F&BDepartment-TSPFnB-TSP-GEN034PagePAGE4ofNUMPAGES4工作
标准
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程序TaskStandardProceduresDEPARTMENT:F&BGeneralTSPCODE:FnB-TSP-GEN032任务:如何清除餐桌上的碎屑TASK:Howtocrumbatableafterameal?目标：员工知道如何在撤下主菜后2分钟内清除餐桌上的碎屑。OBJECTIVE:Staffwillknowhowtocrumbatableafteramealwithin2minutesafterclearingthemaincourseWhat’sfortheCompany?对酒店的意义Uphold5-starluxuriousimage树立五星级酒店的高档次Guestpaysforgoodservicetoo客人同时消费的是优质的服务What’sitinforStaff?对员工的意义Aprofessionalservicestandardtolearn学习专业的服务标准Youlookelegantandprofessional使自己看上去专业而优雅Maygetsome/highertips有利于得到更多的小费EFFECTIVEDATE:August15,2009REMARKS:Neverforgettopraiseandtomotivatewheneveryoucan.自我提醒,坚持标准________________________________________________________________________TRAININGAIDS&EQUIPMENTNEEDED:Sideplateandtablescrubber面包盘，扫台器序号No.步骤TaskBreakdown最低标准MinimumStandard注意事项Trainer’sNotes1.在客人用完主菜后，必须把所有餐盘、餐具Checktoensurethatallsoiledplates,cutleriesandsaltandpepperhavebeen。面包盘必须干燥、洁净、无裂痕。每次使用前，碎屑清理工具必须闪亮且无污点。清理的顺序为：女士优先，其次是男士，主人最后。Sideplatemustbedry,cleanandnotchippedscrubbermustbepolishedandfreefromstainmarkseachtimebeforeuseAlwaysstartwiththeladiesfirst,followedbytheguestsandthehostlast2.从边台取面包盘和碎屑清理用具。SidestationpreparationObtainasideplatewiththescrubber-展示餐桌清除碎屑前后的差异。Showthedifferencebetweenatablewhichhasbeencrumbedandonethathasnot3.走向餐桌，用“对不起，请允许我……”示意ApproachthetableMakepresencefeltbysaying,”Excuseme,mayI.....?”保持微笑。¼smile-强调礼貌的重要性。微笑服务StressimportanceofcourtesyandpolitenessServicewithasmile4.开始清理工作：从客人的右边入手，用右手注意清除客人面前桌上的碎屑。碎屑清理工具成45度角，从左到右划动。面包盘放在桌边，用以接住掉下的碎屑。注意不要让碎屑掉到客人身上。ProceedtodocrumbingofthetableStartontherightsideoftheguestanduseyourrighthandtobegintocrumbingthetablesectionbysectioninfrontofeachindividualguestsWithasimplestroke,motionfromlefttoright,holdingthescrubberata45degreeangleandthesideplatepositionedattheedgeofthetableallowingthecrumbstofallontothesideplate,takingcarethatitdoesn’tfallontotheguests划动不要超过4下主菜用完后，必须撤下盐瓶胡椒瓶。Donotcrumbwithmorethan4strokes.Saltandpeppermustbeclearedaftermaincourse5离开餐桌：清理完碎屑后，向客人致谢。把盛有碎屑的面包盘和脏餐具放在一起。WalkawayfromthetableThanktheguestwhenthetaskiscompletedPlacesideplatewithcrumbstogetherwithsoiledplates不要再次使用盛有碎屑的面包盘。当为另一张餐桌清除碎屑时，要用一个新的面包盘。Donotre-usethesideplatewiththecrumbs.UseafreshnewoneeachtimewhencrumblinganewtableDO’SDON’TSMakeyourpresencefeltfirst让客人知道你随时为他们服务Dousecleancrumbandplatetodothejob用碎屑清理工具进行清理Donotuselefthandapproachfromguest’sright!不要用左手从客人的右侧服务Donotforgettogivea¼smile不要忘记保持微笑 PreparedBy:MichaelGongExecutiveAssistantManager-F&B ApprovedBy:IljaPoepperGeneralManager ReviewedBy:IijaPoepperGeneralManager Date::
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