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規(guī)章及制度POLICIES & PROCEDURESOBJECTIVES 目的：Make staff get more help and solve the problem in first time .SUBJECT: Report to work P&PREF NO: 001主題：工作匯報(bào)的政策與程序 編號(hào)：001 DISTRIBUTION: CAFé SHOP AND ROOM SERVICE STAFFPAGES: 2PREPARED BY APPROVED BY 準(zhǔn)備人： 批準(zhǔn)：General Manager總經(jīng)理IMPLEMENTATION DATE 執(zhí)行日期：Report to work p&p Report to captainReport to SupervisorReport to managerReport to F&B DIRECTORA、 員工在上班時(shí)間內(nèi)不管有什么問(wèn)題必須逐級(jí)匯報(bào)，先找當(dāng)班的領(lǐng)班或主管匯報(bào)解決，如過(guò)解決不了找副經(jīng)理、經(jīng)理解決。B、 如果上班太忙，當(dāng)時(shí)沒法解決的約好時(shí)間再解決。C、 如果解決不了的將有餐廳經(jīng)理上報(bào)給部門總監(jiān)來(lái)協(xié)助解決。D、 不管什么情況不允許影響工作，首先做工作，然后再解決問(wèn)題。E、 以上規(guī)定是咖啡廳、送餐部員工必須執(zhí)行的。F、 如果沒有按照以上規(guī)定執(zhí)行，此員工將被退回人事部。并給書面警告一張。規(guī)章及制度POLICIES & PROCEDURESOBJECTIVES 目的:EFFECTIVE FOR COMMUNICATION AND SOLVE THE PROBLEM 。PROCEDURE:A、所有領(lǐng)班主管副經(jīng)理每次開會(huì)前必須準(zhǔn)備好要說(shuō)什么。包括營(yíng)業(yè)時(shí)間內(nèi)發(fā)生的問(wèn)題應(yīng)該注意的，需要跟進(jìn)的，需要員工注意的，然后進(jìn)行工作分配。 The captain and the supervisor assistant manager must be prepare what want say. Including what happen in work time 、what we need to follow 、what we need to pay attention、arrange the work to duty staff .B、 會(huì)議時(shí)間根據(jù)工作流程規(guī)定進(jìn)行，所有員工提前三分鐘站好準(zhǔn)備開會(huì)。 （如果有特殊情況可能會(huì)更改更改）Pay attention about time ,the meeting time according to the restaurant work flow (accept have urgency thing )we will change the time .and need all staff standard by in restaurant before 3 minutes.C、 所有上班員工必須參加例會(huì)，不接受任何解釋，缺席一次一張口頭警告。 （除非已經(jīng)安派其他工作）All duty staff must be join in the meeting .don’t have any SUBJECT:PRE-SHIFT MEETING AND MONTHLY MEETING REF NO: 002主題：每日例會(huì)和月會(huì)的準(zhǔn)備 編號(hào)：002 DISTRIBUTION: ALL CAFé SHOP AND ROOM SERVICE STAFFPAGES: 1 PREPARED BY: APPROVED BY準(zhǔn)備人： 批準(zhǔn)：General Manager總經(jīng)理IMPLEMENTATION DATE 執(zhí)行日期：excuse ,lost one time will be got a warning.(accept is arranged work already )D、 每月五號(hào)進(jìn)行一次月會(huì)，每位員工必須參加。 （年假/ 婚假/工傷/ 和公共假期除外）缺席一次一張口頭警告。Monthly meeting ,every month will have a monthly meeting on every month 5th .every one must be join (accept annual leave 、marriage leave 、job injury leave 、public holiday ).lost one time will be got a warning.E、 所有員工必須備一筆記本和筆，記下每次月會(huì)內(nèi)容，每次每人至少提一個(gè)建議以幫助餐廳不斷完善。All staff need prepare one note book and one ball pen for take notes ,and also give some ideas to improve our restaurant to better and better (on monthly meeting ).F、員工生活問(wèn)題如需幫助同時(shí)也可以提出來(lái)，我們盡力幫忙。If have personally thing also can asking. we will help to solve it .(on monthly meeting )G、所有員工必須遵守以上規(guī)章制度 Every meeting need all staff care . H、領(lǐng)位每次負(fù)責(zé)會(huì)議記錄 Hostess will be report the meeting minutes . 規(guī)章及制度POLICIES & PROCEDURESOBJECTIVES 目的:Effective to do work done, staff have a right procedure .PROCEDURE 程序：A、必須提前一周向餐廳主管或經(jīng)理提出書面申請(qǐng)并且要有正當(dāng)理由。 You should to be give the right reason before one weeks to restaurant duty shift leader or restaurant manager . .B、按酒店正規(guī)格式填寫書面申請(qǐng)。You should write formal form for the leave .according hotel standard .C、此假不可代請(qǐng)。The leave write need by yourself nobody can instead . D、如果請(qǐng)假?zèng)]有被批準(zhǔn)將給過(guò)失單一張。 If not allowed to leave will be give one write warning 。E、如果累計(jì)兩次將被開除。If have two times in two months will be discharge .SUBJECT: ASK FOR UNPAID LEAVE REF NO: 003 主題：無(wú)薪事假 編號(hào)： 003 DISTRIBUTION:ALL CAFé SHOP AND ROOM SERVICE STAFFPAGES: 1PREPARED BY: APPROVED BY: 準(zhǔn)備人： 批準(zhǔn)：General Manager總經(jīng)理IMPLEMENTATION DATE 執(zhí)行日期：規(guī)章及制度POLICIES & PROCEDURESOBJECTIVES 目的:Help staff get more help and reasonable arrange the man power. PROCEDURES:A、 If have sick first go to see hotel doctor ,then will get help .如果生病首先看酒店醫(yī)生。B、 If hotel doctor can’t help, they will give a note for hotel rule hospital .如果嚴(yán)重酒店醫(yī)生將要開轉(zhuǎn)診單給員工。C、 If you really need to have rest for your body ,the hospital doctor will give you prove for rest .then you give the prove to self outlet write formal form so can get the holiday . 如果需要休假醫(yī)院將會(huì)開休假證明，員工持醫(yī)院證明填寫正規(guī)假期申請(qǐng)表。不可代簽。D、 Emergency call need hand in the ask leave form at the second day also need hospital case book.如果急診需要在第二天補(bǔ)交醫(yī)院病歷及急診證明。E、 Every one must be observe the rule .if you can’t will get the write warning (first time)the second time will get last warning .the third time will give discharge.每個(gè)人必須遵守，如果不遵守者，第一次書面警告一張，第二次最后警告一張。第三次開除。SUBJECT: Ask for sick leave p&pREF NO: 004 主題：病假的政策與程序 編號(hào)：004 DISTRIBUTION: All cafe shop and room service staff 致：所有咖啡廳及送餐部員工PAGES: 1PREPARED BY: APPROVED BY:準(zhǔn)備人： 批準(zhǔn)：General Manager總經(jīng)理IMPLEMENTATION DATE 執(zhí)行日期：. 規(guī)章及制度POLICIES & PROCEDURESA. The staff injury on duty time called job injury .first handle the hurt by hotel doctor at first time. same time report to outlet manager and department director .在工作時(shí)間內(nèi)因工作受傷屬于工傷，首先請(qǐng)酒店醫(yī)生進(jìn)行治療，同時(shí)報(bào)告餐廳經(jīng)理及部門總監(jiān)。B. According the staff’s injury case will be arrange go to hospital to checked again by the hotel doctor decision.按照工傷情況員工將備送往酒店指定醫(yī)院進(jìn)行治療。C. Writing report to human resources by shift leader.寫書面報(bào)告給酒店人事部。D. All things according to hotel job injury rule to solved it .一切按照酒店工傷制度處理。SUBJECT: Job injury leave REF NO: 005 主題：工傷的政策與程序 編號(hào)： 005 DISTRIBUTION: All cafe shop and room service staff 致：所有咖啡廳及送餐部員工PAGES: 1PREPARED BY: APPROVED BY: 準(zhǔn)備人： 批準(zhǔn)：General Manager總經(jīng)理IMPLEMENTATION DATE 執(zhí)行日期：規(guī)章及制度POLICIES & PROCEDURESOBJECTIVES ：Keep man power for operation effective make the job done. PROCEDURES:A、All duty staff must be standard by at restaurant before ten minutes .also first time sign the name at sign in and sign out book then starting briefing for next shift and summary for last shift. Arrange staff work.所有員工必須提前十分鐘到崗，并在簽到本上簽到，接下來(lái)開例會(huì)，總結(jié)上個(gè)班次不足，并且安排下個(gè)班次的工作。B、Checking staff grooming and hygiene 、checking every staff is taking money or not 、and taking bag or not 、also can’t taking mobile phone on duty .for female must be make up when on duty .and wear hotel uniform in cleaning and tidy .fresh body smell ,wear stocking also .for male the hair must be up collar and can’t cover the ears .wear uniform in cleaning and tidy . in cleaning .fresh body smell also .檢查員工的儀容儀表，是否帶錢上班，是否帶包，并且不允許帶手機(jī)，女員工上班必須劃淡妝，穿酒店制服并且保持干凈整潔，穿肉色襪子，保持體味清新，SUBJECT: Staff on work and off work p&pREF NO: 006主題：?jiǎn)T工在上班與下班的政策與程序 編號(hào)： 006 DISTRIBUTION: All cafe shop and room service staff 致：所有咖啡廳及送餐部員工PAGES: 2PREPARED BY: APPROVED BY 準(zhǔn)備人： 批準(zhǔn)：General Manager總經(jīng)理IMPLEMENTATION DATE 執(zhí)行日期： 男員工頭發(fā)不能過(guò)衣領(lǐng)，不能蓋耳朵，穿酒店制服，保持體味清新。C、 All service must be show theGloria Resort standard ,never to say no to guest .if have special problem shift leader must be help the staff to solve it .所有的服務(wù)必須體現(xiàn)凱萊標(biāo)準(zhǔn)，永遠(yuǎn)不要說(shuō)不，假如有特殊情況馬上報(bào)告領(lǐng)班處理。D、All work distributed to staff must be first do then back to talk if have problem.所有分配的工作必須先服從后討論。E On duty time every staff if need to leave restaurant must be first report to shift leader when get allowed then can leave. But the time no more five minutes .所有的員工上班期間如果需要離開餐廳必須跟當(dāng)班領(lǐng)班或主管打招呼，得到允許后方可離開。時(shí)間不要超過(guò) 5 分鐘。F、On duty time if the shifter leader need to leave restaurant also need first get allowed then can leave .if manager not in so two shifter leader tell each other .(also no more five minutes).所有當(dāng)班的領(lǐng)班或主管如果需要離開餐廳，首先需要得到允許，如果經(jīng)理不在，兩個(gè)領(lǐng)班必須互相打招呼至少留一個(gè)在餐廳。 （同樣不要超過(guò)5 分鐘） 。G、staff meal time according to shift leader arrange .員工用餐的時(shí)間有當(dāng)班的主管領(lǐng)班分配。H、On duty time no allowed crowed together to chatting (that mean is no more two people tighter ).上班時(shí)間決不允許扎堆聊天。I、On duty time rudely treat colleague will give one warning.上班時(shí)間不允許對(duì)同事粗魯，如果發(fā)現(xiàn)給過(guò)失單一張。J、WE will discharge the staff if fighting on duty time . 上班時(shí)間如果打架、 斗毆立即開除此員工。K、First checking the work done or not, then checking how is the work going 首先檢查工作完成了沒有，然后檢查完成的怎么樣了？L、After shift leader checking If the work still have problem so when finish when can is arrange to off to work .如果經(jīng)過(guò)帶班人檢查后還有問(wèn)題，繼續(xù)改進(jìn)，什么時(shí)候做好什么時(shí)候下班。M、Every staff first sign out then can leave restaurant to locker change the uniform .每個(gè)員工先簽出后才可以下班。規(guī)章及制度POLICIES & PROCEDURESOBJECTIVES: Effective for arrange work and work done. PROCEDURE:班時(shí)間并且沒有經(jīng)過(guò)領(lǐng)班主管的安排就離開餐廳的員工稱之為早退。E、If leave in ten minutes will give one oral warning .早退十分鐘給口頭警之內(nèi)的給予口頭警告一張。F、If leave in ten to fifteen will give an oral warning.早退十至十五分鐘給予口頭警告一張。F、 Leave fifteen to thirty minutes will give a writing warning.早十五至三十分鐘A、Late ten minutes give one oral warning.遲到十分鐘之內(nèi)給予口頭警告一張。B、Late more twenty minutes give one oral warning and the day as absencewithout notice.遲到超過(guò)二十分鐘給口頭警告一張，并且作為曠工處理。C、Late by weather 、staff regular bus will according the case.如果是因?yàn)樘鞖饣蚓频臧嘬囃睃c(diǎn)將按實(shí)際情況處理。G、 D、The time not to finish work time leave restaurant we call that is early leave.不SUBJECT: Late and early leave p&pREF NO: 007主題：遲到早退的政策與程序 編號(hào)： 007 DISTRIBUTION: All cafe shop and room service staff 致：所有咖啡廳及送餐部員工PAGES: 1 ENDORSED BY: APPROVED BY:簽署： 批準(zhǔn)：General Manager總經(jīng)理IMPLEMENTATION DATE 執(zhí)行日期：到下書面警告一張。H、If leave more thirty minutes we call that absence to work and also give writing warning.早退超過(guò)三十分鐘的算曠工一天，給書面警告一張。規(guī)章及制度POLICIES & PROCEDURESOBJECTIVES: Effective for arrange work and work done. PROCEDURE:A、 第一次面警告一張。First time no note absence work will give a writing warning .B、 第二次最后警告一張。Second time absence work will give the last warning .C、 第三次開除。Third time absence work will dismiss the staff. D、 不接受任何借口。We not received any excuse. SUBJECT: Absence work without note REF NO: 008主題：曠工的政策與程序 編號(hào)： 008 DISTRIBUTION: All cafe shop and room service staff 致：所有咖啡廳及送餐部員工PAGES: 1Prepared BY: APPROVED BY: 準(zhǔn)備人： 批準(zhǔn)：Director, Finance & Business Support General Manager財(cái)務(wù)總監(jiān) 總經(jīng)理IMPLEMENTATION DATE 執(zhí)行日期： 規(guī)章及制度POLICIES & PROCEDURESOBJECTIVES: Effective control on the flatware and cost . PROCEDURE:A、 Every shift have to inventory the cutlery on the quantity and ensure it is still the same.每個(gè)班次必須盤點(diǎn)餐具并且保證盤點(diǎn)數(shù)與上次相同。B、 The lost quantity will be paid by all duty staff on that particular shift .如果當(dāng)時(shí)盤點(diǎn)數(shù)不對(duì)，有丟失，所有的丟失餐具有此班次的所有員工一起賠償。C、 The shift leader will be in charge that .(lost cutlery)當(dāng)班的領(lǐng)班或主管負(fù)責(zé)寫丟失報(bào)告，并且在三天內(nèi)交齊所丟餐具金額。D、 No more than three breakages, chinaware and glass ware every day .每天的破損不得超過(guò)三件。 （包括瓷器、杯具）E、 All breakage must be keep for record, it can’t throw into rubbish bucket, if found will be fine 50RMB for one time .所有的破損必須保存好，寫破損報(bào)告，如果發(fā)現(xiàn)有人扔去垃圾桶，將要接受 50 元/每次的罰款。F、 Must be report to duty shift leader who break it and break what same time sign name on breakage form破損后必須上報(bào)當(dāng)班的領(lǐng)班主管，誰(shuí)打破什么時(shí)候打破，并且要在破損記錄上簽名。G、The shift leader will write the monthly breakage form and arrange staff hand in breakage chinaware and glassware to stewarding office at ten o’ clock every evening .每天晚上十點(diǎn)將有餐廳領(lǐng)班主管或副經(jīng)理負(fù)責(zé)把所有的破損交去管事部辦公室，并且在餐廳破損記錄上簽名。H、End of the month if the breakage higher than cost controller ,the more part will be pay by all staff .but according to the whole spoilage name list .月底盤點(diǎn)如果餐具破損超過(guò)破損率，超過(guò)部分將根據(jù)破損記錄進(jìn)行賠償。I、All staff must adhere to the above P & P。所有員工必須遵守以上規(guī)章制度。規(guī)章及制度POLICIES & PROCEDURESOBJECTIVES: For kitchen and restaurant, a fund and gratituity collection given by guests for employees and utilize for periodical activity. PROCEDURE:A、 所有的小費(fèi)必須上報(bào)當(dāng)日領(lǐng)班并且在小費(fèi)記錄本上登記。all tips will be report to duty shift leader and register it on tips book .B、 所有小費(fèi)廚房和餐廳進(jìn)行 4/6 分成。all tips will be share with kitchen 4/6(for restaurant 6 for kitchen 4).C、 所有小費(fèi)將用來(lái)獎(jiǎng)勵(lì)優(yōu)秀員工或餐廳聚會(huì)。The tips will be use for award monthly excellent staff and use for special party. SUBJECT: The tips Policy and procedure REF NO: 10 主題：關(guān)于小費(fèi)的政策與程序 編號(hào)： 10 DISTRIBUTION: All cafe shop and room service staff 致：所有咖啡廳及送餐部員工PAGES: 1Prepared BY: APPROVED BY: 準(zhǔn)備人： 批準(zhǔn)：General Manager總經(jīng)理IMPLEMENTATION DATE 執(zhí)行日期： BANQUET BEST PRACTICES IMPLEMENTATION RECORD 咖啡廳最佳操作規(guī)程實(shí)施記錄ITEM JAN FEB MAR APR MAY JUN1 All air-conditioners are switched on only one hour ahead daily operation is beginning 餐廳的空調(diào)系統(tǒng)電源在營(yíng)業(yè)前一小時(shí)才能打開2 All electrical appliances are switched off when not in use 所有電器不用時(shí)需關(guān)掉電腦3 Switch off lights after use 不用時(shí)關(guān)燈4 50%lights on for pre set-up and staff set-up在布展及擺臺(tái)時(shí)把燈光調(diào)至 50%狀態(tài)5 Turn off lights bulbs after daily operation is finished每日營(yíng)業(yè)結(jié)束后關(guān)閉所有照明電源6 Turn off lights of Ballroom and B1 foyer when function finish宴會(huì)結(jié)束后及時(shí)關(guān)閉二樓及 B1 走廊燈7 Turn off elevator when function finish在宴結(jié)束后及時(shí)關(guān)閉扶手電梯8 Reuse of glass covers 重復(fù)利用杯蓋9 Reuse of coasters 重復(fù)利用杯墊10 Reuse of pencil and note pad 重復(fù)利用會(huì)議用紙及鉛筆11 Reuse of matches boxes重復(fù)利用火柴12 Shut off the water tap omnivorously, do not use hot water隨時(shí)手關(guān)閉水龍頭,不必用熱水就不用13 Close all refrigerators door omnivorously, as well all ice machines cover board 隨時(shí)手關(guān)閉冰箱冷柜的門與制冰機(jī)蓋板14 Use reusable paper for all internal purpose內(nèi)部使用可重復(fù)利用的紙張15 Banquet not using bronzed logo head paper for meeting宴會(huì)部不以燙金抬頭紙作為會(huì)議用紙16 As much as possible to use natural lighting resources 盡量使用自然淘汰或其它能源17 Banquet takes back unused bread which been from coffee/tea break, and send back to Pastry for other purpose宴會(huì)部咖啡/茶點(diǎn),多余的面包須送還餅房18 Banquet use artificial flowers to decorate tables instead of fresh flowers 宴會(huì)部擺臺(tái)以人造花替代鮮花19 Warmer/Heating Trollies should be turned off after use 加熱器用后須關(guān)閉Checked and signed by 檢查：Outlet Manager 部門經(jīng)理：Verified and signed by 審核：Director of F&B 餐飲經(jīng)理/總監(jiān)：*Please put a tick if completed 請(qǐng)?jiān)谕瓿傻捻?xiàng)目欄中劃對(duì)號(hào).COFFEE GARDEN BEST PRACTICES IMPLEMENTATION RECORD 咖啡廳最佳操作規(guī)程實(shí)施記錄(7-12 月)ITEM JUL AUG SEP OCT NOV DEC1 Unused butter is returned to the kitchen for cooking 將客人未用過(guò)的黃油送回廚房用于烹調(diào)（咖啡廳）2 Use environmental friendly shopping bags 利用環(huán)保購(gòu)物袋3 Recycle story foam buffet decoration and outside of hotel重復(fù)利用自助餐裝飾泡沫可用于外賣4 Reuse of stirs攪棒的重復(fù)使用5 Reuse of cocktail picks果簽的重復(fù)使用6 Reuse of match boxes火柴盒的重復(fù)使用7 Shut off the water tap omnivorously. Do not use hot water whenever it is unnecessarily隨手關(guān)閉水龍頭,不必用熱水就不用8 Reuse used Infrasys single and duplicable double layer paper rolls to make note pads for staff雙聯(lián)與單聯(lián)打印紙, 制成記錄本供員工使用重復(fù)利用杯蓋9 Close all refrigerators` door omnivorously , as well all ice machines` cover board 隨手關(guān)閉冰箱冷柜的門與制冰機(jī)蓋板10 As much as possible using of napkin instead of paper napkins 盡量使用面巾, 以減少紙巾的使用(咖啡廳)11 Use reusable paper for all internal purpose 內(nèi)部使用可重復(fù)利用的紙張12 Room Service takes back fruits amenities from guest rooms, and must send to kitchens and bars for other purpose if quality is acceptable送餐部從客房收回的水果,如無(wú)裨上的問(wèn)題,必須送給廚房與酒吧用于其它用途13 Superfluous hot coffee/tea can be used for iced tea or coffee 多余的熱咖啡/茶可用于制作凍咖啡/茶14 The lemon used for cold lemon tea can be used for washing dishes凍檸檬茶用過(guò)的檸檬角,可以用于浸泡餐具Checked and signed by 檢查：Outlet Manager 部門經(jīng)理：Verified and signed by 審核：Director of F&B 餐飲經(jīng)理/總監(jiān)：*Please put a tick if completed 請(qǐng)?jiān)谕瓿傻捻?xiàng)目欄中劃對(duì)號(hào).LOBBY LOUNGE BEST PRACTICES TMPTEMENTATION RECORD大堂酒廊最佳操作規(guī)程實(shí)施記錄（1-6 月）ITEM JAN FEB MAR APR MAY JUN1 All air-conditioners are switched on only one hour ahead daily operation is beginning 餐廳的空調(diào)系統(tǒng)電源在營(yíng)業(yè)前一小時(shí)才能打開2 All electrical appliances are switched off when not in use 所有電器不用時(shí)需關(guān)掉電腦3 All chandeliers are turned off during the day 吊燈在白天可以不用4 Switched off lights after use 不用時(shí)關(guān)燈5 Unused individual sachest/container from tables are not thrown but reused after checking 將餐桌上客人未用過(guò)的單包裝的物品重新儲(chǔ)存,檢查后再利用不丟掉6 Turn off all lighting bulbs after daily operation is finished每日營(yíng)業(yè)結(jié)束以后關(guān)閉所有照明電源7 Reuse of glass covers杯蓋的重復(fù)使用8 Unused paper napkins to be collected back for recycling餐巾紙的重復(fù)使用9 Reuse of coasters 杯墊的重復(fù)使用10 Reuse of cocktail picks 攪棒的重復(fù)使用11 Reuse of used match boxes果簽的重復(fù)使用12 Reuse of used match boxes火柴盒的重復(fù)使用13 Shut off the water tap omnivorously, do not use hot water wherever it is unnecessary 隨手關(guān)閉水龍頭,不必用熱水就不用14 Reuse used infrasys single and duplicate double layered paper rolls to make note pads for staff隨手關(guān)閉冰箱冷柜的門與制冰機(jī)蓋板15 Use reusable paper for all internal purpose內(nèi)部使用可重復(fù)利用的紙張16 Superfluous hot coffee/tea can be used for iced 多余的咖啡/茶可用于制作凍咖啡/茶17 Warmers should be turned off after close lobby lounge加熱器在大堂吧關(guān)門后關(guān)閉18 The lemon used for cold lemon tea can be used for dish washing 凍檸檬茶用過(guò)的檸檬角可用于泡餐具Checked and signed by 檢查：Outlet Manager 部門經(jīng)理：Verified and signed by 審核：Director of F&B 餐飲經(jīng)理/總監(jiān)：*Please put a tick if completed 請(qǐng)?jiān)谕瓿傻捻?xiàng)目欄中劃對(duì)號(hào).Hotel Orientation Schedule of August 2003飯店入職培訓(xùn)計(jì)劃AUG260900-0920 Get to Know You 破冰 Training Dept0930-1120 SLIM Introduction 集團(tuán)介紹 Training Dept1130-1140 EXCOM Introduction 管理人員介紹 EXCOM1140-1200 GM Speech 總經(jīng)理發(fā)言 QM1300-1330 Warm up Exercise 暖身活動(dòng) Training Dept1330-1430 Grooming & Hygiene 儀容儀表 Training Dept1430-1545 Product Knowledge-Rooms 房務(wù)部介紹 Room Team1545-1630 Product Knowledge-F&B Service 餐飲部介紹 F&B Team1630-1700 Finance Introduction 財(cái)務(wù)部介紹 FC1700-1730 S&M Introduction 銷售部介紹 DOMAUG27 0900-1010 Customer Delight Program Introduction /Excellent Service in Rasa Ria Resort令客人喜出望外計(jì)劃Training Dept1020-1100 Employee Handbook 員工手冊(cè) HRM1100-1200 HR Philosophy 人力資源部介紹 HRM1300-1330 Warm up Exercise 暖身活動(dòng) Training Dept.1330-1500 Fire & Emergency Procedure 緊急措施 Chief Engineer1500-1530 Hotel Security 飯店保安 Security Manager1540-1620 Telephone Courtesy 電話禮儀 Training Dept.1630-1730 Hotel Tour 飯店介紹 Training Dept.AUG28 0900-0950 Golden Circle Program 金環(huán)計(jì)劃 Christina Lin1000-1050 Strategic Plan 戰(zhàn)略計(jì)劃 Training Dept.1100-1200 Vision & Guiding Principle 遠(yuǎn)景目標(biāo) Training Dept.AUG29 1300-1330 Team Building 團(tuán)隊(duì)合作 Training Dept.1330-1400 Shangri-La Food Safety Management System 香格里拉食品 Hygienist安全管理體系1405-1505 Basic English Training 基礎(chǔ)英 s 文 Training Dept.1510-1630 Product Knowledge Quiz & Feedback 產(chǎn)品知識(shí)測(cè)試 Training Dept.0900-1730 Shangri-La Care I 香格里拉翔 I AngelsSECTION ONE JOB OUTLINEJob Title Service AssociateDepartmentFood and Beverage-ServiceReports Directly To:Food and BeverageJob CodeFBSAJob Grade5Reports Directly To:Service ManagerSupervisesOther Relationships:Kitchen SecurityStewarding FinanceHousekeeping Front OfficeEngineering Human ResourcesJob Summary/Purpose:To upsell and provide food and beverage services in accordance with the policies and guidelines of the hotel. Delights our customers by providing them with the highest possible service excellence.Key Areas:1. Multi Skilling 3. Training2. Customer Relations 4. Environment AwarenessPrepared by: Approved by: Date:Updated by: Approved by: Date:JOB DESCRIPTIONSECTION TWO KEY ARFASJob Title Service AssociateRESPONSIBILITIES ACTIVITIES1. Multi SkillingHostessing:a. Answering of telephone calls according to the minimum standards.b. Takes reservations and coordinates booking.c. Welcoming and greeting guests.d. Thanking guest upon departure .Waitering/waitressing:a. Seating the guests.b. Presenting the menus.c. Taking drink orders.d. Serving beverages.e. Taking food orders.f. Serving plated food.g. Clearing plates and glasses.h. Changing ashtrays.i. Serving dessert.j. Serving after dinner drink, coffee or tea.k. Checking guest satisfaction.l. Presenting bills.Bartendering:a. Prepares bar for opening.b. Check the opening/closing stock level and record inventories for requisitions.c. Report all discrepancies in appropriate.e. Cleans and refill ice bins.f. Ensure bar area is clean and dry at all times.g. Prepares all drinks as per recipes with correct glass wares.h. Closing the bar and completes daily reports.Cashiering:a. Receives float money at the beginning and deposit at the end of duty in accordance with hotel policy.b. Record all food, beverage and miscellaneous sales accurately.c. Ensure all kinds of transactions are verified. and cleared appropriately in Infrasys system.JOB DESCRIPTIONSECTION TWO KEY ARFASJob Title Service AssociateRESPONSIBILITIES ACTIVITIES2. Customer Relations a.Handles all interactions with a smile, 3. Training4. Environment Awarenesscalm and courteous manner.b.Attend to guest’s needs and requirements promptly.c. To check customers satisfaction during meal period.d.Ensure service sequence is accorded to the convenience of the guests.e. To Demonstrate respect, humility, courtesy, and helpfulness through sinceriyt.f. To achieve customer loyalty through delighting the customers by practicing recognition, anticipation, flexible and recovery service.a. To attend all personal development classes assigned or nominated.b. To participate food and beverage menu knowledge session weekly.c. Consistently practice guiding principles achieving customer delight.a.Reduces waste and re-use as much as possible.b.Recycles whenever possible.HOW TO INTRODUCE ITEMS & DISPLAYEach Step must include: Demonstration, Explanation, Questions and asking the Trainee if he/she has any question before they repeat the step by themselves .TASK BREAKDOWNTask: How to introduce salad, dessert and display.Job Title: Waiters/Manager/Assistant/In-charge/HostessSTEPINVOLVEMIENT(Questions relating to the standards-begin with who/what/where and how)STANDARD(Measurable/Observable)1. PREPARATIONWhat should you know about it?What else should you know?What are they?? Names of products ? The pr