CR-0001

神玉(承德)书院 SHENGYU INSTITUDE STANDARD OPERATING PROCEDURE 运营标准 TASK NUMBER: DEPARTMENT: DATE ISSUED: TASK: HOW TO DO PRE-SERVICE OPERATION 开餐前我们应该做什么 CR-0001 F&B – Chinese Restaurant蒙古包餐厅 DEC. 2011 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?

对客人和你有哪些重要性？

Answers:

1. 2.

3.

To ensure the restaurant is open properly and ready to receive guests 确定餐厅及时开门及做好接待客人的准备 To ensure the restaurant is open on time

To ensure the staff is groomed and briefed for the coming service period

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STEPS Ready and on time to be on duty. 值班人员及时到岗 HOW/ STANDARDS Staff must be on time to come to work with smile, clean uniform and well groomed. 员工及时到岗 调整一个良好的愉悦的工作心态面带微笑 仪容仪表合格 工服整齐 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? 为什么我们要及时到岗 为什么我们的工服要保持干净整齐 1. Why should you pick up the keys from the security Opening the restaurant. 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. Why should the staff be on time?

2. Why should the uniforms be clean and pressed? 3. Why should you pick up the keys from the security 4. Why should you check the restaurant?

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PHOTO INDEX #01

5. Why should you use the checklist?

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?