FOOD & BEVARAGE : SERVICES

POLICIES AND STANDARD OPERATING PROCEDURES

CONTENTS

Introduction customer and you

Place Overview
Deparmental Overview and Contribution
Departmental Reporting Structure
Staff Attitude
Hours of Work

SOP : F&B : SERVICES

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 and Seating
F&BS – 006 Menu Presentation
F&BS – 007 Taking Beverage Order
F&BS – 008 Serving Beverages
F&BS – 009 Tea/Cofee 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
Siapa pelanggan anda?

F&B SERVICES
Hospitaliti industri mengandungi 2 bahagian penting:
1. Pelanggan atau tetamu
2. Pemberi Perkhidmatan (Service Provider – Restoran)

Dari aspek pelanggan, mereka mempunyai keperluan dan harapan. Contoh harapan keperluan mereka
adalah:

 Kualiti Makanan

 Value for money

 Kualiti perkhidmatan

 Keselesaan persekitaran

 Paiawaian keselamatan dan kebersihan (hygiene)

Pemberi perkhidmatan pula ingin memastikan setiap keperluan atau harapan pelanggan dipenuhi
dengan menyediakan perkara berikut:

 Kakitangan (Bilangan dan kemahiran yang mencukupi)

 Produk (Kualiti yang baik)

 Perkhidmatan (dengan kualiti yang baik)

 Persekitaran ( selesa dan bersih)

Deparmental Overview and Contribution

Garis Panduan berikut digunakan untuk F&B Deparment:

1. Memastikan piawaian perkhidmatan kekal sepertimana
2. Mengekalkan Hygene Standard and Regulations mematuhi pihak PBT untuk semua operator
restoran
3. Ensure adequate associate training is provide in accordance with fixed work instructions,
throughout the year to maintain high service quality standards.
4. Work Instructions are incorporated and devised by the F&B Management. They are to be
reviewed anually, 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 company.
5. Esure all associates are given equal opprtunity for career development, and that performence
appraisals are carried out annualy.
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 acceptance and in line with
our competitors.
9. In coalation with the Sales Deparment: Ensure creation of special events to maximize revenue
10. In coalation with the Marketing Deparment:
11. Ensure all F&B material is kept tidy and well stored
12. Always maintain breakage of material to the strict minimum through associates training and
proper storage.
13. Ensure guest entertainment throughout the year is in accordance to customer profile and fitting
with budget constraints.
14. Ensure briefing are carried out on the daily basis to keep associates informed at all times with
new promotions, along with any issues that need to be dicusssed from the previous day.
15. A revenue meeting is held every week where F&B, Sales & Marketing and Revenue can
discuss current and new projects. Minutes are to be recorded and documented accordingly.
16. Guest comments/complaints with regards to all deparment
 Pengurus Operasi

Ketua Tukang Masak Ketua Pramusagi Penyelia Katering

Pembantu Tukang Pemabantu Tukang Pembantu Tukang

Masak #1 Masak #2 Masak #3

PENGURUS OPERASI

Walau apa pun panggilan yang diberikan atas jawatan ini tanggungjawan keseluruhannya adalah untuk
menyusun dan mentadbir khususnya di kawasan perkhidmatan F&B. Ini mungkin termasuk dapur,
ruang hidangan, tempahan atau katering dan lain-lain perkhidmatan berkaitan.Pengurus operasi
restoren adalah mereka yang bertanggungjawab di dalam menetapkan piawaian perkhidmatan dan
bertanggungjawab melatih kakitangan di dalam mengendalikan tugasan. Pengurusan opersai ini juga
bertanggungjawab di dalam menyusun jadual kerja dan cuti kakitangan

STANDARD OPERATING PROCEDURES

Deparment F&B: Sevice

Task TAKING RESERVATIONS

Responsible for SOP F&B Director

Date Issued

Document Reference F&B S 001

Policy

Guidelines

Procedures
Deparment F&B: Sevice

Task OUTLET OPENING DUTIES

Responsible for SOP F&B Director

Date Issued

Document Reference F&B S 002