酒店宴会厅培训手册WelcometoB没anquet.doc
《酒店宴会厅培训手册WelcometoB没anquet.doc》由会员分享,可在线阅读,更多相关《酒店宴会厅培训手册WelcometoB没anquet.doc(21页珍藏版)》请在三一文库上搜索。
1、Welcome to Banquet宴会厅欢迎您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
2、和新员工一起工作,并把新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,是要确保新员工明白宴会厅的操作程序并能按照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 ne
3、w employee is competent in all 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新员工能胜任部门的所有工作。员工实际服务之前会很清楚的了解餐厅的程序,这将给大家创造一个专业的、积极的工作环境。You
4、r Buddy is _你的伙伴是Manual Outline手册目录Job Description工作职责Savvy Service聪明服务Basic Knowledge for New Employees宴会厅新员工需掌握的基本知识*Western Service 西餐服务1. Menu & Description 自助餐菜单知识2. Table Top Setting, Station Set up and Pantry Set up 桌面摆台,整理边柜和备餐间3. Service Procedure 服务程序*Chinese Service中餐服务1. Menu & Descripti
5、on 中餐菜单知识2. Table Top Setting, Station Set up and Pantry Set up 桌面摆台,整理边柜和备餐间3. Service Procedure 服务程序*Meeting and Coffee Break Service会议服务1. Varieties of meeting set up各种会议的台型2. Service Sequence for Meeting会议服务程序3. Banquet Tables宴会桌子4. Mi en place for coffee break咖啡台布置所需餐具Beverage 饮料单Beverage List
6、饮料单Job Description工作职责SUMMARY OF POSITIONS:职责说明To provide 5 Star hospitality food and beverage service, throughout the Banquet, maximizing guests experience, using Savvy Service.运用聪明服务计划来体现五星级的餐饮服务,使客人能在宴会厅得到最佳的感受。SCOPE大纲To ensure guest satisfaction by providing excellent food and beverage service,
7、in a friendly, competent and professional manner. Promoting a fun work environmentand being a team player. The employee will also have a chance to multi- skill in other F&B outlets. 优秀的餐饮服务必须具备友善、自信与专业的水准从而向客人提供满意的服务。创造愉快的工作环境,融入集体并成为集体的一员,员工也可以有机会去餐饮部其他部门学习更多的技能。Upon completion of training, the emp
8、loyees will be empowered to resolve guests issues, in accordance with the Renaissance standards, before approaching the Shift Leader for assistance.完成培训后,即使在没有领导的协助下,也能运用万丽酒店的服务标准来解决客人的问题。OBJECTIVES AND ACOUNTABILITY:目标与重要事宜1. Learning and following Standards and Specifications of the outlets/bar.学习
9、并运用餐厅和酒吧的基本知识。2. Providing feedback to Shift Leader on ways of enhancing service delivery and service process.向领班提供反馈从而来提高服务水准。3. 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知识和所负担的职责处理客人的特殊要求。SUPERVISION
10、 EXERCISED:NoneSUPERVISION RECEIVED:Report directly to F&B Attendant Grade 2 and the Shift Leader直接向二级服务员和领班汇报。RESPONSIBILITY AND AUTHORITY责任和授权1. Demonstrate Renaissance Standards at all times to guests and fellow employees.每时每刻都要对客人和同事表现出万丽酒店服务标准。2. Become familiar with Restaurant/Bar Standards an
11、d Procedures and follow them accordingly.逐步熟悉餐厅/酒吧的服务标准和程序,并且依照那些标准操作。3. Knowledge of individual menu items including basic ingredients and method of preparation.掌握菜单中每一道菜的知识,包括基本原料和制作方法。4. Basic Food & Beverage terminology.掌握餐饮的专用词语。5. Knowledge of Food & Beverage equipment.掌握餐饮器具。6. Knowledge of F
12、ood and Beverage items and prices.掌握食品和饮料品种和价格。7. Knowledge of Setting up of tables to the specified standards, for different meal periods.掌握不同时间段的桌面摆放布置。8. Attend and comprehend information discussed during briefing sessions.开会时,参加并且领会所讨论的内容。9. Maintain proper grooming in accordance with the Employ
13、ee Handbook.遵守员工手册中仪表仪容的规定。10. Serve Food & Beverage in a friendly and professional manner.用友善和专业的态度服务客人。11. Wear appropriate uniforms for the area, as supplied by the hotel.工作时,穿着酒店制服。12. Wear appropriate footwear as specified in the employee handbook.工作时,穿着酒店工作鞋。13. Be familiar with service facili
14、ties in the hotel. Including names of other restaurant bars and banquet rooms in the hotel.熟悉酒店内的设施,包括其它餐厅酒吧和宴会厅名字。14. Be aware of any special events in the hotel.能够知道酒店特别事件。15. 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。16. Prepare mis- en- place for a
15、ll meal periods为每一餐准备所需餐具,器皿,刀叉等用具。17. Report any guest feedback to the supervisor on duty.向当班主管汇报客人的反馈意见。18. 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。19. Ensure careful handling of equipment and linen as well as following S&Ps for linen exchange要确保用具和布草交接工作的准确性。PREFERED KNOWLEDG
16、E/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 Fluency in English will be a definite advantage与工作相关的英语知识-英语会话流利者优先。F&B Service experience preferred but not essential最好有餐饮服务经验。Banquet Basic Knowledge for New Employees宴会厅新员工所需掌握的基本知识l Loc
17、ation of Grand Ballroom, Ballroom I, Ballroom II, Pre function Area, Banquet Bar, Banquet Stewarding, Banquet Store, Meeting Room1 - 10 and Business Center.l 宴会厅,宴会厅走廊,宴会洗碗间,宴会厅仓库,会议室1-10,商务中心l Location of Toilet near to Ballroom and meeting roomsl L离宴会厅和会议室较近的卫生间l Telephone No. of hotel l 酒店电话号码l T
18、ime Sheet for sign in & sign out , Duty Rosterl 签到签出表,排班表l F&B Organization Chart l 餐饮部组织结构图l Name of his/her collegesl 同事英文名字l Location of Wan Li Chinese restaurant, Chinese kitchen, Western kitchen, Banquet, Stewarding, Lobby Lounge, , Renaissance Brasserie, l 中餐厅,中厨房,西厨房,宴会厅,管事部,大堂吧,西餐厅的方位l Under
19、stand the security responsibilities of Banquet and Location of Fire-Proofing Doorsl 了解宴会厅的安全责任及防火门所处的位置。l Know the opening time of each outlet in F&Bl 了解餐饮部其它部门的营业时间Food & Beverage Equipment餐饮用具Chinaware: 瓷器Ashtray 烟缸B/B Plate 面包盘Coffee Cup 咖啡杯Coffee Saucer 咖啡底盘Creamer Jug 奶缸Dessert Plate 甜品盘Dinner
20、Plate 主食盘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 Pot 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 Cr
21、aft 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 服务叉Serving Spoon 服务勺Serving Tong 服务夹Soup Ladle 汤勺Soup Spoon 汤匙Steak Knife牛排刀Tea Spoon 茶匙Glassware: 玻璃用具Champa
22、gne 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 lecture meeting (Normally most participants)适用于讲座式会议(人数较多); LCP and Screen will be r
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- 酒店 宴会厅 培训 手册 WelcometoB anquet
链接地址:https://www.31doc.com/p-2540832.html