Page of CR-0003 STANDARD OPERATING PROCEDURE TASK: HOW TO PRESENT THE MENU TASK NUMBER: DEPARTMENT: DATE ISSUED: CR-0003 F&B – Chinese Restaurant Jan 2005 GUEST EXPECTATION: That the menu is handed to the guest within 5-10 minutes after being seated and that the menu specials and the not available item are explained 20 minutes TIME TO TRAIN: Why is this task important for you and our guests? Answers: To maximize guests satisfaction To ensure the guests are quickly attended to To ensure the guests are aware of the special to enhance the guests’ choice and to generate potentially additional revenues To avoid disappointment should the guest order a dish which is not available Page of CR-0003 STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Check the state of the menu Hostesses should always check all the menu pages and cover to ensure the menus are clean Why should the menu always be neat & clean? 2) Self introduction “Good Morning/Afternoon/Evening, Mr./Mrs Sir/ Madam, my name is XXXX, here is the menu please” Why should you introduce yourself? 3) Presenting the menu Standing at the right side of the guest, bend the upper body slightly; present the opened menu (first page) in front of the guest and say: “This is the menu, please” (use your right hand) Why should you open the menu for the guest? Why should you explain the not available items first before explaining the specials? If there are ladies in the group, serve the elderly lady first, gentleman next, host last 4) Explain which dishes are not available for that day Apologize and explain to the guests which dishes are not available Say: ”I am terrible sorry but the XXX Page of CR-0003 is not available today, instead I would recommend, XXX (You can start here to explain today’s specials, without asking if they would mind – see next step) STEPS 5) Introduce today’s specials HOW/ STANDARDS Ask the guest if they mind you explaining the special to them Say:”Would you mind me explaining you today’s specials?” Standing straight at the table rotating your eye contact with the guest around the table and summarize the special with a clear voice in details TRAINING QUESTIONS Why should you ask “permission” first to explain the specials? Why should you keep eye contact with all guests? Why should you follow the meal order? Follow the meal order: Starts with entrees, soup, fish and meats (If special are applicable) Leave the desserts for after dinner Now ask the trainee to practice the task from start to end to test competency Summary questions: Why Why Why Why Why should should should should should the menu always be neat & clean? you introduce yourself? you open the menu for the guest? you explain the not available items first before explaining the specials? you ask “permission” first to explain the specials? CR-0003 Why should you keep eye contact with all guests? Why should you follow the meal order? PHOTO INDEX #01 Page of ... Introduce today’s specials HOW/ STANDARDS Ask the guest if they mind you explaining the special to them Say:”Would you mind me explaining you today’s specials?” Standing straight at the table... name is XXXX, here is the menu please” Why should you introduce yourself? 3) Presenting the menu Standing at the right side of the guest, bend the upper body slightly; present the opened menu (first... CR-0003 STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Check the state of the menu Hostesses should always check all the menu pages and cover to ensure the menus are clean Why should the menu always