4.3 Análisis de la competencia
4.3.3 Joyerías de plata en México
Method
Hold plate in one hand and use the other for polishing each chinaware item.
Chinaware should be free from any chips, stains and food debris.
Chinaware is polished from both sides.
Department Food & Beverage: Service
Task PLACING AND CONDUCTING REQUISITION
Responsible for SOP Food and Beverage Director Date Issued
Document Reference # F&B S 015 Two types of Requisition
Food Requisition
Can be collected from the stores any day except Friday when the store is closed or as agreed by the management.
Stationary Requisition
Made once a week and goods can be collected from the stores only on Sunday or as agreed by the management.
Procedure
Take empty “Store Requisition” form and fill it in according to the enclosed example.
Make a separate requisition for food and a separate requisition for stationary.
Put requisition in log book for Head of Department to check and sign.
Before it is given to the stores it must be given to the outlet-in-charge to check and approve.
Once the requisition has been signed it can be taken to the stores, preferably the day before the goods are required. The requisition should be given to the storekeeper.
Collect the goods from the stores.
Always check if the goods and quantities are the same as detailed in the requisition.
Take the green copy of the requisition and give it to your outlet in charge where it will be kept for documentation
Green copy to be filed by outlet In-Charge for stock and reference
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Department Food & Beverage: Service
Task PERSONAL HYGIENE AND UNIFORM
Responsible for SOP Food and Beverage Director Date Issued
Document Reference # F&B S 016 General Rules While on Duty
Wash your hands regularly, certainly after each visit to the toilet.
Do not scratch and touch skin, hair, ears, nose etc as bacteria are present on the skin which can cause possible risk when it is transferred. If you do have contact you should wash your hands immediately.
Always wash your hand (starting from the wrist up to the fingertips) thoroughly using approved soap and then apply sanitizing lotion/liquid.
Always take a bath/shower daily before reporting for work.
Always use deodorant body spray only.
Do not smoke whilst on duty.
Do not chew gum or food whilst on duty.
Do not pull or stroke hair in public.
Wash hands and face in designated areas only.
Uniform Cleanliness
Cloth Uniforms
Wear issued uniform as specified by Director of F&B
Check the uniform that you collect from the linen room is clean, free from tears and frays and well pressed.
Check that the uniform has the correct number of buttons and that none are missing.
Trousers should be at the correct length i.e. not too short or too long.
Use plain / simple belts if required.
Name Badges
Badges should be clean and worn at all times. These should be worn in a prominent position for guests to see.
Shoes
Well polished and not damaged.
Shoes and socks should both be black
Shoes should be with simple lacing no big ornamental buckles.
No high heel or platform shoes are allowed.
Jewellery
Do not wear bracelets, ornament rings or necklaces whilst on duty.
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Department Food & Beverage: Service
Task MONTHLY TRAINING
Responsible for SOP Food and Beverage Director Date Issued
Document Reference # F&B S 017 Outlet Training
Outlet Managers or Head Waiters/ Waitress will submit their training calendar to the Food & Beverage Director on the 25th of every month
4 hours a week will be allocated to training.
Training will be conducted by the Outlet Manager or the Supervisors
Training records will be submitted to the Food & Beverage Director.
F&B Office Training Programme
It will be the responsibility of the Service Manager to issue the monthly F&B training programme.
2 hours every week will be allocated to the preparation of training.
Food & Beverage training will be conducted all year
Copies of training records will be submitted to the Training Manager.
Training reports will be discussed during the bi-monthly F&B meeting.
The training programme / calendar will be forwarded to the Corporate Training Department.
Corporate Training
The training schedule will be issued by the Training department.
The Assistant F&B Director/ Restaurant Manager will be responsible to coordinate and schedule the attendees.
The Assistant F&B Director will be responsible to ensure all associates scheduled attend the training.
The corporate training function will arrange the following training; Food Hygiene, Fire Safety, First Aid, Telephone Etiquette, Language Training, Extra mile Training, Supervisory skills etc.
Follow up training for the above will be coordinated by the Assistant F&B Director.
It is the responsibility of the Assistant F&B Director to ensure that all training records are current and up to date.
Training Forms & Records
1. Food & Beverage Training Calendar 2. Training Attendance Record 3. F&B departmental training
4. Outlet training record.
Department Food & Beverage: Service
Task LOST PROPERTY
Responsible for SOP Food and Beverage Director
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Date Issued
Document Reference # F&B S 018
D- A waiter finds a wallet under a chair, recently vacated by one of the clients. The following steps should be taken:
A check should be made immediately as to whether or not the guest has left the service area. If he/she is still in the area, the wallet may be returned to him/her.
If the guest has left the service area, the waiter should hand the wallet to the head waiter or supervisor in charge.
The supervisor or headwaiter should check with reception and the hall-porter to see if the guest has left the building.
If the guest is a regular customer, it is possible that the head waiter or head porter may know where to contact him/her to call for the wallet.
If the guest is a regular customer but cannot be contacted, the wallet should be kept in the lost property office until the customer’s next visit.
If the owner has not been found or contacted immediately, the head waiter or supervisor should list the items contained in the wallet with the waiter who found the wallet. The list should be signed by both the head waiter or supervisor and the finder (Waiter). The list must be dated and also indicate where the article was found and at what time.
A copy of this list should go with the wallet to the lost property office where the contents of the wallet must be checked against the list before it is accepted. The details of the find are then entered in a lost property register.
Another copy of the list should go to the hall porter in case any enquiries are received concerning a wallet. Anyone claiming lost property should be passed on to the lost property office.
Before the lost property office hands over any lost property, a description of the article concerned and its contents should be asked for to ensure as far as possible that it is being returned to the genuine owner. The office should also see proof of identity of the person claiming ownership.
In the case of all lost property, the above mentioned steps should be carried out as quickly as possible as this is in the best interest of the establishment and causes the guest minimum inconvenience.
On receipt of lost property, the guest should be asked to sign for the article concerned, also giving his/her address.
Any lost property unclaimed after three months may become the property of the finder who should claim it through the headwaiter or supervisor.
Department Food & Beverage: Service
Task RECORDS
Responsible for SOP Food and Beverage Director Date Issued
Document Reference # F&B S 019
It is advisable that when an incident occurs a report is made out immediately. The basic information that should be found in the report is as follows:
1. Place.
2. Date.
3. Time
4. Nature of incident.
5. Individual reports from those concerned and signed.
6. Action taken.
7. Name, address and phone number of the guest involved, and also of the staff involved.
All reports should be kept in case similar incidents occur at a later date, and for future reference should the need arise.
Department Food & Beverage: Service
Task SAFE CHEMICAL HANDLING
Responsible for SOP Food and Beverage Director Date Issued
Document Reference # F&B S 020
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Safe chemical handling
Do know where the material safety data sheets are posted, and read them.
Do read the labels of all products, before you use them.
Do follow the directions for proper storage, handling, and use for all chemicals you use.
Do ask your supervisor any question or concerns you may have about using a certain product.
Do know how to call for medical help, in case of an emergency.
Do not ever mix chemicals together.
Do not store chemicals in unmarked containers.
Do not store chemicals in or close to food storage, preparation, or serving areas.
Do not leave aerosol spray containers near heat or spray close to an open flame.
Do not dispose of any empty chemical container until you have checked on the label for how to do so.
Department Food & Beverage: Service
Task PREVENTING FALLS
Responsible for SOP Food and Beverage Director Date Issued
Document Reference # F&B S 021 Preventing falls
Wipe up spills immediately
Use “wet floor” signs
Wear shoes with non-skid soles and heels
Keep isles and stairs clear
Walk, and do not run
Follow established traffic patterns
Carry dishes and glassware carefully
Sweep up broken glass ;do not use your hands
Use special container to dispose of broken glass , dishes , and other sharp objects
Remove can lids entirely from cans , then dispose of them
Department Food & Beverage: Service
Task PERSONAL APPEARANCE
Responsible for SOP Food and Beverage Director Date Issued
Document Reference # F&B S 022
Personal appearance
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Your overall image is our image. You make a distinct impression on each of our guests. The image you create can enhance or detract from our overall concept and the way our center is perceived in the minds of the guest. You are entrusted with handling our guests’ needs and must, therefore, reflect cleanliness and wholesomeness at all times.
Always remember….
You are responsible for keeping your uniform neat and clean at all times. There is no excuse for reporting to work out of uniform.
Do not wear scented lotion on your hands, as it clings to glassware.
A smile is a part of your uniform.
At no time will employees chew gum or eat while in the public areas of our store.
Do not report to work with an un-pressed or dirty uniform, or un-kept hair.
Department Food & Beverage: Service
Task SUGGESTIVE SELLING
Responsible for SOP Food and Beverage Director Date Issued
Document Reference # F&B S 023