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SOP F&B

SOP F&B

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Published by Azlan Ariffin

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Published by: Azlan Ariffin on Jun 07, 2011
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06/24/2015

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FOOD & BEVARAGE : SERVICES POLICIES AND STANDARD OPERATING PROCEDURES

CONTENTS Introduction customer and you Place Overview Deparmental Overview and Contribution Departmental Reporting Structure Staff Attitude Hours of Work

SOP : F&B : SERVICES 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 and Seating F&BS – 006 Menu Presentation F&BS – 007 Taking Beverage Order F&BS – 008 Serving Beverages F&BS – 009 Tea/Cofee 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 .

Contoh harapan keperluan mereka adalah: • Kualiti Makanan • Value for money • Kualiti perkhidmatan • Keselesaan persekitaran • Paiawaian keselamatan dan kebersihan (hygiene) Pemberi perkhidmatan pula ingin memastikan setiap keperluan atau harapan pelanggan dipenuhi dengan menyediakan perkara berikut: • Kakitangan (Bilangan dan kemahiran yang mencukupi) • Produk (Kualiti yang baik) • Perkhidmatan (dengan kualiti yang baik) • Persekitaran ( selesa dan bersih) Deparmental Overview and Contribution Garis Panduan berikut digunakan untuk F&B Deparment: 1.CUSTOMER AND YOU Siapa pelanggan anda? F&B SERVICES Hospitaliti industri mengandungi 2 bahagian penting: 1. Memastikan piawaian perkhidmatan kekal sepertimana . mereka mempunyai keperluan dan harapan. Pemberi Perkhidmatan (Service Provider – Restoran) Dari aspek pelanggan. Pelanggan atau tetamu 2.

5. Guest comments/complaints with regards to all deparment . 6. Mengekalkan Hygene Standard and Regulations mematuhi pihak PBT untuk semua operator restoran 3. throughout the year to maintain high service quality standards. They are to be reviewed anually. Ensure briefing are carried out on the daily basis to keep associates informed at all times with new promotions. Adopt an adequate price policy as per season fluctuation. and that performence appraisals are carried out annualy. A revenue meeting is held every week where F&B. Always maintain breakage of material to the strict minimum through associates training and proper storage. and are in line with the Quality Standards set by the company. in consultation with the Quality Manager to ensure that they reflect the needs of the department. 16.2. Minutes are to be recorded and documented accordingly. 8. 14. In coalation with the Sales Deparment: Ensure creation of special events to maximize revenue 10. 15. Work Instructions are incorporated and devised by the F&B Management. Ensure adequate associate training is provide in accordance with fixed work instructions. 13. 9. Always be fully aware of the competition activities and pricing. Ensure guest entertainment throughout the year is in accordance to customer profile and fitting with budget constraints. In coalation with the Marketing Deparment: Ensure all F&B material is kept tidy and well stored 12. Capture all potential revenue through various promotions and events 7. market acceptance and in line with our competitors. Esure all associates are given equal opprtunity for career development. along with any issues that need to be dicusssed from the previous day. Sales & Marketing and Revenue can discuss current and new projects. 11. 4.

ruang hidangan. . Ini mungkin termasuk dapur.Pengurus Operasi Ketua Tukang Masak Ketua Pramusagi Penyelia Katering Pembantu Tukang Masak #1 Pemabantu Tukang Masak #2 Pembantu Tukang Masak #3 PENGURUS OPERASI Walau apa pun panggilan yang diberikan atas jawatan ini tanggungjawan keseluruhannya adalah untuk menyusun dan mentadbir khususnya di kawasan perkhidmatan F&B.

Pengurusan opersai ini juga bertanggungjawab di dalam menyusun jadual kerja dan cuti kakitangan STANDARD OPERATING PROCEDURES Deparment Task Responsible for SOP Date Issued Document Reference F&B S 001 F&B: Sevice TAKING RESERVATIONS F&B Director Policy Guidelines Procedures .Pengurus operasi restoren adalah mereka yang bertanggungjawab di dalam menetapkan piawaian perkhidmatan dan bertanggungjawab melatih kakitangan di dalam mengendalikan tugasan.tempahan atau katering dan lain-lain perkhidmatan berkaitan.

Deparment Task Responsible for SOP Date Issued Document Reference F&B: Sevice OUTLET OPENING DUTIES F&B Director F&B S 002 .

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