Professional Documents
Culture Documents
STANDARD OPERATING
PROCEDURES
A
WAITERING SKILLS
KNOWLEDGE
MAINTAINING A PROFESSIONAL
APPEARANCE
CLEANLINESS OF THE BODY
Take a bath frequently especially before reporting for duty
Apply deodorant or body talcum (do not overuse)
Avoid using too much perfume
POSTURE
Always hold the body erect, with straight head and shoulders
Do not run or lean on pillars, chairs, tables, walls or service station
Stand at assigned station in an attentive and receptive manner
SKIN
Keep it clean and clear, wash often, drink plenty of water and obtain adequate
sleep and exercise
If it is too dry apply moisturizer
HANDS AND NAILS
Wash hands after leaving the toilet and washroom
Keep finger nails short and clean at all times
Do not wear any nail polish
Do not bite nails instead use a nail clipper
TEETH
Brush teeth after all meals and rinse the mouth constantly
If wearing dentures, remember to have them on when on duty
No smoking during working hours, to prevent from smelling
After smoking, always rinse your mouth or eat a mouth freshener
FEET
Keep your and toe nails trimmed
Foot powder is recommended if the feet smell
For extreme cases consult physician
Shoes must be well polished
UNIFORM
Wear only clean well pressed uniform that are free of stains
The uniform should be well fitting
Always wear name tags on duty
All headgear / sashes / pleats of the uniform should be worn
JEWELLERY
Avoid wearing excessive jewellery while on duty
Only wedding band, engagement ring or watch is recommended
No ear studs for males
No bracelets
HAIR
MALE:
Keep hair short, neat and well combed and free from dandruff
Bleaching and dying of hair are not permitted
Hair length must be at least one inch away from shirt collar
Beard is not permitted on duty, unless the employee is Sikh.
FEMALE:
Staff with long hair to tie up hair neatly with black ribbon only
Bleaching and dying of hair not permitted
OPENING PROCEDURE
Open restaurant, switch on all the lights. Make sure all of them are
in a working order.
Read the log book, see if there is anything that requires to be
followed up
Take out cutlery from the shelves and place them in appropriate area
and check the cleanliness.
If re-polishing is required, segregate them and put it for Burnishing /
Plating.
Check the cleanliness of all the tables and chairs.
Make sure all tables are level and not “rocking”, to stabilise them,
we use “cork”, not folded paper
Make any necessary notes for Housekeeping to repair cushion or
Trouble Reports for Engineering to repair umbrellas.
CHECKING STATIONS
Pick up the salver and use left hand to carry the tray (unless you are left-
handed). This is for your convenience as you will be using your right hand to
serve.
Place salver on left palm. Palm should be opened wide to support the base of
the tray and maintain steadiness.
Carry salver at around waist level and the palm level must be lower than the
arm as this will help support the base of the salver and maintain steadiness.
Keep body straight and walk firmly with confidence.
Carry and transfer everything with the salver.
PRE SERVICE & BRIEFING
Prior to briefing, F&B staff should be in full uniform and ready for
service
Check personal grooming and personal equipment (waiter’s friend, pen,
notebook, matches, handkerchief)
Daily specials of day should be checked with Chef ( for Thali orders or
TDH meals )
Check stock availability and out of stock items.
Inform on guest’s special requests, e.g, anniversary.
Inform on yesterday’s revenues (i e: logbook)
Any point regarding general service may be brought up this time
Check mise-en-place
Staff are to break off for Breakfast/ Lunch/ Dinner and final groom before
service
ANSWERING THE TELEPHONE
6. Inform operator of the message and have them deliver it to the room. Should
you see the guest yourself, please give him/her the message directly.
HANDLING SILVERWARE
Pepper shaker
Salt shaker
B&B plate and knife
AP Knife
AP Spoon
Dinner fork
Napkin
Bud vase
Water glass
SEQUENCE OF SERVICE
PROCEDURE :
Check the number of person for the table.
Use a tray and clear the extra settings and the napkin.
Clear settings from the right side.
Remove place mats (for breakfast and lunch) – as per restaurant
standard setup..
If necessary adjust center piece as to give more space for
service.
Always make the table look neat and attractive.
SEATING THE GUESTS IN THE
RESTAURANT
PROCEDURE :
Greet or acknowledge guest within 15 seconds of entering the restaurant.
Every guest will be accompanied to the table and seated within 1 minute.
Stand 9” – 12” behind guest’s chair.
Kept left leg behind and right leg forward touching the chairs back with right
knee (distance between both the feet should be of the length of one shoe).
Hold the chair with both hands from the side of the back.
Lift the chair 1” – 1.5” from the ground and pull back. Let the guest go in.
As the guest is sitting, move the chair forward till it is comfortable for the
guest and rest the chair on the floor.
If possible all ladies will be assisted in the seating procedure.
Staff of adjoining stations will assist with seating procedure if required.
PLACING NAPKIN FOR THE GUEST
IN THE RESTAURANT
PROCEDURE :
Once all guests are seated at the table comfortably, the napkin placing will
commence.
The procedure will start with a lady if there is one and move in clockwise
direction around the table.
Napkin is unfolded alongside the guest from the right and formed into a large
triangular shape.
Excuse the guest and place the napkin across the guest lap, the long side of the
triangle towards the guest.
PROCEDURE :
Once all guests have their napkins place on their lap, the
waiter will offer pre-meal drink.
If water is requested, the waiter will up-sell mineral water or
Evian
If asked, “what do you have?”, the waiter will reply to this
effect, “We have a full range of drinks available from
our bar, would you like to see our beverage list / menu?”
The order will be written on the waiters B.O.T. and fired
into the Micros.
PRESENTING MENU CARDS AND
WINE LIST
PROCEDURE :
Present the beverage menu to the guest within 1 min of his
being seated.
Each guest will be presented with one menu from the right side in
the following manner: always ladies first, always older guests first.
Check with the guest his preference of water.
Water should be served within 2 mins of it being ordered.
Suggest the guest an Aperitif or any other beverage of his liking.
The beverage order must be served within 3 mins of the order
being taken.
Guest will be presented the menu card and the wine list after ice-
water is served.
The menu is presented by opening the menu and holding
it in front of the guest from the right.
One wine list should be given opened to the host of the
table.
The dinner menu should be presented within 1 min of
the beverages being served
After distributing the menus, bring guest’s attention to
the daily special, menu changes or even try to
recommend some typical specialties.
After presenting menus and enumerating the specials,
leave the guest alone to study the menu.
Check for the dinner order within 10 mins of the
menu cards being given.
SERVICE OF PRE – MEAL DRINKS
PROCEDURE :
Place the order and fire it into the Micros.
Prepare the drinks tray with the under-liner at the bar.
Arrange the drinks and glassware on the tray and double check
the order for accuracy (all drinks opened at the bar).
Carry tray into the restaurant at the table.
Serving ladies first, place the coaster ( wherever applicable )
above the knife and place the glass on it (if wine glasses are
placed on the table, put the coaster below the white wine glass).
Take the bottle in your right hand with the label clearly visible to
the guest.
Pour the soft drink / mixer / water into the glass on the table so
that the flow is directed to the inside opposite edge of the glass.
If the bottle / can still contains some beer / soft drink / water,
place it on the table to the right of the glass with a second coaster
underneath (label facing the guest).
TAKING THE ORDER
PROCEDURE :
The Steward / Captain will approach the guest table with his/her
waiters pad to write the order he may say, “Sir/Ma’am are you ready
to place the order?” or “excuse me, may I please take your order
now?”
All restaurant staff should have comprehensive knowledge of the
dishes on offer.
Write in order of courses and after each course draw a line (use
commonly accepted abbreviation).
Against each menu items write the quantity on the left hand side
of the dish and the seat number on the right hand side of the dish.
Remember if the guest orders two appetizers and no main course ask
which appetizer he/she would like to have first.
Depending on guest preference, salads can be served at the beginning,
during, or after the main course.
Don’t forget to ask the guest the doneness of meal i.e.
rare, medium, well done.
Any special instructions by the guest about his food has
to be written down e.g. less spicy, no garlic, extra
sauce…., allergic.
Explain any dish if the guest wants to know more about.
If the guest cannot decide even after your suggestion,
then ask him, “Sir shall I call the chef / manager to
help you with your order?”
NOTE:
As the guest orders each dish, repeat the dish name as
you write, so that you don’t have to repeat the whole
order in the end. Repeat the complete order at the end
after having taken the order.
Thank the guest after taking down his order.
Collect the menu from the guest.
Fire the order into the MICROS.
SERVICE OF BREAD
PROCEDURE:
A variety of bread is immediately placed on the guest table after their food
order is taken and their table set.
All breads will be served in a bread boat / wicker basket with a napkin
pocket in which the bread is placed.
Offer to serve the guest.
Serve from the left side of the guest with a service spoon and service fork.
Bread will be placed on the B&B plate.
Remaining bread in the boat will be placed on the table in the center or
within guest reach to help themselves.
Offer guest more bread if their bread boat seems empty.
Each bread boat must be accompanied with butter in a butter dish. The
portion size will be depending on the number of guests.
Bread boat and butter must be cleared away once the guest has finished
his/her meal or if guest does not require it anymore.
SERVING AN APPETIZER
PROCEDURE:
If a guest picks up a cigarette within a view, light the cigarette (preferably from right but
guest convenience is more important).
Hold match stick between your thumb and index finger, (depending on convenience) and
strike it away from yourself and away from guest.
When lit, holding the match stick with the same fingers keep the rest of the fingers around
the match stick, forming a cup (thus preventing the flame from being blown) and light the
tip of the cigarette.
If lighting the Match stick from the left side, then after striking the match stick hold it
between the first two fingers with the flame facing the guest and light the cigarette.
Turn away from the guest, extinguishing the flame by fanning it out.
Keep the burnt match sticks back in the matchbox in the opposite direction (can be discard
after in the pantry). Never put it in the guest ashtray.
If using a lighter, strike the lighter and bring the flame within the reach of the guest’s
cigarette with the free hand shadowing the flame if necessary
Avoid getting too close to the guest’s face and be careful with bearded guests.
CHANGING ASHTRAY
PROCEDURE:
Take the clean ashtray with your right hand and place
it on top of the dirty ashtray so as to prevent ashes
from flying into guest food and drinks.
Open and offer the humidor (cigar box) to the guest (check
prior to presentation for cleanliness, suitable stock).
Allow the guest to select a cigar.
Offer to clip the cigar (if necessary) using cigar clippers
(remove only a little from the rounded tip of the cigar and
make a clean, crisp cut).
After inspection by the guest, present the cigar to the guest.
Light the cigar by placing the match away from the cigar. If
the guest does not wish to smoke cigar straight away, place it
on a B & B Plate with a box of matches.
Make sure the guest has an ashtray.
FOOD STORE AND BEVERAGE STORE
REQUISITION
PROCEDURE:
Check the actual stock in the restaurant against the par stock for the
food store. Check the consumption of beverage for the previous day.
Make an entry in the food store requisition book of the variance
between the par stock and actual stock in hand. Make an entry in the
beverage store requisition book of the variance between the par stock
and actual stock in hand.
The steward will now get it signed by the Restaurant Manager or the
captain of the restaurant. The food store requisition book will be
counter signed by the Exec. Chef and the F & B manager and the
beverage store requisition by the financial controller and the F & B
manager
The steward has to now take the requisitions and pick up the food and
beverage stores from the stores, which are located near receiving.
The steward will be required to exchange the empty soft
drink bottles for filled ones. After having shown the
empty bottles to the stores personnel , he will keep the
empty crates of bottles in the room near the staff
parking which is meant for storing empty bottles
After the items are issued the store supervisor will sign
saying issued and the steward will sign the requisition
book saying received.
Once the steward has picked up the food and beverage
store the first two copies of the requisition book will be
kept by the stores personnel .
The Steward will now bring back all the items to the
respective Restaurant.
Both the requisition books will be placed back in the bar
and the items stored in the shelves allocated to them.
INTER BAR TRANSFERS
PROCEDURE:
Inter Bar Transfer Form is used when an item is transferred from one
department to another department.
Complete all data required on the form, i.e. from, to, and date.
Write down the items needed, the quantity and unit.
Get it signed by your department head and close the requisition right
after the last item, so that it can not be added anymore.
When receiving the item from the concerned Bar put tick () for the
item which is already given.
Get it signed from the Barman under “delivered by” and under
“received by” signed by the person who receives the item.
Leave one copy of the Transfer Form in the concerned Bar.
All Transfer Forms will be checked by Beverage Controller on daily
basis.
STANDARD FOR PREPARING WHITE
ROSE AND SPARKLING WINE
PROCEDURE
Put the wine bottle in the wine bucket and add ice to approx. 2/3 of the cooler.
Add water to ice level.
Place the napkin on the wine bucket and place wine bucket on
the wine stand..
Carry wine cooler with the stand into the restaurant and place it
on the right hand side of the host.
Turn bottle label facing the guest.
PRESENTING AND OPENING WHITE
ROSE AND RED WINE
PROCEDURE
Hold the napkin in your left hand (napkin to be folded into four horizontally) and with
your right hand lift the wine from the cooler.
Let the bottle drain and then hold it on the flat of your left hand with the serviette
underneath label facing the guest.
Present to the host and identify the wine verbally, mentioning the company, variety and
vintage so that host can confirm that the correct wine has been brought – “Excuse me
Sir, your …”
Wait for his/her acknowledgement. Upon confirming the order, take one step back and
prepare to open the wine bottle.
Hold the bottle firmly in your left hand holding at a 45 degrees angle at waist height
ensuring that the label is facing the guest.
With a ‘waiters friend’ in your right hand, cut the foil with the blade just
above the raised ridge about 5mm below the top of the bottle (place the foil
in your pocket)
Close the blade of the ‘waiters friend’ and open the spiral (corkscrew)
Hold the neck of the bottle firmly in left hand, insert the sharp tip of the
spiral into the center of the cork. Slowly turn the spiral into clockwise
direction, keeping it in line with the core of the cork.
Stop turning the spiral when the last turn of the spiral is still visible to
prevent the spiral from piercing the base of the cork.
Tilt the arm of the ‘waiters friend’ so that the lever rests on the lip of the
bottle. Hold the lever in place using the side of your index finger. Now
extract the cork by raising the opposite end of the body of the ‘waiters
friend’, exerting leverage on the lip of the bottle until the cork starts to bend.
Now cease the lifting action and place your thumb and index finger at the
base of the cork. Twist the cork gently onto its side to remove it from the
bottle. This technique will prevent the cork from breaking and will allow the
cork to be extracted without any distracting popping sound.
Remove the cork from the spiral and return the ‘waiters friend’ into the
pocket.
After removing the cork, leave it on the table on a B&B plate for guest to
nose (do not ask).
NOTE:
The same procedure will be followed for the opening of red wines except
they will not be brought to the guest on a wine cooler, they will be brought
in a cane basket lined with a serviette.
STANDARD FOR POURING WINE
WHITE/ROSE/RED/CHAMPAGNE
PROCEDURE
After the guest has approved the wine, fill the guests glasses starting with the guest
immediately to the left of the host moving clockwise round the table. If there is a lady then
the lady first and then, move clockwise. Complete the service by serving the host last.
When all the glasses have been filled, place the remaining white / rose /
champagne on the table in a wine cooler. If red then leave the bottle in the
cane basket
Remove the B&B plate with the cork
Keep an eye on the guest’s glasses when they are only 1/3 rd , then top them
up
When the bottle is empty, clear it away and ask the host whether they require
another bottle of the same wine or another one from the wine list
If the same wine is ordered again then repeat the procedure without the
tasting
If a new wine is ordered then change glasses
STANDARD FOR OPENING
CHAMPAGNE
PROCEDURE
Take the bottle firmly in your hand, holding at a 45 degrees angle at waist height away
from the guest’s face. The angle helps reduce the pressure on the cork.
With your right hand locate the wire ring on the muselet (muzzle or cage), and untwist it.
Remove foil and cage, holding the cork in place with the thumb of your left hand as an
extra precaution.
Take a service cloth in the palm of the right hand and with it cover and firmly hold the
cork.
Hold the base of the bottle with your left hand and twist it to loosen the cork. Ease the
cork gently out of the bottle into the palm of your right hand.
Wipe the lip of the bottle with your service cloth.
Hold the bottle in your right hand so that the label face the host, and pour
about 30 ml of wine into the glass for approval.
Alternatively, the bottle may be held with the thumb in the punt with the
fingers spread out to support the body of the wine.
SUGGESTIVE SELLING
PROCEDURE
PROCEDURE
Changing cutlery after order has been taken. Gather cutlery from the side
station without creating excessive noise.
Place appropriate cutlery on a service salver which has a linen under liner.
Place additional cutlery next to dinner knife and dinner fork.
All additional cutlery will be placed before the service of that course.
For steak replace dinner knife with a steak knife.
Heaviest dishes are laid where the weight should be closest to the
shoulder.
Glasses are loaded on a separate tray than chinaware..
COMMUNICATING DURING SERVICE
PROCEDURE:
When communicating with anyone during service be brief and to the point. Do not
ramble.
If guests ask for anything whether it is related to F&B or not, you should never say
“that’s not my job” or “please check with the Front Office Assistant for the
information”. You should be able to answer, if you do not know say “I will find out for
you Sir/Madam/Miss”
If a guest asks for a dish, which is not in the menu, say “Sir, may I check with the Chef
and let you know?”
Never say “I am sorry I cannot help you” offer options and alternatives.
Show patience if the bar and kitchen are busy and tempers are flying high.
Before leaving for duty always inform your Manager and wish him and your
colleagues “Good evening, good night”.
Always wish your Manager and colleagues “Good morning, Good afternoon” when
you start your duty.
Always attend all your F&B briefing, take notes and ask questions and be on time.
Mop or sweep floor immediately to prevent any accidents. Do not allow anyone to
step into the area until cleaned.
Do not serve food and drink in broken or chipped glassware and chinaware.
Always have a service cloth handy in case there are any spills on the
guest.
Be careful while opening the service doors.
Check that your foot ware is comfortable, all the straps of your
sandal are tied properly.
Check that your uniform is well worn, specially ladies to prevent
from being tripped.
Inform the guests about hot plates and sharp steak knives.
Avoid horseplay in the restaurant.
PRESENTING THE BILL
PROCEDURE:
To Residents
“Thank you very much, enjoy the rest of your day / evening”
“Thank you very much, good night and sleep well”
“Thank you very much, we will see you in the morning, sleep well”
To Visitors
“Thank you for coming, we hope to see you again soon”
If opportunity permits, then escort guest while going out of the restaurant and thank
him again
Along the way make some small talk with the guest, get their comments
Inform the Restaurant Manager / F&B Manager about any complaints,
compliments, comments immediately
CLOSING EDM OR A & G CHECKS
PROCEDURE:
Close the bill by touching “A & G Check”, and type the name of the person, and
bill can be printed.
All A & G checks should be signed by the concerned executive before he leaves
the Restaurant..
For EDM Checks , do the same thing as above, but the option is “Disc Bev Off”
for beverage and “Disc Food Off” for food
Close the bill by touching “EDM” and put required information.
All restaurants will have separate breakage bins for crockery and glassware
kept in the restaurant.
Whenever any crockery or glassware breaks, it will be put in the respective
breakage bin for accounting purposes.
Every Tuesday a steward will be required to get an actual count of all the
items broken and make an entry in the breakage report.
He will then write the per unit cost of each item and multiply it with the total
amount broken. This will be done for each item.
The steward is then required to total up all the items consumed for the week
and write it down in the breakage report.
After the breakage report is done the steward will make an entry of
the items consumed in the kitchen stewarding requisition book
against the breakage. The breakage report will be signed by the
restaurant manager and counter signed by the kitchen steward and F
& B manager.
The kitchen steward will take the top two copies of the breakage
report.
The steward will then take the kitchen stewarding requisition book to
the stores and collect the items. After the items are issued the store
supervisor will sign saying issued and the steward will sign the
requisition book saying received.
The stores will keep the first two copies. The steward will bring the
items and keep them in their respective place.
LINEN EXCHANGE
PROCEDURE:
The stewards would require to remove the soiled linen from the bin ( kept in the
restaurant ) and count it.
The napkins, waiters cloth, DCM dusters and tea napkins will be counted
separately and made into bundles of 10. The mats ( If in use ) will be neatly
placed on top of each other in stacks of 10 each.
The steward will now make an entry in the linen exchange register of the exact
amount of linen that is soiled and needs to be exchanged.
The soiled and counted linen will now be put in a linen bag and taken down to
the House Keeping Department.
The linen exchange register will be shown to the linen room ( which is in the
basement ) and soiled linen counted and shown to house-keeping.
An entry of the fresh linen issued will be made in the linen exchange register
and House-keeping will retain the first copy. The steward will bring back
the linen to the restaurant and store it in the place assigned for linen storage.
In case, of Balance Linen, it will be collected after the lunch service gets
over.