Page of CS-0007 STANDARD OPERATING PROCEDURE TASK: HOW TO SET A TABLE AFTER THE ORDER HAS BEEN TAKEN TASK NUMBER: DEPARTMENT: DATE ISSUED: CS-0007 F&B - Coffeeshop Jan 2005 GUEST EXPECTATION: That after the order is taken the cutlery is change according to the dishes/course ordered to ensure the guests are able to eat his/her dish easily with the right utensils 30 minutes TIME TO TRAIN: Why is this task important for you and our guests? Answers: To maximize guests satisfaction To ensure the guest has the correct utensils to eat and enjoy his/her dish or course Page of CS-0007 STEPS 1) Prepare for the setting HOW/ STANDARDS Select your cutlery according to the ordered dishes and place them on a main plate covered with a folded napkin TRAINING QUESTIONS Why should you follow the ordered dishes? Why should you plate be covered by a napkin? Organise the cutlery per setting on your plate 2) Approach the table Walk slowly the guest’s table with the plate in your right hand Why should you apologize to the guest? Apologies to the guest Say: “Excuse me sir / madam, may I change your cutlery for you?” (DRILL LANGUAGE) Stand by the right side of the guest with right leg slightly in front 3) Changing the cutlery Bend over slightly to change the cutlery Start on the right hand side to change that part of the cutlery setting Follow to the left hand side to exchange the cutlery Take care of your right elbow not to hit de guest Should you have to cross the guest from the right to change the cutlery of the right, apologize first before you move ahead Why should you start n the right hand side? Why should you be careful with your elbow? Why should you apologize when crossing the guest? CS-0007 4) Finished Once finished, thank the guest by saying: “Thank you” and move away from the table quietly Page of Why should you thank the guests? Why should you move away quietly? (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 should should should should should should should should PHOTO INDEX #01 you you you you you you you you follow the ordered dishes? plate be covered by a napkin? apologize to the guest? start n the right hand side? be careful with your elbow? apologize when crossing the guest? thank the guests? move away quietly? ... and move away from the table quietly Page of Why should you thank the guests? Why should you move away quietly? (DRILL LANGUAGE) Now ask the trainee to practice the task from start to end to test... Changing the cutlery Bend over slightly to change the cutlery Start on the right hand side to change that part of the cutlery setting Follow to the left hand side to exchange the cutlery Take...Page of CS-0007 STEPS 1) Prepare for the setting HOW/ STANDARDS Select your cutlery according to the ordered dishes and place them on a main plate covered with a folded napkin TRAINING