Food & Beverage: Restaurant Service: HDC Sop'S

FOOD & BEVERAGE: SERVICE
Policies and Standard Operating Procedures
HDC SOP’s
FOOD & BEVERAGE: RESTAURANT

SERVICE
POLICIES AND STANDARD OPERATING

PROCEDURES
Standard Operating Procedures
F&BS – 001 Restaurant Reservations Ok

F&BS – 002 Sequence of Service Revised
F&BS – 003 Lunch and Dinner Table Set UP Revised
F&BS – 004 Greeting and Seating Revised
F&BS – 005 Napkin Opening Ok
F&BS – 006 Menu Presentation Ok
F&BS – 007 Taking Food and Beverage Order Ok
F&BS – 008 Service of Tea and Coffee Revised
F&BS – 009 Clearance Methods Revised
F&BS – 010 Clearance of Ashtrays Bar
F&BS – 011 Glassware Polishing Ok
F&BS – 012 Cutlery Polishing Ok
F&BS – 013 China Ware Polishing Ok
F&BS – 014 Personal Hygiene and Uniform Revised
F&BS – 015 Handling Guest Checks Ok
F&BS – 016 Table Reset Revised
F&BS – 017 Complaint handling Ok
F&BS – 018 Returned food Ok
F&BS – 019 Bill OK
F&BS – 020 Personal appearance OK
F&BS – 021 Uniform Revised
F&BS – 022 Suggestive selling Ok
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F&BS – 023 Greeting Ok

F&BS – 024 Bar station setup Bar
F&BS – 025 Back station setup New
F&BS – 026 Miss-in-place for dining and bar lounge New
F&BS – 027 Pet policy and baby sitter Ok
F&BS – 029 Organizational Chart Not Yet
F&BS – 030 Service F&B Ok
F&BS – 031 Special Food Needs Ok
F&BS – 032 VIP Room New
F&BS – 033 Serving Chinese Tea New
F&BS – 034 Serving Pecking Duck New
F&BS – 035 Flow of guest endorsement New
F&BS – 036 Guest details slip New
F&BS – 037 Sitting Arrangement New
F&BS – 038 Offering Deposit cloths or bags New
F&BS – 039 Soiled Linen New
F&BS – 040 Serving hand towels New
F&BS – 041 Lounge service New
F&BS – 042 Tips New
F&BS – 043 Dress code New
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STANDARD OPERATING PROCEDURES
Department Food & Beverage: Service

Task RESTAURANT RESERVATIONS
Responsible for SOP Food and Beverage Service Manager
Date Issued
Document Reference # F&B S 001
Policy
Table bookings will be taken for all restaurants as the following:
Guidelines
All reservations are done directly or by guests who are frequently visiting the Restaurants.
Most complaints are due to miscommunication between the hostess/ regarding details such as
the view, timing of reservation, number of persons booked or table preferences. An additional
problem is that guests tend to turn up at the wrong outlet or at the wrong time.
Procedures
Booking Process Food & Beverage (Guests)
Reservation will be taken directly by each restaurant straight on the reservation book/ System and
whilst the restaurant is closed the reservation will be taken the F&B Secretary for all the
reservation to be taken.
The following details will be noted on the reservation form:
 Name and number of guests
 Restaurant name, dining day and time, smoking, non smoking, baby chair, other (Special
Occasion)
Preferences of guest and mobile number
 The name of the person who has taken the reservation, the date and time.
 Ensure all details are confirmed to the guest. Advise the guest
Of the appropriate dress code for the restaurant and inform that the reservation will be
held for 30 minutes after the ‘dining time’ before the table is released. Thank the guest.
Booking at F&B Office will be handled as follows:
 F&B office will communicate reservations to restaurants

 Hostess will call the guest and confirm availability of the booking as
Per requirements and mention the details of the reservations as advised by F&B office.
 In cases where booking requirements cannot be accommodated
 All guest booking to be taken straight to the Reservation Book designated to each
Restaurant outlet.
 All Reservations off hours to be diverted to F&B office
\
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Task SEQUENCE OF SERVICE
Date Issued
Greeting & Seating
 Make yourself aware of customers at all times and maintain a general care of them as
they are walking into the restaurant.
 Greet the guest within 15 seconds in a pleasant and friendly manner.
 Ascertain guest’s name and use guest’s name at each appropriate moment.
 Ask the guest for his/her table preference ie Round table, corner table, VIP room or prefer
to have aperitif at the lounge before lunch, or dinner
 Ask the guest to follow you and lead the customer; do not be led by the customer. Always
look back to see whether guest is still following.
 Seat guests only at fully laid tables and assist with seating, ladies first. Ensure the guest
is seated within 1 minute of arrival.
 Always offer chair assistance following the proper procedures ladies first etc.
Initial Introduction
 Greet the guest by the time of day and welcome them to the restaurant.
 Explain accordingly the dining options i.e. Set menu, or al a Carte.
 Remove any extra covers not required.
 Offer some pre-meal drinks.
 Respond to request of drinks accordingly and serve using service tray within 3 minutes of
ordering.
Menu Presentation and Orientation
 Present menu open and begin with children, ladies, men and host last.
 Always offer a menu orientation, but don’t automatically give this, only act when a guest
Requests this option.
 Inform of any special items and provide full explanations.
 If the guest has preferences, provide suitable recommendations.
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 Ensure you have detailed knowledge of the products (food & beverage), the menu and
the ingredients.
 Prepare pen and order taking pad before approaching the table within 5 minutes of giving
the menu.
 Stand correctly and maintain eye contact when talking to the guest.
 Maintain conversation throughout the order taking process.
 Start with ladies first, followed by gentlemen and always the host last (if host is a lady
take her order after the last lady guest).
 Obtain necessary cooking requirements (preferences) and be ready to accommodate any

off menu requests.
 Repeat the order to the guest straight after taking his/her order, “Excuse me Mr. XXX,
may I repeat the order”?
 Always thank the guest.
 Place the order with the kitchen and indicate to the Chef any special requests.
Service
 Ensure that cutlery is changed to accompany the order.
 Review the table for extra drinks; always offer the guest a refill if their drink is nearly
empty i.e 1/3.
 Change ashtrays on a regular basis. (Available on bar, lounge)
 Offer extra napkins if they fall on the floor or appear dirty.
 Serve order when ready from the Kitchen, when presenting the dishes present as follows;
1st children, 2nd ladies, and then gentlemen followed by the host last.
 Starter is to be served within 6 minutes of order and served form the right hand side
where possible.
 Main course is to be served 15 minutes maximum after the starter was finished or 20
minutes when no starter was ordered.
Check Back
 Check back – always return to the table to enquire if everything is satisfactory. “Excuse
me Mr. XXX, is everything to your satisfaction?
 Keep checking on the Table and insure to anticipate guest needs.
Clearance
 Clearance: DO NOT CLEAR ANY PLATES BEFORE EVERYBODY HAS FINISHED (in
case of A La Carte), start with children, ladies, gentlemen (host last). Remove all cutleries
that were placed for the particular dish.
(if any guest ask for clearance before all finished clear the plate of whom had asked only)
 Re-check the table for any additional service points. Extra cutlery to be placed if required,
change ashtrays if required.
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 Dishes to be cleared within 3 minutes of all guests’ finishing. Serve and clear next course
to the same standards as appropriate and remove additional side plates & cruets using a
round service tray
Crumb Down
 Wipe down the table if appropriate with a napkin/Bread Crumber and side plate. Never
wipe crumbs onto the floor.
Dessert
 Offer desert menu to the guest

 Take the desert order
 Place desert cutlery if not already placed.
Hot Beverage Service
 Offer the guest the option for coffee or tea: “May I offer you a selection of coffee or
Japanese tea, Mr. XXX?”
 Offer the guest choices for tea and coffee i.e. Chinese tea, espresso etc. Offer additional
coffee or tea refills.
 Use service tray and serve within 5 mnts of order, 5 mnts of the dessert being cleared or
with desert if guest requested it
Check Presentation
 Never present the check to guests without first being asked.???????????

 Ask the guest if there something you can do while having tea coffee, and present the
check saying for your most convenient time Mr. XXXXXX
 Ask the guest whether everything was to their satisfaction.
 Ensure check is accurate; this should be presented within 1 minute of being requested.
 The check must be clearly itemised and correct, and presented with a appropriate pen in
a clean
bill folder.
 Handle discounts where applicable obtaining relevant details such as Guest Name,
Signature and ID number”..
 Never stay behind the guest when he is paying
 Check if guest forget something before his departure
 Cash payment receipt to be automatically offered.
 Credit Card – associate must verify signature or use PIN.
 Thanks the guests for visiting our place
Departure/Farewell
 Thank guest by name and wish them a pleasant evening.
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Task BREAKFAST LUNCH AND DINNER TABLE SET UP

Responsible for SOP Food and Beverage Service Manager.
Date Issued
Procedures
Furniture
 Table should be steady and in good condition, free from any scuff/scratches.
 All furniture should be clean, in good repair, and matching other furniture.
 Table/chair legs should be free from any scuffs/scratches.
 Chairs must be positioned close and straight to the table.
 Baby chairs should be clean, in good condition and available on request.
Linen (Table cloth & Napkins)
 All linen is to be placed and folded in accordance with the relevant restaurant standard.
 All linen must be free from any tears and stains and no odors.
 All linens should be wrinkle free.
Cutlery and Crockery
- Should be as follows:
 One (1) dinner fork
 One (1) dinner spoon
 One (1) set chopstick
 One (1) Show plate
- Cutlery must be clean, well polished and used for its intended purpose.
- Crockery should be clean, free from chips and matching in accordance with other crockery
being used.
Glassware
 Glassware should be clean and free from any chips or cracks.
 Water Goblets (If water service is applicable.)
Candle
 Candle holder keep in center of table (Depending on what is agreed as standard)

 Should be clean and well maintain
Make sure to check fuel before the service start and refill.
Printed lists
Menu, Drink lists and other lists should be clean and without tear.
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Task GREETING AND SEATING
Date Issued
Greet the Guest
 Guest should be greeted or acknowledged by the Hostess, Headwaiter or the closest staff
member within 15 seconds upon entering the restaurant.
 Guest should be greeted in a friendly and pleasant manner. Associates should always smile.
 Always use eye contact with the guest.
 The waiter/waitress should ascertain the guest’s name and this should be used
throughout interactions where possible. Don’t be afraid to ask the guest how to pronounce the
name if unsure.
 Greet guest with the time of day i.e. Good morning, Good evening Mr./Mrs. XXX.
Special Requests
 Check the availability of tables.(If the table is not available apologize to and offer another
table closest to the guest preference.
 Ascertain guest’s name.

 Guest should be asked their table preference Inform guest smoking is only allow in the bar
 Ascertain number of persons.
 Use guest’s name.
 Guests should be offered the choice if available whether they would like a window table or if
they have any special requirements e.g. child seat.
Seating the Guest
 All guests should be seated as soon as possible upon arrival.
 The Hostess/ Headwaiter should show the guests to their table.
 Pace your walk according to the guest and look back to see if guest is following and wait
when necessary. (Pacing is at least 2-3 step ahead of the guest/s)
 Always use the least distance going through the guest/s allocated table.
 Never say to the guests: follow me, but rather say: This way please.
 The host/waiter should always seat the guest at a fully laid table. Remove covers
where applicable
 Chair assistance should always be offered to the guest. (If applicable politely assist the
guest/s in taking off His/ Her suit or jacket.)
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 Offer guest the lounge for the pre meal drink.
 After seating the guest/s inform them of the staff that will attend them very shortly.
 Ensure that you seat ladies first, then gentlemen and host last
 Use baby chair if requested
Menu List Orientation
 Menu’s and Beverage lists should be offered and any specials should be explained.
 Pre meal drinks should be offered immediately
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Task NAPKIN OPENING

Date Issued
Procedure
 Use fingertips to pick up the folded napkin from the table.
 This should be carried out from the right side of guest.
 Avoid direct contact with the guest.
 Hold the napkin by its edges, fold it in a triangle and place it gently on the guest’s lap.
When placing the napkin on the lap of the guest verbally say to the guest ''Excuse me
Madam/Sir, your napkin''
 Avoid body contact with the guest.
 Smile
 If the guest leaves the table at any time, neatly fold the napkin and place on the side of the
table next to the B&B
10

Task MENU PRESENTATION
Responsible for SOP Food and Beverage Manager

Date Issued
Body Position
 When presenting the menu stand to the right hand side of the guest
 Avoid direct guest contact.
 Avoid leaning over the guest
 Maintain eye contact when talking with the guest.
 Always smile. (when appropriate)
Menus
 Menus should be clean, in good condition, free from any stains and bad odor.
 Check for Correct Menu according to the time of the operation of the day.
 Check that you present the guest with the menu of their preference if available i.e. English
/Arabic.
 Restaurant Manager, Headwaiter and all subordinates should be aware of any item that is
not available on the menu.
Present the Menu
 The menu should be presented from the right hand side open at the first page.
 If children are present they should be presented with the menu first.
 If no children are present then ladies should be presented with the menu first, followed by the
gentlemen, the host will always be last. If host is a lady she will then be presented with the
menu last amongst the lady.
 The menu should be presented already open on the first page.
 Always use guest name where known, at least that of the host.
 Announce to the guest “the menu Sir/Madam”
Menu/Product Knowledge
 Always inform the guest of any specials of the day.
 Be sure you are able to answer any queries from the guest regarding menu items. If not
known, ensure that you follow up and confirm back to the guest.
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 Try to accommodate any reasonable off menu requests, i.e. additional condiments, sauces,
dietary requirements etc.
 Inform the guest if anything from the menu is unavailable.
 If during middle of the restaurant service; kitchen runs low of any menu items the Chef is to
update the Restaurant Manager or the Headwaiter of the situation and the latter to
communicate the information to all concerned staff and as well update the MICROS.
 If there is any special food request made to the waiter/waitress, just always remember to ask
the guest if its an allergic request if it is, to channel the information to the Chef and Restaurant
Manager/ Headwaiter.
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Task TAKING FOOD & BEVERAGE ORDER

Date Issued
Taking Beverage Order
 Waiter/waitress should have good product knowledge of the food and beverages available
within the establishment to assist guests when required.
 Ladies beverage orders should be taken before gentlemens’. If children are present their
beverage orders should be taken first.
 If host is a lady, her order will be taken last amongst the rest of the other ladies then
gentleman last.
 Be able to recommend drinks with the appropriate meals.
 Ascertain preferences, i.e. ask guest if they prefer ice in their drinks.
 Always offer water (ascertain type of water i.e. still/sparkling) in addition to other beverages.
Write Order Correctly
 Write K.O.T as per food order. Order should be taken within 2 minutes of beverage order
or when the guest is ready.
Confirmation
 Ensure the order is repeated slowly and clearly back to the guest to prevent any mistakes
from occurring.
 Check back with the guest that the order is correct and understood.
 Check and write any missed out orders.
 Inform guest of cooking time if there are food orders that will take more time than the
regular menu item/s.
 Thank the guest
 Gather together the menus
 Return the menus to the service sideboards
Serve drinks accordingly, within 5 minutes of ordering.
Place Cutlery
 Place cutlery in accordance with the meal requirement i.e. fish knife and fork for fish, steak
knife and fork for steak etc.
 Placing of extra cutlery is carried out from the right hand side of the guest.
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 For children who are seated in baby chairs, place cutlery set (one knife, one fork and one
spoon). NB. Plastic cutlery opetion must be available at all times.
Serving Food
 Ensure that the starter is served within maximum 10 minutes of order.
 Main course should be served 15 minutes after starter has been removed or within 30
minutes if no starter was ordered.
Taking Tea/Coffee Orders
 Always automatically offer the guest tea/coffee after their meal.
 Whether a guest requires tea or coffee, offer a selection of both beverages.
 Ascertain preferences, for example cappuccino, regular, decaffeinated.
 If tea is requested then offer the guest a selection of teas on his table for his choice.
 Ask the guest whether hot or cold milk is preferred.

 Confirm back the order with the guest. Write order correctly
 Serve orders, Refills should always be offered.
Acknowledgement
Always thank the guest and use the guest name whenever possible.
N.B. Some food items have special requirements. For example, steaks; always ask the guest
who order steak “how would they like their steak cooked?”
Rare= R
Medium Well = MW
Well Done = WD
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Task SERVICE OF TEA/COFFEE
Date Issued
Coffee/Tea Service
 To be carried out after service of dessert or when requested by the guest.
 All crockery used in tea/coffee service should be clean, free from any stains and chips.
 In the case of filter coffee offer to pour for the guest.
Sugar Selection
 An assortment of branded 8 white and 8 brown sugar sticks must be provided as well as 8
sweeteners.
Tea
 A variety of Tea should be offered.
 Ensure that all teas are within their shelf life.
Tray for Service
 Prepare tray for Coffee service:

 Coffee cup/saucer/teaspoon
 Sugar bowl
 Jug with milk (Always check milk quality and freshness)
 Coffee pot (Always check condition; must be free from any stain and
chips
 Chinese petit to be served
 Tea Order:
 Tea cup/saucer/teaspoon
 Sugar bowl (3 kinds)
 Jug with milk (Always check quality and freshness)
 Tea pot with boiling water
 Hot plate for tea pot
 Hot water cup
 All trays should be clean and well polished.
Service of Tea/Coffee
 Place tea / coffee cup with saucer and teaspoon on the right hand side of the guest.
 Serve from the right hand side whenever it’s possible.
 Tea/coffee pots should be placed beside the cup.
 Milk / sugar bowl should be placed in front of the guest.
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Use of the Coffee Pot
 For coffee orders
 Pour coffee from the right hand side where possible
Coffee types (other than filter coffee)
 Cappuccino
 Latte
 Espresso
 American coffee
Service of Espresso
 Demitasse cup / spoon / saucer
Service of Cappuccino
 Coffee cup/saucer/teaspoon
 Always sprinkle chocolate powder on top of the cappuccino
 Sprinkle cinnamon powder only when requested by the guest.
Fortune cookies
 To be served to guest when they order tea/coffee separately.
 Fortune cookies to be served on a side plate.
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Task CLEARANCE METHODS
Date Issued
Clearing Methods
 Plates should be cleared within 3 minutes of all guests finishing their meals. Unless requested
by the guest otherwise.
Clearance of plates
 Use the two-plate clearance method.
 Use left forehand for stacking. (Stack maximum 4 Plates.)
 Right hand for clearance.
 Crockery/cutlery should be cleared on a buss tray into the stewarding area of the kitchen.
 Always clear from the right if space allows
 Avoid guest disturbance
 Clearance to be carried out course by course
 Associates should remove side plates, side knives, and cruets on completion of main course.
 Condiments that comes with any dish to be cleared upon completion of that dish.
Clearance of Cutlery
 Respective cutlery also to be removed, course by course- avoid guest disturbance
 To be carried out by using a tray once the food order has been taken. Extra cutlery should be
placed at this time depending on the guest order i.e. soup spoon to be placed if the guest has
ordered soup, steak knife and fork to be placed if steak has been ordered.
 Covers where no guest is seated should be removed all together with the cutlery.
 This should be carried out from the right hand side if space allows.
 Always ask for a refill.
Clearance from Side Station
 When clearing side stations, never disturb the guest if they are passing i.e. always let a guest
through first when passing your way.
 Carry out clearance by placing all used equipment on a clearance tray.
 Stack equipment neatly and in an orderly fashion.
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Clearance of Glasses
 Empty glasses to be cleared by using a service tray.
 Always from the right if space allows.
 Avoid guest disturbance.
 Replace glasses where necessary
 Always clear empty/soiled glasses by its base/stem.
 Do not overload the tray to prevent breakages from occurring.
 Clear into the stewarding area of the kitchen.
Crumbing Down the Table ( If Applicable)
 Crumb down the table from the right depending on the table position.
 To be carried out throughout the service.

 To be carried out using a side plate and a “ramasse miettes”, (Bread Crumber)
Placing Extra Cutlery
 Automatically offer desserts after main course.
 Before sweet/dessert is served ensure the desserts cutleries to be adjusted on the table.
18

Task CLEARANCE OF ASHTRAYS (BAR Lounge)
Date Issued
Clearing Ashtray
 Ashtray should be clean and free from any chips/stain.
Service Tray
 Should be clean and well polished
 Ashtray to be placed on the service tray
Procedure
 Carry clean ashtray on a tray, presented as above.
 Clear dirty ashtray:
 Clean ashtray to be placed on top of dirty ashtray
 Remove both ashtrays from the table on to the tray.
 Avoid ash spilling.
 Once the dirty ashtray has been removed, place clean ashtray on the table.
 This should be carried out from the right hand side if space allows.
Clearance
 Ashtrays should be cleared after each cigarette has been finished.
 Ashtray should be clean before placing food on the table.
 Ashtrays to be checked and cleared after every course or when required.
19

Task GLASSWARE POLISHING
Date Issued
Choose Equipment
 Select glass cloth- Cloth should be clean, dry and absorbent and free from any odour.
 Select bucket with hot water- Water should not be too hot; the bucket should be clean and
free from any odour.
Method
 Hold glass stem and dip the mouth in the water
 Hold one end of the glass by the stem and use the other hand for wiping.
 Ensure that the glasses are not chipped and that there are no fingerprints/ marks on the
glass.
 Place the wiped glass on a clean rack/clean tray
 Change cloth once per rack
N.B. The above S.O.P. is to be followed only after the glassware has been passed through the
dishwashing machine
.
20

Task CUTLERY POLISHING
Responsible for SOP Food and Beverage Service manager
Date Issued
Choose Equipment
 Select cleaning cloth- Ensure that the cloth is clean and absorbent. Only use discarded
linen cloths. DO NOT USE NAPKINS AT ANY TIME.
 Select wine bucket with hot water- Make sure the bucket is clean and free from any odour.
 Prepare empty plastic cutlery rack- Check that the rack is clean.
Method
 Ensure the cutlery is not damaged in any way.
 Have the empty cutlery rack in front of you.
 Place the cutlery in hot water bucket
 Take one end of the linen cloth and lay on your left hand. Take some cutlery, holding them in
your left hand, take the other end of the linen cloth and by your right hand start wiping them
one by one.
 *Note: Do not touch the cutlery with your hands
 After it is wiped place in the cutlery rack
 Dinner/Steak knives should be polished with its serrated edge facing the left side thus to
avoid damaging the cloth.
Standard
 Whilst wiping check if the cutlery is clean and completely dry.
 All cutleries should appear without stains/smear marks, and should be well polished.
 Use empty rack to place clean unused cutlery in.
 Ensure when placing cutlery on the table that it is to the required standard.
N.B. The above S.O.P. is to be followed only after the cutlery has been passed through the
dishwashing machine.
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Task CHINA WARE POLISHING
Date Issued
Choose Equipment
 Select Cleaning Cloth- Only cloths, which have been issued from the linen room, should be
used. The cloth should always be clean and free from any odour.
DO NOT USE NAPKINS AT ANY TIME.
Method
 Hold plate in one hand and use the other for polishing each chinaware item.
 Chinaware should be free from any chips, stains and food debris.
 Chinaware are polished from both sides.
N.B. The above S.O.P. is to be followed only after the chinaware has been passed through the
dishwashing machine.
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Task PERSONAL HYGIENE AND UNIFORM

Date Issued
General Rules While on Duty
 Wash your hands regularly, certainly after each visit to the toilet.
 Do not scratch and touch skin, hair, ears, nose etc, as bacteria are present on the skin, which
can cause possible risk when it is transferred. If you do have contact you should wash your
hands immediately.
 Always wash your hand (starting from the wrist up to the fingertips) thoroughly using
approved soap and then apply sanitizing lotion/liquid.
 Always take a bath/shower daily before reporting for work.
 Always use deodorant body spray only if perfume are used do not use over powering
perfume.
 Do not smoke whilst on duty.
 Do not chew gum or food whilst on duty.
 Do not pull or stroke hair in public.
 Wash hands and face in designated areas only.
Uniform Cleanliness
 Cloth Uniforms
 Wear issued uniform as specified by Management
 Check the uniform that you collect from the Building Security is clean, free from tears and
frays and well pressed.
 Check that the uniform has the correct number of buttons and that none are missing.
 Trousers should be at the correct length i.e. not too short or too long.
 Use plain / simple belts if required.
 Name Badges
 Badges should be clean and worn at all times. These should be worn in upper left
position for guests to see.
 Shoes
 Well polished and not damaged.

 Shoes and socks should both be black
 Shoes should be with simple lacing no big ornamental buckles.
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 No high heel or platform shoes are allowed.

 Skin Color stocking must be worn for the ladies if wearing a skirt
 Jewellery
 Do not wear bracelets, ornament rings or necklaces, long earrings whilst on duty.
 Tattoo
 No visible tattoo allowed
 Must be covered
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Task HANDLING GUEST CHECKS

Date Issued
 Guest checks should be opened immediately the first order is taken.
 The waiter should ensure that the guest check is updated and reflects exactly what the guest
has ordered by punishing orders immediately.
 Guest check should be presented in a clean bill folder within 3 minutes of guest’s request.
 Official receipt (print out only, no hand-written additions) will be offered without being asked.
Guest checks will only be split on guest’s request.
 Correct change will be given upon cash payment. (Always double check the amount in the
cashier area before going to the table, cash case)
 Guest check payment process will be completed within 3 minutes of guest being ready to pay.
If the bill is settled by credit card the guest’s name will be used.
 Make sure to give the guest the correct receipt (customers copy) and keep the merchant
copy. (Credit card case)
25

Task TABLE RESET

Date Issued
 Table will be cleared within 5 minutes after being vacated by guest.
 Dirty tableware will be placed in the dishwashing area in an organized way and according
to the agreed standard.
 Table, chairs and seats will be completely wiped down and free from stickiness and
crumbs. If necessary, floor will also be cleaned.
 Table reset will be according to the required l table set up, (Breakfast, Lunch or Dinner)
 Table clothes should be free of stain, hole, and wrinkles
 Use the S shape method of cleaning always hold a plate in your hand for collecting dirt,
crumbs
26

Task COMPLAINT HANDLING
Date Issued
 All employees with guest contact will attend a special training course on complaint
handling
 Always listen calmly to the complaint of the guest.
 Show understanding for the guest’s complaint, apologies and immediately inform the
manager on duty.
 Manager will give appropriate compensation when necessary in the absence of manager
Supervisor.
 If customers are not satisfied with the apology and compensation given, the manager will
be called immediately to assist.
 Staff will always inform their manager about any customer complaint and subsequent
action to enable appropriate follow-up.
 Written reconfirmation (if necessary) will always be done according to set standards, by
the manager personally or by the Operations Manager/ Brand Manager.
 All correspondence from guests (complaints and compliments) will be answered within 48
hours.
 Never argue, interrupt a guest while issuing a complaint.
 Never over sympathize with the guest, just give adequate responses and act accordingly.
 Take note of guest complaints and insure to communicate all facts to the manager.
27

Task Returned food
Date Issued
 Returned food:
 A guest suggests that the fish served is’ off’. The following steps should be taken:
 Apologize to the guest.
 The dish should be removed to sideboard to be returned to Chef at hotplate.
 The guest should be offered the menu and asked if he/she prefer to choose something
else as an alternative.
 A special void slip for the voided item with the description and signature of the authorized
manager/headwaiter also the signature of the chef is required; this shows the dish being
returned and what the guest is having in its place.
 A fresh cover should be laid.
 The new dish should be collected as soon as possible from the hotplate.
 It should be served to the guest.
 The waiter must ensure that the chef receives the dish being returned and checks it
immediately, because it may mean that the particular dish concerned has to be taken off the
menu to prevent the chance of food poisoning.
 The policy of the establishment would dictate whether or not the guest is to be charged
for the alternative dish.in case of bad food served an alternative plate should be offered with
no charge.
Prevent Re-Use
 Any food item found to be short expiry/within expiry should be removed immediately from use
and identified by making a spoilage report/damage of the product.
 No expired items should be in circulation or in daily use at any time.
28

Task BILL

Date Issued
Billing system:
The billing method is usually found running in conjunction with the duplicate. The waiter opens a
bill in duplicate according to the table number on the food check. All sets of bill are serial
numbered for control purposes.
The system used for this delicate operation is the Micros Hospitality system.
Micros main idea is pre prepared icons with the food or beverage titles, price and rout to the
appropriate slip printer found in the hot/cold section in the kitchen and the beverage preparation
area.
The Headwaiter/Captain/Waiter will open a table, choose the number of guest per table (reports
will give the average per guest at the end of the working day) and choose the ordered items, it will
be saved on the tables check and sent to the appropriate K.O.T Printers.
Staff can always specify or modify or specialize the order (well done/E.O.S/No Make/No ice)
Whenever the guest asks for his check it will be ready to print and taken to the table with the
branded folder.
Payment:
There are 3 basic methods of payments:

1. Cash is the traditional method (the cashier must have a daily exchange list of the most
currency available in the host country)
2. Credit Card/Debit Cards: Again introducing the serial number of the card itself in the
micros that check the validity of the card and close the bill. A separate CC Machine
(Credit card Machine) will acquire the payment directly from the guest bank account.
Pre-Paid (Post Master Account):
The billing method happens when pre-payment is perhaps required for a specific occasion or
event and allows the organizer to determine exact numbers prior to the day. In this instance, upon
arrival at the event, admission or receipt of food is obtained by handing in one’s ticket or card.
Voucher:
Here a customer has perhaps been issued a credit card by a third party, his/her employer, in the
form of a luncheon voucher. This voucher can be exchanged for like goods, food and non-
alcoholic beverages to the maximum value indicated by the voucher. Should the goods requested
come to less than the sum shown on the voucher, no cash may exchange hands to make up the
difference to the purchaser. However, should the cost of the goods requested exceed the sum
shown on the voucher, then the customer must pay the difference to the supplier of the goods.
In the same way vouchers may be issued to a specific value, to be given in exchange or part
exchange for goods or services received. The supplier of the goods or services to claim cash
owing from the employer, firm, then uses these credit vouchers or agency that issued them in the
first instance.
29
No charge/complementary/A&E:
This is where no charge is made to the customer receiving goods or services. He/she should be
asked only to sign for the goods and services received and the bill should then be sent to the firm
or company supplying the hospitality.
In some instances the customer will be required to show some type of official form or letter
authorizing that the hospitality may take place.
Deferred (City Ledger):
In deferred billing a service has been requested by an individual, firm or company, which has
been confirmed and taken place. The bill for the total services received is then sent after the
event and will be paid by the organizing person or body. Payment in this manner will normally
relate to function catering events
30

Task PERSONAL APPEARANCE
Date Issued
Personal appearance
Your overall image is our image. You make a distinct impression on each of our guests. The
image you create can enhance or detract from our overall concept and the way our center is
perceived in the minds of the guest. You are entrusted with handling our guests’ needs and must,
therefore, reflect cleanliness and wholesomeness at all times.
Always remember….
 You are responsible for keeping your uniform neat and clean at all times. There is no
excuse for reporting to work out of uniform.
 Do not wear scented lotion on your hands, as it clings to glassware.
 A smile is a part of your uniform.
 At no time will employees chew gum or eat while in the public areas of our store.
 Do not report to work with an un-pressed or dirty uniform, or un-kept hair.
 Do not wear excess jewelry.
 No visible tattoos
31

Task UNIFORM
Date Issued
Uniform
When you walk through the front door of the center,” YOU ARE ON.” You will be informed of the
uniform requirements when you start with us. Your designated uniform also includes a
CONTAGIOUS, ENTHUSIASTIC ATTITUDE. You are required to enter the building for your shift
in FULL UNIFORM. You are also required, when you leave the building, to be in FULL UNIFORM.
Your uniform includes the following, without exceptions:
 At least two pens.
 Captain Order
 Matches (BAR)
 Bank.
 Smile.
 Opener
 Micros card
32

Task SUGGESTIVE SELLING

Date Issued
SUGGESTIVE SELLING
Selling is a part of everyone’s life. You had to sell the (center name) Management team on your
ability as a bartender. Our customer is “sold” on (Center name) before they come in. If they enjoy
themselves, chances are they will return and “us” to someone else.
People don’t like to be “SOLD”. Effective suggestive selling is subtle. You are doing the guest a
favor, looking after his best interests by offering your knowledge and expertise and making honest
recommendations.
Many of our guests are not familiar with our daily specials. As their intermediary, you are in the
position to smooth the way for a confused guest. Above all, be sincere and honest. Always do
what you truly believe is in the “guest’s” best interest. Recommend items you know are superior
and you are certain they will enjoy.
NEVER EVER SELL! Always allow the guest to finish ordering before you start suggesting. Be
aware of what the guest is ordering and make sure he understands what he is getting.
Read your guests and suggest appropriate cocktails:
 On a chilly evening, “Would you like to try a cafe late?”
 To businessmen, “Would you care for a frappucino?”
 With party people, “How about a strawberry daiquiri?”
 An older couple, “Would you like a green tea?”
If guests seem to be in a hurry, suggest that they eat at the bar, instead of waiting for a table.
Busy lunch shifts are a great time to greet guests and invite them to have a lunch at your bar.
33
Do not confuse suggestive selling with overloading your guests with beverages or food. Your goal
is a satisfied guest who enjoyed their experience and wants to return.

Task THE GREETING
Date Issued
Your greeting is the first impression given to the customer, so strive to make it special. Always
greet the guest with a smile, a welcome, and your name. Demonstrate some aspect of your
personality. Change it around: using the same greeting every time sounds mechanical.
Approach your guest(s) as soon as possible. If you can’t get to a new guest within 30 seconds, be
sure that you at least acknowledge them by eye contact and verbal contact. The first thought
going through a guest’s mind is,” Am I going to be waited on?” You can notice the person visibly
relax when you say, “I’ll be right with you.”
Make sure to escort the guest on the way in, they should never wonder around by themselves. If
the hostess is busy the nearest team member should approach directly and with no hesitation,
whatever the info feed the employee should pass it to the hostess and the captain in charge of the
section.
34

Task BAR STATION SETUP
Responsible for SOP Food and Beverage service Manager
Date Issued
The well station is set up at each location behind the bar. This station is designed to maximize the
bartender’s speed and efficiency in preparing commonly ordered drinks.
Each highball station should be set up in the same manner so that bartenders are not searching
for product as they move around the bar.
Guidelines for this station include:
 Cubed ice in the bin with the ice scoop placed handle up in the ice, Mixer and soda gun
on the right hand side of the station.
 Mixing mat placed in the trail, 2 mixing tins, and the bar strainer to the right, Bar spoon in
a designated area.
 All necessary garnishes in their proper containers (limes, etc…)
 Straws, napkins in the napkin holder-organized and in easy reach.
 Well Non-alcoholic beverages, arranged in a specific order, located in a speed rail
attached to the ice bin.
 Lime mix and grenadine in the speed rail.
 Most frequently used call liquors located at every station in the speed rails.
 Glassware stored in its designated area at each station.
 Stemware located so that it is accessible from every station, Trash receptacle nearby.
 6-Packs in a central, convenient location for all bartenders.
 Condiments in a central convenient location for all bartenders.
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 Clean menus located by each bar well.

Task BACK STATION SETUP (hot drinks)
Date Issued
Hot drink station
 2 burner hot plates (set on medium) with 2 coffee pots (one for coffee, one for hot water).
 Sugar and sweet n’low in plastic containers.
 Footed glass cups in easy reach.
 Tea bags.
 Garnishes:
a) Lemon twists.
b) Sugar for rimming.
 Whipped cream and special whipped cream in easy reach.
36

Task MISEN-PLACE
Date Issued
MIS-EN-PLACE (THINGS IN PLACE)
Mis-en-place is all about planning

Performing mis-en-place should involve everything ready in advance of our customers arriving,
i.e.
 Customers public area clean
 lights switched on
 ventilation switched on
 work area laid out properly
 all equipment: working/cleaned/polished/inspected/laid out
BAR
 ice in bucket
 float in register
 oranges sliced
 lemons sliced
 shelves locked
 water jugs filled
 ashtrays on the table
RESTAURANT
 glasses turned up on tables

 standard table setting in place
 butter on table
 candles lit (if Available)
 background music on
 cruets filled
 spare cutlery
 glasses ready
 flowers properly arranged
The service mi-en-place checklist in this text should be used as guide to help you perform your
mis-en-place before opening.
SETTING OUT TABLES
To be set out tables you will need to:
37
 check that the table is clean, in good condition. Check that it is free from sharp edges and
sits evenly on the floor
 ensure that each station has sufficient tables of each size, i.e, to sit two covers; four
covers; and six covers
 check that there is enough space around the table to allow efficient service and ease of
movement
 ensure that the area around the tables is clean and uncluttered
 check that the chairs the correct type, in good condition, clean and sufficient in quantity
You may use the following example to help you learn:
How to lay up a table for a full breakfast:
 check table cloth is clean and replace if necessary

 Place salt, pepper and ashtrays as in picture on following pages.
 Place serviette, cup saucer and side plate as in picture on following page. The cup is
placed upside down.
 Place cutlery (six items) as in picture on the following page.
 Add optional items (such as flowers, table numbers, etc.).
 Double check tables for lay-up. The cup is placed right side up.
 Place milk, sugar butter and marmalade on table as in picture on following page
Back area Opening duties
YES NO
1. Report duty on time
2. Greet al colleagues
3. Start organizing things , clean up stations, stack crockery in their

place
4. Switch on all the machine, warmers, hot plate
5. Put enough plate in warmer
6. Prepare all kind of dressing sauces accordingly such as , Hoisin

sauce, chili vine grate soy sauce in half moon ,BBQ sauce and
ginger sauce
7. Check availability of all teas & coffees, sugar. If something
missing report to supervisor
8. Prepare coffee and tea station with cups, saucers, spoon , hot tea
plate, tea, coffee
9. Roll hot towels and put them in the warmer
10. Prepare miss-un-place for pecking duck
11. Collect the tray and keep in the station
12. Go for dinner
13. Come back at 6pm
14. Recheck again everything
38
15. Well groomed attend line up at 6.10pm
16. Smile you are on the stage…. Ready to go
Back area closing duties
YES NO
1. Clean up all the work station
2. Keep back all the things in their place which used for operation
3. Count the dirty linen give count to hostess
4. Clean coffee machine and stack neatly all the cups saucers
5. Switch off all machine , warmer
6. Clean up tea station and put everything in place
7. Make sure to check all expiry items and report to supervisor
8. Check all food items and report to supervisor if anything need for
next day
9. Thank to all colleagues for their help and effort
10. Good night
Hostess Opening Check List
YES NO
2. Greet all colleagues
3. Count and log linen. If something missing , not arrived or defect

call laundry and communicate
4. Open main doors
5. Clean your hostess desk and arrange things that need to use in
operation like pen, paper books etc
6. Clean all the menu folders and place them on each stations
7. Call Pompano to get the reservation
8. Call back all the guest and conform reservation
9. Place IPod and play music
10. Go for dinner
11. Come back at 6.pm
12. Make sure well groomed
39
13. Attend line at 6.10 pm with reservation book and information.
14. Smile you are on the stage….. ready to go…
Hostess closing check list
1. Collect all the menu and place in to PDR
2. Clean up hostess desk and keep back things neatly which used in operation time
3. Close main door
4. Stop music and place IPod in respective place
5. Check any stationary items to be order and report to supervisor
6. Help colleagues 0n the floor
7. Thank all for their effort and help for the day
8. Good night
Opening Check List
YES NO
2. Greet each other
3. Check notice board and follow the instruction for assignment
4. Flip table cloth
5. Turn up the glasses.
6. Check all the set up and make sure set up correctly, without
missing anything on the table if needed start re set up.
7. Clean and wipe all left over the glasses, cutlery ,crockery
8. Clean all candle holder
9. Change the candles
10. Put napkins
11. Check all the side station and make sure neat & clean, every things
are organized and set correctly for operation.
12. Refill necessary things in side station such as , sugar , green tea
cups, extra charge plate, cutlery, chopsticks, sauces, toothpicks,
side plates, bag hangers, napkins , linen
13. Make sure , music room, stores are all arranged properly , neat and
clean
14. Check around the restaurant, make sure maintenance issue is ok if
not report to immediate supervisor
15. Make all the tables are set in line, straight. should look very
organized
40
16. Count linen and place them in their respective places
17. Place pillow on the couches with different colors alternatively
18. Check the cleanliness of toilets
19. Check all chairs and couches , make sure they are free of debris
and dirt
20. Go for dinner at 5pm
21. come back from the dinner on time
22. Light the candles
23. Make sure you are well groom med
24. Attend line up at 6.10pm
25. Smile you are on the stage, ready to go…..
]
Closing check list
YES NO
1. Make sure all the used china ware, silver ware and glass ware are
cleaned and wiped
2. Set up all the tables properly
3. Remove the napkins from all tables and stack them properly on the
side station
4. Low off the candles
5. Make up side down all glasses in each table to avoid dust
6. Cover up all the set up from the same table cloth in each table
7. Be sure all the side station are cleaned up properly and not left
behind which is not necessary
8. Remove all the pillow and put in nicely in bag and keep it to the
music room
9. Help other colleagues if they need
10. Appreciate other colleague for the day for their help and effort
11. Good night
Bar opening
41
YES NO
 Report duty on time
 Greet your colleagues
 Wine and Beer in ice
 Red wine and Juice setup
 Make fresh Juices if needed
 Cut fruit (garnish etc)
 Give cashew nuts to the kitchen to prepare it for the lounge
 Make gelatin if needed
 Make sure that all bars are ready (MUSIC CANDLES ON ETC….)
 Follow the garnish standard and prepare freshly everyday
 Prepare all necessary display such as, champagne bowls, bar

decoration, wine display etc.
 Make sure your bar working area and bar equipments are neat and
clean and organized properly
Bar closing
YES NO
 Fill up all Fridges (soda juices, water etc…)
 Check all expiration dates and tag if needed
 Clean all Bar area
 Fill up wine cellar
 Check cleanliness of the bar, dry all bar area ,sanitize , clean all the
jars
 Lock all the fridges
 Prepare the requisitions
 Change the used garbage
 Give you appreciation to all colleague for their hard work and good
night
Lounge opening
42
YES NO
 Clean tables and the bar counter.
 Make sure that the glass candles, ashtray and napkins

glasses are clean.
 Fill up napkins in the glasses 15 pcs each
 Change all the fuel candles everyday
 Setup all bar tables (Ashtray, candles and napkins)
 Check all bar glasses and make sure that they all are clean
 Make sure all the tables and seats are in lines and arranged
properly
 Make sure that you always have back up of Clean glasses,
napkins etc
Lounge closing
YES NO
 Remove all candles, napkins and ashtray from the lounge and keep
those all items behind the bar
 Clean all the tables. make sure no, dirt , no debris in couches and
tables Make sure all tables’ cushions and couches are arranged
properly
 Help the bartender to clean the bar, and dirty everything, if

Task PET POLICY AND BABY SITTER
43

Date Issued
Responsible for; outlet manager
Standard; for avoiding guest complaints and keeping hygienic atmosphere
 We don’t entertain any kind of pets.

 Politely say no for the pets.
 Always acknowledge every guest presence even from a distance
 Make eye contact
 You are representing the Brand Name and your goal is to leave a lasting impression with
them

Task Organizational Chart
44

Date Issued
To input the F&B Service Department Org Chart

Task SERVICE OF FOOD AND BEVERAGE (NON ALCOHOLIC)
45

Date Issued
Beverages
 Drinks should be served within 5 minutes of taking the beverage order.
Service of Beverage Order
 To be delivered to the guest on a restaurant tray.
 Drinks should be served from the right side of guest if space allows.
 Waiter to supply and place drinks as requested on a K.O.T.
 Announce the drink order to the guest before placing on the table to ensure that guest
receives the correct drink.
 Waiter to handle glass from stem or base at all times.
 In the case of bottled/canned or mixed drinks, these should be poured in front of the guest
and not pre-poured.
 Drinks to be served in the correct glassware. Glassware should be matching in pattern and
consistent throughout the restaurant.
 Glassware should be clean and free of any chips or cracks.
 Any garnishes should be fresh and appropriate.
 Drinks should be chilled if applicable.
 In case of a mixed drink a stir stick is to be provided.
Refilling of Beverages
 Waiter/waitress should offer replenishment when the glass is one third empty. Always ask
the guest if they would like a refill.
 Associates must offer an additional beverage within two minutes of drinks being empty.
 Always place beverage order on top of a branded coaster if table cloth is not applicable to the
outlet..
Collection of Food
 Pick up order as per order placed
 To be carried out course by course
 Always remember to check consistency of plated dish order as well the food with the special
request,
Service of Food Order
46
 Starter should be served within 15 minutes after ordering.
 The main course should be served within 20 minutes of starter being removed or within
30 minutes if no starter had been ordered.
 Food to be taken into the restaurant as specified by the restaurant manager i.e. first plate
method or service tray. The correct starter/main course should be served to the
appropriate guest without prompting.
 In the case of two people dining, dishes should be served to both guests at the same
time, ladies first.
 Associates should advise the guest if the plate is hot.
 All plated items should be served with as little disruption to the guest as possible.
 All appropriate condiments are to be offered i.e. mint sauce, horseradish etc. Condiments
are to be served in appropriate containers i.e. decanted from the bottle and should be
served together with the meal. The guest should not have to wait.
 When serving the dish to the appropriate person, announce the name of the dish together
with any accompaniments so that the guest knows that they are receiving the correct
order.
Acknowledgement
 ''Enjoy your meal Mr/Mrs xxx or Madam/Sir!''
 “Is there anything else I can do for you Mr/Mrs xxx Sir/Madam”
47

Task SPECIAL Food NEEDS
Date Issued
 Special needs may relate to either vegetarians or those with particular religious or
cultural beliefs. Those taking food and drinks orders should therefore be aware of the
following:
 Vegans do not eat foods of animal origin.
 Lacto vegetarians do not eat any eggs, meat, poultry or fish.
 Lacto-ovo-vegetarians do not eat any meat, poultry or fish.
 Semi-vegetarians either do not eat any red meat or exclude all meat altogether. They
may refuse to eat poultry.
 Roman Catholics may eat any foods they wish except on what are known as Days of
Obligations when no flesh foods (meat) should be consumed, e.g. Good Friday and Ash
Wednesday.
 Sikhs may not eat beef or pork, and many keep purely to a vegan diet.
 Hindus may not eat beef and very rarely pork. Many keep to a vegetarian diet and eat
no eggs, fish or meat.
 Muslim may not eat meat, or animal fat unless it is HALAL meat
48

Task VIP ROOM

Date Issued
 Guest must be informed that, they should consume a minimum of 30 BD per person to
book a VIP room.
 No minimum charged will be applied for extreme case such as: Top VIPs, Diplomats, and
big business dinner, etc.
 Silver service must be offered in all kind of dishes.
 Paying high attention is a must for any kind of requirements of details and well taking
good care seriously.
 Minimum group of 8 to 10 will be served in single VIP room.
49

Task Serving Chinese Tea
Responsible for SOP Food Beverage Service Manager
Date Issued
 Brief explanation to the guest is a must given about the variety of the tea available.
 Use half full spoon of tea for small pot. Full spoon for big pot. And add very hot water.
 Do not pour full hot water over the tea in pot. Pour only 80% of water in a pot.
 Use plate warmer (HOT PLATE) to keep tea pot to make sure tea is hot
 Place and keep the teacup on the right hand side of the guest. And fill the teacup up to
80%.
 Use a cloth to hold the teapot and serve the guest from the right side.
 Use side plate under the teapot to avoid dripping.
50

Task Flow of Guest Endorsement
Date Issued
HOSTESS
 Bar lounge must be offered to the gust

 Escort the guest to the bar lounge.
 Must have full details in hand
 Proper hand over of guest details to bar server
BARMAN /BAR SERVER
 Double check gust details

 Make sure to escort guest to assigned table after their drinks
 Proper endorsement to station server
 Transfer the bar check to the main dining table.
WAITER / WAITRESS
 Check the guest details and

 Use guest name
 Take the hand over the check for the bar
51

Task Guest details slip
Responsible for SOP Operation Manager
Date Issued
Hostess
 Make sure of taking all information of the guest in reservation book

 Write down in the slip all the details about guest i.e. Name, special request, pax, bar table
no, assigned dining table no. Etc
 Take the slip with you while you will escort particular guest
 Hand over to related person when you seat the guest
52

Task Sitting Arrangement

Date Issued
 Cover number for guest is applied in Dining and lounge area.

 Face your back to the main entrance. Place in 1 o’clock position is the seat no. 1.
 Count the chair counter clockwise.
 Same system is applied to all kind of table, i.e. couch, round table and VIP Room.
53

Task Offering deposit cloths, excess bag etc.

Date Issued
 Offering assistance to each guest to keep their coat or excess bag to keep in hostess clock
room.
 Numbering the particular item and give the number copy to the guest in order able to
collect their belonging after dining.
 Giving back the respective item to the guest upon presenting the number card.
 Assistance is a must to the guest is required for their clothes or baggage.
 Bid them warm farewell and thank them for dining
54

Task Soiled linen

Date Issued
 Log book system to be applied for linen is a must.

 Keep linen bin separately for each soiled linen in the back area.
 Count and log each soiled linen and put in separate bag to send back for laundry.
 Make sure to check the linen that there’s no hole and stain. If found one send back to
laundry for re washing.
 Log again while receiving clean linen next day. Make sure linen is balance cleaned with
soiled from previous logging.
 Stock all clean linen in their respective area. Arrange them neatly and make sure that it’s
well organized.
 Handle all linen with care.
55

Task Serving hand towel

Date Issued
 Serving chilled towels to the guest during hot season when seated is a must.
 Serving warm towels to the guest during winter season when seated is a must.
 Hand towels are always served on the top of dinner fork in the left hand side of the guest.
 Upon seated guest will be offered chilled towels and warm towels each every before and after
meal.
 Hand towel temperature will be changed according to the weather.
 Avoid direct touch to the towel with your bare hand in all means.
 Used towel must keep separately and send to the laundry for cleaning
56

Task Lounge Service

Date Issued
 Greet the customers

 Offer them the Bar menu, and bring some roasted nuts on the table
 Take the order
 Take the drinks from the bar with tray and serve the drink
 Change the ashtray if there are 2 cigarettes in it
 Always make sure that the tables are clean.
 Keep on detailing the table
 Remove all empty glasses from the table, and offer them another drink
57

Task TIPS DISTRIBUTION
Date Issued
Sequence:
 Tip Committee for each Outlet will be selected after a decision is made by all service staff
members. The team of Tip Committee will consist of the following
Three team members from outlet:
a)Restaurant : supervisor
b)Bars : server/bartender
c)Restaurants : Server/ Hostess
d)BOH : Commis / DCDP / CDP
 All cash tips will be accumulated and counted on a daily basis and will be placed in a
lockable metal safety box by the two member of Tip Committee.
 Any tip on credit card will be redeemed in same shift by other cash payment.
 Any tip received in an envelope by any staff member with the staff name on it or as a
handshake will also be considered tips, which will be pooled for all tip recipients. No tips
are to be accepted for personal keep by staff.
 Any tip given to any management staff by an organization as a reward for outstanding
performance will be kept by such management staff for his/her personal gratuity and will
not be pooled in general tipping.
 All tips will be counted and recorded in a log book on a daily basis by the Tip Committee
in the presence of an Outlet Supervisor.Total amount of tips for each day will be brought
forward as a beginning balance for the following day in the log book.
 Tip distribution will be every 15 days (1st and 15th of each month).
 Tip distribution for each 15-day period will be as per the following guidelines:
o 75% All Service and Bar Staff

o 20% Kitchen
o 5% Stewards & House Keeping
 All consolidated tips for the outlet which was rewarded will be distributed evenly to each
team member and no point system will be considered or authorized.
 Lost, theft or swindle of any tip money will be dealt with severely. Disciplinary action will
be taken against which can lead to termination of employment.
 Management reserves the right to change this policy at any time if and when it is deemed
necessary.
58

Task Dress code
Date Issued
Sequence
 The dress code of @RR is smart casual and National Dress (complete).
 A memo of the dress code will be circulated within the company to ensure that our Staff
will understand and deliver the right information to our guests.
 Smart casual: we accept guests who wear suits, polo shirts, shirts and pullovers. Smart
type any kind of cloths
 We do not accept, sport pants, slippers, and hats. (except on the terrace of pool bar
outlets (Pool Delights)
59

Food & Beverage: Restaurant Service: HDC Sop'S

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FOOD & BEVERAGE: SERVICE

Policies and Standard Operating Procedures

FOOD & BEVERAGE: RESTAURANT

POLICIES AND STANDARD OPERATING

Standard Operating Procedures

FOOD & BEVERAGE: SERVICE

F&BS – 001 Restaurant Reservations Ok

F&BS – 023 Greeting Ok

STANDARD OPERATING PROCEDURES

Department Food & Beverage: Service

The following details will be noted on the reservation form:

 Name and number of guests

Booking at F&B Office will be handled as follows:

 F&B office will communicate reservations to restaurants

 In cases where booking requirements cannot be accommodated

Department Food & Beverage: Service

Greeting & Seating

 Greet the guest within 15 seconds in a pleasant and friendly manner.

 Explain accordingly the dining options i.e. Set menu, or al a Carte.

 Remove any extra covers not required.

 Offer some pre-meal drinks.

Menu Presentation and Orientation

 Inform of any special items and provide full explanations.

 If the guest has preferences, provide suitable recommendations.

 Maintain conversation throughout the order taking process.

 Obtain necessary cooking requirements (preferences) and be ready to accommodate any

 Always thank the guest.

 Ensure that cutlery is changed to accompany the order.

 Change ashtrays on a regular basis. (Available on bar, lounge)

 Offer extra napkins if they fall on the floor or appear dirty.

 Offer desert menu to the guest

Hot Beverage Service

 Never present the check to guests without first being asked.???????????

 Ask the guest whether everything was to their satisfaction.

 Cash payment receipt to be automatically offered.

 Credit Card – associate must verify signature or use PIN.

 Thanks the guests for visiting our place

 Thank guest by name and wish them a pleasant evening.

Task BREAKFAST LUNCH AND DINNER TABLE SET UP

Document Reference # F&B S 003

 Table/chair legs should be free from any scuffs/scratches.

 Chairs must be positioned close and straight to the table.

 Baby chairs should be clean, in good condition and available on request.

Linen (Table cloth & Napkins)

 All linens should be wrinkle free.

Cutlery and Crockery

 Glassware should be clean and free from any chips or cracks.

 Water Goblets (If water service is applicable.)

 Candle holder keep in center of table (Depending on what is agreed as standard)

Department Food & Beverage: Service

Greet the Guest

 Always use eye contact with the guest.

 Ascertain guest’s name.

 Use guest’s name.

Seating the Guest

 All guests should be seated as soon as possible upon arrival.

 The Hostess/ Headwaiter should show the guests to their table.

 Offer guest the lounge for the pre meal drink.

 Use baby chair if requested

Menu List Orientation

 Pre meal drinks should be offered immediately

Department Food & Beverage: Service