标准工作流程 Standard Operating Procedures 隶属: Division: 任务:饮料服务 Task: Beverage service 制定人： Written By: 制定/修订日期： Date Written/Revised: 餐饮部: Food & Beverage

部门: Department: 任务序列号： Task No.: 审阅人： Reviewed By: 页码: Page :

怡品堂中餐厅 Yi Palace Chinese Restaurant

SOP-F&B-CR-20 总经理 General Manager

餐饮总监 Director of F&B

2013-08-01

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目的 Objective: 可以满足客人的最大期望值 To meet the guest’s maximum expected value 确保服务员掌握饮料服务技能知识 Confirm the waiter know beverage service skills and knowledge 专业、优美的操作技能让客人感到专业 Beautiful skills make the guests feel professional 保证客人正常饮用饮料，体现热情、高效的周到服务 Make sure guest normal drink then feel thoughtful service 所需的设施设备 Equipment Required 托盘、口布、酒水车 Tray 、napkin、trolly 标准 程序 Standard Procedure 1、 取饮料 beverage order 主人订完饮料后询问客人是否需要冰镇或常温饮料，服 务员用托盘去吧台取饮料； The master ordered drinks ask if guest need a drink or at room temperature, the waiter with a tray to the bar to get a drink; 在托盘中摆放饮料：根据客人的座次顺序摆放，第一客人 的饮料须放在托盘的远离身体侧，重的、高的饮料放在托 盘的里侧； Placing drinks in the tray: according to the guest seating placed the order, the first guests to drink to be placed in the tray away from the body side, heavy, high drink on the tray; 取饮料的时间不准超过 3 分钟。

注意点/原因 Key Areas/Reason 为什么要问客人冰镇或 常温？ Why to ask guests frozen or room temperature? 问什么要依次排放？ Why in order to put?

2、 展示 show

Take the time to drink no more than 3 minutes. 服务员将酒水车推至客人的右侧，用右手从酒水车中取出饮 为什么要向客人展示饮 料？Why want to show 料，然后在左手掌心放置叠成 10 厘米见方的口布，将客