SOP Manual

Content Page

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1. Proprietary Notice
2. SOP: Personal Grooming – Manager
3. SOP: Personal Grooming – Supervisor/ Captain
4. SOP: Personal Grooming – Service Crew
5. SOP: Personal Grooming – Food Caller
6. SOP: Personal Grooming – Head Chef
7. SOP: Personal Grooming – Kitchen Cook
8. SOP: Personal Grooming – Steps to put on Apron
9. SOP: Taking Phone Reservations
10. SOP: Daily Check on Reservations
11. SOP: Opening Bar
12. SOP: Fruits Platter Preparation
13. SOP: Condiments preparation & storage
14. SOP: Appetizer Preparation
15. SOP: Closing Bar
16. SOP: Store Opening
17. SOP: Table Setting
18. SOP: Taking Phone Reservations
19. SOP: Greeting Customer
20. SOP: Invite customer and food ordering
21. SOP: Using Bag Holder
22. SOP: Serving & refilling drinks
23. SOP: Serving food
24. SOP: Serving soup base
25. SOP: Serving drunken prawn and shelling off

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Content Page

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26. SOP: Serving fish tofu
27. SOP: Serving homemade paste
28. SOP: Serving after-meal drinks
29. SOP: Serving cake
30. SOP: Bill settlement
31. SOP: Collection of Cutlery
32. SOP: Collection of plates, bowls and stoves
33. SOP: Disinfecting dining chairs
34. SOP: Clearing table
35. SOP: Cleaning of Induction Cooker
36. SOP: Preparation of Beverage Trolley
37. SOP: Categorize & Cleaning Cutlery
38. SOP: Preparation & Cleaning of Serving Tray
39. SOP: Designated Cleaning Cloth
40. SOP: Disinfection of Cleaning Cloth
41. SOP: Customer Lost Item
42. SOP: Handling Customer Complaints
43. SOP: End of the Day Operation
44. SOP: Closing – End of The Day Operation
45. SOP: Playground Advisory
46. SOP: Paradise House Rules
47. Service Procedure – Hostess
48. Service Procedure – Service Crew
49. Service Procedure – Cooking Time

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PROPRIETARY NOTICE

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The copyright in this work is vested in Paradise Group Holdings Pte Ltd. The recipient must not reproduce or use the work either in whole or in part or for tendering, manufacturing or any other purposes without obtaining Paradise Group Holdings Pte Ltd’s prior agreement or consent in writing. A further condition of such reproduction or use is that this notice must be included in the reproduction or use.

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This work also contains proprietary information belonging to Paradise Group Holdings Pte Ltd. This confidential information is to be used by the recipient only for the purpose for which it is supplied. The recipient must therefore obtain Paradise Group Holdings Pte Ltd’s consent in writing before the recipient or any other person communicates any information on the contents or subject matter of the work or part thereof to any third party. The third party to whom the communication is made includes an individual firm or company or an employee or employees of such a firm or company.

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The recipient further acknowledges that Paradise Group Holdings Pte Ltd has copyright in the work. The recipient manifests, by its receipt of the work, its acknowledgment of Paradise Group Holdings Pte Ltd copyright in the work, its acceptance that the work is confidential information and its compliance with the terms contained in this notice.

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Copyright 2021 Paradise Group Holdings Pte Ltd. This document contains proprietary information, which is protected by copyright. All rights are reserved. No part of this document may be photocopied, reproduced or translated to another language without prior consent of Paradise Group Holdings Pte Ltd.

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Beauty in The Pot Pre-Opening Manual – Confidential Copyright © 2022 V1 (PGH)

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PROPRIETARY NOTICE

SOP: Personal Grooming – Manager

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1. All employees must strictly adhere to company’s policy with regards to attire. (Employees must wear all aspects of the uniform) Appearance must be kept neat and kempt.
2. Uniforms must be ironed, paying special attention to the collar. Also, do ensure that there isn’t any hole, loose string or button from the attire.
3. Employees are to wear only standardized work shoes on shift. (Refer to picture 4)
4. Employees are forbidden to wear accessories. (With exception of the wedding band)
5. Employees are forbidden to have perfume on.

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SOP

SOP: Personal Grooming – Manager

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6. Employees’ hair colors are only limited to natural black, maroon and brown. (Bleaching and colored dyes are not permitted)
7. Employees are to ensure that they do not have bad breath.
8. There should not be more than 3 pens in employee’s pocket.
9. Keep finger nails clean and short. Nail polish is strictly forbidden.
10. Male employees are required to wear business pants and black socks. Shirts are to be long sleeved and white-colored. There must be not any patterns on the tie.
11. Male employees’ hair length must not be too long. The hair must not exceed the ears and touching the shirt collar. Facial hair is not permitted.
12. Female employees are required to wear professional business attire. Blazers can only be in black, grey or dark blue. Black socks are to be worn with standard long business pants. Inner wear must not be revealing (when bent over 45 degrees, nothing should be revealed). Inner wear must be fitting and not loose, and only in white or light colors. Spaghetti strap and turtlenecks are not allowed.
13. Female employees are allowed to put on only one set of earrings. (containing pearl or precious stone) – (Refer to picture 1). Male employees are not permitted to wear earrings.
14. Female employees are allowed to put on only a thin necklace with a pendant, no bigger than a ten cents Singapore coin.
15. Female employees with long hair must be bundled up by hair net. Fringe must not exceed the tip of the eyebrows. (Refer to picture 2)
16. Female employees must put on light make up, which consists of lip stick, blusher and eye shadow. (Refer to picture 3)

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SOP

SOP: Personal Grooming – Manager

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Picture 1: Types of earrings permitted are limited to these displayed below.

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Picture 2: Black hair netting and sample of fringe permitted.

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Picture 3: Sample make-ups (Eye shadow should not contain glitter)

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SOP

SOP: Personal Grooming – Manager

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Picture 4: Footwear guide

*Only black colour is allowed

*To fully clad foot/ heel/ toes

*Mainly in flat shoes/ Heels not exceeding 5cm

*If the back of the foot is uncovered, to wear black socks to fully cover the foot

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Picture 5: Wedding bands design

*No other designs or protruding diamonds allowed

* Simple and of reasonable size

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SOP

SOP: Personal Grooming – Supervisor/ Captain

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1. All employees must strictly adhere to company’s policy with regards to attire. (Employees must wear all aspects of the uniform) Appearance must be kept neat and kempt.
2. Uniforms must be ironed, paying special attention to the collar. Also, do ensure that there isn’t any hole, loose string or button from the attire.
3. Employees are to wear only standardized work shoes on shift. (Refer to picture 4)
4. Employees are forbidden to wear accessories. (With exception of the wedding band)
5. Employees are forbidden to have perfume on.
6. Employees’ hair colors are only limited to natural black, maroon and brown. (Bleaching and colored dyes are not permitted)
7. Employees are to ensure that they do not have bad breath.
8. There should not be more than 2 pens in employee’s pocket.
9. Keep finger nails clean and short. Nail polish is strictly forbidden.

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SOP

SOP: Personal Grooming – Supervisor/ Captain

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10. Male employees are required to wear business pants and black socks. Shirts are to be long sleeved and white-colored. There must be not any patterns on the tie.
11. Male employees’ hair length must not be too long. The hair must not exceed the ears and touching the shirt collar. Facial hair is not permitted.
12. Female employees are required to wear professional business attire. Blazers can only be in black, grey or dark blue. Black socks are to be worn with standard long business pants. Inner wear must not be revealing (when bent over 45 degrees, nothing should be revealed). Inner wear must be fitting and not loose, and only in white or light colors. Spaghetti strap and turtlenecks are not allowed.
13. Female employees are allowed to put on only one set of earrings. (containing pearl or precious stone) – (Refer to picture 1). Male employees are not permitted to wear earrings.
14. Female employees are allowed to put on only a thin necklace with a pendant, no bigger than a ten cents Singapore coin.
15. Female employees with long hair must be bundled up by hair net. Fringe must not exceed the tip of the eyebrows. (Refer to picture 2)
16. Female employees must put on light make up, which consists of lip stick, blusher and eye shadow. (Refer to picture 3)

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SOP

SOP: Personal Grooming – Supervisor/ Captain

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Picture 1: Types of earrings permitted are limited to these displayed below.

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Picture 2: Black hair netting and sample of fringe permitted.

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Picture 3: Sample make-ups (Eye shadow should not contain glitter)

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SOP

SOP: Personal Grooming – Supervisor/ Captain

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Picture 4: Footwear guide

*Only black colour is allowed

*To fully clad foot/ heel/ toes

*Mainly in flat shoes/ Heels not exceeding 5cm

*If the back of the foot is uncovered, to wear black socks to fully cover the foot

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Picture 5: Wedding bands design

*No other designs or protruding diamonds allowed

* Simple and of reasonable size

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SOP

SOP: Personal Grooming – Service Crew

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1. All employees must strictly adhere to company’s policy with regards to attire. (Employees must wear all aspects of the uniform) Appearance must be kept neat and kempt.
2. Uniforms must be ironed, paying special attention to the collar. Also, do ensure that there isn’t any hole, loose string or button from the attire.
3. Employees are to wear only standardized work shoes on shift. (Refer to picture 4)
4. Employees are forbidden to wear accessories. (With exception of the wedding band)
5. Employees are forbidden to have perfume on.
6. Employees’ hair colors are only limited to natural black, maroon and brown. (Bleaching and colored dyes are not permitted)
7. Employees are to ensure that they do not have bad breath.
8. There should not be more than 2 pens in employee’s pocket.
9. Employees are not allowed to have hand phones in their pockets during shift.

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SOP

SOP: Personal Grooming – Service Crew

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10. Keep finger nails clean and short. Nail polish is strictly forbidden.
11. Female employees are allowed to put on only one set of earrings. (containing pearl or precious stone) – (Refer to picture 1). Male employees are not permitted to wear earrings.
12. Female employees are allowed to put on only a thin necklace with a pendant, no bigger than a ten cents Singapore coin.
13. Female employees with long hair must be bundled up by hair net. Fringe must not exceed the tip of the eyebrows. (Refer to picture 2)
14. Female employees must put on light make up, which consists of lip stick, blusher and eye shadow. (Refer to picture 3)

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SOP

SOP: Personal Grooming – Service Crew

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Picture 1: Types of earrings permitted are limited to these displayed below.

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Picture 2: Black hair netting and sample of fringe permitted.

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Picture 3: Sample make-ups (Eye shadow should not contain glitter)

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SOP

SOP: Personal Grooming – Service Crew

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Picture 4: Footwear guide

*Only black colour is allowed

*To fully clad foot/ heel/ toes

*Mainly in flat shoes/ Heels not exceeding 5cm

*If the back of the foot is uncovered, to wear black socks to fully cover the foot

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Picture 5: Wedding bands design

*No other designs or protruding diamonds allowed

* Simple and of reasonable size

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SOP

SOP: Personal Grooming – Food Caller

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10. All employees must strictly adhere to company’s policy with regards to attire. (Employees must wear all aspects of the uniform) Appearance must be kept neat and kempt.
11. Uniforms must be ironed, paying special attention to the collar. Also, do ensure that there isn’t any hole, loose string or button from the attire.
12. Employees are to wear only standardized work shoes on shift. (Refer to picture 4)
13. Employees are forbidden to wear accessories. (With exception of the wedding band)
14. Employees are forbidden to have perfume on.
15. Employees’ hair colors are only limited to natural black, maroon and brown. (Bleaching and colored dyes are not permitted)
16. Employees are to ensure that they do not have bad breath.
17. There should not be more than 2 pens in employee’s pocket.
18. Employees are not allowed to have hand phones in their pockets during shift.
19. Keep finger nails clean and short. Nail polish is strictly forbidden.
20. Female employees are allowed to put on only one set of earrings. (containing pearl or precious stone) – (Refer to picture 1). Male employees are not permitted to wear earrings.

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SOP

SOP: Personal Grooming – Food Caller

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Picture 1: Types of earrings permitted are limited to these displayed below.

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Picture 2: Black hair netting and sample of fringe permitted.

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Picture 3: Sample make-ups (Eye shadow should not contain glitter)

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SOP

SOP: Personal Grooming – Food Caller

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Picture 4: Footwear guide

*Only black colour is allowed

*To fully clad foot/ heel/ toes

*Mainly in flat shoes/ Heels not exceeding 5cm

*If the back of the foot is uncovered, to wear black socks to fully cover the foot

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Picture 5: Wedding bands design

*No other designs or protruding diamonds allowed

* Simple and of reasonable size

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SOP

SOP: Personal Grooming – Head Chef

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1. All employees must strictly adhere to company’s policy with regards to attire. (Employees must wear all aspects of the uniform) Appearance must be kept neat and kempt.
2. Uniforms must be ironed, paying special attention to the collar. Also, do ensure that there isn’t any hole, loose string or button from the attire.
3. Hair must be kept within the cap, without any loose strand.
4. Fold sleeve at mid arm length.
5. When reporting for work, uniform must be in clean condition, without stain.
6. When reporting for work, apron must be in clean condition, and tied neatly with the ends tucked neatly at the front apron.
7. To wear black pants at all times, no jeans are allowed.
8. Employees are to wear only standardized safety shoes on shift.
9. Keep finger nails clean and short.
10. Employees are not allowed to wear any accessory.

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SOP

SOP: Personal Grooming – Kitchen Cook

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1. All employees must strictly adhere to company’s policy with regards to attire. (Employees must wear all aspects of the uniform) Appearance must be kept neat and kempt.
2. Uniforms must be ironed, paying special attention to the collar. Also, do ensure that there isn’t any hole, loose string or button from the attire.
3. Hair must be kept within the cap, without any loose strand.
4. Fold sleeve at mid arm length.
5. When reporting for work, uniform must be in clean condition, without stain.
6. When reporting for work, apron must be in clean condition, and tied neatly with the ends tucked neatly at the front apron.
7. To wear black pants at all times, no jeans are allowed.
8. Employees are to wear only standardized safety shoes on shift.
9. Keep finger nails clean and short.
10. Employees are not allowed to wear any accessory.

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SOP

SOP: Personal Grooming – Steps to put on Apron

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Beauty in The Pot Pre-Opening Manual – Confidential Copyright © 2022 V1 (PGH)

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SOP

SOP: Taking Phone Reservations

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SOP: Taking Phone Reservations

Note: The hostess should take note of their tone, speed of speech and clarity when talking over the phone

* When taking reservations via the phone, make sure to take down any special request by the customer (food allergy, baby chairs, etc.) Communicate with the manager to make the necessary arrangement

* When customer has arrived, strike out their reservation with a highlighter

* If a customer cancels their reservation, use a different highlighter color to strike out the reservation. Make sure to write the reason of cancellation as well.

SOP: Daily Check on Reservations

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SOP: Daily Check on Reservations

1. Check the number of reservations for the day.
2. Give customers a call to confirm the reservation �Scenario 1: Upon customer’s confirmation, write “OK” next to the customer’s reservation. �Scenario 2: If customer fails to pick up, write “Call customer again” (As customer may have missed the call, or have not decided on their reservations.)
3. Based on the reservations, prepare the table setting. (Table setting, baby chairs, wheelchairs, etc.)
4. During the opening roll call, inform service crew of the reservations in the area they would be in charge of.

SOP: Opening Bar

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BP000B001

1. Open the printer machine and confirm the receipt paper are sufficient for the day.

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• Bar department staff member to check on overall quantities of items, if items are insufficient for operations, do inform the restaurant manager immediately.

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• Turn on the light switch of the water heater, yuzu smoothie machine, sauce refrigerator etc

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• Scoop out some ice cubes aside for preparation

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• Brewed drinks – fruit black tea, mangosteen, sour plum soup. See: BP000B001.1 - Preparing Beverages SOP

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• Ensure Bar counter supplies (coasters/water cups/slush cups/teaspoons/tubes/dessert rainbow/soup spoons) are available.

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• Prepare the sauce table and add crushed ice. Please refer to: BP000F018 - The preparation and cleaning of sauces.

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• Prepare the fruit stand. Please refer to: BP000F018.1 - Preparation of fruit stand.

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热水器

柚子冰沙机

酱料冰箱电灯

SOP: Fruits Platter Preparation

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1. Cut the fruit, cover it with plastic wrap, and put a food date label on it
2. Arrangement of watermelons: neatly arranged in 3 rows

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• Honeydew must be cut into cubes for the convenience of customers

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• One orange, cut into 8 slices (average size) (if applicable)

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* Fruits that have been taken out cannot be kept for customers to eat the next day

BP000B001.2

Preparation before opening

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BP000B001.2

3. Arrange the cut fruits neatly on the display table.

Preparation before opening

SOP: Condiments preparation & storage

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1. Fill the ice bucket with crushed ice, carry an ice scoop, and push it to the sauce display stand.

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• Stack the crushed ice on the display stand on the far right.

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• Pour the crushed ice and use an ice spoon to evenly press the ice cubes.

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• Sprinkle some salt to extend the coldness of the ice.

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Condiments preparation before opening

BP000B001.3

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BP000B001.3

3. All hotpot sauces are to placed accordingly onto the crushed ice at display area.

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• All others hotpot sauces are to placed at the left side of the display area.

Condiments preparation before opening

Chilli Oil

Supreme

Soya Sauce

Sha Cha

Sauce

Red Fermented

Beancurd

Sesame

Oil

Sesame

Peanut Sauce

Garlic Oil

Sweet Thai

Chilli Sauce

Fried

Garlic

Vinegar

Ground

Peanuts

Supreme

Soya Sauce

Crispy

Soybeans

Fragrant

Spicy Sauce

Salt

Sesame

Sugar

Mushroom

Sauce

Spicy Minced

Beef Sauce

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1. Recycle all sauces from the display area after daily operation.

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• Ensure all sauces are properly store and covered with food wrap. (Ensure all sauces are still in good condition eg; odorous, discolored or dry.)

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• Before storing the sauce into the refrigerator, make first in first out marking under the recycle sauce bowl for the next day operation.

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Condiments storage

BP000B001.3

SOP: Appetizer Preparation

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1. Use tongs to transfer the appetizers from the kitchen plastic box to the designated appetizer plate.

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• Cover it with cling paper and put a food date label on it

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*Appetizers that have already been served cannot be kept for customers the next day

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Preparation before opening

BP000B001.4

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BP000B001.4

3. Arrange the prepared appetizers neatly on the display stand

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Preparation before opening

SOP: Closing Bar

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BP000B002

1. Count and record the number of canned drinks

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• Wash all used equipment for the day

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• Wash the teapot/jar

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• Discard tea residue and wash the tea pot/jar

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• Store remaining drink, cover with plastic wrap and label into the freezer

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• Clean the bar table

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• Soak the used towel

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• Clean the sink and filter thoroughly and flip the filter upside down

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• Ensure the bar area is stocked well with cups, glasses, utensils, coasters, straws and saucers

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• Turn off the order printer

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• Turn off the water boiler

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• Turn off refrigerator and lights

SOP: Store Opening

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BP000F001

Manager’s Duties:

1. Switch off the alarm system and turn on the store’s light. Ensure that all the lights are in working order.
2. Ensure that all the cash (cash flow, petty cash, cash float) are in accurate and in order.
3. Turn on the air conditioner, and set the temperature to 23 degrees Celsius. Ensure that all air conditioner is in working order. (If the store is in mall, it will be arranged by mall)
4. Ensure that the service floor is clean.
5. Ensure that the service area is set up correctly.
6. Ensure that table number is entered into Ipad, and set it to the main page.
7. Check with the kitchen staff on dishes that are sold on that day and non-available dishes.
8. Ensure that the rest of the team is properly dressed.
9. Allocate service staff to their designate sections.
10. Confirm reservation seats (if necessary)
11. Deposit previous day’s cash sales.

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*Please refer to the store opening /closing checklist*

12. Conduct a team meeting 30minutes before opening, for example 10.00-10.30am ; 6.00-6.30pm
13. Ensure that the playground facility is clean and free of water and stains.

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Supervisor’s Duties:

1. Ensure Ensure that all table and chairs are clean, arranged neatly and in good condition.
2. Ensure that all menu are placed neatly and in good condition
3. Ensure that all the condiments are sufficiently filled, and are in good condition.
4. Ensure that all items at the service station are in order.

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Service Crew’s Duties:

1. Ensure that all promotional board are in place.
2. Ensure that all promotional brochures are topped up.
3. Ensure that all reservation seating is ready.
4. Remind reservation holders of their reservation.
5. Ensure that the service areas are clean.
6. Prepare chairs for waiting area (ensure that area is neatly arranged)

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SOP: Table Setting

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BP000F002

1. Prepare the correct number of table ware and place them on a tray.

Way of preparing cutlery set on table.

• Place the plate directly above the hotpot
• Place the ladle in the middle of the plate
• Place the sieve spoon on top of the ladle
• Place the chopsticks above the ladle.

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2. Place another plate two finger space away from the edge of the table

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• Place the bowl on the left top corner of the plate

SOP: Table Setting

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BP000F002

4. Place the spoon in the bowl, with the tail of the spoon facing left.

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• Place the chopsticks on the right side of the plate, with the tip facing up.

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• On a two person’s table, place the “福” ceramic bowl and the sieve spoon next to the hotpot. The display tent should also be in line with the ceramic bowl.

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SOP: Table Setting

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BP000F002

7. On a four person’s table, the ceramic bowl and the sieve spoon would be next to the hotpot, with the display tent at the back.

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• On a six person’s table, the ceramic bowl and the sieve spoon would be next to the hotpot, with the display tent at the front, away from the guests. There should be two sets of serving chopsticks and ladle.

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• On a ten person’s table, the ceramic bowl and the sieve spoon would be next to the hotpot, with the display tent right beside. There should be two sets of serving chopsticks and ladle.

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SOP: Table Setting

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BP000F002

10. In the event of a point-of-sales machine malfunction, place the manual order sheet directly facing the middle of the hotpot, towards the customers.

SOP: Taking Phone Reservations

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BP000F005

1. When taking phone reservations, hostess should pick up the phone within 3 rings.
2. Hostess should pick up the call with a smile (When smiling, the tone of the hostess would naturally be better.)
3. When picking up the phone, hostess should say “Hello, this is Beauty in Pot. This is Mary (Name) speaking. How may I help you?”
4. Usually customer have 3 types of request, as listed below:-�Scenario 1: Customer is enquiring about the menu. Hostess can proceed to explain our hotpot soup bases, and other specialties. �Scenario 2: Customer wants to make a reservation. (Follow by step 6) �Scenario 3: Customer is looking for a particular service crew member or manager. Hostess should say “That would not be a problem. Please hold.” When the intended personnel picks up the call, they would need to say “I apologize for the long wait. My name is (name). How may I help you?”
5. Ask the customer “May I know how to address you?” Follow the conversation by calling them by their name.
6. When taking a reservation, ask the customer for their name, contact number, reservation time and number of diners. Hostess should only ask the customer if they have any special request “ Sir/ Madam, would you require any special arrangement?” (Baby chairs, etc.)
7. Make sure to repeat the reservation details for confirmation. “ Sir/ Madam, please let me confirm that your reservation would be for tomorrow night at 7pm, for 10 people. You would need a baby chair and it is for a birthday celebration. Your contact number would be 12345678. “ If any detail is wrong, repeat the confirmation till it is right.
8. After confirming the reservation, remind the customer that their table would be held for only 15 minutes.
9. Before ending the conversation, ask the customer “Is there any other things I can help you with?”
10. End the conversation with “Thank you for your call. We look forward to seeing you on (date).“

SOP: Greeting Customer

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BP000F007

1. Be proactive; greet customers with a smile and say, “Good morning/afternoon/evening, welcome to Beauty in The Pot.” (Note if the customer has brought any items that require chilling such as a birthday cake. Assist them by storing it in our own chiller.)
2. Attend to the customer by asking, “Sir/ Madam, how may I address you? May I know if you have any reservations?” (This question has to be asked at any time of service)

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Hostess

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There would be 4 types of scenario:

Scenario 1: If a reservation was made

Check number of diners and reservation made under the customer’s name. If the information is correct, proceed to lead the customer to their table (followed by steps 3-7)

Scenario 2: If a reservation was made

Check number of diners and reservation made under the customer’s name. If there are two reservations under the same name, check against their contact number. If the information is correct, proceed to lead the customer to their table (followed by steps 3-7)

Scenario 3: If no reservation was made & there is vacancy

Attend to the customer by saying, “May I know how many people will be dining today?” As you write the information you were told in the queue record, inform the customer that “we have tables for you, may I ask if all the guests are here now?”

• If all guests have arrived, refer to steps 3-7

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• If not all guest have arrived, inform the customer that only when all the guests are present, that they will be brought to their seats. Meanwhile, hostess can lead customers to waiting area, serve them with drinks and let them view the menu. (Followed by step 3-7). If diners have disabilities/young children, do offer them priority to tables.

SOP: Greeting Customer

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BP000F007

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Scenario 4: If no reservation was made & there is no vacancy (followed by steps 8-11)

The hostess will enter number of customer, contact number, name and remarks into the system for queue up (Follow step 6-7)

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Remarks: Please make sure the customer receives the queuing SMS

a) Hostess take customer to the waiting area to have a seat, serve customer with welcome drink and snacks, and say “Sir/miss, while waiting, please enjoy some snacks and drinks”

b) Let customer view the menu 让顾客先看菜单�(If customers are with physical disability or children, priority should be given to seating arrangements)

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Click “Join queue” Key in information Swipe right to create a guest

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BP000F007

Once there is vacancy

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1. Click the “call customer” button

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• Customer will receive notification on their mobile phone asking for a response.

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• Once the customer confirms, the “call customer” button will changed to a tick.

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When the customer arrives at the branches, follow BP000F005 – Telephone Reservation SOP procedure 3 & 4 .

SOP: Greeting Customer

SOP: Greeting Customer

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4. If there are steps or wet floor in front, immediately inform and point out the obstacles to them, by saying, “Please watch your step” or “be careful of the wet floor.” Use the shortest and most convenient way to get to the table.
5. When customer is led to the dining area, say “Welcome to Beauty in The Pot.” (The other service crew members should also say “Welcome”, and servers who are not attending to the customers would need to do a 90 degree bow.

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• Use palm-opening gestures to guide customers to sit, and take the initiative to pull chairs for customers. (if necessary)
• Do mention: “Please have a seat”. After the customer has seated down, please guide them on: "there are toothpicks and tissues in the drawer on the right side of the table for your own use. If you require any assistance, my colleagues in this area will also come to serve you.“
• After 3 steps, bend down and bow for 90 degrees, stay for 3 seconds, turn around and leave the customer and return to the entry foyer

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BP000F007

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3. Politely invite the customers in, saying, “This way please, (Name/Sir/Madam)”. Do address the customer by his or her name if you know the name. When leading customers to the table, walking 2-3 steps ahead and look back at customers to check if they are following. When changing directions, stop and gesture towards the next direction. Use an open palm when leading the way.

SOP: Greeting Customer

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BP000F007

8. Pay attention to whether the customer needs a basket to store their bags. (If necessary, please refer to future slides for the customer handbag placement and relevant SOP)

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• Share your name with the guest by saying: “Hello Mr Li, this is Mandy, and I will be in charge of your meals this evening. If you have any needs, please let me know”.

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• With both hands, you hand over the electronic/physical menu. Explain to customers how to use the electronic/physical menu.

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• Explain that some dishes are available in Full/Half portions.

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• Do also take this time to introduce our signature soups by saying: Say: “Please allow me to introduce you our six type of soup bases. Our Beauty Collagen Broth is made with top quality scallops and cook for more than 8 hours into the making of the robust and collagen-rich broths, it helps in beauty. Spicy Nourishing Broth (Pork Bone Soup) helps to boost for immunity and energy. Longevity Wild Pine Mushroom Broth (Vegetarian) helps to lower the risk of cancer. Vitamin C Tomato Sweet Corn Broth help to enhance our body immunity. Herbal Drunken Chicken Soup aids in improving blood circulation and strengthening one’s immunity. Cooling Coconut Broth helps to nourish the lungs, as well as to improve body immune system.”

SOP: Greeting Customer

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13. The staff may also ask if “while you are deciding, may I also ask if you would like to start off with some beverage ?”
14. If there are any on-going promotions, do highlight to the customer as well.

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• Proactively introduce the sauces, appetizers and fruits that customers can choose and match at the showcase, saying: "Mr/Miss, the sauces, appetizers and fruits on the showcase are self-service, you can choose and match. You will enjoy unlimited sauces, appetizers and fruits on the display stand for $XX.”

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• Thanks to the customer, saying: "If you need anything, please let me know, I'm Mandy. Please take your time to decide”.

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• After receiving the customer's order, the waiter takes the order to repeat the order with the customer.

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• Then, both hands collect the electronic menu from the customer, and put the electronic menu back into the grid at the bottom right of the table.

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• Then, pick up a few aprons and mobile phone bags with both hands, help the customer to wrap the apron and open the mobile phone bag to the customer. (According to the number of customers at the table) Put on an apron for the customer. (The bow is shown on the right)

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• Lastly, leave the table by saying “thank you, the food will be coming right up”.

SOP: Invite customer and food ordering

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BP000F008

1. Use palm-opening gestures to guide customers to sit, and take the initiative to pull chairs for customers. (if necessary)
2. Do mention: “Please have a seat”. After the customer has seated down, please guide them on: "there are toothpicks and tissues in the drawer on the right side of the table for your own use. If you require any assistance, my colleagues in this area will also come to serve you.“
3. After 3 steps, bend down and bow for 90 degrees, stay for 3 seconds, turn around and leave the customer and return to the entry foyer.

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Remark: Explain to colleague in that area to take over and serve the customers.

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Hostess

SOP: Invite customer and food ordering

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BP000F008

Crew leader / Senior crew / Service crew

4. Pay attention to whether the customer needs a basket to store their bags. (If necessary, please refer to BP000F008.1 for the customer handbag placement and relevant SOP)
5. Share your name with the guest by saying: “Hello Mr Li, this is Mandy, and I will be in charge of your meals this evening. If you have any needs, please let me know”.
6. With both hands, you hand over the electronic/physical menu. Explain to customers how to use the electronic/physical menu.
7. Explain that some dishes are available in Full/Half portions.
8. Do also take this time to introduce our signature soups by saying: Say: “Please allow me to introduce you our six type of soup bases. Our Beauty Collagen Broth is made with top quality scallops and cook for more than 8 hours into the making of the robust and collagen-rich broths, it helps in beauty. Spicy Nourishing Broth (Pork Bone Soup) helps to boost for immunity and energy. Longevity Wild Pine Mushroom Broth (Vegetarian) helps to lower the risk of cancer. Vitamin C Tomato Sweet Corn Broth help to enhance our body immunity. Herbal Drunken Chicken Soup aids in improving blood circulation and strengthening one’s immunity. Cooling Coconut Broth helps to nourish the lungs, as well as to improve body immune system.”

SOP: Invite customer and food ordering

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BP000F008

Crew leader / Senior crew / Service crew

9. The staff may also ask if “Would you like to start off with some beverage ?” We recommend you Luo Han Guo Tea, Sour Plum Soup and Fruit tea. These are our handmade drink.

(Note: Luo Han Guo is available in cold and hot, Sour Plum Soup is cold and fruit tea is hot).

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9. If there are any on-going promotions, do highlight to the customer as well.

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• Proactively introduce the sauces, appetizers and fruits that customers can choose and match at the showcase, saying: "Mr/Miss, the sauces, appetizers and fruits on the showcase are self-service, you can choose and match. You will enjoy unlimited sauces, appetizers and fruits on the display stand for $XX.”

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• Thanks to the customer, saying: "If you need anything, please let me know, I'm Mandy. Please take your time to decide”.

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SOP: Invite customer and food ordering

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BP000F008

Crew leader / Senior crew / Service crew

13. After receiving the customer's order, the waiter takes the order to repeat the order with the customer.

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• Then, both hands collect the electronic menu from the customer, and put the electronic menu back into the grid at the bottom right of the table.

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• Ask if customer is a member and say: “Sir/miss, are you our Paradise Group member?

(Please refer HQ000G003 Paradise Gourmet Rewards SOP)

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13. Then, pick up a few aprons and mobile phone bags with both hands, help the customer to wrap the apron and open the mobile phone bag to the customer. (According to the number of customers at the table) Put on an apron for the customer. (The bow is shown on the right)

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• Lastly, leave the table by saying “thank you, the food will be coming right up”.

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SOP: Invite customer and food ordering

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BP000F008

In case of system failure, please follow this procedure

Crew leader / Senior crew / Service crew

1. Pay attention to whether the customer needs a basket to store their bags. (If necessary, please refer to BP000F008.1 for the customer handbag placement and relevant SOP)

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• Share your name with the guest by saying: “Hello Mr Li, this is Mandy, and I will be in charge of your meals this evening. If you have any needs, please let me know”.

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• With both hands, you hand over the electronic/physical menu. Explain to customers how to use the electronic/physical menu.
• Explain that some dishes are available in Full/Half portions.

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• Do also take this time to introduce our signature soups by saying: Say: “Please allow me to introduce you our six type of soup bases. Our Beauty Collagen Broth is made with top quality scallops and cook for more than 8 hours into the making of the robust and collagen-rich broths, it helps in beauty. Spicy Nourishing Broth (Pork Bone Soup) helps to boost for immunity and energy. Longevity Wild Pine Mushroom Broth (Vegetarian) helps to lower the risk of cancer. Vitamin C Tomato Sweet Corn Broth help to enhance our body immunity. Herbal Drunken Chicken Soup aids in improving blood circulation and strengthening one’s immunity. Cooling Coconut Broth helps to nourish the lungs, as well as to improve body immune system.”

SOP: Invite customer and food ordering

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BP000F008

Crew leader / Senior crew / Service crew

6. The staff may also ask if “Would you like to start off with some beverage ?” We recommend you Luo Han Guo Tea, Sour Plum Soup and Fruit tea. These are our handmade drink.
7. (Note: Luo Han Guo is available in cold and hot, Sour Plum Soup is cold and fruit tea is hot).

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• If there are any on-going promotions, do highlight to the customer as well. Sir/miss, we have a XXX promotion right now, you can get it with any $50 purchase or more with $10 gift voucher.

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• Proactively introduce the sauces, appetizers and fruits that customers can choose and match at the showcase, saying: "Mr/Miss, the sauces, appetizers and fruits on the showcase are self-service, you can choose and match. You will enjoy unlimited sauces, appetizers and fruits on the display stand for $XX.”

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• Thanks to the customer, saying: "If you need anything, please let me know, I'm Mandy. Please take your time to decide”.

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SOP: Invite customer and food ordering

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BP000F008

Crew leader / Senior crew / Service crew

11. After receiving the customer's order, the waiter takes the order to repeat the order with the customer.

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• Ask if customer is a member and say: “Sir/miss, are you our Paradise Group member?

(Please refer HQ000G003 Paradise Gourmet Rewards SOP)

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13. Then immediately enter the dishes ordered by customer into the system.

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• After placing the order, put the order on the order booklet and send it back to the customer’s table. Say “Sir/miss, please confirm again.

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• After customer confirms, place the menu to the customer with both hands and put it back to the grid at the bottom right of the table.

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SOP: Invite customer and food ordering

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BP000F008

Crew leader / Senior crew / Service crew

16. Then, pick up a few aprons and mobile phone bags with both hands, help the customer to wrap the apron and open the mobile phone bag to the customer. (According to the number of customers at the table) Put on an apron for the customer. (The bow is shown on the right)

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• Lastly, leave the table by saying “thank you, the food will be coming right up”.

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SOP: Using Bag Holder

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1. When fully set-up, bag holders should look like the picture on the left. Make sure that it is stable. It should also be kept clean.

2. When customer is seated, bring over a bag holder. Explain that this would: �- Allow them to dine more comfortably �- Prevent their bags from getting food stain �- Prevent their bags from getting food odor

�( If customer is sitting on sofa chair or with extra empty chair, bah holder is not required)

3. Politely ask the customer if they would want to place their bag in the holder. “Sir/ Madam, I apologize for the interruption. Would you like to place your bag in the bag holder so that you could dine more comfortably?”

Note: Maintain a smile, and make sure that� the bag holder is stable.

BP000F008.1

SOP: Using Bag Holder

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4. Using an open palm, ask the customer to place their bag into the bag holder. Smile and maintain eye contact.

BP000F008.1

5. Using both hands, cover the bag holder. Make

sure that the bag holder is completely closed.

6. After closing the bag holder, place in on the customer’s right side as shown in the picture. Remind the customer to be careful, and not trip over the bag holder.

SOP: Serving & refilling drinks

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BP000F009

1. After the customer orders the drink, the staff member puts the prepared drink on the tray. (Corresponding amount of drink is around 80% full, alongside a coasters and a straw)

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• When serving customers their drink, let the customers know. “Good afternoon. Let me serve you your drinks.” Place coaster on the table before serving.

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• Then put the straw straight on the left side of the drink. After placing the cup on their left, say “Thank you. Please enjoy.”

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SOP: Serving & refilling drinks

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BP000F009

1. If the customer has ordered Fruit Tea, Pick up the teapot and add the tea to 80% full. Pay attention to the customer's cup.
1. When pouring drinks for customers, do not let drinks overflow, and the drink should be 80% full.
2. After you have poured the drinks, says “ Thank you, please enjoy your time.

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2. if the customer's cup is empty, take the initiative to ask and help the customer refill the tea.

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SOP: Serving food

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BP000F010

1. Before serving the food, make sure that there is sufficient space on the table.

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• Place the dishes facing the customers, and let them know the name of the dish. “This is XXX. Please enjoy.”

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• After serving the dish, cross out the item on the bill at the side of the table.

(Remark: Use a pencil/ pen, not fingernails)

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SOP: Serving food

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BP000F010

4. Ask the customer if they would need help cooking the items.

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• Check if the customer requires help to remove the excess layer of soup.

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• Avoid serving the food from the elderly and kids seat. When serving cooked food, try to serve based on seniority.

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• Ask the customers “How is the food? Do you like it?”
4. If yes, say “Thank you”
5. If no, refer to BP000F026 Customer Complaint SOP.”

8. After serving the last dish, let the customer know that all the items have been served, and if they would like to order anything else. “Good evening, all the dishes have been served. Would you like to order any more dishes?”
1. If yes, show them the menu, and add on the additional items to their bill
2. If no, draw a circle in the middle of the printed bill, and tell the customer “Okay. If you would like to order any additional items, please let me know.

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• Maintain a smile and say “Please enjoy”.

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SOP: Serving soup base

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BP000F010.1

1. The food runner will put the soup pot on the trolley.

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• The corresponding order sheet will be clamped alongside to identify the table number for the order

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• The staff members are to prepare 4 bottles for soup refill

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SOP: Serving soup base

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BP000F010.1

4. Top up the required soup bottles based on the soup bases that was chosen by the customer

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• Put it next to the soup pot and serve it together

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• If there is food, the way the ingredients are placed on the trolley:
• Trolley shelf (top): soup bottle and soup pot
• Trolley shelf (bottom): Ingredients

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BP000F010.1

7. When the staff member has reached the table, he/she will say: “Hello, I will serve you the soup now, please take note that the soup is really hot, please be careful”. At the same time, staff member would also ask the customer: “May I know which direction you would like the soup to be placed?, Which side should I put the spicy soup base?”

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• The staff member would also assist customers to turn on the power of the electronic stove to keep the soup hot.

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• Simply explain to the customer the different benefits of the soup base that they have ordered:

Our Beauty Collagen Broth is made with top quality scallops and cook for more than 8 hours into the making of the robust and collagen-rich broths, it helps in beauty.

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10. The staff member would also inform the customers that “the 4 bottles of soup broth has been prepared. Do let me know if you would like us to refill the soups”.

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• The staff member should also advice the customer that: “Please allow the soup to boil before adding or cooking any of your ingredients. Once boiled, you may like to have a taste of the soup base to help warm your stomach”.

SOP: Serving soup base

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BP000F010.1

12. When the customers are dining, if servers see the soup bubbling, please walk to the table and offer “Please allow me to remove the excess layer for you.”

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• “ Please enjoy.” Turn around to leave the customer and return to work.

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Note：The initial setting for the induction should be P7

The collagen soup base should be adjusted to P2 � The spicy nourishing soup should be adjusted to P1

*Remember to turn off the smoking machine*

SOP: Serving soup base

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BP000F010.1

1. Take a set of the soup bottles from the work bench

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• From the cambro, fill up the soup bottles with the corresponding flavours.

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• Do note that the soup bottles should only be filled to the neck, around 80% full.

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• Lastly, you may serve the soup bottles to the customer by placing them on the side trolley.

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Steps to refilling soup

SOP: Serving drunken prawn and shelling off

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BP000F010.2

1. The server would bring the drunken prawn out to the tableside and confirm their order.

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• “ Good evening, allow me to serve the drunken prawns. Please do not open the lid, and let the live prawns marinate in the alcohol for 15 minutes to prevent them from jumping when cooking.” I will be back to assist in the cooking once the time is up”

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• Place the live drunken shrimp on the food rack with the bone plate, knife and fork on the next level of the live drunken shrimp.

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Remark: Please be careful when pouring into the pot as it may bounce.

Ask the customer: “Do u need assistance to peel prawn shell”

(Please proceed to next slide for peeling the prawn shell)

SOP: Serving drunken prawn and shelling off

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BP000F010.2

1. Remove the cooked prawns from the soup pot and place it on an empty plate.
2. Prepare an empty plate as well as the shelling utensils (Knife and fork).
3. Firstly, use the fork to lock the shrimp in place before using the knife to remove it’s head.
4. Next, position the prawns with the fork and using the knife to remove the shell on the body.

Peeling prawn shell

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5. Finally, position the knife by removing the remaining bits of the shell and keeping while the tail.
6. Once all the prawns are peeled, serve it to the customers.

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SOP: Serving fish tofu

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BP000F010.3

（Ensure that when fish tofu is served, assist customer to cook）�

1. Servers to take the fish tofu and present the dish to the customers.

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• “ Good evening, please allow me to serve the fish tofu. When cooking the fish tofu, please do not stir the soup after placing them in to prevent it from breaking apart. Kindly let the tofu soak for 8 minutes before taking it out”

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• “ Please enjoy. Thank you.”

SOP: Serving homemade paste

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BP000F010.4

1. The staff member will bring out the Ebiko Prawn Paste (or other paste) from the kitchen and verify the table has ordered this dish.

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• The staff member will then say: “Hello, I am serving the Ebiko Prawn paste”, would you like me to place it in the soup base for you?

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• Using the special wooden spoon, flatten the roe so it is blended into the prawn paste.

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• Divide the Ebiko Prawn Paste into eight portions and add them to the soup. (At the same time, staff member should ask the customer if they wish to place them in any specific soup base)

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• When the staff member has completed the entire bowl, he/she may say: “Please enjoy. Thank you.”

SOP: Serving after-meal drinks

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BP000F010.5

1. Seeing that the customer’s meal is coming to an end, the staff member can step forward to ask if the customer would like to be served the after-meal drink.

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• Afterwards, the staff member may ask if the customer required soup to be added to the pot. If not, the staff member may turn off the power supply for the induction cooker.

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• Following which, the staff member may also inform the customer that “Dear Sir/Madam, I will be clearing the additional soup bottles for you.

SOP: Serving after-meal drinks

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4. Preparation of Yuzu Slushie

2-3pax, 30% full

5-6pax, 60% full

7-10pax, 80% full

4(a) The Yuzu slushie is placed as per the image below:

• The smoothie cup is on the right side of the tray
• The smoothie pot is directly above the tray
• Wet paper towels are spread out on the bottom left of the tray

4(b) Portion of Yuzu slushie

1

2

3

4

5

Take the right amount of ice with a crushed ice scoop

Spread the ice evenly on the tray

Place the cups accordingly to the number of guests

Get a smoothie jug, fill the jug according to the number of customer

Place the scoop into the jug and prepare wet wipes according to the number of customers

SOP: Serving after-meal drinks

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5. Present it to the customers and say: “Dear customers, here is your grapefruit smoothie and wet paper towels. The grapefruit smoothie helps to remove oil and greasy. Please enjoy!”

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• Pout smoothie 80% full into the small cups that have been prepared.

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• Tear off the wet towel paper and hand it over to customers with both hands. And say: Dear customer, thank you for visiting Beauty in The Pot. We look forward to see you again.

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• If customer requests to add smoothie, prepare pot of smoothie from the bar. (Repeat step 4 for grapefruit smoothie before serve it to customer)

SOP: Serving cake

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（Table must be cleaned bore serving cake）�

1. For 2-4 people, cut the cake in half, arrange it with fruits and marshmallows, and put a candle in it.

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• For more than 5 people, provide a whole cake, decorate with fruits and marshmallows, and put in a candle.

SOP: Bill settlement

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1. When customer expresses to pay bill, say: “Sir/miss, please take your order and go to cashier to check.” Guide the customer to the direction of cashier.

2. Open the bill clipped in the payment booklet with both hands and present it to customer. Let customer check and confirm the bill.

Scenario 1: No promotion

1）Say: “Sir/miss, please check your bill” Scenario 2: There is promotion

1）say: “ Sir/miss, Please check your bill.”

2）say: “ We have xx credit card promotion, do u have xx credit card?

3. At the same time, cashier must ask customers if they are Paradise Group member. If they are, remind customer that there is an additional rebate for using company’s cooperative bank credit card. Also ask if they want to accumulate point or use P$。

Note: When interacting with customers, servers must inclined 45 degree to ensure eye contact with customers, always smile and speak clearly without rushing.

​

1：Cashier checkout

• Customer pays with credit card：

SOP: Bill settlement

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4. Cashier takes the customer’s credit card with both hands

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• Press the pen to writable state and remind customer to sign at the billing signature location, say: “Sir/miss, this is your bill, please sign here”

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• Point out the location to be signed

Scenario 1: Customer pays with credit card

SOP: Bill settlement

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7. Fold up bills and credit card slips to be given to customers.

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• Hand over the folded bill and credit card to customer with both hands and says: “Sir/miss, this is your bill. Thank you, hope to see you again”

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[If customer is a member, remind the total accumulated points at the point of time]

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9. Clipped the customer signed receipt and place it at the designated location in the drawer.

SOP: Bill settlement

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(Repeat step 1-2)

​

Scenario 1: No promotion

say: “Sir/miss, please check your bill”

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3. At the same time, cashier must customers if they are Paradise Group member. If they are, ask customer if they want to accumulate point or use P$。

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• Receive the cash with both hands and count it in front of customer.

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• Place the change and bill in the booklet and hand it over to customer with both hands, so that customer re-confirm the amount of the bill and change.

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(Repeat step 7-9)

• Customer pays in cash

SOP: Bill settlement

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1. When customer asks for bill, politely ask customer to wait patiently. Go to the cashier counter to prepare the bill and hand it over to customer.

​

• Take out the clipped bill in the booklet with both hands and present it to customer. Let customer check and confirm the bill.

Scenario 1: No promotion

1）Say: “Sir/miss, please check your bill”

Scenario 2: The is promotion

1）say: “ Sir/miss, Please check your bill.”

2）say: “ We have xx credit card promotion, do u have xx credit card?

Note: When interacting with customers, servers must inclined 45 degree to ensure eye contact with customers, always smile and speak clearly without rushing.

​

2. Tableside checkout：�

3. At the same time, cashier must ask customers if they are Paradise Group member. If they are, remind customer that there is an additional rebate for using company’s cooperative bank credit card. Also ask if they want to accumulate point or use P$。

• Customer pays with credit card

4. Ask customer to place credit card at the payment booklet and hand it over to the cashier counter.

SOP: Bill settlement

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5. Print the bill

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• Return to the tableside and say politely: “Sir/miss, this is your bill, please sign it.”�
• Point out to the customer to location that need to be signed.

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• Fold the bill and credit card and hand it to customer with both hands, say: “Sir/miss, this is your bill. Thank you and hope to see you again.”

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[If customer is a member, remind the total accumulated points at the point of time]

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9. Step back 3 steps, bend down and bow 90 degree, stay for 3 seconds. Turn around before leaving customers.

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SOP: Bill settlement

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10. Receipt signed by customer should be place at the designated location in drawer.

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• Customer pays in cash

Repeat step 1-3

4. After customer places cash in the payment booklet, hand it to the cashier counter.
5. Receive the cash with both hands and count it in front of customer.
6. Print the bill.
7. Place the change and bill in the booklet and hand it over to customer with both hands, so that customer re-confirm the amount of the bill and change.

Repeat step 8-9

​

SOP: Collection of Cutlery

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1. Clean up leftover food at the designated

refuse area.

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3. Plates, bowl, teacups are to place at the

designated container.

(Glasses are to bring it to the bar area)

2. Plates from kitchen are to place at the

designated container.

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4. Soak separately according to the type of tableware.

SOP: Collection of Cutlery

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6. Chopsticks are to soak in round designated container.

5. Soup spoon and saucers are to soak in the designated container.

4. Stainless steel utensil are to soak in the designated container.

7. Bamboo related items are to soak in the designated container.

SOP: Collection of plates, bowls and stoves

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1. Dispose leftover food at designated residue collection points.

3. Put the rinsed dishes/stoves in a specific dish rack. (Glasses are to bring to the bar area)

2. Rinse away food residue from dishes / stove.

SOP: Collection of plates, bowls and stoves

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4. Send the dishes to the dishwasher.

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5. Put the washes dishes on the rack to dry.

SOP: Disinfecting dining chairs

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1. After daily operation, bring a pail of water and designated cloth to clean the dining area.

​

• Clean all dining foot set (table and chair) with a pail of clean water and designated cloth.

3. Take note of the cleanness on the cushion/fabric chairs.

(Used brush to brush off dirt that stays on chair)

Chair cleaning：

SOP: Clearing table

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1. Return to the table, remove and pour the food remains into the black bin.�

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• Using the black tongs, pick up other non-food waste such as tissue paper, wet tissue, used aprons or prawn shells.

SOP: Clearing table

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3. Return the black bin onto the trolley.

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• Stack all used bowls in a neat and safe manner.

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SOP: Clearing table

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General arrangement of trolley

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** Sanitizer is hang on the handle of dining cart

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5. Do place the tableware on the top row of the trolley. Used Utensils to be placed in the small black bin on the top row of the trolley.
6. Place the used kitchen wares on the second row of the trolley.
7. Place the hotpot at the bottom of the trolley.

SOP: Clearing table

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8. Once the plates has been cleared, utilized the cleaning equipment to sanitize and clean up the table.

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Steps to wipe table：

*Do ensure that the right cloth color is used for the cleaning

To note:

​

Wipe in a circle, in the same direction. Pay attention to the edge of the table when wiping the table top

��

Place the red bucket

on the induction cooker

Utilize the red cloth, to clear up the table top thoroughly

Ensure that stainless steel frame is lifted, to wipe or remove debris

SOP: Clearing table

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9. Spray the disinfectant on every corner of the table top, and then use a designated dry cloth to wipe dry.

(Reminder: Wipe in a circle, the direction should be the same)

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10. Spray table clean on the edge of the induction cooker, and then use a designated dry cloth to wipe dry.

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• When wiping the table, make sure that all the chairs are free from any rubbish or debris. If there is any oil stains, use the designated cloth to wipe off the stains before arranging the chairs.

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SOP: Cleaning of Induction Cooker

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1. After the afternoon or lunch hour, the staff members would usually prepare the cleaning equipment and prepare to clean all the induction cooker.

- Equipment required are the red bucket and

red cloth.

2. Carefully remove the stainless steel bracket from the induction cooker

3. Next, remove the inner stainless steel brackets from the induction cooker

4. Remove the induction cooker.

Take note of the electrical wires

5. Use the red cloth to do a thorough wipe down. Beware as edge might be sharp

SOP: Cleaning of Induction Cooker

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6. Wipe the surface of the induction cooker thoroughly. Once completed, assemble back the stainless brackets accordingly.

SOP: Preparation of Beverage Trolley

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1. Fill up with ice water and hot water, e.g. Luo Han Guo tea and sour plum soup every day before opening, as shown in the picture.

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• Pour out the ice water, Luo Han Guo tea and sour plum soup in Shui Zari after the business is over at noon and evening.

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• Use a sponge brush with detergent (2/3 small cup) to clean the inside/outside/bottom/lid.

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• Teapots are also washed in the same way. After washing, put the water peg and the teapot on a clean tray to dry.

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Ice water

Luo Han Guo (cold)

Sour plum soup (Cold)

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Luo Han Guo (hot)

Hot water

SOP: Preparation of Beverage Trolley

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Thorough cleaning SOP (once a week):

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1. Place the water canister in the tub and add hot water

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• Add about 10g of dishwashing liquid and soak for 30 mins.

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• Once 30 mins is up, scrub thoroughly

SOP: Categorize & Cleaning Cutlery

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Staff member will receive clean tableware from the dishwashing area and staff members are required to wipe dry with a designated dry towel. (If tableware are still unclean, return it directly, and wash it again by the dishwashing department) Put the wiped tableware on the designated workstation and tableware cart.

SOP: Categorize & Cleaning Cutlery

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15 个

30个

Small bowls for sauce

(15 bowls per stack)

Coupe saucer for serving plates (30 plates per stack)

SOP: Categorize & Cleaning Cutlery

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1. Dry the chopsticks with the designated towel. Put the dried chopsticks in the designated position of each workstation.

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• Pick up chopsticks from the dishwashing area, pick the heads and tails neatly, and place them in the designated

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• Fill the clean bucket with hot water.

SOP: Preparation & Cleaning of Serving Tray

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1. Before opening every day, each service area will prepare the right quantity of serving trays.

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• After lunch and evening service, use detergent (2/3 small cup) sponge for cleaning of used trays

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• Place the cleaned tray on the table top to dry

SOP: Designated Cleaning Cloth

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Dirty table top

(Red)

Disinfect table top (Green)

Wiping of furniture (Blue)

Wiping dry of tableware (White)

Bar area

(Yellow)

SOP: Disinfection of Cleaning Cloth

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1. Use the designated small measuring cup to fill 200 ml of detergent.

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• Pour 3000 ml of hot water into the designated bucket

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• Use the designated small measuring cup to measure 100ml of detergent and pour the hot water into the bucket and stir evenly

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SOP: Disinfection of Cleaning Cloth

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4. Soak the cloth in the blue bucket

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• After 10 mins of soaking, take out the cloth and rinse them thoroughly

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SOP: Disinfection of Cleaning Cloth

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6. At the end of noon and dinner operation, collect all designated cloth and soak it in designated container.
7. Lay the cleaned clothes on the work surface to dry

NOTE:

1. The designated cloth is Square.

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• Washed cloth for table disinfection (Green), cloth for chair (Blue) and cloth for drying cutlery (White) with clean water, wring dry and place it at the table to air dry.

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• For dirty table cloth (Pink), repeat the above 1-6 steps.

SOP: Customer Lost Item

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1. After customer left, check around if there’s any item that are left behind. If found any valuable item such as: Wallets, Handbag, Mobile phone, Jewelry and etc.. notify the Supervisor/Captain and handover item immediately.
2. Supervisor/Captain will need at least 2 staff to be at presence in order to check the belonging in the bag.
3. Check reservation booklet for customer’s contact number.
4. Call customer immediately if contact found on the reservation.
5. If customer did not make any reservation, you may check the credit card and call the bank by the name of the credit card in the wallet and let them inform customer about the lost of their belonging at Beauty in The Pot restaurant.
6. Clearly record customer lost item, total amount and sign on the record book.
7. Inform operation manager.

SOP: Handling Customer Complaints

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Handling Customer Complaints

1. When customers complaint about dish serving is too slow, service staff will firstly apologize to customer and immediately report to the In-Charge. While In-Charge check with kitchen staff, service staff will need to respond back to customers (Ensure dishes to be within 3-5mins). After customer finished their meal, serve them a complimentary dessert and have a namecard exchange (Introduce yourself and exchange namecard with both hand).
2. When customers have finished all their dish and left with the fish which yet to serve, service staff will firstly apologize to customer, check with kitchen immediately and inform customer on the waiting time the fish will be serve (Serving time not allow to be more than 10mins). Chat and serve tea for customer till dish are served, after customer finished their meal serve them a complimentary dessert.
3. When customer complaint about dishes serving too fast, service staff should apologize to customer immediately and inform In-Charge on the issue. In-Charge should inform kitchen staff. Food that are ready to served can divert to other customer table. Inform service staff to take note on customer body language as to serve food on time. After customer finished their meal serve them a complimentary dessert.

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SOP: Handling Customer Complaints

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4. When customer complaint about unknown debris in the dish, service staff should apologize to customer immediately and take the dish away and inform In-Charge. In-Charge will need to apologize to customer immediately and ask customer politely whether to change to other dish or have back the same dish. After customer finished their meal, serve them a complimentary dessert and inform customer they may have one of the dish free on their receipt when the next visit and they have to look for manager.
5. When customer complaint about bad service, service staff should apologize to customer immediately and inform In-Charge. In-Charge will apologized to customer again and change another service staff to serve the customer.
6. When customer complaint food not fresh, service staff should apologize to customer immediately and understand what’s the issue on food and inform the In-charge. In-charge will need to inform Chef immediately on the issue and if it’s caused by kitchen, will need to change another dish, re-cook another dish or cancel the dish. After customer finished their meals, serve them a complimentary dessert and inform customer you have inform the kitchen and solve the issue.

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SOP: End of the Day Operation

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1. Ensure all sauce are cleaned and store at the proper place.
2. Ensure all table are being disinfected.
3. Ensure all designated cloth are properly washed/soaked.
4. Ensure all display area hotpot sauce are clean, properly seal and keep it at the designated place.
5. Ensure floor are properly clean and all trash are being throw away.
6. Ensure that playground facility are kept clean and undamaged.
7. Ensure all receipt/statement are properly printed out and keep in the designated bag for the fiancé department.
8. Ensure all cash float are clear , fill in sales form and put into the safe box together with the bank deposit slip.
9. Ensure only morning and night shift In-charge are allow to know the password of the safe box.
10. Ensure the IPAD Mini is charging.
11. Ensure all air conditioning is being turn off.
12. Ensure kitchen and bar cabinet is properly closed and all stove are being off.
13. Ensure all lights are being off.
14. Ensure the door/keypad/door chain is properly lock and the alarm system are being turn on.

SOP: Closing – End of The Day Operation

1. Ensure all sauce are cleaned and store at the proper place.
2. Ensure all table are being disinfected.
3. Ensure all designated cloth are properly washed/soaked.
4. Ensure all display area hotpot sauce are clean, properly seal and keep it at the designated place.
5. Ensure floor are properly clean and all trash are being throw away.
6. Ensure all receipt/statement are properly printed out and keep in the designated bag for the fiancé department.
7. Ensure all cash float are clear , fill in sales form and put into the safe box together with the bank deposit slip.
8. Ensure only morning and night shift In-charge are allow to know the password of the safe box.
9. Ensure the IPAD Mini is charging.
10. Ensure all air conditioning is being turn off.
11. Ensure kitchen and bar cabinet is properly closed and all stove are being off.
12. Ensure all lights are being off.
13. Ensure the door/keypad/door chain is properly lock and the alarm system are being turn on.

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SOP: CLOSING – END OF THE DAY OPERATION

SOP: Playground Advisory

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1. Before opening or after closing, it is important to ensure that playground facility are clean and undamaged.

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���

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2. Prepare designated blue bucket and light blue cloth (for cleaning furniture), mix 1000ml of hot water with 1500ml cold water, and pour 50ml of disinfectant into the blue bucket。��

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������

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SOP: Playground Advisory

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3. Disinfect the handles of playground.

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• Sanitize the surface, edges and shoes racks of the playground.

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• Use broom to sweep the floor
• Clean the glass window.