国际品牌酒店 F&B BQT SOP

紫金港国际饭店

BANQUET SOP

OPENING A FUNCTION ROO活动场地的开放

1)Open the door and check the room

打开房门并检查房间

Switch on the lights, check the temperature and check if the room smells fresh.

打开灯，检查房间内的温度和房间内的气味

Check the setup of the tabletop according to the event order and check readiness of the utensils in the Service Station.

检查所有桌面上的摆台和服务台上的器具是否按照宴会单的要求布置好

All must be ready for service 30 minutes prior to the functions start and the guest arrive.

以上所有的程序必须在客人和活动开始前30分钟前检查完毕

Ensure that all of the preparation is done in time.确保所有的准备工作在规定时间内完成

Arrange the appropriate assignments to the staff.

合理安排、分配好员工的工作

OPENING AND SETTING UP A BAR布置酒吧和酒吧的使用

1)Set the bar table摆放酒水台

Set the bar table w ith skirting. The size of the bar number of tables is depending of the size of the event; how many guests, type & quantity of beverages required, etc

(Set up can differ per hotel, some hotel use mobile bar or glass tables, need to adjust according to individual hotel standards)

摆好酒水台并围好台裙。酒水台的大、小和数量要根据活动的需要来决定。如有多少客人，酒水的品种和数量等。（每家酒店的布置都会不一样，一些酒店会使用可移动的酒水台或者玻璃台，可根据自己酒店的需要来做调整）

Table must be in good condition and balanced.桌子要完好无损并平稳

Table cloth and skirting must be w ell pressed w ithout any stain and holes.台布和台裙要熨烫整齐并无污点和破损

2)Set glassw are on table在酒水台上摆放杯具

Set glassw are according to the types of beverage ordered.根据酒水单的要求摆放好不同种类的杯具All glassw are must be polished, free of spots and no chips.所有的杯具必须擦拭干净，不得有污点和破损

3)Set liquors

Arrange the liquor in descending order in term of bottle height w ith the tallest bottle in the middle.

摆放烈性酒的时候酒瓶要按照高、矮顺序排列，高的酒瓶要摆放在中间

All bottles must be full.

所有的酒瓶必须是未开封和满的

All bottles must be clean w ithout any stain.

所有酒瓶必须是干净和无污点的

4)Set condiments and others

烈性酒的摆放

酒水辅助用品和其它用品的摆放

Arrange ice cubes, lemon, straw s, stirrer, etc.

摆放冰块，柠檬片，吸管，搅拌勺等

Ensure beverage service trays are clean, sufficient, in good condition and ready for use.

确保有充足、干净和状态良好的酒水服务托盘来使用

CONDUCTING A ND ATTENDING ST AFF BRIEFINGS建立并主导员工班前会

1)Line up the staff集合员工

Staff to sand straight in one straight line.员工应整齐地站成一排

2)Check grooming检查仪容、仪表

Check grooming of the staff at the same time.检查员工的仪容、仪表在员工集合的时候

Check:

检查：Hair头发Nails指甲Uniform制服Shoes鞋Body odor体味

3)Do the briefing开班前会

To conduct pre-service brief ing on:Number of guests f or the event宴会客人的人数Meal type – set menu/buffet宴会的类型——桌餐/自助餐Service type服务类型Station & job responsibilities allocation per staff

每位员工的职责和工作岗位的分配VIP’s介绍宴会的贵宾Any other inf ormation the staff need to know to f ul f ill guests’ requests or to give to good service任何能够满足客人要求和提高服务的其它信息

1)Time时间

Attend the pre-service briefing at the time indicated on the w hite board.

在每一次班前会的时候都要将宴会摘要写在白板上

2)What to take什么道具

Be sure to take a pen and notebook, w hich is required for you to possess throughout the course of the service period.

确保有笔记本和笔，那些在服务过程中你的必需工具

3)Things to Write Dow n需要写下来的事情

1.Listen attentively to the follow ing sequence of events:留意以下的有关宴会进展的事宜：

name of function活动名称number of guests客人人数Timing时间pre-dinner drink requirements每次宴会酒水的要求meal to be served餐间服务drinks served during meal餐间酒水服务speech times演说时间Other work to be completed during shift其它的在宴会期间需要完成的工作

N OTE: Timings can sometimes change during the function; therefore it is absolutely essential that all staff check the white board throughout the function.

注意：时间在宴会期间会有变化，因此要让员工在整个宴会期间能够在白板上看到宴会的摘要

CHECKING THE BUFFET自助餐检查

1)Check the buffet table检查自助餐台

Check the number of buffet tables against guest attendance.

根据客人出席自助餐的人数核对构成自助餐台的桌子数量和尺寸

Check the access to the different station and is there enough space around it for the guests to move around.

核对自助餐台周围的通道并确保有足够的空间供客人走动

2)Decoration / appeal装饰/展示

s the buffet themed according to the event order自助餐的主题要根据宴会单的要求来制定

Does the buffet have a appealing look让自助餐看上去很好看

Does it look attractive让自助餐看上去很吸引人

Is the decoration clean, free of stains and in general good condition所有的装饰品要干净、整洁、有好的状态

3)Check the food items检查食品的陈列、布置

Hot food hot & Cold food cold?热菜要热、凉菜要冷

Check the distribution of food items over the different stations/buffets.

核对不同种类的食品是否放置合理并在适当的食品台和自助餐台上

Check the food presentation; colour, fresh look, final food decoration, etc.

检查食品的陈列，颜色，看上去是否新鲜和食品最后的装饰

4)Check chinaw are and cutleries检查餐具和瓷器

Check the quantity of all chinaw are and serving cutleries according to the attendance.

按照自助餐出席的人数来核对所有的瓷器和服务餐具

Make sure all chinaw are and cutleries are free of spots.

确保所有的瓷器和餐具不会有污渍

Are there sufficient chinaw are stations and easy

accessible for the guests.

要有易于客人取用的足够摆放瓷器的地方

5)Check the bar检查酒水台

Enough beverages to be offered for the gusts.提供足够的酒水给客人

Enough glassw are to be served.准备好足够的杯具

All glassw are must be free of spots and no crack.所有的杯具要无污渍和裂痕

Bar tender on stand by / beverage service trays酒水员要在岗/酒水服务托盘

6)The follow ing can be taken into consideration:以下的顺序需要考虑

Liaise w ith chef to check buffet for standards:与厨师长一起用标准来检查自助餐：

Number of buffet tables against attendance.自助餐桌子的数量根据用餐人数来定

Distribution of food items.食品的陈列Sequence of food食品的顺序

According the event order to check the items of the food set up.对照宴会单来核对食品的品种

REFRESHING A FUNCTION ROOM会议厅翻台

Standard标准

Rooms w ill be refreshed at every luncheon and coffee break.会议室翻台要在每一次午餐和茶歇的时候

1)Check w ith the organizer同联系人一起检查

When the meeting is stopped for a break or lunch, ask the organizer if it is ok to reset the room during the break.

当会议停下来在休息或者午餐的时候，征询联系人是否可以在这期间进行重新布置

Say w ith a smile and pleasant voice: ―Excuse me sir/madam or Mr. / Mrs. XXX, w ould it be suitable for us to refresh your meet ing room now?‖以温和的声音并带着微笑说“对不起先生/小姐或者某某先生/某某太太，现在可以对您的会议室翻台了吗？”

If no, leave the room as is and check again during the next break. If yes, continue below.

如果不行，离开会议室然后重复该步骤在下一次休息的时候.如果可以，就继续下面的步骤

2)Check and clean the room检查和清洁会议室

Empty the waste baskets清空废纸篓

Remove the ashtrays and replace them w ith fresh ones.更换烟灰缸

Put the fresh water in the water pitches / replace bottle.在水瓶中加入新鲜开水/更换瓶装水

Upon the guest leaving the room f or their break, collect used glassware and stack neatly onto trolley. Glassware is only chan ged during a lunch break.在客人离开会议室去休息的时候，

Replace sw eets.补充糖果

Move chairs so that they are perf ectly straight.整理整齐椅子

Set the fresh glasses on the tables.摆上干净的新杯子

Pick up any excess paper on the tables or floor.收拾在桌上和地上的无用的纸

Take out any finished food items.拿走所有吃过的食品

Remove any obvious rubbish from the guest’s tables. Replace any damaged coasters.

拿走所有客人桌上看得见的垃圾.更换有破损的杯垫

Reset coffee station in room with suff icient cups f or af t ernoon catering.

整理会议室里的咖啡台并准备足够的咖啡杯为下午的安排做好准备

3)Refill condiments补充辅助用品

Refill stationery box or replace w ith fresh one.补充文具盒或者更换新的

Refill flip chart papers.补充夹纸板的纸

Refill makers of required.补充必需的油性水笔

4)Check organizer同联系人核对

Use this moment to check w ith the organizer if the function is satisfying.利用这段时间同联系人核对是否对活动满意

Say w ith a smile and p leasant voice: ―Excuse me sir/madam or Mr. / Mrs. XXX, is everything to your satisfaction?‖

以温和的声音并带着微笑说“对不起先生/女士或者某某先生/某某太太，活动的一切让您满意吗？”

SET UP FOR A WESTERN MEAL西式摆台

1)Establish the correct location of the table餐桌摆放要合理

Ensure the location of the table is right.确保餐桌要有正确的位置

Set the chairs around the table according the number of guests.按照客人的人数布置餐椅

Make sure the table top i s clean and free of w ater spots.确保餐桌桌面是干净和没有水渍的

2)Lay the table cloth铺台布

Position the table clothes according to standard use the chair as guidance.铺桌布按照椅子摆放的标准来定位

Do not touch the table cloth unnecessarily and ensure the middle fold is in the middle of the table.

不要过多地触摸台布同时要确保台布的中缝要在餐桌的正中

Should you have to use tw o table cloth to cover

the table, ensure the edge of the upper cloth is

folded inw ards and in the middle of the table.

在餐桌上使用两层桌布，确保桌布上面的边缘线缝是向内折叠的，在餐桌的中部

3)Set equipment布置用具

According to the amount of the covers on the table set:桌面布置按照餐位总数来：

1.Salt & pepper shakers盐盅&胡椒盅

2.Ashtray and matches烟缸和火材

3.One flow er arrangement鲜花一盆

Make sure it is in easy reach of the customer.确保这些是客人可以很容易拿到的

Place napkin, use this as guidance for the rest of the setting. Napkins must be clean, pressed and folded into a napkin fold.餐巾定位，以餐巾的摆放来为其它的布置定位.餐巾一定要干净，熨烫齐整的并且餐巾的边缘线缝向内的Place dinner knives on right hand side of the covers:摆放正餐刀在餐位的右手边：

1.Blade face in刀锋向内

2.Straight摆放笔直

3.One thumb from edge of table和桌边有一根拇指的距离

Place dinner fork on left hand side of cover:摆放正餐叉在餐位的左手边

1.Straight 笔直摆放

2.One thumb from edge of table和桌边有一根拇指的距离

Allow enough space between fork and knife to be able to place a dinner place 30cm.

在正餐刀和正餐叉的中间要留大约30CM的空间摆放正餐盘

4)Hold the cutlery by the handle; make sure no fingerprints are on the blades

拿餐具的时候要拿柄，确保没有手指印在刀刃上

Place the butter plate on the left side of the cover and the dinner fork 6cm from edge of table.

黄油盘在餐位的左边，正餐刀距离桌边6CM

Place the butter knife on the plate.黄油刀在黄油盘上

5)Set glassw are摆放杯具

Place the w hite w ine glass at the tip of knife, set the red w ine glass above the w hite w ine glass, left top corner and place the w ater goblet / glass on the right top. All three glasses together should form a triangle.

白葡萄酒杯摆放在正餐刀的顶端，红葡萄酒杯些许超过白葡萄酒杯摆放在它的左边一点，水杯摆放在红葡萄酒杯右边上面。这三中杯子摆放在一起成三角型

Make sure the glasses are polish and clean.确保所有杯具是干净和铮亮的

CHECKING A FUNCTION ROOM检查活动房间

1)Get the event order拿到宴会单

Event orders to be collected by the clerk form the catering office every day.

每天从宴会销售办公室收集宴会单并装订成册

Request the latest update from the catering sales on the function要求宴会销售部提供最新的活动更新

Study event order, so you fully understand the guests’ requirements

研究宴会单，这样你会全面了解客人的需求

2)Set up of the room活动房间布置

Walk around table, look at the set-up and look at the skirting, tables, glasses, pads and pencils.

绕着桌子，着眼于布置和台裙，桌子，杯子，便签和铅笔

Skirting must be w ell pressed and straightened.台裙要是笔直和熨烫齐整的

Table cloth (if any) must be clean w ithout any spot and cracks.

台布（无论哪种款式）一定要是干净和没有污渍、破损的

Every seat must have a pad and pencil.每个位上一定有便签和铅笔

3)Check room status检查活动房间的状态

Use the ―Events Checklist‖ 使用“宴会单检查表”

White board and flip chart must be clean and w ithout dust and marker prints.

白板和夹纸板一定要是干净的、无灰尘，有白板笔的

Markers should be tested before function starts.白板笔在活动前一定要试一下

Check the floor and carpet.检查地板和地毯

Check the air condition.检查空调

Check the lighting.检查灯光

Turn on & off the equipment, no blow n bulb and set the A V.打开和关闭设备来检查有没有坏的灯泡并调试好音响和视频等设备Presentation lighting as needed.如果需要，检查展示灯

4)Inform manager or supervisor向经理或者主管汇报检查的工作

Inform your manager or supervisor that the room is ready for their final inspection

向经理或者主管汇报，活动房间已经准备完好等待他们最后的检查

SET UP A COFFEE / TEA BREAK咖啡/茶茶歇的布置

1)Refer to event order查阅宴会单

Read through event order, check w hat is the time for the refreshment and type of snacks?

从头阅读一下宴会单，确认提供点心的时间和种类

Coffee/tea and snack must be fresh and 15 minutes early before actual time.

咖啡/茶和小吃一定要新鲜并且在实际的时间前15分钟准备好

Number of persons for coffee break should be pre-arranged before the refreshment.

在点心准备以前要预先统计好茶歇的人数

2)Set up coffee station布置咖啡服务台

Lay out the tables required according to the floor plan and number of guests.

桌子的布置要按照平面图和客人的人数来制定

(T able can differ from hotel to hotel. Options; Oblong, rectangular, metal/glass, etc.)

（桌子可能因为酒店的不同有不同的选择；有长方型，矩型，金属/玻璃，等

Less than 20 PAX20人以下

1.On a banquet set w ith the correct w hite tablecloth and skirt.在茶歇的布置中使用白色的台布和以之相配的台裙

2.Place in centre furthest from the guest.摆台的地方要在活动房间的正中并远离客人区域

3.Place on the coffee station cups, saucers and teaspoons, one and half times the amount of guests.

咖啡杯、碟和咖啡勺要摆放在咖啡服务台上，数量要是客人数量的一倍半

4.Teaspoons must be placed on saucer behind the cup, w ith the handle near the cup handle on the right hand side. 咖啡勺要放置在

咖啡碟的上面和咖啡杯的后面，手柄要朝向右手方向靠近咖啡杯柄要和咖啡杯的杯柄方向一致

5.Place a main plate w ith a three fold for one bow l of w hite sugar and a bow l of coffee sugar. Also place a small jug of milk.在放置

糖、奶的盘子里要有3个盅分别放置白糖、黄糖和奶盅

6.One bow l of tea and a similar sized bow l both underlined w ith an entree plate.茶碗和相类似的碗都要用主菜盘来做垫盘

7.Tray jacks and stands w ill be placed by coffee station located in the foyer.托盘垫和托盘架要摆放在休息厅的咖啡服务桌的地方20人以上一张宴会桌（1张供80人）

1.Set w ith the correct w hite tablecloth and skirt.布置上白色的桌布和以之相配的台裙

2.Place in centre furthest from the guest.摆台的地方要在活动房间的正中并远离客人区域

3.Place on the coffee station cups and saucers; ensure to place more coffee cups than the number of guests.

在咖啡服务桌上布置咖啡杯、碟，确保要有超过实际客人人数的数量

4.One bow l of tea and a similar sized bow l both underlined w ith an entree plate is to be placed in front of the hot plates. 茶碗和相

类似的碗都要用主菜盘来做垫盘

On a Half Moon (1 per 60 pax)一张半圆桌（一张供60人）

1.Set w ith the correct w hite tablecloth and skirt. 布置上白色的桌布和以之相配的台裙

2.Place an empty bow l underlined w ith an entree plate, tw o ashtrays and an entree plate w ith a three fold napkin for milk.放一个有垫

盘的空碗、两个烟灰缸和一个放有喝牛奶时使用的三折餐巾的垫盘

3.Tw o mint bow ls are required for the w hite sugar and the coffee sugar. They are both underlined w ith side plates.两个有垫盘碗用来

盛白糖和黄糖

4.Teaspoons are arranged neatly in a bread basket and also placed on the half moon

咖啡勺整齐地放置在半圆桌上的面包篮里

5.Tray jacks and stands w ill be utilised by the foyer coffee station.托盘垫和托盘架要摆放在休息厅的咖啡服务桌的地方

3)Lay table cloth (Optional)铺桌布（可选择）

Lay tablecloth w ithout stain, torn and holes.铺上的桌布不能有污渍，裂缝和洞

4)Skirt the table (Optional)围台裙（可选择）

Use the skirting clips to skirt the table.用台裙夹将台裙围在桌子上

Skirting must be w ell pressed and straight w ithout stains and holes

台裙一定要是笔直的熨烫齐整的，没有污渍和洞

5)Set cups and saucers摆放杯子和垫盘

Set required number of cups and saucers on left end of table. Stack two cups high.

摆放足够的杯子和杯垫在咖啡服务桌的左边尽头。分两层堆放

Set as per function sheet. Do not use chipped or cracked chinaw are.

在每个活动期间，不要摆放有裂纹和破口的瓷器

6)Set required flatw are摆放必须的餐具

Set coffee teaspoon on the right side of cup and saucer.将咖啡勺摆放在咖啡杯和咖啡碟的右边

All flatw are should be neat, free of w ater spots.所有的餐具必须是整洁和无污渍的

7)Set coffee pot/machine.摆放咖啡壶/咖啡机

Set tw o-polished coffee pot mid way on table and forw ard the backside.

摆放两个擦拭诤亮的咖啡壶在桌子中间可以迅速地拿到后面的地方

One for coffee, the other for hot w ater. Or Set up and connect the automatic coffee machine. Check the quantity of beans in the grinder.

一个装咖啡，另一个装热水或者安装一台自动咖啡机并且检查里面的咖啡豆够不够用

8)Set tea bags摆放茶包

Place tea box filled w ith a selection of different tea bags on the table.

在咖啡服务桌上要摆放用不同种类茶包装满的茶盒

Place small bow l (e.g. cereal bow l) next to the tea box for the used tea bags.

摆放小碗（例如麦片碗）在茶盒的旁边用来放置用过的茶包

9)Set lemon rings摆放柠檬圈

Place a small dish of lemon rings on table.摆放一个小盘装柠檬圈放在咖啡服务桌上

Lemon must be fresh & w ashed before cutting.在切柠檬圈之前要保证柠檬是干净和新鲜的

Place small bow l (e.g. cereal bow l) next to the lemon for the used lemon.

摆放小碗（例如麦片碗）在柠檬的旁边用来放置用过的柠檬圈

10)Set sugar bow l and creamer放置糖缸和奶盅

Place the sugar bow l w ith packets of raw sugar, plain refined sugar and sw eet low sugar on the table.

摆放糖缸在咖啡服务桌上，里面有小包的白砂糖、普通糖和低糖的糖包

The sugar bow l must be cleaned before refilling to the sugar packets.在添装糖包前一定要清洁糖盅

11)Add creams and fresh milk添加奶油和新鲜牛奶

Add the cream & the milk into the creamer for the guest. Handle of creamers must face the guest for easy handling.为客人在奶盅中添加奶油和牛奶，奶盅的把手必须是朝向客人和客人容易拿到的

Cream and milk must be fresh.奶油和牛奶必须是新鲜的

12) Set juices (if required)摆放果汁（如果需要

Place the pitchers of juice in a bow l of crushed ice on the right side of urns.Or Placed the juice dispenser on the table and fill the inside tube w ith ice.把装果汁的果汁壶放在一个装有碎冰的碗里，放在茶壶的右边或者把里面装着冰的果汁机放在桌上

Add tw o slices of orange in the orange juice and slices of apple to the apple juice.

在柠檬果汁里加放两片柠檬，在苹果果汁里加放两片苹果

12)Set glassw ar摆放杯具

Place the required number of glasses on the table next to the juice pitches.在果汁旁边摆放要求数量的杯子

Glasses must be free of spots and cracks.杯子一定不能有裂纹和污点

13)Set B/B plate (if pastries are required)摆放面包盘（如果有西点的要求）

Set the required number of B/B plates on the table.摆放数量充足的面包盘在桌上

Set the dessert forks in a folded napkin on a plate. 用餐巾包好甜品叉放在盘子里

Flatw are & chinaw are must be w ithout spots and chips.餐具和瓷器都不能有污点和裂纹

Buffet signs should match w ith all items on table.所有的食品都要有相配的标牌放在桌上

14)Decoration装饰

Ensure the decoration is according to the theme. Place props on the table as decoration accordingly.

确保装饰要和主题一致。根据装饰要求不同摆放不同的装饰道具

SET UP A COCKT AIL T ABLE鸡尾酒桌摆台

1)Layout the table打开桌子

Lay out the round table spread evenly in the function room. 在活动的房间里平坦地打开圆桌

The table must be in good condition, no damage and no shaking table.桌子必须要有好的状态，不能有破损，不能有摇晃

2)Linen布草

Lay the table cloth to cover the table. The table cloth should be clean w ithout any strains & holes.

打开桌布铺在桌子上。台布要是干净的没有洞和褶皱的

If the cloth does not touch the ground completely, use the skirt clip to skirt the table.

如果台布不能完全地垂地，使用台裙夹将台裙围在桌子上

The skirting must be w ell pressed, straight and no holes.台裙要是笔直，熨烫齐整和没有洞的

3)Set table摆台

Set ashtray, matches, bud vase, tit-bits and cocktail napkins.

在桌子上摆放烟灰缸，火柴，小花瓶，小吃和餐巾纸

Chinaw are are all clean w ithout spots and cracks.瓷器要是干净的没有污点和缺口

Cocktail napkins should be folded nicely in diamond style.餐巾纸要折叠成好看的菱形

4)Final check最后的检查

The cocktail table w ill be al w ays as follow s:鸡尾酒桌例行的检查程序：

Cocktail table (round table) must be in good condition and not broken.鸡尾酒桌（圆桌）一定要有好的状态和没有破损的Table cloth must be clean and no any hole.台布要是干净和没有洞的

Ashtray must be cleaned and not chips.烟灰缸要是干净和没有裂缝的

Matches must be filled full.火柴一定要是满的

Bud vase must have fresh flow er.小花瓶一定要插上鲜花

Tit-bits must be filled at all times.在鸡尾酒会的时间里，小吃一定要是充足的

Cocktail napkin are folded in diamond style and placed in glass.餐巾纸要折叠成好看的菱形放在杯子里

SETTING UP A SIT DOWN BUFFET布置坐式自助餐

1)Set up the tables摆放桌子

According the event order to set up the buffet table.按照宴会单的要求来布置自助餐桌

2)Skirt the table (If required)用台裙围桌（如果需要）

Lay table cloth on the table and skirt either w ith skirting and clips or skirt w ith a tablecloth.

展开台布铺在桌子上用台裙夹将台裙围绕桌子卡在台布上

3)Decorate 装饰

Set up buffet table a co-ordinate w ith kitchen artist to decorate and set up the buffet table.

布置自助餐桌的时候要配合厨房美工对自助餐桌进行装饰

4)Equipment设备

Co-ordinate w ith stew arding to set up the chaffing dish.联系管事部摆放自助餐盒

If required, co-ordinate w ith engineer to set up AV equipment and music arrangement.如果需要，联系工程部安装灯光设备和音响Set the service utensils as last according to the dish / f ood item.按照菜品/食品的种类不同摆放服务器具

5)Final最后

Final check to make sure everything is prepared.最后检查已确保所有的都已经准备好

SET UP A CLASSROOM STYLE课桌式的摆放

1)Lay out an IBM table (International size: 183cm x46cm)打开会议桌

（国际尺寸：183cm x46cmLay out the number of tables required according to the floor plan and centralize them.

按照平面图的要求数量，集中、布置好会议桌

Lay out the remaining row by leaving 3 feet gap in betw een the row.在布置时行与行之间要有3英尺的距离

Gap betw een row s must be even.行与行之间的距离要是等距的

The center aisle must be 3 feet away. 中央的过道必须要有3英尺的距离

2)Lay the felt cloth (Depending of the hotels’ standard, some hotels use not cloth)

铺台呢（依据酒店的标准来，有些酒店不用）

Lay the green felt and skirting it w ith a clip.在桌上铺好台呢围上带台裙夹的台裙

The skirting must be w ithout stains and holes.台裙一定不能有污渍和洞

3)Put dow n the chair 摆放椅子

Place 3 chairs per table, unless especially request by the guest and the chair must spread evenly.

每张桌摆放3张椅子，除非客人有特殊要求，椅子要摆放均匀

4)Set table top setting 桌面布置

Set leather pad, pencil tray on the left hand side of the pad and the glass/w ater tray on the top of the pad for each delegate.

在每位客人的位置上放置一个皮质的垫子，铅笔在垫子上的左边，杯子/水瓶在垫子的顶端

Add one pencil in the tray and a w riting pad or 4 sheets of paper on the leather w riting pad.

增加一支铅笔和4页的白纸或者书写纸在皮质的垫子里

Pad / pencil must be in the center of the chair and the glass must be free of spots.

垫子/铅笔必须正对椅子的正中，杯子一定不能有污渍

Place clean glass, bottle of w ater and 3 different mints/sw eets in the top tray.

在顶端的盘子里要放置干净的杯子，瓶装水和3种不同的薄荷糖/糖果

5)Check the alignme 对齐

The table and all of the things set on the table must be straight, w hen view ing them from the back of the classroom.

当在课桌式的后面检查时，桌子和所有桌面上布置的东西必须是对齐的

SET UP THEATER AND HEAD T ABLE STYLE摆放剧院式和主桌

Mis En Place 摆放

Mis en place for Head Table:主桌的摆放

1. A banquet table covered w ith a tablecloth and skirted.用台布和台裙装饰好的宴会桌

2.One entree plate, w ith three-fold napkin, per every three guests, for ice w aters. 每3个客人共用一个垫盘，下面带有3张餐巾折叠

的放置冰水用的垫

3.One entree plate, w ith doily, per every three guests, for glasses.每3个客人共用一个垫盘，下面带有花纸用来放置冰水

4.For each person a pad and a pen.每个位上摆放垫子和笔

Mise En Place for Theater Style:剧院式的摆放：

1.All chairs shall be set in neat straight lines for the required amount.

足够数量的椅子必须是摆放整洁，笔直成一条线

2.Alw ays leave room around the exits for guest’s movement.

总是要在出口的地方留出空间供客人进出

3.Alw ays leave a centre aisle w here possible总是尽可能地在中间留出过道

1)Lay out head table摆放主桌

Lay out the Head table and centralized it in the room.在房间的正中摆放主桌

2)Lay out tablecloth 铺台布

Lay outs the table cloth and fold it facing the back of the room.

铺台布时台布折叠的边要朝向房间的后面

Make sure the tablecloth is w ell pressed, clean w ithout stain and small holes.

确保台布要是平整，干净没有污渍和小洞

3)Skirt the head table 给主桌围台裙

Use the skirt clip to skirt the head table.使用台裙夹给主桌围上台裙

Ensure skirting is clean w ithout stain and w ell pressed.

确保台裙是干净，笔直熨烫齐整和没有污渍的

4)Set the chairs 摆放椅子

Set chairs in a row.成排地摆放椅子

Set first row of chairs 6 feet from the edge of the Head table or stage.

摆放第一排椅子要和主桌或者舞台边缘要有6英尺的距离

Chairs must be clean w ithout dust and in a straight line.

椅子必须是干净没有灰尘，成一条直线的

Leave 2.5 feet betw een each row of chairs for enough spacing.

为保持足够的间距，每排椅子之间要2.5英尺的距

For larger events, consider passing w ays in the middle of several rows.

大多数活动,考虑到客人的流动都会在中间留有几个通道

5)Set ashtrays 摆放烟灰缸

Place standing ashtrays at side.在房间边上摆放立式烟灰缸

The ashtrays must be clean w ithout any chips.烟灰缸要是干净的没有裂纹的

6)Set amenities for the head table 摆放主桌用具

Set ashtrays, goblet, pitcher, as per mis en place or guest requirements.

在每个位上摆放烟灰缸,水杯,水壶或者按照客人需要来布置

7)Check the setup检查布置

Walk around the room.巡视整个房间

Check through every seat in a straight line by using a long piece of string.用一根细绳来检查每个位子是否笔直Goblet is clean w ithout spots.、水杯要是干净和没有污渍的

AV staff to check sound, microphones, etc.音控员工检查音响系统,麦克风,等

The AV requirements for the meeting must be considered w hen setting a meeting - ensure all guests have a good view. 会议音响系统要充分考虑到并确保客人在会议中的有好的效果

SETTING UP U-SHAPE STYLE布置U型会议

Mice en place摆台

https://www.360docs.net/doc/9d6289468.html,e banquet tables covered w ith the appropriate tablecloths.使用带台布的会议桌

2.Pads and pens for the guests attending.每个位上摆放垫子和笔

3.Water glasses for each delegate.每个位上摆放水杯

4.One entree plate, w ith three-fold napkin, per every three guests, for ice w aters.

每3个客人共用一个垫盘，下面有3张餐巾折叠的放置冰水用的垫

5.One entree plate, w ith doily, per every three guests, for glasses.

每3个客人共用一个垫盘，下面带有花纸用来放置杯子

6. A mint bow l underlined w ith a side plate per three people.每3人用一套带垫盘的薄荷糖碗

7.Skirting is required inside the U shape.U型台型的里面必须用台裙围上

1)Lay out table摆放桌子

Lay out the number of tables required and centralize them to indicate the correct position.

足够的桌子必须摆放在房间正中正确的位置

The chair spacing must be w ell balance and not too congested.椅子的摆放的间距要一致，不能太拥挤

The ―open‖ part if the U has to face the presentation area/speaker.开口位置要朝向主席位置/演讲人位置

2)Lay table cloth 铺台布

Lay out the table clothes and fold it facing the back of the room.

铺台布时，台布折叠的边要朝向房间的后面

Make sure the table cloths are not torn and the folding must face the back of the room.

确保台布不能有裂缝同时台布折叠的边要朝向房间的后面

The edge of the table must be balance.台布的两边要是等齐的

3)Skirt the table围台裙

Use the skirt clip to skirt the table.使用台裙夹围台裙

Make sure skirting is clean, w ith out stain and holes.确保台裙是干净，没有污渍和洞

4)Set table top setting桌面摆台

Set leather pad, pencil tray on the left hand side of the pad and the glass/w ater tray on the top of the pad.

在每位客人的位置上放置一个皮质的垫子，铅笔在垫子上的左边，杯子/水瓶在垫子的顶端

Add one pencil in the tray and a w riting pad or 4 sheets of paper on the leather w riting pad.

增加一支铅笔和4页的白纸或者书写纸在皮质的垫子里

Pad / pencil must be in the center of the chair and the glass must be free of spots.

垫子/铅笔必须正对椅子的正中，杯子一定不能有污渍

Place clean glass, bottle of w ater and 3 different mints/sw eets in the top tray.

在顶端的盘子里要放置干净的杯子，瓶装水和3种不同的薄荷糖/糖果

5)Set the chair 摆放椅子

Put dow n the chair along the u-shape, set 3 chairs per table.

让椅子沿着U型摆放，每张桌子摆放3张椅子

Spacing between each seat must be even and not be too congestive.每把椅子之间的间距是一致不要太拥挤6)Check the set up 检查摆台

Walk along the u-shape.沿着U型检查

Check through every seat, make sure the glass has no spots and cracks, the chairs have no dust.

检查每个位，确保杯子不要有污渍和裂口，椅子不能有灰尘

Pencil and pad and sweet are nicely set. 铅笔和垫子、糖果要摆放漂亮

SET UP HOLLOW SQUARE STYLE口字型会议布置

1)Lay out table摆放桌子

Set per task u-shape but open side should be closed in.

按照U型来摆台但要把开口的地方封起来

2)Lay tablecloth铺台布

Lay out the table clothes and fold it facing the back of the room.铺台布时台布折叠的边要朝向房间的后面Make sure the table cloths are not torn and the folding must face the back of the room.

确保台布不要有裂纹同时折叠面要朝向房间的后面

The edge of the table must be straight.桌子的边缘要是整齐笔直的

3)Skirt the table围台裙

Skirt the inside of the hollow square.在口字型的里面围上台裙

Use the skirt clip to skirt the table.使用台裙夹来围台裙

Make sure the skirting is clean, w ithout stain and holes.确保台裙是干净，没有污渍和洞的

4)Set table top setting桌面摆台

Set leather pad, pencil tray on the left hand side of the pad and the glass/w ater tray on the top of the pad.

在每位客人的位置上放置一个皮质的垫子，铅笔在垫子上的左边，杯子/水瓶在垫子的顶端

Add one pencil in the tray and a w riting pad or 4sheets of paper on the leather w riting pad.

增加一支铅笔和4页的白纸或者书写纸在皮质的垫子里

Pad / pencil must be in the center of the chair and the glass must be free of spots.

垫子/铅笔必须正对椅子的正中，杯子一定不能有污渍

Place clean glass, bottle of w ater and 3 different mints/sw eets in the top tray.

在顶端的盘子里要放置干净的杯子，瓶装水和3种不同的薄荷糖/糖果

5)Set the chair摆放椅子

Put dow n the chair along the u-shape, set 3 chairs per table. 沿着口字型的桌子来摆放椅子，每张桌子

摆放3张椅子

Spacing betw een each seat must be even and not to congest.每把椅子之间的间距是一致不要太拥挤

6)Decoration装饰

If required the middle part w ithin the Hollow Square can be decorated w ith flow ers, ice carvings, etc.

口字型上面要有鲜花装饰，冰雕等

Should be specially noted on the event order, other w ise no need.

按照宴会单上的要求装饰，其它的就不需要了

7)Check the set up检查摆台

Walk along the u-shape. 沿着口字型检查

Check through every seat, make sure the glass has no spots and cracks, the chairs have no dust.

检查每个位，确保杯子不要有污渍和裂口，椅子不能有灰尘

Pencil and pad and sweet are nicely set. 铅笔和垫子、糖果要摆放漂亮

SET UP CHINESE WEDDING FUNCTION布置婚宴

1)Set up function room布置活动房间

According to event order to set up stage and decorating it.按照宴会单的要求来布置舞台和装饰

Arranged red carpet from the main entrance to the stage and make sure it is located properly and securely.

在正中的通道到舞台的位置布置红地毯并确保在正中位置和安全

Arranged changing room according to event order or meet their requirement.

按照宴会单的要求布置更衣室或者满足客人的需要

Set up table according to the event order.按照宴会单的要求来布置餐桌

Lay the table cloth; make sure it meets the requirement according to the event order.

铺台布时确保满足宴会单的要求

Lay the skirt for head table according to the event order.按照宴会单的要求给主桌围上相应的台裙

Decorate w edding cake knife w ith ribbon.用丝带给婚礼蛋糕的刀做装饰

2)Function room decorating场地装饰

Decorate the function room according to the event order and co-ordinate w ith host or events’ organizer to meet their requirement.场地的装饰要满足宴会单的要求并满足联系主办人或者具体操作者的需要

Refer to Chinese sit dow n meal set up but use the red table cloth w ith fresh flow er center pieces.

摆台的布置要参考中式宴会的布置，使用红色台布和布置鲜花在桌上中间

3)Set up A V equipment布置音响设备

Co-ordinate w ith engineer to set up AV equipment and wedding music well arranged.

配合音控员安装好音响设备和准备好婚礼进行曲

4)Final check最终检查

Final check to make sure everything is prepared and w ell arranged.

最终检查以确保所有的都已经准备好和安排妥当

SET UP FOR A FASHION SHOW布置时装展示

1)Set up function room布置活动场地

Set up stage and decorate it.布置并装饰舞台

Arrange red carpet from the main entrance to the stage and make sure it is located properly and securely.

在正中的通道到舞台的位置布置红地毯并确保在位置合适和安全

Arrange changing room close to the stage according to event order or meet their requirement.

更衣室要很靠近舞台，按照宴会单的要求或者客人的需要来安排

2)Decorate function room装饰活动场地

Decorate the function room according to the event order and co-ordinate w ith host or events’ organizer to meet their requirement.场地的装饰要满足宴会单的要求并满足联系主办人或者具体操作者的需要

3)Room set up房间内的布置

Set up table according to the event order.按照宴会单的要求来布置桌子

Lay the table cloth; make sure it meets the requirement according to the event order.

铺台布，确保满足宴会单上的需要

Lay the skirting for head table according to event order.按照宴会单的要求给主桌围上台裙

4)Set up A V equipment 布置音响设备

Co-ordinate w ith engineer to set up AV equipment and music well arranged.

配合音控员安装好音响设备和准备好相关音乐

5)Final check最终检查

Final check to make sure every thing is mise-en-place and w ell arranged.

最终检查以确保所有的都已经准备好和安排妥当

BOARDROOM STYLE SET UP大会议桌式的布置

1)Mice en place 摆台

https://www.360docs.net/doc/9d6289468.html,e a combination of banquets and half moon covered w ith the appropriate tablecloths.

用宴会桌联合组成大会议桌，摆上半圆桌铺上合适的台布

2.Pads and pens for the guests attending.在客人的位子上布置铅笔和垫子

3.Water glasses for each delegate.每个客人位子上布置水杯

4.One entree plate, w ith three-fold napkin, per every three guests, for ice w aters.

每3个客人共用一个垫盘，下面有3张餐巾折叠的放置冰水用的垫

5.One entree plate, w ith doily, per every three guests, for glasses.

每3个客人共用一个垫盘，下面带有花纸用来放置杯子

6. A mint bow l w ith a side plate under liner for every three people.每3位客人使用一个带垫盘的薄荷糖碗2)Important Points 重点

1.Classrooms may sometimes be used instead of banquets; in this case you cannot use half moons.

有时侯是需要课桌式的布置而不需要大会议桌式，在这种情况下可以不使用半圆桌

2.Linen edge facing door has to be level or the centre folds have to be straight.

台布的边缘是等高、平齐和朝向门的折叠的中缝要平整

3.The settings have to go: Mints - Water - Glasses going away from the presenter dow n the centre of the table.

摆台遵循以下原则：薄荷糖—水—杯子，这些东西不要靠近客人的位，摆放在大会议桌的中间4.The half moon is used away from the presenter and the audio visual.

半圆桌要远离位子在上面摆放音频设备

HOW TO SERVE A COCKT AIL RECEPTION如何服务鸡尾酒会

1)General总序

Room and Service staff should be ready 30 minutes prior to function.

场地和服务的员工要在活动开始前30分钟准备好

At least 15 minutes food for buffet line to be placed on buffet table.

自助餐的食品最少在15分钟内在自助餐台上摆好

F & B attendant are all located on their respectivestations.餐饮服务员要待在各自的岗位上

Remove food covers upon banquet manager direction.在宴会经理的指示下打开食品的盖子

During receptions, keeps area as clean as possible by picking dirty china, glassw are and linen.

在整个鸡尾酒会期间，要保持各个区域的干净，尽可能地收走脏的瓷器，杯子和布草

Check floor for any paper or garbage.检查地板上的纸和垃圾

2)Pre-tray drinks.酒水分配

Bar attendant to pre-tray beverages once guest starting to enter the room.

一旦客人进入时酒水员要分配好酒水在托盘里

Stand by w ith a selection of drinks on the service tray.准备挑选好的酒水站立一旁

Alw ays have at least 5 to 6 different types of drinks on the service tray together w ith cocktail napkins.

一般要挑选5到6种不同种类的酒水和餐巾纸一起放置在托盘里

3)Approach the guest.靠近客人

Walk tow ards the guests when guests proceed to the room.面向客人走去当客人进入房间

Welcome the guests w ith a very w arm smile.带者热情的微笑欢迎客人

Greet the guests, ―Hello, Mr/Mrs/Ms XXX or Sir or Madam, w hat would he/she like to have a drink.

向客人问候，“你好，先生/太太，某某小姐或者某某先生或者某某女士，需要什么饮料吗？”

4)Serving the guest.为客人服务

Serve guests the drink w ith a cocktail napkin. 给客人带着餐巾纸的饮料

Sometimes the guest takes the beverage off the trays themselves; take care not to unbalance the tray!

有时候客人会自己从你的托盘里拿走饮料；这时候要注意保持托盘的平衡

The cocktail napkin should be given together w ith the glass easiest for the guest to hold.

餐巾纸同杯子一同拿给客人这样让客人比较容易地拿住

More around the room and keep eyes to the guest to accompany w ith a service tray.

拿着托盘不停地在房间里巡视眼睛要随时关注客人的需要

When the guest holding the empty glass, al w ays automatically approach the guest for another drink by saying,

―Excuse me, Mr/Mrs/Ms/Sir/Madam, w ould you like to have another drink?

当客人拿着空杯子的时候，要拿着其它的饮料主动地走向客人说“打扰一下，先生/太太/小姐/女士，还需要再来一杯吗？”SKIRTING T ABLES围上台裙

1)Standard 标准

All tables used for the display of food or for trade displays are skirted. All stage pieces are

Skirted.

所有的食品展示或者商业陈列都要围上台裙.所有的舞台类的也必须围上台裙

All tables to be skirted must be skirted fully around the table w ith the left over portion neatly tucked under and secured on the underneath of the table.

所有的围上台裙的桌子都要围满,多余的部分要巧妙、安全地隐藏在桌子的下面

The front of the table as first seen by the guest is not to contain the left over portion.

桌子前面部分是客人第一眼将看到的,不能将多余的部分从前面隐藏

2) How is skirting achieved? 如何围台裙？

The skirt must be fully fastened to the table. 台裙必须紧密地扣紧桌子

When a skirt is dirty, it is placed in the dirty linen container, but kept separate to the other linen, as it must be cleaned separately.

当台裙弄脏后,要把它同其它的脏的布草分开存放,台裙需要单独清洗

When placing a buffet or tables by the staircase or w indows the rear of the tables shall either be skirted or boxed so that guests do not see the table legs.

当自助餐桌或其它桌子在楼梯或者窗户边上时,要围上台裙或遮住,避免客人就看见桌子腿

REFRESHING COFEE & TEA BREAKS茶歇翻台

1)Read the event order阅读宴会单

Check w hat time the breaks supposed to be served 查阅原定休息时间

2)Check w ith the organizer. 同会议负责人确认

Double check w ith the organizer for the timing of the break, there might have been a change in their meeting program.再次同会议负责人确认休息时间，有可能他们会改变会议的进程

3)Check w ith the kitchen同厨房确认

Liaise w ith the kitchen for the proper timing.同厨房确认准确的时间

Make sure the pastries or other food items are fresh.确保甜品或其它的食品保持新鲜

4)Prepare准备

Prepare the refreshment 15 minutes before the break.在休息前15分钟准备好点心

Ensure sufficient plates and other utensils are available.确保盘子和其它器具足够使用

Ensure the automatic coffee machine has enough beans and w ater to supply the coffee.

确保自动咖啡机内有够用的咖啡豆和水

Refill sugar and creamers.装满糖和奶

Ensure the lighting is sufficient and the temperature is pleasant.确保光线充足温度合适

PREP ARING RECEPTION DESK AND SIGNBOARD准备接待台和告示牌

1)Prepare the linen 准备布草

Before w e set up a reception table w e must prepare the skirting and linen.

在布置接待台以前我们要先准备好台布和围裙

The table cloth must be in good condition, no holes & stains.台布一定要有好的状态，不能有洞和污渍

2)Prepare the table 准备桌子

Set up a reception table according to the floor plan on the event order or follow ing the guests’ request.

按照宴会单里的平面图或者根据客人要求放置接待台

3) Prepare the signboard 准备告示牌

Signboard must be polished before w e put it at the entrance of the function.

在把告示牌放置在会议室的入口之前要把它擦拭诤亮

Make sure it is facing the direction w here the guests are coming from. If there are two direction, you w ill need tw o signboards

确保告示牌要朝向客人来的方向.如果有两个方向，那你需要提供两块告示牌给客人

Check the name of the function w hether it corresponds w ith the signboard w ording and double check the spelling.

检查活动名称是否同告示牌上的一致同时再次检查拼写

FINDING OUT THE MEAL AND BREAK TIMES了解正确的用餐和茶歇时间

1)Check w ith organizer同活动负责人确认

The banquet supervisor must check w ith the organizer if there is a time change for the scheduled break or meal.

宴会主管人必须同活动负责人确认是否改变了预定的用餐或者休息时间

This checking can be done during the function or after an early meal or break.

这个确认要在活动进行中或者在用餐或休息前较早的时候

Discretely approach the organizer and say：―Excuse me sir / madam or Mr. / Mrs. XXX, your coffee break/lunch/ dinner is sch eduled at XX o’clock, is this time still correct?‖

不要引人注目地靠近活动的负责人然后说：“打扰一下先生/女士或者某某先生/某某夫人，你们的茶歇/午餐/晚餐在预定的某点，可以按照这个时间准备吗？”

2)Confirm the break time确定时间

Confirm clearly w ith the guests the time, repeat the time to make sure you completely understand.

同客人确定准确的时间，重复时间以确保你充分了解

Say：―Excuse me sir / madam, you w ould like to postpone (or bring forw ard) your lunch or next break by XX minutes, this w ill be th en XX o’clock. Is that correct?‖

重复时说：“打扰一下先生/女士，你需要推迟（或者提前）你的午餐或者下一次茶歇某某分钟到某某点.对吗？

3)Liaise w ith the team同团队联系

Immediately bring the information to the rest of the team; chef, stew arding, head w aiters, key staff, etc.

立即把消息通知给团队里的同事；厨师长，管事部，主要负责的服务员，关键位置的员工，等等

PREP ARING A SIDE STATION准备备餐台

General总序

Items w hich may be kept at a side station are: flatw are, chinaw are，glassw are and condiments.

需要在备餐台上准备的：餐具，瓷器，杯具和调味品

All silverw are, glassware, chinaw are to be spotless, ensures the linen is in good condition w ith no holes and strains.

所有的银器，杯具，瓷器要是没有污渍.确保布草要有好的状态并且没有洞和裂纹

Keep side stations clean and replenished throughout the shifts.保持备餐台的干净整洁并随时补充

Do not use the side station to store the dirty dishes.不要用备餐台来放置脏的盘子

Tray stands are not to be used as a side station.托盘架不能放置在备餐台上

1)Check station itself检查备餐台自身

Ensure the station is clean on the outside and inside.确保备餐台里里外外都是干净的

The station should be free of scratches, marks and damage.备餐台要没有擦伤，记号和损伤

2)Condiments调味品

Special attention to be given to the condiments stored at the side station.特别注意在备餐台上的调味品的摆放

1.Refill half empties.空了一半就要补充

2.Assure cleanliness of the cover, rim and body of all jars and bottles.

确保瓶子，罐子的盖子和瓶身、瓶缝都要是干净的

3.Rotate condiments properly. First opened condiments are the first to be used.

适当地摇动调味品当第一次使用的时候

3)Equipment设备

Check that all appropriate equipment needed for the operation is available.检查所有操作中可能用到的设备

Check for a service utensils, trays, tray stand, tow el s, milk glasses, tea coffee pots, w ater pitchers and other items as needed for events.

检查服务用具，托盘，托盘架，毛巾，牛奶杯，茶/咖啡壶，水壶和其它活动能用到的东西

4)Linen布草

Ensure linen is re-stocked and nicely sacked to avoid crinkles.确保布草放置的时候要包装好避免褶皱

5)Clean up before your duties are finished工作结束前要把备餐台打扫干净

Ensure that the stations are left clean, restocked and w iped w ith a damp cloth to clean it.

确保备餐台的干净，用湿的布将备餐台上的用具擦干净后保存

BACK OF HOUSE MAINTENANCE – STOREROOM & P ANTRY后勤维护- 库房&备餐间

1)Location of items in store-room and pantry 设备在库房和备餐间的位置

Each item must be stored in its ow n location. 每一项设备都要存储在它自己的位置

Store room should have tw o areas; one for larger pieces of equipment like tables and stages, etc and one area for smaller items like pencils, pads, linen, etc.

库房需要分成两块地方;一块用来放置大型设备例如桌子和舞台等,另一块用来放置一些小的物品例如铅笔,垫子,布草等

Fast moving items should be placed in the front in easy reach.

经常使用的物品要放置在前面部分使它容易拿到

2)Adopt and in and out policy 制订进出的规定

Return to its correct location DO NOT PUT IT ANYWHERE ELSE.

归还设备到它自己的位置,不得随意乱放

3) Tidiness and cleanliness 干净整洁

Items must be stored in the correct location and neatly organized.

物品必须在它们正确的位置整齐、有序地摆放

i.e. Table cloths in neat piles as per size.Meeting pads in neat piles.

也就是说台布要按照尺寸的不同来堆积，会议垫也要堆积起来Establish area for repair and cleaning.

设立一个整理和清洁区域

Cleaning schedule to be in place; one for regularly cleaning and re-organizing and one for a larger cleaning & maintenance.制订整理时间表；一个是日常的、有规律的清洁和整理另一个为大扫除&大型整理、清洁

4) Golden rules 黄金法则

No rubbish bins不能有垃圾箱

No storage at any fire escapes 不能在消防出口堆放设备和物品

BACK OF HOUSE MAINTENANCE – LINEN后勤维护------布草

1)Store linen存储布草

Neatly and tidily.整洁和整齐Colors separated. 按颜色分类Table cloths in respective area. 台布在各自的区域Skirting separate on a special skirt hanger 台裙用台裙架挂起来Do not stack too high. 不要堆放得太高Separate clean from dirty. 干净和脏的分开Maintain linen to par stock. 按库存量补充Shelving to be clean and free of dust and dirt.堆放架压迫保持干净和没有灰尘

2)Responsible person负责人

Should be someone from supervisor level and above. 需要相当于主管级的人来负责这项工作

3)Exchange policies换布草程序

Ensure exchange of dirty linen as per standards procedure.确保脏的布草按标准的布草交换程序执行

4)Linen inventory布草盘点

Regular inventories should be taken w ith supervision of the linen room supervisor and banquet manager or assistant

与宴会经理或者他的助手一起同布草房的主管经常性地进行布草的盘点

Check condition of the linen regularly. 检查布草的状态

Purchase of linen if required, liaise w ith the F&B office 同餐饮部办公室联系需要购买的布草

MOVING AND ST ACKING CHAIRS堆叠和移动椅子

1)Select trolley 选择推车

Make sure the trolley is clean, not damaged, noiseless and moves smoothly.

确保推车是干净的，没有损害，安静的和能够平稳行进

2)Stack the chairs 堆叠椅子

Chairs should be stored in blocks of 10. 椅子要10张堆叠成一摞

3)Place trolley under chair 推车在椅子下面

Push the trolley gently under the rear 2 legs of bottom chairs. 轻轻地将推车推如椅子后面2条腿的底部

4)Move chairs 移动椅子

Block the trolley w heels w ith your right foot and push the handle dow nw ards.

用你的右脚抵住推车的轮子同时向下压

The trolley w ill lift the chairs from the floor. 推车会将椅子带离地面

Make sure you stay balanced and don’t pull the backw ards too much.确保你支撑的平衡不要太靠后

Pull or push trolley by the handle.用把手拉或者推动椅子车

5)No trolley available 没有推车的情况

If no trolley is available, look for one. If not to be found, bend your knees to the maximum and lift the chairs w hile keeping your back straight. 如果没有推车，去找一部.如果没找到，最大限度地弯下你的膝盖举起椅子在这个过程中要保持你的背部是挺直的

DO NOT MOVE MORE THEN 4-5 CHAIRS WITHOUT A TROLLEY

在没有推车的情况下不要移动超过4—5张椅子

6)Store chairs 存储椅子

Chairs to be stored in the allocated spaces, in sets of 10’s.

椅子的存放要有间隔，每一摞10张

Separate chairs w hich have to be cleaned and repaired in separate areas.

需要清洁和修补的椅子要分开单独存放

SETTING UP A TV & VIDEO安装电视机&录像设备

1)Bring in TV & Video拿到电视机&录像设备

Place the TV and Video on an AV trolley. 把电视机和录像设备放置到音响推车上

TV on upper level and video on low er level.电视机在最上面那层录像设备在下一层

2)Connect连接

Connect video cable fr om video ―OUT‖ socket (video) to video ―IN‖ socket (TV) to connect audio cable from video to TV Audio ―IN‖socket.

从录像设备的video ―OUT‖插孔连线到电视机的video ―IN‖的插孔同时把音频线从录像设备连接到电视机的Audio ―IN‖插孔Connect w ire plug of video and TV into the pow er point.将电视机和录像设备上的金属插头插到电源插座上

An adapter is required w hen there are tw o plugs (preferably w ith an extension cord w ith multiple plugs).

超过两个插头就需要使用多用途插座(更适用于电线很长和插头很多的)

3)Tape the cords粘电线

Tape the cable to the floor w ith masking tape用遮蔽胶带将电线粘在地上

4)Sw itch on the power连通电源

Sw itch on the power from both.把双方的电源都接通

Press the ―EJECT‖ button to ensure there is no other tape inside the video.

按下―出仓‖键,确保没有其它的磁带在录像设备里

Rew ind tape to the correct start before playing it.在播放前将磁带倒到正确的位置

5)Make it ready for operation让设备做好运行准备

Select one of the channels from TV set/select video. (NTSC, PAL or SECAM)

给电视机和录像设备选择一个相对应的制式(NTSC制式, PAL制式or SECAM制式

6)Assist the guest协助客人

Place a cassette tape to set up and adjust picture Check volume and colors.

放入盒式录像带同时调节图像、声音和颜色

Check w ith the guests on satisfaction. 调试到让客人满意

ST ANDING BY FOR A MEETING会议服务

1)Stand by at function room till guests arrive在客人抵达前等候在活动场地外

Stand outside the meeting room facing the direction from the w here the guest w ill be coming from.

站立在会议室门外面朝向客人来的方向

Introduce yourself, say：

―Good morning, afte rnoon, evening, sir / madam or Mr. / Mrs. XXX, my name is XX and I w ill look after your meeting for today. Your meeting room is ready for use‖

介绍自己，说：“早上好，下午好，晚上好，先生/女士或者某某先生/某某太太，我的名字叫某某，我今天将照看你们的会议，你们的会议室已经为你们准备好了”

2)Assist guest on last minute requirement协助客人最后的需要

Ask the guests if they require anything else Say: ―Mr. / Mrs. XXX, is the set up according to your satisfaction? Is there anything else I can assist w ith?‖

向客人询问是否有其它的需要，说：“某某先生/某某太太，这样的布置你是否满意？还有没有其它的需要我来做？”

3)On stand by等候中

Advise guest where about to contact you if require any assistance Say：“Should you require any assistance, I will be outside waiting f orm you”or“Y ou can reach me under phone extension XX”or“You can call the operator and ask them to page me.”

告诉客人在什么地方能联系到你如果有需要和帮助，说：“如果你需要帮助请到门外找我”或者“如果你需要我的帮助请致电*****”或者“如果你需要帮助请致电总机找我，她们会传呼我”

HOW TO SERVE A BUFFET怎样服务自助餐

General Information 总说明

Service to be quick and efficient. 服务要快速和高效率

Replace or clear soiled dishes and glassw are fast and quiet.补充或者清洁脏盘子和杯子要快速和高效率

Serve food and beverage from right and clear from right.服务食物和酒水时要从右上从右拆

Serve ladies first, if possible.尽可能地女士优先

Remove any soiled dishes, glassw are w ithin 3-5 minutes after the guest is finished.

在客人吃完3—5分钟后收走脏盘子和杯子

The ―buffet staff‖ to keep an eye on buffet line to make sur e an adequate supply of plates.

自助餐员工要时刻注意自助餐台并确保自助餐台上有合适的盘子补充

1)Make sure the room is ready确保房间已经准备好

The room should be set at least half an hour before door open.房间要在开门前半个小时准备好

15 minutes before door open, bread rolls and butter to be placed on table. 在开门前15分钟,将面包篮和黄油放置桌上

Butter must be arranged nicely and each table must have 3 butter dishes w ith 4 pieces butter. (10 pax around the table)

每张桌子上放置黄油盘3个内装4块放置整齐的黄油(10人圆桌)

Food for buffet line to be placed on buffet table.食物在自助餐台上排列整齐

Upon Banquet Manager direction to open food covers.在宴会经理的指导下打开食物的遮盖

2)Pre-pour ice w ater倒冰水

Water goblet must fill w ith ice water.水杯要倒满冰水

Pre-pour w ater 10 minutes before guest arrival (only on requested).

在客人到达前10分钟倒上冰水(仅在客人有要求的情况下)

3)Receive and greet the guest接待和问候客人

Greet guest in a friendly manner, pull chair for guest Say: ―Good morning, afternoon, evening sir/madam or Mr. / Mrs. XXX, w elcome here is your seat‖

友善地向客人问候,拉开椅子并说: ―早上好,中午好,晚上好,先生/女士或者某某先生/某某女士,欢迎你,这是你的位子

4)Guest sits客人就座

Stand by at the table.等候在桌子旁边

Take the napkin from the table and unfold it into triangle and place onto the guest lap.

从桌上拿下餐巾并把它打开成三角形,把它铺在客人的大腿上

5)Serve drinks服务酒水

Offer the guest a choice of beverages. 提供酒水供客人选择

The choice is depending of w hat is stated on the event order.客人选择的酒水要是在宴会单上规定的

6)Guest w ill do up and down to the buffet to take food items客人拿食物的时候会站起和坐下

Alw ays stand by near the table to assi st the guest to sit dow n w hen the guest comes back to the table w ith a plate of food.

经常站在桌子的旁边帮助客人拉开椅子在客人取食品回来的时候

7) Clear entrée and main plates

Clear plate w ithin 3-5 minutes w hen guest’s finished.在客人吃完后3—5分钟收走盘子

You do not have to w ait all the guests to finish the food.你不用等所有的客人吃完后再收

Clear plate 3-5 minutes after the guests has finished. (Don’t want to rush the guest either)

在客人吃完后3—5分钟收走盘子（不要催促客人）

8)Set dessert cutlery 布置甜品餐具

Once the guest has finished the main course, re-arrange the dessert cutlery by moving it from the top to left & right.

一旦客人吃完了他们的主菜，重新布置甜品餐具在桌子的左右两边

Move around the table to clear aw ay the bread, butter dish and pepper and salt shaker s.

来回地在桌子上收走面包，黄油盘，盐盅和胡椒盅等

9)Clear dessert plates 收走甜品盘

Maintain the cleanliness of the table w ithout debris.不断地清洁桌面让桌面上不能有残骸

10)Prepare for coffee and tea 准备咖啡和茶

Place the sugar combination and creamers on the table. 3 sets of each.在桌上放置糖缸和奶盅.每3个位一套

Place the cup and saucer w ith spoon in front of the guests. 在客人面前放置咖啡杯，咖啡碟和咖啡勺

Ask the guest if they prefer coffee or tea. Say: ―Excuse me sir/madam, would you prefer coffee or tea?‖

询问客人更愿意要咖啡或茶: ―打扰一下,先生/女士,你是喝咖啡还是茶?‖

11)Serve coffee and tea 咖啡和茶服务

Serve the coffee / tea by taking the cup off the table and pour the coffee or tea

从桌上拿起来杯子来倒上咖啡或者茶

Alw ays have a napkin to prevent the dripping of the coffee / tea onto the guest.

随时拿餐巾在手上以防止咖啡或者茶滴到客人身上

Refill the coffee/tea by offering the guest w ith another helping. 再一次给客人倒满咖啡或者茶

12)Farew ell道别

Once the guests get up, assist w ith the chair by pulling it backw ards and bit the guest farew ell. Say: ―Thank you for coming, hope to see you again soon‖

一旦客人站起来，帮助客人向后拉开椅子并向客人道别，说: ―谢谢你的光临，希望能再次光临‖

LAYING A DANCE FLOOR拼装舞台地板

1)Laying the Dance Floor 装舞台地板

1.The dance floor is moved into the room by TWO people on the caddie.用两个人将舞台地板搬运到房间里

2.The first pieces are laid dow n in a straight line and then secured together.

第一块要放置成一条直线那么以后的就可以放心地放置在一起了

3.Additional row s are added and each piece secured as it is laid (hint - it is easiest if the pieces are laid so that both inserting edges are

the same)在加另一行的时候要让它们完全地吻合在一起（提示—当你让它们的边缘同时插入另一行时，是很容易做到的）4.The dance floor w hen complete is then finished by placing edges around the exposed sides, which are then secured using the Allan

key.在舞台地板安装完成时要用地板围边去把舞台地板暴露在外围的边遮盖住

2)Removing the Dance Floor 拆卸舞台地板

1.Undo all of the screws using the Allan key, removed foreign objects as you go.

用五角扳手卸下这些螺丝，当你离开时收走所有的废物

2.Placing the caddie near by, pick up the pieces and place there w ith a slight lean on the trolley.

将推车放在附近，拿起地板块，然后微斜地放在推车上

3.Place subsequent pieces flush w ith the first so that all exposed edges are the same.

将所有剩下的地板块与第一块对齐放在一起，这样可保持露出的边沿一致

4.Place the edging pieces on top of the dance floor.将地板边放在舞台地板上

https://www.360docs.net/doc/9d6289468.html,e TWO people to take caddie back to the storeroom.由两人将推车推回储藏室

SERVING A CHINESE BANQUET中式宴会服务

1)Check table检查桌面

Check the table: complete equipment sets, clean linen, centre pieces, clean lazy susan, etc.

检查桌面:整套桌面布置,干净的桌布,中央的装饰,干净的转盘玻璃,等等

Get ready all condiments, e.g. soy sauce, chili.准备好所有调味品,例如酱油,辣椒酱等

Place hot tow el on tow el dish on the table 10 minutes before guests arrives.

在客人到达前10分钟将热毛巾放在桌上的毛巾盘里

2)Welcome the guests欢迎客人

Staff to be ready and stand by their assigned table.员工在分配给他的桌子旁边准备并站立好

Greet the guest by say: Thank you for coming, Mr./Mrs./Ms XXX or Sir/Madam. Have a pleasant day.

向客人问候说: ―感谢光临,某某先生/某某太太/某某小姐或者先生/女士.祝你今天愉快‖

Seat the guest by hold the shoulder of the chair pull the chair out and when the guest seat push the chair in slow ly.

从椅子的肩部拉开椅子让客人坐下当客人坐下的时候缓慢地向前推

Unfold the napkin. 打开餐巾

3)Beverage service酒水服务

Serve Chinese tea and ensure tea is hot and fresh服务茶水并确保茶水是新鲜和热的

Ask for the beverage order to guest. Say: ―Would you like to have something to drink Sir/Madam?‖

询问客人的酒水,说: ―你需要什么酒水呢,先生/女士?‖

4)Food service食品服务

The food runner w ill bring the dish on a tray to the designated tables.传菜员会用托盘将菜品送到指定的餐桌

The service staff takes the dish and puts it on the lazy susan and mentions the dish name to the guest.

服务员将菜品放置到转盘玻璃上同时向客人报菜名