FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 1 FOOD & BEVERAGE: SERVICE POLICIES AND STANDARD OPERATING PROCEDURES AL-SHURAFA FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 2 CONTENTS Ìntroduction customer and you Place Overview Departmental Overview and Contribution Departmental Reporting Structure Staff Attitude Hours of Work STANDARD OPERATING PROCEDURES: FOOD & BEVERAGE: SERVICE F&BS ÷ 001 Taking Reservations F&BS ÷ 002 Outlet Opening Duties F&BS ÷ 003 Outlet Closing Duties F&BS ÷ 004 Sequence of Service F&BS ÷ 005 Greeting & Seating F&BS ÷ 006 Menu Presentation F&BS ÷ 007 Taking Beverage Order F&BS ÷ 008 Serving Beverages F&BS ÷ 009 Tea/Coffee Service F&BS ÷ 010 Clearance Method F&BS ÷ 011 Clearance of Ashtrays F&BS ÷ 012 Glassware Polishing F&BS ÷ 013 Cutlery Polishing F&BS ÷ 014 China Ware Polishing F&BS ÷ 015 Placing and Conducting Requisitions F&BS ÷ 016 Personal Hygiene and Uniform F&BS ÷ 017 Monthly Training F&BS ÷ 018 Lost Property F&BS ÷ 019 Records F&BS ÷ 020 Safe Chemical Handling F&BS ÷ 021 Preventing Falls F&BS ÷ 022 Personal Appearance F&BS ÷ 023 Suggestive Selling F&BS ÷ 024 Basic First Aid Emergency F&BS ÷ 025 Pest Control F&BS ÷ 026 Mis- in-Place F&BS ÷ 027 Break Time F&BS ÷ 028 Currency Policy CUSTOMER AND YOU (UNDERSTANDING THE INDUSTRY) WHAT IS CUSTOMER ABOUT? FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 3 Tourism is about people who travel away from their familiar home environment. Of ten they travel on holiday; or they may be traveling on business trips; they may be traveling to visit friends and relatives; they may be going to pilgrimage; they may be traveling to a conference or even a sporting like the World Cup Cricket series or the Olympic Games (eith er as spectators or participants). Sometimes they travel to another country, but not always.
The key points here are: Tourist can travel for a lot of different reasons Tourists do not always come from another country When travelers stay with in their own country they are called Domestic tourists, but when they travel to another country they are international tourists. Ìnternational tourists arriving in another country are referred to as Ìnbo und while departing national setting off for another country Outbound tourists. Tourists can be described by their reason for traveling. The term hol idaymaker and business traveler are obvious, less obvious is the term VFR which means visiting friends and relatives. Least obvious is the term common interest. Ìt is used to describe trav elers who are joined by other travelers who have come to share the same experiences when they reach thei r destination. Pilgrims, conference and convention delegates, people who travel to hea lth spas and medical centers, participants and spectators at sporting events are all part o f the common interest category. Tourism is about the industries that look after these travelers. The key points here are: They can travel for a lot of different reasons. They need people to look after them and to provide services like food and dink, somewhere to stay, transport to get about, help and information to ge t about, activities and entertainment and transport to get them out and home again. Visitors from another country often need extra care because things like socia l customs, the language and currency may be strange to them. Accommodation and catering sector Transport sector Travel agencies Tour operators Entertainment and leisure providers Guides and information services The above business makes up the private sectors. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 4 Government departments with tourism responsibilities (transport / plannin g and development / policy making / immigration / customs and excise / licensing and regu lation / destination marketing) are in the public sector. There is one definition of tourism that has universal acceptance. Ìt says that: "Tourism is the temporary movement of people to destinations outside o f the places where they normally live and work, and their activities during their activities stay at the se destinations." FOOD AND BEVERAGE SERVICES When we speak of hospitality it is important for us to get a clear understanding of the component parts of our industry. We can use the model below to help us to do this and it also allows us to see the importance of each worker in the industry. As we can see the hospitality industry consists of two important parts:
1. The customer or Guest 2. The Service Provider (Hotel, Restaurant, etc.) On the customer's side we know that each customer has needs or expec tations. A typical example of these needs exceptions would be: Quality of food Value for money Quality service Comfortable surroundings Safety and hygiene standards The service providers must ensure that they meet the exceptions of gu ests / customers by making the following available: Staff (sufficient in number) Products (of good quality) Service (of good quality) Environment (comfortable and clean) As we can see from our model, when the customer's expectations are m et or exceeded by the service provider, the customer feels for many people. One of the most important things for the service provider to do is to have a ski lled workforce. We can divide the type of skills needed into two categories: 1. Technical skills ( the ability to perform the task to standard) 2. Social skills (the interaction between staff and the customer) Through this Food & Beverage Service program we will work to develop both of the se skills. Never forget that people are the most important asset to any hotel. You must never under estimate the importance of your role in providing the guest with a pleasurable e xperience. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 5 SOCIAL SKILLS We have previously mentioned social skills, and what we mean by this is interact ing with guests, e.g., meeting or greeting guests, or perhaps our ability to hold a c onversation with a guest or guests. Here are four important points to remember when greeting guests: 1. Good smile 2. Eye contact 3. Correct greeting 4. Good body posture You will know from your own experiences as a customer the difference made by a w arm, friendly greeting, from the person serving you. Your own greeting to customers should always be polite and courteous. A smile is always well received by guests. The precise words you use to greet customers will depend on the time of the day and the style and rules of your establishment. For more formal places "Good evening, Madame" will be expected, while for casual or informal places, "welcome to freddies" might be appropriate. Also remember that customers feel welcome when you use their name, e.g., "Good evening Mr. Samarage ". The most common gre etings are "Good morning", "Good afternoon", "Good evening", and "Good Night".
Usually a sequence of events happens when a gust enters a restaurant. This is ca lled the meet, greet and seat sequence, because firstly we meet the customer, followed by a gre eting and then we seat the customer at a table. The ideal situation is for you to escort the customer to the table. You can then help everyone get seated comfortably. Pullout chairs, unfold napkins, hand out menus, etc. Ìf the customer is already seated and studying the menus when you arrive, then you must greet them immediately, i.e, "Good evening, sir". Ìn some restaurants staffs i ntroduce themselves by name. You may then offer drinks or take the food orde INTRODUCTION Written direction from management, particularly at the 'start up' of a new hotel is necessary to establish the ground rules and give guidance to staff members. The goals of every department in the Hotel must be crystal clear ÷ with no deviati on. PoIicies GeneraI Information- That ShouId be Listed/FiIed Standard Operating Procedures A Standard Operating Procedure (SOP) will be in place for each task in the hotel . Ìt will consist of a list of activities involved in carrying out a specific activity. T here will also be general staff information such as working hours, grooming and hygiene standards, expected leve ls of behavior both to colleagues and to hotel guests. New PoIicies and Standard Operating Procedures When a situation arises and there is a need to establish a new poli cy or procedure the Departmental Head concerned should produce a draft which should be agreed with t he General Manager. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 6 PLACE OVERVIEW DescrIptIon DEPARTMENTAL OVERVIEW AND CONTRIBUTION THE FOLLOWING GUIDELINES APPLY TO THE FOOD & BEVERAGE DEPARTMENT IN THE AL-SHARAFA 1. Ensure service standards are always maintained maintained according to fixed work instructions, to achieve and exceed expectations of a 5 star property . 2. Maintain Hygiene Standards and Regulations in in accordance with Munic ipality requirements for all Food & Beverage operations. 3. Ensure adequate associate training training is provided in accordance with fixed work instructions, throughout the year to maintain high service quality standards. 4. Work Ìnstructions Ìnstructions are incorporated and and devised by the F&B Management . They are to be reviewed annually, in consultation with the Quality Manager to ensure that they reflect the needs of the department, and are in line with the Quality Standards set by the c ompany. 5. Ensure all associates are given equal opportunity for career devel opment, and that
performance appraisals are carried out annually. 6. Capture all potential revenue through various promotions and events. 7. Always be fully aware of the competition activities and pricing. 8. Adopt an adequate price price policy as per season fluctuation, fluctuation, market receivability /acceptance and in line with our competitors. 9. Ìn coalition with the Sales Department: Ensure creation of special events to maximize revenue. 10. Ìn coalition with the Marketing Department: Ensure the Jebel Ali Golf Resort & Spa restaurants and F&B Events are prom oted via printed media or through other communication means. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 7 11. Ensure all Food & Beverage material is kept tidy and well stored. 12. Always maintain breakage of material to the strict minimum through associate training and proper storage. 13. Ensure guest entertainment throughout the year is in accordance to customer profile and fitting with budget constraints. 14. Ensure briefings are carried out on a daily basis to keep associates informe d at all times with new promotions, along with any issues that need to be discussed from the previou s day. 15. A revenue meeting is held every week where F&B, Sales & Marketing and Revenu e can discuss current and new projects. Minutes are to be recorded and documented acco rdingly. 16. Guest comments/complaints with regards to all departments are forwar ded to the Quality Office, and sent to relevant departments immediately, so corrective act ion can be taken efficiently and promptly. 17. Ensure Beverage quality standards meet or exceed guest satisfaction and r eflect the theme of the restaurants. 18. Ensure that prime costs (beverage/ food cost of sale and payroll) is kept within the budget frame. 19. All end of the month reports are generated through the Finance De partment and shall be reviewed on a monthly basis. 20. Ensure maximum empowerment is given to each restaurant in charge a nd associates are able to seek initiatives, creativity and overall Food & Beverage team motivation . 21. Customer feedback will be devised through the Quality Office by recording th e information on the company database, thus ensuring efficient monitoring and continuous improvement is carried out throughout the F&B sector. 22. Ensure adequate media promotion is carried out, which positively enhances an d supports the image of the Resort's facilities, services and events. 23. A restaurant log book should be completed by the restaurant manage r on a daily basis, containing the following details: Number of covers/Food & Beverage Beverage Revenue/Total Revenue/Total Revenue/Complains Revenue/Complains Durin
g the Operation/Kitchen Ìssued The log book shall be signed and forwarded to the F&B Office, where it shall be reviewed by the Director of F&B, who will initiate any corrective action (if any) when requi red. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 8 FOOD AND BEVERAGE : SERVICE REPORTING STRUCTURE Grey boxes denote no job description available Banquet Coordinator F&B Secretary Room Service Ast Head Waiter Room Service Head Waiter Head Bartender Room Service Captain Banquet Captain Minibar Captain Head Waiter Banquet Supervisor Station Waiter/ Captain Banquet & Catering Manager Restaurant Manager Room Service Manager F & B Director General Manager Ast. F& B Director Waiter BusBoy Barback Hostess Bartender Banquet Waiter Room Service Waiter Minibar Waiter Room Service Order Taker Ast Shop Manager Choc + Silver Supervisor Banquet Sales Executive
Cigar Room Staff Fruit Display Staff Pancake and Waffle Maker Usher Saleslady/ Salesman Delivery Driver Cashier FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 9 COFFEE SHOP SERVICE REPORTING STRUCTURE: Headwaiter Captain Captain Bartender Bar boy Captain Restaurant Bus Boy Operations Manager Waiter FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 10 Coffee Shop manager This person has overall responsibility for the organization and administration o f particular food & beverage service areas. These may include the lounges, floors, grill rooms, restaurants a nd possibly some of the private banqueting suits. Ìt is the restaurant manager who sets the standard for s ervice and is responsible for any staff training that may have to be carried out on or off the job. He or she may make out duty roaster holiday list and hours on and off duty so that all the service areas run efficie ntly and smoothly. Duties: Train staff Make briefing before every shift Co-ordinate between management and staff Make daily report for service Read and sign the log book Handling guest complaints and finding solution Co ordinate between kitchen and restaurant before service Communicate with the guest (PR) Co ordinate with the other department if there is any any special special event Head waiter/maitre d'hotel/supervisor This person has overall charge of the staff team and is responsible for seeing t hat all the duties necessary for the pre preparation for service are efficiently carried out and that is noth ing is forgotten. The headwaiter will aid the reception headwaiter during the service and will possibly take some orders if the station waiter is busy. The headwaiter helps with the completion of the duty roaster and holida y list and may relieve the restaurant manager on their off days. Captain/section supervisor
Captain has the overall responsibility for a team of staff serving a set number of table, which could be anything from 4 to 8 in umber, from one side board. He must have a good knowledg e of food & beverage and its correct service, and be able to instruct other members of the staff. She or he will take the order and carry out all the service of the table with the help of waiter, who is the secon d in command of the station. Station waiter/chef de rang The station waiter must able to carry out the same work as the captain and relie ve him on off days. Both the waiter must work together as a team to provide an efficient and speedy servi ce. Busboy This person is next seniority to the waiter and assists where necessary. During the pre preparation period some of the cleaning and preparatory task will be carried out by him. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 11 KNOWLEDGE OF FOOD & BEVERAGE The staff must have sufficient knowledge of all the items on the menu and wine l ist in order to advice and offer suggestion to customers. Further more they must know how to serve correctl y each dish on the menu, what its accompaniments are, the correct cover, the make up the dish and its app ropriate garnish, and also how to serve various types of drinks, in the correct glass and at the right temp erature. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 12 HOURS OF WORK HOW THE FOOD AND BEVERAGE DEPARTMENT RELATES TO OTHER DEPARTMENTS WITHIN THE ESTABLISHMENT: KITCHEN : Producing food for service. FRONT OFFICE : Accepting, transferring Telephone call, messages or reservation MAINTENANCE : Maintaining all furniture, Fixture and fittings. STORES : Purchasing all stocks of both food and beverages items. HOUSE KEEPING : Room service food order. ACCOUNT AND FINANCE : Purchasing debtors and Creditors, customer billing. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 13 STANDARD OPERATING PROCEDURES Department Food & Beverage: Service Task TAKING RESERVATIONS Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 001 PoIicy Table bookings will be taken for the following out Our coffee shop work on a "first come, first serve¨ for guests. GuideIines Approximately 50% of Food & Beverage bookings are taken by Front Office or Guest
relations, the rest are received through the direct line of F&B or by guests who are frequently visiting the Coffee Shop. Most complaints are due to miscommunication between the F&B Office and Front Off ice/ Resort Relations regarding details such as smoking/non smoking, the view, timing of reservation, number of persons booked or table preferences. An additional problem is that guests tend to tu rn up at the wrong outlet or at the wrong time. Procedures Booking Process Food & Beverage (In House Guests) A table reservation form with three copies will be completed and allocated as fo llows; Reservation will be taken directly by each restaurant straight on the reservatio n book and whilst the Coffee Shop is closed the reservation book will be at the FO for all the reservation to be taken. The following details will be noted on the reservation form: Name and room number, number of guests Restaurant name, dining day and time, smoking, non smoking, terrace, baby cha ir, other Preferences of guest and mobile number. The name of the person who has taken the reservation, the date and time. time. Ensure all details are confirmed before issuing the white copy to the the guest. guest. Advise the guest of the appropriate dress code for the restaurant and inform that the reservat ion will be held for 30 minutes after the 'dining time' before the table is released. Thank the guest. Booking at Front Office desk or Resort Relations desk will be handled as follows : Receptionist/Hostess will greet the guest and take down the relevant details by ticking the Boxes required such as outlet, seating preferences, time, etc. Receptionist/Hostess will call the F&B reservations and confirm availability of the booking as per the requirements. Receptionist/Hostess can book directly with the restaurant during the actual outlet service time. Ìf F&B reservations confirm the booking, the Receptionist/Hostess will sign the completed form and give the white copy to the guest for their reference. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 14 Ìn cases where booking requirements cannot be accommodated Ìf the Receptionist/Hostess is unable to obtain a booking confirmation from F&B reservations i.e. closed/does not answer the phone, they must record all the guest details and req uirements on the same form, mark the form with TENTATÌVE BOOKÌNG (hand written), and advis e the guest if external guest that a confirmation of the booking will be posted in his room via message log (Fidelio Front Office). Ìt will be the responsibility of the Receptionis t/Hostess to follow up on all booking enquiries received until confirmation is guaranteed. A confirmation duri ng daytime will be guaranteed within 60 minutes to the guest.
Taking Outside/External Guest Reservation Outside guest booking to be taken straight to the the Reservation Reservation Book designated to each Restaurant outlet. outlet. Ìf each restaurant outlet not available then then reservation is to be taken by the Front Office. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 15 Department Food & Beverage: Service Task OUTLET OPENING DUTIES Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 002 Procedures Opening the OutIet Collect relevant restaurant keys from Security Office. (responsible appointed person from morning shift) Sign in the Key Register. Collect the cash float and rooming list from Front Office.(responsib Office.(responsib le appointed person from morning shift) Check respective Restaurant pigeon hole. Sign your name, restaurant and date. Check for any memos or printed material, and hand over to the Supervisor in-charge of the Outlet. Open all doors where applicable. (After opening opening the restaurant restaurant the key should be with out let manag er/asst.manager or head waiter.) Switch on lights according to the light mood setting. Check and Switch on the A/C. Switch on Music. Switch on Coffee machine. Collect all Communication and Reservation Books from the Front Office. Collect and Check all requisition forms made during the previous night operat ion. Collect Linen for the day's operation Check that side stations are clean and well prepared with cutlery, crockery a nd glassware. Check all equipments such as wine buckets etc. Go thru the night shift information book for more dilates or information.. Preparation Prepare all condiments. Check for non-available items. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 16 Check for any special dishes of the day. Check the appropriate Table Set up according to reservations/bookings for the day. Pre-shift meeting (Briefing) Briefing should be conducted by the Restaurant Manager/Supervisor everyday be fore the start of each shift. Chef to inform/brief the Restaurant Manager/Headwaiter/ about the running low or out of stock menu items and daily specials as well. Bar staff staff have to inform inform about the running running low or out of stock stock menu items and and daily . Specials as well.
Restaurant Manager/ Headwaiter to encode the running low/out of stock item/s to the MÌCROS system and update the staff as well during service Ìnform associates associates of available, running running low or non available items, VÌP guests. Station Assignment/s etc. Discuss about guest complain and how to avoid it. Discuss about sales repots and our budgets. After briefing Waiters/Waitress to double check the table set up according to the standards and make sure everything is set up according to standard set up. WeekIy Rota Weekly Rota for all levels of associates should be kept for a period of o ne month after expiry for future reference. All Outlet Managers/Supervisors to act accordingly. OutIet Logbooks Outlet logbooks (information book) must be kept for a period period of 12 months months for reference. All Outlet Managers/Supervisors to act accordingly if any complaints are reco rded. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 17 Department Food & Beverage: Service Task OUTLET CLOSING DUTIES Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 003 Procedures Re-Set TabIes Re-set tables for the next day's operation Check all side stations for used equipment. CIosing the OutIet Close all doors (where applicable) Prepare and organize requisition for next shift operation. Switch off all lights. Switch off music system, Coffee machines, Crepe and Waffle machine, Knefeh ma chine, Whipped cream machine and Plates heater machine. Coffee Shop must be left clean and tidy at all times. Fill up maintenance request if needed. Hand Over of Cash SaIes and Checks to Front Office Hand over the Coffee Shop keys to the Security. Hand over cash sales and checks in accordance with Cashiering Procedure. Sign out of key register at the security. Sign your name, outlet name and date. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 18 Department Food & Beverage: Service Task SEQUENCE OF SERVICE Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 004 Greeting & Seating Make yourself aware of customers at all times and maintain a gener al care of them as they are walking into the Coffee Shop. Greet the guest within 15 seconds seconds in a pleasant and friendly manner.
Ascertain guest's name and use guest's name at each appropriate moment. Ask the the guest for his/her his/her table preference is smoking smoking or non- smoking, smoking, or or out side table. (Remind that smoking is allowed only in the terrace premises of the coffee shop) Ask the the guest to follow you and lead the the customer; customer; do not be be led by the custo mer. Always Look back to see whether guest is still following. Seat guests only at fully laid tables and assist with seating, ladies first. Ensure the guest is seated within 1 minute of arrival. Always offer chair assistance. Give help to remove coat/ jacket if needed(lady first) Menu Presentation and Orientation Present menu open and begin with children, ladies, men and host last. Always offer a menu orientation, but don't automatically give this, only act when a guest requests this option. Ìnform of any special items and provide full explanations. Ìf the guest has preferences, provide suitable recommendations. Order Taking- Preparation Ensure you have detailed knowledge of the products (food & beverage ), the menu and the ingredients. Prepare pen and order taking pad before approaching the table within 5 minute minute s of giving the menu. Stand correctly and maintain eye contact when talking to the guest. Maintain conversation throughout the order taking process. Start with ladies first, followed by gentlemen and always the host last (if host is a lady take her order after the last lady guest). FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 19 Repeat the order to the guest straight after taking his/her order, "Excuse me Mr. XXX, may Ì repeat the order¨? Always thank the guest. Place the order with the kitchen or the assigned section section and indic ate to the Chef any special requests. Beverage orders should be taken within 2 minutes minutes of the food food order being give n. Menu should be taken away at the same time waiter/waitress finishes taking or der. Service Beverage should be served within 3 minutes from ordering. Ensure that cutlery is placed to accompany the order. Review the table table for extra drinks; always offer offer the guest a refill if if their d rink is nearly empty. Change ashtrays on a regular basis. Offer extra napkins napkins (paper (paper napkin) napkin) if they fall on the floor floor or appear dirty. dirty. Serve order when ready from the Kitchen or section, when presenting the dishes present as follows; children, ladies, gentlemen followed by the host last. While holding plate never put your finger inside the plate surface Food is to be served within 10-15 minutes of order; dessert is to be served within 5 minutes of order except Crepe and Waffle it takes the same time of preparation as food and served form the
right hand side where possible. Regularly enquire with the guest whether everything is to their satisfaction. Normal opening time is from 7.00 AM till 12.00 PM. Check Back Check back ÷ always return to the table to enquire if everything is satisfactory. "Excuse me Mr. XXX, is everything to your satisfaction? CIearance Clearance: DO NOT CLEAR ANY PLATES BEFORE EVERYBODY HAS FÌNÌSHED, start with children, ladies, gentlemen (host last). Remove all cutleries that were pla ced for the particular dish. ( if any guest request for clearance do it to the who asked only ) Re-check the table for any additional service points. Extra cutlery to be be pla pla ced if required. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 20 Dishes to be cleared within 3 minutes of all guests' finishing. Se rve and clear next course to the same standards as appropriate and remove additional side plates & cruets using a round service tray( when clearing glass always use a tray). Crumb Down Wipe down down the table if appropriate with a napkin and side side plate. plate. Never wipe c rumbs onto the floor. Dessert Place desert cutlery if not already placed. Offer a drink with the dessert. Hot Beverage Service Offer the guest guest the option for coffee coffee or tea: "May "May Ì offer you a selection of c offee or tea, Mr. XXX?¨ Offer the guest guest choices for both both tea and coffee coffee i.e. i.e. Turkish, Turkish, espresso espresso etc. O ffer additional coffee or tea refills Always ask the guest whether he wants coffee with the dessert or after. Use service service tray tray and serve within 5 minutes of order, order, or 5 minutes minutes of the des des sert being cleared. Check Presentation Never present the check to guests without first being asked. Ask the guest whether everything was to their satisfaction. Ensure check is is accurate; accurate; this should be be presented presented within within 1 minute of of being r equested. The check check must be clearly clearly itemised itemised and correct, and presented presented with with a hotel pe pe n in a clean bill folder. Handle discounts where applicable obtaining relevant details. Never stay behind the guest when he is paying Check if guest forget something before his departure Cash payment receipt to be automatically offered. Credit Card ÷ associate must verify signature or use PÌN. Thanks the guest for visiting our place Departure/FareweII Thank guest by name and wish them a pleasant evening. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 21 FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 22 Department Food & Beverage: Service
Task GREETING AND SEATING Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 005 Greet the Guest Guest should be greeted or acknowledged by the Hostess, Headwaiter o r the closest staff member within 15 seconds upon entering the Coffee Shop. Guest should be greeted in a friendly friendly and pleasant manner. Associates should always smile. Always use eye contact with the guest. The waiter/waitress should ascertain the guest's name and this shou ld be used throughout interactions where possible. Greet guest with with the time of of day i.e. Good Good morning, morning, Good Good evening evening Mr./Mrs. Mr./Mrs. XXX . SpeciaI Requests Check the availability availability of tables. tables. (Ìf the table table is not available available apologize apologize to to a nd offer another table closest to the guest preference. Ascertain guest's name and room number.(Ìf Applicable) Guest should be asked whether they would prefer a smoking/non smoki ng table. Ìnform guest how close His/ Her table in the smoking area. Ascertain number of persons. Use guest's name. Guests should be offered offered the choice if available available whether whether they they would like a wi ndow table, terrace table or if they have any special requirements e.g. child seat. Seating the Guest All guests should be seated as soon as possibIe upon arrival. The Hostess/ Headwaiter should escort the guests to their table. Pace your walk walk according to the guest and and look back to see if gu est is following and wait when necessary. (Pacing is at least 2-3 step ahead of the guest/s) Always use the least distance going through the guest/s allocated table. Never say to the the guests: guests: follow me, but rather say: This way please. The host/waiter should aIways seat the guest at a fuIIy fuIIy Iaid tabIe. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 23 Chair assistance should always be offered offered to the guest. (Ìf applicable politely assist the guest/s in taking off His/ Her suit or jacket.) Help if guest want to put off his coat/jacket. lady first After seating the guest/s guest/s inform inform them of the the staff that will will attend them very very shortly. Ensure that you seat ladies first, then gentlemen and host last Use baby chair if requested FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 24 Department Food & Beverage: Service Task MENU PRESENTATION Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 006 Body Position When presenting the menu stand to the the right right hand side of the guest Avoid direct guest contact.
Avoid leaning over the guest Maintain eye contact when talking with the guest. Always smile. ( when appropriate) Menus Menus should be clean, in good condition, free from any stains and bad odor. Check that you present the guest guest with the menu menu of their preference i.e. Engli sh/Arabic. Manager and Headwaiter should be aware of any item that is not available on the menu. Present the Menu The menu should be presented from the right hand side. Ìf children children are are present they should should be presented with the the menu first. (above (above 5 yrs below 10 years) Ìf no children are present then ladies should should be presented presented with the menu first, followed by the gentlemen, the host will always be last. Ìf host is a lady she will then be presen ted with the menu last amongst the lady. The menu should be presented already open on the first page. Always use guest name where known, at least that of the host. Announce to the guest "the menu Sir/Madam¨ Menu/Product KnowIedge Always inform the guest of any specials of the day. Be sure sure you are able able to answer any queries queries from the guest guest regarding regarding menu item s. Ìf not known, ensure that you follow up and confirm back to the guest. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 25 Try to accommodate any any reasonable off menu requests, i.e. i.e. additional condiments, sauces, dietary requirements etc. Ìnform the guest if anything from the menu is unavailable. Ìf during during middle middle of the service; service; kitchen kitchen or sections runs low low of any menu menu items the Chef is to update the Coffee Shop Manager or the Headwaiter of the situation and the latter to communi cate the information to all concerned staff. Ìf there there is any special special food food request request made to the the waiter/waitress, waiter/waitress, just always always r emember to ask the Chef before confirming to the guest by Yes or No. Department Food & Beverage: Service Task TAKING BEVERAGE ORDER Responsible for SOP Food and Beverage Director FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 26 Date Ìssued Document Reference # F&B S 007 Taking Beverage Order Waiter/waitress should have good product knowledge of the beverages available within the establishment to assist guests when required. Ladies beverage beverage orders should be taken before gentlemens'. Ìf Ìf children are present their beverage orders should be taken first. Ìf host is a lady, her order will be taken last amongst the rest of the other l adies then gentleman last. Be able to recommend drinks with the appropriate meals. Ascertain preferences, i.e. ask guest if they prefer ice in their drinks.
Always offer water (ascertain type of water i.e. still/sparkling) in addition to other beverages. Write Order CorrectIy Write K.O.T as per food order. Order shouId shouId be taken within within 2 minutes of beve beve rage order or when the guest is ready. Confirmation Ensure the order is repeated slowly slowly and clearly back to the guest to prevent any mistakes from occurring. Check back with the guest that the order is correct and understood. Check and write any missed out orders. Ìnform guest of cooking time time if there are food order order that will take more time than the regular menu item/s. Thank the guest Gather together the menus Return the menus to the service sideboards Serve drinks accordingIy, within 5 minutes of ordering. Taking Tea/Coffee Orders Always automaticaIIy offer the guest tea/coffee after their meal. Whether a guest requires tea or coffee, offer a selection of both beverages. Ascertain preferences, for example cappuccino, regular, decaffeinated. Ìf tea is requested requested then then offer the guest guest a selection of teas teas on his table table for h is choice. Ask the guest whether hot or cold milk is preferred. Offer guest alternatives if available such as hot chocolate, Turkish coffee, liquor coffee etc. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 27 Confirm back the order with the guest. Write order correctly Serve orders, Refills should always be offered. AcknowIedgement AIways thank the guest and use the guest name whenever possibIe. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 28 Department Food & Beverage: Service Task SERVING BEVERAGES Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 008 Beverages Drinks should be served served within 5 minutes minutes of taking the beverage order. Service of Beverage Order To be delivered to the guest on a restaurant tray. Drinks should be served served from the right side of guest if space allows. Waiter to supply and place drinks as requested. Announce the drink order to the guest before placing on the table to ensure that guest receives the correct drink. Waiter to handle glass from stem or base at all times. Ìn the case of bottled/canned or mixed drinks, these these should be poure d in front of the guest and not pre-poured. Drinks to be served served in the correct glassware. Glassware should be matching matching in pattern and consistent throughout the restaurant. Glassware should be clean and free of any chips or cracks.
Any garnishes should be fresh and appropriate. Drinks should be chilled if applicable. Ìn case of a mixed mixed drink a stir stick is to be provided. RefiIIing of Beverages Waiter/waitress should offer replenishment when the glass is one third empty. AIways ask the guest if they wouId Iike a refiII. Associates must offer an additional beverage within two minutes of drinks drinks bei ng empty. Always place beverage order on top of a hotel branded coaster if table cloth is not applicable to the outlet.. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 29 Department Food & Beverage: Service Task TEA/COFFEE SERVICE Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 009 Coffee/Tea Service To be carried out after service of dessert dessert or when requested by the guest. All crockery used in tea/coffee service should be clean, clean, free from any stains and chips. Ìn the case of filter coffee offer to pour for the guest. Filter coffee should be made made at regular intervals so that that it is a lways fresh and of the correct temperature. Sugar SeIection An assortment assortment of branded branded white and brown brown sugar must be provided as well as sw eetener. Tea A variety of Tea bags should be offered. Ensure that all tea bags are within their shelf life. Tray for Service Prepare tray for Coffee service: Coffee cup/saucer/teaspoon Sugar bowl Jug with milk (Always check milk quality and freshness) Coffee pot (Always check condition; must be free from any stain and chips) Tea Order: Tea cup/saucer/teaspoon Sugar bowl Jug with milk (Always check quality and freshness) Tea pot with boiling water Selection of Tea bags. All trays should be clean and well polished. Service of Tea/Coffee Place tea / coffee cup with saucer and teaspoon teaspoon on the right right hand side of of the guest. Tea/coffee pots should be placed beside the cup. Milk / sugar bowl should be placed in front of the guest. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 30 Use of the Coffee Pot For coffee orders Pour coffee from the right hand side where possible Serve a small small glass of chilled water along with the coffee order. Coffee types (other than fiIter coffee)
Cappuccino Latte Espresso Turkish Macchiato Service of Espresso Demitasse cup / spoon / saucer Service of Cappuccino Coffee cup/saucer/teaspoon Always sprinkle cinnamon powder on top of the cappuccino. Sprinkle chocolate powder only when requested by the guest. Serve a small glass of chilled water along with the coffee. Service of Turkish Coffee (if appIicabIe) Turkish coffee to be prepared as per the guest request. To be prepared in a Turkish coffee pot. Pour Pour on a demitasse demitasse cup in front of t he guest. Small glass of chilled water along with the coffee order to be served. Cookies or ChocoIate To be served to guest when they order tea/coffee separately. (2 cookies or 2 pieces of chocolate are to be served for one pot of tea/coffee) Cookies or chocolate to be served on a side plate. Department Food & Beverage: Service FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 31 Task CLEARANCE METHODS Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 010 CIearing Methods Plates should be cleared cleared within 3 minutes minutes of all guests finishing their meals . Unless requested by the guest otherwise. CIearance of pIates Use the two plate clearance method. Use left forehand for stacking. (Stack maximum 4 Plates.) Right hand for clearance. Crockery/cutlery should be cleared on a buss tray into the stewarding area of the kitchen. Always clear from the right if space allows Avoid guest disturbance Clearance to be carried out course by course Associates should remove side plates, side knives, butter and cruets on compl etion of main course. Condiments that comes comes with any dish to be cleared upon completion of that that dis h. CIearance of CutIery Respective cutlery also to be removed, removed, course by course- avoid guest disturba nce To be carried out by using a tray once the food order has has been taken. Extra Extra c utlery should placed at this time depending on the guest order. Covers where no no guest is seated seated should should be removed all together together with the cutle ry. This should be carried out from the right hand side if space allows. CIearance of GIasses Empty glasses to be cleared by using a service tray. Always from the right if space allows. Avoid guest disturbance.
Replace glasses where necessary Always clear empty/soiled glasses by its base/stem. CIearance from Side Station FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 32 When clearing side stations, never disturb the guest if they are passing i.e. always let a guest through first when passing your way. Carry out clearance by placing all used equipment on a clearance tray. Stack equipment neatly and in an orderly fashion. Do not overload the tray to prevent breakages from occurring. Clear into the stewarding area of the kitchen. Crumbing Down the TabIe ( If AppIicabIe) Crumb down the table from the right depending on the table position. To be carried out after the main course. To be carried out using a side plate. PIacing Extra CutIery Automatically offer desserts after main course. Before sweet/dessert is served ensure guests have dessert cutlery available o n the table. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 33 Department Food & Beverage: Service Task CLEARANCE OF ASHTRAYS Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 011 CIearing Ashtray Ashtray should be clean and free from any chips/stain. Service Tray Should be clean and well polished Ashtray to be placed on the service tray Procedure Carry clean ashtray on a tray, presented as above. Clear dirty ashtray: Clean ashtray to be placed on dirty ashtray Remove both ashtrays from the table on to the tray. Avoid ash spilling. Once the dirty ashtray has been removed, place clean ashtray on the table. This should be carried out from the right hand side if space allows. CIearance Ashtrays should be cleared after each cigarette has been finished. Ashtray should be clean before placing food on the table. Ashtrays to be checked and cleared after every course or when required. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 34 Department Food & Beverage: Service Task GLASSWARE POLISHING Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 012 Choose Equipment Select glass clothcloth- Cloth Cloth should should be clean, dry and absorbent and free free from an y odour. Select bucket with hot water- Water should not be too hot; the bucket shou ld be clean and free from any odour.
Method Hold glass stem and dip the mouth in the water Hold one one end of the glass by by the stem and and use the other other hand hand for wiping. Ensure that the the glasses are not chipped and that that there are no fingerprints/ m arks on the glass. Place the wiped glass on a clean rack/clean tray. . FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 35 Department Food & Beverage: Service Task CUTLERY POLISHING Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 013 Choose Equipment Select cleaning cloth- Ensure that the cloth is clean and absorbent. OnIy use discarded Iinen cIoths provided by Iinen room. DO NOT USE NAPKINS AT ANY TIME. Select ice bucket bucket with hot waterwater- Make sure the bucket is clean and free from any odour. Prepare empty plastic cutlery rack- Check that the rack is clean. Method Ensure the cutlery is not damaged in any way. Have the empty cutlery rack in front of you. Place the cutlery in hot water bucket Take one end of the linen cloth and lay on your left hand. Take some cutlery , holding them in your left hand, take the other end of the linen cloth and by your right hand start wiping them one by one. *Note: Do not touch the cutlery with your hands After it is wiped place in the cutlery rack Standard Whilst wiping check if the cutlery is clean and completely dry. All cutleries should appear without stains/smear marks, and should be well po lished. Use empty rack to place clean unused cutlery in. Ensure when placing placing cutlery cutlery on the table table that it is to the required standard. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 36 Department Food & Beverage: Service Task CHINA WARE POLISHING Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 014 Choose Equipment Select Cleaning Cloth- Only cloths, which have been issued from the linen roo m, should be used. The cloth should always be clean and free from any odour. DO NOT USE NAPKINS AT ANY TIME. Method Hold plate plate in one hand and use the other other for polishing each chinaware chinaware item. item. Chinaware should be free from any chips, stains and food debris. Chinaware is polished from both sides. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 37 Department Food & Beverage: Service Task PLACING AND CONDUCTING REQUISITION
Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 015 Two types of Requisition Food Requisition Can be collected from the the stores stores any day except except Friday Friday when the store store is clos ed or as agreed by the management. Stationary Requisition Made once a week and goods can be collected from the stores only on Sunday or as agreed by the management. Procedure Take empty empty "Store "Store Requisition¨ Requisition¨ form and fill it in according according to the enclosed enclosed ex ample. Make a separate requisition for food and a separate requisition for stationar y. Put requisition in log book for Head of Department to check check and sign. Before it is given to the stores it must must be given to to the outlet-in-charge to check and approve. Once the the requisition requisition has has been signed it can be taken taken to the stores, stores, preferabl preferabl y the day before the goods are required. The requisition should be given to the storekeeper. Collect the goods from the stores. Always check if if the goods and and quantities quantities are are the same as as detailed detailed in the requ requ isition. Take the green green copy of the requisition and give it to your outlet outlet in charge where it will be kept for documentation Green copy to be filed filed by outlet outlet Ìn-Charge for stock and reference FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 38 Department Food & Beverage: Service Task PERSONAL HYGIENE AND UNIFORM Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 016 GeneraI RuIes WhiIe on Duty Wash your hands regularly, certainly after each visit to the toilet. Do not scratch and touch touch skin, hair, ears, ears, nose etc as bacteria are present present o n the skin which can cause possible risk when it is transferred. Ìf you do have contact you should wash your hands immediately. Always wash your hand (starting from from the wrist up to the fingertip s) thoroughly using approved soap and then apply sanitizing lotion/liquid. Always take a bath/shower daily before reporting for work. Always use deodorant body spray only. Do not smoke whilst on duty. Do not chew gum or food whilst on duty. Do not pull or stroke hair in public. Wash hands and face in designated areas only. Uniform CIeanIiness Cloth Uniforms Wear issued uniform as specified by Director of F&B Check the uniform that you collect from the linen room is clean, free from tears and frays and well pressed. Check that the uniform has the correct number of of buttons buttons and that none none are mi
ssing. Trousers should be at the the correct correct length i.e. not too short or too long. long. Use plain / simple belts if required. Name Badges Badges should be clean and worn at all times. These These should should be worn in in a promi nent position for guests to see. Shoes Well polished and not damaged. Shoes and socks should both be black FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 39 Shoes should be with simple lacing no big ornamental buckles. No high heel or platform shoes are allowed. Jewellery Do not wear bracelets, ornament rings or necklaces whilst on duty. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 40 Department Food & Beverage: Service Task MONTHLY TRAINING Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 017 OutIet Training Outlet Managers or Head Waiters/ Waitress will submit their training calendar to the Food & Beverage Director on the 25 th of every month 4 hours a week will be allocated to training. Training will be conducted by the Outlet Manager or the Supervisors Training records will be submitted to the Food & Beverage Director. F&B Office Training Programme Ìt will will be the responsibility responsibility of the the Service Service Manager Manager to issue the the monthly monthly F&B t raining programme. 2 hours every week will be allocated to the preparation of training. Food & Beverage training will be conducted all year Copies of training records will be submitted to the Training Manager. Training reports will be discussed during the bi-monthly F&B meeting. The training programme / calendar calendar will be forwarded forwarded to the Corporate Training Department. Corporate Training The training schedule will be issued by the Training department. The Assistant F&B Director/ Restaurant Manager Manager will be responsible t o coordinate and schedule the attendees. The Assistant F&B Director Director will be responsible to ensure ensure all associates sched uled attend the training. The corporate training function will arrange the following training; Food Hyg iene, Fire Safety, First Aid, Telephone Etiquette, Language Training, Extra mile Training, Supervisory skills etc. Follow up training training for the above above will be coordinated coordinated by the Assistant F&B Dir Dir ector. Ìt is the responsibility of the Assistant F&B Director to ensure that all trai ning records are current and up to date. Training Forms & Records
1. Food & Beverage Training Calendar 2. Training Attendance Record 3. F&B departmental training FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 41 4. Outlet training record. Department Food & Beverage: Service Task LOST PROPERTY Responsible for SOP Food and Beverage Director FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 42 Date Ìssued Document Reference # F&B S 018 D- A waiter finds a wallet under a chair, recently vacated by one of the clients . The following steps should be taken: A check check should be made immediately as to whether or not the guest guest has left th th e service area. Ìf he/she is still in the area, the wallet may be returned to him/her. Ìf the guest has has left the service service area, area, the waiter should hand hand the wallet to th e head waiter or supervisor in charge. The supervisor or headwaiter should check with reception and the hall-porter to see if the guest has left the building. Ìf the guest is is a regular customer, it is possible that the head waiter waiter or head porter may know where to contact him/her to call for the wallet. Ìf the guest is is a regular customer but cannot cannot be contacted, the wallet wallet should should b e kept in the lost property office until the customer's next visit. Ìf the owner has has not been found found or contacted immediately, the head head waiter waiter or su pervisor should list the items contained in the wallet with the waiter who found the wallet. The list sho uld be signed by both the head waiter or supervisor and the finder (Waiter). The list must be dated and al so indicate where the article was found and at what time. A copy of this list should should go with the wallet wallet to the lost lost property property office office whe re the contents of the wallet must be checked against the list before it is accepted. The details of the find are then entered in a lost property register. Another copy of of the list should should go to the hall porter in in case any enquiries enquiries a re received concerning a wallet. Anyone claiming lost property should be passed on to the lost property o ffice. Before the lost property office hands over any lost property, a description o f the article concerned and its contents should be asked for to ensure as far as possible that it is being r eturned to the genuine owner. The office should also see proof of identity of the person claiming owner ship. Ìn the case of all lost property, the above above mentioned mentioned steps steps should should be carried o ut as quickly as possible as this is in the best interest of the establishment and causes the guest minimu m inconvenience. On receipt receipt of lost property, property, the the guest should be be asked to sign for the articl
e concerned, also giving his/her address. Any lost property unclaimed after three months may become the property of the finder who should claim it through the headwaiter or supervisor. Department Food & Beverage: Service Task RECORDS Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 019 FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 43 Ìt is advisable that when an incident occurs a report is made out immediately. The basic information that should be found in the report is as follows: 1. Place. 2. Date. 3. Time 4. Nature of incident. 5. Ìndividual reports from those concerned and signed. 6. Action taken. 7. Name, address address and phone number number of the guest guest involved, involved, and also of the staff staff involved. All reports should be kept in case similar incidents occur at a later date, and for future reference should the need arise. Department Food & Beverage: Service Task SAFE CHEMICAL HANDLING Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 020 FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 44 Safe chemicaI handIing Do know where the material material safety data sheets are posted, and read them. Do read the labels of all products, before you use them. Do follow the directions for proper storage, handling, and use for all all chemic chemic als you use. Do ask your supervisor supervisor any question question or concerns you may have about about using a ce rtain product. Do know how to call for medical help, in case of an emergency. Do not ever mix chemicals together. Do not store chemicals in unmarked containers. Do not store chemicals chemicals in or close to food storage, preparation, or serving serving a reas. Do not leave aerosol aerosol spray spray containers containers near near heat or spray spray close to an open fla fla me. Do not dispose of any empty chemical container until you you have checked on the label for how to do so. Department Food & Beverage: Service Task PREVENTING FALLS Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 021 Preventing faIIs FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 45
Wipe up spills immediately Use "wet floor¨ signs Wear shoes with non-skid soles and heels Keep isles and stairs clear Walk, and do not run Follow established traffic patterns Carry dishes and glassware carefully Sweep up broken glass ;do not use your hands Use special special container container to to dispose dispose of broken glass , dishes , and other other sharp o bjects Remove can lids entirely from cans , then dispose of them Department Food & Beverage: Service Task PERSONAL APPEARANCE Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 022 PersonaI appearance FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 46 Your overall image is our image. You make a distinct impression on e ach of our guests. The image you create can enhance or detract from our overall concept and the way our center is perceived in the minds of the guest. You are entrusted with handling our guests' needs and must, therefore , reflect cleanliness and wholesomeness at all times. Always remember.. You are responsible for keeping your uniform neat and clean at all times. There is no excuse for reporting to work out of uniform. Do not wear scented lotion on your your hands, as it clings to glassware. glassware. A smile is a part of your uniform. At no time will will employees employees chew gum or eat while while in the public public areas of our st ore. Do not report to work with an un-pressed un-pressed or dirty uniform, uniform, or un-kept un-kept hair. Department Food & Beverage: Service Task SUGGESTIVE SELLING Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 023 SUGGESTIVE SELLING FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 47 Selling is a part of everyone's life. You had to sell the (center name) Manageme nt team on your ability as a bartender. Our customer is "sold¨ on (Center name) before they come in. Ìf they enjoy themselves, chances are they will return and "us¨ to someone else. People don't like to be "SOLD¨. Effective suggestive selling is subtle. You are doing the guest a favor, looking after his best interests by offering your knowledge and expert ise and making honest recommendations. Many of our guests are not familiar with our daily specials. As their intermedia ry, you are in the position to smooth the way for a confused guest. Above all, be sincere and honest. Always do what you truly believe is in the "guest's¨ best interest. Recommend items you know are superio
r and you are certain they will enjoy. NEVER EVER SELL! Always allow the guest to finish ordering before you start suggesting. Be aware of what the guest is ordering and make sure he understands what he is getting. Read your guests and suggest appropriate cocktails: On a chilly evening, "Would you like like to try our hot chocolate chocolate topped topped with with whi pped cream?¨ With party people, "How about a Long Ìsland Ìced Tea or a Margarita?¨ Margarita?¨ An older couple, "Would you like a (offer them a cocktail)?¨ Do not confuse suggestive selling with overloading your guests with be verages or food. Your goal is a satisfied guest who enjoyed their experience and wants to return. Department Food & Beverage: Service Task BASICK FIRST AID EMERGENCIES Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 024 Basic first aid emergencies Objectives: FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 48 Recognize the basic techniques that may be used to preserve life, prevent injuri es from worsening, and promote initial recovery Your responsibiIity At any accident or sudden injury situation you must be aware of four key steps t o follow 1. Assess the situation Appear calm in front of colleagues or guests Take charge ÷ do not panic Ensure safety Get help immediately 2. Diagnose the situation Listen to the others to find out what happened Smell- can you detect burning; gas ; or alcohol 3. Treat the situation( if possibIe) whiIe awaiting quaIified speciaIist assis tance 4. medicaI situation as early possible after the accident / injury arrangements must be made to move the casualty to a doctor , any important facts or details about the casualty or circumstances of t he accident must be given to the ambulance person , doctor urgent treatment ( i.e.) easing problems of breathing , heart or severe bleeding difficulties , and important treatments of dressing wounds and supporting injured bones may be at tempted ONLY by qualified first aiders Mouth to mouth Clear anything from the mouth ie dentures Ìncline head back Pinch nose closed Open mouth Seal his mouth with yours and blow Look along chest to see if chest rises fully Move your mouth away When your chest falls, take in fresh air and repeat Once started you must continue until causality breathes on own or ambulance ambulance /
doctor arrives Wounds Pressing directly on a wound flattens the blood vessels and stems the flow o f blood Pressure needs to applied applied for 5- 15 minutes to allow blood to clot clot Ensure no foreign foreign bodies bodies are present ie bone bone glass, dirt, etc etc , before pressi pressi ng Press on the the wound wound with a clean clean dressing ie towel (not cotton wool) Raise and support the injured limp After 5/ 10 minutes ,apply a bandage bandage or plaster depending upon size of wound Arrange for medical attention as soon as possible , if necessary MINOR BURNS AND SCALDS Dos ÷ reassure the casualty Ìmmerse area of burn in clean cold running water for at least 10 minutes Remove any rings, clothing (unless stuck) before area swells. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 49 Cover burn with a clean dressing or Clingfilm/clean plastic bag Ìf in doubt seek medical assistance. Don't ÷ use creams, fat or lotion. Use adhesive dressing or plasters Burst blisters or remove loose skin. ELECTRICAL INJURY: Casualty may not be breathing, and heart may have stopped Possible burns and shock Never touch the casualty with bare hands Switch off the power at mains if possible. TREATMENT: Only by qualified first aider Commence mouth to mouth and/or chest compression. Arrange for removal to hospital. Treat any burns. CHOKING: Act quickly quickly ÷speed ÷speed is essential (if casualty casualty can can speak ,cough or or breathe they a re not choking.) Ìf NOT; Give four four quick quick blows with the heel of your hand. Deliver Deliver these these sharp sharp blows r apidly and forcefully between the shoulder blades, while supporting the chest of casualty with other h and on the breastbone. Press fist into abdomen with four quick upward and inward thrust.(Don't use t his procedure for pregnant women or overweight casualty.).Ìf necessary repeat sequence. Send for med ical help if required. FAINTING: Ìf casualty feels faint help them to lean forward with head between the knees, taking deep breaths Don't give casualty anything by mouth until fully conscious ,and then only si ps of water . STINGS AND BITES: STÌNGS : Keep the casualty calm. Ìf the sting is is still in the the skin, remove it it with a pair pair of tweezers. Avoid squeezing the sac at the top of the sting sting as this will will force more poiso n into the casualty. Ìf they develop an allergic reaction seek medical help. SNAKE BITES: Reassure the casualty.
Clean the area around the puncture. Place a sterile dressing around and the puncture marks. Ìf on hand or upper limb, immobilize the limb with a sling. Ìf on over limb, tie both legs together. SCORPION BITES: Treat as snake bite. Ìmmobilize the affected limb. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 50 Seek immediate medical aid. FRACTURE AND SPRAINS; SHOCK; Ìf casualty's breathing or heart has stopped start chest compression. Ìf breathing become difficult, or vomiting vomiting seems likely, place casualty in reco reco very position. Check breathing and pulse every 10 minutes. Search for and if possible possible treat cause of shock shock (burn/bleeding / fracture). fracture). Reassure if casualty conscious lie them down, keep warm. DON'T: Give casualty a hot water of bottle. Move them unnecessarily. Give casualty anything to eat or drink. Allow the casualty to smoke. GUIDELINES FOR DEALING WITH BOMB SCARES AND ATTACKS Ìn addition to normal emergency procedures consider the following point when a bom b threat is received by a staff member; Keep the caller on the line for as long as possible. Ask the caller to repeat repeat the massage and try to record exact words. Obtain as much information as possible possible about the location of the bomb. Warn caller that the building is occupied, and that the explosion could cause many deaths. Pay particular attention to background noises that you may hear on the the teleph teleph one (e.g. engines running, music etc.) Listen carefully to the voice to to tell if the the caller is male or female, female, young or old, drunk , calm, excited etc. try to determine accent. Ìmmediately caller hangs up notify management and the emergency services. Ìn general be wary of anyone anyone acting suspiciously ÷unfamiliar, vehicles parked nea rby or strange packages etc. IF ANY DOUBT INFORM YOUR MANAGER IMMEDIATELY.... Department Food & Beverage: Service Task PEST CONTROL Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 025 Introduction: Pest cause enormous amounts of damage and cost to food businesses, and are often the cause of serious food poisoning incidents. As a member of the staff you must be ever vigilant in spotting tell-tale signs of infestation and report them immediately so that action can be taken. Types of food pests Within your area of your work you may welcome into contact with, or see evidence of a variety of pests. Many different species are attracted to food premises. The most common types inc
lude: FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 51 Rodents: Rats and mice particularly' though you may also encounter other nativ e species locally. Flies: Bluebottles, cockroaches, house flies, mosquitoes, wasps etc. Insects: Beetles, lice, flour mites silver fish, weevils, etc. Birds: Pigeons, crows, and other indigenous species. Dogs/cats: Domestic and wild varieties, etc, Remember: Whenever you spot any sign of infestation report it immediately to your supervis or so that preventative action can be taken. Signs of pest infestation These tell-tale signs include: Rodents: Black greasy stains on walls, marking the way they move around the ar ea; also evidence of gnawing at food or wood; bad odors and droppings can also be detected. Flies: Dead or live bodies lying around, brown stains on the floors, larvae in dark corners. Insects: Evidence of food spoilages and foot or tail prints in flour. Birds: Droppings, damage to packages, loose feathers Dogs/Cats: Smells, droppings and rubbish strewn around waist areas. REASONS FOR PEST CONTROL Pest infestation is bad news for all concerned. Firstly it is against the law to operate a food business while the food area is highly infested. Another concern is that pests will likely caus e disease and food poisoning. The business suffers if customers become alarmed by the presence of pests, becau se of the threat of being bitten or stung, and also because a food premise infested with pests is di scomforting and will be discourage custom. Much damage can be caused by pests through them gnawing cable s and pipes. No one likes to work in an infested food area and staff will leave more quickly if no action is taken. PREVENTIVE ACTION We must do all we can to protect the premises from access by pests. Seal any openings into the building Rodent proof and fly screen doors and windows, and keep them closed. Tidy waste areas and remove rubbish regularly Eliminate all places where pests hide and breed Keep store store well well lit, stock held in tight lidded lidded containers containers stored off off the gro und and away from walls. FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 52 Department Food & Beverage: Service Task MIS-IN-PLACE Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 026 MIS-EN-PLACE (THINGS IN PLACE) Mis-en-place is all about planning Performing mis-en-place should involve everything ready in advance of our custom ers arriving, i.e. Customers area cleaning lights switched on
ventilation switched on work area laid out properly all equipment: working/cleaned/polished working/cleaned/polished/inspected/laid /inspected/laid out BAR Espresso machine Crepe and Waffle machine oranges sliced lemons sliced shelves locked FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 53 water jugs filled Ìce Cream Juice Bar N.B: All the SOP's for the bar are exist in tratieur SOP's RESTAURANT standard table setting in place background music on spare cutlery glasses ready The service mi-en-place checklist in this text should be used as guide to help y ou perform your mis-enplace before opening. SETTING OUT TABLES To be set out tables you will need to: Check that the table is clean, in good condition. Check that it is free from sharp edges and sits evenly on the floor ensure that each each station station has sufficient tables of each size, i.e, i.e, to sit two covers; four covers; and six covers check that there is enough space around the table to allow efficient service and ease of movement ensure that the area around the tables is clean and uncluttered check that the chairs the correct type, in good condition, clean and sufficie nt in quantity EXAMPLE OF CHECKLIST FOR MIS EN PLACE YES NO 1. Staff on duty at appointed appointed time 2. Correct uniform/service cloth/name badge 3. Menu items and and service explained to the the staff 4. Station allocated 5. Room and equipment clean and tidy 6. Chairs and tables in correct correct position 7. Tables checked for correct lay-up 8. Sideboards adequately stocked and prepared 9. Correct storage of cutlery, cutlery, crockery, crockery, and glasses glasses 10. Supply of new docket books, pens, bottle opener and matches 11. Accompaniments prepared for service FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 54 12. Display tables / doilies arranged 13. Hot plate adequately stocked 14. Condiments replenished and clean 15. Table tops cleaned and polished where appropriate 16. Reservations attended to 17. Smoking areas allocated 18. Air conditioning and lights checked if checked
19. Sufficient supply of clean and correct menus 20. Appropriate set-up for billing and payment Department Food & Beverage: Service Task BREAK TIME Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 027 Standard No break will be taken without permission from the management. Procedure Check the situation of the Coffee Shop Give hand over your designated area to your supervisor Not to the colleague, let supervisor give the handover to another another staff Always keep patience to get a break Never take break beyond the time allotted Be smart in using time Lunch /dinner break; 30 min FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 55 Tea break; 15 min Refreshment 15min Department Food & Beverage: Service Task CURRENCY POLICY Responsible for SOP Food and Beverage Director Date Ìssued Document Reference # F&B S 028 Standard We accept QR ,USD, Euro and GCC Currency. Rest all currency has to be changed fr om front office. Procedure Ìnform the guest about hotel currency exchange rate Ìnform that we can give change only in Qatar Riyal. Ìf possible provide a document that shows the exchange. Excuse yourself for not accepting other currencies. Always provide the option of paying in credit card.