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1、（售后服务）国际酒吧服务流程LACIGALEHOTELFOOD&BEVERAGE:RESTAURANTSERVICEPOLICIESANDSTANDARDOPERATINGPROCEDURESCONTENTSIntroductiontourismandyouHotelOverviewDepartmentalOverviewandContributionDepartmentalReportingStructureStaffAttitudeHoursofWorkStandardOperatingProceduresFOOD&BEVERAGE:SERVICEF&BS001BAROPENINGDUTI
2、ESF&BS002BEVERAGESERVICEOROCEDURESF&BS003BEVERAGESERVINGSTANDSF&BS004BARCLEANLINESSF&BS005THEBASICBARLAYOUTF&BS006COCKTAILMAKINGF&BS007BARCLOSINGDUTIESF&BS008SEQUENCEOFSERVICEF&BS009GREETINGANDSETINGF&BS010MENUPRESENTATIONF&BS011TAKINGFOOD&BEVERAGEORDERF&BS012SERVICEOFBEVERAGEF&BS013SERVICEOFWINEF&B
3、S014SERVICEOFCHAMPAGNEF&BS015TEA/COFFEESERVICEF&BS016CIGAROFFERINGF&BS017CLEARANCEMETHODSF&BS018CLEARANCEOFASHTRAYSF&BS019GLASSWAREPOLISHINGF&BS020PLACINGANDCONDUCTINGREQUISITIONF&BS021PRODUCTEXPIRYDATESF&BS022PERSONALHYGIENEANDUNIFORMF&BS023MONTHLYTRAININGF&BS024HANDLINGGUESTCHECKSF&BS025HANDLINGCO
4、MPLAINTSF&BS026SPILLAGESF&BS027LOSTPROPERTYF&BS028ILLNESSF&BS029ALCOHOLOVERCONSUMPTIONF&BS030RECORDSF&BS031LOSTCHILDRENF&BS032CUSTOMERSWITHCOMMUICCATIONDIFFICULTIESF&BS033SPECIALNEEDSF&BS034TROLLEYSF&BS035BILLF&BS036AFTERWORKEF&BS037PREVENTINGFIRESF&BS038SAFECHEMICALHANDLINGF&BS039READINGTHEMSDSF&BS
5、040SANITATIONF&BS041PREVENTINGFALLSF&BS042PREVENTINGBURNSF&BS043LIFTANDMOVINGCARTPROPERLYF&BS044PREVENTINGCUTSF&BS045PREVENTINGELECTRICSHOCKF&BS046THEGUESTF&BS047PERSONALAPPEARANCEF&BS048UNIFORMF&BS049SUGGESTIVESELLINGF&BS050THEGREETINGF&BS051TAKINGTHEORDERINBARF&BS052REGISTEROPERATIONSF&BS053BARSTA
6、TIONSETUPF&BS054BACKSTATIONSETUPF&BS055ORDERINGPROCEDURESF&BS056SERVINGORDERF&BS057BASICKFIRSTAIDEMERGENCISF&BS058PRINCIPLEOFCLEANINGF&BS059PESTCONTROLF&BS060MIS-IN-PLACEF&BS061FEATURESOFATRAYF&BS062WINEDECANTINGF&BS063BREAKTIMEF&BS064OUTSIDEFOODANDBEVERAGEF&BS065CURRENCYPOLICYF&BS066PETPOLICYANDBAB
7、YSITTERF&BS067MUSIC,LIGHT,CHANNELTOURISMANDYOU(UNDERSTANDINGTHEINDUSTRY)WHATISTOURISMABOUT?Tourismisaboutpeoplewhotravelawayfromtheirfamiliarhomeenvironment.Oftentheytravelonholiday;ortheymaybetravelingonbusinesstrips;theymaybetravelingtovisitfriendsandrelatives;theymaybegoingtopilgrimage;theymaybet
8、ravelingtoaconferenceorevenasportingliketheWorldCupCricketseriesortheOlympicGames(eitherasspectatorsorparticipants).Sometimestheytraveltoanothercountry,butnotalways.Thekeypointshereare: Tourismcantravelforalotofdifferentreasons TouristsdonotalwayscomefromanothercountryWhentravelersstaywithintheirown
9、countrytheyarecalledDomestictourists,butwhentheytraveltoanothercountrytheyareinternationaltourists.InternationaltouristsarrivinginanothercountryarereferredtoasInboundwhiledepartingnationalsettingoffforanothercountryOutboundtourists.Touristscanbedescribedbytheirreasonfortraveling.Thetermholidaymakera
10、ndbusinesstravelerareobvious,lessobviousisthetermVFRwhichmeansvisitingfriendsandrelatives.Leastobviousisthetermcommoninterest.Itisusedtodescribetravelerswhoarejoinedbyothertravelerswhohavecometosharethesameexperienceswhentheyreachtheirdestination.Pilgrims,conferenceandconventiondelegates,peoplewhotr
11、aveltohealthspasandmedicalcenters,participantsandspectatorsatsportingeventsareallpartofthecommoninterestcategory.Tourismisabouttheindustriesthatlookafterthesetravelers.Thekeypointshereare: Theycantravelforalotofdifferentreasons. Theyneedpeopletolookafterthemandtoprovideserviceslikefoodanddink,somewh
12、eretostay,transporttogetabout,helpandinformationtogetabout,activitiesandentertainmentandtransporttogetthemoutandhomeagain. Visitorsfromanothercountryoftenneedextracarebecausethingslikesocialcustoms,thelanguageandcurrencymaybestrangetothem. Accommodationandcateringsector Transportsector Travelagencie
13、s Touroperators Entertainmentandleisureproviders GuidesandinformationservicesTheabovebusinessmakesuptheprivatesectors.Governmentdepartmentswithtourismresponsibilities(transport/planninganddevelopment/policymaking/immigration/customsandexcise/licensingandregulation/destinationmarketing)areinthepublic
14、sector.Thereisonedefinitionoftourismthathasuniversalacceptance.Itsaysthat:Tourismisthetemporarymovementofpeopletodestinationsoutsideoftheplaceswheretheynormallyliveandwork,andtheiractivitiesduringtheiractivitiesstayatthesedestinations.FOODANDBEVERAGESERVICESWhenwespeakofhospitalityitisimportantforustogetaclearunderstandingofthecomponentpartsofourindustry.Wecanusethemodelbelowtohelpustodothisanditalsoallowsustoseetheimportanceofeachworkerintheindustry.As
