SOP Beverage Pickup and Service in

Restaurant /BAR
B

SOP Number: F&B - 06

Department: Food and Beverage Service BAR
Date Issued: 06-March-2013
Time to Train: 45 Min
Make sure the beverage are made as ordered:

1 or 2 minute after having punched your order in the POS terminal, or delivered the
written Captain Order copies to the kitchen and cashier, go to the bar counter.

Mixing, pouring, garnishing and serving drinks the same way every time is the mark of a
quality operation.

Give priority to ladies orders.

Check each beverage for the following:

Is it the correct beverage?

Is the glass used to serve the beverage correct?

Is the garnish correct?

Have special instructions been followed.

Has anything spilled over the side?

Place drinks on the beverage tray:

Carry the drinks to the table concerned (always with a tray).

Line the tray with the linen napkin to improve the look of the tray and to avoid spills and
moisture.

Keep extra Napkins on the tray.

Pick up the beverage item(s) from the bar counter.

Before leaving the counter, double-check the items with the Captain Order (or the printed
order).

Carry the tray to the table:

Carry with the left hand horizontally under the tray centre and if it is a large tray, use both
hands.

Keep in mind the order in which you will serve the drinks so your tray will be balanced
until the last drink is removed.

Balance the tray at shoulder level on your fingertips, not on your forearm. If the tray is
carried on your forearm, there are chances that it may tip over.

Keep your back straight as you stand up.

If required steady the tray with your free hand.

Server Beverage to the guest:

Always Serve ladies first and host of the group last.

If the beverage napkins at your hotel are having a logo, then place the napkin in such a
way that the logo faces the guest.

Avoid reaching across guests. Move around the table and serve every guest from him
right side with your right hand when possible.

Handle stemmed glasses by the stem or base. Your hands will warm the drink if you
touch the outside of the glass. Never put your fingers inside the glass.

Place the glass on the center of beverage napkin.

Follow the guest check or order pad to serve the correct drink to each guest. Do not ask
who ordered which drink.

It is also a good practice to repeat the name of the drink and any special requests as you
serve each drink to ensure that it is correct.

Be sure that all the beverage items for the table concerned have arrived.

Double-check all the drinks with the Captain Order (or the printed order) one by one.

Training Summary questions:

Q1. What all to be checked on each beverage order?
Q2. Why it is required to line the tray with linen napkin?
Q3. Who should be severed first and who should be served last?
Q4. What is the proper way to balance the tray?
Q5. Why it is required to repeat the name of the drink while serving?

BAR SOPS

SOP Clear Bar Counter, Lounge and table

during service
SOP Number: F&B - 08
Department: Food and Beverage Service BAR / Lounge
Date Issued: 09-March-2013
Time to Train: 45 Min
Table Clearing:

A table that is not properly cleared can easily create a bad impression. One should strive
towards having as few items on the tables possible.

Wait to clear glasses and plates until more than one guest at a table is finished, so guests
who are still eating or drinking do not feel rushed.

After all guests have finished their course, all plates, cutlery and side dishes related to the
dish must be removed.

For removing equipment from the table, the same service rules apply as for serving the
items.

If the item is served from the right, it must be removed the right. Of course, if the guest is
not easily reachable from that side, one shall collect the items from the other side.

After the last course, but before the dessert, all plates, cutlery, condiments. Bread &
butter are cleaned from the table and any crumbs are removed.

When a glass or bottle is empty (and there is no refill) they must be removed
immediately.

All equipment brought to the kitchen will be sorted by the waiters. Glasses will be put in
the appropriate racks, cutlery will be put in a soaking pan, food leftovers will be disposed
of and plates will be stacked for washing.

Clearing Bar Tops and Lounge:

Remove glasses, napkins, food plates and silverware that are not being used.

Clear empty plates from the guests right with your right hand.

If a guest appears to be finished with an item, but the glass or plate is not empty, ask the
guest if you may remove it.

Put used glass or plate is not empty; ask the guest if you may remove it.

Never stack dirty plates in front of guest, pick them up separately and stack them away
from guest.

Pick up any popcorn or snacks on the floor.

Changing used Ashtrays:

Turn a clean ashtray upside-down and place it over the dirty ashtray on the bar or table.

Pick both ashtray up and place the dirty on your tray or behind the bar, The capping
method will prevent ashes from falling on guest, the bar top, or the table as you remove
ashtray.

Place the clean ashtray back on the table or bar counter.

Training Summary questions:

Q1. Steps to be taken before serving dessert / last course to guest?
Q2. What is a capping method?

Q3. What is the rule of removing equipment from the table?

Q4. Is it required to ask the guest before clearing the plates ?
Q5. Steps for clearing used ashtrays from table?

SOP Closing routine duties in BAR

SOP Number: F&B - 05
Department: Food and Beverage Service BAR
Date Issued: 03-March-2013
Time to Train: 45 Min
Closing Routine duties in hotel BAR:

Closing duties are different in different lounges. Your closing duty checklist lists your
responsibilities for the end of your day activities.

Clean all unnecessary used items in the bar counter i.e. (used glasses, ashtray, display,
table mats etc.)

Wipe crumbs from chairs and tables into beverages napkins and throw them away.

Wipe tables and chairs with a clean damp cloth, followed by dry cloth. Never user linen
napkins for cleaning.

Arrange tables and chairs neatly as guests leave. Pick up paper or debris whenever you
see it.

Follow standard dish-room procedures for scraping and tacking soiled dishes.

Help the bartender put away items and washes glasses.

Remove corks, foil scraps, labels and other debris form baskets to avail plugging drains.

Empty ice and water into the appropriate sink.

Dry the ice buckets with a bar towel.

Spray trays with hot water to remove food residue.

Spray the trays with a sanitizing solution. Then stack them upside down at right angles to
allow them to air-dry.

Date and store food, such as condiments and garnishes, that has not been exposed to
contamination.

Throw away food that has been in the temperature danger zone too long.

Throw all the cut garnish and spoiled fruits.

Return empty wine and champagne bottles to the bar for inventory.

Keep all the display bottles inside the store cabinet.

Put all the used glasses and Store and Pour in the glass wash machine.

Clean and wipe the corresponding area, bar counter, sink, glass rack, display rack etc.

Start your closing inventory and re check all the stocks for requisition for the next day.

Clean and wipe all the glasses and Store & Pour, place it in the dry area.

Turn Off all the electronic equipments i.e. (Bar Display Lights/Blender/ Swirl Machine
etc.)

Lock and close the entire store cabinet, fridge etc.

Double check all the areas.

Turn Off the electricity.

SOP Equipment cleaning in BAR

SOP Number: F&B - 09
Department: Food and Beverage Service BAR / Lounge
Date Issued: 15-March-2013
Time to Train: 30 Min
Wipe the table top and the chairs:

Use a damp rag to wipe the surface of the tables one by one.

Sweep the Bread crumbs out from under the chairs and tables.

Never user linen napkins for cleaning.

Silverware polishing:

Pick up the washed silver from the dish-washing area and deliver it to the polishing area.

Prepare hot water in stainless steel pot, put the silverware into the hot water before
polishing.

polish by using an adequate silverware cleaning cloth.

Check the silverware for any damage.

Make sure all the silverware is stocked in good order.

Glassware polishing:

Pick up the washed glassware from the shelves located at the dish washing area.

Deliver them to the polishing area by using glass racks.

Prepare hot water in a stainless steel pot, steam the glasses in/over hot water and polish
them using glass towels.

Check the glasses for chips, marks, etc.

Hold the glass by the stem or base with a clean towel when handling after polishing.

Deliver the polished glasses to the service station using the appropriate trays.

Condiments and sauces cleaning:

Collect all the Sauce bottles, line them up on the table and top up bottles where necessary
until full but do not mix brands.

Wipe the top with a wet cloth and the entire bottle if dirty.

Prepare hot water in a stainless steel pot, put all the sauce bottle caps into hot water for
about 10 minutes.

Take out the caps and wipe them with a clean wet cloth and polish them with a dry towel.

Deliver the bottles to the service station after cleaning.

Salt and pepper set weekly checking:

Collect all the salt and pepper sets in a large container (stainless steel tray or bowl).

Dry any damp salt by placing the container near heat in the kitchen (ask permission from
the cooks).

Prepare hot water in a stainless steel pot, put all emptied shakers into the hot water.

Take them out after 10 minutes, wipe and polish them with a clean towel.

Refill the bottles with salt and pepper, and deliver them to the preparation service station
after cleaning.

Salt and pepper set daily checking:

Collect all salt and pepper containers in one place, remove the caps and clean the
exterior of the containers.

Refill with new salt or pepper until 90 % full. No salt or pepper containers shall have less
than half of its capacity.

Wipe and polish the tops and caps (check that holes are clear on the caps), and deliver
them to the service station after cleaning.

Peanut bowls:

Collect all the peanuts bowls in one place. Remove the peanuts and clean the bowls.

Place the clean bowls to the appropriate place after refilling with peanuts.

Candle holders:

Collect all candleholders in one place. Remove the remaining candles and wax.

Clean the candleholder as appropriate to their constituent material(s) as trained.

Return them to the appropriate place after cleaning.

Menu cover and insert:

Check and clean the menus daily before the outlet opens.

Destroy menus that are worn, crimpled or stained upon the Outlet managers approval.

Training Summary questions:

Q1. What kind of cloth to be used to wipe tables?
Q2. How to polish silver ware?
Q3. How to handle glass after polishing?
Q4. How long should the shakers to be placed on hot water?
Q5. Steps for cleaning candle holders?

SOP Greeting guest upon arrival

SOP Number: F&B - 09
Department: Food and Beverage Service BAR / Lounge
Date Issued: 13- March -2013
Time to Train: 20 Min
Hostess / Maitre D:

Welcome the guest(s).

When guests arrive, welcome them with the local greeting.

Appropriate greetings:
Address them with the appropriate greeting for the time of, as follows:
00.00 11.59 - Good morning
12.00 17.59 - Good afternoon
18.00 23.59 - Good evening

Use the guests name, when know.

Try to call the guest by her/his name : e.g., Good morning Mr. XXX, how are you?.

Check for any reservation.

Politely ask if they have a reservation. If yes, ask for the guests name and guide her/him
to the reserved table.

If no, ask if the guest requires a non smoking table/smoking table/window table.

Guide the guest to her/his table.

Do not walk too fast when showing the way to the guest. Say to the guest : This way,
Madam/Sir with palms open.

Pull the chair out (ladies first).

Pull the chair out to ease access to the table and push the chair back when the guest is
sitting.

The hostess leaves the table by saying to the guest ; Enjoy your meal, Madam/Sir/Ladies
and Gentlemen.

Waitress / Waiter:

Welcome the guest(s) with a smile.

When the guest has been seated by the hostess, approach the table and welcome her/him
with a smile.

Greet guests as soon as they are seated.

Introduce yourself by name. Eg: Welcome to (Name of the property / restaurant). I am

James, your Waiter / Cocktail server etc.

Tell guests about the specials.

Training Summary questions:

Q1. What is the appropriate greeting for the time?
Q2. How to walk when showing the way to the guest?
Q3. How to ask the guest for any reservation?

Q4. How should the Hostess leave the table after leaving the guest?
Q5. How to introduce yourself to the guest?

SOP Guest Farewell Greeting in

Restaurants
SOP Number: F&B -XX ( SOP serial number and department code )
Department: Food and Beverage Service General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Min
Settle the guest bill / cheque as per the preferred method of payment of the guest.
Examples of Method of payments:
1. Cash
2. Credit Card
3. Foreign Currency / Travelers Check.
4. Bill to Company / City Ledger / Vouchers / Coupons.

Hand over the Feed Back form while you are printing receipt.

When the guest has paid the bill and prepares to leave the restaurant, the waiter should
stand nearby.

She/he shall pullback the chair of the guest and help her/him whenever necessary.

Check if the guest has taken all her/.his belongings. If not, discreetly attract the attention
of the guest to the forgotten item.

Accompany the guest to the entrance of the restaurant and thank him, by saying Thank
you for dining at (name of Restaurant).

Tell him we are looking forward to welcoming him/ her by saying , Wish to serve you
again or Hope to serve you again soon.

In case the guest leaves without settling the bill then Inform the security and your
manager immediately.

Training Summary questions:

Q1. Examples of method of payments used by guest?
Q2. When to handover the feedback form to the guest?
Q3. What to be done if guest had forgotten his belongings?
Q4. What action to be taken if the guest leaves without paying the bill?

SOP Mise En Place in Lounge / BAR

SOP Number: F&B -XX ( SOP serial number and department code )
Department: Food and Beverage Service General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 25 Min
Service staff:

Prepare the mise-en-place for chinaware as trained.

Pick up the washed chinaware from the shelves located at the dish-washing area and
deliver them to the polishing area.

Prepare hot water in a stainless steel pot, and polish every item, using a chinaware towel.

Deliver the polished chinaware to the service station using trays.

Glassware:

Pick up the washed glassware from the shelves located at the dish washing area, deliver
them to the polishing area by using glass racks.

Prepare hot water in a stainless steel pot, steam the glasses in/over hot water and polish
them using glass towels.

Check the glasses for chips, scratches, lipstick marks, etc.

Hold the glass by the stem or base with a polishing towel after it has been polished.

Deliver the polished gasses to the service station using the appropriate trays.

For flatware polishing, i.e., forks, knives, spoons, etc. :

Pick up the washed flatware from the dish-washing area, and deliver the items to the
polishing area using trays or racks

Prepare hot water in a stainless steel pot, put the flatware into the hot water before
polishing and polish using a silverware towel

Check the flatware for any damage, bends or scratches.

Hold with a cleaning towel after polishing, and deliver to the service station suing the
appropriate trays.

Make sure all flatware is stacked neatly in the assigned service station drawers.

Condiments and sauce bottle:

Collect all the Sauce bottles and transfer the contents from bottle to bottle until full but do
not mix brands.

Wipe the top with a wet cloth and the entire bottle if dirty.

Prepare hot water in a stainless steel pot, put all the sauce bottle caps into hot water for
about 10 minutes. Take out the caps and wipe them with a clean wet cloth and polish
them with a dry towel.

Deliver the bottles to the service station after cleaning.

Salt and pepper set (cruet set):

Collect all salt and pepper containers in one place, remove the caps and clean the exterior
of the containers.

Refill with new salt or pepper until 90 % full. No salt or pepper containers shall have less
than half of its capacity.

Wipe and polish the tops and caps (check that holes are clear on the caps), and deliver
them to the service station after cleaning.

Napkin folding:

Pick up fresh napkins from the linen room during the authorized hours, twice a day.

Fold the napkins in a designated shape according to the Managers or Supervisors

instructions.

Deliver to the service station after folding.

Fill up the service station and bring the following items according to the established par
stock :
1. Water pitchers
2. Sugar bowls
3. Sauce bottles
4. Table clothes
5. Matches
6. Flatware
7. Toothpick holders
8. Salt and pepper sets
9. Ashtrays
10. Coffee cups
11. Service trays
12. Water goblets
13. Fill up the ice container.
Training Summary questions:
Q1. How to prepare china ware for service?
Q2. Steps for checking Condiments and sauce bottle?
Q3. How to check the cruet set?

Q4. How to fold napkins? Give examples for different types of folding?
Q5. What all items to be available as per par stock?

SOP Opening routine duties in BAR before

service
SOP Number: F&B - 03
Department: Food and Beverage Service BAR
Date Issued: 01-March-2013
Time to Train: 30 Min
Opening Routine in Hotel BAR:

Switch on the Bar lights, display lights, glass wash machine and plug in all bar electronic
equipment i.e. (Blender, Swirl Machine etc.)

Read and check the Log book hand over notes and requisition book.
o Check the Bar counter, sink, utensils and fridge.
o Clean up spills with the damp cloth, followed by a dry cloth. Do not user a linen
napkin to clean up spills. Use only designated cloths or cleaning towels.

Report stained or damaged upholstery or carpeting to Housekeeping / Maintenance

department.

Move and adjust tables and chairs as needed.

Ask the housekeeping department to vacuum the BAR lounge thoroughly.

Wipe all tabletops with a damp cloth and sanitizing solution followed by a dry cloth.

If the BAR uses table top candle lamps:

Place a new candle in each candle lamp as needed, or refill lamps using liquid fuel. Make
sure that wicks are in good condition.

If the lamp uses gas, then make sure there are no open flames near you while you are
filling lamps.

Brass and silver rims of the lamps has to be polished if necessary.

Check flower arrangements and make sure the vases are clean and flowers and greenery
are fresh and neatly arranged.

If the hotel uses artificial flower arrangements then, make sure that they are free from
dust.

Adjust the drapes and blinds. Make sure that they are hanging neatly. If required adjust
them to get the best appearance.

If there is any food residue or stains on the drapes and inform Housekeeping immediately
so they can do the required cleaning / replacements.

Place clean ashtrays on tables in the smoking section. Place a fresh, closed book of
matches in each ashtray.

Check all billing stationary, equipment, POS terminals and printers are in place and
working properly.

Set up the Bar counter, displays, tent cards, tissues, Bar table mats, display and pouring
bottles, speed rail.

Pick up all stocks that had been requested yesterday.

Clean and wipe all the new stocks and replenished the fridge, store cabinet. Always
follow F.I.F.O. Standards.

Clean and wipe all the glasses No water spot should be visible

Re wipe all the bottle displays, wine rack, draught taps etc.

Prepare your garnishes, fruits and refill your Bar organizer.

Make the opening inventory so you can double check the availability of your stocks and
expiration.

Re check all your routine/checklist and youre ready for operation.

Training Summary questions:

Q1. What all to be done on table top candle lamps?
Q2. What cloth to be used while cleaning up spills?

Q3. Why it is important to read guest log book before starting shift?
Q4. What action to be taken if you find and stain on drapes?
Q5. What is the benefit of following F.I.F.O standards?

SOP Process drink re orders in BAR /

Lounge
SOP Number: F&B -XX ( SOP serial number and department code )
Department: Food and Beverage Service General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 40 Minutes
Verifying with guest if they would like another beverage:

Suggest another beverage when the guests glass is one-half to three-quarters empty.

Always count the number of alcoholic beverages each guest has.

Provide complimentary snacks like nuts or other high-fat snacks to slow absorption of
alcohol into the blood.

Taking down second order on your scribbling pad:

Draw a line under the first order and write the new orders below the line. This will help to
easily distinguish between the first order and the repeat or new order.

You can also write the word repeat on the scribbling pad if all guests in the table re
orders the same drink for the next round.

Serve additional beverages:

Clear any empty glasses when you server or before you serve the repeat order.

Always bring a fresh glass with a fresh bottle of beer.

Never out your fingers inside glasses when you are removing them from the bar or
lounge tables.

Put used glasses into your service tray.

Please a new beverage napkin in front of the guest.

Place the new drink on the beverage napkin.

Monitor guests closely for signs of intoxications:

Stop alcohol service to intoxicated guests.

Inform the Manager about the situation.

Ask the help of a co-worker or manager to watch or help as you refuse to serve alcohol to
a guest.

Remove all alcohol from the table which is in reach of the intoxicated guest.

Do not argue with the guest, Suggest Mock-talis, non alcoholic beverages or food instead.

Training Summary questions:

Q1. Tips for verifying with guest for re order?
Q2. When should you write the word repeat ?
Q3. How should you hold the glass while removing them from the table?
Q4. Why it is important to stop serving alcohol to intoxicated guests?
Q5. What else can you suggest to a intoxicated guest instead of alcoholic beverages?

SOP Serving wine in Restaurants /BAR

SOP Number: F&B -07
Department: Food and Beverage Service BAR
Date Issued: 09-March-2013
Time to Train: 45 Min
Collect the bottle of wine:

1. Pick up the wine bottle from the service bar and make sure it is the correct one that has been
ordered and that it is at the right temperature
2. For Red wine, put the bottle into a wine basket.
3. For White wine, prepare a wine cooler with enough ice cubes and water
4. When carrying the bottle of wine into the restaurant, always have your service napkin with
you. Be careful when carrying wine.
Present the bottle of wine:
1. Make sure you have placed the correct wine glasses on the table
2. Put the wine cooler with stand and napkin next to the guest table or the wine basket on the
assigned station
3. To present the bottle of wine, place the service napkin over your left hand, place the bottle of
wine in your left hand holding the neck of the bottle with your right hand, then step to the right
side of the guest (host) who ordered the wine
4. Present the bottle of wine with the label facing the guest. At the same time say the name of the
wine (e.g. : Old Vine Zinfandel 1968, Sir)
Open the bottle of wine:
1. Place the bottle on the service trolley or sideboard next to the guest table. Take the bottle neck
in your left hand and hold it tight
2. Open the bottle with a corkscrew, using a knife to cut the foil from the top of the bottle either
on or under the rim. Do not turn the bottle while cutting
3. Clean the top of the cork with a service napkin, hold the bottle tight in your left hand, then
insert the corkscrew into the middle of the cork. Do not push too hard
4. Turn the corkscrew slowly into the cork. Lift up the cork slowly, trying to avoid any noise.
Remove the cork from the corkscrew and place it on a side plate and clean the bottle neck with a
service cloth.
5. Unless you are a wine expert, do not smell the cork
6. Take the bottle in your right hand and pour the wine slowly from the right side of the guest
(host), into the guests (hosts) glass, filling the glass only full, with the label facing the guest
7. After the approval of the host, pour the wine into the other glasses, ladies first, counter
clockwise and the host last, then place the bottle back into the wine cooler or wine basket

Training Summary questions:

Q1. How to place a White wine?
Q2. Steps for presenting the wine bottle to the guest?
Q3. Who to open the wine bottle?
Q4. What are the steps for picking up wine?
Q5. Only when should the wine be poured to all guests?

SOP Setting up service concept in BAR /

Lounge
SOP Number: F&B -XX ( SOP serial number and department code )
Department: Food and Beverage Service General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 45 Min
General Service Concept:

The philosophy of each of the BAR / Lounge shall be innovation through simplicity. The
most important feature is the well being of the guest.

Therefore, a guest shall not wait more than 15 minutes for her/his cocktail despite the
waiter taking care in her/his cocktail presentation.

It is more important to take care of the guests instead of taking care of ourselves.

Friendly and efficient service is far more important in impressing the guest and making
her/him a repeat customer.

The use of new technologies within the outlets will improve efficiency throughout the F
& B Division, which will result in more time to take care of customers instead of
completing administrative procedures.

All guest must be :

Greeted at the entrance by the Hostess or Supervisor.

Asked if they are a smoker or non-smoker.

Assist in seating the guest.

When the drink order has been made, it is written in a Captain Order booklet and passed
to the Supervisor or waiter in charge of the station.

In the case of an electronic POS system, the order can be directly punched in by the
remote control device or at the terminal and the order is immediately printed in the bar.

The Supervisor or waiter taking care of the guests must :

Greet the guest appropriately.

Ask the customers if they would like to take the buffet, if any, or present the menu (a la
carte)

Deliver the drink(s) ordered.

Render appropriate service according to the Training Manual:

Serve and clear the bar when required

The Restaurant Manager or subordinate authorized by her/him is in complete charge of

the service aspect of the outlet and must ensure that guests are satisfied with the quality
of F & B service.

A guest history card shall be made for every guest who is a resident of the city or anyone
else who has patronized the establishment more than three (3) times,

Reservations shall be taken by the Restaurant Manager or anybody authorized by

her/him.

Required information while taking table reservations by phone :

1. Name of the host.
2. Number of persons.
3. Day of reservation and meal period.
4. Contact telephone number.
5. Special requests if any, e.g., smoking / non smoking, table position, etc.

6. Table Preference.

SOP Store Requisition and inventory BAR

SOP Number: F&B -10
Department: Food and Beverage Service General
Date Issued: 22-March-2013
Time to Train: 40 Minutes
For every F & B store requisition, a requisition form has to be completed.The form must carry
the signature of the Outlet Manager / Outlet Chef / Stewarding Manager / Catering Manager (as
applicable).
And this requisition form must be duly authorized by the Executive Chef (food) or Beverage
Manager (beverage) or the Director/Manager of F&B (other items).

All requisitions must be made the day before collecting the items from the store room.

Collecting the goods will be done within the opening hours of the store room, and
following a pre-established schedule approved by both the ADMINISTRATION and the
Food & Beverage Departments.

The related stocks are to be used on a FIFO (First In / First Out) basis by using the
relevant bin cards.

Inventory for Non-Alcoholic Beverages:

Check your par stock list to determine how much of each item should be on hand.

Par stock list provide consistent setup and control of the Bar operation.

Check your inventory form to determine how much of each item you already have in
hand.

Find out how much to order by subtracting the amounts on the inventory form from the
total amounts on the par stock list.

Example: Total Par Stock = 55 Nos.

Total Available = 40 Nos.

Total no. to order= 10 Nos.

Write this amounts on the beverage requisition form or enter on the (MMS) Materials
management software as a store request.

Inventory for alcohol:

Count full bottles of each type of liquor, wine and beer.

Round the amounts on an inventory form.

Estimate how much alcohol is left in each open bottle of liquor and wine.

Record the amount on the inventory form.

Inventory for Food:

Count whole fruits, vegetables, un opened containers of juice and dairy products.

Do not include fruits or vegetables which are already cut on the count.

Record the inventory on the form.

Prepare a food requisition:

Check your par stock list to determine how much of each item should be on hand.

Check your inventory form to determine how much of each item you already have.

Find out how much to order by taking the difference of the above two totals.

Training Summary questions:

Q1. How to calculate the total number to items to indent?
Q2. What does the term FI-FO stands for?
Q3. What is a MMS ?
Q4. How to take inventory for Alcohol?
Q5. How to prepare a food requisition?

SOP Suggestive selling and upselling in

BAR
SOP Number: F&B -XX ( SOP serial number and department code )
Department: Food and Beverage Service BAR / Lounge
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 90 Min
Its a fact that People goes to bars and lounges to get away from their routines, and most guests
dont know what they want to order when they arrive.
Know your product:

Be enthusiastic- Its easier to sell something which you are excited about.

Make beverage sound appealing Eg: user words like fruity, Icy and thirst
quenching etc.

Find out if guests are in a hurry or only have time for a quick drink; whether they like
sweet or tart beverages etc.

Offer a choice: Would you like Smirnoffs or Absolute in your vodka and tonic?

Check with the Outlet Chef for any daily specials and their specific ingredients.

Specific suggestions:
Recommend to the guest(s) any special dishes that were defined during the preceding briefing,
and describe the ingredients used :
May I suggest (exact name of the dish as described/displayed by the Outlet Chef) for your
lunch/dinner?.
Suggest the unusual:

Suggest beverages and foods that naturally go together. Eg: Beer and Pizza, wine and
cheese, margaritas and nachos.

If the guest is not convinced, make another suggestion (one item only).

Always ask for the sale. After you suggest and describe a beverage, ask if the guest would
like to try it.

If the guest still does not respond, tell her/him: I will be back shortly.

Training Summary questions:

Q1. Why it is required to be enthusiastic when upselling?
Q2. How to do a specific suggestion?
Q3. Examples for foods and beverages that naturally go together?
Q4. What is the next step when the guest is not satisfied?
Q5. Give few examples of beverages which you like to recommend to the guest?

SOP Wine and Beverage order taking Restaurants / BAR

SOP Number: F&B -XX ( SOP serial number and department code )
Department: Food and Beverage Service BAR
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 60 Min
Beverage Order Taking:

After the guest has been seated, approach the guests table with the beverage menu.

Approach the guest from the right side and ask if she/he would like to have a drink or if
she/he would like to see the beverage list.

Recommend any special drinks or cocktails.

If the guest requests to see the menu, hand the menu to the guest and step back within
attentive distance to wait until the guest has made her/his choice.

Take order from women first, then men and finally from the host.

Ask the guest for the order, ask politely;

Excuse me Madam/ Sir, may I take your order?.

Verify the legal drinking age of guests who order alcoholic beverages. [ If required by
local jurisdriction]

Place a Beverage napkin in front of every guest as you ask for his or her order. This will
help you to keep track of who has ordered.

Leaving a beverage napkin at the table will let other servers know that you have checked
with the guests.

If the beverage napkins have a logo, then place each napkin so the log face the guest.

When the guest is ready to order, listen carefully and write down all the details. Face
guest when taking the order and maintain eye contact

Repeat the order, to make sure you get the order correct, by saying:

Madam/Sir, your order is (list name(s) of beverage item).

Enter the order in the Pos terminal (or remote device). Where available, and the order will
thus be printed in the dispense bar.

Where no no-line system is available, pass one copy of the Captain Order to the kitchen
and one to the cashier.

Consult the order to check which types of food the guest has ordered.

Wine Order taking:

Present the wine list.

Approach the guest, or host if applicable, from the right side and present her/him the
wine list with your right hand.

Recommend the appropriate wine.

!Note: Red wine is more suitable for red meat, e.g., beef or pork dishes and white wine is more
suitable for white meat or seafood dishes, e.g., chicken, fish and shellfish.

Step back at an appropriate distance.

When the guest has ordered, repeat the order and thank the guest before leaving the table.

Training Summary questions:

Q1. When to approach the guest with the beverage menu?
Q2. What is the identification of a beverage napkin in a table?
Q3. Explain the steps in Wine order taking?
Q4. How to place a Napkin with a logo in front of a guest?
Q5. Why it is required to repeat the order given by guest?