1. Introduction
1.6. Cognitive impairment in schizophrenia
Approach the guest when he is not conversing or busy with another guest
If busy, leave the guest and return later
Ask guest if everything was fine.
If all was well, thank the guest and leave
If things are not going well for the guest, find out why, apologize, act quickly to rectify the problem.
Warn other staff members if required.
Try to up-sell
Ask for any further assistance
Give your name as a point of contact
Offer newspaper or magazines if available
Offer children‟s seat as an option
Quality check for guest satisfaction
to reservation
PREPARED BY: APPROVED BY: Stefan Schmid
Position: Signature:
Date:
Position:
Director of Food & Beverage
Signature:
Date:
Page 1 of 1
STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 5.15 DEPARTMENT : Restaurant TASK: Complaint Handling
JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED:
WHAT TO DO HOW TO DO IT WHY
Manage the complaint The first few seconds are crucial !!
Your positive impression towards the guest is important You have to show sympathy
Apologize at once !!
Listen carefully to the guest‟s points
Remember the details, signalize understanding
Bring-in the “ I “ message
Get the main issues Tell the guest what your action plan is
Take notes, if the case is to complex
Confirm and repeat the main points Offer solutions Never argue with the guest
Offer one or even more solutions,
Signalize your understanding & he /she will cool down Explain your follow up Explain a detailed step-by-step procedure
Give a solid time frame for the compensation
“ I will arrange this at once, if this is ok with you ? “ The compensation Most important is speed for the execution
Let the guest decide, ask what he/she would like to have
Demonstrate your good-will to please the guest
It is important that the guest feels being recognized Our apology Admit the mistake
Repeat the reason / main issue for the apology
Be grateful “ Thank You Mr. X “ Demonstrate relation Move away from the problem
Ask for other services, which are surely positive
“ By the way, your room is fine, are you happy with …?”
We are grateful Be grateful
“ Thank you Mr. X for letting me know …….
Only 1 in 20 guests really complain, the rest remains quiet & does not return The follow-up talk Most guest don‟t expect you are coming back once more
It will help in the future, guest will remember
PREPARED BY: APPROVED BY: Stefan Schmid
STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 5.16 DEPARTMENT : Restaurant TASK: Billing And Payment
JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED:
WHAT TO DO HOW TO DO IT WHY
Settlement of the bill to be ready
when the guest requests.
bill
During breakfast, according to the type of breakfast, the check will be punched and placed on the table.
During other times, after tea or coffee order/ if there is no tea or coffee order, prepare the bill and keep in the station until the guest requests for it.
Before presenting the bill, it must be properly itemized exactly reflecting the actual order. Always check that the breakdown is clear and the bill indicates what is included.
When the guest requests the bill, present it in a clean bill folder with a guest comment card and a …. Pen within 3 minutes of request.
Encourage the guest to fill the comment card by explaining that it will help us to improve our service and product.
After presenting the bill, retire from the table and stay within the vicinity.
Recover bill and means of payment applicable.
The payment must be processed quickly and returned to the guest within five minutes
The bill to be ready when the guest requests.
The bill must be accurate
Points to remember If the bank declines a credit card, never embarrass the host in front of the other guests.
The POS machine indicates that there is a communication error, contact the bank before returning to the guest.
If a guest refuses to fill the guest comment card, do not force the guest.
All filled up guest comment cards are collected and kept near the cashier counter.
If the rating of the evaluation is acceptable or poor, it must be brought to the attention of your superior immediately.
STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 5.16 DEPARTMENT : Restaurant TASK: Billing And Payment
JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED:
WHAT TO DO HOW TO DO IT WHY
Check the bill Check the bill when not in front of the guest
Before printing the bill :
- Check the number of items consumed by guest - Check the prices
- Check whether there are any discount - entitlements
- Check if guest is a moments card holder
Bill to be delivered promptly and free of errors
Print and Present Print the bill from the Micros computer
Put it in a …. Folder with a ….. Pen
Include a Feedback form
Present the bill to the guest who asked for it.
Settle the Bill Collect the folder
Check the method of payment.
Credit Card Swipe the card in the Electronic machine
Wait for the slip to come out of the printer
Tear it
Include in the folder
Hand carbon copy to guest and after his/her signature complete transaction after signature in machine Cash Collect the folder
Check the amount of cash is sufficient.
Check the notes are authentic, not counterfeit. (not in front of guest)
Settle it in the Micros box.
Include the change in the folder
Bring it to the guest
Remaining change is to be put in the tips box Room Settlement Collect the folder
Verify that the name, room number and signature of the guest are clear and visible.
Settle it in Micros.
PREPARED BY: APPROVED BY: Stefan Schmid
Position: Signature:
Date:
Position:
Director of Food & Beverage
Signature:
Date:
Page 1 of 1
STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 5.17 DEPARTMENT : Restaurant TASK: Check Sequence
JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED:
WHAT TO DO HOW TO DO IT WHY
Use MICROS to send the kitchen orders and print accurate guest checks.
Give the kitchen order
Print the check
Give orders to the kitchen (explain in the event of a special guest request)
Print check from MICROS.
Record on a guest order report including: time, check number, description, staff no. and guest room number
Cancelled orders after the check is printed are voided immediately and never be used for another order
Give order to waiter to prepare items ordered by guests
Knowledge of MICROS Accurate orders
Efficient and prompt Clean
Input orders into MICROS Input into MICROS after receiving order
Hand over printed bill to waiter after recording on order report
Efficient and accurate
Close guest check Guest checks returned to order taker should be posted to the relevant room immediately through MICROS
Print the signed guest check with MICROS again for closing the check
All guest checks should be sent to Front Desk at least twice during the shift
Double check the guest name and room number