Page of CS-0017 STANDARD OPERATING PROCEDURE TASK: HOW TO DO PRE-SERVICE OPERATION TASK NUMBER: DEPARTMENT: DATE ISSUED: CS-0017 F&B – Coffeeshop Jan 2005 GUEST EXPECTATION: That the restaurant is open on time, ready to receive the guests by friendly staff in clean and neat uniforms TIME TO TRAIN: 20 minutes Why is this task important for you and our guests? Answers: To ensure the restaurant is open properly and ready to receive guests To ensure the restaurant is open on time To ensure the staff is groomed and briefed for the coming service period Page of CS-0017 STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Ready and on time to be on duty Staff must be on time to come to work with smile, clean uniform and well groomed Why should the staff be on time? Why should the uniforms be clean and pressed? 2) Opening the restaurant Pick up keys from the Security Department, open the door and turn on the light Why should you pick up the keys from the security 3) Check the cleanliness To use checklist to check the restaurant, table and chair’s condition Why should you check the restaurant? Why should you use the checklist? 4) Check the set up and overall Check all set-ups in the outlet: Table set-up includes flower, tea glasses, cutleries, chinaware, napkin, ashtray, and salt and pepper shaker if applicable Why should you check the set up? Why should you re-set the table according to the reservations? If required reset the tables according to the day’s reservations CS-0017 5) Linen Exchange dirty linens at the Housekeeping’s linen room based on a trolley exchange system “one for one” STEPS 6) Opening the Bar HOW/ STANDARDS Clean the bar cleaning cloth counters with TRAINING QUESTIONS a Check bar inventory and fill in the opening stock column in the inventory file Pick up all requested items from F & B store room Fill ice in the clean ice bin Prepare standard beverage garnish includes Lemon/Lime wedge; slice lemon ring, parsley and salt etc 7) Daily briefing To conduct pre-service briefing on: – Hotel information – Daily room occupancy – VIP’s arrival/in-house – Customer delight practices – Customer’s comments – Daily Special – Item/dishes to recommend Page of Why you use the one-toone system? Why should you clean the bar counters? Why should you use a cleaning cloth? Why you check the beverages Why you fill out the inventory sheet? Why should the ice bin be clean? Why should you prepare the garnishes? Why should you a briefing? Now ask the trainee to practice the task from start to end to test competency Page of CS-0017 Summary questions: Why Why Why Why Why Why Why Why Why 10 11 12 13 should the staff be on time? should the uniforms be clean and pressed? should you pick up the keys from the security should you check the restaurant? should you use the checklist? you use the one-to-one system? should you clean the bar counters? should you use a cleaning cloth? you check the beverages Why you fill out the inventory sheet? Why should the ice bin be clean? Why should you prepare the garnishes? Why should you a briefing? PHOTO INDEX #01 ...Page of CS-0017 STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Ready and on time to be on duty Staff must be on time to come to work with smile, clean uniform and well groomed... STEPS 6) Opening the Bar HOW/ STANDARDS Clean the bar cleaning cloth counters with TRAINING QUESTIONS a Check bar inventory and fill in the opening stock column in the inventory file Pick up all... occupancy – VIP’s arrival/in-house – Customer delight practices – Customer’s comments – Daily Special – Item/dishes to recommend Page of Why you use the one-toone system? Why should you clean the