Page of CR-0023 STANDARD OPERATING PROCEDURE TASK: PRIVATE DINING ROOM SERVICE TASK NUMBER: DEPARTMENT: DATE ISSUED: CR-0023 F&B – Chinese Restaurant Jan 2005 GUEST EXPECTATION: That the private dining room has an upper market service then the main dining room, the staff is experienced, discreet and knowledgeable Mostly the dishes will be served on an individual basis to the guest by friendly staff with a smile TIME TO TRAIN: 15 minutes Why is this task important for you and our guests? Answers: To maximize guest satisfaction To ensure the guests are satisfied with the special attention given in the private dining rooms To ensure the private dining room service is different then the main dining room Page of CR-0023 To ensure the staff is aware and well trained on how to handle individually served dishes To ensure the staff is discreet and provide “low key” but attentive service STEPS Pre-check (Before the guests arrive) HOW/ STANDARDS The PDR must be set up as per requested such as: number of attendance, table and seating arrangements, tabletop requirements… Check whether the guest is the first time visiting or on the guest history record If the name is on the list, look at the guest history record to find out the guest’s likes, dislikes and special requirements, and apply accordingly If the menu has been confirmed, table menus must be placed on the table Type of menu cover is offered is based on the menu price All mise-en-place must be checked and ready for service and ensure that those are what the guest requested Service Bar must be open If there has been no pre-beverage order, a small beverage display to be set up discretely Set up pre-dinner cocktail area if required The staff assigned for the PDR must check whether the kitchen order is in order and in TRAINING QUESTIONS Why should the PDR be set up according to the number if guests? Why should you check if this is the first time for the guest Why should you check the guests’ history? Why is the menu placed on the table? Why is the menu cover based on the menu price? Why should all mise-en-place be ready? Why should small beverage display be set up? Why should you follow up with the kitchen? Why should all the sauce be ready? Page of CR-0023 place as requested and ready for service (if the menu has been confirmed) Have all condiments and sauces ready according to the menu STEPS HOW/ STANDARDS Check if there is any special requests such as seating arrangements, baby chair, number of seats, table decorations, face towels, serving gears, operating equipments, special wine/beverage arrangements, no pork no lard, vegetarian… TRAINING QUESTIONS 10 Why should you check for special arrangements? 11 Why should all the equipment be ready on standby? Any special requests must be executed, have the beverages stand by and the related equipments ready such as: glasses, wine cooler/ baskets, warmer for Chinese Hua Tiao Wine, pot, cups dried prunes, rock sugar… Guest arrive Soya sauce, tidbits can be pre-set on the table, face towels can be pre-placed, drinking water can be pre-poured, wine can be opened to let it breath if the wine is confirmed in advance The manager must introduce himself to the host or the organizer, in the mean time he should find out what is the nature of the party unless he has known before hand If this is a birthday party, he should check whether the cake has been arranged and who is the birthday guest, so the arrangements can be made, meanwhile he should also introduce the staff who is assigned to take care of this party to the guest Why should the manager introduces himself? Why should you check for a birthday cake? If not organized, why should you order a cake? (If time permits) Why should the staff know who the host and guest of honor are? Page of CR-0023 The staff must get to know who the host is, who the organizer is, who the guest of honor is, how they should be addressed, and go through once again with the host or the organizer all details( the best timing is to it before the arrival of the rest of the guests) STEPS Menu HOW/ STANDARDS Check whether wines/ liquors/ beverages displayed on the service bar meet with the host’s requirements i.e.: he would like to go for premium brands, regular brands or alternated immediately Why should you check if the beverages meet the requirements? If the menu is not yet confirmed, a set menu proposal must be ready of different price ranges and kept aside, when the host or the organizer arrived can show it to him Why should have a number of set menus available? Why should the menus be of different price ranges? Why is a set menu operationally preferred? Alternatively the a la carte menu can be given Serving individual courses TRAINING QUESTIONS (Internal note for staff only: for kitchen operation, a set menu is preferable) Prepare the food arrival by made bone plates and serving cutlery ready for use When food runner arrives with the food items on a large plate, service staff to take the plate and show it to the guests Why should you prepare the food arrival? Why should you show and announce the dish to the guest? (DRILL LANGUAGE) Say: “Please, here is your XXX (Name of the dish), I will plate it for you” (The last part does not have to be mentioned all the time, especially when the guests are in conversation, Why you dish out on the Page of CR-0023 just introduce the dish then) Go to the side station with the food plate Divide the food onto the smaller plates; use some of the decoration to decorate the smaller plates (This has to be done in a fast manner to avoid the food getting too cold) side? Why should you use the decoration as well? Why should the plates look similar? All plates should have same quantity and look STEPS HOW/ STANDARDS TRAINING QUESTIONS Serve the dishes; VIP first, then ladies (mature ladies first) and the host as last (DRILL LANGUAGE) During dinner Finished When finished, say: “Enjoy your XXX” (name of the dish) The assigned staff to stand by, and must not keep the room unattended The manager should assign the guest’s favorable staff to serve the party (if any) When the guests are getting ready to leave, assist with their chairs by pulling it back Assist with their coat if required and thank them for their visit Say: “Thank you for coming Mr / Mrs XXX (No sir /madam, by now the staff should know the guests’ name!) Why should the assigned staff not leave the room? Why should the favorite service staff be assigned? Why should you assist the guests? Why should you thank the guest? Why should you use their name? Now ask the Trainee to practice the whole task from start to end to test competency Page of CR-0023 Summary questions: Why Why Why Why Why Why Why Why Why 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 should the PDR be set up according to the number if guests? should you check if this is the first time for the guest should you check the guests’ history? is the menu placed on the table? is the menu cover based on the menu price? should all mise-en-place be ready? should small beverage display be set up? should you follow up with the kitchen? should all the sauce be ready? Why should you check for special arrangements? Why should all the equipment be ready on standby? Why should the manager introduces himself? Why should you check for a birthday cake? If not organized, why should you order a cake? (If time permits) Why should the staff know who the host and guest of honor are? Why should have a number of set menus available? Why should the menus be of different price ranges? Why is a set menu operationally preferred? Why should you prepare the food arrival? Why should you show and announce the dish to the guest? Why you dish out on the side? Why should you use the decoration as well? Why should the plates look similar? Why should the assigned staff not leave the room? Why should the favorite service staff be assigned? Why should you assist the guests? Why should you thank the guest? Page of CR-0023 28 Why should you use their name? PHOTO INDEX #01 ... beverages stand by and the related equipments ready such as: glasses, wine cooler/ baskets, warmer for Chinese Hua Tiao Wine, pot, cups dried prunes, rock sugar… Guest arrive Soya sauce, tidbits can... say: “Enjoy your XXX” (name of the dish) The assigned staff to stand by, and must not keep the room unattended The manager should assign the guest’s favorable staff to serve the party (if any)... /madam, by now the staff should know the guests’ name!) Why should the assigned staff not leave the room? Why should the favorite service staff be assigned? Why should you assist the guests? Why should