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1、FOOD & BEVERAGE DEPARTMENT151SHERATON MIRAGE GOLD COASTHORIZONS RESTAURANTTRAINING MANUALFOOD & BEVERAGE DEPARTMENT152TASK: XXXSTANDARDS AND PROCEDURESDEPARTMENT: FLINDERS REST. JOB CATEGORY: WAITER/WAITESSHEAD: G.M. APPROVAL: DATE:TASK: TABLE SET UP FOR SET DINNERSTANDARD: All guest see immaculate
2、and complete table set up for their reserved set meal.PROCEDURE：Sample MenuFood Beverage- Duck Breast White Wine- Soup “”- Fish “”- Steak Red Wine- Dessert Champagne- Pralines Coffee/TeaFOOD & BEVERAGE DEPARTMENT15322 21 205 11 8 3 2 7 9 100. Show Plate 12. White Wine Glass1. Napkin 13. Red Wine Gla
3、ss2. Dinner Knife 14. Champagne3. Dinner Fork 15. Dessert Spoon4. Butter Plate 16. Water Glass5. Butter Knife 17. Coffee Cup6. Water Glass 18. Coffee Saucer7. Fish Knife 19. Coffee Spoon8. Fish fork 20. Flower Vase9. Soup Spoon 21. Ashtray10. Small Knife 22. Salt & Pepper11. Small ForkPut the equipm
4、ent down as per the above illustration starting from chinaware, cutlery, glassware and napkins.1419613 12FOOD & BEVERAGE DEPARTMENT154STANDARDS AND PROCEDURESDEPARTMENT: FLINDERS REST. JOB CATEGORY: WAITER/WAITESSHEAD: G.M. APPROVAL: DATE:TASK: LAYING A TABLE CLOTHSTANDARD: TABLE CLOTH SHOULD BE IN
5、GOOD CONDITION CLEAN, UNIFORM AND PROPERLY LAID THROUGHOUT THE DINING ROOM.PROCEDURE：1. Use well pressed table cloth.2. Make sure that the lines are straight.3. The center crease of all table cloth in the dining room should run in the same direction.4. Place table cloth face down. This mean that the
6、 shiny sides are up and the hem is on the underside.FOOD & BEVERAGE DEPARTMENT155STANDARDS AND PROCEDURES DEPARTMENT: FLINDERS REST. JOB CATEGORY: WAITER/WAITESSHEAD: G.M. APPROVAL: DATE:TASK: POLISHING GLASSESSTANDARD: GLASS CLOTH SHOULD BE USED IN POLISHING GLASS WITH MINIMAL CONTACT BETWEEN FINGE
7、RS AND GLASS TO AVOID ACCIDENT. CHECK GLASS FOR LINT, FINGER MARKS AND, WATER SPOTS.PROCEDURE：1. Place the designated cloth or napkin on the left hand.2. Place glassware on cloth.3. Put the edge of the polishing cloth, and insert it into the glass.4. Cover the glass body with the remaining cloth, ho
8、lding the glass securely.5. Turn the top of the glass counter clockwise.6. Continue turning until glass is polished.FOOD & BEVERAGE DEPARTMENT156STANDARDS AND PROCEDURESDEPARTMENT: FLINDERS REST. JOB CATEGORY: WAITER/WAITESSHEAD: G.M. APPROVAL: DATE:TASK: PLACING GLASSWARE ON THE TABLESTANDARD: GLAS
9、SWARE IS PLACED ON A COVER WITH SYMMENRICAL FORM AND PURPOSE.PROCEDURE：1. Carry glassware to the table on a clean tray.2. Place glassware on the right cover 1 inch above the knife.3. Handle glassware by the base or stem, never by the brim.FOOD & BEVERAGE DEPARTMENT157STANDARDS AND PROCEDURESDEPARTME
10、NT: FLINDERS REST. JOB CATEGORY: WAITER/WAITESSHEAD: G.M. APPROVAL: DATE:TASK: CRUMBING THE TABLESTANDARD: AFTER CLEARING ALL THE PLATES AFTER THE MAIN COURSE, THE TABLE IS CRUMBED OF ALL DEBRIS THAT HAVE FALLEN ON THE GUEST COVER DURING THE MEAL. CRUMBING THE TABLE SHOULD BE DONE DISCRETELY AND AS
11、THOROUGHLY AS POSSIBLE.PROCEDURE：1. Clear all dishes, leave glasses and dessert cutlery.2. Use brush crumber to sweep the table with small plate.3. Crumb the cover from either side of guests.4. Work around the table, but do not inconvenience the guest.FOOD & BEVERAGE DEPARTMENT158STANDARDS AND PROCE
12、DURESDEPARTMENT: FLINDERS REST. JOB CATEGORY: WAITER/WAITESSHEAD: G.M. APPROVAL: DATE:TASK: ANSWERING THE TELEPHONESTANDARD: TELEPHONE CALLS SHOULD BE ANSWERED PROMPTLY AND POLITELY. NEVER LET THE TELEPHONE RING MORE THAN THREE TIMES.PROCEDURE：1. Once the telephone rings, answer it promptly. As much
13、 as possible, allow only one ring, however, not more than three rings.2. When answering telephone, greet the caller with a welcoming voice, courteously and politely. Identify the restaurant and yourself.Example:“ Flinders Restaurant, good evening,Peter speaking, May I help you?”3. Have a pen and a p
14、aper handy when you answer the telephone.4. Listen carefully.5. Write down messages legibly and repeat the message for clarification.6. Never interrupt the caller while talking. Wait for the caller to finish first before you speak.7. When talking over the telephone, always speak with a “smiling voice.”8. Thank the caller for calling.9. Let the caller hang up first.10. Put down the receiver gently.FOOD & BEVERAGE DEPARTMENT15
