1、國際酒店餐飲宴會廳SOP管理手冊國際酒店餐飲部宴會服務手冊International hotelBANQUET SERVICE SOP國際酒店管理手冊STANDARD OPERATING PROCEDURE標準操作程序FINDING OUT THE MEAL AND BREAK TIMES了解正確的用餐和茶歇時間Task Number:BQT-0022Department: F&B BanquetingDate Issued: Nov. 2007Guest Expectation: I expect that meals, snacks and breaks are set up, with

2、wait staff ready to service, at requested break times. 我希望在我要求的時間內有準備好為我們服務的員工和準備好的餐，小吃和茶歇Time to Train: 22 minutesWhy is this task important for you and our guests?為什么這項任務對我們的客人和你是如此重要？Answers: 回答 1. To maximize guests satisfaction可以滿足客人的最大期望值2. To ensure the meals and breaks are ready on the reque

3、sted time確保餐和茶歇按照要求準備好3. To demonstrate flexibility and professionalism展示專業性和靈活性WHAT/ STEPS什么/步驟HOW/ STANDARDS怎樣/標準TRAINING QUESTIONS培訓問題1) Check with organizer同活動負責人確認The banquet supervisor must check with the organizer if there is a time change for the scheduled break or meal.宴會主管人必須同活動負責人確認是否改變了預

4、定的用餐或者休息時間This checking can be done during the function or after an early meal or break.這個確認要在活動進行中或者在用餐或休息前較早的時候Discretely approach the organizer and say：“Excuse me sir / madam or Mr. / Mrs. XXX, your coffee break/lunch/ dinner is scheduled at XX oclock, is this time still correct?”不要引人注目地靠近活動的負責人然

5、后說：“打擾一下先生/女士或者某某先生/某某夫人，你們的茶歇/午餐/晚餐在預定的某點，可以按照這個時間準備嗎？”Why should you check with the organizer?為什么你要同活動負責人確認？Why is during the function or after an earlier meal a good time?為什么在活動中或者在用餐前較早的時候確認是合適的時間？Why should you be discrete?為什么你要不引人注目地？2) Confirm the break time確定時間Confirm clearly with the guests

6、 the time, repeat the time to make sure you completely understand.同客人確定準確的時間，重復時間以確保你充分了解Say： “Excuse me sir / madam, you would like to postpone (or bring forward) your lunch or next break by XX minutes, this will be then XX oclock. Is that correct?”重復時說：“打擾一下先生/女士，你需要推遲（或者提前）你的午餐或者下一次茶歇某某分鐘到某某點.對嗎？

7、”Whos job is it to confirm break times?確定時間是誰的工作？How do I confirm the break time?我能去確定時間嗎？What words should I use?我要使用什么樣的話語？What do I do if the conference organizer changes the break time a number of times throughout the conference?如果活動負責人改變了時間，在這段時間里我要做什么？3) Liaise with the team同團隊聯系Immediately br

8、ing the information to the rest of the team; chef, stewarding, head waiters, key staff, etc.立即把消息通知給團隊里的同事；廚師長，管事部，主要負責的服務員，關鍵位置的員工，等等Once the break time is known, who else must I tell? 一旦知道準確的時間，哪些人是我需要通知的？How is this done? 怎么做？Summary questions:總結1. Why should you prepare the linen?2. Why should the linen be clean?3. Why should you follow the floor plan?4. Whos job is it to confirm break times and when should this be done?5. How should I confirm the break time?6. Once known, how is this communicated to all relevant parties? Now ask the trai