餐饮部SOP

第1页共308页枫华丽致酒店内部文件版本：2010枫华丽致酒店餐饮部标准操作程序一览表第一部分政策及制度序号任务号任务的题目页码1.FB-P&P-1个人卫生及仪表2.FB-P&P-2餐饮部对客服务规范用语3.FB-P&P-3基本要素4.FB-P&P-4做与不做5.FB-P&P-5优质服务的基本要素6.FB-P&P-6餐饮部内部信息传递7.FB-P&P-7破损与丢失物品的控制8.FB-P&P-8吸烟区与非吸烟区9.FB-P&P-9贵宾赠品与客用品10.FB-P&P-10食品与饮料的退换11.FB-P&P-11处理投诉与困难的处境12.FB-P&P-12出场登记程序13.FB-P&P-13烟草控制14.FB-P&P-14钥匙的控管流程第二部分标准操作程序序号任务号任务的题目页码1.SOP-CR-01早班开门程序2.SOP-CR-02班前准备工作(早班)(下午班)3.SOP-CR-03班前例会4.SOP-CR-O4开餐前的准备工作5.SOP-CR-05接预订6.SOP-CR-06确认预订第2页共308页枫华丽致酒店内部文件版本：2010序号任务号任务的题目页码7.SOP-CR-07引座8.SOP-CR-08点饮料(推销饮料)9.SOP-CR-09服务酒水10.SOP-CR-10红白葡萄的服务11.SOP-CR-11向客人提供服务茶与咖啡12.SOP-CR-12怎样点菜13.SOP-CR-13填写点菜单14.SOP-CR-14怎样分菜15.SOP-CR-15怎样看台、换烟缸16.SOP-CR-16洗手盅17.SOP-CR-17结帐18.SOP-CR-18填写食品领货单19.SOP-CR-19餐具领货单20.SOP-CR-20总送货21.SOP-CR-21收档、关门22.SOP-CR-22收档、关门23.SOP-CR-23中餐厅宴会布置24.FB-COFFE-SOP-1召开班前会25.FB-COFFE-SOP-2餐前准备工作26.FB-COFFE-SOP-3提货27.FB-COFFE-SOP-4迎接客人28.FB-COFFE-SOP-5引领客人就座29.FB-COFFE-SOP-6菜单和酒单的管理30.FB-COFFE-SOP-7为客人铺口布31.FB-COFFE-SOP-8建议和推销32.FB-COFFE-SOP-9订餐单的书写第3页共308页枫华丽致酒店内部文件版本：2010序号任务号任务的题目页码33.FB-COFFE-SOP-10为客人订单34.FB-COFFE-SOP-11订单的传送35.FB-COFFE-SOP-12从厨房取菜36.FB-COFFE-SOP-13早餐摆台37.FB-COFFE-SOP-14早餐服务38.FB-COFFE-SOP-15午、晚餐摆台39.FB-COFFE-SOP-16白天与夜间饮食服务40.FB-COFFE-SOP-17饮料的服务41.FB-COFFE-SOP-18客人就餐过程中的撤台与清洁42.FB-COFFE-SOP-19结帐与送客43.FB-COFFE-SOP-20客人离开后的撤台44.FB-COFFE-SOP-21咖啡的制作45.FB-COFFE-SOP-22咖啡的服务46.FB-COFFE-SOP-23茶水的制作与服务47.FB-COFFE-SOP-24巧克力奶的制作与服务48.FB-COFFE-SOP-25更换布巾49.FB-COFFE-SOP-26擦拭餐具50.FB-COFFE-SOP-27擦拭瓷器51.FB-COFFE-SOP-28各类餐具的拿放方法52.FB-COFFE-SOP-29长托盘的使用53.FB-COFFE–SOP-30圆托盘的使用54.FB-COFFE-SOP-31在长托盘上摆放脏餐具55.FB-COFFE-SOP-32各种酱料的服务56.FB-COFFE-SOP-33糖盅的准备（长方形）57.FB-COFFE-SOP-34香烟的服务58.FB-COFFE-SOP-35服务牙签第4页共308页枫华丽致酒店内部文件版本：2010序号任务号任务的题目页码59.FB-COFFE-SOP-36服务叉勺的使用60.FB-COFFE-SOP-37更换烟缸61.FB-COFFE-SOP-38对有急事的客人的服务62.FB-COFFE-SOP-39对儿童的服务63.FB-COFFE-SOP-40对老年人和残疾人的服务64.FB-COFFE-SOP-41处理客人投拆65.FB-COFFE-SOP-42蛋糕的预订与服务66.FB-COFFE-SOP-43为分单的客人服务和结帐67.FB-COFFE-SOP-44听不懂客人问题的处理68.FB-COFFE-SOP-45对挑剔客人的服务69.FB-COFFE-SOP-46果酱的准备70.FB-COFFE-SOP-47黄油的准备71.FB-COFFE-SOP-48各种意外的预防72.FB-KOR-SOP-1仪容仪表73.FB-KOR-SOP-2服务工作74.FB-KOR-SOP-3摆台(散客)75.FB-KOR-SOP-4用餐服务76.FB-KOR-SOP-5收台及清洁工作77.FB-BAN-SOP-1宴会订单78.FB-BAN-SOP-2宴会的准备工作程序79.FB-BAN-SOP-3宴会开餐前的检查程序80.FB-BAN-SOP-4宴会开始前例会81.FB-BAN-SOP-5西餐宴会摆台82.FB-BAN-SOP-6西餐宴会服务83.FB-BAN-SOP-7中餐宴会摆台第5页共308页枫华丽致酒店内部文件版本：2010序号任务号任务的题目页码84.FB-BAN-SOP-8中餐宴会服务85.FB-BAN-SOP-9自助餐宴会摆台86.FB-BAN-SOP-10自助餐宴会服务87.FB-BAN-SOP-11鸡尾酒会摆台88.FB-BAN-SOP-12鸡尾酒会服务89.FB-BAN-SOP-13会议摆台90.FB-BAN-SOP-14会议服务91.FB-BAN-SOP-15会议咖啡台摆台92.FB-BAN-SOP-16会议咖啡台服务93.FB-BAN-SOP-17签字仪式摆台94.FB-BAN-SOP-18签字仪式服务95.FB-BAN-SOP-19外卖活动准备96.FB-BAN-SOP-20外卖活动摆台97.FB-BAN-SOP-21贵宾室摆台98.FB-BAN-SOP-22贵宾室服务99.FB-BAN-SOP-23结帐程序100.FB-BAN-SOP-附件1宴会桌椅的运送与存放101.FB-BAN-SOP-附件2宴会布巾的管理与存放102.FB-BAN-SOP-附件3宴会部库房管理103.FB-CRK-SOP-1员工培训104.FB-CRK-SOP-2F&B责任105.FB-CRK-SOP-3对厨房设备的使用106.FB-CRK-SOP-4规章制度107.FB-CRK-SOP-5厨房防火须知108.FB-CRK-SOP-6节约能源109.FB-CRK-SOP-7原材料的应用及餐具的损坏110.FB-CRK-SOP-8零点菜牌111.SEC-SOP-32餐饮部厨房消防应急程序规范第6页共308页枫华丽致酒店内部文件版本：2010序号任务号任务的题目页码112.FB-CK-SOP-1勺工要领113.FB-CK-SOP-2炒锅分工114.FB-CK-SOP-3汁酱做法115.FB-CK-SOP-4爆炒肉类116.FB-CK-SOP-5蔬菜类炒法117.FB-CK-SOP-6油炸菜肴的方法118.FB-CK-SOP-7蒸法119.FB-CK-SOP-8二汤,上汤做法120.FB-CK-SOP-9发鱼翅121.FB-CK-SOP-10每日工作程序122.FB-CK-SOP-11开档收档123.FB-CK-SOP-12开餐时124.FB-CK-SOP-13炸子鸡的腌及炸125.FB-CK-SOP-14关于火候126.FB-CK-SOP-15关于自助餐和煲仔菜127.FB-CK-SOP-16铁板菜128.FB-CK-SOP-17配菜129.FB-CK-SOP-18烧烤130.FB-CK-SOP-19面点131.FB-CK-SOP-20上什132.FB-CK-SOP-21炉头员工133.FB-CK-SOP-22食品检验标准程序134.FB-CK-SOP-23冷菜间的第二次更衣135.FB-CK-SOP-24怎样清洁并消毒防护处理橱柜136.FB-CK-SOP-25如何清洁与消毒食物切割器137.FB-CK-SOP-26如何清洁与消毒食物割削器第7页共308页枫华丽致酒店内部文件版本：2010序号任务号任务的题目页码138.FB-CK-SOP-27如何清洁与消毒切片机139.FB-CK-SOP-28如何清洁与消毒搅拌机140.FB-CK-SOP-29如何清洁与消毒冰箱141.FB-CK-SOP-30如何清洁与消毒切肉板或切菜板142.FB-CK-SOP-31如何清洁并消毒分配器143.FB-CK-SOP-32怎样清洁烤箱144.FB-CK-SOP-33怎样清洁双层蒸锅145.FB-CK-SOP-34如何清洁烤架146.FB-CK-SOP-35如何清洁油炸炉147.FB-CK-SOP-36如何清洁加热车/旋转炉148.FB-CK-SOP-37如何清洁排烟罩149.FB-CK-SOP-38如何清洁烤肉机150.FB-CK-SOP-39如何清洁煎锅151.FB-CK-SOP-40如何清洁烤面包机152.FB-CK-SOP-41如何清洁鱼缸153.FB-CK-SOP-42如何清洁和消毒微波炉154.FB-CK-SOP-43如何清洁消毒冷菜间和蔬菜备菜间155.FB-CK-SOP-44如何清洁与消毒鱼类宰杀间156.FB-CK-SOP-45如何清洁与消毒屠宰板157.FB-CK-SOP-46如何清洁与消毒猪肉（鸭肉）烤箱158.FB-CK-SOP-47如何清洁和消毒烤箱灯159.FB-CK-SOP-48如何清洁和消毒挂鸭推车160.FB-CK-SOP-49如何清洁和消毒揉面机/合面机161.FB-CK-SOP-50如何清洁和消毒制冰机162.FB-CK-SOP-51如何清洁和消毒屠宰房肉类操作间163.FB-WRK-SOP-1热菜工作程序164.FB-WRK-SOP-2西厨房冷菜工作程序第8页共308页枫华丽致酒店内部文件版本：2010序号任务号任务的题目页码165.FB-WRK-SOP-3自助餐明档工作程序166.FB-WRK-SOP-4饼房工作程序167.FB-WRK-SOP-5各种面包做法168.FB-WRK-SOP-6各种沙律做法169.FB-WRK-SOP-7各种汤类做法170.FB-WRK-SOP-8各种少司做法171.FB-WRK-SOP-9各种汁类做法172.FB-WRK-SOP-10各种菜肴做法173.FB-STW-SOP-1问候客人174.FB-STW-SOP-2个人仪容仪表及卫生175.FB-STW-SOP-3电话礼仪176.FB-STW-SOP-4洗碗程序177.FB-STW-SOP-5洗碗机的操作程序178.FB-STW-SOP-6洗碗间的工作程序179.FB-STW-SOP-7餐具（银器）清洁程序180.FB-STW-SOP-8玻璃器皿的消毒程序181.FB-STW-SOP-9厨房卫生清洁工作程序182.FB-STW-SOP-10清洁用品及清洁剂的控制管理183.FB-STW-SOP-11清洁地面的程序184.FB-STW-SOP-12清洁下水道的工作程序185.FB-STW-SOP-13控制餐厅厨房的餐具程序186.FB-STW-SOP-14破损餐具的控制和破损报告187.FB-STW-SOP-15管事部库房用具的管理程序188.FB-STW-SOP-16餐具盘点的程序189.FB-STW-SOP-17如何清洁笔消毒食品车和推车190.FB-STW-SOP-18如何清洁墙面191.FB-STW-SOP-19如何清洁罐和平底锅第9页共308页枫华丽致酒店内部文件版本：2010序号任务号任务的题目页码192.FB-STW-SO