SOP Guest Billing and checks settlement 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: 60 Minutes
Print the bill / check for presenting to the guest:

Print the guest check from the POS machine on a Slip Printer / Roll Printer.

Place the check on the bill folder.

Place a pen along with the bill.

Present the bill to the guest / host.

Settlement of by Cash:

Cash settlements may vary among restaurant / hotel policy.

If the guest wants to settle by foreign currency then request the guest to exchange the
currency with the front desk cashier. ( Depending upon the hotel and local government
policy)

Present change in the folder.

Do not claim the tip until guest leave.

If the guest leaves while you are settling the bill then, the change is your tip.

Settlement by Credit Card:

Swipe the Card on the EDC machine.

Enter the amount on the EDC machine.

Verify the amount entered with the amount on the bill. Confirm the settlement.

Take print out and get signature on the merchant copy from the guest along with the
check copy.

Return the credit card along with the guests copy of the credit card slip / voucher.

If guest adds a tip on the Credit card slip then adjust the same on the EDC machine and
take a new printout.

If the credit card is declined / expired then politely ask the guest for another card or form
of payment. If necessary ask the guest to step away from his or her group so that he or
she will not be embarrassed.

Settlement to In House rooms:

Request the guest to write their name and room number on the printed check and sign
them.

Do a room enquiry on the POS machine with the details mentioned on the bill by guest.

Try searching by room number first if not found then try again by searching by the last
name of the guest.

If details matched with those given on the bill then settle the bill on to that room.

If the details doesnt match then, Ask the guest to present the room key as identification.

If the POS enquiry fails with the given details, Then crosscheck with the front desk team
with the guest details. And check if the guest is entitled for a credit on the restaurants.

Nowadays on the PMS there are features to block all POS settlements, This will restrict
any POS settlements from restaurants to the guest room account, So these guests has to
pay their bill directly at the restaurants by other payment methods.

Settlement to Company or City Ledger:

Ask the guest to write down the Company name on the bill, Some companies have credit
with the hotel. These are called city Ledgers.

If the guest is aware of the unique City Ledger number then ask for the same.

Ask guest to sign on all the checks.

Give the receipt showing the charges.

Make the settlement to City Ledger and close the Table on POS.

Settlement against Coupons, vouchers and Gift certificates:

Read the coupon carefully to determine if it is a valid or expired one.

Find out what all charges are covered.

Dont give any cash as change for gift certificates and coupons.

If the coupon amount doesnt cover the total food bill then collect the balance amount by
other method of payments.

Keep the coupon safely on the cash box / folder. Treat them as cash.
Guest Bill Settlement Type Diagram

Thank Guest:

Thank the guest when you return the change and receipt.

Invite guest to return to the restaurant / hotel again.

If the guest leaves without settling the bills then inform the Security Manager and Outlet
manager about the same.

Training Summary questions:

Q1. How to present the bill to the guest?
Q2. Procedure for Bill settlement by Cash?
Q3. Why it is important to ask the guest to write the name and room number on bill while doing
a room / In House settlement?
Q4. What is the procedure for bill to City Ledger?
Q5. How to handle settlement by Voucher?

SOP Guidelines for conducting F&B service

meetings
SOP Number: F&B -03
Department: Food and Beverage Service General
Date Issued: 28-FEB-2013
Time to Train: 30 Min
The Food and Beverage service department should conduct regular pre-shift meeting with all key
staff members and also monthly meetings with F&B Director and HODs of each outlet.
Daily Pre Shift Meetings:

Pre shift meetings are ideal times for managers to emphasize teamwork and develop
common goals with staff members.

Pre shift meetings should also give staff members an opportunity to ask questions and
have them answered.
o Minimum of one briefing daily to be conducted for staff in each outlet.

Time of briefing be decided based on business levels, max. staff availability etc. and last
15 to 20 minutes.

Managers should listen closely to the concerns and ideas of staff members expressed
during pre shift meetings

The staff member is to be well prepared with a working pen and an adequate notepad.

The meeting comprises a review of the previous day, that days upcoming activities and
the next days main topics.

Events in the local community that could make the upcoming shift busier than usual.

Special arrangements for guests celebrating birthday parties, anniversaries and other
occasions.

Merchandising and up selling techniques.

Daily food and beverage specials.

Introduction of new staff members.

Recognition of staff member activities.

Tips for handling equipment and supplies.

Reading out important guest feedbacks that guest have turned in.

No minutes are to be taken.

Monthly Meetings:

The Food & Beverage managers meeting will be held every month on a day and time that
are highly appropriate, according to the hotels F&B operation activity ,structure and
business level.

All F & B Department Heads must attend the Food & Beverage meeting.

The meeting covers all F & B related activities such as operations, personnel, finance,
sales and promotions. All problems shall be tackled and both the Department Heads and
the Management Team shall come up with solutions.

The financial performance of each outlet are reviewed and recommendations are given to
meet the monthly targeted budget.

Reports for ancillary income brought in by special-functions and business.

Planned special events and promotions.

Special arrangements for upcoming holidays.

Strategies for or changes to food and beverage service.

Specific objectives and/or tasks are given to each Department Head.

This meeting shall not exceed 90 minutes.

Minutes will be taken.

Training Summary questions:

Q1. Time of pre shift briefing is based on what all factors?
Q2. Does the event in local community affect the restaurant sales?
Q3. Why it is important to read guest comments / feedback on pre shift meetings?
Q4. Should monthly meeting discuss about each outlets financial performance?
Q5. What is the appropriate date and time to arrange a monthly F&B meeting?

SOP - F&B General Handling guest

complaints
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: 60 Minutes
Understand few common reasons for Why Guest complaints?:

Unfriendly staff or lack of a warm greeting.

Pushy servers.

Excuses by the servers.

Lack of courtesy by servers.

Unhelpful attitudes of servers.

Overly friendly servers.

Not giving enough responses to guest requests.

When the servers are not available to take requests. And guest has to wait for servers to
return to the table.

Food not been delivered on time.

Un hygienic cutleries and crockery used.

Unacceptable noise levels.

Cramped dining area.

Non responsive attitude of management for complaints etc.

Handling Guest complaints:

Calmly and patiently listen and empathize.

Any complaint received is to be dealt with by the appropriate Department Head and
reported to the Resident Manager.

It is imperative to ensure prompt, efficient and courteous action to any complaint

received.

Initiate the required service recovery steps immediately.

The correct approach to the customer is the key to success. The staff shall not be servile
but anticipate the guests.

A careful watch shall be kept on the guests at all times during the meal without being
obvious.

Care shall always be taken when dealing with a difficult customer.

Never argue with a guest as it only aggravates the situation but refer all complaints to the
designated superior.

All written complaints (online or by letter) must be investigated and answered promptly.
They shall be handled by the Food and Beverage Manager and brought to the attention of
the Resident Manager and/or General Manager.

Record the following information on the log book :

Guests name.

Room number.

Company name.

Arrival relevant account details on the guest folio.

Refer to the guest problem in the related file.

Contact details of the guest email, mobile number etc.

Training Summary questions:

Q1. What are the common reasons for guest complaints in restaurants?
Q2. Whom should dealt with any guest complaints?
Q3. How to handle written complaints?
Q4. What all information to be recorded in the log book in case of a guest complaint?
Q5. Why you should never argue with the guest?

SOP Staff Hygiene in Food and Beverage

department
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 Minutes

Personal Hygiene in F&B department:

Shower daily.

Brush your teeth regularly

Keep hair free of lice, dandruff.

Do not chew gum, tobacco

Wash hands regularly

Gargle after smoking and have a breath freshener.

Food handlers must :

Be properly clothed in clean clothing.

Keep hands finger nails and body clean.

Wash hands thoroughly before commencing work, after using the toilet and at other
times.

Wear water proof dressing over wounds.

Do not smoke while involved in food handling.

Ensure food is protected from pest and dirt.

Wash hands:

After visiting the toilet.

After blowing the nose if you are involved in food preparation or handling
unprotected food.

After fingering the nose or face.

After handling the garbage or spoiled foods.

Before and after handling raw produce such as meat, poultry and the vegetables.

Before and after handling different types of food,Eg. Uncooked and cooked (To Prevent
cross contamination).

of

After handling money

After tea and meal break.

After clean-up.

Before handling unprotected food or preparing food.

Hand Washing:

Use warm water

Always use antibacterial soap

Wash for at least 15 to 20 seconds.

WASH: Palm, Nails, Wrists, Between fingers, Thumbs, Knuckles.

Dry with paper towel or hot air.

Bad Personal Habits:

Smoking. Smoking in the kitchen area.

Coughing and sneezing.

Picking pimples and sores.

Fingering food.

Licking fingers.

Tasting food with unwashed spoon.

Scratching the head.

Exclusion of food handlers (Food handlers must report )

Diarrhea.

Vomiting.

Infected wounds.

Major wounds even it not infected.

Eye ,Nose and ear infections.

Colds and flu.

Training Summary questions:

Q1. What all should food handlers report before duty?
Q2. What is the Proper way of washing your hands before duty?
Q3. What are bad personal habits?
Q4. What to be done if you have a cut in your hand?
Q5. When all one should wash your hands ?

SOP Restaurant service sequence

SOP Number: FO 37
Department: Food and Beverage Service Restaurant
Date Issued: 05-October-2014
Time to Train: 60 Minutes
Greeting and Seating:

Guest should be greeted and welcome with recognition, And should be helped with their
coats and bags.

All guest are welcomed at the entrance.

Guest are greeted warmly.

Ask guest name to acknowledge them.

Use guest name at least twice during conversation.

Offer choice of seating.

Table setting are adjusted to the number of guest.

Menu Presentation service standards:

All Beverage menu should be clean and in good condition.

Menus should be at least 2/3 languages.

Menus must be presented to guest opened, Present menu in the guest table and open the
first page.

Must have non alcoholic option in case hotel have license to serve Liquor at Restaurant .

Always point any recommendation or house favourites.

Inform the guest that you will take their order when ready.

Maintain eye contact and approach at the appropriate time.

Order Taking Service Standards:

Staff should have a warm smile and polite attitude, Approach guest table within 10
seconds whenever they need to order.

Always prepare a note pad and a pen.

Be attentive at the guest table.

Offer recommendation.

Always repeat the guest order.

Inform guest the expected service time.

Estimate the serving time.

Point of Sale key in Procedure:

Double check all the key in order before send.

Barman should serve the drinks with the specific POS ticket.

Key in order into the POS system accordingly.

If any wrong order key in, look for assistant manager or above to void it immediately.

When barman gives the drinks to the waiter it should be with the POS ticket.

Order Delivery Service:

Waiter reviews the order and put on tray.

Quality check by every staff.

Acknowledge the guest 2 steps before approaching the table.

Offer to pour beverage.

Leave the table by saying: Is there anything I can assist you at the moment?

Handling Bills and final settlement:

Ensure the bill is accurate, Always Double check the bill before presenting it to the guest.

The bill is presented in a company bill folder and pen, Retire from the table and stay
within the vicinity.

Recover the check and means of payment.

Thank the guest and process quickly.

Payment should be done in 4-5 minutes.

Guest Departure and Fond Farewell:

Thank the guest by name and bid farewell to all members of the party.

Help customers leave their table.

When assisting the guest, ensure ladies first.

Always says: Hope to see you again.

Table should be reset immediately.

Training Summary questions:

Q1. What are the service sequence in restaurants?
Q2. How do you present menu to the guest?

Q3. What are the standards for order taking?

Q4. How to handle billing and final settlement?
Q5. Why it is important to give a fond farewell to the guest?