酒精飲料管理

1、FOOD & BEVERAGE,ALCOHOLIC BEVERAGES MANAGEMENT & AWARENESS,餐飲部含酒精飲料管理和環(huán)保意識(shí),Training Schedule 培訓(xùn)安排,Training basics培訓(xùn)須知1. No eating food/ snack during training 培訓(xùn)期間不允許吃東西2. Phones must be in “vibrate mode”

2、手機(jī)請調(diào)震動(dòng) 3. If staff would like to take the phone call, pls take it outside the training room. 如果員工必須接聽電話，請拿到培訓(xùn)教室外進(jìn)行通話4. Prepare few interesting questions for participation 準(zhǔn)備一些有趣的問題與大家分享5. Stationary for takin

3、g notes is also needed. 按慣例做必要筆記6. Role play 配合演練,Program Objectives: 培訓(xùn)目標(biāo),,By the end of program you will be able to:本章結(jié)束后,您將能夠講出:1. Serving of Alcoholic beverages. 如何提供酒精服務(wù)2. Clearly state to a

4、ll laws that govern the sale of alcohol in the local jurisdiction. 政府對當(dāng)?shù)睾凭嬈返挠嘘P(guān)規(guī)定和政策3. Explain the physiological effects of alcohol on the human body. 酒精對人體生理帶來的影響4. Explain characteristics of minors attempt

5、ing to be served liquor including proper public relations approaches in requesting identification and how to determine the legitimacy of identification provided. 通過恰當(dāng)?shù)挠屑记傻姆绞奖孀R(shí)出試圖飲用酒精的個(gè)別客人5. Explain the signals of p

6、ossible intoxication and how to recognize them. 如何辨識(shí)醉酒,Serving of Alcoholic Beverages 酒精服務(wù),How, Who & What?怎么,誰&什么?1. Clearly state all laws that govern the sale of alcoholic beverages in the local ju

7、risdiction. 政府對當(dāng)?shù)睾凭嬈返挠嘘P(guān)規(guī)定和政策2. Alcoholic beverages cannot be served expired. 不能銷售過期的酒3. Alcoholic beverages must be genuine & not fake. 不能銷售假酒4. Do not serve alcoholic beverages to anyone that is les

8、s than 18 years old. 不能給18歲以下的未成年人銷售酒精5. Alcoholic beverages must be legitimate, with license, tax paid by the supplier. 提供酒精飲料必須是合法的,有營業(yè)執(zhí)照的,且供應(yīng)商是上過關(guān)稅的.,Basic Information of Selling Alcoholic Beverages 銷售含酒精飲料

9、的基礎(chǔ)知識(shí),,In the know:深入洞悉:1. Alcohol Managing Policy was established on the 1st of January 2006. 商務(wù)部制定了《酒類流通管理辦法》,并于2006年1月1日起施行 2. Alcoholic beverages are the drinks with alcoholic strength over than 0.5%, include

10、s; “fortified, distilled, blended, edible ethyl alcohol and drinks contains ethyl alcohol” 該《辦法》所稱酒類是指酒精度大于0.5%的含酒精飲料,包括發(fā)酵酒、蒸餾 “酒、配制酒、食用酒精以及其他含有酒精成分的飲品?！?3. Bar & restaurant establishments can not

11、 sell alcoholic beverages to person below 18 years of age. 酒吧和餐廳不得出售含酒精飲料給未滿18周歲的人4. The penalty for selling alcoholic beverages to minors is rmb2,000. 對于擅自銷售含酒精飲料給未成年人的單位及個(gè)人處與人民幣2000元的處罰5. All outlet must put a no

12、tice stating the alcoholic beverage policy for guests reference. 《辦法》還規(guī)定:酒類經(jīng)營者不得向未成年人出售酒類商品,并應(yīng)在經(jīng)營場所顯著 位置予以明示。違反規(guī)定的由有關(guān)部門予以警告,責(zé)令改正;情節(jié)嚴(yán)重的,處兩 千元以下罰款。,ALCOHOLIC BEVERAGES BASIC POLICY IN THE USA 美國關(guān)于含酒精飲料的基本規(guī)定,

13、alcoholic beverage ban in the USA禁酒令”在美國美國在未成年人禁酒方面做得比較好，原因是《美國未成年人保護(hù)法》中對“未成年人飲酒”規(guī)定了雙重的法律責(zé)任，一方面落實(shí)嚴(yán)懲違法商家，另一方面又針對未成年人和其監(jiān)護(hù)人有嚴(yán)厲懲罰。 　　a thought to consider一則笑話 美國有一年輕人搶劫商店，先把錢都收

14、了，臨走時(shí)，他又拿了一瓶酒。這時(shí)候，本已服服帖帖的店老板急了，說：錢你可以拿走，但本店不向未滿18歲的成年人出售煙酒。年輕人想都不想，立馬掏出身份證，證明自己已滿18歲，后來因此被警方抓住。這當(dāng)然是笑話，卻表達(dá)了法規(guī)應(yīng)有良性公眾約束力的訴求。 　　some story to share一個(gè)事實(shí) 據(jù)報(bào)道，美國現(xiàn)任總統(tǒng)布什的女兒詹娜，就因違反了未

15、成年人不得買酒或飲酒的法律，被法院判決繳納51.25美元訴訟費(fèi)、接受8小時(shí)的社區(qū)勞動(dòng)和6小時(shí)有關(guān)喝酒方面的法律學(xué)習(xí)。詹娜本人因此次違法事件而被記錄在案，如果成年之后再犯將被逮捕，表現(xiàn)良好則刪除違法記錄。,Physiological Effects Of Alcoholic Beverages On The Human Body酒精對人體生理帶來的影響,Below are the potential side effects to hu

16、man body for drinking too much alcoholic beverages; 對人體過多飲酒的副作用;1. Alcohol affects every organ in the body. 酒精會(huì)影響身體的各個(gè)器官2. It is a central nervous system depressant that is rapidly absorbed from the stomach and

17、 small intestine into the bloodstream. 酒精通過人的胃及小腸快速吸收后進(jìn)入血液中從而對人的中樞系統(tǒng)進(jìn)行抑制3. Alcoholic beverage is metabolized in the liver by enzymes, however the liver can only metabolize a small amount of alcohol at a time, leav

18、ing the excess alcohol to circulate throughout the body. 酒精被肝內(nèi)的酶分解,然而肝一次只能分解少量的部分,留下過量的酒精在體內(nèi)循環(huán)4. The intensity of the effect of alcohol on the body is directly related to the amount consumed. 酒精對身體影響的強(qiáng)度與消

19、耗酒精的量有直接的關(guān)系,Proper Approach To Minors Attempting to Order/ Serving Alcoholic Beverages 如何妥善處理未成年人點(diǎn)含酒精飲料,Steps how to approach minors who ordered alcoholic beverages;如何正確處理未成年人點(diǎn)含酒精飲料1. Approach the guests who order the

20、 alcoholic beverages discreetly & introduce your name clearly.謹(jǐn)慎的接近點(diǎn)含酒精飲料的客人,請他清楚的告知姓名2. Explain the purpose of the reason in establishing inquiry of guests legitimate ID. (hukou ID, passport)向客人清楚的解釋原由并請他出事身份證明(身份證

21、 ,護(hù)照)3. Ask politely for legitimate ID stating the guests age, guests name, birth date, guest photo etc. 有禮貌的與客人合適他的年齡,名字,出生日期,及照片等等4. Thanks the guests. 向客人致謝Note:In case the minor guests insist to be serve alco

22、holic beverages, call your Manager.The Manager have the rights not to serve alcoholic beverages to minors as this is hotel & government policy.如果未成年客人堅(jiān)持點(diǎn)含酒精飲料,請你的經(jīng)理出面處理經(jīng)理人有義務(wù)和權(quán)利不提供含酒精飲料向未成年者,這時(shí)候政府不允許的.,How Early I

23、dentification And In Handling Of Intoxication如何提早辨識(shí)酒精中毒及處理方法,Symptom 癥狀由于飲酒過量易造成急性酒精中毒，早期出現(xiàn)面紅、脈快、情緒激動(dòng)、語無倫次、惡心、嘔吐、嗜睡等癥，嚴(yán)重者可出現(xiàn)昏迷，甚至呼吸麻痹而死亡，還可發(fā)生高熱、驚厥及腦水腫等。 The

24、rapy 治療　　急性酒精中毒者癥狀有輕重不同，一般處理原則是禁止繼續(xù)飲酒，可采用刺激舌根部以催吐，輕者飲用咖啡或濃茶可緩解癥狀，對癥狀較重者可用溫水或2％碳酸氫鈉溶液洗胃。一般醉酒者經(jīng)休息、飲茶即可較快恢復(fù)，中毒癥狀重者宜送醫(yī)院診治。對昏睡者可在洗胃后注入濃茶，出現(xiàn)昏迷者可肌注苯甲酸鈉咖啡因0.5克或戊四氮0.1～0.2克，以及利他林、回蘇林等中樞興奮劑，呼吸抑制呈表淺緩慢呼吸衰竭時(shí)可肌注山梗菜堿10毫克或尼可剎米0.375克，必

25、要時(shí)進(jìn)行人工呼吸。對嚴(yán)重中毒者可靜脈注射50％葡萄糖溶液l00ml和胰島素20單位。同時(shí)肌注維生素B6和煙酸各l00毫克，以加速乙醇氧化及促進(jìn)患者清醒。必要時(shí)可進(jìn)行血液透析。如酒精中毒伴有脫水者可于靜脈補(bǔ)液。 Prevent 預(yù)防　　避免過量飲酒是預(yù)防本病發(fā)生的最有效方法，特別是注意勿空腹大量飲酒。如確需應(yīng)酬要飲酒，必

26、需在飲酒前進(jìn)食一些含蛋白質(zhì)及脂肪豐富的食物，以避免醉酒。,Basic Signal Of Possible Guest Alcoholic Beverages Intoxication如何辨識(shí)醉酒,Proper Approach To Guests Who Are Under The Influence Of Alcoholic Beverages Intoxication如何妥善處理,How to approach? Who to

27、 approach? What’s the next step?怎樣接近?誰去接近?下一步是什么?1. Approach the guests table & identify among the group who is in clear mind set to speak with. 想辦法接近一位仍保持清醒的客人,并設(shè)法與他交談2.Present & introduce your self discre

28、etly & firmly. 當(dāng)面謹(jǐn)慎且直接的介紹自己3. Explain clearly the status of the guests alcohol intoxication situation, number of alcoholic beverages been consumed by the person & the safety of the guests. 清楚的向客人解釋醉酒的情況,

29、并清楚的道說出每位客人所飲酒精的數(shù)量,提醒他們安全消費(fèi)4. Be polite, calm, never challenge & never argue with the guests regarding the guests in handling their alcohol level. 有禮貌,鎮(zhèn)靜,從不在處理客人醉酒的時(shí)候與客人發(fā)生不愉快5. Assist intoxicated guests with c

30、are when they leave the premises. 當(dāng)客人準(zhǔn)備離開十協(xié)助照顧醉酒的客人6. If intoxicated guests “passed out” in the premises, offer assistance to their friends by calling “medical experts/ ambulance” under the approval of the guest.

31、 如果醉酒客人暈倒的情況下,協(xié)助他的朋友經(jīng)他們允許后叫救護(hù)車,7. If serious argument started, be calm, speak clearly & firmly & bring along the “security staff” to assist guests outside to leave the premises properly. 如果不可避免的與客人發(fā)生沖突,請保持

32、冷靜且說話清楚并堅(jiān)決的在保安人員的協(xié)助下,將客人請離到一個(gè)適當(dāng)?shù)牡胤?Before approaching the guests table, pls make sure that the Manager should get detail information to the waiter/ bartender about number of alcoholic beverages the guests consumed,

33、what beverages they ordered, who order the alcoholic beverages etc.請經(jīng)理人在接近客人桌子前,從服務(wù)員和調(diào)酒員處將信息收集完整,例如客人消費(fèi)了多少酒精飲料,他們點(diǎn)的什么酒水,誰去點(diǎn)的單等等.,Proper Approach To Guests Who Are Under The Influence Of Alcoholic Beverages Intoxication

34、如何妥善處理,Alcoholic Beverages Log File Procedure日常處理醉酒事件流程,Basic steps in handling the report documents to the Management:管理事件處理報(bào)告的基本步驟 If guests appears to be intoxicated call the Outlet Manager, Duty Manager &

35、; Security On Duty to make incident report. 當(dāng)客人醉酒的時(shí)候及時(shí)傳呼MOD,安保部及時(shí)做突發(fā)事件處理 A written policy on the service of alcohol should be continuously developed for your hotel. 各酒店應(yīng)該有自己的酒精服務(wù)政策 All trai

36、ning should be documented and a copy placed in the employees personnel file. 所有的培訓(xùn)應(yīng)該記錄在案并且將培訓(xùn)記錄放在員工個(gè)人檔案 A shift activity log should be completed after every shift, the log should be used to Document unus

37、ual activity. 每個(gè)班次結(jié)束以后有當(dāng)班記錄,工作日志應(yīng)該記錄一些不尋常的事件,Role Play實(shí)際演練,Just Do It,Alcoholic Beverages Intoxications Side Effect酒精過度的副作用,Vehicle accidents事故Physical fighting斗毆Lost consciousness失去意識(shí),Friendly Remind友情提示,Th

38、e drunk will give us what is meaning ? 醉酒的將給予我們的意義是什么？1 、傷害身體，酒精過量，會(huì)程度不同地造成心率加快，皮膚升溫，神志不清，控制力減弱，動(dòng)作不協(xié)調(diào)，或出現(xiàn)疲勞、惡心、頭痛、嘔吐，嚴(yán)重的還會(huì)出現(xiàn)酒精中毒現(xiàn)象。 2、醉酒后，由于身不由己而行不知所往，處不知所持，食不知所味；一種原始的沖動(dòng)使人變得野蠻、愚昧、粗暴；異常的興奮，又能誘導(dǎo)人為所欲為，出現(xiàn)迷離恍惚而又洋洋自得的舉止。人在這

39、種失去理智的狀態(tài)下很容易對周圍的人破口謾罵，動(dòng)手毆打，或者從事一些莫名其妙的破壞活動(dòng)。 3、 很難想象一個(gè)醉漢還能潛心于鉆研什么學(xué)業(yè)。醉酒的程度同智力恢復(fù)所需的時(shí)間大致成正比，在當(dāng)今知識(shí)飛快更新的信息時(shí)代，不難推算出，一個(gè)經(jīng)常醉酒的人在工作和學(xué)習(xí)上的損失到底有多大。 4、醉酒的人動(dòng)輒摔倒、撞傷，酒后開車釀成大禍一類案件屢見不鮮；酒后溺水身亡，自食惡果的一類悲劇也不乏其例，慘痛的教訓(xùn)實(shí)在太深刻了。為此，我國有關(guān)法律規(guī)定，醉酒的人違法犯