WEEKLY DUTY ROSTER PROCEDURE

F&B Department HeadsKitchen - Service - Banquet - Stewarding

Secretary to DOFB Reservation Department

Prepare Weekly Occupancy Forecast List

Collect Forecast Lists

Receive Copies

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

Remark: * Attached one copy of F&B departmental duty roster.* Attached one copy of F&B heads duty roster.* Standard: As an operation department, duty rosters can be subject to last minute changes according to business needs.

Send a Copy to all concerned F&B Department Heads

Send to F&B Office before Friday Noon

Catering Sales

Prepare Weekly Banquet / Function Forecast List

Send to F&B Office before Friday Noon

Code : G001

LINEN EXCHANGE PROCEDURE

Restaurant - Banquet Waiter/Waitress

Sort-Out Soiled Linen andArrange into Trolley / Bag

Laundry Attendant

Take Section's Logbook

Use Staff Transport Soiled Linen to Laundry

Both Parties Count Soiled Linen

Verify and Record Quantity in Section's Log Book

Exchange Soiled Linen with Washed / Pressed Linen

Use StaffElevator

Return to Section

Store Linen in Designated Storage Area

Remark: * Exchange linen daily during following hours: 9:00 - 11:00 / 14:00 - 16:00 / 20:00 - 23:00* Mis-usage of linen to immediately report to section head.* Log book format as attached.

Code:G003

OE BREAKAGE CONTROL PROCEDURE

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

Complete Spoilage & Breakage Report forall operating equipment (china ware, glass * see attached copy of form ware, flat ware, buffet ware) breakages

Fill in all required spaces on form

Complete section: Explanation and review report details

Sign the form under Approved by Dept. Head

Return Form to StewardingInitiate / Sign Form under Initiate Chief Steward

Forward Form to Cost Control for Verification Receive Form for Verification

Verify and Sign/Approve the Form

Forward to Financial Controller for Approval

Keep copy for staff board and filing

Take corrective measures and actions to control breakage

Remark:

Return 3. copy (yellow) to Concerning Department

Keep 2. Copy (red) for updating Monthly Inventory Sheet

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

Keep 1. copy (white) for filing

Verify, Approve and Sign

Return to Cost Control

Submit form to concerned Department Head

* 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

STEWARDING STORE REQUISITIONS PROCEDURE

Service / Kitchen / Banquet 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 CompleteForm under Columns: Issued, Unit Price & Amount

Sign Form under Issued by: __________

Count and Verify ItemsHand Items & Form to Requesting Department

Stewarding Shift Leader

* see attached copy of form

Cost Controller

Sign Form under Received by: __________

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

Keep 3. copy (Yellow) for filing

Keep 2. Copy (Red) on File

Send 1. Copy (White) to Cost Control

Update Store Bim Card(s)

Update Monthly Inventory Sheets Information by compiling all transfer forms information

Receive Copy of Form

Process on Expense Allocation

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

HANDLING GUEST INQUIRY PROCEDURE

Restaurant - Lounge - BanquetSupervisor - GRO - Waiter/waitress

Receive inquiry from guest

Booking of banquet party

Repeat guest inquiry

Searching for business center

Repeat guest inquiry

Searching for office tower entrance

Repeat guest inquiry

Say: "The Office tower entrance is at the back of the business center, let me show you the way!"

Say: "I will contact the cateringdepartment. Please wait a moment!"

Say: "The Business Center is on the first floor, let me show you the way!"

Call Catering sales and ask sales to meet with guest

Inquire how many minutes it will take for sales staff to meet with guest

Escort guest to the business center Escort guest to elevators

Connect guest with business center clerk Ask: "Which floor please!"

While waiting, ask guest to have a seatSay: "My colleague will help you for any further matters!" Call elevator for guest

Say: "Catering sales will be here in 5 minutes, please have a seat first!"

Connect Catering sales with guest

Say: "This is Mary, the Catering co-ordinator. She will help you. Good bye, Sir!"

Bid farewell: "Good bye, Madame!" Let guest enter elevator

Return to own working area Push requested floor number

Say: "Good bye, Madame!"

Return to own working area

Remarks:

Code: R 017

* For any guest inquiry, do fulfill it right away and always help / escort guest to find the solution.* For matters you can not solve by yourself, ask your superior to help.

CHILDREN SERVICE PROCEDURE

Restaurant GRO / Supervisor Waiter / Waitress

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

Repeat Number of Guests and Ask Further: "You Prefer Smoking or Non-Smoking?"

Say:" This way please!"

Ask: "How about this table?"

Offer a Baby Chair for smaller children: "I willbring one baby chair, please wait a moment!"

Help Seating Child 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

Remove all Standard Table Ware and Replace with Children Flat ware

Prepare Drink as per POS Print-out

Use Safety (Acrylic) Drink Ware for Children Drinks

Prepare Cocktail Decoration and a Straw

Serve Children Always First - Before Adults

Serve Ketchup with Fried Dishes

After Meal, offer Parents to Guide Children to play at Kids Playground

Upon Departure / Settlement of Bill, Present one Small Gift to Each Child

Remarks: * Always pay special attention to children, as they are often the decision maker for dining venues.* Always guarantee the safety and well-being of children.* Utilize drink, flat and food ware as per standard.

Prepare Food as per POS Print-out

Don't Overheat Children Plate

Bartender Kitchen Cook / Chef de Partie

Provide guest with achoice of at leasttwo tables

Code: R 018

BOTTLED WINE ORDERS & DISTRIBUTION - PROCEDURE

Service Time

(in minutes)

00:00 Take bottle of wine/champagne order

Preparation Time

(in minutes)

Restaurant - Lounge Waiter/Waitress Bar Manager / Supervisor

01:00 Post order into POS

Inform bar manager / supervisor for delivery

Receive POS print-out 00:00

01:30 Receive call from restaurant 00:30

Prepare bottle of wine

Prepare bar transfer form

05:00 Receive bottle

Sign bar transfer form

Deliver bottle to requesting section

Return to bar with signed transfer from

01:30

02:00

04:00

05:20

06:00 Present and serve bottle to guestsKeep transfer form for daily inventory and replacement requisition

Keep POS Print-out for Control Purpose

Remark: * All bottled wines are under supervision and control of beverage department.* All orders must be recorded on Bar Transfer Form.

Code: R 019

HANDLING GUEST COMPLAINTS

Restaurant Waiter / Waitress (In charge of guest's table)

At least once per meal-period inquire guest’s satisfaction

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

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 Supervisor or Restaurant Manager

* Standard

For minor cases For serious cases

Inform Restaurant Duty Supervisor / Receive information regarding guest complaint

Without delay, contact with concerning (unhappy) guest

Take appropriateaction/decision and compensate guest

Calm guest by saying: “ Mr. Wong, you are right, I am really sorry. Can I offer this dish for free tonight?"

If guest agrees, say: "May I also offer a free cup of tea, coffee or some fruits, please!"

Say: "Good evening, Mr. (if name known), my name is Johnny, I am the manager. How can I help you?"

Offer business card to guest

Listen to guest complaint

Respond: "You are absolutely right, I am really sorryabout that. May I offer you another dish/drink, please?"

If guest disagrees, say calmly: "I am really sorry, we didnot do a good job, could I do something to compensate our error?"

"As a token of apology, may I please offer you tonight's dinner for free?"

Final closure of complaint: "Thank you, Mr. Wong, sorryagain, let me solve this problem right away so it will not happen again!"

Inquire actual reason and take actions to avoid future complaints

Share all complaints at daily department head meeting

If guest agrees, say: Thank you!"

Void the captioned item/amount (dish) within the set policy & guideline

Arrange complimentary coffee, tea or fruits

Report complaint in Guest Comments Log book

Remark: * In principle always work and perform proactively and anticipate guest needs. * Pro-active handling and attention to details will in many cases avoid the trouble-some impact of handling guest complaints. * All sections to provide a guest feedback log book available at the hostess desk.

Handling Guest Complaint Priority: 1. Calm Guest2. Resolve the situation and/or compensate guest3. Inquire actual reasons of complaint4. Take actions to avoid future complaints

Code: R 037

HANDLING OF CORKED / BAD WINES PROCEDURE

Restaurant - Lounge-Banquet Waiter/Waitress

Tasting of wine / champagne by host

Host / Guest disapproves the wine due to cork or bad taste

Say: "Excuse me Sir, let me call my manager (or supervisor) to help you!"

Inform manager or supervisor Receive information

Approach guest table

Say: "Good evening, Mr. Wong (ifname 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?"

Arrange new glass

Taste the wine

After tasting and confirmation of bad taste, say: "You are right, Sir, thiswine has a cork taste. May I change it to a new bottle?"

"Please wait a few minutes!"

Receive bad bottle of wine

(Immediately) Pick-up a new bottle of wine

Receive new bottle and glasses

Change guest glasses

Give new bottle and one fresh glass to waiter/waitress

Complete Spoilage Report

Store spoiled wine(s) atdesignated area and attach copy of spoilage report

Submit all copies ofSpoilage Reports related to spoiled wines to Bar Manager

If same type of wine is spoiled / corkedfrequently remove this type of wine from our selection

Bartender Restaurant - LoungeManager / Supervisor

Purchasing Manager

Return the bad wine to bartender

Continue Wine/Champagne service

* as per separate SOP

Once a week, every Monday

Receive all Spoilage Reports

Review Reports and sign/approve under Dep. Head

Co-ordinate with purchasing forexchange of spoiled wines with new wines

Purchasing inform suppliersto exchange bad wines with new wines (free of charge)

Proceed arrival of newwines through the beverage store room

Remark:

* Purchasing needs to coordinate with supplier to get complimentary replacement of spoiled wines/champagne.

* Designated spoiled wine storages is the Lobby Lounge Wine Cellar.Code: R 038

INTER-BAR TRANSFER PROCEDURE

Issuing Department (FROM….) All staff levels

Complete Inter Kitchen/Bar TransferForm with Department Names, Date, Category, Article Description, Quantity and Unit/Measure

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

Send 1. Copy (white) to Outlet Manager for Approval

Return Other Copies

Approve / Sign under Approved by Department Head: ___________

Forward 1. Copy (white) to Cost Control

Process Transfer Form's Information for Cost Allocation (Unit Price, Amount)

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.

Requesting Department (TO…..) All staff levels

Restaurant Manager Cost Control Clerk

Request Article/Product and Quantity

Code: R 044

POLISHING CHINA, GLASS AND FLATWARE PROCEDURE

Restaurant - Lounge - Banquet Waiter / Waitress

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

Prepare cleaned, fresh and dry linen cloth

Chinaware

Damp one cloth with hot water. Use the damp cloth to polish the chinaware

Glassware Hold the glass/stem bottom with one end of the cloth over the hot water, let the steam surround the glass

Flatware

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 theplate 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 cutleryhandle with the left hand using the cloth.

Move the chinaware clockwise to polish

After polishing, do not touch the surface with fingers

Move the glass cloth clockwise to polish

After polishing, hold glass on stem or base only, do not touch the surface anymore

Use another end of glass cloth to polishcutlery. The handle is to be polished last before putting it on the clean tray

After polishing, do not touch the surface of flatware's anymore

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 customersand is against the national hygiene standards.

Code: R 047

HOLIDAY INN CENTRAL PLAZA BEIJING SPOILAGE / WASTAGE PROCEDURE

KitchenSous Chef / Chef de Partie

Complete Spoilage & BreakageReport clearly with venue, date, description, size and quantity

Clearly indicate reason / explanation on report

Submit report(s) daily to Department Head for approval

ServiceBartender / Rest. Supervisor

Complete Spoilage & BreakageReport clearly with venue, date, description, size and quantity

Clearly indicate reason / explanation on report

Submit report(s) daily to Department Head for approval

Department HeadExecutive Chef / Manager

Cost Control Financial Controller

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

Receive Report(s)

Sign and approve

Verify content and explanation

Send report(s) to Cost Control

For larger discrepancies or frequent spoilage / waste occurrence, take necessary actions to reduce spoilage/wastage

Receive Report for Verification

Verify and Sign/Approve the Form

Forward to Financial Controller for Approval

Return 2. copy (red) And 3. copy(yellow) to concerning department head

Action on expense/cost allocation

Keep 1. copy (white) for filing

Verify, Approve and Sign

Receive copies of spoilage reports Return to Cost Control

Keep copies for filing

Remark: * 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