F & B Manual

Food & Beverage Service
FOOD & BEVERAGE

SERVICE MANUAL
Page 1 of 260
SI. No. Topic Page No.

Index 2-5
1. Introduction 6
2. Process Description 7-18
2.1 Service of Food & Beverage in the Outlets 7
2.2 Service of Food & Beverage in Guest Rooms 7
2.3 Complaint Handling 7-8
2.4 On the Job Training 9-11
2.5 Guest Feed Back 12
2.6 Generating MIS Reports 13
2.7 Budgeting 14-16
2.8 Purchasing 17
2.9 Menu Planning 18
3. Organization Chart 19
4. Duties & Responsibilities 20-26

4.1 | Food &. Beverage Manager/ Dy. Food & Beverage Manager 20
4.2 | Assistant Food & Beverage Manager / Guest Service Supervisor 21
4.3 In Room Dining Order Taker 22
4.4 1 Hostess 23
!
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4.5 Guest Service Associate 24

4.6 Hotel Trainee 25
5. Standard Operating Procedures 26-214
|
5.1 Citrus Cafe 26-51
5.2 Slounge Bar 52-90
5.3 Speciality Restaurants 91-128
5.4 Common Standard Operating Procedures 129-162
5.5 Pastry Shop 163-179
5.6 In Room Dining 180-214
6 Forms & Formats. 213-226
6.1 Kot Pad 214
6.2 In room dining order tracking and clearance sheet 215
6.3 CGHS breakage register 216
6.4 Store requisition 217
6.5 Linen/ Laundry washing form 218
6.6 GSS/ GSA cash report/ remittance envelope 219-220
6.7 Employee Leave Card 221-223
6.8 | Tip handover register 224
6.9 Menu Grid 225-226
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1. INTRODUCTION
The Food & Beverage (F&B) Department is a major operating and profit generating department offering food &
beverages (alcoholic & non alcoholic) service in the F&B Outlets, aiming to provide the guest with quality food &
beverage service in the rooms & outlets. The department is also involved in arranging for banqueting and
conferencing facilities for both internal & external guests.
To give consistent quality service to the guest a thorough knowledge of this department & other related
departments is needed for every person who is going to work in the department. To fulfil this, the Food &
Beverage Service Manual gives a detailed guideline of all functions for the department. The manual will act as a
training manual for all new employees joining the department and as a reference manual for those who are
already working in the department.
The major functions involved in the department are:
• Service of Food & Beverage in the outlets

• Service of Food & Beverage in the rooms (IRD)
• Complaint Handling
• On the job training
• Guest feed back
• Generating Management Information System (MIS) reports
• Creating a database
• Budgeting
• Purchasing
• Menu planning
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2. PROCESS DESCRIPTION
2.1 SERVICE OF FOOD & BEVERAGE IN THE OUTLETS

Food & beverage is being offered to guests at various outlets namely Citrus Cafe, Slounge Bar, & Speciality Restaurants.
The food and beverage is served to all guests after the presentation of the menu, suggestive selling, and taking the order
on the Kitchen Order Ticket (K.O.T) as per format & giving it in the kitchen/bar. Orders are picked up and served to the
guests. At the end of the meal, a bill is made on a printed format from the items on the K.O.T and revenue is collected
against it from the guests. Detailed SOPs are maintained for operation of various outlets.
2.2 SERVICE OF FOOD AND BEVERAGE IN THE ROOMS (IRD)

In Room Dining is responsible for the service of food and beverage in the room. The process starts with - taking the order
of the guest on the phone, suggestive selling, making the K.O.T, giving the order to the kitchen and serving the food and
beverage in the room along with the bill. The bill is signed by the guest and forwarded to the room master folio of the
guest. Detailed SOPs are maintained for operation related to service of food & beverages in the rooms
2.3 COMPLAINT HANDLING

A major function of Food & Beverage service is to handle guest complaints generated in the department during
operation. All complaints are to be dealt with immediately, because a minor complaint if not handled on the spot will
lead to major guest dissatisfaction and a bigger complaint in turn. Even if a guest does not complain when he is not
attended to at the first instance, it does not mean he is satisfied. He will pass on his negative experience to other guests.
Guidelines for handling a complaint:
• Listen to the guest very carefully
• Apologize to the guest, saying, "I am very sorry for what has happened sir / madam."
• Find out what the guest wants.
• Offer him alternatives.
• Make sure that the guest receives what has been offered.
• Find out whether the guest is satisfied or not.
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• If the guest is still not satisfied see what else can be done.
In case of a negative feedback from a guest RSTS or a complaint letter from a guest, the guest is contacted to find
out the exact problem. The situation is analyzed to find out why it actually happened and how it could have been
averted. Managers or supervisors deal with such cases. The guest is contacted personally to apologize and
compensated for the problem. Even apology letters are sent to guests for this purpose.
2.4 ON THE JOB TRAINING
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To have a uniform standard of service, it is very essential to have regular training classes for the employees i.e. on
the job training. These training classes are based on day to day operations for general development of staff. The
individual Managers of the respective outlets hold these classes on a weekly basis. A schedule for monthly training is
prepared by the individual outlets based on the GSTS (Guest Satisfaction Tracking System) scores and approved by
the Learning & Development Department.
LEVELS OF TRAINING
I Training for beginners
Induction & Orientation - Induction & Orientation about the hotel is imparted by the Training Department
of the hotel, but when new staff joins an outlet he has to be made familiar with the outlet, which he is going
to work for. The person is briefed about where the operational equipment is kept, & all departments that he
will need to be coordinate with.
Simulation & Situational Practice - A practical situation is created and the staff is asked to react in such
a situation and is given suggestions accordingly.
Policies - The policies of the outlet needs to be explained, which will include the following:
Timing - For opening, closing & last order.
Capacity - Total number of covers.
Reservation policy - Time slots, maximum reservations taken & maximum number of people per group.
Service sequence - How the sequence of service is carried out in the outlet?
Theoretical Knowledge - Theoretical inputs regarding the menu and its specifications.
Uniform & Grooming - What standards of uniform & grooming needs to be maintained by the staff?
Trained by - Manager
II Training for old staff
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Practical Training - Training on various tasks as listed in the Standard Operating Procedures.
Menu Knowledge - Training on the contents of the menu and its specifications.
Simulation & Situational Practice - A practical situation is created and the staff is asked to react in such
a situation and is given suggestions accordingly.
Refresher Courses - To refresh all such topics that have been covered earlier to achieve perfection.
Trained by - Manager
Frequency - Once/twice a week.
Ill Generic Training
Guest handling
Complaint handling
100% Guest Satisfaction Program
English speaking courses
All the above trainings are coordinated by the training department (L&D-Learning & Development)
IV Supervisory Training
These are imparted to the supervisors on aspects like Train the Trainer, Supervisory Skills. These training sessions
are coordinated by the Training Department.
V Outsourced Training
There are certain training classes that are held by various companies who are related to the trade for betterment of
the staff.
ASSESSMENT OF STAFF
When staff is being trained it becomes essential to estimate the effectiveness of training. This is done by the
following ways:
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Periodic tests
This can be both theoretical and practical.
Theoretical tests are those that are taken in the form of a questionnaire, which include questions on menu
knowledge, and practical situations.
A practical test will have a mock set up, a common situation that can be both regular and difficult, the staff's
reaction to it is noted and then it can be explained and clarified. These tests are conducted by the Managers,
and L&D.
Assessment during a real situation

This is done when a person is actually working and any undesirable method of work can be rectified on the
spot. This can be done by the Managers.
Appraisals - This is done annually by the Manager on the basis of the entire year's performance. It directly
reflects a person's performance throughout the year.
Job Chats - Brief discussions with every employee is conducted twice a year. Comments are recorded in a
format and placed in the employee's file in Human Resources. This is referred to at the time of the annual
appraisal.
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2.5 GUEST FEED BACK
To ensure 100% guest satisfaction, it is extremely necessary to study & record guest feed back about the
quality of food, beverage, & hospitality. It also helps in improving the standard of the product
Guest feed back is obtained in various ways
 RSTSs - which are filled in the outlets, the room (RSTS-Restaurant Satisfaction Tracking System) or
upon check out at Front Office for In-House guests (GSTS-Guest Satisfaction Tracking System.)
• Verbal - communication between guest and the front line staff. I
• Correspondence - Any guest who shows his dislike for any particular incidence.
Recording guest feed backs
The feedbacks include the following -
• Name of the guest.
• Value for money
• In Room Dining-quality, choice & taste of food
• Slounge Bar-ambience and decor
• Citrus Cafe- quality, choice & taste of food
• Speed of service.
• Address &. Telephone nos.
The Comments obtained from the various outlets are individually accumulated for a month for each hotel and the
scores are analyzed for corrective action where necessary.
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2.6 GENERATING MIS REPORTS
The Food & Beverage service department is involved with various types of transactions related to sales.
To keep the department abreast with all such transactions it is essential to generate various reports.
The types of reports which are prepared are:
Monthly sales report - Prepared by individual outlets and sent to Lemon Tree Hotels Corporate Office
for review by the Corporate Food & Beverage Director.
Monthly training schedules - Prepared by individual outlets, compiled and sent to the Corporate L&.D
Department which is then assessed by the Corporate Food & Beverage Director.
Daily sales figure - These are submitted via the daily DBR (Daily Business Report) which is sent to the
Corporate office by the Hotel Manager of each unit. :
Bi-Monthly Food Cost report - This is generated by the individual unit Chefs and sent to the Corporate
Chef. The Corporate Chef then sends this to the Corporate F&B Director and the V.P. Operations for
further
analysis. ;
2.7 BUDGETING
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The budgeting is a process through which financial targets are set which are to be achieved during the
forthcoming financial year. The performance of the department can be measured from the variance
between the actual figures at the end of the financial year in March against the budgeted figures that
were prepared at the beginning of the financial year in April.
It is also referred to as the AOP (Annual Operating Plan)
Elements of a Business Plan

- Revenue Budget
- Expense Budget
- Capital Budget
- Operating Equipment Budget
Structuring a Business Plan

A Budget or Business Plan starts with individual Business Plans for every outlet, prepared by theif
respective
Managers, which are discussed with the Hotel Manager and approved by the Corporate F&B Director. This
is
then finalized and sent to the V.P. Operations and the Finance Team for final approval.
Revenue Budget
It is the budget pertaining to the income of the department through the sales achieved in the outlets
& services provided to the customers. It includes revenue under the following heads:
- Food
- Beverage
- F&B Other income
How a Revenue Budget is prepared?

It is prepared keeping in mind the following factors:
- Previous year's occupancy
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- Previous year's food and beverage sale and the average check.
- Proposed promotional activities for increasing sales
- Other anticipated factors like socio-political scenario, industrial trends.
Expense Budget
This pertains mainly to the operational cost of the department. It includes expenses under various heads.
Preparing an Expense Budget

The expenses are allocated keeping in mind the following:
• Previous year's actual figures.

• Inflation.
» Critical expenses deletion and addition.
Capital Budget
This is the budget pertaining to the expenditure of the department involving capital equipment that comparatively
involves a huge expenditure of any item. It is prepared individually by the Hotel Managers keeping in mind the
future requirements and the finances available.
Preparing a Capital Budget

It generates at the outlet level where the outlet Managers give a requirement for capital items, furniture and fixtures
for the forthcoming year. It is then discussed with and approved by the Hotel Managers. Final approval is at the
Corporate Office.
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Operating Equipment Budget

It is the budget dealing with the expenses on small equipment required for the functioning of the department. It is
prepared keeping in mind the stock in hand, future needs and the business trend, whether a heavy business is
expected or not. It includes expenses under the following heads:
- China
- Glassware
- Silverware
- Mtssc. Service items
Review of the Business Plan

The business plan is reviewed every month and appropriate decisions are taken depending on the nature of critical
variance.
2.8 PURCHASING
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The F&B Service department is not related to any direct purchasing. AH purchases are routed through the
Purchase department. Purchases in the department involve capital items like cutlery, crockery, and glassware
which are handled by the hotel's purchase department. Other than these there are items for which there is no
regular requirement and are purchased as and when required, like costumes for festivals in any specialty
restaurant. Other items which are used regularly but do not come under capital budget are maintained as a regular
Store inventory items and the PR (purchase request) for these items are generally prepared by Stores department,
like, swizzle sticks, acrylic lid covers etc, Purchases required for the department are done in two ways:
- Annual purchases
- Out of the turn purchases
Annual Purchase
This is done for capital equipment & those items that involve a lot of expenditure. A detailed plan of purchase is
derived from the Capital Budget (a part of the Expense Budget) which is submitted to the Hotel Manager at the end
of a financial year in March, for the next financial year beginning in April. The purchase requirements are distributed
throughout the year to keep a balance between requirements and the stock in hand. Next is raising a PR (purchase
request) whenever a requirement is generated. One always tries to limit the purchases to what has been planned
for and approved in the budget.
Out of turn purchase

Items that are not planned in the capital budget, but a requirement is generated in due course of time are
purchased out of turn to avoid problems in operation.
Raising a PR (purchase request)

A PR is generally raised by the Hotel Managers. A PR has to be authorized by the HM and Financial
Controller, and then it is send to the Manager Stores for necessary action.
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2.9 MENU PLANNING
The F&B Manager in co-ordination with the Executive Chef does menu planning. . Menu planning is done twice a
year to incorporate changes in the menu twice a year in April & October. A change in menu becomes very essential
for the following reasons:
- To avoid monotony
- To change according to guest requirements
- To replace slow moving or non-moving items on the menu
- To capture the market by keeping the prices in line and make popular dishes available in the menu.
Menus of other similar hotels are studied and then the Chef who also does the costing of individual items prepares
a probable menu.
Final menu pricing is done by the Hotel Manager, Chef and F&B Manager based on the projected food cost and the
perceived value of the dish. The VFM scores are also considered (Value for Money) when pricing,
Menus are designed by the Corporate F&B Director and external agencies are used for the artwork and layout
and the final draft is sent for printing.
All Menus are approved by the Corporate Chef and the Corporate F&B Director.
3. ORGANISATION CHART / HOTEL SPECIFIC
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F & B Service
Organizational Structure
FNB Manager
Asst FNB Manager
Asst Manager
GSE
GSA
HT
4. DUTIES & RESPONSIBILITIES
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4.1 FOOD AND BEVERAGE MANAGER I DY. MANAGER FOOD AND BEVERAGE
Authorities & Responsibilities
 To ensure 100% guest satisfaction.
 To exercise overall administrative control of F&B functions, to enhance guest satisfaction and achieve
organizational goals.
 To generate reports and responsible to HM on performance of the department.
 Responsible for maintaining the set standards.
 Authorized to periodically upgrade operations & product, to keep in pace with the latest development and
competition.
 To give guidance & coordinate the daily functions of the department and responsible for monitoring the day to day
operations of the F & B department.
 To sign purchase requisitions for the dept. for final approval from HM & responsible for ascertaining &
verifying the various purchase requirements.
 To regularize & confirm F & B employees or extend their training or probation & responsible for the
performance of the staff.
 To control all operational costs and waste.
 Authorized to deny the entry of unwanted guests.
4.2 ASSISTANT FOOD & BEVERAGE MANAGER I GUEST SERVICE SUPERVISOR

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 Authorized to take charge as the F & B Manager in his absence and responsible for the overall operational
control of various Food & Beverage outlets. and related activities.
 To determine the training & developmental needs of the staff & responsible for coordinating with the outlet
head & the training manager for implementing the required training programs.
 To implement the standard operating procedures and increase the overall productivity of the outlets.
 To cut costs of operations wherever required & responsible for controlling the cost of operation of the
department.
 To initiate coordination with all other support departments of the hotel & responsible for close liaison of
the department with other support departments.
 Responsible for all store requisitions for various outlets and to prevent unnecessary stocking of
operational items.
4.3 IN ROOM DINING ORDER TAKER

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 To receive telephone calls and be responsible for responding to guest queries.
 Authorized to take reservation & cancellations for the various outlets.
 Responsible for taking orders for food & beverage from the guest.
 Responsible to raise a KOT & Check for the food & beverage ordered by the guest. Responsible for distribution of
KOT's & collection of the signed checks.
 Responsible for maintaining cleanliness of the order takers cabin and updating the notice board.
 Responsible for the filing of papers.
4.4 HOSTESS
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 Responsible for giving the guest a warm welcome, seating & a find farewell.
 Authorized to change reserved tables and assign tables for guests as per need.
 Responsible for receiving telephone calls, attending to all queries and taking reservations or cancellations.
 Responsible for the cleanliness of the hostess desk and the notice board.
 Responsible for filing of records.
 To provide service assistance as required.
 Authorized to call up guests for reservation related activities.
4.5 Guest Service Associate (GSA)
 Responsible for accurate and efficient order taking and also service of the same.
 Responsible for laying the tables and getting the side station ready.
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 Responsible for the care and maintenance of equipment.
 Responsible for the duties and assignments assigned to him by the supervisors.
 Responsible for taking inventory of operating equipment and lines.
4.6 HOTEL TRAINEES
Authorities &. Responsibilities
 Responsible for picking up the orders from the kitchen and bussing.
 Responsible for assisting the GSA in service.
 Responsible for stacking the side stations and table layout.

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 Responsible for the duties assigned to him by the supervisors.
 Responsible for the maintenance of restaurant equipments
5.1 CITRUS CAFÉ

STANDARD OPERATING PROCEDURES
Sl. No. OPERATIONAL ACTIVITIS
1. Briefing of Shift
2. Taking & giving
3. Filling log book
Page 23 of 260
4. Checking operational equipment
5. Counting & exchanging soiled linen
6. Requesting & Issuing stores
7. Setting up the restaurant
8. Greeting and seating a guest
9. Pulling a chair for a guest
10. Presenting a menu to the guest
11. Taking order and service of waterq
12. Taking the beverage order
13. Service of beverage
Sl. No. OPERATIONAL ACTIVITIS
14. Taking the food order
15 Picking up a food order
16. Service of Food
17. Processing an order
18. Clearance of the table after main course
19. Taking dessert order and service
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20. Presenting the check & the RSTS
21. Generating reports
22. Conducting inventories
23. Generating monthly breakage reports.
1. BRIFING OF SHIFT
RESPONS STANDARD
SI.No TASK PROCEDURE
,
I
1.1 When should a Manager At the beginning of
briefing be carried each shift.
out?
1.2 To check for the following - Nails - Trimmed
Purpose of a Grooming and cleaned.
briefing? Uniform - Neat and
tidy. Well ironed &
tailored.
Shoes - Formal
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and polished.
Hair - Well
trimmed, clean and
Punctuality and attendance. set.
Staff to adhere to
timings laid down
To improve on operational drawbacks - by the Manager
Discuss previous days' problems if any.
To discuss on sale & budget, check general
awareness, product knowledge & activities in the
Hotel & assign daily duties.
2. TAKING & GIVING HANDOVER OF SHIFT
! SI.No TASK PROCEDURE RESP. STANDARD

2.1 How to take hand Take handover of ongoing orders & pending GSA/ At the beginning of
over? orders / station / operating equipment / Hostess each shift.
restaurant furniture & fixtures / linen for
exchange to be handed over & clean napkins to Refer to opening /
be folded / table layout / handover of closing checklist
2.2 reservations.
Shift wise specific
handover. Night to morning -
Morning shift to ensure that the breakfast buffet
has been laid by the night shift.
Morning to afternoon -
Lunch buffet needs to be removed & cleaned by
the morning shift.
Afternoon to night -
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2.3 Purpose of a hand Dinner buffet needs to be removed & cleaned by Area should be neat
over the afternoon shift. clean.
&
3. FILLING LOG BOOK
SI.No TASK PROCEDURE RESPONSIBILITY STANDARD

3.1 Maintaining a Logbooks to be filled in neatly, GSA To be maintained
logbook. accurately & .endorsed by the on a daily basis.
person making the entries.
To have different log books for
different purposes - Refer to format.
Daily sales log book -
To keep a record of the daily &
month to date sale, covers, average All outlets maintain
per cover, track of all NCK's & any their personal
particular happenings. logbooks for
internal
Departmental Logbook - communication
To keep a tab on all changes in the
department.
To pass on any particular
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3.2 instruction to the staff.

Purpose of a log
book To have communication between
shifts.
To have information about specific
incidents.
4. CHECKING OPERATIONAL EQUIPMENT

4.1 When to check? GSA At the beginning of
every shift.
Silver should not
4.2 Checking The following equipment have to be be tarnished.
operational
equipment. checked - Glasses should not
Cutlery, crockery & glassware - have smudges &
For Cleanliness and polish. should not be
Soup tureen should be clean & in chipped.
working condition.
Crockery should be
Buffet - Chaffing dishes to be clean
spotless.
and electrical connections to be in
working condition.
Toaster - should be clean & all the All inventories of
elements are working. operational
equipment are to
be done in the
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night after the

restaurant is
cleaned and set for
breakfast.
5. COUNTING & EXCHANGING SOILED LINEN
SI.No TASK PROCEDURE RESPON STANDARD

SI
5.1 Procedure for Before counting the linen remove all pieces of GSA Segregate each
counting the soiled leftover food from the linen hamper. Category of linen & tie
linen. Count the linen and make entries in the linen them up in bundles of
exchange book as per nos.of dirty linen that is 10 each to facilitate
being deposited. Counting.
Stack the linen in the linen hamper. Linen should be
Procedure for
5.2 exchanging soiled spotlessly clean, neatly
Make entries in the linen exchange book for the ironed & folded.
linen.
Number of linen that has been received.
I
5.3 Exchanging soiled At the linen room through the exchange
linen. counter. Morning – 0700 to
0730 hrs.
Evening – 1600 to
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1630 hrs.
6. REQUISITING AND ISSUING STORES
SI.No TASK PROCEDURE RESP. STANDARD

6.1 To make a To make requisitions tally present stock GSA Refer to approved par stock
requisition for with the par stock, keeping in mind any
stores. extra requirements due to special
functions & non-issuing days. Requisitions to be authorised
Requisition books to be filled up neatly by Outlet In charge & H.D.D.
& accurately without over writing and Ref. Store requisition formats.
then authorised. ,..
6.2
To get the stores Types of stores that can be picked-up
are:-
Food store
General store
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7. SETTING UP THE RESTAURANT
Sl. No. TASK PROCEDURE RESPONSI STANDARD

7.1 Setting up of the Condiment stands and cruet sets to be GSA Standard layout to be given
tables wiped and refilled before placing. with clean, spotless & un-
chipped, crockery,
glassware and polished
Chairs & tables to be aligned. Table cutlery.
cover to be laid out as per standard.
Chairs to be free of crumbs, well dusted Chairs & the tables should
and tables to be wiped properly. not be wobbling.
Setting up the Stack clean, spotless and unchipped Place clean trays & salvers
crockery, cutlery & glassware as per the after passing through the
7.2 side stations.
standard layout for the side station. dishwashing machine
Drinking water & ice to be filled just

before the operation.
Place waiter's duster & napkins in the

side
stations.
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Refill the toothpick stand, stapler,

swizzle
stick, RSTSs and straw stand. Check
folders to be cleaned.
7. SETTING UP THE RESTAURANT (Cont.)

Sl. No. TASK PROCEDURE RESPONSI STANDARD
7.3 Setting up the Clean the exteriors and the interiors of Hostess. Reservation log to
hostess desk. the desk. Hostess. be kept ready &
GSS updated, next to
GSS the phone.
Refill the stationary required for the
7.4 Print the Buffet operations e.g. stapler, rubber &
Tags Arrange F&B
pencil etc. menus on the
counter.
7.5 Check Final Check spellings before printing the Recheck to assure
buffet tags. quality & quantity.
7.6 Check the Each job performed to be checked by

Channel music the GSS.
Make adjustments with the music
knob.
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8. GREETING AND SEATING A GUEST
SI. No TASK PROCEDURE RESPONSIBILITY STANDARD

I
8.1 To greet a guest. Smile and wish the guest according Hostess Use standard phrases
to the time of the day. like -
'Hi 'Mr Singh' /
8.2 Check with the Address the person preferably by (Madam / Sir)'.
guest if he / she name (if known).
are holding any If guest is holding a reservation with 'Are you holding any
reservation? us, check the table no. allocated. reservation with us Sir
/ Madam?'
Reservation
8.3 To escort & seat a Seat the guest on the table diary.
guest at a table of allocated to his / her preference.
his / her choice. Find out from the guest whether 'Is the table fine for
he/she likes the table or not. If the you Sir/Madam?'
guest does not like the table, show 'I hope you are
another table that is vacant. comfortable
Assist parents to seat their child in Sir/Madam?'
the baby chair.
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9. PULLING A CHAIR FOR A GUEST

I
9.1 To pull a chair Pull the chair towards yourself so Hostess, GSA First assist the
for guests. that children to sit,
the guest can come in between the followed by the
table and the chair and then push ladies, and then
the the gents. The
chair slightly towards the guest to host is the last
enable the guest to sit comfortably. person to be
seated.
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10. PRESENTING A MENU TO THE GUEST
SI. No TASK PROCEDURE RESPONS. STANDARD

10.1 Present the Always present an open menu card. Hostess / GSA Use standard phrases like -
menu card to the Present the menu to the guest, holding / GSS 'Sir/madam the menu
guest. it from the top. card?'
Menu to be presented first
to the children, then to the
ladies, then to the gents
and lastly to the host.
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11. TAKING ORDER AND SERVICE OF WATER

11.1 To take order Ask the guest whether he/she would GSA / GSS Use standard phrases like -
from the guest. like to have mineral water or regular 'Sir / Madam, would you
water. like to have regular filtered
water or mineral water?
11.2 Pour the water. Hold a clean waiter cloth at the base of Pour the water from the
the pitcher with your left hand to right hand side with your
prevent water from dripping. right hand, without picking
up the glass.
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12. TAKING THE BEVERAGE ORDER

12.1 How to take the Present the beverage menu as per GSA Take the order on a
order? standard. Ref to Common Procedure in scribbling pad.
F&B Service
Do suggestive selling & recommend a Use standard
beverage. phraseology like
"would you like to
have a glass of
wine".
12.2 Feed the Repeat the order to the guest before GSA. The KOT
beverage order leaving the table. automatically gets
in the Approach the bar with appropriate printed in the
computer. glassware service bar.
Glasses to be
sparkling clean.
13. SERVICE OF BEVERAGE
SI.No TASK PROCEDU RESP. STANDARD

RE
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13.1 How to serve the Serve the drinks from the right hand GSA. Serve the children first then the
drinks? side of the guest by announcing the lady guest followed by lady host
name of the drink. and then the male guest & then
the male host.
Use standard phrases like -

'Sir/madam your 'Coke'
For service of beverage refer to

SOP on Common Procedures for
F&B Service .
14. TAKING THE FOOD ORDER
Page 38 of 260
14.1 Offering the Offer the guest a choice of buffet or 'a la GSSI GSA.
choice carte'. If a guest wants to have his food
from the buffet then direct him to the Use standard
buffet and take order for the Indian J phraseology like
breads if required. If a guest wants 0 "Would you like to
have an a la carte meal then follow the have prawn
next step lababdar".
14.2 Taking food Approach the table and take the order
order. for starters followed by soup and then
the main course, and then desserts and
tea / coffee in the end.
Recommend and up sell.
Repeat the order.
15. PICKING UP A FOOD ORDER

15.1 How to pick up the Pick up the food on an Oval anti skid GSA The food should be
Page 39 of 260
order? Tray/Beverage Round. picked up from the

I pick up counter as
soon as it is ready
Check the plate

presentation as per
menu specification
and refer to
photograph
Ensure that accompaniments have displayed in the
been picked up and the plate is kitchen.
clean.
I
Garnishes &
accompaniment to
15.2 Where to pick up? Pick up the orders from the kitchen. be picked up along
with the food.
Food orders to be
picked up from the
Continental or
Indian kitchen
counters
16. SERVICE OF FOOD

Page 40 of 260
16.1 Service of food. Start the service by serving the GSA. As per guest
appetizers / soup, followed by the convenience.
main course and then the desserts.
Place the required
accompaniments on
the table before
starting the service.
16.2 Announcing the Announce the name of the dish that Announce the name
dish. is being served and place the dish of the dish softly but
softly on the table. it should be audible.
Use standard
phrases like
"Sir/Madam, your
tomato soup."
"Enjoy your meal".
17. PROCESSING AN ORDER
Page 41 of 260
17.1 Feed the food order GSA who is working as a The KOT
in the computer. Station holder or GSS. automatically gets
printed in the
Kitchen. K.O.T.=>
Kitchen Order
SI.No TASK PROCEDURE RESPONSIBILITY Ticket
STANDARD
18. CLEARANCE OF THE TABLE AFTER MAIN COURSE
Page 42 of 260
18.1 When to start Once guest has finished his / her GSA. Check with the
the clearance? meal. guest politely if he /
she has finished the
meal.
18.2 How to do? Look for any indication. Checking clues on

Clear the dinner plates first, closing of plate.
followed by B&B plates, cutlery, & Clearance to be
condiment stand. done from right
hand side &
uniformity to be
maintained by going
in one direction.
Clear items at one
go.
18.3 Placing the Place a toothpick stand on a saucer Toothpicks have to

toothpick stand. as under liner with toothpick sachets be placed after the
in it. clearance is done
and before service
of desserts.
19. TAKING DESSERT ORDER AND SERVICE

19.1 When to take the Dessert order to be taken soon after GSA. Use standard
order for dessert? the clearance. Present the dessert phraseology like
Page 43 of 260
menu. "Would you like to

have a chocolate
brownie?"
19.2 Take the order for Recommend. I
dessert & tea /
coffee. For service of
dessert, tea &
coffee, refer to SOP
on Common
Desserts to be served in hot or cold Procedures for F&B
19.3 How to serve? dishes as the case may be. Service.
20. PRESENTING THE CHECK AND THE RSTS
Page 44 of 260
20.1 When to present Prepare the check before the guest GSA.
the check? finishes the dessert. Tally the check
with the order & present the check
when asked for by the guest.
20.2 How to present Check to be presented from the The RSTSs are
the check? right hand side of the guest in a sending to the HM
folder with a pen. office the same day
after the shift.
20.3 When to present Offer the RSTS in the check folder

the RSTS?
21. GENERATING REPORTS
Page 45 of 260
21.1 Generating reports Reports are generated at the end of GSS Sales analysis
for Management the day. report to be printed
Information. at 12 midnight.
Reports are generated through the
point of sales system.
These reports are generated for

keeping a track of the sales and
other management requirements
like forecasting & budgeting.
22. CONDUCTING INVENTORIES RESPONSIBILITY : GSS AND GSA
SI. No TASK PROCEDURE FREQUENCY STANDARD
Page 46 of 260
22.1 Conducting Outlet to stack chinaware, glassware Monthly Last day of every
Inventories and silverware attached with paper slip month.
indicating no. of items
Count chinaware, silverware and

glassware.
Note it down in the inventory format.
23. GENERATING MONTHLY BREAKAGE REPORT
Page 47 of 260
23.1 Making monthly Calculate breakage from monthly GSS Refer breakage
breakage report breakage report register. register.
Calculate the value by multiplying rate
and no. of items.
Take the prices from store stock report.

Count the daily discard items-- china
and glassware from discard register.
Calculate the value of discard items by

multiplying rate with no. of items.
Subtract charged breakage value from
discard and broken items.
5.2 SLOUNGE
STANDARD OPERATING PROCEDURE
SI. No. STARTUP ACTIVITIES
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1 Collecting keys from the security
2 Switching on the lights and opening of the bar
3 Checking cleanliness and maintenance
4 Setting up the bar display
5 Setting up tables, bar counter and the games
6 Giving bar inventory
7 Requesting & Issuing stores
8 Preparing bar garnishes and mixes
9 Staff briefing
10 Switching on the music and adjusting the lights

11 Opening the main entrance
SI. No. OPERATIONAL ACTIVITIES

12 Greeting and seating a guest
13 Presenting the menu to a guest
14 Taking food / beverage order
Page 49 of 260
15 Processing the order & opening a tab for roaming guest.
16 Placing coaster & napkin.
17 Service of beverage
18 Food pick up and setting up of cover
1
Settling the check and presenting the RSTS
9
20 Informing the guest about the last order
21 Fond Farewell
SI.No. CLOSING ACTIVITIES
22 Locking the guest entrance
23 Giving closing assignments to staff

I
Page 50 of 260
24 Cleaning the tables and closing the pool table
25 Stacking the side stations
26 Removing the bar display & Bottles from the speed rail
27 Cleaning up the bar and re-stacking chillers
28 Closing inventory
29 Filling of sales & departmental log books
30 Locking down procedures
31 Switching off the lights
32 Deposit the bar keys to security
33 Generating reports
34 Conducting Inventories
35 Generating Monthly Breakage Report
Page 51 of 260
1. COLLECTING BAR KEYS FROM THE SECURITY OFFICE
SL.NO TASK PROCEDURE RESPONSIBILITY STANDARD
1.1 Collect the keys Sign key register for receiving the Bar tender Keys should be
from security office keys. collected when you
arrive on shift
Mention the time at which keys are
received. Keys are issued
from the security
Mention the number of keys office only
received in the register.
Page 52 of 260
2. SWITCHING ON THE LIGHTS AND OPENING OF THE BAR
2.1 From where to From the electrical panel as Bar tender Switch on all the
Switch the defined. switches on the
Lights panel as marked
2.2 Opening the doors. Open the Bar back entrance and
then ensure no one comes in /
tampers the bar as everything
there is your responsibility
Page 53 of 260
3. CHECKING CLEANLINESS AND MAINTENANCE
SL.N TASK PROCEDURE RESPONSIBILITY STANDARD

O
Page 54 of 260
3.1 Cleaning areas Wooden floor Housekeeping Mopped and

Furniture polished.
To be cleaned with
dry cloth.
Clean from KOT
sides.
3.2 Checking for Bulbs Housekeeping Neat and clean

maintenance. Housekeeping None of them are
fused.
Equipment GSA/Engineering
Chillers, blender &
Music System GSA/Engineering mixer are working.
Telephone GSA/Engineering They are in

working condition.
Air conditioner. GSA/Engineering Clean and working.
Make sure that the

AC is switched on.
4. SETTING UP THE BAR DISPLAY
Page 55 of 260
4.1 Cleaning the Empty the bar display counter, wipe Bartender Glasses to be
glasses of the bar all the glassware sparkling clean. Use
display. hot water to clean the
display.
4.2 Cleaning the Clean the Bottles with a moist cloth. Bartender
Bottles. Put the Bottles back
carefully without
Take the Bottles one by one and put damaging them
4.3 Set the Bottles on them on the counter
the rails Domestic liquor
Place Bottles of the same spirit Bottles & fast moving
together. liquor Bottles on the
speed rail.
All the mixers marked and kept on
the speed rail
5. SETTING UP TABLES AND BAR COUNTER
Page 56 of 260
5.1 Cleaning the tables Use a wet and a dry cloth. GSA Tables and
and counters. counters to be
spotlessly cleaned
5.2 Set up of the The pool balls are arranged and GSA The pool table has
games during kept ready on the pool table. to be brushed
opening. every day/when
necessary
6. GIVING BAR INVENTORY
Page 57 of 260
6.1 Giving inventory. Take out all the liquor Bottles. Bartender/ Finance Everything to be
physically verified.
Give the exact physical count of

beer and exact measure of liquor in
6.2 Recording the the outlet
inventory.
After the controller has finished his Write down every

inventory take the sheet and note it item clearly.
down in the bartender inventory
control register.
7. BAR REQUISITING AND ISSUING STORES
SL.No TASK PROCEDURE RESPONSIBILITY STANDARD
Page 58 of 260
7.1 To make a To make requisitions, tally present GSA Refer to approved

requisition for stock with the par stock, keeping in par stock for the
stores. mind any extra requirements due to outlet
special functions & non-issuing days.
Requisition books to be filled up
neatly & accurately without over
writing and then authorised.
Requisitions to be
authorized by GSS.
7.2
To get the stores Type of stores that are picked-up :- Ref. Store
Food store requisition format.
General store
Beverage store
8. PREPARING BAR GARNISHES AND MIXES
SL.NO TASK PROCEDURE RESP. STANDARD
Page 59 of 260
8.1 Issue the Pick up fruits from the pre-prep. GSA Fruits should be fresh.
ingredients for
garnish.
8.2 Preparing the Use a sharp knife and cut the Make slices & wedges of V2 kg
garnishes. standard garnishes. lemon each. Wedges of half a
Put the garnishes in the garnish pineapple.
tray. Keep the work area clean.
Store the garnishes in the chillers. Prepare the garnishes as per
requirement.
8.3 Keeping the juices Pour the juices into the Bottles Check for the freshness of the left
ready for cocktails meant for them. over juices before pouring fresh
& mocktails. juice.
Keep them in the chillier. Juices are to be stored in the
chillers.
Refer to menu specifications.
8.4 Prepare fresh Squeeze fresh lemon juice & mix 3
lemon juice and parts of fresh lemon juice with 2 Lemon juice & sugar juice to be
sugar syrup. parts of water for consumption. made daily.
For sugar syrup, boil 1 part sugar
with 2 parts of water, put 1 lemon,
cut into half & boil for 8-10 min.
9. STAFF BRIEFING

9.1 Take attendance Attendance is marked in the GSS. Reporting time
of the staff. attendance register. 1500 hrs.
Page 60 of 260
The entire bar has

9.2 Allocate duties to Work to be distributed to all staff. to be ready by
the staff. 1600 hrs.
Manpower to be deputed as per the
nature of the job.
Also inform the staff about any special

happenings in the hotel and also check
their general awareness about the
hotel.
Regular check back to be done by the

GSS on all the assignments being
carried out.
10. SWITCHING ON THE MUSIC AND ADJUSTING THE LIGHTS

10.1 Switching on the Switch on the music from the GSA At 1000 Hrs.
music. console music system.
Page 61 of 260
Switch on the lights

10.2 Adjusting the Switch on the lights as per as per the number
lights. standard. marked on the
dimmer panel.
11. OPENING THE MAIN ENTRANCE

11.1 Opening the main Unlock Both the doors. GSA The glass doors
entrance. to be clean and
sparkling and not
creaking. Handle
should be firm.
Page 62 of 260
12. GREETING AND SEATING A GUEST
SI. NO TASK PROCEDURE RESPONSIBILITY STANDARD
Page 63 of 260
12.1 To greet a guest. Smile and wish the guest according Hostess Use standard
to the time of the day. phrases like -
'Good Evening
Address the person preferably by Mr Singh' /
name (if known). (Madam/Sir)'.
12.2 To escort & seat a Seat the guest on the table 'I hope you are
guest at a table of according to his / her preference. comfortable
his / her choice. Sir/Madam?'
13. PRESENTING THE MENU TO A GUEST
Page 64 of 260
13.1 Present the Present the menu cards to the guest GSA. Use standard
menu card to the holding it from the top and offer it. phrases like -
guest. 'Sir/madam would
you like to see the
menu?'
Menu to be
presented first to
the ladies and
finally to the
gentlemen.
14. TAKING FOOD/ BEVERAGE ORDER
Page 65 of 260
14.1 Taking food / Approach the table with a smile. GSA Start with the
beverage order. Inquire if the guest would like to ladies & end with
place an order. the host.
Write special instructions clearly.
Try to do suggestive selling.
15. PROCESSING THE ORDER & OPENING A TAB FOR ROAMING GUESTS
Page 66 of 260
15.1 Feed the beverage GSA/ Bartender The KOT

order in the The GSA / GSS who takes the automatically gets
computer. order, printed in the bar.
feeds it in the computer on a certain
tab. He also takes the Credit card
from the guest.
Use standard
phraseology like "Sir,
15.2 Opening a tab for a For a repeat order, add to the may I request you to
roaming guest individual guests tab. deposit your credit
card to open a tab for
you".
16. PLACING OF COASTER AND NAPKINS
SI.NO TASK PROCEDURE RESPONSIBILITY STANDARD

Page 67 of 260
16.1 Placing the coaster, Approach the table with a salver GSA Coaster and
napkin, and bar carrying coaster and napkins. napkins should be
gratis on the table. Place the coaster first in front of the spotlessly clean.
guest.
Put the napkin on the right hand

side of the guest.
17. SERVICE OF BEVERAGE

17.1 Serving Serve the drinks as per guest GSA. Always serve the
beverages. convenience announcing the name of lady guest first
the drink. followed by lady
Page 68 of 260
host and then the

gent guest &
finally the host.
Use standard.
phrases like -
'Sir/madam your
Coke '.
Refer to manual
for standard
beverage service
procedures.
18. FOOD PICK UP & SETTING UP OF COVER
Page 69 of 260
18.1 From where to pick Pick up food from the kitchen. GSA. Check whether
up the food? made according to
special
instructions, if any.
18.2 How to pick up the Pick up from the kitchen counter. GSA.
food? Cutlery (fork &
Take the food directly to the table. knife), B & Band
GSA napkin kept on the
table.
Place food according to the. guest
convenience. Check if guest
wants anything
else.
19. SETTING THE CHECK AND PRESENTING A RSTS

19.1 When to present Maintain eye contact with the GSA Ask the guest, how
the check? guest to know when he/ she would they like to
Page 70 of 260
want the check. settle the check? By

cash or by credit
card. If by credit card
19.2 Whom to present Give it to the host. ask for it so that you
the check? can process it along
with the check.
Put the check in a

check folder along
19.3 How to present? Take it from the cashier. The with the RSTS and a
check is to be correctly charged pen.
and if entitled, the discount
given accordingly.
20. INFORMING THE GUEST ABOUT THE LAST ORDER
Page 71 of 260
20.1 Informing all the GSS Last order is at

GSAs as well as the 234SHrs.
bartender to take
the last orders. GSA going to all the tables, to
inform, as well as take the last
order. GSA All orders to be
20.2 Informing the served by
guest about the midnight.
last order.
21. FUND FAREWELL TO THE GUEST
Page 72 of 260
21.1 To see off a guest. Accompany the guest to the exit door GSA / GSS. Use standard
and bid farewell and wish the guest phrases like -
as per the hour of the day. 'I hope you'
enjoyed the
evening'.
'Hope to see you
back again'.
'Goodnight
Madam/ Sir'.
22. LOCKING THE GUEST ENTRANCE
Page 73 of 260
23.1 Give closing Proper & prompt closing to be done GSA The entire bar has
assignments to the by specific accountability, through to be reset before
staff the assignments. the staff leaves
for the day
Manpower to be deputed as per the
nature of the job.
Regular check back to be done by

the GSS on all the assignments
being carried out.
23. GIVING CLOSING ASSIGNMENTS TO STAFF

Locking the guest
entrance. When all the guests have left, lock The main door
22.1 GSA
the door. should be locked.
Page 74 of 260
24. CLEANING THE TABLES AND CLOSING THE POOL TABLE
Page 75 of 260
24.1 Cleaning the Clear everything on the salver. GSA SaIvers to be

tables, chairs and spotlessly clean.
sofas.
Wipe all tables with one wet cloth
followed by a dry cloth. Tables chairs and
sofas to be
spotlessly clean.
Wipe all the chairs in the same
manner.
Dust off all the sofas.
24.2 Closing the pool Put all the pool balls inside the pool GSA
table. table.
25. STACKING THE SIDE STATIONS
Page 76 of 260
25.1 Stack the Stack trays and put them in the GSA. Before stacking
equipment in the cupboards. the equipment,
side stations. the side stations
have to be
Stack cutlery in the drawers. cleaned. All
equipment to be
cleaned &
Check all bill folders and menus for polished.
cleanliness.
26. REMOVING THE BAR DISPLAY AND BOTTLES FROM THE SPEED RAIL
Page 77 of 260
26.1 Removing the bar Remove the Bottles from the bar GSA If any Bottle is
display. display. sticky then wipe it
before putting it in.
26.2 Removing the Wash all the speed

Bottles from the Remove all the Bottles from the pourers with hot
speed rail. speed rail and then wipe them with water and also
a wet cloth followed by a dry cloth. clean the bottle
neck.
26.3 Where to keep all In the stores, inside the cupboard GSS/ GSA Stack them neatly.
the Bottles? under lock and key.
27. CLEANING UP THE BAR AND RESTACKING CHILLERS
Page 78 of 260
27.1 Cleaning the bar. Wipe the glassware. Bartender Use a clean waiters
Remove all the blender jars, shaker, speed rail cloth and hot water
mats, speed rail and wash them thoroughly & then for cleaning.
wipe them dry.
Wipe all the counters and the juice Bottles.
27.2 Switching off the Remove everything from the chillers. Pour warm Bartender Make sure to clean
chillers. water on it and then remove all the extra ice the drip containers.
formation from the chillier wall. The above activity
is carried out thrice weekly.
27.3 Cleaning the Wipe it dry

chillier. Remove the bar mats from the bar. Roll them and Bartender Make sure that the
Cleaning the bar take them to the heart of the house. bar floor is
area. Sweep the whole area. spotlessly clean.
Wash it with soap solution & scrub it thoroughly.
27.4 Mop it dry.
Restocking the Send the bar mats for washing.

27.5 chillier. Check the consumption of beer, soft drinks, juices, Bartender Do not overstock.
wines & mineral water. Refer to Par stock
Restock the above as per the par stock. list.
28. CLOSING INVENTORY
Page 79 of 260
28.1 Taking the closing First of all print the daily consumption report and Bartender Ensure all entries
inventory. enter the consumption in the beverage inventory are correct and
register. precise.
28.2
How to take the Count actual number of cigarettes, beers &
physical count? mineral water and spoilages to be documented. Bartender Spoilages to be
Tally the count with the figures in the inventory signed by the GSA.
register.
Inform
discrepancies to
the GSS & check
for the second
time. If the
discrepancy
persists, GSA
raises a check.
GSS First in first out

28.3 How to check for Check for expiry date on all consumables on a system to be
expired stock. monthly basis. followed.
29. FILLING OF SALES AND DEPARTMENTAL LOG BOOKS
Sl.No TASK PROCEDURE RESPONSIBILITY STANDARD
Page 80 of 260
29.1 Maintaining a Logbooks to be filled in neatly, GSS. To be maintained

logbook. accurately & endorsed by the person on a daily basis.
making the entries.

different purposes -
Daily sales log book - Refer to format.

To keep a record of the daily & month
to date sale, covers, average per
cover, track of all NCK's & any
particular happenings.
Departmental Logbook -
department.
29.2 Purpose of a log To pass on any particular instruction

book to the staff. All outlets
maintain their
To have communication between personal logbooks
shifts. for internal
communication
incidents.
30. LOCKING DOWN PROCEDURES
SI.No TASK PROCEDURE RESPONS STANDARD

Page 81 of 260
30.1 Locking the area Lock all the chillers. GSA/ Chillier to be locked
The cupboards having the liquor. Bartender Cupboards to be
locked.
GSA/ Main door of the

The main door of the stores Bartender stores to be locked.
31. SWITCHING OFF THE LIGHTS
Page 82 of 260
31.1 Switching off all From the panel at the heart of the GSA
the lights. house next to the pantry.
31.2 Which lights to be All the switches marked for the bar. GSA
switched off?
32. DEPOSIT THE BAR KEYS TO SECURITY
Page 83 of 260
32.1 Depositing the To be done after locking the bar.' GSS The key should be
keys deposited with the
to th e secu rity security control
control room? room.
I
32.2 How to deposit the Count the number of the keys. GSS/ Security assistant.
keys to the
securities control
room? Hand it over to the security
personnel.
Enter it in the register and sign at

the right place.
Page 84 of 260
33.1 Generating reports Reports are generated at the end of GSA/GSS Cashier settlement
for Management shifts & at the end of the day. report to be printed
Information. at the end of each
shift when the
Reports are generated through the Bartender signs off
point of sales system. for the day.
Sales analysis
These reports are generated for report to be printed
keeping a track of the sales and at midnight.
34. CONDUCTING INVENTORIES RESPONSIBILITY: - GSA AND GSS
SI.No TASK PROCEDURE FREQUENCY STANDARD
Page 85 of 260
34.1 Conducting Outlet to stack chinaware, glassware Monthly Last day of the

glassware.
35. GENERATING MONTHLY BERAKAGE REPORT

35.1 Making monthly Calculate breakage from daily breakage GSS Refer breakage
Page 86 of 260
breakage report report register. register.

and no. of items.


5.3 SPECIALITY RESTAURANT

SI.No START UP ACTIVITIES
Page 87 of 260
1 Collecting reservation register from In Room Dining
2 Checking maintenance and cleanliness
3 Exchanging linen
4 Set up of a restaurant
5 Set up of back area
6 Requisiting and issuing stores
SI.No OPERATIONAL ACTIVITIES
7 Taking reservations
8 Staff Briefing
9 Greet and seat a guest
Page 88 of 260
10 Service of water
11 Taking drinks order
12 Food menu presentation
13 Service of drinks
14 Food order taking
15 Processing a new food order
16 Food pick-up from the kitchen

17 Service of Food
18 Table clearance
SI.No CLOSING ACTIVITIES

19 Taking a dessert order
20 Desert order clearance
21 Service of tea and coffee
Page 89 of 260
22 Presenting the RSTS and the check
23 Fond Farewell
24 Closing the restaurant
25 Counting the soiled linen
26 Maintaining the log book
28 Conducting inventories
29 Generating monthly breakage reports
1. COLLECTING RESERVATION REGISTER FROM IN ROOM DINING
Page 90 of 260
1.1 Collect the Collect reservation register book Hostess Collect

reservation back from In Room Dining. reservation
register from register at 1100
I.R.D Calculate the number of hours. Give it
reservations per slot. back to In Room
Dining at the end
Prepare for any special request in of lunch at 1500
advance hours.
Collect the
Check for any special billing register back at
instruction or expected VIPs and act 1800 hours.
accordingly.
2. CHECKING MAINTENANE AND CLEANLINESS
Sl. TASK PROCEDURE RESPONSIBILITY STANDARD

No
Page 91 of 260
2.1 Checking Check for cleanliness of carpets, Manager/ GSS/ Before 1000 hrs.
cleanliness. windows, artefacts, dusting of furniture Housekeeping in charge
and bulbs. (GSA).
2.2 Checking Switch on all the lights, air Manager/ GSS/ Before 1000 hrs.
maintenance conditioning, hot ranges and boilers, Maintenance in charge
chillers and freezers and ensure that all (GSA).
are in working condition. Also check for
dimmer panels, music, paint touch up,
carpentry work, oiling of doors, and
alignment of paintings.
3. EXCHANGING LINEN
Page 92 of 260
3.1 Exchanging Make entries in the linen exchange GSA Linen is

soiled linen book for the amount of linen that is exchanged at
soiled. 1130 hours and
1530 hours.
Exchange the soiled linen for fresh

linen, at the linen room through the Linen should be
exchange counter. spotlessly clean,
neatly ironed &
folded.
4. SET UP OF A RESTAURANT
Page 93 of 260
4.1 Setting up of the Sauce and cruets to be filled and wiped GSA Linen is
table before placing. exchanged at
Chairs, tables and glasses to be aligned. 1130 hours and
Chairs to be free of crumbs, well dusted, 1530 hours.
and tables to be cleaned.
Lay the napkin after checking that it is
clean, not torn, starched, and Linen should be
unstained. spotlessly clean,
Standard layout comprises of bread & neatly ironed &
butter plate, water goblets, napkin, folded.
chopstick with cover, chopstick stand
(For RON only) and cruet set
4.2 Setting up of Side Stack clean, spotless and unchipped GSA, Station holder Place clean trays
crockery, cutlery and glassware for
Stations and salvers
operations in the side station.
Drinking water to be filled and kept on

the side station along with linen and
cutlery in the slots. Place napkin,
water’s cloth. Glassware to be stacked
in the side station.
4.3 Setting up the Clean the telephone, wipe the menus Hostess Before 1100 hours
hostess desk and bill folders, reservation diary to be
kept on top of the hostess desk along
with sharpened pencils. Arrange files,
Documents and the menus. Check for in
house directory and deactivate call from
in room Dining.
Page 94 of 260
5. SET UP OF BACK AREA

5.1 Set up of back All the cutlery and crockery is placed in GSA. Back area is clean
area. the kitchen as well as in the back area. and all
equipments are in
Floor is mopped and the trays and salvers working condition.
are clean, unchipped and are covered
with a tray mat.
Page 95 of 260
Page 96 of 260
6.1 To make a To make requisitions tally present GSA Refer to approved

stores. mind any extra requirements due to outlet.
special functions & non-issuing days.
Requisition books to be filled up neatly
& accurately without over writing and
then authorized.
Requisitions to be
authorized by
6.2 To get the stores Types of stores that can be picked-up Outlet In charge
are:- and Head of
Food store Department.
General store
7. TAKING RESERVATIONS
Page 97 of 260
7.1 Pick up the Pick up the phone gently, listen Hostess / IRD Order Use standard
Phone carefully & spak audibly & politely taker Pharase like – ‘Hi
this is ‘Amit’ from
<Name of the
restaurant> how
may I help you Sir/
Madam>
Date & time of reservation Inform politely

Check the details Number of Guests about the policy to
7.2 Name of the Guest hold the table for
Contact Phone Number 15 min only from
Any special Occasion …? the time for which
the reservation is
made.
7.3 How to finish the Before finishing the conversation make Use standard
conversation sure to repeat all information to avoid phrase like-
any confusion. ‘Thank you for
calling sir/ Madam
looking forward to
see you’.
8. STAFF BRIEFING

8.1 When a briefing GSS At the beginning of each shift.
should be carried
Page 98 of 260
out?
8.2 Purpose of a To check for the following - Nails - Trimmed and cleaned.
briefing ./ Grooming Uniform - Neat and tidy. Well
./ Punctuality and attendance. ironed & tailored .
./ To improve on operational Shoes - Formal and polished .
drawbacks - Hair - Well trimmed clean and
./ Discuss previous days' properly set.
problems if any.
./ Today's reservations.
./ To discuss on sale & budget, Staff to adhere to timings .
check general awareness,
product knowledge & activities
in the Hotel & all VIPs in-
house.
9. GREET AND SEAT A GUEST
Page 99 of 260
9.1 To greet a guest. Smile and wish the guest according Hostess Use standard
to the time of the day. phrases like -
Address the person preferably by 'Good Evening

name (if known). 'Mr Singh' /
(Madam/ Sir)'.
9.2 Check with the If guest is holding a reservation with 'Are you holding
guest if he / she is us check the table no. allocated. any reservation
holding any with us Sir /
reservation? Madam?'
Ask the host for any preferences for a
table in the smoking or non-smoking 'Is the table fine
zone. for you
Sir/Madam?'
9.3 To escort & seat a Seat the guest on the table allocated 'I hope you are
guest at a table of to his / her preference. comfortable
his / her choice. Find out from the guest whether Sir/Madam?'
he/she likes the table or not. If the
guest does not like the table show
another table that is vacant.
Assist parents to seat their child in
the baby chair.
10. SERVICE OF WATER
Page 100 of 260

101 To take order Ask the guest whether he/she Station Holder Use standard phrases like -
from the guest. would like to have mineral water or (GSA). 'Sir / Madam would you like
regular water. to have regular water or a
choice of mineral water?
Pour the water from the

Hold a clean waiter cloth at the right hand side with your
10.2 Pour the water. base of the pitcher with your left right hand without picking
hand to prevent water from up the glass.
dripping.
11. TAKING DRINKS ORDER
Sl.No TASK PROCEDURE RESP. STANDARD
Page 101 of 260

11.1 Take the order. Present the beverage menu to the guest. GSA Write down the order on a slip
pad and punch it on to the
computer system.
Do suggestive selling. GSA
Recommend a beverage keeping in mind
the type of food offered.
Repeat the order to the guest before

leaving the table.
11.2 Place the order Pick up the drink from the service bar. GSA. Glasses to be sparkling clean.
with the service
bar.
12. FOOD MENU PRESENTATION
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12.1 Present a food To be presented after the beverage GSSj GSA. Menus should not be
menu. order is taken from the right hand side. torn and should be
clean.
Ladies to be given first

and the host last.
To be given before
beverage is served.
13. SERVICE OF DRINKS
SI.NO TASK PROCEDURE RESP. STANQARD

O
Page 103 of 260

13.1 Serve the drinks. Serve the drinks from the right hand GSA. Serve the children first then the
, side of the guest by announcing the lady guest followed by lady host
name of the drink. and then the male guest & then
the male host.
Use standard phrases like -
I
'Sir/madam your 'Coke'
14. FOOD ORDER TAKING
SI. No TASK PROCEDURE RESP. STANDARD
Page 104 of 260

14.1 Taking food Approach the table and take the order of GSS/ GSA Menu 'Should be balanced and
order. starters followed by soup and then the there should be good harmony
main course, and then desserts and teal between the items.
coffee in the end.
The bowl should be three-
fourth; filled and clean.
Try and up sell the expensive items or GSA
more courses to the guest.
Repeat the order.
15. PROCESSING A NEW FOOD ORDER
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15.1 Processing a After taking the order on a KOT pad, GSS/ GSA. Quantity and item name
new food order punch the order in the computer terminal. and cover number
p 'inched into the
computer is correct.
Any special instruction by

the guest should be fed
into the computer if
possible or the Chef
Informed accordingly.
16. FOOD PICK UP FROM THE KITCHEN

Page 106 of 260
16.1 Food pick up. All the food items should be picked up on GSA The tray should be clean.
an oval anti skid tray after ensuring that
the order is correct. While picking up the
order ensure that the order cross checked
with kitchen KOT Cutlery should be clean and
placed according to the
number of dishes.
Crockery is clean and not

chipped.
17. SERVICE OF FOOD
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17.1 Service of Food Serve the food from the left hand side of GSA Serve the children first then the
the guest by announcing the name of the lady guest followed by the lady
item. host and then the male guest
and then the male host.
Starters are served first followed by soup
which is served pre plated and from right
hand side of the guest, once the starter
plates have been cleared.
After the soup, main course is served

from the right hand side.
18. TABLE CLEARANCE
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18.1 Start the At the end of the meal GSA Check with the guest politely if
clearance she / he has finished the meal.
It is customary to place the

Look for any Indication. cutlery parallel to each other
after one has finished eating.
18.2 Clear the table Clear the dinner plate first followed by, GSA Clearance to be done from left
cutlery, cruet set and condiment stand. hand side & uniformity to be
maintained by going in one
direction.
19. PROCESSING A NEW FOOD ORDER
Page 109 of 260

19.1 Take the dessert Table should be cleaned before taking a GSA Correct order goes to the right
order dessert order. guest with
accompaniments
Present the menu and recommend

Ladies are asked first. Fork and spoon
are placed on the left and right hand side
respectively.
Pre-plated food to be served from right

and silver service from the left.
20. DESERT ORDER CLEARANCE
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20.1 Clearance of At the end of the desert GSA Clearance to be done from left
desert hand side and uniformity to be
maintained by going in one
direction.
21. SERVICE OF TEA AND COFFEE
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21.1 Service of tea Cup and saucer is placed on the right GSA. All pots, cups,
and coffee. hand side with a tea spoon on the saucer saucers, sugar
the handle on the right hand side at 40 creamers are
clock position. clean.
Place sugar pot on the table. Service is done

from the right
Hold pot and serve from the right hand hand side.
side.
Check for milk and pour from right side.
Use strainer in case of tea.
Leave the pot on the table.
22. PRESENTING THE RSTS & CHECK
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22.1 Present the RSTS. Offer the RSTS after the desserts. GSA. Speak to the guest
to supplement your
information that is
on the RSTS.
22.2 Prepare the Check with the guest before hand if

check. she/ he is carrying any discount Within three
card and prepare the check before minutes of receipt
the guest finishes the dessert. Tally of cash or credit
the check with the order and card, charge slips
present the check when asked for along with the
by the guest. guest copy to be
returned to the
guest.
22.3 Present the check. Check to be presented from the
right hand side of the guest in a
folder with a pen ..
23. FOND FAREWELL
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23.1 Fond Farewell. Pull the chair and replace it after the Hostess Children, ladies,
guest comes out and thank the guest. elderly people and
the host chair in
the end to be
pulled out.
By Saying:
"Thank you Mr.
Singh, we hope to
see you again"
24. CLOSING THE RESTARUANT
Page 114 of 260

24.1 Locking the After ensuring that all the guests have left Hostess. After last guest
restaurant. lock the restaurant from the front and leaves.
switch off the music. This is done to
ensure that the guest does not enter in a
closed restaurant and cleaning and set up
can be done.
24.2 Table Clear all tables GSA

clearance Empty all the water jugs and wipe them. Everything inside
the restaurant
should be clean
for next day's
service.
All clean and wiped cutlery and crockery GSA
24.3 Side station is restacked in the station.
clearance.
24. CLOSING THE RESTAURANT (CONTINUED)
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24.4 Locking All the papers from the hostess desk are Hostess To be done before
hostess desk. cleared and the call forwarded. The the locking of the
reservation diary is given to the In Room service door.
Dining and the cupboard and the drawers
are locked.
To be given daily
24.5 Breakages Record all breakages GSS in the night.
25. CONTING THE SOILED LINEN
SI.No TASK PROCEDURE RESPONSI·BILITY STANDARD
Page 116 of 260

25.1 To count the Before counting the linen remove all GSA Segregate each
soiled linen. pieces of leftover food from the linen category of linen
hamper. & tie them up in
bundles of 10
each to facilitate
Count the linen and make entries in counting.
the linen exchange book.
26. MAINTAINING THE LOG BOOK
Page 117 of 260

26.1 To fill a logbook. Daily Sales log book - GSS Logbooks to filled in
Fill daily & month to date sale, neatly, accurately &
covers, average per cover, track of endorsed by the
all Entertainments special events person making the
and incidents (to be sent to the entries.
Food and Beverage Manager's office
every morning).
Departmental logbook -
department.
To be maintained on
a daily basis.
To pass on any particular instruction
to the staff (to be retained at the
outlet at all given times).

27.1 Generating reports Reports are generated at the end of GSA/GSS Cashier settlement
for Management shifts & at the end of the day. report to be printed
Page 118 of 260

shift when the
Reports are generated through the Bartender signs off
point of sales system. for the day.
These reports are generated for Sales analysis

keeping a track of the sales and report to be printed
other management requirements at midnight.
28. CONDUCTING INVENTORIES

RESPONSIBILITY : GSA AND GSS
Page 119 of 260

28.1 Conducting Outlets to stack chinaware, glassware Monthly Last day of the

glassware.
29. GENERATING MOTHLY BREAKAGE REPORT
Page 120 of 260

29.1 Making monthly Calculate breakage from daily breakage GSS Refer breakage·
and no. of items.



SPECIALITY RESTAURANT
OPENING CHECKLIST
Page 121 of 260

SI.No. JOBS YES/NO

1. Keys to be collected from the security
2. Collect the reservation diary from the In Room Dining
3. Check reservation diary for any reservations and get the linen exchanged
4. Read the log book for any reservations
5. Lights to be switched on and fused bulbs to be checked
6. Check for wobbling chairs, tables and upholstery in case of chairs and sofas.
7. Arrange the furniture properly
8. Ensure that dusting of furniture is carried out by housekeeping
9. Get the air conditioner switched on by 1100 hrs
10. Check the salt & pepper shaker
11. Clean and reset the stations
12. Ensure that food & beverage menu's are cleaned with a dry cloth
13. Tooth picks, check folders, menus, RSTSs and order pads.
14. Ensure that food & beverage menu's are cleaned with a dry cloth
15. Check the station shelves for required crockery and glassware
16. Fold napkins and keep them in the station
17. Ensure that hostess desk is cleaned & kept equipped with required stationery
18. Keep reservation diary with a pencil and message pads on the top
19. Fill up the water jugs on the station
Page 122 of 260

20. Check for non availability of food and beverage items and put the list on board
21. Allocation of duties to be done, also the previous day's sale to be put on board
22. Set up the back area
All trays and salvers should have fresh tray mats
Arrange the cutlery and soup spoons properly in the boxes
Check that linen is stacked properly in the linen cupboard
23. Switch on channel music by 1110 hrs

24. Open the doors of the restaurant sharp at 1145 hrs
CLOSING CHECK LIST
SI. No. JOBS YES/NO

1. Lock the main door
Page 123 of 260

2. Switch off air conditioning & music as & when the last guest leaves
3. Sale log book to be filled up
4. Remove the sauces from the tables
5. Soiled serve items to be removed from the restaurant
6. Side stations to be cleaned/KOT's to be removed
7. Remove any dirty linen from the restaurant
8. Ensure that mise-en-place is properly polished, stacked & nothing is left uncovered
9. Empty the water jugs and the wine buckets
10. Count the dirty linen & put a note on the board
11. Write down any follow ups for the opening in log book
12. Make the store requisitions if required
13. Give sales log book and reservation diary to IRD
14. Switch off the lights
15. Lock the service doors & deposit the keys with security
Checked by : OUTLET MANAGER
RESERVATION REGISTER FORMAT
Date:-
Sr. No. Guest Name Tel. No. Time Pax Tel. No. Remarks
Page 124 of 260

5.4 COMMON
SI.No. OPERATIONAL ACTIVITIES Page No.
Page 125 of 260

1 Taking a reservation
Greeting a guest
2.1 Handling a guest with reservation
2
Handling a guest without reservation
Making a guest wait
3 Seating a guest
Sequence of service
4.1 Offering choice of water
4.1.1 Service of water
Beverage service
4
Taking the beverage order
Service of soft drinks
Service of Beer
Service of Spirits
Service of Wine
SI.No OPERATIONAL ACTIVITIES Page No.
Page 126 of 260

Food service
Taking the food order
Service of soups & starters
Service of main course
Service of desserts
Silver service
Pre-plated service
Buffet Service
Follow through
Taking repeat orders
Asking for guest satisfaction
Checking for other requirements
Clearance
Knowing the time for clearance
Clearing the table
SI. No OPERATIONAL ACTIVITIES Page No.
. 5. Check settlement procedures

Informing the cashier to prepare the check
Page 127 of 260

Presenting a check
Settling a check
6. Fond Farewell
7. How to make tea & coffee
Closing the restaurant
Lock the restaurant
Table clearance
8.
Side station clearance
Locking hostess desk
Breakage
9. Counting soiled linen
10. Maintaining the log books
11. Locking the service doors
12. Key deposit
14. Conducting inventories
15. Generating monthly breakage report
1. TAKING A RESERVATION
Page 128 of 260

1.1 How to take Reservation on phone - Take the Hostess / In room Use standard phraseology like
a following details dining order taker/ "Hi this is <Your name> at
reservation? Name of guest GSS / Manager <Outlet name> how may I
No. of pax help you."
Date
Time
Telephone no.
Special occasion?
Repeat the details of the
Where to Take down all the information in the information received from the
record the reservation diary. guest to avoid confusion &
information? errors.
Write neatly to avoid errors.

Blocking the Block tables as per the reservation Inform the guest the table will
tables. diary. be held, 15 minutes from the
time of reservation.
--
2. GREETING A GUEST
Page 129 of 260

2 How to greet Whenever guest approaches the Hostess / GSA / Use standard phraseology like
a guest? entrance or the hostess desk smile & GSS / Manager "Hi Sir (on name) how are
wish the guest politely. you? / table for how many
guests?" Preferably address
Find out whether the guest needs a table the guest by his name if
or requires some thing else. known.
Use standard phraseology like

"May I have your name, or,
2.1 Handling a If a guest has a reservation ask him under what name the
guest with under what name the reservation has reservation has been made."
reservation. been made.
Acknowledge the reservation and act
accordingly. Guest with a reservation gets a
preference for a table.
If the table is ready, escort the guest to
his table.
If the table is not ready arrange for a
table as soon as a table is available.
Take the information down on

2.2 Handling a If a guest doesn't have reservations take the reservation diary Ref to
guest all the details that are required for a format.
without reservation.
reservation. If a table is available, allot it to the guest
and escort him to the table or else make
the guest wait.
2. GREETING A GUEST (CONT.)
Page 130 of 260

2.3 Making a If a table is not available for a guest Use standard phraseology like
guest wait without reservation then announce " Sir, I am sorry we do not
the approximate waiting time to the have a table right now, it will
guest before registering him. take around half an hour (or
To assign a table for a guest who has whatever time will be needed)
to wait, allot a table of the required to get a table."
size that is going to be vacated. Create a booking for the guest
Assess the approx. time and decide on in the Reservation diary.
the waiting time.
3. SEATING A GUEST
SI.N TASK PROCEDURE RESPONSIBILIT STANDARD

3.1 How to Escort the guest to the table assigned to Hostess / GSA / If there are vacant tables of
seat a him. GSS. the same size, then ask the
guest? guest "Sir is this table to your
Page 131 of 260

liking or would you prefer

another one?"
Pull the chair towards your self to have
more space between the chair and table Seat the guest in the following
for the guest to come in between the order
chair & table. Then push the chair slowly Old lady / gentlemen
towards the guest as the guest sits Young ladies & gentlemen
down. Then the host.
Offer baby chair if required. Help the parents to seat their

babies on the baby chairs.
4. SEQUENCE OF SERVICE
SI.N TASK PROCEDURE RESPONSIBILITY STANDARD
Page 132 of 260

4.1 Offering Offer the guest a choice of water. GSA Use standard phraseology like
water. "would you prefer to have
regular water or mineral
water."
If the guest orders for mineral
water, feed the order in the Water served to the guest
computer and bring a bottle of should be chilled, until & unless
mineral water. Break the seal in the guest specifies room
front of the guest and serve the temperature water.
water. For regular water serve it
from the jugs or pitchers. Pour water from the right hand
While serving water from a pitcher, side without picking up the
hold a clean waiter's cloth at the glass. Fill the glass up to the
base of the pitcher with your left logo.
hand to prevent water from
dripping.
Page 133 of 260

4.2. Taking Present an open beverage menu GSA Use standard phraseology like
1 Beverage (the first page of the menu) from "Sir / Madam what would you
order. the right hand side of the guest. like to drink."
Do suggestive selling to increase

revenue. Suggestion of beverage should
be given to guest keeping in
mind the kind of food being
After taking the order, feed the served. Do not offer liquor to
order in the computer. The KOT gets minor guests.
printed in the service bar
automatically. For assigning cover number to
the individual guest, start with
While taking beverage orders write the chair closest to the service
the cover number along with the entrance as cover no. "ONE" &
corresponding order of the particular continue the count going in the
guest for service of the correct order clock wise direction.
to individual guests.
Service of
4.2. soft drinks. Soft drinks include Ref to Menu Specification for
Aerated drinks, Juices, Mocktails & GSA standard glassware &
Milk shakes etc garnishes
SI.NO TASK PROCEDURE RESPONSIBILIT STANDARD

Soft drinks are brought from the service Soft drinks are served
bar in appropriate glassware on a salver. (prepared with a garnish) from
Page 134 of 260

the right hand side of the

guest.
Announce the drink. Use
standard phraseology like "Sir,
COKE for you."
Get the beer Bottles / can and the Place the glass on the top right
4.2. Service of glassware, in front of the guest. Open hand side of the cover.
3 Beer the Bottles / can and pour the beer. Hold the beer goblet in the left
hand and tilt it. Pour the beer

slowly on to the sidewall of the
goblet.
Page 135 of 260

Take care not to agitate the

If beer is left in the bottle / can place beer while pouring, so as to
it back on the table. prevent the formation of too
much froth, and thus spilling
the beer from the glass.
Make sure that the label faces

the guest at all times while
pouring & when it is left on the
table.
4.2. Service of Spirits include - Gin, Whisky, Rum, Refer to Menu Specifications
4 spirits Vodka and other distilled beverages. for standard glassware, garnish
GSA & mixers.
These are procured from the service Spirits are served prepared in
bar in a glass with a garnish wherever measures of 30ml or 60ml with
applicable, on a salver. mixers & ice. A beverage
salver for serving spirits will
have the glass of spirit, ice
bucket, decanter of mixer etc,
cocktail napkin (certain
outlets) & swizzle stick
wherever applicable.
Page 136 of 260

Approach the guest with the salver GSA Use standard phraseology
from the right hand side. Announce like
the drink "Sir, your scotch & soda"
Offer to put ice cubes as per guest All drinks with mixers or only
requirements (on the salver itself) and ice should have a swizzle
pour the mixer. Place the drink in stick.
front of the guest.
Use coasters & cocktail
if the guest wants to add more mixer, napkins
leave it on the table wherever applicable.
4.2. Service of Temperature of wine -
5 wine. Get the appropriate bottle of wine at Red - 18 - 20 0 C
the right temperature. Rose / White - 8 0 10 0 C
Champagne - 6 - 8 0 C
Present the Bottle of wine to the guest
wrapped in a napkin or waiter's cloth The label should be visible to
the guest. Use standard
Request the guest to approve the phraseology like "Sir, a Bottle
Bottle & check the temperature. If the of Dam Perignon for you".
temperature is not appropriate then
either cool down the Bottle or let it
absorb some temperature but it has
to be done very slowly.
Page 137 of 260

4.2. Service of When the guest has approved the Be very careful so as not to
5 wine wine, take it to the side station & drop the Bottle. While pulling
(cont.). wipe the Bottle. Tear off the foil from out the cork is sure not to
the top of the Bottle. break the cork in between.
Use a wine opener to uncork the Ensure that the cork grains do
Bottle & wipe the mouth of the Bottle not remain at the mouth of the
with a clean waiter's cloth and Bottle.
present the cork to the guest for
nosing. Before serving wine to all the
guests let the host taste &
For serving wine, first pour a little approve the wine.
wine in the glass of the host. Fill the glass to two third of the
While serving wine do not pick up the max. limit.
glass from the table.
When a glass is full, slowly turn the One needs to be very careful
Bottle in the clockwise direction and while serving wine because the
lift the mouth of the Bottle to avoid wine glass can topple very
any dripping. easily.
For white wine, Rose & champagne

use a wine bucket with stand & place Fill the wine chillier with 1/3
it on the side of the table with a clean ice & 1/3 water.
waiter's cloth neatly folded and
placed across that bucket.
Page 138 of 260

4.2. Service of For red wine place the Bottle directly All labels to face the guest.
S wine on the table.
(cont.), Take care not to agitate the
For opening a champagne peel off Bottle, which can lead to sudden
the foil, remove the wire (agrafe), release of cork with a bang and
hold the cork and twist the Bottle spilling of champagne.
slowly and Dull out the cork
4.3 FOOD SERVICE

4.3 Taking the Present an open food menu to the GSA / GSS Keep the page for starters &
1 food order. guest from the right hand side. appetizers open while presenting
Page 139 of 260
the menu.
Give the guest some time to decide
and then suggest the guest a good Go back to the table for
combination of food. suggesting the menu within two
minutes. Try to help the guest to
have a very balanced meal &
4.3. Service of Take down the order 'on a KOT pad also increasing the sales in the
2 soups and very clearly. process.
starters.
After confirming the order, feed the Repeat the order to the guest to
order in the computer. The KOT gets avoid any confusion.
printed in the kitchen automatically.
There should not be any delay in
If the entire required cutlery is not placing the order.
laid on the table then lay the required
cutlery on the table before serving. Refer to menu spec. sheet for
Also place the accompaniments and accompaniments & standard
condiments on the table before cutlery crockery.
serving.
Serve the soup or starter to the Soups and starters are served
guest from the right hand side. pre-plated.
Page 140 of 260

4.3. Service of Announce the dish. Use standard phraseology like

2 soups and "Sir, tomato soup for you".
starters
(cont.) Always check for satisfaction
within two minutes. Use
standard phraseology like "Sir, I
hope you liked the soup?", "can
Service of Serve the main course after clearing the I get you something else".
main previous course.
4.3. course. Place accompaniments on the table Refer to menu spec. sheet' for
3 before the food is served. accompaniments & standard
cutlery crockery.
Dish to be announced as in the case of
starters. Check for guest satisfaction as
in
the case of starters.
4.3. Service Serve the dessert after clearing the Desert cutlery - a dessert spoon
4 of main course. & fork is placed on the table.
desserts. Make sure that the desert cutlery is
placed on the table before it is served.
Dish to be announced as in the case of

starters & main course.
SI.No TASK PROCEDURE RESPONSIBILI STANDARD
Page 141 of 260

4.3.5 Silver It is the service of food from a serving GSA It is done from the left-hand
service. dish to the guest's plate with the help of side.
service gear. Service gear can be a pair of
service fork & spoon or a
Hold the service dish on the palm of the specialized service gear like a
left hand. tong.
Hold the service gear in the right hand.
Using the middle finger & forefinger, Place a folded waiter's cloth in
control them with the thumb. between the palm & the dish (as
the dish would be hot).
Hold the dish over the edge of the plate
& then serve (to avoid any dripping to The service spoon is held below
fall on the guest or on the cover). the fork.
GSA
It is done from the right hand
4.3.6 Pre-plated Service of food that is already pre- side of the guest.
service. portioned on individual plates from the While carrying more than two
kitchen. The plates are carried to the plates in the hand, take care
table in the hand balanced with the help that the presentation of the food
of the fingers. is not spoiled.
Page 142 of 260

4.3.6 Pre- While placing the plate on the table Do not carry too many plates in
plated ensure to place the plate in the correct the hand at one go (max three
service position. plates at one time).
(cont.) To hold a plate for service, place the Never allow any finger to come
four fingers underneath the plate & over the plate. The food should
balance with the side of the thumb. not be touching the thumb.
While placing the plate on the table,
take care not to disturb the rest of the
cover.
4.3.7 Buffet Here the guest helps himself to the Guest does it with the help of
service cold or hot food displayed in the buffet ladles, service spoon,
chaffing dishes / platters / bowls. service fork or specialized
service gear like a tong.
4.4 FOLLOW THROUGH

TV
Page 143 of 260

4.4.1 Taking Person who is serving a table needs to GSA Do not approach a guest more
repeat ask the guest for any repeat order. Be it than once for the repeat order of
orders. for food or beverage. a particular dish or drink. Use
standard phraseology like "Sir
would you like to have one more
4.4.2 Asking for It is important to get the guest feed GSA / GSS scotch on the rocks".
guest back to ensure 100% guest satisfaction.
satisfaction. Use standard phraseology like
If the guest does not like a particular "Sir, how is the soup" or "is the
dish or drink, offer to rectify it or get it soup to your liking".
changed.
Speak to a senior person for
advice to change a particular
Checking If it is not repeat order, the guest might item.
4.4.3 for other need something else. It should be GSA / GSS
requireme- checked with the guest from time to Use standard phraseology like
nts. time to avoid inconvenience to the guest "Sir, can I get you something
to celli a person & ask for somethin9 else".
Watch out for empty water
glasses that need to be filled.
4.5 CLEARANCES
Sl. No TASK PROCEDURE RESPONSIBILITY STANDARD
Page 144 of 260

4.5.1 Knowing Check for any indication from the guest GSA Ensure that the guest does not
the time wait long for his clearance, i.e. it
for See if the plate is empty. has to be done promptly.
clearance. Or if the cutlery is left parallel to each
other on the plate.
Or when the guest wants his clearance
to be done.
Clear the large plate from the right hand

side and place the plate on the left
hand.
Place the first plate on the palm & hold Make sure that the plates are
4.5.2 Clearing it between the thumb & little finger & balanced properly.
-.~~
the table. make it stable.
Page 145 of 260

4.5.3 Clearing The next plate is placed on the gap Clear the plates at the back of
the table between the little finger, thumb & the the guest.
(cont.) first plate. Balance it firmly & push the Do not make too much noise.
leftovers on to the first plate & place the Clear as many plates one feels
cutlery also on to the first plate. comfortable with.
Clear all the large plates at one go. Visit a table least no. of times
for clearance, i.e. make it quick.
Clear the B&B plates in the next round
from the left-hand side of the Leave the napkin on the table till
guest(same round, if there are only 2/3 the guest leaves.
guests)
Do not remove the water glass.
Beverage glasses to be removed
To clear other appointments from the only when it is empty and on a
table, use a salver. tray.
Cruet set to be removed only

after the main course.
5. CHEQUE SETTLEMENT PROCEDURE
SL.N TASK PROCEDURE RESPONSIBILI STANDARD
Page 146 of 260

5.1 Prepare When the guest is almost through with GSA / GSS
the check. his dessert and has given his last order,
the check should be printed.
Check the amount in the bill.
Bill should not be over or under

charged.
5.2 Presenting Present the check in a clean bill folder GSA / GSS Use standard phraseology like
a check. with an open pen. (the person who "Sir, your check".
is handling the Present the check only when the
table) guest asks for it.
Page 147 of 260

5.3 Settling a If the guest is paying by credit card, GSA Make sure the guest signs the
check. then charge the bill on to his credit right copy at the right place.
card and get the printed charge slip.
Assist the guest to sign the charge slips

& the check
Give the guest copy of the charge slip

& the check to the guest.
6. FOOD FAREWELL
SL.N TASK PROCEDURE RESPONSIBILI STANDARD
Page 148 of 260

6.1 Fond Escort the guest, if possible, up to the Hostess / GSA / Use standard phraseology like
Farewell entrance of the restaurant or bar and GSS / Senior "Goodnight Mr. Singh, hope to
wish him good bye. GSS / Manager. see you again".
7. HOW TO MAKE TEA & COFFEE & SERVICE
SL.NO TASK PROCEDURE RESPONSIBILI STANDARD
Page 149 of 260

7.1 How to Use a teapot of appropriate size. GSA Use only tea bags or loose leaf
make Rinse the pot with hot water to make tea as per restaurant.
Tea? the pot hot.
Carry the following things on a salver or

tea tray -
The teapot, creamer with milk, sugar
sachet holder, strainer, boom mug or
Service of teacup & saucer.
tea. Place the sugar sachet holder in the
centre of the table.
Place the boom mug or cup & saucer on
the right hand side of the guest.
Ensure that the handle is at the 4
O'clock position.
Place the tea bags on a B n B plate in
front of the guest or strain the tea into
the cup & remove the strainer. Finally
pour the milk, if required.
Page 150 of 260

7.2 How to Coffee is dispensed directly from the GSA

make Coffee Machines.
Coffee? Take a hot coffeepot and fill in as much
coffee as required.
Service of Take a salver; place the coffeepot along Cappuccino & espresso coffee
Coffee. with a sugar container, creamer, boom are directly served in a cup & not
mug or cup & saucer with teaspoon. from the pot
(Use Demitasse set when required)
Place the sugar container in front of the
guest. Creamer should be filled in with
Place the boom mug or cup & saucer on cream or milk as ordered by the
the right hand side of the guest, pour the guest.
coffee into the boom mug or cup as
desired by the guest. Ensure handle is at
4 O’Clock position, Pour milk or cream
as per the requirement of the guest.
8. CLOSING THE RESTAURANT

8.1 Locking the After ensuring that all the guests have left Hostess. After last guest
Page 151 of 260

restaurant. lock the restaurant from the front and leaves.

switch off the music. This is done to
ensure that the guest does not enter in a
closed restaurant and cleaning and set up
8.2 Table can be done. GSA
clearance Remove all the sauces from the tables,
8.3 empty them in a bowl & return them to GSA
Side station the kitchen. Everything inside
clearance. Empty all the water jugs and wipe them. the restaurant
The entire clean and wiped cutlery and should be clean so
crockery is restocked in the stations. that it is
presentable for
next day's
opening.
8.4 Locking All the papers from the hostess desk are Hostess To be done before
hostess desk. cleared and the call forwarded. The locking of the
reservation diary is given to the In Room service door.
Dining and the cupboard and the drawers
are locked.
8.5 Breakage Collect all the breakage from the GSS To be given daily
restaurant and record it in the daily in the night.
breakage register.
9. COUNTING THE SOILED LINEN
Page 152 of 260

9.1 To count the Before counting the linen remove all GSA Segregate each
soiled linen. pieces of leftover food. category of linen
& tie them up in
bundles of 10
Count the linen and make entries in each to facilitate
the linen exchange book. counting.
10. MAINTAINING THE LOG BOOKS

10.1 To fill a logbook. Daily Sales log book - GSS Logbooks to be filled
Page 153 of 260

Fill daily & month to date sale, in neatly, accurately

covers, average per cover, track of & endorsed by the
all Entertainments, special events person making the
and incidents. entries.
Departmental logbook -
To keep a tab on all changes in the GSS
department. To be maintained on
a daily basis.
to the staff (to be retained at the
outlet at all given times.
11. LOCKING THE SERVICE DOOR

11.1 Close the Switch off all the lights. Lock the side GSS/ GSA. Ensure locking of
service doors. stations and then lock Both the service all the doors.
doors.
Page 154 of 260
12. KEY DEPOSIT
Page 155 of 260

12.1 Deposit the After all the doors are locked go to the GSS / GSA. In uniform by
keys. security controls and count the keys in closing shift.
front of the security supervisor. Enter the
details in the key register. To be signed
by the depositor and counter signed by
security supervisor.

13.1 Generating reports Reports are generated at the end of GSS Cashier
settlement I
Page 156 of 260
for Management shifts & at the end of the day. Cashier report to
Information. Reports are generated through the be printed
point of sales system. at the end of each
These reports are generated for shift.
keeping a track of the sales and Sales analysis
other management requirements report to be
like forecasting & budgeting. printed
at midnight.

RESPONSIBILITY: GSA AND GSS

14.1 Conducting Outlet to stack chinaware, glassware Monthly Last date of the
Page 157 of 260

glassware.
15. GENERATING MONTHLY BERAKAGE REPORT

and no. of items.
Page 158 of 260

5.5 PASTRY SHOP
STANDARD OPERATING PROCEDURES
Sl.No, STARTUP ACTIVITIES
1 Collect keys from the security control room
Page 159 of 260

2 Checking maintenance and cleanliness

3 Set up of pastry shop
.
4 Set up of back area I
5 Order taking
6 Presenting The Check

7 Clearing of Check
SI. No. CLOSING ACTIVITIES

8 Requisiting & Issuing Stores
9 Closing of Back Area
10 Filling Log Book
11 Key Deposit
Page 160 of 260

12 Advance Order
14 Conducting inventories
15 Generating monthly breakage report
1. COLLECT KEYS FROM SECURITY CONTROL ROOM
SI No TASK PROCEDURE RESPONSIBILITY STANDARD

1.1 Collect keys. Go to the security control and collect the GSA. Ensure to sign in
keys after signing in the register your the key issue
name and time. The same should be register.
counter signed by the security supervisor.
Page 161 of 260

2. CHECKING MAINTEANNCE AND CLEANLINES

2.1 Checking Check for cleanliness of pastry counter, GSA Before opening, by
cleanliness. artefacts, bulbs and tubes. 1000 hrs.
2.2 Checking Switch on all the lights, chillers, hot Before opening the
maintenance case, microwave and pastrv pastry shop, by
refrigerated display counter. Ensure 1000 hrs.
that all are in working condition.
Check for panels, Pair touch up,
carpentry work
Page 162 of 260

3. SET UP OF PASTRY SHOP
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3.1 Switch on Switch on the machine and ensure that GSA. Temperature 5-
Pastry shop the machine is properly cleaned before degree Celsius for
counter. use. cold and 25
degree Celsius for
3.2 Pick up all The items issued are to be entered in the warm products.
pastries, cakes Pastry shop inventory sheet
and savoury Trays to be placed
items from in Williams
main kitchen. counter with
name tags with
3.3 Take away Ensure that there is adequate supply of correct spellings
boxes take away boxes, cake boxes, paper for each item
napkins and plastic cutlery. displayed.
Soft beverage
3.4 Computer to Keep the E.D.C. (Electronic Data Capture) pre-packs to be
be switched machine ready. kept as a part of
on, log-in and the display.
ready for Impressed to be
check printing. collected from
cafe cashier.
4. SET UP OF BACK AREA

4.1 Set up of back area. Milk in the coffee machine is hot. GSA. Back area is
Floor is mopped and the trays and spotlessly clean
Page 164 of 260
salvers are clean & unchipped. and all the

equipment is in
working
condition.
5. ORDER TAKING
SI.No TASK PROCEDURE RESPO NSIBILITY STANDARD
Page 165 of 260

5.1 Taking an Wish the guest as per the time of the GSA. Ordered items
order. day. should be
Suggest some items from the pastry available.
counter.
Take the complete order.
Feed the order in the computer.
6. PRESENTING THE CHECK
Page 166 of 260

6.1 When to present the 1. If the guest is sitting in the Tea GSA. Keep in mind the
check? Lounge, prepare the check & tally it happy hours (50%
with the order. Present the check discount) on
along with the food. pastry shop food
items.
6.2 How to present the 2. If the order is a take away, then Refer to check
check? present the check immediately and settlement
collect payment. procedures in the
Check to be presented in a folder
with a pen.
SOP on Common
Settlement of the Settle as per cash, credit card or Procedures for
6.3 check. room settlement. F&B Service.
7. CLEARING A CHECK
Page 167 of 260

7.1 Clear a check. In case of room his room number, guest GSA. To be cleared as
name and signature should be checked. soon as possible.
For credit card guest signature on the bill
should tally with his signature on the
card. For cash transactions, give correct
change back to the guest.
8. REQUESTING AND ISSUING STORES
Page 168 of 260

8.1 To make a To make requisitions tally present stock GSA Refer to approved
requisition for with the par stock, keeping in mind any par stock for the
stores. extra requirements due to special outlet.
functions & non-issuing days.
Requisition books to be filled up neatly &
accurately without over writing and then
authorized. Requisitions to be
authorized by
GSS of Citrus.
Cafe.
8.2 To get the To be picked up as per store timings.

stores
9. CLOSING OF BACK AREA
SI.No TASK PROCEDURE RESPONSIBILITY .STANDARD
Page 169 of 260

9.1 Close the back Clean all surface areas including the GSA. Back area to be
area. Microwave oven, hot case, pastry counter absolutely clean.
and all chillers with a wet and dry cloth.
Lock up all the cupboards. Get the back
area mopped and remove any leftovers.
10. FILLING LOG BOOK
Page 170 of 260


logbook. accurately & endorsed by the person on a daily basis.
making the entries.

different purposes - Refer to format.
Daily sales log book'<

month to date sale, covers, average
per cover, track of all NCK's & any All outlets maintain
particular happenings. their personal
logbooks for
Departmental Logbook - internal
To keep a tab on all changes in the communication.
department.
to the staff.
10.2 Purpose of a log To have communication between
book shifts.

incidents.
12. ADVANCE ORDER
Page 171 of 260


11.1 Deposit the After all the cupboards & drawers are GSS/ GSA. In uniform by
keys. locked go to the security controls and closing shift.
count the keys in front of the security
supervisor. Enter the details in the key
register. To be signed by the depositor
and counter signed by security
supervisor. ..
12. ADVANCE ORDER

12.1 Dealing with Fill the details for the advance orders in GSA. Refer to format.
Page 172 of 260

advance the advance orders in the daily log book.

orders.

13. Generating reports Reports are generated at the end of GSS Cashier settlement
1 for Management shifts & at the end of the day. report to be printed
Page 173 of 260

Reports are generated through the shift.
point of sales system.
Sales analysis
These reports are generated for report to be printed
keeping a track of the sales and at midnight.

RESPONSIBILITY : GSA AND GSS

14.1 Conducting Outlets to stack chinaware, glassware Monthly Last date of each
Page 174 of 260

glassware.
15. GENERATING MONTHLY BREAKAGE REPORT

15.1 Making monthly Calculate breakage from daily GSS Refer breakage
breakage report breakage
report register. register.
and no. of items.
Page 175 of 260

5.6 IN ROOM DINING

SI.No. OPERATIONAL ACTIVITIES
1. Briefing of shift
Page 176 of 260

2. Taking handover of shift
3. Maintaining the log book
4. Checking operational equipment
5. Checking clearances
6. Counting & exchanging soiled linen
7. Requisiting and issuing stores
8. Preparing the amenity list
9. Placing amenities in the guest room
10. Receiving guest calls
SI. No. OPERATIONAL ACTIVITIES
11. Taking food & beverage order
12. Processing an order
13. Setting the tray or trolley
14. Picking up a food order
Page 177 of 260

15. Getting an order checked
16. Taking an order to the guest room
17. Presenting a check
18. Asking the guest for clearance
19. How to handle rooms with a "Do not Disturb" sign
20. Maintaining GSA card & control sheet
21. Clearing the check
22. Clearing the guest room
SI.No. OPERATIONAL ACTIVITIES
23. Clearing the guest corridors & service landings
24. Checking for guest satisfaction
25. Inventory of operating items
26. Inventory of beverages & smokes
Page 178 of 260

27. Organizing work area
28. Submitting the checks

29. Handover of shift
31. Conducting Inventories
32. Generating monthly breakage report
1. BRIEFING OF SHIFT

1.1 When should a Every day before and after each GSS At the beginning of
briefing be carried shift each shift.
out?
Nails - Trimmed
1.2 Purpose of a To check for the following - and cleaned.
briefing Grooming Uniform - Neat and
To improve on operational tidy. Well ironed &
drawbacks - tailored ..
Discuss previous days' problems if Shoes - Formal
any. and polished.
Page 179 of 260
Discuss sale & budget; check Hair - Well

general awareness, product trimmed clean and
knowledge, activities in the Hotel & properly set.
all VIPs in-house.
Staff to adhere to
timings lay down
by the Manager.
Punctuality and attendance.
2. TAKING HANDOVER OF SHIFT
Page 180 of 260

2.1 When to take Address all operational and guest issues GSA / GSS Half an hour
hand over ? at the start of each shift. before shift
ending
All equipment
How to take Pending clearances & fruit baskets to be should be clean
hand over? handed over to the next shift.
Check the hand over register Area should be

neat & Clean.
To check for the following :

8.2 Purpose of a Clearance of rooms, floors & service
hand over landing areas, stores & requisitions, linen
& advance orders/ running order.
To follow up on maintenance jobs.
To keep a track of
Equipment’s Cutlery, crockery,
Glassware, Linen, Beverages & Smokes,
Clearance.
Page 181 of 260

3. MAINTAINING THE LOG BOOK
Page 182 of 260


logbook. accurately & endorsed by the on a daily basis.
- person making the entries.

different purposes -
Daily sales log book -

month to date sale, covers, average
per cover, track of all NCK's & any All outlets maintain
particular happenings. their personal
logbooks for
Departmental Logbook - internal
To keep a tab on all changes in the communication.
department.
To pass on any particular

instruction to the staff.
3.2 Purpose of a log To have communication between

book shifts.

incidents
-
4. CHECKING OPERATIONAL EQUIPMENT
Page 183 of 260

4.1 When to check? The following equipments have to GSA and GSS. At the beginning of
be checked - every shift.
Cutlery, crockery & glassware - For Silver should not

Cleanliness and polish. be tarnished.
4.2 Checking
operational Coffee Machine, Milk boiler, Water Glasses should not
equipments. boiler, chillers - For functioning, have smudges &
cleanliness and replenishment. should not be
chipped.
Room Service Trolleys - For Crockery should be

cleanliness & mobility. spotless.
Fridge - Functioning, defrosting,
stacking & cleanliness. Trolleys should be
clean & in working
condition.
5. CHECKING CLEARNANCES

Page 184 of 260
5.1 When to check? After everyone hour and / or GSA

as per Guest's instructions.
5.2 Procedure for Check for guest instructions if any. Guest corridors
checking Check the IRDOCTS for the time of should be clean at
clearances. service and clear accordingly. every given point
of time.
Check all Guest corridors, service
landings at regular intervals.
Do not allow
clearances to
, gather in the
5.3 Procedure for Go to the guestrooms / guest service landing.
clearing. corridors.
Guestroom should
Make sure that all items have been be cleared
gathered. promptly as per
guest instruction.
6. COUNTING & EXCHANGING SOILED LINEN

6.1 Procedure for Before counting the linen remove all GS Segregate each
counting the soiled pieces of leftover food from the A category of linen &
linen. linen hamper. tie them up in
Page 185 of 260
bundles of 10 each
Count the linen and make entries in to facilitate
the linen exchange book as per counting.
nos.of dirty linen that is being
deposited. Linen should be
spotlessly clean,
6.2 Procedure for Stack the linen in the linen hamper. neatly ironed &
exchanging soiled folded.
linen. Make entries in the linen exchange
book for the number of linen that Ref. Linen book
has been received. format
6.3 Exchanging soiled
linen. At the linen room through the
exchange counter. Morning - 0700 to
0730 hrs.
Evening - 1600 to
1630 hrs.

7.1 To make a To make requisitions, tally present GSA Refer to approved
stores. mind any extra requirements due to outlet.
special functions & non-issuing days. Requisitions to be
authorized by GSS
Page 186 of 260
Requisition books to be filled up neatly Ref. Store

& accurately without over writing and requisition format
then authorized.
7.2 Type of stores that are picked-up :-
To get the stores Food store
General store
Beverage store
8. PREPAIRING AMENITY LIST

8.1 When to make the After receiving amenity request GSA In the morning at
list? forms from HMI DHM and other 0900hrs.
authorized management.
List should be
8.2 Preparing the Procure the following reports - made neatly &
Page 187 of 260

amenity list. In House Guests (by room no.) correctly.

Expected Arrivals (not yet C/I)
Notification for amenities by G.R.E.
Fill up the amenity sheet.
Mention special amenities.
9. PLACING AMENITIES IN THE GUEST ROOM

9.1 Types of amenity The types of amenities can be - GSA. Fruit basket,
that can be placed. Cookies Cookies,
Chocolates & wine Bottle for
chocolates
Cake specific VIP I
Wine Bottle arrivals.

In the morning
starting at 1000hrs
or when there is a
Page 188 of 260
new arrival.
9.2 Procedure for Place the dessert plate with cutlery
placing the amenity & cocktail napkin.
Place - All equipment to be
Cookies, chocolate & clean.
Cake, B&B Plate with 1 cocktail
napkin and 1 appetizer fork.
+on the coffee table.
Wine with the correct glasses &
chillers if needed.
10. RECEIVIGN GUEST CALLS
Sl. No TASK PROCEDURE RESPONSIBILITY STANDARD

10.1 Receiving guest Answer the call within three rings In room dining order Standard
calls. with a smile. taker. phraseology to be
Note down the room number & the used. "Hi Mr. Singh
name of the guest. this is <Your
Use standard phraseology to take name> may I help
the guest's order. you".
10.2 What should be Guest calls should not be put on Standard

avoided? hold for a long time. phraseology to be
used "allow me to
Page 189 of 260
Apologize for putting the call on place your call on

hold. hold, I will just get
back to you".
Do not use slang
10. Procedure for Basic Guidelines: like OK, yeah, etc.
3 telephone handling. Always offer to call back instead of
putting the guest on hold. Standard
phraseology to be
Be very polite and precise. used "have a
Speak slowly and clearly. refreshing stay
with us" or wish
End the conversation by thanking him "good night".
the guest and wishing him.
11. TAKING FOOD & BENERAGE ORDER

11.1 Taking Food and Take the order on the order taker's In room dining order It is a must to
Beverage order. register. taker. repeat the order &
Suggest and assist the guest in room no. at the
placing the order. end of the
Try to up sell. conversation.
Repeat the order and the room
number. The approx. time
Mention the approximate time required for the
required for the order. order should also
11.2 Taking special food be specified
orders for guest. To take special orders -
Page 190 of 260
Check with the chef for availability

and approximate time required for
preparation.
Inform the guest accordingly.
12. PROCESSING AN ORDER

12.1 Processing an Feed the order in the computer. In room dining order The KOT
order. taker. automatically
gets
printed in the
kitchen.
Page 191 of 260

13. SETTING THE TRAY OR TROLLEY

13.1 Setting the tray or TRAYS GSA Tray to be
trolley? Tray has to be set with reference to balanced on one
the GSA copy of K.O.T hand.
All orders have to be set on oval The tray is set
anti skid trays. similar to the way
a cover is set in
Arrange required no. of covers. the restaurant i.e.
Place all condiments and B&B plate & napkin
accompaniments on the left, cutlery
. to be placed on the
Check for cleanliness. right of the B&B
Plate adjacent to
TROLLIES it, cruet set on the
Set the hot case to warm up at a top of the tray,
temperature between condiments on the
Page 192 of 260

40-50oC. top left corner &

Check the trolley for mobility and glasses on the top
cleanliness, if the wheels are right corner.
jammed send the trolley to (All breakfast
engineering department for orders should have
rectification. the "Good Morning
Card" on the top
Lay the moulton and table centre of the oval
cloth. anti skid tray.
14. PICKING UP A FOOD ORDER

14.1 How to pick up the Ensure the plate is hot for hot GSA The food to be
order? items. Cover it with a plate cover. picked up from the
pick up counter as
soon as it is ready
All containers in
which food is
picked up are clean
& covered.
Ensure that accompaniments have
been picked up and the plate is Garnishes &
cleaned before the food is covered. accompaniments to
be picked up along
Place the order on the tray, trolley with the food.
or hot case.
14.2 Where to pick up? Pick up the orders from the Food orders to be
Page 193 of 260
respective kitchens. picked up from the

respective kitchen
counters, dessert
from the bakery.
Beverage orders
are to be picked
from the service
bar.
15. GETTING AN ORDER CHECKED

15.1 Get the order When the entire order is ready to GSA / GSS. Check as per the
checked. leave. To ensure that the correct menu specs.
order leaves within the specified
time
The following things have to be To ensure food is
checked - at the right
The entire order has to be on the temperature, pick
tray or trolley. it up as soon as the
Set up to be as per the standards. chef places it on
Equipment to be clean and proper. the pickup counter.
Carry it covered or
Food & beverage to be at the right in a hot case.
temperature.
Accompaniments to be as per menu

specifications.
Check if the GSA copy is placed
Page 194 of 260

below the tray mat.
16. TAKING AN ORDER TO THE GUEST ROOM

16.1 Taking an order to After the order has been checked by GSA The order to leave as
the guestroom. the GSS on duty. soon as the order is
checked.
Collect the check & call for the The tray is balanced on
elevator. one hand and the other
hand is left free for any
Balance the tray properly on the required support.
palm of the hand.
Announce "In Room
16.2 Enter the Dining" softly.
guestroom? Ring the bell once. Repeat if Use standard phrases
necessary. like 'Hi <Guest name>
Wish the guest and seek permission Sir/Madam. Your In
to enter the room. room dining order, may I
• Ask where the guest would come in please'
like the tray to be placed.
 Announce the dishes with "Shall I place the tray on
open palm gesture. the coffee table or would
• Engage the guest by asking you prefer to have it on
him on his stay satisfaction. the bed"
• Ask the guest if they require
Page 195 of 260
anything else. Show the guest the

• Present the check in an open order.
bill folder with a pen.
• Inform the guest about
clearance as per standard.
17. PRESENTING A CHECK

17.1 Presenting a check Present the check in a bill folder GSA. After the order has
along with a pen after the order has been laid out.
been laid out.
The bill folder to be
clean.
The pen in working
condition and
If the guest is busy, offer to get the opened by the
check later or during clearance. GSA.
Page 196 of 260

18. ASKING THE GUEST FOR CLEARANCE

18.1 Checking the After the check has been signed and GSA Use standard
clearance time before leaving the room, inform the phrase:
guest that you will be back in:
Appetizers and
• Appetizers and beverages - beverages -
half an hour
• Main courses - in an hour. “I shall be back in
(This is to be followed from 0700hrs half an hour's time
to 2100hrs) for clearance"
If it is after 2100hrs, always ask the Main courses -
guest for clearance time. “I shall be back in
an hour's time for
After leaving the guest rooms, clearance"
mention the time of service,
clearance time and server's name
behind the check.
Page 197 of 260

19. HOW TO HANDLE ROOMS WITH A “DO NOT DISTURB” (DND) SIGN

19.1 How to know if a A DND room has a DND sign Any person who goes to
room is DND? hanging on the doorknob outside the room. Follow the process
the room. of a normal
delivery.
19.2 How to handle a If the person has gone to the room
room with DND? with an order-
Follow the process of a normal
delivery.
In case of clearance:
Call the In room dining and inform
about the signage.
In room dining order taker calls the
guest room and informs about the
GSA being at the room door.
Page 198 of 260

20. MAINTAINING GSA CARD & CONTRL SHEET

20.1 Maintaining the The GSA card & control sheet is GSA,GSS & In room All entries to be
GSA card and maintained to keep a track of all dining order taker. legible.
control sheet. orders that have been served, for
clearances.
Mark the name of the server on the
book copy and the time when the
order actually leaves.
Fill in the information in the GSA

card.
Fill in the information in the Control
sheet.
Page 199 of 260

21. CLEARING THE CHECK

21.1 Clearing the check After the guest has signed the check GSA
for food & or settled by cash or credit card.
beverage.
Cash For cash payment
- Get the check settled from return the balance
the cashier. amount back to the
- Return the balance & guest guest.
copy of the check to the
guest.
Room Sign -
- Return the check to the
order taker for posting of
the check to the guest's
room.
Credit card -
- Get the sign of the guest
on the credit card charge
slip.
- Match the signature from
the credit card.
- Return the credit card
along with charge slip copy.
- Settle the Check to credit.
Page 200 of 260

22. CLEARING THE GUEST ROOM

22.1 When to take the As specified by the guest at the time GSA. Always give guest
clearance out of of service. clearance calls a
the guest's room? When the guest calls up. priority.
On call from House Keeping.
22.2 Why clearance The aim is to make the guest
should be done comfortable.
urgently?
22.3 Clearing a guest Go to the guest's room. GSA

room Ensure that all items have been
gathered on the tray.
Bring everything down to in room
dining area.
Page 201 of 260

23. CLEARING THE GUEST CORRIDORS & SERVICE LANDINGS

23.1 When to do? Floor clearances to be done at GSA Hourly clearance.
regular intervals.
On House Keeping call.
23.2 Why to clear? To ensure the in-house guest are
comfortable.
Dirty trays lying in the corridor gives
a bad impression.
23.3 How to clear? Go to the guest corridors and

Make sure every
service landings. thing is cleared and
Collect all the clearance trays and be careful not to
bring them down to the in room spill any dirties on
dining area. the floor while
clearance.
24. CHECKING FOR GUEST SATISFACTION
Page 202 of 260


24.1 Checking guest Whenever a service is rendered to The employee who Ask at the time of
satisfaction. the guest, it is essential to check comes in contact with clearance.
for satisfaction. This can be done by the guest.
taking verbal feedback from the
. guest to find out whether he is
happy with the services offered to Listen to guest
him or not, act accordingly to remarks patiently
satisfy his needs. and act
accordingly.
Make a note about guest's likes &
dislikes in the internal departmental
log book for providing services
which is more to the liking of the
guest, in future.
24.2 Why to check? To make the guest feel that he has
been given personal attention.
To provide better services to the
guest in future by knowing his likes
and dislikes.
25. INVENTORY OF OPERATING ITEMS
Page 203 of 260

25.1 When to take At the beginning of each shift. GSA Daily between each
inventory? shift change.
 To maintain the par stock.
252 Why to take  To keep a track of misuse and

inventory? shortages of operating
equipment.
 To keep a track of damaged

equipments and their
maintenance.
25.3 How to By taking a physical count and

take comparing with the par stock to find
inventory? variance.
Figures to be endorsed by person

giving and taking the handover.
26. INVENTORY OF BEVERAGE & CIGARATTES

26.1 Taking inventory of Take a physical count of soft & hard GSA At the end of every
beverages, liquor, beverage Bottles, beer (cans & shift to avoid
Page 204 of 260
wines & cigarettes. Bottles) & cigarettes. pilferage.
Maintain the consumption and hand For recording

over registers for the same. consumption &
keeping an
inventory use the
standard liquor
inventory register.
Refer to format.
27. ORGANISING WORK AREA

27.1 Organising work Following activities to be done- GSA Area to be
area organized at all
Have the area cleaned. times.
Page 205 of 260

Fold and stack fresh linen.
Stack the chillers with all beverages.

Arrange the store items in the
cupboard.
Check the electrical equipment.
28. SUBMITTING THE CHECK

28.1 How to submit the The checks are submitted at the end In room dining order The check are
checks? of each shift. taker/GSS on duty. deposited according
to the copies:- Guest
Copy – Front Office
Cashier
Accounts copy Credit
Page 206 of 260
Accounts copies of checks are

submitted along with the cashier
settlement report and bill wise
settlement report. Guest copies are
given to Front Office cashier.
29. HAND OVER OF THE SHIFT
Sl.No TASK PROCEDURE RESPONSIBILITY STANDARD

29.1 Hand over of the - Log book details GSS Refer Log Book
shift - Pending orders
- Pending clearances
- Guest complaints
- Hot logs
- Non availability of items
- Staffing details
- Amenity orders for the day
Page 207 of 260
- Cash handover
- Maintenance issues
- Store requisition
Page 208 of 260

30.1 Generating reports Reports are generated at the end In room dining order Cashier
for Management of shift & at the end of the day. taker/ GSS on duty settlement report
Information to be printed at the
Reports are generated through the end of each
point of sales system. shift when the In
room dining order
taker signs off for
These reports are generated for the day.
keeping a track of the sales and
other management requirements Sales analysis
like forecasting & budgeting. report to be
printed
at midnight.
RESPONSIBILITY: GSA AND GSS

Page 209 of 260
31.1 Conducting Outlets to stack chinaware, glassware Monthly Last day of every
glassware.
32. GENERATING MONTHLY REAKAGE REPORT

Page 210 of 260


and no. of items.
Page 211 of 260

FORMATS
6.1 Kot Pad
Lemon Tree Hotel, Bengaluru

Page 212 of 260
K.O.T………………… Outlet…………………
Date Time Table No. Pax Steward
S.No. Covers Items Remarks
This is not a bill
Page 213 of 260

6.2 in room dining order tracker and clearance sheet

IN ROOM DINING CLEARANCE TRACKER
MEAL PERIOD DAY DATE
ROOM ORDER ORDER TIME OF TIME OF DELIVERE OLD GUES TIME TIME OF CLEARED REMARKS
TAKEN BY TYPE ORDER DELIVERY BY CALL FOR GUEST CLEARANCE BY
CLEARANCE CALLED
6.3 CGHS BREAKAGE REGISTER
Page 214 of 260

CGHS REGISTER
No. Particulars Morning Shift Evening Shift Night Shift
Opening Issue Total Breakage Closing Reason/ Issue Total Breakage Closing Reason/ Opening Issue Total Breakage Closing
Stock Stock Name Stock Name Stock Stock
1
2
3
4
5
6
7
8
9
10
11
12
Given by
Taken by
CSE
6.4 Store Requisition
Page 215 of 260


Deptt……………… Date…………………
S. No. Item Unit Qty. Req. Qty. Issued Stock Hand Remarks
Requested by Issued by Received by HM / Deptt.
6.5 Linen / Laundry Washing From
Page 216 of 260


SOTRES REQUISITION
Deptt.……………… Date…………………
S. No. Item Unit Qty. Req. Qty. Issued Stock in Hand Remarks
Authorised Signatory
6.6 GSS/ GSA CASH REPORT / REMITTANCE ENVELOPE
Page 217 of 260

6.6 GSE/ GSA CSH REPORT/ REMITTANCE ENVELOPE
Page 218 of 260

6.7 EMPLOYEE LEAVE CARD
Page 219 of 260

6.7 EMPLOYEE LEAVE CARD
Page 220 of 260

Page 221 of 260

6.8 TIP HANDOVER REGISTER
Page 222 of 260

6.9 MENU GRID
Page 223 of 260

6.9 MENU GRID (DESCIPTOR)
Page 224 of 260

33.
Page 225 of 260
7. HOW TO MAKE BOURNVITA & SERVICE

7.1 How to Use a boom mug. GSA Use 2tea spoon premix
make Rinse the boom mug with hot water to Bournvita in boom mug and 2
Bournvita? make it hot. tea spoon Bournvita on the side
along with the order
Carry the following things on a salver
The sugar caddy ,boom mug, tea spoon

Place the sugar caddy in the
Service of centre of the table.
Bournvita. Place the boom mug on the right hand
side of the guest.
Ensure that the handle is at the 4
O'clock position.
34. BANQUET
Page 226 of 260

S.N PARTICULARS PAGE

O. NO.
 ISSUING A BANQUET HALL KEY FROM SECURITY
8
 OPENING OF BANQUETS 9
 HOW TO CONDUCT BRIEFING 10
 HOW TO READ A BANQUET FUNCTION PROSPECTUS. 11
 HOW TO CARRY A RECTANGULAR TABLE OR A

12
CONFERENCE TABLE
 HOW TO ROLL A ROUND TABLE 13
14
 HOW TO STACK CHAIRS AND USE CHAIR TROLLEY
15
 HOW TO DO FRILLING FOR A TABLE
16
 HOW TO PUT A TABLECLOTH ON A ROUND TABLE
17
 HOW TO SETUP A HEAD TABLE
18
 HOW TO SETUP A THEATRE STYLE MEETING 19
20
Page 227 of 260
 HOWTO SETUP A U-SHAPE MEETING
21
 HOW TO SETUP A HOLLOW SQUARE
22
 HOW TO SETUP A CLASS ROOM
23
 HOW TO GIVE A HALF MOON SETUP
24
 HOW TO SETUP A BOARD ROOM
 HOW TO SETUP A TEA COFFEE STATION IN PRE
FUNCTION AREA
25
 HOW TO SETUP A BUFFET FOR A CONFERENCE IN
PRE-FUNCTION AREA 26
 HOW TO TAKE OUT MISE-EN –PLACE FOR A FUNCTION

27
 HOW TO SETUP A BAR IN PREFUNCTION AREA
28
 HOW TO PUT A LOBBY POSTING/BOARD TO READ
 HOW TO SET A SNACK TRAY COUNTER

29
 HOW TO CHECK THE FUNCTION PRIOR TO START
30-31
Page 228 of 260

 HOW TO CLEAR LINEN & EXCHANGE LINEN 32
33
 HOW TO PRESENT A CHECK
 HOW TO SETTLE CHECK 34
34
 HOW TO MAKE THE GATE PASS
35-36
22. ISSUING BANQUET HALL KEY FROM SECURITY

.
Page 229 of 260
Responsibility : GSA
Material Required: Key log register, pen
S. Procedure Standard
No.
1. Arrive at the staff gate A staff  A formal entry in the key issuance register should
member must report 1/2hr in be made mentioning the time of receiving, name
advance to collect the hall of the issuer, key no., hall name, and personal
keys from security control. signature.
2. After this the key is issued to  Security staff sign against entries and issue a key
the concerned person.  The concerned person should directly go to the
hall to avoid any mishandling of the keys.
 The keys should be securely stored in the pre
recognized place after opening the hall
23. OPENING THE HALL
Page 230 of 260

Material Required: Keys & Checklist
No.
1. Ready to be on duty. Staff must come to work on time.
Uniform must be clean and staff must be well groomed.
Check the maintenance. To use shift checklist to check the Hall maintenance.
Condition of chairs and tables must be examined.
Check the set-up done in the hall before shift starts.

Check the cleanliness. Table set up includes the cleanliness of the cutlery,
centerpiece, cruet set and ashtray.
Exchange dirty linen at the housekeeping linen room .
Setting up the table.

Lay the table settings according to the tabletop
standards.
All table settings have to be completed before the end

of each shift.
24.HOW TO CONDUCT THE BRIEFING
Responsibility : GSE/ Manager
Material Required: Briefing book
Page 231 of 260

S. No. Procedure Standard
Daily briefing. To conduct pre-service briefings on:

 Hotel information.
 Daily room occupancy.
 VIP arrival/in-house.
 Guest delight practices.
 Guest comments.
 Beverages to be recommended which
are not being sold.
 Events for the day.
 Excellent performance by service
associates and service leader.
 Comment cards of the previous day
 Check for waiters kit( note pad, click
pen, bottle opener, match box, comb)
Check for grooming, everybody should be

properly groomed with crisp and clean
uniform without any body odour and
 Finger Nail should be trimmed
properly
25. HOW TO READ FUNCTION PROSPECTUS
Responsibility : GSE/Manager
Material Required: Function Prospectus
No.
Page 232 of 260
1. A Banquet Function prospectus is a  The first thing mentioned in the FP is the name of the company or
detailed description of the event to be the person who is holding the event.
held in a particular room.  The contact person from the hotel sales team is indicated after the
name of the contact person from the company.
 This is followed by credit status instructions and the F.P.
 The date & the type of the event is also specified
 Then the type of event is stated. For example: Conference Lunch,
Conference Dinner, Wedding Reception, Cocktail Dinner, etc.
 The venue of the function is indicated along with the kind of setup
and room rental to be charged.
 All the setup and things required are specified after the above
mentioned
 Then whole of the menu is specified with its service timing
instructions.
 Then the miscellaneous instruction is written which includes
audio-visual equipment and liquor instructions. This head also
specifies any package rates and other instructions.
 Lastly the billing instructions are written along with advance
payment (if done). This head includes billing by cash, credit card,
bill to company, etc.
26. HOW TO CARRY RECTANGULAR TABLE
Material Required: Rectangular and conference table
S. No. Procedure Standard (Measurement, Number, Time,

Quantity, Precautions, Phraseology etc.)
Page 233 of 260

 Carry the table; ensure that the topside

Check the table that it is firm and clean. is facing you and the waiter. Ensure that
the table legs are firm.
 Use your right hand and carry the other
side of the table and balance it from the
center.
 While carrying the table, ensure that
when you are passing from the corridor
or a corner or any wooden panel, it
does not knock against the wall the
wooden panel or any other surface.
 Open the leg from one side and then

from the other.
Place the table on the floor on its side.
 Make the table stand
 Check that the table is firm and not
shaking. It should be stable.
27. HOW TO ROLL A ROUND TABEL
Material Required: Round table 6 feet or 5 feet in diameter
1. Check table that it is firm, clean and not broken  Check that its legs are not broken and they
from the edges. should not be unstable.
 Roll the round table with the top facing
Page 234 of 260
towards you. ensure that the table is about

75 degree facing you
 Balance the table with your hands and
slowly roll it.
.
 While rolling you should not knock any wall
of the corridor or any wooden panel or any
corner.
 Always check for nails and broken edges.
28. HOW TO STACK CHAIR AND USE CHAIR TROLLEY
Responsibility GSA
:
Material Required: Chairs & chair trolley
Page 235 of 260

1. Check the chair trolley that its wheels are in working  Check that chairs are free from dust and its
condition. Trolley is in firm condition. Wheels are cushion is free from stains. It should not be
properly oiled and they do not make noise. broken.
 Push chair trolley under the chair stack.
 The chair trolley should be firm and not
unbalanced with the chair stack.
 While pushing the chair trolley, ensure that the
weight of the chairs is resting upon the base of
the chair trolley and some on your shoulders
There should not be more than seven chairs in a and arms. The chair trolley should be at an
stack. angle of 45 degree from the front.
 Make sure that while pushing the chair trolley
the leg of the chair should not damage any
corner or wooden panel. Push the trolley slowly
and with full balance.
 Slowly put the trolley down and ensure that the
chair stack is fully balanced on the ground.
29. HOW TO DO FRILLING FOR TABLE

Responsibility Service associate
:
Material Required: Frills, Table.
Page 236 of 260

The frills should be well creased and ironed.  Lift the table and carry it gently without
making any noise.
 Open its legs and make sure that the locking
device is working properly.
 Take the end of the frills and hold its top with
left hand.
 Cover the table with the frills by using the
above step till the end of frills gets attached
with the table.
 Check that the frills has equal fall from all
sides of the table and is not falling in
between.
30. HOW TO PUT TABEL CLOTH ON RECTUGANGULAR AND ROUND TABEL
Material Required: Table cloth, round table & rectangular table.
Page 237 of 260

1. The tablecloth should be clean and well ironed.  Open the table. Make sure that its legs
should be locked properly and it should not
be wobbling.
 Open the tablecloth and hold it with two
hands equally distant from the center.
Check the table, it should not be wobbling and its  Place it on the table. In case of round
legs should be properly locked. tablecloth the two stitch lines of the cloth
should be exactly in the center of the table.
 The tablecloth placed should be without any

crease and should have a smooth surface.
 Iron the tablecloth if necessary.
 Check that the fall of the table cloth is equal
from all sides.
31. HOW TO SET UP THE HEAD TABEL
Material Required: Rectangular table, frills, table cloth, conference stationary, glassware, candies, audio/visual equipment,
mineral water, coaster M/W bottle holder.
Page 238 of 260


Conference tables/rectangular tables are in proper  First place the stage block as per the
condition and their locking devices working. requirement of the head table in the specified
place in the room.
 Then keep the table(s) parallel to the front side
Tablecloth should be clean and well ironed and of the stage block and the room. It should be
should be free from creases. facing the hall.
 Place the required number of chair(s)
A low long flower arrangement is always advised  Frill the table as per the standards and lay the
for the head table table cloth
Head table is a table, which is facing the complete  Put the standard conference stationary on the
seating for the conference. It can be placed on the head table, complete with the audio/visual
stage or on the floor. requirement.
32. HOW TO SET UP THEATRE STYLE SEATING
Material Required: Banquet chairs with covers

Page 239 of 260

Chairs are not torn, not broken and their frames  Check function plan to determine size and to
should be well painted. obtain direction regarding the focusing of the
theatre setup
 Collect required number of chairs and place chairs
into theatre style on straight rows as planned.
 Place chairs in a horizontal row all facing the head
table.
 Put another row of chairs right behind the front line
leaving 2.5 feet space for a person to walk in
between the two rows.
 Create aisles by giving walking space at the center
of the theatre style setup or the number of spaces
The chair covers should be well ironed required as per the function sheet.
 Check the rows are straight and each chair is right
behind the front chair of it.
33. HOW TO SETUP U SHAPE SEATING
Responsibility Service associate & captain

:
Material Required: Rectangular tables, table cloth, frills chairs, chair covers.
S. No. Procedure Standard (Measurement, Number, Time, Quantity,

Precautions, Phraseology etc.)
Page 240 of 260

Conference tables are in proper condition and their  Check function plan to determine size, and to obtain
locking devices working direction regarding the focusing of the u-shape setup.
 Collect required number of conference tables (i.e.
6*2.5 ft) and place tables into U-shape style
straight-line rows as planned, ensure no gaps are
present and tables are placed straight.
 Place chairs behind tables to face the front, making
sufficient seating space and enough space given
between each chair. T
 Put the frilling around the table.
 Place water goblet in front of each chair on the right
hand side of pad.
 1 Bottle of mineral water.
Frills should be well ironed. Tablecloth should be clean  Place one bowl of mouth freshener
and well ironed and should be free from creases.
34. HOW TO SET UP A HALLOW OR RECTANGULAR SEATING
Material Required. Rectangular tables, table cloth, frills chairs, chair covers
S.No. PROCEDURE STANDARD
Page 241 of 260

Conference tables are in proper condition and their  Check function plan to determine size, and
locking devices working to obtain direction regarding the focusing
of the Hollow Square or Rectangle setup.
 Collect required number of conference
tables and place tables into a closed
square or rectangle shape seating style on
straight-line rows as planned in ensure no
gaps are present and tables are placed
straight.
 Place chairs behind tables to face the
front, making sufficient seating space and
enough space given between each chair.
Frills should be well ironed. Tablecloth should be  Place Conference leather pads with pencil
clean and well ironed and should be free from
creases.  1 Bottle of mineral water
 Place one bowl of mouth freshener
35. HOW TO SET UP A CLASSROMM SEATING
Material Required: Rectangular tables, table cloth, frills chairs, chair covers
Page 242 of 260

Conference tables are in proper condition and their  Check function plan to determine size, and to obtain
locking devices working direction regarding the focusing of the class room
setup.
 Collect required number of conference tables and
place conference tables in a straight line facing the
head table or dais or the stage.
 The tables to be joined should be of equal size and
joined properly.
 Place chairs behind tables to face the front, making
sufficient seating space and enough space given
between each chair. .
 Leave a space for the movement of a normal person
Frills should be well ironed. Tablecloth should be clean behind the chairs i.e. approx 2 feet and then again
and well ironed and should be free from creases. start placing tables parallel to the first row.
 After setting up the classroom always re-check the
alignment and make amendments accordingly.
 Place Conference leather pads with pencil.
 1 Bottle of mineral water

 Place one bowl mouth freshener
S.No. PROCEDURE STANDARD

36. HOW TO SET UP HALF MOON SETUP OR CLUSTER SETUP
Responsibility GSA
Materials Required: Round tables, table cloth, frills, chairs, chairs
Page 243 of 260

1.
Round tables are in proper condition and their locking devices  Check function plan to determine size, and to obtain
working direction regarding the focusing of the half moon setup.
 Collect required number of round tables and place tables
in a line at an equal distance facing the head table or the
dais or stage.
 All tables to be in good shape and condition

 All the round tables should be placed at equal distances
according to the half moon sitting.
Tablecloth should be clean and well ironed and should be free from
creases.  Place chairs around tables to face the front, making
sufficient seating space and enough space given between
each chair. Maximum 8 number of can be placed on each
round table
 Leave a space for the movement of a normal person
between the chairs and then again start placing tables
parallel to the first row.
 Put the table cloth on the table.
 After setting up the half moon always re-check the
alignment and align the furniture accordingly.
 Place pads and pencils/ pens. One pad and one pen/
pencil in front of each chair.
37. HOW TO SET UP A BOARD ROOM
Material Required: Rectangular tables, table cloth, frills chairs, chair covers
Page 244 of 260

Conference tables are in Frills should be well  Check function plan to determine size, and to
proper condition and ironed. Tablecloth obtain direction regarding the focusing of the
their locking devices should be clean and well board room setup.
working ironed and should be
 Collect required number of rectangular tables and
free from creases.
place tables into a board room shape seating style
on straight-line rows as planned, ensure no gaps
are present and tables are placed straight.
 Place chairs behind tables to face the front,
making sufficient seating space and enough
space given behind each chair. It is generally
three people per conference table.
 Place Conference leather pads with 1 pencil.
 1 Bottle of mineral water .
 Place one bowl of mouth freshener.
38. HOW TO PUT TEA /COFFEE SETUP IN THE PRE FUNCTION AREA
Responsibility GSA
:
Material Required: Tea Cup, Saucer, Tea spoon, Tea urns Props, creamer, and sugar sachet case.
Page 245 of 260

1. The wrought iron/ Frilled table is in proper condition with Put the wrought iron tables for the tea/ coffee station as per
its legs well painted and glass properly clean. the details specified in the function plan sheet at
pre-function.
Put cups, saucers and teaspoons on the table with cup
Urns should be well polished & shining handle and teaspoon facing right hand side to the guest.
Separate Urns for tea & coffee Put filled sugar tray and milk in large pots on the waiter’s
cloth with tea-cozy and potholders.
Tea & Coffee should be ready 15 minutes prior to the Also put lemon wedges with fork, honey and Tea Masala on
tea/coffee break side for any guest who prefers.
Enhance the set up look by placing props on the

tea/coffee station.
39. HOW TO PUT BUFFET IN THE PREFUNCTION AREA /CONFERENCE ROOM
Responsibility Service associate

:
Material Required: Wrought iron tables, chaffing dishes, service gear, dinner/dessert plates, cutlery, napkins, buffet tags, tag
holder, props
Page 246 of 260

1 The wrought iron table should be in proper condition. The following is the capacity of the wrought iron/ prop and
table used for the buffet.
Rectangular table: Three Spring large, Four small chafing
dishes.
Any of the Rectangular table/ can be used to keep the
mise-en-place. If a table is used, then the mise-en-place is
kept on the first table, which starts the buffet.
Then place a Rectangular table, which can hold the
Check the Banquet F.P. to know the number of pax for the respective number of chafing dish.
function and the placement of the buffet. The tables should be placed in a way to give different
elevations to the chafing dishes and should also be in a
symmetry
Exactly in the center of the buffet, place a elevation for the
buffet flower arrangement to be placed..
Salad buffet can either come in the centre of the main course
or in a different set up all together.
For the dessert buffet the tables should be in the same
Ensure that all the Rectangular table/ prop placed should be manner as done for main course but at a distance from the
of different size so that the buffet looks elevated. main course
40. HOW TO TAKE OUT MISE-EN-PLACE FOR A EVENT

Material Required: Cutlery, crockery, glassware
.
The crockery and cutlery should be neat and Check the Banquet Function Prospectus sheet to
clean. The cutlery should be well polished. know the number of pax for the function.
Page 247 of 260

Open a rectangular table in the back area of the

room. Check the legs of table and lock them properly.
Cover the table with a clean discard cloth.
Start taking out the mise-en-place. First sort out the

clean dinner plates. Keep dinner plates 10% more
than the maximum expected guests in the function
Take out cutlery platters to stack the cutlery.

Start with dinner forks, then dinner knives and
dessert spoon. The cutlery should always be kept
more than the number of covers in the function.
Place all the mise-en-place on the table in the back

area of the function room.
41. HOW TO SET A BAR

Responsibility GSA
Material Required: Rectangular tables, frills, table cloth, and glassware, bar equipment
Page 248 of 260

1. Table is in proper condition with top clean and legs Take rectangular tables and place them in U shape
well painted. setup according to the bar size required as per the no
of pax for the event.
Without opening the legs of the other tables put them

on top of the already placed tables with a small
elevation being kept in between.
Ensure that the table set up is firm and not wobbling.
Frill all the tables and put table cloth on top
Glassware should be clean and without any chips. Place salvers properly silver polished and all with clean
Salvers should be clean and silver polished. beverage rounds.
Beverage round should be fresh.
Place the glassware as per the beverages of the
event and also in adequate no in terms of the no of
pax.
Keep required quantity of large decanters for the
dispensing of soda and water.
Keep required number of ice buckets and ice tongs
properly silver polished.
Place enough quantity of swizzle sticks and straws in
the bar.
Keep lemon juice, sugar syrup, lime cordial, ginger ale,
Tabasco sauce, Worcestershire sauce and angostura
bitter in the bar. Along with it keep garnish (lemon
slices, lemon wedges with fork and salt with demitasse
spoon).
Place rubber mat on the floor and cover the whole floor
area behind the bar with it to avoid any accidents. Also
place a dustbin to throw bottle crowns.
Keep the liquor under the liquor counter and display

Page 249 of 260
one bottle of each on the side table.

Keep the folded cocktail napkins ready on the side
table.
Fill the consumption sheet of the hard liquor and soft
drinks present in the bar.
As soon the bar is going to start pour few drinks in the
glasses for initial service. Also pour some soft drinks to
go along.
42. HOW TO PUT A BOARD TO READ
Page 250 of 260


1. Lobby posting board should be in the perfect Take the function prospectus to know the lobby
condition and it should be well polished. posting of the day.
The name of the function and in which hall should

feature on the board respectively.
If the hall is in different level then it should also

The quality of the paper print out should be good. feature the level on which it is.
The BTR should be placed in the lobby and outside

the function hall 15 mins before the scheduled
arrival time of the host.
The BTR should only be removed after the event

has been over and the host has left.
43. HOW TO SET A SNACK TRAY COUNTER
Responsibility Service Associates

:
Page 251 of 260
Material Required:

Snack tray should be well polished along with the Place the table next to the snack pickup counter and
snack warmer check for its stability.
Cover it with a discard tablecloth properly.
The food pan should be properly cleaned and Collect the snack tray and snack warmer from the
should not have flame marks. buffing room and check that they are well polished.
Set the empty snack tray on the table.
The toothpick holder and ashtray should be Place one of the snacks warmer on each snack
cleaned properly and should not be chipped. The tray/salvers.
chutney bowl should be well polished. Fix the diya candles in the snack warmer with the help
in the diya candleholder.
Place the toothpick holder in the center of the snack
Cocktail napkins should be clean and well ironed. tray.
Diya candles should be big enough to be fit into the Place the cocktail napkins on the side.
snack warmer. In the same way prepare other snack presentation
and stack it in a row
Keep a large piece of discard towel cloth used to wipe
Table should be placed properly and should be the food pans as it burnt from the base with the flame
stable. Its legs properly locked. of diya candle.
On the side of the table place extra folded cocktail

Discard tablecloth used on the table should be napkins, diya candles, food pans and toothpicks,
clean. which are used to re-filling the snack tray.
Always keep the snack tray clean
You should be aware of the snacks, you are serving.
Make sure that vegetarian snacks should be served
separately from the non-vegetarian snacks.
Page 252 of 260

44. HOW TO CHECK THE FUNCTION PRIOR TO THE START
Responsibility GSE
:
No.
Read the banquet Function First check the lobby signage for the
Prospectus to check all the name of the functions, name of the
requirements of the function. respective rooms, spelling check, correct
directions and it should be placed
according to the standard operating
procedure “ HOW TO PUT A
LOBBY POSTING”.
Then check the pre function area. It

should be set according to the Standard
Page 253 of 260
Operating Procedure, “HOW TO SET

PRE-FUNCTION AREA”.
Check the function room according to
the setup required as mentioned in the
Banquet Function Prospectus. Check for
the alignment of the tables and the
chairs in the function room.
The tables in the room should be in
proper condition. If round tables are
placed, then check that the moulton
and tablecloth placed according to the
standard
Check the head table according to the
standard operating procedure “HOW TO
SETUP A HEAD TABLE”.
The table accompaniments should be
placed properly according to the
standard operating procedure “HOW TO
PLACE PADS, PENCILS,COASTERS
AND MOUTHFRESHNERS ON THE
Last of all, brief all the staff what all is TABLE”.
not done properly and get it amended Now check the buffet. The buffet should
accordingly. Always correct the staff so be clean and tidy. It should not be
that the standards of the hotel should congested and should be properly
always be maintained placed according to the standard
operating procedure “ HOW TO
SETUP BUFFET” for/ in a particular
place
Check the back area afterwards. The

back area should be clear and clean and
should be set according to the standard
operating procedure This will ensure a
smooth running of the operation. Also
Page 254 of 260
check
1. the snacks station and it should be
set according to the standard operating
procedure “HOW TO SETUP SNACKS
TRAY COUNTER”.
POOLSIDE SHOULD BE MASK FROM

ALL THE SIDE EVEN THE BABY
POOL IF THERE IS ANY FUNCTION
AT POOLSIDE. (IF THE POOL
LIGHTING IS FROM HOTEL)
45. WHAT SHOULD BE CONFIRMED FROM THE HOST ON ARRIVAL
Responsibility GSE
No.
Page 255 of 260

As soon as the guest arrives, greet and introduce yourself the guest
The employee posture should be
straight and erect. He / she should Inform the guest about the setup and ask him if any changes have to be
have his/ her hands folded in the front made.
or at the back. Do not cross fold your If he asks for some changes, do it accordingly.
hands. Then ask the following points from the guest
Sequence of the function.
Time of arrival of the guests.
Time for the first tea/ coffee break.
Time of lunch buffet.
Time of second coffee break.
Time to start the service of soft and hard drinks.
Time of service of snacks.
Time to cut the cake for birthday or marriage functions.
Time to serve dinner buffet.
The host should also be informed at the same time regarding the
following:
Time required to lay the buffet.
Time the last order of liquor is served.
47. HOW TO CLEAR LINEN &EXCHANGE LINEN

Responsibility GSA
Material Required: Linen, linen trolley, Linen exchange book
Page 256 of 260


In a function the linen should be cleared properly and Tablecloth should be cleared after the function is finished. It
kept in the linen trolley. should be counted and wrapped in one single tablecloth and
kept in the linen trolley.
Chair covers should be cleared after the function is finished.
They should be piled in bundles of ten and kept in the linen
trolley.
A frill should be checked after the function is finished. If it is
All the linen should be counted and stacked properly clean it should be folded properly and stacked in the linen
in the linen trolley. store and if it is soiled, all the pins should be taken out and
The linen is exchanged on the basis of the soiled linen kept in the linen trolley after counting it
given to the linen room. It is issued in the same
number plus any linen left to be exchanged earlier, Table overlays or tiebacks should be cleared after the
which is not available that time. function. They should be kept in bundles of ten in the linen
trolley.
Count the linen properly before taking it from the linen Take the trolley to the linen exchange counter.
room. Ensure that the linen is in proper condition. Give the linen exchange book to the linen room attendant.
Start giving the count of the linen to the linen room attendant.
Individual linen should be counted at one time to give a
proper count.
After giving the count of all the linen, the linen room attendant
signs up the linen book and takes out the first copy of the
book for the linen rooms record and returns back the linen
book.
Then he starts issuing the linen according to the count given
to him.
Page 257 of 260
48. HOW TO PRESENT THE CHECK
Responsibility GSE
Page 258 of 260

Place the check in the right pocket and comments

Take a check folder. card in the left pocket of the folder.
Make sure it is clean and should have hotel’s pen. Make sure the check is prepared properly by cross
check it with the F.P./Amendments and check that
nothing is over/under charged.
Wait at the table, for a while if the guest signs or pays

through credit card or cash. Collect it and leave the
table by saying, “THANK YOU SIR/ MADAM.”
Return the balance amount with guest check copy.

Give him the charge slip to sign if he pays by credit
card and also take his signature on the check. Then
return him the guest copy of the charge slip along
with the guest check copy.
Also ask him courteously to fill in the comments card.

Again greet the guest
49. HOW TO SETTLE THE CHECK
Responsibility GSE
Page 259 of 260

1.
For cash settlement, count the money if it is ok.
Settle it in POS under the cash settlement.
Escort the guest to the front office cashier

Bring the check to the point of sale terminal in
the folder.
Give the cash to the cashier and he will give the
receipt and correct balance back to the guest.
If the check is settled by credit card, settle it in
the credit card payment key of POS
If the check is to be settled in as bill to company,

take the initials of the guest along with his
business card.
And settle the check in the POS
Page 260 of 260

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Food & Beverage Service

FOOD & BEVERAGE

SI. No. Topic Page No.

4. Duties & Responsibilities 20-26

4.5 Guest Service Associate 24

6.9 Menu Grid 225-226

The major functions involved in the department are:

• Service of Food & Beverage in the outlets

2.1 SERVICE OF FOOD & BEVERAGE IN THE OUTLETS

2.2 SERVICE OF FOOD AND BEVERAGE IN THE ROOMS (IRD)

2.3 COMPLAINT HANDLING

2.4 ON THE JOB TRAINING

I Training for beginners

II Training for old staff

Ill Generic Training

Assessment during a real situation

2.5 GUEST FEED BACK

Guest feed back is obtained in various ways

2.6 GENERATING MIS REPORTS

The types of reports which are prepared are:

It is also referred to as the AOP (Annual Operating Plan)

Elements of a Business Plan

Structuring a Business Plan

How a Revenue Budget is prepared?

Preparing an Expense Budget

• Previous year's actual figures.

Preparing a Capital Budget

Operating Equipment Budget

Review of the Business Plan

Out of turn purchase

Raising a PR (purchase request)

2.9 MENU PLANNING

3. ORGANISATION CHART / HOTEL SPECIFIC

Asst FNB Manager

Authorities & Responsibilities

 To ensure 100% guest satisfaction.

 To generate reports and responsible to HM on performance of the department.

 Responsible for maintaining the set standards.

 To control all operational costs and waste.

 Authorized to deny the entry of unwanted guests.

4.2 ASSISTANT FOOD & BEVERAGE MANAGER I GUEST SERVICE SUPERVISOR

 To ensure 100% guest satisfaction.

4.3 IN ROOM DINING ORDER TAKER

Authorities & Responsibilities

 To ensure 100% guest satisfaction.

 To ensure 100% guest satisfaction.

 Responsible for filing of records.

 To provide service assistance as required.

 Authorized to call up guests for reservation related activities.

4.5 Guest Service Associate (GSA)

Authorities & Responsibilities

 Responsible for the care and maintenance of equipment.

 Responsible for taking inventory of operating equipment and lines.

4.6 HOTEL TRAINEES

Authorities &. Responsibilities

 Responsible for assisting the GSA in service.

 Responsible for stacking the side stations and table layout.

 Responsible for the duties assigned to him by the supervisors.

 Responsible for the maintenance of restaurant equipments

5.1 CITRUS CAFÉ

Sl. No. OPERATIONAL ACTIVITIS

2. Taking & giving