国际酒店餐饮部操作基本标准(英文版)

PHYSICAL SPACE

Restaurant is well lit, fresh and inviting Air is fresh, no evidence of kitchen odours or smoke Floral statement in central location of entrance Fresh flowers on tables are in an attractive vase and of proportional height, potted plants are not used Tables are set symmetrically Minimal machinery, printer and kitchen noise Live music, when appropriate, at a level that easily allows conversation Creative water service is in place – bottled water is offered for sale Freshly prepared coffee, decaffeinated coffee, espresso, cappuccino and teas available At least three freshly squeezed juices, including juice of the day available (breakfast)
All Servers upsell beverage brands and sell cocktails by making suggestions Ladies' orders are taken first and the host last All Servers are knowledgeable of well brands, signature drinks, correct glassware and garnishes Eye contact is maintained with guest while taking an order Employees are knowledgeable of all wines Drinks are served within 3 minutes of being ordered Guest receives the drink ordered; drinks are not “auctioned” Beverages are served to the right of the guest Employee does not touch the rim of the glass when serving beverages
来自百度文库
REMOVAL OF EXTRA SETTING
WATER SERVICE, IF APPLICABLE
Water is cold Water is served within 2 minutes of guest being seated
COCKTAIL ORDER

DRINKS
RESERVATIONS

Reservations honoured and accepted (tables held for 15 minutes after reservation time) Availability for requested reservations is checked prior to confirmation to the guest All information written is verified with the guest When requested reservation is not available, an alternate time is suggested Employee is near the door to greet each guest personally Host's name is recorded Guest welcomed, by name, when possible, as they approach the restaurant Cultural sensitivity is demonstrated with greeting and interaction with guests Escorted to a set table Assistance given within 1 minute of being seated Captain greets guest by name (luncheon/dinner) System is in place to recognise guest by name Guest offered a beverage on seating Newspapers are available (breakfast)
ROSEWOOD MINIMUM OPERATING GUIDELINES
FOOD & BEVERAGE – Front of the House
To ensure a quality experience for all guest through providing an environment and
WELCOME
GUEST TABLESIDE GREETING
Employee approaches table within one minute with a smile, warm greeting and recognizes guests by name All extra settings are removed during first contact with the table
BREAKFAST, LUNCHEON AND DINNER SERVICE
ambience in keeping with Rosewood’s tradition of excellence. To provide service at a pace that is tailored to the guest’s individual needs.