Food and Beverage Manual.docx

Food and Beverage Manual.docx

《Food and Beverage Manual.docx》由会员分享，可在线阅读，更多相关《Food and Beverage Manual.docx（121页珍藏版）》请在冰点文库上搜索。

FoodandBeverageManual

YourHotel

Food&Beverage

Manual

Restaurant/Banquet

Month/Day/Year

（Itisimportantthatyourevieweverysectionofthismanualandaddto,changeorremoveallsectionsthatdonotmatchupwithyourproperty.Itisalsoimportanttoreviewthisdocumentwithregardstowhatislegallycorrectinyouroperatingareaandifyouoperateinaunionenvironment,thatthewordsstaywithinthecontextoftheexistingunioncontract.）

Index

Welcome

Welcome……………………………………………………………5

ServiceExcellence,TheHassleFreeGuarantee........5

ItTakesaTeam.........................................................6

YourFirstSevenDays…………………………………………6

PoliciesandProcedures…………….............................10

GroundRules...................................................................10

Attendance.......................................................................10

ArrivingatWork.............................................................10

ProfessionalPresentation………………………………………..10

Remember,IAmYourGuest……………………………………11

AchievingandMaintainingaGracious,HospitableImage11

CourtesytoDepartingGuests…………………………………12

CausesforPersonnelAction-ReprimandtoDismissal13

GeneralGuestRelationRules.........................................14

GoldenRulesforMakingThingsWork.........................14

GuestRelationsandGrooming......................................14

OurUltimateGoal-TheGuests’Satisfaction.................15

RespondingToGuestComplaints..................................15

TheGuestComplains………………………………………………15

TheMeeting&BanquetFacilityatYourHotel…...………17

MeetingandConferenceRoomLocations......................18

FoodandBeverageService………………………………..19

YourPersonalProgressChart........................................19

RestaurantandBanquetFoodService...........................19

HostessProcedures…………………………………………….19

DressCode…………………………………………………….19

ProceduresforHostess…………………………………..20

FirstContact-TheTelephone………………………..20

MessageTaking……………………………………………20

HowtoTakeaReservation……………………………..21

GreetingandSeatingGuests…………………………21

HowtoSayFarewelltotheGuests…………………22

ServerProcedures………………………………………………22

ServingProcedures………………………………………22

StartingtheShift………………………………………22

TableApproach………………………………………22

Breakfast………………………………………………22

LunchandDinner………………………………23

TakingtheOrder…………………………………23

Serving.......................................................23

Index

GeneralRulesofTableService……………23

TheCover……………………………………………24

Seating………………………………………………24

ClearingProcedures……………………………25

ChequeSettlement…………………..…………………25

Cash…………………………….………………………25

CreditCard……………………………..……………26

RoomCharge…………………………………………26

TableManners….................................................26

ClearingandCleaningTables……………………26

TableSet-up…………………………………………27

DiningRoomAppearance……………………………27

ThankingtheGuest……………………………………27

TheEssentialsofFoodService…...…………………..27

BreakfastService………………………………………27

LunchService……………………………………………28

DinnerService…………………………………………31

RoomService……………………………………………33

BeverageServicefortheLoungeArea………..………34

ServiceofDrinks………………………………………34

ServingWine……………………………………………34

Storage…………………………………………………34

GeneralRulesofService…………………………34

ActualServiceofRedWine……………………35

ActualServiceofWhiteWine…………………35

ActualServiceofRoseWine……………………35

ActualServiceofChampagne…………………35

DrinkProcedure………………………………………36

Bartender……………………………………………………..36

Bartender’sCheckList………………………………36

PracticesofaGoodBartender……………………37

HousePolicyforAlcoholService………………..38

Selling………………………………………………………………38

Salesmanship…………………………………………………38

SuggestiveSelling………………………………………….38

ReadingYourGuests……………………………………..40

PhrasesThatSell……………………………………………43

SellingTools…………………………………………………45

LiquorSalesmanship……………………………………46

TheTenCommandmentsofGoodBusinessintheHotel48

57WaysToLoseATip………………………………………..48

Index

TheKitchen…………………………………………………48

TheKitchenRoutine……………………………………….………50

DishWashingDuties…………………………………………………51

TheArtofPurchasing………………………………………………51

TheArtofDishWashing…………………………………………..55

TheOffice.......................................................................62

BookingtheFunction……................................................62

OfficeRoutine...................................................................64

Appendices

1.ResponsibleService,HousePolicies.............................66

2.ResponsibleService,JustSaying“No”isnotEnough..68

3.ResponsibleService,RecognizingIntoxication............70

4.DishwashingProcedures..............................................72

5.EquipmentCleanlinessandMaintenance....................74

6.SafetyGuidelines...........................................................82

7.CateringGlossary..........................................................84

Welcome

Welcome

WelcometoYourRestaurant/ConferenceFacility.Youhavebeenchosentojoinateamcommittedtoserviceexcellence.Intoday’smarketwhereproductsandpricesaresimilar-YOUMAKETHEDIFFERENCE.Yourdedicationtoattentive,responsiveguestserviceisthesinglemostimportantfactortobringourguestsbacktimeandagain.

Yourservicemanualhasbeendesignedtoprovideyouwiththematerialsothatyoucandelivertheverybestservice.

Thenatureofthehospitalityindustryplacesstrongemphasisonpeople-ourguests.Thisfocusonpeoplemakesthejobexcitingbecauseofcontactwithguestswithvaryingtastesandneeds.Forouroperationtobesuccessful,wemustbeabletoprovidequalityservicetoeachofthoseguests.

Butserviceisnotwhereitends.Guestsnoticetheappearanceofthefacility;itscleanlinessandneatness.Theoverallimpressionthatthefacilitymakeswillplayalargeroleinwhetherornottheguestcomesback.Andthatlargelydependsonyou.

Thismanualwillfocusontasksthatprovidetheservicewhichbringsguestsbackandmakesthemtellfriendsabouttheserviceweprovide.Remember,youmaybeoneofthefewemployeesthatourguestsencounter,soyouwillberepresentingmanagement,otheremployeeswhoneverseetheguests,andmostimportantly,thereputationofourfacility.Asyouworkyourwaythroughthismanual,keepinmindthatthisinformationisvaluableonlyifyouchoosetoapplyitproperly.Allofthereadingandtrainingyoudoisnotgoingtomakeyouagoodemployee.Onlyyoucandothatwithagoodattitude,exercisinggoodjudgement,andfollowingthebasicprincipleslaidoutinthismanualasaguideline.

ServiceExcellence,HassleFreeGuarantee

AtYourRestaurant/ConferenceFacility,serviceexcellenceisalivingrealityforourguestsbecauseweguaranteeit.Itisyourresponsibilitytoliveuptothisstandardeveryday.

Thestandardhasbeenset.Aneffectivecateringteamwithallofitspartner’sworkingtowardsserviceexcellencewillguaranteehappyguestseverytime.

flexibilityprofessionalismdedicationpersonalizedservice

ItTakesaTeam

TeamworkisimportantfortheRestaurant,MeetingandCateringFacilitytofunctionsmoothlyandpleasantly.Becausemostoftheoperationcanbeseenbytheguests,employeesmustworkwelltogetherandco-operatewithoneanother.

Ifproblemsarise,solvethemcalmlyinnormalvoicetones.Helpco-workersthroughdependabilityandgoodmanners.Absenceortardinesscreatesanextraburdenforthem.

Anexampleofafunctionalorganizationalchartissetoutbelow.Youshouldbuildyourown.

FoodandBeverage,YourFirstSevenDays…

Day1:

DepartmentOrientation

KnowledgeforAllEmployees:

▪ICanDoIt!

▪RecyclingProcedures

▪MakingItRight▪SafeWorkHabits

▪100%GuestSatisfactionGuarantee▪ManageronDuty

▪BloodBornePathogens▪Hotel’sFactSheet

▪PersonalAppearance▪EmployeePolicies

▪EmergencySituations▪CanadianswithDisabilities

▪LostandFound

TheTaskListforBanquetSetupandService

Day2:

ReviewDay1（Planadditionaltrainingtime,ifnecessary）

KnowledgeforAllFront-of-HouseFoodandBeverageEmployees:

▪TelephoneCourtesy

▪SafetyandSecurity

▪AlcoholicBeverageTerms

▪HouseBrandsandCallBrands

▪BasicFoodPreparationTermsandTiming

KnowledgeforBanquetSetupandService:

▪WhatIsaBanquetSetupandServicePerson?

▪WorkingasaTeamwithCo-WorkersandOtherDepartments

▪YourHotel’sStandardsofExcellence

▪BanquetEventOrders

▪FunctionRooms

▪SideworkChecklist

TheJobBreakdownsforTasks1-4:

Task1ReadandInterpretBanquetEventOrdersandChangeOrders

Task2SettheFunctionRoomLighting

Task3VacuumFunctionRoomCarpets

Task4Steam-ExtractFunctionRoomCarpets

Day3:

ReviewDay2（Planadditionaltrainingtime,ifnecessary）

KnowledgeforAllFront-of-HouseFoodandBeverageEmployees,con’t

U.S.AlcoholicBeverageLaws

ResponsibleAlcoholServiceProcedures

RestaurantMenus

BasicFoodPreparationTermsandTiming

CorrectPlatePresentationandGarnishes

KnowledgeforBanquetSetupandService（continued）:

FoodandBeverageEquipmentTerms

GlasswareTypesandUse

China

Silverware

LinensandNapkinFolding

StandardTableSetupSpecifications

TheJobBreakdownsforTasks5-8:

Task5SweepFloorsinFunctionRooms

Task6MopFloorsinFunctionRooms

Task7CleanandWaxHardwoodandParquetFloorsinFunctionRooms

Task8Set-up