Service SOPs

2023
Standard Operating Procedure (SOP)

F&B Service
Nutsa Avalishvili
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Index
STW001.......................................................................................................................................................4
Subject: Organization........................................................................................................................................4
STW002.......................................................................................................................................................7
Subject: Grooming............................................................................................................................................7
STW003.....................................................................................................................................................10
Subject: General Guidelines for Supervisors and Servers...............................................................................10
STW004.....................................................................................................................................................13
Subject: Safety and Security...........................................................................................................................13
STW005.....................................................................................................................................................15
Subject: Restaurant Reservations..................................................................................................................15
STW006.....................................................................................................................................................17
Subject: Breakfast..........................................................................................................................................17
STW007.....................................................................................................................................................20
Subject: Room Service................................................................................................................................... 20
STW008.....................................................................................................................................................23
Subject: Meetings and Events (M&E).............................................................................................................23
STW009.....................................................................................................................................................25
Subject: Guest Greeting and Seating..............................................................................................................25
STW010.....................................................................................................................................................27
Subject: Order–Taking....................................................................................................................................27
STW011.....................................................................................................................................................30
Subject: Menu Presentation..........................................................................................................................30
STW012.....................................................................................................................................................32
Subject: Food Serving.....................................................................................................................................32
STW013.....................................................................................................................................................34
Subject: Wine Presentation and Serving........................................................................................................34
STW014.....................................................................................................................................................39
Subject: Complimentary Food & Drinks..........................................................................................................39
STW015.....................................................................................................................................................41
Subject: Upselling........................................................................................................................................... 41
Standard Operating Procedure (SOP) | F&B Service

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STW016.....................................................................................................................................................43
Subject: Bill Providing.................................................................................................................................... 43
STW017.....................................................................................................................................................45
Subject: Lost & Found.....................................................................................................................................45
STW018.....................................................................................................................................................47
Subject: F&B Outlets Opening & Closing.......................................................................................................47
STW019.....................................................................................................................................................50
Subject: Table Layout......................................................................................................................................50
STW020.....................................................................................................................................................52
Subject: Table Clearance................................................................................................................................52
STW021.....................................................................................................................................................54
Subject: Tray Carrying....................................................................................................................................54
STW022.....................................................................................................................................................56
Subject: Handwashing.....................................................................................................................................56
STW023.....................................................................................................................................................58
Subject: Wine and Water Glasses Washing/Wiping/Keeping.........................................................................58
STW024.....................................................................................................................................................60
Subject: Cutlery Washing/Wiping/Keeping.....................................................................................................60
STW025.....................................................................................................................................................62
Subject: Breakage & Loss................................................................................................................................62
STW026.....................................................................................................................................................64
Subject: Storage Management.......................................................................................................................64
STW027.....................................................................................................................................................66
Subject: Food and Drinks Tasting....................................................................................................................66
STW028.....................................................................................................................................................68
Subject: Tips Dividing and Handling................................................................................................................68
STW029.....................................................................................................................................................69
Subject: Breaks................................................................................................................................................69

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ISSUE REVISION
CODES DESCRIPTION
DATE DATE
STW001 Organization 15.05.2023
STW002 Grooming and Personal Hygiene 15.05.2023
STW003 General Guidelines for Supervisors and Servers 15.05.2023
STW004 Safety and Security 15.05.2023
STW005 Restaurant Reservations 15.05.2023
STW006 Breakfast 15.05.2023
STW007 Room Service 15.05.2023
STW008 Meetings and Events (M&E) 15.05.2023
STW009 Guest Greetings and Seating 15.05.2023
STW010 Order – Taking 15.05.2023
STW011 Menu Presentation 15.05.2023
STW012 Food Serving 15.05.2023
STW013 Wine Presentation and Serving 15.05.2023
STW014 Complimentary Food & Drinks 15.05.2023
STW015 Upselling 15.05.2023
STW016 Bill Providing 15.05.2023
STW017 Lost & Found 15.05.2023
STW018 F&B Outlets Opening & Closing 15.05.2023
STW019 Table Layout 15.05.2023
STW020 Table Clearance 15.05.2023
STW021 Tray Carrying 15.05.2023
STW022 Handwashing 15.05.2023
STW023 Wine and Water Glasses Washing/Wiping/Keeping 15.05.2023
STW024 Cutlery Washing/Wiping/Keeping 15.05.2023
STW025 Breakage & Loss 15.05.2023
STW026 Storage Management 15.05.2023
STW027 Food and Drinks Tasting 15.05.2023
STW028 Tips Dividing and Handling 15.05.2023
STW029 Breaks 15.05.2023
Standard Operating Procedure (SOP) Service Department

STW001

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Subject: Organization
Effective date: 2023-05-11
Issued by: Nutsa Avalishvili
Approved by: Hüsnü Tayanç
Purpose
This policy aims to determine the reporting line and to set a guideline for effective & efficient service operations in line with
Radisson Red standards and service concepts.
Responsibility
It is the responsibility of the service operations creative to ensure control of the smooth running of this procedure.
Practice
Positioning of Service Department
Service operations creative lead
Reports to the C&B Lead.

Manages and coordinates service operations to provide the highest service standards in line with Radisson Red standards
and service concepts.
Responsibilities:
1. Ensure the smooth running of the food & beverage department, where all aspects of the guest food & beverage service
experience are delivered to the highest levels, ensuring both property and company standards are attained and adhered
to.
2. Working proactively to maximize guest satisfaction and comfort, delivering a positive and responsive approach to
3. inquiries and problem resolution.
4. Develops and implement strategies where essential food and beverage metrics are identified, communicated, and
delivered
where reports and tracking tools are effectively maintained in line with defined initiatives & targets.
5. Effectively manages the life cycle of the team within the department, fostering a culture of growth, development and
performance while reflecting and promoting the company culture and values.
6. Prepares and is responsible for the departmental budget, ensuring that costs and departmental inventory is controlled
and that target productivity and performance levels are attained.
7. Build and maintain effective working relationships with all key stakeholders and partners, both internal and external
ensuring all communications and activities are controlled and undertaken on time.
8. Establish and deliver effective programs that advance service standards, profitability, and cost control, which may
include working with internal and external stakeholders as required while incorporating environmental concerns.
9. Ensures adherence to all legislation where due diligence requirements and best practice activities are planned,
10. delivered and documented internal and external audits, performing follow-up as required.
Supervisor
Reports to service operations creative lead.

The supervisor is responsible for the smooth and proactive service operation. Should perform and check all duties related to the
outlets opening and closing checklist. Assist the hostess with the floor plan and follow up with any guest inquiries. Handle
effectively any customer complaint, verbal or written.
Responsibilities:

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1. Leads F&B service team.

2. Supervises and coordinates shift activities of the service team.
3. Supervises the day-to-day F&B service operation according to Radisson Red standards.
4. Supervises opening and closing processes for smooth operation according to the Radisson Red checklists (F&B Passes,
Side stations, Table set up, Cash, System… etc.).
5. Following up on all supplies that are needed for service.
6. Checks all mise-en-place.
7. Checks the condition, cleanliness, and proper functioning of all operating equipment and furniture
8. Ensure the beverage and self-service stations are correctly set with sufficient stocks.
9. Daily allocation to the service team for the opening and closing tasks.
10. Daily allocates service team members to the sections for the operation according to the bookings and occupancy.
11. Performs on the floor and assists in another daily service as assigned by the service lead.
12. Ensure RR standards are fully implemented, maintained, and executed throughout the department to meet and exceed
guests’ expectations.
13. Meets and monitors the Fire, Life, Health, Safety & Security standards of the Radisson Red.
14. Responsible for conducting training and performance reviews for the team.
15. Before the daily briefing, should have information about last-day revenue, hotel occupancy, bookings (VIP, special
requirement…), allocation, bar and kitchen 86, and items to push.
Host/Hostess
Reports to service operations creative lead.

The host/hostess is critical to the guest’s experience and shall provide gracious service, ensuring their return. The Host/Hostess
will take restaurant reservations and manage and maintain the reservation system, including the database with respective
guest preferences.
Responsibilities:
1. Takes accurate and complete reservations.

2. Maintains a clear and updated reservation book.
3. Makes an accurate floor plan according to the bookings.
4. Serve and assist the guest courteously and efficiently, providing menu insight as needed.
5. Courteously greets and escorts guests to tables.
6. Assists in seating guests.
7. Assists in work as directed per the opening and closing duties checklists.
8. Assists in monitoring all guest needs.
9. Assists restaurant colleagues in preparation for service.
10. Uses the guest name appropriately and communicates it to restaurant colleagues and managers so they can also use
it.
11. Communicates other necessary information with colleagues (i.e., Birthdays, Anniversaries, Allergies, Special requests.)
12. Provides daily reports (No shows, total occupancy, guest’s experience, complaints, best seller items of the day… etc.)
Waiter/Waitress
Reports to supervisor and service operations creative lead.
Responsibilities:
1. Welcomes guests to their stations and assists in seating.

2. Presents menus and beverage lists to the guest with recommendations to increase average check.
3. Takes food and beverage orders and ensures speedy service of all food and beverage items.
4. Ensures that each table is correctly set up per food and beverage order requirements (cutlery, plates... etc.)
5. Checks and follows up on billing and checking procedures per Radisson Red’s policies.
6. Ensures proper cash handling procedures are followed per Radisson Red’s policies.
7. Ensure that tables are cleaned and reset immediately after the guests have left, in line with the standards set by
Radisson Red.
8. Should develop and maintain good relations with guests and handle guest complaints as required or communicate about
them to the supervisor or service manager.
9. Ensure the supervisors and allocation know all guest comments and complaints.
10. Attend communication meetings, briefings, and training sessions as required.

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11. Be involved in opening and closing processes as the supervisor and manager require.
12. Follow every assignment carefully and ensure everything is done correctly.
13. Keeps uniform neat and clean and ensures good personal grooming and hygiene by the standards of RR.
Runner
Reports to supervisor and service operations creative lead.
Responsibilities:
1. Support the company's philosophy and company culture.

2. Arrive at work on time.
3. Wipe all glass tables and accompanying chairs to ensure they are clean according to standard.
4. Clearing, cleaning, and arranging guests’ tables and chairs before, during, and after use.
5. Deliver all needed food orders from the central kitchen.
6. Remove full trays from the clearance sections and empty them in the kitchen according to standard.
7. Place clean dishware in all kitchen stations and replenish if needed during the day.
8. Provide clean dishware for the outside server/kitchen station.
9. Have basic knowledge of food and drink menus.
10. Communicate any orders or request with servers/supervisor
11. Polish cutlery and crockery after the service.
12. Attending all daily and monthly meetings.
13. Attend all required programs sponsored by Human Resources.
14. Engage in polite conversations with guests when appropriate.
15. Remain visible to the guests’ area.
16. Arriving early/leaving late on high business periods.
17. Assist supervisor and manager in daily operational needs.

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STW002
Subject: Grooming
Purpose
The purpose of this SOP is to provide guidelines for F&B service staff on the proper grooming standards expected at work.
Scope
This SOP applies to all F&B service staff in contact with guests.
Responsibility
All F&B service staff are responsible for following this SOP.
Procedures
Hair
1. Hair should be clean, neat, and styled away from the face.
2. Hair should be tied back or away from the face if it is long.
3. Hair should not be dyed in unnatural colors.
4. The FB service lead should approve hair accessories.
Makeup
5. Makeup should be natural and understated.

6. Avoid heavy makeup, bright colors, and glitter if the F&B lead doesn’t approve of it.
7. Lipstick should be a neutral color.
Nails
8. Nails should be clean, trimmed, and filed.

9. Nail polish should be a neutral color.
10. Acrylic nails are not allowed.
Jewelry
11. Jewelry should be minimal and tasteful.

12. Avoid wearing large or flashy jewelry.
13. The following jewelry is not allowed:

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o Chokers
o Earrings that hang below the earlobe
o Necklaces that are too long or too heavy
o Rings
o Bracelets that are too large or too flashy
o Watches that are too large or too flashy
Uniforms
14. The uniform must be clean, pressed, and in good repair.

15. The uniform must be worn at all times while on duty.
16. The uniform must not be altered in any way.
17. Shoes should be clean, polished, and in good repair.
18. The uniform must not be worn outside of work.
Personal hygiene
19. F&B service staff should practice good personal hygiene.

20. This includes showering daily, brushing teeth twice daily, and wearing deodorant.
21. They should wash their hands thoroughly with soap and water before and after handling food, using the restroom, and
smoking.
22. F&B service staff should also avoid smoking and using strong perfumes or colognes.
Quality Assurance
The F&B lead and service lead are responsible for ensuring that all F&B service staff follow this SOP.
Training
All F&B service staff must be trained in the proper grooming standards expected at work. This training should be conducted
regularly.
Documentation
All F&B service staff must sign a document indicating they have been trained in the proper grooming standards expected at
work.
Evaluation
The F&B lead and service lead are responsible for evaluating the effectiveness of this SOP regularly; evaluation should include
the following:
23. The overall compliance of F&B service staff with this SOP
24. The guest satisfaction with the F&B service staff's grooming
Continuous Improvement
The F&B lead and service lead are responsible for the continuous improvement of this SOP. This may include the following:
25. Reviewing the SOP

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26. Providing additional training to F&B service staff

27. Implementing new grooming techniques
Conclusion
This SOP provides guidelines for F&B service staff on the proper grooming standards expected at work. By following this SOP,
F&B service staff can help ensure guests have a positive dining experience.

STW003
Subject: General Guidelines for Supervisors and Servers

Purpose
This SOP aims to provide general guidelines for supervisors and servers on how to work together effectively. To provide
discipline and smooth operation on the floor in line with Radisson Red standards and service concepts
Scope
This SOP applies to all supervisors and servers in the restaurant.
Responsibility
All supervisors and servers are responsible for following this SOP.
Procedures
Communication
Supervisors and servers should communicate effectively with each other at all times. This includes communicating about the
following:
1. Guest needs and concerns

2. Food and beverage orders
3. Food safety and sanitation
4. Help your guests as much as possible. Be aware of the area’s favored bars and dance places, and know what movies are
showing nearby.

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5. Clear your mind of everything except work when you walk in the door. When you're at the table, make sure your mind
is at the table too. Guests can tell when their server is not mentally present with them nearby, which hurts the guest
experience and the server's tip.
6. Anytime you wait on a customer, put yourself in their place and ask yourself if you would be happy with the job you
did at that table.
7. Never sit down with a guest or friend while on duty, even if they ask you to.
8. Don't ever stand around or lean on anything. You can constantly clean. Running clean-up, wiping shelves or the sales
station, taking bus tubes to the back, etc. A server never goes into or leaves the kitchen empty-handed. Full hands
in, full hands out!
9. If a customer leaves you an offer to buy a drink, tell them you don’t drink or will be happy to accept the offer again
when you are not on duty.
Cooperation
Supervisors and servers should cooperate to ensure that the restaurant runs smoothly. This includes the following:
10. Helping each other out during busy periods

11. Covering for each other when needed
12. Taking turns doing undesirable tasks
13. Being respectful of each other's time and abilities
Positive attitude
Supervisors and servers should maintain a positive attitude at all times. This includes the following:
14. Being friendly and welcoming to guests

15. Being helpful and accommodating to guests
16. Being patient and understanding with guests
17. Being upbeat with each other
Other standards
18. The Hotel consists of 5 F&D Outlets (Posta Restaurant, Posta Cafe, Posta Asia, Room service, Meetings & Events)
Each Area is fully equipped to operate.
19. The department is under the supervision of the service lead.
20. All Employees must report to work on time.
21. If a staff member, for emergency reasons, cannot report for work, they have to inform the service lead at least 4 hours
before their duty starts.
22. All personal phone calls should be avoided during working hours; in an emergency, you must report to the supervisor
to use the phone.
23. Mobile phones are strictly forbidden at work!
24. Staff cannot leave their duty before all tasks are done except approved by their supervisor.
25. Every Employee must report any accident immediately to their supervisor.
26. Ensure all your food is secure when you leave the kitchen. Never attempt to carry too much. Two safe trips are better
than one catastrophe.
27. Whenever you are reaching across someone or serving in front of someone, excuse yourself.
28. If you must go to the bathroom during the shift, ask someone if they will please watch your station while you are gone,
and inform the manager so that they are not looking for you.
29. Unauthorized persons are not allowed in the kitchen. If one appears, politely but firmly escort them out and get the
manager or whomever they want to speak to.
30. Always ENTER the kitchen keeping to the right. Always walk quickly, but never run. This will prevent serious
accidents, extra work for everyone, and uncomfortable feelings for the guest that you are in a rush. Guests want to have
their meals in a calm and cozy atmosphere.
31. Keep yourself geared up to prepare for any rush. We get most of our complaints during the Restaurant's slow period.

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32. Learn to use your time wisely. Check all the tables before returning to the kitchen when in your station. Don't go to one
table, then go to the kitchen. Consolidate your trips.
33. Fill up all the glasses in your station, clear all plates, and then go on to something else.
34. Never spend more than two minutes away from your station.
35. No eating or drinking in front of the house during operating hours.
36. No gum chewing or smoking EVER.
37. You are representative of the restaurant and Georgia, so consider what to suggest to guests (sightseeing, parks, clubs…
etc.)
38. Don’t share any inside information regarding the hotel with the guest.
Quality Assurance
The C&B lead and service lead are responsible for ensuring that all supervisors and servers follow this SOP.
Training
All supervisors and servers must be trained on the proper procedures for working together effectively. This training should be
conducted regularly.
Documentation
All supervisors and servers must sign a document indicating that they have been trained in the proper procedures for working
together effectively.
Evaluation
The C&B lead and service lead are responsible for evaluating the effectiveness of this SOP regularly. This evaluation should
include the following:
39. The overall compliance of supervisors and servers with this SOP
40. The guest satisfaction with the supervisors' and servers' teamwork
The F&B lead and service lead are responsible for concisely improving this SOP. This may include the following:

42. Providing additional training to supervisors and servers
43. Implementing new teamwork techniques
Conclusion
This SOP provides general guidelines for supervisors and servers on how to work together effectively. By following this SOP,
supervisors, and servers can help to ensure that the restaurant runs smoothly and that guests have a positive dining experience.

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STW004
Subject: Safety and Security

Purpose
The purpose of this SOP is to provide guidelines for restaurant service staff on how to stay safe and secure in the workplace.
Scope
This SOP applies to all restaurant service staff, including servers, hosts, bartenders, and kitchen staff.
Responsibility
All restaurant service staff are responsible for following this SOP.
Procedures
General safety
1. Be aware of your surroundings at all times.

2. Report any suspicious activity to a manager immediately.
3. Do not leave your workstation unattended.
4. Do not accept gifts or favors from guests.
5. Do not engage in any activities that could put you or others at risk.
Security
6. All restaurant staff must always have their identification cards on them.
7. All restaurant staff must follow the restaurant's security procedures, including the following:
o All doors and windows must be locked when the restaurant is closed.
o All employees must use the restaurant's designated entrance and exit doors.
o All employees must report any suspicious activity to the manager immediately.

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Quality Assurance
The C&B lead and service lead to ensure that all restaurant service staff follow SOP.
Training
All restaurant service staff must be trained in the proper workplace procedures for staying safe and secure. This training should
be conducted regularly.
Documentation
All restaurant service staff must sign a document indicating that they have been trained in the proper procedures for staying safe
and secure in the workplace.
Evaluation
The C&B lead and service lead are responsible for evaluating the effectiveness of this SOP regularly; evaluation should include
the following:
8. The overall compliance of restaurant service staff with this SOP

9. The guest satisfaction with the restaurant's safety and security measures
The C&B lead and service lead are responsible for the continuous improvement of this SOP. This may include the following:

11. Providing additional training to restaurant service staff
12. Implementing new safety and security measures
Conclusion
This SOP provides guidelines for restaurant service staff on how to stay safe and secure in the workplace. By following this SOP,
restaurant service staff can help to ensure their safety and the safety of their guests.

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Standard Operating Procedure (SOP) F&B Department

STW005
Subject: Restaurant Reservations

Purpose
The purpose of this SOP is to provide guidelines for F&B staff on the proper procedures for taking restaurant reservations.
Scope
This SOP applies to all F&B staff responsible for making restaurant reservations.
Responsibility
All F&B staff are responsible for following this SOP.
Procedures
Greet the caller
1. The telephone with an appropriate answer should be answered with three-ring or 10 seconds. For an in-person
reservation, the guest should be acknowledged within 1 minute. In the case of digital communication, the guest should
be responded to within 3 minutes.
2. Greet the caller by name or ask for their name. Obtain the guest’s name and use the caller’s name at least once during
the conversation.
3. Identify yourself and the restaurant.
Determine the number of guests
4. Ask the caller how many guests will be at their party.

5. If the party is large, ask if they have any special occasion or requests, such as a table in a particular area or a highchair.

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Determine the date and time of the reservation.
6. Ask the caller for the date and time of their reservation.
7. If the date and time are unavailable, offer alternative dates and times.
Take the guest's contact information.
8. Ask the caller for their name, phone number, room number, and email address.
9. This information will be used to confirm the reservation and contact the guest in case of a cancellation or change.
Thank the caller and confirm the reservation
10. Thank the caller for their reservation.

11. Repeat and confirm the details: date, time, and number of guests to the caller to ensure accuracy.
12. Provide the caller with the restaurant's contact details if they have any questions.
Quality Assurance
The F&B lead and service lead are responsible for ensuring that all F&B staff follow this SOP.
Training
All F&B staff must be trained in the proper procedures for taking restaurant reservations. This training should be conducted
regularly.
Documentation
All F&B staff must sign a document indicating they have been trained in the proper procedures for taking restaurant reservations.
Evaluation
The F&B lead and service lead are responsible for evaluating the effectiveness of this SOP regularly. This evaluation should
13. The overall compliance of F&B staff with this SOP

14. The guest satisfaction with the reservation process
The F&B lead and service lead are responsible for continuously improving this SOP. This may include the following:
15. Reviewing the SOP.

16. Providing additional training to F&B staff.
17. Implementing new reservation techniques.
18. Conclusion

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This SOP provides guidelines for F&B staff on the proper procedures for taking restaurant reservations. By following this SOP,
F&B staff can help ensure guests have a positive dining experience.

STW006
Subject: Breakfast
Purpose
The purpose of this SOP is to provide guidelines for the F&B department in preparing and serving breakfast in the hotel.
Scope
This SOP applies to all breakfast services in the hotel, including buffet breakfast, à la carte breakfast, and room service breakfast.
Responsibility
The F&B lead and service lead are responsible for the overall planning and execution of the breakfast service. The F&B
Supervisor is responsible for the day-to-day operations of breakfast service.
Procedures
Preparation
The F&B lead and service lead are responsible for the following tasks in the preparation of breakfast:
1. Developing a breakfast menu

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2. Ordering food and beverage

3. Preparing food and beverage
4. Setting up the breakfast buffet
5. Setting up the à la carte breakfast station
6. Preparing room service breakfast orders
Service
The F&B Supervisor is responsible for the following tasks that must be completed in the service of breakfast:
1. The breakfast buffet must be set up at least 1 hour before breakfast service.
2. The breakfast buffet must be stocked with fresh food throughout the service period
3. e breakfast buffet must be cleaned and restocked after the breakfast service.
4. Greeting guests, answering questions
5. Guests must be greeted and seated promptly.
6. In the case of a la carte taking breakfast orders, serving breakfast
7. Clearing tables
8. Cleaning up
9. Handling any problems that may arise
10. In the case of a la carte, guests must be given menus and helped in ordering.
11. Food and beverage must be served promptly and efficiently.
12. Guests must be checked regularly to ensure they are satisfied with their service.
13. Guests must be thanked and invited to return.
À la carte Breakfast Standards
14. Orders should be taken to the table, then processed through POS, delivering a ticket to the kitchen.
15. The kitchen should not be overloaded with orders (e.g., space orders by at least 1 minute)
16. Guests can order anything from the à la carte menu. (e.g., Granola, pressed apple juice, eggs, benny)
17. Food should aim to be delivered to the guest within 8 minutes of the order being taken
18. The server should check back on the table within 2 minutes of the food going down; to ensure they are happy with
everything and nothing is forgotten
19. Team members should ensure plates are cleared from the table before guests leave.
20. Presented at the right temperature and with a tasteful presentation
21. Dishes must be served at the table to the guest.
À la carte Breakfast table set-up
22. Cutlery - Fork, knife, and spoon placed on the paper napkin.
23. Branded à la carte menu - 1 Radisson RED breakfast à la carte menu per table or digital (via QR code), placed on the
table. Applicable if a la carte service is available.
24. Sugar – 1 brown sugar, one white sugar, one sweetener (sugar cubes or white/brown sachets)
25. Salt & pepper cruet set one per table.
Quality Assurance
The F&B lead and service lead to ensure that all breakfast service meets the hotel's quality standards. This includes ensuring that
the food and beverage are of high quality, that the service is efficient and friendly, and that the overall experience is enjoyable for
the guests.
Training
All F&B staff members involved in preparing and serving breakfast must be trained in the hotel's policies and procedures. This
training should include the following topics:

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26. Food safety

27. Guest relations
28. Breakfast buffet setup and service
29. Menu ordering
30. Food and beverage preparation
31. Cleaning and restocking
Documentation/Reporting
All breakfast services must be documented. This documentation should include the following information:
32. The date and time of breakfast service

33. The number of guests served
34. The food and beverage served
35. Any problems that arose
Evaluation
The F&B lead and service lead are responsible for evaluating all breakfast services. This evaluation should include the following:
36. The quality of the food

37. Set-up
38. Allocation
39. The efficiency of the service
40. The overall satisfaction of the guests
The F&B lead and service lead are responsible for continuously improving the hotel's breakfast program. This may include the
following:
41. Reviewing the hotel's policies and procedures

42. Training staff members
43. Conducting surveys of guests
44. Implementing new ideas
Conclusion
This SOP provides guidelines for the F&B department in preparing and serving breakfast in the hotel. By following these
guidelines, the F&B department can ensure that all breakfasts are successful.

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STW007
Subject: Room Service

Purpose
The purpose of this SOP is to provide guidelines for the F&B department in operating room service.
Scope
This SOP applies to all room service orders received by the hotel, regardless of the type of order (food, beverage, or other).
Responsibility
The F&B lead and service lead are responsible for the overall operation of room service. The F&B Supervisor is responsible for
the day-to-day operations of room service.
Procedures
Receiving Orders
The F&B Supervisor is responsible for receiving all room service orders. The following information should be collected when
receiving an order:
1. Guest name
2. Room number
3. Order details (food, beverage, etc.)
4. Special requests (Dietary, Allergies
5. Estimated time of arrival (ETA)
Preparing Orders
The F&B staff is responsible for preparing all room service orders. The following steps should be followed when preparing an
order:
6. Gather all necessary ingredients and equipment.

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7. Prepare the food and beverage according to the order.

8. Package the food and beverage safely and securely.
9. Label the food and beverage with the guest’s name, room number, and ETA.
Delivering Orders
The F&B staff is responsible for delivering all room service orders. The following steps should be followed when delivering an
order:
10. Maximum delivery time - Orders must be delivered to the room within 30 minutes of the guest placing the order
11. Delivery method - All orders must be delivered on a tray or trolley
12. Branded tray removal card - 1 Radisson RED tray removal card mandatory to be placed on the tray/trolley
13. Room service follows branded Call Answering Service Flows
14. Menus should be clean, in good condition, and not ripped or faded.
15. Knock on the guest's door and identify yourself.
16. Greet the guests and ask if they have any special requests.
17. Place the food and beverage on the guest's table.
18. Open the food and beverage containers for the guest.
19. Ask the guest if they would like anything else.
20. Thank the guest and leave the room.
Problem-Solving
The F&B staff is responsible for resolving any problems with room service orders. The following steps should be followed when
resolving an issue:
21. Apologize to the guest for the inconvenience.

22. Offer to replace the order.
23. Offer a refund.
24. Do whatever it takes to make the guest happy using the RR standards.
Quality Assurance
The F&B lead and service lead are responsible for ensuring that all room service orders meet the hotel's quality standards. This
includes ensuring that the food and beverage are of high quality, that the service is efficient and friendly, and that the overall
experience is enjoyable for the guests.
Training
All F&B staff members involved in operating room service must be trained in the hotel's policies and procedures. This training
should include the following topics:
25. Food safety

26. Customer service
27. Room service operations
28. Equipment uses
29. Problem-solving
Documentation
All room service orders must be documented. This documentation should include the following information:
30. The date and time of the order

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31. The guest’s name

32. The room numbers
33. The order details (food, beverage, etc.)
34. The ETA
35. Any problems that arose
Evaluation
The F&B lead and service lead are responsible for regularly evaluating room service operations. This evaluation should include
the following:
36. The quality of the food and beverage

The F&B lead and service lead are responsible for continuously improving the hotel's room service program. This may include
the following:

Conclusion
This SOP provides guidelines for the F&B department in operating room service. By following these guidelines, the F&B
department can ensure that all room service orders are handled efficiently and effectively.

STW008
Subject: Meetings and Events (M&E)

Effective date: 2023-05-11 Standard Operating Procedure (SOP) | F&B Service
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Purpose
The purpose of this SOP is to provide guidelines for the F&B department in the planning and execution of meetings and events.
This SOP aims to provide a standard operating procedure for the planning, execution, and follow-up of meetings and events–laid
by the hotel. This SOP will ensure that all meetings and events are planned and executed professionally and efficiently and that
guests have a wonderful experience.
Scope
This SOP applies to all meetings and events that are held at the hotel, regardless of size or complexity.
Responsibility
The F&B lead and service lead are responsible for the overall planning and execution of meetings and events. The F&B and
service leads are responsible for the daily meetings and events operations.
Procedures:
Planning
The F&B lead and service lead are responsible for the following tasks in the planning of meetings and events:
1. Meeting with the client to discuss their needs and expectations.

2. Creating a detailed event plan, including the menu, timeline, and budget.
3. Developing a timeline
4. Select a venue and confirm the availability of the space.
5. Creating menus.
6. Arranging catering and beverage service.
7. Ordering food and beverage
8. Arranging for equipment and supplies
9. Hiring and training staff.
10. Securing staffing
11. Coordinating with other departments
12. Creating a contingency plan in case of unexpected events.
Execution
The F&B supervisor is responsible for the following tasks in the execution of meetings and events:
13. Allocate staff, make a clear floor plan

14. Brief staff members
15. Greeting guests
16. Monitoring food and beverage orders
17. Monitoring Serving food and beverage service process according to RR standards
18. Ensuring that the event runs smoothly and that guests are satisfied.
19. Clearing tables
20. Cleaning up
21. Answering questions
22. Informing managers and handling any problems that may arise
Quality Assurance

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The F&B lead and service lead to ensure that all meetings and events meet the hotel's quality standards. This includes ensuring
that the food and beverage are of high quality, that the service is efficient and friendly, and that the overall experience is
enjoyable for the guests.
Training
All F&B staff members involved in the planning and execution of meetings and events must be trained on the hotel's policies and
procedures. This training should include the following topics:
Food safety
23. Customer service

24. Event planning
25. Equipment uses
26. Problem-solving
27. RR service standards
28. RR brand philosophy
Documentation
All meetings and events must be documented. This documentation should include the following information:
29. The date and time of the event

30. The name of the client
31. The number of guests
32. The food and beverage served
33. The cost of the event
34. Any problems, mistakes, and complaints that arose
Evaluation
The F&B lead and service lead are responsible for evaluating all meetings and events. This evaluation should include the
following:
35. The quality of the food and beverage
The F&B lead and service lead are responsible for continuously improving the hotel's meetings and events program. This may


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STW009
Subject: Guest Greeting and Seating

Purpose
The purpose of this SOP is to provide guidelines for F&B staff on the proper procedures for greeting and seating guests in the
restaurant.
Scope
This SOP applies to all F&B staff who are responsible for greeting and seating guests in the restaurant, primarily to hostesses or
hosts.
Responsibility
All F&B staff, especially hostesses and hosts, are responsible for following this SOP.
Procedures
Approach the guest
1. Greet the guest warmly, with a smile and recognition at the entrance.
2. Acknowledge the return guest, use their name, and provide their preferences seamlessly.
3. Identify yourself and the restaurant.
Check for reservations
4. Ask for the booking, and if the guest has a reservation, check the booking with the name or room number.
5. If the guest has no reservation, ask if they want to make one. check available tables in the system and offer the guest to
choose from the options.
Seat the guest

6. Once the guest is checked in, escort them to a table. The host/hostess should walk beside the guest and explain the
outlet and/or general hotel concept.
7. Show the way with open hands (not pointing with a finger).

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8. Ensure the table is clean and is adjusted to the number of guests.

9. Adjust the table setup accordingly before seating guests.
Help
10. Once the guest is seated, ask if they need any assistance with their coats or bags.
11. Assist the woman first and, if needed, the man.
12. Bring the menu (according to the RR standard).
13. The host/hostess should tell the guest that his/her colleague will assist them.
14. Offer to get them a drink or appetizer.
Thank the guest
15. Thank the guest for coming to the restaurant.

16. Wish them a pleasant dining experience.
17. Inform the section holder waiter/waitress about the guest and give the handover (all the needed information about the
guest).
Quality Assurance
Training
All F&B staff must be trained in the proper procedures for greeting and seating guests in the restaurant. This training should be
Documentation
All F&B staff must sign a document indicating that they have been trained in the proper procedures for greeting and seating
guests in the restaurant.
Evaluation

19. The guest satisfaction with the greeting and seating process

21. Providing additional training to F&B staff
22. Implementing new greeting and seating techniques
Conclusion

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This SOP provides guidelines for F&B staff on the proper procedures for greeting and seating guests in the restaurant. By
following this SOP, F&B staff can help ensure guests have a positive dining experience.

STW010
Subject: Order–Taking
Purpose
The purpose of this SOP is to provide guidelines for servers on the proper procedures for greeting and taking orders from guests.
Scope
This SOP applies to all servers who are responsible for greeting and taking orders from guests.
Responsibility
All servers are responsible for following this SOP.
Procedures
Approach the table
1. The server should immediately acknowledge all new parties in their section, regardless of how busy they are.
2. The server should maintain eye contact and have a warm smile.
3. The server should greet the guests within 1 minute of seating and offer a pre-meal drink, automatically suggest the
water, and ascertain the guest’s preference (still/sparkling/cold/room temperature).
4. If the server’s hands are full, the customer automatically knows they can't take their order at that minute. The
server can pause, smile, and say, "Hi, I'll be with you in just a minute." This will satisfy the customer so that they
feel important and can relax until you return.
5. When approaching a table, the server’s objective is to make guests feel welcome and confident in knowing that the
server is there to take care of them.
6. The server should focus on the guests and make them welcome, that they've made an excellent decision to be at a
restaurant and give them a sense that they're in friendly, competent hands.
7. The server should introduce themselves – “Good afternoon, welcome! My name is Irina. I will serve your table.
Please let me know if you would like anything…”
8. The server should always use "Mr." or "Ms." unless they are told or are sure it's proper to use a guest's first name.
9. The server should briefly introduce the outlet concept for first-time guests.
Check for any special requests

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10. Ask the guests if they have any special requests, such as dietary restrictions or allergies.
11. Note any special requests on the guest's order ticket.
Take the order
12. The server should never lean or write on the table or crouch down on their knees.
13. The server should have an order notepad and a pen.
14. Water should be served within 3 minutes of taking the order.
15. The server should present the menu according to RR presentation standards.
16. When ordering, servers should always look at the customer directly and stand erect.
17. Guests should be informed that they will be approached as soon as they are ready for the order.
18. The server should have answers regarding all details from the menu, what is in it, and what would go well with it.
(ingredients/components, cooking method, allergens)
19. The server should be able to describe the dishes’ textures, tastes, and flavors.
20. If the guests are lost and don’t know what to order, the server should ask questions regarding their preference for
meat/fish/vegetables and try to offer items from the menu accordingly.
21. Each time the server takes an order, he should know what might elevate the guests' experience. Should be relaxed
and friendly, polite and professional, and should have an idea of what extras (appetizers, sides, etc.) Allow the
customers to finish ordering before jumping in with suggestions. They will suggest suggestions based on what
they genuinely think will enhance the guest's dining experience. If they hesitate, then it's the server’s turn. "May I
suggest the Georgian traditional…? It's one of our most traditional/popular dishes." If they still hesitate, the server
might say, "Would you like a little longer to decide? Please let me know if I can answer any questions."
22. The server can offer premium liquor in all cocktails. (Gin tonic – would you like to have it with Hendriks?) It
makes the drink taste better.
23. The server should make specific suggestions at every step of the meal if it's appropriate: drinks, appetizers, sides,
beer, desserts, and after-dinner drinks. Sure, we remember, but more importantly, we want our guests to leave
delighted, so they RETURN! Always remember that the first objective is to show guests a marvelous time, not
PUMP UP THE CHECK.
24. If the guest doesn’t order the starter and orders the main course, the server should mention an estimated serving
time and offer starters in case the time seems too long to the guest.
25. The server should always repeat the order back to the guests to ensure accuracy.
26. The server should inform guests of the expected service time.
27. The server should always ask about food allergies or dietary requirements.
28. The server should write down the order and mention seat numbers (S1, S2, S3…).
29. While putting the order in the system, always mention seat numbers, allergies, or special requirements.
Thank the guests
30. Thank the guests for their order.

31. Let them know that you will be back with their drinks and food shortly.
Quality Assurance
The F&B Manager is responsible for ensuring that all servers are following this SOP.
Training
All servers must be trained in the proper procedures for greeting and taking orders from guests. This training should be conducted
regularly.
Documentation
All servers must sign a document indicating they have been trained in the proper procedures for greeting and taking orders from
guests.

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Evaluation
32. The overall compliance of servers with this SOP

33. The guest satisfaction with the greeting and order-taking process

35. Providing additional training to servers
36. Implementing new greeting and order-taking techniques
Conclusion
This SOP provides guidelines for servers on the proper procedures for greeting and taking orders from guests. By following this
SOP, servers can help ensure guests have a positive dining experience.

STW011
Subject: Menu Presentation


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Purpose
The purpose of this SOP is to provide guidelines for F&B staff on the proper way to present the menu to guests in a restaurant.
Scope
This SOP applies to all F&B staff responsible for presenting the menu to guests.
Responsibility
General comments:
1. All menus should be clean and in good condition, grammatically correct, and easy to read.
2. Food should be presented appealingly and resemble its description on the menu.
3. Menus should be in Georgian and English languages.
Procedures
Approach the table
4. Menus should be presented to the guest within 1-2 minutes of seating.

5. Approach the table from the guest's left side.
6. Greet the guest and introduce yourself.
Present the menu
7. Place the menu in front of the guests.

8. Open the menu to the first page.
9. Point out any specials, 86, or menu features. Always point to any recommendations or house favorites.
Answer questions
10. Answer any questions that the guest may have about the menu.
11. Be sure to explain any items the guest may not be familiar with.
Take the order
12. Once the guest is ready to order, take their order.

13. Be sure to repeat the order back to the guest to ensure accuracy.
Quality Assurance
Training

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All F&B staff must be trained to present the menu to guests properly. This training should be conducted regularly.
Documentation
All F&B staff must sign a document indicating that they have been trained to present the menu to guests.
Evaluation

15. The guest satisfaction with the menu presentation

18. Implementing new menu presentation techniques
Conclusion
This SOP provides guidelines for F&B staff on properly presenting the menu to guests in a restaurant. By following this SOP,
F&B staff can help ensure guests have a positive dining experienc

STW012
Subject: Food Serving


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Purpose
The purpose of this SOP is to provide guidelines for restaurant supervisors and servers on the proper procedures for serving food.
Scope
This SOP applies to all restaurant supervisors and servers.
Responsibility
All restaurant supervisors and servers are responsible for following this SOP.
Procedures
1. Serve food from the customer's left.

2. Serve children first, then women, and then men.
3. Whenever you serve a course, ask if there is anything else you can do for the table.
4. After delivering food to the table, give the customer a few minutes to try the dish and then return to the table. "How is
your steak temperature? Can I get you another...beer, cocktail?" When checking on food items, consistently bring out
the positive, and eliminate the negative. Do ask, "Did you like how your steak was cooked?” Don't ask, "Was
everything ok tonight?" Ask an intelligent, specific question and show you're concerned about the answer you get. If
something isn't right, do what you can to make it right.
5. Whenever serving a course, position the plate so that the "meat" of the course is closest to the customer.
6. Bring food to the guest’s table if it is not a buffet service.
7. Present the food from the guest’s left side.
8. Prepare the food plates from the kitchen and place them on the guest table in case of casual dining.
9. Serve one food item at a time.
10. Serve the eldest lady guest of the group first unless the lady herself is the host. After all, ladies are served, serving the
men’s guests starting from the oldest.
11. Always present a dish with its respective serving spoon and fork
12. Tilt the service bowl a little to bring east in serving and take it away after serving.
13. Always present the ordered drink in an appropriate glass by informing the name to the guest.
14. When the same wine is offered in consecutive courses, serve it in the same wine glass. If the wine is changed, replace
the glass with a fresh one.
15. Never handle a glass by the rim with their hand over the drinking surface.
16. If an order is delayed in the kitchen, the server should first tell the manager and then tell the customers. The manager
will go to the table and explain the situation as well. The server should never hide delays from your customers.
17. The server should avoid any long conversations at any table. This will only upset other customers.

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STW013
Subject: Wine Presentation and Serving

Purpose
The purpose of this SOP is to provide guidelines for restaurant sommeliers, supervisors, and servers on the proper procedures for
presenting and serving wine.
Scope
This SOP applies to all restaurant sommeliers, supervisors, and servers.
Responsibility
All restaurant sommeliers, supervisors, and servers are responsible for following this SOP.
Procedures
Preparation

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1. Gather all necessary supplies, including wine glasses, a corkscrew, and a wine opener.
2. Chill the wine to the appropriate temperature.
3. Wipe down the wine glasses with a damp cloth.
Storage of the wines
Store red wine in storage bins and white wine in refrigerated storage boxes horizontally to keep corks moist.
Proper Storage Temperatures
Red Wines 8-12 C
White Wines 12-16 C
General rules of wine serving
4. Lighter white wines must always be served chilled, between 7-10 degrees ̊C
5. White wines with more body (Qvevri wines or oak) should be served at a warmer temperature of 10-13 degrees ̊ C
6. Rose wine must always be served chilled at 8 to 12 degrees °C.
7. Red wine must always be served chilled at 10 to 12 degrees °C.
8. Light, fruity reds must always be served around 12 to 13 degrees °C.
9. Medium-bodied reds must always be served between 14 to 16 degrees °C.
10. Full-bodied reds must always be served between 16 to 18 degrees °C.
11. The server should always serve white wine in a bucket, stand, wine opener, and wine napkin.
12. The server should always open the bottle in front of guests.
13. The server should always present wine to the host/Person who ordered the wine for approval.
14. The server should always let the host taste-test wine.
15. The server should never disturb wine, especially red wine (always should handle wine carefully).
16. When pouring wine, the bottle should never touch the glass.
17. The server should fill white wine glasses 2/3; red wine glasses ½; oversized glasses about 1/3.
18. The host should taste the wine before serving another guest; the Server should pour 30ml for tasting.
19. Ladies should be served first.
20. The server should begin serving with the person to the host’s left and continue serving clockwise around the
table.
21. The server should pour the wine evenly so that every person at the table gets an equal portion.
22. If two guests are at the table, the lady must be served first, and then the gentleman.
23. The server should say, “Please enjoy your wine” after pouring the wine for each guest.
24. All glassware must be clean and free of dirt, chips, and watermarks.
25. Refill all guests’ glass as soon as it is below 10% of the glass.
26. When finished pouring the bottle, the server should ask if a guest would like to order another one.
27. When a second bottle of the same white wine is to be served, ask guests if new glasses are needed. The server should
remove the empty bottle and ice bucket if the wine bottle is finished, and no other bottle is needed.
Presentation of the Wine Bottle
28. The server should always place the white wine bottle in a clean, polished wine bucket.
29. The server should fill the wine bucket with 1/2 ice and 1/3 water.
30. The server should have a service napkin available.
31. The server should carefully carry the wine bucket to the guest’s table.
32. The server should always wipe the bottle before presenting it to the guest for approval.
33. The server should carry red wine to the table with hands without a bucket.
34. The server should present the bottle to the host/person who ordered the wine from the right side, showing the label with
a slight turning motion and holding the bottle in the palm of the left hand, with the label facing the guest.
35. The server should announce the wine’s name and vintage and obtain confirmation from the host/person who ordered
the wine” Excuse me, Mr. Levan; this is your “Mukuzani,” 2020”.
36. Upon confirmation, the server should ask the guest if they may open and serve the wine.
Serving the red wine
Service Steps:

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1. The server has to carry red wine to the table.

a slight turning motion and holding the bottle in the palm of the left hand, with the label facing the guest.
the wine” Excuse me, Mr. Levan; this is your Kisi, 2020”.
5. The server has to put the wine on the table facing the guest and start opening the wine.
6. The server has to cut the lead foil with a corkscrew knife at the top of the neck extension.
7. The server has to wipe the neck and lip of the bottle with a napkin.
8. The server has to place the corkscrew in the center of the cork and turn clockwise until the tip almost reaches the
bottom of the cork.
9. The server has to place the lever on the lip of the bottle and hold it in place with the left hand.
10. The server must grasp the corkscrew and cork and remove them gently sideways.
11. The server has to wipe the neck and lip of the bottle again with a napkin.
12. The server has to remove the cork from the bottle, gently smell it, make sure that everything is all right, remove the
cork from the corkscrew, and put the cork on the table.
13. The server must fold the corkscrew and put it in the pocket
14. The server has to ask who will taste the wine, pour 30 ml, and wait for their approval. Do not touch the rim of the wine
glass with the wine bottle.
15. Upon approval, the server has to serve wine to all guests moving counterclockwise around the table and finishing with
the host (the person who ordered the wine).
16. After serving each guest, the server has to use a napkin to wipe the neck.
17. When holding wine, the server has to show the label.
18. When pouring, the server has to make a one-quarter counter-clockwise turn with the bottle to avoid dripping.
19. The server must remove the cork from the table if the host is happy with the wine.
20. The server must put the ice basket in front of the guest’s table, in a safe place, and after pouring the wine, place it in the
basket, and on the basket, put the wine napkin
Opening the wine bottle
1. The server should place the wine on the guest’s table facing the guest and start opening the wine.
2. The server should place a wine napkin on the left forearm.
3. The server should hold the neck of the bottle with the left hand and the wine opener with the right hand while the knife
is opened between the thumb and index finger When opening, The server should always cut the seal below the neck.
The server should never turn the bottle; turn movements by making two clean cuts from left to right with the knife of
the corkscrew.
5. The server should put the seal into your pocket and close the knife using your right hand’s index finger.
6. The server should press the point, insert it into the center of the cork and turn clockwise.
7. The server should screw into the cork until almost one and a half swirl are left unscrew
10. The server must remove the cork from the bottle Without Sound, gently smell it, make sure that everything is all right,
remove cork from the corkscrew, and put the cork on the table.
11. The server must fold the corkscrew and put it in the pocket
12. Unscrew the cork from the wine opener and put both opener and cork into your pocket.
Serving white and rose wines
21. White and Rose wines should be served chilled at 7 to 12 degrees °C (According to detailed general instructions)
22. When serving wine, the server should place it in an ice bucket filled with ice and water close to the host.
23. The wine should be removed from the ice bucket when presenting and pouring it.
a slight turning motion of the bottle and holding the bottle in the palm of the left hand, with the label facing the guest.
the wine” Excuse me, Mr. Levan; this is your Kisi, 2020”.
27. The server has to put the wine on the table facing the guest and start opening the wine.
28. The server has to cut the lead foil with a corkscrew knife at the top of the neck extension.

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30. The server has to place the corkscrew in the center of the cork and turn clockwise until the tip almost reaches the
bottom of the cork.
31. The server has to place the lever on the lip of the bottle and hold it in place with the left hand.
34. The server has to remove the cork from the bottle, gently smell it, make sure that everything is all right, remove the
cork from the corkscrew, and put the cork on the table.
35. The server has to fold the corkscrew and put it in the pocket
36. The server has to ask who will taste the wine, pour 30 ml, and wait for their approval. The wine bottle should not touch
the rim of the wine glass.
37. Upon approval, the server has to serve wine to all guests moving counterclockwise around the table and finishing with
the host (the person who ordered the wine).
38. After serving each guest, the server has to use a napkin to wipe the neck.
40. When pouring, the server has to make a one-quarter counter-clockwise turn with the bottle to avoid dripping.
41. The server must remove the cork from the table if the host is happy with the wine.
42. The server has to put the ice basket in front of the guest’s table, in a safe place, and after pouring the wine, place it in
the basket, and on the bucket, put the wine napkin
Serving of Sparkling wines/pet nats and champagne
43. Sparkling wines/pet nats are served at 7 to 10 degrees °C and kept in a wine bucket at the host’s side.
44. The wine should be removed from the ice bucket when presenting and pouring it.
a slight turning motion of the bottle and holding the bottle in the palm of the left hand, with the label facing the guest.
the wine.
48. The server should open by removing aluminum foil and wire (cutting with the knife).
49. The server should hold the bottle in the right hand and neck and the cork in the left hand (with napkin).
50. The server should slowly turn the bottle, not the cork.
51. The server should never point the bottle at a person.
52. The server should slowly remove the cork, making sure not to pop it off. The old bottle at a 45º angle to prevent it from
spilling (this allows the gases to escape without pushing out the liquid).
53. The server should offer a taste test to the host/person who ordered the wine and wait for their approval.
54. After the approval, the server should move counterclockwise around the table and finish with the host.
55. The server should partially fill the glass on the first pour, wait for the bubbles to subside, and then pour again until the
glass is 2/3 full.
57. The server must put the ice basket in front of the guest’s table, in a safe place, and after pouring the wine, place it in the
basket, and on the basket, put the wine napkin
Quality Assurance
Training
All supervisors and servers must be trained in the proper procedures for presenting and serving wine. This training should be
Documentation
All supervisors and servers must sign a document indicating that they have been trained in the proper procedures for presenting
and serving wine.

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Evaluation

59. The guest satisfaction with the wine presentation and serving

62. Implementing new wine presentation and serving procedures
Conclusion
This SOP provides guidelines for restaurant servers on the proper procedures for presenting and serving wine. By following this
SOP, restaurant servers can help ensure guests have a positive dining experience.

STW014
Subject: Complimentary Food & Drinks

Purpose
The purpose of this SOP is to provide guidelines for supervisors and servers on the proper procedures for providing
complimentary food and drinks to customers.

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Scope
This SOP applies to all supervisors and servers.
Responsibility
All supervisors and servers are responsible for following this SOP.
Procedures
Approval
1. A supervisor must approve complimentary food and drinks before they are given to a customer.
2. The supervisor must be satisfied that the customer deserves complimentary food or drink.
Selection
3. The supervisor or server must select a complimentary food or drink that is appropriate for the customer.
4. The food or drink must be something the customer will likely enjoy.
Presentation
5. The complimentary food or drink must be presented professionally.

6. The food or drink must be on a clean plate or glass.
Delivery
7. The complimentary food or drink must be delivered to the customer promptly.

8. The food or drink must be delivered with a smile and a friendly greeting.
Quality Assurance
Training
All supervisors and servers must be trained in the proper procedures for providing complimentary food and drinks to customers.
This training should be conducted regularly.
Documentation
All complimentary food and drinks must be documented. This documentation should include the following information:
9. The date and time of the complimentary food or drink

10. The name of the customer
11. The type of complimentary food or drink
12. The reason for the complimentary food or drink

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Evaluation
13. The overall compliance of supervisors and servers with this SOP
14. The satisfaction of customers with the complimentary food and drinks

16. Providing additional training to supervisors and servers
17. Implementing new procedures for providing complimentary food and drinks
Conclusion
This SOP provides guidelines for supervisors and servers on the proper procedures for providing complimentary food and drinks
to customers. By following this SOP, supervisors, and servers can help to ensure that customers are satisfied with their
experience at the restaurant.

STW015
Subject: Upselling
Purpose
The purpose of this SOP is to provide guidelines for F&B servers on how to upsell to guests.
Scope

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This SOP applies to all F&B servers responsible for taking orders for food and beverages.
All F&B servers are responsible for following this SOP.
Procedures
Identify Upselling Opportunities
1. F&B servers should be aware of any upselling opportunities when taking a food and beverage order.
2. For example, if a guest orders a steak, you could suggest a side dish or dessert.
3. Suggesting a higher-priced item that is better value.
4. Suggesting aperitifs before the meal.
5. Suggest digestives after the meal.
6. Bringing dessert menu after the main course.
Make the Upsell
7. When upselling, F&B servers should be friendly and confident.

8. They should focus on the benefits of the upsell for the guest.
9. For example, if are suggest riced an item, they could point out that it is a better value because it comes with more food
or a free drink.
Overcome Objections
10. Guests may sometimes object to an upsell.

11. F&B servers should be prepared to handle these objections.
12. Some common objections include:
"I'm on a budget."
"I'm not hungry enough for that."
"I don't like that."
To overcome these objections, F&B servers should:
13. Listen to the guest's concerns

14. Offer alternatives
Quality Assurance
The C&B and service lead ensure that all F&B servers follow this SOP.
Training
All F&B servers must be trained in upselling techniques. This training should be conducted regularly.
All F&B servers must sign a document indicating that they have been trained in upselling techniques.
Evaluation
The F&B lead and service lead are responsible for evaluating the effectiveness of this SOP on a regular evaluation should include
the following:

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15. The overall compliance of F&B servers with this SOP

16. The number of upsells that are made
17. The guest satisfaction with the upsells

20. Implementing new upselling techniques
Conclusion
This SOP provides guidelines for F&B servers on how to upsell to guests. By following this SOP, F&B servers can help to
increase sales and improve guest satisfaction.

STW016
Subject: Bill Providing

Purpose
The purpose of this SOP is to provide guidelines for F&B staff on the proper procedures for providing bills to guests.
Scope

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This SOP applies to all F&B staff responsible for providing guest bills.
Responsibility
Procedures
Check if the guest is ready to pay
1. The server can only provide the bill if the guest asks.
2. Once the guest asks for the bill, the server should specify how they would like to pay, whether a credit card or
cash.
3. If the guest is not ready to pay, offer to get them anything else they may need.
Present the bill
4. Once the guest is ready to pay, present the bill to them.

5. Be sure to include all ordered items and any applicable taxes and service charges.
6. Server should double-check the order and ensure that everything is punched, and they can print it and provide the
bill to the guest WHO ASKED for IT.
7. Before providing the bill, the tables should be clean, and while providing the billing the server should ask once
again if the guest is happy with their experience.
8. Bill should be presented in a special RR bill holder, closed, and presented to the guest from their left side.
9. Server should give the guest 2 minutes to check the bill and then ask if everything is all right and if they are ready
to pay. The server should ensure the bill holder is clean and in good condition.
10. If the guest pays by cash, the server should take the bill holder close to the cashier station and tell the guest that
he/she will return with the change.
11. Never assume that the change is your tip!
12. After taking the payment server, ask if the guest would like a copy of the check.
Accept payment
13. Once the bill has been presented, accept payment from the guest.
14. Be sure to make changes if necessary.
15. If the payment returns a copy of the printed bill and the balance receipt with the correct change.
16. If the guest wishes to pay by card, bring the card machine to the table and carefully take payment.
Thank the guest
17. When the guest stands up to leave the table, pull the chair backward by informing him/her to help to get out of the
chair gracefully.
18. Thank the guests for their visit and invite them to visit again. Wish them a pleasant day.
Quality Assurance
The C&B lead and service lead are responsible for ensuring that all F&B staff follow this SOP.
Training

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All F&B staff must be trained in the proper procedures for providing bills to guests. This training should be conducted regularly.
Documentation
All F&B staff must sign a document indicating that they have been trained in the proper procedures for providing bills to guests.
Evaluation

20. The guest satisfaction with the bill-providing process

23. Implementing new bill-providing techniques
Conclusion
This SOP provides guidelines for F&B staff on the proper procedures for giving bills to guests. By following this SOP, F&B staff
can help ensure guests have a positive dining experience.

STW017
Subject: Lost & Found

Purpose
The purpose of this SOP is to provide guidelines for restaurant service staff on the proper procedures for handling lost and found
items.

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Scope
This SOP applies to all restaurant service staff.
Responsibility
Procedures
Reporting
1. If a customer reports a lost item, the server or other staff member should immediately report the item to the supervisor
and host.
2. The supervisor and the host will take possession of and store the item safely.
Identifying
3. The host will attempt to identify the owner of the lost item.
4. This can be done by asking the customer for a description of the item, or by looking for identifying marks on the item.
Contacting the Owner
5. If the host can identify the lost item’s owner, they will contact the owner and arrange to return the item.
6. If the host cannot identify the lost item’s owner, the item will be kept in the lost and found for two weeks.
Discarding
7. If the item is not claimed after some time, it will be discarded.
Quality Assurance
The C&B lead and service lead are responsible for ensuring that all staff follow SOP.
Training
All staff must be trained in the proper procedures for handling lost and found items. This training should be conducted regularly.
Documentation
All lost and found items must be documented. This documentation should include the following information:
8. The date and time the item was lost

9. The description of the item
10. The name of the customer who reported the item lost
11. The manager took the action

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Evaluation
12. The overall compliance of staff with this SOP

13. The timeliness of lost and found items being returned to their owners
14. The number of lost and found items that are discarded

16. Providing additional training to staff
17. Implementing new lost and found procedures
Conclusion
This SOP provides guidelines for restaurant service staff on the proper procedures for handling lost and found items. By
following this SOP, restaurant service staff can help ensure that lost and found items are handled promptly and efficiently.

STW018
Subject: F&B Outlets Opening & Closing

Purpose
The purpose of this SOP is to provide guidelines for restaurant staff on the proper procedures for opening and closing the
restaurant.

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Scope
This SOP applies to all restaurant staff, including managers, servers, hosts, and bartenders.
Responsibility
All restaurant staff are responsible for following this SOP.
Procedures
Opening
1. The restaurant supervisor and designated opening staff member must arrive at least one hour before the restaurant's
opening time.
2. The restaurant manager or designated opening staff member must perform the following tasks:
3. Check the restaurant's exterior and interior for cleanliness and safety.
4. Check all restrooms, air conditioning, heat, ice machines, card machines, guest Wi-Fi, and systems to ensure they
operate properly.
5. Turn on the lights and heat or air conditioning.
6. Set up the dining room and bar.
7. Survey the interior and check light fixtures, tables, chairs, and floor for general cleanliness and working conditions.
8. Check all registers according to the RR registers checklist to see that they have been properly cleared and are in
adequate working condition.
9. Check if all windowsills are clean.
10. Inspect the exterior for trash, debris, broken glass, etc.
11. Check side stations using the RR side stations checklist.
12. Check if condiment containers, salt, and pepper shakers are clean and full
13. Request a cash deposit from the cashier for operation.
14. Prepare the kitchen for service
15. Check with the chefs about the day’s specials, items that aren’t available (86), and items that should be things.
16. Proceed to the office, check notes in the logbook, and respond accordingly.
17. Complete a safety audit, and sign in the daily logbook.
18. Review the staff schedule, complete the daily labor card, and determine pre-shift meeting topics.
19. Keep safe and the office door locked.
20. Issue bar bank to the bartender.
21. Check the bar for proper setup, cleanliness, and par product levels.
22. Conduct a positive pre-shift meeting with the front-of-the-house staff.
23. Check dining room tables for proper setup and cleanliness ... Final walk-through
24. Set music volume, lighting level, and thermostat, and unlock the front door.
25. Enjoy the service!
Closing
26. Turn off all appliances and lights.
27. Wipe down all surfaces. This includes tables, chairs, countertops, and appliances.
28. Reset the dining room for the next day.
29. Wipe and store glasses, plates, and cutlery.
30. Count the money and complete the daily paperwork. This includes the cash register, credit card receipts, and food
inventory.
31. Lock the doors and leave the restaurant. Be sure to set the alarm system.
32. Start cleaning early. This will help you avoid feeling rushed at the end of the night.
33. Assign tasks to your staff; everyone should finish the job quickly and efficiently.
34. Be positive. Closing the restaurant can be much, but it's essential to stay positive. A positive attitude will help you get
the job done and make the experience more enjoyable for everyone involved.
Quality Assurance

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The C&B lead and service lead are responsible for ensuring that all staff are following this SOP.
Training
All restaurant staff must be trained in the proper procedures for opening and closing the restaurant. This training should be
Documentation
All restaurant staff must sign a document indicating that they have been trained in the proper procedures for opening and closing
the restaurant.
Evaluation
35. The overall compliance of restaurant staff with this SOP

36. The guest satisfaction with the restaurant's opening and closing procedures
The C&B lead and service lead are responsible for continuously improving SOP. This may include the following:

38. Providing additional training to restaurant staff
39. Implementing new opening and closing procedures
Conclusion
This SOP provides guidelines for restaurant staff on the proper procedures for opening and closing the restaurant. By following
this SOP, restaurant staff can help to ensure that the restaurant is clean, safe, and ready for guests.

STW019
Subject: Table Layout

Purpose
The purpose of this SOP is to provide guidelines for restaurant staff on how to set up tables in the restaurant.

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Scope
This SOP applies to all restaurant staff, including supervisors, servers, runners, and hosts.
Responsibility
All restaurant staff are responsible for following this SOP.
Procedures
General
1. Tables should be consistently laid up, promptly cleared, and re-laid when the guest departs (clean within 3 minutes and
re-laid within 5 minutes of clearing).
2. The tablecloth/napkin/place mat should be clean and without any stains.
3. Cutlery and crockery should be provided according to RR set-up standards, clean, and in good repair.
4. Water should be provided in a glass bottle.
5. Olive oil/vinegar bottles should be cleaned.
6. Salt and Pepper should be clean and full.
7. Sugar full selection should be provided (white, brown, sweetener/stevia).
8. Tables should be set up invitingly and functionally.
9. Tables should be spaced appropriately to allow for easy movement around the dining room.
10. Tables should be clean according to table clearance SOP
11. Tables should be set with the appropriate number of utensils and condiments.
Specific
12. The following items should be placed on each table:
o Placemats (optional)
o Napkins
o Cutlery for the starters
o Starter’s plates (optional)
o Water glasses
o Salt and pepper shakers (for breakfast)
Quality Assurance
The C&B lead and service lead are responsible for ensuring that all tables are set up according to this SOP.
Training
All restaurant staff must be trained in the proper procedures for setting up tables. This training should be conducted regularly.
Documentation
All restaurant staff must sign a document indicating that they have been trained on the proper procedures for setting up tables.
Evaluation

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13. The overall compliance of restaurant staff with this SOP

14. The guest satisfaction with the restaurant's table layout

16. Providing additional training to restaurant staff
17. Implementing new table layout techniques
Conclusion
This SOP provides guidelines for restaurant staff on how to set up tables in the restaurant. By following this SOP, restaurant staff
can help to ensure that guests have a positive dining experience.

STW020
Subject: Table Clearance


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Purpose
The purpose of this SOP is to provide guidelines for F&B staff on the proper table clearance procedures in a restaurant.
Scope
This SOP applies to all F&B staff who are responsible for clearing tables in a restaurant.
Responsibility
Procedures
Clear the table
1. Clear everything of the customer's rights.

2. Remove empty food plates (not personal ones) and empty glasses from the tables.
3. Empty glasses, small bowls, and cutlery should be served and cleared using the tray.
4. Whenever an RR colleague approaches the table for clearance, he should politely ask before removing anything from
the guest’s table.
5. Personal plates shouldn’t be removed until all table members are finished. The exception is if a guest asks to remove it.
6. The table should be cleaned within 5 minutes of guests finishing their meal or as required during the meal.
7. First should be removed, the dish plates, then the guest’s plates, then glasses and small bowls, saucers, and any small
item using the tray.
8. The table should be cleaned before serving the dessert. Everything except full glasses should be removed (salt, pepper,
and the table should be cleaned with a damp cloth and dried with a clean, dry towel.
9. Tables should be cleaned first with a clean, damp cloth (moisture it in a special cleaning liquid approved by the food
and safety control) and dried with a clean, dry towel.
10. Never use cleaning spray in front of guests.
11. Never bring the cleaning cloth with your hand; it should be placed on a particularly small plate.
12. The cleaning cloth should be clean and folded according to standard.
Prepare the table for the next guest
13. Place a clean tablecloth on the table.

14. Set out any condiments or utensils that the guest may need.
Quality Assurance
Training
All F&B staff must be trained in the proper table clearance procedures. This training should be conducted regularly.
Documentation
All F&B staff must sign a document indicating that they have been trained on the proper table clearance procedures.

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Evaluation

16. The guest’s satisfaction with the table clearance
The C&B lead and service lead are responsible for continuously improving this SOP. This may include the following:

19. Implementing new table clearance techniques
Conclusion
This SOP provides guidelines for F&B staff on a restaurant's proper table clearance procedures. By following this SOP, F&B
staff can help ensure guests have a positive dining experience.

STW021
Subject: Tray Carrying

Purpose
The purpose of this SOP is to provide guidelines for F&B staff on the proper procedures for carrying trays in the restaurant.

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Scope
This SOP applies to all F&B staff who are responsible for carrying trays in the restaurant.
Responsibility
Procedures
Prepare the tray
1. Ensure it is clean and debris-free before picking up the tray.

2. Place the tray flat and distribute the weight evenly.
3. Place any heavy items in the center of the tray and lighter items around the edges.
Pick up the tray
4. Pick up the tray with both hands, one on each side.

5. Keep your elbows close to your body and your back straight.
6. Lift the tray up and away from the surface.
Carry the tray
7. Carry the tray with your arms extended in front of you.

8. Keep your elbows close to your body and your back straight.
9. Walk at a steady pace and avoid sudden movements.
Place the tray down
10. When ready to place the tray down, do so on a flat surface.

11. Make sure the tray is stable before letting go of it.
Quality Assurance
Training
All F&B staff must be trained in the proper procedures for carrying trays in the restaurant. This training should be conducted
regularly.
Documentation
All F&B staff must sign a document indicating that they have been trained in the proper procedures for carrying trays in the
restaurant.
Evaluation

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13. The guest satisfaction with the tray-carrying process
The C&B lead and service lead are responsible for continuously improving this SOP. This may include the following:

16. Implementing new tray-carrying techniques
Conclusion
This SOP provides guidelines for F&B staff on the proper procedures for carrying trays in the restaurant. By following this SOP,
F&B staff can help ensure guests have a positive dining experience.

STW022
Subject: Handwashing
Purpose

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The purpose of this SOP is to provide guidelines for F&B servers on proper hand-washing techniques.
Scope
This SOP applies to all F&B servers who are responsible for handling food and beverage.
Responsibility
All F&B servers are responsible for following this SOP.
Procedures
Before Handling Food
1. Wash your hands with soap and water for at least 20 seconds.
2. Be sure to wash the backs of your hands, between your fingers, and under your nails.
3. Rinse your hands well with clean water.
4. Dry your hands with a clean towel or air dry them.
After Using the Restroom
Before and After Handling Raw Meat
After Touching Your Face
Quality Assurance
The F&B and service lead ensure that all F&B servers follow this SOP.
Training
All F&B servers must be trained in proper hand washing techniques, and-was hinging should be conducted regularly.

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Documentation
All F&B servers must sign a document indicating that they have been trained in proper hand-washing techniques.
Evaluation
The C&B lead and service lead are responsible for regularly evaluating this SOP's effectiveness. This evaluation should include
the following:
17. The overall compliance of F&B servers with this SOP

18. The effectiveness of this SOP in preventing the spread of foodborne illness

20. Providing additional training to F&B servers
21. Implementing new hand-washing technologies
Conclusion
This SOP provides guidelines for F&B servers on handwashing techniques. By following this SOP, F&B servers can help to
prevent the spread of foodborne illness.

STW023
Subject: Wine and Water Glasses Washing/Wiping/Keeping

Purpose

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The purpose of this SOP is to provide guidelines for F&B staff on the proper washing, wiping, and keeping of wine and water
glasses.
Scope
This SOP applies to all F&B staff who are responsible for handling wine and water glasses.
Responsibility
Procedures
Washing
1. Wash the glasses in hot, soapy water.

2. Be sure to clean the inside and outside of the glasses.
3. Rinse the glasses thoroughly with clean water.
4. Air dry the glasses or dry them with a clean towel.
Wiping
5. Before wiping glasses prepare hot water with lemon juice and put each glass in it.
6. Wipe the glasses with a clean, damp cloth.
7. Be sure to wipe the inside and outside of the glasses.
8. Dry the glasses with a clean towel.
Keeping
9. Store the glasses in a clean, dry place.

10. Do not stack the glasses too high.
11. Inspect the glasses regularly for any cracks or chips.
12. Discard any glasses that are damaged.
Quality Assurance
The C&B lead and Service lead ensures that all F&B staff follow this SOP.
6. Training
All F&B staff must be trained in properly washing, wiping, and keeping wine and water glasses. This training should be
Documentation
All F&B staff must sign a document indicating that they have been trained in the prop properly washing, wiping, and keeping
water glasses.
Evaluation

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14. The cleanliness and condition of the wine and water glasses

17. Implementing new cleaning technologies
Conclusion
This SOP provides guidelines for F&B staff on properly washing, wiping, and keeping wine and water glasses. By following this
SOP, F&B staff can help ensure that the glasses are clean and sanitary for guests.

STW024
Subject: Cutlery Washing/Wiping/Keeping

Purpose
The purpose of this SOP is to provide guidelines for F&B staff on the proper washing, wiping, and keeping of cutlery.

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Scope
This SOP applies to all F&B staff who are responsible for handling cutlery.
Responsibility
Procedures
Washing
1. Wash the cutlery in hot, soapy water.

2. Be sure to clean the blades, handles, and any other surfaces.
3. Rinse the cutlery thoroughly with clean water.
4. Air dry the cutlery or dry it with a clean towel.
Wiping
5. Before wiping the cutlery, prepare hot water with lemon juice and put each glass in it.
6. Wipe the cutlery with a clean, damp cloth.
7. Be sure to wipe the blades, handles, and any other surfaces.
8. Dry the cutlery with a clean towel.
Keeping
9. Store the cutlery in a clean, dry place.

10. Do not stack the cutlery too high.
11. Inspect the cutlery regularly for any damage.
12. Discard any damaged cutlery.
Quality Assurance
The C&B lead and service lead are responsible for ensuring that all F&B staff are following this SOP.
Training
All F&B staff must be trained in washing, wiping, and keeping cutlery properly. This training should be conducted regularly.
Documentation
All F&B staff must sign a document indicating that they have been trained in properly washing, wiping, and keeping cutlery.
Evaluation
The C&B lead and service lead are responsible for evaluating the effectiveness of this SOP on a regular basis. This evaluation
should include the following:

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14. The cleanliness and condition of the cutlery

17. Implementing new cleaning technologies
Conclusion
This SOP provides guidelines for F&B staff on properly washing, wiping, and keeping cutlery. By following this SOP, F&B staff
can help ensure that the cutlery is clean and sanitary for guests.

STW025
Subject: Breakage & Loss

Purpose
The purpose of this SOP is to provide guidelines for restaurant servers and supervisors on the proper procedures for handling
breakage and loss.

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Scope
This SOP applies to all restaurant servers and supervisors.
Responsibility
All restaurant servers and supervisors are responsible for following this SOP.
Procedures
Breakage
1. In the event of breakage, the server or supervisor should immediately report the incident to the Service lead or
C&B lead.
2. The C&B lead and service lead will assess the situation and determine the appropriate course of action.
3. Sometimes, the server or supervisor may be responsible for paying for the breakage cost.
Loss
4. In the event of loss, the server or supervisor should immediately report the incident to the Service lead or C&B
lead.
5. Service lead or C&B lead will assess the situation and determine the appropriate course of action.
6. In some cases, the server or supervisor may be responsible for paying for the cost of the loss.
Quality Assurance
The C&B lead and service lead are responsible for ensuring that all servers and supervisors follow this SOP.
Training
All servers and supervisors must be trained in the proper procedures for handling breakage and loss. This training should be
Documentation
All incidents of breakage and loss must be documented. This documentation should include the following information:
7. The date and time of the incident

8. The name of the server or supervisor involved
9. The description of the item that was broken or lost
10. The cost of the item
11. The action was taken by the C&B lead and service lead
Evaluation
12. The overall compliance of servers and supervisors with this SOP

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13. The reduction in breakage and loss

15. Providing additional training to servers and supervisors
16. Implementing new procedures for handling breakage and loss
Conclusion
This SOP provides guidelines for restaurant servers and supervisors on the proper procedures for handling breakage and loss. By
following this SOP, restaurant servers and supervisors can help reduce the amount of breakage and loss in the restaurant.

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STW026
Subject: Storage Management

Purpose
The purpose of this SOP is to provide guidelines for the restaurant service team on the proper procedures for storage
management.
Scope
This SOP applies to all restaurant service teams.
Responsibility

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All restaurant service teams are responsible for following this SOP.
Procedures
Cleaning
1. Clean the storage area regularly.

2. This will help to prevent the growth of bacteria and mold.
3. Use disinfectant to clean the area.
4. Wipe down all surfaces, including shelves, floors, and walls.
5. Ask the housekeeper to sweep and mop the floor.
6. Take out the trash.
Organizing
7. Organize the storage area in a way that makes sense.

8. This will help to keep the area clean and tidy.
9. Label all shelves and bins.
10. Store similar items together.
11. Keep heavy items on the bottom shelves and light items on the top shelves.
12. Do not overload shelves.
Rotating
13. Rotate the food and beverage items in storage regularly.

14. This will ensure that the oldest items are used first.
15. This will help to prevent food waste.
16. Check the expiration dates of all food and beverage items.
17. Discard any expired items.
Monitoring
18. Monitor the storage area regularly.

19. This will help ensure the area is clean, organized, and pests-free.
20. Report any problems to the manager.
Quality Assurance
The C&B lead and service lead are responsible for ensuring that all staff follows this SOP.
Training
All staff must be trained in the proper procedures for storage management. This training should be conducted regularly.
Documentation
All storage inspections and maintenance must be documented. This documentation should include the following information:
21. The date and time of the inspection or maintenance

22. The name of the staff member who conducted the inspection or maintenance

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23. The findings of the inspection or maintenance

24. The action is taken, if any
Evaluation
25. The overall compliance of staff with this SOP

26. The cleanliness and organization of the storage area
27. The absence of pests in the storage area

29. Providing additional training to staff
30. Implementing new storage managing procedures
Conclusion
This SOP provides guidelines for the restaurant service team on the proper procedures for storage management. By following this
SOP, the restaurant service team can help ensure that the storage area is clean, organized, and pests-free.

STW027
Subject: Food and Drinks Tasting

Purpose
The purpose of this SOP is to provide guidelines for restaurant service staff on the proper procedures for tasting food and drinks.
Scope
This SOP applies to all restaurant service staff.
Responsibility

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Procedures
Preparation
1. Gather all necessary supplies, including glass, plates, cutlery…

2. Wash your hands thoroughly with soap and water.
3. Prepare a pen and notebook.
Tasting
4. Taste each food and drink item individually.

5. Pay attention to each item's flavor, texture, and appearance.
6. Make notes about each item on a tasting sheet.
7. List your favorite ones and note what is special about them.
Documentation
8. Keep a tasting sheet for each food and drink item.

9. The tasting sheet should include the following information:
o The name of the item
o The date of the tasting
o The server's name
o The server's notes
Quality Assurance
The C&B lead and service lead are responsible for ensuring that all servers follow this SOP.
Training
All F&B staff must be trained in the proper procedures for tasting food and drinks. This training should be conducted regularly.
Documentation
All F&B staff must sign a document indicating that they have been trained in the proper procedures for tasting food and drinks.
Evaluation

11. The guest satisfaction with the food and drinks tasting

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14. Implementing new food and drinks tasting procedures
Conclusion
This SOP provides guidelines for restaurant servers on the proper procedures for tasting food and drinks. By following this SOP,
restaurant servers can help ensure guests have a positive dining experience.

STW028
Subject: Tips Dividing and Handling

Approved by: Husnu Tayanc
Purpose
The purpose of this SOP is to provide guidelines for F&B staff on properly dividing and handling tips.
Scope
This SOP applies to all F&B staff who are responsible for handling tips.
Responsibility
All F&B supervisors are accountable for following this SOP.
Procedures
Collecting Tips
1. Tips should be collected in a locked box or drawer.

2. The box or drawer should be kept in a secure location.

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3. Tips should be collected at the end of each shift.

4. There should be a tips book where daily base supervisors should write down tips by cash and by the card machine.
Dividing Tips
5. 70% of the tips should be divided evenly among all F&B service staff who were present during the shift, and 30% of
the tips should be divided evenly among all kitchen staff (considering the RR tips dividing policy).
6. Tips should be divided into cash.
7. Tips should be divided in front of all F&B staff at the end of the month.
Handling Tips
8. Tips should be handled with care.

9. Tips should not be used for personal expenses.
10. Tips should be deposited into a bank account; they can be used to purchase gift cards for F&B staff.
Quality Assurance
Training
All F&B staff must be trained in properly dividing and handling tips. This training should be conducted regularly.
Documentation
All F&B staff must sign a document indicating that they have been trained in properly dividing and handling tips.
Evaluation

12. The fairness of the tip distribution
13. The security of the tips
The C&B lead and service lead are responsible for continuously improving. This may include the following:

16. Implementing new tip-handling methods.
Conclusion

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This SOP provides guidelines for F&B staff on properly dividing and handling tips. By following this SOP, F&B staff can help to
ensure that tips are handled fairly and securely.

STW029
Subject: Breaks
Approved by: Husnu Tayanc
Purpose
The purpose of this SOP is to provide guidelines for F&B service staff on the proper procedures for taking breaks.
Scope
This SOP applies to all F&B service staff.
Responsibility
All F&B service staff are responsible for following this SOP.
Procedures
Frequency
1. F&B service staff are entitled to 15-minute break every four hours worked.
2. F&B service staff are entitled to a 30-45-minute lunch break for every eight hours worked.
Timing
3. F&B service staff should take their breaks during slow periods.

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4. F&B service staff should not take their breaks during peak periods.
Location
5. F&B service staff should take their breaks in a designated area.

6. The designated area should be clean and comfortable.
Supervision
7. F&B service staff must inform their supervisor when taking a break.
8. F&B service staff must return from their break on time.
Quality Assurance
The C&B lead and service lead ensure that all F&B service staff follow this SOP.
Training
All F&B service staff must be trained in the proper procedures for taking breaks. This training should be conducted regularly.
Documentation
All breaks must be documented. This documentation should include the following information:
9. The date and time of the break

10. The name of the F&B service staff member
11. The length of the break
12. The reason for the break
Evaluation
The C&B lead and service lead are responsible for regularly evaluating this SOP's effectiveness. This evaluation should include
the following:
13. The overall compliance of F&B service staff with this SOP
14. The satisfaction of F&B service staff with the break policy

16. Providing additional training to F&B service staff
17. Implementing new break policies
Conclusion

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This SOP provides guidelines for F&B service staff on the proper procedures for taking breaks. By following this SOP, F&B
service staff can help ensure they can stay refreshed and productive during their shifts.

Service SOPs

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Service SOPs

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2023

Standard Operating Procedure (SOP)

Standard Operating Procedure (SOP) | F&B Service

Standard Operating Procedure (SOP) | F&B Service

Standard Operating Procedure (SOP) Service Department

Standard Operating Procedure (SOP) | F&B Service

Positioning of Service Department

Service operations creative lead

Reports to the C&B Lead.

Reports to service operations creative lead.

Standard Operating Procedure (SOP) | F&B Service

1. Leads F&B service team.

Reports to service operations creative lead.

1. Takes accurate and complete reservations.

Reports to supervisor and service operations creative lead.

1. Welcomes guests to their stations and assists in seating.

Standard Operating Procedure (SOP) | F&B Service

Reports to supervisor and service operations creative lead.

1. Support the company's philosophy and company culture.

Standard Operating Procedure (SOP) | F&B Service

Standard Operating Procedure (SOP) Service Department

5. Makeup should be natural and understated.

8. Nails should be clean, trimmed, and filed.

11. Jewelry should be minimal and tasteful.

Standard Operating Procedure (SOP) | F&B Service

14. The uniform must be clean, pressed, and in good repair.

19. F&B service staff should practice good personal hygiene.

25. Reviewing the SOP

Standard Operating Procedure (SOP) | F&B Service

26. Providing additional training to F&B service staff

Standard Operating Procedure (SOP) Service Department

Subject: General Guidelines for Supervisors and Servers

This SOP applies to all supervisors and servers in the restaurant.

1. Guest needs and concerns

Standard Operating Procedure (SOP) | F&B Service

10. Helping each other out during busy periods

14. Being friendly and welcoming to guests

Standard Operating Procedure (SOP) | F&B Service

41. Reviewing the SOP

Standard Operating Procedure (SOP) | F&B Service

Standard Operating Procedure (SOP) Service Department

Subject: Safety and Security

1. Be aware of your surroundings at all times.

Standard Operating Procedure (SOP) | F&B Service

8. The overall compliance of restaurant service staff with this SOP

10. Reviewing the SOP

Standard Operating Procedure (SOP) | F&B Service

Standard Operating Procedure (SOP) F&B Department

Subject: Restaurant Reservations

All F&B staff are responsible for following this SOP.

Greet the caller

Determine the number of guests

4. Ask the caller how many guests will be at their party.

Standard Operating Procedure (SOP) | F&B Service

Determine the date and time of the reservation.

Take the guest's contact information.

Thank the caller and confirm the reservation

10. Thank the caller for their reservation.