餐饮SOP服务篇

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1、Standard Operation Procedure Manual For GE SiteSOP- ServiceAuthored by: Ruby HuangDate: 2009.6.1Reviewed by: Elaine Chen#: 1SOP-服务篇STANDARD OPERATIONS PROCEDURES TABLE OF CONTENTSSERVICE PROCEDURES1. ADEN CATERING SERVICES TO GE通用现场不同类型的配餐服32. CONCEPT OF OPERATION营运模式43. SERVICE AREA OPENING PROCEDU

2、RES FOR STAFF & SUPERVISOR员工及主管 服务区开始程序174. STANDARD SERVICE FOR WESTERN MENU西餐服务标准205. RECHARGING INSTRUCTION OF DINING CARDGE员工用餐卡充值指导226. CUSTOMER SATISFACTION SURVEY PROCEDURE满意度调查程序237. HANDLING CUSTOMER COMPLAINTS投诉处理 7.1 CUSTOMER COMPLAINT AND COMPLAINT HANDLEING PROCEDURE客户投诉及投诉处理流程247.2 HAN

3、DLING CUSTOMER COMPLAINTS PROCEDURES常规处理客户投诉方法277.3 HANDLING OBJECTIONS IN SERVICE服务中的客户异议处理29ADEN CATERING SERVICES TO GE通用现场不同类型的配餐服务SERVICESCOPE OF SERVICETIMINGSESTIMATED NUMBER OF CUSTOMERSBREAKFAST SERVICENOODLES / CONGEE稀饭/面条WESTERN SET MENU西式早餐BEVERAGE饮料7:00 to 9:30 AM7:00 to 9:30 AM7:00 to

4、9:30 AMLUNCHNOODLES / CONGEE稀饭/面条WESTERN SET MENU西式餐CHINESE SET MENU中式餐PIZZA & PASTA MENU批萨意面CHINESE ALA CARTE MENU中式ALA CARTE菜单FRUIT, YOGURT & DESSERT MENU水果，酸奶及甜点BEVERAGE饮料11:00 to 13:30PM11:00 to 13:30PM11:00 to 13:30PM11:00 to 13:30PM11:00 to 14:00PM11:00 to 14:00PM11:00 to 14:00PMDINNERNOODLES

5、/ CONGEE面条、水饺CHINESE ALA CARTE MENU零点FRUIT, YOGURT 水果、酸奶BEVERAGE STATION饮料17:00to19:00 PM17:00 to 19:30PM17:00 to 19:30PM17:00 to 19:30PM(* UPDATED AS NEEDED BY THE SITE MANAGEMENT TEAM)CONCEPT OF OPERATION营运模式SERVICE STATIONS服务区域FIRST LEVEL第一层STATION NAME服务线名称NOODLES / CONGEE STATION面条/稀饭供应台TIMINGS

6、时间BREAKFAST早餐7:00 to 9:30 AMLUNCH 午餐 11:00 to 13:30 PM DINNER晚餐17:00to19:30 PMDRAWING绘图LIST of EQUIPMENT设备清单CODE编号EQUIPMENT设备SPECS规格QTY数量2.01Counter Noodle台面No specified specs12.02Glass Shelf Sneeze Guard玻璃口水罩1500x450x520mm HCustom Made (w/Heat Lamps 2.09)32.04Drop-in Hot Food Unit, 4 wells嵌入式四格保温槽L

7、ocal made with water refiller12.05Heated Display Shelf嵌入式保温展示架GRSBF-48-SHATCO Brand22.06Reach-In-Refrigerator 2 section双门冰箱1220x750x1945mmLocal made self contained22.07Exhaust Ventilator不锈钢脱排油网烟罩3800x1300x600mmCustom made - local12.08Wall Shelf, 1 tier单层靠墙货架1600x350 custom made local12.09Heat Lamp电热

8、食物保温灯GRAH-48 HATCO32.10Wall Flashing不锈钢封墙板3800x1200mm custom made local12.11Spaghetti cooker, electric煮面机OMFE4090OZTI12.12Induction Wok w/ counter 6 rings不锈钢桌2200x750x800 custom made local12.13Back counter w/ sink后备操作台2200x750x800 custom made local12.14U/C refrigerator, 1 sect, 冰箱Local made self con

9、tained12.17Handsink with Soap & Towel Dispenser洗手槽配洗手液，擦手纸450x380x670mm custom made3MENU ASSIGNMENT菜单组成ALA CARTE MENU BREAKFAST, LUNCH & DINNER菜单-早餐，午餐和晚餐 All Oriental Noodles中式面条 All Congee Variants所有类型的粥SERVICE STYLE 服务方式 Counter Type Service Ala Carte点单 Scoop-As-Order 排队自选SERVICE WARE REQUIREMENT

10、S TO BE PROVIDED BY ADEN提供餐具l Noodle Bowls面碗l Plate Liners 10-12” diameters十寸餐盘l Chopsticks筷子l Chinese Soup Spoons中式汤勺l Service Trays餐盘EHS REQUIREMENTSEHS建议l Fire Extinguishers灭火器l Trash Bins with Covers带盖垃圾桶l PPE and Standard Hygiene Uniforms for all staff向员工提供PPE及符合卫生规范的制服STATION NAME服务线名称WESTERN

11、SET MENU STATION西餐档口HOURS OF SERVICE OPERATIONS服务时间BREAKFAST7：00 to 9:30AM早餐 7：00 to 9:30AMLUNCH11:00 to 13:30PM 午餐 11:00 to 13:30PMDINNER NOT PROVIDE不提供晚餐DRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY GEGE提供的设备名单CODE编号EQUIPMENT设备SPECS规格QTY数量3.01Counter Western Grill西餐台面No specified specs13.02Glass She

12、lf Sneeze Guard玻璃口水罩1400x450x520mm HCustom Made (w/Heat Lamps 2.09)13.03Mobile Plate Dispenser食物加热板GRSBF-48-SHATCO Brand(unheated)23.04Heated Display Shelf加热展示架HATCO23.05Reach-In Freezer, 1 sect单层冰箱630x750x1945mm self contained13.07Back Counter w/ Sink不锈钢单星盆工作台2000x750x800 custom made13.09Charbroile

13、r (Electric)扒炉OGP8075NCounter unit13.10Salamander Broiler (Electric)烤面包机OS200 OZTI Wall mounted13.11Griddle (Electric)煎板炉OGP8075OZTI COUNTER UNIT13.11Low Boy Refrigerator w/drawer三抽屉式冰箱1800x750x500mm local made13.02Heat Lamp电热食物保温灯GRAH 48HATCO13.15Fryer (Electric)炸炉OFE-101 Henny Penny23.17Wall Shelf

14、, 1 tier单层靠墙货架2000x350mm Custom made13.18Wall Flashing不锈钢封墙板3800x1200mmCustom made1MENU ASSIGNMENT 菜单组成ALA CARTE MENU BREAKFAST, LUNCH Western Breakfast Set Menu Western Lunch 点菜式-早餐、午餐* 西式早餐定食* 西式午餐定食SERVICE STYLE / CONCEPT服务模式 Counter Type Service Ala Carte 点单模式 Made-to-Order Breakfast 早餐自选点单 Scoo

15、p-As-Ordered Lunch 午餐定食和点单SERVICE WARE REQUIREMENTS TO BE PROVIDED BY ADEN餐具提供l Lunch Set Menu Plates 10-12”10-12寸小盘l Lunch Side Salad Dish Plate 4-6”4-6寸色拉盘l Lunch Soup Bowl 3-4 oz. capacity3-4盎司汤碗l Spoon, Fork, Knife勺、叉、刀l Service Trays餐盘EHS REQUIREMENTSEHS要求l Fire Extinguishers灭火器l Trash Bins wit

16、h Covers带盖垃圾桶l PPE and Standard Hygiene Uniforms for all staff员工穿着PPE和符合卫生要求的制服STATION NAME服务线名称CHINESE SET MENU A STATION中式套餐A HOURS OF SERVICE OPERATIONS服务时间LUNCH午餐11:00 to 13:30PM DRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY GE设备名单CODE编号EQUIPMENT设备SPECS型号QTY数量4.01Counter Western GrillNo specified

17、specs14.02Glass Shelf Sneeze Guard玻璃口水罩1400x450x520mm HCustom Made(w/Heat Lamps 2.09)14.03Mobile Plate Dispenser活动式双头碟机OTDN1050 OZTI BRAND(unheated)14.04Drop-in hot food unit,4-well嵌入式四格保温槽HATCO14.05Reach-In Freezer, 1 sect冰箱630x750x1945mm self contained14.06U/C refrigerator,2-sect台下型双门平台冰箱GRFHS-PT2

18、6HATCO14.07Back Counter w/ Sink不锈钢单星盆工作台2000x750x800 custom made14.09Char broiler (Electric)电子烤炉OGP8075NCounter unit14.10Hand sink挂墙式不锈钢单星洗手消毒盆台OS200 OZTIWall mounted14.11Griddle (Electric)电子煎饼锅OGP8075OZTI COUNTER UNIT14.13Exhaust Ventilator不锈钢脱排油网烟罩GRAH 48HATCO14.15Heat Lamp电热食物保温灯OFE-101Henny Penn

19、y24.17Wall Shelf, 1 tier挂墙式单层货架2000x350mmCustom made14.18Wall Flashing不锈钢墙封板3800x1200mmCustom made1MENU ASSIGNMENT菜单组成 Chinese set menu A中式A套餐Chinese Dimsum & * Chinese set menuSERVICE STYLE / CONCEPT服务模式 Scoop-As-Order定量定食SERVICE WARE REQUIREMENTS TO BE PROVIDED BY ADEN餐具提供l Service Trays餐盘l Plate

20、Liners 10-12” diameters十寸餐盘l Chopsticks筷子l Chinese Soup Spoons中式汤勺EHS REQUIREMENTSEHS要求l Fire Extinguishers灭火器l Trash Bins with Covers带盖垃圾桶l PPE and Standard Hygiene Uniforms for all staff员工穿着PPE和符合卫生要求的制服STATION NAME服务线名称CHINESE SET MENU B STATION中式B套餐HOURS OF SERVICE OPERATIONS服务时间LUNCH午餐11:00 to

21、13:00PMDRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY GE设备名单CODE编号EQUIPMENT设备SPECS型号QTY数量6.01Counter台面No specified specs16.02Glass Shelf Sneeze Guard口水罩1400x450x520mm HCustom Made(w/Heat Lamps 2.09)16.03Mobile Plate Dispenser可移动分盘器OTDN1050 OZTI BRAND(unheated)16.04Heated Display Shelf嵌入式食物保温板HATCO16.05

22、Reach-In Freezer, 1 sect冰箱630x750x1945mm self contained16.06Food Warmer Counter Top, Electric电子食品加热台GRFHS-PT26HATCO16.07Stainless steel table不锈钢工作台2000x750x800 custom made16.09Charbroiler (Electric)烤肉机OGP8075NCounter unit16.10Salamander Broiler (Electric)电子烤炉OS200 OZTIWall mounted16.11Griddle (Elect

23、ric)电饼档OGP8075OZTI COUNTER UNIT16.12Low Boy Refrigerator w/ drawers冰箱1800x750x500mm local made16.13Heat Lamp电热食物保温灯GRAH 48HATCO16.15Fryer (Electric)电炸炉OFE-101Henny Penny26.17Wall Shelf, 1 tier挂墙式单层货架2000x350mmCustom made16.18Wall Flashing不锈钢墙封板3800x1200mmCustom made1MENU ASSIGNMENT菜单组成CHINESE SET ME

24、NU LUNCH 中式套餐SERVICE STYLE / CONCEPT服务模式 Counter Type Service Set Menu 自选定食 Scoop-As-Order定量供应SERVICE WARE REQUIREMENTS TO BE PROVIDED BY ADEN餐具提供l Service Trays餐盘l Dish Plates小餐盘l Soup and Rice Bowls小碗l Chopsticks筷子l Chinese Soup Spoons勺子EHS REQUIREMENTSEHS 要求l Fire Extinguishers灭火器l Trash Bins wit

25、h Covers带盖垃圾桶l PPE and Standard Hygiene Uniforms for all staff员工穿着PPE和符合卫生要求的制服STATION NAME服务线名称CHINESE ALA CARTE MENU STATION零点服务区HOURS OF SERVICE OPERATIONS服务时间LUNCH午餐11:00 to 14:00PMDINNER晚餐17:00 to 19:30PMDRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY GE设备清单9.01COUNTER (SUSHI) (餐台)19.02DROP-IN REFR

26、IG. MERCHANDISER (嵌入式玻璃冷藏展示柜)1500*600*620Hmm49.04TRASH CONTAINER (垃圾箱)29.06GLASS SHELF SNEEZE GUARD (玻璃口水罩)1500*450*520mm H29.10PLATE DISPENSER, MOBILE (活动式双头碟机)29.11U/C REFRIGERATOR, 2-SECT. U/C(台下型双门冰箱)1200*750*800mm H29.12U/C HOT HOLDING CABT, MOBILE U/C(活动式台下型保温热柜)39.13DROP-IN HOT FOOD UNIT, 3-W

27、ELL (嵌入式三格保温槽)39.14HEAT LAMP (电热食物保温灯)3MENU 菜单组成CHINESE ALA CARTE MENU LUNCH & DINNER 中餐零点午餐和晚餐SERVICE STYLE / CONCEPT服务模式 Counter Type Service Ala Carte Menu零点 Scoop-As-Order定量供应SERVICE WARE REQUIREMENTS 餐具提供l Dish plates小餐盘l Soup & rice bowls 小碗l Chopsticks筷子l Soup Spoon汤勺EHS REQUIREMENTSEHS 要求l F

28、ire Extinguishers灭火器l Trash Bins with Covers带盖垃圾桶l Standard Hygiene Uniforms for all staff员工穿着符合卫生要求的制服STATION NAME区域名称PIZZA & PASTA MENU STATION批萨&意面档口HOURS OF SERVICE OPERATIONS服务时间LUNCH午餐11:00 to 13:30PM DRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY GE设备清单8.01COUNTER (DELI) (餐台)1set8.02UV CONTROL P

29、ANEL (紫外控制板)1set8.03GLASS SHELF SNEEZE GUARD (玻璃口水罩)1set8.04HEATED DISPLAY SHELF (嵌入式食物保温板)2set8.05DELI CASE W/ POLY BOARD (熟食箱带塑料板)1set8.06DROP-IN COLD FOOD UNIT, 4-WELL (嵌入式食物保冷槽)1set8.07HAND SINK (挂墙式不锈钢单星洗手消毒盆台)1set8.08OVEN TABLE, MOBILE (活动式支架)1set8.09BACKCOUNTER W/ SINK (不锈钢单星盆工作台)1set8.10 HEA

30、T LAMP(电热食物保温灯)2set8.11BACKCOUNTER W/ SINK(不锈钢单星盆工作台)1set8.12SANDWICH GRILL (三明治烤炉)1set8.13TRASH CONTAINER (垃圾箱)2set8.14CONVEYOR OVEN (SINGLE DECK) (履带式行炉)1set8.15REFRIG. SANDWICH PREP TABLE(三明治冷藏工作冰箱)1set8.16EXHAUST VENTILATOR (不锈钢脱排油网烟罩)1set8.17FIRE EXTINGUISHING SYSTEM (烟罩灭火系统)1set8.18WALL FLASHI

31、NG (不锈钢封墙板)1set8.19WALL SHELF, 1-TIER (不锈钢挂墙单层板)1set8.20 GLASS SHELF SNEEZE GUARD (玻璃口水罩)2set8.21COUNTER (PIZZA) (餐台)1set8.22ROLL-IN RACK(活动高身盆架车)1set8.23WALL SHELF, 1-TIER (不锈钢挂墙单层板)1set8.24PLATE DISPENSER, MOBILE (活动式双头碟机)1setMENU ASSIGNMENT菜单组成PIZZA & PASTA MENU UDON 批萨、意面、乌冬面SERVICE STYLE / CONC

32、EPT服务模式 Counter Type Service Ala Carte Menu自选式 Scoop-As-Order定量供应SERVICE WARE REQUIREMENTS TO BE PROVIDED BY ADEN 餐具供应l Dinner Plates西式餐盘l Pasta Bowl 意面餐盘l Spoon, Fork & Knives勺、叉、刀l Noodle Bowl面碗EHS REQUIREMENTSEHS 要求l Fire Extinguishers灭火器l Trash Bins with Covers带盖垃圾桶l PPE and Standard Hygiene Uni

33、forms for all staff员工穿着PPE和符合卫生要求的制服STATION NAME区域名称FRUIT, YOGURT & DESSERT MENU STATION水果、酸奶、甜点区HOURS OF SERVICE OPERATIONS服务时间LUNCH午餐11:00 to 14:00PM DINNER晚餐17:00 to 19:30PMDRAWING图纸LISTED EQUIPMENT TO BE PROVIDED BY GE设备清单9.03COUNTER (DESSERT) (餐台)1set9.06GLASS SHELF SNEEZE GUARD (玻璃口水罩)6set9.07

34、DROP-IN COLD FOOD UNIT, 4-WELL (嵌入式四格保冷槽)2set9.08BUILT-IN-WARMER (嵌入式暖保温炉) W/INSERT & COVER6set9.11U/C REFRIGERATOR, 2-SECT. U/C(台下型双门冰箱)2set9.13DROP-IN HOT FOOD UNIT, 3-WELL (嵌入式三格保温槽)2set9.14HEAT LAMP (电热食物保温灯)2setMENU ASSIGNMENT菜单组成Fruit yoghurt Beverage FOR SET MENU 水果、酸奶、饮料DESSERTS甜点SERVICE STY

35、LE / CONCEPT服务模式 Self Serve自助SERVICE WARE REQUIREMENTS TO BE PROVIDED BY ADEN餐具提供l Dessert Bowls甜点碗l Dessert Fork / Spoon甜点叉、勺EHS REQUIREMENTSEHS 要求l Fire Extinguishers灭火器l Trash Bins with Covers带盖垃圾桶l PPE and Standard Hygiene Uniforms for all staff员工穿着PPE和符合卫生要求的制服STATION NAME区域名称BEVERAGE STATIONS饮

36、料区HOURS OF SERVICE OPERATIONS服务时间BREAKFAST早餐7:00 to 9:30AMLUNCH午餐11:00 to 14:00PM DINNER晚餐17:00 to 19:30PMDRAWING图纸LEFT BEVERAGE STATIONSRIGT BEVERAGE STATIONSLISTED EQUIPMENT TO BE PROVIDED BY GE设备清单7.01COUNTER (BEVERAGE) (餐台)1set7.02 ICE MAKER (FOR BEV. DISPENSER) (制冰机饮料机用)1set7.03TRASH CONTAINER

37、(垃圾箱)2set7.04CONDIMENT DISPENSER (调味架)5set7.05DROP-IN GLASS RACK DISPENSER(杯筐架)5set7.06AUTO AIRPORT BREWER WITH AIRPORT (制咖啡机)2set7.07HOT WATER DISPENSER( 热水机)2set7.08COUNTER (BEVERAGE) (餐台)1set7.09ICE/ BEVERAGE DISPENSER (冰/饮料器)1set7.09A ICE MAKER (FOR BEV. DISPENSER) (制冰机饮料机用)1set7.10 WATER FILTER

38、 ASSEMBLY (水过滤装置)1set7.11WATER FILTER ASSEMBLY (水过滤装置)1set7.12BACKCOUNTER W/ SINK (不锈钢单星盆工作台)1set7.13WALL SHELF, 1-TIER (不锈钢挂墙单层板)1set7.142-FULL GLASS DOOR CHILLER (风冷型高深玻璃门冰箱)3setMENU ASSIGNMENT菜单组成Hot and Cold Beverage items. 冷热饮料SERVICE STYLE / CONCEPT服务模式 Self Serve自助SERVICE WARE REQUIREMENTS TO

39、 BE PROVIDED BY ADEN餐具提供Beverage Glass饮料杯Coffee Cups咖啡杯EHS REQUIREMENTSEHS 要求l Fire Extinguishers灭火器l Trash Bins with Covers带盖垃圾桶l Standard Hygiene Uniforms for all staff员工穿着符合卫生要求的制服SERVICE AREA OPENING PROCEDURES FOR STAFF & SUPERVISOR员工及主管 服务区开始程序SOP Title:Service Area Opening Procedures for Staf

40、f & Supervisors员工及主管 服务区开始程序DOC. #of PagesWho is Responsible for this procedure: Executive Chef , Head Chef, Helpers (Ayi)责任人： 行政主厨，厨师长， 帮厨 Step #Procedure程序Who1Be in COMPLETE & CLEAN UNIFORM before reporting to assigned Work Stations到岗时要穿着干净整齐的工作服Executive Chef & Head Chefs主厨及厨师长Cooks厨师Helpers (Ayi

41、)帮厨Remarks:UNIFORM STANDARDS制服标准1. Executive Chef & Head Chef cooks uniform with RED Scarf.行政主厨及厨师长： 厨师服及红围巾2. Cooks cooks uniform with BLUE Scarf.厨师：厨师服及蓝色围巾3. Helpers (Ayi) Blue / Red / Gray stripes帮厨：蓝色/红色/灰色的条纹衫NOTE:注意1. All T-Shirts should be tucked-in to your pants.所有T恤要扎进裤子里面2. No Rubber Shoe

42、s.不穿橡胶鞋3. All should use Hairnets before their Head Cap when working inside production area.在工作区必须在帽子里面戴上发罩。4. All uniforms should be Washed Daily twice a week.所有制服要求每周换洗两次。3Check Cleanliness and Condition of Equipments and Station检查卫生状况及设备岗位情况Remarks:备注Note:1. Check Cleanliness.检查卫生状况2. Check Tempe

43、rature Settings检查温度设定3. Check Condition and Completeness of equipments. 检查设备的状况及完整性4Check Cleanliness, Condition and Set-Up of all Smallwares needed for the station.检查该区域的卫生状况，及餐具的摆放。NOODLE BOWLS面碗CHOPSTICKS筷子SIDE DISH PLATE餐盘Remarks:Note:1. Check Cleanliness.检查卫生状况2. Check Condition.检查情况3. Check Co

44、mpleteness.检查完整性5Check Stocks and Production Preparation Plan for the Day检查存货，及当日货品准备计划Remarks:Note:1. Check for Freshness and Use-Thru Dates.检查货品新鲜程度，及保质日期。2. Check for Completeness.检查完整性3. Check Forecast Production for the day. 核实当日预测产量6Check Completeness and readiness of all Hygiene Assurance Too

45、ls & Equipments检查卫生工具的准备情况及完整性Hairnets头罩Plastic Gloves橡胶手套Face Mask口罩Apron围裙Remarks:备注Note:1. Check for Availability and completeness检查完整性及货品充足性7Attend Staff Briefing完工简会Remarks:备注Note:Staff Briefing / Pre-Shift Meeting should not be more than 30 minutes everyday per shift.员工简会/班前简会一般不超过每天30分钟。1. Di

46、scuss Production Strategy.讨论生产策略2. Discuss Any Volume Production Commitments讨论定货量的生产3. Discuss Standard Procedures讨论标准操作程序4. Discuss Hygiene Standards and Procedures讨论卫生标准及程序5. Discuss Service Strategy.讨论服务策略6. Discuss Any VIP / Reservations Commitments讨论VIP房定餐7. Discuss Standard Procedures讨论标准操作程序S

47、tandard Service for Western Menu标准西餐服务程序B标准清洁桌面的操作流程中西的文化差异，针对周末西餐厅宴会服务技能。The following is the procedure about how to provide standard services to guest, because of the culture difference between the Chinese and Western.(一）西餐厨师，对于周末套餐的概念，提供不同的，美味的西式食品。Western chef should provide different and delici

48、ous food for the weekend set course.1 西餐厨师，根据现有的食品原材料，提交一个套餐的菜单。Western chef should provide a set course menu according to the food materials available in the kitchen.2 营地经理确定后，确定就餐人数。Camp manager should know the number of people and then confirm.3 通知服务员摆台， 并根据菜单的需要，铺不同的餐具，以及台面装饰。Notice the waitress

49、 to prepare for it, place different tableware and make decorations according to the menu.4 提供不同的酒水服务。Provide different kinds of wines and beverage.5 服务员准备套餐的所用的装饰盘，杯具等。Waitress should prepare dish plates and glasses.6 与面点师确定面包，甜点。Confirm with pastry chef what bread and dessert (dim sum) to be served

50、. .(二) Standard Procedure for western service服务员的标准服务程序在服务西餐的前提是，需要知道西餐的菜肴次序We should know the sequence for western dish before western service.开胃菜色拉汤主食甜点。AppetizerSaladSoupMain CourseDim sum提前半小时准备好酒水，以及面包等。Wine, beverage and bread should be in place half an hour beforehand.具体操作如下：1. Bread and butt

51、er ready before guests arrived.当客人到来之前准备好面包和黄油.2. Seat the guest and unfold the napkin请客人坐下后为客人展开餐巾纸.3. Serve mineral water in the water glass-water glass jug为客人玻璃杯斟上矿泉水.4. Serve white wine in the white glass在白酒杯里斟上白酒.5. Serve appetizer上开味菜.6. Clear-up appetizer with dessert fork and knife收拾开味菜同时配上餐

52、后甜点和刀叉.7. Re-check table set-up and cutlery再次核对摆台以及餐具是否够数.8. Bring more bread如有需要多放些面包.9. Refill the water and wine加水和酒10. Serve the soup上开胃汤11. Serve the bread (ask the guest need any more)上面包(问客人是否需要)12. Clear-up the soup bowl收拾汤碗13. Serve red wine in the red wine glass为客人斟红酒14. Clear-up only the

53、empty white wine glass (ask the guest first)在征得客人同意后,收拾空的酒杯Excuse me, sir/Madame. May I clear up your white wine glasses? 打扰一下,先生/女士.请问我现在能帮你收拾下酒杯吗?15. Serve the main course上主菜16. Refill the water and wine重新加水和酒17. Clear-up main course with dinner fork & knife. 撤掉主菜盘子以及餐具和刀具.18. Clear-up B&B plate a

54、nd knife, butter. Bread basket, salt and pepper with the tray用托盘撤掉面包盘以及刀具黄油,面包篮,和胡椒.19. Crumb the table, adjust the dessert cutlery整理餐桌20. Serve dessert上甜点.21. Clear-up the dessert with cutlery用餐具撤掉甜点22. Serve sugar and milk (1/3pax)上甜牛奶23. Serve coffee and tea ( Espresso and tea cup on a tray pass

55、around)上咖啡和茶24. Stand, pull the chair, say thank you, have nice day with a warn smile当客人离开时,为客人挪椅子,微笑着说 谢谢, 祝您今天愉快.25. Welcome send off礼貌送客.RECHARGING INSTRUCTION OF DINING CARDGE员工用餐卡充值指导 GE员工用餐卡充值指导：地址：餐厅充值中心位于餐厅内，入口左侧即是。充值服务时间：7:30m7:30Pm，在这期间一直有人值班员工卡充值：1、 GE补助：补助由GE统一发放，每月月底发放下月补助，员工可在餐厅查询，如果有漏

56、发或少发现象，可通过查询结果去找GE财务部补发。注：补助金不可取现或退还，离职前未用完的作注销处理。2、 员工自助充值：员工自助充值要到餐厅充值处充值，充值时段为7:30m7:30Pm，充值完成领取发票， 自助充值部分的金额可以随时取现或退还。注：因为在充值时已给出了全额的发票，如果员工因离职等原因要求退还自助充值的金额时，会从中扣除部分的税金部门卡充值：部门卡申办流程：填写部门卡申请表-找相应部门负责人签字-到餐厅卡务处办理部门卡部门卡在申领时需交纳压金40元, 充值时不需交纳现金, 只需到充值处报出充值金额即可完成充值, 充值后即可消费,但只能消费卡内的最大余额, 消费完后要再去充值才可使用. 每月GE成本中心( cost center ) 会与餐厅进行帐目对接,根据当月总消费金额补还。CUSTOMER SATISFACTION SURVEY PROCEDURE满意度调查程序 1常规客户满意度调查方式是在餐厅出入口处设置意见箱，并放有客户满意度调查表，客户如果对餐厅各项服务不满意或是有意见，可以自行填写，投入箱内，服务主管会每日开箱收集并存档。根据客户意见，在周会上进行讨论整改。2大型的客户满意度调查为每