餐饮部中餐厅标准作业流程

STANDARD OPERATION PROCEDURES

标准工作程序CHINESE RESTAURANT

中餐服务

中餐厅标准接待程序

1.How To Greet, Lead And Seat Guest

问候，引领客人入座

2.How To Unfold And Place A Napkin

如何铺口布

3.How To Present Menu and drink list

递菜单和酒水单

4.Chinese Tea Service

服务中国茶

5.Preparing to serve drinks from a tray

准备用托盘给客人服务酒水

6.How To Take Food Orders

怎样点菜

7.Menu Knowledge

菜单知识

8.Serve food

食品服务

9.How To check guest satisfaction

怎样检查客人意见

10.How To changing bone plate

怎样换骨碟

11.How to change ashtray

怎样换烟缸

12.Up sell Dessert

推销甜品

13.How To Present Bills

怎样给客人递帐单

14.How To Process Payment Charges - Cash / Credit / Room Guest And Present Change 如何为客人用现金/信用卡/挂房帐方式结算？

15.How To Thank Guest And Bid Guest Farewell

感谢并欢送客人

16.Table Clearing and Re-setting When all Guests of the Party are Gone

客人离开后收台摆台

17.Lunch Service

午餐服务

18.Service A-La Carte Dining

大厅服务

19.Family Style Service

家庭式服务

20.PDR Service

厅房服务

21.Face towel

香巾

22.Serving Whole Fish

服务鱼

23.How To Serve "Hua Tiao Wine”

怎样服务花雕酒

24.How To Serve "Mao Tai"

怎样服务茅台

25.Serving Food on table where there is insufficient space 餐桌上没有足够的空间服务

26.Scarves Service

披肩服务

27.How to handle Lazy Susan

转盘的操作

28.Checking On Service

检查服务

29.Handling Guest Enquiry

如何处理客人询问

munication During Service

服务期间的沟通

31.Relaying Guest Complaints to Service Leader

将客人的投诉汇报给领班

32.When the Restaurant is Full

当餐厅客满时

33.How To Take Reservation Over The Phone

接听电话预定

34.How To Answer Calls

如何接听电话

35.How To Place Calls On Hold

处理来电等候

36.How To Transfer Calls

转接电话

37.Taking a Reservation / Special Request and Entering it in the reservation book 接预定/特别要求

38.Reconfirming Reservation

确认预定

39.Cancellation of Bookings

取消预订

municating with the Service Leader

和主管的沟通

munication special guest information to the staff

将客人的特殊信息传达给员工

42.Assigning Tables under Reservation

根据预定分派桌子

43.Hostess Opening duties

领位开档职责

44.Head Pantry Supervise the MISE-EN-PLACE

HEAD PANTRY负责准备的工作

45.Head Pantry Pre-check all private function menus with the chopper section HEAD PANTRY 提前和沾板主管确认所有厅房的预定菜单

46.Check all dishes at the pass from the kitchen

HEAD PANTRY 在出菜前检查所有菜品

47.Head Pantry Special condiment preparation for the VIP Room

HP 给VIP 房准备特殊的汁酱

48.Head pantry Closing Duties

HP关档职责

49.How to Handle Wrong Order

如何处理错误的点单