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1、INTRODUCTIONThe purpose of these standards is to create and reinforced the basic operating procedures for Sofitel Philippine Plaza operations. It is designed to be the primary resources for service and execution. It should be used as a training resources and reference guide.Research shows that our c
2、ustomers expect a consistent high level of service from hotel to hotel. If fact, the event phase of the Meeting Planner satisfaction Survey is the single most important factor in building customer loyalty. It accounts for 68 percent of the overall satisfaction rating.The standards in this manual are
3、 based on key learning from various groups of maitre ds directors of catering and, of course our customers. Many of our traditional service standards are still considered current best methods. It is each hotels responsibility to documents all LSOPs supported by diagrams and photographs, while mainta
4、ining the uniformity of the specific service standards.OUR GOAL ARE SIMPLE: To provide a quality service experience for our customers To deliver consistent service each time, from hotel to hotel To provide our associates with the tools they need to deliver our standardsTABLE OF CONTENTSSTAFFING RATI
5、OS 1BUFFET STANDARDS v General Buffet Set-up 2v Coffee Breaks . 5v Continental Breakfasts . 5DINNING ROOM TABLE SERVICE STANDARDSv General table Set-up Standards . 8v Breakfast Service . 11v Lunch Service 12v Dinner Service . 14v Order of Service 16v A la Carte Service . 17v Family Style Service . 2
6、0v Assembly Line System of Set-up . 23v Napkin Standards . 24v Center of the Table Set-up . 25v Bread and Butter Plate and Knife Placement Standards/Butter 26And Margarine StandardsSERVICE AT THE TABLE STANDARDSv Team System of Service . 27v Table Side Service . 28v Roll Service 29v Soup Service . 3
7、0 v Salad Service 31v Serving Sauces 32v Wine Service 33 v Dessert and Coffee Service . 34v Passing Hors Oeuvres . 35TRAY STAND STANDARDS v Placement in the Room . 36v Clearing a Tray . 37HOSPITALITY STANDARDSv Friendly Service . 38v As the Guest Leaves the Table Standards . 39PRE- MEAL BRIEFINGSCOM
8、MUNICATION STANDARDSv Controlling Services in the Room 41v Communication with the kitchen . 42 BREAKDOWN STATION STANDARDS . 43MISCELLANEOUS STANDARDS . 44BANQUET BAR SERVICE STANDARDSv Type of Bars 45v Bar Service Standards . 45v Key Banquet Beverage Controls . 48v Cash Wine Sales Standards . 49IND
9、EMNIFICATION AGREEMENT . 50STAFFING RATIOS AND SCHEDUELING STANDARDS The minimum staffing ratios for Plated Meal Service is one per twenty guests, with tables of ten guests each. The preferred staffing ratio for plated meal service is one server per sixteen guests, using tables of eight where possib
10、le. The minimum staffing ration for Buffet Service varies by meal type.EVENT TYPENUMBER OF GUESTSNUMBER OF SERVERS SCHEDULEContinental BreakfastFewer than 50 GuestsServer OptionalContinental BreakfastGreater than 50 Guests1 Server per 50 guestsCoffee BreaksGreater than 100 Guests1 Server per 100 Gue
11、sts Breakfast BuffetsFewer than 30 Guests1 Server MinimumBreakfast BuffetsGreater than 30 Guests1 Server Per 30 GuestsRoll-In Lunch BuffetFewer than 30 Guests1 Server MinimumLunch BuffetFewer than 30 Guests1 server MinimumLuncheon BuffetGreater than 30 Guests1 Server per 30 GuestsDinner BuffetFewer
12、than 30 Guests1 Server MinimumDinner BuffetGreater than 30 Guests1 Server per 30 GuestsOTHER RATIOSReceptions BuffetWith light hors d oeuvres1 Server per 50 GuestReception BuffetWith Medium hors d oeuvres1 Server per 30 GuestsReception BuffetWith heavy hors d oeuvres1 Server per 30 GuestsBuffer RunnersF
