Page of CR-0019 STANDARD OPERATING PROCEDURE TASK: HOW TO SERVE “HUA TIAO WINE” TASK NUMBER: DEPARTMENT: DATE ISSUED: CR-0019 F&B – Chinese Restaurant Jan 2005 GUEST EXPECTATION: That Hua Tiao wine is served following the Chinese customs, efficiently by friendly, knowledgeable staff with a smile TIME TO TRAIN: 20 minutes Why is this task important for you and our guests? Answers: To To To To maximize guest satisfaction ensure the guest receives the wine on time ensure the service staff is knowledgeable and confident serving Hua Tiao wine ensure the proper customs of serving this wine is followed Page of CR-0019 STEPS HOW/ STANDARDS 1) Order the wine Order the wine through the POS system and pick it up from the bar 2) Proceed to the table With the bottle, wine pot and warmer filled 2/3 with hot water on a service tray Move to the host of the table and show the bottle of wine with the label facing the guests TRAINING QUESTIONS Why should you order though the POS System? (DRILL LANGUAGE) Why should you take all equipment to the table? Why should you use a service tray? Why is the warmer filled with hot water? Why should you show the bottle to the host? Say: “Here is your Hua Tiao wine sir / madam or Mr / Mrs XXX” 3) Open the bottle The bottle should be opened in front of the guest after the label is shown Cut the foil, remove the cork and wipe the top of the wine bottle with waiter’s towel Why should the bottle be opened in front of the guests? Why should you warm the wine? Pour Hua Tiao into wine pot Put wine pot into warmer with hot water to make the wine warm 4) Serve the wine Stand on the right hand of the Why should you stand on the right? CR-0019 guests Page of Why you use a waiters’ cloth? Use waiter’s towel to absorb the dripping 5) Finish Replace the remaining wine in the warmer Why you put the remainder of the wine in the pot and in the warmer? Now ask the Trainee to practice the whole task from start to end to test competency Summary questions: Why Why Why Why Why Why Why Why Why 10 should you order though the POS System? should you take all equipment to the table? should you use a service tray? is the warmer filled with hot water? should you show the bottle to the host? should the bottle be opened in front of the guests? should you warm the wine? should you stand on the right? you use a waiters’ cloth? Why you put the remainder of the wine in the pot and in the warmer? PHOTO INDEX #01 ... take all equipment to the table? Why should you use a service tray? Why is the warmer filled with hot water? Why should you show the bottle to the host? Say: “Here is your Hua Tiao wine sir / madam... is shown Cut the foil, remove the cork and wipe the top of the wine bottle with waiter’s towel Why should the bottle be opened in front of the guests? Why should you warm the wine? Pour Hua Tiao. .. the guests? Why should you warm the wine? Pour Hua Tiao into wine pot Put wine pot into warmer with hot water to make the wine warm 4) Serve the wine Stand on the right hand of the Why should