Oriental Hospitality Consultants – OrientalHospitality.

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STANDARD OPERATING PROCEDURES FOOD & BEVERAGE - RESTAURANT

1. Service Experience
1. 1. 1. 1. 1. 1. 1. 1. 1. 1. 1. 1. 1. 1. 01 02 03 04 05 06 07 08 09 10 11 12 13 14 Company Introduction & Mission Statement Benefits Of Training Objectives Of Standards F&B Ethics Achievement Reviews Personal Hygiene Grooming Prevention Of Accidents – First Aid Germs In The Kitchen – Restaurant Do’s & Don’ts Scheduling Staff Safety Regulations Staff Behaviour Staff Responsibilities

2. Beverage Basics
2. 2. 2. 2. 2. 2. 2. 2. 2. 2. 2. 01 02 03 04 05 06 07 08 09 10 11 Tea Coffee Method Champenoise Alcohol Contend In Wine The White Grapes The Red Grapes Tasting Wine Decanting Wine The Temperature For Serving Wine The Ten Basic Wine Styles – White The Ten Basic Wine Styles – Red

3. Beverage Service
3. 3. 3. 3. 3. 3. 3. 3. 3. 3. 01 02 03 04 05 06 07 08 09 10 Restaurant Bar Kinds Of Beverage Service Alcoholic Beverage Service Aperitifs Beer Cocktails Liqueurs Port & Sherry White – Rose Wine

Oriental Hospitality Consultants – OrientalHospitality.com

3. 11 Red Wine 3. 12 Champagne 3. 13 Soft Drinks 3. 14 Serving Fresh/Canned Juice 3. 15 Iced Tea, Iced Coffee 3. 16 Flambé’ Coffee 3. 17 Coffee 3. 18 Tea

4. Food Knowledge
4. 01 4. 02 4. 03 4. 04 4. 05 4. 06 4. 07 4. 08 4. 09 4. 10 4. 11 4. 12 4. 13 4. 14 4. 15 4. 16 Basic Food Preparation Dairy Products Cocoa-Chocolate Food & Alcoholic Beverage Fruit Ice Cream Italian Cheese Pasta, Dumplings, Rice Pizza Fish & Seafood Oysters, Snails, Clams Lobster Sushi Caviar Meat, Poultry, Game Kitchen Sections

5. Guest Experience
5. 01 5. 02 5. 03 5. 04 5. 05 5. 06 5. 07 5. 08 5. 09 5. 10 5. 11 5. 12 5. 13 5. 14 First Impression Greeting, Welcome & Seating General Service Rules Service Sequence Taking Restaurant Reservation Order Taking Taking The Order – Room Service Taking Down The Order Order Delivery – Room Service Menu Presentation Bread And Butter Service Service Of Food Adjusting Covers Follow Up

Oriental Hospitality Consultants – OrientalHospitality.com

5. 15 5. 16 5. 17 5. 18 5. 19 5. 20 5. 21 5. 22 5. 23 5. 24 5. 25 5. 26 5. 27 5. 28 5. 29 5. 30 5. 31

Complaint Handling Billing & Payment Check Sequence Clearing Table & Check Placing Of Tooth Picks Cigar Service Cigarette Service Breakfast Behaving During Service Checking On Service Telephone Etiquette Restaurant Booked Out Cancellations And Bookings Clearing And Re-Setting The Table The Fine Art Of Observation Farewell And Departure Restaurant Clearing

6. Restaurant Operation
6. 01 6. 02 6. 03 6. 04 6. 05 6. 06 6. 07 6, 08 6. 09 6. 10 6. 11 6. 12 6. 13 6. 14 6. 15 6. 16 6. 17 6. 18 6. 19 6. 20 6. 21 6. 22 6. 23 6. 24 6. 25 Research Market Trends Opening Procedures The 6 Principles Of Guest service Accessibility & Location Outlet Set Up Mise En Place Back Area Duties Guest History Cardex Guest Supply Linen Replenish Linen Handle Routine Cleaning Tasks The Pantry Handle Store Requisitions Inventory Control Repair Order Trolley And Tray Collection Log Book K.O.T. Captain’s Order A’La Carte Room Service Door Knob Buffet, Promotions Buffet Service Banquet & Catering Banquet Cocktails - Menus Budget, Forecast

Oriental Hospitality Consultants – OrientalHospitality.com

6. 26 6. 27 6. 28 6. 29 6. 30 6. 31 6. 32 6. 33 6. 34 6. 35 6. 36 6. 37

Daily Outlet Briefing Briefing Guide F&B Meeting Closing Procedures Distribute Incentives – Tips First Aid Box Station Set-Up Station Set-Up Details Duties Of Pool Boy Menu Planning & Types Handling Operating Equipment Point Of Sales System

7. Service Skills & Attitude
7. 01 Up-selling 7. 02 Cost Reducing Methods 7. 03 Discipline 7. 04 Team Briefing 7. 05 Training Your Team 7. 06 Tip Distribution 7. 07 Staff Scheduling 7. 08 Performance Appraisal 7. 09 Assignment Of Duties 7. 10 Staff Attendance 7. 11 Ability To Overcome Resistance 7. 12 Check Point For Supervisor 7. 13 Willingness To Serve 7. 14 Capacity To Take Orders From Seniors 7. 15 Cheerful Attitude Towards Work & People 7. 16 Cordial Interaction With All 7. 17 Pride In Work 7. 18 Tact And Initiative 7. 19 Representative Of A Organisation 7. 20 Honesty

policies and procedures. To understand and know the mission statement by hard. To build a sufficient and well Motivated team which is able to give the best.1 DEPARTMENT : Restaurant TASK: Company Introduction & Mission Statement JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY To understand about company History.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . To guarantee the best service Possible for all guests at all Times.Oriental Hospitality Consultants – OrientalHospitality.

Oriental Hospitality Consultants – OrientalHospitality.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Understanding the basics of Training. get overall picture Of the training process and Reasons. TASK #: 1. To encourage teamwork Employee: Improves self-confidence Increases motivation levels Prepares for promotion Reduces tension and stress Commitment of all staff Professional growth Participation of all staff Follow up on all subjects Learning by doing it Repeating the tasks Exercise the learnt tasks Guests: Follow up on the guests needs Show politeness The guest is always right Supervisor: Can take more responsibility Builds a strong team Decreases absenteeism Builds trust Promotes good relationship Hotel: Increases productivity Reduces cost Decreases safety hazard Creates a better image Builds repeat business Attracts potential employees Increases efficiency.03. Provides high quality product Insures a proper service Raises their level of satisfaction They get their money worth PREPARED BY: Position: Restaurant Manager Signature: Date: 23.05 . 02 TASK: Benefits of training EQUIPMENT NEEDED: HOW TO DO IT WHY Prevents disorganization To incorporate standards To inforce Holiday Inn‟s Principles.03.

03.03 DEPARTMENT : Restaurant TASK: Objectives of standards JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT To understand and learn the Basics of rules and hotel Business standards. 91% will Never return if nothing is done.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Those who complain.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1. The guest comes first WHY To ensure: Consistency Quality control Management tool Training tool For every 100 guest who complain. Follow rules and regulations of HI at all times. if something is done to resolve it. Every customer who has a Complaint will tell 8-16 others. We hear only from 1 out of 27.Oriental Hospitality Consultants – OrientalHospitality. 26 others are silent. Do things right the first time!!!! To establish consistently The best service possible. PREPARED BY: Position Restaurant Manager Boonchong Sritawee Signature: Date: 23. Communicate our vision. To understand action plans. 82% – 95% of complaining customers will return. To clarify standards in the Everyday operation.03. Recognize the needs of the guest. It costs 5 times more to attract A new customer than to keep An existing one.05 . Keep up communication between your Supervisor and subordinates. Definition: Standards Something set up and established as a rule or Model for the measure of quality or value. Remember to be the best and not part of the rest! Train and exercise your tasks and ask for Help if necessary to improve at all times. To control and manage our Capital and human resources . Consider guest expectations.

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1

STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 1.04 DEPARTMENT : Restaurant TASK: F&B Ethics JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

To understand basic rules And regulations of the F&B department.

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Ability to work together and adjust Tolerance for the guest and fellow colleague To be objective and improve knowledge Flexibility and creativity Intuition Training effort and exercise Honesty and understanding Teamwork and positive experience at work No wastage of food or beverage ingredients. Respect of all living creatures Careful handling of all equipment, utensils And natural resources To use preferable local products and seasonal ingredients. Healthy and tasty food & beverage for everybody Sort all wastage and return for recycling where ever possible.

F&B ethics are part of the Philosophy and are necessary To built teamwork, trust, Success and proper working Environment in the F&B Department.

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PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position: Signature: Position: Director of Restaurant Manager Date: 23.03.05 Food & Beverage

Signature: Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 1.05 DEPARTMENT : Restaurant TASK: Achievement Reviews JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT
Prepare Achievement Review form 

WHY

Fill in Achievement Review report with the following details: a. Staff name b. Job title c. Department d. Starting date e. Date of last evaluation Fill in the job tasks

All achievement reviews must be completed by the target date. In all cases, all information from the interview must be kept in the utmost confidence.

      

Interview staff

Meet with the staff to ensure their performance is based on the job tasks Evaluate, explain and discuss the performance, strengths, and areas for improvement Tick the appropriate rating level

Friendly and approachable Fair and tactful Good judgment

Clear and complete details Set a target date for improvement, if necessary Ask for the employee‟s comments and fill in the appropriate column. Request staff for signature As per training procedure

Send the form to the F&B Manager

 

Send the completed form to the F&B Manager for signature Send he original to the Personnel Office and copy to the Training Department. One copy is kept by the Outlet Manager for reference and one copy to be given to the staff member

Timely Complete Legible

PREPARED BY: Position:

Boonchong Sritawee Signature:

APPROVED BY: Position:

Stefan Schmid Signature:

Oriental Hospitality Consultants – OrientalHospitality.com Director of Restaurant Manager Date: 23.03.05 Food & Beverage

Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 1.06 DEPARTMENT : Restaurant TASK: Personal Hygiene JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

Learning the basics about Professional and personal Hygiene. -

Most important is washing your hands whenever Necessary. Make sure to follow the basics: Wash your hands: Before starting work After each work interruption After cleaning your nose After each use of the toilet After cleaning and washing equipment & utensils After touching & working with plants, flowers After cleaning procedures After touching of money, wastage, dirty utensils. Follow the rules: Cover all injuries & infections with bandage Wear sanitary cloves if necessary Never cough or sneeze on food People with diarrhea have to consult the doctor. No smoking in the kitchen or restaurant Have a short hair cut and wear a hat. Wash your hair on daily basis. Do not pick your nose. Take a daily shower. Wear clean uniform at all times. Wear clean and proper shoes.

Health is the most important for all human beings. There is no substitute!! The professional hygiene is there to protect Health and well being of every individual. Thumb rule No: 1 is : Absolute cleanliness with yourself, ingredients, Utensils, machinery, space and interior. Bad Hygiene can result into severe infections and Serious sickness.

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position: Signature: Position: Director of Restaurant Manager Date: 23.03.05 Food & Beverage

Signature: Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 1.07 DEPARTMENT : Restaurant TASK: Grooming JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Grooming and personal appearance
UNIFORMS Standard uniforms to be worn without stains or tears, fitting well, Buttons not missing, No over filled pockets, No rolled up sleeves, Well pressed, With name badge Change uniform daily or when necessary BODY POSTURE Bathe daily Brush teeth daily and after every meal Up right posture, Walk straight Stand straight when standing in one place Project a positive appearance Be attentive to guest requirements Only very light perfume is permitted FINGER NAILS Short and manicured, Clean fingernails No nail polish

WHY
Positive professional image is projected in front of the guest

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

05 Food & Beverage Signature: Date: 23.Oriental Hospitality Consultants – OrientalHospitality.03.com Position: Signature: Position: Director of Restaurant Manager Date: 23.08 DEPARTMENT : Restaurant TASK: Prevention of Accidents – First Aid JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY .05 Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1.03.

Keep tools & machinery in perfect condition Make sure you know location of first aid box No smoking in the kitchen!!!!! Know the emergency procedures. menus And kitchen basics. . Do not carry heavy equipment on your own. Remove glass from sink after water drains Never catch a falling knife Clean slippery floors at once. Accident Prevention: Burns. How to keep a personal menu Book. keep arm upright. First Aid: First think – than act Stay cool and talk to the injured person Use your common sense Clean small wounds with disinfection liquid Big wounds to be treated by doctor immediate Wounds without blood are dangerous Small burns can be treated with cold & ice water right away Big burns to be treated by doctor at once With big cuts.The menu book is your personal collection Of recipes. Remove grease from ovens and air condition Clean air filters on regular basis. Turn off machinery before cleaning. Wear proper and closed shoes.The book has to be kept clean and in proper condition at all times. Call your supervisor or in-house doctor at once for serious accident APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Cuts. Rule number 1: Prevention is better than fixing!! Restaurant/Bar book: .03. Never keep knifes in sink Hand knife over the right way.05 Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 1.com To learn about prevention of Accidents and first aid at work. Never touch electric appliances with wet hand.05 PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.09 TASK: Germs In The Kitchen / Restaurant EQUIPMENT NEEDED: HOW TO DO IT WHY .Oriental Hospitality Consultants – OrientalHospitality. Never pour liquid into hot fat. Know the emergency exits Mark hot cooking utensils & tell your mate. It is your investment for a good foundation and future career.03. Never use knifes for opening tins and cans. Get to know fire distinguisher methods. working procedures.

rats and beetles.03. flies. The major reasons for infections are as follows: Dirty fingernails. mice. - - - - PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. mushrooms. hands. sneezing.03. Cockroaches. rings and other jewelry. Dirty tools and utensils. dirty machinery & cleaning utensils. watches. Wrong defrosting of food Spoiled ingredients such as seafood. meat and Protein Open wounds and infected body parts - To prevent these infections Rules and regulations for Professional hygiene has to be Followed up at all times. To long storage of ingredients in heat. Which are transmitting infections.com To understand the importance of cleanliness and Hygiene in the daily kitchen & restaurant Operation.05 Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 1.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Coughing.10 TASK: Do’s and Don’ts EQUIPMENT NEEDED: HOW TO DO IT WHY . nose peeling and food Testing with dirty fingers.Oriental Hospitality Consultants – OrientalHospitality.

Listen Then Act – Listen carefully to the guest and never contradict or interrupt. working long hours or want to go home. Keep It Clean – Always pick up any debris. 9. 10. Give A Hand – Offer to help the guest in Any situation you can. 7. Follow Up – Follow up on anything you do for a guest by contacting them personally. race. always show the way. remember that no task is too difficult to follow up on and every guest is a VIP.03. Do Not Complain – Never tell a guest that you are tired. and when he asks for It. To build a sufficient and well Motivated team which is able to give the best. religion. 5. rules and Greet everybody you see and meet. Show Your Appreciation – Thank guests for their patronage.11 TASK: Scheduling Staff .com To learn and understand 1. To guarantee the best service Possible for all guests at all Times. 6. 11. sex or appearance. 4. color. smile and basic procedures. Regulations in service with 2. Use Names – Call guests and teammates by Guests and relationship their names at every opportunity.03. with Fellow team colleagues 3. At Your Service – Most importantly. Good Grooming Habits . Guide The Way – When a guest asks for direction.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Say Hello – Establish eye contact.Oriental Hospitality Consultants – OrientalHospitality. 12. regardless of nationality. Equal Treatment For All – Never discriminate against any people. 8.At all times and proper appearance and manner.05 Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant TASK #: 1. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.

05 Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant TASK #: 1. peak seasons. to avoid any potential staffing crisis WHY   Sufficient manpower must always be available to run the operation smoothly and efficiently Incorporate vacation plan with roster     Produce roster in conjunction with vacation plan Daily/weekly schedule Schedule staff on a daily basis according to occupancy levels.e.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Produce a vacation plan  Schedule departmental holidays taking requests into consideration.Oriental Hospitality Consultants – OrientalHospitality. The busiest period must be fully staffed i.12 TASK: Safety Regulations . Schedule staff according to room service peak times (ie breakfast) PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. only after blocking periods when the department is busiest.03. public holidays and special events Ensure an even spread of holidays for every level/type of staff throughout the year.03.

8.Oriental Hospitality Consultants – OrientalHospitality. call the engineering department. 5. place the heavy load toward the body. read them attentively and follow them in every detail. Keep all knives in proper storage when not in use. 12. Limit stacks of dishes on carts to a height that will not topple if you make a sudden stop.05 Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1. Use handrails on stairs.03.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. 9. Don‟t throw water on electric outlet. Never carry so much that you obscure your vision. observe restrictions on entry and use protective equipment. 11. When carrying a tray. Close gas faucet after using the range. 6. 10. 1. In case of fire.03. Don‟t spill oil or water on the floor. They are of major importance. the front of office and proceed to fight the fire with appropriate fire extinguisher and fire blanket. Show caution in special work areas.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY The following rules and regulations are essential to the safety of the individual employee and to the safe operation of the property. 4. 2. 3.12 . Use care in handling dishes. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. 7. 13. Do not use glasses as ice scoops. Use kitchen rags when transporting hot food.

Keep all desks and file drawers closed. 16. Maintain good housekeeping in all areas. 22. Inspect equipment before you use it. Do not engage in horseplay. 17. Walk. Report all accidents and injuries to your supervisor immediately. 29. don't leave it for someone else to report. never use a machine that needs repair. 25.com DEPARTMENT : Restaurant TASK: Safety Regulations JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 14. 28. Do not operate equipment tagged " out of order " 20. Be sure you know how to do a job. do not run.05 Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1. The few minutes saved by rushing could result in an injury to yourself or another employee. 24. Report faulty equipment immediately. 19. 15. Use all safety guards on equipment. Open all doors with caution. 23.03.14 . 27. Unplug electrical equipment before cleaning it. ASK. 18. WHY PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. don't bypass them. 21. Use the proper equipment for the job.Oriental Hospitality Consultants – OrientalHospitality.03.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. if in doubt. 26. Turn on the lights before entering a dark room. Be alert to the task you are performing. not where you have been. Look where you are going.

 WHY What the guest expect: Kitchen Personnel Are knowledgeable Of their duties And responsibilities. How to satisfy – operationally         To maintain good personal hygiene practices. All staff should attend food hygiene training as outlined in the Food & Safety procedures Staff should be regularly tested on their work and hygiene knowledge. Follow company guidelines and best practice.behaviorally  Adhere to training and company guidelines.com DEPARTMENT : Kitchen TASK: Staff Behavior JOB TITLE: All Kitchen Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT How to satisfy .Oriental Hospitality Consultants – OrientalHospitality. Staff should wear the correct uniform at all times.15 . Hotel should provide and launder uniforms suitable to the tasks being carried out. Attend food hygiene training. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1. The hotel should provide ample hand washing facilities for all food handling staff.

Do not point the finger at any guest 17. Remember the guest is always right 12. supply a new one to guest 7. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 10 STANDARD OPERATING PROCEDURE . Under no circumstances should the guest hear argument 13. Do not lean against any objects such as: Table /chair / service station in the public areas WHY To guarantee the best service Possible for all guests at all times. rubbing eyes. repeat the order to guest 9. Be sure to remove all plates when guest have finished 10. 11. scratching or any other similar gesture to any part of your face / body in front of the guest 6. It is prohibited to speak loudly / argument in front of the guest 4.com DEPARTMENT : Restaurant TASK: Behavior During Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO HOW TO DO IT DO 1. Always give a friendly good bye 14. When Napkin / silverware / chopstick is dropped on the floor. Never put hands in pockets / on hips / cross arms 5. Do not speak our mother language to your staff in front of the European guest 15. Provide help when called even in another section 2. No chipped glass / chinaware should be used 8. To avoid wrong order. one or more foreign guests on a table of local guests. Never stand in group 3. always speak English 16. To maintain a pleasant and helpful attitude towards guest "smile”.Oriental Hospitality Consultants – OrientalHospitality. No picking noise. Whenever.

apparently an Indian gentleman brought It to China and cultivated it at his destination Point. Apple. 800 A. The best tea bushes are located 2000 meter above Sea level. rarely used in blends. rose hip. never with milk.03. but the climate.05 Page 2 of 10 STANDARD OPERATING PROCEDURE . smoking of food.03. which is good for air moisture And prolongs the growing process. Fruit and herb teas becoming more and more Popular. How exactly tea came to china. Special soil is not necessary. Lot of change between sunshine and Clouds are perfect.Oriental Hospitality Consultants – OrientalHospitality. tart And fruity. It took 3500 years until tea got spread to Other continents. And in the pastry for cakes. It is used for soups.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To get familiar about tea.01 TASK: Tea EQUIPMENT NEEDED: HOW TO DO IT WHY Tea is besides coffee the most drunk beverage around the world. scented with dried jasmine Blossoms. mixed herb etc. Sauces. good with food Scented Orange Pekoe: Finest grade of Indian tea.D tea bushes came to Japan. best without lemon or milk. chamomile. Hibiscus Made from hibiscus flowers. rich smoky taste. On mountain sides which are covered in clouds. its Source and usage in the Food & Beverage operation TASK #: 2.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. The Dutch brought the drink to Europe At the beginning of the 17th century. Lapsang Souchong: Black Chinese tea. Jasmine: Green tea from China. Cremes and ice cream. nobody knows Exactly. brew is red. needs slow Brewing. ginseng. it has no tannin. like mint. Keemun: Black tea from China. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.

03. -Fermenting the rolled leaves by exposing them to the air at about 27o C for a period of 4 to 5 hrs. Leaves are hand plucked from new shoots and about 6000 leaves make about a pound of tea. When more leaves are plucked it is known as coarse plucking. Tea contains 1. -The leaves are then sifted to give "small/broken leaf" or "leaf" grades. It is then planted in rows in rich fertile soil. wherein only the bud and the first two leaves are plucked for the finest quality. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.0% of caffeine. Processing &Harvesting. and essential oils that provide flavour. The three major classes of tea would include. Lower qualities might be made out of the other leaves. tannins and related compounds that affect the body and colour. The plant is an evergreen tropical bush with stiff shiny and pointed green leaves. caffeine for it's stimulating effect.com FOOD & BEVERAGE TASK #: 2. -Caramelized sugars are then added to the leaf to give color aroma and other characteristic flavours.03. -Drying the fermented leaves in ovens at about 93o C which inactivates the enzymes and reduces leaf moisture to about 4%. The plant may yield for 25 to 50 years depending on the growing conditions.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. (a) Black tea: The processing would include the following steps. This bacterial reaction destroys part of the tannic acid present and also reduces the starch and sugar content to a negligible amount.01 DEPARTMENT : Restaurant TASK: Tea JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Agronomy Tea is obtained from the leaves of the plant 'Camelia Sinesis' or 'Thea Sinesis' which flourishes on the countries with heavy rainfall. After this first step leaves are processed in different ways to produce various qualities of tea from the same leaf. -Withering the leaves to soften them and to partially dry them .The high intake of water along with tea increases the nutritional intake of tea. Tea also contains minute quantities of vitamin B (Riboflavin). this is known as table top. The shrubs are kept down to a convenient height for plucking by constant pruning.05 Page 3 of 10 STANDARD OPERATING PROCEDURE .5% to 3.Oriental Hospitality Consultants – OrientalHospitality. First the tea plant is grown in nurseries either from the seeds the shoot or the leaf itself. -Passing of the withered leaves under rollers to rupture the cell walls and release the enzymes and juices which encourages the absorption of oxygen. and tannins in the form of poly phenolic compounds. The plant is ready to yield leaves after about 3 years of growth. This drying step is known as firing. During harvesting the leaves are piled over each other which causes dampness that causes bacterial reaction. One bush is capable of providing several grades of tea at the same time although in most cases only the bud and the first two leaves of the plant are picked providing the finest tea. -Plucking of leaves. The fermentation process in case of black tea produces a varnish that coats the leaf. Constitution: The important constituents that affect the quality of the brew are.

In both quality and price SENCHA has a wide variety.03. It is a precious tea and it is served as a treat to visitors.1. About 85% of Japanese teas are SENCHA.1 The Kinds of Japanese Teas Green Teas which are stopped fermentation by steaming. 1.2 GYOKURO This is the vest Japanese Tea.com FOOD & BEVERAGE TASK #: 2.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.03. High quality one is served only on special occasions.05 Page 4 of 10 STANDARD OPERATING PROCEDURE .1.1. GYOKURO means "the dew of jewels". GYOKURO has a stronger flavour and aroma with less bitterness than SENCHA. But average qualities are for everyday use. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.Oriental Hospitality Consultants – OrientalHospitality. 1.01 DEPARTMENT : Restaurant TASK: Tea JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1.1 SENCHA The most popular type of Green Teas. This is because when the buds are about to come out.1. the teas bushes are shaded.

It has a brown colour and unique toasted flavour.1.1.4 HOUJICHA This is a roasted BANCHA.03.Oriental Hospitality Consultants – OrientalHospitality. 1. This is a type of tea ground to a fine powder. 1. and light golden beer colour when steeped.05 Page 5 of 10 STANDARD OPERATING PROCEDURE . To make MACCHA tea is mixed in hot water with bamboo whisk. But some BANCHA is very nice as a different meaning.03.com FOOD & BEVERAGE TASK #: 2.1.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. BANCHA This is understood as a lowest grade of TEA. It has a very simple taste.5 PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.01 DEPARTMENT : Restaurant TASK: Tea JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1.1.1.3 MACCHA This tea is known for using in the TEA CEREMONY. The way to serve HOUJICHA is same as BANCHA.1. It is also pleased to drink after meals or when thirsty. so it is pleased to drink after meals or to drink when thirsty.

03.5 HOUJICHA This is a roasted BANCHA It has a brown colour and unique toasted flavour.6 MECHA It is tea buds selected while refining SENCHA or GYOKURO.1. GENMAICHA It is a mixture of BANCHA and popped GENMAI (hulled rice kernels). It has strong flavour and taste.7 KUKICHA It is tea stems also selected while refining.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 2.1.1. It is also pleased to drink after meals or when thirsty.1. It is also for everyday use.03.1. It is better than coffee when standing sleepy 1.1. and light golden beer colour when steeped. It is also everyday use PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. It taste light and has fresh flavour.Oriental Hospitality Consultants – OrientalHospitality.05 Page 6 of 10 STANDARD OPERATING PROCEDURE . 1.01 TASK: Tea EQUIPMENT NEEDED: HOW TO DO IT WHY 1. It makes a light brown tea with a savoury flavour.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. The way to serve HOUJICHA is same as BANCHA.

 The terms Pekoe and flowery pekoe describe teas containing only the finest tea buds  Orange Pekoe consists of the leaves directly under the bud. Oolong tea: The procedure of preparation of oolong tea is similar to that of black tea till the fermentation stage.05 APPROVED BY: : Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. They make a light. flavor and color come out of leaf grades more slowly than out of broken grades. but rather a type of leaf.  Sauchong first comes from the third leaf below the leaf bud.000 varieties of tea. By Pekoe we understand the leaves that have come from the second or third leaves below the bud.com FOOD & BEVERAGE TASK #: 2. The result is a pale yellow green tea with a distinct unusual flavour. GRADES OF BLACK TEA There are more than 3. The colour is copper black with a mild flavour between black and green tea. Classification and grading of tea: Green Oolong Black Mate(hollybush) Gunpowdergreen Formosa oolong peach blossom Taiwan oolong(fruity flavour) Whole leaf Brokenleaf Instant broken leaf Fannings Dust Orange pekoe Pekoe Flowery orange pekoe Size and appearance are the main criteria.It comes from the third leaf when it is long and coarse. Oolong tea is partially fermented and produced generally in China. There are three kinds: Orange pekoe has long. The two main grades are. They take their names from the districts in which they grow. thin. So we see that Orange pekoe is not really a grade. what remains are the large leaves. The name gunpowder green was given by the British colonists in China who named it for it's likeness in color and form to that of lead ball shot.  Sauchong are other large leaves. Orange pekoe is simply a size. whole leaf and broken leaf which are generally used for black teas and are further sub divided. Leaf Grades After the broken grades have been sifted out. wiry leaves that sometimes contain bud leaf. Unlike other teas only one grade of Oolong tea is made which is considered to be of a very high quality.Oriental Hospitality Consultants – OrientalHospitality. By processing whole the leaves are able to retain their enzymes that prevent them from losing their flavour. resulting in green grey balls. Fermentation is checked soon after it has begun to develop. after which the tea is alternately rolled and fired. the term does not indicate flavor or quality.03. In brewing.or pale-colored liquid. The whole leaves are then steamed and rolled. It is then sent to a factory where it is once again fired before it is packed.01 DEPARTMENT : Restaurant TASK: Tea JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT .03. Leaf grades are popular in continental Europe and in South America. PREPARED BY Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. Green tea: Here the leaves left to wither as soon as plucked until no moisture is left.05 .

05 Page 8 of 10 . greenish-brown tea. strong cup of tea. Tippy golden flowery orange pekoe. Broken tea: Broken pekoe sauchong. Hyson is a green tea with leaves rolled or twisted lengthwise." is a partly fermented. Fine tippy golden flowery orange pekoe. They make a darker. broken leaves of the broken grades make up about 80 percent of the total crop. Tippy golden flowery broken orange pekoe. The liquid generally has more color. a Chinese word meaning "black dragon.(not a fanning) PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. Orange Pekoe: Particularly tender leaves. The early crop is young hyson.03.01 DEPARTMENT : Restaurant TASK: Tea JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Pekoe has shorter leaves than orange pekoe. Orange pekoe. useful for a quick-brewing. and they are not as wiry. Gunpowder is a green tea with leaves rolled into small round pellets. Broken orange pekoe. Dust is the smallest grade. Oolong. Souchong has round leaves that make a pale liquid. GREEN TEA AND OOLONG These teas are not graded into leaf sizes. Broken orange pekoe is much smaller than the leaf grades. the mainstay of a blend.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Flowery orange pekoe. generally for catering purposes.com Page 7 of 10 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2. It is only used in blends of similar-size leaf. It is useful as filler in a blend. Flowery broken orange pekoe. Broken pekoe is slightly larger than broken orange pekoe with somewhat less color. Leaf tea: Special fine tippy golden flowery orange pekoe.03. Its main virtues are quick brewing and good color. Golden flowery orange pekoe. Golden: indicates golden brown tips.Oriental Hospitality Consultants – OrientalHospitality. Flowery: A particularly flowery aroma. Broken Grades The smaller. Fannings broken orange pekoe. Tippy: Tip of tea leaves intact. Golden flowery broken orange pekoe. stronger tea than leaf grades and are the only kind used in tea bags. Some common terms used while grading teas. It usually contains bud leaf. Fannings : Is much smaller than broken pekoe Souchong.

The most important variety is Darjeeling broken orange pekoe. Yunnan western: A tea containing high proportion of the youngest leaves.03. This has a very distinctive but tarry smoky flavour. Flowery orange fanning. Tippy golden flowery orange fanning.Oriental Hospitality Consultants – OrientalHospitality. Golden flowery orange fanning.01 DEPARTMENT : Restaurant TASK: Tea JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Fanning: Broken orange pekoe fanning. Bushes from the foot of the Himalayas produce tea with a muscatel flavour of grapes. These are all mild and have a pleasant fruity flavour. The best of Assam tea contain the tips(buds) and is known as "Tippy Assam".com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2. Orange fanning. Pekoe fanning. Orange pekoe and broken orange pekoe are the usual tea grades.Eg: Gunpowder green. Chinese oolong tea: In general they are stronger than green teas but milder than black teas. Darjeeling tea: Noted for it's distinctive delicate flavour.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Indian teas: All teas produced in India are usually black teas.03.The taste is strong and malty. Lapsang Sauchang: A large leaf tea that is rich and full bodied. Teas can also be classified region wise. which is sometimes called the "champagne of tea". Ceylon teas: Tea produced in SriLanka are all black teas. Assam: One of the classic Indian teas is grown in the Brahmaputra valley in North-East India. this has a sweet taste & a light golden color. Chinese teas: Chinese green tea: Most familiar as the tea served in Chinese restaurants. Kandy: It has a full bodied quality and strength appealing to those who especially like a robust brew PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. Like most Ceylon tea it has rich color and flavour. The small broken leaf produces a light golden drink with a subtle flavour. Eg: Keemun: a delicate and aromatic tea from north China low in tannins with a deep rich flavour. Dimbula: Grown at altitudes of 2km above sea level.05 Page 9 of 10 .

blended with Crysanthemum leaves. Rose Conyon is another rose scented tea.05 . Jasmine tea: Traditionally served in dim-sum dishes. It is a green tea. Some of them are considered to be healthful. Flavoured teas.Oriental Hospitality Consultants – OrientalHospitality. with perhaps medicinal effects PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. Fruit and flower teas are best appreciated on their own. It is considered to be the tea of connoisseurs. or allspice. tree. There is today a great variety of herbal teas made from a number of different plants. It was made from the aromatic roots and bark of the sassafras tree. Lychee tea: It is blended by the husks of the lychee fruit. The Chinese pioneered the flavouring of tea. there is also a wide range of flavoured teas.03.01 TASK: Tea EQUIPMENT NEEDED: HOW TO DO IT Japanese tea: These are quite different from Chinese teas: Sencha: These Long green leaves make a bright. etc. On the American frontier every family was familiar with sassafras tea. that is good for drinking. In addition to various types of teas. Sencha Brancha: Combination of tea and rice that results in a nutty flavour. In Peru and Bolivia there is a tea made from the dried leaves of the cacao tree. flavoured with essences. Makes a pale soothing tea. Yerba Mate and Other "Teas" Almost any hot drink that is not coffee or chocolate may be called tea nowadays.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff TASK #: 2. without milk. is made from the leaves of a species of holly found in Brazil and Paraguay. This is a classic Chinese tea. lemon and sometimes even sugar. Trinidad tea is made from the leaves of the pimento.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Rose pauchang tea: Made by interspersing flower petals with tea leaves during drying. The flowers are dried with the tea so that the delicate flavour permeates through. The leaves of several other kinds of plants are used to brew drinks. oils. The Indians of North Carolina prepared a tea called yaupon from the leaves of another hollylike tree or shrub. Crysanthemum: Medium strength black China tea. exotically scented with the addition of real jasmine flowers. or Paraguay tea. Orchid tea: This is obtained by blending a semi-fermented Oolong tea with crushed Orchid flowers. fruits. Yerba mate.03. light easy to drink tea.

The dramatized extract is then concentrated in low temperature evaporators to between 25% to 55% solids for subsequent drying. Instant. he decided it would be cheaper to sew the tea inside small cloth bags instead of sealing it in tins. tea has become common on grocery shelves along with bulk and bag teas. It was his job to popularize tea drinking in the United States. The drums are half-filled with leaves. ranging in weight from 300 pounds (136 kilograms) to 5.000 pounds (2. In desperation he filled tall glasses with ice and poured hot tea over it. In sending samples of tea to customers. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.com Page 10 of 10 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2. Satisfactory blending requires about 16 revolutions.05 . Iced tea was an immediate success. Green tea powders and soluble tea extracts have been used in Japan for many years. they are easy to prepare and leave no leaf sediment.265 kilograms). The final extract contains about 4% solids which accounts for about 85% of the soluble solids in the leaves. one chosen for reddish color relative freedom from haze and strong flavour when brewed. Thomas Sullivan of New York City owned a tea and coffee business. just before concentration. To his surprise. About ten parts of water are combined with one part of tea leaves by weight in extractors and extraction is carried out between 60oC and 100oC for about ten minutes. Teas are blended by mixing the leaves in a machine consisting of a revolving drum fitted with veins. The weather that summer turned quite hot. who represented the tea interests of India and Ceylon (now Sri Lanka). and Blechynden watched as people passed by his booth to others that were serving cold drinks. The invention of tea bags happened at about the same time. ranging in weight from 300 pounds (136 kilograms) to 5. Instant tea: The manufacture of instant tea is in several ways like that of instant coffee. In the United States tea bags are now made of a special filter paper. depending on the size of the machine. orders for the tea bags poured in.01 DEPARTMENT : Restaurant TASK: Tea JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Blending of teas: Teas are blended by mixing the leaves in a machine consisting of a revolving drum fitted with veins. Instant teas offer greater convenience than ordinary leaf tea.Oriental Hospitality Consultants – OrientalHospitality. The drums are half-filled with leaves. However the state of technology is not as advanced as in the state of coffee.03. Instant tea is primarily dried in spray driers and low temperature vacuum driers. aromatics are distilled from the extract with specially designed flavour recovery equipment. Instant tea processing begins with the extraction of the selected tea blend. Another method evaporates tea directly from a fermented leaf at a low temperature. Instant tea powder may be produced by evaporating already prepared tea until a dry powder remains. and the manufacturing and packing of them has become an industry in itself.000 pounds (2. Satisfactory blending requires about 16 revolutions. depending on the size of the machine. Freeze dried tea offers more advantages.03. Generally black tea type is used. or powdered. This dilute extract is concentrated for more efficient dehydration. Tea Innovations At the fair was the young Englishman Richard Blechynden.265 kilograms).05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.

Fruit: There are 80 different coffee trees. decaffeinated and is used In the pastry production. Production moved to India. the color is Light brown to green. Ethiopia. Espresso. In 1615. Café Latte. Cameroon. Ivory coast. TASK #: 2. Nigeria. Costa Rica. 1699 Dutch seaman planted coffee in Indonesia and from there.Oriental Hospitality Consultants – OrientalHospitality. El Salvador. Nicaragua South America: Brazil.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To understand and learn about one of the most popular drinks for most Ethnic groups. Kenia.03. Madagascar The most famous coffee recipes are from Italy. coffee reached Turkey and afterwards all over Europe. Tansania. Jemen. The color is blue/green after washed Coffee Robusta is more robust . America And Guyana. Cuba. Zaire.05 . It is of medium quality and ¼ of the world production. Honduras.02 TASK: Coffee EQUIPMENT NEEDED: HOW TO DO IT WHY The origin of coffee is the province “Kaffa” in Ethiopia.03. Guatemala. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. Two of them are very important: 2 Coffea Arabica and Coffea Robusta 2/3 of the world production is Arabica Coffee. Ghana. Uganda. Ceylon/Sri Lanka. Africa: Guinea. Cappuccino. Angola. Columbia. Gabun. Ecuador.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Café Kirsch It is used instant. The most important production sites are: Central America: Mexico. From there it spread to Arabia and the Middle East. Haiti. Peru Bolivia. The quality is very good. Venezuela.

3. 2. Unless the stipulated procedure is followed: 1. this is traditionally a white wine without carbonation. The neck and cap are dipped into a solution. The words Methode Champenoise” Cannot be used on a bottle of French sparkling wine.03 TASK: Method Champenoise EQUIPMENT NEEDED: HOW TO DO IT WHY To give the correct Explanation and detailed Guidance about Champagne The traditional Methode Champenoise used in making Grandin Sparkling Wine is a process strictly controlled by French law. A by-product of the fermentation is carbon dioxide Gas which cannot escape from the sealed bottle and goes into the solution with the wine. The results were impressive: Grandin was preferred over leading Spanish Methode Champenoise ( Freixenet & Cordoniu ) Importing wine category leaders.03.Oriental Hospitality Consultants – OrientalHospitality. The bottles are stacked lying down for 8-12 months during the second fermentation. Methode Champenoise PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. and is still made that way till today. 4. Grandin takes a total of 12 months Grandin started making Sparkling Wine with his Invented and approved Methode Champenoise in 1886.S. which freezes the sediment into a plug. The still wine is bottled and to each bottle the “dosage”. Chicago and Los Angeles. a small amount of unfermented must and yeast is added. This process is required by French law to take a minimum of 9 months. The bottle is corked and the dosage causes the wine to ferment again in the bottle. Another by-product is sediment. It is removed by stacking the bottles upside down and turning them by a quarter every few days until the sediment reaches the cap. Grandin was at parity with Korbel. The plug is “discorged” and the bottle is topped off with a little finished sparkling wine and finally corked.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.03. theiImporting Champagne category leader.05 . a leading producer of U. this turning process is called “riddling”. Grandin was preferred over Moet Chandon. Blind tastings were conducted by Arthur D. 5. Little Company among 400 sparkling wine drinkers in New York.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Grandin – Method Champenoise TASK #: 2. The grapes are pressed and the juice must be used for fermentation to make still wine.

0 – 13.5 – 13.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.0 – 15.0 12.0 – 12.0 – 13.5 12.0 – 14.0 18.0 – 12.0 – 9.0 – 13.Oriental Hospitality Consultants – OrientalHospitality.5 11.0 13.5 – 13.5 – 15.5 – 13.5 10.5 – 16.03.5 – 13.0 – 16.0 10.0 12.03.04 TASK: Alcohol Contend Of Wine EQUIPMENT NEEDED: HOW TO DO IT 8.0 – 13.5 – 14.0 11.0 10.0 12.0 – 14.0 9.5 10.0 WHY German Kabinett French vin de table German Beerenauslese German Qualitaetswein German Auslese Beaujolais Bordeaux Cru Classe Red Bordeaux Chablis Premier Cru Beaune Alsace Riesling California Chardonnay Muscadet Montrachet Chianti California Zinfandel Chambertin Rioja Reserva Chateauneuf – du Pape Australian Shiraz Barolo Sauternes Chateau d‟Yquem Fino Sherry Oloroso Sherry Vintage Port The correct suggestion as per the guest‟s request PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.0 9.0 13.5 – 14.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To learn about the alcohol Contend in wine                           TASK #: 2.5 12.5 – 12.0 – 13.0 – 12.0 12.0 11.0 – 20.0 – 10.0 11.05 .0 – 20.5 13.5 12. 19.0 15.0 12.5 11.

dry and luscious honeyed wines. Burgundy the best California examples (Kistler. The flavour of any example will depend enormously on the climate. Petaluma.  Chardonnay The worlds most popular and widely planted premium white Grape variety and the one whose name has become almost a Synonym for dry white wine. grown nowadays on the vineyards Around the world TASK #: 2.05 .05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Australians range from subtle buttery pineapple to oaky tropical fruit juice. too. Peter Michael. Chile. In Europe. soil and the particular type of clone. also raw staff like unripe apples.com Page 1 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To learn about the various white grapes. At its best in Alsace ( Zind Humbrecht. Coldstream Hills and Leeuwin show how it can be done. Spain. look around southern France ( James Herrick ). Wines that guarantee luscious sweetness will be labeled as either Vendange Tardive or the intensely sweet – Selection de Grains Nobles. Try examples from Germany. is surprisingly hard to define.  Chenin Blanc Loire variety with naturally high acidity that makes it ideal for fresh sparkling. dry and luscious sweet wines. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. taste of butter and hazelnuts. Cloudy Bay ) Elsewhere Chile is beginning to hit the mark.03. But lighter and fresher ( Te Mata. New Zealand and Italy too. as in South Africa & Jordan. lesser New World efforts are often sweet and simple and often very melony ( a flavour which comes from the clone ). Leon Beyer. oily-textured staff that smells of parma violets and tastes of lychee fruit.Oriental Hospitality Consultants – OrientalHospitality.05 TASK: The White Grapes EQUIPMENT NEEDED: HOW TO DO IT WHY To give proper guidance and suggestions for choosing the right wine For selection as preference given. Most California Chenins are semi – sweet and ordinary South Africans call it “Steen” and use it for cheap. Fallet ) where identically labeled bottles can vary greatly in their level of Sweetness. Italy ( Gaja ). There are few good Australians ( Moondah Brook ) or New Zealanders( Milton)  Gewuerztraminer Outrageous.03. New Zealand‟s efforts are tropical. Schlumberger. and Easter Europe. but beware of watery cheaper versions. Sonoma Cutter ). Giaconda.

Moscatel de Setubal in Portugal. lemony variety used in the Rhone in Hermitage. Switzerland from Provins and innovative wines from California. but with less fruit. young or after 5 – 6 years. At its Best. flowery. helped by the success of Austrian examples in tasting with white Burgund.  Pinot Blanc / Pinot Blanco As rich as Chardonnay.  Muscat The only variety whose wines actually taste as they are made of grapes. Look out for examples from Oregon ( Eyrie ). California and New Zealand. southern France and northeast Italy it is used to make dry wines. where it is known as Pinot Biancho ( Jermann ) and in Germany.Oriental Hospitality Consultants – OrientalHospitality. Moscatel de Valencia in Spain and Liqueur Muscat in Australia.com Page 2 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2 . especially in Baden where it is called Grauer Burgunder.05 DEPARTMENT : Restaurant TASK: The White Grapes JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT  Gruener Veltliner Fast rising star.03. rather than some other kind of fruit or Vegetable. it makes neutral wine. When well handled it can also do well in Italy. Fleshy limey &capable of ageing  Marsanne A classic. In Alsace. WHY PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.03. At its best However ( also in Alsace ) it can develop a lovely Cashew nut flavor. Australia (Chateau Tahblik & Mitchelton ) Southern France from Mas de daumas Gassac.05 . Look out for Beaume de Venise and Rivesaltes in southern France. Generally though it Performs best as sparkling wine ( Moscatos and Astis from Italy and Clairette de Die Tradition from France ) and as sweet fortified wine. At its worst When over-cropped.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.

Argentina and particularly Australia ( where Yalumba makes several Good examples ) While examples of affordable Viognier are welcome. ( and often over-generous exposure in Oak barrels ).03. albeit at a high price. In Eastern Europe.05 Position: Director of Food & Beverage Signature: Date: 23.05 . Today however it has been widely introduced to the Ardeche.05 TASK: The White Grapes EQUIPMENT NEEDED: HOW TO DO IT WHY  Viognier A cult grape . Viognier was once only found in Condrieu And Chateau Grillet in the Rhone.Oriental Hospitality Consultants – OrientalHospitality. most lower-priced efforts are disappointing. PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid Position: Restaurant Manager Signature: Date: 23.03.com Page 3 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 2. Clones of this grape vary widely too. because this Is a variety that performs poorly when asked to produce too much wine per acre. Languedoc-Roussillon and California and made with loving care. Peach-blossomy character. where small numbers Of good examples showed off its extraordinary perfumed.

where it is increasingly successful in blends with Nebbiolo and Cabernet. At home in Cotes du Rhone and Chateauneuf-du-Pape. it is also used in Spain ( as Garnacha ) in blends with Tempranillo. wild-berryish Italian variety. Cabernet Sauvignon King of the Medoc and Graves ( in blends with Merlot ) and top reds from the New World. Chile and Australia. Malbec Another peppery Bordeaux refugee. Good New World Cabernets can smell and taste like fresh mint. though unripe versions taste like weeds and bell peppers. Eastern Europe and southern France ( Vin de pays ) have good value examples. It shines however in Argentina and is finding a new home in Chile and Australia. but like the best Bordeaux. ( Ca del Bosco ) Grenache / Garnacha Freshly ground black pepper is the distinguishing flavour here. grown nowadays on the vineyards around the world. leathery “cigar box” charcter. Boonchong Sritawee APPROVED BY: Stefan Schmid Signature: Position: Signature: . Increasingly reveals a lovely cherry and rosepetal Character. develop a rich. sometimes with the fruity tang of sweets. used in France ( for Cahors ) the Loire and Italy where it generally produces dull stuff. There are good “bush” examples from Australia.Oriental Hospitality Consultants – OrientalHospitality.The hallmark to look for is blackcurrant. especially California. and Spain is rapidly climbing aboard ( in the Penedes and Navarra ). California and Australia. often with the sweet vanilla of new oak Casks. Also good in Argentina. Lesser examples for earlier drinking tend to be labeled as “Spanna”. There are also great Italian Cabernets. TASK #: 2.      PREPARED BY: Position: Nebbiolo / Spanna The red wine grape of Barolo and Barbaresco in Piedmont now. at its best in Piedmont.com Page 1 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To learn about the various red grapes. Carmenere A peppery-berryish grape once grown in Bordeaux And now almost only found in Chile and Italy.06 TASK: The Red Grapes EQUIPMENT NEEDED: HOW TO DO IT WHY To give proper guidance And suggestions for choosing the right wine for selection as Preference given  Barberra A widely planted. thanks to modern winemaking.

Chile. wild herbs and berries. Felton Road ). it is at its best in Pomerol. Brunello di Montalcino and a host of popular IGT wines in Italy. Australia. less tannic wines than Cabernet Sauvignon ( though some California examples seem to contradict this ) Pinot Noir The wild-rapherryish. and in St.03. the naturally thinskinned Merlot should produce softer. where the least successful wines show the Merlot‟s less lovable dull and earthy character. The recognizable flavour is sweet tobacco. this cross between Pinot Noir and Cinsaut can . such as Kanonkop make berryish young wines that may develop rich gamey-spicy flavours .06 DEPARTMENT : Restaurant TASK: The Red Grapes JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT  WHY Merlot The most widely planted variety in Bordeaux and the subject of (enthusiastic over . not to mention “ new wave” Italian-style wines in California and Argentina. plumy and liquoricey grape of red burgundy is also a major component of white and pink Champagne.) planting in California. where in some vintages it performs better than Cabernet Sauvignon.Oriental Hospitality Consultants – OrientalHospitality. Oregon. It makes red and pink Sancerre.com Restaurant Manager Director of Date: 23.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Italy makes a few good Examples but for the best modern efforts look to California.though rarely and only in the hands. Poorer examples can be dull and “muddy”. In Bordeaux.03.    PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. Pinotage Almost restricted to South Africa. Wherever it is made.05 Food & Beverage Date: 23. where wines can taste of ripe plums and spice.05 Page 2 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2.03. Emilion.05 .03. Sangiovese The grape of Chianti. South Africa and especially New Zealand (Martinborough . as well as light reds in Alsace and Germany (where it Is called “Spaetburgunder” ).

05 . In California it makes rich. spicy. Often blended with Garnacha. blueberryish reds ( see Turley and Ridge Vineyards ). Surprisingly Good too. Outside California. sweet pink “ White Zinfandel “. Tempranillo Known under all kind of names around Spain . the grape gives Spanish reds their recognizable strawberry character.03.06 TASK: The Red Grapes EQUIPMENT NEEDED: HOW TO DO IT WHY Syrah / Shiraz The spicy. Cornas etc.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.com Page 3 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO  TASK #: 2.03. it works well with Cabernet Sauvignon. So far little is used in the New World.   Zinfandel Until recently thought of as California‟s “own” Variety. Increasingly successful in California and Washinton State and finally in South Africa. Marquis de Grinon has a great Spanish example And Isole e Olena makes a fine one in Tuscany. in both Switzerland and New Zealand. “ports” and often with a little help from sweet Muscat . but watch out for examples from Argentina and Australia. but now proved (by DNA tests) to be the same variety as the Primitivo in southern Italy. brambly grape of the Northern Rhone ( Hermittage. including Cencibel in Navarra and Tinto del Pais in Ribeira del Duero and Tinta Roritz in Portugal.Oriental Hospitality Consultants – OrientalHospitality. ) and the best reds of Australia ( Henschke Hill of grace and Penfolds Grange ) where it is also blended with Cabernet Sauvignon ( just as it was once in Bordeaux ). PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. Cape Mentelle makes a good example in Western Australia.

the better. The tall funnel shape is designed to capture aroma Or bouquet. sour. An ideal tasting glass is About 6 in ( 152 mm ) High and would hold 7 fl oz. Assuming it isn‟t cloudy (if it is. Thus the procedure for tasting wine pivots around the moment of inhalation. clarity and visual texture of the wine. ( 215 ml ).  Tilt the glass away from you and take a first and Careful look at the precise colour. The mouth detects what is sweet.com Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO A wine tasting to be arranged and the necessary guidance provided. oily or astringent. lips or palates.  The more watery and brown it is. Wine is tasted vividly from thin glass. within reason.03.  Do this over a piece of white paper and look at the rim of the liquid.03.07 TASK: Tasting Wine EQUIPMENT NEEDED: HOW TO DO IT WHY Proper arrangements and explanations are given Wine glasses are clean and polished The labels of the bottles are clearly visible A judgment form to tick off each section is handed out The sommelier or waiter to be professional The secret of getting maximum pleasure out of wine is to remember that we smell tastes: It is our noses and the nerves high in the brain Behind the nasal cavity that distinguish nuances Of flavour – not our tongues.  Then continue to swirl the wine to volatize its aroma while you concentrate.05 . See  The look of a wine can tell a lot. sent it back ). salty.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. which need the nose to apprehend them. Professional tasters often hold the glass by its foot. Bitter. burning.    It needs a long enough stem to keep the hand away from the bowl. since the sense of smell Rapidly wearies. for the taster‟s nose. But the colour and character of a flavour lie in its volatile compounds. the older the wine. Swirl  Vigorously swirl the wine around the glass for a Moment to release any reluctant smells.   TASK #: 2. The first sniff is crucial.  The glass should only filled about a fifth of its capacity PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. it will reveal its age and hint at the grape and origin. For tasting purposes it is Usually filled only to about 1/5 of the capacity.Oriental Hospitality Consultants – OrientalHospitality. The thinner the glass.

suck air between your teeth and through the liquid and “Chew” it so it reaches all parts of your mouth. Those of different wines of the same Type in a single vintage are known As “horizontal”.  What are your first impressions. Is it spicy. is the flavour still there ? PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. a third of a mouthful.  On the other hand. same impressions as before.  The smell can tell you more about a wine than anything else.Oriental Hospitality Consultants – OrientalHospitality. a clean. Some tasters swallow a few drops to exercise the texture as the wine passes down the throat.07 TASK: Tasting Wine EQUIPMENT NEEDED: HOW TO DO IT WHY Sniff  You sniff a wine before tasting it for the same reason you sniff a carton of milk before pouring its content into coffee.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. or do several contribute to a “complex” overall effect? Now concentrate on the texture of the wine. herbaceous. take one long sniff or a few brief ones. which fruit does it remind you of. rich or lean? Sip Take a generous sip.  TASK #: 2. First impressions are crucial and should trigger recognition. without the smell of wine barrels or distraction of friendly chatter – And above all without the chunks of cheese.  When sniffing try to exclude all other thoughts and sniff. swallowing is an indulgence. dry.com Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Vertical & Horizontal Tastings of the same Wine from different Vintages are known as “ vertical”.05 . Remember: The ideal conditions For a testing are rather unattractively Clinical.03. sweet. while others – like Gewuerztraminer are almost oily. if what you want is the taste. The final judgment comes when the volatile compounds rise into the upper nasal cavity. Hold the wine in your mouth for a little longer to release as much flavour as possible Focus on the flavour. salami or bread. Muscadet is a good example with a texture that is closer to water.  When sniffing. Concentrate on whether the wine seems fresh and clean.. Spit      The only reason to spit a wine out – unless it is actively repellent – is to remain upright at the end of a lengthy tasting. ham. some like Chardonnay are mouth-coatingly buttery. well lit place without the Suggestive power of Atmosphere.03. if the wine is fruity. you should have 90 % of the flavour while the wine was in your mouth.  Pause for a moment after spitting. is there just one flavour.

Wine for decanting needs to be held in apposition near to horizontal as possible.03. Cabernets. A special silver funnel has been devised which Has a perforated strainer in the base and a spout Curved sideways to prevent the wine from Splashing down the neck of the decanter PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.05 . whether “breathing” is a good thing or not. decant at Least on hour before drinking and experiment with Periods of up to 6 hours. It should never be used for pouring Wine at the table 2. while it is being opened prior to Decanting it. Pinot Noirs and Spanish wines decant just before serving 1. which means the cork can be drawn in a Single. which draws the cork up into itself With almost infallible ease. The worm is TeflonCoated. screwing action.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2. 3. Australian Shiraz. The corkscrew being used mostly is the Screw pull. As soon as it approaches the neck.08 DEPARTMENT : Restaurant TASK: Decanting Wine JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY To give the correct service and detailed step-by-step Demonstration. Now pour the wine into the decanter in one Continuous movement. “Young” red burgundy. Red Rhones.Oriental Hospitality Consultants – OrientalHospitality. Decanting wine There is much debate about whether and when to decant wine. Vigorous young vintages ( at 10 years. The purpose of a wine basket is to hold a bottle in This position. a poor 4-5 years ) Like Red Bordeaux. 4. Stop pouring. Barolo and Barbaresco.03.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.. so that you can watch the Sediment . Portuguese Reds and other similar tannic wines. holding the bottleneck Over candle light. Heavy Zinfandels.

Cava etc. Retsina 4 .5º C 7 .6º C Light Muscats 4 .5º C Tokaji 5 .10º C 8 .10º C 9 . Cream Sherry. Barossa Riesling. Verdicchio Beaujolais Nouveau California Sauvignon Blanc Amontillado.5 . Vin Jaune Hungarian & best German Whites Liqueur Muscats Best White Burgundies & Graves Best Sweet German Wines.5º C Sweet Loire Chenin Blancs 5 .05 .7. 4.9º C 6.03.13º C PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.8º C 7 . Lambrusco.11º C 9 . Vin Rose Chablis.10º C      8 .9º C 7 . Macon.8º C Gewuerztraminer 5. Muscats.2 . Old Hunter Valley Whites Top Californian/Australian Chardonnays 6 . Frascati. Vinho Verde 5 .9º C Dry Whites    7 .09 TASK: The Temperature For Serving Wine EQUIPMENT NEEDED: HOW TO DO IT WHY The correct wine temperature To be served or according to Request. Montilla.5º C Sparkling Wine.Oriental Hospitality Consultants – OrientalHospitality. Fino Sherry German and Austrian Wines Soave.12º C 12 . Orvieto.com Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Wine temperature Sweet Whites              TASK #: 2.7º C Sauternes 5 . Sancerre Pouilly.6.9.5 .8º C Johannisberg Riesling Non Vintage Champagne Fendant. Domestic fridge temperature Gros Plant.8.6º C Eiswein.7º C Aligote 4. Sylvaner 6 .7.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Bordeaux Blanc Best Champagne. Yugoslav Riesling NZ Sauvignon Alsace Riesling Chardonnay. South African Chenin Blanc.11º C 10 .8º C Muscadet. Sekt.03.14º C 10 .5 .

12º C 12 .Oriental Hospitality Consultants – OrientalHospitality. Madeira Fiasco Chianti. Top Red Rhone 14.17º C Vintage Port.03.14º C 12 . Cahors.5 .05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.03.14º C Full Scale Reds      Red Bordeaux.09 TASK: The Temperature For Serving Wine EQUIPMENT NEEDED: HOW TO DO IT WHY Light Reds      Chinon. Light Zinfandels 10 .17º C Bandol 15 .18º C Pinot Noir Red Burgundy. Dole Valpolicella. Sicilian Reds “Bull‟s” Blood. Fine Red Bordeaux 16 . etc. Tawny Port. Madiran 14 .14º C 12 .com Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 2.05 .14º C 12 .16º C Californian/Australian/Oregon 14 . Barbera Midi Reds Corbieres. Valdepenas Cotes Du Rhone ( Red ).18º C Best California Cabernets & Zinfandel Top Australian Cabernet/Shiraz PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.

Savoie whites ( Crepy. Portuguese Vinho Verde and Spanish Albarino. Those with relatively high acidity are also good with many Australian Rieslings.Oriental Hospitality Consultants – OrientalHospitality. Most Kabinetts and some Spaetlese Light French Sauvignons From Bergerac and Touraine. The very aromatic German-style grapes are nearly always in this or the sweet white wine category. PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid . antipasto. Gruener Veltiners. or to be particularly pleasant as aperitifs without the addition of extra flavor (such as black currant or grenadine syrup) These wines are better with simple food. salad Nicoise. Verdicchio. grapey white wine with fruity and Sometimes flowery aromas This is a category that has grown most in recent years at the expense of the dry whites. crab salad. especially cold fermentation.10 TASK: The Ten Basic Wine Styles . Certain California Chenin Blancs. simple winey flavor Among the cheapest wines. capture whatever flavour the grape has and add As little as possible. Gaillac. curries & Chinese foods ( both of These are better with a little sweetness in the Wine. fresh.com Page 1 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Examples are: Most branded “jug” whites: Entre-DeuxMers.White EQUIPMENT NEEDED: HOW TO DO IT WHY Dry white wines of neutral. red mullet. Pinot Bianco & Pinot Grigio Most Spanish & Portuguese whites European Welschrieslings Many Chenin Blancs and South African Sauvignon Blanc Examples are: German Qualitaetswein. Modern techniques. mussels. Frascati. All should be served very well chilled at : About 8º C. they need slightly less simpler Austrian chilling than the previous category. Muscadet Swiss whites such as: Fendant Italian whites such as : Soave. but are dominated by seriously savory dishes and some New Zealand lack the substance to be satisfying throughout the meal. The correct wine to be served according to the guest preference Wine glasses are clean and polished The label of the bottle of wine is visible The sommelier or waiter to be professional  Light. most of all in summer. Fish stew. All these wines make excellent aperitifs or refreshing betweenMeal or evening drinks. like Australian Chardonnay or a Pinot Gris from Alsace. generally useful but too Plain to be exciting. terrines and Sausages. Sauvignons and English Suitable Mueller Thurgaus & Dishes to accompany them include: Seyal Blancs and Poached trout. Especially with strong-flavoured or highly Seasoned dishes as hors d‟oeuvres. herrings & mackerel. Orvieto Secco. cold chicken. grilled sardines. first courses. Apremont )  TASK #: 2.

Rulaender from Or German cheeses. depending or Fine French dry whites all come into this category their quality ). Lobsters and prawns. They should be served at 4º C .05 Page 2 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Examples are  TASK #: 2. Sweet Muscats like those apple tart or raspherry tart / cake. frog legs. e. clam Savennieres from the Loire. Manzanilla sherry Well scallops. tend to fight sweet wines . As well Sipped slowly by themselves and are rarely the Beerenauslesen & improved by food. Heavier Muscats are made which are not to heavy. bottle.10 TASK: The Ten Basic Wine Styles . Delicious. Australian Semillons & dry Barossa & Coonawarra Wines only should be lightly chilled ( 10º C – 13º Rieslings with 3-4 years in C ). salmon best of Frascati. sauce Verdicchio.White EQUIPMENT NEEDED: HOW TO DO IT WHY All good mature Chardonnays (e. Greece and Russia and best of all in northeast Victoria. at Setubal in Portugal. in France often as aperitifs. prosciutto. too. they Gewuerztraminer & Pinot Gris.Oriental Hospitality Consultants – OrientalHospitality. fruity sponge cakes and simple desserts Italy. crème light ones from Asti in Northern Brulee. smoked fish. snails Exceptional Italian wines ( the Onion or leek tart. aromatic from certain grapes or with the bouquet or maturity . Chocolate and Tokaji Aszu best with Foie coffee ones are fatal. in Languedoc and Roussillon. as Mature Rioja. Examples are  Sweet white wines The finest natural sweet wines are produced by the Varying from delicately fruity and lightly sweet to Action of “ noble rot”. Cortese di Gavi. Trockenbeerenauslesen Very rich and highly flavoured desserts.05 Position: Director of Food & Beverage Signature: Date: 23. Baden. but in Spain. Are best matched with a savory dish which is also Sancerre and Pouilly Fume & Rich in flavor and pale in colour. Overwhelmingly luscious. east coast of Sweet wines are usually drunk after meals. these wines are to be Sauternes and Barsac. Their equivalents High flavor often makes them taste rich even when from fully dry. sweetbreads and hard Swiss from Spain.03. white burgundies after two or more years. Alsace Riesling. Hollandaise or “monte” butter-cream sauces. these wines can be to assertive. Without food. ballotines.6º C Australia PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid White wines with body & character.g. however From Germany. poultry. France and Sicily.03.g. California & Australia. oysters.com Position: Restaurant Manager Signature: Date: 23. Soave Classico Turbot and other rich fish in butter. The best choice is a French Gras.

drier. then stronger. of adequate quality. professional possibilities with such antipasti like artichokes. antipasto. If this is difficult to arrange.03. Purply-pink. very briefly with the skins.05 Page 3 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2. herrings & mackerel. Californian “blush” wines fit polished although generally made in the same way as still into the first category. more The sommelier or picnics. Portuguese Wine glasses are carbonated fizzy roses and clean and The great exception is pink Champagne. terrines and Sausages .10 DEPARTMENT : Restaurant TASK: The Ten Basic Wine Styles . grilled sardines. which are very pale orange – crudities. to be served Roses are usually workhorse. salami or taramasalata. generally useful but too plain to be exciting. and a fourth. Few things The label of the Spain and Italy are stronger and bottle of wine is are more delicious. red mullet. and more sun-burnt separating it and making it like white wine. Both are made usually Pink wines need to be served really cold. Gaillac. compromise wines usually faintly sweet Loire style. Fish stew. simple winey flavor Among the cheapest wines. Orvieto Secco. A third group are visible Vins gris.03. which.White JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Examples are: Roses divide broadly into two The correct wine  Rose Wines camps: the light. and the Provencal style with oily and grey than pink. than most whites. Tavel rose ( before undergoing a second fermentation in from the Rhone most roses from the bottle. choose a light Red wine instead. guest preference of red grapes. Especially with strong-flavoured or highly Seasoned dishes as hors d‟oeuvres. brown. red-grape white wines Roses are best in summer with salads and on merely shaded with color. Examples are: Most branded “jug” whites: Entre-Deux-Mers. mussels. Verdicchio. waiter to be garlicky or even oriental dishes . or to be particularly Pleasant as aperitifs without the addition of extra flavor (such as black currant or grenadine syrup) These wines are better with simple food. Muscadet Swiss whites such as: Fendant Italian whites such as : Soave. Provencal variety. is very highly sought-after. the onion skin more alcoholic. made by fermenting the juice according to the and the drier more orange-pink. the gris more fruity.05 Position: Director of Food & Beverage Signature: Date: 23.Oriental Hospitality Consultants – OrientalHospitality. salad Nicoise. Pinot Bianco & Pinot Grigio Most Spanish & Portuguese whites European Welschrieslings Many Chenin Blancs and South African Sauvignon Blanc  Dry white wines of neutral. They have pelure d’oignon ( onion skin ). colder very dry. Frascati.com Position: Restaurant Manager Signature: Date: 23.

Portugal or Spain. not intended to mature WHY The correct wine to be served according to the guest preference Wine glasses are clean and polished The label of the bottle of wine is visible The sommelier or waiter to be professional . although Valdepenas has possibilities and no doubt Will be made fresher in the future. cheese and soft fruits as raspberries. South Africa and Australia are in the classes that follow. Fizzy red Lambrusco is a sort of Caricature of the style. In its liveliness and vigour this is perhaps the safest and best All around class of red wine for mealtimes. Barbera and Dolcetto. and even Chianti.quiches. Chile. stronger and tastier selection. in mouthfuls rather than sips. central and eastern Europe . burgundy and Rhone reds. Argentina.11 DEPARTMENT : Restaurant TASK: The Ten Basic Wine Styles . as well as California‟s “jug”reds. Cabernet from Anjou and Mondeuse from Savoie should have the same appeal. Spain provides few examples. salads. .05 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2. Light Zinfandels and Gamays From California sometimes achieve it.05 Page 1 of 3 Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Simple young Bordeaux.com PREPARED BY: Boonchong Sritawee APPROVED BY: Position: Restaurant Manager Signature: Date: 23.  Plain every day or “jug” reds These are unpretentious and anonymous blended wines with little body or flavor.03. can be freshly fruity if they are caught Young enough. hamburgers. come into the category. ham. North Africa. while it is still lively with fresh. The heat of the vineyards in California.  Grapey young reds with individuality. South Africa and South America have proved inimical to this style of wine. It is usually best served cool. ( Gluehwein in Bavaria ) Examples are: Most inexpensive imports From southern.Oriental Hospitality Consultants – OrientalHospitality. grape flavor. Beaujolais is the archetype of a light red wine: Made to be drunk young. Like the “neutral” cheap whites. grilled meats. Roussillon St-Chinian ) by the Beaujolais technique of carbonic Maceration and also of most of the popular red grape Varieties: light wines to drink young. a healthy and stimulating accompaniment to almost Any homely food. Beaujolais Villages is a better. Australia. French brands and country wines of Italy. appetizing with Anything from pate to fruit and often better than a more “serious” or old wine with strong cheese.03. with orange juice added ) and “mulled” On the stove with sugar and spices in winter. Often a slight sweetness remains in the wine to disguise its lack of body. (including those made from vegetable). plums or peaches.Red JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Examples are: Italy‟s Valpolicella and Bardolino. Ideal dishes include: pates & terrines. these are essentially wines for mealtimes. For the same reason it is the easiest red wine to drink without food. Similar Wines are now made in the Midi ( Corbieres Minervois. They are always best served rather cool as drinks on their own there are improved by being iced and in summer ( as Sangria.

ripeness. Wines that achieve this status are carefully restrained in Fairly regularly include Petrus in Pomerol.03. although those in .05 Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. grouse. Chilean Cabernet & Bordeaux They need to be served at a temperature of between Blends from New Zealand 15º C . Lamb. beef and Washington Cabernet Veal ( also sweetbreads and tongue ) chicken. Examples are: California. Category. usually but not always needed to hard not to make such big mature.11 TASK: The Ten Basic Wine Styles . are previous category. Alentejo & Bairrada. duck. These relatively delicate wines.05 Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Examples are:  TASK #: 2. Australia  Exceptionally concentrated. although Coonawarra and some very gamey birds may need wines from the next Hunter Valley reds.Oriental Hospitality Consultants – OrientalHospitality. Dalmatian Posip and Southern Vales in South Postup. Australia. but in California Chambertin and Corton in Burgundy. Oregon best ingredients and moderate seasoning. Chianti Riservas. Carmignano & These wines need more care in serving than any Vene-Gazzu. In Europe this category depends more on the vintage Most of their best wines Than the producer. reds from Dao. full flavored and And South Africa find it powerful reds. Only mild chesses should be served with Argentinian Malbec. Exceptional Roussillons made to be larger than life. such wines. Partridge. They are wines for meat and game dishes with the Top California. Hermittage and a number of wines Chateauneuf-du-Pape ( Cote-Rotie ) is often in the especially Zinfandel. since they often throw a deposit in maturing. epitomized by claret ( red Bordeaux ) of Rioja & Penedes from And most of the typical wines of Burgundy and the Spain. Top Shiraz such as Penfold‟s “Grange” and Well hung game and strong-flavored cheese are the Henschke‟s “Hill Of Obvious candidates for these wines. Pesquera and Priorato Victoria. Recioto Amarone from Valpolicella. reds.com PREPARED BY: Boonchong Sritawee APPROVED BY: Position: Restaurant Manager Signature: Date: 23. Rhone. Brunello Australia makes many di Montalcino. Portuguese others. especially in Spanish Vega Sicilia.18º C to bring out their flavor. although some of the greatest fall into the Tuscans such as next glass. pheasant are all ideal. And Pinot Noirs. depending on the ripeness of the vintage.03. Tignanello. ( not for maturing ) Barolo and Barbaresco. Barossa and Portuguese Barca Velha.Red EQUIPMENT NEEDED: HOW TO DO IT WHY Mature reds of light to medium strength and body Apart from the French This category includes most of the world‟s finest wines they include thebest Red wines.

05 Page 3 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. the appropriate price bracket are also excellent For BBQ‟s and dinners.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.com Grace” are good examples.03.03.Oriental Hospitality Consultants – OrientalHospitality.Red JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY .11 DEPARTMENT : Restaurant TASK: The Ten Basic Wine Styles .

It is one of the best wines for smoked eel and cuts the silky sweetness of fine Iberian ham. prefer sweet aperitifs The Italian bitter ones. Fortified Wines Wines whose natural strength is augmented with Added alcohol. In all cases. and the British who divide everything along class lines. which is at their maker‟s discretion. sherry. for example. all that can usefully be said is that dry versions ( whether of port. usually with borrowed names in the New World. Old Oloroso sherry. nuts and raisins.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. small glasses are needed. some sweet and some dry. is very good with cakes. Madeira has a cake especially designed for it. either during the fermentation to Preserve the natural sweetness ( as in port ) Or after they have fermented to dryness as a preservative ( as in sherry ). both vintage and tawny. The French. Port. because the alcohol strength is higher than that of table wine.05 Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant TASK #: 3.Oriental Hospitality Consultants – OrientalHospitality. Dry Sherry is always drunk with Tapas in Spain.01 TASK: Beverage Restaurant Service . PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.03. Madeira or their Equivalents are intended as aperitifs.03. Sicilian Marsala Cypriot Commandaria French vins doux naturels and a host of wines. whether dry or with added sweetness. is often drunk with Cheese.com  Examples are: Other wines in this category include Spanish Malaga And Tarragona. Since the role of these wines is largely determined By their sweetness. while sweet Ones are used either before or after meals According to local taste and custom.

e.01 TASK: Beverage Restaurant Service EQUIPMENT NEEDED: .03.g. with the beverage order are given to the waiter.Oriental Hospitality Consultants – OrientalHospitality.05 Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff TASK #: 3. what was ordered in a timely manner Beverage service    Beverages are picked up on a beverage tray from the bar All beverages are served from the right hand side of the guest The water goblet on the table is moved slightly to the left. to give room for the beverage order.   The glass is then placed where the water goblet was placed in the original set up (above the large knife) Announce the order while serving.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.T. e. Mr. “Your orange juice. The white copy is given to the bar to pick up the order and the Yellow copy is for the waiter to follow up All beverage orders are to be served within five minutes except bottle wine and some of the fresh juices.g. Carrot.O.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Beverage pick up    The white and the yellow copies of the K.03. X” PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. Apple WHY The guest to be served correctly.

03.com WHAT TO DO HOW TO DO IT Points to remember  All orders are to be served according to the cover numbers without asking the guest WHY   Have a good knowledge of the beverage list The water goblet is removed from the table if the guest does not want water  Pouring brands: o Beer – Fosters o Gin – Grants o Whisky – Grants o Vodka – Vladivar o Dark Rum – Lambs Navy o White Rum – Captain Morgan o Cognac – Hennessy VSOP  Provide alternatives if guests needs are not met by the drinks list.02 . PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.05 Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 3.Oriental Hospitality Consultants – OrientalHospitality.03.

(make sure they are fresh) Refill when half empty WHY To be served promptly and the correct order Hot Drinks Place the cup.03. pistachios) at least 4 kinds. handle to the right and spoon just above the pot and milk on the counter on saucer. Offer mini cookies or biscuits When a drink is finished always ask the guest if he/she would like a refill Table Service Cold Drinks      Collect drinks from the bar and place them on the tray. jug on saucer To be served promptly and the correct order Hot Drinks    Ashtray removal   Change ashtrays after every cigarette. Place the glass on the coaster. pistachios) at least 4 kinds. Carry the tray with your left hand.com DEPARTMENT : Restaurant TASK: Beverage Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Bar Counter Service Cold drinks         Place the coaster on the Bar counter Serve ladies first. (make sure they are fresh) Refill when half empty Same as above Offer mini cookies or biscuits Place cups (handle to the right and spoon just above). Offer nibbles (olive.Oriental Hospitality Consultants – OrientalHospitality. Offer nibbles (olive.03 . pots.03. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. Change ashtray by covering with another clean ashtray to prevent the ashes from flying.05 Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 3. Place the coasters and drinks on the table from the right hand.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.

kneels down with the tray at the guest Table. A tray Is used by the server to carry the prepare drink from the bar to the guest table or to the guest directly as in the case of a stand-up cocktail reception where there Are no tables.03 TASK: Kind Of Beverage Service .  WHY To serve our guest in the best possible way: . 2. 6.03. The waiter/waitress then asks the guest how much tonic they would like with the gin. When serving a gin tonic using tray service. The drink coaster is placed on the table. The stirrer may or may not be left at the table on a Coaster. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.05 Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant TASK #: 3.Friendly Velvet Service If serving a drink like gin tonic using velvet service: 1. 4. The service staff picks up the portioned spirit in a glass with the lemon slice. the desired mixer in a decanter or handy bottle and a stirrer from the bar. The service staff then proceeds to the guest table and Some instances.Oriental Hospitality Consultants – OrientalHospitality.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. who is most likely seated or standing at the bar counter  Tray service This is the simplest form of beverage service. 5.Sufficient .03.Fast . The tonic is poured in and the mixture stirred. 3.com DEPARTMENT : Restaurant TASK: Kind Of Beverage Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT To learn about the various Kind of beverage service  Counter service The guest‟s drink is prepared by the bartender who takes the order and prepares the drink in front of the guest. the tonic is poured in and mixed with the gin and a slice of lemon added to the drink before the waiter serves the Drink.

is indicated on the stickers or line to be drawn to Prevent any misunderstandings. This is Necessary because most bars or clubs would impose a specified time span in which the bottle must be Consumed after each time it is used. A tag or numbered sticker will be used to identify Each bottle.03. A number of bottles or volume of Mixers and soft drinks are included in the price of the bottle sale.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT  Bottle Sales Service Normally occurs in discotheques. except the spirits in question are sold by the bottles. Ice may also be presented in an ice bucket with tongs for the guests To help themselves. Very similar to Velvet Service.04 . WHY PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.03. Service staff will be on hand to serve the first and Subsequent round of drinks.Oriental Hospitality Consultants – OrientalHospitality. lounges Or pubs. In addition the dates of each time the bottle is “used” may also appear on these tags or stickers. night-clubs. Guests may also choose to help themselves to the drinks after the first round of drinks are served.05 Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 3. In a sense they become members of the club or disco and may gain entry quite easily even as a queue exists at the entrance. This card is only valid if there is spirit in the bottle from a previous visit. Subsequent orders of mixers or soft drinks Are charged accordingly.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. The person who holds purchases the bottle is given a Card to identify them as the holders of a purchased Bottle of spirit that is being held for them by the bar. These tags or stickers would normally have the names and signatures of the guest who Purchased the bottle. The volume of spirit remaining after each time it is Used.

bar snacks on the center of the table PLEASE TAKE CARE:       To dilute alcoholic beverages with chasers only with the consent of the guest The service is speedy so that there is no big gap between the time of diluting the drink with ice and the time of consumption by the guest To ensure that the measure of alcohol is correct.03. If a mixer/chaser is ordered along with the drink.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Do not ever serve drinks with short measures To change the bucket of ice placed on the table at least every 30 minutes To place at least 3 canapés per person To announce the beverages/mixers/canapés when being served PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.Ice bucket with underliner and Ice Tong . will be picked up from the bar on a shot glass by the waiter.03.Stirrer Stick -Cocktail Napkin/Paper Serviettes on a glass -Drip mat Alcoholic beverages served in individual shots are specified in ML‟s in the drink list Such liquor items once ordered by the guest.05 Page 1 of 1 STANDARD OPERATING PROCEDURE .com DEPARTMENT : Restaurant TASK: Alcoholic Beverage Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 3 4 5 6 -Appropriate Glass MATERIALS:             WHY .Oriental Hospitality Consultants – OrientalHospitality. it will be served on a decanter Stirrer sticks will be brought along on a stirrer stick holder Place the glass with paper napkins on the center of the table Place ice cubes on the main glass according to guests need Pour the alcoholic beverage from the shot glass to the main glass Place the glass on the drip mat on the table Pour the mixer/chaser on to the drink till the guest asks you to stop Place the decanter on the table with the handle facing the guest Place the stirrer stick holder on the table Place the plate of canapés.

All Aperitif straight up orders are served in a rock glass (without ice).03.03. All beverage orders are served from the right hand side of the guest.05 Page 1 of 1 STANDARD OPERATING PROCEDURE .05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.Aperitifs JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Aperitifs       WHY The order is picked up from the bar according to the guest‟s choice. All Aperitif on the rocks are served in a rock glass with ice and a cocktail pick. it is picked up in a carafe and the Aperitif in a highball glass with stirrer.05 DEPARTMENT : Restaurant TASK: Beverage Service . All Aperitif with a mixer is served in a highball glass with ice and a stirrer. The Aperitif is then placed where the water goblet was placed in the original set up (above the large knife). If the Aperitif is with a mixer. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. If the guest is away from the table.Oriental Hospitality Consultants – OrientalHospitality. The order to be served according to the guest preference Points to remember      Place the remaining carafe of mixer next to the Aperitif.com FOOD & BEVERAGE TASK #: 3. Pour the mixer into the spirit glass gently. to give room for the beverage order. The water goblet on the table is moved slightly to the left. the drinks are not to be poured until the guest returns.

g. with the cover open and a chilled Pilsner glass.03.” Place the remaining beer in the bottle next to the Pilsner glass.Oriental Hospitality Consultants – OrientalHospitality. till ¾ full. Mr. Announce the order while serving.Beer JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Beer      Points to remember  WHY The chilled bottle or the can of beer is picked up from the bar. The order to be served according to the guest preference       PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.05 Page 1 of 1 STANDARD OPERATING PROCEDURE .05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. remember to hold the bottle or can with the label facing the guest and remember not to touch the glass with the bottle or the can. The Pilsner glass is then placed where the water goblet was (above the large knife). “Your Fosters. to give room for the beverage order. Pour the beer into the Pilsner glass gently. e. the drinks are not to be poured until the guest returns.03. X. On guest request. All beverage orders are served from the right of the guest.06 DEPARTMENT : Restaurant TASK: Beverage Service . If the guest is away from the table. the beer is poured into the glass on the beverage tray itself in order not to form a layer of foam on top. Mexican beer is served in the bottle with a lime wedge inserted into the neck of the bottle. If a guest asks for a shandy (Beer and 7 Up) it is served in a Pilsner glass.com FOOD & BEVERAGE TASK #: 3. label facing the guest. When pouring the beer. The water goblet on the table is moved slightly to the left.

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 3. e.  PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.  The cocktail glass is then placed where the water goblet was placed in the original set up (above the large knife) Announce the order while serving.03. X”. to make place for the beverage order.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.07 DEPARTMENT : Restaurant TASK: Beverage Service . WHY The order to be served according to the guest preference    All cocktails are served in their respective glass. “Your Piña Colada.Cocktails JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Cocktails  The order is picked up from the bar according to the guest‟s choice. Mr.05 Page 1 of 1 . Points to remember All cocktails are served right of the guest.g. The water goblet on the table is moved slightly to the left.03.

03.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 3. “ This is your Baileys. If the guest is not at the table. All beverage orders are served from the right hand side of the guest.05 Page 1 of 1 . The glass with Liqueur is then placed where the water goblet was placed in the original set up (above the large knife) Announce the order while serving. All liqueurs are served in liqueur glass.g. Mr. the drinks are not to be poured until the guest returns. e. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23.03.08 DEPARTMENT : Restaurant TASK: Beverage Service – Serving Liqueurs JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY      The order to be served according to the guest preference Serving Liqueurs The order is picked up from the bar according to the guest‟s choice.Oriental Hospitality Consultants – OrientalHospitality. The water goblet on the table is moved lightly to the left. X. to make place for the beverage order. Points to remember    All liqueurs on the rocks are served in a rock glass with ice and a cocktail pick A single shot of spirit is 25ml and a double shot is 50 ml.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.

03. X” Points to remember  A single shot of spirit is 25ml and a double shot is 50 ml. to make place for the beverage order.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 3.03. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. “This is your Cockburns.Oriental Hospitality Consultants – OrientalHospitality. The glass with port or sherry is then placed where the water goblet was placed in the original set up (above the large knife) Announce the order while serving. Mr.09 DEPARTMENT : Restaurant TASK: Beverage Service – Port & Sherry JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY The order to be served according to the guest preference Serving Port and Sherry      The order is picked up from the bar according to the guest‟s choice. All beverage orders are served from the right of the guest. e.05 Page 1 of 1 . The water goblet on the table is moved slightly to the left.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. All Port and Sherrys are served in a sherry glass.g.

White & rose wine glasses are filled to a 1/3. in a way Whereby he / she can read the label    With the knife or foil cutter remove the cap with a clean cut.Service -Wine linen napkin . Whereby the label should be visible From the right side.B/B plate for cork . ladies always first and finally The host.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Mise en place: .10 TASK: Service Of White – Rose Wine EQUIPMENT NEEDED: HOW TO DO IT WHY Bottle in wine cooler with ice. water and Service napkin is brought to the table Present the bottle.03.05 Page 1 of 1 .Screw pull with small knife   TASK #: 3. Now put the bottle back into the wine cooler And fold the napkin over the bottle neck   PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. pour the host for tasting If the wine gets the guest‟s approval.03.Paper napkin . pour for the Rest of the diners.Wine cooler on stand or on table with underliner & napkin . which rests on a napkin and on the left hand to the guest form the left side.Oriental Hospitality Consultants – OrientalHospitality.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Clean the cork with a paper napkin Open the bottle with a screw pull. ( don‟t drill through the cork completely. in order for the bouquet to develop fully. the guest might have a look And brief sniff Fold the bottle now into the service napkin. otherwise cork segments will drop down on the wine )      Clean the bottle neck with napkin Present the cork.

Hold the bottle with the right hand.03.Dessert plate w napkin . which will function as drop stop.Oriental Hospitality Consultants – OrientalHospitality.Paper napkin .com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Mise en place: .Drop stop  TASK #: 3.B&B plate .05 Page 1 of 3 STANDARD OPERATING PROCEDURE . foil cutter . which are taken from the cellar to room temperature. the wine napkin With the left hand to remove drops from the bottle neck. Soon enough one puts the bottle in a room which has the requested temperature.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.Pull screw. Set the bottle on the plate with napkin on the table Or on the side table ( gueridon ) Guests expect professional and proper beverage service In a timely manner.03. Red wine glasses are filled up to a ¼ and balloon glasses only to cover the bottom to fully develop its bouquet. with the difference that The red wine bottle is not folded in a service/wine napkin.before PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. Very old red wines are taken already from the cellar a day . Especially aged red wines are treated this way. Or Set a napkin bow around the bottle neck.Service napkin ( linen ) .Red Wine EQUIPMENT NEEDED: HOW TO DO IT WHY Presentation and opening is handled the same way as with white and rose wine.     “ Chambrier “    That means to bring wine bottles.11 TASK: Beverage Service .

05 Page 2 of . e. “ this is your bottle of Dom Perignon. This is done from the guest‟s left.03. the name of the champagne must be announced. The bottle of champagne is presented to the host on the white napkin with the label of the champagne facing the guest. on to the folded white napkin and then the dripping water is wiped off. In case of a guest having another drink.g.12 TASK: Champagne By The Bottle EQUIPMENT NEEDED: HOW TO DO IT WHY According to the champagne order the champagne glasses are placed on the table. Place the champagne in the wine bucket filled with half ice and a little water and a white napkin The wine bucket is brought into the restaurant with the unopened bottle of champagne in it and the wine bucket is to be fixed to the table. The water goblet on the table is moved slightly to the left. The bottle of champagne is taken out of the wine bucket.03. The order of champagne is then picked up from the bar according to the K.O. to make place for the champagne glass. the champagne glass is placed to the right of the drink.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Champagne by the bottle    TASK #: 3. X PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. The champagne glass is then placed where the water goblet was placed in the original set up (above the large knife). Mr.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.Oriental Hospitality Consultants – OrientalHospitality.T. The correct order to be served according to the guest preference Champagnes must be at the temperature of 8°C The wine glasses are clean The label of the bottle of wine is visible The champagne waiter to be professional        While presenting the champagne to the host.

03. Then the cork is taken out gently.   PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. The neck of the bottle is wiped with the white napkin and wrapped with the same. put in the pocket of the server. the champagne is taken back to the wine bucket.12 TASK: Champagne By The Bottle EQUIPMENT NEEDED: HOW TO DO IT WHY         Once approved by the host. All champagnes must be served from the right of the guest.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 3. The foil is removed from the bottle. without a sound. Upon approval. remember not to shake the bottle. going clockwise round the table. serve the ladies first. The wire coil is unscrewed while the other hand is holding the bottle and the thumb is on top of the cork.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.03. When doing this.05 Page 3 of 3 . The cork is put in the wine bucket. for tasting (the label of the champagne must be facing the host while serving).Oriental Hospitality Consultants – OrientalHospitality. A little champagne is served to the host from the right hand side of the host.

the champagne is not to be poured until the guest returns. it should be turned up side down in the wine bucket. When pouring champagne. towards the end. Champagne is not served by the glass.03.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. e.03.05 Page 1 of 1 STANDARD OPERATING PROCEDURE .Oriental Hospitality Consultants – OrientalHospitality. Note: The same procedure to be followed for sparkling wines. If the guest is not at the table. Waiters must have a thorough knowledge of Champagne. all champagne glasses must be changed for the new bottle of champagne. The remaining bottle of champagne must be placed in the wine bucket with the white napkin. Whenever the wine glass is ¾ empty. Upon approval of the host. the glass must be refilled with the approval of the guest. it is to the host to taste with a new glass. In case the host changes the type of champagne. remember to twist the bottle slightly in order not to spill any droplets on the table.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO  TASK #: 3. In case of an order.            PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. the guest is informed and sparkling wine is served by the glass.12 TASK: Champagne By The Bottle EQUIPMENT NEEDED: HOW TO DO IT WHY Champagne must be poured half of the glass when serving (the bottle of champagne must not touch the rim of the glass while serving). “May I pour some more wine?” Once the bottle of wine is empty.g. another bottle is to be opened and served. When a bottle of champagne is replenished.

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 3.12 DEPARTMENT : Restaurant TASK: Beverage Service – Soft Drinks JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Serving soft drinks
 The bottle or the can of soft drink is picked up from the bar according to the guest‟s choice, with the cover loosen and a high ball glass with a slice of lemon in it. All beverage orders are served from the right of the guest. The water goblet on the table is moved slightly to the left, to make place for the beverage order. The high ball glass is then placed where the water goblet was placed in the original set up (right above the large knife). Pour the soft drink into the high ball till ¾ full. When pouring the soft drink, remember to hold the bottle or can with the label facing the guest and remember not to touch the glass with the bottle or the can. Announce the order while serving, e.g. “This is your Coke/Pepsi, Mr. X” Fix the cap of the remaining soft drink in the bottle and place it next to the high ball glass, label facing the guest. Remember not to serve a slice of lemon/Lime with an order of Ginger Ale or Fanta/7 Up, instead a slice of Orange to be served. Drinking straws will be served only on guest‟s request. If the guest is not at the table, the drinks are not to be poured until the guest returns The order to be served according to the guest preference

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PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

Page 1 of 1

Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO
Serving canned or fresh juice            

TASK #: 3.14 TASK: Serving Canned / Fresh Juice EQUIPMENT NEEDED: HOW TO DO IT

WHY

All fresh juices are made à la minute. The fresh juice is picked up from the bar according to the guest‟s choice, in a carafe and a high ball glass. All beverage orders are served from the right of the guest. The water goblet on the table is moved slightly to the left, to give room for the beverage order. The high ball glass is then placed where the water goblet was placed in the original set up (above of the large knife). Pour the juice into the high ball glass up to half of the glass. Remember not to touch the glass with the carafe. Announce the order while serving, e.g.,”Your fresh orange juice, Mr. X” Place the carafe with the remaining juice next to the high ball glass with the handle of the carafe to the right of the guest. Drinking straws will be served only on guest‟s request. If the guest is not seated on the seat, the drinks are not to be poured until the guest is back. During lunch, five kinds of fresh juices are picked up from the juice trolley and served in a Viva Grande glass using a beverage tray. A small carafe of sugar syrup is served with fresh lime juice along with a drinking straw. A fruit punch is served with a drinking straw.

To guest to be served Correctly, what was ordered in a timely manner

 

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

Page 1 of 1

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STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 3.15 DEPARTMENT : Restaurant TASK: Beverage Service – Iced Tea/Iced Coffee JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY
  Points to remember         The order to be served according to the guest preference

Iced Tea/ Iced Coffee

Iced tea is made à la minute. The iced tea glass is garnished with a rim of lime. The order is picked up from the bar in a Napoli Grange glass, a drinking straw and a small carafe of sugar syrup. All beverage orders are served from the right of the guest. The water goblet on the table is moved slightly to the left, to make place for the beverage order. The iced tea order is then placed where the water goblet was placed in the original set up (above the large knife). Offer to pour the sugar syrup in the iced tea glass. Remember not to touch the glass with the carafe. Announce the order while serving, e.g. Your Iced Tea, Mr. X” Place the carafe with the remaining sugar syrup next to the iced tea glass with the handle of the carafe to the right of the guest. If the guest is not at the table, the sugar syrup is not to be poured until the guest returns. Iced coffees are served in the same manner and in the same glass. The only exception being the sugar syrup not being served.

 

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1

STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 3.16 DEPARTMENT : Restaurant TASK: Beverage Service – Flambe’ Coffee JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY
Flambe‟ Coffee

  

The order is picked up from the bar according to the guest‟s choice. All beverage orders are served from the right of the guest. The flambé coffee is served in an Irish coffee glass with a side plate underliner and a cocktail napkin and a teaspoon. All flambé coffees are served in front of the guest Announce the order while serving, e.g.”Your Irish coffee, Mr. X”

The order to be served according to the guest preference

Points to remember

 

Freshly brewed coffee to be collected from the still room and given to the barman.

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1

STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO
Position the gueridon at the table in question. 

TASK #: 3.17 TASK: Serving Coffee EQUIPMENT NEEDED: HOW TO DO IT

WHY
Giving the guest the proper service as he /she Expects at all times

Freshly brewed coffee and cappuccino is served and replenished hot and directly in a coffee cup. All the cups, spoons, saucers and sugar trays are placed on a larger rectangular tray and are brought into the restaurant and placed on a gueridon which is positioned at the table in question. Each cup is placed on its saucer and is served with the Appropriate spoon resting on the saucer beside the cup. The handle of cup and the spoon is placed such, that they Are parallel to each other and at the edge of the table, for a particular cover. If the guest is in the midst of eating, when coffee is served, the cup and saucer is placed on the right of the cover. However if the guest‟s cover is clear, place the cup and Saucer in the centre of the cover. All coffee cups are brought to the table complete, each resting on their saucers with spoons in place. Brown, soft sugar & white granulated sugar crystals are presented in covered sugar pots with teaspoons along with fresh milk and coffee Creamer in milk and creamer jugs, all of which are placed On a lined sugar tray.

Bring the tray and place it on the gueridon.

Place the sugar tray in the centre of the table for guests to help themselves. Serve the coffee as per standard

When serving coffee after main meals, ensure to keep coffee cup refilled continuously although charged only once To serve cookies with each individual coffee order except for breakfast coffee orders and coffee orders preceding a main meal.1 cookie for 1 coffee, 3 cookies for 2 coffees,

Sugar trays are placed in the centre of the table for guests to help themselves and is left on the table until all guests Have finished with their coffee and have left the table.

Note: Coffee includes espresso items, regular coffees, double espressos and cappuccinos are served in full-sized coffee cups With teaspoons. While espressos are served in the smaller, demi-tasse cups with demi-tasse spoons.

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1

STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO 
   

TASK #: 3.18 TASK: Service Of Tea EQUIPMENT NEEDED: HOW TO DO IT

WHY
To ensure that service at all times are provided are of high standard and professional. The words you use, your posture when working also is a part of the total experience for a guest.

A tea or a coffee is a re-vitalizer. It is important that any tea or coffee order is served within a maximum of 7 minutes from the time of ordering in In-villa dining and within 4 minutes in The Bar or The Restaurant. Materials:

Water to obtained from the boiler at boiling temperature Wash the tea pot with boiling water and throw out Put tea leaves to the tea egg and insert it in to the pot. Tealeaves should be put: 1 for the pot and 1 for each person. Ex: for 1 person 2 tsp. of tealeaves, for 2 persons 3 tsp. of tealeaves, for 3 persons 4 tsp. of tealeaves. Allow it to brew for approximately 4-5 minutes and serve tea with a pot of hot water and hot milk Pour ½ tea cup with the fresh brew of tea and place tea pot on the table handle towards the guest Pour milk as per the instructions of the guest Inform guest about the hot water in case he/she needs it and place on the table Place sugar bowl on the table. A sugar bowl should have 6 sachets of white sugar, 3 sachets of brown sugar and 3 sachets of sweet and low.

    

Tea tray tray cloth tea pot hot water pot milk pot tea cup tea saucer tea spoon/sugar bowls

PLEASE TAKE CARE:  To serve cookies with each individual tea order except for breakfast tea orders and tea orders preceding a main meal. 1 cookie for 1 tea, 3 cookies for 2 teas, 5 cookies for three teas When serving tea after main meals, ensure to keep tea cup refilled continuously although charged only once

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 2

STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO
To learn about basic food Preparation for different ingredients

TASK #: 4.01 TASK: Basic Food Preparation EQUIPMENT NEEDED: HOW TO DO IT

WHY

Blanch: Blanching is a cooking process for leaf vegetables And for other ingredients a first step Poaching: Poaching is a smooth cooking process with exact Watched temperatures between 65 – 80 C Simmer: Simmering is a process at the temperature of 100C or slightly under. Steaming: Steaming is a process with dry or wheat steam, With pressure or without. Deep-frying: Deep-frying is done in a pool of fat with rising or Stable temperature. Saute: We saute ingredients in hot fat under stirring Or turning around without addition of liquid Grill: We grill items on metal sticks which are heated Through electric energy, gas or charcoal Gratinate: Gratinating is a process with items done whereby Heat source from above is used only Glacing: With glacing we steam vegetables, which is covered and coated with a kind of syrup through mixing the ingredients Baking: Baking is a process with dry heat, without fat Or liquid

In the kitchen we have to use the right cooking method for Different ingredients

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

with cover In the oven or a pressure braising pot PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: APPROVED BY: Position: Director of Stefan Schmid Signature: .Oriental Hospitality Consultants – OrientalHospitality. without liquid or cover Braising: Braising is a process with little liquid.com Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 4.01 TASK: Basic Food Preparation EQUIPMENT NEEDED: HOW TO DO IT WHY Vapeur steaming: This is a process with as little Liquid as possible Roasting: Roasting is a process at medium heat. with Constant addition of fat.

dessert Sandwich spread and diet dishes Cheese: Germany: Tilsit.Cheddar. for cakes. Tallegio. We use it for breakfast. It prevents illness and serves as a Supply for power and vitality. Double Cloucester. ice cream and chocolates and for sweet and savory sauces. Roquefort Reblochon. France: Brie. sugar. Butter Cheese. Gorgonzola.Prepared from fresh milk with different fat Used for dressings. Bleu de Bresse. its daily Delivery.Mozarella England: . pastry.05 Food & Beverage Date: 23. Blue Stilton. Cheshire Wenslydale. sauces Desserts. It is used mainly For breakfast.03. Scarmoza.Oriental Hospitality Consultants – OrientalHospitality. salads. salads. soups. Fat content: 8-15 % Cream: . Muenster. It contains Protein. Bavarian Emmenthal. storage and use in The various ethnic cuisines TASK #: 4. cheese production. Camembert. Fat content: 82% Yogurt: It is available in natural form. Red Windsor. cold kitchen Cream Cheese: .05 Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To understand about dairy Products in general.All over the world milk is the most important Food ingredient and it becomes more and more important. Parmesan. Huntsman Sage Derby. Saint Paulin . milk fat and vitamins. cold dishes. hygienically Storage and daily mice en place control Milk: . Edam.03.Italy: Bel Paese. as well as drink and fruit yogurt. Berg Kaese Sour Milk Cheese.Cream cheese is usually fresh cheese but as Well pasteurized available. Besides bread it is quite Affordable and contains the most important Nutrition. Blue Wensleydale Boonchong Sritawee APPROVED BY: : PREPARED BY Stefan Schmid .02 TASK: Dairy Products EQUIPMENT NEEDED: HOW TO DO IT WHY Make sure the proper Quality used.com Date: 23.

5 lbs Germany. The almond shaped fruit cacanate is concealed in a sort of gourd. 22 lbs Switzerland. Mexico. a Spanish chronicler and author of the history of New Spain in 1590. A handful of different varieties make up the bulk of the world crop.03 DEPARTMENT : Restaurant TASK: Chocolate JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT COCOA . Colombia..05 Food & Beverage Signature: Date: 23. The seed of the cocoa tree contains a good deal of fat and protein and would have been a imported food. Today it is to be found over the whole of the tropical belt i. The word cacao derives from the Aztec word “caahuatl” and the word chocolate from the universal transcription of the Maya “ tchocolatl” or “xocolatl. It flourishes in the most even temperature (approx. Rather it not until it was mixed with sugar later that it appealed to the European pallet. if eaten in quantity. 20* north and south of the equator. Nigeria.vanilla and cinnamon. THE COCOA TREE The cocoa tree. that the cultivation of Cacao was developed by the third Maya king Hanatipu 1000 BC.e.Theobroma Cocoa The food of the god The cocoa tree originates from the river valleys of Northern South America and was carried north into Mexico by the Mayas in the 7th century A. Ghana. 18 lbs The Netherlands.03. Sri Lanka The origin of chocolate begins in the heart of a continent. Mexican natives valued it enough to use it as a currency. containing 20 to50 beans. Brazil. part of savory dishes and recipes. Philippines. The cacao trees were first mentioned by Bernadino de Sahagun.but it was Cortez the conqueror who brought the first news of the cocoa tree to Europe in 1520. 25*C average) with high soil and air humidity. cookies. almost as a large as a cucumber. The Mayas used cacao beans as a form of currency. pralines. In a book written in 1565(The history of the world) it is said that Indian fowl(Turkey) and Cavacate (cocoa) have been unique contribution to the world from the Americas.05 Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. The Indians make a beverage out of it what they call today “ champurado ”.The Spanish leader was the first in Mexico to prepare a drink of roast cocoa beans . Ecuador. 15.The word cocoa is Aztec in origin and refers to the tree itself. which was not yet called South America. Malaysia.ground maize . named Theobroma Cacao (food of the gods) is an evergreen tree that grows up to 20 feet in height and produces pods 6 to 10 inches long and 3 to 4 inches in diameter.They take one year to ripen. The first Europeans to see the cocoa bean were probably the crew of Columbus's 4th voyage in 1502. confect and show pieces PREPARED BY: Position: Boonchong Sritawee Signature: APPROVED BY: Position: Stefan Schmid Signature: . each about an inch long.03.com Position: Signature: Position: Restaurant Manager Director of Date: 23. cakes Pastries. approx. Cameroon.3/4 of world production) are: The Ivory Coast. Of course today used in gourmet shops and Patisseries around the world for ice cream. England Chocolate is used either as a drink or like in Mexico. In the beginning the drink made from cocoa was not very much liked. which stands at about 1.Oriental Hospitality Consultants – OrientalHospitality. Legend has it. Average consumption per year/per person is: 10 lbs America. to about 600 meters above sea level. 12 lbs Europe.75 million tons today The most important planting areas(approx.D. the world chocolate is an Indian name.

COCOA BUTTER This is the fat removed by pressing cleaned cocoa mass. Kakao pods are generally harvested all the year round though most heavily from May to December. If the cocoa mass is conched then we get block cocoa. COCOA POWDER This is the pressed cocoa cake that has been ground finely with a minimum fat content of 20%. The cleaned beans are roasted cracked and then roasted again. The shell breaks off as the bean is split and the kernel is removed from the hell. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. In the English parlance the tree etc.cocoa butter was prized for its resistance to rancidity due to being very regular in composition which also gives it a sharp melting point due to which the chocolate changes from solid to liquid very fast The first step in processing is a brief fermenting of the beans and the pulp together. of any clinging flesh pieces. After this the beans are dried for 6 to 7 days. the possibility of germination is killed off and a brown coloring agent is created on its own.03.03 DEPARTMENT : Restaurant TASK: Chocolate JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT THE HARVEST AND PROCESSING Kakao trees bear buds. Sweet cocoa powder is a mixture of sugar and cocoa powder with maximum sugar content of 66-68%.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. In order not to damage the tree. The roasted kernels are then ground and milled finely to give us the cocoa mass.a large amount of fat called cocoa butter is separated and pressed cocoa cake is left behind.05 Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. The kakao fruit is long and oval and the beans are embedded in the fleshy interior of the fruit. blossoms and fruit all at the same time.03. Roasting takes place at 120*c for a varying period to reduce water content and to strengthen and round off the flavour. which is the basic stuff for the various cocoa and chocolate products. Then the beans are filled into sacks and are ready for dispatch. the fruit is neatly cut from the tree and the stem and then the fruit is gently opened up lengthways Production of Cocoa Upon receipt the beans are cleaned off any clinging dirt or foreign bodies by special machines.03. Very early in its career .com Restaurant Manager Director of Date: 23.05 Food & Beverage Date: 23. When this product is pressed. The next step is to remove the beans from the flesh and then the beans are fermented in the sun in huge heaps.is usually accepted as KAKAO until fermentation and drying is completed and then the English spelling of COCOA is used. During the fermentation and the drying the bitter taste of the beans is removed.Oriental Hospitality Consultants – OrientalHospitality. After this the beans are cleaned off.05 .03.

veal . TASK #: 4. Ireland. red and white wine. Mexico Vodka. Advocaat. United Kingdom Grand Marnier.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Eau de vin. Germany Cinzano. cremes. liqueurs.04 TASK: Beverage & Food. France Grappa. Netherland Antilles Doornkaat. The most common are white and red wine. They are usually dissolved in gelatine and folded in with sugar. Duck. France Raki. France Curacao. Puerto Rico Calvados. Scotland. Turkey Ricard. Hungary Tequila. France Rum. France Cherry brandy. Italy Cognac. sherry. Germany Maraschino. Germany Aquavit. The Netherlands. petits fours and pralines. beer and various liquers. champagne are mostly used in the pastry and bakery for desserts. Scandinavia Bacardi. Italy Ouzo. France Cassis. Cuba. champagne Rice wine. Marsala wine. USA Alcoholic beverage should be used carefully measured and Mixed with the ingredients . The saucier uses them for sauces and soups and to marinate various meats as beef. grand marnier. Germany Drambui. Poland Whiskey. France Cointreau. Alcohol EQUIPMENT NEEDED: HOW TO DO IT WHY They shouldn‟t be boiled up to long and added Last minute whenever possible. chicken. Russia. cakes and torten Mousses. egg nog liquer. Turkey Pernod. Caribean Sliwowitz.For last minute as much as possible PREPARED BY: Position: Boonchong Sritawee Signature: APPROVED BY: Position: Stefan Schmid Signature: . France Genever. As otherwise the flavor is lost. game and seafood. The Netherlands Gin. Italy Kirschwasser.Oriental Hospitality Consultants – OrientalHospitality.

05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Lemon Lychee. Grapes Fresh fruits are playing a major role in daily kitchen Production and service and are Essential for the necessary Nutrition and vitamin supply On a daily basis. Kiwis Coconut.Oriental Hospitality Consultants – OrientalHospitality.05 . Seasonal and available all year round from around the World. Kaki. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. Apple Apricots. fresh fruits are available from literally Blueberries. Figs From and to any parts of the Grapefruit. Walnuts Pears.03. Kumquat Lime. Pineapple. Avocado Bananas. Hazelnut Globe. Strawberries With well connected flights Peanuts.05 Page 1 of 4 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 4.05 Food & Beverage Date: 23.03. Cactus Figs Cherries. Olives Oranges. Mandarine Almonds. Mango Chestnuts.05 TASK: Fruit EQUIPMENT NEEDED: HOW TO DO IT WHY To learn about the most common Fruits used in the kitchen. Raspberries anywhere anytime.03.03. Peaches Plums. Cherimoya Dates. Papaya Passion fruit.com Restaurant Manager Director of Date: 23.

which has a thin colourful outer layer of zest or rind. It also flavours certain aromatic teas. There are two main types of lemon. a thick paste of lemon. It often takes place of vinegar in vinaigrette and marinades and can "cook" thinly sliced raw meat or fish. Preserved lemons are widely used for flavouring fish and meat in North African cookery. tangerine and grapefruit as well as more exotic fruits such as the ugli fruit. In Britain. while their sourness is a useful substitute for salt in special dishes. and many dish coated in breadcrumbs. The most versatile member of the citrus family must be the lemon. citron and kumquat and hybrids such as the clementine. Invaluable as decoration. where citrus oil and most of the vitamins are concentrated. turning bright yellow or orange when treated with ethylene gas. orange. citrus fruits are used in soups. ortanique and limequat. butter. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: APPROVED BY: Position: Director of Stefan Schmid Signature: . shaddock. French lemon mousse . Lemons have many uses in cooking: a squeeze of fresh lemon juice enlivens many savoury dishes and particularly sweet dishes. Lemon extract or flavouring is used in confectionery and in wines and spirits. Lemon is included in jams. and valued for juice. is grown mostly as a novelty. Citrus fruits are covered in a thick rind. such as American lemon meringue or lemon chiffon pie. lemon curd and chutneys. sugar and egg yolks. It is grown extensively in the U. With their aromatic acidity. whose cultivation goes back atleast 2. bread or scones are often served with lemon curd. most fried food and savoury fritters. rough skin preferred for its peel. The common or acid lemon seen in most markets has relatively few pips and maybe small with a smooth thin skin. and Italy. Lemons may also be preserved in salt or pickled to serve as a condiment. tangelo. Spain. their vivid colours complement almost all foods. and other large producers include Greece.05 DEPARTMENT : Restaurant TASK: Fruit JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Citrus Fruit Members of the large citrus group include the lemon. compotes. savoury stews and salads and often form the main flavour in desserts such as souffles and mousses. as in Latin American Seviche. the sweet lemon. Argentina and Chile. A good lemon is heavy for its size and perceptible smell.000 years.com Page 2 of 4 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. Lemon slices are an essential accompaniment for a seafood platter. British lemon jelly. or Italian lemon tart. or large with a thicker.S. Lemon is also used in cooking to prevent the flesh of fruit or vegetables from discolouring.Oriental Hospitality Consultants – OrientalHospitality. mainly white pith (called the albedo). lime. Tropical yellow and orange citrus varieties usually remain green even when ripe. The other type. They are also necessary ingredient of lemon tea.

Australia but not. The Maltese orange. THOMSONS. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: APPROVED BY: Position: Director of Stefan Schmid Signature: . smooth skin and yellowish colour. also called the sour. reminiscent of berries. The common orange. In the U. Another variety. Spain. are very juicy. more fragrant. quite large and with a thick skin and seeds. marinated chicken. is sour. Tahitian varieties have a thick skin and juicy pulp. and come mainly from Spain and the southern hemisphere. with or without seeds. are very juicy. They are available from December to April. Europe. and the West Indies. limes are often used in place of lemon with cold seafood and fruit salads. while sour Mexican varieties are smaller with a thin. The lime is cultivated in tropical countries. Brazil. with a firm rough skin.03..S. orange trees have been symbols of opulence. It is often known by varietal names such as Jaffa from Israel. Americans enliven their melon with lime. with a fine grained skin. The zest is used like lemon zest and will keep for a long time steeped in castor (superfine) sugar or rum. Latin America. is full of pips and is commercially used for juice Blondes are winter oranges. They are seedless and appear from the end of October. is believed to be the common ancestor and was the standard orange until the early nineteenth century.Oriental Hospitality Consultants – OrientalHospitality. is a medium sized heavy fruit. and juicier than the lemon. with seeds. the aromatic pineapple orange. which is grown in Florida. punches and cocktails. with a rough skin. and their fruit has become one of the most important of all fruit crops. Salustianas.like depression enclosing a small internal embryonic fruit. with pale flesh. and Valencia. as well as in guacamole. sorbets. Moro oranges. have highly coloured fibrous pulp. few seeds. South Africa. Shamoutis. WASHINGTONS.com Date: 23. California. not very sour and moderately juicy but with a good flavour. Bigarade or Seville orange. Lime juice is used extensively in desserts. including the Ivory Coast. In Mexico. Florida's "key" lime is the most celebrated Mexican variety. The bitter orange.05 DEPARTMENT : Restaurant TASK: Fruit JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Bright green limes are also full of sour juice and are prepared and treated in the same way as lemons. Blood Oranges have a dark red pulp and the skin may be veined with dark red. and is often used in Caribbean and Brazilian dishes. Navel oranges are characterized by a navel.03. Lime is smaller. pairing well with hot pepper.05 Page 3 of 4 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. have crisp well flavoured juicy pulp. Late oranges have pale flesh. used for juice. with a very fine smooth shiny skin. are juicy and slightly sour. Valencia oranges. Navel oranges are mainly grown in Italy and have a particularly rich flavour. coming mostly from Israel(Jaffas). while in the tropics a squeeze of lime is mandatory with papaya and guava and in Asia fresh lime juice is often added to curries. Sweet oranges can be divided into three types. jams.05 Food & Beverage Date: 23. particularly fish or meat stews. seedless and with grainy peel. and has an exceptionally good flavour. especially those with cream. have smooth firm skins and are very sharp and juicy. Through the centuries. very juicy.

ices and sorbets. which depends more on the presence of pips than on colour.03. bittersweet dry flesh with a greenish. but is often used in marmalade and candied for use in cakes. each segment being detached from the skin with a special saw knife with a curved point. jams and marmalades. Grown mainly in Thailand Also rarely seen in the markets is the citron.sodas. orangeade. frosted fruit. Mandarins are small. It is usually served as an hors d'oeuvre. for fruit salads. liqueurs & fruit wines.com Date: 23. despite its discouraging name. fritters. The grapefruit tree probably originated in the West Indies but a large percentage of the world's crop is grown in the southern United States. Oranges form the basis of an equally large range of drinks: syrups. Grapefruit are either whitefleshed with a yellow rind or pink fleshed with a pinkish blush to the rind. juice. The fruit is slightly larger than the lemon and pear shaped. soufflés. the fruit is also used to make marmalade and the juice is widely consumed as a fruit drink. The candied peel is also used in numerous desserts & cakes. Fruits with many pips have a pronounced flavour and are grown for canning. mousses. which originated in the east but is now grown mainly in Brazil. in the Caribbean it is baked in its skin then eaten hot with sugar. PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: APPROVED BY: Position: Director of Stefan Schmid Signature: . loose skinned oranges with a sweet taste. and the flesh suits bitter greens. Usually eaten raw. either as an ingredient or as a decoration. dessert creams. It is never eaten fresh. The smallest citrus is the tiny. with a diameter of upto 6 in. patisserie. The ugly fruit resembles a squashed grapefruit with a mottled greenish skin but its flesh is surprisingly sweet and juicy. They are deliciously fresh. It is a citrus fruit from China and similar to the lemon. Grapefruit juice can be added to fruit jellies and sorbets./ 15 cm. while the milder. One of the largest citrus fruits is the grapefruit. filled sponges (orangine).05 DEPARTMENT : Restaurant TASK: Fruit JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Oranges are widely used in desserts. orange oval kumquat. pipless varieties are usually eaten fresh or in salads. The two differ little in taste. cultivated for its thick aromatic rind. The shaddock( also called pummelo or pomelo) is the largest citrus.05 Food & Beverage Date: 23. yellow or pinkish skin. Perhaps the best known mandarin is the tangerine. and confectionery. The fruit has distinctive sweet sour flavour. The Japanese satsuma is a clementine(a bitter orange and tangerine cross) is bright orange red with a pebbled skin and tangy sweet flavour. slightly flat. It was brought from southeast Asia to the new world by a Captain shaddock in 1696. cut in two. resembling a large grapefruit with coarse. but may also be candied.05 Page 4 of 4 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. the sweetness is especially evident in the rind and kumquats are usually eaten unpeeled. and biscuits(cookies). avocado and fresh cheese.Oriental Hospitality Consultants – OrientalHospitality. punches.03.

g. The composition of the product and the ingredients used be within the parameters and the limits set by the food laws prevailing in the country. Fruit.02. it should have a tendency to retain its shape. and as it melts. OVERRUN: It is an increase in the volume due to the incorporation of air during churning and addition of air and cream.g. Smoothness: It is in relation with the size of the ice crystals formed in the product and therefore ice cream must be quickly frozen and churned during the preparation. preserved fruits. not less than 36% total solids. Mellorine is cheaper than ice cream because of substitution of milk fat with vegetable fats and oils.An ideal overrun should be of around 75-85% Less will make it heavy and more will make it frothy and lack in flavour . There should be quick melting effect on the palate.:.08 The frozen food obtained from cow or buffalo milk or a combination thereof or from cream and/or milk product with or without the addition of canesugar(dextrose. nuts. Starch may be added to a maximum extent of 5% under the declaration on a label as specified in the sub rule (2) of rule 53. Imitation ice cream known as Mellorine are made in various parts of the world. edible flavours and permitted food colours.03.03. E. PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid . The desirable physical properties of the ice-cream should be defined mainly in terms of the texture as it is eaten. eggs. fruits.5% weight. liquid glucose and dried liquid glucose). without greasiness or gumminess. a creamy and not a watery serum should be formed. The eggs and stabilizers added to the mixture also helps in smoothness. VOLUME OF ICE CREAM . except that when any of the aforesaid preparations contains fruits or nuts or both the contents of milk fat shall not be less than 8% by weight. Flavour acceptability is governed by the quality of the ingredients used e. The standards of ice-cream shall apply to “softee” ice cream.When 1 lit of ice cream mix increases in volume by 1 lit then the overrun is 100% . The consistency should be creamy and air content should finely distributed.Some manufacturers produce only an overrun of 25-30%. body and texture. Other than this change.Oriental Hospitality Consultants – OrientalHospitality. It may contain permitted stabilizers and emulsifiers not exceeding 0. chocolate and nuts as well as added flavours. mellorine has approximately the same composition as ice cream. The basic flavour must come from high quality milk and cream. and with no gritty or icy sensation as the ice cream warms up.05 Page 1 of 8 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.05 Food & Beverage Date: 23. The product shall contain not less than 10% milk fat . fruit juices. The mixture should be suitably heated before freezing.VOLUME OF MIX VOLUME OF MIX X 100 = OVERRUN% PREVENTION OF FOOD ADULTERATION ACT DEFINES ICE -CREAM AS FOLLOWS : PFA RULE A 11.06 DEPARTMENT : Restaurant TASK: Ice Cream JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT ICE CREAM QUALITY: Quality implies a clearly produced ice cream of acceptable flavour.com Date: 23. chocolate.

com Position: Signature: Position: Restaurant Manager Director of Date: 23.TOO MUCH SUGAR TEMPERATURE FLUCTUATION IN STORAGE.05 Page 2 of 8 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. GRITTY EXCESSIVE OVERRUN TOO MUCH STABILIZER. HIGH CONTENTS OF MILK SOLIDS. For efficient homogenization the fat phase should be completely liquid and hence a temperature near pasteurization temperature is preferred.03. ESPECIALLY WHEY. FOAMY.PASTY. Homogenization of ice-cream mix is normally carried out at a pressure of 140 to 210kg/cm2.STICKY SHRUNKEN SOGGY.PELLETS.05 Food & Beverage Signature: Date: 23. the ingredients are heated together in a jacketed tank with strong agitation so as to form a core emulsion with large fat globules of up to 15 grams in size. At the end of this treatment.06 DEPARTMENT : Restaurant TASK: Ice Cream JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT ICE-CREAM DEFECTS AND THEIR PROBABLE CAUSES CRUMBLY.ICY. ICE. INADEQUATE REFRIGERATION AT FREEZER. SPINY STEPS INVOLVED IN THE PROCESSING OF HARD ICE CREAM Ice cream is a complex system in which the stable mixed emulsion of four phase system fat-water-ice-air. During homogenization. SNOWY GUMMY. FLUCTUATING STORAGE TEMPERATURES TEMPERATURE FLUCTUATIONS IN STORAGE LEADING TO LARGE ICE CRYSTALS.VERY LOW TEMPERATURE FREEZEER. Pasteurization treatment may be carried out in mixing tank or in a separate plate heat exchanger. SNOWY FLUFFY. A second homogenization at the lower pressure such as 35kg/cm2 is used to break up the clumps. resulting in a viscous mix with poor processing properties in subsequent stages. MIXING AND PASTEURIZATION: After weighing or metering by volume. EXCESSIVE OVERRUN INADEQUATELY DISPERSED INGREDIENTS LARGE LACTOSE CRYSTALS. WATERY BUTTERY. LOW OVERRUN LOW SOLIDS CONTENT EXCESSIVE FAT DESTABILIZATION LOW SOLIDS . LOW STABILIZER CONTENT LARGE AIR CELLS.03.HEAVY. must be balanced and protected from breaking and separating. it is often found that small fat globules cohere in clumps. COARSE. GREASY FLAKY.DOUGHY WEAK.Oriental Hospitality Consultants – OrientalHospitality. the mix is converted into a true emulsion with a fat globule size of less than 2gms. GRAINY. POOR CONTROLLED FREEZER. PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid . GELATIN LUMPS SANDY.BRITTLE. LOW MILK SOLID CONTENT HIGH SOLIDS CONTENT. FLAKY.SHORT. SPONGY LUMPY.

For soft frozen ice cream . AGEING: The cooled emulsion is usually stored in a thermostatically controlled vessel for 2 to 8 hours because such ageing improves freezer performance and produces better ice-cream structure. or from a powdered mix which is dispensed in water or milk before being placed in the freezer. As hard ice-cream which has been frozen in a continuous freezer and is then either extruded.05 Food & Beverage Signature: Date: 23.06 DEPARTMENT : Restaurant TASK: Ice Cream JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT COOLING: The emulsion is immediately cooled to 4 degrees centigrade using a heat exchanger or to supper cool if fat is present. Normally this is achieved by storage at 400C for about 30 minutes. shaped and packed in small individual portions and in bulk containers up to 3 gallons in size. Ice-cream mix for this type of operation is provided as a pasteurized mix which has been stored at 40C after manufacture. Ice cream mix and the air in the desired proportion are pumped successively through the freezer. Freezing is carried out continuously in a scraped surface heat exchanger at a very low temperature of -220C to 250C for a short time and under high agitation.Oriental Hospitality Consultants – OrientalHospitality. HARDENING AND STORAGE: The temperature must be reduced after freezing until about 80% water is frozen. freezing at comparatively higher temperature is used. Absorption of protein to fat globule surface continues. which is immediately consumed. FREEZING: Ice cream is offered for sale in two forms: 1. or from cans of UHT mix which may be stored at room temperature. 2.com Position: Signature: Position: Restaurant Manager Director of Date: 23.03. During ageing the stabilizer hydrates fully and increases the viscosity of the emulsion. 5-6 hr. The importance of ageing will vary with different stabilizers.03. As soft ice cream which is frozen in small batch freezer situated at the retail outlet. PREPARED BY: Position: Boonchong Sritawee Signature: APPROVED BY: Position: Stefan Schmid Signature: . This freezing should take place quickly to avoid the formation of large crystals which cause coarseness. The final processing step for all these is hardening in a low temperature cold store at -30 to -400C and use of refrigeration distribution system.05 Page 3 of 8 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. Significant improvement in texture is noted.

Stabilizers perform several functions in ice cream. During the inevitable temperature fluctuations. ANTIOXIDANTS: The ice cream is commercially stored for a long period of time .05 Food & Beverage Date: 23. STABILIZERS: Gelatin was the first stabilizer used in ice cream manufacture . These include Sodium carboxy methyl cellulose. EMULSIFIERS: For keeping the mixture a homogeneous mass the ice cream needs to emulsified. They are often used in mixtures. ICE CREAMS ARE DESIGNATED ACCORDING TO     PHILADELPHIA ICE CREAM--> Uncooked mixture of thick cream sugar and flavorings. tannin. micro crystalline cellulose. influence the consistency of the continuous phase. ITALIAN ICE CREAM--> Similar to American ice cream. xanthan gums. there by contributing to eating characteristics such as body and creaminess. depress the freezing point of the mix.Oriental Hospitality Consultants – OrientalHospitality. mono/diglycerides from fats and oils. Vitamins.05 Page 4 of 8 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff TASK #: 4. carragenan.03. FRENCH ICE CREAM--> Cooked mixture of milk sugar and flavorings with whipped cream. stearates and oleates are used for emulsification of the ice cream.06 TASK: Ice Cream EQUIPMENT NEEDED: HOW TO DO IT FUNCTIONS OF SOME OF THE INGREDIENTS: SUGARS: Sugar content represents about half the total solids of the ice cream mix and includes lactose naturally present as a constituent of mix. oat flour is used mainly. carrobean and guar gum. AMERICAN OR PLAIN ICE CREAM--> Similar to French ice cream but may contain corn starch /flour or gelatin instead of eggs for thickening.com Restaurant Manager Director of Date: 23. encountered in the storage. They increase the viscosity of the continuous phase. Since then a number of polysaccharide stabilizers have become available. sodium alginate . Sugars acts as sweetening agents. agar. and to some extent the ice crystals size and lactose crystallization of the frozen ice cream. They regulate the development of ice crystals and thereby give a smooth textured ice-cream. Egg yolks. . citrates. They thicken the aqueous phase and modify the crystallization of ice. pectin. therefore the manufacturers add antioxidants to the ice cream mix to prevent oxidation. transport and distribution they minimize the development of large crystals and the undesirable coarse structure. so it prevents crystal formation during freezing..03.

FROZEN DESSERTS: Frozen souffle and frozen mousses are made like bavaroise which has cream and egg whites and folded into to give them lightness which allows them to be still frozen in ordinary FREEZER    .19 0.1 1 cream and custard 12% fat 52.6 16. Granite coarse crystalline ice made from fruit puree.1 1 Ice Cream cone 8.06 DEPARTMENT : Restaurant TASK: Ice Cream JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT CHEMICAL COMPOSITION OF VARIOUS ICE CREAM Ice Ingredients Water Calories Protein Fat Carbohydrates Ash Calcium(mg) Phosphorus(mg) Iron(mg) Sodium(mg) Potassium(mg) VitA(intl. liqueurs. ICE MILK: It is like ice cream but with a lower butter content .02 0.com PREPARED BY: Boonchong Sritawee APPROVED BY: Position: Restaurant Manager Signature: Date: 23.1 22. sugar.8 156 198 0. While water ice contains only fruit juices and sugar with water.8 222 2.04 0.1 1 frozen 16% fat 62.. While the French style of ice creams contain egg yolks.04 0.05 0. The egg add richness and helps to make the product more smooth since it has emulsifying properties.1 40 112 520 0.1 18 0.4 232 244 trace 0.22 0.8 123 99 0. and colouring. 2.1 1 CLASSIFICATION OF FROZEN DESSERTS AND ICE CREAM  ICE CREAM: It is a smooth frozen mixture of milk.5 78 61 trace 33 95 660 0.5 trace Ice milk 66. SORBET: Sorbet and ices are made from puree of fruits and fruit juices and sugar.7 152 4.4 1 156 124 0. Some sorbets also are flavoured with wines. cream.9 0. American sorbets however contain some amount of milk and cream and egg white to increase the volume and texture. eggs.11 0. units) Thiamin(mg) Riboflavin(mg) Niacin(mg) VitC(ascorbic acid)(mg) 10% fat 63.8 0.6 20.5 20.05 Page 5 of 8 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.9 146 115 0.1 207 4 12. Some ice creams such as Philadelphian style does not contain eggs.2 193 4.1 63 181 440 0.03.21 0. sugar.4 77. flavouring.6 0.03.05 Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. egg white.9 377 10.05 0.1 68 195 210 0.21 0.5 10.Oriental Hospitality Consultants – OrientalHospitality.8 5. while frozen it contains yoghurt in addition to the milk and cream.

particularly those based on wine or fruit juices rather than fruit purees are quite hard to make .06 DEPARTMENT : Restaurant TASK: Ice Cream JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT ICE .05 Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23. Over the years. and sour fruits may need picking up with pale pink color. It has also an advantage that it can be prepared in advance and can be stored for a longer period of time. together with crushed nut mixtures such as praline or candied fruits macerated in liqueur. This is accomplished by stirring the mixture continuously usually by machines. and coffee are still preferred . or liqueur.03. bombes and other frozen creations. more and more frozen food parlors and establishments have mushroomed in a very short time and is attributed to the fact that it is getting increasingly popular. PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid . It increases bulk by adding air as can be seen by weighing equal volumes of home made and commercial ice-cream. plus sugar and various flavourings. The higher the proportion of water. On the other hand very rich mixtures such as parfaits and bombes with a high proportion of eggs and cream freeze smoothly without stirring at all.05 Page 6 of 8 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. chocolate. When making any mixture to be frozen .03. milk.CREAM INTRODUCTION Popularity of frozen food namely ice cream needs no introduction or explanation because it is one such food item which is liked and wanted by young and old alike and is popular like certain foods all over the world. the ice crystals that form naturally during freezing must be fore stalled. and rich mixtures based on eggs. Ice cream may also be tinted with food coloring but with discretion mint and pistachio ice cream are appealing when tinted palest green. In present times there have introduction of so many new flavours and combinations made from basic ice cream that it has become one of the major profit making items on any menu-card .com PREPARED BY: Boonchong Sritawee APPROVED BY: Position: Restaurant Manager Signature: Date: 23.Oriental Hospitality Consultants – OrientalHospitality. bear in mind that taste is blunted by cold . the more ice crystals form and therefore the more thoroughly it must be stirred. For ice cream the straight forward tastes of vanilla. wine. so flavours must be concentrated with a bit of lemon juice or alcohol as well as plenty of sugar. Especially fruits like passion fruit. This is why sorbets. Of the latter custard based ice creams made of milk and thickened with egg starch but even richer mixtures are used for parfaits. Good sorbets and ices should be lightened by further adding beaten eggs and/or meringue half way through freezing while parfaits and bombes are lightened with beaten egg whites and whipped cream. citrus fruit and cherries. cream. Sorbets made of simple combinations of fruit juice or puree. A wide range of dessert are created by simply freezing . The key to good sorbet and ice-cream is the smoothness. frozen soufflés.

Two Italians. in particular. At the court of Alexander the great. that Marco Polo brought back from the East the secret of cooling without ice . Buisson.03. cream . They taught this art to the Arabs. The Chinese knew the art of making iced drinks and desserts long before the Christian era. sugary melon. Around 1775. she introduced iced desserts to the court. discuss politics and literature and above all to sample drinks and delicacies. pistachios and peach juice. green tea and citron juice. Procope(as he was now called)was soon imitated by his colleagues: in the 18th century. and also at became common during balls and reception. itinerant ice cream vendors were already selling in the streets . and later under Nero. The fashion at the time was to walk under the arcade of Palais-Royal where the fashionable cafes sold their iced specialties. with honey and snow . The end of the 18th century saw the great fashion for fromages glaces . then the first coupes. Mignonne peaches. angelica liqueur.com Position: Restaurant Manager Signature: Date: 23. agar. By the beginning of the 20th century . among other culinary novelties but the Parisian public only discovered them a century later. and with more body. Tortoni launched the iced sponge cake in 1798. when Francesco Procopio opened a cafe. egg white. . Under the Second Empire the surprise omelet was invented. the yolks of finch eggs. among which there were ices and sorbets(sherbets) that soon became all the rage.Oriental Hospitality Consultants – OrientalHospitality. Ice cream cones. In about 1750 Procope‟s successor.. called sharbets (hence the words „sherbet‟and „sorbet’). by running a mixture of water and saltpetre containers filled with the substance to be cooled. so that they could be moulded into different shapes. Louis in US.06 DEPARTMENT : Restaurant TASK: Ice Cream JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT History The history of ice cream is linked with that of gastronomy and refrigeration. etc. according to the recipes in the Preceptoral des menus royaux of 1822). portables and self contained originated in 1904 World‟s Fair in St. Thus the great fashion for water ices began in Italy. Pratti and Tortoni were especially famous for their fine ices. mousses. Ice cream soda was invented in Philadelphia the hub of ice cream manufacturing in US. hazelnuts and mint liqueur.05 Page 7 of 8 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.The manufacture of ices continued to develop .05 Position: Director of Food & Beverage Signature: Date: 23. who paid him to keep his method secret. ices became more delicate in flavour. When Catherine de‟Medici arrived in France to marry the future Henri II . Malmsey wine from Alicante. People went there to read news-sheets. Ices were served at the end of the meals.The ice bombe appeared and it became customary to serve it during any meal of any significance. richer. who began making syrups chilled with snow . such as edible gelatin . 250 limonadiers were selling ices in Paris. It was not until the 13th century however . and parfaits.The United States have been particularly inventive as regards the ice cream industry. had the idea of selling ices all year round. Nowadays stabilizers are included . In fact they had been discovered in 1650 by a French cook of Charles I of England. but these were still of poor quality. Very refined blends of flavours were invented (apricots and wild cherries. fruit salads and purees were served. and eggs appeared. agar and carob. but only in summer.03. Ancient recipes were gradually modified and adapted to the needs of industrial manufacture. Ices made with milk.

03.03.Oriental Hospitality Consultants – OrientalHospitality.05 Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.05 Page 8 of 8 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.06 DEPARTMENT : Restaurant TASK: Ice Cream JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT .com PREPARED BY: Boonchong Sritawee APPROVED BY: Position: Restaurant Manager Signature: Date: 23.

and red currant puree or pure lemon juice and kirsch are added and the mixture is adjusted to register 17 to 18 O baume.Fruit confection and ice cream served in individual containers of either glass or porcelain.05 APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 23.com TYPES OF ICE-CREAM: BAKED ALASKA:.05 Page 1 of 5 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff TASK #: 4. BOMBES GLACEES :-Layered ice cream in a semispherical bullet shaped mould with liqueur & nuts in the centre CASSATA :. Denise sundae . Peeled arranged on a dish on good layer of vanilla ice-cream & covered with sweetened raspberry.It is a piece of cake on which vanilla ice cream is served which is garnished and topped with egg white.Very rich mixture that can be frozen successfully containing large amounts of cream eggs and sugar.mocha ice cream liqueur chocolate and whipped cream PROFITEROLE :.Ripe soft peaches with white flash are blanched in boiling water for a few seconds refreshed. sliced almond PARFAIT :. Requires to be kept frozen till service time.07 TASK: Italian Cheese EQUIPMENT NEEDED: . E. and gratinated.03.Oriental Hospitality Consultants – OrientalHospitality. Italian meringue and whipped cream chopped nougatine or chopped chocolate. strawberry. BANANA SPLIT:. candied fruits macerated in kirsch / maraschino. GRANITA :. cherries. MERINGUE GLACE:.choux pastry filled with ice cream PREPARED BY: Position: Restaurant Manager Boonchong Sritawee Signature: Date: 23. Eg. OMLETTE SUPRISE :-Like Baked Alaska served with poached fruits. Attractively combined with poached /fresh / syrups whipped cream etc.Multi flavoured ice cream lined the half sphere mould centre with mixture of nuts . the meringues are arranged on the dish and garnished with whipped cream. PEACH MELBA :.This is a sherbet made of two-thirds sugar syrup and one -thirds raspberry.plain ice cream served in a silver or glass champagne glasses.03. SUNDAE :. This mixture is frozen as sorbets. Coupe Andalouse Orange segments macerated in Curacao in the coupe with lemon ice orange segments & whipped cream.Vanilla ice cream in between length wise cut banana in a boat shaped dish served with nuts COUPE :.g.A dipper of ice cream is placed between two meringue shells.

Italico ---.          PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 2 of 5 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff TASK #: 4. homogenous texture. making it ideal for the growth of the maturing and ripening of cheeses. with a fresh. Crescenza ---.07 TASK: Italian Cheese EQUIPMENT NEEDED: . Caciocavallo ----Hard cheese made from cooked pasta fillata.A firm semi hard cheese. weighing 3 to 9 pounds (1. The various types of Italian cheeses are :  Astago d’allevo ---. Available medium-fat or full-fat. mild taste.Soft cheese made from pasteurized milk since 1929. young. egg or vegetables. Flore sardo ---. It has a soft and elastic texture. stamped with the manufacturer name. in color. Counyer part of Parma from the Venetian and Lombardy side of the plateau. Soft and yellow it is very mild. Fontina ---. it has a stronger taste and is mostly grated. It originates from the Alpine plateaus and has small and mid sized holes. Matures for 20 to 40 days. Used for grating. full-fat soft cheese without a rind.Cheese from Aosta Valley made from full cream milk and has an orange rind and a soft. with a very thin smooth rind. Grana pedono ---. Mild if ripened for up to 6 months : if matured for a longer time. uncooked.Semi. Smooth. with a tangy taste after nine months. meaty texture and is very creamy.5 to 4 kg).Fat soft cheese from Lombardy in the style of the famous Bel-Paese. Bell Apes ---. Caciotta ---. When mature it can be grated. often golden yellow and a mild cheeseboard cheese. semi-hard cheese from Central Italy.cooked and pressed. used mostly for grating when older. Soft. full. mixed with rice. often made from cow or sheep‟s milk.com HOW TO DO IT Italy the is a country which is naturally blessed with an ideal atmospheric conditions. Widely available in central and southern Italy. Thin rind.Oriental Hospitality Consultants – OrientalHospitality. with a buttery mild taste. Straw yellow.Fresh. but also as a cheese board cheese with a strong aroma. fried or broiled.Medium fat cooked hard cheese with slow maturation. hard cheese from sheep‟s milk. Assuage presto ---. Deep yellow or nut coloured rind. milky cheese from Vicuna and Trento.Small. mild. weighing 18 to 26 pounds (8-12kg). It has a dark golden yellow rind.A Sardian specialty: raw.

cooked. which takes on an elastic consistency when droped in boiling water. Montasio ---. Ragusano ---. Pecorino siciliano ---. pressed cows cheese from the plateaus and the Alps of Friuli and Veneto.fat. has a full bodied taste when matured. Paglletta ---. melon or sausage and hung upto mature. and is matured in tall cylinders. yellowish white cheese made from sheep‟s milk.Sheep‟s cheese produced in Tuscany with a mild to tangy taste.com HOW TO DO IT    Marzoino ---.fillata. Piedmont and Veneto. Bound with sting into the shape of a pear.Oriental Hospitality Consultants – OrientalHospitality. Provolone ---.Uncooked. soft and a mild taste. Used for grating if matured and on the cheese board if younger. Large quantities are exported.Soft cheese from Piedmont.Cooked fat cheese from full-fat sheep‟s milk hard. Scamorza ---.Sicilian hard cheese from pasta . Also available made from a mixture of sheep‟s and cows milk. Also made mixed with sheeps milk.fat soft cheese in a classic brick shape. Matures for at least five months. It comes from Sardinia (Percorino sardo) and the area around Rome. smooth rind. Percorino romano ---. only produced in Sicily . mostly about 37 pounds (17 kg) in weight.Cream cheese made from real cream and is often used instead of the real cream.        PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 3 of 5 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. Served as a mild cheese board cheese when young .Pear-shaped cheese from cows milk with a thin. Used on the cheese board as a tangy cheese.Full.Semi-hard cheese from pasta-fillata. with a reddish. Mascarpone ---.Full. Taleggio ---. Produced in Lombardy.07 DEPARTMENT : Restaurant TASK: Italian Cheese JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT . If matured for five months or lessit‟s real fruity or otherwise grated. It has a strong taste.

They include :  Ricotta ---. however Pecorino is a hard cheese made from sheep‟s milk.in pizzas lasagne and toasted sandwich. The most famous types of Pecorino are Pecorino Romano. the rind is oiled. The young Pecorino is popular as cheese boards.An Italian unripened curd cheese originally made from buffaloes milk. Nobody actually stipulates how and from which kind of milk. where the largest flocks of sheeps graze. This is then heated to just under 122*F(50*C). It is a soft cheese with a rather moist texture. Made in various shapes. Rennin is added to the milk so that a soft gel is quickly formed. It Southern Italy Pecorino is used instead of Parmesan   PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 4 of 5 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant TASK #: 4. creamy taste and is widely used as a cooking cheese. It is smooth and mild tasting and is used in a variety of sweet and savoury dishes. and tastes pleasantly tangy. Pecorino ---. The cheese maker usually cuts the curd until it is the size of wheat germ. but now obtained exclusively from cow‟s milk. including pizzas. and from Sardinia and Sicily. It is packed in various shapes and sizes. meaning that many different versions of Pecorino can be found ranging from fresh to ripe. Once matured. Mozzarella ---.These are cheeses called “Pecorino” all over Italy. with a grey tinge. and from mild to mature.An Italian fresh unripened cheese made from the whey of the cow‟s milk. It has a mild. The mixture is poured into basket work cylinders which are woven in Sardinia. These cheese are the most common and as such deserves special mention. it is also packed shredded.Oriental Hospitality Consultants – OrientalHospitality. Pecorino Toscano. In principle.com Besides these cheese there are some of the major cheese that are promient world-wide. Pecorino siciliano and Pecorino Sardo.07 TASK: Italian Cheese . The cheese itself is light in colour. whereas when matured it is grated. Pecorino takes 8 months to mature during which time it is regularly washed with salt and water and turned. It is therefore hardly surprising that it‟s most well known representatives come from Central and Southern Italy. this is mostly hard and dark. farmers or dairies should make it. such as round and slabs.

4 million cylinders of Parmagiano-Reggiano for which they use 40.Oriental Hospitality Consultants – OrientalHospitality. It is mostly at the end of the year that the cheese maker transfers his annual production to specifically built storerooms.Reggio. Modena Mantua on the right bank of the river Po and Bologna. during which they are regularly turned and brushed. The curd. 2. the main one being that the cows either be put out to graze on a meadow or be fed not on silo cattle fodder but on alfa-alfa. This cheese can also be produced in a stipulated are which encompasses the provinces. It is lightly squeezed to accelerate the discharge of the remaining whey.Lying on stable wooden shelves the cheeses mature slowly. Whey is added to it from previous cheese making processes as a fermentation serum. the cagliata is broken with the spino(a spike). The milk curdles after 12-15mts.000 to 100000 cheeses and usually belong to banks or cooperatives which also provide some financial support. until the size is that of a wheat germ. Parma and Reggio Emilia. and then more fiercely to 131*F(55*C).Reggio. The cheese remains in this mold for a few days. fasceri.000 tones of cheese.calves stomach enzymes to it. Each year the region produces 90. It is made between April 1 to November 11 through a completely natural process and must last until at least till the end of summer following the year of production. There are also rules set up to secure the high quality of Parmigiano. The cheese maker now gradually reheats the vats to 113*F(45*C). ie. mark of origin and date of production. and the next morning the cream is skimmed off. Then together with the mornings milk it is poured into the traditional bell-shaped copper vats. These stores can hold between 50. Parmesan belongs to the category of medium fat cooked hard cheese. after which it becomes a solid slightly bulbous cylinder.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Parmesan The most famous of all Italian cheeses which as Parmesan has countless imitators has been produced using the same method for several centuries. on the left bank of the river Reno. Stirring occasionally the cheese maker heats up the milk to 91*F(33*C) in order to add rennin. A few hours later the cloth is removed and the stencil is pressed onto the cheese. two gallons of milk are needed to make one pound of this excellent cheese. The milk from the evening‟s milking is left to stand overnight.07 . After the heat has been turned off the cheese mass settles to the bottom of the vat and is removed with linen cloth.00. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 5 of 5 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. This is left in a salt solution for 20-25days after which the cheese is then sun dried for a short period of time and then finally moved to the store(cascina).000 gallons of milk. Still in the cloth the cheese is deposited in wooden or metal moulds. One even suspects that known to the Etruscans to qualify for a guaranteed certificate of origin. labelling with Parmigiano.

PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE . Diameter: between 14-18 inches(35-45cms). Colour: Light to straw yellow.  Piccante: with developed greenish blue veins and a characteristic strong taste. To allow the blue veining to spread to it the cheese is punctured with long. first from one side and then from the other a week later. before the blue veining starts. In special stores where the temperature and humidity corresponds to that of the natural caves of the Valsassina valley. salted and left to settle for 2 weeks. but eaten at room temperature to allow it‟s full aroma to be appreciated.Oriental Hospitality Consultants – OrientalHospitality. Milk is heated to a temperature between 82*F-92*F(28*-32*C). a special mold are added to the milk with the rennin.24-36 months. It‟s basic ingredient is full cream and pasteurized milk.less than 18 months Vecchio(mature)-18-24 months Stravecchio (Very mature). Structure: Fine grained and scaly. Gorgonzola: Originally only produced in the little town of the same name near Milan. and curdled using cow‟s rennin.5inches(18-24cms). Gorgonzola is today made in the provinces of Lombardy and Piedmont. All the more that Italian cheeses can also be enjoyed as a separate course on their own. CONCLUSION : Italian cheeses are one of the most famous cheeses of the world and it can be had as an accompaniment with starting from the main course to even the dessert.  Bianco: very young. Height: Between 7-9. Rind thickness: About 0.com DEPARTMENT : Restaurant TASK: Italian Cheese JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT The typical characteristics of Parmesan are :          7 Weight: Between a minimum of 50 and a maximum of 100 pounds(24-44kg). Milk enzymes and spores of penicillium Glaucum. Fat content or dry matter: At least 32%. high grade steel needles.25inch(6mm). Aroma: Mild and full bodied. Age: Fresco(Fresh). with minute barely visible holes.  Dolce: slightly marbled and very mild. Gorgonzola should be stored in a cool place. The cheese matures for three months producing the following grades. Once the curd and whey have been separated the cheese is poured into moulds of 10-12inch diameter.

use with ragu.Oriental Hospitality Consultants – OrientalHospitality. mix with oil As soon as “al dente” . butterflies.corn dishes .Cook pasta in lots boiling Saltwater. cheese & tomato sauces Ziti. tomato and buttersauces Macceroni. cream of wheat 5 EA eggs 1 EA egg yolk olive oil. in broth and tomato sauce Farfalle. pepper.100g salt per 1 ltr water . with pesto. ragu.Canneloni . nutmeg Risotto: 50g olive oil 150g onions.Pansotti . Rice JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT To prepare the different basic sauces and their extended recipes. with meat. meat & vegetable sauces Freshly made pasta dishes: Ravioli . with cream sauces Gnocchi. with oil based. little ribbons.Use best quality.Never overdrain .Agnolotti APPROVED BY: Signature: Date: Position: Director of Food & Beverage WHY Noodles: 400g flour 100g semolina. meat sauce Rigatoni.Cook pasta a`la minute As much as possible Golden rule of pasta: .whole wheat dishes Cooking of pasta: . angel hair.com FOOD & BEVERAGE TASK #: 4. Freshest ingredients Anellini. chopped 2 EA garlic. for soups. with ragu.Never overuse spice/seasoning . grated Swiss cheese PREPARED BY: Position: Stefan Schmid Signature: Date: Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. with butter. in broths Bucatini. butter bay leaf.Tortelini .Anolini . chopped 600g vialone rice 1. nutmeg Ravioli dough: 600g flour 5 EA eggs 50g sun flower oil 100g water Potato gnocchi: 1200g potatoes.8 L beef stock 150g white wine. Dumplings.-tomato. We differ between .08 DEPARTMENT : Restaurant TASK: Pasta. oil and clam sauces Lumache.09 .Never overcook . 1:5 .Never oversauce . cream of wheat 5 EA eggs 100g milk 100g water 10g salt. with chunky tomato sauce. simple oil and tomato sauces Fettuccelle.-vegetable sauces Spaghetti. with cream sauces Vermicelli. tomato sauce Penne.pasta dishes .Pour into strainer and Onto tray.Add vegetable oil to Prevent foam of protein . cooked with skin 200g flour 3 EA eggs salt. water Bavarian dumplings: 400g flour 100g semolina.gnocchi dishes .-sausage. in butter sauces Linguine. meat and tomato sauce Tagliatelle.Lasagna . with pesto and pancetta Capellini.

The ingredients are very basic: YEAST There are three types of yeast available: fresh. The delightful aroma of freshly baked pizza topped with tomatoes.com DEPARTMENT : Restaurant TASK: Pizza JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT The pizza has become a universally popular food. Bored with the usual cuisine when on a visit to Naples. When baked. such as extra virgin. This consists of a thin crust of dough topped simply with a fresh tomato sauce. richly flavoured and quickly made. Whole meal flour may also be used. named after the Italian Queen margherita . pizzas are an easy food to chill or freeze.Oriental Hospitality Consultants – OrientalHospitality. green basil and white Mozzarella. she asked to sample a local speciality. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. as well as a sense of achievement. Pizzas were usually sold on the streets by street criers who carried them around in copper cylindrical drums kept hot by coal from the pizza ovens.red tomatoes. Buy in bulk and freeze in 15g quantities ready to use whenever needed. fresh herbs and cheese rarely fails to have a mouth. and eaten by hand. Fortunately for the busy cook. and it became widely celebrated. fibre and appeal. History Of The Pizza Although there is much speculation about where pizza in its simplest form was first invented.watering effect. a handful of wheat germ or bran is added at times for flavour. mozzarella cheese. The classic Napolitana pizza is probably the best-known of the many varieties. in every form from the genuine article-thin. the flavours blend perfectly together to give the distinctive aromatic pizza.09 . fresh is usually found in health food shops and is not expensive. The word 'pizza' actually means any kind of pie. olives anchovies and a sprinkling of oregano. It was then a simple street food. FLOUR: Traditional pizza bases are made from bread dough. but was originally folded up like a book.to frozen and fast food pizzas slices. and you end up with a delicious home baked dish. ready to be cooked on demand. The local 'piazziaolo ' created a pizza in the colours of the Italian flag. dried and easy blend. OIL: For the best flavour always use a good quality olive oil. which is usually made with strong plain bread flour. The Queen Was delighted. it is usually associated with the old Italian city of Naples . It was not always round and flat as we know it today. the method is very straight forward. Another classic is the 'Margarita' pizza. There is a wide range of ready-made pizza bases as well as dry mixes which only need the addition of water before they are ready for kneading and baking THE PIZZA BASE Although making your own base can be a little time consuming. with the filling inside. crisp and oven baked .

Traditionally. use a baking sheet or a perforated pizza pan. evenly cooked crust. As pizza slices are easy to eat by hand. olives. but don't be afraid to stick to simple combinations of just two or three ingredients. Crisp salads. sorbet or ice-cream. Because of their rich flavour pizzas are best served with Italian table wine such as Valpolicella. Calabrian pizza: Traditionally this pizza PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 . resulting in a crisp. capers. coleslaw and garlic bread are ideal accompaniments and help to make up a balanced meal. Alternatively. A large peel or paddle is used to slide in and out. they make great party food. artichokes and chilies as well as cheese and herbs. Always push up the edge of the dough to form a rim to prevent the topping from spilling over while it cooks. chewy base is to bake at a very high temperature for a short time as possible. The simplest pizzas are often the most delicious and memorable as the flavours don't fight each other.Oriental Hospitality Consultants – OrientalHospitality. mushrooms. anchovies. Follow a pizza meal with a refresher dessert such as fresh fruit salad. ( bell ) peppers.the holes allow the heat and air to reach the centre of the base. pizzas are cooked in special ovens on a stone hearth. Beer too goes well with pizza. SUCCESSFUL BAKING The Secret of a crisp. Baking on a pizza stone produces the best results at home. Four seasons: traditional pizza on which the toppings are divided into four sections to depict a season of the year. These include tomato sauce. Chianti or a well. Be adventurous and experiment.com DEPARTMENT : Restaurant TASK: Pizza JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT TOPPINGS There are a number of classic ingredients that can be used regularly in pizza toppings.chilled Frascati.

crab. Pricing structure and value In the menu selection.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 4.10 TASK: Fish & Sea food EQUIPMENT NEEDED: HOW TO DO IT WHY To use seasonal fish and seafood. squid. To understand its daily use. milk fish. flounder. salmon Rainbow trout. pomfret. To learn about fresh and Saltwater fish and seafood. sharp nosed shark. sword fish. snakehead. milk fish. Maroons. snails. preferred from local supply and for special Arrangements from overseas To reduce and cut costs.Tuna fish. To get to know the various Preparation/conserving methods of Fish and seafood: Freezing Smoking Salt/Seasoning Drying/sun drying Marinating Sterilizing Saltwater fish: . stingray. Shellfish: . prawns Shrimps. grouper. To use preferable fish and Seafood from farmed sources.Lobster. turtle. barracuda catfish. mahi mahi (dolpin) . sea urgin. Spiny eel. mullet. octopus. sea cucumber PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 3 STANDARD OPERATING PROCEDURE . sheatfish. carp. river sole River eel. clams. sole. shark. turbot. mussels. lizard fish. hammerhead shark. sea bream. crayfish. yellow tail. sturgeon. river catfish.Oyster. baby squid. striped catfish. brochet. Freshwater fish: .Oriental Hospitality Consultants – OrientalHospitality. mackerel. scallops. perch. sardine. spiny lobster (langouste) . sea eel. tiger prawns. snapper. Crustacean: .herring .Trout.

whose shell is up to 2 inches (5cm) in diameter . was responsible for the elevation of the edible snail to gourmet status at the beginning of the 19th century -a la bourguignonne. This is essential to rid the snail of any poisonous leaves it may have consumed. or Turkish snails. cooled.11 DEPARTMENT : Restaurant TASK: Snails-Oysters-Clams JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Edible snails Antoine Careme (1784-1833). They are sealed with herb or snail butter and are then ready for consumption. Little compartments with special compartments were developed together with pincers that could grip their hot shells and a two pronged fork to extract the flesh. The snails are then generally blanched. concentrates on the insides. or imported deep-frozen Chinese snails which are half pound giants from the family of the Achat snails. For reasons of cleanliness the snail is subjected to three washes with water. This is strictly adhered to everywhere except in the South of France where the snails are allowed a diet of thyme. removed from their shells and usually cooked in a well seasoned bouillon. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 2 of 3 STANDARD OPERATING PROCEDURE . whilst the second . they are in fact quite indigestible and should therefore only be consumed in extreme moderation. however.Oriental Hospitality Consultants – OrientalHospitality. Canned snails are often Eastern European imports. The burgundy snail .however . with butter. Chefs now often substitute them for petite gris. They are a native of Gascony.com FOOD & BEVERAGE TASK #: 4. The gourmet. heliculture. Burgundy style. the smaller version of the edible snail with a gray body in a white or speckled yellow shell. The first cleans the outside. Our distant human ancestors did not take long to discover the delights these gastropods. realizes how meticulous the preparation of this grisly little animal is. Languedoc and Roussilon and are more suitable for domestic breeding. which are recognized by their dark flesh and black edge to the shell. garlic and parsley. Although snails contain large amount of mineral salts . Provence. Finally the snail is bathed in clear water. Once cold they are replaced in the shells which have in the mean time been sterilized. with salt and vinegar added . in the rest of France . the upper class considered snails as food for the poor. than their larger cousins. Before consumption snails must undergo a starvation diet for at least ten days. fell victim to the gourmets (and modern agriculture) and has now become very rare.

particularly on the east coast of US. The immature shells are sown in shallow waters. so as not to hide its subtle flavour or cooked stuffed like a mussel or in a soup ). but it is abundant on the Atlantic and English channel coasts living in the sands on the sea shores. Today as almost all the mussel are cultivated mussels. Mussels are grown on the sea floor. 5-10cm (2-4in) across whose large smooth shell is marked with fine circular striations. in parcels that are licensed to the fishermen by the government on lease. Clam chowder is a soup made from vegetables onions .S.A. Exported to France . Belgium. at which clams and other shellfish are cooked on heated stones under a layer of seaweed. it can be eaten raw. They have little to do with fishing as the mussel seeds arer sown and harvesting of mature shells is done by boat. The American hard clam measuring 3-6 cm 11/4-21/2" has a thick yellowish grey domed shell marked with deep concentric grooves and covered with warty lumps. Harvested twice a year May and September. the animals filtering the sea water currents may release the so called 'water blossoms' a poisons which develops due to a concentration of a certain red algae. and hence called pier mussels. In summer months . When they are about 1-11/2 inches (some 3-4 centimeters)long they are transferred into deeper water and dropped on nutrition rich subterranean banks. CLAMS A bivalve mollusc.11 DEPARTMENT : Restaurant TASK: Snails-Oysters-Clams JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT MUSSELS Dutch speak of mussels as their single natural resource. It is rarely found in the Mediterranean. But also in France region of Charente.(preferably without lemon juice. They are eaten raw or cooked like oysters or a la commodre. while between June and August mussels should not be eaten because of possible poisoning.Oriental Hospitality Consultants – OrientalHospitality.It originated in New England . PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 3 of 3 STANDARD OPERATING PROCEDURE .com FOOD & BEVERAGE TASK #: 4. The containers keeps sand out and other impurities until the mussels are ready and can be packed and shipped. These sophisticated and strictly controlled farming and marketing techniques make it possible to still eat mussels in the months whose names contain an "R": according to a old tale. A clam bake picnic originating along east coast of U. Clam introduced to France by the Americans in 1917 are gathered from sandy and muddy estuaries. Also known in France as “rigadelle” or coque ragee. When the mussels have reached size of 2-4" (5-10 cm) they are raised from the sea floor with dragnets and brought to the shore with dragnets and stored in special sea water storage container tanks. In earlier times mussels used to attach themselves to the piers. and clams garnished with strips of larding bacon . and Germany. so the danger of encountering it is small.

Remove the upper shell. 5.  Claires have been refined in the basins for a short time. so that the flat side is the upper most.The native flat European oyster species was completely decimated by disease in 1922. Bouzigues From the large inland lake of thau on the Mediterranean between sete and agde Gravettes d’Arcachon Mostly known as Archons.Work over a flat bowl to catch any water spilling from the oyster. for in 1868 a ship in distress was forced to ditch its load of Portuguese oysters overboard. Marennes Rock oysters from the area between the Charente coast and the island of oleron. With the short. Fortunately there was a substitute. HOW TO OPEN AN OYSTER 1.11 DEPARTMENT : Restaurant TASK: Snails-Oysters-Clams JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Oysters Varieties of French oyster Belons Flat oysters from Brittany with a very delicate.Oriental Hospitality Consultants – OrientalHospitality. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 4 STANDARD OPERATING PROCEDURE . 2.  Fines de claires are those which have spent four weeks in the breeding basin at 20 to the square yard(square meter) and contain at least six percent flesh  Speciales de claires are entitled to their name when they have spent at least two months at 10 to the square yard (square meter). which has dominated the French coastal area and its restaurants ever since. they are fattened and refined in natural basins the claires. flat oysters from the southwestern Atlantic coast of France at Bordeaux. 3. Lay out oyster on a cloth. nutty taste.com FOOD & BEVERAGE TASK #: 4. They are able to live on the right mixture of sea and fresh water and can flourish in water temperatures of more than 70oF (22oC). crassostrea gigas. Then they should contain at least nine percent flesh. Help was on hand however in the form of the Pacific rock oyster. which has been folded several times. and then use it as a lever to open up the two halves. 4. Oysters are not washed since they are supplied already clean. Oysters are located near the sand banks between estuaries. In the month of July the oysters breed on strictly protected natural banks. Grip firmly with the left hand and hold straight. strong oyster knife cut into the so-called hinge and separate the closing muscle. which then flourished on the Marennes coast until they too succumbed to the epidemic. Now draw the knife horizontally between the shells.

and Mexico. Even oysters. scale[s and other shellfish. or hommard. Canada In recent years .there has been a general decline in the lobster catch. representing about 50% of the total catch. on the south Tasmania. with smaller lobster fisheries located in the English Channel. The catching of the lobsters is an arduous job. Saint-brieuc is the French Capital for lobsters. lobsters.12 DEPARTMENT : Restaurant TASK: Lobster JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT If you want to enjoy completely fresh sea-food in general.also sometimes referred to as the Dublin Bay prawn or scampi These three species are found in the temperate waters of the north Atlantic and supports large fisheries. southward from Cape bianco. Lobster pots are laid in the sea at a depth of up to 220 feet (70 m) . off the southern tip of Africa (Cape of Good Hope) . Massachusetts and the Gulf of Saint Lawrence. then a journey to Brittany is a must.The wooden trap is the primary gear used for American and European lobsters PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 2 of 4 . fresh fish for crabs. including Baha California. even though numerous regulation has been established by Canada and the United states over harvesting time and practice. and off Brazil (cape de Sao Rogue) in the Caribbean. indispensable on any sea food platter. are available in Brittany.in the western Pacific ocean off Japan . Principal fisheries for the American lobster are between Cape Cod. If they are brought alive they can be kept for two days in the lowest compartment of the refrigerator. covered with a wet cloth . The two species found in Europe are fished from Norway south to North Africa and in the parts of Mediterranean.com FOOD & BEVERAGE TASK #: 4. Being caught is a shock to the lobsters and they require several days un the aquarium to recover. The American species ranges from Labrador to North Carolina.salted fish for lobsters.crabs. along the west coast of Africa. in the Bay of Biscay. in particular. Everyday the fisherman put out ton the sea to haul up the poits and check the catch.Oriental Hospitality Consultants – OrientalHospitality.novergicus) . Gammarus) repressing about 30% of the catch and 3)The Norwegian lobster (H. langoustes (spiny lobsters). VARIETIES The greatest lobster harvest is of three species of true lobsters : 1) the American lobster (Homarus americanus). in the Indian ocean west of Australia . and in the eastern Pacific in waters west of Colombia. The principal lobster fisheries of the world are found along the western shores of the Atlantic Ocean from Labrador south to Florida. 2)The European lobster (H. These contains bait.

Homard a la Americaine : Flambeed lobster pieces in fine tomato sauce. Homard a la creme : Pieces of lobsters fried quickly and then cooked in cream.grilled steamed .. the 1pound size being the commonest one. Dark blue is the colour of the live lobsters and it is only when cooked that they assume there red colour due to the presence of there characteristics pigment oxozanthine. Lobsters over 2pounds decline in there market value as consumers do not like larger lobsters. Although some changes has occurred . lobsters rare marketed on the basis of there sizes.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.and the cycle repeats In the American market.. Hommard a la nage : Whole small lobsters cooked in white wine stock. Homard au court bouillon : Cooked and served whole in a seasoned court bouillon PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 3 of 4 . The lobsters are attracted to the bait enters the trap.12 DEPARTMENT : Restaurant TASK: Lobster JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT This boxlike or semi cylindrical gear has basically remained the same. trap fishing essentially involves setting of traps that are baited with dead fish. Cooking will also bring the true taste . The traps are lifted lifted every few days .The summer is the main catching season and is ofcourse the time when lobsters are at their freshest and best value fir money.broiled The female or „hen‟lobsters cancontain eggs in the form of red roe and corals. It can also be baked . and cannot escape.but care must be taken not to simmer the lobsters for not more than quater of an hour as it will otherwise lose its colour and flavor and the flesh will bececome tough . Some famous lobster dishes .the lobsters are removed .Oriental Hospitality Consultants – OrientalHospitality.

Palinurus SPECIES--.3 DEPARTMENT : Restaurant TASK: Lobster JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT CRAWFISH. discovered only recently. Found worldwide in most temperate coastal waters.Palinuridae. which can attain a weight of 30 pounds and a length of 3feet. However. that the sounds animals produces.vulgaris It has a body of 18 inches and weigh up to 9 kilograms.Oriental Hospitality Consultants – OrientalHospitality. It is possible. Galapagos. Most of their flesh is contained in the tails and they can be used in any recipes calling for lobsters. and dead animals. It is caught with pots or baits . The abdominal legs are no longer adapted for swimming but are used by the females as the place to attach her eggs. One of the largest of the spiny lobsters is the New Zealand spices (Jasus verreauxi). aid in regulating these migrations. It feeds at night on snails. during which the animals may walk for more than 100 kilometers along he bottom of the sea and are thus able to discover suitable areas having sufficient food. they do not turn bright red when cooked. Unlike other crustaceans.Jasus SPECIES--. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 4 of 4 . GENUS---. It is also popularly known as the “false” lobster. These species has seasonal migrations. Spiny Lobsters : The crawfish can be easily be distinguished from the shrimps by there dorsoventrally flattened bodies and the usually powerfully developed pincers on the first pair of walking legs. This species lives on the rocky coast of the Atlantic and the Mediterranean. Available fresh or. It is a valuable food animals.In the night spiny lobsters are caught by holding lanterns in one hand and picking up these crawfish from the reefs by gloves . It belongs to the FAMILY--.lalandei This above varieties is also popularly known as the Cape spiny lobsters and is popular on the menu in South Africa and Australia. West-Indies) take spiny lobsters by hand . The European spiny lobster: FAMILY--. Divers in some regions(east coast of Africa. frozen they can be steamed or broiled.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 17. mollusks. these crustaceans have no CLAWS. principally there are two varieties Cape spiny lobsters and the European spiny lobster. most specimens are smaller than this.PALINURIDAE GENUS---. such as lobsters.

Hommard cardinal : Cooked with truffles and mushrooms in a sauce bechamel flavored with the shell of lobsters.astacus This is the European crayfish which lives only on clean water.Oriental Hospitality Consultants – OrientalHospitality. FAMILY -. The true crayfish is a crustacean and reaches up to a length of about 6 inches. Male crayfish can live up to 20 years.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. And hunts for its food at night feeding on both plant and animal materials. partly because of the pollution. It is especially popular in Scandinavia and is the main ingredient in Nantua sauce. brushed with olive oil and broiled. the ecological niche they occupy is taken over by the paradises on the south America. In the southern hemisphere. The American crayfish (Orconectes limosus) introduced into Europe in 1890 is immune to the disease and can survive in dirty water. (Thermidor corresponds to the month of August and is the eleventh month in the calendar of the French revolution. The European crayfish population was seriously threatened in 1879 when it was nearly wiped out. Hommard grille : Halved.12 DEPARTMENT : Restaurant TASK: Lobster JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT CRAYFISH.Astacidae GENUS -. crayfish population has diminished. Hommard Themidor : Lobster ragout in piquant mustard sauce gratinated with cheese.Astacus SPECIES -. This has also been partly because of the fungus called “crab plague”.) PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . American and European lobsters. which was applied from 1792--1806. In recent years . The crayfish are essentially restricted in the distribution to the northern hemisphere.

com Page 1 of 5 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. Another type of sushi is the nigiri sushi. watercress. first courses or satisfying lunches. and a variety of colourful garnishes. 8. These are sushi filled with red tunny fish and sushi filled with pickled yellow radish. sliced vegetables. and cutting them into 1-inch thick slices. oily tunny fish. All are based on vinegared rice. The sushi are sometimes rolled with strips of omelette. lean dark meat tunny. in which an oblong of rice is topped with fish. by topping an oblong of vinegared rice with a dab of horseradish and a slice of fish. Sometimes the topping is of cooked. partially surrounding a mound of sushi rice topped with red caviar and encircled by nori. All are accompanied by soy dipping sauce strips of pickled ginger. omelet and squid decorated with a strip of nori. butterflied prawns. The toppings may also be of stripped bass.dried layer – and cut into rounds. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . mushrooms and gourd shavings. The cucumber maki zushi is a is a refreshing change of pace. but the sushi devotee is faced with a difficult choice among the additions – the multitude of toppings and fillings. or elaborately by topping the rice with a wide variety of delicately flavoured ingredients.13 DEPARTMENT : Restaurant TASK: Sushi JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT 8 Introduction “Sushi” vinegared rice dishes appear in many forms. The “sushi” recipes on the following pages can make unusual hors d‟oeuvres. “nori “ seaweed. These Japanese “sandwiches” may be prepared simply.Oriental Hospitality Consultants – OrientalHospitality. Another variety of sushi is with mushrooms and cucumbers. and the pickled ginger adds a touch of sharpness.1 Variations Sushi is simply vinegared rice plus. accompanied by slices of raw fish with or without omelet strips. rolling them all in “nori”. Above are sushi that have been rolled in nori.

staff hygiene is never a problem. is that it lets one see just how clean Japan's restaurants really are. They range from the elegant and the expensive preserves of the wealthy and the influential to the tiny cubby holes and mobile food bars.13 DEPARTMENT : Restaurant TASK: Sushi JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Sampling The Specialty Restaurants The Japanese like to eat out .and they do with a fervour and a frequency that are unmatched in the West. Even in very small places the floors are closed down several times an hour. Chopsticks are used once and thrown away and counters scrubbed repeatedly until the wood gleams white. and the prices are fair and often quite low. neither is it allowed to move food from chopsticks to chopsticks They should be laid on a “resting set” . the public most often patronize those restaurants which specialize in one way or another .Oriental Hospitality Consultants – OrientalHospitality. The kitchens of restaurants with private dining rooms are not open to public view but even they maintain the highest standards of Japan compared to the world. As a consequence. Food is uniformly good both in preparation and in presentation. HYGIENE ASPECTS Another advantage of this type of restaurant. the worker's wearing wooden clogs that keep their feet several inches above the wet floor.existent outside his own kitchen. the restaurants are immaculately clean. usually out of porcelain PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . No employee who touches the food will handle money. Chopsticks should never be crossed. and since every Japanese bathes at least once a day.com Page 2 of 5 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. particularly for the nervous foreigner who suspects cleanliness is non . not only do restaurants flourish by the thousands but they are also found in every size and description. Wooden cutting blocks are washed after every use and grills scraped down immediately. Of all the eating establishments.perhaps in a distinctive cooking technique or in serving a single kind of food or in making the dishes associated with a particular region of Japan.

and as soon as you have sat down at the bar a huge cup of tea. towels knotted around their foreheads. The Sushi Restaurant The typical sushi restaurant is small.com Page 3 of 5 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. or at least bedraggled.Oriental Hospitality Consultants – OrientalHospitality. octopus tentacles. mounds of caviar glistening like jewels.which every Japanese restaurant and bar sets before each customer as soon as he sits down. you can find it In one form or the another in every corner of Japan and you would not be able to find a native who says he doesn't like it. little yellow rectangles of omelet. abalone still in the shell.nowadays sterilized and rolled up in cellophane . sip your tea and examine the offerings of the day spread out in a refrigerated glass case running along the back of the bar. cheerful and sparkling with scrubbed wood. pale fingers of prawn and in the midst of all this seafood. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . blood red akagai clams. rave about sushi and argue with each other over the merits of their favourite sushi place. comes steaming hot for most of the year and provide a highly refreshing way to wipe the casual dust from your hands makes you ready to handle your food. No other counter restaurants of this type have as much to offer the adventurous gourmet as Japan's sushi are he national dish of Japan. The bar runs the length of the room. There will be the dark red lean tunny fish. These are small damp towels . Take your time no one will rush you. little slabs of snow white squid.clad chefs. chunks of fish shiny and speckled like herring. in which certain sushi are wrapped and eaten. especially in the summer when oshibori is handed out ice cold. Even Foreigners. there is nothing remotely like it anywhere else in the world. an oshibori and a little mound of sliced ginger are set before you the ginger is to clean your palate before startingand between courses. "Irasshai" they shout as you duck under the noren and slide open the door. A man or woman without make up can get even more refreshment out of oshibori by rubbing it over the face and neck. the marbled fatty toro. the customer himself may feel unclean. presided over by one or more white . hands red from constant washing. You wipe your hands with the oshibori.13 DEPARTMENT : Restaurant TASK: Sushi JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Stepping from the grimy street into one of these spick and span restaurants. The Japanese have an answer for this too : oshibori . once they have overcome their initial prejudice against raw fish.

where they await your pleasure. is maki zushi. in which a long sliver of tunny fish or sometimes cucumber . If it needs cutting the long knife smoothly slices it into two even pieces. The flashing hands slow down. to tea as agari. The chef's hands flash like magicians. Then with a proud flourish the chef picks them up in one hand and whisks them onto a slanted .shaped rice ball is ready. Each piece of sushi is designed as a mouthful. Nothing that is sliced must ever be sliced or is served in threes. this roll is then sliced crosswise. Sushi chefs refer to their egg items as gyoku. or order it by name.though the rice ball will crumble in his fingers before he finishes. Two fingers of one hand press the rice in the palm of the other. the cheapest.Oriental Hospitality Consultants – OrientalHospitality. or that octopus is geso meaning legs. Conclusion Sushi cuisine has a colourful vocabulary of its own. Then another. deftly he kneads it . shelf like part of the counter. but anybody who wants to prolong the delight by nibbling is forgiven . Since the portions are so small you can sample the entire menu at one sitting. turn it over to keep it from dripping and then place the whole thing on your tongue. meaning up for obscure reasons and to of a cucumber fancying river goblin PREPARED BY: Position: Signature: APPROVED BY: Position: Stefan Schmid Signature: . From a large tub beside him the chef grabs a handful of vinegeared rice. or jewel. is wrapped in rice with an outer sheet of nori. and the customer who uses special words for ordering them instead of the standard Japanese vocabulary often gets special treatment as a true sushi gourmet. squeezing in a bit of wasabi. and six or eight equal squat cylinders are placed before you.13 TASK: Sushi EQUIPMENT NEEDED: HOW TO DO IT Page 4 of 5 When you are ready you point to what you want. by volume. You pick up the rice mound and dip the rice part into the saucer of Soya sauce. he has been trained and has practiced for years before he is allowed to serve the customers. or you can eat as much as you like of your favourite dish. at the end of a sushi meal.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff TASK #: 4.The Sushi One portion of sushi consists always of two of these bite sized balls. for one slice is "hito kire" which means "kill" and three slices which means "kill myself". Surprisingly many Japanese do not know that at a sushi restaurant wasabi is called namida or "tears" because it is hot enough to make you cry. one tiny loaf . The whole process has taken perhaps 30 seconds. Out comes the delicacy you have indicated. A serving of each variety is priced according to the value of the fish and you pay only for what you eat. Gently the two slices of fish or whatever it may be are pressed on the two mounds of rice. Prawns are the most expensive. quicker than his eye.

do a thriving business. strictly speaking. which some aesthetes say enhance the taste. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . Moreover the lunchbox bento which are sold in infinite local and regional variations at railway stations.com Date: Food & Beverage Date: Page 5 of 5 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4. and at theaters and other places of entertainment contain many sushi ingredients although they are not. offices. sushi. and private houses. and carried by bicycle and motorcycles to inns.Oriental Hospitality Consultants – OrientalHospitality. The sushi is beautifully arranged in opulent round lacquer boxes. The sushi shops as well as the noodle and the domburi restaurants.13 DEPARTMENT : Restaurant TASK: Sushi JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Of course you don‟t have to go to a sushi restaurant to eat sushi. their skillful presentations by a broad and varied spectrum of flavours. they are distinguished by their fine materials. Like every everything else prepared by the skilled and conscientious restaurant chefs of Japan.

Pressed caviar is good value. factories on Iran‟s Caspian coast have produced 180tonnes annually. CATEGORIES :    Fresh Caviar : This is practically left untreated and must therefore be consumed within a few days. Pasteurized Caviar : This is heated and placed in airtight jars like a jam and can therefore be kept virtually for ever. But the caviar we know today is Russian. The word comes from the Italian caviale. ( mostly the famous “Astrachan Salt” is used ) drained. sieved. But since 1953. To eat caviar is to participate in luxury. Charles Ritz formally launched caviar by putting it permanently on the menu at his hotel. and pate de foie gras. As a delicacy enjoyed by the rich and powerful it takes place on the menu of European luxuries above champagne. itself derived from the Turkish kawyar. Russia produces 1800 tons every year. put into brine. Malossol : This Russian word means “lightly salted” and is therefore not an indication of a type of caviar. It was introduced to France in the 1920‟s following the exile of Russian princes. The soviet Union was for a long time the sole producer of caviar. the pleasure it affords many incomparable. oysters. and finally packed into tins. Its price is astronomical.com Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff TASK #: 4. No other Russian delicacy is so sought after in the entire world as caviar. After they have been removed they are washed. COMPOSITION : The eggs constitute about 10% of the female‟s body weight. When stored correctly at 320F (00C) it keeps for a year.14 TASK: Caviar EQUIPMENT NEEDED: HOW TO DO IT Caviar Caviar is actually the salted roe of the Sturgeon fish which are allowed to mature. the sturgeon‟s roe. Today the Caspian sea provides 98% of the worlds caviar.Oriental Hospitality Consultants – OrientalHospitality. truffles. Pressed Caviar : Roe which is damaged and of lesser value is more heavily salted and made into bricks. The sturgeons were still common in the century but it has become so rare that fishing for it is now prohibited. but rather a mark of quality. but has an intensive caviar taste  PREPARED BY: Position: Signature: APPROVED BY: Position: Director of Stefan Schmid Signature: . The sturgeon lives in the sea but returns in winter to estuaries throughout temperate regions of Asia to lay its eggs.

Salmon caviar .com Date: Food & Beverage Date: Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff TASK #: 4. TYPES :     Beluga . and if they burst the caviar becomes oily.The most expensive and produced by the largest species.It is rich in phosphorus and contains per 100gms --20 g lipids and 30 g proteins.Produced by small sturgeons. The eggs are more or less dark grey. It should be served cold but not frozen. This is the cheapest variety. Once on land caviar is then put into smaller cans and dispatched. red caviar is the roe of salmon caught in the sea. After this caviar is put into large cans. The process of salting only lasts for ten minutes and is carried out by hand. firm. which can weigh up to 800 kg.14 TASK: Caviar EQUIPMENT NEEDED: HOW TO DO IT About 5kg fresh caviar are needed to make 1kg pressed caviar. preferably on crushed ice. STORAGE : Caviar is a semi-conserve and perishable.Oriental Hospitality Consultants – OrientalHospitality.the roe of different sturgeons roe never mixed with each other. considered by many as the best. sour cream or lightly buttered toast make an ideal accompaniment. which carry the number of the fish -. Ossetra . which are golden yellow to brown and quite oily.Characterized by smaller more even grains. salty although it is appreciated by Russian connoisseurs. which are the most prolific and give very small light to dark grey eggs. it affects the taste. It has a strong and rather oily taste and is sometimes considered too. These are the biggest but most fragile eggs. Blinis (buck wheat flour pancake). heavy. The caviar is spread out and is rubbed with an exactly measured film of salt. PREPARED BY: Position: Signature: APPROVED BY: Position: Stefan Schmid Signature: . it should be kept between 0º C to + 4º C . In this way the grains become firm. CALORIFIC VALUE : Caviar has a calorific value of 140 Cal per 100gms. and well separated. PORTIONS : If served as an Hors d‟ oeuvre allow 50gms per person. Sevruga .Relatively cheap. but must not be allowed to turn hard. Never use lemon. The cans are placed in the stores of the ship.

Poultry.com Director of Date: Food & Beverage Date: Page 1 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To get familiar with commonly used meat for the Daily use and various types Of cuts available. Europe. It has a marbling fat which is good in nutrition and has a more consistent meat colour and fat colour. PREPARED BY: Position: Signature: APPROVED BY: Position: Stefan Schmid Signature: . Up to 150 kg they are produced from vealers or weaners that have had a diet of milk and grass. slaughtering and packaging Techniques are introduced To get better quality. Meat products like beef. New Zealand and South America. natural Surroundings and breeding techniques are result for prime quality raised and produced around the world. Grass fed Beef: Grass fed beef is lean and is generally favored by Most customers. Uniformity of feed results in a greater consistency In the characteristics of the product and varied Levels of fat content compared with grass fed beef.15 TASK: Meat. Constant new technology Hygiene. Veal: Light veal carcasses weigh less than 70 kg and Are typically produced from dairy calves. Australia. feeding . as in America. Game EQUIPMENT NEEDED: HOW TO DO IT WHY It is important to know the basic history of meat products Available and used in the daily Operation. Animal husbandry. The Chef today should know what to offer best for the customer and for the variety of Arranging a menu. veal Lamb and goat are products of their environment. called carotene. high energy feed. Advanced farm management. TASK #: 4. because it is seen as healthy and low fat. Grain fed beef: Grain fed beef id derived from cattle which are fed for a minimum number of days on a nutritionally balanced. Milk fed veal is usually more tender and preferred in the kitchen.Oriental Hospitality Consultants – OrientalHospitality. which can result in a slight yellow discoloration of the Fat but flavor is enhanced. Cattle grazed on pasture absorb a pigment form the grass.

15 TASK: Meat. It is not suitable for it.0 kg.Oriental Hospitality Consultants – OrientalHospitality. White poultry: Chicken : 0. Much more less fat than in the past.3 – 1.0 kg (North America) Dark poultry: Duckling : 1.0 kg.7 kg Fattened chicken : 0. Pork: Most pigs are slaughtered with 5 1/2 – 6 months.2 – 1.0 – 12.com Director of Date: Food & Beverage Date: Page 2 of 5 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 4. Goats are not used only for special diet for Muslim specialties. Goat cheese Is very popular in Mediterranean countries and Becomes famous around the world.8 – 1.6 kg PREPARED BY: Position: Signature: APPROVED BY: Position: Stefan Schmid Signature: .4 – 0.0 kg Pigeon : 0.0 – 6.7 kg. Goat: Australia is the world leader in the supply of high quality “Capretto” and “Chevon” goat meat.8 kg Turkey : 2.3 – 1.3 kg.6 kg Goose : 4.0 – 3.3 – 0. The storage can not be prolonged through vacuum packaging. Breeds are crossed of “Merino” with British breeds and milk-fed and grass fed animals are on the market now.8 – 2.0 – 6. Poultry. 1. 3. 1. The skin is soft and Will be roasted and used as a whole.0 kg Soup chicken : 1.8 kg Cockerel : 2. 5. Suckling pigs are very young animals with 2 –3 months and with around 12 kg weight. Game EQUIPMENT NEEDED: HOW TO DO IT WHY Lamb: Most lamb is produced in fertile regions with good rainfall or from irrigated areas with lush and rich grass land.0 – 3. but as well for most European and Asian ethnic cuisines. The meat should not be kept frozen longer than 3 months.

UK. occasions. but should now be protected by WWF. terrines. New Zealand. The quality is best until 8 months and hunted in Late autumn. North America. Wild Boar: Mainly from eastern Europe. TASK #: 4.Oriental Hospitality Consultants – OrientalHospitality. smoked ham. Sausages and salami. It is very tender And prepared fresh during the autumn season. dried meat. roasts. salami Venison: Mainly from Europe. its habitat and use For different dishes and Occasions. Sweden and Russia. Deer: Mainly from Europe. steaks. Up to 3 years it weighs 13-18 kg. Game EQUIPMENT NEEDED: HOW TO DO IT WHY To learn about the different Animals. soups.com Director of Date: Food & Beverage Date: Page 3 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To understand the different Sorts of game used for various dishes. Norway. . Roasts and terrines. ragouts. terrines. ragouts. It is mostly marinated and used for steaks. Up to a age of 3 years the meat is tender. Used as young animal with 4-6 months and up To 3-4 years for the older animal. Used for steaks. Nowadays bred in farms and released after Into the wild nature. Argentina. North America. legs and shoulder for pepper ragout (with blood). Canada. Animals reach a weight of up to 120-150 kg. Poultry. Used are the fillets. sausage.15 TASK: Meat. New Zealand. steaks. Used fresh and frozen for supreme. To understand what items are Available locally and what is import. Asia. Reindeer: Used mainly in Scandinavian countries such as Finland. Prepared for roasts. Scotland. roast Terrines and sauteed dishes. Rabbit: Mainly from Europe. Used for escalope. ragout. Bear: Nowadays used in Asia/China only. salamis and sausages. Pheasant: Mainly from Europe. ragout.

entremetier ) and bakery to fine tune all dishes and menus for various occasions The gardemanger is responsible for the walk-in-fridges and freezers. with condiments and garnishes Salad dressings for the various dishes with different recipes . set menus and a`la carte dishes.Oriental Hospitality Consultants – OrientalHospitality. meat. game. Japanese. oysters etc Appetizers for buffets.com PREPARED BY: APPROVED BY: Position: Signature: Date: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 5 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To understand the responsibilities and production of the cold kitchen. Preparation of cold buffets. bread Display. sausages smoked meat and seafood. galantines and mousses of fish.16 TASK: Gardemanger EQUIPMENT NEEDED: HOW TO DO IT WHY The gardemanger works closely with the hot kitchen ( saucier. Chinese. Regular cleaning and sanitation is of outmost importance. Thai European Preparation of cold platters. seafood. pates. Fruit and vegetable carvings from different ethnic background. breakfast buffet Preparation of show pieces in butter. cocktail parties coffee breaks. side dishes. Sandwich production for cocktail. vegetable. poultry Roast and steamed fish/salmon. for appetizer. ice carvings in various shapes and events Buffet decoration with roast meats. caviar. snacks a`la carte and lunch boxes . TASK #: 4. poultry.Terrines. Arrangements of seafood buffets and displays with lobster. He prepares all cold foods as: Salads.

poultry veal. mint sauce barbecue sauce prepares all meat dishes of game.16 TASK: Hot Kitchen EQUIPMENT NEEDED: HOW TO DO IT WHY The biggest responsibilities Are given to the saucier section and therefore the Chef saucier usually takes charge In absence of the Sous Chef Or Executive Chef in some Restaurants and small hotels - Entremetier: produces all soups and stocks prepares all vegetable dishes and garnishes prepares all side dishes as rice. cocktail.com PREPARED BY: APPROVED BY: Position: Signature: Date: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 2 of 5 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To understand the various Sections of the hot kitchen. Their daily production and Responsibilities. Saucier: produces all hot sauces including hollandaise and special sauces as apple sauce. cocktail. potato. set menu. noodles and pasta produces al vegetarian dishes Fish cook.Oriental Hospitality Consultants – OrientalHospitality. a`la carte checks the meat cuts and coordinates with other sections takes over the position of rotisseur in small and medium hotel kitchens TASK #: 4. lamb prepares for buffet. set menu in small and medium operations this position is taken over by the saucier section . pork and beef. poissonnier: prepares all fish & seafood dishes sets up seafood counters prepares dishes for buffet.

ragout .steaks . supreme . They have to be checked for quality.smoked items .tenderloin mignon .roast beef.hamburger meat . game have to be portioned like: .loin.com PREPARED BY: APPROVED BY: Position: Signature: Date: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 3 of 5 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To understand the responsibilities of the butcher And his production TASK #: 4.fillets . pork.stroganoff . roast chicken.force meat All fish and seafood items. sate . frozen Or stored in the chiller for the various outlets.escalopes.medallions .sate . size and Freshness and stored accordingly.ragout All portioned items to be vacuum packed. to be cut for: .steaks . poultry and game products. roast turkey . roast pork. poultry. All frozen products carefully wrapped and packed and marked with date of production Before storing in the freezer APPROVED BY: PREPARED BY: Stefan Schmid .force meat for pates. roast veal. Products may arrive either fresh.medallions . sausage Fish. beef.Oriental Hospitality Consultants – OrientalHospitality. schnitzel . seafood.skewers.goulash. terrines and consommes . dried or frozen All meat cuts of veal.Fillet whole .16 TASK: Butcher EQUIPMENT NEEDED: HOW TO DO IT WHY The freshness and quality control of the butcher puts Lot of responsibility and Guarantee for top finished products The kitchen butcher receives all meat. if not alive used In the kitchen.

breakfast and a`la carte desserts Preparation and production of: . to prevent it from drying let the dough rest according to recipe check temperatures and times for oven preparations according to recipe proper storage of all ingredients The pastry chef and his staff Work 24 hours and the night Baker prepares Danish and bread for breakfast They work closely with hot kitchen and gardemanger and Supply them with cocktail items.16 TASK: Bakery.Fresh cream and cream desserts . chocolate.Pralines and chocolates . buffets. Pastry EQUIPMENT NEEDED: HOW TO DO IT WHY To understand the responsibilities and production of the pastry and Bakery section Important details have to be followed up: prepare all dough according to recipes check the measurements at all times proper mice en place sieve the flour at all times.wedding cakes . savory and fruit flans .Petits fours. confectionary . Snacks for coffee breaks. pates.Showpieces of sugar.Sponge mixtures .Torten and gateaux . soft rolls.Dough for pate preparation .Butter mixture .rolls.Short paste .Butter mixtures .Ice cream products . fluffy dissolve salt in water and liquid clean and hygienic at all times work on production areas for pastry & bread separately cover dough with plastic film.Puff paste .com Position: Signature: Date: Position: Director of Food & Beverage Signature: Date: Page 4 of 5 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 4.all bread products .Danish pastries.Snacks.Fermentation and bread making . bread . buns. sweet pastries .Sugar products . bouchees. ginger bread .Oriental Hospitality Consultants – OrientalHospitality.

Chinese new year .Wedding parties .com PREPARED BY: APPROVED BY: Position: Signature: Date: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 5 of 5 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To understand the work and Production of the kitchen artist.16 TASK: Kitchen Artist EQUIPMENT NEEDED: HOW TO DO IT WHY The kitchen artist prepares most of his works In advance and stores his show pieces in a special Assigned storeroom.paintings and drawings Decoration pieces vary according to the seasons Like: . The show pieces can be made of .butter and chocolate sculptures .National days with reception .Easter .Christmas .Mother‟s day .Different food promotions . TASK #: 4.foam .Valentines day .Father‟s day .National day .Oriental Hospitality Consultants – OrientalHospitality.New year .glass .metal .Children‟s day .Moon festival .plastic .wood .fruit and vegetable carving .paper .

Apologize for keeping the guest waiting and proceed with the normal service.arranged table.com PREPARED BY: APPROVED BY: Position: Signature: Date: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Body Language   TASK #: 5. Sir/Madam. acknowledge his/her presence with eye contact.Oriental Hospitality Consultants – OrientalHospitality. saying “ please come this way “Mr………. Welcoming & Seating Of Guest EQUIPMENT NEEDED: HOW TO DO IT WHY Welcome guests with a smile and within 10 seconds. Mr. X”) If busy tell the guest that you will be with him/her shortly. window table. Guest to be seated promptly and according to reservation Language     Welcome by saying “Good Morning/ Afternoon/ Evening. Check reservations    Use the name in the reservation Check the number of guests Verify if it is a smoking or non smoking table Verify special requirements (eg birthday.” Pull the chairs without making a noise for ladies first PREPARED BY: APPROVED BY: Stefan Schmid . welcome to ____ Restaurant” Repeat guests will be welcomed with their names (Good Evening. Escorting and Seating   Escort guest to the pre.02 TASK: Greeting. If guest cannot be met. etc).

4. Deal with the guest within one minute of arrival. Check reservation: “ Do you have a reservation. Acknowledge guest within 10 sec / 3 meter of entrance. If the guest wait in the bar for a table. offer the Menu and take the drink order. inform the bar manager. welcome to the steak house. check if the guest stays in-house and ask for the guest name.com Position: Restaurant Supervisor Signature: Date: 02. Ensure security of property. If guests have not reserved and must wait for the table. If no reservation. Hostess. inform them of length of wait and suggest that they wait in the lounge/bar.or call a colleague. 6.” Please follow me Mr. Issue a receipt as appropriate.2005 Position: Director of Food & Beverage Signature: Date: 02. Miller “? 8. . Miller “ Walk at the same pace as the guest. ready to welcome guests. 12.Madam. 13. If you are busy. say: “ I will be with you very shortly Sir / Madam “.Oriental Hospitality Consultants – OrientalHospitality. 7. 9. Offer a choice of seating. Offer to take coats. jackets or bags. “ Would you like to have a table by the window / smoking or non-smoking section of the restaurant ?” 14. “ Good morning / afternoon / evening Sir . rather than the room number. 2. 10. 3.03 TASK: Greeting And Seating EQUIPMENT NEEDED: HOW TO DO IT WHY 1. All guests are welcomed at the entrance – nearest available person greets guest immediately. Establish eye contact and smile. just one step ahead.05. Obtain reservation details and reconfirm guests requirements.2005 Page 2 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 5. Ask for the guest name.05. restaurant manager or other member of staff is available at the entrance in impeccable uniform. Mr. Guide and escort guests to the table. 11. how may I help you “ ? 5. Inform them as soon as the table is ready.

com PREPARED BY: Position: Restaurant Manager Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 3 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 5.Oriental Hospitality Consultants – OrientalHospitality.03 TASK: Greeting and Seating EQUIPMENT NEEDED: HOW TO DO IT WHY .

Mr. Miller ? It‟s today‟s paper “ offer a newspaper / magazine to solo diners if appropriate.com 15. “ May I offer you a newspaper.04 TASK: General Service Rules EQUIPMENT NEEDED: . offer newspaper to guests dining alone. 16. 18. Present the menu open to the guest. Pull out the chair for the lady first. Offer to take drinks order. PREPARED BY: Position: Restaurant Manager Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff TASK #: 5. Observe guests and anticipate needs. 17.Oriental Hospitality Consultants – OrientalHospitality.

If milk and hot water is served to place it on the right side of the tea cup with the handles placed towards the guest to ensure easy pick up from the right hand. Leave ¼th of the teacup empty for sugar and for stirring. All these will be on a underliner  If tea/coffee is to be served the waiter should ask the guest whether he/she would like to have it with milk or without milk. The words you use. 6 cubes of brown sugar and a bowl of only white granular sugar. To show professionalism in our service standards and to delight guests with personalized acclaimed international standards of service.  WHY To ensure that service at all times are provided are of high standard and professional.    PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff TASK #: 5. If he/she mentions with the addition of milk then fill the tea/coffee cup with ½ of tea/coffee and then pour milk on that about the half the amount of tea/coffee. When tea /coffee cups are served to ensure the handle of the cup is at a 4 o‟clock position. When placing of food items to place garnishes at a 12 o‟clock position and the main food item at a 6 o‟clock position. To ensure each sugar bowl contains 6 cubes of white sugar. your posture when working also is a part of the total experience for a guest.com WHAT TO DO HOW TO DO IT    All labels of bottles served when placed on the table/tray should face the guest.04 TASK: General Service Rules EQUIPMENT NEEDED: . and the tea spoon is in the same angle as the handle of the tea cup. Cutlery will be wrapped on a napkin if it is a in-villa dining order and should be placed on the right side of the main course.Oriental Hospitality Consultants – OrientalHospitality. Low calorie sugar will only be served if the guest requests other than in in-villa dining.

Ensure all accompaniments served are placed on an underliner with appropriate cutlery places on the right side of the saucer/underliner on a 4 o‟clock position. Ensure all trays are clean. the glass should be filled only ¾th.com WHAT TO DO HOW TO DO IT   WHY If water is to be poured on to the glass. crockery clean and unchipped.04 TASK: Service Sequence . linen clean well pressed with no loose threads hanging and glassware spotlessly clean. cutlery should be held only from the base and teacups from the handle. cutlery clean and free of any bad smells. plate covers well washed and wiped.Oriental Hospitality Consultants – OrientalHospitality.   PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant TASK #: 5. when handling plates ensure not to touch the inner rim of the plate. Handling of all glasses should be from the base.

suggesting liqueur 15. bread basket & drink 12. Serve bread and butter / dip selection ( for western food only ) 11. Up-selling technique 18.Leading the guest to the table and seating the guest 4. To show professionalism in our service standards and to delight guests with personalized acclaimed international standards of service. wish to enjoy their meal. How to crumb down table 14. Taking coffee and tea order. Serve water and cold or hot towel 5.Oriental Hospitality Consultants – OrientalHospitality. Present drink list and suggest beverage special or wine by the glass 6. The words you use.11 . check ashtray. Present menu recommend and take order for food and wine by the bottle 8. your posture when working also is a part of the total experience for a guest. Serving and clearing main course. Adjusting covers 16. Greeting and welcoming the guest to the table 3.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT  1.  PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2. Open and serve a bottle of red wine 10. First impression 2. placing toothpicks 13. Follow-up and observation 17. Complaint handling 20. Take drink order 7. Billing and payment 19. Serve starter. Serve drink or wine by the glass 9. Farewell and departure  WHY To ensure that service at all times are provided are of high standard and professional.

WHY  Make eye contact and smile  Never point .Oriental Hospitality Consultants – OrientalHospitality. but will find out  Anticipate all their needs.com DEPARTMENT : Restaurant TASK: Service Sequence B JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Always Remember the Basics and make the guest welcome And comfortable At all times. hitting the floor  Walk quickly and notice everything  Watch for removing/changing wine.11 . butter. then host  Always give good and quick service  Do not be embarrassed to say” I don‟t know. then guests. ashtrays  Only top up wine already drinking  Serve ladies first. stare or talk about guests  Watch for sudden movements  Listen for cutlery etc. be aware Never say       PREPARED BY: Position: Signature: Date: Drink Dessert Can I clear your plate Have you finished Coffee ? Mai Dai!!!!! APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2.

but remember. digestif.05 . no auctions Offer pepper mill Change ashtray 30 seconds call back ( do something at table ) Anticipate the needs – glasses. newspaper. coffee.com DEPARTMENT : Restaurant TASK: Service Sequence B JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Reminders     Keep moving – never stand still Have fun.……etc WHY PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 5. ashtray.Oriental Hospitality Consultants – OrientalHospitality. gusts are not here to talk to you Do never interrupt Dining out is an experience – at every moment The Cycle Of Service               Identify the host and the guests Give napkin whilst offering glass of wine Offer cold towel Pour water Give menus and give Chef‟s special recommendations Take food and wine order and REPEAT order to guest Remove any place settings not needed Place correct cutlery on table Serve bread and butter Serve food plus all condiments – ladies first.

4. flowers etc.      Number of persons in the party Any preference on seating area ( window. 7. Reservations through the Telephone are taken directly if guests call between 11.30 pm. All reservations are accurately written down in the Outlet Reservation Book with : 1. 5. smoking etc ) Time party expects to arrive Contact number ( in order to check any details that may later arise ) All entries are made in pencil for mistakes & changes Always repeat information back to the guest as a means Of verifying accuracy.00 am .00 pm – 22. Date /day and meal period in question 2. Inform guest in a discreet and polite manner that the Restaurant can hold its reservations for 15 minutes only ( in case of tight searing plan ) Should the guest indicate that the meal is being hosted as a celebration. Always thank the guest for assisting you in the spelling.55 pm daily for lunch and dinner. but could you please spell your name for me.com DEPARTMENT : Restaurant TASK: Taking Restaurant Reservation JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Taking restaurant reservations  Reservation enquiries may be taken directly from guests Or through the telephone.00 pm or between 18. “ I am sorry Sir/Madam .  Ant reservations not made during those times will be taken down by the Restaurant Reservation Department Switchboard operator and passed on to the outlet at 10. WHY To recognize the guest by Name. enquire whether they would like us to Make any arrangements. like a special cake. thank you” 3.Oriental Hospitality Consultants – OrientalHospitality.15. 6.55 am or at 17. Name of person hosting ( apologise and politely ask guest to spell the name if you are unsure ). Staff handle direct enquiries for reservations and answer Telephone enquiries as per standards and procedures For Greeting Guests and Telephone Skills respectively.06 TASK: Order Taking – Room Service . title and heritage with All his/her likesdislikes and preferences All reservations to be filled in the Outlet Reservation Book PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant TASK #: 5.

When serving regular guests. how may I help you ? “ Offer help and listen attentively. inform the guest and offer alternatives. Know the menu thoroughly including new items or menu changes Through daily briefings. Miller. Write orders down in full. Repeat orders to confirm accuracy: “ May I repeat your order. Mr Miller. Mr. Make suggestions from the menu and offer advice on menu items. professional and Timely manner at all times. room number and order: “ Your room number is 66”. Always handle guest requirements and contact other departments On guest‟s behalf. Miller for ordering Room Service “. Thank the guest of the order and let him / her hang up first : “ Thank you.             PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant TASK #: 5. Inform the guest of the delivery time: “ Your order will be delivered within 20 minutes. You would like a pepper steak. Is that right ?” Verify name.Oriental Hospitality Consultants – OrientalHospitality. If items are unavailable. identify yourself and the department.06 TASK: Order Taking – Room Service . an orange juice and a Cappuccino. Greet the guest. No guest will be told to call another department. inform them of specials that are Particularly suited to their personal tastes. Put up on notice board. smile on the phone: “ Good morning / afternoon / evening Mr. Use appetizing descriptions when suggesting from the menu. Be ready to answer questions about menu items. Room Service.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT  Order taking   Answer the telephone within 3 rings.  WHY To serve our guests In a friendly. Mr. Miller “.

Order taker to be aware of dishes containing known ingredients that are the cause of allergies. Mr. dairy.e. apologize and inform him Of the delay and the new delivery time: “ I‟m very sorry. I apologize for the inconvenience “.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT  If there is a delay. Orders to be delivered within the following target time scale: Continental Breakfast 20 – 15 minutes American Breakfast 25 – 20 minutes Lunch 30 – 25 minutes Dinner 30 – 25 minutes Snack 15 – 10 minutes WHY        PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant TASK #: 5. time order was placed and time delivery was promised.07 TASK: Taking The Order . Kitchen and delivery staff compare food prepared with the order taken. Kitchen staff review time schedules in order to prioritize food Preparation. nuts. Menu changes and daily specials are known to order takers. Kitchen staff review time schedules in order to prioritize Food preparation. i.Oriental Hospitality Consultants – OrientalHospitality. shellfish etc. Order taker to write down. Miller. your order will be delayed by 10 minutes. call the guest back.

with Ice or frozen etc. of people  Time of taking the order  Write all special requests.T. daily specials.08 TASK: Taking The Order . helpful and friendly manner Processing the order Place the order at the bar through Micros Friendly – Knowledgeable Duplicate K. Pen to be used while taking the order PREPARED BY: Position: Stefan Schmid Signature: Date: APPROVED BY: Position: Signature: Date: Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant TASK #: 5.  Cooking degree if needed  Seat numbers To be fast and accurate To be unobtrusive and courteous To be understood Pen (…  ………….Oriental Hospitality Consultants – OrientalHospitality. Order to be taken within 2 minutes of the guest being seated. Approach the guest with eye contact and a smile Suggest special of the day/cocktail of the day Up-sell Write down the order with table no. and sequence of service if more than one guest and time.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Taking the orders          Before taking the orders make sure you are thoroughly knowledgeable of menu items and unavailable items.O.  Always write in a clear manner  Your name  Table number  No. Thank the guest and repeat the order to confirm Inform the guest of excess delivery time if necessary WHY To ensure that the order is taken in an efficient.

which comprises of four courses. Start taking orders. ensure that the K.O.1 Prior to presentation of the menu  While the guests are being seated.1. generally ladies first but if the gentleman is ready and want to place the order go ahead and accept it. is placed on the check folder when taking the order.1.T. The special gourmet menu. If any of these guests opt for the a la carte menu a credit of 50 US$ per person will be levied from the total bill.1. Ex: “This is the a la carte menu/gourmet set menu of the day” Take the wine order. 9 MATERIALS: 10 K.O.  If the guests are on room only basis the options available are the gourmet six courses menu priced at 75 US$ per person or the a la carte menu. whether the guests are on room only basis or on half/full board basis.1.1.2 Presentation of the menu WHY  All half or full board guests are entitled for a four course set menu of the day.1.O. and place the order on the bar and serve Approach the guest with the K.1 To confidently and elegantly take down orders by having a thorough knowledge of the menu and the beverage list and also by suggesting specialties to guests in order to ensure guest delight. find out the villa no: and check from the arrival/in-house report.   Present the wine Present the menu from the left side of the guest. No of Pax: and date slots on the K.1.1. Before you reach the table fill the table no.Oriental Hospitality Consultants – OrientalHospitality.1.1.O.1.1.1.O. write it down on the K. Once you find out the basis proceed… 14.1. Ensure that the menu is opened and announced while being presented.1.1.08 TASK: Taking The Order .T 11 pad 12 pen 13 menu 14 /beverage list/wine list     PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant TASK #: 5. if preferred by the guest will be charged an amount of 50 US$.T.T. 14.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 8.1.T.1.

Use shortened forms of menu items as agreed with the kitchen Write down cover numbers against each order Keep sufficient space to write other peoples orders for the same course Differentiate each course with a clear star sign Write down special requests against each item in very clear language and in full terms Fill up time at the completion of writing the order just before placing in the kitchen If any special requests have been written inform chef about it Remember the cover numbers of the tables. gent with specs etc… To have all information filled in the K. If cover numbers are confusing make a remark about the guest. Ex: blue shirt. lady in green top.T.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY When taking down a order for a four course menu:      Work it up on your mind when the guest places the order as to which course it is. Write down the 1st course order along with the cover number at the end Keep space for the next persons order Keep a blank space before writing the next course Keep writing the courses to follow as in the first course PLEASE TAKE CARE:           Write clearly.O. and serve according to it as it does not give a professional look when you place the wrong order on the guest or when the guest has to be asked as to what he/she ordered  PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 2 STANDARD OPERATING PROCEDURE . as all orders will be taken against a cover number.Oriental Hospitality Consultants – OrientalHospitality.

you ordered One continental breakfast with orange juice. name badge is worn. Miller ? “ Offer assistance to pour beverages. Wait 15 seconds before knocking or ringing again.09 DEPARTMENT : Restaurant TASK: Order Delivery-Room Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT  Order taking    Check uniform at the beginning of the shift. Go through the order and point out that instructions have been carried Through: “ May I check your order with you. Ensure a flawless presentation “ Welcome card” and /or Removal card” Linen. professional and Timely manner at all times. Place chair near table If appropriate: “ Where would you like me to place your trolley / tray Mr. Check items delivered match those ordered.         PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 2 of 2 STANDARD OPERATING PROCEDURE . Mr. etc. place napkins on guests‟ lap etc. remove items from Warmer. sufficient equipment provided. draw curtains. Miller. may I come in ?” Ask where they wish to place the tray or table. should receive an “ eminent delivery “ Announcement call a few minutes prior to0 delivery. Mr.Oriental Hospitality Consultants – OrientalHospitality. Mr. well pressed. Clearly identify the service: “ Room Service “. Single business women travelers. hot food is served hot and cold food is served cold. This should be done by the Kitchen staff and Delivery staff.  WHY To serve our guests In a friendly.com FOOD & BEVERAGE TASK #: 5. Ensure that food is served at the proper temperature. Greet the guest warmly with a smile using the name “ Good morning. neat. Knock on the door using your index finger or ring doorbell once. arrangement. Confirm satisfaction with the guest. flowers. lemon tea and some toast. Miller ?” or “ Would you like breakfast in your room or on the balcony.Miller. no tears or stains. clean.

Offer to remove any used cups. WHY        PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE . Mr. Do all the above quickly. If doorknob menu has guest signature no further signature should be asked when delivering breakfast. fruit baskets.com FOOD & BEVERAGE TASK #: 6. Offer apologies and indicate new delivery Time. Ask the guest to sign the bill and wish them a pleasant meal: “ Enjoy your breakfast. saucers. offer to pour and ask the guest to taste it. If order is delayed. Always offer an alternative. If delayed more than 10 minutes after the target time.1 DEPARTMENT : Restaurant TASK: Order Delivery-Room Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT    If there is wine. etc. Ask if there is anything else that the guest requires.Oriental Hospitality Consultants – OrientalHospitality. Order should be rebated in full from guest bill. Leave the room and shut the door quietly. trays. cutlery. Advise the guest of removal methods when food is delivered: “ Please call Room Service when you would like your tray to be collected “. guest should be informed within 20 minutes Of placing the order. Pre-ordered continental breakfast service guarantee must be adhered to. but do not appear to be in a hurry. Miller “.

etc. Ensure that you know the daily special Ensure that the menu is updated Present Menu    Open the menu and offer it to the guests Inform of special offers. Inform   Menu should clearly indicate which dishes take longer To prepare and the estimated time.10 TASK: Menu Presentation EQUIPMENT NEEDED: HOW TO DO IT WHY Guest to be seated promptly and according to reservation Allow the guests some time to adjust. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE .e Nuts. no pen or pencil marks. Ensure that the menu is clean.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO     TASK #: 5.Oriental Hospitality Consultants – OrientalHospitality. i. dairy. no dog ears. settle down and relax. Make suggestions  Be ready to make suggestions and assist the guest in selecting menu items. Gusts should be made aware of containing known Ingredients that are the cause of allergies. no food stains. cocktail of the day. shellfish. Identify special needs of guests and assist accordingly.

Brown roll. place the bread in the oven for one minute at the heat of 250°C. In case of a large group. A minimum of 3 kinds of butter are available – salted. On Specialty nights. The staff must know the availability of the different types of bread on a daily basis. Replenishment of bread and butter to be done as & when & required Ensure that all bread items are properly warmed before service. breads will be kept in a warmer at back area During Friday Brunch and Specialty nights (busy nights). Always use the breadbaskets with the proper napkin folds. Make sure that the logo of the butter pot and the brand name of the butter faces the guest.. Potato bread. margarine.11 DEPARTMENT : Restaurant TASK: Bread And Butter Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Bread and butter service         The breadbasket must contain five types of bread including Brown. Sesame rolls. Rye. unsalted & diet margarine In the absence of the Baker. portioned butter must be served on a demitasse saucer.Oriental Hospitality Consultants – OrientalHospitality. Multi Corn.. White roll.com FOOD & BEVERAGE TASK #: 5. Place the butter pot with the single portion butter. The other two bread items are selected as per the availability Place the breadbasket in the middle of the table. Rolls (selection as per Chef & Baker ). Choice of breads available: French baguette. WHY The order to be served according to the guest preference Points to remember        PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE . local bread (if any). Cheese roll. Onion and olive bread. Italian bread. portioned butter will be served on a demitasse saucer prior to guest arrival.

Reach the table and serve ladies first. Pick up food from the kitchen and bring it to the table. from soups to snacks. Once the guest has completed consuming that particular course.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO 14.Oriental Hospitality Consultants – OrientalHospitality.2 The . Always announce what you are serving.12 TASK: Service Of Food EQUIPMENT NEEDED: HOW TO DO IT WHY Once all food orders have been taken and placed in the kitchen. The beverage list and the wine list consists of some of the handpicked most expensive items. Place dessert cutlery Serve dessert and while the guest is consuming the dessert take tea/coffee order and be ready for service Moment the dessert is cleared serve tea/coffee order as explained in the tea/coffee service S. from the right hand side of the guest. Serve main course and clear table the same way as the previous courses Place tooth picks on the table. Therefore service of such products have to be elegant.1.1. When picking up food ensure to carry the order served first on your right hand.1.1. sophisticated but yet practical. clear it from the right hand side of the guest.Resort and Spa menus have got a wonderful selection of food items ranging from starters to grills. Placing the soupspoon on the underliner or placing of cutlery set together on the plate are indications of completion of meals. Ex: “This is the prawn cocktail” or “Here is the cream of cauliflower”. food ordered by the lady should be on your right.  TASK #: 5. Serve 2nd course and clear along with the show plate.P         PLEASE TAKE CARE: 15 MATERIALS:   To ensure not to hurry a guest to complete a meal 16 A waiters cloth Not to clear any plate until everybody has completed the course APPROVED BY: Stefan Schmid Signature: Date: Page 1 of 1 17 PREPARED BY: Position: Signature: Date: Position: Director of Food & Beverage STANDARD OPERATING PROCEDURE . crumb down and remove the cruet set. Ex: the food order of the gentleman should be on your left. and from specialty dishes to scrumptious desserts. the steward in charge of the table should ensure that the cutlery set up for the courses to follow are placed on the table.O.

The correct amount of the appropriate cutlery are obtained From the nearest side station using a completed captain‟s order for the table as checklist. By doing so. exchange the original table cutlery with the correct cutlery items to match the food orders. Required cutlery are carried to the table on the cutlery setting tray resting on the left palm. servers will never reach across a guest when setting or adjusting cutlery. A final visual check is always made to ensure the adjustments are correct and complete. Cutlery is always held by the handle and the entire procedure is carried out with minimum noise and interruption to the guest. Without disturbing the table culture to much. The exchange is carried out on a “add first. taken away second” basis. leaving the right hand to perform the adjustments.  Adjust the setting at the Table to match the food orders using the Captain‟s Orders.13 TASK: Adjusting Covers EQUIPMENT NEEDED: HOW TO DO IT WHY Serve the guest according To the standard given. placing always the new cutlery on the table before removing the original setting.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Collect all cutlery required for setting the covers from the side station using the Captain‟s order  TASK #: 5. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: .Oriental Hospitality Consultants – OrientalHospitality. Servers carry out all settings and adjustments to cutlery on the guests right by standing on the guest‟s right and using their right hands to carry out the exchanges and vice versa.  Visually ensure all adjustments are made before leaving the table  The only exception to this being a situation when a guest Sits with one side against the wall making it impractical Not to reach across the guest.  Covers are speedily and efficiently adjusted only after food orders are taken and before bread service is carried out. Using the Captain‟s orders as a guide. Check that all required pieces are on the setting tray before approaching The table .

find out why. act quickly to rectify the problem.14 TASK: Follow Up EQUIPMENT NEEDED: HOW TO DO IT WHY Approach the guest when he is not conversing or busy with another guest Quality check for guest satisfaction to reservation     If busy.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Ensure that the guest is satisfied with the product And procedure  TASK #: 5.       Warn other staff members if required. apologize. leave the guest and return later Ask guest if everything was fine. If all was well.Oriental Hospitality Consultants – OrientalHospitality. thank the guest and leave If things are not going well for the guest. Try to up-sell Ask for any further assistance Give your name as a point of contact Offer newspaper or magazines if available Offer children‟s seat as an option PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 .

guest will remember Get the main issues Offer solutions Explain your follow up The compensation It is important that the guest feels being recognized Our apology Demonstrate relation We are grateful Only 1 in 20 guests really complain. if the case is to complex Confirm and repeat the main points Never argue with the guest Offer one or even more solutions. signalize understanding Bring-in the “ I “ message Tell the guest what your action plan is Take notes.Oriental Hospitality Consultants – OrientalHospitality. X “ Move away from the problem Ask for other services.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Manage the complaint    Demonstrate Understanding                          TASK #: 5. which are surely positive “ By the way. Signalize your understanding & he /she will cool down Explain a detailed step-by-step procedure Give a solid time frame for the compensation “ I will arrange this at once.15 TASK: Complaint Handling EQUIPMENT NEEDED: HOW TO DO IT WHY It costs 5x more to get a new customer than to keep a repeating guest happy. your room is fine. The first few seconds are crucial !! Your positive impression towards the guest is important You have to show sympathy Apologize at once !! Listen carefully to the guest‟s points Remember the details. if this is ok with you ? “ Most important is speed for the execution Let the guest decide. ask what he/she would like to have Demonstrate your good-will to please the guest Admit the mistake Repeat the reason / main issue for the apology Be grateful “ Thank You Mr. X for letting me know ……. Most guest don‟t expect you are coming back once more It will help in the future. the rest remains quiet & does not return The follow-up talk PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 2 . are you happy with …?” Be grateful “ Thank you Mr.

Always check that the breakdown is clear and the bill indicates what is included. prepare the bill and keep in the station until the guest requests for it. according to the type of breakfast. If a guest refuses to fill the guest comment card. All filled up guest comment cards are collected and kept near the cashier counter. Pen within 3 minutes of request. it must be properly itemized exactly reflecting the actual order. retire from the table and stay within the vicinity. Encourage the guest to fill the comment card by explaining that it will help us to improve our service and product. After presenting the bill. The POS machine indicates that there is a communication error. the check will be punched and placed on the table. do not force the guest. contact the bank before returning to the guest.16 TASK: Billing And Payment EQUIPMENT NEEDED: HOW TO DO IT WHY The bill to be ready when the guest requests. after tea or coffee order/ if there is no tea or coffee order. never embarrass the host in front of the other guests. The payment must be processed quickly and returned to the guest within five minutes The bill must be accurate Points to remember      If the bank declines a credit card.      During breakfast. Before presenting the bill. present it in a clean bill folder with a guest comment card and a ….Oriental Hospitality Consultants – OrientalHospitality. it must be brought to the attention of your superior immediately.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Settlement of the bill to be ready when the guest requests. When the guest requests the bill. bill    TASK #: 5. Recover bill and means of payment applicable. If the rating of the evaluation is acceptable or poor. During other times. Credit card or the change to be given to the guest quickly PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 2 of 2 .

Include the change in the folder Bring it to the guest Remaining change is to be put in the tips box Collect the folder Verify that the name. (not in front of guest) Settle it in the Micros box. room number and signature of the guest are clear and visible. Cash  Room Settlement    PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . Print and Present Settle the Bill  Credit Card            Collect the folder Check the method of payment.16 TASK: Billing And Payment EQUIPMENT NEEDED: HOW TO DO IT WHY Bill to be delivered promptly and free of errors Check the bill when not in front of the guest Before printing the bill : Check the number of items consumed by guest Check the prices Check whether there are any discount entitlements Check if guest is a moments card holder Print the bill from the Micros computer Put it in a …. Folder with a …. Swipe the card in the Electronic machine Wait for the slip to come out of the printer Tear it Include in the folder Hand carbon copy to guest and after his/her signature complete transaction after signature in machine Collect the folder Check the amount of cash is sufficient. Settle it in Micros.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Check the bill        TASK #: 5.Oriental Hospitality Consultants – OrientalHospitality.. Check the notes are authentic. Pen Include a Feedback form Present the bill to the guest who asked for it. not counterfeit.

and guest room number Cancelled orders after the check is printed are voided immediately and never be used for another order Give order to waiter to prepare items ordered by guests Print the check Input orders into MICROS   Input into MICROS after receiving order Hand over printed bill to waiter after recording on order report Efficient and accurate Close guest check    Guest checks returned to order taker should be posted to the relevant room immediately through MICROS Print the signed guest check with MICROS again for closing the check All guest checks should be sent to Front Desk at least twice during the shift Double check the guest name and room number PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: .17 DEPARTMENT : Restaurant TASK: Check Sequence JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Use MICROS to send the kitchen orders and print accurate guest checks.Oriental Hospitality Consultants – OrientalHospitality. Give the kitchen order      WHY Knowledge of MICROS Accurate orders Efficient and prompt Clean Give orders to the kitchen (explain in the event of a special guest request) Print check from MICROS. Record on a guest order report including: time. staff no.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 5. check number. description.

and place the place cutlery while removing the unwanted cutlery  Ensure appropriate cutlery is placed for each dish before cutlery it is served  At the completion of each course if any of the cutlery that was placed for that particular course is still remaining unused.Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 5. which has to be set on the napkin table folded to  Approach the table and excuse your self. it should be removed after the soiled plates are cleared PLEASE TAKE CARE:  Not to send unused cutlery to the wash up area  To handle cutlery only from the base when clearing and placing  Not to disturb guests conversations while the change of cutlery is being done PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . Therefore when any of the guests order dishes Possible for all apart from the regular menu a change of cutlery will 18 Tray with guests at all Times. if not Place the cutlery on the tray. have to be done. underliner  Once the order is taken check whether the cutlery set is with a appropriate for the menu.18/5 DEPARTMENT : Restaurant TASK: Changing Cutleries On Tables JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Equipment needed: To guarantee the  All tables are set according to the set menu or buffet of best service the day.

Oriental Hospitality Consultants – OrientalHospitality. “ May I clear your plate . thank him / her bringing it to your attention. Head always upright.18 TASK: Clearing Table & Check EQUIPMENT NEEDED: HOW TO DO IT WHY Arrange in polite and timely fashion. Clear plates from the right. look around. Cutlery positioning on the plate ( set parallel ) is commonly used as An indication that the customer has finished the meal. Mr. When clearing empty glasses.com Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Clearing guest‟s table After service and prepare for billing   TASK #: 5. Move quickly and as Efficiently as you can and try not to disturb or obstruct the guest. Notice guests who Have not been eating for a while. Check satisfaction While clearing: Howe was the fish. plates pushed away slightly. work as quietly as possible. Miller ?” If the guest is pleased. No trays should be positioned on the table to clear dishes. excuse yourself. between clearing one course And serving the next. No more than 5 minutes should pass. Ashtrays should be removed covered by a clean one. Without interrupting the guest to much. then replaced. Observe. Serving / clearing station quantities should be relevant to the Restaurant volume and capacity. ladies first at all times ! When clearing. offer to clear the plates. If the guest is not pleased. say : “Thank you”. Notice when the cutlery has been placed inside. Approach the table when the last person has finished the dish. offer the guest another drink: “ Would you care for another beer. be attentive to guests signals and respond even to tables Which are not in your station. However Always check with the guest before clearing           PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . Mr. exchange the dish if appropriate and inform the restaurant manager. Miller ?” Check satisfaction at least once during the meal. apologize. Mr Miller ?” Smile.

Bill should indicate what is included in the charges. Give ample time for the guest to check the bill without hovering Around the table. E.Oriental Hospitality Consultants – OrientalHospitality. say: “Please give me a moment to look into this” Do not check the bill in front of the guest. On customer‟s request. Recover check and means of payment if applicable. Bread and butter should be removed upon completion of the main course.00 o‟ clock . Wave discrepancies within a certain limit and as established by management Apologize for any real perceived errors             PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: .00 o „clock Or vertically at 6. tax cover Charge. present the check. no stains or marks. Ensure that the cashier / restaurant staff deals with the check Promptly and returns the change or customer credit immediately ( where applicable ) Give a copy of the receipt to the guest with the card ( if payment Was done with credit card ) in a folder : “ Here‟s your card and receipt. Mr. but stay in vicinity. service charge. exactly reflecting actual order.g.g. The check is accurate.18 TASK: Clearing Table & Check EQUIPMENT NEEDED: HOW TO DO IT WHY Staff members should be knowledgeable in cutlery positions Signalizing end of meal according to different customs E. clean. thank you very much “. they are clean and updated. If the guest disputes bill.com Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO  TASK #: 5. Thank the guest and process quickly. If promotional materials are included. The check is properly itemized. Horizontally across the plate at 3. Miller.

Ensure that all toothpicks are removed and holder washed at least twice a week. Reach the table and place it on the center of the table to ensure it could be reached by all the guests who are on the table Toothpick holder has to be very clean free of dirt. However if a guest request for toothpicks the above mentioned procedure has to be followed 27 Tooth pick holder on a underliner 28 of a tea saucer placed on a beverage tray PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . Place the toothpick holder on a tea saucer. Do not over fill the toothpick holder.Oriental Hospitality Consultants – OrientalHospitality. There is no need to place toothpicks if the guest opt only for a soup. salad and dessert.19 TASK: Placing Of Tooth Picks EQUIPMENT NEEDED: HOW TO DO IT WHY After the completion of the clearance of main course food plates placing of toothpicks should be done.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO  19 At the completion of the main course. once the plates are cleared tooth picks should be placed on the table 20 21 22 23 24 25 26 MATERIALS:   PLEASE TAKE CARE:    TASK #: 5.

The opening has to be big enough to provide a Proper puff. Otherwise the waiter offers a gas lighter or long match stick.. While taking short puffs. that means the cut has to be smaller than the diameter of the cigar. Cigars which are closed at their ends.Oriental Hospitality Consultants – OrientalHospitality. Cigars are hold with the left hand at the cigar bow. the cigar is slowly twisted over the Flame until the ash is evenly spread at the other end. 2. that the cut is clean and even. TASK #: 5. When cutting the cigar.cigar match stick or cedar splinter .candle .cigar cutter.B/B plate for trimmings 3. Now the prepared cigar is presented and handed over to the guest. the sulphur of the match stick must be burned down completely The burning section is being hold into the flame Of a cedar splinter or candle to “pre-warm” After one takes the cigar in the mouth and moves 1 cm towards the small flame. Normally he/she will lighten up the cigar him/herself. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . Nothing must be used to disturb the flavours.com Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Cigars have to be prearranged prior to lighten them.20 TASK: Cigar Service EQUIPMENT NEEDED: HOW TO DO IT WHY Serve the guest up to his / her expectation 1. 3mm of the “head” should remain. otherwise the cover-leaf is damaged and Therefore the problems for inhaling might occur. 4.cigar ashtray . have to be Slit open. The reason for cutting the “head is solely for the purpose of clearing the folding leaves. It is important. No gasoline lighter. ( Whether the bow will be removed is the guest‟s decision ) Mise en place: . nore smoking sticks. round scissor . Some cigars are packed in cellophane and have to To be unwrapped first.

The higher the figure the fatter the cigar. To summarize. so why not with a cocktail or a malt whisky? Does the acidity of a cigar need the sweetness of alcohol to cut the taste and compliment the fine nature of the leaf . which can be surprising. the stronger the cigar seems to be the general rule. The sweeter the cocktail. But perhaps because it is matured in sherry casks. make a long elegant mellow smoke.or not ? One chooses a cigar according to mood or occasion in the same way as a wine. it works very well with the stronger cigars. or perhaps because of it‟s sweet mellowness. while the Capa or wrapper dresses the cigar dictating its appearance. or binder. with the hint of chocolate and the cigar‟s edge of the earth flavour combine well. crème de cacao and cream goes very well with a Do Gusto Doublke Corona. The matched pair.Oriental Hospitality Consultants – OrientalHospitality. The cream and the smoke. but one of my favourites includes Scapa [Orkney Isles] and you may wish to match a Don Gusto Toros. a cocktail of vodka. mountain on Royal Deeside single malt and so has the mineral nose and characteristics of that location. I would encourage you to try cocktails starting with a Dry martini cocktail. Try matching a Don Gusto Lonsdale This particular cigar is a match for most cocktails. Mai Tai‟s and a Singapore Sling go well with a Churchill Velvet Hammer . consists of Havana Club Rum. It brings out the smoothness and style of the whisky with the Don Gusto mellowness. Try a Don Gusto Corona Good Cognac of which I will not suggest as that would undermine my roots and I do not wish to enter into a discussion without having the product on hand or knowledge Moving away from spirits. But why ? Today we smoke cigars at any time we fancy. which are secured by a Capote. cocktails work wonderfully with cigars. Malt whisky. and Cognac are also a very good combination PREPARED BY: Position: Signature: APPROVED BY: Position: Director of Stefan Schmid Signature: . fresh mint and soda and a match for this would be a Don Gusto Corona.20 TASK: Cigar Service EQUIPMENT NEEDED: HOW TO DO IT “A MATCH FOR A GOOD CIGAR” Tradition dictates that cognac or vintage port. but be careful there is not too much apple taste. are the correct accompaniments to a cigar. [The girth is given as the ring size or RG. The cigar. but the vanilla content should help to overcome this. The malt is soft round and fruity without the burn one gets with cognac and the mellow smoothness of the cigar combines to give a long elegant palate My next malt whisky choice is Royal Lochnagar produced just below Lochnagar. lime.] There are three types used in the filler. is of medium strength. Selecting a beverage is a personal choice but I would like to enlighten you on the values of my personal favourites Definitive malt whiskies ARE OF A WIDE CHOICE. Another great match here is a Don Gusto Torpedo Other spirits which are an interesting match include Calvados especially an older version and very fine [Berneroy] is an adventurous match. They come in varying strengths dependant on the leaves in the roll and are sized according to length and girth. made with quality Gin.com Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff TASK #: 5. A Cuban cocktail favourite the Mohito.

Oriental Hospitality Consultants – OrientalHospitality. Put the whole packet back on the plate and put it next to the guest 8. light the cigarette for the guest with the other hand to prevent the flame off WHY To guarantee the best service Possible for all guests at all times. Get the cigarette and put it on a plate with a box of matches 4. the server should repeat the order 2.5 to 2 cm 7.21 DEPARTMENT : Restaurant Chinese TASK: Cigarette Service & Presentation JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 1. Bring it to the guest and show it to him. open one side of the foil paper on the top of the cigarette (do not tear off the foil paper) 6. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . Have the lighter or matches ready in hand. Let the guest to take the cigarette out from the packet (do not take out the cigarette for the guest) 9. Remove the seal.com Date: Food & Beverage Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1. at the same time ask whether he would like us to open the packet 5. When guest orders for a packet of cigarette. when the guest hold the cigarette in fingers. Hold the packet with one hand and hit on the other hand's thumb or index finger gently to let the cigarettes come out of the packet by approx. Issue a captain's order / POS to cover the order 3. 1.

Miller ?” If requested. Observe guest and offer a table to meet their individual needs. Use guest name at least twice during conversation.22 TASK: Breakfast EQUIPMENT NEEDED: HOW TO DO IT WHY Acknowledge guest within 10 sec / 3 meters of entrance. Guide guest to the table.com Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO  TASK #: 5. remembering who ordered them. specialties or breakfast Choices. say: “ I will be with you shortly sir / madam “ Or call a colleague. rather than the room number. Establish Eye contact and smile: “ Good morning sir / madam “ .g. E. provide the A La Carte Menu open to the guest. place napkin on lap. Offer choice of seating. single guest Hold chair for guest-place. Serve beverage within 5 minutes. Staff should have full knowledge of menu composition. Explain buffet service and dishes on offer. so that They can guide the guest in his / her choice when necessary Offer to take drinks order “ Would you like to have tea or coffee Mr.Oriental Hospitality Consultants – OrientalHospitality. Ladies first at all times !!             PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . If you are busy. Ask for guest name.

Once the guest has decided be neutral as to their choice and support it. if necessary check Back with the kitchen before making a commitment. Miller. Remain attentive to guests needs during the meal by regularly passing Through the tables. assist guest with the Serving. say: If you need a moment or two.Oriental Hospitality Consultants – OrientalHospitality. When the guest has decided to go for the buffet.22 TASK: Breakfast EQUIPMENT NEEDED: HOW TO DO IT WHY Observe guests body language and be attentive to their needs and place.      PREPARED BY: Position: Stefan Schmid Signature: Date: APPROVED BY: Position: Signature: Date: . Be open and honest about menu request. Mr. would you prefer me to come back ?” Ask open ended question to establish customers exact needs and Preferences. Be flexible and be prepared to modify dishes or accommodate special Orders. If guests need more time.com Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO  TASK #: 5.

one or more foreign guests on a table of local guests. 11. To avoid wrong order. It is prohibited to speak loudly / argument in front of the guest 4. always speak English 16. repeat the order to guest 9. No chipped glass / chinaware should be used 8. Never put hands in pockets / on hips / cross arms 5.23 DEPARTMENT : Restaurant Chinese TASK: Behavior During Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO HOW TO DO IT DO 1. scratching or any other similar gesture to any part of your face / body in front of the guest 6.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1. rubbing eyes. No picking noise. Under no circumstances should the guest hear argument 13. To maintain a pleasant and helpful attitude towards guest "smile”. Be sure to remove all plates when guest have finished 10. Do not point the finger at any guest 17. When Napkin / silverware / chopstick is dropped on the floor. Whenever. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . Do not speak our mother language to your staff in front of the European guest 15.Oriental Hospitality Consultants – OrientalHospitality. supply a new one to guest 7. Do not lean against any objects such as: Table /chair / service station in the public areas WHY To guarantee the best service Possible for all guests at all times. Provide help when called even in another section 2. Remember the guest is always right 12. Always give a friendly good bye 14. Never stand in group 3.

rice. To check additional drinks are offered and served 12. To check whether the table is kept clean 10. To check whether the table is kept clean 11. Ensure that the surrounding of the table is clean especially when resetting for new customers 5. To check with the guest whether the food ordered are sufficient. Ensure that the tables are not shaking 3. Ensure that the ordered food arrived correctly. any additional dishes. Frequent check on service in a helpful and professional manner 2. To ensure the tea served is hot and the thickness of tea is preferable to the guest WHY To guarantee the best service Possible for all guests at all times.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1. Ensure that the tables and chairs are properly set and clean 4. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . Check with the guests how do they enjoy the food 8. To make recommendations professionally 9.Oriental Hospitality Consultants – OrientalHospitality.24 DEPARTMENT : Restaurant Chinese TASK: Checking On Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO HOW TO DO IT DO 1. in sequence and on time 6. side dishes to be added 7.

thank the guest for their call. The notes you make will serve as a reminder in case you forget any of the details of the caller. it useful to have a pen and paper handy in case you need to write down any special details like the villa number. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . the time of the call and any special request that the guest may make. thank you for calling Dining at…….com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 5. how can I help you?” Also when someone is calling. When answering a telephone you should let it ring approximately 3 times before answering. At the end of the conversation and before you hang up.l. Telephone etiquette exists mainly because it is a polite standard that is clear and helps to avoid confusion. If the Dining on the Hill is our example.. If you let it ring too long then the person calling may hang up if they are impatient.25 TASK: Telephone Etiquette EQUIPMENT NEEDED: HOW TO DO IT WHY Telephone etiquette describes the correct way of communicating using the in house telephone. the greeting would be: “Sawasdee Khrap. This is …… speaking.Oriental Hospitality Consultants – OrientalHospitality. The official greeting should inform the person calling where they have called to and with whom they are speaking to. If you pick it up after just one ring the person may be surprised and may not sound as confident as they would like to.

we can contact the guest to come to the restaurant 3. We should suggest the guest to use / try the other restaurants of the hotel. it shall take approx how long To guarantee the best service Possible for all guests at all Times. 2.26 DEPARTMENT : Restaurant Chinese TASK: When The Restaurant Is Booked Out JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. when the table is ready. If the guest insist to wait.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 5. Do not commit the exact time when we can provide a seat for the guest if the guest is on waiting list. we can ask the guest to leave his mobile phone number (if there is one). PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: .Oriental Hospitality Consultants – OrientalHospitality. Or we can suggest the guest to have a drink or a seat in waiting area / lounge. the hostess must call that outlet to secure a seat for the guest before the guest make a move. we can go to pick the guest up 4. once space is available. we can only tell the guest that roughly.

Cross out the release the booking which was marked.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 5. check whether the guest would like us to mark the booking for any other dates tentatively To guarantee the best service Possible for all guests at all Times.Oriental Hospitality Consultants – OrientalHospitality. Thank the guest for calling to inform us the cancellation when receiving the call 4. put down all details such as who call to cancel the booking / when did he call / who cross out and release the space 3. PREPARED BY: Position: Signature: APPROVED BY: Position: Director of Stefan Schmid Signature: . Should try to find out the reason why the guest wanted to cancel the booking.27 DEPARTMENT : Restaurant TASK: Cancellations & Bookings JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. All concerned personnel / sections must be informed if the table / PDR has been pre-set and / or the advanced order has been placed 2.

and put them to the specific areas Use a bussing tray to clear all glasses Use a bussing tray to clear all soiled dishes and put them in order (big one underneath and small ones on the top) Lay the clean table cloth as per SOP Reset table as per SOP Ensure that the Carpet (floor) and the chairs are cleaned To inform the hostess to bring the new guests To guarantee the best service Possible for all guests at all Times.Oriental Hospitality Consultants – OrientalHospitality. PREPARED BY: Position: Signature: APPROVED BY: Position: Stefan Schmid Signature: .28 DEPARTMENT : Restaurant TASK: Clearing & Re-setting Table JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT         WHY Put the chairs in order Remove the soiled face towels and napkins together with the tea pots.com Date: Food & Beverage Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 5.

Observing helps you see things as they happen. The eyes should be open at all times. and so you can better plan your timing. even if it is only by a few seconds.Oriental Hospitality Consultants – OrientalHospitality.com Director of Date: Food & Beverage Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 5. Guest want to be recognized and served Immediately. It will also allow you to deliver a better service to the guest. constantly sweeping the restaurant and quickly looking at how each table is doing. PREPARED BY: APPROVED BY: Stefan Schmid . It even sometimes helps to quietly describe each table to yourself.29 TASK: The Fine Art Of Observation EQUIPMENT NEEDED: HOW TO DO IT WHY One of the most important talents as a host/hostess is being able to observe and predict.

com Position: Signature: Position: Director of Date: Food & Beverage Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To bid farewell       TASK #: 5. ladies first Check satisfaction of all guests Ensure any queries or suggestions are immediately acted upon Escort the guests to the exit Thank the guests for their business and help them with any luggage or coats. etc.Oriental Hospitality Consultants – OrientalHospitality. Go back and reset table promptly Ensure guest is satisfied and will return .30 TASK: Farewell And Departure EQUIPMENT NEEDED: HOW TO DO IT WHY Pull the chairs out for the guests.

Carry the tray to the clearance area.Oriental Hospitality Consultants – OrientalHospitality.com PREPARED BY: APPROVED BY: Position: Signature: Date: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Clearing at the Bar  TASK #: 5.    . Remove and dispose of coasters   Clearing from the table  Remove the glasses or cups with a tray from the table from the right side of the guest or without crossing the front of the guest. Clear glasses of ladies first.31 TASK: Restaurant Clearing EQUIPMENT NEEDED: HOW TO DO IT WHY Restaurant tables and bar counter are cleared without disturbing guests and tables/bar counter is clean and tidy at all times Only when the last guest has finished. remove glasses or cups from the Bar counter and place them in the appropriate area. Wipe the counter dry if required. Be as unobtrusive as possible. not to disturb guests.

All debris e.g. branches. the Pool Boy should assist and place this neatly folded on the sun lounger 10. Staff in charge of pool operations and service must ensure that all the Pool area is neatly arranged and clean before 9:00 a. Guests are enlightened about the pool service and system upon arrival including thoroughly explaining the use of the pool. Pool side menu and Activities list are placed neatly 6. PRESENTATION: The Pool/s must always be clean and highly presentable to the guest PROCEDURE: 1.m. the following minimum standards and procedure shall be implemented . If guest is wearing a robe. dirt must be totally cleared. TASK #: 5. Towels must be unfolded and laid out for the guests. Check that the Pool side menu and activities list are in good order 7. paired with attention details and to security Alert measures. Sun Loungers are to be laid out with towels and umbrellas opened by 9:00 a.m. 11. All sun loungers and fixtures in good order and laid out neatly 4. Our intention is to “Wow” the guest and go beyond their expectations.32 TASK: Pool Service EQUIPMENT NEEDED: HOW TO DO IT WHY To provide friendly and professional service at all times. leaves.m. Guests must be greeted by name if previously known (check In-House Guest list) 9. 8. Ensure that all sun lounger drawers are clean and that in the left drawer. 3. In this respect. 5. 2.Oriental Hospitality Consultants – OrientalHospitality. Engineering Department staff to deep clean the pool each morning by 8:00 a. safety and sanitation. and the availability of the pool side menu PREPARED BY: APPROVED BY: Stefan Schmid . Pools and surrounding areas must be in thoroughly inspected for cleanliness.com PREPARED BY: APPROVED BY: Position: Signature: Date: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Pool Service is very important as many guests spend a lot of their time by the Pool.

Service to offer sun glasses cleaning must be done with only glass cloth and spray cleaner on a wooden tray. spritzers and menus offered. No glass vessels are to be used at the pool area Every time the pool boy makes his rounds to cater to guests or carry out the designated tasks he must see to the following:  Look out for arriving and departing guests and offer the respective services mentioned above  Check and remove trash around or in the pool  Collect dirty towels  Offer and refill water ice if guests so require . sorbets and cold face towels are given at the time specified. Standard is no more than 2 butts in the ashtray. 14. Beverages will be served on a coaster on to the tray fixed onto the side on the pool bed. 13.com Position: Signature: Date: Position: Director of Food & Beverage Signature: Date: Page 2 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 5.Oriental Hospitality Consultants – OrientalHospitality. 20. Service of all food must be done on the In-Villa dining rectangular tray with the cutlery set on either side of the plate so that the guest can consume the food while the plate is on the tray itself. complimentary fruits. 16. 18. food and/or beverage orders after the initial cold face towels are presented and also to offer guest the menu if he/she would like to see it Follow the tasks on the check list provided to ensure that sunglasses are cleaned. 17. 19. provide an ashtray.32 TASK: Pool Service EQUIPMENT NEEDED: HOW TO DO IT WHY 12. served The guest is asked whether he/she would like any Immediately. Guest want to be A fresh cold face towel is presented to the guest recognized and upon arrival. 15. Spritzers are offered every time an offer to clean the guest‟s sun glasses are made If guest is a smoker.

22. cutlery and glasses Pool Boys must always be attentive and alert to service guests.com PREPARED BY: APPROVED BY: Position: Signature: Date: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 3 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO  TASK #: 5. 26. 21. 25. furniture and umbrellas are in good order  Move umbrellas from time to time so that the beds are always under the shade The afternoon offering of fresh cut fruits must be different from the one offered in the morning. 27. 24.32 TASK: Pool Service EQUIPMENT NEEDED: HOW TO DO IT WHY Guest want to be recognized and served Immediately. see to guest requests and ensure the enjoyment and safety of the guests All pool boys must be trained and certified in Life Saving and First Aid Fresh Fruit smoothies will be provided to all guests complimentary and to accompany all cold towels offered Sun Tan/Block Lotions are offered to all guests Cold face towels with a smoothie to be served alternatively every half hour . Bring out towels and arrange sun loungers for arriving guests  Fold and towels robes for guests. that the menus are in order. The complimentary sherbet must be changed daily The Pool boy must remove all towels. plates. 23. 28.Oriental Hospitality Consultants – OrientalHospitality. place bookmarks for guest‟s books that are open  Offer glasses and ice for guests that bring their own drinks  Rearrange chairs and loungers upon guest departure and ensure that the drawers are cleaned.

Oriental Hospitality Consultants – OrientalHospitality.com PREPARED BY: APPROVED BY: Position: Signature: Date: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Get information  TASK #: 6.01 TASK: Research Market Trends EQUIPMENT NEEDED: HOW TO DO IT WHY Obtain details from other companies Information on market trends must be researched and updated every 3 months. Positive and negative feedback is discussed with staff during briefings. SWOT analysis From the business plan a Standard of Performance plan is produced & implemented to include marketing plan & costs All marketing collateral to be professionally produced & conform to …… standards A current guest history is maintained & mailed monthly by the restaurant management staff An outlet questionnaire is produced for guest feedback.     PREPARED BY: APPROVED BY: Stefan Schmid . Investigate new concepts  Select concepts      Discuss and compare ideas Investigate new concepts to generate more business Conclude Report to the F&B Manager and offer suggestions The outlet has its own business plan Improvement in business and service Accurate and detailed Business plan should include the following: Budget Positive suggestions revenue. market analysis.

com Position: Signature: Date: Position: Director of Food & Beverage Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 6. double check from the stores.  . before positioning them on the bar section. Collect all the linen needed for the operation from the linen room. Collect the respective fruit and garnish. Equipment Collection Collect the glasses from the washing area making sure they are properly washed and polished with hot water.02 TASK: Opening Procedures EQUIPMENT NEEDED: HOW TO DO IT WHY Key Collection  Collect the bar keys from the respective office/Security Ensure hotel rules are followed at all times Stock Collection    Collect the stock.Oriental Hospitality Consultants – OrientalHospitality.

Whatever the policy Or procedures used to handle any situation involving Guests should always be formulated with the guest‟s Need in mind.Oriental Hospitality Consultants – OrientalHospitality.com Cash Float Collection  Make sure cash float is collected and counted prior to your shift. Focus on the process as well as the results How a task is carried out is as important as the final result. Guest Focus The guest is reason why we are in business and therefore The guest and his/her needs must be the focus of Everything that we do. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Give the guest what he/she wants 1. Never say : “ I‟m sorry. React on complaints Positively and follow up on it TASK #: 6. The step by step approach that we adopt to carry out any task is part of our quality service though the end result is what most guest experience. that‟s not part of our policy If that is the case.03 TASK: The 6 Principles Of Quality Service EQUIPMENT NEEDED: HOW TO DO IT WHY The guest is always right 2. then it is truly time to review that Policy to meet the guest‟s need. .

Oriental Hospitality Consultants – OrientalHospitality.com
Consistent, prompt & Polite recognition 3. Prevention versus inspection It is better to prevent set up a situation, whereby little Variations in quality takes place rather than to always be Checking for quality. The standards and procedures set up to accomplish a task should be “prevention” orientated rather than a cure.

Focus on: Fast Sufficient Greeting Friendly

4. Mobilize expertise Seeking advise and technical knowledge of those who are expert in a particular field, and help us maintain quality. If you are not sure of handling a delicate situation or service procedure, ask always first your supervisor

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date:

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STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 6.03 DEPARTMENT : Restaurant TASK: The 6 Principles of Quality Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY
5. Fact based decision making Whatever decisions we make should be based over on Hard facts gathered through records or data collected Over a period of time, rather than a “gut-feeling” approach.

6. Feedback The best people to ask about quality service is our guest. Guests are always willing to tell us what they expect, need and want from us in terms of service and Quality. A system of gathering feedback from our guests should be implemented as a constant check on guest

Oriental Hospitality Consultants – OrientalHospitality.com
Satisfaction

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO
Information about restaurant for Easy access to all guests

TASK #: 6.04 TASK: Accessibility-Location-Guest Awareness EQUIPMENT NEEDED: HOW TO DO IT WHY
To be informed of restaurant location and activities

Make sure all staff concerned know and are aware off the location of all relevant signage posted for F&B and front of the house.

Signage

Make sure:  Signage is clean  Free of obstructions  Shows correct information  Is clear and not ambiguous  Well lit during evening & night hours

Oriental Hospitality Consultants – OrientalHospitality.com
Room packs   

Make sure room packs are updated Show correct information They are in the right location for the guest to locate easily.

PREPARED BY: Position: Signature: Date:

APPROVED BY: Position: Director of Food & Beverage

Stefan Schmid Signature: Date:

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STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO
Lighting

TASK #: 6.05 TASK: Restaurant Set Up EQUIPMENT NEEDED: HOW TO DO IT

WHY To ensure that the bar & restaurant is comfortable and welcoming

 Illumination should be adjusted according to the time
of the day.

Temperature

 

Air-conditioning should always be comfortable. The air is fresh, not smoky.

Music

 Music type and volume should be appropriate according to the time of the day.

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Cleanliness  Seating area and bar area should be perfectly clean hygienic

Plants

 Plants are fresh, clean, not dusty and well maintained,
no dead leaves

Menus

Menus are clean, fresh, updated with the daily special and not messed up

Bar counter

 

The bar counter is clean and neat.

Floors

The floor is clean, polished and dry.

Tables

The tables and chairs are well arranged and neatly set. If there is a candle/lamp on the table, it is lit. The windows and doors are clean, no finger prints, well polished.

Windows/doors

Curtains

Curtains are clean, neatly arranged

PREPARED BY: Position: Signature: Date:

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Stefan Schmid Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO
Understand the terms 

TASK #: 6.06 TASK: Mise en Place EQUIPMENT NEEDED: HOW TO DO IT

WHY
Mise en place must be done in tidy and neat

“Mise en place” means pre-preparation. Whatever will be used during service, to be prepared in advance i.e. ensuring the equipment is sufficient and ready for use i.e. trolleys and trays are set up for breakfast, lunch and dinner (Preparation before actual service) Manager / Supervisor / Order Taker will instruct waiters to handle the mise en place i.e. trolleys/trays set up, cleaning and sorting equipment etc.

 Perform tasks assigned by Supervisor 

Place in different trays and store in drawers  Chinaware is not chipped. Breakfast mise en place is completed and staff are assigned to lunch break by 12 noon.com Increase speed of service  The aim of mise en place is to facilitate a smooth and easy work flow. scratched. Make sure that the linen book is taken with you. priority is given to the following items: . write in the linen book and inform the Supervisor. If any items are not available.07 TASK: Back Area Duties EQUIPMENT NEEDED: HOW TO DO IT WHY Efficient service is ensured by stacking up side station and restaurant back area with all necessary mise en place to get through the busy operation   Linen is changed after Briefing. Specialty Night linen must be done separately. The linen is properly counted and entered in the book. When doing mise en place. Replace fresh linen for dirty. resulting in more efficient service Dry all equipment with a cloth for this purpose.Oriental Hospitality Consultants – OrientalHospitality. Sort into a cutlery container  Sort silverware  Sort Chinaware Sort glassware   Pile up the different items on the shelf Sort by type and size. spotted or faded General mise en place standards  Par stock of equipment sufficient for day-to-day operation PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Breakfast Duties    TASK #: 6.

Juice Glasses and Water Goblets        PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 6. Juice Glasses. Extra Teacups and Saucers. Teaspoons.com Teacups. Cereal Bowls. The following racks are to be used during Breakfast. Teacups.Oriental Hospitality Consultants – OrientalHospitality. Still Room must be cleaned and ready for service before 12 noon. Egg Cups. One Coffee Cona Pot are kept in the Still Room for Lunch Service Teacups and Demitasse Cups are arranged on the cup warmers. Butter Pots.07 TASK: Back Area Duties EQUIPMENT NEEDED: HOW TO DO IT WHY . Ensure to refill the buffet when following equipment is wiped: Cereal Bowls. All items mentioned below (used for Breakfast) are stored: Miso Soup Bowls. Japanese Breakfast Boxes. Small Knives and Forks. Plates and Juice Glasses. Extra Cereal Bowls. Juice Glasses. Dessert Spoons. Side Plates. Juice Bottles and Milk Containers are washed and filled with water and kept in the respective place.

08 TASK: Guest History Cardex EQUIPMENT NEEDED: . No racks must be kept on the ground. Paper rolls and washing soap must always be available . Be aware of breakages. Always keep a check on the Hot Beverage mise en place at the Still Room During the Lunch/ Dinner service. The cutlery containers must be half filled with water. No other outlet equipment is kept in the back area Make sure that equipment is stacked properly. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff TASK #: 6. Dishwashing Machine must only be handled by Stewarding Staff. empty and kept near the main washing area to be collected by the Stewarding staff. the Steward must be informed. place in the breakage bin and do not throw in the garbage. Any tarnished cutlery must be dipped in the chemical. If the garbage bin is full. The staff allocated at the back area must check the cleanliness and mise en place.com General Duties                   If the recycling bins are full. If any equipment is broken. Ensure that the floor dry at all times.Oriental Hospitality Consultants – OrientalHospitality. (the linen trolley is kept on the right of the bussing table. replace the juice glass racks with wine glass racks. Make sure that the back area is always clean at all times. if not ask the Stewarding to refill. Two extra containers must be kept near the sink for Teaspoons and Butter Pots. Remember not to keep it in chemical for a longer period. refill of the buffet every half an hour. Put Plastic bags on recycling bins Ensure to use the steel trolley to transport equipment.

magazines. music etc. Country of origin 5.  If possible ask as well for a business card and fill all Required information in as follows: All information to be filled in a “guest history Template and Saved at the Restaurant Folder including Copies to Director of F&B 1. title and heritage with All his/her likesdislikes and preferences  Accurate and complete records of preference of regular Guests are written down in a cardex system. Preference of newspapers. Occupation / company name 4.  The hostess. Full name of guest 2. 6.com WHAT TO DO HOW TO DO IT Preparing and adjusting the guest history cardex WHY To recognize the guest by Name. Smoking ( cigarette or cigar ) or non smoking 8. Preference for being served by a particular staff 9. Captains and Manager starts a record of Any guest arriving at the “guest history template” and to be considered a regular and repeating customer. General comments PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff TASK #: 6. Marital status. 7.1 TASK: Stationary – Linen Record & Storage EQUIPMENT NEEDED: . Preferences and dislikes for specific food and beverage 10. married with 2 kids etc. Satisfaction/praise or complaints occurred 13. 11.Oriental Hospitality Consultants – OrientalHospitality. Date of birth 3. History & dates of visits 12. Preferences of certain tables & location.

Item 1 Table cloth (210 x 210 cm) Unit Nos Max 150 Min 100 2 White napkin (55 x 55 cm) Nos 500 400 3 Tray cloth (55 x 47 cm) Nos 100 75 4 Tray cloth (33 x 45 cm) Nos 100 75 5 Round tray cloth (30 cm) Nos 12 12 6 7 Wiping cloth (discarded) Napkin (other colors .com No.31 TASK: Stationary – Linen Record & Storage EQUIPMENT NEEDED: .discarded) Nos Nos 25 25 PREPARED BY: Position: Signature: Date: APPROVED BY: Postion: Director of Food & Beverage Stefan Schmid Signature: Date: Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant Chinese JOB TITLE: All Restaurant Staff TASK #: 1.Oriental Hospitality Consultants – OrientalHospitality.

Oriental Hospitality Consultants – OrientalHospitality.com WHAT TO DO HOW TO DO IT                WHY To guarantee the best service Possible for all guests at all Times. Fill up the linen record book with details Date Items Restaurant count Laundry count Issued by linen room Received by Balance carry forward Collect clean linen To ensure that there is no discrepancy If there is shortage. to indicate the amount in the record book (under balance carry forward) To ensure that linen attendant signs in the linen record book Bring the linen back to the restaurant Arrange the linen into the linen cabinet properly stack it neatly accordingly to the items and sizes To separate all table cloth in sizes PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant TASK #: 6.10 TASK: Replenish Linen .

com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Take dirty linen to the Linen Room  Bring trolley with counted dirty linen to Linen Room 3 times daily after every shift WHY Linen must be clean and in good condition and must be always circulated to allow sufficient supply           Separate all linens in variety Tie the soiled napkins in bundles of 10 Ensure there is no debris attached to the linen Badly stained (or damaged) linen to be separated Use assigned linen trolley for transport via the back of the house Count and put into batches Count each different item i. trolley cloths. condemned cloths etc.11 .e. napkin. Record Write the total of each dirty linen type counted in the Linen Book Pre count all soiled linens Collect fresh linen  Collect the exact amount of fresh linen from the Linen Room  Any balance to be recorded in the linen book and collected at a later time PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 6.Oriental Hospitality Consultants – OrientalHospitality.

damp cloth Return the items into the trolley PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE .com DEPARTMENT : Restaurant TASK: Handle Routine Cleaning Tasks JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Make a schedule  Prepare all cleaning tasks on a schedule and post on notice board: a. Check the cleanliness of the supporting stand and wheels Spray WD40 once a week.Oriental Hospitality Consultants – OrientalHospitality. Make sure that there are no stains on the surfaces. so the wheels move smoothly All jobs must be done on schedule and all items must be cleaned and kept in perfect condition Job assignment Follow up     Handle cutlery polishing Handle trolley cleaning  Handle cleaning of hot cases   Wipe the entire warmer with a damp cloth. Stainless steel partitions are to be cleaned by washing machine every day Handle cleaning of fridge    Remove all the items from the fridge Wipe the entire fridge with a hot. Clean electric warmers every day – night shift c. Clean trolleys on Sundays – night shift b. damp cloth Put back all the items after cleaning Handle cleaning of shelf trolley    Remove all the items from the shelf trolley Wipe the entire fridge with a hot. Clean fridge and shelf trolleys every day – night shift Supervisor or Manager to assign the job tasks to staff Supervisor or Manager should check all the cleaning (as mentioned above) when finished All cutlery items are to be polished once a week on Friday Wipe the entire trolley with a damp cloth.

WHY PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant TASK #: 6. the clearing area for table ware. Clearing area During service.35 DEPARTMENT : Restaurant TASK: The Pantry JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT The pantry is the service support for the restaurant. To avoid this assembling the food in the Pantry and then getting help from other hosts/hostesses to help deliver the food is called launching. To help with this a check list and a task of duties has been compiled and is attached as an example. it is important to consider the clearing area as one of the most important phases of the pantry. Other times this is not possible. In these cases. A well-prepared pantry can make the difference between a chaotic service and a smooth service. it is also the launch area for food arriving via the dumb waiter (the lift) and probably most importantly. The pantry is not only a holding area for the utensils required in the restaurant. risking breakage and even injury to members of staff. Care should be taken to clear the tableware as it comes in and not to let it accumulate until it becomes dangerous. the pantry will be where the dirty tableware is taken after the tables are cleared. Because the various articles are dirty and so harder and safer to stack during a busy moment of service.13 TASK: Handle Store Requisitions . as much preparation should be completed before the beginning of the service shift. and food will be delivered to a table with trays. such as a survival kit for wet day.Oriental Hospitality Consultants – OrientalHospitality. For this reason. efficiently stocked and clean pantry will make a big difference during the peak times of a busy service. well organised. A good. The holding area The pantry should hold all materials necessary not only for a smooth daily operation. maybe some of the food is being sent up in the dumb waiter. but also for the occasional inconveniences. maybe there are too many plates and trays have to be used. the pantry can quickly become very messy.com FOOD & BEVERAGE TASK #: 6. and helps avoid using the trays in service. it is all too easy for mistakes to be made. The launch area for the food Sometimes food can be assembled from the pass in the kitchen and sent with the waiters straight to the table. As a good preparation can equal 75% of your work.

Oriental Hospitality Consultants – OrientalHospitality.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Check par stock  Check stock item WHY 28. Keep one copy of order form to check against items received   Send approved orders to the stores and collect stock items for your department twice a week on specific days. Keep one copy of order form to check against items received  PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE .1 Issue requisition Correctly fill out the General Store requisition form Be sure to write down quantity required. promptly and efficiently using correct form with authorized signature Send to stores & receive stock  Send approved orders to the stores and collect stock items for your department twice a week on specific days. store items must be requisitioned accurately. Get approval from the outlet manager Send to F&B manager for approval and signature Send for signature In order to maintain sufficient stock. item name.

drawers.14 TASK: Inventory Control EQUIPMENT NEEDED: HOW TO DO IT WHY Inventories must be correct and received on time. must be opened Items must be put together and sorted Assign Staff Decide how many staff are needed to carry out the task Give staff clear instructions about this procedure Stock-take    Coordinate with Chief Steward Count and fill in “Count Sheet” Sign the “Count Sheet” Send to F&B controller   F&B Controller should double check every item and make sure correct figures have been filled in One copy of each “Count Sheet” is collected by F&B controller File  Place all items back in original place PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE .Oriental Hospitality Consultants – OrientalHospitality. etc.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Prepare      TASK #: 6. Get “Count Sheet” from F&B Controller All cupboards.

Oriental Hospitality Consultants – OrientalHospitality.15 DEPARTMENT : Restaurant TASK: Repair Order JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Monitor   Check if anything is damaged in need of repair Carry out daily inspection before opening for operation WHY Maintenance orders must be issued with clear description of the maintenance work to be carried out Issue repair order   Prepare E-mail with repair order in detail Send to Engineering department Clean and in good condition Follow up     After engineering has fixed the order Check to ensure the job has been done properly Remind engineering department if any order is still not completed after a certain period Report the outstanding order to the F&B Manager Efficient Job completed promptly PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE .com FOOD & BEVERAGE TASK #: 6.

Corridors and landings to be clear of trolleys and trays. Food trolleys or trays to be removed promptly.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO  Tray and Trolley collection        TASK #: 6. If guest call for removal. professional and Timely manner at all times. say: “ May I take the used glasses.g. Mr. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE . Mr. Work as quietly and quickly as possible. e. plates or old fruit Baskets. Miller. Miller ?” Observe manual handling for lifting and carrying trays. have a pleasant day “. plates Mr. Miller ?” Remove used equipment in the room such as glasses. check their satisfaction. Regular checks Are to be made. “ How was the fish. Leave the room after wishing the guest a pleasant day: “ Thank you.16 TASK: Tray And Trolley Collection EQUIPMENT NEEDED: HOW TO DO IT  WHY To serve our guests In a friendly.Oriental Hospitality Consultants – OrientalHospitality. more frequently during high volume periods.

Last year figures Make comments on the general situation of business and about any special events The F & B logbook must be completed daily after operating hours. Average check (all day) c. Promotion analysis f.30 hr.Oriental Hospitality Consultants – OrientalHospitality. the daily report should be completed and sent to the F&B office Make sure the daily report is kept in the appropriate location for F&B Manager‟s approval before 8. Food revenue (all day) d.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Prepare daily F&B logbook  TASK #: 6. Timely Accurate Good observations and suggestions PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . Beverage revenue (all day) e.  Submit to F&B Manager   After operating hours.17 TASK: Log Book EQUIPMENT NEEDED: HOW TO DO IT WHY Fill in daily report form with the following details (logbook): a. Covers (all day) b. and the report must be passed on to the F & B Manager every morning.

O.O. If the first order that is given to you is a main course.O.T.T.O.O.O..T. last the number of items. NOTE: All Green K. And K. copies must go to the Cashier as soon as possible Buffets are written on a note pad and handed to the Cashier PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . start writing the order from the middle of the K. then the cover numbers.T. copy must go to the Cashier at all times for billing purposes. A la carte food order must be fed into the Micros immediately in order for kitchen to start preparation. stands for Kitchen Order Ticket. When writing food orders.T.O.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 6. copies can be destroyed. The White K.O. of a beverage order is given to the Bar to pick up the beverage order.              The White K. the items must be written clearly First the items must be written.T.T.:  Date & table Number  Number of Covers  Order Taker‟s Signature When taking an order. Once the orders are served. starters and main courses must be written separately. The advantage of writing the cover numbers is that any staff member can pick up the food or beverage order and serve without asking the guest. copies must be handed over to the runners to follow up the orders.T. copy of a food order is to be kept on the station until the full order is served.O. The Green K.Oriental Hospitality Consultants – OrientalHospitality.s are in three copies The following must be filled in a K. ( CAPTAIN’S ORDER ) JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Ensure KOT filled is legible and with clear instructions for runner and cashier to carry out their duties   K. as you will be able to recommend a starter too.T. the Yellow K. All Yellow K.O.T.T. The order must be repeated before you leave the table.18 DEPARTMENT : Restaurant TASK: K.O. The items must be written as per the abbreviations.

Cleanliness of kitchen. Daily double and triple check of mice en place. Different dishes for one table should arrive on the same time APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Signature: Date: . Good preparation for the A`la carte service is essential For the satisfaction of the guests. Speed and Quality is rule number one. Availability of ingredients most important. Arrangement of food items to be checked On color and shape harmony 13. 5. 11. 16. Special request should be followed up at all times. 2. 8. Egg dishes never in contact with metal 12. 3. 14. 1.19 TASK: A’la Carte & Room Service EQUIPMENT NEEDED: HOW TO DO IT WHY Guests will choose from the a`la carte menu Which can include specials of the day. equipment and personal hygiene Very important. PREPARED BY: Position: Plates should never be overloaded. Communication between kitchen and service Essential. Deep-fried dishes should never be covered With sauce 15. 9. 7. 6. TASK #: 6. mice en place and Utensils. Flexibility of all Chefs is priority. All garnish should be edible. 4. 10. Good mice en place is half the service!! Complaints to be handled immediately.com Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To get familiar with the a`la Carte service in the hotel. Hot food hot – Cold food cold.Oriental Hospitality Consultants – OrientalHospitality.

especially In regards of beverage and special set up‟s. Only the best ingredients available will be served and offered on such occasions. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . Room service is normally operating 24 hours A day.19 TASK: A’ la Carte & Room Service EQUIPMENT NEEDED: HOW TO DO IT WHY To learn about room service Its operation and role for the Kitchen department. All food order have to be served in 20 minutes time. Quality and speed is rule number one.com Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 6. For VIP guests.Oriental Hospitality Consultants – OrientalHospitality.All day dining . changing several times Throughout the day. The room service is an important part of F&B and the business and possibilities should not to Be underestimated. A proper functioning room service is a good Money maker and if people feel comfortable They will order in big amounts.Breakfast Menu/door knob menu . Proper check for mice en place at all times. Divided into different sections as . special action plan and set up‟s Will be arranged. The room service menu is usually prepared By the coffee shop kitchen which is in operation 24 hours. Which is passed on to the coffee shop chef.Late night menu The room service manager/assistant will receive the call from the guest and takes the order. Especially for the night shift by the night chef Has to be conducted on a daily basis. .

After every guest departure. To be explained and find clear indications Of the contents of the dishes. To be assisted whenever required.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO  Door knob menu for breakfast and in-room dining   TASK #: 6. Additional doorknob menus are available at the front desk Or concierge. Guest contact and front desk staff should make late arrivals Aware of the Room Service range and menu location when they register. Provide doorknob menu for breakfast on the pillow at Turndown.      To be given a good variety and appetizing selection. Replace if soiled.20 TASK: Breakfast & Door Knob Menu EQUIPMENT NEEDED: HOW TO DO IT   WHY Menu should be clean and presentable ( not dog eared ) And updated doorknob in room.Oriental Hospitality Consultants – OrientalHospitality. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . Housekeeping should check to make sure that the room service breakfast doorknob menu is Still clean. Do not ask for a second signature on delivery.

entertainment and Information for promotions. American. TASK #: 6. Décor. Breakfast buffets are very popular as breakfast is the most important meal of the day with a big Selection of .cold and hot appetizers .fish and seafood . Japanese. Italian. French.cereals . Thai. They provide with the seasonal change a Variation and with special decoration and display Give a good opportunity for the guests to try different cuisines and ethnic foods Chinese.breads and pastries .com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To get familiar with the different buffets and promotions held in the Hotel. Caribbean PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: .salad bar with dressings and condiments Promotion buffets are to promote special holidays.meat.21 TASK: Restaurant Buffets. Swiss.fruits and fruit juices .egg dishes a`la minute .hot western and asian dishes Lunch and dinner buffets will include . national days and celebrations Usually with entertainment and dance shows As folklore.bread and dessert section .soups . Promotions EQUIPMENT NEEDED: HOW TO DO IT WHY Cold and hot buffets should Be a good combination of fresh quality food products.fresh vegetables . Mexican. poultry and game dishes .Oriental Hospitality Consultants – OrientalHospitality.carving section .cold cuts and cheese . events. Vietnamese. Buffets are usually for self service and include A`la minute cooking on various stations and carving trolleys. German.

3 vegetables which may include noodles . mousses Cheese selection minimum of 4-6 cheese Bread basket minimum of 5 kind Buffet menu selections should rotate on a regular basis Buffet items should change with the season Hot buffet items should change daily There should be no “bain-marie usage” No dish should be less than 30% full before being refilled Buffet presentations should be imaginative. table linen clean at all times A bilingual chef should be present at all times Gusts should be made aware of dishes containing ingredients that might cause allergies                    PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . But not limited to: Salad bar with 6-8 salad. When within the buffet vicinity. fresh fruit. seafood Hot dishes minimum of 4 main courses. assist the guest with the serving. potatoes & rice. Whenever possible. Always remove dishes and silverware between courses.Oriental Hospitality Consultants – OrientalHospitality. offer your assistance in selecting the food from the buffet on the guest behalf. which complement their appearance and help keep hot foods without overcooking or drying and cold foods cold Each buffet should be decorated with show pieces. Lunch & dinner buffets should include a selection of . vegetable items 4-6 dressing Appetizers with 3-4 cold meats. Dessert buffet minimum of 4 cakes.22 TASK: Buffet EQUIPMENT NEEDED: HOW TO DO IT   WHY To be given a good variety and appetizing selection. pate/terrines.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO  Assist guest with their seating and explain Buffet service and Dishes on offer. 2-3 pastries. simple décor and flowers. Fruit salad.  TASK #: 6. To be explained and find clear indications Of the contents of the dishes. ( no foam or plastic to be used ) There should always be enough buffet attendants to assist at the buffet and restaurant tables All buffet tables should be identified with attractive easy-toread labels on or near service containers in English & Thai Hot and cold plates as well as silver serving cutlery should always be available in sufficient quantities Do not use skirting if possible. visually appealing abundant to the point of lavishness All foods should be presented in containers. To be assisted whenever required. Remain attentive to guest‟s needs during the meal by regularly passing through the Tables.

Function sheets checked daily and mice en place Double checked. Chefs attending the buffet have to be absolute clean uniform and have a proper personal appearance Refill is very important and Chefs working at the buffet have to be on the spot.Cold buffet . clearing. TASK #: 6.Coffee break .Cocktail party . with 50% of the revenue coming from this Section throughout the year. Check list for outside catering to be prepared Inspection on site prior to the event. photos and action plan to be set up Decoration for promotion buffets to be set up The night before PREPARED BY: APPROVED BY: Stefan Schmid .Outside Catering Set up of buffets should be finished at least 30 minutes of official starting date Decoration should be suitable and interesting Plates.23 TASK: Banquet & Catering EQUIPMENT NEEDED: HOW TO DO IT WHY Proper planning. Polite service for the guests at all times - For VIP arrangements meeting will be contacted.Hot buffet . Planning and arrangement. Drawings.High tea .Set Lunch. Set dinner . Banquet and catering plays A mayor role in the F&B Department. ) .Breakfast buffet .Brunch . set-up. boards and food containers should Be placed high and on different levels.Oriental Hospitality Consultants – OrientalHospitality.Special buffets ( October fest. Banquet Types: . Service.Combination buffet cold/hot . meeting and Site inspection with all details on the event order for all Banquet parties is essential for A smooth running and execution of these important Events. international. Samples to be prepared for set dinners.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To get familiar with banquet And catering production.

private rooms.Cocktails & Menus EQUIPMENT NEEDED: HOW TO DO IT WHY To learn about different Cocktail set ups and events Cocktail parties are arranged in the assigned Ballroom . Cocktail parties reflect the skills know how of the catering and kitchen department and is a good opportunity for PR and celebrations A festive arrangement through the catering manager and decoration is displayed which has been selected by the customer. function rooms.com Position: Signature: Position: Director of Date: Food & Beverage Signature: Date: Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 6.24 TASK: Banquet . dance and wedding cake ceremony PREPARED BY: APPROVED BY: Stefan Schmid .Oriental Hospitality Consultants – OrientalHospitality. guest Rooms or for outside caterings. It is arranged with different stations as : cold canapes hot canapes sweet and dessert section carving trolley and section a`la minute preparations display as ice and fruit carving stage set up for musician.

dance and wedding cake ceremony Cocktail parties reflect the skills know how of the catering and kitchen department and is a good opportunity for PR and celebrations  A set menu is prepared according to the event order issued at the catering office. private rooms.24 TASK: Banquet -Cocktails.holidays A set menu can be prepared from 5 to 5000 People and good coordination is necessary Between the different kitchen sections. function rooms. Menus EQUIPMENT NEEDED: HOW TO DO IT WHY  Cocktail parties are arranged in the assigned Ballroom .anniversaries .Oriental Hospitality Consultants – OrientalHospitality. It is arranged with different stations as : cold canapes hot canapes sweet and dessert section carving trolley and section a`la minute preparations display as ice and fruit carving stage set up for musician. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . It can be arranged either in house or for an Outside catering. guest Rooms or for outside caterings. Menu selection are available for different Occasions as .conventions .national days . events And menus TASK #: 6.weddings . A festive arrangement through the catering manager and decoration is displayed which has been selected by the customer.com Position: Signature: Position: Director of Date: Food & Beverage Signature: Date: Page 2 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To learn about different Cocktail set ups.

accurate and logical way. covers and average check for the coming year Fill in the areas in the system and save them Comment  Include a written justification of figures in your comments PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . Complete the form   Use previous data to calculate and estimate revenue.25 TASK: Prepare Budget / Forecast EQUIPMENT NEEDED: HOW TO DO IT WHY Knowledge of the forecast form which is in the system Know where to get information which is required to complete Budgeting and forecasting must be handled in an efficient.Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO   TASK #: 6.

follow-up with housekeeping And cleaning schedules. specialty beer. To improve overall service quality and revenue targets.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 6. Information & updated regarding daily specials & menu changes.  Scheduling and adjustments on the various stations as necessary including follow-up and corrections needed on pending issues. cocktails of the day. loosing face. proper guidance and detailed Information.  Mice en place. the service staff will be more motivated. Proper motivated and guided staff will contribute more and more conscious to guest service and satisfaction. And thus perform with More self confidence And enjoyment of guest service. Goals which have been achieved should be awarded through small gifts/give-aways and or nominations to employee of the month     Praise should always be openly Prevent staff from Critic & admonishment only in private and behind closed doors.Oriental Hospitality Consultants – OrientalHospitality. gain pride.  Follow-up on cleaning standards.  Introduction of new staff members and hotel/company news.26 DEPARTMENT : Restaurant TASK: Daily Outlet Briefing JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO HOW TO DO IT DO Daily Service Briefing  One hour before opening the outlet.) Staff should be able to perform a professional Guest service contact with proper sales and up-selling techniques.  Ideas for improvements of staff should be considered      Information concerning new guest and VIP arrivals and their Expectations referring to guest card index and history. the restaurant manager or his/her assistant will brief the staff about the events from the previous day including following up on outstanding matters. social and family events to be mentioned Page 1 of 1 WHY Through praise. beverage/bar. wine. Special sales promotion of beverage ( spirits. Good understanding and team work to be promoted between the various departments like kitchen. . cigars etc. Priorities and special treatment to be highlighted. Staff birthday. engineering. including praise for staff of positive guest comments. To keep high established standards according to company policies and procedures The aim should be to keep Moral high and establish good understanding of Team effort The meeting should be held Without any interruptions & should last about 20min According to business. stewarding housekeeping. Information about daily and month-to-date revenue of the outlet And department A motto of the day should be issued and can be changed on a daily basis as well be suggested by the staff. stock check and equipment control. Daily reservation and reserved seating areas to be mentioned. Praise & correction issues    A kind of competition could be established between the different Stations.

lunch / dinner What to brief them about  Occupancy  Arrivals / Departures  Lunch menu / dinner menu / fixed menu  Who will be working which station  Hotel events. 27 TASK: Briefing Guide EQUIPMENT NEEDED: HOW TO DO IT WHY Meet in outlet as per schedule. incidents or recommendations  Any advice for the forthcoming service  Any important communications When to brief  Ideally immediately prior to opening restaurant. particular guest request  Any special remarks concerning previous service. what is happening in the other outlets and what time  Special guest notifications. really  To keep staff motivated  To show staff that you are interested in their well being PREPARED BY: Position: Signature: APPROVED BY: Position: Director of Stefan Schmid Signature: .com PREPARED BY: APPROVED BY: Position: Signature: Date: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 6. though this can sometimes be a problem. Pending matters and complaints to be followed up On immediately Why brief ?  To keep the staff informed about the hotel  To keep the staff informed about the guests  To be in contact with the staff  To alert the staff to weak areas in their domain  To help staff address the weaknesses  To help improve service delivery  To listen to what the staff have to say. DOH is recommended at both 1000Hrs and 1600Hrs. sometimes they know better.  Pick a quiet moment. special diet.Oriental Hospitality Consultants – OrientalHospitality. birthday.

   Insure all important information to mention in your daily briefing Make sure all necessary pending matters are executed and followed upon Report of all matters regarding to your outlet.28 TASK: Attendance Of Daily F&B Briefing EQUIPMENT NEEDED: HOW TO DO IT WHY Pending matters and complaints to be followed up On immediately Meeting is held daily at … a. equipment matters And staff update info PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . F&B Manager will inform daily occurrences Make a note of any special information Note any VIPs in house.com Date: Food & Beverage Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Meet in F&B Office punctually on Scheduled date and time      TASK #: 6. Note any information regarding occupancy and special requests.m.Oriental Hospitality Consultants – OrientalHospitality. positive comments by guests. complaints.

PREPARED BY: APPROVED BY: Stefan Schmid .com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Cashiering  TASK #: 6. float keys and bar keys are handed over to the security office. The restaurant area is completely cleaned The room is completely cleaned Garbage is disposed of Stock order Make sure that the stock requisition sheet is filled and accurate Lighting Power  Make sure that all the lights and power supplies are switched off Make sure all the access to the Restaurant / Lounge and alcoholic storage spaces are properly locked. Locking Up  Security  Make sure the cash float.29 TASK: Closing Procedures EQUIPMENT NEEDED: HOW TO DO IT WHY Make sure that all necessary closing standards & procedures and restaurant mice en place is ready for the next day‟s operation Make sure all the cashiering procedures are completed  Cash float  Room Charge  Credit Card settlement  Logbook written in Cleaning      Make sure all the equipment are properly cleaned and stored away.Oriental Hospitality Consultants – OrientalHospitality.

com Position: Signature: Position: Director of Date: Food & Beverage Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Handle tips on bill    TASK #: 6.30 TASK: Distribute Incentives / Tips EQUIPMENT NEEDED: HOW TO DO IT WHY The Accounts department calculates the amount. Memorandum should be collected from Head Cashier Manager must get the amount of tips on bills and divide by points system to each staff concerned including kitchen staff and stewarding All cash tips are distributed accurately to all staff on schedule Collect and distribute cash tips  Cash tips are individually owned .Oriental Hospitality Consultants – OrientalHospitality.

31 DEPARTMENT : Room Service TASK: First Aid Box JOB TITLE: All Room Service Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT  Inspect Issue requisition  Report to the hotel nurse of any replenishing required One assigned staff should check the first aid box once a week or when required to ensure it is well stocked WHY All first aid items must be fully stocked. based on requirement list.com PREPARED BY: APPROVED BY: Position: Signature: Date: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 6.Oriental Hospitality Consultants – OrientalHospitality. Replenish first aid box   Keep the box in the office (accessible place) after replenishment Items to be refilled by nurse .

Oriental Hospitality Consultants – OrientalHospitality.com PREPARED BY: Position: Stefan Schmid Signature: Date: APPROVED BY: Position: Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 5.32 TASK: Side Station Set-up EQUIPMENT NEEDED: HOW TO DO IT WHY .

com COFFEE / TEA CUPS SAUCERS CUTLERY TRAY SUGAR SETS TOOTH PICKS STRAWS WATER GOBLETS COASTERS NAPKINS ASH TRAYS PREPARED BY: Position: Stefan Schmid Signature: Date: APPROVED BY: Position: Signature: Date: Page 1 of 2 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant Chinese JOB TITLE: All Restaurant Staff WHAT TO DO TASK #: 5.Oriental Hospitality Consultants – OrientalHospitality.33 TASK: Station Set-Up EQUIPMENT NEEDED: HOW TO DO IT WHY .

Oriental Hospitality Consultants – OrientalHospitality.33 TASK: Station Set-up EQUIPMENT NEEDED: .com                      Soy sauce . clam sauce Vinegar . carving knife and fork Lemon squeezers. Wasabi Refill tea leaves Salt and pepper shakers Chili julienne Freshly squeezed lemon juice Serving gears and serving ladles Sufficient busing trays and under-liners Take away containers / boxes / sauce containers Shopping bags Ribbons and scissors Chinese wine mix for flambé prawns Hammer for beggar chicken Cake knife . cassette stoves Fold and fragrance the face towels. mustard Chili / chili bean sauce. L & P sauce. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 2 of 2 Standard Operating Procedure FOOD & BEVERAGE DEPARTMENT : Restaurant Chinese JOB TITLE: All Restaurant Staff TASK #: 5. oyster sauce . finger bowls Plate covers in various sizes . and put them in the warmer and cooler Gloves and cleaning towels Ensure the cleanliness of the equipments and chinaware to be used Plastic chopping board and knife To guarantee the best service Possible for all guests at all times.

Tea cups Tea saucers Dinner knifes and forks Dessert forks and spoons Serving spoons Serving gears Chopsticks rests Chopsticks Chinaware spoons Bone plates Small bowls Soya sauce dishes Tea spoons Straws Napkins Table clothes in various sizes Matches Toothpicks Captain's order Clip boards Menus Waiter's towels PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff TASK #: 6.34 TASK: Pool Service – Duties Of Pool Boy EQUIPMENT NEEDED: .Oriental Hospitality Consultants – OrientalHospitality.com WHAT TO DO HOW TO DO IT                       WHY To guarantee the best service Possible for all guests at all times.

Beverages will be served on a coaster on to the tray fixed on to the side of the pool bed.35 TASK: Menu Types.  Pick up the sun lotions from the service bar and place it next to the guests.Oriental Hospitality Consultants – OrientalHospitality.  Service of all food should be done on the small In-Villa dining rectangular trays with the cutlery set on either side of the plate so that the guest can consume the food while the plate is on the tray itself. Engineering department to deep clean the pool each morning by 8. pool boy should help remove it and should place on the bed folded. PREPARED BY: Stefan Schmid APPROVED BY: Position: Signature: Date: Position: Signature: Date: WHY Page 1 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant TASK #: 6.  Pool boy should inspect the pool for its cleanliness and pick up any dirt or leaves that may have fallen in to the pool.  Offer to clean the sun glasses of the guest by approaching with a glass cloth and a spray cleaners on a wooden tray.  Inquire from the guest whether he/she would like to have a look at the menu and if so offer the bar menu to the guest.  Towels must be unfolded and laid out.com WHAT TO DO HOW TO DO IT  Pool boy should ensure that all pool beds are arranged nicely in order with towels and by the umbrellas by 9.00 AM.  A fresh cold towel to be picked up from the service bar and to be presented  The guest is first offered an drink or the snack menu  Fresh fruit smoothies will be provided to all guests complimentary. NOTE: Pool boy will only to remove any floating debris from the water. DND sign should be shown to the guest and explained about it.  Guests must be greeted by name if previously know to pool boy .  Cold towels along with a smoothie or a wood apple sorbet to be served alternatively every half an hour. Breakfast .  If the guest is wearing a robe.00 AM daily.  Pool boy to ensure that the umbrellas are moved from time to time to ensure that the beds are always under the shade.

.Type of hotel/property .Up-to-date nutrition facts A menu is set up of dishes. ingredient.Correct spelling whereby the various food .Knowledge of menu Appetizer Appetizer. Successful: . calculation Bear.Wishes and expectations of the guests “menu”: .35 .True declaration items should be balanced .Knowledge of Should not be used. cold Writing and spelling WHY Proper knowledge of menu Arrangement is the key issue For a successful F&B operation and satisfied guests Soup Main course Dessert Coffee or tea Soup Appetizer. Basic Rules for successful menu arrangement: . like turtle meat. Menus have to be changed on regular basis The menu is usually sold And revised according to the sales analysis. decoration Preparation and seasonal Availability. rules and Regulations. . hot or fish Sherbet Main course Dessert Coffee or Tea Pralines APPROVED BY: PREPARED BY: Position: Signature: Date: Stefan Schmid Signature: Date: Page 2 of 3 Position: Director of Food & Beverage STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 6.Proper calculation .Knowledge of Menu sections 1: Menu sections 2: Nourishment. Some rules have changed and it is quite common To make menu planning To mix western and oriental dishes in one menu.Oriental Hospitality Consultants – OrientalHospitality. preparation. According to ingredients.No repetition of color. tigers etc. With a fixed price.Proper recipes .Market survey and analysis .com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT To learn about the mechanics Of menu planning.Knowledge of Menus should be offered according to the market ingredients And guest expectations and wishes. . nutrition .Knowledge of preparation Certain products which include protected animals . dolphins.Season and climate Definition of the word .

and should be served as fast as possible. usually in hospitals and recreation centers Employee’s Menu: Staff have the right for proper and nutritious menus. music. Brunch: Usually a mix of breakfast and lunch. nice room decoration. colourful & fancy plates to be used Vegetarian menu: According to the season. starting From 11. easy to eat. entertainment. Breakfast JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO HOW TO DO IT DO WHY Breakfast: Most important meal of the day. . Room Service Breakfast: religion and Should be served within 20 minutes.8 courses. as people get back to work. a`la carte or buffet. menu can be printed on paper with colorful decoration in kid‟s Manner with possibility of painting.00 AM – 3. sometimes served during meetings. Chef needs special diploma.Oriental Breakfast the occasion.35 . very popular in Asia and Europe and America. Business Lunch: 3-4 courses.. with candle light Comfortabl surroundings. a`la minute A menu preparation.Japanese Breakfast Season.00 PM Lunch: Usually a 3 course meal.Oriental Hospitality Consultants – OrientalHospitality. with all vegetarian Ingredients. light ingredients. Diet Menu: According to the prescribed diet by the doctor. special table decoration Children’s Menu: Should be in smaller portions. should be .American Breakfast According to . can be outstanding and expensive ingredients. nice set up and décor Quick Lunch: Fast preparation and reasonable price Gala Menu: Something special.com DEPARTMENT : Restaurant TASK: Menu Types. it keeps the morale high and motivates on a daily basis PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Director of Food & Beverage Signature: Date: Page 3 of 3 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 6. with lot of choice. Dinner: Can be from 3 – 7.Continental Breakfast tailored . choosen guest From the door knob / room service menu Expectations.

sausages and main Course.com DEPARTMENT : Restaurant TASK: Menu Types.00 – 2. Chefs attending the buffet have to be well mannered. Coordination with stewarding very important for Equipment set up and heating fuel.30 . Set up has to be easy accessible. Courtesy for the guest and a helpful hand at all time. Lots of cooking stations. hot appetizer and Main courses. The chef‟s corner will be used to prepare egg and Hot dishes a`la minute Breakfast Buffet: Wide variety on cold and hot items Cold platters. usually with music and entertainment. Breakfast JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT To understand the mechanics Of the breakfast buffet. juices. Breakfast dishes will be changed on regular basis For all sections. clean hair cut and proper uniform. champagne. ice cream counter WHY PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1. egg corner. The Breakfast Buffet is served from 6. menu And set up.36 . Mice en place will be done by the morning shift the day before and final preparation by night chef For hot dishes as bacon.Oriental Hospitality Consultants – OrientalHospitality.00 AM – 10. games. salads. with nice decoration and prepared service area. cereals Brunch: A combination of breakfast and lunch buffet Starting from 11. Asian section Hot buffet.30 PM daily. fruit section. Cold food cold and hot food hot. carving trolley. The buffet has to be constantly checked For refill and mice en place. ham. pastries Dairy products.

All staff must be aware the various types and sizes of the operating equipments. Proper set up and arrangement for the work flow and sorting in dish washing area is needed 2.com DEPARTMENT : Restaurant TASK: Handling Operating Equipment JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 1. their unit costs. Proper containers and racks for individual equipments for sorting and storage are needed to be placed in proper location 3. reason of breaking. A container to keep all broken equipments for record 7. All breakages must be recorded weekly. the location where the equipment broke. name of items. The manager to follow up on the reasons of the breakage to find ways to solve the problem To guarantee the best service Possible for all guests at all times.Oriental Hospitality Consultants – OrientalHospitality. All staff must know the proper procedures for handling. by whom 6. the containers and / or the racks for individual needs 4. the storage location. their usages.37 . unit cost. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1. sorting and storage of operating equipments 5.

number of person.Oriental Hospitality Consultants – OrientalHospitality. 2. service sequence… etc are correctly input before sending out the order.com DEPARTMENT : Restaurant Chinese TASK: Point Of Sales System JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY To guarantee the 1. The service associate takes the order from the guest as per the best service Possible for all order taking procedure as stated guests at all Times. table number. portion sizes. the server's copy should be printed out and to be kept in a folder clip placed on the guest table. and ensure that the all details such as: items. The service associate to go to the POS station to key in what the orders the guests placed. service station or the service cart next to the table PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE .

“Chicken Stroganoff is strips of soft breast of chicken cooked in wine flavoured brown sauce.Oriental Hospitality Consultants – OrientalHospitality. This is done by making the proposition attractive. A guest feels special and may visit your restaurant just because he is know to the management and feels wanted. “Our Chefs Fish Portugaise is the talk of the town”. present a rose to the lady guests in the group from the management.01 DEPARTMENT : Restaurant TASK: Up-selling JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO A. give clean and efficient service.” “Why don‟t you try the Chefs special Steack au Poivre. and if possible. This little gesture will bring them back again. if attractively done. If flowers are easily available.g. hors d‟oeuvres in the restaurant. Wine sales must be rushed to the maximum Suggest the appropriate wine with each dish. A guest demands this if he is to come back again. Food prepared in the restaurant (gueridon) lends an aroma to the environment that stimulates appetites. E. cheese. can motivate a guest to order them. “I would recommend the Lobster Thermidor today. Here are some approaches. The matter on these cards could either promote another outlet in the hotel or promote a speciality of the restaurant. J. The lobsters are freshly caught and are very succulent. Try remembering names of guests. Display of wines. Wines are expensive and thus. Above all. B. Place tent cards or small display material on tables. C. F. When a guest leaves the restaurant it is important to invite him to visit your establishment again. H. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Director of Food & Beverage Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE . e. WHY G. A statement like: “The Chef has conveyed that he has kept aside for you a juicy portion of your porkchops today”. “Have your after dinner liqueur at Maddok Bar on the first floor”. Whenever explaining a dish (in the menu) conjure up a delightful picture to the guest. of irregular guests also. garnished with fresh cream and mushrooms and served with steaming Indian pillauf” D. K.” “Our restaurant is famous for its Chateaubriand for two”. Propose the expensive food items on the menu first. I.com FOOD & BEVERAGE TASK #: 7. “Shrimp Cocktail is made of succulent shrimps on a bed of crisp lettuce and topped with tangy cocktail sauce”. earn more revenue for the restaurant. Try remembering the favourite dishes of regular guests.

Send back flowers to Housekeeping or store in a cool place so as to re-use them. . .Stop wastage. .Linen is expensive. . Return the same to the kitchen. . display cabinet lights. .Oriental Hospitality Consultants – OrientalHospitality. Don‟t hesitate to clarify doubts.Tea and coffee should be served according to portions.Check upon the number of portions. table lamps. . Switch off gas burners of flambé trolley when not in use. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.Handle service equipment with care.Cancel food or beverage orders as soon as possible so as to avoid wastage (in case of cancellation or duplication). Do not misuse them by using them as duster cloths. Always use waiters‟ dusters for cleaning purposes.Crockery and cutlery is expensive.Carry food carefully. Here are some tips to ensure this: . . return extra portion to the kitchen.com FOOD & BEVERAGE TASK #: 7. . .Try not to take orders wrong. WHY To guarantee the best Possible service for all guests at all Times. gas burners when the restaurant closes. Switch off equipment like hot case. . . chilling machine.03 .Order pads should not be used for rough work.02 DEPARTMENT : Restaurant TASK: Cost Reducing Methods JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO Cost reduction is one way of increasing profitability.Never forget to make checks for whatever is served. size of portions and if found excess.Be hawk-eyed for staff pilfering food. .Left over butter and milk can be utilized in the kitchen again.Send timely maintenance orders. Do not mishandle them. . A spillage could spoil the carpet plus waste that portion of food.

so (c) System of control absent/ in efficient punish him.1 Why Indiscipline WHY To guarantee the best Possible service for all guests at all Times. Don‟t kill adventurism but give him challenging jobs with risks.1. (a) Unavoidable circumstances Sometimes there is a crucial element like sickness or pressing demands-this should be excused provided this not too regular. This is because the temptations a hotel are many. 1. where grooming and physical conduct play a role. (k) Willful motives Penalize him heavily. (e) To attract attention If positive. Set an example by being self-discipline yourself. Given below. while on the right side the suitable action is suggested.1.1. Tell them the benefits of self-discipline and how it can achieve promotions. Persist in repearing house rules and standing instructions to the staff. honesty and perseverance. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Director of Food & Beverage Signature: Date: Page 1 of 1 STANDARD OPERATING PROCEDURE .1. Give him attention. Councel him. Ensure that he has (d) Ignorance of rules had an opportunity to be conversant with the rules before punishing him.Oriental Hospitality Consultants – OrientalHospitality. A fault committed must be checked at once. sit with him and (f) Does not accept the system understand his reasons for (g) Rebel rebellion. Remember a bad apple can spoil the bunch. which demands sincerity.1. (b) Adventurism Improve upon the control system and seal loopholes. Punish. Motivate him out of rebellion. Discipline is of two types-physical. and mental. Ignorance of rules is a crime.1.com DEPARTMENT : Restaurant TASK: Discipline JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO Discipline is the hallmark of a good hotelier. (h) Affiliation with negative groups Win over the group leader who (i) Bad habits subsequently will influence the (j) Short cutting systems group to be positive.1.1 Action 28. Here are some tips to prevent indiscipline. Cultivate good habits. on the left are the reasons for indiscipline.1. Never be overfriendly with the staff. Always reprimand in privacy.

Name plate. if used. Correct anyone who was observed to have committed faults in services when the restaurant was open last.I. Important functions. etc. to ensure that staff has adequate knowledge. 7. 13. 9. inspect them personally. Check turn-out of staff. Management policies.Omissions or additions to the menu.g. PREPARED BY: APPROVED BY: Stefan Schmid Position: Signature: Date: Position: Director of Food & Beverage Page 1 of 1 Signature: Date: WHY To guarantee the best Possible service for all guests at all Times. Questioning: Ask questions regarding service. for the restaurant. Du jour items. cutlery cleaning. 2. butter and rolls. Uniform clean and well pressed. Groups staying in the hotel. . In the case of a restaurant where buffet layout is made for lunch allocate staff who are off-time next day to stay back and do the set-up. Ask for and solve problems faced by staff on their job. Ball pen with a small scribbling pad. Finally ask the staff to make a final check of their station and tables. water. Price increase. Use briefing time to train staff. Be absolutely punctual: Preferably half an hour before the restaurant opens. 10. 5. Motivation of staff is important for efficient and smooth running of the restaurant. 15. Nail cut.Oriental Hospitality Consultants – OrientalHospitality. It sets a plan of action and check for the shift. menu. Allot job responsibilities. Allot duties for doing mise-en-place for the next day. V.B. Bottle opener/can openers. e. Give special instructions like: Not available items. 4.com FOOD & BEVERAGE TASK #: 7.04 DEPARTMENT : Restaurant TASK: Team Briefing JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHA HOW TO DO IT T TO DO Briefing is an important tool in the hands of the Restaurant Supervisor. cocktails. Listen and ask for suggestions to increase efficiency. 11. 3. linen exchange. wines. 14.. 1. 8. Give the staff pep talks from time to time to boost up morale. guests expected in the restaurant. See that they are carrying the following items: Waiter Cloth. Handkerchief. How effectively this period of briefing is utilized is the marke of a good supervisor. 12. Be impeccably groomed: Shoes polished. Take attendance and find out reasons for absenteeism.

Training removes the anxiety of workers about their workplace. In balanced training it is important to develop knowledge. 5.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7. practice and on-the-job training.05 DEPARTMENT : Restaurant TASK: Training Your Team JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO Training is the process of changing a given behaviour to a desired behaviour. Training helps the management have a well co-ordinate team. WHY To guarantee the best Possible service for all guests at all Times. counseling and advice. Training costs money. 4. All along ensure physical and mental discipline. That desired behavior is the excellence in performance wanted of your team in a restaurant. reading material. Knowledge can be imparted through lectures. the restaurant supervisor‟s personal example. APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: 1. 3. Why is training important? Training manpower is not easily available in the market. 5. time and effort. Keep the poor workers as understudies to good ones. 2.Oriental Hospitality Consultants – OrientalHospitality. 6. Make spot checks to ascertain whether systems and procedures are cloth. During briefing take two or three items from the menu and explain them daily. thus presenting the possibility of better assignments and better pay packets. Training helps to equip a person to do a job in the shortest possible time. Training connotes self-development to staff. PREPARED BY: Position: Signature: Date: Take half-an-hour off between shifts each day and explain to staff the lessons in Part I of this manual. etc. A simple blueprint to train your staff in the restaurant: 1. Training condenses the experiences that other have gained over several years. 7. 4. skill and attitude. Skills are developed through demonstration. while attitude is developed through rules and regulations. films. Page 1 of 1 . 6. 3. 2. Repeat rules and regulations and ensure they are understood.

Supervisors get the maximum and Trainee waiter the minimum. This amount is entered in the register and the signature of the recipients obtained. which is followed most widely.Oriental Hospitality Consultants – OrientalHospitality. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 . The practice.06 DEPARTMENT : Restaurant TASK: Tip Distribution JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO One of the systems for collections of tips is keep what one receive. At the end of the week this figure is multiplied by the total number of points each person has and the money is distributed. is the „pooling system‟ as under: - WHY To guarantee the best Possible The captain ensure that all the money received as tips is collected at each service station in a box. The tips are distributed according to „points‟. for all The entire amount is counted by him and entered into the „tip register‟ after guests at the restaurant closes. which all the staff members have. Each staff member is given a fixed number of points depending upon his seniority. all Times.e. The total money received during the week is divided by the total number of the points. It is the duty of the Restaurant Supervisor to see that distribution is honest and just. i.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.

should be granted as far as possible without affecting operations. Mon Day s Na me Mr. whenever necessary. Off-days should be evenly distributed throughout the week with the same number of persons off each day. F Mr. It must be duly authorized by the Restaurant Manager. Staff must be rotated through all the shifts. Overlapping. Thus maximum and most efficient staff must be working during peak and rush hours. G Tues Wed Thurs Fri Sat Sun WHY To guarantee the best Possible service for all guests at all Times. C Mr.24). D Mr.Oriental Hospitality Consultants – OrientalHospitality. shifts. Equal number of persons must be present on each shift as far as possible so as to facilitate proper rotation. E Mr. should be done during peak hours.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.       OFF      OF F     O F F    OFF   OFF  OF F OFF                      Fig. except on days of rush (see Fig.07 DEPARTMENT : Restaurant TASK: Staff Scheduling JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO The schedule should be prepared at least 2-3 days before it becomes effective. weekly or fortnightly as the case may be so as to be impartial to all. B Mr. Any special requests for off-days. A Mr. Staff distribution must be optimal. 24: Staff Scheduling Chart PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: Page 1 of 1 .

3. 5. Set an appraisal interview in a relaxed atmosphere and open to free exchange of views. A good appraisal would bring to light these two aspects. 8. 4. Such a system is future-oriented and gives a correct picture as to what potential an individual shows in terms of performance. PREPARED BY: Position: Signature: Date: Set standards of performance. Strictly concentrate on the subordinate’s performance and not his personality. otherwise quality of performance will be overlooked.08 DEPARTMENT : Restaurant TASK: Performance Appraisal JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO The purpose of performance appraisal is to ascertain an individual‟s present and future value to the organization. 6.Oriental Hospitality Consultants – OrientalHospitality. This would mean setting objectives and targets mutually at the beginning of a performance period and assessing whether they have been achieved at the end of it. The main fear in handling performance appraisal is the element of subjectivity.Objectives and targets should be realistic. Approach the system as one that helps in developing an individual and not destroying his personality. 9. His present value is assessed by his past performance while his future value is determined by his present potential. Set objectives and targets in conjunction with subordinates. Help the subordinate to identify his weaknesses and develop an action plan to overcome them. Here are the things that a supervisor must start to do: 1. 2. APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: WHY To guarantee the best Possible service for all guests at all Times. 7. It also binds the superior and subordinate to act as a team to achieve targets.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7. Show the subordinate the path to future growth. The actual appraisal becomes less difficult and as appraisal interview helps in bringing about a health exchange of ideas. In order to avoid subjectivity. Give subordinates an opportunity to explain themselves. Review mid-way how a person is doing and tell him freely his short-comings. Setting standards of performance is also implicit in the system. Page 1 of 1 . If an appraisee cannot achieve the stated objectives and targets. the best approach would be to appraise performance and not personality. the appraisal system should encourage methods by which individual deficiencies can be met through training and development.

The allocation of Waiters. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: .The person assigned to the bar must have a good experience and knowledge of beverages.Different station must be assigned to the staff on a rotation basis. A standard formula is given below though it may change according to the type of service: One Supervisor per station.com STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.Oriental Hospitality Consultants – OrientalHospitality. One Waiter per 20 covers. all Times. and Restaurant Supervisors. . Possible clearance. cleaning.A Waiter must be assigned to the various trolleys on a daily basis. One or more Assistant Waiters per station.Duties like linen exchange. wiping glasses. for all guests at . . must be assigned on a weekly or fortnightly basis.Duties must be rotated once every week to prevent monotony. For example.Each station must have a uniform number of staff members: Assistant Waiters. Supervisors to a station must be on the basis of the number covers it contains. Waiters. . food service pick-up and other similar duties. . Assistant Waiters. an guarantee Assistant Waiter the best should be rotated through various duties like bussing.09 DEPARTMENT : Restaurant TASK: Assignment Of Duties JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO WHY To . store requisition. .

Prolonged absenteeism and periodic late-coming should be dealt with severely. taking into consideration the local labour laws. which has all the names together and is used only to mark a person Possible absent or present. Two registers are generally maintained: WHY To guarantee the best (a) One. service (b) A register. The Restaurant Manager should be made aware of late-comers and absentees to take necessary action. Any changes made should be counter-signed. This has to be all Times. Any person who reports late should be marked late and the records must be sent to the Personnel Department for necessary action like deduction from salary.Oriental Hospitality Consultants – OrientalHospitality. Staff should be made to realize that coming to their job on time is of great importance.10 DEPARTMENT : Restaurant TASK: Attendance JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO Must be taken daily and shiftwise.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7. which devotes one page to each person and shows the number of for all hours worked guests at and the days off. This is presented to the labour authorities. Use a pen and ensure that there is no over-writing to avoid malpractices. filled in very carefully. The register should be carefully handled as it is used for a full year and should be kept in a safe place. - PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: .

PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . 2. 3. to drive home the fact that at all levels manual work is done. To ensure a proper attitude to menial tasks. For all the hotel staff “menial” jobs are part of their normal work. This would mean that right from the general manager to the utility worker. service is of the outmost importance and hence everyone must involve himself in achieving that objective. To guarantee the best Possible service for all guests at all Times.11 TASK: Ability To Overcome Resistance To Do Manual Or Menial Work All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT WHY 1. The waiter should be told of the important of his job and made to realize that the hotel cannot run without the essential services that he provides. the trainer at times may himself have to do the work that the waiter does.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: WHAT TO DO TASK #: 7. everyone is actually serving the guest in one way or the other. This follows from the fact that in this industry.Oriental Hospitality Consultants – OrientalHospitality.

Ensure that maximum staff is assigned to areas of maximum rush.12 DEPARTMENT : Restaurant TASK: Check Point For Supervisor JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO Before the service in the restaurant starts the Senior Captain or Supervisor must check the following: Side station Tables and covers Gueridons Bars Hot cases and plate warmers Show case/tables Salad / dessert trolleys Cutlery according to the menu Reservation cards on tables Butter and rolls and ice water If moultons are fixed properly All table appointments Placement of menu cards The temperature of the air-conditioning Position and condition of tables and chairs Wine and food available or not available If hot cases have been switched on If the glass chiller. See that checks are not under or over-priced. Co-ordinate with Chef and Barman and inform in case anything is finished. WHY To guarantee the best Possible service for all guests at all Times. wine-chiller are functioning If any dishes are specially recommended by the Chef If KOTs and checks are available. No one should be missing from his duty.Oriental Hospitality Consultants – OrientalHospitality. Ensure that no malpractices are being followed in the restaurant. See that food is being served according to the courses.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7. Food pick-up and service should be efficient and quick. During Service PREPARED BY: Position: Signature: Date: See that none of the staff talks loudly or eats in the restaurants. APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: .

13 DEPARTMENT : Restaurant TASK: Willingness To Serve JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO WHY 1. A waiter is a representative of the hotel and his restaurant. promotions. At this stage emphasize the point that a guest gives lavish tips only when he is pleased with the service and the service can only be good when the waiter is willing to please.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7. He projects its image and is responsible for maintaining its high standards. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . On his attitude and actions will depend the image of the hotel. increment and other benefits.Oriental Hospitality Consultants – OrientalHospitality. 3. To guarantee the best Possible service for all guests at all Times. A waiter‟s job is appraised on his keenness and willingness to serve. 2. The waiter should be briefed about the tip system and shown how a good service can fetch greater tips. This determines his job advancement.

The waiter should be made to feel that his supervisors have more authority and maturity to guide him.The example of some of his seniors should guide him at the job. there would be utter chaos. .14 DEPARTMENT : Restaurant TASK: Capacity To Take Orders From Seniors JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT WHY TO DO To guarantee the best Possible service for all guests at all Times. He should be made to understand that he has a lot to learn from their knowledge. .Oriental Hospitality Consultants – OrientalHospitality. it is his seniors who will assess him and mould him and it is they who to a great extent determine his future by recommending him for advancements in his job. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: .He should also be told that without a proper line of authority. .com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7. . transfer and raises in salary. 2. 0. attitude and skill in tackling in their jobs. promotions. 4.Moreover. 3. 1.

2.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.15 DEPARTMENT : Restaurant TASK: Cheerful Attitude Towards Work And People JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT WHY TO DO To guarantee the best Possible service for all guests at all Times. 1. A cheerful attitude towards colleagues is an advantage because a waiter would be able to obtain the maximum cooperation and help for them. If one has a cheerful outlook any kind of work can seem worthwhile and interesting.Oriental Hospitality Consultants – OrientalHospitality. 3. It is infectious as one cheerful person spreads cheer and goodwill wherever he goes. As a result the work atmosphere is pleasant and free of tension and overwork. Job satisfaction comes from within oneself and depends on one‟s attitude towards one‟s work. A cheerful attitude is an asset. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: .

2. friendliness does not mean over – familiarity. should be the motto. Cordial relations with guests is good relations. 1. One of the bet ways to develop cordial relation and a team spirit is through group effort. one not only benefits financially but also personally. Show how much easier it becomes to resolve problems when every one puts their heads together. divided we fall”. By maintaining cordial relation.16 DEPARTMENT : Restaurant TASK: Cordial Relation With All . A good friendship is also an asset and is of great help during times of trouble. 4. 3. A guest who is pleased with the friendly atmosphere of a restaurant is bound to visit it again and again. Let the group set the goals. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . However.Oriental Hospitality Consultants – OrientalHospitality. Through team spirit and teamwork efficiency is increased. which implies more earning of everyone.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.Interaction JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT WHY TO DO To guarantee the best Possible service for all guests at all Times. The phrase” United we stand. Increase in efficiency implies higher sales turnover.

PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . It is an art. which not everyone can do.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.Oriental Hospitality Consultants – OrientalHospitality. It is an art.17 DEPARTMENT : Restaurant TASK: Pride In Work JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO WHY A waiter should realize that the work he is doing is not an ordinary kind of work. which has developed from times immemorial and is still being developed. To guarantee the best Possible service for all guests at all Times.

3. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: .18 DEPARTMENT : Restaurant TASK: Tact And Initiative JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO WHY 1. To guarantee the best Possible service for all guests at all Times. Also formal case studies can be undertaken to inculcate tact and initiative.Oriental Hospitality Consultants – OrientalHospitality. Interesting and amusing anecdotes from personal experience or from the experience of others are good illustration. Role-playing sessions on basis of log book corselets help in developing a waiter‟s tact and initiative.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7. 2.

as a representative of the organization he must endeavor to maintain high standards. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: .Good actions and behavior are always noted and go a long way in improving a waiter‟s prospects and status. Thus.Oriental Hospitality Consultants – OrientalHospitality. A waiter is like a salesman for his department and he projects the image of his restaurant.He must act and behave in a manner befitting the type of set-up he is working in. Any negligence on his part would at once reflect on the status of the organization and its high standards.19 DEPARTMENT : Restaurant TASK: As A Representative Of The Organization JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT WHY TO DO To guarantee the best Possible service for all guests at all Times. 2. 3. 1.com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7. 4.

The rewards for being honest can vary from cash and publicity in hotel magazines to appreciation letters from the public. PREPARED BY: Position: Signature: Date: APPROVED BY: Position: Director of Food & Beverage Stefan Schmid Signature: Date: . which could help a waiter prospects in the professions. 1. Honesty is always the best policy. . 4.g. 2. To guarantee the best Possible service for all guests at all Times. .Examples of actual incidents where honesty has paid dividends should be quoted.20 DEPARTMENT : Restaurant TASK: Honesty JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO WHY . .com Page 1 of 1 STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7. 3. It can also get the waiters appreciation and commendation. ..Oriental Hospitality Consultants – OrientalHospitality. eating guest food.The waiter must be told exactly what is regarded as dishonesty e. . overcharging a guest are all forms of dishonesty. stealing cutlery.

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