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3.Food&BeverageCorePractices餐饮部核心规范2011/9/301DearShangri-LaAmbassadors,亲爱的香格里拉大使们，Wehavecreated88CorePracticesafterexamining“allmomentsoftruths”andwemustutilizethematalltimestocreatecompetitiveadvantagebeingefficient,100%consistentandexceedingguestexpectationsandourguestsaredelightedeachtimeweinteractwiththem.Serviceislikelove…itisnotthewordsthatmatters,it’stheactions.充分审视“服务的关键时刻”后，我们制定了88核心准则。为“每时每刻令客人喜出望外”，并创造竞争优势，我们必须确保时刻落实88核心准则,高效并持之以恒、超越客人期望。服务就如爱,真情在于行动之中。CetinSekercioglu施政延VicePresident/GeneralManager副总裁/总经理2011/9/302Food&BeverageCorePractices餐饮部核心规范INDEX-2of2目录7.Banqueting宴会厅8.C&PRooms主席厅9.Kitchen厨房10.Stewarding管事部2011/9/303F&BCorePractices餐饮部核心规范1.DivisionalCorePractices部门核心规范CONTENT-1of4内容简介1.QualityofF&B餐饮部质量标准2.ServiceEtiquette服务礼仪3.ProductKnowledge产品知识4.Grooming仪容仪表5.Posture&Attitude姿势与态度6.Ownership主人翁精神2011/9/304CONTENT-2of4内容简介7.Greeting与客问候8.GivingDirections给予指示或说明9.OutletManager部门经理10.PublicAreas公共区域11.Crockery&Linen器皿及布草12.Furniture&Fixtures家具及设备F&BCorePractices餐饮部核心规范1.DivisionalCorePractices部门核心规范2011/9/305CONTENT-3of4内容简介13.FloralArrangements花式安排14.GuestCollateral客用品15.Temperature&Air温度及空气16.Music音乐17.Disabled&Elderly伤残及年迈人士18.Safety&Security安全与保障F&BCorePractices餐饮部核心规范1.DivisionalCorePractices部门核心规范2011/9/306CONTENT-4of4内容简介19.SFSMS&HACCP香格里拉食品安全管理系统及危害分析和关键控制点20.Training培训21.GuestFeedback客人意见反馈22.18KeyDrivers18核心方针F&BCorePractices餐饮部核心规范1.DivisionalCorePractices部门核心规范2011/9/307•FoodandBeveragesarealwayspreparedaccordingtorecipe,servedattherighttemperature(hotservedhotandcoldservedcold)andaccordingtothepreparationtime.*食物和饮料必要按照菜谱准备。服务于指定的正确温度(热食要食,冷菜要冷)及时间。1.QualityofF&B餐饮部质量标准Food&Beverage/DivisionalCorePractices餐饮部门核心规范2011/9/308•Serviceisattentivebutnotinterruptive.Regularvisitstothetablearetobemadebutshouldbecombinedandnotcreatedisturbance.Neverinterruptwhenguestsareinthemiddleofaconversation.*服务要殷勤但是不要打扰客人。要注意客人的需要，联合服务，减小打扰客人次数。不要打断客人的交谈.2.ServiceEtiquette服务礼仪Food&Beverage/DivisionalCorePractices餐饮部门核心规范2011/9/309•Colleaguesareknowledgeableaboutingredients,servingtimesandpreparationofeachmenuitemandwillbeabletoaccommodateoff-menurequestsandalternatives.*员工对菜肴的烹调方法，配料和时间要熟悉。同时能对菜单以外的要求也能作出建议.3.ProductKnowledge产品知识Food&Beverage/DivisionalCorePractices餐饮部门核心规范2011/9/3010•Colleaguesaremeticulouslygroomed,neatlydressed,withclean,properlyfittedandmaintaineduniforms,includingnametag.*员工的仪表和制服要保持一丝不苟的整洁。佩带名牌而且保持端正。4.Grooming仪容仪表Food&Beverage/DivisionalCorePractices餐饮部门核心规范2011/9/3011•Colleaguesalwaysmaintainaprofessionalposture,gestureanddemeanorintheguestareasofthehotel*员工在公共区域要保持站立姿势端正。•Colleaguesspeakwithguestsandamongthemselvesinanattentive,sincere,courteousandcomposedmanner.*当员工与客人或员工谈话时,应使用殷勤有礼的态度。5.Posture&Attitude姿势与态度Food&Beverage/DivisionalCorePractices餐饮部门核心规范2011/9/3012•Colleaguespossessthoroughknowledgeofthehotelandtakeownershipofguestrequests,withnodivisionalboundariesofinvolvement/responsibilityinensuringguestsatisfaction.Guestneedsarelistenedtocarefullyandrespondedtoinawarm,helpfulandsinceremanner.*员工对酒店应有丰富的知识和理解。不论客人对任何一个部门有疑问都应尽力协助。仔细聆听客人的请求及用友善和真诚的态度给予帮助。6.Ownership主人翁精神Food&Beverage/DivisionalCorePractices餐饮部门核心规范2011/9/3013•AllguestaregreetedinChinese,accordingtothetimeofthedayandbyusingtheguest’sname(whenknown).*用中文问候语，按照适当的时间向客人问好。•“ZaoShangHao/NiHao/WanShangHao,Mrs.Smith”*早上好/你好/晚上好，李先生。7.Greeting与客问候Food&Beverage/DivisionalCorePractices餐饮部门核心规范2011/9/3014•Wheninguestcorridors,guestsareactivelyassistedinfindingdirectionsandescortedaminimumof10meterstowardsthedesiredlocationusinganopenedpalm,insteadofpointingtothedirection.*当客人经过走廊时，员工应积极协助客人(陪同客人至少10米左右)用展开手掌来代替指点式的为客人指引方向.•“NihaoSir/Madam,mayIhelpyou?”•“Thisway,Sir/Madam.Haveagoodday.”*先生/小姐你好，有什么可以帮你吗？*先生/小姐，这边请。祝你过得去快。8.GivingDirections给予指示或说明Food&Beverage/DivisionalCorePractices餐饮部门核心规范2011/9/3015•TheOutletManagerisveryvisibleandeffectivelyengagedinserviceandsupervision.*餐厅经理应经常与客人接触和给予员工指示。9.OutletManager部门经理Food&Beverage/DivisionalCorePractices餐饮部门核心规范2011/9/3016•Colleaguesensurethatthesurroundingareasarealwaysclean,tidyandwellmaintained(includingbackareas).*员工应确保餐厅周围的环境整洁（包括后勤地区）。10.PublicAreas公共区域Food&Beverage/DivisionalCorePractices餐饮部门核心规范2011/9/3017•Allchina,glass,cutleryandlinensareinexcellentcondition,freeofdamage,wearordiscoloration.*所有的瓷器，玻璃器具，餐具和餐布要保持良好状态，不可有损毁或脱色。11.Crockery&Linen器皿及布草Food&Beverage/DivisionalCorePractices餐饮部门核心规范2011/9/3018•Tables,chairsandbanquettesareingoodcondition,freeofnotabledamageandclean.•桌子和椅子应保持整洁和良好状态，不应有明显的损毁。12.Furniture&Fixtures家具及设备Food&Beverage/DivisionalCorePractices餐饮部门核心规范2011/9/3019•Floralarrangementsarefresh,attractiveandwellmaintained.*花卉装饰应保持新鲜和美观的状态。13.FloralArrangements花式安排Food&Beverage/DivisionalCorePractices餐饮部门核心规范2011/9/3020•Menus,posters,flyersandguestprintingingeneralaretobeinperfectconditionandalwaysproperlydisplayed.*菜单，海报和宣传单张应完好无损,摆放在适当的位置。14.GuestCollateral客用品Food&Beverage/DivisionalCorePractices餐饮部门核心规范2011/9/3021•Temperatureandairqualityiscomfortableandodor-free.*空气质数和温度要保持在舒适的状态，不应有异味。PICTUREPhotoofairconditioningswitch.15.Temperature&Air