SOP Intercontinental Group Chinese Restaurant How to serve a hand towel41641

2005 EXPECTATION: That upon seating at the table a clean hot or cold hand towel is served within 5 minutes, on a towel tray by friendly and efficient staff.. To ensure the guest receive

STANDARD OPERATING

PROCEDURE

TASK: HOW TO SERVE A HAND TOWEL

TASK NUMBER: CR-0018

DEPARTMENT: F&B – Chinese Restaurant

DATE ISSUED: Jan 2005

EXPECTATION:

That upon seating at the table a clean hot or cold hand towel is served within 5 minutes, on a towel tray by friendly and efficient staff.

TIME TO

TRAIN: 10 minutes

Why is this task important for you and our guests?

Answers:

1. To maximize guest satisfaction

2. To ensure the guest receives a clean towel with tray

3. To ensure the service staff is knowledgeable and confident serving a hot or cold towel

STEPS HOW/ STANDARDS TRAINING QUESTIONS

General Hand towel will be changed during special

meal period, i.e crabs, shrimps, roast pigeon

Before the meal: Hot towels are served during winter and cold towel are served during summer

During the meal: Only hot towels are served

After the meal: Hot towels are served during winter and cold towel are served during summer

After the menu course and served the tea for guest, hand towel will be changed

automatically

1 Why do you use hot towels in the winter and cold in the summer?

1) Pre-service towel procedure Make the towels wet with tap water

Squeeze the access water out of the towel so the towel remains damp

Fold the towel in half once and roll the towel tightly

Place the towel neatly stacked in the warmer or chiller (Special

equipment)

1 Why should the towel be wet?

2 Why should the towel not be

to wet?

3 Why should you roll it tightly?

2) Prepare the towel Take the towel tong and place one

towel out of the warmer / chiller and 1 Why should you use a towel tray?

put it on the towel tray

Place the trays on a service tray and proceed to the table

2 Why should you use a service tray?

3) Serving the towel Say: “Excuse me, sir / madam or Mr / Mrs

XXX, your face towel”

Present to the left hand side of guest

(DRILL LANGUAGE)

1. Why should the towel be on the left hand side?

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

competency.

Summary questions:

1 Why should you use lukewarm water?

2 Why should

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