SSMService Standard Manual
Service Standards

À La Carte Restaurant

Concept Description

What customers can expect

Passengers can enjoy a premium experience with friendly and attentive crew who always bring a personal touch. All food and beverages are prepared fresh onboard. The menu offers easily recognizable favourites, with seasonal variations and current food trends. For the customer that likes to be organized in advance, a set menu is available for pre-booking. There is also a selection of wines and other beverages, including a suggested wine package to purchase with the set menu.

Our service style

Customers are served at their tables by our knowledgeable and friendly crew. Food and beverages are ordered and served in a timely manner. Aperitifs and cocktails will be suggested, as well as recommended food and wine combinations.

The offer

The menu changes four times a year to reflect the seasons. Our selection of classic and modern starters, main courses and desserts are all prepared to order. The option of plantbased dishes will always be available in line with our sustainability commitment. The beverage offer includes sparkling and still wines, along with cocktails, continental beers and soft drinks.

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Resources

Display Principles

Printed Material

Pictures

Before service
In service
After service

1.1 Preparation of Outlet - Professional and welcoming

  • Stand back and check the area through the eyes of the customer.

Note

  • Report any defects to management

1.1.1 Check Numbers of Expected Customers

  • Confirm numbers of expected customers and look for loyal customers.
  • Be prepared to welcome loyal customers by name, providing attentive service to any specific dining preference they usually enjoy

1.1.2 Reserved Tables and Orders

  • Identify those tables that have been reserved. Ensure a window table is provided, if it has been prebooked.
  • Always use the name of a customer when known.
  • Place the appropriate ‘reserved’ sign on table.

Links

Go to Printed Material - Á La Carte Restaurant

1.1.3 Ensure that the Location is Clean

  • Location is immaculate and ready for service – attention to detail.
  • Tables washed and sanitised. Check all seats and seats / table bases are clean.
  • Service areas cleaned and fully stocked.
  • Floors vacuumed and mopped, including edges. Chrome and glass cleaned.
  • Check window boxes, ledges and bulkheads are clean and streak free.
  • Highchairs washed, sanitised and placed in appropriate locations.

Note

  • Only use agreed cleaning resources to complete tasks in your location

References

  • Refer to Outlet Cleaning Schedules for routines

1.1.4 Set the Correct Environment/Ambience

  • Ensure all lights are working.
  • Check temperature in area.
  • Ensure background music at correct level.
  • Ensure the scent in the area is fresh and pleasant.

1.1.5 Sales Preparation

  • Know the menu items to suggest/promote to the customers (based on highest margin/shelf life).
  • Familiarise yourself with the unique selling point of the dish.

Note

  • Discuss with galley/supervisor

1.1.6 Menus and Printed Materials

  • Menus stocked and available.
  • Clipboards must be immaculate and presentable.
  • No local variations or alterations to be made to the menu.

1.1.7 Table Set Up

  • Table set to standard.

Links

Go to Display Principles - Á La Carte Restaurant

Table Setup

  • Clean surfaces, including base of chairs and table as well as edges and the immediate underside
  • Chairs centred and not pushed all the way in
  • Napkin folded to standard
  • Centerpiece always fresh/in working order
Show Display Principle

1.1.8 Till Area Set Up

  • Must be clutter free and ready for operation (including spare till rolls).
  • Waiters’ order pads and pens available.
  • Put away all unnecessary items, like cleaning items.

1.1.9 Cutlery and Glass Preparation

  • Ensure all equipment is in perfect condition – free of scratches, dishwasher stains and chips.
  • Glasses and cutlery are to be clean and polished. Additional quantities of steak and fish knives available.

1.1.10 Set Up of Waiter Station – gueridon table

  • Ensure enough backup of silver and glassware, which is clean, polished and ready for use during service.
  • Trays available – thoroughly cleaned.
  • Additional salt and pepper shakers, as well as vinegar and olive oil sets (cleaned and filled).
  • Additional napkins and wine openers.

1.1.11 Set Up of Wine Fridges

  • Check that wine fridges are all in working order and at the correct temperature.
  • All wines listed on wine list stocked in correct amount and placed in correct temperature zones.
  • All bottles secured to avoid rolling or moving during the sea voyage.

References

  • Refer to Wine Producer and Supplier Guidelines

1.1.12 Ensure Positive First Impressions Created

  • Ensure entrance is welcoming – stand back and look from customer’s view.
  • Crew must wear the designated uniform correctly.
  • If menu boards are visible at entrance – ensure any lighting is on, they are accurate for the time of day and look professional – no ‘hand made’ alternatives.

Links

Go to Uniform Guidelines

1.2 Personal Presentation and Preparation

1.2.1 Uniform Standards

  • Ensure you are complying with Stena Line’s Personal Presentation guidelines. Remember, your uniform is a mark of professionalism and attitude – so wear it with pride.
  • Conduct yourself in a friendly and professional manner at all times, remembering you are always ON STAGE when in view of the customer in your uniform.

Links

Go to Uniform Guidelines

1.2.2 Product and Allergen Knowledge

  • Ensure we are knowledgeable in regards to the menu, to all specials, promotions and allergens.
  • Food Hygiene practices must be adhered to at all times.

References

  • Refer to Food Safety Manual / Egon Kontroll

Links

Go to Allergen Information

1.2.3 Standards of Service Behaviour

  • The À La Carte concept requires the highest level of service delivery, with a consistent focus on the needs of the customer at all times, interaction, positive attitude and with high levels of energy and communication.
  • Ensure your service delivery meets these standards at all times.