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Food and beverage standard procedures

This document outlines food and beverage service standards and training plans for various positions. It includes standards for preparing restaurant and bar areas, taking and serving orders, and clearing duties. Specific standards cover preparing sideboards, laying tables for breakfast, greeting guests upon seating and ensuring their breakfast is completed within 30 minutes. The document provides details on what employees must know to competently perform their duties.

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STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE GUEST SERVICE TRAINING PLANS: FOOD AND BEVERAGE INDEX TO TRAINING PLANS Restaurant WAITER/ WAITRESS: Departmental Training Needs Analysis and Training Record Room Service WAITER/ WAITRESS: Departmental Training Needs Analysis and Training Record Bars BAR ATTENDANT: Departmental Training Needs Analysis and Training Record Conference/ Banqueting WAITER/ WAITRESS: Departmental Training Needs Analysis and Training Record GUEST SERVICE STANDARDS: FOOD AND BEVERAGE SERVICE STANDARD NUMBER INDEX TO SERVICE STANDARDS FB1 RESTAURANT PREPARATION: Sideboards and Service Areas FB2 RESTAURANT PREPARATION: Breakfast Service Preparation FB3 RESTAURANT SERVICE: Breakfast Service Procedure FB4 RESTAURANT SERVICE: Breakfast Buffet Service FB5 RESTAURANT PREPARATION: Lunch/ Dinner Service Preparation FB6 RESTAURANT SERVICE: Meet, Greet and Seat Procedure FB7 RESTAURANT SERVICE: Table Drinks Service FB8 RESTAURANT SERVICE: Taking a Food Order FB9 RESTAURANT SERVICE: Serve Bottled Wines FB10 RESTAURANT SERVICE: Food Service Procedure FB11 RESTAURANT SERVICE: Restaurant Billing Procedure FB12 ROOM SERVICE: Service Area Preparation FB13 ROOM SERVICE: Taking GUEST Orders FB14 ROOM SERVICE: Preparing a Room Service Tray FB15 ROOM SERVICE: Order Delivery FB16 BAR SERVICE: Service Area Preparation FB17 BAR SERVICE: Drinks Service FB18 CONFERENCE/ BANQUETING: Prepare, Service and Clear Function Rooms
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB1: RESTAURANT PREPARATION: Sideboards and Service Areas Job Position: Waiter / Waitress GUEST SERVICE STANDARD The Restaurant is clean, laid up and in good repair, ready for GUEST Service 15 minutes before service times. Skills Development Framework: FSSP3 FS09 – Prepare and clear areas for table service PERFORMANCE STANDARD The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • Service areas clean, free from damage and ready for use. • Stocks of service items, linen and equipment are sufficient, clean and ready for service. • Sideboard/ Service Area stocked with sufficient and appropriate crockery, cutlery and service utensils for service. Crockery is checked for chips and removed from service. Inside of cups are checked for stains. • Condiments are checked (and refilled where necessary) and containers wiped/ cleaned before service. • Restaurant furniture is checked and is clean, free from damage and correctly positioned for food service. • Table items are clean and correctly laid up ready for food and drink service. • Menus, wine lists and promotional items are checked and ready for service. • The following are checked prior to service:- Lighting and light bulbs Music and music levels Windows clean Planters Airconditioning Chairs cleaned and placed Buffet and Service Gear Public Toilets Sideboard stocking to include:- - Sideplates - Cups and Saucers - Folded linen/ paper serviettes - Ashtrays - Toothpicks - Wrapped mints - Cutlery Condiments to include:- - Tomato Sauce - HP Sauce - Worcester Sauce - Oil and Vinegar - English and French Mustard - Pepper Mills Tables checked for wobbles and unevenness. Menus and Wine Lists are clean and in good condition. Toilets to be regularly checked during service. The employee is able to clean, store and prepare sufficient stocks of linen and food service items and equipment prior to service. The employee is able to follow all restaurant cleaning procedures including restaurant mise-en-place preparation, timeously and efficiently, with regard to work organisation and attention to detail. The employee is able to prepare condiments and sideboards ready for service. The employee is able to ensure that restaurant furniture is clean and undamaged before and after service. The employee is able to set up hot and cold beverage dispensers such as fruit juice dispensers and filter coffee machines. Employee is able to complete and process necessary requisition forms for linen, dry stores, crockery, etc. The Employee is able to fold serviettes for the appropriate service. The Employee is able to check that menus and wine lists are in a clean and good condition prior to service. The Employee is able to check that dockets, till rolls, account folios, etc are sufficient for service.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB2: RESTAURANT PREPARATION: Breakfast Service Preparation Job Position: Waiter / Waitress GUEST SERVICE STANDARD Tables are laid up with the required cutlery, crockery, glassware and condiments in accordance with the type of meal to be served, and in accordance with the Hotel’s standards. Skills Development Framework: FSSP3 FS09 – Prepare and clear areas for table service PERFORMANCE STANDARD The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • Table cloths or table mats are checked and are clean, free of tears or stains and in good repair. • Tables are correctly positioned and free of wobbles. Seats are free from debris and damage and are clean and correctly positioned. • Cutlery is clean, polished and correctly positioned in the place setting i.e. Meat Fork (left) and Meat Knife (right) placed on either side of place setting; Dessert Spoon and Dessert Fork placed above setting. Side knife placed to left on the sideplate. • Crockery is placed, as appropriate – sideplate to right hand side of meat fork and cup and saucer (ear of cup facing to right), and teaspoon (placed at top of cup with handle to right) placed above Meat Knife. • Paper or linen serviette is folded in triangle and placed either on the sideplate or in the middle of the place setting. • Condiments and table accessories are neatly positioned in the centre of the table and include:- - Salt and Pepper cruet - Sugar bowl containing White and Brown sugar sachets and "Canderel" sweetener sachets - Butter and margarine - Ashtray or "No Smoking" sign. • Check cruets clean and filled. Empty sugar bowl, wipe and refill with sugar sachets. Use covered plate or covered tray to carry cutlery. All cutting edges of knives should face to the left. Covers should be laid directly opposite each other. Corporate logo is visible if paper napkins are used. Check inside of cup is clean and that crockery is not chipped, cracked or stained. Employee is able to lay up tables for breakfast service, ensuring the cleanliness of linen/ place mats, crockery, cutlery and glassware, in accordance with the service standards, efficiently and with due regard to work flow.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB3: RESTAURANT SERVICE: Breakfast Service Procedure Job Position: Waiter / Waitress GUEST SERVICE STANDARD GUESTS are greeted and seated upon entering the Restaurant and billing procedures completed. The GUEST is able to complete a full breakfast within 30 minutes of having been seated. Skills Development Framework: FSSP3 FS10 – Provide a Table Service PERFORMANCE STANDARD The employee must be able to provide table service (breakfast service) in an effective, prioritised and organised manner. The employee must understand the importance of carrying out service tasks in such a way that GUEST’s needs are the priority. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • The GUEST is greeted upon entering restaurant and shown to available table. The GUEST is acknowledged by a member of service STAFF within 60 seconds of being seated. • The Breakfast buffet/ ordering procedure is explained to the GUEST. "Our breakfast buffet has a selection of fruit juices, fresh fruit, yoghurts and cereals as well as a selection of hot dishes. Please help yourself. • Tea or Coffee is offered and served within 2 minutes after the GUEST has been seated. "May I offer you some tea or coffee?" • Dirty plates, glasses and cutlery are cleared and replaced as soon as possible after GUEST has completed any course. • Toast is delivered to GUEST's table with main course (i.e. eggs, bacon, etc.) where there is no toaster on the buffet for self-service • Refill of coffee is offered during meal. • Dirty ashtrays are changed during service (if applicable in designated smoking areas). Breakfast billing procedures must be adhered to. Where the GUEST is required to sign a breakfast docket, the GUEST’s name and room number must be compared to the GUEST list. GUEST is offered a choice of hot or cold milk with their tea or coffee. Tea pot should be placed on table. Plates are cleared from the GUEST's right hand side. Check sufficient and appropriate cutlery on table. Check sufficient butter on table. Place a clean ashtray upside down over the dirty ashtray so that it forms a lid. Lift both ashtrays from table. Turn clean ashtray upright and place it on the table. Employee adheres to the welcoming and seating procedure for GUESTS and ensures GUESTS are attended to within 3 minutes of GUESTS being seated. The Employee is able to advise GUESTs on the breakfast buffet content and is able to serve tea/coffee and specific breakfast food orders to the standards laid down. The Employee is able to serve pre-plated food to the GUEST’s table and offer appropriate condiments. The Employee is able to clear tables of crockery, cutlery and glassware when necessary during and after food service, utilising correct clearing procedures and with minimum disturbance to the GUESTS. Employee is able to prepare the GUEST's breakfast docket, receive and accurately process all methods of payment (including credit cards, Prokard discounts, and signing of GUEST bills to the GUEST's Room account.) and close off the restaurant docket. The Employee is able to deal with unexpected situations e.g. spillages, breakages, GUEST requests, etc.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB4: RESTAURANT SERVICE: Breakfast Buffet Service Job Position: Waiter / Waitress GUEST SERVICE STANDARD A full breakfast buffet with all specified items is available to the GUEST during specified service times. The breakfast buffet is maintained during service with items being replenished as necessary. Skills Development Framework: FSSP3 FS12 – Provide a Carvery/ Buffet Service PERFORMANCE STANDARD The employee must be able to prepare a breakfast buffet in an effective, attractive, hygienic and organised manner. The employee must understand the importance of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • The Breakfast Buffet is clean and all items correctly positioned for food service. • Table linen and decorative display items are clean, free from damage and correctly arranged for food service. • Plates and crockery on buffet are checked for cleanliness and are sufficient for service (and at appropriate temperature). • Sufficient service gear is available on the buffet for food service. • Condiments, accompaniments, preserves, etc. are correct for food service and all containers clean. • Buffet dishes are checked and replenished as necessary during service. • Where applicable, the food is portioned, served and arranged and assistance given to GUESTS as appropriate. • The necessary dish identification signage is placed on the buffet and the sign corresponds with the appropriate buffet item. The Employee is able to lay out required food and non-food items on a Breakfast Buffet display with due consideration to display, safety and hygiene. The Employee is able to maintain the Buffet through on- going checks and replenishing items such as glasses, crockery, juices, fruit, cereals, etc where necessary. The employee is able to advise GUESTS on the buffet content and items. The Employee is able to assist GUESTS by serving items from the Buffet, using the correct service technique. The Employee is able to deal with unexpected situations such as breakages, spillages, soiled linen, etc.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB5: RESTAURANT PREPARATION: Lunch/ Dinner Service Preparation Job Position: Waiter / Waitress GUEST SERVICE STANDARD Tables are laid up with the required cutlery, crockery, glassware and condiments in accordance with the type of meal to be served, and in accordance with the Hotel’s standards. Skills Development Framework: FSSP3 FS09 – Prepare and Clear Areas for Table Service PERFORMANCE STANDARD The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • Table cloths or Table mats are checked and are clean, free of tears or stains and in good repair. • Tables are correctly positioned and free of wobbles. Seats are free from debris and damage and are clean and correctly positioned. • Cutlery is clean, polished and correctly positioned in the place setting i.e. Meat Fork (left) and Meat Knife (right) placed on either side of place setting; Dessert Spoon and Dessert Fork placed above setting. Side knife placed to the left on the sideplate. • Crockery is placed, as appropriate – sideplate to left hand side of meat fork. • Paper or linen serviette is folded in triangle and placed on sideplate or in the middle of the setting. Side knife placed on top of folded serviette. • The wine glass is placed to the right of the cover, above the Meat knife. • Condiments and table accessories are neatly positioned in the centre of the table and include:- - Salt and Pepper cruet - Sugar bowl containing corporate White and Brown sugar sachets./ tubes and sweetener sachets - Butter and margarine. - Ashtray or "No Smoking" sign. - Flower table decoration. • Check cruets clean and filled. Empty sugar bowl, wipe and refill. Use covered plate or covered tray to carry cutlery. All cutting edges of knives should face to the left. Covers should be laid directly opposite each other. Corporate logo is visible if paper napkins are used. Polish glasses - handle by stems. Employee is able to follow all restaurant cleaning procedures including restaurant mise-en-place preparation, timeously and efficiently, with regard to work flow and attention to detail (See Service Standard FB1). Employee is able to lay up tables for lunch/ dinner service, ensuring the cleanliness of linen/ place mats, crockery, cutlery and glassware, in accordance with the service standards, efficiently and with due regard to work flow.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB6: RESTAURANT SERVICE: Meet, Greet and Seat Procedure Job Position: Waiter / Waitress GUEST SERVICE STANDARD GUESTS are greeted and seated upon entering the Restaurant. Menus and Wine Lists are presented and preliminary drinks service is completed, within the service times, to the required service standard. Skills Development Framework: FSSP3 FS10 – Provide a Table Service FS11 – Provide a Table Drink Service PERFORMANCE STANDARD The employee must be able to provide table service (lunch/ dinner service), including table drink service, in an effective, prioritised and organised manner. The employee must understand the importance of carrying out service tasks in such a way that GUEST’s needs are the priority. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • GUESTS are greeted upon entering the restaurant and personally escorted to the allocated table. • Assistance is given in seating GUESTS. • GUESTS are greeted and welcomed by Waiter/ Waitress within 60 seconds of the GUESTS being seated. • The menu is presented to all GUESTS. • The Wine List is presented to the Host. • The GUEST is asked if they would like to order drinks. "May I bring you an apéritif or something to drink in the meantime?" • Drinks are delivered to GUEST within 3 minutes of the beverage order being taken. Waiter/ Waitress gives his/her name to the GUEST and advises the GUEST that he/ she will be serving the table. The Menu is presented open, from GUEST's right hand side, female GUESTS first. (Menus must be clean and in good repair). The wine list is presented, open, to Host. (Wine Lists must be clean and in good repair) See Table Drinks Service Standard. The employee is able to ascertain GUEST needs and requirements upon entering the restaurant (i.e. number of GUESTS, smoking/ non-smoking, location, etc) and act upon these identified needs accordingly. The employee is able to escort GUESTS to appropriate tables and present menus and wine lists. The Employee is able to advise GUESTS on alcoholic and non-alcoholic beverages and their availability. The Employee is able to serve drinks (including bottled wines), in appropriate glasses, using the correct service procedure.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB7: RESTAURANT SERVICE: Table Drinks Service Job Position: Waiter / Waitress GUEST SERVICE STANDARD GUESTS are presented with the Wine List and preliminary drinks orders are taken and served, within the service times, to the required service standard. Skills Development Framework: FSSP3 FS11 – Provide a Table Drink Service FS14 – Serve bottled wines PERFORMANCE STANDARD The employee must be able to provide table drink service, in an efficient, organised manner. The employee must understand the importance of carrying out tasks in such a way that GUEST’s needs are the priority. The employee must be able to assist GUESTS in choosing a bottle of wine and serve the wine in the appropriate manner. The employee must have a good knowledge of the wines on the wine list. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • The GUEST is asked if they would like to order drinks. "May I bring you an apéritif or something to drink in the meantime?" • Drinks are delivered to GUEST within 3 minutes of the beverage order being taken. • Drinks are served to the GUESTS, with bottled beverages being poured for the GUEST as appropriate. • In the case of bottled wine service, the appropriate service procedure is followed. Should GUESTs not wish to order wine, or if additional drinks are ordered in addition to wine, the order should be taken, starting with the GUEST to the right of the Host and moving anti- clockwise around the table. Repeat the drinks order to the GUESTs to ensure order is correct. Additional drinks may be served while the GUEST is reviewing the Wine List and Menu. Drinks are served, using tray service, at the correct temperature and with the correct glass type, as soon as possible. Bottled drinks are poured for the GUEST at the table. The Employee is able to take drinks orders, process the orders and serve the drinks (including bottles of wine) to the required standard and using the correct glasses and accompaniments. The Employee is knowledgeable about the availability of listed wines and the basic categories (i.e. semi-sweet, dry, etc). The employee is able to deal with unexpected situations (eg. The wrong order is delivered, breakages, spillages, chipped glassware, etc.)
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB8: RESTAURANT SERVICE: Taking a Food Order Job Position: Waiter / Waitress GUEST SERVICE STANDARD The GUEST is advised of recommendations, availability of menu items and of specialities of the day. The GUEST’s food order is accurately written down in accordance with the laid down procedure. Skills Development Framework: FSSP3 FS10 – Provide a Table Service PERFORMANCE STANDARD The employee must be able to provide table food and drink service, in an efficient, organised manner. The employee must understand the importance of carrying out tasks in such a way that GUEST’s needs are the priority. The employee must be able to assist GUESTS in choosing a bottle of wine and serve the wine in the appropriate manner. The employee must have a good knowledge of the wines on the wine list. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • Rolls/ bread basket are placed on table or served. • Unused covers are removed by placing serviette on sideplate and placing unused cutlery onto covered sideplate. • The wine order is taken and served. • GUESTS are advised on daily specials or Chef's recommendations. "May I tell you about our specials today? We have..." • The GUEST is asked if they would like to order. "Would you like to place your order?" • The GUEST's food order is taken accurately. Service personnel are able to advise GUEST on menu content and methods of preparation. • Menus are collected from the GUESTS and order placed with Kitchen. Rolls/ bread must be served at the appropriate temperature. Check that sufficient butter is available on the table. See Service Standard FB9: Serve Bottled Wines Explain daily specials/ which dishes/ menu items are unavailable and answer questions GUESTS may have. GUESTS must be allowed sufficient time to make their menu choices. Note special requests (e.g. medium rare, baked potato, etc). Note number of dishes and time order taken. Repeat the order back to the GUEST. Employee is able to advise GUEST on menu content and preparation methods, take the GUEST's order accurately and efficiently and process the order. The Employee is knowledgeable about the availability of listed menu items and “specials of the day” and is able to advise on recommendations when asked. The employee is able to accurately complete a restaurant docket order, noting special requests, and is able to process the order. The employee is able to deal with GUEST’s special requests and/or handle GUEST complaints. The employee is able to deal with situations relating to the non-availability of menu items and are able to advise GUESTS on alternative choices.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB9: RESTAURANT SERVICE: Serving Bottled Wines Job Position: Waiter / Waitress GUEST SERVICE STANDARD The GUEST is advised of available wines and recommendations. The GUEST’s wine order is accurately written down in accordance with the laid down procedure. Skills Development Framework: FSSP3 FS14 – Serve bottled wines PERFORMANCE STANDARD The employee must be able to assist GUESTS in choosing a bottle of wine and serve the wine in the appropriate manner. The employee must have a good knowledge of the wines on the wine list. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • The GUEST is presented with the Wine List informed of any wines that are not available. • The GUEST is allowed an opportunity to review the Wine List. • The GUEST is asked if they wish to order wine with their meal. • The wine order is taken and the order processed. • The GUEST is presented with the bottle of wine and, upon approval, the wine is opened. • The host is poured a small amount to “taste” and, when the host has approved, the other GUESTS are served and then the Host’s glass is filled. • Glasses are refilled as required. • When the bottle is empty, the Host is asked if they wish another bottle of the same wine or if they wish to see the wine list. Repeat the wine order back to the GUEST to ensure the correct order has been taken. Ensure you know what wines are not available. Note who has ordered the wine. This will be the person who will usually do the first “tasting”. Present the bottle in the palm of the hand to the host or the person who ordered the wine, with the label facing them so the GUEST can read the label. Only open the wine once the host is satisfied. If possible, open the wine at a sideboard or away from the table (but still in view of the GUEST). Ensure sufficient wine glasses are on the table. Wine is served at the appropriate temperature, in the appropriate glasses Pour from the GUEST’s right hand side. Do not overfill glasses: ⅔ for white wine and ½ for red. Check if the GUESTS would like more wine by presenting the wine bottle to them. Employee is able to advise GUEST on wine types and the availability of listed wines on the wine list. The employee is able to take the GUEST's wine order accurately and efficiently and process the order. The employee is able to serve the wine in the appropriate manner and in accordance with the service standrd. The employee is able to deal with GUEST’s special requests and/or handle GUEST complaints. The employee is able to deal with situations relating to the non-availability of wine list items and are able to advise GUESTS on alternative choices. The employee is able to deal with unexpected situations such as spillages, breakages, corks breaking in the neck of the bottle, etc.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB10: RESTAURANT SERVICE: Food Service Procedure Job Position: Waiter / Waitress GUEST SERVICE STANDARD GUEST’s orders are delivered to the table, within the required service times, and served appropriately to the service standard required. Skills Development Framework: FSSP3 FS10 – Provide a Table Service PERFORMANCE STANDARD The employee must be able to provide table food service, in an efficient, organised manner. The employee must understand the importance of carrying out tasks in such a way that GUEST’s needs are the priority. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • Appropriate cutlery is laid prior to the service of Starters. • Appetisers/ Starters are served within 10 to 15 minutes of the order being taken. Starters are identified when being placed on the table. • Appropriate condiments/ accompaniments are offered/ served to the GUEST . • Appetisers/ starters are cleared within 3 minutes of the GUEST finishing. • Appropriate cutlery is re-laid prior to the service of the main course. • The GUEST's main course is served, at the appropriate temperature, within 10 to 15 minutes of the starter being cleared. • Appropriate accompaniments are offered and served. • Waiter/ Waitress checks back with table within 5 minutes of main course being served. "Are you enjoying your meal?" "May I bring you anything else?". • All dirty crockery and cutlery is cleared within 3 minutes after GUESTS have finished with each course. • Toothpicks are placed on the table after completion of the main course. Use covered plate or covered tray to carry cutlery to the table. The correct food order is served to each GUEST as appropriate. Use covered plate or covered tray to carry cutlery to the table. All dishes of one course are served at the same time. Dishes are identified when placed in front of the GUEST. Ashtrays are changed before serving food orders and again during service of the meal (if applicable in the smoking section) Leftover food items and condiments or accompaniments are removed from the table when appropriate. The Employee is able to manage his/ her orders from the pass to ensure these are served to the GUEST’s table timeously and efficiently. The employee is able to set the table with the required cutlery in accordance with the menu items ordered. The employee is able to serve food orders to the standards laid down, and is knowledgeable on the methods of service and accompaniments for each dish. The employee is able to check that the food served is as ordered and of the quality and quantity required. The Employee is able to serve each dish to each GUEST, using appropriate service methods, in accordance with the laid down service procedures with the correct accompaniments. The Employee is able to deal with unexpected situations such as breakages, spillages, soiled linen, etc. The employee is able to deal with situations where a GUEST is unhappy with their meal. The Employee is able to clear tables of crockery, cutlery and glassware when necessary during and after food service, utilising correct clearing procedures and with minimum disturbance to the GUESTS.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB11: RESTAURANT SERVICE: Restaurant Billing Procedure Job Position: Waiter / Waitress GUEST SERVICE STANDARD Dessert and/ or coffee service is completed. Restaurant dockets are accurately prepared and presented. Payment is processed with minimum delay and inconvenience to the GUEST. Skills Development Framework: FSSP3 XX10 – Maintain Data in a Computer System PERFORMANCE STANDARD The employee should be able to capture and maintain data in a computer / billing system and produce a complete GUEST docket. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • GUESTS are offered further service after completion of main course (desserts/ coffee service). "May I offer you the dessert menu or would you like coffee?" • Further dessert/ coffee service is completed. "May I bring you anything else or would you like your bill? • The Restaurant docket is prepared upon the GUEST requesting the bill. • The Restaurant docket is presented to the GUEST (Host) in a folder, with a pen and wrapped mints, and placed on the Host's right hand side. • The docket is removed once it is seen that the GUEST has placed money, a credit card or has signed the bill, and the transaction is processed. • Change/ credit card vouchers/ signed dockets are presented to the GUEST within 2 minutes of payment being made. • The GUEST is thanked for his patronage. "Thank you Mr ......., I do hope you have a pleasant evening." Before presenting the restaurant docket to the GUEST the docket is checked to ensure that all items are correctly charged. Credit Card procedure is correctly followed. Where payment is made by credit card or the GUEST signs the bill, use the GUEST's name - The employee is able to operate a till point/ register (See Service Standard G7: Operate a Payment Point and process Payments. The Employee is able to prepare the GUEST's docket, receive and accurately process all methods of payment (including credit cards, Prokard discounts, and signing of GUEST bills to the GUEST's Room account.) and close off the restaurant docket. The employee is able to process a GUEST Prokard discount in accordance with the procedures set out in the Prokard Training Manual. The employee is able to receive payment from the GUEST, calculate and make correct change and present to the GUEST.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB12: ROOM SERVICE: Service Area Preparation Job Position: Waiter / Waitress GUEST SERVICE STANDARD The Room Service Area is clean, correctly stocked and laid up prior to and during service times. Sufficient food and beverage, crockery, cutlery, linen and equipment stocks are available and are checked prior to service. Skills Development Framework: FSSP1 FS06 – Prepare and Clear Areas for Room Service PERFORMANCE STANDARD The employee must be able to prepare for room service in a hygienic, competent and organised manner. The employee must understand the importance of preparing the room service area within determined time frames in order to maximise GUEST satisfaction. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • The Room Service area is clean and service equipment clean and correctly located for use. • Sufficient stocks of food items, crockery, cutlery, linen and service equipment is available and ready for service. • Condiments and accompaniments are prepared and ready for service. • All room service items (incl. trays) are set up for service. • Bar and beverage stocks are correctly stored and rotated as required. • Used and soiled service linen is prepared for laundering or disposed of correctly. • Clean and fill:- - Cruet Sets - Sugar - Condiments • Polish cutlery and glasses • Collect cloches (food covers) and clean • Check glassware and crockery for cracks and chips. • Stock and set sideboards. • Check stationery requirements (incl. dockets and billing forms). • Check and stock linen requirements for service. • Prepare butter, jams, etc. • Set room service trays and place on tray racks. • Ensure enough cutlery in cutlery trays. • Prepare used and soiled linen for laundry. The Employee is able to follow all cleaning procedures and Room Service mise-en-place preparation, timeously and efficiently, with regard to work flow and attention to detail. The Employee must be able to operate and maintain basic equipment such as electric toasters, hot water urns, till machines (including changing audit rolls), stoves, etc. The Employee is able to maintain stock count sheets, fill in requisition sheets for dry goods and fresh supplies, crockery, linen, stationery, etc The Employee is able to lays up trays to the required standard for the type of service, ensuring the cleanliness of linen, crockery, cutlery and glassware, in accordance with the service standards, efficiently and with due regard to work flow.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB13: ROOM SERVICE: Taking GUEST Orders Job Position: Waiter / Waitress GUEST SERVICE STANDARD The Room Service GUEST Service phone is answered within 3 rings and Room Service orders and requests are accurately recorded in an efficient and courteous manner. Skills Development Framework: FSSP3 FS21 – Provide a Room Service PERFORMANCE STANDARD The employee must be able to provide a Room Service in a way that promotes the organisation and encourages repeat business. The employee must understand the importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ ORDER TAKING • The Room Service phone is answered within three to five rings. • The Department and Service Attendant is identified. "Room Service, good morning/ afternoon, (Name) speaking, how may I help you?" • The GUEST's order or request is ascertained. Appropriate questions are asked to ascertain GUEST requirements. • The GUEST's Room number and order is repeated to GUEST together with confirmation of special requests. "May I repeat your order to ensure that I have all the details, Mr James?". "And your Room number is ...?" • Inform the GUEST of the applicable Tray Charge. • The GUEST is informed of approximate time for delivery. "You will receive your order in approximately ... minutes, Mr James." Where the phone cannot be answered in required time, offer an apology to the GUEST. Where possible, use the GUEST's name while taking the order. The time the order was taken must be noted on the docket. Guideline Times:- Beverages - 15 minutes Snacks - 20 minutes Meals - 20 - 30 minutes If there are unforseen delays in processing the order in the time advised, the GUEST should be informed promptly. If, after taking an order, the dish is unavailable, phone the GUEST back, apologise and offer another suggestion. The Employee must be able to advise GUESTs on menu content and preparation methods, take the GUEST's order accurately and efficiently and process the order. The employee is able to advise the GUEST on alternative suggestions where certain menu items might not be available. The Employee must be knowledgeable on the methods of service and accompaniments for each dish or beverage.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB14: ROOM SERVICE: Preparing a Room Service Tray for Service Job Position: Waiter / Waitress GUEST SERVICE STANDARD Room Service trays are correctly laid up with crockery, cutlery, glassware, linen and condiments in accordance with the GUEST’s Food or Beverage order. Skills Development Framework: FSSP3 FS21 – Provide a Room Service PERFORMANCE STANDARD The employee must be able to provide a Room Service in a way that promotes the organisation and encourages repeat business. The employee must understand the importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ TRAY LAYUP • The Room Service tray is covered with a fresh linen tray cloth/ covering, clean and without tears or stains. • Appropriate cutlery, for the dishes ordered, is wrapped in a clean folded linen serviette or according to the Hotel’s standard. • Appropriate glassware and crockery is placed on the Room Service Tray. Glassware and crockery is checked for chips and stains. • Condiments, including sugar bowls, salt and pepper cruets, etc appropriate for the GUEST’s food or beverage order, are placed on the Room Service Tray. An appropriate tray decoration (flower in a vase) is placed on the tray (Premier Protea Hotels only). FOOD AND BEVERAGE SERVICE • Food items are served at the appropriate temperature and are covered for service (a cloche or similar may be used but direct contact with the food must be avoided). • Beverage items are served at the appropriate temperature and in the appropriate containers. • Items that may spill during transportation are secured to prevent spillage. • All food items are covered (e.g. milk jugs, salads, etc) The employee must be able to layup the tray with prepared food or beverage items in accordance with the GUEST’s order and to the standards laid down. The Employee must be able to check that the food issued by the kitchen corresponds with the GUEST’s order and that the quality, presentation and temperature are of a high standard. The Employee is able to serve food using clean and undamaged crockery with due regard to hygiene. The Employee must be knowledgeable on the methods of service and accompaniments for each dish or beverage. The employee must be able to prepare beverages or small items (i.e. tea, coffee, Milo, milkshakes, sandwiches, salads, etc) according to the GUEST’s order. The employee must be able to operate preparation equipment such as a microwave to heat food, coffee machines, hot water urns, blenders, etc.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB15: ROOM SERVICE: Order Delivery Job Position: Waiter / Waitress GUEST SERVICE STANDARD Room Service orders are delivered to the GUESTS room, at the appropriate temperature and correctly laid out, within 15 minutes for beverages and within 30 minutes for a meal, of the order being placed by the GUEST. Skills Development Framework: FSSP3 FS21 – Provide a Room Service XX10 – Maintain Data in a Computer System PERFORMANCE STANDARD The employee must be able to provide a Room Service in a way that promotes the organisation and encourages repeat business. The employee must understand the importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction. The employee should be able to capture and maintain data in a computer / billing system and produce a complete GUEST docket. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ DELIVERY • Delivery is made to GUEST room within 5 minutes of time promised and within the service times set. • The Knocking and Entering Procedure is adhered to and the GUEST is greeted (by name where possible). Knock three times, "Room Service". • All food and beverages served covered and at the proper temperature (hot or cold) with appropriate condiments, cutlery and crockery. • The GUEST is asked about tray placement and Service Attendant offers to pour tea/ coffee/ beverages. • Further service is offered to the GUEST. "Is there anything else you require?" • The Room Service docket is presented in a folder, together with a pen, to the GUEST for signature. • The GUEST is informed about tray collection procedure. • The GUEST is wished an enjoyable meal and a pleasant day. The GUEST must be advised if order will be late. Inform the GUEST that he may telephone Room Service for tray collection or may place tray outside Room. The Employee must be able to work in a systematic and thorough manner and be able to work under pressure, ensuring the Room Service service standards and delivery times are achieved. The employee is able to deliver the order to the correct room within acceptable time limits. The employee is able to deal with unexpected situations (e.g. GUESTs not answering the door, requests for items not on the menu, incorrect orders, etc) The Employee is able to prepare the GUEST's docket, operate the paypoint and is able to prepare required Room Service docket summaries or reports accurately.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB16: BAR SERVICE: Service Area Preparation Job Position: Bar Attendant GUEST SERVICE STANDARD The Bar is clean and stocked 15 minutes before scheduled service times with sufficient stocks, at the required temperatures, for full service period. Skills Development Framework: FSSP5 FS04 – Prepare and clear areas for drink service FS05 – Clean and Store Glassware FS07 – Clean and restock drinks machines/ equipment FS16 – Maintain kegs and gas cylinders for use PERFORMANCE STANDARD The employee must be able to prepare drink service areas in a hygienic, proficient and systematic manner. The employee must understand the importance of preparing the drink service area within determined time frames in order to maximise GUEST satisfaction. Each Employee must be able to clean and handle glassware in an efficient, hygienic and organised manner. The Employee must understand the importance of preparing the glassware and cleaning area within the specified time frames. Each Employee must be able to prepare drink machines/equipment in a hygienic, efficient and systematic manner. The Employee must understand the importance of preparing the drink machines/equipment in accordance with specifications Each Employee must be able to prepare for use of kegs and gas cylinders. The Employee must be able to check for faults understand the importance of carrying out his tasks according to specifications. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • Requisitions for beverage stocks are timeously made in accordance with the Hotel procedure. • Stocks for bar service are replenished to the required levels and are stored and correctly arranged for service. • Stock is rotated according to Hotel procedures. • Glasses are checked and packed for convenience during service. • Drink accompaniments are prepared and stored ready for service, incl.:- - ice and water - food garnishes for drinks - cordials or minerals or juices Glassware is checked for cleanliness and free of chips. Sufficient range and quantity is available for service. The employee is able to take a bar stock count and complete a beverage requisition form to bring the bar up to par stock. The employee is familiar with stock rotation and is able to pack fridges and storage areas in accordance with stock rotational requirements. The employee is able to complete a stock take form and any other related paper work.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB16: BAR SERVICE: Service Area Preparation Job Position: Bar Attendant • Service equipment is checked incl:- - bottle openers and cork screws - Till rolls and dockets - measures and pourers and drip trays - ice buckets and tongs - knives and chopping boards - optics - glassware - coasters and dripmats - all electrical equipment for bar service. • Counters, shelves and refrigerated units are clean and free from dust. • Drink dispensing equipment is in good working order and kegs filled. • Bar furniture and counter/ table items are checked, clean and correctly arranged. • Signage and promotional material is current, accurate, free from dirt and correctly displayed. Check public toilets to ensure cleanliness and sufficiently stocked with toilet paper, paper towels, soap, etc.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB17: BAR SERVICE: Drinks Service Job Position: Bar Attendant GUEST SERVICE STANDARD Drinks and beverages are served to GUESTS, at the appropriate temperature and in the correct glasses, with appropriate mixers, promptly and courteously. Skills Development Framework: FSSP5 FS18 – Provide a drink service for licensed premises FS15 – Prepare and serve cocktails FS14 – Serve bottled wines XX22 – Operate a payment point and process payments PERFORMANCE STANDARD The employee must be able to provide a Bar Service in a way that promotes the organisation and encourages repeat business. The employee must understand the importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction. The employee should be able to capture and maintain data in a computer / billing system and produce a complete GUEST docket. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • GUESTS are acknowledged, with a verbal greeting, by the Bar Attendant within 60 seconds . • Recommendations are made and the GUEST's order is ascertained. The GUEST's order is repeated and order served within 2 minutes of order being taken. • Coasters are placed in front of GUEST before order is served. • All drinks are served in correct glasses with appropriate garnishes/ and or accompaniments (i.e. slice of lemon with Gin and Tonic). • Bottled drinks/ beverages are poured for the GUEST. • Ashtrays are emptied and cleaned during bar service. • The GUEST's drinks are replenished when appropriate. • Payment is accepted and change made and given to GUEST together with till slip or docket.. • The GUEST is thanked for his/ her patronage when change is given. Where appropriate, the cocktail list/ wine list is presented open to the GUEST and recommendations made. Check glasses clean and polished before serving the order- beer glasses should be chilled. Ask the GUEST if you may pour the drink for him/ her. Employee is able to dispense drinks and beverages according to GUEST's requirements and laid down service standards. The employee is knowledgeable of the various types of drinks and the correct preparation and presentation of such drinks. Employee is able to maintain high bar service standards. Employee is able collect payment, operate the till register, and deal with various payment methods. Employee is able to complete end of shift reconciliations, float counts and complete the required control documentation.
STANDARDS OF OPERATION AND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB18: CONFERENCE/ BANQUETING: Prepare, Service and Clear Function Rooms Job Position: Waiter GUEST SERVICE STANDARD Conference Rooms are set up as per the GUEST's requirements and the Function Sheet. All equipment is correctly set up and checked prior to the Conference taking place. The Function Room is clean and tables laid to the required standard. Skills Development Framework: FSSP1 FS08 – Prepare, Service and Clear Function Rooms PERFORMANCE STANDARD Each Employee must be able to prepare Function Rooms for service in an effective, hygienic and organised manner. The Employee must understand the importance of preparing the service area within the specified time frames. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • Function Sheets are checked to ascertain the GUEST's requirements. • Carpets and floor coverings are vacuumed and cleaned. • Tables and chairs are set up to the required room layout specifications. Chairs are checked that they are clean and free of debris and in good repair. • Tables are laid with the appropriate linen/ coverings. Linen is free from tears and damage. • Glassware, Water Jugs, Cordials etc. are placed on the table in accordance with set procedures • Corporate stationery, conference pads, pencils, etc are placed on the table in accordance with set procedures • Flip Charts are free from damage and positioned in a sturdy position as per the Function Sheet. Sufficient Flip Chart paper is available. • Sufficient pens are provided for the Flip Chart. Pens are checked that all are working. • All audio visual equipment is set up according to the Function Sheet. Equipment is correctly set and checked to be in correct working order. Sufficient extension leads are available for use if required. • Function Room lighting is checked, all light bulbs and switches are in working order. • Airconditioning controls are checked and set. • Music/ audio systems are checked. Electrical leads are safely secured or covered. The employee is able to ascertain the correct room layout, seating plan, equipment set-up and other requirements from the function sheet. Employee is able to lay up Room in appropriate style, ensuring the cleanliness of linen, crockery, cutlery and glassware, in accordance with the service standards, efficiently and with due regard to work flow. Employee is able to assemble various conference equipment, incl. audio-visual equipment to the requirements of the organiser, with due regard to safety and security of personnel and equipment. Employee is able to advise GUEST on carvery/ buffet service. The employee is able to serve drinks and food orders to the standards laid down, and is knowledgeable on the methods of service and accompaniments for each dish. The employee is able to set up and serve tea/ coffee/ beverages as required and to the laid down standard. The employee is able to take an equipment stock count and complete a correct inventory control and records for audio- visual equipment and other conference equipment and furniture.

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Food and beverage standard procedures

  • 1.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE GUEST SERVICE TRAINING PLANS: FOOD AND BEVERAGE INDEX TO TRAINING PLANS Restaurant WAITER/ WAITRESS: Departmental Training Needs Analysis and Training Record Room Service WAITER/ WAITRESS: Departmental Training Needs Analysis and Training Record Bars BAR ATTENDANT: Departmental Training Needs Analysis and Training Record Conference/ Banqueting WAITER/ WAITRESS: Departmental Training Needs Analysis and Training Record GUEST SERVICE STANDARDS: FOOD AND BEVERAGE SERVICE STANDARD NUMBER INDEX TO SERVICE STANDARDS FB1 RESTAURANT PREPARATION: Sideboards and Service Areas FB2 RESTAURANT PREPARATION: Breakfast Service Preparation FB3 RESTAURANT SERVICE: Breakfast Service Procedure FB4 RESTAURANT SERVICE: Breakfast Buffet Service FB5 RESTAURANT PREPARATION: Lunch/ Dinner Service Preparation FB6 RESTAURANT SERVICE: Meet, Greet and Seat Procedure FB7 RESTAURANT SERVICE: Table Drinks Service FB8 RESTAURANT SERVICE: Taking a Food Order FB9 RESTAURANT SERVICE: Serve Bottled Wines FB10 RESTAURANT SERVICE: Food Service Procedure FB11 RESTAURANT SERVICE: Restaurant Billing Procedure FB12 ROOM SERVICE: Service Area Preparation FB13 ROOM SERVICE: Taking GUEST Orders FB14 ROOM SERVICE: Preparing a Room Service Tray FB15 ROOM SERVICE: Order Delivery FB16 BAR SERVICE: Service Area Preparation FB17 BAR SERVICE: Drinks Service FB18 CONFERENCE/ BANQUETING: Prepare, Service and Clear Function Rooms
  • 2.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB1: RESTAURANT PREPARATION: Sideboards and Service Areas Job Position: Waiter / Waitress GUEST SERVICE STANDARD The Restaurant is clean, laid up and in good repair, ready for GUEST Service 15 minutes before service times. Skills Development Framework: FSSP3 FS09 – Prepare and clear areas for table service PERFORMANCE STANDARD The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • Service areas clean, free from damage and ready for use. • Stocks of service items, linen and equipment are sufficient, clean and ready for service. • Sideboard/ Service Area stocked with sufficient and appropriate crockery, cutlery and service utensils for service. Crockery is checked for chips and removed from service. Inside of cups are checked for stains. • Condiments are checked (and refilled where necessary) and containers wiped/ cleaned before service. • Restaurant furniture is checked and is clean, free from damage and correctly positioned for food service. • Table items are clean and correctly laid up ready for food and drink service. • Menus, wine lists and promotional items are checked and ready for service. • The following are checked prior to service:- Lighting and light bulbs Music and music levels Windows clean Planters Airconditioning Chairs cleaned and placed Buffet and Service Gear Public Toilets Sideboard stocking to include:- - Sideplates - Cups and Saucers - Folded linen/ paper serviettes - Ashtrays - Toothpicks - Wrapped mints - Cutlery Condiments to include:- - Tomato Sauce - HP Sauce - Worcester Sauce - Oil and Vinegar - English and French Mustard - Pepper Mills Tables checked for wobbles and unevenness. Menus and Wine Lists are clean and in good condition. Toilets to be regularly checked during service. The employee is able to clean, store and prepare sufficient stocks of linen and food service items and equipment prior to service. The employee is able to follow all restaurant cleaning procedures including restaurant mise-en-place preparation, timeously and efficiently, with regard to work organisation and attention to detail. The employee is able to prepare condiments and sideboards ready for service. The employee is able to ensure that restaurant furniture is clean and undamaged before and after service. The employee is able to set up hot and cold beverage dispensers such as fruit juice dispensers and filter coffee machines. Employee is able to complete and process necessary requisition forms for linen, dry stores, crockery, etc. The Employee is able to fold serviettes for the appropriate service. The Employee is able to check that menus and wine lists are in a clean and good condition prior to service. The Employee is able to check that dockets, till rolls, account folios, etc are sufficient for service.
  • 3.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB2: RESTAURANT PREPARATION: Breakfast Service Preparation Job Position: Waiter / Waitress GUEST SERVICE STANDARD Tables are laid up with the required cutlery, crockery, glassware and condiments in accordance with the type of meal to be served, and in accordance with the Hotel’s standards. Skills Development Framework: FSSP3 FS09 – Prepare and clear areas for table service PERFORMANCE STANDARD The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • Table cloths or table mats are checked and are clean, free of tears or stains and in good repair. • Tables are correctly positioned and free of wobbles. Seats are free from debris and damage and are clean and correctly positioned. • Cutlery is clean, polished and correctly positioned in the place setting i.e. Meat Fork (left) and Meat Knife (right) placed on either side of place setting; Dessert Spoon and Dessert Fork placed above setting. Side knife placed to left on the sideplate. • Crockery is placed, as appropriate – sideplate to right hand side of meat fork and cup and saucer (ear of cup facing to right), and teaspoon (placed at top of cup with handle to right) placed above Meat Knife. • Paper or linen serviette is folded in triangle and placed either on the sideplate or in the middle of the place setting. • Condiments and table accessories are neatly positioned in the centre of the table and include:- - Salt and Pepper cruet - Sugar bowl containing White and Brown sugar sachets and "Canderel" sweetener sachets - Butter and margarine - Ashtray or "No Smoking" sign. • Check cruets clean and filled. Empty sugar bowl, wipe and refill with sugar sachets. Use covered plate or covered tray to carry cutlery. All cutting edges of knives should face to the left. Covers should be laid directly opposite each other. Corporate logo is visible if paper napkins are used. Check inside of cup is clean and that crockery is not chipped, cracked or stained. Employee is able to lay up tables for breakfast service, ensuring the cleanliness of linen/ place mats, crockery, cutlery and glassware, in accordance with the service standards, efficiently and with due regard to work flow.
  • 4.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB3: RESTAURANT SERVICE: Breakfast Service Procedure Job Position: Waiter / Waitress GUEST SERVICE STANDARD GUESTS are greeted and seated upon entering the Restaurant and billing procedures completed. The GUEST is able to complete a full breakfast within 30 minutes of having been seated. Skills Development Framework: FSSP3 FS10 – Provide a Table Service PERFORMANCE STANDARD The employee must be able to provide table service (breakfast service) in an effective, prioritised and organised manner. The employee must understand the importance of carrying out service tasks in such a way that GUEST’s needs are the priority. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • The GUEST is greeted upon entering restaurant and shown to available table. The GUEST is acknowledged by a member of service STAFF within 60 seconds of being seated. • The Breakfast buffet/ ordering procedure is explained to the GUEST. "Our breakfast buffet has a selection of fruit juices, fresh fruit, yoghurts and cereals as well as a selection of hot dishes. Please help yourself. • Tea or Coffee is offered and served within 2 minutes after the GUEST has been seated. "May I offer you some tea or coffee?" • Dirty plates, glasses and cutlery are cleared and replaced as soon as possible after GUEST has completed any course. • Toast is delivered to GUEST's table with main course (i.e. eggs, bacon, etc.) where there is no toaster on the buffet for self-service • Refill of coffee is offered during meal. • Dirty ashtrays are changed during service (if applicable in designated smoking areas). Breakfast billing procedures must be adhered to. Where the GUEST is required to sign a breakfast docket, the GUEST’s name and room number must be compared to the GUEST list. GUEST is offered a choice of hot or cold milk with their tea or coffee. Tea pot should be placed on table. Plates are cleared from the GUEST's right hand side. Check sufficient and appropriate cutlery on table. Check sufficient butter on table. Place a clean ashtray upside down over the dirty ashtray so that it forms a lid. Lift both ashtrays from table. Turn clean ashtray upright and place it on the table. Employee adheres to the welcoming and seating procedure for GUESTS and ensures GUESTS are attended to within 3 minutes of GUESTS being seated. The Employee is able to advise GUESTs on the breakfast buffet content and is able to serve tea/coffee and specific breakfast food orders to the standards laid down. The Employee is able to serve pre-plated food to the GUEST’s table and offer appropriate condiments. The Employee is able to clear tables of crockery, cutlery and glassware when necessary during and after food service, utilising correct clearing procedures and with minimum disturbance to the GUESTS. Employee is able to prepare the GUEST's breakfast docket, receive and accurately process all methods of payment (including credit cards, Prokard discounts, and signing of GUEST bills to the GUEST's Room account.) and close off the restaurant docket. The Employee is able to deal with unexpected situations e.g. spillages, breakages, GUEST requests, etc.
  • 5.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB4: RESTAURANT SERVICE: Breakfast Buffet Service Job Position: Waiter / Waitress GUEST SERVICE STANDARD A full breakfast buffet with all specified items is available to the GUEST during specified service times. The breakfast buffet is maintained during service with items being replenished as necessary. Skills Development Framework: FSSP3 FS12 – Provide a Carvery/ Buffet Service PERFORMANCE STANDARD The employee must be able to prepare a breakfast buffet in an effective, attractive, hygienic and organised manner. The employee must understand the importance of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • The Breakfast Buffet is clean and all items correctly positioned for food service. • Table linen and decorative display items are clean, free from damage and correctly arranged for food service. • Plates and crockery on buffet are checked for cleanliness and are sufficient for service (and at appropriate temperature). • Sufficient service gear is available on the buffet for food service. • Condiments, accompaniments, preserves, etc. are correct for food service and all containers clean. • Buffet dishes are checked and replenished as necessary during service. • Where applicable, the food is portioned, served and arranged and assistance given to GUESTS as appropriate. • The necessary dish identification signage is placed on the buffet and the sign corresponds with the appropriate buffet item. The Employee is able to lay out required food and non-food items on a Breakfast Buffet display with due consideration to display, safety and hygiene. The Employee is able to maintain the Buffet through on- going checks and replenishing items such as glasses, crockery, juices, fruit, cereals, etc where necessary. The employee is able to advise GUESTS on the buffet content and items. The Employee is able to assist GUESTS by serving items from the Buffet, using the correct service technique. The Employee is able to deal with unexpected situations such as breakages, spillages, soiled linen, etc.
  • 6.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB5: RESTAURANT PREPARATION: Lunch/ Dinner Service Preparation Job Position: Waiter / Waitress GUEST SERVICE STANDARD Tables are laid up with the required cutlery, crockery, glassware and condiments in accordance with the type of meal to be served, and in accordance with the Hotel’s standards. Skills Development Framework: FSSP3 FS09 – Prepare and Clear Areas for Table Service PERFORMANCE STANDARD The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • Table cloths or Table mats are checked and are clean, free of tears or stains and in good repair. • Tables are correctly positioned and free of wobbles. Seats are free from debris and damage and are clean and correctly positioned. • Cutlery is clean, polished and correctly positioned in the place setting i.e. Meat Fork (left) and Meat Knife (right) placed on either side of place setting; Dessert Spoon and Dessert Fork placed above setting. Side knife placed to the left on the sideplate. • Crockery is placed, as appropriate – sideplate to left hand side of meat fork. • Paper or linen serviette is folded in triangle and placed on sideplate or in the middle of the setting. Side knife placed on top of folded serviette. • The wine glass is placed to the right of the cover, above the Meat knife. • Condiments and table accessories are neatly positioned in the centre of the table and include:- - Salt and Pepper cruet - Sugar bowl containing corporate White and Brown sugar sachets./ tubes and sweetener sachets - Butter and margarine. - Ashtray or "No Smoking" sign. - Flower table decoration. • Check cruets clean and filled. Empty sugar bowl, wipe and refill. Use covered plate or covered tray to carry cutlery. All cutting edges of knives should face to the left. Covers should be laid directly opposite each other. Corporate logo is visible if paper napkins are used. Polish glasses - handle by stems. Employee is able to follow all restaurant cleaning procedures including restaurant mise-en-place preparation, timeously and efficiently, with regard to work flow and attention to detail (See Service Standard FB1). Employee is able to lay up tables for lunch/ dinner service, ensuring the cleanliness of linen/ place mats, crockery, cutlery and glassware, in accordance with the service standards, efficiently and with due regard to work flow.
  • 7.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB6: RESTAURANT SERVICE: Meet, Greet and Seat Procedure Job Position: Waiter / Waitress GUEST SERVICE STANDARD GUESTS are greeted and seated upon entering the Restaurant. Menus and Wine Lists are presented and preliminary drinks service is completed, within the service times, to the required service standard. Skills Development Framework: FSSP3 FS10 – Provide a Table Service FS11 – Provide a Table Drink Service PERFORMANCE STANDARD The employee must be able to provide table service (lunch/ dinner service), including table drink service, in an effective, prioritised and organised manner. The employee must understand the importance of carrying out service tasks in such a way that GUEST’s needs are the priority. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • GUESTS are greeted upon entering the restaurant and personally escorted to the allocated table. • Assistance is given in seating GUESTS. • GUESTS are greeted and welcomed by Waiter/ Waitress within 60 seconds of the GUESTS being seated. • The menu is presented to all GUESTS. • The Wine List is presented to the Host. • The GUEST is asked if they would like to order drinks. "May I bring you an apéritif or something to drink in the meantime?" • Drinks are delivered to GUEST within 3 minutes of the beverage order being taken. Waiter/ Waitress gives his/her name to the GUEST and advises the GUEST that he/ she will be serving the table. The Menu is presented open, from GUEST's right hand side, female GUESTS first. (Menus must be clean and in good repair). The wine list is presented, open, to Host. (Wine Lists must be clean and in good repair) See Table Drinks Service Standard. The employee is able to ascertain GUEST needs and requirements upon entering the restaurant (i.e. number of GUESTS, smoking/ non-smoking, location, etc) and act upon these identified needs accordingly. The employee is able to escort GUESTS to appropriate tables and present menus and wine lists. The Employee is able to advise GUESTS on alcoholic and non-alcoholic beverages and their availability. The Employee is able to serve drinks (including bottled wines), in appropriate glasses, using the correct service procedure.
  • 8.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB7: RESTAURANT SERVICE: Table Drinks Service Job Position: Waiter / Waitress GUEST SERVICE STANDARD GUESTS are presented with the Wine List and preliminary drinks orders are taken and served, within the service times, to the required service standard. Skills Development Framework: FSSP3 FS11 – Provide a Table Drink Service FS14 – Serve bottled wines PERFORMANCE STANDARD The employee must be able to provide table drink service, in an efficient, organised manner. The employee must understand the importance of carrying out tasks in such a way that GUEST’s needs are the priority. The employee must be able to assist GUESTS in choosing a bottle of wine and serve the wine in the appropriate manner. The employee must have a good knowledge of the wines on the wine list. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • The GUEST is asked if they would like to order drinks. "May I bring you an apéritif or something to drink in the meantime?" • Drinks are delivered to GUEST within 3 minutes of the beverage order being taken. • Drinks are served to the GUESTS, with bottled beverages being poured for the GUEST as appropriate. • In the case of bottled wine service, the appropriate service procedure is followed. Should GUESTs not wish to order wine, or if additional drinks are ordered in addition to wine, the order should be taken, starting with the GUEST to the right of the Host and moving anti- clockwise around the table. Repeat the drinks order to the GUESTs to ensure order is correct. Additional drinks may be served while the GUEST is reviewing the Wine List and Menu. Drinks are served, using tray service, at the correct temperature and with the correct glass type, as soon as possible. Bottled drinks are poured for the GUEST at the table. The Employee is able to take drinks orders, process the orders and serve the drinks (including bottles of wine) to the required standard and using the correct glasses and accompaniments. The Employee is knowledgeable about the availability of listed wines and the basic categories (i.e. semi-sweet, dry, etc). The employee is able to deal with unexpected situations (eg. The wrong order is delivered, breakages, spillages, chipped glassware, etc.)
  • 9.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB8: RESTAURANT SERVICE: Taking a Food Order Job Position: Waiter / Waitress GUEST SERVICE STANDARD The GUEST is advised of recommendations, availability of menu items and of specialities of the day. The GUEST’s food order is accurately written down in accordance with the laid down procedure. Skills Development Framework: FSSP3 FS10 – Provide a Table Service PERFORMANCE STANDARD The employee must be able to provide table food and drink service, in an efficient, organised manner. The employee must understand the importance of carrying out tasks in such a way that GUEST’s needs are the priority. The employee must be able to assist GUESTS in choosing a bottle of wine and serve the wine in the appropriate manner. The employee must have a good knowledge of the wines on the wine list. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • Rolls/ bread basket are placed on table or served. • Unused covers are removed by placing serviette on sideplate and placing unused cutlery onto covered sideplate. • The wine order is taken and served. • GUESTS are advised on daily specials or Chef's recommendations. "May I tell you about our specials today? We have..." • The GUEST is asked if they would like to order. "Would you like to place your order?" • The GUEST's food order is taken accurately. Service personnel are able to advise GUEST on menu content and methods of preparation. • Menus are collected from the GUESTS and order placed with Kitchen. Rolls/ bread must be served at the appropriate temperature. Check that sufficient butter is available on the table. See Service Standard FB9: Serve Bottled Wines Explain daily specials/ which dishes/ menu items are unavailable and answer questions GUESTS may have. GUESTS must be allowed sufficient time to make their menu choices. Note special requests (e.g. medium rare, baked potato, etc). Note number of dishes and time order taken. Repeat the order back to the GUEST. Employee is able to advise GUEST on menu content and preparation methods, take the GUEST's order accurately and efficiently and process the order. The Employee is knowledgeable about the availability of listed menu items and “specials of the day” and is able to advise on recommendations when asked. The employee is able to accurately complete a restaurant docket order, noting special requests, and is able to process the order. The employee is able to deal with GUEST’s special requests and/or handle GUEST complaints. The employee is able to deal with situations relating to the non-availability of menu items and are able to advise GUESTS on alternative choices.
  • 10.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB9: RESTAURANT SERVICE: Serving Bottled Wines Job Position: Waiter / Waitress GUEST SERVICE STANDARD The GUEST is advised of available wines and recommendations. The GUEST’s wine order is accurately written down in accordance with the laid down procedure. Skills Development Framework: FSSP3 FS14 – Serve bottled wines PERFORMANCE STANDARD The employee must be able to assist GUESTS in choosing a bottle of wine and serve the wine in the appropriate manner. The employee must have a good knowledge of the wines on the wine list. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • The GUEST is presented with the Wine List informed of any wines that are not available. • The GUEST is allowed an opportunity to review the Wine List. • The GUEST is asked if they wish to order wine with their meal. • The wine order is taken and the order processed. • The GUEST is presented with the bottle of wine and, upon approval, the wine is opened. • The host is poured a small amount to “taste” and, when the host has approved, the other GUESTS are served and then the Host’s glass is filled. • Glasses are refilled as required. • When the bottle is empty, the Host is asked if they wish another bottle of the same wine or if they wish to see the wine list. Repeat the wine order back to the GUEST to ensure the correct order has been taken. Ensure you know what wines are not available. Note who has ordered the wine. This will be the person who will usually do the first “tasting”. Present the bottle in the palm of the hand to the host or the person who ordered the wine, with the label facing them so the GUEST can read the label. Only open the wine once the host is satisfied. If possible, open the wine at a sideboard or away from the table (but still in view of the GUEST). Ensure sufficient wine glasses are on the table. Wine is served at the appropriate temperature, in the appropriate glasses Pour from the GUEST’s right hand side. Do not overfill glasses: ⅔ for white wine and ½ for red. Check if the GUESTS would like more wine by presenting the wine bottle to them. Employee is able to advise GUEST on wine types and the availability of listed wines on the wine list. The employee is able to take the GUEST's wine order accurately and efficiently and process the order. The employee is able to serve the wine in the appropriate manner and in accordance with the service standrd. The employee is able to deal with GUEST’s special requests and/or handle GUEST complaints. The employee is able to deal with situations relating to the non-availability of wine list items and are able to advise GUESTS on alternative choices. The employee is able to deal with unexpected situations such as spillages, breakages, corks breaking in the neck of the bottle, etc.
  • 11.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB10: RESTAURANT SERVICE: Food Service Procedure Job Position: Waiter / Waitress GUEST SERVICE STANDARD GUEST’s orders are delivered to the table, within the required service times, and served appropriately to the service standard required. Skills Development Framework: FSSP3 FS10 – Provide a Table Service PERFORMANCE STANDARD The employee must be able to provide table food service, in an efficient, organised manner. The employee must understand the importance of carrying out tasks in such a way that GUEST’s needs are the priority. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • Appropriate cutlery is laid prior to the service of Starters. • Appetisers/ Starters are served within 10 to 15 minutes of the order being taken. Starters are identified when being placed on the table. • Appropriate condiments/ accompaniments are offered/ served to the GUEST . • Appetisers/ starters are cleared within 3 minutes of the GUEST finishing. • Appropriate cutlery is re-laid prior to the service of the main course. • The GUEST's main course is served, at the appropriate temperature, within 10 to 15 minutes of the starter being cleared. • Appropriate accompaniments are offered and served. • Waiter/ Waitress checks back with table within 5 minutes of main course being served. "Are you enjoying your meal?" "May I bring you anything else?". • All dirty crockery and cutlery is cleared within 3 minutes after GUESTS have finished with each course. • Toothpicks are placed on the table after completion of the main course. Use covered plate or covered tray to carry cutlery to the table. The correct food order is served to each GUEST as appropriate. Use covered plate or covered tray to carry cutlery to the table. All dishes of one course are served at the same time. Dishes are identified when placed in front of the GUEST. Ashtrays are changed before serving food orders and again during service of the meal (if applicable in the smoking section) Leftover food items and condiments or accompaniments are removed from the table when appropriate. The Employee is able to manage his/ her orders from the pass to ensure these are served to the GUEST’s table timeously and efficiently. The employee is able to set the table with the required cutlery in accordance with the menu items ordered. The employee is able to serve food orders to the standards laid down, and is knowledgeable on the methods of service and accompaniments for each dish. The employee is able to check that the food served is as ordered and of the quality and quantity required. The Employee is able to serve each dish to each GUEST, using appropriate service methods, in accordance with the laid down service procedures with the correct accompaniments. The Employee is able to deal with unexpected situations such as breakages, spillages, soiled linen, etc. The employee is able to deal with situations where a GUEST is unhappy with their meal. The Employee is able to clear tables of crockery, cutlery and glassware when necessary during and after food service, utilising correct clearing procedures and with minimum disturbance to the GUESTS.
  • 12.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB11: RESTAURANT SERVICE: Restaurant Billing Procedure Job Position: Waiter / Waitress GUEST SERVICE STANDARD Dessert and/ or coffee service is completed. Restaurant dockets are accurately prepared and presented. Payment is processed with minimum delay and inconvenience to the GUEST. Skills Development Framework: FSSP3 XX10 – Maintain Data in a Computer System PERFORMANCE STANDARD The employee should be able to capture and maintain data in a computer / billing system and produce a complete GUEST docket. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • GUESTS are offered further service after completion of main course (desserts/ coffee service). "May I offer you the dessert menu or would you like coffee?" • Further dessert/ coffee service is completed. "May I bring you anything else or would you like your bill? • The Restaurant docket is prepared upon the GUEST requesting the bill. • The Restaurant docket is presented to the GUEST (Host) in a folder, with a pen and wrapped mints, and placed on the Host's right hand side. • The docket is removed once it is seen that the GUEST has placed money, a credit card or has signed the bill, and the transaction is processed. • Change/ credit card vouchers/ signed dockets are presented to the GUEST within 2 minutes of payment being made. • The GUEST is thanked for his patronage. "Thank you Mr ......., I do hope you have a pleasant evening." Before presenting the restaurant docket to the GUEST the docket is checked to ensure that all items are correctly charged. Credit Card procedure is correctly followed. Where payment is made by credit card or the GUEST signs the bill, use the GUEST's name - The employee is able to operate a till point/ register (See Service Standard G7: Operate a Payment Point and process Payments. The Employee is able to prepare the GUEST's docket, receive and accurately process all methods of payment (including credit cards, Prokard discounts, and signing of GUEST bills to the GUEST's Room account.) and close off the restaurant docket. The employee is able to process a GUEST Prokard discount in accordance with the procedures set out in the Prokard Training Manual. The employee is able to receive payment from the GUEST, calculate and make correct change and present to the GUEST.
  • 13.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB12: ROOM SERVICE: Service Area Preparation Job Position: Waiter / Waitress GUEST SERVICE STANDARD The Room Service Area is clean, correctly stocked and laid up prior to and during service times. Sufficient food and beverage, crockery, cutlery, linen and equipment stocks are available and are checked prior to service. Skills Development Framework: FSSP1 FS06 – Prepare and Clear Areas for Room Service PERFORMANCE STANDARD The employee must be able to prepare for room service in a hygienic, competent and organised manner. The employee must understand the importance of preparing the room service area within determined time frames in order to maximise GUEST satisfaction. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • The Room Service area is clean and service equipment clean and correctly located for use. • Sufficient stocks of food items, crockery, cutlery, linen and service equipment is available and ready for service. • Condiments and accompaniments are prepared and ready for service. • All room service items (incl. trays) are set up for service. • Bar and beverage stocks are correctly stored and rotated as required. • Used and soiled service linen is prepared for laundering or disposed of correctly. • Clean and fill:- - Cruet Sets - Sugar - Condiments • Polish cutlery and glasses • Collect cloches (food covers) and clean • Check glassware and crockery for cracks and chips. • Stock and set sideboards. • Check stationery requirements (incl. dockets and billing forms). • Check and stock linen requirements for service. • Prepare butter, jams, etc. • Set room service trays and place on tray racks. • Ensure enough cutlery in cutlery trays. • Prepare used and soiled linen for laundry. The Employee is able to follow all cleaning procedures and Room Service mise-en-place preparation, timeously and efficiently, with regard to work flow and attention to detail. The Employee must be able to operate and maintain basic equipment such as electric toasters, hot water urns, till machines (including changing audit rolls), stoves, etc. The Employee is able to maintain stock count sheets, fill in requisition sheets for dry goods and fresh supplies, crockery, linen, stationery, etc The Employee is able to lays up trays to the required standard for the type of service, ensuring the cleanliness of linen, crockery, cutlery and glassware, in accordance with the service standards, efficiently and with due regard to work flow.
  • 14.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB13: ROOM SERVICE: Taking GUEST Orders Job Position: Waiter / Waitress GUEST SERVICE STANDARD The Room Service GUEST Service phone is answered within 3 rings and Room Service orders and requests are accurately recorded in an efficient and courteous manner. Skills Development Framework: FSSP3 FS21 – Provide a Room Service PERFORMANCE STANDARD The employee must be able to provide a Room Service in a way that promotes the organisation and encourages repeat business. The employee must understand the importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ ORDER TAKING • The Room Service phone is answered within three to five rings. • The Department and Service Attendant is identified. "Room Service, good morning/ afternoon, (Name) speaking, how may I help you?" • The GUEST's order or request is ascertained. Appropriate questions are asked to ascertain GUEST requirements. • The GUEST's Room number and order is repeated to GUEST together with confirmation of special requests. "May I repeat your order to ensure that I have all the details, Mr James?". "And your Room number is ...?" • Inform the GUEST of the applicable Tray Charge. • The GUEST is informed of approximate time for delivery. "You will receive your order in approximately ... minutes, Mr James." Where the phone cannot be answered in required time, offer an apology to the GUEST. Where possible, use the GUEST's name while taking the order. The time the order was taken must be noted on the docket. Guideline Times:- Beverages - 15 minutes Snacks - 20 minutes Meals - 20 - 30 minutes If there are unforseen delays in processing the order in the time advised, the GUEST should be informed promptly. If, after taking an order, the dish is unavailable, phone the GUEST back, apologise and offer another suggestion. The Employee must be able to advise GUESTs on menu content and preparation methods, take the GUEST's order accurately and efficiently and process the order. The employee is able to advise the GUEST on alternative suggestions where certain menu items might not be available. The Employee must be knowledgeable on the methods of service and accompaniments for each dish or beverage.
  • 15.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB14: ROOM SERVICE: Preparing a Room Service Tray for Service Job Position: Waiter / Waitress GUEST SERVICE STANDARD Room Service trays are correctly laid up with crockery, cutlery, glassware, linen and condiments in accordance with the GUEST’s Food or Beverage order. Skills Development Framework: FSSP3 FS21 – Provide a Room Service PERFORMANCE STANDARD The employee must be able to provide a Room Service in a way that promotes the organisation and encourages repeat business. The employee must understand the importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ TRAY LAYUP • The Room Service tray is covered with a fresh linen tray cloth/ covering, clean and without tears or stains. • Appropriate cutlery, for the dishes ordered, is wrapped in a clean folded linen serviette or according to the Hotel’s standard. • Appropriate glassware and crockery is placed on the Room Service Tray. Glassware and crockery is checked for chips and stains. • Condiments, including sugar bowls, salt and pepper cruets, etc appropriate for the GUEST’s food or beverage order, are placed on the Room Service Tray. An appropriate tray decoration (flower in a vase) is placed on the tray (Premier Protea Hotels only). FOOD AND BEVERAGE SERVICE • Food items are served at the appropriate temperature and are covered for service (a cloche or similar may be used but direct contact with the food must be avoided). • Beverage items are served at the appropriate temperature and in the appropriate containers. • Items that may spill during transportation are secured to prevent spillage. • All food items are covered (e.g. milk jugs, salads, etc) The employee must be able to layup the tray with prepared food or beverage items in accordance with the GUEST’s order and to the standards laid down. The Employee must be able to check that the food issued by the kitchen corresponds with the GUEST’s order and that the quality, presentation and temperature are of a high standard. The Employee is able to serve food using clean and undamaged crockery with due regard to hygiene. The Employee must be knowledgeable on the methods of service and accompaniments for each dish or beverage. The employee must be able to prepare beverages or small items (i.e. tea, coffee, Milo, milkshakes, sandwiches, salads, etc) according to the GUEST’s order. The employee must be able to operate preparation equipment such as a microwave to heat food, coffee machines, hot water urns, blenders, etc.
  • 16.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB15: ROOM SERVICE: Order Delivery Job Position: Waiter / Waitress GUEST SERVICE STANDARD Room Service orders are delivered to the GUESTS room, at the appropriate temperature and correctly laid out, within 15 minutes for beverages and within 30 minutes for a meal, of the order being placed by the GUEST. Skills Development Framework: FSSP3 FS21 – Provide a Room Service XX10 – Maintain Data in a Computer System PERFORMANCE STANDARD The employee must be able to provide a Room Service in a way that promotes the organisation and encourages repeat business. The employee must understand the importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction. The employee should be able to capture and maintain data in a computer / billing system and produce a complete GUEST docket. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ DELIVERY • Delivery is made to GUEST room within 5 minutes of time promised and within the service times set. • The Knocking and Entering Procedure is adhered to and the GUEST is greeted (by name where possible). Knock three times, "Room Service". • All food and beverages served covered and at the proper temperature (hot or cold) with appropriate condiments, cutlery and crockery. • The GUEST is asked about tray placement and Service Attendant offers to pour tea/ coffee/ beverages. • Further service is offered to the GUEST. "Is there anything else you require?" • The Room Service docket is presented in a folder, together with a pen, to the GUEST for signature. • The GUEST is informed about tray collection procedure. • The GUEST is wished an enjoyable meal and a pleasant day. The GUEST must be advised if order will be late. Inform the GUEST that he may telephone Room Service for tray collection or may place tray outside Room. The Employee must be able to work in a systematic and thorough manner and be able to work under pressure, ensuring the Room Service service standards and delivery times are achieved. The employee is able to deliver the order to the correct room within acceptable time limits. The employee is able to deal with unexpected situations (e.g. GUESTs not answering the door, requests for items not on the menu, incorrect orders, etc) The Employee is able to prepare the GUEST's docket, operate the paypoint and is able to prepare required Room Service docket summaries or reports accurately.
  • 17.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB16: BAR SERVICE: Service Area Preparation Job Position: Bar Attendant GUEST SERVICE STANDARD The Bar is clean and stocked 15 minutes before scheduled service times with sufficient stocks, at the required temperatures, for full service period. Skills Development Framework: FSSP5 FS04 – Prepare and clear areas for drink service FS05 – Clean and Store Glassware FS07 – Clean and restock drinks machines/ equipment FS16 – Maintain kegs and gas cylinders for use PERFORMANCE STANDARD The employee must be able to prepare drink service areas in a hygienic, proficient and systematic manner. The employee must understand the importance of preparing the drink service area within determined time frames in order to maximise GUEST satisfaction. Each Employee must be able to clean and handle glassware in an efficient, hygienic and organised manner. The Employee must understand the importance of preparing the glassware and cleaning area within the specified time frames. Each Employee must be able to prepare drink machines/equipment in a hygienic, efficient and systematic manner. The Employee must understand the importance of preparing the drink machines/equipment in accordance with specifications Each Employee must be able to prepare for use of kegs and gas cylinders. The Employee must be able to check for faults understand the importance of carrying out his tasks according to specifications. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • Requisitions for beverage stocks are timeously made in accordance with the Hotel procedure. • Stocks for bar service are replenished to the required levels and are stored and correctly arranged for service. • Stock is rotated according to Hotel procedures. • Glasses are checked and packed for convenience during service. • Drink accompaniments are prepared and stored ready for service, incl.:- - ice and water - food garnishes for drinks - cordials or minerals or juices Glassware is checked for cleanliness and free of chips. Sufficient range and quantity is available for service. The employee is able to take a bar stock count and complete a beverage requisition form to bring the bar up to par stock. The employee is familiar with stock rotation and is able to pack fridges and storage areas in accordance with stock rotational requirements. The employee is able to complete a stock take form and any other related paper work.
  • 18.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB16: BAR SERVICE: Service Area Preparation Job Position: Bar Attendant • Service equipment is checked incl:- - bottle openers and cork screws - Till rolls and dockets - measures and pourers and drip trays - ice buckets and tongs - knives and chopping boards - optics - glassware - coasters and dripmats - all electrical equipment for bar service. • Counters, shelves and refrigerated units are clean and free from dust. • Drink dispensing equipment is in good working order and kegs filled. • Bar furniture and counter/ table items are checked, clean and correctly arranged. • Signage and promotional material is current, accurate, free from dirt and correctly displayed. Check public toilets to ensure cleanliness and sufficiently stocked with toilet paper, paper towels, soap, etc.
  • 19.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB17: BAR SERVICE: Drinks Service Job Position: Bar Attendant GUEST SERVICE STANDARD Drinks and beverages are served to GUESTS, at the appropriate temperature and in the correct glasses, with appropriate mixers, promptly and courteously. Skills Development Framework: FSSP5 FS18 – Provide a drink service for licensed premises FS15 – Prepare and serve cocktails FS14 – Serve bottled wines XX22 – Operate a payment point and process payments PERFORMANCE STANDARD The employee must be able to provide a Bar Service in a way that promotes the organisation and encourages repeat business. The employee must understand the importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction. The employee should be able to capture and maintain data in a computer / billing system and produce a complete GUEST docket. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • GUESTS are acknowledged, with a verbal greeting, by the Bar Attendant within 60 seconds . • Recommendations are made and the GUEST's order is ascertained. The GUEST's order is repeated and order served within 2 minutes of order being taken. • Coasters are placed in front of GUEST before order is served. • All drinks are served in correct glasses with appropriate garnishes/ and or accompaniments (i.e. slice of lemon with Gin and Tonic). • Bottled drinks/ beverages are poured for the GUEST. • Ashtrays are emptied and cleaned during bar service. • The GUEST's drinks are replenished when appropriate. • Payment is accepted and change made and given to GUEST together with till slip or docket.. • The GUEST is thanked for his/ her patronage when change is given. Where appropriate, the cocktail list/ wine list is presented open to the GUEST and recommendations made. Check glasses clean and polished before serving the order- beer glasses should be chilled. Ask the GUEST if you may pour the drink for him/ her. Employee is able to dispense drinks and beverages according to GUEST's requirements and laid down service standards. The employee is knowledgeable of the various types of drinks and the correct preparation and presentation of such drinks. Employee is able to maintain high bar service standards. Employee is able collect payment, operate the till register, and deal with various payment methods. Employee is able to complete end of shift reconciliations, float counts and complete the required control documentation.
  • 20.
    STANDARDS OF OPERATIONAND SERVICE MINIMUM GUEST SERVICE STANDARDS - FOOD AND BEVERAGE FB18: CONFERENCE/ BANQUETING: Prepare, Service and Clear Function Rooms Job Position: Waiter GUEST SERVICE STANDARD Conference Rooms are set up as per the GUEST's requirements and the Function Sheet. All equipment is correctly set up and checked prior to the Conference taking place. The Function Room is clean and tables laid to the required standard. Skills Development Framework: FSSP1 FS08 – Prepare, Service and Clear Function Rooms PERFORMANCE STANDARD Each Employee must be able to prepare Function Rooms for service in an effective, hygienic and organised manner. The Employee must understand the importance of preparing the service area within the specified time frames. GUEST SERVICE STANDARD ADDITIONAL INFORMATION COMPETENCY ASSESSMENT What must the Employee KNOW/ BE ABLE TO DO) √ • Function Sheets are checked to ascertain the GUEST's requirements. • Carpets and floor coverings are vacuumed and cleaned. • Tables and chairs are set up to the required room layout specifications. Chairs are checked that they are clean and free of debris and in good repair. • Tables are laid with the appropriate linen/ coverings. Linen is free from tears and damage. • Glassware, Water Jugs, Cordials etc. are placed on the table in accordance with set procedures • Corporate stationery, conference pads, pencils, etc are placed on the table in accordance with set procedures • Flip Charts are free from damage and positioned in a sturdy position as per the Function Sheet. Sufficient Flip Chart paper is available. • Sufficient pens are provided for the Flip Chart. Pens are checked that all are working. • All audio visual equipment is set up according to the Function Sheet. Equipment is correctly set and checked to be in correct working order. Sufficient extension leads are available for use if required. • Function Room lighting is checked, all light bulbs and switches are in working order. • Airconditioning controls are checked and set. • Music/ audio systems are checked. Electrical leads are safely secured or covered. The employee is able to ascertain the correct room layout, seating plan, equipment set-up and other requirements from the function sheet. Employee is able to lay up Room in appropriate style, ensuring the cleanliness of linen, crockery, cutlery and glassware, in accordance with the service standards, efficiently and with due regard to work flow. Employee is able to assemble various conference equipment, incl. audio-visual equipment to the requirements of the organiser, with due regard to safety and security of personnel and equipment. Employee is able to advise GUEST on carvery/ buffet service. The employee is able to serve drinks and food orders to the standards laid down, and is knowledgeable on the methods of service and accompaniments for each dish. The employee is able to set up and serve tea/ coffee/ beverages as required and to the laid down standard. The employee is able to take an equipment stock count and complete a correct inventory control and records for audio- visual equipment and other conference equipment and furniture.