Food & Beverage

Hotels & Resorts

Standard Operating Procedure
Update: 24.06.08 / DHR-CO-FBS-SOP-110

Bar-Pool Service Standards

Objective

This SOP is to ensure the smooth daily operation at the pool/pool bar and it’s up-selling.
Generating of revenue strongly depends on the frequency of up-selling rounds made by the pool
associates and the ability and willingness of the team to provide customers with the best possible
level of service.

The pool side/beach side is besides the consumption in the Hotel/Resort’s restaurant, a (Resort-)
guest’s longest associate-contact during his/her entire stay, thus making a pool/beach associate
with proper attitude/attributes and knowledge of high importance to every DHR property.

Opening procedures

 Pool associate will collect all keys for fridges etc. He/She will sign for the received keys in the
respective key logbook at its respective key issue department.
 A short pre-briefing with all pool associates will be held briefing occupancy, expected
number of guests, VIPs staying in-house and eventual special billing instructions or any other
topics being of importance for a smooth running of the “outlet”.
 A grooming check will be performed.
 The Captain/Manager will distribute the necessary working tasks.
 Daily mise-en-place is made: Ice cubes, beverages, drinks, fruits for garnish and all operating
equipment will be prepared in accordance to the set par stock level.
 Captain/Manager checks that the mise-en-place has been done correctly.
 Covers of all pool beds will be removed, folded and stored at its designated area.
 Any damaged covers are forwarded to Housekeeping; scratched or damaged pool beds or
umbrellas are sent to the carpenter with a maintenance request.
 Pool Attendants are responsible for perfect appearance and working condition of all pool
beds, covers and umbrellas at the pool.
 Setup and mise en place completes by 09:00 latest.

Standard setup and layout of sun beds

Sun beds are set depending on locations. A set shall include (at least); one umbrella, two sun
chairs/beds and one pool table with promotion stand, ashtray and pool menus.

 All sun beds are setup in pairs of 2 beds with a small table in between.
 All (wooden) pool beds are placed towards the same direction. All pool bed head rests are
set in a slightly upright position.
 Pool towels are folded in half, rolled and placed at the lower part of the backrest. An orchid
or similar will be placed on top of the rolled towel.
 Once guests arrive, associates ask the guest’s name and room number and check with the
rooming list that the guest is in-residence, hence entitled to use the pool. No signature will be
asked from the guest.
 Under no circumstances are outsiders allowed to use the pool, unless management has
approved it. All DHR properties provide the exclusive right to use swimming pool facilities, sun
bed areas by themselves.

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 Food & Beverage
Hotels & Resorts
Standard Operating Procedure
Update: 24.06.08 / DHR-CO-FBS-SOP-110

Bar-Pool Service Standards

Pool dining setup

 If guests like to order from the food menu, associate must ask the customer if they would like
to dine in the restaurant or at the Pool Bar (counter/table).
 Menu availability: regular pool menu with additional cocktail drink list and promotions.
 The Pool bar counter/table is set with sets of cutlery, glasses and placemats as well as
condiments. For safety reasons, guests who are ordering on wooden deck, beach, sand or
grass area (basically any area outside of the pool bar counter/table without a proper table
etc.), food and beverages are served in plastic ware only, no crockery or glassware is used.

Complementary cold towels

 At least one time per day, pool associates distribute complimentary cold towels to all guests,
preferably in the afternoon.
 Towels will be distributed with a tongue and never by hand!
 Cold towels are collected immediately after use by using a service tray.

Up selling rounds

 Associate performs regular tours around the pool, asking guests whether they would like to
order any foods or beverages. These tours are made every 15-30 minutes.
 Associate visibly carries the following items: Pool menu and drink list.

A daily target of which item is to be “pushed” will follow the following schedule:

 Cocktail of the month, xx drinks

 Fruit juices, xx bottles
 Beers, xx bottles
 Ice cream, xx portions
 Get a minimum of xx bookings for an evening event
 Get xx bookings for any restaurant(s) within the hotel

Associate also makes rounds shortly before and during the daily happy hour, informing the guest
about the “buy one get one free” promotion. Shortly before the end of the happy hour, associate
informs the guest regarding last orders.

Uniform and grooming standard

 Polo shirt and kaki short trousers or as per the hotel’s individual uniform standard.
 Shaved, cut nails and short hairs not touching the shoulders.
 Cap, black or cream with DHR label or no label.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. 2
 Food & Beverage
Hotels & Resorts
Standard Operating Procedure
Update: 24.06.08 / DHR-CO-FBS-SOP-110

Bar-Pool Service Standards

Children toys

 A toy box is visibly placed in the area, containing several toys for children and families, such
as water balls, card games, etc.
 Remark: No full-size boats are allowed at and in the pool for safety reasons.
 Coloring books/papers and crayons.

Drinking water policy

 DHR reserves the right to refrain from serving “free” drinking water at the pool and beach
area.

Food and beverage items purchased outside the hotel

 Under no circumstances are privately purchased items allowed to be consumed at the

poolside, this also includes purchased mini-bar items from the guest room.
 A framed notice sign is visibly placed in the pool or beach area and may be shown to guests
not respecting the above.
 In case a guest does not respect the “F&B items purchased outside of the hotel” policy, the
pool Supervisor informs the Dir. of Service/Bar Manager or the Management immediately.

Pool bed reservation policy

 Under no circumstances are pool beds reserved.

 After 30 minutes of absence, the pool attendant removes personal belongings from
unattended pool beds.
 A framed signage is shown to guests in case that the above is not being respected.
 In case of guest complaints, the pool attendant informs the Captain or Manager.

Additional Notes

 A minimum of 2 international newspapers and a minimum of 2 magazines are available.

 Cold scented towels are available at the bar desk.
 Sun beds are available for guests until the official closing time.
 Weather station is accurate and cleaned before 09:00 daily.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. 3
 Food & Beverage
Hotels & Resorts
Standard Operating Procedure
Update: 24.06.08 / DHR-CO-FBS-SOP-110

Bar-Pool Service Standards

Guest Relation

 The Concierge/GSA and one F&B associate/Hostess (depending on department) perform a

daily round at the pool and interact with guests. This round is performed at 16:00.
 During weekdays, the associate up-sells F&B events/Restaurant dinners, being organized in
the evenings.
 The Concierge/GSA sells other activities, such as cooking classes, market tours, hotel
inspections or any other hotel activities.
 The Concierge/GSA also seeks to gain feedback on our product and services and find ways
to make the guests’ holiday even more comfortable.

Closing the bar

 All towels are collected; clean towels stored and all used towels brought to laundry for
cleaning. (Must be counted and recorded).
 Pool beds are re-arranged and sun beds covered.
 If setup is re-arranged for dinner service; Re-arranging of pool beds does not start before
18:00, since guests commonly enjoy the early evening relaxation at the beach.
 All recycle bins are emptied and papers collected.
 All dirty operating equipment is returned to stewarding.
 Inventory of used equipment is taken and order for next day placed.
 Sink and all fridges are cleaned. Fridges and storerooms must be locked.
 Floor of pool bar and poolside is to be cleaned.
 Ice container is to be emptied.
 Toys are stored in the store or where appropriate.
 Cleaning towels are sent to laundry for washing (do not wash by hand!).
 All keys are returned to the designated area and the associate signs the respective logbook.
 Daily Sales-, breakage- and void-reports are filled in duly with order checks submitted to
manager/Accounting.

Customer satisfaction

 Customer complaints are closely monitored by the F&B management.

 In case of an overall unsatisfactory feedback or complaint regarding a particular associate,
associate is transferred to any available position in the department, also applicable to night
shift.
 It is understood that the Pool/Bar Captain/Manager is responsible for the performance of this
outlet and it is his/her task to ensure that all standards are being understood by existing and
newly recruited associate members.
 Training of the standards is the responsibility of the Pool/Bar Captain/Manager or F&B
Management.

© This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. 4