1、五星级酒店餐饮部咖啡厅操作手册 sop五星级酒店餐饮部咖啡厅操作手册介 绍Food and Beverage is a hugely diversified Department that has to cater to guests varied needs in a polite friendly and professional manner while at the same time striving for optimum profitability餐饮部是一个大部门它要在同一时间迎合客人在礼貌友好专业态度上的不同要求同时追求最佳的效益As the public becomes m
2、ore knowledgeable the demand upon the Food and Beverage Department to satisfy their needs becomes a greater challenge To meet this challenge we need to provide our guests with a quality of service and product that is second to none 当相关政策被人们所广泛熟悉的同时餐饮部在满足客人的需求方面遇到的极大的挑战为了迎接挑战我们唯一能做的就是给我们的客人提供高质量的服务和产
3、品To achieve this the Food and Beverage Department needs to set standards for quality of service and product 为了实现这一目标餐饮部制定了一系列有关服务和产品的标准This manual has been structured in a user-friendly format Giving various job descriptions and job list with tasks and service standards relevant to that position这些准则
4、有相当友好的界面格式对不同的工作岗位进行了描述列出了每个岗位的工作职责以及相关了服务标准The main objective of EZ cafe is to contribute to the profitability of the Food Beverage Department as well as to maintain a standard of performance that is expected in the entertainment industryEZ咖啡厅的主要目标是在给餐饮部尽可能创收的同时也要保持消费行业的服务水准APPEARANCE AND GROOMING仪
5、容仪表OUR GOOD IMAGE BEGINS WITH YOU树立良好形象As a staff of EZ cafe you play a vital role in shaping the public image and reputation of one of Shanghri-Las best restaurants作为 EZ咖啡厅的一名员工你所树立良好大众形象及声誉对于这一香格里拉大酒店最好的餐厅起着致关重要的作用Providing good service the kind of service that makes people want to return again an
6、d again entails much more than simply knowing your job The Hospitality Industry places special demands on personal qualities and conduct that few other industries require提供良好的服务这种服务能够使顾客乐意再来而不是对你的工作只停留在简单的表面认识上比其他的行业酒店业对于个人的品德和操守的有特别的要求You have been employed for your specific job because we believe
7、that you possess special skills and qualities which will make you an asset to the company The following guidelines will assist you in achieving your personal presentation and grooming which will ensure that you project the professional image that our guests expect你现在所从事的是一项特别的工作因为我们相信你具有特殊的技能这也是你加入我
8、们公司的原因以下的这些规定将会帮助你实现个人仪容仪表的塑造以确保你能建立起客人所希望的形象IMAGE vs LOOKS形象和外表The EZ cafe image deals with two major aspects of an individualEZ咖啡厅的形象由两个方面构成Presentation - which entails appearance and grooming外表 - 包括外表和装饰Conduct - which covers behavior attitude and etiquette操作 - 包括行为态度和礼仪Certain codes and guidelin
9、es have been outlined in this manual to help you formulate your own way of responding to situations that arise while you are working这一手册中已列出了相关的规则可以帮助你在应对相应的工作情况By following these guidelines and by bearing in mind at all times that our guest is the most important person you will be able to offer the
10、 highest standard of service possible只有准守这些准则时刻把客人是最重要的牢记在心才能尽可能地为客人提供最高标准的服务You are an important image-maker This manual will help you believe in your own abilities to enable you to bring out the best in yourself in order to develop self-confidence Not only will you add incalculable value to our re
11、staurant moreover will enable you to build a rewarding career within the company你是致关重要形象树立者这个手册将让你相信自己能把自己塑造到最好从而建立自信心这不仅能为酒店增加不可估量的价值而且能将对你在公司中的职业生涯大有益处PERSONAL APPEARANCE个人外表It is a fact of life that people form their first impression of others from their outward appearance as a member of the Hosp
12、itality Industry Initially physical appearance counts more than in most fields Employees in this industry work in highly visible jobs circulating amongst discerning guests作为酒店业的成员人们总是通过他人的外表来建立对别人的第一印象的外表在一开始要比任何许多方面都重要酒店行业的员工从事的是一种门面性的工作他的周围有着许多带有鉴赏眼光的客人A smartly dressed well-groomed employee who h
13、as made the most of his physical appearance immediately sways our guests一个穿着得体仪表端庄的员工将会给客人留下很好的印象Slovenly or careless grooming outlandish or extreme hairstyle make-up and accessories will create a low-grade impression to our guests相反的外表懒散头发不修边幅不得体的化装和首饰都将给我们的的客人留下不好的印象As an employee you are assigned
14、 specific tasks and responsibilities In addition to these tasks you are an ambassador of goodwill You are expected to become competent in promoting good guest relations on certain levels作为一名员工除了肩负特有的责任和任务以外你还应是一位亲善大使具有提升和客人的良好关系的能力The following personal presentation code outlines the grooming standa
15、rds expected for all employees一下是针对所有员工的着装准则If any aspect of the personal presentation code seems incomprehensible to you do not hesitate to discuss them with your Department Head如果你对里面的任何方面有什么不理解的请不要犹豫可以和你的部门领导共同探讨GROOMING着 装All employees must observe the following所有的员工必须遵守以下规定Uniforms must be worn
16、 on duty当班的时候必须穿制服Staff may keep a set of uniforms in their lockers They are held responsible for taking care of the uniforms issued to them These are to returned to the Uniform Issuance Dept when they go on leave and should not be brought home员工可以在自己的柜子里留一套制服必须妥善保管制服当他们离岗时必须制服交还给制服保管部门而不能带回家No badg
17、es ornamental buttons or jewelry and lavish accessories should be worn on the uniform unless issued by the company不能戴徽章装饰性的纽扣首饰多余的配件必须放在公司制服里面PERSONAL HYGIENE个人卫生Good personal hygiene habits must be observed at all times A daily shower is essential along with the use of an effective deodorant or ant
18、i-per spirantOral hygiene is also essential Your programme should include regular brushing and flossing of teeth and use of a mouthwash or breath mints before or during your shift口腔卫生也很重要你必须有规律地刷牙在当班前或是当班过程中使用漱口水或是口气薄荷喷雾剂SKIN皮肤A clear complexion is important If you have acne dry skin or other skin d
19、isorders seek advice from a skin care consultant Other conditions such as cold sores impetigo and tinesa are not only unsightly they can be contagious If you suspect that you have a skin disorder consult our Medical Department immediately有干净的肌肤很重要如果你有痤疮皮肤干燥或是其他肌肤问题要去咨询皮肤顾问寻求解决有些状况如感冒疮脓疱病不仅不好看而且会传染如果
20、你怀疑你有皮肤问题请到我们的医药部门查询UNIFORMED MALE EMPLOYEES穿制服的男员工HairMust be neat and tidy at all times The style should be contemporary but never extreme Hair length must not extend past the bottom of the earlobe collar or eyebrows必须时刻保持干净整洁发型可以是时尚的但不能过于夸张头发的长度不能过耳垂及领口留海不能过眉毛Sideburns are acceptable provided the
21、 length does not exceed past the bottom of the earlobe and the style is not extreme胡子的长度不能过耳垂造型不能太夸张要让人能够接受Extreme styles such as shaved scalps rat tails and dreadlocks are not permissible所有古怪的造型如理光头留小辫子或长发绺都是不允许的Styling gels and hair tonics may be used to ensure that hair ends remain in place发胶及护发素
22、不要使用太多Your hair colour should look natural If highlights or colourings are used they should enhance your hair subtly and naturally Extreme fashion colours are not allowed头发的颜色看上去要自然如果挑染或是染发要让你的头发看上去自然细致夸张的颜色是不允许的Wigs and hairpieces are permitted provided they meet the above requirements如果假发及假眉毛符合以上的
23、标准是允许使用的Facial Hair面部的清洁A well-shaven face is essential Beards are acceptable if kept neat and well trimmed Beards should be grown in your own time Two or three day growth is prohibited有清洁的面部很重要胡须如果能修剪平整是允许的根据个人的情况对胡须进行修剪一般不能超出两到三天Moustaches are also acceptable but must conform to the standards list
24、ed below留鬓角必须符合以下的标准Neatly trimmed and clipped修剪平整No narrower than 12 mm宽度不小于 12毫米The horizontal width and downward drop may not extend more than 12mm beyond the corners of the mouth离嘴角四周不能少于 12毫米Fingernails手指甲Must be clean and neatly trimmed at all times手指甲要随时保持干净修剪平整Scent体味Cologne or after-shave i
25、f used should be subtle It should not clash with your deodorant soap or talc可以使用一些古龙香水或是须后水这不和你所使用的除臭剂香皂或是滑石粉相冲突Jewelry首饰No earrings are permitted If a necklace is worn it must be kept inside the shirt A single bracelet and dress ring either silver or gold may be worn不允许带耳环如果有戴项链必须把它藏在衬衫的里面只能佩带一只手镯或
26、戒指A dress watch if worn must be subtle in design Watch faces may be no larger than 30mm in diameter and preferred colours are black gold silver or white如果佩带手表表面直径不能大于 30毫米最好选用黑色金色银色或是白色Spectacles眼镜Framed styles must be subtle and should compliment your own natural facial features Extreme fashion sty
27、led glasses is not acceptable If your doctor prescribes dark glasses they may be worn provided that the eyes can still be seen眼镜的边框要符合个人的脸型不能佩带造型过于夸张的眼镜如果你的医生嘱咐你要佩带墨镜必须确保你的眼睛还能该看清东西Shoes鞋子Comfortable and supportive shoes must be worn at all times Staff shoes must conform to the dress codes dictated
28、by their respective department Shoes must be cleaned and polished regularly穿舒适平稳的鞋子员工鞋必须符合所属部门的制服号码鞋子要经常清洁擦拭Belts腰带If your trousers have belt loops a plain belt may be worn The belts colour should closely match your trousers and be no wider than 40mm Oversized or ornamental buckles are not permissib
29、leUndergarments衬衣Undergarments are to be worn at all times A singlet or undershirt is permitted Flesh or white colours are recommended Coloured or motif undershirts must be visibly wornUNIFORMED FEMALE EMPLOYEES穿制服的女员工Hair头发Hair must be neat and tidy at all times The style should contemporary but ne
30、ver extreme If you are wearing long hair tie it and bond it during hours of duty Your hair should not block your vision or cover your identification badge头发必须时刻保持干净整洁发型可以时尚但不能过于古怪如果你留长发必须在当班的时候把头发扎起来头发不能遮住你的视线或是你的工作牌Extreme styles such as shaven scalps rat tails twines beads and exaggerated teasing
31、are not acceptable造型古怪的发型如光头留小辫子扎两个辫子麻花辫或任何怪异的梳法都不允许Styling gels or hair sprays are recommended to ensure that hair ends stay in place不要使用过量的发胶及喷雾剂Your hair colour should look natural If highlights or colouring are used they should enhance your hair subtly and naturally Extreme fashion colours or re
32、vealing dark roots are not permitted Hair colour treatment if theres any should be maintained as often as necessary头发的颜色要自然如果挑染或是全染要让你的头发看起来自然精美过于夸张的的颜色或是现出头根的黑色都是不允许的如果有染颜色要及时的补色让颜色保持一致Wigs and hairpieces are permissible provided they meet the above requirements假发及假眉毛如果符合以上的条件可以使用All accessories su
33、ch as pins combs or elastic bands should match the colour of your hair while ribbons or bows should coordinate with the colour of your uniform所有的饰物如别针头梳及牛皮筋都要和你头发的颜色协调头上稠带的颜色要和你制服的颜色协调Fingernails手指甲Must be clean and neatly trimmed at all times Nail polish is not compulsory Should you choose to wear
34、nail polish the colour should be pale or translucentMake-up化妆Wearing make-up is a must From both presentation and skin protection point of view a basic make-up should include blush or rouge lipstick eye shadow and mascara必须化妆从外表及保护皮肤的角度出发基本的化妆包括胭脂口红眼影和眉毛膏Always apply only light make-up to enhance yo
35、ur own natural features and skin complexion Ensure that you make the most of your appearance at all times只要化能够体现你个人自然气质及保护皮肤的淡妆就可以了确保时刻体现自己就完美的一面Scent体味Perfume or cologne f used should be subtle It should not clash with your deodorant soap or talcJewelry首饰Only one pair of subtle-designed earrings ma
36、y be sported of which the length and width are no more than 20mm in diameter Earrings worn on the nose are unacceptableA necklace if worn is restricted to a single strand either gold silver or pearl Any pendant or drop in the chain must be no more than 20mm in length or width and the design should b
37、e faint如果佩带项链只能有一条可以是金的银的或是珍珠项链项链的坠子长度和宽度不能超过 20毫米设计要简单A single dress ring or bracelet on each hand may be worn provided that the designs are delicate either gold or silver每只手只能戴一个戒指和一个手镯必须设计精美银的或是金的A dress watch if worn must be subtle in design Watch faces may be no larger than 20mm in diameter and
38、 preferred colours are black gold silver or white如果佩带手表手表的设计必须精美表面的直径不能超过 20毫米颜色最好是黑色金色银色或是白色Spectacles眼镜Framed styles must be subtle and should compliment your own natural facial features Extreme fashion styled glasses is not acceptable If your doctor prescribes dark glasses they may be worn provid
39、ed that the eyes can still be seen眼镜的边框要符合个人的脸型不能佩带造型过于夸张的眼镜如果你的医生嘱咐你要佩带墨镜必须确保你的眼睛还能该看清东西Shoes鞋子Comfortable and supportive shoes with a minimum heel of 25mm must be worn at all times Staff shoes must conform to the dress code dictated by their respective department Shoes must be clean and polished r
40、egularly鞋子必须要舒适鞋跟最少要 25毫米员工鞋必须符合所属部门的制服号码鞋子要经常清洁擦拭Stockings Pantyhose袜子Stockings or pantyhose must be worn at all times Natural colours are preferable patterns or thick-ribbed styles are not permissible必须穿袜子最好是自然的的颜色有印花的袜子不能穿Undergarments衬衣Flesh coloured undergarments must be worn underneath sheer b
41、louses and dresses at all times裙子里面必须穿肉色的衬衣CONDUCT AND ATTITUDE 行为和态度CONDUCT 行为Being presentable and well groomed is only a part of the total image we project to our guests How you react to our guests the manner in which your provide service and treat guests provide the TOTAL image仪容仪表只是我们给客人印象的一部分礼
42、貌会给客人提供的服务中留下深刻的印象The manner in which we offer service to a guest should be as you would treat them in your own home offering assistance if and when required对待客人的要求应象在你家里一样礼貌的对待Remember to always to give courteous knowledgeable and friendly service From the moment the guest arrives it is up to you t
43、o establish a positive relationship for doing business satisfying their needs making them feel comfortable relaxed looked after and welcomed thus building his desire to return记住总是提供礼貌专业和友善的服务To be successful in our industry you require a positive attitude Make the most of the things you do be enthus
44、iastic get involved and share it with your guests your department and colleagues要积极的态度去工作才可以取得成功热情的投入工作将棘手的问题与你的客人部门和同事一起讨论You are valuable and are a vital part of our operation with much to contribute Believe in your own abilities do things to the best of your capacity and make others and yourself
45、feel good你是我们工作中必不可少的一员相信自己的能力把工作做到让自己和别人都满意The right attitude can move mountains the wrong attitude destroys everything and leads to total failure Remember this put it into practice and you are a WINNER正确的态度可以将大山移走错误的态度可以破坏任何事物并领引失败 记住它 将它放入练习你将会是一个胜利者ATTITUDEYour attitude is the key to your succes
46、s and happiness It is also the guide to the success of our operation Attitude is your mental position with regard to how you view facts and situations你的态度是你的成功和快乐的关键它也是通向成功的指南态度是你如何看事实和情形的智力定位Your attitude towards a guest or colleague influences your behavior You cannot always camouflage how you fee
47、l 你对客人或同事的态度会影响你的行为你不能总是伪装你的感觉Your attitude determines the level of your job satisfaction你的态度决定你工作满意度的标准Your attitude affects everyone that you come into contact with in person or by telephone你的态度影响你直接或电话接触的每一个人Your attitude is not only reflected by your tone of voice but also by the way you stand o
48、r sit your facial expressions and in general body language你的态度不但从你的音调和声音而且从你的站姿和坐姿面部表情和肢体语言反映出来Your attitude is not fixed the attitude you choose to display is really up to you你的态度不是固定的-你所表现出的态度由你的自己决定THE PLEASE CONCEPT 愉快的概念P Positive 积极的The way you stand walk and look throughout the restaurant wil
49、l convey an image to our guests You need to ensure that it is a positive and attentive effort to cater to their needs and desires你穿过餐厅时你的站姿行走和面部表情都会传达一种信息给客人你需要确保它们是积极的并努力的迎合客人的要求L Look and Listen 看和听By being alert and attentive to our guests needs and wants by showing pride in your work and workplace you reflect professionalism and effectiveness警惕和专心留意客人的需要来表现你引以为豪的工作和工作场所从而反映出你的专业和效力E Expression 表情Facial expressions convey a wealth of meaning to our guests It can depict your moods and feelings面部表情反映出对客人的态度他可以反映出你的心情和感觉
