Department: Position: Module 5

Insert hotel
logo
Room Service All Task 5.54

Standard Operating Procedures Manual

MODULE: 5 Room Service SUPPORT MATERIALS

 Reference LQE, Richey, Coyle, Synovate,
Gap
TASK: 5.54 Mocktail knowledge  Any session support materials required or
instructions to trainers

ATTENTION Prepare colleagues for the training

What How to present, make and serve mocktail according to the MOHG standards.

Interest Do you know what mocktail is? Mocktail is a non alcoholic mixed beverage.

Need This will develop your professional skills and will help you identify the different type of non alcohol served in the F&B outlets and their
specifications

First Issued: 22/10/2008 CONFIDENTIAL Page 1 of 4

Revised: DN/PB/LV © 2008 Mandarin Oriental Hotel Group
 Department: Position: Module 5
Insert hotel
logo
Room Service All Task 5.54

BREAKDOWN Demonstrate and explain the steps and standards, allowing the trainee to practice at intervals
PROCEDURE STEPS QUESTIONS STANDARDS KEY

1. Inform the mocktail menu. When should you inform the mocktail  The mocktail menu should be informed to the
menu? guest when the guest asking for non alcohol
beverage. We will be able to discuss
characteristics of drinks offered.

2. We will be able to discuss Why do will you able to discuss  For guest to verify his/her choice.
characteristics of drinks offered. characteristics of drinks offered?

3. Mocktail knowledge
What should you know about mocktail?
 Mocktail is non alcoholic mixed beverage.
Mocktails are often consumed by people
wishing to enjoy flavorful drinks without
alcohol, recovering alcoholics, people whose
religion restricts alcohol consumption,
designated drivers, or children. Now which
mocktails we serve. E.g.:

1. Banana Delight : banana, pineapple juice &

coconut
2. Nada colada : Coconut cream, Pineapple
Juice & Lime Juice
3. Ginger Mary : Tomato, Ginger, Celery
4. Chill Limau : Lime juice, honey, Ginger
5. Mango Fitness : Mango, banana, coconut,
mint leaves
6. Mangga Ceria : Lychee, Strawberry, mango
juice

First Issued: 22/10/2008 CONFIDENTIAL Page 2 of 4

Revised: DN/PB/LV © 2008 Mandarin Oriental Hotel Group
 Department: Position: Module 5
Insert hotel
logo
Room Service All Task 5.54

7. Pinoba : Pineapple, Orange, banana

CHECK Test recall and understanding of the task and the standards
What is mocktail?

Question
When should you ask the guest if he/she wishes to have a mocktail?
Question

Trainee Practices Give trainee a scenario. Take the role of the guest and ask the trainee to practice. Give feedback on the practice on what went well and
Entire Task what could be improved.

First Issued: 22/10/2008 CONFIDENTIAL Page 3 of 4

Revised: DN/PB/LV © 2008 Mandarin Oriental Hotel Group
 Department: Position: Module 5
Insert hotel
logo
Room Service All Task 5.54

TASK 5.8 Liqueur and cognac knowledge

STEP: 01 STEP: 02 STEP: 03

Insert Photo or Diagram Insert Photo or Diagram Insert Photo or Diagram

First Issued: 22/10/2008 CONFIDENTIAL Page 4 of 4

Revised: DN/PB/LV © 2008 Mandarin Oriental Hotel Group