国际品牌酒店餐饮服务程序及标准.doc

‘TASTE - ADD W CAFé DELI’ - INFORMAL RESTAURANT / CAFé DELI 桂花餐厅-熟食店 6.5 ‘4 POINTS BY SHERATON SHENZHEN ‘ SERVICE PROCEDURES AND PRODUCT STANDARDS 深圳福朋喜来登酒店餐饮服务程序及标准 General /Service 基本服务 ? Menu Composition 菜单组成 ? Product 产品 ? Brand Standards 标准 Auditor Name: _______________________________________________ Auditor Signature: _______________________________________________ Audit Date: _______________________________________________  General/Service（基本服务） TAS 1 If this is the only outlet open for breakfast, it opens 2 hours before normal local business hours, or 0630hrs, whichever is earlier. If it is the only informal restaurant open for dinner, closing will not be earlier than 2300hrs 如果只是早饭时间开放，需比当地营业时间早两小时开门，像6：30AM，不管有多早如果只是晚饭时间开放，关门时间不能早于晚上11点。 TAS 2 Associates will handle requests involving other departments rather than telling customers to do so; associates will avoid any questioning of guests, as to their menu or beverage selection at the time of serving courses TAS 3 There will be no minimum cover charge in the informal restaurant. 餐厅不设最低消费。 TAS 4 Service will be friendly and attentive without hovering, and efficient, without rushing guest 提供真诚殷切的服务，不能在客人附近徘徊要有效率的服务不能催促客人。 TAS 5 The Manager, Team Leader or Host / Hostess will be actively involved in all aspects of guest service 经理 领班和领位都应积极参与为客人的全方位的服务 TAS 6 Requests for substitution and items not on the menu will be honoured, if readily accessible 如果可能的话，接受客人提出的一些替代品或是不在菜单上的菜，将是值得推崇的。 TAS 7 If there are guest’s complaints about food or wine they will be replaced without question, free of charge 如果客人投诉食物和酒水，我们将毫不迟疑地免费为之调换。 TAS 8 All used china, glass, c