餐飲部.標(biāo)準(zhǔn)運轉(zhuǎn)程序封皮

兵團大飯店標(biāo)準(zhǔn)運轉(zhuǎn)程序餐飲部Food&BeverageDepartmentStandardOperationProceduresBingTuanGrandHotel（此標(biāo)準(zhǔn)經(jīng)過飯店管理班子審閱，同意此標(biāo)準(zhǔn)按最新日期執(zhí)行） 總經(jīng)理：二〇一二年餐飲部標(biāo)準(zhǔn)運轉(zhuǎn)程序（SOP）目錄VIP果盤-----------------------------------------------------------------------------1-2VIP級別------------------------------------------------------------------------------3VIP客人接待程序------------------------------------------------------------------------------4-5搬運放置洗凈的餐具-----------------------------------------------------------------------------6玻璃器皿及瓷器餐具的存放--------------------------------------------------------------------7不銹鋼刀叉匙存放--------------------------------------------------------------------------------8不銹鋼蒸汽臺的清洗方法------------------------------------------------------------------------9餐具疊放分類-------------------------------------------------------------------------------------10餐具裝框清洗-------------------------------------------------------------------------------------11瓷磚地面的清洗方法----------------------------------------------------------------------------12刀叉類洗滌方法----------------------------------------------------------------------------------13發(fā)放餐具-------------------------------------------------------------------------------------------14放置和保管清潔餐具----------------------------------------------------------------------------15家用型抽油煙機清潔方法----------------------------------------------------------------------16打碎機的清洗方法-------------------------------------------------------------------------------17烤架鐵盤的清洗方法-----------------------------------------------------------------------------18烤箱的清洗方法-----------------------------------------------------------------------------------19可拆除過濾器的爐罩清洗方法-----------------------------------------------------------------20鋁制器皿洗滌方法---------------------------------------------------------------------------------21烹調(diào)間地面的清洗方法---------------------------------------------------------------------------22清潔冰柜、冰箱------------------------------------------------------------------------------------23清潔地墊---------------------------------------------------------------------------------------------24清潔地面----------------------------------------------------------------------------------------------25清潔排水溝-----------------------------------------------------------------------------------------26清潔墻面----------------------------------------------------------------------------------------------27清潔萬能蒸箱------------------------------------------------------------------------------------------28清潔網(wǎng)罩---------------------------------------------------------------------------------------------29清潔自助餐爐----------------------------------------------------------------------------------------30清潔自助餐臺------------------------------------------------------------------------------------------31清掃洗碗機內(nèi)部清潔---------------------------------------------------------------------------------32肉類食品切片機的清洗方法------------------------------------------------------------------------33設(shè)備認(rèn)知-----------------------------------------------------------------------------------------------34-35深底煎盤的清洗方法----------------------------------------------------------------------------------36水泥地面的清洗方法----------------------------------------------------------------------------------37塑料用具清洗方法--------------------------------------------------------------------------------------38銅器清洗方法-----------------------------------------------------------------------------------------39維護銀具--------------------------------------------------------------------------------------------40洗地機的操作程序------------------------------------------------------------------------------------41洗碗機操作程序--------------------------------------------------------------------------------------42金銀器存放--------------------------------------------------------------------------------------------43制冰機操作程序--------------------------------------------------------------------------------------44使用炒鍋技巧------------------------------------------------------------------------------------------45火候的控制---------------------------------------------------------------------------------------------46上菜時間的控制---------------------------------------------------------------------------------------47炸制原料的方法-------------------------------------------------------------------------48插花技巧------------------------------------------------------------------------------------------------49開胃小菜制作------------------------------------------------------------------------------------------50清潔廚房設(shè)備------------------------------------------------------------------------------------------51清潔庫房衛(wèi)生------------------------------------------------------------------------------------------52維護和保養(yǎng)廚房器械---------------------------------------------------------------------------------53儲存冰塊-------------------------------------------------------------------------------------------------54擺放冰桶與冰桶架-------------------------------------------------------------------------------------55擺臺標(biāo)準(zhǔn)-----------------------------------------------------------------56采取合適的行動解決客人投訴-----------------------------------------------57菜肴推銷技巧-------------------------------------------------------------58餐廳借用酒水程序-----------------------------------------------------------------------------------59-60撤盤子----------------------------------------------------------------------------------------------------61處理玻璃器皿-------------------------------------------------------------------------------------------62處理不銹鋼器皿----------------------------------------------------------------------------------------63處理布草-------------------------------------------------------------------------------------------------64-65處理瓷器-------------------------------------------------------------------------------------------------66傳菜部工作午餐及晚餐-----------------------------------------------------------------------------67-71存菜服務(wù)-------------------------------------------------------------------------------------------------72存菜服務(wù)-------------------------------------------------------------------------------------------------73存酒服務(wù)-------------------------------------------------------------------------------------------------74點菜服務(wù)流程-------------------------------------------------------------75點煙服務(wù)--------------------------------------------------------------------------------------------------76分餐技巧--------------------------------------------------------------------------------------------------77服務(wù)期間的檢查服務(wù)程序-----------------------------------------------------------------------------78服務(wù)香煙---------------------------------------------------------------------------------------------------79更換餐具---------------------------------------------------------------------------------------------------80關(guān)檔職責(zé)---------------------------------------------------------------------------------------------------81花雕酒服務(wù)------------------------------------------------------------------------------------------------82檢查鮮花的擺放------------------------------------------------------------------------------------------83建立并維持有效的對客關(guān)系---------------------------------------------------------------------------84接待客人（午餐及晚餐）----------------------------------------------------------------------------85-87結(jié)賬方式--------------------------------------------------------------------------------------------------88-89酒吧工作標(biāo)準(zhǔn)--------------------------------------------------------------------------------------------90-91開檔工作---------------------------------------------------------------------------------------------------92開市與收市------------------------------------------------------------------------------------------------93客人遺失物品處理---------------------------------------------------------------------------------------94客用餐巾----------------------------------------------------------------------------------------------------95了解每日例會內(nèi)容，沽清，特別介紹----------------------------------------------------------------96清臺服務(wù)標(biāo)準(zhǔn)---------------------------------------------------------------97白葡萄酒服務(wù)程序-----------------------------------------------------------------------------------------98紅葡萄酒服務(wù)程序-----------------------------------------------------------------------------------------99服整魚服務(wù)程序--------------------------------------------------------------------------------------------100如何回答客人問題-----------------------------------------------------------------------------------------101散臺零點服務(wù)----------------------------------------------------------------------------------------------102-106生日蛋糕服務(wù)程序----------------------------------------------------------------------------------------107食物和酒水托盤------------------------------------------------------------------------------------------108-109使用托盤技巧-----------------------------------------------------------------------------------------------110廳房服務(wù)程序----------------------------------------------------------------------------------------------111-113退菜處理程序-----------------------------------------------------------------114洗手盅----------------------------------------------------------------------------------------------------------115鮮榨果汁服務(wù)-------------------------------------------------------------------------------------------------116協(xié)助核對及呈遞帳單程序------------------------------------------------------117協(xié)助席間服務(wù)----------------------------------------------------------------118攜帶物品去洗碗間------------------------------------------------------------------------------------------119嬰兒椅服務(wù)---------------------------------------------------------------------------------------------------120迎賓服務(wù)程序------------------------------------------------------------------------------------------------121展示碟---------------------------------------------------------------------------------------------------------122掌握菜牌知識----------------------------------------------------------------123酒水服務(wù)技巧----------------------------------------------------------------124中餐零點擺臺---------------------------------------------------------------------------------------------125-126中式零點服務(wù)---------------------------------------------------------------------------------------------127-131中餐廳入單程序------------------------------------------------------------------------------------------132-133中式VIP宴會接待服務(wù)程序--------------------------------------------------------------------------134-137U型會議擺臺------------------------------------------------------------------------------------------------138擺放舞臺地板-----------------------------------------------------------------139擺放小酒吧----------------------------------------------------------------------------------------------------140擺放休息茶點自助餐-----------------------------------------------------------141擺放指示牌-------------------------------------------------------------------142晚餐臺擺臺----------------------------------------------------------------------------------------------------143跟進宴會任務(wù)單----------------------------------------------------------------------------------------------144更換及保管布草----------------------------------------------------------------------------------------------145更新多功能廳-------------------------------------------------------------------------------------------------146會議服務(wù)--------------------------------------------------------------------------------------------------------147會議室擺放---------------------------------------------------------148雞尾酒會的擺放----------------------------------------------------------------------------------------------149雞尾酒會與自助餐服務(wù)-------------------------------------------------------------------------------------150檢查會議擺臺-------------------------------------------------------------------------------151劇院式會議擺臺-------------------------------------------------------------------------------------------152課桌式擺臺-----------------------------------------------------------------------------------------------------153設(shè)備認(rèn)識--------------------------------------------------------------------------------------------------------154物品盤點----------------------------------------------------------------------------------------------------155物資重復(fù)使用-----------------------------------------------------------------156西餐擺臺---------------------------------------------------------------------------------------------------157西式服務(wù)---------------------------------------------------------------------------------------------------158外賣-----------------------------------------------------------------------159-160宴會收檔---------------------------------------------------------------------161宴會物品保管--------------------------------------------------------------------------------------------162運輸和存放設(shè)備-----------------------------------------------------------------------------------------163中式擺臺---------------------------------------------------------------------------------------------------164中式服務(wù)---------------------------------------------------------------------------------------------------------165中式宴會接待程序-----------------------------------------------------------166-170準(zhǔn)備工作排班--------------------------------------------------------------------------------------------------171準(zhǔn)備會議----------------------------------------------------------------------------------------------------172準(zhǔn)備自助餐-----------------------------------------------------------------------------------------------------173自助餐宴會服務(wù)程序--------------------------------------------------------------------------------------174-176擺設(shè)酒吧---------------------------------------------------------------------------------------------------------177冰箱的存放------------------------------------------------------------------------------------------------------178從庫房領(lǐng)取酒水---------------------------------------------------------------------179檢查制冷設(shè)備----------------------------------------------------------------------------------------------------180簡單的酒水裝飾-------------------------------------------------------------------------------------------------181酒吧關(guān)檔-------------------------------------------------------------------------182酒吧開檔和物品陳列-----------------------------------------------------------183-184酒吧清潔------------------------------------------------------------------------------------------------------185酒水破損和流失報告-------------------------------------------------------------186領(lǐng)貨單----------------------------------------------------------------------------------------------------------187冰箱清理-------------------------------------------------------------------------------------------------------188準(zhǔn)備冷飲---------------------------------------------------------------------189-190扒房服務(wù)----------------------------------------------------------------------------------------------191餐廳借用酒水程序--------------------------------------------------------------------------------192-193撤盤子及餐具-----------------------------------------------------------------------------------------194充奶盅服務(wù)--------------------------------------------------------------------------------------------195房內(nèi)送餐服務(wù)程序-----------------------------------------------------196-198服務(wù)檢查、預(yù)見客人需要--------------------------------------------------------------------------199個人儀表、衛(wèi)生和行為-----------------------------------------------------------------------------200工作臺的準(zhǔn)備-----------------------------------------------------------------------------------------201接聽電話-----------------------------------------------------------------------------------------------202酒吧設(shè)吧--------------------------------------------------------------------------------------------203-204酒水飲料服務(wù)------------------------------------------------------------------------------------------205清潔桌子------------------------------------------------------------------------------------------------206試酒與葡萄酒服務(wù)--------------------------------------------------------------------------------------207-208團隊信息獲得的服務(wù)程序-----------------------------------------------------------------------------209西餐早餐團隊確認(rèn)及安排程序-----------------------------------------------------------------------210-211西餐自助午、晚餐服務(wù)流程------------------------------------------------------------------------212-213自助餐服務(wù)----------------------------------------------------------------------------------------------214西餐自助早餐服務(wù)-------------------------------------------------------------------------------------215-216VIP接待服務(wù)程序---------------------------------------------------------------------------------------217包廂預(yù)定--------------------