国际酒店送餐服务SOP

ROOM SERVICE / IN ROOM DINING
送餐服务/在房间里用餐
(‘ROOM SERVICE THAT REALL Y DELIVERS’ is a branded marketing
programme introduced by BHR-ANZSP, embracing the BHR-AP Room Service
Standards. See FB 2.18/19).
送餐服务是真正的递送服务，是销售的一项程序，在BHR-ANZSP里有介绍，
还有送餐服务的标准（. 见FB 2.18/19）.
SERVICE TIMES
服务时间
FB 5.01 HI: Room service must be available for a minimum of three hours for breakfast and dinner and a minimum of three hours for lunch, if the restaurant is open for
the lunch period. The menu must contain a selection of food items suitable for all
restaurant meal periods, including children’s items. ANZSP –Also see
Best-4-Breakfast: MS 8.
送餐部至少要有3个小时的早餐时间和正餐时间，最少要有3个小时的午餐
时间，如果餐厅在午餐时间开的，那么菜的种类必须是所有餐厅中可供选择
性的（包括儿童的）ANZSP-见Also see Best-4-Breakfast: MS 8.
CP: Room service must be available at a minimum from 6:00am until 12
midnight. The menu must contain a selection of hot and cold items suitable for
the morning, midday and evening meal periods, including children’s items. A
limited menu may be offered for in-room dining after the restaurant closes.
送餐部的营业时间至少要从早上6：00到凌晨12：00，早上的菜必须要包
括热菜和冷菜的选择，中午和晚上要包括儿童餐，在餐厅停止营业时可以适
当的提供在房间用。

I-C: Room service must operate 24-hours per day. The menu must contain hot
and cold breakfast, lunch, dinner and supper items
送餐部必须每天24小时营业，菜必须要包括热菜和冷菜种类，还有午餐和
正餐及夜宵。

ORDER-TAKING
FB 5.11 All Hotel and Resort guestrooms will have a breakfast doorknob menu/order form that clearly states the collection time. The menu may include complete/set
breakfasts (e.g.: Continental, Tropical) and a la cart selections that must also
include local specialties.
FB 5.12 Guests must be offered the choice of submitting the breakfast order form signed or unsigned Some guests may perceive that placing a signed order in the public
corridor is an infringement on their privacy or security. (See Check Procedure).
FB 5.13 Telephone will be answered before fourth ring with a clear and friendly script, using the guest’s name. Any calls put on hold will be done so for a maximum of
thirty (30) seconds.
要在第四声之前并用清晰和友好的声音接听电话，称呼客人的名字。

其他
的电话在让客人等候时最多不要超过30秒钟。

FB 5.14 Order-taker will be fluent in the local language and English language, with a complete knowledge of the menu as well as the item preparations and any daily
specials available. Order taker must ensure that voice is clear, conscious of speed,
tone, volume and clarity.
接单员要用流利的方言或者英语来完善点菜的知识，但首先作好点菜的准
备，看些在当天特别的推出。

接单员必须要保证声音的清晰，有意识的提
高速度.音调.分量. 明细度。

FB 5.15 The order taker should take the opportunity to on-sell, such as offering the guest an additional beverage with lunch and dinner and advise of special promotions
such as wine of the month.
接单员应该抓住时机来升级销售。

像这样，就可以提供给客人在午餐或时添
加额外的饮料，也促进了每月酒的销售量。

FB 5.16 Off-menu requests will be accommodated when possible, or an alternative may be offered.
如有可能可提供菜，可能是二者选一。

FB 5.17 Order is repeated back to customer. At this point, a desert or coffee should be suggested if not already ordered by the guest.
接单员再三充当的是消费者. 这样就表明，一份点心或咖啡就可以暗示是否
已经为客人准备好了。

FB 5.18 Customer will be told how long order will take and orders will be delivered within time quoted by order-taker.
消费者将会告诉我们多久撤走，接单员在这段时间就注意到什么时候可以出
报价。

FB 5.19 Room Service orders are delivered within the following scale:
Tea/Coffee/Beverage, 10 minutes
Continental Breakfast, 15 minutes
Low calorie and full breakfast, 20 minutes
Lunch, 25 minutes
Dinner, 25minutes
Snacks, 20 minutes
送餐部的接单员递货期间内应做到以下几点：
茶/咖啡/饮料，10分钟
欧式早餐，15分钟
低热量的卡里路和丰富的早餐，20分钟
午餐，25分钟
正餐，25分钟
快餐，20分钟
FB 5.20 HI: Delivery must be within thirty (30) minutes of the request or the meal will be provided free of charge, unless the guest is told at the time of order that delivery
will take more than thirty minutes. In these instances, the guest must be told how
long the delivery will take, and delivery must be in the specified time period. If
delivery does not occur in the specified time period, the meal will be provided
free of charge.
客人的请求或是若免费的食物要在30分钟之内递送，除了客人告诉我们
递送的时间以至于可以超过30分钟，像这些实例，客人必须告诉我们什
么时候可以撤走，在递送时必须详细列入清单。

如果在递送时发现没有列入
清单，食物将会是免费的。

CP: Delivery must be within thirty (30) minutes of the request or the meal will
be provided free of charge, unless the guest is told at the time of order that
delivery will take more than thirty minutes. In these instances, the guest must be
told how long the delivery will take, and delivery must be in the specified time
period. If delivery does not occur in the specified time period, the meal will be
provided free of charge.
客人的请求或是若免费的食物要在30分钟之内递送，除了客人告诉我们
递送的时间以至于可以超过30分钟，像这些实例，客人必须告诉我们什
么时候可以撤走，在递送时必须详细列入清单。

如果在递送时发现没有列入
清单，食物将会是免费的
I-C: Delivery must be within thirty (30) minutes of the request or the meal will
be provided free of charge, unless the guest is told at the time of order that
delivery will take more than thirty minutes. In these instances, the guest must be
told how long the delivery will take, and delivery must be in the specified time
period. If delivery does not occur in the specified time period, the meal will be
provided free of charge.
In case of delay, order-taker / supervisor will contact the customer and apologize
for delay, inform new estimated time of order arrival, and thank customer for
patience. Order will be expedited.
客人的请求或是若免费的食物要在30分钟之内递送，除了客人告诉我们
递送的时间以至于可以超过30分钟，像这些实例，客人必须告诉我们什
么时候可以撤走，在递送时必须详细列入清单。

如果在递送时发现没有列入
清单，食物将会是免费的。

像这样的情况，文员或是主管将立即联系客人并致以歉意，确认重新的时间
为客人点菜，并感谢客人的忍耐性，接单员并迅速上重新的菜。

FB 5.21 Customer will be thanked for order by using the customer’s name and con firming room number.
客人会因为员工能用客人的名字称呼他（她），并能记住自己的房号而感到
高兴。

FB 5.22 Standard photographs of all dishes and tray and trolley set-ups will be displayed prominently in Room Service area, and adhered to.
在器皿和碟子上设置的标准的图案将显著的展现出送餐的服务区域或忠诚。

ORDER OF SERVICE
接单员服务
FB 5.31 Server will ensure tray/trolley is complete comparing against check and adding condiments prior to leaving room service area.
服务员将确保盘子或手推车来完成并检查是否有误和在
离开送餐服务区域前增加调味品。

•Crockery and cutlery should be checked to ensure they match specifications and are all the same style.
要检查所有的陶瓷和餐具确保他们的规格和所有的风格是否相称。

•Cleanliness of trolley and hot cabinet to be checked.
清洁盘子和带有格子花纹的热橱柜。

I-C: Presentation will include fresh flower.
Lunch and dinner service will include mints or petit fours
介绍并包括鲜花。

午餐和正餐服务将包括铸造和没有价值的。

FB 5.31 Server will use service lift, not guest lifts
服务员于服务电梯，而不是的客梯。

FB 5.32 Server will knock or ring doorbell and announce “Room Service”. Server will wait ten seconds and then knock or ring again.
服务将锁上或响门铃以及通知送餐。

服务将等待10秒钟然后锁上并再次响
门铃。

FB 5.33 In case of no response, server will call customer’s room from nearest telephone and inform guest that order is ready for delivery.
像这样没有反映，服务员从最近的电话打电话给客人与客人确定接单员将
为你准备递送。

FB 5.34 HI: Food must be delivered at the proper temperature, served with appropriate plate covers. Plastic wrap foil is not permitted for a main course.
食物递送必须要有适当的温度，服务员要用适当的盘子盖上。

塑胶外套不允
许有自己的做法。

CP: Food must be delivered at the proper temperature, served with appropriate
plate covers. Plastic wrap foil is not permitted for a main course.
食物递送必须要有适当的温度，服务员要有适当的盘子盖上。

塑胶外套不允
许有自己的菜。

I-C: Food must be delivered at the proper temperature, served with appropriate
plate covers. Plastic wrap foil is not permitted on any course or beverage. A hot
cabinet should always be used for hot food.
食物递送必须要有适当的温度，服务员要有适当的盘子盖上。

塑胶外套不允
许有自己的菜或是饮料。

热的橱柜应该总是放些热食物。

FB 5.35 Server will wait for customer to open door, then greet customer in a friendly manner using customer’s name and making eye contact.
服务员应该等待客人开门，然后用友好的方式，称呼客人的名字，和目光接
触的问候客人。

FB 5.36 If newspaper is outside the door, server will place this on tray/trolley.
如果报纸在门外，服务员应该将它放在盘子或手推车上。

FB 5.37 If “Do Not Disturb” sign is in place, the server should follow the standard
delivery procedures. When customer answers the door, the server will
acknowled ge the room service request is being honoured over the “Do Not
Disturb” signage in the event that the guest forgot to remove the “Do Not
Disturb” sign.
如果放置了‘’请勿打扰‘’，服务员标准的程序递送，当客人回应了，服
务器就说是送餐服务以至与受打扰，让客人忘记了移动‘’请勿打扰‘’
的牌子。

FB 5.38 Server will ask customer where they would like the tray/trolley placed, and chair(s) should be laced in the appropriate position.
服务员要问客人喜欢把盘子和手推车放置在什么地方。

椅子也要放到适当的
位置。

FB 5.39 Server will offer to pour coffee, tea, beverage.
服务员也要提供灌注咖啡，茶和饮料。

FB 5.40 If using trolley with hot cabinet:
如果用热橱柜里的手推车：
•If meal consists of cold starter and main course, server will offer to remove hot food from hot cabinet/plate warmer. If declined, attention will be drawn
to hot equipment and server will extinguish heat source/Sterno and remove it
from the room. Server will remove cover from starter.
•If meal consists of main course only, server will remove plate cover when plate is set in place.
FB 5.41 Glass covers (stan-caps/wrap) will be removed from filled glasses.
FB 5.42 Wine will be presented, opened and poured. Beer will be opened and poured.
酒将作为赠品，公开和灌注，啤酒将作为公开和灌注。

FB 5.43 Guest will be asked if anything else is required. At dinner service, the server should ask the guest if they would like their breakfast doorknob order taken to
Room Service.
如果有任何的需要客人将会问。

在正餐服务时，服务人员应该问客人是否需
要在他们的早餐时有人把手并叫送餐服务。

FB 5.44 Ice buckets in VIP rooms with bar set up are to be replenished before 18:00 hrs daily, with lemon slices, nuts, etc.
每天18：00之前要为VIP客人房间里的吧补充冰桶，柠檬薄片，坚果等。

CHECK PROCEDURE
检查程序
FB 5.51 Check will be presented in a clean check-presentation folder with a branded pen 检查将在一个很干净的介绍文件夹里用钢笔填写赠品。

FB 5.52 Folder will be opened when presenting to guest
将有增品给客人的时候就将打开文件夹。

FB 5.53 Customer name and room number will be pre-written, requiring only the customer’s signature.
记下客人的名字和房号，需求要客人的签名。

FB 5.54 Check should clearly indicate whether service charge/gratuities are inclusive or not, in English and local language.
用英语和当地的方言指出，查应该干净是否需要服务费/是否包括增品。

FB 5.55 Cash should not be accepted as payment unless customer wishes.
除了客人的请求，否则在付帐时不接受现金。

FB 5.56 If doorknob menu has been signed by customer, check will not be presented.
如果客人已经填写好门把手菜单，不要当面检查。

TROLLEY / TRAY COLLECTION
手推车/盘子的收藏
FB 5 61 Server will wish customer a pleasant a day/evening and inform customer about tray/trolley collection.
服务员希望客人能有愉快的一天/夜晚并确定客人的盘子和手推车的珍藏情
况。

FB 5.62 Server will inform Manager/Supervisor of room number, which will be noted, with collection instructions from guest.
服务员还将确认经理/主管的房号，从客人那里得知收藏指令哪个是著名的。

FB 5.63 HI: Soiled trays must be picked up immediately upon request. Guest corridors are to be regularly checked for trays/trolleys at maximum two-hour intervals.
污染的盘子应该在客人需求之前立即拿走，在客人的走廊上应该检查是否有
规律的摆放盘子/手推车，最多不能超过两个小时没有。

CP: Soiled trays must be picked up immediately upon request. Guest corridors
are to be regularly checked for trays/trolleys at maximum one-hour intervals
污染的盘子应该在客人需求之前立即拿走，在客人的走廊上应该检查是否有
规律的摆放盘子/手推车，最多不能超过两个小时没有。

I-C: Soiled trays are to be picked up immediately upon request. Guest corridors
are to be regularly checked for trays/trolleys at maximum one-hour intervals
污染的盘子应该在客人需求之前立即拿走，在客人的走廊上应该检查是否有
规律的摆放盘子/手推车，最多不能超过两个小时没有。

FB 5.64 Server will collect trays/trolleys and return to wash-up area where trays/trolleys are off-loaded
服务员将收集盘子/手推车，并回到洗洁区域看那些已经好了。

FB 5.65 Trained ‘first-aider’ will be on call dur ing all opening hours of the restaurant 首先培训在餐厅所有营业期间随时待命。

FB 6 MINI-BAR
迷你吧
STOCK / SUPPLIES
备放/补给
FB 6.01 Mini-bar stocks will be set according to demand, local custom and competition.
Beverage selection may include spirits, beers, wines, sodas, juices and snacks.
Non-F&B items, such as disposable cameras, insect repellent, sun block, etc,
may be considered if appropriate to local conditions.
迷你吧将根据需求进行备放，风俗地方和竞争，饮料选择也包括，啤酒，葡
萄酒，苏打水和小吃。

没有餐饮的种类，像这样任意使用，防虫剂，防晒乳
等等，如可能可以根据当地的条件进行过滤。

FB 6.02 Customer will be shown the location of the mini-bar when being roomed.
FB 6.03 Keys to mini-bar will be offered at the front desk upon check-in, if applicable.
如有电缆，客人在登记入住时给客人迷你吧的钥匙。

FB 6.04 Mini-bar will be cleaned and well-stocked with ice compartment free of ice build-up.
迷你吧是很干净，按冰块的体形做了冰块的间隔间。

FB 6.05 Price list and check to be in clean folder near mini-bar.
在迷你吧的旁边放着一个干净的文件夹是价格表。

FB 6.06 Supply items in the mini-bar will include：
补给的种类包括：
• 2 highball glasses
两杯威士忌饮料
• 2 wine glasses
两杯葡萄酒
• 4 paper napkins
四叠餐巾
• 4 paper coasters
• 1 bottle opener and one wine opener (if appropriate)
一个开瓶器和一瓶开启的葡萄酒（如果可以）
• 2 brandy balloons (if required)
两个白兰地气球（如必须）
• 4 cocktail stirrers
4个鸡尾酒搅拌器
These items will be replaced as needed.
这些种类会取代所需求的。

SERVICING
维修
FB 6.07 Mini-bar Attendant will knock on door three (three) times or ring bell once, announce themselves and wait ten seconds. If no reply, staff will knock/ring
again, enter and announce themselves again.
一旦听到3次敲击门的声音或铃声响，迷你吧的服务员就要通知他们自己等
10秒钟，如果没有反映，员工就再锁上或按铃进入并再次通知他们。

FB 6.08 Staff will note if seal affixed between top leading edge of door and housing of fridge has been broken. If not, then the date on the seal will be checked to ensure
that it was last serviced within established elapsed time. If the date falls within
the acceptable period, the mini-bar will not be opened for replenishing.
如果粘贴在门顶端的封条或房间的电冰箱已经坏了，不是，然后在封条是行
注明日期并确保维修共用时间。

在适当的情况下，如果日期掉下来了，迷你
吧就公开的补给，员工要注明。

FB 6.09 Staff will note usage on consumption form and replenish accordingly. Items used but not entered on the consumption form will be entered by staff and replenished.
FB 6.10 A fresh seal will be affixed to the mini-bar in the position indicated in FB 6.08.
Seal will carry wording, “Your Mini-bar has been serviced” together with date of
service
把一张新的封条放在迷你吧易显地方并加上措词，‘’你的迷你吧已经维修
好‘’再加上维修时间。

FB 6.11 If customer is present, they will be thanked and asked if any other service is required.
如果是客人的赠品，如果有其他的服务需求他们将很感谢的询问。

FB 6.12 It is recommended, for safety reasons, that the mini-bar re-stocking be done primari ly with the door shut and the “Attendant in Room” sign displayed on the
outside of the door, or, if for any good reason, then the mini-bar may be
restocked with the door propped open with a rubber wedge and the service trolley
placed across the doorway to prevent unauthorized access. This procedure also
applies when customer is in the room.
被推荐一种安全的设备，迷你吧首先妥当的把门关闭，在门外显示出有服
务员在房间内的标志，或者，如果有任何好的理由，迷你吧将会把门开者
重新推出在维修盘子和手推车时要穿过门口来防止未经许可并进入。

当客人
在房间时这个程序也可以被申请使用。

FB 6.13 All stock has an expiry minimum of three months unless otherwise determined.
FB 6.14 All bottles/cans will be clean and rust-free with labels properly affixed.
所有的瓶装/罐头都要有很干净完全的标签贴上。

BILLING
FB 6.20 If interface between mini-bar and Front Office, attendant will phone/input room number and consumption direct to Front Office.
如果在迷你吧和前厅之间的界限上
FB 6.21 If no interface between mini-bar and Front Office, attendant will send checks promptly to Front Office for posting, with room number and consumption
如果在迷你吧和前厅之间的界限上，服务员打电话/输入房号和前厅把精神
关注在消费上。

FB 6.22 Checkout room consumption will be posted with priority.
CHARGE DISPUTES
FB 6.30 The Front Office Cashier will be empowered to settle disputes up to a set limit set by the General Manager, and after that, the matter will be handled by the
Assistant Manager.
前台收银员有权通过总经理安定关于收费的争吵，过后的事情应该有副经理
处理。

FB 6.30 In case of a late charge, a late charges account will be set up in Front Office and
cashier will post all departed guest charges to this account.
像延迟付款的情况，延迟付款的情况将设置到前台和收银员处，并在这笔账
目里面加速追账。

ICE DISPENSER/VENDING MACHINE
自动售获机/自动贩卖机
FB 6.31 Free ice dispensing machines are required and should be located in noise-isolated alcoves or rooms at convenient locations on each floor. When doors are provided,
a half-glass or view window is required. There should be a minimum of one
machine for every 60 guestrooms; or a minimum of one per floor. Self-serve,
button, or token-operated single serve type dispenser. Open bin access not
permitted.
自动售获机的需求应该隔离查找在每层楼便利的场所。

一部分和窗边景色的
需要，最低有60个客人的房间有一台机器，或每层楼一个，自己服务，纽
扣，有象征的刀，单一服务的售货机。

不经允许打开门也不能进入。

FB 6.32 HI: Soft drink vending machines to provide a minimum of 5 soft drinks and water, either canned or bottled, are required and should be located alongside the
ice machines on each guest floor.
软饮自动贩卖机最低供应5瓶饮料和水，或者是灌装的和瓶装的和必需的，
都应该在客人的每层楼上的冰块机上放着。

CP: Soft drink vending machines to provide a minimum of 5 soft drinks and
water, either canned or bottled, are required and should be located alongside the
ice machines on each guest floor.
软饮自动贩卖机最低供应5瓶饮料和水，或者是灌装的和瓶装的和必需的，
都应该在客人的每层楼上的冰块机上放着。