SOP – Beverage Pickup and Service in Restaurant /BAR B
SOP Number: F&B - 06 Department: Food and Beverage Service – BAR Date !!ued: 06-"arc#-$0% 'ime to 'rain: () "in Make sure the beverage are made as ordered: •
% or $ minute a*ter #aving punc#ed +our order in t#e POS termina, or de,ivered t#e .ritten /aptain Order copie! to t#e itc#en and ca!#ier go to t#e bar counter1
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"i2ing pouring garni!#ing and !erving drin! t#e !ame .a+ ever+ time i! t#e mar o* a 3ua,it+ operation1
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4ive priorit+ to ,adie!5 order!1
Check each beverage for the foo!ing: •
! it t#e correct beverage
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! t#e g,a!! u!ed to !erve t#e beverage beverag e correct
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! t#e garni!# correct
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7ave !pecia, in!truction! been *o,,o.ed1
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7a! an+t#ing !pi,,ed over t#e !ide
Pace drinks on the beverage tra": •
/arr+ t#e drin! to t#e tab,e concerned concern ed 8a,.a+! .it# a tra+91
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ine t#e tra+ .it# t#e ,inen napin to improve t#e ,oo o* t#e tra+ and to avoid !pi,,! and moi!ture1
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;eep e2tra Napin! on t#e tra+1
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Pic up t#e beverage item8!9 *rom t#e bar counter1
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Be*ore ,eaving t#e counter doub,e-c#ec t#e item! .it# t#e /aptain Order 8or t#e printed order91
Carr" the tra" to the tabe: •
/arr+ .it# t#e ,e*t #and #ori
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;eep in mind t#e order in .#ic# +ou .i,, !erve !erve t#e drin! drin! !o +our tra+ .i,, be ba,anced unti, t#e ,a!t drin i! removed1
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Ba,ance t#e tra+ at !#ou,der ,eve, on +our *ingertip! not on +our *orearm1 * t#e tra+ i! carried on +our *orearm t#ere are c#ance! t#at it ma+ tip over1
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;eep +our bac !traig#t a! +ou !tand up1
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* re3uired !tead+ t#e tra+ .it# +our *ree #and1
Server Beverage to the guest: •
A,.a+! Serve ,adie! *ir!t and #o!t o* t#e group ,a!t1
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* t#e beverage napin! at +our #ote, are #aving a ,ogo t#en p,ace t#e napin in !uc# a .a+ t#at t#e ,ogo *ace! t#e gue!t1
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Avoid reac#ing acro!! gue!t!1 "ove around t#e tab,e and !erve ever+ gue!t *rom #im rig#t !ide .it# +our rig#t #and .#en po!!ib,e1
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7and,e !temmed g,a!!e! b+ t#e !tem or ba!e1 =our #and! .i,, .arm t#e drin i* +ou touc# t#e out!ide o* t#e g,a!!1 Never put +our *inger! in!ide t#e g,a!!1
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P,ace t#e g,a!! on t#e center o* beverage napin1
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Fo,,o. t#e gue!t c#ec or order pad to !erve t#e correct drin to eac# gue!t1 Do not a! .#o ordered .#ic# drin1
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t i! a,!o a good practice to repeat t#e name o* t#e drin and an+ !pecia, re3ue!t! a! +ou !erve eac# drin to en!ure t#at it i! correct1
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Be !ure t#at a,, t#e beverage item! *or t#e tab,e concerned #ave arrived1
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Doub,e-c#ec a,, t#e drin! .it# t#e /aptain Order 8or t#e printed order9 one b+ one1
#raining Summar" $uestions:
>%1 ?#at a,, to be c#eced on eac# beverage order >$1 ?#+ it i! re3uired to ,ine t#e tra+ .it# ,inen n apin >1 ?#o !#ou,d be !evered *ir!t and .#o !#ou,d be !erved ,a!t >(1 ?#at i! t#e proper .a+ to ba,ance t#e tra+ >)1 ?#+ it i! re3uired to repeat t#e name o* t#e drin .#i,e !erving
BAR SOPS
SOP – Cear Bar Counter% &ounge and tabe during service SOP Number: F&B - 0@ Department: Food and Beverage Service – BAR ounge Date !!ued: 0-"arc#-$0% 'ime to 'rain: () "in #abe Cearing: •
A tab,e t#at i! not proper,+ c,eared can ea!i,+ create a bad impre!!ion1 One !#ou,d !trive to.ard! #aving a! *e. item! on t#e tab,e! po!!ib,e1
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?ait to c,ear g,a!!e! and p,ate! unti, more t#an on e gue!t at a tab,e i! *ini!#ed !o gue!t! .#o are !ti,, eating or drining do not *ee, ru!#ed1
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A*ter a,, gue!t! #ave *ini!#ed t#eir cour!e a,, p,ate! cut,er+ and !ide di!#e! re,ated to t#e di!# mu!t be removed1
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For removing e3uipment *rom t#e tab,e t#e !ame !ervice ru,e! app,+ a! *or !erving t#e item!1
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* t#e item i! !erved *rom t#e rig#t it mu!t be removed t#e rig#t1 O* cour!e i* t#e gue!t i! not ea!i,+ reac#ab,e *rom t#at !ide one !#a,, co,,ect t#e item! *rom t#e ot#er !ide1 A*ter t#e ,a!t cour!e but be*ore t#e de!!ert a,, p,ate! cut,er+ condiment!1 Bread & butter are c,eaned *rom t#e tab,e and an+ crumb! are removed1
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?#en a g,a!! or bott,e i! empt+ 8and t#ere i! no re*i,,9 t#e+ mu!t be removed immediate,+1
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A,, e3uipment broug#t to t#e itc#en .i,, be !orted b+ t#e .aiter!1 4,a!!e! .i,, be put in t#e appropriate rac! cut,er+ .i,, be put in a !oaing pan *ood ,e*tover! .i,, be di!po!ed o* and p,ate! .i,, be !taced *or .a!#ing1
Cearing Bar #ops and &ounge: •
Remove g,a!!e! napin! *ood p,ate! and !i,ver.are t#at are not being u!ed1
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/,ear empt+ p,ate! *rom t#e gue!t5! rig#t .it# +our rig#t #and1
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* a gue!t appear! to be *ini!#ed .it# an item but t#e g,a!! or p,ate i! not empt+ a! t#e gue!t i* +ou ma+ remove it1
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Put u!ed g,a!! or p,ate i! not empt+C a! t#e gue!t i* +ou ma+ remove it1
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Never !tac dirt+ p,ate! in *ront o* gue!t pic t#em up !eparate,+ and !tac t#em a.a+ *rom gue!t1 Pic up an+ popcorn or !nac! on t#e *,oor1
Changing used Ashtra"'s: •
'urn a c,ean a!#tra+ up!ide-do.n and p,ace it over t#e dirt+ a!#tra+ on t#e bar or tab,e1
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Pic bot# a!#tra+ up and p,ace t#e dirt+ on +our tra+ or be#ind t#e bar '#e cappingE met#od .i,, prevent a!#e! *rom *a,,ing on gue!t t#e bar top or t#e tab,e a! +ou remove a!#tra+1
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P,ace t#e c,ean a!#tra+ bac on t#e tab,e or bar counter1
#raining Summar" $uestions:
>%1 Step! to be taen be*ore !erving de!!ert ,a!t cour!e to gue!t >$1 ?#at i! a cappingE met#od
>1 ?#at i! t#e ru,e o* removing e3uipment *rom t#e tab,e >(1 ! it re3uired to a! t#e gue!t be*ore c,earing t#e p,ate! >)1 Step! *or c,earing u!ed a!#tra+! *rom tab,e
SOP – Cosing routine duties in BAR SOP Number: F&B - 0) Department: Food and Beverage Service – BAR Date !!ued: 0-"arc#-$0% 'ime to 'rain: () "in Cosing Routine duties in hote BAR: •
/,o!ing dutie! are di**erent in di**erent ,ounge!1 =our c,o!ing dut+ c#ec,i!t ,i!t! +our re!pon!ibi,itie! *or t#e end o* +our da+ activitie!1
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/,ean a,, unnece!!ar+ u!ed item! in t#e bar counter i1e1 8u!ed g,a!!e! a!#tra+ di!p,a+ tab,e mat! etc19
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?ipe crumb! *rom c#air! and tab,e! into beverage! napin! and t#ro. t#em a.a+1
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?ipe tab,e! and c#air! .it# a c,ean damp c,ot# *o,,o.ed b+ dr+ c,ot#1 Never u!er ,inen napin! *or c,eaning1
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Arrange tab,e! and c#air! neat,+ a! gue!t! ,eave1 Pic up paper or debri! .#enever +ou !ee it1
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Fo,,o. !tandard di!#-room procedure! *or !craping and tacing !oi,ed di!#e!1
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7e,p t#e bartender put a.a+ item! and .a!#e! g,a!!e!1
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Remove cor! *oi, !crap! ,abe,! and ot#er deb ri! *orm ba!et! to avai, p,ugging drain!1
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mpt+ ice and .ater into t#e appropriate !in1
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Dr+ t#e ice bucet! .it# a bar to.e,1
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Spra+ tra+! .it# #ot .ater to remove *ood re!idue1
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Spra+ t#e tra+! .it# a !aniti
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Date and !tore *ood !uc# a! condiment! and garni!#e! t#at #a! not been e2po!ed to contamination1
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'#ro. a.a+ *ood t#at #a! been in t#e temperature danger
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'#ro. a,, t#e cut garni!# and !poi,ed *ruit!1
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Return empt+ .ine and c#ampagne bott,e! to t#e bar *or inventor+1
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;eep a,, t#e di!p,a+ bott,e! in!ide t#e !tore cabinet1
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Put a,, t#e u!ed g,a!!e! and Store and Pour in t#e g,a!! .a!# mac#ine1
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/,ean and .ipe t#e corre!ponding area bar counter !in g,a!! rac di!p,a+ rac etc1
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Start +our c,o!ing inventor+ and re c#ec a,, t#e !toc! *or re3ui!ition *or t#e ne2t da +1
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/,ean and .ipe a,, t#e g,a!!e! and Store & Pour p,ace it in t#e dr+ area1
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'urn O** a,, t#e e,ectronic e3uipment! i1e1 8Bar Di!p,a+ ig#t!B,ender S.ir, "ac#ine etc19
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oc and c,o!e t#e entire !tore cabinet *ridge etc1
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Doub,e c#ec a,, t#e area!1
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'urn O** t#e e,ectricit+1
SOP – ($uipment ceaning in BAR SOP Number: F&B - 0 Department: Food and Beverage Service – BAR ounge Date !!ued: %)-"arc#-$0% 'ime to 'rain: 0 "in )ipe the tabe top and the chairs:
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G!e a damp rag to .ipe t#e !ur*ace o* t#e tab,e! one b+ one1
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S.eep t#e Bread crumb! out *rom under t#e c#air! and tab,e!1
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Never u!er ,inen napin! *or c,eaning1
Siver!are poishing: •
Pic up t#e .a!#ed !i,ver *rom t#e di!#-.a!#ing area and de,iver it to t#e po,i!#ing area1
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Prepare #ot .ater in !tain,e!! !tee, pot put t#e !i,ver.are into t#e #ot .ater be*ore po,i!#ing1
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po,i!# b+ u!ing an ade3uate !i,ver.are c,eaning c,ot#1
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/#ec t#e !i,ver.are *or an+ damage1
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"ae !ure a,, t#e !i,ver.are i! !toced in good order1
*ass!are poishing: •
Pic up t#e .a!#ed g,a!!.are *rom t#e !#e,ve! ,ocated at t#e di!# .a!#ing area1
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De,iver t#em to t#e po,i!#ing area b+ u!ing g,a!! rac!1
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Prepare #ot .ater in a !tain,e!! !tee, pot !team t#e g,a!!e! inover #ot .ater and po,i!# t#em u!ing g,a!! to.e,!1
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/#ec t#e g,a!!e! *or c#ip! mar! etc1
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7o,d t#e g,a!! b+ t#e !tem or ba!e .it# a c,ean to.e, .#en #and,ing a*ter po,i!#ing1
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De,iver t#e po,i!#ed g,a!!e! to t#e !ervice !tation u!ing t#e app ropriate tra+!1
Condiments and sauces ceaning: •
/o,,ect a,, t#e Sauce bott,e! ,ine t#em up on t#e tab,e and top up bott,e! .#ere nece!!ar+ unti, *u,, but do not mi2 brand!1
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?ipe t#e top .it# a .et c,ot# and t#e entire bott,e i* dirt+1
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Prepare #ot .ater in a !tain,e!! !tee, pot put a,, t#e !auce bott,e cap! into #ot .ater *or about %0 minute!1
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'ae out t#e cap! and .ipe t#em .it# a c,ean .et c,ot# and po,i!# t#em .it# a dr+ to.e,1
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De,iver t#e bott,e! to t#e !ervice !tation a*ter c,eaning1
Sat and pepper set !eek" checking: •
/o,,ect a,, t#e !a,t and pepper !et! in a ,arge container 8!tain,e!! !tee, tra+ or bo.,91
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Dr+ an+ damp !a,t b+ p,acing t#e container near #eat in t#e itc#en 8a! permi!!ion *rom t#e coo!91
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Prepare #ot .ater in a !tain,e!! !tee, pot put a,, emptied !#aer! into t#e #ot .ater1
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'ae t#em out a*ter %0 minute! .ipe and po,i!# t#em .it# a c,ean to.e,1
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Re*i,, t#e bott,e! .it# !a,t and pepper and de,iver t#em to t#e preparation !ervice !tation a*ter c,eaning1
Sat and pepper set dai" checking: •
/o,,ect a,, !a,t and pepper container! in one p,ace remove t#e cap! and c,ean t#e e2terior o* t#e container!1
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Re*i,, .it# ne. !a,t or pepper unti, 0 H *u,,1 No !a,t or pepper container! !#a,, #ave ,e!! t#an #a,* o* it! capacit+1
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?ipe and po,i!# t#e top! and cap! 8c#ec t#at #o,e! are c,ear on t#e cap!9 and de,iver t#em to t#e !ervice !tation a*ter c,eaning1
Peanut bo!s: •
/o,,ect a,, t#e peanut! bo.,! in one p,ace1 Remove t#e peanut! and c,ean t#e bo.,!1
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P,ace t#e c,ean bo.,! to t#e appropriate p,ace a*ter re*i,,ing .it# peanut!1
Cande hoders: •
/o,,ect a,, cand,e#o,der! in one p,ace1 Remove t#e remaining cand,e! and .a21
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/,ean t#e cand,e#o,der a! appropriate to t#eir con!tituent materia,8!9 a! trained1
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Return t#em to t#e appropriate p,ace a*ter c,eaning1
Menu cover and insert:
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/#ec and c,ean t#e menu! dai,+ be*ore t#e out,et open!1
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De!tro+ menu! t#at are .orn crimp,ed or !tained upon t#e Out,et manager5! approva,1
#raining Summar" $uestions:
>%1 ?#at ind o* c,ot# to be u!ed to .ipe tab,e! >$1 7o. to po,i!# !i,ver .are >1 7o. to #and,e g,a!! a*ter po,i!#ing >(1 7o. ,ong !#ou,d t#e !#aer! to be p,aced on #ot .ater >)1 Step! *or c,eaning cand,e #o,der!
SOP – *reeting guest upon arriva SOP Number: F&B - 0 Department: Food and Beverage Service – BAR ounge Date !!ued: %- "arc# -$0% 'ime to 'rain: $0 "in +ostess / Maitre ,': •
?e,come t#e gue!t8!91
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?#en gue!t! arrive .e,come t#em .it# t#e ,oca, greeting1
Appropriate greetings:
Addre!! t#em .it# t#e appropriate greeting *or t#e time o* a! *o,,o.!: 00100 – %%1) - 4ood morningE %$100 – %I1) - 4ood a*ternoonE %@100 – $1) - 4ood eveningE •
G!e t#e gue!t5! name .#en no.1
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'r+ to ca,, t#e gue!t b+ #er#i! name : e1g1 4ood morning "r1 JJJ #o. are +ouE1
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/#ec *or an+ re!ervation1
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Po,ite,+ a! i* t#e+ #ave a re!ervation1 * +e! a! *or t#e gue!t5! name and guide #er#im to t#e re!erved tab,e1
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* no a! i* t#e gue!t re3uire! a non !moing tab,e!moing tab,e.indo. tab,e1
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4uide t#e gue!t to #er#i! tab,e1
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Do not .a, too *a!t .#en !#o.ing t#e .a+ to t#e gue!t1 Sa+ to t#e gue!t : '#i! .a+ "adamSirE .it# pa,m! open1
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Pu,, t#e c#air out 8,adie! *ir!t91
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Pu,, t#e c#air out to ea!e acce!! to t#e tab,e and pu!# t#e c#air bac .#en t#e gue!t i! !itting1
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'#e #o!te!! ,eave! t#e tab,e b+ !a+ing to t#e gue!t C nKo+ +our mea, "adamSiradie! and 4ent,emenE1
)aitress / )aiter: •
?e,come t#e gue!t8!9 .it# a !mi,e1
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?#en t#e gue!t #a! been !eated b+ t#e #o!te!! approac# t#e tab,e and .e,come #er#im .it# a !mi,e1
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4reet gue!t! a! !oon a! t#e+ are !eated1
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ntroduce +our!e,* b+ name1 g: ?e,come to 8Name o* t#e propert+ re!taurant91 5 am Lame! +our ?aiter /octai, !erver etc1
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'e,, gue!t! about t#e !pecia,!1
#raining Summar" $uestions:
>%1 ?#at i! t#e appropriate greeting *or t#e time >$1 7o. to .a, .#en !#o.ing t#e .a+ to t#e gue!t >1 7o. to a! t#e gue!t *or an+ re!ervation
>(1 7o. !#ou,d t#e 7o!te!! ,eave t#e tab,e a*ter ,eaving t#e gue!t >)1 7o. to introduce +our!e,* to t#e gue!t
SOP – *uest -are!e *reeting in Restaurants SOP Number: F&B -JJ 8 SOP !eria, number and department code 9 Department: Food and Beverage Service – 4enera, Date !!ued: DA' '7 DO/G"N' ?AS /RA'D 'ime to 'rain: 0 "in Sett,e t#e gue!t bi,, c#e3ue a! per t#e pre*erred met#od o* pa+ment o* t#e gue!t1 (.ampes of Method of pa"ments:
%1 /a!# $1 /redit /ard 1 Foreign /urrenc+ 'rave,er5! /#ec1 (1 Bi,, to /ompan+ /it+ edger Mouc#er! /oupon!1 •
7and over t#e Feed Bac *orm .#i,e +ou are printing receipt1
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?#en t#e gue!t #a! paid t#e bi,, and prepare! to ,eave t#e re!taurant t#e .aiter !#ou,d !tand nearb+1
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S#e#e !#a,, pu,,bac t#e c#air o* t#e gue!t and #e,p #er#im .#enever nece!!ar+1
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/#ec i* t#e gue!t #a! taen a,, #er1#i! be,onging!1 * not di!creet,+ attract t#e attention o* t#e gue!t to t#e *orgotten item1
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Accompan+ t#e gue!t to t#e entrance o* t#e re!taurant and t#an #im b+ !a+ing '#an +ou *or dining at 8name o* Re!taurant91
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'e,, #im .e are ,ooing *or.ard to .e,coming #im #er b+ !a+ing ?i!# to !erve +ou again or 7ope to !erve +ou again !oon1
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n ca!e t#e gue!t ,eave! .it#out !ett,ing t#e bi,, t#en n*orm t#e !ecurit+ and +our manager immediate,+1
#raining Summar" $uestions:
>%1 2amp,e! o* met#od o* pa+ment! u!ed b+ gue!t >$1 ?#en to #andover t#e *eedbac *orm to t#e gue!t >1 ?#at to be done i* gue!t #ad *orgotten #i! be,onging! >(1 ?#at action to be taen i* t#e gue!t ,eave! .it#out pa+ing t#e bi,,
SOP – Mise (n Pace in &ounge / BAR SOP Number: F&B -JJ 8 SOP !eria, number and department code 9 Department: Food and Beverage Service – 4enera, Date !!ued: DA' '7 DO/G"N' ?AS /RA'D 'ime to 'rain: $) "in Service staff: •
Prepare t#e mi!e-en-p,ace *or c#ina.are a! trained1
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Pic up t#e .a!#ed c#ina.are *rom t#e !#e,ve! ,ocated at t#e di!#-.a!#ing area and de,iver t#em to t#e po,i!#ing area1
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Prepare #ot .ater in a !tain,e!! !tee, pot and po,i!# ever+ item u!ing a c#ina.are to.e,1
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De,iver t#e po,i!#ed c#ina.are to t#e !ervice !tation u!ing tra+!1
*ass!are: •
Pic up t#e .a!#ed g,a!!.are *rom t#e !#e,ve! ,ocated at t#e di!# .a!#ing area de,iver t#em to t#e po,i!#ing area b+ u!ing g,a!! rac!1
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Prepare #ot .ater in a !tain,e!! !tee, pot !team t#e g,a!!e! inover #ot .ater and po,i!# t#em u!ing g,a!! to.e,!1
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/#ec t#e g,a!!e! *or c#ip! !cratc#e! ,ip!tic mar! etc1
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7o,d t#e g,a!! b+ t#e !tem or ba!e .it# a po,i!#ing to.e, a*ter it #a! been po,i!#ed1
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De,iver t#e po,i!#ed ga!!e! to t#e !ervice !tation u!ing t#e appropriate tra+!1
-or fat!are poishing% ie% forks% knives% spoons% etc : •
Pic up t#e .a!#ed *,at.are *rom t#e di!#-.a!#ing area and de,iver t#e item! to t#e po,i!#ing area u!ing tra+! or rac!
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Prepare #ot .ater in a !tain,e!! !tee, pot put t#e *,at.are into t#e #ot .ater be*ore po,i!#ing and po,i!# u!ing a !i,ver.are to.e,
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/#ec t#e *,at.are *or an+ damage bend! or !cratc#e!1
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7o,d .it# a c,eaning to.e, a*ter po,i!#ing and de,iver to t#e !ervice !tation !uing t#e appropriate tra+!1
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"ae !ure a,, *,at.are i! !taced neat,+ in t#e a!!igned !ervice !tation dra.er!1
Condiments and sauce botte: •
/o,,ect a,, t#e Sauce bott,e! and tran!*er t#e content! *rom bott,e to bott,e unti, *u,, but do not mi2 brand!1
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?ipe t#e top .it# a .et c,ot# and t#e entire bott,e i* dirt+1
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Prepare #ot .ater in a !tain,e!! !tee, pot put a,, t#e !auce bott,e cap! into #ot .ater *or about %0 minute!1 'ae out t#e cap! and .ipe t#em .it# a c,ean .et c,ot# and po,i!# t#em .it# a dr+ to.e,1
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De,iver t#e bott,e! to t#e !ervice !tation a*ter c,eaning1
Sat and pepper set 0cruet set1: •
/o,,ect a,, !a,t and pepper container! in one p,ace remove t#e cap! and c,ean t#e e2terior o* t#e container!1
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Re*i,, .it# ne. !a,t or pepper unti, 0 H *u,,1 No !a,t or pepper container! !#a,, #ave ,e!! t#an #a,* o* it! capacit+1
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?ipe and po,i!# t#e top! and cap! 8c#ec t#at #o,e! are c,ear on t#e cap!9 and de,iver t#em to t#e !ervice !tation a*ter c,eaning1
2apkin foding: •
Pic up *re!# napin! *rom t#e ,inen room during t#e aut#ori
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Fo,d t#e napin! in a de!ignated !#ape according to t#e "anager5! or Supervi!or5! in!truction!1
•
De,iver to t#e !ervice !tation a*ter *o,ding1
-i up the service station and bring the foo!ing items according to the estabished par stock :
%1 ?ater pitc#er! $1 Sugar bo.,! 1 Sauce bott,e! (1 'ab,e c,ot#e! )1 "atc#e! 61 F,at.are I1 'oot#pic #o,der! @1 Sa,t and pepper !et! 1 A!#tra+! %01 /o**ee cup! %%1 Service tra+! %$1 ?ater gob,et! %1 Fi,, up t#e ice container1 #raining Summar" $uestions:
>%1 7o. to prepare c#ina .are *or !ervice >$1 Step! *or c#ecing /ondiment! and !auce bott,e >1 7o. to c#ec t#e cruet !et5
>(1 7o. to *o,d napin! 4ive e2amp,e! *or di**erent t+pe! o* *o,ding >)1 ?#at a,, item! to be avai,ab,e a! per par !toc
SOP – Opening routine duties in BAR before service SOP Number: F&B - 0 Department: Food and Beverage Service – BAR Date !!ued: 0%-"arc#-$0% 'ime to 'rain: 0 "in Opening Routine in +ote BAR: •
S.itc# on t#e Bar ,ig#t! di!p,a+ ,ig#t! g,a!! .a!# mac#ine and p,ug in a,, bar e,ectronic e3uipment i1e1 8B,ender S.ir, "ac#ine etc19
•
Read and c#ec t#e og boo #and over note! and re3ui!ition boo1 o
o
/#ec t#e Bar counter !in uten!i,! and *ridge1 /,ean up !pi,,! .it# t#e damp c,ot# *o,,o.ed b+ a dr+ c,ot#1 Do not u!er a ,inen napin to c,ean up !pi,,!1 G!e on,+ de!ignated c,ot#! or c,eaning to.e,!1
•
Report !tained or damaged up#o,!ter+ or carpeting to 7ou!eeeping "aintenance department1
•
"ove and adKu!t tab,e! and c#air! a! needed1
•
A! t#e #ou!eeeping department to vacuum t#e BAR ,ounge t#oroug#,+1
•
?ipe a,, tab,etop! .it# a damp c,ot# and !aniti
3f the BAR uses tabe top cande amps: •
P,ace a ne. cand,e in eac# cand,e ,amp a! needed or re*i,, ,amp! u!ing ,i3uid *ue,1 "ae !ure t#at .ic! are in good condition1
•
* t#e ,amp u!e! ga! t#en mae !ure t#ere are no open *,ame! near +ou .#i,e +ou are *i,,ing ,amp!1
•
Bra!! and !i,ver rim! o* t#e ,amp! #a! to be po,i!#ed i* nece!!ar+1
•
/#ec *,o.er arrangement! and mae !ure t#e va!e! are c,ean and *,o.er! and greener+ are *re!# and neat,+ arranged1
•
* t#e #ote, u!e! arti*icia, *,o.er arrangement! t#en mae !ure t#at t#e+ are *ree *rom du!t1
•
AdKu!t t#e drape! and b,ind!1 "ae !ure t#at t#e+ are #anging neat,+1 * re3uired adKu!t t#em to get t#e be!t appearance1
•
* t#ere i! an+ *ood re!idue or !tain! on t#e drape! and in*orm 7ou!eeeping immediate,+ !o t#e+ can do t#e re3uired c,eaning rep,acement!1
•
P,ace c,ean a!#tra+! on tab,e! in t#e !moing !ection1 P,ace a *re!# c,o!ed boo o* matc#e! in eac# a!#tra+1
•
/#ec a,, bi,,ing !tationar+ e3uipment POS termina,! and printer! are in p,ace and .oring proper,+1
•
Set up t#e Bar counter di!p,a+! tent card! ti!!ue! Bar tab,e mat! di!p,a+ and pouring bott,e! !peed rai,1
•
Pic up a,, !toc! t#at #ad been re3ue!ted +e!terda+1
•
/,ean and .ipe a,, t#e ne. !toc! and rep,eni!#ed t#e *ridge !tore cabine t1 A,.a+! *o,,o. F11F1O1 Standard!1
•
/,ean and .ipe a,, t#e g,a!!e! No .ater !pot !#ou,d be vi!ib,eE
•
Re .ipe a,, t#e bott,e di!p,a+! .ine rac draug#t tap! etc1
•
Prepare +our garni!#e! *ruit! and re*i,, +our Bar organi
•
"ae t#e opening inventor+ !o +ou can doub,e c#ec t#e avai,abi,it+ o* +our !toc! and e2piration1
•
Re c#ec a,, +our routinec#ec,i!t and +ou5re read+ *or operation1
#raining Summar" $uestions:
>%1 ?#at a,, to be done on tab,e top cand,e ,amp! >$1 ?#at c,ot# to be u!ed .#i,e c,eaning up !pi,,!
>1 ?#+ it i! important to read gue!t ,og boo be*ore !tarting !#i*t >(1 ?#at action to be taen i* +ou *ind and !tain on drape! >)1 ?#at i! t#e bene*it o* *o,,o.ing F11F1O !tandard!
SOP – Process drink re orders in BAR / &ounge SOP Number: F&B -JJ 8 SOP !eria, number and department code 9 Department: Food and Beverage Service – 4enera, Date !!ued: DA' '7 DO/G"N' ?AS /RA'D 'ime to 'rain: (0 "inute! 4erif"ing !ith guest if the" !oud ike another beverage: •
Sugge!t anot#er beverage .#en t#e gue!t5! g,a!! i! one-#a,* to t#ree-3uarter! e mpt+1
•
A,.a+! count t#e number o* a,co#o,ic beverage! eac# gue!t #a!1
•
Provide comp,imentar+ !nac! ,ie nut! or ot#er #ig#-*at !nac! to !,o. ab!orption o* a,co#o, into t#e b,ood1
#aking do!n second order on "our scribbing pad: •
Dra. a ,ine under t#e *ir!t order and .rite t#e ne. order! be,o. t#e ,ine1 '#i! .i,, #e,p to ea!i,+ di!tingui!# bet.een t#e *ir!t order and t#e repeat o r ne. order1
•
=ou can a,!o .rite t#e .ord repeatE on t#e !cribb,ing pad i* a,, gue!t! in t#e tab,e re order5! t#e !ame drin *or t#e ne2t round1
Serve additiona beverages: •
/,ear an+ empt+ g,a!!e! .#en +ou !erver or be*ore +ou !erve t#e repeat order1
•
A,.a+! bring a *re!# g,a!! .it# a *re!# bott,e o* beer1
•
Never out +our *inger! in!ide g,a!!e! .#en +ou are removing t#em *rom t#e bar or ,ounge tab,e!1
•
Put u!ed g,a!!e! into +our !ervice tra+1
•
P,ea!e a ne. beverage napin in *ront o* t#e gue!t1
•
P,ace t#e ne. drin on t#e beverage napin1
Monitor guests cose" for signs of into.ications: •
Stop a,co#o, !ervice to into2icated gue!t!1
•
n*orm t#e "anager about t#e !ituation1
•
A! t#e #e,p o* a co-.orer or manager to .atc# or #e,p a! +ou re*u!e to !erve a,co#o, to a gue!t1
•
Remove a,, a,co#o, *rom t#e tab,e .#ic# i! in reac# o* t#e into2icated gue!t1
•
Do not argue .it# t#e gue!t Sugge!t "oc-ta,i! non a,co#o,ic beverage! or *ood in!tead1
#raining Summar" $uestions:
>%1 'ip! *or veri*+ing .it# gue!t *or re order >$1 ?#en !#ou,d +ou .rite t#e .ord repeatE >1 7o. !#ou,d +ou #o,d t#e g,a!! .#i,e removing t#em *rom t#e tab,e >(1 ?#+ it i! important to !top !erving a,co#o, to into2icated gue!t! >)1 ?#at e,!e can +ou !ugge!t to a into2icated gue!t in!tead o* a,co#o,ic beverage!
SOP – Serving !ine in Restaurants /BAR SOP Number: F&B -0I Department: Food and Beverage Service – BAR Date !!ued: 0-"arc#-$0% 'ime to 'rain: () "in Coect the botte of !ine:
%1 Pic up t#e .ine bott,e *rom t#e !ervice bar and mae !ure it i! t#e correct one t#at #a! been ordered and t#at it i! at t#e rig#t temperature $1 For Red .ine put t#e bott,e into a .ine ba!et1 1 For ?#ite .ine prepare a .ine coo,er .it# enoug# ice cube! and .ater (1 ?#en carr+ing t#e bott,e o* .ine into t#e re!taurant a,.a+! #ave +our !ervice napin .it# +ou1 Be care*u, .#en carr+ing .ine1 Present the botte of !ine:
%1 "ae !ure +ou #ave p,aced t#e correct .ine g,a!!e! on t#e tab,e $1 Put t#e .ine coo,er .it# !tand and napin ne2t to t#e gue!t tab,e or t#e .ine ba!et on t#e a!!igned !tation 1 'o pre!ent t#e bott,e o* .ine p,ace t#e !ervice napin over +our ,e*t #and p,ace t#e bott,e o* .ine in +our ,e*t #and #o,ding t#e nec o* t#e bott,e .it# +our rig#t #and t#en !tep to t#e rig#t !ide o* t#e gue!t 8#o!t9 .#o ordered t#e .ine (1 Pre!ent t#e bott,e o* .ine .it# t#e ,abe, *acing t#e gue!t1 At t#e !ame time !a+ t#e name o* t#e .ine 8e1g1 : O,d Mine in*ande, %6@ SirE9 Open the botte of !ine:
%1 P,ace t#e bott,e on t#e !ervice tro,,e+ or !ideboard ne2t to t#e gue!t tab,e1 'ae t#e bott,e nec in +our ,e*t #and and #o,d it tig#t $1 Open t#e bott,e .it# a cor!cre. u!ing a ni*e to cut t#e *oi, *rom t#e top o* t#e bott,e eit#er on or under t#e rim1 Do not turn t#e bott,e .#i,e cutting 1 /,ean t#e top o* t#e cor .it# a !ervice napin #o,d t#e bott,e tig#t in +our ,e*t #and t#en in!ert t#e cor!cre. into t#e midd,e o* t#e co r1 Do not pu!# too #ard (1 'urn t#e cor!cre. !,o.,+ into t#e cor1 i*t up t#e cor !,o.,+ tr+ing to avoid an+ noi!e1 Remove t#e cor *rom t#e cor!cre. and p,ace it on a !ide p,ate and c,ean t#e bott,e nec .it# a !ervice c,ot#1 )1 Gn,e!! +ou are a .ine e2pert do not !me,, t#e cor 61 'ae t#e bott,e in +our rig#t #and and pour t#e .ine !,o.,+ *rom t#e rig#t !ide o* t#e gue!t 8#o!t9 into t#e gue!t5! 8#o!t5!9 g,a!! *i,,ing t#e g,a!! on,+ *u,, .it# t#e ,abe, *acing t#e gue!t I1 A*ter t#e approva, o* t#e #o!t pour t#e .ine into t#e ot#er g,a!!e! ,adie! *ir!t counter c,oc.i!e and t#e #o!t ,a!t t#en p,ace t#e bott,e bac into t#e .ine coo,er or .ine ba!et
#raining Summar" $uestions:
>%1 7o. to p,ace a ?#ite .ine >$1 Step! *or pre!enting t#e .ine bott,e to t#e gue!t >1 ?#o to open t#e .ine bott,e >(1 ?#at are t#e !tep! *or picing up .ine >)1 On,+ .#en !#ou,d t#e .ine be poured to a,, gue!t!
SOP – Setting up service concept in BAR / &ounge SOP Number: F&B -JJ 8 SOP !eria, number and department code 9 Department: Food and Beverage Service – 4enera, Date !!ued: DA' '7 DO/G"N' ?AS /RA'D 'ime to 'rain: () "in *enera Service Concept: •
'#e p#i,o!op#+ o* eac# o* t#e BAR ounge !#a,, be innovation t#roug# !imp,icit+1 '#e mo!t important *eature i! t#e .e,, being o* t#e g ue!t1
•
'#ere*ore a gue!t !#a,, not .ait more t#an %) minute! *or #er#i! coctai, de!pite t#e .aiter taing care in #er#i! coctai, pre!entation1
•
t i! more important to tae care o* t#e gue!t! in!tead o* taing care o* our!e,ve!1
•
Friend,+ and e**icient !ervice i! *ar more important in impre!!ing t#e gue!t and maing #er#im a repeat cu!tomer1
•
'#e u!e o* ne. tec#no,ogie! .it#in t#e out,et! .i,, improve e**icienc+ t#roug#out t#e F & B Divi!ion .#ic# .i,, re!u,t in more time to tae care o* cu!tomer! in!tead o* comp,eting admini!trative procedure!1
A guest must be : •
4reeted at t#e entrance b+ t#e 7o!te!! or Supervi!or1
•
A!ed i* t#e+ are a !moer or non-!moer1
•
A!!i!t in !eating t#e gue!t1
•
?#en t#e drin order #a! been made it i! .ritten in a /aptain Order boo,et and pa!!ed to t#e Supervi!or or .aiter in c#arge o* t#e !tation1
•
n t#e ca!e o* an e,ectronic POS !+!tem t#e order can be direct,+ punc#ed in b+ t#e remote contro, device or at t#e termina, and t#e order i! immediate,+ printed in t#e ba r1
#he Supervisor or !aiter taking care of the guests must : •
4reet t#e gue!t appropriate,+1
•
A! t#e cu!tomer! i* t#e+ .ou,d ,ie to tae t#e bu**et i* an+ or pre!ent t#e menu 8a ,a carte9
•
De,iver t#e drin8!9 ordered1
•
Render appropriate !ervice according to t#e 'raining "anua,:
•
Serve and c,ear t#e bar .#en re3uired
•
'#e Re!taurant "anager or !ubordinate aut#ori
•
A gue!t #i!tor+ card !#a,, be made *or ever+ gue!t .#o i! a re!ident o* t#e cit+ or an+one e,!e .#o #a! patroni
•
Re!ervation! !#a,, be taen b+ t#e Re!taurant "anager or an+bod+ aut#ori
Re$uired information !hie taking tabe reservations b" phone :
%1 Name o* t#e #o!t1 $1 Number o* per!on!1 1 Da+ o* re!ervation and mea, period1 (1 /ontact te,ep#one number1 )1 Specia, re3ue!t! i* an+ e1g1 !moing non !moing tab,e po!ition etc1
61 'ab,e Pre*erence1
SOP – Store Re$uisition and inventor" BAR SOP Number: F&B -%0 Department: Food and Beverage Service – 4enera, Date !!ued: $$-"arc#-$0% 'ime to 'rain: (0 "inute! For ever+ F & B !tore re3ui!ition a re3ui!ition *orm #a! to be comp,eted1'#e *orm mu!t carr+ t#e !ignature o* t#e Out,et "anager Out,et /#e* Ste.arding "anager /atering "anager 8a! app,icab,e91 And t#i! re3ui!ition *orm mu!t be du,+ aut#ori
A,, re3ui!ition! mu!t be made t#e da+ be*ore co ,,ecting t#e item! *rom t#e !tore room1
•
/o,,ecting t#e good! .i,, be done .it#in t#e opening #our! o* t#e !tore room and *o,,o.ing a pre-e!tab,i!#ed !c#edu,e approved b+ bot# t#e AD"NS'RA'ON and t#e Food & Beverage Department!1
•
'#e re,ated !toc! are to be u!ed on a FFO 8Fir!t n Fir!t Out9 ba!i! b+ u!ing t#e re,evant bin card!1
3nventor" for 2on5Acohoic Beverages: •
/#ec +our par !toc ,i!t to determine #o. muc# o* eac# item !#ou,d be on #and1
•
Par !toc ,i!t provide con!i!tent !etup and contro, o* t#e Bar operation1
•
/#ec +our inventor+ *orm to determine #o. muc# o* eac# item +ou a,read+ #ave in #and1
•
Find out #o. muc# to order b+ !ubtracting t#e amount! on t#e inventor+ *orm *rom t#e tota, amount! on t#e par !toc ,i!t1
(.ampe: 'ota, Par Stoc Q )) No!1
'ota, Avai,ab,e Q (0 No!1
'ota, no1 to orderQ %0 No!1 •
?rite t#i! amount! on t#e beverage re3ui!ition *orm or enter on t#e 8""S9 "ateria,! management !o*t.are a! a !tore re3ue!t1
3nventor" for acoho: •
/ount *u,, bott,e! o* eac# t+pe o* ,i3uor .ine and beer1
•
Round t#e amount! on an inventor+ *orm1
•
!timate #o. muc# a,co#o, i! ,e*t in eac# open bott,e o* ,i3uor and .ine1
•
Record t#e amount on t#e inventor+ *orm1
3nventor" for -ood: •
/ount .#o,e *ruit! vegetab,e! un opened container! o* Kuice and dair+ product!1
•
Do not inc,ude *ruit! or vegetab,e! .#ic# are a,read+ cut on t#e count1
•
Record t#e inventor+ on t#e *orm1
Prepare a food re$uisition: •
/#ec +our par !toc ,i!t to determine #o. muc# o* eac# item !#ou,d be on #and1
•
/#ec +our inventor+ *orm to determine #o. muc# o* eac# item +ou a,read+ #ave1
•
Find out #o. muc# to order b+ taing t#e di**erence o* t#e above t.o tota,!1
#raining Summar" $uestions:
>%1 7o. to ca,cu,ate t#e tota, number to item! to indent >$1 ?#at doe! t#e term F-FOE !tand! *or >1 ?#at i! a ""S >(1 7o. to tae inventor+ *or A,co#o, >)1 7o. to prepare a *ood re3ui!ition
SOP – Suggestive seing and upseing in BAR SOP Number: F&B -JJ 8 SOP !eria, number and department code 9 Department: Food and Beverage Service – BAR ounge Date !!ued: DA' '7 DO/G"N' ?AS /RA'D 'ime to 'rain: 0 "in t5! a *act t#at Peop,e goe! to bar! and ,ounge! to get a.a+ *rom t#eir routine! and mo!t gue!t! don5t no. .#at t#e+ .ant to order .#en t#e+ arrive1 6no! "our product: •
Be ent#u!ia!tic- t5! ea!ier to !e,, !omet#ing .#ic# +ou are e2cited about1
•
"ae beverage !ound appea,ing – g: u!er .ord! ,ie *ruit+E c+E and t#ir!t 3uenc#ingE etc1
•
Find out i* gue!t! are in a #urr+ or on,+ #ave time *or a 3uic drinC .#et#er t#e+ ,ie !.eet or tart beverage! etc1
•
O**er a c#oice: ?ou,d +ou ,ie Smirno**5! or Ab!o,ute in +our voda and tonic
•
/#ec .it# t#e Out,et /#e* *or an+ dai,+ !pecia,! and t#eir !peci*ic ingredient!1
Specific suggestions:
Recommend to t#e gue!t8!9 an+ !pecia, di!#e! t#at .ere de*ined during t#e preceding brie*ing and de!cribe t#e ingredient! u!ed : "a+ !ugge!t 8e2act name o* t#e di!# a! de!cribeddi!p,a+ed b+ t#e Out,et /#e*9 *or +our ,unc#dinnerE1 Suggest the unusua: •
Sugge!t beverage! and *ood! t#at natura,,+ go toget#er1 g: Beer and Pi<
•
* t#e gue!t i! not convinced mae anot#er !ugge!tion 8one item on,+91
•
A,.a+! a! *or t#e !a,e1 A*ter +ou !ugge!t and de!cribe a beverage a! i* t#e gue!t .ou,d ,ie to tr+ it1
•
* t#e gue!t !ti,, doe! not re!pond te,, #er#im: .i,, be bac !#ort,+1
#raining Summar" $uestions:
>%1 ?#+ it i! re3uired to be ent#u!ia!tic .#en up!e,,ing >$1 7o. to do a !peci*ic !ugge!tion >1 2amp,e! *or *ood! and beverage! t#at natura,,+ go toget#er >(1 ?#at i! t#e ne2t !tep .#en t#e gue!t i! not !ati!*ied >)1 4ive *e. e2amp,e! o* beverage! .#ic# +ou ,ie to recommend to t#e gue!t
SOP – )ine and Beverage order taking 5 Restaurants / BAR SOP Number: F&B -JJ 8 SOP !eria, number and department code 9 Department: Food and Beverage Service – BAR Date !!ued: DA' '7 DO/G"N' ?AS /RA'D 'ime to 'rain: 60 "in Beverage Order #aking: •
A*ter t#e gue!t #a! been !eated approac# t#e gue!t5! tab,e .it# t#e beverage menu1
•
Approac# t#e gue!t *rom t#e rig#t !ide and a! i* !#e#e .ou,d ,ie to #ave a drin or i* !#e#e .ou,d ,ie to !ee t#e beverage ,i!t1
•
Recommend an+ !pecia, drin! or coctai,!1
•
* t#e gue!t re3ue!t! to !ee t#e menu #and t#e menu to t#e gue!t and !tep bac .it#in attentive di!tance to .ait unti, t#e gue!t #a! made #er#i! c#oice1
•
'ae order *rom .omen *ir!t t#en men and *ina,,+ *rom t#e #o!t1
•
A! t#e gue!t *or t#e order a! po,ite,+C
7(.cuse me Madam/ Sir% ma" 3 take "our order89 •
Meri*+ t#e ,ega, drining age o* gue!t! .#o order a,co#o,ic beverage!1 * re3uired b+ ,oca, Kuri!driction
•
P,ace a Beverage napin in *ront o* ever+ gue!t a! +ou a! *or #i! or #er order1 '#i! .i,, #e,p +ou to eep trac o* .#o #a! ordered1
•
eaving a beverage napin at t#e tab,e .i,, ,et ot#er !erver! no. t#at +ou #ave c#eced .it# t#e gue!t!1
•
* t#e beverage napin! #ave a ,ogo t#en p,ace eac# napin !o t#e ,og *ace t#e gue!t1
•
?#en t#e gue!t i! read+ to order ,i!ten care*u,,+ and .rite do.n a,, t#e detai,!1 Face gue!t .#en taing t#e order and maintain e+e contact
•
Repeat t#e order to mae !ure +ou get t#e order correct b+ !a+ing:
7Madam/Sir% "our order is 0ist name0s1 of beverage item19 •
nter t#e order in t#e Po! termina, 8or remote d evice91 ?#ere avai,ab,e and t#e order .i,, t#u! be printed in t#e di!pen!e bar1
•
?#ere no no-,ine5 !+!tem i! avai,ab,e pa!! one cop+ o* t#e /aptain Order to t#e itc#en and one to t#e ca!#ier1
•
/on!u,t t#e order to c#ec .#ic# t+pe! o* *ood t#e gue!t #a! ordered1
)ine Order taking: •
Pre!ent t#e .ine ,i!t1
•
Approac# t#e gue!t or #o!t i* app,icab,e *rom t#e rig#t !ide and pre!ent #er#im t#e .ine ,i!t .it# +our rig#t #and1
•
Recommend t#e appropriate .ine1
2ote: Red .ine i! more !uitab,e *or red meat e1g1 bee* or por di!#e! and .#ite .ine i! more !uitab,e *or .#ite meat or !ea*ood di!#e! e1g1 c#icen *i!# and !#e,,*i!#1 •
Step bac at an appropriate di!tance1
•
?#en t#e gue!t #a! ordered repeat t#e order and t#an t#e gue!t be*ore ,eaving t#e tab,e1
#raining Summar" $uestions:
>%1 ?#en to approac# t#e gue!t .it# t#e beverage menu >$1 ?#at i! t#e identi*ication o* a beverage napin in a tab,e >1 2p,ain t#e !tep! in ?ine order taing >(1 7o. to p,ace a Napin .it# a ,ogo in *ront o* a gue!t >)1 ?#+ it i! re3uired to repeat t#e order given b+ gue!t
