FOOD & BEVERAGE : Service Policies and Standard Operating Procedures

FOOD & BEVERAGE: SERVICE POLICIES AND STANDARD OPERATING PROCEDURES

AL-SHURAFA

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures CONTENTS Introduction customer and you Place Overview Departmental Overview and Contribution Departmental Reporting Structure Staff Attitude Hours of Work STANDARD OPERATING PROCEDURES: FOOD & BEVERAGE: SERVICE F&BS – 001 Taking Reservations F&BS – 002 Outlet Opening Duties F&BS – 003 Outlet Closing Duties F&BS – 004 Sequence of Service F&BS – 005 Greeting & Seating F&BS – 006 Menu Presentation F&BS – 007 Taking Beverage Order F&BS – 008 Serving Beverages F&BS – 009 Tea/Coffee Service F&BS – 010 Clearance Method F&BS – 011 Clearance of Ashtrays F&BS – 012 Glassware Polishing F&BS – 013 Cutlery Polishing F&BS – 014 China Ware Polishing F&BS – 015 Placing and Conducting Requisitions F&BS – 016 Personal Hygiene and Uniform F&BS – 017 Monthly Training F&BS – 018 Lost Property F&BS – 019 Records F&BS – 020 Safe Chemical Handling

F&BS – 021 Preventing Falls F&BS – 022 Personal Appearance F&BS – 023 Suggestive Selling F&BS – 024 Basic First Aid Emergency F&BS – 025 Pest Control F&BS – 026 Mis- inPlace F&BS – 027 Break Time F&BS – 028 Currency Policy

CUSTOMER AND YOU (UNDERSTANDING THE INDUSTRY) WHAT IS CUSTOMER ABOUT?

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Tourism is about people who travel away from their familiar home environment. Often they travel on holiday; or they may be traveling on business trips; they may be traveling to visit friends and relatives; they may be going to pilgrimage; they may be traveling to a conference or even a sporting like the World Cup Cricket series or the Olympic Games (either as spectators or participants). Sometimes they travel to another country, but not always. The key points here are:  Tourist can travel for a lot of different reasons  Tourists do not always come from another country When travelers stay within their own country they are called Domestic tourists, but when they travel to another country they are international tourists. International tourists arriving in another country are referred to as Inbound while departing national setting off for another country Outbound tourists. Tourists can be described by their reason for traveling. The term holidaymaker and business traveler are obvious, less obvious is the term VFR which means visiting friends and relatives. Least obvious is the term common interest. It is used to describe travelers who are joined by other travelers who have come to share the same experiences when they reach their destination. Pilgrims, conference and convention delegates, people who travel to health spas and medical centers, participants and spectators at sporting events are all part of the common interest category. Tourism is about the industries that look after these travelers. The key points here are:  They can travel for a lot of different reasons.  They need people to look after them and to provide services like food and dink, somewhere to stay, transport to get about, help and information to get about, activities and entertainment and transport to get them out and home again.  Visitors from another country often need extra care because things like social customs, the language and currency may be strange to them.      Accommodation and catering sector Transport sector Travel agencies Tour operators Entertainment and leisure providers

 Guides and information services The above business makes up the private sectors.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Government departments with tourism responsibilities (transport / planning and development / policy making / immigration / customs and excise / licensing and regulation / destination marketing) are in the public sector. There is one definition of tourism that has universal acceptance. It says that: "Tourism is the temporary movement of people to destinations outside of the places where they normally live and work, and their activities during their activities stay at these destinations." FOOD AND SERVICES BEVERAGE

When we speak of hospitality it is important for us to get a clear understanding of the component parts of our industry. We can use the model below to help us to do this and it also allows us to see the importance of each worker in the industry. As we can see the hospitality industry consists of two important parts: 1. The customer or Guest 2. The Service Provider (Hotel, Restaurant, etc.) On the customer's side we know that each customer has needs or expectations. A typical example of these needs exceptions would be:  Quality of food  Value for money  Quality service  Comfortable surroundings  Safety and hygiene standards The service providers must ensure that they meet the exceptions of guests / customers by making the following available:  Staff (sufficient in number)  Products (of good quality)  Service (of good quality)  Environment (comfortable and clean) As we can see from our model, when the customer's expectations are met or exceeded by the service provider, the customer feels for many people. One of the most important things for the service provider to do is to have a skilled workforce. We can divide the type of skills needed into two categories: 1. 2. Technical skills ( the ability to perform the task to standard) Social skills (the interaction between staff and the customer)

Through this Food & Beverage Service program we will work to develop both of these skills.

Never forget that people are the most important asset to any hotel. You must never under estimate the importance of your role in providing the guest with a pleasurable experience.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures SOCIAL SKILLS We have previously mentioned social skills, and what we mean by this is interacting with guests, e.g., meeting or greeting guests, or perhaps our ability to hold a conversation with a guest or guests. Here are four important points to remember when greeting guests: 1. 2. 3. 4. Good smile Eye contact Correct greeting Good body posture

You will know from your own experiences as a customer the difference made by a warm, friendly greeting, from the person serving you. Your own greeting to customers should always be polite and courteous. A smile is always well received by guests. The precise words you use to greet customers will depend on the time of the day and the style and rules of your establishment. For more formal places "Good evening, Madame" will be expected, while for casual or informal places, "welcome to freddies" might be appropriate. Also remember that customers feel welcome when you use their name, e.g., "Good evening Mr. Samarage ". The most common greetings are "Good morning", "Good afternoon", "Good evening", and "Good Night". Usually a sequence of events happens when a gust enters a restaurant. This is called the meet, greet and seat sequence, because firstly we meet the customer, followed by a greeting and then we seat the customer at a table. The ideal situation is for you to escort the customer to the table. You can then help everyone get seated comfortably. Pullout chairs, unfold napkins, hand out menus, etc. If the customer is already seated and studying the menus when you arrive, then you must greet them immediately, i.e, "Good evening, sir". In some restaurants staffs introduce themselves by name. You may then offer drinks or take the food orde INTRODUCT ION Written direction from management, particularly at the ‘start up’ of a new hotel is necessary to establish the ground rules and give guidance to staff members. The goals of every department in the Hotel must be crystal clear – with no deviation. Polici es

General Information- That Should be Listed/Filed Standard Operating Procedures A Standard Operating Procedure (SOP) will be in place for each task in the hotel. It will consist of a list of activities involved in carrying out a specific activity. There will also be general staff information such as working hours, grooming and hygiene standards, expected levels of behavior both to colleagues and to hotel guests. New Policies and Standard Operating Procedures When a situation arises and there is a need to establish a new policy or procedure the Departmental Head concerned should produce a draft which should be agreed with the General Manager.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures PLACE OVERVIEW

Description

DEPARTMENTAL OVERVIEW AND CONTRIBUTION THE FOLLOWING GUIDELINES APPLY TO THE FOOD & BEVERAGE DEPARTMENT IN THE AL-SHARAFA

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Ensure service standards are always maintained according to fixed work instructions, to achieve and exceed expectations of a 5 star property . Maintain Hygiene Standards and Regulations in accordance with Municipality requirements for all Food & Beverage operations. Ensure adequate associate training is provided in accordance with fixed work instructions, throughout the year to maintain high service quality standards. Work Instructions are incorporated and devised by the F&B Management. They are to be reviewed annually, in consultation with the Quality Manager to ensure that they reflect the needs of the department, and are in line with the Quality Standards set by the company. Ensure all associates are given equal opportunity for career development, and that performance appraisals are carried out annually. Capture all potential revenue through various promotions and events. Always be fully aware of the competition activities and pricing. Adopt an adequate price policy as per season fluctuation, market receivability /acceptance and in line with our competitors. In coalition with the Sales Department:

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Ensure creation of special events to maximize revenue. 10. In coalition with the Marketing Department: Ensure the Jebel Ali Golf Resort & Spa restaurants and F&B Events are promoted via printed media or through other communication means. 6

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 11. Ensure all Food & Beverage material is kept tidy and well stored. 12. Always maintain breakage of material to the strict minimum through associate training and proper storage. 13. Ensure guest entertainment throughout the year is in accordance to customer profile and fitting with budget constraints. 14. Ensure briefings are carried out on a daily basis to keep associates informed at all times with new promotions, along with any issues that need to be discussed from the previous day. 15. A revenue meeting is held every week where F&B, Sales & Marketing and Revenue can discuss current and new projects. Minutes are to be recorded and documented accordingly. 16. Guest comments/complaints with regards to all departments are forwarded to the Quality Office, and sent to relevant departments immediately, so corrective action can be taken efficiently and promptly. 17. Ensure Beverage quality standards meet or exceed guest satisfaction and reflect the theme of the restaurants. 18. Ensure that prime costs (beverage/ food cost of sale and payroll) is kept within the budget frame. 19. All end of the month reports are generated through the Finance Department and shall be reviewed on a monthly basis. 20. Ensure maximum empowerment is given to each restaurant in charge and associates are able to seek initiatives, creativity and overall Food & Beverage team motivation. 21. Customer feedback will be devised through the Quality Office by recording the information on the company database, thus ensuring efficient monitoring and continuous improvement is carried out throughout the F&B sector. 22. Ensure adequate media promotion is carried out, which positively enhances and supports the image of the Resort’s facilities, services and events.

23. A restaurant log book should be completed by the restaurant manager on a daily basis, containing the following details:  Number of covers/Food & Beverage Revenue/Total Revenue/Complains During the Operation/Kitchen Issued The log book shall be signed and forwarded to the F&B Office, where it shall be reviewed by the Director of F&B, who will initiate any corrective action (if any) when required.

Coffee Shop manager This person has overall responsibility for the organization and administration of particular food & beverage service areas. These may include the lounges, floors, grill rooms, restaurants and possibly some of the private banqueting suits. It is the restaurant manager who sets the standard for service and is responsible for any staff training that may have to be carried out on or off the job. He or she may make out duty roaster holiday list and hours on and off duty so that all the service areas run efficiently and smoothly. Duties:  Train staff  Make briefing before every shift  Co-ordinate between management and staff  Make daily report for service  Read and sign the log book  Handling guest complaints and finding solution  Co ordinate between kitchen and restaurant before service  Communicate with the guest (PR)  Co ordinate with the other department if there is any special event

Head waiter/maitre d'hotel/supervisor This person has overall charge of the staff team and is responsible for seeing that all the duties necessary for the pre preparation for service are efficiently carried out and that is nothing is forgotten. The headwaiter will aid the reception headwaiter during the service and will possibly take some orders if the station waiter is busy. The headwaiter helps with the completion of the duty roaster and holiday list and may relieve the restaurant manager on their off days. Captain/section supervisor

Captain has the overall responsibility for a team of staff serving a set number of table, which could be anything from 4 to 8 in umber, from one side board. He must have a good knowledge of food & beverage and its correct service, and be able to instruct other members of the staff. She or he will take the order and carry out all the service of the table with the help of waiter, who is the second in command of the station. Station waiter/chef de rang The station waiter must able to carry out the same work as the captain and relieve him on off days. Both the waiter must work together as a team to provide an efficient and speedy service.

Busbo y This person is next seniority to the waiter and assists where necessary. During the pre preparation period some of the cleaning and preparatory task will be carried out by him.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures KNOWLEDGE OF FOOD & BEVERAGE The staff must have sufficient knowledge of all the items on the menu and wine list in order to advice and offer suggestion to customers. Further more they must know how to serve correctly each dish on the menu, what its accompaniments are, the correct cover, the make up the dish and its appropriate garnish, and also how to serve various types of drinks, in the correct glass and at the right temperature.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures HOURS OF WORK HOW THE FOOD AND BEVERAGE DEPARTMENT RELATES TO OTHER DEPARTMENTS WITHIN THE ESTABLISHMENT: KITCHEN FRONT OFFICE : : Producing food for service. Accepting, transferring Telephone call, messages or reservation Maintaining all furniture, Fixture and fittings. Purchasing all stocks of both food and beverages items. Room service food order. Purchasing debtors and Creditors, customer billing.

MAINTENANCE

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STORES HOUSE KEEPING ACCOUNT AND FINANCE

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures STANDARD OPERATING PROCEDURES Department Task Responsible for SOP Date Issued Document Reference # Food & Beverage: Service TAKING RESERVATIONS Food and Beverage Director F&B S 001

Poli cy Table bookings will be taken for the following out Our coffee shop work on a “first come, first serve” for guests. Guideli nes Approximately 50% of Food & Beverage bookings are taken by Front Office or Guest relations, the rest are received through the direct line of F&B or by guests who are frequently visiting the Coffee Shop. Most complaints are due to miscommunication between the F&B Office and Front Office/ Resort Relations regarding details such as smoking/non smoking, the view, timing of reservation, number of persons booked or table preferences. An additional problem is that guests tend to turn up at the wrong outlet or at the wrong time. Proced ures Booking Process Food & Beverage (In House Guests) A table reservation form with three copies will be completed and allocated as follows; Reservation will be taken directly by each restaurant straight on the reservation book and whilst the Coffee Shop is closed the reservation book will be at the FO for all the reservation to be taken. The following details will be noted on the reservation form:  Name and room number, number of guests  Restaurant name, dining day and time, smoking, non smoking, terrace, baby chair, other Preferences of guest and mobile number.

 The name of the person who has taken the reservation, the date and time.  Ensure all details are confirmed before issuing the white copy to the guest. Advise the guest of the appropriate dress code for the restaurant and inform that the reservation will be held for 30 minutes after the ‘dining time’ before the table is released. Thank the guest. Booking at Front Office desk or Resort Relations desk will be handled as follows:  Receptionist/Hostess will greet the guest and take down the relevant details by ticking the  Boxes required such as outlet, seating preferences, time, etc.  Receptionist/Hostess will call the F&B reservations and confirm availability of the booking as per the requirements.  Receptionist/Hostess can book directly with the restaurant during the actual outlet service time.  If F&B reservations confirm the booking, the Receptionist/Hostess will sign the completed form and give the white copy to the guest for their reference.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures  In cases where booking requirements cannot be accommodated  If the Receptionist/Hostess is unable to obtain a booking confirmation from F&B reservations i.e. closed/does not answer the phone, they must record all the guest details and requirements on the same form, mark the form with TENTATIVE BOOKING (hand written), and advise the guest if external guest that a confirmation of the booking will be posted in his room via message log (Fidelio Front Office). It will be the responsibility of the Receptionist/Hostess to follow up on all booking enquiries received until confirmation is guaranteed. A confirmation during daytime will be guaranteed within 60 minutes to the guest.  Taking Outside/External Guest Reservation  Outside guest booking to be taken straight to the Reservation Book designated to each Restaurant outlet. If each restaurant outlet not available then reservation is to be taken by the Front Office.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Procedures Opening the Outlet  Collect relevant restaurant keys from Security Office.  (responsible appointed person from morning shift)  Sign in the Key Register.  Collect the cash float and rooming list from Front Office. (responsible appointed person from morning shift)  Check respective Restaurant pigeon hole. Sign your name, restaurant and date. Check for any memos or printed  Open all doors where applicable.  (After opening the restaurant the key should be with out let manager/asst.manager or waiter.)  Switch on lights according to the light mood setting.  Check and Switch on the A/C.  Switch on Music.  Switch on Coffee machine.  Collect all Communication and Reservation Books from the Front Office.  Collect and Check all requisition forms made during the previous night operation.  Collect Linen for the day’s operation  Check that side stations are clean and well prepared with cutlery, crockery and glassware.  Check all equipments such as wine buckets etc.  Go thru the night shift information book for more dilates or information.. Preparation  Prepare all condiments.  Check for non-available items. hea d Food & Beverage: Service OUTLET OPENING DUTIES Food and Beverage Director F&B S 002

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures  Check for any special dishes of the day.  Check the appropriate Table Set up according to reservations/bookings for the day.

Pre-shift meeting (Briefing)  Briefing should be conducted by the Restaurant Manager/Supervisor everyday before the start of each shift.  Chef to inform/brief the Restaurant Manager/Headwaiter/ about the running low or out of stock menu items and daily specials as well.  Bar staff have to inform about the running low or out of stock menu items and daily . Specials as well.  Restaurant Manager/ Headwaiter to encode the running low/out of stock item/s to the MICROS system and update the staff as well during service  Inform associates of available, running low or non available items, VIP guests. Station Assignment/s etc.  Discuss about guest complain and how to avoid it.  Discuss about sales repots and our budgets.  After briefing Waiters/Waitress to double check the table set up according to the standards and make sure everything is set up according to standard set up. Weekly Rota  Weekly Rota for all levels of associates should be kept for a period of one month after expiry for future reference.  All Outlet Managers/Supervisors to act accordingly. Outlet Logbooks  Outlet logbooks (information book) must be kept for a period of 12 months for reference.  All Outlet Managers/Supervisors to act accordingly if any complaints are recorded.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Procedures Re-Set Tables  Re-set tables for the next day’s operation  Check all side stations for used equipment. Closing the Outlet  Close all doors (where applicable)  Prepare and organize requisition for next shift operation.  Switch off all lights.  Switch off music system, Coffee machines, Crepe and Waffle machine, Knefeh machine, Whipped cream machine and Plates heater machine.  Coffee Shop must be left clean and tidy at all times.  Fill up maintenance request if needed. Hand Over of Cash Sales and Checks to Front Office  Hand over the Coffee Shop keys to the Security.  Hand over cash sales and checks in accordance with Cashiering Procedure.  Sign out of key register at the security.  Sign your name, outlet name and date. Food & Beverage: Service OUTLET CLOSING DUTIES Food and Beverage Director F&B S 003

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Greeting & Seating  Make yourself aware of customers at all times and maintain a general care of them as they are walking into the Coffee Shop.  Greet the guest within 15 seconds in a pleasant and friendly manner.  Ascertain guest’s name and use guest’s name at each appropriate moment.  Ask the guest for his/her table preference is smoking or non- smoking, or outside table. (Remind that smoking is allowed only in the terrace premises of the coffee shop)  Ask the guest to follow you and lead the customer; do not be led by the customer. Always Look back to see whether guest is still following.  Seat guests only at fully laid tables and assist with seating, ladies first. Ensure the guest is seated within 1 minute of arrival.  Always offer chair assistance.  Give help to remove coat/ jacket if needed(lady first) Menu Presentation and Orientation  Present menu open and begin with children, ladies, men and host last.  Always offer a menu orientation, but don’t automatically give this, only act when a guest requests this option.  Inform of any special items and provide full explanations.  If the guest has preferences, provide suitable recommendations. Order Taking- Preparation  Ensure you have detailed knowledge of the products (food & beverage), the menu and the ingredients. Food & Beverage: Service SEQUENCE OF SERVICE Food and Beverage Director F&B S 004

 Prepare pen and order taking pad before approaching the table within 5 minutes of giving the menu.  Stand correctly and maintain eye contact when talking to the guest.  Maintain conversation throughout the order taking process.  Start with ladies first, followed by gentlemen and always the host last (if host is a lady take her order after the last lady guest). 18

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures  Repeat the order to the guest straight after taking his/her order, “Excuse me Mr. XXX, may I repeat the order”?  Always thank the guest.  Place the order with the kitchen or the assigned section and indicate to the Chef any special requests.  Beverage orders should be taken within 2 minutes of the food order being given.  Menu should be taken away at the same time waiter/waitress finishes taking order. Service  Beverage should be served within 3 minutes from ordering.  Ensure that cutlery is placed to accompany the order.  Review the table for extra drinks; always offer the guest a refill if their drink is nearly empty.  Change ashtrays on a regular basis.  Offer extra napkins (paper napkin) if they fall on the floor or appear dirty.  Serve order when ready from the Kitchen or section, when presenting the dishes present as follows; children, ladies, gentlemen followed by the host last.  While holding plate never put your finger inside the plate surface  Food is to be served within 10-15 minutes of order; dessert is to be served within 5 minutes of order except Crepe and Waffle it takes the same time of preparation as food and served form the right hand side where possible.  Regularly enquire with the guest whether everything is to their satisfaction.  Normal opening time is from 7.00 AM till 12.00 PM. Check Back  Check back – always return to the table to enquire if everything is satisfactory. “Excuse me Mr. XXX, is everything to your satisfaction?

Clearance  Clearance: DO NOT CLEAR ANY PLATES BEFORE EVERYBODY HAS FINISHED, start with children, ladies, gentlemen (host last). Remove all cutleries that were placed for the particular dish. ( if any guest request for clearance do it to the who asked only )  Re-check the table for any additional service points. Extra cutlery to be placed if required.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures  Dishes to be cleared within 3 minutes of all guests’ finishing. Serve and clear next course to the same standards as appropriate and remove additional side plates & cruets using a round service tray( when clearing glass always use a tray). Crumb Down  Wipe down the table if appropriate with a napkin and side plate. Never wipe crumbs onto the floor. Dessert  Place desert cutlery if not already placed.  Offer a drink with the dessert.

Hot Beverage Service  Offer the guest the option for coffee or tea: “May I offer you a selection of coffee or tea, Mr. XXX?”  Offer the guest choices for both tea and coffee i.e. Turkish, espresso etc. Offer additional coffee or tea refills  Always ask the guest whether he wants coffee with the dessert or after.  Use service tray and serve within 5 minutes of order, or 5 minutes of the dessert being cleared. Check Presentation  Never present the check to guests without first being asked.  Ask the guest whether everything was to their satisfaction.  Ensure check is accurate; this should be presented within 1 minute of being requested.  The check must be clearly itemised and correct, and presented with a hotel pen in a clean bill folder.  Handle discounts where applicable obtaining relevant details.  Never stay behind the guest when he is paying  Check if guest forget something before his departure  Cash payment receipt to be automatically offered.  Credit Card – associate must verify signature or use PIN.  Thanks the guest for visiting our place

Departure/Farewell  Thank guest by name and wish them a pleasant evening.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Greet the Guest  Guest should be greeted or acknowledged by the Hostess, Headwaiter or the closest staff member within 15 seconds upon entering the Coffee Shop.  Guest should be greeted in a friendly and pleasant manner. Associates should always smile.  Always use eye contact with the guest.  The waiter/waitress should ascertain the guest’s name and this should be used throughout interactions where possible.  Greet guest with the time of day i.e. Good morning, Good evening Mr./Mrs. XXX. Special Requests  Check the availability of tables. (If the table is not available apologize to and offer another table closest to the guest preference.  Ascertain guest’s name and room number.(If Applicable)  Guest should be asked whether they would prefer a smoking/non smoking table. Inform guest how close His/ Her table in the smoking area.  Ascertain number of persons.  Use guest’s name.  Guests should be offered the choice if available whether they would like a window table, terrace table or if they have any special requirements e.g. child seat. Seating the Guest  All guests should be seated as soon as possible upon arrival.  The Hostess/ Headwaiter should escort the guests to their table.  Pace your walk according to the guest and look back to see if guest is following and wait when necessary. (Pacing is at least 2-3 step ahead of the guest/s) Food & Beverage: Service GREETING AND SEATING Food and Beverage Director F&B S 005

 Always use the least distance going through the guest/s allocated table.  Never say to the guests: follow me, but rather say: This way please.  The host/waiter should always seat the guest at a fully laid table.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures  Chair assistance should always be offered to the guest. (If applicable politely assist the guest/s in taking off His/ Her suit or jacket.)  Help if guest want to put off his coat/jacket. lady first  After seating the guest/s inform them of the staff that will attend them very shortly.  Ensure that you seat ladies first, then gentlemen and host last  Use baby chair if requested

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures

Department Task Responsible for SOP Date Issued Document Reference # Body Position

Food & Beverage: Service MENU PRESENTATION Food and Beverage Director F&B S 006

 When presenting the menu stand to the right hand side of the guest  Avoid direct guest contact.  Avoid leaning over the guest  Maintain eye contact when talking with the guest.  Always smile. ( when appropriate) Menus  Menus should be clean, in good condition, free from any stains and bad odor.  Check that you present the guest with the menu of their preference i.e. English/Arabic.  Manager and Headwaiter should be aware of any item that is not available on the menu. Present the Menu  The menu should be presented from the right hand side.  If children are present they should be presented with the menu first. (above 5 yrs below 10 years)  If no children are present then ladies should be presented with the menu first, followed by the gentlemen, the host will always be last. If host is a lady she will then be presented with the menu last amongst the lady.  The menu should be presented already open on the first page.  Always use guest name where known, at least that of the host.  Announce to the guest “the menu Sir/Madam”

Menu/Product Knowledge  Always inform the guest of any specials of the day.  Be sure you are able to answer any queries from the guest regarding menu items. If not known, ensure that you follow up and confirm back to the guest.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures  Try to accommodate any reasonable off menu requests, additional condiments, sauces, dietary requirements etc.  Inform the guest if anything from the menu is unavailable.  If during middle of the service; kitchen or sections runs low of any menu items the Chef is to update the Coffee Shop Manager or the Headwaiter of the situation and the latter to communicate the information to all concerned staff.  If there is any special food request made to the waiter/waitress, just always remember to ask the Chef before confirming to the guest by Yes or No. i.e.

Department Task Responsible for SOP

Food & Beverage: Service TAKING BEVERAGE ORDER Food and Beverage Director 25

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Date Issued Document Reference # F&B S 007 Taking Beverage Order  Waiter/waitress should have good product knowledge of the beverages available within the establishment to assist guests when required.  Ladies beverage orders should be taken before gentlemens’. If children are present their beverage orders should be taken first.  If host is a lady, her order will be taken last amongst the rest of the other ladies then gentleman last.  Be able to recommend drinks with the appropriate meals.  Ascertain preferences, i.e. ask guest if they prefer ice in their drinks.  Always offer water (ascertain type of water i.e. still/sparkling) in addition to other beverages. Write Order Correctly  Write K.O.T as per food order. Order should be taken within 2 minutes of beverage order or when the guest is ready. Confirmation  Ensure the order is repeated slowly and clearly back to the guest to prevent any mistakes from occurring.  Check back with the guest that the order is correct and understood.  Check and write any missed out orders.  Inform guest of cooking time if there are food order that will take more time than the regular menu item/s.  Thank the guest  Gather together the menus  Return the menus to the service sideboards Serve drinks accordingly, within 5 minutes of ordering. Taking Tea/Coffee Orders  Always automatically offer the guest tea/coffee after their meal.

 Whether a guest requires tea or coffee, offer a selection of both beverages.  Ascertain preferences, for example cappuccino, regular, decaffeinated.  If tea is requested then offer the guest a selection of teas on his table for his choice.  Ask the guest whether hot or cold milk is preferred. Offer guest alternatives if available such as hot chocolate, Turkish coffee, liquor coffee etc. 26

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures  Confirm back the order with the guest. Write order correctly  Serve orders, Refills should always be offered. Acknowledgement Always thank the guest and use the guest name whenever possible.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Beverages  Drinks should be served within 5 minutes of taking the beverage order. Service of Beverage Order  To be delivered to the guest on a restaurant tray.  Drinks should be served from the right side of guest if space allows.  Waiter to supply and place drinks as requested.  Announce the drink order to the guest before placing on the table to ensure that guest receives the correct drink.  Waiter to handle glass from stem or base at all times.  In the case of bottled/canned or mixed drinks, these should be poured in front of the guest and not pre-poured.  Drinks to be served in the correct glassware. Glassware should be matching in pattern and consistent throughout the restaurant.  Glassware should be clean and free of any chips or cracks.  Any garnishes should be fresh and appropriate.  Drinks should be chilled if applicable.  In case of a mixed drink a stir stick is to be provided. Refilling of Beverages  Waiter/waitress should offer replenishment when the glass is one third empty. Always ask the guest if they would like a refill.  Associates must offer an additional beverage within two minutes of drinks being empty.  Always place beverage order on top of a hotel branded coaster if table cloth is not applicable to the outlet.. Food & Beverage: Service SERVING BEVERAGES Food and Beverage Director F&B S 008

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Coffee/Tea Service  To be carried out after service of dessert or when requested by the guest.  All crockery used in tea/coffee service should be clean, free from any stains and chips.  In the case of filter coffee offer to pour for the guest.  Filter coffee should be made at regular intervals so that it is always fresh and of the correct temperature. Sugar Selection  An assortment of branded white and brown sugar must be provided as well as sweetener. Tea  A variety of Tea bags should be offered.  Ensure that all tea bags are within their shelf life. Tray for Service  Prepare tray for Coffee service:  Coffee cup/saucer/teaspoon  Sugar bowl  Jug with milk (Always check milk quality and freshness)  Coffee pot (Always check condition; must be free from any stain and chips)  Tea Order:  Tea cup/saucer/teaspoon  Sugar bowl  Jug with milk (Always check quality and freshness)  Tea pot with boiling water  Selection of Tea bags.  All trays should be clean and well polished. Food & Beverage: Service TEA/COFFEE SERVICE Food and Beverage Director F&B S 009

Service of Tea/Coffee  Place tea / coffee cup with saucer and teaspoon on the right hand side of the guest.  Tea/coffee pots should be placed beside the cup.  Milk / sugar bowl should be placed in front of the guest. 29

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Use of the Coffee Pot  For coffee orders  Pour coffee from the right hand side where possible  Serve a small glass of chilled water along with the coffee order. Coffee types (other than filter coffee)      Cappuccino Latte Espresso Turkish Macchiato

Service of Espresso  Demitasse cup / spoon / saucer Service of Cappuccino  Coffee cup/saucer/teaspoon  Always sprinkle cinnamon powder on top of the cappuccino.  Sprinkle chocolate powder only when requested by the guest.  Serve a small glass of chilled water along with the coffee. Service of Turkish Coffee (if applicable)  Turkish coffee to be prepared as per the guest request.  To be prepared in a Turkish coffee pot. Pour on a demitasse cup in front of the guest.  Small glass of chilled water along with the coffee order to be served. Cookies or Chocolate  To be served to guest when they order tea/coffee separately. (2 cookies or 2 pieces of chocolate are to be served for one pot of tea/coffee)  Cookies or chocolate to be served on a side plate.

Department

Food & Beverage: Service 30

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures CLEARANCE METHODS Task Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 010 Clearing Methods  Plates should be cleared within 3 minutes of all guests finishing their meals. Unless requested by the guest otherwise. Clearance of plates  Use the two plate clearance method.  Use left forehand for stacking. (Stack maximum 4 Plates.)  Right hand for clearance.  Crockery/cutlery should be cleared on a buss tray into the stewarding area of the kitchen.  Always clear from the right if space allows  Avoid guest disturbance  Clearance to be carried out course by course  Associates should remove side plates, side knives, butter and cruets on completion of main course.  Condiments that comes with any dish to be cleared upon completion of that dish. Clearance of Cutlery  Respective cutlery also to be removed, course by course- avoid guest disturbance  To be carried out by using a tray once the food order has been taken. Extra cutlery should placed at this time depending on the guest order.  Covers where no guest is seated should be removed all together with the cutlery.  This should be carried out from the right hand side if space allows. Clearance of Glasses  Empty glasses to be cleared by using a service tray.  Always from the right if space allows.  Avoid guest disturbance.

 Replace glasses where necessary  Always clear empty/soiled glasses by its base/stem. Clearance from Side Station

31

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures  When clearing side stations, never disturb the guest if they are passing i.e. always let a guest through first when passing your way.  Carry out clearance by placing all used equipment on a clearance tray.  Stack equipment neatly and in an orderly fashion.  Do not overload the tray to prevent breakages from occurring.  Clear into the stewarding area of the kitchen. Crumbing Down the Table ( If Applicable)  Crumb down the table from the right depending on the table position.  To be carried out after the main course.  To be carried out using a side plate. Placing Extra Cutlery  Automatically offer desserts after main course.  Before sweet/dessert is served ensure guests have dessert cutlery available on the table.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Clearing Ashtray  Ashtray should be clean and free from any chips/stain. Service Tray  Should be clean and well polished  Ashtray to be placed on the service tray Procedure  Carry clean ashtray on a tray, presented as above.  Clear dirty ashtray:  Clean ashtray to be placed on dirty ashtray  Remove both ashtrays from the table on to the tray.  Avoid ash spilling.  Once the dirty ashtray has been removed, place clean ashtray on the table.  This should be carried out from the right hand side if space allows. Clearance  Ashtrays should be cleared after each cigarette has been finished.  Ashtray should be clean before placing food on the table.  Ashtrays to be checked and cleared after every course or when required. Food & Beverage: Service CLEARANCE OF ASHTRAYS Food and Beverage Director F&B S 011

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Choose Equipment  Select glass cloth- Cloth should be clean, dry and absorbent and free from any odour.  Select bucket with hot water- Water should not be too hot; the bucket should be clean and free from any odour. Method  Hold glass stem and dip the mouth in the water  Hold one end of the glass by the stem and use the other hand for wiping.  Ensure that the glasses are not chipped and that there are no fingerprints/ marks on the glass.  Place the wiped glass on a clean rack/clean tray. . Food & Beverage: Service GLASSWARE POLISHING Food and Beverage Director F&B S 012

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Choose Equipment  Select cleaning cloth- Ensure that the cloth is clean and absorbent. Only use discarded linen cloths provided by linen room. DO NOT USE NAPKINS AT ANY TIME.  Select ice bucket with hot water- Make sure the bucket is clean and free from any odour.  Prepare empty plastic cutlery rack- Check that the rack is clean. Method  Ensure the cutlery is not damaged in any way.  Have the empty cutlery rack in front of you.  Place the cutlery in hot water bucket  Take one end of the linen cloth and lay on your left hand. Take some cutlery, holding them in your left hand, take the other end of the linen cloth and by your right hand start wiping them one by one.  *Note: Do not touch the cutlery with your hands  After it is wiped place in the cutlery rack Standard  Whilst wiping check if the cutlery is clean and completely dry.  All cutleries should appear without stains/smear marks, and should be well polished.  Use empty rack to place clean unused cutlery in.  Ensure when placing cutlery on the table that it is to the required standard. Food & Beverage: Service CUTLERY POLISHING Food and Beverage Director F&B S 013

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Choose Equipment  Select Cleaning Cloth- Only cloths, which have been issued from the linen room, should be used. The cloth should always be clean and free from any odour. DO NOT USE NAPKINS AT ANY TIME. Method  Hold plate in one hand and use the other for polishing each chinaware item.  Chinaware should be free from any chips, stains and food debris.  Chinaware is polished from both sides. Food & Beverage: Service CHINA WARE POLISHING Food and Beverage Director F&B S 014

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Food & Beverage: Service PLACING AND CONDUCTING Food and Beverage Director F&B S 015

Two types of Requisition  Food Requisition  Can be collected from the stores any day except Friday when the store is closed or as agreed by the management.  Stationary Requisition  Made once a week and goods can be collected from the stores only on Sunday or as agreed by the management. Procedure  Take empty “Store Requisition” form and fill it in according to the enclosed example.  Make a separate requisition for food and a separate requisition for stationary.  Put requisition in log book for Head of Department to check and sign.  Before it is given to the stores it must be given to the outlet-in-charge to check and approve.  Once the requisition has been signed it can be taken to the stores, preferably the day before the goods are required. The requisition should be given to the storekeeper.  Collect the goods from the stores.  Always check if the goods and quantities are the same as detailed in the requisition.  Take the green copy of the requisition and give it to your outlet in charge where it will be kept for documentation  Green copy to be filed by outlet In-Charge for stock and reference

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Food & Beverage: Service PERSONAL HYGIENE AND UNIFORM Food and Beverage Director F&B S 016

General Rules While on Duty  Wash your hands regularly, certainly after each visit to the toilet.  Do not scratch and touch skin, hair, ears, nose etc as bacteria are present on the skin which can cause possible risk when it is transferred. If you do have contact you should wash your hands immediately.  Always wash your hand (starting from the wrist up to the fingertips) thoroughly using approved soap and then apply sanitizing lotion/liquid.  Always take a bath/shower daily before reporting for work.  Always use deodorant body spray only.  Do not smoke whilst on duty.  Do not chew gum or food whilst on duty.  Do not pull or stroke hair in public.  Wash hands and face in designated areas only. Uniform Cleanliness  Cloth Uniforms  Wear issued uniform as specified by Director of F&B  Check the uniform that you collect from the linen room is clean, free from tears and frays and well pressed.  Check that the uniform has the correct number of buttons and that none are missing.  Trousers should be at the correct length i.e. not too short or too long.  Use plain / simple belts if required.  Name Badges  Badges should be clean and worn at all times. These should be worn in a prominent position for guests to see.

 Shoes  Well polished and not damaged.  Shoes and socks should both be black 38

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures  Shoes should be with simple lacing no big ornamental buckles.  No high heel or platform shoes are allowed.  Jewellery  Do not wear bracelets, ornament rings or necklaces whilst on duty.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Department Task Responsible for SOP Date Issued Document Reference # Outlet Training  Outlet Managers or Head Waiters/ Waitress will submit their training calendar to the Food th Beverage & Director on the 25 of every month  4 hours a week will be allocated to training.  Training will be conducted by the Outlet Manager or the Supervisors  Training records will be submitted to the Food & Beverage Director. F&B Office Training Programme  It will be the responsibility of the Service Manager to issue the monthly F&B training programme.  2 hours every week will be allocated to the preparation of training.  Food & Beverage training will be conducted all year  Copies of training records will be submitted to the Training Manager.  Training reports will be discussed during the bi-monthly F&B meeting.  The training programme / calendar will be forwarded to the Corporate Training Department. Corporate Training  The training schedule will be issued by the Training department.  The Assistant F&B Director/ Restaurant Manager will be responsible to coordinate and schedule the attendees.  The Assistant F&B Director will be responsible to ensure all associates scheduled attend the training.  The corporate training function will arrange the following training; Food Hygiene, Fire Safety, First Aid, Telephone Etiquette, Language Training, Extra mile Training, Supervisory skills etc.  Follow up training for the above will be coordinated by the Assistant F&B Director.  It is the responsibility of the Assistant F&B Director to ensure that all Food & Beverage: Service MONTHLY TRAINING Food and Beverage Director F&B S 017

training records are current and up to date.

Training Forms & Records 1. 2. 3. Food & Beverage Training Calendar Training Attendance Record F&B departmental training 40

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 4. Outlet training record.

Department Task Responsible for SOP

Food & Beverage: Service LOST PROPERTY Food and Beverage Director 41

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Date Issued Document Reference # F&B S 018 D- A waiter finds a wallet under a chair, recently vacated by one of the clients. The following steps should be taken:  A check should be made immediately as to whether or not the guest has left the service area. If he/she is still in the area, the wallet may be returned to him/her.  If the guest has left the service area, the waiter should hand the wallet to the head waiter or supervisor in charge.  The supervisor or headwaiter should check with reception and the hallporter to see if the guest has left the building.  If the guest is a regular customer, it is possible that the head waiter or head porter may know where to contact him/her to call for the wallet.  If the guest is a regular customer but cannot be contacted, the wallet should be kept in the lost property office until the customer’s next visit.  If the owner has not been found or contacted immediately, the head waiter or supervisor should list the items contained in the wallet with the waiter who found the wallet. The list should be signed by both the head waiter or supervisor and the finder (Waiter). The list must be dated and also indicate where the article was found and at what time.  A copy of this list should go with the wallet to the lost property office where the contents of the wallet must be checked against the list before it is accepted. The details of the find are then entered in a lost property register.  Another copy of the list should go to the hall porter in case any enquiries are received concerning a wallet. Anyone claiming lost property should be passed on to the lost property office.  Before the lost property office hands over any lost property, a description of the article concerned and its contents should be asked for to ensure as far as possible that it is being returned to the genuine owner. The office should also see proof of identity of the person claiming ownership.  In the case of all lost property, the above mentioned steps should be carried out as quickly as possible as this is in the best interest of the establishment and causes the guest minimum inconvenience.  On receipt of lost property, the guest should be asked to sign for the article concerned, also giving his/her address.

 Any lost property unclaimed after three months may become the property of the finder who should claim it through the headwaiter or supervisor.

Department Task Responsible for SOP Date Issued Document Reference #

Food & Beverage: Service RECORDS Food and Beverage Director F&B S 019

42

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures

It is advisable that when an incident occurs a report is made out immediately. The basic information that should be found in the report is as follows: 1. Place. 2. Date. 3. Time 4. Nature of incident. 5. Individual reports from those concerned and signed. 6. Action taken. 7. Name, address and phone number of the guest involved, and also of the staff involved. All reports should be kept in case similar incidents occur at a later date, and for future reference should the need arise.

Department Task Responsible for SOP Date Issued

Food & Beverage: Service SAFE CHEMICAL HANDLING Food and Beverage Director

Document Reference # F&B S 020

43

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures

Safe chemical handling  Do know where the material safety data sheets are posted, and read them.  Do read the labels of all products, before you use them.  Do follow the directions for proper storage, handling, and use for all chemicals you use.  Do ask your supervisor any question or concerns you may have about using a certain product.  Do know how to call for medical help, in case of an emergency.  Do not ever mix chemicals together.  Do not store chemicals in unmarked containers.  Do not store chemicals in or close to food storage, preparation, or serving areas.  Do not leave aerosol spray containers near heat or spray close to an open flame.  Do not dispose of any empty chemical container until you have checked on the label for how to do so.

Department Task

Food & Beverage: Service PREVENTING FALLS

Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 021 Preventing falls

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures  Wipe up spills immediately  Use “wet floor” signs  Wear shoes with non-skid soles and heels  Keep isles and stairs clear  Walk, and do not run  Follow established traffic patterns  Carry dishes and glassware carefully  Sweep up broken glass ;do not use your hands  Use special container to dispose of broken glass , dishes , and other sharp objects  Remove can lids entirely from cans , then dispose of them

Department Task Responsible for SOP Date Issued Document Reference # Personal appearance

Food & Beverage: Service PERSONAL APPEARANCE Food and Beverage Director F&B S 022

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Your overall image is our image. You make a distinct impression on each of our guests. The image you create can enhance or detract from our overall concept and the way our center is perceived in the minds of the guest. You are entrusted with handling our guests’ needs and must, therefore, reflect cleanliness and wholesomeness at all times. Always remember….  You are responsible for keeping your uniform neat and clean at all times. There is no excuse for reporting to work out of uniform.  Do not wear scented lotion on your hands, as it clings to glassware.  A smile is a part of your uniform.  At no time will employees chew gum or eat while in the public areas of our store.  Do not report to work with an un-pressed or dirty uniform, or un-kept hair.

Department Task

Food & Beverage: Service SUGGESTIVE SELLING

Responsible for SOP Food and Beverage Director Date Issued Document Reference # F&B S 023 SUGGESTIVE SELLING

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Selling is a part of everyone’s life. You had to sell the (center name) Management team on your ability as a bartender. “sold” on (Center name) before they come Our in. If customer they is

enjoy

themselves, chances are they will return and “us” to someone else. People don’t like to be “SOLD”. Effective suggestive selling is subtle. You are doing the guest a favor, looking after his best interests by offering your knowledge and expertise and making honest

recommendations. Many of our guests are not familiar with our daily specials. As their intermediary, you are in the position to smooth the way for a confused guest. Above all, be sincere and honest. Always do what you truly believe is in the “guest’s” best interest. Recommend items you know are superior and you are certain they will enjoy. NEVER EVER SELL! Always allow the guest to finish ordering before you start suggesting. Be aware of what the guest is ordering and make sure he understands what he is getting. Read your guests and appropriate cocktails: suggest

 On a chilly evening, “Would you like to try our hot chocolate topped with whipped cream?”  With party people, “How about a Long Island Iced Tea or a Margarita?”  An older couple, “Would you like a (offer them a cocktail)?” Do not confuse suggestive selling with overloading your guests with beverages or food. Your goal is a satisfied guest who enjoyed their

experience and wants to return.

Department Task Responsible for SOP Date Issued Document Reference #

Food & Beverage: Service BASICK FIRST AID EMERGENCIES Food and Beverage Director F&B S 024

Basic first aid emergencies Objectives:

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Recognize the basic techniques that may be used to preserve life, prevent injuries from worsening, and promote initial recovery Your responsibility At any accident or sudden injury situation you must be aware of four key steps to follow 1.     2. Assess the situation Appear calm in front of colleagues or guests Take charge – do not panic Ensure safety Get help immediately Diagnose the situation

 Listen to the others to find out what happened  Smell- can you detect burning; gas ; or alcohol 3. Treat the situation( if possible) while awaiting qualified specialist assistance 4. medical situation as early possible after the accident / injury arrangements must be made to move the casualty to a doctor , any important facts or details about the casualty or circumstances of the accident must be given to the ambulance person , doctor urgent treatment ( i.e.) easing problems of breathing , heart or severe bleeding difficulties , and important treatments of dressing wounds and supporting injured bones may be attempted ONLY by qualified first aiders  Mouth to mouth  Clear anything from the mouth ie dentures  Incline head back  Pinch nose closed  Open mouth  Seal his mouth with yours and blow  Look along chest to see if chest rises fully  Move your mouth away  When your chest falls, take in fresh air and repeat  Once started you must continue until causality breathes on own or ambulance / doctor arrives  Wounds  Pressing directly on a wound flattens the blood vessels and stems

the flow of blood  Pressure needs to applied for 5- 15 minutes to allow blood to clot  Ensure no foreign bodies are present ie bone glass, dirt, etc , before pressing  Press on the wound with a clean dressing ie towel (not cotton wool)  Raise and support the injured limp  After 5/ 10 minutes ,apply a bandage or plaster depending upon size of wound  Arrange for medical attention as soon as possible , if necessary MINOR BURNS AND SCALDS Dos – reassure the casualty Immerse area of burn in clean cold running water for at least 10 minutes Remove any rings, clothing (unless stuck) before area swells. 48

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Cover burn with a clean dressing or Clingfilm/clean plastic bag If in doubt seek medical assistance. Don’t – use creams, fat or lotion.  Use adhesive dressing or plasters  Burst blisters or remove loose skin. ELECTRICAL INJURY:  Casualty may not be breathing, and heart may have stopped  Possible burns and shock  Never touch the casualty with bare hands  Switch off the power at mains if possible. TREATMENT: Only by qualified first aider  Commence mouth to mouth and/or chest compression.  Arrange for removal to hospital.  Treat any burns. CHOKING:  Act quickly –speed is essential (if casualty can speak ,cough or breathe they are not choking.) If NOT;  Give four quick blows with the heel of your hand. Deliver these sharp blows rapidly and forcefully between the shoulder blades, while supporting the chest of casualty with other hand on the breastbone.  Press fist into abdomen with four quick upward and inward thrust. (Don’t use this procedure for pregnant women or overweight casualty.).If necessary repeat sequence. Send for medical help if required.

FAINTING:  If casualty feels faint help them to lean forward with head between the knees, taking deep breaths  Don’t give casualty anything by mouth until fully conscious ,and then only sips of water . STINGS AND BITES:  STINGS :  Keep the casualty calm.  If the sting is still in the skin, remove it with a pair of tweezers.

 Avoid squeezing the sac at the top of the sting as this will force more poison into the casualty.  If they develop an allergic reaction seek medical help. SNAKE BITES:  Reassure the casualty.  Clean the area around the puncture.  Place a sterile dressing around and the puncture marks.  If on hand or upper limb, immobilize the limb with a sling.  If on over limb, tie both legs together. SCORPION BITES:  Treat as snake bite.  Immobilize the affected limb. 49

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures  Seek immediate medical aid. FRACTURE AND SPRAINS; SHOCK;  If casualty’s breathing or heart has stopped start chest compression.  If breathing become difficult, or vomiting seems likely, place casualty in recovery position.  Check breathing and pulse every 10 minutes.  Search for and if possible treat cause of shock (burn/bleeding / fracture).  Reassure if casualty conscious lie them down, keep warm. DON’T:     Give casualty a hot water of bottle. Move them unnecessarily. Give casualty anything to eat or drink. Allow the casualty to smoke.

GUIDELINES FOR DEALING WITH BOMB SCARES AND ATTACKS In addition to normal emergency procedures consider the following point when a bomb threat is received by a staff member;  Keep the caller on the line for as long as possible.  Ask the caller to repeat the massage and try to record exact words.  Obtain as much information as possible about the location of the bomb.  Warn caller that the building is occupied, and that the explosion could cause many deaths.  Pay particular attention to background noises that you may hear on the telephone (e.g. engines running, music etc.)  Listen carefully to the voice to tell if the caller is male or female, young or old, drunk , calm, excited etc. try to determine accent.  Immediately caller hangs up notify management and the emergency services.  In general be wary of anyone acting suspiciously –unfamiliar, vehicles parked nearby or strange packages etc. IF ANY DOUBT INFORM YOUR MANAGER IMMEDIATELY………… Department Task Responsible for SOP Date Issued Food & Beverage: Service PEST CONTROL Food and Beverage Director

Document Reference # F&B S 025 Introduc tion: Pest cause enormous amounts of damage and cost to food businesses, and are often the cause of serious food poisoning incidents. As a member of the staff you must be ever vigilant in spotting tell-tale signs of infestation and report them immediately so that action can be taken. Types of food pests Within your area of your work you may welcome into contact with, or see evidence of a variety of pests. Many different species are attracted to food premises. The most common types include:

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures Rodents: Flies: Insects: Rats and mice particularly' though you may also encounter other native species locally. Bluebottles, cockroaches, house flies, mosquitoes, wasps etc. Beetles, lice, flour mites silver Pigeons, crows,

fish, weevils, etc. Birds:

and other indigenous species. Dogs/cats: Domestic and wild varieties, etc, Remember: Whenever you spot any sign of infestation report it immediately to your supervisor so that preventative action can be taken. Signs of pest infestation These tell-tale signs include: Rodents: Black greasy stains on walls, marking the way they move around the area; also evidence of gnawing at food or wood; bad odors and droppings can also be detected.

Flies: Dead or live bodies lying around, brown stains on the floors, larvae in dark corners. Insects: Evidence of food spoilages and foot or Droppings, damage to Smells,

tail prints in flour. Birds:

packages, loose feathers Dogs/Cats:

droppings and rubbish strewn around waist areas.

REASONS FOR PEST CONTROL Pest infestation is bad news for all concerned. Firstly it is against the law to operate a food business while the food area is highly infested. Another concern is that pests will likely cause disease and food poisoning. The business suffers if customers become alarmed by the presence of pests, because of the threat of being bitten or stung, and also because a food premise infested with pests is discomforting and will be discourage custom. Much damage can be caused by pests through them gnawing cables and pipes. No one likes to work in an infested food area and staff will leave more quickly if no action is taken.

PREVENTIVE ACTION We must do all we can to protect the premises from access by pests.  Seal any openings into the building  Rodent proof and fly screen doors and windows, and keep them closed.  Tidy waste areas and remove rubbish regularly  Eliminate all places where pests hide and breed  Keep store well lit, stock held in tight lidded containers stored off the ground and away from walls.

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures

Department Task Responsible for SOP Date Issued Document Reference #

Food & Beverage: Service MIS-IN-PLACE Food and Beverage Director F&B S 026

MIS-EN-PLACE (THINGS IN PLACE) Mis-en-place is all about planning Performing mis-en-place should involve everything ready in advance of our customers arriving, i.e.  Customers area cleaning  lights switched on  ventilation switched on  work area laid out properly  all equipment: working/cleaned/polished/inspected/laid out BAR     Espresso machine Crepe and Waffle machine oranges sliced lemons sliced

 shelves locked 52

FOOD & BEVERAGE : Service Policies and Standard Operating Procedures  water jugs filled  Ice Cream  Juice Bar N.B: All the SOP’s for the bar are exist in tratieur SOP’s RESTAURANT     standard table setting in place background music on spare cutlery glasses ready

The service mi-en-place checklist in this text should be used as guide to help you perform your mis-en- place before opening. SETTING OUT TABLES To be set out tables you will need to:  Check that the table is clean, in good condition. Check that it is free from sharp edges and sits evenly on the floor  ensure that each station has sufficient tables of each size, i.e, to sit two covers; four covers; and six covers  check that there is enough space around the table to allow efficient service and ease of movement  ensure that the area around the tables is clean and uncluttered  check that the chairs the correct type, in good condition, clean and sufficient in quantity EXAMPLE OF CHECKLIST FOR MIS EN PLACE YES 1. Staff on duty at appointed time 2. Correct uniform/service cloth/name badge 3. Menu items and service explained to the staff 4. Station allocated 5. Room and equipment clean and tidy 6. Chairs and tables in correct position 7. Tables checked for correct lay-up 8. Sideboards adequately stocked and prepared 9. Correct storage of cutlery, crockery, and glasses NO

10. Supply of new docket books, pens, bottle opener and matches 11. Accompaniments prepared for service

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures 12. Display tables / doilies arranged 13. Hot plate adequately stocked 14. Condiments replenished and clean 15. Table tops cleaned and polished where appropriate 16. Reservations attended to 17. Smoking areas allocated 18. Air conditioning and lights checked if checked 19. Sufficient supply of clean and correct menus 20. Appropriate set-up for billing and payment

Department Task Responsible for SOP Date Issued Document Reference #

Food & Beverage: Service BREAK TIME Food and Beverage Director F&B S 027

Standard No break will be taken without permission from the management. Procedure  Check the situation of the Coffee Shop  Give hand over your designated area to your supervisor  Not to the colleague, let supervisor give the handover to another staff  Always keep patience to get a break  Never take break beyond the time allotted  Be smart in using time  Lunch /dinner break; 30 min

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FOOD & BEVERAGE : Service Policies and Standard Operating Procedures  Tea break; 15 min  Refreshment 15min

Department Task Responsible for SOP Date Issued Document Reference # Standard

Food & Beverage: Service CURRENCY POLICY Food and Beverage Director F&B S 028

We accept QR ,USD, Euro and GCC Currency. Rest all currency has to be changed from front office. Procedure  Inform the guest about hotel currency exchange rate  Inform that we can give change only in Qatar Riyal.  If possible provide a document that shows the exchange.  Excuse yourself for not accepting other currencies.  Always provide the option of paying in credit card.

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