Documente Academic
Documente Profesional
Documente Cultură
2,018
Index.
Introduction_______________________________________________3
Objectives_________________________________________________4
chapter # 1________________________________________________6
chapter # 2___________________________________________________16
chapter # 3___________________________________________________26
chapter # 4___________________________________________________39
chapter # 5___________________________________________________47
conclusion____________________________________________________65
recommendations______________________________________________66
bibliography___________________________________________________67-69
[Fecha]
2
Introduction:
The Manual of operating procedures is an essential for restaurants tool for the
development of daily activities within the restaurant, it is a guide for the personnel
that Works Within the company. Basic concepts are exposed in the same acerca
cooking, hygiene and sanitation, cleaning, disinfection, proper handling of different
types of food, forms reception, storage, functions Corresponding to each job.
Much time has-been debated about the consumption of Food and its effects on the
health of people but the bad reputation That Has Been Given to it, is due in large part
to the lack of basic knowledge on good manufacturing practices and the disrespect
for quality standards
[Fecha]
3
Misión.
Visión.
[Fecha]
4
chapter # 1
[Fecha]
5
How to take orders from customers
Before taking the order you have to be sure that you carry your notebook, your pen
and everything you need to get rid of you so that afterwards you do not waste your
time and walk an extra pen if one of the clients needs one.
4-make sure you take the order from each client so that you receive the dish
5-when serving you have to do it based on the side that rotate the hands of the clock
and something very important is to serve the ladies first and then the gentlemen or
gentlemen and if the host is at that table has to be the last in to serve.
6-Equal to serve the wine you have to do it carefully so as not to spill wine on the
food or on the client so as not to have problems and that customers do not complain
about your service.
[Fecha]
6
Grammar How should a waiter be?
1-the waiter should always have a good attitude, smile and behave in a friendly
manner.
2-must have a suitable wardrobe. That is, with comfortable shoes and anti-slip.
3-if the client arrives alone, it is not good to ask him if he expects someone, but he
should ask better if he has a reservation.
4-You should not despair if diners do not know yet what to order. Therefore, patience
is essential.
5-the waiter should always know what dishes are not in service so he can
communicate to customers.
7-a waiter should not remove the dishes if the customer has not finished or if the
other people have not finished
[Fecha]
7
UTENSILS OF A WAITER
2 pens
Notebook
Lighter
Corkscrew
[Fecha]
8
Lito
Gueridon Azafate
9
QUESTIONS THAT CUSTOMERS ASK AT THE TIME OF SERVICE AND THE
ANSWERS YOU SHOULD GIVE.
At the time of service, customers will ask questions which you will have to answer
depending on what they want to know.
Below are some examples of the questions that customers ask at the time of service.
It is necessary that the password is easy to remember so that you can answer
without having to leave the table to consult it.
It is one of the most repeated and common questions that customers ask, so you
have to know what ingredients that dish has
When a client is a tourist, he may ask what tourist places are around, you have to
know the tourist places near the restaurant.
[Fecha]
10
4-Do you relay the match?
Sometimes some fans come looking for a place where there screen to see their team
play. That's why you have to be prepared and know where they pass only games so
as not to be lost looking for the match
In this question you are not a fortune-teller to know what wine you liked or with what
meat goes better, so you have to know the winery where they keep the wines with
that you will have a point in your favor because you will not have to ask where the
winery is located.
[Fecha]
11
The indefinite articles are "a" and "an", which both translate as "a" or "an". Your
number is unique. "A" is used: when the next word begins with the sound of a
consonant. An "an" is used when the next word begins with the sound of a voice. An
indefinite article is used to refer to any object of the same class, but not to a
particular one.
Defined: Did I buy the computer I wanted? (Did you buy the computer you wanted?
Defined: I met Luke and Sarah, the young couple who live across the street. (I met
Luke and Sara, the young couple who lives opposite.)
Indefinite: Luke is a young man and Sarah is a young woman. (Luke is a young
man and Sara is a young woman.)
Defined: When I grow up I want to be the best actress in the world. (When I grow up
I want to be the best actress in the world.)
actress.)
12
CONVERSATION EXAMPLE OF A CUSTOMER AND THE SERVER TAKING THE
ORDER.
Ordering food.
Mónica: I´ll have the grilled steak and a side order of fries.
Waiter: ok, steak and fries. What would you like to drink.
Vocabulary
-breakfast
-lunch
Chicken
Beef
Fish
Salmon
Tuna
Seafood
Etc.
-bubbly wáter
-black pepper
[Fecha]
-butter
[Fecha]
15
Chapter # 2
[Fecha]
16
1.1. Technical vocabulary that should be used in a restaurant.
Water
Mineral water
Pub
Drink
Alcoholic beverage
Non-alcoholic beverage
Refreshing drink
Waitress
Waiter
Roast
Wine list
Champagne
Chef
Client
Glass of wine
Spoon
Knife
The covered
Specialty
Chef's specialty
[Fecha]
Frozen
17
The bill, the bill
Vegetables and vegetables
Complaints book
Tablecloth
Three-course menu
Table
Palliser
Pasta
Pepper
Plate
Coasters
Dessert
Tip
Reserved
Book a table
Restaurant
Self-service restaurant
Salt shaker
Napkin
Napkin holder
[Fecha]
Chair 18
Soup
Fork
Glass
Wine
Http:// www.mansioningles.com/vocabulario59.htm
[Fecha]
19
1.2. Necessary utensils that should be used in a restaurant.
Glass of wine
Cup of water
[Fecha]
20
Dish for dessert
Entrance plate
Two
Three
Four
When for?
This evening at …
Seven o'clock
Seven thirty
Eight o'clock
Eight thirty
Tomorrow...
[Fecha]
21
Carta/ menu
Bill
Breakfast
Lunch
Dinner
Dessert
Waiter/ waitress
Chicken
Beef
Fish
Vegetables
Salad
Bread
Rice
Tea
Water
Beer
Salt
Pepper
I want ….
I’m finished.
It was delicious.
[Fecha]
23
1.3. Useful phrases to order food in the restaurant.
May I have a… (bottle of wine, beer, soda)? What’s all, thank you
24
WELCOME GREETING.
When the client enters the premises, if nobody approaches him, he will feel ignored.
The receptionist, maitreira or whoever is in charge of this task, should greet the
diner. If you are busy, you could make a nod and a smile, indicating that you have
already seen it and that you will be with it as soon as possible, or even indicate that
you can sit down to your liking if it is not a restaurant with reservations.
It could happen that you have to warn the client that he will have to wait to
be placed at a table. it is preferable not to use phrases like "in two minutes ...", "the
wait is fifteen minutes ...", if they do not respond to reality. if there are delays, you
can offer to take reservations, or make a waiting list. make sure you have a nice
space to wait, with some distraction such as TV, music or posters; you can offer a
free drink or snack if the wait is extended.
Before assigning a place to the client, if there is a possibility, give him options on the
table where he can be located. To appreciate the wait, move the chair or help with
the coats are cordial gestures that will not go unnoticed, and that however small they
may be, they offer a significant added value to the integral service and the client's
perception. Once accommodated, the wait for attention or the dishes is always more
pleasant with bread or a courtesy entrance or drink; the empty table increases the
client's anxiety.
Keep a friendly conversation with the client, without falling into informality. When you
ask a question, listen and respect the answer. The criteria should be discretion,
prudence, reserve and precision. Do not recite the specialties as if you were a robot,
the client wants to feel that he is being attended to in a personal and special way.
[Fecha]
25
Chapter # 3
[Fecha]
26
Description of the dishes and the definition of the terms in the context of a
restaurant.
Description of saucers.
Before you can find the right words, it is important to examine the different
sensations related to food specifically with appearance, texture and taste.
Another consideration for the food is the texture. Whether your chicken offer is crispy
or the chocolate mousse is creamy, the right texture can benefit or harm a dish.
Because of this, matching the words on the right texture with the right dishes is
essential. Words like "succulent" and "fluffy" are great for desserts.
The final and most obvious consideration is the taste. In general, the taste of food is
what people remember the most. Whether sweet, sour, salty, spicy or bitter, it will
remain in the customer's memory. If a steak has the perfect flavor, a customer will
remember it. If you have a lot of salt, you will remember it too. It is the basic premise
of the whole restaurant industry: taste is king. The possibilities of describing a taste
are almost endless.
[Fecha]
27
2. Choice of words
With these concepts in mind, choosing the descriptive words from the menu is an
easy next step. Because the appearance usually speaks for itself, using a few words
may have the work done. This includes words such as:
• Bleached
• Breaded
• Caramel
• Roast
•Colorful
•Elegant
•Cool
• Fried
• Green
•Green leaves
•Burned
[Fecha]
28
The texture is a bit more complex. Because the sensation on the palate is critical for
acceptance or rejection, using the correct phrase is important for the client to decide
to make an order. This includes words such as:
• Mantecoso
• Creamy
• Crunchy
• Crocante
•Delicate
• Spongy
•With body
• Juicy
•Damp
• Soft
• Succulent
• Soft
[Fecha]
29
Finally, taste is the most important sensation that must be transmitted. Using the five
primary flavors for each dish, from appetizers to desserts, you can tempt customers
with the dish that best suits their tastes. Using the name of remarkable ingredients,
such as garlic or onions, can also help provide an idea of the overall flavor. This
includes words such as:
Bitter
Chocolate
Garlic flavor
Rich
Salty
Tasty
Agrio
Sweet
Acid
[Fecha]
30
Although there is almost an infinite number of words to choose from, these are some
descriptive food words with which you can start your menu. They are recognizable
enough to attract the customer's attention, common enough to explain food in the
blink of an eye.
With a few initial words and the chef's innovation, describing the new dishes will not
take time even the menu will write to itself.
[Fecha]
31
Sideboard:
Appetizer:
APPCC:
Provisioning:
Process composed of several phases through which a company meets the needs of
productive means to carry out its activity. This process begins at the moment in
which a need is detected until the moment in which the genre is stored waiting for its
use in the productive cycle.
Self-service:
Bar:
Area designed to serve customers at the bar and / or to serve the waiters in charge
of table service through control.
[Fecha]
32
Buffet:
Buffet or buffet (from French, buffet "dresser"), is a type of food service where food
products and their cutlery are displayed on hot and cold tables for free access of the
customer.
Couch:
Menu:
Compendium of all the dishes offered by the restaurant and in which the daily menu
is usually included. It can be structured in dishes by types of content: meat, pasta,
fish, etc., by type of cooking or by groups (appetizers, first, second, desserts). The
letter admits multiple variants or variations when ordering the command.
Bar-cafeteria menu:
Command:
Internal travel voucher that allows you to know the customer's request and to which
customer they correspond, what cooking point you want, who has taken the
command (date), number of customers who occupy the table and if they eat the
menu or menu. With this data the invoice is made; one of the three copies is left
billing, another sealed billing goes to the kitchen and the 3rd copy is left by the
waiter.
[Fecha]
33
Diners:
Group of people who gather around the table for the purpose of eating.
Glassware:
Set of glass objects that are part of a tableware. The maintenance care will be
exquisite in the handling of this material in terms of blows, since its hardness is much
lower than that of the rest of the material, flaking and scratching easily. The review is
carried out with acidulated steam and cloth of yarn, transported to the dining room in
trays with covers when they are large quantities or in the hand and held by the foot
and base when they are few. They are left placed on tables and sideboards.
Unbalanced:
In place:
Francophone term "In place of", which indicates attached to the retour, the return of
some kind and its replacement by another.
Event:
34
Stocks:
Restoration formula:
Catering service that offers a certain food trend, with a particular gastronomic offer
and a certain type of management (self-service, fast food restaurants, active
catering, catering, vending, among others).
Gender:
Garrison:
Food hygiene:
Set of practices, behaviors and routines that must be performed when handling food
in order to minimize the risk of potential harm to health. Food can transmit diseases
from person to person as well as being a means of growth of certain bacteria (both
outside and inside the food) that can cause food poisoning.
[Fecha]
35
Lingerie:
Set of cloth garments made of yarn, cotton or other materials, usually unstained,
used in the hotel industry to dress certain rooms and furniture (bed linen, table linen,
bath linen, staff uniforms, etc.); subdepartment of the hotel dependent on the
apartment department and closely linked to the laundry, where it organizes, controls
and stores all the clothes that are used in the hotel, as well as the clothes of the
clients in case of request. This sub-department is usually divided into four areas:
laundry, ironing clothes, clothing and storage.
Household:
Set of material (crockery, glassware, cutlery) and utensils used in the catering
service.
Menu:
An orderly list of the different dishes that make up a meal offered by a catering
establishment, for a fixed and specific price that includes bread, water or wine,
service and taxes.
four groups:
the first one refers to the dishes that stimulate the appetite (appetizers, soups,
creams, etc.); the second to the light ones (eggs, rice, fish, etc.); the third to the main
dishes (poultry, meat, game) and the fourth to desserts (pastries, fruits, cheeses,
etc.).
Mise en place:
French term that is interpreted as the "fine-tuning". It includes the preparatory tasks
of both genders, tools and equipment necessary for the execution of the service, in a
successful manner.
Service standards: Set of rules established for the correct execution of the room, bar
and cafeteria service.
[Fecha]
36
Gastronomic offer:
Set of products (meals, beverages and others) that a hotel establishment offers its
customers by price.
Service order:
Presence:
Operations that take place before the service, in the set-up phase of the room (mise
en place).
Process:
Protocol:
Set of norms, traditions, customs and techniques that society and individuals have
for the organization of their acts, their coexistence and their internal and external
relations. Through these the acts promoted by public institutions, private entities and
by people are regulated and planned, their order and development are established
and guests and symbols are ordered.
Restoration:
Sandwich:
Sandwich that is usually made with a piece of bread mold open in two halves or two
slices of any type of bread, between which one or more layers of food such as meat,
cheese, vegetables or others are placed, sometimes with condiments , sauces or
other companions.
[Fecha]
37
Service:
Act and effect of serving; covered that is put on the table for each of the guests; set
of foodstuffs that are placed at the same time on the table, by series and by order; in
passenger transport, is the set of different services offered to passengers on board
trains, such as: breakfast, snacks or snack, lunch and dinner, as well as cafeteria or
restaurant service depending on the class, the type of train and the route.
Service techniques:
Types of service:
.Group 2: Broths, soups, creams, and consommés. They are also served as a first
course and preferably during dinners.
Group 3: Vegetables and salads: they can also be served as first courses and in
others they are often part of the main dishes based on meat and fish.
.Group 4: Pasta, eggs and rice: what is indicated in the previous paragraph is valid
for food products.
.Group 5: Fish and Seafood: As a general rule, they are usually served after first
courses and before meats, nowadays they are considered a main course that can
substitute meats.
[Fecha]
.Group 6: Meats: they are almost always the main dish and are usually served before
desserts. 38
chapter # 4
[Fecha]
39
Desserts: among other specialties, fresh fruits are usually included, in syrup and in
fruit salad; pastry, kitchen candy; and ice cream.
3.Recommendation of dishes
It is important to note that it is just a play on words that will make you a suggestion,
and not a recommendation, because we do not know your taste, or the general idea
that the client has of a specific dish.
Example:
Some chiles en nogada there are many recipes and different ways to prepare them,
for this we will say "I suggest the chiles en nogada", they are served in this way, and
we describe what is the way we present it.
[Fecha]
40
Technique for recommendation of dishes
How is this?
The brain assimilates better and sends messages from the subconscious if we use
the senses.
After inquiring about the preferences of the diners, about if you prefer Chicken, meat,
pasta, soup, salad or snacks etc. We have to use the preferences of the diners by
discarding pairs of dishes, we are not going to do an interrogation, we must have a
clue in the second question, once we have obtained this clue, we mentally select the
dish that we are going to recommend.
Example:
1. Sense of the ear. They are "Mexican shrimp" with this phrase we indicate the
name of the dish and will give an idea of what it will be.
2. Sense of sight. We indicate the size or quantity of the dish "are 12 medium shrimp.
3. Sense of smell. We will indicate how it is cooked, so that your subcooker highlights
the odors of the ingredients in your mind "they are prepared on the grill with stir-fried
butter in Mexican sauce.
[Fecha]
41
4. The sense of taste. We indicate its flavor by continuing the technique of the
previous point "prepared with tomato, onion, jalapeño pepper and spices with the
recipe of the house".
5. The sense of touch. With which it is accompanied "come with French bread, salad
and butter rice
Basic concepts.
Food Security.- Food Security is a state in Which all people enjoy, in a timely and
permanent manner, physical, economic and social access to the food They need, in
quantity and quality, for Their adequate consumption and biological use,
Guaranteeing them to state of overall well-being That Contributes to the achievement
of ITS development.
HACCP.- The Hazard Analysis Critical Control Point (HACCP) system is a preventive
system That Allows the identification of specific hazards and Measures for Their
Control in order to guarantee the safety of food.
The HACCP system can be applied along the Entire food chain, from the primary
producer to the end consumer.
BPM.-Good Manufacturing Practices (GMP) are the basic principles and the general
practices of hygiene in the handling, preparation, preparation, packaging and storage
of food for human consumption, in order to Ensure That food is manufactured in
[Fecha]
adequate sanitary conditions and the Risks inherent in production are diminished.
(Art. 2 Executive Decree 3253).
42
POES.-The Standardized Operating Procedures for Sanitation (POES) Are those
written procedures and Explain That describes how to perform a task to Achieve a
specific purpose, in the best possible way. There are Several activities and
operations, in Addition to Those of cleaning and disinfection, That are Carried out in
a food processing establishment That is convenient to standardize and leave a
written record of esta to avoid errors That Could threaten the safety of the end
product.
Mise en Place.-Also is called tuning; it is the preparation of the goods for Their
completion, at the required moment, That is to say, the mechanics of the daily work,
the hours previous to During the service of the dining room, cleaning, garnishes, etc.
(Rye, 133).
Cleaning:Covers all Processes Involved in the removal of all types of dirt from
surfaces and equipment, but not Those That Correspond to disinfection. The waste
to be removed With the cleaning is waste of food, soil, fats and other waste.
How and when to wash your hands.- Seems washing your hands, Although
essential, Most employees do not do it correctly or as Often as Necessary.
People Who Should handle food wash Their hands after performing the following
activities:
[Fecha]
44
Right way to wash your hands:
[Fecha]
2. Apply soap
[Fecha]
46
chapter # 5
[Fecha]
47
Hygiene standards for Staff.- By working in an establishment of sale of food and
beverages personal care is key to the team because it ensures that all products that
are offered therein are not a health risk customer and affect the image of the
company.
Daily bath.- It is very important both to ensure the health of the person and the
people they serve or prepare food, because the skin pores retain bacteria are
eliminated only by the daily bath. Additionally it is advisable to use deodorant and if
to be used perfume and make it discrete.
Body care: in addition to personal hygiene, pay special attention to hands and hair.
Hands should always be clean, short nails without nail polish, you should not use
rings, bracelets or any object that can store leftover food. Hair must be clean,
collected and covered with a cap or a hat kitchen.
forced use of uniforme: always wear the uniform full and clean in the case of cooks
wearing a hat that covers the hair completely, women also carry mesh and hair
collected. The waiters on the other hand depending on whether they wear an apron
or a vest, this must be washable and impeccable, many times a dirty uniform leaves
a bad impression on the customers. The uniform should never be worn outside the
workplace.
Avoid movements and gestures that may denote dirt: smoking is not allowed inside
the kitchen, putting your hands in your pockets, chewing gum, eating, touching your
face or hair, as these attitudes are considered unhygienic.
Composure: Attitudes during the workday should be appropriate. Do not lean on the
walls, do not sit on the tables, do not play with.
[Fecha]
48
tools and equipment, when walking with knives in your hand, take care to always
carry them with the blade down or face up on the forearm.
Cleaning the tools: when finishing a job, the work area must always be cleaned for
safety and hygiene.
Physical methods can be carried out together or separately: scrubbing, heat, vacuum
cleaners, vacuum cleaners or chemical methods in which detergents, alkalis or acids
are used.
The way in which the cleaning should take place depends mainly on the following
parameters:
• For the cleaning of the facilities, equipment and containers that are in contact with
the food products, as well as the food and drink service premises, the person in
charge of the establishment will elaborate and apply a cleaning and disinfection
system. A disinfection system is also necessary.
• Containers for the distribution of prepared meals, as well as dishes and cutlery that
are not for single use, will be sanitized with mechanical methods, provided with a
system that ensures proper cleaning and disinfection.
those approved for use in areas, equipment and utensils where food destined for
human consumption is processed.
.
[Fecha]
50
Basic Cooking Knowledge
• Cutting into Canes: It is a rectangular cut of about 5mm to 6mm wide by 6cm long.
It is used mainly in French fries and other garnish vegetables. It is also called
French.
• Corte Brunoise: It is a cut in small cubes of 2mm on each side, it is mainly used in
vegetables and fruits.
• Concase Cutting:These are cuts in cubes of different sizes, usually cut peeled
tomatoes without seeds.
• Juliana cut: This is a cut of the thickness of a match (2mm wide by 2mm thick) and
no longer than 6cm long. If the vegetable is large, cut first into slices and then into
strips, in the case of flat vegetables cut biased and very thin.
- Kitchen Tables: There is a range of colors of kitchen tables, since using only one
can cause cross contamination. The boards must have a non-porous surface, which
does not absorb juices, bacteria or odors. They must comply with health
requirements and have NSF certification. The tables according to the colors are used
as follows:
51
Green: Fruits and vegetables.
Withe: Dairy products and processed products.
Staff Functions
- Check the report of the Book of News of all areas of the restaurant.
[Fecha]
53
Cashier Functions:
He is in charge of delivering the daily sales report, along with the money and credit
documents to the accounting department.
Supervise that the orders go out correctly and do not take a long time.
54
The chef or Head of Production depending on the establishment, must comply with
the following functions:
[Fecha]
55
Functions of the Kitchen Assistant:
- It is responsible for receiving the requisition of the raw material, and to store it
correctly.
- It is responsible for serving the genres such as meat, chicken, loins, etc.
Purchasing Functions:
[Fecha]
56
The person in charge of purchases must fulfill the following functions:
- Review the monthly menu of the staff prepared by chef, to make purchases.
- Review the orders of purchases delivered by the chef and compare them with
inventory management.
- Manage inventories.
- Make the purchase reports and deliver them to the accounting area.
- He is in charge of having in stock all the necessary products for the production and
management of the premises.
[Fecha]
57
Warehouse functions:
To offer a quality product, the first step is the correct receipt of raw materials, for this
the manager of the warehouse, upon receiving the merchandise must have a
purchase card for each product, whose objectives are
The manager of the warehouse is responsible for correctly registering all the inputs
and outputs of the products of the warehouse, with the relevant documents.
In the record books of entries, all the products that are received, the supplier that
delivered them and the date of entry will be noted.
In the record of outputs, all the products that are removed from the warehouse are
recorded through the requisitions that have been delivered.
Customer service
Before starting the service there will be a set of previous operations so that at the
moment of opening the restaurant everything is ready and in conditions to be able to
offer the customer a fast and painstaking service.
At the time of opening the restaurant all the staff must be ready to start the service.
[Fecha]
58
Within the general service procedures, the following points should be taken into
account:
Personal hygiene: short hair (men) or picked up (women), well combed, with clean
and short nails, makeup not very loaded as well as the fragrance they use.
• Hospitality: within this point the following will be taken into account:
- Suggested sale: is the one that tries to offer a more expensive product to some
promotion.
- Do not insist too much. Many times the client enters the restaurant knowing what he
is going to ask for.
59
• Maintenance: we must have a preventive mind and perform periodic check-ups to
the teams.
• Fast Service: must comply with the times offered. Dispatches 15 minutes and
address 30 minutes.
The person who works in a box, is responsible for treating the client to feel
comfortable entering the restaurant, for this you must receive the client with Courtesy
(good manners, kindness), Attention (personalized), Respect (use correctly the
uniform, be patient), and Enthusiasm (enjoy work
[Fecha]
60
Similarly, in this type of restaurant the cash person is responsible for taking orders at
home, to offer a quality service must take into account the following aspects:
- Greet the customer by thanking him for calling, introducing himself with his name,
promoting offers and offering his help to take the order.
- At the end thank the customer by calling him by his last name, so that the client
feels appreciated and important.
Types of Customers:
First begin by defining the concept of client is the person or company that makes a
profit, product, service or idea in return for financial gain or value, and this (client) the
rationale for the business.
different types of customers each with their respective features below will list the
most important may exist.
Loyal customers.- They represent only 20% of customers but 50% of total sales. are
satisfied with the services or products offered, their expectations are always
exceeded and are those that will surely make positive word of mouth advertising.
specialized customers discounts: regular customers are always based on the offer
that implies some sort of discount. these customers looking for low prices and help to
[Fecha]
61
Similarly, in this type of restaurant the cash person is responsible for taking orders at
home, to offer a quality service must take into account the following aspects:
- Greet the customer by thanking him for calling, introducing himself with his name,
promoting offers and offering his help to take the order.
- At the end thank the customer by calling him by his last name, so that the client
feels appreciated and important.
Types of Customers:
First begin by defining the concept of client is the person or company that makes a
profit, product, service or idea in return for financial gain or value, and this (client) the
rationale for the business.
different types of customers each with their respective features below will list the
most important may exist.
Loyal customers.- They represent only 20% of customers but 50% of total sales. are
satisfied with the services or products offered, their expectations are always
exceeded and are those that will surely make positive word of mouth advertising.
[Fecha]
specialized customers discounts: regular customers are always based on the offer
62
that implies some sort of discount. these customers looking for low prices and help to
better inventory turnover.
Impulsive Customers: are customers who are not looking to buy any product
especially if left not carry so at the moment they seem to be the best, this can benefit
the person who is responsible for promoting the menu, offer this or that dish or
service
Based clients needs: these customers are looking for something they need as their
name implies, are hard to please and if you do not get what they specifically look will
go elsewhere, however if they find what they want can become loyal customers.
roaming customers: are customers who represent a very low percentage in sales,
have no need or desire when entering the premises, at no time should ignore them
but not to invest too much time in this type of customer.
In a fast-food, sometimes cases with customers who are not satisfied with the
service, in fact these situations require great tact and common sense to resolve
customer complaints arise.
In these situations, although each is different, there are some rules to prevent a small
problem from becoming bigger one. Among these we are:
Listen without interrupting, you should never argue with the customer, even if you are
convinced that he is wrong, you should not try to convince him of that.
Always apologize, even if you disagree with the complaint. Remember that the client
has come to your restaurant to enjoy a meal and pleasant experience. If the
[Fecha]
Keep in mind that a restaurant can not afford to lose customers for what a
dissatisfied customer says.
Control of stocks of raw material is essential in establishing food and drink, for it is
necessary to establish a series of measures to at all times have full control of stocks
to avoid unnecessary and most importantly losses, will prevent the stoppage of
production by the sudden lack of any ingredient. (Armendáriz, 2004).
Purchases are made according to the requisitions of the chef or head of production,
which is based on the daily management of inventories to make a shopping list,
avoiding unnecessary purchases
[Fecha]
64
CONCLUSIONS
Casa Vieja restaurant was the company that gave us a model to guide us in
developing the manual of operating procedures for fast food restaurants based on a
real example.
Chips could be made to incorporate user-friendly manual that could be useful when
processes such as receiving, warehousing, product development, office, cleaning,
inventory, etc. They can be found attached both attachments section as in the
manual.
Basic knowledge on food security and know what are the roles played by each team
are, ensure food safety and proper performance of daily activities inside the
restaurant.
[Fecha]
65
RECOMMENDATIONS
Utilizar éste manual de procedimientos operativos como una guía práctica para
llevar a cabo las diferentes actividades dentro del restaurante.
Este manual se debe entregar y difundir entre los miembros del equipo con el fin de
que sea leído y se aplique dentro de la empresa.
Mantener a los equipos funcionando correctamente, con una revisión periódica del
técnico. Realizar una limpieza y desinfección adecuada regularmente de todos los
equipos y utensilios; al igual que las instalaciones del restaurante.
Provide ongoing training to ensure that staff are informed and prepared about basic
concepts of food security, to guarantee a quality product to its guests.
[Fecha]
66
BIBLIOGRAPHY
Berry, Mary. Basic cooking techniques guide. Barcelona, Naturart SA, 1998.
Civera, Juan José and Nuria Pérez. Control of Raw Materials Procurement. Spain,
Editorial Synthesis, SA, 2002.
67
Cubero, Monferrer, and J. Villalta. Food Additives. Spain, Oxford University Press,
2002.
Of Esesarte Gomez, Esteban. Food and Beverage Hygiene. Mexico, Editorial Trillas,
SA, 2002.
Hoff, and Jules Janick Johan. The food. Spain, HERMANN BLUME, Editions, 1975.
Le Cordon Blue. Chef techniques. London, Carroll and Brown Limited Editions, 2001.
68
Morfin Herrera, María del Carmen. Dining and Bar Management. Mexico, Editorial
Trillas, SA, 2006.
Ortiz, and Pedro Pablo Gil Ortiz. Basic Operations and Services Restaurant and
Special Events. Spain, Ediciones Paraninfo, SA, 2011.
Sutherland, Douglas. Service catering industry. Mexico, Editorial Trillas, SA, 1997.
Wright, Jeni and Eric Treuille. Complete Guide to Culinary Techniques. Barcelona,
Art Blume, 1997.
Youshimatz Nara, Alfredo. Cost Control of Food and Beverage. Mexico, Editorial
Trillas, SA, 2006.