SUPPORT DOCUMENT Working with Customers & Collegues Week 13

Transcription

1 SUPPORT DOCUMENT Working with Customers & Collegues Week WAYS TO EMPTY A RESTAURANT 1. Grouchy greetings or none at all 2. Letting ladies seat themselves 3. Improperly set tables 4. Empty salt and pepper shakers 5. Empty sugar bowls 6. Guest having to ask for silverware 7. Service from wrong side 8. Reaching in front of guest 9. Not saying, "Excuse me, sir or madam" (when interrupting the guest) 10. Dirty or bent silverware 11. Chipped glasses or china 12. Coffee spilled in the saucer 13. Finger marks on plates or glasses 14. Carrying side towel over shoulder 15. Touching the mouth or nose with fingers 16. Being too familiar 17. Waiters/Waitresses standing in groups 18. Loud talking or arguments 19. Clattering of dishes 20. Littered floor 21. Forgetting items (sauces, garnishes, etc.) 22. Empty water glasses 23. Glasses too full 24. Empty bread trays, no butter 25. Dirty ashtrays 26. Reprimanding Waiters/Waitresses in the presence of guests 27. Thumb on plates 28. Holes or stained linen 29. Not giving guest a new napkin when his/her drops on the floor 30. Forgetting specific instructions such as, "no gravy", "no potatoes", "no sauce", "no lemon peel" ZGtbc TAFE Support Document 1

2 31. Rushing guests when they are not in a hurry 32. Forgetting guests' orders 33. Not presenting a menu when suggesting a dessert 34. Cold plates for hot food 35. Hot plates for cold food 36. Scraping crumbs on to the floor 37. Spilling things on the table 38. Touching food with hands 39. Removing plates before all guests are finished 40. Not removing dishes when guests are finished 41. Guests having to ask for more coffee 42. Dirty side tables 43. Ignoring guests on another Waiter's station when called 44. Asking the guest to pay the check/bill so the Waiter can go home 45. Making guests wait for the check/bill 46. Placing check/bill face up on the table 47. Not thanking the guest 48. Questioning size of tip 49. Forgetting to assist guests when leaving 50. Not saying "Goodbye" 51. Counting tips in the dining room 52. Dirty fingernails and hands 53. Sloppy uniform and shoes 54. Body odor, bad breath, too much make-up, and too much jewelry 55. Untidy hair and unshaven 2

3 SOP PREPARED BY F & B DIRECTOR GM APPROVAL Communicating during service STANDARD All service staff will know the principles of communication during service. these principles are followed to ensure guest satisfaction and efficient flow of service When communicating with anyone during service be brief and to the point. Do not ramble If guests ask for anything whether it is related to F&B or not, you should never say: that s not my job or Please check with the GRE for what tours we have. You should be able to answer, if you do not know say I will find out for you, Sir If a guest asks for a dish which is not in the menu say Sir, can I check with the Chef and let you know? Never say I am sorry I cannot help you offer suggestions and alternatives Do not stand in groups and discuss in the restaurant Check your body language whilst in the restaurant. No pointing fingers or awkward gestures When communicating with the chefs give clear instructions and speak with respect Remember even though the doors to the pantry & kitchen are closed the voice carry to the restaurant, so do not speak with loud voices / yelling / shouting Treat the kitchen stewards with respect, no throwing of cutlery / crockery / dishes for wash up and again no shouting During busy times there should be no gossiping or useless chatter. Guest and work related issues should only be discussed During service follow instructions given by the Restaurant Manager or F&B Manager. If you do not understand than ask questions, but never say yes if you have not understood them Be open minded and willing to listen and consider suggestions and ideas from others While communicating with the guest if you do not understand what they have said do not feel ashamed to say. I am sorry sir / madam I cannot understand could you kindly repeat. If you still do not understand then say I am sorry sir can I call my manager Do not talk negatively about your hotel / your colleagues / managers to others If you make mistakes than don t try to hide them for the fear of reprimand, owe up to them. sooner or later your mistakes will be known Work together as a team, if you are not busy then help your colleagues who are Show patience if the bar and kitchen are busy and tempers are flying high Always attend the briefing, take notes and ask questions Do not listen to customer s personal conversation unless necessary Do not eat, drink, smoke, chew gum in the restaurant Do not read newspapers/magazines or sing song/hum and whistle in the restaurant 3

4 SOP DEPARTMENT FOOD & BEVERAGE ISSUE DATE 25 June, 1998 PREPARED BY F & B Director GM APPROVAL Greeting the guests in the restaurant and escorting them to their table STANDARD GREETING Every guest will be greeted on arrival at the restaurant door & shown to a suitable table with minimum delay Guest will be approached by the Hostess or the staff member closest to the entrance When greeting a guest stand straight and establish eye contact The guest should receive a friendly and cheerful smile and a genuine greeting (use the Balinese greeting with both hands clasped in front of your chest and bow slightly) Greet the guest by saying Good Morning/Afternoon/Evening, Sir or Madam (if you know the name of the guest use it) welcome to the Kura Kura restaurant? QUESTIONS Why should we greet the guest with a smile? Why should we greet the guest in the Balinese way? ESCORTING STANDARD With eye contact and a smile lead the guest to his/her table with phrases such as: Please come this way Mr/Mrs... May I escort you to your table Mr/Mrs...? The Waiter/Hostess will lead the guests to the table using the most direct available route The Waiter/Hostess will never be more than 3 feet ahead of the guests The Waiter/Hostess will verbally interact with the guest using name whenever possible QUESTIONS Why do we need to lead/escort the guest to the table? Why should you never walk more than 3 feet in front of the guest? 4

5 STANDARD OPERATING DEPARTMENT FOOD & BEVERAGE ISSUE DATE 25 June, 1998 PREPARED BY F & B Director GM APPROVAL Seating the guest STANDARD Every guest will be seated at a suitable table with minimum of delay or inconvenience to him/her. Every guest will be accompanied to the table Stand 9-12 behind guest s chair Keep left leg behind and right leg forward touching the chairs back with right knee (distance between both the feet should be of the length of one shoe ) Hold the chair with both hands from the side of the back Lift the chair from the ground and pull back. Let the guest go in As the guest is sitting, move the chair forward till it is comfortable for the guest and rest the chair on the floor All ladies will be assisted in the seating procedure and age before beauty applies Staff of adjoining stations will assist with seating procedure if required and if practicable QUESTIONS Why should we help the guest with sitting down? Why should we lift the chair? 5

6 SOP DEPARTMENT FOOD & BEVERAGE ISSUE DATE 25 June, 1998 PREPARED BY F & B Director GM APPROVAL Presenting the bill STANDARD Guest will be presented with the bill / check which is accurate and tidy within three minutes of request Go to Micros and print guest check Place the bill in the folder Ensure all details on the bill are correct Present it to the host from the right Receive the payment / or let the guest sign if he is an in-house guest Close the bill folder Take it back to the cashier If the guest settles by cash, check the change and present it to the guest in a bill folder. accompanied with the copy of the bill Place the bill folder on the hosts right side and say Thank you very much Sir / madam. NOTE While presenting the bill if the guest is busy in a conversation the waiter must not wait there for the guest to pay. He should leave but his attention should be on the table. Hanging around till the guest pays up signals a negative body language that we want the guest to leave soon QUESTIONS Why do we place the bill in a folder before presenting it? Where should you place the bill folder on the table? Why do you have to ensure that all the details are correct? Why should you not wait around the table if the host is conversing with his guests? 6

7 STANDARD OPERATING DEPARTMENT FOOD & BEVERAGE ISSUE DATE 25 June, 1998 PREPARED BY F & B Director GM APPROVAL Thanking the guest STANDARD All guests are thanked in a warm & courteous manner when they leave the restaurant Waiters / waitresses have to smile, make eye contact, use hospitality phrases & call guest by name Thank guest in a warm & courteous manner & say : To residents * thank you very much enjoy the rest of your day / evening * Thank you very much, good night and sleep well * Thank you very much we will see you in the morning, sleep well To Visitors thank you for coming, we hope to see you again soon If opportunity permits help the guests to stand up by removing the chairs for them. Then escort guests out of the restaurant thanking them again and offering the ladies Frangipani flowers Along the way make some small talk with the guest, get their comments Inform the Restaurant manager / F&B manager about any complaints, compliments, comments immediately QUESTIONS Why should you help the guests by removing their chairs? Why should you thank the guests? What should you do if there is a guest complaint? Why should you try to get feed back from the guest? SOP DEPARTMENT FOOD & BEVERAGE ISSUE DATE 25 June,

8 PREPARED BY F & B Director GM APPROVAL Suggestive selling STANDARD All guests are able to create an appealing mental picture in mind when a waiter/waitress recommends them any specials. Guests should always receive assistance when they can t decide what to order Know the menu thoroughly Check the special dishes of the day Note any changes in the menu Know new or promotional items Know the cooking method & the main ingredient of each dish also know the garnish & accompaniment Know how long each dish will take to prepare Know the price of each item Know how to pronounce dishes. When recommending, try to create an appealing mental picture in the guest s mind that can influence a guests choice Use courteous & cheerful tone of voice to describe colour, size, temperature, taste, person (Our chef, bartender) - status ( delicious, excellent, popular...) Suitability (vintage, good with...) Use precise & correct expressions that suggest uniqueness or special qualities of the house Do not confuse the guest with too many suggestions, use two items at a time which are special, popular, promotional APERITIF 1. As soon as a customer is seated, ask for a pre dinner drink. May I suggest a drink before your meal, we have... &... ( never say would you like something to drink ) or may I recommend our Indonesian cocktail made with If the customer does not want a drink than up-sell Evian & Perrier. WINE 1. Once the customer have ordered food may I suggest wine to accompany your meal 2. Recommend some wines that go well with their food 3. Suggest that the guest can order by the bottle or by the glass. 4. The waiter should know the house wine & a thorough knowledge of the wines available 8

9 EXTRAS / SIDE DISHES 1. Recommend side dishes / extras with their main course. sir may I recommend exotic baby lettuce or wok tossed snow-peas with your lamb or sir may I recommend some sambal with your Nasi Goreng DESSERT 1. After the customer has completed his/ her main course, offer him / her specific dessert by saying would you like to try our rocky road soufflé for your dessert 2 Present the dessert menu with the recommendation for a specific dish Eg. you really must try our creme brulee it is delicious TEA / COFFEE 1. After the guest has finished his dessert, ask if he would like to have tea / coffee by saying We have a large selection of different teas, perhaps you would like to try one, we have a large selection of different styles of coffee, Espresso, Plunger, Decaffeinated, Liqueur 2. After the guest has ordered coffee suggest some liqueur, port, cognac along with his / her coffee. NOTE 1. Anticipate guest need for successive suggestive selling. In a hurry = Quick preparation item. On company expenses = Expensive items VIP or connoisseur = Only the best. Stare blankly at menu = Don t know need suggestion. Lonely = Friendly expressions / rapport building first. Special occasions = Champagne / wine. Budgeting type = Adequate meal at fair price. Family = Suggest the child first. Intimate couple = Offer the lady first On diet = Low calorie. 2. Help guest in selection from the menu when necessary in a pleasant manner. Do not force guests to order. 3. Try suggesting the high price items first and if possible, lower cost item if they are of similar price. Than come down to the next lower price. Be tactful, the guest should not feel that you are only suggesting high price items. 4. Acknowledge guest s order in a courteous manner. 5. Invite the chef to come and speak to the guest and helping them in suggesting chefs special. 6. Sell items on the menu based on personal attention to the guest, not high pressured sales. 7. Be able to describe portion size of each dish. and also the service time. 9

10 8. Be specific with suggestions. Ask open ended questions and not closed ended questions Do you want an appetizer with your dinner ( Poor) Sir I suggest you try our ragout of exotic mushrooms or beetroot & spinach rissotto as an appetizer to your meal.(good) Always give a choice of tree items 9. There are a lot of suggestive selling adjectives that can be used while describing various dishes of your menu. Examples: Fragrant Delicate Delicious Garden fresh Clear Savoury Fresh Cool Refreshing Creamy Succulent Fantastic Smooth Rich Moist exquisite Tart Bubbly Fluffy Elegant Mouth watering Appetising Home made Tender Crisp Traditional Sweet Oven fresh 10

11 SOP DEPARTMENT FOOD & BEVERAGE ISSUE DATE 25 June, 1998 PREPARED BY EXECUTIVE CHEF APPROVAL Conducting pre service Meetings STANDARD A pre-service meeting will be conducted at least 15 minutes prior to the service period. Inform all staff that the pre service meting will be held in a dedicated area and advise them of the time of the pre serving meeting to ensure that the are not late. Outline various areas of concern as per previous shift (i.e. there may be a guest comment reflecting quality of food that needs to be addressed during the pre service meeting. Pass on vital information such as occupancy, hotel outlet profitability, wastage through cost percentage etc. Note that if a staff member is fully informed of everything that is going on so that they can form a big picture approach to their work. This will result in higher staff motivation. Inform staff of how busy the service period will be Show them how to prepare the specials of the day and any other menu items that are not usually on a routine basis. Remind them of the departmental standards. 11

12 STANDARD OPERATING DEPARTMENT FOOD & BEVERAGE ISSUE DATE 25 June, 1998 PREPARED BY EXECUTIVE CHEF APPROVAL Reading event orders STANDARD All chefs will be able to read and understand the banquet event order, know what their function is in achieving the satisfaction of banquet precedes smoothly. The Executive Chef will obtain the banquet event order and file them in a day-by day basis. The Executive Chef will assign various assignments to staff members in the kitchen. Read the amount of covers expected for the banquet Read and understand the menu items that are required for banquet. Order any additional requirements well in advance to ensure that the preparation for the banqueting is conducted well in advance whilst causing the maximum of productivity and the minimum of last minute running around to ensure the banquet is complete. Be aware of what future banquets are so that if there is spare time with your staff, they can assist in preparing a little further out for major banquets. 12

13 Internal Communication and / with other Departments It is of high importance that godd relations between Kitchen Department and other ddepartments are in place. The Key Contacts from the Kitchen Brigde to other Departments are: - Other Kitchens, Stewarding,etc - To know and understand what other Departments need.. - Store Room Pick up of ordered Store Room Food Items, to maintain and loook after all Store Room Items - Purchasing Purchasing the best products at the best price in the best season - To manage and handle all Suppliers - Receiving - To receive and check the Quality, Quantity on ordered Food Items - FB Cost Controller - Calculating Recepies, keeping Inventory Lists, etc.. - Engineering to maintain and service our machines and equipments and for Events where we need electrical or technical assistance. - F&B Office to have and get the Best printed Menus, to collect and File all Work requests, Purchasing requests, etc - Banquets Operation and Sales to host the Best Banquets and catering Events possible, to sell and upsell our beautiful menus, Buffet decorations etc... - All Service - Outlets to achieve the confidence of the waiters in order to sell and upsell our Menus and Dishes at all times. - Housekeeping Cleanliness of the Hotel Rooms and public Areas, Flower Dekkorations, etc. - Lingerie to have the cleanest Uniforms and table Linen as well cleaning Rags at all times - HR Office all our personal Information, Ticketing, Vacation leave, medical assistance, welfare of us all, etc.. - Accounting - Receiving the appropriate figures (Foodcost), receiving our paycheck, etc... The employees of the Kitchens are always cooperative towards other Departments. We are always friendly and willing to help!! 13

14 A. Sucess The Success of the Hotel in all Aspects is the performance of All Employees READY AT ALL TIMES ALWAYS AN EYE FOR DETAILS ATTITUDE All Employees have to be at all times : - Ready - To listen to our custiomers and deliver excellency - To have a positive attitude towards the Job B. How People Learn The 5 Senses We have 5 ways how we can take information in: - Touching - Seeing - Hearing - Tasting - Smelling If we show/explain to someone something new (practical), are touching (Senses) a big role how the learning person can phiscally touch the explained. The most tasks are trained the best by repeating!!. What we learn theoretically,seeing (Sense) should be used not only and not to often!!. Hearing (Sense) is alsi very important, but should not be used too much eaither. Better in combination with other Senses. Taste and Smell only have limited impact. But they are very important especially in Kitchen and Service operation and production!!. I HEAR I FORGET I SEE I DO I REMEMBER I UNDERSTAN 14

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