Page of CS-0012 STANDARD OPERATING PROCEDURE TASK: HOW TO SERVE A TEA TASK NUMBER: DEPARTMENT: DATE ISSUED: CS-0012 F&B - Coffeeshop Jan 2005 GUEST EXPECTATION: That tea is served in a proper way, fast and hot with complete condiments by friendly, smiling staff efficient 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 CS-0012 STEPS 1) Making the tea HOW/ STANDARDS Pre-heat two pots – fill the pot with hot water from the boiler and leave it for 2-3 minutes Loose Tea: Fill tea pot with loose tea leaves and the other tea pot with hot water only Prepare set of tea strainer on an underliner to strain the tea leaves and one small plate with two lemon slices; one in the lemon squeezer, one on the plate TRAINING QUESTIONS Why should you pre-heat the pot? Why should you wait for 2-3 minutes? Why should you have two pot, one for tea and one for hot water? Why you prepare a strainer? Why to you serve hot milk Why you serve lemon? Tea Bag: Fill tea pot with one tea bag and the other tea pot with hot water only Prepare one small plate with two lemon slices; one in the lemon squeezer, one on the plate 2) Proceed to and approach the guest table Say “Excuse me, Mr./Mrs./Ms./Sir/Madam XXXX, may I serve your tea?” If yes, stand at the right side of the guest with your right leg slightly in front of the table Place the pot or cup on a non-slip service tray together with hot milk, sugar bowl / set (Depending of the Why should you use a tray? Why should you apologize? Why should the milk be hot? Page of CS-0012 hotels’ equipment) and lemon plate STEPS 3) Serving the tea HOW/ STANDARDS Place the hot milk, sugar bowl / set (Depending of the hotels’ equipment) and lemon plate above the cup Place tea cup set on the right side of the setting, with cup handle pointing horizontally (3 o’clock) to the right and coffee spoon parallel to it on the top of the saucer 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 TRAINING QUESTIONS Why should the cup be placed on the right hand side? Why should the handle be pointing horizontally (3 o’clock)? Why should your thumb be on top of the handle? Why should you pour approximately 15-20 cm above the cup? Why should the cup be 2/3 full? Why should the pot be placed 45 degrees above the cup? Place tea pot above the cup at 45 degrees 4) Before leaving the guest table Say “Please enjoy your tea” with a smile Why should you say “Enjoy your tea?” (DRILL LANGUAGE) Note: Never refill western tea for customer unless requested by guest Now ask the trainee to practice the task from start to end to test competency Page of CS-0012 Summary questions: Why Why Why Why Why Why Why Why Why 10 11 12 Why 13 14 15 should you pre-heat the pot? should you wait for 2-3 minutes? should you pre-heat the cup? should you use a tray? should you apologize? should the cup be placed on the right hand side? should the handle be pointing horizontally (3 o’clock)? should your thumb be on top of the handle? should you pour approximately 15-20 cm above the cup? Why should the cup be 2/3 full? Why should the pot be placed 45 degrees above the cup? should you say “Enjoy your tea?” Why you prepare a strainer? Why to you serve hot milk Why you serve lemon? PHOTO INDEX #01 ...Page of CS-0012 STEPS 1) Making the tea HOW/ STANDARDS Pre-heat two pots – fill the pot with hot water from the boiler and leave it for 2-3 minutes Loose Tea: Fill tea pot with loose tea leaves... Fill tea pot with loose tea leaves and the other tea pot with hot water only Prepare set of tea strainer on an underliner to strain the tea leaves and one small plate with two lemon slices; one in... the lemon squeezer, one on the plate 2) Proceed to and approach the guest table Say “Excuse me, Mr./Mrs./Ms./Sir/Madam XXXX, may I serve your tea?” If yes, stand at the right side of the guest