WelcometoBanquet喜來登培訓資料

1、 BANQUET宴會廳歡送您TRAINING MANUAL培訓手冊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.這個伙伴體系是與宴會廳的員工手冊相配套的，伙伴會和員工一起工作，并把

2、員工的學習進程匯報給上級領導。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.對于一個伙伴的責任來說，是要確保員工明白宴會廳的操作程序并能依據(jù)宴會廳的培訓手冊中的大綱規(guī)定的標準實際操作。The outcome of this training manual will ensure that the new employee is

3、 competent inall 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.這個培訓手冊的目的是確保員工能勝任部門的全部工作。員工實際效勞之前會很清楚的了解餐廳的程序，這將給大家制造一個專業(yè)的、樂觀的工作環(huán)境。YOUR BUDDY IS你的伙伴是

4、Job Description工作職責STAR Care Service Program喜達屋關愛效勞MANUAL OUTLINE手冊名目Basic Knowledge for New Employees宴會廳員工需把握的根本學問*Western Service 西餐效勞Menu & Description自助餐菜單學問Table Top Setting, Station Set up and Pantry Set up桌面擺臺，整理邊柜和備餐間Service Procedure效勞程序*Chinese Service 中餐效勞Menu & Description中餐菜單學問Table Top

5、 Setting, Station Set up and Pantry Set up桌面擺臺，整理邊柜和備餐間Service Procedure效勞程序*Meeting and Coffee Break Service 會議效勞Varieties of meeting set up各種會議的臺型Service Sequence for Meeting會議效勞程序Banquet Tables宴會桌子Mi en place for coffee break咖啡臺布置所需餐具Beverage 飲料單Beverage List飲料單JOB DESCRIPTION工作職責SUMMARY OF POSIT

6、IONS:職責說明To provide 5 Star hospitality food and beverage service, throughout the Banquet,maximizing guests experience, using Starwood Cares.運用 STAR(喜達屋關愛來賓效勞打算)來表達五星級的餐飲效勞，使客人能在宴會廳得到最正確的感受。SCOPE大綱To ensure guest satisfaction by providing excellent food and beverage service,in a friendly, competent a

7、nd 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.優(yōu)秀的餐飲效勞必需具備友善、自信與專業(yè)的水準從而向客人供給滿足的效勞。制造開心的工作環(huán)境，融入集體并成為集體的一員，員工也可以有時機去餐飲部其他部門學習更多的技能。Upon completion of training, the employees will be empowered t

8、o resolve guests issues, in accordance with the STAR standards, before approaching the Shift Leader for assistance.完成培訓后，即使在沒有領導的幫助下，也能運用喜達屋關愛來賓效勞打算來解決客人的問題。OBJECTIVES AND ACOUNTABILITY:目標與重要事宜Learning and following Standards and Specifications of the outlets/bar.學習并運用餐廳和酒吧的根本學問。Providing feedback t

9、o Shift Leader on ways of enhancing service delivery and service process.向領班供給反響從而來提高效勞水準。A major objective of this position will be to achieve a level to be empowered to handle special requests from outlet guests.本職位的一項主要任務是運用所學的學問和所負擔的職責處理客人的特別要求。SUPERVISION EXERCISED:NoneSUPERVISION RECEIVED:Repo

10、rt directly to F&B Attendant Grade 2 and the Shift Leader直接向二級效勞員和領班匯報。RESPONSIBILITY AND AUTHORITY責任和授權Demonstrate STAR Standards at all times to guests and fellow employees.每時每刻都要對客人和同事表現(xiàn)出喜達屋來賓關愛效勞標準。Become familiar with Restaurant/Bar Standards and Procedures and follow them accordingly.逐步生疏餐廳/酒吧

11、的效勞標準和程序，并且依照那些標準操作。Knowledge of individual menu items including basic ingredients and method of preparation.把握菜單中每一道菜的學問，包括根本原料和制作方法。Basic Food & Beverage terminology.把握餐飲的專用詞語。Knowledge of Food & Beverage equipment.把握餐飲器具。Knowledge of Food and Beverage items and prices.把握食品和飲料品種和價格。Knowledge of Se

12、tting up of tables to the specified standards, for different meal periods.把握不同時間段的桌面擺放布置。Attend and comprehend information discussed during briefing sessions.開會時，參與并且領悟所爭辯的內(nèi)容。Maintain proper grooming in accordance with the Employee Handbook.遵守員工手冊中儀表儀容的規(guī)定。Serve Food & Beverage in a friendly and prof

13、essional manner.用友善和專業(yè)的態(tài)度效勞客人。Wear appropriate uniforms for the area, as supplied by the hotel.工作時，穿著酒店制服。Wear appropriate footwear as specified in the employee handbook.工作時，穿著酒店工作鞋。Be familiar with service facilities in the hotel. Including names of other restaurant bars and banquet rooms in the ho

14、tel.生疏酒店內(nèi)的設施，包括其它餐廳酒吧和宴會廳名字。Be aware of any special events in the hotel.能夠知道酒店特別大事。Endeavor to remember guests names and address them by their surname.盡可能地記住客人名字，并且用他們的姓來稱呼。Prepare mis- en- place for all meal periods為每一餐預備所需餐具，器皿，刀叉等用具。Report any guest feedback to the supervisor on duty.向當班主管匯報客人的反響

15、意見。Ensure that work area is clean at all times.在每時每刻都要保持工作區(qū)域的清潔。Ensure careful handling of equipment and linen as well as following S&Ps forlinen exchange要確保用具和布草交接工作的準確性。PREFERED KNOWLEDGE/QUALIFIATIONS:員工資力/條件High School Certificate高中學歷Tourism School Certificate旅游學校學歷Working knowledge of English F

16、luency in English will be a definite advantage與工作相關的英語學問-英語會話流利者優(yōu)先。F&B Service experience preferred but not essential 最好有餐飲效勞閱歷。STAR喜達屋關愛來賓效勞打算STARWOOD CARESSTAR 效勞標準 1 STAR Service Standards 1微笑與問候Smile and GreetSTAR 效勞標準 2 STAR Service Standards 2交談與傾聽Talk and ListenSTAR 效勞標準 3 STAR Service Standa

17、rds 3答復客人問題與估量客人需求Answer and AnticipateSTAR 效勞標準 4 STAR Service Standards 4 解決問題和 WOW 補救系統(tǒng)Resolve and WOW RecoveryBANQUET BASIC KNOWLEDGE FOR NEW EMPLOYEES宴會廳員工所需把握的根本學問Location of Ballroom North, Ballroom Center and Ballroom South, Pre function Area, Banquet Bar, Banquet Stewarding, Banquet Store,

18、Conference Room1 & 2 and Boardroom 1 to 6Location of Toilet near to meeting roomss No. Of Banquet like Mangers and Shift Leaders and How to Location of Store on Level 1 & 2Time Sheet and RosterName of his/her colleges同事英文名字Location of Chinese restaurant, Chinese kitchen, Western kitchen, Banquet, St

19、ewarding, Rivas, Celestial Court, Garden Brasserie,中餐廳，中廚房，西廚房，宴會廳，管事部，利威士的方位Understand the security responsibilities of Banquet and Location of Fire-Proofing Doors了解宴會廳的安全責任及防火門所處的位置。Know the opening time of each outlet in F&B了解餐飲部其它部門的營業(yè)時間Chinaware: 瓷器Ashtray 煙缸B/B Plate 面包盤Coffee Cup 咖啡杯Coffee Sa

20、ucer 咖啡底盤Creamer Jug 奶缸Dessert Plate 甜品盤Dinner Plate 主食盤Food & Beverage Equipment餐飲用具Espresso Cup 意式特濃咖啡杯Espresso Saucer 意式特濃咖啡底盤Salt & Pepper Shaker 鹽與胡椒瓶Soup Bowl 湯碗Sugar Bowl 糖缸Toothpick Holder 牙簽盅Cereal Bowl 麥片碗Butter Dish 黃油Sauce Boat 汁盅Tea Pot 茶壺Hollowware: 不銹鋼用具Coffee Decanter 玻璃 咖啡壺Coffee Po

21、t 咖啡壺Coffee Urn 咖啡爐Ice Bucket 冰桶Water Pitcher 冰水桶Wine Bucket w/stand 冰酒桶Wine Craft 酒籃Flatware: 餐具Appetizer Knife 頭盤刀B/B Knife 面包刀Cake Knife 蛋糕刀Cake Server 蛋糕鏟Demitasse Spoon 意式特濃咖啡勺Dessert Fork 甜品叉Dessert Spoon 甜品勺Dinner Spoon 主菜勺Main Fork 主菜叉Main Knife 主菜刀Serving Fork 效勞叉Serving Spoon 效勞勺Serving To

22、ng 效勞夾Soup Ladle 湯勺Soup Spoon 湯匙Steak Knife 牛排刀Tea Spoon 茶匙Glassware:玻璃用具Champagne Flute 香檳杯Hi-Ball Glass 長飲杯Old Fashion 老式杯Red Wine Glass 紅酒杯Sherry Glass 雪莉杯Tumbler 烈口杯Water Goblet 水杯 White Wine Glass 白酒杯Juice Glass 果汁杯Meeting Floor Plan會議臺型布置:Theatre style (Picture Attached)劇院式布置:(附圖)Apply to lect

23、ure meeting (Normally most participants)適用于講座式會議(人數(shù)較多);LCP and Screen will be required for presentation供給投影,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.特點:布置較機敏,充分利用空間,可隨時增加(削減)與會人數(shù); Ice water station and coffee station will be required.需要設置冰水臺和咖啡臺Cl

24、assroom Style (Picture Attached)教室式布置:(附圖)Apply to the meeting that participants have to make note.適用與會者需作筆錄的講座式會議;LCP and Screen will be required for presentation供給投影,屏幕以供演示使用;The set-up take a lot of space and participants are limited.占用空間較多,人數(shù)受限制;Generally, Head table will be required to set up.一

25、般要設主席臺;Ice water, mints, pencil, paper will be set on the table.供給冰水，薄荷糖; 鉛筆和紙Theatre style and Classroom style can be mixed.與前者劇院式布置可結合使用;“U” Shape (Picture Attached)“U”字式布置:(附圖)Apply to small seminar or lecture.適用小型研討會或講座;Normally, Low plant are required to put in center of “U” or if not, lecturer

26、 can walk freely in center of “U”中間空間較大,放置植物或者讓講師自由走動;Limited participants人數(shù)受限制。LCP and Screen will be required for presentation供給投影,屏幕以供演示使用;Ice water, mints, pencil, paper will be set on the table.供給冰水，薄荷糖; 鉛筆和紙Hollow Square Picture Attached“回”字式布置:(附圖)Setup of Hollow Square is similar to “U” shap

27、e, but participants can be seated around the table.根本布置同”U”字型,四周均坐人;Plants will be required to place in the center.中間空間較大,布置植物裝飾;LCP and Screen will not be required generally.一般不用投影,屏幕等設備;Ice water, mints, pencil, paper will be set on the table.供給冰水，薄荷糖; 鉛筆和紙Long Table (Pictured Attached)長桌式布置:(附圖)A

28、pply to small meeting that participants are below 20.適用于 20 人以下的小型會議;LCP can be placed on the meeting table.投影設備可直接放置在臺上;Participants can be seated around table when LCP is not available.不用投影設備時可四周坐人;Flower is required on the center of table.中間可放置花裝飾;Ice water, mints, pencil, paper will be set on th

29、e table.供給冰水，薄荷糖; 鉛筆和紙Cabaret Table小圓桌式布置:(附圖)Apply to training that there are fewer participants.適用與人數(shù)較少的培訓講座;Easily change set up相對機敏,改動便利;It incarnate the vibrant atmosphere and pay attention to participation of attendee表達培訓活潑氣氛,留意與會人員的參與; More Flip Chart will be required.一般供給較多夾紙板;Ice water, min

30、ts, pencil, paper will be set on the table.供給冰水，薄荷糖; 鉛筆和紙Others Style (Picture Attached)其他形式布置:(附圖)Fish Bone is basically same to classroom style.魚骨式布置;根本同教室式布置;Double “U” shape雙”U”字式布置;Pre-meeting Preparations會議前預備工作:Meeting Service Sequence會議效勞流程：Open the meeting room half an hour before meeting s

31、tarts提前半小時以上翻開會議室;Check the room temperature, lights and airiness.檢查會議室溫度，燈光以及通風狀況。Notify Engineer Department to adjust air-condition or lights.通知工程部(空調(diào),燈光);Prepare the ice water預備冰水;Check the microphone, power and other AV equipments.會前檢查麥克風,電源等 A.V 設備; Test AV equipments.AV 設備的調(diào)試;Know organizers n

32、ame.了解會議組織者的名字;Communicate with meeting organizer to realize whole meeting course.與會議組織者溝通,了解會議進程;Know the time and place of guests dining after meeting.了解客人會議完畢后的用餐地點和時間。Read the BEO sheet to know the way of payment and total expense of this meeting.看一下宴會與訂單，了解付款方式以及本次會議的全部費用。Check the coffee break

33、 station and reconfirm the start-time of coffee break with organizer.檢查茶歇臺的布置,和會議組織者確定茶歇時間; Welcome the meeting participants at entrance of room. 在會場門口等待會議開頭;In the meeting.會議進展中:Adjust the lights when guests do the presentation.手動燈光的調(diào)整(特別是使用投影時的燈光);Help the guests to pass the microphone during the

34、Q&A向與會者準時供給麥克風效勞; Provide the Fax and Copy Service. 供給 和復印效勞Resolve the emergency correctly during the meeting.正確處理睬議中的突發(fā)大事:Lights, Microphone and AV equipments Problems:燈光，麥克風及 AV 設備問題：Dial 8127 and inform AV Engineer to adjust.撥打分機 8127，通知 AV 工程師調(diào)整。Air-Condition problems空調(diào)問題：Dial 8104 and inform D

35、uty Engineer to adjust.撥打分機 8104，通知值班工程師調(diào)整。Noise Problems： 噪音問題：Find where the noise is made, ask the relevant people to stop or inform relevant department.確認是那里發(fā)出的噪音，告知相關人員馬上停頓操作，或通知相關部門。Some problems you canrtesolve.：一些你無法解決的問題：Asks your manager, shift leader or senior staff to help you to resolve

36、.告知你的經(jīng)理，領班或老練員工幫助你解決。Meeting Refreshment:會議中場休息再預備工作:Change water goblet and refill the ice water.水杯和冰水的再預備; Clean the table.清理睬場桌面;Refill the mints, paper, pencil or flipchart paper etc.補充薄荷糖; 補充會議用品,紙,筆等Clean the coffee break station and refill the milk, sugar, coffee beans, water etc.清理補充茶歇臺, 補充牛

37、奶，糖，咖啡豆，水等。Check AV equipment and change the battery for microphone.檢查 A.V 和麥克風電源,即使更換電池.Lead guests to restaurant where their meal has been reserved.客人假設在酒店別的餐廳用餐,應準時為客人帶路;Check the meeting room floor, and inform PA to clean if it is dirty.假設覺察會議室地面不清潔準時通知客房部公共衛(wèi)生前來清掃;Bill Settlement會議帳單:Print the b

38、ill according to the BEO sheet.依據(jù)會議要求表準時打好賬單; Check the bill if it is correct.檢查是否有誤;Check if there is telephone fee.檢查是否會議有 費用;When the meeting is over, ask the organizer to sign the bill.會議完畢后,準時找會議組織者簽字或者結賬;準時跟進;If there is something wrong on the bill, notify shift leader or manager to help you.假

39、設結賬時有問題準時通知領班或者經(jīng)理幫助處理。After organizer signing, close the bill quickly on the MICROS machine. (If pay cash, lead the organizer to Front Office to settle the bill.)會議組織者簽字后,準時轉入結賬賬號;(假設是現(xiàn)金準時去 3 樓總臺結賬)First copy of bill will be placed in Banquet Office, Second copy will be given to Front Office or Cate

40、ring Coordinator, and Third copy will be left in In-Room Dining.將結賬完的賬單第一聯(lián)放在辦公室,其次聯(lián)給酒店會議接待或者前臺,第三聯(lián)留在客房送餐部;Reset the meeting room for second daymeeting會議完畢再預備工作:After wash and wipe the water goblet, reset on the table.清洗擦干水背后，將水杯重設于桌上。Water pitchers shall be cleaned, and keep them into the pantry cab

41、inet.冰水壺清洗收入邊柜; Clean the meeting table. 清理睬議桌面;Refill Mints, pepper, pencil etc.完全補充薄荷糖,紙,筆等;Clean the coffee break station, and refill coffee beans and sugar.清理并補充茶歇臺;Switch off the AV equipment.關閉 A.V 設備電源;Keep the Microphone and precious AV equipment into cabinet.收好麥克風,及貴重 A.V 設備進邊柜鎖好;Check if t

42、here is something guests left, help to keep and leave the message to next shift.檢查是否有客人遺留物品,幫助收好,并在留言本上留言;Shut down the air- condition and lights; lock the door of meeting room.關閉空調(diào),燈光并鎖好門;Cleaning of Function Rooms會議完畢清場工作:Clean up the water goblet and water pitcher.收齊水杯,冰水壺;Clean the meeting table

43、s and collect mints and meeting articles that we can use again.清理桌面,收齊薄荷糖及尚能用的會議用品; Send the dirty coffee cups to stewarding.收齊茶歇用品給管事部;Notify AV engineer to collect the AV equipments and microphone.通知弱電工程師收 A.V 設備及麥克風;Inform Duty Engineer to switch off air-condition.通知工程部關閉空調(diào)等;collect IBM table cov

44、er and chair cover.收齊桌套,椅套;Send the banquet table to banquet store.必要時將會議桌裝車收入倉庫;Collect all extensive line and adaptor to store收齊電源插口及拖線板入倉庫;Check the meeting room facilities and see if there is any breakage on the carpet.檢查會場設備,地面是否有破損;Beer 啤酒Becks 貝克Budweiser 百威Carlsberg 嘉士伯Tiger 虎牌Asahi 朝日Premiu

45、m 特級啤酒Corona 墨西哥克羅娜Guinness 健力士黑啤Heineken 喜力Steinlager 世好Draft 生啤Fosters 富士達Domestic 國產(chǎn)啤酒Tsing Tao 青島Non Alcohol Beer 低酒精啤酒Miller Sharps 美樂清啤Soft Drinks & Mineral Water 軟飲&礦泉水Chilled Bottled Juices (Apple, Tomato, Orange, Pineapple, Grapefruit)冰凍桶裝果汁(蘋果汁，番茄汁，橙汁，菠蘿汁，西柚汁) Freshly Squeezed Juices (Oran

46、ge, Carrot, Water Melon)鮮榨果汁(橙汁，胡蘿卜汁，西瓜汁)Soft Drinks (Coca Cola/Diet Coke, Sprite, Fanta, Ginger Ale, Tonic Water, Soda Water)軟飲料 (可樂，雪碧，芬達，干姜水，湯力水，蘇打水) Domestic Mineral Water (Lao Shan)國產(chǎn)礦泉水 (嶗山)Imported Mineral Water (Evian, Perrier, San Pellegrino，Watsons Distilled Water)進口礦泉水(依云，巴黎，圣培露, 屈臣氏蒸餾水)

47、Coconut Milk 椰奶Oolong Tea 烏龍茶Tea茶Herbal & Aromatic Teas (Mint, Jasmine, Earl Grey, English Breakfast, Camomile， Ginseng Tea)香料茶(薄荷茶，茉莉花茶，豪門伯爵茶，英式早餐茶，甘菊茶，人參茶) Chinese Green Tea (Long Jing, Bi Luo Chun， Mao Fen)中國綠茶(龍井，碧螺春，毛峰)Coffee咖啡Freshly Brewed Coffee現(xiàn)煮咖啡Espresso意式特濃咖啡Cappuccino 奶沫咖啡Latte伴奶咖啡Vienn

48、a Coffee 忌廉咖啡Service Procedure (all beverages):效勞程序(全部飲料)：*Beverages are to be delivered to the guest within three minutes of the order being taken.*客人點單后三分鐘內(nèi)上飲料Use a non-slip beverage tray to carry all beverages用防滑的托盤效勞飲料Load the beverage using correct procedures用正確的程序裝飲料Carry the beverage tray in

49、the left hand, using waist high method to perfection and deliver drinks用左手托飲料，以腰的高度為標準。Always serve ladies first with beverages效勞飲料時以女士優(yōu)先Announce each beverages as it is served在效勞時，要報每一種飲料的名字Hold glasses by the base, never by the rim拿杯子時要拿杯子底部不要拿杯口Always have a secure hold on glassware and trays whe

50、n serving效勞時要以安全的方法拿杯子或托盤Opening Wine & Champagne Bottles開葡萄酒和香檳酒*All wine bottles should be opened in front of the guests, without spilling or damaging the wine.*全部的葡萄酒瓶在客人桌前開啟，不要濺灑和破壞酒瓶。Present the wine to the guest and announce the brand and style of the wine客人桌前示酒，說出酒的名字和葡萄酒類型。On approval from t

51、he guest, the wine should be opened using the following procedures用以下的程序開酒All wine should be opened in the vicinity of the table, in full view of the guest. White wine and champagne can be opened with the assistance of the ice bucket, a tray on a tray jack can be used to assist with the opening of b

52、ottles of red wine全部的酒在客人桌子四周，在客人的視線范圍內(nèi)。白葡萄酒和香檳放在冰桶內(nèi)， 托盤架上放上托盤以有利于開酒。Table Wines:Cut hard against the rim below the lip of the bottles to neatly trim the seal. Remove the upper part of the seal and put into your bucket割去酒蓋下方的封條，放入冰桶Wipe away any accumulated mould using the inner fold of the service

53、cloth. This should be done automatically even if no mould exists用折疊的口布把積聚的木屑擦掉，即使沒有木屑產(chǎn)生，這個動作也要自動的完成。Insert the point of the corkscrew into the cork, not in the center, twisting in a clockwise direction, guiding the corkscrew to ensure it is driven straight through the center of the cork把開瓶器轉入瓶塞，順時針方

54、向旋轉，引導開瓶器確保它筆直的通過瓶塞的中心。The corkscrew must not penetrate through the cork but should be screwed far enough to ensure a firm grip on the whole neck of the cork開瓶器不能刺透瓶塞，但要足夠的進去，確使瓶塞能結實的吸住整個瓶頸。Fit the lever in to the lip bottle把杠桿其撬物放瓶口的邊緣。Use the lever gently removes the cork. The cork must be pulled

55、straight out用開瓶器的把手取出木塞，木塞必需筆直取出。When almost removed, grip the cork in your hand, gently pulling it from the bottle, so that is does not pop當木塞快要全部取出時，用手拿住木塞，輕輕拔出，以防有“POP”的聲音。Remove the cork from the corkscrew and offer it to the guest for inspection將木塞從螺旋釘上轉下，請客人鑒定酒的品質(zhì)。Clean the neck of the bottle

56、using a different inner fold of the service cloth用口布的內(nèi)側清潔瓶頸。Look into the neck of the bottle and remove any crumbs of cork using spiral of the waiters friends用螺旋釘把瓶頸內(nèi)側黏附的木屑取出。Coffee Making 咖啡的制作Normal Coffee: 一般的咖啡：Coffee Making & Service咖啡的制作與效勞Using coffee cup. 用咖啡杯。Press the coffee button. 按咖啡的按扭

57、。Decaffeinated Coffee:低因咖啡：Using coffee cup. 用咖啡杯。Put a spoon full of decaffeinated powder using the correct measurement into the coffee machine. 用正確的量匙將低因咖啡粉放入咖啡機。Press water button. 按水的按扭。Cappuccino:卡普契挪：Using coffee cup. 用咖啡杯。Press the cappuccino button. 按卡普契锘的按扭。Heat milk by steamer in a separate pot until it is hot and foam forms. 用蒸汽管將牛奶加熱制產(chǎn)生泡沫。Scoop milk foam into the coffee; pour a little of the hot milk into the cup to fill the cup. 將泡沫放入咖啡；倒入少許的熱牛奶以讓杯加滿。Sprinkle on top with cocoa powder. 撒可可粉。Caf Latte (Caf au lait):伴