W ELCOME TO B ANQUET 宴会厅欢迎您T RAINING M ANUAL培训手册T HE B UDDY S YSTEM伙伴制度The Buddy system has been set in place to work in with the Banquet Training Manual (BQTTM). The Buddy will be roistered the same shifts as the new employee and liaise with the shift leader as to how they progress.这个伙伴体系是与宴会厅的员工手册相配套的，伙伴会和新员工一起工作，并把新员工的学习进程汇报给上级领导。
Responsibility of a buddy is to make sure the new employee understands procedures of Banquet and how to follow standards set in place as outlined in the BQTTM.对于一个伙伴的责任来说，是要确保新员工明白宴会厅的操作程序并能按照宴会厅的培训手册中的大纲规定的标准实际操作。
The outcome of this training manual will ensure that the new employee is competent in all areas of the department. A clear understanding will be established firstly, of Back of House procedures before they venture into service. This will create a professional and positive outlook by all.这个培训手册的目的是确保新员工能胜任部门的所有工作。
员工实际服务之前会很清楚的了解餐厅的程序，这将给大家创造一个专业的、积极的工作环境。
Y OUR B UDDY IS ______________ 你的伙伴是M ANUAL O UTLINE手册目录Job Description工作职责STAR Care Service Program喜达屋关爱服务Basic Knowledge for New Employees宴会厅新员工需掌握的基本知识*Western Service西餐服务1.Menu & Description 自助餐菜单知识2.Table Top Setting, Station Set up and Pantry Set up 桌面摆台，整理边柜和备餐间3.Service Procedure 服务程序*Chinese Service中餐服务1.Menu & Description 中餐菜单知识2.Table Top Setting, Station Set up and Pantry Set up 桌面摆台，整理边柜和备餐间3.Service Procedure 服务程序*Meeting and Coffee Break Service会议服务1.Varieties of meeting set up各种会议的台型2.Service Sequence for Meeting会议服务程序3.Banquet Tables宴会桌子4.Mi en place for coffee break咖啡台布置所需餐具Beverage 饮料单Beverage List 饮料单J OB D ESCRIPTION工作职责SUMMARY OF POSITIONS:职责说明To provide 5 Star hospitality food and beverage service, throughout the Banquet, maximizing guest’s experience, using Starwood Cares.运用STAR(喜达屋关爱宾客服务计划)来体现五星级的餐饮服务，使客人能在宴会厅得到最佳的感受。
SCOPE大纲To ensure guest satisfaction by providing excellent food and beverage service,in a friendly, competent and professional manner. Promoting a fun work environment and being a team player. The employee will also have a chance to multi- skill in other F&B outlets.优秀的餐饮服务必须具备友善、自信与专业的水准从而向客人提供满意的服务。
创造愉快的工作环境，融入集体并成为集体的一员，员工也可以有机会去餐饮部其他部门学习更多的技能。
Upon completion of training, the employees will be empowered to resolve guest’s issues, in accordance with the STAR standards, before approaching the Shift Leader for assistance.完成培训后，即使在没有领导的协助下，也能运用喜达屋关爱宾客服务计划来解决客人的问题。
OBJECTIVES AND ACOUNTABILITY:目标与重要事宜1.Learning and following Standards and Specification’s of the outlets/bar.学习并运用餐厅和酒吧的基本知识。
2.Providing feedback to Shift Leader on ways of enhancing service delivery andservice process.向领班提供反馈从而来提高服务水准。
3. A major objective of this position will be to achieve a level to be empowered tohandle special requests from outlet guests.本职位的一项主要任务是运用所学的知识和所负担的职责处理客人的特殊要求。
SUPERVISION EXERCISED:NoneSUPERVISION RECEIVED:Report directly to F&B Attendant Grade 2 and the Shift Leader直接向二级服务员和领班汇报。
RESPONSIBILITY AND AUTHORITY责任和授权1.Demonstrate STAR Standards at all times to guests and fellow employees.每时每刻都要对客人和同事表现出喜达屋宾客关爱服务标准。
2.Become familiar with Restaurant/Bar Standards and Procedures and follow themaccordingly.逐步熟悉餐厅/酒吧的服务标准和程序，并且依照那些标准操作。
3.Knowledge of individual menu items including basic ingredients and method ofpreparation.掌握菜单中每一道菜的知识，包括基本原料和制作方法。
4.Basic Food & Beverage terminology.掌握餐饮的专用词语。
5.Knowledge of Food & Beverage equipment.掌握餐饮器具。
6.Knowledge of Food and Beverage items and prices.掌握食品和饮料品种和价格。
7.Knowledge of Setting up of tables to the specified standards, for different mealperiods.掌握不同时间段的桌面摆放布置。
8.Attend and comprehend information discussed during briefing sessions.开会时，参加并且领会所讨论的内容。
9.Maintain proper grooming in accordance with the Employee Handbook.遵守员工手册中仪表仪容的规定。
10.Serve Food & Beverage in a friendly and professional manner.用友善和专业的态度服务客人。
11.Wear appropriate uniforms for the area, as supplied by the hotel.工作时，穿着酒店制服。
12.Wear appropriate footwear as specified in the employee handbook.工作时，穿着酒店工作鞋。
13.Be familiar with service facilities in the hotel. Including names of otherrestaurant bars and banquet rooms in the hotel.熟悉酒店内的设施，包括其它餐厅酒吧和宴会厅名字。
14.Be aware of any special events in the hotel.能够知道酒店特别事件。
15.Endeavor to remember guest’s names and address them by their surname.尽可能地记住客人名字，并且用他们的姓来称呼。
16.Prepare mis- en- place for all meal periods为每一餐准备所需餐具，器皿，刀叉等用具。
17.Report any guest feedback to the supervisor on duty.向当班主管汇报客人的反馈意见。
18.Ensure that work area is clean at all times.在每时每刻都要保持工作区域的清洁。