RESTAURANT

OPERATION MANUAL

STANDARD OPERATING MANUAL

 TABLE OF CONTENT

The Outlet 1 Skills & Knowledge 5

Introduction 1.1 Training 5.1
Organization Chart 1.2 New Staff Training Program 5.1.1
Floor Plan 1.3 Waiter/ Waitress 5.1.1
Departmental Policies& Guidelines 1.4 Host/ Hostess 5.1.1
Menu 1.5 Hotel Training Program 5.1.2
Marketing plan 1.6 Telephone Etiquette 5.2
Our Philosophy 2 Handling Guests Complaints 5.3
(Your Business) Hospitality 2.1 Up-selling Program 5.4
Basic Service Standard 5.5
Our Staff 3 Non-Negotiables 5.6
Staff Budget 3.1
Job Descriptions 3.2 General Guidance 6
Uniform 3.3 Foodborne Illness Structure 6.1
Grooming Standart 3.4 Procedure for Reporting Injury 6.2
Staff Schedule 3.5 Guest Injury 6.2.1
Staff Injury 6.2.2
Operating Procuders 4 Lost and Found Procedures 6.3
Outlet Daily Briefing 4.1
Opening Procedures 4.2 SOP 7
Sequence of Service 4.3
Seating guest 4.3.1
A La Carte Service 4.3.2
Closing Procedure 4.4
Interdepartmental Transfer 4.5
Handling Linen 4.6
Cleaning Schedules 4.7
Table Set-Up 4.8
Inventory 4.9
Cashier Overage&Shortage 4.10
Procedure

Responsible: Introduction
Last Updated: April 2021 Page: 1 of 2

INTRODUCTION
NAME: ???? Restaurant
The innovative and brand new Restaurant, brings a fine dining dinner experince with a
higher level of creativity. With a choice of different cooking style all over (Sample)

OPENING DATE: (Your Opening Date)

LOCATION: It’s located at European side of the (Your Business).

SIZE OF RESTAURANT: ? square feet

CUISINE: Modern European Cuisine, serving à la carte menu for Lunch/dinner.

SEATING: 106 pax –Seating arrangements are sub-divided in. 34 pax indoor and 72 pax
outdoor.

CONCEPT: A Causal dining, where a level of service makes dining at Restaurant a

truly Relaxed experience combine with European Cuisine.

CHEF: Mr. xxx leads his brigade of over x chefs, bringing innovation and quality food
concepts to his cooking.

RESTAURANT MANAGER: Mr inspires his team of 17 energetic service staff to deliver

friendly and efficient service to his guests.

Department: Restaurant The Outlet

SOP 1. 1
Responsible: Introduction
Last Updated: April,2021 Page: 2 of 2

Picture needs update

OPERATION HOURS:11:00 to 14:30 19:00 to 23:00 daily for Casual dining,

DINNER: Price Range ?????

RESERVATIONS: Phone number,

Department: Restaurant The Outlet

SOP 1. 2
Responsible: Organization Chart
Last Updated: April,2021 Page: 1 of 1

Restaurant Manager (1)

Asst. Restaurant Manager (1)

 Restaurant Host or Hostess (2) Restaurant Bartender (2)

Wait Staff (8)

Department: Restaurant The Outlet

SOP 1. 3
Responsible: Floor Plan
Last Updated: April,2021 Page: 1 of 2

RESTAURANT FLOOR PLAN

Department: Restaurant The Outlet
SOP 1. 3
Responsible: Floor Plan
Last Updated: April,2021 Page: 2 of 2
 Department: Restaurant The Outlet
SOP 1. 4
Responsible: Rules &
Policies
Last Updated: April,2021 Page: 1 of 1

RULES & POLICIES

Policies/Guidelines
Report to Duty
• Staff to report to work station on time according to scheduled
duty in full uniform
• Sign in/out
oSign in and out at the work station upon arrival and
department to work
oSign in and out only for yourself and at the actual time of
arrival and departure
• Tardiness
oTardiness & no show will result in disciplinary action
o Unavoidable delay: notify manager on duty if there is any
unforeseeable delay for duty, ex., traffic accident.
• Sick Call
oEmployee who call in sick must notify outlet manager or
manager on duty at least one hour before their scheduled shift

Holiday and
Annual Leave • All leaves must be supported by approved Leave Application
forms

Personal
Belongings • Usage of personal mobile phone is prohibited during work
period
• Personal belongings must be kept in the locker provided by
hotel

Uniform and
Grooming • Uniform
oAll staff should be in their full uniform during the scheduled
period
oStaff’s name tag must be wore at all time
oStaffs must keep uniform clean, tidy and properly pressed
oHotel uniform and name tag cannot be wore outside the hotel
without approval
• Grooming
oAll staff should brush their hair, double check the tidiness of
their uniforms and make sure shoes are shined before
reporting to duties
oFollow jewelry, nails and make up guidelines, follow the
grooming standard provided by Human Resources department

Personal Record
• If there is any changes in address, telephone number, marital
status, staff needs to inform department head and human
resources department within 7 days

• Hotel address cannot be used as a personal mailing address

Department: : Restaurant The Outlet

SOP 1. 5
Responsible: Menu
Last Updated: April,2021 Page: 1of 2

MENU
à la carte menu is available from which the guest can order for Lunch/dinner that offers a
variety of foods from European Cuisine, appealing to the restaurant’s local and international
guests.

A la carte Menu

• Lunch/Dinner

• Vegetarian?*

Beverage List

• Beverage & Wine List

RESTAURANT RESTAURANT MENU (Sample List Of Menu Kindly Change)

Appetizers, Salads and Soup

Onion Soup Gratinee “Belle Epoque”

Roasted Pumpkin Salad with Honey, Spinach and Blue Cheese (V)

Frisee Lettuce with Crispy Bacon and Soft Poached Egg (P)

Herring Fillets with Potato Salad

Country Liver Pate (P)

Home Smoked Salmon with Toast

Duck Rillettes with Toasted Corn Bread

Plateau de Fruits de Mer

½ Dozen Oysters in Season on Ice

Shrimp Cocktail

Escargots in Garlic Butter

Moules Mariniere (A)

Department: : Restaurant The Outlet

SOP 1. 5
Responsible: Menu
Last Updated: April,2021 Page: 2of 2
Main Courses

Sea Bass Fillet with Artichokes and Tomatoes

Salmon Pave, White Bean Ragout, Sun Dried Tomatoes and Fresh Herbs

Roasted Baby Chicken with Fresh Thyme

Beef Tenderloin with Béarnaise Sauce

Entrecote au Poivre with Creamed Spinach and French Fries (A)

Roasted Rack of Lamb with Herb Crust, Garlic Mash and Rosemary

Duck Confit with Crispy Potatoes and Frisee Salad

Steak Tartar prepared at your table side

Warm Goat’s Cheese and Grilled Vegetable Salad (V)

Desserts

“Bugnes” Crispy Dough, Strawberry Compote and Fromage Blanc Sherbet

Apple Tart Tatin with Vanilla Custard and Ice Cream

Chocolate Mud Pie with Butterscotch Sauce (A)

Warm Berry Cobbler with Elderberry Sherbet

Bread and Butter Pudding with White Chocolate Ice Cream

Our Pancakes

with Apricot Jam

with Cream Cheese Filling

with Chocolate and Hazelnuts (N)

Our Ice Creams

Peach Melba (N)

Banana Split

Pear Belle Helene (N)

Prestige (choice of 3 scoops)

Department: : Restaurant The Outlet

SOP 1. 6
Responsible: Marketing
Plan
Last Updated: April,2021 Page: 1of 1

MARKETING PLAN? ? ?
Department: Restaurant Our Culture
SOP 2. 1
Responsible: All Staff (Your Restaurant
Name)Hospitality
Last Updated: April,2021 Page: 1 of 1
 HOSPITALITY

PHILOSOPHY
(Your Business) hospitality from caring people.

• Having pride without arrogance.

• Demonstrating respect, courtesy, sincerity, helpfulness and empathy in all our contacts
with guests.

• Hiring for attitude, training for skills.

• Delighting customers so that we not only meet, but exceed their expectations.

• Delighting customers and giving them value that they cannot find elsewhere.

OUR VISION
Providing finest (Your) Hospitality with the passion and commitment.

OUR MISSION
We are the Most Luxurius Hotel in the Mediteranean.

GUIDING PRINCIPLES

1- We will ensure that leadership drives for results.

2- We will make Guest loyalty a key driver of our business.

3- We will enable decision making at guest contact point.

4- We will be committed to the financial success of our own unit and of our company.

5- We will create an environment where our colleagues may achieve their personal and
career goals.

6- We will demonstrate honesty, care and integrity in all our relationships.

7- We will ensure our policies and processes are guest and employee friendly.

8- We will be environmentally conscientious and provide safety and security for our guests
and our
colleagues.
 Our Staff

Department: Restaurant Our Staff

SOP 3. 1
Responsible: Department Manager Staff Budget
Last Updated: April,2021 Page: 1 of 1
 STAFF BUDGET 2021

Asst. Restaurant Manager 1

Super visor 3

Bartender 2

Hostess 2

Waiter-Service Associate 8

Total 17

Department: Restaurant Our Staff SOP 3. 2- A

Responsible: Department Manager Job Description
Last Updated: April,2021 Page: 1 of 1
 JOB DESCRIPTIONS

Job Title: RESTAURANT OUTLET MANAGER

Department: F&B Grade Level: 3

Reports to: ASST. F&B MANAGER Responsible ASST. OUTLET MANAGERS

for: SUPERVISORS,
SERVICE ASSOCIATES
Substituted by: ASST. OUTLET MANAGER

Scope of Work: MANAGEMENT

PROFESSİONAL RESPONSİBİLİTİES:


GENERİC RESPONSİBİLİTİES:

Core Values
 Work with Passion and Commitment, providing our guests with the Finest (Your) Hospitality and thereby
creating the Most Luxurious Hotel in the Mediterranean.

Leadership
 Set and implement clearly defined goals for the department.
 Communicate the hotel Mission to all staff within the department, ensuring that it is understood and
embedded into every aspect of the department’s systems and processes.
 Conduct daily departmental briefings as scheduled to communicate key information to the team, discuss
key issues and seek feedback from the team.

Customer Focus
 Surpass customer satisfaction (internal or external customers) by thoroughly understanding their needs,
actively seeking customer feedback, and following up with relevant colleagues to ensure that all customer
requests are delivered completely.
 Should there be complaints from the customer, take personal ownership to ensure that all customer issues
are resolved.
 Promote empowerment to solve customer issues quickly and effectively, by understanding the levels of
authority within the department and familiarising with procedures related to solving common customer
complaints and concerns.

People Focus
 Select and recruit qualified staff based on competency and in accordance to the department’s Manning
Guide.
 Identify training needs for the department and ensure that every staff achieves the necessary competency
to excel in their existing roles and are ready for further career progression.
 Foster effective teamwork within the department and with other departments through effective team
building activities and creating cross-functional initiatives involving staff at all levels.
 Review staff performance and provide regular one-to-one feedback through structured performance
appraisal sessions. Provide counselling and mentoring where appropriate, actively developing and
enriching the team through positive role modelling and personal guidance.
 Recognise and give praise to positive behaviour and performance, actively promoting positive motivation
within the team.

Continuous Learning and Improvement

 Continuously improve standards and processes through constant monitoring of departmental
performance, conducting regular review of departmental procedures, and fostering an atmosphere of
continuous learning and improvement.
  Formulate (come up with) innovative ideas which could improve the way things are done, by actively
studying best practices from other competitors or successful operations, and sharing ideas with colleagues
and managers to implement new solutions.

Financial
 Implement necessary actions to increase profitability (increasing revenue and/or reducing wastages).

Working Environment and Ethics

 Report for duty punctually wearing the correct uniform and name badge at all times
 Cultivate (promote) a healthy working environment by adhering to standards and procedures supporting
health, safety and hygiene.
 Abide by all policies, standards and procedures laid down by the Hotel and Department manuals,
constantly keeping up-to-date with changes and ensuring familiarity at all times.
 Maintain a high standard of personal appearance and hygiene at all times.

PROFİLE SPECİFİCATİON:
Criteria Description

Qualification: 
(type)
Skills: 
(type)
Experience: 
(type and
duration)
Personality Traits: 
(describe)

EXPLAİNED BY: Signature: Date:

READ AND ACCEPTED Signature: Date:

BY:

Department: Restaurant Our Staff

SOP 3. 2-B
Responsible: Department Manager Job
Description
Last Updated: April,2021 Page: 1of 1
 JOB DESCRIPTIONS

Job Title: RESTAURANT OUTLET ASST. MANAGER

Department: F&B Grade Level: 4

Reports to: OUTLET MANAGER Responsible SUPERVISORS,

for: SERVICE ASSOSIATIONS
Substituted by: SUPERVISOR

Scope of Work:

PROFESSİONAL RESPONSİBİLİTİES:


GENERİC RESPONSİBİLİTİES:

Core Values
 Work with Passion and Commitment, providing our guests with the Finest Hospitality and thereby
creating the Most Luxurious Hotel in the Mediterranean.

Leadership
 Communicate the hotel Mission to all staff within the department, ensuring that it is understood and
embedded into every aspect of the department’s systems and processes.
 Communicate key information to the team and actively engage the team to discuss key issues.

Customer Focus
 Surpass customer satisfaction (internal or external customers) by thoroughly understanding their needs,
actively seeking customer feedback, and following up with relevant colleagues to ensure that all customer
requests are delivered completely.
 Should there be complaints from the customer, take personal ownership to ensure that all customer issues
are resolved.
 Promote empowerment to solve customer issues quickly and effectively, by understanding the levels of
authority within the department and familiarising with procedures related to solving common customer
complaints and concerns.

People Focus
 Assist the Head of Department in identifying training needs for the department and ensuring that every
staff achieves the necessary competency to excel in their existing roles.
 Foster effective teamwork within the department and with other departments through open
communication and working together in cross-departmental projects.
 Recognise and give praise to positive behaviour and performance, actively promoting positive motivation
within the team.

Continuous Learning and Improvement

 Actively participate in training programmes to improve skills and competencies.
 Continuously improve standards and processes by participating in improvement projects or problem-
solving teams.

 Formulate (come up with) innovative ideas which could improve the way things are done, by actively
studying best practices from other competitors or successful operations, and sharing ideas with colleagues
and managers to implement new solutions.
 Financial
 Implement necessary actions to increase profitability (increasing revenue and/or reducing wastages).

Working Environment and Ethics

 Report for duty punctually wearing the correct uniform and name badge at all times
 Cultivate (promote) a healthy working environment by adhering to standards and procedures supporting
health, safety and hygiene.
 Abide by all policies, standards and procedures laid down by the Hotel and Department manuals,
constantly keeping up-to-date with changes and ensuring familiarity at all times.
 Maintain a high standard of personal appearance and hygiene at all times.

PROFİLE SPECİFİCATİON:
Criteria Description

Qualification: 
(type)
Skills: 
(type)
Experience: 
(type and
duration)
Personality Traits: 
(describe)

EXPLAİNED BY: Signature: Date:

READ AND ACCEPTED Signature: Date:

BY:

Department: Restaurant Our Staff

SOP 3.2-C
Responsible: Department Manager Job
Description
 Last Updated: April,2021 Page: 1 of 1

JOB DESCRIPTION

Job Title: RESTAURANT OUTLET SUPERVISOR

Department: F&B Grade Level: 4

Reports to: ASST.MANAGER Responsible SERVICE ASSOSIATIONS

for:
Substituted by: SERVICE ASSOSIATION

Scope of Work: SUPERVISORY

PROFESSİONAL RESPONSİBİLİTİES:


GENERİC RESPONSİBİLİTİES:

Core Values
 Work with Passion and Commitment, providing our guests with the Finest (Your) Hospitality and thereby
creating the Most Luxurious Hotel in the Mediterranean.

Leadership
 Communicate the hotel Mission to all staff within the department, ensuring that it is understood and
embedded into every aspect of the department’s systems and processes.
 Communicate key information to the team and actively engage the team to discuss key issues.

Customer Focus
 Surpass customer satisfaction (internal or external customers) by thoroughly understanding their needs,
actively seeking customer feedback, and following up with relevant colleagues to ensure that all customer
requests are delivered completely.
 Should there be complaints from the customer, take personal ownership to ensure that all customer issues
are resolved.
 Promote empowerment to solve customer issues quickly and effectively, by understanding the levels of
authority within the department and familiarising with procedures related to solving common customer
complaints and concerns.

People Focus
 Assist the Head of Department in identifying training needs for the department and ensuring that every
staff achieves the necessary competency to excel in their existing roles.
 Foster effective teamwork within the department and with other departments through open
communication and working together in cross-departmental projects.
 Recognise and give praise to positive behaviour and performance, actively promoting positive motivation
within the team.

Continuous Learning and Improvement

 Actively participate in training programmes to improve skills and competencies.
 Continuously improve standards and processes by participating in improvement projects or problem-
solving teams.
 Formulate (come up with) innovative ideas which could improve the way things are done, by actively
 studying best practices from other competitors or successful operations, and sharing ideas with colleagues
and managers to implement new solutions.

Financial
 Implement necessary actions to increase profitability (increasing revenue and/or reducing wastages).

Working Environment and Ethics

 Report for duty punctually wearing the correct uniform and name badge at all times
 Cultivate (promote) a healthy working environment by adhering to standards and procedures supporting
health, safety and hygiene.
 Abide by all policies, standards and procedures laid down by the Hotel and Department manuals,
constantly keeping up-to-date with changes and ensuring familiarity at all times.
 Maintain a high standard of personal appearance and hygiene at all times.

PROFİLE SPECİFİCATİON:
Criteria Description

Qualification: 
(type)
Skills: 
(type)
Experience: 
(type and
duration)
Personality Traits: 
(describe)

EXPLAİNED BY: Signature: Date:

READ AND ACCEPTED Signature: Date:

BY:

Department: Restaurant Our Staff

SOP 3.2-C
 Responsible: Department Manager Job
Description
Last Updated: April,2021 Page: 1of 1

JOB DESCRIPTION

Job Title: SERVICE ASSOSIATION

Department: F&B Grade Level: 5

Reports to: SUPERVISOR Responsible -

for:
Substituted by:

Scope of Work: SERVICE ASSOSIATION

PROFESSİONAL RESPONSİBİLİTİES:


GENERİC RESPONSİBİLİTİES:

Core Values
 Work with Passion and Commitment, providing our guests with the Finest (Your) Hospitality and thereby
creating the Most Luxurious Hotel in the Mediterranean.

Customer Focus
 Surpass customer satisfaction (internal or external customers) by thoroughly understanding their needs,
actively seeking customer feedback, and following up with relevant colleagues to ensure that all customer
requests are delivered completely.

People Focus
 Foster effective teamwork within the department and with other departments through open
communication and working together in cross-departmental projects.

Continuous Learning and Improvement

 Actively participate in training programmes to improve skills and competencies.
 Continuously improve standards and processes by participating in improvement projects or problem-
solving teams.
 Formulate (come up with) innovative ideas which could improve the way things are done, by actively
studying best practices from other competitors or successful operations, and sharing ideas with colleagues
and managers to implement new solutions.

Financial
 Implement necessary actions to increase profitability (increasing revenue and/or reducing wastages).

Working Environment and Ethics

 Report for duty punctually wearing the correct uniform and name badge at all times
 Cultivate (promote) a healthy working environment by adhering to standards and procedures supporting
health, safety and hygiene.
 Abide by all policies, standards and procedures laid down by the Hotel and Department manuals,
constantly keeping up-to-date with changes and ensuring familiarity at all times.
Maintain a high standard of personal appearance and hygiene at all times.
PROFİLE SPECİFİCATİON:
Criteria Description

Qualification: 
(type)
Skills: 
(type)
Experience: 
(type and
duration)
Personality Traits: 
(describe)

EXPLAİNED BY: Signature: Date:

READ AND ACCEPTED Signature: Date:

BY:
 Department: Restaurant Our Staff
SOP 3.2-D
Responsible: Department Manager Job
Description
Last Updated: April,2021 Page: 1 of 2

JOB DESCRIPTION

Job Title: BAR PERSON

Department: F&B Grade Level: 5

Reports to: SUPERVISOR Responsible -

for:
Substituted by:

Scope of Work: SERVICE ASSOSIATION

PROFESSİONAL RESPONSİBİLİTİES:


GENERİC RESPONSİBİLİTİES:

Core Values
 Work with Passion and Commitment, providing our guests with the Finest (Your) Hospitality and thereby
creating the Most Luxurious Hotel in the Mediterranean.

Customer Focus
 Surpass customer satisfaction (internal or external customers) by thoroughly understanding their needs,
actively seeking customer feedback, and following up with relevant colleagues to ensure that all customer
requests are delivered completely.

People Focus
 Foster effective teamwork within the department and with other departments through open
communication and working together in cross-departmental projects.

Continuous Learning and Improvement

 Actively participate in training programmes to improve skills and competencies.
 Continuously improve standards and processes by participating in improvement projects or problem-
solving teams.
 Formulate (come up with) innovative ideas which could improve the way things are done, by actively
studying best practices from other competitors or successful operations, and sharing ideas with colleagues
and managers to implement new solutions.

Financial
 Implement necessary actions to increase profitability (increasing revenue and/or reducing wastages).

Working Environment and Ethics

 Report for duty punctually wearing the correct uniform and name badge at all times
 Cultivate (promote) a healthy working environment by adhering to standards and procedures supporting
health, safety and hygiene.
 Abide by all policies, standards and procedures laid down by the Hotel and Department manuals,
constantly keeping up-to-date with changes and ensuring familiarity at all times.
 Maintain a high standard of personal appearance and hygiene at all times.
PROFİLE SPECİFİCATİON:
Criteria Description

Qualification: 
(type)
Skills: 
(type)
Experience: 
(type and
duration)
Personality Traits: 
(describe)

EXPLAİNED BY: Signature: Date:

READ AND ACCEPTED Signature: Date:

BY:
 Department: Restaurant Our Staff
SOP 3.2-E
Responsible: Department Manager Job
Description
Last Updated: April,2021 Page: 1 of 2

JOB DESCRIPTION

Job Title: HOSTESS

Department: F&B Grade Level: 5

Reports to: SUPERVISOR Responsible -

for:
Substituted by:

Scope of Work: SERVICE ASSOSIATION

PROFESSİONAL RESPONSİBİLİTİES:


GENERİC RESPONSİBİLİTİES:

Core Values
 Work with Passion and Commitment, providing our guests with the Finest (Your) Hospitality and thereby
creating the Most Luxurious Hotel in the Mediterranean.

Customer Focus
 Surpass customer satisfaction (internal or external customers) by thoroughly understanding their needs,
actively seeking customer feedback, and following up with relevant colleagues to ensure that all customer
requests are delivered completely.

People Focus
 Foster effective teamwork within the department and with other departments through open
communication and working together in cross-departmental projects.

Continuous Learning and Improvement

 Actively participate in training programmes to improve skills and competencies.
 Continuously improve standards and processes by participating in improvement projects or problem-
solving teams.
 Formulate (come up with) innovative ideas which could improve the way things are done, by actively
studying best practices from other competitors or successful operations, and sharing ideas with colleagues
and managers to implement new solutions.

Financial
 Implement necessary actions to increase profitability (increasing revenue and/or reducing wastages).

Working Environment and Ethics

 Report for duty punctually wearing the correct uniform and name badge at all times
 Cultivate (promote) a healthy working environment by adhering to standards and procedures supporting
health, safety and hygiene.
 Abide by all policies, standards and procedures laid down by the Hotel and Department manuals,
constantly keeping up-to-date with changes and ensuring familiarity at all times.
 Maintain a high standard of personal appearance and hygiene at all times.
PROFİLE SPECİFİCATİON:
Criteria Description

Qualification: 
(type)
Skills: 
(type)
Experience: 
(type and
duration)
Personality Traits: 
(describe)

EXPLAİNED BY: Signature: Date:

READ AND ACCEPTED Signature: Date:

BY:
 Department: Restaurant Our Staff
SOP 3. 3
Responsible: Department Manager Uniform
Last Updated: April,2021 Page: 1 of 1

UNIFORMS

Restaurant Manager

The Service Manager has four sets of uniforms

Picture will be added later on…

Assistant Manager
The Service Manager has four sets of uniforms

Picture will be added later on…

Supervisor, Hostess & Wait Staff

Supervisor, Hostess & Wait Staff have four sets of uniforms

Picture will be added later on…

 Department: Restaurant Our Staff SOP 3 . 4
Responsible: All Staff Grooming
Last Updated: April,2021 Page: 1 of 2

GROOMING STANDARD
A. Grooming & Appearance – Uniformed Staff
Male

Hair Style • Keep hair clean & tidy. Brush your hair before
going on duty.
• Hair neatly cut, not to be lower than collar or hide
your ears.
• No coloring on hair. Only subtle highlight is
allowed.
• Fringe must not be longer than eyebrow level.
• Extremely short shaved hairstyle is not
acceptable.
• Must always be clean-shaven. Moustache, beards
& side-burns are not allowed.

Hands & •Hands and fingernails must be clean at all times.

Nails Fingernails must be short and well trimmed.

Make-up • No make-up in any form is allowed.

• Only clear & non-glossy moisturizing lip balms are
permitted.

Jewelry & •Only one wedding ring or one simple engagement

Accessories ring can be worn.
• Only one simple and conservative design watch
with a plain face and fitted band can be worn.
Diving watches, colored plastic band watches and
trendy watches are not acceptable.
• One simple necklace can only be worn inside the
uniform.
• Bracelet and earring are not allowed

Uniform •Must be properly fitted, clean and well pressed.

Change uniform if it is dirty, stained or wrinkled.
• Wear uniform properly with no buttons missing.
Jacket and shirt must be buttoned. Do not put too
many things in the pockets.
• Clean and clear name badge must be properly
worn.
• Suspenders can only be worn if they are not
visible from outside.
• Personal pagers or mobile phones must not be
carried while on duty.
• Uniform ties must be worn properly and must be
clean and wrinkle free at all times.

Shoes • Plain black leather shoes with plain black socks.

 • All shoes must always be well-polished and in
good state of repair.

Department: Restaurant OurStaffSOP 3.4

Responsible: All Staff Grooming
Last Updated: April,2021 Page: 2 of 2
Female

• Keep hair clean & tidy. Brush your hairbefore going on duty.
Hair Style • Hair neatly cut, tidy and non-frizzy, avoid too many layers.
• No coloring on hair. Only subtle highlight is allowed.
• Fringe must not be longer than eyebrow level. Long fringe
must be secured in place with only plain black clips.
• Extreme hairstyles such as frizzy perm, heavily gelled hair or
exaggerated/ messy updo are not acceptable.
• Long hair must be tied up in one of the following methods

a) a bun without any accessory

b) a bun with the hair ornament provided by the Hotel (a black

velvet hair bow barrette with net)

c) a French Twist

•Hands and fingernails must be clean at all times. Fingernails

Hands & Nails must be short and well trimmed.

• No make-up in any form is allowed.

Make-up • Only clear & non-glossy moisturizing lip balms are permitted.

•Only one wedding ring or one simple engagement ring can

Jewellery & be worn.
Accessories • Only one simple and conservative design watch with a plain
face and fitted band can be worn. Diving watches, colored
plastic band watches and trendy watches are not acceptable.
• One simple necklace can only be worn inside the uniform.
• Bracelet and earring are not allowed

•Must be properly fitted, clean and well pressed. Change

uniform if it is dirty, stained or wrinkled.
• Wear uniform properly with no buttons missing. Jacket and
Uniform shirt must be buttoned. Do not put too many things in the
pockets.
• Clean and clear name badge must be properly worn.
• Suspenders can only be worn if they are not visible from
outside.
• Personal pagers or mobile phones must not be carried while
on duty.
• Uniform ties must be worn properly and must be clean and
wrinkle free at all times.

Shoes • Plain black leather shoes with plain black socks.

• All shoes must always be well-polished and in good state of
repair.
Operating Procedures
 Department: Restaurant Our Staff SOP 4.1

Responsible: Department Manager Outlet Daily Briefing

Last Updated: April,2021 Page: 1 of 4
OUTLET DAILY BRIEFING

DAILY REPORT

Date:

Opening: Closing:

TODAY COVERS REVENUE AVERAGE CHECK

Actual Budget Food Beverage Total Budget Food Beverage Total Budget

DINNER

M-T-D COVERS REVENUE MONTH END

Covers Forecast Food Beverage Total Forecast Covers Sales

DINNER

VIP's
Out of stock item: : Staff briefing:

_____________________________________________________________________
_______________________________

_____________________________________________________________________
____________________________

_____________________________________________________________________
____________________________

VIP's Maintenance
Tomorrow reservation: tomorrow: issue:

Dinner:

Guest feedback:
_____________________________________________________________________
____________________________

_____________________________________________________________________
____________________________
 Department: Restaurant Our Staff SOP 4. 1
Responsible: Department Manager Outlet Daily Briefing
Last Updated: April 2021 Page: 2 of 4

F&B D AİLY BRİEFİNG CHECKLİST – RESTAURANT

To be used by all Outlet Managers / Supervisors during their daily briefing. The following areas must
be covered during the briefing. This checklist must be filed for future reference by Department
Head/Outlet Manager.
Date:

A. A REAS TO B E Specific Topic(s) Checklist

C OVERED

• How did we perform

1. Outlet yesterday/ today? □
Performance (cover / revenue)

2. Quality • Highlight 2 specific

Improvement and tasks or standards to □
Service Standards be improved during
the next shift

3. Up selling Items How many items

have been sold, □
today’s target

4. □

5. □

• Special Arrivals –
6. Communication ( VIP / Regular Guest □
/ Group)

• At least 2 things
7. Recognition that team members □
have done well
yesterday/today

8. Training • Highlight daily 1

SOP and 1 Guiding □
Principle / HACCP
 Policy

• Mention upcoming
training (General &
Departmental
Training)

• How many guest

have we delighted
yesterday/ today?

• Announce vacant
9. Vacancies position available □
within the hotel
based on issued
memo by HRD

• Close briefing with

10. words of □
Encouragement encouragement
(Teamwork)
• Thank them

Briefing Remarks by Manager/ Supervisor

conducted by:
Service Standard Minimum Quality (YOUR BUSİNESS )
Topics Standards GUİDİNG
PRİNCİPLES
• Choose one 1. Guests will be
different MQS topic recognized personally 1. We will ensure
a day through the use of their that leadership
name, naturally and drives for results
• Elaborate the topic appropriately.
related to our 2. We will make
colleagues work 2. All colleagues will customer loyalty a
acknowledge guests, and key driver of our
• Give specific fellow colleagues verbally, business
examples even in passing.
3. We will enable
3. Colleague will engage decision making at
(YOUR BUSİNESS ) guests with eye contact customer contact
WAY and a warm sincere smile. point
“All for one, One for
4. Colleagues will 4. We will be
all”
proactively offer assistance committed to the
to guests in our public financial success of
Towards Excellence
areas. our own unit and of
PHİLOSOPHY our company
5. When directing guests
“Genuine Care with
around the hotel, 5. We will create an
(Your) Hospitality” environment where
colleagues will escort
guests to their destination, our colleagues may
MİSSİON
and will never point. achieve their
The Most Luxurious
personal and
Hotel in (Your Area) 6. Colleagues will take career goals
ownership of guest
7 KEY DRİVERS OF 6. We will
requests and needs; and
GUEST DELİGHT will pass along all details to demonstrate
other colleagues so the honesty, care and
 Smile guest will not have to integrity in all our
repeat. relationships
 Energy
7. Guests will never be told 7. We will ensure
 Recognati “no”, but offered alternative our polices and
on solutions. processes are
guests and
 Voice 8. All guest remarks in employee friendly
 Information respect of their preferences
and habits will be 8. We will be
 Clean proactively recorded and environmentally
conscientious and
acted upon appropriately.
 Everyone provide safety and
9. When handling guest security for our
complaints or comments, guests and our
colleagues will listen fully, colleagues
calmly and sincerely;
apologize for any
inconvenience and then
precisely describe the
action which will follow and
follow up immediately.
 Department: Restaurant Operation Procedures SOP 4.2
Responsible: Department Manager Opening Procedures
Last Updated: April,2021 Page: 1 of 4

OPENING PROCEDURES

Task Procedure

Check on day special and follow up of • Read Supervisor log book

previous day’s happenings
• Check Restaurant e-mail on
Lotus Notes for update information and
guest inquiry

• Read Lotus Note

Check daily reservation • Check on reservation in ???, make

notes if there is any special or group
reservations

• Double check for all VIP reservation

for whole day

• Update the VIP reservation on the

Daily Event List if any changes has
been made

Make sure staff report duty on time • Check Supervisor sign in log book
and staffs’ attendance card

• If there is any staff did not report to

work on time, contact the staff
immediately to check on status

Check grooming on all staff • Check the overall grooming of all

staff with
Restaurant standard, make sure
everyone is presentable

Check overall set up in the restaurant • Check every sections and work
stations in the restaurant, ensure all
the tables and stations are properly set
up and in clean and tidy condition
 Department: : Restaurant Operating Procedure SOP 4.2
Responsible: Supervisor Opening Procedure
Last Updated: April, 2021 Page: 2 of 4

Pick up key • Pick up the Restaurant master key

from
?????

Active phone line • Transfer phone line back from ????

to
R ESTAURANT

Unlock all the workstation cabinets • Use the master key to unlock all the
draws in sideboard and cabinet for
easy access

Prepare and check all table setting • Check if there is any chipped cutlery
or glass on the table, replace the
chipped ones with a good condition
one right away

• Check all table setting to ensure

they’re in correct and presentable
condition

Check dinner reservation • Ensure all the reserved tables are

set up correctly and match with the
arrangement on the reservation list

Switch on the music system

• Switch on the Restaurant music
system which is located in the ,
?????.

• Make sure the proper music is

playing for dinner period

• Abject music volume to fitLunch/

dinner period, make sure it is not too
loud or too soft

Switch on Micros POS • Switch on all the Micros POS and

make sure it is on the correct day,
time and meal period

Check on grooming on all staffs • Double check on the grooming

status of all the service associates,
make sure they are presentable
before starting the operation

• Open the main door at 11am and

Start operation start the restaurant operation
 Department: : Restaurant Operating Procedure SOP 4.2
Responsible: Hostess Opening Procedures
Last Updated: April, 2021 Page: 3 of 4

Read Süpervısor’s log book • Read the Supervisor Log Book and
make note of any aspect that needs
special attention

• Sign the log book after viewing

Log on the Table Management System • Switch on all computers at the hostess
(TMS) desk

• Log on into “Table Management

System”

Check whole Lunch/ dinner reservation

and floor plan • Check if there is any VIP reservation
for dinner

• Update the VIP list and report to the

Manager on duty

• Double check the table assignment

which should match with the TMS
reservation list

Check the entrance before the operation Make sure that entrance of the
started
restaurant is clean and perfect.
Report any defects to manager
on duty.
 Department: : Restaurant Operating Procedure SOP 4.2
Responsible: Bartender Opening Procedures
Last Updated: April, 2021 Page: 4 of 4

Unlock all the refrigerator

• Use the master key to unlock refrigerators located in
Bar

Check the beverage and • Make sure there are enough supplies for the service
the alchole period
• If there is any shortage on the beverage and the
alchole, report to Manager on duty right away

Prepare the coffee • Press the ON button of the coffee machine and let it
machine for service warm up

• Check and Fill up coffee bean in the coffee machine

• Check the expiry date on the milk carton to make sure

it is valid to serve

• Place cold milk in the milk container of the coffee

machine

Check the milk, coffee • Ensure all the milk, coffee cream and juice stock are
cream and juice supplies valid to serve

• Make sure there are enough supplies for the service

period

• If there is any shortage on milk and juice, report to

Manager on duty right away

Prepare ice cube for the

service period • Collect the ice cube from the ice-machine at back
pantry and put it in the ice container at the Bar

Prepare the sanitizer for • Fill up the ice cube scoop container with the standard
the ice cube scoop sanitizer solution
 Department: : Restaurant Operating Procedure SOP 4.3.1
Responsible: Hostess Sequence of Service – Seating guest
Last Updated: April, 2021 Page: 1 of 1

SEQUENCE OF SERVICE – SEATING GUEST

Task Procedure

Acknowledge and welcome • Offer a welcome smile; maintain eye contact with
guest guest and in a positive body posture (Stand upright
and alert). Greet guest courteously by saying: “ Good
morning/afternoon/evening, Mr/Mrs/Ms. XXX (if you
know guest’s name) or Sir/ Madam, welcome to
Restaurant

Ask if guest has a • “Do you have a reservation, please?”

reservation

If guest has a reservation • Ask for guest’s reservation name

• Check in TMS for this booking and confirm

reservation details with guest (e.g. non-smoking table,
etc.).

If guest does not have a • Ask guest for the number of guests expected
reservation
• Guest’s preferences in the location of the table (such
as smoking/ non-smoking) – check for table’s
availability from the TMS

• Enter guest’s name and details into TMS for

reference

Escort the guest to the table • Lead guest to the assigned table by requesting the
guest to follow you, saying: “Sir/Madam/ (name of the
guest) this way please”

• Lead the way by walking in front of the guest

• Stop at the table, smile and pull chair out for guest

• Invite guest to sit, saying “Sir/Madam, please”

• Push chair in when guest is about to sit down

 Department: : Restaurant Operating Procedure SOP 4.3.2
Responsible: Supervisor-Service Associete
Sequence of Service- A La Carte Service
Last Updated: April, 2021 Page: 1of 4
SEQUENCE OF SERVICE - A LA CARTE SERVICE

Task Procedure

• Approach table to take beverage order and introduce promotional

Offering beverage item with up-selling skill by suggesting beverage item,
beverage ex, “Would you care for a glass of wine or our special cocktail
before dinner?” “Sir/Madam/(guest’s name)

• Check the cleanliness of the menu before presenting it to the

Present the menu guest

• Approach the table and present the menu to the guests with
ladies first.

• Introduce daily special to the guests.

• Serve the beverage orders

• Allow guest to have a moment to go through the menu, let guest

know that you will be back to take their orders when they are
ready, by saying, “Sir/Madam/(guest’s name), I will be back in a
minute to take your orders. Thank you.”

• Approach the table again when the guests are ready to place the
Order taking order, by saying, “May I take your order?”

• If guests are not ready, ask them if they need any help on the
menu, “Do you need any help on the menu?” Then give your
recommendation accordingly.

• Take lady’s order first and host’s at last

• Write down the orders immediately and repeat the orders to the
guests clearly

• Say “Thank you!”, collect all menus and excuse yourself from the
table

• Transfer food order to kitchen with remarks if there is any special

requests by guests
Transfer order to
kitchen

• Ensure all presented chinaware is clean and unchipped

Serving order to
guest • Preset the suitable chinaware and utensils on the table before
bring in the order
 • Double check the food orders at the kitchen, make sure all the
items are correct.

• Bring the orders to the guest with smile and eye contact

• Serve lady’s order first from the left and host’s at last

• After serving the order and before leaving the table, say “Please
enjoy your meal!”

• 5 minutes after main course is served, approach table again to

Double check on ensure guest satisfaction. Example: “How is your fish?
guest satisfaction
“Would you like another glass of wine?”.

• Approach the table after guest has finished the food

Clear soiled
dishes • Ask for permission to remove the dish from the table, saying
“Excuse me Sir/Madam, may I clear your dishes/glasses?”.

• Remove the soiled dishes and ensure that it is done quietly and
neatly

• Discreetly leave the table

Department: : Restaurant Operating Procedure SOP

Responsible: Supervisor-Service Associete Sequence of Service- A La
Carte Service
Last Updated: April, 2021 Page: 3 of 4
 • After clearing away the main
Up-sell dessert, dishes, approach table again with the
dessert and coffee menu on hands to
tea/ coffee check with the guests if they would
like to order any dessert, tea or
coffee

• Preset the suitable chinaware and

utensils on the table before bring in
the order

• Double check the food orders at the

kitchen, make sure all the items are
correct.

• Bring the orders to the guest with

smile and eye contact

• Serve lady’s order first from the left

and host’s at last

• Signal to guest that you are aware

Billing of their request for the bill

• Ensure that the right bill is printed

and the total amount is correct, with
staff signature on the top left corner
before present the bill to the guest

• Place the bill into the bill folder

• Approach guest and present the bill

by opening the bill folder in front of
the guest and say thank you at the
same time

Payment by Cash

• Check the amount of cash received

from guest

• Write the amount received on the

top right hand corner of the bill

• Place bill and cash on folder and

pass it to the person in charge on
duty for processing

• Check the amount for cash returned

by the person in charge and place it
in the bill folder on the top of the
guest receipt

• Return the change back to the

guest, say “thank you very much”
and excuse yourself from the table

Payment by Credit Card

• Accept credit card from guest with

both hands
 • Check for expiry date then swipe
the credit card through the credit card
machine. Key in the correct amount
and obtain the credit card voucher
form the machine

• Swipe the credit card though the

POS to obtain the credit card number
for closing reference

• Double check the total amount and

card number on the voucher match
bill total and guest’s credit card

• Approach guest, open up bill folder

and offer your pen to the guest for
signature on the credit voucher and
guest bill

• Verify signature with the back of the

credit card

• Hand the customer copy and a

copy of the bill with the credit card
back to the guest with both hands

Room Charge

• Verify the guest name and room

number in the Fidelio Opera POS.

• If both guest name and room

number are correct, process to
closing check

• If the guest name and room number

does not match with what POS
indicate, check with Front Office to
verify guest’s identity and signature

Farewell guest • Be alert when guest shows signs

that they are ready to leave the
restaurant, e.g. when they started the
collecting their belongings

• Pull the chair back for guests when

they are ready to stand up

• Say. “Thank you very much”

• Take a quick glance to check if

guests have left anything behind

• Walk with guests to the restaurant

entrance and say, “Thank you,
goodbye.” Or “Thank you, see you
next time”

Department: : Restaurant Operating Procedure SOP 4.4

Responsible: Restaurant Manager, Asst. Rest Manager Closing Procedure
Last Updated: April, 2021 Page: 1 of 5
 DAY CLEANİNG DUTİES
• Polish & Refill Oil and Vinegar Container

• Wash & Refill Toothpick Holder

Monday • Clean & Refill Sauce Bottles

• Clean & Refill Salt & Pepper Shaker

• Clean & Refill Salt & Pepper Shaker

• Deep Clean Chairs and Tables

Tuesday • Clean and Polish Wine buckets and stands

• Deep clean the service stations

• Clean & Refill Sauce Bottles

• Clean Tray Stand

• Clean silver utensils with special solutions

WEDNESDAY
• Change All Sideboard Drawer Clothes

• Clean & Refill Sauce Bottles

• Clean Stainless Steel any area if exist

• Clean All Movable Sideboard

Thursday • Clean & Refill Salt & Pepper Shaker

• Clean & Refill Sauce Bottles

• Clean All Side Board & Sugar Container Located in The Sideboard

• Deep Clean Chairs and Tables

• Clean & Refill Salt & Pepper Shaker

• Clean & Refill Sauce Bottles

Friday
• Polish & Refill Oil and Vinegar Container

• Clean and Polish Wine buckets and stands

Department: : Restaurant Operating Procedure SOP 4.7

Responsible: Supervisor Cleaning Schedules
Last Updated: April, 2021 Page: 2 of 2
 Housekeeping Checklist

Task Procedure

Ensure the cleaningness of all • Using the Housekeeping Checklist to

equipment and work area
inspect all the equipment and area to make
sure they are all in good condition

• If special attention is needed, call

Housekeeping Department for immediate
follow up action and report to Manager on
duty

Housekeeping Checklist • Ensure all the drains beside window are

cleaned.

• Display counter are cleaned daily.

• Ensure the bottom of the Micros machines is

cleaned weekly.

• Check tables and chairs if they are in good

condition

• Ensure Housekeeping clean the draught

above the service bar

• Ensure the marble and wooden floor by the

entrance is cleaned and no stain/mark stay.

• Ensure that the glass covers of the floor light

are cleaned.

• Prepare the chair for housekeeping to clean

on every Sunday night (After Shift).

Department: : Restaurant Operating Procedure SOP 4.8

 Responsible: All Staff Table Set-Up
Last Updated: April, 2021 Page: 1 of 1

PICTURE WILL BE UPDATED

Lunch/Dinner Period The
numbers of water glasses are
placed on the table according
to the table reserved for how
many persons. Show plate
and folded napkin. Utensils for
appitizer and the entree. BB
plate. Candle, flower vase and
salt-pepper.

Closed Period Clean Runner, Sample Pictures will be available

show plate, folded napkin and later
Water Glasses... or nothing

Department: : Restaurant Operating Procedure SOP 4.9

Responsible: Restaurant Manager Inventory
Last Updated: April, 2021 Page: 1 of 4

INVENTORY
Equipment
 1. Chinaware
COD ITEM UNI PAR STOCK LEVEL
E DESCRİPTİON T

Department: : Restaurant Operating Procedure SOP

4.9
Responsible: Restaurant Manager Inventory
Last Updated: April, 2021 Page: 2 of 4
 INVENTORY

2. GLASSWARE
COD ITEM UNI PAR STOCK LEVEL
E DESCRİPTİON T
 INVENTORY

3. SILVERWARE & HOLLOWWARE

COD ITEM UNIT PAR STOCK LEVEL
E DESCRİPTİON

LİNEN
COD ITEM UNIT PAR STOCK LEVEL
E DESCRİPTİO
N

Department: : Restaurant Operating Procedure SOP

4.9
Responsible: Restaurant Manager Inventory
 Last Updated: April, 2021 Page: 4 of 4

Breakage Report
AREA: MONTH:
D C ITEMS Q R RECORDED BY
A O U E
T D A A
E E N S
T O
İ N
T
Y

Verified by:

Department: : Restaurant Operating Procedure SOP 4.10

Responsible: Supervisor Cashier Overage&Shortage Procedure
 Last Updated: April, 2021 Page: 1 of 1

Cashier Overage & Shortage Procedure

TASK PROCUDURE

Overage found in the cash If overage is found, double check all the bills and re-count
float cash generated in the shift

Do not keep any overage in the outlet

Cash float envelope need to be filled out properly including

overage/shortage column

Put cash overage and total cash sales together in the cash
float envelope and drop the envelop in the safe following
cash drop procedure

Report all overage to Manager on duty

Shortage found in the cash If shortage is found, double check all the bills and re-count
float cash generated in the shift again

Cash float envelope need to be filled out properly including

shortage column.

Report all shortage to Manager on duty

Skills and Knowledge
 Department: : Restaurant Skills and Knowledge SOP 5.1.1
Responsible: Supervisor Training – New Staff Training
Program
Last Updated: April, 2021 Page: 1 of 5

Training – New Staff Training Program (WAITER/WAITRESS)

First/Second Week Program

Trainer:

Trainer Trainee
Duration Date Categories Initial Initial
(Your Business) Cultere
( mission, vision, 7 Guiding Principals)

Organization Chart

Restaurant Rules & Regulations

Late & Sick Leave Penalty

Overtime and Holiday Compensation

Request Holiday & Annual Leave

Change Schedule with Colleagues & Penalty

Daily Briefing Log Book

Service Etiquette (7 Guiding Principles)

Smile

Energy

Recognation

Voice

Information

Clean

Everyone
Department: : Restaurant Skills and Knowledge SOP 5.1.1
Responsible: Department Manager Training – New Staff Training Program
Last Updated: April, 2021 Page: 2 of 5

Service Etiquette

Pay attention body Language

Be patient

Greeting the guest (By name if possible)

Never say "NO" to the guest

Grooming

Uniform, shoes, hair style

Watch, bracelet, earrings, sock and make-up

Glasses, accessories, name tag

Fingernails

Personel Hygiene

(Your Business) Food Safety and Hygiene Policy

Floor Plan

Smoking & non smoking area and reason

Fire extinguisher location and fire drill procedure

Department: : Restaurant Skills and Knowledge SOP 5.1.1
Responsible: Department Manager Training – New Staff Training Program
Last Updated: April, 2021 Page: 3 of 5

Restaurant Information

Price & Time Dinner Ala carte menu

Credit card and membership card's promotion if

exist

Supervisor and waitstaff meeting

Back Pantry Duties

Inventory

Stocking

Stock ordering procedure

Handling linen

Keep pantry and back area clean and tid

Remark and Suggestions:

Evaluation (by department head)

Punctuality 1 2 3 4 5

Quality of Work 1 2 3 4 5

Taking initiative 1 2 3 4 5

Comprehension 1 2 3 4 5

Work effectiveness 1 2 3 4 5
(1 - inadequate performance, 5 - Outstanding performance)

Department Head signature:

 Department: : Restaurant Skills and Knowledge SOP 5.1.1
Responsible: Department Manager Training – New Staff Training Program
Last Updated: April, 2021 Page: 4 of 5

Third/ Fourth Week Program

Trainer:

Trainer Trainee
Duration Date Catagories Initial Initial
(Your Business) Cultere
( mission, vision, 7 Guiding Principals)
Lunch/Dinner Shift Opening Duty

Sign in upon arrival to duty

Attend daily briefing

Check and Refill service station

Follow up with all the special arrangement

Seting up the tables in (Your Business) standarts

Lunch/ Dinner Shift Closing Duty

Set up all the table for next day operation

Check and Refill service station

Sign out upon departure of duty

Basic Service Standarts& Dinner Menu

Micros System
 Remark and Suggestions:
Evaluation (by department head)

Punctuality 1 2 3 4 5

Quality of Work 1 2 3 4 5

Taking initiative 1 2 3 4 5

Comprehension 1 2 3 4 5

Work effectiveness 1 2 3 4 5

(1 - inadequate performance, 5 - Outstanding performance)

Department Head signature:

Department: : Restaurant Skills and Knowledge SOP 5.1.1

Responsible: Department Manager Training – New Staff Training Program
Last Updated: April, 2021 Page: 5 of 5

Fifth/ Sixth Week Program

Trainer:

Trainer Trainee
Duration Date Catagories Initial Initial
(Your Business) Culture
( mission, vision, 7 Guiding Principals)

Micros System Inputting

Basic Service Standards & Lunch/Dinner Menu

Revision, Practice & Evaluation

 Remark and Suggestions :

Evaluation (by department head)

Punctuality 1 2 3 4 5

Quality of Work 1 2 3 4 5

Taking initiative 1 2 3 4 5

Comprehension 1 2 3 4 5

Work effectiveness 1 2 3 4 5
(1 - inadequate performance, 5 - Outstanding performance)

Department Head signature:

Department: : Restaurant Skills and Knowledge SOP 5.1.1

Responsible: Outlet Manager Training – New Staff Training Program
Last Updated: April, 2021 Page: 1 of 4

Training – New Staff Training Program (Hostess)

First Week Program

Trainer:

Trainer Trainee
Duration Date Catagories Initial Initial
(Your Business) Cultere
( mission, vision, 7 Guiding Principals)
Grooming Standarts

Organization Chart

Restaurant Rules& Regulations

Late & Sick Leave Penalty

Overtime and Holiday Compensation

 Request Holiday & Annual Leave

Change Schedule with Colleagues & Penalty

Daily Briefing Log Book

Service Etiquette (7 Guiding Principles)

Smile

Energy

Recognation

Voice

Information

Clean

Everyone

Department: : Restaurant Skills and Knowledge SOP 5.1.1

Responsible: Outlet Manager Training – New Staff Training
Program
Last Updated: April, 2021 Page: 2 of 4
First Week Program

Trainer:

Trainer Trainee
Duration Date Categories Initial Initial
Restaurant Information

Staff

Working Station

Any Promotion
Floor Plan

Telephone Etiquette
 Check Supervisor Log Book

Department: : Restaurant Skills and Knowledge SOP 5.1.1

Responsible: Outlet Manager Training – New Staff Training Program
Last Updated: April, 2021 Page: 3 of 4
First Week Program

Trainer:

Trainer Trainee
Duration Date Categories Initial Initial
Telephone Operation

Log ON / OFF telephone

Transfer call

Hold call

Retrieve miss call

Procedure of handling reservation

Sequence of Service

On day and future reservation

 Telephone and walk-in reservation

Hotel guest reservation

Obtaining guest information, i.e. Date, Time,

Reservation Name, No. of party, Contact Phone
No., etc.
"Table Management System" operation

Remark and Suggestions:

Evaluation (by department head)

Punctuality 1 2 3 4 5
Quality of Work 1 2 3 4 5
Taking initiative 1 2 3 4 5
Comprehension 1 2 3 4 5
Work effectiveness 1 2 3 4 5
(1 - inadequate performance, 5 - Outstanding performance)

Department Head signature:

Department: : Restaurant Skills and Knowledge SOP 5.1.1

Responsible: Outlet Manager Training – New Staff Training Program
Last Updated: April, 2021 Page: 4 of 4
Training – New Staff Training Program (Hostess)
Second Week Program

Trainer:

Trainer Trainee
Duration Date Catagories Initial Initial
Assigning table for confirmed reservation

Procedure of handling special reservation

Reservation for Sales Person (for Entertainment

with guest)

Reservation for Meeting or Inculusive Room

Package

Deposit Procedure (Deposit is required for

reservation 10 or more person if exist)
 Procedure of handling VIP reservation

How to handle informative phone call

Inquiries
Complaint
Re-confirming reservation
Cake Ordering

Procedure of gift certificate order

Knowledge of Micros system

Check and reply email

Remark and Suggestions:

Evaluation (by department head)

Punctuality 1 2 3 4 5
Quality of Work 1 2 3 4 5
Taking initiative 1 2 3 4 5
Comprehension 1 2 3 4 5
Work effectiveness 1 2 3 4 5
(1 - inadequate performance, 5 - Outstanding performance)
Department Head signature:

Department: : Restaurant Skills and Knowledge SOP 5.1.2

Responsible: Training – Hotel Training Program
Last Updated: April, 2021 Page: 1 of 1

Training Classes List

COURSE LEVEL
III IV V
Orientation M M M
(Your Business) Genuien Care M M M
HACCP /SFSMS Standarts M M M
Fire Safety Refresher Course * M M M
Security Refresher Course * M M M
HACCP Revision Class * M M M
Trainers Skill R R R
Performance Management R R R
Foundation Leadership Skill R R R
Remarks:

1. Courses marked with an asterisk (*) are held every six months

2. M = Mandatory

3. R = Recommended

Department: : Restaurant Skills and Knowledge SOP 5.2

Responsible: All Staff Telephone Etiquette
Last Updated: April, 2021 Page: 1 of 2

TELEPHONE ETIQUETTE
YOU NEED TO DO AS FOLLOWS
Be effective • Answer call within 3 rings.

Answer call with smile • Guest can hear your expression on the other end.
Talking with a smile can bring out your pleasure voice.

Use guest’s surname (if known) • Check telephone screen to see if the caller is our hotel
guest and greet by his/her name.
• If it is an outside call, ask the caller for their name and
continue the conversation using the guest’s name.

Use standard greetings • Answer all calls with standard greeting.

• Greeting (Good morning/ afternoon/ evening), Your
Department, Your Name, Guest’s surname.
• Example: Good morning, Restaurant, this is Ali.
How may I assıst you Mr. Smith?
Repeat request or order back to the • Example: Let me repeat your order Mr. Smith. I have
guest reserved a non-smoking table for you for 4 people on
Wednesday, 8th of August at 7:30p.m. under the name of
Mr. Smith J.

Allow guest to reply every time • Allow guest to confirm if the order is correct or if he or
she would like any additional items.

Be patient and helpful • Listen attentively to what the guest enquiring or ordering.
Do not interrupt the guest. Provide guest with appropriate
assistance and suggestion.
• Always say “Is there anything else I can do for you today,
(guest name)?” after reconfirming the order.

Give estimate delivery time • After confirming the order is correct, give the guest
estimate delivery time for the order.

Ending the call • “Thank you for calling Mr. Smith, have a good day/
evening!”

Department: : Restaurant Skills and Knowledge SOP 5.2

Responsible: All Staff Telephone Etiquette
Last Updated: April, 2021 Page: 2 of 2

YOU NEVER DO AS FOLLOWS

Lack of energy • We should show our sincerity in each call. Lack of

energy or intimidating attitude will come through
your voice.

Speak too fast • Often time we received comments from the guests
saying that “The staff spoke so fast that I could not
hear what they said.”. Speaking too fast could occur
to guest that we are rushing them and we are
impatient with them, and they could not hear clearly
what we say as well. So speaking in a proper pace
and tone is very important.

Hurried manner • Do not rush the guest by answering before the

guest finish speaking.

Eat or drink during the • Eating or drinking while talking to another person
call is very rude.
 Hold a call for long time • If you have to put the guest on hold, please inform
without informing the the caller what is happening. If the guest doesn’t
caller want to wait, suggest calling him/ her back in a
stated period.
• If you are unable to call back within the stated
period, it is necessary to inform the guest that
information is not ready. Do not ignore the guest
and keep them waiting.

Hang up phone before • Never hang up phone before the guest does! Put
the guest does receiver back to the phone unit gently. Remember,
the guest can hear your every move!

Department: : Restaurant Skills and Knowledge SOP 5.3

Responsible: All Staff Handling Guests Complaints
Last Updated: April, 2021 Page: 1of 2

HANDLING GUESTS COMPLAINTS

Steps Remarks
LISTEN
• Listen carefully • Concentrate and maintain eye
contact with the guest
• Do not interrupt when the
guest is talking • I can understand how frustrating it
• Respond to what the guest is can be …..
telling you, it shows the guest
that you are listening to them. • I know you are worried about …..
• Positive body language
• Try to put yourself on the
same level as the guest
• Show understanding

APOLOGIZE
 • Answer sincerely. • Please accept my apologies.
• I’m sorry about the..
• Apologize to all guest complains. • I do apologize…
• It has happened several time already
• Avoid to accept liability before • I have already informed
investigation management, but no follow-up actions
were taken

FIX THE PROBLEM

• Act on the issue right away • Do not pass the guest around to
• Prioritize the complaint, show that other departments
you are moving quickly to fix the
problem • Identify guest’s need and concern;
• Own the problem, provide one-stop- make sure the alternatives and
shop service compensation provided are attending
• Give approximate time to the guest to guest’s concern
as to how long it will be until they get a
replacement
• Provide relevant alternatives to the
guest.
• Ensure that the guest is happy with
the solution
• Give approximate time to the guest
as to how long it will be until they get a
replacement

Department: : Restaurant Skills and Knowledge SOP 5.3

Responsible: All Staff Handling Guests Complaints
Last Updated: April, 2021 Page: 2 of 2

DELIGHT THE GUEST

• Remember “money” is the
answering for everything!
• Anticipate guest needs. Achieve the
extra mile by providing attentive
service before the guest asks.
• Make sure compliment is addressed
to guest need.
• Exceed expectations by addressing
the issue sooner than the guest
expected – if possible.
• If applicable, offer complimentary
drinks – with you get permission from
the Supervisor or a member of
management

FOLLOW UP
• Follow up on the complaint • How is your meal?
• If the situation is not finished before
 the quoted time you gave to the guest, • I hope everything is to your liking
keep the guest informed on the
situation • How is your ……?
• Check back on guests after a few
minutes to ensure satisfaction & that • Can I get you anything else instead
the guest is delighted of …?

Department: : Restaurant Skills and Knowledge SOP 5.4

Responsible: All Staff Up-selling Program
Last Updated: April, 2021 Page: 1 of 1
UPSELLING PROGRAM Objectives
• To maximize the F&B revenues in all outlets by encouraging F&B associates to make use of every opportunity to up-sell

• To maintain and of the F&B associates to perform up-selling techniques reinforce the motivation

Incentive program
1. Instant and individualized rewards
• Fixed amount of money reward for every single “target item” sold (e.g. $2@, depends on the item’s price)
• Each outlet has to select a number of “target items” for the associates to focus on (should be of low cost with high
profit margin; or slow moving items with high yields)
• Individual associates’ performances will be recorded and checked daily by Supervisor/ Service Managers with
reference to the daily infrasys report. The results will be verified by Outlet Managers weekly. These reports should
be submitted to the Accounts Department at the end of the month. Staff will then be rewarded the incentives at the
end of each month.
2. Team rewards
• Individual outlets will set their own targets (monthly forecast as the benchmark) with the approval of Director of
F&B, based on their existing capacities and business opportunities (e.g. some will focus on beverage sales, some
will focus on food sales)
 • When the revenues meet or exceed the target, the whole team (outlet) will be rewarded on a fixed amount of
incentive (refer to the “Team Achievements” list).
• Outlet Managers must ensure the total revenues do not decline (only focusing on the “targeted or rewardable”
areas). For example, if an outlet has a target on increasing the beverage sales, they cannot sacrifice the food sales
and putting all the efforts on beverage upsell only. Outlet Managers need to ensure that the food sales are also
maintained, with an improvement on both food and beverage revenue.

Reinforcement / Monitoring System

• Micros daily reports

• Monthly reports

• Sales Corner

• Departmental reinforcement through training and daily briefing

• Individual coaching by Divisional Trainer

• Monthly progress review in F&B Management Meeting

• Monthly target setting

• Put “up-selling skills” or “reinforcement of up-selling program” as an evaluation criterion of PDR for all levels of F&B
associates – modification of Job Descriptions

Department: : Restaurant Skills and Knowledge SOP 5.5

Responsible: All Staff Basic Service Standard
Last Updated: April, 2021 Page: 1 of 3

BASIC SERVICE STANDARD

STANDARD PROCEDURE
• Phone call must be answered within 3 rings
• Answer in hotel standard greeting
• Answer call with a smile and a pleasant voice
• Do not rush or interrupt the guest
Answering • Always repeat guest’s request or order
• Always say “Thank you very much” & “ Goodbye” when ending the
Telephone call
• Never hang up the phone before the guest does

• Keep the number of setting same as the number of guests.

• Do not leave the unnecessary setting on the table
• Remove and handle extra wine glasses by the stem
Removal of extra
 setting
• Ashtray will be changed when one cigarette butt in it • Reach from
the right hand side of the guest
• Place the clean ashtray on top of the soiled ashtray for neatness
• Bring both ashtrays on the tray, then put the clean one back on the
Replacing table for replenishment
• Never reach across the guest
ashtray
• Place proper wine glass on table for each guest
• Check the label and vintage of the wine to ensure it is as ordered
• Show the label to the host to verify the order
• Remove foil by using knife of the corkscrew
• Cut just under the second lip at the neck of the bottle • Put foil in
your pocket
Opening Wine • Wipe the lip and top of the bottle with service towel
Bottle • Insert the corkscrew into the center of the cork and turn clockwise,
pushing gently
• Anchor the lever on the rim of the bottle
• Cover the anchor level with one hand
• Use your other hand to pull the lever up, pulling the cork out
• Pull the cork up until it is almost out of the bottle, then grasped the
cork with your thumb and forefinger and slowly eases it out of the
bottle
• Do not put the bottle on the table during the opening procedure •
Wipe out the inner lip of the bottle
• Set the cork to the host’s right

Department: : Restaurant Skills and Knowledge SOP 5.5

Responsible: All Staff Basic Service Standard
Last Updated: April, 2021 Page: 2 of 3

• Pull small amount of wine in host’s glass for tasting,

remember to service wine from guest’s right hand side • If
the wine is accepted by the host, start then pouring for the
guest
Serving Bottle Wine • Serve ladies first then gentlemen in clockwise direction,
ending with the host
• Remember to serve from guests’ right and keep wine
label facing the guest while pouring the wine
• For white wine, offer to keep the wine in ice-bucket and
place it beside the table
• When the bottle is finish, ask the host if he would like to
order another bottle, then remove the ice bucket
• Do not turn the empty wine bottle upside down in the ice
bucket
 • Check all the necessary equipment and condiment (milk,
sugar, pot of hot water, pot of tea, strainer and strainer
holder, tea cup, saucer, tea spoon, lemon and napkin) are
ready before present to the guest.
• Serve tea from guest’s right hand side
• Announce what kind of tea you are going to serve, “Mr.
Tea Service Smith, this is your Earl Grey tea.”
• Place tea cup set in front of the guest.
• Pour the first cup of tea with strainer for the guest
• Place the tea pot at the upper right corner of the setting
• Place the strainer on the strainer holder

• Whenever a guest has left his/her seat when you come

with his/her meal:
o Return the order to the kitchen
o Replace the used napkin with a clean one
Serving a guest whom has and place it on the side of his/her setting
o Be observant of the table and watch for the
left his/her seat guest’s return

• When the guest returns:

o Bring the meal out and serve the guest
according to the service procedures
o Make sure the food is kept at the proper
temperature until the guest returns.

Department: : Restaurant Skills and Knowledge SOP 5.5

Responsible: All Staff Basic Service Standard
Last Updated: April, 2021 Page: 3 of 3

When all guests are finished or as they indicate

• Clear the plates from the right

• Clear lady first, host at last
• Never reach across the guest
Clearing Table • Remove all side plates, silverware and
condiments
• Clear all empty glasses from the right onto a
tray
• After taking the dessert and coffee/tea order,
ask the guests if they still want to keep the
unfinished beverage. If they don’t, clear their
glasses before serving dessert and coffee.
 • Bill are always provided in bill folders with
(Your Business) logo pen (bill folders with
advertising cannot be used, ex., VISA, AM-EX)
• Bills produced by the POS slip dockets are
Presenting Bill perfectly acceptable to be used as guest checks
but must be in duplicate
• It is important to know all the hotel
advertisement and recognition card that is
enclosed in the bill folder in order to promote
and explain to guest for all programmes
• When bringing the change back to the guest,
say “Here is your change Mr. Smith.”
• Before living the table, say “Thank you very
much Mr. Smith”
• NEVER wait for tips

Lunch & Dinner

• Once coffee/tea is served, bill to be prepared
and kept on side stand, ready to be presented
immediately
• Guest should never have to wait for more than
TWO MINUTES for bill

Department: : Restaurant Skills and Knowledge SOP 5.6

Responsible: All Staff Non-Negotiables
Last Updated: April, 2021 Page: 1 of 1

Non-Negotiables
1. To have clean and well kept menus and wine lists.

2. Clean and hole free, fray free table linen.

3. Spotless restaurant and kitchens.

4. Superb grooming standards, to be checked every day, front of house and back.

5. An interesting selection of Teas, Coffees and Cocktails in all restaurants.

6. Newspapers to be available for single diners in all outlets and to be offered.

7. Staff to be quizzed everyday at pre-service on product.

8. Training to be based on product AND tabulated reccurring defects.

9. Room service orders to be given priority.

10. Local dishes must be authentic and served at a value driven price.

11. Children’s menus should offer healthy alternatives to standard fare.

12. Every guest should be welcomed, communicated with and thanked for their business with
sincerity, using guests name where known.

13. Hot food served piping hot (on hot plates in a la carte).

14. Fruit salad should not contain sugar syrup.

15. Dishes should be prepared fresh.

16. Use local products where you can in a creative manner.

17. Never use dried flowers or Styrofoam for props.

18. Use fresh herbs when available.

19. A la carte juice menu should have freshly made juices indicated and always available.
 General Guidance

Department: : Restaurant General Guidance SOP 6.1

Responsible: All Staff Foodborne Illness Structure
Last Updated: April, 2021 Page: 1 of 1

(YOUR BUSINESS) FOOD SAFETY MANAGEMENT SYSTEM

FOOD & BEVERAGE GUIDELINES (HACCP)

TITLE: Foodborne Illness – Reimbursement for Food Related Incident/ Flow Chart for Reimbursement for Food
Related Incident

REFERENCE NO: HACCP Guidelines

PREPARED BY: DATE:

APPROVED BY: DATE:

Deliver with Guest Claim for Reimbursement for Food Related Incident
S. 1. 0 Mail or Telephone/ PABX

• All mails received should be forwarded to the Food and Beverage Director/ Manager for verification.
• All telephone calls should be forwarded to the Food and Beverage Director/ Manager.

S.2.0/ S.3. 0 Food and Beverage Director/ Manager

• Food and Beverage Director/ Manager should contact guest to acknowledge receipt of the claim. If
there is no record of the claim, then refer back to diagram 001 and begin at process

S.3. 0 S. 4. 0 Claim

• Food and Beverage Director/ Manager to send claim and consult with Financial Controller.

S.5. 0 Insurance Agents

• Financial Controller will liaise as appropriate with insurance agents.

S.6. 0 Documentation

• Insurance Agents to send documentation back to Financial Controller.

S.7. 0 Approved

• Financial Controller to approve and send to guest findings of case.

Department: : Restaurant General Guidance SOP 6.2.1

Responsible: All Staff Procedure for Reporting Injury – Guest Injury
Last Updated: April, 2021 Page: 1 of 2

PROCEDURES FOR GUEST INJURY

Operating Polices

Subject: Department: Section:

Procedures For Guest Injury

Standard:
To assist the guest in the most effective manner to ensure their comfort and safety is maintained and Emergency of First Aid
is co-ordinated as quickly as possible.

Procedure:
1. Staff to inform outlet manager of the incident immediately.

2. Assistant Manager is to go to the scene of the accident immediately and inform Security of the incident.

3. Assistant Manager is to assess the incident and if First Aid is required to deliver and administer this with the
assistance of Security.

4. If guest requires hospitalization an ambulance is to be called by the Assistant Manager through Hotel Operator
or alternatively a hotel vehicle may be utilized if the situation allows. Guest Relation Officer is to escort the guest to the
hospital if required.

5. If the hospital requires monetary payment to enable admittance, the Assistant Manager can authorize the funds
against the client’s credit card pending the necessary approval code being obtained. If any difficulties, contact Credit
Manager, or Front Office Manager for approval to assist with payment.

6. Guest Relation staff will follow up with a courtesy call to the guest the following day either at the hospital, or if the
guest has returned, at the Hotel.

7. Fruits/ flowers may be sent to the guest at the discretion of the Assistant Manager, Guest Relation Manager.

8. If injury is severe the ambulance services are to be contacted immediately, on arrival at the Hotel, the
ambulance personnel are to be escorted to the scene of the accident by Security, and assisted as necessary.

9. An incident report is to be logged in the Assistant Manager and Security log book for record purpose.

10. At all times the Hotel staff are to show empathy towards the client.

Date: Supersedes issue of: Issued by: Approved by: Page:

Department: : Restaurant General Guidance SOP 6.2.1

Responsible: All Staff Procedure for Reporting Injury – Guest Injury
Last Updated: April, 2021 Page: 2 of 2

(YOUR BUSINESS) HOTEL INCIDENT REPORT

O.B. No: Date :

Type of Incident:

Injury Sickness Accident Loss Damage

Time and Location:

Name (Guest/ Staff) :

Room No./ Position:

Company/ Dept. :

Telephone No:

PP/ HKID/ SID:

Nationality/ DOJ:

Check In:

Check Out:

Occurrence:

Any Insurance Cover/ Policy No. :

Action Taken :

c.c. Manager Shift :

Shift I/C

Department: : Restaurant General Guidance SOP 6.2.2

Responsible: All Staff Procedure for Reporting Injury – Staff Injury
Last Updated: April, 2021 Page: 1 of 2

PROCEDURES FOR STAFF INJURY

Operating Polices

Subject: Department: Section:

Procedures For Staff Injury

Standard:
To assist the staff in the most effective manner to ensure their comfort and safety is maintained and Emergency of First Aid
is co-ordinated as quickly as possible.
Procedure:
1. Staff to inform outlet manager of the incident immediately.

2. Assistant Manager is to go to the scene of the accident immediately and inform Security of the
incident.

3. If the incident was informed to Security, the Assistant Manager is to inform by Security.

4. Assistant Manager is to assess the incident and if First Aid is required to deliver and administer this
with the assistance of Security.

5. During the office hour, the injured staff will be sent to House Doctor at doctor office for medical
treatment by the colleague of his department.

6. If injury is severe, the ambulance service are to be contacted immediately, on arrival at the Hotel
the ambulance personnel are to be escorted to the scene of the incident by the Security or the colleague of his
department and assisted as necessary.

7. An incident report is to be logged in the Security Occurrence Book for record purpose.

8. The Injury Report is to submit to Human Resources Department by the concerned department
within 24 hours.

Date: Supersedes issue of: Issued by: Approved by: Page:

Department: : Restaurant General Guidance SOP 6.2.2

Responsible: All Staff Procedure for Reporting Injury – Staff Injury
Last Updated: April, 2021 Page: 2 of 2

(YOUR BUSINESS) HOTEL INCIDENT REPORT

O.B. No: Date:

Type of Incident:

Injury Sickness Accident Loss Damage

Time and Location:

Name (Guest/ Staff) :

Room No./ Position :

Company/ Dept. :

Telephone No. :

PP/ HKID/ SID :

Nationality/ DOJ :

Check In :

Check Out :

Occurrence :

Any Insurance Cover/ Policy No. :

Action Taken :

c.c. Manager Shift :

Shift I/C
Department: : Restaurant General Guidance SOP 6.3
Responsible: Supervisor, Server Lost and Found Procedures
Last Updated: April, 2021 Page: 1 of 4

LOST AND FOUND PROCEDURES

Purpose :To provide a guideline of procedures for all security staff in investigation of incident involving guest’s lost articles.

Operational Procedures: Whenever a guest reports the loss of any personal articles, the Security Department must be
notified at once to carry out a formal investigation and provide a thorough report:

1. Security in charge of the shift should be notified immediately.

2. Security in charge should notify the Assistant Manager on duty.

3. If incident involves a guest room, the Floor Supervisor must be notified also.

4. Confirm the exact location of the incident/ room number.

 5. Compile all relevant information regarding the guest and that incident by completing the SECURITY
DEPARTMENT INVESTIGATION REPORT.

6. Enquire from the guest whether he/ she desires to file a police report. If so, to assist guest in contacting the
police.

7. With the Assistant Manager, proceed to the location of the incident to carry out investigation.

8. If guest room in involved, the Assistant Manager and Floor Supervisor should proceed to the room for
investigation. Ascertain if there is damage to the door lock and any signs of forcible entry.

9. With the permission of the guest, a search to the room as well as the luggage should be carried out.

10. A search to the pantry service and vicinity area should be carried out.

11. Complete the investigation report in full.

12. Identify the service staff of the guest room involved and in the presence of the Floor Supervisor, Assistant
Manager, or Human Resources Department and search the locker of the relevant employee.

13. Take a statement from the relevant staff.

I. To the best knowledge of the staff, a description of the incident.

II. Was the staff involved in the incident.

III. Was the staff away from the hotel at any time with or without permission to contact friends/ relatives
during their shift.

IV. When was the last time the staff was in the room. When did he enter and when did he leave.

V. Enquire from the staff if he/ she has suppressed any information or reluctant to render assistance in
the investigation.

VI. Observe action and reaction of the staff during questioning.

14. All questioning of the staff should be done in the Security Office in order to maintain confidentiality.

15. Check on the past record if any of the staff involved.

16. Security in charge should finalize the report and submit to the Security Manager within his shift.

17. It should NOT be assured the employee is “GUILTY”, any investigation must be carried out in a fair and even
mannered way. If the employee requires a colleague/ department supervisor to be present this should be arranged.

Department: : Restaurant General Guidance SOP 6.3

Responsible: Supervisor, Server Lost and Found Procedures
Last Updated: April, 2021 Page: 2 of 4

Procedures for the Security Manager

1. Review the full report and all statements of the respective case.

2. Report to General Manager/ Manager to evaluate the case.

3. Provide the facts and recommendation to the General Manager/ Manager regarding the case, the guest and staff
involved.

4. File all documentation for future reference. STANDARD

 1. All items found in guest room, public areas, F&B outlets should be forwarded to Housekeeping Office for proper
handling and custody as soon as possible. Under no circumstance should found items be kept with outlets or any
other departments.

2. If for some reasons the found item(s) cannot be brought to the Housekeeping Department Office, the
Housekeeping Co-ordinator should be informed by telephone immediately. (in case the guest call for enquiry)

3. All Lost and Found items must be recorded appropriately and witnessed by Executive Housekeeper, Assistant
Executive Housekeeper or Assistant Housekeeper.

4. All items will be stored in Lost and Found room under lock and key immediately on being handed over to the
Housekeeping Co-ordinator.

5. For valuable or identifiable items i.e. cash, watches, jewellery, passport, driving license, identity cards and credit
cards etc. The Housekeeping Co-ordinator will inform the Front Office Assistant Manager and Security Department
duty shift in-charge immediately and the Assistant Manager and Security Shift I/C should proceed to Housekeeping
Department Office to check the items to see whether any method to contact the guest. If so, the Assistant Manager
is to contact the guest and arrange the property claiming.

6. The items will be kept inside the Executive Housekeeper safe provided the code of which only known by the
Executive Housekeeper, Assistant Executive Housekeeper and Assistant Housekeeper.

7. For items found in the Hotel back of house areas, i.e staff locker rooms, offices and Ho Mei, the Housekeeping
Co-ordinator should inform Human Resources Department and a notice to be posted on the notice board by
Human Resources Department for staff to claim their lost item from Housekeeping Department.

PROCEDURES Lost & Found Standard Items:

1. All articles left behind by guest in ISL are to be considered as “Lost & Found” (even if a tooth brush, reading
material etc).

2. Finder will bring the item to Housekeeping Department as soon as possible.

3. Finder will fill in a Lost and Found slip describing in full:

􀂗Slip record number (follow last number entered in log e.g. 031/2/91 indicating record number/month/year).

􀂗Date found

􀂗Location found

􀂗Guest’s name – if found in room

􀂗Name of finder

􀂗Description of article

􀂗Location where article(s) is/ are stored

Department: : Restaurant General Guidance SOP 6.3

Responsible: Supervisor, Server Lost and Found Procedures
Last Updated: April, 2021 Page: 3 of 4

4. Housekeeping Coordinator will record in Lost and Found log book the following information:

􀂗Serial no. 􀂗Date found 􀂗Finder’s name

􀂗Description of item

􀂗Location found

􀂗Storage code (shelf no.)

 􀂗Guest’s name (if item is found in room)

5. Item will be handed in to Executive Housekeeper/ Assistant Housekeeper for safe keeping.

6. This L&F log is at all times to be kept with Housekeeping Department.

7. Items will be sent to Lost & Found room for safe keeping by Housekeeping coordinator.

8. Lost and Found room key is to be issued only to Housekeeping Coordinator by Executive Housekeeper/ Assistant
Housekeeper.

Lost & Found Valuable Items

1. For valuables and identifiable i.e. jewellery, camera, cash, watch, traveler cheque, passport, identity cards, driving license,
credit cards etc. Finder has to call and advise the Housekeeping Office immediately to report on such discovery. The
Housekeeping Coordinator will inform the Front Office Assistant Manager immediately, in case the guest calls about the items.

2. Finder will fill in a Lost and Found slip describing in full:

􀂗Slip record number (follow last number entered in log e.g. 031/2/91 indicating record number/month year)

􀂗Date found

􀂗Location found

􀂗Guest’s name – if found in room

􀂗Name of finder

􀂗Description of article

􀂗Location where article(s) is/are stored

3. Housekeeping Coordinator will record in Lost and Found log book the following information:

􀂗Serial no. 􀂗Date found

􀂗Finder’s name

􀂗Description of item

􀂗Location found

􀂗Storage code (shelf no.)

􀂗Guest’s name (if item is found in room)

4. Executive/ Assistant Housekeeper will record item again in a “Valuable Lost and Found” log book which is kept in the
Executive Housekeeper’s office.

Department: : Restaurant General Guidance SOP 6.3

Responsible: Supervisor, Server Lost and Found Procedures
Last Updated: April, 2021 Page: 4 of 4

Claims
1. Any claim of Lost and Found should be directed to Housekeeping Department. The following information should
be checked before item is released.

􀂗Description of article(s)
 􀂗Date and location lost

􀂗Is the claimant the owner, if not, authorization from the owner is needed and the claimant’s
identification i.e. name, company, I.D. card etc

2. After checking all information is correct, Lost and Found item is released to claimant. Claimant is asked to check
if contents are correct, then sign on the receipt (the Lost and Found slip that is attached to the lost item).

3. All signed receipts are to be returned to Housekeeping Department for filing and kept for future reference.

4. If enquiry of Lost and Found is by mail, Executive Housekeeper will answer guest’s query. If item was found,
Executive Housekeeper will write to guest stating items have been located and ask for reimbursement if postage
fee is more than ????. If the reimbursement is not forthcoming, it will not be pursued in order to maintain a good
relationship between guest and the hotel.

5. For unclaimed Lost and Found items, it is the Executive Housekeeper’s responsibility to decide how to dispose
of items after 3 months.

6. For identifiable items i.e. passport, driving license, identity cards etc, that are unclaimed after 24 hours, the items
should be passed to Security Department to hand to Central Police Station for further handling.

7. For credit cards that are unclaimed after 24 hours, the items should be handed to Credit Manager who will
contact the card centre for further action. N.B. Articles found in F&B outlets and Health Club, it is suggested that
each area keeps their own record of Lost and Found and the found article, is to be passed to Housekeeping
Department “Lost and Found” section for safe keeping on the same day. Should the claimant make enquiry directly
to the area concerned instead of Lost and Found Department, the staff should furnish the answer promptly, and
advise the guest to contact Housekeeping for further details.

Restaurant
PICTURES WILL BE UPDATED
 SOP

SOP Title: How to offer and serve tea or coffee?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)
 After ordering dessert, ask guests if they would like to have coffee or  To stress on product
tea. Up-sell on after dinner drinks to go with the coffee / tea at the same knowledge: types of
time coffee / tea available and
 Take the order and repeat it to ensure that it is correct the terms for the different
 Prepare the mice-en-place to go with the beverages according to types. (e.g. chamomile
guest requests tea, mint tea etc. and
- Sugar (white / brown / sweetener) espresso, cappuccino,
etc.)
- Hot or cold milk, cream
 Involve the trainees in
- Accompaniments like cookies / lemon slices role plays about tone of
 Place coffee / tea on a tray, with the saucer and teaspoon pointing 4 voice
o’clock by the side of the cup. If more than 1 cup of coffee / tea is
 Emphasize on need for
ordered, stack the saucers one on top of another
consistency
 Check beverages against the order to ensure that they are correct
 Stress on the needs to
 Walk towards guests' table and serve beverage. To serve, place the cup check orders
on the saucer with the handle at a 4 o'clock position. Position the
 Show trainee the
teaspoon on the saucer, next to the cup, parallel to the handle of the cup
positioning of the
at a 4 o'clock position. Serve ladies first, followed by the gentlemen
teaspoon and cup on the
from the right side of the guest
saucer.
 Say to guest, “Enjoy your coffee / tea” and leave the table discreetly
 Always smile when
 The above is not applicable to breakfast service in any of the outlets serving

SOP Title: How to prepare the tea?

Department: Food & Beverage Division F&B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)
 Check the pot and ensure it is clean inside and outside before usage.  Emphasize on the need to
 Use the pot allocated for tea only. check pots before service
 Add required amount of loose tea leaves as applicable for the pot due to starts.
different sizes. (e.g. Jasmine Tea, Earl Grey Tea, etc)  Explain how tainting
 Add hot water to the leaves could affect taste of milk.
 Wipe the outside of the pot to ensure no overflowing of tea spilled.  Stress on the fact that
 The tea is ready to be served. using more loose tea
 Get ready petit fours trolley to offer guest some accompaniments while leaves will not make the
serving tea. final product better.
 Explain why they should
use a damp cloth rather
than using a dry one.
 Discuss on importance of
having clean equipment
and working environment.

SOP Title: How to present & serve draught & bottled beer?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)
 Collect a clean round beverage tray from the bar, place the glass of
draught beer or bottle of beer on the tray. Place coaster on tray (Linen  Hands are clean & dry.
and Paper are used). Ensure the bottle is clean and chilled. Check the
neck of the bottle is clean and not damaged.  Use a tray mat if
applicable
 Beer matches order.
 Approach the table & present the draught & bottled beer.
 Chilled, clean & correct
Use the phrase ‘Excuse me Sir/Madam, your beer’. Present the beer glassware is used.
using the name of the beer. Serve ladies first. Serve from the right
side where possible.

Place in front of the guest in the 2 o’clock position. Place coaster at the  Smile as you really mean
2 o’clock position. it

Place clean beer glass on coaster or on table.

Slowly pour beer onto the back surface of the glass. Ensure that the beer  A coaster is placed for all
bottle doesn’t touch the glass. Pour to beer to ¾ capacity of glass. non-linen surface.

BEER PRESENTED WİTH FOAM, NOT FLAT.

Place the beer bottle to the right of the beer glass ensuring the  Ensure label of bottle is
label faces the guest. facing the guest.
 Leave the table. Use the phrase ‘Please enjoy your beer’ with a smile as
you really mean it.

SOP Title: How to present and serve bottle of champagne?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)
  Use the required equipments(Champagne glasses, ice bucket,  Use clean, chip less and
napkins) chilled glasses.
 Pick up the correct champagne and vintage that, ordered by the  Make sure the label is in a
guest. good condition.
 Check to temperature and condition of the champagne bottle  Use coasters if there is no
before you present to the table. tablecloth.
 Place the glasses on the table.  Hold the glasses from
 Wipe out the wet bottle and laid down in your right hand and stem.
present the label to the host from the right hand side wherever  Do not disturb the guest.
possible. Inform the guest about their choice.  When the champagne is
 After approval from the guest, put back the bottle in a bucket, being served, respect to
remove the foil, unscrew the wire and remove it, twist the cork the age.
and release it.  Never allow the cork
 Pour into the host’s glass small amount of champagne and let make a loud popping
him/her to test it. noise.
 After approval from the guest, start to serve clockwise, first  Inform the guest about
ladies than rest of the table, host at last. vintage, year, taste and
 Keep the bottle always in the ice bucket. grape variety, when the
champagne was
presented.

SOP Title: How to serve white and red wine by bottle?

Department: Food & Beverage Division- F & B SOP Owner: RESTAURANT

(Designation) MANAGER
Who needs to know Service Associates, Supervisors, Managers.
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)
  Use the required equipments (Matched glasses, ice bucket,  Use clean, chip less
napkins; for the red wine, baskets and BB plate.) glasses.
 Pick up the correct red or white wine and vintage that, ordered  Make sure the label is in a
by the guest. good condition.
 Check to temperature and condition of the wine bottle before  Hold the glasses from
you present to the table. stem.
 Place the glasses on the table.  Do not disturb the guest.
 Wipe out the wet white wine bottle and laid down in your right  When the wine is being
hand and present the label to the host from the right hand side served, respect to the age.
wherever possible. Inform the guest about their choice.  Never allow the cork
 After approval from the guest, put back the bottle in a bucket make a loud popping
or in a basket, Place the wine bottle in your left hand holding noise.
by the neck  Use the BB plate for the
 In your right hand using the knife of your cork screwier cork.
remove the foil of the wine  Inform the guest about
 Open the corkscrew wine maker, vintage, year,
 Place the tip of the corkscrew onto the middle surface of the taste and grape variety,
cork when the wine was
 Apply an even amount of pressure, twisting the corkscrew in a presented.
clockwise direction into the cork
 When the corkscrew is in the cork gently pull the cork out of
the bottle using the lever on the rim of the bottle
 The label of the wine is facing the guest
 Open the wine slowly & carefully ensuring the cork does not
break
 Pour into the host’s glass small amount of wine and let him/her
to test it.
 After approval from the guest, start to serve clockwise, first
ladies than rest of the table, host at last.
 Keep the white wine bottle always in the ice bucket. For the
red wine, keep it in a basket.

SOP Title: How to present ourselves in public area?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)
  We need to smile, stand up straight and place your hands behind you  Use of positive body
when standing language
 Our eyes always looking forward  Have a good body
 We need to be alert all time. posture
 We need to walk at normal walking pace with your arms by your side
and walk slowly & carefully, do not run
 Our uniform is in clean & well pressed & no missing buttons or Name  Keep up with (Your
tag Business) Grooming
 Shoes need to be well polished Standards
 Ladies: Hair is tied back with the correct tie
 Men: Cleanly shaved
 Finger nails must be clean & short
 Try to avoid sneezing in public areas
 We need to talk with a clear and friendly tone, we need to keep it to a
 Use of positive tone
minimal level
of voice all time
 No personal conversations amongst staff
 No shouting at any time in pantry area or back of house
 Avoid speaking (Your) in front of foreign guest
 Eating is not permitted in front of house areas as well as in the pantry
area
 If you feel thirsty, drinking water, is only allowed in the pantry area  Use the staff cafeteria
Eating in any back of the house area is not permitted for eating and
drinking in
designated time
frame.

SOP Title: How to present the menu & wine list?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:
 Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 To make sure all the menus are in a perfect condition no tears  Menus should be checked
or stains. by the hostess prior to the
 Hold the menus at your left hand up front of your chest. service.
 Maintain a positive body posture with a great smile and make  Keep the menus as far as
sure to have right distance within guest comfort. away from your body.
 Hold the menus with your right hand and the first page is open Menu should not be
hand it to the guest from the right side of the guest, where contacted with the body.
possible.  Do not leave the menus
 Present the menus to the ladies first and leave the host to the all around, place them
last. back to the selected area.
 The menus without price will be presented to the ladies.
 Wine lists will be presented to the host of the table.

SOP Title: How to give to recognition /face to a guest ?

Department: Food & Beverage Division- F & SOP Owner:

B (Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Asst .Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other
illustrations)
 When employee welcome each guest by saying ‘’good Unsure to correct time ‘‘when
morning, good afternoon, good evening we say’’
 Recognition/face to guest important, Guests feels  Ensure All Queen Palace
important and warmly welcomed by the hotel, restaurant, employees
bar  Recognition/face to guest
 We need to ensure smile as you really mean it, Maintain speak clearly and friendly
good body posture voice
 Good afternoon/evening
 The employees meet to Guest in front of the Reservation sir/madam
Desk When the guest answer to
you’’ good afternoon’’
We say’’ How a nice to see
you our restaurant/bar again’’
 Mr/Mrs XXX may I prepare
you XXX cocktail/XXX
(drinks)
 Acknowledge to guest ‘‘ dislike and like’’  Check the guests name on their
credit card when singing for the
bill
 We can find out a Guest name, fellow colleagues if they  For an in house guest check
know Guest name the phone display to reveal
the room number as well as
the guest name
 ‘’I hope you enjoy your
morning/afternoon/evening/Mr
XXX’’

 ‘‘Lovely to see you again Mr

XXX enjoy your
/morning/afternoon/evening’’

SOP Title: How to repeat the order to ensure all information is correct?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 When you finished taking any orders from the guest, repeat  To avoid wrong orders or
the order back to the guest. misunderstandings, always
repeat the orders back to
the guest.
 Speak slowly, clearly and politely repeating the orders back to  Orders should be correct.
the guest.

SOP Title: How to serve a coffee?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Select equipment, use correct round service tray, chinaware and  Ensure tray is clean, mat
silverware. is placed, chinaware
sparkling clean, free from
chips & cracks,
 Prepare sugar and milk. Ensure sugar bowl is filled to set standard, silverware polished and
milk jug is ¾ filled with milk. free of any tarnishing

 Collect prepared coffee. Place the cup, saucer, teaspoon, sugar & milk  Ensure the coffee is fresh
on the tray. Position handle of coffee cup at 3 o’clock position and & hot
teaspoon is on the saucer at 4 o’clock position.

 Pick up the tray and approach the table and then serve the coffee.  Use phrase ‘please enjoy
Serve ladies first from the right-hand side. Place on the right side if the your coffee’ with a smile
guest is having dessert. If the guest has only ordered coffee, place the as you really mean it.
coffee cup directly in front of the guest.

 Leave the table

SOP Title: How to present packet of cigarette to guest?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 The cigarettes will be provide and decide by our senior  Put cigarettes on the
managers.TBD? right hand side of the
 What on will be serve (We will be informed in advanced TBD::?) guest & in the 2 o’clock
 Cigarette will be served with our hotel matches or lighter always position
with a service tray.  The name of the
 Remove the plastic film from the packet ,open the top of the packet cigarettes needs to face
& remove the silver foil,place the packet in the centre of a TBD:? to guest.
plate  The logo of the match
 Place the match box on the right hand side of the cigarette packet, box must face upwards
ensuring it is leaning on the packet
 Place the TBD;?plate with cigarettes & matches on the beverage
tray
 We say guest ( Mr. XXX your cigarettes XXXX (name of brand)

SOP Title: How to serve appetizers, main courses, desserts to the guest?

Department: Food & Beverage Division- F & B SOP Owner:

 (Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Collect the meals from the sideboard and use tray. Ensure tray is clean.  We don’t ask the guest
Look at the table and cover numbers on the dockets. which meal they are
Ensure all guests are ready to be served. Ensure the dishes on the docket having.
correspond.

 Approach the table. Smile as you really mean it.  If a guest is absent from
the table, the dishes
should never be left at the
sideboard.
 Serve the dishes from the right-hand side of the guest, where possible.
Confirm the dish with the guest.
 ‘Excuse me Sir/Madam,
your rack of lamb,
medium rare’.

 Offer condiments  Only offer correct

condiment with the meal
Example: ‘would you like
mint sauce with your rack
of lamb?’

 Leave the table. Smile as your really mean it.  Use phrase ‘enjoy your
meal’.

SOP Title: How to serve champagne by the glass?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Collect a round beverage tray from the bar.

Ensure tray is clean, mat is placed, glassware clean and free of damage.

 Place the champagne on the tray, use a champagne glass, take the  Ensure correct
coasters for per drink. Coasters are used for all non linen surfaces champagne and vintage,

 Approach the table and place glassware and serve champagne to the  Smile as you really mean
guest. Stand on the right hand side of the guest. Serve ladies first. it

 Place a drink coaster (non linen surface) in the 2 o’clock position where  Champagne is not flat
the guest is sat at. and chilled (10-12 C)

 Pick up the champagne glass from your tray & place directly on the
coaster. Use the name of the champagne) and ‘You’re Welcome/It’s my  Use phrases ‘Excuse me
pleasure Sir/Madam’ Sir/Madam, your
champagne’

 Leave the table.

 Smile as you really mean
it
Use phrases! ‘Enjoy your
champagne.

SOP Title: How to present pocket of cigarettes to a guest?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Get the correct cigarette that, ordered by the guest.  When you served the
 Remove the plastic cover from the pocket and remove the silver foil cigarette, mention the
of the cigarette. name of the cigarette.
 Place the pocket in the centre of the BB plate.  Smoking rules will be
 Place the matchbox on the right hand side of the cigarette pocket. updated by the Hotel.
 Place the BB plate with the cigarette and matches on the beverage
tray than present to the guest.

SOP Title: How to serve fruit & vegetable juice?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Collect a round beverage tray from bar, place the fruit or vegetable Ensure:
juices on the tray. Place coaster on tray (Linen and Paper are used).  Glassware: Sparkling
Straw is in paper packet. clean, free from chips &
cracks
 Coaster: Clean, dry and
free from holes or tears
 Place the glass on the tray. Use Highball Glass. .  The juice is prepared as
per standard
 The coaster is in good
condition
 Pick up tray and approach to the table. Make sure tray is well  ‘Excuse me Sir/Madam,
balanced. Walk at a steady pace. As you approach the guest, use the your fruit / vegetable
phrase juice. Smile as you
really mean it

 Place the coaster. Put on the right of the guest in the 2 o’clock  A coaster is placed for
position if the guest is dining. If the guest has only ordered fruit juice, all non linen surfaces
place the coaster directly in front of the guest. ’Use the name of the
fruit juice ordered when serving.

 Serve the fruit & vegetable juice

 Non Linen Surface:

 In your right hand, pick up the glass by the base and place on the  To the right of the glass
coaster. ensuring the ‘(Your
Business)’ logo is
 Linen Surface: facing upwards
 In your right hand pick, up the glass by the base and place directly on
the table on the right of the guest in the 2 o’clock position, if the guest
is dining. If the guest has only ordered fruit juice, place the glass  Use name of fruit/
directly in front of the guest. vegetable juice served

 Leave the table. Use the phrase ‘Please enjoy your fruit / vegetable
juice’ with a smile as you really mean it.

SOP Title: How to serve fruit & vegetable juice?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Collect a round beverage tray from bar, place the fruit or vegetable Ensure:
juices on the tray. Place coaster on tray (Linen and Paper are used).  Glassware: Sparkling
Straw is in paper packet. clean, free from chips &
cracks
 Coaster: Clean, dry and
free from holes or tears
 Place the glass on the tray. Use Highball Glass. .  The juice is prepared as
per standard
 The coaster is in good
condition
 Pick up tray and approach to the table. Make sure tray is well  ‘Excuse me Sir/Madam,
balanced. Walk at a steady pace. As you approach the guest, use the your fruit / vegetable
phrase juice. Smile as you
really mean it

 Place the coaster. Put on the right of the guest in the 2 o’clock  A coaster is placed for
position if the guest is dining. If the guest has only ordered fruit juice, all non linen surfaces
place the coaster directly in front of the guest. ’Use the name of the
fruit juice ordered when serving.

 Serve the fruit & vegetable juice

 Non Linen Surface:

 In your right hand, pick up the glass by the base and place on the  To the right of the glass
coaster. ensuring the ‘(Your
Business)’ logo is
 Linen Surface: facing upwards
 In your right hand pick, up the glass by the base and place directly on
the table on the right of the guest in the 2 o’clock position, if the guest
is dining. If the guest has only ordered fruit juice, place the glass  Use name of fruit/
directly in front of the guest. vegetable juice served

 Leave the table. Use the phrase ‘Please enjoy your fruit / vegetable
juice’ with a smile as you really mean it.

SOP Title: How to serve a milkshake & smoothie?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Collect the prepared milkshake from the bar with the tray and approach  Ensure the tray is clean
the table then serve the milkshake or smoothie. Walk at a steady pace. and well balanced
Serve from the right side, with straw placed on the right hand also.

 Use phrase ‘Excuse me Sir/Madam, your milkshake/smoothie”.  Serve ladies and children
first.
.

 Leave the table.  Smile as you really mean

Use phrase ‘Please enjoy your milkshake / smoothie”. it.

SOP Title: How to serve soft drinks?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Use a round beverage service tray, collected from the bar. Place tray  Ensure tray is clean and
mat and coasters. coaster clean, dry and free
from holes or tears.

 Place a highball glass and the soft drink bottle or can on the tray.  Glass is sparkling clean.
Ensure glass contains 4 ice cubes. The soft drink bottle or
can is cold, clean, has
been opened & is not
damaged

 Pick up the tray & approach the table. Walk at a steady pace. Ensure  Use the name of the soft
tray is well balanced. Use phrase ‘Excuse me Sir/Madam, your soft drink ordered when
drink’ serving

 Smile as you really mean

it.

 Place the coaster. On the right of the guest in the 2 o’clock position if  A coaster is placed for all
the guest is dining. If the guest has only ordered soft drink place the non-linen surfaces
coaster directly in front of the guest.

 Serving the soft drink. Serve from the right where possible. In your  Serve children & ladies
right hand pick up the glass by the base and place on the coaster first.

None linen Surface. In your right hand pick up the glass by the base
and place directly on the table. If the guest has only ordered soft drink
place the glass directly in front of the guest.

Pick up the soft drink bottle or can in your right hand. Pour carefully &  Ensure label of bottle or
slowly to prevent any drips. Fill the glass to the ¾ level. Pour the can is facing the guest
remaining amount of soft drink into the glass jug on your tray. Leave
the empty bottle or can on the tray.

 Leave the table. Use the phrase ‘Please enjoy your soft drink’ with a  Use name of soft drink
smile as you really mean it.

SOP Title: How to serve standard spirit?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
 Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 The items we place on tray, Round Beverage Tray,  The correct Spirit is in
If using a silver tray, ensure a tray mat is placed. the glass
 Glassware:  The glass jug contains
Coasters are used for all non-linen surfaces the correct Mixer,4 ice
The items we place on the tray cubes in the glass
 The standard spirit  Ensure the garnish is
Coaster for all non linen surfaces fresh & prepared
Straw if requested according to standard
Small glass jug containing mixer  If serving a mixed drink
 We approach the table check the small glass
Smile as you really mean it jug contains the correct
We need to say to the guest mixer & 1 ice cube
“ Excuse me Sir/Madam, your (Name of Drink)  Glass jug for Mixer
Serve Ladies first and then Gentlemen  The Tray is clean & dry
Serve from the right (when possible)  The silver tray is well
We pick up the glass from the tray polished & the tray mat
Pick up glass by the base. We use a coaster is clean & free from
 When serving standard spirits on all non-linen surfaces stains, holes or tears
 If the guest has only ordered a spirit place the coaster directly in front  Glassware: Clean, well
of the guest polished, not chipped
 Place a drink coaster in the 2.00 o’clock position from where the guest  The correct glass is
is seated if the guest is dining used for standard spirits
We place the coaster
 If the guest has only ordered a spirit place the coaster directly in front
of the guest
 Place a drink coaster in the 2.00 o’clock position from where the guest
is seated if the guest is dining. We place the standard spirit
LİNEN SURFACE  The coaster is clean, dry
 Place the glass to in the 2.00 o’clock position from where the guest is & in good condition
seated if the guest is dining
We serve
 Place the glass on the table as per standard
 Pick up the glass jug containing the mixer from your tray
 Pour the contents carefully in the glass, asking the guest when they are
happy with the amount poured into the glass
 Pour carefully & slowly to prevent any drips
 Return the glass jug to your tray
 If a straw is requested place on the right hand side of the glass
 When the glass is ¾ full
 Place the glass on the table as per standard. We serve in the guest
room

SOP Title: How to serve tea & herbal tea?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to Service Associates, Supervisors, Managers.
know this SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other
illustrations)
 The Equipments we need, a round service tray, if a  China: Sparkling clean, free from chips
silver tray is used ensure a tray mat is placed. & cracks
 Silver: Polished & free of any tarnishing
Linen & Paper: Clean, dry and free
Chinaware from holes or tears
Silverware Ensure sugar bowl is filled to set
Padded handle covers standard
 We need to say to the guest Milk jug is ¾ filled with cold milk
“Excuse me Sir/Madam, your tea” The tea is fresh & hot
(Use the name of the tea ordered when serving The tea is prepared according to set
We need to place the tea cup standard
One the right if the guest is having dessert  Side of teacup & base of saucer is clean
If the guest has only ordered tea place the teacup directly in  Handle of tea cup is positioned at 3
front of the guest O’clock
 We place the other items served with loose-leaf tea  Teaspoon is positioned on the saucer at
Sugar & milk jug to be placed in the centre of the table 4 O’clock
within easy reach of all guests
 Padded handle covers are placed on
 We need to say to the guest both the teapot & the hot water pot
“May I pour your tea for you?”
 The tray is well balanced
We need to say when thanked buy a guest
Walk at a steady pace
“You’re welcome Sir/Madam”
 Smile as you really mean it
 We prepare fresh lemon for tea
 For loose-leaf tea place a tea strainer on
Cut 4 evenly round slices of lemon
the top of the teacup
Place a plastic stick in a lemon wheel for the guest to pick
Pour carefully & slowly to prevent any
up the lemon
drips
We place the lemon on the table
Pour tea to the ¾ level
Place the lemon in front of the guest within easy reach
Place tea pot & hot water pot to the right
 We need to say to the guest
of the teacup, space permitting
“Please enjoy your tea”
The seeds of the lemon have been
 Leave table removed from the lemon prior to
Leave with a smile as you really mean it serving.

SOP Title: How to serve white wine & red wine by the glass?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

Equipment we need  The tray is clean & dry

 Round Beverage Tray  The silver tray is well
 If using a silver tray ensure a tray mat is placed polished & the tray mat
 White wine & red wine glass is clean & free from
 Coasters are used for all non linen surfaces stains, holes or tears
 White /Red Wine bottle  The waiters cloth is
 Waiters cloth clean & dry
Non Linen Surface  Glassware: Clean, well
 Place a drink coaster in the 2.00 o’clock position from where the polished, not chipped
guest is seated.  A white wine glass is
 Pick up the wine glass from your tray & place directly on the coaster used for all white wines
Linen Surfaces  A red wine glass is used
 Pick up the wine glass from the tray holding by the stem & place in for all red wines
the 2 O’clock position from where the guest is seated  Check the Wine
Presenting the wine  Correct wine and
 Present the wine to guest who ordered the wine vintage
The way we present the wine to the guest  Label is in good
 Present from the right hand side of the guest wherever possible condition
 With the wine laid down in your right hand show the label to the guest  There is enough wine in
We need to say to the guest the bottle to pour a glass
 “Excuse me Sir/Madam, your wine”  Remove cork or vacuum
(Use the name of the wine) stopper before
We need to serve first approaching the table
 Ladies first then gentlemen
Pour the white & red wine for the guest
 Stand on the right hand side of the guest
 Place the waiters cloth on your right hand
 Hold the wine bottle on the waiters cloth ensuring you have a firm
hold
 Ensure the label is facing the guest
 Pour at a steady and constant speed
Standard pouring
 6 oz
Leave the Table
 Smile as you really mean it
We need to say to the guest
 “Enjoy your wine Sir/Madam”
(Use the name of the wine)

SOP Title: How to set the pick up area in the kitchen?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

Food Runner Stations  The food service trays:

 A designated area in the kitchen where meals are transferred from the are clean & in good
chef to the waiter condition
 The plate covers&
 In the kitchen areas of all our restaurants under plates: are clean
& well polished
 It is the central area where all meals are carefully checked by the chefs  The waiters cloths are
then collected by the waiting staff to carry directly into the restaurant clean, free from any
for our guests holes or tears
The equipment we need  The food runner station
 Food Service Trays is kept clean & well
 Plate covers, soup bowl lids organised at all times
 Under plates
 Plate covers
 Waiters cloths
We collect the equipment
 The stewarding & pantry areas
Set up the Food Runner Station
 The food runner
 Before each service period
 Place all the items in the correct locations as per restaurant standard
 The food runner station is fully set prior to service
Maintain the Food Runner Station
 To ensure that during service times there is enough equipment at the
food runner station & that it is placed in the correct position
 For a smooth & efficient flow during service times
Close the Food Runner station after service
 Place all the food service trays through the dishwasher to ensure they
are clean for the next service period
 Place any soiled waiters cloths in the linen trolley
 Sort any soiled operating equipment at the dishwashing area

SOP Title: How to write captain order docket?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Write down the order. Circle the ladies’ order. Initial of waiter name.  Write clearly with correct
Place a line between each course, ensuring correct abbreviations are table number, cover /
used for both food & beverage, and any specified cooking instructions. position numbers.

 Ensure your body posture is correct /positive.

Stand up straight, maintain good eye contact and listen carefully.  Smile as you really mean
it

 Repeat the order back to the guest with a clear voice.

 Use a friendly tone.

SOP Title: How to call next course?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Always check the guest how fast they are eating  Always ensure right
 Check the kitchen how fast you can get food(according if is cold or how cutlery ready for next
needs to prepare) course.
 Always make guest comfortable during the procedure, never rush.

SOP Title: A Basic introduction to coffee

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Coffee is the seed of a cherry from a tree which grows around the  Never grind more
world coffee that you will use
 There are three major grooving region Latin America & the Caribbean for immediate brewing
Islands Africa & the Arabian Peninsula and Indonesia  Once the beans are
 There are two different kind of bean which are ground, the coffee will
begin to lose it’s flavour
. Coffee Arabica  Always store coffee
 Represents 70% of the world’s coffee production beans in a cool, dry
 Can reach up to 6 metres when fully grown place ensuring the
 This plant can continue to produce fruits for 50 years container is airtight
 Each tree can produce up to 5kg of coffee per year  Never store coffee
2. Coffee Canephor (Robusta) beans in a refrigerator
 Robusta is a hardier plant which is less expensive to maintain &  Ensure the coffee
produces a higher yield machine is kept clean at
 Can reach up to 10 metres when fully grown all times
 This plant can continue to produce fruits for 20 years
Robusta are used for the less expensive canned & instant coffees
We use İLLY coffee in our hotel made of Arabica
Basic coffee selection as below.

 Americano: a shot or 2 of espresso tat has been poured into a glass

with hot water
 Café Latte: A shot of coffee, with a healthy covering of hot steamed
milk & up to ¼ inch of foamed milk on the top
 Cream: The tan foam that forms when you brew espresso. It is an
indication of the freshness of the coffee bean
 Cappuccino: A shot of coffee to which frothy milk is added, topped
with a pinch of powdered chocolate
 Decaffeinated: The green coffee beans are treated with steam under
pressure to swell, making the coffee easy to extract
 Demitasse: A French term meaning “half cup” & also referred to as a
small cup
 Espresso: Coffee is placed into an espresso machine & hot water is
forced through the coffee at very high pressure - extracting all the
flavour possible
 Espresso macchiato: Espresso with a small amount of hot milk on top
 Espresso ristretto: The strongest espresso. Made with half the amount
of water but the same amount of coffee as a regular espresso
Froth/Foam:
The term given to milk which has been made thick & foam by
aerating it with hot steam

SOP Title: Opening & Closing Duties for a Sideboard

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 The uses of a Sideboard, a workspace in the restaurant, which holds

daily operating equipment to enable the smooth running of the
restaurant during service times, Sideboards are located within each
restaurant.

 Opening procedures:

The service associate assigned for that service period

Once the restaurant is fully set & before the restaurant opens for
service
T HE PANTRY AREA
A CLEAN & DRY FOOD SERVİCE TRAY İS USED TO CARRY THE EQUİPMENT
AT ALL TİMES  The Supervisors need to
O PERATİNG EQUİPMENT AS PER RESTAURANT STANDARD , FOR EXAMPLE : double-check the
Cutlery, Crockery, Glassware sideboards prior to
Salt & Pepper Shakers service to ensure all the
Folded napkins equipment is in place.
Toothpick Holders
Honey
Sugar bowls  All equipment should be
Straws sparkling clean with no
Silver & paper coasters? damage, such as chips or
Padded handle covers? cracks.
Tray mats
The sideboard is clean
All the equipment is clean & well polished
Neatly placed, sorted and stored as per standard
Filled to full capacity

 Closing Procedures:

The service associate assigned for that service period

When the last main course has been served
Once the restaurant has closed
Any soiled items
Any food items, for example: Butter, Parmesan Cheese

The food items are taken to the kitchen  The Supervisors need to
The soiled operating equipment are taking to the dishwashing area double check the
The sideboard is always kept clean, neat & tidy sideboards prior to end of
The sideboard is replenished ready for the next day’s operation the service to ensure all
well clean and organized

SOP Title: How to clean & refill sugar bowls?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
 Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Collect all the sugar bowls from the tables, side-stations and other  Ensure working table is
related areas at the end of each shift clean and dry
 Empty the sugar bowls and group the different types of sugar sachets  Ensure that dirty or un-
accordingly presentable, torn or open
 Place the sugar bowls on a tray and stack them neatly sachets are discarded
 Send empty sugar bowls for washing in the dishwashing area 
 Collect sugar bowls after washing  Ensure they are clean and
 Wipe them with a clean dry cloth not chipped

 Refill sugar bowls with different types of sugar. The labels on the 4 sachets of Equal Sweetener
brown and white sugar sachets must be placed in sequence. 8 sachets of white sugar
6 sachets of brown sugar

SOP Title: How to Clean the Buffet & Replenish?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT
MANAGER
Who needs to know Stewarding, Service Associates, Supervisors, Managers.
this SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Before and during operational hours, all chafing dishes must be kept clean  To create a clean
(away from dirt, stains, leftovers), polished and well maintained & nice first
 Before service starts, floor needs to be mopped and spotless, without any dirt impression for all
and stains guests that enter
the restaurant
 All buffet cutleries need to be polished before operation starts  To ensure buffet
 When buffet opens, make sure all chinaware is supplied sufficiently to every line is always
counter clean which create
 Plate warmers are turned on and plates are kept under the correct temperature a good impression
 Ensure plates are polished before using to guest
 During operational hours, ensure any food or soil on floor should be cleaned
immediately
 During operational hours, constantly clean dishes from stains/dirt/soil

SOP Title: How to How to polish glassware?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know  Service Associates, Supervisors, Managers.
this SOP:
Related Documents: 

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Hold the glass at the surface of steaming hot water and allow vapor to  Steaming hot water to be
cover the glass surface used
 Gently and carefully stuff the cloth into the glass using the 3 middle  Beware of possible
fingers and the thumb outside breakages and proceed
 Hold the glass under the light above eye level and check for any stains, with utmost caution
films, cracks and chips  Glass must be spotless
 Repeat the process if necessary and un-chipped
 If the glass has a smell after the polishing, add lemon into hot water and  One lemon wedge per
repeat the process again bucket
 Chipped glasses must be disposed into breakage bin and recorded in the  Breakages must be
breakage logbook recorded on a daily basis
with reason and signature

SOP Title: How to fold and place a napkin?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
 this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 One pile of napkins to be placed on work top  Stained, torn and

 Open up the pile of napkins faded napkins must
 Ensure the rough side (wrong side with the edges being visible) of be separated
the napkin is facing up before folding  Ensure work top is
 Follow the diverse folding techniques as per diverse SOP manuals clean and dry
 Press firmly to secure fold  The different napkin
 Compare the napkin to that in the standard picture folds are available in
 Place them on a clean tray or the side-station and have them ready the outlet specific
for service. If required for service immediately, place them on the manual
table 1. Stained - return to laundry
for rewashed.
2. Torn - to be returned to
housekeeping for write off.
3. Faded - To be folded and
used for under liner

SOP Title: How to unfold a napkin?

Department: Food & Beverage Division- SOP Owner:

F&B (Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or
other illustrations)
 Stand by the right hand side of the guest  Not too close in order not to interfere with his
 Remove folded napkin from table (plate or glass) privacy
and hold it by the edge between the thumb and the  Napkin must be clean, crisp, folded in the standard
pointing finger with a minimum amount of way and not torn (this had to be ensured prior to
touching folding but must be double-checked)
 Some napkin folds require to open them by
 Straighten the napkin by shaking it gently stretching the napkin in two opposite directions
 Fold napkin into a triangle and say, “Mr./ Ms. …,
may I?”
 When placing the napkin on the guest’ lap, ensure
that the peak of the triangle is facing away from
the guest, pointing towards the table
 If guest is female beware. For male SA it is not
recommended if the female is covered with the
national dress, let the female SA handle the Task
 Beware not to touch the guest and only place it on
his/her lap if guest agrees.

SOP Title: How to answer telephone call?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Answer within 3 rings

 Pick up phone gently  Smile, clear voice tone,
 Use standard greeting: “Good morning / afternoon / evening. Identify pleasant, friendly
outlet and yourself. May I assist you?”  Emphasize that they
 Use guest’s name once caller is identified should not eat, drink, or
 Listen attentively to guest needs speak to someone else
 Provide guest with appropriate assistance / information while on the phone
 Do not interrupt guest  Do not hang up phone
 Write down important notes on a note pad before guest does!

SOP Title: How to place calls on hold?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Always ask permission and wait for the caller to respond before  Do not interrupt guest
putting the call on hold  Guest should not be
 Smile and say “One moment please while I put you on hold” allowed on hold for
 Look for the person or matter of concern more then 30 sec.
 If the person is not available, inform the caller immediately that the
required person not available at the moment

SOP Title: How to transfer a call?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Inform the guest which department you are directing him/her to if  Tone must be clear
only you cannot offer assistance in the matter of concern and friendly
 Ask for guest’s name and seek permission before transferring the  Transfer phone call
call with guest’s
 Thank guest for calling and announce the transfer by saying: permission only
“Please hold on for a short moment while I transfer your call?  Do not hang up
Thank you for calling” phone at this point
 Follow the transferring sequence of the telephone system in place

SOP Title: How to take reservation through telephone?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Answer call with a smile  To inform and teach staff

 Pick up phone- “Good morning / afternoon/ evening, Sir/Madam of the various alternatives
(guest’s name). Queen Hotel. May I assist you?” available in order to meet
 Handle inquiries guests needs
 Take down reservations – ask for important information such as guest  Demonstrate taking
name, date & time of reservation and the number of guests coming. reservation using manuals
Request for his / her contact number - E.g.: “How do I spell your name, and by coaching him/her
Mr. / Ms. …? Smoking or non-smoking table? What day / time is this on the job
reservation for?” “Any special occasions?”  Run through reservation
 Staff must have a reservation sheet and pen to write down details of sheet
reservation ensuring all the requirements mentioned below are filled  To explain that the
(1)Guest Name – Check spelling, (2) Time (3) No. of Persons – Adults & reservation sheet will be
children (4) Contact No. (5) Special Occasion (6) Allergies / Dietary needs guiding us on answering
(7) Table Preference, (8) Remarks (9) Repeat Reservation the phone step by step.
(10) Taken By – SM / SA name  To explain how to
apologize to guest and
 Repeat the entire reservation record it in the TMS and thank guest for suggest alternate outlets
calling by saying: “We are looking forward to welcoming you Mr. / & timings if the desired
Ms…” outlet is fully booked or
 Ensure reservation details are correct not operational
And write down your name as a sign of acknowledgement

SOP Title: How to handle inquiries?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Listen to guest attentively  Explain the needs to

 Write down inquiries clearly check understanding and
 Provide guest with the necessary information positive body language
 If unsure ask for guest’s permission to check – “Please give me a  Show importance of
moment to check, Mr./ Ms…” recognition
 Ask guest suggestively if there were anything else and recommend  Importance of relevant
other outlets too information and never say
“no”
 Emphasize on product
knowledge and
anticipation
 To up-sell offer
alternative to guest

SOP Title: How to handle walk-in guest (without reservation)?

Department: Food & Beverage Division- F & SOP Owner:

B (Designation) RESTAURANT MANAGER
Who needs to Service Associates, Supervisors, Managers.
know this SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Look out for guests coming to the outlet  Guest must be

 Approach guests with a smile (sincere) acknowledged within
 Greet guest, putting both hands on your back and say 20 seconds of
“Good morning / afternoon / evening, Mr. / Ms. …, how walking into outlet
may I help you?”
 Check with the guest “Do you have a reservation Mr. / Ms.
…?”
 If there is no reservation, say “Table for two, three, four
etc.?” (Check at the same time on smoking or non-
smoking area) Then, wait for reply. “Just a moment please,
let me check on the availability for you”

SOP Title: How to meet, greet, lead and seat guests?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 As a guest approaches, greet guest immediately  Always address guest by

 Service staff must greet guest first. Guest must be acknowledged within the name, if known, in a
10 seconds loud and clear voice
 Say "Good afternoon, Mr. /Ms. welcome to...."  Guests with a reservation
 Inquire about guest's needs by saying, "How may I help you? Are you should be led to the table
having Lunch / Dinner with us today?” within 1 minute of arrival
 If guest wants to dine in, ask if he / she has a reservation?  Go through reservation
 If guest has a reservation, check the reservation book and lead guest to sheet to obtain all
the assigned table information. Guest
 If guest do not have a reservation, ask guest for the no. guests expected without a reservation
and his / her preferences for the location of the table. Check for table's should be led to their
availability from the table plan table within 2 minutes of
 Lead guest to the assigned table by requesting the guest to follow you. arrival.
Say "Mr. / Ms…, this way please”  Maintain 3 to 4 paces in
 Take appropriate amount of menus with you and lead the way by front of guest. Do not
walking in a normal pace in front of the guest walk too fast. Glance
 Stop at the table, smile and check with the guest “Is this table suitable back to ensure that the
for you?” guest is following.
 Seat the guest  if members of the
 Pull chair out for guest – ladies first, followed by gentlemen, government and
diplomats are involved,
 host of table is always last
check with the organizer
 Say enjoy your evening, smile and get back to the hostess desk
beforehand

SOP Title: How to present menus & introduce special promotions?

Department: Food & Beverage Division- F & SOP Owner:

B (Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or
other illustrations)
 As an opening duty, ensure that all menus are clean  Never say ‘no’ to guest and offer alternative to
and presentable. (No stains, pen and water marks, guest
etc.)  Be patient and do not push the guest to decide
 Approach guest with smile, eye contact and greet  Present menu from the right hand side of the
guest guest. Always present the menu to the ladies
 Inform guest about the chef specialty/ seasonal/ first. Smile and speak in friendly tone:
specialty of the day. Say “Mr. / Ms…, this is our “Mr. /.Ms…, may I suggest our specials
chef's specialty of the day” tonight? Our Chef has prepared a …”
 Offer to take the drink order if the guests are ready  You must know the recipes and preparation
 Allow guest a minute to decide and invite them to time of the particular dish / drink. Speak
the buffet (breakfast only) clearly and at an appropriate speed
 Check the menu before presenting it to the guests  Do not push guest to order and overwhelm
 Open up the menu to the first page and hand guest their space
the menu. Say "Mr. / Ms…, may I?"  Be flexible and allow guest to choose
 Allow guest a minute to glance through the daily
specials / promotion items. Answers any  Never walk away from the table
appropriate questions on pricing, recipes, etc.
 Let guest know that you will be back to take their
without making your intentions
orders when they are ready. Say, "Mr. / Ms…, I known
will be back in a minute to take your orders. Thank
you!"
 If guests are keenly going through the list on the
menu, politely excuse yourself and allow your
guests a little more time to see the menu
 Anticipate when guests are ready to order and
approach them again proactively
 Excuse yourself from the table

SOP Title: How to pickup and serve bread items?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Pick up bread from the kitchen  Breads need to be warm

 The bread basket must be clean, dry, not tarnished and free from stale and fresh
crumbs  Ensure that bread must be
 Make sure that balance crumbs have been removed served fresh & hot from
 Take a fresh white napkin, fold it into a pocket and place it into the the oven (firm & semi-
breadbasket hard) Standard number of
 Fill bread basket with warm bread selection breadbasket and butter for
 Take breads from Kitchen and arrange them neatly into basket underlay each table 1 breadbasket
with napkin with 1 butter dish, always
 Place butter on a butter dish (butter has to be firm and hard before use a pair of tongs (no
serving) bare hands) to place
 Proceed to guest table with bread basket and butter on a tray butter on butter dish, even
 Serve bread in the kitchen area unless
butter has individual
 Make presence felt, say: “Excuse me, may I…”
wrapping Have
 Place bread and butter on the middle of the table
knowledge of the types of
bread available Bread and
butter to be served as
soon as the guests are
seated and refreshed again
before the main course is
served

SOP Title: How to take drink orders?

Department: Food & Beverage Division- F & SOP Owner:

B (Designation) RESTAURANT
MANAGER
Who needs to Service Associates, Supervisors, Managers.
know this SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts
or other illustrations)
 Approach guest's table and check with guest if  Guest should be approached within 3 minutes of
he / she is ready to order. Say "Sir / Madam, arrival. Speak in a clear and friendly voice and
are you ready to place your orders?" Use name maintain eye contact. If you’re very occupied &
if known could not be able to make it in 3 minutes, alert
 Try to up-sell drinks by saying, "May I supervisor to help or, acknowledge guest’s
suggest our house specialty ...." / "Would you existence by greeting, and say, “Welcome to…, I’ll
like to try our special today? It is ...." be right with you.” Be sure to return shortly
 Always up-sell our special / promotion items.
 Write down drink orders quickly and Take the orders of the ladies first, followed by the
gentlemen. Take the order of the host last.
clearly
 Trainer must educate trainee on the different types
 Repeat the orders to the guest of beverage available
 Thank guest and excuse yourself from the  Demonstrate how to up-sell drinks and the whole
guest order taking process

SOP Title: How to take food orders?

Department: Food & Beverage Division- F & SOP Owner:

B (Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Prepare order pad before approaching guests  Demonstrate the process of

taking orders and stress on the
 Approach guest, greet and ask if guest is ready to place need to know about the non
available items
his/her orders: "Good morning / afternoon / evening, Sir /
 Show how to give suggestions
Madam (name of guest). Are you ready to place your to guest. Explain that this is
orders?” the time where most of the
 If guest is not ready and requested for more time; “No guests decide on 90% of our
problem, Mr./Ms… I’ll be back in 3 minutes again?” revenue.
 If guest is ready; “May I take the order then?”  Make sure you when you talk
 Always give suggestions to the guest. Try to up sell as much as you about the wine you use the
can. description from the wine
 Special dishes manual.
 Beverages.  Explain the need of being
 Side dishes realistic and genuine
 Desserts  Stress on importance of last
impression
 Check if guest has any special requests
 Take down the orders systematically as per seating plan
 Repeat the food orders to the guest
 Let guest know the estimated time in which the orders will be ready
if there are any expected delays
 Thank guest and collect the menus
 Excuse yourself from the table
 Come back to the table and offer one of the wines from the wine list
which will compliment the food the guests have ordered.

SOP Title: How to pick up food orders?

Department: Food & Beverage Division- F & B SOP Owner:
(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Inform the chef in-charge or food expeditor that guest is ready for the  Trainer to demonstrate:
food. Give 10-15 minutes allowance between courses for kitchen to How to approach chef in-
prepare the food. Give specific information on table number, course charge
required next and special guest requests How to read pick-up chart
 Return to kitchen 10 minutes later to check if the food is ready to be How to pick up orders
served  Stress the needs of
 Talk in a clear and polite way and never stand there if the food is not product knowledge, time
ready yet (come back later) management and to
 Check with chef in-charge if it is the correct food for the correct guest follow up with kitchen
& double check with Order Pad and the guests.
 Double check that the food items against the order and ensure that they  Emphasize on wrong food
are correct delivery
Bring food out and serve to guests accordingly  Stress on the need to have
 Inform the guest of any unforeseen delays in getting the food. Give a reference
reason and time it will take for the dish to arrive. If guest requests to  Explain why is it essential
change order as he can no longer wait, change the order immediately to double check
and inform supervisor  Stress on the importance
of politeness and courtesy

SOP Title: How to serve food items?

Department: Food & Beverage Division- F & B SOP Owner:

 (Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Ensure that the appropriate cutlery is set before each course and that the  Trainer to show how the
condiments are set as per the required standard for the dish to be served. cutleries are to be placed
E.g. finger bowl, chilli sauce , etc. on the table. To
 Check to ensure food is prepared as per orders emphasize on ensuring
 Approach the guest with the food using service tray when it is ready that cutlery is clean and
 Ensure that guest is aware that you are approaching with the dish by well-polished before
saying: "Excuse me, Mr./Ms…Your … (name of the dish)" serving to guest
 Ensure that ladies and children are served first according to the  Place the fork, side plate
sequence of service and butter knife on the
 Announce the dish to confirm that it is the correct one that guest left side and dinner / soup
ordered spoon and dinner knife on
 Ensure that the meat is placed at the 6 o’clock in front of the guest the right side
 Place the dish in front of the guest from the right side and place it in the  Do role plays to
center of his dining space between the cutlery and say "Enjoy your emphasize on body
meal" language and attitude
 Trainer to show the
different types of cutlery
 CHECK WİTH GUEST İF THERE İS ANYTHİNG ELSE THAT YOU CAN GET FOR and their purpose
THEM AND SCAN THE TABLE QUİCKLY FOR ANY MİSSİNG İTEMS
 Discreetly leave the table
SOP Title: How to clear soiled dishes?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Approach the table after guest has finished the food  Demonstrate how to clear
 Ask for permission to remove the dish from the table, say “Excuse me and brief employees on
Mr./Ms…, may I clear your plate?” breakages and safety
 Do not try to clear too many dishes at one time Go a second and third  Trainers to anticipate on
time if necessary the needs to replace the
 Remove the soiled dishes from the right hand side of the guest cutlery if the guest is
Ensure that it is done quietly and neatly having the next course
 Practice the “3 S System” - scrape, separate and stack
 Handle dishes with care and professionally
 Use a tray for stacking if quantities are bigger
 Ensure that tray is not overloaded and that it can be still carried safely
and comfortably
 Discreetly leave the table
SOP Title: How to clear tables?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Approach table with tray after guest leaves Trainer to demonstrate

 Hold the tray with left hand and clear with the free hand 1) The 3 S – scrape,
 Stack the soiled dishes neatly on the tray to maximize the space separate, stack
 Clear the napkins first, followed by the glasses then the side plates 2) How to stack soiled
 Go 2 to 3 times if it is not possible to clear everything at once dishes to prevent
 Bring everything to dishwashing area accidents
Scrape all unwanted food into soil bin  Highlight risks of carrying
Separate soiled dishes and stack accordingly. Place glasses and cutleries too heavy plates or which
in specified racks and separate linen into linen trolley are not neat
 Change the table mats  Importance of “3 S” at
 Clean and disinfect the table top this stage and respect
towards colleagues’
conveniences
 Demonstrate how to hold
trays
 Brief trainees on
breakages and safety
 Bear in mind on sequence
and consistency
 Highlight risks of carrying
too heavy plates or which
are not neat
SOP Title: How to crumb the table after meal?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Check to ensure that all soiled plates, cutleries, salt & pepper shakers  Side plate must be dry,
have been cleared from the table after the main course clean and not chipped
 Approach the table by making your presence felt, “Excuse me, may  Use wet-cloth for smooth
I .....?” surfaces
 Always start from the most dirty and messy spot  Maintain smile and eye
 Start on the left side of the guest and use your right hand to begin contact
crumbing the table section by section in front of each individual guests, - Salt and pepper must be
allowing the crumbs to fall onto the side plate cleared after main course
 Hold the side-plate in your left hand at slightly below of the table, - Crumbs should not fall on
 With a simple stroke, motion from right to left, holding the moist cloth to the guest or floor
at a 45 degree angle and the side plate positioned at the edge of the - Ensure table mats will not
table move from their location
 Walk away and thank the guest when crumbing is completed - Use a clean side plate
each time when
crumbling a new table
 Trainer to
demonstrate:
- How to crumb a table after a
meal
- The correct posture to stand
when crumbing a table
- Stress importance of
crumbing a table
SOP Title: How to offer and serve tea or coffee?

Department: Food & Beverage Division- F & SOP Owner:

B (Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 After ordering dessert, ask guests if they would like to have coffee or  To stress on product
tea. Up-sell on after dinner drinks to go with the coffee / tea at the knowledge: types of coffee /
same time tea available and the terms
 Take the order and repeat it to ensure that it is correct for the different types. (e.g.
 Prepare the mice-en-place to go with the beverages chamomile tea, mint tea etc.
according to guest requests and espresso, cappuccino,
etc.)
- Sugar (white / brown / sweetener)  Involve the trainees in role
- Hot or cold milk, cream plays about tone of voice
- Accompaniments like cookies / lemon slices  Emphasize on need for
 Place coffee / tea on a tray, with the saucer and teaspoon pointing 4 consistency
o’clock by the side of the cup. If more than 1 cup of coffee / tea is  Stress on the needs to check
ordered, stack the saucers one on top of another orders
 Check beverages against the order to ensure that they are correct  Show trainee the positioning
 Walk towards guests' table and serve beverage. To serve, place the of the teaspoon and cup on
cup on the saucer with the handle at a 4 o'clock position. Position the the saucer.
teaspoon on the saucer, next to the cup, parallel to the handle of the  Always smile when serving
cup at a 4 o'clock position. Serve ladies first, followed by the
gentlemen from the right side of the guest
 Say to guest, “Enjoy your coffee / tea” and leave the table discreetly

 The above is not applicable to breakfast service in any of the

outlets
SOP Title: How to present the bills?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 To demonstrate how
 PLEASE REFER TO THE CASHİERİNG SEQUENCE OF SERVİCE FOR ALL to interpret hand
signals and body
OUTLETS language of guests
 Signal politely to the guest by nodding your head that you are when asking for the
aware of their request for the bill bill
 Go to the system and print an updated bill (2 ply)  Trainer to explain
 Check to ensure that the right bill is given and the total amount is functioning of
correct machine and what
 Place the bill in a bill folder with a pen (with logo) could be the
 While presenting the bill, do not open the bill folder drawbacks of
 Present it on the left side of the guest reprinting without
control
 Approach guest and present the bill to the host discreetly. Leave
and come back in few moments while guest shall review the bill  Explain to trainee
what could be the
 Pick up the folder with a smile and thank the guest
result of wrong bill or
 Always Smile
incorrect amount
 Present the Customer
Satisfaction card
SOP Title: How to thank guest & bid farewell?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Be alert when guest shows signs that they are ready to leave  Explain difficulties we
the restaurant could face if guest did not
 Check to see if guests have paid their bill (for cash payments pay his bill
only)  Emphasize on courteous
 Pull the chair back for guests when they are ready to stand up approach and smile
 Say, “Thank you, it was a pleasure to have you with us and we  Bring forward the
hope to see you again soon” outcome of verification
 Take a quick glance to check if guests have left anything  Emphasize on courteous
behind approach and smile
 Walk a few steps with guests towards the door and say,
“Thank you, good bye” Or “Have a pleasant evening”
SOP Title: How to handle cash payment?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Payment in local currency (YTL) only. All other currencies must be  Stress on trust and
exchanged at the Reception. Service Supervisor may go to reception sincerity towards guest
with the foreign currency and present the guest the folio for signature  Emphasize on need to be
along with the change responsible and show
 Leaving a cash check/bill open however remains the responsibility of respect to the guest.
the SA involved. If the guest leaves the outlet without settling the  Show helpfulness (One
check/bill, the SA has 4 days to locate the guest before half is settled team one way) and inform
from the Service Associates City Ledger and the other half is from the colleague if you see guest
tip pool leaving
 In order to avoid challenges with this system it is therefore imperative  Count money in front of
that all SA pay close attention to ‘possible walk-out’ guests by guest and hand over to
checking the table for remaining items such as keys, wallet, etc. when guest with folio
the guest stands up in order to leave the outlet. This is especially mentioning the exchange
applicable when guests intend to use the restrooms etc. rate. Always ensure that
 In order not to embarrass the guest, the following phrase could be used the currency is being
to address the customer: ‘Mr. /Ms…, may I place your dish into the carried in a bill folder.
warmer/fridge until you return in order for the food not to get
cold/warm?’
 When guests order food & beverages, the SA must key-in orders into
POS immediately. The bill which is opened must be accurate
according to the appropriate table, seat number and name of SA. This
information will be sent to the concerned department (e.g. bar, kitchen,
etc.)
 The check remains open (stored) in the system until the guest requests
for the check
 Should the guest order any additional items, it must be keyed-in again
in the same manner as described above. This is applicable for the same
check number only
SOP Title: How to handle credit card payment?

Department: Food & Beverage Division- F SOP Owner:

&B (Designation) RESTAURANT MANAGER
Who needs to know this Service Associates, Supervisors, Managers.
SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Leaving a check/bill open remains the responsibility of the Service

Associate involved. If the guest leaves the outlet without settling
the check/bill, the Service Associate has 4 days to locate the guest
before half is settled from the Service Associates City Ledger and
the other half is from the tip pool
 Leaving a cash check/bill open however remains the responsibility
of the SA involved. If the guest leaves the outlet without settling the
check/bill, the SA has 4 days to locate the guest before half is settled
from the Service Associates City Ledger and the other half is from
the tip pool
 In order to avoid challenges with this system it is therefore
imperative that all SA pay close attention to ‘possible walk-out’
guests by checking the table for remaining items such as keys,
wallet, etc. when the guest stands up in order to leave the outlet.
This is especially applicable when guests intend to use the restrooms
etc.
 Should all the above be avoided, the form of credit card payment
eases the process. If the guest agrees to present the credit card to
‘run a tab’, the same can be kept as a guarantee beside the POS
station. In this case the SA will then inform the guests that it will be
kept until the end of each visit. The guests can be told that this will
reduce the time to process the check. Please ensure that the credit
card is kept secured in the cash register drawer with a paper
wrapped around it (secured by a plastic wrap) that states the table
number of the guest.
 When guests order food & beverages, the SA must key-in orders
into POS immediately. The bill which is opened must be accurate
according to the appropriate table, seat number and name of SA.
This information will be sent to the concerned department (e.g. bar,
kitchen, etc.)
 Should the guest order anything additional, these items must be
keyed in again in the same manner as described above. This is
applicable for the same check number only
 When guest requests the check, one information/signage-print
ONLY is permitted. SA is allowed to print one more copy if
required and any additional print-outs require the authorization of
the SM. This print-out is to be presented to the guest.

 When the guest is ready to leave/pay, the card is found by

comparing the table number with the paper, wrapped around the
credit card, in the cash drawer. The above-mentioned information
print-out can now be presented. If the guest agrees, the check is
 closed with the credit card & authorization is obtained through the
appropriate credit card machine. The sales slip, credit card and one
of the 2 final closed print-outs are brought to the guests to be signed.
Please remember to verify the signature match
 The guest must agree that the credit card is his/her when the server
brings it over
 The SA will take one copy of the sales slip and the guest will
receive his/her copy along with the card and the closed check
receipt
 If the guest mistakenly leaves behind the credit card, the
information will be written in the logbook
 The credit card, sales slip and the check/bill will be brought to the
Duty Manager and are to be kept until the guest comes to pick up
the card
SOP Title: How to handle in-house guest payment?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs Service Associates, Supervisors, Managers.
to know this
SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Leaving a check/bill open remains the responsibility of  Emphasize on the

the Service Associate involved. If the guest leaves the needs to be
outlet without settling the check/bill, the SA has 4 days to responsible and show
locate the guest before half is settled from the Service respect to the guest
Associates City Ledger and the other half is from the tip  Show helpfulness and
pool inform colleague if
 In order to avoid challenges with this system it is you see guest leaving
therefore imperative that all SA pay close attention to  Demonstrate through
‘possible walk-out’ guests by checking the table for role plays on
remaining items such as keys, wallet, etc. when the guest situations that often
stands up in order to leave the outlet. occur in restaurants
 This is especially applicable when guests intend to use the  Explain how
restrooms etc. recognition plays an
 Our in-house guests will identify themselves with a room- important role during
card or we will know them by name, the process of the service
above-mentioned is simplified  Stress on essential
 DAY-TIME SEQUENCE: steps to follow for in-
 If this sort of payment is applicable, the SA brings the house guest payment
information bill to the guest for approval. The guest must In this case, the guest charges all
give his/her name, signature and room number at the his/her expenses to his/her room
bottom of the information print-out. The same is attached because he/she is a hotel guest
to one of the 2 copies of the final closed bill from In 
frasis. The guest also receives his copy of the closed  Explain clearly the
bill/statement as there is no copy kept at the Reception for relation between the
control purpose when the guest is checking out POS and Fidelio
 When closing the bill, the room number of the guest will  A new check with new
be entered into the POS system. The POS, interfaced signature and printed
with Fidelio will bring up the name of the guest that is name is required for
tally with the name written on the check. Only under this additional items
one condition, the check may be closed to the guest’s  Emphasize on the
room ledger needs to show respect
 No additional items can be added to a check once it is to guest and
closed colleagues
 An in-house guest who has not had his room assigned yet  Advise SA on risk
must be approved by the Duty Manager. The guest will involved in writing on
leave his/her signature, name and room number that has guest’s behalf
been blocked  Stress on essential
 Although it is a part of (Your Business)’s philosophy to steps to follow for in
assist guests with every matter in order to make their stay house guest payment
as comfortable as possible, the SA are not permitted to when system is off-
write the name or the room number of the guest on the bill line
 as it is part of the verification process for payment

 Emphasize on the
needs to show respect
to guest and
colleagues
 In this case, the guest
charges all his/her
expenses to his/her
room because he/she
 NIGHT-TIME SEQUENCE: is a hotel guest
 If this sort of payment is applicable, the SA brings the
information bill to the guest for approval. The guest must  Offer assistance to guest
put his/her name, signature, and room number at the and ensure follow up.
bottom of the information print-out
 Since the system will be ‘off-line’, no guest checks can be OFFLINE ROOM CHARGE:
closed in the POS system  1st copy of open check to GSM
 In this case, when closing the bill, the signed information  2nd copy of Open check with 2nd
print-out must be taken by Duty Manager as he will post it copy of closed check attached
manually into the system. A manual ‘closed check’ will with Cashiers report at Shift end
be passed to the SA which must be attached to the Cashier  1st copy of closed check attach to
Summary. Only if the signature of the guest matches with offline summary report
the signature on the registration card, the check may be
closed to the guest’s room ledger  Advise SA on risk
 No additional items can be added to a check once it is involved in writing on
closed off guest’s behalf
 An in-house guest who has not had his room assigned yet
must be approved by the Duty Manager. The guest will
leave his/her signature, name and the room number that
has been blocked
 Although it is a part of (Your Business)’s philosophy to
assist guests with every matter in order to make their stay
as comfortable as possible, the SA are not permitted to
write the name or the room number of the guest on the bill
as it is part of the verification process for payment
SOP Title: How to handle city ledger payment (personal & company account)?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs Service Associates, Supervisors, Managers.
to know this
SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other
illustrations)
 Leaving a check/bill open remains the responsibility of  Emphasize on the needs to
the Service Associate involved. If the guest leaves the be responsible and show
outlet without settling the check/bill, the SA has 4 days respect to the guest
to locate the guest before half is settled from the  Show helpfulness and
Service Associates City Ledger and the other half is inform colleague if you
from the tip pool see guest leaving
 Since the signing privileges for city ledger accounts and  Stress on importance of
officers checks are only extended to specific managers, recognition so as to enable
owners and very regular customers of the hotel, the SA to identify guests
above-mentioned is however very unlikely to occur and entitled for city ledger
can be easily rectified  (E.g., Discounts should be
SEQUENCE: given to people who are
 When the guest is an internal customer (manager, entitled for it before
owner or very regular customer), the charges applicable proceeding with city
will be closed off to a ‘house-charge account’ ledger posting)
 At this point, when the SA brings the information print-  Stress on need to be
out to the ‘manager’, write down his/her name and add precise
the signature  Emphasize on fact that SA
 The check will be closed in the POS system is not allowed to write
City Ledger : down name of guest
 Guest = 1st copy of closed check  Name and signature
 Cashier = 2nd Copy of closed check with 1st & 2nd copies of open should be clear
check attached to cashiers report at shift end  Make sure the charges are
correct and accurate
before closing up
 Check whether
information is correct
before closing to POS
 Name and signature
should be clear
SOP Title: How to change flowers?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Fill out a flower requisition form 24 hours in advance  Demonstrate the process
 Forward the flower requisition forms to the Executive step by step on how to
Housekeeper change flowers
 Florist will issue the new and fresh flowers to the  Point out responsibility
requisitioning outlet the following day involved in a signature
 SA to sign the requisition if order is as requested  Emphasize on money
 Place flowers in the fridge to keep them fresh invested daily and why
 Discard old flowers they should be kept
 Empty water from vase into the wash sink carefully
 Send vases for washing through dishwasher  Do not misplace or misuse
 Collect vases from dishwashing area after they are washed the flowers
 Allow vases to cool and wipe them with a dry cloth from the  Make sure water is not
outside spilt on the floor
 Have vases ready for use on the side-station (slippery)
 Filled vases with tap water till ¾ full  Explain how cleanliness
 Insert flowers into vase reflect image and quality
of service
 Fill one vase at a time as needed to ensure long life for flowers
 Remind the SA that stem
 After the vase is filled with water and flower, proceed to the
needs to be trimmed to
tray / trolley / table
allow a better flow of
oxygen
 Trainer to explain the cost
factor of flowers being
wasted
SOP Title: How to count and exchange linens?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 All linen is to be picked up from the Laundry/Housekeeping for the  Explain what could be the
exchange on the basis of established par-stocks consequences of not
 It is the responsibility of the Service Manager to ensure all items are sending linen to
free from food particles and food stains, wine stains etc. which are to be housekeeping on every
brought to the attention of the Laundry SA shift and misuse of linen
 Gather all soiled linen on the area where the manager has designated  Ensure that linen
(linen trolley) exchange time-table is
 Shake all food particles and bundle the napkins into tens to facilitate the followed
counting  Emphasize on the need to
 Service cloths, wiping cloths and tray linen should be separated and be specific and precise in
placed in separate bags order to facilitate work
 Place all soiled linen into trolley and hand it over to housekeeping flow
 Record the number of linen being returned to housekeeping  Discuss about unusual
Linen which are damaged should be recorded and handed over to places where linen could
housekeeping be found
 Stress on the need to
respect working
environment
 Explain how overloaded
trolley could be difficult
to manipulate, causes
injury and damage the
trolley
 Ensure that anyone could
follow up through clear
and accurate information
SOP Title: How to prepare and refill salt & pepper shakers?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Collect all the salt/pepper shakers on a tray from the back  Emphasize on the need to
station, store and the tables use a tray
 Separate and differentiate the salt & pepper shakers (salt has  Explain how to separate
one hole and pepper has 3 holes) so as to make it easier for salt and pepper shakers
refilling  Situation where shakers
 Remove the bottom part and empty the salt & pepper into are still in good condition
separate plastic container but caps cannot be found
 Send all shakers to the dishwashing area without the plastic  If same funnel is used for
caps at one time and check whether they are dry before both make sure it is
refilling washed and dried
 Use a funnel to fill the salt & pepper into the respective  Discuss about experience
shakers, filling them ¾ full (¼ of the quantity of the salt where guest was
should be rice grains) desperate to get the salt
 Ensure that shakers are functioning by shaking a bit on a side and had to ask for a new
plate shaker
 Wipe off spillage (if any) and make sure it is clean  Stress on importance of
 Place salt & pepper shakers on all tables and leave the rest as having a clean working
back up in the side station or store environment
  Importance to check that
shakers are free from
humidity
SOP Title: How to clean and dust a chair?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Obtain the duster or brush from the side station  Explain to trainees that if
 Pull the chair out (or table to get to the sofa seating if applicable) the table should be too
 Dust the chair from the top then to the seat and the side heavy for one person, a
 Use a moist cloth to clean stains on chairs second SA should be
 Push chair (table) back to respective area called for assistance
 Beware not to make any noise when lifting chairs and tables  Emphasize the importance
 Do not slide them on the floor as these may result in scratches of having a clean chair for
guest to use
 Show staff the correct
seating alignment
 Emphasize that dusting
must be done before
operation hours and not in
the presence of guests
 Ensure that movements
are not too fast as this
would spread the dust in
uncontrollable directions
SOP Title: How to wash and sanitize a table?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Prepare in the back of the house, 2 pails of warm water (1 with  Emphasize the
cleaner liquid), sponge and 2 pieces of clean & dry towels importance of taking care
 Add a dash of air-freshener into the pail of water without the of our equipment
cleaner liquid  Stress on dosage, cost
 Put aside one piece of dry clean cloth control & wringing
 Bring out the pails of water from the back of the house area to  Sponge must be clean &
the side station and prepare to wash the tables moist (not too wet)
 Remove the table setting of the desired table that should be  Ensure dry cloth is clean
washed (this includes the floral arrangements & salt/pepper and changed once wet
shakers)
 Rest the tray with the settings temporary on the jack stack
while cleaning the table but ensure that items are secured to
avoid breakages
 Use a sponge with surface cleaning liquid to wash table
 Use 1 towel, rinsed in water with air-freshener, to wipe off the
surface cleaning liquid on and around the table
 Use dry cloth to wipe-dry the table
 Transfer the table setting and centerpieces back to the clean
table and ensure that the centerpieces as well as floral
arrangements are wiped clean and in the correct location
 Repeat the same steps on the next table
SOP Title: How to exchange an ashtray?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Check the tables from time to time while carrying a service  Ashtrays must be replaced
tray with ashtrays after 1-2 butts of cigarette
 Approach the table on the side where it is least obtrusive to the depending on outlet
guests and quietly cap the dirty ashtray and replace it with a  Ashtray must be clean,
new one dry and not chipped
 Gently put back the new ashtray right on the same spot where  Do not change the
you took the dirty ashtray location of the ashtray.
 Do not change the ashtray if there’s a cigarette on the ashtray.  The guest decides where
 Do not ask the guest to take his cigarette away nor touch his to put his ashtray for his
cigarette. own convenience
 Emphasize on need to be
observant but discreet
SOP Title: How to serve cigar?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Show the cigar menu to the guest (if available) or invite guest to see the  Cigars should be stored
humidor box below 24° (ideally 20° -
 Present the cigars to the guest by explaining to the guest of the cigar 21°) and 70% humidity.
available  For long-term storage,
 After the guest had selected the preferred cigar, the next step is to keep the cigars in original
“service it”. Check for correct condition first cedar boxes, as its flavors
 Cigar cutter, cigar ashtray and a side plate is needed in servicing the will be mixed with the
cigar other cigars being stored
 Approach the guest and offer the service with “May I cut the cigar for in the humidor. The
you Mr. / Ms…?” cigars kept in perfect
 Ask the guest how he/she likes the cigar to be cut. Small, medium or condition will age up to
pierce. 10 years or older
Take the cigar with the cutter show him the area that you are about to cut  Even though the cigar
and after he agrees, continue the cut. Only touch the cigar on the label menu is very convenient
and below, not beyond it as the guest will put it later into his mouth. operationally it does not
 really have an impact on
up-selling as physical
appreciation by the guest
 Some guest prefer to cut
and light their own cigars,
so let them do it
themselves if desired
 Trainers please show
example of cuts to the
service staff by using the
training cigars as showing
them the actual way
through visual and
physical actions for better
understanding
SOP Title: How to set up appropriate food condiments?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Obtain order slip / order pad  Trainer to show how a

 Check for table number and ensure with table plan that the table – plan is read
correct table is being set  Emphasize on attitude and
respect of our equipment
SIDE STATION PREPARATION
 Stress on the need to be
 Obtain a tray, proceed to do the side work preparation
precise
according to the order sheet
 Stress on the importance
PREPARE CONDIMENTS
of politeness and courtesy
E.g. Fried noodles:
 Ensure consistency
 Sliced green chili with Soya sauce in a sauce dish
E.g.: Hamburger:
 Tomato ketchup and chili sauce in sauce dish on an Espresso
saucer with a Demitasse spoon
 Proceed to table and set condiments according to order slip and
seating plan
 Make presence felt when doing service, say, "Excuse me, may
I?"
 Always ask the guest if they wish to have anything else other
than the condiments set on the table..
 Thank guest and walk away from table
SOP Title: How to use a tray?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Use the appropriate size of service tray for picking up and serving food  Give examples on
& beverages incidents which could
 Distribute the weight well and keep the heavy ones in the middle of the occur if using wet or
tray inappropriate tray size
 Announce your presence to a colleague when you are carrying a tray  Organize tray competition
and his back is against you. (Example: Excuse me, behind you, please.) and allow the SA to get
 Trays are also to be used to transport cutleries and glasses from one more practice
station to another  Emphasize on risks of
having accident if
presence is not notified
 Explain how useful trays
are as a means of
transport and make
service quicker
SOP Title: How to do All-Day setup (Lunch & Dinner)?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Check table for cleanliness, alignment, scratches, burn marks, chewing  Clean cloth must be
gum, etc. used for wiping table
 Check table top setting in accordance to the standard in place. and ensure that table
 Water tumbler (1 per person) is clean as per the
 Napkin (1 per person) implemented standard
 Dinner knife (1 per person)  All cutleries must be
 Dinner fork (1 per person) dry and free from
 Flower pot stains
 Ashtray (in smoking area)  Napkins & table
 Salt & pepper mills runners must be free
 Check chairs or bench for cleanliness. from stains and no
holes
 Chairs, tables and benches must be properly positioned.
 Check on chinaware
 Collect operating equipment from side-station and assemble on a clean
and ensure that it is
round service tray.
not chipped and clean
 Check OPEQ set-up according to standard in place.
 Tray must be dry and
 Collect table mats from side station.
clean
 Place table mats on clean table.
SOP Title: How to brew hot beverages?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Ensure milk pot is clean before usage.  Explain how tainting

 Use flask allocated for milk drinks only. could affect taste of milk
 Add required amount of the drinks’ powder – Chocolate/  Stress on the fact that
Horlicks/ etc (3 teaspoon for 1 pot). using more powder will
 Add a little hot water into powder and stir. not necessarily make the
 Add fresh milk till the rim of flask final product better
 Heat beverage using the steamer until beverage is steaming  Explain how to check
hot. quality of milk
 Wipe the outside of milk pot to ensure no overflowing of milk  Avoid badly burnt injuries
during the steaming.  Explain why they should
 Wipe steamer clean after steaming use a damp cloth rather
than using a dry one
 Discuss on importance of
having a safe and clean
equipment and working
environment
SOP Title: How to prepare iced beverages?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Get the designated glass for the iced beverage you want to  Emphasize on the needs to
prepare. have proper product
 Put 3 or 4 ice cubes inside the glass. knowledge and pay
 Pour the drink ordered into the glass over the ice cubes. attention to details
 Stir the drink well using the “Long stirrer bar spoon” so that  Explain how too much ice
the drink is chilled. cubes may affect taste of
 Garnish the glass accordingly as per the standard. the beverage and guest
 Serve with straw & stirrer depending on type of drinks. would return the drink
 Place the glass on the coaster to the right hand side as per the  Point out what could be
SOP. the consequences if you
cannot provide a guest
with his favourite cocktail
and you are constantly
changing the look
 Explain and discuss how
to keep the straws.
Examples: - Soft drink:
Straw
SOP Title: How to setup the table?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Check the table for cleanliness.  Explain why they should

 Check chairs for cleanliness. Chairs must be properly positioned. start cleaning from top
 Collect operating equipment and assemble on a clean round/oval  Use clean cloth to handle
service tray. clean equipment and
 Hold tray of operating equipment on left hand. ensure it is handled with
 Double check whole mice-en–place to make sure nothing has been care.
missed out  Remind SA of the cost
involved in all equipment
used
 Ensure set up is done
according to set standard
 Tray must be dry & clean.
 All cutleries and glasses
must be dry and free from
stains. Placemats and
napkins must be free from
holes and clean
SOP Title: How to setup a bar?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Collect the keys from the security to open the bar shelves and  Emphasize on the needs
set up bar display. to anticipate and proper
 Check whether all bar fridges are functioning properly and handling of equipment
take necessary measures if not functioning.  Be proactive and
 Display liquors with labels facing out. organized
 Check availability of bar equipment such as: Strainer, stirrer,  Explain how important
shaker, coasters, etc. are the garnishes, how
 Arrange and store all the beer glasses carefully inside the they enhance our drinks
fridge. and how it influences the
 Prepare and align the other bar glasses in a safe corner as per guest first impression
standard.  Discuss about cost
 Pick-up the fresh fruit juices from the kitchen as per the set garnishes and ways to
order plan and save
 Check the condition of garnishes for freshness and condition  Stress on the importance
and store it at the right temperature as per Hygiene system of having a neat and clean
 Prepare all beverages’ garnishes bar shelf
 Check the bar list in case there is any unavailable item  Explain why labels should
be facing out
 Role play to help them
understand what would
happen if they are not
organized
SOP Title: How to pour beer from tray?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 You should have one beer glass and one opened beer/can left  Demonstrate and get them
on your tray. Place the beer glass on a 9:00 o’clock position on to practice for better
your tray. Shift your left hand over to the left beneath the tray. balance
 With the glass and tray tilted bring the can/bottle with your  Explain how important it
hand to the glass and slowly begin pouring to minimize foam. is to pay attention to
 Slowly pour the beer down the opposite wall of the glass details
watching the glass at all time.  Stress on importance of
 When the glass is ¾ full straighten the tray and glass to a assisting the guest
vertical position, and then fill the rest of the glass.  Glass must be clean, free
 When the glass is full, place the glass down with your right from finger prints,
hand on the guest right side, if there is any beer left in the lipsticks or chips
can/bottle place it on the right side of the glass.  Do not allow the bottle to
 Once bottle is empty, seek guest’s permission, remove touch or mash to the glass
immediately and suggest guest to have another beer or rim
alternative depending on guest’s wants  Control the foam
SOP Title: How to brew tea?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs Service Associates, Supervisors, Managers.
to know this
SOP:
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Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other
illustrations)
 Check the pot and ensure it is clean inside and outside before  Emphasize on the need
usage. to check pots before
 Use the pot allocated for tea only. service starts
 Add required amount of loose tea leaves as applicable for the  Explain how tainting
pot due to different sizes. (e.g. Jasmine Tea, Earl Grey Tea, could affect taste of milk
etc)  Stress on the fact that
 Add hot water to the leaves using more loose tea
 Wipe the outside of the pot to ensure no overflowing leaves will not make the
of tea spilled final product better
 The tea is ready to be served.  Explain why they should
 Get ready petit fours trolley to offer guest some use a damp cloth rather
accompaniments while serving tea than using a dry one
 Discuss on importance
of having a clean
equipment and working
environment
SOP Title: Candle Maintenance

Department: Food & Beverage Division- F & B SOP Owner: CEVDET YILMAZ
(Designation) RESTAURANT MANAGER

Who needs to know Service Associates, Supervisors, Managers.

this SOP:
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Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Before light the candles

 We need oil TBD, Candle holders TBD, Round beverage service tray check they are new & in
We prepare the candles during the mise en place time good condition.
We prepare the candles pour a small amount of water into the bottom
of the candleholder place the candle in the candleholder with  If candleholders are well
the wick facing upwards (TBD). polished & free from any
 We light the candles moments before we open the doors for the start chips or cracks.
of evening service
 We replace the candles: Approach the table, excusing yourself to the
guests.  The wick does not get
Pick up the candleholder from the table & place on your tray. covered with water.
Place the new candleholder in the centre of the table.
Leave the table.  Before close the
 We clean the candle holders: At the end of the dinner service period restaurant check candles
Tip the candle holder upside down removing the water have been blown out.
Carefully remove any set wax with a knife
Using damp condemned cloth wipe over the candleholder.  All candle material must
keep cool and dry place
SOP Title: How and when to carry glasses without try?

Department: Food & Beverage Division- F & B SOP Owner: RESTAURANT MANAGER
(Designation)
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Keep in mind during service we always carry glasses with a tray.  Our hands are clean &
 When we are setting the restaurant or bar out of the operating dry.
hours. You can carry glasses by hand as below.

 W İNE GLASSES :
Turn the wine glasses upside down & place in your right or left  Ensure the glassware is
hand sparkling clean & free
Place the stems of the glasses between your fingers from any chips or
 O THER GLASSWARE : cracks.
When carry by the base with one glass in each hand
Do not carry more than 4 glasses same time.
Handle very carefully
Always double check that there aren’t any guests in the
restaurant or bar.
SOP Title: How and when to carry glasses without try?

Department: Food & Beverage Division- F & B SOP Owner: RESTAURANT MANAGER
(Designation)
Who needs Service Associates, Supervisors, Managers.
to know this
SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Keep in mind during service we always carry glasses with a tray.  Our hands are clean & dry.
 When we are setting the restaurant or bar out of the
operating hours. You can carry glasses by hand as
below.
 Ensure the glassware is
 W İNE GLASSES : sparkling clean & free from
Turn the wine glasses upside down & place in your right or any chips or cracks.
left hand
Place the stems of the glasses between your fingers
 O THER GLASSWARE :
When carry by the base with one glass in each hand
Do not carry more than 4 glasses same time.
Handle very carefully
Always double check that there aren’t any guests in the
restaurant or bar.
SOP Title: How to check guest satisfaction ?

Department: Food & Beverage Division- F & SOP Owner: RESTAURANT MANAGER
B (Designation)
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 It is very important checking the guest if they having enjoyable

experience
Our duty to ensure guest satisfied with meal or drink.
We ask within 5 minutes they start to have meal or drink
 When approach the table. Ensure good body posture, Maintain good  Always smile as you mean it.
eye contact.
 Always use standard phrases we use. Excuse me Mrs XXX, are
you enjoying your XXXX?”
We can some time recognise un satisfied guest as below
 If guest is looking around the restaurant/bar for attention,
 If guest is not eating their meal or drunk their drink.
 If guest has pushed their plate aside
 When the guest talks, listen
carefully, maintain good
 What we say when guest has been dissatisfied
eye contact, nod for
 Apologise to the guest & thank them for their comment
understanding.
 Inform your Manager as soon as possible
W HEN YOU RECEİVE POSİTİVE COMMENTS FROM YOUR GUEST
 Thank the guest for their
comments.
 “Thank you very much for your compliments Mrs XXX, I will
pass them onto the chef”
SOP Title: How to handle cloaking duties?

Department: Food & Beverage Division- F & B SOP Owner: RESTAURANT

(Designation) MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
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Procedure Remarks

 A Cloakroom is an area where the guest’s belongings can be stored  Umbrella, Jacket, Bag
safely and securely away from the restaurant and bar.

 Cloak room equipments are:

Number Tags
Coat Hangers

 Storage (location)
Tags- in the Reception Desk
Hangers- in the Cloaking Area

 Receiving the Item from the Guest

“Good morning/afternoon/evening Sir/Madam, May I look after  Smile as you really
mean it
your belongings for you?” Are there any valuables that you would like
 We ensure handle the
to keep with you?” When there is 1 Staff at the hostess desk, Cloak the items carefully & with
respect.
item after the guest has been seated.

W HEN THERE ARE 2 S TAFF AT THE HOSTESS DESK , 1 S TAFF CAN

CLOAK THE İTEM WHİLE THE OTHER S TAFF İS SEATİNG THE
GUEST .

 R ESTAURANTS & B ARS  Cloaking more than 1

Count the items to be cloaked Verify quantity of items with guest, Place one number tag item for a guest
with the item and keep matching number tag, Record the tag number and number of items Verify quantity of
next to the guests reservation and circle. items with guest
Issue 2 or more
 Delivering the Tag to the Guest number tags, place
Approach the guest from right hand side when appropriate, excuse each tag with each
yourself to the guest and place number tag on the table item & keep matching
We say, Excuse me Sir/Madam, here is your tag for your cloaked item” number tags
Record all the tag
 Retrieving the cloaked item numbers and number
When the guest is leaving the restaurant of items next to the
Upon guest request guests reservation
We need to Collect the tag from the guest before retrieving the item and circle.
We say “Excuse me Sir/Madam, may I please collect your number
tag?”
 What happens when the guest has misplaced the tag?
Check the guest’s reservation to see the recorded tag number
Collect the cloaked items for the guest
If no reservation, ask the guest to provide a description of the item  We must ensure
That the number tag
given to the guest
matches the number
tag with the cloaked
items.
 Handing the Item to the Guest  Place 2 or more number
Handle the items carefully tags with the items
With multiple items, check to ensure the number cloaked at the Place the same
beginning is the same as returned to the guest numbered tags in an
We say “Sir, Madam, your (use name of item)” envelope & hand
We must ensure That the guest receives all items directly to the guest

 Smile as you really

mean it

 Bid the Guest Farewell

“Thank you, enjoy your day / evening”
“It’s my pleasure Sir/Madam”
“You’re welcome Sir/Madam”

 A bag & a jacket & a

wet umbrella

 Checking the cloakroom  Each Restaurant / Bar

Check to see all items have been collected has their own
Consolidate number tags so they match up in pairs designated area
SOP Title: How to handle a guest compliment or complaint?

Department: SOP Owner: RESTAURANT

Food & Beverage Division- F & B (Designation) MANAGER
Who needs to know Service Associates, Supervisors, Asst Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Ensure good body posture

 We approach the guest Smile as you really mean it. with good eye contact
We say to guest My name is XXX. I am Manager of XXX,  Listen to the Guest very
How may help you? carefully and show to interest
 We wait to Guest has finished talking before we respond to  Maintain good eye contact
the Guest ’’Thank you very much for
 Thanks to Guest for their compliments your compliment XXX, I
will pass them onto the chef
 Show concern and Apologise
 Listen very carefully to all that the Guest is saying and Focus to the guest
on the issue that the guest is raising  Call the Asst. Manager of
 Inform your Manager as soon as possible Food & Beverage

 I would like to offer

 Say to the guest your apologies you ...XXX with my
apologies

 Thank to guest for positive comment taking the time to  Thank you very much XXX, I
provide us with their feedback look forward in seeing you
again soon

 Thank the guest for bringing the complaint to your attention  Thank you XXX for bringing
this to my attention I will
address the situation
immediately
 We bid farewell to the guest, smile as you really mean it
 Establish the reasoning for the
 Management speak with the guest directly complaint
 Handle the situation with the
guest appropriately

 Communicate with the employees associated with the

complaint to avoid any repeat events
SOP Title: How to handle a guest that does not comply with the dress code?

Department: SOP Owner: RESTAURANT MANAGER

Food & Beverage Division- F & B (Designation)
Who needs to know Service Associates, Supervisors, Asst Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other
illustrations)
 Our dress code for our restaurants/bar Sleeveless shirts,  Smart casual
Slippers, Running shorts, Sport shoes
 All guests not meeting the dress code are informed kindly and  ‘‘Sir, we are terrible sorry
respectfully we have a dress code policy
 The GSO, Manager or Asst. Manager politely explain to the in our restaurant/bar and do
Guest that we have a dress code policy not allow open sandals /etc’’
 Take special care and consideration when discussing dress  Mr. XXX would you mind
code with a guest changing your shoes. I will
 We offer the guest in their room change or dine to in other hold a table for you and have
restaurant or bar your drinks ready on your
return? Mr. XXX, May I
arrange for you a table in
XXX restaurant/bar
 Mr. XXX Thank you very
much for your understanding
 Maintain good eye contact, Speak clearly and Politely at all
times
SOP Title: How to prepare soft drink?

Department: SOP Owner: RESTAURANT

Food & Beverage Division- F & B (Designation) MANAGER
Who needs to know Service Associates, Supervisors, Asst Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 We need to glassware sparkling clean free from chips and  A highball glass
cracks  A round beverage
service tray
 If a silver tray is used
ensure a tray mat is
placed
 The ice scoop is clean and in good condition  A glass jug
 Using ice scoop, place 4 ice cubes in the glass  An ice scoop

 The bottle or can is clean and good condition  Keep equipment clear
and good condition
 Place the wedge on top of the ice cubes or on the glass
 A lime wedge not for
 Place the highball glass, glass jug, soft drink bottle or can and Fanta
coaster on the round beverage service tray

 At the Banquets soft drinks poured from the bottles or can in

back of house areas before presenting to the guest
SOP Title: How to assist a guest that is feeling unwell?

Department: Food & Beverage Division- F & SOP Owner: RESTAURANT MANAGER
B (Designation)
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other
illustrations)
 We need to approach the guest as soon as you notice the guest
is unwell  The form is then circulated to:
 Who sees that the guest is feeling unwell need to say to “Mr. Food & Beverage Office
XXX are you feeling alright?” Assistant Manager Front
 We can offer the guest to take a quiet area of the restaurant Office / Night Manager Front
 We need to inform the manager to approach the guest, offer Office
their assistance and take control of the situation Security
 We can offer the guest a glass of iced water.  The form need to be filed for
 For an extremely unwell guest the manager can ask them future reference
if they feel they need to go to the hospital
 We need to ask the guest who is dining on their own if
there is anyone they would like us to contact for them
 We need to Fill out an incident report form when the
guest has left the restaurant
SOP Title: How to change a tablecloth in view of a guest??????TBD

Department: Food & Beverage Division- F & B SOP Owner: RESTAURANT MANAGER
(Designation)
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Ensure no food or any other items left on table cloth

 Fold the soiled tablecloth lengthways into 3 section, fold in half and  Our hands should be clean
remove from the table & dry
 Check the condition and cleanliness of the white moulton underneath
the table  Check the positioned and
cleanliness of the chairs
after change the table
 We need to ensure that we get correct size, clean, free from holes or cloth
tears and well ironed table cloth
 Follow the table cloth changing procedure as below:  Ensure the clean
 Place your thumb & index fingers between the top 1st fold tablecloth is positioned
 Turn your hands upside down ensuring your thumb is closest to the evenly
table
 Place your index & pointer fingers between the 2nd fold
 Hold the clean tablecloth & lean over the table with the free part of the
tablecloth hanging
 Release the 1st fold from your fingers
 Gradually move the table cloth toward you & once you are in the
middle of the table release the 2nd fold until the tablecloth is neatly
positioned on the table
SOP Title: Changing an ashtray

Department: Food & Beverage Division- F & B SOP Owner: RESTAURANT MANAGER
(Designation)
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 We need to keep ashtrays always clean as possible.  When the meals are
 Cigarette ashtray Procedure as below. presented the ashtrays
Smile as you really mean it, from the right hand side of the guest, space are clean

permitting.

“Excuse me Sir/Madam” hold the tray in your left hand, place 2

clean ashtrays on the tray side by side, Pick up the clean ashtray in
your right hand, place the clean ashtray directly on top of the soiled
 As soon as there is 1
ashtray on the table. In one smooth motion pick up the 2 ashtrays
cigarette butt or any
from the table & return to your tray.
rubbish in the ashtray we
 Cigar ashtray has different procedure please follow as below. Take need to change ashtray
the clean ashtray from your tray & place on the table, hold the tray in
your left hand, Approach the table, excusing yourself from the guest,
pick up the soiled cigar ashtray in your right hand & place on your
tray, take the clean cigar ashtray from your tray & place on the table.
SOP Title: How to decant a bottle of wine?

Department: SOP Owner: RESTAURANT

Food & Beverage Division- F & B (Designation) MANAGER
Who needs to know Service Associates, Supervisors, Asst Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Decanting a wine; separate from any sediment deposited the  “Mr XXX would you like
aging process and to allow to breath in order to enhance it’s me to decant the wine for
flavour you?”
 At the nearest side for the
 The waiter responsible for that wine table
 The waiter need equipment to the decant wine  Decanter, Candle, Waiters
 The waiter use to Candle cloth, Silver coaster
 The light allows you to see
the first signs of any
 Open to old wine or wine with sediment very carefully sediment, at which point
you stop pouring
 Slowly and carefully pour the wine into the decanter  Carry and move to wine
attentively
 We placed to wine bottle on the table on a silver coaster  Concentrate, take time to
decanter correctly
 The table is crowded or
small table put the bottle
 We need to say’’ would you like to taste the wine’’ wine on the nearest
sideboard
 We can say very kindly
 The wine the folder waiters cloth in your left hand, decanter and exceptional
in your right hand offer the host to taste to wine
 Slowly pour the wine in to
 Serve the wine as per. training course ‘’How to present and the glass
serve red and white wine
 Wipe the lip the decanter
with waiters cloths
SOP Title:

HOW TO HANDLE A HİGH CHAİR REQUEST?

Department: Food & Beverage Division- F & B SOP Owner: RESTAURANT
(Designation) MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or
other illustrations)
 Approach the guest who has a small child  Politely & Smile as you really mean it

 Collect baby chair. The chair is clean & in good  To ensure hygiene & most importantly safety for
working order. Stand up straight, walking slowly the child
& carefully.

 Presenting the high chair to the guest. Position  Ensure Safety

the chair next to the person who is taking care of
the child. Sir/Madam, May I assist you to place  The child is safely seated in the high chair
your child in the high chair?”
SOP Title: How to handle a request for a vintage that is not in stock?

Department: Food & Beverage Division- F & B SOP Owner: RESTAURANT

(Designation) MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Approach the guest after realising that the wine is out of stock return to  Vintage mean is: the year
the table carrying a wine list in which the wine was
bottled & produced
 Apologise to the guest  Maintain good eye
contact
 Suggest an alternative vintage
 Speak slowly & clearly
 Leave the table and inform The Restaurant Manager or Head
Sommelier  An alternative wine of
the same vintage
SOP Title: How to handle a wine that is rejected or corked ?
Department: Food & Beverage Division- F & B SOP Owner:
(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks

Corked wine
 A diseased cork ruining the flavour of the wine  Understand why wine
 A slightly shrivelled cork that has allowed air to ruin the wine can be corked
 The wine may appear discoloured & will smell & taste very flat,
almost like cardboard

Why guest can reject the wine?

 The wine is corked
 The wine is not to the guests liking, although there is nothing wrong
with the wine

Guest can complaint about wine

B OTTLE
 Once the host has been offered to taste the wine
G LASS
 Once the guest has signalled you to their table

Listen the guest carefully and handle the complaint

 Maintain good eye contact  Smile as you really
 Nod head for understanding mean it
 Show concern  When talking to the
 Wait for the guest to finish talking before we respond guest we never blame
 Never challenge the guest on their opinion of the wine anyone, only rectify the
 “Mr XXX I am terribly sorry for the wine being corked. Would you situation
like to have a look at the wine list or can I recommend another wine  Change the guests order
for you? in the micros to reflect
 The soiled wine glasses are removed & clean glasses are placed on the the item they have
table accepted
 Confirm to duty manager who is responsible in rest. or bar
SOP Title: How to handle a wrong guest order?

Department: Food & Beverage Division- F & B SOP Owner: RESTAURANT

(Designation) MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks

 Wrong order
When a guest receives something different to what they ordered
Inform the manager in charge  In order for the Manager
to give recognition to
the guest
 To ensure guest
satisfaction & build
 Handling wrong order guest relations
Approach the guest
Listen carefully to the guest
Find out what is wrong with the order  Smile as you really
Apologise to the guest mean
Take ownership of the wrong order It.
We say, “I am very sorry Sir/Madam, may I replace it for you right  When talking to the
guest we never blame
away?” anyone, only rectify the
situation
 If the guest doesn’t want
Collect the wrong order from the guest & return to the kitchen / bar the order replaced
We say“ Mr. XXX, I will deliver your meal/drink as soon as possible”  Change the guests order
We leave the table by smiling as you really mean it. in the micros to reflect
We need to inform the manager the item they have
accepted
SOP Title: How to handle difficulties when removing a cork?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs Service Associates, Supervisors, Managers.
to know this
SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other
illustrations)

 The cork will not come out of the bottle

Discretely bring the bottle to the back of house area  Carefully & confidently
Ask a colleague to try to open for you
If not, ask your colleague to hold the base of the wine bottle as  Perform role play what to
do when we face a broken
you carefully try to pull the cork out cork on the table during the
service.
Bring the bottle back to the table
Pour the wine for the host to taste  Never shake the bottle
before
 T HE CORK FEELS AS THOUGH İT İS GOİNG TO BREAK
The service
Stop pulling on the cork
Gently unscrew your waiters friend from the cork
Position your corkscrew in another location on the cork  Always use a professional
Carefully screw in & remove cork from the bottle wine opener.
 T HE CORK HAS BROKEN İN HALF ON REMOVAL
Gently unscrew the broken cork from your waiters friend  Remain calm at all times
Position your corkscrew on the edge of the remaining cork Discretely turn away from
between the glass & the cork the table
Carefully screw in & gently remove the cork If we need to leave the
Check the bottle for any cork sediment table, excuse yourself to
If there is cork in the bottle, ask the guests permission to the guest
decanter the wine. “Mr / Ms XXX, I will be
“Mr / Ms XXX, there appears to be some cork in the bottle, may back in a few moments

I decant the wine for you?”

SOP Title:

HOW TO HANDLE A GUEST THAT LEAVES WİTHOUT

PAYİNG THE BİLL?
Department: Food & Beverage Division- F & B SOP Owner: CEVDET YILMAZ
(Designation) RESTAURANT
MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other
illustrations)
 Inform the Manager as soon as you discover the guest  The guests name
has left without paying
 Refer to the reservation book In order to retrieve the  Telephone number
guest information
 The guests room number if staying in
 The Manager or Assistant Manager contact the guest as house
soon as possible
 IF LATE AT NİGHT , CONTACT THE
 WE NEED TO ENSURE EXPLAİN THE SİTUATİON GUEST FİRST THİNG İN THE MORNİNG
CLEARLY CONFİRM WİTH THE GUEST THE MOST  Settle the bill using the tip money of the
CONVENİENT METHOD OF SETTLİNG THE BİLL department
 Walk in guest keep the bill open until the end of the
service period  Stress to them the importance of
presenting the bills on time & checking
 T HANK THE GUEST the bill folders if left on the table

 S PEAK SLOWLY & POLİTELY

 During your daily briefing alert the staff

of the situation
SOP Title: How to Handle Intoxicated, loud or abusive guest?
Department: Food & Beverage Division- F & B SOP Owner:
(Designation) RESTAURANT
MANAGER
Who needs to Service Associates, Supervisors, Managers.
know this SOP:
Related
Documents:
Procedure Remarks

Drunk, Load or Abusive guests  We need to dealt with

 A guest has had far too much to drink guest immediately, so
 A guest is raising their voice & causing a disturbance as not to disturb
 A guest is arguing with another guest or is aggressive toward the staff surrounding guests
 The Manager on duty
We need to Inform the Manager needs to approach the
guest immediately &
 As soon as you notice the guests unacceptable behaviour which is address their concerns
disturbing other guests
 We need to call responsible person, when we have difficult situations  Remain calm at all
times
 F&B manager on duty or security  Speak slowly, clearly
& softly
 Maintain good eye
Approach the Guest contact with the guest
 We need to say“ We are sorry Sir, but we don’t feel it is appropriate to  Never directly accuse
serve you anymore to drink” the guest of being
 “Excuse me Mr XXX, out of respect & courtesy for other guests, would drunk
you mind lowering your voice
SOP Title: How to handle items available which are not on the menu?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other
illustrations)
 The Assistant Manager or Manager communicates with chef before the  Perform a role play about
service. unavailable items.
To communicate whether any menu items are unavailable & to inform
all staff in the pre service briefing is very important.  It is crucial to check the
We need to ensure all staff are fully briefed as to which menu items, if unavailable items before
the service to avoid
any are unavailable and the suggested any alternative dishes. problems.

 Approach the guest smiling as you really mean it  Take it as an up-selling

opportunity by offering
 We need to inform the guest about the unavailable items when we are rare sold item.
presenting the menu.

“Sir/Madam, I would like to inform you that the salmon is unavailable

this evening. The chef has prepared a grilled swordfish for your
consideration”
 “Mr XXX, the salmon has been very popular this evening,
unfortunately we have sold out. May I suggest the grilled swordfish
served with…” or “would you prefer to select another item off the
menu?”

 We need to ensure always we speak clearly & politely offer the guest a
suitable alternative
 To ensure the guest is enjoying their meal & they are happy with your
recommendation is very important for the guest satisfaction.
SOP Title: How to handle liquid, food and broken items on the floor?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other
illustrations)
 Most of the accidents occurs near the entry & exit doors to the kitchen  If the accident or spillage
during busy service times occurred during the
 We can prevent most accidents by keeping the floors are clean & dry service it is important to
all items are well balanced on your tray clean up in a very quite
 A round beverage service tray manner.
 Dust pan & broom for items that shatter on the floor  Any damages, stains or
 Condemned cloth to be used to process a cleaning dirts on the guest dresses
D UST PAN & BROOM never offer a guest
 From the stewarding area of your restaurant or bar physical assistance
B EVERAGE S ERVİCE T RAY , C ONDEMNED C LOTH & L ARGE try to clean the stains
with a napkin or other
PLATE
materials). Inform your
 The pantry area superior immediately. So
 We need to make sure the equipment is clean & in good working guest can be offered a
order free laundry Voucher and
 We must say to the guest ‘Mr. XXX please accept my apologies we apology by management.
will have this cleared right away”  Always use the right
 “I am very sorry for the disturbance Mr. XXX, we will clean this equipment for the
straight away” service.
 Be aware the guest hasn’t received any stains from the accident  Never rush yourself
 Always inform the manager on duty in your restaurant or bar during the service.
L İQUİD
 Place the condemned cloth over the spill & remove as much of the
spilled liquid as possible
 If the spill is too large page housekeeping immediately
B ROKEN
 Carefully pick up the larger items in your hand & place on the
beverage service tray
 Using a folded napkin sweep the smaller pieces onto the beverage
service tray
 If out of view of the guest use the dust pan & broom to collect the
items
 If the accident is too large page housekeeping immediately
 Always place the “Wet Floor” sign in the area while you are cleaning
 Inform housekeeping of the accident so they can thoroughly clean the
area out of service times
 We place the items in the breakage container in the kitchen area
SOP Title: How to handle liquid, food and broken items on the table?

Department: Food & Beverage Division- F & B SOP Owner: RESTAURANT

(Designation) MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 A spilt drink e.g. glass of wine and food dropped from the plate are the  Spillage and breakage
most common accidents can ruin our service
 We need a round beverage service tray, clean napkin, clean service quality reputation
plate a clean & damp condemned cloth to clean up the table between the staying guest
 We need to say “Mr Lee. Please accept my apologies we will have this and potential guest
cleaned up right away” after the accident happened. outside the hotel.
 Remain calm at all times  Spillage and breakage is
 Maintain good eye contact at all times not a good practice for
 If the guest has received any stains from the accident, offer the guest the cost control.
some soda water & clean napkin by saying “Mr. Lee, would you mind  To keep in mind
moving to another table?” if there is a table available accidents can happen in a
 If there is no available table at that moment, offer the guest a drink at service area but to
the bar while we reset the table for them by saying “Mr. Lee, May I prevent, minimize and
offer you a drink at the bar while we reset your table?” being well prepared to
How to remove items? these unexpected
L İNEN S URFACES situations is part of our
L İQUİD job. We all have to know
that safety always first
 Place a napkin on the liquid allowing the napkin to soak up as much our guests and ourselves.
liquid as possible
 To avoid all these
 For a large spill reset the table as quickly as possible breakage and spillage,
F OOD being neat and quiet must
 Use a napkin to pick up the food item & place directly on your be accepted as our
beverage service tray restaurant culture.
 Reset the table where possible  Wipe over the table with
B ROKEN a damp condemned cloth
 Carefully pick up the larger items in your hand & place on the
beverage service tray
 Using a folded napkin sweep the smaller pieces onto the beverage
service tray
G LASS OR WOODEN S URFACES
Liquid
 Wipe the table with a damp condemned cloth removing all the liquid
Food
 Use a napkin to pick up the food item & place directly on your
beverage service tray
Broken
 Carefully pick up the larger items in your hand & place on the
beverage service tray Using a folded napkin sweep the smaller pieces
onto the beverage service tray
SOP Title: How to handle lost and found?

Department: Food & Beverage Division- F & B SOP Owner: RESTAURANT

(Designation) MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Take great care with the item, so as not to damage it  Take great care to the
 Inform The Manager or Assistant Manager of your restaurant/bar item , so as not to
 If the item is very expensive for example a ring, inform the Front damage it,
Office Duty Manager as soon as possible  Inform your manager as
 Refer to the reservation book for the guests contact telephone number soon as possible.
As soon as possible  Refer the reservation
 Check when the guest would like to pick up the item guest would like to pick
 Take the item/s to Housekeeping immediately up the item.
 In the lost & found record book in your restaurant or bar  Record the item lost &
Date found book.
 Which are important
ITEM Date
Item
Time
TİME Found by
Found By Location
Location (Don’t open if it’s
 Store the item in the housekeeping office located wallet)
 Inform the housekeeping department about Pass the item to
The name of the guest housekeeping
The date & time the item was found department, inform them
The table number where the guest may have been seated
 The name of the person who found the item
 Fills out to form
 All the information is recorded correctly
 In the lost & found folder in each restaurant or bar
 In order to maintain a good clear record of the items left behind
 So as to answer any guest enquiries quickly & efficiently
SOP Title: How to handle soiled linen?

Department: Food & Beverage Division- F & B SOP Owner: RESTAURANT

(Designation) MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 We use linen trolley which designated for our restaurant

 The trolley should located in pantry area  Place 9 other soiled
 We collect the soiled linen from all the side boards in the restaurant napkins on top of it to
 The allocated staff member separate and count the different types of make 10
soiled linen  1 copy is for the
 We sort the soiled linen in pantry area, ensure the linen trolley is next to restaurant /bar to keep
us & file when collecting
 We need to ensure there is no debris attached (e.g. toothpick, tissue or the clean linen
others) to the soiled linen  The pen is black or
 We need to use a linen record form. blue & in good
 We need to record the number of each soiled linens to get the clean working order
items in same number
 We need to check All the soiled linen has been counted & recorded
correctly on the linen record form
 We take the soiled linen to laundry - located at the basement
SOP Title: How to handle spilt items on a guest?

Department Food & Beverage Division- F & B SOP Owner: RESTAURANT

: (Designation) MANAGER
Who needs Service Associates, Supervisors, Managers.
to know this
SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Mostly the common accidents happen by a guest knocking over  Remain calm at all times,
their own beverage and a staff member dropping their beverage Try not to draw attention
tray.
We step over quickly after the accident has occurred. to the accident
We approach to the guest with smile as you really mean it
“Mr XXX, please accept my apologies. We will have this cleared
right away”
 Step over quickly after the
“Mr XXX, I will arrange to replace your XXX immediately accident has occurred.
”Remain calm, show genuine concern.
 React to the situation as quickly as possible  Try not to draw attention to
Inform the Manager on duty as soon as possible the accident
Note: A quick recovery is as important as the reaction time  Apologia
A service tray to remove any glassware or china ware  Analysing the problem
A clean & dry condemned cloth for all non linen surfaces  Body language offer
Place the chinaware or glassware on the beverage service tray complimentary dry cleaning
G LASS OR W OODEN SURFACES service.
Wipe over the spill with the condemned cloth  And a bottle of wine, meal or
 N ON L İNEN S URFACES drinks
Place a napkin over the spill allowing the napkin to soak up as much  Report accident as soon as
liquid as possible possible
A clean & dry napkin
A small jug with soda water
“Mr XXX would you like some soda water to remove the stain”
Offer the guest complimentary dry cleaning
A bottle of wine
A meal
A tray of drinks
“Mr XXX I would like to offer you our complimentary dry  When we require dry
cleaning service. We can have your jacket back to you within 2 cleaning of an item
hours. Please allow me to arrange it for you?”  Communicate the urgency
 If the item requires dry cleaning, collect the item & handle with of the item
great care. Confirm the time of pickup of the
item
SOP Title: How to handle a trolley?

Department: Food & Beverage Division- F & SOP Owner: RESTAURANT MANAGER
B (Designation)
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks

Using the trolley

 There are some kinds of different types of trolleys. These trolleys,
the transport, Cage, Heating, Room Service, food and Beverage
Transport,

 We use a trolley for to safely move equipment or food and

beverage items from one place to another place.
 All operational staff, front of house & back of house can use
trolleys.
 These trolleys are located in selected back of house and kitchen
areas.
Checking the trolley  Be ensure the trolley is
 While we are checking the trolley, we need to ensure if the trolley clean at all times
is well balanced, the wheels of the trolley work well and do not
make any noise.  Be ensuring all the items
Placing the items on the trolley are securely place.
 We need to place the items carefully ensuring they are placed in  Do not place too many
the center of trolley. items on the trolley.
Preparing the trolley
 Collect a clean moulton from the pantry & place on the trolley
 Cover the moulton with a clean linen tablecloth, ensuring it is
placed neatly & is the right size table cloth
 Set the trolley as per Room Service standards when delivering an
item to the guest
T RANSPORTİNG ANY FOOD İTEMS
 If using a tall trolley ensure you place any cooked food on the top
levels & and any raw food on the bottom levels, to prevent any
contamination
 The trolley is operated the
 When transporting food in a public area, always ensure that the same way even if there are
trolley is well covered with a cloth not any items placed on it
Operating the trolley
 Position the trolley in front of you within arms reach
 Hold onto the handles or the outer edge of the trolley
 If you are pushing a lower trolley ensure your knees are bent at all
times
 Always push a trolley, never pull
 Walk slowly & carefully at all times  Room service storage area
 Eyes always looking forward
 The trolley is operated the same way even if there are not any
items placed on it
Storing the trolley
 Always clean the trolley and return to the designated area for next
use
SOP Title: Items on the menu which are not available?
Department: Food & Beverage Division- F & B SOP Owner:
(Designation) RESTAURANT MANAGER
Who needs Service Associates, Supervisors, Managers.
to know this
SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other
illustrations)

 Liase with the chef prior to service

The Assistant Manager or The Manager to communicate

with chef

To communicate whether any menu items are unavailable &

to inform all staff in the pre service briefing  Handle the request

 All staff are fully briefed as to which menu items, if any are
unavailable  Smile as you really mean it
The chef has suggested any alternative dishes if the guest wants
not available menu  Speak clearly & politely

 Approach the guest  Always offer the guest a suitable

alternative
When presenting the menu

 “Sir/Madam, I would like to inform you that the salmon is

unavailable this evening. The chef has prepared a grilled To ensure the guest is enjoying
swordfish…. For your consideration” their meal & they are happy
with your recommendation

 Check guest satisfaction

SOP Title: How to handle valet parking vouchers?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs Service Associates, Supervisors, Managers.
to know this
SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 1 parking voucher can

 Applicable restaurants
only be used for 1 table
A maximum of three
 The Manager or Assistant Manager of the restaurant or bar
 Using the valet parking stamp in each restaurant
 Stamp the back of the valet parking voucher
 The Name of the restaurant  All the information is
 The Guest name clear
 The Check number (guests bill)
 Authorisation signature
 Name of the person authorising
 Validate the parking
voucher
 Receive the parking voucher
 Usually at the time the
guest leaves their
payment in the bill
folder
SOP Title: How to maintain a pantry?
Department: Food & Beverage Division- F & B SOP Owner:
(Designation) RESTAURANT MANAGER
Who needs to Service Associates, Supervisors, Managers.
know this SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures,
flow charts or other illustrations)

 Pantry Maintenance
 The pantry maintain by service associations

To ensure that the pantry well

stocked, clean & managed on a daily

 In the back of house areas of all our Restaurants & Bars
basis to ease the operations workflow

 Locations of Pantries
 Equipment stored in the pantry

All operating equipment used in that

restaurant or bar
Food & Beverage items, for example
condiments, tea, sugar etc
In the correct labelled area
The heavy items / equipment are
stored at a lower level
Off the ground
All food items must be well covered  The equipment is stored safely
Perishable items all need to be
covered & refrigerated
All fragile items are stored at a lower

level

 Cleaning the Pantry Every night

when closing
 The pantry cleaning by waiters
 Condemned cloth
 Collect a spray container with  The pantry is left clean, well organized for the next day of service
diluted detergent
 Spray the detergent on any spills or
stains & remove with the
condemned cloth
 Wipe over any of the food
containers
 The pantry is well stocked with
equipment / items
SOP Title: How to move a table or carry a chair in a public area?
Department Food & Beverage Division- F & B SOP Owner:
: (Designation)
RESTAURANT MANAGER
Who needs Service Associates, Supervisors, Managers.
to know this
SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other
illustrations)
 2 –4 people depending on the size & weight of the table  Check the size & weight of the
2 people moving a table table When moving a table
Stand on opposite sides of the table & in the centre

Place both hands securely on the edge of the table

To assess how many people you may
Ensure the other person moving the table lifts at the same time need to help you lift the table
as you
Bend your knees at all times when picking up a table
Your back needs to be straight when carrying the table
Eyes always looking forward
Navigate through the passage ways carefully ensuring the  When relocating to another area of
your restaurant or another area in
the hotel
table doesn’t hit the walls or doors

 Carrying 1 chair  Give way to any guests at all times

Stand directly behind the chair
Bend your knees
Place one hand on either arm of the chair or under the seat of  Navigate through the passage ways
the chair carefully ensuring the chair does not
Carefully pick up the chair & hold it firmly in front of you hit the walls or doors
Walk slowly with eyes always looking forward

 C ARRYİNG MORE THAN 1 CHAİR

There are 2 different types of trolleys that can be used
The 7 chair trolley safely moves 7 chairs
The 21 chair trolley safely moves 21 chairs
 Carrying 7 chair trolley  Push the trolley to the desired
location
In the desired location
Bend your knees when lowering the table or chair into position
Carefully stack 7 standard banquet chairs on top of one another
Lift the back legs of the bottom chair onto the trolley
Tilt the trolley back toward you ensuring you hold the full  Give way to any guests at all times
weight of the trolley
Push the trolley to the desired location
 Carrying 21 chair trolley

Stack 7 chairs in 3 separate stacks

Evenly place all 3 stacks on the trolley
 No more than 7 chairs are stacked on the 7 trolley
No more than 21 chairs are stacked on the 21 trolley
Always bend you knees & straighten your back when lifting
Walk slowly & carefully with eyes always looking forward
SOP Title: How & when to offer an additional beverage to guest?

Department: Food & Beverage Division- F & SOP Owner:

B (Designation) RESTAURANT
MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Approach to the table

When the guests drink is ¼ full
“Excuse me Sir/Madam, may I offer you another drink?”  Smile as you really
 F OR A NEW G UEST mean it
“Excuse me Sir/Madam, would you like something to drink?”
Maintain good eye contact with the guest at all times  Check the table any
Listen carefully to the order and write on order pad. soiled items that can be
All time say cleared away. When a
“I will be back in a few moments with your drink” new guest arrives to
join the table
SOP Title: How to operate the coffee machine?

Department: Food &beverage division/ F&B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure  REMARKS
(use short and simple description, pictures, flow charts or other illustrations)

 At the start of each day  Ensure switch off

Switch on the power supply at the wall the machine when
Directly on the top of the coffee machine finish the operation
To maintain the freshness of the coffee beans  The machine is
Coffee beans should only be ground as needed & not stored in the hopper for never switched off
in operation
long periods of time  The machine is
allowed at least 15
minutes to warm up
 Teapots & Coffee pots
prior to service
 Chocolate powder
 The container
 2 clean & dry condemned cloths
which holds the
 Stainless steel jug fresh coffee beans
 Teaspoons ready for grinding
 Refrigerated fresh milk  Using the key open
 Cream/ creamer the front of the
 All equipment is sparkling clean & free from any chips or cracks coffee machine &
 The service equipment is ready prior to service press the on/off
 COFFEE: Cappuccino, Café Latte, Espresso, Double espresso, Regular button
Coffee, Americano, Decaffeinated, Decaffeinated Cappuccino  Coffee cups placed
 OTHER Hot milk, Stop, Cleaning ,Small pot hot water, Large pot hot in the warmer
water Steamer arm  Coffee beans
 To heat the milk should only be
 To froth the milk when making a cappuccino ground as needed to
With a clean condemned cloth thoroughly wipe over the steamer arm after not stored the
hopper for long
each use periods of time
Fill the hopper to the half
way mark
 Using the condemned cloth regularly wipe over the machine removing
any marks or stains  To maintain good
 Replenish equipment as needed hygiene standards
 Ensure the level of coffee beans is monitored at all times at all times
 The machine & the area around the machine is kept clean at all times
 The Assistant F&B Director on duty, who will then in turn check to see
if any other machines need service before contacting the coffee
machine technician
SOP Title: How to page for a guest in a Restaurant or Bar?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 When we receive a call for a guest in our outlet;  Using your black marker
We need the full name of the guest they are looking for pen, write the guests
Ask for the room number if necessary name in capital letters,
Listen carefully to the caller ensuring the name is
Write clearly evenly spaced on the
Repeat the message back to the caller board
Inform the caller that you are going to place them on hold
“Would you mind holding, while I page for Mr/Mr XXX,  Smile as you really mean
We need to check the Reservation book it
We need to check for the guests name & find the table where the guest is
located
 Writing the message on the paging board (The full name of the guest  Approach the guest being
you are looking for) paged
The GSO, Manager or Assistant Manager pages the guest prepares the
paging board  Speak clearly & with a
friendly tone
 We need to say to the guest if we know they are the person we are
looking for: “Excuse me Mr XXX, there is a telephone call for you.”
“Please let me show you to the phone at the reception area  Excusing yourself to the
or offer the guest the restaurants cordless telephone guest
 Quietly approach each table to locate the guest
“Excuse me, I am sorry to disturb you Sir/Madam,  The cordless phone is
I am trying to locate Mr XXX, presented on a folded
napkin
 If the guest could not be located we say to the caller: “Sir/Madam, we
have completed a thorough check of the restaurant & we have been
unable to locate your guest.”
 In house guest
May I connect you to our Hotel operator to arrange leaving a message
in their room?
“Thank you very much for your call”
SOP Title: How to polish & handle operating equipment?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure
(use short and simple description, pictures, flow charts or other illustrations)

 Our hands are clean & dry

 We need to keep all operating equipment (glassware, cutlery, china  In order to remove any
ware) clean, dry, free from stains, chips or cracks water or food stains from
 We need a clean cloth to polish glassware the equipment important
 An ice bucket half filled with steaming hot water that the water is steaming
 A lemon head is placed in the bucket of hot water for freshness hot
C HİNAWARE  Always pick up be the rim
 A clean & dry green stripe cloth with one damp corner or the handle
 When the equipment has come straight out of the dishwashing  Ensure that you carry a
machine as will be really hot safe number of items at
 The equipment is not chipped, cracked, tarnished or permanently any one time
stained C UTLERY
 In the breakage container in each restaurant or bar  Pick up the cutlery by the
 Return to stewarding for treatment handle
G LASSWARE When in a public area always
carry on a beverage tray
 Hold the polishing cloth in your right hand
 Ensure the surface is clean
 Pick up the glass by the base or the steam, placing in your left hand
& dry
 Place the glass over the hot steaming water in order for a mist to
form
 Cover the glass with the cloth & rotate the glass carefully to remove
any water or finger marks
 Ensure the cloth reaches the bottom of the glass
 Hold the glassware up to the light to double check all stains have
been removed & are left sparkling clean
SOP Title: How to prepare & serve ports & liqueurs?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 We need glassware: an old fashioned / rocks glass for liqueurs with  Glassware: sparkling clean,
or with out ice, a highball glass for mixed drinks free from chips & cracks
F OR A LİQUEUR WİTH İCE  The tray is clean & dry
 Using an ice scoop, place 2 ice cubes in the glass  If a tray is used ensure a
E.g. Cointreau on the rocks clean tray mat is placed
 Smile as you really mean it
A liqueur with a mixer
 Ladies first and then
 Using an ice scoop, place 4 ice cubes in the glass Gentlemen
E.g. Campari & Soda  Serve from the right (when
possible)
 Select the liqueur  Pick up glass by the base
 Pick up the bottle & pour into the measure, ensuring it is filled to the  Place a drink coaster in the
top 2.00 o’clock position from
 Empty the contents of the measure into the prepared glass where the guest is seated if
 The correct liqueur is in the glass the guest is dining
NON-LİNEN SURFACE
 Place drink on the tray  In you right hand pick up
the glass by the base &
 Use a round beverage tray
place on the coaster
 We approach the guest as saying “ Excuse me Sir/Madam, your LİNEN SURFACE
(Name of Drink)  Place the glass to in the 2.00
o’clock position from where
When serving liqueurs on all non-linen surfaces we use a coaster the guest is seated if the
directly in front of the guest guest is dining
Live the Table as saying “ Enjoy you (Name of liqueur), Sir/Madam”  Smile as you really mean it
 The standard measurement
for liqueurs is 4 cl
SOP Title: How to prepare standard spirit?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Ensure glass wear is

 A highball glass for standard spirits with mixers correct and clean
 An old fashioned glass for all standard spirits
 A glass jug
 An ice scoop
 A pair of tongs to pick up the garnish
 A stirrer is placed in the glass for all mixed drinks
 1.25 ounce measure???????

 Glassware: sparkling clean, free from chips & cracks  Using an ice scoop,
 The ice scoop & the tongs are clean & in good condition place 2 ice cubes in the
glass if its mixing using
 The spirit measure is clean
4 ice cubes,
A STANDARD SPİRİT WİTH İCE
 Using an ice scoop, place 2 ice cubes in the glass
A STANDARD SPİRİT WİTH A MİXER
 Using an ice scoop, place 4 ice cubes in the glass  Using measure and
ensure right ounce.
 1.25 ounces???????
 Select the standard sprit
 Pick up the bottle & pour into the spirit measure, ensuring it is filled to
the top
 Empty the contents of the spirit measure into the prepared glass

 The correct spirit is in the glass

 Using an ice scoop place 1 ice cube into a small glass jug
 Select & open the required soft drink bottle or can
 The Mixer is added to the drink at the bar using a post-mix gun
 With the highball glass containing the ice & the spirit pick up the post
mix gun & select the required soft drink
 Press the button & fill the glass to the ¾ level

 The glass jug contains the correct mixer & 1 ice cube
 When using the post mix in JJ’s, ensure the soft drink contains plenty
of bubbles (CO2)
 Right garnish
 Ask the guest which garnish they would prefer
(Lime wedge, lemon wedge or orange slice)

 Place the garnish inside the drink in the centre of the glass

 Ensure the garnish is fresh & cut in a wedge

 Place the stirrer directly inside the glass for the guest to stir themselves
SOP Title: How to prepare Chinese and Japanese teas?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Check the Chinese teapot and ensure it is clean inside and outside before
usage.  Use the pot allocated for
. tea only
 Add required amount of tea leaves as applicable for the pot due to  Emphasize on the need to
different sizes. (e.g. Chinese and Japanese teas, etc) check pots before service
 Add hot water to the leaves: starts.
 Wipe the outside of the pot to ensure no overflowing of tea spilled.  Explain how tainting
 The tea is ready to be served. could affect taste of milk.
 Get ready petit fours trolley to offer guest some accompaniments while  Stress on the fact that
serving tea. using more loose tea
 More details to be updated soon. leafs will not make the
final product better.
 Explain why they should
use a damp cloth rather
than using a dry one.
 Discuss on importance of
having clean equipment
and working
environment.
SOP Title: How to prepare fresh fruit & vegetable juice?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

Equipment we need  The highball glass is

 A highball glass sparkling clean & free of
 Electric juicer any chips or cracks
 Straw  The juicer is clean & in
Prepare the fruit or vegetables good working order
 The chef of your restaurant  The pieces of fruit &
 Prior to service vegetables are washed &
Prepare to juice cut so as to fit in the
 Carefully place the fruit or vegetables in the juicer juicer
 Place the lid on the juicer  The skin of the fruit &
 Press the “juicer” button vegetable has been
 Allow all the juice to be extracted from the fruit or vegetable removed prior to juicing
Prepare glass  Keep your hands away
 Pour the contents of the juicer into the highball glass from direct contact with
 Fill to the ¾ level the juicer at all times
We place the fresh fruit or vegetable juice  The lid is fastened
 On a round beverage service tray securely on the juicer
when in use
 The juicer is cleaned
thoroughly after
preparing each juice
 The glass is clean &
ready to present to the
guest
 Fruit juices are stirred
well prior to service
 Juices are served as soon
as they are made in order
to prevent the juice from
splitting
SOP Title: How to prepare soft drink and standard spirit?

Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Get the designated glass for the soft drink /spirit you want to  Emphasize on the needs
prepare. to have proper product
 Put 3 or 4 ice cubes inside the glass. knowledge and pay
 Pour the drink ordered into the glass over the ice cubes. attention to details.
 Stir the drink well using the “Long stirrer bar spoon” so that  Explain how, too much
the drink is chilled. ice cubes may affect taste
 Garnish the glass accordingly as per the standard. of the beverage and guest
 Serve with straw & stirrer depending on type of drinks. would return the drink.
 Place the glass on the coaster to the right hand side as per the  Point out what could be
SOP. the consequences if you
cannot provide a guest
with his favourite
cocktail and you are
constantly changing the
look.
 Explain and discuss how
to keep the straws.
Examples: - Soft drink:
Straw.
 Make sure, glassware is
clean, free from chips and
cracks.