CR-0001 Page 1 of 4
STANDARD OPERATING PROCEDURE TASK NUMBER: DEPARTMENT: DATE ISSUED: TASK: HOW TO DO PRE-SERVICE OPERATION CR-0001 F&B – Chinese Restaurant Jan. 2005 GUEST That the restaurant is open on time, ready to receive the guests by friendly staff in clean EXPECTATION: and neat uniforms. TIME TO TRAIN: 20 minutes
Why is this task important for you and our guests?
Answers:
1. 2. 3.
To ensure the restaurant is open properly and ready to receive guests To ensure the restaurant is open on time
To ensure the staff is groomed and briefed for the coming service period
CR-0001 Page 2 of 4
STEPS Ready and on time to be on duty. HOW/ STANDARDS Staff must be on time to come to work with smile, clean uniform and well groomed. Pick up keys from the Security Department, open the door and turn on the light. To use checklist to check the restaurant, table and chair’s condition. Check all set-ups in the outlet: Table set-up includes flower, tea glasses, cutleries, chinaware, napkin, ashtray, and salt and pepper shaker if applicable. If required reset the tables according to the day’s reservations. Exchange dirty linens at the Housekeeping’s linen room based on a trolley exchange system “one for one”. TRAINING QUESTIONS 1. Why should the staff be on time? 2. Why should the uniforms be clean and pressed? Opening the restaurant. 1. Why should you pick up the keys from the security Check the cleanliness. 1. Why should you check the restaurant? 2. Why should you use the checklist? Check the set up and overall 1. Why should you check the set up? 2. Why should you re-set the table according to the reservations? Linen 1. Why do you use the one-to-one system?
CR-0001 Page 3 of 4 STEPS Opening the Bar. HOW/ STANDARDS Clean the bar counters with a cleaning cloth. Check bar inventory and fill in the opening stock column in the inventory file. Pick up all requested items from F & B store room. Fill ice in the clean ice bin. Prepare standard beverage garnish includes Lemon/Lime wedge; slice lemon ring, parsley and salt etc. TRAINING QUESTIONS 1. Why should you clean the bar counters? 2. Why should you use a cleaning cloth? 3. Why do you check the beverages 4. Why do you fill out the inventory sheet? 5. Why should the ice bin be clean? 6. Why should you prepare the garnishes? Daily briefing. To conduct pre-service briefing on: – Hotel information. – Daily room occupancy. – VIP’s arrival/in-house. – Customer delight practices. – Customer’s comments. – Daily Special. – Item/dishes to recommend. 1. Why should you do a briefing? Now ask the trainee to practice the task from start to end to test competency.
Summary questions:
1. 2. 3. 4. 5.
Why should the staff be on time?
Why should the uniforms be clean and pressed? Why should you pick up the keys from the security Why should you check the restaurant? Why should you use the checklist?
CR-0001 Page 4 of 4
PHOTO INDEX #01
6. Why do you use the one-to-one system? 7. Why should you clean the bar counters? 8. Why should you use a cleaning cloth? 9. Why do you check the beverages
10. Why do you fill out the inventory sheet? 11. Why should the ice bin be clean?
12. Why should you prepare the garnishes? 13. Why should you do a briefing?
