BROVAD SANDS LODGE

FOOD AND BEVERAGE STANDARD OPERATING PROCEDURES

2021
F&B – SERVICE SOPS
SOP: WELCOMING THE GUEST
OBJECTIVE: To ensure the guests have a positive first experience

POLICY:
 All guests receive a warm and friendly welcome
 Acknowledge regular guests
 Ensure guest satisfaction is maximised
 F&B – SERVICE SOPS
SOP: WELCOMING THE GUEST
PROCEDURE

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

2. Use positive body language- eye contact, friendly smile, stand up straight.
3. Address them with the appropriate greeting for the time “ good morning/good afternoon/ good
evening”
4. Try to call the guest by his/her name e.g. good morning Mr xxx, how are you ?
5. If the guest is a regular guest/ VIP, greet by name( if known)
6. Check for reservation
7. Politely ask if they have a reservation, if yes, ask the guest’s name and guide her/him to the reserved
table.
8. If no, guide the guest to his/her table.
9. Do not walk too fast when showing the way to the guest.
10. Say to the guest, this way madam/sir with open palms.
11. Once at the table , ask if the table is to the guest’s satisfaction.
SOP: ORDER TAKING ( FOOD)
OBJECTIVE:
 To ensure the guests’ food and beverage orders are received politely and as per their requests

POLICY:
 All guests’ orders are taken in a timely, polite and accurate manner, following a set of steps to
ensure logical, standardised sequence.
PROCEDURE
 Service personnel are to pay attention to the guest’s body language prior to approaching the
table, as this will indicate if the need help or are ready to order e.g. Menu closed, looking
around for staff.
SOP: ORDER TAKING ( FOOD)
SEQUENCE
 Approach the table with a smile and a warm salutation:
 Have a pen/order pad ready.
 Inquire if the guests are ready to order.
 Write down the table number, your initials and guest number of guests on each
order.
 Take the ladies’ orders first, going clockwise around the table. Take the host’s
order last.
 Write the order down with the position number after each item.
 Circle all the female position numbers on order pad
 Separate each course with a line.
 Make suggestions to compliment guest’s meal( i.e. appetizers, salads , wine )

SOP: ORDER TAKING ( BEVERAGE)

 Approach the table with a smile and a warm salutation:

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

POLICY:
F&B employees should proactively look for opportunities to upsell and maximise F&B sales without offending or diminishing
the guest’s experience.
Upselling is a sales technique where the seller induces the customer to buy more, either higher priced items or other added
ones, in the attempt to make more profitable sale.
PROCEDURE
 To increase overall revenue ( both food and beverage) through the sale of more items or more expensive items,
improving customer service- by helping guests select a product, the guest can be made aware of the best available
options to the item, resulting in an enhanced dining experience.
 Techniques which can be used to may include : recommend specific items by using phrases with impact e.g.
“may I suggest” perhaps would you like to try”. F&B employees must know all the products, prices of products,
cooking technique and origin.
 If customers are undecided about wine, suggest a wine appropriate for their needs.
 Employees must know the wine list.
 Look for an opportunity and time to sale, e.g. when the guest’s drink is ¾ empty, suggest another drink, if the
guest is dining y themselves, suggest wine by the glass.
 Speak clearly and in a friendly manner, never be pushy.

SOP: MAINTAIN FOOD HYGIENE STANDARDS

OBJECTIVE: TO PROTECT EACH AND EVERY GUEST’S HEALTH WHEN

CONSUMING FOOD AND BEVERAGE IN ALL SECTIONS

POLICY:
A FOOD MANAGEMENT CONTROL SYSTEM IS TO BE IN PLACE IN EACH F&B
SECTION ( RESTAURANT AND BAR )
PROCEDURE

ESSENTIALS OF FOOD HYGIENE

 Keep yourself clean, wear clean clothing
 Always wash your hands thoroughly before handling food, after use of toilet, handling
raw foods or waste, before starting work, every break and after blowing your nose.
 Tell your supervisor before commencing work, of any skin, nose, throat, stomach or
bowel trouble or infected wound.
 Ensure cuts, wounds and sores are covered with waterproof, highly visible dressing.
 Avoid unnecessary handling of food
 Do not smoke, eat or drink in a food room, and never cough or sneeze over food.
 Keep perishable food either refrigerated or piping hot
 Keep the preparation of raw and cooked food strictly separate.
 Clean as you go, keep all equipment and surfaces clean.
 Follow any food safety instructions either on food safety or from your supervisor.
SOP: Grooming
OBJECTIVE: First impressions are important. The employees in the
F&B department should represent a hygienic environment.
POLICY:
F&B staff are to be clean, neat and professional in appearance at all times.
PROCEDURE
 UNIFORM
 To be worn every time on duty and as per grooming standards
 Must be clean and freshly pressed
 Name tag must be worn at all times
 FOOTWEAR
 Non slip shoes with toes covered
 Clean and polished shoes
 Colour must be appropriate to uniform( black)
 HAIR
 Clean and well kept
 If hair is longer than collar length, must be tied back away from the eyes and face.
 JEWELRY
 Earrings if must, should be discreet.
 No bracelets, necklaces
 Wedding rings only permitted.
 NAILS
 No nail polish
 Nails must be short, trimmed and clean
 If using hand cream, must be non- grease nature.
KPI- KEY PERFORMANCE INDICATORS –
F&B SERVICE
KPI - PERFORMANCE BASED

PARAMETER WEIGHT

SALES PER COVER( KOT) 30

UPSELLING - UNIQUE ITEMS 40

CLEARED BILLS BY FORTNIGHT 10

ADD ONS 10

GROOMING 5

ATTENDANCE 5

100