Page of CS-0012 STANDARD OPERATING PROCEDURE TASK: HOW TO SERVE A COFFEE TASK NUMBER: DEPARTMENT: DATE ISSUED: CS-0012 F&B - Coffeeshop Jan 2005 GUEST EXPECTATION: That coffee 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 coffees are served consistent ensure the coffee is hot ensure the GSTS “Other Dining Experiences” is decreasing monthly Page of CS-0012 STEPS 1) Make coffee by the pot HOW/ STANDARDS Pre-heat the pot – fill the pot with hot water from the boiler and leave it for 2-3 minutes TRAINING QUESTIONS Why should you pre-heat the pot? Why should you wait for 2-3 minutes? Empty the pot off the hot water Fill coffee in a heated thermos pot from the coffee brewing dispenser 2) Make coffee by the cup Rinsed the cup with over-flowing hot water, empty the cup of the water and place it under the coffee machine nozzle and then press button for regular coffee Why should you pre-heat the cup? 3) Proceed to and approach the guest table Say “Excuse me, Mr./Mrs./Ms./Sir/Madam XXXX, may I serve your coffee?” Why should you use a tray? Why should you apologize? 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, Page of CS-0012 sugar bowl / set (Depending of the hotels’ equipment) and lemon plate STEPS 4) Serving coffee by the cup HOW/ STANDARDS TRAINING QUESTIONS Place the hot milk, sugar bowl / set (Depending of the hotels’ equipment) and lemon plate above the cup Why should the cup be placed on the right hand side? Why should the handle be pointing horizontally (3 o’clock)? Place coffee 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 5) Serving coffee by the pot Place the hot milk, sugar bowl / set (Depending of the hotels’ equipment) and lemon plate above the cup Place coffee 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 coffee pot with the right hand, thumb on top and fingers at the handle’s grip Pour the coffee into the cup approximately 15-20 cm above the middle of the cup until 2/3 full 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? Page of CS-0012 Place coffee pot above the cup at 45 degrees 6) Before leaving the guest table Say “Please enjoy your coffee” with a smile Why should you say “Enjoy your coffee?” (DRILL LANGUAGE) 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 Why 10 11 12 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? Why should you say “Enjoy your coffee?” PHOTO INDEX #01 ... cup handle pointing horizontally (3 o’clock) to the right and coffee spoon parallel to it on the top of the saucer Handle the coffee pot with the right hand, thumb on top and fingers at the handle’s... water, empty the cup of the water and place it under the coffee machine nozzle and then press button for regular coffee Why should you pre-heat the cup? 3) Proceed to and approach the guest table... pot above the cup at 45 degrees 6) Before leaving the guest table Say “Please enjoy your coffee? ?? with a smile Why should you say “Enjoy your coffee? ” (DRILL LANGUAGE) Now ask the trainee to practice