酒店 STANDARD OPERATION PROCEDURE

STANDARD OPERATION PROCEDUREDEPARTMENT: Banquet JOB TITLE: Service AssociateTASK NO: SOP BQT 001TASK: Ready to be on duty EQUIPMENT REQUIRED: Keys, checklistWHAT TO DOHOW TO DO ITWHYReady to be on duty.- Staff must be on time to come to work with smile, clean uniform and well groomed.- Hotels standard.PREPARED BY:APPROVED BY: DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Team LeaderTASK NO: SOP BQT 002TASK: How to open a function room EQUIPMENT REQUIRED: Function room key, opening checking listWHAT TO DOHOW TO DO ITWHYAll must be ready for service 30 minutes prior to the functions start.- Check the setup of the tabletop and readiness of the utensils in the Service Station.- Ensure that all of the preparation is done in time.- Arrange the appropriate assignments to the staff.- Get it right the first time and every single time will help to make our guest function enjoyable, this will please them.- To delight our customers by being helpful is a sign of courteous service.- Planning to ensure the function can be successful is part of our professional service and of Shangri-La care.PREPARED BY; APPROVED BY: DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATE DEPARTMENT: Banquet JOB TITLE: Service AssociateTASK NO: SOP BQT 003 TASK: How to open an bar EQUIPMENT REQUIRED: Table, skirting, table clothWHAT TO DOHOW TO DO ITWHYSet the bar table.Set glassware on table.Set liquors.- Set the bar table with skirting. * Table must be in good condition and balance. * Table cloth and skirting must be well pressed without any stain and holes.- Set the glassware according to the types of beverage ordered.- All glassware must be free of spots and no chip.- Ensure sufficient glassware.- Arrange the liquor in descending order in term of bottle height with the tallest bottle in the middle.- All bottles must be full.- All bottles must be clean without any stain.- Show our standards which will please our guest.- Show we care for our guests.- Show our standards and to delight our guests.- Show our honesty.PREPARED BY: APPROVED BY :DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE : Team Leader TASK NO: SOP BQT 004TASK: Daily BriefingEQUIPMENT REQUIRED: White board and briefing book. WHAT TO DOHOW TO DO ITWHYDaily briefing.- To conduct pre-service briefing on: Hotel information. Daily room occupancy. VIPs arrival/in-house. Customer delight practices. Customers comments. Daily chefs special. Item/dishes to recommend.- To ensure staff are well informed on a daily basis to perform their job effectively.PREPARED BY: APPROVED BY : DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Service Associate TASK NO: SOP BQT 005TASK: How to check a buffet EQUIPMENT REQUIRED: Event order WHAT TO DO HOW TO DO ITWHYCheck the table.Check the food items.Check chinaware and cutleries.Check the bar.- Check the number of buffet tables against Attendance.* Make sure enough seats to sit the guests.- Check the distribution of food items.- Check the pre situation of food items.- Check the quantity of all chinaware and cutleries according to the Attendance. * Make sure all chinaware and cutleries are free of spots.- Enough beverages to be offered for the gusts.- Enough glassware to be served. All glassware must be free of spots and no crack.- Get it right the first time and every single time is very important to delight our customer- Taking personal care and responsibility to ensure guests satisfaction.- To ensure have enough supply to delight our customer.PREPARED BY: APPROVED BY : DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE /DATEDEPARTMENT: BanquetJOB TITLE: Team LeaderTASK NO: SOP BQT 005TASK: How to check a buffet (continue)EQUIPMENT REQUIRED: Check list and even orderWHAT TO DOHOW TO DO ITWHYThe following can be taken into consideration:Number of buffet tables against attendance.Distribution of food items.Presentation of food items.Replacements frequency.- Liaise with chef to check buffet for standards:- Number of buffet tables against attendance.- Distribution of food items.- Presentation of food items.- According the event order to check the items of the food set up.- According the event order to check the bar set up.- Get it right the first time and every single time, it also delights our guests.PREPARED BY: APPROVED BY:DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATION General ManagerSIGNATURE/DATE DEPARTMENT: Banquet JOB TITLE: Service Associate TASK NO:SOP BQT 006TASK: How to check a function roomEQUIPMENT REQUIRED: Event orderWHAT TO DOHOW TO DO ITWHYPick up event order.- Event order to be collected by the clerk form the catering office every day.- Room set up must fully achieve require from the event order.* White board and flip chart must be clean and without dust and marker prints.*Markers should be tested before function starts.- Check the floor carpet.* Floor should be clean without dust of 8 waste papers baskets.- Check the air condition.* Air-con set at 20-21 degree.- Check the lighting.* No blown bulb and set the AV.Presentation lighting as needed.- Get information as soon as possible to operate the function, this shows professional service.- Care for the customer guest satisfaction and enjoyment.- Taking personal care to delight customer.- Comfort our customer of make them feel that they make the right choice to have function in Shangri-La Hotel.PREPARED BY: APPROVED BY: DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Service Associate TASK NO:SOP BQT 006TASK: How to check a function room (continue)EQUIPMENT REQUIRED: Event orderWHAT TO DOHOW TO DO ITWHYCheck equipment.- Turn on the equipment to make sure they are working properly.- Walk around table, look at the set-up and look at the skirting, tables, glasses, pads and pencils.* Skirting must be well pressed and straightened.* Table cloth must be clean without any spot and cracks.* Every seat must have a pad and pencil.- Get it right the fist time and every single time.- Taking personal care and responsibility to ensure the guests get what they want.- A professional, well planned function shows a caring and sincere service.PREPARED BY: APPROVED BY:DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Service Associate TASK NO:SOP BQT 007TASK: How to refresh a function roomEQUIPMENT REQUIRED: Glass rack and glassware WHAT TO DOHOW TO DO ITWHYRefresh room only during all luncheon and coffee breaks.Make sure the glassware are spotless and the table cloths are not stain.-Empty the waste baskets.- Remove the ashtrays and replace them with fresh ones.- Put the fresh water in the water pitches.- Replace sweets.- Straighten the chairs.- Set the fresh glasses on the tables.- Pick up any excess paper on the tables or floor.-Show we care and delight our guests.- A clean and tidy function area will please our guests by making the atmosphere more comfort-able.PREPARED BY: APPROVED BY:DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT ：BanquetJOB TITLE：Service Associate TASK NO: SOP BQT 008TASK: How to set up a western meal EQUIPMENT REQUIRED：Chinaware and cutleryWHAT TO DOHOW TO DO ITWHYAll table settings in the function room with a specified uniform setting, linen, china, glass, flatware are placed on a cover. Glassware will be spotless and cutleries are polished before setting up the table.- Make sure the tabletop is clean and free of water spots.- Position the table clothes according to standard use the chair as guidance.- Place dinner knives on right hand side of the covers: 1) Blade face in 2) Straight 3) One thumb from edge of table- Place dinner fork on left hand side of cover: 1) Straight 2) One thumb from edge of table- Allow enough space between fork and knife to be able to place a dinner place 30cm. - Minimum hotel requirements. - Maintain a standard and to delight customer is part of providing proper sincere service.- Consistency- Minimum hotel requirementPREPARED BY: APPROVED BY : DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT : Banquet JOB TITLE : Service Associate TASK NO : SOP BQT 008TASK： How to set up a western meal (continue)EQUIPMENT REQUIRED：Chinaware and cutleryWHAT TO DOHOW TO DO ITWHYHold the cutlery by the handle; make sure no fingerprints are on the blades. Glass has no spot and crack.Napkins must be clean and well pressed.Chinaware must be clean and properly set.- - Place the butter plate on the left- side of the cover and the dinner fork 6cm from edge of table.- Place the butter knife (black out).- Place the water glass at the tip of knife.- Place the napkin at the center of the cover using the chair position as guidance.- According to the amount of the covers on the table set: a) Salt & pepper shakers b) Ashtray and matches Will be located for easy reach of the customer.- Show we care for the customers of making them feel they made right choice to have their function at Shangri-La Hotels.- Care for customer fined proper hygiene is part of our Shangri-La care.- Proper professional service is very important for a caring service.- Customer satisfaction will happen if we provide the best possible environment for their enjoyment.PREPARED BY: APPROVED BY : DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Team Leader/Service Associate TASK NO: SOP BQT 009TASK: How to check a function room (continue)EQUIPMENT REQUIRED: bone late, small bowl, soup spoon, chopsticks, soya sauce dish, silver spoon with stand, all purpose wine glass, red wine glass, maotai glass, napkin, ashtray with match, piece of toothpick, lazy susan, flowerWHAT TO DOHOW TO DO ITWHYStandard table set-up for Chinese sit down meal.- The following is the standard table set up for private dining room. - Must be clean and free from strain, no chips and no cracks.- Must be polished and shining.- Must be polished and no chips and no cracks.- We have table set up for 8, 10, 12 and 16 pax.(attached with table top set up for 8 pax)- Per out restaurant standard table set up.- Hygiene and guest convenience.- Hygiene and guest convenience.- Hygiene and guest convenience.PREPARED BY: APPROVED BY:DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Service Associate TASK NO: SOP BQT 010TASK: How to set up a coffee break EQUIPMENT REQUIRED: Coffee urn, cup and saucers, tea spoon, creamer WHAT TO DOHOW TO DO ITWHYRefer to event order.Set up coffee station.Set banquet table.Lay table cloth.Skirt the table.- Read through event order, check what is the time for the refreshment and type of snack.* Coffee/tea and snack must be fresh and 15 minutes early before actual time.- Number of persons for coffee break should be pre-arranged before the refreshment. * Coffee break station set up with coffee cups and food items, additional, placing props on the table as decoration, coffee station must have sugar, creamer, milk. * Table signs should match with all items on table.- Lay out the oblong tables required according to the floor plan and number of guests. Lay tablecloth without stain, torn and holes.- Use the skirting clip to skirt the table. * Skirting must be well pressed and straight without stains and holes-Take personal care and responsibility to ensure that guests get what they want is part of Shangri-La care.- To ensure that guests get what they want.- Show that we care and delight our guests.- Get it right the first time and every single time is part of a caring service.- Shows care and sincerity for our guest needs.- Maintain a standard to delight our customer.PREPARED BY: APPROVED BY: DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITL: Service AssociateTASK NO: SOP BQT 010TASK: How to set up a coffee break (continue)EQUIPMENT REQUIRED: Coffee urn , cup and saucer, tea spoon, creamer WHAT TO DOHOW TO DO ITWHYSet cups and saucers.Set required flatware.Set coffee pot.Set tea bags. Set lemon rings.Set sugar bowl and creamer.- Set required number of cups and saucers on left end of table. * Set as per function sheet. Do not use chipped or cracked chinaware.- Set coffee teaspoon on the right side of cup and saucer. * All flatware should be neat, free of water spots.- Set two-polished coffeepot mid way on table and forward the backside. * One for coffee, the other for hot water. Place tea bags on a B/B plate according to the number of persons.-The plate must be clean without water spot.- Place a small dish of lemon rings on table.* Lemon must be fresh & washed before cutting.- Place the sugar bowl with packets of raw sugar, plain refined sugar and sweet low sugar on the table. * The sugar bowl must be cleaned before refilling to the sugar packets.- Shows in caring in providing the best to our customer.- To ensure the guests get what he wants.- Providing guest fresh hot tea and hot coffee.To ensure the guests get what he wants.- Hygiene purpose.- Taking personal care and responsibility to delight our customer.- Taking personal care and responsibility to delight our customer.PREPARED BY: APPROVED BY: DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Service AssociateTASK NO: SOP BQT 010TASK: How to set up a coffee break (continue)EQUIPMENT REQUIRED: Coffee urn, cup & saucers, tea spoon, creamer WHAT TO DOHOW TO DO ITWHYAdd creams and fresh milk.Set juices (if required).Set glassware.Set B/B plate (if pastries are required).- Add the creams & the milk into the creamer for the guest. * Cream and milk must be fresh.- Place the pitchers of juice in a bowl of crushed ice on the right side of urns.- Place the required number of glasses on the table next to the juice pitches.* Glasses must be free of sports and cracks.- Set the required number of B/B plates on the table and set the dessert forks in order.Flatware and chinaware must be without spots and chips.- Show care and sincerity to our customers.- Get it rights the first time and every single times showing professional services which will delight our guest.- Taking personal care to delight our customer.- Taking personal care and safety purpose to delight our customer.PREPARED BY: APPROVED BY:DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Service Associate TASK NO: SOP BQT 011TASK: How to set up a bar EQUIPMENT REQUIRED: Glasses and banquet table, beverages, garnish, guest suppliesWHAT TO DOHOW TO DO ITWHYLay out the table.Lay out the table cloth.Skirt the table.Arrange glassware.Arrange liquors.- Lay out the banquet table according to the function plan.* Tables must be in good condition, no damaged table.- Lay table cloth to cover the table.* Table cloth must be clean without stain and holes.- Use skirt clips to skirt the table.* Skirting must be well pressed and straight.- Set glasses according to the attendance.* All glassware must be free of water spots and cracks.- Well arrange the liquor from high to the low position. * All liquor bottles must be wiped and dusted- Get it right the first time and every single item.- Show we care and delight our customer.- Show we care and ensure the guest get what he wants.- Show we care and are sincere.PREPARED BY: APPROVED BY: DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT; Banquet JOB TITLE: Service Associate TASK NO: SOP BQT 011TASK: How to set up a bar (continue)EQUIPMENT REQUIRED: Glasses and banquet table, beverages, garnishes, guest suppliesWHAT TO DOHOW TO DO ITWHYPrepare condiments and garnishes.Check bar equipment.- Have enough beverage condiments & garnish (ice, syrup, tea and perrin sauce).- Check all equipment, (jigger, bar, opener). * All equipment must be clean with out water spots.- Delight our customer.- Get it right the first time and every single time is a sincere service, this will help to relax our guest and to make them feel at home.PREPARED BY:APPROVED BY: DESIGNATIONService ManagerSIGNATURE/DATEDESIGNATIONGeneral ManagerSIGNATURE/DATEDEPARTMENT: Banquet JOB TITLE: Service Associate TASK NO: SOP BQT 012TASK: How to set up a cocktail table EQUIPMENT REQUIRED: Tables, table cloth and skirting WHAT TO DOHOW TO DO ITWHYLayout the table.- Lay out the small round table spread evenly in the function room. The table must be in good condition, no damage and no shaking table.- Lay the table cloth to cover the table. The table cloth should be clean without any strains & holes.- Use the skirt clip to skirt the table. The skirting must be well pressed, straight and no holes.-Set ashtray, matches bud vase, tidbits and cocktail napkins.* Chinaware are all clean without spo