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Sultanh Handbook
Concept of the Restaurant: Inspired by the renowned Omani cruise liner, Sultanah reveals an original nautical design based on Oman’s most famous ship. Experience a Mediterranean inspired culinary journey with a variety of signature dishes featuring flavors from the region and crafted with locally sourced ingredients. This impeccable venue is highly regarded for the chef's bold, creative, contemporary cooking, as well for its extensive award-winning wine list.
Basic Information
➢ Cuisine: Fine Dining (International Cuisine) ➢ Seating Capacity- (Indoor 66/Outdoor 62) ➢ PDR: 8 ➢ Dress Code- Smart Elegant ➢ Breakfast is served from 7:00am to 10:30am ➢ Afternoon Tea: 3:30pm – 4:30pm ➢ Pre-Dinner Drinks: 6:00pm – 7:00pm ➢ Dinner: is served from 7:00pm to 10:30pm (Last Food Order 10:00pm)
Grooming Standards ➢ Grooming is the method of making yourself look good and clean. It is to make yourself tidy and pleasant, and their appearance. Our looks are a sign of who we are. Our grooming should build a professional workplace picture, and we must be attentive to our appearance and location. Grooming is a blend of style and discipline. It is to project to our esteemed customers an image of the culture and ethics of the organization that is our guests
➢ All colleagues must adhere to Shangri-la grooming standards, and not deviate.
Roles and Responsibility: Outlet Manager or Asst. Outlet Manager : (Before every meal period and frequently when guests are present):
➢ Look at each employee’s uniform to make sure there isn’t a stain and that they look crisp and professional ➢ Make sure the temperature is comfortable – based on your own impression, the temperature setting and the behavior of the guests (are they bundling up in sweaters?) Makes sure the music is at the right volume and the sound quality is good ➢ If the restaurant features windows and views, makes sure the windows are clean and that the shades are adjusted properly for the time of day ➢ Walk through all the tables and make sure everything on the tabletop is immaculately clean and in good condition ➢ Make sure all the floors are clean and free of debris ➢ Look around the walls and ceiling to make sure there are no burned-out light bulbs or damage or stain ➢ If the restaurant features flowers or other décor items, make sure they are clean and healthy looking ➢ Make sure the workstations are well organized and very clean, especially if a guest can see any part of it tidy – cleared of dirty dishes, extra supplies and absolutely no trash or dirty linens ➢ Look at the buffet presentations and make sure the tables and displays are clean, and that there are plenty of plates and serving utensils ➢ Visit or speak to every guest at some point during their meal, either by visiting their table or by greeting them near the buffet – not just during arrival and departure ➢ Responsible for the operation, management and overall performance of the Food and Beverage operations. E.g., colleagues, customer services and product quality ➢ Delegation of duties and responsibilities to his assistants is necessary to ensure the proper functioning of all phases of F&B service in the areas under his control.
➢ He is to implement all standardized procedures, rules, and regulations systematically to be in line with hotel standards and policies.
Hostess:
➢ Welcome guests in a warm and friendly manner. ➢ Ascertains their dining/lodging needs seats guests and manage the seating chart. ➢ Monitors restaurant activity to determine seating and dining flow. ➢ Responds to guest inquiries and requests in a timely, friendly, and efficient manner
Service Leader/Captain:
➢ Assist the responsible to promote and ensure guest satisfaction and maintain a safe and sanitary work environment. ➢ Assist the Service Manager and his subordinates with the daily operation of the restaurant and colleagues’ supervision. ➢ Oversees activity of Service Associates and ensures maximum service is extended to the guests in his assigned station.
Service Associate/Servers:
➢ His/her primary duty is to prompt and efficient service of all Food and Beverage items available in our outlets.
Deliver the service standards and to ensure provide the best dining experience.
BACK TO BASICS:
F&B service is the essential link between the menu, beverages and other services that provide the best dining experience for our guests. It is essential that F & B service should master the basic requirements to perform its duty : Greeting our guest: 10 feet & 5 feet RULE ➢ When a guest is within a 5-foot radius, offer a genuine greeting or friendly gesture e.g., greet with smile & use guest name if know the guest
➢ When a guest is within a 10-foot radius, always acknowledge through right eye contact and smile .
Responding to our guest: ➢ Listen carefully to what the guest is saying, observe body language and clues given by the guest. Respond appropriately according to the needs or request of the guest. ➢ Never say “No”, as long it’s in line with our hotel guidelines and should make every effort to delight our guest. Product Knowledge: ➢ Regular review the hotel cue card most especially for the recent changes or happening in the hotel. ➢ Carry the updated hotel cue card at all time
➢ Competence in technical skills ➢ Well-developed social skills, and ➢ The ability to work as part of a team
Key requirements allow: ➢ The colleagues to work in a safe environment ➢ To rule out the task efficiently with less stress ➢ To show professionalism to the customer ➢ To collaborate & communicate effectively with Culinary
Personal “back to basics”: ➢ All colleagues should be always well-groomed and clean
➢ Physical & mentally prepare before the duty start ➢ Come 10 minutes earlier before the duty start ➢ Avoid talking not related to work ➢ Be pro-active, avoid standing without doing anything ➢ No smoking during operating hours ➢ No gum chewing or eating in front of the customers ➢ No use of mobile phone while on duty, if important call required needs to go back of the area ➢ Silent and discreet colleagues during the service having his personal equipment on ➢ Use an adequate language (ban slang or swear words…) ➢ Avoid collisions during the service with colleagues, “use the right side” always ➢ Look physically professional & alert Carrying “back to basics” ➢ Left hand carry and never reach the customer ➢ Right hand works and reach the customer ➢ Utensils and glasses are always carried on trays or transport plate never directly by hand ➢ If using plates or stain steel trays, cover it with a dolly paper or a napkin ➢ Always use a service cloth to carry hot plates. ➢ Containing dishes should always be placed on plates with dollies or saucers At the guest table “Back to basics” at the guest table ➢ Women are usually served first. ➢ If it is an honorary dinner, the guest of honor is served first. ➢ Otherwise, the age and status of the guest determine the sequence, with older or more distinguished guests served first. ➢ The host is always served by his or her guests Beverage service ➢ Hold glasses by the foot or stem only. ➢ Glasses are always placed to the right of the guest with the right hand. ➢ Beverages are always poured from the right side of the guest.
➢ A bottle of wine is first presented to the host. Then the bottle is opened, and a small amount is poured out for the host. After the host approves, the guests are served first and the host's glass last. When serving heavy red wines that have been decanted or are in a wine basket, hold the glass, slightly slanted, on the table with left hand and slowly pour out the wine with the right hand, so that the wine sediment is not poured to be glass. Clearing “back to basics” ➢ In elegant service never clear more than four plates at the time ➢ Don’t walk and clear plates in same time ➢ Don’t turn your back to the customer when clearing ➢ Stuck the plate properly and cross the cutlery to avoid droppings ➢ Bread plate, butter, condiments (salt, pepper…), breadcrumbs are always cleared before dessert ➢ Flowers and table decoration remain on the table until the last guest is gone ➢ Never remove the first glass (from the 1 st drink) Before the next one is served. Safety at work “back to basics ➢ Ensure to eliminate hazard e.g., water in the floor may cause slip or untangled cable that may cause trip or sharp edges that can cause injury First Aid Items are regular checked, and items not expired, nominate one colleagues to be certified First Aider so that can respond immediately for any emergency ➢ Report any damaged electrical socket to Engineering or report maintenance issues. ➢ Follow the Pre-opening & Closing checklist of the restaurant ➢ Ensure proper handover of keys to the colleagues or return it back to Security ➢ Chemicals used must be stored properly ➢ Any Lost & Found items should place in the plastic and handover to housekeeping Lost & Found in-charge
TELEPHONE ETTIQUETTE & RESERVATION
➢ The telephone answered within 3 rings or 10 seconds with an appropriate greeting. e.g., Good Evening, Sultanah restaurant, Maria speaking how may I assist you? ➢ Obtain the guest's name and use the caller's name at least once during the conversation. ➢ Obtain the number of people dining, the dining time and the telephone/room number ➢ Repeat and confirm the details ➢ End the call by offering a warm and sincere closing. ➢ Asked the guest if the reservation was for a special occasion and if the caller had any special dietary requirements
RESTAURANTS
➢ Our greeters will be attentively positioned at the entry, greeting guests immediately, not from behind podiums or counters. ➢ We will seat guests thoughtfully for maximum comfort and privacy and offer a choice of seats unless impossible; we will remain at the table until all guests are comfortably seated. ➢ We will speak with guests calmly and discreetly, not interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal. ➢ Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service.
➢ We will knowledgably and enthusiastically describe our foods and drinks, with special pride in regional specialties and signature dishes; reasonable special requests will be graciously accommodated
➢ Whenever a guest has accepted our recommendation, the colleague giving the recommendation will show sincere interest and return to ask how they enjoyed it
➢ When wine assistance is requested, we will engage by asking multiple questions to determine guest preferences, make appropriate recommendations accordingly at different price points with helpful descriptions
➢ While guests are at restaurant, our dedicated guides will proactively greet guests, and describe the dishes highlighting local specialties and house specialties
➢ We will present our checks in distinctive folders/trays that are Asian or locally inspired, not a typical folder; when guests are reviewing the check, we will step away to allow privacy. ➢ In upscale and Chinese restaurants, we will escort departing guests through the restaurant’s doors, offering gracious words of appreciation and where appropriate, the local gesture. ➢ When children and elders are present, we will give them special recognition, for example by ensuring that we pause, speak clearly to them individually to establish a rapport, where possible at child’s eye level.
➢ In resorts or when many children will be present, will be provide kid menu with a coloring paper menu.
Problem Handling & Resolution:
It is important that our colleague is well equipped in terms of knowledge and skills when handling guest complaints. Each colleague must understand the Shangri-la approach and implement the guidelines. Our response to each guest’s complaints is very critical and it will determine our skill in terms of customer service.
Customer Service Recovery
➢ Offer a Sincere Apology. ➢ Review and Understand the Complaint. ➢ Fix the Issue. ➢ Follow Up with the Client. ➢ Document the Incident. ➢ Consistently Communicate with Your Team.
Thank you
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