Serving Champagne & Sparkling Wine

Standard Operating Procedure

Process ID
Department Food & Beverages
Process Owner Director Food & Beverages
Revision Date 20th March 2023

Printed on: Page 1 of 6 Issued on:

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latest electronic version Classification : External General
Purpose
Classification : External General Purpose
1. Objectives of the Business Process...........................................................................................................3
2. Process Scope...........................................................................................................................................3
3. Work Instructions.....................................................................................................................................4
4. Process Map..............................................................................................................................................5
5. Appendix..................................................................................................................................................6

Printed on: Page 2 of 6 Issued on:

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latest electronic version Classification : External General Purpose
Classification : External General Purpose
 1. Objectives of the Business Process
This process is to ensure the standardized champagne service - opening and serving a bottle of champagne or sparkling wine in a professional manner, process frequency as
applicable. Wine by the bottle should be served within five (5) minutes of ordering.

2. Process Scope
This process is applicable to all Aldar Hospitality Luxury Hotels for the procedure of standardized champagne or sparkling wine service.

Printed on: Revision number: 3 of 6 Issued on:

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ral Purpose
Classification : External General Purpose
 3. Work Instructions
Input/ Output
# Process Step Executor Work Avg.
Instructions Processing
Time/Standards
Start:Below are the process
triggers:

Need to serve
Champagne/sparkling
wine identified
Present wine-list to Waiter/waitress Present the Champagne/sparkling printed wine list, open, to the Input – Printed Wine Wine list should be
01 the guest – (R) guest. list/QR code updated, and free from
In case of QR code, offer the guest the same. wear and tear.

02 Offer assistance to Waiter/waitress Assist the guest to select the wine according to taste and Input –
select the – (R) preference Champagne/Sparkling
Champagne/sparkling wine tasting notes
wine
03 Retrieve the bottle Waiter/waitress Obtain the champagne/sparkling wine ordered by the guest fromInput – Internal Vintage and label
from the bar – (R) the bar. BOT/POS should match guest
order
If the selected label is not available, go to Step 1.
If selected label is available, go to Step 4.
04 Prepare the wine Waiter/waitress Fill wine bucket half-way with ice and one-quarter full of water Wine bucket should be
bucket – (R) Drape wine serviette over top of bucket polished and free of
- If wine bucket with stand is dedicated to table only, place scuffs
near table edge. Communal bucket, place close by and
within eyesight of guest.

05 Place the wine bucket Waiter/waitress For communal use – place bucket close to table and within guest
– (R) line of vision
For single use – place bucket near the edge of the table

ral Purpose
Classification : External General Purpose
3. Work Instructions
06 Prepare for service Waiter/waitress Ask guests how many champagne flutes will be needed and
– (R) retrieve the same from the bar.

07 Prepare the table for Waiter/waitress Place champagne flutes on table to the right of guest, next to the Begin with Ladies first,
service – (R) water goblet then guests, lastly the
host
08 Present the Waiter/waitress Present wine bottle to guest and state producer, vintage/additional Input – Wine label Bottle to be presented
Champagne/sparkling – (R) name, grape, and region. (e.g. - “This is Veuve Clicquot’s “Yellow from the right hand
wine Label” Champagne from France.”) side

Ask guest for approvalWaiter/waitress Ask guest for approval to open the wine Take a step back from
09 of the – (R) the table to open the
Champagne/sparkling If guest approves, go to Step 10 wine
wine If guest doesn’t approve, go to Step 1
10 Remove the foil and the Waiter/waitress 1. Tear off the foil wrap that covers the cork. Remove the wire cage
metal cage – (R) 2. Untwist the wire loop to loosen the wire cage that protects only when ready to open
the cork. Keep a thumb on the cork to head off an the bottle
accidental pop
11 Hold the bottle properly Waiter/waitress 1. Grip the body of the bottle in your dominant hand at a 35°-45° Hold the bottle in the
– (R) angle and point it in a safe direction. correct angle aimed at a
2. Wedge the bulbous end of the cork deep into the palm of your safe direction to avoid
non-dominant hand. hurting someone due to
3. Support the base of the bottle against your hip. If you're holding the sheer amount of
the bottle in your right hand, use your right hip or the right side of pressure inside the
your torso. bottle.

12 Twist the bottle and Waiter/waitress 1. Slowly rotate the bottle back and forth with your dominant hand.
hold the cork – (R) 2. Keep holding the cork steady with your non-dominant hand.
3. As the cork turns, gradually increase the distance between your
hands until your dominant hand is midway down the bottle.
13 Twist the cork out of Waiter/waitress 1. Slow down your twisting toward the end, once the cork is almost The cork shouldn't make
the bottle gently – (R) out. a popping sound.
2. Grasp the cork firmly.
3. Press your thumb up from beneath the lip of the cork until it slides
ral Purpose
Classification : External General Purpose
3. Work Instructions
smoothly out of the bottle.
4. Keep your grip on the cork, and "catch it" so that it doesn't fly
away.
14 Take the necessary Waiter/waitress 1. Avoid shaking the bottle. Champagne is a carbonated beverage Input –
precautions – (R) stored under pressure. Opening a highly-pressurized champagne Champagne/sparkling
bottle will unleash a mighty spout of champagne and send the wine precautionary
cork flying forward at high velocity measures
15 Pour the Waiter/waitress 1. Grip base of bottle with dominant hand Begin with Ladies first,
Champagne/sparkling – (R) 2. Pour the Champagne/sparkling wine slowly. Champagne is then guests, lastly the
wine carbonated, and the bubbly liquid rises quickly when poured into host.
a glass.
3. Fill a third of each glass with champagne. Then, top up the Do not touch the spout
servings once you've poured a bit for everybody. of the bottle onto the rim
of anyone's glass.
16 Place the bottle in the Waiter/waitress 1. Place the bottle in the wine bucket and step back from the
wine bucket – (R) table.
2. Politely excuse yourself, saying, ““I’ll let you have a few sips
of wine and be back shortly to take your dinner order.”
End Champagne/Sparkling -
wine service
completed

Printed on: Revision number: 4 of 6 Issued on:

This printed copy is uncontrolled. Always refer to the ARIS database for the latest electronic version Food & Beverages – Serving Champagne

ral Purpose
Classification : External General Purpose
4. Process Map
Handle lead management – Walk-in lead

Customer walks-in to
enquire information of
the unit

01 1 Minute(s)

Determine if customer C
account is previously Receptionist
created

Salesforce Sales Cloud

Customer

ONLY

customer account was

previously created customer account was
not previously created

02 2 Minute(s)

C
Create customer profile Receptionist

Salesforce Sales Cloud

Customer Profile Customer
Created

ONLY

03 2 Minute(s)

Access customer profile to C

create Lead Receptionist

I
Sales Manager - Abu Dhabi
Customer
Sales

I
Sales Manager - Dubai Sales

Sales Manager - Handle lead management – Handle lead management –

International Through broker Through broker

Salesforce Sales Cloud

Appointment Booked to Customer prefer to view

Customer profile
meet Aldar Sales Agent the unit immediately
accessed

ONLY

04 1 Minute(s)

R
Assign lead to a Sales Agent Sales Manager - Abu Dhabi
Sales

R
Sales Manager - Dubai Sales

Associate Director - AUH,

A
DXB &Manager -
Sales
International Sales
International

Salesforce Sales Cloud

Customer

Lead assigned to sales

agent

05 1 Minute(s)

R
Determine the status of the Sales Manager - Abu Dhabi
lead Sales

R
Sales Manager - Dubai Sales

Associate Director - AUH,

A
DXB &Manager -
Sales
International Sales
International

Salesforce Sales Cloud

ONLY

Lead received from

walk-in customer Lead received from
is qualified walk-in customer is
not qualified

Handle lead management – Handle lead management –

Through outbound calls Through outbound
calls

Printed on: Page 5 of 6 Issued on:

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latest electronic version

Purpose
Classification : External General Purpose
5. Appendix
Terminology Description Symbol
Represent an employee who is responsible for carrying out a
Position
specific function(s) during the execution of a process.
Represent a role responsible for carrying out a specific
Role
function(s) during the execution of a process.
Function represents one step in the execution of a process. Function
could be service oriented that deliver a certain service, or production
Function oriented that used in manufacturing, or logistic, and it might be related
to information processing. A function could be carried out by one or
more resources.

Process interface is used to illustrate the integration and correlation

Process Interface between different processes at the same horizontal level.

Application System Represent an application or system that is linked with execution of a

Type certain function.
Used to show how forms, templates and documents are used by
Information Carrier activities during the running of a process. Information Carrier could be
in physical or electronic form.
Events describes the circumstance and state a function or a process
Event works or results in. Generally, an EPC diagram must start with an
event and end with an event.

This symbol is used to describe fully automated steps for which the
Automated task
electronic system is responsible for the implementation.

Rules or decision gates are used to present multiple scenarios during a

Exclusive Rule process flow. XOR rule can has multiple inputs and one output or one
(XOR Rule) input and multiple outputs. XOR rule means one of the inputs or
outputs can happen at the time.
Rules or decision gates are used to present multiple scenarios during a
Parallel Rule (AND process flow. AND rule can has multiple inputs and one output or one
Rule) input and multiple outputs. AND rule means all the inputs or outputs
shall happen at the time.
Rules or decision gates are used to present multiple scenarios during
Inclusive Rule (OR a process flow. OR rule can has multiple inputs and one output or one
Rule) input and multiple outputs. OR rule means one or more of the inputs
or outputs can happen at the time.
Sequential flow Represent the sequence of flow between steps of a process.

Printed on: Page 6 of 6 Issued on:

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latest electronic version

Purpose
Classification : External General Purpose