Вы находитесь на странице: 1из 52

AFTER CUSTOMER DEPARTURE - RESETTING TABLE PROCEDURE Restaurant - Lounge Waiter / Waitress Help Guest when Departing Bid

farewell to Customers Verify no guest belongings are left behind Pick-up tray from service station Approach guest table and remove all soiled wares (glass, china etc) and place onto tray Place heavy and high items on part leaning towards the body All soiled glasses move to bar counter All other wares move to dish washing area Take a fresh cleaning rack (from service station) Move center pieces aside Clean entire table surface thoroughly Adjust chairs and also crumble chair surface Place all mise en place onto service tray (place mat, china, flat ware, ashtray etc) and re-set table neatly and correctly Take all mise-en-place at once and try to complete set-up within one step Before leaving table, verify that set-up complies with standard table set-up Remark: * Guests can only be seated at cleaned and completely re-set tables * Table setting does also include arranging of chairs and sofas. * Always complete table set-up before moving on to do another task.
Reason: A) Avoids dropping of items from tray B) easier carrying of fully loaded tray

If found, hand to guests right away

Why ? A) Saves time B) More effective working style

Code: R 001

ANSWER TELEPHONE PROCEDURE Restaurant Manager Restaurant GRO / Supervisor


Pick-up phone (maximum three rings) Smile / use a friendly voice when speaking on the phone Say: "Holiday Inn Central Plaza, Salt and Pepper, Mary speaking!" Listen to speaker first before answering Speaker requests to speak to restaurant manager Say: "Mr. Liu (repeat requested person's name), one moment please. Thank you for calling!" Put conversation ON HOLD by pressing On Hold button Search for requested person immediately Return to phone and push ON HOLD BUTTON again Hand phone to requested person and step back Speaker requests to make a reservation Speaker requests to speak to a colleague / staff Listen to conversation and reject call friendly: "I am sorry, we do not allow staff to take phone calls. Thank you for your understanding!" Wait until speaker hung up
Lobby and Coffee shop, always answer in English !

Restaurant Waiter / Waitress / Trainee

Ask: "Your name, please!"

Ask: "Which day and time, Miss Wong?"

Ask: " How many people?"

Hang Up phone

Ask: "Your contact number, please?"

"Smoking or non-smoking table?" "Any special requests?"

As courtesy, do not listen to other person's conversations, it is perceived as impolite and not professional

Repeat reservation clearly and wait for guest's approval

"Miss Wong, can I repeat your reservation?" "We will keep your reservation for 30 minutes. Thank you for your reservation. See you soon! Good bye." Wait until speaker hung up Hang up phone

Remark: * In respect to our guests, our policy does not permit staff to receive private phone calls while on duty. * For supervisor and ranking file levels, we do not allow to take messages. * Outlet telephones primarily serve our customers. * Do not block phone line for more than one minute, try to answer several calls simultaneously. Code: R 002

BOILED EGG SERVICE PROCEDURE Restaurant Waiter/Waitress Guest Requests a Boiled Egg Ask Guest: "Excuse me, how many minutes would you like your egg to be boiled?" Guest replies. Ask further: "Would you prefer one or two boiled eggs?" Guest replies. Repeat order to guest Kitchen Cook / Demi Chef / Chef de Partie

Post order into POS or (if for breakfast buffet) inform chef de partie on duty to prepare

Receive POS order (or verbal order if for break fast buffet)

Place water in pot onto stove and heat until boiling Add egg's once water is boiling Set timer to number of minutes required Once alarm rings, remove egg from pot and place egg in egg cup Place egg-cup onto saucer with one coffee spoon and place all onto service tray Serve guest and place egg cup with spoon onto top right side Say: "Please, Sir or Madame, enjoy!" Remark: Code: * Eggs must be boiled the exact time required by customers. * The water must boil before egg is placed into pot/pan. R008

Inform service for pick-up

BREAKFAST CONTROL PROCEDURE Coffee Shop GRO / Supervisor Preparation:


Reason: Enables you to provide guest with quicker service Enter guest into a short and pleasant conversation, make him/her feel like home

According to business trend, pre-print breakfast buffet checks Welcome Guest and say: "Good morning, Sir / Madame, may I have your room card please?" Swipe room card on POS swiper Verify guest's room number and name Remember guest's family name Reconfirm Information: "Mr. Zhang, is that correct?" Verify if room code is inclusive of breakfast Return guest's room card

Address guest always by his/her name

Room inclusive of breakfast Say: "This way please!" Escort guest to table Pull chair for guest Unfold the napkin and place onto B/B plate Ask guest: "Would you prefer coffee or tea for breakfast?" Instruct waiter/waitress to serve hot coffee/tea Move fork & knife from the pocket Place the fork left Place knife to the right side Say:" Enjoy your breakfast, Mr. Wang, see you later!"

Room not inclusive of breakfast Ask: "Would you like to try our breakfast buffet?" If yes, present pre-printed breakfast check on bill folder to guest Say: "Could you please sign the breakfast bill here?" Complete the bill by adding guest name and room number Say:" Thank you, this way please!" Escort guest to table Pull chair for guest Unfold the napkin and place on the B/B plate Ask guest': "Would you prefer coffee or tea for breakfast?" Instruct waiter/waitress to serve hot coffee/tea Move fork & knife from the pocket Place the fork left Place knife to the right side Say: "Have an enjoyable breakfast, Mr. Zhang !"

Remark:

* Breakfast Control to be conducted: Friendly, quickly and efficient. * Create a friendly and pleasant to all guests.

Code: R 009

CARVING SERVICE PROCEDURE Time 3 hrs Coffee Shop Buffet Attendant Coffee Shop Chef de Partie / Cook Inform Stewarding to prepare carving trolley Steward Receive Information Take carving trolley from Store Room 2 hrs Polish / clean carving trolley Refill water into carving base Place two new liquid fuel boxes beneath carving base 1.5 hrs Place hot plate warmer with main course plates near to trolley Place food indicator in front of the carving and sauces Place one sauce ladle for each sauce Prepare carving utensils Move trolley to requested area (coffee shop or banquet) Light on sternos 1 hr before buffet opening

1 hr

Prepare Carving meat and sauces

30 min 00 min

Place them into carving trolley When guest approaches, introduce roast/carving

Smile and say: "Good evening, Madame, would you like to try our fresh roast tonight?" Ask: " How many slices would you like? Shall I cut them thin or a bit thick?" Before serving first slice to guest, remove crust/cut-end. Take a hot plate from warmer Dress the meat onto plate Ask: "May I serve you some Sauce? We have Black Pepper Sauce or Bearnaise Sauce. Which one would you prefer?" Hand plate to customers and suggest: "Our side dishes are on the buffet at this side, please help your self! Please enjoy!" Say: "If you wish some more, feel free to let me know. Please enjoy!"

Avoid touching food with hands. Always use plastic gloves.

Remember: Always be friendly, courteous and pro-active !!

Remark: * Always propose to help guest and do the job for him. Buffet service does not mean the guest has TO DO everything himself. * Always keep trolley and food hot, cover the trolley if not service requested. Code: R 012

CHANGING OF ASHTRAY PROCEDURE Restaurant - Lounge Waiter / Waitress / Supervisor

Observe Guest Table

Identify Need to Exchange Ashtray as Per Service Standard Requirement

Place a Clean Ashtray Onto Service Tray Approach Guest Table

If table is difficult accessible, say: "Excuse me, please!"

Quietly, without disturbing exchange ashtrays Purpose: Cover the Cigarette Butt & Ash to Avoid Spreading

On Guest Table: Place Cleaned Ashtray On Top of Soiled Ashtray

Remove Both Ashtrays at the Same Time

Place Them Onto Service Tray

Place Clean Ashtray Onto Guest Table

Remove Soiled Ashtray to Dish Washing Area or Service Station

Remark: Code: R 013

* Standard: Change ashtray each time the guest extinguishes a cigarette.

CHANGING OF CHAIR - SOFA COVERS PROCEDURE Restaurant Waiter / Waitress Restaurant Supervisor Assign waiter / waitress to check all chair covers and change them if soiled or damaged

Receive instruction Take cleaned chair / sofa covers from store room Check all chair / sofa covers one by one

Remove soiled and damaged covers Replace them with cleaned covers Ensure that covers are properly fixed and fitted onto chair / sofa Place soiled covers into laundry trolley at pantry area Inform Supervisor when task is completed: "All covers have been changed, please check!" Check and verify that task has been properly completed

Rectify if any discrepancies with concerned waiter/waitress

Remark:

* All chair and sofa covers must be spotless cleaned and in good conditions at all times .
* This task is on the daily cleaning schedule and shall be followed by Supervisor thoroughly.

Cod: R 014

REPEAT GUEST ORDER PROCEDURE Restaurant - Lounge - Banquet Waiter/Waitress Take order from guest Write all information on order pad Confirm and repeat each and every order to guest Say: "May I repeat your order, please. You ordered .(repeat all items), is this correct?" Wait for guest's confirmation If there is a discrepancy, correct the information on ordered pad right away Say: "Thank you!" Take order from other guests Repeat same procedure Take necessary steps to fulfill guest's order or request When posting orders into POS, utilize available codes for preparation sequence, change of side dishes and other particular requests Always use the POS system instead of oral communication with kitchen or bar

Repeat orders is must for the following reasons: 1. Avoid to order and prepare wrong items 2. Avoid guest complaints 3. Ensure you have understood the guest correctly 4. Reflect a professional image to customer

Remarks: * Any order, even a simple guest request, MUST be repeated by all service attendants at all levels. Code: R 016

CLEARING - BUSSING OF SOILED WARES PROCEDURE Restaurant Manager For each shift, assign bus service Brief Service Staff during Daily Debriefing Prepare cleaned rectangular service trays with cleaned place mats Place sufficient trays on tray-jacks / service stations Clear soiled wares from guest tables with round trays Place soiled wares onto rectangular trays by loading the tray smartly Place cutlery/silver ware separately into designated containers Remove tray with soiled wears when tray is full Send glass and china wares to bar counter or dish washing area Place all wares into designated baskets and containers Separate untouched butters, jams, creamers, sugar bags etc. Place them into designated containers for recycling Clean service tray with cleaning rack Change place mat (if required) Send untouched (cleaned) food items to kitchen before end of each shift Wash all wares Restaurant - Lounge - Banquet Waiter/Waitress/Trainee Steward

As principle place smaller plates/bowls on top of larger ones & load heavier/higher items in tray center

Return to restaurant with service tray

Remark: * Always handle equipment with care and cautiously to avoid unnecessary breakage and damage. Code: R 021

COFFEE SERVICE IN RESTAURANT - PROCEDURE


Service Time (in minutes)

Restaurant - Lounge Waiter/Waitress

Bartender

Preparation Time (in minutes)

00:00 01:00 02:00

Take Coffee Order from Customer(s) Repeat Coffee Order Post Order to POS Machine Receive POS Print-out Heat Coffee Cup(s) under Boiling Water Prepare Saucer, Sugar Bowl and Cookies on Round Service Tray Heat Milk till Boiling and Pour into Milk Jug Prepare Glass of Ice Water for each Coffee Order and Place on Service Tray Prepare Coffee(s) according to Order Place Coffee(s) on Saucer with Coffee Handle Pointing at 03:00 Hours Place Coffee / Espresso Spoon on Upper Side of Saucer 00:00 00:30 01:00

02:00

02:30 03:30

04:00

04:10

06:30

Verify and Pick-up Order from Bar Place Sugar, Milk and Cookies on Center of Guest Table Place Coffee and Ice Water in Center or Right-top of Guest's Table Top Introduce Coffee Name when Serving to Guests

Hand Order to Restaurant / Lounge Attendant Keep POS Print-out for Control Purpose

04:30

07:00

08:00 Remark:

Final Phrase: "Please enjoy your coffee!" * Above procedure includes preparation of freshly brewed coffee, espresso and double espresso. * All hot coffees must always be served in a very hot cup with hot milk. * All coffee orders are accompanied by 1 glass of ice water and 1 cookie per order.

Code: R 025

COLLECTING DOOR KNOB ORDERS PROCEDURE Min Room Service Waiter/Runner Overnight Shift Western Kitchen Demi Chef/Cook Overnight Shift
Whenever room service area is left unattended, transfer the room service line to CSC.

#######

Inform CSC (Central Service Center) before transferring telephone Transfer room service phone line to CSC Collect door knob orders by starting from top floor downwards During collection, immediately write room number on top of door knob order

2:52 AM

3:20 AM

Return to room service Release phone transfer

3:30 AM 4:00 AM

Write one captain order per door knob order Give a copy of captain order (red) to overnight chef Write all door knob information on Room Service Delivery Log Book
* See attached copy of form

Receive copy of captain order Start preparing mise en place

Search for guest name from the computer (or inroom guest list, if computer is down) 4:30 AM Prepare required mise en place (as per order)

Remark: * For guest safety & security, (breakfast) door knob order forms do NOT provide space for guest name and room number. * During collection it is important for room service runner to manually write room number on each order. Code: R 027

COMPLETION OF TABLE SET-UP PROCEDURE (as per order) Restaurant - Lounge Waiter / Waitress / Supervisor Serve drinks and bread and butter to guest table first Use a service tray to collect request cutleries from sideboard Approach guest table with a friendly smile Stand at the guest right hand side Excuse yourself for disturbing "Excuse me please!" Remove needless cutleries from the guest table Set-up and complete necessary cutleries onto guest table one by one Set-up correctly according to standard set-up requirement

Return needless cutleries to side station

Remark: Different dishes request different settings and cutleries. Comply to the standard setting. Code: R 028

HOLIDAY INN CENTRAL PLAZA BEIJING DEPARTURE OF GUEST PROCEDURE Restaurant Waiter / Waitress (In charge of guest's table) At guest's table Help Guest when departing Pull guest's chairs (always ladies first) Restaurant GRO Supervisor or Restaurant Manager At restaurant entrance Bid farewell to guest(s) Ask: "Excuse me, how was your meal, was everything all right?" If guests were happy, response: "Thank you very much, here is our business card. Please call us next time for a reservation!" Escort guests to elevator / exit (if applicable)

Verify there are not belongings left behind

Take guest's coat / jackets (if applicable) Help guest dress jacket / coat (if applicable) by holding the jacket and assisting guest to enter sleeves Bid farewell and say: "Thank you for coming. Have a nice day/evening!"

Push elevator button/open door

Say final farewell: "Hope to see you soon. Good bye!" If any particular comments, record in guest history file or remark in daily guest feed back logbook.

Wait until party left the restaurant

Start clearing table * as per SOP 'Resetting table after customer departure' Remark: * Note: Ensure to provide an excellent last impression, as it is vital for building regular customers and business.

Code: R 030

SERVICE OF DESSERT PROCEDURE Restaurant Waiter/Waitress - Supervisor Present dessert menu to guest after guest finish the main course, open the menu for guest and say: "Excuse me sir/madame, here is our dessert menu, please have a look." Kitchen Chef de Partie / Cook Min.

Provide information to guest when ordering a dessert i. e. "For your information, we have Cheese Cake, Apple Pie, Chocolate Mousse and Choice of ice cream, which one would you prefer Sir/Madame?"

Look at the guest with a friendly smile while guest selects Take dessert order Write down ordering information on the pad Ask: "Would you a cup of coffee or tea to go with your dessert, sir / madame?" Repeat guest order: " Excuse me, Sir/Madame, may I repeat your order please? You ordered , is that correct. Thank you!" Collect the menu from guest Post order into POS system Change set-up according to order, setup desset fork and spoon for dessert Once all dishes are ready, inform service to #### pick-up Receive POS order ####
Up selling!

Pick-up dessert

Serve to guest and Say: "Excuse me, sir/madam. Here is your Cheese Cake." Say:" Please enjoy your dessert / meal!" Check guest satisfaction during meal period Remark: Dessert are served with dessert fork and spoon or dessert fork and knife for friuts and cheese. Dessert are served within 10 minutes of guest order. Code: RO31

DIGESTIVE (AFTER DINNER) DRINK SERVICE - PROCEDURE

Minutes

Lounge - Restaurant Waiter - Waitress

Lounge - Restaurant Bartender

Minutes

00:00 00:20 01:00

Take guest order Repeat guest order Post order into POS Receive POS print-out Prepare drink according to recipe Prepare garnish or ice (if required) 01:00 01:30 01:40 01:50

02:00 02:10 02:20 02:30 02:40 03:00

Pick-up drinks Verify order is correct Place drinks on service tray Take one beverage coaster per drink Take snack selection Approach guest table Stand right from guest Bend knees and say" "Excuse me, please!" Place coaster on table Serve drink and say: "Here is your Hennessy X.O, Sir. Please enjoy!" Serve all other drinks Place snacks in center of the table

Hand over order to waiter/waitress Keep POS print-out for control purpose

Remark:

Standard: All drinks must be served within 3 minutes of guest order. Drinks with ice cubes shall provide separate ice bucket with tong.

Code: R032

F&B FRESH FLOWER PROCEDURE House Keeping Attendant Restaurant / Banquet Waiter/Waitress Steward

Issue flower as per function order and/or outlets requisition

Pick-up flowers from House keeping as per request

Transport flowers in baskets or containers by using back of the house area Collect all vases from all tables Dispose old flowers to garbage Send Vases to stewarding for washing Wash vases with hot waters and liquid soap Return to restaurant

Place flowers into vase by cutting stems (if required) Make nice arrangement(s) and ensure it follows the standard flower arrangement Add cold water into vase (fill 1/2 to 3/4, depending on the size) Polish outside of vase and remove all spots and water drops Place fresh flowers to guest table center
Daily:

Change fresh water daily before opening of restaurant/banquet Remove/change flowers if not in good condition

Remark: * As a standard, change fresh flowers every 3 days, depending on quality and kind of flower. * Manager to assign two staff responsible to maintain flowers and plants in each banquet/restaurant. * Those staff should receive regular training on flower arranging skills. Code: R 033

GREETING AND SEATING OF GUESTS PROCEDURE Restaurant - Lounge Waiter/Waitress Restaurant - Lounge GRO / Supervisor
Acknowledge guest at entrance Say: "Good afternoon, Sir/Madame. A table for four?" "You like smoking or non-smoking?" (if applicable) Say: "This way please." Check availability of tables on floor plan Take a la carte and wine menus from GRO desk Provide guests with two table choices "How about this table?" Show guests two table options Escort guests to table Acknowledge guests at the table Say: 'Good afternoon!" Help guests for seating Pull chairs, ladies first Once all guests are seated, unfold napkins Place napkins on guest's lap Stand-by at table Help guests for seating Pull chairs Present menus Introduce specials, promotions and buffet Introduce the station waiter / waitress Say: "This is Peter, he will be serving your table today!" Continue serving guests Enjoy your meal Offer coat service to guest (if applicable)

Remark: * Standard: Customer is acknowledged promptly and courteous, greeted and seated within 1 minute of arrival.

Code: R 036

ICE CUBE SERVICE PROCEDURE

Restaurant - Lounge Waiter/Waitress

Bartender

Customer Requests Ice Cube Service Repeat guest order Inform Bar Attendant to Prepare Ice Cubes for X Number of Guests Receive Ice Cube Request Take Clean Ice Bucket Shovel Ice Cubes into Bucket Place Bucket onto Under Liner and Napkin Rose Place Ice Tongue on BB / Side Plate Place Bucket / Ice Tongue on Round Service Tray Deliver to Guest Table Serve Ice into Guest Glass / Cup according to Guest Request Place Bucket and Ice Tongue on Service Station (if not otherwise requested by guest) Hand to Service Attendant for Delivery

Refill Ice as per Guest Needs

Remark:

* Minimum 8 standard sized ice cubes per person. * Always use shovel or tongue to transport and serve ice cubes.

Code: R 040

HOLIDAY INN CENTRAL PLAZA BEIJING SERVICE OF ICE CREAM PROCEDURE Restaurant Waiter/Waitress - Supervisor Provide information to guest when ordering a ice cream i. e. "For your information, we have chocolate, strawberry, vanilla and mango flavor, which one would you prefer Sir/Madam?" Look at the guest with a friendly smile while guest selects Take ice cream order Ask: "How many scoops would you like, sir/Madame?" Write down order on the pad Ask: "Would you like a cup of coffee or tea with your ice cream?" Repeat guest order: " Excuse me, Sir/Madame, may I repeat your order please? You ordered , is that correct. Thank you!" Collect the dessert menu from guest Post order into POS system Change set-up according to order, setup tea spoon for ice cream Pick-up ice cream Serve to guest and Say: "Excuse me, sir/madam. Here is your ice cream!" Say:" Please enjoy !" Check guest satisfaction during meal period Remark: Ice cream are served with a tea spoon and on underliner. Ice cream are served within 10 minutes of guest order. Code: R 041 Once all dishes are ready, inform service to pick-up 00:10 Receive POS order 00:00
Up selling!

Cold Kitchen / Pastry Cook

Min.

POSTING OF ORDERS PROCEDURE Restaurant - Lounge Waiter / Waitress / Supervisor

Prepare order pad and pen Observe guest's table Take guest's order Repeat guest's order Post orders to nearest POS station Open new table number with correct number of covers Use correct PLU numbers for each item/dish Key-in special requests Verify all posted items before sending out Keep handwritten order pad on service station as back-up for verification Pick-up drinks from bar Prepare mise-en-place for food service Update guest check each time guest orders Keep check updated and correct until guest payment Remark: Standard: All orders must be posted and executed through POS system only. No verbal orders to bar and kitchen is required. For dish/item cancellation, refer to VOID / Cancellation Policy and Procedure.

Code: R 048

SETTLEMENT OF BILL 1 (CASH) PROCEDURE Restaurant Waiter / Waitress


(Responsible for guest's table)

Restaurant GRO Preparation

MIN

Check guest's bill once all courses and drinks are served 00:00 00:10 Upon guest's bill request, ask guest for preferred payment type Inform guest that we will prepare an official receipt with the amount of the payable bill Also ask guest: "May I know your company or organization name, please ?" Repeat company/organization name (if necessary write on captain order) Print bill from POS Hand guest bill to GRO for receipt issuance and inform GRO of company/organization details Request official receipt and cash change from GRO

00:15

00:20 00:45 01:00 01:30

Receive guest's bill Prepare official receipt & one complimentary parking coupon Prepare cash change by rounding-up the total to a full onehundred Hand guest bill, receipt and parking coupon to waiter/waitress

01:00 01:30 02:00

I. e. total bill is RMB 713.90 prepare change of RMB 86.10

02:15 02:30 03:00 03:10 03:20 03:30 03:40 03:45 03:50 04:00 04:20 04:30 04:40

Insert guest's bill into bill-folder Insert receipt & free parking coupon into envelope Present bill (inside bill folder) to guest Say: "Mr. Wang (if name is known) here is your bill. Please verify!"
No error

02:15

Present bill from the guest's right hand side and open the place the folder opened in front of the guest

Wait until guest reviews / approves the bill Collect money Count cash receipt (money) in front of guest Repeat the amount

Error

Return to POS station/GRO and make necessary corrections on the bill

Return cash change immediately by saying: "Here is your return cash of RMB . Place cash change inside bill folder and place in front of guest Split white and yellow slip of bill Place white (original) copy of bill into envelope Present the envelope to guest and say: "Mr. Wang, here is your receipt, copy of the bill and one complimentary parking coupon!" Thank guest Hand cash payment, and unused change if any and copy (yellow) slip of bill to GRO Collect cash, unused change and copy of bill Proceed payment

04:45 05:00

* As per Finance SOP 'Self-Cashiering 1 by cash '

Remark: * Standard: If no error, complete payment procedure within a total of 5 minutes. Code: R 050

HOLIDAY INN CENTRAL PLAZA BEIJING SETTLEMENT OF BILL 2 (CHEQUE) PROCEDURE MIN Restaurant Waiter / Waitress Check guest's bill once all courses and Preparation drinks are served Upon guest's bill request, ask guest for preferred payment type Print bill from POS Insert bill into bill folder Present bill (inside bill folder) to GRO
Present the check from the guest's right hand side

Restaurant GRO

MIN

Restaurant Manager

MIN

00:00

00:30 00:40 01:00

Say: "Mr. Wang (if name is known) here is your bill, please. Please kindly verify!"

01:15

Wait until guest reviews / approves the bill No error Error Collect the cheque
Return to POS Station for corrections

01:20

01:40

Request a name card or write information such as name, telephone number, ID number and address at the back of the cheque

01:50

Notify Outlet Manager to endorse the cheque

Receive notification

01:50

Check the date of cheque and company chop is properly stamped

02:00

Initial and endorse at the back of the cheque 02:30 02:40 Receive approved cheque Forward the cheque and bill to GRO Collect cheque and guest bill Write down the amount of the bill at the back of the cheque Proceed payment Split white and yellow slip of bill #### #### Return cheque

02:15

02:30

#### * As per Finance SOP 'Self-Cashiering 2 by cheque' ####

Keep copy (yellow) slip of the bill Request one complimentary parking coupon Prepare one complimentary parking #### coupon

03:20

03:40

Request official receipt (repeat company's name - as per cheque information)

Issue Official Receipt

####

03:50

Insert all into envelope

Hand (white) guest bill, receipt and parking coupon to waiter/waitress

####

04:30

Present the envelope to guests and say: "Mr. Wang, here is your bill, receipt and one complimentary parking coupon!"

04:45

Standby and wait for guest's verification

05:00

Thank guest by saying: "Mr. Wang, thank you for patronizing our Coffee shop. " * No error * Error
Return all to GRO and clarify difference

Remark: * Standard: Check Bill to be presented to guest within 1 minute of request. * Standard: Payment to be settled within maximum 5 minutes from time of guest's bill request. Code: R 051

SETTLEMENT OF BILL 3 (ROOM ACCOUNT) PROCEDURE Restaurant Waiter / Waitress (Responsible for guest's table) Check guest's bill once all courses and drinks are served Preparation Upon guest request, print guest check (bill) from POS Insert bill into envelope Present bill to GRO Say: "Mr. Wang (if name is known) here is your bill, please. Please kindly verify!" Wait until guest reviews / approves the bill No error Receive request to charge bill on room account Present a hotel pen to guest Request guest to write room number, name and signature on guest bill Thank guest for payment Forward the bill to GRO Collect signed bill Close the bill in POS Mark Room Charge as payment method Follow procedure as per SOP 'Self Cashiering 3 by room account' Remark: * Note: There is no requirement to return original of the bill to guest. * The original will be handed to guest upon check-out. * Standard: Check Bill to be presented to guest within 2 minutes of request. * Standard: Payment to be settled within 3 minutes upon confirmation of bill. Code: R 052 Error
Return the bill to GRO for correction

Restaurant GRO

Present bill from the guest's right hand side

SETTLEMENT OF BILL 4 (CITY LEDGER) PROCEDURE Restaurant Waiter / Waitress (Responsible for guest's table) Check guest's bill once all courses and drinks are served Preparation Upon guest request, print guest check (bill) from POS Insert bill into envelope Present bill to GRO Say: "Mr. Wang (if name is known) here is your bill, please. Please kindly verify!" Wait until guest reviews / approves the bill No error Being informed of city ledger payment request Present a hotel pen to guest Request guest to sign on the bill and write down name of account Verify the signature and name of account against POS system Thank guest for payment Forward the whole set of the bill to GRO Collect whole set bill Close the bill in POS Mark City Ledger as payment method Follow procedure as per SOP 'Self Cashiering 4 by city ledger' Remark: * Note: There is no requirement to return original of the bill to guest. * The original will be issued upon settlement of city ledger amount. * Standard: Check Bill to be presented to guest within 2 minutes of request. * Standard: Payment to be settled within 3 minutes upon confirmation of bill. Code: R 053 Error
Return the bill to GRO for correction

Restaurant GRO

Present bill from the guest's right hand side

SETTLEMENT OF BILL 5 (CREDIT CARD) PROCEDURE Restaurant Waiter / Waitress Restaurant GRO (Responsible for guest's table) Check guest's bill once all courses and drinks are served Upon guest request, print guest check (bill) from POS Insert bill into envelope Present bill to GRO Say: "Mr. Wang (if name is known) here is your bill, please. Please kindly verify!" Wait until guest reviews / approves the bill No error Receive guest's requirement for credit card settlement Present a hotel pen Request guest to sign on the bill Collect Credit Card Ask: "We offer free parking for all our restaurant patrons. Would you require a free parking coupon?" Bring the credit card and bill to the GRO Collect credit card and bill Proceed payment * As per Finance SOP 'Self-Cashiering 5 by credit card' Inform cashier for complimentary parking coupon requirement Issue complimentary parking coupon Issue Official Receipt (if requested) Insert original guest bill, credit card slip, (receipts), complimentary parking coupon and F&B promotional flyers/newsletters into envelope Receive envelope Verify content of envelope Request guest to sign on credit card slip Verify signature on credit card slip against signature on back of credit card Tear off the credit card slip copy (guest part) and insert into envelope Return credit card to guest Hand all to waiter/waitress Error
Return the bill to GRO for correction

Preparation

Present bill from the guest's right hand side

Hand envelope containing guest copy credit card slip, original bill, parking coupon and newsletter / promotion flyer information to guest Thank guest for payment Return duplicate of the bill and merchant/bank copies of credit card slips to GRO Receive duplicate of guest bill and copies of credit card slip Mark Credit Card payment in POS Remark: * Standard: Check Bill to be presented to guest within 2 minutes of request. * Standard: Payment to be settled within 3 minutes upon confirmation of bill.

Code: R 054

PRESENTING MENUS - PROCEDURE Restaurant - Lounge GRO / Supervisor Welcome and greet guests
as per separate SOP

Restaurant Waiter / Waitress

Take menus according to number of guests Take one set of wine & drink list Seat guests by pulling chairs and help remove jackets/coats Offer to saf-lock valuable like purse, phones etc Offer to store jackets/coats in our cloak room Ask: "Would you like to dine from the menu or do you prefer to take our buffet?" Guest selects to dine a la carte Present menu(s) Hand the menu opened to ladies first (host last) Introduce daily specials and signature dishes Refer to standby waiter / waitress : "Caroline will be serving your table tonight. Please enjoy your dinner!" Introduce yourself by saying: "Good evening, I am Caroline, I will be serving your party today!" Unfold napkins and place onto guest's laps Hand wine & drink lists to waiter/waitress Return to GRO desk Take wine & drink lists Standby and ask for aperitif (drink) order Continue as per separate SOP 'Taking Guest Orders' Remarks: * GRO is responsible to keep all menus in excellent conditions (without stains, chips or cracks) Pass jackets to waiter/waitress for removal
* Refer to separate SOP 'Cloak room / Coat Service'

Each guest one menu

Code: R 055

REFILL OF BEVERAGES - PROCEDURE

Minutes

Lounge - Restaurant Waiter - Waitress

Lounge - Restaurant Bartender

Minutes

Refill glass when glass is 1/2 empty Remove empty cans or bottles Ask guest(s) for another drink 00:00 00:10 00:20 Say: "Would you like another beer, Sir?" If yes If no: Keep remaining glass on guest's table Repeat guest order: "May I repeat. You ordered one more Carlsberg beer, is this correct?" Post order into POS Receive POS print-out Prepare one fresh chilled glass Take beer from refrigerator 01:30 01:40 01:50 02:00 02:10 02:20 Pick-up beer(s) and glass(es) Verify order is correct Place drinks on service tray Take one beverage coaster per drink Take fresh snack selection Approach guest table Stand right from guest 02:30 Bend knees and say: "Excuse me, please!" Place new coaster on table Place new glass onto coaster Place snacks onto table Serve drink and say: "Here is your Carlsberg beer, please!" Pour beer gently into glass (2/3) Place bottle next to glass Remove soiled glass and coaster Say: "Please enjoy!" Remark: Standard: Waiter returns to table and inquires for further orders when any glass on the table is between 1/2 and 1/3 full. Serve any drinks within 3 minutes of guest order. Hand over order to waiter/waitress Keep POS print-out for control purpose 00:20 00:30 01:00 01:30

Code: R057

RESETTING TABLE AFTER CUSTOMER DEPARTURE - PROCEDURE Restaurant - Lounge Waiter / Waitress Help Guest when Departing Ensure to bid farewell to Customers and Verify that there are no Belongings Left Behind Take Oblong Tray from Service Station Approach guest table and remove all soiled wares (glass, china etc) and place onto tray Place heavy and high items on part leaning towards the body

Why: Avoid items dropping from tray and for easier carrying of fully loaded trays

All soiled glasses move to bar counter All other wares move to dish washing area Take a fresh cleaning rack from service station Move center pieces aside and clean entire table surface thoroughly Adjust chairs and also crumble chair surface Place all mise en place onto service tray (place mat, china, flat ware, ashtray etc) and re-set table neatly and correctly Try to take all mise-en-place at once and try to complete set-up with one step Before leaving table, verify that all items (as per standard set-up) are set up on guest table Remark: Code: R 058 * Guests can only be seated onto cleaned, fresh and complete re-set table * Table setting does also include arranging of chairs and sofas. * Always complete table set-up before moving on to do another task. Why ? A) Saves time B) Being more effective

SERVICE OF BOTTLED/CANNED DRINKS - PROCEDURE

Service Time (in minutes)

Restaurant - Lounge Waiter/Waitress

Bartender

Preparation Time (in minutes)

00:00 00:10

Take drink order by asking: "What would you like to drink, please?" If Guest's Request Beer, ask: "Would you Prefer Draft Beer or Bottled Beer?" If Guest Requests Canned/Bottled Beer, say: "We carry Heineken, Corona, Tsing Tao which one would you prefer?" Repeat Guest Order: "May I repeat your order? You ordered .., is this correct!" Receive guests' order confirmation Say: "Thank you!" Post Order into POS Receive POS Print-out Prepare cleaned glass(es) Prepare required drinks Prepare ice or lemon for soft drinks (if requested) 00:00 00:10 00:20 00:25 00:30 If Guest Requests canned soft drinks, say: "We carry (name a few drinks), which one would you prefer?"

00:20

00:30 00:40 00:50 01:00

01:30 02:00 02:10 03:00

Verify Order and Place onto Round Service Tray Prepare One Drink Coaster for each drink Serve with Tid-bites or Snacks (Lounge only) Place Glass(es) in Front of Each Guest Pour drink slowly side wards into guest glass Fill glass by 3/4 Place remaining can / bottle next to guest's glass Wish guest: "Enjoy Your ..., Please!"

Hand order to Waiter/waitress Keep POS print out for control

Remark: Code: R 066

* Never pour and fill glasses to the top, only fill 3/4 of the glass. * Standard: Drinks must be delivered and served within 3 minutes of guest order.

SERVICE OF BREAD & BUTTER PROCEDURE Restaurant - Room Service Waiter/Waitress Take Guest Order Post Order into POS Pick-up Beverages from Bar/Beverage Service Section Prepare BB plate and place 1 Butter & 1 Margarine per Person onto plate Pick-up Rolls and Sliced Bread from Caf Pantry Warmer and Place into Bread Presenter For restaurant service Place bread & butter onto service tray Approach Guest Table Place Bread and Butter onto Center or Table Say: "Here is your bread and butter please!" Serve Drinks Complimentary Bread & Butter Replenishment is Provided During Entire Meal Service (until Dessert is Served) Remark: * As a standard, serve 1 portion butter and 1 margarine per person * As a standard, serve 1 roll & 2 sliced breads or 2 rolls per person * Applies to Western A La Carte and Room Service Only

For sliced breads, pick up from buffet

For Room Service Place bread presenter into warmer Place butter on BB plate onto trolley Prepare rest of the order Deliver room service order
See separate SOP

Remove bread basket from heater inside guest room

Place onto trolley

Code: R 067

SERVICE OF CHAMPAGNE/SPARKLING WINE PROCEDURE Restaurant - Lounge Supervisor Time required 0" 20 " 10 " 15 " 5" 1 - 3 min. 5" 5" 10 " 10 " 15 " 15 " 30 " 5" 5" Place glasses onto service tray Approach guest table Place glasses for each guest Return to bar area and pick-up cooler with stand Place wine cooler to the right side of host Remove bottle from cooler and hold with napkin Wipe off water and condensation from bottle 10 " 5" Introduce champagne to host by presenting the bottle with label facing towards guest If guest approves, place champagne back to the cooler Position bottle at an angle of 45 degrees 5" 10 " page -2Place napkin on bottle top and press left hand's dumb onto cork Remove the bottle foil just enough to expose the wire wrap
Preventing measure to avoid flying corks injure guests or your self

Restaurant - Lounge Waiter/Waitress

Restaurant - Lounge Bar tender

Give Order (Captain order) to Waiter/Waitress

Receive order Post order into POS Receive POS order Prepare Wine Cooler Fill cooler with 1/2 ice cube's and 1/3 with cold water Place cooler on wine stand

Note: Do not shake champagne bottle, it contains high pressure

Pick-up bottle of Champagne Place bottle into cooler (cover with ice and water) Place napkin on cooler Prepare correct number of champagne glasses (as per order) Hand all to waiter/waitress Keep copy of POS order for record

SERVICE OF CHAMPAGNE/SPARKLING WINE PROCEDURE Restaurant - Lounge Supervisor Restaurant - Lounge Waiter/Waitress Continue holding the bottle at 45 degrees and Remove the wire wrap Place wire into cooler Grip the cork firmly in the palm of the left hand Twist the bottle with right hand and loosen the cork Allow the pressure to push out the cork slowly, without a pop Put cork into cooler Wipe the lip and mouth of bottle with napkin 10 " 10" Take bottle from cooler and clean water drops and condensation Hold bottle by placing bottle bottom's into right hand's palm and by pressing dumb on bottoms' center Pour 2-3 oz of champagne into host's glass After pouring, twist the bottle to prevent champagne / sparkling wine from dripping Say: "Excuse me, would you mind to taste your champagne, please?" Present bottle with label face-up while host is tasting
If number of guests exceeds 6 persons per bottle, pour less wine into each glass and ensure all guests are served with equal amount of champagne While host tastes the champagne, show the bottle with label facing towards host Reason: to remove any bits of foil.

15 " 5" 5" 10 " 5" 6"

Restaurant - Lounge Bar tender

5" 5" 10" 3"

45 - 60 " 10 " 5" TTL 9 min. Remarks: Code: R 068

If host approves the champagne fill all glasses by 3/4 (serving clockwise, always ladies first and host last) Place champagne bottle back to wine cooler if there is some more champagne left Place the napkin on top of wine cooler Say: "Please enjoy your champagne "

If host disapproves the champagne for bad taste, refer to separate SOP Remove bottle, cooler and stand if bottle is empty

* Champagne/sparkling temperature standards please see attached. * As a standard, complete champagne / sparkling wine service within 9 minutes.

SERVICE OF DRAFT BEER - PROCEDURE Service Time (in minutes) 00:00 00:10 Take Guest Order by saying: "What would you like to drink, please!" If Guest Request Beer, ask: "Would you Prefer Draft Beer or Bottled Beer?" If Guest Requests Draft Beer, say: "We have Tsing Tao Draft or Yan Jing, which one would you prefer?" Repeat Guest Order: "You Have Ordered one Tsing-tao Draft Beer, is that correct?" Receive guests' order confirmation Say: "Thank you!" Post Order into POS Receive POS Print-out Take Chilled Draft Beer Glass / Mug from Refrigerator Verify Draft Beer Machine Unit Functioning properly (CO2, Draft Beer Keg, Power On) Pour Draft Beer by Holding Mug 45 degrees Side Wards Push Draft Beer Tap Backwards to Pour Beer Foam Ensure 2 - 3 cm of Beer Foam is Floating on Top of Beer 02:00 02:10 02:30 03:00 Verify Order and Place onto Round Service Tray Prepare One Drink Coaster per Glass Serve with Tid-bites or Snacks (Lounge only) Place coaster onto table / right hand side of placemat Place Glass(es) on top of coaster Wish guest: "Enjoy Your Beer, Please!" Remark: Code: R 072 * Never over-pour beer and foam over the glass level * Standard: Drinks must be delivered and served within 3 minutes of guest order. Hand to Service Attendant 01:00 00:00 00:10 00:15 00:45 00:50 Restaurant - Lounge Waiter/Waitress Bartender Preparation Time (in minutes)

00:20

00:30 00:40 00:50 01:00

HOLIDAY INN CENTRAL PLAZA BEIJING SERVICE OF ICE WATER PROCEDURE

Restaurant - Lounge Waiter/Waitress

Bar tender

Take ice-water order from customer Repeat order (together with any order) Inform bartender to prepare jug of ice water with requested number of water glass(es) Fill stainless steel water jug by 1/2 with boiling water Fill-up jug with ice cubes Add 3 slices of lemon into jug Prepare number of required water glasses Receive glasses and water jug (and other beverages if ordered) Prepare one beverage coaster per drink and place onto service tray Approach guest's table and say: "Excuse me, please, your ice-water Madame!" Place coaster on table Place water glass on coaster Pour ice water from jug into glass (always serve clockwise and ladies first) Fill glass(es) at 4/5 level Place jug on service station Place service cloth beneath the jug to absorb condensation Remark: Code: R 076 * Lemon slice will neutralize the water and/or ice cube side taste. * As a standard, offer automatic water refill whenever glass reaches 1/3 or less of its level. Hand to waiter /waitress

Do not splash or spill when pouring ice water into glass

SERVICE OF LIQUEURS - PROCEDURE

Lounge - Restaurant Waiter - Waitress

Lounge - Restaurant Bartender

Showing drink list to guest Take liqueur order Repeat guest's order Post order into POS Receive POS print-out Prepare liqueur / rock glass Pour liqueur into glass by standard Pick up glass with liqueur, snacks, coaster. And place on the tray. Approach guest table Say:" Excuse me, sir/madam. Here is your XXX, please." Place coaster, glass, snacks on the table by the right side of guest Say:" Please enjoy your XXX." before leave the table Hand over order to waiter/ress Keep POS print-out for record Asking guest:" With ice or without ice, please?"

Remark:

Waiter/ress must ask guest :"With ice or without ice, please?" while taking liqueur order. Serve alcoholic should be with snacks.

Code: R077

SERVICE OF MIXERS / MIXED DRINKS PROCEDURE Restaurant - Lounge Waiter/Waitress Take order from guest(s) Ask if guest requires ice to be served separately Repeat guest order Post order into POS System Receive POS order Prepare mixed drinks as per order and recipe Bar tender

Each mixed drink is served with its own decanter

Fill soft drinks (juices) into 2 dl decanter Prepare a bowl of snacks / tide-bites (LOUNGE ONLY) Hand all to waiter / waitress Keep POS print-out for control purpose

Prepare one drink coaster and one stir per glass Take drink(s) and stir onto service tray Take snack(s) bowl and place onto tray Take cocktail napkins, one piece per guest Approach guest table Place the coaster on guest table Place drink onto coaster Say: "Excuse me, Sir/Madame here is your Gin/Tonic!" Pour soft drink into glass (in front of guest) Fill the glass (usually high ball glass) by 1/2 with juice Place the decanter onto guest table next to high ball glass Stir the mix drink for the guest Place the snacks onto center of table Place one cocktail napkin next to each drink/glass Say: "Please enjoy !" Remark:

* Standard: All mixed drinks are served with separate softdrink/juice in a decanter, one stir and one coaster. * For lobby lounge, snacks will be offered complimentary.

Code: R 078

SERVICE OF PASTA PROCEDURE

Min.

Restaurant Waiter/Waitress - Supervisor

Kitchen Chef de Partie / Cook

Min.

Provide information to guest when ordering a pasta i. e. "For your information, we have Spaghetti, Fettuccine, Penne and Linguine, which one would you prefer Sir/Madam?" Look at the guest with a friendly smile while guest selects Take pasta order "For your spaghetti, which preparation would you like. We have Spaghetti Bolognaise, Carbonara or Napolitana!" Write down order on order pad "Would you like a appetizer before your pasta Sir/Madam?" Repeat guest order: "May I repeat your order? You ordered one spaghetti bolognaise, is that correct?" Receive guests' order confirmation 00:00 00:15 00:30 Say: "Thank you!" Collect the menu from guest Post order into POS system Pick up drinks, bread and butter first Change set-up according to order, setup dinner fork and table spoon for pasta Prepare requested condiments and mise en place 14:30 Pick-up pasta Serve to guest and Say: "Excuse me. Here is your Spaghetti Bolognaise. " Serve condiments and say: "May I serve you some parmesan cheese, grinded pepper or Tabasco? Take pepper mill and cheese bowl or Tabasco serve to the guest Say: "Please enjoy!" Check guest satisfaction during meal period Remark: Standard: Pastas are served with Dinner fork and Table Spoon. Main courses are delivered within 15 minutes of guest order. Code: R 079 Once pasta (all main dishes) are ready, inform service to 14:00 pick-up Receive POS order Prepare dish (es) according to recipe 00:00
Up selling

15:00

SERVICE OF RED WINE PROCEDURE Restaurant - Lounge Supervisor Time required 0" 20 " 1 - 3 min. 10 " 10 " 10 " 15 " 5" 15 " 10 " 10 " 5" 5" 5" 15 " 5" 5" 6" Page -210 " Pour 2 oz of wine into host glass
While host tastes the wine,

Restaurant - Lounge Waiter/Waitress

Restaurant - Lounge Bar tender

Give Wine Order (Captain order) to Waiter/Waitress

Receive wine order Post order into POS Receive POS order Prepare bottle of wine Prepare Wine Stand, one BB plate, one wine opener, one folded napkin Prepare correct number of red wine glasses (as per order) Place all onto service tray Approach guest table to the right hand side of host Place plate with wine opener, napkin and opener on guest's table Place glasses for each guest Present wine bottle by showing label to host Introduce the wine name and vintage Place wine (in stand) onto guest table Cut the foil Insert screw driver into cork center Remove cork by pulling it out side wards Unscrew cork and place onto plate Present wine cork to guest Clean the inside of bottle neck with napkin
Hold bottle steadily while pulling the cork out Cut foil beneath the first bottle ring

Hand all to waiter/waitress Keep copy of POS order for record

SERVICE OF RED WINE PROCEDURE Restaurant - Lounge Supervisor Restaurant - Lounge Waiter/Waitress Say: "Please have a taste!" If host approves the wine, ask: "May I serve the wine now?" Pour 4 - 5 ounces of wine per glass/guest Serve the host last 10 " Place wine bottle (in stand) onto table center Say: "Please enjoy!" 10 " TTL 8 min. Remarks: Code: R 080 Remove the plate with cork and napkin from table Return wine opener to bartender Receive wine opener Restaurant - Lounge Bar tender
show the wine label to

5" 10 " 30 - 45 "

If host disapproves the wine for bad taste, refer to separate SOP

* Wine temperature standards please see attached. * As a standard, complete red wine service within 8 minutes (except for decanted red wines)

SERVICE OF SOUP PROCEDURE Restaurant Waiter/Waitress - Supervisor Provide information to guest when ordering a soup i. e. "For your information, our Soup of the day is XXX, and also we have French onion soup, Cream of mushroom soup, and Minestrone soup, which one would you prefer Sir/Madame?" Look at the guest with a friendly smile while guest selects Take soup order Write down order on the pad Repeat guest order: " Excuse me, Sir/Madame, may I repeat your order please? You ordered , is that correct. Thank you!" Collect the menu from guest after taking the order for main course Post order into POS system Pick up drinks, bread and butter first Change set-up according to order, setup soup spoon for soup Prepare requested condiments and mise en place Pick-up soup Serve to guest and Say: "Excuse me, sir/madam. Here is your Minestrone soup!" Serve condiments and say:" Excuse me sir/madam, may I serve you some parmesan cheese and grinded pepper?" Take pepper mill and cheese bowl serve to the guest Say:" Please enjoy your soup / meal!" Check guest satisfaction during meal period Remark: * Soup are served with Soup Spoon. Soup must be served very hot and accompanied with bread and butter. * Soup and appetizers are served within 15 minutes of guest order. Code: RO82 Once all dishes are ready, inform service to pick-up 00:20 Receive POS order Prepare dish (es) according to recipe 00:00 Kitchen Chef de Partie / Cook Min.

SERVICE OF STEAK PROCEDURE Restaurant Waiter/Waitress - Supervisor Kitchen Chef de Partie / Cook Min.

Provide information to guest when ordering a steak i. e. "For your information, we have Australian Sirloin, Tenderloin, Rib eye and US T- bone steak, which one would you prefer Sir/Madame?" Look at the guest with a friendly smile while guest selects Take steak order Ask: "How would you like your steak to be done, sir/madam? Rare, medium or well done?" Ask: "What kind of sauce would you like to have, sir/madam? We have black pepper, cream of mushroom, red wine or Barnaise sauce?" Ask: "For side dish, you may choose between French fries, mashed potatoes, baked potato or assorted vegetables. Which side dish would you prefer?" Repeat guest order: " Excuse me, Sir/Madame, may I repeat your order please? You ordered , is that correct. Thank you!" Collect the menu from guest Post order into POS system Pick up drinks, bread and butter first Change set-up according to order, setup dinner fork and steak knife for steak Prepare requested condiments and mise en place Pick-up steak, sauces and side dishes Serve to guest and Say: "Excuse me, sir/madam. Here is your TBone steak medium done, with Bearnaise sauce and Baked potato. " Serve Sauces/Condiments and say:" Excuse me sir/madam, may I serve the sauce for your steak?" Place Sauce in front of guest Place condiments (Ketchup, Mustard, Chili Sauce, Tabasco) in center of table Take pepper mill Ask: "Excuse me, would you care for some grinded pepper, please?" Say:" Please enjoy your steak / meal!" Check guest satisfaction during meal period Remark: Steaks are served with Steak Knife and Dinner fork. Automatically offer grinded pepper, and condiments selection (Tabasco, Chili Sauce, Mustard, ketchup). Code: R 083 Once all dishes are ready, inform service to pick-up 00:20 Receive POS order Prepare dish (es) according to recipe Prepare side dishes and sauces acc. To order 00:15 00:00
Each time, let the guest select first before asking next question

Don't forget to suggest Red wine to guest for steak (by glass/bottle)

SERVICE OF WHITE WINE PROCEDURE

Restaurant - Lounge Supervisor Time required 0" 20 " 10 " 15 " 5" 1 - 3 min. 10 " 10 " 10 " 15 " 5" 15 " 30 " 5" 15 " 10 " 5" 6" Give Wine Order (Captain order) to Waiter/Waitress

Restaurant - Lounge Waiter/Waitress

Restaurant - Lounge Bar tender

Receive wine order Post order into POS Receive POS order Prepare Wine Cooler Fill cooler with 1/3 ice cubes and 1/3 with cold water Place wine cooler on wine stand Place bottle of white wine into cooler Prepare 1 BB plate, 1 wine opener (or screw driver), 1 folded napkin Prepare correct number of white wine glasses (as per order) Place glasses and BB plate with opener onto service tray Approach guest table Place plate with opened and napkin on guest's table Place glasses for each guest Return to bar area and pick-up wine cooler with stand Place wine cooler to the right side of host Take bottle and cover it with napkin Introduce the wine by name and vintage to host Place wine into wine bucket Take opener and cut the foil Insert screw driver into cork center
Cut foil beneath the first bottle ring

Hand all to waiter/waitress Keep copy of POS order for record

To absorb water drops from wine bottle

SERVICE OF WHITE WINE PROCEDURE

Page -215 " 5" 5" 6" 10 " 5"

Restaurant - Lounge Supervisor

Restaurant - Lounge Waiter/Waitress Remove cork by pulling it out sideward Unscrew cork and place onto plate Present wine cork to guest Clean the inside of bottle neck with napkin Pour 2 oz of wine into host glass Say: "Please have a taste!" Ask: "May I serve the wine now?"

Restaurant - Lounge Bar tender


Hold bottle steadily while pulling the cork out

While host tastes the wine, show the wine label to host

10 " 30 - 45 "

If host approves the wine, pour wine to all other guests


If number of guests exceeds 6 persons per bottle, pour less wine into each glass and ensure all guests are served with equal amount of wine

If host disapproves the wine for bad taste, refer to separate SOP

Pour white wine 2/3 (or 5 - 6 oz) per glass / guest Serve the host last Place wine bottle back to wine cooler Place the napkin on top of wine cooler Say: "Please enjoy!"

10 " 5"

10 " TTL 8 min. Remarks: Code: R 084

Remove the plate with cork and napkin from table Return wine opener to bartender
* Wine temperature standards please see attached. * As a standard, complete wine service within 8 minutes.

Receive wine opener

TAKING TABLE RESERVATION (PHONE) PROCEDURE Restaurant - Lounge GRO / Supervisor Pick-up phone within three rings
Coffee shop and lobby lounge, only answer in English

Speak slowly and clearly, say: "Holiday Inn Central Plaza, Salt & Pepper (outlet name), Mary speaking!" Listen to speaker first

Speak in a friendly and polite manner. Converse in English for foreign guest, in Chinese for domestic guest

If the call is for a reservation, prepare the reservation log book Ask name: "Your name, please!" If the name is not easy to spell, ask guest: "Excuse me, could you spell the name for me, please?" Ask: "Which day and time, Miss Wong?" Ask: "How many people?" Ask: "Your contact number, please!" Ask: "Smoking or non-smoking table?" Ask: "Any special requests?" Ask caller to repeat reservation: "Miss Wong, could I repeat your reservation?" Repeat all details clearly Bid farewell to guest: "Thank you for your reservation. See you soon. Good bye!" Wait until guest hung up Hang up phone Prepare reservation card and assign table number / room number

Call guest by name From this step onwards

Remark: * All reservation matters will be handled by restaurants' GRO. * During reservation taking, try to investigate the purpose of the party (anniversary, birthday, kids party etc), therefore appropriate preparation can be arranged, such as special set-up, decoration, gift or others. Code: R 090

WINE ORDER TAKING PROCEDURE Restaurant - Lounge GRO / Supervisor Present wine list to guest by saying: "Excuse me, Sir here is our wine list!" Present wine list opened to guest (host) Introduce wine specials (wine of the month, wine by the glass, some popular bottled wines) Allow guest some time to select Stand by and observe guest's table When guest has selected approach guest table Take order and ask: "Excuse me, may I take your wine order now?" If guest ask questions, ensure to have sufficient wine knowledge to respond professionally Use professional wine terminology Take wine order Repeat order: "May I repeat? You ordered one bottle of , vintage 2001, is that correct?" Receive guest confirmation Say: "Thank you!" Write order onto captain order (also state number of guests) Give captain order to waiter/waitress in charge of this section Remark: * It is imperative that recommended wines are available and not sold-out. * Sold out wines shall not appear on the wine list. If wine is no longer available on same day, supervisor shall inform guest that this particular wine has just been sold out. * Bar Manager to update wine list according to availability within 48 hours. Code: R 098
Why: For waiter/waitress to prepare appropriate number of glasses

CLEARING TABLE DURING DINING (BUFFET) - PROCEDURE Restaurant - Waiter / Waitress Observe Guest Table Remove any soiled or empty plates, bowls, cups or glasses whenever guest finished the dish or drink Pick-up service tray and hold in your left hand Approach Guest Table Stand right side from the guest Say: "Excuse me, please!" Remove soiled dinner fork and knife from dinner plate from right side Place dinner fork & knife onto tables' BB plate \ Remove plate with right hand Hold the rim of plate and place plate onto service tray Repeat this standard for each guest Use service tray to return all soiled plates, bowls to service station Remove Soiled plates to Dish Washing Area from Service Station Remark: * Standard: Never remove plates or bowls while guests are still dining. * Standard: Soiled plates or bowls must be removed from guest's table within 1 minute after guest finished the dish. * Always pay attention to each table and apply proper timing for removal of soiled dishes. Code: R 101 If flatware is very soiled, provide a fresh set of flatware to guest(s)

TAKING GUEST FOOD ORDER (A LA CARTE) PROCEDURE Restaurant Attendant/Supervisor

When guest closed the menu to sip a drink or to look around, that is the signal of being ready to order

Observe the guest if ready for ordering Approach guest's table Stand in a position that has eye-contact with the guest Look at the guest with a friendly smile. Say: "Excuse me Mr./Mrs./Ms .(if name is known) or Sir/Madame, My name is XXX, I will be serving your table, may I take your order now, please?"

Speak in a friendly and polite manner. Answer in English for foreign guest, in Chinese for domestic guest

Introduce daily specials and promotions: "For your information, our daily specials are . . I in particular recommend ., it is one of the top favorites amongst our guests (mention 3 - 4 specials). Take order by writing all information on order pad For special dishes, do not forget to ask for choice of sauce, dressing, cooking method etc. Indicate each guest's seat number on order pad Repeat the order to guest: " Excuse me, Sir/Madame, may I repeat your order please? You ordered , is that correct. Thank you!" Confirm with guest for order delivery and service sequence: " Excuse me, Sir would you like your dishes to be delivered course by course or shall we deliver them all at once?" Collect the menu from the guest. "Excuse me, may I collect the menu please?" Say: "Thank you! Please wait a few moments for preparation. I will deliver your drinks right away!" Post order into POS system Pick up drinks, bread and butter first Change set-up according to order

Enables service to identify: Who ordered

This step applies for domestic guests only, foreign guests will not request all courses to be served at once !!

Remark:

* Never take guest orders in groups, one staff takes one table's order (accountability) * Always repeat each order, even if it is for a simple request only.

Code: R 102

CHINESE SIT DOWN TABLE TOP SETUP -PROCEDURE Banquet supervisor Check the table chairs set up are align and correct Check the table cloth and napkin are clean Banquet waiter/waitress/casual service Setup table and chairs alignment

Laying the table cloth


* Must be equal setup on the table

Check the set up are correct

Setup the show plate on the folder line Setup bone plate on the show plate

Check chinaware and glassware are clean Check the mise-en-place for chinese function

Put the napkin on the bone plate

Check the light air conditioner

Setup rice bowel and chinaware spoon setup on the right side of show plate

Check hygiene and green plant

Setup chop stickes stand on the right side of show plate

Check all set up according service procedure / standard

The towel dish put the best side of

Againist the rice towel set up soya dish

Setup namecard holder at the center of show plate

Setup the ashtray on the table

Setup the water goblet setup on the right side of rice bowel Setup menu on the table Adjustment setup make sure everything according standard Remark: * Make sure the chinaware are clean and no breaken. Code: R 105

SPECIAL GUEST REQUEST (CAN DO SERVICE) PROCEDURE

Restaurant - Banquet- Bar Waiter / Waitress

Restaurant- Banquet - Bar Manager / Supervisor

Take guest inquiry Response by saying: "Please wait a moment, let me check for you!" Inform manager immediately Receive special guest request Inquiry and find solution to satisfy guest request

Inquiry must be answered within 3 minutes

Receive solution information

Solution found, reply to waiter / waitress

Solution Not found, reply to guest PERSONALLY

Reply to guests by saying: "Excuse me Sir, I am glad we can provide .. For you! How many portions would you like to have?" Take guest order Remark: Code: R108

Respond: "Excuse me, Sir I am really sorry, we tried to satisfy your request, but really can not find a way. I could recommend you .. Instead, would you like to try?" Take guest order

1. Standard - Special Guest Inquiry: Respond within 3 minutes of guest inquiry. 2. Standard - Guest Request is not available: Manager / Supervisor in charge replies to guest personally and finds other alternative.