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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 2 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 Taking Reservations F&BS 002 Outlet Opening Duties F&BS 003 Outlet Closing Duties F&BS 004 Sequence of Service F&BS 005 Greeting & Seating F&BS 006 Menu Presentation F&BS 007 Taking Beverage Order F&BS 008 Serving Beverages F&BS 009 Tea/Coffee Service F&BS 010 Clearance Method F&BS 011 Clearance of Ashtrays F&BS 012 Glassware Polishing F&BS 013 Cutlery Polishing F&BS 014 China Ware Polishing F&BS 015 Placing and Conducting Requisitions F&BS 016 Personal Hygiene and Uniform F&BS 017 Monthly Training F&BS 018 Lost Property F&BS 019 Records F&BS 020 Safe Chemical Handling F&BS 021 Preventing Falls F&BS 022 Personal Appearance F&BS 023 Suggestive Selling F&BS 024 Basic First Aid Emergency F&BS 025 Pest Control F&BS 026 Mis- in-Place F&BS 027 Break Time F&BS 028 Currency Policy CUSTOMER AND YOU (UNDERSTANDING THE INDUSTRY) WHAT IS CUSTOMER ABOUT?
FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 3 Tourism is about people who travel away from their familiar home environment. Of ten 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 conferenc e or even a sporting like the World Cup Cricket series or the Olympic Games (either as spect ators 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 wh ile departing national setting off for another country Outbound tourists. Tourists can be described by their reason for traveling. The term holidaymaker a nd 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 thei r 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 comm on 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, ac tivities 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.
FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 4 Government departments with tourism responsibilities (transport / planning and d evelopment / policy making / immigration / customs and excise / licensing and regulation / de stination 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 plac es where they normally live and work, and their activities during their activities stay at the se 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 a lso 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 t ypical 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 / cust omers 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 exceed ed 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 ski lled 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 the se skills. Never forget that people are the most important asset to any hotel. You must nev er under estimate the importance of your role in providing the guest with a pleasurable e xperience.
FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 5 SOCIAL SKILLS We have previously mentioned social skills, and what we mean by this is interact ing 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. Good smile 2. Eye contact 3. Correct greeting 4. Good body posture You will know from your own experiences as a customer the difference made by a w arm, friendly greeting, from the person serving you. Your own greeting to customers should alw ays 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 est ablishment. 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 gre etings are "Good morning", "Good afternoon", "Good evening", and "Good Night". Usually a sequence of events happens when a gust enters a restaurant. This is ca lled the meet, greet and seat sequence, because firstly we meet the customer, followed by a gre eting 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 y ou 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 deviati on. 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 al so be general staff information such as working hours, grooming and hygiene standards, expected leve ls 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 procedu re the Departmental Head concerned should produce a draft which should be agreed with t he General Manager. .
. Always be fully aware of the competition activities and pricing. throughout the year to maintain high service quality standards. In coalition with the Marketing Department: Ensure the Jebel Ali Golf Resort & Spa restaurants and F&B Events are promoted v ia printed media or through other communication means. to achieve and exceed expectations of a 5 star property . 2. 4. Capture all potential revenue through various promotions and events. Work Instructions are incorporated and devised by the F&B Management. Ensure service standards are always maintained according to fixed work instru ctions. Adopt an adequate price policy as per season fluctuation. 9. market receivabilit y /acceptance and in line with our competitors. 6. and are in line with the Quality Standards set by the c ompany. In coalition with the Sales Department: Ensure creation of special events to maximize revenue. 3. in consultation with the Quality Manager to ensure that they reflect the needs of the department. 5. 7.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 6 PLACE OVERVIEW Description DEPARTMENTAL OVERVIEW AND CONTRIBUTION THE FOLLOWING GUIDELINES APPLY TO THE FOOD & BEVERAGE DEPARTMENT IN THE AL-SHARAFA 1. Maintain Hygiene Standards and Regulations in accordance with Municipality re quirements for all Food & Beverage operations. and that performance appraisals are carried out annually. Ensure all associates are given equal opportunity for career development. 8. 10. Ensure adequate associate training is provided in accordance with fixed work instructions. They ar e to be reviewed annually.
16. 21. Ensure adequate media promotion is carried out. Customer feedback will be devised through the Quality Office by recording th e information on the company database. containing the following details: . Guest comments/complaints with regards to all departments are forwarded to t he Quality Office. which positively enhances an d supports the image of the Resort s facilities. 12. 19. where it shall be reviewed by the Director of F&B.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 7 11. Ensure maximum empowerment is given to each restaurant in charge and associa tes are able to seek initiatives. thus ensuring efficient monitoring and continuous improvem ent is carried out throughout the F&B sector. 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. All end of the month reports are generated through the Finance Department an d shall be reviewed on a monthly basis. A revenue meeting is held every week where F&B. Always maintain breakage of material to the strict minimum through associate training and proper storage. 22. 14. 20. 17. Ensure briefings are carried out on a daily basis to keep associates informe d at all times with new promotions. Ensure guest entertainment throughout the year is in accordance to customer profile and fitting with budget constraints. Ensure Beverage quality standards meet or exceed guest satisfaction and refl ect the theme of the restaurants. 13. 18. Ensure all Food & Beverage material is kept tidy and well stored. Minutes are to be recorded and documented acco rdingly. creativity and overall Food & Beverage team motivation . 23. along with any issues that need to be discussed from the previou s day. who will initiate any corrective action (if any) when requi red. 15. Ensure that prime costs (beverage/ food cost of sale and payroll) is kept wi thin the budget frame. Sales & Marketing and Revenu e can discuss current and new projects. so corrective action can b e taken efficiently and promptly. and sent to relevant departments immediately. . services and events. A restaurant log book should be completed by the restaurant manager on a dai ly basis.
F& B Director Waiter Barback BusBoy Banquet Bartender Hostess Waiter Room Service Waiter Minibar Waiter Room Service Order Taker Ast Shop Manager Choc + Silver Supervisor Banquet Sales Executive Cigar Room Staff Fruit Display Staff Pancake and Waffle Maker Saleslady/ Usher .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 8 FOOD AND BEVERAGE : SERVICE REPORTING STRUCTURE Grey boxes denote no job description available Banquet Coordinator F&B Secretary Room Service Ast Head Waiter Room Service Head Waiter Head Bartender Room Service Captain Banquet Captain Minibar Captain Head Waiter Banquet Supervisor Station Waiter/ Captain Banquet & Catering Manager Restaurant Manager Room Service Manager F & B Director General Manager Ast.
Salesman Delivery Driver Cashier .
FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 9 COFFEE SHOP SERVICE REPORTING STRUCTURE: Headwaiter Captain Captain Bartender Bar boy Captain Restaurant Bus Boy Operations Manager Waiter .
Train staff . . The headwaiter helps with the completion of the duty roaster and holida y list and may relieve the restaurant manager on their off days. Communicate with the guest (PR) . who is the secon d in command of the station. The headwaiter will aid the reception headwaiter during the service and will possibly take some orders if the station waiter is busy. 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 t hat all the duties necessary for the pre preparation for service are efficiently carried out and that is noth ing is forgotten. which could be anything from 4 to 8 in umber. floors. She or he will take the order and carry out all the service of the table with the help of waiter. from one side board. Captain/section supervisor Captain has the overall responsibility for a team of staff serving a set number of table. and be able to instruct other members of the staff. During the pre preparation period some of the cleaning and preparatory task will be carried out by him. Handling guest complaints and finding solution . restaurants a nd possibly some of the private banqueting suits. These may include the lounges. Make briefing before every shift . Read and sign the log book . He must have a good knowledg e of food & beverage and its correct service. Busboy This person is next seniority to the waiter and assists where necessary. Make daily report for service . 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. Station waiter/chef de rang The station waiter must able to carry out the same work as the captain and relie ve 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 efficie ntly and smoothly. Duties: . Co-ordinate between management and staff . Both the waiter must work together as a team to provide an efficient and speedy servi ce. grill rooms. Co ordinate between kitchen and restaurant before service .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 10 Coffee Shop manager This person has overall responsibility for the organization and administration o f particular food & beverage service areas.
in the correct glass and at the right temp erature. and also how to serve various types of drinks. the make up the dish and its app ropriate garnish.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 11 KNOWLEDGE OF FOOD & BEVERAGE The staff must have sufficient knowledge of all the items on the menu and wine l ist in order to advice and offer suggestion to customers. the correct cover. what its accompaniments are. Further more they must know how to serve correctl y each dish on the menu. .
Fixture and fittings. ACCOUNT AND FINANCE : Purchasing debtors and Creditors. HOUSE KEEPING : Room service food order.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 12 HOURS OF WORK HOW THE FOOD AND BEVERAGE DEPARTMENT RELATES TO OTHER DEPARTMENTS WITHIN THE ESTABLISHMENT: KITCHEN : Producing food for service. STORES : Purchasing all stocks of both food and beverages items. transferring Telephone call. customer billing. FRONT OFFICE : Accepting. . messages or reservation MAINTENANCE : Maintaining all furniture.
Thank the guest. other Preferences of guest and mobile number. A dvise the guest of the appropriate dress code for the restaurant and inform that the reservation will b e held for 30 minutes after the dining time before the table is released. Procedures Booking Process Food & Beverage (In House Guests) A table reservation form with three copies will be completed and allocated as fo llows.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 13 STANDARD OPERATING PROCEDURES Department Food & Beverage: Service Task TAKING RESERVATIONS Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 001 Policy Table bookings will be taken for the following out Our coffee shop work on a first come. the view. smoking. the rest are received through the direct line of F&B or by guests who are frequently visiting the Coffee Shop. Guidelines Approximately 50% of Food & Beverage bookings are taken by Front Office or Guest relations. seating preferences. first serve for guests. time. If F&B reservations confirm the booking. . baby chai r. etc. non smoking. Receptionist/Hostess will call the F&B reservations and confirm availability o f the booking as per the requirements. Restaurant name. Booking at Front Office desk or Resort Relations desk will be handled as follows : . The following details will be noted on the reservation form: . . . Reservation will be taken directly by each restaurant straight on the reservatio n book and whilst the Coffee Shop is closed the reservation book will be at the FO for all the reservation to be taken. An additional problem is that guests tend to turn up at th e wrong outlet or at the wrong time. terrace. Ensure all details are confirmed before issuing the white copy to the guest. dining day and time. . . timing of reservation. The name of the person who has taken the reservation. Receptionist/Hostess will greet the guest and take down the relevant details b y ticking the . number of guests . . Most complaints are due to miscommunication between the F&B Office and Front Off ice/ Resort Relations regarding details such as smoking/non smoking. Name and room number. the date and time. Receptionist/Hostess can book directly with the restaurant during the actual o utlet service time. the Receptionist/Hostess will sign th e completed form and give the white copy to the guest for their reference. number of persons booked or table preferences. Boxes required such as outlet.
Outside guest booking to be taken straight to the Reservation Book designated to each Restaurant outlet. If each restaurant outlet not available then reservation is t o be taken by the Front Office. and advise the g uest if external guest that a confirmation of the booking will be posted in his room via message log (Fidelio Front Office). . A confirmation duri ng daytime will be guaranteed within 60 minutes to the guest. Taking Outside/External Guest Reservation . mark the form with TENTATIVE BOOKING (hand written). . closed/does not answer the phone. In cases where booking requirements cannot be accommodated .e. If the Receptionist/Hostess is unable to obtain a booking confirmation from F& B reservations i. It will be the responsibility of the Receptionist/Hostes s to follow up on all booking enquiries received until confirmation is guaranteed.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 14 . they must record all the guest details and req uirements on the same form.
Preparation . .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 15 Department Food & Beverage: Service Task OUTLET OPENING DUTIES Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 002 Procedures Opening the Outlet . . . . . (After opening the restaurant the key should be with out let manager/asst. Check respective Restaurant pigeon hole. Collect Linen for the day s operation . and hand over to the Supervisor in-charge of the Outlet. (responsible appointed person from morning shift) . restaurant and date. . Sign in the Key Register. Check all equipments such as wine buckets etc. . Check and Switch on the A/C. Prepare all condiments. .(responsible appoint ed person from morning shift) . Collect relevant restaurant keys from Security Office. Collect all Communication and Reservation Books from the Front Office. .mana ger or head waiter. Collect and Check all requisition forms made during the previous night operati on. .. . . Go thru the night shift information book for more dilates or information. . Check for any memos or printed material. Check for non-available items. Check that side stations are clean and well prepared with cutlery. Switch on lights according to the light mood setting. Switch on Music. Switch on Coffee machine. Collect the cash float and rooming list from Front Office. Open all doors where applicable. . crockery an d glassware. Sign your name.) .
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. Station Assignment/s etc. Check for any special dishes of the day. . All Outlet Managers/Supervisors to act accordingly. Discuss about sales repots and our budgets. . Weekly Rota . Outlet logbooks (information book) must be kept for a period of 12 months for reference. Specials as well. . Discuss about guest complain and how to avoid it. Pre-shift meeting (Briefing) . VIP guests . Check the appropriate Table Set up according to reservations/bookings for the day. . Weekly Rota for all levels of associates should be kept for a period of one mo nth after expiry for future reference. Bar staff have to inform about the running low or out of stock menu items and daily . Briefing should be conducted by the Restaurant Manager/Supervisor everyday bef ore the start of each shift. .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 16 . . Chef to inform/brief the Restaurant Manager/Headwaiter/ about the running low or out of stock menu items and daily specials as well. running low or non available items. . Restaurant Manager/ Headwaiter to encode the running low/out of stock item/s t o the MICROS system and update the staff as well during service . All Outlet Managers/Supervisors to act accordingly if any complaints are recor ded. Inform associates of available. . . Outlet Logbooks . .
. . Hand over cash sales and checks in accordance with Cashiering Procedure. Crepe and Waffle machine. Hand over the Coffee Shop keys to the Security. Sign your name. Sign out of key register at the security. Closing the Outlet . Fill up maintenance request if needed. . Check all side stations for used equipment. Re-set tables for the next day s operation . Close all doors (where applicable) . Knefeh mac hine. Whipped cream machine and Plates heater machine. outlet name and date. . Hand Over of Cash Sales and Checks to Front Office . . Switch off all lights. Coffee Shop must be left clean and tidy at all times. Prepare and organize requisition for next shift operation. Coffee machines. .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 17 Department Food & Beverage: Service Task OUTLET CLOSING DUTIES Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 003 Procedures Re-Set Tables . . Switch off music system. .
E nsure the guest is seated within 1 minute of arrival. Ascertain guest s name and use guest s name at each appropriate moment. . Ask the guest for his/her table preference is smoking or non. men and host last. . . only act whe n a guest requests this option. Give help to remove coat/ jacket if needed(lady first) Menu Presentation and Orientation . do not be led by the custom er. Prepare pen and order taking pad before approaching the table within 5 minutes of giving the menu. (Remind that smoking is allowed only in the terrace premises of the coffee shop) . Order Taking. Stand correctly and maintain eye contact when talking to the guest. If the guest has preferences. Greet the guest within 15 seconds in a pleasant and friendly manner. the menu and the ingredients. .Preparation . Ask the guest to follow you and lead the customer. or outs ide table. . . Always offer a menu orientation. . but don t automatically give this. followed by gentlemen and always the host last (if ho st is a lady take her order after the last lady guest). Make yourself aware of customers at all times and maintain a general care of t hem as they are walking into the Coffee Shop. Present menu open and begin with children.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 18 Department Food & Beverage: Service Task SEQUENCE OF SERVICE Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 004 Greeting & Seating . Always offer chair assistance. . . Maintain conversation throughout the order taking process. Seat guests only at fully laid tables and assist with seating. Start with ladies first. Inform of any special items and provide full explanations. . ladies.smoking. . ladies first. Ensure you have detailed knowledge of the products (food & beverage). . Always Look back to see whether guest is still following. . provide suitable recommendations. .
Regularly enquire with the guest whether everything is to their satisfaction. Beverage orders should be taken within 2 minutes of the food order being given . Beverage should be served within 3 minutes from ordering. ( if any guest request for clearance do it to the who asked only ) . Clearance: DO NOT CLEAR ANY PLATES BEFORE EVERYBODY HAS FINISHED. gentlemen (host last). . Excuse me Mr. always offer the guest a refill if their dr ink is nearly empty. . Check Back always return to the table to enquire if everything is satisfactory . when presenting the dishes present as follows. may I repeat the order ? . . is everything to your satisfaction? Clearance . Excuse me Mr . Place the order with the kitchen or the assigned section and indicate to the C hef any special requests. Normal opening time is from 7.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 19 . gentlemen followed by the host last. XXX. Offer extra napkins (paper napkin) if they fall on the floor or appear dirty. Serve order when ready from the Kitchen or section. Service . Check back .00 AM till 12. Food is to be served within 10-15 minutes of order. . Repeat the order to the guest straight after taking his/her order. . . While holding plate never put your finger inside the plate surface . Menu should be taken away at the same time waiter/waitress finishes taking ord er. children. Change ashtrays on a regular basis. start with children. Always thank the guest. . XXX. Ensure that cutlery is placed to accompany the order. Extra cutlery to be plac ed if required. . ladies. Remove all cutleries that were pla ced for the particular dish. Review the table for extra drinks. . ladies. . Re-check the table for any additional service points. dessert is to be served wi thin 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. .00 PM. .
Offer the guest the option for coffee or tea: May I offer you a selection of co ffee or tea. 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). XXX? . Never wipe cr umbs onto the floor. Thanks the guest for visiting our place Departure/Farewell . Offer the guest choices for both tea and coffee i. . Ask the guest whether everything was to their satisfaction. Credit Card associate must verify signature or use PIN. . or 5 minutes of the dess ert being cleared. .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 20 . Ensure check is accurate. Dishes to be cleared within 3 minutes of all guests finishing. Offer a drink with the dessert. . Check Presentation . Of fer additional coffee or tea refills . Hot Beverage Service . . Thank guest by name and wish them a pleasant evening. espresso etc. Use service tray and serve within 5 minutes of order. this should be presented within 1 minute of being re quested. The check must be clearly itemised and correct. Never present the check to guests without first being asked. Wipe down the table if appropriate with a napkin and side plate. . and presented with a hotel pen in a clean bill folder. Check if guest forget something before his departure . Mr. Always ask the guest whether he wants coffee with the dessert or after. Dessert . .e. Cash payment receipt to be automatically offered. Never stay behind the guest when he is paying . Place desert cutlery if not already placed. . Turkish. Handle discounts where applicable obtaining relevant details. . . Crumb Down .
FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 21 .
Associates should a lways smile. Pace your walk according to the guest and look back to see if guest is followi ng and wait when necessary. .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 22 Department Food & Beverage: Service Task GREETING AND SEATING Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 005 Greet the Guest . Always use the least distance going through the guest/s allocated table. (If the table is not available apologize to and offer another table closest to the guest preference.g. The Hostess/ Headwaiter should escort the guests to their table. terrace table or if they have any special requirements e. Headwaiter or the clos est staff member within 15 seconds upon entering the Coffee Shop.(If Applicable) . Ascertain guest s name and room number.e. The host/waiter should always seat the guest at a fully laid table. child seat. . Ascertain number of persons. Guest should be greeted in a friendly and pleasant manner. . . Seating the Guest . XXX. . . . ./Mrs. Good evening Mr. . The waiter/waitress should ascertain the guest s name and this should be used th roughout interactions where possible. . Guests should be offered the choice if available whether they would like a win dow table. Greet guest with the time of day i. Good morning. Check the availability of tables. . Use guest s name. All guests should be seated as soon as possible upon arrival. . (Pacing is at least 2-3 step ahead of the guest/s) . Guest should be asked whether they would prefer a smoking/non smoking table. I nform guest how close His/ Her table in the smoking area. Never say to the guests: follow me. Guest should be greeted or acknowledged by the Hostess. Special Requests . but rather say: This way please. Always use eye contact with the guest. .
. then gentlemen and host last . After seating the guest/s inform them of the staff that will attend them very shortly. Chair assistance should always be offered to the guest. Use baby chair if requested . (If applicable politel y assist the guest/s in taking off His/ Her suit or jacket.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 23 . lady first .) . Ensure that you seat ladies first. Help if guest want to put off his coat/jacket.
FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 24 Department Food & Beverage: Service Task MENU PRESENTATION Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 006 Body Position . Manager and Headwaiter should be aware of any item that is not available on th e menu. followed by the gentlemen. . . . ensure that you follow up and confirm back to the guest. Englis h/Arabic. The menu should be presented already open on the first page. Always use guest name where known. . (above 5 yrs below 10 years) . If children are present they should be presented with the menu first. Be sure you are able to answer any queries from the guest regarding menu items . .e. Always smile. Present the Menu . ( when appropriate) Menus . If host is a lady she will then be pres ented with the menu last amongst the lady. free from any stains and bad odor. Announce to the guest the menu Sir/Madam Menu/Product Knowledge . If no children are present then ladies should be presented with the menu first . Avoid direct guest contact. Check that you present the guest with the menu of their preference i. . When presenting the menu stand to the right hand side of the guest . Always inform the guest of any specials of the day. If not known. Menus should be clean. . the host will always be last. in good condition. at least that of the host. . . Maintain eye contact when talking with the guest. Avoid leaning over the guest . . The menu should be presented from the right hand side.
If during middle of the service. . Try to accommodate any reasonable off menu requests. just always remember to ask the Chef before confirming to the guest by Yes or No. additional condiment s. Inform the guest if anything from the menu is unavailable. . sauces. i.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 25 . . kitchen or sections runs low of any menu item s the Chef is to update the Coffee Shop Manager or the Headwaiter of the situation and the latter to communi cate the information to all concerned staff. dietary requirements etc.e. If there is any special food request made to the waiter/waitress. Department Food & Beverage: Service Task TAKING BEVERAGE ORDER Responsible for SOP Food and Beverage Director .
. Inform guest of cooking time if there are food order that will take more time than the regular menu item/s. her order will be taken last amongst the rest of the other ladies then gentleman last. Ascertain preferences.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 26 Date Issued Document Reference # F&B S 007 Taking Beverage Order . Check back with the guest that the order is correct and understood. Confirmation . Always automatically offer the guest tea/coffee after their meal. Order should be taken within 2 minutes of bever age order or when the guest is ready. . Ask the guest whether hot or cold milk is preferred. . regular. Write K. liquor coffee etc. Turkish coffee. Offer guest alternatives if available such as hot chocolate. Be able to recommend drinks with the appropriate meals. ask guest if they prefer ice in their drinks. still/sparkling) in addition to other beverages. . .O.e. Ensure the order is repeated slowly and clearly back to the guest to prevent a ny mistakes from occurring. decaffeinated. offer a selection of both beverages. for example cappuccino.T as per food order. . Check and write any missed out orders. If host is a lady. Return the menus to the service sideboards Serve drinks accordingly. i. . Ladies beverage orders should be taken before gentlemens . If tea is requested then offer the guest a selection of teas on his table for his choice. Waiter/waitress should have good product knowledge of the beverages available within the establishment to assist guests when required. . . . Ascertain preferences.e. Whether a guest requires tea or coffee. Thank the guest . . If children are prese nt their beverage orders should be taken first. Gather together the menus . Always offer water (ascertain type of water i. . . Taking Tea/Coffee Orders . Write Order Correctly . . within 5 minutes of ordering.
Confirm back the order with the guest.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 27 . Refills should always be offered. Write order correctly . Serve orders. . Acknowledgement Always thank the guest and use the guest name whenever possible.
. . To be delivered to the guest on a restaurant tray. Drinks should be served from the right side of guest if space allows. Glassware should be clean and free of any chips or cracks. Announce the drink order to the guest before placing on the table to ensure th at guest receives the correct drink. Any garnishes should be fresh and appropriate. Drinks should be chilled if applicable. Glassware should be matching in pattern and consistent throughout the restaurant. Service of Beverage Order .. In case of a mixed drink a stir stick is to be provided. . Refilling of Beverages . . Drinks should be served within 5 minutes of taking the beverage order. Drinks to be served in the correct glassware. Associates must offer an additional beverage within two minutes of drinks bein g empty. Always place beverage order on top of a hotel branded coaster if table cloth i s not applicable to the outlet. these should be poured in front of the guest and not pre-poured. Waiter to handle glass from stem or base at all times. In the case of bottled/canned or mixed drinks. . .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 28 Department Food & Beverage: Service Task SERVING BEVERAGES Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 008 Beverages . . . . . . Waiter to supply and place drinks as requested. Waiter/waitress should offer replenishment when the glass is one third empty. Always ask the guest if they would like a refill. . .
Tray for Service . All trays should be clean and well polished. Coffee pot (Always check condition. Filter coffee should be made at regular intervals so that it is always fresh a nd of the correct temperature. free from any stains and chips. . . . In the case of filter coffee offer to pour for the guest. Prepare tray for Coffee service: . Service of Tea/Coffee . . Milk / sugar bowl should be placed in front of the guest. . Tea Order: . Tea pot with boiling water . must be free from any stain and chips) .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 29 Department Food & Beverage: Service Task TEA/COFFEE SERVICE Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 009 Coffee/Tea Service . Tea . Tea/coffee pots should be placed beside the cup. Coffee cup/saucer/teaspoon . Tea cup/saucer/teaspoon . Place tea / coffee cup with saucer and teaspoon on the right hand side of the guest. An assortment of branded white and brown sugar must be provided as well as swe etener. Jug with milk (Always check quality and freshness) . Jug with milk (Always check milk quality and freshness) . All crockery used in tea/coffee service should be clean. . Ensure that all tea bags are within their shelf life. . . Sugar bowl . To be carried out after service of dessert or when requested by the guest. A variety of Tea bags should be offered. Selection of Tea bags. Sugar bowl . Sugar Selection .
Macchiato Service of Espresso . Cookies or chocolate to be served on a side plate. To be served to guest when they order tea/coffee separately. . Cappuccino . Latte . Pour coffee from the right hand side where possible . Sprinkle chocolate powder only when requested by the guest. Service of Turkish Coffee (if applicable) .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 30 Use of the Coffee Pot . Pour on a demitasse cup in front of th e guest. (2 cookies or 2 p ieces of chocolate are to be served for one pot of tea/coffee) . Coffee cup/saucer/teaspoon . Always sprinkle cinnamon powder on top of the cappuccino. . Turkish coffee to be prepared as per the guest request. . Demitasse cup / spoon / saucer Service of Cappuccino . Serve a small glass of chilled water along with the coffee order. Department Food & Beverage: Service . For coffee orders . Coffee types (other than filter coffee) . . Cookies or Chocolate . Small glass of chilled water along with the coffee order to be served. Espresso . Turkish . To be prepared in a Turkish coffee pot. Serve a small glass of chilled water along with the coffee.
Empty glasses to be cleared by using a service tray. . Associates should remove side plates. Unless requested by the guest otherwise. side knives. . Always clear empty/soiled glasses by its base/stem. . . Right hand for clearance.) . Replace glasses where necessary . . . Clearance to be carried out course by course . Always clear from the right if space allows . Avoid guest disturbance. Use the two plate clearance method. Use left forehand for stacking. Clearance from Side Station . Covers where no guest is seated should be removed all together with the cutler y. . To be carried out by using a tray once the food order has been taken. butter and cruets on comple tion of main course. course by course. Avoid guest disturbance . Clearance of plates .avoid guest disturban ce . (Stack maximum 4 Plates. . Crockery/cutlery should be cleared on a buss tray into the stewarding area of the kitchen. Extra cu tlery should placed at this time depending on the guest order. This should be carried out from the right hand side if space allows. Plates should be cleared within 3 minutes of all guests finishing their meals. Always from the right if space allows. Respective cutlery also to be removed. . Clearance of Glasses . Condiments that comes with any dish to be cleared upon completion of that dish . Clearance of Cutlery .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 31 Task CLEARANCE METHODS Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 010 Clearing Methods .
Carry out clearance by placing all used equipment on a clearance tray. . Clear into the stewarding area of the kitchen. . . To be carried out after the main course. Crumbing Down the Table ( If Applicable) . To be carried out using a side plate. never disturb the guest if they are passing i. Before sweet/dessert is served ensure guests have dessert cutlery available on the table. Placing Extra Cutlery . always let a guest through first when passing your way. Automatically offer desserts after main course.e. When clearing side stations. Stack equipment neatly and in an orderly fashion. . Crumb down the table from the right depending on the table position. . . Do not overload the tray to prevent breakages from occurring.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 32 . . .
Ashtrays should be cleared after each cigarette has been finished. . Should be clean and well polished . Ashtray should be clean and free from any chips/stain. This should be carried out from the right hand side if space allows. Service Tray . Avoid ash spilling. place clean ashtray on the table. . Remove both ashtrays from the table on to the tray. . Carry clean ashtray on a tray. Clear dirty ashtray: . Clearance . presented as above. Once the dirty ashtray has been removed. Ashtray to be placed on the service tray Procedure . . Ashtray should be clean before placing food on the table. Ashtrays to be checked and cleared after every course or when required.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 33 Department Food & Beverage: Service Task CLEARANCE OF ASHTRAYS Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 011 Clearing Ashtray . . Clean ashtray to be placed on dirty ashtray . . .
Hold glass stem and dip the mouth in the water . . Place the wiped glass on a clean rack/clean tray. the bucket should b e clean and free from any odour. . .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 34 Department Food & Beverage: Service Task GLASSWARE POLISHING Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 012 Choose Equipment . Select bucket with hot water. . Hold one end of the glass by the stem and use the other hand for wiping. Select glass cloth. Method .Cloth should be clean. . dry and absorbent and free from any odour. Ensure that the glasses are not chipped and that there are no fingerprints/ ma rks on the glass.Water should not be too hot.
. All cutleries should appear without stains/smear marks. Whilst wiping check if the cutlery is clean and completely dry. Use empty rack to place clean unused cutlery in.Check that the rack is clean. Place the cutlery in hot water bucket . After it is wiped place in the cutlery rack Standard .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 35 Department Food & Beverage: Service Task CUTLERY POLISHING Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 013 Choose Equipment . holding them in your left hand. . . Select cleaning cloth. . DO NOT USE NAPKINS AT ANY TIME. Only use discarded linen cloths provided by linen room. . . Method . . Ensure when placing cutlery on the table that it is to the required standard. Select ice bucket with hot water. *Note: Do not touch the cutlery with your hands . Take one end of the linen cloth and lay on your left hand. . Have the empty cutlery rack in front of you. Ensure the cutlery is not damaged in any way. and should be well pol ished. take the other end of the linen cloth and by your right hand start wiping them one by one. .Ensure that the cloth is clean and absorbent. Take some cutlery.Make sure the bucket is clean and free from any odour. Prepare empty plastic cutlery rack.
Only cloths. The cloth should always be clean and free from any odour. stains and food debris. should be used. Method . Hold plate in one hand and use the other for polishing each chinaware item. which have been issued from the linen room . DO NOT USE NAPKINS AT ANY TIME. . Select Cleaning Cloth. Chinaware should be free from any chips. Chinaware is polished from both sides. . .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 36 Department Food & Beverage: Service Task CHINA WARE POLISHING Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 014 Choose Equipment .
. . Collect the goods from the stores. Green copy to be filed by outlet In-Charge for stock and reference . . Procedure . Put requisition in log book for Head of Department to check and sign. Always check if the goods and quantities are the same as detailed in the requi sition. Food Requisition . preferably the day before the goods are required. Before it is given to the stores it must be given to the outlet-in-charge to c heck and approve. . Take the green copy of the requisition and give it to your outlet in charge wh ere it will be kept for documentation . . . 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. Stationary Requisition . Can be collected from the stores any day except Friday when the store is close d or as agreed by the management. Take empty Store Requisition form and fill it in according to the enclosed examp le. Make a separate requisition for food and a separate requisition for stationary . . . Once the requisition has been signed it can be taken to the stores.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 37 Department Food & Beverage: Service Task PLACING AND CONDUCTING REQUISITION Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 015 Two types of Requisition .
Wash your hands regularly. . Always take a bath/shower daily before reporting for work. . . These should be worn in a promin ent position for guests to see. Do not chew gum or food whilst on duty. Use plain / simple belts if required. Wash hands and face in designated areas only. certainly after each visit to the toilet.e. Do not pull or stroke hair in public. Do not smoke whilst on duty. Shoes and socks should both be black . Check the uniform that you collect from the linen room is clean. Uniform Cleanliness . . . Shoes . . Do not scratch and touch skin. Trousers should be at the correct length i. . Always wash your hand (starting from the wrist up to the fingertips) thoroughl y using approved soap and then apply sanitizing lotion/liquid. . If you do have contact you should wash you r hands immediately. . ears. Always use deodorant body spray only. . Well polished and not damaged. . not too short or too long. hair. Wear issued uniform as specified by Director of F&B . nose etc as bacteria are present on the skin which can cause possible risk when it is transferred. Cloth Uniforms . . free from tea rs and frays and well pressed. Name Badges .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 38 Department Food & Beverage: Service Task PERSONAL HYGIENE AND UNIFORM Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 016 General Rules While on Duty . Badges should be clean and worn at all times. . Check that the uniform has the correct number of buttons and that none are mis sing. .
ornament rings or necklaces whilst on duty. . . Do not wear bracelets. Jewellery .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 39 . No high heel or platform shoes are allowed. Shoes should be with simple lacing no big ornamental buckles. .
The training programme / calendar will be forwarded to the Corporate Training Department. 2 hours every week will be allocated to the preparation of training. . Extra mile Training. First Aid. 4 hours a week will be allocated to training. Food & Beverage Training Calendar 2. . Supervisory skills etc. Language Training. Follow up training for the above will be coordinated by the Assistant F&B Dire ctor. Training Attendance Record 3. The Assistant F&B Director will be responsible to ensure all associates schedu led attend the training. Training will be conducted by the Outlet Manager or the Supervisors . . . It will be the responsibility of the Service Manager to issue the monthly F&B training programme. Food & Beverage training will be conducted all year . . . Corporate Training . F&B departmental training . . Copies of training records will be submitted to the Training Manager. . Training reports will be discussed during the bi-monthly F&B meeting. The corporate training function will arrange the following training. Food Hygi ene. The training schedule will be issued by the Training department. Fire Safety.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 40 Department Food & Beverage: Service Task MONTHLY TRAINING Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 017 Outlet Training . Training records will be submitted to the Food & Beverage Director. Training Forms & Records 1. Telephone Etiquette. . F&B Office Training Programme . It is the responsibility of the Assistant F&B Director to ensure that all trai ning records are current and up to date. Outlet Managers or Head Waiters/ Waitress will submit their training calendar to the Food & Beverage Director on the 25th of every month . The Assistant F&B Director/ Restaurant Manager will be responsible to coordina te and schedule the attendees. .
FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 41 4. Outlet training record. Department Food & Beverage: Service Task LOST PROPERTY Responsible for SOP Food and Beverage Director .
. On receipt of lost property. . Before the lost property office hands over any lost property. If the guest has left the service area. The list sho uld be signed by both the head waiter or supervisor and the finder (Waiter). the head waiter or s upervisor should list the items contained in the wallet with the waiter who found the wallet. The following steps should be taken: . . If the guest is a regular customer but cannot be contacted. . The list must be dated and al so indicate where the article was found and at what time. . If the owner has not been found or contacted immediately. . the waiter should hand the wallet to t he head waiter or supervisor in charge. A copy of this list should go with the wallet to the lost property office wher e the contents of the wallet must be checked against the list before it is accepted. A check should be made immediately as to whether or not the guest has left the service area. the guest should be asked to sign for the article concerned. The details of the find are then entered in a lost property register. the wallet should be kept in the lost property office until the customer s next visit. Any lost property unclaimed after three months may become the property of the finder who should claim it through the headwaiter or supervisor. 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 minimu m inconvenience. a description of the article concerned and its contents should be asked for to ensure as far as possible that it is being r eturned to the genuine owner. also giving his/her address.A waiter finds a wallet under a chair. . If the guest is a regular customer. . If he/she is still in the area. The office should also see proof of identity of the person claiming owner ship. . In the case of all lost property. Another copy of the list should go to the hall porter in case any enquiries ar e received concerning a wallet. the wallet may be returned to him/her. . it is possible that the head waiter or hea d porter may know where to contact him/her to call for the wallet. . Anyone claiming lost property should be passed on to the lost property o ffice. Department Food & Beverage: Service Task RECORDS Responsible for SOP Food and Beverage Director Date Issued . The supervisor or headwaiter should check with reception and the hall-porter t o see if the guest has left the building. recently vacated by one of the clients .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 42 Date Issued Document Reference # F&B S 018 D.
Document Reference # F&B S 019 .
Time 4. Action taken. Nature of incident. 2. T he basic information that should be found in the report is as follows: 1.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 43 It is advisable that when an incident occurs a report is made out immediately. 5. and for future reference should the need arise. Date. Individual reports from those concerned and signed. Department Food & Beverage: Service Task SAFE CHEMICAL HANDLING Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 020 . 6. address and phone number of the guest involved. All reports should be kept in case similar incidents occur at a later date. Name. 3. Place. and also of the staff i nvolved. 7.
Do ask your supervisor any question or concerns you may have about using a cer tain product. Do not ever mix chemicals together. preparation. and use for all chemica ls you use. Department Food & Beverage: Service Task PREVENTING FALLS Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 021 Preventing falls . . Do follow the directions for proper storage. and read them. . Do know how to call for medical help. before you use them.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 44 Safe chemical handling . . or serving ar eas. . Do read the labels of all products. handling. in case of an emergency. . Do not leave aerosol spray containers near heat or spray close to an open flam e. . . Do not store chemicals in or close to food storage. Do not store chemicals in unmarked containers. . Do know where the material safety data sheets are posted. . Do not dispose of any empty chemical container until you have checked on the l abel for how to do so.
Sweep up broken glass . Use wet floor signs . Keep isles and stairs clear . Use special container to dispose of broken glass . Wipe up spills immediately . then dispose of them Department Food & Beverage: Service Task PERSONAL APPEARANCE Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 022 Personal appearance . dishes . Wear shoes with non-skid soles and heels . Follow established traffic patterns . and do not run . Carry dishes and glassware carefully . and other sharp ob jects .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 45 . Remove can lids entirely from cans .do not use your hands . Walk.
. as it clings to glassware. . Always remember . You make a distinct impression on each of our g uests. A smile is a part of your uniform. . You are responsible for keeping your uniform neat and clean at all times. Department Food & Beverage: Service Task SUGGESTIVE SELLING Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 023 SUGGESTIVE SELLING . Ther e is no excuse for reporting to work out of uniform. therefore. At no time will employees chew gum or eat while in the public areas of our sto re. Do not wear scented lotion on your hands. You are entrusted with handling our guests needs and must. reflect cleanliness and wholesomeness at all times. 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.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 46 Your overall image is our image. . . Do not report to work with an un-pressed or dirty uniform. or un-kept hair.
be sincere and honest. With party people. Our customer is sold on (Center name) before they come in. Would you like to try our hot chocolate topped with whippe d cream? . Above all. Effective suggestive selling is subtle. Read your guests and suggest appropriate cocktails: . Be aware of what the guest is ordering and make sure he understands what he is getting. People don t like to be SOLD . you are in the position to smooth the way for a confused guest. NEVER EVER SELL! Always allow the guest to finish ordering before you start sugg esting. You are doing the guest a favor. Your goal is a satisfied guest who enjoyed their experience and wants to return. If they enjo y themselves. How about a Long Island Iced Tea or a Margarita? . Many of our guests are not familiar with our daily specials. Department Food & Beverage: Service Task BASICK FIRST AID EMERGENCIES Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 024 Basic first aid emergencies Objectives: . Always do what you truly believe is in the guest s best interest. looking after his best interests by offering your knowledge and expertise and ma king honest recommendations. chances are they will return and us to someone else.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 47 Selling is a part of everyone s life. Would you like a (offer them a cocktail)? Do not confuse suggestive selling with overloading your guests with beverages or food. An older couple. On a chilly evening. As their intermedia ry. You had to sell the (center name) Management team on your ability as a bartender. Recommend items you know are superior and you are c ertain they will enjoy.
and promote initial recovery Your responsibility At any accident or sudden injury situation you must be aware of four key steps t o follow 1. take in fresh air and repeat . Pressing directly on a wound flattens the blood vessels and stems the flow of blood . Press on the wound with a clean dressing ie towel (not cotton wool) . etc . Open mouth . Mouth to mouth . gas . medical situation as early possible after the accident / injury arrangements must be made to move the casualty to a doctor . When your chest falls. Ensure no foreign bodies are present ie bone glass. Get help immediately 2. prevent injuri es from worsening. Listen to the others to find out what happened .can you detect burning. Ensure safety .) easing problems of breathing . doctor urgent treatment ( i. Move your mouth away . Smell. Raise and support the injured limp . Incline head back . Treat the situation( if possible) while awaiting qualified specialist assista nce 4. Pressure needs to applied for 5. Pinch nose closed . Diagnose the situation .e. Assess the situation . 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. Clear anything from the mouth ie dentures . Take charge do not panic .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 48 Recognize the basic techniques that may be used to preserve life. Arrange for medical attention as soon as possible . any important facts or details about the casualty or circumstances of t he accident must be given to the ambulance person . Wounds . After 5/ 10 minutes . and important treatments of dressing wounds and supporting injured bones may be atte mpted ONLY by qualified first aiders .15 minutes to allow blood to clot . Once started you must continue until causality breathes on own or ambulance / doctor arrives . clothing (unless stuck) before area swells. Appear calm in front of colleagues or guests . Look along chest to see if chest rises fully . dirt. or alcohol 3.apply a bandage or plaster depending upon size of wound . heart or severe bleeding difficulties . . Seal his mouth with yours and blow . before pressin g .
FAINTING: . If on over limb. Place a sterile dressing around and the puncture marks. Send for m edical help if required. ELECTRICAL INJURY: . remove it with a pair of tweezers. . Don t give casualty anything by mouth until fully conscious . CHOKING: . Don t use creams. If on hand or upper limb. and heart may have stopped . fat or lotion. taking deep breaths . Immobilize the affected limb. If casualty feels faint help them to lean forward with head between the knees. Press fist into abdomen with four quick upward and inward thrust. Keep the casualty calm.(Don t use this procedure for pregnant women or overweight casualty.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 49 Cover burn with a clean dressing or Clingfilm/clean plastic bag If in doubt seek medical assistance.cough or breathe they ar e not choking. . Use adhesive dressing or plasters . Never touch the casualty with bare hands . while supporting the chest of casualty with other h and on the breastbone. SCORPION BITES: . . .If necessary repeat sequence.and then only sips of water . Reassure the casualty. . TREATMENT: Only by qualified first aider . STINGS : . .). . . . . Possible burns and shock . . Act quickly speed is essential (if casualty can speak . Treat as snake bite.) If NOT. tie both legs together. Avoid squeezing the sac at the top of the sting as this will force more poison into the casualty. Give four quick blows with the heel of your hand. immobilize the limb with a sling. Switch off the power at mains if possible. Deliver these sharp blows ra pidly and forcefully between the shoulder blades. Commence mouth to mouth and/or chest compression. If the sting is still in the skin. Treat any burns. SNAKE BITES: . . Casualty may not be breathing. Clean the area around the puncture. Burst blisters or remove loose skin. STINGS AND BITES: . . Arrange for removal to hospital. If they develop an allergic reaction seek medical help. .
GUIDELINES FOR DEALING WITH BOMB SCARES AND ATTACKS In addition to normal emergency procedures consider the following point when a b omb threat is received by a staff member. . . Immediately caller hangs up notify management and the emergency services. . Many different species are attracted to food premises. vehicles parked ne arby or strange packages etc.) . . or vomiting seems likely. Listen carefully to the voice to tell if the caller is male or female. or see evidence of a variety of pests.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 50 . Warn caller that the building is occupied. Move them unnecessarily. . SHOCK. try to determine accent. calm. 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. young o r old. music etc. engines running. keep warm. In general be wary of anyone acting suspiciously unfamiliar. If breathing become difficult. Obtain as much information as possible about the location of the bomb. . Pay particular attention to background noises that you may hear on the telepho ne (e. and that the explosion could cause many deaths. . . . . . drunk . . place casualty in rec overy position. Ask the caller to repeat the massage and try to record exact words. FRACTURE AND SPRAINS. The most common types inc lude: . and are often the cause of serious food poisoning incidents. If casualty s breathing or heart has stopped start chest compression. Search for and if possible treat cause of shock (burn/bleeding / fracture). . IF ANY DOUBT INFORM YOUR MANAGER IMMEDIATELY Department Food & Beverage: Service Task PEST CONTROL Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 025 Introduction: Pest cause enormous amounts of damage and cost to food businesses. Keep the caller on the line for as long as possible. . Give casualty a hot water of bottle. . Types of food pests Within your area of your work you may welcome into contact with. excited etc. Reassure if casualty conscious lie them down. Give casualty anything to eat or drink. Allow the casualty to smoke. DON T: .g. Seek immediate medical aid. Check breathing and pulse every 10 minutes.
. Flies: Dead or live bodies lying around. Tidy waste areas and remove rubbish regularly . Another concern is that pests will likely caus e disease and food poisoning. larvae in d ark corners. Insects: Beetles. PREVENTIVE ACTION We must do all we can to protect the premises from access by pests. Keep store well lit. and keep them closed. and other indigenous species. Birds: Droppings. No one likes to work in an infested food area and staff will leave more quickly if no action is taken. The business suffers if customers become alarmed by the presence of pests. and also because a food premise infested with pests is di scomforting and will be discourage custom. etc. brown stains on the floors. Signs of pest infestation These tell-tale signs include: Rodents: Black greasy stains on walls. house flies. Firstly it is against the law to operate a food business while the food area is highly infested. Much damage can be caused by pests through them gnawing cable s and pipes. stock held in tight lidded containers stored off the grou nd and away from walls. becau se of the threat of being bitten or stung. wasps etc. also evidence of gnawing at food or wood. Insects: Evidence of food spoilages and foot or tail prints in flour. REASONS FOR PEST CONTROL Pest infestation is bad news for all concerned. loose feathers Dogs/Cats: Smells. crows. mosquitoes. . etc. Eliminate all places where pests hide and breed .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 51 Rodents: Rats and mice particularly' though you may also encounter other native species locally. flour mites silver fish. Flies: Bluebottles. lice. weevils. marking the way they move around the area . Remember: Whenever you spot any sign of infestation report it immediately to your supervis or so that preventative action can be taken. Rodent proof and fly screen doors and windows. Seal any openings into the building . Dogs/cats: Domestic and wild varieties. droppings and rubbish strewn around waist areas. . damage to packages. bad odors and droppings can also be detected. cockroaches. Birds: Pigeons.
shelves locked .e. all equipment: working/cleaned/polished/inspected/laid out BAR . Espresso machine . lights switched on . Customers area cleaning . lemons sliced . . work area laid out properly . ventilation switched on . oranges sliced . i. Crepe and Waffle machine .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 52 Department Food & Beverage: Service Task MIS-IN-PLACE Responsible for SOP Food and Beverage Director Date Issued Document Reference # 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 custom ers arriving.
standard table setting in place . clean and sufficien t in quantity EXAMPLE OF CHECKLIST FOR MIS EN PLACE YES NO 1. Check that it is free from s harp edges and sits evenly on the floor . Check that the table is clean. Supply of new docket books. Room and equipment clean and tidy 6. Chairs and tables in correct position 7. four covers. in good condition. crockery. SETTING OUT TABLES To be set out tables you will need to: . Staff on duty at appointed time 2. Juice Bar N. bottle opener and matches 11. glasses ready The service mi-en-place checklist in this text should be used as guide to help y ou perform your mis-enplace before opening. background music on . ensure that the area around the tables is clean and uncluttered .FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 53 . Menu items and service explained to the staff 4. Station allocated 5. to sit two c overs.B: All the SOP s for the bar are exist in tratieur SOP s RESTAURANT . water jugs filled . Correct uniform/service cloth/name badge 3. and six covers . i. pens. check that there is enough space around the table to allow efficient service a nd ease of movement . Ice Cream . Tables checked for correct lay-up 8. check that the chairs the correct type. spare cutlery . ensure that each station has sufficient tables of each size. in good condition. and glasses 10. Accompaniments prepared for service . Correct storage of cutlery. Sideboards adequately stocked and prepared 9.e.
Condiments replenished and clean 15. Be smart in using time . Appropriate set-up for billing and payment Department Food & Beverage: Service Task BREAK TIME Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 027 Standard No break will be taken without permission from the management. Procedure . Always keep patience to get a break . Reservations attended to 17. let supervisor give the handover to another staff . Check the situation of the Coffee Shop . Never take break beyond the time allotted . Give hand over your designated area to your supervisor . Display tables / doilies arranged 13.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 54 12. Lunch /dinner break. Sufficient supply of clean and correct menus 20. Smoking areas allocated 18. Table tops cleaned and polished where appropriate 16. Air conditioning and lights checked if checked 19. Hot plate adequately stocked 14. Not to the colleague. 30 min .
. If possible provide a document that shows the exchange. Inform that we can give change only in Qatar Riyal. Procedure . . Inform the guest about hotel currency exchange rate . Tea break. Always provide the option of paying in credit card. Rest all currency has to be changed fr om front office. 15 min . . Refreshment 15min Department Food & Beverage: Service Task CURRENCY POLICY Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 028 Standard We accept QR . Euro and GCC Currency.USD.FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 55 . Excuse yourself for not accepting other currencies. .