SOP Training – Waiter – Day 5

Day 5

Product knowledge

On Day 5 you will learn:

  • Restaurant Bräuhaus beer
  • Customer service
  • Closing duties
  • Review Day 4

Customer service

Goal of our service
  • Definition
  • Disabled
  • Complaints
Necessary documents

Files:                     SOP-HP-Beer

Files:                     SOP-HP-Wine

Product knowledge – Beer

Draught a beer
Pouring the perfect draught (draft) beer

Pouring the perfect draft (or draught) beer is an art and a key part of the entire flavour experience. There are small variations between pouring different types of beers (such as an ale versus a pilsner).

However – always refer to the brew masters experience and advise

Beer brewing

Refer to the beer manual. In order to gain more knowledge about our beer or contact our brew master.

SOP-HP-Beer

Bottled beer

Münchner Kellerbier Anno 1417

The pleasure of yesteryear

Velvety matte shine – Smooth, full-bodied flavour

Munich Kellerbier Anno 1417 shines with a seductive golden honey colour. A beer with a distinctive character: earthy, bold, quaffable and yet refreshingly mild and light. Just like a real Bavarian.

Creamy and effervescent, typical of unfiltered beers, a delightful ticklish mouth feels. Aromas of caramel, honey and plum dominate and emphasize the beer’s malty, spicy flavor. Unmistakable hints of apple and grapefruit bring in a fruity freshness.

Our Munich Kellerbier, a beer like from the good old days when beer was born. After aging four weeks, it is bottled unfiltered, which still preserves all its yeast vitamins and trace elements.

Since 1417, Restaurant Bräuhaus stands for traditional Bavarian brewing. The quality beers of Restaurant Bräuhaus are all brewed according to the Bavarian Purity Law and contain only hops, malt and water.

Alc. 5.5% by volume, 12.5% original gravity by weight

Weisse

Our traditional wheat beer

A low-carbonation beer with mild aromatic notes

A truly magnificent look: silky shine and intense golden yellow color, crowned by a compact, creamy head.

The yeast flows through the beer in a soft veil.  Wonderfully refreshing, fruity and citrus notes, accompanied by a fine, tangy acidity.  A light sweetness of bananas and honey melts on the tongue together with a mildly bitter, slightly spicy nutmeg note.

Only the best ingredients are used in our unfiltered wheat beer: brewing wheat grown in the Champagne region of France and select Siegel hops from the Hallertau region outside of Munich. A special brewing process makes this beer what it promises: a great tasting masterpiece.

Since 1417, Restaurant Bräuhaus stands for traditional Bavarian brewing. The quality beers of Restaurant Bräuhaus are all brewed according to the Bavarian Purity Law and contain only hops, malt and water.

Alc. 5.5 % by volume, 12.5 % original gravity by weight

Münchner Dunkel

The epitome of traditional Bavarian drinking enjoyment

Deep brown sparkling in the glass – fine dry malty flavour

Intense notes of malt characterize the aroma of our Münchner Dunkel. A magnificent beer: full-bodied in flavour, with a slight hint of caramel, nuts and candied fruit. This slightly sweet grade of roasted malt is harmoniously complemented by the fine bitterness of the hops.

The beautiful colour that resembles chestnuts, our Münchner Dunkel obtained by the high temperatures at the “Darren”, the roasting of the barley malt, and by the special Restaurant Bräuhaus mashing process. Matured in the depths of our storage cellar, it was able to develop his unique taste in peace.

Alc. 5.0 % by volume, 12.5 % original gravity by weight

Drought Beer

At Restaurant Bräuhaus we serve mainly on-site brewed fresh beer, which is brewed according to the “German Law of Purity”

There are two standard beers.

“Lager” and “Dunkel”

The words are German: “Lager” means “storage” and the word “Dunkel” means “dark”.

Storage, because the Lager beer needs a longer time to mature and therefore stays longer in the storage tank.

Dark explains itself, as the beer is very dark brown.

The tastes of these beers are mostly the same as described under bottled beer. The „Lager“ taste like „Münchner Kellerbier Anno 1417”, and the „Dunkel“ like „Münchner Dunkel“.

But there is an significant difference between the bottled and the freshly brewed beer.

All our microbrewery beers are unpasteurized, unstrained and naturally cloudy with all natural ingredients, vitamins and minerals.

No chemicals, no preservation.

They come directly from the brewers tub into your glass.

Due to these reasons the taste of freshly brewed beer is much more intense in taste as bottled beer.

Product knowledge – Wine

SOP-HP-Wine

Customer service

What is customer service…?

… is a question you are supposed to ask yourself.

After you thought about it and found a satisfactory answer that corresponds with the following definition and you adequately have the drive, commitment and ambition you will succeed at Restaurant Bräuhaus.

Customer service should not be confused with simply selling; it is something that has a long-term effect and starts long before the selling procedure. It is the link of a number of activities – selling, consulting, advertising and distribution as well as activities that are heading forward to track down and to satisfy wishes, requirements and demands of customers.

Additional to these, customer service surrounds the analysis, planning, performing and control of sequences, which have the purpose to build and maintain profitable procedures with a particular target group and meet the requirements of Restaurant Bräuhaus at the same time.

What is a guest?
  • A guest is the most important person that enters into our restaurant
  • A guest does not dependent of you; you dependent on the guest
  • A guest does not interrupt our job, he is the foundation
  • You do not do the guest a favour if you serve him; he is doing you a favour that he gives you the opportunity to do so
  • You neither argue nor measure your intelligence with your guests
  • A guest is a human, which tell us his wishes. It is our challenge to fulfil them successfully – for them and for us
Disabled Customers

Customer Service

Customer service is the most important aspect of your job and the business success of Restaurant Bräuhaus depends on our customers. Without customers, there would be no business and so your efforts to keep customer service at a high standard are of vital importance.

It is estimated that there are roughly 1 in 10 of the population are disabled people. Restaurant Bräuhaus is positive about disabled customers and is concerned to ensure that disabled customers are not prevented from enjoying the high standards of service available to all customers. It is your duty to be sensitive to the requirements of disabled customers and to consider in every situation how you can assist their needs.

You are responsible for ensuring that Restaurant Bräuhaus’s high standards of courteousness and service are extended to all customers. Be flexible and do not come to your own conclusion as to the limits of what can be achieved. Always ask your customer to tell you the best way to help.

Consider the following:
  • Alternative access routes for mobility impaired customers
  • The capacity for providing assistance for hearing or sight impaired customers
  • Allocating one member of staff to assist customers who have difficulties in understanding
Remember

Do not make assumptions as to the assistance required, but enquire as to what you can do to help. Always wait until your offer of assistance is accepted before you do anything. Many of us have no experience of serving or working with people who are disabled in any way. We may feel uncomfortable or ill at ease at first. Do not confuse disability with illness. The general health of most disabled people is as good as that of anyone else.

Language
  • Avoid using the word “handicapped”, use the words “disabled people” or “people with disabilities”
  • Avoid language that suggests that people without disabilities are “normal”
  • Avoid discussing people by their condition
  • Word such as “cripple”, “retarded”, “defective” or “dumb” are offensive
  • Concentrate on the fact that people with disabilities are individuals and should be treated as individuals
Conduct

There are many types of disability, some of which you may be aware, others you may not, or may not be able to recognise. Although these guidelines are intended to raise your awareness with regard to more easily recognisable disabilities, all customers, no matter what disability, should be provided with the highest standards of courteous customer service.

Hearing impaired customers
  • If necessary, attract attention with a light touch on the customer’s shoulder
  • Do not shout. If the customer cannot hear what you say, write it down
  • Look directly at customers who lip-read and speak slowly and clearly
  • Use your hands, body movements and expression to help the customer understand you
Mobility impaired customers
  • Try to put yourself at a wheelchair user’s eye level to avoid stiff necks
  • Come round to the customer’s side of reception desks, the counter or the bar
  • Offer help with heavy doors
  • Offer assistance with coats and bags
Sight impaired customers
  • Always speak to a sight-impaired customer when you approach them – say clearly who you are
  • To guide the customer if necessary, walk slightly in front allowing them to hold your arm
  • Do not leave the customer talking to an empty space. Tell them before you move away
When you take payment
  • Check the amount given to you before you process the transaction
  • Count the customer’s change out loud, coin by coin, as you place it in their hand
  • Check the customer has picked up all their possessions

Complaints

The procedure

Sometimes, even when we do our job well, our customers may not be happy with the service we provide. This is our opportunity to turn negative feelings about Restaurant Bräuhaus into positive.

Yes, we do acknowledge and deal with our disappointed customers.

It is very tempting to draw up a long list of rules about how to deal with our unhappy customers. We are going to discuss some basic guidelines, but we do not want you to become the rules and fail to concentrate on what is really important.

Often customers are not particularly impressed when employees follow a list of rules, because they can tell:

  • when the smile is a fake
  • the employee is mouthing the right word, but isn’t interested at all
  • the questions are “canned” and impersonal
  • the “thank you, please come back” is not authentic

The truth is – excellent customer service rarely comes from following a rigid list of rules about what to do or say.

Remember what really counts is:
  • Personalised attention – being treated like an individual with very personal needs
  • Positive behaviour – respect, consideration, concern, appreciation
  • Being understood – their feelings, their point of view, and the facts of the situation
  • Helpfulness – results

Always do your best and use your own initiative to resolve the situation. Your supervisor or manager will always be there to help and guide you if you do not feel comfortable enough to deal with it yourself. We are all working as a team to fulfil our customer’s needs.

Avoid saying:
  • I can’t
  • It’s not my department
  • I don’t know
  • We can’t do that
  • You’ll have to
  • No

If you want to avoid potential stress for you and those you are dealing with, consider these three little suggestions when you think you are going to encounter a stressful conversation.

Begin with agreement       say “and” instead of “but”       use “I” statements

plus

LISTEN                     APOLOGIZE                     SOLVE                    THANK
Waiting staff is:

taff
ust
A   pologise sincerely
R   emove offending item
ell duty manager immediately

Managers are:

H ow may I help
A llow telling the story and apologise
P ut it right
P revent it to happen again
Y our actions will make the day of the guest

Closing duties

The last order for food is taken 20 minutes before closing. Drinks and cakes are served up to 5 minutes before closing.

Restaurant
  • Remove condiments from the table
  • Clean tables and bases with appropriate chemical.
  • From stations, clear away all open food
  • Clean stations with appropriate chemical
  • Place all trays in kitchen to be washed
  • Remove napkins from trays and place in linen bag
  • This will be taken to the linen room the next morning
  • Clean menus and store at your station
  • Take breadbaskets into kitchen ask chef about left over bread
  • Complete cleaning schedule