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    餐厅做和不能做do's and Don's

    Uploaded by

    mackybhoyamores
    do's and dont's in f & b service

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd

    餐厅做和不能做do's and Don's

    Uploaded by

    mackybhoyamores
    35 views4 pages
    do's and dont's in f & b service

    Copyright

    © © All Rights Reserved

    Available Formats

    DOC, PDF, TXT or read online from Scribd

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    do's and dont's in f & b service

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    35 views4 pages

    餐厅做和不能做do's and Don's

    Uploaded by

    mackybhoyamores
    do's and dont's in f & b service

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    of 4

    Dos and Donts

    Donts

    Professional Wording

    1. Use Yes Instead of " Uh huh" and Yeah.

    Yes

    Un huh

    Yeah

    2. Use time of the day greeting instead of Hello/Hi.

    Good morning/Good afternoon/Good evening

    Hello/Hi

    3. Use With pleasure after a guest request as much as ossi!"e instead of Yeah.

    #

    With pleasure

    Yeah

    $. Use Immediate"y instead of %o"d on.




    Immediate"y

    %o"d on

    &. Use Fantastic instead of "'ine" as much as ossi!"e in conversing.



    Fantastic

    'ine

    (. )o*** +his ,ord cannot to !e used. It shou"d !e cance"ed.

    )o
    !"#$
    -. Use guest name instead of .ir/ /adam
    %
    .ir//adam

    Personal Grooming
    &
    1. %ygiene0 .ho,er and !rush your teeth !efore ,or1 everyday# offensive !ody odors and !ad !reath are
    unacceta!"e.

    0


    ( )*+ ,-.,/0123451 6
    2. %air0 )eat and c"ean hair2 free from dirt# oi"# dandruff# or hairsray residue2 dyeing# !"eaching or
    co"oring must !e of hair3s origina" co"or0

    /a"e0 hair "ength must not cover any art of the ears or shirt co""ar.
    'ema"e0 1ee a short and neat hairsty"e or neat"y tie u# un"ess stiu"ated.
    78

    /0 9:; <=> ,?@, ABCDE F GHIJ


    K (8 L

    M (
    0
    N; O
    #
    PQ O
    #
    CRSTU V W
    3. .having0 /a"e associates must shave dai"y.
    X
    0
    K ( )*XY
    $. 'ingernai"s0 4"ean# ,e"" trimmed# resenta!"e# natura" co"ored nai" o"ish.
    Z[
    0
    Z[\];
    #
    /0
    #
    IJGZ[?
    &. Uniform0 4"ean# neat# fit# ressed ,ith no ho"es# "oose or missing !utton# free from stains.
    .hirts/!"ouses/5ac1ets ,ith !uttons c"osed# s"eeves not ro""ed or ushed u.
    ^_
    0
    ^_/0` ,< , a ; ,<=b, DECc d,ef
    Lg<hi
    (. .hoes0 6e"" maintained# c"ean and o"ished.
    j
    0
    /0; ,kl,`
    -. .oc1s0 /a"e0 dar1 co"ored "ain soc1s.
    'ema"e0 natura" co"or antyhose# no runs nor ho"es.
    m
    0
    K (8noGO
    1/&
    Dos and Donts


    M (8nIJG, =p Cqb
    7. /a1eu0 .hou"d !e natura" co"or to enhance natura" features and create a fresh natura" aearance2 )o
    ma1eu for ma"e associates.
    r
    0
    M (r IJ,< sK (<r
    8. 9erfume0 )o heavy scents erfume or after shave.
    tu
    0
    < vtuC u
    1:. ;e,e"ry0 <ne conservative earrings and ,atch# no !race"ets or other ornamenta" 5e,e"ry.
    'ema"e0 matching sing"e earring in each ear# no dang"e earrings.
    /a"e0 no earring
    w
    0
    xy z {&
    #
    |}Z~ e<na^_ {

    M (8) z

    K (8
    11. Undergarments0 )o visi!"e through your uniform.
    L8

    L <^_
    12. ="" scars shou"d !e covered !y the uniforms.
    ^_e
    Behaviors

    1. =ssociate may not send or receive ersona" mai" at the >esort. It is not a""o,ed to any use of the
    >esorts Internet and ?mai" faci"ities for ersona" urose intentiona""y transmitting# communicating or
    accessing ornograhic or se@ua""y e@"icit materia"# images# te@t or offensive materia"# send or access
    information that cou"d damage the >esort reutation.
    (TU <TU G, C
    &C= TU=
    2. /aintain good osture ,ithout "eaning against ,a""s or rai"ing in guest areas.
    ( /0 C
    3. >efrain from standing or ,a"1ing ,ith your hands in your oc1ets in any u!"ic areas.
    TU -pC { 1
    $. >efrain from running in any u!"ic areas and !ac1 of house.
    TU -
    &. 9ersona" ro!"em shou"d not affect your ,or1. If you ,ish to discuss ersona" concerns# "ease fee"
    free to aroach your suervisor or a reresentative of the %uman >esources deartment.
    ( = C
    &
    (. 4onsuming food or drin1 in any area of the >esort outside of the =ssociate Aining is not ermitted.
    TU ( e
    -. 4he,ing gum ,hi"e on duty is not ermitted.
    ( 1t
    7. 'raterniBing and socia"iBing ,ith >esort guests is not a""o,ed.
    TU W
    8. .itting any,here in the resort is not ermitted.
    TU
    1:. )o =ssociate can sea1 to a mem!er of ress or media direct"y or indirect"y a!out .heraton .anya
    2/&
    Dos and Donts

    >esort3s guests# associates# activities# incidents etc.
    ( C 6 C = TU, (,
    3
    11. >esect guest rivacy0 It is mandatory that you do not give info a!out a >esort guest. Ao not divu"ge
    names or room num!ers of one guest to another. =ny guest requesting entry into a guestroom must !e
    directed to the 'ront Aes1.
    TU 8 es%C
    s= H
    12. Ao not divu"ge associates3 rivacy to other associates.

    (
    13. Ao not enter guest room ,ithout 1noc1ing at the door and getting the ermission.
    <
    #
    <
    1$. 9assing !et,een guests is not a""o,ed.
    <
    1&. ="" =ssociates servicing guest rooms are to accomany the door and not to "et it s"am.
    _ (H
    1(. =ny a!sence or "ate for training ,ithout advance ermission is not acceta!"e.
    C
    1-. Ya,n ,ithout covering the mouth is not a""o,ed.
    H
    17. ="" =ssociates using any tye of tro""ey not to scratch ,a""s# corners# doors# services e"evators etcC

    (< , , 3_
    18. =ssociates shou"d not enter and "eave the >esort through the main entrance and use Guest e"evators# !ut
    through the assigned door and e"evators.

    (<TU < Z
    2:. )o "oud ta"1ing.


    21. Ao not ma1e any distur!ing noise.


    22. Use mo!i"e is for!idden on duty and uon termination of duty in u!"ic area.
    C {
    23. Ao not "ie to anyone.

    D!

    * Greet guests.

    * .mi"e to guests and co""eagues.
    /0
    * Disten carefu""y.
    !
    * =ns,er roer"y.
    3/&
    Dos and Donts


    "
    * Ee the o,ner of your area and erformance de"ivery.
    I( 3 _
    * %ave friend"y and caring voice face to face and on the te"ehone.
    C " /0
    * .ho, care for guests# co""eagues and !usiness.
    , , TU
    * Ee honest.

    * Ee a safety and security officer.
    %
    * Ee a hygiene officer.
    %
    * Ee a sa"es mar1eting officer.
    I % #
    6e must a"" strive for erfection# even though that is on"y God gift.
    = $
    =s human !eings ,e are !ound to ma1e mista1es# ho,ever it is u to us to "earn from them# rectify and
    ensure no reetition

    P % &
    +here is nothing more cha""enging and fu""*fi""ing to turn a guest negative e@erience into a ositive
    "ong "asting oneF
    = = ! "# ' (
    Ee ro*active and not re*activeF
    $# % ( (
    Ee assionate and not indifferentF
    &$' (
    Ee the Eest of the !est.F
    ))
    $/&

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