restaurant manual

8/18/2019 Restaurant Manual

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Manual

Restaurant/Banquet

1


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Index

Welcome

Welcome…………………………………………………………… 5

Service Excellence, The Hassle Free Guarantee........ 5It Takes a Team......................................................... 6 Your First Seven a!s………………………………………… 6

Policies and Procedures……………............................. "#

Groun$ %ules................................................................... "# &tten$ance....................................................................... "# &rrivin' at Work............................................................. "#(ro)essional (resentation……………………………………….. "#%emem*er, I &m Your Guest…………………………………… ""

&chievin' an$ +aintainin' a Gracious, Hosita*le Ima'e ""-ourtes! to eartin' Guests………………………………… "-auses )or (ersonnel &ction / %eriman$ to ismissal "0General Guest %elation %ules......................................... "1Gol$en %ules )or +akin' Thin's Work......................... "1Guest %elations an$ Groomin'...................................... "12ur 3ltimate Goal / The Guests4 Satis)action................. "5%eson$in' To Guest -omlaints.................................. "5The Guest -omlains……………………………………………… "5The +eetin' an7uet Facilit! at Your Hotel…...……… "8+eetin' an$ -on)erence %oom 9ocations...................... ":

Food and Beverage Service……………………………….. ";

Your (ersonal (ro'ress -hart........................................ ";%estaurant an$ an7uet Foo$ Service........................... ";

Hostess (roce$ures……………………………………………. ";ress -o$e……………………………………………………. ";(roce$ures )or Hostess………………………………….. #First -ontact / The Telehone……………………….. #+essa'e Takin'…………………………………………… #Ho< to Take a %eservation…………………………….. "Greetin' an$ Seatin' Guests………………………… "Ho< to Sa! Fare


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Servin'....................................................... 0

3


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Index

General %ules o) Ta*le Service…………… 0The -over…………………………………………… 1Seatin'……………………………………………… 1

-learin' (roce$ures…………………………… 5-he7ue Settlement…………………..………………… 5

-ash…………………………….……………………… 5-re$it -ar$……………………………..…………… 6%oom -har'e………………………………………… 6

Ta*le +anners…................................................. 6-learin' an$ -leanin' Ta*les…………………… 6Ta*le Set/u………………………………………… 8

inin' %oom &earance…………………………… 8Thankin' the Guest…………………………………… 8

The Essentials o) Foo$ Service…...………………….. 8

reak)ast Service……………………………………… 89unch Service…………………………………………… :inner Service………………………………………… 0"%oom Service…………………………………………… 00

evera'e Service )or the 9oun'e &rea………..……… 01Service o) rinks……………………………………… 01Servin' Wine…………………………………………… 01

Stora'e………………………………………………… 01General %ules o) Service………………………… 01 &ctual Service o) %e$ Wine…………………… 05 &ctual Service o) White Wine………………… 05

&ctual Service o) %ose Wine…………………… 05 &ctual Service o) -hama'ne………………… 05rink (roce$ure……………………………………… 06

arten$er…………………………………………………….. 06arten$er4s -heck 9ist……………………………… 06(ractices o) a Goo$ arten$er…………………… 08House (olic! )or &lcohol Service……………….. 0:

Sellin'……………………………………………………………… 0:Salesmanshi………………………………………………… 0:Su''estive Sellin'…………………………………………. 0:%ea$in' Your Guests…………………………………….. 1#(hrases That Sell…………………………………………… 10Sellin' Tools………………………………………………… 159i7uor Salesmanshi…………………………………… 16

The Ten -omman$ments o) Goo$ usiness in the Hotel 1:58 Wa!s To 9ose & Ti……………………………………….. 1:

4


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Index

The Kitchen………………………………………………… 1:

The =itchen %outine……………………………………….……… 5#

ish Washin' uties………………………………………………… 5"The &rt o) (urchasin'……………………………………………… 5"The &rt o) ish Washin'………………………………………….. 55

The Office....................................................................... 6

ookin' the Function……................................................ 62))ice %outine................................................................... 61

Appendices

". %esonsi*le Service, House (olicies............................. 66. %esonsi*le Service, >ust Sa!in' ?@oA is not Enou'h.. 6:0. %esonsi*le Service, %eco'niBin' Intoxication............ 8#1. ish


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Welcome

Welcome

Welcome to Your %estaurantC-on)erence Facilit! . You have *een chosen to Doin

a team committe$ to service excellence. In to$a!4s market


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It Ta$es a Team

Team


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&a' +)

%evie< a! " (lan a$$itional trainin' time, i) necessar!J

Kno*ledge for All Front,of,"ouse Food and Beverage mplo'ees)

Telehone -ourtes! Sa)et! an$ Securit! &lcoholic evera'e Terms House ran$s an$ -all ran$s asic Foo$ (rearation Terms an$ Timin'

Kno*ledge for Ban-uet Setup and Service)

. What Is a an7uet Setu an$ Service (ersonK

. Workin' as a Team


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The /o0 Brea$do*ns for Tas$s : , ;)

Task 5 S


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&a' 1)

%evie< a! 0 (lan a$$itional trainin' time, i) necessar!J

Kno*ledge for All Front,of,"ouse Food and Beverage mplo'ees! con9t

The %estaurant %eservation S!stemTiin' (oliciesHeimlich +aneuver an$ First &i$SanitationHealth eartment %e'ulations(oint/o)/Sale E7uiment-ommunit! Services

Kno*ledge for Ban-uet Setup and Service 7continued8)

&nticiatin' GuestsL @ee$s(ar Stock S!stem &u$iovisual E7uiment+ailin' (olicies

The /o0 Brea$do*ns for Tas$s < , (=)Task ; Set/u Suort Services )or FunctionsTask "# Set/u an$ reak o


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11


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&a' =)

%evie< a! 5 (lan a$$itional trainin' time, i) necessar!J

The /o0 Brea$do*n for Tas$s +> ? 5=)

Task 8 Skirt or Flounce Function %oom Ta*lesTask : Set Ta*les )or i))erent an7uet Seci)icationsTask ; (rovi$e reak or -ontinental reak)ast ServiceTask 0# Set/u -anaMs an$ Hors $L2euvres )or %ecetionsTask 0" (rovi$e Service )or u))et an7uetsTask 0 Serve Guests Foo$ an$ evera'es at Sit/o , 1@)Task 08 Settle Grou -hecks )or FunctionsTask 0: Settle In$ivi$ual Guest -hecksTask 0; Inventor! an$ %e7uisition Function SuliesTask 1# (er)orm En$/o)/Shi)t -losin' uties

%evie< all revious trainin' an$ lan a$$itional trainin' time, i) necessar!

Emlo!ee er)orms some tasks


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Policies and Procedures

#round 2ules

2ur urose, as a caterin' )acilit!, is to serve


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Smile. &*ove all, listen. Fe


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Re#e#ber& I A# Your 'ues(

You o)ten accuse me o) carr!in' a chi on m! shoul$er. ut I susect that this is *ecause !ou $o not entirel! un$erstan$ me. Isn4t it normal to exect satis)action)or one4s mone! sentK

I'nore m!


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Set asi$e secon$ar! tasks to serve 'uests. Give !our comlete attention to 'uests


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Ho< can !ou kee ever!thin' un$er control an$ smile un$er all circumstancesK &ositive mental attitu$e hels. 9ook )or 'oo$ asects in all situations. & ositive attitu$emakes 'uests )eel that !ou 'enuinel! $esire to lease them, that !ou take ri$e in !our


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%emem*er, the le'al $rinkin' a'e is ";.

1+


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1. Accidental Spills / I) !ou shoul$ sill somethin' on a 'uest, aolo'iBe imme$iatel! an$ 7uickl! rovi$e the 'uest


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"6. &epartmental eetings / See Sta)) +anual

3auses for Personnel Action ? 2eprimand To &ismissal O

See Sta)) +anual

2-


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#eneral #uest 2elation 2ules

The most imortant Do*


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Personal "a0its See Sta)) +anual

22


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Our Dltimate #oal ? The #uest9s Satisfaction

We are in *usiness to satis)! our 'uests. We accomlish this *! com*inin' courteous,e))icient team


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as or$ere$. I) the steak sits there, 'ive a total re)un$ on the meal...an$ a'ain, !ou mi'ht o))er a )ree $essert to hel.

24


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There is no right or wrong ans


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8. o not let an!thin' a))ect !our moo$ or aearance.

:. Give the 'uest a reasona*le len'th o) time in


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& -omlete escrition o) the an7uet Facilit! at Your Hotel

2*


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apping the Ban-uet and 3onference Facilit' at %our "otel

2+


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Food and Beverage Service

%our Personal Progress 3hart

#uest 2elations

". +aintain esta*lishe$ coman! stan$ar$s o) ersonal aearance.. Have a ositive, )rien$l! an$ co/oerative attitu$e to


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1. See that the reservation si'ns are lace$ on the ta*les.5. In7uire


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31


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"o* to Ta$e a 2eservation

". &sk the $a! an$ $ate re7uire$.. &sk the time the!


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/ &s soon as one o) !our ta*les has *een seate$, 'et a ot o) co))ee, a itcher o) oran'e Duice, an$ aroach the ta*le


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/ I) !ou are *us!, sa!


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(ass )oo$ )rom the le)t, i) ossi*le.

-lear ta*le )rom the ri'ht, i) ossi*le. @ever reach in )ront o) a 'uest or across one 'uest to serve another.

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Hol$ lates


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3+


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-ommon sense $ictates


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on to o) each other


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6. Wie the seats, a'ain makin' sure to remove an! )oo$ articles )rom the seatsur)aces.

8. -heck the )loor un$erneath an$ aroun$ the ta*le an$ remove an! items that ma!have )allen )rom the ta*le nakins, )oo$ or utensil


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The hostChostess must 'reet the 'uest imme$iatel!


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In some cases 'uests


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:. &s soon as the or$er is rea$!, the server


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"#. When ever!one is )inishe$, clear the $ishes )rom the ri'htJ )rom the ta*le. 3nlesssomeone seci)icall! asks to have hisCher $ishes cleare$ *e)ore ever!one is $one.J

"". I) nothin' else is or$ere$, lace the check on the ta*le )ace $o


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0. The hostChostess


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1. The server


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"0. &$$ the co))ees, teas an$ $esserts to the 'uest check.

"1. &s the 'uests are enDo!in' their $esserts or i) nothin' else is or$ere$, lace the checkon the ta*le )ace $o


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"6. Throu'hout the meal, servers must constantl!


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e


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/ I) !ou cannot take the *evera'e or$er


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":. &'ain, check *ack )or 'uest satis)action sa!in', ?+a! I *rin' !ou somethin' elseKA I)'uests are )inishe$, lace the check on the ta*le )ace $o


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.Throu'hout the meal, servers must constantl!


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/ Thank 'uest./ In)orm 'uest a*out removal o) tra!./ Wish 'uest a leasant $a! evenin'J./ Have 'uest si'n check

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Beverage Service for 4ounge Area

Service of &rin$s

rink service has to *e see$! an$ e))icient. The server shoul$ check on reeat

roun$s at the aroriate time. &ll $rink service is )rom the ri'ht.

en$ !our knees, not !our *ack,


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&l


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5 Actual Service of 2ed Wine

Service Steps

-arr! re$


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occasions such as


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Service Steps

(resent like


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&)ter mana'er has 'iven !ou li7uor, all *ottles shoul$ have accu ours or )ree oursouts on them kee ori'inal casJ

-lean *ar to


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%our "otel "ouse Polic' for Alcohol Service

3nless a erson is nota*l! over the a'e o) ";, roer hoto I.. is re7uire$. (hoto I.. is re7uire$ )or ta*le


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XN Ho< $o !ou kno< what to su''estK &N ! un$erstan$in' !our menu comletel!.

65


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Brea$fast O Su''est )resh )ruit to 'o


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ri'ht a


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SN Ho< a*out a 'lass o) 2ntario


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SN Great, !our sala$ an$ san$


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urin' the or$er, the )irst


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*1


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FamiliesJ

+ost )amilies usuall! are lookin' )or economical *u!s. =i$s like ham*ur'ers, )rie$chicken an$ 'rille$ cheese. (a! attention to small chil$ren O kee them *us!


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*4


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Share

GN @o, thank !ou


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GN &re the sous an! 'oo$K

SN I $on4t reall! like them.

GN What $o !ou su''estK

*6


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SN & san$


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/able /ents are use$ )re7uentl! to romote secial )oo$ an$Cor *evera'e items orsecial occasions i.e. holi$a!sJ.

"ood and +everage 1isplays such as hors $4oeuvres carts, $essert carts, martini carts,

etc. are ver! e))ective sales tools, ermittin' the 'uest to make hisCher selection visuall!an$ maximiBin' sales an$ ro)its )or the oeration an$ )or !ou.

*+


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Selling Words

The )ollouic! Gol$en >uic! (lum Hot %are, me$ium-hille$ utter )lavoure$ Youn'

Some $escrition o) source or st!leN

?Rir'iniaA or ?Geor'iaA eaches ?-ali)orniaA 'rae)ruit

?I$ahoA otatoes ?Rir'iniaA ham?@e< York -utA steak ?oston or @e< En'lan$A sea)oo$?@e< 2rleansA -reole ?Texas or WesternA clu*

To $escri*e rearation metho$sN

ake$ oile$ raise$ Ste


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?What


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0. Thir$,


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?+a! I *rin' !ou another name o) $rinkJKA I) more than one 'uest is $rinkin', 'o )orthe ?roun$A

?+a! I *rin' another roun$KA

=ee these techni7ues in min$ an$ use them


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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 imortant erson in the hotel.

. The #uest is not $een$ent on us. We are $een$ent uon the 'uest. 0. The #uest is not an interrution o) our


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6. Waiters stan$in'


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8. Thum* in sou.:. Holes or stains in the linen.;. @ot 'ivin' the 'uest a ne< nakin


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The Kitchen

The Kitchen 2outine

&ail' Tas$s

/ Si'n out ke!s at the )ront $esk / Turn on nee$e$ e7uiment/ Go throu'h the $a!s )unctions/ Start rein' )or to$a!Ls )unctions an$ next $a! / ele'ate


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emt! 'uest not ha!J

/ Finish the $essert


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Points to 2emem0er

/ &l


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Suppliers

9ist all Suliers


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,-


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Z &l


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mixture then add the rest. 5our into proper dishes. 6ook in a water bath until firm but slightly !iggly in the centre.

,2


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The Art of Purchasing

Food ar$ets

". +eats (oultr! (ork Sea)oo$ Z (roteins

. air!

0. (ro$uce / Fresh Fruits &n$ Re'eta*les

1. Grocer! Items / FroBen Foo$s, -anne$ Goo$s

5. ake$ Goo$s / 9ocal aker! Sul!in' Fresh (ro$ucts ail!.

The 5 )iveJ )oo$ markets liste$ a*ove are main )oo$ markets. There are others such assecialit! items examle, chocolate, )oo$ $ecorations. @o< !ou have to $etermine


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/ i) !ou or$er too much to much sace an$ mone! are *ein' tie$ u/ too little stock !ou run the risk o) runnin' out

6. Forecast/ recor$s hel re$ict *us! times

,4


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8. Xuotes/ o*tain


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Du$'ement is never comletel! mastere$ rather it is a 'oal to


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The Dniform

che) DacketN


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There are t


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". You have to )in$ the avera'e hourl! im "#.## : :#.##(aul :.## 6 1:.##Trac! 8.## 6 1.##Elvis 6.:5 6 1"."#Sall! 6.:5 1 8.1#+ike 6.:5 1 8.1#ave 6.:5 1 8.1# ;0.0

TotalN Q 5.1#. ivi$e this *! 8 8.1: er hour is !our avera'e rate er hour. To )i'ureout ho< man! hours !ou have to sen$, $ivi$e 8.1: *! ;0.0#. Your ans


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relevance to the menu or to


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Here comes the math art. I) !our steak $inner cost !ou Q1.:: to reare ve'eta*le,otato, "# oB steak, sauce, sala$ to startJ )or !ou to achieve a 0# )oo$ cost !ou sell the$inner )or Q"6.6 Q"6.5#J. Ho< $i$


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/ turn


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". E-2/=9E&@N This is the $eter'ent soaJ that hels loosen the )oo$ stu)) an$ cleansthe $ishes.

. 39T%& S&@N This is a sanitiBer


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sink / rinsin' sink to have hot clean


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/ all ots, )r!in' ans must *e scru**e$


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The Office

Boo$ing the Function

The Sales an$ -aterin' +ana'er is resonsi*le )or *ookin' small )unctions. This


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are rea$! to *e t!e$.

It is expected that all confirmation will be sent :; hours after the booking is taken.

1-*


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Function Boo$

It is imerative that the )unction *ook *e ket neat, u to $ate, an$ accurate. It isever!one4s resonsi*ilit! to recor$ all in)ormation in the aroriate time slot. ! $oin'this


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Trac$ing and Follo*,up

2nce the con)irmation has *een sent, it is the Sales an$ -aterin' -o/or$inator4sresonsi*ilit! to kee track o) the tentatives on )ile. & *ookin' is not consi$ere$ $e)initean$ is not to *e )ile$ until the client returns the con)irmation


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Appendix I)

2esponsi0le Service"ouse Policies

Licensee Information Sheets From The

Liquor Licence Board Of Ontario. Ignoring

This Information Is Not An Option.

'he goal o our esta.lish/ent is to /a#e a %roit

.0 %rovi(ing res%onsi.le courteous an(

%roessional service an( selling /ore than ust

.everage alcohol

!e ill serve custo/ers in a res%onsi.le

rien(l0 an( %roessional /anner Sta is on

han( to assist custo/ers in their (ecision to

(rin# in /o(eration an( here a%%ro%riateavoi( (rin#ing activities that %ut custo/ers at

har/ or ris# Manage/ent is co//itte( to

a(here to all liquor las

1. onitor the !"ent

'he /anager on (ut0 is assigne( to /onitor

the event

Chec# or age an( rau(ulent

en0 entr0 to intoxicate( %eo%le

Count the nu/.er o %eo%le on %re/ise to

%revent overcro(ing an( excee(ing thelegal ca%acit0

$rovi(e %ro%er guest to sta ratio

llo ree access to %olice an( liquor

ins%ectors

#. Alternati"e Be"erages

esignate( (rivers receive ree %o% or

coee

"ight78on9lcoholic .eers are to .e /a(e

availa.le at all ti/es

Serve alcohol ree (rin#s in containers

(ierent ro/ those o alcoholic .everages

Minors are not %er/itte( to consu/e non9

alcoholic .eer

$. Identification %olic&

'he onl0 acce%ta.le or/s o are:

rivers "icence; $ass%ort; ge o Maorit0

Car(; Cana(ian Citis age /ust .e shon

$hoto is require( or ta.le service as

ell as .ar service

an has .een noticea.l0 orge( ta#e

the to a /anager

'. Into(ication Of A )uest

Shoul( a guest ever reach the %oint o

intoxication all alcohol service to that guest/ust .e sto%%e(

ll sta reserve the ull right to ?cut9o@

alcohol service to a client

!hen a client has .een ?cut9o@ inor/ the

a%%ro%riate sta an( /anage/ent an( ill

out an inci(ent re%ort in the log .oo#

Aer the client co/%li/entar0 non9

alcoholic .everages as a su.stitute

the client .eco/es irritate( ith actions

avoi( all conlicts an( inor/ the

a%%ro%riate /anager or su%ervisor to ta#e

over the situation Ance a client has .een (enie( service the0

/a0 re/ain in the .anquet roo/ as long as

the0 o.serve the rules o the )otel

*. +emo"ing a Client from the %ropert&

Ance a client has .een ?cut9o@ an(

re/ains in the .anquet roo/ i the0 are

seen ith another alcoholic .everage it is

to .e coniscate( an( the guest is to .e

given a ver.al eection arning

the0 ail to hee( this arning an( violate

this again the0 are to .e as#e( to leave the

%re/ises 'his shoul( .e the (ut0 o a

Manager or Su%ervisor onl0 ith the

assistance o the convenor

Your )otel reserves the right to eect an0

%erson s ro/ the Banquet Roo/ or

%ro%ert0 o the )otel in a %roessional

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/anner

a %atron .eco/es intoxicate( hile in our

care it is our res%onsi.ilit0 to get the/ a

taxi See *

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,. Area-s Of Consumption

lcohol is not %er/itte( to .e .rought into

the .anquet roo/ ro/ another source

Exa/%le guestroo/s

!e reserve the right to coniscate an0

alcohol not %urchase( through a contracte(

.ar o Your )otel an( to (en0 entr0 to

re%eat oen(ers

lcohol is onl0 %er/itte( in the list o areas

n0 o%en alcohol /ust .e carrie( .0 a sta

/e/.er to the guest>s (estination

. Alternati"e Transportation

Shoul( a client ever reach the %oint o

intoxication it is our ?(ut0 o care@ to seethat client sael0 ho/e 'his can .e ensure(

.0 getting a so.er %erson ro/ their grou%

to ensure the/ sae trans%ortation

ho/e or .0 calling the %atron a taxi an(

assisting the/ into the taxi

the client is reluctant to ta#e a taxi Your

)otel ill %a0 or the ri(e ho/e one a0

t this %oint the server /ust acco/%an0 the

guest to the car%ort & see the/ sael0 into

the taxi

the guest ill not acce%t an0 /eans o

trans%ortation other than (rivingthe/selves management /ust call the

%olice giving the licence %late an( /a#e o

car as ell as the (irection the0 ere

hea(e(

/. )eneral %oints

t all ti/es e /ust tr0 to avoi( a ver.al

or %h0sical conlict ith a guest

this situation arises contact the

a%%ro%riate su%ervisor7/anager an(7or

securit0 n inci(ent re%ort /ust .e ille( out or an0

ha%%enings liste( a.ove

s long as 0our .est u(ge/ent has .een

use( an( all rules o the %ro% %ro%ert0 have

.een olloe( /anage/ent ill ala0s

.ac# the (ecisions o sta

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Cocaine is usuall0 sol( as a hite cr0stalline

%o(er in gra/s or ractions o a gra/ Aten it

is snorte( through the nose using %lastic stras

or rolle( u% .ills

Ra


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So/e users inect cocaine or convert it into a

s/o#ea.le or/ calle( crac# Crac# is a light

.ron or .eige %ellet hich is or/e( hen

%o(ere( cocaine is /elte( in a glass tu.e ith

ater !atch or cru(e crac# %i%es /a(e ro/sot (rin# cans

$ara%hernalia associate( ith the use o cocaine

inclu(e s/all s%oons ra


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Appendix III)

2esponsi0le Service2ecogniMing Intoxication

Licensee Information Sheets From The

Liquor Licence Board Of Ontario. Ignoring

This Information Is Not An Option.

+ecogni5ing Into(ication

lthough in(ivi(ual reactions to alcohol /a0

var0 %eo%le ollo certain general %atterns as

the0 a%%roach intoxication

'hese are the 1- /ain signs that in(icate 0our

guest is .eco/ing (run# 'hese signs /a0

a%%ear in an0 sequence or clustere( (e%en(ingon the in(ivi(ual s %eo%le .eco/e intoxicate(the0 ill sho /ore signs rin#ers shoing

our signs can al/ost certainl0 .e consi(ere(

intoxicate(

Inappropriate speech "olume.

run#s requentl0 s%ea# in volu/es

ina%%ro%riate to the situation 'he0 shout hen

it isn>t necessar0 his%er hen there>s no nee(

or secrec0 'he voice /a0 go ro/ lo to high

or vice versa hen there is no reason tosuggest that a change in volu/e is necessar0

otor control 6fine7 deteriorates.

s %eo%le .eco/e (run# their s#ills requiringine /otor control han(9e0e co9or(ination

(eteriorate ntoxicate( %atrons /a0 u/.le ith

cigarettes or have (iicult0 %ic#ing u% change

s their co9or(ination (eclines %eo%le also/isu(ge (istances 'he0 /a0 set a (rin# (on

har( on a ta.le thin#ing that the ta.le is loer

than it is or /iss ashtra0s hen s/o#ing

%ace of speech.

ntoxicate( %eo%le /a0 change the rate o their

s%ea#ing alternating racing s%eech ith slo

s%eech or tal#ing consistentl0 slo or ast

Alertness decreases.

ntoxicate( %eo%le ta#e longer to res%on( to

questions or react to events 'he0 /a0 not .e

a.le to un(erstan( or %a0 attention to hat

0ou>re sa0ing 'he0 easil0 .eco/e /u((le(

an( 0ou have to re%eat si/%le questions or

requests .eore the0 res%on(

Inappropriate s4eating.

ntoxicate( %eo%le /a0 seat /ore than /ight

.e consi(ere( nor/al given the surroun(ing

te/%erature con(itions or situation

+ed e&es.

'a#e note i a custo/er>s e0es are .loo(shot to

an0 (egree

otor control 6gross7 deteriorates.

lcohol also i/%airs s#ills requiring gross /otor

co9or(ination run#en custo/ers /a0 have

(iicult0 stan(ing u%right or al#ing a straight

line 'he0 eave /isste% or stu/.le %erha%s .u/%ing into other %eo%le or urniture 'o

co/%ensate the0 /a0 %ut their han(s out at the

si(es or su%%ort or .alance

!nunciation poor8 slurring 4ords.

lcohol relaxes /uscles inclu(ing those in the

/outh /a#ing it har( to s%ea# clearl0 an(

(istinctl0 n intoxicate( %erson /a0 .reathe

noticea.l0 sloer or shalloer than others'here /a0 .e ea#ness in .reath ith little air

inhale( or exhale(

Tiredness.

lcohol is a (e%ressant s %eo%le .eco/e

intoxicate( the0 sho signs o .eing slee%0'heir e0es /a0 .e heav0 or close( or the0 /a0

have a %laci( or ixe( ga


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1 sign

⊗ Beco/e alert or the (evelo%/ent o other

signs a single sign is not necessaril0 lin#e(

to intoxication

⊗ Ma#e lo9ris# o%tions availa.le to slo

alcohol inta#e or exa/%le oer oo( or

lo9alcohol (rin#s

11+


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# signs

⊗ Monitor the %atron careull0

⊗ Move to lo9alcohol or non9alcohol (rin#s

⊗ %ossi.le serve oo( to (ecrease the rate o

(rin#ing

$ signs

⊗ Serve onl0 lo9alcohol or non9alcoholic

(rin#s99another regular roun( can lea( to

intoxication

⊗ the %atron is (riving serve no /ore

alcohol

' signs or more

⊗ Serve no /ore alcohol to this %atron un(eran0 circu/stances

⊗ =se ?/anage/ent o intoxication@

techniques to re(uce the li#elihoo( o inur0an( (a/age or exa/%le ensure that the

%atron has sae trans%ortation ho/e; i

necessar0 call the %olice

%re"enting Into(ication

A.viousl0 i 0ou ocus 0our eorts on

%reventing intoxication 0ou on>t have to .e as

concerne( a.out recogni


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Appendix I6)

&ish*ashing Procedures

'he unction o the (ish asher is to steriliour ?or3 S&stem

a Set u% a se%arate rac# or tea glasses

uice glasses ater go.lets an( coee

/ugs B0 se%arating each t0%e o

glassare clean glasses can .e ta#en

(irectl0 ro/ the rac# $lace starter

%lates o various si


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2 Scra%e oo( scra%s into a trash can

3 $re9rinse the utensils in a %ot sin#

4 ill one %ot sin# ith hot soa%0 ater .0

turning on the ater an( %ressing the soa%

(is%enser .utton5 $lace utensils in hot soa%0 ater to soa#

Do not %lace shar% o.ects in %ot sin#s tosoa#

122


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6 ill a secon( sin# ith clean ar/ ater

* require( a(( a saniti


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Appendix 6)

-uipment 3leanliness andaintenance

Cleaning +efrigeration @nits

ll rerigeration units /ust .e cleane( regularl0

or eicient o%eration or oo( saet0 an( to

eli/inate o(ours

$ut oo( in another rerigeration unit ith a

co/%ara.le te/%erature hile 0ou clean an(

hile 0ou ait or the cleane( unit to return to

nor/al o%erating te/%eratures

Be %atient hen (erosting "et the rost

co/%letel0 /elt 'r0ing to re/ove ice ithshar% o.ects /a0 %uncture a rerigerant line

S%eciic instructions or cleaning each unit are

liste( .elo:

Steps:

1 =nits to .e (eroste( shoul( .e turne( o at

the electric %anel control .ox

2 Move all oo( to another rerigeration7

ree


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1 A%en (oor Re/ove all rost accu/ulations

ro/ interior surace

2 Clean an( (r0 interior suraces thoroughl0

3 Re/ove /il# (is%ensing valve Clean

thoroughl0 Re%lace

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4 Close (oor Clean exterior o /achine ith

sot (a/% cloth (r0 an( %olish ith sot (r0

cloth

Ice Cream Free5er

1 'urn the unit o at the electrical %anelcontrol .ox .eore (erosting

2 Re/ove li(s or ice crea/ ree


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or other /aterials ro/ all suraces

3 'horoughl0 clean .ase attache( to the ta.le

4 Reasse/.le can o%ener

12*


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Bread +ac3

1 =se or .rea( onl0 o not allo clothing

%urses etc to .e %lace( on the .rea( rac#

2 Clean one shel at a ti/e .eginning at the

to% shel

3 Re/ove all .rea( ro/ shel 'horoughl0clean an( (r0 shel Return .rea( to shel

4 o next shel (on Continue one shel at a

ti/e until all are (one

Sin3s

1 ll sin#s in the %re% area /ust .e #e%t clean

at all ti/es Each has its on use o not

use or an0 other %ur%ose

a 'hree or 4 co/%art/ent sin# 9 or

ashing (ishes in an e/ergenc0

cleaning %ots an( %ans ashing

%ro(uce . Mo% sin# 9 or (is%osing o /o% ater

cleaning an( rinsing loor /o%s an(

other heav0 (ut0 cleaning not connecte(

ith oo( an(7or oo( utensils

c )an( sin# 9 or e/%lo0ees to ash

han(s is%ensers /ust .e su%%lie( at

all ti/es ith soa% an( toels

Cleaning itchen !quipment

'he cleaning o coo#>s equi%/ent is assigne( to

coo#s )oever shoul( 0ou .e nee(e( to assist

the olloing %roce(ures ill serve as a gui(e:

)rill


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Filtering

'his %roce(ure is o li/its to e/%lo0ees un(er

the age o 1+

1 'urn (ee% r0er o llo grease to cool

2 i% as /uch grease as %ossi.le ro/ the

r0er #ettle $our through ilter cone

12,


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3 Re/ove grease %an ro/ r0er an( ilter

re/ain(er o grease through ilter cone

Drease /ust .e coole( .eore .eing

iltere( o not atte/%t to /ove grease %an

ro/ r0er alone4 'horoughl0 clean grease #ettle Do not use

/etal cleaning %a(s Never use anychemical cleaning compouns in the

grease !ettle" Never uner any

circumstances# clean the grease !ettle $ith

soap or etergent" Soa% causes grease

.rea#(on

5 Return clean #ettle to r0er Reill ith

iltere( grease

6 'urn r0er ther/ostat to 2--° until that

te/%erature is reache( 8ext turn

ther/ostat to 2*5° until that te/%erature

has .een reache( inall0 turn the

ther/ostat to 35-° until grease has .een

.rought to the %ro%er te/%erature Do not

attempt to cook anything in grease until it

has been brought to !"#° $.

8B 'o thoroughl0 clean #ettle ater e/%t0ing

#ettle o grease rinse out ill ith ater

Return to r0er .ring r0er te/%erature u% to

35-° slol0 (( a%%roxi/atel0 one9hal .ox

.a#ing so(a s/all househol( si


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4 'a#e the ixture a%art i necessar0

5 Clean inner an( outer suraces ith glass

cleaning solution an( a sot cloth Re/ove

stu..orn (e%osits ith a little (etergent

solution on a cloth then rea%%l0 glasscleaning solution

131


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6 r0 ith a clean (r0 cloth

* !i%e the light .ul. ith a (r0 cloth onl0

+ Reasse/.le the ixtures

, $ut aa0 the la((er an( cleaning su%%lies

Lights o"er !quipment Line

1 Dras% e(ge o light ixture careull0 an(

gentl0 %ull ixture (on an( aa0 ro/ the

ceiling surace )an(le ixture ith car

Dlass ill all out o the hol(er i nothan(le( careull0

2 Clean glass an( hol(er ith glass cleaner

an( sot cloth Clean .oth inner an( outer

suraces3 r0 ith clean (r0 cloth Ma#e certain that

all strea#s an( s/ears are re/ove(

4 Return ixture to %ro%er %lace han(ling ith

care &ake certain that fixture is firmly reset in opening.

5 Clean each light ixture in the sa/e /anner


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=n(ersi(e o ta.le

g ll outer oo( e(gings o .ooth seats

an( .ac#s

h ollo sa/e %roce(ure in cleaning ree9

stan(ing ta.les an( chairs Ensure thatchair rungs an( legs are clean

+emo"ing Trash

ll trash cans in the entire restaurant area /ust

.e e/%tie( at the en( o 0our shit an( asnee(e( 8ever leave trash in the restaurant

overnight

$lastic liners shoul( .e utili


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(isconnecte( .0 han(

ter the ull tan# is hoo#e( u% .lee( the lines

.0 (is%ensing the .everage until its consistenc0

is nor/al Colour ill oten in(icate a %ro%er

/ix 'aste the .everage i 0ou are in (ou.t

135


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CO# Tan3s = 'mployees under the age of 1

should not change ()* tanks.

CA2 car.on (ioxi(e %rovi(es ?i


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4 Re/ove the har( %lastic hol(er an( sac#

5 Store the hol(er an( (iscar( the sac#

6 Clean the insi(e o the (is%enser

* Clean the (is%enser han(le

+ Det a ull container o /il# ro/ the al#9inrerigerator

, $lace the container in the (is%enser ith thehose acing the ront at the .otto/

13*


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1- 'hrea( the hose through the han(le an(

re%lace the han(le

11 Close the han(le an( cut the hose at the angle

an( length s%eciie( .0 local health las

The Cappuccino achine

'he Ca%%uccino /achine has un(ergone

nu/erous re%airs %artl0 as a result o a lac# o

regular /aintenance olloing these gui(elines

shoul( ensure %ro%er unction an( the qualit0 %ro(uct it as (esigne( or

orning Staff

9ail& Flushing of Filters

1 Re/ove ilter ro/ one o the coee hol(ers

an( re%lace it ith the .lan# ilter the one

ithout the holes

2 Scre it in as usual as i 0ou ere /a#ing a

coee )it the /anual on an( o unction

on the touch9%a( 1- ti/es in a ro 'his ill

lush an0 oils an( coee resi(ues let in an(

aroun( the ilter

3 =nscre the hol(er Rinse it out an( re%eat

this %roce(ure ith the other (is%enser

9a& and Night Staff

Bleeding the Steamers

1 Beore using the stea/er to heat /il# turn it

on or a secon( to .lo out the ater in the

line

2 ter stea/ing the /il# turn it on again to

.lo out an0 /il# let in the stea/er tu.e this is not (one ater each use resi(ual /il#

let in the tu.e ill eventuall0 en( u% in the

ater reservoir turn sour an( aect the

lavour o ever0 cu% 0ou /a#e

9a& Staff

?ee3l& Cleaning 4ith Special 9etergent

1 Re%lace ilter in han(le ith .lan# (( one

s%oonul o Euro Milan Coee etergent

an( scre into (is%enser $ress single cu% on

the touch %a( an( ait until it c0cles Re%eat

this several ti/es until soa% has (issolve(

ull0 Re/ove an( rinse hol(er Re%eat or

other (is%enser lush .oth (is%ensers

several ti/es ith no hol(er in %lace to

re/ove an0 soa% resi(ue 'his %roce(ureshoul( .e (one once a ee#

9a& Staff

?ee3l& 9raining and +efilling of Boiler

1 'urn .otto/ right #no. to ?-@2 'urn on hot ater (is%enser on let si(e an(

let the ater run until the reservoir is e/%t0

'urn #no. to ?1@ to reill tan# Chec# ater

level gauge to conir/ it is ull3 'urn #no. to ?2@ to heat ater reservoir to

or#ing te/%erature a.out 2- /inutes

'his %roce(ure shoul( .e (one once a ee#

"eave han(les in %lace in (is%ensers hen not in

use 'his hel%s to #ee% ashers in (is%ensers

ro/ (r0ing out

13+


139/146

Appendix 6I)

Safet' #uidelines

Note: It is e(tremel& important that &ou read

the


140/146


141/146


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Appendix 6II)

3atering #lossar'

Booster Seat. s/all chair9li#e seat hich sits

on a chair or in a .ooth to .ring s/all chil(ren

u% to ta.le level

Bus Tu;. rectangular har( %lastic container

generall0 use( or hol(ing use( (ishes

silverare glassare etc

Char=Broiler. Equi%/ent use( to coo# oo(s .0

(irect la/e heat

CO# Tan3s. Metal tan#s containing car.on

(ioxi(e connecte( to the sot (rin# (is%ensing

s0ste/ hich gives sot (rin#s theircar.onation i


143/146


144/146

Line. ie coo#>s line 'he equi%/ent an( oo(s

necessar0 or the %ro%er coo#ing an( %lating o

oo(s

icro4a"e O"en. coo#ing heating /etho(

using /icroaves to coo# an( or heat

i(ing. Blen(ing together the ingre(ients o a

given oo( ite/

on3e& 9ish. s/all roun( .ol Ma0 also .e

calle( ruit (ish na%%ie etc

Order. 'he oo(s an( .everages requeste( .0 a

guest an( ritten on the guest chec#

O"erflo4 Tra&. tra0 usuall0 re/ova.le

locate( at the loer ront o a (is%ensing

/achine hich catches (ri%%ings

%lastic @tensils. $lastic #nives or#s s%oons

etc %ac#age( ith carr09out or(er

%lastic Film8 Or Film. thin clear %lastic

usuall0 oun( in rolls use( to cover an( ra%oo(s or storage

%ot Sin3. Sin# s locate( in the rear %re% area

hich are use( or ashing %ots an( large

utensils =suall0 a series o three or our sin#s

+esidues. Materials hich are let hen the

.ul# o /aterial is gone S%latters (ri%s

cru/.s etc are resi(ues

Salad Station. 'he area here all %re%are(

sala( ingre(ients are #e%t

Scale. Equi%/ent use( to (eter/ine the eight

o a %ro(uct

Scrap Sin3. sin# locate( on the use( (ish ta.leo the (ish ashing /achine into hich all scra%s

let on utensils are scra%e( %rior to the (ish .eing

%lace( in the (ish ashing /achine (ish rac#

Ser"ice Area. 'he assigne( area in hich the

oo( server is (esignate( to serve guests an(

atten( to si(e (uties

Ser"er-s Station. 'he ca.inet shel etc hich

contains those ite/s nee(e( .0 the server or

co/%letion o guest service: ie con(i/ents .us

tu. .ooster chair etc

Side=Order. oo( or(ere( as an

acco/%ani/ent to an entree such as onionrings rench ries etc

Side ?or3. Cleaning stoc#ing %re% or# etc

(uties hich a oo( server an( coo# /ust

%eror/ hen not serving guests

S3immer. long han(le( %erorate( s%atula9

li#e o.ect use( or re/oving oreign /aterials

ro/ a liqui( such as (e.ris ro/ the r0er

Slicer. Equi%/ent use( to cut oo( into thin

slices

Soup Station. 'he area here the sou% %ots are

locate(

SoufflD Cups. S/all %a%er cu%s usuall0 lute(

hich hol( con(i/ents an( sauces

Spatula. long han(le( utensil ith a lat

.roa( .ase use( or turning oo(s

S&rup Tan3s. C0lin(rical /etal tan#s

containing the s0ru% concentrate hich is e(

into the sot (rin# (is%enser

Ta;le 9ispensers. Containers or hol(ing sugar

%ac#ets salt an( %e%%er etc

Tha4ing. 'o allo a %ro(uct to change ro/ a

ro


145/146

@tensils. ter/ use( to (esignate such ite/s as

(ishes silverare %ots etc

Eendor. 'he ir/ ro/ hich su%%lies are

%urchase(

?al3=In Free5er+efrigerator. "arge ree


146/146

2ur Hotel2ur &$$ress, 2ur -it!, 2ur (rovince, 2ur (ostal -o$e

Ac$no*ledgement of 2eceipt of Food C Beverage anual

I ackno

restaurant manual

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