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Hotel

Bangkok

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Standard Operation
Procedures

Chinese Restaurant
1. Service Basics

1.01 Company Introduction & Mission Statement

1.02 Benefits Of Training
1.03 Objectives Of Standards
1.04 F&B Ethics
1.05 Achievement Reviews
1.06 Personal Hygiene
1.07 Grooming
1.08 Prevention Of Accidents – First Aid
1.09 Germs In The Kitchen - Restaurant
1.10 Do’s & Dont’s
1.11 Scheduling Staff
1.12. Safety Regulations
1.13 Staff Behaviour
1.14 Staff Responsibilities

2. Service Experience

2. 01 Breakfast Service
2. 02 Captain’s Order
2. 03 Lunch Service
2. 04 Menu Knowledge
2. 05 Order Taking
2. 06 A’la carte Service
2. 07 Family Style Service
2. 08 Private Dining Room
2. 09 Serving Whole Fish
2. 10 Serving Food Insufficient Space
2. 11 Dim Sum Order
2. 12 Dim Sum Order Guest Fill In
2. 13 Dim Sum Order Trolley
2. 14 Special Dim Sum Order
2. 15 Chinese Tea Service
2. 16 Beverage Service
2. 17 Serving Champagne
2. 18 Serving White Wine
2. 19 Serving Red Wine
2. 20 Serving Hua Tiao Wine
2. 21 Serving Mao Tai
2. 22 Cigarette Service
2. 23 Serving Coffee, English Tea
2. 24 Behaviour During Service
2. 25 Checking On Service
2. 26 Guest Complaints To Supervisor
2. 27 Station Set-up
2. 28 Bar Set Up – PDR
2. 29 Handling Guest Enquiry, Complaints
2. 30 Handling Operating Equipment
2. 31 Handling Equipment, Storage Of Linen
2. 32 Pick Up, Deposit Linen
2. 33 Point Of Sales System
2. 34 Restaurant Booked Out
2. 35 Cancellations And Bookings
2. 36 Adjust Table Settings
2. 37 Clearing & Re-setting Table
 Page 1 of 1
STANDARD OPERATING PROCEDURE

FOOD & BEVERAGE TASK #: 1.1

DEPARTMENT : Chinese Restaurant TASK: Company Introduction & Mission Statement
JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED:
WHAT TO DO HOW TO DO IT WHY
To understand about To guarantee the best
company service
History, policies and Possible for all guests at
procedures. all
Times.

To understand and know

the mission statement by
hard. To build a sufficient and
well
Motivated team which is
able to give the best.

PREPARED BY: APPROVED BY: Stefan Schmid

Position: Signature: Position: Signature:

Director of
Date: Food & Beverage Date:

Page 1 of 1
STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 1. 02
DEPARTMENT : Chinese Restaurant TASK: Benefits of training
JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED:
WHAT TO DO HOW TO DO IT WHY

Understanding the Employee: Prevents disorganization

basics of Improves self-confidence To incorporate standards
Training, get overall Increases motivation levels To inforce Holiday Inn’s
picture Prepares for promotion Principles.
Of the training process Reduces tension and stress To encourage teamwork
and
Reasons. Commitment of all staff
Professional growth
Participation of all staff
Follow up on all subjects
Learning by doing it
Repeating the tasks
Exercise the learnt tasks

Guests: Provides high quality

Follow up on the guests needs product
Show politeness Insures a proper service
The guest is always right Raises their level of
satisfaction
Supervisor: They get their money
Can take more responsibility worth
Builds a strong team
Decreases absenteeism
Builds trust
Promotes good relationship

Hotel:
Increases productivity
Reduces cost
Decreases safety hazard
Creates a better image
Builds repeat business
Attracts potential employees
Increases efficiency.

PREPARED BY: APPROVED BY: Stefan Schmid

Position: Signature: Position: Signature:
Restaurant Manager Director of
Date: 23.03.05 Food & Beverage Date: 23.03.05

Page 1 of 1
STANDARD OPERATING PROCEDURE

FOOD & BEVERAGE TASK #: 1.03

DEPARTMENT : Chinese Restaurant TASK: Objectives of standards
JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED:
WHAT TO DO HOW TO DO IT WHY
To understand and learn
the
Basics of rules and hotel
Business standards.
To clarify standards in the
Everyday operation.
To understand action
plans.
To establish consistently
The best service possible.
To control and manage our
Capital and human
resources
PREPARED BY:
Position
Restaurant Manager
. Definition: Standards To ensure:
Something set up and established as a rule or Consistency
Model for the measure of quality or value. Quality control
Management tool
The guest comes first Training tool
For every 100 guest who
Consider guest expectations. complain, 26 others are
silent.
We hear only from 1 out of
Do things right the first time!!!! 27.
Those who complain, 91%
Recognize the needs of the guest. will
Never return if nothing is
done.
Communicate our vision.
Every customer who has a
Complaint will tell 8-16
Keep up communication between your others.
82% – 95% of complaining
Supervisor and subordinates. customers will return, if
something is done to
resolve it.
Follow rules and regulations of HI at all times.
It costs 5 times more to
attract
Remember to be the best and not part of the rest! A new customer than to
keep
An existing one.
Train and exercise your tasks and ask for
Help if necessary to improve at all times.
APPROVED BY: Stefan Schmid
Signature: Position: Signature:
Director of
Date: 23.03.05 Food & Beverage Date: 23.03.05