酒店餐饮部服务员操作培训 餐饮部快速服务程序FO-ES-015-工程服务Engineering Service

1、酒店管理手册餐饮部快速服务程序酒店管理之家酒店餐饮酒店管理之家FOOD & Beverage餐饮部标准操作程序Policy & Procedure酒店管理之家国际酒店管理手册餐饮总监全面负责餐饮部的总体行政管理和运营，直接对总经理负责，负责制定餐饮部长期、短期的年度和月度计划，执行质量标准，组织、督促完成各项任务和经营指标，保证员工工作表现良好，确保客人对我们的服务感到满意；并对月度、年度经营情况作分析并报总经理。负责分析餐饮市场，制定餐饮促销计划和长、短期经营预算，主持建立并完善各项规章制度、服务程序及标准，并指挥实施；根据饭店客源状况和市场变化，与市场销售总监及行政总厨（厨师长）共同制订全

2、年及各月、各季食品节、食品周活动计划及推销计划；并严格检查、督导下属各分部日常经营、管理工作。定期深入各部门听取汇报并检查工作情况，宏观控制餐饮部收支状况，监督采购及盘点，进行有效的成本控制。餐饮部经理岗位职责：全面负责餐饮部的食品饮料生产和服务的计划、组织和管理工作，保证日常业务正常地开展；与主厨师长一起进行菜单的筹划和确定菜肴的价格，不断推出新的菜肴品种；研究餐饮市场的动态和顾客的需求，有针对性地开发和改善餐饮产品服务；指挥主厨师长对厨房生产作好周密的计划，组织厨房生产，提高菜肴质量、减少生产中的浪费；督导餐厅、酒吧和厅面经理组织好餐饮的服务工作，提高餐饮服务质量；加强对膳务管理的领导，做

3、好保障餐饮生产、服务的后勤工作。每周与厨师长、采购员一起巡视市场，检查库存物资，了解存货和市场行情，对餐饮物资和设备的采购、验收和贮存进行严格的控制；全面负责餐饮成本和费用的控制。每周召开餐饮成本分析会，审查菜肴和酒水的成本情况；计划和组织餐饮的推销活动，扩大餐饮销售渠道，增加餐饮收入；都督餐饮区的环境卫生管理，餐具和食品卫生管理和安全防火管理工作。10）全面负责餐饮部人员的劳动组织和安排，对本部门职工的工作表现进行评估，监督部门培训计划的执行，实施有效的激励手段。STANDARD OPERATING PROCEDURES标准操作程序标准操作程序Subject: Engineering Ser

4、vice Effective Date: Policy No: FO-ES-015Issued by: FOMPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjectives 目标The Express Services is to create customer loyalty by offering guests dependable and efficient delivery of service, informat

5、ion and problem resolution.The Express Services concept is to promote the coordinated use of the hotels resources to increase operational efficiency.Policy Statement政策阐述The Express Services has to create customer loyalty by offering guests dependable and efficient delivery of service, information an

6、d problem resolution.Procedures程序ENGINEERING SERVICE工程部服务Greeting base on Howard Johnson All Suites Suzhou standard.The agent should mention the guest name at least 3 (three) times during the conversation, if know with polite and friendly manner.Listen the guest request attentively and reconfirm wit

7、h the guest for any request to avoid any mistake.Ensure to give estimate time of delivery base on hotel occupancy wise and inform to related department accordingly Offer additional assistance, if the guest agrees then follows up to related department immediately.Thank to the guestAfter the time of e

8、stimation is finish, the agent must reconfirm to the guest whether the service has been delivered to the guest or not by calling the guest for confirmation.Any other department related, must give the information to Express Services once they finished with the service to the guest.Bathtub/Basin Overf

9、low, Bathtub/Basin Stuck, Shower Machine out of order, Night stool Stuck浴盆/面盆溢水、浴盆/面盆堵塞、淋浴故障、恭桶堵塞 Express Service : “Nihao, Express Services, Ari Speaking (agent name), How may I assist you Mr. Lee (Guest name if know)?”Guest: “Yes, my rooms bathtub is overflowing. Please have it fix”.AYS Agent: Cer

10、tainly, Mr. Lee. I do apologize for inconvenience. We will send someone to fix it for you at earliest time. (Express Services Agent should immediately inform the Guest Service Manager/Hotel Assistant Manager to contact the guest for courtesy and do the recovery, and meanwhile contact with Duty Engineer to get the bathtub repaired as so