国际酒店餐饮部操作基本标准（英文版）.doc

ROSEWOODROSEWOODROSEWOOD MINIMUMMINIMUMMINIMUM OPERATINGOPERATINGOPERATING GUIDELINESGUIDELINESGUIDELINES FOOD drinks are not “auctioned”  Beverages are served to the right of the guest  Employee does not touch the rim of the glass when serving beverages BEVERAGES  Wines by the glass presented and served from bottle in formal dining rooms (luncheon/dinner)  Beverages served within three minutes of ordering  Coffee/tea offered after meal (luncheon/dinner) MENUS  Server inquires if guest would prefer to sit with a cocktail or would like to see the menus  Menus are presented opened to the ladies first, from the left, with the left hand  Chef’s specials are recited and described in an informative and appealing manner  Guests are provided with a menu within 5 minutes of cocktails being served (dinner only)  All menus are clean and in good repair UPSELLING  Order taker suggests accompaniments  Up selling is made, using descriptive words SERVICE  Menu offered unless buffet service  Wine list offered (luncheon/dinner)  Waiter knowledgeable about all menu items in terms of preparation, ingredients, presentation and flavour  'Juice of the Day' offered or other fruit juice (breakfast)  Selection of teas or coffees offered within two minutes of seating (breakfast)  Beverages served within three minutes of ordering  Daily specials presented by the order taker  Requested items served within 10 minutes of ordering (breakfast)  Special menu requests and preparation methods are graciously accepted  First course served within 10 minutes of ordering (luncheon/dinner)  Management visible and accessible during peak service periods  Guest offered dessert menu (luncheon/dinner/non-buffet service) WINE food is not “auctioned“  Hot food is served hot; cold food is served cold  All dirty silverware is removed and replaced as needed before items are served  Appetisers are cleared from the right when all guests have finished  Items are cleaned neatly and quietly ENTRÉE SERVICE Appetizer plates, dirty flatware, and related condiments are removed from the table before entree is served  Guests receive the correct entree as ordered, complete with side dishes, condiments or sauces, and correct utensils  Plates are free of spills and fingerprints  Guests receive food ordered; food is not “auctioned“  Hot food is served hot; cold food is served cold  Only complete orders are brought to the table DESSERT SERVICE  Specific dessert recommendations are made when presenting the dessert menu, tray, or cart  Specific after-dinner drinks are offered during dessert service (dinner only) ABSENCE OF GUEST AT TABLE  When a guest leaves the table during service, his or her napkin is neatly refolded and placed across the chair arm before return  Guest who are absent from the table when food is being served are given their plates upon returning to the table  Food is kept at the proper temperature while guests are away from their table CRUMB TABLE  Tables are crumbed after entree and between courses, if necessary  Ladies’ portion of the table is crumbed first and the host last FINGER TOWELS OR BOWLS  Finger towels or bowls with lemon are offered for messy food items TABLE MAINTENANCE  Table is checked within three minutes after serving food  Specific questions are asked to ensure guest is satisfied  All beverages are refreshed when 2/3 empty  All ashtrays are capped when each cigarette is extinguished  Empty drink glasses, stirrers, straws, garnishes, and sugar wrappers are removed  Bread and butter is replenished as necessary  Table is ready for all courses with the correct silverware, china and enough space so the table is not overcrowded bread and butter plate is replaced if soiled CHINA AND GLASSWARE REMOVAL  All food is cleared from the right  All beverages are cleared from the right  Courses are cleared in a timely fashion, only when all guests are finished or as guest requests  Clearing is unobtrusive, quiet, and skillful, with nothing dropped or spilled  Clearing is completed clockwise with ladies attended first  All action must take place behind the guest, not at his or her side  All items are carried on a tray through the room  Appetizers are cleared before the entree is served; entree is cleared before dessert  Condiments, side plates, and silver are cleared after each respective course  Guests have correct silverware for additional course before it is served  Plates are cleared when all guests are finished, or as indicated by the Captain CIGARETTE SERVICE, IF APPLICABLE  Servers get cigarettes for all guests as needed  Cigarettes are presented on a bread and butter plate with a package of matches  Guests’ cigarettes are lighted by Server using logo matches or lighter CHECK PRESENTATION  Server returns to table within three minutes after presenting the check for payment  Check is presented after dessert, coffee, and after-dinner drinks have been served  Check is correct and neat,。