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FOOD & BEVERAGE

: Service Policies and Standard Operating Procedures


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FOOD & BEVERAGE: SERVICE
POLICIES AND STANDARD OPERATING PROCEDURES
AL-SHURAFA
FOOD & BEVERAGE
: Service Policies and Standard Operating Procedures
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CONTENTS
ntroduction 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?
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: Service Policies and Standard Operating Procedures
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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.
nternational tourists arriving in another country are referred to as nbo
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. t 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.
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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. t 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.
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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.
f the customer is already seated and studying the menus when you arrive,
then you must greet
them immediately, i.e, "Good evening, sir". n 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
. t 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.
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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 according to fixed
work instructions, to
achieve and exceed expectations of a 5 star property .
2. Maintain Hygiene Standards and Regulations in accordance with Munic
ipality requirements
for all Food & Beverage operations.
3. Ensure adequate associate training is provided in accordance with
fixed work instructions,
throughout the year to maintain high service quality standards.
4. Work nstructions are incorporated 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 policy as per season fluctuation, market
receivability /acceptance
and in line with our competitors.
9. n coalition with the Sales Department:
Ensure creation of special events to maximize revenue.
10. n 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.
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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 Revenue/Total Revenue/Complains Durin

g the
Operation/Kitchen ssued
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.
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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
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COFFEE SHOP SERVICE REPORTING STRUCTURE:
Headwaiter
Captain Captain
Bartender
Bar boy
Captain
Restaurant
Bus Boy
Operations
Manager
Waiter
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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. t 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 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.
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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.
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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.
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STANDARD OPERATING PROCEDURES
Department Food & Beverage: Service
Task TAKING RESERVATIONS
Responsible for SOP Food and Beverage Director
Date ssued
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.
Ensure all details are confirmed before issuing the white copy to the 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.
f 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.
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n cases where booking requirements cannot be accommodated
f 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 TENTATVE BOOKNG (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). t 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 Reservation Book designated
to each
Restaurant outlet. f each restaurant outlet not available then reservation is to
be taken by
the Front Office.
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Department Food & Beverage: Service
Task OUTLET OPENING DUTIES
Responsible for SOP Food and Beverage Director
Date ssued
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
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 the 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.
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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 have to inform about the running low or out of stock menu items and
daily
. Specials
as well.

Restaurant Manager/ Headwaiter to encode the running low/out of stock item/s


to the
MCROS system and update the staff as well during service
nform associates of available, running low or non available items, VP
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 of 12 months for
reference.
All Outlet Managers/Supervisors to act accordingly if any complaints are reco
rded.
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Department Food & Beverage: Service
Task OUTLET CLOSING DUTIES
Responsible for SOP Food and Beverage Director
Date ssued
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
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Department Food & Beverage: Service
Task SEQUENCE OF SERVICE
Responsible for SOP Food and Beverage Director
Date ssued
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 in a pleasant and friendly manner.

Ascertain guest's name and use guest's name at each appropriate moment.
Ask the guest for his/her table preference is smoking or non- smoking, or out
side table.
(Remind that smoking is allowed only in the terrace premises of the coffee shop)
Ask the guest to follow you and lead the customer; do not 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.
nform of any special items and provide full explanations.
f 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
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
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Repeat the order to the guest straight after taking his/her order, "Excuse me
Mr. XXX, may repeat
the order?
Always thank the guest.
Place the order with the kitchen or the assigned section and indic
ate to the Chef any special
requests.
Beverage orders should be taken within 2 minutes of the 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 for extra drinks; always offer the guest a refill if their d
rink is nearly empty.
Change ashtrays on a regular basis.
Offer extra napkins (paper napkin) if they fall on the floor or appear 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 FNSHED, 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 pla
ced if required.
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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 the table if appropriate with a napkin and side 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 the option for coffee or tea: "May offer you a selection of c
offee or tea, Mr. XXX?
Offer the guest choices for both tea and coffee i.e. Turkish, espresso etc. O
ffer additional coffee or
tea refills
Always ask the guest whether he wants coffee with the dessert or after.
Use service tray and serve within 5 minutes of order, or 5 minutes of the 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 accurate; this should be presented within 1 minute of being r
equested.
The check must be clearly itemised and correct, and presented with a hotel 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 PN.
Thanks the guest for visiting our place
Departure/FareweII
Thank guest by name and wish them a pleasant evening.
FOOD & BEVERAGE
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FOOD & BEVERAGE
: Service Policies and Standard Operating Procedures
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Department Food & Beverage: Service

Task GREETING AND SEATING


Responsible for SOP Food and Beverage Director
Date ssued
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 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 the time of day i.e. Good morning, Good evening Mr./Mrs. XXX
.
SpeciaI Requests
Check the availability of tables. (f the table is not available apologize to a
nd offer another table closest
to the guest preference.
Ascertain guest's name and room number.(f Applicable)
Guest should be asked whether they would prefer a smoking/non smoki
ng table. nform guest how
close His/ Her table in the smoking area.
Ascertain number of persons.
Use guest's name.
Guests should be offered the choice if available whether 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 according to the guest 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 guests: follow me, but rather say: This way please.
The host/waiter should aIways seat the guest at a fuIIy Iaid tabIe.
FOOD & BEVERAGE
: Service Policies and Standard Operating Procedures
23
Chair assistance should always be offered to the guest. (f 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 inform them of the staff that will attend them 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 ssued
Document Reference # F&B S 006
Body Position
When presenting the menu stand to the 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 with the 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.
f children are present they should be presented with the menu first. (above 5
yrs below 10 years)
f no children are present then ladies should be presented with the
menu first, followed by the
gentlemen, the host will always be last. f 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 you are able to answer any queries from the guest regarding menu item
s. f 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 reasonable off menu requests, i.e. additional
condiments, sauces, dietary
requirements etc.
nform the guest if anything from the menu is unavailable.
f during middle of the service; kitchen or sections runs low of any 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.
f there is any special food request made to the waiter/waitress, just 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 ssued
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 orders should be taken before gentlemens'. f children
are present their beverage
orders should be taken first.
f 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 be taken within 2 minutes of beve
rage order or when
the guest is ready.
Confirmation
Ensure the order is repeated 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.
nform guest of cooking time if there are food 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.
f tea is requested then offer the guest a selection of teas on his 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 ssued
Document Reference # F&B S 008
Beverages
Drinks should be served within 5 minutes of taking the beverage order.
Service of Beverage Order
To be delivered to the guest on a restaurant tray.
Drinks should be 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.
n the case of bottled/canned or mixed drinks, these should be poure
d in front of the guest and not
pre-poured.
Drinks to be served in the correct glassware. Glassware should be 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.
n case of a 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 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 ssued
Document Reference # F&B S 009
Coffee/Tea Service
To be carried out after service of dessert or when requested by the guest.
All crockery used in tea/coffee service should be clean, free from any stains
and chips.
n the case of filter coffee offer to pour for the guest.
Filter coffee should be made at regular intervals so that it is a
lways fresh and of the correct
temperature.
Sugar SeIection
An assortment of branded white and 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 on the right hand side 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 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 on a 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 ssued
Document Reference # F&B S 010
CIearing Methods
Plates should be cleared within 3 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 with any dish to be cleared upon completion of that dis
h.
CIearance of CutIery
Respective cutlery also to be removed, course by course- avoid guest disturba
nce
To be carried out by using a tray once the food order has been taken. Extra c
utlery should placed at
this time depending on the guest order.
Covers where no guest is seated should be removed all 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 ssued
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 ssued
Document Reference # F&B S 012
Choose Equipment
Select glass cloth- Cloth should be clean, dry and absorbent and 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 end of the glass by the stem and use the other hand for wiping.
Ensure that the glasses are not chipped and 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 ssued
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 with hot water- 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 cutlery on the 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 ssued
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 in one hand and use the other for polishing each chinaware 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 ssued
Document Reference # F&B S 015
Two types of Requisition
Food Requisition
Can be collected from the stores any day except Friday when the 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 "Store Requisition form and fill it in according to the 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 and sign.
Before it is given to the stores it must be given to the outlet-in-charge to
check and approve.
Once the requisition has been signed it can be taken to the stores, 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 the goods and quantities are the same as detailed in the requ
isition.
Take the green copy of the requisition and give it to your outlet
in charge where it will be kept for
documentation
Green copy to be filed by outlet n-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 ssued
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 skin, hair, ears, nose etc as bacteria are present o
n the skin which can cause
possible risk when it is transferred. f you do have contact you should wash your
hands immediately.
Always wash your hand (starting 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 buttons and that none are mi

ssing.
Trousers should be at the correct length i.e. not too short or too long.
Use plain / simple belts if required.
Name Badges
Badges should be clean and worn at all times. These should be worn 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 ssued
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
t will be the responsibility of the Service Manager to issue the 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 will be 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 will be responsible t
o coordinate and schedule the
attendees.
The Assistant F&B Director will be responsible to 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 for the above will be coordinated by the Assistant F&B Dir
ector.
t 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 ssued
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 should be made immediately as to whether or not the guest has left th
e service area. f he/she
is still in the area, the wallet may be returned to him/her.
f the guest has left the service area, the waiter should 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.
f the guest is a regular customer, it is possible that the head waiter or head
porter may know where to
contact him/her to call for the wallet.
f the guest is a regular customer but cannot be contacted, the wallet should b
e kept in the lost property
office until the customer's next visit.
f the owner has not been found or contacted immediately, the head 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 go with the wallet to the lost property 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 the list should go to the hall porter in case any 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.
n the case of all lost property, the above mentioned steps 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 of lost property, the guest should 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 ssued
Document Reference # F&B S 019
FOOD & BEVERAGE
: Service Policies and Standard Operating Procedures
43
t 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. ndividual reports from those concerned and signed.
6. Action taken.
7. Name, address and phone number of the guest involved, and also of the 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 ssued
Document Reference # F&B S 020
FOOD & BEVERAGE
: Service Policies and Standard Operating Procedures
44
Safe chemicaI handIing
Do know where the 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 chemic
als you use.
Do ask your supervisor any question or concerns you may have 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 in or close to food storage, preparation, or serving a
reas.
Do not leave aerosol spray containers near heat or spray close to an open fla
me.
Do not dispose of any empty chemical container until 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 ssued
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 container to dispose of broken glass , dishes , and 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 ssued
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 hands, as it clings to glassware.
A smile is a part of your uniform.
At no time will employees chew gum or eat while in the public areas of our st
ore.
Do not report to work with an un-pressed or dirty uniform, or un-kept hair.
Department Food & Beverage: Service
Task SUGGESTIVE SELLING
Responsible for SOP Food and Beverage Director
Date ssued
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.
f 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 to try our hot chocolate topped with whi
pped cream?
With party people, "How about a Long sland ced Tea or a 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 ssued
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
ncline 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 /

doctor arrives
Wounds
Pressing directly on a wound flattens the blood vessels and stems the flow o
f blood
Pressure needs to applied for 5- 15 minutes to allow blood to clot
Ensure no foreign bodies are present ie bone glass, dirt, etc , before pressi
ng
Press on the wound with a clean dressing ie towel (not cotton wool)
Raise and support the injured limp
After 5/ 10 minutes ,apply a 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
mmerse 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
f 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 speed is essential (if casualty can speak ,cough or breathe they a
re not choking.)
f NOT;
Give four quick blows with the heel of your hand. Deliver these 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.).f necessary repeat sequence. Send for med
ical help if
required.
FAINTING:
f 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:
STNGS :
Keep the casualty calm.
f the sting is still in the skin, remove it with a pair of tweezers.
Avoid squeezing the sac at the top of the sting as this will force more poiso
n into the casualty.
f 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.
f on hand or upper limb, immobilize the limb with a sling.
f on over limb, tie both legs together.
SCORPION BITES:
Treat as snake bite.
mmobilize the affected limb.
FOOD & BEVERAGE
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50
Seek immediate medical aid.
FRACTURE AND SPRAINS;
SHOCK;
f casualty's breathing or heart has stopped start chest compression.
f breathing become difficult, or vomiting seems likely, place casualty in reco
very
position.
Check breathing and pulse every 10 minutes.
Search for and if possible treat cause of shock (burn/bleeding / 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
n 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 the massage and try to record exact words.
Obtain as much information as 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 teleph
one (e.g. engines
running, music etc.)
Listen carefully to the voice to tell if the caller is male or female, young
or old, drunk , calm, excited
etc. try to determine accent.
mmediately caller hangs up notify management and the emergency services.
n general be wary of 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 ssued
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 well lit, stock held in tight lidded containers stored 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 ssued
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/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
ce 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 station has sufficient tables of each size, 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 time
2. Correct uniform/service cloth/name badge
3. Menu items and service explained to the staff
4. Station allocated
5. Room and equipment clean and tidy
6. Chairs and tables in correct position
7. Tables checked for correct lay-up
8. Sideboards adequately stocked and prepared
9. Correct storage of cutlery, crockery, and glasses
10. Supply of new docket books, pens, bottle opener and matches
11. Accompaniments prepared for service
FOOD & BEVERAGE
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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 ssued
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 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
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55
Tea break; 15 min
Refreshment 15min
Department Food & Beverage: Service
Task CURRENCY POLICY
Responsible for SOP Food and Beverage Director
Date ssued
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
nform the guest about hotel currency exchange rate
nform that we can give change only in Qatar Riyal.
f possible provide a document that shows the exchange.
Excuse yourself for not accepting other currencies.
Always provide the option of paying in credit card.

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