Page of CS-0011 STANDARD OPERATING PROCEDURE TASK: HOW TO SERVE DESSERTS TASK NUMBER: DEPARTMENT: DATE ISSUED: CS-0011 F&B - Coffeeshop Jan 2005 GUEST EXPECTATION: That after the main course the dessert is served in an efficient manner, to continue the dinning experience by friendly staff TIME TO TRAIN: 20 minutes Why is this task important for you and our guests? Answers: To maximize guests satisfaction To ensure the desserts are served properly Tom ensure the guests are not too much disturbed in their conversation and experience Page of CS-0011 STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Present the dessert menu Upon completion of the meal, approach the guest on the right side and ask with a friendly manner “Excuse me, Mr./Mrs./Ms./Sir/Madam XXXX, this is the dessert menu” Why should you apologize? 2) Take the order Offer the dessert menu opened to the guest Why should you suggest the bets dessert or daily special? Why should you repeat the order? Suggest to the guest one of our best dessert or the daily special Repeat the order to the guest after written on the order pad 3) Order trough POS Order the item through the POS System for production by the Pastry or respective kitchen Why should you order through the POS System? 4) Set the table After order has been computed in the POS system, cutleries have to be laid according to the guest’s order from the right side Why you have to change the cutlery? 5) Serve the dessert Say “Excuse me, Mr./Mrs./Ms./Sir/Madam XXXX, this is your XXXX (With the main item of the dish nearest and facing to the guest Serve the children/ladies first, then the gentlemen and follow by host Page of CS-0011 (Move clockwise around the table) Note: When there are or more than guests Hold the second serving with left hand and the first serving with right hand (Other staff should assist to serve other guests if there are more than 2) 6) To finish Say: “Enjoy your dessert Mr./Mrs./Ms./Sir/Madam XXXX Now ask the trainee to practice the task from start to end to test competency Summary questions: Why Why Why Why Why should you suggest the bets dessert or daily special? should you repeat the order? should you apologize? should you order through the POS System? you have to change the cutlery? PHOTO INDEX #01 ... should assist to serve other guests if there are more than 2) 6) To finish Say: “Enjoy your dessert Mr./Mrs./Ms./Sir/Madam XXXX Now ask the trainee to practice the task from start to end to test competency... been computed in the POS system, cutleries have to be laid according to the guest’s order from the right side Why you have to change the cutlery? 5) Serve the dessert Say “Excuse me, Mr./Mrs./Ms./Sir/Madam... opened to the guest Why should you suggest the bets dessert or daily special? Why should you repeat the order? Suggest to the guest one of our best dessert or the daily special Repeat the order to