餐饮部FOOD-.doc

FOOD & BEVERAGE DEPARTMENT
STANDARDS AND PROCEDURES

DEPARTENT: HORIZONS JOB CATEGORY: ALL STAFF

HEAD: HORIZON’S MANAGER G.M. APPROVAL: DATE:

TASK: MAINTENANCE OF THE SERVICE STATIONS

STANDARD: To maintain and equip the service station to the required standards. To ensure that the service station is kept clean and cleared of dirty crockery and cutlery at all times.

PROCEDURE:

1. The replenishment of the service stations should be an ongoing process. Items are replaced as they are used.

2. Mise en Place for the service stations has to be well thought out.

3. Make sure that the full range of flatware should be at the service station.

4. There should be an adequate stock of napkins and ashtrays for service.

5. The runner brings everything to the service station and the station Waiter takes it from the station to the guest table or gueridon.

6. The top of the station should always be kept clean and cleared of soiled items by the runner.

7. The service station should always be kept clean at the end of the service.

PROCEDURES: (continued)
Equipment at Service Station
Crockery

Plate B&B
Plate Desert
Sugar Bowls
Salt and Pepper Sets

Silver Cutlery

Fork Dinner
Fork Dessert
Fork Cocktail
Fork Oyster
Knife Dinner
Knife Dessert
Knife B&B
Spoon Dessert
Spoon Soup
Spoon Coffee/Tea
Spoon demi-tasse
Ladle sauce
Cake server
Oil and vinegar set
Parmesan cheese jar
Tomato ketchup etc.
Mustard jars
Matches.
Relevant condiments
Artichokes

Other Equipment
Menu and wine lists
Service trays
Round service trays
Service cloths
Waiters order pads
Ashtrays
Toothpicks and holders
Napkins
Cocktail napkins
Water jugs
Peppermill etc.
STANDARDS AND PROCEDURES

DEPARTENT: HORIZONS JOB CATEGORY: ALL STAFF

HEAD: HORIZON’S MANAGER G.M. APPROVAL: DATE:

TASK: PRESENTION OF MENU AND WINE LIST

STANDARD: All menus and wine list must be in a spotless condition.

PROCEDURE:

1. Staff ensures that all menus and wine lists are clean and free of spots, scratches, rough edges and folded corners, etc.

2. Demonstration on visual presentationD.

3. Control must be on the daily basis.

4. Each menu presented to the guest must be clean and spotless.
It is designed to be taken away by the guest if they so desire.

STANDARDS AND PROCEDURES

DEPARTENT: HORIZONS JOB CATEGORY: ALL STAFF

HEAD: HORIZON’S MANAGER G.M. APPROVAL: DATE:

TASK: BRIEFING

STANDARD: All staff should be briefed to make them aware of the operational activities so that they will be knowledgeable and confident in their work.

PROCEDURE:

1. The following points should be briefed before operations.

2. Allocation of stations and service tables.

3. Menu composition and service procedures.

4. Daily special menu composition and service procedures.

5. The types of dishes to be promoted.

6. List the non-available items for the a la carte menu.

7. List the non-available items for the wine and beverage list.

8. List the special events of the day, e.g. Dinner held by the Royal Family of Brunei, etc.

9. Any wine promotion items.

10. What current promotional item sales are wine.

STANDARDS AND PROCEDURES

DEPARTENT: HORIZONS JOB CATEGORY: ALL STAFF

HEAD: HORIZON’S MANAGER G.M. APPROVAL: DATE:

TASK: HANDLING SPECIAL SITUATION

STANDARD: Are aware of the various procedures and capable of handling them.

PROCEDURE:

1. Ensure that handicapped guests are made to feel comfortable without being overbearing. Avoid any body contact unless necessary.

2. Alert/inform Manager of any guest requiring medical attention.

3. Alert Manager or Security and assist with handling intoxicated guests.

4. Know procedures and rules and assist by directing guests during an emergency.

5. Make arrangements for any guests celebrating special events.

STANDARDS AND PROCEDURES

DEPARTENT: HORIZONS JOB CATEGORY: ALL STAFF

HEAD: HORIZON’S MANAGER G.M. APPROVAL: DATE:

TASK: HOW TO ANSWER A TELEPHONE

STANDARD: All staff must be capable of answering a telephone call in the correct manner and following set procedure.

PROCEDURE:

1. Telephone must not ring more than three times.

2. Always verify the screen.

3. If House Guest, pick up and greet guest by name. “Good evening, Mr. Wilson, Horizons Restaurant, Robert speaking. How may I help you.”

4. If Internal Department, pick up and greet, “Good evening, Horizons Restaurant, John speaking. How may I help you?”

5. If External call, pick up and greet, “Good evening, Horizons Restaurant, John speaking. How may I help you?”

STANDARDS AND PROCEDURES

DEPARTENT: HORIZONS JOB CATEGORY: ALL STAFF

HEAD: HORIZON’S MANAGER G.M. APPROVAL: DATE:

TASK:OFFER WARM, COURTEOUS AND PROFESSIONAL SERVIE

STANDARD: Always maintain a pleasant and helpful attitude and constantly strive to provide excellent service, even if it means going out of the way to assist guests.
Greet all arriving and departing guests pleasantly and cheerfully with smile.

Treat all guests with undivided attention. Remember names of regular guests and their likes and dislikes.

PROCEDURE:

1. Provide excellent service by going out of the way to assist guests when necessary.

2. Always give the right of way to guests.

3. Maintain eye contact when speaking/talking with them.

4. Avoid starting conversation with guests. An occasional greeting, e.g., “How was your day/shopping?” etc., would do. Should a guest initiate conversation, answer politely and as brief as possible. Do not engage in long conversation with guests.

5. Give undivided attention/courtesy to all guests irrespective of their financial standings.

6. Do not indulge in preferential treatment of guests according to amount of tip given. Instead, they should be acknowledged graciously.

PROCEDURES: (continued)

7. Do not appear prejudiced or biased. Avoid airs and mannerisms.

8. Be friendly but not familiar with guests.

9. Remember special events, e.g., Birthdays, Anniversaries, etc. of guests.

10. Do not discuss personal problems. Religion, politics, hotel’s affairs, and other sensitive issues with guests. If guests should discuss them, be tactful. Keep personal opinions, arguments to self.

11. Avoid eavesdropping on guests’ conversations.

12. Treat all guests/customers as individuals.

13. Accept compliments graciously and thank guest.

14. When asked for something, answer “Certainly, Sir/Madam.” Do not answer with “No problem.” Also use other words of courtesy when needed.

15. Be aware of house rules, policies, and regulations and help enforce them.

16. Do not speak in dialects or other languages except ENGLISH unless necessary. Foul language is unacceptable anywhere.

17. Approach and direct any guest who may seem “lost.”

18. Do not discuss/disclose information regarding other guests.

19. Be patient and tactful when handling difficult or intoxicated customers.

20. Do not press guests to re-order.

STANDARDS AND PROCEDURES

DEPARTENT: HORIZONS JOB CATEGORY: ALL STAFF

HEAD: HORIZON’S MANAGER G.M. APPROVAL: DATE:

TASK: MAINTAIN A SMART AND PROFESSIONAL APPEARANCE

STANDARD: Maintain a complete, clean, and well-pressed uniform. Hair is clean and neat and moderately styled. Nails are clean and well-manicured. Shoes are well polished. Moderate make-up to be worn.

PROCEDURE:

1. Check daily to ensure that uniform is complete, immaculately clean, and well-pressed. Name tag should be worn in designated area, i.e., top left of uniform.

2. Hair is moderately styled, neatly trimmed, and well brushed or combed. Hair should not fall over eyes. Coloured styles are not permitted.

3. Hands and nails are kept clean with nails neatly manicured. Use only red or pink nail polish.

4. Ensure that shoes are comfortable, well-polished, and in good condition.

5. Excessive jewelry is avoided. Long dangling earrings or bangles are discouraged.

6. Be conscious of bad breath and find ways to remedy it.

7. Maintain proper posture by standing or walking upright.
Leaning on furniture, stations, against pillars/walls, dancing and sleeping will not be allowed while on duty.

8. Speech must be clear, precise, and professional.

PROCEDURES: (continued)

9. Eating, smoking, and chewing gum will not be allowed while on duty.

10. Refrain from touching hair, face, or feet in the presence of guests.

11. Avoid grouping together, conversations should be limited only to work/business.

12. Avoid folding arms, placing hands on hips, and crossing of legs while on duty.

13. Do not wear perfume while at work.

14. Keep and maintain at least a pen to work with.

15. Be alert at all times.

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