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1、Four points By SheratonBeijing,Haidian Hotel & Service ApartmentStandard & Procedure北京海淀福朋喜来登酒店及服务公寓标准与程序Position: Attendant职位：服务员Department: F & B Chinese RestaurantDept. Head: Mr. Jitkiang Tan部门：餐饮部 中餐厅部门经理：陈日江GM Approval: Ms. Zhang LeiDate: 2009年6月1日总经理批准：张磊女士日期：2009年6月1日Task: Workplace Productiv
2、ityCode: SP-FB-CCR-6020任务：高效率工作序号：SP-FB-CCR-6020Standard:Service staff will use “smart” work practises to make their job more productive.标准：服务员应使用灵活的工作方式使工作更有效率。Procedures:1. Plan you steps of service. Try to minimise the number of trips make to the kitchen or service station. Take an extra moment t
3、o plan what is needed before moving. Take back to the kitchen area, items that are needed to return. Do Not go empty handed.2. Stagger your orders. If more than one guest arrives at the same time, do not try to serve both together. Greet both and present menus. Serve the smaller party first, unless
4、the larger group appears in a hurry. Maintain a methodical approach to service, keeping enough time between groups to enable you to complete the service.Always help your colleagues when you are free.- End -程序：1. 设计服务步骤； 减少往返厨房或服务台的次数。 在走之前同时要考虑此去的目的。 从厨房出来，要带餐具或其它，不可空托盘出来。2. 有步骤的点菜； 如果在同一时间有不止一个客人同时到达，不要一起服务他们。 向他们问好，并递送菜单。 除非大团队是很急的，否则应先服务小团体。 要使服务做到完美，保持有足够的时间完成每桌客人的服务。注：当不忙时同事之间应互相协助。- 完 -Printed Date7/16/09PAGE: 1/1
