东莞华翔酒店餐饮宴会部SOP-OperationManual.docVIP

TABLE OF CONTENTS目录 1. Welcome欢迎加入宴会部 2. Catering Department宴会销售部 Department Objectives部门工作目标 3. Organization Chart宴会销售/服务部成员组成结构图 4. Job Description工作祥述 5. Do’s and Don’t行为准则 6. Making Customers Welcome如何迎接客人 7. If a Guest Complains当客人投诉时 8. Telephone Technique电话机技能 Distribution of Document文件的发送 Catering Manager’s Checklist宴会经理检查目标 Catering Checklist for Functions宴会活动检查目标 Booking Policies and Procedure预定活动规则和程序 Catering Sales/Reservation Knowledge宴会销售/预定准则 Catering Inquiry Form宴会活动调查表 Sample of Proposal Letter计划书样本 Sample of Confirmation Letter确认信样本 Sample of Event Order Sheet宴会活动单样本 Sample of Amendment Sheet修改单样本 Trace Form内部追索单 Tracing Letter to Guest Asking for Confirmation活动确认情况追索信 Tracing Letter to Guest致客人追索信 Guest Questionnaire征求客人意见表 Thank You Letter感谢信 Thank You Letter sent to Guest after Each Cold Call外出销售后所发的感谢信 Lost and Found Procedure失物招领程序 Safety and Security安全保卫 Glossary 综述 WELCOME 欢迎加入宴会部 We would like to take this opportunity to welcome you to the as part of our Catering/Banquet Team. 我们想借此机会欢迎你加入 成为宴会部的一员. Our Catering/Banquet Department would only be possible to achieve quality services provided to our guests with your true team spirit. 宴会部只有依靠大家团结合作才能为我们的客人提供最优质的服务. We welcome you to join us in the team and as we are constantly moving along to upgrade and improve our standard of services to our guests, we hope that you can assist us to achieve this goal by contributing your best efforts. 欢迎你加入到宴会部, 我们要不断的为客人提供更高标准的服务, 希望大家都尽自己最大努力, 协助我们达到这个目的. To help you along the way, we will provide you, with proper training ,understanding and a good working environment as much as possible. 我们会尽最大可能帮助你, 提供必要的培训, 指导和良好的工作环境. Please come to us for any assistance that you may require and we will be only too happy to help. 如果要寻求任何协助, 请告诉我们, 我们会非常高兴为您提供帮助. Remember, door is always open for you. 请记住, 宴会部的大门任何时候都为你敞开. CATERING DEPARTMINT 宴会部 Departmental Objectives 部门工作目标 To upgrade client service and to provide high stand