Page of CR-0012 STANDARD OPERATING PROCEDURE TASK: HOW TO CLOSE THE RESTAURANT TASK NUMBER: DEPARTMENT: DATE ISSUED: CR-0012 F&B – Chinese Restaurant Jan 2005 GUEST EXPECTATION: Being informed of closing of the restaurant, possibly with last orders Not imposing customers and that service and respect are taken in consideration 15 minutes TIME TO TRAIN: Why is this task important for you and our guests? Answers: To ensure the restaurant is closed properly To ensure the restaurant is cleaned after closing – makes opening task for early shift easier To ensure the restaurant is set and stations are stocked for the next shift To ensure light are off to save energy expenses To ensure the logbooks are filled out with the details Page of CR-0012 To ensure the keys are recorded and kept for safe keeping overnight – security and risk management STEPS 1) Make last call HOW/ STANDARDS Inform the guest on a personal basis that the restaurant will close in 15 minutes TRAINING QUESTIONS Why is the time 15 minutes and not shorter or longer? Madame/Sir, may I inform you that (DRILL LANGUAGE) our restaurant will stop serving at…… o’clock in 15 minutes, is there Why should you close the anything else we can serve you? checks? Why should you thank the Close out last checks and thank the guests? guest Any other details to be added by the hotel 2) Hostess stand The telephones have to be disconnected and kept in the Hostess cabinet Reservation book, pen and order pad to be removed and kept in the Hostess cabinet Why should the phones be disconnected? Why should these items be removed? Why should the log books go to the Room service or designated area? Deliver outlet’s log book to the Room Service (or designated area) 3) Keeping the equipment All table equipments are to be removed from the stewarding area Why should all table equipment be removed from CR-0012 and kept it in the outlet 4) Table set up 5) Start cleaning Stations to be stocked up All table setting has to be completed and cleaned Working counter, floor, stations and wall has to be cleaned and wiped Beverage bottles are to be locked inside cabinet/chiller STEPS HOW/ STANDARDS 6) Cashiering Please refer to the cashiering procedure from Accounting Acc#……………………… 7) Sign out Record information on internal log book for F&B cost controller and security Sign out on outlet sign in/out book 8) Lights Ensure all customers have vacated the area first Page of the stewarding area? Why should all the table settings be completed? Why does everything be cleaned and wiped? Why the beverages & bottles have to be locked away? TRAINING QUESTIONS Why should information be recorded in the log book Who will read the log book? Why does every staff member sign out before leaving the work place? Why should all lights be witched off? Switch board to switch off all lights 9) Power point Turn off all power sources (except fridge) Why should all power be switched off? Why should you not switch off the fridge power? Page of CR-0012 10) Keys Return all keys to team leader 11) Locking the door All doors have to be closed and locked Why should doors be locked? Who is responsible to check if door is closed? 12) Keys Return all keys to security office Why should the keys be returned to the security office? Now ask the Trainee to practice the whole task from start to end to test competency Get trainee to practice Summary questions: Why Why Why Why Who Why Why Why Why 10 11 12 does the floor, etc be cleaned and wiped? the beverages & bottles have to be locked away? should information be recorded in the log book should all the table settings be completed? will read the log book? does every staff member sign out before leaving the work place? should all lights be witched off? should the phones be disconnected? should doors be locked? Why should all table equipment be removed from the stewarding area? Why should all power be switched off? Why should you not switch off the fridge power? Page of CR-0012 13 Why should the keys be returned to the security office? PHOTO INDEX #01 ... if door is closed? 12) Keys Return all keys to security office Why should the keys be returned to the security office? Now ask the Trainee to practice the whole task from start to end to test competency... minutes, is there Why should you close the anything else we can serve you? checks? Why should you thank the Close out last checks and thank the guests? guest Any other details to be added by the hotel... Why should these items be removed? Why should the log books go to the Room service or designated area? Deliver outlet’s log book to the Room Service (or designated area) 3) Keeping the equipment