FACULTY OF HOTEL AND TOURISM MANAGEMENT 

UNIVERSITI TEKNOLOGI MARA 

PULAU PINANG 

COMMERCIAL AND INSTITUTIONAL FOOD AND BEVERAGE

SERVICES HTF222

Supervisor Report

Prepared By: 
Hanan Kamilah Binti Abdul Latif
2020871436
PHM1123A1

Prepared For: 
Zubaidah binti Mohd Ali Tan 

Submission Date: 
13 January 2022
 ACKNOWLEDGEMENT

First and foremost, I would like to thank the Almighty Allah SWT for giving me
strength, good health and His blessing to complete this Supervisor of the Day (SOD) report.
Besides, this report will not complete without the cooperation from my SOD partner, Amirul
Shariman and Chef of the Day (COD), Aidil Harith.

On top of that, I would like to express my gratitude to Madam Zubaidah for her
countless guidance and explanation on how to be a good SOD during the operation day. She
would correct any imperfection during the process of preparing for the operation day so
everything will go smoothly as planned. Not to forget her effort and patient while teaching us
which will be remembered and appreciate. Her support and words of encouragement inspired
me in finishing this report.

Last but not least, I am very grateful to my classmates that always stick together till
the end and do their job with effort and responsibility. Hopefully their effort will give a lot of
benefits to us.

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 TABLE OF CONTENT 

 Page No 
ACKNOWLEDGEMENT 1
TABLE OF CONTENT 2
LIST OF FIGURES 3
LIST OF TABLES 4
LIST OF ABBREVIATIONS 5

1.0 INTRODUCTION 
1.1 Content of briefing 6
1.2 Organization chart 6
1.3 Task assignment 7
1.4 Restaurant/Café layout and concept/theme 10
1.5 Work schedule 11
1.6 Mise-en-place activities 12

2.0 FRONT OF THE HOUSE ACTIVITY: SERVICE AND

MENU OF THE DAY
2.1 Type of service  15
2.2 Type of menu  15
2.3 Menu card design  15
2.4 Picture and description of each menu item  16
2.5 Picture and description of table setting  20
2.6 Service activity  21
2.7 Beverage counter 23
2.8 Customer satisfaction survey  25

3.0 BACK OF THE HOUSE ACTIVITY 

3.1 Runner  27
3.2 Steward 27

4.0 CLOSING ACTIVITY 

4.1 Closing activities  29
4.2 Content of briefing/post-mortem  29
4.3 Picture of closed operation area 29

5.0 CONCLUSION 
5.1 Problems encountered 31
5.2 Recommendations to improve the system and operation  31
5.3 Overall conclusion – Describe new knowledge/skills learnt 32

REFERENCES  33

APPENDIX 
• APPENDIX A – MAHJONG PAPER 34
• APPENDIX B – EXAMPLE OF CAPTAIN ORDER  36
• APPENDIX C – EXAMPLE OF GUEST BILL  38
• APPENDIX D – CUSTOMER SATISFACTION SURVEY FORM  40
• APPENDIX E – PICTURES OF TEAM MEMBERS 47

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3
LIST OF FIGURES

Figures No. Figures Title Page

1.0 Organization chart for week 8 6
2.0 Picture of waiters waiting for their turn for QnA session with 8
2.1
Madam Zubaidah
3.0 Restaurant layout 10
4.0 Picture of waiters being evaluate during mise-en-place 12-13
4.1
4.2 Picture of final mise-en-place 13
4.3 Picture of runner practicing changing tablecloth 14
5.0 Menu card design 15
6.0 Picture of Mediterranean Potato Salad 16
6.1 Picture of Fish Finger 16
6.2 Picture of Potato Soup 17
6.3 Picture of French Onion Soup 17
6.4 Picture of Baked fish 18
6.5 Picture of Roasted Chicken 18
6.6 Picture of Blondie 19
6.7 Picture of Fruit Platter 19
7.0 Picture of table setting 20
7.1 Picture of side table 21
8.0 Picture of hostess 22
9.0 Picture during the operation hour 23
10.0 Picture of beverage counter 24
10.1 Picture of steward preparing juices garnishing with the assist 25
from Madam Zubaidah

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LIST OF TABLES
Table No. Table Title Page
1.0 Opening task 7
1.1 During operation task 9
1.2 Closing task 9
2.0 Work schedule 11
3.0 Type of napkin fold and the quantity 21
4.0 Guidance for changing cutleries 22
5.0 Customer satisfaction survey 25
5.1 Survey scale 26

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LIST OF ABBRIEVIATIONS
Abbreviations Explanation
BB Bread and Butter
COD Chef of the Day
F&B Food and Beverage
SOD Supervisor of the Day
SOP Standard Operation Procedure

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1.0 INTRODUCTION
1.1 Content of Briefing
During the briefing segment, SOD will present their Mahjong paper whereby all the
information related to the operation is explained. Information that needs to have in the paper
are time management, menu and menu description, organization chart, restaurant layout and
task assignment. This information is crucial for the staff to carry out their job in a systematic
way. At the end of SOD presentation, Madam Zubaidah will add any additional information
or changes if needed. Each of the content will be explained thoroughly in the next sub-topic.

1.2 Organization Chart

Madam Zubaidah
Lecturer

Hanan Amirul
SOD SOD

Aliff Maizatul Farisya Fahmy

Waiter Waiter Runner Steward &
Bartender

Aleeya Fadzil Masturah

Waiter Waiter Runner

Amy Hazirah Husna

Waiter Waiter Runner

Figure 1.0

Organization charts represent the hierarchical structure of different roles in one’s

operation or organization. On top of the organization is Madam Zubaidah who is the lecturer
for course HTF 222 and as an adviser for me to refer any uncertainty while preparing for the
operation day. Next, under Madam Zubaidah, there is me and my partner, Amirul as SOD.
SOD work as intermediary between the staffs and Madam Zubaidah and between the staffs

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and the COD. The SOD also responsible for their staffs’ welfare and to inform any important
information/changes in menu or operation time.

Further to this, there are another four roles that are under SOD responsibility. The first
one is waiter. There are six waiters on that day, which is Aliff, Aleeya, Amy, Maizatul, Fadzil
and Hazirah. These waiters need to take their customers order and fulfill their needs while
they are in the restaurants. Next, is runner. There are three runners, which is Farisya, Masturah
and Husna. Each runner in charge for two tables. They need to bring the orders to the kitchen
and bring the food down to banquet to be served by waiters.

Last but not least, a steward and bartender. Both of this role is handled by the same
person, Fahmy. A bartender is responsible for the beverage counter and a steward is
responsible to clear, wash and wipe the dishes with some assistance from other staffs.

1.3 Task Assignment

Opening Task
Pick up and distribute linen Amirul, Aleeya, Aliff
Pick up Food and Beverage equipment Hanan, Amy, Fadzil
(F&B)
Count cutleries Masturah, Farisya
Wipe cutleries Waiter
Sent crockeries to kitchen Fahmy, Husna
Boil water Fahmy
Arrange Layout Maizatul, Hazirah
Beverage counter Fahmy
Clothing side table Waiter
Pick up and distribute sugar, creamer, etc. SOD
Table 1.0

Task assignment is divided by three part to ease the staff to manage their time and to
make planning of what they are going to do. The first one is opening task. During the opening,
each staff member has been assigned to specific task as stated above. The first task is to pick
up linen and F&B equipment. After that, steward will start boiling water for drinks and
wiping. Runners will wipe the crockeries to send to the kitchen and divide the cutleries and
put it on a round tray for waiters to wipe. While runners and steward are busy wiping and
preparing, waiters will do the side table. On week eight, waiters are having a test where they
need to do clothing table, napkin folding and mise-en-place within the period given.

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 Usually, layout arrangement will be done after the briefing session. However, on that
day Madam Zubaidah requested to arrange the layout before the briefing. SOD also helps in
dividing and wiping the dishes to speed up and reserved time for other activities. Steward will
focus on setting up the beverage counter with all the equipment and crockeries needed and
pick up sugar, creamer, etc. to distribute.

Figures 2.0
Figures 2.1

During the Operation

Prepare coffee and tea Fahmy
Assist customers Hanan
Taking petty cash Amirul

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 Table 1.1
Next, ten minutes before the operation hour waiters and runner will be ready at their
table waiting for their customers while steward will prepare coffee and tea and Amirul will
pick up the petty cash at the front house. When customers start coming, I will assist them to
their table and introduce to them their waiter.

Closing task
Cashiering Hanan
Steward and throw rubbish Fahmy
Assist steward wiping Masturah, Farisya, Husna, Amirul
Count linen and send to housekeeping Amirul, Aleeya, Aliff
Count F&B equipment Hanan, Amy, Fadzil
Restaurant cleanliness Maizatul, Hazirah
Packing extra food Hanan
Table 1.2
Finally, during closing I am responsible to do cashiering and bid farewell to the
customers. Steward with the assistance of runners and Amirul will wipes the cleaned dishes
and send them back to the banquet for waiters to count. While waiting for them, waiters will
have plate stacking test with Madam Zubaidah, and I will pack the extra foods for us to bring
back to hostel. After everything is settled, Maizatul and Hazirah need to ensure that the
banquet is clean and in a good condition for other class to use.

1.4 Restaurant Layout and Theme

AMY MAIZATUL ALIFF C

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 5 3 1

6 4 2

HAZIRAH FADZIL ALEEYA

MISE-EN-PLACE STATION

Figure 3.0

This is the design of the restaurant’s layout where the cashier counter is the table
located nearest the entrance. Besides the cashier counter is table number one and followed by
table number two until table number six. The tables are arranged facing each other to make it
easier for Madam Zubaidah to observe and evaluate each waiter. The customers are also
placed according to the table number. Beverage counter is located beside table number six.
Meanwhile, mise-en-place station is placed behind the restaurant operation area.

To make the process of receiving and delivering food smooth, each runner will take
two table that are located side by side except for table five and table six. For example, Farisya
will receive order for table one and table three, Masturah for table two and four, and Husna
for table five and six. It makes it easier for the runner and waiters to communicate with each
other and ensure that the order that being sent are correct.

Besides that, for our restaurant, we plan on doing a green theme to symbolize nature.
However, a problem occurs at the housekeeping where we need to change half of our napkin
color from gold to peach. As portray in the figures 7.0 and figures 7.1, napkin colors for guest
tables and side tables are different. I decide to use the peach color for guest table because the
amount is less than the gold color napkin. While tablecloth remain as requested, which is
white and apple green color table runner.

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 1.5 Work Schedule

07.45 – 08.00 AM Setup layout

08.00 – 08.15 AM Briefing
08.15 – 08.30 AM Pick up F&B equipment and linen
08.30 – 10.30 AM Mise-en-place
10.30 – 11.00 AM Break
11.00 – 11.45 AM Practice changing tablecloth
11.45 – 12.15 PM Final mise-en-place
12.15 – 02.00 PM Operation hour
2.00 – 3.00 PM Closing
3.00 – 3.30 PM Break/ Pray
3.30 – 4.30 PM Changing tablecloth test
4.30 – 4.45 PM Post-mortem
Table 2.0
This is the work schedule for the operation on week eight. The operation usually starts
with briefing, however Madam Zubaidah decided to setup the layout first as after the briefing
session, the waiters will have a Question and Answer (QnA)session about menu and service
knowledge. At 8.00 a, SOD which is me and Amirul will do the briefing. We start by
introducing ourselves and gives others related information for the operation such as menu,
task assignment, restaurant layout and time management or work schedule.

Next, after we done with the briefing, all the staffs must do the task assigned to them
(refer figures 1.0, 2.0 &3.0). All the preparation and mise-en-place should be finished by
10.30 am so all the staffs can have a break. As the runner and steward do a good work in
doing the opening task with the assist from SOD, they managed to finish the task before 10.30
and got to practice changing tablecloth for 10-15 minutes. The staffs break for 30 minutes,
until 11 am then they continue practice changing tablecloth and do final mise-en-place.

The restaurants operate for 1 hour and 45 minutes, start at 12.15 pm and end at 2.00
pm. After that, we continue with our closing task before having another break for Zuhur
prayer and changing tablecloth test. We finished the test around 4.30 pm and end our practical
class with a short post-mortem session.

1.6 Mise-en-place Activities

Mise-en-place is where all preparation to open the restaurant is prepared. Every staff
member plays different roles during mise-en-place. As for runner and steward, they will
prepare for the restaurant back house activity such as wiping the crockeries, high-ball glasses,

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set up the beverage counter and many more while waiters will prepare their side table and
customers table setting.

However, there is an appointed period for every task that waiters need to do. For
example, waiter need to cloth the side table in 20 minutes. After 20 minutes, their side table
will be evaluated, and marks will be given by Madam Zubaidah. Same goes while folding
napkin, doing table setting and mise-en-place.

Final mise-en-place is where we make a final touch up to make sure that everything is
in a good condition and to ensure that we can provide the best service possible for our guests.

Figures 4.0

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Figures 4.1

Figures 4.2

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Figures 4.3

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2.0 FRONT OF THE HOUSE ACTIVITY: SERVICE AND MENU OF THE DAY
2.1 Type of Service
Type of service is plate service. This service is where the meal is prepared in the
kitchen, placed on plates, and served to the guests by the waiters. This type of service is used
to produced food for a large number of group and to ensure that every customer receives their
food in no time and the food is still hot. Besides that, plate service is especially popular at fine
dining restaurants where the food presentation is the artwork of a skilled chef. Plate service
also refers to the fact that the food is not touched by the runner or the waiters.

2.2 Type of Menu

For that week, wea re having an Ala Carte Service. Ala carte service refer to the menu
that prices item individually. This service also provides options for customers to choose for
each course. For example, Chill Restaurant offer two choices of appetizer, soup, main course,
and desserts. We also have six choices of beverages for customers to choose according to their
preferences.

Ala carte service may take some time for the food to be prepared because the food is
cooked to order when selected by the guests If the menu is simple, it probable only spend less
time to prepare. However, if the menu is special, it may take more time to prepare.

2.3 Menu Card Design

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 Figures 5.0
2.4 Picture and Description of Each Menu Item
a) Mediterranean Potato Salad
- Mediterranean Potato Salad is a combination of several vegetables, which are potato, bell
pepper, cucumber, and red onion. These vegetables are then mixed with crumbled feta cheese.
Figure 6.0

b) Fish Finger
- Fish finger is made using dory fish and has been breaded. After that, they fry the fish finger
until golden brown. The fish finger is served with Tartar sauce

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 Figure 6.1
c) Potato Soup
- A cream soup made from potato, celery, and carrot.

Figure 6.2

d) French Onion Soup

- French onion soup is a soup made from beef stock and caramelized onion.

Figure 6.3

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 e) Baked Fish served with Tartar Sauce accompanied with assorted vegetable and
potato wedges
- A baked dory fish served with tartar sauce accompanied with assorted vegetable which is
broccoli. cauliflower, tomato cherry, and carrot and potato wedges.

Figure 6.4

f) Roasted Chicken served with Black Pepper Sauce accompanied with assorted
vegetables and mashed potato
- Roasted quarter chicken served with black pepper sauce accompanied with assorted
vegetable which is broccoli, cherry tomato, and carrot.

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Figure 6.5

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 g) Blondie
- Blondie is a brownie without chocolate and topped with hazelnut, walnut, and almond.

Figure 6.6

h) Fruit Platter
- Consist of different types of cut fruit which is red and white dragon fruit, watermelon,
papaya, strawberry, and kiwi.

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 Figures 6.7
2.5 Picture and description of table setting
This is the example of the table setting. Customer table need to be cover with a
tablecloth and table runner depending on the restaurants theme. As for Chill Restaurant, we
decided to have a nature like theme. This explains about the color selection for the table
runner and napkin used.

The color of our tablecloth is white and paired with green table runner. The napkin is
supposed to be gold, but the housekeeping does not have enough for that color and decided to
change some of it with peach color and used it as guest napkin.

On the customer’s table, there are certain cutleries and crockeries that need to be
arranged according to the table setting arrangement. Items that are needed are:

- Center piece (cruets, table number, and flower vase)

- Appetizer fork
- Appetizer knife
- BB knife
- BB plate
- Water goblet
- Guest
napkin

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 Figures 7.0
Figures 7.1

Next, for side tables we use white color rectangle tablecloth. On the side table, there
should be 13 napkin fold and 4 fish plate. List of the type of napkin fold and quantity for each
napkin are listed below:

Type of Napkin Fold Quantity

Breadbasket 1
Water Lily 1
Artichoke 2
Crumber 1
Service plate underliner 2
Pocket 1
Water pitcher collar 2
Round tray/ rectangle tray underliner 1
Table 3.0

2.6 Service activity

1. Hostess
On that day, I as a SOD are the person in charge to be the hostess. The duty of the
hostess is to greet guest at the front entrance, welcoming the guest into the restaurant and

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conducting the Standard Operation Procedure (SOP).
After that, she needs to lead the guest to their table
and introduce them to their waiters.

Figures 8.0

2. Waiters

After being introduced to the customers, waiter need to introduce themselves first.
After that, the waiter needs to unfold the napkin and placed it in the guest’s lap. The waiter
should offer the guests warm or cold water before presenting the menu card. When presenting
the menu card, they must briefly explain about the menu. When the guest has decided on their
menu, waiter will take their order on a notepad before writing it on the captain order. Order
must be repeat to avoid from any mistakes.

After the order has been sent to the kitchen, waiter need to adjust the cutleries based
on the menu that are ordered by the guest, course by course. The guide to change the cutleries
will be listed in the table below. Serve the soft rolls and butter to let their guest occupy their
time enjoying the bread. When the food arrives, served it without touching too much of the
plate to avoid fingerprint.

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 Food On the left On the right
Appetizer Appetizer fork Appetizer knife
Soup - Soup spoon
Chicken Table fork Table knife
Fish Fish fork Fish knife
Cake - Appetizer fork
Fruit Appetizer fork Appetizer knife
Table 4.0

Besides that, before serving the dessert, waiter should clear all the unnecessary
equipment on the table such as center piece, BB plate, and BB knife using a round tray or

service plate. If the guest did order a coffee or tea, waiter need to pick it up at the beverage
counter together with the teaspoon, saucer, sugar, and creamer bowl using a round tray.
Lastly, when guest have finished their food and about to leave, get the guest’s bill from the
cashier counter and present it to the customer and bid goodbye.

Figures 9.0

2.7 Beverage counter

Beverage counter is where all the drinks are prepared. This counter usually handles by
a bartender. In Chill Restaurant, we provide soft drink, juices and coffee or tea. They can

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choose it according to their preference and have a refill whenever they want. However, they
need to pay for the refill. On the beverage counter, there should be a necessary equipment,
utensils, and others necessary things such as juice stirrer, straw, and tray to prepare the
garnishing.

Besides that, every glass or cup need to be arranged neatly to avoid any incidents
happened and to ensure that the station is well organized and always clean. The counter can
also be decorated with some flower and signboard to attract guest to order the beverages.
Listed below are some of the F&B equipment and other things that are needed on the beverage
counter:

 Teaspoon  Decanter
 Coffee Cup  Wine Bucket
 Coffee Cup Saucier  Chinese Rice Bowl
 Sugar Bowl  Juice Stirrer
 High Ball  Straw
 Coffee Warmer  Rectangle Tray

Figures 10.0

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 Figures 10.1

2.8 Customer satisfaction survey

1 2 3 4 5
Section 1: Staff
Politeness of the hostess 0 0 0 2 8
Person Person Person Person Person
Politeness of the staff 0 0 0 4 6
Person Person Person Person Person
Response time of the staff 0 0 0 1 9
Person Person Person Person Person
Section 2: Restaurant service
Price level 0 0 0 3 7
Person Person Person Person Person
The way food is presented 0 0 0 5 5
Person Person Person Person Person
The menu was easy to read 0 0 0 3 7
Person Person Person Person Person
My dishes and utensils are clean 0 0 0 2 8
Person Person Person Person Person
The speed of service 0 0 0 4 6
Person Person Person Person Person
The cleanliness of the restaurant 0 0 0 1 9
Person Person Person Person Person
Table 5.0

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Section 3: Feedbacks and comments
- The service was done perfectly
- Best service
- The dining experience overall is excellent. Great service and the foods are delicious.

SURVEY SCALE
1 Very poor
2 Poor
3 Average
4 Good
5 Excellent
Table 5.1

The feedback from customers about our services and staffs are important because
through that feedback, we will try to improve the system and operations. Therefore, I conduct
this online survey to discover our strength and weaknesses and to see their level of satisfaction
for our service. The total number of customers are 12 people. However only 10 people are
reachable, while the other two did not respond to my message.

Based on the customer satisfaction survey, I can conclude that the operation was
perfectly done, and the customers are satisfied with the service provided because all of them
are giving the rate from 4 to 5. There is also no negative feedback or comments from the
customers except for one person who is concern about our staff health conditions.

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3.0 BACK OF THE HOUSE ACTIVITY
3.1 Runner
On the operation day, runner plays an important role in the restaurants. They (refer to
figure 1.0) need to work in a fast-paced and do multiple tasks in a short period. It starts off
with wiping the crockeries that need to be send to the kitchen and dividing the cutleries for
waiters. They also must distribute the linen which consist of tablecloth, table runner, napkins,
and rectangle tablecloth. With the help of SOD, each item will be distributed according to the
quantity that has been decided by SOD and Madam Zubaidah.

Next, when the operation is about to start, they must fill up their waiter’s water pitcher
with ice and bring down the butter that will be served with the soft rolls. SOD then will
distribute the butter for each table. During the operation hours, runners are responsible to
deliver the order to the kitchen. As each runner are responsible for two waiters/ tables, they
need to work systematically to avoid the delayed in delivering the foods. They need to double
check the orders with the waiter before sending it to the kitchen and ensure that there is no
confusion or unreadable orders.

Moreover, when delivering the foods from kitchen, there is a few things that they need
to reconfirm with the kitchen to ensure customers receive the correct order. The first thing is,
they need to ensure that kitchen give the correct order as in Captain Order. After that, they
need to bring along any condiments or sauces that came with the meals. Most importantly,
they need to know how the food is supposed to be presented to the customers so they can
inform the waiters. The foods need to be delivered in a good condition and presentable.

Finally, when all the courses have been bringing down, runners will help steward to
carry the dirty dishes to the steward area and assist with cleaning and wiping the dishes. To
make the process quicker and smoother, they will bring along trolly to put the clean cutleries,
crockeries, and glasses. When they are done, the trolly are sent to banquet to be count by the
assigned persons.

3.2 Steward
A steward assists in keeping a restaurant clean and sanitary. He (refer figures 1.0)
works as hard as runners because there is a lot that need to be done during the opening until
the closing of the restaurants. Usually, steward will be the last person to be at the banquet for
the post-mortem. He works begin right after we finish the briefing, whereby he needs to boil

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water for customer’s drinking water. This process needs to be done for several times to ensure
that the water is sufficient for six tables and for coffee and tea.

After that, as runner have been helping with wiping the crockeries to sent to the
kitchen, steward need to setup the beverage counter. Due to the insufficient number of staffs,
steward is also responsible as a bartender. He needs to make sure that the station is clean and
appealing to attract guest to buy our beverages. All the hi-ball glasses need to be wiped and
arranged neatly on the table so that it will make it easier when he received an order. He needs
to fill up the wine bucket and the box provided with ice for beverages.

As the operation starts, he will be the bartender first as there is no dirty dishes to wash.
Waiters will give him a copy of captain order and he will prepare the drinks as per order. This
continues for about 15-20 minutes. When there are no orders, he will bring the dirty dishes to
the steward area to clean. His job continues until the customers bid farewell and SOD pack up
the extra foods. Lastly, he is responsible to mop the steward area or throw the rubbish depend
on which classes finish first.

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4.0 CLOSING ACTIVITY
4.1 Closing activities
The mock restaurants are closed at 2.00 p.m. As the SOD, I monitor the staffs to do
their closing task that has been given and help to spend up the work. The closing task start
with cashiering that is done by me. I will calculate the total sales of the day and commission
for the waiters who managed to sell beverages to their customers. Besides that, I also need to
pack the extra foods equally for the staffs. Next, Masturah, Husna, and Farisya will help
Fahmy(steward) to wipe the cutleries and sent them to the banquet to be count. After finish
washing, Fahmy will throw out the rubbish at the steward area.

The counting task are assigned to waiters. Aliff, Aleeya, and Amirul are assigned to
count the linen while Amy, Fadzil, and me are assigned to count the cutleries. SOD need to
make sure that all the cutlery, crockery and linen are sufficient as ordered before being sent to
the F&B store and housekeeping. Lastly, Hazirah and Maizatul need to make sure that the
banquet is in a good condition and do not have any trash or anything left behind.

4.2 Content of briefing/post-mortem

During the post-mortem session, we discussed about the overall operation, from the
opening until the closing of the restaurants. As a supervisor, I appreciate the staffs for their
cooperation and helps. Most of them can carry out their duties and do their task without being
told to. The customers are also satisfied with the service provided and give a high rating to our
services. I also took the opportunity to congratulate them for finishing this practical class
successfully and to apologize for my flaws while being an SOD.

The session was then followed with Madam Zubaidah commentary about the
operation, distribution of commission money and restaurants’ sales. We dispersed after taking
a few pictures and bid farewell to each other. I and Masturah then help Madam to carry her
stuff to her office before going back to the hostel.

4.3 Picture of closed operation area

I do not have any picture of closed operation area, however, as a SOD I am

responsible for the cleanliness and the conditions of the banquet. Before we leave, I ensure

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that all tables are clean and neatly arranged just like how its look like when we come. If there
is any rubbish left, I will ask the staff on duty (refer to table 3.0), to collect and dispose the
rubbish. The banquet needs to be spotless without any rubbish or belongings.

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5.0 CONCLUSION
5.1 Problem encountered
There are several problems that the staffs, me, and the restaurant’s operation itself
encountered during that day. Some of the problems happens because of the systems that we
could not control.

1. Delayed in serving food

On that day, the restaurants start its operation hour on 12.15pm which is 15 minutes
late than usual. This is because it depends on the kitchen operation. If they could
prepare the food early, then the restaurants can operate at usual time. However, during
that day, the COD informed me that the kitchen were a bit hectic, and they could not
prepare the food on time. It is understandable because they are short in staff and there
is a lot of things that need to be done. Therefore, we must wait around five to ten
minutes before the first course is served.

2. The runner is stuck in the lift

This is not the first time it happened. It has happened several times on weeks before.
This is one of the examples of things that is uncontrollable and neither I nor Madam
Zubaidah could do anything to solved it on the spot. The runner that is stuck in the lift
is Masturah. Luckily, she managed to call me to inform about the situation. I tried to
handle the situation before asking for Madam Zubaidah help. She finally can get out of
the lift after 15-20 minutes.

3. Insufficient gold color napkin

This results to 2 different color of napkin which is gold and peach. However, it is
something that I as a SOD could not control, and our staff did a good job in choosing
the second color.

5.2 Recommendation to improve the system and operation

My recommendation is to improve the communication and teamwork between the
supervisor and the staffs. A great communication and cooperation from the staffs can bring a
lot of improvement to the system and operation. Besides that, to improve the operation, I must

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double-check the ‘to-do list’ before the operation day with my SOD partner so that all the
necessary things that we need are there.

5.3 Overall conclusion

In conclusion, I learn a lot from being a SOD even though it is only for one day. Being
SOD has taught me many things such as leadership, communication skills, appropriate
techniques, and skills to serve customers and how commercial and institutional foodservice
operates. Besides that, I also gain new experience by being SOD. Everything from
requisitioning cutlery, crockery, and linen until handling the staffs and guest are something
new that I learn.

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REFERENCES

a la carte . (n.d.). Retrieved from Merriam Webster: https://www.merriam-

webster.com/dictionary/%C3%A0%20la%20carte

Givemeservice. (2019, December 30). What is an A La Carte Menu? Retrieved from Twin
Oats Cateres: https://twinoakscaterers.com/what-is-an-a-la-carte-menu/

Menu planning and types of service. (n.d.). Retrieved from Bitesize:

https://www.bbc.co.uk/bitesize/guides/zv8m47h/revision/7

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APPENDIX
 APPENDIX A – MAHJONG PAPER

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 APPENDIX B – EXAMPLE OF CAPTAIN ORDER

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 APPENDIX C – EXAMPLE OF GUEST BILL

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 APPAENDIX D – CUSTOMER SATISFACTION SURVEY

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 APPENDIX E – PICTURES OF TEAM MEMBERS

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