an immaculate condition seams and linings to be repaired as necessary buttons to be replaced when missing or broken heads of department to be advised whe

59、n uniform items are in need of replacement concierge to provide guests with warm and friendly, personalised assistance and a pro-active level of service. front door and driveway, where applicable doorman provides eye contact with guest prior to car stopping car doors opened and guests receive warm p

60、ersonalised welcome, utilising their name whenever possible guests offered clear directions to all areas of the hotel and to specific functions assistance with luggage and packages offered immediately doors opened for arriving and departing guests driveway area maintained in immaculate condition and