Welcome to Banquet喜来登培训资料

W ELCOME TO B ANQUET 宴会厅欢迎您

T RAINING M ANUAL

培训手册

T HE B UDDY S YSTEM

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 new 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。

Y OUR B UDDY IS ______________ 你的伙伴是

M ANUAL O UTLINE

手册目录

Job Description

工作职责

STAR Care Service Program

喜达屋关爱服务

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 & Description 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 饮料单

J OB D ESCRIPTION

工作职责

SUMMARY OF POSITIONS:

职责说明

To provide 5 Star hospitality food and beverage service, throughout the Banquet, maximizing guest’s experience, using Starwood Cares.

运用STAR(喜达屋关爱宾客服务计划)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,

in a friendly, competent and professional manner. Promoting a fun work environment and 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 employees will be empowered to resolve guest’s issues, in accordance with the STAR standards, before approaching the Shift Leader for assistance.

完成培训后，即使在没有领导的协助下，也能运用喜达屋关爱宾客服务计划来解决客人的问题。

OBJECTIVES AND ACOUNTABILITY:

目标与重要事宜

1.Learning and following Standards and Specification’s of the outlets/bar.

学习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。