九人智库︱洲际酒店品牌核心标准-餐饮与厨房

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本文内容为洲际酒店餐饮和厨房品牌核心标准！

品牌核心标准：餐饮和厨房

Front of house, heart of house, guestrooms, publicareas and restrooms, offices, and outdoor areas are. “Surgically” clean at alltimes.

前场，酒店中心部门，客房，公共区域及洗手间，办公区以及户外需要时刻保持无比清洁

China, glass,and silver will be spotless, polished, and free of chips and defects. Linenwill be clean and pressed, free of holes, stains, and frays.

Exceptions are removed.

瓷器，玻璃器皿及银器均无污渍，经过抛光并无缺口和破损。布草清洁并熨烫平整，没有破洞，污渍和磨损，例外者须立即更换

Identify guests by their name and use namethroughout all service interactions.

称呼客人姓名，并在整个服务过程中都使用客人名字

Guestrequests are owned and resolved immediately. If not resolved in 10 minutes, aleader must be informed of the delay and situation.为客人所遇到的问题负责并立刻解决. 如果在十分钟内没有解决, 需要通知部门领导原因以及具体情况

Telephonesare answered within 3 rings. Telephone etiquette shall be adhered to, using theguest’s name if and when possible.

三声内接听电话, 有礼貌的问候客人并在可能的情况下使用客人名字

All staffmust be experts on the menu and food preparations. All staff will be menutested and certified.

所有的员工必须熟悉菜单和食品成份, 并品尝过所有菜品

Seatedguests must be greeted within 30 seconds. If server is busy, the server mustacknowledge the tables arrival, and assure them they will be attended toshortly.

在三十秒之内问候光临本餐厅的客人,如果很忙也要示意客人并告知会很快为其提供服务

Offer torefresh all bar beverages when the glass is 2/3 empty. Water, coffee, and teawill be refreshed automatically.

客人的饮料还剩三分之一时要及时询问是否要续杯. 水, 咖啡和茶需主动为客人续杯

When adrink is ordered, suggestively up sell, example: “Certainly, would you preferGrey Goose?”

在客人点酒水时要为客人提议并推荐产品，比如：“当然，您认为灰鹅伏特加可以吗？”

A propertray or under liner will be used whenever carrying silverware or glassware toand from a table.

当传送银器或玻璃器皿时必须使用托盘

Emptyglassware, stir sticks, straws, and used garnishes are removed from the guests’view immediately.

空杯子, 搅棒, 吸管和使用过的物品要及时从客人面前撤走

Alloutlets and banquet functions will have a chef’s presence seen and felt on thefloor.

所有餐厅及宴会活动都需要有一位厨师在场

All daydining restaurants minimum cycle time standards must be upheld, unless theguest prefers differently.

Breakfast=30minutes, Lunch=45 Minutes, Dinner=60 minutes.

全日餐厅需要按规定尽可能地控制客人用餐时间. 早餐三十分钟, 午餐四十五分钟, 晚餐六十分钟

Breakfastchecks at InterContinental Hangzhou will be presented with the completed foodorder.

Lunch anddinner checks will be ready to deliver upon request of guest. And a logo penwill always be used for signing guest checks

结账时需要配备酒店用笔及完整的账单. 午, 晚餐的账单要在客人要求结账时准备就绪

All IRDorders must be delivered within the standard 30 minute time frame.

Allcoffee orders and continental breakfast orders will be delivered within 15minutes.

送餐部的所有点单必须按规定在三十分钟之内送到客人房间. 咖啡及欧陆式早餐的点单必须在十五分钟内送到房间

IRD tableand tray retrievals must be made within one hour of delivery.

IRDleadership will walk the hotel a minimum of twice a shift for inspection ofhallway cleanliness.

送餐部的餐车和托盘务必在送餐后一小时取回. 送餐部的领导需要在一个班次内至少两次巡楼来检查走廊的清洁

Alllounges and bars will offer complimentary upgraded snacks, consistent with theconcept and theme.

所有酒吧需要免费为客人提供与其主题和观念相搭配的小吃

All Foodand Beverage leaders and employees will know their daily cover forecast, VIP’s,and groups in house.

所有餐饮部经理和员工需了解本部门每日预计客流量预算，VIP和住店团队信息

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