2 Beverage Basics 3 Beverage Service

STANDARD OPERATING PROCEDURESFOOD & BEVERAGE - RESTAURANT1. Service Experience1. 01 Company Introduction & Mission Statement1. 02 Benefits Of Training1. 03 Objectives Of Standards1. 04 F&B Ethics1. 05 Achievement Reviews1. 06 Personal Hygiene1. 07 Grooming1. 08 Prevention Of Accidents – First Aid1. 09 Germs In The Kitchen – Restaurant1. 10 Do’s & Don’ts1. 11 Scheduling Staff1. 12 Safety Regulations1. 13 Staff Behaviour1. 14 Staff Responsibilities2. Beverage Basics2. 01 Tea2. 02 Coffee2. 03 Method Champenoise2. 04 Alcohol Contend In Wine2. 05 The White Grapes2. 06 The Red Grapes2. 07 Tasting Wine2. 08 Decanting Wine2. 09 The Temperature For Serving Wine2. 10 The Ten Basic Wine Styles – White2. 11 The Ten Basic Wine Styles – Red3. Beverage Service3. 01 Restaurant3. 02 Bar3. 03 Kinds Of Beverage Service3. 04 Alcoholic Beverage Service3. 05 Aperitifs3. 06 Beer3. 07 Cocktails3. 08 Liqueurs

3. 09 Port & Sherry3. 10 White – Rose Wine3. 11 Red Wine3. 12 Champagne3. 13 Soft Drinks3. 14 Serving Fresh/Canned Juice3. 15 Iced Tea, Iced Coffee3. 16 Flambé’ Coffee3. 17 Coffee3. 18 Tea4. Food Knowledge4. 01 Basic Food Preparation4. 02 Dairy Products4. 03 Cocoa-Chocolate4. 04 Food & Alcoholic Beverage4. 05 Fruit4. 06 Ice Cream4. 07 Italian Cheese4. 08 Pasta, Dumplings, Rice4. 09 Pizza4. 10 Fish & Seafood4. 11 Oysters, Snails, Clams4. 12 Lobster4. 13 Sushi4. 14 Caviar4. 15 Meat, Poultry, Game4. 16 Kitchen Sections5. Guest Experience5. 01 First Impression5. 02 Greeting, Welcome & Seating5. 03 General Service Rules5. 04 Service Sequence5. 05 Taking Restaurant Reservation5. 06 Order Taking5. 07 Taking The Order – Room Service5. 08 Taking Down The Order5. 09 Order Delivery – Room Service5. 10 Menu Presentation

5. 11 Bread And Butter Service5. 12 Service Of Food5. 13 Adjusting Covers5. 14 Follow Up5. 15 Complaint Handling5. 16 Billing & Payment5. 17 Check Sequence5. 18 Clearing Table & Check5. 19 Placing Of Tooth Picks5. 20 Cigar Service5. 21 Cigarette Service5. 22 Breakfast5. 23 Behaving During Service5. 24 Checking On Service5. 25 Telephone Etiquette5. 26 Restaurant Booked Out5. 27 Cancellations And Bookings5. 28 Clearing And Re-Setting The Table5. 29 The Fine Art Of Observation5. 30 Farewell And Departure5. 31 Restaurant Clearing6. Restaurant Operation6. 01 Research Market Trends6. 02 Opening Procedures6. 03 The 6 Principles Of Guest service6. 04 Accessibility & Location6. 05 Outlet Set Up6. 06 Mise En Place6. 07 Back Area Duties6, 08 Guest History Cardex6. 09 Guest Supply Linen6. 10 Replenish Linen6. 11 Handle Routine Cleaning Tasks6. 12 The Pantry6. 13 Handle Store Requisitions6. 14 Inventory Control6. 15 Repair Order6. 16 Trolley And Tray Collection6. 17 Log Book6. 18 K.O.T. Captain’s Order6. 19 A’La Carte Room Service

6. 20 Door Knob6. 21 Buffet, Promotions6. 22 Buffet Service6. 23 Banquet & Catering6. 24 Banquet Cocktails - Menus6. 25 Budget, Forecast6. 26 Daily Outlet Briefing6. 27 Briefing Guide6. 28 F&B Meeting6. 29 Closing Procedures6. 30 Distribute Incentives – Tips6. 31 First Aid Box6. 32 Station Set-Up6. 33 Station Set-Up Details6. 34 Duties Of Pool Boy6. 35 Menu Planning & Types6. 36 Handling Operating Equipment6. 37 Point Of Sales System7. Service Skills & Attitude7. 01 Up-selling7. 02 Cost Reducing Methods7. 03 Discipline7. 04 Team Briefing7. 05 Training Your Team7. 06 Tip Distribution7. 07 Staff Scheduling7. 08 Performance Appraisal7. 09 Assignment Of Duties7. 10 Staff Attendance7. 11 Ability To Overcome Resistance7. 12 Check Point For Supervisor7. 13 Willingness To Serve7. 14 Capacity To Take Orders From Seniors7. 15 Cheerful Attitude Towards Work & People7. 16 Cordial Interaction With All7. 17 Pride In Work7. 18 Tact And Initiative7. 19 Representative Of A Organisation7. 20 Honesty

STANDARD OPERATING PROCEDUREPage 1 of 1FOOD & BEVERAGE TASK #: 1.05DEPARTMENT : Restaurant TASK: Achievement ReviewsJOB TITLE: All Restaurant Staff EQUIPMENT NEEDED:WHAT TO DO HOW TO DO IT WHYPrepare AchievementReview formFill in Achievement Review report with the followingdetails:a. Staff nameb. Job titlec. Departmentd. Starting datee. Date of last evaluationFill in the job tasksAll achievement reviewsmust be completed by thetarget date. In all cases,all information from theinterview must be kept inthe utmost confidence.Interview staff Meet with the staff to ensure their performance isbased on the job tasksEvaluate, explain and discuss the performance,strengths, and areas for improvementFriendly and approachableFair and tactfulGood judgmentTick the appropriate rating levelSet a target date for improvement, if necessaryAsk for the employee’s comments and fill in theappropriate column.Clear and complete detailsAs per training procedureRequest staff for signatureSend the form to the F&BManagerSend the completed form to the F&B Manager forsignatureSend he original to the Personnel Office and copy tothe Training Department. One copy is kept by theOutlet Manager for reference and one copy to be givento the staff memberTimelyCompleteLegiblePREPARED BY:APPROVED BY:Position:Restaurant ManagerSignature:Date: 23.03.05Position:Director ofFood & BeverageSignature:Date: 23.03.05