传菜部管理制度及工作流程

传菜部管理制度及工作流程
英文回答：
Restaurant Service Department Management System and Work Procedures.
I. Department Overview.
The restaurant service department is responsible for providing prompt and courteous service to customers, ensuring their satisfaction and dining experience.
II. Management System.
1. Head of Service (HOS): Responsible for the overall operation of the service department, including staff management, training, scheduling, and customer relations.
2. Assistant Head of Service (AHS): Supports the HOS in all aspects of service operations, deputizing in their
absence.
3. Service Captains: Supervise a team of service staff, ensuring efficient and consistent service delivery.
4. Service Staff: Responsible for taking customer orders, serving food and beverages, and handling guest requests.
III. Work Procedures.
A. Pre-service.
1. Set-up: Prepare dining areas, tables, and service stations with necessary equipment and amenities.
2. Briefing: HOS and AHS brief staff on daily specials, menu changes, and any special events.
3. Uniform and Appearance: Ensure that all service
staff adhere to uniform and grooming standards.
B. During Service.
1. Guest Reception: Greet guests warmly and escort them to their tables.
2. Order Taking: Take orders accurately and efficiently, relaying them promptly to the kitchen.
3. Serving: Deliver food and beverages as per the order, ensuring proper presentation and temperature.
4. Guest Interaction: Maintain a professional and engaging demeanor, attending to guest needs and requests.
5. Upselling: Suggest additional items or specials to enhance the guest experience and increase sales.
C. Post-service.
1. Clearance: Remove used dishes, glassware, and
utensils from tables.
2. Resetting: Prepare tables for new guests by resetting linens, cutlery, and glassware.
3. End-of-Shift: Conduct a debriefing with staff to review service performance and discuss areas for improvement.
D. Additional Procedures.
1. Menu Knowledge: Service staff must have thorough knowledge of the menu to effectively assist guests.
2. Special Requests: Handle guest requests for special dietary needs or preferences with care and attention to detail.
3. Complaint Handling: Respond promptly and professionally to guest complaints, seeking resolution and maintaining customer satisfaction.
4. Teamwork: Foster a positive and collaborative work environment, supporting colleagues and promoting teamwork.
IV. Performance Evaluation.
Service staff are evaluated regularly on the following criteria:
1. Customer satisfaction ratings.
2. Service speed and efficiency.
3. Order accuracy.
4. Guest interaction skills.
5. Upselling performance.
中文回答：
传菜部管理制度及工作流程。

一、部门概况。

传菜部负责为顾客提供及时、周到的服务，确保用餐体验满意。

二、管理制度。

1. 领班（HOS），负责传菜部的整体运营，包括人员管理、培训、排班和客户关系。

2. 副领班（AHS），协助HOS处理运营事宜，在HOS缺席时代
理其职责。

3. 服务员主管，监督一组服务员，确保高效、一致的服务。

4. 服务员，负责点单、上菜、处理顾客需求。

三、工作流程。

A. 准备。

1. 摆台，准备餐区、餐桌和服务台，配备必需的用品和设施。

2. 工作简报，HOS和AHS向工作人员介绍每日特餐、菜单变更
和特别活动。

3. 着装和仪表，确保所有服务员遵守着装和仪表规范。

B. 服务中。

1. 迎接顾客，热情地迎接顾客，并带他们到餐桌。

2. 点单，准确、高效地记下订单，及时传达至厨房。

3. 上菜，按照订单送上食物和饮料，确保摆盘和温度合适。

4. 顾客互动，保持专业和友好，满足顾客的需求。

5. 增加销售，推荐额外菜品或特餐，以提升用餐体验和增加销量。

C. 服务后。

1. 清理，清理餐桌上的脏盘子、餐具和用品。

2. 整理，重新摆放桌布、餐具和餐具，为新顾客准备餐桌。

3. 下班总结，与工作人员进行总结，回顾服务表现，提出改进
建议。

D. 附加流程。

1. 菜单知识，服务员必须透彻了解菜单，才能有效地帮助顾客。

2. 特殊要求，细心处理顾客对特殊饮食需求或偏好的要求。

3. 投诉处理，及时、专业地处理顾客投诉，寻求解决方案，维
护顾客满意度。

4. 团队合作，营造积极协作的工作环境，相互支持，促进团队
合作。

四、绩效评估。

服务员根据以下标准进行定期评估：
1. 顾客满意度评分。

2. 服务速度和效率。

3. 点单准确性。

4. 顾客互动技能。

5. 销售能力。