17KITCHENSTEWARD4330347Word下载.docx

17KITCHENSTEWARD4330347Word下载.docx

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HANDLINGDISCREPANCIESFROMSTANDARDIN

WORKPERFORMEDORRULESANDREGULATIONS

PREPARINGACCIDENTREPORTS

ROLEOFSUPERVISOR

SETTINGGOALS

GIVINGEFFECTIVEINSTRUCTIONS

LISTENINGSKILLS

DISCIPLINEPROCESS

PREPARINGATRAININGSESSION

CONDUCTINGAPERFORMANCEAPPRAISAL

CONDUCTINGSHIFTMEETINGS

STANDARDSANDPROCEDURES

DEPARTMENT:

STEWARDINGJOBCATEGORY:

ASST.CHIEFSTEWARD

HEAD:

CHIEFSTEWARDG.M.APPROVAL:

DATE:

TASK:

HOTELOREINTATION

STANDARD:

PROCEDURE:

DEPARTMENTORIENTATION

Allstewardsontheirfirstdayofworkmustundergoadepartmentorientationfollowingtheprocedurelisted:

1.Uponpockingupthestewardfrompersonnel,explaintheshow:

A.Timecardclockingin/outprocedures.

B.Lockerroom/toilets.

C.Uniformschangingprocedures.

D.Staffcanteen

2.Onenteringkitchenarea,introduceto:

A.ExecutiveChef.

B.SousChef.

C.MembersofStewardsDepartment.

D.Areasofkitchene.g.Pastry,production,butcher’s,drystoreetc.

3.Introductionandexplanationsonproceduresof:

A.Timesheets.

B.Rosters.

C.RolesofStewardsDepartmentanditsrelationtoallF&

Boutlets.

A.Meal/coffeebreaks.

B.Safetyandaccidentpreventionprogramme.

STEWARDINGJOBCATEGORY:

ASST.CHIEFSTEWARD

CHIEFSTEWARDG.M.APPROVAL:

AHIFTCHANGINGCOMMUNICATIONS

Goodcommunicationsbetweensupervisorsinashiftchangeoverisessentialtomaintainasmootheffectiveoperation.Thiscanbeachievedbyfollowingprocedureslisted.

1.Recordworkdoneinlogbook.

2.Exchangeinformationregardingworkstillincomplete.

3.Informationtonextshiftontasksallocatedforthatshift.

4.Informationofastewardhascalledinsick,etc.

5.Maintenancerepairsunderwayandstillincomplete.

6.Messagetobepassedonifany.

DEPARTMENT：

STEWARDINGJOBCATEGORY：

STEWARDSUPERVISOR

HEAD：

CHIEFSTEWARDG．M．APPROVAL：

DATE：

TASK：

STANDARD：

Supervisorswhenassigningworktasktofollowprocedureslisted.

PROCEDURE：

1.Bepreciseandclearonwhatneedstobedone.

2.Makesureassignmentisunderstoodandrepeatedtoyoursatisfaction.

3.Assigntimelimitforcompletionoftask.

4.Checkassignmentiscompletedaccordingtostandard.

Goodcommunicationsbetweenstewardsandsupervisorsisessentialtoachievingobjectivesandresponsibilitiesofthedepartment.

1.Goodcommunicationscanbuildandfoster:

A.Agoodworkingrelationshipbetweensupervisorandstewards.

B.Clearunderstandingofwhatneedstobeachieved.

C.Understandingobjectivesandresponsibilitiesofdepartmentasawhole.

2.Thiscanbeachievedby:

A.Supervisorgivingclearpreciseinstructions.

B.Explanationsontimingslimitationonworktasks.

C.Encouragefeedbackandsuggestionsfromstewards.

D.Treatingthestewardasavaluablememberofthedepartment.

E.Workingwithfellowstewardstomaximizeworkoutputandtoleadbyexample.

GoodcommunicationsbetweenmanagersandsupervisorisessentialtoensureasmoothrunningoperationoftheFoodandBeverageDepartment.

Goodcommunicationsbetweenmanagersandsupervisorscanbeachievedby:

A.Understandingandconfirmingworktasksandtimelimits.

B.Constantlyre-confirmingtimescheduleswherethereareconstantchanges.

C.Ifadisputeshouldcropup,remaincalm,trytosettledisputeinprivateorseekassistancefromDepartmentHeadforclarificationifrequired.

MANTAININGATTENDANCEANDPROMPTNESSRECORDS

Attendanceandpromptnessrecordsmustbeestablishedandmaintainedatalltimes.

1.Logintodiaryanynonattendanceorpromptnessby:

A.Enternameofstewardconcerned.

B.Timeactuallyarrivediflate.

C.Reasonsforbeinglateornotcomingtoworkasrostered.

D.Fillandsubmittopersonnelabsenteeform.

2.Thisistoprovide:

A.Aworkattendance/promptnesshistory.

B.Provideprecisebackgrounddetailsintheeventaconductandabilityreportisrequired.]

C.Protecthotelandmanagementwithprecisedetailsofgrievancesbroughtbyemployee.

HANDLINGDISCREPANCIESFROMSTANDARDINWORKPERFORMEDORRULESANDREGULATIONS

Alldiscrepanciesfromstandardinworkperformedorrulesandregulationswillbehandledinprivacyfollowingprocedureslisted.

1.Speakwithstewardconcernedinprivateregardingparticularproblemordiscrepancy.

2.Askstewardsforfeedbackorreasonsfordiscrepancy.

3.Remembertoremaincalmandonlycommentonperformanceofstewardinvolved.

4.Listeneffectivelytofeedback.

5.Decideiffeedbackisvalidtodiscrepancyinvolved.

6.Iffeedbackisnotvalid,reaffirmwhatstandardisrequiredfromthestewardandgetcommitmentfromhimtoperformwithinguidelinesofstandardorrulesandregulations.

7.Ifthisisnotpossible,reportmattertoChiefStewardforfurtheraction.

STEWARDINGJOBCATEGORY：

CHIEFSTEWARDG．M．APPROVAL：

Allaccidentsmustbepreparedintocorrectaccidentreportformattachedbyfollowingprocedureslisted.

1.UsetheSheratonCorporationEmployeereportandinvestigationform.

2.Fillinalldetailsafterlisteningtostewardconcernedregardingtheaccident.

3.Stewardtofillinsectiontwoofaccidentreport.

4.Supervisortocompletewithpreciseandaccuratedetailssectionone,three,fourandfiveofaccidentreport.

5.SubmitaccidentreporttoSafetyManagerwithcopiestoChiefSteward,reporttoSafetyManagerwithcopiestoChiefSteward,andSafetyOfficer,StewardsDepartment.

POLEOFSUPERVISOR

TheSupervisorhasamostimportantfunctiontomaintainandensuresasmoothandorderlyflowofworktasksrequiredfortheday-to-dayrunningofthedepartment.

1.Beawareofwhatisrequiredtobedone,itsschedulingandpriority.

2.Ensurealltasksarecarriedouttothestandardrequired.

3.LiaisewithallFoodandBeverageOutletsandkitchentoconfirmworktasksrequired.

4.Delegateworktaskstostewards.

5.Maintainsuppliesrequiredforworktasks.

6.MaintainasmoothefficientoperationinStewardsDepartment.

7.Maintaingoodcommunicationsbetweenmangersandstewards.

8.Maintainandrecordindiaryallworkdone,attendance,promptness,etc.

9.Maintainkitcheninacleanandsanitizedcondition.

10.ReportstoChiefSteward.

SETINGGOALS

Settinggoalsisimportanttomaintainingasmoothefficientdepartmentandcanbeachievedbyfollowingprocedureslisted:

1.Havegoalsthatare:

A.Achievableinalimitedtimeframe.

B.Setstandardsforgoal.

C.Canbemeasuredforresults.

A.Knowingwhatisrequiredtoachievegoalanditsstandards.

B.Clearandprecisecommunicationofgoaltostewards.

C.Allowfeedbackfromstewardswhensettinggoals.

D.Gettingcommitmentformstewardstoachievegoals.

E.Settimelimitstomeasureprogressorcompletionofgoals.

Allinstructionsgivenmustbeclearandpreciseandseekconfirmationofunderstandingofinstructionsgiven.

1.Giveclearandpreciseinstructionsforworktasksrequiredtobedone.

2.Makesurethisisunderstoodbylistenerbyaskinghimtorepeatsinstructions.

3.Repeatifnecessary.

4.Goodresultscanonlybeachievedifthelistenerhasclearlyunderstoodwhatisrequiredofhim.Effectiveinstructionsareessentialtoachievingobjectivesofthedepartment.

Listeningskillsareasimportantasgivingeffectiveinstructionsandmustbeachievedbyfollowingprocedureslisted.

1.Concentrateandtrytounderstandwhatisbeingsaid.

2.Donottrytofromopinionsbeforecompletionofmessage.

3.Beattentiveandaskquestionsifyoudon’tunderstandwhatisbeingsaid.

4.Givefeedbacktoconfirmunderstanding.

5.Actionandrespondifrequired.

CHIEFSTEWARDG．M．APPR