Sustainable and Environmental Quality Standards for Hotels and Restaurants: Part three: Quality management for the food and beverage division

1. Quality standards for breakfast and brunch

1.1. Work instruction: Personnel appearance

Our appearance is very important for the first impression and the further course at breakfast and brunch: therefore, these points should be observed by every employee:

1. Clothing/dress code:

black trousers clean and ironed

Shirt clean and ironed, apron in summer, according to dress code

black shoes (shone) and black socks

department-specific uniform with name badge and bag

2. Appearance:

well-groomed hair (tie up long hair, no brightly coloured hair), careful (daily) shaving

clean and well-groomed fingernails (no coloured nail varnish)

no piercing or long earrings, for men no ear jewellery

discreet make - up

discreet deodorant

3. Taboos in the guest area:

chewing gum

eating and drinking (also at the bar)

leaning against walls, furniture etc.

finger your face

hands in the trouser pockets

talking about guests (gossiping)

lecturing guests

reading newspapers

nose blowing, snorting, nose blowing in the guest area

mobile phones, private telephone calls during working hours

1.2. Work instruction: Conduct towards guests

Guests judge our house by your appearance, behaviour, and demeanour. The impression you convey is a decisive factor in deciding whether a guest will return to our hotel. This includes a friendly welcome and attentive service. A smiling face is always nicer than a grim one. We are the hosts and convey to the guest that they are welcome as soon as they enter the restaurant!

The guest should feel cosseted by you and not just provided for. The guest remains YOUR guest until he or she has left the house, even after payment. The last impression is just as important as the first. That is why a friendly farewell, in which you thank them for their visit, is very important.

You are the professional and the guest expects you to perform well.

Small service - etiquette / etiquette rule

Look for eye contact with guests!

Nod, as a sign of recognition - when you are busy!

Work with your head - not with your feet, no unnecessary ways!

Do not do to others what you do not to be want done to you!

Smile, look friendly and open!

Look after the guest in a courteous way - not just provide for him!

The guest is YOUR guest, be a – HOST not a dish carrier!

1.3. Work instruction: Mise en Place

Order of items

1. Provide all the necessary items for a flawless service at your workplace.

2. All non-food items are to be ordered by the head of department. Let us know in good time if something runs out

3. The table linen can be taken from the linen store at any time (please pay attention timely)

Cleanliness of all items

Attention must be paid to cleanliness and perfect condition of all service items, this includes:

do not use chipped porcelain or glass in the guest area, dispose of these in the respective breakage bins and note it on the breakage list.

cutlery should never be tarnished or bent.

cutlery is polished by service and stewarding staff before use in the guest area. Use water sparingly. Use vinegar!

salt cellar and pepper pot are filled up (at least 2/3 full) .and the holes are free

the sugar bowls are filled up with sugar/sugar sticks and they are clean

the spoons are clean

milk jugs are filled with fresh milk, there are no dried rims in the jug.

daily cleaning of the chafing dishes is compulsory and is carried out and checked by the kitchen staff

flower vases: The flowers in the vases are fresh, look fresh. There is enough fresh water in the vases.

The table is set as follows

Flower vase with flowers in the middle

saltshaker and pepper pot (see photo)

The sugar bowl should never stand on the fold of the tablecloth,

the below fold of the tablecloth directed to the entrance; the guest looks over the below fold to the above fold

note that the distance to the flower vase and the arrangement are the same for all tables. This provides an overall appearance

it should also be noted that at tables for several people, the number of cruets stands, and cream jugs should be increased accordingly.

centre cutlery: centre fork on the left, centre knife on the right) in the middle of the napkin

the cutlery is parallel / at right angles to the edges of the table and 5 mm in distance from it.

the coffee cup stands upside down on a saucer. The upper edge of the saucer is f at with the tip of the knife. The cup is aligned for the