HOW TO CLEAR PLATES, CUTLERY AND GLASSWARE

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: 

1. To maximize the guest satisfaction

2. To keep up 5 star image of the hotel

3. To ensure less stress during the operation time

4. To ensure there is space on the table should the guest want to continue their conversation and have a small break in between courses

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
1) Approach guest table.	Say “Excuse me, Mr./Mrs./Ms./Sir/Madam XXXX, may I remove your plates?”   If yes, stand at the right side of the guest with your right leg slightly in front of the table.	Why do you need to apologize? Why do you need to ask permission to clear the table?
2) Clearing the table	Remove soiled plates, cutleries, glasses and unwanted equipment on the table, e.g. salt & pepper. Move clockwise to clear the other guests. Carry the non-slip round tray with your left hand and clear the items with the right hand. Arrange the items neatly on the round tray	Why should the tray be non-slip? Why should you arrange the items neatly on the tray?
3) Collect napkins	Collect those napkins are dirty by fold it and replaced with fresh ones for the customers.
4）Dispose the soiled dishes	Use a rectangular tray with a tray stand and place on the side of the guest table. Deliver all the soiled items to the side station and return to the table to continue if you were not able to clear all items. Upon completion of clearing from the table, the Service staff is to remove the tray and tray stand away from the table.  During the process of clearing the table, noise are to be kept to the minimum level.
5) Crumb the table	If required and the table is very dirty with lots of crumbs and food leftovers, crumb the table with a folded napkin and a small plate. See SOP: Crumb the table	Why should you crumb the table?

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. Why do you need to apologize?

2. Why do you need to ask permission to clear the table?

3. Why should the tray be non-slip?

4. Why should you arrange the items neatly on the tray?

5. Why should you crumb the table?