洲际宴会厅程序-0035 - How to Serve a Buffet.doc

STANDARD OPERATING PROCEDURE 标准操作程序 HOW TO SERVE A BUFFET 怎样服务自助餐 Task Number: BQT-0035 Department: FB – Banqueting Date Issued: Nov. 2007 Guest Expectation: I expect the service offered for buffet dinner to be exemplary: from the time I walk into the function, to the time I depart, I expect warm meals, replenishing beverages to be served by friendly, knowledgeable staff. 我希望自助餐的服务是模范的.从我来到活动场地直到我离开,我希望有专业的、友善的员工给我提供热的食物和不间断的酒水服务 Time to Train: 60 minutes Why is this task important for you and our guests? 为什么这项任务对我们的客人和你是如此重要？ Answers 回答: To maximize guests satisfaction 可以满足客人的最大期望值 To ensure that the service is friendly 确保友善的服务 To ensure the service is efficient and soiled dishes are cleared on time 确保服务的效率和及时收脏盘子 WHAT/ STEPS 什么/步骤 HOW/ STANDARDS 怎样/标准 TRAINING QUESTIONS 培训问题 General Information 总说明 Service to be quick and efficient. 服务要快速和高效率 Replace or clear soiled dishes and glassware fast and quiet. 补充或者清洁脏盘子和杯子要快速和高效率 Serve food and beverage from right and clear from right. 服务食物和酒水时要从右上从右拆 Serve ladies first, if possible. 尽可能地女士优先 Remove any soiled dishes, glassware within 3-5 minutes after the guest is finished. 在客人吃完3—5分钟后收走脏盘子和杯子 The “buffet staff” to keep an eye on buffet line to make sure an adequate supply of plates. 自助餐员工要时刻注意自助餐台并确保自助餐台上有合适的盘子补充 Why should the service be quick and efficient? 为什么你的服务要快速和高效率? Why do you serve clear from the right? 为什么你服务时要从右上从右拆? Why do you remove within 3-5 minutes? 为什么你要3—5分钟后收走脏盘子和杯子 Why should there be supply of plates, etc to the buffet? 为什么这里要有足够的盘子补充自助餐台? Make sure the room is ready 确保房间已经准备好 The room should be set at least half an hour before door open. 房间要在开门前半个小时准备好 15 minutes before door open, bread rolls and butter to be placed on table. 在开门前15分钟,将面包篮和黄油放置桌上 Butter must be arranged nicely and each table must have 3 butter dishes with 4 pieces butter. (10 pax around the table) 每张桌子上放置黄油盘3个内装4块放置整齐的黄油(10人圆桌) Food for buffet line to be placed on buffet table. 食物在自助餐台上排列整齐 Upon Banquet Mana