STANDARD OPERATIONAL PROCEDURE (GENERAL) Food & Beverage Service

 Professional Appearance Standard

• All employees will report for duty in full specified uniform and accessories. They will maintain neat and tidy appearance and name tag  will format all times.
• Briefing standard
• Pre meal briefing will conducted daily 25 minutes prior to opening
• All schedule staff required to attend
• Must be brief, constructive and informative.

Maintaining Condition of Menu Standard

• Menu has to be checked before a restaurant is open.
• Menu must be clean all the time 

Set Up Table Standard

• All table will be fully set up before service with a clean silverware and crockery.
• Set up should be aligned neatly as per standard set up.

Prepare Station Before Service Standard

• Each waiter station will be cleaned and stocked according to par level, maintain during service and cleaned at the end of the shift.
• Because service station  at the restaurant, noise level should be kept in a minimum level.
• Service station will be completely set up 15 minutes.

Taking Reservation Standard

• Reservation will be taken a pleasant voice, articulate well, and polite, be helpful to get the maximum of information in a prompt manner.

    Greet the Guest Standard

• Hostess or F&B attendant will greet the guest in a positive manner.
• First impression is very important
• Greet the guest in a warm, friendly, genuine and welcoming manner.

    Escort Guest to the Table Standard:

• Guest will be escorted to the table, leading them by no more than three  feet, using verbal interactions whenever possible. 

    

    Marking tables standard

• Table will mark immediately after guest seated

    Seating the Guest Standard

• Guest will be seated in a table which is completely set up spotless clean
• Ladies will be seated in a sequence of age from oldest to youngest. Lady seating first, man seated at the last.

    Presenting the Menu Standard

• Menu must be spotless and presentable

    Beverage Taking Order Standard

• Beverage order has to be taken systematically and accurately
• Always use suggestive selling
• All beverage order will be taken in a timely courteous and professional manner.

    Taking Food Order Standard

    Detail Table Standard

• Detail table done by all f & b attendant

    

    Carrying a Beverage Tray Standard

•  The appropriate tray is used to suit the size of order
• A round tray or silver is used for small orders and rectangular trays are used for large drinks order identification of different drinks when serving
• Trays are loaded, starting from the right side.
• Trays are carried with the left hand.

    How to Serve Juices and Soft Drinks Standard

• Soft drinks or fruit juices will be served from the right side.
• Soft drinks will be garnished with lemon and fruit juices will be garnished with same kind of fruit used juices.

    Presenting Check Standard

• Check presented with Hotel
• Check holder with Hotel standard and guest comment inside

    Big Farewell Standard :

• Spent a few minutes to assist departing guest to say good bye and encourage a return visit remember always smile.

    Reset the Table Standard

• Dirty table will be cleaned and reset properly with speed efficiency

    Tea Service Standard

• Tea must be served hot
• Tea must be served from the right side
• One guest one tea cup or pot (ASAP)
•  To be served with cookies

    Cappucino/Hot Coffee Service Standard

• Cappuccino must be served hot
• Cold milk are used for garnish
•  To be served with cookies

    How to Make Cappuccino Standard

• Cappuccino must be served hot
• Cold milk are used for cappuccino
• Cocoa powder for garnish
• To be served with cookies

    Filling Sugar Containers Standard :

• Prepare sugar bowl with tea spoon.