SOP Intercontinental Group Coffee Shop How to serve a coffee41784

Rinsed the cup with over-flowing hot water, empty the cup of the water and place it under the coffee machine nozzle and then press button for regular coffee?. sugar bowl / set Depending

STANDARD OPERATING

PROCEDURE

TASK: HOW TO SERVE A COFFEE

TASK NUMBER: CS-0012

DEPARTMENT: F&B - Coffeeshop

DATE ISSUED: Jan 2005

EXPECTATION: That coffee 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 coffees are served consistent

3 To ensure the coffee is hot

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

STEPS HOW/ STANDARDS TRAINING QUESTIONS

1) Make coffee by the pot. Pre-heat the pot – fill the pot with hot

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

Empty the pot off the hot water

Fill coffee in a heated thermos pot from the coffee brewing dispenser

1 Why should you pre-heat the pot?

2 Why should you wait for 2-3 minutes?

2) Make coffee by the cup. Rinsed the cup with over-flowing hot

water, empty the cup of the water and place it under the coffee machine nozzle and then press button for regular coffee

1 Why should you pre-heat the cup?

3) Proceed to and approach the

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

serve your coffee?”

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,

1 Why should you use a tray?

2 Why should you apologize?

sugar bowl / set (Depending of the hotels’ equipment) and lemon plate

4) Serving coffee by the cup. Place the hot milk, sugar bowl / set

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

Place coffee 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

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

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

5) Serving coffee by the pot. Place the hot milk, sugar bowl / set

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

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

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

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?

Place coffee pot above the cup at 45 degrees

6) Before leaving the guest

table Say “Please enjoy your coffee” with asmile 1 Why should you say “Enjoy your coffee?”

(DRILL LANGUAGE)

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 coffee?”

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