国际酒店餐饮部操作基本标准（英文版）.doc

ROSEWOOD MINIMUM OPERATING GUIDELINES FOOD BEVERAGE – Front of the House BREAKFAST, LUNCHEON AND DINNER SERVICE To ensure a quality experience for all guest through providing an environment and ambience in keeping with Rosewood’s tradition of excellence. To provide service at a pace that is tailored to the guest’s individual needs. 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 DRINKS 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) 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 WELCOME Employee is near the door to greet each guest personally Hosts 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) GUEST TABLESIDE GREETING Employee approaches table within one minute with a smile, warm greeting and recognizes guests by name REMOVAL OF EXTRA SETTING All extra settings are removed during first contact