Capricourt Restaurant Handbook
CONCEPT
A long-time favourite destination in Muscat for authentic Italian cuisine, Capri Court offers contemporary and authentic flavours from the “Bel Paese,” brought to life through innovative cooking techniques .
GENERAL INFORMATION
➢ Young, enthusiastic, and energetic type of service ➢ The seating will be divided into two: inside and terrace dining ➢ Total seating capacity: Inside Dining = 59 seats and Terrace Dining = 82 ➢ Dress code: Resort Casual (Swim wear not allowed) ➢ No smoking allowed ➢ Operating hours: Dinner only 7.00pm - 11.00pm ➢ Last Food Order: 10.30pm ➢ Prior reservation is essential ➢ Ala Carte menu ➢ Closed Sunday & Monday (subject for Management changes) ➢ Location: Al Bandar Hotel, Groundfloors
GROOMING STANDARD:
It is important that we project the best image of our self when in front of our guest, proper grooming, hygiene and professional appearance are important to gain respect in the workplace. We represent the Shangri-la brand where it is expected that we adhere to our company Grooming standards. Click this link Grooming standard
ROLES & 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 ➢ 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
➢ Your primary duty is to greet, welcome and seat all guests in your Outlet. Highlight VVIP, VIP, HWC or guest with special dietary requirements ➢ Take reservations and plan seating assignments.
Service Leader/Captain:
➢ Make sure that the guest is greeted and served promptly. ➢ 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 to our guest. 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 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 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
Carrying “back to basi cs ” ➢
At the guest table “Back to basi cs ” at the guest table ➢ Women are usually served first. ➢
If it is an honorary dinner, the guest of honor is served first. ➢ Otherwise, age and status of the guest determine the sequence, with older or more distinguished guests served first. ➢ The host is always served after his or her guests. ➢ When children are present at the table, serve them as quickly as possible to maintain peace
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 basi cs ”
➢ 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 1ST DRINK) BEFORE THE NEXT ONE IS SERVED
Safety at work “back to basic s ”
➢ 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 ➢ Ensure that workflow is organized e.g. all items ready and prepared like plates, cutleries, ball pen etc. ➢ 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 ➢ If colleagues have some COVID symptoms, must informed immediately to the Manager and seek medical advice
TELEPHONE ETTIQUETTE & RESERVATION
➢ The telephone answered within 3 rings or 10 seconds with an appropriate greeting. e.g. Good Evening, Capricourt 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
➢ 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 Ch inese 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.
LQA standards : Restaurant
S/N
Descriptions
1 Was the guest greeted and seated at a fully laid table within one minute of their arrival and if the restaurant was full, was the guest advised how long it would be and was this timeframe adhered to? 2 If the guest was kept waiting did the employee acknowledge this and apologize for the delay? 3 Did the employee offer seating assistance and remove covers if necessary? 4 Did the employee present the menu/wine list within 5 minutes of being seated? 5 Where restaurant lighting was dimmed, was alternative lighting source provided for the menu (e.g. menu light) and were reading glasses available on request? 6 In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered in cool conditions? 7 Did an employee greet the guest within 1 minute of seating and offer a pre-meal drink? 8 Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.), set priced menus and/or any items that were not available? 9 Did the waiter automatically suggest water and ascertain the guest's preference (i.e. still/sparkling/filtered)? 10 Was the food and beverage order taken within 10 minutes of menu being offered? 11 Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable? 12 Did the employee accommodate any reasonable off menu requests? 13 Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)? 14 Did the waiter automatically suggest a starter and side orders (if applicable) for each guest? 15 Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served? 16 Did the employee/sommelier have good product knowledge with regard to the wines/beverages and did he/she recommend a suitable wine to accompany the meal? 17 Was the correct drinks order served within 4 minutes of order (7 minutes for cocktails) unless advised of a delay? 18 Were drinks served and cleared using a tray? 19 Was the starter served within 15 minutes of order or previous course (e.g. amuse bouche), unless the employee advised of an expected delay due to preparation times? 20 Was the main course served within 20 minutes of starter/previous course (e.g. amuse bouche) being removed or within 30 minutes if no starter was ordered, unless the employee informed the agent of an expected delay? 21 Were all plated items served with as little disruption to the guest as possible? 22 Was the correct order served to each guest without any prompting required? 23 Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)? 24 Did the waiter automatically offer an additional bottle of wine/water upon completion of the first? 25 Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal? 26 Did the waiter remove side plate, side knife, butter and cruets and then crumb down the table on completion of the main course in the case of a formal restaurant? 27 Did the waiter automatically offer desserts, either verbally or by presenting the menu? 28 Was the dessert served within 10 minutes of the order being taken unless the employee informed the guest of an expected delay? 29 Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.) or equivalent if specialty cuisine (i.e. green tea)? 30 Was the coffee/tea served within 5 minutes of order and was it accompanied by a sweet (e.g. cookie, petit four, etc.)? 31 Was milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea (n/a for green tea/herbal teas)? 32 In the case of a formal restaurant, did the waiter suggest dessert wine and/or post-meal drinks? 33 Did an employee visit the table to ascertain at any point if service was satisfactory?
34 Was the bill clearly itemized and correct and was it promptly presented during the meal or within 3 minutes of request? 35 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? 36 Did the waiter present the wine to the guest and open the bottle at the table (n/a for Enomatic wine system by the glass)? 37 Did the waiter pour a small amount of wine for the guest to sample and upon confirmation that it was satisfactory, fill the glass accordingly (n/a for Enomatic wine system by the glass)? 38 Was red wine served at room/appropriate temperature and white/rosé wine chilled? 39 Did the waiter top up the glass as required? 40 Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned, bottled or mixed drinks (not applicable to cocktails)? 41 Did the waiter offer an additional beverage within 2 minutes of drink being empty? 42 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? 43 Was the employee's speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? 44 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? 45 Did the employee use the guest's name naturally and discreetly without overusing it? 46 Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other hotel facilities or immediately offer to find out the information required? 47 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? 48 Did the employee adapt to a changing situation and/or guest's need? 49 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? 50 Did an employee personalize the interaction in any way and engage the guest as an individual? 51 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? 52 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? 53 Did employees maintain alert postures and respect the guest's presence when interacting with each other? 54 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? 55 Was the menu/wine list clean, in good repair, grammatically correct and easy to read? 56 Was there a minimum of one starter and one main course vegan option listed on the menu? 57 If special dietary requirements were provided at any point during stay, were they automatically acknowledged? 58 Was the food presented in an appealing manner and did it directly resemble its description from the menu? 59 Was the food fresh and of good flavor? 60 Was the texture of the food appropriate? 61 Was the food cooked as requested and served at the correct temperature? 62 Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed? 63 Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)? 64 Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)? 65 Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)? 66 Were the correct cutlery, crockery and glassware provided and were they clean and in good repair? 67 Was the butter fresh and well presented (i.e. no blister packs but premium wrapped butters acceptable)?
PROBLEM HANDLING & RESOLUTION:
It is important that our colleague is well equipped in terms of knowledge and skills when handling guest complain. Each colleague must understand the Shangri-la approach and implement the guidelines. Our response to each guest complains is very critical and it will determine our skill in terms of customer service.
This handbook is created to guide F & B service colleagues to have quick guide understanding their operation. The reference of this handbook are taken from The Art of Barr Al Jissah book, LQA & Shangri-La Experience.. The terms and procedures could change from time and must be update accordingly.
Thank You
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