every organisation should go through this power pact presentation for their betterment & employees upgradation.

1. These are some theories which I have
formatted & from my point of view
will play a major role in successfully
deploying any restaurant”s s.o.p {
standard operation procedure } .
BY ABHIJEET .R. SALVI

2. 1} t.e.a.m way of success .
2} happy go makes work easy .
3} importance of c in operation
.
4} effective communications
skills .
5} why & how to impress

3.  THERE IS no “ I “ in the team .
 Simply state’ WE’ rather than “ ME “.
 Team work divides the task & doubles
the success.
 Coming together is beginning,
 Keeping together is progress,
 Working together is success .


4. team work is the concept of people
working together , as a team for one
specific purpose under the same
value.
 or
a group of people working
together to achieve a common
goal .

5. b} what is team work :
the ability to co operate & to
communicate effectively with
other sub ordinates to achieve
the organisations common goal .

6.  c } importance of team at work place .

 1} work efficiency .
 2} improves employees reletions.
 3} learning opportunity.
 4} problem sloving .
 5} better communication.
 6} shared responsibility
 7} one vision , many hands .
 8} importance of time .

7.  Important team work skills :
 Listening : it is very much important to
listen to other people”s idea”s.
 Discussing : it is very much important to
discuss on those ideas .
 Questioning : it is very much important to
ask questions , interact & discuss the
objectives of the team .
 Respecting : it is very much important to
treat others with respect & support their
ideas .

8.  Helping : it is crucial to help ones co team
members , which is the main theme of team
work.
 Sharing : it is important to share with the
team , to creat an environment of team
work.
 Communication : for a team to work very
effectively , it is essential that the team
members acquires communication skills
inside them , so to communicate with other
team members .

9. 1}Teams are the part of every
ones life , we are the member of
a family team .
2 } So its appropriate that we
understand that how to
function effectively as a team
member.

10.  1} team work improves the working
environment .
 2} team work keeps the communication
consistent.
 3} team work relieves stress.
 4} team work reduces error.
 5} team work keeps communication lines
open.

11. 1} t.m are supportive to achieve the
common goal that is result.
2} t.m are open to ideas of others.
3} t.m share information & ideas.
4} t.m support the contribution of
others.

12.  1} listens & share information.
 2} really listening to what the other team
member has to say ,is one of the vital skills
we can produce to build productive team
atmosphere.
 3} we should always be willing to give an
attentive willing to hear what other team
member wants to say & expect the same
from them for you in return.

13.  Is most difficult to deal with personally &
professionally.
 Conflict is inevitable .
 Conflict occur because we are dealing with
peoples lives , ego , attitude .
 I } beginnings of conflicts :
 1} lack of proper communication between t.
m .
 2} seeking power.
 3} lack of openness.
 4} change in management.

14.  1} body languages .
 2} disagreements . regardless of issues .
 3} lack of clear goals .
 4} desire of power .
 5} increasing lack of respect .
 6} withholding bad news.

15.  Lets all keep in mind that the development
of effective team requires a positive
attitude & commitement towards team
work & with the understanding of what
team work involves.
 Don’t forget :
 Every team member in the team , has times
when they need support .

16. Finally every teams dream is :
success .

17.  It’s all about enjoying what we do, the way in
which we do our work . it’s all about being
confident in our work .
 Our mood, nature reflects in our work , so
always make sure you enjoy what you do rather
than just doing it for the sake of doing .
 couple of points jotted down to make sure we
remain happy will working & our mood doesn’t
hamper our work.


18.  When someone criticizes you or says
something not-so-nice, just forget it.
JUST REMEMBER Worse things have
been uttered in human history. Even
when you know the person meant it,
remember that you become stronger by
accepting them for who they are and
knowing your capabilities.

19. People who are mean and feel
the need to put others down are
insecure with themselves. But
when you are kind to others,
kindness returns to you.

20. When you come up against a
difficulty, whether a person or an
event, consider what your future
self will have learned from it. I
believe it was Kanye West, or
maybe Nietszche, who said, “What
doesn’t kill me makes me stronger.”

21. When you let people know that
you appreciate them, they are
more willing to help you in the
future. Saying thank you is
more than good manners—it’s
karma.

22. The happiest person has
reached the highest level of
Maslow’s Hierarchy of Needs—
self-actualization. If you want to
be happy you must work hard to
achieve something, and strive to
attain that life goal.

23.  The Buddhist notion of “right thought,
right action” is an important one. It’s in
the mind that negativity starts. By
clearing your head of negative ideas of
others, you will clear your mind of
problems, worries and fears, and you
won’t be tempted to gossip or speak ill
and bring that negativity back to you.

24.  Yes, you have to do your laundry and
clean the bathroom when you get
home, but while you’re here now eating
this cheeseburger, just enjoy the
cheeseburger. Then apply this lesson to
all other moments of pleasure and
work—you can deal with the little stuff
later.

25. As soon as you start this, you fall
into a trap of ego,NEGATIVE
ATTITUDE , fleeting aspects of
reality. Instead, think about
what you have that makes you
happy, or at least satisfied.

26. As long as you do what makes
you happy, you don’t need other
people to condone your actions.
This will free you to act on what
you believe, which will instill
confidence into your every act.

27. Lies, even little ones, imply that
you are willing to be lied to in
return. But when you keep your
conversation honest, you will
maintain a higher level of
integrity in your world.

28. The happiest person doesn’t interrupt
because He knows that if he wants to
be heard, he has to listen to others. By
listening instead of waiting to speak,
you can understand what motivates
others, which can help you build
rapport with them and understand
yourself.

29. HEre, I wish I was taller, smarter,
and better looking. But I’m not. As
soon as I realized that I wasn’t
going to be President of the U.S.A.,
I figured out what I did want to do
with my life: write.

30. It’s even better if it’s foreign travel.
Alas, getting out of the country can be
expensive. When you go somewhere
different, to remind yourself of how
people live in places other than those
that you’re used to, you will be happy
to return to what you have when it’s
time.

31. Yeah, it’s easy to read the above
points and say, okay, I get it. But
the hardest part of being happy
is realizing when negativity
starts to creep into your mind
and from there, getting rid of it.

32. You’re only as good as you feel,
and you can only feel good if
you look good. Personal
hygiene, grooming, and fashion
enter into this. Rarely will you
find someone well-dressed
crying by themselves.

33.  IMPORTANCE OF “ C “ IN OPERATIONS
 Definition or meaning of co operation : it is
something like mutual understanding among
co – workers to make situations more
agreeable for the betterment of their own & for
the organization .
 Or
 Voluntarily arrangement in which two or
more entities engage in a mutually beneficial
exchange instead of competing .

34.  Cooperation displays team work efforts of an
organization.
 If we follow this theory , it would acts as
violence prevention in any organization
 C PLAYS A VERY IMPORTANT ROLE IN
ANY FORM OF OPERATIONS .
 TO RUN ANY OPERATIONS SMOOTHLY
CO OPERATION IS VERY IMPORTANT .
 CO OPERATION AMONG SPECIFIC
DEPARTMENTAL STAFF , AMONG
OTHER DEPARTMENT STAFF .

35.  SO ITS VERY IMPORTANT TO ALL OF US
TO INHERITE THE ACT OF CO
OPERATION INSIDE US . THIS
EVENTUALLY HELPS US TO REACH
OUR ORGAN ISATIONAL GOALS , OUR
DESIRED GOALS WITH OUT ANY
BARRIERS , OBSTICALES .
 CO OPERATION IS JUST LIKE GIVING
HELPING HAND TO OUR SUB
ORDINATES, TO OUR FELLOW WORKERS.

36. With this theory of co operation an
organization can reach its dessired
Goals in lighting speed .
This theory is not been thought , or
created by others ,
This theory is been learned & been
created by an individual for his own
betterment & for the betterment of
the organization .

37.  1} An individual is positive in his thoughts
 2 } An individual is not working for himself , but
working for the organization to achieve their goals
.
 3 } an individual who is a team member .
 4} an individual who wants to grow in his personal
life .
 5} an individual who wants to remain far from
stress , of being carried away from work & from co
workers .
 6} an individual who really wants to see his
organization grow .

38. 1 } only by that individual who possess
calmness .
2} by that individual who shows
patient in all his actions .
3} an individual who’s passion is to
communicate .
4} an individual who understands his
team members well .

39.  1} unity – unity remains in tag with
proper co – operation.
 2} proper team work – with proper
channel of co-operation among staff team
will perform well .
 3} lack of differentiations – their would
not be any kind of differentiations among
the team members , sub – ordinates . if
there would be proper co –operation
among them.

40. 4} desired goals would be achieved
in lightning speed . as everyone
knows their responsibilities .
5} empire building – this helps in
building an organization , as its one
of the important element for the
success of an organization.

41. 1} positive approach from all
team members of the
organization.
2} constant communication
among team members.
3} right kind of attitude should
be inherited by all team

42. 4} friendliness concept should prevail
among team members.
5} recognizing & respecting the other
team member efforts.
6} willingness to enhance others
power {their skills, knowledge,
resources.} so that the others reach to
their goals with your enhancement .

43. 7} listening to other team member, for
their ideas & appreciating for the
same.
8} by putting competition aside by all.
9} always communicating with other
team members face to face.


44.  What is communication?
 Communication is simply a two way
process in which we share ideas,
information or sometimes transmitting
verbal or non-verbal transactions.
 If there is healthy Effective communication
among staff { tem members } than there
would be productive relationship among
them ., which in return creats healthy
working atmosphere .

45. Good & healthy communication is
always the reason of one’s success
& poor communication is the
reason of failure .
It clearly indicated that
communication appears to be
the key to any teams success .

46. Get information
Praise other team member for his
efforts.
Get feedback
Sell our products
Greet our guests
Etc.

47. 1} actively listening.
2} eye contact
3} posture .
4} simple language .
5} questioning skills .

48. Noise
Inappropriate medium
Emotions.
Language differences.
Poor listening skills.
Use of jargon.
Assumptions.
Selective listening .

49.  MEDIUM
SENDER BARRIER
RECEIVER
 FEEDBACK


50.  This communication chart indicated that
there should or we should always have face
to face communication & avoid the barrier
{ i.e. 3 party } . to have effective
communication link in an organization .
with such kind of effective communication
its healthy for the organization & for the
team members as there will be healthy
working atmosphere.

51. 70 % of mistakes at any
work place are direct
result of poor
communication

52. 1} fear
2} missligned expectations .
3} confussion.
4} loss of momentum.
5} dissatisfaction.
6} lack of commitment.
7} unconscious incompetence .

53. 1} proper eye contact.
2} active listening .
3} keep it short & simple .
4} avoid interrupting .
5} appropriate facial expressions .
6} exhibit affirmative head nods .

54. 1} do not speak too fast or too
slow.
2} do not interrupt the speaker.
3} do not assume that everyone
has understood

55. Before communicating on any
sensitive issue ….. ask yourself ?
What is the basic purpose or aim of
my communication .
Who will receive it ?
What is the likely attitude of the
listener ?
How much did he needs to know ?
Is my timing right ?

56.  Listening is the ability to accurately receive
and interpret messages in the communication
process.
 Listening is key to all effective
communication in an organization , without
the ability to listen effectively messages are
easily misunderstood –in this the
communication breaks down and the sender
of the message can easily become frustrated
or irritated.

57. 1} better customer satisfaction,
 2} greater productivity with fewer
mistakes.
 3} increased sharing of
information that in turn can lead
to more creative and innovative
work.


58.  1} stop talking .
 2} prepare yourself to listen .
 3} remove distructions .
 4 } emphasize .
 5} be patient .
 6} avoid personal pre judice .
 7 } listen to the tone .
 9} watch for the non verbal
communication .


59.  Why & how to impress our guests:
 As we all know that first impression is the last
impression, so why not make use of this
saying to its fullest & let’s start impressing our
valued guests.
 A through hospitality professional is the key
tool for building long term customer loyalty.
 In these competitive times, it’s very necessary
to take the first step, to impress our guests,
before others take the advantage of it & move
forward.

60. Good customer service -----
lasting relationship.
Average customer service -----
steady relationship that could be
lost.
Poor customer service -----
lost business.

61. Friendliness
Fairness.
Information.
Alternatives.

62. 1} when guests arrives .
2} the length of waiting before
service { actual service inside the
restaurant } .
3} at the time of providing actual
service { inside the restaurant } .
4} exit time .

63. 1} Knowing what our guests
wants & when it is wanted .
2} Thinking one step ahead of
our guests .
3} Being prepared with back
ups.

64.  1} commitment of quality service .
 - by committing to quality service , we
could creat a positive experience for our
guests .
 - by this we will go above & beyond our
guests expectation .
 2} server { f & b personnel } should know
our products very well.
 - this helps to win our guests trust &
confidence at one’s.

65.  3} know your guests.
 - a servers service approach should be such that , he should
know in advance what are his guests needs .
 - by this habit of proactivity we would surely win over our guests
& impress them .
 4} treat { greet } all our guests with courtesy & respect .
 - always remember every contact with our guest leaves an
impression.
 - so greet all our guests at all given point , “ good afternoon ,sir /
mam “, “ good evening .” ,
 - use phrases like ,” sorry to keep you waiting ,” “ thank you for
your order ,”.
 - Use phrases like “hope you have a delightful dining experience
with us .” while escorting guests to their tables BY THE HOST .

66.  5} always remember never argue with the guests .
 - this is very important aspect .
 - always remember we all need to be solution focused rather
than problem focused .
 - if we are solution focused than for sure we will retain that guest
, as he is happy , & for sure we will creat a atmosphere of
impressing the guests .
 6} never leave guests hanging { alone } .
 - Always remember, all communications with the guests needs to
be handled in sense of urgency .
 - so incase any problem arises do not leave guests in middle of it
as then the problem may rise serious one .
 - it’s a very good scenario , as its gives us an opportunity to
impress guests by solving his problem .

67.  7} guests are always right .
 - Always remember this concept , as it plays a very important role
in impressing our guests .
 } polite & friendly alternative.
 I don’t know - I will find out .
 No - what I can do is .
 That’s not my job - let me find the right person who
can
 Help you with this …….
 That’s not my fault - lets see what best we can do about
this.
 Calm down - I apologies.
 I want you to - lets .

68.  9} take things slowly .
 - this is because guests care more about quality
service & the competence of the service staff ,
rather than speed of service .
 10 } know how to close the conversation .
 Your willingness to do this will show our guests 3
important aspects .
 -you really care about getting it right
 -you willing to keep going , untile you get it right .
 -you agree to the point that the guests are always
right .

69.  11 } getting feedback .
 Getting feedback from our guests allows us to get an idea on
what matters to our guests . this make guests feel important as
he feels the organization is really bothering what their likes &
dislikes are .
 12 } followings qualities should be inherited by all f & b service
staff .
 Job knowledge.
 Judgment.
 Motivation to serve.
 Selling techniques.
 Planning .
 Situation analysis .
 Work standards { s.o.p }

70. 1} being professional in our
work
2} by maintaining consistency
in what we do.

71.  1} first impression: hosting - greet guests
as they enter our restaurant , depending
on the time , its rightly said when the
start is correct it ends perfectly .
 2} when the guest opens the restaurant
door. {Enters the restaurant}.
 3} escorting the guest at the allotted table.

72. 4} taking the order .{ greet guest at the
time of order taking }
5} suggesting them signature dishes of
our restaurant. – guests normally likes
suggestion’s form the servers , this is a
perfect act where we can impress our
guests , by giving away information to
them about our products .

73.  6} serving flavoured water . – with this
iam quit sure guests will definitely get
impressed & surprised as till now they
may have not come across any restaurant
serving flavoured water .also here we can
inform them about the health benefits of
drinking flavoured water. Oranges are
good sources of minerals such as calcium
, iron , sodium , copper , potassium ,
magnesium & sulfur .

74.  7} doing follow up after each course , whether they
enjoyed it or not.
 With such kinds of follow up , guests will
definitely be impressed as they will come to know
that the service staff is really concern about what
their guests taste is about .
 8} if any special request by any guest on food ,
consult with our head chef if its possible.
 9} suggesting them our signature desserts.
 10 } greeting our guests at all points .
 Right from entering to exit.

75. 11 } be observative on small
things ,like refilling of water
glasses , making sure specific
table have right kind of cutleries
before their food arrives on
table, tissue paper.

76.  12 } never argue with our guests .
 Always be calm & always show
courtesy & respect to all our guests .
 Always remember guests wants us to
…..
 Greet him .
 Value him.
 Help him.
 Listen to him.
 Invite him back .

78. Body language is nonverbal
language, communicated by
our body gestures, facial
expressions.


79.  Why body language is important?
 1} with proper body language, our
interpersonal communication enhances.
 2} it increases our confidence.
 3} it creates good impressions on others
 4} improves personal relationship as well.
 5} it displays positivity of an individual.


80. 7 % of communication is delivered
by words.
38 % of communication is
delivered by our voice tone.
55 % to 90 % of communication is
delivered by our body language.

81. 1 } don’t cross your arms when
standing inside the restaurant :
 As our job demands us to meet &
communicate with numerous peoples
each single day we have to show that
we are confident . crossed hands puts
us on defensive mood . an individual
who is not willing to understand .

82. 2} eye contact :
 Proper eye contact is very
essential as it plays a vital role
especially in our industry , where
we meet numerous peoples
.keeping eye contact displays our
confidence level in our self .

83.  3} avoid your pockets :
 To show confidence with our body
language is to keep our hands out of our
pockets . we put our hands in pockets
when we are uncomfortable or unsure
about something or about ourselves .
 4} proper grooming :
 Grooming is an essential component of
communicating confidence through our
body language .

84.  5} smile :
 Always remember confident people
smile as they have nothing to worry about
.
 6} nod when guests are talking with us :
 It is most important nonverbal
communication . this is because as we
talk to our guests , nodding once a while
indicated that we are listening to them ,
but over doing should be avoided .

85. 7} always keegood attitude :
 Always keep a positive , open &
relaxed attitude .
Lastly remember body language
impacts a great deal of how we
communicate, & can reflect quite
accurately what’s going on inside us .

86. As we meet different kinds of
guests every single day , we all
have to maintain a proper ,
descent body language . which
will display our work culture
through it .

87. People read our body language
very often. Always remember
our postures are a great source
of information . they tend to
reflect our mood & our
confidence level .