誰有香格裏拉的中餐SOP
常規服務規定：
Restaurant staff will prepare dining room for service and will be ready to open fifteen minutes prior to opening time. Each team member has pre-service duty assigned; this will be rotated as will the shifts and stations.員工須在營業前15分鐘做好準備工作。
Hostess will establish that entrance, menus and reservations are suitably prepared.領位員在餐廳營業前整理好餐廳入口，準備好所需物品。
All surfaces of restaurant will be clean and polished.餐廳外面要幹凈整潔。
All glassware and displays shall be polished and cleaned.所有杯子和展示品幹凈整潔。
Check lighting levels /candles (for dinner only).檢查燈光亮度/晚餐檢查燭光。.
Discuss with chef daily special as well as out of stock food items.向廚師長詢問每日特色以及沽清物品。
Check with bartender for out of stock beverage items.向吧臺員工詢問酒水沽清項目。
Outlet-in-charge to conduct briefing 30 to 15 minutes before each opening-tasting specials, information given, special requests, VIP reservations, out of stock items.每天餐廳領導主持15—30分鐘的班前例會，告訴大家新品品嘗，交流信 息，貴賓預定和沽清物品。
When the restaurant is open for service the guest entrance will always be manned by the manager, supervisor or receptionist.餐廳壹旦進入營業狀態，入口處必須有領位員、主管或經理照看。
All necessary information regarding the guest shall be noted in the communication book.所有與客人有關的必要信息都要記錄在交接本上。
All ashtrays shall be changed after 1 cigarette butt.煙灰缸內不得超過壹個煙蒂。
Table allocation is at the discretion of the manager (or in his absence the supervisor).由經理或主管分配服務員的負責區域。
Table are set up for the next meal period after the last guest has left.餐廳最後客人離開後要重新擺好，為下次開餐做好準備。
Sequence of Service：
服務程序：
1. Guest is welcomed within 10 seconds of arriving the entrance. This is done with eye contact and correct posture. Asking them if they prefer smoking or non-smoking table.
要在客人進店10秒之內問候客人，並保持眼神接觸和正確的肢體語言。並詢問客人需要坐吸煙區還是無煙區。
2. Receptionist leads the customer to the assigned table; she will stay two steps ahead of guest. We will not seat any guest at a table that is not prepared to our standard.
領位員要領先客人兩步引導客人入座，不要把不符合我們標準的桌子客人
3. Receptionist seats ladies first assisting them with their chairs; this is one with the assistance of the front waiter
領位員按照女士優先的順序，協助服務員為客人拉椅子。
4. As soon as everyone is seated the receptionist will present the menu to the guests while wishing everyone a pleasant meal. Then coming back to the reception desk, the receptionist go to kitchen order the small samples (amuse bouche) for the exact number of customers
所有的客人座好後領位員為客人送上菜單，並祝願客人用餐愉快,然後按照客人人數告訴廚房準備餐前開胃小吃。
6. Server welcomes the client; introduce her/himself by name, and offering the guest a glass of water. He then takes the order for drink; ladies first using the beverage order slip
前臺服務員向客人問好並作自我介紹，同時給客人提供冰水。按照女士優先的順序點單。
7. Buspersons delivers the drinks serving ladies first. This is done from the right side using the right hand. Drinks are served clockwise around the table.
服務員為客人上酒水，按照順時針方向用右手從客人右側服務。
8 Server approaches the table and inquires if the guests are ready to order.
服務員在合適的時機問客人是否準備好點單。
9. Waiter will use suggestive selling techniques recommending and using his menu knowledge.
服務員要運用推銷技巧和自己的菜單知識向客人推薦。
Writing the order down in position order.正確的書寫點菜單。
Order are taken clearly & legibly using the established abbreviations點菜單要書寫清晰，容易辨認。要使用已制定的簡寫。
All female orders are taken first and position NO. is put in a circle for female and nothing for male.點單時要女士優先，並用圓圈標註女士的座位號。
Server’s Order Slip is passed to cashier, the cashier will key in the order to POS system (explaining any special requests).點菜單傳給收銀員，收銀員負責將點菜單輸入到點菜機裏，如有任何特殊需求及時解釋。
Server pick up the small samples(amuse bouche) from the kitchen and bring to the customers.服務員到廚房給客人拿餐前開胃小吃。
10 Server checks tables for ashtray in the smoking area, request any more drinks
檢查桌子上的煙灰缸，詢問客人是否添加飲料。
11. Server will preset on the table any china-ware.
服務員為客人服務所有菜.
All plates served from right, ladies first. Server check for beverage refills and correct cutleries.
所有菜均從右側上，女士優先。服務員檢查客人的飲料添加和餐具是否正確。
Remove empty plate when requested, but standard is to remove all plates together upon consumption. Clearing from right, clockwise. Front Waiter transport items to the service station. Back waiter transport direct to stewarding
如果客人要求，可以撤走空的盤子，但標準是同時撤，從右側撤，然後服務員將臟的餐具放在服務臺，傳菜員將臟的餐具運送到洗碗間。
12. Server pick-up main dish from kitchen checking plates meet chefs specifications. Front Waiter will assist as necessary (for larger parties all available staff assist as necessary).
傳菜員從廚房拿菜，檢查餐具是否達到標準。如有必要，服務員要給與幫助。如果是人數較多的大臺，其他服務員也要給與幫助。
13. Serving ladies first, moving clockwise. Server will be present ensuring dishes are announced, and wishing everyone to enjoy their meal. As soon as the customer end their drink.the server asks him/her if they want another one.
上菜時女士優先，並報出菜名。服務員要確保是拿的正確的菜。並祝大家用餐愉快。壹旦發現客人的酒水快用完了，服務員要馬上詢問客人否需要再加壹杯。
14. After 10 minutes of guest receiving their entrée Manager will enquire if the guest are satisfied.
客人在用主菜十分鐘後由經理上前詢問客人是否滿意。
15. All floor staff must always pre-empt any guest request by observance and attention watching for
所有服務員都要保持關註客人的：
Beverage glasses 1/2 full or less.飲料只剩半杯或是更少。
Expressions on guest faces.客人臉上的表情。
Ashtrays.煙灰缸。
Table debris.桌子上的臟東西。
Spilled items (Food or Beverage)溢出、撒出的東西。
Cigarettes to be lit.客人點燃香煙。
Napkins to be re-folded when guest has temporarily left the table.客人暫時離開座位時要將餐巾疊好。
16. When all guests are finished entrée or indicate so, service staff will clear from the right.
所有客人用完主菜後，或表現出是這樣時，服務員從右側開始清理臺面
17. Clearing will be done quietly, quickly and neatly as per established procedure so as to minimise number of visits to the table by service personnel
清理臺面時要按照流程安靜快速的清理，靠近客人桌子的服務員要盡可能的少。
18. Server will suggestively sell tea drinks/sweets.
服務員要向客人推薦茶等餐後飲料或甜點。
19. Serve it according to pervious procedure. server will ensure sugar and spoon is in place for coffee.
按照流程服務咖啡，服務員要確保糖和牛奶及咖啡勺已經準備好。
20. Upon request of the guest, server asks the guest check to the cashier.
客人要求結賬時，服務員向收銀員要帳單。
Server will ensure that guest check is clean, neat and accurate.
服務員要確保賬單幹凈整潔，準確無誤。
Server place on the table guest check folder with check and one restaurant coupon。
服務員將客人的賬單和壹張餐廳的餐券放在賬單夾中呈給客人。
Server get the payment bring it to the cashier and bring back the change to customer Following payment and processing in accordance with the established control procedure server thanks guest for coming. Invites the guest back again.
服務員將現金或信用卡交到收銀臺，然後將找零交還客人。按照流程結賬，服務員要感謝客人光臨並邀請客人再次光臨。
21. As the guest exits all available service staffs are on hand to assist pull chairs
客人起身要離開時，此區域的服務員要幫助客人拉椅子。
22. Receptionist also thanks the guest as they leave. everybody say “have a nice day” to customer.
客人離開時所有人都要向客人表示感謝光臨。
23. Table is cleared and reset by servers.
服務員清理臺面並重新擺好。
DAILY TASKS
每天的工作任務：
Mise en place
準備工作：
Waiter/waitress
服務員：
Polish all glassware, clean china and polish all cutleries in use.擦洗所有的杯子、餐具。
Return all linen to laundry.將所有臟的布草送洗。
Fold sufficient napkins for anticipated business疊好足夠的餐廳營業所需的口布。
Clean all drawers, shelves and service stations.清潔所有的抽屜、架子和服務臺。
Dust any designated area.清潔所有指派的區域。
Refill and clean all salt and peppers, sugar bowls, and other condiments.清潔並續滿所有的胡椒瓶、鹽瓶、糖缸及其他調料。
Set all tables, lay all cloths, place all table ware and cutleries as per standard.擺臺，臺布、餐具都要嚴格按照標準。
Refill all service stations to par.按照平時庫存補充滿服務臺所需物品。
Clean all menus.清潔菜單。
Confirm all reservation and special requests.確認所有預定及特殊要求。
Re-stock storeroom with supplies.準備好庫存。
Supervisor:
主管：
Check all table settings, seating, cloths for alignment and cleanliness.檢查所有餐桌的擺設，是否清潔，整齊。
Inspect review all physical equipment in restaurant and make relevant maintenance requests.檢查所有的餐廳設備，並做好所需的維護。
Daily service staff hygiene inspection.檢查所有員工的個人衛生和儀容儀表
indicate absenteeism (sick, emergency, vacation...)標註出所有未出勤情況 （病假、緊急情況、休假等）
Table set up：
擺臺：
table cloth (no stain, no crease, no holes)桌布：無斑點、無褶皺、無破損。
dinner fork and knife主菜刀叉。
napkin fold口布。
salt and pepper shaker胡椒瓶、鹽瓶。
ashtray (smoking section)煙灰缸（吸煙區）
Services station mise-en-place
All cutleries (cutlery items in each station).所有餐具（各種餐具是否在正確的位置）
Condiments sets調料
Guest napkins口布
Toothpicks牙簽盅
Service napkins擦杯布
Ashtrays煙灰缸
Reservation book預定本
Menus菜單
Busperson is in charge of the mise-en-place of the condiments傳菜員負責調料的準備工作。
All condiments must be presented to the guest in a full and clean container所有的調料必須保持是滿的，而且容器必須幹凈
Closing policy：
關餐規定：
Tasks to be completed
要完成的任務：
Linen to be counted and handle according to policy按照規定盤點布草。
All operating equipment is washed.清潔所有營業用的設備.
All tables are set for the next service period為下次開餐重新擺好所有桌子.
service station is fully equipped refilled to the par stock按照每日所需的數量準備充足服務臺的物品。
menus, bill folders are counted and locked away菜單和賬單夾盤點好鎖好。
Verify following days reservations and special arrangements核實最近幾天的預定和特殊安排。
check next shift and next day schedule檢查下個班次和第二天的時間表。
Ensure all staff have left確保所有員工均已離開。
Items to be turned off
需要關閉電源的物品
Lights燈
CD player音響設備
Air conditioner (switched off automatically)空調
Items/locations to be locked
需要鎖的地方
All waiter station cabinets所有的櫃子
Storeroom庫房
"Fire Exit" door消防通道
Restaurant main door and kitchen doors餐廳和廚房的門
Cashier收銀臺
Checks policy ：
點菜單規定：
Orders are taken by server on a numbered Captain's Order Slip點菜單要由服務員使用正式的點菜單。
Captain orders are filled in with necessary information i.e. table No., Waiter， No. of guests and position # and time.點單必須包含下列信息：臺號、服務員姓名、客人數及座位號、時間。
No food is given out from the kitchen unless a Captain's Order has been received properly filled out or a micros print out from the kitchen printer廚房只有見到點菜單才會出菜。
No beverage is given out from the bar unless a captains order copy has been received or a micros print out from the bar printer吧臺只有見到點菜單才能出酒水。
In the event of various courses, such are separated with a line要註意用線將菜分到。
Check is prepared by the cashier and presented to waiter in respective folder。收銀員要將賬單放在賬單夾子裏交給服務員。
Check is presented to the guest by the server who was in charge of the table with the respective folder, a pen and a restaurant flyer.賬單要由負責此桌的服務員交給客人，賬單夾除賬單外還要有壹支筆和 壹張餐廳宣傳單。
Customer verifies the check, gives the account. Server gets the change from the cashier.客人確認賬單後結賬，服務員從收銀員那兒拿回要找的零錢。
Check and change is given back to the guest by server who was in charge the table.賬單和零錢要由負責此桌的服務員交給客人。
Linen exchange policy：
布草更換規定：
Soiled linen must be sent for laundry once a day.臟的布草必須每天更換。
Soiled linens are to be pre-counted by the service staff before being sent to the laundry. Count sheet must be accomplished indicating the quantity for each type of linen.臟的布草送洗前要數好，並在布草表上寫詳細種類和數量。
Received clean linen is based on the record on the soiled linen count sheet.收到的幹凈布草要和上次送洗的數量完全壹致。
All clean linen must be piled properly in their respective storage shelves ready for service.所有幹凈布草都要整齊放好，放到各自的位置。
RESTAURANT CLEANING ROUTINE SCHEDULE：
餐廳常規清潔表：
Daily：
每日：
dusting of chairs, table legs and base, marble counters, walls and baseboards, wall lamps, window ledges and wooden blinds清潔椅子、桌子腿、墻壁、踢腳線、壁燈、窗臺和窗簾。
vacuuming of carpet and spotting when needed給地毯吸塵。
mirror/glass cleaning清潔鏡子和玻璃。
Decorative woodwork and ledges清潔裝飾用的木制品。
Weekly：
每星期：
dusting high rising walls, decorative woodwork and pillars清潔高處的墻壁，裝飾用的木制品和柱子。
Floor and wall cleaning behind service counters清潔後臺的墻壁和地面。
Planter boxes清潔花盆。