17.KITCHEN(STEWARD-4)330-347.doc

348KITCHEN&FODD PREPARATIONJOB SATEGORY WINNERSTEWARD SUPERVISOR SHERATON MIRAGE GOLD COASTTASKSHOTEL ORIENTATIONDEPARTMENT ORIENTATIONSHIFT CHANGING COMMUNICATIONASSIGNING WORK TASKSCOMMUNICATING WITH THE WORKERSCOMMUNTCATING WITH THE MANAGERSMAINTAINING ATTENDANCE AND PROMPTNESSRECORDSHANDLING DISCREPANCIES FROM STANDARD IN WORK PERFORMED OR RULES AND REGULATIONSPREPARING ACCIDENT REPORTSROLE OF SUPERVISORSETTING GOALSGIVING EFFECTIVE INSTRUCTIONSLISTENING SKILLSDISCIPLINE PROCESSPREPARING A TRAINING SESSIONCONDUCTING A PERFORMANCE APPRAISALCONDUCTING SHIFT MEETINGSSTANDARDS AND PROCEDURESDEPARTMENT:STEWARDING JOB CATEGORY: ASST . CHIEF STEWARDHEAD: CHIEF STEWARD G . M . APPROVAL: DATE:TASK: HOTEL OREINTATIONSTANDARD: PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT:STEWARDING JOB CATEGORY: ASST . CHIEF STEWARDHEAD: CHIEF STEWARD G . M . APPROVAL: DATE:TASK: DEPARTMENT ORIENTATIONSTANDARD: All stewards on their first day of work must undergo a department orientation following the procedure listed:PROCEDURE:1. Upon pocking up the steward from personnel, explain the show:A. Time card clocking in /out procedures.B. Locker room/toilets.C. Uniforms changing procedures.D. Staff canteen2. On entering kitchen area, introduce to:A. Executive Chef.B. Sous Chef.C. Members of Stewards Department.D.Areas of kitchen e.g. Pastry, production, butchers, dry store etc.3. Introduction and explanations on procedures of:A. Time sheets.B. Rosters.C. Roles of Stewards Department and its relation to all F&B outlets.A. Meal/coffee breaks.B. Safety and accident prevention programme.STANDARDS AND PROCEDURESDEPARTMENT: STEWARDING JOB CATEGORY: ASST. CHIEF STEWARDHEAD: CHIEF STEWARD G. M. APPROVAL: DATE:TASK: AHIFT CHANGING COMMUNICATIONSSTANDARD: Good communications between supervisors in a shift change over is essential to maintain a smooth effective operation. This can be achieved by following procedures listed.PROCEDURE:1. Record work done in log book.2. Exchange information regarding work still in complete.3. Information to next shift on tasks allocated for that shift.4. Information of a steward has called in sick, etc.5. Maintenance repairs underway and still incomplete.6. Message to be passed on if any.STANDARDS AND PROCEDURESDEPARTMENT：STEWARDING JOB CATEGORY：STEWARD SUPERVISORHEAD：CHIEF STEWARD GMAPPROVAL： DATE：TASK：ASSIGNING WORK TASKSSTANDARD： Supervisors when assigning work task to follow procedures listed. PROCEDURE：1. Be precise and clear on what needs to be done.2. Make sure assignment is understood and repeated to your satisfaction.3. Assign time limit for completion of task.4. Check assignment is completed according to standard.STANDARDS AND PROCEDURESDEPARTMENT：STEWARDING JOB CATEGORY：STEWARD SUPERVISORHEAD：CHIEF STEWARD GMAPPROVAL： DATE：TASK：COMMUNICATING WITH THE WORKERSSTANDARD： Good communications between stewards and supervisors is essential to achieving objectives and responsibilities of the department. PROCEDURE：1. Good communications can build and foster:A. A good working relationship between supervisor and stewards.B. Clear understanding of what needs to be achieved.C. Understanding objectives and responsibilities of department as a whole.2. This can be achieved by:A. Supervisor giving clear precise instructions.B. Explanations on timings limitation on work tasks.C. Encourage feedback and suggestions from stewards.D. Treating the steward as a valuable member of the department.E. Working with fellow stewards to maximize work output and to lead by example.STANDARDS AND PROCEDURESDEPARTMENT：STEWARDING JOB CATEGORY：STEWARD SUPERVISORHEAD：CHIEF STEWARD GMAPPROVAL： DATE：TASK：COMMUNICATING WITH THE WORKERSSTANDARD： Good communications between managers and supervisor is essential to ensure a smooth running operation of the Food and Beverage Department. PROCEDURE：Good communications between managers and supervisors can be achieved by:A. Understanding and confirming work tasks and time limits.B. Constantly re-confirming time schedules where there are constant changes.C. If a dispute should crop up, remain calm, try to settle dispute in private or seek assistance from Department Head for clarification if required.STANDARDS AND PROCEDURESDEPARTMENT：STEWARDING JOB CATEGORY：STEWARD SUPERVISORHEAD：CHIEF STEWARD GMAPPROVAL： DATE：TASK：MANTAINING ATTENDANCE AND PROMPTNESS RECORDSSTANDARD： Attendance and promptness records must be established and maintained at all times.PROCEDURE：1. Log into diary any non attendance or promptness by:A. Enter name of steward concerned.B. Time actually arrived if late.C. Reasons for being late or not coming to work as rostered.D. Fill and submit to personnel absentee form.2. This is to provide:A. A work attendance/promptness history.B. Provide precise background details in the event a conduct and ability report is required.C. Protect hotel and management with precise details of grievances brought by employee.STANDARDS AND PROCEDURESDEPARTMENT：STEWARDING JOB CATEGORY：STEWARD SUPERVISORHEAD：CHIEF STEWARD GMAPPROVAL： DATE：TASK：HANDLING DISCREPANCIES FROM STANDARD IN WORK PERFORMED OR RULES AND REGULATIONSSTANDARD： All discrepancies from standard in work performed or rules and regulations will be handled in privacy following procedures listed. PROCEDURE：1. Speak with steward concerned in private regarding particular problem or discrepancy.2. Ask stewards for feedback or reasons for discrepancy.3. Remember to remain calm and only comment on performance of steward involved.4. Listen effectively to feedback.5. Decide if feedback is valid to discrepancy involved.6. If feedback is not valid, reaffirm what standard is required from the steward and get commitment from him to perform within guidelines of standard or rules and regulations.7. If this is not possible, report matter to Chief Steward for further action.STANDARDS AND PROCEDURESDEPARTMENT：STEWARDING JOB CATEGORY：STEWARD SUPERVISORHEAD：CHIEF STEWARD GMAPPROVAL： DATE：TASK：PREPARING ACCIDENT REPORTSSTANDARD： All accidents must be prepared into correct accident report form attached by following procedures listed. PROCEDURE：1. Use the Sheraton Corporation Employee report and investigation form.2. Fill in all details after listening to steward concerned regarding the accident.3. Steward to fill in section two of accident report.4. Supervisor to complete with precise and accurate details section one, three, four and five of accident report.5. Submit accident report to Safety Manager with copies to Chief Steward, report to Safety Manager with copies to Chief Steward, and Safety Officer, Stewards Department.STANDARDS AND PROCEDURESDEPARTMENT：STEWARDING JOB CATEGORY：STEWARD SUPERVISORHEAD：CHIEF STEWARD GMAPPROVAL： DATE：TASK：POLE OF SUPERVISORSTANDARD： The Supervisor has a most important function to maintain and ensures a smooth and orderly flow of work tasks required for the day-to-day running of the department. PROCEDURE：1. Be aware of what is required to be done, its scheduling and priority.2. Ensure all tasks are carried out to the standard required.3. Liaise with all Food and Beverage Outlets and kitchen to confirm work tasks required.4. Delegate work tasks to stewards.5. Maintain supplies required for work tasks.6. Maintain a smooth efficient operation in Stewards Department.7. Maintain good communications between mangers and stewards.8. Maintain and record in diary all work done, attendance, promptness, etc.9. Maintain kitchen in a clean and sanitized condition.10. Reports to Chief Steward.STANDARDS AND PROCEDURESDEPARTMENT：STEWARDING JOB CATEGORY：STEWARD SUPERVISORHEAD：CHIEF STEWARD GMAPPROVAL： DATE：TASK：SETING GOALSSTANDARD： Setting goals is important to maintaining a smooth efficient department and can be achieved by following procedures listed: PROCEDURE：1. Have goals that are:A. Achievable in a limited time frame.B. Set standards for goal.C. Can be measured for results.2. This can be achieved by:A. Knowing what is required to achieve goal and its standards.B. Clear and precise communication of goal to stewards.C. Allow feedback from stewards when setting goals.D. Getting commitment form stewards to achieve goals.E. Set time limits to measure progress or completion of goals.STANDARDS AND PROCEDURESDEPARTMENT：STEWARDING JOB CATEGORY：STEWARD SUPERVISORHEAD：CHIEF STEWARD GMAPPROVAL： DATE：TASK：GIVING EFFECTIVE INSTRUCTIONSSTANDARD： All instructions given must be clear and precise and seek confirmation of understanding of instructions given. PROCEDURE：1. Give clear and precise instructions for work tasks required to be done.2. Make sure this is understood by listener by asking him to repeats instructions.3. Repeat if necessary.4. Good results can only be achieved if the listener has clearly understood what is required of him. Effective instructions are essential to achieving objectives of the department.STANDARDS AND PROCEDURESDEPARTMENT：STEWARDING JOB CATEGORY：STEWARD SUPERVISORHEAD：CHIEF STEWARD GMAPPROVAL： DATE：TASK：LISTENING SKILLSSTANDARD： Listening skills are as important as giving effective instructions and must be achieved by following procedures listed. PROCEDURE：1. Concentrate and try to understand what is being said.2. Do not try to from opinions before completion of message.3. Be attentive and ask questions if you dont understand what is being said.4. Give feedback to confirm understanding.5. Action and respond if required.STANDARDS AND PROCEDURESDEPARTMENT：STEWARDING JOB CATEGORY：STEWARD SUPERVISORHEAD：CHIEF STEWARD GMAPPROVAL： DATE：TASK：DISCIPLINE PROCESSSTANDARD： All discipline process must be conducted following procedures listed. PROCEDURE：VERBAL WARNINGS1. Fill in details in C and A as required for verbal warnings.2. When authorization is complete, bring steward to office in private and hand over report for him to read. Also a witness.3. Make sure he understands why he is being disciplined and explain the standard required.4. Get steward to sign report if possible and try to get commitment to sign report if possible and try to get commitment to achieve standard.5. Three written warnings applied before going further.6. When a dispute arises between supervisor and steward concerned with performance or rules and regulations, they should approach in order of priority, the Chief Steward, the Food and Beverage Manager ad finally the Personnel Director.STANDARDS AND PROCEDURESDEPARTMENT：STEWARDING JOB CATEGORY：STEWARD SUPERVISORHEAD：CHIEF STEWARD GMAPPROVAL： DATE：TASK：PREPARING A TRAINING SESSIONSTANDARD： Training sessions must be prepared at all times following procedures listed. PROCEDURE：1. List the objective/goal of that training session.2. Prepare a list of how that goal can be achieved.3. Set a standard of performance.4. Set a time limit to measure results.5. Check accuracy of training materials and possible ways of delivery.6. Choose an appropriate day and time to conduct training session.S