LEONARDO ROYAL

F&B Bar
Sop
 OBJECTIVE

The objective of this SOP is to produce

a consistent brand standard for all
of our guests that are using our Food
& Beverage facilities throughout the
hotels.
It’s aim is to ensure consistency in the level of
product and service across the hotel for all of
our guests whilst they are staying at our hotels
throughout the Leonardo Royal Division.

This SOP is to be owed by the Food & Beverage

Director of the Food & Beverage Manager.

LEONARDO ROYAL F&B Bar Sop

 LEONARDO ROYAL

F&B Royal
Setup Guidelines
 • All beer drafts need to have branded badges to display the draft being served.

• Draft tap handles should not be branded but in plain copper/ silver.

• Spec should be followed as displayed in the photo on the right-hand side.

DRAFT BEER SET UP

LEONARDO ROYAL F&B Bar Sop

 • For bars with a bar display that is customer facing, only premium brands to be
displayed.
Please find list of examples below:
• Vodka: Belvedere, Grey Goose, Grey Goose Essences
• Gin: Bombay Sapphire Premium Cru, Bombay Sapphire Mediterranean lemon,
Whitley Neill flavoured gin, Gin Mare
• Whiskey: Gentleman Jack, Red Breast
• Tequila: Cazcabel selection, Patron selection

• In case of a fridge presentation that is customer facing, the main display should be a
Pommery selection.

BAR BACK SET UP

LEONARDO ROYAL F&B Bar Sop

 • Bar counters should be kept neat and tidy at all times with minimum display on the
bar counter.

• Acceptable items to have on the bar are bar caddies in copper colour which are clean
and nicely stocked with napkins and straws & rubber serving mats near the dispense
area.

• Some bars might have green plants displayed, if so, these need to be kept clean of dust
at all times.

• Micros till should be inside the bar if possible or on a separate unit outside the bar,
preferably not in plain sight of guests.

• Glassware needs to be hanged where possible but only in clean, polished condition,
ready to use and only 1 type of glassware per rail. Don’t overload the rail as it might
cause breakages.

BAR COUNTER SET UP

LEONARDO ROYAL F&B Bar Sop

 • Glassware should not be branded.

• Leo’s branded coasters to be used under drinks being served, for other brands this
can include a logo branded coaster or black napkin.

• Where there is a coffee machine in the bar, please ensure it looks neat, clean and tidy.

• Bar mats used should be plain black and not branded.

• Any promotional tent cards for offers happening at the particular time can be
displayed at the counter, but in a moderate way.

• Any menus displayed on the counter must be clean and good condition.

• Ensure bar chairs are clean and well positioned, so its inviting for guests to sit

at the bar.

• The inside bar area needs to be organised and clean.

• Please be aware that all areas in and around the bar are in view of our guests,

so they must be kept clean and tidy at all times.

GENERAL POINTS

LEONARDO ROYAL F&B Bar Sop

 LEONARDO ROYAL

F&B Royal
Service Guidelines
 • Guests arriving at the bar/restaurant should be greeted by host/ team member.

• Follow the 10/5 rule. Any guest 10 feet away should be acknowledged, smile and make
eye contact. At 5 feet away there should be a verbal greeting.

• Check with the guest if they have any reservation and if they are joining for drinks/
lunch/dinner.

• Ask the guest if they are staying in house and if so for name and room number.

• Any walk in reservations need to be put into the booking system with guest name and
email/phone number where possible.

• Repeat guests to be recognised where possible.

ARRIVAL EXPERIENCE

LEONARDO ROYAL F&B Bar Sop

 • Check if table is clean and ready before escorting the guest. Ensure table is set up with
appropriate place settings.

• Guest to wait at the host desk not at the table when table is still being cleaned and set
up is done.

• If guests has to wait for table, inconvenience is acknowledged.

• Positively engages with the guest, enquiring about their visit, stay in the hotel etc.

• Assist the guest with seating and point out the menu.

• Ensure the guest is comfortable with their table allocation.

• Mention a colleague will be arriving shortly to take their order & wish the guest a
great/ enjoyable afternoon/evening

• Any special preferences or details on the reservation should be informed to the

waiter/supervisor looking after that section.

• In cases of extreme delay of the reserved table a manager/supervisor can decide to

offer a complimentary welcome drink.

SEATING OF THE GUESTS

LEONARDO ROYAL F&B Bar Sop

 • Server/ Bartender to welcome guests in a welcoming, relaxed friendly manner and
introduces themselves within 5 minutes of the guest being seated.

• Check with guests for any allergens.

• Suggestive upselling to take place, make personal recommendations based on

the guest preferences.

• If only drinks are being ordered, check if the guests would like to order and add snacks
or food.

• Orders to be placed through micros, if no handhelds, on the till directly after writing it
down on a notepad. Bartender to post the order directly on the micros terminal.

• All orders to be repeated to the guest to ensure they are taken correctly.

• Any allergens to be posted through micros as well as verbally confirmed with the
bartender/chef/supervisor.

• If guests orders something out of the menu, reply in an accommodating manner

offering to check with the chef/ bartender.

ORDERING

LEONARDO ROYAL F&B Bar Sop

 • Upon receiving of the order, through a micros ticket, bartender will prepare the order

• Wine by glass to be poured at the bar, wine bottles to be opened in front of the guest.

• Cocktails to be prepared at the bar when order comes in. All cocktails to be served
with fresh garnish. Cocktails to show attention to detail and visual appeal

• Beverages served in bottle are served with the correct glass and condiments if
required e.g. ice/lemon

• Beverage must be of high quality and fresh, delivered at the right temperature

• Beverages are served in glassware that is appropriate to the drink

• Bartender to place the completed drink order with the ticket on the bar

DRINK PREPARATION

LEONARDO ROYAL F&B Bar Sop

 • Beverages to be served within 5 minutes of taking the order. If order includes cocktails
this can be 8 minutes.

• Beverage order to be double checked by the server before delivering to the table.

• Beverages served in bottle are served with the correct glass and condiments if
required e.g. ice/lemon and are being poured 1/3 by the server at the table.

• Wine by glass to be poured at the bar, wine bottles to be opened in front of the guest.

• Tray to be used to deliver beverage order at all times.

• Branded coasters to be used under drinks being served, for other brands this can
include a logo branded coaster or black napkin.

• Ensure drinks are served with the correct condiments if required.

• Drinks to be presented when placing on the table.

• Straws only to be used upon request and if so should be environmental friendly.

SERVING DRINKS

LEONARDO ROYAL F&B Bar Sop

 • Upon receiving of the order, through micros ticket, kitchen will prepare the order.

• Food presentation must be of high quality and fresh, adequate in portion size.

• Properly prepared (well-done, salty, etc.) to the guest’s order.

• Show attention to detail and visual appeal.

• Food items to be served on the correct flatware, in good clean condition.

FOOD PREPARATION

LEONARDO ROYAL F&B Bar Sop

 • Ensure mis en place is placed correctly on the table before picking up the food
including salt & pepper mills.

• Ensure there is place on the table to place the food items before pick up.

• Food to be delivered at the right temperature (cold/hot/warm).

• Food order to be double checked by the server before delivering to the table.

• Ensure items are served with the correct condiments if required.

• Tray to be used to deliver any condiments, small dishes.

• Food items to be presented when placing on the table.

• Any allergies or special requirements to be pointed out when serving.

SERVING FOOD

LEONARDO ROYAL F&B Bar Sop

 • Approach guest table; should not disturb guest at any point, should be always
discreet, polite and smiling.

• Check with guest on their experience, if their food and beverages are to their linking.

• Deal with feedback. You should thank guest for comments either positive or negative.
A sincere apology should be expressed for a negative feedback, followed by an
effective solution.

• While you are at the table check if there is anything that can be cleared or offer a refill
where applicable.

• Food and Beverage satisfaction to be checked minimum once by server/ manager.

• Manager/ Supervisor to personally check on VIP guests/ high spending tables or any
guests that experienced problems or any delay.

CHECKING GUEST
SATISFACTION

LEONARDO ROYAL F&B Bar Sop

 • Offer another round of drinks within 3 minutes of glass being at 2/3 empty.

• Refill to be offered by repeating the name of the drink, previously consumed where
possible.

• Offer additional recommendations where applicable.

OFFERING REFILL

LEONARDO ROYAL F&B Bar Sop

 • Clear all debris (e.g. stirrer sticks, fruit garnish) from occupied tables within 5
minutes.

• Ensure empty bottles and glassware is removed.

• Ensure you check with the guest when removing items when your not 100% sure or its
not fully finished.

• Check with the guests if they would like anything else; more drinks, desserts etc.

• When all food items are removed and the guests does not want anything else, the salt
& pepper mills should also be removed from the table.

• Use the opportunity to check for satisfaction or offer a refill where appropriate and
applicable.

• Vacated tables are promptly cleared and fully cleaned.

CLEARING

LEONARDO ROYAL F&B Bar Sop

 • Check must be accurate and complete. Check the bill before giving it to a guests.

• Ensure cover count is correct on the bill.

• Ensure service charge is correct on the bill.

• Presented inside a branded bill folder with a brand pen.

• Bring over the PDQ machine for the guests to settle the check at the table.

SETTLING THE BILL

LEONARDO ROYAL F&B Bar Sop

 • Ensure we acknowledge the guest during their departure and thank them.

• Try to gain some additional feedback during the process.

• Opportunity to ask for a TripAdvisor review if not yet done before.

• Update the guest profile where applicable with preferences for future visits.

FAREWELL

LEONARDO ROYAL F&B Bar Sop

 • Upon opening and during several times a day the manager/supervisor walks the areas
to ensure they are clean, in good order and there are no defects e.g. light bulb out.
This includes the downstairs area, lift and toilets.

• Any small maintenance requests should be actioned upon immediately where possible
and not interrupting the guest experience, any larger requests to be planned in
together with manager and engineer as soon as possible during closing hours.

• All team members must be well-groomed and professional, wearing a uniform

• Its every team member’s responsibility the area is clean and free of debris at all times
and any defects to be reported to a manager/ supervisor immediately.

• Check temperature is comfortable for guests and adjust accordingly where possible

• At the beginning and throughout the shift ensure light settings are correct for the
time of the day including table lights.

• At the beginning and throughout the shift ensure music settings are correct for the
time of the day

• Tables to be checked to ensure they are not wobbly.

• Ensure any damaged china, glassware is directly removed from operation and
disposed, noting this on the breakage sheet.

• Table setups to be in clean and good condition and to be checked and replaced where
required.

• Menus to be clean and not damaged.

• Furniture to be checked and brushed after each visit.

• Ensure floor area is clean before the arrival of the new guests.

• Trays are not being placed on the table during clearing.

• Trays to be used at all time during service of beverages and moving of glassware and
table setups.

• Trays to be clean at all times and being deep cleaned at the end of each shift.

• Good posture, smile, eye contact, and attentive listening maintained throughout the
interactions.

GENERAL POINTS

LEONARDO ROYAL F&B Bar Sop