SOP Intercontinental Group Coffee Shop How to serve a tea41783

Prepare 1 set of tea strainer on an underliner to strain the tea leaves and one small plate with two lemon slices; one in the lemon squeezer, one on the plate.. Prepare one small plate w

STANDARD OPERATING

PROCEDURE

TASK: HOW TO SERVE A TEA

TASK NUMBER: CS-0012

DEPARTMENT: F&B - Coffeeshop

DATE ISSUED: Jan 2005

EXPECTATION: That tea is served in a proper way, fast and hot with complete condiments by friendly, smiling staff efficient.

TIME TO

TRAIN: 25 minutes

Why is this task important for you and our guests?

Answers:

1 To maximize guests satisfaction.

2 To ensure teas are served in a consistent way

3 To ensure the tea is hot

4 To ensure the GSTS “Other Dining Experiences” is decreasing monthly

STEPS HOW/ STANDARDS TRAINING QUESTIONS

1) Making the tea. Pre-heat two pots – fill the pot with

hot water from the boiler and leave it for 2-3 minutes

Loose Tea:

Fill 1 tea pot with loose tea leaves and the other 1 tea pot with hot water only

Prepare 1 set of tea strainer on an underliner to strain the tea leaves and one small plate with two lemon slices; one in the lemon squeezer, one on the plate

Tea Bag:

Fill 1 tea pot with one tea bag and the other 1 tea pot with hot water only

Prepare one small plate with two lemon slices;

one in the lemon squeezer, one on the plate

1 Why should you pre-heat the pot?

2 Why should you wait for 2-3 minutes?

3 Why should you have two pot, one for tea and one for hot water?

4 Why do you prepare a strainer?

5 Why to you serve hot milk

6 Why do you serve lemon?

2) Proceed to and approach the

guest table Say “Excuse me, Mr./Mrs./Ms./Sir/Madam XXXX, may I

serve your tea?”

If yes, stand at the right side of the guest with your right leg slightly in front of the table

Place the pot or cup on a non-slip service tray together with hot milk, sugar bowl / set (Depending of the

1 Why should you use a tray?

2 Why should you apologize?

3 Why should the milk be hot?

hotels’ equipment) and lemon plate.

3) Serving the tea Place the hot milk, sugar bowl / set

(Depending of the hotels’ equipment) and lemon plate above the cup

Place tea cup set on the right side of the setting, with cup handle pointing horizontally (3 o’clock) to the right and coffee spoon parallel to it on the top of the saucer

Handle the tea pot with the right hand, thumb on top and fingers at the handle’s grip

Pour the tea into the cup approximately 15-20 cm above the middle of the cup until 2/3 full

Place tea pot above the cup at 45 degrees

1 Why should the cup be placed on the right hand side?

2 Why should the handle be pointing horizontally (3 o’clock)?

3 Why should your thumb be

on top of the handle?

4 Why should you pour approximately 15-20 cm above the cup?

5 Why should the cup be 2/3 full?

6 Why should the pot be placed 45 degrees above the cup?

4) Before leaving the guest

table Say “Please enjoy your tea” with a smile

1. Why should you say “Enjoy your tea?”

(DRILL LANGUAGE)

Note: Never refill western tea for customer

unless requested by guest

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

Summary questions:

1 Why should you pre-heat the pot?

2 Why should you wait for 2-3 minutes?

3 Why should you pre-heat the cup?

4 Why should you use a tray?

5 Why should you apologize?

6 Why should the cup be placed on the right hand side?

7 Why should the handle be pointing horizontally (3 o’clock)?

8 Why should your thumb be on top of the handle?

9 Why should you pour approximately 15-20 cm above the cup?

10 Why should the cup be 2/3 full?

11 Why should the pot be placed 45 degrees above the cup?

12. Why should you say “Enjoy your tea?”

13 Why do you prepare a strainer?

14 Why to you serve hot milk

15 Why do you serve lemon?

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