STANDARD OPERATION PROCEDURES标准操作程序FOOD & BEVERAGE餐饮部SHANGRI-LA HOTEL, HANGZHOUSTANDARD OPEATION PROCEDURE杭州香格里拉饭店标准操作程序DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员TASK NO: 01号码 : 01TASK : How to clear soiled dishes工作职责 : 怎样 清洁脏盘子EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO内容HOW TO DO IT程序WHY目的Approach guest tableAsk for the permission to remove the dish from the tableRemove the dishes Discreetly leave the tableObserve guest after he has finished the foodSay : excuse me, sir/ madam , may I clear yourRemove the soiled dishes from the right hand side of the guestEnsure that is done quietly and neatly .Practice the 3 “s” , this is : scrape, separate , stack.* Do not try to clear too many dishes at one time , go a second and third time if necessary .* Do not clear more than 3 plates at a time Inform guest that we will serve him / herApproach from right side of guest , present your right leg forward and slightly bendFor the safety and less breakagePREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTEL, HANGZHOUSTANDARD OPEATION PROCEDURE杭州香格里拉饭店标准操作程序DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员TASK NO: 02号码 : 02TASK : How to clear and reset table工作职责 : 怎样 清洁及重新摆台EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO内容HOW TO DO IT程序WHY目的Approach guest tableStack the dishes Clear the tableAfter guest leaves approach guest table with trayHold the tray with left hand and clear with the free hand Stack the soiled dishes neatly on the tray to maximize the space * Do not over stack clear the napkin first , followed by the glasses the plates* Go 2 to 3 times if it is not possible to clear every thing at once .* If you use table cloth in the restaurant , complete bare table top should never be shown in point of guest or during operation To prevent accidents and breakagePREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTEL, HANGZHOUSTANDARD OPEATION PROCEDURE杭州香格里拉饭店标准操作程序DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员TASK NO: 03号码 : 03TASK : How to present bills工作职责 : 怎样 给客人呈帐单EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO内容HOW TO DO IT程序WHY目的When guest ask for the bill Print the bill Place the bill in a bill folder Approach guest table Give the bill to guest Answer with a smile and note the table number Print the check and check the table number , and the number of pax is correct Say : excuse me, sir / madam , open the bill folder in front of guest , allow the time to check .Paying by cash: Receive money from guest then post to infrasys machine Paying by credit card :Run credit card through EDC to get the authority number, let guest confirm and sign the bill compare the signature on the bill with the signature on the cardSigning to room :Give the bill to guest and ask to sign name , room number after he confirms . enter to infrasy after check the billThe first copy of the bill and receipt must be given back to guest .If the guest pays by credit card, we should keep the original signature give the copy to the guest after signing PREPAREED BY: Jimmy Lei起草人:APPROVED BY: James P. Smith 批准人:DESIGNATION SIGNATURE/ DATE职位: 签字/日期DESIGNATION SIGNATURE/ DATE职位: 签字/日期SHANGRI-LA HOTEL, HANGZHOUSTANDARD OPEATION PROCEDURE杭州香格里拉饭店标准操作程序DEPARTMENT: F&B 部门 :餐饮部 JOB TITLE: All staff 职务 : 所 有服务员TASK NO: 04号码 : 04TASK : How to polish glass ware 工作职责 : 怎样 擦杯子EQUIPMENT REQUIRED: 所需设备 : WHAT TO DO内容HOW TO DO IT程序WHY目的1 Prepare glass cloth 2. wet the glass ware3. Prepare polish the glass ware 4. repeat the process necessary Hold the base of the glass and cover with glass clothPlace the glass above the surface