Page of CS-0009 STANDARD OPERATING PROCEDURE TASK: HOW TO CLEAR PLATES, CUTLERY AND GLASSWARE TASK NUMBER: DEPARTMENT: DATE ISSUED: CS-0009 F&B - Coffeeshop Jan 2005 GUEST EXPECTATION: That the soiled plates, cutleries and glasses are cleared in a timely and efficient manner, without too much noise and disturbance by friendly and smiling staff 30 minutes TIME TO TRAIN: Why is this task important for you and our guests? Answers: To maximize guests satisfaction To ensure the guests’ table is cleared fast for the next course to be served To ensure there is space on the table should the guest want to continue their conversation and have a small break in between courses Page of CS-0009 STEPS 1) Approach guest table HOW/ STANDARDS Say “Excuse me, Mr./Mrs./Ms./Sir/Madam XXXX, are you ready and may I remove the plates?” TRAINING QUESTIONS (DRILL LANGUAGE) Why you need to apologize? Why you need to ask permission to clear the table? If yes, stand at the right side of the guest with your right leg slightly in front of the table 2) Clearing the table Remove soiled plates, cutleries, glasses and unwanted equipment on the table, e.g salt & pepper Move clockwise to clear the other guests Why should you remove as much as possible off the table? Why should the tray be nonslip? Why should you arrange the items neatly on the tray? Carry the non-slip round tray with your left hand and clear the items with the right hand Arrange the items neatly on the round tray 3) Collect napkins 4) Dispose the soiled dishes Collect all the napkins by holding the napkins at the edge and hold them in the fingers underneath the tray Deliver all the soiled items to the side station and return to the table to continue if you were not able to clear all items Why should you hold the napkins underneath the tray? CS-0009 Note: For or more than guests Use a rectangular tray with a tray stand and place on the side of the guest table Page of Why should you use a rectangular tray? Why should you use a tray stand? Upon completion of clearing from the table, the Service staff is to remove the tray and tray stand away from the table During the process of clearing the table, noise are to be kept to the minimum level 5) Wipe the table If required and the table is very dirty with lots of crumbs and food leftovers, wipe the table with a folded napkin and a small plate Why should you wipe the table? See SOP: CS-0010 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 you need to apologize? you need to ask permission to clear the table? should you remove as much as possible off the table? should the tray be non-slip? should you arrange the items neatly on the tray? should you hold the napkins underneath the tray? should you use a rectangular tray? should you use a tray stand? should you wipe the table? CS-0009 PHOTO INDEX #01 Page of ... napkins at the edge and hold them in the fingers underneath the tray Deliver all the soiled items to the side station and return to the table to continue if you were not able to clear all items Why... crumbs and food leftovers, wipe the table with a folded napkin and a small plate Why should you wipe the table? See SOP: CS-0010 Now ask the trainee to practice the task from start to end to test... is to remove the tray and tray stand away from the table During the process of clearing the table, noise are to be kept to the minimum level 5) Wipe the table If required and the table is very