Name:

Position:

Date Joined:

Outlet Attached:

ROV: January 2014

Service Training Checklist (BOT / BMOT)

Training Module

Date of
Training

Trainer's
Name

Signed by
Trainee

Evaluator

Training Module

Date of
Training

Trainer's
Name

Signed by
Trainee

Evaluator

Training Module

1. Table Clearing

2. Order Serving

3. Order Taking

Table Setting / Condiment Setting

Tray Handling

Taking of Drinks orders

Counter / Station Setting

Serving colour plate items

What to do when customers request

manual order

Colour Plate Clearing & Record

Serving a-la carte items and record in

bill chit

How to do take away orders

Clearing Soiled Dishes

Serving of Drinks, Alcohol & Dessert

How to clear a table

How to serve sukiyaki dishes

Log Out Interactive Menu

The correct cutlery and crockery serving

How to order promotional items

Washing & Folding of Table cloth

How to serve food to kids: safety

precautions

How to add message of special request

when place order

Where to get refill for condiments &

saucer, tissue etc

When to take sharing bowls?

How to order RM1 hot deal item

Handling Customer's pending orders

Manual Order when Interactive menu is

down

4. Billing

Ask Feedback about the Food

5. Menu Knowledge & Description

Counting of plates and reconfirm

Customers' Orders and wet towel
Inform customer proceed to cashier and
thank you

What to do when customers have

special request
What to do when customers request
cancel order

Split Bill / Combine Bill

How to pack away uneaten food

Use Interactive Menu to order from

Customer table
Use Interactive Menu to order from Side
Station

Sashimi
Chinmi & Carpaccio
Nigiri Sushi

6. Promotion Knowledge

Gunkan Sushi & Inari Sushi

Promotion Knowledge

Makimono

Promotion Combination Rules

Temaki

8. Bar Station

7. Sakae Card application & benefit knowledge

Salad

Prepare Ice Genmai Tea

Sakae Card benefits

Kiddy Sushi & Party Set

Familiar all drinks & dessert process

steps
Opening & Mid duties - Prepare & top
up all ingredients & crockery
Closing duties- drinks and dessert stock
count

Theory of New application / renewal /

replacement

Agemono & Tempura

Check member card details

Yakimono & Pizza

Sakae Card Incident report

Ramen

9. Daily Opening and Off Peak Duties

10. Daily Closing Duties

Udon & Soba

Clean and Set Up dining tables / chairs

On Service

Ojyu

Top Up Shoyu / Ginger

General

Kamameshi

Prepare Wasabi

Drinks & dessert stock count / Sweep

mop floor

Sukiyaki, Soup & Chawanmushi

Set Up All Side Stations

Shoyu/Ginger/Wasabi/Wash trays

Teishoku & Kid's Meal

Set Up Host Stations

Top up chopstick / toothpick / tissue &

Wipe the conveyor belt

Drinks & Dessert

Teppan

Date of
Training

Trainer's
Name

Signed by
Trainee

Evaluator

Name:

Position:

Date Joined:

Outlet Attached:

ROV: January 2014

Service Training Checklist (BOT / BMOT)

Training Module

Date of
Training

Trainer's
Name

Signed by
Trainee

Evaluator

Training Module

Date of
Training

Trainer's
Name

Signed by
Trainee

Evaluator

Training Module

Date of
Training

12. Hosting

13. Outlet Opening - Management Duties

Host Duty - Welcoming our Customers

Cashier Opening

Greeting & Acknowledgment

Security and cash handling policy

Search / Print previous receipt

Queue Management and Coordination

Submission of Sales Bank In Slip

Table Transfer & Combine bill

Last Order

Set Up Cashier counter

11. Cashiering
Cashier payment procedure - Avoiding
error transaction
Payment process (Cash / Credit Card /
SDOL / Voucher)

Split bill & Discount bill

Redemption of birthday bonus
Card application / renewal /
replacement transaction
RM1 OFFLINE voucher & OFFSAKAE
points
Bill adjustment procedure (Cash / Credit
Card)
Print transaction report from credit card
machine
Cash out petty/medical claim from daily
cash sales

Floor plan enhancement

14. Outlet Off Peak - Management Duties

Check out of stock items and update IM

Changing shift procedure

Test printer path & hot water tap

Check afternoon side duties

Check opening side duties / Outlet

Cleanliness
Update whiteboard with sales
performance
Write comm book and morning briefing

Abstract sales report from POS

15. Outlet Closing - Management Duties

16. Additional Customer Service

Excess / Shortage / Tips Handling

Cashier Closing

Add On Items

Requisition of credit card paper roll

Security and cash handling policy

Common Customer Service Problems

E-Payment

Safe Float log book intro

Reservation

Daily Sales Report (DSR)

Answering Telephone Calls

17. Stock Receiving (Quality Check)

Sales tracking record

Service recovery

Stock Receiving Procedure

Summision of sales performance report

to Finance & area manager

18. Web Ordering (Stock Ordering / Stock Take)

Stock Return Procedure

Check closing side duties

Create Good Receive Notes (GRN)

Stock Receiving Issues Sharing

Check Outlet Cleanliness

19. Scheduling (Labour Cost Control)

Turn off outlet equipment

(Except chiller & freezer)

Weekly Shedule planning / Labour Cost

control
New Staffs training program
(BOT / BMOT)

Arm outlet alarm system

Create / Receive Stock Transfer Notes

(STN)
Stock Ordering - Items to be ordered
weekly / monthly
Stock Take - Items to be counted &
UOM
Stock take Export & Import data
procedure
Food Cost Calculation Formula

Trainer's
Name

Signed by
Trainee

Evaluator

Name:

Position:

Date Joined:

Outlet Attached:

ROV: January 2014

Service Training Checklist (BOT / BMOT)

Training Module

Date of
Training

Trainer's
Name

Signed by
Trainee

Evaluator

Training Module

Date of
Training

Trainer's
Name

Signed by
Trainee

Evaluator

Training Module

20. IT Workflow

21. HR Workflow

22. Account Workflow

System alteration form

Payroll

Petty & Medical claim submission

Report IT issues workflow - Ticketing

system

User Account requisition procedure

Requsition of Vouchers Procedure

IT equipment submission / Ipad cable

forecast

Staff transferred procedure

Fit Assets Movement / Disposable

Handling kitchen printer with spare unit

printer

New employees application form

New employees Employment letter

23. Purchasing Workflow

HANDLING IPAD / IM RELATED ISSUES

Resigned staff - Resignation letter &

checklist

Update authorise signatory for good

receive & web orderer

Fixed Ipad IP Address

Incident report - Staff dicipline issue

Requisition of uniforms & name Tag

Ipad Advertisement InteractAds

Hostel occupant list update

Requisition of Chef hub items

Update Promotional Items in Ipad / IM

24. Maintenance Workflow

25. Central Kitchen Workflow

IM Screensaver Update

PROCESS MAINTENANCE WORKFLOW

Requisition of Warehouse items

Procedure

Sakae Desktop Menu Replacement

Freezer & Chiller

Requisition of Gashapon capsule

IM Page Update

Hot water boiler

Ipad Menu Installation

Dishwasher Machine

26. Admin Workflow

HANDLING IRS POS RELATED ISSUES

Plumber

Requisition of stationary & form

Cashier Video Upload

Electrical

Pest Control / Floor Mat / Fire

extinguisher Service Note

Copy Menu design from HQ

Grease Trap Service

Courier Service

irsLink_Client connection
System backup - remote

Date of
Training

Trainer's
Name

Signed by
Trainee

Evaluator