品牌酒店餐饮部PP.docVIP

XXX大酒店 HOTEL Food Beverage Policy Procedures 餐饮部政策和程序 INDEX 索引 FBPP 001 BASIC OF GOOD SERVICE 优秀服务的基本点 FBPP 002 FB COMMUNICATION 餐饮部门内部沟通 FBPP 003 FOOD BEVERAGE OUTLET RESERVATIONS 餐饮部各部门预订 FBPP 004 SERVICE CHARGE ON TAKE AWAY ITEMS 外卖食品的服务费 FBPP 005 SMOKING/NON-SMOKING 吸烟区和非吸烟区 FBPP 006 VIP’S GIFT AND GUEST AMENITIES 贵宾礼品和客人礼物 FBPP 007 ORDERING OF BIRTHDAY CAKES FOR GUESTS 为客人订蛋糕 FBPP 008 RETURNED FOOD AND BEVERAGE 客退的食品和酒水 FBPP 009 HANDLING COMPLAINTS AND DIFFICULT SITUATIONS 处理客人投诉和较复杂的情况 FBPP 010 BREAKAGE AND LOSS CONTROL 破损和损耗控制 FBPP 011 KEY CONTROL 钥匙保管 FBPP 012 TABACCO CONTROL 烟草保管 FBPP 013 STOCK REQUISITIONS 库存领用申请 FBPP 014 RECYCLING PROCESS 物资循环利用的程序 FBPP 015 QUALITY AND FOOD SAFETY STANDARDS 食品质量及安全标准 FBPP 016 RAGS 净布 Subject: BASIC OF GOOD SERVICE 主题：优秀服务的基本点 PP No. : FBPP-001-01 Issued By : Director of FB PP编号. ：餐饮部-001-01 由签发 ：餐饮总监 Effective Date : Approved By : General Manager 生效期 ： 经批准 ：总经理 Page(s) : 1 of 3 Distribution: Executive Committee/ Department Heads/Assistant Department Heads/All Staff 分 送 ：行政委员会成员/各部门经理/副经理/全体员工 Objective: 目标： To delight the customers with the basic of good services examples. 以优质服务的令客人感受愉悦 Policy: 政策： To clarified the basic points of good service in accordance to our practices. 分清优秀服务的基本点,以便与服务保持一致 Procedures: 程序： What is “Good Service”? SERVICE 什么是“优质服务”？ S: SINCERITY 真诚 We must treat ourselves as the host and our guest as very important person (VIP).We must prepare ourselves to serve others as we are in the service industry. People come to our hotel to buy our service, that is room for the night or our food and beverage at the restaurant, bar, or lounge. We are not doing a favor to our guest by serving