Page of CR-0009 STANDARD OPERATING PROCEDURE TASK: HOW TO SERVE A CHINESE TEA TASK NUMBER: DEPARTMENT: DATE ISSUED: CR-0009 F&B – Chinese Restaurant Jan 2005 GUEST EXPECTATION: That Chinese tea is served in a proper way, fast and hot with complete condiments by friendly, smiling staff efficiently TIME TO TRAIN: 25 minutes Why is this task important for you and our guests? Answers: To To To To maximize guests satisfaction ensure teas are served in a consistent way ensure the tea is hot ensure the GSTS “Other Dining Experiences” is decreasing monthly Page of CR-0009 STEPS 1) Making the tea HOW/ STANDARDS TRAINING QUESTIONS Fill tea pot with loose tea leaves according to the quantity standard Why should you follow the tea quantity standard? Why should you sue boiling water? Why should you wait minutes? Why should you use an underplate? Fill the pot with boiling hot water and let it stand for minutes Put the tea pot on a underplate with napkin 2) Proceed to and approach the guest table Say “Excuse me, Mr./Mrs./Ms./Sir/Madam XXXX, may I serve your tea?” Why should you apologize? Why should you stand on the right? If yes, stand at the right side of the guest with your right leg slightly in front of the table 3) Serving the tea Handle the tea pot with the right hand, thumb on top and fingers at the handle’s grip Pour the tea into the cup approximately 15-20 cm above the middle of the cup until 2/3 full Why should the cup be placed on the right hand side? Why should you place the underplate under the pouring teapot? Why should you pour approximately 15-20 cm above the cup? Why should the cup be 2/3 full? Say “Please enjoy your tea” with a smile Why should you say “Enjoy your tea?” Leave the underplate in your left hand and place it under the pouring teapot to “catch” possible tea drips 4) Before leaving the guest table Page of Why should you smile? CR-0009 (DRILL LANGUAGE) 5) Place the tea pot Place the tea pot on the side station or on the table on top of the underplate Now ask the trainee to practice the task from start to end to test competency Summary questions: Why should you follow the tea quantity standard? Why should you sue boiling water? Why should you wait minutes? Why should you use an underplate? Why should you apologize? Why should you stand on the right? Why should the cup be placed on the right hand side? Why should you place the underplate under the pouring teapot? Why should you pour approximately 15-20 cm above the cup? 10 Why should the cup be 2/3 full? 11 Why should you say “Enjoy your tea?” 12 Why should you smile? PHOTO INDEX #01 ...Page of CR-0009 STEPS 1) Making the tea HOW/ STANDARDS TRAINING QUESTIONS Fill tea pot with loose tea leaves according to the quantity standard Why should you follow the tea quantity standard?... tea” with a smile Why should you say “Enjoy your tea?” Leave the underplate in your left hand and place it under the pouring teapot to “catch” possible tea drips 4) Before leaving the guest table... table Page of Why should you smile? CR-0009 (DRILL LANGUAGE) 5) Place the tea pot Place the tea pot on the side station or on the table on top of the underplate Now ask the trainee to practice