SSMService Standard Manual
Service Standards
Casual dining
Concept Description
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 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 and coffee service 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 cleaned.
- 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
1.1.2 Set the Correct Environment/Ambience
- Ensure all lights are working.
- Check temperature in area.
- Ensure background music / TVs are on – with correct levels and content.
- Check digital screens are on – correct content and offers.
1.1.3 Sales Preparation
- Know the items on the menu 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
1.1.4 Set Up of Service/Till Area
- Service and till area must be clutter free.
- Put away all unnecessary items – like cleaning items.
- Ensure counters behind service area tidy at all times.
- Ensure everything is well stocked and ready for service – e.g. cups, lids, crockery.
- Trays – washed, dried and stain free.
- Ensure till is operating with adequate stocks of till rolls and change.
1.1.5 Align Seats, Tables and Printed Materials
- Seating area – chairs and tables correctly positioned, with printed materials positioned in centre of tables all facing the correct way and visible to customers.
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- Correct printed material, no home made or outdated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 Materials – including menus
- Printed materials clean and presentable.
- No ‘home made’ signage is acceptable.
- Digital screens working and appropriate content on display.
- Check all items are clearly and correctly described with labels facing the customer.
1.1.7 Set Up Coffee Machine
- Coffee machines on and clean. Hot chocolate, coffee and milk canisters filled and replenished during crossing.
1.1.8 Set Up Condiment Station
- Condiment station – fully stocked and arranged neatly.
- Ensure sufficient stock of cutlery, napkins and condiments.
Condiments Station
Description
- Clean surfaces
- No home made signs
- Well stocked, replenish during service if needed
- Ketchup, mustard and mayonnaise
- Additional souces
- Salt and pepper
1.1.9 Product Pricing
- Check all items clearly and correctly priced – labels facing the correct way.
1.2 Display Areas – Counters, fridges, bain-maries and impulse stands
- Stock must be regularly rotated to ensure the oldest products are sold first. Check “use by” and “best before” dates, and freshness of all perishable items.
- Step back and take a look at the displays from a customer’s perspective – do the products look fresh and appealing?
Note
- Check location is set up ready for the next service breakfast – lunch – dinner
Links
- Front load products
- Replenish product as required to appear well stocked
- Display pastries on standard display plates
- Keep the product flow where equipment allows
- Keep straight lines where possible
- Don’t spread products out. I.e. all blueberry muffins should be clustered together, 5mm apart.
- No broken or damaged packages
- No cling film
- Lids on open pastries
- All products with correct labels for the outlet, no home made signs
- Labels clean, no rips, clear pricing, clear product descriptions
- Label holders are preferred, centered next to the product
- Label strips clean and used only where function and hygiene is a factor
- Impulse stand
- Extra toppings
- Hot food
- Salad
- Sandwiches
- Pastries
- Wraps and salads
- Cakes
- Confectionary
- Beer and soft drinks
1.2.1 Filling Display Cabinets
- Products are displayed in relation to display principles.
- Practice “first in, first out” on all items. Stock must be rotated continously.
Note
- Record any products that are past the “use by” and “best before” date
Links
1.2.2 Visual Merchandising
- All products should be displayed according to display principles.
- Fridges and shelves fully stocked with labels front facing towards customers.
- No ‘home made’ labels or signage are acceptable (including chalkboards).
1.2.3 Check the Chilled Units
- Temperature checks must be completed on all chilled 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.
Note
- Record all temperature checks as per routines for the area and report any discrepancy
References
- Refer to Food Safety Manual / Egon Kontroll
1.2.4 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.
- Ensure all the correct serving utensils available, stored appropriately and cleaned/changed frequently.
- Quality is key – ensure hot food is replenished as required and quality is maintained throughout service.
- Plate warmers where applicable, should be checked before and during service to ensure they meet the required temperature standards. Hot food MUST go out on plates at the correct temperature.
Note
- Record all temperature checks as per routines for the area and report any discrepancy
References
- Refer to Food Safety Manual / Egon Kontroll
1.3 Coffee Stations and Condiment Stations
1.3.1 Fillling the Coffee Machines
- Hot chocolate, coffee and milk canisters filled and replenished during the crossing.
- Chocolate shaker is available and full.
- Ensure the machine and components are clean, in working order and well presented throughout crossing.
Note
- Only undertake the cleaning/ filling of coffee machines once you have completed specific training
References
- Refer to Coffee Machine Guidelines
Coffee Machine
Description
- Clean surfaces
- No home made signs
- Well stocked, replenish during service if needed
- No cords or pipes visible
- Coffee
- Milk
- Sugar
- Tea
1.3.2 Condiment Station
- Ensure condiment station is stocked and contents neatly arranged.
- Check level/date of sauce dispensers and ensure holders are washed/sanitised.
- Ensure condiments are replenished and neatly presented throughout crossing.
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 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.
