The following enumerates the standard Food and Beverage operating procedures;

1. All customers will be acknowledged within 30 seconds of arrival with eye contact, a
warm friendly smile and a verbal greeting. Where possible the customer will be
acknowledged by name.
2. All customers will be escorted to their tables, satisfaction checked with the location
and chairs pulled where applicable {ladies being given priority}
3. All guests will be offered the menu, specials of the day explained and missing items
clarified.
4. Supervisor will maintain an active visible presence in the restaurant while ensuring
consistency in product and service delivery.
5. All non routine incidents will be handled tactfully and escalated promptly to the
supervisor or manager.
6. On departure, customers are thanked and wished a pleasant day or evening.
7. The table will always be clean, uniform and set to specifications.
8. All customers’ queries will be answered knowledgeably and tactfully by all staff.
9. Service will be fast and friendly to both internal and external customers.
10. Table clearance will always be done with a tray and crockery stacked according to
size.
11. Staff should always be as un-obstructive as possible to customers.
12. Operating equipment will always be clean, well arranged and easily accessible.
13. All orders will be taken and served accurately.
14. Service time for food {15 minutes} and beverage {3 minutes}, delivery time should
always be communicated to the guest including any unavoidable delays.
15. Coffee or dessert will always be offered after meals and served within 3 minutes.
16. All food and beverage items will be produced and presented as per standard recipes
and specifications.
17. All telephone calls will be answered with a clear unhurried voice within three rings.
18. Staff should always listen for suggestive selling or up-selling opportunities for
example “would you like some fresh juice or cocktail with your sandwich?”
19. All orders must be made through point of sale receipt or triplicate captain order
system (where manual billing is in use) prior to pick-up of products from their respective
dispensing points.
20. All staff will always be clean, presentable and in full uniform.
21. Service staff will always ask before removing anything from the table, “excuse me,
may I take this out of your way?” always be polite!
22. Check and order replenishment on beverages.
23. Service staff must deliver the bill to the guest within 2 minutes of clearing the last
piece of crockery or glassware.
24. All take away orders will be packed in standard take away packaging.
25. Accurate change must be returned to the guest within 2 minutes of clearing the bill.
26. All staff must attend pre-service briefings conducted by the supervisor or manager
on duty before the beginning of service.
27. Staff will always speak clearly in low controlled voices and never shout or yell in the
restaurant.
28. Staff will communicate in English or Kiswahili and never in slang while on duty.
29. All service areas will be maintained in a clean and hygienic condition with a clean
and inviting ambiance.
30. Background music within the restaurant must be at an un-obstructive level and clear
with no hiss.
31. The back of house area will be maintained in a clean and hygienic condition in strict
compliance to preset hygienic standards. Do not store anything on the floor in any
storeroom or any area of building. Everything has to be off the floor at ALL time

Store all items on shelves at least 6” above the floor to facilitate air circulation and
proper cleaning.

Though customers may never see the kitchen, cleanliness, order and high
standards in this area are keys to quality control. Be sure food is rotated
with each delivery to maintain freshness. Storage temperatures should
be checked every day. Prevent cross-contamination by identifying
cutting surfaces and utensils for specific items such as raw meats and
vegetables. Be sure dry storage areas are kept clean and rodent free. A
commercial dishwasher is imperative, with water temperature and
chemical levels properly maintained. Clean uniforms should be worn by
kitchen staff along with hair restraints and proper footwear. All cooking
and cleaning equipment should be serviced on a regular basis