Page of CR-0008 STANDARD OPERATING PROCEDURE TASK: HOW TO CLEAR PLATES, CUTLERY AND GLASSWARE TASK NUMBER: DEPARTMENT: DATE ISSUED: CR-0008 F&B – Chinese Restaurant Jan 2005 GUEST EXPECTATION: That the soiled plates, cutleries and glasses are cleared in a timely and efficient manner, without too much noise and disturbance by friendly and smiling staff 30 minutes TIME TO TRAIN: Why is this task important for you and our guests? Answers: To maximize guests satisfaction To ensure the guests’ table is cleared fast for the next course to be served To ensure there is space on the table should the guest want to continue their conversation and have a small break in between courses Page of CR-0008 STEPS 1) Approach guest table HOW/ STANDARDS Say “Excuse me, Mr./Mrs./Ms./Sir/Madam XXXX, are you ready and may I remove the plates?” TRAINING QUESTIONS (DRILL LANGUAGE) Why you need to apologize? Why you need to ask permission to clear the table? If yes, stand at the right side of the guest with your right leg slightly in front of the table 2) Clearing the table Remove soiled plates, chopsticks, glasses and unwanted equipment from the lazy susan In a Chinese custom sometimes the plates can not be cleared and most dishes will remain on the table 3) Dispose the soiled dishes 4) Wipe the table Why should you remove as much as possible off the table? Why should you offer to transfer items to smaller plates? In this case clear only empty plates and offer half empty plates to be transferred to smaller plates Deliver all the soiled items to the side station and return to the table to continue if you were not able to clear all items During the process of clearing the table, noise are to be kept to the minimum level Why should you be quiet? If required and the table is very dirty with lots of crumbs and food leftovers, wipe the table with a Why should you wipe the table? Page of CR-0008 folded napkin and a small plate 5) Collect napkins When guest have left; Clear the table with a rectangular tray and stack all equipment items neatly on the tray and transport it to the stewarding area Why should you use a rectangular tray? Why should you stack neatly? Collect all the napkins by holding the napkins at the edge and hold them in the fingers Now ask the trainee to practice the task from start to end to test competency Summary questions: Why Why Why Why Why Why Why Why you need to apologize? you need to ask permission to clear the table? should you remove as much as possible off the table? should you offer to transfer items to smaller plates? should you be quiet? should you wipe the table? should you use a rectangular tray? should you stack neatly? PHOTO INDEX #01 ... offer to transfer items to smaller plates? In this case clear only empty plates and offer half empty plates to be transferred to smaller plates Deliver all the soiled items to the side station and. .. return to the table to continue if you were not able to clear all items During the process of clearing the table, noise are to be kept to the minimum level Why should you be quiet? If required and. .. permission to clear the table? If yes, stand at the right side of the guest with your right leg slightly in front of the table 2) Clearing the table Remove soiled plates, chopsticks, glasses and unwanted