Page of CR-0021 STANDARD OPERATING PROCEDURE TASK: DIM SUM SERVICE-STEAM TO ORDER-ORDER TO BE TAKEN BY SERVER TASK NUMBER: DEPARTMENT: DATE ISSUED: CR-0021 F&B – Chinese Restaurant Jan 2005 GUEST EXPECTATION: That dim-sum is served fast and fresh by friendly staff and that whatever order system the restaurant has in place the staff is knowledgeable of the different type of service 30 minutes TIME TO TRAIN: Why is this task important for you and our guests? Answers: To To To To maximize guest satisfaction ensure the dim sum is served in the proper way according to the custom ensure the staff is knowledgeable about the ways of serving Din-Sum ensure the staff is knowledgeable on how to serve the dim-sum Page of CR-0021 STEPS 1) PROCEDURE FOR USING OF POS SYSTEM: HOW/ STANDARDS Dim Sum menu is introduced to the guest Staff requires taking down all dim sum items clearly and correctly ordered by the guests Order to be repeated and then goes to the POS station to key in the orders accordingly and accurately Say: “May I repeat your order? You ordered, XXXX, is that correct?” When the dim sum is ready, the dim sum cook is required to bring the cooked items to the pantry section for delivery (This system can differ per hotel) Pantry Head assign the food runners to deliver the dim sums to the specific table with the required condiments immediately Wait staff to TRAINING QUESTIONS Why we need to introduce the menu to the guests? Why we need to write down the order correctly? Why should you repeat the order? Why should the order be placed in the POS system accurately? Why should you cross out the items on the order slip in both the restaurant and pantry? Page of CR-0021 serve the dim-sum in the basket directly onto the guest table Cross-out the served items from the copy of the order slip in the pantry area (by pantry head) and on the table (by wait staff) STEPS 2) PROCEDURE FOR USING OF CAPTAIN’S ORDER: HOW/ STANDARDS Dim Sum menu is introduced to the guest Staff is required to write down all dim sum items clearly and correctly on the Captain’s Order Fill in the table number, date, covers and waiter code before passing it to the respective kitchen section When the dim sum is ready, the dim sum cook is required to bring the cooked items to the pantry for delivery (This system can differ per hotel) Pantry Head assign the food runners to deliver the dim sums to the specific table with the required condiments immediately Wait staff to TRAINING QUESTIONS Why we need to introduce the menu to the guests? Why we need to write down the order correctly? Why should you fill out the table number, covers and date? Why should you repeat the order? Why should you cross out the items on the order slip in both the restaurant and pantry? Page of CR-0021 serve the dim-sum in the basket directly onto the guest table Cross-out the served items from the copy of the order slip When the guest asks for the bill, the server approaches to his table, pick the card and head to cashier for billing STEPS HOW/ STANDARDS TRAINING QUESTIONS This card must be kept clean at all times on the guest table, and the quantity must be accurately marked 3) PROCEDURE FOR USING OF TABLE ORDER FORM SYSTEM: Dim sum menu items to be printed on an Order Form, guest to mark the quantity of dim sums in the box/bracket provided A dim sum order form is kept in a folder with a pen and placed on the guest table After the dim sum is marked on the Why is the folder kept on the table? Why should repeat the order? Why should the order be placed in the POS system accurately? Why should you cross out the CR-0021 form, (which can be done by the guest himself or with the assistance of the server), will then be collected and followed by putting the table number, date, number of guests and waiter code before forwarding the order to the respective kitchen section Page of items on the order slip in both the restaurant and pantry? Normal order procedure will be executed by the pantry and the kitchen section When the dim sum items delivered to the specific table, the server is required to mark off the served items on the form STEPS HOW/ STANDARDS When the guest asks for the bill, the server approaches to his table, pick the card and head to cashier for billing This card must be kept clean at all times on the guest table, and the quantity must be accurately marked TRAINING QUESTIONS Page of CR-0021 4) PROCEDURE FOR USING OF DIM-SUM TROLLEYS Various dim sum trolleys which provide steaming hot and freshlymade dim sums are moved around the restaurant by the helpers for the guests to make choices Dim sum card to be used for recording the quantity of dim sum served Wheel the trolleys to the guests or their tables Introduce different kinds of dim sums to the guests Say: “Sir / Madam, would you like to have one of these selections” Put the ordered dim sum items onto the guest table with the required condiments/sauce Mark the quantity on respective block of the card When the guest asks for the bill, the server approaches to his table, pick Why should you wheel the trolley through the tables? Why should you introduce the different kinds of dim sum? (DRILL LANGUAGE) Page of CR-0021 the card and head to cashier for billing This card must be kept clean at all times on the guest table, and the quantity must be accurately marked Now ask the Trainee to practice the whole task from start to end to test competency Summary questions: Why we need to introduce the menu to the guests? Why we need to write down the order correctly? Why should you fill out the table number, covers and date? Why should you repeat the order? Why should you cross out the items on the order slip in both the restaurant and pantry? Why should you wheel the trolley through the tables? Why should you introduce the different kinds of dim sum? PHOTO INDEX #01 ... OF DIM- SUM TROLLEYS Various dim sum trolleys which provide steaming hot and freshlymade dim sums are moved around the restaurant by the helpers for the guests to make choices Dim sum card to be. .. runners to deliver the dim sums to the specific table with the required condiments immediately Wait staff to TRAINING QUESTIONS Why we need to introduce the menu to the guests? Why we need to write... STANDARDS Dim Sum menu is introduced to the guest Staff requires taking down all dim sum items clearly and correctly ordered by the guests Order to be repeated and then goes to the POS station to key