F&B Service Sequence Knowledge

Welcoming the guest in restaurant

1. Panganjali Greeting (Contactless) “Om Swastiastu”, My name is “XXX” Welcome

to Arwana Restaurant & Bar
2. Mr. / Mrs. (Guest Name), please allow me to check your body temperature as
part of hotel and local authority’s health standards.
Body Temperature Below 37.3°C
3. Your temperature is “XXX” which is normal. “Thank you”
4. May I please have you “Name” & “Room Number?
5. Kindly disinfect your hands with sanitize gel before entering our restaurant!
(HYGIENE STATION)
6. Mr. / Mrs. (Guest Name), would you like to sit inside or outside? (WIHTOUT
RESERVATION)
7. Mr. / Mrs. (Guest Name), please allow our team to set-up you table which only
take 2-3 min
8. Mr. / Mrs. (Guest Name). Our menu is available through QR Code scanning or do
you prefer a printed menu?
9. Additional to the menu we have Weekly Specials (Introduce Weekly Specials)
10.Mr. / Mrs. (Guest Name) Your table is ready, please follow me
Body Temperature Above 37.3°C”
1. Mr. / Mrs (Guest Name) you have an elevated temperature of “XXX”
2. May I please check one more time to confirm the “ELEVATED TEMPERATURE”?
3. As you have an ELEVATED TEMPERATURE, we will inform our trained medical
personnel kindly please wait for 10-15min to confirm your body temperature
recheck”.
4. Escort the guests to BALAI LOKA and handover to In-House Doctor & Lost
Prevention

 Breakfast Sequence / Welcome the guest at the table & introduce the menu
1. Panganjali Greeting (Contactless) “Om Swastiastu”, My name is “XXX”
Welcome to Arwana Restaurant & Bar
2. Mr. / Mrs. (Guest Name). Our breakfast is served a la carte and you are able
to order as many dishes as you like. The menus is dived in 3 ways: Egg-
Delicious / Go Indonesian / Sweet Starts of the Day
3. Would you like me to make some recommendations?
 Our Signature Breakfast is the Laguna Breakfast which has 2 poached
eggs with tarragon- hollandaise sauce, smashed avocado and is served
on our home made sour dough
  For a Healthy Breakfast I would suggest the Egg White Omelette or
the Chia Granola Bowl.
 A Local Breakfast I would suggest the Nasi Goreng with your choice of
Vegetarian / Chicken / Seafood

4. Would you like to start with a freshly squeezed juice?

We have the following healthy juices
o Jamu Herbal Drink, Balinese Herbal Drink
o The ABC & G ( Apple / Beetroot / Carrot & Ginger)
o Green Mood Booster
o Triple C, which is good for your immune system
5. Would you like any coffee or tea?
a. American Black Coffee
b. Cappuccino (Regular Milk / Skimmed Milk / Soy Milk / Almond Milk?)
c. Latte (Regular Milk / Skimmed Milk / Soy Milk / Almond Milk?)
d. Espresso (Single or Double?)
6. Mr. / Mrs. (Guest Name), Are you ready to order your breakfast?
7. Mr. / Mrs. (Guest Name, May I repeat you order?
8. Mr. / Mrs. (Guest Name), would you like any of our local sliced fruits?
We have to following fruit selection of the day (Chefs Selection of the Day)
o Papaya
o Pineapple
o WaterMelon
o Passion Fruit
o Mango
o Dragon Fruit
9. Mr. / Mrs. (Guest Name), would you like a breadbasket with homemade jam
and cinnamon butter?We have to following bread & pastry selection of the day
( Chefs Selection of the Day)

 Brunch/ Welcome the guest at the table & introduce the menu

1. Greeting
Om Swasyastu, Good afternoon Mr. XXX welcome to Arwana Global Explorer
Brunch Indonesian Inspired, My name is …… I will taking care of your lunch
2. Explain the concept
Allow me to explain our Brunch Concept is A La Carte and exciting passing
around
3. Menu in the bottle
You can find the detail menu in the bottle, On the Table you will find the
menu in a glass bottle which is divided in 3 sections.
The first section is served on the table
 Ensure cutlery sets match the number of seats for each table seating (Table of 4 = as an AMUSE BOUCHE. The 2nd section you will find the exciting pass around
4 settings) which are served every 10min and our CHEF ON SHOW who will pass by your
 “OSHIBORI” Wet towels are individually wrapped and offered by the associate table. Finally the 3rd section you will find the A LA CARTE dishes  which you can
using a mask & gloves! order as many as you like.
 Buffet Utensils need to be washed every 2 hours”. Create a cleaning ritual
moment! 4. Package
We have the following packages for Brunch which depends on your beverage
High-Touch Areas in Restaurant selection We have the following packages for Brunch which depends on your
beverage selection
 Captain Cook’s Voyage / IDR 550,000++ per person
 Christopher Columbus Journey / IDR 650,000++ per person
 Marco Polo’s Adventure / IDR 800,000++ per person

 Balinese “Mengibung” Rijstafel / Welcome the guest at the table

May I please explain the concept of the Balinese Culture Night &
‘Megibung” Rijstafel?
The evening will include local Balinese cuisine and several of exciting
dance shows such as the “Hanoman” You can find the detailed Balinese
“Megibung” Rijsttafel menu on the table and hope you enjoy your
evening with us.
Few Add Points Service Sequence
1. Associates wearing appropriate facemask at all time. - New Normal Health & Safety Protocol
2. Implemented guest-facing signage regarding changes in behaviors or - Balinese Hand Wash Ritual at Arwana Restaurant Entrance
social distancing - Concept Explanation “Balinese Culture Evening & Megibung “Rijsttafel”
3. Wiping down/discarding menus after each seating, including digital - Serve “Jamu” Welcome Drink
menus, or converting to single-use paper formatting. - Prepare Home Made Sambal at the table including crackers
4. Ensuring associates do not have barehand contact with ready to eat - Serve 1st Course “SOP CRAM CAM”
food for all food & beverage action stations. - Serve Sharing Main Courses
- Serve Sharing Desserts
- Photo Session with Entertainment
 -

STEAK KNIFE STORY The Laguna Herb Garden Story

TRANSMONTINA SERENA The Laguna herb garden is located in the back of our restaurant , our chef spent
AMEFA BRAND his time to plant what he can specifically use on his dish
BRAND BRAND sometime during his free time
A brand from
COVID19 / NEW NORMAL KNOWLEDGE
This Steak knife is made This is a Steak knife Spain and
HANDWASHING
by a german , This brand brand from Brazil, it's recommended
When should I wash my hands?
now is using by the royal recommended to use to use for
family in Netherland for thick meat such as Tenderloin  After coughing or sneezing
Tomahawk steak  Before, during and after preparing food
 Before meal
SEA SALT SOMMELIER
 After toilet
Allow me to explain our sea salt sommelier , Most of our salts  When hands are dirty
in the selection is local salt from Kusamba area except the Pink  After handling animals
Himalayan salt  Before and after cleaning and disinfection
 After contact with public surfaces in the hotel
 After removing the mask
NO NAME OF SALT STORY TELLING Food Pairing Hand wash facilities only to be used for “HAND WASHING”
infused mix salt with Reduce your risk of infection
1 Beetroot salt beetroot from our Beef
Laguna herb garden  Wash your hands often and correctly. See 20/20 Hand wash Policy above
infused mix salt with  Avoid touching your eyes, nose or mouth with unwashed hands.
Hot Bali chili Seafood &  Avoid close contact with people who are sick
2 chili from our Laguna
salt Chicken  Avoid close contact 1-2 m distance in public
herb garden  Recommended that all associates must wear a mask at all times
infused mix salt with our  Sneeze/cough into elbow rather than hands.
The Laguna Seafood &
3 local curry leaf from our If needed use disposable tissue and dispose immediately after use
Curry Salt Leaf Chicken
Laguna herb garden Hand was facilities must minimally require:
infused salt with
Nusa Dua  Hand wash anti-bacterial soap
4 seaweed from Geger Seafood
seaweed Salt  Alcohol based sanitizing gel (60% <)
beach Nusa Dua area  Disposable paper towels / Paper rolls
pure salt taken from  Garbage Bin
Kusamba Rock
5 kusamba area in All  BOH Hand Wash Poster – 20/20 Hand wash Policy at all stations
Salt
Klungkung regency  Hand wash facilities water temperature should reach temperature of
extracted salt from the 38ºC
Pink Himalayan
6 mountain near by All
salt
Khewra Pakistan
 RESTAURANTS + BARS CLEANING PROTOCOL
GENERAL KNOWLEDGE
 Disinfect tables and furniture after every guests seating! Usage of re-useable
items such as placemats, salt & peppershakers, must be removed for cleaning FBS PROGRAM
after each seating. Try to avoid re-useable items at all times DINE AT LAGUNA BY CHRIS SALANS, KULKUL BAR, 8 JANUARY – 6 FEBRUARY
2021, EVERY FRIDAY AND SATURDAY FROM 6:00 PM TO 10:00 PM
3. GUEST VOICE ACHIEVMENT
An evocating beach-front dining pop-up concept, Dine at Home by Chris
Salans. Chris Salans, the founder of Mozaic restaurant, is renowned for his high
culinary standards and creativity in incorporating Indonesian flavors into
European cuisine that suits your dietary preferences.
 Signature menu : IDR 450,000++ per person Food only / IDR 700,000+
+ per person including Cocktail pairing
 Vegetarian tasting menu : IDR 350,000++ per person / IDR.600,000++
4. BE AUTHENTIC MOMENT per person including cocktail pairing

GLOBAL EXPLORERS BRUNCH at ARWANA RESTAURANT, EVERY SUNDAY FROM

12:00 PM TO 3:00 PM
“Global Explorer Brunch”, a fun travel-themed a la carte Sunday brunch with
exciting pass arounds and Indonesian inspired dishes which will take you on a
culinary journey around the world. Choose your table either at the beachfront
or dine al fresco while listening to chilled out tunes from our saxophonist,
while the little explorers can enjoy fun activities such as treasure hunt, kite
making and face painting. Travel Packages Start at IDR 550,000++ per voyager
inclusive of free-flow beverages Little explorers aged 12 and below, dine for
free limited seatings, advance booking is required.

BALINESE CULTURE NIGHT & MEGIBUNG “RIJSTTAFEL” at ARWANA

RESTAURANT, EVERY THURSDAY FROM 6:00 PM TO 10:00 PM
Immerse yourself in an authentic Balinese evening. The enriching journey
commences with a handwash ritual upon entering the restaurant followed by a
series of local performances such as a Fire Show Ritual, Balinese Dance &
Hanoman performance. Enjoy a Megibung “Rijsttafel” dining experience,
featuring a medley of authentic Balinese cuisine from across the entire Island
served family-style.
IDR 300,000++ per person / IDR 150,000++ per child aged 12 - 18 years old,
Kids below 12 years old dine for free
Add Live Lobster per piece (400 gram) IDR 400,000++

EPICUREAN JOURNEY-COOKING CLASS
ONE DAY IN ADVANCE BOOKING IS REQUIRED, IDR 1.100.000++/Person,
Minimum of two participants required, Daily 07:00AM - 12:00PM, Join our
expert chef on a visit to Kedonganan Fish Market, Upon returning to the
resort, enjoy a hands-on Balinese cooking class and luncheon using your
very own hand-picked ingredients.
ROMANTIC ISLAND DINNER
ADVANCE BOOKING IS REQUIRED, ARWANA RESTAURANT DAILY, 3 Course
Menu (Food Only: IDR 1.750.000++/Couple - Wine Pairing: IDR1.250.000+
+/Couple), 5 Course Menu (Food Only: IDR 2.150.000++ /Couple - Wine
Pairing: IDR1.250.000++/Couple)
This exceptional offers is valid until 30 September 2020 and stay before 31
December 2021. *Terms and conditions apply
Night Report Topics / Daily information
Associates should updated the all information from the night report that
shared by venue manager in the morning, there are some of information on
the night report that we need to highlight, please see the example night report
picture below
1. OCCUPANCY

SOCIAL HOURS - HAPPY HOURS

KULKUL BAR & ARWANA BAR DAILY 6PM-7PM, 2 FOR 1, Enjoys 2 Drinks
for the price of 1 including selected wines, beers, exquisite cocktails &
mocktails/

2. INHOUSE GUEST
ROOM PROMOTION Vip Welcomes, Vip Farewells , Inhouse guest, Long staying, Guest Birthday,
Di Indonesia Aja Family Excursion Special attention guest, Explore rate & Guest incident from yesterday case
This offer starts from IDR 1,400,000++ per night and includes:
A stay in a Deluxe Garden View Room and daily breakfast for two adult.
Kids meals are free. Up to two kids, for 12 years old and under.
Complimentary one extra bed per room. Free activities for the young.
Global Explorers

Romance Getaway
This offer starts from IDR 1,950,000++ per night and includes:
A stay in a Deluxe Garden View Room and daily breakfast for two adult. In
room honeymoon set up. Resort Credit value of IDR 750,000++,
redeemable for food & beverage consumption, room upgrades, spa
services and more. Late check-out (subject to availability)

The Laguna Culinary Journey

This offer starts from IDR 1,600,000++ per night and includes:
A stay in a Deluxe Garden View Room. and daily breakfast for two persons.
An enchanting dinner for two persons.
THE LAGUNA LUXURY COLLECTION RESORT & SPA
F&B HAND BOOK 2021
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