1、WELCOME TO BANQUET宴会厅欢迎您TRAINING MANUAL培训手册THE BUDDY SYSTEM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
2、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 ne
3、w 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。YOU
4、R BUDDY IS _你的伙伴是MANUAL OUTLINE手册目录Job Description工作职责Savvy Service聪明服务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 LCP and Screen will be required for presentation提供投影,屏幕以供演示使用;Flexible set up, Make the best of space and be easy to add or reduce number of seats.特点:布置较
5、灵活,充分利用空间,可随时增加(减少)与会人数;Ice water station and coffee station will be required.需要设置冰水台和咖啡台Classroom Style (Picture Attached)教室式布置:(附图)Apply to the meeting that participants have to make note.适用与会者需作笔录的讲座式会议;LCP and Screen will be required for presentation提供投影,屏幕以供演示使用;The set-up take a lot of space a
6、nd participants are limited.占用空间较多,人数受限制;Generally, Head table will be required to set up.一般要设主席台;Ice water, mints, pencil, paper will be set on the table.提供冰水，薄荷糖; 铅笔和纸Theatre style and Classroom style can be mixed.与前者剧院式布置可结合使用;“U” Shape (Picture Attached)“U”字式布置:(附图)Apply to small seminar or lect
7、ure.适用小型研讨会或讲座;Normally, Low plant are required to put in center of “U” or if not, lecturer can walk freely in center of “U”中间空间较大,放置植物或者让讲师自由走动;Limited participants人数受限制。LCP and Screen will be required for presentation提供投影,屏幕以供演示使用;Ice water, mints, pencil, paper will be set on the table.提供冰水，薄荷糖;
8、铅笔和纸Hollow Square （Picture Attached ）“回”字式布置:(附图)Setup of Hollow Square is similar to “U” shape, but participants can be seated around the table.基本布置同”U”字型,四周均坐人;Plants will be required to place in the center.中间空间较大,布置植物装饰;LCP and Screen will not be required generally.一般不用投影,屏幕等设备;Ice water, mints,
9、pencil, paper will be set on the table.提供冰水，薄荷糖; 铅笔和纸Board Table (Pictured Attached)长桌式布置:(附图)Apply to small meeting that participants are below 20.适用于 20 人以下的小型会议;LCP can be placed on the meeting table.投影设备可直接放置在台上;Participants can be seated around table when LCP is not available.不用投影设备时可四周坐人;Flowe
10、r is required on the center of table.中间可放置花装饰;Ice water, mints, pencil, paper will be set on the table.提供冰水，薄荷糖; 铅笔和纸Cabaret Table小圆桌式布置:(附图)Apply to training that there are fewer participants.适用与人数较少的培训讲座;Easily change set up相对灵活,改动方便;It incarnate the vibrant atmosphere and pay attention to partici
11、pation of attendee体现培训活跃气氛,注重与会人员的参与;More Flip Chart will be required.一般提供较多夹纸板;Ice water, mints, pencil, paper will be set on the table.提供冰水，薄荷糖; 铅笔和纸Others Style (Picture Attached)其他形式布置:(附图)Fish Bone is basically same to classroom style.鱼骨式布置;基本同教室式布置;Double “U” shape双”U”字式布置;Meeting Service Sequ
12、ence会议服务流程：Pre-meeting Preparations会议前准备工作:Open the meeting room half an hour before meeting starts提前半小时以上打开会议室;Check the room temperature, lights and airiness.检查会议室温度，灯光以及通风状况。Notify Engineer Department to adjust air-condition or lights.通知工程部(空调,灯光);Prepare the ice water准备冰水;Check the microphone, p
13、ower and other AV equipments.会前检查麦克风,电源等 A.V 设备;Test AV equipments.AV 设备的调试;Know organizers name.了解会议组织者的名字;Communicate with meeting organizer to realize whole meeting course.与会议组织者沟通,了解会议进程;Know the time and place of guests dining after meeting.了解客人会议结束后的用餐地点和时间。Read the BEO sheet to know the way o
14、f payment and total expense of this meeting.看一下宴会与订单，了解付款方式以及本次会议的所有费用。Check the coffee break station and reconfirm the start-time of coffee break with organizer. 检查茶歇台的布置,和会议组织者确定茶歇时间;Welcome the meeting participants at entrance of room.在会场门口等待会议开始;In the meeting.会议进行中:Adjust the lights when guests
15、 do the presentation.手动灯光的调节(特别是使用投影时的灯光);Help the guests to pass the microphone during the QProvide the Fax and Copy Service.提供传真和复印服务Resolve the emergency correctly during the meeting.正确处理会议中的突发事件 :1) Lights, Microphone and AV equipments Problems:灯光，麦克风及 AV 设备问题：Dial 8127 and inform AV Engineer to
16、 adjust.拨打分机 8127，通知 AV 工程师调节。2) Air-Condition problems空调问题：Dial 8104 and inform Duty Engineer to adjust.拨打分机 8104，通知值班工程师调节。3) Noise Problems：噪音问题：Find where the noise is made, ask the relevant people to stop or inform relevant department. 确认是那里发出的噪音，告知相关人员立即停止操作，或通知相关部门。4) Some problems you cant r
17、esolve.：一些你无法解决的问题：Asks your manager, shift leader or senior staff to help you to resolve. 告知你的经理，领班或老练员工帮助你解决。Meeting Refreshment:会议中场休息再准备工作:Change water goblet and refill the ice water.水杯和冰水的再准备;Clean the table.清理会场桌面;Refill the mints, paper, pencil or flipchart paper etc.补充薄荷糖; 补充会议用品,纸,笔等Clean
18、the coffee break station and refill the milk, sugar, coffee beans, water etc.清理补充茶歇台, 补充牛奶，糖，咖啡豆，水等。Check AV equipment and change the battery for microphone.检查 A.V 和麦克风电源,即使更换电池.Lead guests to restaurant where their meal has been reserved.客人如果在酒店别的餐厅用餐,应及时为客人带路;Check the meeting room floor, and info
19、rm PA to clean if it is dirty.如果发现会议室地面不清洁及时通知客房部公共卫生前来打扫;Bill Settlement会议帐单:Print the bill according to the BEO sheet.根据会议要求表及时打好账单;Check the bill if it is correct.检查是否有误;Check if there is telephone fee.检查是否会议有电话费用;When the meeting is over, ask the organizer to sign the bill.会议结束后,及时找会议组织者签字或者结账;及
20、时跟进 ;If there is something wrong on the bill, notify shift leader or manager to help you.如果结账时有问题及时通知领班或者经理帮助处理。After organizer signing, close the bill quickly on the MICROS machine. (If pay cash, lead the organizer to Front Office to settle the bill.)会议组织者签字后,及时转入结账账号;(如果是现金及时去 3 楼总台结账)First copy o
21、f bill will be placed in Banquet Office, Second copy will be given to Front Office or Catering Coordinator, and Third copy will be left in In-Room Dining.将结账完的账单第一联放在办公室,第二联给酒店会议接待或者前台,第三联留在客房送餐部;Reset the meeting room for second day meeting会议结束再准备工作:After wash and wipe the water goblet, reset on th
22、e table.清洗擦干水背后，将水杯重新设于桌上。Water pitchers shall be cleaned, and keep them into the pantry cabinet.冰水壶清洗收入边柜;Clean the meeting table.清理会议桌面;Refill Mints, pepper, pencil etc.完全补充薄荷糖,纸,笔等;Clean the coffee break station, and refill coffee beans and sugar.清理并补充茶歇台;Switch off the AV equipment.关闭 A.V 设备电源;K
23、eep the Microphone and precious AV equipment into cabinet.收好麦克风,及贵重 A.V 设备进边柜锁好;Check if there is something guests left, help to keep and leave the message to next shift.检查是否有客人遗留物品,帮助收好,并在留言本上留言;Shut down the air- condition and lights; lock the door of meeting room.关闭空调,灯光并锁好门;Cleaning of Function
24、Rooms会议结束清场工作:Clean up the water goblet and water pitcher.收齐水杯,冰水壶;Clean the meeting tables and collect mints and meeting articles that we can use again.清理桌面,收齐薄荷糖及尚能用的会议用品;Send the dirty coffee cups to stewarding.收齐茶歇用品给管事部;Notify AV engineer to collect the AV equipments and microphone.通知弱电工程师收 A.V
25、 设备及麦克风;Inform Duty Engineer to switch off air-condition. 通知工程部关闭空调等;collect IBM table cover and chair cover.收齐桌套,椅套;Send the banquet table to banquet store.必要时将会议桌装车收入仓库;Collect all extensive line and adaptor to store收齐电源插口及拖线板入仓库;Check the meeting room facilities and see if there is any breakage o
26、n the carpet.检查会场设备,地面是否有破损;Beer 啤酒Becks 贝克 Budweiser 百威Carlsberg 嘉士伯Tiger 虎牌Asahi 朝日Premium 特级啤酒Corona 墨西哥克罗娜Guinness 健力士黑啤Heineken 喜力Steinlager 世好Draft 生啤Fosters 富士达Domestic 国产啤酒Tsing Tao 青岛Non Alcohol Beer 低酒精啤酒Miller Sharps 美乐清啤Soft Drinks pour a little of the hot milk into the cup to fill the c
27、up. 将泡沫放入咖啡；倒入少许的热牛奶以让杯加满。v. Sprinkle on top with cocoa powder. 撒可可粉。Caf Latte (Caf au lait):伴奶咖啡i. Using coffee mug. 用带柄的咖啡杯ii. Combine 1/2 of hot milk with 1/2 coffee.混合半杯热牛奶和半杯咖啡Iced Coffee:冰咖啡i. Using hi-ball glass.用长饮杯ii. Combine coffee with ice 混合冰和咖啡iii. Apply shaking method using the shaker
28、until the beverage is cold 用摇壶摇至液体变冷iv. Sprinkle cocoa powder.撒上可可粉v. Serve with a straw and syrup.服务时上吸管和糖浆Mocha Coffee:咖啡摩卡i. Using coffee mug.用带柄的咖啡杯ii. Combine 1/3 of double espresso with 1/3 of hot chocolate and 1/3 of hot milk.用三分之一的双份意式特浓咖啡，三分之一的热巧克力和三分之一的热牛奶Serve Coffee服务咖啡i. Place coffee cu
29、p setting, (creamer, and sugar-if necessary) onto a tray and bring it to the guests table.在托盘上放置一套咖啡杯具（必要时跟牛奶和糖），托至客人台前ii. Enter from the guests right hand side.从右边服务iii. Handle cup and spoon at 45 angle for guest convenience.咖啡杯的柄和匙朝客人方向侧 45方便客人拿取。iv. Fist place the sugar on the table and then the
30、creamer, finally place the coffee in front of the guest.先上糖，再上奶，最后上咖啡v. Say, “Please enjoy your _ coffee, sir/madam.”并说：“请慢用，先生/女士STANDARD AND PROCEDURE标准与程序The sequence of service服务程序：Standard:标准：All service personnel will attend a pre-service meeting and take note of important information that is
31、to be used through the service period.所有的服务人员都必须参加餐前会，并且记录在服务中所须用到的重要信息。Procedure:程序：1. Greet Guest 问候客人2. Determine if they have a reservation 确定客人是否有预定3. Lead the guest to the table 引领客人到指定的餐桌4. Seat the guest 帮助客人入桌5. Greet the guest (by name if possible) 问候客人（可以称呼名字）6. Introduce yourself 自我介绍7.
32、Explain and sell the buffet/specials etc. 介绍并且推销自助餐/特色菜等8. Offer a la carte menu 提供零点菜单9. Offer wine list 提供酒单10. Take pre-dinner drink order 点餐前饮料11. Adjust table to correct covers 根据人数调整餐桌12. Deliver pre-dinner drinks order 服务餐前饮料13. Take the food and wine order 点食品及葡萄酒14. Bread service 面包服务15. Ad
33、just cutlery to suit a la carte 调整零点餐具16. Serve entrees 服务头盘17. Clear entrees 撤掉头盘18. Serve main course 服务主菜19. Clear main course 撤掉主菜盘20. Offer dessert menu 提供甜品菜单21. Take dessert order 点甜品22. Offer coffee 服务咖啡23. Present check & receive payment 呈上账单24. Promote other areas of the hotel 介绍酒店其他地方25. Bid farewell to guest 送别客人At all times:每时每刻： Change ash trays 更换烟缸 Monitor drink service 注意饮料
