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This document provides an orientation manual for food and beverage staff at a hotel restaurant/banquet facility. It outlines policies, procedures, and expectations for excellent guest service. New employees will undergo training over their first seven days covering topics like safety, accessibility, alcohol service, menus, and banquet setup and service tasks. Teamwork is emphasized, as the focus is on consistently delivering a hassle-free experience that meets the hotel's high standards and guarantees guest satisfaction.
This document provides an orientation manual for food and beverage staff at a hotel restaurant/banquet facility. It outlines policies, procedures, and expectations for excellent guest service. New employees will undergo training over their first seven days covering topics like safety, accessibility, alcohol service, menus, and banquet setup and service tasks. Teamwork is emphasized, as the focus is on consistently delivering a hassle-free experience that meets the hotel's high standards and guarantees guest satisfaction.
This document provides an orientation manual for food and beverage staff at a hotel restaurant/banquet facility. It outlines policies, procedures, and expectations for excellent guest service. New employees will undergo training over their first seven days covering topics like safety, accessibility, alcohol service, menus, and banquet setup and service tasks. Teamwork is emphasized, as the focus is on consistently delivering a hassle-free experience that meets the hotel's high standards and guarantees guest satisfaction.
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 We Train Hotels.com 1 you operate in a union environment, that the words stay within the context of the existing union contract.) We Train Hotels.com 2 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 We Train Hotels.com 3 #erving....................................................... 24 We Train Hotels.com 4 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> We Train Hotels.com 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 We Train Hotels.com 6 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 We Train Hotels.com 7 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 $mergency #ituations H 1anadians with Disa0ilities H =ost and 'ound %he %as) =ist for :an;uet #etup and #ervice We Train Hotels.com Sales & Catering Manager Your Restaurant Banquet Executive Ce! Restaurant Manager Banquet Manager Sous Ce! Si!t Manager "ait Sta!! #ine Coo$ %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 $;uipment %erms (lassware %ypes and 7se 1hina #ilverware =inens and Cap)in 'olding #tandard %a0le #etup #pecifications We Train Hotels.com , The /o0 Brea$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 We Train Hotels.com 1- &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 $vents %as) +? -efresh Meeting -ooms %as) 2, /repare 1offee %as) 2+ /repare Iced %ea %as) 22 /repare and #erve &ot %ea %as) 24 #et3up /orta0le :ars %as) 25 #et3up and Decorate :uffets %as) 2" 'old Cap)ins for :an;uets %as) 2* /lace %a0lecloths on 'unction -oom %a0les We Train Hotels.com 11 We Train Hotels.com 12 &a' =) -eview Day " (/lan additional training time, if necessary) The /o0 Brea$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 $mployee performs some tas)s while the trainer o0serves .dd more tas)s as the employee progresses We Train Hotels.com 13 Policies and Procedures #round 2ules 6ur purpose, as a catering facility, is to serve well3prepared and well3plated, high ;uality fresh food and 0everage in the most efficient and friendly manner possi0le. %he intended results areN a very 0usy operation actually created 0y a staff which is Bma)ing it wor)D 33 Bma)ing it successfulD. In order for your catering facility to wor), it8s necessary to have ground rules that support us in getting our Fo0 done. Attendance e8re counting on youI You must 0e on the floor, dressed and ready to wor) +, minutes 0efore your shift. You8re re;uired to 0e at wor) every day you are scheduled. If an emergency should occur that would not permit you to wor), you must get in touch with your manager (not another employee) no less than three hours in advance. If an unusual circumstance occurs that would cause you to 0e late (even " minutes), call a manager (not another employee) and let them )now ahead of time. .ttendance records are )ept for each employee and are used in employee evaluations. Arriving At Wor$ +. 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. We Train Hotels.com 14 H #mile. H .0ove all, listen. 'ewer mista)es occur when you are alert to the guest. We Train Hotels.com 15 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. We Train Hotels.com 16 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. We Train Hotels.com 17 &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. We Train Hotels.com 1+ -emem0er, the legal drin)ing age is +?. We Train Hotels.com 1, 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 We Train Hotels.com 2- +*. &epartmental Aeetings 3 #ee #taff Manual 3auses for Personnel Action ? 2eprimand To &ismissal O #ee #taff Manual We Train Hotels.com 21 #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 We Train Hotels.com 22 Personal "a0its #ee #taff Manual We Train Hotels.com 23 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 We Train Hotels.com 24 as ordered. If the stea) sits there, give a total refund on the meal...and again, you might offer a free dessert to help. We Train Hotels.com 25 %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. We Train Hotels.com 26 <. 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. We Train Hotels.com 27 . 1omplete Description of the :an;uet 'acility at Your &otel We Train Hotels.com 2+ Aapping the Ban-uet and 3onference Facilit' at %our "otel We Train Hotels.com 2, 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. We Train Hotels.com 3- 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. ($mergency situations are exceptions). 2. You are not permitted to give out any personal information over the phone. 'or exampleN phone num0ersG schedules to anyone except staff mem0ers. 4. hen a staff mem0er calls to inform us that they will 0e a0sent or late, you are to call or inform the supervisor on duty. 5. .ll messages are to 0e ta)en on the appropriate message pad, and not on a scrap piece of paper. We Train Hotels.com 31 We Train Hotels.com 32 "o* to Ta$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. We Train Hotels.com 33 "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$fast We Train Hotels.com 34 3 .s soon as one of your ta0les has 0een seated, get a pot of coffee, a pitcher of orange Fuice, and approach the ta0le within *, seconds with a #MI=$ and good eye contact. B(ood morning, would you li)e some coffee and some freshly s;ueeEed orange FuiceKD We Train Hotels.com 35 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. We Train Hotels.com 36 /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. We Train Hotels.com 37 &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. We Train Hotels.com 3+ We Train Hotels.com 3, 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 We Train Hotels.com 4- 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). We Train Hotels.com 41 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. $fficiently and quietly stac) dishes in a tu0 or on a tray. #tac)ing each type of dish We Train Hotels.com 42 on top of each other will ma)e it easier to unload and stac) at your wor) station. 4. /ut all silverware in the side 0in or in a porta0le 0in. 5. If the ashtray needs to 0e washed, remove it and replace it with a clean one. ". 1hec) the ta0lecloth. 1hange if torn, patched or dirty. We Train Hotels.com 43 *. ipe the seats, again ma)ing sure to remove any food particles from the seat surfaces. <. 1hec) the floor underneath and around the ta0le and remove any items that may have fallen from the ta0le (nap)ins, food or utensil wrappers, etc.). Ta0le Set,up +. :ring clean silverware and nap)ins to the ta0le. 1hec) the nap)ins for tears. /lace them on the ta0le according to your manager8s instructions. 2. /lace clean coffee cups and/or water go0lets on the ta0le. Cow chec) to ma)e sure that each seat at the ta0le has a complete set3up ()nife, for), spoon, nap)in, coffee cup, water go0let, etc.). 4. .rrange each set3up carefully so that the ta0le appears clean and organiEed. 5. .lways ma)e sure that each ta0le has all the re;uired condiments (sugar, salt, and pepper sha)ers, etc.). &ining 2oom Appearance .n important part of your Fo0 is maintaining the cleanliness of the dining room. . dirty or sloppy dining room may ma)e our guests feel that the conference facility is unsanitary. -emem0er, to pay close attention to the following areas so that our guests will feel comforta0le dining with usN +. :e aware of the condition of the entire room, not Fust the ta0le or areas that you are wor)ing on. 2. /ic) up any trash that may have fallen to the floor. 4. @eep your eyes open 3 notice any ta0les or chairs that are out of place. .rrange the ta0les neatly and place the chairs in the proper position. Than$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$fast Service +. #reeting the #uest O .c)nowledge the guest immediatelyI We Train Hotels.com 44 %he host/hostess must greet the guest immediately with a #MI=$ 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. We Train Hotels.com 45 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. We Train Hotels.com 46 >. .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 We Train Hotels.com 47 +,. 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 +. #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 afternoonI elcome to Your -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=$, saying BI8ll 0e right with you O than) you for waitingD. 2. Seating the #uest %he host/hostess must show the guests to their ta0le 0y the most direct route. /ic)ing up the correct num0er of menus, he/she will say, B-ight this wayD, or B'ollow me, pleaseD. (If there is a salad 0ar, host/hostess should explain the offerings availa0le and the procedures involved if the guest chooses this option. .t the ta0le, the host/hostess will extend the applica0le courtesies. /ull chair out (for women) and after everyone is seated, hand open menus to each guest (children8s menu to children) saying, B$nFoy your lunchD. We Train Hotels.com 4+ 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. We Train Hotels.com 4, 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=$, B(ood afternoon, I8ll 0e with you in a minuteD. 3 If you notice that a party is sitting unac)nowledged in someone else8s station, say with a #MI=$, 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, 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.) ++. 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. We Train Hotels.com 5- +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. We Train Hotels.com 51 +*. %hroughout the meal, servers must constantly wal) through their stations and thin) of what they can do at each ta0le. %hey shouldN a. @eep coc)tails, 0eer, wine and other 0everages refilled. 0. 1hange ashtrays c. 1lear dirty plates, glasses, silverware and paper. -eset ta0les. d. &andle guest8s re;uests. e. (reet new ta0les within *, seconds. f. 1hec) on )itchen orders. g. -efill coffee, hot water and water. h. @eep the side stations stoc)ed. +<. %he server and host/hostess will than) the guests again as they are leaving. The ssentials of &inner 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 eveningI elcome to Your -estaurantID 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=$, saying BI8ll 0e right with you O than) you for waitingD. 2. Seating the #uest %he host/hostess must show the guests to their ta0le 0y the most direct route. /ic)ing up the correct num0er of menus, he/she will say, B-ight this wayD, or B'ollow me, pleaseD. :e sure to point out any visi0le menu items, such as desserts or the 0uffet. .t the ta0le, the host/hostess will extend the applica0le courtesies. /ull chair out (for women) and after everyone is seated, had open menus to each guest (children8s menu to children) saying, B$nFoy your dinnerD. 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 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 We Train Hotels.com 52 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. We Train Hotels.com 53 3 If you cannot ta)e the 0everage order within *, seconds, say with a #MI=$, B(ood evening, I8ll 0e with you in a minuteD. 3 If you notice that a party is sitting unac)nowledged in someone else8s station, say with a #MI=$, 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, 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.) #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. We Train Hotels.com 54 +>. .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. We Train Hotels.com 55 22. %hroughout the meal, servers must constantly wal) through their stations and thin) of what they can do at each ta0le. %hey shouldN a. @eep coc)tails, 0eer, wine and other 0everages refilled.. 0. 1hange ashtrays c. 1lear dirty plates, glasses, silverware and paper. -eset ta0les. d. &andle guest8s re;uests. e. (reet new ta0les within *, seconds. f. 1hec) on )itchen orders. g. -efill coffee, hot water and water. h. @eep the side stations stoc)ed. 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) We Train Hotels.com 56 3 %han) guest. 3 Inform guest a0out removal of tray. 3 ish guest a pleasant day (evening). 3 &ave guest sign chec) We Train Hotels.com 57 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. We Train Hotels.com 5+ .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. We Train Hotels.com 5, 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 We Train Hotels.com 6- 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. We Train Hotels.com 61 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 We Train Hotels.com 62 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 We Train Hotels.com 63 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 We Train Hotels.com 64 %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. We Train Hotels.com 65 XN &ow do you )now what to suggestK .N :y understanding your menu completely. We Train Hotels.com 66 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 We Train Hotels.com 67 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!. We Train Hotels.com 6+ #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. We Train Hotels.com 6, #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. We Train Hotels.com 7- 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. We Train Hotels.com 71 We Train Hotels.com 72 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. We Train Hotels.com 73 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 We Train Hotels.com 74 We Train Hotels.com 75 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. We Train Hotels.com 76 (N .re the soups any goodK #N I don8t really li)e them. (N hat do you suggestK We Train Hotels.com 77 #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 $xplanation of itemsN In order to 0e a0le to perform your duties and give the guest information a0out food, you will have to 0e a0le to explain various items 0yN 3 /reparation Method O @now the preparation method. You will have to answer ;uestions concerning certain menu items. If you don8t )now your menu, the guest8s impression of the restaurant will not 0e very good. 3 Ingredients O @now what ingredients are in menu items. 3 /reparation %ime O @now preparation time for all menu items. Other Selling Tools We Train Hotels.com 7+ /able /ents are used fre;uently to promote special food and/or 0everage items or special occasions (i.e. holidays). "ood and +everage 1isplays such as hors d8oeuvres carts, dessert carts, martini carts, etc. are very effective sales tools, permitting the guest to ma)e his/her selection visually and maximiEing sales and profits for the operation and for you. We Train Hotels.com 7, Selling Words %he following descriptive words should aid you in achieving interesting suggestive selling phrases that help you sellN Fruits 6egeta0les Aeats Breads Auffins 3a$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). We Train Hotels.com +- 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 We Train Hotels.com +1 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) We Train Hotels.com +2 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 We Train Hotels.com +3 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. We Train Hotels.com +4 2*. aiters standing with their arms folded. We Train Hotels.com +5 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 " $inin) roo#( Kot Smiling Yes you have a tough Fo0. :ut remem0er, it is also your livelihood and income. We Train Hotels.com +6 The Kitchen The Kitchen 2outine &ail' Tas$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. $xampleN vegeta0les, potatoes, Fus etc. 3 (et staff ready to serve 3 Do up a show plate 3 #tart serving the function Z/resentation is everything you eat with your eyes first 3 .lways remem0er to 0e consistent with the vegeta0les, potato, sauce etc. 3 1hef or #ous 1hef (s) should )eep there eyes on the portion siEes ZIf you start off too heavy chances are you could run out if too little plates loo) We Train Hotels.com +7 empty guest not happy) 3 'inish the dessert with the appropriate topping or garnish We Train Hotels.com ++ Points to 2emem0er 3 .lways prepare "J more than the guaranteed num0er (i.e. +"4 x "J W+*, meals) 3 1ertain menu items are 0ased on +V piece per person ($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 We Train Hotels.com +, Suppliers =ist all #uppliers with addresses, contacts, goods supplied etc. We Train Hotels.com ,- We Train Hotels.com ,1 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 We Train Hotels.com ,2 mixture then add the rest. 5our into proper dishes. 6ook in a water bath until firm but slightly !iggly in the centre. We Train Hotels.com ,3 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)) We Train Hotels.com ,4 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 We Train Hotels.com ,5 <. 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 We Train Hotels.com ,6 Fudgement is never completely mastered rather it is a goal towards which one should continuity strive. We Train Hotels.com ,7 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 We Train Hotels.com ,+ %here are two ways you can forecast the hours you need for the function. We Train Hotels.com ,, +. 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 We Train Hotels.com 1-- relevance to the menu or to what they are preparing. %he chef must also )now the expected yields of the food items. $xample, meats We Train Hotels.com 1-1 &ere comes the math part. If your stea) dinner cost you Q5.>> to prepare (vegeta0le, potato, +, oE stea), sauce, salad to start) for you to achieve a 4,J food cost you sell the dinner for Q+*.2* (Q+*.",). &ow did we achieve this num0erK You ta)e Q5.>> divided 0y 4,J should come to Q+*.2*. -ound it off to Q+*.2" or Q+*.",. %his does not always wor). You have to determine if your guests will pay this price and you have to chec) the local competition to see what they are selling it for. #o your food cost could 0e higher or lower...it all depends on what8s going on around you. %he other items on your menu should 0e at lower cost to help give your menu a good mix so that it 0alances out at a good food cost (4>35,J). Your 0an;uet menu should 0e your cash cow you do high volume with a low cost. %o 0e successful in the 0an;uet part of it, you must have good price shopping s)ills to get the 0est price for the ;uantity that you are 0uying. -efer to the purchasing part of this. You also must 0e different from the rest. You have to realiEe that all 0an;uet halls are somewhat the same (menu selection, room siEe, etc.). #o you have to separate yourself from the rest (dare to 0e different). You have to serve excellent ;uality food (0eef vs. shoe leather, tender chic)en vs. ru00er chic)en) and it has to 0e served hot and ;uic) )eeping in mind plate presentation...C6 #=6//IC( 6' '66D 6C%6 %&$ /=.%$. =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. We Train Hotels.com 1-2 3 turn water on for the spray hose. 3 chec) .== chemicals on the machine there are 5 of them. We Train Hotels.com 1-3 +. $163@=$.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 We Train Hotels.com 1-4 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 We Train Hotels.com 1-5 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$. We Train Hotels.com 1-6 The Office Boo$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 $;uipmentK ?. ill smo)ing 0e permitted in the meeting roomK +,. If they are on their own for lunch, what time would they li)e the meeting room to 0e refreshedK ++. Do you re;uire any guest roomsK if yes0 a. how many roomsK 0. what date do they arrive, and how many nights are they stayingK c. what are their names or will you 0e providing me with a rooming listK d. do they re;uire a smo)ing or non smo)ing room and one 0ed or twoK e. are the rooms to 0e on the master account or paid individuallyK f. are the incidentals on the master account or paid individuallyK +2. ill they 0e paying upon departure or do they re;uire direct 0illingK 7 If they are a small company and are paying upon departure a credit card is required to secure the booking. If they wish to be billed, a credit application must be completed and approved by our .ccountant or a 5urchase 9rder (umber must be issued by the client. %he first and most important step that must 0e ta)en is to 0loc) the appropriate space in the function 0oo) into the property management system. .t this time a 'unction .greement/1onfirmation =etter and the %erms and 1onditions We Train Hotels.com 1-7 are ready to 0e typed. It is expected that all confirmation will be sent :; hours after the booking is taken. We Train Hotels.com 1-+ Function Boo$ 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). We Train Hotels.com 1-, 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 +. $xecutive 1hef 2. /ortersZ 4. 'ood and :everage Manager 5. 'unction :oard ". -estaurant *. 'ront Des) /o ensure that the proper staff is scheduled and the food is ordered it is very important that the "ood and +everage 4anager and the Bxecutive 6hef be verbally notified immediately when there has been a last minute booking or change of status. We Train Hotels.com 11- Wee$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 $valuation, and a self addressed, stamped envelope must all 0e mailed on Monday of each wee) in order for the client to get their 0ill in a timely fashion. 6nce the 0ill, 0rochure, and evaluation have 0een mailed, the file will 0e su0mitted to the #ales Manager. We Train Hotels.com 111 Appendix I) 2esponsi0le ServiceB "ouse PoliciesB Licensee Information Sheets From The Liquor Licence Board Of Ontario. Ignoring This Information Is Not An Option. (e goal o! our esta.lis/ent is to /a$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$e) to leave te &re/ises3 (is soul) .e te )ut0 o! a Manager or Su&ervisor onl01 4it te assistance o! te convenor3 Your *otel reserves te rigt to e2ect an0 &erson BsC !ro/ te Banquet Roo/ or &ro&ert0 o! te *otel in a &ro!essional We Train Hotels.com 112 /anner3 5! a &atron .eco/es intoxicate) 4ile in our care1 it is our res&onsi.ilit0 to get te/ a taxi3 See 73 We Train Hotels.com 113 ,. Area-s Of Consumption 6lcool is not &er/itte) to .e .rougt into te .anquet roo/ !ro/ anoter source3 Exa/&le1 guestroo/s "e reserve te rigt to con!iscate an0 alcool not &urcase) troug a contracte) .ar o! Your *otel an) to )en0 entr0 to re&eat o!!en)ers3 6lcool is onl0 &er/itte) in te list o! areas 3 6n0 o&en alcool /ust .e carrie) .0 a sta!! /e/.er to te guest>s )estination3 .. Alternati"e Transportation Soul) a client ever reac te &oint o! intoxication1 it is our ?)ut0 o! care@ to see tat client sa!el0 o/e3 (is can .e ensure) .0 getting a so.er &erson !ro/ teir grou& to ensure te/ sa!e trans&ortation o/e or .0 calling te &atron a taxi an) assisting te/ into te taxi3 5! te client is reluctant to ta$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 We Train Hotels.com 114 Appendix II) 2esponsi0le ServiceB /ust Sa'ing IKoJ is not enoughF Licensee Information Sheets From The Liquor Licence Board Of Ontario. Ignoring This Information Is Not An Option. 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: We Train Hotels.com 115 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 We Train Hotels.com 116 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 We Train Hotels.com 117 Appendix III) 2esponsi0le ServiceB 2ecogniMing IntoxicationB Licensee Information Sheets From The Liquor Licence Board Of Ontario. Ignoring This Information Is Not An Option. +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$ness in .reat1 4it little air inale) or exale)3 Tiredness. 6lcool is a )e&ressant3 6s &eo&le .eco/e intoxicate)1 te0 so4 signs o! .eing slee&03 (eir e0es /a0 .e eav0 or close)1 or te0 /a0 ave a &laci) or !ixe) ga<e3 9ealing 4ith Into(icated %atrons (e a))iction Researc Eoun)ation o!!ers tese strategies to )eal 4it custo/ers 4o so4 signs o! intoxication3 We Train Hotels.com 11+ 1 sign Beco/e alert !or te )evelo&/ent o! oter signs Ba single sign is not necessaril0 lin$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 We Train Hotels.com 11, # 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 We Train Hotels.com 12- )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 We Train Hotels.com 121 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 We Train Hotels.com 122 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$3 We Train Hotels.com 123 63 Eill a secon) sin$ 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$et3 We Train Hotels.com 124 Appendix 6) -uipment 3leanliness and Aaintenance Cleaning +efrigeration @nits 6ll re!rigeration units /ust .e cleane) regularl0 !or e!!icient o&eration1 !or !oo) sa!et01 an) to eli/inate o)ours3 %ut !oo) in anoter re!rigeration unit 4it a co/&ara.le te/&erature 4ile 0ou clean an) 4ile 0ou 4ait !or te cleane) unit to return to nor/al o&erating te/&eratures3 Be &atient 4en )e!rosting3 #et te !rost co/&letel0 /elt3 (r0ing to re/ove ice 4it sar& o.2ects /a0 &uncture a re!rigerant line3 S&eci!ic instructions !or cleaning eac unit are liste) .elo4: Steps: 13 =nits to .e )e!roste) soul) .e turne) o!! at te electric &anel control .ox3 23 Move all !oo) to anoter re!rigeration7 !ree<er unit3 33 %ut large cun$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 We Train Hotels.com 125 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 We Train Hotels.com 126 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 We Train Hotels.com 127 or oter /aterials !ro/ all sur!aces3 33 (orougl0 clean .ase attace) to te ta.le3 43 Reasse/.le can o&ener3 We Train Hotels.com 12+ 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 We Train Hotels.com 12, 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 We Train Hotels.com 13- 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 We Train Hotels.com 131 43 (a$e te !ixture a&art i! necessar03 53 Clean inner an) outer sur!aces 4it glass cleaning solution an) a so!t clot3 Re/ove stu..orn )e&osits 4it a little )etergent solution on a clot1 ten rea&&l0 glass cleaning solution3 We Train Hotels.com 132 63 'r0 4it a clean1 )r0 clot3 73 "i&e te ligt .ul. 4it a )r0 clot onl03 +3 Reasse/.le te !ixtures3 ,3 %ut a4a0 te la))er an) cleaning su&&lies3 Lights o"er !quipment Line 13 Dras& e)ge o! ligt !ixture care!ull0 an) gentl0 &ull !ixture )o4n an) a4a0 !ro/ te ceiling sur!ace3 *an)le !ixture 4it car3 Dlass 4ill !all out o! te ol)er i! not an)le) care!ull03 23 Clean glass an) ol)er 4it glass cleaner an) so!t clot3 Clean .ot inner an) outer sur!aces3 33 'r0 4it clean )r0 clot3 Ma$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$e sure tat no cleaning solution s&latters or )ri&s into te !oo)3 Steps: 13 "i&e o!! loose )e&osits 4it a )a/& clot3 'o not use an0 a.rasive &a)s or cleansers3 23 Scru. 4it ot 4ater an) )etergent3 33 Re/ove stu..orn )e&osits 4it a &lastic scru..er3 43 Rinse 4it clean 4ater1 an) &olis 4it a )r0 so!t clot3 Booths8 Ta;les and Chairs8 etc. 13 Clean all sur!aces torougl0 4it so!t )a/& clot3 'r0 torougl03 23 Clean in te !ollo4ing or)er: We Train Hotels.com 133 a3 (o& o! centre )ivi)er3 .3 Boot .ac$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 We Train Hotels.com 134 !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$3 (e line can .e We Train Hotels.com 135 )isconnecte) .0 an)3 6!ter te !ull tan$ is oo$e) u&1 .lee) te lines .0 )is&ensing te .everage until its consistenc0 is nor/al3 Colour 4ill o!ten in)icate a &ro&er /ix3 (aste te .everage i! 0ou are in )ou.t3 We Train Hotels.com 136 CO# Tan3s = 'mployees under the age of 1 should not change ()* tanks. CA2 Bcar.on )ioxi)eC &rovi)es ?!i<<@ to so!t )rin$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 We Train Hotels.com 137 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$9in re!rigerator3 ,3 %lace te container in te )is&enser 4it te ose !acing te !ront at te .otto/3 We Train Hotels.com 13+ 1-3 (rea) te ose troug te an)le an) re&lace te an)le3 113 Close te an)le an) cut te ose at te angle an) lengt s&eci!ie) .0 local ealt la4s3 The Cappuccino achine (e Ca&&uccino /acine as un)ergone nu/erous re&airs1 &artl0 as a result o! a lac$ 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 $ee& 4asers in )is&ensers !ro/ )r0ing out3 We Train Hotels.com 13, Appendix 6I) Safet' #uidelines Note: It is e(tremel& important that &ou read the <ealth and Safet& anual and the Fire Safet& %lan in &our Staff anual. The material contained ;elo4 is a supplement. Safet& -afety should be foremost in every employee,s mind at all times. .roper procedures should be enforced/ in order to minimize the danger of accidents. 0f you are under 1 years of age/ you are forbidden to operate any of the following1 a3 A&erating or cleaning te slicer3 .3 A&erating or straining te )ee& !at !r0er3 c3 Canging CA2 tan$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 We Train Hotels.com 14- 2-3 Constantl0 /onitor )is4aser te/&eratures an) )is1 utensil1 an) coo$4are a&&earance to ensure &ro&er sanitation3 We Train Hotels.com 141 <and ?ashing and )lo"ing for Food %rotection (e e!!ectiveness o! an) 4asing in &reventing te conta/ination o! !oo)s1 .0 te an)s o! 4or$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 We Train Hotels.com 142 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 We Train Hotels.com 143 4ic ol)s ice3 Ice achine. 6 large !ree<ing /acine1 4ic /a$es an) ol)s ice3 Ice Scoop. 6 /etal utensil1 sovel sa&e)1 use) !or an)ling ice3 Ladle. 6 cu& or .o4l sa&e) utensil1 4it a long an)le1 use) !or )i&&ing u& liqui)s3 Lettuce Liners. Aut leaves o! lettuce use) to )ecorativel0 line )ise) suc as colesla41 &lace) in .o4ls or on &lates1 an) oter !oo)s &lace) on te/3 We Train Hotels.com 144 Line. Bi3e3 coo$>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 We Train Hotels.com 145 @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$3 ?edge. 6 ter/ use) to )esignate a &articular cut o! to/ato1 le/on1 etc3 5te/ is cut !ro/ ste/ to .losso/ en)1 an) ten into te nu/.er o! 4e)ges )esignate)3 We Train Hotels.com 146 6ur &otel 6ur .ddress, 6ur 1ity, 6ur /rovince, 6ur /ostal 1ode Ac$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.
The Waiter & Waitress and Waitstaff Training Handbook: A Complete Guide to the Proper Steps in Service for Food & Beverage Employees Revised 2nd Edition