Handling complaints.pdf

7/27/2019 Handling complaints.pdf

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WEEKLY DUTY ROSTER PROCEDURE

F&B Department Heads Secretary to DOFB Reservation Department Catering Sales

Kitchen - Service - Banquet - Stewarding

Prepare Weekly Occupancy Forecast

List

Prepare Weekly Banquet / Function Forecast List

Send to F&B Office before Friday Noon Send to F&B Office before Friday Noon

Collect Forecast Lists

Receive Copies Send a Copy to all concerned F&B

Department Heads

Prepare Weekly Duty Roster according

to Business Requirement

Approve/Sign Duty Roster

Submit a Copy to F&B Secretary Receive all section's copies

Prepare a Weekly F&B Heads Duty

Roster

Get approval/signature from Director of

F&B

Copy F&B Heads Duty Roster to all F&B

Department Heads

Keep one Complete set of all Section's

Rosters for Filing

* Standard: As an operation department, duty rosters can be subject to last minute changes according to business needs.

* Attached one copy of F&B departmental duty roster.

* Attached one copy of F&B heads duty roster.

Remark:

Code : G001



Laundry Attendant

Sort-Out Soiled Linen and Arrange into Trolley / Bag

Take Section's Logbook

Transport Soiled Linen to

Laundry

Both Parties Count

Soiled Linen

Verify and Record Quantity inSection's Log Book

Exchange Soiled Linen withWashed / Pressed Linen

Return to Section

Store Linen in Designated

Storage Area

* Exchange linen daily during following hours: 9:00 - 11:00 / 14:00 - 16:00 / 20:00 - 23:00

Code:G003

* Log book format as attached.

* Mis-usage of linen to immediately report to section head.

LINEN EXCHANGE PROCEDURE

Restaurant - Banquet Waiter/Waitress

Remark:

Use Staff

Use Staff Elevator



Banquet/Restaurant Manager Chief Steward/Stewarding Supervisor Cost Control Financial Controller

Complete Spoilage & Breakage Report for

all operating equipment (china ware, glass

ware, flat ware, buffet ware) breakages

Fill in all required spaces on form

Complete section: Explanation and review

report details

Submit form to concerned Department

Head

Sign the form under Approved by Dept.

Head

Return Form to StewardingInitiate / Sign Form under Initiate Chief

Steward

Forward Form to Cost Control for

VerificationReceive Form for Verification

Verify and Sign/Approve the Form

Forward to Financial Controller for

ApprovalVerify, Approve and Sign

Keep copy for staff board and filingReturn 3. copy (yellow) to Concerning

Department

Return 2. copy (red) And 3. copy (yellow)

to StewardingReturn to Cost Control

Take corrective measures and actions to

control breakageKeep 2. Copy (red) for updating Monthly

Inventory SheetKeep 1. copy (white) for filing

* Attached one copy of SPOILAGE & BREAKAGE REPORT FORM.

* The breakage control must be enforced by Chief Steward and Restaurant Managers.

* Efficient breakage control is to maintain 0.3 %breakage of total revenue. Total breakage & loss can not exceed 0.5 %. Section heads are accountable for each of their area.

* Section heads are accountable for each of their area.

Code: G 004

* see attached copy of form

Remark:

OE BREAKAGE CONTROL PROCEDURE



STEWARDING STORE REQUISITIONS PROCEDURE

Service / Kitchen / Banquet Stewarding Shift Leader Cost Controller

Waiter/Waitress/Cook

Complete Stewarding Store Room

Requisition Form

Obtain Dep. Head's Approval and Signature

under Dept. Head Signature

Request Items from Stewarding Store Room

Prepare Requested Items and Complete

Form under Columns: Issued, Unit Price &

Amount

Sign Form under Issued by: __________

Count and Verify ItemsHand Items & Form to Requesting

Department

Sign Form under Received by: __________

Return signed 1. Copy (White) and 2. Copy

(Red)Keep 2. Copy (Red) on File

Keep 3. copy (Yellow) for filing Send 1. Copy (White) to Cost Control Receive Copy of Form

Update Store Bim Card(s) Process on Expense Allocation

Update Monthly Inventory Sheets Information

by compiling all transfer forms information

Remark: * Stewarding Storeroom is opened daily from 9:00 - 18:00.

* Attached one copy of Store Room Requisition Form.

* Transfer Form quantities and items to be added onto monthly inventory list for updating the actual inventory in each section.

* Stewarding is responsible to maintain a correct par level for all operation sections.

Code: G 005

* see attached copy of form



HANDLING GUEST INQUIRY PROCEDURE

Restaurant - Loun ge - Banquet

Supervisor - GRO - Waiter/waitress

Receive inquiry from guest

Booking of banquet party Searching for business center Searching for office tower entrance

Repeat guest inqui ry Repeat guest inqui ry Repeat guest inqu iry

Say: "I will contact the catering

department. Please wait a moment! "

Say: " The Business Center is on th e first floor,

let me show you the way!"

Say: "The Office tower entrance is at the back

of the business center, let me show you the

way!"

Call Catering sales and ask sales to meet

with guestEscort guest to the business center Escort guest to elevators

Inquire how many minutes it wil l take for

sales staff to meet with guestConnect guest with business center clerk Ask: " Which floor please!"

While waiting , ask guest to h ave a seatSay: " My colleague will help you for any

further matters!"Call elevator for guest

Say: "Catering sales will be here in 5 Bid farewell: "Good bye Madame!" Let guest enter elevator



CHILDREN SERVICE PROCEDURE

Restaurant GRO / Supervisor Bartender Kitchen Cook / Chef de Partie

Waiter / Waitress

Welcome and Greet Guests: "Good Evening , Sir / Madame. A table for fou r?"

Repeat Number of Guests and Ask Furt her:

"You Prefer Smoking or Non-Smoking?"

Say:" This way please!"

Ask: "How about th is tab le?"

Offer a Baby Chair for smaller children: "I will

bring one baby chair, please wait a moment!"

Help Seating Chil d Into his/her Chair

Present Children Menu to Parents or Child

Offer Drawing / Painting Sheets with Crayons to

each Child

Take Children Meal Order(s)

Post Order into POS Prepare Drink as per POS Print-out Prepare Food as per POS Print-out

Remo e all Standard Table Ware and Replace Use Safet (Acr l ic) Drink Ware for

Provide guest with achoice of at leasttwo tables



Service TimeRestaurant - Lounge Waiter/Waitress Bar Manager / Supervisor

Preparation

Time

(in minutes) (in minutes)

00:00 Take bottle of wine/champagne order

01:00 Post order into POS Receive POS print-out 00:00

01:30Inform bar manager / supervisor for

deliveryReceive call from restaurant 00:30

Prepare bottle of wine 01:30

Prepare bar transfer form 02:00

05:00 Receive bottle Deliver bottle to requesting section 04:00

BOTTLED WINE ORDERS & DISTRIBUTION - PROCEDURE



HANDLING GUEST COMPLAINTS

Restaurant Waiter / Waitress Restaurant Supervisor or Restaurant Manager

(In charge of guest's table)

At leas t on ce per meal -peri od inqu ire g ues t’s satisfacti on

* Standard

In case of guest complaint, listen carefully to the

complaint

Keep eye contact and appear relax

Let guest to report the entire situation before responding

Do not interrupt while guest is speaking

Receive information regarding guest complaint

Without delay, contact with concerning (unhappy) guest

Say: "Goo d evening, Mr. (if name known), my name is

Johnn y, I am the manager. How can I help you? "

Calm guest by sayin g: “ Mr. Wong, you are right , I am Offer business card to guest

For minor cases For serious cases

Take appropriateaction/decision andcompensate guest

Inform Restaurant Duty Supervisor /

If guest is upset and his complaint (statement)might be incorrect, do not argue and defend

yourself. This will worsen the situation and will

not help to resolve the case professionally



Restaurant - Lounge-Banquet Bartender Restaurant - Lounge Purchasing Manager

Waiter/Waitress Manager / Supervisor

Tasting of wine / champagne by

host

Host / Guest disapproves the wine

due to cork or b ad taste

Say: "Excuse me Sir, let me call m y

manager (or supervisor) to help

you!"

Inform manager or supervisor Receive information

App roac h gu est t able

Say: "Good evening, Mr. Wong (if name is known), my name is Johnny,

I am the manager (supervisor). How

can I help you?"

Receive complaint from guest

Respond: "May I taste the wine,

please?"

Arr ange new gl ass

Taste the wine

Af ter t asti ng an d co nfi rmat ion of b ad

taste, say: "You are right, Sir, this

wine has a cork t aste. May I change

it to a new bottle?"

"Please wait a few minutes!"

HANDLING OF CORKED / BAD WINES PROCEDURE



INTER-BAR TRANSFER PROCEDURE

Issuing Department (FROM….) Requesting Department (TO…..) Restaurant Manager Cost Control Clerk

All staf f lev els All staf f lev els

Complete Inter Kitchen/Bar Transfer

Form with Department Names, Date,

Category, Article Description,

Quantity and Unit/Measure

Request Article/Product and Quantity

Prepare Requested Articles and

Quantities

Sign Transfer Form under

Issued by: _________

Sign Transfer Form under

Received by: _________

Keep 3. Copy (yellow) for Filing

Keep 2. Copy (Red) for Filing Return Other Copies

Send 1. Copy (white) to Outlet

Manager for Approval

App rov e / Sign und er Appro ved b y

Department Head: ___________

Forward 1. Copy (white) to Cost

Control

Process Transfer Form's Information

for Cost Allocation (Unit Price,

Amo unt )

File Transfer Form

Remark: * Transfer forms to be written in a clear hand writing (English or Mandarin).

* Measures/Units to write in short cuts: Bot - bottle, can = tin/can, oz - ounce, ml - milliliter, lt - liter, kg - kilo gram, gl - glass, g = gram.

* Approved and signed transfer forms send to Cost Control Clerk daily before 10:00 am (except weekends).

* Attached one copy of INTER KITCHEN/BAR TRANSFER FORM.

Code: R 044



POLISHING CHINA, GLASS AND FLATWARE PROCEDURE

Restaurant - Lounge - Banquet Waiter / Waitress

Chinaware Glassware Flatware

Damp one cloth with hot water. Use the

damp cloth to polish the chinaware

Hold the glass/stem bottom with one end of the

cloth over the hot water, let the steam surround

the glass

Remove flatware with stains and return to

steward to wash again

Remove any chinaware with stains and

return to steward to wash again

Insert one corner of the glass cloth, bunched into

the glass end

Group different types of cutleries in order.

Hold the handles of the flatware and dip it

into the hot water

For cups, hold the handle. For plates andbowls, with four fingers under lower edge

and placed the thumb by the rim of the

plate surface. For spoons, hold the handle

Put the right hand thumb into the glass and the

fingers outside the glass

Fold the cloth into half, put left end of thecloth on the right hand. Hold the cutlery

handle with the left hand using the cloth.

Move the chinaware clockwise to polish Move the glass cloth clockwise to polish

Use another end of glass cloth to polish

cutlery. The handle is to be polished last

before putting it on the clean tray

After polishing, do not touch the surface

with fingers

After polishing, hold glass on stem or base only,

do not touch the surface anymore

After polishing, do not touch the surface of

flatware's anymore

Code: R 047

Prepare hot water, fill up 5%of the Stewarding-soaking pan with boiling water

Prepare cleaned, fresh and dry linen cloth

Store glasses upside down on tray or shelves, store flatware's in service stations on clean racks, store china inside cupboards or service stations.

Remark: Standard: No FINGERPRINTS or water marks on any polished china, glass or flatware. This will represent anun-hygienic image to our customers

and is against the national hygiene standards.



HOLIDAY INN CENTRAL PLAZA BEIJING

SPOILAGE / WA STAGE PROCEDURE

Kitchen Service Department Head Cost Control Financial Controller

So us Ch ef / Ch ef de Par ti e Bar ten der / Res t. Su per vi so r Ex ec ut iv e Ch ef / Manag er

Complete Spoilage & Breakage

Report clearly with venue, date,

description, size and quantity

Complete Spoilage & Breakage

Report clearly with venue, date,

description, size and quantity

Clearly indicate reason / explanation

on report

Clearly indicate reason / explanation

on report

Submit report(s) daily to Department

Head for approval

Submit report(s) daily to Department

Head for approval

Receive Report(s)

Sign and approve

Verify content and explanation

Send report (s ) t o Cos t Control Rece ive Report fo r Veri fi ca ti on

For larger discrepancies or frequent

spoilage / waste o ccurrenc e, take

necessary actions to reduce

spoilage/wastage

Verify and Sign/Approve the Form

Forward to Financial Controller for

App rov alVerify, Approve and Sign

Receive copies of spoilage rep orts

Return 2. copy (red) And 3. copy

(yellow) to concerning department

head

Return to Cost Control

Keep co pi es fo r f il in g Ac ti on on ex pen se/c os t al lo catio n

Remark: Keep 1. copy (white) for filing

* Attached one copy of SPOILAGE & BREAKAGE REPORT FORM.

* Category spoilage & wastage: Accidents and spillages, inferior F&B quality, mis-handling during preparation.

* Spoilage/wastage must be kept at a minimum and can not exceed budgeted amount.

Code: R 089

With exception of bad /corked bottled wines(once a week)

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