SOP Intercontinental Group Coffee Shop How to serve desserts41785

STANDARD OPERATINGPROCEDURE TASK: HOW TO SERVE DESSERTS TASK NUMBER: CS-0011 DEPARTMENT: F&B - Coffeeshop DATE ISSUED: Jan.. 2005 EXPECTATION: That after the main course the dessert is

STANDARD OPERATING

PROCEDURE

TASK: HOW TO SERVE DESSERTS

TASK NUMBER: CS-0011

DEPARTMENT: F&B - Coffeeshop

DATE ISSUED: Jan 2005

EXPECTATION: That after the main course the dessert is served in an efficient manner, to continue the dinning experience by friendly staff.

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 desserts are served properly

3 Tom ensure the guests are not too much disturbed in their conversation and experience

STEPS HOW/ STANDARDS TRAINING QUESTIONS

1) Present the dessert menu Upon completion of the meal,

approach the guest on the right side and ask with a friendly manner

“Excuse me, Mr./Mrs./Ms./Sir/Madam XXXX, this is the dessert menu”

1 Why should you apologize?

2) Take the order. Offer the dessert menu opened to

the guest

Suggest to the guest one of our best dessert or the daily special

Repeat the order to the guest after written on the order pad

1 Why should you suggest the bets dessert or daily special?

2 Why should you repeat the order?

3) Order trough POS Order the item through the POS

System for production by the Pastry

or respective kitchen

1 Why should you order through the POS System?

4) Set the table. After order has been computed in the

POS system, cutleries have to be laid according to the guest’s order from the right side

1 Why do you have to change the cutlery?

5) Serve the dessert Say “Excuse me,

Mr./Mrs./Ms./Sir/Madam XXXX, this is your XXXX (With the main item of the dish nearest and facing to the guest

Serve the children/ladies first, then the gentlemen and follow by host

(Move clockwise around the table).

Note:

When there are 2 or more than

2 guests

Hold the second serving with left hand and the first serving with right hand (Other staff should assist to serve other guests if there are more than 2)

6) To finish Say: “Enjoy your dessert

Mr./Mrs./Ms./Sir/Madam XXXX

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

Summary questions:

1 Why should you suggest the bets dessert or daily special?

2 Why should you repeat the order?

3 Why should you apologize?

4 Why should you order through the POS System?

5 Why do you have to change the cutlery?

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