五星级酒店餐饮部咖啡厅操作手册sop.doc

五星级酒店餐饮部咖啡厅操作手册sop 五星级酒店餐饮部咖啡厅操作手册 介 绍 Food and Beverage is a hugely diversified Department that has to cater to guests varied needs in a polite friendly and professional manner while at the same time striving for optimum profitability 餐饮部是一个大部门它要在同一时间迎合客人在礼貌友好专业态度上的不同要求同时追求最佳的效益 As the public becomes more knowledgeable the demand upon the Food and Beverage Department to satisfy their needs becomes a greater challenge To meet this challenge we need to provide our guests with a quality of service and product that is second to none 当相关政策被人们所广泛熟悉的同时餐饮部在满足客人的需求方面遇到的极大的挑战为了迎接挑战我们唯一能做的就是给我们的客人提供高质量的服务和产品 To achieve this the Food and Beverage Department needs to set standards for quality of service and product 为了实现这一目标餐饮部制定了一系列有关服务和产品的标准 This manual has been structured in a user-friendly format Giving various job descriptions and job list with tasks and service standards relevant to that position 这些准则有相当友好的界面格式对不同的工作岗位进行了描述列出了每个岗位的工作职责以及相关了服务标准 The main objective of EZ cafe is to contribute to the profitability of the Food Beverage Department as well as to maintain a standard of performance that is expected in the entertainment industry EZ咖啡厅的主要目标是在给餐饮部尽可能创收的同时也要保持消费行业的服务水准 APPEARANCE AND GROOMING 仪容仪表 OUR GOOD IMAGE BEGINS WITH YOU 树立良好形象 As a staff of EZ cafe you play a vital role in shaping the public image and reputation of one of Shanghri-Las best restaurants 作为EZ咖啡厅的一名员工你所树立良好大众形象及声誉对于这一香格里拉大酒店最好的餐厅起着致关重要的作用 Providing good service the kind of service that makes people want to return again and again entails much more than simply knowing your job The Hospitality Industry places special demands on personal qualities and conduct that few other industries require 提供良好的服务这种服务能够使顾客乐意再来而不是对你的工作只停留在简单的表面认识上比其他的行业酒店业对于个人的品德和操守的有特别的要求 You have been employed for your specific job because we believe that you possess special skills and qualities which will make you an asset to the company The following guidelines will assist you in achieving you