FOOD & BEVERAGE DEPARTMENT 18 September 2011

COMMON PROBLEMS & ACTION PLAN

No. COMMON PROBLEMS ACTION PLAN

01 DUTY ROSTER – OT & PART TIME Monthly duty roster & to create weekly duty roster based on
To avoid additional cost on operation requirements, staff duty roster the weekly function forecast & coordination meeting.
changes to suit the operation needs. Staff unable to accommodate
request on last minute changes.

02 COMMUNICATION – Fruit Basket Fruit Basket should standardize delivery @ 12.00 noon.
Kitchen requisition fruits delay Recommendation to change type of amenities ; i.e. Cookies ,
Rooms not ready on time Chocolate , Snacks items, etc.
Front Office unable to provide room number
- Complaint on service not delivery fruit basket in the room on
time upon guest arrival
03. FLOOR ROUNDING – According to standard schedule Required assistant from Housekeeping during cleaning of
1st – 10.00am rooms to dial Room service for immediate clearing of trays &
2nd – 3.00pm room amenities.
3rd – 5.00pm
4th – 10.00pm
Room Service clearing of trays – One hour after each delivery

04. A LA CARTE – Preparation

- To follow according to STANDARD pick up time to avoid delay in
food service
- Information pertaining Item 86 to inform in advance to avoid
complaint.
- Last order timing to follow according to individual outlet i.e.
Room service , Fairway lounge , Spring Café & Azuma
- Items to prepare according to per table order to serve together
- To follow pick sheet for timing
- Communication via notice board
- Kitchen staff on standby ( Multi skill )
- Recommendation to install infra lights to keep hot
food warm while waiting for other dishes to be
ready.
FOOD & BEVERAGE DEPARTMENT
COMMON PROBLEMS & ACTION PLAN

No. COMMON PROBLEMS ACTION PLAN

05 BANQUET OPERATION
- Change of set up not according to EO instruction - Banquet team to identify Main person responsible or
a decision maker before the event.
- External Training provider Vs Organizer, different opinion - To refer Sales for final solution
- Committee conflict of ideas - To refer Main person for decision
- Extended hours - meeting or function - To charge RM 200.00per hour
- Staff required to be on standby throughout the events @ the - Banquet team to inform the organizer their where
meeting room ( whole duration ) about i.e. Preparation, clearing & set up of coffee &
tea breaks.
06 ABUNDANT & RESUME PLAY ( Golf )
- Raining Season - Golf to call Golfer Terrace 10 minutes before siren
blast resume play
- Voiding & Cancellation of bills - To avoid running guests or members
- Pending & Outstanding of Bills - To create ad-hoc table number

07 MEAL CARD & MEAL VOUCHER – Spring Café

- Guest refuse to present @ the entrance instead provide room - To refer to Front office
number verbally
- Meal Card / Meal Voucher information not completed - Accept and forward to FOM for clarification and
acknowledgement

- Meal Card exchange to non participants ( Family members ) - Not recognize Refer matter to Sales

08 VOIDING OF BILLS – Outlet Daily Operations

- Password - Captain or Supervisor on duty to Lock In and Lock
out Password
- Supporting Document - Cashier to fill in a form reasons for voiding
- Acknowledge By Supervisor’s - Sign by Supervisor’s on duty