STANDARD OPERATING PROCEDURE

FOOD & BEVERAGE TASK #:

1.03

DEPARTMENT : Kitchen TASK: Objectives of standards

JOB TITLE: All Kitchen Staff EQUIPMENT NEEDED:

WHAT TO DO HOW TO DO IT WHY

. Definition: Standards To ensure:

To understand and learn
the Something set up and established as a rule or Consistency

Basics of rules and hotel Model for the measure of quality or value. Quality control

Business standards. Management tool

The guest comes first Training tool

To clarify standards in the

Everyday operation. Consider guest expectations. For every 100 guest who
complain, 26 others are
silent.

To understand action Do things right the first time!!!! We hear only from 1 out of
plans. 27.

Recognize the needs of the guest.

To establish consistently Those who complain, 91%
will
The best service possible.
Communicate our vision. Never return if nothing is
done.

To control and manage our

Keep up communication between your
Capital and human Every customer who has a
resources Supervisor and subordinates.
Complaint will tell 8-16
others.

Follow rules and regulations of HI at all times.

82% – 95% of complaining

Remember to be the best and not part of the rest! customers will return, if

something is done to
resolve it.
Train and exercise your tasks and ask for
Help if necessary to improve at all times.

It costs 5 times more to

attract

A new customer than to

keep

An existing one.