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The Basics Of Training
1. Employee Training 2. What Is A Standard? 3. Advantages Of Training For Employee 4. Advantages Of Professional Training For Management. 5. Step By Step Introduction For Trainee 6. 4 Step Training Method 7. 9 Step Training Method 8. Helping Others Grow 9. Leadership 10. Tasks of A Leader – What Leaders Do 11. Factors For Motivation 12. Ten Laws Of Customer Satisfaction 13. Hygiene Operational Details 14. The Six Golden Service Rules For F&B

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Employee Orientation
Material & Papers: - Orientation Checklist - Sop’s - Job Description - Rules & Regulations 1. The hiring of a new employee for the hotel is crucial for his/her approach and attitude towards the company. 2. The orientation of the new employee should be accordingly to his/her responsibilities, assigned position and organization level. ( Especially supervisors should be informed in detail about their overall responsibilities ) 3. With every new employee, a written contract is issued in 3 copies. ( 1 for employee, 1 for management, 1 for Human Resources ) 4. Clear information are given about work schedule, necessary adjustments according to business volume, lunch/dinner breaks, overtime, split/shift hours. 5. Before signing the contract the employee will be informed about the wages in detail ( gross & net salary, payments, taxes, insurance, overtime pay, holidays, sick leave, maternity leave, family leave ect.) 6. All new team members are informed about the conditions of accommodation public transport, offices, hospitals, shops etc. 7. Details about safety regulations, accident prevention and health & sanitation Guidelines ( employee’s handbook ) are issued to each new employee. 8. Prior to starting work, team members are informed about their possible future Prospects (training plans, promotions, internal transfer possibilities, salary) 9. Not only material conditions are tipping the balance! 10. Besides the introduction of the direct supervisor, the orientation includes as well the Director of Human Resources and other Head of Departments. 11. Social attributes like sports events, family days, welfare, special team events ( beach cleaning, local community approach) might be mentioned. 12. Additional social benefits like yearly performance bonus and service charge should be explained according to company’s regulations. 13. A high staff turnover during pre-opening and grand opening of the property is to be expected. 14. A thorough introduction into the new employment is of outmost importance for proper working conditions, safety regulations and accident prevention. The accident risks in the first half year is about 50% higher compared to the second half. 15. Detailed guidelines and a comprehensive orientation is handed over to the new staff. 16. A copy of the related job description for the assigned employee is issued. 17. Moreover an informal introduction with fellow team members is mandatory. 18. Prior to starting work, the specific assigned desk & office with related department sections are shown and explained.

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19. The new team member is being introduced to the company’s rules and regulations, mission statement, regulations in case of absenteeism and sickness. 20. In case of any changes of technical, organisational or personal nature the employee will be informed accordingly. 21. Prior to the introduction of the new employee the team will be informed about the a) Personality of the new team member b) Professional background and gathered hospitality experience c) Assigned responsibilities among the team. d) Competences after successful introduction period. 22. New employees should get the feeling of being welcomed and that everybody had been anxious about their arrival. They should be treated as a Human Being and not only as a “sheer number” among the rest. 23. First impressions and experiences during the first hours of employment, will shape his/her view and a lasting approach towards work, team effort and company relation. 24. The situation of the new employee ( fear, uncertainty, nervousness, good intentions hopes, expectations, pride ) will be considered during the introduction. 25. The pre-orientation of the new employees will be decisive for the efforts and future approach to built a unique relation with the property and company. 26. The introduction of the new team member should not only be based for his/her responsibilities, but as well regarding the entire team and the cooperate identity. 27. For the assignment of staff the existing team members, age and seniority should not be forgotten as a vital aspect of influence. 28. It ought to be considered that entering colleagues should be assigned for specific tasks and responsibilities according to their experience, interests and requests, but as well due to their intelligence and abilities. 29. The supervisor responsible for the “newcomer” provides a comfortable step-by-step introduction. Giving him/her time and assistance to fit into the initial probation period. 30. The staff’s experience with their previous supervisor will shape and set their expectations for the upcoming successor accordingly. 31. Rescue and emergency installations, phones, “pigeon box”, elevators, machines & utilities shall be explained to the new colleague. 32. After the probation period, it will be analysed by the supervisor whether the colleague is capable of handling his/her job, ability of adjusting and performing in the team

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the execution of set goals and has reached with achievement the average efficiency. 33. Employee’s orientation is not the responsibility of Human Resources alone, but Should be followed up as well by the direct supervisor to ensure the expected success. 34. The management supports the newcomers against the expectations of their equal Levelled colleagues and subordinates. 35. Mistakes in human leadership will have lasting emotions and attitudes, which can only be reduced and eliminated after a long learning period and emotional exercise. 36. During the introduction and probation period the supervisor should control, correct and follow up the achievements and assignments of the newcomer, whether they stand in accordance with the company’s business structures, rules and regulations. 37. It is advisable to issue a copy of names of team members with whom the employee will be working at the assigned section and department. 38. It will be of advantage to have an additional “buddy” assigned besides the direct supervisor, who will ease and explain further details about the working environment and responsible department. 39. Prior to the direct orientation, the employee will be introduced to the related activities with other departments and cooperate structure. 40. The company’s instructions and introductions means “Helping To Learn” a) Preparation of the new employee according to his/her job descriptions & SOP’s b) Demonstration and explanation of the step-by-step method c) Execution and exercise by the employee d) Evaluation of the instructions

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What is a Standard:


Something set up and established as a rule or Model for the measure of quality or value.

 The guest comes first  Consider guest expectations  Do things right the first time!!!!  Recognize the needs of the guest and communicate our vision.  Follow rules and regulations of HI at all times.  Remember to be the best and not part of the rest!  To ensure consistency, quality control, management tool, training tool  Train & exercise your tasks & ask for help if necessary to improve always  For every 100 guest who complain, 26 others are silent  Keep up communication between your supervisor and subordinates.  We hear only from 1 out of 27.  Those who complain, 91% will never return if nothing is done.  Every customer who has a complaint will tell 8-16 others.  It costs 5 times more to attract a new customer than to keep an existing one.  82% – 95% of complaining customers will return, if something is done to
resolve it.

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Advantages of training for employee
 A properly trained colleague is not only worth more for the property, but he / she will be much more motivated and shows self-confidence.  Increased professional qualifications results in a higher pay-check.  With increased interest and suitability there are good chances for promotions.  The self-confidence gained through proper training provides a feeling of security and economical independence.  Improved standard performance and sufficiency is much in relation with satisfaction at work.  Only qualified staff can identify themselves with the company’s goals and level of standards and mission statement.

Advantages of professional training for management
 The level of performance of staff is improved through proper training and therefore results in positive approach and willingness of serving the guest in a best possible fashion.  The provision of education and training through a optimum of Standard Operation Procedures leads to improvement of service quality provided by the staff.  Proper planned training lectures make it easier for employees to handle a proper Introduction, adjustments and changes of the working environment.  Besides the improvement of the service product a higher level of service quality will be gained through occasional “depth training”.  Proper trained staff usually stay longer with the company and therefore reduces much fluctuation and labour / training costs.  From experience, well trained staff are usually less absent or sick.  Fewer accidents occur at the working sections through detailed on-the-job training of “prevention of accidents”.

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 Qualified training helps prevent wastage, breakage of material and utensils.  In order to stay competitive with other properties, regular company information and updates through human resources result in high spirits and motivation.  Introduction of new technology available will be useful to adjust to changes of Market trends and competition.  The top goal must always be the utmost satisfaction of our clients and therefore should result in an increasing number of repeating guests.

Step By Step Introduction For Trainee
1. Step

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Introduction of the trainer The trainee / staff should know his / her trainer and what position he / she has in the hotel. 2. Step Trainer asks the trainee of his / her name or nick name The trainer should as well know who the trainee is and built a bridge like this already ( “how should I call you” ) 3. Step Shaking Hands Give the trainee the feeling of friendship, tolerance and relationship, through a proper handshake the trainee will lose his / her nervousness. 4. Step Trainer explains the training task The trainee should know and understand exactly how the task should be executed, in order To prevent any misunderstandings or doubts. 5. Step Trainer points out the importance of the task The staff should realize, that the task is of utmost importance for the daily execution of his / her work and responsibility. 6. Step The trainer assures the trainee of his / her ability as a qualified teacher for the task section. The trainer explains that he / she has sufficient knowledge and many years of experience For the said task section. ( without to much bragging ) 7. Step Trainer guarantees the trainee the successful execution of the task after finishing the Training lecture. The trainer assures with simple explanations of the success and motivates the trainee for the upcoming training tasks. 8. Step Ask the staff whether he / she is right or left handed.

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A “right hander” observes best from the right hand side and therefore should be standing On the right side of the trainer.

9. Step Check for the best possible conditions and requirements Provide proper lightning, temperature, tools, flip chard, etc.

10.Step And now train !!!

4 Step Training Method

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1. Prepare the new staff for his / her duty: Arrange for positive and relaxed atmosphere Point out the importance of the task. Describe briefly the basic steps Check on knowledge previously acquired by the trainee

2. Explain and demonstrate the task in small steps: Slowly and precise from the beginning Split up the task in small steps Mention and describer the main points Speak in the language of the trainee

3. Let the trainee execute the task and explain in detail: - Step by step from down from the beginning - Prevent any mistakes or wrong approach from the beginning - Observe the trainee attentively

4. Let the trainee practise the task and check the details: Give the trainee enough time Provoke him / her and ask detailed questions Accept errors and assist with proper adjustments Motivate the trainee and give him / her self confidence

9 Step Training Method

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The Trainer 1. Demonstrates and tells ( what ? ) 2. Demonstrates and tells ( what ? ) and explains ( how ? ) 3. Demonstrates and tells ( what ? ) and explains ( how ? ) and elaborates ( why ? )

The Trainee 1. Listens and observes

2. Listens and observes 3. Listens and observes

4. Demonstrates ( what ? ) 5. Demonstrates ( what ? ) and ( how ? ) 6. Demonstrates ( what ? ) and ( how ? )

4. Tells, ( what ) the trainer demonstrates 5. Tells, ( what and how ) it is demonstrated by the trainer 6. Explains ahead of the trainer ( what ?, how ? and why ? )

7. Listens and observes ( corrects, if necessary ) 8. Listens and observes ( corrects, if necessary, asks questions ) 9. Listens and observes ( corrects, if necessary, asks questions )

7. Explains and demonstrates ( what ? ) 8. Explains and demonstrates ( what ?, and how ? ) 9. Explains and demonstrates ( what ? ), explains ( how ? ) elaborates ( why ? )

Helping Others Grow

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1. 2. 3. 4. 5. 6. 7. 8. 9.

Pygmalion – Expect the best Discover their motivators Build challenging realistic goals Give clear core values & benefits Encourage risk – accept errors Remind of role models of saint & heroes Provide positive reinforcement Built teamwork & group pride Provide empowerment & independence

10. Point beyond yourself & let go

Leadership

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Managers Practical Reasonable Decisive Analytical Controlled Orderly Logical Mannered Develop Knowledge Systems

Leaders Visionary Experimental Options Intuitive Spontaneous Chaotic Unpredictable Passionate Create Insight People

Tasks Of A Leader - What Leaders Do

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1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.

Create Vision Affirm Values Develop Motivation Manage Build Workable Unity Explain & Teach Serve As Symbol Lead By Example Develop & Maintain Trust Represent The Group Select & Develop Talent Renew & Energize

Factors For Motivation

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1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20.

Continuous Employment Feeling That Their Real Skills And Capabilities Are Being Put To Use Real Team Work In The Group Strong Program Of Employee Benefits Real Awards That Are Inherent In The Work Pay Better Than Average Able To Explore New Areas & To Grow As Much As They Can Fairness In Promotion – Based On Performance - Promotion From Within Good Working Conditions – Accommodation Consistent With Position Knowing What Is Going On In The Company Strong Pressure To Accomplish Tasks Mistakes Are Permitted And There Is Little Chance Being Released Feeling Their Job Is Important Company Policies That Are Known & Fair Knowing What Is Expected Of Them Recognition & Being Told How Well They Are Doing Sufficient Responsibility & Authority High Standards Of Accomplishments That They Must Reach For Opportunity For Initiative – No Direct Or Close Supervision Having A Manager Whom They Respect

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Ten Laws Of Customer Satisfaction
1. Recognize your guest 2. Make A Positive First Impression 3. Fulfil You’re Your Guests Expectation’s 4. Reduce Effort Required For Customer 5. Facilitate Customer Decision Making 6. 7. Focus On The Customer’s Perception Avoid Violating Customer’s Unspoken Time Limits Create Memories Customer’s Want To Recapture Expect Your Customer To Remember Bad Experiences

8. 9.

10. Put Your Customer In Your Dept

Hygiene Operational Details

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Basic law: Outmost cleanliness is required for the operation of the entire kitchen operation. Most important factor for the professional hygiene is absolute cleanliness with oneself, Preparation and handling with all food & beverage ingredients, machinery, applicants Interior, equipment and operating space, production and service area. Health is the most valuable asset for oneself. The professional hygiene therefore is most Important and serves to protect the health and well being of the individual. For the daily work process and operation in the F&B department and the kitchen it is Therefore the factor which should be dealt with as priority No.1. Insufficient hygiene In the kitchen can result in very severe illness and sickness, which as well most of the Cases results in damaging consequences of the entire hotel ( reputation, loss of business, Sewage by clients ect) Personal Hygiene: The most important action in the kitchen is the washing of hands. Bacteria move from hand to hand; clean hands and short cut fingernails reduce the risks of transmission. Therefore it is very crucial to clean & wash hands with warm water and liquid soap as follows: right before scheduled work shift after cleaning the noise after each use of the toilet after the cleaning of vegetable, fruits and vegetables after touching raw meats and fish, eggs etc. after cleaning and dirty procedures after touching unclean equipment and material (packaging, garbage, money, door knob) to dry hands with paper tissue, not with commonly used towels, aprons & kitchen towels hand contact with delicate food items should be minimized as much as possible; this applies for products which are not reheated anymore such as: cold platters, salads, dessert etc. the use of hygiene handkerchiefs has to be implemented. in case of eczema and open wounds food should not be touched at all. preventions are hygiene handkerchiefs and plaster, even small scratches never taste food products with your fingers ( to many bacteria around ) there are lot of bacteria in the nasal-mouth area, therefore never cough or sneeze onto food employees with infection of these areas should stay away from food and food production people with ongoing diarrhea should contact a doctor, as the danger of immediate transmission of bacteria is obviou

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The six golden service rules for F&B

Oriental Hospitality Consultants – OrientalHospitality.com 1. Guest Focus Give the guest what he/she wants     The guest is reason why we are in business and therefore the guest and his/her needs must be the focus of everything that we do. Never say : “ I’m sorry, that’s not part of our policy. If that is the case, then it is truly time to review that policy to meet the guest’s need. Whatever the policy or procedures used to handle any situation involving guests should always be formulated with the guest’s need in mind.

2. Focus on the process as well as the results React on complaints positively and follow up on it   How a task is carried out is as important as the final result. The step by step approach that we adopt to carry out any task is part of our quality service though the end result is what most guest experience.

3. Prevention versus inspection Consistent, prompt & polite recognition   It is better to prevent set up a situation, whereby little variations in quality takes place rather than to always be checking for quality. The standards and procedures set up to accomplish a task should be “prevention” orientated rather than a cure.

4. Mobilize expertise Fast – Sufficient – Greeting – Friendly   Seeking advise and technical knowledge of those who are expert in a particular field, and help us maintain quality. If you are not sure of handling a delicate situation or service procedure, ask always first your supervisor

5. Fact based decision making Check twice  Whatever decisions we make should be based over on Hard facts gathered through records or data collected Over a period of time, rather than a “gut-feeling” approach.

6. Feedback The best people to ask about quality service is our guest.   Guests are always willing to tell us what they expect, need and want from us in terms of service and quality. A system of gathering feedback from our guests should be implemented as a constant check on guest satisfaction.

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 THE STAGES OF FOOD HYGIENE TRAINING TABLE

Food Safety Manual Hazards Analysis Essentials Food Hygiene "Food for Thought" Certified Food Hygiene Intermediate/Advanced Purchasing Food Receiving Food Storing Dry Goods Storing Chilled Foods Storing Frozen Foods Fridge Temperatures Freezer Temperatures Food Preparation Cooking Hot Food temperatures Food service Food Display Cooling of Food Re-heating of Food Cleaning Schedules Cleaning Techniques and Standards Maintenance Standards Pest Control Waste Management Fitness to Work Food Complaints Training

Chef

Food Hygiene Training

Kitchen Assistant Kitchen Casual Restauran t / Bar Team Restauran Manager t / Bar Team Restauran Leader t / Bar Assistant Restauran t / Bar Casual Housekee ping Team Housekee Manager ping Team Housekee Leader ping Assistant Housekee

Operation s Manager Head Chef Sous Chef

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Check List For Sanitary Sections
Food & beverage, storage and processing: 1. Fresh ingredients to be stored at 7 C . Outside thermostat installed. 2. Hot soups, sauces etc. keep warm at 60 C. and higher. 3. Puddings, sauces and soups to be cooled down soon after finishing processing. 4. Pork meat to be roasted and prepared well done. 5. Steady new food storage after the principle: FIFO ( first in – first out ) 6. No storage directly on the floor. 7. Keep storage areas free of insects and pest. 8. Pest control to be executed on regular basis. ( F&B kept at secure place ) 9. No live animals. 10.Ice cream scooper to be kept in running water, cleaned several times daily. 11.Dry brooming prohibited. 12.Slicing machines, butcher machines, fruit & vegetable processors cleaned daily. 13.Meat mincer parts to be kept in fridge over night. 14.Protect food & beverage items from chemicals, pest chemicals, condense water. 15.Distance to be kept between tables/shelving and walls. 16.Daily cleaning schedule to be complied with. 17.Steward cleaning tools stored at proper place. 18.Daily checks on food and beverage items. Dishwasher machine and stewarding: 1. Check up for the right temperature, appr. 70-80 C for sterilization of water. 2. Step by step cleaning procedure. 3. Enough glass racks on standby for main service hours. 4. Machine to checked regularly for proper handling and maintenance. 5. Enough chinaware, glassware and cutlery on standby for main service hours. 6. Pressure valves to be clean of obstruction. 7. Timing set for washing and sterilization to be enough. 8. Chipped china ware to be removed and listed separately for monthly inventory. 9. Entire machinery to be kept clean and in sanitary condition at all times. 10.Walls and ceilings to be kept clean. 11.Floors and sinks to be kept clean and in proper condition. Personal Hygiene: 1. Sanitation sinks for washing hands with cold & hot water, soup & paper towel dispenser. 2. Chef hats for everyone. Uniforms to be changed daily 3. No smoking signs in all F&B production areas. 4. Keep hands off from hairs, nails and noses. General: 1. Locker area to be kept clean and with proper air condition. 2. Garbage disposal containers to be kept clean, covered and cleared daily. 3. Garbage collection/separation area is tiled and hosed down with hot steam on daily basis. 4. Receiving area to be kept clear of pests, shelving & hand sink installed and hosed Down with hot steam on daily basis. 5. Toilets to be cleaned daily and kept in steady sanitary condition at all times.

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Checklist Room Service Dry Run
Yes No Not Apply Signage: 1. Did you find a hotel information and the room service menu easily visible? 2. Did you see the door knob menu on your pillow ?

Order Taking: 3. Was the phone answered immediately ? 4. Did the order taker greet you ? 5. Did the order taker offer any wine, beverage or cocktail ? 6. Did the order taker recommend any special dish ? 7. Was any special of the day recommended ? 8. Did the order taker mention time of preparation and service ? 9. Was a selection of salad dressings offered ?

Greeting & Appearance: 10. Did the waiter greet you politely while entering the room ? 11. Was the waiter well groomed ? 12. Was his / her uniform clean and in good condition ? 13. Did his / her general appearance appeal to you ?

Service: 14. Was the chinaware clean and not chipped ? 15. Was the cutlery polished ? 16. Where the glasses clean and not chipped ? 17. Was salt & pepper served ? 18. Was the breadbasket in order and served with a clean napkin ?

Oriental Hospitality Consultants – OrientalHospitality.com Service Procedure: 19. Did the waiter serve your order within the given time frame ? 20. Did the waiter serve your order complete with all items included ? 21. Did the waiter serve fresh bread and chilled butter ? 22. Did the waiter bring the correct salad dressing. 23. Where the hot food items covered with a cloche ? 23. Did the waiter offer to open your ordered bottles ? 24. Was the bill properly written and correctly dated ? 25. Did the waiter offer his / her farewell and showed politely gratitude ? 26. Did the service in general meet your expectations ?

Food Quality: 27. Was the appetizer tasty and presented well ? 28. Was the hot soup served hot and cold soup chilled ? 29. Was the main course presented well ? 30. Was the meat prepared according to your order and liking ? 31. Was the salad fresh and well selected ? 32. Did the dessert presentation meet your expectations ? 33. Did the waiter serve the coffee / tea hot ? 34. Did you get a nice selection of jam & marmalade ? 35. Did you receive at least 4 kind of bread and hot toast ? 36. Did the waiter properly follow up on your complaint ?

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General Comments:

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

Guest Name: ____________________________ Checked By: ______________________________

Room No.: _____________________________ Points:

_______________________________

Date :

_____________________________ Supervisor: _______________________________

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Checklist Room Service Dry Run
Yes No Not Apply

Signage: 37. Did you find any hotel information and the room service menu easily visible? 38. Did you see the door knob menu on your pillow ? Order Taking: 39. Was the phone answered immediately ? 40. Did the order taker greet you ? 41. Did the order taker offer any wine, beverage or cocktail ? 42. Did the order taker recommend any special dish ? 43. Was any special of the day recommended ? 44. Did the order taker mention time of preparation and service ? 45. Was a selection of salad dressings offered ?

Greeting & Appearance: 46. Did the waiter greet you politely while entering the room ? 47. Was the waiter well groomed ? 48. Was his / her uniform clean and in good condition ? 49. Did his / her general appearance appeal to you ?

Service: 50. Was the chinaware clean and not chipped ? 51. Was the cutlery polished ? 52. Where the glasses clean and not chipped ? 53. Was salt & pepper served ? 54. Was the breadbasket in order and served with a clean napkin ?

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Service Procedure: 55. Did the waiter serve your order within the given time frame ? 56. Did the waiter serve your order complete with all items included ? 57. Did the waiter serve fresh bread and chilled butter ? 58. Did the waiter bring the correct salad dressing. 23. Where the hot food items covered with a cloche ? 59. Did the waiter offer to open your ordered bottles ? 60. Was the bill properly written and correctly dated ? 61. Did the waiter offer his / her farewell and showed politely gratitude ? 62. Did the service in general meet your expectations ?

Food Quality: 63. Was the appetizer tasty and presented well ? 64. Was the hot soup served hot and cold soup chilled ? 65. Was the main course presented well ? 66. Was the meat prepared according to your order and liking ? 67. Was the salad fresh and well selected ? 68. Did the dessert presentation meet your expectations ? 69. Did the waiter serve the coffee / tea hot ? 70. Did you get a nice selection of jam & marmalade ? 71. Did you receive at least 4 kind of bread and hot toast ? 72. Did the waiter properly follow up on your complaint ?

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General Comments:

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

Guest Name: ____________________________

Checked By: ____________________________

Outlet:

____________________________

Points:

______________________________

Date :

_____________________________

Acknowledged By Supervisor: ______________

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Questions for selection of cash register
1. What kind of computer/control systems can be connected with CR? 2. Are the programs offered appropriate for the property/outlet? 3. Are certain program changes included in the purchase? 4. What kind of guarantee is given by different suppliers? 5. Is there customer service as well on holidays/weekends? 6. Are service, staff training and program manuals included in purchase? 7. How many days of staff training are needed prior to the operation? 8. How much time and manpower can be saved with this equipment? 9. Where and at which operation can same/similar equipment be seen? 10. What are the details for purchase and rent of equipment? 11. How many service days are guaranteed by supplier? 12. Is the purchase in relation with the expected revenue of outlet? 13.Is it possible to change the equipment within 2 years if a new product comes on the market?

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Resort & Spa _______ to _______

Pool Service Checklist

Date:

TIME 08:00 09:00 10:00 10:05 10:30 11:00 11:30 12:00 12:10 12:30 13:00 14:00 14:05 14:30 15:00 16:00 16:05

TASK Engineering Dept deep cleans pool Pool area clean and neatly set up, umbrellas open Offer Cold towel Collect cold towel Clean Sunglasses and offer Spritzer Offer fresh cut fruit (e.g. pineapple or watermelon) Clean sunglasses and offer Spritzer Cold towel and present lunch menus Collect cold towel Clean Sunglasses and offer Spritzer Offer Fresh fruit (different from a.m. fruit) Offer Cold towel Collect cold towel Offer Sorbet of the day Clean sunglasses and offer Spritzer Offer Cold towel Collect cold towel

MON

TUES

WED

THU

FR

Phrases to use: rounds: “Would you like a cold towel sir / madam?” guests “May I collect your glass sir/madam?” refill ice “May I collect your towel sir / madam?” “Can we offer you some fresh fruit/a sorbet sir / madam?” “Would you like me to clean your sunglasses sir / madam?” bookmark open books “May I offer you a refreshing Spritzer spray sir/madam?” refill ice

Tasks to Carry out each time we make Hand out cold face towels and pool towels to Check and remove trash, pick up dirty towels, Check for Beads for DnD Bring out arrange towels for guests arriving Fold robes, arrange towels for guests & Ask guests if they want food and/or drinks, Offer guests Spitzer Sprays Ensure neatness & cleanliness of pool area Offer to move umbrellas for guest wanting

more shade

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OUTSIDE CATERING CHECKLIST *********************************

GAS AND BURNER DRY ICE COOLING BOX COOKING TROLLEY SPARE BURNERS FUEL PASTE APRONS HATS GLOVES FIRE BLANKET FIRE EXTINGUISHER 1.AID BOX CUTTING BOARDS KNIFES COFFEE TEA LEMON

ORDER/YES ORDER/YES

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INTERDEPARTMENTAL COMMUNICATION
DEPARTMENT INFORMATION NEEDED FROM FRONT OFFICE

MARKETING AND SALES

GUEST HISTORY,RESERVATIONS, FIRST IMPRESSIONS RELAYING MESSAGES, GU EST FUNCTION INFORMATION ROOM STATUS,POTENTIAL HOUSE COUNT, SECURITY CONCERNS, REQUESTS FOR AMENITIES & SUPPLIES RELAYING MESSAGES, ACCURATE VOUCHER INFORMATION POSTING OF CHARGES TO GUESTS ACCOUNTS, PREDICTED HOUSE COUNTS, PAID-OUTS INFORMATION ON SCHEDULED EVENTS, PROCESS OF PAYMENT OF GUEST CHARGES FOR SCHEDULED EVENTS PREPARATION OF DAILY FUNCTION BOARD AND MARQUEE PUBLIC COMUNICATION POST DAILY SUMMARY OF FINANCIAL TRANSACTIONS, FINANCIAL DATA FOR BILLING, CREDIT CARD LEDGERS ROOM STATUS AND GUEST REQUESTS FOR MAINTENANCE SERVICE FIRE SAFETY, EMERGENCY COMMUNICATION INFORMATION INVESTIGATION OF SECURITY CONCERNS INITIAL POINT OF CONTACTAND SCREENING FOR POTENTIAL EMPLOYEES

HOUSEKEEPING

FOOD & BEVERAGE

BANQUET

CONTROLLER

MAINTENANCE

SECURITY

HUMAN RESOURCES

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Food and Beverage Ratios
1.Optimal service hours: = Days of the year, 365 - Closed operation/ renovation - Government holidays 2. Employment level: = Number of served dishes Number of seats x opening hours ~ Details of service capacity of property and outlets ~ Connection of outlet capacity during service hours ~ Capacity & potential of restaurant seats during main service hours ~ Comparison with optimal planned Level of employment ~ Revenue performance per full time ( casuals according to working hours )

3. Revenue per employee: = Total revenue F&B Number of F&B employees 4. Revenue per seat (or qm per sales area) = Revenue of restaurants & bars Number of occupied seats of Restaurants & bars 5. Restaurant seats per employee: = Number of restaurant seats Number service manpower 6. Seating frequency: = Occupied seats x 100 Seating capacity x service hours 7. Guest turnover per meal period: = Number of guests per meal period Seat capacity 8. Bestselling items ( in %): = Number of sold dishes x 100 Total number of served guests 9. Average food revenue per dish: = Food revenue (3 main meal periods) preference Number of served dishes (3 main m.p)

~ Capacity & utilization of outlet ~ Price scale of restaurant

~ Performance utilization of employee ~ Service scale of outlet

~ Duration & time spent of guests ~ Standard of service

~ Turnover of visiting guests for various meal periods

~ For revision of menu, sales analysis ~ Prevent over-production, potential of staff

~ Spending power of guests, dish ~ Price scale for various meal periods

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10. Ratio of food & beverage revenue (in %): = Beverage revenue x 100 Food revenue 11. Stock of food mice en place: = Opening stock + Addition of received items - Issued food items 12. Inventory average per month: = (Opening stock + closing stock) 2 13. Food cost % food & beverage: = Total cost of food/beverage x 100 Net revenue of food/beverage

~ How is beverage revenue promoted ~ Results of up selling for beverage items

~ Control of stock inventory ~ Comparison of par stock & actual items

~ Timeframe, Interest, value of stock items ~ Revenue/turnover capacity of store items

~ Calculation of sales price ~ Product selection & production

14. Kitchen net profit: = Kitchen revenue (net) – surrounding costs ~ Profitability of operation sections Kitchen breakeven point: = Net profit x 100 Total consumption food 15. Operation ratios for restaurants: Restaurant service per meal period: = Number of served meals (B,L,D) Chefs & service staff on duty Kitchen production: = Number of served meals Chefs on duty Stewarding: = Number of served meals Operation hours of dishwashing machine Bars: = Beverage revenue Bartenders on duty Room service: = Number of individual bills Waiters on duty

~ Manpower adjustment for variable business volume

~ Assigned manpower efficiency

~ Planning and adjustment of duty roster

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Banquet & catering: = Number of served guests per function Banquet waiters on duty

Food and Beverage Policy
Headlines: Hotel: Name: Location: Concept: Marketing Focus: Details: Country, city and name of hotel Name of the restaurant/bar/outlet Marking of property & description Basic concept & theme of outlet - Details of market share of outlet - Sales approach: blitz, list of marketing tools ( signs extern/intern, commercials, adds, posters, web, media, TV, flyers, PR details) - Numbers of seats, table details ( 2-4 ) - Seating plan Interior Selection: - Description and list of furniture: ( chairs, tables, service counters, closets) - Photos of furniture & design, upholstery - Description of service tools: ( Grill-preparation counter, buffet set up, Coffee machines, fish basin ect. ) - Explanation of audio/video/TV arrangements - Kind of display and special feature of outlet - Seating ratio and turnover figures

Seating Capacity: couches

Special Additions: Music & Entertainment: Decoration: Seating Capacity:

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Proposed F&B Sales:

- Cost/sales ratio & % of food and beverage

Service Staff: Gross/Net Profit: Menus & Drink Lists: Menu Description:

- Numbers & % of employees per outlet - Expected sales and profits in numbers & % - Description of menu selection: ( design, lamination, size, pages, format ) Menu divided into sections Numbers of dishes per section Numbers of required menus Translation of menus in various languages Description of dishes & presentation

Service Counters: Beverage:

- Location of diverse food/beverage pick up - Listings of beverage offered: ( Wines, spirits, liquors, coffee, tea, juices ) - List of imported beverage - Presentation & description of cocktails Minimum & Maximum numbers of staff Working hours, working days per week Government holidays, vacation SOP’s & job descriptions, schedules

Staff Guidelines:

Uniform: positions

- Description of uniforms for various - Number of uniforms - Handling and responsibility by individual

Service:

- Daily mice en place for restaurant - Standard table set up with decoration - Service procedures starting from greeting the guest to payment of bill and farewell - Service procedures for various dishes

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Service Material: cooler

Service for regular guests Service for groups / children Flambees and carving procedures Division of assigned service stations Guidelines for pick up & clearing of F&B Decoration as flowers, plants, food display lightning and candles

- Par stock of table linen, napkins ect - Chinaware, ashtray, wine/champagne - Glassware, various cutlery - Bread basket, pepper/salt, sugar,

toothpick - Service of condiments: mustard, ketchup ect - Standard mice en place for stations w. photo - Reception desk with phone, log book, reservation cards, reservation book Control procedures: cheques - Step by step guideline for cash & For waiters and bartenders, cashiers - Procedure for laundry requirements - Procedure for ordering, inter transfers Cleaning procedures: - Daily restaurant cleaning time table With in accordance with housekeeping - Weekly cleaning schedule - Cleaning of stations, condiments

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Pre-opening Checklist
1. Is the F&B office ready for moving in? F&B meeting area set up? 2. Engineering details have been followed up? 3. Office interior ready: Computer, phone lines, furniture, filing cabinets, desks, shelving, key box for all outlets? 4. Is the basic file system ready? 5. All business papers, letterheads, local business contact, stationary on hand?

F&B Office:

Banquet & Catering:

6. Individual names for each and partitioned function room 7. Policies 8. Pricing structure, discount and credit policies 9. BQ forecast 10. BQ Sales contact log 11. BQ Tracing for files 12. BQ Sales reader files 13. BQ classification of catering event 14. BQ Sales daily guarantee sheet 15. BQ Sales inquiry follow-up 16. BQ Sales function sheet (discussed with Chef) 17. BQ Filing system 18. BQ Lost business report 19. BQ Operation meeting 20. BQ Sales weekly meeting 21. BQ Contract agreement 22. BQ & Meeting folder 23. BQ Menu proposals, pricing structure & folder 24. Layout sample of function set-up 25. Selection & storage of decoration 26. Theater style, classroom, cocktail, buffet and dinner set-up 27. Rental of rooms, equipment, video/conference equipment confirmed 28. Price list for individual add-on 29. Standard operation form 30. Wedding brochure 31. Contact address of all embassies and initial sales-business contacts 32. Banquet & Catering organization chart 33. Floral decoration portfolio and standard package

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34. Deposit system 35. Duty roster 36. Indication of banqueting materials 37. Inventory system ( par stock of non food & meeting materials ) 38. Meeting checklists AM – PM 39. Conference package, full & half day 40. Size, storage and availability of mobile stage 41. Check of all electronic, lighting, curtain, audio & stereo equipment w. engineering 42. Client meeting room 43. Outside catering system & checklist 44. Training manual 45. Beverage list & package 46. Local holidays and embassy holidays

Competition Check:
47. 48. 49. 50. 51. 52. 53. 54. 55. 56. 57. 58. 59. 60. 61. 62. 63. 64. 65.

Possible prime staff recruitment Analysis of major competitors Updated banquet, catering and restaurant menus on hand Latest PR and media/newspaper editions of competition on file Upcoming new Hotels & Restaurants in the near future Restaurant shopping with Sales, Supervisors and Chef Comparison and salary range of major competitor Detailed staff and manpower list finalized Staff schedules for all restaurants and bars set Salary range for all F&B staff approved by GM & Comptroller Staff orientation and hotel/property booklet finished Training program & schedule with HR confirmed All staff uniform selected and par stock numbers ordered Job descriptions and SOP’s finalized Daily follow-up meeting with purchasing manager FFe list and all equipment for order from overseas given Local supplier list on hand, for food, beverage, equipment, décor, stationary Market analysis and tender of various suppliers on hand Chef’s daily market list confirmed and in stock

Human Resources:

Purchasing:

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66. 67. 68. 69. 70. 71.

Sales contract document finalized Specifications and samples of food and beverage products ordered Product receipts, receiving diary, computer on hand Official approved scales ( 2-3 different size ) purchased Proper shelving and trolleys on standby Sanitary details like sink and water/steam hose with hot & cold water ready

Receiving:

72. All blueprints checked by chef on location, area size & maneuvering 73. Heavy equipment checked (import & local) on specification 74. All FFEE machinery, tools, chinaware confirmed, equipment manuals on file 75. Location of recipe/picture/banquet/info boards confirmed 76. Location of printer of sales confirmed 77. Location, size, furniture, equipment, key box, computer of Chef’s office confirmed 78. All recipe and picture cards finalized and costed 79. All walking fridges, shelves, storage for equipment, food & steward allocated 80. Sinks equipped with soap & towel dispensers 81. Production and mice en place list for all sections finalized

Kitchen:

Stewarding:

82. Allocation plan & storage for all chinaware, glassware, cutlery, silverware, tableware Banquet equipment, chaffing dishes, chemicals etc. finalized 83. Par stock of all FFEE, chinaware, glassware, cutlery for all outlets done 84. All Service & Maintenance contracts confirmed 85. All chemicals quoted and ordered 86. All mice en place lists for F&B outlets finalized 87. Box and computer file on all equipment finalized 88. Monthly, weekly & daily schedule for all equipment, silver, kitchen area 89. Schedule and contract on disposal of separated garbage, glass, paper, wet; done 90. Are all glass, silver and dishwasher machines checked on spare parts & tested 91. Are sufficient garbage bins for separating wet and dry on hand 92. Are ice machines checked and tested on temperature 93. Enough trolleys, shelving and storage cabinets on site 94. Best circulation of all equipment, china & glassware figured out

Restaurants & Bars:
95. 96. 97. 98. 99. 100. 101. 102. 103. 104. 105. 106. 107. 108. 109. 110. 112. 113. 114. 115. 116.

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Has the cashier & control system been identified . Are guest bills, order files, reservation cards on hand Logbook and guest history finalized Checklists for mice en place, storage, cleaning procedures Service & order procedures, appreviations agreed with Chef Service mice en place/condiments/amenities/cutlery/chinaware for stations set up Selection of newspapers finalized Selection of easy listening music finalized Guest reception desk set with phone line Sop’s, schedules shifts, daily meetings by restaurant supervisors implemented Cleaning schedule with Chief Steward agreed F&B promotion plan with Chef in process Master beverage list finalized All beverage stock lists, bar utensils, recipes, order forms, transfers on hand Service bar checked on equipment, ice dispenser, utensils, fridges, locks All food & beverage/drink lists printed in English & local language

Employee’s Restaurant:

Weekly menu cycle finalized by Chef Furniture tables, chairs, cutlery, chinaware, glasses, plants, pictures, info board Service & pick up procedures agreed on Opening, service & cleaning hours agreed on Staff selection and training finalized

117. 118. 119. 120. 121.

F&B store rooms:

Stores and walk in fridges for food and beverage allocated Shelving, temperature control, locks, trolleys on hand Freezer & fridge temperature control lists finalized Order forms, transfers, inventory forms printed, food/beverage lists on hand Store file/computer implemented

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Check List For Service Standards In F&B
Advertisement: - Have ads/posters/flyers been issued and allocated for all restaurants, bars Night club, gourmet corner etc.? Interior: - How was the general impression of the outlet? - Were chairs and sofas comfortable? - Did the lightning match with the time of the day? Entertainment: - Was background music available? - How was the volume? - Were the songs/music appropriate to the restaurant? - How was the volume level? Cleanliness: - Did the restaurant /bar look clean and organized? - How was the room temperature/ air condition set? - Was the carpet and furniture clear of dust and minor waste particles? - Did walls/pictures and lightning equipment look clean? - Was lightning equipment properly working? Ordering procedure: - Was an aperitif offered? - Was the menu/beverage list offered promptly? - Was the waiter helpful in explaining about various dishes, specials? - Did the headwaiter offer you the wine list? - Did the headwaiter suggest any special wines/champagne? - Was the order taker sufficient in taking your order, was the order repeated? - Did any up selling take place, dessert and/or digestive offered? - Was any daily newspaper offered? - Was the children menu offered? Table set up: - How was the general impression of the table offered ? - Were the napkins ironed and properly folded?

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- How was the buffet set up ( tent cards, décor, heating level, choice of dishes ) ? - Were toothpicks and matches available? Chinaware and cutlery: - Was the chinaware clean and not chipped? - Were the glasses clean and in order? - Was the cutlery polished and properly arranged? - Were salt/pepper, mustard and condiments available? - Was the service station clean and neatly arranged, even during main service hours? - Did the cutlery match with the corresponding china ware? Service procedures: - Was the service staff helpful in guiding you to your seat? - Were the beverages served at the right temperatures? - Was ice water served? - Did the waitress offer any coffee/tea? - Was the beverage served in the right glass? - Did they remove empty glasses before serving the dishes? - Did they offer wine before the main course? - Was the wine offered for testing for the host? - Was a second bottle of wine offered? - Did they serve butter and breadbasket? - Did they serve the lady or VIP first? - Did the service staff behave in a polite & proper manner? - Was the service up to standard? - Was the table cleaned and redecorated? - Did they serve hot main course plates? - Did they offer the right sauces, mustard and condiments? - Was a steak knife offered with the steak? - Did they remove salt & pepper before serving dessert? - Was the ashtray repeatingly changed? - Did they remove empty wine glasses? - Did they serve milk, sugar and cookies with your coffee? - Did you have the impression the service was handled at ease? Service staff: - Was the staff on standby and alert at all times? - Did they chat with each other or hang around in groups? - Was the telephone call answered promptly? - Was the reservation handled according to your expectations? - Was the staff properly groomed and make up applied tastefully. - Did they were clean uniforms?

Welcome & farewell: - Did the headwaiter welcome you personally? - Did they help with your coat/jacket ?

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-

Did they offer and accompany you to your seat? Was the service staff polite? Was the chair removed for you before sitting down? Did they bid you farewell?

Quality of food & beverage: - Did the butter and bread taste fresh? - Did the appetizer look fresh and acceptable? - Was the soup hot and tasty? - Was the main course appetizing and nicely garnished? - Was the salad fresh and of multiple choice? - Was the salad dressing tasty? - Was the bread selection fresh and enough? - Was the dessert tasty and nicely decorated? - Did you have to wait long for your bill? Various: - Was the bill without error? - Did anybody follow up on your complaint immediately? - Were the menus clean and in proper condition? - Were the toilets/mirror/sinks/floor clean and soap & towels available?

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Check List For Sanitary Sections
Food & beverage, storage and processing:

19.Fresh ingredients to be stored at 7 C . Outside thermostat installed. 20.Hot soups, sauces etc. keep warm at 60 C. and higher. 21.Puddings, sauces and soups to be cooled down soon after finishing processing. 22.Pork meat to be roasted and prepared well done. 23.Steady new food storage after the principle: FIFO ( first in – first out ) 24.No storage directly on the floor. 25.Keep storage areas free of insects and pest. 26.Pest control to be executed on regular basis. ( F&B kept at secure place ) 27.No live animals. 28.Ice cream scooper to be kept in running water, cleaned several times daily. 29.Dry brooming prohibited. 30.Slicing machines, butcher machines, fruit & vegetable processors cleaned daily. 31.Meat mincer parts to be kept in fridge over night. 32.Protect food & beverage items from chemicals, pest chemicals, condense water. 33.Distance to be kept between tables/shelving and walls. 34.Daily cleaning schedule to be complied with. 35.Steward cleaning tools stored at proper place. 36.Daily checks on food and beverage items.

Dishwasher machine and stewarding: 12.Check up for the right temperature, appr. 70-80 C for sterilization of water. 13.Step by step cleaning procedure. 14.Enough glass racks on standby for main service hours. 15.Machine to checked regularly for proper handling and maintenance. 16.Enough chinaware, glassware and cutlery on standby for main service hours. 17.Pressure valves to be clean of obstruction. 18.Timing set for washing and sterilization to be enough. 19.Chipped china ware to be removed and listed separately for monthly inventory.

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20.Entire machinery to be kept clean and in sanitary condition at all times. 21.Walls and ceilings to be kept clean. 22.Floors and sinks to be kept clean and in proper condition.

Personal Hygiene: 5. 6. 7. 8. 9. Sanitation sinks for washing hands with cold & hot water, soup & paper towel dispenser. Chef hats for everyone. No smoking signs in all F&B production areas. Keep hands off from hairs, nails and noses. Uniforms to be changed daily.

General: 6. 7. 8. 9. Locker area to be kept clean and with proper air condition. Garbage disposal containers to be kept clean, covered and cleared daily. Garbage collection/separation area is tiled and hosed down with hot steam on daily basis. Receiving area to be kept clear of pests, shelving & hand sink installed and hosed Down with hot steam on daily basis. 10.Toilets to be cleaned daily and kept in steady sanitary condition at all times.

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Check List For F&B Promotions
Contact procedures: Embassy of selected country Travel agents Offices for major airlines Tour agencies Various Hotels 5 star/ LHW Flyers, logos, photos, décor material, posters Various menus and drink lists Menu proposals, Timeframe & number staff required Decoration for outlet Uniform requirements Entertainment: live music, audio, video, CD’s Details for payment, staff salary, room and board, laundry Custom procedures, overweight details, tickets, Promotion details, time frame, F&B quantity list Chosen currency Visa requirements, insurance Profit & Loss Forecast: Expected number of visiting guests per day Average consumption, net revenue per day/length of prom. Ratio in % for food and beverage total revenue Compared revenue of to date last year, without prom. Extra expenditure for staff, decoration, entertainment And VIP promotions Other additional costs deducted from gross revenue Promotion plan & gross profit & loss to be approved by GM Advertisement in local newspaper, magazines Size, photos, artwork, time frame to be agreed on Ads for in-house movie and brochure Posters and signs for in-house, elevator, lobby Special printing such as tent cards Selection of giveaways Sales/promotion instructions for restaurant staff

Collection of material:

Contract Details: transportation

Promotion & PR:

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Selection of background music for lifts, restaurants, lobby Details Opening Reception: Cocktail reception prior in the library Opening ceremony with VIP TV, photos with VIP’s and guests VIP table & decoration, giveaways Menu & beverage selection Seating arrangements Action plan & responsibility shared with Chef & Headwaiter Menu proposals, beverage list, cocktails, wine Tent cards, table set up for lunch & dinner Buffet set up, decoration details material, lightning Selling price agreed on In-house printing of all menus Detailed action plan & responsibilities on issued memos Detailed service instructions for food & beverage Sample and picture of table set up Décor of the country: table cloth, candles, flowers, napkins Chinaware and glassware at stations on standby Original dress code and uniforms Detailed drawing of buffet – table décor set up, F&B display to be arranged Typical merchandise of country on display Posters, pictures, ingredients display Live cooking stations, multiple stations Area for musician to be assigned Lightning to be adjusted, back drop music arranged Praise for successful execution for parties concerned Suggestions & list for improvements for next event Collection of guest comments Analysis of PR results Profit & Loss statement with report for GM

Weekly Staff Meetings:

Service & Uniforms:

Decoration:

Resume of Promotion:

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Cashier & Computer Check List
1. What kind of cash register do we need, quotation details? 2. How many waiters are working maximum at one register? 3. How many menu, daily special & season special items do we have? 4. How many beverage items do we have? 5. How many categories need to be set up? 6. Do we have different price range for take-away, late night, room service? 7. How many different numbers for seats and waiters do we need? 8. Are the menu items finalized with cost and sales price? 9. Do we have different sections for the various service times (B,L,D, LN)? 10. How many staff & time is needed for cashiering? 11. There is no problem with side dish order or change of dish ? 12. VAT is automatically included? 13. Are all food & beverage items numerated? 14. Is it possible to charge guests separately on one bill? 15. How is price control system set with daily/seasonal specials? 16. How are register mistakes & cancellations done and revised? 17. Service charge has to be separately set up & printed. 18. Is stocktaking possible for kitchen, store & dispense bar? 19. Is a F&B sales analysis done on regular basis? 20. Monthly cashier data to be given to comptroller. 21. Is it possible to set up revenue for each waiter separate? 22. Is it possible to set up revenue for each item separately? ( including errors or manipulations ) 23. Is it possible to set up all tax issues/V AT on daily, monthly basis?


				
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Description: Hospitality Industry Manuals for Hotels and Resorts
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