SOP Intercontinental Group Chinese Restaurant Dim sum servicesteam to orderorder to be takenby server41638

You ordered, XXXX, is that correct?” When the dim sum is ready, the dim sum cook is required to bring the cooked items to the pantry section for delivery This system can differ per hotel

STANDARD OPERATING

PROCEDURE

TASK: DIM SUM SERVICE-STEAM TO ORDER-ORDER TO BE TAKEN BY SERVER

GUEST

EXPECTATION:

That dim-sum is served fast and fresh by friendly staff and that whatever order system the restaurant has in place the staff is knowledgeable of the different type of service.

TIME TO

TRAIN: 30 minutes

Why is this task important for you and our guests?

Answers:

1. To maximize guest satisfaction

2. To ensure the dim sum is served in the proper way according to the custom

3 To ensure the staff is knowledgeable about the ways of serving Din-Sum

4 To ensure the staff is knowledgeable on how to serve the dim-sum

STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) PROCEDURE FOR USING

OF POS SYSTEM:

Dim Sum menu is introduced to the guest

Staff requires taking down all dim sum items clearly and correctly ordered by the guests Order to be repeated and then goes to the POS station to key in the orders

accordingly and accurately

Say: “May I repeat your order? You ordered, XXXX, is that correct?”

When the dim sum is ready, the dim sum cook is required to bring the cooked items to the pantry section for delivery

(This system can differ per hotel)

Pantry Head assign the food runners

to deliver the dim sums to the specific table with the required condiments immediately Wait staff

1 Why do we need to introduce the menu to the guests?

2 Why do we need to write down the order correctly?

3. Why should you repeat the order?

4 Why should the order be placed in the POS system accurately?

5 Why should you cross out the items on the order slip in both the restaurant and pantry?

to serve the dim-sum in the basket directly onto the guest table

Cross-out the served items from the copy of the order slip in the pantry area (by pantry head) and on the table (by wait staff)

2) PROCEDURE FOR USING

OF CAPTAIN’S ORDER:

Dim Sum menu is introduced to the guest

Staff is required to write down all dim sum items clearly and correctly

on the Captain’s Order Fill in the table number, date, covers and waiter code before passing it to the respective kitchen section

When the dim sum is ready, the dim sum cook is required to bring the cooked items to the pantry for delivery

(This system can differ per hotel)

Pantry Head assign the food runners

to deliver the dim sums to the specific table with the required condiments immediately Wait staff

1 Why do we need to introduce the menu to the guests?

2 Why do we need to write down the order correctly?

3 Why should you fill out the table number, covers and date?

4 Why should you repeat the order?

5 Why should you cross out the items on the order slip in both the restaurant and pantry?

to serve the dim-sum in the basket directly onto the guest table

Cross-out the served items from the copy of the order slip

When the guest asks for the bill, the server approaches to his table, pick the card and head to cashier for billing

This card must be kept clean at all times on the guest table, and the quantity must be accurately marked

3) PROCEDURE FOR USING

OF TABLE ORDER FORM

SYSTEM:

Dim sum menu items to be printed

on an Order Form, guest to mark the quantity of dim sums in the

box/bracket provided

A dim sum order form is kept in a folder with a pen and placed on the guest table

After the dim sum is marked on the

1 Why is the folder kept on the table?

2 Why should repeat the order?

3 Why should the order be placed in the POS system accurately?

form, (which can be done by the guest himself or with the assistance

of the server), will then be collected and followed by putting the table number, date, number of guests and waiter code before forwarding the order to the respective kitchen section

Normal order procedure will be executed by the pantry and the kitchen section

When the dim sum items delivered

to the specific table, the server is required to mark off the served items on the form

4 Why should you cross out the items on the order slip in both the restaurant and pantry?

When the guest asks for the bill, the server approaches to his table, pick the card and head to cashier for billing

This card must be kept clean at all times on the guest table, and the quantity must be accurately marked

4) PROCEDURE FOR USING

OF DIM-SUM TROLLEYS

Various dim sum trolleys which provide steaming hot and freshly-made dim sums are moved around the restaurant by the helpers for the guests to make choices

Dim sum card to be used for recording the quantity of dim sum served

Wheel the trolleys to the guests or their tables

Introduce different kinds of dim sums to the guests

Say: “Sir / Madam, would you like to have one of these selections”

Put the ordered dim sum items onto the guest table with the required condiments/sauce

Mark the quantity on respective block of the card

When the guest asks for the bill, the server approaches to his table, pick

1 Why should you wheel the trolley through the tables?

2 Why should you introduce the different kinds of dim sum?

(DRILL LANGUAGE)

the card and head to cashier for billing

This card must be kept clean at all times on the guest table, and the quantity must be accurately marked

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

competency.

Summary questions:

1 Why do we need to introduce the menu to the guests?

2 Why do we need to write down the order correctly?

3 Why should you fill out the table number, covers and date?

4 Why should you repeat the order?

5 Why should you cross out the items on the order slip in both the restaurant and pantry?

6 Why should you wheel the trolley through the tables?

7 Why should you introduce the different kinds of dim sum?

PHOTO INDEX #01