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7.06 F&B Service Hand Book 41

7.06 F&B Service Hand Book 41

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Published by orientalhospitality
Travel and Tourism Industry Manuals and Guides, From www.orientalhospitality.com
Travel and Tourism Industry Manuals and Guides, From www.orientalhospitality.com

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Published by: orientalhospitality on Oct 13, 2009
Copyright:Attribution Non-commercial


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Page 1 of 41
.......... Resort & SpaF&B Service Guide BookFor all new hosts joining our team.
1 Ultimate Service Sequence in a nutshell Page 2Breakfast Page 2Lunch Page 5Dinner Page 92 Taking the order Page 183 Service of drinks Page 224 Service of food Page 245 Clearing the table Page 266 Finishing off the meal Page 277 Handling of a complaint Page 288 Telephone etiquette Page 309 The Pantry Page 31
The Pantry Handbook Page 34
Appendix on SOP’s Page 41(taken from the service manual section 2-R3)
F&B Handbook (R2) Page 41
Page 2 of 41
I1. Ultimate Service Sequence in a nutshell
In this chapter we will give a short summery of the service sequence foreach meal period. Please read the SOP’s and general guidelines in theappendix completely so you understand the full standards. The sequencesummery is just a guideline to memorize and trouble shoot service.
Task Who
1 Upon guest arrival the HOSTESS welcomes the guestat the entrance of the Restaurant. (Greet with a Waiand "Sawadee Ka") refer to Restaurant SOP for fulldetails.Offer guest a smoking or non-smoking table.Hostess2 The hostess escorts the guest to the table of theguests preferenceHostess
Try to guide the guests to the most logical table first,or recommend a table for the guests. The hostess should assign each guests to another station to  prevent one station getting too many guests at the same time 
3 The hostess invites the guest to seat and helps withthe chair Ladies firstHostess / buddyhost4 The hostess unfolds the napkin Hostess / buddyhost5 Ideally the buddy host should now be at the table aswell and upon first visit to the outlet and meal, thehostess introduces the buddy host to theguest. If not first visit, the buddy takes over serviceand greets the guestwith a wai and "Sawadee Ka/Krab… guest names…"Captain / buddy host6 Hostess returns to her station
Page 3 of 41
7 Host should offer the breakfast menu to the guestsand recommend eggs and breakfast specials of the dayCaptain / buddy host8 Serve hot or cold towel, subject to weather conditions Buddy host9 The host will now offer the coffee and tea menu firstand take the order. Also would refer to the a la cartemenu items inclusive of buffet andwhen the guests are ready can take the order.Captain
A Upon 1st visit
Once the host has placed the order, the host returnsback to the table and invites the guests to the buffet.The host will introduce the guest to all sections of thebuffet and give a explanation of the items available.Ensure all sections are covered. Also introduce theguests personally to the breakfast chef. Leave theguest to choose their buffet items and in themeantime serve the house water and their order ofcoffee and tea
Buddy host
B Upon return visit
You do not need to show the buffet again, but youwould serve the guest water and their order of coffeeand tea.
Buddy host10 When the guests take something from the buffet, ourhosts will offer to carry the plateBuddy host11 If not done so, take order for other breakfast itemssuch as eggs, waffles pancakes etc. When serving eggs,offer peppermill service.Captain / buddy hostRemember to replace the cutlery when necessary,especially when guests are getting new items from thebuffet.12 Refill coffee, tea and ask if they would care for morewater. Repeat this.Assist guests in obtaining food from the buffet, ask if you may pick up something or offer assistance whenmaking toast.Buddy host13 Once the guests have finished their breakfast, serve Buddy host

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