Professional Documents
Culture Documents
The Restaurant is clean, laid up and in good repair, ready for GUEST Service 15 minutes before service times.
PERFORMANCE STANDARD
The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance
of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
Service areas clean, free from damage and ready for use.
Table items are clean and correctly laid up ready for food and drink
service.
Menus, wine lists and promotional items are checked and ready for
service.
GUEST SERVICE
STANDARD
Tables are laid up with the required cutlery, crockery, glassware and condiments in accordance with the type of meal to be
served, and in accordance with the Hotels standards.
PERFORMANCE STANDARD
The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance
of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
Table cloths or table mats are checked and are clean, free of tears
or stains and in good repair.
Tables are correctly positioned and free of wobbles. Seats are free
from debris and damage and are clean and correctly positioned.
Check cruets clean and filled. Empty sugar bowl, wipe and refill with
sugar sachets.
GUEST SERVICE
STANDARD
GUESTS are greeted and seated upon entering the Restaurant and billing procedures completed. The GUEST is able to
complete a full breakfast within 30 minutes of having been seated.
PERFORMANCE STANDARD
The employee must be able to provide table service (breakfast service) in an effective, prioritised and organised manner. The employee must understand the importance of
carrying out service tasks in such a way that GUESTs needs are the priority.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
Dirty plates, glasses and cutlery are cleared and replaced as soon
as possible after GUEST has completed any course.
Plates are cleared from the GUEST's right hand side. Check
sufficient and appropriate cutlery on table.
Place a clean ashtray upside down over the dirty ashtray so that
it forms a lid. Lift both ashtrays from table. Turn clean ashtray
upright and place it on the table.
GUEST SERVICE
STANDARD
A full breakfast buffet with all specified items is available to the GUEST during specified service times. The breakfast buffet is
maintained during service with items being replenished as necessary.
PERFORMANCE STANDARD
The employee must be able to prepare a breakfast buffet in an effective, attractive, hygienic and organised manner. The employee must understand the importance of
prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
The Breakfast Buffet is clean and all items correctly positioned for
food service.
Table linen and decorative display items are clean, free from
damage and correctly arranged for food service.
Plates and crockery on buffet are checked for cleanliness and are
sufficient for service (and at appropriate temperature).
GUEST SERVICE
STANDARD
Tables are laid up with the required cutlery, crockery, glassware and condiments in accordance with the type of meal to be
served, and in accordance with the Hotels standards.
PERFORMANCE STANDARD
The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance
of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
Table cloths or Table mats are checked and are clean, free of tears
or stains and in good repair.
Tables are correctly positioned and free of wobbles. Seats are free
from debris and damage and are clean and correctly positioned.
The wine glass is placed to the right of the cover, above the Meat
knife.
Check cruets clean and filled. Empty sugar bowl, wipe and refill.
GUEST SERVICE
STANDARD
PERFORMANCE STANDARD
The employee must be able to provide table service (lunch/ dinner service), including table drink service, in an effective, prioritised and organised manner. The employee
must understand the importance of carrying out service tasks in such a way that GUESTs needs are the priority.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
GUESTS are presented with the Wine List and preliminary drinks orders are taken and served, within the service times, to the
required service standard.
The employee must be able to provide table drink service, in an efficient, organised manner. The employee must understand the importance of carrying out tasks in such a
way that GUESTs needs are the priority.
PERFORMANCE STANDARD
The employee must be able to assist GUESTS in choosing a bottle of wine and serve the wine in the appropriate manner. The employee must have a good knowledge of
the wines on the wine list.
GUEST SERVICE STANDARD
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
GUEST SERVICE
STANDARD
The employee must be able to provide table food and drink service, in an efficient, organised manner. The employee must understand the importance of carrying out tasks
in such a way that GUESTs needs are the priority.
PERFORMANCE STANDARD
The employee must be able to assist GUESTS in choosing a bottle of wine and serve the wine in the appropriate manner. The employee must have a good knowledge of
the wines on the wine list.
GUEST SERVICE STANDARD
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
Menus are collected from the GUESTS and order placed with
Kitchen.
GUEST SERVICE
STANDARD
PERFORMANCE STANDARD
The employee must be able to assist GUESTS in choosing a bottle of wine and serve the wine in the appropriate manner. The employee must have a good knowledge of
the wines on the wine list.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
The GUEST is presented with the Wine List informed of any wines
that are not available.
The GUEST is asked if they wish to order wine with their meal.
The GUEST is presented with the bottle of wine and, upon approval,
the wine is opened.
Present the bottle in the palm of the hand to the host or the
person who ordered the wine, with the label facing them so the
GUEST can read the label.
Only open the wine once the host is satisfied.
If possible, open the wine at a sideboard or away from the table
(but still in view of the GUEST).
Ensure sufficient wine glasses are on the table.
Wine is served at the appropriate temperature, in the appropriate
glasses
The host is poured a small amount to taste and, when the host has
approved, the other GUESTS are served and then the Hosts glass
is filled.
When the bottle is empty, the Host is asked if they wish another
bottle of the same wine or if they wish to see the wine list.
Pour from the GUESTs right hand side. Do not overfill glasses:
for white wine and for red.
Check if the GUESTS would like more wine by presenting the
wine bottle to them.
GUEST SERVICE
STANDARD
GUESTs orders are delivered to the table, within the required service times, and served appropriately to the service standard
required.
PERFORMANCE STANDARD
The employee must be able to provide table food service, in an efficient, organised manner. The employee must understand the importance of carrying out tasks in such a
way that GUESTs needs are the priority.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
All dishes of one course are served at the same time. Dishes are
identified when placed in front of the GUEST.
Dessert and/ or coffee service is completed. Restaurant dockets are accurately prepared and presented.
Payment is processed with minimum delay and inconvenience to the GUEST.
PERFORMANCE STANDARD
The employee should be able to capture and maintain data in a computer / billing system and produce a complete GUEST docket.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
The docket is removed once it is seen that the GUEST has placed
money, a credit card or has signed the bill, and the transaction is
processed.
The Room Service Area is clean, correctly stocked and laid up prior to and during service times. Sufficient food and beverage,
crockery, cutlery, linen and equipment stocks are available and are checked prior to service.
PERFORMANCE STANDARD
The employee must be able to prepare for room service in a hygienic, competent and organised manner. The employee must understand the importance of preparing the
room service area within determined time frames in order to maximise GUEST satisfaction.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
The Room Service area is clean and service equipment clean and
correctly located for use.
Sufficient stocks of food items, crockery, cutlery, linen and service
equipment is available and ready for service.
All room service items (incl. trays) are set up for service.
GUEST SERVICE
STANDARD
The Room Service GUEST Service phone is answered within 3 rings and Room Service orders and requests are accurately
recorded in an efficient and courteous manner.
PERFORMANCE STANDARD
The employee must be able to provide a Room Service in a way that promotes the organisation and encourages repeat business. The employee must understand the
importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
ORDER TAKING
Where possible, use the GUEST's name while taking the order.
The time the order was taken must be noted on the docket.
15 minutes
20 minutes
20 - 30 minutes
GUEST SERVICE
STANDARD
Room Service trays are correctly laid up with crockery, cutlery, glassware, linen and condiments in accordance with the GUESTs
Food or Beverage order.
PERFORMANCE STANDARD
The employee must be able to provide a Room Service in a way that promotes the organisation and encourages repeat business. The employee must understand the
importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
TRAY LAYUP
The Room Service tray is covered with a fresh linen tray cloth/
covering, clean and without tears or stains.
All food items are covered (e.g. milk jugs, salads, etc)
GUEST SERVICE
STANDARD
PERFORMANCE STANDARD
The employee must be able to provide a Room Service in a way that promotes the organisation and encourages repeat business. The employee must understand the
importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction.
The employee should be able to capture and maintain data in a computer / billing system and produce a complete GUEST docket.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
DELIVERY
Inform the GUEST that he may telephone Room Service for tray
collection or may place tray outside Room.
The Bar is clean and stocked 15 minutes before scheduled service times with sufficient stocks, at the required temperatures, for
full service period.
GUEST SERVICE
STANDARD
The employee must be able to prepare drink service areas in a hygienic, proficient and systematic manner. The employee must understand the importance of preparing the
drink service area within determined time frames in order to maximise GUEST satisfaction.
Each Employee must be able to clean and handle glassware in an efficient, hygienic and organised manner. The Employee must understand the importance of preparing the
glassware and cleaning area within the specified time frames.
PERFORMANCE STANDARD
Each Employee must be able to prepare drink machines/equipment in a hygienic, efficient and systematic manner. The Employee must understand the importance of preparing
the drink machines/equipment in accordance with specifications
Each Employee must be able to prepare for use of kegs and gas cylinders. The Employee must be able to check for faults understand the importance of carrying out his
tasks according to specifications.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
Stocks for bar service are replenished to the required levels and
are stored and correctly arranged for service.
Bar furniture and counter/ table items are checked, clean and
correctly arranged.
GUEST SERVICE
STANDARD
Drinks and beverages are served to GUESTS, at the appropriate temperature and in the correct glasses, with appropriate mixers,
promptly and courteously.
PERFORMANCE STANDARD
The employee must be able to provide a Bar Service in a way that promotes the organisation and encourages repeat business. The employee must understand the
importance of providing an efficient service within the designated time frames in order to maximise GUEST satisfaction.
The employee should be able to capture and maintain data in a computer / billing system and produce a complete GUEST docket.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
Check glasses clean and polished before serving the order- beer
glasses should be chilled.
Ask the GUEST if you may pour the drink for him/ her.
Conference Rooms are set up as per the GUEST's requirements and the Function Sheet. All equipment is correctly set up and
checked prior to the Conference taking place. The Function Room is clean and tables laid to the required standard.
PERFORMANCE STANDARD
Each Employee must be able to prepare Function Rooms for service in an effective, hygienic and organised manner. The Employee must understand the importance of
preparing the service area within the specified time frames.
ADDITIONAL INFORMATION
COMPETENCY ASSESSMENT
What must the Employee KNOW/ BE ABLE TO DO)
Tables are laid with the appropriate linen/ coverings. Linen is free
from tears and damage.
Sufficient pens are provided for the Flip Chart. Pens are checked
that all are working.