SOP Intercontinental Group Chinese Restaurant How to present the menu41656

STANDARD OPERATINGPROCEDURE TASK: HOW TO PRESENT THE MENU TASK NUMBER: CR-0003 DEPARTMENT: F&B – Chinese Restaurant DATE ISSUED: Jan.. 2005 EXPECTATION: That the menu is handed to the g

STANDARD OPERATING

PROCEDURE

TASK: HOW TO PRESENT THE MENU

TASK NUMBER: CR-0003

DEPARTMENT: F&B – Chinese Restaurant

DATE ISSUED: Jan 2005

EXPECTATION: That the menu is handed to the guest within 5-10 minutes after being seated and that the menu specials and the not available item

are explained.

TIME TO

TRAIN: 20 minutes

Why is this task important for you and our guests?

Answers:

1 To maximize guests satisfaction.

2 To ensure the guests are quickly attended to

3 To ensure the guests are aware of the special to enhance the guests’ choice and to generate potentially additional revenues

4 To avoid disappointment should the guest order a dish which is not available.

STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Check the state of the menu Hostesses should always check all

the menu pages and cover to ensure the menus are clean

1 Why should the menu always

be neat & clean?

2) Self introduction. “Good Morning/Afternoon/Evening,

Mr./Mrs Sir/ Madam, my name is XXXX, here is the menu please”

1 Why should you introduce yourself?

3) Presenting the menu Standing at the right side of the

guest, bend the upper body slightly;

present the opened menu (first page)

in front of the guest and say: “This is the menu, please” (use your right hand)

If there are ladies in the group, serve the elderly lady first, gentleman next, host last

1 Why should you open the menu for the guest?

4) Explain which dishes are not

available for that day Apologize and explain to the guests which dishes are not available

Say: ”I am terrible sorry but the XXX

1 Why should you explain the not available items first before explaining the specials?

is not available today, instead I would recommend, XXX

(You can start here to explain today’s specials, without asking if they would mind – see next step)

STEPS HOW/ STANDARDS TRAINING QUESTIONS 5) Introduce today’s specials Ask the guest if they mind you

explaining the special to them

Say:”Would you mind me explaining you today’s specials?”

Standing straight at the table rotating your eye contact with the guest around the table and

summarize the special with a clear voice in details

Follow the meal order: Starts with entrees, soup, fish and meats (If special are applicable) Leave the desserts for after dinner

1 Why should you ask

“permission” first to explain the specials?

2 Why should you keep eye contact with all guests?

3 Why should you follow the meal order?

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1 Why should the menu always be neat & clean?

2 Why should you introduce yourself?

3 Why should you open the menu for the guest?

4 Why should you explain the not available items first before explaining the specials?

5 Why should you ask “permission” first to explain the specials?

6 Why should you keep eye contact with all guests?

7 Why should you follow the meal order?

PHOTO INDEX #01