SSMService Standard Manual
Service Standards
Stena Plus Lounge
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 Check Numbers of Expected Customers
- Confirm numbers of expected customers and look for loyal customers.
- Be prepared to welcome loyal customers by name, and always aspire to provide personalised service whenever possible.
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 and seat / table bases are clean.
- 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 clean.
- Check window boxes, ledges and bulkheads 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
1.1.3 Set the Correct Environment/Ambience
- Ensure all lights are working.
- Check temperature in area – ensure clean blankets available.
- Ensure background music / TVs are on – correct levels and content.
- Check digital screens are on – correct content and offers.
- Seating areas – chairs and cushions straightened.
- Ensure the scent in the area is fresh and pleasant.
References
- Refer to Regional Guidelines
1.1.4 Align Seats, Tables and Printed Material
- Seating area: chairs and tables correctly positioned, with printed material positioned in centre of tables all facing the same way and visible to customers.
- Ensure customer ‘noise’ signage is displayed.
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- Correct printed material, no home-made or outdated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
1.1.5 Menu Availability
- Menus ready, immaculate and presentable. No local variations or alterations to be made to the menu.
1.1.6 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
1.1.7 Printed Materials – including menus
- Printed material 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 ‘home made’ signage is acceptable.
1.1.8 Toilets – where applicable
- Housekeeping to ensure toilets are immaculate.
- Toilet and urinals cleaned. Deck mopped (including edges).
- Taps, mirrors, hand dryers and bulkheads clean and streak free.
- Toilet roll dispenser filled and cleaned.
- Ensure the scent in the area is fresh and pleasant.
Note
- Only use agreed cleaning resources to complete tasks in your location
References
- Refer to Outlet Cleaning Schedules for routines
1.1.9 Ensure Positive First Impressions Created
- Door open in preparation for customers, crew in full uniform worn correctly.
- Newspapers and magazines neatly folded into racks – plastic folders used where appropriate.
- Till area must be clutter free, ready for operation. Put away all unnecessary items – like cleaning items.
- Door access cards available with correct number.
- Coat stand – uncluttered.
1.2 Display Areas – Counters and fridges
- Food quality and presentation are paramount – ensure constantly maintained throughout service.
- Stock must be regularly rotated to ensure the oldest products are sold first – check “use by” and “best before” dates, and check labels of all perishable items.
- Step back and take a look at the displays from a customer’s perspective – do you get a sense of WOW with what you see? Do the products look fresh and appealing?
Note
- Check location is set up ready for the next service breakfast – lunch – dinner
Links
Food Section
- Replenish product as required to appear well stocked
- Display pastries and canapés on standard display plates
- Keep straight lines where possible
- Don’t spread products out. ie. all blueberry muffins should be clustered together, 5mm apart
- No broken or damaged packages
- No cling film
- Lids on open pastries
- Keep biscuits and baked goods together on one side. Crisps, nuts canapés, wine on the other
- Keep the product flow where equipment allows
- 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
1.2.1 Filling Display Counters
- Ensure all products look appealing and fresh.
- Products are correctly displayed according to display principles and re-stocked when necessary.
- Cakes neatly presented on specified display units, with utensils and covers as required.
- Savoury items in clean and full containers, with utensils and covers as required.
- Crisps and biscuits stocked, with logos facing customer.
- Fruit bowl stocked with fresh products and presented neatly.
Note
- Record any products that are past their “use by” and “best before” dates
- Discard any damaged fruit from displays
Links
1.2.2 Beverage Dispensers
- Juice containers clean and stocked – infused water, apple juice and orange juice must be available.
- Ensure that the wine display is fully prepared with white, rosé (positioned in the ice bowl) and red available.
- Ice bucket filled and tongs available.
1.3 Coffee Machine and Condiment Stations
1.3.1 Fill the Coffee Machine
- Any open packs of beans must be kept in a refrigerator, in an airtight container.
- 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.
Beverage Section
- Glasses, crockery and utensils close to product
- Arrange in straight lines
- Ice buckets next to cold drinks and glasses
- No visible cords or pipes
- Keep condiments, tea clustered rather than spread out
- Continually replenish product as required, to appear well stocked
1.3.2 Condiments
- Ensure condiment station is clean and fully stocked with stirrers, sugar, tea bags and decaffeinated coffee sachets – neatly arranged.
- Salt and pepper cellars wiped clean and filled.
- Glass vinegar bottles wiped clean and filled.
1.4 Preparing the Crockery/Cutlery
- Ensure sufficient stock of crockery and glassware.
- Cutlery to be wrapped in napkin (Stena Plus standard).
- Rotate the wrapped cutlery.
- Disposable gloves to be worn when wrapping cutlery.
1.5 Personal Presentation and Preparation
1.5.1 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.
1.5.2 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.
1.5.3 Service Behaviour
- The Stena Plus 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.
