FB Sop A La Carte

FOOD AND BEVERAGE
STANDARD OPERATING
PROCEDURES
P a g e 1 | 37
STANDARD OPERATING PROCEDURES
A LA CARTE
FB-RST-SOP-000 HOW TO TAKE A RESERVATION VIA THE TELEPHONE

FB-RST-SOP-001 HOW TO GREET AND WELCOME A GUEST
FB-RST-SOP-002 HOW TO ESCORT AND SEAT A GUEST
FB-RST-SOP-003 HOW TO PRESENT THE MENU AND WINE LIST
FB-RST-SOP-004 HOW TO BID FAREWELL
FB-RST-SOP-005 HOW TO TAKE A BEVERAGE ORDER
FB-RST-SOP-006 HOW TO PRESENT AND SERVE A BOTTLE OF BEER
FB-RST-SOP-007 HOW TO SERVE SOFT DRINK
FB-RST-SOP-008 HOW TO SERVE FRUIT AND VEGETABLE JUICE
FB-RST-SOP-009 HOW TO SERVE WHITE AND RED WINE BY THE GLASS
FB-RST-SOP-010 HOW TO SERVE CHAMPAGNE BY THE GLASS
FB-RST-SOP-011 HOW TO PRESENT AND SERVE A BOTTLE OF WHITE OR RED WINE
FB-RST-SOP-012 HOW TO PRESENT AND SERVE CHAMPAGNE BY THE BOTTLE
FB-RST-SOP-013 HOW TO TAKE A FOOD ORDER
FB-RST-SOP-014 HOW TO PERFORM SUGGESTIVE SELLING
FB-RST-SOP-015 HOW TO SERVE APPETIZERS, MAIN COURSES AND DESSERTS TO A
GUEST
FB-RST-SOP-016 HOW TO CLEAR SOILED PLATES
FB-RST-SOP-017 HOW TO CHECK GUEST SATISFACTION
FB-RST-SOP-018 HOW TO PRESENT A DESSERT MENU
FB-RST-SOP-019 HOW TO SERVE A COFFEE
FB-RST-SOP-020 HOW TO SERVE TEA OR HERBAL INFUSIONS
FB-RST-SOP-021 HOW TO PRESENT A CHECK TO A GUEST
FB-RST-SOP-022 HOW TO HANDLE GUEST WAITING FOR AVAILABLE TABLE
FB-RST-SOP-023 HOW TO HANDLE CORKED OR REJECTED WINE
FB-RST-SOP-024 HOW TO UPSELL
FB-RST-SOP-025 HOW TO HANDLE GUEST COMPLAINTS
P a g e 2 | 37
A LA CARTE
HOW TO TAKE A RESERVATION VIA THE

Task: FB-RST-SOP-000
TELEPHONE
Q: What equipment do we need to take a reservation?

- A Rosewood Hotels & Resorts pen in working condition.
Step 1 Prepare the equipment - The Restaurant/Bar reservation book/Table Management
System.
- Telephone which is in good working condition.
Q: What is the standard number of rings allowed?
- 03 rings or less
Q: Why do you need to pick up the telephone in 3 rings or less?
- Project an efficient and courteous service to guest
Q: How do we answer the telephone?
- Smile as you really mean it
- Answer the telephone with a smile in your voice
Taking a reservation
Step 2 - Speak slowly and clearly
over the telephone
- Listen carefully to the guest
- “Good morning / afternoon / evening, <Dept Name>, may I
help you?”
Q: Which language do we use?
- Local language followed by English
- If the caller is speaking <Local Language> the remainder of the
conversation should be in <Local Language>.
Q: What details do we need to record?
- Date of reservation
- Time of reservation
- Name of party
- Number of persons
- Table Preference (smoking / nonsmoking)
- Indoor or terrace seating
- Special request (i.e. special menu / wine, birthday cake,
highchair required etc.)
- Contact number (Office & mobile number)
Writing down the - Email (if they require the menu to be emailed)
Step 3
reservation - Place your initial & date next to the reservation for reference
Q: What do we need to ensure?
- Always ask the guest to spell his/her name
- Ask for the name and phone number first to be able to check if
a respective guest profile exists
- Link new bookings whenever possible to existing profiles
- Inform the guest of our dress code policy unless you know
he/she has previously dined in the restaurant
- Inform the guest that we will hold their table for approximately
15 minutes from the time of their reservation
- Any special requests are
Q: Why do we need to repeat the reservation?
Step 4 Repeat the reservation
- To ensure all the details have been recorded correctly
Q: How long do we hold the reservation for?
- Approximately 15 minutes
Inform the guest of the Q: How do we communicate this to the guest?
Step 5
holding time - “Mr. / Ms _, we will only be able to hold your table for up to
15 minutes, after that we may be required to release your
table.”
Q: How do we thank guest?
Thank the guest and
Step 6 - With a smile in our voice
replace the handset
- Speak clearly
P a g e 3 | 37
A LA CARTE
Q: What do we need to say to the guest?

- “We look forward to seeing you on _, thank you very much for
calling Mr. / Ms. _”
- “Have a nice day / afternoon / evening.”
Q: How do we respond when thanked by the guest?
- “It’s my pleasure Mr. / Ms._”
- “You’re most welcome Mr. / Ms._”
Q: What do we need to remember when replacing the handset at the end
of the call?
- Allow the guest to hang up the telephone first
P a g e 4 | 37
A LA CARTE
Task: HOW TO GREET AND WELCOME A GUEST FB-RST-SOP-001
Q: What would we consider about our body language when greeting a

guest?
- Genuine smile
Prepare to greet the
Step 1 - Body Posture
guest
- Appearance / Grooming
Q: How important is it to greet and welcome a
- Create an important first impression
Q: How far away from us should a guest be before greeting them?
- When the guest is about 1.5 meters away from you
Q: What should we consider about our body language when greeting a
guest?
Greet and welcome the - Maintain good eye contact
Step 2
guest - Speak clearly & with a friendly tone
Q: What would we say to the guest?
- “Good morning / afternoon / evening Sir / Madam, welcome to
_ (insert location).”
Q: Who needs to greet & welcome the guest?
- All associates
P a g e 5 | 37
A LA CARTE
Task: HOW TO ESCORT AND SEAT A GUEST FB-RST-SOP-002
Q: What do we need to check when a guest arrives to the outlet

- If the guest has made a reservation
Q: What would we need to say to a guest?
- “Good morning/afternoon/ evening Sir/Madam, do you have a
reservation with us this morning / afternoon / evening?”
Check the reservation Q: What do we need to ask if the guest has no reservation?
Step 1
list - If they would like smoking or non-smoking “Would you prefer
a smoking, or nonsmoking table Sir / Madam?”
- If they would like to sit inside the restaurant or on the terrace
“Would you prefer to have a table on terrace or inside our
restaurant Sir / Madam?” “How many guests will there be in
your party this morning / afternoon / evening?”
Q: How would we assign a table?
- Depending on the number of guests in the party
- Smoking or nonsmoking section
Step 2 Update floor plan
- Sitting inside and outside
- Single diners may be offered dining at the counter
- A quiet or private area
Q: What should we consider when selecting a menu?
- Correct menu
Step 3 Select menus
- Clean – no rips, tears
- Checked daily by Hostess!
Q: How would we direct a guest towards a table?
Invite the guest to the - Using an open palm gesture
Step 4
table Q: What would we say to a guest when escorting them to their table?
- “This way please, Sir / Madam”
Q: What would we consider about the distance and speed when
escorting the guest?
- No more than 1 meter ahead
- Do not walk fast
Q: Why do we walk at a steady pace?
Step 5 Escort the guest
- Ensure guests are following you
Q: What safety issues should we be aware of when escorting a guest?
- Indicate any steps or slippery surfaces to the guest
- “Please mind the step, Sir / Madam.”
Q: What gesture of courtesy should we show a guest when seating
them?
- Indicate table and allow guest to sit at their pleasure
- Pull the chair out from the table for your guest to be seated
Step 6 Seat the guest - Push the chair in carefully once the guest is seated (specific to
fine dining outlets)
Q: Who do we seat first?
- Ladies first
- Respect elderly guest
Present the menus & Q: Who do we present the menu to first?
Step 7
wine list - Ladies first
Q: How do we unfold the napkin?
Unfold the napkin
- From the righthand side of the guest wherever possible
(selected outlets and
Step 8 Q: How do we place the napkin?
informal outlets not
- Fold the napkin into a triangle.
necessary)
- In one smooth action place the napkin gently on the guest’s lap.
Q: Why is important to give a final salutation to the guests?
Step 9 Leave table
- To formalize the greeting and seating process
P a g e 6 | 37
A LA CARTE
- Rosewood Hotels & Resorts standard “I hope you will enjoy

your evening.”
P a g e 7 | 37
A LA CARTE
Task: HOW TO PRESENT THE MENU AND WINE LIST FB-RST-SOP-003
Q: Why is it important to know where the menus are located in the

outlets?
How to collect the - To ensure a speedy service to our guests
Step 1
menus and wine lists Q: How would we collect a menu?
- Carefully take the menus from the appropriate station ensuring
they are not damaged
Q: What do we need to check with our menus?
- Clean / presentable
Check the condition of - No rips, tears, dog ears
Step 2
the menu and wine list - Most current menu
- Correct meal period
- Sufficient number for operation
Q: Who presents the menu?
Step 3 Presenting the menu - <Restaurant 1> / <Restaurant 2>: Hostess
- The Lounge: Waiter, Team leader or Assistant Manager
Q: How would we hold the menus?
- In an upright position in front of your chest
Holding the menu and
Step 4 Q: What would we consider about our posture when standing with
wine list
menus?
- Maintain good posture at all times
Q: How would we approach the guest?
- From the righthand side or most convenient location
- Excuse yourself
Q: What would we do to identify to the guest we were presenting the
Presenting the menu menu? “Excuse me Mr. / Ms _, our menu.”
Step 5
and wine list Q: How do we present menus to guests when they are engaged in a
conversation?
- Excuse yourself, Smile – Open up the menu, hand the menu to
the guest, maintaining good eye contact
- Introduce daily specials or weekly promotion
Q: When do we leave the table?
Step 6 Leave the table
- Once all menus have been handed to guests.
P a g e 8 | 37
A LA CARTE
Task: HOW TO BID FAREWELL FB-RST-SOP-004
Q: What does it mean to bid farewell to a guest?

- To personally say goodbye to your guest as they are leaving your
restaurant or bar
Q: Why is it so important to bid farewell to every guest?
Step 1 To bid farewell
- To thank them for dining or drinking in your restaurant or bar
- It will leave a positive lasting impression
Q: Who needs to bid farewell to a guest?
- Everyone needs to bid farewell to our guests
Q: What is the correct way to bid farewell?
- Speak clearly and with a friendly tone
- Maintain good eye contact
- Positive body posture
The correct way to bid Q: What do we need to say to the guest?
Step 2
farewell - “Thank you very much Mr. / Ms _, have a good evening.”
- “Thank you very much Sir / Madam, have a pleasant day.”
- “Thank you very much Mr. / Ms. _, I hope to see you again
soon!”
- “Thank you very much Mr. / Ms _, I look forward to seeing you
again soon!”
Q: When do we need to bid farewell to the guest?
- When the guest is leaving the table, after the bill is paid
- When the guest is walking towards the exit after settling the bill
The right time to bid Q: What do we need to ensure?
Step 3
farewell - Always make eye contact
- Smile as you really mean it, show them that you really care
Q: What do we need to be careful of?
- The guest wants to use the rest room or telephone
Q: Where do we bid farewell to the guests?
Positioning ourselves
Step 4 - At the table when leaving
to bid farewell
- At the of the restaurant or bar when leaving
P a g e 9 | 37
A LA CARTE
Task: HOW TO TAKE A BEVERAGE ORDER FB-RST-SOP-005
Q: When is the right time to approach the table?

- Once the guest has been seated and the menus have been
presented
Q: What side of the guest should we take the order?
Step 1 Approach the table - Right hand side of the guest where possible
Q: How should we present ourselves to the guest?
- Establish good eye contact
- Maintain good posture
Q: How do we greet the guest?
Step 2 Greet the guest - “Good morning / Good afternoon / Good evening Sir/Madam.”
- Remember to use the guest name where known
- “Excuse me Sir / Madam would you care to order something to
drink?”
- Speak clearly at all times
Step 3 Offer a drink
- Order taking sequence
o Ladies
o Gentlemen
o Host
Q: Where do we need to write the order?
- On a captain order
Q: What information do we need to record?
- Table number
- Number of persons
Writing down the - Guest position numbers
Step 4
order - Waiter’s name
- Time order taken
Q: How do we take the order?
- Listen carefully
- Do not interrupt the guest
Write the order clearly with any special requests
- “Sir / Madam may I repeat your order?”
Step 5 Repeat the order Q: How do we repeat the order?
- Speak slowly
- Speak clearly and politely repeating the order back to the guest.
- “Thank you very much Sir / Madam.”
Q: How do we leave the table?
- Smile as you really mean it.
- Maintaining good eye contact.
- To ensure that you have recorded all the information correctly
P a g e 10 | 37
A LA CARTE
Task: HOW TO PRESENT AND SERVE A BOTTLE OF BEER FB-RST-SOP-006
Q: What equipment do we need?

- A round beverage tray
- A clean tray cloth
- Correct glassware
- Bottle of beer
Step 1 Select the equipment Q: What do we need to ensure?
- Beer matches the order
- The neck of the bottle is clean and not damaged
- The bottle of beer is chilled
Q: Where do we place the bottle of beer and glasses?
- On a round beverage tray
Q: How do we approach the table?
Step 2 Approach the table Q: What do we need to say to the guest?
- “Excuse me Sir / Madam, your beer (Using the name of the
beer).”
Q: Who do we serve first?
- Ladies first!
Q: From what side of the guest should we serve from?
Step 3 Presenting the beer
- From the righthand side where possible
Q: Where do we need to place the beer glass?
- Place in front of the guest in 2 o’clock position
Q: What do we need to consider when pouring a bottle of beer?
- Offer the guest to pour the beer
Q: What should we say to the guest?
- “Excuse me Sir / Madam, may I pour your beer for you (Using
the name of the bottle of beer)?”
Q: How to pour the bottle of beer if the guest requests us to pour?
Pouring a bottle of
Step 4 - Pick up the beer bottle ensuring the label is facing the guest
beer
- Ensure that the beer bottle does not touch the glass when
pouring
- Slowly pour the beer onto the back surface of the glass
- Pour the beer entirely into the glass
- Ensure the beer is presented with foam, not flat
Remove the empty bottle on a beverage tray
Step 5 Leave the table Q: What do we need to say to the guest?
- “Enjoy your (name of beer) Sir / Madam.”
- “Is there anything else that I may assist you with?”
P a g e 11 | 37
A LA CARTE
Task: HOW TO SERVE SOFT DRINK FB-RST-SOP-007

Step 1 Select the equipment - A clean tray cloth
- Clean and correct glassware
- A coaster is used for non-linen surfaces.
Q: What should we check about the items placed on the tray?
Place the items on the - The glass is clean and contains perfectly shaped ice cubes
Step 2
beverage tray - The bottle / can is chilled, opener is clean and not damaged
The coaster is in good condition.
Step 3 Approach the table Q: What do we need to say to the guest?
- “Excuse me Sir / Madam, your soft drink (Using the name of the
soft drink).”
- Ladies first!
Q: What side of the guest do we serve from?
Step 4 Present the drink
- From the right-hand side where possible
Q: How do we pick up the glass from the tray?
- Always pick up the glass by the base
Q: When do we use a coaster?
- When serving a soft drink on non-linen surfaces
Q: Where do we need to place a coaster?
- If the guest has only ordered a soft drink place the coaster
directly in front of the guest
- Place the coaster on the right-hand side in the 2 o’clock position
Placing the coaster and
Step 5 of the guest, if the guest is dining
the glass
Q: Where do we place the soft drink when no coaster is required?
- In your right hand pick up the glass by the base & place on the
right-hand side of the guest in the 2 o’clock position
Q: Where do we place the soft drink when a coaster is required?
coaster.
Q: How do we pour soft drink?
- Pick up the soft drink bottle or can in your right hand
- Pour carefully and slowly preventing any drip
Step 6 Pouring the soft drink - Ensure the label is facing the guest
- Pour the contents of the soft drink bottle or can entirely into the
glass
- Remove the empty can / bottle with an empty beverage tray
Step 7 Leave the table Q: What do we need to say to the guest?
- “Please enjoy your soft drink Sir / Madam (Use the name of the
soft drink).”
P a g e 12 | 37
A LA CARTE
Task: HOW TO SERVE FRUIT AND VEGETABLE JUICE FB-RST-SOP-008

Step 1 Prepare the equipment - A clean tray cloth or plastic mat
- Clean and correct glassware (please refer to the glassware guide)
- A coaster (on non linen surfaces).
- The glass is clean, dry and well-polished
Placing the glass on - The coasters are in good condition
Step 2
the tray - The juice is prepared as per standard
- Reusable straw is served (In Room Dining only)
Loose straws for restaurants and bars.
Q: How do we serve the juice?
- Serve ladies first!
- Serve from the right-hand side where possible
Step 3 Serving fresh juice - Smile as you really mean it
- Walk at steady pace and ensure the tray is well balanced
“Excuse me Sir/Madam, your fruit juice (name of the juice).”
Q: When do we use a coaster?
- When serving a fresh juice on non-linen surfaces
Q: Where do we need to place a coaster?
- If the guest has only ordered a fresh juice place the coaster
directly in front of the guest
- Place the coaster on the right-hand side in the 2 o’clock position
of the guest, if the guest is dining
Placing the coaster and
Step 4 - In your right hand, pick up the glass by the base & place on the
the glass
coaster
Q: Where do we place the reusable straw?
- Inside the glass
- To the right of the glass
Q: Where do we place the juice when no coaster is required?
right-hand side of the guest in the 2 o’clock position.
Step 5 Leaving the table
- Is there anything else, sir/ madam, that I could assist you with?
“Please enjoy your fruit juice Sir / Madam (Using the name of
the juice)”
P a g e 13 | 37
A LA CARTE
HOW TO SERVE WHITE AND RED WINE BY THE

GLASS
Q: What equipment do we need to serve white wine and red wine by the
glass?
- Wine glass (correct glassware according to wine)
- White wine or red wine bottle
- Waiter’s cloth
Step 1 Prepare the equipment
Q: What should we check about this equipment?
- The tray is clean and dry
- The tray is well polished; the tray mat is clean and free from
stains, holes or tears
- The waiter’s cloth is clean and dry
- Glassware is clean, polished and not chipped
Q: Where do we collect the wines?
Step 2 Collecting the wine
From the respective wine cellar/bar
Q: What do we need to check?
- Correct wine and vintage as listed on the wine list
Step 3 Check the wine - Label is in good condition
- There is enough wine in the bottle to pour one glass
Remove cork or vacuum stopper before approaching a table
Q: What temperature should wine be served?
Step 4 Check the temperature - White wine will be served chilled, 5 – 8 degrees
- Red wine will be served at room temperature, 16-18 degrees
Q: Which equipment do we place?
- Wine bottle
Place the equipment on
Step 5 - Wine glass
the tray
Carry the tray to the side station, leave the wine bottle on the side
station wile you deliver the wine glasses to the table.
Step 6 Approach the table - Gradual, non-rushed pace
Smile as you really mean it
Q: Where do we place a wine glass on the table?
- Pick up the wine glass from the tray holding by the stem and
place it at the 2 o’clock position from where the guest is seated
- Wine glasses are preset for all events functions where wine is
Placing the glasses on
Step 7 served
the table
- After placing the wine glass on the table, return to the side
station to collect the wine bottle
- The label of the wine is facing upwards
Q: Who should we present the wine to?
- The guest who ordered the wine
Q: How do we present the wine to the guest?
- Present from the right-hand side of the guest wherever possible
Step 8 Presenting the wine with the wine laid down in your right hand show the label to the
guest
- “Excuse me Sir / Madam, your wine (Using the name of the
wine).”
Step 9 Pouring the wine - Ladies first!
- Stand on the right-hand side of the guest
P a g e 14 | 37
A LA CARTE
- Hold the wine bottle in your right arm ensuring you have a firm
hold
- Ensure the label is facing the guest
- Pour a bit of the wine and offer the guest to taste.
- Then continue pouring at steady and constant speed.
Q: How much is the standard measure of wine by the glass?
- 15 cl/150 ml (or according to local law)
Q: When pouring the wine what do we need to ensure?
- Once the wine has been poured to the standard level, turn the
bottle at a 45-degree angle to prevent the wine from dripping
- “Enjoy your wine (using the name of the wine) Sir / Madam.”
P a g e 15 | 37
A LA CARTE
Task: HOW TO SERVE CHAMPAGNE BY THE GLASS FB-RST-SOP-010
Q: What equipment do we need to serve champagne by the glass?

- A clean tray cloth or plastic mat
- Champagne glasses
- Champagne bottle
- Waiter’s cloth
Step 1 Prepare the equipment
Q: What should we check about the equipment?
- The tray is well polished, the tray cloth is clean and free from
Q: Where do we collect the champagne?
Step 2 Collect champagne
From the respective wine cellar/ bar
- Correct champagne and vintage
- Label is in good condition
Step 3 Check the champagne
- Champagne is not flat
- There is enough champagne in the bottle to pour one glass
Remove vacuum stopper before approaching a table
Q: What temperature is champagne served?
Step 4 Check the temperature
- Champagne will be served chilled, 5 – 8 degrees Celsius
Q: Which equipment do we place?
- Champagne bottle
Step 5 - Champagne glass
the tray
Carry the tray to the side station; leave the champagne bottle on the side
station while you deliver the champagne glasses to the table.
Step 6 Approach the table
Q: Where do we place the champagne glass on the table?
- Pick up the champagne glass from the tray holding by the stem
and place it at the 2 o’clock position from where the guest is
seated (if dining, else in front of the guest)
Placing the glasses on - After placing the champagne glass on the table return to the side
Step 7
the table station to collect the champagne bottle
- Using the waiter’s cloth pick up the champagne bottle and lay
flat in your right hand
The label of the champagne is facing upwards.
- “Excuse me Sir / Madam, your champagne (use the name of the
champagne)
Q: Who do we present the champagne to?
Presenting the
Step 8 - The guest who ordered the champagne.
champagne
Q: How do we present the champagne to the Guest?
- Present from the right-hand side of the guest wherever possible.
- With the champagne laid down in your right hand show the label
to the guest.
- Ladies first
Pouring the - Stand on the right-hand side of the guest
Step 9
champagne - Hold the champagne bottle in your right arm ensuring you have
a firm hold
P a g e 16 | 37
A LA CARTE
- Pour slowly and carefully as bubbles may form

Q: How much is the standard measure for champagne by the glass?
- 15 cl/150 ml (or as per local law)
Once the champagne has been poured to the standard level, turn the
bottle at a 45-degree angle to prevent the champagne from dripping
- Is there anything else that I could assist you with?
- “Enjoy your champagne (Use the name of the champagne) Sir /
Madam.”
P a g e 17 | 37
A LA CARTE
HOW TO PRESENT AND SERVE A BOTTLE OF WHITE

OR RED WINE

- Red wine or white wine glasses
- Red wine or white wine bottle
- Waiter’s cloth
- Waiter’s friend
- Ice bucket (white wine)
- Under liner (with napkin)
Step 1 Prepare the equipment Q: What should we check about the equipment?
- The tray is well polished; the tray cloth is clean and free from
- Ice bucket is clean and polished
- Under liner is clean and polished
- Red wine glasses are used for red wine
- White wine glasses are used for white wine
Q: Where do we collect the wine?
Step 2 Collecting the wine
From the respective wine cellar/bar
Step 3 Checking the wine - Correct wine and vintage as listed on the wine list
Label is in good condition.
Q: At what temperature is wine being served?
Step 4 Check temperature - White wine will be served chilled, 5 – 8 degrees Celsius
Red wine will be served at room temperature, 16 - 18 degrees Celsius
Q: What equipment should we place on the tray?
- Wine bottle
- Wine glasses
Step 5 - Under liner (depending on concept) for red wine / ice bucket for
the tray
white
- Carry the tray to the side station, leave the wine bottle on the
side station while you deliver the wine glasses to the table
Q: Where do we position the ice bucket?
Step 6 Position the ice bucket
- Near the side stations in the restaurant – close to the table
Q: Where do we place a wine glass on the table?
- Pick up the wine glass from the tray holding by the stem and
place it at the 2 o’clock position from where the guest is seated
- Wine glasses are preset for all events functions where wine is
served
Step 8 - After placing the wine glass on the table return to the side
the table
station to collect the wine bottle
- Using the waiter’s cloth to pick up the wine bottle and lay flat
in your right hand
Q: Who do we present the wine to?
Step 9 Presenting the wine - The guest who ordered the wine
Q: How do we present the wine to the guest?
P a g e 18 | 37
A LA CARTE

with the wine laid down in your right hand show the label to the
guest
Q: What do we say to the guest?
- “Excuse me Sir / Madam, your wine (Using the name of the
wine).”
Q: Where do we open the bottle of wine?
- At the table
Q: How do we open the bottle of wine?
- Place the wine bottle in your left hand holding by the neck
- In your right hand using the knife of your waiter’s friend remove
the foil of the wine
- Open the waiter’s friend & release the corkscrew
- Place the tip of the corkscrew on to the middle surface of the
cork
- Apply an even amount of pressure, twisting the corkscrew in a
Opening the bottle of
Step 10 clockwise direction into the cork
wine
- When the corkscrew is in the cork gently pull the cork out of the
bottle using the lever on the rim of the bottle
- Open the wine slowly and carefully ensuring the cork does not
break
- White and Red wine – place the cork on the table or under liner.
In Room Dining
When in the guest room offer to open and pour the champagne, wine for
the guest
- Host first to taste, then ladies
- Keep the folded waiter’s cloth in your left hand
- Hold the wine bottle in your right hand ensuring you have a firm
hold
- Pour a small amount of the wine and offer the host to taste
- Watch the host as he tastes the wine and shows you that he is
happy with the wine.
Step 11 Pouring the wine
- If the host is not happy with the wine refer to training course
“How to handle a wine that is rejected”
- Walk in a clockwise direction around the table
- Return to the host and top up the host’s wine glass.
Q: How much is the standard measure of pouring wine by the bottle?
- 10 cl.
Q: When pouring wine what do we need to ensure?
- Once the wine has been poured to the standard level, turn the
bottle at a 45-degree angle to prevent the wine from dripping
Return the bottle to the ice bucket / under liner
Q: Where do we place the wine bottle?
- White wine – place the wine bottle in the ice bucket in your
Step 12 Placing the wine section
- Red wine – Place the red wine on top of the under liner ensuring
the label is facing the host either on the table or service station
- “Enjoy your wine (Using the name of the wine) Sir/Madam.”
P a g e 19 | 37
A LA CARTE
Task: HOW TO PRESENT AND SERVE CHAMPAGNE BY FB-RST-SOP-012

THE BOTTLE

- A clean tray cloth or plastic mat
- Champagne glass
- Champagne bottle
Preparing the
Step 1 - Waiter’s cloth
equipment
- Ice bucket
- The tray is clean & dry
- The waiter’s cloth is clean & dry
- Glassware: clean, well-polished, no chips
Collecting the Q: Where do we collect the champagne?
Step 2 From the wine cellar/bar
champagne
- Correct champagne and vintage
Checking the
Step 3 - Label is in good condition
champagne Q: What temperature is champagne served?
Champagne is chilled (5 – 8 Degrees Celsius)
Placing the equipment Q: What items do we need?
Step 4
on the tray - Champagne glass
Q: How do we prepare?
Preparing the ice - Half fill the ice bucket with ice cubes
Step 5
bucket - Fill the ice bucket to the same level as the ice with cold water
Place the champagne bottle inside
Carrying the tray and Q: Why do we need to go to the sideboard?
Step 6 ice bucket to the - Place the ice bucket and champagne bottle at the sideboard while
sideboard we deliver the champagne glasses to the table
How do we approach Q: How do we approach the table?
Step 7
the table? - Smile as you really mean it
Q: Where do we place the glasses on the table?
Step 8 Pick up the champagne glass from your tray and place at 2 o’clock
the table
position from where the guest is seated (or in front if not dining).
Positioning the ice Q: Where do we position the ice bucket?
Step 9
bucket Near the host on the right side.
Q: Who do we present the champagne to?
- The host
Q: How do we present the champagne to the guest?
Presenting the
Step 10 - With the champagne laid down in your right hand with a waiter’s
champagne
cloth, show the label to the guest.
- “Excuse me Sir / Madam, your champagne” (Use the name of
the champagne)
Q: Where do we open the champagne?
- In front of the guest
Q: How do we open the bottle of champagne?
- Leaving the bottle in the ice with your right hand remove the foil
Opening the Bottle of from the champagne
Step 11
champagne - Unscrew the wire top and remove
- Place one hand on the neck of the bottle and the other directly
on top of the cork
- Twist the cork in a clockwise direction until you feel it starting
to release
P a g e 20 | 37
A LA CARTE

- Apply pressure to the cork ensuring it does not make a popping
sound when released
Q: Where do we place the cork?
- Never allow the cork to make a loud popping noise
- In the ice bucket with the foil and the wire top
Q: What do we need to say to the host?
- “Mr. / Ms _, your champagne (Using the name of the
champagne).”
Q: How do we pour the champagne?
- Hold the champagne bottle ensuring you have a firm hold
- Allow the guest to approve first.
- Once approved pour very slowly and carefully into the glass
Pouring the
Step 12 - Walk in a clockwise direction around the table serving ladies
champagne
first
Q: How much is the standard pouring?
- Pour 100 ml
In Room Dining
When in the guest room offer to open and pour the champagne for the
guest
- “Mr. /Ms _, may I pour your champagne for you?” (Use name
of the champagne)
Step 13 Leaving the table Q: What do we need to say to the guest?
- Is there anything else that I could assist you with? “Enjoy your
champagne Sir/ Madam” (Use the name of the champagne)
Q: Where do we place the champagne bottle?
- Return the bottle into the ice bucket
Step 14 Placing the champagne
- The champagne is submerged in the ice cubes
- The waiter’s cloth is placed over the top of the champagne
bottle.
P a g e 21 | 37
A LA CARTE
Task: HOW TO TAKE A FOOD ORDER FB-RST-SOP-013

- Smile as we really mean it
Step 1 Approach the table Q: What do we need to ensure?
- Good body posture
- Uniform clean, neat and tidy
Q: How do we greet the guest?
- Good morning / afternoon / evening, Sir / Madam.
Step 2 Greet the guest - Gentle tone of voice
- Speak slowly and clearly
- Stand upright with good posture
- Maintain eye contact
Q: How do we suggest menu items?
- “May I recommend you our daily special?”
- “Allow me to suggest our daily special?”
- “May I suggest our homemade black forest cake to go with your
coffee?”
Step 3 Suggest menu items - “Our signature dishes, Sir / Madam …”
- Recommended menu items are available
- Good menu knowledge about the recommended items
- Repeat the order
Q: What do we need to say?
Thank the guest on
Step 4 - “Thank you for your order Sir / Madam.”
completion
- Be polite and cheerful.
P a g e 22 | 37
A LA CARTE
Task: HOW TO PERFORM SUGGESTIVE SELLING FB-RST-SOP-014
Q: What do we need to do when we see a guest?

Step 1 Greeting the guest - Greet the guest
- Good body posture
Q: What is the phraseology used when taking orders?
- “May I take your order Sir / Madam?”
Q: What should be the tone of your voice?
- Pleasant and clear
Step 2 Take the order - Don’t mumble
- Be determined
- Listen carefully
Q: What do we need to know?
- Product knowledge
- Which items are available?
Step 3 Suggestive selling
- Do not “hardsell”!
Q: What is the phraseology used when suggesting additional items to a
guest? “Mr. / Ms_, besides your US rib eye, would you care for a fresh
garden salad to go with?”
P a g e 23 | 37
A LA CARTE
HOW TO SERVE APPETIZERS, MAIN COURSES AND

DESSERTS TO A GUEST

- Double check that the guests have the correct cutlery already set
prior to serving
Q: Why is it so important to know the cover number?
- Look at the table number and cover numbers on the docket to
ensure the dishes match so we can present the correct dish
ordered to each guest
- Pay special attention as to the placement of the dishes in your
Collecting the meals
Step 1 hands
from the sideboard
- as this will be the order you serve the guests
Q: What if the host is a lady?
- Ladies are served first, eldest to youngest, with the host last
- It is important to remember that when you are carrying 3 plates,
the first plate you pick up is going to be the last one you place
on the table
- Serve other ladies first and then the female host before serving
the gentlemen.
Q: What if a guest is absent from a table?
- Check with remaining guests if they would like the dishes served
Step 2 Approaching the table - If the answer is NO, return the meals directly to the kitchen to
keep the dish warm
Q: How do we handle food if the guest is absent from the table?
- When a guest is absent from the table, please note that dishes
should never be left at the side station!!!
Q: How do we serve the meals?
- From the right-hand side of the guest where possible
- Always with an open arm
- Walk around the table in a clockwise direction
- Confirm the dish with the guest
- When serving, if there is an item already placed in front of the
guest politely excuse yourself to the guest
Step 3 Serving the dishes - “Sir, your rack of lamb, medium rare”
Q: What happen if we forget the cover number?
- Look at the guests’ cutlery which may help you when
positioning the meals
When serving, if there is an item already placed in front of the guest
politely excuse yourself to the guest “Excuse me Sir / Madam would
you mind moving your coffee cup?”
Q: How do we place the plate?
Place the plate directly in front of the guest ensuring the main item, for
Step 4 Position the meal
example the meat is placed directly in front of the guest in the 6 o’clock
position
Q: When do we offer condiments?
- Once all the dishes have been served to the table and before the
guests begin eating
Step 5 Offer condiments Q: Which condiments do we have available?
- Example: mustard for meats, black pepper for salads, appetizers,
etc.
P a g e 24 | 37
A LA CARTE
- “Sir/Madam may I offer you some black pepper with your

linguini?”
Q: What do we need to say to the guest when leaving the table?
- Is there anything else that I could assist you with? “Please enjoy
Step 6 Leave the table your meal Sir / Madam.”
P a g e 25 | 37
A LA CARTE
Task: HOW TO CLEAR SOILED PLATES FB-RST-SOP-016
Q: When do we clear the soiled plates?

- Once all the guests on the table have finished eating
- In a buffet scenario, plates are cleared as guest finish.
Q: How do we know whether the guest has finished his meal?
Prepare to clear the
Step 1 - The cutlery is placed together on the plate
soiled plates
- There is nothing on the plate.
- Guests appear to have finished and a simple question can be
asked: “Excuse me Madam/Sir, have you finished your meal?
May I clear your table?
- Ensure good body posture
Step 2 Approach the table - Always maintain eye contact.
- “Excuse me Sir / Madam, may I clear your plate?”
Q: Who do we clear plates from first?
- Ladies first, eldest to youngest with the host last
- If the host is a lady clear the other female guests, then the host
before the gentlemen.
Q: What is the maximum number of plates we clear at once?
- A la carte service 3
- Buffet service or Banquets 6
Q: How do we clear the soiled plates from the table? (Clearing 1 soiled
plate).
- With an open arm pick up the plate in your right hand
- Leave the table and place the soiled plate at the side station
Q: How do we clear the soiled plates from the table? (Clearing 3 soiled
plates)
- With an open arm, pick up the 1st plate in your right hand
- Transfer the plate to your left hand.
Clearing the soiled
Step 3 Q: Where do we position the knife & fork on the plate when clearing?
plates
- Place the knife under the fork across the plate
- Pick up the 2nd plate with your right hand
- Transfer the 2nd plate to your left hand using the plate carrying
technique
- Continue to place all the cutlery on the first plate & in the correct
position
- Pick up the 3rd plate with your right hand
- Leave table and place the 3 soiled plates on the food service tray
located at the sideboard
Q: What do we need to ensure when clearing soiled plates?
- Take special care not to spill any food items
- Always turn away from the guest when scraping any food items
- Remember to excuse yourself to the guest when clearing
- Always clear away the soiled cutlery & replenish with clean if
the guest is visiting the buffet.
Q: What is the maximum number of bread &butter plates we can clear at
Clear soiled bread and one time using a tray?
Step 4
butter plates - 6 plates with 6 butter knives
Q: What is the maximum number of bread &butter plates we can clear at
one time without using a tray?
- 3 plates with 3 butter knives
P a g e 26 | 37
A LA CARTE
Q: How do we clear the soiled bread & butter plates?

- Holding the beverage service tray in your left hand
- Approach the guest from the left-hand side
- Pick up the bread & butter plates one by one & place on your
tray
Q: Why do we pick up the bread & butter plates from the left-hand side?
- To avoid reaching across the guest to collect the plates
- “It’s my pleasure Mr. / Ms _.” “You are welcome, Sir / Madam.”
P a g e 27 | 37
A LA CARTE
Task: HOW TO CHECK GUEST SATISFACTION FB-RST-SOP-017
Q: What does it mean?

- To proactively check that your guest is having an enjoyable
experience
Step 1 Guest satisfaction
Q: Why is it so important to check guest satisfaction?
- To ensure your guest is enjoying the meal / drink
- To build a relationship between you and your guest
Q: When do we approach the table?
- Within 5 minutes of the guest having started the meal
- At the end of each course or meal
Step 2 Approach the guest Q: How do we approach the guest?
- Ensure good body posture
- Always maintain eye contact
Q: How do we check guest satisfaction?
- Ask your guest if he / she is enjoying the meal or drink?
Q: What do we need to say?
- “Excuse me Mr. /Ms. _, (Sir, Madam) is everything to your
satisfaction?”
Q: How can we tell if a guest is dissatisfied?
- The guest is looking around the restaurant/bar for attention
Checking the guest - The guest hasn’t eaten the meal or consumed the drink
Step 3
satisfaction - The guest has pushed the plate aside
Q: How do we address a guest who is dissatisfied?
- Listen very carefully
- Nod for understanding
- Wait until the guest has finished talking before we respond to
the guest
Q: When we receive positive comments from the guest
- Thank the guest for their comments.
- “Thank you very much for your compliments Mr. /Ms _, I will
Attention the different
pass them to the chef.”
Step 4 time Respond to the
Q: When our guest has been dissatisfied?
guest
- Apologies to the guest & thank them for their comments and
inform your direct supervisor as soon as possible
- “Please accept my apologies. May I offer something else?”
Step 5 Leave the table - Friendly demeanor, positive body language
- Apologies once again
P a g e 28 | 37
A LA CARTE
Task: HOW TO PRESENT A DESSERT MENU FB-RST-SOP-018

- Make sure the dessert menu is clean and in good condition
Step 1 Collect the menu
Q: Where do we collect the menu from?
- From the hostess desk
Q: When is the right time to approach the table?
- After the main meal has been cleared and the table de-crumbed
- Approach the table with the menu
- “Excuse me Mr./ Ms_, would you care for some dessert.”
- Present the menu
Q: How do we hand the menu to the guests?
- From the right-hand side of the guest where possible
- Using your right hand
- Present to the ladies first.
Step 3 Hand menu to guests - Good body posture
- “Mr./ Ms_, this is our dessert menu”
- Ensure the menu is not presented upside down
- Open the menu for the guest.
Q: How to proceed to the next guest?
- Clockwise direction
Present to the next
Step 4 - Leave with a warm smile after completing
guest
- “Mr./ Ms_, I’ll be back shortly to take your order.”
P a g e 29 | 37
A LA CARTE
Task: HOW TO SERVE A COFFEE FB-RST-SOP-019

- Chinaware: Coffee cup and saucer
- Silverware: Creamer, sugar bowl and teaspoon
Step 1 Prepare the equipment Q: What do we need to check when preparing the equipment?
- Sparkling clean
- Free from chips and cracks
- Well-polished
- If you are using a silver tray, ensure a clean tray cloth will be
used
- Ensure the sugar bowl is clean and filled according to set
Step 2 Prepare sugar and milk standards
- Creamer is filled to ¾ of the container with cold milk (hot milk
on request)
Q: What do we need to check when collecting the coffee?
Step 3 Collect the coffee - The coffee is fresh and hot
- The coffee is prepared according to set standards.
Place the cup, sugar Q: What do we need to ensure?
Step 4 bowl and creamer on - Ensure the side of the cup and base of the saucer are clean
tray
- The tray is well balanced
- Walk at steady pace
Q: How to serve the coffee?
- The handle of the coffee cup is in 3 o’clock position
- The tea spoon is positioned at 4 o’clock
- Serve ladies first
Step 6 Serve the coffee - Place the coffee cup on the right-hand side of the guest, if the
guest is having dessert
- If the guest has ordered coffee, place the coffee cup directly in
front of the guest
- Place the sugar and milk jug at the centre of the table within easy
reach of all guests
- “Mr. /Ms _, enjoy your _” (Using the name of the coffee served)
Q: What do we need to say when being thanked by the guest?
- “It is my pleasure, Mr. /Ms _” or “You are welcome.”
P a g e 30 | 37
A LA CARTE
Task: HOW TO SERVE TEA OR HERBAL INFUSIONS FB-RST-SOP-020

- A round service tray
- Padded handle covers
- Teacup and saucer
- Tea pot, hot water pot & teaspoon
Step 1 Prepare the equipment - Tea strainer and under liner
- Creamer and sugar bowl (loose leaf tea only)
Q: What do we need to check when preparing the equipment?
- Free from chips and cracks
- Well-polished
- If you are using a silver tray, ensure a clean tray cloth will be
used.
- Ensure the sugar bowl is clean and filled according to set
Prepare sugar, milk or standards
Step 2
lemon - Creamer is filled to ¾ of the container with cold milk (hot milk
on request)
- Ensure lemon is sliced.
Collect the prepared
Step 3 - The tea is fresh and hot
tea
- The tea is prepared according to set standards
- Ensure the side of the cup & base of the saucer are clean
- Padded handle covers are placed on tea pot and hot water pot
Tea and hot water pot:
Place the items on the
Step 4 - Cup, saucer and spoon
tray
- Under liner with coaster
Loose leaf tea extra:
- Additional tea strainer
- Sugar and creamer
- Pick up the tray
Step 5 Approach the table - Tray is well balanced
- Walk at steady pace
- “Excuse me Sir / Madam, your tea (use the name of the tea)”
Q: How to serve the coffee?
- The handle of the teacup is in the 3 o’clock position
- The teaspoon is positioned on the saucer at 4 o’clock position
- Serve ladies first
- Place the teacup on the right-hand side of the guest, if the guest
is having a meal
- If the guest has only ordered tea, place the teacup directly in
Step 6 Serve the tea
front of the guest
- Place the sugar & milk jug at the center of the table within easy
reach of all guests.
- “Sir / Madam, may I pour your tea for you?”
Q: What do we need to say when being thanked by a guest?
- “You’re Welcome, Sir / Madam”
Q: What do we need to ensure when pouring Herbal Tea?
P a g e 31 | 37
A LA CARTE
- Pour carefully and slowly to prevent any drips

- Pour tea to the ¾ level of the cup
- Place the teapot and hot water pot to the right of the cup
Q: What do we need to ensure when pouring Loose Leaf Tea?
- Place the strainer on the top of the teacup
- Pour carefully and slowly to prevent any drips
- Pour tea to the ¾ level of the cup
- Place teapot and hot water pot to the right of the cup.
Q: What do we need to ensure when delivering tea to the guest room?
Serving tea in room
Step 7 - Turn the teacup upside down and place in the correct position
service
- Offer to pour the tea for the guest as per set standards.
- “Enjoy your tea (Use the name of the tea) Sir / Madam.”
P a g e 32 | 37
A LA CARTE
Task: HOW TO PRESENT A CHECK TO A GUEST FB-RST-SOP-021

- A check folder
- A Rosewood Hotels & Resorts pen in working condition
Selecting the Q: Where do we collect the equipment?
Step 1
equipment - From the cashier station
Q: What do we need to check about the equipment?
- The check folder is clean and in good condition
- The pen is in good working order.
Q: When do we present a check to the guest?
- Upon guest request
- Breakfast: check can be dropped at the table
Step 2 Presenting the check Q: What do we need to ensure before presenting a check to the guest?
- The check is well printed
Only items consumed are listed on the check Do not present a check with
voids or mistakes.
Q: How do we approach the guest?
Step 3 Approach the guest - Smile as you really mean it “Excuse me Mr./ Ms_, here’s your
check.”
Q: How do we present a check to the guest?
- Place the closed check folder directly in front of the guest who
Presenting the check to has requested it
Step 4
the guest Q: Where do we need to stand when waiting for the guest to sign?
- Position yourself diagonally behind the guest, approximately 1
meter away.
Q: When do we collect a check from the guest?
Collecting the check
Step 5 - Once the guest has signed the check
folder from the guest
- Once the guest has placed cash or credit card into the folder.
- Thank the guest
Step 6 Leave the guest - Pick up the check folder from the table and return it to the cashier
station for processing
- If Credit Card or Cash payment, return receipt and/or change
back to customer for signature
P a g e 33 | 37
A LA CARTE
HOW TO HANDLE GUEST WAITING FOR AVAILABLE

TABLE
Q: When do we advise of no tables available?

- Restaurant is booked to capacity
Advise Guest that
- Smile as you really mean it, ensure good body posture “Excuse
Step 1 there is currently no
me Sir/Madam, currently, there are no tables available.”
table available
- Inform guest of approximate waiting time. “The approximate
waiting time is…min. Would you mind waiting? Can we offer
you a drink in our bar / lounge?”
Q: When to advise guests of alternative dining options?
- If waiting time is too long or longer than guest is willing to wait
Q: Why do we offer alternative dining option?
- To keep the guest in our hotel and do not have them leave for
Offer alternative another restaurant/hotel
Step 2 dining options(if Q: What questions to ask?
appropriate) - “Excuse me Sir/Madam, if you would prefer not to wait for
your(s) table, our hotel also feature…..restaurant(s), which
offer…..cuisine.
- If guest decides to go to different restaurant, hostess/associate
will escort the guest.
Q: What do we do when guests are waiting
- We ask for guest’s name for reference
- We offer a seating option such as bar or lounge and a beverage
whilst guest is waiting.
- We offer reading material (magazine/newspaper)
Guests waiting for
Step 3 - We present food and beverage menus to shorten the waiting time
table at the table.
Q: How do we put guest at ease?
- Ensure to follow up on table status.
- Proper communication between restaurant staff, hostess and
guests.
Q: How to inform guests?
- We approach guest with a smile
- We are apologetic and thank the guest for waiting “Thank you
for waiting Mr./Mrs._. Your table is ready now.”
Q: How to escort the guests to the table?
Q: What would we consider about the distance and speed when escorting
the guest?
Table is ready for
Step 4 - No more than 1 meter ahead
guests
- Do not walk fast
Q: Why do we walk at a steady pace?
- Ensure guests are following you
Q: What safety issues should we be aware of when escorting a guest?
- Indicate any steps or slippery surfaces to the guest
- “Please mind the step, Sir/ Madam”
- Thank the guest once again for waiting
- “It’s my pleasure Mr./Ms._”
- “Enjoy your lunch/dinner.”
P a g e 34 | 37
A LA CARTE
Task: HOW TO HANDLE CORKED OR REJECTED WINE FB-RST-SOP-023
Q: When do we encounter corked or rejected wine?

Corked or rejected
Step 1 - Guest is tasting the wine and wine is spoiled
Wine
- Guest does not like the wine they chose.
Q: What do we do if guest does not enjoy the wine?
- To be apologetic ensuring that guest is fine.
Q: How do we answer?
Step 2 Negative response
- “Excuse me Mr./Mrs._., I am sorry to hear that the wine is not to
your satisfaction. Would you like to try the same bottle or
something different?”
Q: How do we communicate?
- Ensure that Manager/Sommelier is well informed about the
spoiled wine
Q: What is our next step?
Step 3 Follow up Action - Get a new bottle of the same wine or other (refer to step 2) if
wine was spoiled.
If guest rejected the wine because he/she did not like it, we will suggest
another type of wine.
Q: What do we have to ensure?
- Be apologetic once again when returning to the table.
- We replace the wine glasses previous used.
Step 4 Return with new bottle - We return with the new bottle and present it to the guest.
Q: What do we have to do next?
- Start all over again with “how to present and serve a bottle of red
or white wine”.
Q: What do we do with spoiled wine?
- Spoiled wines must be put aside as the supplier will replace them
Step 5 Spoiled wine
- Spoiled wines must be marked as “corked” in order not for
anyone to use it.
P a g e 35 | 37
A LA CARTE
Task: HOW TO UPSELL FB-RST-SOP-024
Q: Why do we upsell?
- To increase revenues for outlets
Q: When do we upsell?
Step 1 Why upselling - When guests are ordering a main dish only
- At the beginning of the meal to upsell still, sparkling water/
beverage/wine
- Daily special.
Q: What do we upsell?
- We upsell favorite items and signature dishes
Step 2 What do we upsell
- We upsell Appetizers, Side dishes, beverages, desserts
- Daily specials.
Q: What do we ask when upselling?
- “Would you care for a fresh garden salad to accompany your US
rib eye?”
- Be knowledgeable about your product
- Understand the guests’ needs.
Q: How to describe the dishes?
Step 3 How to upsell - All upselling items must be described in an appetizing way.
- Adjectives must be used which describe the dish/beverage best
- Fresh, crisp, light, spicy, tender, juicy etc.
Q: What do we have to ensure?
- We must not use too many of those words at the same time.
- “Would you care for a fresh garden salad to accompany your US
rib eye?”
Q: What do we need to know?
- Product knowledge
Step 4 Upselling
Q: What we need to ensure?
- Do not “hard sell” and be to “persistent”.
P a g e 36 | 37
A LA CARTE
Task: HOW TO HANDLE GUEST COMPLAINTS FB-RST-SOP-025
Q: What does it mean?

- Guests are dissatisfied with their dining experience.
- Every guest is different. We need to find out what the guest is
looking for.
Q: What kind of complaints can we encounter?
Step 1 Guest Complaints
- Complaints can occur through:
- Food quality
- Beverage quality
- Staff attitude
- Environment – noise, temperature etc.
Q: How do we act when receiving complaints?
Step 2 Accepting complaints - We listen carefully to the guest without interrupting
- We are sincere, friendly and humble.
Q: How do we react to complaints?
- We take ownership
We remain objective
- We will never look for excuses
Step 3 Reacting to complaints
- We will ensure to follow up before giving an answer right away
(depending on the case)
Q: How will we answer to the guest?
- “Please accept my apologies. May I offer something else?”
Q: What are solutions to complaints?
- Some guests just need someone to listen to them
Solutions to
Step 4 - Replacing the order / Offer alternatives.
complaints
- Offering complimentary items (dessert, beverage, etc) invite the
guest(s) back.
Q: How do we follow up?
- We ensure that all relevant persons are informed, i.e.
Manager/AM/DOFB
- A logbook entry is made for further information to hotel
management
- Guest history is updated for future references.
Step 5 Follow up Q: How do we follow up with guests?
- Ensure that guest remainder of the evening is to his/her full
satisfaction
- That guest leaves the restaurant “happy” and “satisfied”
- That guest feels that he was well looked after
- We bid farewell and thanking once again for dining with us,
ensuring guests’ satisfaction.
P a g e 37 | 37

FB Sop A La Carte

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

FB Sop A La Carte

Uploaded by

Copyright:

Available Formats

FOOD AND BEVERAGE

FB-RST-SOP-000 HOW TO TAKE A RESERVATION VIA THE TELEPHONE

HOW TO TAKE A RESERVATION VIA THE

Q: What equipment do we need to take a reservation?

Q: What do we need to say to the guest?

Task: HOW TO GREET AND WELCOME A GUEST FB-RST-SOP-001

Q: What would we consider about our body language when greeting a

Task: HOW TO ESCORT AND SEAT A GUEST FB-RST-SOP-002

Q: What do we need to check when a guest arrives to the outlet

- Rosewood Hotels & Resorts standard “I hope you will enjoy

Task: HOW TO PRESENT THE MENU AND WINE LIST FB-RST-SOP-003

Q: Why is it important to know where the menus are located in the

Task: HOW TO BID FAREWELL FB-RST-SOP-004

Q: What does it mean to bid farewell to a guest?

Task: HOW TO TAKE A BEVERAGE ORDER FB-RST-SOP-005

Q: When is the right time to approach the table?

Task: HOW TO PRESENT AND SERVE A BOTTLE OF BEER FB-RST-SOP-006

Q: What equipment do we need?

Task: HOW TO SERVE SOFT DRINK FB-RST-SOP-007

Q: What do we need to ensure?

Task: HOW TO SERVE FRUIT AND VEGETABLE JUICE FB-RST-SOP-008

Q: What equipment do we need?

HOW TO SERVE WHITE AND RED WINE BY THE

Task: HOW TO SERVE CHAMPAGNE BY THE GLASS FB-RST-SOP-010

Q: What equipment do we need to serve champagne by the glass?

- Pour slowly and carefully as bubbles may form

HOW TO PRESENT AND SERVE A BOTTLE OF WHITE

Q: What equipment do we need?

- Present from the right-hand side of the guest wherever possible

Task: HOW TO PRESENT AND SERVE CHAMPAGNE BY FB-RST-SOP-012

Q: What equipment do we need?

Q: What do we need to ensure?

Task: HOW TO TAKE A FOOD ORDER FB-RST-SOP-013

Q: How do we approach the table?

Task: HOW TO PERFORM SUGGESTIVE SELLING FB-RST-SOP-014

Q: What do we need to do when we see a guest?

HOW TO SERVE APPETIZERS, MAIN COURSES AND

Q: What do we need to check?

- “Sir/Madam may I offer you some black pepper with your

Task: HOW TO CLEAR SOILED PLATES FB-RST-SOP-016

Q: When do we clear the soiled plates?

Q: How do we clear the soiled bread & butter plates?

Task: HOW TO CHECK GUEST SATISFACTION FB-RST-SOP-017

Q: What does it mean?

Task: HOW TO PRESENT A DESSERT MENU FB-RST-SOP-018

Q: What do we need to check?

Task: HOW TO SERVE A COFFEE FB-RST-SOP-019

Q: What equipment do we need?

Task: HOW TO SERVE TEA OR HERBAL INFUSIONS FB-RST-SOP-020

Q: What equipment do we need?

- Pour carefully and slowly to prevent any drips

Task: HOW TO PRESENT A CHECK TO A GUEST FB-RST-SOP-021

Q: What equipment do we need?

HOW TO HANDLE GUEST WAITING FOR AVAILABLE

Q: When do we advise of no tables available?

Task: HOW TO HANDLE CORKED OR REJECTED WINE FB-RST-SOP-023

Q: When do we encounter corked or rejected wine?

Task: HOW TO UPSELL FB-RST-SOP-024

Task: HOW TO HANDLE GUEST COMPLAINTS FB-RST-SOP-025

Q: What does it mean?

You might also like