Page of CR-0007 STANDARD OPERATING PROCEDURE TASK: HOW TO SERVE CHINESE FOOD TASK NUMBER: DEPARTMENT: DATE ISSUED: CR-0007 F&B – Chinese Restaurant Jan 2005 GUEST EXPECTATION: That they are being served by friendly, efficient and smiley staff following the sequence and the Chinese custom of serving a Banquet lunch or dinner TIME TO TRAIN: 45 minutes Why is this task important for you and our guests? Answers: To To To To maximize guests satisfaction ensure that the service is friendly ensure that the Chinese food sequence is followed ensure the service is efficient and soiled dishes are cleared on time Page of CR-0007 STEPS 1) Check table HOW/ STANDARDS Check the table: complete equipment sets, clean linen, centre pieces, clean lazy susan, etc Get ready all condiments, e.g soy sauce, chili TRAINING QUESTIONS Why should you check the tables? Why should all the condiments be ready? Why should the towel be only served 10 minutes before arrival? Place hot towel on towel dish on the table 10 minutes before guests arrives 2) Welcome the guests Staff to be ready and stand by their assigned table Greet the guest by say: Thank you for coming, Mr/Mrs/Ms XXX or Sir/Madam Have a pleasant day Seat the guest by hold the shoulder of the chair pull the chair out and when the guest seat push the chair in slowly Why should the staff be ready at the assigned table? Why should you greet the guest? (DRILL LANGUAGE) Why should you pull out the chair? Why should you unfold the napkin? Unfold the napkin 3) Food service The food runner will bring the dish on a tray to the designated tables The service staff takes the dish and puts it on the lazy susan and Why we use food runners? Why does the service staff mention the dish to the guest? Why you take empty food CR-0007 mentions the dish name to the guest At the same time empty dish plates can be taken off Page of plates of the table at the same time? Why should you transfer food to smaller dishes? To clear space on the lazy susan as more dishes will be coming, food of half empty plate can be transferred to a smaller plate and returned to the table STEPS HOW/ STANDARDS TRAINING QUESTIONS 4) Maintaining & clearing the table During the meal the “bone plates” must be replaced continuously by clean ones Why should the bone plates be replaced continuously? 5) Hot towel When most of the guests at the table are finished a new hot towel is to be served on the right hand side of the guest on a towel dish Why should you serve a second towel? 6) Farewell A good indicator can be: after the rice, before the fruit Once the guests get up, assist with the chair by pulling it backwards and bit the guest farewell Say: “Thank you for coming, hope to see you again soon” Why you pull away the chair? Why you thank the guest? (DRILL LANGUAGE) Now ask the trainee to practice the task from start to end to test competency Page of CR-0007 Summary questions: Why Why Why Why Why Why Why Why Why 10 11 12 13 14 15 should you check the tables? should all the condiments be ready? should the towel be only served 10 minutes before arrival? should the staff be ready at the assigned table? should you greet the guest? should you pull out the chair? should you unfold the napkin? we use food runners? does the service staff mention the dish to the guest? Why you take empty food plates of the table at the same time? Why should you transfer food to smaller dishes? Why should the bone plates be replaced continuously? Why should you serve a second towel? Why you pull away the chair? Why you thank the guest? PHOTO INDEX #01 ... continuously? 5) Hot towel When most of the guests at the table are finished a new hot towel is to be served on the right hand side of the guest on a towel dish Why should you serve a second towel? 6) Farewell... ready? Why should the towel be only served 10 minutes before arrival? Place hot towel on towel dish on the table 10 minutes before guests arrives 2) Welcome the guests Staff to be ready and stand... more dishes will be coming, food of half empty plate can be transferred to a smaller plate and returned to the table STEPS HOW/ STANDARDS TRAINING QUESTIONS 4) Maintaining & clearing the table