国际酒店餐饮部操作基本标准(英文版)
国际酒店餐饮部操作基本标准(英文版)
Employee is near the door to greet each guest personally Host's name is recorded Guest welcomed, by name, when possible, as they approach the restaurant Cultural sensitivity is demonstrated with greeting and interaction with guests Escorted to a set table Assistance given within 1 minute of being seated Captain greets guest by name (luncheon/dinner) System is in place to recognise guest by name Guest offered a beverage on seating Newspapers are available (breakfast)
ROSEWOOD MINIMUM OPERATING GUIDELINES
FOOD & BEVERAGE – Front of the House
国际酒店餐饮部制度英文
International Hotel Food and Beverage Department Regulations1. IntroductionThe food and beverage department in international hotels plays a critical role in ensuring the provision of quality services to clients. In order to ensure consistency, professionalism, and customer satisfaction, the department has specific regulations that govern their operations.2. StaffingThe food and beverage department shall be headed by an experienced manager who shall be responsible for overseeing all operations. The department will also have a team of well-trained staff members who are skilled in customer service, culinary arts, and beverage service.3. Code of ConductThe food and beverage department shall adhere to a strict code of conduct that ensures professionalism, integrity, and proper workplace behavior. Such codes shall include the prohibition of discrimination, harassment, bullying, and any other behavior that may be deemed inappropriate.4. Hygiene and SanitationThe department shall adhere to strict hygiene and sanitation standards to ensure that all food and beverage products are safe for consumption. All staff members shall be required to undergo proper training on hygiene, sanitation, and food safety practices to ensure that they are well-equipped to meet these standards.5. Menu Design and PricingThe food and beverage department shall be responsible for designing menus that offer customers a wide range of food and beverage options. The department shall also be tasked with determining the prices of all items to ensure that they are competitive and reflective of the quality of services offered.6. Customer ServiceThe food and beverage department shall prioritize customer service by ensuring that all staff members are well-trained in interacting with customers. The department shall also be responsible for implementing systems that enable customers to provide feedback on the quality of service they receive.7. Alcohol ServiceThe food and beverage department shall adhere to strict regulations when it comes to the service of alcoholic beverages. All staff members shall be required to undergo proper training on responsible service of alcohol to ensure that customers are not over-served or put in harm’s way.8. Special EventsThe food and beverage department shall be responsible for planning and executing special events such as weddings, conferences, and other group events. The department shall work closely with clients to determine their specific needs and provide them with customized services that meet those needs.9. ConclusionThe food and beverage department is an essential part of any international hotel’s operations. The department’s regulations are critical in ensuring that customers receive quality services that meet their specific needs. By adhering to these regulations, the department can maintain consistency, professionalism, and customer satisfaction.。
FOSOP酒店标准操作程序前厅部中英文对照
S T A N D A R D O P E R A T I N G P R O C E D U R E S标准操作程序POLICY NO. SUBJECT编号标题FO-DM-001 Duty Check List工作检查表FO-DM-002 Bomb Threat炸弹威胁FO-DM-003 Car Accident交通事故FO-DM-004 VIP Check in重要客人入住FO-DM-005 Accident – Guest意外—客人FO-DM-006 Guest Complaints and Disputes客人抱怨和争执FO-DM-007 Request for Doctor/ Hospitalization求医要求/住院治疗的要求FO-DM-008 Fights争斗FO-DM-009 Fire火灾FO-DM-022 Lost & Found丢失和发现FO-DM-024 Safety Box保险箱FO-DM-028 Incoming Faxes/ Email at night time夜间接受传真/电子邮件FO-DM-030 Valuables贵重物品保管FO-DM-031 Guest Birthday客人生日FO-BC-002 Incoming faxes接收传真FO-BC-005 Meeting Room Rental会议室租用FO-BC-006 Outgoing Fax发送传真FO-BC-007 DHL / EMS/Courier Services DHL特快专递FO-CON-002 Baggage Service for Arrivals行李抵达服务FO-CON-003 Baggage Service for Departure行李离店服务FO-CON-004 Baggage Service for group Arrivals团队行李抵达服务FO-CON-005 Baggage Serviceforg roup Departure团队行李离开服务FO-CON-006 Baggage Storage行李贮存服务FO-CON-007 Brochures, Maps and Directions指引册，地图，导游册FO-CON-008 Flags旗帜FO-CON-009 All Incoming Items所有收入条款FO-CON-010 Newspapers报纸FO-CON-011 Outgoing Items外送物件FO-CON-013 Rooming Guest陪同客人进房间FO-CON-014 Shuttle Bus班车FO-CON-015 Outdated mail, faxes and parcels过期的邮件，传真和包裹FO-CON-016 Paging Service呼叫服务FO-CON-017 postal express service邮政快递服务FO-CON-018 Taxi booking and arrangement出租车预订及安排FO-CON-019 Trolley手推车服务FO-CON-020 Umbrella雨伞服务FO-CON-AR-001 Airport send off机场送行FO-CON-AR-002 Airport Pick Up机场接客FO-CON-AR-003 Airport Lost Luggage行李丢失FO-CON-AR-004 VIP Arrive-Limousine接重要客人-豪华轿车FO-CON-AR-005 VIP Arrive-( By Taxi )接重要客人（用出租车）FO-CON-AR-006 Mobile Phone移动电话FO-CON-DRICER-001 House Use/ Complimentary Vehicle酒店自用/免费用车FO-CON-DRIVER-002 Limousine Availability大型轿车使用率FO-CON-DRIVER-003 Limousine Cleaning & Maintenance大型轿车清洁和保养FO-CON-DRIVER-004 Mileage/ Petrol Control运程/汽油控制FO-CON-DRIVER-005 Limousine Request用车申请FO-CON-DRIVER-006 The Responsibility of Driver司机责任保证FO-EF-007 Guest Preference客人爱好FO-EF-008 Executive Floor Check In行政楼层入住FO-EF-009 Hosting招待FO-FD-010 Computer Down计算机系统崩溃FO-FD-011 Foreign Currency Exchange外币兑换FO-FD-016 Internal Trace Report内部事务报告FO-FD-017 Key Control钥匙控制FO-FD-018 Lost & Found at Check In失物招领FO-EFM-012 VIP Check In重要客人入住FO-EFM-016 Alleged Theft偷窃FO-EFM-017 Guest Complaints and Disputes客人抱怨和争执FO-EFM-018 Complimentary / House Use免费房使用FO-EFM-020 Request for Doctor / Hospitalization求医要求/住院治疗FO-EFM-023 Lost and Found失物招领FO-EFM-024 Safety Deposit Boxes Key Inventory保险箱钥匙清单FO-EFM-025 Safety Box保险箱FO-EFM-027 Valuables贵重物品保管FO-EFM-028 In-House Clinic酒店医疗中心FO-EFM-029 Guest Birthday客人生日FO-EFM-030 Guest Join-In Authorization会员加盟授权FO-EFM-031 Guest Comments客人意见FO-EFM-032 Booking at other Plaza Royale Hotel豪廷酒店网络内约定FO-EFM-033 Hotel Events酒店活动FO-TEL-001 Telephone Control DDD/IDD国际/国内长途电话控制FO-TEL-002 Call Accounting System电话记费系统FO-TEL-003 Call Barring and Unbarring电话禁呼和解禁FO-TEL-004 Do Not Disturb Feature请勿打扰事宜FO-TEL-005 Guest Locator Feature为客人接电话至指定地点FO-TEL-006 Incoming Calls接听来电FO-TEL-007 Operator Assisted Calls接线员辅助呼叫FO-TEL-008 PABX Adcom Fax System专用交换机传真系统FO-TEL-009 PABX Adcom Mail System专用交换机邮件系统FO-TEL-010 Public Address Paging System公共提示标志FO-TEL-011 Wake up Call叫醒服务FO-TEL-012 Personal calls私人电话FO-001 Baggage Service行李服务FO-002 Business Center Service商务中心FO-003 Engineering Service工程服务FO-004 Handling Guest Complaints处理客人投诉FO-005 Handling Incoming Calls处理来电FO-006 Housekeeping Service客房服务FO-007 Room Service-Incoming Call客房送餐来电FO-008 In-Room Dining Order客房用餐预订FO-009 Runner Service特殊服务Front Office Terms to Know前厅部须知A.H.&M.A. American Hotel and Motel Association.美国饭店及汽车旅馆协会Accommodate A promise of a room for a guest – if not in that hotel,then a commitment to find a room elsewhere.对客人保证客房的承诺Adjoining Rooms Two or more rooms side by side without a connectingdoor between them. In other words, rooms can be adjoiningwithout being connecting.两间或两间以上并排的、之间没有房门直接联系的房间。
酒店西餐服务程序汇总(中英文)
酒店西餐服务程序汇总（中英文）Remarks:All the clearing must follow the rule: who deliver the order; this person shouldalso finish clearing in his/her shift. He/Her cannot pass to the next shift exceptby the time he/her finish duty and it is still within one hour after delivering.程序如下: 1.PREPARING FOR SERVICE 准备工作1.1Personal grooming 个人仪表1.2The table 摆台1.3Menu knowledge 菜单知识1.4Miscellaneous preparation tasks 各项准备工作1.5The waiters sideboard 服务员边柜1.6Setting the atmosphere – the final check 气氛布置–最后的检查1.7The reservations diary – taking a reservation 预定日记2.WELCOMING CUSTOMERS 迎接客人2.1Seating a customer 引客人入座2.2Greeting 问候2.3Seating 就坐2.4Serving Pre-meal Drinks 提供餐前酒水3.SERVING FOOD 食品的服务3.1Order taking sequence 服务顺序3.2The scribble pad 记事本3.3Docket system 入厨单3.4Adjusting cutlery 调整餐具3.5Serving food 提供饮食服务3.6Cleaning tables 清洁桌面4.CUSTOMER DEPARTURE / CLEANING 顾客用餐完毕后清洁4.1Arranging customer departure 安排客人离去4.2Payment methods 结帐方式4.3Cleaning 清洁详细内容如下:1. Preparing for service 准备工作1.1 Personal grooming 个人仪表As this is an “up front” industry, your appearance becomes all important. Therefore, special attention to grooming is essential.因为这是服务业的最前方，你的外表是很重要的，因此你必须首先注意这一点。
某酒店餐饮标准工作程序概述英文版
某酒店餐饮标准工作程序概述英文版IntroductionAs a hotel, food and catering services are an important part of business. To ensure that the hotel provides high-quality food and catering services, it is necessary to establish a standard work program for food and catering services. This document outlines the work program for food and catering services at a certain hotel.Key Elements of Work Program1. Menu PlanningThe hotel's menu planning process involves the following steps:a. Determining the type of cuisine offered by the hotel.b. Analyzing the food preferences of guests and target market.c. Planning the menu according to guest preferences and hotel policies.d. Determining the pricing of food items.e. The final menu is presented for review and approval.The menu will be updated on a regular basis based on feedback from guests and market trends.2. ProcurementProcurement is an important aspect of food and catering services. The process involves the following steps:a. Identifying food vendors that meet specific quality standards.b. Ensuring food vendors meet market and government regulations regarding food safety.c. Purchase orders placed on a timely basis.d. Food items are checked upon delivery for quality and quantity.e. Billing and payment processing.3. PreparationThe preparation of meals is a critical aspect of food and catering services. The process involves:a. Weather forecast analysis to ensure menu preparation factors in seasonal variations.b. Food preparation equipment and utensils checks and maintenance.c. Ensuring food is stored at proper temperatures, including refrigeration, and other preservation techniques.d. Proper hygiene and sanitation practices are adopted.e. Menu items prepared in time and to specifications.4. ServiceThe service aspect of catering and food service is important because it impacts guest experience. The service process involves:a. Staff training about the hotel's customer service policies.b. Guests are greeted with an appropriate level of hospitality.c. A clean, well-maintained dining area is provided.d. Food is presented in a visually appealing manner.e. Wait staff reports any issues to management for immediate resolution.5. Quality ControlQuality control is essential to ensure that the hotel maintains a high level of food safety and quality standards. The process involves:a. Regular temperature control checks of food items.b. Random sample testing done by an investigative team.c. Cleanliness tests of kitchens, cooking equipment, and dining areas.d. Guest feedback and reviews to monitor and address quality concerns.e. Complaints promptly resolved and recorded for review.ConclusionThe work program outlines the standard procedures that hotel staff involved with food and catering services should adhere to. The process ensures the delivery of high-quality food and services that meets or exceeds guest expectations while maintaining a safe and hygienic environment. It is important for management and staff to regularly review the work program and make necessary modifications on an ongoing basis.。
白金五星级酒店餐饮部员工操作手册sop——中餐厅
目的OBJECTIVE:确保全部效劳员以标准程序为客人效劳。
执行程序PROCEDURES:一、迎客：1) 主动拉椅让客人就坐并同时问候客人。
2) 送上热毛巾(茶市、夜宵可免)。
3) 询问客人喜欢喝茶或喝饮料，并介绍品种。
4) 翻开杯子。
5) 跟客人斟礼貌茶或酒水请客人饮用，饭市上芥酱小食。
6) 拆筷子套,跟客人铺上餐巾在大腿上。
7) 收回客人用过的毛巾。
二、点菜：1) 主动询问客人是否可以点菜。
2) 打开菜谱让客人细看并主动介绍餐厅内的特色菜,每周厨师精选,海鲜以及用好的方式推销急去的菜式。
3) 点菜后重复一遍客人所点的菜式名称份量(在卡内注明清楚)。
4) 向客人推销酒水(洋酒,中国名酒,啤酒,汽水,新鲜果汁等)。
5) 点菜后给客人斟上酱油。
3、上酒水，上菜：1) 按规定选择合适的酒杯给客人斟酒水。
2) 斟酒水后征求客人是否可以把茶杯、茶壶撤走，如客人不喝任何酒水的将茶水斟入水杯中，然后把茶壶撤走。
3) 准备上菜时的用具(如：汤碗、毛巾、洗手盅、蟹钳等)。
4) 上菜时要报菜名并把点菜卡，交给传菜员盖印。
5) 上汤、粥、面、粉、糖水都要给客人分，上鱼要征求客人是否要起鱼骨。
6) 随时留意客人所点的菜式，上菜的节奏，是否上齐。
4、台面服务：1) 勤巡台，给客人斟茶水酒水，再次推销酒水和菜式。
2) 主动跟客人点烟夹去桌面上的杂物。
3) 换骨碟收空笼、菜碟以及换烟盅(不多于二个烟头)。
4) 有责任提醒客人将行李或随身财物保管好。
5) 客人用餐后询问是否喜欢吃水果或甜品。
6) 最后用完餐给客人斟上新鲜热茶(重新上杯子)。
7) 征求客人意见是否撤走桌面上的菜碟和餐具(清点银器数量)。
8)再派一次热毛巾给客人，清洁好桌上留下的什物。
五、结帐，送客：1) 随时留意客人想结帐的举动。
2) 结帐时收起点菜卡询问客人是否上齐，然后核对台号、人数签台后，将卡送至收银台。
3) 复核帐单与实际消费是否相符，用结帐本夹着帐单送到客人桌前“多谢”客人付款。
餐饮流程标准英文
餐饮流程标准英文English: Standard operating procedures for the food and beverage service industry include several key steps. Firstly, guests should be warmly welcomed and promptly seated in a clean and organized dining area. Once seated, servers should promptly greet guests, introduce themselves, and offer drinks. After taking drink orders, servers should provide menus and take food orders, ensuring accuracy and attentiveness to special requests. Throughout the meal, servers should be attentive to the needs of the guests, ensuring that all courses are served promptly and correctly. Once the meal is finished, the check should be presented promptly, and payment collected efficiently. Lastly, guests should be thanked for their patronage and invited back as they depart.中文翻译: 餐饮服务行业的标准运营程序包括几个关键步骤。
首先，客人应该受到热情的欢迎，并迅速地被安排在一个清洁整洁的就餐区域。
餐饮 SOP 中英文对照版
DAYS HOTEL & SUITES JIAOZUOSTANDARD OPERATING PROCEDURES AND TRAINING MANUAL10.Check if there is any special requests such as seating arrangements, baby chair, number of seats, table decorations, face towels, serving gears, operating equipments, special wine / beverage arrangements, no pork no lard, vegetarian…查看一下是否有任何特别的要求，比如：桌位安排等，需不需要婴儿椅，一共几位，桌面装饰要求，小毛巾，公共用具，餐具，葡萄酒要求，酒水要求等11.Any special requests must be executed, have the beverages stand by and the related equipments ready such as: glasses, wine cooler / baskets, warmer for Chinese Hua Tiao Wine, pot, cups dried prunes, rock sugar…客人的任何要求必须要兑现，要准备好所有相关的用具，比如：玻璃杯，冰桶，葡萄酒篮，花雕酒保温桶，花雕壶，花雕杯和干话梅12.The manager must introduce himself to the host or the organizer, in the mean time he should find out what is the nature of the party unless he has known before hand. If this is a birthday party, he should check whether the cake has been arranged and who is the birthday boy, so the arrangements can be made, meanwhile he should also introduce the service associate who is assigned to take care of this party to the guest餐厅经理必须向客人或宴会组织者做自我介绍，同时必须搞清楚宴会的性质除非事先知晓，如果是生日聚会的话，他必须检查一下生日蛋糕是否已定和谁是当天的寿星，这样就可以做相应的安排，同时他应该将负责该房间服务的服务员也介绍给客人13.The service associate must get to know who the host is, who the organizer is, who the guest of honour is, how they should be addressed, and go through once again with the host or the organizer all details (the best timing is to do it before the arrival of the rest of the guests)服务员必须知道该桌的主人是谁，组织者又是谁，谁是主宾，分别应该如何称呼，最后和主人或组织者确认一遍所有的细节（这一点最好是在开餐前做）14.Check whether wines / liquors / beverages displayed on the service bar meet with the host's requirements i.e.: he would like to go for premium brands, regular brands or any particular brands, items must be alternated immediately检查一下水吧上面所准备的饮品是否和客人的要求有异，比如：他是否有对特定品牌的选择，有选择的必须可以马上选择的15.Soya sauce, tidbits can be pre-set on the table, face towels can be pre-placed, drinking water can be pre-poured, wine can be opened to let it breath if the wine is confirmed in advance 酱油和小食可以预先放在桌上，小毛巾也可以预先放在桌上，葡萄酒可以先话，在将鱼给客人看过以后拿到餐车上，一般是将鱼放在主人和主宾之间看一下后7.Move the spring onion and ginger to the side 将鱼上的姜葱分到一边8.Make a cut in the middle of the fish and remove the meat to two sides (skin on top) 在鱼的中间开一刀，将肉分到两边（在鱼皮上面）9.Cut the meat into small pcs 将肉切成小份10.Cut off the fish head and the tail from the fish 将鱼头和鱼尾切下11.Share the fish in equal portion to the pre-set bowls 将鱼肉平均分在事先准备好的碗中12.Put a little spring onion, ginger and soya sauce on the fish 每个碗中放一点姜葱和酱油13.Put the fish head and the tail on a bone plate and serve it to the guest of honour, normally seating next to the host 将鱼头和鱼尾分成两份服务给主人和主宾，一般主宾总是紧靠主人坐的Family Style: 家庭式1.Put the fish on the guest table directly, fish head should be on the opposite side of the table 将鱼放在客人的桌上，鱼头不可以对着客人2.Ask the guest whether they would like the fish to be deboned 询问一下客人是否愿意让你给他们分一下3.Move the spring onion and ginger on the side of the plate 先将葱姜丝拨到一边4.Make a cut in the middle of the fish, and move the meat to two sides (if the guest want the fish to be deboned, cut off the fish head and tail, remove the big bone carefully to a bone plate, ensuring that there is no more meat attached to the bone) 在鱼的中部开一刀（如果客人同意你分的话），将鱼头和鱼尾分别割一刀，然后小心将鱼大骨取出放在一边的碟上，骨上不能带肉5.Put the fish meat from two sides back to the fish, let it look like a whole pc of fish 将鱼肉从两边再回放到鱼身上，让鱼看上去还象一条整鱼6.Put the spring onion, ginger on the fish with few scoops of soyafish 将葱姜丝放回到鱼身上，然后再将汁淋一些在鱼身上7.Put a serving spoon on the side of the plate and let the guests to help themselves 将公勺放在鱼盘的边上以便客人们的取用Procedure for Serving Whole Fish in PDRs / VIPs on the Lazy Susan or by Table Side on a Service Cart: 在贵宾厅服务整鱼的STANDARD OPERATING PROCEDURES AND TRAINING MANUAL。
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REMOVAL OF EXTRA SETTING
WATER SERVICE, IF APPLICABLE
Water is cold Water is served within 2 minutes of guest being seated
COCKTAIL ORDER
PHYSICAL SPACE
Restaurant is well lit, fresh and inviting Air is fresh, no evidence of kitchen odours or smoke Floral statement in central location of entrance Fresh flowers on tables are in an attractive vase and of proportional height, potted plants are not used Tables are set symmetrically Minimal machinery, printer and kitchen noise Live music, when appropriate, at a level that easily allows conversation Creative water service is in place – bottled water is offered for sale Freshly prepared coffee, decaffeinated coffee, espresso, cappuccino and teas available At least three freshly squeezed juices, including juice of the day available (breakfast)
ROSEWOOD MINIMUM OPERATING GUIDELINES
FOOD & BEVERAGE – Front ity experience for all guest through providing an environment and
WELCOME
GUEST TABLESIDE GREETING
Employee approaches table within one minute with a smile, warm greeting and recognizes guests by name All extra settings are removed during first contact with the table
All Servers upsell beverage brands and sell cocktails by making suggestions Ladies' orders are taken first and the host last All Servers are knowledgeable of well brands, signature drinks, correct glassware and garnishes Eye contact is maintained with guest while taking an order Employees are knowledgeable of all wines Drinks are served within 3 minutes of being ordered Guest receives the drink ordered; drinks are not “auctioned” Beverages are served to the right of the guest Employee does not touch the rim of the glass when serving beverages
DRINKS
RESERVATIONS
Reservations honoured and accepted (tables held for 15 minutes after reservation time) Availability for requested reservations is checked prior to confirmation to the guest All information written is verified with the guest When requested reservation is not available, an alternate time is suggested Employee is near the door to greet each guest personally Host's name is recorded Guest welcomed, by name, when possible, as they approach the restaurant Cultural sensitivity is demonstrated with greeting and interaction with guests Escorted to a set table Assistance given within 1 minute of being seated Captain greets guest by name (luncheon/dinner) System is in place to recognise guest by name Guest offered a beverage on seating Newspapers are available (breakfast)
BREAKFAST, LUNCHEON AND DINNER SERVICE
ambience in keeping with Rosewood’s tradition of excellence. To provide service at a pace that is tailored to the guest’s individual needs.