餐饮部FOODBEVERAGE DEPARTMENT10171190文档格式.docx

餐饮部FOODBEVERAGE DEPARTMENT10171190文档格式.docx

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STANDARD:

Telephonereservationshouldbehandledimmediatelyandallinformationmustberecordedaccuratelyinthereservationbook.Phonecallsmustbehandledprofessionally..

PROCEDURE:

Roleplaybetweenemployees:

Staff“Goodevening,LiBairestaurant.ThisisMary.MayIassistyou?

”

Guest“Whattimedoesyourrestaurantopenforbusiness?

Staff“At6:

30pm,Sir,andwecloseat11:

30pm.”

Guest“Iwouldliketoreserveatablefor2,please.”

Staff“Whendoyouwishtohaveyourdinner,sir?

Guest“Around8pm.”

Staff“MayIhaveyourname,please,sir?

Guest“Lee.InitialsB.A.”

Staff“Atablefor2forthiseveningat8pmforMr.B.A.Lee.”

Guest“That’sright.”

Staff“Thankyou,Mr.Lee.Seeyouat8pm.”

Guest“Thankyou.Goodbye.”

FOOD&

BEVERAGE

DOMUS

DEPARTE:

LIBAIJOBCATEGORY:

DOMUSALLSTAFFOFDOMUS

RECEPTION

1.Anyguestwhoisappropriatelydressedismadetofeelwelcomeandatease.

2.Toobtainthenamesoftheguest.

3.Torememberandaddresstheguestbyname.

4.Torememberthenamesofguestsespeciallyrepeat.

1.StaffonStationNo3areplacedattheentranceoftherestaurantwhentherestaurantisopenforbusiness.

2.Guestsare,asfaraspossible,greetedbytheirnames.Thereceptionistshouldknowwhethertheguesthasareservationornotoncetheguestnameisknown.

3.Ifthereisareservation,thereceptionistshouldknowthenumberofpaxintheparty,thehostandeitherknowthepredeterminedtableorwhichchoiceheisgoingtooffer.

4.Ifthereisnoreservation,predeterminewhichsideoftherestaurantyouaregoingtoseattheguestsandthepossibilitiesofthetablesavailable.Iftheguesthasarequesttrytoaccommodateifpossible.

5.Guestshouldbeofferedtheopportunityofhavingadrinkinthewaitingloungefirstshouldtheyprefertodoso.

Whenthequestsareshowntotheirtable.

1.Chairsshouldbepulledoutforthemifsittingisatbanquettetables.Thisistoallowthegueststositwithease.

2.Theguestisintroducedtothecaptainbyname.Thecaptainiseitherinformedbeforehegoestothetableoratthetableusingphraseslike,~thisisMr.andMrs.LeeorMr.LeeandMadam.Theywillbediningwithusthisevening.~

2.Thecaptain,whilelightingthecandleonthetable,introducehimselflike,~Goodevening,Mr.andMrs.LeeorMadam,Mr.Lee.Mynameis________.Iwillbelookingafteryouthisevening.Ifthereisanythingyourequire,pleasedoletmeknow.MeanwhilemayIgetyouadrink/aperitif?

~Ifcaptainisunabletobeatthetablewhentheguestisbeingseated,heshouldapproachattheearliestopportunityandintroducehimself.

3.Napkinsarepickedup,opened,foldedintoatriangleandthenplacedontheguest’slaps,ladiesfirst,thenmenandlastlythehost.

4.Whentheguestsateseated,therunnergoestocollectthefacetowelsimmediately.

5.Aftertherunnerhasreturnedwiththefacetowels,heisgiventheaperitif/drinkordertocollect.Thefacetowelsarepresentedtotheguestsandremovedassoonastheyareused.

6.Thewaterglassesarefilledfirstwithicecubesandthenwithwater.

7.Theflambé

panisbroughttothegueridonnearthetable.Thecashewnutsareheated,sprinkledwithlemonjuiceandthethreecompartmentstandcontainingcandiedwalnuts,cherrytomatoesfilledwithcreamcheeseandroastedcashewnutsareplacedonthetable.

JOBCATEGORY:

TAKINGRESERVATIONSANDUP-KEEPINGTHEBOOK

1.Reservationsaretobedealtwithpromptlyandaccurately.

2.Reservationsarerecordedinthereservationsbook.

3.Reservationsarehonouredforhalfhourbutcanvarydependingonthecircumstances.

1.WhenDomvsisclosed,theFoodandBeverageofficewilltakecareofallreservationsmade.

2.Allreservationsmustberecordedinthereservationsbook.

3.Informationtobenotedare:

Nameofguest

Dateofreservation

Numberofpersons

Timeofarrival

Telephonenumberofguestorroomnumberifitishotelguest

Anyspecialrequests

Nameofpersonmakingthereservation

Dateandtimewhenreservationismade.

4.Table（s）areallocatedbythemanagerofassistantmanager.

5.ReservationbookiscollectedfromtheFood&

Beverageofficebythemanagerorassistantmanagerwhentheycomeondutyandattheendoftheservicetogetherwiththedailylogbook.

6.Arrangementstocaterforthespecialrequestsshouldbemadeassoonaspossible.

7.TheChefshouldbeconsultedwithregardtothespecialrequestsiftheseinvolvefoodpreparation.

8.Themanager,assistantmanagerandthestaffmustfamiliarizethemselveswiththereservationsforthateveningsothatwhentheycanidentifygueststheminutetheywalkintoDomvsandclaimtheirreservations.

9.Allocationoftablesshouldbedonefairlyandtoaccedetotheguest’srequestsifany.Visibletablesshouldbeallottedfirst.Onestationcanbereservedforslightlylaterreservationsallowingtheservicebrigadeonthatstationtoserveguestsinthewaitinglounge.

10.Guestreservationbookcanbeusedtobuilduptheguesthistorycardandtomonitortheirpatronage.

11.Regularguestsshouldbegiventhesametablewheneverpossible.

12.Astheeveningprogresses,thenamesofany‘walk-in’guestsareenteredinthereservationbook.Itshouldalsoindicatethetimeoftheguest’sarrival,numberofpax,thattheyare’walk-in’andwhattabletheywereallocated.

DOMUSJOBCATEGORY:

CAPTAINS

BASICTABLESETTING

TableswillbesetcompletelyaccordingtoDomvssetupusingclean,polishedequipmentandlineninperfectcondition.

BasicTablesettingismadeupoftablecloth,napkin,candlestand,flowervase,andwaterglass.

1.Useappropriatetableclothandnapkinappropriatetable.

TablesizeTableclothusedNapkinused

Square300x900151x151127x127

Banquettes1085x890190x151167x127

Round1700230x230206x206

2.Placetableclothandnapkinontablewiththecentralpressinglineinthecenterofthetable.Ensurethatlinensconformtoourstandard.

3.Napkinsshouldtobeinatriplefold.OneforeachguestanditmustbeplacedinfrontofthechairwiththeS.T.logointhemiddleofthenapkin.

4.Placelampcandlewithglassonthetable.Makesurethatthecandleisanewoneandthattheglassiscleanandthatthesilverisshinning.

5.Placeflowervasewithfreshflowersontable.Makesureflowersarefreshandthevaseiscleanwithfreshwater.

STANDARDSANDPROCEDURES

DOMUSJOBCATEGORY:

CAPTAIN/WAITER

MAINTENANCEOFTHESERVICESTATIONS

1.Tomaintainandequiptheservicestationtotherequiredstandards.

2.Toensurethattheservicestationiskeptcleanandclearoffdirtycrockeryandcutleryatalltimes.

EquipmentAtServiceStation

CrockeryStationNo4

PlateB&

BOnlySilverHolloware

PlateDessertOilandvinegarset

SugarbowlsParmesancheesejar

SaltandpeppersetsTomatoketchupetc

SilverCutleryMustardjars

ForkCaviarDoyleys

ForkDinnerMatches

ForkDessertRelevantcondiments

ForkcocktailOtherEquipment

ForkoysterMenuandwinelists

ForksnailServicetrays

KnifedinnerRoundservicetrays

KnifedessertServicecloths

KnifeB&

BCaptain’sorderpads

KnifesteakAshtrays

KnifefistToothpicksandholders

KnifecaviarNapkins

SpoonserviceCocktailnapkins

SpoondessertWaterjugs

SpoonNouvellecuisinePeppermill

（continued）

SpoonsoupSilverwinecoasters

Spooncoffee/tea

Spoondemitasse

Spoonparfait

Spooncaviar

Tongssnail

Laddelsauce

Cakeserver

1.Thereplenishmentoftheservicestationsshouldbeanongoingprocess.Itemsarereplacedastheyareused.

2.Mise-en-placefortheservicestationhastobewellthoughtout.

3.Makesurethatthefullrangeofflatwareshouldbeattheservicestations.

4.Thereshouldbeanadequatestockofnapkinsandashtraysforservices.

5.Therunnerbringseverythingtotheservicestationandthestationcaptainorwaitertakesitfromthestationtotheguesttableorgueridon.

6.Thetopofthestationshouldalwaysbekeptclearandclearedofsoileditemsbytherunner.

7.Theservicestationshouldalwaysbekeptcleanattheendoftheservice.