WelcometoBanquet喜来登培训资料

1、 BANQUET宴会厅欢送您TRAINING MANUAL培训手册THE BUDDY SYSTEM伙伴制度The Buddy system has been set in place to work in with the Banquet Training Manual (BQTTM). The Buddy will be roistered the same shifts as the new employee and liaise with the shift leader as to how they progress.这个伙伴体系是与宴会厅的员工手册相配套的，伙伴会和员工一起工作，并把

2、员工的学习进程汇报给上级领导。Responsibility of a buddy is to make sure the new employee understands procedures of Banquet and how to follow standards set in place as outlined in the BQTTM.对于一个伙伴的责任来说，是要确保员工明白宴会厅的操作程序并能依据宴会厅的培训手册中的大纲规定的标准实际操作。The outcome of this training manual will ensure that the new employee is

3、 competent inall areas of the department. A clear understanding will be established firstly, of Back of House procedures before they venture into service. This will create a professional and positive outlook by all.这个培训手册的目的是确保员工能胜任部门的全部工作。员工实际效劳之前会很清楚的了解餐厅的程序，这将给大家制造一个专业的、乐观的工作环境。YOUR BUDDY IS你的伙伴是

4、Job Description工作职责STAR Care Service Program喜达屋关爱效劳MANUAL OUTLINE手册名目Basic Knowledge for New Employees宴会厅员工需把握的根本学问*Western Service 西餐效劳Menu & Description自助餐菜单学问Table Top Setting, Station Set up and Pantry Set up桌面摆台，整理边柜和备餐间Service Procedure效劳程序*Chinese Service 中餐效劳Menu & Description中餐菜单学问Table Top

5、 Setting, Station Set up and Pantry Set up桌面摆台，整理边柜和备餐间Service Procedure效劳程序*Meeting and Coffee Break Service 会议效劳Varieties of meeting set up各种会议的台型Service Sequence for Meeting会议效劳程序Banquet Tables宴会桌子Mi en place for coffee break咖啡台布置所需餐具Beverage 饮料单Beverage List饮料单JOB DESCRIPTION工作职责SUMMARY OF POSIT

6、IONS:职责说明To provide 5 Star hospitality food and beverage service, throughout the Banquet,maximizing guests experience, using Starwood Cares.运用 STAR(喜达屋关爱来宾效劳打算)来表达五星级的餐饮效劳，使客人能在宴会厅得到最正确的感受。SCOPE大纲To ensure guest satisfaction by providing excellent food and beverage service,in a friendly, competent a

7、nd professional manner. Promoting a fun work environment and being a team player. The employee will also have a chance to multi- skill in other F&B outlets.优秀的餐饮效劳必需具备友善、自信与专业的水准从而向客人供给满足的效劳。制造开心的工作环境，融入集体并成为集体的一员，员工也可以有时机去餐饮部其他部门学习更多的技能。Upon completion of training, the employees will be empowered t

8、o resolve guests issues, in accordance with the STAR standards, before approaching the Shift Leader for assistance.完成培训后，即使在没有领导的帮助下，也能运用喜达屋关爱来宾效劳打算来解决客人的问题。OBJECTIVES AND ACOUNTABILITY:目标与重要事宜Learning and following Standards and Specifications of the outlets/bar.学习并运用餐厅和酒吧的根本学问。Providing feedback t

9、o Shift Leader on ways of enhancing service delivery and service process.向领班供给反响从而来提高效劳水准。A major objective of this position will be to achieve a level to be empowered to handle special requests from outlet guests.本职位的一项主要任务是运用所学的学问和所负担的职责处理客人的特别要求。SUPERVISION EXERCISED:NoneSUPERVISION RECEIVED:Repo

10、rt directly to F&B Attendant Grade 2 and the Shift Leader直接向二级效劳员和领班汇报。RESPONSIBILITY AND AUTHORITY责任和授权Demonstrate STAR Standards at all times to guests and fellow employees.每时每刻都要对客人和同事表现出喜达屋来宾关爱效劳标准。Become familiar with Restaurant/Bar Standards and Procedures and follow them accordingly.逐步生疏餐厅/酒吧

11、的效劳标准和程序，并且依照那些标准操作。Knowledge of individual menu items including basic ingredients and method of preparation.把握菜单中每一道菜的学问，包括根本原料和制作方法。Basic Food & Beverage terminology.把握餐饮的专用词语。Knowledge of Food & Beverage equipment.把握餐饮器具。Knowledge of Food and Beverage items and prices.把握食品和饮料品种和价格。Knowledge of Se

12、tting up of tables to the specified standards, for different meal periods.把握不同时间段的桌面摆放布置。Attend and comprehend information discussed during briefing sessions.开会时，参与并且领悟所争辩的内容。Maintain proper grooming in accordance with the Employee Handbook.遵守员工手册中仪表仪容的规定。Serve Food & Beverage in a friendly and prof

13、essional manner.用友善和专业的态度效劳客人。Wear appropriate uniforms for the area, as supplied by the hotel.工作时，穿着酒店制服。Wear appropriate footwear as specified in the employee handbook.工作时，穿着酒店工作鞋。Be familiar with service facilities in the hotel. Including names of other restaurant bars and banquet rooms in the ho

14、tel.生疏酒店内的设施，包括其它餐厅酒吧和宴会厅名字。Be aware of any special events in the hotel.能够知道酒店特别大事。Endeavor to remember guests names and address them by their surname.尽可能地记住客人名字，并且用他们的姓来称呼。Prepare mis- en- place for all meal periods为每一餐预备所需餐具，器皿，刀叉等用具。Report any guest feedback to the supervisor on duty.向当班主管汇报客人的反响

15、意见。Ensure that work area is clean at all times.在每时每刻都要保持工作区域的清洁。Ensure careful handling of equipment and linen as well as following S&Ps forlinen exchange要确保用具和布草交接工作的准确性。PREFERED KNOWLEDGE/QUALIFIATIONS:员工资力/条件High School Certificate高中学历Tourism School Certificate旅游学校学历Working knowledge of English F

16、luency in English will be a definite advantage与工作相关的英语学问-英语会话流利者优先。F&B Service experience preferred but not essential 最好有餐饮效劳阅历。STAR喜达屋关爱来宾效劳打算STARWOOD CARESSTAR 效劳标准 1 STAR Service Standards 1微笑与问候Smile and GreetSTAR 效劳标准 2 STAR Service Standards 2交谈与倾听Talk and ListenSTAR 效劳标准 3 STAR Service Standa

17、rds 3答复客人问题与估量客人需求Answer and AnticipateSTAR 效劳标准 4 STAR Service Standards 4 解决问题和 WOW 补救系统Resolve and WOW RecoveryBANQUET BASIC KNOWLEDGE FOR NEW EMPLOYEES宴会厅员工所需把握的根本学问Location of Ballroom North, Ballroom Center and Ballroom South, Pre function Area, Banquet Bar, Banquet Stewarding, Banquet Store,

18、Conference Room1 & 2 and Boardroom 1 to 6Location of Toilet near to meeting roomss No. Of Banquet like Mangers and Shift Leaders and How to Location of Store on Level 1 & 2Time Sheet and RosterName of his/her colleges同事英文名字Location of Chinese restaurant, Chinese kitchen, Western kitchen, Banquet, St

19、ewarding, Rivas, Celestial Court, Garden Brasserie,中餐厅，中厨房，西厨房，宴会厅，管事部，利威士的方位Understand the security responsibilities of Banquet and Location of Fire-Proofing Doors了解宴会厅的安全责任及防火门所处的位置。Know the opening time of each outlet in F&B了解餐饮部其它部门的营业时间Chinaware: 瓷器Ashtray 烟缸B/B Plate 面包盘Coffee Cup 咖啡杯Coffee Sa

20、ucer 咖啡底盘Creamer Jug 奶缸Dessert Plate 甜品盘Dinner Plate 主食盘Food & Beverage Equipment餐饮用具Espresso Cup 意式特浓咖啡杯Espresso Saucer 意式特浓咖啡底盘Salt & Pepper Shaker 盐与胡椒瓶Soup Bowl 汤碗Sugar Bowl 糖缸Toothpick Holder 牙签盅Cereal Bowl 麦片碗Butter Dish 黄油Sauce Boat 汁盅Tea Pot 茶壶Hollowware: 不锈钢用具Coffee Decanter 玻璃 咖啡壶Coffee Po

21、t 咖啡壶Coffee Urn 咖啡炉Ice Bucket 冰桶Water Pitcher 冰水桶Wine Bucket w/stand 冰酒桶Wine Craft 酒篮Flatware: 餐具Appetizer Knife 头盘刀B/B Knife 面包刀Cake Knife 蛋糕刀Cake Server 蛋糕铲Demitasse Spoon 意式特浓咖啡勺Dessert Fork 甜品叉Dessert Spoon 甜品勺Dinner Spoon 主菜勺Main Fork 主菜叉Main Knife 主菜刀Serving Fork 效劳叉Serving Spoon 效劳勺Serving To

22、ng 效劳夹Soup Ladle 汤勺Soup Spoon 汤匙Steak Knife 牛排刀Tea Spoon 茶匙Glassware:玻璃用具Champagne Flute 香槟杯Hi-Ball Glass 长饮杯Old Fashion 老式杯Red Wine Glass 红酒杯Sherry Glass 雪莉杯Tumbler 烈口杯Water Goblet 水杯 White Wine Glass 白酒杯Juice Glass 果汁杯Meeting Floor Plan会议台型布置:Theatre style (Picture Attached)剧院式布置:(附图)Apply to lect

23、ure meeting (Normally most participants)适用于讲座式会议(人数较多);LCP and Screen will be required for presentation供给投影,屏幕以供演示使用;Flexible set up, Make the best of space and be easy to add or reduce number of seats.特点:布置较机敏,充分利用空间,可随时增加(削减)与会人数; Ice water station and coffee station will be required.需要设置冰水台和咖啡台Cl

24、assroom Style (Picture Attached)教室式布置:(附图)Apply to the meeting that participants have to make note.适用与会者需作笔录的讲座式会议;LCP and Screen will be required for presentation供给投影,屏幕以供演示使用;The set-up take a lot of space and participants are limited.占用空间较多,人数受限制;Generally, Head table will be required to set up.一

25、般要设主席台;Ice water, mints, pencil, paper will be set on the table.供给冰水，薄荷糖; 铅笔和纸Theatre style and Classroom style can be mixed.与前者剧院式布置可结合使用;“U” Shape (Picture Attached)“U”字式布置:(附图)Apply to small seminar or lecture.适用小型研讨会或讲座;Normally, Low plant are required to put in center of “U” or if not, lecturer

26、 can walk freely in center of “U”中间空间较大,放置植物或者让讲师自由走动;Limited participants人数受限制。LCP and Screen will be required for presentation供给投影,屏幕以供演示使用;Ice water, mints, pencil, paper will be set on the table.供给冰水，薄荷糖; 铅笔和纸Hollow Square Picture Attached“回”字式布置:(附图)Setup of Hollow Square is similar to “U” shap

27、e, but participants can be seated around the table.根本布置同”U”字型,四周均坐人;Plants will be required to place in the center.中间空间较大,布置植物装饰;LCP and Screen will not be required generally.一般不用投影,屏幕等设备;Ice water, mints, pencil, paper will be set on the table.供给冰水，薄荷糖; 铅笔和纸Long Table (Pictured Attached)长桌式布置:(附图)A

28、pply to small meeting that participants are below 20.适用于 20 人以下的小型会议;LCP can be placed on the meeting table.投影设备可直接放置在台上;Participants can be seated around table when LCP is not available.不用投影设备时可四周坐人;Flower is required on the center of table.中间可放置花装饰;Ice water, mints, pencil, paper will be set on th

29、e table.供给冰水，薄荷糖; 铅笔和纸Cabaret Table小圆桌式布置:(附图)Apply to training that there are fewer participants.适用与人数较少的培训讲座;Easily change set up相对机敏,改动便利;It incarnate the vibrant atmosphere and pay attention to participation of attendee表达培训活泼气氛,留意与会人员的参与; More Flip Chart will be required.一般供给较多夹纸板;Ice water, min

30、ts, pencil, paper will be set on the table.供给冰水，薄荷糖; 铅笔和纸Others Style (Picture Attached)其他形式布置:(附图)Fish Bone is basically same to classroom style.鱼骨式布置;根本同教室式布置;Double “U” shape双”U”字式布置;Pre-meeting Preparations会议前预备工作:Meeting Service Sequence会议效劳流程：Open the meeting room half an hour before meeting s

31、tarts提前半小时以上翻开会议室;Check the room temperature, lights and airiness.检查会议室温度，灯光以及通风状况。Notify Engineer Department to adjust air-condition or lights.通知工程部(空调,灯光);Prepare the ice water预备冰水;Check the microphone, power and other AV equipments.会前检查麦克风,电源等 A.V 设备; Test AV equipments.AV 设备的调试;Know organizers n

32、ame.了解会议组织者的名字;Communicate with meeting organizer to realize whole meeting course.与会议组织者沟通,了解会议进程;Know the time and place of guests dining after meeting.了解客人会议完毕后的用餐地点和时间。Read the BEO sheet to know the way of payment and total expense of this meeting.看一下宴会与订单，了解付款方式以及本次会议的全部费用。Check the coffee break

33、 station and reconfirm the start-time of coffee break with organizer.检查茶歇台的布置,和会议组织者确定茶歇时间; Welcome the meeting participants at entrance of room. 在会场门口等待会议开头;In the meeting.会议进展中:Adjust the lights when guests do the presentation.手动灯光的调整(特别是使用投影时的灯光);Help the guests to pass the microphone during the

34、Q&A向与会者准时供给麦克风效劳; Provide the Fax and Copy Service. 供给 和复印效劳Resolve the emergency correctly during the meeting.正确处理睬议中的突发大事:Lights, Microphone and AV equipments Problems:灯光，麦克风及 AV 设备问题：Dial 8127 and inform AV Engineer to adjust.拨打分机 8127，通知 AV 工程师调整。Air-Condition problems空调问题：Dial 8104 and inform D

35、uty Engineer to adjust.拨打分机 8104，通知值班工程师调整。Noise Problems： 噪音问题：Find where the noise is made, ask the relevant people to stop or inform relevant department.确认是那里发出的噪音，告知相关人员马上停顿操作，或通知相关部门。Some problems you canrtesolve.：一些你无法解决的问题：Asks your manager, shift leader or senior staff to help you to resolve

36、.告知你的经理，领班或老练员工帮助你解决。Meeting Refreshment:会议中场休息再预备工作:Change water goblet and refill the ice water.水杯和冰水的再预备; Clean the table.清理睬场桌面;Refill the mints, paper, pencil or flipchart paper etc.补充薄荷糖; 补充会议用品,纸,笔等Clean the coffee break station and refill the milk, sugar, coffee beans, water etc.清理补充茶歇台, 补充牛

37、奶，糖，咖啡豆，水等。Check AV equipment and change the battery for microphone.检查 A.V 和麦克风电源,即使更换电池.Lead guests to restaurant where their meal has been reserved.客人假设在酒店别的餐厅用餐,应准时为客人带路;Check the meeting room floor, and inform PA to clean if it is dirty.假设觉察会议室地面不清洁准时通知客房部公共卫生前来清扫;Bill Settlement会议帐单:Print the b

38、ill according to the BEO sheet.依据会议要求表准时打好账单; Check the bill if it is correct.检查是否有误;Check if there is telephone fee.检查是否会议有 费用;When the meeting is over, ask the organizer to sign the bill.会议完毕后,准时找会议组织者签字或者结账;准时跟进;If there is something wrong on the bill, notify shift leader or manager to help you.假

39、设结账时有问题准时通知领班或者经理帮助处理。After organizer signing, close the bill quickly on the MICROS machine. (If pay cash, lead the organizer to Front Office to settle the bill.)会议组织者签字后,准时转入结账账号;(假设是现金准时去 3 楼总台结账)First copy of bill will be placed in Banquet Office, Second copy will be given to Front Office or Cate

40、ring Coordinator, and Third copy will be left in In-Room Dining.将结账完的账单第一联放在办公室,其次联给酒店会议接待或者前台,第三联留在客房送餐部;Reset the meeting room for second daymeeting会议完毕再预备工作:After wash and wipe the water goblet, reset on the table.清洗擦干水背后，将水杯重设于桌上。Water pitchers shall be cleaned, and keep them into the pantry cab

41、inet.冰水壶清洗收入边柜; Clean the meeting table. 清理睬议桌面;Refill Mints, pepper, pencil etc.完全补充薄荷糖,纸,笔等;Clean the coffee break station, and refill coffee beans and sugar.清理并补充茶歇台;Switch off the AV equipment.关闭 A.V 设备电源;Keep the Microphone and precious AV equipment into cabinet.收好麦克风,及贵重 A.V 设备进边柜锁好;Check if t

42、here is something guests left, help to keep and leave the message to next shift.检查是否有客人遗留物品,帮助收好,并在留言本上留言;Shut down the air- condition and lights; lock the door of meeting room.关闭空调,灯光并锁好门;Cleaning of Function Rooms会议完毕清场工作:Clean up the water goblet and water pitcher.收齐水杯,冰水壶;Clean the meeting table

43、s and collect mints and meeting articles that we can use again.清理桌面,收齐薄荷糖及尚能用的会议用品; Send the dirty coffee cups to stewarding.收齐茶歇用品给管事部;Notify AV engineer to collect the AV equipments and microphone.通知弱电工程师收 A.V 设备及麦克风;Inform Duty Engineer to switch off air-condition.通知工程部关闭空调等;collect IBM table cov

44、er and chair cover.收齐桌套,椅套;Send the banquet table to banquet store.必要时将会议桌装车收入仓库;Collect all extensive line and adaptor to store收齐电源插口及拖线板入仓库;Check the meeting room facilities and see if there is any breakage on the carpet.检查会场设备,地面是否有破损;Beer 啤酒Becks 贝克Budweiser 百威Carlsberg 嘉士伯Tiger 虎牌Asahi 朝日Premiu

45、m 特级啤酒Corona 墨西哥克罗娜Guinness 健力士黑啤Heineken 喜力Steinlager 世好Draft 生啤Fosters 富士达Domestic 国产啤酒Tsing Tao 青岛Non Alcohol Beer 低酒精啤酒Miller Sharps 美乐清啤Soft Drinks & Mineral Water 软饮&矿泉水Chilled Bottled Juices (Apple, Tomato, Orange, Pineapple, Grapefruit)冰冻桶装果汁(苹果汁，番茄汁，橙汁，菠萝汁，西柚汁) Freshly Squeezed Juices (Oran

46、ge, Carrot, Water Melon)鲜榨果汁(橙汁，胡萝卜汁，西瓜汁)Soft Drinks (Coca Cola/Diet Coke, Sprite, Fanta, Ginger Ale, Tonic Water, Soda Water)软饮料 (可乐，雪碧，芬达，干姜水，汤力水，苏打水) Domestic Mineral Water (Lao Shan)国产矿泉水 (崂山)Imported Mineral Water (Evian, Perrier, San Pellegrino，Watsons Distilled Water)进口矿泉水(依云，巴黎，圣培露, 屈臣氏蒸馏水)

47、Coconut Milk 椰奶Oolong Tea 乌龙茶Tea茶Herbal & Aromatic Teas (Mint, Jasmine, Earl Grey, English Breakfast, Camomile， Ginseng Tea)香料茶(薄荷茶，茉莉花茶，豪门伯爵茶，英式早餐茶，甘菊茶，人参茶) Chinese Green Tea (Long Jing, Bi Luo Chun， Mao Fen)中国绿茶(龙井，碧螺春，毛峰)Coffee咖啡Freshly Brewed Coffee现煮咖啡Espresso意式特浓咖啡Cappuccino 奶沫咖啡Latte伴奶咖啡Vienn

48、a Coffee 忌廉咖啡Service Procedure (all beverages):效劳程序(全部饮料)：*Beverages are to be delivered to the guest within three minutes of the order being taken.*客人点单后三分钟内上饮料Use a non-slip beverage tray to carry all beverages用防滑的托盘效劳饮料Load the beverage using correct procedures用正确的程序装饮料Carry the beverage tray in

49、the left hand, using waist high method to perfection and deliver drinks用左手托饮料，以腰的高度为标准。Always serve ladies first with beverages效劳饮料时以女士优先Announce each beverages as it is served在效劳时，要报每一种饮料的名字Hold glasses by the base, never by the rim拿杯子时要拿杯子底部不要拿杯口Always have a secure hold on glassware and trays whe

50、n serving效劳时要以安全的方法拿杯子或托盘Opening Wine & Champagne Bottles开葡萄酒和香槟酒*All wine bottles should be opened in front of the guests, without spilling or damaging the wine.*全部的葡萄酒瓶在客人桌前开启，不要溅洒和破坏酒瓶。Present the wine to the guest and announce the brand and style of the wine客人桌前示酒，说出酒的名字和葡萄酒类型。On approval from t

51、he guest, the wine should be opened using the following procedures用以下的程序开酒All wine should be opened in the vicinity of the table, in full view of the guest. White wine and champagne can be opened with the assistance of the ice bucket, a tray on a tray jack can be used to assist with the opening of b

52、ottles of red wine全部的酒在客人桌子四周，在客人的视线范围内。白葡萄酒和香槟放在冰桶内， 托盘架上放上托盘以有利于开酒。Table Wines:Cut hard against the rim below the lip of the bottles to neatly trim the seal. Remove the upper part of the seal and put into your bucket割去酒盖下方的封条，放入冰桶Wipe away any accumulated mould using the inner fold of the service

53、cloth. This should be done automatically even if no mould exists用折叠的口布把积聚的木屑擦掉，即使没有木屑产生，这个动作也要自动的完成。Insert the point of the corkscrew into the cork, not in the center, twisting in a clockwise direction, guiding the corkscrew to ensure it is driven straight through the center of the cork把开瓶器转入瓶塞，顺时针方

54、向旋转，引导开瓶器确保它笔直的通过瓶塞的中心。The corkscrew must not penetrate through the cork but should be screwed far enough to ensure a firm grip on the whole neck of the cork开瓶器不能刺透瓶塞，但要足够的进去，确使瓶塞能结实的吸住整个瓶颈。Fit the lever in to the lip bottle把杠杆其撬物放瓶口的边缘。Use the lever gently removes the cork. The cork must be pulled

55、straight out用开瓶器的把手取出木塞，木塞必需笔直取出。When almost removed, grip the cork in your hand, gently pulling it from the bottle, so that is does not pop当木塞快要全部取出时，用手拿住木塞，轻轻拔出，以防有“POP”的声音。Remove the cork from the corkscrew and offer it to the guest for inspection将木塞从螺旋钉上转下，请客人鉴定酒的品质。Clean the neck of the bottle

56、using a different inner fold of the service cloth用口布的内侧清洁瓶颈。Look into the neck of the bottle and remove any crumbs of cork using spiral of the waiters friends用螺旋钉把瓶颈内侧黏附的木屑取出。Coffee Making 咖啡的制作Normal Coffee: 一般的咖啡：Coffee Making & Service咖啡的制作与效劳Using coffee cup. 用咖啡杯。Press the coffee button. 按咖啡的按扭

57、。Decaffeinated Coffee:低因咖啡：Using coffee cup. 用咖啡杯。Put a spoon full of decaffeinated powder using the correct measurement into the coffee machine. 用正确的量匙将低因咖啡粉放入咖啡机。Press water button. 按水的按扭。Cappuccino:卡普契挪：Using coffee cup. 用咖啡杯。Press the cappuccino button. 按卡普契锘的按扭。Heat milk by steamer in a separate pot until it is hot and foam forms. 用蒸汽管将牛奶加热制产生泡沫。Scoop milk foam into the coffee; pour a little of the hot milk into the cup to fill the cup. 将泡沫放入咖啡；倒入少许的热牛奶以让杯加满。Sprinkle on top with cocoa powder. 撒可可粉。Caf Latte (Caf au lait):伴