酒店管理会所 餐饮部客房餐饮服务流程图表.doc

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ROOMAMENITYDELIVERYPROCEDURERoomServiceWaiterRoom
AttendantTaketheRoomAmenityDeliveryControlForm*refertoSOP'RoomAmenityPreparation'PreparemiseenplaceaccordingtostandardPrepareallrequiredmise-en-placeontrolleyset-upandVIPtypePick-upamenitiesfromkitchenDeliveramenitiestorequiredguestroom(s)UseserviceelevatorInformRoomattendanttoopenrequiredguestroom(s)GetinformationSet-upamenitiesinguestroom(infrontoffreshflowersOpenrequiredguestroom(s)-ifapplicable)PlaceGreetingcardorGMwelcomeletterinfrontofamenities(ifapplicable)Double-checkaccuracyofset-upandVIPtypeCompletecontrolformundercolumns:DeliveryTime&DeliversNameClosethedoorGotothenextguestroomContinueaboveprocedureuntilcompletionofalldeliveriesReturntoRoomServiceHandRoomAmenityDeliveryControlformtoOrdertakerRemark:*Followmise-en-placeaccordingtostandardset-upandphotographs.*Standard:Sendamenities3hourspriortoguestarrival.*Emergency/:R060ROOMSERVICEORDERDELIVERYPROCEDURERSOrderTaker/SupervisorRoom
ServiceWaiter/RunnerCheckcorrectnessoforder(beforeGetapprovalfordeliverydelivery)CompletetheRoomServiceDeliveryPreparetodelivertheorder(toguestroom)LogbookSheetUsestaffelevator'skey(lock)systemforquickerdeliveryTurnoffsternoinsidetheplatewarmerAddtimeoforderdelivery&nameofdelivererTakestaffelevatorKnockonguestroomthreetimesandsay:"PrivateDining,yourroomservicedelivery!"WaitforopeningofdoorSay:"Goodevening,,yourroomserviceorder,please!"Enterroombypullingcart(notpushing)Ask:"WheremayIplacethetrolley/trayconveniently?"Placetrolley/trayasrequestedRemoveallfoilsandcoversfromplates/bowls/(ifappropriate)AlwaysbehavediscreteinguestroomPlacethechairbeneaththetrolley/cart(ifappropriate)Presentthebillandsay:",couldyoukindlysignthebill".PresentahotelpenAsacourtesy,alwaysdepartformtheroombyfacingtheguest,Say:"Thankyou,,pleasedial"6":"Enjoyyourmealandhaveanice
evening!"DepartguestroomClosethedoorgentlyReturntoRoom
ServiceRemark:*Standard:Maximum7minutesfordelivery.*Standard::R061ROOMSERVICEORDERPREPARATIONPROCEDURERSOrderTaker/SupervisorRoomService
Waiter/RunnerBartenderHotKitchenChef/CookTiming(inmin)frommomentguestcalled02:50PostorderintoPOSReceivePOSorderReceivePOSorderHand(red)copyofcaptainordertoReceivecaptainordercopy03:00RunnerPreparedrinksasperorderPreparedishesasperorderPlaceorderontoorderboard04:00Completeroomservicedeliverylogbook04:30pPreparemiseenplaceasperorderreparetheguestcheckPlaceguestcheckontotray/trolleyColdFoodOrder(only)Hot/Hot&ColdFoodOrder05:00PreparetrayremovalcardPrepare/set-uproomservicetrayTurnonroomservicefoodwarmerPrepare/set-uproomservicecart(asPrepareallcolddishesoncoldCoveralldrinkswithdrinkcoverperstandardset-up)plates/bowlsFillinontrayremovalcardname(s)ofPick-updrinksfromservicebarPick-updrinksfromservicebarPlacedrinksontobarcounterforRSPrepareallhotdishesonhot08:00ordertaker,RS
runnerandChef(placeontotray)(placeontocart)Runnerpick-upplates/bowlsControltimingandcheckwithControltimingandcheckwithPlacecardontotray/trolleyKeepPOSprint-outforcontrolpurposeCoveralldisheswithfoodcoverskitchenfororderreadinesskitchenfororderreadinessHandcompletedordertoRSrunner15:00Pick-updishesfromkitchenPick-updishesfromkitchenKeepPOSorderforcontrolpurposePlacedishesontotray(withfoodPlacehotdishesintofood
warmer16:00cover)(withcover)Placecolddishesontopofcart(withcover)Checkcorrectnessoforderbefore17:00deliveringGetapprovalfordeliveryGetapprovalfordelivery18:00DelivertheordertoguestroomDelivertheordertoguestroomRemark:*Standard:Minutes0-3OrderTakingandOrderPosting/Minutes3-18PreparationofFood/Drink/Mise-en-place/Minutes18-25DeliveryofOrdertoGuestRoom.*Standard:Totaldeliverytimenotexceeding25minutes.*Standard:Ordertaker,:R062ROOMSERVICEORDERTAKINGRoomServiceOrderTaker/
SupervisorTimeAnswertelephonewithin3rings00:00Rememberguest'snamewhendisplayedonthephoneSay:"GoodMorning,,Roomservice,mary00:,mayIhelpyou?"AnswerinEnglishforRecommenddrinksforeignguests,inChineseorwine,appetizers,Takeguest'sorder00::00Listencarefullyandwriteallorderdetailsonto*Seeattachedsampleofcaptain02:00captainorder(inclusiveof:Roomnumber,guestordername,exactorder,numberofguests,nameofordertaker,timeordertaken)Say:",mayIrepeatyourorder,please?"02:10Repeatorderclearlyandslowly02:15Ask:"Howmanycoversshallweprepare?"02:20Informguestondeliverytime:",wewill02:30deliveryourorderwithin25minutes!"Say:"Ifyouwishanythingelse,pleasecallmeatany02:35time,mynameisMary!""Thankyouforcallingroomservice,haveanicestay02:40withus!"PostorderintoPOS02:50Hand(red)copyofcaptainordertowaiter/waitress03:00Completeroomservicelogbookwithalltherequired*Seeattachedcopyofformat04:00detailsRemark:*Standard:SeeStandardManual.*Standard:Alldrinkordersshallbedeliveredwithin15minutes.*Attachedfindacopyofcaptainorder/:R063HOLIDAYINNCENTRALPLAZABEIJINGROOMSERVICETRAY&TROLLEYCOLLECTION
PROCEDURERoomServiceWaiter/RunnerRoomServiceOrderTakerRoom
AttendantCheckeveryfullhour(useRoomReceivecallfromroomServiceDeliveryLogbook)onallInformordertakerwhenuncollectedattendantoutstandingtray/trolleycollectionstray/trolleysarefoundinguestroomIfroomserviceisnotcollectingWritedown(outstanding)tray/trolleytrays/trolleyswithin10minutes,movecollectionroomnumbersonpieceofpaperthetray/trolleytoliftlandingareaCollectsoiledtrays/trolleysfromHandpapertowaiter/runnerforcollectionconcerningguestfloors/roomsMoveallsoileddishestodishwasherReturnuntouched(reusable)foodtimesorcondimentstokitchenandRSpantryUsetrayremovalcardtoidentifytheroomnumberUpdateRSDeliveryLogbookunderInformordertakeroncollectedroomcolumns:TimeofEquipmentCollected&numbersNameofCollectorRemark:*Standard:TraysandTrolleysmustbecollectedwithinonehourofdeliveryfromguestfloor/roomandeveryfullhour.*Standard:Donotcall-disturbguestinhisroomandrequiretray/trolley
:R064