Internship to Zon

7/30/2019 Internship to Zon

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INDUSTRIAL TRAINING

PROSPECT OF INTERNSHIP AS PART OF COMPULSORY COURSE

SUBMITTED BY:

SAJANA SHRESTHA

NEPAL ACADEMY OF TOURISM AND HOTEL MANAGEMENT(AFFILIATED TO TRIBHUVAN UNIVERSITY)

FIFTH SEMESTER, 11TH

BATCH

EXAM ROLL NO: 1057/09

IN THE PARTIAL FULFILLMENT OF REQUIREMENT OF

THE COMPULSORY HOTEL TRAININGON

THE ZON REGENCY HOTEL BY THE SEA

JOHOR BAHARU, MALAYSIA

SUBMITTED TO:

OFFICE OF THE DEANFACULTY OF MANAGEMENT

TRIBHUVAN UNIVERSITY

KIRTIPUR


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ACKNOWLEDGEMENTS

I would like to extend my sincere thanks to Nepal Academy Of Tourism and Hotel

Management (NATHM), for providing the international exposure in the worlds world

economic crisis situation also. To gain the international exposure and apply same techniqueand knowledge here with local resources will be the core part of the exposure so far we did

successfully.

Mr.Surya Kiran Shrestha, co-odinator of NATHM is the most thankful person who

makes our dream of international exposure made to become true. For the rapid growing

industry in Nepal from the part of tourism, this hospitality industry is the coordinating wings

of the nation to show our self in the identity of the nation.

I couldnt make this report without the coordination with Assistant Manager of Palm Lounge

Ms.Noor yanti. She provides complete guidance and required training time after another. This

leads to make my report complete.

I would also like to pass my sincere gratitude to Mr. Surjit Singh Food and Beverage

Manger, Mr. Izwandy Assist food and Beverage Manager, Mr. Jamal Coffee House Manager.

They provided me required information of the restaurant and also support for daily operation

in the restaurant.

Lastly, without any hesitation I would like to give my decent acknowledgement to my

friend who provided me support and continuous follow up to my report.


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AIMS AND OBJECTIVES

As study is all about the hospitality industry and global contact point, core objective

of this study is all about to gain prior knowledge about the industry and understand it in

organizing manner. Accomplishing the international exposure what we learn in the book andmake it happen in real industry exposure. The key point of the study is to come through this

competitive market and keep you in the floor of hospitality.

Understanding of the commercial and hospitality industry relationship and grow our

self through the path of it to make a successful hospitality person in future. Basic concept of

the theory and industry difference, obstacle and career in the hospitality is only the idea ofthis exposure. Other academic objective of this study and industry exposuer is mentioned

below point wise:

For the understanding of scope, area and value of hospitality industry as agrowing business in this present context.

For checking the efficiency, quality, skills and capability in the real industry. To apply the skills that has been taught in theory as practical. For the proper application of business management as in various sectors. To understand the different variants for impact of tourism. To exhibit the work place attitude and work ethic in order to achieve

successful consequences in competitive environment.

Individual training For inner development of supervision and managerial skills through

observation.

To find out the resources use in the hotel in comparison to the resourceavailability in current market.

Real field and industry exposure and understanding of the operation in large

organization was basic objectives of the study and further trainee can implies same things on

job.


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TABLE OF CONTENTS

Pre faceAcknowledgements

Aims and Objectives

List of Tables

Project

Chapter 1: Introduction to InternshipA. Background of InternshipB. Objective of InternshipC. Methodology

i. Organization selectionii. Placement

D. Limitation

Chapter 2: Introduction to Hotel and Catering Industry

A. History of Hotel and Catering IndustryB. Introduction of Zon Regency Hotel by the SeaC. Intercontinental Hotel Group(IHG)D. History of IHGE. History of Zon Regency HotelF. LocationG. Facilities of Zon Regency Hotel

Chapter 3: Analysis of Activities and Problems During Internship

Chapter 4: Recommendation

ConclusionReference


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Chapter 1:

1. INTRODUCTION TO INTERNSHIP2. BACKGROUND OF INTERNSHIP3. OBJECTIVE OF INTERNSHIP4. METHODOLOGY5. ORGANIZATION SELECTION6. PLACEMENT7. LIMITATION OF INTERNSHIP


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1.Introduction to Internship

Internship is a system of on-the-job training for white-collar and professional careers.Internships for professional careers are similar to apprenticeships for trade and vocational

jobs. Although interns are typically college or university students, they can also be high

school students or post-graduate adults. Rarely, they can even be middle school or in some

cases elementary students.

Generally, the internship works as an exchange of services for experience between the

student and his or her employer. Students exchange their cheap or free labor to gainexperience in a particular field. They can also use an internship to determine if they have an

interest in a particular career, create a network of contacts, or gain school credit. Some interns

also find permanent, paid employment with the companies in which they interned. Thus,

employers also benefit as experienced interns need little or no training when they begin full-

time regular employment.

Hospitality Internships: Careers within the hospitality industry include jobs inhotels, casinos, restaurants, resorts and any other service position role within the tourism

industry. Students working towards achieving a qualification in the hospitality field such as

Hospitality Management or Food and Beverage Management are often required to gain

practical experience by completing an internship. Hospitality internships are supervisedprograms of work and study that allow you to apply the knowledge and skills that you have

learned in real-life situations.

Academic credit can be earned for a successful internship. They also give you the chance to

make more informed decisions about the career path you choose after graduation. This hands-

on experience as well as the networking opportunities internships offer will make you more

attractive to future employers. Many companies offer their interns full-time employment on

graduation as they have already proven their abilities and the learning curve is shorter.

Most internship are unpaid positions, while some interns are paid an hourly rate. However,

interns in the hospitality industry may receive other benefits in the form of on-site

accommodation, meals being provided or the use of swimming pools or other leisure

facilities. Because of the seasonal variations within the hospitality industry, internships may

be more easily obtained in the busier holiday period
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A.Back ground of BHM InternshipThis report is narrative about the training at the Zon Regency Hotel by the Sea over a period

of six working months. I have been arranged to this hotel as it symbolizes a landmark of

quality service and full of challenge. I believe working in a hotel we needed for an individual

to succeed and survive in the vicious world of the hospitality industry. Furthermore, Zon

Regency Hotel by the Sea is a best place to put my kn owledge and skill to test because its a

new place for us.

The agreement between college and hotel is to place me at single operating

department i.e. food and beverage department. The learning outcomes of the department areto widen my exposure at back of the house and front of the house and experience with people

from all the walks of life. As the results, I was acquiring the knowledge and basic skill that

are needed by the operation of this industry.

The started of my report, I will include the overview of Zon Regency Hotel by the

Sea, follow by my own learning experience in various departments, views and finding of my

training place and finally conclude the success of Zon Regency Hotel by the Sea as a whole.

B.Objective of the internshipThe objective to carry the industrial training is to know and learn how a five star hotel is

being operated.

To see the different facilities and equipment in the Hotels and learn its functioning. To learn how the different departments coordinates with each other. To learn how the different department does their work. To learn the attitudes and skills to became an effective and efficient Hotel

professional.

To know the history and its means of establishment. To know about the rule and regulations of the Hotel. To learn overall managerial aspects i.e. management procedures of any types of

hotels.


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C. Methodology:

I gathered the information from the various sources. The primary source includes my

personal inquiry to the hotel personnel and my experience. The secondary sources are hotel

websites, magazines, course notes and brochures.

ORGANATION SELECTION:

It is the way of choosing the organization to work in the particular form is called organization

selection. While doing so in the organization, as our course Bachelor in Hotel Management

(BHM) needs to be done industrial internship in the hotel as the part of our courses. In our

courses we did industrial internship in 5th semester. We need to select the hotels for our

internship either, four or five star hotels of National or International level.

I choose from international level Zon Hotel By The Sea, Malaysia for the following reasons:

Firstly, we was the first batch in that hotel. Secondly, due its popularity. Thirdly, due to duty free zone. Fourthly, due to longest coffee house in world record of Asia. Lastly, due to border side to Singapore(free entry for Nepalese)

These above were the reason behind selecting the Zon Hotel By The Sea, Malaysia for the

internship. Then the name of the students for the internship was sent by the college and our

interview were taken as per scheduled by the hotel and were selected for the internship in the

hotel by our dedication to the hotel and our capabilities. One to one individual interview were

taken and the college Nepal Academy of Tourism and Hotel Management (NATHM) also

played important role in being the part of the Zon Hotel By The Sea, Malaysia.


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PLACEMENT:

After selection of the industrial trainee by Zon Hotel By The Sea, Malaysia, Training

department called us for the orientation of the hotel and its various departments. Training

manager briefs us about the Hotel, its history and about its current goodwill and market

representation.

The Industrial placement had done to the industrial trainee in the single department which last

for total of 24 weeks starting from 1st Dec, 2011 till 30th May 2012. On which we will be

rotating to the various areas in one department for wider knowledge of operations and we arerequired to work on shifts.During this time I was entitled to one weekly roster day off and no

public holidays. The departments of my intern were:

1. Food and Beverage Departmenta. Salt n Pepper Restaurant(2/12/201221/12/2012)

b. Palm Lounge(22/12/201231/4/2012)c. Baccheus wine and cake shop andd. Little Havana(cigar) (1/5/201231/5/2012)

D. Limitations:

The study is based on descriptive method and is simply a partial requirement of BHM.The core area was insufficient to flow and gather the information as much as we can.

Time barrier was the reason where we dont have enough time as per the heading of

the report to make a research. So many things are collected through via different

methods rather to have it directly. Some other more limitations are mentioned below:

The lack of sufficient logistic supports and crises running on is the main problem ofthe study.

The major part of study is based on secondary data collected from the hotels: researchbased on secondary data is not always faithful.


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Chapter 2:

1. INTRODUCTION TO HOTEL AND CATERING INDUSTRY2. HISTORY OF HOTEL AND CATERING INDUSTRY3. INTRODUCTION TO ZON REGENCY HOTEL4. INTRODUCTION TO INTERCONTINENTAL HOTEL GROUP5. HISTORICAL BACKGROUND OF ZON REGENCY HOTEL6. LOCATION7. FACILITIES SPECIAL FEATURES


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Introduction of Hotel and Catering Industry

A hotel is an establishment that provides lodgingpaid on a short-term basis. The provision of

basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a

small table and a washstand has largely been replaced by rooms with modern facilities,

including en-suite bathrooms and air conditioning or climate control. Additional common

features found in hotel rooms are a telephone, an alarm clock, a television, a safe, a mini-bar

with snack foods and drinks, and facilities for making tea and coffee. Luxury features include

bathrobes and slippers, a pillow menu, twin-sink vanities, and jacuzzibathtubs. Larger hotels

may provide additional guest facilities such as a swimming pool, fitness center, businesscenter, childcare, conference facilities and social function services

Hotel rooms are usually numbered (or named in some smaller hotels and B&Bs) to allow

guests to identify their room. Some hotels offer meals as part of a room and board

arrangement. In the United Kingdom, a hotel is required by law to serve food and drinks to

all guests within certain stated hours. In Japan, capsule hotelsprovide a minimized amount of

room space and shared facilities.

Caterers and their staff are part of the foodservice industry. Catering services provided vary

depending on the event and can include: cooking and delivering food to an outside location;

cooking, delivering and serving food; and full-service (preparing food, providing service

staff, decoration of event location, prep and clean-up). In some cases of full-service catering,

the caterer is called an "Event Management company."When most people refer to a "caterer", they are referring to an event caterer who serves food

with waiting staff at dining tables or sets up a self-serve buffet. The food may be prepared on

site, i.e., made completely at the event, or the caterer may choose to bring prepared food and

put the finishing touches on once it arrives.

The event caterer staff are not responsible for preparing the food but often help set up the

dining area. This service is typically provided at banquets, conventions, and weddings. Any

event where all who attend are provided with food and drinks or sometimes only hors

d'oeuvres is often called a catered event.

Many events require working with an entire theme or color scheme. A catering company or

specialist is expected to know how to prepare food and to make it attractive. As such, certain

catering companies have moved toward a full-service business model commonly associatedwith event planners. They take charge of not only food preparation but also decorations, such

as table settings and lighting.

The trend is towards satisfying all the clients senses with food as a focal point. With the

correct atmosphere, professional event caterers with experience can make an event special

and memorable.

Beautifully prepared food alone can appeal to the senses of taste, smell, and sight - perhaps

even touch, but the decorations and ambiance can play a significant part in a successfully

catered event.
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History of hotel industry

Evidence of hotels and the hospitality industry have been recorded as far back as biblical

times when Mary and Joseph arrived in Bethlehem during the census. As the Bible depicts,

Mary and Joseph were refused accommodations because there "was no room at the inn."

Since the beginning of time, people have travelled for commerce, religion, family, health,

immigration, education and recreation.

As cited by Texas Tech University, the word "hospitality" comes from the Latin root

meaning "host" or "hospice." The university further noted that the first hotels were nothing

more than private homes opened to the public. Most, unfortunately, had poor reputations.

Under the influence of the Roman Empire, inns and hotels began catering to the pleasure

traveler in an effort to encourage visitors.

The first inn located in America was recorded in the year 1607 and lead the way with many

other firsts in the hospitality industry. The first publicly held hotel (the City Hotel) opened in

New York in 1792. The first modern hotel (the Tremont) opened in Boston in 1809 and the

first business hotel (the Buffalo Statler) opened in 1908.

From there a surge of hotels flooded American and the rest of the world with prominent

names such as Radisson, Marriot and Hilton.

History of catering industry

While you may associate chefs and the culinary world in general with restaurants, it's easy to

forget that restaurants are a relatively new development. For a long time, the world of food

preparation was centred around feasts and celebrations for kings and other noblemen. In fact,

the first French restaurants didn't appear until after the French revolution when, lacking an

aristocracy, catering guilds were forced to find a new way to sell their talents.

In America, thecatering industryis still quite young. Catering started booming after the war

when companies who had previously made food supplies for World War II needed something

to do. As people became wealthier and the economy grew, caterers found demand for their

services, which has previously been reserved for the very rich.
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Introduction of ZON Regency Hotel By the sea

The ZON Regency Hotel by the sea Johor Bahru is a business class hotel with 400 tastefully

appointed guest rooms including 367 deluxe rooms and 33 suites. We offer our guests:

convenience, comfort & breath-taking views (Polo, City & Sea), all meeting the needs for

today's traveller. With four room categories to choose from Deluxe, Club Deluxe, Club Suiteand Corner Suite, we believe you will have an unforgettable stay and experience.

We are also a M.I.C.E. facilities provider in the Southern region of Malaysia and have gained

our reputation as "The Most Happening Hotel in Johor" through hosting numerous

international and national events.

The ZON Johor Bahru - is an exclusive Duty Free Zone, a new entertainment landmark

situated in a safe & secured gated city filled with fun, leisure, accommodation, music and life

that never sleeps. The ZON Johor Bahru with its panoramic views of Johor Bahru

overlooking the island republic of Singapore, well complemented with 6 integral business

and leisure facilities; namely, The ZON Duty Free.


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InterContinental Hotels GroupInterContinental Hotels Group plc (informally InterContinental Hotels or IHG) (LSE:

IHG,NYSE: IHG) is a British multinational hotels company headquartered in Denham,

United Kingdom. It is the largest hotels company in the world measured by rooms (with

646,000 as of January 2010), and has over 4,500 hotels across over 100 countries.[2] Its

brands include Crowne Plaza, Holiday Inn, InterContinental and Staybridge Suites.

Approximately 3,800 of its hotels operate under franchise agreements, 640 are managed by

the company but separately owned and 16 are directly owned.[3]

InterContinental Hotels has a primary listing on the London Stock Exchange and is aconstituent of the FTSE 100 Index. It has a secondary listing on the New York Stock

Exchange.

For over 20 years, youve trusted our seven hotel brands for your business trips, family

vacations, honeymoons and more. Youve also enjoyed the benefits of the worlds largest

hotel loyalty programPriority Club Rewardswhich allows you to earn points or airline

miles with every stay.

IHG continues to improve upon our reputation for outstanding service while growing our

brands and expanding our offerings to meet the needs of our guests. Creating Great Hotels

Guests Love remains our promise to you.

IHG(InterContinental Hotels Group) is a global organization with nine hotel brands

including InterContinental Hotels & Resorts,

Hotel Indigo, Crowne Plaza Hotels & Resorts, Holiday Inn Hotels and Resorts, Holiday

Inn Express, Staybridge Suites,

Candlewood Suites, as well as our two newest brands, EVEN Hotels and HUALUXE

Hotels & Resorts. IHG also manages

Priority Club Rewards, the world's first and largest hotel loyalty program with over 65

million members worldwide.

IHG franchises, leases, manages or owns over 4,500 hotels and more than 661,000 guest

rooms in nearly 100 countries and territories, and has more than 1,100 hotels in its

development pipeline.

HISTORY OF IHGInterContinental Hotels & Resorts is the first truly international hotel brand in the world

with each hotel designed to offer a unique experience.

With over 60 years of hospitality experience, our well-travelled guests have come to expect

superior, understated service and outstanding facilities. But what really sets InterContinentalapart is the way we share our knowledge and love of local culture with our guests, to give

them an authentic taste of their destination and to help them make the most of their stay with

us. InterContinental has a global portfolio of 166 hotels in over 60 countries.
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HISTORY OF ZON HOTEL

The Zon Regency Hotel is set on the south of Johor Bahru directly facing the sea. It is within

a short drive to the main shopping area, the railway station and the Royal Museum. The 12

storey business Zon Regency Hotel is situated within a composite downtown duty free

shopping and entertainment complex, offering tastefully, luxurious rooms. Formally known

as the Eden Garden Hotel.

EDEN GARDEN HOTEL JOHOR BAHRU, officially opened on 18th April, 1999 by the

Prime Minister of Malaysia, Y.A.B Dato Seri Dr. Mahathir Mohamad, stands tall today as

one of the Southern regions most prestigious landmarks. Later, EDEN GARDEN name was

replaced by ZON HOTEL BY THE SEA.

The 16-storey hotel is part of the Duty Free Zone (JB) in Stulang Laut which is surely

making headway in the countrys tourism industry, emerging as a one-stop shopping, dining,

entertainment and convention centre.

TheDuty Free Zone (JB), situated along the coastline of Johor Bahru, boasts of not just Eden

Garden Hotel but also a supermarket and departmental store, the Eden Floating Palace,

boutique shop lots, fast food outlets, a food court, an international ferry terminal,

entertainment outlets and an open air hawker place called the Stulang Laut Seafront
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ZON HOTEL OUTLETS

A. Salt 'n' Pepper Caf Restaurant

- Advocated as The Longest Caf Restaurant in the Malaysia Book of Records

1999, it serves local favourites, continental dishes and sumptuous daily buffets.

Daily Operation Hours: 6:30am to 1:00amLunch: 12:00pm noon to 2:30pm

Weekend Hi-Tea: 12:00pm noon to 4:30pm

Dinner: 6:30pm to 10:30pm

Tel: +607-221 9999 (Ext.5106)

Location: ZON Hotel, Level 5

B .Chinese Restaurant

- It offers a fine selection of cuisine from across the Chinese provinces,available daily at A La Carte prices for lunch.

Daily Operation Hours:

Lunch: From 11:30am to 2:30pmDinner: 6:30pm to 10:30pm

Closed On Monday.

Tel: +607-221 9999Location: ZON Hotel, Level 5

C.Palm Bistro

- The only open concept lounge in Johor, offering a variety of snacks, cocktails

and imported beverages, accompanied nightly live music entertainment.

Daily Operation Hours: 11:00am to 1:00amBand Schedule:8:00pm to 11:45pm (Every Monday)

7:30pm to 12:00midnight (Every Tuesday to Thursday)

7:30pm to 1:00am (Every Friday, Saturday & Eve of Public Holidays)

Tel: +607-221 9999 (Ext.5400)



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D. Palm Lounge

- Overlooking the Straits of Johor, this is the perfect setting for a casual meetingor family gathering for a light hearted meal.


Dinner: 6:30pm to 12:00midnight

Tel: +607-221 9999 (Ext.5400)


E. Little Havana

Daily Operation Hours: From 3:00pm to 11:00pm

Tel: +607-221 9999 (Ext.5018)


F. Baccheus Wine & Cigar GalleryOperation Hours:

From 11:00am to 11:00pm (Every Sunday to Thursday)

From 11:00am to 12:00midnight (Every Friday, Saturday & Eve of Public

Holiday)



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LOCATION

Conveniently located within the heart of Johor Bahru City, Malayasia. there is plenty of

transport options to get to the ZON Johor Bahru.

- 10 Minutes from Singapore Causeway

- 15 Minutes from North-South Highway(Tebrau Exit)

- 45 Minutes from Senai International Airport

- 1 Hour from Changi International Airport

- 90 Minutes from Batam Island, Indonesia

- 150 Minutes from Bintan Island, Indonesia

We have 4 carparks with more than 1,000 carpark spaces, 700 motorcycle parking spaces and

8 bus parking lots to accommodate our visitors.

Parking Rates10:00am to 6:00pm: RM1.00 Per Entry

6:00pm to 10:00am: RM3.00 Per Entry

* Parking over 24 hours subject to hourly rate


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FACILITIES

Room Facilities:

Air Conditioned Hairdryer Internet Mini Bar Room Service Safety Deposit Box Tea / Coffee Facilities Telephone TV - In House Movies TV - Satelite / Cable

Deluxe Room:

Deluxe Rooms are fitted with a queen size bed or 2 single beds. Bathrooms have a bathtubwith an overhead shower.

Hotel Facilities:

Air Conditioned Bar Car Park Coffee Shop / Cafe Laundry Service Restaurant Shops

Internet & Business Facilities:

Business Centre Conference Facilities Wi Fi

Leisure Facilities:

Fitness Centre Massage Sauna Spa / Wellness Centre Swimming Pool


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FnB OUTLETS:

A great place to wine, dine & relax

Salt 'n' Pepper Caf Restaurant (level 5) Lotus Garden Chinese Restaurant (level 5) Palm Lounge (level 5) Palm Bistro (level 5) Little Havana (level 5) Baccheus Wine & Cigar Gallery (level 5)

ROOM SERVICE

BANQUETS:

Meeting, Incentives, Conventions & Exhibition Facilities

The Grand Ballroom Convention & Exhibition Hall 6 Function Rooms 2 Auditorium

OTHERS

FUN ZON

The Fun ZON is an elite project designed to bring fun and excitement in the city of Johor

Bahru to new heights and set unrivalled standards of quality and variety in entertainment.

Dedicated to wholesome fun, this prestigious and exciting element within the waterfront

leisure destination ofThe ZON Johor Bahru, is your first choice destination for dining,

recreation and total refreshment. Finally, here's a haven of happiness where locals or visitorsto Johor Bahru can enjoy a host of fun activities all within The ZON.


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ZON DUTY FREE

The ZON Duty Free is perhaps the only existing downtown duty free center in Southern

Malaysia with a very unique 'Airport in the City' concept.

Operating several duty free specialty outlets throughout the Mall, the ZON Duty Free offers

the widest selection of imported products at the most competitive prices.

Chocolates - Select from a broad range of well-known international brands, all imported with

quality assured

Alcohol - Fine wine, brandy, whisky, liquor, imported beers from around the world

Tobacco - Premium cigar and cigarettes

What Is Duty Free?

For eligible buyers, duty free implies exemption from import, sales or excise duties as

imposed by country's customs department.


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THE ZON MALL

Occupying 5 levels and more than 400,000 square feet of indoor retail space, the ZON Mallcomprises approximately 200 retail shop lots with a carefully planned tenant mix. With a new

entrance and atrium greeting customers, the ZON Mall sets customers' shopping comfort and

convenience as priority while adequately optimizing its variety.

The ZON Mall is committed to creating a unique shopping, leisure and

entertainment experience that will set new standards for Johor Bahru.


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ZON DEPARTMENT STORE

The ZON Department Store occupies a total of 150,000 square feet retail space over 5 levels,

offering a wide variety of merchandise from fashion apparel to household as well as

supermarket products.

A recent extreme makeover has completely transformed the Department Store into a

contemporary concept store, bringing new direction in lifestyle shopping. With attractive newlabels for a wider choice, spacious aisles for shopping comfort and emphasis on merchandise

display, The ZON Department Store has indeed created a new shopping experience for local

residents as well as visitors to Johor Bahru.

The Supermarket, located within the ZON Department Store, provides a wide selection ofmerchandise and with its realigned product placement, makes it much easier for shoppers to

locate what they want as well as giving shoppers a far more pleasant shopping experience.

In recognizing that its customers are the single biggest factor driving the business, the ZON

Department Store is committed to provide its customers


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Chapter 3:

1. FOOD AND BEVERAGE DEPARTMENT2. ORGANIZATION CHART OF FOOD AND BEVERAGE DEPARTMENT3. DUTIES AND RESPONSIBILITIES OF FOOD AND BEVERAGE DEPARTMENT4. PERSONNEL ATTRIBUTES OF FOOD AND BEVERAGE DEPARTMENT

STAFFS

5. RESTAURANT SERVICE


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FOOD AND BEVERAGE DEPARTMENT

The Food & Beverage department is the largest department on board comprising of various

areas working together to cater to our guests food and beverage needs. From mouth-watering

meals to deliciously refreshing cocktails, the food and beverage department works around the

clock to ensure our guests receive world class service, award winning cuisine and memorable

experiences at all our bars, restaurants and lounges. Entry level positions within this

department include waiters, cooks, bar servers, hotel stewards and galley stewards, however

there are numerous management and supervisory positions as well as opportunities for career

advancement.

Food and Beverage outlets

A. Salt and Pepper Caf Restaurant:Salt & Pepper Caf Restaurant, overlooking the Straits of Johor, has been recognized as the

longest caf restaurant in the country by the Malaysia Book of Records in 1999. It serves

international and Asian favorites. Buffet breakfast and dinner are featured daily while its Hi-

Tea Stretch every Saturday, Sunday and Public Holidays are highly popular, it serves local

favorites, continental dishes and sumptuous daily buffets.

Daily Operation Hours: 6:30am to 1:00amLunch: 12:00pm noon to 2:30pm

Weekend Hi-Tea: 12:00pm noon to 4:30pm


Tel: +607-221 9999 (Ext.5106)


Promotion

Every Thursday, 02nd, 09th, 16th, 23rd and 30th.Buffet dinner for adult RM 50.00+ and 25.00+ for children

Theme is EAST TO WEST (6.30pm till 10.30pm)

Every Friday, 03rd, 10th and 17th.Buffet dinner for adult RM 50.00+ and 25.00+ for children

Theme is INTERNATIONAL BUFFET (6.30pm till 10.30pm)

Every Saturday, 04th, 11th, and 18th.Buffet dinner for adult RM 65.00+ and 35.00+ for children


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Christmas and New Year EVE Buffet Dinner, 24th and 31st

Buffet dinner for adult RM 90.00+ and RM 45.00+

Inclusive of party novelties and a bottle of wine for every 2 pax paying Adult

Christmas and New Year Buffet Hi-Tea, 25th and 01st

Buffet Hi-Tea for adult RM 45.00+ and RM 23.00+

(12.00 noon till 4.00pm)

Christmas and New Year Buffet Dinner, 25th and 01st

Buffet Dinner for adult RM 65.00+ and RM 35.00+

B. Lotus Garden Chinese Restaurant:An interior reflecting fine Oriental splendour and offering an even finer selection of Chinese

cuisine. Specialises in sharks fin and abalone dishes and live seafood. Open s daily for

lunch and dinner from 11.30am to 3.00pm and from 6.30pm to 11.00pm, respectively.Itoffers a fine selection of cuisine from across the Chinese provinces, available daily at A La

Carte prices for lunch.Daily Operation Hours:

Lunch: From 11:30am to 2:30pm


Closed On Monday.

Tel: +607-221 9999


C. Palm Lounge and Bistro:Relax by the fountain and palm trees encircling the lounge and meet over coffee, tea or

cocktails under a sky-lit roof. Partake in light and savory snacks from the a la carte menu and

enjoy drinks at duty-free prices, from 11.00am to 1.00am daily. Happy Hours are from

5.00pm to 8.00pm daily while the resident band starts playing from 8.00pm to 12.15am daily.


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Palm Bistro:

- The only open concept lounge in Johor, offering a variety of snacks, cocktails and imported

beverages, accompanied nightly live music entertainment.

Daily Operation Hours: 11:00am to 1:00am

Band Schedule:

8:00pm to 11:45pm (Every Monday)

7:30pm to 12:00midnight (Every Tuesday to Thursday)

7:30pm to 1:00am (Every Friday, Saturday & Eve of Public Holidays)

Tel: +607-221 9999 (Ext.5400)


Palm lounge- Overlooking the Straits of Johor, this is the perfect setting for a casual meeting or family

gathering for a light hearted meal.


Dinner: 6:30pm to 12:00midnight

Tel: +607-221 9999 (Ext.5400)


D. Baccheus Wine & Cigar Gallery:Operation Hours:

From 11:00am to 11:00pm (Every Sunday to Thursday)From 11:00am to 12:00midnight (Every Friday, Saturday & Eve of Public Holiday)


Promotion

50% discount after 9p.m 25% discount to hotel staffs 25%Zon community card discount Complimentary discount to

E.Sukhothai :

A Touch of Authentic Thai Cuisine Restaurant


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OTHERS

F. Little Havana Wine & Cigar Shop:Hand-rolled Cuban cigars, wine and champagne can be found in this delightful and cozy shop

opened daily from 3.00pm to 11.00pm. Items can be purchased, gift-wrapped or even ordered

for consumption at any of the hotels food and beverage outlets.

Daily Operation Hours: From 3:00pm to 11:00pm

Tel: +607-221 9999 (Ext.5018)


G. The Gallery and Eves Garden:The Gallery sells premium cognac, wines, imported beer and liquor at duty-free prices while

Eves Garden sells fresh and ornamental flowers, gift items, golf accessories and a variety of

basic necessities.

H.

Banquets:

Meeting, Incentives, Conventions & Exhibition Facilities

A variety of superbly equipped rooms to provide high flexibility and cater to the requirements

of conventions, conferences and meetings, the Zon hotel offers the largest convention and

banquet facility with capacity up to more than 1000 people.

The Grand Ballroom Convention & Exhibition Hall 6 Function Rooms 2 Auditoriums

Functions attended in banquets

Miss Tourism International(western set) Anwar Zen concert (dome set) Meetings and conference(set up) Chinese new year (Chinese set)


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Room Service

Room service is a personalized Food & Beverage outlet that is different from the other Food &

Beverage outlet, where only the in-house guests are served. Room service also may be described as

the food distribution system which emphasis right food, right room at the right time. Here, limited

item are served for 24 hours. The orders are taken through the phone, by the order taker, a cashier,

supervisory personnel or service personnel. The business hour is serving breakfast and it is the time

efficiency of this department is tested. The room service lies next to the main kitchen. It also provides

complimentary fruit basket and cookies to the guest on their arrival. The price of the menu in the

room dining is higher than of the restaurants because of the personalize service.

Since most of the guest talks mostly about the room service so, it becomes very much necessary for

the hotel to take maximum care for its efficient functioning.

Room service procedure

Order taker should attend the telephone on the 2nd

to 3rd

ring. Respond to call by identifying the department and wish as per the time of the day and

obtain the guest name and room number.

Always respond the guest with his/her name in a cheerful voice. Take order in K.O.T. If more than one phone call comes at time, pick all calls giving preferences to the first

caller.

All copies handled to chef de rang. Commis sets the trolley or tray selecting correct equipment. Order is picked up, waiter proceeds to the guest room. Check the room number, announce room service knocking gently. If there is DND sign or no response, then the guest is contacted from the floor

telephone.

With the guest as per the time and place the tray or trolley. Present the bill along with the pen. Inquire for more help. Then, inform and report to the office.


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Duties and Responsibities

1. Outlet Manager: Maintain the outlet facility clean and safe. Obtain customer feedbacks and recommend necessary outlet operational changes. Interview and hire associates for outlet operations. Schedule orientations and job trainings to outlet associates. Organize regular meetings to discuss about issues and updates. Analyze and resolve problems in a timely and accurate manner. Organize special events and entertainments to attract more customers. Address customer queries courteously and ensure customer satisfaction. Develop cost-effective operational plan to achieve outlet goals. Assist in cash handling activities and develop expense and revenue reports

2. Assistant Restaurant manager: Supervise and coordinate assigned shift; pre-meal meeting conducted with staff daily. Assist in overall supervision of the department. Check staff punctuality. Communicate with guests and receive feedback. Observe, teach, and correct staffs service.. Examine food preparation. Examine beverage presentation. Handle any guest complaint. Monitor timing of guest experience. Spot check liquor pars. Order daily supplies. Follow up on established training steps. Handle guest comments and complaints. Ensure guest satisfaction. Stay on the floor during peak hours.


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3. Captain: Inspect the cleanliness and presentation of all china, glass, and silver prior to use.

Check in with guests to ensure satisfaction.

Set tables according to type of event and service standards. Communicate additional meal requirements, allergies, dietary needs, and special

requests to the kitchen.

Maintain cleanliness of work areas throughout the day. Follow all company and safety and security policies and procedures; report accidents,

injuries, and unsafe work conditions to manager; and complete safety training and

certifications.

Ensure uniform and personal appearances are clean and professional, maintainconfidentiality of proprietary information, and protect company assets.

Welcome and acknowledge all guests according to company standards. Speak with others using clear and professional language, and answer telephones using

appropriate etiquette.

Develop and maintain positive working relationships with others, support team toreach common goals, and listen and respond appropriately to the concerns of other

employees.

Ensure adherence to quality expectations and standards.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 25pounds without assistance.

Stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested by Supervisors

4. Waiter: Check patrons' identification in order to ensure that they meet minimum age

requirements for consumption of alcoholic beverages.

Collect payments from customers. Write patrons' food orders on order slips, memorize orders, or enter orders into

computers for transmittal to kitchen staff. Take orders from patrons for food or beverages. Check with customers to ensure that they are enjoying their meals and take action to

correct any problems.

Serve food and/or beverages to patrons; prepare and serve specialty dishes at tables asrequired.

Prepare checks that itemize and total meal costs and sales taxes. Remove dishes and glasses from tables or counters, and take them to kitchen for

cleaning.

Present menus to patrons and answer questions about menu items, makingrecommendations upon request.

Inform customers of daily specials.


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PERSONAL ATTRIBUTES OF FOOD & BEVERAGE DEPARTMENT

Able to do manual on menial work. Willingness to serve. Capacity to take orders from his seniors. Cheerful attitude towards his work & people. Co-operation. Pride in his work. Must realize he is a representative of the organization & act in a manner which is

accordance with organizations status.

Honesty Courtesy Helpfulness

One of the most important attributes is the sense of urgency. Basically it means the capacity

of staff to do any work urgently, skill of doing right work at right time so time is saved &

organization is profited.

RESTAURANT SERVICE

PRODUCTIONFACILITIES

Managing food production is a major responsibility in every Food & Beverage departments. For the

food production in Zon Hotel, there is a main kitchen that is divided into the Asian Kitchen and

Continental Kitchen and a separate bakery section and a Cold section. These sections cook for the

entire restaurants, bars, lounges, and for the room service. But for the function areas..

BRIEFING

Briefing is a meeting of a restaurant staff prior to the opening of the restaurant. The captain is the

person who is directly responsible for the role of the stewards, thus he holds the responsibility. At the

briefing all the employees along with the trainees should line up for the inspection. The inspection

should include the following:

Uniform Shoes and Socks Hair Hands and Finger Face General waiters kit


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General waiters kit includes: writing pad, ball pen, bottle opener, waiters cloth and matchbox. These

are the things, which a waiter should never forget to carry.

A captain is a team leader who is always responsible for the performance of the stewards at their

service. He is also the main link between the junior staffs and the manager. Steward is the person who

does the actual service of Food & Beverage. He/she is the person who has to coordinate with the

kitchen staff as well. He/she takes the order from the guest and sees that the orders are placed received

and served in time to the guest.

In this session, the captain gives the instruction, checks their performance and receives suggestion or

problem of the staff. There are certain things that steward should always keep in mind before theirservice, such as:

Knowledge about the Food & Beverage items in the menu. Remember the last days Food & Beverage sale, number of cover sold, house

count, occupancy of the hotel and the name of the duty manager.

Knows the soup, main courses and dessert of the day. Should be equipped with waiters kit. Knows fully about the menu and beverage list.


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CHAPTER 4:

1. TASK PERFORMED PRACTICALLYRESTAURANT PREPARATION

2. PREPARATION AT DINNING AREAS3. ALLOCATION OF DUTIES AND RESPONSIBILITY4. TASK PERFORMED5. OUTLET HIERARCHY6. STANDARD PROCEDURE7. PAYMENT SYSTEM8. HANDLING GUEST COMPLAINS9. CHANGHING ASHTRAY10. SIDE STATION11. WIPEING GLASSWARE, CUTLERIES,CROCKERIES12.CASHERING13.TRAINING AND DEVELOPMENT14.BREAKEAGES POLICY15. PERSONAL GROOMING16.HOTEL COMMUNICATION17.UPSELLING TECHNICS18.GUEST COMMENT FORM19.CUSTOMERS EXPECTATION,DECOY SYSTEM,ITEM 8620.

PROJECT BASED PROBLEMS FROM GUEST AND STAFFS


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Analysis of Activities Done And Problem Solved

RESTAURANT PREPARATION

Some people think that, the duty of the waiter is to serve Food & Beverage only when guest sit at his

station. This is not true because even though his main job is to serve food, it will not be possible for

render his services in an efficient and satisfactory manner until and unless he has done some

preparation before the act. These pre-preparation duties can be divided broadly in three categories:\

1. Miseen-scenePutting into scene or Dressing the scene refers to preparing the environment of

the area in order to make it pleasant, comfortable, safe and hygiene, before eachservice session the restaurant should be made presentable enough to accept guest. The

supervisor and waiter should ensure the following mise-en-scene:

Carpets and floors are well brushed and hovered. All tables and chairs are serviceable. Table lights or wall lights have functioning bulbs.

2. Mise-en-placePutting into place or Dressing the place is the term attributed to the preparation of a work

place for ultimate smooth service. To ensure that the restaurant is ready for service, a station

comprises of a given number of tables which are attended by a given team of waiters. Thus

the restaurant may have several stations, each with a team of waiters. Also, before serving the

guest, the staffs should make the restaurant ready to serve. For this, he/she should care for.

a. Side-board PreparationBefore a restaurant opens, the side board must be equipped with following items:

Cold water in jugs with under plates and napkins to cover. All important proprietary sauce such as Worcestershire sauce, tobacco sauce,

tomato ketchup (the waiter should ensure that the necks of the bottle are clean)

Toothpick in (pony tumbler) toothpick holder. Sugar bowl for both brown and white sugar with tea spoon. Hot plates and order taking pads. Straws with straw holders. Pickles and chutneys. Ashtraysclean and polished Service spoons and forks. Extra cutlery of all kinds to be used on the tables. Salver and trays covered with napkin for service. Under plates, dolly paper.

Bread and butter plates, dinner plates. Spare restaurant linen of all types. Glasses Cloth napkins are folded and kept ready for service.


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b. Table LayoutBefore laying the cover, the table has to be clothed up with either tablecloth or the

tablemat is laid. There are two basic covers. They are:

i. A la Carte coverThis is a cover where cutlery and flatware for the meal is laid before each course is

served. There is variety of different approaches what is laid for this form of service.

But here is a traditional cover, which may include the following, several things:

Fish plate Napkin Fish knife Fish fork Side plate Wine glass Cruet set

ii. Table dhte CoverThis is a cover where cutlery and flatware for the meal is laid before the start of the

meal for all the courses that are to be served. There are some possible variation to

approach which is laid for the table dhte cover. But the traditional cover may

include the following things, for instance:

Soup spoon Joint knife and joint fork Sweet spoon and sweet fork Side plate and side knife Water goblet Wine glass Napkin Cruet set


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PREPARATION FORSERVICE AT THE DINING AREAS

There are several of duties to be carried out before the service commences and varied

according to the particular Food & Beverage service area concerned. A duty Rota indicating

the task and duties to be completed before service is allotted to every staffs. So, the staffs are

always responsible for their job. The list of possible task and duties is shown below:

Supervisor

Check the booking diaries for reservations. Make out the seating plan for the day and allocate customers accordingly. Make out a plan of the various stations and show where the staff will be working. Go over the menu with staff immediately before service is due to commence. Check that all duties on the duty Rota are covered and that a full team of staff is

present.

Housekeeping

Every day, vacuum or brush the surrounds whatever required. Clean and polish doors windows and glasses. Empty waste bins and ash trays. Polish all brasses. Dusting of all furniture and fixtures.

Linen

Collect the clean linen from the housekeeping department, check items against list. Distribute them to the various service points, laying tablecloth, tablemats, folding

napkins, tray mats, etc.

Ensure that stocks are sufficient to meet needs.


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Crockery and Cutlery

Collect all the cutlery, flatware and hollowware from the steward. Cleaning and wiping of various cutlery, flatware and hollowware. Checking and wiping of side plates, saucer, etc. The checking of crockery according to the menu and service requirements. Preparation of service plates for sideboards. Preparation of stocks of crockery for sideboards. Side plates. Tea/Coffee saucers.

Those cutlery, flatware and hollowware may include the cleaning of the following things:

Service Spoon Joint/ service Fork Sweet spoon and Sweet Fork Soup Spoon Tea/Coffee spoon Fish Knives and Fish Forks Joint Knives and Side Knives Tea, coffee and milk pot Vegetable dishes of various sizes and shapes.

Cruets, Ash trays, Table numbers and Butter dishes

The collection cruets, ashtrays and table numbers and butter dish.

Hacking, filling and polishing the cruets. The laying on tables of cruets, ashtrays, table numbers and butter dishes with knives,

according to headwaiters instruction.


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ALLOCATION OF DUTIES AND RESPONSIBILITY

The restaurant staffs are scheduled in two shifts, morning and evening. They have to run in

their duty roaster, which involves scheduling the staffs, working hour per and day off. All the

staffs are allotted with a different job, which they have to perform every day. For example:-

Before service

Wiping cutlery and crockery Setting of tables and cover Buffet setup and pickup Collecting and exchange of linen

During service

Order taker Server Soil pickup

After service

Buffet takeout Setting of table and cover for another meal Wiping cutlery and crockery and stock in side station. Linen exchange

The duty roaster is maintained as in two shifts in the morning and one in the evening:-

Morning shift6:00 AM14:00 PM

7:00 AM15:00 PM

Evening shift15:00 PM23:00 PM


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Task performed: Practically

Outlet (Salt n Pepper Caf Restaurant)

Advocated as The Longest Caf Restaurant in the Malaysian Book of Records 1999, it

overlooks the Johor Straits with a breath taking view of Singapore over the Straits. The

Salt n Pepper Caf Restaurant offers an extensive a la carte all day dining menu

offering local, continental and Asian cuisines.

An oasis of sumptuous spread of buffet dishes, The Salt n Pepper Caf Restaurant is

renowned for its daily theme buffets be it lunch or dinner, our guests are spoilt with achoice of lavish offerings.

Location : 5th Floor

Seating Capacity : 220 persons

Interior : Contemporary Setting

Music : Piped in Music

Schedule of Operation : Breakfast6.30am to 10.30am

Breakfast Buffet6.30am to 10.30am

All day dining11.00am to 12.30am

Lunch Buffet12.00noon to 2.30pm

Hi-Tea Buffet12.00noon to 4.00pm (weekends / PHs)

Theme Dinner Buffet6.30pm to 10.30pm

Type of Food Preparation : Local, Continental & Asian Favourites

Service Presentation : Chinaware / S/Steel Cutleries


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OUTLET HIERARCHY OF SNP RESTAURANT

Trainee

Mana er

Assistant Mana er

Su ervisors

Ca tains

Waiters


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STANDARD PROCEDURE OF SERVICE

Steps 1-

Welcoming Guest

Procedure

Welcome guest with a warm and sincere smile.

Greet guest cheerfully & according to thestandard greetings and use guests name orsalutation if known/possible.

Good Morning Mr. or Ms. Tan / Dr.Murgan / Dato Ahmad / Tan Sri / Puan Sri / YB /Tengku / Tunku / Your Excellency.

Enquire from guest whether he has made

reservation if yes, ask guest for his name andcheck against the reservation book to verify thebooking.

Once confirmed, lead guest to his designatedtable.

If no reservation, enquire from guest the nos. ofperson and his preference of smoking or non-smoking area.

If there is a table for him proceed to lead guest to

the table.

Arrange tables & seats to accommodate theguests, politely ask guest to wait. Once thearrangement is completed, proceed to lead guests

to the designated tables.

Standard

Courtesy displayed.

Standard greetings accordingly to time of day.Good Morning 12.01am to 11.59amGood Afternoon 12.00noon to 5.59pmGood Evening 6.00pm to 11.59pm

Good Night to use only when guest leave theoutlet after dinner.

Guest appreciates when name or salutation isused.

To confirm with guest on the reservation. Alwaysused guests name since identification is known.

Lead guest to correct table.

Ensure guest preferences are met.

Lead guest to correct table

Ensure guest preferences are met.


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Steps 2-

Leading Guest To Table

Procedure

Politely ask guest to follow you to the assignedtable, holding the menu in your left hand andright thumb pointing the way. (Always usedguest name or salutation throughout theconversation)

Walk with grace, in a moderate pace whenleading guest and always check to ensure theguest is not far behind.

Do PR with guest (short talk) by introducingtodays special or house specialties or food

promotions.

Standard

Mannerism/courtesy displayedOur Malaysian culture of showing the way.Guest appreciates when name or salutation isused.

Do not rush the guest. Do not swing around.

Up-selling skill displayed

Always move towards the right if you are encountering a head-on traffic.


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Steps 3-

Sit The Guest

Procedure

Always sit ladies first before gentlemen. Elderlybefore younger. Guest before host. Children arealways last.

If there is little child, politely ask the parentswhether a high (baby) chair is required. If yes,then ask the station waiter to delivery one to thetable.

Put the chair out for the guest and to gently push

the chair in when the guest is about to sit.

Check with parents to place the high chair. Assistin sitting the child and remove the cutleries &

china where the child is sitting.

Standard

Courtesy displayed.

Anticipating guest needs.

Assisting guest & courtesy displayed.

Avoid untoward incidents.


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Steps 4-

Presenting Menu

Procedure

Position yourself nearer to guest right side andexcuse yourself before presenting the menu withyour right hand. Move in clockwise direction ifpresenting to the round table or long table seating.

Ensure the guest has a firm hold on the menubefore completely releasing the menu.

After presenting the menu, recommend todaysspecialties, promotions or house specialties.

Encourage guests to visit the buffet line byintroducing the today/tonights theme buffet.

Excuse yourself from the table and inform thatthe captain/waiter will take their order.

Standard

Service convenience.

Avoid dropping on guest.

Displayed up-selling skill to increase averagecheck.

Courtesy displayed


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Steps 5-

Beverage Order

Procedure

The order taker approaches the table. Greets

the guests & introduce yourself. Inform guests

while they are going through the menu, offer

guests to take their beverage orders.

Good evening, ladies & gentlemen, my name

is Ahmad. May I take your beverage/drink

orders, please

If guest ask for recommendation

We have most of the tropical fruit juices

available here. Can I get you the watermelon

juice, madam?

Our house red wine is light and slightly dry

and excellent with most food. Can I get both

of you a bottle, sir?

Repeat the beverage orders to the guests.

Thank guests for the orders and assure their

beverages will serve shortly. Excuse yourself

while guests continue to read the menu.

Standard

Courtesy displayed. Instead of serving plain

water, order taker can increase guest average

check.

Standard greeting.

Displayed up-selling skill to increase

average check.

Displayed up-selling skill to increase

average check.

Avoid wrong orders.

Courtesy displayed

Captain Order with perforated stubsitems are written from last stub up.

Individual Captain Orderitems are written on individual copy.


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Steps 6-

Beverage Order(Micros)

Procedure

The beverage orders are keyed into the POS

machine located at the side / cashier station

by the order taker/cashier on duty.

Ensure the beverage orders are keyed in

correctly as the orders are printed out at the

bar counter.

Bartender prepares the drinks accordingly to

the print out.

Bartender attached a copy of the print out on

one of the glasses on the bar counter after

preparation.

Waiter checks the drink orders & arrange the

drinks as per cover number on beverage tray.

If coasters are used, placed in on the tray.

The print out is put in a box at the bar

counter before leaving the counter to thetable.

Standard

Depending on the number of POS machine

available.

Check to confirm correct orders.

Check print out before preparation.

Correct drinks for correct table.

Prearrange drinks for service convenience.

For check & balance during closing of shift.


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Steps 7-

Beverage Order(Captain Order)

Procedure

From the captain order (perforated stubs), the

first copy (white) is sent to the bar counter.

2nd copy (yellow) is retained by the order

taker or kept at side station for reference.

3rd copy (green) is sent to the cashier counter

for billing purpose.

Bartender prepares the drinks accordingly to

the captain order.

Bartender attached the captain order on one

of the glasses on the bar counter after

preparation.

Waiter checks the drink orders & arrange the

drinks as per cover number on beverage tray.

If coasters are used, placed them on the tray.

The captain order is put in a box at the bar

counter before leaving the counter to the

table.

Standard

Correct usage of captain order (stubs)

Bartender prepares drinks accordingly.

Correct drinks for correct table.

Prearrange drinks for service convenience.



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Steps 8-

Beverage Service

Procedure

Carrying the beverage tray on your left hand,

the waiter approaches the guests and excuseyourself before serving.

Always serve lady first and gentleman/host

last.

Move closer towards the right side of guests

and transfer the drinks from tray by serving

the guests right side using your right hand.

Introduce the beverage to the guest before

placing on the upper right hand corner of the

placemat. Place coaster first if required.

Repeat the service process in a forward

direction i.e. clockwise direction.

After all beverages served, wish guest an

enjoyable drink and excuse yourself.

Enjoy your drinks madam/sir or cheers!

Standard

Correct service procedure & courtesy

displayed.

Correct service procedure.


Confirming correct drink served.


Courtesy displayed.


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Steps 9-

Placing Beverage

Procedure

All beverages should be dispensed out

immediately after an order is transmitted to

the bar.

Thus, the printed orders/captain orders are to

be arranged accordingly in a neat row.

To place all beverages at pick-up counter

together with the respective printed

orders/order slips.

After waiter picks up the beverages, the

printed orders / order slips are placed into a

proper container.

At the end of each shift, beverage staff will

record down in the Beverage Sales

Book/Sheet the beverages and quantity sold

according to the printed orders / slips.

Standard

All beverages should be made on a first

come first serve basis.

Station waiter able to identify the respective

tables beverage orders.

To have a proper system and control.

Sales inventory at end of each shift should

tally with the cashier report.


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Steps 10-

Food Order

Procedure

While guests wait for the beverages/drinks to

be served, the order taker approaches the

guests for food orders or when guests are

ready to order their food.

Excuse yourself once again. Stand in a

straight posture next to each guest and never

bend your body to explain the dishes if

required.

Repeat food orders to each guest after taking

respective orders and seek permission from

guest to remove the menu before taking the

next order.

Always move in a forward position while

taking food orders for a long table/round

table.

If smaller table for 2 persons, order taker need

not have to move.

After all food orders taken, thank the guests

for their orders and assure their food will be

delivered shortly.

Standard

Read guests body language

Confident displayed on food knowledge.

Avoid wrong orders.

Courtesy displayed

To avoid unnecessary accident.

Courtesy displayed.

Captain Order with perforated stubsitems are written from last stub up.

Individual Captain Orderitems are written on individual copy.


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Steps 11-Food Order(Micros)

Procedure

The food orders are keyed into the POS

machine located at the side / cashier station

by the order taker/cashier on duty.

Ensure the food orders are keyed in correctlyas the orders are printed out at the kitchen

side.

Sections chef prepare food accordingly to the

print out.

Chef/barker attached a copy of the print out

on the plate at the respective section pick-up

counter after preparation.

Waiter checks the food order & arranged the

food as per cover number on service tray

together with sauces/compliments (if

available)

The print out is placed in a box at the kitchen

counter before leaving the counter to the

table.

Standard

Depending on the number of POS machine

available.

Check to confirm correct orders.

Check print out before preparation.

Correct dishes for correct table.

Correct compliment/sauce for food ordered.



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Steps 12-

Food Order(Captain Order)

Procedure

From the Captain Order (perforated stubs),

the first copy (white) is sent to the kitchen

counter.

2nd copy (yellow) is retained by the order

taker or kept at side station for reference.

3rd copy (green) is sent to the cashier counter

for billing purpose.

Sections chef prepare food accordingly to the

captain order.

Chef/barker attached the captain order on the

plate at the counter after preparation.

Waiter checks the food order & arranged the

food as per cover number on service tray

together with accompanying condiments (if

available)

The captain order is put into a box at the

kitchen counter before leaving the counter tothe table.

Standard

Correct usage of Captain Order (stubs)

Different preparation of food section.

Correct dishes for correct table.

Correct condiments for food ordered.



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Steps 13-

Food Service

Procedure

Carrying the service tray, the waiter

approaches the guests and excuse yourself

before serving.

If there are more dishes, bring along a tray

stand and placed it near the guests table or

send the food to the side station.


last.


and served the dish with your right hand from

right side of guests.

Announce the dish before placing it in front

of the guest on the placemat.



Wish guest a pleasant meal and excuseyourself. Please enjoy your meal,

Sir/Madam

Standard

If there are one or two dishes, serve directly

to guest.

To support the tray (more dishes mean the

tray is heavy)

Correct procedure.

Correct procedure.

Correct food ordered by guest. The main

meat must be directly in front of guest.

Avoid untoward incident.

Courtesy displayed.


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Steps 14-

Clearing Dish

Procedure

Check with guests whether they have

finished the meal. Excuse Sir/Madam, have

your finished your meal and may I clear your

plate

Place used cutleries on soiled plate and

removed from the table using your right hand

from the right side of guests.

Transfer the soiled plate to your left hand

while clearing the next with your right hand.

Never pick cutleries by crossing thecustomer face (unless necessarycorner

table)

Repeat the clearing process in a forward


If the load is too heavy, transfer the soiled

plates to side station / soiled trolley or

directly to the stewarding area.

Continue the process until all cutleries &plates are completely removed from table.

Wipe the table with a clean cloth & under

liner.

Standard

Courtesy displayed & confirmation with

guests.

Correct service procedure


Never inconvenience the guests.


Never strain yourself.

Complete clearance of unused cutleries &

plates.



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Steps 15-

Dessert Order

Procedure

The order taker approaches the table with the

menu & open the menu for desserts section.

Mr. Tan, here is the menu for dessert

Recommend to the guest todays special or

house specialties.

I strongly recommend the oven baked apple

pie a la mode topped with.

Can I get you one, Mr. Tan

How about a cup of freshly brewed coffee togo with

Thank the guest for the order.

Repeat the orders to the guest.

Continue the same process with other guests

on the same table.

If guests refuse dessert, always offer

coffee/tea as replacement.

Thank guests for the orders and assure their

orders will serve shortly.

Standard

Convenience for guest to read the desserts.

Courtesy displayed.

Displayed up-selling skill to increase average

check.

Courtesy displayed

Avoid wrong orders.

Ensure all guest orders are taken.

Displayed up-selling skill to increase average

check.

Courtesy displayed


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Steps 16-

Dessert Service

Procedure

Carrying the service tray with desserts, the

waiter approaches the guests and excuse

yourself before serving.

If there are more desserts bring along a tray

stand and placed it near the guests table or

send the desserts to the side station.


last.


and served the dessert with your right hand

from right side of guests.

Introduce the dessert to the guest before

placing it in front of the guest on the

placemat.



Wish guest a pleasant meal and excuse

yourself. Please enjoy your desserts

The waiter prepares coffee/tea and serve to

guests with hot milkin small milk jug The

cup & saucer must be placed on the upper

right side of the placemat. The milk jug in the

center of table.

Standard

If there is one or two dessert, serve directly

to guest. Courtesy displayed.

To support the tray.



Ensure correct desserts served to guests.

Avoid untoward incident.

Courtesy displayed.



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Steps 17-

Dessert Clearance

Procedure

Check with guests to clear dessert plates.

Excuse Sir/Madam, may I clear your plate

Place used cutleries on soiled plate and

removed from the table using your right hand

from the right side of guests.

Transfer the soiled plate to your left hand

while clearing the next with your right hand.

Never pick cutleries by crossing thecustomer face (unless necessarycorner

table)

Repeat the clearing process in a forward


If the load is too heavy, transfer the soiled

plates to side station / soiled trolley or

directly to the stewarding area.

Continue the process until all cutleries &plates are completely removed from table.

Always ask guests for another cup of

coffee/tea.

Wipe the table with a clean cloth & under

liner if required.

Standard

Courtesy displayed & confirmation with

guests.

Correct service procedure


Never inconvenience the guests.


Never strain yourself.

Complete clearance of unused cutleries &

plates.

To increase average check.



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Steps 18-

Presenting Bill

Procedure

When guests have completed the meal, ask

cashier to prepare the bill according to the

captain orders.

Cashier to check the print out bill to ensure

all in order and place it in respective slot.

When guest ask for bill, waiter collect the

bill from cashier and to confirm the table

number & all orders are printed.

Place the bill in bill folder.

Approach the host and present it from the

right side of guest by opening the folder and

pointing the thumb at the total amount.

Never read the amount out unless asked to by

host.

Collect cash / credit card from guest or guest

may sign to his room accounts / bill to

company / city ledger.

Thanks the host for payment and proceed to

cashier for change / credit card imprint.

(Please refer to Payment Of Bill)

Standard

Standby the bill.

All items recorded & printed accordingly.

Confirming the bill is correct.

Correct procedure.

Highlighting to guest the amount.

Some hosts do not like their guests to know

the amount.

Different payment mode.

Courtesy displayed & for cashiers duty.


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Steps 19-

Billing (Cash Payment)

Procedure

Waiter returns to cashier counter with cash in

the bill folder.

Cashier confirms the amount and returns

correct change & a copy of the bill into thebill folder.

Waiter checks the change and bill in the

folder.

Approach the guest table with bill folder and

place it in front of the host.

Ask the host to check the change and stand a

short distance away from the guest. Do not

wait for tips.

After guest collect change & bill, approach

the host and thank all guests while collecting

back the bill folder and return to cashier

counter.

If guests leave the restaurant, wish guest

farewell. Thank you madam/sir, have a

pleasant day/evening and please do visit us

again.

Standard

For cashiers duty.

Confirming the change is correct.

Confirming the bill & change is correct.

Correct procedure.

Confirming with host on his change back.

Courtesy displayed

Courtesy displayed.


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Steps 20-

Credit Card Payment

Procedure

Accept credit cards that are recognized by

hotel.

Waiter returns to cashier counter with guests

credit card & bill in folder.

Cashier insert card into the credit card

machine and wait for approval code & follow

instructions as directed by the machine.

Always print 2 copies of the credit card

slips/vouchersone for cashier & one for

guest.

Cashier placed guest bill, credit card &

voucher in bill folder.

Waiter checks bill, credit card & voucher are

correct before approaching guest table.

Open bill folder, ask host to sign the voucher.

Check the signature against the credit card.

Return the bill, credit card & voucher to host.

Thank all guests while collecting back the bill

folder and return to cashier counter.

If guests leave the restaurant, wish guest

farewell. Thank you Mr. Tan /sir/madam,

have a pleasant day/evening and please do

visit us again.

Standard

For cashiers duty.

Follow credit card machine instructions.

Correct procedure.

Ensure all in order.

Confirming all in order.

Courtesy displayed. Ensure guest signs on

dotted line. Address guest by his name.

Courtesy displayed.

Courtesy displayed.


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Handling Guest Complain

Procedure

Using the HEAT method to handle guest

complaint.

Hear attentively to guest complaint and do not

interrupt. Note down the complaint.

Empathize with guest about he is feeling on the

complaint. Thank guest for highlighting the

problem to you.

Apologize to the guest

Take corrective action with guest approval. Agree

on the solution and act on that solution.

Check back to make sure guest is satisfied and

thank the guest.

If otherwise, inform guest that his complaint shall

be brought up to the Manager/Superior.

Standard

All complaints handled in a courteous and

professional manner.

Listen attentively and maintain eye contact.

Understanding the guest will calm him down.

Courtesy displayed.

Never blame other individuals or departments.

Accept the responsibility for rectifying the

situation.

Agreed on corrective action.

Problem resolved to guests satisfaction.

Information channeled to high authority for

corrective action.


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Side Station

Procedure

The side station must always be well stocked

with the outlets established mise-en-place.

This may include the following:

Inside cabinetlinen napkins, tablecloth, BB

plate, coffee cup & saucer, spoon, chopstick,

fork, knife, sugar sachet, toothpick, etc.

The top of the stationashtray, water

pitcher, ketchup & chili bottle, serviette,service tray,

The replenishment of mise-en-place must be

at least almost completed before the next

shift takes over.

Side station must always be kept cleaned at

all times.

Standard

Ensure smooth service operation.

Items placed inside and on top of station will

depend on the size of station and as per

established arrangement.

Service staff are responsible for their

respective station.


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Wiping Plates,Crockery,Cutleries and Glassware

Procedure

To collect plates and crockery from the

stewarding area.

Stack all plates nicely on the trolley and

transport slowly to pantry area/back lane.

Wipe all plates front and back with a clean,

dry cloth.

After wiping, stack and arrange the plates onthe counter.

To collect cutleries from stewarding area.

Carry cutleries rack carefully to the back

lane.

Wipe all cutleries with a dry cloth by holding

the handle with one end of the cloth.

Arrange cutleries orderly in a separate rack.

To collect glassware from stewarding area.

Stack glass racks on trolley and transfer to

back lane.

Fill up hot water in container/water pitcher.

Steam glassware and wipe.

Hot the stem or bottom of glass/goblet with

one end of the dry cloth and insert the

remaining cloth into the glass.

Put your thumb into it and the four fingers

outside.

Wipe by turning clockwise direction a few

times.Place the dry clean glassware onto a service

tray.

Standard

Never use a Room Service trolley for this.

Change cloth if too damp.

Never stack too high.

Cutleries drop on floor are returned for

washing.

Dip cutleries in hot water (container) to

remove stubborn stain.

Proper cutleries rack used.

Do not over stack.

For stubborn stain on glassware.

To remove stubborn stain.

Proper wiping procedure.

For replenishment to side stations.


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Cashering

A. Floats money: To ensure full control of float money. Unauthorized person is prohibited from handling the cash. Cashiers are to record in the log book the float money, during the change of

shift.

B. Cash collection: To ensure the amount to be submitted tally with managers report and

witnessed by manager.

Submission from on the safe deposit must also be witnessed.

C. Billing: Cash the bill and match the total to manager report. Any void must be properly explain and approved by manager/person in

charge (signature).

Discount given in base of entitlements Penalty for missing/undercharge/overcharge.

D. Tobaccos: Log down in a cigarette record book. Handover shift to be recorded. Any shortage is the responsibility of the cashier in charge.

Standard procedures of cashier

Start the duty with counting float money. Open bill before fire order. Close bill immediately, no hanging bill in system. Ensure guest signature on the bill for room charge, member, city ledger and credit

card settlement.

Check for the guest validity, room number against guest name, letter of undertaking,account receivable, discount and membership number.

Balance cashiering with manager report, casting all settlements, make sure total same. Close batch for credit card after each shift, total same with bills


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TRAINING AND DEVELOPMENT

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