Communication During Service - F & B SOP

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F & B STANDARD OPERATING PROCEDURES AND TRAINING MANUAL

INTRODUCTION

Objective: Communication During Service

Needs:

Interest:

Training Aids / Equipment: Computer and LCD Projector

TASK BREAKDOWN MINIMUM STANDARDS TRAINER'S NOTE
 

1.  Provide help when called even in another section

2.  Never stand in group

3.  It is prohibited to speak loudly / argument in front of the guest

4.  Never put hands in pockets / on hips / cross arms  

5.  No picking noise, rubbing eyes, scratching or any other similar gesture to any part of your face / body in front of the guest  

6.  Napkin / silverware / chopstick is dropped on the floor, supply a new one to guest

7.  No chipped glass / chinaware should be used  

8.  To avoid wrong order, repeat the order to guest

9.  Be sure to remove all plates when guest have finished

10.  To maintain a pleasant and helpful attitude towards guest "smile"

11.  Remember the guest is always right

12.  Under no circumstances should the guest hear argument

13.  Always give a friendly good bye  

14.  Do not speak our mother language to your staff in front of the European guest

15.  Whenever, one or more foreign guests on a table of local guests, always speak English  

16.  Do not point the finger at any guest

17.  Do not lean against any objects such as: Table /chair / service station in the public areas

 
Prepared by: Reviewed by: Approved by:
Designation: Designation: F&B Director Designation: General Manager
Sign & Date:  Sign & Date:  Sign & Date:
Categories: 
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