Restaurant

Guests expect being informed of closing of the restaurant, possibly with last orders. Not imposing customers and that service and respect are taken in consideration. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To ensure the restaurant is closed properly.  To ensure the restaurant is cleaned after closing – makes opening task for early shift easier. To ensure the restaurant is set and stations are stocked for the next shift T

Guests expect that side stations are organized and clean & tidy and with a pleasant view. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time To ensure the stations are well equipment with mise-en-place STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Check to station on cleanliness Look at the station itself from every angle and clean the stains and othe

Guests expect that the soiled plates, cutleries and glasses are cleared in a timely and efficient manner, without too much noise and disturbance by friendly and smiling staff. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time To ensure there is space on the table should the guest want to continue their conversation and have a small break in betwee

Guests expect to be offered dressings and sauces to compliment my al-la-carte order. They expect staff to know the appropriate sauces and dressings to offer.  Guests expect service to be quick and friendly. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Check the captains order To make sure the correct

Guests expect tables to be set in a clean, neat and timely manner, with complete sets of eating utensils and table condiments for each place setting.  In busy restaurants they expect this task to be done quickly and correctly. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time To ensure the tables are set in a consistent manner  To ensure the table

Guests expect that the restaurant is open on time, clean and ready to receive guest. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time To avoid late opening and potential loss of business    To ensure staff is briefed of the days’ happenings   STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Staff to be ready for duty. Staff must be on time to come to w

Guests expect that plates are clean and free of any stains and are stored in a clean environment to keep the hygiene. Why is this task important for you and our guests? Answers:  To ensure maximum guest satisfaction   To ensure  the plate are clean and in good condition STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Check the plates Ensure plates are clean, dry, no water or food marks and no cracks or chips. Why should the plates be clean? Why should the plates be in good conditi

Guests expect that espresso are fresh made and serve in a pre-heated cup by friendly and smiling staff. Why is this task important for you and our guests? Answers:  To ensure maximum guest satisfaction   To ensure espressos are made consistently To ensure espressos are serve hot To ensure a lemon twist and a cookie are served STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Prepare mise en place Go to the side station and put on a service tray an espresso cup, espresso saucer and a

Guests expect that sugar bowls on the table are clean and always refilled to ensure there is different sugar for me to use. Why is this task important for you and our guests? Answers:  To maximize guests satisfaction To ensure sugar bowls are always refilled with the correct selection of the different kinds of sugar To ensure sugar bowls are clean STEPS HOW/ STANDARDS TRAINING QUESTIONS 1）Select the sugar Make sure you collect 3 kinds of sugar (Regular, Brown and Sweet & Low)

Guests expect to have the correct wine brought to the table and have the bottle of wine opened correctly so wine can be tasted properly and the wine label is intact. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure the wine brought to the table is the one chosen by the guest. To ensure the guest has the opportunity to taste the wine prior to serving our guests. STEPS HOW/ STANDARDS T

Guests expect to have the correct wine brought to the table and have the bottle of wine opened correctly so wine can be tasted properly and the wine label is intact. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure the wine brought to the table is the one chosen by the guest. To ensure the guest has the opportunity to taste the wine prior to serving our guests. STEPS HOW/ STANDARDS T

Guests expect to have the correct wine brought to the table and have the bottle of wine opened correctly so wine can be tasted properly and the wine label is intact. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure the wine brought to the table is the one chosen by the guest. To ensure the guest has the opportunity to taste the wine prior to serving our guests. STEPS HOW/ STANDARDS T

Guests expect a clean and comfortable chair in the restaurant. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To maintain the restaurant cleanliness STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Prepare a jug of hot water, stain remover and some dry towels. 2) Use a dry towel to soak up the spillage. The wet towels are never used first to wipe the affected area as this will cause the stain to s

Guests expect the buffet stations, service cutlery to be all clean and neat, and food supplement is timely. The staff explains the food in a professional and warm manner. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Maintain the cleanness of the buffet station. Keep a clean wiper to clean the buffet

Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time STEPS HOW/ STANDARDS TRAINING QUEST 1) Clean the table Approach table with tray after guest leaves.  Hold the tray with left hand and clear with the free hand. Stack the soiled dishes neatly on the tray to maximize the space.  Do not over stack to prevent accidents and breakages. Clear the napkins

Guest expect the staff to crumb the table for them in a timely and professional manner. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time STEPS HOW/ STANDARDS TRAINING QUESTIONS 1)Clean the table Check to ensure that all soiled plates, cutleries and salt and pepper have been cleared from the table after the main course Why should you clean the tab

Guest expect that the salt and pepper shakers are clean, easy to use and set properly. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Collect the shakers Collect all the salt / pepper shakers from the back station. Where can you find the shakers? 2) Separate the shakers Separate and differentiate the s

Guest expect the staff to serve the fresh and hot black tea for them in a timely and professional manner during their breakfast. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time W/ STANDARDS TRAINING QUESTIONS 1) Prepare the kettle for hot water The kettle should be polished, in good condition and without an unpleasant smell. How to check the qua

Guest expect the napkins are clean, in good condition and well folded at the restaurant. Why is this task important for you and our guests? To maximize the guest satisfaction To keep up 5 star image of the hotel To ensure less stress during the operation time STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) One pile of napkins has to be placed on the worktop. Ensure that the worktop is clean and dry.  Emphasize the importance of hygiene  Why the worktop should be clean and dry? 2)

Guest expect to be thanked for their business and support ( They can easily go somewhere else because there is a wide range of other places They can choose from) and to be requested to come back soon. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To thank guest for coming to make him/her feel good to give us their business It also gives you a last change where the guest might give you direct feedback about his experience befor