SSMService Standard Manual
Service Standards
Buffet Restaurant
Concept Description
1.1 Preparation of Outlet – Professional and welcoming
- Stand back and check the area through the eyes of the customer.
- Make sure all back of house equipment etc. is out of sight to the customer.
Note
- Report any defects to management
1.1.1 Check Number of Expected Customers
- Confirm numbers of expected passengers with chef.
- Chef to ensure adequate amount of fresh food in relation to volume expected.
- All crew to welcome every customer. Those they recognize should be addressed with an added “welcome back” and by using name if known.
- Check reserved tables and assign with necessary signage.
1.1.2 Ensure that the Location is Clean
- Location is immaculate and ready for service – attention to detail.
- Tables washed and sanitised. Check all seats / table bases are clean.
- Condiment areas cleaned and fully stocked.
- Bins emptied – take that extra minute to ensure bin liner is out of sight.
- Floors vacuumed and mopped (including edges). Chrome and glass clean.
- Highchairs washed, sanitised and placed in appropriate locations.
- Check window boxes, ledges and bulkheads clean and streak free.
Note
- Only use agreed cleaning resources to complete tasks in your location
References
- Refer to Outlet Cleaning Schedules for routines
1.1.3 Set the Correct Environment/Ambience
- Ensure all lights are working.
- Check temperature in area.
- Ensure background music / TVs are on – correct levels and content.
- Check digital screens are on – correct content and offers.
1.1.4 Set Up of Service Counters and Till Areas
- Welcome desks and till areas tidy, clutter free and organised with necessary till rolls and change.
- Ensure counters behind service area tidy at all times.
- Put away all unnecessary items – like cleaning items.
- Ensure everything is well stocked and ready for service.
- Trays washed, dried and stain free.
1.1.5 Align Seats and Tables
- Seating area: chairs and tables correctly positioned.
Table Setup
- Clean surfaces, including base of chairs and table as well as edges and the immediate underside
- Correct printed material, no home made or outdated
- All printed material aligned in the same direction, centered
- Chairs centred and not pushed all the way in
1.1.6 Printed Material – including menus
- Printed material is clean and presentable.
- No ‘home made’ signage is acceptable.
- Digital screens working with appropriate content on display.
- Check all items are clearly and correctly described with labels facing the customer.
1.1.7 Table Set Up
- Table to set to standard.
References
- Refer to set for breakfast – lunch – dinner
Links
1.1.8 Clearing Station/Trolley
- Ensure this area is set up appropriately for service – fresh bag in waste bin with no evidence from previous service.
- Dirty cutlery container must be ready for use, using hot soapy water and a silver rack, which should not be over filled and taken to the galley to empty/change when necessary.
- Where trolley is required, ensure that it is of a professional front of house restaurant standard.
- Remember – clearing stations and trolleys may be visible to the customers and within ear shot. Make sure they are maintained throughout service and noise is kept to a minimum (whilst you are there, be aware you are always ‘on stage’).
1.2 Beverage and Condiment Stations
1.2.1 Beverage Equipment
- Each piece of equipment must be clean, fully stocked, switched on and well presented throughout the crossing.
- Hot chocolate, coffee and milk canisters filled and replenished during the crossing.
- Chocolate shaker is available and full.
- Clean surfaces
- No home made signs
- Well stocked, replenish during service if needed
- No cords or pipes visible
- Glass rack
- Juice
- Soft drinks
- Beer and wine
1.2.2 Condiment Station
- Ensure the station and storage cupboards are fully stocked and arranged neatly.
- Check level/date of sauce dispensers and ensure holders are cleaned and sanitised.
- Sachets filled, label facing upwards and neatly arranged.
Condiments Station
- Clean surfaces
- No home made signs
- Well stocked, replenish during service if needed
- Ketchup, mustard and mayonnaise
- Additional souces
- Salt and pepper
1.2.3 Cutlery and Glassware
- Ensure sufficient stock of cutlery and crockery – use designated equipment for stacking.
- Ensure immaculately clean, polished and perfectly presented.
1.3 Display Areas – Buffet Spread / Presentation
- Food quality is paramount – ensure the quality and presentation is constantly maintained throughout the service.
- Step back and take a look at the displays from a customer’s perspective – does the product look fresh and appealing?
- Ensure cling film is removed completely from all dishes before service.
Note
- Check location is set up ready for the next service breakfast – lunch – dinner
Links
Hot And Cold Setup
- Fill the buffet as close to opening time as possible to ensure maximum freshness (specified in the standards)
- Always use fresh presentation trays when filling the buffet (never use equipment that have been used in the cooking process)
- Ensure all trays/dishes are full and fresh looking
- Place all the items that belong together in clusters
- Never place sauce or dishes that can drip into other dishes behind.
- Replace and refill the dishes when 1/3 left
- Always ensure the food presented is in line with specification
- Ensure all lables are correct for the outlet clean, no rips, and facing the customer next to the dish. No home made signs
- Prawns, salmon, herring with accompanying sauces next to them. Make sure the fresh prawns-stack look big. Include accompanying bread in the line.
- Salads with accompanying dressings next to them. Include accompanying bread in the line.
- Cold meats with accompaniments. Include accompanying bread in the line.
- Hot meat, fish and vegetables with accompaniments.
- Desserts displayed in glasses preferably after, but away from the hot food.
1.3.1 Set Up of Cold and Dry Service Areas
- All perishable food items must be ready 10 minutes before opening, but not put out earlier than 30 minutes before opening.
- Start with the cold first and then finish with the hot selection.
- Ensure the appropriate quantity of food is on display.
- Products are displayed in line with display principles.
- Ensure the food offered is from the agreed assortment. Any last minute changes MUST only be made from the central assortment with provided specification and allergen information, along with accompanying labels for display. These changes MUST be communicated to all.
- Ensure the food is prepared according to specifications.
Note
- Record any products that are past the “use by” and “best before date”
Links
1.3.2 Set Up of Hot Servery Areas
- Temperature checks must be completed on all hot items in line with our company procedures. All crew must remain vigilant in regards to the temperatures of items in this area before and during service.
- Transport all hot food to counter area using the designated heated trollies/cabinets.
- Hot food should be placed on the buffet last – no later than 10 minutes before and no sooner than 30 minutes before opening time, with the plastic or foil removed.
- Dishes to be garnished in line with specifications.
- Ensure the correct utensil is used for the dish being served and that they are clean and that the handles are not touching the food. Utensils should be changed frequently.
Note
- Record all temperature checks as per routines for the area and report any discrepancy
References
- Refer to Food Safety Manual / Egon Kontroll
Links
1.3.3 Visual Merchandising
- All products should be displayed according to display principles.
- Food display must be fully stocked with relevant labels front facing towards customers.
- No ‘home made’ labels or signage are acceptable (including chalkboards).
1.3.4 Checking the Chilled Units and Fridges
- Temperature checks must be completed on all cold items in line with our company procedures. All crew must remain vigilant in regards to the temperatures of items in this area before and during service.
- All ice is to be placed on correct drainage equipment and the water outflow is to be checked for any potential blockage. No food items should be sitting in melted ice water and ice is to be maintained throughout service for presentation.
Note
- Record all temperature checks as per routines for the area and report any discrepancy
References
- Refer to Food Safety Manual / Egon Kontroll
1.4 Personal Presentation and Preparation
1.4.1 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 correctly 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.
1.4.2 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.
