喜来登酒店餐饮服务程序及标准

“AUDIT”

‘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: _______________________________________________

4 POINTS BY SHERATON SHENZHEN

TAS 1

SPPS

GENERAL/SERVICE（基本服务）

Comply 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

Not Comply customers to do so; associates will avoid any questioning of guests, as to their menu or beverage selection at the time of serving courses

员工将负责客人提出的要求而不是转给其它部门；员工将解决客人的问题，像在服务中

菜牌和酒水牌的问题。

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， 领班和领位员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, cutlery and service equipment will be quietly cleared from guest

view

所有用过的瓷器，杯子，餐具及其他用品在调换中必须安静地调换。

TAS 9 Checks will be presented as follows: 以下帐单须自动呈现给客人：

Breakfast - automatic – on table （早餐 – 主动-桌子上） Lunch - automatic – on table （午餐 – 主动-桌子上） Dinner - automatic – on table （晚餐 – 主动-桌子上） Supper - automatic – on table （夜宵 – 主动-桌子上） Snack - automatic – on table （小食 – 主动-桌子上）

TAS 10 Small complimentary sweets will be provided at door

在门厅边准备免费小甜点。

TASTE – ADD W CAFé & DELI

4 POINTS BY SHERATON SHENZHEN

SPPS

Comply

TAS 11 Trained \ 在餐厅营业时间应有受过训练的急救员随时待命。

TAS 12 No handwritten posters, bulletin boards or signs will be used except for blackboard

Not Comply specials (Optional)

除了特殊黑板，不能手写海报，公告栏或牌子。

TAS 13 Ashtrays will be replaced after every 2 cigarettes are extinguished 有两个烟头的烟灰缸就必须更换。

TAS 14 When Guests inquire for special items or if associate / order taker is unsure of the

guest‘s request, associate should refrain from declining the request immediately or responding ―no we do not have that‖ and should instead :

* ask for clarification ( in terms of a certain cuisine – ask for colour, cold or warm dish, what are the contents – is it rice, noodle, pasta, soup, salad…etc)

* ask if guest would wait whilst associate check to see if desired items or requests are available, before disappointing the guests.

当客人要求一些特殊项目而员工不确定时，员工不应该立即回答“我们没有这个”而应

该换一种问法：

*问清楚（它的做法-颜色，冷的还是热的，以及像什么-米饭，面条，意大利面，汤，沙

律……等）

*在客人失望之前，要时时关注客人以及帮助客人去找我们是否有客人所需要的东西。

TAS 15 Guests should be notified if their order is not available immediately in order to avoid

delay in serving time; associate should apologise to Guests for the inconvenience and recommend guests an alternative item.

Associates should also be well versed on the menu item cooking times and assist guests in their ordering by making recommendations and asking what the guests‘ preferences are (such as ―would you like something light, do you prefer a fast lunch,‖ etc ….).

如果客人点的东西没有，员工必须第一时间通知客人；员工必须表示抱歉同时推荐可选

择的项目。员工必须有良好的餐牌知识才能给客人推荐或者问客人的喜好（像“是否喜欢清淡的或是否喜欢快餐”等）

TAS 16 During the meal, associates should always anticipate guests needs and scan the area

regularly, keeping their eyes open for any guests needing service and attempt to be multi tasked; when cleaning a table or performing a task, they should still be able to notice if any guests in the restaurant needs service or at least be able to acknowledge the guest‘s needs and respond thereafter.

在开餐期间，员工应该能预见客人并且有规律的巡视，在做自己的事情时也要保持眼睛

不要离开客人；在清扫桌子或专注做事时，他们也必须注意到餐厅里的客人是否需要服务至少能对客人的需要做出反应。

TAS 17 During the meal placement for each course, associates should inquire if the guests

require anything else with their dishes (eg. sauces, black pepper, etc).

在给客人上菜时，最好问一下客人是否需要配料（汁酱、黑椒汁、等）。

TASTE – ADD W CAFé & DELI

4 POINTS BY SHERATON SHENZHEN

TAS 18

SPPS

Comply Prior to every course of the meal (appetizer, main course or dessert) associates need to be aware to up sell and offer a recommendation of beverage that will match the respective dish (if guest doesn‘t already have a drink).

在给客人点餐时（头盘，主菜或甜品）之前必须给客人推销相对应的酒水。

TAS 19 Associates must always find ways of delighting the guest, Notice, Focus, Act – eg.

if guests are celebrating a special event, ?surprise‘ them with a cake or photo & card, Not Comply etc; always have scanners on and be aware of the environment around.

员工必须知道怎样可以使客人开心，布告板，注意力等。如果客人有特殊的活动，给他

们一个惊喜最好，像蛋糕或照相&贺卡，等；员工同时也要关注活动区域。

Reservations （预定）

TAS 20 The restaurant will have a dedicated outside telephone line and number with roll-over

capacity; Reservations will be possible for breakfast, lunch, snack, dinner and supper.

餐厅里将有专人负责电话预定和整理这些资料；我们将会承接早餐，午餐，小食，晚餐

和宵夜的预定。

TAS 21 The telephone will be answered before the fourth ring, with restaurant name, associate

name (as per hotel standard) and offer of assistance

电话应在四声铃响以前接起，并报出餐厅的名字和问侯语。

TAS 22 Reservation information includes guest's full name, local telephone number, number in

party, time and date of reservation, plus any special requirements and preference for smoking or non-smoking area, as well as private room and seating area in restaurant

接受预定时应包括客人的全名，电话号码，人数，时间，日期和特别要求。

TAS 23 Information will be repeated, using guest's name, with a \ 重复信息，使用客人的姓名，并说谢谢。 Greeting and Seating (问候及伺坐)

TAS 24 A Manager, Team Leader, or Host / Hostess will attend the restaurant entrance at all

times during service; Managers to offer business card and solicit future business and rapport, via personalized service to guests on arrival

经理，领班和领位应时刻参与门口的迎宾服务。 当客人到达时，经理最好能够亲切地

呈现自己的名片并且恳取客人的名片。

TAS 25 All guests will be acknowledged in less than one minute of arrival; with a smile and

friendly greeting eg. ―Welcome….‖

所有的客人应在一分钟内被认知；员工们用微笑和朋友般的热情打招呼，“欢迎光

临”。

TAS 26 There will be no physical barrier between guest and greeter 在客人和服务员之间无身体接触。

TAS 27 Guests will be offered smoking or non-smoking section; buffet or a la carte

TASTE – ADD W CAFé & DELI

4 POINTS BY SHERATON SHENZHEN

SPPS

Comply 客人将会被提供吸烟与非吸烟区。

TAS 28 The guest will be seated within 2 minutes of arrival and name will be given to service

team by Host or Hostess; chair assistance will be provided

客人将被安排在两分钟内就座， 领位把客人姓名告诉服务人员，并帮客人拉椅子。 A La Carte or buffet service（零点或自助餐服务）

TAS 29 Associates will use the guest's name, and welcome guests with a smile within 15

Not Comply seconds of seating, assist with the chairs, coats, etc. asking if pre-dinner drinks, aperitif or cocktails are desired; Appropriate greeting ―Welcome……, I am…., would you like to start with a ……..(as per up-selling item of the period)‖; confirm if guests are having buffet or a la carte. If a la carte – associate will unfold napkins for guest from right side and offer menu and wine/beverage list; if buffet – associate will place napkin on side plate in a neat manner, offer buffet and explain buffet procedure.

在15秒中的服务中；员工需始终面带微笑，拉椅子，客人的外衣，等问餐前饮料/开胃

酒或鸡尾酒，并且用客人的名字称呼客人。“欢迎光临…我是…是否先从…开始…（使用推销技巧）”；确定客人用零点或自助餐。

如果是零点 — 员工需在客人的右边铺餐巾、展示餐牌和酒水牌；

如果是自助餐 — 员工需将折叠好看的餐巾放在盘子上，并告诉客人自助餐的食品。

TAS 30 Aperitif or cocktails will be placed on the table to the right of the guest within 4 minutes

of taking order

开胃酒或鸡尾酒应在四分钟内服务给客人。

TAS 31 Associates will present the wine list to the host, at same time as menus are presented 员工应在领位服务菜单的同时展示酒单。

TAS 32 The associate will take wine/beverage order at same time as food order,

making specific recommendations for dishes ordered; unless guest requests

additional time.

员工应在点单的同时完成点酒水，并根据客人的点单做出推荐。

TAS 33 Glasses will be placed on the table, the wine presented and served within 4 minutes of

order-taking (as per wine pouring standard) and before the first course is served; offering label to host to confirm – serving ladies first and host last

酒杯应先置于桌子上，在服务第一道菜四分钟前服务客人点的葡萄酒（按照葡萄酒的

服务标准）；把酒的牌子展示给点酒的客人—服务从女士开始/最后服务点酒的哪个客人。

TAS 34 After food order is taken, associates will ask if bottled water is desired 点完餐后，员工应询问客人是否需要矿泉水。

TAS 35 Water will be refilled every time glasses are ? full 在杯子只有四分之一满时应往杯子里加满水。

TASTE – ADD W CAFé & DELI

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