FOOD-AND-BEVERAGE-SERVICE-SOP-docx.docx

I N D E X STANDARD OPERATING PROCEDURES SOP No 1 Grooming 1-3 SOP No 2 Time in procedure 4-5 SOP No 3 Handling guest complaints 6-7 SOP No 4 Personal Hygiene in F&B department: 8-9 SOP No 5 Restaurant service sequence 10-12 SOP No 6 Greeting guest upon arrival 13-14 SOP No 7 How to Fill in Guest...

I N D E X STANDARD OPERATING PROCEDURES SOP No 1 Grooming 1-3 SOP No 2 Time in procedure 4-5 SOP No 3 Handling guest complaints 6-7 SOP No 4 Personal Hygiene in F&B department: 8-9 SOP No 5 Restaurant service sequence 10-12 SOP No 6 Greeting guest upon arrival 13-14 SOP No 7 How to Fill in Guest Order 15-18 SOP No 8 How to Setup Restaurant Table 19-21 SOP No 9 Laying Silverware and Plates 21-25 SOP No 10 How to Setup Table Linen - Napkins 26-28 SOP No 11 Clearing soiled plates 29-31 SOP No 12 Preparation for De-Crumbing the Table 32-33 SOP No 13 How to Handle Service Tray in Restaurant 34-36 SOP No 14 How to Serve Fresh Fruit Juice 37-38 SOP No 15 How to Serve Mineral Water in Restaurant 39-40 SOP No 16 How to Serve Soft drinks to Guest 41-42 SOP NO 17 How to Sort Soiled Chinaware 43-45 SOP NO 18 Guest Billing and checks 46-48 SOP NO 19 Checking the Buffet Table 49-50 SOP NO 20 Delivering guest orders in Room 51-53 SOP NO 21 Departmental policy setup in Room 54-55 SOP NO 22 Order taking tips in Room Service 56-58 SOP NO 23 Serving the In-Room Dining 59-60 SOP NO 24 Pre-set tray 61-61 FOOD AND BEVERAGE SERVICE SOP SOP Number: F&B - 01 Department: Food and Beverage Service – General Date Issued: 10/10/2019 Time to Train: 30 Minutes Grooming in F&B Department: For Gentlemen: Hair should be combed back, short, well-trimmed and should not cover the forehead. It should not be grown below the nape of the neck. Natural colour of hair to be maintained and not be excessively gelled or frizzy. Sideburns should not be below the middle of ear Moustache and beard Moustache if worn be well trimmed and not cover the upper lip. Should be clean shaven on duty. Beard permitted for religious reasons only should be well trimmed. Nails Hand and toe Nails be clean and well-trimmed. No colour is permitted. Jewellery Jewellery must be limited to a minimum One ring on each hand Bracelets are not allowed unless for religious reasons. Metal watches of reasonable size with leather or metal strap to be worn. Ear rings are not permitted Breath Breath must be fresh (no smell of foodstuff, cigarette smoke or alcohol) Body odour Ensure that deodorants and/or anti prespirants are used daily to ensure that no body odour is present. Footwear Black socks to be worn. Socks be changed daily so that it doesn’t smell Black shoes with laces to be worn Safety shoes by company are issued to engineering and Kitchen employees. The same to be worn. For ladies: Hair Hair should be combed back, well-trimmed and should not cover the forehead. Hair should be made into a bun and covered with a net. Hair length if just up to the nape of the neck could be made into a pony tail. Hair should not fall below the nape of the neck. Natural colour of hair to be maintained and not be excessively gelled or frizzy. Face A light make up of foundation, eye liner be worn. Rouge as per skin tone may be worn. A neutral or medium shade lipstick should be worn. Heavy or brightly coloured make up to be avoided. Nails Hand and toe Nails be clean and well-trimmed. If nails are long, they should be shaped Nail polish of neutral or light shades are permitted. Jewellery Jewellery must be limited to a minimum. No large or hanging or noisy jewellery to be worn. One ring on each hand One simple bracelets or bangle can be worn. Only one Ear studs to be worn. Metal watches of reasonable size with leather or metal strap to be worn. Breath Breath must be fresh (no smell of foodstuff, cigarette smoke or alcohol) Body odour Ensure that deodorants and /or antiperspirants are used daily to ensure that no body odour is present. Footwear Stockings may or may not be worn with skirts. If worn should be of skin tone and plain in texture. In case of trousers black socks to be worn. Black shoes with a small heel to be worn. Pencil or high heels are not permitted. Safety shoes by company are issued to engineering and Kitchen employees. The same to be worn. Training Summary questions: Q1. What all should food handlers report?       Q2. What to be taken care while wearing jewelry by ladies staff? Q3. What is the foot ware policy when reporting to duty? Q4. How to avoid Bad breath? Q5. What kind of shoes to choose while work ? SOP Number: F&B -02  Department: Food and Beverage Service – General Date Issued: 10/10/2019 Time to Train: 60 Minutes The F&B department will put up a weekly duty roster indicating the day and date, shifts and employees scheduled for each shift. Every associate is required to punch in and punch out at the staff entrance. Every department head shall maintain department’s own sign-in/sign-out   attendance registers with the time, date, employee name and signatures. On the basis of this register a muster roll is prepared and submitted to the HR department on the 28th of every month. Time in procedure: Report to work at least 20 minutes before duty starts. Clock in at the time-keeping office Staff entrance: use the assigned staff elevator/stairs to reach the staff quarters Pick up a clean uniform from the Laundry Department if required Staff members shall take a shower in the locker room when required before starting her/his duty Uniforms must be worn properly and taken care of. Leave the locker room feeling fresh, smart and confident. Proceed to work area using the back-of-house corridors and service elevators wherever possible Reach the work area at least 5 minutes before duty time. Sign in on the attendance time sheet kept at the department. Time out procedure: Hand over to the next shift by giving details regarding services, important events, etc. Inform the supervisor that you are about to leave. Wait for the next shift Sign out on the attendance time sheet in the department. Proceed to the locker room by the back-of-house corridors/service elevators Return your uniform and exchange it for a clean one before leaving the hotel. Leave the hotel premises immediately. Clock out at the time-keeper office. Training Summary questions: Q1. At least how many minutes before you should report to duty?  Q2. Name three important time out procedures?                 Q3. On which date the muster roll to be submitted to the HR department? Q4. Where should we clock in and out? Q5. From which area you should proceed to the locker room ? SOP - F&B General – Handling guest complaints SOP Number: F&B - 03 Department: Food and Beverage Service – General Date Issued: 10/10/2019 Time to Train: 60 Minutes Understand few common reasons for ‘Why Guest complaints?’: Unfriendly staff or lack of a warm greeting. Pushy servers. Excuses by the servers. Lack of courtesy by servers. Unhelpful attitudes of servers. Overly friendly servers. Not giving enough responses to guest requests. When the servers are not available to take requests. And guest has to wait for servers to return to the table. Food not been delivered on time. Un hygienic cutleries and crockery used. Unacceptable noise levels. Cramped dining area. Non responsive attitude of management for complaints etc. Handling Guest complaints: Calmly and patiently listen and empathize. Any complaint received is to be dealt with by the appropriate Department Head and reported to the Resident Manager. It is imperative to ensure prompt, efficient and courteous action to any complaint received. Initiate the required service recovery steps immediately. The correct approach to the customer is the key to success. The staff shall not be servile but anticipate the guests. A careful watch shall be kept on the guests at all times during the meal without being obvious. Care shall always be taken when dealing with a difficult customer. Never argue with a guest as it only aggravates the situation but refer all complaints to the designated superior. All written complaints (online or by letter) must be investigated and answered promptly. They shall be handled by the Food and Beverage Manager and brought to the attention of the Resident Manager and/or General Manager. Record the following information on the log book : Guest’s name. Room number. Company name. Arrival relevant account details on the guest folio. Refer to the guest problem in the related file. Contact details of the guest email, mobile number etc. Training Summary questions: Q1. What are the common reasons for guest complaints in restaurants?    Q2. Whom should deal with any guest complaints?   Q3. How to handle written complaints? Q4. What all information to be recorded in the log book in case of a guest complaint? Q5. Why you should never argue with the guest? Personal Hygiene in F&B department: SOP Number: F&B - 4 Department: Food and Beverage Service – General Date Issued: 10/10/2019 Time to Train: 30 Minutes Personal Hygiene in F&B department: Shower daily. Brush your teeth regularly Keep hair free of lice, dandruff. Do not chew gum, tobacco Wash hands regularly Gargle after smoking and have a breath freshener. Food handlers must : Be properly clothed in clean clothing. Keep hands finger nails and body clean. Wash hands thoroughly before commencing work, after using the toilet and at other times. Wear water proof dressing over wounds. Do not smoke while involved in food handling. Ensure food is protected from pest and dirt. Wash hands: After visiting the toilet. After blowing the nose if you are involved in food preparation or handling   of unprotected food. After fingering the nose or face. After handling the garbage or spoiled foods. Before and after handling raw produce such as meat, poultry and the vegetables. Before and after handling different types of food,Eg. Uncooked and cooked  (To Prevent cross contamination). After handling money After tea and meal break. After clean-up. Before handling unprotected food or preparing food. Hand Washing: Use warm water Always use antibacterial soap Wash for at least 15 to 20 seconds. WASH: Palm, Nails, Wrists, Between fingers, Thumbs, Knuckles. Dry with paper towel or hot air. Bad Personal Habits: Smoking. Smoking in the kitchen area. Coughing and sneezing. Picking pimples and sores. Fingering food. Licking fingers. Tasting food with unwashed spoon. Scratching the head. Exclusion of food handlers (Food handlers must report ) Diarrhea. Vomiting. Infected wounds. Major wounds even it not infected. Eye ,Nose and ear infections. Colds and flu. Training Summary questions: Q1. What all should food handlers report before duty?       Q2. What is the Proper way of washing your hands before duty?               Q3. What are bad personal habits? Q4. What to be done if you have a cut in your hand? Q5. When all one should wash your hands ? SOP Restaurant service sequence SOP Number: F&B – 05 Department: Food and Beverage Service– Restaurant Date Issued: 10/10/2019 Time to Train: 60 Minutes 1) Greeting and Seating: Guest should be greeted and welcome with recognition, And should be helped with their coats and bags. All guest are welcomed at the entrance. Guest are greeted warmly. Ask guest name to acknowledge them. Use guest name at least twice during the conversation. Offer choice of seating. Table setting are adjusted to the number of guest. 2) Menu Presentation service standards: All Beverage menu should be clean and in good condition. Menus should be at least 2/3 languages. Menus must be presented to guest opened, Present menu in the guest table and open the first page. Must have non-alcoholic option in case hotel have the license to serve Liquor at Restaurant. Always point to any recommendation or house favourites. Inform the guest that you will take their order when ready. Maintain eye contact and approach at the appropriate time. 3) Order Taking Service Standards: Staff should have a warm smile and polite attitude, Approach guest table within 10 seconds whenever they need to order. Always prepare a note pad and a pen. Be attentive at the guest table. Offer recommendation. Always repeat the guest order. Inform guest of the expected service time. Estimate the serving time. 4) Point of Sale key in Procedure: Double check all the keyed in order before sending to kitchen. Barman should serve the drinks with the specific POS ticket. Key in order into the POS system accordingly. If any wrong order key in, look for the assistant manager or above to void it immediately. When barman gives the drinks to the waiter it should be with the POS ticket. 5) Order Delivery Service: Waiter reviews the order and put on the tray. Quality check by every staff. Acknowledge the guest 2 steps before approaching the table. Offer to pour beverage. Leave the table by saying: “ Is there anything I can assist you at the moment?” 6) Handling Bills and final settlement: Ensure the bill is accurate, Always Double check the bill before presenting it to the guest. The bill is presented in a company bill folder and pen, Retire from the table and stay within the vicinity. Recover the check and means of payment. Thank the guest and process quickly. Payment should be done in 4-5 minutes. 7) Guest Departure and Fond Farewell: Thank the guest by name and bid farewell to all members of the party. Help customers leave their table. When assisting the guest, ensure ladies first. Always says: “Hope to see you again.” The table should be reset immediately. Training Summary questions: Q1. What are the service sequence in restaurants? Q2. How do you present a menu to the guest? Q3. What are the standards for order taking? Q4. How to handle billing and final settlement? Q5. Why it is important to give a fond farewell to the guest? SOP – Greeting guest upon arrival SOP Number: F&B - 06 Department: Food and Beverage Service – BAR / Lounge Date Issued: 10/10/2019 Time to Train: 20 Min Welcome the guest(s). When guests arrive, welcome them with the local greeting. Appropriate greetings: Address them with the appropriate greeting for the time of, as follows: 00.00 –  11.59 - “Good morning”  12.00 –  17.59  - “Good afternoon”    18.00 –  23.59  - “Good evening”            Use the guest’s name, when to know. Try to call the guest by her/his name: e.g., “Good morning Mr. David, how are you?”. Check for any reservation. Politely ask if they have a reservation. If yes, ask for the guest’s name and guide her/him to the reserved table. If no, ask if the guest requires a non-smoking table/smoking table/window table. Guide the guest to her/his table. Do not walk too fast when showing the way to the guest. Say to the guest: “This way, Madam/Sir” with palms open. Pull the chair out (ladies first). Pull the chair out to ease access to the table and push the chair back when the guest is sitting. The hostess leaves the table by saying to the guest; “Enjoy your meal, Madam/Sir/Ladies and Gentlemen”. Waitress / Waiter: Welcome the guest(s) with a smile. When the guest has been seated, approach the table and welcome her/him with a smile. Greet guests as soon as they are seated. Introduce yourself by name. Eg: Welcome to (Name of the property/restaurant). I’ am James, your Waiter. Tell guests about the specials. Training Summary questions: Q1. What is the appropriate greeting for the time?     Q2. How to walk when showing the way to the guest?          Q3. How to ask the guest for any reservation? Q4. How should the Hostess leave the table after leaving the guest? Q5. How to introduce yourself to the guest? How To Fill in Guest Order? SOP Number: F&B - 07 Department: Food and Beverage Service – Restaurant Date Issued: 10/10/2019 Time to Train: 30 Min Purpose of this SOP: Correct order taking is crucial in the service process and for the satisfaction of the guest. It is therefore very important to ensure that the concerned F&B employees know how to fill in a guest order in a professional manner and by respecting the Hotels Standard Operating Procedures. Materials needed for taking an order is an order taking pad or scribbling pad and a pen (Now with the new age Point of Sale systems orders can be directly taken on handheld devices like Tablet, smartphone etc.). The waiter or server should know the daily specials and should be able to explain them to the guests. Always explain to the guest about specials and chef's choice items, such as the soup of the day, before the guests ask. 1. Write down all the points on the order pad: Date. Time order was taken.  Server’s name. Table number. The number of covers. Seating positions. Know the numbering system for the chairs at each table. For Example, chair number 1 at teach table is typically the chair closest to the door or some other landmark in the restaurant. Always take the orders of children first, then women and then men.  2. When you are writing, you must ensure that it's: Neat and clear. Write the order of for the in char no.1 on the first line of the order form. Readable. Accurate. 3. Setting up the order pad: Split the order pad with a horizontal line through the middle. Write the orders in the corresponding places on the order pad. Beverages in the upper half of the order pad. Food items in the lower half. Do not forget seat numbers. Be familiar with the hotel's list of abbreviations used.  Always take the orders in a clockwise pattern. Always stand up straight as you take orders. Do not rest the order pad on the table. Look at each guest when he or she is ordering. Watch for any hesitation in making a decision and offer suggestions if required.  4. Writing down Food orders: Server courses in the following order, unless guests request a different order. Appetizers / Cold starters. Soups. Hot starters. Salads. Main course (for red meat, don’t forget to mention the cooking point). Starches (if there is a choice to be made between. e.g. French fries, rice, pasta etc.) Cheese. Dessert. Cordials. Coffee. 5. Writing down Beverage orders: Apéritifs White wine Red wine Sodas Mineral water Coffee orders are taken at the very end of the meal. 6. Check order: All requests have been entered. The number of items entered should correspond to the number of guests. Check with the chef or your supervisor if the order is not being prepared in a reasonable amount of time. 7. Other Points to note while taking orders: Don't make the guests wait without an explanation for any delay in service. Take the help of another server in case you are busy at the time of food pickup. Each guest in a part or table should be served at the same time. Make sure you know the items on the menu and the beverage list. Some guests may request that an item is prepared in a way not listed on the menu. Write all special requests or preparation methods clearly and pass this information to the kitchen. Any special requests which you are not familiar with please cross check with the chef before confirming to the guest. Repeat each completed order to the guests, especially if there are special requests, preparation methods or service requested by the guests. Use standard abbreviations which are logical and clear for all staff in order to save time in order taking. Training Summary questions: Q1. What are the main steps filling in guest order? Q2. What are the materials needed for filling the guest order? Q3. What all details to be written down while taking the guest order? Q4. How to check the guest order? Q5. What all points to note while taking guest order? How to Setup Restaurant Table - Glassware and Tabletop Items? SOP Number: F&B - 08 Department: Food and Beverage Service – Restaurant Date Issued:10/10/2019 Time to Train: 30 Min Purpose of this SOP: Correct order taking is crucial in the beverage service process and for the satisfaction of the guest. It is therefore very important to ensure that the concerned F&B employees know how to take guest beverage orders in a professional manner and by respecting the Hotels or Restaurants Standard Operating Procedures. Materials needed for taking an order is an order taking pad or scribbling pad and a pen. Now with the new age Point of Sale (POS) systems orders can be directly taken on handheld devices like Ipad, Android Tablet, Smartphone etc. 1. Preparation for taking Beverage Orders: Make sure you are well groomed and tidy. Make sure you know the items on the beverage list and knowledge about any happy hours. If guests are celebrating a special occasion such as a birthday, anniversary or other celebration, they may want to have wine or champagne with their meals. Know which drink goes in which glasses - Learn about Type of Glasses used in Bar. Prepare your order pad or Handheld device which can capture following details. Date. Your name. Table number. The number of guests. Make sure your pen is working. 2. Approach the table: Approach the table to take the beverage order within three minutes of the guest being seated. Stand on the right-hand side of the guest where possible or at the end of the table. Greet the guest, remember to use the guest name where known. Present the beverage list, from the right side hand, make sure it’s clean and tidy. Smile genuinely. Establish good eye contact. Maintain good posture. Give the guest enough time to look at the beverage list or to decide. 3. Make suggestions/ recommendations: Know which wines will go well with certain foods. Suggest specialities, signature beverages, or premium brands, water, snacks to go with the drinks when appropriate. A minimum of one recommendation is to be made per order (new table). Find out the guests preference for service, for example, "on the rocks", "with soda", "with tonic water" or "straight up" etc. “May I get you one of our signature Gin or how about a glass of Chardonnay?”. Suggest the most popular call brands when a guest does not specify the brand. Suggest a speciality drink if a guest is not sure what to order.. 4. Take the order: Excuse me Mr Bond what may I bring you to drink?” Always speak clearly at all times. Always take orders from women first, then men. Write order on the guest check or order taking pad or handheld device according to how the guests are seated. Follow a clockwise direction. Assign a number to each chair at a table, the chair number one on each table is typically the one closest to the door or some other landmark in your restaurant. Write the order for the guest in chair number one on the first line of the order pad. Always use standard beverage abbreviation. Listen carefully to each guest orders and repeat the order and details. Do not interrupt the guest. 5. Repeat the order: Speak slowly Speak clearly and politely repeating the order back to the guest. 6. Leaving the table: Always say thank you and Smile genuinely. Maintain good eye contact. Take beverage list(s) or menu with you. 7. How to Deny alcohol service to intoxicated guests? Tactfully tell guests that you care about their safety and can't serve them alcohol. Do not make accusations, judge the guests or argue. Suggest nonalcoholic drinks and food instead. Tell your manager whenever you deny someone alcohol service. Training Summary questions: Q1. What is the purpose of this SOP? Q2. How to prepare for taking beverage orders? Q3. Tips for suggesting and recommending beverage. Q4. Steps for taking guest beverage order? Q5. How to deny alcohol service to intoxicated guests? How to Setup Restaurant Table - Laying Silverware and Plates? SOP Number: F&B - 9 Department: Food and Beverage Service – Restaurant Date Issued: 10/10/2019 Time to Train: 30 Min Purpose of this SOP:- A neatly set table and laid out silverware and plates are the signature of a good restaurant and reflect the standard of quality of the establishment. Guests first impression of the table is important in setting the tone for a great and pleasing dining experience. Make sure you have the required items for laying the silverware and plates. 1. Preparation for laying Silverware and plates: Get a rack of clean silverware and plates from your side station or the dish room. Some of the silver,  EPNS (Electro Plated Nickle Silver), Stainless steel S.S items and plates used are given below. Big forks and knives. Small forks and knives. Big spoons. Small spoons. Side plates (bread plate). Soup Spoons. Dessert Spoons and Forks. Bread Plates. Butter Plates. Meal Plates. All clean silverware and plates should be free from stains and well polished. Make sure you know the menu and the required silverware for setting each course. Always carry plate ready with a clean, folded napkin. Never transport silverware with your bare hands. Return spotted or soiled items to the dish room. 2. Laying Silverware Key Points to note while laying silverware: Use a linen napkin to place silverware and plates on the table. Only touch the silverware by the handle. If no base plates are used for the meal, leave a 12-inch space directly in front of each seat. Place forks to the left of the base plate or space. Place knives to the right of the base plate or space with the cutting edge of the knife toward the plate or space. Place spoons to the right of the knives. Leave small spaces between pieces of silverware. Line up all silverware handles about two inches from the table edge. Knives and forks must form an exact line with the opposite knives and forks. Place Silverware for the main course: Put the big knife on the right side of the cover plate, at about 1 cm parallel to it, cutting edge inside (facing left), the handle should be at 2cm from the edge of the table. Put the big fork on the left side of the plate, handle at 2cm from the edge of the table. Place Silverware for starters (appetizers): Put small knife next to the big knife, handles are at the same level, the cutting side facing left. If there is soup in the menu, place a spoon in between the knives, handles are all aligned on the same level. Use small soup spoon if the soup is served in cups, and big spoon if the soup is served in dishes. Put small fork left to the big fork, push slightly up so that the tines of the small fork are approx 3cm higher than those of the big fork. Put bread plate left to the small fork. The centre of the plate must be aligned with the starting point of the tines of the big fork. Put a small knife on the right-hand edge of the bread plate, parallel to the small fork, cutting side facing left. Place Silverware for dessert: Put a small fork in horizontal position ca 2cm above the cover plate, handle facing to the left, tines to the right. Put a small spoon in the horizontal position above the small fork, handle facing to the right. 3. Placing Plates on the table: Ket Points to note before placing plates on the table: Get a rack of clean plates from your side station or the dish room. In the fine dining restaurants, the base plates enhance the appearance of the table and act as an underliner for cocktails and starter course. Place the plate rack on to the tray jack. Only use a dish dolly or cart when the restaurant is closed. Check each base plate to be sure it is clean and free or any spots, chips and cracks. Return any soiled or spotted plates to the dish room. Any chipped or cracked plated to be reported to the supervisor. Placing base plates on the guest table: Place the base place directly in front of the guest chair. Base plate should be around two inches from the edge of the table. If the plate has a logo on it then place the plate in such a way that the guest can read the logo. Placing bread and butter plates: Check each butter plate to be sure it is clean and free of chips or cracks. Return soiled plates to the dish room. Remove away chipped or cracked plates and report the same to the supervisors. Place bread and butter plates to the left or above the forks at each place setting. Return the empty rack to the dish room. 3. Checking your work: All silverware must be laid perfectly straight, parallel and must form a straight line with the opposite cutlery. Don’t throw silverware into the garbage nor take it to your room. Make sure all silverware is in an impeccable condition. Make sure you put each piece of silverware in the correct position. Return empty dish rack, carts etc to the dish room. Training Summary questions: Q1. Why is it important to place silverware as per the hotels or restaurants standards? Q2. How to prepare for laying silverware and plates? Q3. What are the key points to note while laying the silverware? Q4. How to place Silverware for Starters? Q5. Tips for Placing the base plate on the guest table? How to Setup Table Linen - Table Cloth - Napkins? SOP Number: F&B - 10 Department: Food and Beverage Service – Restaurant Date Issued: 10/10/2019 Time to Train: 30 Min Purpose of this SOP:- The waiter/server or bus person is responsible for setting and resetting tables in a restaurant. A neatly set table is the signature of a good restaurant and reflects the standard of quality of the establishment. Guests first impression of the table is important in setting the tone for a great and pleasing dining experience. 1. Preparation for laying tablecloth and napkin: Make sure you have your mise en place ready and check the new tablecloth, napkin or placemat for; Correct Size. Correct Colour according to the restaurant's theme. Any Stains. Tears or holes. Unsightly wrinkles. The tablecloths and Napkins used should be perfectly ironed. Make sure the required quantity of Table Molleton (silence pad), Placemat, Tablecloth, Overlayer and Napkins are available. 2. Laying the tablecloth: Make sure the table is well positioned and standing steady. Pull the chairs away so that you can freely walk around the table. Lay the molleton (silence pad) down. A molleton will keep the tablecloth from sliding, tempers noise of dishes and silverware against the table and also protect the table from accidental spills and burns. Unfold the tablecloth from the centre of the table out to the edges. Make sure the four corners of the tablecloth are of equal distance from the floor on each side of the table and that the centrefold (facing up) is exactly in the middle of the table. The right-side / correct side of the tablecloth should be always up and centred on the table. Make sure that the edges of the tablecloth do not hang so low that guests get tangled up in it when sitting or getting up. Straighten the tablecloth if necessary with quick moves, but make sure your hands are clean. Put on the overlayer (runner) and make sure edges hang even. An overlayer protects the tablecloth from stains. As it is much smaller than the tablecloth, it is more efficient for cleaning. Do not touch the surface of the overlayer, it should be well positioned and straight on the first go. If placemats are used, then make sure the pattern is right side up and facing the guest so the words on the placemat can be read by the guest. Line up the placemats with the table edge and with the placemats on the opposite side of the table. 3. Put on napkins: Napkins may be folded and kept ready earlier as an opening side work duty, this will speed up the table layout process. A simple but elegant napkin folding which does not require too much handling is ideal for restaurants and coffee shops. Align the needed number of chairs so they are spaced evenly down the side of the table. Leave enough space between the chairs [20cm] so that the guest can easily sit or get up. Place a cover plate in front & in the exact middle of each chair. The edge of the plate should be 2 cm from the edge of the table. Use your thumb in horizontal position to estimate the right distance. Put the folded napkin on the cover plate. Training Summary questions: Q1. What is the purpose of this SOP? Q2. How to prepare for laying tablecloths and napkins? Q3. What all details to be while placing tablecloths? Q4. How to place napkins? How to do Preparation for clearing soiled plates SOP Number: F&B - 11 Department: Food and Beverage Service – Restaurant Date Issued: 10/10/2019 Time to Train: 30 Min Purpose of this SOP: A table that is not properly cleared can easily create a bad impression. The Restaurant staff should strive towards having a few items on the tables as possible. It is also important to clear the table in the correct way and without bothering the guest in order to deliver quality service. Therefore, it is very important to ensure that the concerned F&B employees know how to clear soiled plates in a professional manner and by following the hotels operating procedures and standards. 1. Preparation for clearing soiled plates: Keep good eye contact with the table and prepare to clear the soiled plates. Only proceed when all the guests have finished their course, all plates, cutlery and side dishes related to the dish must be removed. For removing equipment from the table, the same service rules apply as for serving the items. If the item is served from the right, it must be removed the right. Of course, if the guest is not easily reachable from that side, one shall collect the items from the other side. The guests on the table have finished eating. The cutlery is placed together on the plate. There is nothing left on the plate. 2. Approach the table: With a genuine smile. Ensure good body posture. Then say:  “Did you enjoy your main course/dessert/starter?”  /  “Excuse me, Sir/Madam, may I take/clear your plate?” Always keep eye contact without staring at the guest 3. Clearing the soiled plates: From the right hand side of the guest. Ladies first, eldest to youngest, before the gentlemen. Or plates with most left-over’s first. With an open arm, pick up the 1st plate in your right hand, turn slightly left and away from the guest and transfer the plate to your left hand. Put your thumb on the end of the fork. Place the knife under the fork across the plate. Move clockwise to the next guest. Pick up the 2nd plate with your right hand. Transfer the 2nd plate to your left hand using the plate carrying technique. As you turn away from the guest carefully scrape. Any food items onto the 1st plate. Continue to place all the cutlery on the first plate & in the correct position. Move clockwise to the next guest. Pick up the 3rd plate with your right hand & place directly on the 2nd plate. As you turn away from the guest carefully scrape any food items onto the 1st plate. Continue this process until you have max. 6 soiled plates in your left hand. Make sure the plates are well balanced and that all food items & all cutlery are on the first plate Leave table and place the soiled plates at the designated area. Take special care not to spill any food items. 4. Other Points to note while clearing plates: Approach the guest from the left-hand side to avoid reaching across the guest to collect the plates. Pick up the bread & butter plates one by one & use the plate carrying technique. No more than 6 plates at the time. Make sure soiled plates are cleared in a timely manner. Clear other tables if your hands are empty. Make sure you clear from the right-hand side of the guest, always walking clockwise. Try to upsell while clearing the table. To help the stewarding, place soiled dishes correctly in the dishwashing area. Keep constant eye contact, and make sure the guest has not to call for you. Leave the plates at the designated cleaning area/dishwashing area. Training Summary questions: Q1. What is the purpose of this SOP? Q2. How to prepare for removing soiled plates? Q3. What are the points to note while approaching the guest table for clearance? Q4. Maximum of how many soiled plates can be carried at a time? Q5. Explain the process of clearing soiled plates? Preparation for De-Crumbing the Table SOP Number: F&B - 12 Department: Food and Beverage Service – Restaurant Date Issued: 10/10/2019 Time to Train: 30 Min Purpose of this SOP: A clean and neat table at any time is a sign of quality and standard for any Food and Beverage service outlet. It is therefore very important to ensure that the concerned F&B employees know how to de-crumb a table in a professional manner and by respecting the hotels operating standards. 1. Preparation for De-Crumbing the Table: Use Metal crumbier for linen surfaces. Use clean wiping cloth for non-linen surfaces. Use a Bread & Butter Plate. Wipe up spills, bread crumbs, etc as soon as possible. Have your equipment ready and de-crumb in a steady way. Always wipe crumbs from chairs and table into a napkin or a side plate. Always smile and do not interfere in the conversation of the guest unless asked. Have menu lists and notepad ready. Know the dessert specials of the day. Do not touch the guest or lean over them. 2. De-crumbing a table: Once the guest has finished the main course and all the items have been removed - except for glasses and for the dessert cutlery. Before offering the dessert menu. Before serving the dessert. Approach the table. Always smile genuinely. Excuse yourself to the guest! Then Start at the right-hand side of the guest and decrumb half of the space in front of him. If the dessert cutlery is on the table pull down the spoon and position it on the right-hand side of the guest. Move clockwise to the left-hand side left-handest and de-crumb. Pull down the dessert fork if it’s there and position it on the left-hand side of the guest. Move on clockwise to the next guest and repeat the steps above. De-crumb as quickly as possible, so as not to disturb the guests, And never lean over the guest. Ensure that the crumbs end up on the plate and not on the guest’s clothes or the floor. Don’t leave any crumbs on the table. 3. Leaving the table: Put your B&B plate on to the side table. Present dessert list after opening and from the right side of the guest. Make suggestions. If the guest does not want dessert, ask for the coffee order. Refill water/wine glasses if needed. Position dessert cutlery straight. Remove empty beverage glasses and exchange ashtrays as needed. Ask the guest if they would like you to bring or do anything else for them at this time. Training Summary questions: Q1. What is the purpose of this SOP? Q2. How to prepare for de-crumbing the table? Q3. List the equipment used for de-crumbing. Q4. What are the steps for de-crumbing the table? Q5. Points to note while leaving the guest table? How to Handle Service Tray in Restaurant SOP Number: F&B SOP - 13 Department: Food and Beverage Service – Restaurant Date Issued: 10/10/2019 Time to Train: 30 Min 1. Selecting the Service Tray: All trays must be clean and tidy, free from chips. Required items for preparing the tray are 1) Service tray 2) A clean tray cloth. Check that the tray is clean and dry. Check that the tray is well polished. Check that the tray cloth is clean and free of stains, tears or holes. 2. Holding the Service Tray: Small service tray should be carried with one hand. The big tray must be carried with two hands. Place the left hand under the centre of the tray with fingers spending out comfortably. Heavy, high and hot items must be closed to your body. Pick up the tray in your left hand, ensuring your palm is in the centre to keep the tray well balanced. Your left arm needs to be at a 90-degree angle to your body. Elbow to be kept close to the side. 3. Positioning glasses on the tray: The glasses need to be evenly balanced. The tallest glasses are positioned closest to your body for safety. Make sure the glasses cover no more than 80% of the tray. Make sure the glasses are not touching each other on the tray. Make sure there are no glasses to lay on the rim of the tray cloth. 4. Moving with the Service Tray: Walk confidently and carefully. Eyes always looking forward. Demonstrate good posture. The tray is kept on the level at all times. Always keep balance and not overloaded when carrying a tray. Don’t walk too fast or rushing in the restaurant. Heavy, high items and hot items must be close to the body of service staff. Empty trays must be carried flat, in the service position. Place the left hand under the centre of the tray with fingers spreading out comfortably. Palm and underarm should be right below the heaviest part of the tray after the dishes or drinks or service items are put on. Carefully use both hands when carrying rectangular bussing tray (If applicable). Heavy items must be moved closer to the body to avoid falling over and to provide extra stability. Tray mat or tray liner, if required, must be designed to fit the tray, clean, free of holes and non-slip. Tray and mat/liner should be washed and sanitized after shift and stored properly. Never leave a service tray on the guest table while providing service. Avoid un-balanced stacking on the service tray to ensure the safety of the glasses or plates. 5. Other Points to note while handling trays: Don’t use the tray cloth for any cleaning to avoid additional washing. Give colleagues coming from the right priority. Never overload or stack up too high equipment. Don’t walk too fast. Use tray mat or liner if require. Avoid unbalanced stacking on the service tray. Never overload or stack up equipment too high Large or heavy trays must be carried with two hands Small service trays can be carried with one hand in the centre of the base, freeing one hand for service. Fold the tray cloth in an original way. Once you have served, pick up empty glasses from other tables and /or take new orders. Take cleaning cloth/ clean ashtray with you. Training Summary questions: Q1. What is the purpose of this SOP? Q2. How to prepare and select the Service Tray? Q3. What are the points to note while moving with the service tray? Q4. How to position glasses on the service tray? Q5. Points to note while handling service tray? How to Serve Fresh Fruit Juice SOP Number: F&B - 14 Department: Food and Beverage Service – Restaurant Date Issued: 10/10/2019 Time to Train: 30 Min Purpose of this SOP: An Increasing number of guests currently seek out healthier food and beverages, freshly pressed juice has filled an important role in the beverage menu. Serving fruit juice, the right way is as important as any other step in guest serving and demonstrates professional quality. 1. Prepare for serving the fruit juice: A beverage trays. A clean tray cloth. Clean and correct glassware. A coaster. A straw. For serving fresh lemon juice: a saucer, a coffee spoon, still water in a jar and sugar. 2. Placing the glass on the tray: The serving glass should be clean, dry, cold and well polished. The fresh juice is prepared as per the hotel's standard and poured into the glass without staining it. Straw is served in a sealed paper packet. For serving lemon juice, place the coaster on the saucer, put glass on the coaster, put the spoon on the right side of the saucer, handle in 2 o’clock position, put water jar on the tray. 3. Serving fresh fruit juice: Always serve ladies first!. Always serve from the right-hand side. With your right hand, pick up the coaster and place in the 2 o’clock position of the guest. With your right hand take the glass by the base & place it on the coaster. Put straw to the right of the glass. While serving lemon juice, take the saucer with glass and place in the 2 o’clock position of the guest, make sure the spoon does not fall. 4. Leaving the table: Please enjoy your fruit juice (mention the juice name), sir/madam. Make sure you bring the right fresh juice to the right table. Don’t mix fresh juice with convenience juice. Don’t throw unused packed straws away those can be reused if not stained. Once you have served and on your way back, pick up empty glasses from other tables and/or take new orders. Training Summary questions: Q1. What are the main steps in serving fruit Juice? Q2. How do you prepare for serving fresh fruit juice? Q3. What all need to be kept ready for serving fresh lemon juice? Q4. How to serve fruit juice/lemon juice for the guest? Q5. Points to note after leaving the table? How To Serve Mineral Water in Restaurant SOP Number: F&B SOP - 15 Department: Food and Beverage Service – Restaurant Date Issued: 10/10/2019 Time to Train: 30 Min Purpose of this SOP: Serving mineral water, the right way is as important as any other step in guest serving and demonstrates professional quality. 1. Preparation for Serving Water: Make sure your hands are clean and dry. Make sure you are acquainted with the offer of mineral water. 2. Select water: Choose the correct type of label as per guest’s order. Make sure the bottle is at the right temperature, dry, and clean. Use a beverage try to carry bottles up to 750ml. Carry larger bottles by hand. Position glasses on the tray if required. 3. Walk to the table for serving water: Always walk to the guest table with a smile. Always walk steadily. 4. How to Pour water for guests: Open the water bottle in front of the guest. Serve Ladies & older gentlemen first. Make sure bottle does not touch the glass. The label is up and in the palm of your hand. Clockwise motion around the table. Pour slowly and carefully. Fill glass to 3/4 full. Finish with a ¼ twist of the bottle to catch the last drop. Position the bottle on the side table, label facing the guests. Refill glasses in a proactive way (don’t wait until the guest asks for it). 5. Leave the table after serving water: Always leave the table with a smile. Ask if the guests need something else. Don’t mix the remaining water of several bottles together. Use remaining water in bottles for flowers or for the coffee machine or depending upon the hotel's policy use for any other water recycling process. Training Summary questions: Q1. What are the main steps in serving water? Q2. How do you prepare for serving water? Q3. What all need to be checked while selecting water? Q4. How to pour water for the guest? Q5. Points to note after leaving the table? How To Serve Soft drinks to Guest SOP Number: F&B SOP - 16 Department: Food and Beverage Service – Restaurant Date Issued: 10/10/2019 Time to Train: 20 Min Purpose of this SOP: Serving soft drinks, the right way is as important as any other step in guest serving and demonstrates professional quality. The order taker should carry a pen and a writing or order pad. 1. Preparation for Serving Soft Drinks: Make sure your hands are clean and dry. Make sure you are acquainted with the offer of soft drinks. 2. Selecting soft drinks: Choose the correct type of label as per guest’s order. Make sure the bottle is at the right temperature, dry, and clean. Use a beverage try to carry bottles up to 750ml. Carry larger bottles by hand. Position appropriate glasses on the tray if required. Take ice cubes along with the soft drink. 3. Walk to the table for serving soft drinks: Always walk to the guest table with a smile. Always walk steadily. 4. How to Pour soft drinks for guests: Always open the soft drink bottle in front of the guest. Serve Ladies & older gentlemen first. Make sure bottle does not touch the glass. The label is up and in the palm of your hand. Clockwise motion around the table. Pour slowly and carefully. Fill glass to 3/4 full. Finish with a ¼ twist of the bottle to catch the last drop. Position the bottle on the side table, label facing the guests. Refill glasses in a proactive way (don’t wait until the guest asks for it). 5. Leave the table after serving the soft drinks: Always leave the table with a smile. Ask if the guests need something else. Don’t mix the remaining soft drink of several bottles together. Empty the soft drink bottle to the drain and place the glass bottle back to the appropriate rack. For plastic soft drink bottles, the empty bottles should be put into the recycle bin. Training Summary questions: Q1. What are the main steps in serving soft drinks? Q2. How do you prepare for serving soft drinks? Q3. What all need to be checked while selecting soft drinks? Q4. How to pour soft drinks for the guest? Q5. Points to note after leaving the table? How to Sort Soiled Chinaware and Silverware at Dishwashing Area? SOP Number: F&B SOP - 17 Department: Food and Beverage Service – Restaurant Date Issued: 10-07-2018 Time to Train: 30 Min 1. At the dishwashing area for Chinaware:  Place soiled chinaware or plates on the counter provided. Make sure to fully balanced on counter or rails. 2. Empty The Content to Bin: Using a Knife or a fork. Solids contents (non-food) in designated garbage bins. Liquids contents in designated slop buckets. Empty food items in designated food recycling bin. 3. Sort Chinaware and place on the rack: Place bowls, cups etc. in racks, upside down.  Stack the flatware, as per the decided decoy system. Use the appropriate racks for the different types of chinaware. Avoid to over stack chinaware. Avoid to overload rack. Do not mix chinaware with other utensils or cutlery. Do not stack different size plates together. Most importantly do not throw chinaware, place it gently & carefully. 1. Soiled Silverware - At the dishwashing area: Place soiled plates with the soiled silverware. On counter provided. Fully balanced on counter leaving. 2. Pick up silverware: Separate types of silverware (knives, forks, spoons) and put them upside down into the designated cutlery boxes, handle up. Never mix teaspoons and espresso spoons with other silverware, they should go in a separate box. Make sure to remove any food items from the cutlery first. 3. Remove and clean tray if applicable: Place the tray under running water. Wipe & dry the tray with a clean cloth. Other general Points to note at the dishwashing area: Do not wait or queue in the dishwashing area. If it’s too busy, go back to your tables and clear your silverware later on. Always separate types of silverware in the right way. Always help your colleagues as and when needed in the dishwashing area. Facilitate the work of stewarding by putting the silverware correctly into the designated boxes. Look for empty cutlery boxes when you see the ones on the counter are getting full. Rinse cutlery before putting it into the boxes when stewarding is not provided, in order to avoid bad smell. Always handle silverware with care, as if it were yours. Make sure you don’t throw silverware and chinaware into the waste bin. Put the correct amount of silverware into the cutlery boxes to avoid waste of energy. Training Summary questions: Q1. What is the purpose of this SOP? Q2. How to sort chinaware and silverware at the dishwashing area? Q3. What are the points to note when emptying the contents to the waste bin? Q4. Can we mix chinaware and silverware on to the same rack? Q5. What are the best practices to follow at the dishwashing area? SOP – Guest Billing and checks settlement in Restaurants SOP Number: F&B -18 Department: Food and Beverage Service – General Date Issued: 10/10/2019 Time to Train: 60 Minutes Print the bill / check for presenting to the guest: Print the guest check from the POS machine on a ‘Slip Printer’ / ‘Roll Printer’. Place the check on the bill folder. Place a pen along with the bill. Present the bill to the guest / host. Settlement of by Cash: Cash settlements may vary among restaurant / hotel policy. If the guest wants to settle by foreign currency then request the guest to exchange the currency with the front desk cashier. ( Depending upon the hotel and local government policy) Present change in the folder. Do not claim the tip until guest leave. If the guest leaves while you are settling the bill then, the change is your tip. Settlement by Credit Card: Swipe the Card on the EDC machine. Enter the amount on the EDC machine. Verify the amount entered with the amount on the bill. Confirm the settlement. Take print out and get signature on the merchant copy from the guest along with the check copy. Return the credit card along with the guest’s copy of the credit card slip / voucher. If guest adds a tip on the Credit card slip then adjust the same on the EDC machine and take a new printout. If the credit card is declined / expired then politely ask the guest for another card or form of payment. If necessary, ask the guest to step away from his or her group so that he or she will not be embarrassed. Settlement to In House rooms: Request the guest to write their name and room number on the printed check and sign them. Do a room enquiry on the POS machine with the details mentioned on the bill by guest. Try searching by room number first if not found then try again by searching by the last name of the guest. If details matched with those given on the bill then settle the bill on to that room. If the details don’t match then, Ask the guest to present the room key as identification. If the Hotelogic enquiry fails with the given details, Then crosscheck with the front desk team with the guest details. And check if the guest is entitled for a credit on the restaurants. Nowadays on the PMS there are features to block all Hotelogics settlements, this will restrict any Hotelogics settlements from restaurants to the guest room account, So these guests has to pay their bill directly at the restaurants by other payment methods. Settlement to Company or City Ledger: Ask the guest to write down the Company name on the bill, some companies have credit with the hotel. These are called city Ledgers. If the guest is aware of the unique City Ledger number then ask for the same. Ask guest to sign on all the checks. Give the receipt showing the charges. Make the settlement to City Ledger and close the Table on POS. Settlement against Coupons, vouchers and Gift certificates: Read the coupon carefully to determine if it is a valid or expired one. Find out what all charges are covered. Don’t give any cash as change for gift certificates and coupons. If the coupon amount doesn’t cover the total food bill then collect the balance amount by other method of payments. Keep the coupon safely on the cash box / folder. Treat them as cash.  Thank Guest: Thank the guest when you return the change and receipt. Invite guest to return to the restaurant / hotel again. If the guest leaves without settling the bills then inform the Security Manager and Outlet manger about the same. Training Summary questions: Q1. How to present the bill to the guest?         Q2. Procedure for Bill settlement by Cash?                Q3. Why it is important to ask the guest to write the name and room number on bill while doing a room / In House settlement? Q4. What is the procedure for bill to City Ledger? Q5. How to handle settlement by Voucher? SOP – Checking the Buffet Table SOP Number: F&B SOP - 19 Department: Food and Beverage Service – Banquet Date Issued: 10/10/2019 Time to Train: 30 Min 1. Checking the Buffet Table. Get it right the first time and every single time, as it is very important to delight the guest and make a good first impression. Make sure enough seats are available to sit the guests in case of sit down buffet. Check the distribution of food items. Check the presentation of food items. Check for any stains or creases on the used tablecloths or napkins. 2. Checking food items and cutleries. Always Take personal care and responsibility to ensure the guest’s satisfaction. Check the pre situation of food items. Check the quantity of all chinaware and cutleries according to the guest's attendance. Check chinaware and cutleries for any chips or cracks. Check and ensure to have enough supply to delight the guests. Make sure all chinaware and cutleries are free of spots. 3. Check the bar counter. Enough beverages to be offered for the guests and make sure their availability. Enough glassware to be available for service. All glassware must be free of spots and no crack. Make sure all required garnishes, ice cubes, service tray's, coster etc. are available. 4. Other points to take into consideration: Check the number of buffet tables against the number attending. Check the distribution of food items according to the event order to check the items of the food set up. Check the presentation of food items. Pre-plan the food replacement’s frequency. Liaise with banquet chef to check buffet for food quality and presentation standards. Check the food setup according to the Event Order Check the bar setup according to the Event Order Training Summary questions: Q1. What is the purpose of this SOP? Q2. How to check the buffet table presentation? Q3. How to check the bar counter? Q4. Why do we need to check the food setup with the BEO - Banquet Event Order? Q5. What are the other important points to take into consideration? SOP – Delivering guest orders in Room Service / IRD SOP Number: F&B - 20 Department: Food and Beverage Service – General Date Issued: 10/10/2019 Time to Train: 30 Min Double Check the order to make sure nothing is missing, damages or soiled. Check everything carefully before leaving the kitchen to save unnecessary return trips to pick up items that were missed. Check the following: Service ware Linens, napkins, tablecloths are appropriate. Condiments. Bread and butter. Cold food (Salad, cold appetizers etc.) Hot food. Garnishes. Hot Beverages. Cold Beverages. Beer or wine. Cocktails. Guest check in a check folder. Pen. Cork Screw. ( If needed) Ice Bucket. ( If needed) Matches. Extra napkin for cleaning up spills. Lift and carry the room service tray: Lift the tray carefully, using your legs for leverage. Bend at the knees to pick up the tray. Pull the tray with one hand onto the palm of your other hand. Balance the tray on your palm or fingertips at shoulder height. Use your free hand to steady the tray as you stand. Keep your back straight as you stand. Watch where you are going. Be aware of opening doors and wet spots on the floor. Use correct entrance and exit doors and pass to the left of people walking towards you. Carefully move room service carts: Ease carts over uneven surfaces, such as where carpets meet tile floors. Pull carts into and out of elevators. This allows you to see where you are proceeding. Proceed towards the room: When arriving at the guest’s room, Knock on the door gently three (3) times Identify yourself by saying “IN ROOM DINING” / “Room Service”. Wait for the guest to open the door. Enter carefully with your tray or trolley, do not hit or scratch the wall Always leave the door open after entering a guest room. Greet the guest: From 00.00 to 11.59, say : “Good morning Mr./Mrs./Ms. XXX” From 12.00 to 15.59, say : “Good afternoon Mr./Mrs./Ms. XXX” From 16.00 to 23.59. say : “Good evening Mr./Mrs./Ms. XXX” Note : Try to learn the guest’s name before serving Ask where the guest wants the meal to be served. Breakfast Service: For breakfast service, some guests want their breakfast in bed or at the bed side The guest shall be asked in a polite manner: “Where should I place the tray Mr./Mrs./Miss. XXX” or  “Sir/Madam?” Lunch & Dinner Service: For lunch and dinner service, the sitting area is usually used. Move away the coffee table Arrange the space for the trolley and chair(s) Arrange the set-up per cover and seat the guest(s). Open the trolley’s wing Move the equipment a bit lower for a good presentation to the guest Invite the guest(s) to sit down by saying “Take a seat, please” Ladies shall be seated first facing the window view, gentlemen shall be seated last. Training Summary questions: Q1. What all to be checked before proceeding to the guest room?   Q2. What is the correct way to pick up the room service tray?                  Q3. How many times the guest doors to be knocked? Q4. What is the proper way to greet the guest? Q5. Process for Lunch and dinner service SOP – Departmental policy setup in Room Service / IRD SOP Number: F&B - 21 Department: Food and Beverage Service – General Date Issued: 10/10/2019 Time to Train: 60 Minutes Room Service / IRD should be designed to meet the needs of guest, but it should also be designed with the property’s human and material resources in mind. Hotel General service manager should consider the extra resources required before implementing a new room service policy. In case of a new hotel new equipment’s has to be purchased and additional staff member has to be built. Also, some hotels also consider adding a service charge to recover these expenses. Chinaware: Only the equipment needed for daily operations shall be stored in the IN-ROOM DINING area. Only clean chinaware shall be stored. All chinaware shall be stored in an organized way, allowing easy and secure access and to aid inventory taking. Any broken chinaware must be collected in a specific breakage container and accounted for by the Chief Steward. All chinaware must be polished before use. Flatware: Only the flatware needed for daily operations shall be stored in the IN-ROOM DINING area. Only clean flatware shall be stored. All flatware shall be stored in an organized way, allowing easy and secure access and to aid inventory taking. Any broken silverware must be collected in a specific breakage container and accounted for by the Chief Steward. All silver items shall be cleaned on a regular basis as part of the weekly silver polishing schedule. A flatware must be polished before use. Hollow ware: Only the hollowware needed for daily operations shall be stored in the IN room dining area. Only clean hollowware shall be stored. All hollowware shall be stored in an organized way, allowing easy and secure access and to aid inventory taking. Any broken hollowware must be collected in a specific breakage container and accounted for by the Chief Steward. All items shall be cleaned on a regular basis as part of the weekly silver polishing schedule. All hollowware must be polished before use. Glassware: Only the glassware needed for daily operations shall be stored in the IN ROOM DINING area. Only clean glassware shall be stored. All glassware shall be stored in an organized way, allowing easy and secure access and to aid inventory taking. Any broken glassware must be collected in a specific breakage container and accounted for by the Chief Steward. Glassware must always be transported in glass racks. All glasses must be polished before use. Linen: All linen shall be used only for its designated function. Linen shall never be used for cleaning purposes. All dirty linen shall be gathered and returned to the Linen Room as per policy. Training Summary questions: Q1. What are the factors to be kept in mind when setting up the In Room dining / Room service department? Q2. What are the policy for china ware?           Q3. What are the policy for china hollow ware? Q4. How to carry glassware? Q5. What is the policy for broken glassware? Order taking tips in Room Service / In Room Dining SOP Number: F&B - 22 Department: Food and Beverage Service – Room Service Date Issued: 10/10/2019 Time to Train: 45 Minutes Greet Callers Warmly: The telephone must be answered within the three (3) first rings. Identify your department and introduce yourself by name. Announce: “Good morning / Good afternoon / Good evening In Room Dining, (according to the time of the day), this is (name of the order taker), may I assist you Mr./Mrs./Miss” followed by the name of the guest according to the data digitally displayed by the phone system (if available). Use good telephone etiquette. Ask the guest for their names and Room number: Even if your digital telephone system displays the guest’s name and room number, confirm that you are talking to the registered guest. Write down the order clearly in the order book and note the time of call and the room number. Check the billing instructions of the guest: Do a room enquiry on the POS ( Point of Sale) machine and check the billing instructions entered for this guest by the front office team. If the guest is on Cash Only list, then politely explain that the guest will have to pay for order when it is delivered. If the guest is not on cash list then take the order without discussing the method of payment. Use Suggestive selling: Always update your knowledge of the hotel’s activities & promotions, both current and upcoming Study the menu thoroughly : you must learn and remember the contents by heart Double-check with the kitchen what the daily specials are. Check which accompaniments are available and appropriate. If the guest seems hesitant or needs suggestions, try to find out what type of food she/he likes, e.g., beef, pork, poultry or seafood If the guest announces only main dishes, try to suggest a starter and ask: “May I suggest our special avocado cocktail as your starter, Madam/Sir?” and/or “Would you care for any wine to go with your meal?” (the possible combinations for any eventual suggestion are to be provided by the Executive Sous Chef) Suggest the most popular and profitable dishes, according to the /menu Engineering Report. Take Orders: Pay attention to orders, and know the menu thoroughly. Ask questions to find out the guest’s choice or preferences for service, such as how he or she would  like an item cooked or prepared ( eg: medium rare, “on the rocks etc) Ask the guest for his or her choice of salad dressings and for any special requests such as fat-free preparation. Etc. Write down all information’s clearly. Highlight special requests. Ask how many guests will be eating and note down the number on the guest check. As this will help the waiter to set the tray/ cart with the appropriate numbers of cutleries and crockeries. Time control system: A time control system takes place as soon as the telephone order has been taken. Approximate delivery time is given to the guest according to this time evaluation system established by the Outlet Manager and the Executive Chef. A timer is set for the given amount of time. If the order has not been sent up by this time, a call must be placed to the guest to apologies and re-evaluate the delivery time. Similar follow-ups must be systematically performed. Reconfirm the order: Politely read the order back to guests and repeat all details. Tell guests the approximately how much time it will take to deliver the order. Thanks the guest and only disconnect the line after the guest had hanged up the phone on the other side. Training Summary questions: Q1. How to greet the callers?      Q2. Actions to be taken for cash list and not-cash list guests?                  Q3. How to use suggestive selling in the room service? Q4. When to enter the details into POS (point of sale) machine? Q5. Why it is important to have a time control system? Serving the In-Room Dining / Room Service Order SOP Number: F&B - 23 Department: Food and Beverage Service – General Date Issued: 10/10/2019 Time to Train: 30 Minutes 1. Setup the order in the guestroom: Offer to place the order on the table, desk, or credenza whichever the guest prefers. If using a room service car, fold out the wings of the cart and spread out the table cloth neatly. Lay the napery correctly, face down. Place the milk jug on the side of the table. 2. Place the flower vase, the salt & pepper set and the sugar bowl as follows: On the side of the table. In a straight line on the vacant side of the table. 3. Place the bread plate, the cloth napkin and the butter knife: Place the bread plate on the left side of the table fork. The napkin shall be placed between the table knife and the fork with the open side facing up. The butter knife on the right side of the bread plate. Place the fork on the left edge of the napkin and allow 2 cm from the table edge. Place the table knife on the right side of the napkin, and allow 2 cm from the table edge. The logo shall be facing upwards. Place the cup on the saucer, with the saucer covering the right upper top of the table knife. Place the teaspoon on the saucer underneath the handle of the cup. The handle shall be pointing straight down towards the guest. Place the jam stand in the center of the table. Place the basket with the selection of rolls in the middle of the table. Place the glass of juice next to the coffee cup. If any other food or beverage item is to be served, e.g., yogurt, cereals, etc., the tray/trolley layout shall be adapted to create an attractive outlook. 4. Serve Food: Remove the hot food from the hot box or service tray and place it on the table. Place entrée plate so that the main items are closest to the guest. Place side dishes to the left of the entrée plate. Remove the foil or plate covers from the hot foods. Place condiments within the guest’s reach, but out of his or her way. 5. Serve Beverages: Place beverages, beverage napkins, glasses, mugs, cups, and saucers to the right of the entrée plate. Bottles or cans are opened only in the room. White wine and champagne are served in a wine cooler. Glasses are filled up to half capacity maximum with ice cubes. Glasses are covered with the appropriate covers. 6. Ask the guest would like you to bring or do anything else at this time. 7. Ask the guest to call the In Room dining department for any further assistance and service or when the guest is ready for the tray or trolley / cart clearance. 8. Thank the guest for the room service order. Training Summary questions: Q1. How to setup the order in the room?         Q2. Where should the flower vase be kept on the cart / table ?                 Q3. How to serve food? Q4. Process for serving beverages? Q5. What should be the position for the juice glass on the table? Pre-set tray and trolley in Room Service / IRD SOP Number: F&B - 24 Department: Food and Beverage Service – Room Service Date Issued: 10/10/2019 Time to Train: 45 Minutes Clean Service Trays: Clean the in-room dining area. Wash trays in the dish room. If the trays are cork-lined, rub the cord with lemon wedges to remove odors. Then let the trays stand for a few minutes before washing. Spray trays with hot water to remove food residue. Spray the trays with an approved sanitizing solution. Then Stack them upside-down at right angles to allow them to air dry. Clean room service carts / trolley: Remove all equipments and supplies from the carts. Use a clean cloth and a sanitizing solution to wipe the carts, including the helves legs and wheels. Polish the carts with a clean, dry cloth. Replace equipment and supplies. Report any squeaky wheels to maintenance staff members or stewards immediately, so they can fix the carts quickly. Preset Trays and carts / trolley: Organize and preset trays’ and trolley before the meal period begins. Prepare the trays for service in the rooms: trays with basic set-up [for serving Continental breakfasts and light meals (for a maximum of 2 people). Place tablecloths neatly over room service carts. Prepare the trolleys for service in the rooms: trolleys with basic set-up for serving American breakfasts and multi-course meals. Items you place on the tray or cart include salt, pepper, ketchup sugar, artificial sweetener etc. Make sure each item is clean before placing it on to the cart or tray. Wipe containers with a clean cloth if necessary. Follow the tray and cart setup charts to place items on trays and carts. Clean the heating boxes and keep a few of standby: all heating boxes are heated with electric power. Replenish all condiments. Prepare all the operating equipment and install it in the appropriate areas. Chinaware, flatware, hollowware, glassware and linen must be sufficient in quantity and polished according to hotel policy standards. Prepare the room-related VIP amenities: Petit Fours, House wine, fresh fruit platter cut or otherwise, a souvenir like a diary. For a VVIP a full bar will be set up in the room. Daily replenishment of all amenities should be done. Training Summary questions: Q1. How to clean room service Trays?    Q2. How to clean carts / trolleys?          Q3. What actions to be taken if you find any squeaky wheels? Q4. Why it is important to follow tray and cart setup charts? Q5. How to prepare the room-related VIP amenities? Restaurant Server Checklist The server approached the table within 2 minutes of seating with a smile and eye contact. The server was the first one to speak and extended a very warm welcome. Offers coffee, water or other beverages during the initial greeting.  The server was knowledgeable and able to answer basic questions about the hotel. Latest food promotions were described and Beverages served according to orders, without prompting within 2 minutes. Server inquired if the guest was ready to order when delivering beverage. The server had good knowledgeable of menu items and preparation, particularly of vegetarian dishes and any food items that may contain common allergens. The server asked relevant questions and Special requests were met with an everything is possible attitude. Server recommended accompanying items. Starter course(s) presented within 10 minutes of ordering. Main course placed in front of guest correctly and sequentially, without prompting. Main course presented within 15 minutes from starter delivery or from order if no starter ordered, or guest advised if additional time was necessary. Ascertained that expectations were met during each course by asking specific questions. Additional beverages offered before first beverage was finished and served in 2 to 3 minutes. Table cleared and straightened once all guests have finished eating, but individual plates were removed as finished. Dessert was offered and Dessert served within 10 minutes of ordering, as ordered, with appropriate sides. Dessert plates was removed, table maintenance completed. Final Check or bill neatly presented in 3 minutes in a clean holder with a hotel/restaurant pen. (For Breakfast bill need to be presented along with the ordered meal.) Bill was accurately totalled, properly itemized and with no missing or incorrect items. Payment was collected within 3 minutes and Server returned with change or charge within 3 minutes. Server was the last one to speak (kind comment, invitation to return, etc.) and thanked the guest. Staff well groomed, uniformed, nametag was present. Staff was courteous and articulate and anticipated guest needs. The speed of service adapted to the environment and the needs of the guest. Room Service Order Delivery Service Standard checklist Tea & Coffee service was available 24 X 7 and delivered within 10 to 15 minutes. Order was delivered at time quoted by order taker, in case of any delay then the same was informed to the guest with an apology. Food was delivered Not earlier or later than 5 minutes before/after time quoted. Server spoke first and extended a warm greeting. Guest name used at least one time during delivery process. Morning newspaper was delivered with breakfast in case not yet collected by the guest. Server asked where guest would like to enjoy meal, suggestions offered if guest was uncertain. Server set up order and removed plastic wraps, caps and plate covers. Hot food was served hot, cold food was served cold. Food items tasted and looked fresh, Also prepared to requested order. Presentation of food was appealing, attractive and portions were adequate, consistent. Beverages served as requested and served at correct temperature. Beverages were well prepared, fresh, and garnished. Server introduced each item ordered and Server offered to pour beverages. Server was skilled at presenting, opening, and serving wine. Server engaged guest in light conversation and inquired about their experience at the hotel while setting up the order. Guest was advised of the actual time that the order would be delivered, 20 minutes for breakfast and 30 minutes for lunch and dinner. All ordered items were present along with appropriate condiments and tableware. Server was able to answer basic questions about the hotel services, facilities and operating hours of restaurants. Server addressed further needs and asked if anything else was required. Check neatly presented in a clean folder with a hotel/restaurant pen. Check accurately totalled, properly itemized, no missing items. If called for, room service order is removed within 15 minutes. During tray/table removal, server asked if guest enjoyed their meal. During tray/table removal, used and dirty dining tables/trays were removed from the corridor immediately. The server was well groomed, uniformed, name tag was present. Staff did not eat, drink, smoke or chew gum. The speed of service adapted to the environment and the needs of the guest. Server was the last one to speak and guest was thanked. Room Service Order Taker Audit checklist. Room Service was available 24 X 7. Order taker answered the phone within 3 rings. Phone answered with a warm and sincere greeting of the day.  Room number, name and the number of guests partaking was verified. The guest name was used at least one time during the conversation. Permission asked to place call on hold, and order taker waited for the response. Placed on hold for less than 30 seconds, thanks to extended for holding. Minimal background noise, interruptions was heard while ordering. Order taker was pleasant, not impatient or mechanical. Order taker was able to recommend items and any daily specials or promotions. Order taker was knowledgeable of menu items and preparation, particularly of vegetarian dishes and any food items that may contain common allergens. Order taker was knowledgeable of bottled wines and wine by the glass. Order taker was aware of unavailable items and offered an alternative. Special requests were met with an everything is possible attitude. Additional menu items were offered (Juice, wine, dessert etc.) to go along with meal. Order taker anticipated guest’s needs and asked relevant questions. Order taker spoke clearly and used full sentences. Order was repeated to ensure accuracy, offered additional items before quoting delivery time. Guest was advised of the actual time that the order would be delivered, 20 minutes for breakfast and 30 minutes for lunch and dinner. Order taker was the last one to speak (kind comment, etc.). The speed of service adapted to the environment and the needs of the guest.