Page of CR-0018 STANDARD OPERATING PROCEDURE TASK: HOW TO SERVE A HAND TOWEL TASK NUMBER: DEPARTMENT: DATE ISSUED: CR-0018 F&B – Chinese Restaurant Jan 2005 GUEST EXPECTATION: That upon seating at the table a clean hot or cold hand towel is served within minutes, on a towel tray by friendly and efficient staff 10 minutes TIME TO TRAIN: Why is this task important for you and our guests? Answers: To maximize guest satisfaction To ensure the guest receives a clean towel with tray To ensure the service staff is knowledgeable and confident serving a hot or cold towel Page of CR-0018 STEPS General HOW/ STANDARDS Hand towel will be changed during special meal period, i.e crabs, shrimps, roast pigeon Before the meal: Hot towels are served during winter and cold towel are served during summer TRAINING QUESTIONS Why you use hot towels in the winter and cold in the summer? During the meal: Only hot towels are served After the meal: Hot towels are served during winter and cold towel are served during summer 1) Pre-service towel procedure After the menu course and served the tea for guest, hand towel will be changed automatically Make the towels wet with tap water Squeeze the access water out of the towel so the towel remains damp Why should the towel be wet? Why should the towel not be to wet? Why should you roll it tightly? Fold the towel in half once and roll the towel tightly Place the towel neatly stacked in the warmer or chiller (Special equipment) 2) Prepare the towel Take the towel tong and place one towel out of the warmer / chiller and put it on the towel tray Why should you use a towel tray? Why should you use a Page of CR-0018 service tray? Place the trays on a service tray and proceed to the table 3) Serving the towel Say: “Excuse me, sir / madam or Mr / Mrs XXX, your face towel” (DRILL LANGUAGE) Present to the left hand side of guest Why should the towel be on the left hand side? Now ask the Trainee to practice the whole task from start to end to test competency Summary questions: Why should you use lukewarm water? Why should PHOTO INDEX #01 ... and cold towel are served during summer 1) Pre-service towel procedure After the menu course and served the tea for guest, hand towel will be changed automatically Make the towels wet with tap...Page of CR-0018 STEPS General HOW/ STANDARDS Hand towel will be changed during special meal period, i.e crabs, shrimps, roast pigeon Before the meal: Hot towels are served during winter and... half once and roll the towel tightly Place the towel neatly stacked in the warmer or chiller (Special equipment) 2) Prepare the towel Take the towel tong and place one towel out of the warmer /