酒店餐飲部服務(wù)員操作培訓(xùn) 餐飲部快速服務(wù)程序FO-ES-017-客房服務(wù)Housekeeping Service

1、酒店管理手冊(cè)餐飲部快速服務(wù)程序酒店管理之家酒店餐飲酒店管理之家FOOD & Beverage餐飲部標(biāo)準(zhǔn)操作程序Policy & Procedure酒店管理之家國(guó)際酒店管理手冊(cè)餐飲總監(jiān)全面負(fù)責(zé)餐飲部的總體行政管理和運(yùn)營(yíng)，直接對(duì)總經(jīng)理負(fù)責(zé)，負(fù)責(zé)制定餐飲部長(zhǎng)期、短期的年度和月度計(jì)劃，執(zhí)行質(zhì)量標(biāo)準(zhǔn)，組織、督促完成各項(xiàng)任務(wù)和經(jīng)營(yíng)指標(biāo)，保證員工工作表現(xiàn)良好，確?？腿藢?duì)我們的服務(wù)感到滿意；并對(duì)月度、年度經(jīng)營(yíng)情況作分析并報(bào)總經(jīng)理。負(fù)責(zé)分析餐飲市場(chǎng)，制定餐飲促銷計(jì)劃和長(zhǎng)、短期經(jīng)營(yíng)預(yù)算，主持建立并完善各項(xiàng)規(guī)章制度、服務(wù)程序及標(biāo)準(zhǔn)，并指揮實(shí)施；根據(jù)飯店客源狀況和市場(chǎng)變化，與市場(chǎng)銷售總監(jiān)及行政總廚（廚師長(zhǎng)）共同制訂全

2、年及各月、各季食品節(jié)、食品周活動(dòng)計(jì)劃及推銷計(jì)劃；并嚴(yán)格檢查、督導(dǎo)下屬各分部日常經(jīng)營(yíng)、管理工作。定期深入各部門聽取匯報(bào)并檢查工作情況，宏觀控制餐飲部收支狀況，監(jiān)督采購(gòu)及盤點(diǎn)，進(jìn)行有效的成本控制。餐飲部經(jīng)理崗位職責(zé)：全面負(fù)責(zé)餐飲部的食品飲料生產(chǎn)和服務(wù)的計(jì)劃、組織和管理工作，保證日常業(yè)務(wù)正常地開展；與主廚師長(zhǎng)一起進(jìn)行菜單的籌劃和確定菜肴的價(jià)格，不斷推出新的菜肴品種；研究餐飲市場(chǎng)的動(dòng)態(tài)和顧客的需求，有針對(duì)性地開發(fā)和改善餐飲產(chǎn)品服務(wù)；指揮主廚師長(zhǎng)對(duì)廚房生產(chǎn)作好周密的計(jì)劃，組織廚房生產(chǎn)，提高菜肴質(zhì)量、減少生產(chǎn)中的浪費(fèi)；督導(dǎo)餐廳、酒吧和廳面經(jīng)理組織好餐飲的服務(wù)工作，提高餐飲服務(wù)質(zhì)量；加強(qiáng)對(duì)膳務(wù)管理的領(lǐng)導(dǎo)，做

3、好保障餐飲生產(chǎn)、服務(wù)的后勤工作。每周與廚師長(zhǎng)、采購(gòu)員一起巡視市場(chǎng)，檢查庫(kù)存物資，了解存貨和市場(chǎng)行情，對(duì)餐飲物資和設(shè)備的采購(gòu)、驗(yàn)收和貯存進(jìn)行嚴(yán)格的控制；全面負(fù)責(zé)餐飲成本和費(fèi)用的控制。每周召開餐飲成本分析會(huì)，審查菜肴和酒水的成本情況；計(jì)劃和組織餐飲的推銷活動(dòng)，擴(kuò)大餐飲銷售渠道，增加餐飲收入；都督餐飲區(qū)的環(huán)境衛(wèi)生管理，餐具和食品衛(wèi)生管理和安全防火管理工作。10）全面負(fù)責(zé)餐飲部人員的勞動(dòng)組織和安排，對(duì)本部門職工的工作表現(xiàn)進(jìn)行評(píng)估，監(jiān)督部門培訓(xùn)計(jì)劃的執(zhí)行，實(shí)施有效的激勵(lì)手段。STANDARD OPERATING PROCEDURES標(biāo)準(zhǔn)操作程序標(biāo)準(zhǔn)操作程序Subject: Housekeeping Se

4、rvice Effective Date: Policy No: FO-ES-017Issued by: FOMPage: 1 of 1Approved by:General ManagerDistribution: Executive Committee Department Head A&B: All AssociatesObjectives目標(biāo)The Express Services is to create customer loyalty by offering guests dependable and efficient delivery of service, informat

5、ion and problem resolution.The Express Services concept is to promote the coordinated use of the hotels resources to increase operational efficiency.Policy Statement 政策闡述The Express Services has to create customer loyalty by offering guests dependable and efficient delivery of service, information a

6、nd problem resolution.Procedures程序HOUSEKEEPING SERVICE客房服務(wù)Greeting base on Howard Johnson All Suites Suzhou standard.The agent should mention the guest name at least 3 (three) times during the conversation, if know with polite and friendly manner.Listen the guest request attentively and reconfirm wi

7、th the guest for any request to avoid any mistake.Ensure to give estimate time of delivery base on hotel occupancy wise and inform to related department accordingly Offer additional assistance, if the guest agrees then follows up to related department immediately.Thank to the guestAfter the time of

8、estimation is finish, the agent must reconfirm to the guest whether the service has been delivered to the guest or not by calling the guest for confirmation.Any other department related, must give the information to Express Services once they finished with the service to the guest. Room Cleaning, Cl

9、eaning Carpet, Toilet Shampoo房間清理、地毯清理、衛(wèi)生間清理、清潔地毯等Express Services: “Nihao, Express Services, Ari Speaking (agent name), How may I assist you Mr. Lee (Guest name if know)?”Guest: “Yes, Could you send housekeeping to clean my room, please?”Express Services : “Certainly, Mr. Lee, I will have send our

10、housekeeping assistance at soonest time to tidy up room, is there any things else that I can assist you with?Guest:“Yes, can you send an adaptor too for my lap top?”Express Services:“Very well, Mr. Lee, Let me reconfirm that you will need an adaptor. Is that correct?”Guest:“Yes”Express Services:“Certainly sir, Thank you for calling”The agent must contact the related department immediately and make a proper record for the estimating time of sending in the