第一部分操作规范篇.doc

目录 Contents 第一部分 操作规范篇 先做对的事，然后把事情做对。 做什么（岗位职责） 怎么做（操作规范） 怎样做好（服务技巧） 第一部分 操作规范篇 PART ONE OPERATION STANDARDS 第一章 基本功训练 FIRST CHAPTER BASIC TRAINING 第一节 日常礼节、礼貌及仪态标准 1ST SECTION DAILY ETIQUETTE，MANNERS AND STANDARDS FOR IMPRE SSIVE-LOOKING 第二节 托盘、摆台及餐巾折花 2nd SECTION HOLDING DISHES，MAKING TABLE AND DECORATING TABLE NAPKINS 第三节 斟酒水 3rdSECTION SERVING WINE 第四节 上菜及分菜 4th SECTION SERVING DISHES INCLUDING DISTRIBUTING FOOD 第五节 餐厅日常英语 5th SECTION COMMON ENGLISH USED IN DINING HALL 第六节 其它技能 6th SECTION OTHER TECHNIQUES 第二章 金九鹏餐饮服务规程规范 SECOND CHAPTER STANDARDS AND REGULATIONS OF SERVING FOOD AND BEVERAGE IN JIN JIU PENG 第一节 营业部运作程序 1st SECTION OPERATION PROCEDURE OF BUSINESS DEPARTMENT 一、接听宴会预订电话程序 PROCEDURE OF RECEIVING TELEPHONE BOOKING FOR THE BANQUET HALL 二、接受点菜程序 PROCEDURE OF RECEIVING DISH-ORDER 三、宴会菜单书写程序 PROCEDURE OF WRITING MENU OF BANQUET 四、沽清菜肴处理程序 PROCEDURE OF DEALING WITH TABLE LEFTOVERS 五、食品和酒水的推销程序与标准 STANDARD AND MARKETING PROCEDURE LF FOOD，WINE AND BEVERAGE 六、预定宴会更改程序 PROCEDURE OF CHANGE OF RESERVATION AT BANQUET HALL 七、售后服务程序 PROCEDURE OF SERVICE AFTER SELLING 第二节 楼面部运作程序 2nd SECTION OPERATION PROCEDURE OF HALL DEPARTMENT 一、餐前会工作程序 WORKING PROCEDURE BEFORE STARTING BUSINESS 二、散点服务操作程序 PROCEDURE OF SERVING INDIVIDUAL GUESTS 三、宴会服务操作程序 OPERATION PROCEDURE OF SERVICE AT BANQUET 四、主题宴会设计程序及技巧 DESIGNING PROCEDURE AND TECHNIQUES OF THEME-BANQUET 五、会议服务程序 PROCEDURE OF SERVICE AT CONFERENCE 六、签字仪式服务程序 PROCEDURE OF SERVICE AT SIGNING CEREMONY 七、传菜服务程