某餐饮部标准运作程序课程

1、Standard Operating Procedures 标准操作程序Food and BeverageDivision餐饮分工Standard Operating Procedures标准操作程序Food and Beverage Training related:FB-Training-001Department orientation checklist for the first 30 days of each positionFB-Training-002Departmental trainer(s) assigned for each departmentFB-Training-

2、003Monthly daily 15 Minutes training plan per departmentFB-Training-004“Buddy” system for first one month for each new hireFB-Training-005Monthly Departmental meetings餐饮部培训涉及：餐饮部培训-001部门前30天职位定位的清单。餐饮部培训-002部门的培训员安排各自部门的培训工作。餐饮部培训-003部门每月每日15分钟的培训计划。餐饮部培训-004为新雇佣的每一位员工制定伙伴培训。餐饮部培训-005每月的部门 会议。Food a

3、nd Beverage Service related:FB-S-006Certification and SERVSAFE trainingFB-S-007Brand Standards Audit / Checklist (Self Audit)FB-S-008Audit Responsibility for controllers (Self Audit)FB-S-009VIP Arrival Package guidelines (International)FB-S-010Beverage Brand Standards trainingFB-S-011Reservations fo

4、r F & B OutletsFB-S-012Food and Beverage Complaint HandlingFB-S-013Daily Linen Pick Up and DeliveryFB-S-014Rags PolicyFB-S-015Taste PanelsFB-S-016R/S Tray Delivery and P/U ProceduresFB-S-017Distribution of TipsFB-S-018Sales of TobaccoFB-S-019Ordering of Cakes for GuestsFB-S-020Guest Damage in F & B

5、OutletsFB-S-021F & B Discount Card ProgramFB-S-022Dress Code for F & B OutletsFB-S-023Hours of OperationFB-S-024Competitive ShoppingFB-S-025Ordering of flowers for guestsFB-S-026Ordering of foodFB-S-027Checking of the Cashiers Work at End of each shiftFB-S-028Payment Procedure Lobby LoungeFB-S-029Co

6、rkage ChargeFB-S-030Service Charge on Take Away ItemsFB-S-031Turndown Set-up and DeliveryFB-S-032Morning Complimentary Tea and CoffeeFB-S-033VIP Chinese Private Dining Room (PDR) set-upFB-S-034Opening & Closing Check List (To be drafted by department heads)FB-S-035Beverage RequisitionsFB-S-036Standa

7、rd Procedure for Ordering BeverageFB-S-037Beverage Standard for measurementFB-S-038Banquet Furniture LayoutFB-S-039Handling of Conference/Banquet DeliveriesFB-S-040Use of Executive LoungeFB-S-041Accounts and Report ProceduresFB-S-042Confirmation of Banquet Event Order DetailsFB-S-043Checking the Wor

8、k EnvironmentFB-S-044Take Away Items PolicyFB-S-045Recycling ProcessFB-S-046Table Top PhotographsFB-S-047Stock TakingFB-S-048Welcome Drink Coupons餐饮部服务涉及：餐饮服务-006证明及服务培训餐饮服务-007品牌标准审核/清淡（自我审核） 餐饮服务-008管理员的职责审核（自我审核）餐饮服务-009贵宾到达行李指导方针餐饮服务-010饮料品牌标准培训餐饮服务-011餐饮部各部门预定餐饮服务-012餐饮部投诉处理餐饮服务-013日常布草的撤换和送洗餐饮

9、服务-014碎布方针餐饮服务-015尝味员餐饮服务-016服务托盘的传递和使用程序餐饮服务-017小费的分发餐饮服务-018烟草的销售餐饮服务-019为客人预定蛋糕餐饮服务-020餐饮部的客户赔偿餐饮服务-021餐饮部折扣卡的计划餐饮服务-022为餐饮部各部门制定代码餐饮服务-023操作时间餐饮服务-024竞争的购买餐饮服务-025为客人定鲜花餐饮服务-026预订食物餐饮服务-027在每天下班时检查收银员的工作餐饮服务-028付款方式大堂休息室餐饮服务-029开瓶费餐饮服务-030带走条款中的服务费餐饮服务-031换下摆台并发送餐饮服务-032慰问开茶或咖啡餐饮服务-033中式贵宾私人饭厅摆台

10、餐饮服务-034打开或关闭检查清单（由部门主任拟草稿）餐饮服务-035饮品需求餐饮服务-036饮料预定的标准程序餐饮服务-037饮品标准量度餐饮服务-038宴会家具布局餐饮服务-039处理会议及宴会服务的发货餐饮服务-040使用行政走廊餐饮服务-041账目及汇报程序餐饮服务-042确认宴会预定事项的细节餐饮服务-043检查工作环境餐饮服务-044取走项目方针餐饮服务-045回收程序餐饮服务-046桌面图片餐饮服务-047存货的取用餐饮服务-048饮料优惠券Food and Beverage kitchen related:FB-K-001Certification of Food handle

11、rsFB-K-002Self Audit Brand Standards Audit / Checklist (Self Audit)FB-K-003Audit Responsibility for controllers (Self Audit)FB-K-004VIP Arrival Package guidelines (International0FB-K-005Taste PanelsFB-K-006Ordering of cakes for guestsFB-K-007 International Associate Discount programFB-K-008Hours of

12、OperationFB-K-009Competitive ShoppingFB-K-010Standard Operating Procedure for ordering foodFB-K-011Service charge on take away itemsFB-K-012Turndown Set-up and DeliveryFB-K-013Morning Complimentary Tea and CoffeeFB-K-014Opening & Closing Check List (To be drafted by headchefs)FB-K-015Beverage Requis

13、itionsFB-K-016Standard Procedure for Ordering BeverageFB-K-017Use of Executive LoungeFB-K-018Confirmation of Banquet Event Order DetailsFB-K-019Checking the Work EnvironmentFB-K-020Take Away Items PolicyFB-K-021Recycling ProcessFB-K-022Table Top PhotographsFB-K-023Stock Taking厨房餐饮涉及;餐饮部厨房-001食物处理证明餐

14、饮部厨房-002品牌标准自我审核标准清单餐饮部厨房-003管理员的职责审核餐饮部厨房-004贵宾到达行李指南餐饮部厨房-005尝味员餐饮部厨房-006为客人预定蛋糕餐饮部厨房-007员工折扣计划餐饮部厨房-008操作时间餐饮部厨房-009购买竞争餐饮部厨房-010预定食物的标准操作程序餐饮部厨房-011带走条款上的服务费餐饮部厨房-012换下摆台并发送餐饮部厨房-013慰问开茶及咖啡餐饮部厨房-014打开或关闭检查清单（由部门主任拟草稿）餐饮部厨房-015饮品需求餐饮部厨房-016预订饮品的标准程序餐饮部厨房-017使用行政走廊餐饮部厨房-018确认宴会预定事项的细节餐饮部厨房-019检查工作

15、环境餐饮部厨房-020取走项目方针餐饮部厨房-021回收程序餐饮部厨房-022桌面图片餐饮部厨房-023存货的取用Food and Beverage general related:FB-G- 001Associates Cafeteria餐饮概要涉及：餐饮部概要-001与自助餐厅相结合LOCAL STANDARD OPERATING PROCEDURE当地的标准操作程序Subject: Departmental orientation checklist for the first 30 days of each position题目; 部门前30天职位定位的清单LSOP No: FB-Tr

16、aining-001Effective Date : Prior to the hotel opening当地标准操作程序编号：餐饮部-培训-001有效日期：酒店开张之前Date: August 2007Issued By : Food & Beverage Director日期：2007年8月Page: 1 of 1页数：第一页Objective:To ensure that each new Howard Johnson associate undergoes a structured welcome process and introduction to his or her new d

17、epartment. To teach and ensure each associate understands the departmental working procedures, Howard Johnson philosophy and will be able to work effectively in the team after the 30 days period.目标：确保每一个与*有联系的下属机构的新进人员在各自部门的欢迎过程和介绍。教导并确保每一员工对部门工作程序的了解。*的观念将会使30天后的团队工作更加有效。Policy:It is the policy of

18、hat each new associate will sign off after the first 30 days of orientation together with his/her respective manager and departmental trainer the departmental orientation checklist. This list to be counter signed by the F&B director / Executive Chef and Director of HR and kept on file in the HR offi

19、ce 政策:与每一个新员工的互动将在开始的30天后停止，与各自的经理和部门的培训者一起定位审核清单。这张清单如同餐饮总监或行政主厨或人力资源总监安排的计算器，保存在人力资源部的办公室。It is the responsibility of the departmental trainer and department head that each new associate will receive this important first 30 days orientation training.让每个新进人员接受这项重要的定位培训是部门培训者和部门领导的职责。Procedures:程序：1

20、Each department head is responsible to draft his department 30 days Orientation checklist(s) for each respective position. These list(s) to be reviewed with the F&B director and HR Director. 每个部门的领导有责任去拟写他部门各个岗位的定位核查清单。餐饮部总监和人力资源总监将会接收到这些清单。2The departmental Training Manager(s) to fully understand e

21、ach point on the list部门培训经理应熟知清单上的每一点3The list to be made bi-lingual 清单必须是两种语言的4Each new associate has to sign of with the Department Head and Departmental trainer the orientation checklist latest 35 days after the new hire started在新雇用开始的35天内，每一项新的合作必须由部门领导或部门培训者在定位核查清单上签名。5The 30 days Orientation c

22、hecklist to be counter signed by the F&B director / Executive chef and DOHR and to be filed in the HR office.这30天的定位核查清单如同餐饮部总监/行政主厨/人力资源总监安排的计算器，存放在人力资源办公室。LOCAL STANDARD OPERATING PROCEDURE当地标准操作程序Subject: Departmental trainer assigned for each department题目：部门培训者安排各自的部门LSOP No: FB-Training-002Effe

23、ctive Date : Prior to the hotel opening当地标准操作程序:餐饮部-培训-002有效日期：在酒店开张之前Date: August 2007Issued By : Food & Beverage Director日期：2007年8月发布：餐饮部总监Page: 1 of 1页数：第一页Objective:To ensure that each department has one appointed person who is the key person to monitor and schedule various on the job trainings.

24、 Please note that ultimately the department head and his management team are responsible for trainings.目标：确保每一个部门指定一个关键的人去监控和安排各种工作培训。请基本记录部门的领导及他的管理团队培训的责任。Policy:It is the policy of the * that each department has an appointed departmental trainer who is the key person for training related subjects

25、.政策:每一个部门指定一个关键的培训者负责培训有关的科目，这是*的政策。Compensation:赔偿：An appropriate compensation package will be developed for the departmental trainers to cover additional time spend on training etc. (To be reviewed with DOHR and management team)部门培训者掩盖利用额外的时间来培训，一旦被揭露将做出适当的赔偿。Procedures:程序：1Due to the opening of t

26、he hotel, particular in the first six months of operations, the department head, assistant manager(s) and team leader(s) have to play an active role to support the departmental trainer由于酒店的开张，特别是在前六个月的运作期。部门的领导，经理助理，团队的领导不得不扮演一个积极的角色去支持部门的培训者。2The department head to recommend one or two persons out

27、of his/her respective team to become the Departmental Trainer(s).部门领导在各自的部门推荐一到两个人成为部门培训者。3The departmental trainer to be familiar with the department and to be at least on a team leader level部门的培训者熟悉其部门，至少在团队中处于领导水平。LOCAL STANDARD OPERATING PROCEDURE当地标准操作程序Subject: Monthly “Daily 15 minutes traini

28、ng plan”题目：每月日常15分钟的培训计划LSOP No: FB-Training-003Effective Date : Prior to the hotel opening当地标准操作程序：餐饮部-培训-003有效日期：在酒店开张之前Date: August 2007Issued By : Food & Beverage Director日期：2007年8月发布：餐饮部总监Page: 1 of 1页数：第一页Objective:To ensure that each department has prepared one month ahead a daily 15 minutes

29、training plan for the upcoming month. The daily 15 minutes training plan for that particular month to be displayed at a visible place for all associates. 目标：确保每一个部门提前一个月准备下一个月的每日15分钟的培训计划。这份日常15分钟的培训计划将详细地陈列所有的合作在一个看得见的地方。Policy:It is the policy of the * that each department has a daily 15 minutes t

30、raining plan prepared for the upcoming month and that DAILY 15 minutes of training will be conducted.每个部门为下个月的每日15分钟培训计划做好准备，这是*酒店的政策。每日15分钟的培训计划将被执行。Procedures:1 Each department to prepare its own training topics for the upcoming month for the daily 15 minutes training.2 At the 15th of each month t

31、he next month 15 minutes daily training schedule to be submitted to the F&B office and HR office3 Please use attached layout for the monthly schedule. 4 Mention clearly for each day who will conduct the training and if possible the time 5 Fill out the attached daily 15 minutes training attendance re

32、cord form.6 Daily 15 minutes attendance record form to be filed in a separate file and to be submitted to the F&B office daily together with the logbook.7 Although each department head can determine his/her training topics for the upcoming month a minimum of the below topics has to be listed in each

33、 monthly 15 minutes daily training schedule.程序：1 每一个部门为下个月的每日15分钟培训准备好自己的题目。2 餐饮部办公室和人力资源办公室需服从每月及下个月15号的每日15分钟的培训安排。3 请将每月的安排付诸于行动。4 填写好每日15分钟的培训出席记录表。5 如果时间允许的话，清楚地提醒员工执行培训内容。6 每日15分钟的培训出席记录表将被保存在独立的文件夹内并与餐饮部办公室的日志放在一起。7 即使每个部门的领导将决定即将来临的下个月的他/她的培训题目，但以下的题目必须列入每月15分钟日常培训的安排中。Topic 题目Minimum times

34、to be trained per month每月需培训的最少时间Us versus the competition我们面对的竞争How are we doing?我们做的如何？How is the competition doing?对手做的如何？Competitor promotions竞争者的进步2 times a month to be taught每个月被教育两次* S.O.P and L.S.O.P review*的标准操作程序和当地标准操作程序的评论8 times a month to be taught每个月被教育八次* Balance Score card results:(

35、GSS, OAS, Revenue, Market Share)*平衡计分卡片结果（顾客服务满意度，收入，市场份额）4 times a month to be taught每个月被教育四次* Brand Standards Review*品牌标准评论2 times a month to be taught每个月被教育两次(See Food and Beverage 15 minutes Daily Training Calendar format next page)（翻看日历形式的餐饮部每日15分钟的培训）Food and Beverage 15 minutes Daily Training

36、 Calendar餐饮部每日15分钟培训日历Month: January 2003 (Sample format)月份：2003年1月（样式）Week / Theme周次/题目Sunday星期日Monday星期一Tuesday星期二Wednesday星期三Thursday星期四Friday星期五Saturday星期六 Week 1 第一周Balance Score-card results平衡计分卡片结果GSS results客户服务满意度AOS resultsMarket Share市场份额Revenue/budget收入/预算(Minimum 4 times each month)（每月至

37、少四次）1 Balance score card平衡计分卡片结果2 S.O.P标准操作程序L.S.O.P 当地标准操作程序3Us versus竞争对手Competition竞争3Week 2 第二周Us versus competition!与我们竞争的对手How are we doing?我们做的如何？Competition results?竞争的结果Competition promotions?竞争的提升Our competitor set?我们竞争对手的装置(Minimum 2 times each month)每月最少两次56S.O.P标准操作程序L.S.O.P当地标准操作程序 7*B

38、rand Standards*品牌标准89Balance score card平衡计分卡片10S.O.P标准操作程序L.S.O.P 当地标准操作程序11Week 3 第三周Review of:复习：* S.O.P*标准操作程序L.S.O.P 当地标准操作程序(Minimum 8 times each month)每月至少8次12S.O.P标准操作程序L.S.O.P当地标准操作程序1314Balance scoreCard平衡计分卡片15S.O.P标准操作程序L.S.O.P当地标准操作程序161718Week 4第四周Review of:复习：* Brand Standards*的品牌标准(Mi

39、nimum 2 times each month)每月至少2次19202122S.O.P标准操作程序L.S.O.P当地标准操作程序2324Balance scoreCard平衡计分卡片25S.O.P标准操作程序L.S.O.P当地标准操作程序Week 5 第五周2627*BrandStandards*品牌标准2829Us versus竞争对手Competition竞争30S.O.P 标准操作程序L.S.O.P 当地标准操作程序31Local Standard Operating Procedure当地标准操作程序Subject: Buddy system for each new hired a

40、ssociate题目：与每一位新员工的伙伴关系LSOP No:FB-Training-004Effective date: Hotel opening当地标准操作程序号码：餐饮部-培训-004有效日期：酒店开张Date:August 2007Issued by: Director of F&B日期;2007年8月发布：餐饮部总监Page:1 of 1页数：第一页-Objective:To ensure that each new associate feels “welcome” and integrates fast into the new team. 目标：确保每一位新同事感受到受欢迎并

41、很快地融入到新的团体中。Policy:It is the policy of the * that each new hired associate will have a “buddy” attached to him/her for at least the first 14 days政策：每一个新来的同事将在至少前14天内，接受一个伙伴培训计划。Procedure:程序：1. Department head assigns an appropriate Buddy for each new hired associate部门领导将为每一个新的同事安排合适的伙伴培训。2. The “Bud

42、dy” to follow the same schedule as the new associate for at least the first two weeks 作为新的员工在至少前两周内要服从同样的安排。3. The “Buddy” responsibility is to show the new associate around, introduce him/her to others and to dine for at least the first week with the new associate to ensure that the new associates

43、integrates fast and efficient into the team伙伴培训的责任在于带新的同事到处看看，介绍他/她给其他人，至少在一周内与他/她一同吃饭，确保新员工快速，有效地加入团队中。4. Together with the Departmental trainer the Buddy responsibility is to teach the new associate the ins and outs of the department based on the departmental orientation schedule for the first 30

44、days of each position.根据每一个职位前30天的定位安排，与部门培训者一起，其伙伴有责任去教导新的同事有关部门内部与外部的事项。Local Standard Operating Procedure当地标准操作程序Subject: Monthly Department Meeting题目：每月部门会议LSOP No : FB-Training-005Effective Date: Hotel opening当地标准操作程序：餐饮部-培训-005有效时间:酒店开张Date: August 2007Issued By : Food & Beverage Director日期:20

45、07年8月发布：餐饮部总监Page : 1of1页数：第一页Objective: To ensure efficient monthly department meetings are held in which the department head shares various information with his/her team and works on a plan of action to continuously improve the performance of the department.目标:确保部门月会议的有效举行，部门领导与他或她的团队分享各种信息，并按照计划执

46、行工作并不断地提高部门的业绩。Policy:It is the policy of the * that each department has at least once a month a structured departmental meeting in which meeting minutes are made as well a plan of action with due dates etc.政策：每一个部门每月至少组织一次部门会议去制定到期执行的计划，这是苏州中新*酒店的政策。Procedures:程序：1. Date, Venue etc. of the departme

47、ntal meeting to be scheduled by the department head部门会议的日期，地点等等的安排由每个部门的领导安排。2. At least two days PRIOR to the meeting the department head has to inform the F&B office of the meeting date, venue, time and to submit a short agenda to the F&B office.至少提前两天，部门的领导向餐饮部办公室递交会议日期，地点，时间，并递交一份简短的议程给餐饮部办公室。3.

48、 The meeting to be shared by the department head unless the department head is on leave or has other urgent obligations. Guest speakers can be invited at any time.部门领导将出席会议除非部门的领导不在或有其它紧急的事务。发言的客人能随时被邀请。4. Department head to ensure to hand out a short AGENDA to his team minimum two days prior to ens

49、ure that all those have to attend come PREPARED and know what will be discussed. Preparation is the KEY to EFFECTIVE meetings!部门领导确保提前两天分发一份简短的议程，并确保所有即将参加会议的人 在来之前准备好并知道要讨论的事项。准备是有效会议的关键。5. Meeting to start ON TIME and to last maximum one and half hour 会议按时开始，最长持续一个半小时。6. Basic points to be shared

50、during this meeting: Achievements made / Celebrations Current promotions and upcoming promotions/important events Guest (Internal and External feedback) (GSS results for example) Last month departmental performance (Budget, cost, turn-over) Points to be improved and action plan with deadlines and na

51、mes在会议期间共享的基本要点： 成功地完成/庆祝 目前的进步及将来的进步/重要的事项 客人（内外的反馈）（顾客服务满意程度结果举例） 指出要提高的执行计划的名称和最终期限。 7. Meetings can be held in available banquet function rooms, however all bookings to be confirmed and checked by the Event Management team. 会议可以在空的宴会室举行，但必须由管理部门确认并检查所有的预定。8. In case meetings are held in the banq

52、uet function rooms, all those who attend to ensure proper behavior in all public areas and to avoid any guest disturbance万一在宴会厅内举行会议，确保所有的在公共区域的正当行为并避免客人的任何打扰。9. During each department briefing MEETING MINUTES have to be made BILINGUAL and a copy of the meeting minutes to be forwarded to the F&B off

53、ice, Executive office and HR office latest three days after the meeting每一次的会议必须使用两种语言，并在会议结束后的三天内复印一份给餐饮部办公室，行政办公室和人力资源办公室。10. Meeting minutes maximum to be two A4 pages in an easy to read format会议记录最多两张A4的纸，且制成容易阅读的形式。11. To list down the names of who attended the meeting and who did not需记下出席及未出席人的姓名。Local Standard Operating Procedure当地标准操作程序Subject: certification for food handlers题目：食品的加工证明LSOP No : FB-S-006Effective Date: Hotel opening FB-K-001有效日期：当地的标准操作程序：餐饮部-服务-006 餐饮部-厨房-001Date: