SSMService Standard Manual
Service Standards
Coffee House
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 and seat / table bases are clean.
- Service areas cleaned and fully stocked.
- Floors vacuumed and mopped, including edges. Chrome and glass cleaned.
- Highchairs washed, sanitised and placed in appropriate locations.
- Check window boxes, ledges and bulkheads are all clean and streak free.
- Condiment areas cleaned and fully stocked.
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 – with correct content and offers.
- Check testing samples are visible when appropriate.
1.1.3 Sales Preparation
- Know the items on the menu to suggest/promote (based on highest margin/shelf life).
- Familiarise yourself with the unique selling point of the dish.
Note
- Discuss with galley/supervisor
1.1.4 Align Seats, Tables and Printed Materials
- Seating area: chairs and tables correctly positioned, with printed material positioned in centre of tables, all facing the same 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- Correct printed material, no home made or outdated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
1.1.5 Printed Materials –including menus
- Printed materials clean and presentable.
- Digital screens working and appropriate content on display.
- Check all items are clearly and correctly described with labels facing the customer.
- No “homemade” signage is acceptable.
1.1.6 Set Up Condiment Station
- Condiment station fully stocked and arranged neatly.
- Fresh semi-skimmed milk available for customers.
Condiments Station
- Keep well stocked, replenish when needed
- Clean surfaces
- White sugar, brown sugar, sweetener and stir sticks.
- Napkins
- Milk
1.1.7 Set Up of Service/ Till Area
- Service and till area must be clutter free.
- Put away all unnecessary items, like cleaning items.
- Keep counters behind service area tidy at all times.
- Trays washed, dried and stain-free.
- Ensure till is operating (with adequate till rolls and change).
1.1.8 Product Pricing
- Check all items clearly and correctly priced (with labels facing the correct way).
1.2 Display Areas – Impulse, Counters and Cabinets
- 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 the 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
Display Fridge
- 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
- Lids on open pastries
- All products with correct labels for the outlet, no home made signs
- No cling film
- 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
- Sandwiches, wraps and salads
- Baked goods
- Confectionary
- 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 continuously.
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 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
1.3 Fill Coffee Machine and Storage of Beans
- Any open packs of beans must be kept in a refrigerator, in an airtight container.
1.3.1 Fill the Milk Unit
- Use semi-skimmed milk, as it improves the frothing process.
Note
- Use the frothed milk button to top up any lattes/cappuccinos that don’t fill all the way up
1.3.2 Speciality Coffee and Toppings
- Ensure adequate stock level of syrups, chocolate, cinnamon and all relevant toppings available.
Note
- Double tap any coffee button to make two coffees at once
- When making speciality drinks, put the syrup in first to avoid splashing. Stir vigorously.
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.
