Food and beverage operations

Sop: welcoming the guest

Objective: to ensure the guests have a positive first experience

Policy:
All guests receive a warm and friendly welcome
Acknowledge regular guests
Ensure guest satisfaction is maximised

Procedure

1. Welcome the guest(s) with a polite and friendly manner.

2. Use positive body language- eye contact, friendly smile, stand up straight.
3. Address them with the appropriate greeting for the time “ good morning/good
afternoon/ good evening”
4. Try to call the guest by his/her name e.g good morning mr xxx, how are you ?
5. If the guest is a regular guest/ vip, greet by name( if known)
6. Check for reservation
7. Politely ask if they have a reservation, if yes, ask the guest’s name and guide her/him
to the reserved table.
8. If no, guide the guest to his/her table.
9. Do not walk too fast when showing the way to the guest.
10. Say to the guest, this way madam/sir with open palms.
11. Once at the table , ask if the table is to the guest’s satisfaction.
12. Pull the chair out ( ladies first).

Sop: order taking ( food)

Objective: to ensure the guests food and beverage orders are received politely and as per their
requests

Policy:
All guests’ orders are taken in a timely, polite and accurate manner, following a set of steps
to ensure logical, standardised sequence.

Procedure
Service personel are to pay attention to the guest’s body language prior to approaching the
table, as this will indicate if the need help or are ready to order e.g menu closed, looking
around for staff.

1. Approach the table with a smile and a warm salutation:

a. Have a pen/order pad ready.
b. Inquire if the guests are ready to order.
2. Write down the table number, your initials and guest number of guests on each order.
3. Take the ladies’ orders first, going clockwise around the table. Take the host’s order
last.
 4. Write the order down with the position number after each item.
5. Circle all the female position numbers on order pad
6. Separate each course with a line.
7. Make suggestions to compliment guest’s meal( i.e appetizers, salads , wine )

Sop: order taking (beverage)

Objective: to ensure the guests have a positive first experience

Policy:
All guests receive a warm and friendly welcome
Acknowledge regular guests
Ensure guest satisfaction is maximised

Procedure
Service personel are to pay attention to the guest’s body language prior to approaching the
table, as this will indicate if the need help or are ready to order e.g menu closed, looking
around for staff.

1. Approach the table with a smile and a warm salutation:

a. Have a pen/order pad ready.
b. Inquire if the guests are ready to order.
2. Write down the table number, your initials and guest number of guests on each order.
3. Take the ladies’ orders first, going clockwise around the table. Take the host’s order
last.
4. Write the order down with the position number after each item.
a. Each seat whose position is towards the restaurant’s entrance is position one.
b. Each seat going clockwise is 2,3,4,5…..
5. Write all orders with position number after each item.
6. Circle all the female position numbers on order pad
7. Separate each course with a line.
8. Make suggestions to compliment guest’s meal( i.e appetizers, salads , wine )
9. Upsell house speciality drinks.
10. Repeat the order back and clarify all special requests.

Sop: upselling techniques

Objective: to maximise revenue potential and guest satisfaction in all f&b sectiosn

Policy:
F&b employees should proactively look for opportunities to upsell and maximise f&b sales
without offending or diminishing the guest’s experience.
Upselling is a sales technique where the seller induces the customer to buy more, either
higher priced items or other added ones, in the attempt to make more profitable sale.

Procedure

1. To increase overall revenue ( both food and beverage) through the sale of more items
or more expensive items, improving customer service- by helping guests select a
product, the guest can be made aware of the best available options to the item,
resulting in an enhanced dining experience.
2. Techniques which can be used to may include : recommend specific items by using
phrases with impact e.g “may i suggest” perhaps would you like to try”. F&b
employees must know all the products, prices of products, cooking technique and
origin.
3. If customers are undecided about wine, suggest a wine appropriagte for their needs.
4. Employees must know the wine list.
5. Look for an opportunity and time to sale, e.g when the guest’s drink is ¾ empty,
sugguest another drink, if the guest is dining y themselves, suggest wine by the glass.
6. Speak clearly and in a friendly manner, never be pushy.

Sop: maintain food hygiene standards

Objective: to protect each and every guest’s health when consuming food and beverage in all
sections

Policy:
A food management control system is to be in place in each f&b section ( restaurant and bar )

Procedure

Essentials of food hygiene

1. Keep yourself clean, wear clean clothing
2. Always wash your hands thouroghly before handling food, after use of toilet, handling
raw foods or waste, before starting work, every break and after blowing your nose.
 3. Tell your supervisor before commencing work, of any skin, nose, throat, stomach or
bowel trouble or infected wound.
4. Ensure cuts, wounds and sores are covered with waterproof, highly visible dressing.
5. Avoid unnecessary handling of food
6. Donot smoke, eat or drink in a food room, and never cough or sneeze over food.
7. Keep perishable food either refridgerated or piping hot
8. Keep the preparation of raw and cooked food stictly separate.
9. Clean as you go, keep all equipment and surfaces clean.
10. Follow any food safety insrtuctions either on foof safety or from your supervisor.

Sop: grooming
Objective: first impressions are important. The employees in the f&b department should
represent a hygienic environment.

Policy:
F&b staff are to be clean, neat and proffessional in appearance at all times.

Procedure

1. Uniform
a. To be worn everytime on duty and as per grooming standards
b. Must be clean and freshly pressed
c. Name tag must be worn at all times
2. Footwear
a. Non slip shoes with toes covered
b. Clean and polisdhed shoes
c. Colour must be appropriate to uniform( black)
3. Hair
a. Clean and well kept
b. If hair is longer than collar length, must be tied back away from the eyes and
face.
4. Jewelry
a. Earings if must, should be discreet.
b. No bracelets, necklaces
c. Wedding rings only permitted.
5. Nails
a. No nail polish
b. Nails must be short, trimmed and clean
c. If using hand cream, must be non- grease nature.