Kahospq1803-18000853-Nguyen Ngoc Phat Tai - Thesis Report

MINISTRY OF LABOUR – INVALIDS DNS SOCIAL AFFAIRS
KENT INTERNATIONAL COLLEGE
FACULTY OF TOURISM AND HOSPITALITY MANAGEMENT
GRADUATION INTERNSHIP REPORT
MAJORS : HOSPITALITY MANAGEMENT
TEACHER INSTRUCTIONS : LY LIET THANH
STUDENT NAME : NGUYEN NGOC PHAT TAI
CLASS : KAHOSPQ1803
STUDENT ID : 18000853
Phu Quoc City, May 18th, 2022

GUARANTEE
My name is Nguyen Ngoc Phat Tai, I hereby declare that the data and information used in
this Graduation Report are collected from actual sources at the Enterprise, on specialized
scientific books and journals (with full citations and references). in accordance with
regulations); The content in this report comes from my own experience, drawn from the
research and practice at Movenpick Resort Waverly Phu Quoc, NOT COPYED from
other sources and reports.
If I make a mistake, I would like to take full responsibility in accordance with the
provisions of the School and the Law.

Student Name
(Signature, full name)
NGOC PHAT TAI NGUYEN

THANK YOU
First of all, I would like to thank the management of Kent International College for
allowing me to practice at the Movenpick Resort Waverly Phu Quoc hotel. Thank to the
teachers who have provided me with useful and useful knowledge during the past 4 years
(2018 - 2022) to satisfy and contribute to enriching knowledge for the subject. Thank you,
Mr. Ly Liet Thanh, for his support and guidance during the past time, including solving
students' questions and difficulties and guiding writing internship reports.
Sincerely thank the staffs of the human resources department of the Movenpick Resort
Waverly Phu Quoc hotel for their efforts in supporting the interns in resolving rights
issues. benefits and benefits of working here. Thank you to the staff and friends of the
F&B department in particular and all the staff of the other departments of the Movenpick
hotel in general for enthusiastically supporting me during my internship at the place.

Student Name
NGOC PHAT TAI NGUYEN

NHẬN XET CỦA ĐV TT SCAN
COMMENTS OF TEACHER INSTRUCTORS
Student Name : NGOC PHAT TAI NGUYEN
Student ID : 18000853
Class : KAHOSPQ1803
Majors : Hospitality Management
General Comment:
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Score of Graduation Internship Report:

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HCM City,…………........., 2022

Instructors
KẾ HOẠCH & NHẬT KÝ THỰC TẬP

MỤC LỤC
I. OVERVIEW
1. Overview of Accor group, Mövenpick hotel chain, and Mövenpick Resort
Waverly Phu Quoc hotel:
1.1 Overview of Accor Corporation
Accor is a French hotel group. Headquartered in Paris, the Accor group

owns and operates more than 4,200 hotels in 92 countries around the world.
In addition, Accor also represents a number of different brands such as
Courtepaille, Mercure, Sofitel, Movenpick...
Founded in 1967 by Paul Dubrule and Gérard Pélisson with the name SIEH
(Hotel Business and Investment Company). After more than 15 years of
development, in 1983, the group including restaurants and hotels officially
changed its name to Accor corporation.
1.2 Overview of the Movenpick hotel chain:
Mövenpick Hotels & Resorts is a Swiss hotel management company with

its headquarters in Baar, canton of Zug, Switzerland. Movenpick operates
more than 80 properties, including hotels, resorts and Nile cruises, with 30
more resorts planned or under construction across the Middle East and
Asia. serving about 5.8 million passengers per year.
Mövenpick Hotels & Resorts has its roots in the privately owned
Mövenpick Group, founded by Ueli Prager in 1948 when he opened his first
restaurant in Zurich. The name Movenpick seems to have been inspired by
the feeding action of a seagull (in German, Möwe) and its simple movement
reflects the restaurant's theme of being the fastest food available. body.
Since September 2018 Mövenpick has been wholly owned by AccorHotels
after Accor Group announced it had acquired the Shares of movenpick from
former shareholders Mövenpick Holding (66.7%) and Kingdom Group
based in Saudi Arabia (33.3%).
1.3 Khái quát về khách sạn Movenpick Resort Waverly Phú Quốc:
Mövenpick Resort Waverly Phu Quoc is an international 5-star resort

officially put into operation in the first quarter of 2020. With a total area of
51.62ha, owned by MIK Group, belonging to Mövenpick Hotel & Resort
( Accor Hotels) managed and operated.
Mövenpick Resort Waverly Phu Quoc is located in Group 1, Ong Lang
Hamlet, Cua Duong Commune, Phu Quoc City, Kien Giang Province.
Mövenpick Resort Waverly Phu Quoc is known as the ideal place for
beachside ceremonies of dream weddings or high-level conferences of
organizations and businesses. The resort has more than 700 hotel rooms,
serviced apartments and luxury villas that are fully equipped with
amenities, providing comfort and meeting all the needs of visitors.
2. Overview of the internship process at Mövenpick Resort Waverly Phu Quoc:
Interns and staff at Movenpick Resort Waverly Phu Quoc will work 5 days a
week, with an average of 4 weeks per month (about 22 man-days/month). The
schedule and shift work schedule will change flexibly based on the number of
OCC% (Occupancy) guests coming to the hotel.
Coming to Mövenpick Resort Waverly Phu Quoc, you will not only enjoy a
comfortable stay with full facilities, but also participate in activities and
festivals, large and small, weekly and monthly here. And where these activities
take place is at the swimming pool and Aura Beach Club.
II. PROBLEM SOLVING

1. Introductory:
To better understand the work and activities during the internship at Mövenpick
Resort Waverly Phu Quoc, here is a brief overview of the Aura Beach Club
restaurant where I worked during my internship period at Mövenpick Resort
Waverly Phu Quoc. Movenpick.
2. Theoretical and practical basis of the work/process to be reported
Most of the training knowledge and work belongs to the regulations and
training standards of the Mövenpick Resort Waverly Phu Quoc hotel. These
standards are all specified in the F&B GENERAL LSOPs book, which is
considered a standard of the Movenpick resort and is used to train all
employees of the F&B department of the Movenpick resort.
2.1 Do & Don’t in restaurant
Do & Don’t in Restaurant to ensure guest satisfaction by providing

excellent food and beverage service, in a friendly, competent and
professional manner General Policy Managers, supervisors, captains and
staff on all levels are responsible to know all the Rules Concerning
Employee Conduct in Working Areas that are applicable to them. Procedure
details:
1. Do not smoke in or around the restaurant.
2. Do not shout in or around the restaurant
3. Do not wear flashy or excessive jewelers
4. Do not lean against the walls or slouch
5. Never ague with a guest.
6: Never leave the restaurant without informing your supervisor. Do not
invite personal visitors or encourage personal telephone calls.
8. Do not run in the restaurant
9. Do not chew gum in or around the restaurant
10. Do not group with your fellow colleagues in the restaurant
11. Do not carry out a conversation in your language in front of a guest
12. Wear the right footwear at all times.
13. Keep your uniform clean and correct at all times.
14. Keep your work area neat and tidy at all times.
15. Always report on time (15 minutes earlier and in wardrobe) for work
16. Never ignore guest or turn your back to guest
17. Never invite or accept personal meeting with guest, if guest insist to do
so, the approval from manager is needed.
18. Never use finger point anyone or anything, use your hand instead.
19. Always smile. It is not a mood, but a job.
These are things that all interns and full-time employees must take seriously
while working here. This not only shows that you are serious about your
job, but it also makes the client feel that you are very professional. In
addition, following these principles will help you feel more confident when
serving customers professionally and improve work efficiency as well as
leave a good impression of you in the minds of customers.
2.2 The Grooming Standard (T&C)

All hotel employees must adhere to the correct dress code while working at
the hotel.
Business Objective
- To ensure guest satisfaction by providing professional manner
- Provide each employee with grooming Standard General Policy
Procedure details:
GENERAL
- Neat. Clean, well pressed & in good condition
- Worn correctly, pockets are flat
- Name Badge in good condition & Correct name badge
- Shoes/Socks Black leather shoes with black socks (No motif on it) or
Standard Shoes in clean condition
- Tights (if any) Charcoal coloured tights for dark uniform
- Natural skin coloured tight for light coloured
- Ladies Legs: Legs are free of any visible
ACCESSORIES & GROOMING (Male)

- No ring (only wedding ring allowed)
- 1 wristwatch (no loud colours)
- No earrings, bracelet and visible necklace
- Ties worn in a double Windsor knot
- Hair Short, neat and clean (does not fall below the collar)
- No facial hair (moustache, beard, goatee, side burns etc)
- Nails Short, clean and cut neat
- Fingernails do not extend past the tip of the finger
ACCESSORIES & GROOMING (Female)

- Maximum 1 Ring per hand (discrete colour & reasonable size)
- 1 wristwatch (no loud colours)
- 1 pair of earrings (min 1.5 cm in diameter)
- 1 necklace worn in a discreet way
- 1 bracelet, discreet colour and reasonable size
- Ties worn in a double Windsor knot
- Hair Cut or secured in place, maximum lengths is to be collar
- Hair longer than collar lengths must be tied back in a ponytail or
braid not longer than under arm at the back
- Hair Accessories maximum of two flat clips (brown or black colour)
- Rubber band hair net to be covered by a black ribbon (velvet or satin)
- Make up Light and natural looking (look fresh)
- Eye make up which complements the skin tone and face shape
- Cheek colour/blusher well blended and natural looking
- Nails Clean, and neat (only light coloured, neutral mail polish
- Finger nails do not extent 1/4 Inch beyond the tip of the finger
- Pleasant body odour
- Only subtle perfume, cologne or after shave fragrance is allowed
- Overall Cleanliness
This is done, checked and reminded on a weekly basis to ensure that all
employees are in compliance with the hotel dress code.
2.3 General Service Rule
Business Objective: provide the general understanding of food and

beverage service goals and way to win a guest.
General Policy
- Friendly and efficient service is equally as important as impressing the

guest and making her / him a repeat customer.
- The use of new technologies within the outlets will improve efficiency
throughout the F&B Department, which will result in more time to take care
of customers instead of completing administrative procedures.
- All the restaurant Staff to be able to " speak " the same language and
follow the same.
Procedure details
1. All guests must be:
- Greeted sincerely at the entrance by the hostess and manager
- Find out whether they are Smoking or non-smoking
- Guest will then be seated and escort to their desire area
2. When the drink order has been made, it is written in a Captain Order pad
and the order will then be directly punched in the MICROS terminal and the
order is immediately printed in the dispense for bar and / or pantry and / or
kitchen accordingly.
3. When the food or beverage is taking longer time than the standard time,
server always needs to apologize and inform guest the arrival time of the
foods and beverage
4. Always follow 3 steps of service with guest when they are asking for the
directions or leaving the restaurant.
5. Always pay more attention to the special guest. Prepare pillow for
pregnant guest, help elder people, disable guest sit and stand up, find the
most convenient table for them. Put eyes on kids and be aware of the floor
and equipment that around them.
6. Maintain the table cleanness: No dirty ashtray should stay on the table,
there shouldn't the more than one cigarette bud in. No crumb of the food on
the table, crumb down constantly. No water vestige or dirty mark on the
table and chairs. Therefore, waitress need to follow up the table maintaining
procedure and check the table in every 10 minutes
7. The supervisor or waitress taking care of the guests must: Greet the guest
appropriately. Deliver the drink and food as ordered. Render appropriate
service according to the sequence of service. Serve and clear the table
within 2 minutes of guest finished their meal.
8. Restaurant Manager or subordinate authorized by her / him is in complete

charge of the service aspect of the outlet and must ensure that guests are
satisfied with the quality of F & B service.
9. Reservations shall be taken by F & B Reservation, captain, supervisor or

the manager.
10. Each guest will receive a warm farewell.

The service staff is always interested and attentive to the table they are
serving, to assist in solving problems that arise. If there is a customer-
related issue that the service staff cannot resolve, they should immediately
report it to the captain, Supervisors, or manager for assistance.
2.4 Guest Courtersy
Business Objective:
1. To create a professional image by paying close attention to your overall
cleanliness, hygiene and health.
2. To ensure that all the guest will receive a professional service.
General Policy
- All restaurant employees, are required to understand and implement

grooming standard into daily
- Your personal cleanliness, hygiene and health.
- Your wardrobe.
- Your facial appearance
Procedure details
1. Service Distinctiveness means creating a professional image by paying

close attention to your overall cleanliness, hygiene and health. You do this
when you: Keep your complexion healthy, clean and clear. Wash and comb
your hair regularly. Take a shower before changing into Uniform. Brush
your teeth at least twice a day. Keep short and clean nails. Use deodorant if
necessary. Get adequate rest each day. Take regular meals. Balance your
diet
2. Using the Language of Your Uniform

Service Distinctiveness means creating a professional look through proper
attire. You accomplish this when you: Wear clean and well pressed
Uniform. Take proper care of your Uniform. Wear the correct size
Uniform. Put on a clean and unscratched name tag. Keep your shoes clean
and in good condition
3. Service Distinctiveness means creating pleasant feeling by maintaining a

clean and neat facial appearance. You do this when you: Maintain a short or
neat hairstyle, hair is no longer than the shoulders. A Make sure your hair is
properly combed at all times. Keep natural color of hair. Apply sufficient
make - up (for female) Keep facial accessories to a minimum. Wear only
earrings not exceeding 1cm in diameter, if necessary.
2.5 English Guest courtersy
Business Objective:
It holds the key to saying all these things in a polite and friendly way. It
will help us show the guests that we care for their feeling and their needs,
and that we believe our guests are important.
General Policy
- In more time to take care of customers Instead of completing

administrative procedures. Friendly and efficient service is equally as
important as impressing the guest and making her / him a repeat customer.
- The use of English within Restaurant will improve efficiency throughout

the F&B Department, which will result
In fact, it is quite common to communicate in English in restaurants. In

order to improve service quality and require a better understanding of
customer needs and reflections, communication in foreign languages is
evident at all hotels. English is considered as the second language of almost
all staff at the hotel, it is used to communicate with international guests.
However, that does not mean that English is used to communicate with all
customers. For Vietnamese guest, service staff will prioritize using
Vietnamese instead of English in order to make it easier to communicate
with each other. In addition, in some cases where customers cannot
communicate in English, body language is the preferred and most effective
method during that time. If you still can't communicate, you can ask a staff
member who understands the language the customer is using or ask for
assistance from translation software.
2.6 Non smoking section
Business Objective:
The purpose of this policy is to provide a smoke - free environment for

those guests who are bothered by tobacco smoke.
General Policy
- Restaurant needs to offer a Non - Smoking Section.

- Non - Smoking section will be clearly marked on the floor plan
- Before seat the guest, server needs to ask whether they prefer smoking or
non - smoking section
Procedure details
- All tables in designated non - smoking areas should not have an ashtray as
part of its set up.
- All guests upon entering the restaurant are to be asked by the hostess if
they would prefer a smoking or non - smoking table.
- In the event that a Guest who is sitting at a non - smoking table, suddenly
decides to have a cigarette, cigar or pipe. Restaurant Manager or Assistant
Manager should immediately inform the guest that he or she is sitting at a
non - smoking table, and that smoking is not permitted. Provide ashtray for
guest to put out cigarette immediately.
- Should the Guest refuse to stop smoking, then the guest is to be offered
the chance to move to a smoking table.
In fact, at all tables, both inside and outside the Aura restaurant, there are
no smoking and non-smoking areas. But at the same time do not arrange
ashtrays on the table. Customers when coming here they will often express
where they want to sit (view the sunset, view the swimming pool...) and
will ask for ashtrays if they want to smoke.
In addition, staff must also have the duty to bring ashtrays to guests if
they see them intending to smoke. Always pay attention to customers
behind, if they are pregnant women or children, they must definitely inform
them that the next table has guests smoking and prepare a guest table away
from the table with cigarette smoke in order to ensure the health and
comfort of customers.
2.7 Policy Animal
Business Objective:
To establish a process ensuring that in all outlets we ensure the protection
of our hygiene and we show genuine care towards other guests.
General Policy:
To ensure hygiene and the comfort of our guest, no animal will be
allowed in our F&B outlets
Procedure details:
No entrance to any of our F&B outlets will be allowed for animals any
kind.
In fact, customers are not allowed to bring animals into the restaurant,
but if they want to bring their pets, the staff can flexibly suggest serving
outside the restaurant area (beach, outside…), they not only can bring their
pet but they also used restaurant service without breaking the restaurant's
regulations.
2.8 Handover of Shift
Business Objective:
To ensure the operation / service in the restaurant is handed over in a
correct and timely manner
General Policy:
Shifts must handed over correctly at all time
Procedure details:
1. Outgoing Incharge people:

- Wait for the next shift to arrive
- Hand over what is needed for the arriving shift (business forecast)
- Check existing mis - en – place/set - up against business forecast.
- Try to finish as much as possible of the mis - en - place / set - up before
handing over.
- Ensure work area, tools and equipment are clean
- Check with manager / assistant manager before going home.
2. Incoming Incharge people:

- 4 Arrive 15 minutes ahead of your assigned work time, so your colleagues
can go home
- Talk to your colleagues on what has to be done and check on ongoing
activities
- Check mis - en - place / set - up against reservations / activities
- Check with Manager / supervisor and offer lateral service
3. The departing server introduces the arriving server to each of their table's
guests, saying " Excuse me: ... will now be taking care of you. Thank you "
4. Hands over all paper work (captain orders, order pads) to the arriving
Lady or Gentlemen, who verifies and checks if everything is in order and
accounted for.
5. Must inform his / her supervisor of finishing the shift.
2.9 Answering the call
Business Objective:
To make certain of Movenpick Resort Service appears in every area of
the hotel.
General Policy
1. All Telephone calls will be answered in English language.

2. Answer within 3 rings
3. Use standard greetings "Good morning / afternoon / evening. Thank you
for calling ADD / IRD. This is (name) speaking How may I assist you?"
4. Callers are allowed to respond before being placed on hold.
5. Message is written completely and legibly.
6. Personal calls are not allowed.
7. After the closing of the respective outlets or on closed days, the phones
will be forwarded to the phone of our TSA in IRD (In Room Dining)
8. If a person is asking about basic hotel and its facilities information, the
staff is able to answer. In an event if she/he is not able to answer guest
question, then the phone will be transferred to a supervisor or relevant
department that can handle the call.
Procedure details
1. Pick up a telephone gently with in 3 rings

2. Say "Good morning thank you for calling ADD, IRD, this is your name)
speaking, how may I assist you? " Good morning (starting 00.00 am - 11.59
am). Good afternoon (starting 12.00 PM - 17.59 PM) Good evening
(starting 18.00 PM- 23.59 PM)
3. Smile through your voice, tone of voice clear, pleasant, friendly Speak
clearly and use proper grammar. Speak at level the guest can hear
4. When placing a call "on hold", ask the caller's permission before doing so
. Wait for response.
5. Before transferring a caller, thank the guest for waiting and inform them
by saying: "Thank you for waiting, I will transfer for you to... for further
assistance" Inform the transferring location / person of caller's request
before disconnecting the line.
6. Listen attentively to guest needs Don't interrupt guest
7. Provide guest with appropriate assistance/information
8. Thank guest for calling, put receiver back to the phone unit gently
9. Upon ascertaining whom the call is for, you are to do the following.
WE NEVER SCREEN CALLS, we do not ask for name of the caller
- Tell them that you will check to see if the person they require is
available.
- Ask them if they would please hold
- Advice the person concerned that there is a call for them.
- Take the Caller off Hold and thank them for waiting and tell them you
are putting them
- Transfer the call to that person's extension
- If the Person is not available, advise the caller and offer to take a
message
10. Under no circumstances is the following to be done or used.
a. Never answer the call by using the following:
- "Wei"
- "Hello"
- "I don't know"
- "Sorry not here"
- "Who do you want"
- "What do you want"
- "What"
By saying the name of the Outlet or Office in English
b. Do not interrupt the caller at any time, let them finish what they are
saying and ask questions or restate what they have said.
c. If you are talking to the caller, do not attempt to carry out a second
conversation with someone else at the same time. Either ask the second
person to wait or put the caller on Hold.
2.10 Loading service tray
Business Objective: Maintain quality of service, showing professional

gesture and posture by having proper techniques and skills. Carry tray in the
right way can also prevent and avoid work place accidents.
General Policy
1. All items on service trays will be balanced to insure the safe
transportation of the food and beverage, and will be arranged in an
attractive manner.
2. Only glasses, coffee cup and small chinaware will be carry on tray, no
large plates and larger items.
3. All items on the tray will be organized in an attractive safe manner.
Procedure details
1. When using trays to serve food or to clear tables, load them with regard
for safety, organization. balance and appearance. In order to avoid breakage
and injury.
2. Place the heaviest articles in the middle of the tray to aid the balance of
the tray.
3. Do not risk overloading a tray. If necessary, either take two trips, or ask
another staff member to assist you.
4. When loading items such as pitchers, tea pots, etc., make sure the handles
and spouts are well within the edge of the tray.
2.11 Carrying service tray
Business Objective:
Maintain quality of service, showing professional gesture and posture by
having proper techniques and skills. Carry tray in the right way can also
prevent and avoid work place accidents.
General Policy
1. Ensure carry a tray by left hand and well balanced. "Left handed staff
vise versa
2. If tray is heavy, always use right hand to balance as well
3. Always keeping an eyes on surrounding as well as maintain balance of
service tray
4. Do not overload service tray.
5. Staff must focus and taking serious while carrying tray, do not play
around while carrying tray. Ensure a safe work place.
6. Tray liner must be clean and spot free at all time. Should you find stains
on liner, change to a new one.
Procedure details
1. Select a tray and a tray liner
- Not chipped/cracked, correct size depending on what you will be
carrying.
- Check for cleanliness, right size, well pressed not crumpled, no holes
2. Place the tray liner onto the tray. Tray liner should be placed onto the
tray flat, in the middle of the tray, not crumpled and not overlapping.
3. Place items of equipment onto a tray Heavy items should be placed in the
center of the tray, lighter items around the edges
4. Pick up the tray and balance it on the left hand When you pick up a tray,
place left hand's palm under tray, spread fingers like a fan, balance the tray
with right hand at edge if necessary
5. Carry the tray to the designated table. When carry the tray to the
designated table, you should support tray with left hand's palm. When
carrying a tray, you must ensure always look where you are going
6. Serve from the tray
a. To serve items from the tray, take off lighter items before heavy items.
When allow guest to take items off your tray, you will lose balance
b. Never put tray on table.
2.12 Corkage Fee
Business Objective
To obtain revenue from clients who bring their own beverages into the
F&B Outlets and ensure proper level of service.
General Policy
1. Guests who bring beverage products from outside, for consumption in
our outlets are to be treated in the same manner and fashion as all other
guests. 2. All guests, who bring in beverage products from outside, will be
charged equipment Fee.
Procedure details
1. At all times it should be discouraged, that guests bring in their own
beverage products for consumption in the F&B Outlets.
2. However it must be recognized that there are clients, who will try to
bring their own hard liquor especially Cognac
3. We cannot charge any corkage lee to the guests, but we will charge them
the equipment fee as we will serve them the glass, decanter even do more
service as well.
4. We will charge 500.000 VND per bottle for the wine and 1.000.000 VND
per bottle for the spirits.
5. Equipment fee charges will be entered onto the guest check
6. All beverage items brought in by a guest from outside must depart with
the guest on their departure from the Restaurant.
7. Guests are permitted to keep their own beverage products, purchased and
paid for in the hotel for safekeeping for the purpose of future consumption.
8. The equipment fee should be keyed into Micros, even it is
complimentary.
9. The relevant manager has the right to make decision if we charge the
equipment fee to the regular guests and VIPs or not and how much we
should to charge.
In fact, Aura restaurants only charge equipment fees when customers
bring alcohol to drink in the restaurant area. If they only bring some snacks,
baby milk, powder or porridge, Supervisor does not ask for their fee.
2.13 Handle Guest Complaint
Business Objective
To ensure that all complaints are handled, quickly, professionally and
that they are communicated to senior staff in order to minimize the chances
that they happen again.
General Policy
1. All complaints handled courteously and profession

2. Notify manager of all complaints.
3. Notify manager of all spills.
4. To understand and be able to handle guest complaints with full respect,
courteous, unobtrusive and professional manner to exceed the guests
expectations.
Procedure details
1. All service staff to be trained on handling the most common complaints
in their particular outlet.
2. Every staff must take ownership of a guest complaint, you are never too
junior to handle the complaint, however if you feel that you will need
assistance do not hesitate to ask your manager.
3. The outlet manager must make it clear and show the staff he wants to
know about every guest complaint, no matter how small. Complaints should
be brought up in the briefings to minimize repeat occurrences.
4. When confronted with a complaint, follow these procedures
a. Listen to the guest and do not interrupt
b. Apologize to the guest for that specific problem
c. Solve the specific problem
d. Notify the manager at once.
e. Check back to make sure the guest is happy
5. Be sincere.
6. Never lay the blame on another employee in the department
7. All complaints are logged in the daily log book and podium reservations
book, and into guest history book.
8. The goal for every complaint is to turn it into a compliment: the guest is
very happy with how the complaint was handled
9.The Food & Beverage Manager on duty should always be immediately
informed of all guest, during operation hours.
2.14 Polishing Chinaware
Business Objective
To ensure the highest hygiene and service standard are perform.
General Policy
1. Always empty guest's leftovers from chinaware, bones, garnish and paper
doilies are removed upon wares being sent to wash.
2. Avoid accident and breakage by not stacking chinaware more than 3
pieces high.
3. All chinaware should be clean, shiny. No chips crack or damaged
4. During polishing the highest hygiene standards is carry out.
5. Never touch polished item with bare hand.
6. Chinaware which placed in front of guest is free of stains, finger marks,
watermarks, chips and tracks.
7. All chinaware is polished before guest used. All required chinaware is
polished before operation in adequate quantities in order to smoothly run
the peak service periods.
8. Chinaware is stored afterwards into station Chinaware will be polish in
large quantities then stored into racks.
Procedure details
1. Sort the chinaware into different size and types.
2. Throw the food leftovers in the trash container
3. If there is not enough space available for stacking, please wait and ask
for help from steward.
4. Main course plate/condiments dish will he placed into separated rack
5. Collect the chinaware from stewarding area
6. Return any items not properly washed or with dried water mark in the
chinaware.
7. Get hot water, 2 polishing cloths
- One polishing cloth damped with hot water.
- One dry polishing cloth
8. Polish
- Take the cloth on the edge in your right hand to hold the chinaware (or
bottom) avoids contact with the chinaware, which will leave finger mark.
- Following by dry glass cloth, polish once more.
- Only chinaware with water marks on is to be re - polish, those with
returned for washing.
- Continue polishing the chinaware until there are no smears, mark or stain
left on the chinaware.
9. Handling
Place all polished chinaware on long trays
Bowls - hold by the handle
Plates -With four fingers under lower edge and thumb by rim of plate
surface
Should not stack more than 20 pieces Cups and ashtrays should not stack
more than 4 pieces When you find cracked chinaware, record then return it
to Steward Department.
2.15 Polishing Flatware
Business Objective
Educate staff to be able to clear, separate and polish silverware in an

efficient, effective way by avoiding accident and damage.
General Policy
1. Always remove flatware from guest's leftover plate.

2 Never place flatware to wash with food leftover.
3. Never scrape plates or leftover food with flatware.
4. Avoid accident and damages by not throwing flatware into container.
Always do it lightly and control noise level to the minimal.
5. All flatware should be clear, shine and no damaged.
6. During polishing you should contain the highest hygiene standards
7. Never touch polished item with bear hand.
8. Flatware which placed in front of guest are free of stains, finger marks,
watermarks, chips and cracks.
9. All flatware are polished before guest used and all required flatware are
polished before operation in adequate quantities to smoothly run the peak
service periods.
10. Polished flatware is stored afterwards in designed area in order to avoid
repeat work.
Procedure details
1. Sort the flatware into different types, special wares will have designed
containers etc: Steak knife and steak fork knifes, and smaller utensils.
2. Before separates the flatware makes sure they are free of food leftovers
3. Remove the food leftovers in the trash container.
4. If there is not enough space available for sorting, please wait and ask for
help from steward.
5. Collect clean flatware from stewarding area using tray.
6. Return any items which are not washed properly or with dried
watermarks on the surface, show it to steward for examples to avoid this
from happening in the future.
7. Get hot water (Boiling water - change fresh one when it get cold)
8. Get clean polishing cloth (Dry cloth will not leave marks)
9. Get one long tray and one cloth (Place polishing cloth on top of tray)
10. Polish
a. Group different cutlery in order
b. Place left end of the cloth on the left hand
c. Take the cloth on the edge in your right hand with the cutlery.
d. Avoid contact cutlery that with bare hand leaving finger marks.
e. Use the right edge of the cloth to polish the flatware including handles
f. Inspect condition of cutlery
g. Use polishing cloth to hold flatware and place flatware into container.
11. Handle:
a. Place all polished cutlery on long tray
b. Hold cutlery handles only
c. When you find cracked cutlery, return it to Steward Department.
In fact, Aura restaurant does not require employees to follow the

theoretical procedures. But, all items when finished cleaning must still be of
the same quality as the standard. Instead of returning damaged items to the
steward, they will use a large trash can to store broken items, broken items
must be covered with food wrap to avoid injury. At the end of the month
they will check the number of broken, damaged tanks and make a monthly
report.
2.16 Polishing Glassware
Business Objective Educate staff to be able to polish Glassware in a

proper efficient and hygiene way.
General Policy
1. Always empty leftovers liquid, garnishes, straw, and stirrer from glasses
2. Avoid accident and breakage by not spilling the drinks on the floor
3. All glassware should be clean, shine without damaged.
4. During polishing the highest hygiene standards is carry out.
5. Never touch polished item with bare hand.
6. Glassware which placed in front of guest is free of stains, fingerprints,
watermarks, lipstick, chips or cracks.
7. All glassware is polished before the use of guest and all required
glassware is polished before operation in adequate quantities to smoothly
run the peak service periods.
8. Glassware is stored afterwards into station
Procedure details
1. Sort the glassware into different sizes and types,
2. Place glasses inserting into the rack make sure they are free of leftovers;
liquid, garnish, straw. stirrer etc. Position the glasses upside down into rack.
3. If there is not enough space available for inserting glass. Please wait and
ask for help from the steward.
4 After washing collect the glassware from stewarding area using glass rack
5. Return any glass which is not washed properly or with dried beverage
mark on glassware.
6. Show it to the steward for examples in order to avoid this from
happening in the future.
7. Get one long tray and one glass cloth 8. Get hot water. Boiling water -
change on fresh one when it get cold.
9. Hold polishing cloth on the edge with your right hand; hold the stem of
the glass to avoid contact with the glassware which will leave finger mark.
a. Take the other end of the cloth in your left hand to wipe (polish) the glass
ensuring both insides as well as outside will be polished.
b. Continue polishing the glassware until there are no smears, mark or stain
left on the glass.
10. Polish
a. Hold glass over hot water
b. Keep the glass with the open side towards the damping water
11. Handle
a. Place all polished glasses up side on long tray
b. Hold stem or base of glass
c. Glasses should not be stacked
d. When you find cracked glassware, record, return it to Steward
Department
In fact, the stages of polishing glassware (in general) and glasses (in
particular) are not much different from the theory. But most restaurants will
add some lime to the hot water, and use that steam to moisten the polish.
This will help the glass to shine more because lime contains acid that has a
stain remover effect.
.
2.17 How to Handle Lost & Found Item
Business Objective Ensure the honesty of staff and the reputation of the
hotel.
General Policy
Make sure guests belonging found are handle in the right steps & stored
properly.
Procedure details
What are some popular items that are left behind:

Mobile Phones
Jackets
Umbrellas
Documents
Wallets
1. Report lost & found:

- Inform the Manager or Supervisor incharge.
- If the item is very expensive (ex: Ring, Laptop, Jewellery…) inform FO
duty
- Managers soon as possible.
2. Contact the guest
- Refer to the reservation book for the guests contact: telephone number,
address
- In-house guest refer to reservation book to check for room number
- Make sure contact guest as soon as possible.
If the guests is contacted:

- We need to check if the item belongs to the guest
- Check guest when they would like to pick up the item
If the guest is unable to contact:

- Take the item to Housekeeping immediately
3. Record lost & found in the lost & found book of restaurant (or logbook)
- Date - time - Item - found by who - Location of item
4. Fill out & File the lost & found form.

- Housekeeping willfill out the form
- All the information is recorded correctly
- It is importain to file the form as maintain a good clear record of the items
left behind and answer any guests enquiries quickly & efficiently.
5. Store the items

- In the HSK office (or decided room)
- Make sure full of information is sticked with items:
a. Date & time items found.
b. Name of guests (if possible)
c. Table number where guest may have been seated.
d. Name of person who found the item
2.18 How to remove crumbs from the table
Business Objective
To ensure highly professanal Movenpick Resort service.
General Policy
1. Always pay attention if the table needs to be clean.

2. Always careful during cleaning not throw anything on the guest
3. Grumbs are never brushed to the floor.
Procedure details
1. Removing crumbs
a. Hold BB plate with right and service towel with left hand
b. Stand at left side of guest, with left leg slightly in front
c. Use service towel or metal crumb remover to gather the crumbs
d. Hold bread plate under the table edge
e. Sweep crumbs into bread plate
f. Proceed clockwise around the table
2. After table has been cleaned
a. Proceed to side station and clear crumbs onto bussing tray
b. Only attempt to remove crumbs on table when all crockery and cutlery
have been cleared
c. This should be performed only from the left side of guest
d. Never sweep the crumbs to the floor
2.19 Clearing Table
Business Objective
Table need to be arrange according to the guest needs and moment of the
meal.
General Policy
- A table that is not properly cleared can easily create a bad impression.
One should strive towards having as few items on the table as possible.
- For removing equipment from the table, the same service rules apply as
for serving the items. If the item is served from the right, it must be
removed from the right. Of course, if the guest is not easily reachable
from that side, one shall collect the items from the other side.
Procedure details
- After all guests have finished their course, all plates, cutlery and side
dishes related to the dish must be removed.
- After the last course, but before the dessert, all plates, cutlery, condiments,
bread & butter are cleaned from the table and any crumbs are removed.
- When a glass or bottle is empty (and there is no refill) they must be
removed immediately.
- All equipment brought to the kitchen will be sorted by the waiters: Glasses
will be put in the appropriate racks, cutlery will be put in a soaking pan,
food leftovers will be disposed of and plates will be stacked for washing.
2.20 How to Set up Cutlery
Business Objective
To ensure that all the cutlery will he handled efficiently and accordingly
General Policy
- Serve in a clean underlined napkin
- Cutlery are clean, well burnish, well polish
- Hold the cutlery in the neck part of it
- Adjust ladies first host last
Procedure details
1. Adjustment for right side and left side placement silver is done from left
side of the guest.
2. Place cutlery into the under lined napkin and set cutlery according to the
number of guest's: food order and seat number.
3. Get cutlery
a. Read orders carefully.
b. Get cutlery from side station according to guest's order
c. Place them neatly on service tray
4. Changing cutlery
a. Perform at right side of guest
b. Place additional cutlery next to dinner fork or knife
5. If any cutlery need to be removed, do it first
6. Maximum set up of cutlery on table: 3 courses only (Never touch /
handle part of cutlery that will come in contact with food)
In fact, there are many different ways to set up cutlery. In Aura Beach
Club, keeping the cutlery clean before serving is quite difficult by
theoretical standards. Because Aura Beach Club is a restaurant next to the
beach, dust is inevitable. Instead of using the old standard to set up a
cutlery, Aura used a completely different way. That is to use napkins
wrapped around the cutlery into rolls (or pocket) and store them in the
station. Staff will set up a cutlery "roll" and a main plate when customers
order.
The standard way of setting up a cutlery according to the standard setting
up of a European-style or Asian-style dining table is applied when
customers book a table in advance, or when guests request the Romantic
Diner package.
2.21 Greeting Guest
Business Objective
Ensure clear guidance for F&B service. In order to offer and maintain
standards at all time.
General Policy
1. Greet and approach the guest before the guest approaches you
2. Walk with the guests
3. Seat the Guest
4. Leave the table.
Procedure details
Acknowledge the Guest:
- The Host must create a good first impression with our guest with smiles,
friendly manner, positive body languages with grooming standard.
- The Host must acknowledge the guest within 30 second whenever the
guest into the outlet
- The Host must assist with any requirements and assist the Guest to
another destinations.
Greet the Guest

- The Host must greeting when the Guest is about 1.5 meters away.
- The Host must step out from the Reception Counter to greet the Guest.
- The Host must greeting the guest with smiles, friendly manner, body
languages, eyes contact and speak clearly with properly tone.
- The host should remember the guest information for the next time to
show the professional
- Use the Guest name if know.
Check the Reservation

- The Host must check and confirm the reservation within 30 second
- If the guest came without the reservation, the host must check restaurant
situation and offer the guest to properly destination.
- The Guest must confirm the number of guest offer the guest for
preference table.
Escort the Guest to the table.

- Do not walk fast no more 1 meter ahead
- Ensure the guest are following you.
- Use hand gesture to show the way with friendly manner.
Seat the Guest

- Priority to disable people, Kid. Ladies, elderly peoples ...
- Assist the Guest to pull out the chair, use one of knees to push the chair
back in carefully once the Guest is seated.
Leave the table

- Smile because you really mean it.
- Wish the guest enjoy with their meal.
2.22 Seating Guest

Business Objective
To create a feeling of warm and caring service.
General Policy
1. Staff is to know where the table is and the server is to pull the chair for
the ladies first the host last
2. To make the guest feel warm and welcome.
3. Guest are always escorted only to fully prepared tables
4. Elderly or physically challenged persons may wish to be seated near the
entrance of the room, loud parties should be seated in the corners
5. Single guest will be offered reading materials.
Procedure details
1. Seating of completed party: Managers seats all notable and special guest.
Completed party are seated within 2 minute of arrival
2. Escort the guest to the assigned table: Take the shortest route.
"Sir/Madam, right this way, please!" Thank you. Never point, always show
them to the table Guest are seated according to their preference and special
request.
3. Lead the way by walking only a few steps in front:
- Walk no more than 3 feet ahead of guests when escorting them to their
table.
- Walk at a moderate pace, not rushed.
- Host person is to turn around to ensure guests are following them.
4. Show guest their table by pulling out a chair:
- Server should always be at the station, ready to greet guest.
- The host / hostess will help the ladies to be seated first, ensure that the
station waiter will come forward to help.
5. Seat ladies first and assist them with their chair:
- Pull chairs with a smile on your face.
- Pull the chair to leave just enough space for guest to enter.
- Ladies first and host last
6. Push the chair in when guest is about to sit down: Wish guest to enjoy
their meal.
7. Pass the guest recall card to station waiter discreetly: Make sure to
communicate all guest related information.
2.23 Presentation & Introducing menu
Business Objective
To ensure guest is to receive the best presentation of our menu and at the
same time brief introduction is given in order for guest to understand our
menu concept as well as maximize their choice and options. Suggestive
selling will also take place under a comfortable yet refine ambience
General Policy
1. Prepare menu according to number of guest
2. Present the menu (ladies first). Approach the guest from the right side,
present the menu to ladies first, then gentlemen and the host last, by saying:
"Here is the menu, Sir / Madam "
3. Give brief explanation to guest of its menu concept and food style
introduction should also cover personal favors and Chef Recommendations.
Suggestive selling is base on guest preferences and wishes. Daily special is
also introduce at the time and it should mention to guest items are change
daily
4. After presenting the menu, step back but at the same time keep proper
distance, give the guests time to read the menu. Pay attention to guest
gesture and eyes contacts, Take the order when guest signal ready.
Exception is made if guest wants to order straight away.
5 Be prepared to provide information about the specifics of the food:
vegetarian, Muslim
6. Be sincere with any special request or guest wishes.
In fact, staff at Aura Beach Club always update information daily.

Because Aura is a restaurant specializing in drinks, cocktails, wine... rather
than food. So all stock status of wine, syrup, concoction always affects the
menu, and staff should always check the availability of ingredients. Aim to
understand clearly which dishes or drinks will not be sold today due to lack
of ingredients.
2.24 How to unfold & place a napkin
Business Objective
To ensure highly professional of Movenpick Resort service
General Policy
1. Each guest in the restaurant is greeted and napkin from the tables is place
on their lap once they have been seated.
2. Napkins are opened to triangle across guest lap and land across guest's
lap.
3. Any napkins, which fall on the floor or anytime during guest's meal, is
removed by service staff and replaced with the clean one
4. Anytime the guest leaves the table during the meal the napkin put must
be placed on the right side of the table in a triangle shape.
5. Place napkin on guest's lap gently.
6. Do not touch guest unnecessary
Procedure details
1. Approach the guest by one from the right side by saying, "Excuse me
Sir/Madam".
2. Take the napkin in front of the guest from the table with right hand,
holding one edge of the napkin only.
3. Take the other edge of the napkin with left hand and pull to unfold the
napkin. Avoid touching the napkin too much for hygienic reason
4. Take two opposite corners of the napkin between your fingertips
allowing the napkin fall in triangle.
5. Excuse yourself to the guest again and place the napkin on the lap with
the top of triangle pointing to the table and the wide covering the clothes on
the lap.
In practice, ordering napkins for guests is rarely done at Aura, because

napkins will be wrapped around the cutlery into rolls, and only unfolded
when serving dishes, so ordering napkins for guests is almost unnecessary.
Ordering napkins for guests can only be done when guests book the
Romantic Diner package and serve as five dining.
2.25 Guest Departure Biddle Farewell
Business Objective
To ensure Third Step of Service: "Fond Farewell. Give a warm good -
bye and use the guest name"
General Policy
1. Ensure that all guests will receive a fond farewell
2. When the guest has paid the bill and prepares to leave the restaurant, the
waiter should stand nearby. She/he shall pull back the chair of the guest and
help her / him whenever necessary
3. Accompany the guest to the entrance of the restaurant, thank her / him
for having had her / his (name of meal) with us and tell her / him that we
are looking forward to welcoming her / him hack
4. Always be near guest area, therefore you can pull the chair for them.
5. Maintain eye contact
6. Maintain good posture
7. Keep a big smile
Procedure details
1. Assist guest by pulling out chair
a. When guest is departing from the table, we should move the chair to
ease standing up.
b. Help the guest with their clothes if any
2. Check the belonging of guests, remind the guests if anything left behind
3. Escort guest to the exit
4. Check for guest satisfaction
a. Sir / Madam, How are you enjoying your meal today!
b. Take down guest comments if any
5. Farewell conversation
a. We hope to see you again
b. Goodbye
c. Good night
d. Have a nice day.
e. Mention about next promotion or smile to the quest
2.26 Taking Food Order
Business Objective
To ensure that orders are taken and written down correctly so the kitchen
& bar are able to make the correct order in an efficient manner.
General Policy
To understand and able to take guest's food order professionally; use
proper and appropriate suggestive selling skills to maximize revenue and
guest satisfaction.
Procedure details
1. When the guests have closed their menu or finished reading the menu,
Captain should learn that guest is ready to make an order. (Guest shouldn't
have to call or wave in order to receive attention, Captain is to feel guest by
gesture and eye contact)
2. Greet the guest immediately with smile with guest last name and at the
same time maintaining eyes contact.
3. Orders are taken down with table number and position numbers after
each item ordered.
4. Orders to contain server initial, table number and number of guest.
5. Table number is also written at the top of the check.
6. Write clearly, legibly and use standard food specifications abbreviations
7. All important questions should be asked, etc. "How would you like ...
Sir/Madam, Mr./Mrs." or "Would you care for ..... ? How about.? "
8. All special orders must be clarified with the chef, do not promise guest
for any special if you are not sure if the preparation is possible or available
9. Never interrupt guest while guest having conversation.
10. Ladies order is taken first, host last.
11. Chef's suggestion should be offered in varieties
12. All Movenpick staff are knowledgeable with food items, style, concept,
preparation procedure
13. If the guest is ready to order. Listen carefully and write down guest's
order on captain's pad. Check carefully before entering items into MICROS,
See details SOP for inputting.
14. Take ladies order first
15. If the guest is not ready to order. Give the guest the suggestion and
special of the day by saying " Would you like to try our special of the day?
"
16. Take the guest's order and write them down by position number, in
order:
a. Write down the table number, your initials and number of guest on
each order.
b. Orders written neatly by quantities before and the position numbers
after each items.
c. All female position numbers are circle on the order pad.
d. Place and "H" next to the host position.
e. Each course is separated by a course line
17. Suggest the appropriate accompaniments for the chosen dishes as
defined during the preceding briefing
18. Write the order in the correct position number
a. Refer to the room diagram to identity which chair is position
b. Each seat going clockwise, position
19. Identify those guests who are not having a course by writing "no starter"
or "no main course" on the ticket for the appropriate position number
20. Lister the order in the MICROS terminal
a. Order will be printed in the kitchen and at the bar counter, Punching in
the correct order is important as mistakes cause delay and guest
disappointment.
b. Where no on line system is available, pass one copy of the Captain
Order to the kitchen and one to the cashier
2.27 Taking Beverage & Aperitif order
Business Objective
To ensure that all the guest will be offered apéritif and beverage selection
General Policy
1. Always serve ladies first. If there are young adults in the party, server is
to take their order first
2. Listen carefully and take order form guest
3. Repeat order to each guest clearly and slowly
Procedure details
1. Offer to serve beverages when guest arrives at the table
2. Mineral water will be proposed as well, Sparkling or non - Sparkling will
be offered
3. Introduce daily special and signature menu items clearly and slowly to
guest
4. Propose cocktail, aperitif, wine for guest
5. Ask for preference, etc.: Martini straight up or on the rocks / Vodka or
Gin, brand of liquor, lemon or in water or soft drinks?
2.28 How to take wine order
Business Objective
To ensure that we will be always able to provide advice and care to the
guest
General Policy
1. Sold out wines shall not appear on the wine list. If wine is no longer
available on same day, supervisor shall inform guest that this particular
wine has just been sold out.
2. Beverage Manager to update wine list according to availability within 24
hours.
Procedure details
1. Present the wine list. Approach the guest, or host if applicable, from the
right side and present her / him the wine list with your right hand.
2. Present wine list to guest by saying: "Excuse me, Mr./Mrs./Miss/Sir/
Madam here is our wine list "
3. Present wine list opened to guest (host)
4. Introduce wine list system (wine of the country, year / month, wine by
the glass, some popular bottled wines)
5. Allow guest some time to select
6. Stand by and observe guest's table
7. When guest has selected approach guest table
8. Take order and ask: "Excuse me, may I take your wine order now? "
9. If guest ask questions, ensure to have sufficient wine knowledge to
respond professionally
10. Use professional wine terminology
11. Take wine order
12. Say: " Thank you! "
13. Write order onto captain order (also state number of guests) and key the
order in the Micros immediately
14. Inform the bartender and give captain order to server in charge of this
section
2.29 Receiving, Storing, Issuing & Ordering of wines
Business Objective
To enable an efficient flow of receiving, storing, issuing and ordering of
wines
General Policy
All beverage staff will follow this process to ensure an efficient flow of
receiving, storing, issuing and ordering of wines
Procedure details
1 All wines received will be directed to the store where the Storekeeper will
check on the vintage or any variances and inform of the Beverage
department immediately.
2. Storage of white wines in the chiller (10 ° -13 ° C) and red wines (16-
18°C) in the Store. Wine will be arranged according to the daily inventory
of the outlet bars while the Store will follow the month end inventory.
3. Issuing of wines will be done by the storekeeper using a separate
requisition which the bartender have to write the name of the wine, the
vintage and the code number. All wines issued must be tally and if there are
any variances the wine shall not leave the store and the storekeeper will
inform the Beverage department immediately.
4. Ordering of wines will be done by the closing shift bartender where
accompanied by sales form. All wines are requisite on a bottle to bottle
basis except for house wines. Names and vintages should be correct when
ordering wines. Store will under wines from the suppliers with the cu -
ordination of the Beverage department to minimize over storage of wines.
2.30 How to serve beverage

Business Objective
To understand how to serve beverages with glass, garnish utensils. In
correct, efficient sufficient and proper manner to exceed guest satisfaction.
General Policy
1. Always begin with the ladies first. End the hostess.
2. Serve from the right.
3. No partial, ask for assistance when necessary.
4. Place all glasses & bottles service on the coaster when not clothed table
5. Always serve with fresh glasses and fresh garnishes.
Procedure details
1. Make sure all beverages / cocktails are ready in bar and take the
necessary coasters
2. Place the leather master when you serve the beverages / cocktail on the
table.
3. Serve all mixed drinks with stirrer on the B & B plate
4. Serve all beverages / cocktails at the same time
5. Serve beverage by following beverage specifications / mode of service.
6. Bottle beverage should always serve with the label facing to guest.
In fact, service staff should pay attention to support if customers have

requests for more sugar or other requirements. When serving bottled or
canned drinks such as soft drinks, beer, mineral water, etc., we should ask
customers if they need to open and pour into the glass.
2.31 How to serve ice water
Business Objective
To maximize guests satisfaction
General Policy
1. As a standard, offer automatic water refill whenever glass reaches 1/3 or
less of its level.
2. Every guest in restaurant is served with a glass of ice water except guest
has ordered bottle water
3. Do not splash or spill when pouring ice water into glass
4. Always put lemon pieces into ice water jug
Procedure details
1. Inform bartender to prepare jug of ice water with requested number of ice
water
2. Receive ice water, and ice lemon water jug (and other beverages if
ordered)
3. Prepare one beverage coaster per drink and place unto service tray
4. Approach guest's table and say: “Excuse me, please, your ice - water Sir /
Madame or Mr./Mrs./Miss”
5. Place coaster on table, place water glass on coaster place other drinks on
the table if it ordered
6. Place jug back to the service station
7. Place service cloth beneath the jug to absorb condensation
In fact, at Aura does not serve free water. Complimentary cold water is
only available when dining at The Islander main house. At Aura Beach
Club, water is only served by order. Customers can order a bottle of mineral
water or a bottle of carbonated mineral water. However, ice is served free of
charge if requested by guests, in addition, in some cases warm or hot water
will still be served free of charge at the request of guests such as: mixing
baby milk, taking medicine...
2.32 How to serve beer
Business Objective
- To assure smooth service and balanced service.
- To make sure that our staff will be able to avoid any breakage or spilling
General Policy
Beer has to be served cold
Procedure details
- When the guests would like to drink a beer, take order beer, ask if he
would like a draft or bottle beer.
2. Presents the brands of the beer that be will choose ex. "from bottle beer I
would suggest..."
3. Input the order into Micros
4. Put on the following stuffs, tit bits, napkin, beer glass and opened bottle
of beer, make sure the glass is clean and without any chips on it.
5. Put the coaster, tit bits on the table and beer glass on the coaster. The
logo on the coasters.
6. Pour beer to the glass gently, till 80 % full.
7. Leave bottle on the 2 o'clock position of the beer glass if there is still
some beer. Make sure the label faces the guest.
8. Keep close eyes on guest table, when their beer finished, take the empty
bottle away from the right side of guest on the table, say: "Excuse me,
Mr./Mrs./Miss, May I take the empty bottle away? "
In fact, Aura will only serve draft and canned beer. Some customers will
ask to let them open on their own, so ask before opening beer for guests.
Beer and wine served at the Aura both come with complimentary roasted
peanuts. This increases customer satisfaction when they enjoy beer here.
2.33 How to serve soft drink
Business Objective
To ensure beverages are served in a consistent manner
General Policy
- Ensure beverages are served in the right glass all the time
- Ensure the right beverage quantity is served
Procedure details
1. To have high ball glass on hand, and ensure the glass is clean & in good
condition.
2. Scoop 6 pieces ice cubes into glass with the exception of Mineral Water
3. Add garnishes as per standard or guest's requirement
4. Soft drink cans are never taken into the guest area. All the soft drinks
must be served from the craft. In case if the guest will like to see the can
make sure you will remember which one was used
5. Server take order from guest, input the order into Micros
6. Bartender takes chilled soft drink can from the fridge and open it inside
the bar, pour the soft drink into the craft. Add half slice of lemon into the
drink
7. Server get the soft drink from the bar, place two coasters (per soft drink
order), cocktail napkin, straw on B & B plate and the high hall glass on the
service tray
8. Carry the service tray to guest table
9. Put the B & B plate on left side of guest on the table, one coaster on the
right side of guest on the table, the other coaster on the right top side 2
o'clock position of the first coaster on the table
10. Put the glass gently on the first coaster.
11. Pour the soft drink into the glass until glass is full
12. Put the craft back to the table on the top of second coaster
13. Ask guest enjoy their drink
14. Make sure that during service you will refill the glass
2.34 How to serve Whisky
Business Objective
- Ensure beverages are served in a consistent manner
- It is important that our Ladies and Gentleman will be aware of the
whisky classification, different brands and will be able to provide detail
introduction to the different brands
General Policy
- Only clean linen will be used in any F&B Outlet
- Linen with holes or frayed edges is not to be placed on any table in any
F&B Outlet
Procedure details
1. To have rock glass on hand, and ensure the glass is clean & in good
condition.
2. Scoop 4 pieces ice cubes if guest requests on the rocks (Ask the guest
while taking the order)
3. Pour whisky into glass. (If guest requests on the rocks, pour whisky into
glass over the ice cubes from the bottle / jigger)
4. Server get the whiskey from the bar and place coaster, whiskey, cocktail
napkin and tit bits on the service tray
5. Carry the tray to guest table
6. Place the tit bits on the front of guest on the table
7. Put the cocktail napkin on the left side of the guest on the table, the
coaster on the right side of guest on the table, logo face towards guest, put
the whiskey on the top of the coaster
8. Make sure no to touch the glass over the bottom
9. Serving whisky you should say: "Excuse me here is your whisky
Sir/Madame. Please enjoy."
- When Served: before the meal, after the meal
- Glass Ware: Rock glass Collins
- Served: Straight, on the rock, with water, with mixers
- Preparation
+ Straight: Whiskey glass
+ On the rock: Whiskey glass 4 pcs ice.
+ With mixer: collins + 4 pcs ice stirrer mixers
2.35 How to serve Brandy
Business Objective
- When Served: after the meal
- Glass Ware: brandy sniffer
- Served: straight up
- Preparation: brandy snifter glass of ice water
- Our Ladies and Gentlemen need to be able to know the differences
between brandies and cognacs as well as they need to be able to
recognize their bottles
General Policy
Ensure beverages are served in a consistent manner
Procedure details
1. To have Brandy glass (straight up) or rock glass (on the rocks) on hand,
and ensure the glass is clean & in good condition
2. Scoop 4 pieces ice cubes into rock glass if guest requests on the rocks
(Ask the guest while taking the order)
3. Pour brandy into glass (if guest requests on the rocks, pour brandy into
rock glass over the ice cubes from the ligger)
4. Server get the brandy from the bar and place coaster, whiskey, cocktail
6. Place the tit bits on the front of guest on the table
7. Put the cocktail napkin on the left side of the guest on the table, the
coaster on the right side of guest on the table, logo face towards guest, put
the brandy on the top of the coaster
8. Make sure no to touch the glass over the bottom.
9. Pour a high ball glass of iced water to be served with brandy straight
together
2.36 How to serve Cognac
Business Objective
To understand and be able to do pouring cognac to the guest in a proper
manner to exceed guests expectation
General Policy
1. Serve glass on a cleaning tray
2. No spills, no splash
3. Pour cognac to approximately 1 oz (30 ml)
Procedure details
- Take a clean and polished cognac glass
- Pour a desired amount (with use of jigger)
- Make sure not to spill
- Server get the cognac from the bar and place coaster, cognac, cocktail
- Carry the tray to guest table
- Place the tit bits on the front of guest on the table
- Put the cocktail napkin on the left side of the guest on the table, the
coaster on the right side of guest on the table, logo face towards guest,
put the cognac on the top of the coaster
- Make sure no to touch the glass over the bottom
- Please the guest with following verbiage "Enjoy your cognac,
madam/sir"
2.37 How to serve Vodka
Business Objective
To ensure that our Ladies and Gentlemen will be able to serve and
recommend different types of the Vodka.
General Policy
- When Served: before the meal, after the meal

- Glass Ware: Shot glass, Rock glass Collins
- Served: Straight, on the rock, with mixers
- Preparation
+ Straight: Whiskey glass
+ On the rock: Whiskey glass 4 pcs ice.
+ With mixer: collins + 4 pcs ice half slice of lemon stirrer + mixers
Procedure details
1. Take a clean and polished glass
2. Pour a desired amount (with use of jigger)
3. Make sure not to spill
4. Server get the vodka from the bar and place coaster (two coasters per
drink if mixed vodka is ordered), vodka, cocktail napkin, tit bits, straw and
stirrer on the B&B plate (if mixed vodka is ordered), a glass of juice or soft
drink according to guest's order (if mixed vodka is ordered) on the service
tray
6. Place the tit bits on the front of guest on the table.
7. Put the cocktail napkin on the left side of the guest on the table the
coaster on the right side of guest on the table, logo facing towards guest
8. Put the vodka on the top of the coaster, if mixed vodka is ordered, put the
other coaster on 2 o'clock position of the first coaster, and then place the
juice or soft drink glass on the coaster
9. Say: "Excuse me, Mr./Mrs./Miss / Sir / Madam, How would you like the
(soft drink or juice's name) in your Vodka "
10. According to guest need, pour the soft drink or juice into the vodka
glass gently.
11. Make sure no to touch the glass over the bottom.
12. Please the guest with following verbiage "Enjoy your Vodka,
madam/sir"
13. Refer to beverage specification service VODKA is a spirit distilled from
grains, like rye, wheat, sometimes potatoes. It is produced in Russia,
Finland, Poland, Mongolia and China. Vodka does not have much aroma
because they are filtered through charcoal Vodka must be served very cold,
straight or mixed with Soda water, Tonic water, Coke.
2.38 How to serve Gin
Business Objective
recommend different types of the Gin
General Policy
- When Served: Before the meal, after the meal
- Glass Ware: Shot glass, Rock glass Collins
- Served: Straight, on the rock, with mixers
- Preparation
+ Straight: rock glass & haft slice of lemon
+ On the rock: Whiskey glass 4 pcs ice
+ With mixer: collins + 4 pcs ice half slice of lemon stirrer + mixers
Procedure details
Regarding guest request follow the mixed drinks service procedure, Gin and
Tonic procedure or rock glass service
- When guest order gin straight up, bartender pour gin into the glass
gently from the jigger
- When guest order gin on the rock scoop 4 piece Ice cubes into rock
glass, then pour the gin gently over the ice cubes from jigger
- When guest order gin with mixers: scoop 4 pieces of ice cubes into the
high ball glass / Collins glass, and pour the mixers according to guest
order into the craft
- Add half piece of lemon into the gin
- Add garnishes as per standard or guest's requirement
- Server get the drink from the bar, place tit bits, coasters (two coasters
per mix drink order), cocktail napkin, straw and stirrer on B&B plate
and the drink, the craft with mixer (if mixed drink is ordered) on the
service tray
- Carry the service tray to guest table
- Put the tit bits in the front of guest on the table
- Put the B & B plate on left side of guest on the table, one coaster on the
right side of guest on the table, the other coaster on the right top side 2
o'clock position of the first coaster on the table (if mixed drink is
ordered)
- Put the glass with gin inside gently on the first coaster
- if mixed drink is ordered
+ Server needs to ask: "Excuse me, how would you like your (the mixer)
be poured?"
+ Pour the mixer drink into the gin glass according to guest's request
+ Server put the craft back to the second coaster Use stirrer mix the
drink well for the guest
+ Say: Mr./Mrs./Miss / Sir / Madam, here is your gin and (something),
please enjoy it
- Make sure that during service you will refill the glass, don't touch the
top of the glass, always use your finger hold the bottom of the glass
2.39 How to serve Liqueurs
Business Objective
recommend different types of liqueurs
- When Served: After the meal

- Glass Ware: Rock glass, Cordial
- Served: Straight up, on the rock, cocktails
- Preparation
+ Straight: cordial glass
+ On the rock: Rock glass 4 pcs ice
Procedure details
1. Take a clean and polished glass
2. Pour a desired amount (with use of jigger)
3. Make sure not to spill.
4. Prepare a tray with tit bits. cocktail napkin, coaster and drink
5. Bring tray to guest table.
6. Place tit bits in the front of guest on the table
7. Place cocktail napkin on the left side of guest on the table
8. Place coaster with cognac glass on top on the right side of guest on the
table
9. Please the guest with following verbiage: " Enjoy your (name of liqueur),
madam / sir "
10. Refer to beverage specification service
Always ask guest, if they like with or without ice.
- Served without ice, use cognac (brandy sniffer) glass
- Served with ice, use rock glass.
2.40 How to serve Tequila
Business Objective
To ensure that our ladies and Gentlemen will be able to serve and
recommend different types of the Tequila.
General Policy
- When Served: Before the meal
- Glass Ware: Shot glass, Rock glass, Collins Straight
- Served: Straight up, on the rock, cocktails
- Preparation
+ Straight: Shot glass + a salt shaker +2 pieces lemon wedge on BB
plate
+ On the rock: Rock glass + 4 pcs ice + half slice of lemon On the rock
+ Cocktail: Cocktail glass, Margarita glass.
Procedure details
When guest order straight Tequila
1. Bartender pours Tequila into shot glass with using of jigger
2. Server prepare coaster, salt shaker, 2 pieces lemon wedge on B&B plate,
tit bits and cocktail napkin on tray
5. Place the cocktail napkin on left side of guest on the table, place coaster
with tequila rock glass on the table on the right side of guest on the table,
Say: "Excuse me, Mr./Mrs/Miss/ Sir / Madam, here is your tequila, enjoy
your drink"
When guest order tequila on the rock:

1. Bartender put 4 pcs ice cubes in the rock glass
2. Place cocktail napkin, tit bits, coaster and tequila drink on the service
tray 3. Carry the tray to guest table
with tequila rock glass on the table on the right side of guest on the table,
Say "Excuse me, Mr./Mrs./Miss/ Sir / Madam, here is your tequila, enjoy
your drink "
2.41 How to serve Rum
Business Objective
recommend different types of the rum
General Policy
General Policy
- When Served: Before the meal, after meal
- Glass Ware: Rock glass, Collins
- Served: Straight up, on the rock, with mixers, cocktail
- Preparation
+ Straight: Rock glass half slice of lemon
+ On the rock: Rock glass 4 pcs ice & half slice of lemon
+ Mixer: Collins 4 pcs ice & half slice of lemon stirrer & mixers
+ Cocktail: Cocktail glass
Procedure details
When guest order straight rum:
1. Bartender pours run into rock glass with the using of ligger
2. Server prepare coaster, 1 piece of slice lemon on B&B plate, tit hits and
cocktail napkin on service tray
with rock glass on the table on the right side of guest on the table.
6. Say: "Excuse me, Mr./Mrs./Miss / Sir / Madam, here is your rum, enjoy
your drink
When guest order rum on the rock:

2. Pour rum into rock glass from the jigger
3. Place cocktail napkin, tit bits, coaster and rum on the service tray
4. Carry the tray to guest table Place tit bits in the front of guest on the table
6. Say: "Excuse me Mr / Mrs / Miss/ Sir / Madam, here is your rum, enjoy
your drink".
2.42 How to serve Sherry
Business Objective
recommend different types of the Sherry
General Policy
- When Served: Before the meal
- Glass Ware: Rock glass, Sherry Glass
- Served: Straight up, on the rock
- Preparation
+ Neat sherry glass - 45 ml sherry
+ On the rock: rock glass + 4 pcs ice- 45 ml sherry
Procedure details
When guest order straight sherry

1. Bartender pours sherry into sherry glass with using of jigger
2. Server prepare coaster, sherry tit bits and cocktail napkin on the tray
3. Place cocktail napkin, tit bits, coaster and sherry drink on the service tray
with sherry rock glass on the table on the right side of guest on the table
7. Say: Excuse me, Mr / Mrs. / Miss / Sir / Madam, here is your sherry,
enjoy your drink.
When guest order sherry on the rock

2. Pour sherry into rock glass from the jigger
3. Place cocktail napkin, tit bits, coaster and sherry drink on the service tray
with sherry rock glass on the table on the right side of guest on the tablet
7. Say: " Excuse me, Mr / Mrs / Miss / Sir / Madam, here is your sherry,
enjoy your drink "
In fact, Aura barely serves sherry. The reason is because this wine is very
few people drink it. Sherry is only served when a customer orders a few
days in advance.
2.43 How to serve Port
Business Objective
recommend different types of the Port
General Policy
- When Served: After the meal
- Glass Ware: Port wine Glass
- Served: Neat
- Preparation
+ Neat: Port wine glass + 45 ml port wine
Procedure details
1. Bartender pours port into port wine glass with using of jigger
2. Server prepare coaster, port wine glass, tit bits and cocktail napkin on the
tray
4. Place tit bits in the front of guest on the table.
6. Say: Excuse me, Mr./Mrs./Miss, Sir/Madam, here is your port, enjoy
your drink
Like sherry, Port wine is also not on Aura's list of served wines. Most of
the remaining Port wines are inventory from previous imports. Customers
hardly order this wine. Port wine is only served when customers book in
advance.
2.44 How to serve regular coffee
Business Objective
To understand and able to serve a coffee to the guest in a proper manner
to exceed guests expectation.
General Policy
- Ensure the Port filter is clean before use and after use
- Ensure guest get the type of milk and cream they preferred
- Always recommend pastry to guest when they order coffee
Procedure details
1. Heat up coffee cups with hot water
2. Put small/large measure amount of coffee in the coffee portafilter
according to the guest's order
3. Put the portafilter on coffee machine firmly
4. Place coffee cup underneath the coffee portafilter
5. Press the certain button start to brew the coffee
6. Put the coffee cup, and spoon on the saucer place the cup handle and
spoon on 4 o'clock position
7. Put the cookies and desert spoon on the desert plate, spoon on 4 o'clock
position
8. Prepare milk/cream jar and sugar bowl (be aware of the type of milk that
guest prefered)
9. Put milk/cream jar, sugar bowl, coffee cup, napkin and desert plate on the
small rectangle tray
10. Serve from right side of the guest
11. Place the napkin on the left side of the guest, coffee on the right side of
the guest, milk. jug & sugar bowl in the middle of the table
12. Before leaving the guest table. Say: "please enjoy your coffee" with a
smile
13. After the guest has finished her/his dessert, the waiter will remove the
remaining plates and cutlery.
2.45 How to serve Expresso
Business Objective
To understand and be able to serve an espresso to the guest in a proper
manner to exceed guest expectation
General Policy
1. Serve hot
2. White / brown / diet sugar substitutes is served
3. A biscotti or other is served
Procedure details
1. Heat up espresso cups with hot water
2. Put small / large measure amount of coffee in the coffee portafilter
according to the guest's order
3. Put the portafilter on coffee machine firmly
4. Place espresso cup underneath the coffee portafilter
5 Press the single espresso / double espresso button start to brew the coffee
6. Put the espresso cup, and spoon on the saucer. Place the cup handle and
position
8. Prepare milk / cream jar and sugar bowl (be aware of the type of milk
that guest prefered)
9. Put milk / cream jar, sugar bowl, coffee cup, napkin and desert plate on
the small rectangle tray
11. Before leaving the guest table. Say: “please enjoy your Espresso” with
a smile
12. After the guest has finished her/his dessert, server will remove the
remaining plates and cutlery
2.46 How to serve cappuccino
Business Objective
To understand and be able to do serving Cappuccino to the guest in a
proper manner to exceed guests expectation.
General Policy
1. Serve hot with constant foarm and chocolate flakes on top of the foam
2. White/brown sugar/sugar substitutes is served
3. A biscotti or other is served
Procedure details
1. Heat up cappuccino cups with hot water
2. Get coffee powder from coffee bean machine, ensure the coffee powder
cover coffee portafilter, put the portafilter an coffee machine firmly
3. Place cappuccino cup underneath the coffee portafilter.
4. Press the cappuccino button start to brew the coffee
5. Pour certain amount of milk into steel container, warm the milk from the
heater of the coffee machine. circumgyrate the container to make the milk
foam
6. Put the coffee cup, and spoon on the saucer. Place the cup handle and
7. Use tea spoon scrap the milk foam into the cappuccino cup and pour a
little bit hot milk into the coffee
8. Add cinnamon or vanilla on the top of cappuccino according to guest's
preference
position
10. Prepare milk/cream jar and sugar bowl (be aware of the type of milk
that guest prefered)
11. Put milk/cream jar, sugar bowl, cappuccino cup, napkin and desert plate
on the small rectangle tray
13. Before leaving the guest table. Say: "please enjoy your cappuccino"
with a smile
2.47 How to serve cafe latte
Business Objective
To understand and be able to do serving Café Latte to the guest in a
proper manner to exceed guests expectation.
General Policy
1. Serve hot with constant foam
2. White / brown sugar / sugar substitutes is served
3. A biscotti or other is served.
Procedure details
1. Heat up coffee latte cups with hot water.
2. Get coffee powder from coffee bean machine, ensure the coffee powder
cover coffee portafilter. put the portafilter on coffee machine firmly.
3. Place coffee latte cup underneath the coffee portafilter.
4. Press the latte button start to brew the coffee.
5. Pour certain amount of milk into steel container, warm the milk from the
heater of the coffee machine, circumgyrate the container to warm the milk
without too much foam.
6. Put the coffee latte cup, and spoon on the saucer place the cup handle and
spoon on 4 o'clock position.
7. Pour 1/3 coffee cup of hot milk into the coffee. Use tea spoon scrap a
little bit milk foam into the coffee latte cup.
8. Add cinnamon or vanilla on the top of coffee latte according to guest's
preference.
position.
10. Prepare milk/cream jar and sugar bowl (be aware of the type of milk
that guest preferred).
11. Put milk / cream jar, sugar bowl, coffee latte cup, napkin and desert
plate on the small rectangle tray.
12. Serve from right side of the guest.
13. Before leaving the guest table. Say: "please enjoy your coffee Latte "
with a smile.
2.48 How to serve Sparkling Wine.
Business Objective
Ensure champagne is serve chilled and open properly
General Policy
1. Champagne bottle is put into wine cooler fill with 1/2 ice cubes and just
little bit water.
2. Use service napkin when open champagne. Never use the champagne top
point to guest or anybody include yourself
3. Present the champagne with gentle.
4 Second bottle of selected champagne should always be presented to the
host.
5. Fresh champagne glass is used for every new or additional bottle
champagne selected (Host only).
6. Should the champagne be flat or spoilt, replace with same vintage or non
- vintage or guest may choose another brand from the list.
7. Handle gently, do not shake the bottle
8. Wipe out the lip of the bottle after each pour
9. Champagne glasses should always be chilled and clean
Procedure details
1. Ensure that the correct and chilled champagne glasses are placed on the
table.
2. Champagne flute should be used for champagne.
3. It should be held by the base.
4. Champagne glass should be positioned in front of the guest to the side.
5. Collect the bottle of champagne that has been ordered.
6. When collecting the champagne, check.
a. The name and vintage to ensure it corresponds with what the guest has
ordered.
b. Label is not ripped
c. Bottle is clean
d. Temperature is chilled
7. Place the bottle champagne into a wine cooler with stand which must he
half full with ice and a little bit cold water.
8. Place a waiter's cloth neatly over the top of the wine cooler. Waiter's
napkins should he folded in half, then half again lengthways and placed
over the wine cooler
9. Ensure that your service napkin is clean and pressed not scrunch
10. Carry the wine cooler and stand to the guest's table.
11. Wine cooler and stand should be placed right hand side of the host on
the table, except where inconvenient then to left hand side of host.
12. Remove the bottle from the wine cooler using the right hand. Use
napkin dry the bottle to avoid any water drop down.
13. Present the bottle to the guest on the folded napkin in the left hand with
the label facing the quest.
14. Present the bottle
a. When presenting the bottle of champagne, say: Name of bottle
"Your bottle of Roederer Rosés 2012 Sir/Madam"
b. All wines presented from guest right hand
c. Place the bottle into wine cooler gently and angled opposite the table
(cork can come out vigorously and be dangerous)
15. Holding the neck of the bottle in the left hand remove the foil which
covers the cork and the win clasp to a line just below the neck of the bottle
16. Remove foil carefully
17. To a line just below the neck of the bottle should be removed from the
neck of the bottle
18. Continue holding the neck of the bottle in the left hand with the thumb
applying pressure to the of cork. Loosen wire clasp with the right hand.
a. Left thumb should be placed on the top of the cork to avoid the cork
exploding
b. Loosen the clasp with right hand.
19. Taking not to point the bottle towards any body take the wire capsule
off gently, releasing the thumb for the minimal amount of time. Once the
capsule is taken off place the left hand over the Top of the cork.
20. When opening the bottle should be pointed away from guests
21. Wire capsule should be taken off quickly and release thumb and then
placing left hand on the cork.
22. Holding the bottle firmly in the left hand and with the right hand placed
over the cork slowly twist the bottle with the right hand to loosen the cork
taking care not to top the cork.
23. To loose the cork. Twisting bottle with the right hand, holding cork with
the left hand.
24. When opening the cork, we should take extra care not to pop the cork.
25. Once the cork is nearly fully extracted, angle the bottle to allow for the
gas to escape and so that the champagne doesn't spill out of the bottle.
26. Cork should be finally extracted by holding the bottle on an angle.
27. Pour the champagne for guest, follow clockwise, lady first and
gentleman, the last will be the host.
28. Make sure pour the champagne even to every guest, ensure everybody
on the table has same amount of champagne.
29. After finishing the first round, if there is left over, place the champagne
bottle back to the cooler 45 degree angle with label facing host
30. Say: " please enjoy your champagne! "
2.49 How to serve wine glass
Business Objective
To provide smooth and professional service of wine.
General Policy
1. Handle gently, never shake the bottle
2. Serve ladies first and host the last
3. Wipe out the lip of the bottle after each pour
4. The host can see the label of wine
5. Serve from the right
6. Present the wine with gentle
7. De not shake the bottle
Procedure details
1. Ensure correct glasses are placed on the top of the coasters on the table.
2. Collect the bottle of wine that has been ordered
When collecting the wine, we should check Name & vintage to ensure
that it corresponds with what the guest has ordered
- Check if Label is not ripped
- Bottle is clean
3. Present the bottle in full name from the right hand side
4. The label is positioned uppermost with a service cloth supporting the
base of the bottle to the guest and say, "Mr / Mrs / Ms / Sir / Madam, this is
the wine ordered, may I pour it now".
5. The service cloth is folded into a pad and placed along the palm of the
right hand, the end of which is free to fold around the bottom of the wine
bottle.
6. Give a taste of wine to the host. Pour only as small amount (just cover
the center bottom of the glass) of wine into the glass for this purpose, from
the right hand side
7. When pouring the wine, you should ensure: Bottle firmly held. Label
facing customer. Neck of bottle doesn't touch glass and dry the mouth of the
battle before leaving the drip drop.
8. Wait for the host's sign that it is to his satisfaction
9. The host normally indicates the wine is to his satisfaction by that He will
say so. Nod / acknowledge
10. Serve ladies first, then gentlemen and host last, always commencing
from the host's right & progressing anti – clockwise.
11. Fill glasses half full Twist the bottle as you finish pouring - ½ twist
clockwise, then wipe as previously mentioned.
12. After wine pour service, server bring the wine bottle back to the bar.
2.50 How to Red Wine by bottle
Business Objective
To provide smooth and professional service of wine
General Policy
1. Ensure correct glasses are placed on the table

a. Red wine glass should be used for red wine, it is bigger than white
wine glass, style varies depending on outlet.
b. For some special red wines we are using special glassware.
a. When collecting the wine, we should check: Name & vintage to ensure
that it corresponds with what the guest has ordered.
b. Check if Label is not ripped
c. Bottle is clean
3. Present the bottle in full name from the right hand side
4. The label is positioned uppermost with a service cloth supporting the
base of the bottle to the guest and say, " Mr./Mrs./Ms./Sir/Madam, this is
the wine you ordered, may I open it now? "
5. Holding the neck of the bottle with your hand firmly, angle the bottle and
cut the foil below it
6. The foil cut should be clean cut and below the lip on the neck of the
bottle
7. When inserting the corkscrew, we should hold the bottle firmly and by
the neck
8. Utilizing the level extract the cork slowly without popping it
9. Be careful not to break the cork
10. Slowly until 1/2 inch from the end of the cork take between finger and
thumb and extract gently ensuring not to pop the cork
11. Wipe the mouth of the bottle with the cork
12. Wipe the mouth of the bottle to remove the debris / sediment
bottle
14. Give a taste of wine to the host. Pour only just cover the center bottom
of wine glass from the right hand side
facing customer. Neck of bottle doesn't touch glass and dry the mouth of the
battle before leaving the drip drop
17. The host normally indicates the wine is to his satisfaction by that. He
will say so. Nod / acknowledge
from the host's right & progressing anti - clockwise.
19. Fill glasses even to ensure every guest on the table have same amount of
wine, if have less than four guests on the same table, pour glass of wine for
each guest.
20. Twist the bottle as you finish pouring - 1 / 2 twist clockwise, then wipe
as previously mentioned.
21. After the first round of the wine pour service, if there is still left over,
then put the wine bottle back to the wine holder with label facing the host
Leave the cork on the right side of the host.
22. After wine bottle is empty, take the wine and wine holder off from the
table, offer host another bottle of wine.
2.51 How to serve White and Rose Wine
Business Objective
To ensure white wine is served chilled and in the proper way.
General Policy
1. Wine bottle is inserted in wine cooler fill with ½ full ice cubes and a little
bit water.
2 Handle gently
3. Use service napkin when open white wine
4. Present the wine with gentle
5. Second bottle of selected wine should always be presented to the host
7. Do not shake the bottle
6. Fresh and chilled wine glass is used for new or additional bottle wine
selected (host only)
7. Never shake the bottle
8. Never take out and place the bottle onto the table when open.
9. Use silver saucer to place the cork
10. If the cork is broken try to open again but if the wine is soiled by the
cork bring a new bottle of the same wine and proceed with.
Procedure details
1. Ensure correct and chilled glasses are placed on the table
2. White wine glass should be used for white wine. It is smaller than red
wine glass. Its style varies depending on outlet.
4. When collecting the wine, we should check Name & vintage to ensure
that it corresponds with what the guest has ordered
5. Label is not ripped. Bottle is clean. Temperature is chilled properly
6. Place the bottle of wine into a wine cooler, which must be half full with
ice cube & cold water.
7. Carry the wine cooler and stand to guest's table
8. wine cooler & stand should be placed at right hand side of host, except
where inconvenient then to left hand side of host.
9. Remove the bottle from the wine cooler using right hand and wiping it
with your napkin held in your left hand.
10. Present the bottle on the folded napkin in the left hand with the label
facing the guest.
11. Present the bottle and say: "your bottle of Goats Do Roam Rose, SAF
Sir / Madam " - from guest right hand side.
12. Place the bottle into the wine cooler
13. Holding the neck of the bottle with your hand firmly, angles the bottle
and cut the foil below it.
14. The foil cut should be clean cut and below the lip on the neck of the
bottle.
15. When inserting the corkscrew, we should hold the bottle firmly and by
the neck.
16. Utilizing the level extract the cork slowly without popping it.
17. Be careful not to break the cork
18. Slowly until ½ inch from the end of the cork take between finger and
thumb and extract gently ensuring not to pop the cork.
19. Wipe the neck of the bottle with the wine napkin. We wipe the neck of
the bottle to remove the debris / sediment.
20. Raise bottle out of wine cooler and allow water to run off further drying
it with a napkin.
bottle.
22. Give a taste of wine to the host. Pour only as small amount of wine into
the glass for this purpose, from the right hand side carefully wiping the lip
of the bottle with a napkin after having done a half turn of the bottle.
23. Pour a taste of wine for host to tray to check. The wine is of good
quality. The temperature is correct.
facing customer. Neck of bottle doesn't touch glass.
26. The host normally indicates the wine is to his satisfaction by that He
will say so. Nod / acknowledge.
27. If host feel wine is not cool enough, he may ask you leave it on ice for a
little longer.
from the host's right & progressing anti – clockwise.
29. Fill glasses one fourth full or even less for very large glasses. This
leaves room for the appreciation of the bouquet. Make sure every guest on
the same table get same amount of wine in their glasses. Twist the bottle as
you finish pouring - 1 / 2 twist clockwise.
30. After finishing the first round of service, if there is still wine left in the
bottle, place the bottle back to the cooler with its label facing the host.
31. Put close eye to the table refill the wine constantly. If the wine finished,
take the bottle away with the empty bottle and offer another bottle to the
host, if he says no more wines, take the cooler and stand away.
3. ấd

Kahospq1803-18000853-Nguyen Ngoc Phat Tai - Thesis Report

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MINISTRY OF LABOUR – INVALIDS DNS SOCIAL AFFAIRS

KENT INTERNATIONAL COLLEGE

FACULTY OF TOURISM AND HOSPITALITY MANAGEMENT

GRADUATION INTERNSHIP REPORT

MAJORS : HOSPITALITY MANAGEMENT

TEACHER INSTRUCTIONS : LY LIET THANH

STUDENT NAME : NGUYEN NGOC PHAT TAI

Phu Quoc City, May 18th, 2022

Phu Quoc City, May 18th, 2022

NGOC PHAT TAI NGUYEN

Phu Quoc City, May 18th, 2022

NGOC PHAT TAI NGUYEN

COMMENTS OF TEACHER INSTRUCTORS

Student Name : NGOC PHAT TAI NGUYEN

Majors : Hospitality Management

Score of Graduation Internship Report:

HCM City,…………........., 2022

KẾ HOẠCH & NHẬT KÝ THỰC TẬP

1.1 Overview of Accor Corporation

Accor is a French hotel group. Headquartered in Paris, the Accor group

1.2 Overview of the Movenpick hotel chain:

Mövenpick Hotels & Resorts is a Swiss hotel management company with

Mövenpick Resort Waverly Phu Quoc is an international 5-star resort

II. PROBLEM SOLVING

2. Theoretical and practical basis of the work/process to be reported

2.1 Do & Don’t in restaurant

Do & Don’t in Restaurant to ensure guest satisfaction by providing

2.2 The Grooming Standard (T&C)

ACCESSORIES & GROOMING (Male)

ACCESSORIES & GROOMING (Female)

2.3 General Service Rule

Business Objective: provide the general understanding of food and

- Friendly and efficient service is equally as important as impressing the

8. Restaurant Manager or subordinate authorized by her / him is in complete

9. Reservations shall be taken by F & B Reservation, captain, supervisor or

10. Each guest will receive a warm farewell.

2.4 Guest Courtersy

2. To ensure that all the guest will receive a professional service.

- All restaurant employees, are required to understand and implement

1. Service Distinctiveness means creating a professional image by paying

2. Using the Language of Your Uniform

3. Service Distinctiveness means creating pleasant feeling by maintaining a

2.5 English Guest courtersy

- In more time to take care of customers Instead of completing

- The use of English within Restaurant will improve efficiency throughout

In fact, it is quite common to communicate in English in restaurants. In

2.6 Non smoking section

The purpose of this policy is to provide a smoke - free environment for

- Restaurant needs to offer a Non - Smoking Section.

2.7 Policy Animal

2.8 Handover of Shift

1. Outgoing Incharge people:

2. Incoming Incharge people:

5. Must inform his / her supervisor of finishing the shift.

2.9 Answering the call

1. All Telephone calls will be answered in English language.

1. Pick up a telephone gently with in 3 rings

2.10 Loading service tray

Business Objective: Maintain quality of service, showing professional

2.11 Carrying service tray

2.12 Corkage Fee

2.13 Handle Guest Complaint