星级酒店餐饮部咖啡厅操作手册

PAGE94PAGEPAGE94咖啡厅操作手册介绍FoodandBeverageisahugelydiversifiedDepartmentthathastocatertoguestsvariedneedsinapolite,friendlyandprofessionalmannerwhileatthesametimestrivingforoptimumprofitability.餐饮部是一个大部门，它要在同一时间迎合客人在礼貌、友好、专业态度上的不同要求。同时追求最佳的效益。AsthepublicbecomesmoreknowledgeablethedemandupontheFoodandBeverageDepartmenttosatisfytheirneedsbecomesagreaterchallenge.Tomeetthischallengeweneedtoprovideourguestswithaqualityofserviceandproductthatissecondtonone.当相关政策被人们所广泛熟悉的同时，餐饮部在满足客人的需求方面遇到的极大的挑战。为了迎接挑战，我们唯一能做的就是给我们的客人提供高质量的服务和产品。ToachievethistheFoodandBeverageDepartmentneedstosetstandardsforqualityofserviceandproduct.为了实现这一目标，餐饮部制定了一系列有关服务和产品的标准。Thismanualhasbeenstructuredinauser-friendlyformat.Givingvariousjobdescriptionsandjoblistwithtasksandservicestandardsrelevanttothatposition.这些准则有相当友好的界面格式。对不同的工作岗位进行了描述，列出了每个岗位的工作职责以及相关了服务标准。ThemainobjectiveofEZcafeistocontributetotheprofitabilityoftheFood&BeverageDepartmentaswellastomaintainastandardofperformancethatisexpectedintheentertainmentindustry.EZ咖啡厅的主要目标是在给餐饮部尽可能创收的同时，也要保持消费行业的服务水准。APPEARANCEANDGROOMING仪容仪表OURGOODIMAGEBEGINSWITHYOU树立良好形象Asastaffofcafe,youplayavitalroleinshapingthepublicimageandreputationofoneofShanghri-La’sbestrestaurants.作为咖啡厅的一名员工，你所树立良好大众形象及声誉对于这一香格里拉大酒店最好的餐厅起着致关重要的作用。Providinggoodservice,thekindofservicethatmakespeoplewanttoreturnagainandagain,entailsmuchmorethansimplyknowingyourjob.TheHospitalityIndustryplacesspecialdemandsonpersonalqualitiesandconduct,thatfewotherindustriesrequire.提供良好的服务。这种服务能够使顾客乐意再来，而不是对你的工作只停留在简单的表面认识上。比其他的行业，酒店业对于个人的品德和操守的有特别的要求。Youhavebeenemployedforyourspecificjobbecausewebelievethatyoupossessspecialskillsandqualities,whichwillmakeyouanassettothecompany.Thefollowingguidelineswillassistyouinachievingyourpersonalpresentationandgrooming,whichwillensurethatyouprojecttheprofessionalimagethatourguestsexpect.你现在所从事的是一项特别的工作。因为我们相信你具有特殊的技能，这也是你加入我们公司的原因。以下的这些规定，将会帮助你实现个人仪容仪表的塑造。以确保你能建立起客人所希望的形象。“IMAGE”vs“LOOKS”“形象”和“外表”TheEZcafeimagedealswithtwomajoraspectsofanindividual:EZ咖啡厅的形象由两个方面构成Presentation -whichentailsappearanceandgrooming外表 -包括外表和装饰Conduct -whichcoversbehavior,attitudeandetiquette操作-包括行为、态度和礼仪Certaincodesandguidelineshavebeenoutlinedinthismanualtohelpyouformulateyourownwayofrespondingtosituationsthatarisewhileyouareworking.这一手册中已列出了相关的规则可以帮助你在应对相应的工作情况。Byfollowingtheseguidelinesandbybearinginmindatalltimesthat“ourguestisthemostimportantperson”,youwillbeabletoofferthehigheststandardofservicepossible.只有准守这些准则，时刻把“客人是最重要的”牢记在心，才能尽可能地为客人提供最高标准的服务。Youareanimportantimage-maker.Thismanualwillhelpyoubelieveinyourownabilitiestoenableyoutobringoutthebestinyourselfinordertodevelopself-confidence.Notonlywillyouaddincalculablevaluetoourrestaurant,moreoverwillenableyoutobuildarewardingcareerwithinthecompany.你是致关重要形象树立者。这个手册将让你相信自己能把自己塑造到最好，从而建立自信心。这不仅能为酒店增加不可估量的价值，而且能将对你在公司中的职业生涯大有益处。PERSONALAPPEARANCE个人外表ItisafactoflifethatpeopleformtheirfirstimpressionofothersfromtheiroutwardappearanceasamemberoftheHospitalityIndustry.Initially,physicalappearancecountsmorethaninmostfields.Employeesinthisindustryworkinhighlyvisiblejobs,circulatingamongstdiscerningguests.作为酒店业的成员，人们总是通过他人的外表来建立对别人的第一印象的。外表在一开始要比任何许多方面都重要。酒店行业的员工从事的是一种门面性的工作，他的周围有着许多带有鉴赏眼光的客人。Asmartlydressed,well-groomedemployee,whohasmadethemostofhisphysicalappearance,immediatelyswaysourguests.一个穿着得体，仪表端庄的员工，将会给客人留下很好的印象。Slovenlyorcarelessgrooming,outlandishorextremehairstyle,make-upandaccessorieswillcreatealow-gradeimpressiontoourguests.相反的，外表懒散，头发不修边幅，不得体的化装和首饰都将给我们的的客人留下不好的印象。Asanemployee,youareassignedspecifictasksandresponsibilities.Inadditiontothesetasks,youareanambassadorofgoodwill.Youareexpectedtobecomecompetentinpromotinggoodguestrelationsoncertainlevels.作为一名员工，除了肩负特有的责任和任务以外，你还应是一位亲善大使。具有提升和客人的良好关系的能力。Thefollowingpersonalpresentationcodeoutlinesthegroomingstandardsexpectedforallemployees.一下是针对所有员工的着装准则。Ifanyaspectofthepersonalpresentationcodeseemsincomprehensibletoyou,donothesitatetodiscussthemwithyourDepartmentHead.如果你对里面的任何方面有什么不理解的，请不要犹豫，可以和你的部门领导共同探讨。GROOMING着装Allemployeesmustobservethefollowing:所有的员工必须遵守以下规定：Uniformsmustbewornonduty.当班的时候必须穿制服Staffmaykeepasetofuniformsintheirlockers.Theyareheldresponsiblefortakingcareoftheuniformsissuedtothem.ThesearetoreturnedtotheUniformIssuanceDept.whentheygoonleaveandshouldnotbebroughthome.员工可以在自己的柜子里留一套制服。必须妥善保管制服。当他们离岗时必须制服交还给制服保管部门而不能带回家。Nobadges,ornamentalbuttonsorjewelryandlavishaccessoriesshouldbewornontheuniformunlessissuedbythecompany.不能戴徽章，装饰性的纽扣。首饰，多余的配件必须放在公司制服里面。PERSONALHYGIENE个人卫生Goodpersonalhygienehabitsmustbeobservedatalltimes.Adailyshowerisessentialalongwiththeuseofaneffectivedeodorantoranti-perspirant.要养成良好的卫生习惯。每天洗澡对保持无体味是非常有效的。Oralhygieneisalsoessential.Yourprogrammeshouldincluderegularbrushingandflossingofteethanduseofamouthwashorbreathmintsbeforeorduringyourshift.口腔卫生也很重要。你必须有规律地刷牙，在当班前或是当班过程中使用漱口水或是口气薄荷喷雾剂。SKIN皮肤Aclearcomplexionisimportant.Ifyouhaveacne,dryskinorotherskindisorders,seekadvicefromaskincareconsultant.Otherconditionssuchascoldsores,impetigoandtinesaarenotonlyunsightly,theycanbecontagious.Ifyoususpectthatyouhaveaskindisorder,consultourMedicalDepartmentimmediately.有干净的肌肤很重要。如果你有痤疮，皮肤干燥或是其他肌肤问题，要去咨询皮肤顾问寻求解决。有些状况如感冒疮、脓疱病不仅不好看而且会传染。如果你怀疑你有皮肤问题，请到我们的医药部门查询。UNIFORMEDMALEEMPLOYEES穿制服的男员工Hair头发Mustbeneatandtidyatalltimes.Thestyleshouldbecontemporarybutneverextreme.Hairlengthmustnotextendpastthebottomoftheearlobe,collaroreyebrows.必须时刻保持干净整洁。发型可以是时尚的但不能过于夸张。头发的长度不能过耳垂及领口，留海不能过眉毛。Sideburnsareacceptable,providedthelengthdoesnotexceedpastthebottomoftheearlobeandthestyleisnotextreme.胡子的长度不能过耳垂，造型不能太夸张。要让人能够接受。Extremestyles,suchasshavedscalps,rattailsanddreadlocksarenotpermissible.所有古怪的造型，如理光头、留小辫子或长发绺都是不允许的。Stylinggelsandhairtonicsmaybeusedtoensurethathairendsremaininplace.发胶及护发素不要使用太多Yourhaircolourshouldlooknatural.Ifhighlightsorcolouringsareused,theyshouldenhanceyourhairsubtlyandnaturally.Extremefashioncoloursarenotallowed.头发的颜色看上去要自然。如果挑染或是染发，要让你的头发看上去自然细致。夸张的颜色是不允许的。Wigsandhairpiecesarepermittedprovidedtheymeettheaboverequirements.如果假发及假眉毛符合以上的标准是允许使用的。FacialHair面部的清洁Awell-shavenfaceisessential.Beardsareacceptableifkeptneatandwelltrimmed.Beardsshouldbegrowninyourowntime.Twoorthreedaygrowthisprohibited.有清洁的面部很重要。胡须如果能修剪平整是允许的。根据个人的情况对胡须进行修剪，一般不能超出两到三天。Moustachesarealsoacceptablebutmustconformtothestandardslistedbelow:留鬓角必须符合以下的标准：Neatlytrimmedandclipped修剪平整Nonarrowerthan12mm宽度不小于12毫米Thehorizontalwidthanddownwarddropmaynotextendmorethan12mm.beyondthecornersofthemouth.离嘴角四周不能少于12毫米Fingernails手指甲Mustbecleanandneatlytrimmedatalltimes.手指甲要随时保持干净，修剪平整Scent体味Cologneorafter-shave,ifused,shouldbesubtle.Itshouldnotclashwithyourdeodorant,soaportalc.可以使用一些古龙香水或是须后水，这不和你所使用的除臭剂、香皂或是滑石粉相冲突。Jewelry首饰Noearringsarepermitted.Ifanecklaceisworn,itmustbekeptinsidetheshirt.Asinglebraceletanddressring,eithersilverorgoldmaybeworn.不允许带耳环。如果有戴项链必须把它藏在衬衫的里面。只能佩带一只手镯或戒指。Adresswatch,ifworn,mustbesubtleindesign.Watchfacesmaybenolargerthan30mm.indiameterandpreferredcoloursareblack,gold,silverorwhite.如果佩带手表，表面直径不能大于30毫米。最好选用黑色、金色、银色、或是白色。Spectacles眼镜Framedstylesmustbesubtleandshouldcomplimentyourownnaturalfacialfeatures.Extremefashionstyledglassesisnotacceptable.Ifyourdoctorprescribesdarkglasses,theymaybewornprovidedthattheeyescanstillbeseen.眼镜的边框要符合个人的脸型，不能佩带造型过于夸张的眼镜。如果你的医生嘱咐你要佩带墨镜，必须确保你的眼睛还能该看清东西。Shoes鞋子Comfortableandsupportiveshoesmustbewornatalltimes.Staffshoesmustconformtothedresscodesdictatedbytheirrespectivedepartment.Shoesmustbecleanedandpolishedregularly.穿舒适平稳的鞋子。员工鞋必须符合所属部门的制服号码。鞋子要经常清洁，擦拭。Belts腰带Ifyourtrousershavebeltloops,aplainbeltmaybeworn.Thebelt’scolourshouldcloselymatchyourtrousersandbenowiderthan40mm.Oversizedorornamentalbucklesarenotpermissible.如果你的裤腰太宽的话，你必须使用腰带。腰带的颜色必须和你所穿的裤子相匹配。宽度不能超过40毫米。不允许使用过大或是带有装饰性的带扣。Undergarments衬衣Undergarmentsaretobewornatalltimes.Asingletorundershirtispermitted.Fleshorwhitecoloursarerecommended.Colouredormotifundershirtsmustbevisiblyworn.要穿衬衣。允许穿汗衫。建议穿肉色或是白色的。有颜色或是有图案的衬衣要看得见。UNIFORMEDFEMALEEMPLOYEES穿制服的女员工Hair头发Hairmustbeneatandtidyatalltimes.Thestyleshouldcontemporarybutneverextreme.Ifyouarewearinglonghair,tieitandbonditduringhoursofduty.Yourhairshouldnotblockyourvisionorcoveryouridentificationbadge.头发必须时刻保持干净整洁。发型可以时尚但不能过于古怪。如果你留长发，必须在当班的时候把头发扎起来。头发不能遮住你的视线或是你的工作牌。Extremestyles,suchasshavenscalps,rattails,twines,beadsandexaggeratedteasingarenotacceptable.造型古怪的发型，如：光头，留小辫子，扎两个辫子，麻花辫或任何怪异的梳法都不允许。Stylinggelsorhairspraysarerecommendedtoensurethathairendsstayinplace.不要使用过量的发胶及喷雾剂Yourhaircolourshouldlooknatural.Ifhighlightsorcolouringareused,theyshouldenhanceyourhairsubtlyandnaturally.Extremefashioncoloursorrevealingdarkrootsarenotpermitted.Haircolourtreatment,ifthere’sany,shouldbemaintainedasoftenasnecessary.头发的颜色要自然。如果挑染或是全染，要让你的头发看起来自然，精美。过于夸张的的颜色或是现出头根的黑色都是不允许的。如果有染颜色，要及时的补色，让颜色保持一致。Wigsandhairpiecesarepermissibleprovidedtheymeettheaboverequirements.假发及假眉毛如果符合以上的条件，可以使用。Allaccessoriessuchaspins,combsorelasticbandsshouldmatchthecolourofyourhair,whileribbonsorbowsshouldcoordinatewiththecolourofyouruniform.所有的饰物如：别针、头梳及牛皮筋都要和你头发的颜色协调。头上稠带的颜色要和你制服的颜色协调。Fingernails手指甲Mustbecleanandneatlytrimmedatalltimes.Nailpolishisnotcompulsory.Shouldyouchoosetowearnailpolish,thecolourshouldbepaleortranslucent.指甲要保持干净，修剪平整。是否涂指甲油没有强制性。如果有涂，必须选择无色或是半透明的颜色。Make-up化妆Wearingmake-upisamust.Frombothpresentationandskinprotectionpointofview,abasicmake-upshouldincludeblushorrouge,lipstick,eyeshadowandmascara.必须化妆。从外表及保护皮肤的角度出发，基本的化妆包括：胭脂、口红、眼影和眉毛膏。Alwaysapplyonlylightmake-uptoenhanceyourownnaturalfeaturesandskincomplexion.Ensurethatyoumakethemostofyourappearanceatalltimes.只要化能够体现你个人自然气质及保护皮肤的淡妆就可以了。确保时刻体现自己就完美的一面。Scent体味Perfumeorcologne,fused,shouldbesubtle.Itshouldnotclashwithyourdeodorant,soaportalc.适当使用香水。不能和你的除臭剂、香皂及滑石粉相冲。Jewelry首饰Onlyonepairofsubtle-designedearringsmaybesported,ofwhichthelengthandwidtharenomorethan20mm.indiameter.Earringswornonthenoseareunacceptable.只允许佩带一副耳环，设计精美，长度和宽度都不能超过20毫米。不允许戴鼻环。Anecklace,ifworn,isrestrictedtoasinglestrand,eithergold,silverorpearl.Anypendantordropinthechainmustbenomorethan20mm.inlengthorwidthandthedesignshouldbefaint.如果佩带项链，只能有一条。可以是金的、银的或是珍珠项链。项链的坠子长度和宽度不能超过20毫米。设计要简单。Asingledressringorbraceletoneachhandmaybewornprovidedthatthedesignsaredelicate,eithergoldorsilver.每只手只能戴一个戒指和一个手镯。必须设计精美，银的或是金的。Adresswatch,ifworn,mustbesubtleindesign.Watchfacesmaybenolargerthan20mm.indiameterandpreferredcoloursareblack,gold,silverorwhite.如果佩带手表，手表的设计必须精美。表面的直径不能超过20毫米。颜色最好是黑色、金色、银色或是白色。Spectacles.眼镜Framedstylesmustbesubtleandshouldcomplimentyourownnaturalfacialfeatures.Extremefashionstyledglassesisnotacceptable.Ifyourdoctorprescribesdarkglasses,theymaybewornprovidedthattheeyescanstillbeseen.眼镜的边框要符合个人的脸型，不能佩带造型过于夸张的眼镜。如果你的医生嘱咐你要佩带墨镜，必须确保你的眼睛还能该看清东西。Shoes鞋子Comfortableandsupportiveshoeswithaminimumheelof25mm.mustbewornatalltimes.Staffshoesmustconformtothedresscodedictatedbytheirrespectivedepartment.Shoesmustbecleanandpolishedregularly.鞋子必须要舒适，鞋跟最少要25毫米。员工鞋必须符合所属部门的制服号码。鞋子要经常清洁，擦拭。Stockings/Pantyhose.袜子Stockingsorpantyhosemustbewornatalltimes.Naturalcoloursarepreferable;patternsorthick-ribbedstylesarenotpermissible.必须穿袜子。最好是自然的的颜色。有印花的袜子不能穿。Undergarments衬衣Fleshcolouredundergarmentsmustbewornunderneathsheerblousesanddressesatalltimes.裙子里面必须穿肉色的衬衣。CONDUCTANDATTITUDE行为和态度CONDUCT行为Beingpresentableandwellgroomedisonlyapartofthetotalimageweprojecttoourguests.Howyoureacttoourguests,themannerinwhichyourprovideserviceandtreatguestsprovidetheTOTALimage.仪容仪表只是我们给客人印象的一部分，礼貌会给客人提供的服务中留下深刻的印象Themannerinwhichweofferservicetoaguestshouldbe,asyouwouldtreattheminyourownhome,offeringassistance,ifandwhenrequired.对待客人的要求应象在你家里一样礼貌的对待Remembertoalwaystogivecourteous,knowledgeableandfriendlyservice.Fromthemomenttheguestarrives,itisuptoyoutoestablishapositiverelationshipfordoingbusiness,satisfyingtheirneeds,makingthemfeelcomfortable,relaxed,lookedafterandwelcomed,thusbuildinghisdesiretoreturn.记住总是提供礼貌，专业和友善的服务。Tobesuccessfulinourindustry,yourequireapositiveattitude.Makethemostofthethingsyoudo,beenthusiastic,getinvolvedandshareitwithyourguests,yourdepartmentandcolleagues.要积极的态度去工作，才可以取得成功，热情的投入工作，将棘手的问题与你的客人，部门和同事一起讨论。Youarevaluableandareavitalpartofouroperationwithmuchtocontribute.Believeinyourownabilities,dothingstothebestofyourcapacityandmakeothersandyourself,feelgood.你是我们工作中必不可少的一员，相信自己的能力，把工作做到让自己和别人都满意。Therightattitudecanmovemountains;thewrongattitudedestroyseverythingandleadstototalfailure.Rememberthis,putitintopracticeandyouareaWINNER!正确的态度可以将大山移走，错误的态度可以破坏任何事物并领引失败，.记住它,将它放入练习，你将会是一个胜利者!ATTITUDEYourattitudeisthekeytoyoursuccessandhappiness.Itisalsotheguidetothesuccessofouroperation.Attitudeisyourmentalpositionwithregardtohowyouviewfactsandsituations.你的态度是你的成功和快乐的关键，它也是通向成功的指南。态度是你如何看事实和情形的智力定位。Yourattitudetowardsaguestorcolleagueinfluencesyourbehavior.Youcannotalwayscamouflagehowyoufeel.你对客人或同事的态度会影响你的行为，你不能总是伪装你的感觉Yourattitudedeterminesthelevelofyourjobsatisfaction.你的态度决定你工作满意度的标准。Yourattitudeaffectseveryonethatyoucomeintocontactwith,inpersonorbytelephone.你的态度影响你直接或电话接触的每一个人。Yourattitudeisnotonlyreflectedbyyourtoneofvoice,butalsobythewayyoustandorsit,yourfacialexpressionsandingeneral,bodylanguage.你的态度不但从你的音调和声音而且从你的站姿和坐姿，面部表情和肢体语言反映出来，Yourattitudeisnotfixed–theattitudeyouchoosetodisplayisreallyuptoyou.你的态度不是固定的--你所表现出的态度由你的自己决定。THE“PLEASE”CONCEPT愉快的概念P Positive积极的Thewayyoustand,walkandlook,throughouttherestaurantwillconveyanimagetoourguests.Youneedtoensurethatitisapositiveandattentiveefforttocatertotheirneedsanddesires.你穿过餐厅时你的站姿，行走和面部表情都会传达一种信息给客人，你需要确保它们是积极的并努力的迎合客人的要求L LookandListen看和听Bybeingalertandattentivetoourguests’needsandwants,byshowingprideinyourworkandworkplace,youreflectprofessionalismandeffectiveness.警惕和专心留意客人的需要来表现你引以为豪的工作和工作场所，从而反映出你的专业和效力E Expression表情Facialexpressionsconveyawealthofmeaningtoourguests.Itcandepictyourmoodsandfeelings.面部表情反映出对客人的态度，他可以反映出你的心情和感觉。A Appearance外貌Prideinyourpersonalandenvironmentalappearancecreatesapositiveperceptiontoourguests.要以你自己和周围的环境引以为豪，给客人一积极的感觉。S Smile微笑 Asmilesignifiesfriendlinessandapproachability,whichcreatesapositivefeelingtoourguests.微笑意味着友善，给客人一积极的感觉E Enthusiasm热情 Ifaguestcansenseyourlackofeagernesstoperformataskorservicetheyrequire,theywillestablishapoorperceptionofYOUandtheCOMPANY,asawhole. 如果客人感觉到你缺乏热情去完成他们的要求和服务，他们将会对你和你的公司留下不好的印象。THETENCOMMANDMENTSOFHUMANRELATIONS人事关系的十大戒律Speaktopeople.和人讲话Thereisnothingmorepleasantthanacheerfulwordofgreeting.没有比愉快的问候更让人高兴。Smiletopeople.对人微笑Ittakes72musclestofrownandonly14tosmile.微笑只用14块肌肉，而皱眉要用72块肌肉。Addresspeoplebytheirname.用名字称呼别人Apersonpreferstobeaddressedbyhisnameforamorepersonalapproach. 人们喜欢被人用名字称呼。Befriendlyandhelpful要友善和有帮助Treatothersinthemanneryouwishtobetreated.要用你需要被对待的态度去对待别人Becordial.要热情Speakandactasifeverythingyoudoisofgenuinepleasure.说和做要像你做的每一件事是真正的快乐Begenuinelyinterestedinpeople.真正关心别人Youcanlikeanybodyifyoumaketheeffort.如果你努力，你可以喜欢每一个人Beconsideratewiththefeelingsofothers.要考虑到他人的感受Peopledohaveemotionswhichdemandsduerespect.人们确实有要求应得的尊敬Begenerouswithpraise.要懂得赞美Becautiouswithcriticism.谨慎的批评Bealerttogiveexcellentservice.警惕的提供优质服务Whatcountsmostiswhatwecandoforothers.可以计量的是我可以为别人作什麽Keepyoursenseofhumor.保持你的幽默感Alwaystrytoseethehumoroussideofabadsituation. 坏的情形下要试着去看幽默的一面COURTESY礼貌“COURTESYISVERYIMPORTANT.礼貌是非常重要的Courtesyconsistsofthreethings:礼貌有以下3点组成Attitude态度Words话语Behavior行为举止Rememberthesewordsthatweweretaughtaschildren:象教小孩子一样来记住下面的词：Please请Thankyou谢谢MayI可以吗？Excuseme;Iamsorry打扰一下，对不起Iamgladto非常荣兴Theguests,aswellasourcolleagues,payattentiontoourbehavior,thatiswhy:要注意自己的言行举止Becleanatalltimes.要保持清洁Smellgood,yourbreathandbody.口气和身体无异味Donotleavefoodonthetableorontheflooraftereating.用完餐后不要遗留食品在桌子或地板上。Cleanupafteryourselfandothers.整理干净你自己和别人的Helpothersinanywayyoucan.尽量去帮助别人Introduceyourselftonewemployees.向新员工介绍自己Lookatothersintheeyewhentalking.谈话时要有目光交流Usethenameofanotherpersonifyouknowit;betterstill,gettoknowit.称呼别人的名字Thegoldenruleis“guestfirst.”客人永远是第一位的Smile!!微笑AGAIN,BEPOLITEANDCOURTEOUSALWAYS.再次强调，要始终如一谦恭有礼餐饮部可做与不可做.DO”S可做Bealady/gentlemanallthetime.在任何时间都要做女士/先生Whenmeetingaguest,smileandgreetaccordingtothetimeoftheday.当遇到客人时要微笑并根据不同的时间问候客人。Morning/GoodafternoonSir/Madam(ifknown,usetheguest’sname)早上好/下午好先生/小姐（如果你认识客人用名字称呼客人）Becorrectandpoliteanddonottalktoomuchtotheguests.适当和礼貌的和客人谈话，但不要太久。Cooperatewithalllevelsofthestafffromotherdepartments.Beascourteousandnicetothemasyouwouldbetowardsguests.要与其他部门不同级别的员工合作，象对客人一样的有礼貌和蔼。Beonduty5to10minutesearlysoastofamiliarizeyourselfwithyourworkarea.提前5-10分钟到达工作的区域。Standandwalkstraight.站立或行走时要直Keepwellinformedofallpromotionsandspecials.要了解酒店的推广和特别的事物Useofficiallanguage“ENGLISH”inyourworkingarea.在办公的地方要使用官方语言“英语”FOODANDBEVERAGEDO’SANDDON’S餐饮部可做与不可做2 DON”S不可做

- Donotsmokeorchewgumwhileonduty. 上班时不可吸烟和咀嚼口香糖 - Donotshowimpatience.Donotwrigglearmsorlegsordrumfingertipson desks.不要表现出急噪，交叉胳膊或腿，用指尖敲桌子 - Donotreadbooksornewspaperwhenonduty.当班时不可以看书或杂志 - DonotlistentoradioorwatchTVwhileonduty.当班时不可以听收音机或看电视 - Donotenteraroomorofficewithoutknocking. 进入房间或办公室要敲门。 - Donotkeepanypropertynotbelongingtoyoupersonally. 不要拿不属于你的物品 - Donottakeofabsencefromworkunlessabsolutelynecessary,andinform yoursupervisorimmediately. 除非在非常必要的情况下，不然不要随便离开你的工作区域，并要马上报告你的领班Donotmakenoisethatwilldisturbtheguests.不要制造杂音，这会影响客人。Thisincludes:这包括 Laughingloudly.大笑 Whistlingandchattingwithotheremployees.吹口哨或和其他同事聊天。 - Donotspeakanyotherlanguageinyourworkingarea.不要在工作区域讲方言HANDLINGCOMPLAINTS处理客人投诉METHODSFORHANDLINGCOMPLAINTSANDDEALINGWITHANGRYGUESTS处理客人投诉及对待发火客人的方法Listen聆听Listencritically,withoutinterruption.Donotargueordenyanything.Donotgetdefensiveorchallengedinanywayeveniftheguestisabusive,exaggerates,orspeaksboisterously.Beattentive.带有理解的倾听，不要争论或否认任何的事，即使客人的使用辱骂的言语，描述夸张，或是大吵大闹，都不要有进行辩驳。把注意力放在客人身上。2．Acknowledge理解Expressempathytowardstheguestandtheexistenceofaproblem.Donotacceptnorpassontheblametoothersuntilallthefactsaregathered.Usethe“sad/glad”statement.对客人及他所遇到的问题表示理解。不要在问题夸大之前把责任推卸给其他人。用难过/高兴的语调说 Sad - Iamsorrythereisaproblem.难过非常抱歉产生了这样的问题 Glad - Iamgladyouarebringingittoourattention.高兴我很您能向我们反映这样的的情况。Empathize - Iamcertainthatthishasbeenfrustratingforyou.Ido understandyourbeingsoupset.感同身受我确定这使你很不开心。我能理解您为什么生气。3．Restate复述Assoonastheguesthascalmeddown,restatethecomplaintinquestionform,inordertoavoidmisunderstandingandtoshowtheguestthatyoupossessgoodcomprehensionskills.在客人的情绪冷静下来以后，把刚才客人所说的写在表格里面并给客人看。为的是避免误解，同时也是为了让客人知道您已经理解了他的意思。Ask询问Asktheguestwhattheywantyoutodoorwhattheywouldlikedone.Inmanycases,theguestismerelysatisfiedjust“lettingthecompanyknow”whatoccurred.Ifhewantssomethingdonespecifically,findoutexactlywhatitisandconfirmitwithhim.Stresswhatyoucando,notwhatyoucan’tdo.Suggestalternativesifpreferredsolutionisnotfeasible.Ifthealternativesolutionisnotsatisfactorytohim,seektheassistanceofapersonofhigherauthoritythanyourself.询问客人他们要你做点什么或是想怎么做。在大多数的情况下，客人的目的只是想让公司知道发生了些什么。如果他有特殊的要求，了解并和他确认是什么要求并强调哪些是你能做的哪些是你不能做的。同时可以向客人提供相对可行的变通方法。如果客人仍然不同意，可以请你的主管出面帮忙解决。Action措施Findsomethingtoagreeon.Onceasolutionhasbeenagreedupon,takeimmediateactionanddoit!Notifytheguestofanychangesordelays.Neverpromiseanythingthatyoucannotkeep.在达成一致意见以后，立即采取行动。如果有什么变动或是延迟要通知客人。不要向客人承诺你所不能做到的。Follow-up跟进Afteraproblemhasbeentakencaredof,contacttheguestandmakesurethatthesolutionwassatisfactorytothem.Usethismomentoftruthtothanktheguestforbringingthemattertoyourawarenessandaccentuatethatitshouldneverhappenagain.解决完问题后，跟进并确保客人对问题的解决是满意的。这时要感谢客人将问题告诉我们，并强调这个问题不会再次发生。WHENTAKINGAPROBLEMTOAPERSONOFHIGHERAUTHORITY把问题交给高层处理Makesurethatyouinformhimofallfactsandinformationthattheguesthasconfirmed.确定你已经告诉他所有客人所认同的事实和信息。Knowexactlywhattheguestwants.确切地了解客人的需求。Giveyoursuperioranaccountofyourconversationwiththeguest.Donotexaggeratetomakeyourselflookefficient.Sticktothefacts.向你的领导描述你和客人的交谈。不要为了表现自己而夸大事实。要实事求是。Tellyoursuperioraboutanypromisesyouhavemadetotheguest.告诉你的领导你已经对客人所做的相关承诺。Knowatthispointifyoursuperiorisgoingtohandlethesituationorifyouwillkeeponworkingontheproblemitself.确定是否要交给你的领导处理或是自己解决问题。Remember,itisnotalwaysinyourbestinterestnortheguest’sto“passthebuck”toapersonofhigherauthority.Youshouldtrytosolvetheproblemonyourown.Ifyourguestinsistsordissatisfied,thenseekfurtherassistance.记住，不要动不动就把问题推卸给你的主管。你要尽力自己去解决问题。如果客人坚持要见主管或是无法让客人感到满意的话，再去寻求主管的帮助。IMPORTANTSERVICEACTIONSMakeagoodimpressionwheneveryoumeetaguestoracolleague.不管遇到客人或同事要留下好的印象Haveapositiveattitudeatalltimesdespiteabadmood.任何时候都要是积极的态度Payattentionwhensomeoneistalking.Listenfullytoaguestoracolleague.和客人或同事谈话时要专心并仔细聆听Knowyourjobthebestyoucan.Trytoknowmoreasyougoalong.尽量多的去了解你的工作Makeourguestsfeelathomewhentheycometotherestaurant.客人在餐厅时要让其感觉象在家里一样Thereisnodifficultyindoingthesethings.Asaprofessionalinwhatyoudo,youshouldalreadybeobservingtheseserviceactions,atthispointintime.做这些事并不难，如一个专业人士在你做的事情中，你应该已经观察这些服务行动。WORDSTOLIVEBY(fromthefamous,MahatmaGandhi)TheGUEST客人isthemostimportantvisitor是我们最重要的来宾toourpremises.我们的承诺Heisnotdependentonus.他不依赖于我们Wearedependentonhim.我们依赖于他们Heisnotaninterruption他们不是在打断toourwork.我们的工作Heisthepurposeofit.他是我们工作的目的Heisnotanoutsider他不是我们事业的局外人inourbusiness.而是我们生意的Heispartofit.一部分Wearenotdoingafavor我们提供服务给他byservinghim.并不是在赐予他Heisdoingusafavor而是他在创造机会bygivingus赐予我们theopportunitytodosoTELEPHONEETIQUETTE电话中的礼节TheroleoftelephonesinF&Bisavitalone.Thetelephoneisacommonmediumofcommunicationincludinginter-department,guestreservationsandinquires.在餐饮部，电话起着致关重要的作用。电话是部门之间沟通及客人订餐、查询的最普通的媒介。Alwaysrememberthatourperformanceonthephonecaneasilymakeorbreakguestcontact;liveuptoorshattertheprojectedimageofourcompany.通常在电话中的表现直接关系到是否能和顾客建立联系，以及维护或是损害公司已经建立起来的形象。Telephoneusecanbemademoreefficientandeffectivebyfollowingsimpleguidelines,asfollows:以下的几种方法可以帮助有效地使用电话进行沟通：Answerallcallspromptly,withinthreeringsasastandardguide.能够快速地接起电话，按照标准步骤应该在电话铃响起的三声以内。Usetheproperanduniformphraseologywhenansweringcalls.Identifyyourselfandyourdepartmenttoestablishyourowncredentials,thedepartment’sorthecompany’s.在接电话的时候使用统一标准且得体的措辞。自报姓名及所在部门。Everytelephonecallyoumakeorreceiveisanopportunityforyoutocreateand/ormaintainaworthypersonalimageandthecompany’simage.Trytopersonalizethecallbyusingthecaller’snameifknownthroughouttheconversation.你所打的或是所接的每一个电话都一个建立或保持个人及公司形象的一次机会。在通话过程中如果知道来电者的名字，尽量称呼其姓名。Speakclearlyandaudiblyatalltimes.说话要保持清晰，音量适中。Neverplaceacalleronholdforalengthyperiodoftime.He/Sheshouldbeinformedofanydelaysandmayrefertheoptionofcallingbackorleavingamessage.不要让打来电话的人等待太久，要通知他可能会推迟、回电或留言等。Whentakingthemessagetoberelayedtoanotherparty,accuracyandconcisenessareveryessential.在替别人留言的时候，要作到简明、准确。Alwaysrecordinformation.Donotrelyonyourmemory.要把信息记下，而不是只存在大脑里面。Rememberthatyouarenotvisibletothecaller,thereforeprojectafriendlyandpositiveimageatalltimes.来电的人是看不到你的，所以你应该时刻在电话里表现出友好和积极的态度。Aringingtelephoneisapriority.Theguestinfrontofyouwillnotbeoffendedifyouexcuseyourselfpolitelytoansweraringingphone.Thecallerdoesnotrealizethatyouarebusyuntilyouanswerthephoneandexplainthatyouareconcernedandwillgetbacktohim/herassoonaspossible.Neverignorearingingphone,inthehopethatthecallerwillhangup,orthatsomebodyelsewilltheanswerthecall.有来电应该先接来电。如果你正在和客人谈话的话，您可以有礼貌地先向客人道歉，然后去接电话。这样客人是会谅解的。你接起电话的时候可以向来电的示意目前不便接电话，你会尽快给他回电，这样他就会知道你现在很忙。不要怠慢任何的电话。希望来电的人会很快挂断或是其他人能后帮你接起电话。SANITATION卫生设施GuidelinesforHandlingFood食品处理指南Personswithinfectedcutsorsoresorcontagiousdiseasesarenotpermittedtohandlefood.不允许具有感染性的伤口，传染性疾病的人处理食品。Washhandsfrequently,especiallybeforeleavingtherestroom.经常洗手，尤其是在离开洗手间之前Keepnailsshortandclea