FB1: RESTAURANT PREPARATION: Sideboards and Service Areas

PROTEA HOTELS MINIMUM GUEST SERVICE STANDARDS – FOOD & BEVERAGE – RESTAURANT PREPARATION Page 2 of 2

FB1: RESTAURANT PREPARATION

/ Job Position: Waiter / Waitress /
GUEST SERVICE STANDARD / The restaurant is clean, laid up and in good repair, ready for GUEST service 15 minutes before service times. All equipment and service gear has been checked ready for service. Lighting and music is appropriate. Toilets are clean and stocked.
/

PERFORMANCE STANDARD

/ The employee must be able to prepare the restaurant area for table service in an efficient, hygienic and organised manner. The employee must understand the importance of prioritising work and preparing the service area within the specified time frames. The employee must be able to deal with situations within their responsibility.
WHAT THE GUEST EXPECTS (ANTICIPATING GUEST EXPECTATIONS) / MEETING AND EXCEEDING GUEST EXPECTATIONS (GUEST SERVICE STANDARD) / WHAT YOU NEED TO BE ABLE TO DO / Ö
· A clean, well presented restaurant with tables laid up and no visible dirt or debris from previous occupied tables.
· Background music that is appropriate for the restaurant atmosphere and that is played at a volume that is not intrusive to their conversation.
· Menus and wine lists that are clean and in good condition.
· Salt and pepper cruets to be on the table, filled and clean (not sticky or marked).
· Crockery that is clean and free of chips and stains.
· Cutlery that is clean and polished.
· Glassware that is clean and polished, free from fingerprints, watermarks and chips.
· Clean, untorn linen napkins or folded 2-ply paper serviettes.
· Table linen and/or covering that is clean and in good condition.
· The table is stable.
· The restaurant has a comfortable temperature.
· Condiments are available, filled and containers are clean.
· Toilets are clean, soap and spare wrapped toilet rolls are available, basins are clean, paper towels in a dispenser which is in working condition. No unpleasant odours in toilets – fresh smelling. / · Service areas clean, free from damage and ready for use.
· Stocks of service items, linen and equipment are sufficient, clean, in good condition and ready for service.
· Sideboard/ service area stocked with sufficient and appropriate crockery, cutlery and service utensils for service. Crockery is checked for chips and removed from service. Inside of cups are checked for stains.
Sideboard stocking to include:-
- Sideplates
- Cups and saucers
- Folded linen napkins/ paper serviettes
- Ashtrays (where applicable)
- Toothpicks
- Wrapped mints
- Cutlery
- Tea pots and milk jugs
- Bill folders, till rolls, dockets, etc
· Condiments are checked (and refilled where necessary) and containers wiped/ cleaned before service. Sauce and condiment bottles must be full or near to full.
Condiments to include:-
- Tomato Sauce
- HP Sauce
- Worcester Sauce
- Olive Oil and Balsamic Vinegar
- English and French or Wholegrain Mustard
- Pepper Mills
- Tabasco Sauce (and Jalapeno Sauce)
· Restaurant furniture is checked and is clean, free from damage and correctly positioned for food service.
· Table items are clean and correctly laid up ready for food and drink service. Tables checked for wobbles and unevenness.
· Menus, wine lists and promotional items are checked and ready for service. Menus and Wine Lists are clean and in good condition. / Clean, store and prepare sufficient stocks of linen and food service items and equipment prior to service.
Follow all restaurant cleaning procedures including restaurant mise-en-place preparation, timeously and efficiently, with regard to work organisation and attention to detail.
Prepare condiments and sideboards ready for service.
Ensure that restaurant furniture is clean and undamaged before and after service.
Set up hot and cold beverage dispensers such as fruit juice dispensers and filter coffee machines.
Complete and process necessary requisition forms for linen, dry stores, crockery etc.
Fold napkin/ serviettes for the appropriate service.
Check that menus and wine lists are in a clean and good condition prior to service.
Check that dockets, till rolls, account folios etc are sufficient for service.
WHAT THE GUEST EXPECTS (ANTICIPATING GUEST EXPECTATIONS) / MEETING AND EXCEEDING GUEST EXPECTATIONS (GUEST SERVICE STANDARD) / WHAT YOU NEED TO BE ABLE TO DO / Ö
· The following are checked prior to service:-
Lighting and light bulbs
Music and music levels
Windows clean
Planters
Air-conditioning
Chairs cleaned and placed
Baby chair cleaned and ready for use
Buffet and service gear (where applicable)
Public Toilets
· Toilets to be regularly checked during service.