万豪酒店咖啡厅操作流程FnB-TSP-GEN032

万豪酒店咖啡厅操作FnB-TSP-GEN032 F&B Department - TSP 工作程序 Task Standard Procedures DEPARTMENT: F&B General TSP CODE: FnB-TSP-GEN032 任务:如何清除餐桌上的碎屑 TASK: How to crumb a table after a meal? 目标:员工知道如何在撤下主菜后2分钟内清除餐桌上的碎屑。 OBJECTIVE: Staff will know how to crumb a table after a meal within 2 minutes after clearing the main course What’s it in for Staff?对员工的意义 What’s for the Company?对酒店的意 ， A professional service standard to learn 义 学习专业的服务标准 ， Uphold 5-star luxurious image ， You look elegant and professional 树立五星级酒店的高档次 使自己看上去专业而优雅 ， Guest pays for good service too ， May get some/higher tips 客人同时消费的是优质的服务 有利于得到更多的小费 EFFECTIVE DATE: August 15, 2009 REMARKS: , Never forget to praise and to motivate whenever you can. 自我提醒,坚持标准 , _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ , _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ , _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ TRAINING AIDS & EQUIPMENT NEEDED: Side plate and table scrubber 面包盘，扫台器 序步骤 最低标准 注意事项 Task Breakdown Minimum Standard Trainer’s Notes 号 No. 1. 在客人用完主菜后，必须- 面包盘必须干燥、洁净、无裂痕。 把所有餐盘、餐具 - 每次使用前，碎屑清理工具必须闪亮且无污 Check to ensure that all 点。 soiled plates, cutleries and - 清理的顺序为:女士优先，其次是男士，主 salt and pepper have been 。 人最后。 - Side plate must be dry, clean and not chipped - scrubber must be polished and free from stain marks each time before use - Always start with the ladies first, followed by the guests and the host last FnB-TSP-GEN034 Page 1 of 4 F&B Department - TSP 序步骤 最低标准 注意事项 Task Breakdown Minimum Standard Trainer’s Notes 号 No. 2. 从边台取面包盘和碎屑清-展示餐桌清除碎屑前 理用具。 后的差异。 Side station preparation - Show the - Obtain a side plate with difference the scrubber between a table which has been crumbed and one that has not 3. 走向餐桌，用“对不起，保持微笑。 -强调礼貌的重要性。 ? smile 请允许我„„”示意- 微笑服务 Approach the table - Stress importance - Make presence felt by of courtesy and saying,” Excuse me, politeness may I .....?” - Service with a smile FnB-TSP-GEN034 Page 2 of 4 F&B Department - TSP 序步骤 最低标准 注意事项 Task Breakdown Minimum Standard Trainer’s Notes 号 No. 4. 开始清理工作: , 划动不要超过4下 , 从客人的右边入手，用 , 主菜用完后，必须右手注意清除客人面前 撤下盐瓶胡椒瓶。 桌上的碎屑。 , Do not crumb with , 碎屑清理工具成45度 more than 4 strokes. 角，从左到右划动。面, Salt and pepper must 包盘放在桌边，用以接be cleared after main 住掉下的碎屑。注意不course 要让碎屑掉到客人身 上。 , Proceed to do crumbing of the table - Start on the right side of the guest and use your right hand to begin to crumbing the table section by section in front of each individual guests - With a simple stroke, motion from left to right, holding the scrubber - at a 45 degree angle and the side plate positioned at the edge of the table allowing the crumbs to fall onto the side plate, taking care that it doesn’t fall onto the guests FnB-TSP-GEN034 Page 3 of 4 F&B Department - TSP 序步骤 最低标准 注意事项 Task Breakdown Minimum Standard Trainer’s Notes 号 No. 5 离开餐桌: 不要再次使用盛有碎屑 , 清理完碎屑后，向客人的面包盘。当为另一张 致谢。 餐桌清除碎屑时，要用 , 把盛有碎屑的面包盘和一个新的面包盘。 Do not re-use the side 脏餐具放在一起。 plate with the crumbs. Walk away from the table Use a fresh new one - Thank the guest when each time when the task is completed crumbling a new table Place side plate with crumbs together with soiled plates DO’S DON’TS ， Make your presence felt first ， Do not use left hand approach from guest’s right! 让客人知道你随时为他们服务 不要用左手从客人的右侧服务 ， Do use clean crumb and plate to do the job ， Do not forget to give a ? smile 用碎屑清理工具进行清理 不要忘记保持微笑 Michael Gong Ilja Poepper Prepared By : Approved By : Executive Assistant Manager- General Manager F&B Iija Poepper Reviewed By : Date: : General Manager FnB-TSP-GEN034 Page 4 of 4