Your Hotel Restaurant Banquet Manual

Your Hotel
Food & Beverage

Manual
Restaurant/Banquet
Month / Day / Year
(It is important that you review every section of this manual and add to, change or
remove all sections that do not match up with your property. It is also important to
review this document with regards to what is legally correct in your operating area and if
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you operate in a union environment, that the words stay within the context of the
existing union contract.)
Index
Welcome
elcome!!!!!!!!!!!!!!!!!!!!!!! "
#ervice $xcellence, %he &assle 'ree (uarantee........ "
It %a)es a %eam......................................................... *
Your 'irst #even Days!!!!!!!!!!!!!!!! *
Policies and Procedures!!!!!............................. +,
(round -ules................................................................... +,
.ttendance....................................................................... +,
.rriving at or)............................................................. +,
/rofessional /resentation!!!!!!!!!!!!!!!.. +,
-emem0er, I .m Your (uest!!!!!!!!!!!!!! ++
.chieving and Maintaining a (racious, &ospita0le Image ++
1ourtesy to Departing (uests!!!!!!!!!!!!! +2
1auses for /ersonnel .ction 3 -eprimand to Dismissal +4
(eneral (uest -elation -ules......................................... +5
(olden -ules for Ma)ing %hings or)......................... +5
(uest -elations and (rooming...................................... +5
6ur 7ltimate (oal 3 %he (uests8 #atisfaction................. +"
-esponding %o (uest 1omplaints.................................. +"
%he (uest 1omplains!!!!!!!!!!!!!!!!!! +"
%he Meeting 9 :an;uet 'acility at Your &otel!...!!! +<
Meeting and 1onference -oom =ocations...................... +>
Food and Beverage Service!!!!!!!!!!!!.. +?
Your /ersonal /rogress 1hart........................................ +?
-estaurant and :an;uet 'ood #ervice........................... +?
&ostess /rocedures!!!!!!!!!!!!!!!!!. +?
Dress 1ode!!!!!!!!!!!!!!!!!!!!. +?
/rocedures for &ostess!!!!!!!!!!!!!.. 2,
'irst 1ontact 3 %he %elephone!!!!!!!!!.. 2,
Message %a)ing!!!!!!!!!!!!!!!!! 2,
&ow to %a)e a -eservation!!!!!!!!!!!.. 2+
(reeting and #eating (uests!!!!!!!!!! 2+
&ow to #ay 'arewell to the (uests!!!!!!! 22
#erver /rocedures!!!!!!!!!!!!!!!!!! 22
#erving /rocedures!!!!!!!!!!!!!!! 22
#tarting the #hift!!!!!!!!!!!!!!! 22
%a0le .pproach!!!!!!!!!!!!!!! 22
:rea)fast!!!!!!!!!!!!!!!!!! 22
=unch and Dinner!!!!!!!!!!!! 24
%a)ing the 6rder!!!!!!!!!!!!! 24
#erving....................................................... 24
Index
(eneral -ules of %a0le #ervice!!!!! 24
%he 1over!!!!!!!!!!!!!!!!! 25
#eating!!!!!!!!!!!!!!!!!! 25
1learing /rocedures!!!!!!!!!!! 2"
1he;ue #ettlement!!!!!!!..!!!!!!! 2"
1ash!!!!!!!!!!!.!!!!!!!!! 2"
1redit 1ard!!!!!!!!!!!..!!!!! 2*
-oom 1harge!!!!!!!!!!!!!!!! 2*
%a0le Manners!................................................. 2*
1learing and 1leaning %a0les!!!!!!!! 2*
%a0le #et3up!!!!!!!!!!!!!!!! 2<
Dining -oom .ppearance!!!!!!!!!!! 2<
%han)ing the (uest!!!!!!!!!!!!!! 2<
%he $ssentials of 'ood #ervice!...!!!!!!!.. 2<
:rea)fast #ervice!!!!!!!!!!!!!!! 2<
=unch #ervice!!!!!!!!!!!!!!!!! 2>
Dinner #ervice!!!!!!!!!!!!!!!! 4+
-oom #ervice!!!!!!!!!!!!!!!!! 44
:everage #ervice for the =ounge .rea!!!..!!! 45
#ervice of Drin)s!!!!!!!!!!!!!!! 45
#erving ine!!!!!!!!!!!!!!!!! 45
#torage!!!!!!!!!!!!!!!!!!! 45
(eneral -ules of #ervice!!!!!!!!!! 45
.ctual #ervice of -ed ine!!!!!!!! 4"
.ctual #ervice of hite ine!!!!!!! 4"
.ctual #ervice of -ose ine!!!!!!!! 4"
.ctual #ervice of 1hampagne!!!!!!! 4"
Drin) /rocedure!!!!!!!!!!!!!!! 4*
:artender!!!!!!!!!!!!!!!!!!!!.. 4*
:artender8s 1hec) =ist!!!!!!!!!!!! 4*
/ractices of a (ood :artender!!!!!!!! 4<
&ouse /olicy for .lcohol #ervice!!!!!!.. 4>
#elling!!!!!!!!!!!!!!!!!!!!!!!! 4>
#alesmanship!!!!!!!!!!!!!!!!!!! 4>
#uggestive #elling!!!!!!!!!!!!!!!!. 4>
-eading Your (uests!!!!!!!!!!!!!!.. 5,
/hrases %hat #ell!!!!!!!!!!!!!!!!! 54
#elling %ools!!!!!!!!!!!!!!!!!!! 5"
=i;uor #alesmanship!!!!!!!!!!!!!! 5*
%he %en 1ommandments of (ood :usiness in the &otel 5>
"< ays %o =ose . %ip!!!!!!!!!!!!!!!.. 5>
Index
The Kitchen 5>
%he @itchen -outine!!!!!!!!!!!!!!!.!!! ",
Dish ashing Duties!!!!!!!!!!!!!!!!!!! "+
%he .rt of /urchasing!!!!!!!!!!!!!!!!!! "+
%he .rt of Dish ashing!!!!!!!!!!!!!!!!.. ""
The Office....................................................................... *2
:oo)ing the 'unction!!................................................ *2
6ffice -outine................................................................... *5
Appendices
+. -esponsi0le #ervice, &ouse /olicies............................. **
2. -esponsi0le #ervice, Aust #aying BCoD is not $nough.. *>
4. -esponsi0le #ervice, -ecogniEing Intoxication............ <,
5. Dishwashing /rocedures.............................................. <2
". $;uipment 1leanliness and Maintenance.................... <5
*. #afety (uidelines........................................................... >2
<. 1atering (lossary.......................................................... >5
Welcome
Welcome
elcome to Your -estaurant/1onference 'acility. You have 0een chosen to Foin
a team committed to service excellence. In today8s mar)et where products
and prices are similar 3 YOU MAKE THE DIFFERENCE. Your dedication to
attentive, responsive guest service is the single most important factor to 0ring
our guests 0ac) time and again.
Your service manual has 0een designed to provide you with the material so that
you can deliver the very 0est service.
%he nature of the hospitality industry places strong emphasis on people 3 our
guests. %his focus on people ma)es the Fo0 exciting 0ecause of contact with
guests with varying tastes and needs. 'or our operation to 0e successful, we
must 0e a0le to provide ;uality service to each of those guests.
:ut service is not where it ends. (uests notice the appearance of the facilityG its
cleanliness and neatness. %he overall impression that the facility ma)es will play a large
role in whether or not the guest comes 0ac). .nd that largely depends on you.
%his manual will focus on tas)s that provide the service which 0rings guests 0ac) and
ma)es them tell friends a0out the service we provide. -emem0er, you may 0e one of the
few employees that our guests encounter, so you will 0e representing management,
other employees who never see the guests, and most importantly, the reputation of our
facility. .s you wor) your way through this manual, )eep in mind that this information
is valua0le only if you choose to apply it properly. .ll of the reading and training you do
is not going to ma)e you a good employee. 6nly you can do that with a good attitude,
exercising good Fudgement, and following the 0asic principles laid out in this manual as
a guideline.
Service xcellence! "assle Free #uarantee
.t Your -estaurant/1onference 'acility, service excellence is a living reality for our
guests 0ecause we guarantee it. It is your responsi0ility to live up to this standard every
day.
%he standard has 0een set. .n effective catering team with all of its partner8s wor)ing
towards service excellence will guarantee happy guests every time.
flexibiliy !rofession"lis# $e$ic"ion !erson"li%e$ service
It Ta$es a Team
%eamwor) is important for the -estaurant, Meeting and 1atering 'acility to function
smoothly and pleasantly. :ecause most of the operation can 0e seen 0y the guests,
employees must wor) well together and co3operate with one another.
If pro0lems arise, solve them calmly in normal voice tones. &elp co3wor)ers through
dependa0ility and good manners. .0sence or tardiness creates an extra 0urden for
them.
.n example of a functional organiEational chart is set out 0elow. You should 0uild your
own.
Food and Beverage! %our First Seven &a's
&a' ()
&epartment Orientation
Kno*ledge for All mplo'ees)
H I 1an Do ItI H -ecycling /rocedures
H Ma)ing It -ight H #afe or) &a0its
H +,,J (uest #atisfaction (uarantee H Manager on Duty
H :lood :orne /athogens H &otel8s 'act #heet
H /ersonal .ppearance H $mployee /olicies
H $mergency #ituations H 1anadians with Disa0ilities
H =ost and 'ound
%he %as) =ist for :an;uet #etup and #ervice
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Sales & Catering
Manager
Your Restaurant Banquet
Executive Ce! Restaurant Manager Banquet Manager
Sous Ce! Si!t Manager "ait Sta!!
#ine Coo$
%re& Coo$
'is "aser
Bus Sta!!
Bar (en)er
%orter
"ait Sta!!
Bus Sta!!
*ostess
+
&a' +)
-eview Day + (/lan additional training time, if necessary)
Kno*ledge for All Front,of,"ouse Food and Beverage mplo'ees)
H %elephone 1ourtesy
H #afety and #ecurity
H .lcoholic :everage %erms
H &ouse :rands and 1all :rands
H :asic 'ood /reparation %erms and %iming
Kno*ledge for Ban-uet Setup and Service)
. hat Is a :an;uet #etup and #ervice /ersonK
. or)ing as a %eam with 1o3or)ers and 6ther Departments
. Your &otel8s #tandards of $xcellence
. :an;uet $vent 6rders
. 'unction -ooms
. #idewor) 1hec)list
The /o0 Brea$do*ns for Tas$s ( , 1)
Tas$ ( 2ead and Interpret Ban-uet vent Orders and 3hange Orders
Tas$ + Set the Function 2oom 4ighting
Tas$ 5 6acuum Function 2oom 3arpets
Tas$ 1 Steam,xtract Function 2oom 3arpets
&a' 5)
2evie* &a' + 7Plan additional training time! if necessar'8
Kno*ledge for All Front,of,"ouse Food and Beverage mplo'ees! con9t
7.#. .lcoholic :everage =aws
-esponsi0le .lcohol #ervice /rocedures
-estaurant Menus
:asic 'ood /reparation %erms and %iming
1orrect /late /resentation and (arnishes
Kno*ledge for Ban-uet Setup and Service 7continued8)
'ood and :everage $;uipment %erms
(lassware %ypes and 7se
1hina
#ilverware
=inens and Cap)in 'olding
#tandard %a0le #etup #pecifications
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The /o0 Brea$do*ns for Tas$s : , ;)
%as) " #weep 'loors in 'unction -ooms
%as) * Mop 'loors in 'unction -ooms
%as) < 1lean and ax &ardwood and /ar;uet 'loors in 'unction -ooms
%as) > #et3up 'unction -ooms
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&a' 1)
-eview Day 4 (/lan additional training time, if necessary)
Kno*ledge for All Front,of,"ouse Food and Beverage mplo'ees! con9t
%he -estaurant -eservation #ystem
%ipping /olicies
&eimlich Maneuver and 'irst .id
#anitation
&ealth Department -egulations
/oint3of3#ale $;uipment
1ommunity #ervices
Kno*ledge for Ban-uet Setup and Service 7continued8)
.nticipating (uestsL Ceeds
/ar #toc) #ystem
.udiovisual $;uipment
Mailing /olicies
The /o0 Brea$do*ns for Tas$s < , (=)
%as) ? #et3up #upport #ervices for 'unctions
%as) +, #et3up and :rea) Down a Dance 'loor
%as) ++ #et3up and %a)e Down #taging
%as) +2 Install and -emove .ir alls
%as) +4 #et3up and %a)e Down 1oat 1hec) .reas
%as) +5 &ang Decorations and :anners for 'unctions
%as) +" &andle .udiovisual $;uipment for 'unctions
%as) +* Install /hones in :an;uet or Meeting .reas
&a' :)
-eview Day 5 (/lan additional training time, if necessary)
The /o0 Brea$do*ns for Tas$s (> , +=)
%as) +< -eceive, #tore, and #hip /ac)ages for (uests
%as) +> :rea) Down and 1lear 'unction -ooms .fter $vents
%as) +? -efresh Meeting -ooms
%as) 2, /repare 1offee
%as) 2+ /repare Iced %ea
%as) 22 /repare and #erve &ot %ea
%as) 24 #et3up /orta0le :ars
%as) 25 #et3up and Decorate :uffets
%as) 2" 'old Cap)ins for :an;uets
%as) 2* /lace %a0lecloths on 'unction -oom %a0les
&a' =)
-eview Day " (/lan additional training time, if necessary)
The /o0 Brea$do*n for Tas$s +> ? 5=)
%as) 2< #)irt or 'lounce 'unction -oom %a0les
%as) 2> #et %a0les for Different :an;uet #pecifications
%as) 2? /rovide :rea) or 1ontinental :rea)fast #ervice
%as) 4, #et3up 1anapMs and &ors dL6euvres for -eceptions
%as) 4+ /rovide #ervice for :uffet :an;uets
%as) 42 #erve (uests 'ood and :everages at #it3Down :an;uets
%as) 44 Maintain %a0les During :an;uet #ervice
%as) 45 /rovide #ervice for 1oc)tail -eceptions
%as) 4" #erve ine or 1hampagne 0y the :ottle
%as) 4* =ift %rays, :us %u0s, or Dish -ac)s
&a' >)
-eview Day * (/lan additional training time, if necessary)
The /o0 Brea$do*ns for Tas$s 5> , 1@)
%as) 4< #ettle (roup 1hec)s for 'unctions
%as) 4> #ettle Individual (uest 1hec)s
%as) 4? Inventory and -e;uisition 'unction #upplies
%as) 5, /erform $nd3of3#hift 1losing Duties
-eview all previous training and plan additional training time, if necessary
$mployee performs some tas)s while the trainer o0serves
.dd more tas)s as the employee progresses
Policies and Procedures
#round 2ules
6ur purpose, as a catering facility, is to serve well3prepared and well3plated, high ;uality
fresh food and 0everage in the most efficient and friendly manner possi0le. %he
intended results areN a very 0usy operation actually created 0y a staff which is Bma)ing it
wor)D 33 Bma)ing it successfulD. In order for your catering facility to wor), it8s necessary
to have ground rules that support us in getting our Fo0 done.
Attendance
e8re counting on youI You must 0e on the floor, dressed and ready to wor) +, minutes
0efore your shift. You8re re;uired to 0e at wor) every day you are scheduled. If an
emergency should occur that would not permit you to wor), you must get in touch with
your manager (not another employee) no less than three hours in advance. If an
unusual circumstance occurs that would cause you to 0e late (even " minutes), call a
manager (not another employee) and let them )now ahead of time. .ttendance records
are )ept for each employee and are used in employee evaluations.
Arriving At Wor$
+. mplo'ee Par$ing 3 .lways par) in the prescri0ed employee par)ing area as
designated 0y management.
2. mplo'ee ntrance 3 #ee #taff Manual.
4. Signing,In 3 #ign3in on the time sheet at your scheduled wor)ing time. You are the
only person who can sign you in. %he time sheet is used to determine your
payche;ues, so it is a good idea to remem0er to cloc)3in. You are to be in uniform
when you sign-in. Do not sign3in 0efore changing your clothes.
Professional Presentation
Your a0ility to properly converse with the guest is as important as your appearance. In
order to 0e an effective pu0lic relations person, you mustN
H =oo) directly at the guest when spea)ing
H #pea) directly to the guest
H Move entire mouth while spea)ing. (If lips and Faw remain still, the speech will 0e
muffled and unintelligi0le)
H #pea) slowly.
H #pea) distinctly.
H #pea) courteously.
H #pea) with voca0ulary the guest can understand.
H #pea) loud enough.
H #mile.
H .0ove all, listen. 'ewer mista)es occur when you are alert to the guest.
Re#e#ber& I A# Your 'ues(
You often accuse me of carrying a chip on my shoulder. :ut I suspect that this is
0ecause you do not entirely understand me. Isn8t it normal to expect satisfaction
for one8s money spentK
Ignore my wants and I will simply cease to exist. #atisfy those wants and I will
0ecome increasingly loyal. .dd to this satisfaction, any little extra personal
attention and friendly touches you can dream up, and I will 0ecome a wal)ing
advertisement for your restaurant.
hen I criticiEe your food or service, which I will certainly do whenever I am
displeased and to anyone who will listen to me, ta)e heed. I am not dreaming up
displeasure. %he source of it lies in something that you have failed to do to ma)e
my eating experience as enFoya0le as I had anticipated. You must find that source
and eliminate it or you will lose me and my friends as well.
I insist on the right to dine leisurely or eat in haste, according to my mood,
schedule or other circumstances. I refuse to 0e rushed and I despise waiting. %his
is an important privilege that my money 0uys from you. If I am not spending 0ig
money with you this particular time, Fust remem0er that if you treat me right, I
will 0e 0ac) later with a larger appetite and more money to spend, and pro0a0ly
with a num0er of my friends.
I am much more sophisticated these days than I was Fust a few years ago. I have
grown accustomed to 0etter things, and my needs are more complex. I am
perfectly willing to spend more money, and I have more money to spend, 0ut I
insist on ;uality to match your prices.
I am, a0ove all else, a human 0eing. I am sensitive, especially when spending
money. I cannot stand to 0e snu00ed, ignored or loo)ed down upon. I am proud.
My ego needs the nourishment of a friendly, personal greeting from you.
6f course, I am a 0it of a show off too. :ut do not condemn me for that 0ecause
you are pro0a0ly a little at times yourself. Aust smile and indulge my whims as
0est you can. -emem0er, that while you are feeding me in the literal sense, my
money is figuratively, feeding you.
Achieving and Aaintaining a #racious! "ospita0le Image
(ive a friendly smile and a cheerful, appropriate greeting to each guest. hen
immediate service is impossi0le, say to the guest BI8ll 0e right with youD, or at least give a
nod and a smile to let the new guest )now you8ve seen them.
H .lways 0e courteous.
H 1arefully perform routine procedures.
H #et aside secondary tas)s to serve guests.
H (ive your complete attention to guests when serving them.
H /ay attention to guests the entire time they are in the facility.
H %han) the guest for coming to Your -estaurant.
&ow can you )eep everything under control and smile under all circumstancesK .
positive mental attitude helps. =oo) for good aspects in all situations. . positive attitude
ma)es guests feel that you genuinely desire to please them, that you ta)e pride in your
wor), and that you are willing to provide extra service.
You communicate your attitude to others. /ositive attitude ma)es people want to 0e
around you and to patroniEe Your -estaurant. (uests and fellow employees will respond
to you in a positive, friendly way, and will reflect your attitude.
3ourtes' to &eparting #uestsBBB
:e sure to assist our guests in any way possi0le 3 pull out chairs, help with coats, etc. .s)
the guests again if they enFoyed their meal, 0id them farewell and a pleasant day, and tell
them you would appreciate seeing their return.
1hec) ta0le and chairs for any articles the guest might have forgotten.
Wor$ing 2ules
+. #uest 2elations C Proper &ecorum 3 e expect all employees to 0ehave in a
professional manner with each other and with guests.
a. 1hewing gum and candy are not permitted while wor)ing.
0. Don8t lean against walls or furniture while in sight of guests.
c. Co group discussions or private conversations with each other are to 0e held
pu0lic areas.
d. #ocialiEing with guests while on duty is strictly prohi0ited.
e. -efer to a guest as BguestD, not BcustomerD.
f. (reet guests immediately 3 even if they are not in your station.
g. .lways )eep eyes at eye contact level (therefore you never miss a guest8s needs).
h. Cever say, BI don8t )nowD, 0ut instead, BI8ll find outD and then do so.
i. .nticipate guest needs 0efore they have to wave for assistance.
F. -efer to a guest as Bsir/ma8amD and use BpleaseD, Bthan) youD, ByesD, BnoD, and
Bexcuse meD when appropriate.
). Cever complain to guests a0out company pro0lems or share personal pro0lems
with them3they are not interested.
l. Cever argue with guests 3 they are always right 3 even when they are wrong.
.lways 0e sincere and apologiEe for any inconvenience.
2. Pro0lems *ith #uests and Other mplo'ees 3 If uncomforta0le situations
arise 0etween you and another employee or 0etween you and the guest, contact a
manager immediately and let them handle it.
4. Serving 4i-uor to Ainors , is illegal. If you have any dou0t at all a0out
someone8s age, chec) his/her ID. 3 the guest must present one valid piece of
identification to prove positive and un;uestiona0le proof of age. If you are not
comforta0le in handling the situation, if it arises, contact a manager immediately.
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-emem0er, the legal drin)ing age is +?.
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5. Accidental Spills 3 If you should spill something on a guest, apologiEe immediately
and ;uic)ly provide the guest with a towel. Cext, get the manager to replace the food
or drin) item that was spilled. If the guest spills an item, provide the guest with a
towel and contact the manager regarding replacing the item that was spilled.
Management will decide whether or not to reim0urse the guest for cleaning charges
related to the accident.
". mplo'ee 2est 2ooms 3 (uest rest rooms are off limits to all employees 3 use the
employee rest rooms only.
*. ating! &rin$ing! Smo$ing 3 $ating, drin)ing and smo)ing are permitted only in
the employee rest area.
<. Phone 3alls 3 Co calls are to 0e made or will 0e received 0y employees on the
catering phone, for it distur0s the operation. Messages will 0e ta)en for you.
>. Ans*ering the Phone 3 If you have the opportunity to answer the phone, answer
it promptly and spea) with enthusiasm and a smile. B(ood (time of day), -estaurant
Came, your name spea)ing, may I help youKD. Ma)e sure your voice reflects you are
glad to help.
?. Aeal Brea$s 3 %he manager on duty will let you )now when you are to ta)e your
0rea). %he 0rea) is to 0e ta)en in the employee rest area and not off the property.
+,. Signing,Out 3 .t the end of your shift, 0e sure to sign3out on the time sheet.
-emem0er, we need this record for your payche;ue. 6nly you can sign3out for
yourself. You are to 0e in your uniform when you sign3out. Do not sign3out after
changing clothes.
Scheduling! 2e-uests and Pa'che-ues
++. Schedules 3 are posted on the employee 0ulletin 0oard. 1hanges on the actual
schedule can only 0e made 0y the manager (to avoid confusion).
+2. 2e-uests For &a's Off 3 re;uest for days off should 0e made in writing, including
the date and your name, no later than 4 days 0efore the schedule is posted.
-emem0er that this is a re;uest and everything will 0e done to honour that re;uest 3
0ut the change is not guaranteed.
+4. 6acation 2e-uest 3 #ee #taff Manual
+5. Pa' Period 3 #ee #taff Manual
+". 2eporting #ratuities 3 You are re;uired 0y law to report the tips you have earned.
Aeetings
+*. &epartmental Aeetings 3 #ee #taff Manual
3auses for Personnel Action ? 2eprimand To &ismissal O
#ee #taff Manual
#eneral #uest 2elation 2ules
%he most important Fo0 we have is to ta)e good care of our guests from the time they
arrive until the time they leave 3 Fust as if they were a guest in our own home and Fust the
way we li)e to 0e treated when we dine out. If people didn8t want service 3 they would
stay at home.
%he attitude that is needed to insure guest satisfaction is the willingness to do whatever
it ta)es to satisfy the guests. %hey8ll appreciate it, and they8ll return. .t all times 0e
professional, alert, enthusiastic, willing, sincere, efficient, and do not lose sight of the
fact that our guests are the reason for us 0eing hereI
H . #DST is the most important person in our 0usiness.
H . #DST is not dependent on us, we are dependent on the #DST.
H . #DST is not an interruption of our wor), the #DST is the purpose of it.
H . #DST does us a favour when he/she calls 3 we are not doing his/her a favour
0y serving him/her.
H . #DST is not someone with whom to argue or match wits.
H . #DST is a person who 0rings us their wants 3 it is our Fo0 to fill those wants.
H . #DST is deserving of the most courteous and attentive treatment we can give
them.
H . #DST is the lifeline of this 0usiness.
#olden 2ules for Aa$ing Things Wor$
If you open it, close it. If you turn it on, turn it off.
If you unlock it, lock it up. If you break it, admit it.
If you cant fix it, call in someone who can. If you borrow it, return it.
If you value it, take care of it. If you make a mess, clean it up.
If you move it, put it back. If you use something up, replenish it.
If it belongs to someone else and you want to use it, get permission.
If you dont know how to operate it, ask or leave it alone.
If its none of your business, dont ask questions.
If things arent working right, complain only to someone who can do something about
it.
If someones given you some assistance, acknowledge himher.
#uest 2elations C #rooming #ee #taff Manual
Personal Appearance #ee #taff Manual
#eneral "ealth #ee #taff Manual
#rooming #ee #taff Manual
&ress #ee #taff Manual
Personal "a0its #ee #taff Manual
Our Dltimate #oal ? The #uest9s Satisfaction
e are in 0usiness to satisfy our guests. e accomplish this 0y com0ining courteous,
efficient teamwor) and service.
(uests expect to 0e treated courteously and attentively. .ll guests should 0e treated
e;ually. %his re;uires the a0ility to adapt to different people and varied situations.
.ccepting differences and handling your Fo0 efficiently also re;uires patience, tact, poise
and self control. . good sense of humour will help you stay calm and smiling through
many aw)ward situations.
(uests will 0e aware of the overall atmosphere of the restaurant/0an;uet room when
they wal) in the door. You must 0e conscious of the way you spea) and act at all times.
2esponding to #uest 3omplaints
/lease read the section on guest complaints in the #taff Manual.
You "re no sellin) " #e"l...you "re !rovi$in) "n ex!erience. Yes,
great food and service are intrinsic to our guest experience. :ut you are not !ust
providing food and service. hen someone ma)es a decision to come to Your
-estaurant, whether it is for a 4,th .nniversary or for a simple lunch, they are
entrusting themselves to us. e have an o0ligation to provide them with an
outstanding experience...a memora0le experience...an experience that will 0ring
them 0ac) to Your -estaurant over and over again.
The #uest 3omplains
#o what happens when we don8t provide them with the experience they deserve...that
they have trusted us to provide.
'irst, you have to 0e aware of the guest8s dissatisfaction. It may 0e the answer to the
;uestion Bhow is your dinnerKD It may 0e the 0ody language of those at the ta0le.
#econd, you must respond to the issues immediately. Immediately, does not mean going
to your supervisor and getting into a long discussion as to how to resolve an issue with
your guest. You are the one that has esta0lished a rapport with your ta0le. You are the
one that should 0e 0est a0le to service your ta0le.
%a0le of 5. .ll the meals arrive. (reat food 0ut one of the stea)s is coo)ed
medium. It was ordered rare. hat do you doK "irst, offer to replace the
meal. #not the steak only as everything else on the plate will be cold when
the steak returns$. Yes. %hen the issue may end at this point. . free dessert
may 0e offered for the inconvenience. &owever if the answer is no, I came to
eat with the rest of the ta0le! If the stea) is consumed, then offer a free
dessert (after dinner drin) etc.) to show we are sorry for the stea) not 0eing
as ordered. If the stea) sits there, give a total refund on the meal...and again,
you might offer a free dessert to help.
%here is no right or wrong answer. $ach guest is different. $ach situation is different.
You are e#!o*ere$ to try and resolve the issue the 0est way possi0le. It is imperative
that the guest leaves with a smile on their face. You are responsi0le for a positive total
guest experience. Ma)e sure it happens. %hey will return. 6n a personal 0asis, our
0usiness will grow and along with it your BtipsD will grow. e all win.
'or 0an;uets, the atmosphere may 0e different 0ut the pro0lems and pro0lem solving
are all the same. .nd the results of positive guest care are all of the same. :usiness will
grow and so will your gratuities.
"andling 3omplaints
+. =isten
2. .ccept feelings
4. 1larify the complaint
5. %a)e action3don8t ma)e a promise you can8t )eep30ut do try an resolve the issue
yourself
". %a)e complaint to the M6D
*. :e cheerful and helpful
2esponding To #uest 3omplaints
Despite the positive, friendly 0ehaviour of the food server, there may 0e situations
where wor)ing with the guest is difficult. 6ften it may 0e impossi0le for you to identify
the cause of the guests8 negative reaction. hatever the cause, your goal must 0e to
handle the complaint in a manner that will leave the guest with a favoura0le impression
of Your -estaurant. %he following steps are important guidelines to ma)ing this possi0le.
+. =isten attentively as the guest relates the pro0lem. #tay calm...avoid 0ecoming
hostile or defensive. If the guest 0ecomes loud or upset, isolate them from other
guests who may 0e within hearing range. =isten to the guest8s entire explanation.
2. 1reate empathy with the guest. .c)nowledge their feelings. .pologiEe for any
inconvenience to the guest, even if the complaint seems unreasona0le. here the
guest has a genuine complaint, you should attempt to wor) out an accepta0le
solution.
4. Maintain or enhance the guest8s self3esteem. .void shifting the guilt to the guest.
5. Do not allow personalities to 0ecome an issue. @eep the conversation focused on the
pro0lem.
". @now in advance what your authority is, then when a complaint occursG tell the guest
what you can do to remedy the situation.
*. If you are una0le to resolve the situation, contact the manager, explain the situation
and allow the manager to ta)e care of the pro0lem.
<. Do not let anything affect your mood or appearance.
>. (ive the guest a reasona0le length of time in which they can expect the pro0lem to 0e
resolved. It is 0etter to allow too much time than to underestimate.
?. 'ollow3up. Ma)e sure that the pro0lem was resolved to the satisfaction of the guest.
. 1omplete Description of the :an;uet 'acility at Your &otel
Aapping the Ban-uet and 3onference Facilit' at %our "otel
Food and Beverage Service
%our Personal Progress 3hart
#uest 2elations
+. Maintain esta0lished company standards of personal appearance.
2. &ave a positive, friendly and co3operative attitude towards guests and fellow
employees.
4. Demonstrate a0ility to communicate well.
5. Display a willingness to comply with health, safety and sanitation re;uirements.
Ta0le Service
+. %he a0ility to set a cover.
2. %he a0ility to greet guests.
4. %he a0ility to ta)e an order.
5. %he a0ility to serve an order.
". %he a0ility to clear 0etween courses.
*. %he a0ility to handle guest complaints.
<. %he a0ility to serve drin)s.
>. %he a0ility to serve red wine.
?. %he a0ility to serve white wine.
+,. %he a0ility to serve champagne.
++. %he a0ility to read your guest.
2estaurant C Ban-uet Food Service
"ostess Procedures
&ress 3ode
hite 0louse (pressed)
:lac) dress pants
:lac) shoes (dress shoes)
Came tag
Cylons
Aewellery must 0e )ept to a minimum
Procedures for "ostess
+. 1hec) your reservation 0oo) for reservations for the current meal period.
2. #et up seating plan and confirm with shift supervisor.
4. Distri0ute reservations among all servers e;ually, informing them of all necessary
information. 'or exampleN 0irthdaysG anniversariesG 0ill not to 0e ta)en to the ta0leG
any other unusual re;uests.
5. #ee that the reservation signs are placed on the ta0les.
". In;uire with the )itchen what the daily specials are for the shift.
*. 1onfirm porter pager num0er for the shift and who is on duty.
"o* to Ans*er the Telephone
H .nswer the telephone in three rings. -esearch shows that *,J of the population will
hang up on a *, second hold. ",J will stay up to 2 minutes if you chec)30ac) every
4, seconds.
H .pproved (reetingN
%&ood time of day, Your 'estaurant, Your (ame speaking. )ow may I help you*
%one and tempo are very important to the greeting (are you smilingK)
What do people hearE
In /ersonN 6n the %elephoneN
""J 0ody language >*J %one
4>J tone +5J ords
<J words
Cever, ever say BIt8s really 0usyPcan you call 0ac)KKKD hy would the guest want to
experience, in person, the indifference 0eing shown on the phoneK
H @nowledgea0leN
H &ow to ta)e reservations (follow the reservation sheet)
H .ccurately descri0e how to get to Your -estaurant.
H Menu item BsiEEling stea)GD Bsucculent seafoodGD
H DescriptionN
H Bfreshly preparedGD BappetiEers from Q"OQ>D
H Bmain courses from Q+" O Q2"D
H 6perating hoursG 7pcoming promotionsG $ntertainmentG /ar)ing etc.
Aessage Ta$ing
+. Co employees are permitted personal phone calls or have use of the phone at any
time. ($mergency situations are exceptions).
2. You are not permitted to give out any personal information over the phone. 'or
exampleN phone num0ersG schedules to anyone except staff mem0ers.
4. hen a staff mem0er calls to inform us that they will 0e a0sent or late, you are to call
or inform the supervisor on duty.
5. .ll messages are to 0e ta)en on the appropriate message pad, and not on a scrap
piece of paper.
"o* to Ta$e a 2eservation
+. .s) the day and date re;uired.
2. .s) the time they would li)e to dine.
4. .s) how many in the party.
5. .s) what name they would li)e their reservation in.
". .s) the phone num0er or room num0er.
*. .s) them if they prefer smo)ing or non smo)ing.
<. 6nce all information is o0tained, repeat it to the guest using their name.
>. .s) if there is any special occasion or re;uirements.
?. .ll reservations are to 0e printed directly into the reservation 0oo). Cever write a
reservation on a piece of paper
+,. /lease initial the reservation and write the date it was received.
++. /lease inform reservation that we will hold their reservations for +" minutes and
then we will 0e releasing it unless notified otherwise 0eforehand.
Aiscellaneous
+. If a guest has any ;uestions, it is your responsi0ility to answer them accurately.
%herefore, )now your product and price list.
2. -ead the .rea MagaEine of -ecord to )now the area and what is going on.
4. You must have complete )nowledge of all food and 0everage menus...the ingredientsG
the preparationG how items are served and with whatG )now your prices, )now daily
specials
#reeting and Seating #uests
%he hostess is a very important aspect to Your -estaurant. .lways remem0er you are the
first and the last person the guest sees. %herefore you are their first and last impression.
+. It is of utmost importance that someone is present at the hostess station at all times.
2. (o to the guest at the entrance and welcome them to Your -estaurant and introduce
yourself.
4. .s) them if they have a reservation.
i. If yes, as) under what name, and chec) it off in your reservation 0oo).
ii. If no, do not ma)e the guest feel uncomforta0le 0ecause they do not. #mile and
tell them that it will 0e no pro0lem and that you will show them to a ta0le
immediately. (.+. ,hen the dining room is booked and you have no immediate
tables, remember, you have a comfortable lounge where they could have a
drink while they are waiting.
iii. &elp them hang their coats at the door if possi0le.
"o* to Seat a #uest
+. Cever wal) more than three paces in front of the guest.
2. Cever wal) too fast.
4. 6nce at the ta0le, pull out the chairs for the ladies first and then any other guests you
can accommodate. (.+. If a guest does not want to sit at the table you have taken
them to, apologi-e and immediately seat them at a table of their choice.
5. 6nce guests are seated, hand them the menu and tell them who will 0e their server.
". 1lear off any extra settings.
"o* to Sa' Fare*ell to the #uests
+. 6n departure of a guest, you must ma)e eye contact with them.
2. .s) them how their evening was and say good30ye.
(.+. If there are any complaints, retrieve a manager or supervisor immediately.
Server Procedures
Serving Procedures
Starting the Shift
+. -eport for wor) in the restaurant/conference facility at your scheduled starting time
in full uniform, clean and pressed with shined shoes, your name tag, two pens,
cor)screw and a smile.
2. #ign3in at your scheduled starting time.
4. 'ind out your station and your side3wor).
5. (o to your station and ma)e your ta0letops picture3perfect. 1hec) your silverware
for cleanliness, ma)e sure your salt and pepper sha)ers and sugar 0owls are clean
and full, your ashtrays are spar)ling clean, and, at 0rea)fast, chec) your 0utters,
creamers and flowers (where applica0le). Ma)e sure your ta0le and chairs are de3
crum0ed, clean, and in their proper place. Ma)e sure the ta0les do not sha)e. Ma)e
sure the floor in your station is perfectly clean.
". %a)e care of your side wor) completely. Inform your manager if any e;uipment is
not wor)ing or if you do not have enough time to finish. If you complete your side
wor) ahead of time, find someone who needs help and offer your assistance.
*. hen all your wor) is completed, stand near a service station with your station in
sight to watch when guests are seated.
Ta0le Approach
Brea$fast
3 .s soon as one of your ta0les has 0een seated, get a pot of coffee, a pitcher of orange
Fuice, and approach the ta0le within *, seconds with a #MI=$ and good eye contact.
B(ood morning, would you li)e some coffee and some freshly s;ueeEed orange
FuiceKD
3 If you are 0usy, say with a #MI=$, B(ood morning, I8ll 0e right with youD.
3 If you notice a party is sitting in someone else8s station without 0eing ac)nowledged,
say with a #MI=$, B(ood morning, someone will 0e right with youD.
4unch and &inner
3 .s soon as one of your ta0les has 0een seated, approach the ta0le within *, seconds
with a #MI=$ and good eye contact. &ave your chec) and pen ready and say, B(ood
afternoon, would you care for a 0everageKD
3 If you are 0usy, say with a #MI=$, B(ood afternoon, I8ll 0e right with youD.
3 If you notice a party is sitting in someone else8s station without 0eing ac)nowledged,
say with a #MI=$, B(ood afternoon, someone will 0e right with youD.

Ta$ing the Order
hen ta)ing and serving an order, the 0asic rule of eti;uette is to start to the right of the
host and move counter3cloc)wise around the ta0le. If the party is a couple, serve the
woman first. %he ta0les in the room have definite num0ers )now to every0ody. %he
chair or seats are mentally num0ered 0y the server, who with his 0ac) toward the
entrance, starts with a definite chair and num0ers counter3cloc)wise around the ta0le.
/lease explain any specials 0efore ta)ing the order.
Serving
7se these guidelines when serving each ta0leN
+. 1arefully loo) at the plate in the )itchen to ma)e sure that the order is complete and
that you don8t forget any special re;uests.
2. 6n your way to the ta0le, pic) up a tray stand.
4. -eminder, when handling plates, 0e sure that your fingers and thum0s are on the
edge of the plates. 7se a side towel if the plate is hot, and tell the guest it is hot.
5. -eminder, place the main food item on the plate directly in front of the guest.
". #erve the rest of the guests as ;uic)ly as possi0le.
*. -emove the plate lids (when applica0le) as you serve each guest. hen all guests
have 0een served, remove the plate lid tray and tray stand from the dining room.
#eneral 2ules for Ta0le Service
#erve hot foods hot, cold foods cold.
#erve everyone in the party the same course at the same time.
#erve all 0everages from the right, if possi0le.
#erve all food from the left, if possi0le.
#erve 0read and 0utter from the left, if possi0le.
/ass food from the left, if possi0le.
1lear ta0le from the right, if possi0le.
Cever reach in front of a guest or across one guest to serve another.
&old plates with four fingers under the plate and the edge of the plate tuc)ed into
the BRD formed 0y the index finger and thum0. Cever put the palm of your thum0 on
the plate edge.
%he proper way of putting down the plate is with the garnish away from the guest
(main course in front).
hen large serving dishes are used, present them from the left side, holding them
with the left hand and transferring the food with the right hand (serving for) and
serving spoon) onto the plate.
&andle glassware 0y the stem, silverware 0y the handle.
hen serving 0everages, always use a tray.
hen you use a tray, place heavy items in the centre for more 0alance.
%o lift large trays, 0end your )nees and lift the weight with your legs.
%o 0alance large trays, lift to your shoulder and let the tray rest on your shoulder and
palm of your hand. If the tray is still off 0alance, use your other hand to hold the
front part of the tray.
Cever lift glassware when pouring 0everages at the ta0le. $xception 3 you may lift
glassware if cover is hard to reach and there is a danger of accidents.
1ontinuously replace dirty ashtrays with clean ones (0y putting clean ashtray on
dirty one to avoid flying ashes).
1ontinuously refill water glasses (pouring ice water).
.lways )eep the ta0le neat 0y pic)ing up crac)er wrappers, excessive coc)tail
nap)ins, and stir stic)s. :us your ta0les constantly. $nsure each course, whether
food or drin), is cleared 0efore 0ringing the next.
Cever leave the dining room empty3handed.
The 3over
'or)s go the left with the tines facing upG )nives and spoons go to the right.
1utting edge of )nives face the plate.
%he silverware is grouped tightly centred with the plate and placed close together.
%he silverware is placed at exact right angles to the edge of the ta0le.
#ilverware should 0e 0etween S to +S inches from the ta0le edge.
%he water glass is directly a0ove the )nife which points to its centre.
hen a coffee cup is set, the top of the saucer should 0e in line with the top of the
spoon on the rightG the handle of the cup should 0e to the right and angled at 5
o8cloc).
Seating
.n efficient host/hostess )nows what seats are availa0le without having to as) the guest
to wait while he/she loo)s for a ta0le. %he host/hostess, when not engaged in greeting
and seating guests, should scan the dining room ;uic)ly to chec) on the availa0le ta0les,
the guests8 progress in dining, and whether a guest is in need of service. hen extra set3
ups and chairs are needed at a ta0le, have these changes 0een made 0efore ta)ing the
guests to the ta0le.
1ommon sense dictates where parties of guests should 0e placed in the dining room.
7tiliEe ta0les according to party siEe. =oud, noisy parties may 0e placed toward the 0ac)
of the dining room so they will not distur0 other guests. $lderly or handicapped persons
may wish to 0e near the entrance of the room so they don8t have to wal) too far. Young
couples li)e ;uiet corners and good views. Do not wal) too fastG otherwise you BloseD
your guests.
3learing Procedures
1learing is an integral, yet often neglected part of service. It is very important that you
follow exact clearing procedures and constantly chec) your station so ta0les always loo)
attractive and guests are not inconvenienced 0y soiled dishes.
%iming of clearing is very important.
1lear only when everyone at the ta0le has finished eating. It is impolite to clear dishes
from one person while others are still eating except when a guest indicates that he/she
would li)e to have his/her dishes removed 0efore others have finished.
Cormally, guests will indicate to you when they are through eating. %hey usually place
their )nife and for) across the plate.
Detailed proceduresN
.lways clear from the right, if possi0le.
7se tray in clearing glasses.
%ouch glasses only on the outside (never stic) your fingers inside glasses to lift or
carry them).
hen clearing china, you can use a tray.
-emove dirty dishes after each course.
-emove serving dishes as soon as they are empty.
-emove plates in order of siEe, from large to small (for stac)ing).
#tac) silver so )nife crosses under the for).
Cever stac) cups 3 handles should face inside.
hen loading a tray, put glasses on one side and china on the other side.
/ut tray on dish handling, rac) glasses.
3hec$ Settlement
If you are responsi0le for handling the guests8 chec) settlement, use the following
proceduresN
3ash
+. hen the guest places cash on the chec), 0ring the money and the chec) to the
cashier. If the property utiliEes server 0an)ing, process the transaction out of the
view of the guest.
2. /ut the change from the cashier in the folder (fan the dollars in order of
denomination and arrange the silver neatly on top of that).
4. -eturn the change to the guest and wish him/her a good day.
3redit 3ard
+. hen a guest places a credit card on the chec), ta)e the chec) and the credit card to
the credit card machine.
2. /rocess the transaction in the credit cad machine. /lace card 0ac) in 0ill folder along
with the copy of the guest chec) on the left side and the credit card machine receipts
on the right. Include a pen.
4. %a)e the 0ill folder to the ta0le. Indicate which the guest chec) is in case they need a
copy and which is the credit card machine 0ill. =et them )now the yellow copy is
theirs and the white is ours.
5. 1hec) the 0illfold to ensure the guest has signed and left a copy of the charge slip.
". 1ash out the 0ill in Management #ystem to the appropriate credit card and print two
copies of the closed 0ill. 1lose out the transaction in the credit card machine. #taple
the charge slip to closed copy of the 0ill and ta)e to the front des) as soon as
possi0le. @eep the other copy of the closed 0ill for your cash3outs.
2oom 3harge
+. hen a guest wants to charge the meal to his/her room, write the total of the chec)
in the 0ottom right hand corner of the chec). (ive the guest a pen and as) him/her
to sign it and print his/her name and room num0er on the guest chec).
2. .fter the guest has finished, chec) to see that the name and room num0er are legi0le.
4. hen the transaction is complete, than) the guest and wish him/her a good day or
evening. .t 0rea)fast, as) the guest if he/she will 0e chec)ing out after the meal.
5. 1lose the chec) in the management system. /rint two copies. #taple the signed copy
to one. %a)e it to the front des) immediately. @eep the other copy for your cash3out.
Ta0le Aanners
3learing and 3leaning Ta0les
hile you may 0e assisted 0y the utility person, it is your responsi0ility and part of your
tas) to clear and clean ta0les. /rompt ta0le 0ussing will allow us to serve significantly
more guests during a 0usy period.
+. #tart with ta0les closest to the entrance.
2. $fficiently and quietly stac) dishes in a tu0 or on a tray. #tac)ing each type of dish
on top of each other will ma)e it easier to unload and stac) at your wor) station.
4. /ut all silverware in the side 0in or in a porta0le 0in.
5. If the ashtray needs to 0e washed, remove it and replace it with a clean one.
". 1hec) the ta0lecloth. 1hange if torn, patched or dirty.
*. ipe the seats, again ma)ing sure to remove any food particles from the seat
surfaces.
<. 1hec) the floor underneath and around the ta0le and remove any items that may
have fallen from the ta0le (nap)ins, food or utensil wrappers, etc.).
Ta0le Set,up
+. :ring clean silverware and nap)ins to the ta0le. 1hec) the nap)ins for tears. /lace
them on the ta0le according to your manager8s instructions.
2. /lace clean coffee cups and/or water go0lets on the ta0le. Cow chec) to ma)e sure
that each seat at the ta0le has a complete set3up ()nife, for), spoon, nap)in, coffee
cup, water go0let, etc.).
4. .rrange each set3up carefully so that the ta0le appears clean and organiEed.
5. .lways ma)e sure that each ta0le has all the re;uired condiments (sugar, salt, and
pepper sha)ers, etc.).
&ining 2oom Appearance
.n important part of your Fo0 is maintaining the cleanliness of the dining room. . dirty
or sloppy dining room may ma)e our guests feel that the conference facility is
unsanitary. -emem0er, to pay close attention to the following areas so that our guests
will feel comforta0le dining with usN
+. :e aware of the condition of the entire room, not Fust the ta0le or areas that you are
wor)ing on.
2. /ic) up any trash that may have fallen to the floor.
4. @eep your eyes open 3 notice any ta0les or chairs that are out of place. .rrange the
ta0les neatly and place the chairs in the proper position.
Than$ing the #uest
%han)ing the guest for his/her patronage is our last attempt to ensure guest satisfaction.
=et the guest )now we appreciate his/her 0usiness and invite him/her to return 0y
simply saying, B%han) you for Foining us for dinner. I hope you8ll come 0ac) soonID
The ssentials of Food Service
The ssentials of Brea$fast Service
+. #reeting the #uest O .c)nowledge the guest immediatelyI
%he host/hostess must greet the guest immediately with a #MI=$ and a warm,
friendly greeting, saying, B(ood morningI elcome to the the -estaurantIID If there
is no host/hostess on duty, servers should pic) up this function.
1hec)ing the station chart, the host/hostess determines where to seat the guests and
records the num0er of guests on the ta0le in the station chart.
In some cases guests will have to wait for an availa0le ta0le. If the wait is any longer
than *, seconds, acknowledge the guests with a #MI=$, saying BI8ll 0e right with
you O than) you for waitingD.
2. Seating the #uest
%he host/hostess must show the guests to their ta0le 0y the most direct route.
/ic)ing up the correct num0er of menus, he/she will say, B-ight this wayD, or B'ollow
me, pleaseD. (If there is a 0rea)fast 0uffet, host/hostess will add, B%his is our
0rea)fast 0uffet that features eggs, freshly 0a)ed 0iscuits and many other good
thingsD. .t the ta0le, the host/hostess will extend the applica0le courtesies. /ull chair
out (for women) and after everyone is seated, had open menus to each guest
(children8s menu to children) saying, B$nFoy your 0rea)fastD.
4. %he host/hostess will then return ;uic)ly to the restaurant entrance collecting
menus along the way and chec)ing for empty ta0les that are properly set3up.
5. %he server will approach the ta0le with *, seconds with a pot of coffee and a pitcher
of orange Fuice and say with a #MI=$ and good eye contact, B(ood morningI ould
you care for some coffee and some freshly s;ueeEed orange FuiceKD
%he server will then pour coffee and Fuice to those who want it. If someone doesn8t
want coffee, suggest decaf or tea. If someone doesn8t want orange Fuice, suggest
another one of our different Fuices. S44F S44F S44F %hen the server will say,
B%han) you, I8ll 0e right 0ac) with your (0everages) and to ta)e your orderD.
3 If you cannot pour coffee and Fuice within *, seconds, say with a #MI=$, B(ood
morning, I8ll 0e right with youD.
3 If you notice that a party is sitting unac)nowledged in someone else8s station, say
with a #MI=$, B(ood morning, someone will 0e right with youD.
". %he server returns the coffee pot and orange Fuice pitcher to the service station,
refilling coffee cups along the way, then prepares the additional 0everages.
*. %he server returns to the ta0le to serve 0everages and to ta)e the guest8s order. %he
server will properly record the orders 0y using the correct a00reviations. hen a
guest hesitates, ma)e suggestions. hen a guest has finished ordering, ma)e
additional suggestions O suggest 0rea)fast meats or fresh fruit O S44F S44F
S44F 1arefully repeat the order 0ac) to the guests to ma)e sure you have recorded
everything accurately. 6nce the order has 0een ta)en, collect menus and deliver the
guest chec) immediately to the )itchen. .ll orders must 0e punched inI Do not
attempt to ta)e orders 0y memory.
<. %he server should next prepare any self serve items O including Danishes, cold
cereals and fruits O and serve them to the guests. -efill coffee or tea where necessary.
>. .s soon as the order is ready, the server will deliver it promptly to the guest. #erve all
food items from the left.
?. ithin 2 O 4 minutes the server must chec) 0ac) for guest satisfaction, and say,
BMay I 0ring you something elseKD
+,. hen everyone is finished, clear the dishes (from the right) from the ta0le. (7nless
someone specifically as)s to have his/her dishes cleared 0efore everyone is done.)
++. If nothing else is ordered, place the chec) on the ta0le face down, saying, B%han) you
very much. I will ta)e care of it for you when you are ready.D
+2. %hroughout the meal, servers must constantly wal) through their stations and thin)
of what they can do at each ta0le. %hey shouldN
a. -efill coffee, hot water and water.
0. 1hange ashtrays
c. 1lear dirty plates, glasses, silverware and paper.
d. &andle guest8s re;uests.
e. (reet new ta0les within *, seconds.
f. 1hec) on )itchen orders
g. 1lear and reset ta0les.
h. @eep the side stations stoc)ed.
i. Do a ta0le chec) *, seconds after the guest has tried their meal.
+4. %he server and host/hostess will than) the guests again as they are leaving.
The ssentials of 4unch Service
friendly greeting, saying, B(ood afternoonI elcome to Your -estaurantIID If there is
no host/hostess on duty, servers should pic) up this function.
than *, seconds, acknowledge the guests with a #MI=$, saying BI8ll 0e right with you
O than) you for waitingD.
me, pleaseD. (If there is a salad 0ar, host/hostess should explain the offerings
availa0le and the procedures involved if the guest chooses this option.
.t the ta0le, the host/hostess will extend the applica0le courtesies. /ull chair out (for
women) and after everyone is seated, hand open menus to each guest (children8s
menu to children) saying, B$nFoy your lunchD.
5. %he server will approach the ta0le with *, seconds and say with a #MI=$ and good
eye contact, B(ood afternoonI May I 0ring you a 0everage 0efore lunchK If someone
hesitates, ma)e a suggestion. If someone orders a $== drin), 7/ #$==. #uggest a
premium or %6/ li;uor (e.g. BITll have a scotch and water.D BMay I suggest
DewarTsKD) If someone does not want an alcoholic 0everage, suggest a co)e or iced
teas, 0ut suggest something O S44F S44F S44F
6nce everyone has ordered 0everages, recommend the lunch special for the day. :e
prepared to explain any item on the menu. %hen add, BI8ll 0e right 0ac) with your
drin)s and to ta)e your orderD.
3 If you cannot ta)e the 0everage order within *, seconds, say with a #MI=$,
B(ood afternoon, I8ll 0e with you in a minuteD.
with a #MI=$, B(ood afternoon, someone will 0e right with youD.
". Immediately order your drin)s and garnish them. #erve the drin)s 0eginning to the
right of the host and moving counter3cloc)wise around the ta0le. If the party is a
couple, serve the woman first.
*. %a)e the guest8s order. If there is a 0uffet, suggest the 0uffet or lunch special for the
day. If someone hesitates, ma)e suggestions. .fter the entrees are ordered, suggest
appetiEers or soups to go with the meal. S44F S44F S44F
1arefully repeat the order 0ac) to the guests to ma)e sure you have recorded
everything accurately. 6nce the order has 0een recorded, say B%han) youD8 collect
their menus and their extra place settings and return to the service station.
<. /unch order in immediately to the )itchen. .ll orders must 0e punched inI Do not
attempt to ta)e orders 0y memory.
>. hen the order is ready, the server will deliver it promptly to the guest. #erve all
food items from the left (if possi0le).
?. ithin 2 O 4 minutes the server must chec) 0ac) for guest satisfaction, and say,
+,. hen everyone is finished, clear the dishes (from the right) from the ta0le. (7nless
++. hen guests are finished, server will say, Bould you li)e to try our delicious hot
apple pie todayKD %ry a few different dessert suggestions and S44F S44F S44F
%hen add, Bould you li)e some coffee or teaKD
+2. /repare and serve the coffees and teas. %hen prepare and serve the desserts.
+4. .dd the coffees, teas and desserts to the guest chec).
+5. .s the guests are enFoying their desserts or if nothing else is ordered, place the chec)
on the ta0le face down, saying, B%han) you very much. I will ta)e care of it for you
when you are ready.D
+". .fter the guests leave, clear and reset the ta0le immediately.
+*. %hroughout the meal, servers must constantly wal) through their stations and thin)
a. @eep coc)tails, 0eer, wine and other 0everages refilled.
0. 1hange ashtrays
c. 1lear dirty plates, glasses, silverware and paper. -eset ta0les.
f. 1hec) on )itchen orders.
g. -efill coffee, hot water and water.
+<. %he server and host/hostess will than) the guests again as they are leaving.
The ssentials of &inner Service
friendly greeting, saying, B(ood eveningI elcome to Your -estaurantID If there is
no host/hostess on duty, servers should pic) up this function.
than *, seconds, acknowledge the guests with a #MI=$, saying BI8ll 0e right with you
O than) you for waitingD.
me, pleaseD. :e sure to point out any visi0le menu items, such as desserts or the
0uffet.
.t the ta0le, the host/hostess will extend the applica0le courtesies. /ull chair out (for
women) and after everyone is seated, had open menus to each guest (children8s
menu to children) saying, B$nFoy your dinnerD.
5. %he server will approach the ta0le with *, seconds and say with a #MI=$ and good
eye contact, B(ood afternoonI May I 0ring you a 0everage 0efore dinnerK If someone
hesitates, ma)e a suggestion. If someone orders a $== drin), 7/ #$==. #uggest a
premium or %6/ li;uor (e.g. BITll have a scotch and water.D BMay I suggest
DewarTsKD) If someone does not want an alcoholic 0everage, suggest a co)e or iced
teas, 0ut suggest something O S44F S44F S44F
6nce everyone has ordered 0everages, recommend the dinner special. :e prepared to
explain any item on the menu. %hen add, BI8ll 0e right 0ac) with your drin)s and to
ta)e your orderD.
3 If you cannot ta)e the 0everage order within *, seconds, say with a #MI=$,
B(ood evening, I8ll 0e with you in a minuteD.
with a #MI=$, B(ood evening, someone will 0e right with youD.
". Immediately order your drin)s and garnish them. #erve the drin)s 0eginning to the
right of the host and moving counter3cloc)wise around the ta0le. If the party is a
couple, serve the woman first.
*. %a)e the guest8s order O :egin to the right of the host and move counter3cloc)wise
around the ta0le. If the party is a couple, serve the woman first. #uggest the dinner
special for the day. hen the guests have ordered their entrees, suggest one of our
appetiEers, soups or small salads. #uggest additional 0everages. S44F S44F
S44F
<B 1arefully repeat the order 0ac) to the guests to ma)e sure you have recorded
everything accurately.
>. %han) the guests and collect their menus and their extra place settings remem0ering
the wine glasses.
?. Deliver the guest chec) immediately to the )itchen. .ll orders must 0e punched inI
Do not attempt to ta)e orders 0y memory.
+,. /repare and serve a 0as)et of rolls/0read with a rame)in of 0utter.
++. /repare and serve appetiEers and any additional 0everages.
+2. If a wine has 0een ordered, ta)e it to the ta0le and serve it correctly.
+4. 1lear dishes for the first course and chec) on the entrees.
+5. hen the entrees are ready, the server will deliver it promptly to the guest. #erve all
food items from the left (if possi0le).
+". ithin 2 O 4 minutes the server must chec) 0ac) for guest satisfaction, and say,
+*. hen everyone is finished, clear the dishes (from the right) from the ta0le. (7nless
#uggest dessert. %ry a few dessert suggestions O S44F S44F S44F %hen add,
Bould you li)e some coffee or teaKD %a)e care of any re;uests and add any
additional orders to the guest chec).
+<. /repare and serve the coffees and teas. %hen prepare and serve the desserts.
+>. .gain, chec) 0ac) for guest satisfaction saying, BMay I 0ring you something elseKD If
guests are finished, place the chec) on the ta0le face down, saying, B%han) you very
much. I will ta)e care of that for you whenever you are ready.D
+?. #ettle the guests8 chec) and than) them again.
2,..fter the guests leave, clear and reset the ta0le immediately.
2+. %he server and host/hostess will than) the guests again as they are leaving.
22. %hroughout the meal, servers must constantly wal) through their stations and thin)
a. @eep coc)tails, 0eer, wine and other 0everages refilled..
0. 1hange ashtrays
c. 1lear dirty plates, glasses, silverware and paper. -eset ta0les.
f. 1hec) on )itchen orders.
g. -efill coffee, hot water and water.
The ssentials of 2oom Service
(uests eat in their room 0ecause they do not want to eat in the pu0lic dining room. %hey
are too tired, travelling alone, or too harried to face the pu0lic. %hese people appreciate
efficiency and are extremely intolerant of incorrect orders.
2oom Service
1old food is placed on the ta0le O hot food in food warmer.
Proper Set,up O &ave your ta0le or tray properly set3up with all necessary utensils.
Don8t forget sugar, cream for coffee, lemon for tea, vase with carnation, and proper
condiments (salt and pepper).
In this department, it is especially important that you do not forget anything.
&eliver' O .lways push ta0les, except entering or leaving elevators or going over door
steps, in which case you pull a ta0le. @noc) firmly on the door and announce yourself as
-66M #$-RI1$. 7se guest8s name with appropriate time of day (i.e., (ood morning
Mr. AonesD).
Service in 2oom
Tra' Service O /lace tray on ta0le and position chair. Ma)e sure the tray is set in such
a way that the guest does not face a wall, i.e., facing %.R. if guest is watching it or facing
window if room has a view.
Ta0le Service O /ull ta0le into room and place it where guest desires (or where there is
enough room). :e sure to position the ta0le in such a way that the guest is permitted a
view.
3 /our coffee, 0eer, wine, etc.
3 /lace ashtray from dresser on ta0le if you o0serve guest smo)ing.
3 .ssist guest in any other way he/she may desire (i.e. serve dressing, etc.).
3 /resent chec)
3 %han) guest.
3 Inform guest a0out removal of tray.
3 ish guest a pleasant day (evening).
3 &ave guest sign chec)
Beverage Service for 4ounge Area
Service of &rin$s
Drin) service has to 0e speedy and efficient. %he server should chec) on repeat
rounds at the appropriate time.
.ll drin) service is from the right.
:end your )nees, not your 0ac), when putting down the drin).
@neel on one )nee if ta0le is very low.
/rovide coc)tail nap)ins (right side up, writing facing guest) for all drin)s.
/ut chec) on ta0le after every round (upside down).
1lean ashtrays when necessary.
1lear empty glasses and 0ottles constantly.
Special Service
:eer 3 'ill glass half full and let the guest pour the rest of the 0eer.
ine 0y carafe 3 wine 0y carafe does not have to 0e taste tested.
7seful terms for descri0ing winesN
Gualities)
(eneral 1haracter -o0ust, well30uild, full, fleshy, velvety, clean, well3)nit, dainty,
rugged.
1olour #umptuous, ru0y, am0er3coloured, clear, lively, 0rilliant.
'lavour and #trength =ively, no0le, massive, full, heady, stout, ro0ust.
#ugar 1ontent Dry, sweet, mellow, li;uorice.
:ou;uet 'ruity, fine, scented
Serving Wine
#ince wine is gaining in popularity and it is a widely accepted practice today to order
wine with meals, it is important you 0e completely familiar with wine service
procedures.
(B Storage 3 #tore red wine in storage 0ins and white wine in refrigerated storage
0oxes in a horiEontal position to )eep cor)s moist.
Proper Storage Temperatures
-ed ines ""U to *, U hite ines 5* U to "5 U
+B #eneral 2ules of Service
.lways open 0ottle in front of guest.
.lways present wine to host for approval.
.lways let host taste test wine.
Cever distur0 wine, especially red wine (always handle wine carefully).
hen pouring wine, 0ottle should never touch glass.
'ill white wine glasses 2/4G red wine glasses VG oversiEed glasses a0out +/4.
5B Actual Service of 2ed Wine
Service Steps
1arry red wine to the ta0le.
/resent wine to host from right side, showing the la0el with a slight turning
motion of the 0ottle.
1ut lead foil with )nife of cor)screw at top of extension of nec).
ipe nec) and lip of 0ottle with nap)in.
/lace cor)screw in centre of cor) and turn cloc)wise until tip almost reaches
0ottom of cor). 'rench red wines usually have a longer cor).
/lace lever on lip of 0ottle and hold in place with left hand.
Cow grasp cor)screw and cor) and remove with gentle sideways motion.
ipe nec) and lip of 0ottle again with nap)in.
-emove cor) from cor)screw and present it to guest.
'old up cor)screw and put it in your poc)et
/our taste test for host and wait for his/her approval. Do not touch the rim of the
wine glass with the wine 0ottle.
7pon host8s approval, serve wine to all guests moving counter3cloc)wise around
the ta0le and finishing with the host.
hen pouring ma)e a one ;uarter counter3cloc)wise turn with the 0ottle to avoid
dripping.
1B Actual Service of White Wine
hite wine is served chilled (a0out 5"U to "5 U). hen serving white wine, place in
an ice 0uc)et filled with ice and water which is positioned close to the host. hen
presenting and pouring the wine, it is removed from the ice 0uc)et.
Service Steps
/resent wine 0y letting it rest in left hand (nap)in) and hold nec) of 0ottle with
right hand, showing the la0el with a slight turning motion of the 0ottle.
/lace in wine 0uc)et and proceed to open 0ottle li)e red wine.
6ffer taste test to host and wait for his approval.
/our wine in prescri0ed manner and se;uence.
hen holding wine, let la0el show.
:B Actual Service of 2osH Wine
#ame as white wines.
=B Actual Service of 3hampagne
1hampagne has always 0een a festive wine and one of the most expensive of ;uality
wines. %oasts are traditionally made with champagne, so it is generally a part of
occasions such as weddings, receptions, and formal 0an;uets. 1hampagne coc)tails
are also very popular, especially with the women.
1hampagne is served chilled and is )ept in a wine 0uc)et at the host8s side.
Service Steps
/resent li)e white wine.
/roceed to open 0y removing aluminium foil and wire.
&old 0ottle in right hand and nec) and cor) in left hand (with nap)in).
#lowly twist 0ottle, not cor).
Cever point the 0ottle at person.
#lowly remove cor), ma)ing sure not to pop it off.
&old 0ottle at a 5"U angle to prevent from spilling (this allows the gasses to
escape without pushing out the li;uid).
6ffer taste test to host and wait for his/her approval.
Move counter3cloc)wise around the ta0le and finish with the host.
/artially fill the glass on the first pour, wait for the 0u00les to su0side, and then
pour again until the glass is 2/4 full.
&rin$ Procedure
Ordering
%o order a drin) from the 0ar, you must punch it in on Management #ystem. %he
0artender (when on duty) will ma)e it and put it on the 0ar. %he server will then pic) up
their drin), tear the chit (so the 0artender does not ma)e it again).
To 2e,order
'ollow the previous procedure.
Bartender
Bartenders 3hec$list
Bar Opening
H Ice :ars
H (et Fuices ready O cran0erry, clamato, orange Fuice, lime 0ar mix, mil), ice water.
$nsure there is sufficient 0ac) up product on hand.
H %urn on 1,2 canisters
H 1hec) soft drin) canisters O 0leed lines. $nsure 0ac)up canisters are handy.
H #lice sufficient amount of fruit garnishes
H #toc) straws, coc)tail nap)ins, glassware
H Rerify cash float
H #ufficient amount of note paper, pens, credit card slips, date set on credit card
imprinter
H :ar menus/wine lists on hand
H -e;uired supplies with in reach O cor)screw, 0eer 0ottle opener, lined shot glass,
sha)ers for coc)tails
H .fter manager has given you li;uor, all 0ottles should have accu pours or free pour
spouts on them ()eep original caps)
H 1lean 0ar towels on hand
H 1aesar supplies ready for use
Bar Closing
H #toc) coolers (all rows full)
H al) in cooler should 0e left organiEed, 0eer cases full and sorted into the following
categoriesN domestic 0rands, premium 0rands 9 imported (partial cases left on top)
H .ccu pours 9 free pour spouts removed from 0ottles and washed, caps replaced
H $mpty ice sin)
H $mpty pails under 0ars
H #oa) fountain guns
H Auices should 0e returned to wal)3in cooler, covered with plastic wrap and dated
H -efunda0le 0ottles put in receiving area
H -ecycla0le items 0rought to )itchen (wine 0ottles, coolers, Fuice 0ottles, etc)
H $mpty gar0age cans
H -estoc) glassware
H ipe down 0ars
H #weep 9 Mop floor
H $mpty soft drin) canisters 0rought to receiving area
H %urn 1,2 canisters off
H #oiled linens 0rought to )itchen
Practices of a #ood Bartender
In order to 0e a good 0artender, it ta)es more than Fust having the proper supplies 9
e;uipment on hand. %o 0e successful the 0artender must do more than Fust prepare
drin)s. :elow are some of the main ingredients to help and guide you.
H 1ourtesy 9 friendliness. hen a customer approaches the 0ar they should 0e made
welcome, and what 0etter way to do this then 0eing greeted 0y a smiling and
pleasant 0artender.
H .void involving yourself in customer conversations unless addressed to do so
H You should develop a memory for faces and their favorite drin)s. /eople li)e to 0e
remem0ered and it gives a sense of 0elonging.
H #hould guests complain, don8t lose your cool. -emem0er that without happy guests
we have no guests. You are here to serve them.
H .lways )eep 0usy when tending the 0ar. %he 0ar should always 0e neat 9 tidy. Co
clustering of people 0ehind the 0ar chatting.
H Ma)e sure everything has a place where it 0elongs. .nd put it there after each use.
H #hould you feel a customer has had too much to drin) you should cut this person off.
-eport this information to your co3wor)ers and manager. .pply procedures learned
through the #mart #erve program.
H -emem0er you are Tpouring for profit8. (ood 0artending, ma)ing drin)s correctly,
not over pouring (0y measuring), 0eing cost effective in general results in reasona0ly
priced 0everages for the customer and profit for the esta0lishment.
H .dhere to the recipes and ;uantities prescri0ed 0y management.
H Ma)e sure you are aware of the T&ouse /olicies8 for alcohol service
%our "otel "ouse Polic' for Alcohol Service
H 7nless a person is nota0ly over the age of +?, proper photo I.D. is re;uired.
H /hoto I.D. is re;uired for ta0le (wine) service as well as 0ar service.
H If a person is nota0ly intoxicated, you have the full right to deny any person alcohol
service.
H If someone is cut off, notify co3wor)ers 9 manager.
H If guest 0ecomes irritated, avoid all conflict and advise the manager who can ta)e
over the situation.
H . guest who has 0een cut off may at our discretion stay in the 0an;uet room
provided they follow our demand of consuming no more alcoholic 0everages.
H If they continue to consume alcohol they may 0e eFected from the :allroom. %his
should 0e done 0y a manager in a professional manner.
H .lcohol is not permitted to 0e 0rought in from another source (i.e. (uestroom). e
reserve the right to confiscate any alcohol not purchased through a contracted Your
&otel 0ar. e reserve the right to deny entry to repeat offenders.
H .lcohol is permitted only in licensed areas. .ny open alcohol travelling through the
hotel will 0e confiscated.
H If our guest should ever reach the stage of intoxication, it is our responsi0ility to
ensure they get to their destination safely.
H .ll Your &otel 1atering department staff O servers, porters 9 0artenders M7#% have
their #mart #erve certification.
Selling
Salesmanship
aiting on ta0les in a restaurant does not mean that you are Fust an Border ta)erD 3
recording what people would li)e to eat on a chec) and then serving it to them. :eing a
server also entails ma)ing enticing suggestions to go along with guests8 orders and
suggesting menu items to undecided guests. %his ma)es you a BsalespersonD as well, and
that8s where the exciting and rewarding part of your Fo0 comes into play. You are
actually in the position to affect the amount of tips you earn every day.
#uest 3hec$
Q+,.,, /er /erson Q+5.,, /er /erson
1hec) .verage x 4, people per day Q 4,, 1hec) .verage x 4, people per day Q 52,
W %otal sales/day x " days per wee) Q +,",, W %otal sales/day x " days per wee) Q 2,+,,
W %otal sales/wee) x ", wor) w)s/year Q<",,,, W %otal sales/wee) x ", wor) w)s/year Q+,",,,,
W %otal sls/year x +"J average gratuity Q++,2", W %otal sls/year x +"J average gratuity Q +",<",
Suggestive Selling
XN &ow do I get my guests to order more food and to spend more moneyK
.N :y Bsuggestive sellingD 3 giving the guest suggestions for what to order.
XN &ow do you )now what to suggestK
.N :y understanding your menu completely.
Brea$fast O #uggest fresh fruit to go with the meal, 0rea)fast meats, pastries and
interesting speciality items they might not see anywhere else.
4unch O #uggest appetiEers to split 0efore lunch, coc)tails or wine 0efore lunch,
soups, salads and desserts.
&inner O #uggest appetiEers, soup, salad, dessert, after dinner drin)s and li;ueurs.
XN hen do you ma)e these suggestionsK
.N .t every possible moment.
%he following scenes will demonstrateN +. ,hat to suggestG 2. ,hen to suggest
throughout the course of the guest8s 0rea)fast and lunch.
# W #erver ( W (uest
Brea$fast
#N (ood morning, sir. May I ta)e your 0rea)fast order and may I tell you a0out our
great panca)e 0rea)fastK
(N Co, I8m not in the mood for panca)es, than) youG 0ut I8d li)e some eggs.
#N &ow would you li)e them coo)edK
(N 6ver easy.
#N Y ould you care for an order of our country ham or sausage pattiesK
(N %he ham.
#N Y 6)ay, and would you li)e to start with some fresh fruitK . half of a grapefruitK
(N Co than)s.
#N Y May0e some straw0erries and cream, or some honeydew melonK
(N I guess I8ll have the honeydew.
#N %han) youN I8ll 0e right 0ac) with your melon.
%he Y indicates each time the server finds an opportunity to suggest something.
Cotice that the first thing the server suggested was the panca)e 0rea)fast. %he guest
clearly wasn8t interested and started to order his eggs. %he server immediately suggested
a 0rea)fast meat since it8s a natural accompaniment with eggs and an easy item to sell O
and it wor)ed. 'ruit, on the other hand is something that people don8t often consider
right away. Cotice that the server tried once and was turned down, then tried again.
Don8t get discouraged with a BnoD answer O try something else.
4unch or &inner
%he server approaches the ta0le with a 0ig smile and good eye contact.
#N (ood afternoon, ladies. ould you li)e a drin) from the 0arK
(N 7m!.
#N Y &ow a0out a glass of 6ntario wine or a wine spritEerK
(+N Yes, I8d li)e a glass of wine.
#N Rery good, and you Ma8amK
(2N 6h, no than) you.
#N Y &ow a0out a /errier or a glass of our freshly 0rewed iced teaK
(2N ell, I guess I8ll have a /errier.
#N %han) you. I8ll 0e right 0ac) with your drin)s.
#N .re you ready to order lunchK
(+N Yes, I8d li)e the tropical fruit plate.
#N Y $xcellent choice. ould you li)e to start with some of our clam chowder O it8s Fust
delicious O very creamy with pieces of clam.
(+N Cow that you mention it, I8d love it.
#N (reat, and you ma8amK
(2N I can8t decide which of these sandwiches I8d li)e O I8m pretty hungry
#N Y 6ur chic)en salad sandwich is very good!
(2N I don8t really li)e chic)en salad!
#N Y ell, our shaved 0eef with stilton cheese is delicious and pro0a0ly our 0est3seller.
It8s chef prepared roast 0eef with stilton cheese on sourdough 0read, grilled to
perfection, and served with seasoned fried onions and fries.
(2N %hat sounds delicious. I will have it with the salad.
#N Y Rery good. Bould you li)e some soup to start with some of our vegeta0le soupK
(2N Co than) you.
#N Y /erhaps you8d li)e to try our tossed salad. It8s an assortment of fresh mixed
greens garnished with onions and tomatoes served with the dressing of your
choice.
(2N %hat sounds delicious.
#N (reat, your salad and sandwich will 0e ready in a few minutes.
%he Y indicates each time the server finds an opportunity to suggest something.
Cotice that 0efore their meal, the women hesitated 0efore ordering drin)s. %he server
immediately suggested some wine which is very popular now and is a BsafeD thing to
suggest. hen the second lady didn8t want wine, the server come up with other
suggestions that sounded enticing and she ordered a /errier. .gain, never get
discouraged. If at first you don8t succeed, try something else.
During the order, the first woman )new exactly what she wanted and ordered it. %hat
may have 0een the end of the sale, 0ut the server too) a chance and suggested a soup
using a tempting description, and the lady got sold on something she hadn8t considered.
%he second lay was undecided so the server immediately suggested a chic)en salad
sandwich. %his didn8t wor) so she tried a second suggestion, descri0ing the 0eef and
stilton sandwich in detail, using a catchy phrase Bour 0est3sellerD and sold it. .gain, the
server tried for another soup sale 0ut this time she was turned down. #he tried again
with an appetiEer that she thought would go nicely with the salad and it wor)ed.
You can see from the two previous orders, that the way to sell menu items is to suggest
things, all )inds of things, and the 0est time to do it is everywhere you can.
2eading %our #uests
%he next important factor is to 0e a0le to BreadD your guests correctly. .ll people won8t
respond to the exact same type of suggestions and sales techni;ues. #o, upon greeting
your guests, you need to siEe them up to determine what approach will wor) the 0est on
them. Your guests will pro0a0ly fit into one of the following categories. #uggestions for
how to BsellD to each different situation are listed 0elowN
IIn and Out as Guic$l' as Possi0le atersJ
Don8t shy away from these people. #uggest items from the cold pantry that you )now are
;uic)ly made, 0ut don8t stop there. You can also suggest soups and fast appetiEers.
I4eisurel' atersJ
#ell as many courses as possi0le. 6ne or two coc)tails 0efore the meal! appetiEers for
sure, soup or salad, then their entrMe and definitely dessert and coffee.
IBoo$*orms and Business Aeeting atersJ
Do all of your suggesting at the time the order is ta)en and give good ;uiet service.
IFriendl',T'pe atersJ
/eople who enFoy tal)ing with you are an easy touch for all the little BextraD sales. #pend
a lot of time explaining menu items in great detail and sell them interesting coc)tails,
suggest that they share an appetiEer, have them try things they never had 0efore, and
then suggest dessert.
I3ost 3onscious atersJ
#uggest the lower priced entrees, salads, and sandwiches. Cext, suggest that they split
an appetiEer or some soup. 'inally, suggest that they split a dessert. Don8t get
discouraged O the fact that they are in your restaurant indicates they will spend
money.
IPrice Insensitive atersJ
(o for itI 7p sell at every opportunity O all you have to do is ma)e the suggestions.
hen they order coc)tails, suggest the higher priced li;uors for their drin)s. Descri0e
and suggest menu items at the higher prices, especially the entrees. #uggest appetiEers
and desserts and after lunch drin)s.
IKno* What The' Want atersJ
.ttempt to 0uild on to their orders while they give them to you. #uggest items that
would go along with what they order O don8t give up O )eep trying until they 0uy.
IKeed Some #uidance atersJ
.s) first if they want a light meal or su0stantial meal. (ive personal recommendations
and tell them what is Bmost popularD, what our B0est3sellersD are, and encourage them to
try our appetiEers and desserts.
ISingle AenJ
%hey usually are 0usinessmen on expense accounts and are insensitive to prices. You
can usually get them to 0uy our higher priced items if they are given good consideration.
%hey are in a hurry most of the time.
ISingle WomenJ
hen eating alone, women usually want to order inexpensively. (o for the entrMe salads
and a cup of soup or a croissant sandwich and a house salad.
I3ouplesJ
.fter entrees are ordered, encourage splitting appetiEers and desserts. (o for the 0ottle
of wine sales.
I#roup of AenJ
#tay on top of their drin)s. 7p sell 0y offering premium 0rands and )eep selling
BroundsD of drin)s. %o start with, they usually will 0e interested in appetiEers O finger
food that can 0e shared. %hey are usually insensitive to prices and are easy to sell with
good descriptions. (o for the full course meals and higher priced items.
I#roup of WomenJ
omen usually drin) wine, spritEers, or something different. (roups of women are cost
conscious and diet conscious. %hey li)e to split sandwiches and salads and can 0e easily
persuaded into sharing a plate of appetiEers or a dessert.
IFamiliesJ
Most families usually are loo)ing for economical 0uys. @ids li)e ham0urgers, fried
chic)en and grilled cheese. /ay attention to small children O )eep them 0usy with
crac)ers O their parents will appreciate it. You can sell desserts or at least ice cream to
most families.
IForeignersJ
Most foreigners are in the ha0it of drin)ing wine or 0eer with their meals and so they8re
easy to sell. Many times they li)e to try B1anadian foodsD, particularly our 0eef. 'ind
someone in the group with the 0est $nglish and us simple )ey words li)e Bham0urgerD,
Bstea)D, Bstea) sandwichD and BsoupD. . lot of foreigners enFoy a large meal at lunch3
time so full course meals are also easy to sell. Don8t misinterpret their ina0ility to
communicate as 0eing rude or impolite. %hey simply don8t )now the language. :e
patient, act things out, and have fun with them. %here is no need for any long and drawn
out descriptions.
Phrases That IS44J
%he final )ey to successful suggestive sales is phrasing your suggestions so that they
Bhoo)D people into 0uying. :elow are a few examples that have proven successful. @eep
these in mind while you are wor)ing and constantly add ideas that wor) for you to this
list.
Dp Sell
(N I8ll have a scotch on the roc)s.
#N ould you li)e that made with 1hivas or (lenlivetK
(N I8ll have a glass of white wine.
#N ould you li)e to try our Mondavi 1hardonnayK
4ocal Specialities
(N 7m...I8m not sure yet.
#N ell, I recommend that you try one of our truly 1anadian specialities...our
We9re Famous for It
(N Is you char3grilled 0urger any goodK
#N 6ur 0urgers are outstanding. You can add up to six different toppings at no extra cost.
#ive T*o Suggestions
#N ould you li)e to start with an appetiEer, may0e a 0as)et of our fried cheese, or a
plate of chic)en fingersK
Share
(N Co, than) youG we8re full.
#N I 0et you couldn8t resist our fudge ca)e with ice cream and hot fudgeI hy don8t I
0ring you Fust one with four for)s and you can all share itK
While %ou9re Waiting
#N ould you li)e to start with an order of deep3fried vegeta0les or some soup while
you8re waiting for your sandwichesK
Best Seller
(N hich sandwich would you recommendK
#N ell, if you8re hungry, I have a great suggestion, our clu0 sandwich. It8s tur)ey,
0acon, lettuce and tomato on toasted 0read. It is definitely our B0est3sellerD and it8s
very good.
Planting Ideas
#N hile you8re loo)ing over the menu, you might notice the appetiEers. 6ur clam
chowder is a perfect thing to start with and our fried cheese is also very nice.
#N $nFoy your meal and don8t forget to save room for dessert.
nticing &escriptions
(N 1ould you tell me a0out this roast 0eef and stilton sandwichK
#N It8s chef prepared roast 0eef with stilton cheese on sourdough 0read, grilled to
perfection and served with seasoned fried onions and fries.
Personal Testimonials
#N e tasted everything on the menu when we first opened and the 0ar0ecued chic)en
wings are incredi0le. %hey8re the 0est I8ve ever had. I even as)ed for the recipe.
/he following techniques do not work0
.pproaching the ta0le laEily with no enthusiasm and ma)ing no eye contact.
#N Did you want and dessertsK
#N .ppetiEersK
(N hat would you recommendK
#N I don8t )nowG I never tasted anything.
(N .re the soups any goodK
#N I don8t really li)e them.
(N hat do you suggestK
#N . sandwich or a ham0urger or some fish.
(N hat8s on the seafood harvestK
#N #ome hun)s of fish...and some vegeta0les li)e an onion...and it8s deep3fried O they say.
(N I heard you have great pastries.
#N %hey8re o)ay.
3onclusion
#ince selling is a )ey part of your Fo0 responsi0ilities, you need to use the techni;ues
we8ve mentioned and constantly wor) at improving your sales. -emem0er these
guidelinesN
3 #uggesting is the )ey.
3 BreadD your guests to determine appropriate suggestions.
3 /hrase suggestions to Bhoo)D people.
Most of all, enFoy what you8re doing and S44F S44F S44F
Selling Tools
Aenus
Menus are the most important selling tool in a restaurant. %he menu gives the guest an
opportunity to Fudge the ;uality and capa0ility of the restaurant, the )itchen and 0ar, as
well as allowing them to select food and 0everage items according to their taste and
poc)et0oo).
Food Aenus
$xplanation of itemsN
In order to 0e a0le to perform your duties and give the guest information a0out food,
you will have to 0e a0le to explain various items 0yN
3 /reparation Method O @now the preparation method. You will have to answer
;uestions concerning certain menu items. If you don8t )now your menu, the guest8s
impression of the restaurant will not 0e very good.
3 Ingredients O @now what ingredients are in menu items.
3 /reparation %ime O @now preparation time for all menu items.
Other Selling Tools
/able /ents are used fre;uently to promote special food and/or 0everage items or
special occasions (i.e. holidays).
"ood and +everage 1isplays such as hors d8oeuvres carts, dessert carts, martini carts,
etc. are very effective sales tools, permitting the guest to ma)e his/her selection visually
and maximiEing sales and profits for the operation and for you.
Selling Words
%he following descriptive words should aid you in achieving interesting suggestive
selling phrases that help you sellN
Fruits 6egeta0les Aeats Breads Auffins 3a$e 2olls
-ipe #ucculent /rime =ight &ot Moist 1rusty
%ree ripened %ender 1hoice 'reshly 0a)ed &ome 0a)ed 'luffy &ard
Rine ripened 1risp %hic) (olden 0rown 1ountry -ich #oft
#weet hite %ender &ome 0a)ed =ight 'ruited
Auicy (olden Auicy
/lump &ot -are, medium
1hilled :utter flavouredYoung
#ome description of source or styleN
BRirginiaD or B(eorgiaD peaches B1aliforniaD grapefruit
BIdahoD potatoes BRirginiaD ham
BCew Yor) 1utD stea) B:oston or Cew $nglandD seafood
BCew 6rleansD 1reole B%exas or esternD clu0
%o descri0e preparation methodsN
:a)ed :oiled :raised #tewed -oasted 'ried
4i-uor Salesmanship
hen people go out for lunch (or coc)tails), it is usually a special treat for a group of
friends, or it is a 0usiness meeting. (iven these circumstances, it is easy to BsellD the
extras that go along with their meal if they are approached in the right way. &ere are five
techni;ues to maximiEe your li;uor salesN
+. 'irst of all, the approach to the ta0le is of utmost importance. If you get to the ta0le
loo)ing 0ored, avoiding eye contact, and mum0ling, you pro0a0ly could not get them
to 0uy a free vacation for two to the 1ari00ean.
Your initial greeting must 0e enthusiastic, using good eye contact, and you must
spea) clearly. You will certainly get their attention that way and actually spar) their
interest in B0uyingD something
2. #econd, the way you phrase your initial ;uestions is often a )ey to more sales.
Deliver ;uestions that ma)e people think and put ideas into their heads. %his wor)s
0etter than delivering a ;uestion that elicits a simple yes or no answer.
Opening 4ine xamples)
BhatD ;uestions ma)e people thin).
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Bhat would you li)e to drin) from the 0arKD
Bhat can I 0ring you from the 0arKD
%hese ;uestions elicit a ;uic) yes or no answer, which does not ma)e people thin)N
Bould you li)e a 0everage to drin)KD
Bere you thin)ing of having a 0everage todayKD
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4. %hird, when people hesitate, it8s your cue to give them enticing suggestions, and the
way that you suggest an item is almost as important as the suggestion itself. 6ne way
is to give a description of an item so colourfully that the guest can almost taste it.
#ood Suggestions
3olourful &escription xamples)
B6ur :loody Mary is terrific. %hey8re hot and spicy with a touch of horseradish and
are served with a crunch celery stic). ould you li)e to try oneKD
B1ould I suggest one of our 'roEen 'ruit Dai;uirisK %hey8re icy, fruity, and refreshing
and come in 4 flavours O #traw0erry, :anana and /each.D
.nother techni;ue is to give two choices from the moment they hesitate.
T*o 3hoice xamples)
Bould you care for a :loody Mary or a glass of 6ntario wineKD
Bould you care for 1oors or 1oors =iteKD
If your guests do not care for a drin) or drin) li;uor at all, it is your cue to come up
with some good ;uic) non3alcoholic suggestions.
Kon,Alcoholic xamples)
Bould you care for a /errier or a glass of our freshly 0rewed ice teaKD
B&ow a0out some coffee or teaKD
5. 'ourth, Bup sellingD is an easy way to get a high sale. It is necessary to )now our
li;uor list thoroughly so that when a guest orders a drin), you can offer a higher
priced li;uor in the drin).
Dp Selling xamples)
Bould you li)e (in and %onic made with :om0ay or %an;uerayKD
BDid you want your :loody Mary made with #mirnoffKD
". =ast, once you have sold the drin), you have automatically sold a second drin) if you
stay on top of things. 6nce the drin) is o empty (when the drin) is down to the ice),
it is your cue to sell the second drin).
Second &rin$ Sales)
BMay I 0ring you another (name of drin))KD If more than one guest is drin)ing, go for
the BroundDI
BMay I 0ring another roundKD
@eep these techni;ues in mind and use them with each one of your guests. Your li;uor
sales will increase li)e magicI
The Ten 3ommandments of #ood Business in the "otel
T+e 'ues is H"!!y ,+en you "re H"!!y. T+in- Abou I.
+. The #uest is the most important person in the hotel.
2. The #uest is not dependent on us. e are dependent upon the guest.
4. The #uest is not an interruption of our wor). %he guest is the purpose of it.
5. The #uest does a favour when they call. e are not doing him/her a favour 0y
serving them.
". The #uest is part of our 0usiness, not an outsider.
*. The #uest is not a cold statistic. %hey are a flesh3and30lood human 0eing with
feelings and emotions li)e ours.
<. The #uest is not someone to argue, or match wits with.
>. The #uest 0rings us his wants. It is our Fo0 to fill those wants.
?. The #uest is deserving of the most courteous and attentive treatment we can give
them.
+,. The #uest is the life30lood of this hotel.
You -no* i #"-es sense.
:: Wa's to lose a tip
+. (rouchy greetings or none at all.
2. =etting ladies seat themselves.
4. 'orgetting to assist with coats.
5. Improperly set ta0les.
". $mpty salt and pepper sha)ers.
*. (uest having to as) for silverware.
<. #ervice from the wrong side.
>. -eaching in front of guests.
?. Cot sayingN pardon me, sir or madam.
+,. Dirty or 0ent silverware.
++. 1hipped glasses or china.
+2. 1offee spilled in saucer.
+4. 'inger mar)s on plates or glasses.
+5. 1arrying side towel or nap)in under your arm.
+". %ouching mouth or nose with fingers.
+*. :eing too familiar.
+<. aiters in groups.
+>. =oud tal)ing or arguments.
+?. 1lattering of dishes.
2,. =ittered floors.
2+. 'orgetting items (sauces on sides).
22. ine glasses too full.
24. :read crum0s on chairs or 0enches.
25. Co 0read or 0utter.
2". Dirty ashtrays.
2*. aiters standing with their arms folded.
2<. %hum0 in soup.
2>. &oles or stains in the linen.
2?. Cot giving the guest a new nap)in when his drops on the floor.
4,. -ushing when the guest in not in a hurry.
4+. 'orgetting special instructions (ex. no vegeta0les)
42. 'orgetting guests order.
44. Cot presenting the dessert menu.
45. 1old plates for hot food.
4". &ot plates for cold food.
4*. #craping 0read crum0s on to floor.
4<. #pilling things on the ta0le.
4>. %ouching the silverware, foods, with 0are hands.
4?. -emoving plates 0efore all are finished.
5,. Cot removing plates when all are finished.
5+. Dirty side stands (service stations).
52. Ignoring guest on another waiters section when they are calling.
54. .s)ing the guest to pay chec) so that the waiter can go home.
55. Ma)ing guest wait for chec).
5". /lacing chec) on ta0le without the 0ill folded.
5*. Cot than)ing the guests.
5<. Xuestioning the siEe of your tip.
5>. 'orgetting to assist guest when leaving.
5?. 1ounting tips in the dining room.
",. #loppy uniform and shoes.
"2. Dirty fingernails and hands.
"4. :ody odours. :ad 0reath.
"5. 7ncom0ed hair and no shave.
"". /"s...bu #os i#!or"n of "ll...+e *"y o e#!y " $inin) roo#(
Kot Smiling
Yes you have a tough Fo0. :ut remem0er, it is also your livelihood and income.
The Kitchen
The Kitchen 2outine
&ail' Tas$s
3 #ign out )eys at the front des)
3 %urn on needed e;uipment
3 (o through the days functions
3 #tart prepping for todayLs functions and next day
3 Delegate wor) orders to proper staff
3 or) cleanly and efficiently
3 Deal with suppliers (Mondays)
3 /lace orders if any
3 -eceive stoc), chec) invoices, sign invoice
3 /ut stoc) away in their proper places
3 1hec) all e;uipment. Ma)e sure they are turned off 0efore going home.
3 :efore going home chec) the following days functions
3 =oc) up (ma)e sure 0ac) )itchen door is loc)ed) and sign )eys in at the front des)
Before ver' Ban-uet Function
3 1hec) menu to see if it is ready to go
3 1ount portions (dou0le chec))
3 &ave coo)s or dishwashers count all china for the function (s)
3 1lean up )itchen area and organiEe the line 0efore service
3 &ave the coo) call from the function room to let )itchen )now when they have started
3 :ring all food out of the fridge except for desserts
3 #tart coo)ing food in relation to the timing of the function
3 #tart plating
Z%iming is everything it can mean either overcoo)ed or undercoo)ed food which will
effect plate presentation and guest satisfaction
3 Inform )itchen staff of their line duties 0efore service.
$xampleN vegeta0les, potatoes, Fus etc.
3 (et staff ready to serve
3 Do up a show plate
3 #tart serving the function
Z/resentation is everything you eat with your eyes first
3 .lways remem0er to 0e consistent with the vegeta0les, potato, sauce etc.
3 1hef or #ous 1hef (s) should )eep there eyes on the portion siEes
ZIf you start off too heavy chances are you could run out if too little plates loo)
empty guest not happy)
3 'inish the dessert with the appropriate topping or garnish
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Points to 2emem0er
3 .lways prepare "J more than the guaranteed num0er (i.e. +"4 x "J W+*, meals)
3 1ertain menu items are 0ased on +V piece per person
($xampleN sandwiches, muffins, drin)s, croissants)
3 .lways practice health and sanitation
3 .lways )eep in mind food cost effects everyone
3 use leftovers if possi0le
3 grind up all old vegeta0les and freeEe if not needed right away
&ish Washing &uties
Kightl' &uties for &ish Washers
If you wal)ed into a restaurant and the )itchen was filthy dirty would you want to eat
thereK 6ften our clients wander into the )itchen and therefore we must maintain a high
standard for cleanliness. $ffective immediately the following list of duties must 0e
completed after every shift. #hould any items not 0e completed, the appropriate staff
mem0er will 0e called 0ac) into wor) to complete their duties.
3 ash all dishes
3 ash all silverware and 0ring it to the service staff
3 ash all pots 9 pans
3 ash out pot sin)
3 %a)e all )itchen gar0age to the gar0age room
3 ash down all gar0age cans and replace 0ags
3 #weep 9 mop )itchen floor (this includes underneath all ta0les and 0ehind all
e;uipment)
The Art of Purchasing
Ordering Procedures
60tain wee)ly function sheet and contracts from the #ales 9 1atering 1o3ordinator 3
they should 0e out 0y noon on ednesdays
-ead through each contract carefully and do the followingN
3 1hec) prices of meals
3 %iming and date of function
3 Cum0er of guests
3 /repare orders for various suppliers
3 Ma)e up prep lists
3 prepare schedule for proper staffing levels
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Suppliers
=ist all #uppliers with addresses, contacts, goods supplied etc.
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Z .lways price shop for the 0est possi0le price with ;uality in mind in the following
instancesN
3 large functions ex. prime ri0 for 5,, people or have a contracted price for the
summer (.pril to 6cto0er) if you )now what your usage is.
3 rare menus ex. rain0ow trout for 0us tour dinners
3 speciality items ex. seafood, veal, 0eef tenderloin etc.
@eep in mind that volume purchasing from one supplier helps you get a 0etter price.
Ma)e sure that when the order is receivedN
3 the contents are what you actually ordered
3 the contents are the same as what is 0eing delivered
3 the price matches the ;uote
Food Guantities
+3 average piece of prime ri0 2, l0s. W +<3+? portions (0ased on >3+, ounce portions)
+3 +23+5 l0s. top 0utt W +23+" portions
+3 2" l0. utility tur)ey yields approx. 2,32" portions
+3 ", l0s. 0ag of carrots W 2", portions
+3 case of 0roccoli (+> heads) W *"3<, portions
+3 0ag of peeled potatoes W *"3<, portions
+3 case of chic)en 0reasts * oE contains 24 portions
+3 0ag of salad mix (pre3cut) W 2, portions
+ average hip of 0eef feeds approx. +2,3+", portions
Tossed Salad Soup 3alculation
+5 heads of ice0erg 2,, people Z * oE. #erving Z " J more
> heads of radicchio W +2,, oE.
4 heads of endive / 4" oE. (+ litre)
2 l0. shredded carrots W 4" litres of soup
W25, portions W 4* litres of soup
2omaine 4ettuce
+ case of romaine will do 4,, portions of salad
Basic 3ustard
7sed for cr[me caramel, and rasp0erry 0rulee
<3? egg yol)s + litre of mil)
+ cup of sugar vanilla 0ean
+ring the milk and 2anilla bean to a boil. 3eparate the eggs, keeping the yolk.
4ix sugar and egg yolks at the last possible moment. .dd m the milk to the egg
mixture then add the rest. 5our into proper dishes. 6ook in a water bath until
firm but slightly !iggly in the centre.
The Art of Purchasing
Food Aar$ets
+. Meats /oultry /or) #eafood Z /roteins
2. Dairy
4. /roduce 3 'resh 'ruits .nd Regeta0les
5. (rocery Items 3 'roEen 'oods, 1anned (oods
". :a)ed (oods 3 =ocal :a)ery #upplying 'resh /roducts Daily.
%he " (five) food mar)ets listed a0ove are main food mar)ets. %here are others such as
speciality itemsG example, chocolate, food decorations. Cow you have to determine who
will 0e your suppliers for the main food mar)et.
The Five 2ights
%he right ;uality %he right ;uantity
%he right supplier %he right time %he right price
/urchasing has a direct impact on food cost control. .n ade;uate storeroom of supplies
is needed so that the esta0lishment can operate in an efficient manner. It is wasteful to
have more supplies that can 0e used up in a reasona0le amount of time. %he following >
steps will help you along in your purchasing adventure.
+. Develop Ceeds of Items
3 food orders should have direct relation to the menus
2. Develop /urchasing #pecs
3 description of products
3 pounds, cases, 0unches, etc...
3 prices ;uoted
4. 1hoose Your #uppliers (two maFor ones)
3 6ne supplier for your proteins (meats)
3 one supplier for your grocery items
3 develop a good relationship with your suppliers
5. Delivery #chedules
3 delivery times should 0e for your convenience not theirs
3 consistency on there dates and times
3 always remem0er if products sit to long they lose there ;uality
". Inventory =evels (par stoc))
3 if you order too much to much space and money are 0eing tied up
3 too little stoc) you run the ris) of running out
*. 'orecast
3 records help predict 0usy times
<. Xuotes
3 o0tain wee)ly or monthly ;uotes on all meats, seafood, cheese, groceries
>. /urchasing =og
3 photo copy invoices
3 remem0er prices
3 always chec) your invoices
Suppliers
Cow that you have esta0lished your food mar)ets, itLs time to find a proper supplier for
each food mar)et (most of the larger food suppliers can now handle all of the food
mar)ets). . supplier has to 0e relia0le, trustworthy, and a0le to deliver re;uired
amounts in time and serve the esta0lishment well. hile some suppliers may 0e a0le to
offer low prices, they may fail to satisfy other criteria and should 0e eliminated from the
list of possi0le suppliers.
ith your dealings with suppliers you must 0uild a trusting relationship with the sales
rep this can help you ma)e a new friend and help you achieve 0etter pricing.
hen dealing with new suppliers and receiving their first order you must )eep your eye
on the followingN chec) invoices for proper weights of productsG proper prices ;uotedG
the right product, and if these things are not 0eing done as) the supplier a0out them and
if it continues do not deal with them any longer.
2esponsi0ilities
You must 0e responsi0le for yourself, your co3wor)ers, the company, and the guest.
hen wor)ers 9 guests feel that their needs are given due consideration valua0le things
will happen employee self esteem will increase, there attitudes towards the employer
will improve thus increasing productivity, and the guest will enFoy there meal.
'ood e;uipment and staff in the wor) place must 0e treated with respect.
3 minimal food waste
3 a0use of )itchen e;uipment
3 personal 0ehaviour
3 a0usive language
3 profanity
3 ethnic slurs
T+ese Issues H"ve No 0l"ce in +e Kic+en.
/udgement
%he sense of what appropriate is ac;uired through a lifetime of experience. (ood
Fudgement is never completely mastered rather it is a goal towards which one should
continuity strive.
The Dniform
chef Fac)etN white dou0le 0reasted
chef pantsN chec)ers, white, (0lac) chef)
.pronN apron
chef hatN tall card0oard with pleats
nec) tieN finishing touch to the outfit (professionalism)
proper groomingN shavingG clean hair net if its long or tied upG trimmed nailsG clean
hands always after you do anything, washroom, coughing, etc...
Food Standards
I 0elieve this is the most important issue in the )itchen. $very restaurant has their own
set of standards, some higher than others or even worse. %here are many restaurants
around town with low standards 0ut these restaurants are after a certain clientele.
$veryone is different.
%herefore you as a chef must chose the standards that you and the company will
implement and hold up. $xamples 3whipped 0utter vs. pattiesG hot 0read vs. cold 0unsG
fresh ground coffee vs. pac)aged coffeeG froEen vegeta0les vs. fresh.
%he standards that you choose will affect you and your company in every way 0uilding
your name and serving a great product will ma)e you and your company the 0est, so
donLt get laEy.
4a0our 3ost
=a0our cost is the most expensive overhead in the hotel industry today. Many chefs have
lost there Fo0s failing to maintain these costs, whether it 0e food or la0our.
%he standard la0our cost J in a full hotel with a dining room and 0an;uets and room
service should 0e +< 3 2, J of food sales.
$very &otel has its own la0our 0udget to follow, so this is Fust a guide line for you to
follow.
&ere is how you go a0out itI
Aust say you have a 0an;uet for +,, people at Q+*.?" per person your food sales would
0e Q254<.", and a midnight 0uffet with a total food sale of Q<",.,,.
hen I figure out the la0our, I only 0ase it on the dinner only. hyK ell you will find
out later in this topic.
254<.", \ +,J W Q254.<"
%herefore you have Q254.<" to spend on la0our on this function
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%here are two ways you can forecast the hours you need for the function.
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+. You have to find the average hourly wage of your employees. &owK You have to add
their hourly wage and divide 0y the num0er of employees you have wor)ing on that
function.
names wage hours
Aim +,.,, > W >,.,,
/aul >.,, * W 5>.,,
%racy <.,, * W 52.,,
$lvis *.>" * W 5+.+,
#ally *.>" 5 W 2<.5,
Mi)e *.>" 5 W 2<.5,
Dave *.>" 5 W 2<.5, 2?4.4
%otalN Q "2.5,. Divide this 0y < W <.5> per hour is your average rate per hour. %o figure
out how many hours you have to spend, divide <.5> 0y 2?4.4,. Your answer should 0e
4?.2 hours to spend. Cow 0etween your employees determine how many hours each
employee will wor). If you can save hours that8s great 0ut donLt leave yourself short.
-emem0er the 0uffet.
2. 'orecast and estimate how many dollars you need to spend.
Aim +,.,, > W >,.,,
/aul >.,, > W *5.,,
%racy <.,, * W 52.,,
$lvis *.>" * W 5+.+,
#ally *.>" 5 W 2<.5,
Mi)e *.>" 5 W 2<.5,
Dave *.>" 5 W 2<.5,
5, hrs 4,?.4,
If you recall you only have 254.<" Q in la0our to spend and you have Fust figured your
la0our at 4,?.4,, you are over 0y Q*"."". #hould you 0e concernedK CoI If you add your
0uffet total to the food sales your new total would 0e 4+><.", and +, J of that is
Q4+>.<". Cow you8re up 0y Q?.5". Aust remem0er, if you can save money that8s great 0ut
donLt sell yourself short. .lso staff productivity is very important. If they canLt have the
wor) done in time or ta)e too long, it will hurt your la0our, so loose that employee.
Food 3ost
Rery important cost to the hotel and the chef. It is impossi0le to over emphasiEe how
important it is for the chef to 0e aware of what his or her costs are.
LTotal DtiliMation Is The #oalL 72econstitution8
@eeping the food cost in line is the responsi0ility of the chef and his team (you are only
as good as your team). %hey always must 0e )ept informed of what things cost and there
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relevance to the menu or to what they are preparing. %he chef must also )now the
expected yields of the food items. $xample, meats
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&ere comes the math part. If your stea) dinner cost you Q5.>> to prepare (vegeta0le,
potato, +, oE stea), sauce, salad to start) for you to achieve a 4,J food cost you sell the
dinner for Q+*.2* (Q+*.",). &ow did we achieve this num0erK You ta)e Q5.>> divided
0y 4,J should come to Q+*.2*. -ound it off to Q+*.2" or Q+*.",. %his does not always
wor). You have to determine if your guests will pay this price and you have to chec) the
local competition to see what they are selling it for. #o your food cost could 0e higher or
lower...it all depends on what8s going on around you. %he other items on your menu
should 0e at lower cost to help give your menu a good mix so that it 0alances out at a
good food cost (4>35,J).
Your 0an;uet menu should 0e your cash cow you do high volume with a low cost. %o 0e
successful in the 0an;uet part of it, you must have good price shopping s)ills to get the
0est price for the ;uantity that you are 0uying. -efer to the purchasing part of this. You
also must 0e different from the rest. You have to realiEe that all 0an;uet halls are
somewhat the same (menu selection, room siEe, etc.). #o you have to separate yourself
from the rest (dare to 0e different). You have to serve excellent ;uality food (0eef vs.
shoe leather, tender chic)en vs. ru00er chic)en) and it has to 0e served hot and ;uic)
)eeping in mind plate presentation...C6 #=6//IC( 6' '66D 6C%6 %&$ /=.%$.
=oo) at the plate as a picture with the rim 0eing the frame. @eep all food off the frame
and arranged in a nice, clean manner. 6ne more important thing to remem0er is that
your reputation is at sta)e, so the choice is yours. #o which will it 0eK %he high road or
the low road.
Your 0an;uet menu should run you at 2<34,J. -unning the food cost this low it will
help compensate for your dinner menu and create a 0alanced food cost overall.
. properly costed menu is )nowing what things cost and how much to sell them for.
The Art of &ish*ashing
$veryone )nows washing dishes 9 scru00ing pots is not the most glamorous Fo0 in the
)itchen, or the world, 0ut a very important one in the )itchen. It8s one of the many
important lin)s in the chain. Important you sayI Yes. $very lin) has an important Fo0.
1lean dishes and spotless cutlery set on a ta0le are a great sign of professionalism, high
;uality standards and it shows someone is ta)ing pride in there wor). If plates were
dirty, that would mean guest complaints, then no customers, then no Fo0s for anyone.
Aust remem0er, it8s not the worst Fo0 in the world. You and only you can ma)e it the
0est Fo0 in the world.
&ish*ashing Procedure
3 %urn on dish washer. %here is a power 0utton located on the top right hand side of the
machine 6C36''.
3 run the water through the machine to achieve hot water in the system. It8s li)e running
the hot water tap first thing in the morning. You do this 0y 'I==IC( the machine and
then D-.ICIC( it 4 to 5 times.
3 turn water on for the spray hose.
3 chec) .== chemicals on the machine there are 5 of them.
+. $163@=$.CN %his is the detergent (soap) that helps loosen the food stuff and cleans
the dishes.
2. 7=%-. #.CN %his is a sanitiEer which helps in the sanitiEation of the plates and the
water (ultra san is Fust li)e very strong Aavex 0leach).
4. A$% D-YN %his is a drying agent which helps in the drying of the dishes at a faster
pace than normal.
5. .%$- #6'%$C$- #.=%N If you didn8t all ready )now 6ur 1ity is also )nown as
the limestone city which means there an alloyed of lime deposits in the water W hard
water. #o a water softener has 0een installed (that small 0rown 0uc)et under the
sin)) this helps soften the water. If we did not have a water softener, all of the water
lines over time would clog up with lime deposits causing maFor plum0ing damage
and the possi0ility of the dish machine 0rea)ing down. %here are two options if the
dish machine 0rea)s down.
a. doing dishes 0y hand...fun...funI
0. 0uying a new one, approximate value Q5,,,.,,
#o the choice is yours you either ta)e care of the machine or you 0uy it.
3 once all the chemicals have 0een chec)ed dish washing can 0egin
3 .ll dishes, 0owls, cups, glasses must 0e rac)ed in there proper rac)s
3 .ll dishes, 0owls, cups, etc... must 0e sprayed thoroughly to get as much as the food
stuff off the china.
%his procedure is very important this will ensure even cleaner plates at the other end
and will also prevent food 0eing trapped in 0etween the plates. %his is not a good
thing to see while doing plate service on the line or on a 0uffet ta0le. Aust imagine
with me, if you will, going to a 0uffet ta0le for dinner and lifting your plate and finding
soggy leftover food stuc) to the top or 0ottom of your plate. ouldn8t that ma)e your
dining experience worth whileK I thin) not.
3 dish machine cycle is + min 9 4, sec in this time period three of the four chemicals are
added.
3 when the cycle is finished remove dishes from the machine let them stand for a few
seconds so all of the water drains off them.
3 0efore putting the plates on shelves plates, cups, 0owls must 0e chec)ed randomly to
ma)e sure that the china is C6% 0eing put on the shelf dirty.
3 stac) them ;uietly and efficiently in there proper place.
Pot Washing
6:A$1%IR$N to ensure all pots, pans, trays are clean and grease free with no food
particles stuc) to it.
3 4 sin) compartment
sin) + 3 hot soapy water
sin) 2 3 rinsing sin) to have hot clean water with 4 to 5 caps full of Favel 0leach in the
water (health 0oard regulations)
sin) 4 3 air dry or towel dry
3 all pots, frying pans must 0e scru00ed with steel wool on the inside and .Fax is to 0e
used on the outside and the 0ottoms of all pots and pans.
3 all 0a)ing sheets must also 0e done in the same way.
ZZ this method will help you achieve that all pots, pans are grease free ZZ
3 once all the pots, pans are clean and dry they can 0e placed or hung in there proper
places.
&ish*ashing &uties
%he first dishwasher in is responsi0le for the following dutiesN
3 $mpty and remove all gar0age, card0oard, 0ottles, cans. -eplace gar0age 0ags in the
cans.
3 %a)e out any 0read rac)s, mil) crates outside
%he end of the shift the following duties must 0e completed
3 all gar0age and card0oard, 0ottles, cans are ta)en outside
3 all gar0age cans 0e washed out and a new 0ag 0e replaced
3 ensure all ta0le tops and counters are wiped cleaned
3 all sin)s are cleanN pot sin), vegeta0le sin), dish machine sin), hand sin)
3 sweep 9 mop )itchen floor. %&I# IC1=7D$# 7CD$-C$.%& .== %.:=$# .CD
$X7I/M$C%.
3 1offee grounds removed nightly
3 dish machine washed down after its used and emptied glass rac)s 0e placed 0ac) on
the dish machine for any left over glasses 0eing 0rought 0ac) into the )itchen.
3 ta)e a wal) around to ensure all things mentioned in this list is done
3 If you notice any food left out, please wrap and place in the wal) in
3 /ic) up all dirty rags, aprons from around the )itchen and put them in their proper
laundry 0ag.
3 sweep and mop staff washroom floor nightly
3 .ll e;uipment, pots, pans, spoons, etc... must 0e placed 0ac) in there proper place
1+oul$ "ny of +e ie#s no be co#!lee$& +e "!!ro!ri"e s"ff *ill be
c"lle$ in o co#!lee +e *or- +" *"s lef unfinis+e$.
The Office
Boo$ing the Function
%he #ales and 1atering Manager is responsi0le for 0oo)ing small functions. %his would
typically 0e a meeting room without any food and 0everage or a small meeting with
0rea)s and perhaps a wor)ing luncheon. %he appropriate ;uestions to as) areN
+. hat type of function is itK
2. 1ompany or 6rganiEationK
4. &ow many people is it forK
5. hat type of room set3up do you re;uireK (classroom, theatre etc.)
". hat food and 0everage would you li)eK
if yes0 a. what food and 0everage do you re;uireK
0. what time would you li)e it deliveredK
7 If they require a breakout room ask if any food 8 beverage is to be delivered to
the breakout room.
*. hat date do you re;uireK
<. 'ull address, phone and fax num0erK
>. Do you re;uire any .udio Risual $;uipmentK
?. ill smo)ing 0e permitted in the meeting roomK
+,. If they are on their own for lunch, what time would they li)e the meeting room to 0e
refreshedK
++. Do you re;uire any guest roomsK
if yes0 a. how many roomsK
0. what date do they arrive, and how many nights are they stayingK
c. what are their names or will you 0e providing me with a rooming listK
d. do they re;uire a smo)ing or non smo)ing room and one 0ed or twoK
e. are the rooms to 0e on the master account or paid individuallyK
f. are the incidentals on the master account or paid individuallyK
+2. ill they 0e paying upon departure or do they re;uire direct 0illingK
7 If they are a small company and are paying upon departure a credit card
is required to secure the booking. If they wish to be billed, a credit
application must be completed and approved by our .ccountant or a
5urchase 9rder (umber must be issued by the client.
%he first and most important step that must 0e ta)en is to 0loc) the appropriate space in
the function 0oo) into the property management system.
.t this time a 'unction .greement/1onfirmation =etter and the %erms and 1onditions
are ready to 0e typed.
It is expected that all confirmation will be sent :; hours after the booking is taken.
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Function Boo$
It is imperative that the function 0oo) 0e )ept neat, up to date, and accurate. It is
everyone8s responsi0ility to record all information in the appropriate time slot. :y doing
this we all can chec) space with ease and avoid a disaster such as a dou0le 0oo)ing.
3onfirmation 4etters
. confirmation letter includes 0asic information such as the date of the function, the
type of function and the approximate num0er of people in attendance. It is to 0e used
for large functions usually 0oo)ed more than ?, days in advance and li)e the function
agreement, it re;uires a signature for confirmation and usually re;uests a deposit. It is
to 0e sent with the %erms and 1onditions which also re;uire a signature.
Function Agreements
.ll functions at some point will 0e typed in function agreement format and 0e sent along
with %erms and 1onditions. %he sales and catering co3ordinator must then determine
which terms and conditions will accompany the function agreement and whether the
agreement is to 0e faxed or mailed. If mailed, a 0oo)ing letter is re;uired. If faxed, a fax
cover sheet with the appropriate instructions is ade;uate.
3ancellation Policies
1ancellation /olicies are as followsN
#mall Meeting with no food 9 0everage. If cancellation occurs less than <: days prior
to the function, the full = meeting room rental
will apply.
#mall Meeting with food 9 0everage. If cancellation occurs less than <: days prior
to the function, the full = meeting room rental
will apply. 3hould cancellation occur less than
> days prior, the full contracted amount is
due.
1onferences and eddings. If cancellation occurs less than ?@ days prior
to the function, the full = room rental will
apply. 3hould cancellation occur less than A@
days prior, the full contracted amount is due.
If a function is cancelled within the %erms listed a0ove, it is the discretion of the
Director of 1atering or the appropriate #ales -epresentative to waive any charges. hen
cancellation notice is received, all space 0loc)ed must 0e erased from the function 0oo).
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Trac$ing and Follo*,up
6nce the confirmation has 0een sent, it is the #ales and 1atering 1o3ordinator8s
responsi0ility to )eep trac) of the tentatives on file. . 0oo)ing is not considered definite
and is not to 0e filed until the client returns the confirmation with the re;uired
signatures. If an unreasona0le amount of time passes and the 0oo)ing is in ;uestion a
follow up call must 0e placed reminding the client that they must return their 'unction
.greement/1onfirmation =etter and %erms and 1onditions in order to confirm the
arrangements.
6nce the confirmation has 0een returned with the appropriate signatures, the function
0oo) must 0e updated to reflect that the function is now definite. If a deposit is
su0mitted it must 0e posted in :rilliant.
Boo$ings *ith Aultiple &ates
If a function has very few re;uirements with the same details for each date, a
confirmation letter is more appropriate than a function agreement. %his is to avoid
having the client sign multiple function agreements for each date they have 0oo)ed.
6nce the 1onfirmation =etter is returned with a signature, a copy is made for each date
and files are set up accordingly.
Office 2outine
Filing S'stems
.ll master contracts are to 0e filed alpha0etically.
.ll upcoming functions are to 0e filed monthly and in chronological order.
.ll past functions are to 0e filed alpha0etically and in chronological order.
Wee$l' &istri0ution
ee)ly Distri0ution ta)es place on ednesday 0y Coon of every wee). .ll 'unction
.greements for the following wee)s8 functions need to 0e photocopied and distri0uted
to the following peopleN
+. $xecutive 1hef
2. /ortersZ
4. 'ood and :everage Manager
5. 'unction :oard
". -estaurant
*. 'ront Des)
/o ensure that the proper staff is scheduled and the food is ordered it is very important
that the "ood and +everage 4anager and the Bxecutive 6hef be verbally notified
immediately when there has been a last minute booking or change of status.
Wee$l' Function Sheet
%his is an overview of information for the following wee)s8 functions and is to 0e
distri0uted at the same time as the 'unction .greements. It is not meant to 0e updated
after it has 0een distri0uted. %he following people get a copy of the ee)ly 'unction
#heetN
+. /orters
2. -estaurant
4. #ales -epresentative
5. #ales and 1atering 1o3ordinator
". $xecutive 1hef
*. 'ront Des)
<. Director of 1atering
a. #ales Manager
0. (eneral Manager
c. Cight .udit
d. 'ront Des) Manager
e. Maintenance Manager
f. $xecutive &ouse)eeper
g. .ccountant
Function Board
%he 'unction :oard is to 0e up to date at all times with all functions for the current
wee) and their appropriate change of status sheets. It is an excellent way to dou0le
chec) what has 0een distri0uted to all other departments and should 0e chec)ed against
the function 0oo) nightly for the following functions in that wee).
Billing and valuations
6n Monday of every wee) the Director of 1atering will pull the previous wee)s files and
chec) all 0ills for accuracy. %he top copy of the 0ill, a fre;uent stay 0rochure, an
$valuation, and a self addressed, stamped envelope must all 0e mailed on Monday of
each wee) in order for the client to get their 0ill in a timely fashion. 6nce the 0ill,
0rochure, and evaluation have 0een mailed, the file will 0e su0mitted to the #ales
Manager.
Appendix I)
2esponsi0le ServiceB
"ouse PoliciesB
Licensee Information Sheets From The
Liquor Licence Board Of Ontario. Ignoring
This Information Is Not An Option.
(e goal o! our esta.lis/ent is to /a$e a &ro!it
.0 &rovi)ing res&onsi.le1 courteous an)
&ro!essional service an) selling /ore tan 2ust
.everage alcool3
"e 4ill serve custo/ers in a res&onsi.le1
!rien)l0 an) &ro!essional /anner3 Sta!! is on
an) to assist custo/ers in teir )ecision to
)rin$ in /o)eration an)1 4ere a&&ro&riate1
avoi) )rin$ing activities tat &ut custo/ers at
ar/ or ris$3 Manage/ent is co//itte) to
a)ere to all liquor la4s3
1. onitor the !"ent
(e /anager on )ut0 is assigne) to /onitor
te event3
Cec$ !or age an) !rau)ulent 53'3
'en0 entr0 to intoxicate) &eo&le3
Count te nu/.er o! &eo&le on &re/ise to
&revent overcro4)ing an) excee)ing te
legal ca&acit03
%rovi)e &ro&er guest to sta!! ratio3
6llo4 !ree access to &olice an) liquor
ins&ectors
#. Alternati"e Be"erages
'esignate) )rivers receive !ree &o& or
co!!ee3
#igt78on96lcoolic .eers are to .e /a)e
availa.le at all ti/es3
Serve alcool !ree )rin$s in containers
)i!!erent !ro/ tose o! alcoolic .everages3
Minors are not &er/itte) to consu/e non9
alcoolic .eer3
$. Identification %olic&
(e onl0 acce&ta.le !or/s o! 53'3 are:
'rivers #icence; %ass&ort; 6ge o! Ma2orit0
Car); Cana)ian Citi<ensi& or Militar0 53'3
5! 0ou are given an out o! Countr0 53'31
cec$ 4it 0our su&ervisor3
=nless a &erson loo$s to .e a minimum of
25 0ears o! age1 53'3 /ust .e so4n3
%arents1 Convenors or !rien)s cannot vouc
!or a &erson>s age3 53'3 /ust .e so4n3
%oto 53'3 is require) !or ta.le service as
4ell as .ar service3
5! an 53'3 as .een noticea.l0 !orge)1 ta$e
te 53'3 to a /anager3
'. Into(ication Of A )uest
Soul) a guest ever reac te &oint o!
intoxication1 all alcool service to tat guest
/ust .e sto&&e)3
6ll sta!! reserve te !ull rigt to ?cut9o!!@
alcool service to a client3
"en a client as .een ?cut9o!!@ in!or/ te
a&&ro&riate sta!! an) /anage/ent an) !ill
out an inci)ent re&ort in te log .oo$3
A!!er te client co/&li/entar0 non9
alcoolic .everages as a su.stitute3
5! te client .eco/es irritate) 4it actions1
avoi) all con!licts an) in!or/ te
a&&ro&riate /anager or su&ervisor to ta$e
over te situation3
Ance a client as .een )enie) service1 te0
/a0 re/ain in te .anquet roo/ as long as
te0 o.serve te rules o! te *otel3
*. +emo"ing a Client from the %ropert&
Ance a client as .een ?cut9o!!@ an)
re/ains in te .anquet roo/1 i! te0 are
seen 4it anoter alcoolic .everage1 it is
to .e con!iscate) an) te guest is to .e
given a ver.al e2ection 4arning3
5! te0 !ail to ee) tis 4arning an) violate
tis again1 te0 are to .e as$e) to leave te
&re/ises3 (is soul) .e te )ut0 o! a
Manager or Su&ervisor onl01 4it te
assistance o! te convenor3
Your *otel reserves te rigt to e2ect an0
&erson BsC !ro/ te Banquet Roo/ or
&ro&ert0 o! te *otel in a &ro!essional
/anner3
5! a &atron .eco/es intoxicate) 4ile in our
care1 it is our res&onsi.ilit0 to get te/ a
taxi3 See 73
,. Area-s Of Consumption
6lcool is not &er/itte) to .e .rougt into
te .anquet roo/ !ro/ anoter source3
Exa/&le1 guestroo/s
"e reserve te rigt to con!iscate an0
alcool not &urcase) troug a contracte)
.ar o! Your *otel an) to )en0 entr0 to
re&eat o!!en)ers3
6lcool is onl0 &er/itte) in te list o! areas
3
6n0 o&en alcool /ust .e carrie) .0 a sta!!
/e/.er to te guest>s )estination3
.. Alternati"e Transportation
Soul) a client ever reac te &oint o!
intoxication1 it is our ?)ut0 o! care@ to see
tat client sa!el0 o/e3 (is can .e ensure)
.0 getting a so.er &erson !ro/ teir grou&
to ensure te/ sa!e trans&ortation
o/e or .0 calling te &atron a taxi an)
assisting te/ into te taxi3
5! te client is reluctant to ta$e a taxi1 Your
*otel 4ill &a0 !or te ri)e o/e Bone 4a0C3
6t tis &oint te server /ust acco/&an0 te
guest to te car&ort & see te/ sa!el0 into
te taxi3
5! te guest 4ill not acce&t an0 /eans o!
trans&ortation oter tan )riving
te/selves1 management /ust call te
&olice giving te licence &late an) /a$e o!
car as 4ell as te )irection te0 4ere
ea)e)3
/. )eneral %oints
6t all ti/es1 4e /ust tr0 to avoi) a ver.al
or &0sical con!lict 4it a guest3
5! tis situation arises1 contact te
a&&ro&riate su&ervisor7/anager an)7or
securit03
6n inci)ent re&ort /ust .e !ille) out !or an0
a&&enings liste) a.ove
6s long as 0our .est 2u)ge/ent as .een
use)1 an) all rules o! te &ro& &ro&ert0 ave
.een !ollo4e)1 /anage/ent 4ill al4a0s
.ac$ te )ecisions o! sta!!3
Appendix II)
/ust Sa'ing IKoJ is not enoughF
0ust Sa&ing 1No2 Not !nough
6s a liquor licence ol)er1 4e cannot &er/it
)rug use an) )ealing on our &re/ises3 Even i!
0ou are not &ersonall0 involve) in )rug activit01
4e can .e el) accounta.le !or illegal activities
in te otel3 "e /ust ta$e reasona.le ste&s to
&revent )rug use an) )ealing an04ere in our
otel3
Steps to ta3e
(o )iscourage te &resence o! illegal )rugs1 0ou
can create an environ/ent unsuita.le !or )rug
users an) )ealers .0 ta$ing te !ollo4ing ste&s:
%rovi)e &ro&er ligting to avoi) )ar$
corners7areas3
*ave all ta.les visi.le to sta!! an) oter
&atrons
E/&lo0 securit0 sta!!
Re!use service to an0one sus&ecte) o!
&artici&ating in te sale or use o! unla4!ul
)rugs on te license) &re/ises3 E2ect te
&erson an) contact te &olice3
*ave 4ell lit an) /onitore) &ar$ing areas
outsi)e service areas3
5! 0ou tin$ a /e/.er o! our sta!! /a0 .e
)ealing or using )rugs on te &re/ises1
contact te &olice !or assistance3 5! necessar01
install securit0 ca/eras to /onitor sta!!
activities
Your *otel as a strict ouse &olic0 Bsee sta!!
/anualC tat clearl0 states <ero9tolerance
to4ar)s )rugs3 5! 0ou use it1 0ou )o not ave
a 2o. at Your *otel3
Cec$ !or 0&o)er/ic nee)les ta&e) un)er1
.ein) or insi)e te toilet .o4l or tan$3
Beha"iours to 4atch for
Ma$ing !requent tri&s in an) out o! te
&re/ises3
Ma$ing !requent tri&s in an) out o! te
&re/ises 4it oters
%assing /atc .oxes1 !ol)e) )ollar .ills or
!ol)e) na&$ins to oters3
Duests 4o arrive so.er .ut quic$l0 so4
signs o! i/&air/ent inconsistent 4it teir
alcool use3 (is is o!ten cause) .0 /ixing
)rugs 4it alcool3
Continuall0 visiting te restroo/3 Restroo/s
are co//on avens !or )rug )ealing an) use3
Cec$ te/ regularl0 i! )rug activit0 is
sus&ecte)1 es&eciall0 i! 0ou !in) s0ringes1
nee)les1 s/all clear &lastic .ags1 .urne)
/atces1 .ottle ca&s or oter )rug
&ara&ernalia on te &re/ises3 5! s0ringes or
nee)les are !oun)1 te0 soul) .e re&orte) to
te &olice3
+ecogni5ing drugs
Cannabis:
Canna.is 99 te na/e tat covers /ari2uana1
asis1 an) as oil99 is te /ost co//onl0
use) illegal )rug in 8ort 6/erica3 Mari2uana
loo$s li$e co&&e) &lant /aterial ranging in
colour !ro/ green to ligt .ro4n an) is usuall0
sol) in easil0 conceala.le clear &lastic &ac$ages3
5t is co&&e)1 an) s/o$e) in te !or/ o! an)9
rolle) cigarettes or in a &i&e an) as a )istinctive
s/ell 4en .urning3
*as varies in colour !ro/ ligt9.ro4n to near
.lac$1 an) its consistenc0 /a0 .e so!t or ar)3 5t
is o!ten /ixe) 4it to.acco an) s/o$e)3
*asis oil is a tic$ oil0 &ro)uct 4ic ranges
in colour !ro/ 0ello4 to nearl0 .lac$3 (e oil is
s&rea) onto te ti& o! an or)inar0 cigarette or
so/eti/es onto te &a&ers use) !or an)/a)e
cigarettes1 ten s/o$e)3
(elltale .eavioural signs o! canna.is use
inclu)e slo4 s&eec1 )roo&0 e0eli)s1 )ilate)
&u&ils1 an) increase) a&&etites3
Cocaine:
Cocaine is usuall0 sol) as a 4ite1 cr0stalline
&o4)er in gra/s or !ractions o! a gra/3 A!ten it
is snorte) troug te nose using &lastic stra4s
or rolle) u& .ills3
Ra<or .la)es are use) to crus an0 large roc$s or
&articles o! cocaine to !or/ lines to /a$e
snorting easier3
So/e users in2ect cocaine or convert it into a
s/o$ea.le !or/ calle) crac$3 Crac$ is a ligt
.ro4n or .eige &ellet 4ic is !or/e) 4en
&o4)ere) cocaine is /elte) in a glass tu.e 4it
4ater3 "atc !or cru)e crac$ &i&es /a)e !ro/
so!t )rin$ cans3
%ara&ernalia associate) 4it te use o! cocaine
inclu)e s/all s&oons1 ra<or .la)es1 /irror1 s/all
.ottles o! 4ite &o4)er1 &lastic or glass stra4s1
&i&es3
Heroin:
(is o&iate usuall0 co/es as a 4ite or
.ro4nis &o4)er3 5t is usuall0 )issolve) in 4ater
an) in2ecte) un)er te s$in or into a vein or
/uscle1 .ut it can also .e sni!!e) or s/o$e)3
PCP:
A!ten sol) in 4ite or coloure) cun$s or
cr0stals1 %C% can also co/e in te !or/ o! a
&o4)er or ta.let3 Mixe) 4it to.acco1
/ari2uana1 or )rie) &arsle01 it is usuall0 s/o$e)1
.ut it can .e s4allo4e) or in2ecte)3 6ltoug it
/a$es users ig1 it also o!ten /a$es te/
violent to4ar)s te/selves an) oters3
LSD:
#S' as no colour1 o)our1 or taste an) is so
strong tat a )ose B3- /icrogra/sC is too s/all
to see3 5t is &ac$age) in /iniature &o4)er &ellets
B/icro)otsC1 gelatine ci&s B4in)o4&aneC or
squares o! #S'9soa$e) &a&er B.lotterC3 #S' is
usuall0 s4allo4e) .ut /a0 also .e snorte) or
in2ecte)3
Amphetamines:
An te street1 a/&eta/ines co/e in cr0stals1
cuc$s1 or glitter0 &o4)ers tat are o!!94ite to
0ello4 in colour3 A!ten te0 ave a !is0 or
a//onia9li$e s/ell3 (e0 can .e s4allo4e)1
in2ecte)1 sni!!e)1 or s/o$e)3
Cr0stal is a &o4)er !or/ o! /eta/&eta/ine
tat is in2ecte)1 inales1 or ta$en .0 /out3 5ce
an) glass are s/o$ea.le !or/s o!
/eta/&eta/ines an) li$e crac$ cocaine1 teir
e!!ect is strong an) !ast
Cran$1 anoter nic$na/e !or a/&eta/ines1
co/es in ta.lets or ca&sules3
Appendix III)
2ecogniMing IntoxicationB
+ecogni5ing Into(ication
6ltoug in)ivi)ual reactions to alcool /a0
var01 &eo&le !ollo4 certain general &atterns as
te0 a&&roac intoxication3
(ese are te 1- /ain signs tat in)icate 0our
guest is .eco/ing )run$3 (ese signs /a0
a&&ear in an0 sequence or clustere)1 )e&en)ing
on te in)ivi)ual3 6s &eo&le .eco/e intoxicate)1
te0 4ill so4 /ore signs3 'rin$ers so4ing
!our signs can al/ost certainl0 .e consi)ere)
intoxicate)3
Inappropriate speech "olume.
'run$s !requentl0 s&ea$ in volu/es
ina&&ro&riate to te situation3 (e0 sout 4en
it isn>t necessar01 4is&er 4en tere>s no nee)
!or secrec03 (e voice /a0 go !ro/ lo4 to ig
Bor vice versaC 4en tere is no reason to
suggest tat a cange in volu/e is necessar03
otor control 6fine7 deteriorates.
6s &eo&le .eco/e )run$1 teir s$ills requiring
!ine /otor control Ban)9e0e co9or)inationC
)eteriorate3 5ntoxicate) &atrons /a0 !u/.le 4it
cigarettes or ave )i!!icult0 &ic$ing u& cange3
6s teir co9or)ination )eclines1 &eo&le also
/is2u)ge )istances3 (e0 /a0 set a )rin$ )o4n
ar) on a ta.le1 tin$ing tat te ta.le is lo4er
tan it is1 or /iss astra0s 4en s/o$ing3
%ace of speech.
5ntoxicate) &eo&le /a0 cange te rate o! teir
s&ea$ing1 alternating racing s&eec 4it slo4
s&eec1 or tal$ing consistentl0 slo4 or !ast3
Alertness decreases.
5ntoxicate) &eo&le ta$e longer to res&on) to
questions or react to events3 (e0 /a0 not .e
a.le to un)erstan) or &a0 attention to 4at
0ou>re sa0ing3 (e0 easil0 .eco/e /u))le)1
an) 0ou ave to re&eat si/&le questions or
requests .e!ore te0 res&on)3
Inappropriate s4eating.
5ntoxicate) &eo&le /a0 s4eat /ore tan /igt
.e consi)ere) nor/al given te surroun)ing
te/&erature1 con)itions or situation3
+ed e&es.
(a$e note i! a custo/er>s e0es are .loo)sot to
an0 )egree3
otor control 6gross7 deteriorates.
6lcool also i/&airs s$ills requiring gross /otor
co9or)ination3 'run$en custo/ers /a0 ave
)i!!icult0 stan)ing u&rigt or 4al$ing a straigt
line3 (e0 4eave1 /isste& or stu/.le1 &era&s
.u/&ing into oter &eo&le or !urniture3 (o
co/&ensate1 te0 /a0 &ut teir an)s out at te
si)es !or su&&ort or .alance3
!nunciation poor8 slurring 4ords.
6lcool relaxes /uscles1 inclu)ing tose in te
/out1 /a$ing it ar) to s&ea$ clearl0 an)
)istinctl03 6n intoxicate) &erson /a0 .reate
noticea.l0 slo4er or sallo4er tan oters3
(ere /a0 .e 4ea$ness in .reat1 4it little air
inale) or exale)3
Tiredness.
6lcool is a )e&ressant3 6s &eo&le .eco/e
intoxicate)1 te0 so4 signs o! .eing slee&03
(eir e0es /a0 .e eav0 or close)1 or te0 /a0
ave a &laci) or !ixe) ga<e3
9ealing 4ith Into(icated %atrons
(e a))iction Researc Eoun)ation o!!ers tese
strategies to )eal 4it custo/ers 4o so4
signs o! intoxication3
1 sign
Beco/e alert !or te )evelo&/ent o! oter
signs Ba single sign is not necessaril0 lin$e)
to intoxicationC3
Ma$e lo49ris$ o&tions availa.le to slo4
alcool inta$e3 Eor exa/&le1 o!!er !oo) or
lo49alcool )rin$s3
# signs
Monitor te &atron care!ull03
Move to lo49alcool or non9alcool )rin$s3
5! &ossi.le1 serve !oo) to )ecrease te rate o!
)rin$ing3
$ signs
Serve onl0 lo49alcool or non9alcoolic
)rin$s99anoter regular roun) can lea) to
intoxication3
5! te &atron is )riving1 serve no /ore
alcool3
' signs or more
Serve no /ore alcool to tis &atron un)er
an0 circu/stances3
=se ?/anage/ent o! intoxication@
tecniques to re)uce te li$elioo) o! in2ur0
an) )a/age3 Eor exa/&le1 ensure tat te
&atron as sa!e trans&ortation o/e; i!
necessar01 call te &olice3
%re"enting Into(ication
A.viousl01 i! 0ou !ocus 0our e!!orts on
&reventing intoxication1 0ou 4on>t ave to .e as
concerne) a.out recogni<ing intoxication3
(ese strategies /a0 el& 0ou lo4er te ris$ o!
custo/er intoxication:
Alternati"e Be"erages:
6ctivel0 /ar$et non9alcoolic an) lo49alcool
)rin$s to 0our guests3
Creating interesting ?/oc$tails@ /a)e 4itout
alcool3 Exotic na/es an) !res ingre)ients 4ill
/a$e tese &ro)ucts a&&ealing to 0our
custo/ers3
*ave 0our servers suggest &re/iu/9&rice)
/oc$tails to custo/ers 4o or)er so!t )rin$s3
%ro/ote alternative .everages .0 o!!ering te/
at &rices tat are co/&etitive 4it regular
alcoolic &ro)ucts3
A!!er a 4i)e variet0 o! lo4 an) no9alcool
&ro)ucts an) /a$e sure 0our custo/ers $no4
tese &ro)ucts are availa.le3 6)vertise te/ on
0our /enus an) tent car)s3
Food:
Serving !oo) is one o! te .est 4a0s 0ou can
lo4er 0our ris$ o! custo/ers .eco/ing
intoxicate)3 8ot onl0 )oes !oo) )ela0 te
a.sor&tion o! alcool into te .loo)1 .ut it
generall0 ta$es custo/ers longer to )rin$ a
roun) 4en te0 are also eating3
A!!er !ree or lo49&rice) a&&eti<ers !or a!ter
4or$ custo/ers3 (ese &eo&le /a0 .e at
es&eciall0 ig ris$ o! .eco/ing intoxicate)
.ecause te0 are li$el0 to ave e/&t0 sto/acs3
(r0 a ?ungr0 our@ &ro/otion 4it t4o9!or9one
snac$s3
(rain 0our servers to /ar$et !oo)3 A!!er te/
incentives !or increasing !oo) sales3
%remium upgrading:
Custo/ers ten) to si& an) savour &re/iu/ )rin$s
an) are less li$el0 to or)er an excessive nu/.er
o! roun)s .ecause o! te iger &rice3 %re/iu/
u&gra)ing allo4s 0ou to increase revenues !ro/
eac )rin$ 4itout increasing consu/&tion3
"en a custo/er or)ers s&irits 4itout a /ix1
suggest a &re/iu/ .ran)3 %eo&le 4o &re!er
straigt s&irits 4ill li$el0 en2o0 .etter9qualit0
B/ore9ex&ensiveC &ro)ucts3 (r0 tis strateg0
4it 4ine an) .eer )rin$ers1 too3
Inter"ie4 and assess:
Cat 4it 0our custo/ers .e!ore ta$ing teir
or)er3 *ave te0 eatenF *ave te0 .een )rin$ing
else94ereF Clearl01 &eo&le 4o ave .een
)rin$ing /ust .e treate) )i!!erentl0 !ro/ tose
4o ave a) noting to )rin$3 You ave to
)eci)e 4eter or not to serve te/ even one
)rin$1 an) /onitor te/ !or e/erging signs o!
intoxication3
9on-t in"ite trou;le in:
(rain 0our )oor sta!! to recogni<e te signs o!
intoxication an) re!use entr0 to an0one 4o as
a) too /uc to )rin$3
<ouse polic&:
'evelo&1 &ost an) en!orce a ouse &olic0 on
intoxication3 You /igt &rint te &olic0 on 0our
/enu or on tent car)s 4it a list o! 0our non9
alcoolic )rin$ s&ecials3
Appendix I6)
&ish*ashing Procedures
(e !unction o! te )is 4aser is to sterili<e
)ises an) utensils1 /a$ing te/ !ree o!
/icro.es an) .acteria3 Eac ite/ &lace) in te
/acine /ust .e an) scru..e) an) .asicall0
clean3 6llo4ing te /acine to ?scru.@ te
)ises 4ill result in eav0 !oo) accu/ulation in
te /acine 4ic 4ill s&ot glass4are an)
silver4are3
A&erating a )is4aser e!!icientl0 requires an
e!!icient s0ste/ an) 4or$ !lo43
1. Set=up >our ?or3 S&stem
a3 Set u& a se&arate rac$ !or tea glasses1
2uice glasses1 4ater go.lets an) co!!ee
/ugs3 B0 se&arating eac t0&e o!
glass4are1 clean glasses can .e ta$en
)irectl0 !ro/ te rac$3 %lace starter
&lates o! various si<es on te 4or$ ta.le
as a gui)e !or )is &lace/ent3
.3 Set u& a &re9soa$ solution !or all
silver4are3
c3 Set u& &lent0 o! scru. &a)s an) a sti!!
.rus3
)3 %osition 0our tras can so 0ou can 4or$
s/ootl03
#. !fficient Operation of the 9ish4ashing
S&stem
a3 =nloa) .us tu.s3
i3 Stac$ &lates an) .o4ls in)ivi)uall03
5t is easier to 4as one rac$ o!
&lates tan one rac$ o! assorte)
&lates1 cu&s1 etc3
ii3 %ut all glass4are an) /ugs into
eac in)ivi)ual rac$ upside down.
iii3 Se&arate silver4are an) &lace in
&re9soa$ solution3
iv3 Care!ull0 tro4 out tras so as not
to lose silver4are3
.3 6!ter 0ou ave unloa)e) one tu.1 return
to te .anquet roo/ to clear /ore
ta.les3 Gee& stac$ing )ises until a
&articular t0&e o! )is or glass4are is
running lo43 6t tat ti/e run onl0 te
require) utensil3 (is 4ill allo4 0ou
/ore ti/e on the floor to clear ta.les3
c3 Scru. )ises tat are to .e run troug
te /acine3 Re/ove all !oo) an) rinse3
)3 #oa) rac$s co/&letel0 4it one type o!
)is or glass4are3 Run troug /acine3
e3 "as silver4are se&aratel03 S&rea) out
silver4are on a !lat rac$ an) 4as once3
(e silver4are soul) .e &lace) in
in)ivi)ual silver4are .in 4it te eating
sur!ace u&3 Be care!ul not to overloa)
eac silver4are .in3 %lace silver .ins in
!lat rac$ an) 4as one /ore ti/e3 6llo4
4ase) silver to sit in .ins as long as
&ossi.le so te eat !ro/ te utensils
4ill auto/aticall0 )r0 te/3 (en &ut
silver4are out at te 4ait station3
$. Clean the 9ish4asher
a3 'rain te 4ater3
.3 (a$e out !oo) tra&s an) clean
torougl03 Set te/ out to )r0 an) air
out3
c3 Clean te insi)e e)ges o! te /acine
)oors3
)3 Eill te auto/atic )is4aser soa&
)is&enser as instructe) on te )is&enser3
Most require tat onl0 dry )is4aser
soa& .e a))e) to te )is&ensing o&&er3
%ot and %an ?ashing
6ll large utensils1 exce&t sar& o.2ects suc as
$nives an) slicing .la)es1 soul) .e &re9soa$e)
in ot1 soa&0 4ater3 (ese sar& o.2ects soul)
.e 4ase)1 rinse)1 )rie) an) stores se&aratel03
%re9soa$ an) scra&e !oo) !ro/ all large utensils
.e!ore &lacing te utensils o&en si)e )o4n in a
!lat rac$3 Cec$ 4it 0our /anager .e!ore
4asing ne4 utensils as so/e /etals 4ill
tarnis severel0 !ro/ )is4aser soa&3
Steps:
13 (a$e all large use) utensils to rear o! te
&re& area3
23 Scra&e !oo) scra&s into a tras can3
33 %re9rinse te utensils in a &ot sin$3
43 Eill one &ot sin$ 4it ot1 soa&0 4ater .0
turning on te 4ater an) &ressing te soa&
)is&enser .utton3
53 %lace utensils in ot1 soa&0 4ater to soa$3
Do not &lace sar& o.2ects in &ot sin$s to
soa$3
63 Eill a secon) sin$ 4it clean1 4ar/ 4ater3
73 5! require)1 a)) a saniti<ing agent to 4ater in
te tir) sin1 !ollo4ing &ac$age )irections
on te saniti<er &ac$age3
+3 "as utensils 4it a &lastic scru..er3 Do
not use cleaners or stainless steel &a)s3
,3 Rinse utensils torougl0 in te clear 4ater3
1-3 'i& in saniti<ing solution1 i! require)3
113 %lace rinse) utensils in a clean sin$ to )r03
123 %ut clean1 )r0 utensils in teir storage areas3
S4eeping Floors
S4ee& te area s0ste/aticall01 using long1
overla&&ing stro$es3 Be care!ul not to raise )ust3
5n te guest service areas1 /ove an0 ligt94eigt
o.2ects3 S4ee& into te corners1 un)er
!urnisings an) equi&/ent1 an) along
.ase.oar)s3
S4ee& )irt into a )ust &an1 an) e/&t0 it in a
tras container as 4ell as un)erneat equi&/ent
an) ta.les3
opping Floors
Mix te )etergent solution accor)ing to
)irections3 Mo& sections se&aratel0; clear a4a0
/ova.le o.2ects3 'i& te /o& into te solution
an) 4ring it until it is al/ost )r03 Clean te !loor
4it even1 overla&&ing stro$es !ro/ si)e to si)e
using enoug &ressure to loosen an) &ic$ u&
)irt3 'o not s&las 4ater on 4alls1 equi&/ent or
!urnisings3 Erequentl0 )i& te /o& in te
)etergent to re/ove )irt3 Be sure tat te corners
an) te !loor aroun) equi&/ent1 ta.le legs an)
.ase.oar)s are clean3
Rinse torougl0 4it clear 4ater3 6!ter te
!loor as )rie) co/&letel01 re&lace te o.2ects
0ou re/ove)1 an) re/ove .arriers 0ou &lace) to
$ee& guests out o! te area3
E/&t0 te /o& .uc$et in te /o& sin$1 an)
clean an) rinse te /o& an) .uc$et3 "ring te
/o& as )r0 as &ossi.le an) store te equi&/ent3
Steps:
13 S4ee& te !loor3
23 %re&are a solution o! ot 4ater an)
)etergent3
33 Bloc$ o!! te section to .e /o&&e)3
43 Re/ove cairs1 tras rece&tacles1 etc3
53 Mo& te !loor1 rinsing an) 4ringing te /o&
!requentl03
63 Rinse te !loor 4it clear 4ater3
73 6llo4 te !loor to air )r03
+3 Re&lace cairs1 tras rece&tacles1 etc3
,3 A&en te section3
1-3 Clean1 rinse an) &ut a4a0 te /o& .uc$et3
Appendix 6)
-uipment 3leanliness and
Aaintenance
Cleaning +efrigeration @nits
6ll re!rigeration units /ust .e cleane) regularl0
!or e!!icient o&eration1 !or !oo) sa!et01 an) to
eli/inate o)ours3
%ut !oo) in anoter re!rigeration unit 4it a
co/&ara.le te/&erature 4ile 0ou clean an)
4ile 0ou 4ait !or te cleane) unit to return to
nor/al o&erating te/&eratures3
Be &atient 4en )e!rosting3 #et te !rost
co/&letel0 /elt3 (r0ing to re/ove ice 4it
sar& o.2ects /a0 &uncture a re!rigerant line3
S&eci!ic instructions !or cleaning eac unit are
liste) .elo4:
Steps:
13 =nits to .e )e!roste) soul) .e turne) o!! at
te electric &anel control .ox3
23 Move all !oo) to anoter re!rigeration7
!ree<er unit3
33 %ut large cun$s o! ice in te sin$3 Do not
use /etal o.2ects to loosen ice3
43 Re/ove &arts1 4as te/ in )etergent
solution1 rinse te/ torougl0 in clear1 ot
4ater1 an) )r0 te/3
53 "as te insi)e sur!aces an) gas$ets 4it a
)etergent solution1 rinse te/ torougl01
an) )r0 te/3
63 Re&lace all &arts3
73 (urn te unit on an) allo4 it to return to its
o&erating te/&erature3
+3 Clean te outer sur!aces3
,3 E/&t0 an) clean te )ri& &an3
1-3 Re&lace ter/o/eters3
113 6!ter it returns to te &ro&er o&erating
te/&erature1 re&lace te !oo) in te unit
accor)ing to stoc$ing s&eci!ications3
Coo3-s +each=In Free5er
13 Turn the unit off at the electric panel control
box before cleaning.
23 Re/ove !ro<en !oo) !ro/ reac9in !ree<er
an) &lace in 4al$9in !ree<er3
33 Re/ove an0 !rost accu/ulation !ro/ all
inner sur!aces o! te reac9in !ree<er3 Do not
use an0 /etal tool or one tat can scratc or
&enetrate te 4alls o! te reac9in !ree<er3
43 (orougl0 clean all inner sur!aces3
53 (orougl0 rinse all inner sur!aces 4it
clear 4ater to re/ove all cleaning solution3
5t 4ill .e necessar0 to rinse tese sur!aces
several ti/es3
63 (orougl0 )r0 all sur!aces 4it a clean )r0
clot3 Ma$e certain all traces o! /oisture are
re/ove)3
73 Re&lace ter/o/eters3
+3 Turn reach-in freezer electrical current back
on at te electrical control .ox3 6llo4
!ree<er to return to &ro&er te/&erature3
,3 "en &ro&er te/&erature as .een reace)
in te reac9in !ree<er B-EC1 re/ove te
!ro<en !oo)s !ro/ te 4al$9in !ree<er an)
re&lace in te reac9in !ree<er3
Ice achine
Accasionall0 it 4ill .e necessar0 to clean te
interior sur!aces o! te ice /acine3 (is is to .e
)one on a sce)ule )eter/ine) .0 /anage/ent3
Steps:
13 Re/ove te sli)ing )oors 4ic give access
to te ice .in3
23 Re/ove as /uc ice as &ossi.le !ro/ te ice
.in3 Melt re/ain)er 4it 4ater3
33 (orougl0 clean te interior o! te ice
/acine .in3
43 Rinse te interior o! te ice /acine .in
torougl03 5t 4ill .e necessar0 to !lus all
sur!aces several ti/es 4it clear 4ater to
re/ove all cleaning solution3
53 %our several .uc$ets o! ot 4ater )irectl0
troug )rain line in .otto/ o! ice .in to
clean an) !lus te )rain lines3
63 Re&lace sli)ing )oor3
73 Clean an) &olis all exterior sur!aces 4it
)a/& clot !ollo4e) .0 a )r0 clot3
il3 9ispenser
13 A&en )oor3 Re/ove all !rost accu/ulations
!ro/ interior sur!ace3
23 Clean an) )r0 interior sur!aces torougl03
33 Re/ove /il$ )is&ensing valve3 Clean
torougl03 Re&lace3
43 Close )oor3 Clean exterior o! /acine 4it
so!t )a/& clot1 )r0 an) &olis 4it so!t )r0
clot3
Ice Cream Free5er
13 (urn te unit o!! at te electrical &anel
control .ox .e!ore )e!rosting3
23 Re/ove li)s !or ice crea/ !ree<er .ox3
33 Re/ove ice crea/ containers !ro/ ice
crea/ !ree<er .ox3 %lace in 4al$9in !ree<er
until ice crea/ !ree<er as .een returne) to
service an) as returne) to &ro&er
te/&erature 9 -E3
43 Re/ove an0 !rost accu/ulation !ro/ te
si)es an)7or .otto/ o! te ice crea/ !ree<er
.ox interior3 'o not use an0 /etal tool or
one tat can scratc or &enetrate3
53 (orougl0 4as te inner 4alls o! te ice
crea/ !ree<er .ox 4it a )etergent solution3
63 (orougl0 rinse te inner sur!aces o! te
ice crea/ !ree<er .ox 4it clear 4ater1 to
re/ove all traces o! te cleaning solution3 5t
4ill .e necessar0 to rinse tese sur!aces
several ti/es3
73 (orougl0 )r0 all inner sur!aces o! te ice
crea/ !ree<er .ox 4it clean )r0 clot3
+3 6llo4 ice crea/ !ree<er .ox to re/ain o&en
an) uncovere) until all traces o! /oisture
are gone3
,3 Clean te li)s o! te ice crea/ !ree<er .ox3
'o not run troug )is /acine3 'r0
torougl03 Extra care /ust .e ta$en in
cleaning te ru..er gas$ets aroun) te e)ges
o! te li)s3
1-3 Clean te outer sur!aces o! te ice crea/
!ree<er .ox 4it a )a/& clot3 'r0 an)
&olis 4it a clean )r0 clot3
113 Re&lace li) BsC on ice crea/ !ree<er .ox3
123 Re&lace ter/o/eter3
133 (urn ice crea/ !ree<er .ox electrical current
.ac$ on at te electric &anel control .ox3
143 6llo4 !ree<er to return to correct
te/&erature3
153 Re/ove ice Crea/ containers !ro/ 4al$9in
!ree<er an) return to te ice crea/ !ree<er
.ox3
Cleaning +est +ooms
(e &u.lic rest roo/s are o!ten te !irst !acilit0
/an0 guests visit3 %ro&er cleanliness 4ill ensure
a goo) !irst i/&ression !or all our guests3
Because o! te !requent use o! te &u.lic rest
roo/s1 te0 soul) .e cec$e) at least every
two hours for cleaning.
Be!ore .eginning to clean rest roo/s1 &ro& te
)oor o&en3 Clean all sur!aces 4it te s&eci!ie)
cleaning solution1 !ollo4ing te ste&s outline)
.elo43
Steps:
13 =sing te toilet .rus1 scru. te sur!ace o!
te toilet an) urinal3
23 Clean 4alls1 vanit0 an) sin$ 4it a clot an)
all9&ur&ose cleaner3
33 Clean te /irror 4it a clot an) glass
cleaning solution3
43 S4ee& an) /o& te !loor3
53 Re!ill Bas nee)e)C te &a&er to4el1 tissue an)
soa& )is&ensers3
63 5nitial te cec$list 4en cleaning is
co/&lete3
Cleaning !quipment
Food Slicer. This piece of equipment should not
be operated or cleaned by employees under the
age of 1.
13 Eollo4ing )irections !or eac in)ivi)ual
slicer1 )isasse/.le slicer3
23 (orougl0 clean an) )r0 all &arts3 'o not
run troug )is /acine3
33 (orougl0 clean te .ase 4ere electric
/otor is locate)3 'o not allo4 an0 /oisture
to enter te .ase3 'r0 an) &olis 4it so!t
clot3
43 Sar&en slicer .la)e once a 4ee$1 or /ore
o!ten i! nee)e)3
53 Reasse/.le te !oo) slicer3
Ta;le ounted Can Opener
13 Re/ove cutting section !ro/ .ase .0
&ulling straigt u& !ro/ ta.le3
23 (orougl0 clean all can o&ener &arts3 =se
so!t .rus i! necessar0 to re/ove an0 !oo)s
or oter /aterials !ro/ all sur!aces3
33 (orougl0 clean .ase attace) to te ta.le3
43 Reasse/.le can o&ener3
Bread +ac3
13 =se !or .rea) onl03 'o not allo4 cloting1
&urses1 etc3 to .e &lace) on te .rea) rac$3
23 Clean one sel! at a ti/e1 .eginning at te
to& sel!3
33 Re/ove all .rea) !ro/ sel!3 (orougl0
clean an) )r0 sel!3 Return .rea) to sel!3
43 'o next sel! )o4n3 Continue one sel! at a
ti/e until all are )one3
Sin3s
13 6ll sin$s in te &re& area /ust .e $e&t clean
at all ti/es3 Eac as its o4n use3 'o not
use !or an0 oter &ur&ose3
a3 (ree Bor 4C co/&art/ent sin$ 9 !or
4asing )ises in an e/ergenc01
cleaning &ots an) &ans1 4asing
&ro)uce3
.3 Mo& sin$ 9 Eor )is&osing o! /o& 4ater1
cleaning an) rinsing !loor /o&s1 an)
oter eav0 )ut0 cleaning not connecte)
4it !oo) an)7or !oo) utensils3
c3 *an) sin$ 9 Eor e/&lo0ees to 4as
an)s3 'is&ensers /ust .e su&&lie) at
all ti/es 4it soa& an) to4els3
Cleaning Aitchen !quipment
(e cleaning o! coo$>s equi&/ent is assigne) to
coo$s3 *o4ever1 soul) 0ou .e nee)e) to assist1
te !ollo4ing &roce)ures 4ill serve as a gui)e:
)rill <ood
13 %ull !ilters one at a ti/e3
2 "as !ilters in )is4aser3
33 6llo4 to )rain an) )r0 !or !ive B5C /inutes3
43 "en )r01 re&lace in &ro&er &osition3
53 'o eac !ilter in turn in te sa/e /anner3
63 Re/ove return air grates Bacross te oo)C3
73 =se &re9rinse s&ra0 at )is ta.le to rinse
torougl03
+3 "as return air grates in )is4aser3
,3 6llo4 to )rain an) )r0 !or !ive B5C /inutes3
1-3 "en )r01 re&lace in &ro&er &osition3
113 Re/ove grease )ri& &ans an) grease troug3
E/&t0 into tras can3
123 (a$e grease )ri& &ans an) grease troug to
&ot sin$ in .ac$ &re& area an) 4as
torougl03
133 'r0 torougl0 an) re&lace3
143 Clean all oter oo) sur!aces an) &olis
4it clean1 )r0 clot3
T4o Burner )as Sto"e
13 Re/ove grate over eac .urner3
23 Clean 4it a .ristle .rus BDo not use a 4ire
.rusC.
33 "as torougl0 in &ot sin$ in .ac$ &re&
area3
43 Re/ove grease )ri& &ans an) clean
torougl0 in &ot sin$3
53 'r0 all &arts an) re&lace3
Char=Broiler
13 Sut )o4n an) allo4 to cool torougl03
23 Re/ove .roiler &lates BgrillC3 Soa$ in te &ot
sin$ in te $itcen3
33 Scru. an) clean torougl0 4it 4ire .rus3
43 6!ter .roiler is co/&letel0 cool1 .rus a4a0
an0 )e.ris on ele/ents on .roiler 4it Bnot
4ireC .rus3
53 Raise ele/ents an) torougl0 clean inner
sur!aces o! .roiler3
63 Re/ove 4ater )ri& &an3 Clean torougl0 in
&ot sin$3 'r03 Re!ill 4it &ro&er a/ount o!
4ater an) re&lace3 Return .roiler to service3
9eep Fr&er
(is &iece o! equi&/ent soul) not .e o&erate)
.0 e/&lo0ees un)er te age o! 1+3 %ro&er
attention /ust .e &ai) to te )ee& !r0er at all
ti/es3 (e !ollo4ing &roce)ures soul) .e
!ollo4e) .0 all &ersonnel3
13 Eloating &articles /ust .e s$i//e) o!!
constantl01 .e!ore te0 ave a cance to
settle3
23 Drease /ust .e !iltere) at least once eac
)a03
33 Drease /ust .e cange) on a sce)ule to .e
)eter/ine) .0 /anage/ent1 .ase) u&on
ours o! o&eration o! )ee& !r0er an)
intensit0 o! use3
Filtering
(is &roce)ure is o!! li/its to e/&lo0ees un)er
te age o! 1+3
13 (urn )ee& !r0er o!!3 6llo4 grease to cool3
23 'i& as /uc grease as &ossi.le !ro/ te
!r0er $ettle3 %our troug !ilter cone3
33 Re/ove grease &an !ro/ !r0er an) !ilter
re/ain)er o! grease troug !ilter cone3
BDrease /ust .e coole) .e!ore .eing
!iltere)3C 'o not atte/&t to /ove grease &an
!ro/ !r0er alone3
43 (orougl0 clean grease $ettle3 Do not use
/etal cleaning &a)s3 Never use any
chemical cleaning compouns in the
grease !ettle" Never uner any
circumstances# clean the grease !ettle $ith
soap or etergent" BSoa& causes grease
.rea$)o4n3C
53 Return clean $ettle to !r0er3 Re!ill 4it
!iltere) grease3
63 (urn !r0er ter/ostat to 2--E until tat
te/&erature is reace)3 8ext1 turn
ter/ostat to 275E until tat te/&erature
as .een reace)3 Einall01 turn te
ter/ostat to 35-E until grease as .een
.rougt to te &ro&er te/&erature3 Do not
attempt to cook anything in grease until it
has been brought to !"#$.
83B3 (o torougl0 clean $ettle1 a!ter e/&t0ing
$ettle o! grease1 rinse out1 !ill 4it 4ater3
Return to !r0er1 .ring !r0er te/&erature u& to
35-E slo4l03 6)) a&&roxi/atel0 one9al! .ox
.a$ing so)a Bs/all ouseol) si<e .oxC3 Boil 3 9
5 /inutes3 #et cool3 E/&t03 Rinse3 'r03
Flat )rill
13 "it grill at 35-E1 use a grill .ric$ Ban
a.rasive .loc$ /a)e !or tis &ur&oseC to
clean te !lat grill3 Ru. te grill .ric$ across
te grill in te )irection o! te &olis lines
BgrainC o! te grill3
23 "en all car.oni<e) !oo) an) oil ave .een
re/ove) !ro/ te grill 4it te grill .ric$1
&articular attention /ust .e given to te
corners1 e)ges1 etc3C use te !lat scra&er to
scra&e all )e.ris into te grease troug3
33 =sing a )a/& to4el1 re/ove all traces o! te
car.oni<e) /aterial 4ic ave .een
loosene) !ro/ te grill sur!ace .0 te grill
.ric$3
43 "i&e over entire grill sur!ace 4it an oile)
to4el3
53 =sing te grill screen1 go over te entire
grill sur!ace1 re/oving an0 )e.ris le!t .0 te
grill .ric$ an) ?&olising@ te grill sur!aces3
63 =sing a )a/& to4el1 torougl0 clean te
grill3 Ma$e certain tat all traces o!
car.oni<e) /aterial are re/ove)3 B6n0
traces 4ic are le!t 4ill a)ere to !oo)
.eing coo$e) 4en te grill is returne) to
serviceC3
73 S&rea) a very thin coat o! oil over te
sur!ace o! te grill an) allo4 it to sit a !e4
/inutes3 (is 4ill re9season@ te grill3
+3 'o not coo$ on te grill until te !ollo4ing
ste&s ave .een ta$en:
a3 Re/ove te grease catc &an an) e/&t0
into te grease )ru/ locate) outsi)e3
%ever empty the grease pan into a drain
line or into the trash can.
.3 (orougl0 clean grease &an3 (is
soul) .e )one in te &ot sin$3
c3 'r0 te grease &an torougl0 an)
re&lace3
,3 Drill is no4 rea)0 to return to service3
As a utility person you $ill be responsible for
the cleanliness an maintenance of all filters
an fi%tures" &he follo$ing proceures $ill
assist you:
Light Fi(tures
Be!ore cleaning electrical !ixtures1 turn te
ligts o!! an) allo4 te/ to cool 4ile 0ou
asse/.le te cleaning su&&lies3
*an)le all !ixtures care!ull03 Ma$e sure all
!ixtures are !ir/l0 resting in teir o&ening 4en
reasse/.ling te/3
Be certain to clean all o! te !ixtures; !or
exa/&le1 te cains o! te anging ligts3 =se
glass cleaning solution on all &arts exce&t .ul.s1
4ic /ust .e cleane) 4it a )r0 clot onl03
Moisture against a ot or 4ar/ .ul. can satter
it3
Steps:
13 (urn o!! te ligts to .e cleane)3
23 6sse/.le cleaning su&&lies3
33 Secure a 4ell9.alance)3
43 (a$e te !ixture a&art i! necessar03
53 Clean inner an) outer sur!aces 4it glass
cleaning solution an) a so!t clot3 Re/ove
stu..orn )e&osits 4it a little )etergent
solution on a clot1 ten rea&&l0 glass
cleaning solution3
63 'r0 4it a clean1 )r0 clot3
73 "i&e te ligt .ul. 4it a )r0 clot onl03
+3 Reasse/.le te !ixtures3
,3 %ut a4a0 te la))er an) cleaning su&&lies3
Lights o"er !quipment Line
13 Dras& e)ge o! ligt !ixture care!ull0 an)
gentl0 &ull !ixture )o4n an) a4a0 !ro/ te
ceiling sur!ace3 *an)le !ixture 4it car3
Dlass 4ill !all out o! te ol)er i! not
an)le) care!ull03
23 Clean glass an) ol)er 4it glass cleaner
an) so!t clot3 Clean .ot inner an) outer
sur!aces3
33 'r0 4it clean )r0 clot3 Ma$e certain tat
all strea$s an) s/ears are re/ove)3
43 Return !ixture to &ro&er &lace1 an)ling 4it
care3 &ake certain that fixture is firmly reset
in opening.
53 Clean eac ligt !ixture in te sa/e /anner3
<anging Lamps
13 "i&e ligt .ul.s 4it so!t dry clot onl03
23 Clean cain 4it so!t clot an) glass
cleaner3
33 Clean an0 outer sur!aces 4it glass cleaner
an) so!t clot3
43 Ma$e certain tat all sur!aces ave .een
torougl0 cleane)3
Cleaning Filters8 Traps8 and 9rains
(ra&s an) !ilters se&arate soli) &articles or
i/&urities !ro/ liqui)s or gases so tat s0ste/s
re/ain unclogge)3
(e0 /ust .e cleane) regularl0 to !unction
e!!icientl03
Eilters1 tra&s an) )rains are locate) on
re!rigerators1 !ree<ers1 .everage )is&ensers1 ice
crea/ !ree<ers1 ice /acines1 /icro4ave ovens1
grill oo)s1 )is4asers1 an) sin$s3 (e sa/e
ste&s are require) to clean all !ilters1 )rains an)
tra&s3
83B3 5! !ilters are 4ase) in te )is 4asing
/acine1 te0 /ust .e te last ite/ 4ase)1 an)
te /acine torougl0 cleane)3
Filters and Traps
13 Re/ove !ilters !ro/ !ra/es3
23 Hacuu/1 .rus or sa$e )e&osits !ro/ te
!ilters3
33 "as !ilters in ot 4ater an) )etergent1 or
te )is4aser3
43 Rinse1 )rain an) )r0 te/3
53 Re&lace te !ilters3
9rains
13 Elus )rains 4it ot 4ater at least once
eac si!t3
23 5! necessar01 te manager 4ill oversee 0ou
cleaning te )rains 4it a ce/ical solution3
Cleaning Stainless Steel and Chrome Surfaces
Clean stainless steel sur!aces using te !ollo4ing
ste&s3 (e sur!aces are generall0 &er/anent
!ixtures or are non9i//ersa.le a&&liances 4ic
/ust .e 4ase) in &lace3 'o not allo4 4ater to
enter electric /otor ousings1 eating ele/ents
or electrical connections3 So/eti/es equi&/ent
can .e ta$en a&art an) i//erse) in ot1 soa&0
solutions !or cleaning3 'o not soa$ an0 sar&
ite/s3
Ma$e sure tat no cleaning solution s&latters or
)ri&s into te !oo)3
Steps:
13 "i&e o!! loose )e&osits 4it a )a/& clot3
'o not use an0 a.rasive &a)s or cleansers3
23 Scru. 4it ot 4ater an) )etergent3
33 Re/ove stu..orn )e&osits 4it a &lastic
scru..er3
43 Rinse 4it clean 4ater1 an) &olis 4it a
)r0 so!t clot3
Booths8 Ta;les and Chairs8 etc.
13 Clean all sur!aces torougl0 4it so!t
)a/& clot3 'r0 torougl03
23 Clean in te !ollo4ing or)er:
a3 (o& o! centre )ivi)er3
.3 Boot .ac$s1 ten seats3 Extra care /ust
.e ta$en to /a$e certain all )e.ris is
re/ove) !ro/ .et4een te .oot .ac$
an) seat3
c3 "all le)ge at .ac$ o! .oot Bnext to
4allC Bor 4in)o4 sillC3
)3 (a.le to&3
e3 (a.le e)ges3
!3 =n)ersi)e o! ta.le3
g3 6ll outer 4oo) e)gings o! .oot seats
an) .ac$s3
3 Eollo4 sa/e &roce)ure in cleaning !ree9
stan)ing ta.les an) cairs3 Ensure tat
cair rungs an) legs are clean3
+emo"ing Trash
6ll tras cans in te entire restaurant area /ust
.e e/&tie) at te en) o! 0our si!t1 an) as
nee)e)3 8ever leave tras in te restaurant
overnigt3
%lastic liners soul) .e utili<e) in all tras cans3
Ma$e certain tere are &ro&er si<es !or eac
tras can3
Steps:
13 "en tras nee)s to .e e/&tie)1 ta$e a ol)
o! te tras can liner at te to&3 #i!t u&
sligtl01 an) sa$e te tras )o4n3 Set te
.ag .ac$ )o4n3
23 (ie te .ag at te to&1 using o&&osite corners
o! te to& o! te .ag3
33 Re/ove !ro/ tras can an) carr0 to
)u/&ster3
43 Clean tras can as )escri.e) .elo43
53 6llo4 tras can to )r01 an) &lace a liner
insi)e1 !ol)ing te to& over te to& o! te
tras can3
?ashing Trash Cans
Rinse cans 4it ot 4ater !ro/ te !aucet at te
can 4as area3 Because liners are use)1 te cans
are usuall0 not )irt03 5! cans are )irt01 use
)etergent solution to clean te/3 6!ter rinsing or
4asing te can1 &our out excess 4ater3 'r0 te
cans1 ten &ut in a clean liner3
Storage
6s a utilit0 &erson 0ou soul) .e a4are o!
&ro&er !oo) storage require/ents as 0ou /a0 .e
require) to assist in stoc$ storage3
13 'r0 goo)s are /ar$e) 4it te current )ate
an) store) on te .ac$ en) o! te sel!3 (is
allo4s te ol)est stoc$ to .e use) !irst3
23 Ero<en ite/s are also )ate) an) store) in te
4al$9in !ree<er in te sa/e !asion3
33 Eoo) soul) never .e store) in tin cans3
43 Re!rigerate) an) !ro<en !oo)s /ust al4a0s
.e covere)3
53 S&oons1 scoo&s1 la)les1 etc3 /ust never .e
le!t in store) !oo)3
63 Eoo) s&oils an) .eco/es )angerousl0
in!ecte) 4it .acteria 4en te te/&erature
o! te !oo) is .et4een 41E an) 14-E3 (is
is $no4n as te ?)anger <one@3
73 8ever &lace cases or crates in te !loor o!
te cooler or !ree<er3 6ll !oo) /ust .e at
least 6@ !ro/ te !loor3
Filling Ice Chest
(e ice cest /ust re/ain !ille) at all ti/es3
"en te ice cest gets lo41 .ring ice !ro/ te
ice /acine in a stainless steel .uc$et 4ic is
use) onl0 !or tis &ur&ose3 6l4a0s use te ice
scoo& to trans!er te ice3 'o not use &lastic
containers .ecause te0 can ar.our .acteria
tat can conta/inate te ice3
Steps:
13 Scoo& ice !ro/ te ice /acine into a
stainless steel .uc$et 4it an ice scoo&3
23 %lace ice in te ice .in3 Ma$e sure te .in is
covere)3
Ser"icing the Soft 9rin3 9ispenser
Ane e/&lo0ee is usuall0 assigne) to cec$ te
s0ru& tan$s an) CA2 tan$ at least once )ail03
But a tan$ /a0 .eco/e e/&t0 an0 ti/e1 an)
/ust .e re&lace) i//e)iatel03
5! 0ou tin$ a tan$ is lo4 or e/&t01 cec$ te
tan$ levels3 (e tan$s are usuall0 locate) in a
storage area3 5! te so!t )rin$ consistenc0
canges1 sus&ect a lo4 or e/&t0 tan$3
S&rup Tan3s
Sa$e te s0ru& tan$3 5! it is e/&t01 )isconnect it
an) re&lace it 4it a !ull tan$3 (e line can .e
)isconnecte) .0 an)3
6!ter te !ull tan$ is oo$e) u&1 .lee) te lines
.0 )is&ensing te .everage until its consistenc0
is nor/al3 Colour 4ill o!ten in)icate a &ro&er
/ix3 (aste te .everage i! 0ou are in )ou.t3
CO# Tan3s = 'mployees under the age of 1
should not change ()* tanks.
CA2 Bcar.on )ioxi)eC &rovi)es ?!i<<@ to so!t
)rin$s3 Beverages 4ill taste !lat i! te CA2 tan$
is lo4 or e/&t03
Canging te CA2 tan$ requires /ore care tan
canging s0ru& tan$s .ecause te gas is un)er
&ressure3 Eittings an) cou&lings are /a)e to
4itstan) eav0 &ressure3 +lways be sure that
the tank is secured in position and can,t fall
over. Be care!ul not to )ro& !ull an) e/&t0
tan$s3 (e tan$s soul) al4a0s ave a cain
secure) aroun) te/ to &revent acci)ental
ti&&ing3
Eull c0lin)ers ave .een $no4n to !all over1
.rea$ing te valve1 an) te esca&ing gas as
&ro&elle) te/ li$e a roc$et several un)re)
0ar)s3 These tanks can be extremely dangerous.
6l4a0s close te valve .e!ore canging a tan$3
"atc te &ressure gauge to .e sure it /oves to
<ero 4en te valve is close)3
6!ter te valve is close)1 use a 4renc to
)isconnect te ose3 "en te ne4 tan$ is
securel0 in &lace1 connect te line3 (en slo4l0
o&en te valve3 Cec$ !or lea$s1 4ic are
usuall0 in)icate) .0 a issing soun)3 6 tan$ /a0
.e lea$ing 4en &ressure 4ill not increase3
Close te valve an) cec$ te connecting line3
A!ten te 4aser in te cou&ling 4ill .e /issing
or 4ill .e set i/&ro&erl03 (igten or re&lace te
4aser1 reconnect te line1 an) o&en te valve
again3 5! te lea$ &ersists1 turn te valve o!! an)
contact 0our so!t )rin$ )ealer3 (e )ealer 4ill
co/e an) !ix te line3
Steps:
13 Cec$ te status o! te s0ru& tan$s3
23 5! a tan$ is e/&t01 cange it:
a3 'isconnect te e/&t0 can3
.3 Re/ove te e/&t0 tan$ !ro/ te rac$3
c3 %lace a !ull tan$ on te rac$ an) secure
te tan$ in &osition3
)3 Connect te lines to te !ull tan$3
e3 Store te e/&t0 tan$3
!3 %ress te )is&ensing lever an) allo4 te
.everage to !lo4 until it reaces its
nor/al consistenc03
33 Cec$ te gauge on te CA2 tan$ to
)eter/ine status3
43 5! te CA2 tan$ is e/&t01 cange it3
a3 Close te tan$ valve3
.3 'isconnect te ose using a 4renc3
83B3 'o not )ro& or )a/age te valve
c3 Connect te line to a !ull CA2 tan$3
)3 Ma$e sure a cain is connecte) aroun)
te tan$s to &revent te/ !ro/ !alling
)o4n3
e3 (urn te tan$ valve slo4l0 until it is !ull
o&en3
!3 Cec$ te line !or lea$s3
g3 Cec$ te &ressure gauge to /a$e sure
te &ressure is correct3
3 Store te e/&t0 CA2 tan$3 'o not )ro&
it in an0 4a03
i3 Buil) u& line &ressure .0 &ressing te
so)a .utton on eac )is&enser3
Filling the il3 9ispenser
5! allo4e) .0 ealt regulations1 0our restaurant
4ill ave a /il$ )is&enser3 5t /ust al4a0s .e
clean an) 4or$ing3 Clean an) !ill te /il$
)is&enser at te sa/e ti/e3
Be!ore canging te sac$1 /a$e sure it is reall0
e/&t03 So/eti/es /il$ gets caugt in !ol)s an)
te !lo4 is &ince) o!!3 #i!t te &lastic sac$ an)
let an0 /il$ !lo4 )o4n4ar)3
5! te sac$ is e/&t01 cange it accor)ing to te
ste&s outline) .elo43 Save te ar) &lastic
ol)er1 .ecause it is returna.le3
Steps:
13 Ma$e sure te ter/o/eter nee)le is in te
green <one3
23 #i!t te &lastic sac$ to /a$e sure no /il$ is
le!t3
33 5! te sac$ is e/&t01 &inc o!! te )is&ensing
ose a.ove te )is&ensing an)le3
43 Re/ove te ar) &lastic ol)er an) sac$3
53 Store te ol)er an) )iscar) te sac$3
63 Clean te insi)e o! te )is&enser3
73 Clean te )is&enser an)le3
+3 Det a !ull container o! /il$ !ro/ te 4al$9in
re!rigerator3
,3 %lace te container in te )is&enser 4it te
ose !acing te !ront at te .otto/3
1-3 (rea) te ose troug te an)le an)
re&lace te an)le3
113 Close te an)le an) cut te ose at te angle
an) lengt s&eci!ie) .0 local ealt la4s3
The Cappuccino achine
(e Ca&&uccino /acine as un)ergone
nu/erous re&airs1 &artl0 as a result o! a lac$ o!
regular /aintenance3 Eollo4ing tese gui)elines
soul) ensure &ro&er !unction an) te qualit0
&ro)uct it 4as )esigne) !or3
orning Staff
9ail& Flushing of Filters
13 Re/ove !ilter !ro/ one o! te co!!ee ol)ers
an) re&lace it 4it te .lan$ !ilter Bte one
4itout te olesC3
23 Scre4 it in as usual as i! 0ou 4ere /a$ing a
co!!ee3 *it te /anual on an) o!! !unction
on te touc9&a) 1- ti/es in a ro43 (is 4ill
!lus an0 oils an) co!!ee resi)ues le!t in an)
aroun) te !ilter3
33 =nscre4 te ol)er3 Rinse it out an) re&eat
tis &roce)ure 4it te oter )is&enser3
9a& and Night Staff
Bleeding the Steamers
13 Be!ore using te stea/er to eat /il$1 turn it
on !or a secon) to .lo4 out te 4ater in te
line3
23 6!ter stea/ing te /il$1 turn it on again to
.lo4 out an0 /il$ le!t in te stea/er tu.e3 5!
tis is not )one a!ter eac use1 resi)ual /il$
le!t in te tu.e 4ill eventuall0 en) u& in te
4ater reservoir1 turn sour an) a!!ect te
!lavour o! ever0 cu& 0ou /a$e3
9a& Staff
?ee3l& Cleaning 4ith Special 9etergent
13 Re&lace !ilter in an)le 4it .lan$3 6)) one
s&oon!ul o! Euro Milan Co!!ee 'etergent
an) scre4 into )is&enser3 %ress single cu&
on te touc &a) an) 4ait until it c0cles3
Re&eat tis several ti/es until soa& as
)issolve) !ull03 Re/ove an) rinse ol)er3
Re&eat !or oter )is&enser3 Elus .ot
)is&ensers several ti/es 4it no ol)er in
&lace to re/ove an0 soa& resi)ue3 (is
&roce)ure soul) .e )one once a 4ee$3
9a& Staff
?ee3l& 9raining and +efilling of Boiler
13 (urn .otto/ rigt $no. to ?-@3
23 (urn on ot 4ater )is&enser on le!t si)e an)
let te 4ater run until te reservoir is e/&t03
(urn $no. to ?1@ to re!ill tan$3 Cec$ 4ater
level gauge to con!ir/ it is !ull3
33 (urn $no. to ?2@ to eat 4ater reservoir to
4or$ing te/&erature1 a.out 2- /inutes3
(is &roce)ure soul) .e )one once a 4ee$3
#eave an)les in &lace in )is&ensers 4en not in
use3 (is el&s to $ee& 4asers in )is&ensers
!ro/ )r0ing out3
Appendix 6I)
Safet' #uidelines
Note: It is e(tremel& important that &ou read
the <ealth and Safet& anual and the Fire
Safet& %lan in &our Staff anual. The
material contained ;elo4 is a supplement.
Safet&
-afety should be foremost in every employee,s
mind at all times. .roper procedures should be
enforced/ in order to minimize the danger of
accidents. 0f you are under 1 years of age/ you
are forbidden to operate any of the following1
a3 A&erating or cleaning te slicer3
.3 A&erating or straining te )ee& !at !r0er3
c3 Canging CA2 tan$s3
Belo4 are so/e reco//en)ations !or restaurant
o&erations 4ic 4ill ai) in sa!er con)itions3
13 Be!ore /oving containers o! ot liqui)s1 .e
sure 0ou ave a clear1 soli) &lace to &ut
te/3 6lso .e sure tat 0ou ave a clear
&assage4a01 to eli/inate te &ossi.ilit0 o!
.u/&ing into so/eone3
23 'o not allo4 an)les o! an0 coo$ing
utensils to &rotru)e over te e)ge o! te
coo$ing area3 (urn te/ si)e4a0s to avoi)
aving te/ acci)entall0 struc$ .0
so/eone an) causing .urns !ro/ te
s&illage o! te ot contents3
33 (a$e care in stac$ing canne) an) .oxe)
!oo)s1 so te0 4ill not !all3 %lace te larger
an) eavier o.2ects in te lo4er sections o!
selves an) .ins3
43 S4inging )oors soul) .e o&ene) slo4l01
an) &ersonnel soul) al4a0s ta$e care
4en using te s4inging )oor3
53 8o e/&lo0ee 4ill .e allo4e) to o&erate
an0 /ecanical1 electrical1 or gas !orce)
equi&/ent until e7se as .ee instructe) in
its use1 an) autori<e) to o&erate it .0 te
/anager3
63 (ools suc as $nives an) oter sar&
utensils /ust .e $e&t in a rac$ 4en not in
use3 (ese tools /ust .e $e&t 4ell
sar&ene)3 %ever place knives or other
sharp tools in a drawer.
73 Sa!et0 guar)s &rovi)e) on /aciner0 /ust
always .e in &lace on te /aciner03 "en
a sa!et0 guar) is re/ove) !or te &ur&ose
o! /a$ing re&airs or cleaning1 re&lace it
.e!ore te equi&/ent is again &ut into
o&eration3
+3 Gitcen !loors /ust .e cec$e) constantl0
!or areas 4ere te !loor is slic$1 an) 4ere
sli&&ing coul) occur3 6 slic$ or a<ar)ous
!loor con)ition /ust .e correcte) an)7or
re&orte) to 0our su&ervisor3
,3 6ll storage !acilities !or !oo) stu!!s1 etc31
/ust .e cec$e) !requentl0 to insure goo)
ouse$ee&ing3
1-3 6ll $itcen an) restaurant &ersonnel are
require) to 4ear lo4 eele) soes 4it
non9s$i) soles3
113 E/&lo0ees /ust .e instructe) to re&ort an0
!ault0 s4itces1 !ra0e) electrical cor)s1 or
an0 /aciner0 4ic is )e!ective in an0
4a03 B(is /a0 .e a&&arent onl0 .0 te
noise 4ic te /acine /a$es3C
123 'o not turn on 4ater inlet valves an) leave
te area 4ile te0 are on3 (e0 /ust .e
turne) o!! .e!ore leaving te area1 even i!
leaving onl0 !or a /o/ent3
133 "atc !or 4et sli&&er0 !loors3 'o not 4al$ in
an area 4ic as 2ust .een /o&&e)1 until it
as )rie)3 Stan) .0 an) )irect oter &ersonnel
an) guests a4a0 !ro/ te 4et area3
143 6n0 s&illage /ust .e cleane) u&
immediately.
153 Gee& glass4are a4a0 !ro/ ice .ins1 use ice
scoop. 6voi) using glass4are in te
&re&aration o! !oo)3
163 Rest roo/s /ust .e given constant
ouse$ee&ing an) /aintenance cec$s3
173 6ll &u.lic aisles an) !loor s&ace /ust ave
continuous ouse$ee&ing3
1+3 'ises /ust .e &lace) securel0 in .us tu.s
so te0 4ill not sli& or !all 4ile te .us
tu. is .eing carrie) to te )is4aser3
1,3 "en /ats or runners are use) on te !loor
)uring incle/ent 4eater1 insure tat te0
lie !lat on te !loor an) are !ree !ro/ loo&s3
'o not use car).oar) or colla&se) cartons
on te !loor3
2-3 Constantl0 /onitor )is4aser
te/&eratures an) )is1 utensil1 an)
coo$4are a&&earance to ensure &ro&er
sanitation3
<and ?ashing and )lo"ing for Food
%rotection
(e e!!ectiveness o! an) 4asing in &reventing
te conta/ination o! !oo)s1 .0 te an)s o!
4or$ers1 is 4ell esta.lise)3 Even in te /e)ical
!iel)1 an) 4asing as .een universall0
acce&te) since 1+47 as a /eans o! re)ucing te
/ove/ent o! .acteria !ro/ one &atient to
anoter3 %resent regulations in te !oo) in)ustr0
require an) 4asing an) goo) &ersonal
0giene1 along 4it te use o! tongs an) oter
utensils to &revent te trans!er o! )angerous
ger/s to !oo)3 *o4ever1 stu)ies ave so4n
tat in general co/&liance to &ro&er an)9
4asing an) gloving &roce)ures is &oorI
5n te !oo) in)ustr0 te value o! gloving is
assu/e)1 .ut as not .een scienti!icall0 &roven3
Is the use of late( glo"es an adequate ;arrier
to pre"ent food contaminationB =nless correct
an) 4asing ste&s are !ollo4e)1 togeter 4it
&ro&er gloving &roce)ures1 te use o! gloves
/a0 actuall0 increase te ris$ o! .acterial .eing
a))e) to te tings 4e eat3
Because gloves .eco/e conta/inate) 4en te0
are &ut on1 te use o! gloves alone1 4itout an)
4asing1 )oes not &rotect te !oo) !ro/ .eing
conta/inate) .0 te !oo) service 4or$er3 *an)
4asing is sa!er tan gloving3 But i! gloves are
going to .e use)1 hand must ;e 4ashed first.
)uidelines That Should Be Follo4ed
5! latex gloves are use) in !oo) an)ling1 tese
gui)elines soul) .e care!ull0 !ollo4e) .0 !oo)
service &ersonnel3
13 Dloves soul) .e use) as an a))ition to1 not
a su.stitute !or1 an) 4asing3
23 'is&osa.le gloves soul) .e use) onl0 once
an) never .e 4ase) !or reuse3
33 Dloves soul) .e cange) a!ter co/&leting
eac in)ivi)ual !oo) &re&aration tas$3
43 5n te service area1 ne4 gloves /ust .e use)
!or eac client3 +emem;er to 4ash the
hands e"er& time ;efore putting on the
glo"esC
"en tese &oints are not !ollo4e)1 te
&ro.a.ilit0 o! !oo) conta/ination is increase)3
(e use o! gloves /a0 .e visuall0 &leasing to
0our guest .ut it can 2ust as easil0 lea) to a
costl0 !oo) &oisoning i! &ro&er &roce)ures are
not !ollo4e)3 *an) 4asing is 0our .est )e!ense
in sto&&ing ger/ trans!er to te !oo) 0ou serve3
(e &u.lic 4ill notice 0ou carr0ing out tis goo)
&ersonal 0giene &ractice too3 5t>s actuall0 /ore
econo/ical 68' sa!er3
<o4 9o >ou Ano4 ?hen A Food <as Been
Coo3ed To A Safe TemperatureB
=se a &ro.e ter/o/eter to insure tat a)equate
te/&eratures ave .een reace)3
Sa!e internal coo$ing te/&eratures are:
Eor all &oultr07stu!!ing: 74JC
Ater groun) /eats: 6+JC
%or$ Boter tan groun) /eatC: 66JC
Ater a<ar)ous !oo)s: 6-JC
<o4 do &ou 3no4 the thermometer is
registering the correct temperatureB
Cali.rate te ter/o/eter !ro/ ti/e to ti/e
es&eciall0 a!ter it as .een )ro&&e)3
Appendix 6II)
3atering #lossar'
Booster Seat. 6 s/all cair9li$e seat 4ic sits
on a cair or in a .oot1 to .ring s/all cil)ren
u& to ta.le level3
Bus Tu;. 6 rectangular ar) &lastic container1
generall0 use) !or ol)ing use) )ises1
silver4are1 glass4are etc3
Char=Broiler. Equi&/ent use) to coo$ !oo)s .0
)irect B!la/eC eat3
CO# Tan3s. Metal tan$s containing car.on
)ioxi)e1 connecte) to te so!t )rin$ )is&ensing
s0ste/1 4ic gives so!t )rin$s teir
car.onation B!i<<C3
Cold Cups. %a&er or &lastic cu&s or glasses use)
!or ol)ing col) )rin$s !or ta$e9out or)ers3
Concentrate. 6 liqui) or &o4)er 4ic /ust .e
)ilute) accor)ing to )irections to reac te
correct strengt3
Condensation %ans. %ans locate) in
re!rigeration units 4ic collect an) ol)
/oisture 4ic accu/ulates 4en col) an)
4ar/ air /ingle3
Condiments. Elavourings1 sauces1 etc3 4ic
acco/&an0 !oo)s1 i3e31 /ustar)1 catsu&1 2ell01
crac$ers1 tartar sauce1 etc3
Coo3-s Station. (e area in 4ic te &erson
coo$ing 4or$s: car9.roiler1 !lat grill1 t4o9
.urner stove1 san)4ic unit1 toasters1 4a!!le
irons1 /eat )ra4ers1 etc3
Cutting Board. 6 .oar) &lace) on te coo$>s
station or use) in te &re& area to &lace !oo)s
4ic /ust .e cut3
9eep Fr&er. Equi&/ent 4ic ol)s a large
a/ount o! coo$ing oil into 4ic !oo)s are
i//erse) !or coo$ing3
9ispenser. 6 /acine 4ic ol)s !oo)s or
.everages1 an) 4ic releases te/ into a
container .0 &ressing or &ulling a lever or
.utton3
!ntree. (e /ain course o! a /eal3
Filter. %a&er or oter /aterial use) to strain
B!ilterC liqui)s or air to re/ove !oreign
su.stances3
Filter Bas3et. 6 re/ova.le .as$et1 4it a
an)le3 6 co!!ee !ilter an) groun) co!!ee are
&lace) in it an) it is &lace) in te co!!ee /a$er
&rior to .re4ing te co!!ee3
Flat )rill. 6 !lat1 eate)1 /etal sur!ace on
4ic !oo)s are coo$e)3
)arnish. 6n ite/ use) to /a$e a !oo) serving
/ore attractive1 suc as &arsle01 orange slice1
etc3
)as3et. 6 ru..er e)ging !or )oors1 )ra4ers1
etc31 4ic li/its te excange o! air .et4een
te interior an) exterior3
)rill Bric3. 6 .ric$9sa&e) .loc$ o! cleaning
/aterials1 use) to re/ove car.on )e&osits !ro/
te !lat grill3
)rill Scraper. 6 s&atula sa&e) utensil1 use) !or
scra&ing car.on )e&osits !ro/ te !lat grill3
)uest Chec3. (e &rinte) !or/ on 4ic guest>s
!oo) or)ers are 4ritten1 an) te a/ount o! te
&urcases recor)e) !or &resentation to te casier3
)uest Chec3 Boo3. 6 s&eci!ie) nu/.er o!
guest cec$s1 sequentiall0 nu/.ere)3
<igh Chair. 6 s/all cair on tall legs1 4it a
tra0 attace)1 !or ol)ing in!ants an) s/all
cil)ren !or !ee)ing3
<olding Tan3. 6 tan$ locate) in )is&ensing
/acines 4ic ol)s te &ro)uct or concentrate
4ic te /acine )is&enses3
Ice Chest. 6 container locate) in te counter
4ic ol)s ice3
Ice achine. 6 large !ree<ing /acine1 4ic
/a$es an) ol)s ice3
Ice Scoop. 6 /etal utensil1 sovel sa&e)1 use)
!or an)ling ice3
Ladle. 6 cu& or .o4l sa&e) utensil1 4it a long
an)le1 use) !or )i&&ing u& liqui)s3
Lettuce Liners. Aut leaves o! lettuce use) to
)ecorativel0 line )ise) suc as colesla41 &lace)
in .o4ls or on &lates1 an) oter !oo)s &lace) on
te/3
Line. Bi3e3 coo$>s lineC (e equi&/ent an) !oo)s
necessar0 !or te &ro&er coo$ing an) &lating o!
!oo)s3
icro4a"e O"en. 6 coo$ing1 eating /eto)
using /icro4aves to coo$ an) or eat3
i(ing. Blen)ing togeter te ingre)ients o! a
given !oo) ite/3
on3e& 9ish. 6 s/all roun) .o4l3 Ma0 also .e
calle) !ruit )is1 na&&ie etc3
Order. (e !oo)s an) .everages requeste) .0 a
guest an) 4ritten on te guest cec$3
O"erflo4 Tra&. 6 tra01 usuall0 re/ova.le1
locate) at te lo4er !ront o! a )is&ensing
/acine 4ic catces )ri&&ings3
%lastic @tensils. %lastic $nives1 !or$s1 s&oons1
etc31 &ac$age) 4it carr09out or)er3
%lastic Film8 Or Film. 6 tin clear &lastic1
usuall0 !oun) in rolls1 use) to cover an) 4ra&
!oo)s !or storage3
%ot Sin3. Sin$ BsC locate) in te rear &re& area
4ic are use) !or 4asing &ots an) large
utensils3 =suall0 a series o! tree or !our sin$s3
+esidues. Materials 4ic are le!t 4en te
.ul$ o! /aterial is gone3 S&latters1 )ri&s1
cru/.s1 etc3 are resi)ues3
Salad Station. (e area 4ere all &re&are)
sala) ingre)ients are $e&t3
Scale. Equi&/ent use) to )eter/ine te 4eigt
o! a &ro)uct3
Scrap Sin3. 6 sin$ locate) on te use) )is ta.le
o! te )is 4asing /acine1 into 4ic all scra&s
le!t on utensils are scra&e) &rior to te )is .eing
&lace) in te )is 4asing /acine )is rac$3
Ser"ice Area. (e assigne) area in 4ic te
!oo) server is )esignate) to serve guests an)
atten) to si)e )uties3
Ser"er-s Station. (e ca.inet1 sel!1 etc31 4ic
contains tose ite/s nee)e) .0 te server !or
co/&letion o! guest service: i3e3 con)i/ents1 .us
tu.1 .ooster cair1 etc3
Side=Order. 6 !oo) or)ere) as an
acco/&ani/ent to an entree1 suc as onion
rings1 Erenc !ries1 etc3
Side ?or3. Cleaning1 stoc$ing1 &re& 4or$1 etc31
)uties 4ic a !oo) server an) coo$ /ust
&er!or/ 4en not serving guests3
S3immer. 6 long an)le)1 &er!orate) s&atula9
li$e o.2ect1 use) !or re/oving !oreign /aterials
!ro/ a liqui)1 suc as )e.ris !ro/ te !r0er3
Slicer. Equi&/ent use) to cut !oo) into tin
slices3
Soup Station. (e area 4ere te sou& &ots are
locate)3
SoufflD Cups. S/all &a&er cu&s1 usuall0 !lute)1
4ic ol) con)i/ents an) sauces3
Spatula. 6 long an)le) utensil1 4it a !lat1
.roa) .ase1 use) !or turning !oo)s3
S&rup Tan3s. C0lin)rical /etal tan$s
containing te s0ru& concentrate 4ic is !e)
into te so!t )rin$ )is&enser3
Ta;le 9ispensers. Containers !or ol)ing sugar
&ac$ets1 salt an) &e&&er1 etc3
Tha4ing. (o allo4 a &ro)uct to cange !ro/ a
!ro<en state to an un!ro<en state3
Tic3et Bar. 6 /etal .ar1 4it cli&&ing Bol)ingC
action1 4ere guest cec$s are &lace) 4ile te
coo$ &re&ares te or)er3
To=)o. Ar)ers 4ic 4ill .e ta$en a4a0 !ro/
te restaurant to .e eaten3
Traps. Eiltering s0ste/s 4ic catc !oreign
/aterials3
@nderliner. 6 &late or saucer use) un)er
anoter )is 4en it is serve)3
@tensils. 6 ter/ use) to )esignate suc ite/s as
)ises1 silver4are1 &ots1 etc3
Eendor. (e !ir/ !ro/ 4ic su&&lies are
&urcase)3
?al3=In Free5erF+efrigerator. #arge !ree<ing
an) re!rigerate) units into 4ic a &erson can
4al$3
?edge. 6 ter/ use) to )esignate a &articular cut
o! to/ato1 le/on1 etc3 5te/ is cut !ro/ ste/ to
.losso/ en)1 an) ten into te nu/.er o!
4e)ges )esignate)3
6ur &otel
6ur .ddress, 6ur 1ity, 6ur /rovince, 6ur /ostal 1ode
Ac$no*ledgement of 2eceipt of Food C Beverage Aanual
I ac)nowledge that I have received my personal copy of 6ur &otel 'ood 9 :everage
Manual. In consideration of my employment with the &otel, I agree to read, o0serve,
and a0ide 0y the conditions of employment, policies and rules contained in this manual.
I understand this manual is designed for ;uic) reference and general information and
sets forth many 0ut not all of the &otel8s policies and guidelines under which the &otel
operates. I also ac)nowledge that this manual is not in any way intended as a contract of
employment.
I understand that the policies and procedures descri0ed in this manual are for the
purposes of the information only and may 0e amended or modified 0y the &otel at any
time, with or without prior notice.

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