SSMService Standard Manual
Service Standards
Truckers Lounge
Concept Description
1.1 Preparation of Outlet
1.1.1 Check the Flow of Service Areas
- Check the flow and set up in detail. Stand back and check the area through the eyes of the customers.
- Ensure all products, equipment and utensils are ready and in the correct place.
1.1.2 Check Number of Expected Drivers
- Confirm numbers of expected drivers with chef.
- On low volumes – decision to be made with supervisor on full service or cooked to order.
- Check quantities of food items match that of expected arrivals.
1.1.3 Check that the Location is Clean
- Location is immaculate and ready for service – attention to detail.
- Check all tables and chairs are clean, wash and sanitise where necessary.
- 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 clean.
- Check window boxes, ledges and bulkheads are all clean and streak free.
- Trays – washed, dried and stain free.
- Put away all necessary items – like cleaning materials.
1.1.4 Toilet and Shower Rooms (if available)
- Housekeeping to ensure toilets and shower rooms 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.
Note
- Only use agreed cleaning resources to complete tasks in your location
References
- Refer to Outlet Cleaning Schedules for routines
1.1.5 Set the Correct Environment/Ambience
- Check all lights are working and if not take action.
- Check temperature in area.
- Check background music / TVs are on – correct levels and content.
- Check digital screens are on – correct content and offers.
- Check magazines and newspapers are displayed neatly.
1.1.6 Align Seats, Tables and Printed Materials
- Check 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- Correct printed material, no home made or outdated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
1.1.7 Printed Material – including menus
- Printed material clean and presentable.
- Check digital screen content is clear, correct and relevant. If incorrect, report accordingly.
- Check all items are clearly and correctly described with labels facing the customer.
- No ‘home made’ signage is acceptable. Where menus are being created, they must be according to the company visual guidelines.
- Driver discount poster displayed.
1.1.8 Set Up Condiment Station
- Condiment station – fully stocked and arranged neatly.
- Check sufficient stock of cutlery and condiments.
- Check level/date of dispensers and ensure holders are cleaned/sanitised.
- Sachets filled and neatly arranged with labels facing upwards.
Condiments Station
- Clean surfaces
- No home made signs
- Well stocked, replenish during service if needed
- Ketchup, mustard and mayonnaise
- Additional souces
- Salt and pepper
1.1.9 Storage Areas
- Check storage cupboards are stocked with milk, sugar, salt and pepper, napkins, tea bags, biscuits etc. – all neatly arranged.
1.1.10 Fridge, Ambient Labels
- Fridge and ambient products fully stocked with labels front facing towards customers.
- No ‘home made’ labels are acceptable.
1.1.11 Coffee and Drink Stations
- Coffee machines on and clean.
- Cordial, milk, post mix and juice machines – clean, filled and replenished during the crossing (where applicable).
- Hot chocolate, coffee and milk canisters filled and replenished during the crossing.
- Chocolate shaker available and full.
Note
- If machine blocks during service, switch off immediately and inform
- Only undertake the cleaning/ filling of coffee machines once you have completed specific training
References
- Refer to Operating Guidelines
1.2 Display Areas – counters, fridges, bain-marie
- Food quality is paramount – ensure the quality and presentation are consistently maintained throughout the service.
- Stock must be regularly rotated to ensure the oldest products are sold first – check “use by” and “best before” dates as well as 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?
- Ensure cling film is removed completely from all dishes before service.
- Ensure sufficient supplies of crockery and cutlery are available at start of service, without over stocking.
Note
- Check location is set up ready for the next service breakfast – lunch – dinner
Links
Food Line
- Sauces and sides next to main dish facing the customer
- Clear divide between served proteins and self serve carbohydrates and vegetables
- Replace and refill the dishes when 1/3 left
- Lids on open pastries
- Additional labels e.g allergen to guidelines and positioned together with relevant products. No handmade or chalkboards
- No visible cords or pipes
- Pastries and fruit
- Extra toppings
- Proteins
- Carbohydrates
- Salad
1.2.1 Filling Display Cabinets
- Products are displayed in relation to display principles.
- Practice “first in, first out” on all items. Stock rotation must be completed regularly.
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 Checking the Chilled Units and Fridges
- 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.
- Salad must be presented in clean dishes, with utensils and covers as required.
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 Set Up 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.
- Dishes to be garnished.
- The correct type of serving utensils must be available, stored appropriately and cleaned/changed frequently.
- 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
Links
1.3 Personal Presentation and Preparation
1.3.1 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.
1.3.2 Product and Allergen Knowledge
- Be knowledgeable in regards to the menu, to all specials, promotions and allergens.
- Ensure Food Hygiene practices are adhered to at all times.
