SOP Intercontinental Group Chinese Restaurant Private dining room service41636

2005 GUEST EXPECTATION: That the private dining room has an upper market service then the main dining room, the staff is experienced, discreet and knowledgeable.. To ensure the staff i

STANDARD OPERATING

PROCEDURE

TASK: PRIVATE DINING ROOM SERVICE

TASK NUMBER: CR-0023

DEPARTMENT: F&B – Chinese Restaurant

DATE ISSUED: Jan 2005

GUEST

EXPECTATION:

That the private dining room has an upper market service then the main dining room, the staff is experienced, discreet and

knowledgeable Mostly the dishes will be served on an individual basis to the guest by friendly staff with a smile.

TIME TO

TRAIN:

15 minutes

Why is this task important for you and our guests?

Answers:

2 To ensure the guests are satisfied with the special attention given in the private dining rooms

4 To ensure the staff is aware and well trained on how to handle individually served dishes

5 To ensure the staff is discreet and provide “low key” but attentive service

Pre-check (Before the guests

arrive)

The PDR must be set up as per requested such as: number of attendance, table and seating arrangements, tabletop requirements…

Check whether the guest is the first time visiting or on the guest history record

If the name is on the list, look at the guest history record to find out the guest’s likes, dislikes and special requirements, and apply accordingly

If the menu has been confirmed, table menus must be placed on the table Type of menu cover is offered is based on the menu price

All mise-en-place must be checked and ready for service and ensure that those are what the guest requested

Service Bar must be open If there has been no pre-beverage order, a small beverage display to

be set up discretely

Set up pre-dinner cocktail area if required

The staff assigned for the PDR must check whether the kitchen order is in order and in

1 Why should the PDR be set

up according to the number

if guests?

2 Why should you check if this

is the first time for the guest

3 Why should you check the guests’ history?

4 Why is the menu placed on the table?

5 Why is the menu cover based

on the menu price?

6 Why should all mise-en-place

be ready?

7 Why should small beverage display be set up?

8 Why should you follow up with the kitchen?

9 Why should all the sauce be ready?

place as requested and ready for service (if the menu has been confirmed)

Have all condiments and sauces ready according to the menu

Check if there is any special requests such as seating arrangements, baby chair, number of seats, table decorations, face towels, serving gears, operating equipments, special

wine/beverage arrangements, no pork no lard, vegetarian…

Any special requests must be executed, have the beverages stand by and the related equipments ready such as: glasses, wine cooler/ baskets, warmer for Chinese Hua Tiao Wine, pot, cups dried prunes, rock sugar…

Soya sauce, tidbits can be pre-set on the table, face towels can be pre-placed, drinking water can be pre-poured, wine can be opened to let it breath if the wine is confirmed in advance

10 Why should you check for special arrangements?

11 Why should all the equipment be ready on standby?

Guest arrive The manager must introduce himself to the

host or the organizer, in the mean time he should find out what is the nature of the party unless he has known before hand

If this is a birthday party, he should check whether the cake has been arranged and who is the birthday guest, so the arrangements can be made, meanwhile he should also introduce the staff who is assigned to take care of this party

to the guest

1 Why should the manager introduces himself?

2 Why should you check for a birthday cake?

3 If not organized, why should you order a cake? (If time permits)

4 Why should the staff know who the host and guest of honor are?

The staff must get to know who the host is, who the organizer is, who the guest of honor

is, how they should be addressed, and go through once again with the host or the organizer all details( the best timing is to do it before the arrival of the rest of the guests)

Check whether wines/ liquors/ beverages displayed on the service bar meet with the host’s requirements i.e.: he would like to go for premium brands, regular brands or alternated immediately

5 Why should you check if the beverages meet the

requirements?

Menu If the menu is not yet confirmed, a set menu

proposal must be ready of different price ranges and kept aside, when the host or the organizer arrived can show it to him

Alternatively the a la carte menu can be given

(Internal note for staff only: for kitchen operation, a set menu is preferable)

1 Why should have a number

of set menus available?

2 Why should the menus be of different price ranges?

3 Why is a set menu operationally preferred?

Serving individual courses Prepare the food arrival by made

bone plates and serving cutlery ready for use

When food runner arrives with the food items on a large plate, service staff to take the plate and show it to the guests

Say: “Please, here is your XXX (Name of the dish), I will plate it for you”

(The last part does not have to be mentioned all the time, especially

1 Why should you prepare the food arrival?

2 Why should you show and announce the dish to the guest?

(DRILL LANGUAGE)

3 Why do you dish out on the

when the guests are in conversation, just introduce the dish then)

Go to the side station with the food plate Divide the food onto the smaller plates; use some of the decoration to decorate the smaller plates (This has to be done in a fast manner to avoid the food getting too cold)

All plates should have same quantity and look

side?

4 Why should you use the decoration as well?

5 Why should the plates look similar?

Serve the dishes; VIP first, then ladies (mature ladies first) and the host as last

When finished, say: “Enjoy your XXX” (name of the dish)

(DRILL LANGUAGE)

During dinner The assigned staff to stand by, and must not

keep the room unattended The manager should assign the guest’s favorable staff to serve the party (if any)

1 Why should the assigned staff not leave the room?

2 Why should the favorite service staff be assigned?

Finished When the guests are getting ready to leave,

assist with their chairs by pulling it back

Assist with their coat if required and thank them for their visit

Say: “Thank you for coming Mr / Mrs XXX (No sir /madam, by now the staff should know the guests’ name!)

1 Why should you assist the guests?

2 Why should you thank the guest?

3 Why should you use their name?

Now ask the Trainee to practice the whole task from start to end to test

competency.

Summary questions:

1 Why should the PDR be set up according to the number if guests?

2 Why should you check if this is the first time for the guest

3 Why should you check the guests’ history?

4 Why is the menu placed on the table?

5 Why is the menu cover based on the menu price?

6 Why should all mise-en-place be ready?

7 Why should small beverage display be set up?

8 Why should you follow up with the kitchen?

9 Why should all the sauce be ready?

25 Why should the favorite service staff be assigned?

PHOTO INDEX #01