Back of the House

Kitchen Manual

Vikings Luxury Buffet – SM Megamall

4TH FLOOR, MEGA FASHION HALL D, EDSA CORNER J. VARGAS
AVENUE, MANDALUYONG CITY
 BACK OF THE HOUSE

Standard Operating Procedures

SUMMARY

OPERATIONS
1. Lunch Operations Opens at 11:00am.
2. Dinner Operations Opens at 5:30pm.
3. Reception should start calling guests with reservations at 5 minutes before opening time.
4. End of Lunch Operations is 2:30pm.
5. End of Dinner Operations is 10:00pm.
6. Last Call is at 15 minutes before end of operations.
a. Lunch Last Call is at 2:15pm.
b. Dinner Last Call is at 9:45pm.
7. Pull out of food is at the end of each operations.
a. Lunch Pull out is at 2:30pm.
b. Dinner pullout is at 10:00pm.
8. There are two seating for Dinner Operations on the following occasions:
a. Valentine’s Day
b. Mother’s Day
c. Father’s Day
9. Schedule of each operation for the two seating are:
a. Dinner 1: 5:00pm to 7:00pm
b. Dinner 2: 8:00pm to 10:00pm

FOH
Manpower
1. There should be 1 OIC per branch with a maximum total of only 4 Dining Managers.
2. Managers report for 10 hours duty, 6 times a week.
3. Schedule templates for Managers are as follows:
a. 9am to 7pm
10am to 8pm
12nn to 10pm
1pm to 11pm
*when they are complete

b. 9am to 7pm
11am to 9pm
1pm to 11pm
*when one is on day off

4. CDOs and Leaves are to be approved by OM. Filing should be at least 1 week before the
date filed for.
5. NO Day off and CDO on Sundays for Managers.
6. Submission of Managers Schedule for the following week, for checking and approval of OM
every Saturday.
7. Managers are required to post on whatsapp their end of duty reports and comment on the
meal that they had for the day.
8. A Trainee Manager must be included in whatsapp loop after a week of training.
9. Managers’ Meal have schedule:
a. Monday – Employee’s Meal
b. Tuesday – Chinese
c. Wednesday – Employee’s Meal

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d. Thursday – Japanese
e. Friday – Grill
f. Saturday – Western, Pizza, Pastsa
g. Sunday – Employee’s Meal

10. FOH Staff has the following positions only: Server, Bartender, Housekeeping and Dishwasher.
No more back up, setup, buffet, etc.
11. There are 2 groups of Birthday Singers per store. 3 per group, 1 reliever on day off, total of
7 birthday singers. Each birthday singer is entitled to Php250 allowance per week and 2 tip
shares.
12. For Kiddie Sunday, Receptionists are given a budget of Php 1,500 for their costume and
Php1,500 for decorations and give away to kids, a total of PhP3,000.00 weekly budget for
Kiddie Sunday.

FOH Operations:

1. Music should always be at the right setting, not too loud, not too soft. Play only approved
music.
2. Music should be turned on 10 minutes before opening.
3. Music should be turned off until the last guest has left.
4. Lights should be turned on 15 minutes before opening.
5. Lights should be turned off only on areas where there are no more guests after operations.
6. Aircon must be off during the break period whenever there are no more guests.
7. Remove reserve sign upon seating guest.
8. Ask for any promo availed; ask for necessary documents for promo availed.
9. No bussing of cutleries, chopsticks and sauces.
10. Spot lights must be directed to food.
11. Plates must be stacked at a maximum of 20pcs or 10 pcs only in some branches.
12. There should always be plates and glassed available for guests at buffet.
13. Replace soiled tongs, serving gears and rest as frequent as possible.
14. Avoid too long queue lines.
15. All chaffing dishes must be spotless at all times.
16. Drinks must be tasted before each operations by Managers.

Reservations

1. Definition of Groups for Reservations

Small group: 1 to 19pax
Big group: 20 pax and above

2. Reservations can be made thru mobile phone, landline, email, Facebook, text, walk in

3. The following details are required to be obtained:

a. Date and Time of Reservation
b. Name
c. Number of Pax
d. Contact Number
e. Special Occasion
f. Preferred Table
g. Promos to avail

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h. E-mail address (for big group)

i. Special Request (for big group)

*Reference / confirmation number must be given to guest right after reservation is

made.

4. Reservations Quota per branch is:

MOA 480 pax (lunch and dinner, Monday to Thursday)

450 pax (lunch and dinner, Fiday to Sunday)

SMMK 350 pax (lunch and dinner, weekday and weekend)

SMNE 350 pax (lunch, Monday to Saturday)

250 pax (dinner, Monday to Saturday)
250 pax (lunch, Sunday)
350 pax (dinner, Sunday)

SMLA 400 pax (lunch and dinner, weekday and weekend)

SMMM 400 pax (lunch and dinner, weekday and weekend)

NIU 300 pax (lunch and dinner, weekday and weekend)

JAZZ 300 pax (lunch and dinner, weekday and weekend)

SMBF 300 pax (lunch and dinner, weekday and weekend)

FS 200 pax (lunch and dinner, weekday and weekend lunch)

120 pax (weekend dinner)

5. Holding period of Reservation:

 SMMK, SMNE, SMLA, SMMM, JAZZ, SMBF

Lunch: 11:00am to 11:30am (external) and up to 12:00nn (internal)
Dinner: 5:30pm to 6:00pm (external) and up to 6:30pm (internal)
 MOA
Lunch: 11:00am to 11:30am (external) and up to 12:00nn (internal)
Dinner: 5:30pm to 6:30pm (external) and up to 7:00pm (internal)

6. Receptionist or Telephone Operators must call all guests who have not arrived before giving
up their tables. Holding time may be adjusted if the guests give assurance that they will be
pushing thru with their reservation. Manager on duty must always be informed. Approval of
Reservations manager or OIC is also required.

7. Giving up of reserved tables must always be acknowledged by the Reservation Manager or

OIC.

8. For big group reservations, guaranteed

30 pax up to 149 pax = at least 50% down payment

150 pax and above = at least 75% down payment

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 Should be at least a week prior to the reserved date. Down payment can be
done personally or thru Online Deposit.

9. Walk-in: listing is done thru personal appearance of guest or representative.

Enlisting of walk in starts at
 9am: for MOA and SMLA
 10am: SMMK, SMNE, SMMM, JAZZ, SMBF

10. Guest must be present during opening time (Lunch at 11am, Dinner at 5:30PM) to avoid
cancellation of the table.

11. Get the following details from the guest for walk in listing:
-Name
-No. Of Pax
-Contact Number
-Special Occasion
- Promos to avail

12. Reservations Contract must be duly accomplished for 30pax and above.

13. 50% down payment is required for groups of at least 20pax during Weekday Lunch to
guarantee the seats especially if the guest is reserving for a VIP Room.

14. For 30 pax and above – 50% DP + Contract

15. 100 pax and above – 75% DP + Contract (ask for Management’s approval first)

16. For inquiries and if there are no more available seats for reservations, it is not allowed to
answer FULLY BOOKED. Instead, reply with “Reservations is already Closed.”

17. When re-confirming a reservation, text guest using “Reconfirmation Message Template” two
days prior or a day before their function date.

18. If reservation is already closed on the guest’s desired date, text back using “Closed
Reservation Template”.

19. If guest’s reservation falls on a holiday, guest must be replied with “Confirmation code and
Holiday Rate Template”.

CASHIERING

1. There are 3 Cashier Terminals for each branch. 2 for cash transactions, 1 for credit card.
2. There are 4 Cashiers per branch and 1 Admin Officer.
3. Change fund is PhP5,000 per Cash Terminal, PhP10,000 per store.
4. Y-readings are to be done after each operations, 1 after lunch and 1 after dinner.
5. X-reading by end of day.
6. During operations, Receptionists should duly accomplish the Order Slip (Checklist) andto be
reviewed and noted by the Dining Manager-on-duty.
7. Only the Receptionists and Managers are allowed to present the Bill to the guest and accept
payment from the guests.
8. It is a must to note down on the tape receipt the amount of cash or type of credit card received
from the guest for payment.

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9. Only the Receptionists and Managers are allowed to return change and/or charge slip to the
guest.
10. For Table Transfer and Merging, only the Managers have access.
11. Void, Refund and Cancelled transactions need Manager’s fingerprint.
12. For companies asking for Official Receipts, their TIN Number is required.
13. Tape Receipt is attached to the duplicate receipt of OR. White copy of OR is given to the guest.
14. Left Tape Receipts (OR) left by the guests are to be surrendered to the Cashiers, then forwarded
to Admin Officer for daily shredding.
15. Cash Sales are to be endorsed to the Admin Officer right after counting the money after
operations for safe keeping at Vault.
16. Saturday night cash sales are safe kept at Manager’s vault and for pick up the following day,
Sunday by BDO Bank representative.
17. Cash Sales are picked up daily by BDO Bank representative.
18. Each branch is allocated with Petty Cash Fund of Php100,000.00 including the Php10,000.00
cashiers’ change fund.
 Request for PCF must be properly supported with Petty Cash Voucher, MRF with its
approval from the Management.
 For replenishment, manual Official Receipt or Sales Invoice, indicating Company name and
TIN number of the branch, should be submitted to Admin Officer.

BOH

Manpower

1. There should be 1 EC and 2 Sous Chefs per branch.

2. Chefs report for 10 hours duty, 6 times a week.
3. Schedule templates for Chefs are as follows:
a. 9am to 7pm
11am to 9pm
1pm to 11pm
*when one is on day off, no more 11am to 9pm schedule.
4. CDOs and Leaves are to be approved by Corporate Chef. Filing should be at least 1 week
before the date filed for.
5. NO Day off and CDO on Sundays for Chefs.
6. Submission of Chef’s Schedule for the following week, for checking and approval of
Corporate Chef every Saturday.
7. Staffs are on broken schedule with 2 to 3 hours of break.
8. Schedule template for the staff must be followed and executed per station.
9. Chefs are required to post on whatsapp their end of duty reports.
10. A Trainee Chef must be included in whatsapp loop after a week of training.
11. No Chef’s allowed to standby at back office during operations unless urgent and a concern
needs to be discussed with the Planner or other concerned persons.
12. Back Office should be closed by 8:30pm.

BOH Operations

1. Weekly Budget Allocation is to be submitted to Planner every Tuesday. Every

Wednesday, Planner to submit to Rock.
2. Fruits and Vegetables request should be emailed everyday to Rock before 12nn.
3. Menu Cycles for the following week are to be submitted by CDPs on or before Friday.
4. Receiving of stocks must be witnessed by a Sous Chef or CDP.

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5. BOH representative must stamp and sign on the DR. Follow proper receiving
procedures.
6. Requests for food as replacement for non-delivery by supplier must be supported with
MRF and to be approved by Budget Department.
7. Food must be tasted and checked by Chefs before each operations.
8. In refilling food, replace the entire insert and food must be with proper presentation.

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