《星级酒店餐饮部咖啡厅操作手册sop》毕业学术论文.doc

PAGE 15 PAGE PAGE 15 咖啡厅操作手册 介 绍 Food and Beverage is a hugely diversified Department that has to cater to guests varied needs in a polite, friendly and professional manner while at the same time striving for optimum profitability. 餐饮部是一个大部门，它要在同一时间迎合客人在礼貌、友好、专业态度上的不同要求。同时追求最佳的效益。 As the public becomes more knowledgeable the demand upon the Food and Beverage Department to satisfy their needs becomes a greater challenge. To meet this challenge we need to provide our guests with a quality of service and product that is second to none. 当相关政策被人们所广泛熟悉的同时，餐饮部在满足客人的需求方面遇到的极大的挑战。为了迎接挑战，我们唯一能做的就是给我们的客人提供高质量的服务和产品。 To achieve this the Food and Beverage Department needs to set standards for quality of service and product. 为了实现这一目标，餐饮部制定了一系列有关服务和产品的标准。 This manual has been structured in a user-friendly format. Giving various job descriptions and job list with tasks and service standards relevant to that position. 这些准则有相当友好的界面格式。对不同的工作岗位进行了描述，列出了每个岗位的工作职责以及相关了服务标准。 The main objective of EZ cafe is to contribute to the profitability of the Food Beverage Department as well as to maintain a standard of performance that is expected in the entertainment industry. EZ咖啡厅的主要目标是在给餐饮部尽可能创收的同时，也要保持消费行业的服务水准。 APPEARANCE AND GROOMING 仪容仪表 OUR GOOD IMAGE BEGINS WITH YOU 树立良好形象 As a staff of cafe , you play a vital role in shaping the public image and reputation of one of Shanghri-La’s best restaurants. 作为咖啡厅的一名员工，你所树立良好大众形象及声誉对于这一香格里拉大酒店最好的餐厅起着致关重要的作用。 Providing good service, the kind of service that makes people want to return again and again, entails much more than simply knowing your job. The Hospitality Industry places special demands on personal qualities and conduct, that few other industries require. 提供良好的服务。这种服务能够使顾客乐意再来，而不是对你的工作只停留在简单的表面认识上。比其他的行业，酒店业对于个人的品德和操守的有特别的要求。 You have been employed for your specific job because we believe that you possess special skills and qualities, which will make you an asset to the company. The following guidelines will assist you in