FOOD & BEVERAGE : Service Policies and Standard Operating Procedures

FOOD & BEVERAGE: SERVICE POLICIES AND STANDARD OPERATING PROCEDURES

AL-SHURAFA

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures

CONTENTS Introduction customer and you Place Overview Departmental Overview and Contribution Departmental Reporting Structure Staff Attitude Hours of Work STANDARD OPERATING PROCEDURES: FOOD & BEVERAGE: SERVICE F&BS – 001 F&BS – 002 F&BS – 003 F&BS – 004 F&BS – 005 F&BS – 006 F&BS – 007 F&BS – 008 F&BS – 009 F&BS – 010 F&BS – 011 F&BS – 012 F&BS – 013 F&BS – 014 F&BS – 015 F&BS – 016 F&BS – 017 F&BS – 018 F&BS – 019 F&BS – 020 F&BS – 021 F&BS – 022 F&BS – 023 F&BS – 024 F&BS – 025 F&BS – 026 F&BS – 027 F&BS – 028 Taking Reservations Outlet Opening Duties Outlet Closing Duties Sequence of Service Greeting & Seating Menu Presentation Taking Beverage Order Serving Beverages Tea/Coffee Service Clearance Method Clearance of Ashtrays Glassware Polishing Cutlery Polishing China Ware Polishing Placing and Conducting Requisitions Personal Hygiene and Uniform Monthly Training Lost Property Records Safe Chemical Handling Preventing Falls Personal Appearance Suggestive Selling Basic First Aid Emergency Pest Control Mis- in-Place Break Time Currency Policy

CUSTOMER AND YOU (UNDERSTANDING THE INDUSTRY) WHAT IS CUSTOMER ABOUT?

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures

Tourism is about people who travel away from their familiar home environment. Often they travel on holiday; or they may be traveling on business trips; they may be traveling to visit friends and relatives; they may be going to pilgrimage; they may be traveling to a conference or even a sporting like the World Cup Cricket series or the Olympic Games (either as spectators or participants). Sometimes they travel to another country, but not always. The key points here are:  Tourist can travel for a lot of different reasons  Tourists do not always come from another country When travelers stay with in their own country they are called Domestic tourists, but when they travel to another country they are international tourists. International tourists arriving in another country are referred to as Inbound while departing national setting off for another country Outbound tourists. Tourists can be described by their reason for traveling. The term holidaymaker and business traveler are obvious, less obvious is the term VFR which means visiting friends and relatives. Least obvious is the term common interest. It is used to describe travelers who are joined by other travelers who have come to share the same experiences when they reach their destination. Pilgrims, conference and convention delegates, people who travel to health spas and medical centers, participants and spectators at sporting events are all part of the common interest category. Tourism is about the industries that look after these travelers. The key points here are:  They can travel for a lot of different reasons.  They need people to look after them and to provide services like food and dink, somewhere to stay, transport to get about, help and information to get about, activities and entertainment and transport to get them out and home again.  Visitors from another country often need extra care because things like social customs, the language and currency may be strange to them.       Accommodation and catering sector Transport sector Travel agencies Tour operators Entertainment and leisure providers Guides and information services

The above business makes up the private sectors.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures

Government departments with tourism responsibilities (transport / planning and development / policy making / immigration / customs and excise / licensing and regulation / destination marketing) are in the public sector. There is one definition of tourism that has universal acceptance. It says that: "Tourism is the temporary movement of people to destinations outside of the places where they normally live and work, and their activities during their activities stay at these destinations." FOOD AND BEVERAGE SERVICES When we speak of hospitality it is important for us to get a clear understanding of the component parts of our industry. We can use the model below to help us to do this and it also allows us to see the importance of each worker in the industry. As we can see the hospitality industry consists of two important parts: 1. The customer or Guest 2. The Service Provider (Hotel, Restaurant, etc.) On the customer's side we know that each customer has needs or expectations. A typical example of these needs exceptions would be:  Quality of food  Value for money  Quality service  Comfortable surroundings  Safety and hygiene standards The service providers must ensure that they meet the exceptions of guests / customers by making the following available:  Staff (sufficient in number)  Products (of good quality)  Service (of good quality)  Environment (comfortable and clean) As we can see from our model, when the customer's expectations are met or exceeded by the service provider, the customer feels for many people. One of the most important things for the service provider to do is to have a skilled workforce. We can divide the type of skills needed into two categories: 1. Technical skills ( the ability to perform the task to standard) 2. Social skills (the interaction between staff and the customer) Through this Food & Beverage Service program we will work to develop both of these skills. Never forget that people are the most important asset to any hotel. You must never under estimate the importance of your role in providing the guest with a pleasurable experience.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures

SOCIAL SKILLS We have previously mentioned social skills, and what we mean by this is interacting with guests, e.g., meeting or greeting guests, or perhaps our ability to hold a conversation with a guest or guests. Here are four important points to remember when greeting guests: 1. 2. 3. 4. Good smile Eye contact Correct greeting Good body posture

You will know from your own experiences as a customer the difference made by a warm, friendly greeting, from the person serving you. Your own greeting to customers should always be polite and courteous. A smile is always well received by guests. The precise words you use to greet customers will depend on the time of the day and the style and rules of your establishment. For more formal places "Good evening, Madame" will be expected, while for casual or informal places, "welcome to freddies" might be appropriate. Also remember that customers feel welcome when you use their name, e.g., "Good evening Mr. Samarage ". The most common greetings are "Good morning", "Good afternoon", "Good evening", and "Good Night". Usually a sequence of events happens when a gust enters a restaurant. This is called the meet, greet and seat sequence, because firstly we meet the customer, followed by a greeting and then we seat the customer at a table. The ideal situation is for you to escort the customer to the table. You can then help everyone get seated comfortably. Pullout chairs, unfold napkins, hand out menus, etc. If the customer is already seated and studying the menus when you arrive, then you must greet them immediately, i.e, "Good evening, sir". In some restaurants staffs introduce themselves by name. You may then offer drinks or take the food orde INTRODUCTION Written direction from management, particularly at the ‘start up’ of a new hotel is necessary to establish the ground rules and give guidance to staff members. The goals of every department in the Hotel must be crystal clear – with no deviation. Policies General Information- That Should be Listed/Filed Standard Operating Procedures A Standard Operating Procedure (SOP) will be in place for each task in the hotel. It will consist of a list of activities involved in carrying out a specific activity. There will also be general staff information such as working hours, grooming and hygiene standards, expected levels of behavior both to colleagues and to hotel guests. New Policies and Standard Operating Procedures When a situation arises and there is a need to establish a new policy or procedure the Departmental Head concerned should produce a draft which should be agreed with the General Manager.

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2. Adopt an adequate price policy as per season fluctuation. In coalition with the Marketing Department: Ensure the Jebel Ali Golf Resort & Spa restaurants and F&B Events are promoted via printed media or through other communication means. 8. in consultation with the Quality Manager to ensure that they reflect the needs of the department. and are in line with the Quality Standards set by the company. Ensure all associates are given equal opportunity for career development. market receivability /acceptance and in line with our competitors. Ensure adequate associate training is provided in accordance with fixed work instructions. In coalition with the Sales Department: Ensure creation of special events to maximize revenue. They are to be reviewed annually. 10. 6 . Work Instructions are incorporated and devised by the F&B Management. Always be fully aware of the competition activities and pricing. 6. and that performance appraisals are carried out annually. Ensure service standards are always maintained according to fixed work instructions.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures PLACE OVERVIEW Description DEPARTMENTAL OVERVIEW AND CONTRIBUTION THE FOLLOWING GUIDELINES APPLY TO THE FOOD & BEVERAGE DEPARTMENT IN THE AL-SHARAFA 1. 7. to achieve and exceed expectations of a 5 star property . 3. Capture all potential revenue through various promotions and events. 9. 5. throughout the year to maintain high service quality standards. Maintain Hygiene Standards and Regulations in accordance with Municipality requirements for all Food & Beverage operations. 4.

18. 7 . who will initiate any corrective action (if any) when required. A restaurant log book should be completed by the restaurant manager on a daily basis. 16. Ensure guest entertainment throughout the year is in accordance to customer profile and fitting with budget constraints. Guest comments/complaints with regards to all departments are forwarded to the Quality Office. 21. which positively enhances and supports the image of the Resort’s facilities. 12. Ensure all Food & Beverage material is kept tidy and well stored. 17. Ensure maximum empowerment is given to each restaurant in charge and associates are able to seek initiatives. 23. Minutes are to be recorded and documented accordingly. All end of the month reports are generated through the Finance Department and shall be reviewed on a monthly basis. 13. 19. so corrective action can be taken efficiently and promptly. where it shall be reviewed by the Director of F&B. Ensure adequate media promotion is carried out. thus ensuring efficient monitoring and continuous improvement is carried out throughout the F&B sector. containing the following details:  Number of covers/Food & Beverage Revenue/Total Revenue/Complains During the Operation/Kitchen Issued The log book shall be signed and forwarded to the F&B Office. A revenue meeting is held every week where F&B.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 11. along with any issues that need to be discussed from the previous day. Customer feedback will be devised through the Quality Office by recording the information on the company database. Ensure that prime costs (beverage/ food cost of sale and payroll) is kept within the budget frame. and sent to relevant departments immediately. 22. Always maintain breakage of material to the strict minimum through associate training and proper storage. 14. Sales & Marketing and Revenue can discuss current and new projects. 20. Ensure Beverage quality standards meet or exceed guest satisfaction and reflect the theme of the restaurants. creativity and overall Food & Beverage team motivation. services and events. Ensure briefings are carried out on a daily basis to keep associates informed at all times with new promotions. 15.

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures FOOD AND BEVERAGE : SERVICE REPORTING STRUCTURE General Manager F & B Director Room Service Manager Ast. F& B Director Banquet & Catering Manager Restaurant Manager Room Service Head Waiter Minibar Captain Banquet Supervisor F&B Secretary Head Bartender Head Waiter Room Service Ast Head Waiter Banquet Coordinator Station Waiter/ Captain Room Service Captain Banquet Captain Room Service Waiter Minibar Waiter Banquet Waiter Bartender Waiter Hostess Room Service Order Taker Grey boxes denote no job description available Ast Shop Manager Saleslady/ Salesman Cashier Delivery Driver Choc + Silver Supervisor Pancake and Waffle Maker Fruit Display Staff Cigar Room Staff Usher Barback BusBoy Banquet Sales Executive 8 .

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures COFFEE SHOP SERVICE REPORTING STRUCTURE: Operations Manager Headwaiter Captain Captain Bartender Captain Waiter Restaurant Bar boy Bus Boy 9 .

from one side board. 10 . It is the restaurant manager who sets the standard for service and is responsible for any staff training that may have to be carried out on or off the job. The headwaiter will aid the reception headwaiter during the service and will possibly take some orders if the station waiter is busy.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Coffee Shop manager This person has overall responsibility for the organization and administration of particular food & beverage service areas. floors. grill rooms. Captain/section supervisor Captain has the overall responsibility for a team of staff serving a set number of table. who is the second in command of the station. and be able to instruct other members of the staff. She or he will take the order and carry out all the service of the table with the help of waiter. The headwaiter helps with the completion of the duty roaster and holiday list and may relieve the restaurant manager on their off days. He must have a good knowledge of food & beverage and its correct service. Busboy This person is next seniority to the waiter and assists where necessary. During the pre preparation period some of the cleaning and preparatory task will be carried out by him. These may include the lounges. restaurants and possibly some of the private banqueting suits. Both the waiter must work together as a team to provide an efficient and speedy service. Duties:          Train staff Make briefing before every shift Co-ordinate between management and staff Make daily report for service Read and sign the log book Handling guest complaints and finding solution Co ordinate between kitchen and restaurant before service Communicate with the guest (PR) Co ordinate with the other department if there is any special event Head waiter/maitre d'hotel/supervisor This person has overall charge of the staff team and is responsible for seeing that all the duties necessary for the pre preparation for service are efficiently carried out and that is nothing is forgotten. which could be anything from 4 to 8 in umber. Station waiter/chef de rang The station waiter must able to carry out the same work as the captain and relieve him on off days. He or she may make out duty roaster holiday list and hours on and off duty so that all the service areas run efficiently and smoothly.

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures KNOWLEDGE OF FOOD & BEVERAGE The staff must have sufficient knowledge of all the items on the menu and wine list in order to advice and offer suggestion to customers. what its accompaniments are. Further more they must know how to serve correctly each dish on the menu. the correct cover. the make up the dish and its appropriate garnish. and also how to serve various types of drinks. 11 . in the correct glass and at the right temperature.

MAINTENANCE STORES HOUSE KEEPING ACCOUNT AND FINANCE : : : : 12 . Purchasing all stocks of both food and beverages items. Purchasing debtors and Creditors. messages or reservation Maintaining all furniture.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures HOURS OF WORK HOW THE FOOD AND BEVERAGE DEPARTMENT RELATES TO OTHER DEPARTMENTS WITHIN THE ESTABLISHMENT: KITCHEN FRONT OFFICE : : Producing food for service. Accepting. customer billing. Fixture and fittings. Room service food order. transferring Telephone call.

Advise the guest of the appropriate dress code for the restaurant and inform that the reservation will be held for 30 minutes after the ‘dining time’ before the table is released. The name of the person who has taken the reservation. Most complaints are due to miscommunication between the F&B Office and Front Office/ Resort Relations regarding details such as smoking/non smoking.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures STANDARD OPERATING PROCEDURES Department Task Responsible for SOP Date Issued Document Reference # F&B S 001 Food & Beverage: Service TAKING RESERVATIONS Food and Beverage Director Policy Table bookings will be taken for the following out Our coffee shop work on a “first come. first serve” for guests. non smoking. 13 . Reservation will be taken directly by each restaurant straight on the reservation book and whilst the Coffee Shop is closed the reservation book will be at the FO for all the reservation to be taken. seating preferences. the Receptionist/Hostess will sign the completed form and give the white copy to the guest for their reference. time. The following details will be noted on the reservation form:     Name and room number. the view. Guidelines Approximately 50% of Food & Beverage bookings are taken by Front Office or Guest relations. the date and time. An additional problem is that guests tend to turn up at the wrong outlet or at the wrong time. Receptionist/Hostess will call the F&B reservations and confirm availability of the booking as per the requirements. smoking. Ensure all details are confirmed before issuing the white copy to the guest. Procedures Booking Process Food & Beverage (In House Guests) A table reservation form with three copies will be completed and allocated as follows. If F&B reservations confirm the booking. etc. number of persons booked or table preferences. other Preferences of guest and mobile number. dining day and time. baby chair. Receptionist/Hostess can book directly with the restaurant during the actual outlet service time. the rest are received through the direct line of F&B or by guests who are frequently visiting the Coffee Shop. number of guests Restaurant name. Thank the guest. timing of reservation. terrace. Booking at Front Office desk or Resort Relations desk will be handled as follows:      Receptionist/Hostess will greet the guest and take down the relevant details by ticking the Boxes required such as outlet.

Taking Outside/External Guest Reservation Outside guest booking to be taken straight to the Reservation Book designated to each Restaurant outlet.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures   In cases where booking requirements cannot be accommodated If the Receptionist/Hostess is unable to obtain a booking confirmation from F&B reservations i. A confirmation during daytime will be guaranteed within 60 minutes to the guest.e. and advise the guest if external guest that a confirmation of the booking will be posted in his room via message log (Fidelio Front Office).   14 . mark the form with TENTATIVE BOOKING (hand written). If each restaurant outlet not available then reservation is to be taken by the Front Office. they must record all the guest details and requirements on the same form. It will be the responsibility of the Receptionist/Hostess to follow up on all booking enquiries received until confirmation is guaranteed. closed/does not answer the phone.

Collect all Communication and Reservation Books from the Front Office. 15 . Collect the cash float and rooming list from Front Office. head Preparation   Prepare all condiments. Collect Linen for the day’s operation Check that side stations are clean and well prepared with cutlery. Collect and Check all requisition forms made during the previous night operation. (After opening the restaurant the key should be with out let manager/asst. and hand over to the Supervisor in-charge of the Outlet.) Switch on lights according to the light mood setting. Check for any memos or printed material. Switch on Coffee machine. (responsible appointed person from morning shift) Sign in the Key Register.. Switch on Music. crockery and glassware. Check all equipments such as wine buckets etc.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Procedures Opening the Outlet                  Food & Beverage: Service OUTLET OPENING DUTIES Food and Beverage Director F&B S 002 Collect relevant restaurant keys from Security Office. Go thru the night shift information book for more dilates or information. Check and Switch on the A/C.manager or waiter.(responsible appointed person from morning shift) Check respective Restaurant pigeon hole. Sign your name. Open all doors where applicable. Check for non-available items. restaurant and date.

 All Outlet Managers/Supervisors to act accordingly.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures   Check for any special dishes of the day. Outlet Logbooks  Outlet logbooks (information book) must be kept for a period of 12 months for reference. Station Assignment/s etc. Discuss about guest complain and how to avoid it. Discuss about sales repots and our budgets. Pre-shift meeting (Briefing)         Briefing should be conducted by the Restaurant Manager/Supervisor everyday before the start of each shift. Restaurant Manager/ Headwaiter to encode the running low/out of stock item/s to the MICROS system and update the staff as well during service Inform associates of available. Check the appropriate Table Set up according to reservations/bookings for the day.  All Outlet Managers/Supervisors to act accordingly if any complaints are recorded. 16 . After briefing Waiters/Waitress to double check the table set up according to the standards and make sure everything is set up according to standard set up. VIP guests. running low or non available items. Bar staff have to inform about the running low or out of stock menu items and daily as well. Chef to inform/brief the Restaurant Manager/Headwaiter/ about the running low or out of stock menu items and daily specials as well. Specials Weekly Rota  Weekly Rota for all levels of associates should be kept for a period of one month after expiry for future reference. .

Whipped cream machine and Plates heater machine.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Procedures Re-Set Tables   Food & Beverage: Service OUTLET CLOSING DUTIES Food and Beverage Director F&B S 003 Re-set tables for the next day’s operation Check all side stations for used equipment. Hand over cash sales and checks in accordance with Cashiering Procedure. Crepe and Waffle machine. Sign out of key register at the security. Knefeh machine. Switch off all lights. Switch off music system. 17 . Fill up maintenance request if needed. outlet name and date. Coffee machines. Hand Over of Cash Sales and Checks to Front Office     Hand over the Coffee Shop keys to the Security. Closing the Outlet       Close all doors (where applicable) Prepare and organize requisition for next shift operation. Coffee Shop must be left clean and tidy at all times. Sign your name.

Stand correctly and maintain eye contact when talking to the guest. (Remind that smoking is allowed only in the terrace premises of the coffee shop) Ask the guest to follow you and lead the customer. the menu and the ingredients. or outside table.Preparation      Ensure you have detailed knowledge of the products (food & beverage). Always offer chair assistance.smoking. 18 . Ensure the guest is seated within 1 minute of arrival. provide suitable recommendations.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Greeting & Seating         Food & Beverage: Service SEQUENCE OF SERVICE Food and Beverage Director F&B S 004 Make yourself aware of customers at all times and maintain a general care of them as they are walking into the Coffee Shop. only act when a guest requests this option. Ask the guest for his/her table preference is smoking or non. men and host last. Seat guests only at fully laid tables and assist with seating. Start with ladies first. Inform of any special items and provide full explanations. Always Look back to see whether guest is still following. Greet the guest within 15 seconds in a pleasant and friendly manner. Ascertain guest’s name and use guest’s name at each appropriate moment. but don’t automatically give this. followed by gentlemen and always the host last (if host is a lady take her order after the last lady guest). Order Taking. If the guest has preferences. Prepare pen and order taking pad before approaching the table within 5 minutes of giving the menu. Always offer a menu orientation. Give help to remove coat/ jacket if needed(lady first) Menu Presentation and Orientation     Present menu open and begin with children. ladies first. do not be led by the customer. ladies. Maintain conversation throughout the order taking process.

is everything to your satisfaction? Clearance  Clearance: DO NOT CLEAR ANY PLATES BEFORE EVERYBODY HAS FINISHED. XXX. “Excuse me Mr.   Check Back  Check back – always return to the table to enquire if everything is satisfactory. gentlemen (host last). always offer the guest a refill if their drink is nearly empty.00 PM. may I repeat the order”? Always thank the guest. ladies. Offer extra napkins (paper napkin) if they fall on the floor or appear dirty.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures      Service         Repeat the order to the guest straight after taking his/her order. Extra cutlery to be placed if required. gentlemen followed by the host last.00 AM till 12. children. Change ashtrays on a regular basis. start with children. Remove all cutleries that were placed for the particular dish. Serve order when ready from the Kitchen or section. Beverage should be served within 3 minutes from ordering. While holding plate never put your finger inside the plate surface Food is to be served within 10-15 minutes of order. dessert is to be served within 5 minutes of order except Crepe and Waffle it takes the same time of preparation as food and served form the right hand side where possible. Beverage orders should be taken within 2 minutes of the food order being given. ladies. Review the table for extra drinks. ( if any guest request for clearance do it to the who asked only ) Re-check the table for any additional service points. Normal opening time is from 7. Regularly enquire with the guest whether everything is to their satisfaction. Place the order with the kitchen or the assigned section and indicate to the Chef any special requests. Ensure that cutlery is placed to accompany the order. XXX. when presenting the dishes present as follows. Menu should be taken away at the same time waiter/waitress finishes taking order. “Excuse me Mr.  19 .

20 . Crumb Down  Wipe down the table if appropriate with a napkin and side plate. Dessert   Place desert cutlery if not already placed. Use service tray and serve within 5 minutes of order. Offer additional coffee or tea refills Always ask the guest whether he wants coffee with the dessert or after. Thanks the guest for visiting our place Departure/Farewell  Thank guest by name and wish them a pleasant evening. Check Presentation           Never present the check to guests without first being asked. Offer a drink with the dessert. Credit Card – associate must verify signature or use PIN. XXX?” Offer the guest choices for both tea and coffee i. Serve and clear next course to the same standards as appropriate and remove additional side plates & cruets using a round service tray( when clearing glass always use a tray). Turkish. Handle discounts where applicable obtaining relevant details. and presented with a hotel pen in a clean bill folder. Mr. The check must be clearly itemised and correct. Never wipe crumbs onto the floor. Ask the guest whether everything was to their satisfaction. Hot Beverage Service     Offer the guest the option for coffee or tea: “May I offer you a selection of coffee or tea. espresso etc.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures  Dishes to be cleared within 3 minutes of all guests’ finishing. Ensure check is accurate. or 5 minutes of the dessert being cleared.e. Never stay behind the guest when he is paying Check if guest forget something before his departure Cash payment receipt to be automatically offered. this should be presented within 1 minute of being requested.

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 21 .

terrace table or if they have any special requirements e. Seating the Guest      All guests should be seated as soon as possible upon arrival. Never say to the guests: follow me. Use guest’s name. child seat. The waiter/waitress should ascertain the guest’s name and this should be used throughout interactions where possible.  The host/waiter should always seat the guest at a fully laid table. (If the table is not available apologize to and offer another table closest to the guest preference. but rather say: This way please. Good morning.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Greet the Guest      Food & Beverage: Service GREETING AND SEATING Food and Beverage Director F&B S 005 Guest should be greeted or acknowledged by the Hostess. Pace your walk according to the guest and look back to see if guest is following and wait when necessary. Always use eye contact with the guest. Special Requests       Check the availability of tables. Ascertain number of persons.g.(If Applicable) Guest should be asked whether they would prefer a smoking/non smoking table.e. Headwaiter or the closest staff member within 15 seconds upon entering the Coffee Shop. Inform guest how close His/ Her table in the smoking area. Associates should always smile. Greet guest with the time of day i. Guests should be offered the choice if available whether they would like a window table. Good evening Mr. Guest should be greeted in a friendly and pleasant manner./Mrs. Ascertain guest’s name and room number. XXX. The Hostess/ Headwaiter should escort the guests to their table. 22 . (Pacing is at least 2-3 step ahead of the guest/s) Always use the least distance going through the guest/s allocated table.

then gentlemen and host last Use baby chair if requested 23 .) Help if guest want to put off his coat/jacket. Ensure that you seat ladies first. lady first After seating the guest/s inform them of the staff that will attend them very shortly.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures      Chair assistance should always be offered to the guest. (If applicable politely assist the guest/s in taking off His/ Her suit or jacket.

The menu should be presented already open on the first page. English/Arabic. Always use guest name where known. ( when appropriate) Menus    Menus should be clean.e. at least that of the host. Always smile. If not known. Present the Menu    The menu should be presented from the right hand side. Be sure you are able to answer any queries from the guest regarding menu items. ensure that you follow up and confirm back to the guest. If host is a lady she will then be presented with the menu last amongst the lady. (above 5 yrs below 10 years) If no children are present then ladies should be presented with the menu first. If children are present they should be presented with the menu first. followed by the gentlemen. 24 .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Body Position      Food & Beverage: Service MENU PRESENTATION Food and Beverage Director F&B S 006 When presenting the menu stand to the right hand side of the guest Avoid direct guest contact. Check that you present the guest with the menu of their preference i. the host will always be last. Avoid leaning over the guest Maintain eye contact when talking with the guest. in good condition. Announce to the guest “the menu Sir/Madam”    Menu/Product Knowledge   Always inform the guest of any specials of the day. free from any stains and bad odor. Manager and Headwaiter should be aware of any item that is not available on the menu.

kitchen or sections runs low of any menu items the Chef is to update the Coffee Shop Manager or the Headwaiter of the situation and the latter to communicate the information to all concerned staff.  Department Task Responsible for SOP Food & Beverage: Service TAKING BEVERAGE ORDER Food and Beverage Director 25 . sauces.e. additional condiments. If there is any special food request made to the waiter/waitress. just always remember to ask the Chef before confirming to the guest by Yes or No. dietary requirements etc. If during middle of the service.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures    Try to accommodate any reasonable off menu requests. i. Inform the guest if anything from the menu is unavailable.

O. her order will be taken last amongst the rest of the other ladies then gentleman last. regular. Whether a guest requires tea or coffee. offer a selection of both beverages. Turkish coffee.T as per food order. F&B S 007 Write Order Correctly  Write K. within 5 minutes of ordering. i. Ladies beverage orders should be taken before gentlemens’. Confirmation        Ensure the order is repeated slowly and clearly back to the guest to prevent any mistakes from occurring. Thank the guest Gather together the menus Return the menus to the service sideboards Serve drinks accordingly. Order should be taken within 2 minutes of beverage order or when the guest is ready. liquor coffee etc. If host is a lady.e.e. Inform guest of cooking time if there are food order that will take more time than the regular menu item/s. still/sparkling) in addition to other beverages. Ascertain preferences. Offer guest alternatives if available such as hot chocolate. Ask the guest whether hot or cold milk is preferred. Check back with the guest that the order is correct and understood. Taking Tea/Coffee Orders      Always automatically offer the guest tea/coffee after their meal. Always offer water (ascertain type of water i. If children are present their beverage orders should be taken first.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Date Issued Document Reference # Taking Beverage Order       Waiter/waitress should have good product knowledge of the beverages available within the establishment to assist guests when required. Be able to recommend drinks with the appropriate meals. Check and write any missed out orders. ask guest if they prefer ice in their drinks. 26 . Ascertain preferences. decaffeinated. If tea is requested then offer the guest a selection of teas on his table for his choice. for example cappuccino.

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures   Confirm back the order with the guest. Refills should always be offered. Acknowledgement Always thank the guest and use the guest name whenever possible. Write order correctly Serve orders. 27 .

Glassware should be clean and free of any chips or cracks. In the case of bottled/canned or mixed drinks. Associates must offer an additional beverage within two minutes of drinks being empty. these should be poured in front of the guest and not pre-poured. Announce the drink order to the guest before placing on the table to ensure that guest receives the correct drink. Always place beverage order on top of a hotel branded coaster if table cloth is not applicable to the outlet. Glassware should be matching in pattern and consistent throughout the restaurant. Waiter to handle glass from stem or base at all times. Drinks to be served in the correct glassware. Waiter to supply and place drinks as requested. 28 . Service of Beverage Order            To be delivered to the guest on a restaurant tray. Drinks should be chilled if applicable. In case of a mixed drink a stir stick is to be provided. Any garnishes should be fresh and appropriate. Drinks should be served from the right side of guest if space allows. Always ask the guest if they would like a refill.. Refilling of Beverages    Waiter/waitress should offer replenishment when the glass is one third empty.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Beverages  Food & Beverage: Service SERVING BEVERAGES Food and Beverage Director F&B S 008 Drinks should be served within 5 minutes of taking the beverage order.

In the case of filter coffee offer to pour for the guest. Sugar Selection  Tea   A variety of Tea bags should be offered.   Service of Tea/Coffee    Place tea / coffee cup with saucer and teaspoon on the right hand side of the guest. 29 . All crockery used in tea/coffee service should be clean. Ensure that all tea bags are within their shelf life. An assortment of branded white and brown sugar must be provided as well as sweetener.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Coffee/Tea Service     Food & Beverage: Service TEA/COFFEE SERVICE Food and Beverage Director F&B S 009 To be carried out after service of dessert or when requested by the guest. Milk / sugar bowl should be placed in front of the guest. Filter coffee should be made at regular intervals so that it is always fresh and of the correct temperature. Tea/coffee pots should be placed beside the cup. All trays should be clean and well polished. Tray for Service  Prepare tray for Coffee service:  Coffee cup/saucer/teaspoon  Sugar bowl  Jug with milk (Always check milk quality and freshness)  Coffee pot (Always check condition. must be free from any stain and chips) Tea Order:  Tea cup/saucer/teaspoon  Sugar bowl  Jug with milk (Always check quality and freshness)  Tea pot with boiling water  Selection of Tea bags. free from any stains and chips.

(2 cookies or 2 pieces of chocolate are to be served for one pot of tea/coffee) Cookies or chocolate to be served on a side plate. Sprinkle chocolate powder only when requested by the guest. Service of Turkish Coffee (if applicable)    Turkish coffee to be prepared as per the guest request. Cookies or Chocolate   To be served to guest when they order tea/coffee separately. To be prepared in a Turkish coffee pot. Department Food & Beverage: Service 30 . Serve a small glass of chilled water along with the coffee. Small glass of chilled water along with the coffee order to be served.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Use of the Coffee Pot    For coffee orders Pour coffee from the right hand side where possible Serve a small glass of chilled water along with the coffee order. Coffee types (other than filter coffee)      Cappuccino Latte Espresso Turkish Macchiato Service of Espresso  Demitasse cup / spoon / saucer Service of Cappuccino     Coffee cup/saucer/teaspoon Always sprinkle cinnamon powder on top of the cappuccino. Pour on a demitasse cup in front of the guest.

Clearance from Side Station 31 . (Stack maximum 4 Plates. Clearance of Glasses      Empty glasses to be cleared by using a service tray. Clearance of Cutlery     Respective cutlery also to be removed. Replace glasses where necessary Always clear empty/soiled glasses by its base/stem. Clearance of plates          Use the two plate clearance method. Condiments that comes with any dish to be cleared upon completion of that dish. side knives. Always from the right if space allows. Avoid guest disturbance. Use left forehand for stacking. Crockery/cutlery should be cleared on a buss tray into the stewarding area of the kitchen. Always clear from the right if space allows Avoid guest disturbance Clearance to be carried out course by course Associates should remove side plates.avoid guest disturbance To be carried out by using a tray once the food order has been taken.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Task Responsible for SOP Date Issued Document Reference # Clearing Methods  CLEARANCE METHODS Food and Beverage Director F&B S 010 Plates should be cleared within 3 minutes of all guests finishing their meals. Extra cutlery should placed at this time depending on the guest order. Covers where no guest is seated should be removed all together with the cutlery. course by course. This should be carried out from the right hand side if space allows. Unless requested by the guest otherwise.) Right hand for clearance. butter and cruets on completion of main course.

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures      When clearing side stations.e. never disturb the guest if they are passing i. To be carried out after the main course. Before sweet/dessert is served ensure guests have dessert cutlery available on the table. always let a guest through first when passing your way. Stack equipment neatly and in an orderly fashion. To be carried out using a side plate. Clear into the stewarding area of the kitchen. Crumbing Down the Table ( If Applicable)    Crumb down the table from the right depending on the table position. 32 . Do not overload the tray to prevent breakages from occurring. Placing Extra Cutlery   Automatically offer desserts after main course. Carry out clearance by placing all used equipment on a clearance tray.

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Clearing Ashtray  Food & Beverage: Service CLEARANCE OF ASHTRAYS Food and Beverage Director F&B S 011 Ashtray should be clean and free from any chips/stain. Avoid ash spilling. Service Tray   Should be clean and well polished Ashtray to be placed on the service tray Procedure        Carry clean ashtray on a tray. 33 . Ashtrays to be checked and cleared after every course or when required. Ashtray should be clean before placing food on the table. Clear dirty ashtray: Clean ashtray to be placed on dirty ashtray Remove both ashtrays from the table on to the tray. Once the dirty ashtray has been removed. This should be carried out from the right hand side if space allows. presented as above. place clean ashtray on the table. Clearance    Ashtrays should be cleared after each cigarette has been finished.

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Choose Equipment   Food & Beverage: Service GLASSWARE POLISHING Food and Beverage Director F&B S 012 Select glass cloth.Cloth should be clean. Hold glass stem and dip the mouth in the water Hold one end of the glass by the stem and use the other hand for wiping. Method     . Ensure that the glasses are not chipped and that there are no fingerprints/ marks on the glass.Water should not be too hot. the bucket should be clean and free from any odour. 34 . Select bucket with hot water. dry and absorbent and free from any odour. Place the wiped glass on a clean rack/clean tray.

Ensure when placing cutlery on the table that it is to the required standard. 35 . Have the empty cutlery rack in front of you. All cutleries should appear without stains/smear marks. *Note: Do not touch the cutlery with your hands After it is wiped place in the cutlery rack Standard     Whilst wiping check if the cutlery is clean and completely dry. Prepare empty plastic cutlery rack. and should be well polished. Place the cutlery in hot water bucket Take one end of the linen cloth and lay on your left hand. Method       Ensure the cutlery is not damaged in any way. Take some cutlery.Ensure that the cloth is clean and absorbent. DO NOT USE NAPKINS AT ANY TIME. take the other end of the linen cloth and by your right hand start wiping them one by one.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Choose Equipment    Food & Beverage: Service CUTLERY POLISHING Food and Beverage Director F&B S 013 Select cleaning cloth. Use empty rack to place clean unused cutlery in. Select ice bucket with hot water.Check that the rack is clean.Make sure the bucket is clean and free from any odour. holding them in your left hand. Only use discarded linen cloths provided by linen room.

should be used. The cloth should always be clean and free from any odour. stains and food debris. DO NOT USE NAPKINS AT ANY TIME. Method    Hold plate in one hand and use the other for polishing each chinaware item.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Choose Equipment  Food & Beverage: Service CHINA WARE POLISHING Food and Beverage Director F&B S 014 Select Cleaning Cloth. Chinaware is polished from both sides. 36 . Chinaware should be free from any chips. which have been issued from the linen room.Only cloths.

Before it is given to the stores it must be given to the outlet-in-charge to check and approve. preferably the day before the goods are required. Procedure          Take empty “Store Requisition” form and fill it in according to the enclosed example. Once the requisition has been signed it can be taken to the stores. Always check if the goods and quantities are the same as detailed in the requisition. Stationary Requisition Made once a week and goods can be collected from the stores only on Sunday or as agreed by the management. The requisition should be given to the storekeeper.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Two types of Requisition     Food Requisition Food & Beverage: Service PLACING AND CONDUCTING REQUISITION Food and Beverage Director F&B S 015 Can be collected from the stores any day except Friday when the store is closed or as agreed by the management. Collect the goods from the stores. Make a separate requisition for food and a separate requisition for stationary. Take the green copy of the requisition and give it to your outlet in charge where it will be kept for documentation Green copy to be filed by outlet In-Charge for stock and reference 37 . Put requisition in log book for Head of Department to check and sign.

Uniform Cleanliness         Cloth Uniforms Wear issued uniform as specified by Director of F&B Check the uniform that you collect from the linen room is clean. Check that the uniform has the correct number of buttons and that none are missing. not too short or too long. Do not smoke whilst on duty. Do not scratch and touch skin. Name Badges Badges should be clean and worn at all times. Always take a bath/shower daily before reporting for work. hair. Shoes and socks should both be black 38 . Always wash your hand (starting from the wrist up to the fingertips) thoroughly using approved soap and then apply sanitizing lotion/liquid. free from tears and frays and well pressed. If you do have contact you should wash your hands immediately.  Shoes   Well polished and not damaged. These should be worn in a prominent position for guests to see. Wash hands and face in designated areas only. certainly after each visit to the toilet. nose etc as bacteria are present on the skin which can cause possible risk when it is transferred. Do not chew gum or food whilst on duty. ears.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # General Rules While on Duty          Food & Beverage: Service PERSONAL HYGIENE AND UNIFORM Food and Beverage Director F&B S 016 Wash your hands regularly. Trousers should be at the correct length i.e. Use plain / simple belts if required. Do not pull or stroke hair in public. Always use deodorant body spray only.

Jewellery  Do not wear bracelets. No high heel or platform shoes are allowed. 39 . ornament rings or necklaces whilst on duty.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures    Shoes should be with simple lacing no big ornamental buckles.

The corporate training function will arrange the following training. F&B Office Training Programme       It will be the responsibility of the Service Manager to issue the monthly F&B training programme. It is the responsibility of the Assistant F&B Director to ensure that all training records are current and up to date. Training reports will be discussed during the bi-monthly F&B meeting. 2 hours every week will be allocated to the preparation of training.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Outlet Training     Food & Beverage: Service MONTHLY TRAINING Food and Beverage Director F&B S 017 Outlet Managers or Head Waiters/ Waitress will submit their training calendar to the Food & Beverage th Director on the 25 of every month 4 hours a week will be allocated to training. Food & Beverage training will be conducted all year Copies of training records will be submitted to the Training Manager. Corporate Training       The training schedule will be issued by the Training department. Language Training. Food & Beverage Training Calendar 2. Training Attendance Record 3. The Assistant F&B Director will be responsible to ensure all associates scheduled attend the training. Fire Safety. The Assistant F&B Director/ Restaurant Manager will be responsible to coordinate and schedule the attendees. Follow up training for the above will be coordinated by the Assistant F&B Director. Training will be conducted by the Outlet Manager or the Supervisors Training records will be submitted to the Food & Beverage Director. The training programme / calendar will be forwarded to the Corporate Training Department. Training Forms & Records 1. Supervisory skills etc. Food Hygiene. Telephone Etiquette. First Aid. F&B departmental training 40 . Extra mile Training.

Department Task Responsible for SOP Food & Beverage: Service LOST PROPERTY Food and Beverage Director 41 . Outlet training record.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 4.

the head waiter or supervisor should list the items contained in the wallet with the waiter who found the wallet. The list must be dated and also indicate where the article was found and at what time.       Department Task Responsible for SOP Date Issued Document Reference # Food & Beverage: Service RECORDS Food and Beverage Director F&B S 019 42 . The office should also see proof of identity of the person claiming ownership. If he/she is still in the area. Before the lost property office hands over any lost property. The supervisor or headwaiter should check with reception and the hall-porter to see if the guest has left the building. If the guest is a regular customer. the wallet should be kept in the lost property office until the customer’s next visit. A copy of this list should go with the wallet to the lost property office where the contents of the wallet must be checked against the list before it is accepted. In the case of all lost property.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Date Issued Document Reference # F&B S 018 D. it is possible that the head waiter or head porter may know where to contact him/her to call for the wallet. If the guest has left the service area. the guest should be asked to sign for the article concerned. If the guest is a regular customer but cannot be contacted. The details of the find are then entered in a lost property register. the waiter should hand the wallet to the head waiter or supervisor in charge. also giving his/her address. Another copy of the list should go to the hall porter in case any enquiries are received concerning a wallet. On receipt of lost property. a description of the article concerned and its contents should be asked for to ensure as far as possible that it is being returned to the genuine owner. the wallet may be returned to him/her. If the owner has not been found or contacted immediately. recently vacated by one of the clients. Anyone claiming lost property should be passed on to the lost property office. Any lost property unclaimed after three months may become the property of the finder who should claim it through the headwaiter or supervisor. The list should be signed by both the head waiter or supervisor and the finder (Waiter).A waiter finds a wallet under a chair. The following steps should be taken:       A check should be made immediately as to whether or not the guest has left the service area. the above mentioned steps should be carried out as quickly as possible as this is in the best interest of the establishment and causes the guest minimum inconvenience.

6. Action taken. and for future reference should the need arise. 2. Name. All reports should be kept in case similar incidents occur at a later date. Nature of incident. The basic information that should be found in the report is as follows: 1. Date. Time 4. 3. address and phone number of the guest involved. Individual reports from those concerned and signed. 7. Place. and also of the staff involved.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures It is advisable that when an incident occurs a report is made out immediately. Department Task Responsible for SOP Date Issued Document Reference # Food & Beverage: Service SAFE CHEMICAL HANDLING Food and Beverage Director F&B S 020 43 . 5.

handling. Do not store chemicals in or close to food storage. Do not store chemicals in unmarked containers. Do read the labels of all products.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Safe chemical handling           Do know where the material safety data sheets are posted. or serving areas. Do not ever mix chemicals together. preparation. Do not leave aerosol spray containers near heat or spray close to an open flame. Do ask your supervisor any question or concerns you may have about using a certain product. before you use them. Department Task Responsible for SOP Date Issued Document Reference # Food & Beverage: Service PREVENTING FALLS Food and Beverage Director F&B S 021 Preventing falls 44 . in case of an emergency. Do follow the directions for proper storage. and use for all chemicals you use. Do not dispose of any empty chemical container until you have checked on the label for how to do so. Do know how to call for medical help. and read them.

and other sharp objects Remove can lids entirely from cans .do not use your hands Use special container to dispose of broken glass . and do not run Follow established traffic patterns Carry dishes and glassware carefully Sweep up broken glass . dishes . then dispose of them Department Task Responsible for SOP Date Issued Document Reference # Food & Beverage: Service PERSONAL APPEARANCE Food and Beverage Director F&B S 022 Personal appearance 45 .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures           Wipe up spills immediately Use “wet floor” signs Wear shoes with non-skid soles and heels Keep isles and stairs clear Walk.

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Your overall image is our image. You make a distinct impression on each of our guests. A smile is a part of your uniform. as it clings to glassware.  You are responsible for keeping your uniform neat and clean at all times. Always remember….     Do not wear scented lotion on your hands. reflect cleanliness and wholesomeness at all times. There is no excuse for reporting to work out of uniform. You are entrusted with handling our guests’ needs and must. therefore. Department Task Responsible for SOP Date Issued Document Reference # Food & Beverage: Service SUGGESTIVE SELLING Food and Beverage Director F&B S 023 SUGGESTIVE SELLING 46 . The image you create can enhance or detract from our overall concept and the way our center is perceived in the minds of the guest. Do not report to work with an un-pressed or dirty uniform. At no time will employees chew gum or eat while in the public areas of our store. or un-kept hair.

“Would you like to try our hot chocolate topped with whipped cream?” With party people. be sincere and honest. If they enjoy themselves. You are doing the guest a favor. “How about a Long Island Iced Tea or a Margarita?” An older couple. Many of our guests are not familiar with our daily specials. You had to sell the (center name) Management team on your ability as a bartender. Your goal is a satisfied guest who enjoyed their experience and wants to return. Effective suggestive selling is subtle. “Would you like a (offer them a cocktail)?” Do not confuse suggestive selling with overloading your guests with beverages or food. Recommend items you know are superior and you are certain they will enjoy. Department Task Responsible for SOP Date Issued Document Reference # Basic first aid emergencies Objectives: Food & Beverage: Service BASICK FIRST AID EMERGENCIES Food and Beverage Director F&B S 024 47 . Be aware of what the guest is ordering and make sure he understands what he is getting. Always do what you truly believe is in the “guest’s” best interest. Our customer is “sold” on (Center name) before they come in. As their intermediary.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Selling is a part of everyone’s life. you are in the position to smooth the way for a confused guest. People don’t like to be “SOLD”. Read your guests and suggest appropriate cocktails:    On a chilly evening. chances are they will return and “us” to someone else. Above all. NEVER EVER SELL! Always allow the guest to finish ordering before you start suggesting. looking after his best interests by offering your knowledge and expertise and making honest recommendations.

apply a bandage or plaster depending upon size of wound Arrange for medical attention as soon as possible . prevent injuries from worsening. etc . Treat the situation( if possible) while awaiting qualified specialist assistance 4. any important facts or details about the casualty or circumstances of the accident must be given to the ambulance person .can you detect burning. and important treatments of dressing wounds and supporting injured bones may be attempted ONLY by qualified first aiders                   Mouth to mouth Clear anything from the mouth ie dentures Incline head back Pinch nose closed Open mouth Seal his mouth with yours and blow Look along chest to see if chest rises fully Move your mouth away When your chest falls. medical situation as early possible after the accident / injury arrangements must be made to move the casualty to a doctor . Diagnose the situation   Listen to the others to find out what happened Smell. 48 . heart or severe bleeding difficulties . if necessary MINOR BURNS AND SCALDS Dos – reassure the casualty Immerse area of burn in clean cold running water for at least 10 minutes Remove any rings. dirt. clothing (unless stuck) before area swells. take in fresh air and repeat Once started you must continue until causality breathes on own or ambulance / doctor arrives Wounds Pressing directly on a wound flattens the blood vessels and stems the flow of blood Pressure needs to applied for 5. and promote initial recovery Your responsibility At any accident or sudden injury situation you must be aware of four key steps to follow 1. Assess the situation     Appear calm in front of colleagues or guests Take charge – do not panic Ensure safety Get help immediately 2.15 minutes to allow blood to clot Ensure no foreign bodies are present ie bone glass.) easing problems of breathing . gas .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Recognize the basic techniques that may be used to preserve life. before pressing Press on the wound with a clean dressing ie towel (not cotton wool) Raise and support the injured limp After 5/ 10 minutes . doctor urgent treatment ( i. or alcohol 3.e.

If the sting is still in the skin. Clean the area around the puncture. and heart may have stopped  Possible burns and shock  Never touch the casualty with bare hands  Switch off the power at mains if possible.  Arrange for removal to hospital. ELECTRICAL INJURY:  Casualty may not be breathing.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Cover burn with a clean dressing or Clingfilm/clean plastic bag If in doubt seek medical assistance. taking deep breaths Don’t give casualty anything by mouth until fully conscious . If on hand or upper limb. fat or lotion.(Don’t use this procedure for pregnant women or overweight casualty. If on over limb.  Give four quick blows with the heel of your hand.cough or breathe they are not choking. 49 . Place a sterile dressing around and the puncture marks. Send for medical help if required.   Use adhesive dressing or plasters Burst blisters or remove loose skin. Don’t – use creams.  Treat any burns. FAINTING:   If casualty feels faint help them to lean forward with head between the knees. Avoid squeezing the sac at the top of the sting as this will force more poison into the casualty. while supporting the chest of casualty with other hand on the breastbone.If necessary repeat sequence.) If NOT. Deliver these sharp blows rapidly and forcefully between the shoulder blades. CHOKING:  Act quickly –speed is essential (if casualty can speak . SNAKE BITES:      SCORPION BITES:  Treat as snake bite. TREATMENT: Only by qualified first aider  Commence mouth to mouth and/or chest compression.  Press fist into abdomen with four quick upward and inward thrust. STINGS AND BITES:      STINGS : Keep the casualty calm.). Reassure the casualty.  Immobilize the affected limb.and then only sips of water . immobilize the limb with a sling. remove it with a pair of tweezers. If they develop an allergic reaction seek medical help. tie both legs together.

drunk . keep warm. or see evidence of a variety of pests. Pay particular attention to background noises that you may hear on the telephone (e. Allow the casualty to smoke. SHOCK. Check breathing and pulse every 10 minutes. Obtain as much information as possible about the location of the bomb. place casualty in recovery position. IF ANY DOUBT INFORM YOUR MANAGER IMMEDIATELY………… Department Task Responsible for SOP Date Issued Document Reference # Introduction: Food & Beverage: Service PEST CONTROL Food and Beverage Director F&B S 025 Pest cause enormous amounts of damage and cost to food businesses. Types of food pests Within your area of your work you may welcome into contact with. Give casualty a hot water of bottle.) Listen carefully to the voice to tell if the caller is male or female.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures  Seek immediate medical aid. calm. Immediately caller hangs up notify management and the emergency services.      DON’T:     If casualty’s breathing or heart has stopped start chest compression. GUIDELINES FOR DEALING WITH BOMB SCARES AND ATTACKS In addition to normal emergency procedures consider the following point when a bomb threat is received by a staff member. Reassure if casualty conscious lie them down. The most common types include: 50 . Ask the caller to repeat the massage and try to record exact words. If breathing become difficult. engines running. young or old. and that the explosion could cause many deaths. music etc.         Keep the caller on the line for as long as possible. Search for and if possible treat cause of shock (burn/bleeding / fracture). As a member of the staff you must be ever vigilant in spotting tell-tale signs of infestation and report them immediately so that action can be taken. excited etc. Warn caller that the building is occupied. Many different species are attracted to food premises. try to determine accent. FRACTURE AND SPRAINS. Move them unnecessarily. vehicles parked nearby or strange packages etc. or vomiting seems likely. In general be wary of anyone acting suspiciously –unfamiliar. Give casualty anything to eat or drink. and are often the cause of serious food poisoning incidents.g.

crows. damage to packages. cockroaches. Firstly it is against the law to operate a food business while the food area is highly infested. 51 . larvae in dark corners. Droppings. and keep them closed. Pigeons. Domestic and wild varieties. loose feathers Smells.      Seal any openings into the building Rodent proof and fly screen doors and windows. brown stains on the floors. because of the threat of being bitten or stung. Much damage can be caused by pests through them gnawing cables and pipes.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Rodents: Flies: Insects: Birds: Dogs/cats: Remember: Rats and mice particularly' though you may also encounter other native species locally. bad odors and droppings can also be detected. The business suffers if customers become alarmed by the presence of pests. marking the way they move around the area. wasps etc. weevils. also evidence of gnawing at food or wood. flour mites silver fish. lice. Signs of pest infestation These tell-tale signs include: Rodents: Flies: Insects: Birds: Dogs/Cats: Black greasy stains on walls. and other indigenous species. REASONS FOR PEST CONTROL Pest infestation is bad news for all concerned. Whenever you spot any sign of infestation report it immediately to your supervisor so that preventative action can be taken. No one likes to work in an infested food area and staff will leave more quickly if no action is taken. and also because a food premise infested with pests is discomforting and will be discourage custom. etc. Dead or live bodies lying around. Evidence of food spoilages and foot or tail prints in flour. PREVENTIVE ACTION We must do all we can to protect the premises from access by pests. mosquitoes. Tidy waste areas and remove rubbish regularly Eliminate all places where pests hide and breed Keep store well lit. etc. Another concern is that pests will likely cause disease and food poisoning. Beetles. Bluebottles. droppings and rubbish strewn around waist areas. stock held in tight lidded containers stored off the ground and away from walls. house flies.

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Food & Beverage: Service MIS-IN-PLACE Food and Beverage Director F&B S 026 MIS-EN-PLACE (THINGS IN PLACE) Mis-en-place is all about planning Performing mis-en-place should involve everything ready in advance of our customers arriving.  Customers area cleaning  lights switched on  ventilation switched on  work area laid out properly  all equipment: working/cleaned/polished/inspected/laid out BAR      Espresso machine Crepe and Waffle machine oranges sliced lemons sliced shelves locked 52 . i.e.

in good condition.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures    water jugs filled Ice Cream Juice Bar N. Correct uniform/service cloth/name badge 3. pens. Accompaniments prepared for service NO 53 . four covers.e. Sideboards adequately stocked and prepared 9. Correct storage of cutlery. Station allocated 5. crockery. Check that it is free from sharp edges and sits evenly on the floor ensure that each station has sufficient tables of each size. Supply of new docket books. Staff on duty at appointed time 2.B: All the SOP’s for the bar are exist in tratieur SOP’s RESTAURANT     standard table setting in place background music on spare cutlery glasses ready The service mi-en-place checklist in this text should be used as guide to help you perform your mis-enplace before opening. and glasses 10. SETTING OUT TABLES To be set out tables you will need to:      Check that the table is clean. to sit two covers. Tables checked for correct lay-up 8. Menu items and service explained to the staff 4. bottle opener and matches 11. and six covers check that there is enough space around the table to allow efficient service and ease of movement ensure that the area around the tables is clean and uncluttered check that the chairs the correct type. Chairs and tables in correct position 7. in good condition. Room and equipment clean and tidy 6. clean and sufficient in quantity EXAMPLE OF CHECKLIST FOR MIS EN PLACE YES 1. i.

Procedure        Check the situation of the Coffee Shop Give hand over your designated area to your supervisor Not to the colleague. Appropriate set-up for billing and payment Department Task Responsible for SOP Date Issued Document Reference # Food & Beverage: Service BREAK TIME Food and Beverage Director F&B S 027 Standard No break will be taken without permission from the management. Display tables / doilies arranged 13. let supervisor give the handover to another staff Always keep patience to get a break Never take break beyond the time allotted Be smart in using time Lunch /dinner break. Air conditioning and lights checked if checked 19. 30 min 54 . Hot plate adequately stocked 14. Condiments replenished and clean 15. Reservations attended to 17. Smoking areas allocated 18. Table tops cleaned and polished where appropriate 16. Sufficient supply of clean and correct menus 20.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 12.

If possible provide a document that shows the exchange. 55 . Euro and GCC Currency. Procedure      Inform the guest about hotel currency exchange rate Inform that we can give change only in Qatar Riyal.USD. 15 min Refreshment 15min Department Task Responsible for SOP Date Issued Document Reference # Standard Food & Beverage: Service CURRENCY POLICY Food and Beverage Director F&B S 028 We accept QR . Rest all currency has to be changed from front office. Excuse yourself for not accepting other currencies. Always provide the option of paying in credit card.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures   Tea break.

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