FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

STANDARD BREAKFAST SET UP

Standard
All table settings will be to a specific uniform setting, China, glasses, flatware

Procedure
1. Paper placemat
2. Vase Flower
3. Salt And Pepper Shaker
4. Sugar Bowl
5. Ashtray
6. Paper Guest Napkin
7. Dessert Knife
8. Dessert Fork
9. Dessert Spoon
10. B & B Knife
11. B & B Plate
12. Saucer
13. Coffee Or Tea Cup
14. Tea Spoon
15. Water Goblet

Note: Tooth Pick and Chop stick on request by guest

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE
 GREETING GUEST

Standard
Staff will be able to greet a guest in a positive and welcoming manner. First impression
are very important. Greet guest in a warm, friendly, genuine, and welcoming manner

Procedure
Guest greeting :

1. As soon as the guest is comfortable seated, approach the table

2. Welcome guest with proper greeting
a. Give the appropriate greeting
Say, “Good morning”, ”Good evening”
b. Call guest by name:
“Good Morning/evening, Mr/s……..”(Name of guest)
c. Or you may say,”Good Morning/evening, Sir/Madam
3. Introduce yourself as their waiter/s
“My name is…….I’ll be your waiter/s this morning”

Rules :
Rules 1
First impressions are very important, Always maintain a professional appearance

Rules 2
Be attentive. Know when the service is need

Rules 3
Be observant and sensitive to guest need. Determine their mood and other noticeable
Characteristics that will assist you with service

Rules 4
Acknowledge guest immediately. If you are busy, introduce yourself and say that you
Will return in a few minutes

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

ESCORT GUEST TO THE TABLE

Standard
 Staff will help the guest to table, lading them by no more that 3(three) feet using
Variable, interaction whenever possible

Procedure

1. With eye contact and a smile, lead guest to the table with such phrases such
As:
a. Please come this way Mr/Mrs…….
b. May I escort you to your table Mr/Mrs…..
2. Staff will lead guest to the table, using the most direct, available route
3. Staff will never be more than 3(three) feet ahead of guest
4. Staff will verbally interact with guest, using name whenever possible

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

SEATING THE GUEST

Standard
Ladies will be seated in sequence of age from oldest to youngest starting with the
premium seat at the table. Man will be seated in sequence of age from oldest to
youngest only after all ladies have been attended to

Procedure
1. The premium seat will be offered to oldest lady
2. Pull the seat out far enough from the table to enable the guest to fit between the
chair and table comfortably
3. As the guest begins to sit down adjust the chair to accommodate guest
Preference as to how close they would like to be to the table by following
The guest lead and/or by inquiring about the guest comfort
4. All others guest will be seated in this manner starting with the next oldest lady
on through the youngest lady than man-oldest through youngest

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

MENU PRESENTATION

Standard
Menu must be spotless, staff will discard menu when are not presentable.
Make sure that menu is always presented closed

Procedure
[Link] menu presented upon seating a guest – on the right hand side of guest menu
closed
[Link] menu presented to guest – handed personally to guest-menu closed

Reason to present menu closed :

Togive the guest chance and see our attractive menus. The major artwork and
 tested of presentation is always accentuated on the cover. Let the guest have the
pleasure to enjoy the finer introduction and impression of our menu by enjoying
the artwork on the cover and they can open the menu discover the treasures of
our selection

Remember, first impressions you provide to our guests will influence our guest
on his judgment towards our operation.

Presenting the Menu for Dessert Selection

a. Our dessert selection is included on the lunch or dinner menu
Present menu open to the page which feature the dessert selections, the guest will
not have to spend time looking for it. At the same time, staff can proceed to assist
guest with the selection and also inform them of special ice cream flavor, cake of the
day or recommend our specialties.

b. Present menu closed to guest but remain at table to help guest with selection.
Contrary to the meal selection, at dessert, the guest might prefer, to make a decision
influenced by the staffs suggestion and expertise.

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

HANDLING GLASS WARE

Standard
Glass ware will be handled safety and hygienically. Breakage will be kept to a minimum.
All glass ware must be spotless and sparkling

Procedure
1. Never handle glassware by the rim, always the base
2. Check from chipped and cracked glassware. Discard immediately into breakages
bin
3. Polishing glassware
[Link] bar towel / napkin in the left hand
[Link] glass on cloth
[Link] the edge of the cloth over the top and insert into glass
[Link] glass securely ( not too tight )
 [Link] the top of the glass anti – clockwise, the bottom clockwise
[Link] until glass is polished

Remember :
Once the glass has been polished, handle minimally hands contain oil that will
smudge the glass. Check glass for lint, finger marks, lipstick stains, water spots and
food. Glasses with leftover food & lipstick stains are returned for washing. Use a
clean sanitary cloth for washing

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

PLACING AND REMOVING ITEMS

Standard
To make sure the sequence of service during serving the guest based on standard

Procedure
Food and Beverage items will be presented in the right side of guest and remove from
right side of guest

1. Wine will be served from right side of guest

2. Cocktails will be served from right side of guest
3. All food and beverage items will be carried on service tray between kitchen to service
Area
4. Small items (food & beverage) will be carried from station to table on cocktail tray
5. Small items will be cleaned from table using a cocktail tray
6. Placing additional silverware will be :
- Knifes and spoons from the right side guest
- Forks from the left side of guest
7. Ladies will always be served first
8. Host will always be served last

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

CLEARING UP

Standard
To make sure during serving the guest including during clear up, all service based on
standard

Procedure
1. Be attentive. Observation is extremely important when clearing, therefore it is
Important to always be alert and not take things for granted.
2. Observe, be attentive to guest signals and respond even to tables that are not in
your station, head upright, looking around.
3. Change ashtray after each cigarette unless the guest does not want to be disturbed.
4. Smile, excuse yourself, offer to clear plates,”may I clear your plate, Ms…..?”Clear
plates from the right, ladies firs
5. Check satisfaction while clearing, ”How was the steak, Ms……. ? ”If the guest is
pleased, say “Thank You”.
6. When clearing, work as quietly and neatly as possible. Move as quickly and
Efficiently as you can and try not to disturb or obstruct the guest.
7. When clearing empty glasses offer the another drink, ”Would you care for another
Cocktail, Ms…..?”Refill any snacks/nibbles regularly.
8. When clearing be observant and ensure that guest has required cutlery and plates
for the next course.
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

TAKING THE FOOD ORDER

Standard
Every waiter should know the proper way to taking the guest order.
When a guest is ready to order, start from the lady seated on the left of host and go
clockwise around the table. Then the meal and the host last, take order on captain
order pad in a standard method

Procedure
1. Staff should always suggest items and to be helpful to the guest
By making recommendations
2. Should suggest certain appetizers and entrees that are explained on menu or by daily
Info chef suggestion
3. Staff will thoroughly knows the preparation and presentation of each item, as well as
the garnishes and vegetables that are served with the different dinners
4. For large parties, try to suggest two or three groupings of entrée to simplify matters
for the kitchen
A table for six with all different entrees will take additional preparation time in the
Kitchen
5. When a guest does not order an appetizer or soup or salad, remind him of the waiting
Period with a suggestion;
“may I interest you in a cold soup so that your waiting time for your entrée won’t
seem so long?”
6. Make sure you ask the right question when taking the food order so that you do not
have to go back and ask questions
Example;
“How would you like your fillet done?”
Note :
On meat orders, write R for Rare, MR for Medium Rare, M for Medium
W for Welldone

Order should be numbered as taken from left to right with ladies first so you can serve
the food orders without asking who ordered first

After taking the food order, punch the order through the system

Additional Note Related to Food Order Taking

When taking a Food Order, staff will enter order directly to Captain Order Pad, as
below :

Date Person Waiter Time

12/12/09 4 PW 19.22

2 Caesar Sld 1,3

1 Chef Sld 2
1 Tom Yam 4
-------------
1 Tenderloin MR 1
2 Gr Chick 3,4
1 Borneo Prwn 2
------------
2 Tiramisu 2,4
2 Cheese Ck 1,3

To remember sequence of service, staff will enter “sitting number” on the right side of
captain order, using 1st person as no.1 and go around table clockwise manner

FOOD & BEVERAGE DEPARTMENT

 STANDARD OPERATIONAL PROCEDURE

CHANGING SOILED ASHTRAY

Standard
All ashtray will be changed unobtrusively when they contain 1-2 cigarette butt or when the
guest is eating food. They will changed without spilling ash on the table

Procedures

[Link] be Change whenever there are 1-2 cigarettes butt in ashtray

[Link] clean ashtray from side station
[Link] in left hand, upright, and approach the table from the guest’s right, excuse your
self
[Link] side on to guest, slightly to his rear, take clean ashtray in your right hand, turn
up side down and place quietly on top of soiled ashtray
[Link] both ashtray firmly in your right hand and transfer to your left hand, still
standing side on guest
[Link] soiled ashtray in your left hand away from the guest, with your right hand turn
clean ashtray upright and place gently on the table, all in one smooth action
[Link] soiled ashtray to the steward area

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE
 HANDLING CHECK

Standard
Staff will ensure that check are handle following the standard control policies and
always be neat when present to the guest

Procedure

1. Wait until guest give you positive signal/guest calling

2. If check void must be approved by FB Manager/Supervisor
3. Ensure the information, such as:
- Number of person
- Price per item
- Total Amount
- Grand Total
4. Will be entered proper spaces indicate on the block
5. Handle check carefully during service so the check will always look
clean and presentable for guest satisfaction
6. Provide the guest with ready to use Hotel’s pen
7. Thanks to the guest for their coming

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

HANDLING GUEST COMPLAINT

Standard
Staff should be handling the guest complaint in professional manner
Procedure
[Link] the guest express dissatisfaction ask question to get information
[Link] carefully to the guest, pay attention and takes note if necessary
[Link] not look the guest directly in the eyes and stand too close if he is irate
[Link] your head slightly toward the guest
[Link] reassuring words like “Yes sir, I understand”.
[Link] your understanding of problem and apologize
[Link] responsibility for ensuring that the problem is solve immediately
[Link] appropriate offer alternative solutions or compensation to the guest
[Link] that the solution is satisfying the guest
[Link] the complaint guest as a first priority
[Link] must be empowered to resolve customer complaints and offer compensation to
discretionary limits

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

SEQUENCE OF SERVICE

Standard
The proper sequence of service will be followed at all time unless otherwise
requested by guest

Procedure
1. Guest are greeted and called by their names
2. Introducing yourself
3. Napkins are placed on the guest’s lap in a triangle, ladies first from the right
 side
4. Present the menu, wine list and drink list to the guest
5. Pour ice water
6. Present the cold towel
7. Bread & Butter is served
8. Beverage order is taken and served
9. Explain daily special and not available item to the guest
10. Order is taken
11. Wine is serve
12. Appetizer is served with the proper utensils
13. Appetizer and utensils are removed
14. Soup is served with proper utensils
15. Salad is served with proper utensils
16. Salad and utensils are removed
17. Bread is replenished
18. Entrée is served
19. Waiter will check back within 3-5 minutes
20. Water & Wine refilled throughout service
21. Entrée and utensils are removed
22. B&B plate & knife, S&P &unused glasses are removed
23. Table is crumbed
24. Dessert order taken
25. Dessert served
26. Coffee order is taken
27. Coffee is served
28. Dessert and utensils are removed
29. Ask if guest would care for anything else
30. Thank guest and farewell, use guest’s name throughout sequence of service
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

SERVING FOOD

Standard
Staff understand clearly how to serving the guest based on order and in clockwise
pattern

Procedure
[Link] the food only when the chef says the food for entire table is done
[Link] serve ladies first
[Link] the guest when serving the food and always mention the food served
[Link] should follow a clockwise pattern around the table unless seating
arrangement prevents
[Link] place in the center of the cover are served with the right hand, from the
right of the guest
[Link] guest should be serve the same course at the same time. If one /more guest
do not order some of the courses, they should be passed over until the next
courses, unless they specified otherwise
[Link] the guest at the table have ordered cold food, others hot, served the cold food
first
[Link] “Please enjoy your meal, Sir/Madam before you leave the table.
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

SIDE STATION

Standard
A side stand should be clean and well stocked at opening, maintained during
service and cleaned at the end of each service

Procedure
1. Item which may be kept at a side station are: Chinaware, Glassware,
Silverware, Ashtray, Cups, napkin, Condiment, matches, S&P, Creamer,
Sugar etc
2. Special attention should be given to the condiments stored at side stand
3. Keep side stand clean and replenish throughout the service
a. Refill half empties
b. Assure cleanliness of the cover, rim & body of all bottles & jars
c. Implement F.I.F.O procedure
4. Do not use side stand to store dirty dishes to avoid insect
5. All chinaware & glassware to be polished and checked for stains before
being placed inside station
6. All sauce bottle to be wiped clean with damp cloth before placement, pay
more attention to tops of the bottle (remove cap and clean rim)
7. After each meal service return unused cream and milk to the kitchen.
Rinse pitchers and refill before next service
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

TRAY JACK

Standard
Tray jack will be set up in their specified areas, it must be clean all the time

Procedure
[Link] tray jack in its specific area
[Link] with damp cloth before use
[Link] straps with sponge
[Link] sure tray jack are place only in their designed are, they must never be left in
walk away, behind the doors or any other place where they may be knocked over
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

MEAL SERVICE

Standard
To make sure all staff have to understand how important the advance preparation before
serving the guest.

Procedure
[Link] all eventualities, the staff service must be provided the request from 09.00 am until
closing time (23.00pm) or by advance request (Recommended).
[Link] reservation details (day, time, number covers, specific orders, etc).
[Link] the comprehensive bar information is clearly displayed:
- Promote meal service, indicating the exact opening hours; through information in
the room service menus and the room directory.
[Link] all times, ensure that :
- The meal area is perfectly clean
- The furniture is in good condition and clean regularly
- Plants and flowers are well maintained
- Tables are correctly arranged, including fabric table cloths and napkin
[Link] that the lighting is appropriate and suitable background music is played at all
times.
[Link] that menus are clean, in good condition and changed regularly replaced.
[Link] each service, organize a staff briefing (menu of the day, special menu, hygiene
measures, etc).
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

CARRYING FOOD & BEVERAGE

Standard
-Staff to properly balance tray
-Be cautious when opening doors, when walking through room or hall away
-Do not overload

Procedure
[Link] should always be carried on a food tray-medium or large rectangular or oval
tray
[Link] will be stacked and placed properly according to size of items and balanced
properly for easy carrying
[Link] hot or cold must always be covered whenever possible
Reason;
a)If food is hot – it will keep food hot
b)If food is cold – it will protect it from flying particles
c)It will also help to stack the food properly for easy carrying
[Link] food items as juices, side orders, etc. can be carried with a small food tray or a
cocktail tray
[Link] quicker service
[Link] be sure your tray is well balanced and protect yourself from other employees
or guests by using your arm

Carrying a large tray

[Link] lift a tray, allow six inches of the tray to project over the edge the tray stand
[Link] the left hand under the tray. The palm of your hand should be on the heaviest
part
[Link] carefully at the knees and lift with your legs. Do not lift with your back or arms
as you slide the tray into your palm

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE
 SERVING BEVERAGE

Standard
Staff will able to serve beverages with appropriate garnishes, using proper service
procedures

Procedure

[Link] only round non-skid cocktail tray to carry all beverages

[Link] soon as prepares the drink, garnish appropriately
-Know garnish that accompanies each beverage
-Use only fresh and attractive fruit and vegetable garnishes
-Use appropriate straws, swizzle stick and other decoration on beverage
[Link] beverage on tray
-Tall, heavy or awkward glassware are placed toward the center
-Distribute weight evenly, toward your body
[Link] cocktail tray in left hand, using “waist high” method
[Link] beverage on coaster
[Link] beverage with your right hand, from the guest’s right
[Link] not bend body to place beverages on table, rather, get close enough to the table’s
edge so that the glass may be placed on the table by extending your arm
[Link] the beverage tray in left hand while serving, the tray is held with left arm
extended towards the back, away from the guest
[Link] serving, walk around the table clockwise – right to left
[Link] bottled drinks (i.e wine, beer, mineral water) into glass in front of the guest. Do
not touch rim of glass with bottle top
[Link] each beverage as it is served. This will immediately clarify any mix-up with
the other
For example : “Your scotch & soda, Sir”
[Link] hold the glass by the base, never by the rim
[Link] have a secure hold on glassware and trays when service

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

ORDERING FOOD BY PHONE

Standard
To make sure all staffs able to handle the order request by phone
Procedure

[Link] the telephone within 3 rings. If you are already on the telephone, answer it
and then put the guest on hold. Apologize when you return to the line.
[Link] the guest by name with a smile. Saying “Good Morning/afternoon/evening.
Mr…,how may I assist you?”Use the guest name during the conversation.
[Link] the menu thoroughly including new items or menu changes through daily
briefings. Put up on notice board. Be ready to answer guest question about menu
items.
[Link] appetizing descriptions when suggesting from the menu.
[Link] items are unavailable, inform the guest and offer alternatives that are suitable.
[Link] serving regular guest, inform them of specials that are particularly suited to
their personal taste.
[Link] to the guest attentively and write the order down in full.
[Link] the order to confirm the accuracy to the guest, ”May I repeat your order,
Mr…..,you would like an apple juice and brown toast bread, is that right?”
[Link] the guest how long the order will take, ”Your order will be delivered within 30
minutes, Mr……”
[Link] for the order and let him or her hang up first.”Thank you, Mr……for
ordering room service”.
[Link] there is any delay, call the guest back, apologize and inform him of the delay and
the new delivery time.”I’m very sorry, Mr…..,your order will be delayed by 10
minutes. I apologize for the inconvenience”.

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

BREAKFAST SERVICE

Standard
Customer Arrival
Greet customers within 10 seconds of their arrives/come in the living area, example for
breakfast (Both palms on chest)
[Link] guests by name at once as a Guest List Report.
[Link] the customer to his/her table, and please them to sit down politely.
Procedure
During the meal
[Link] the opened menu or suggestion the kind of menu we served especially the
Breakfast (Continental or American Breakfast, etc.)if so, explain the items and
duration of prepare accordingly
[Link] taking orders, advise guest in accordance with the time they have available. (i.e,
specify which dishes take longer to prepare).
[Link] suggestions, but always remain neutral as to the customer’s choice.
[Link] accept special orders (check with the manager if you have any doubt).
[Link] person should be offered a magazine or newspaper to read
[Link] should serve guests their order with having to reconfirm.
[Link] no circumstances should a customer wait no more than 10 minutes between
dishes (unless requested by the customer).
[Link] regular checks to the customer to see if a customer requires assistance, and
stand by in a distance but eyes still on focused.
[Link] a customer is not satisfied with a dish, replace it immediately or purpose an
alternative
[Link] that serving tables are kept clear at all times.
[Link] that glasses are replenished regularly.
[Link] ashtrays after each cigarette.
[Link] discreet service, with no private conversation or disagreements among staff
members.
[Link] argues with a customer. In case of disagreement, always consult to Supervisor/
Manager.

Costumer Departure
[Link] the customer’s request, quickly present the additional bill if consume on a tray in
a folder.
[Link] that the cashier deals with the bill promptly and return the change (or credit
copy) immediately.
[Link] guest leave their table (i.e. pull back the chair).
[Link] the customers if they were satisfied, thank them.
[Link] and reset the table after the departure of each customer.
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

BREAKFAST SERVICE SEQUENCE

Standard
To initiate and maintain a professional manner of the guest’s need for quick and anticipate
meal service.

Procedure
[Link] staff will actively greet guest, smile, make eye contact and speak clearly in a
friendly manner.
[Link] will be greeted within 10 seconds of arriving at the meal area and address them
by name.
[Link] there is a delay of several minutes, waiting guests will be offered a newspaper and a
second dining option suggested (if available), but in no event will a guest wait longer
than six minutes.
 [Link] situations where guests must wait for seating, coffee will be offered, or a self-
service coffee station will be available.
[Link] will be available and actively offered.
[Link]/tea will be offered and served within two minutes of guests seating.
[Link] service will consist of staff pouring a fist cup, and then placing a pot on the
table for guest convenience.
[Link] water will be automatically served.
[Link]’s orders will be served exactly as requested, and with no confusion about which
items were ordered.
[Link] buffet (where featured) selections will be properly labeled in the
appropriate languages.
[Link] presenting dishes, staff will ensure initial satisfaction and completion by
asking a question like “Can I get you anything else, Sir/Madam?”
[Link] will be able to easily get staff attention within sixty seconds.
[Link] will be possible to have a complete continental breakfast on the table eight minutes
after seating; fifteen minutes for an egg breakfast.
[Link] will always be prompt, including: soiled plates cleared within two minutes of
all guest’s finishing; bills will be presented only when requested.
[Link] will always be attentive, including condiments preset or provided at time of
food service: no water glass empty more than two minutes before offer of refill;
silverware always appropriate; table kept neat and tidy.
[Link] will be discreet; glasses will be topped up only when less than one third full;
the number of visits to the table will be combined and minimized.
[Link] will not be interruptive, including; guest will not be called by name except
upon seating, check presentation, or departure; staff will not interrupt with
questions or make excessively long description or conversation.
[Link] guest contact staff will be able to answer all questions about the property, will
take ownership of simple requests, and not imply refers guests elsewhere.
[Link] staff, even in passing will engaged guests with a smile, eye contact and
acknowledgment.
[Link] will create a sense of recognition by using the guest’s name, when known, in a
natural and discreet manner.
[Link] will speak to guests in an attentive, natural and courteous manner, avoiding
pretension.
[Link] will always appear clean, crisp, polished and well fitted.
[Link] who is alone will receive special attention, and be actively offered reading
material.
Guest contact staff will be well informed about food and beverage products, and able to
discuss them effectively with guest.
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

TAKING ORDER BY PHONE

Standard
To make sure that all staffs able to handle the order for breakfast by telephone

Procedure

[Link] service must be available from 07.00am to 10.00am, with the exception of
Continental breakfast which must be available around the clock.
[Link] that the staff assigned to take breakfast orders in proper language
[Link] the telephone within three rings.
[Link] customers: “Room Service, Selamat pagi, Wayan speaking, how may I assist
you?” always addressing them by name if displayed on the telephone.
[Link] repeat the order to the guest.
[Link] how long the guest will have to wait. This must never exceed 30 minutes.
[Link] the guest’s name and the room number on the order form.
[Link] the guest for his/her order: “Thank you for your order Mr/Ms. Lawrence,
your order will be delivered within 30 minutes

If the breakfast is delayed, inform the guest within 10 minutes of receiving the order, offer
your apologize and indicate how much longer he/she must wait. Always propose an
alternative.
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

SERVING BREAKFAST IN THE ROOM

Standard
Every staff should know properly how to serve breakfast in the room

Procedure
[Link] using your index finger or ring the doorbell and announce: “Room Service”,
wait 15 seconds before you knock or ring again if there is no answer.
[Link] the guest by his/her name (noted on the order form), “Good morning Mr/s.
Lawrence, your breakfast is served”
[Link] to place the tray either on the table, or on a terrace or balcony.
[Link] with the guest the breakfast is as ordered.
[Link] to serve any hot drinks
[Link] to open the curtains
[Link] to remove any trays, cutlery or basket left in the room
[Link] the guest using his/her name : “Thank you Mr/s. Lawrence. Have a pleasant
day”
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

BUFFET SERVICE

Standard
Staffs know how to set up the buffet for breakfast

Procedure

[Link] buffet must be attractively laid out (décor, relief, color, etc)
[Link] certain that the size of the buffet table matches the seating capacity of the area.
[Link] minimum equipment necessary for heating/cooling food to keep at the right
temperature.
[Link] an abundant and varied selection without repeating the same dishes at each
service.
[Link] a food tag in front of each serving dish.
[Link] the service make sure that serving dishes are replenished when ¾ empty,
particularly warm dishes.
[Link] supplies of plates (warm and cool) as well as service silverware on the
buffet.
8.A bilingual staff (English or Japanese) should be present during buffet service to
explain the dishes and serve guest.
[Link] certain that serving dishes are sufficiently replenished until the schedule end of
the service.
[Link] attentive to guest’s needs during the meal by regularly looking around the
meal area. In particular, always remove dishes and silverware between courses.
[Link] and reset the table after the departure of each customer.
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

LUNCH AND DINNER SERVICE

Standard
Ensure that all service staff provides the highest service to the guest during their mealtime.

Procedure

[Link] staff will actively greet guests, smile, make eye contact and speak clearly in a
friendly manner.
[Link] will be greeted within 30 seconds of arriving at the meal area, and will address
them by name.
[Link] there is a delay of several minutes, waiting guests will be offered a newspaper and a
second dining option suggested.
[Link] reserved, Guest’s tables will be ready within four minutes of the appointed time,
and set for the correct number of guests.
[Link] server will actively greet guests, smile, make eye contact and speak clearly in a
friendly manner.
[Link] drink orders and cold towels will be served within five minutes of guest seating.
[Link] menus must feature printed daily specials, and the staff may draw attention to
them, but avoid lengthy, overly detailed descriptions.
[Link] orders will be served exactly as requested, and with no confusion about which
item were ordered.
[Link] presenting dishes, staff will ensure initial satisfaction and completion.
[Link] will be able to easily get staff attention within sixty seconds.
[Link] will be possible to complete lunch within fifty minutes (including appetizer, main
course and coffee or main course, dessert and coffee). In lounges a two-course meal
may be completed within 30 minutes.
[Link] will be presented only when requested.
[Link] will always be prompt, including; soiled plates cleared within two minutes of
all guest’s finishing.
[Link] will always be attentive, including; condiments preset or provided at time of
foodservice; no water glass empty more than two minutes before offer or refill;
silverware always appropriate; table kept neat and tidy.
[Link] will not be interrupted; staff will not interrupt with question or make
excessively long descriptions or conversation.
[Link] will be discreet; glasses will be topped up only when less than one third full;
the number of visits to the table will be combined and minimized.
 [Link] guest contact staff will be able to answer basic question about property, will take
ownership of simple requests, and not imply refer guests elsewhere.
[Link] staff, even in passing will engaged guests with a smile, eye contact and discreet
manner.
[Link] will create a sense or recognition by using the guest’s name in a natural and
discreet manner.
[Link] will speak to guests in an attentive, natural and courteous manner, avoiding
pretension.
[Link] will always appear clean, crisp, polished and well fitted.
[Link] who is alone will receive special attention, and be actively offered reading
material.
[Link] contact staff will be well informed about food and beverage products, and able
to discuss them affectively with guests.

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

POOL SIDE SERVICE

Standard
All staff have to concern to contribute the guest’s maximum enjoyment and comfortable.
Procedure

[Link] greeter will actively greet guests, smile, make eye contact and speak clearly in a
friendly manner.
[Link] staff will be offered to all guests, through printed material and through
personal contact by staff by approaching them and do suggestive selling.
[Link] orders will be served exactly as requested, and with no confusion about which
item were ordered.
[Link] presenting dishes, staff will ensure initial satisfaction and completion.
[Link] will always be prompt, including; soiled plates cleared within two minutes of
all guest’s finishing.
[Link] guest contact staff will be able to answer basic questions about the property, will
take ownership of simple request, and not imply refers guests elsewhere.
[Link] staff, even in passing will engaged guest with a smile, eye contact and
acknowledgment.
[Link] will create a sense of recognition by using the guest’s name in a natural and
discreet manner.
[Link] will speak to guests in an attentive, natural and courteous manner, avoiding
pretension.
[Link] will always appear clean, crisp, polished and well fitted.
[Link] contact staff will be well informed about food and beverage products, and
able to discuss them effectively with guest.
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

BAR SERVICE

Standard
[Link] must be available at minimum 11.00am to 11.00pm.
[Link] the comprehensive bar information is clearly displayed :
-Promote bar service, indicating the exact opening hours; through information
in the room service menus and the room directory.
[Link] all times ensure that :
-The bar is perfectly clean
-The furniture is in good condition
-Plants and flowers are well maintained
[Link] that the lighting is appropriated and suitable background music is played at
all times.
[Link] that tables are arranged neatly and simply before customers arrive (clean
beverage lists, in good condition and changed regularly, clean ashtrays, etc).

Procedure
[Link] customers with a smile and eye contact, according to local customs within
one minute of their arrival in the bar.
[Link] the guest warmly using name, ”Good morning/afternoon/evening, Mr. John,
how are you?”
[Link] them to sit down: “Would you like to have a sit, please Sir/Madam”.
[Link] customers the opened bar menu (unless they have already looked at it).
[Link] the customer’s time to choose if he/she wishes.
[Link] the customers in his/her choice and suggest the cocktail of the day.
[Link] accept special orders.
[Link] should be served their drinks within 5 minutes of their arrival in the bar.
[Link] bill in a folder within 2 minutes of request or along with the order as per
policy.
[Link] service staff will ask if another drink is desired, when the glass is a quarter full.
[Link] ashtray after each cigarette.
[Link] regular intervals, look around the bar to reassure customers that staff are
attentive to their needs.
[Link] with customers to make certain they are satisfied.
[Link] thank customers as they leave and invite them to return. (“Thank you
Mr/Ms. John, have a nice evening/day, etc).
[Link] the tables or bar immediately after customer have left
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

ROOM SERVICE

Standard
Staff knows well the room service procedure
Procedure
[Link] service must be available around the clock (between 07.00am and 17.00pm), at
least a simplified menu must be offered, e. g. assorted cold meats and Continental
breakfast.
[Link] should be given a high quality, detailed “room service” menu written in at least
two languages. (Recommended).
[Link] room service orders must be cleared from the guest room within two hours after
being served, not until requested by the guest.
[Link] must be courteous, rapid and discreet.
[Link] deliver to the room, check that sufficient equipment is provided and that it is
of satisfactory quality.
[Link] that dishes are always of high quality and that they are presented elegancy.
[Link] that service rules are respected :
-Appropriate temperature of both food and beverage
-Butter at the correct temperature
-Bread/pastries slightly warmed
-Freshly made coffee/tea

[Link] are take in the same way as for breakfast, with addition of the daily specials.
[Link] using your index finger or ring the doorbell and announce: “Room Service”,
wait 15 seconds before you knock or ring again if there is no answer.
[Link] the guest by his/her name (noted on the order form): “Good afternoon
Mr/Ms. …….,your lunch is served”.
[Link] to place the tray either on the table, or on a terrace or balcony.
[Link] with the guest that the meal is as ordered….
[Link] and serve drinks.
[Link] wine has been ordered, ask the guest to taste it.
[Link] to remove any trays, cutlery or basket left in the room.
[Link] the guest using his/her name : “Thank you Mr/Ms…..Have a nice
day/evening.
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

BEVERAGE TAKING ORDER

Standard
Service staff will be able to take beverage order systematically and accurately. They should
use suggestive selling and up sell whenever possible

Procedure
[Link] the table positively and greet the guests with smile
[Link] order on captain order pad
[Link] taking the order, maintain a professional appearance:
a)Stand erect, with pen and note pad in hand
b)Be attentive, when taking the order, focus your attention on the guest
 c)Listen carefully. If you are unsure about an order, repeat the order
[Link] each guest for beverage preference
[Link] order accurately
[Link] each guest for his/her order
[Link] suggestive selling :
a. Don’t pressure the guest
b. Know the beverage-the name of every beverage in drink list
c. Know the basic ingredients that make up the drink
d. Be sensitive to the needs of your guest. Be able to anticipate their likes and
dislike
e. Get to know preferences of your regular or long stay guests
f. Know wright phrase to be use for selling the beverage, such as:
Right
“Which Cocktail would you prefer tonight? I recommend you a Cosmopolitan?
Wrong
“Do you want a drink?

[Link] the glass is ¾ through with their drink then approach the table and ask if he
would care for another drink?
[Link] using suggestive selling it increase your chance of conversation with the guest and
promotes friendly atmosphere
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

SERVING COCKTAIL/ALCOHOL DRINK

Standard
All beverage orders will be taken in a timely, courteous and professional manner.

Procedure
[Link] a brief introduction at the table, the guest will be offered a cocktail
[Link] guest with order and makes suggestion if necessary. Using up selling techniques
[Link] orders will be taken correctly and accurately paying attention to any specials
request
[Link] with the first position, orders will be taken in a clockwise fashion starting
with children, ladies and gentlemen last
[Link] there is a Host/Hostess at the table take this person’s order last
[Link] each order as it is taken
[Link] will be written clearly and concisely on an order pad
[Link] abbreviations will be used
[Link] suggestive selling
[Link] bottled drinks (i.e. wine, beer, mineral water) into glass in front of guest. Do
not touch rim of glass with bottle top
[Link] each beverage as it is served. This will immediately clarify any mix-up with
the order. For example, “your scotch and soda, sir”
[Link] hold the glass by the base, never by the rim
[Link] have a secure hold on glassware and trays when serving
 [Link] the cocktail with right hand from the right side by saying ”please enjoy your
drink..sir/madam”
[Link] the cocktail is one quarter full, inquiries as to whether they would care for
another cocktail
[Link] glass empty/clear it away immediately

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

BASIC ALCOHOLIC BEVERAGE SERVICE

Standard
There are many methods and styles to serve alcoholic beverages to a customer. They based
on the food & beverage concepts and mission

Procedure

I. Service of Liqour
[Link] Service
Let’s take for example the service of “a Vodka and tonic” to be delivered by waiter
to a customer sitting at a table
1. Staff will put ice cubes in the tumbler glass
2. Pour 1,5 Oz of vodka in the glass
3. Staff will give a bottle of tonic to water
4. Waiter will place a lemon wedge in glass
5. Place on the tray :
- Two coaster
- 1 Stirrer
- The vodka on ice in the glass
- The bottle of tonic
6. Proceed the table
7. Place :
- The cocktail napkin in front of the guest
- The coaster on upper right hand side of the guest
Note : in case there is a plate of food in front of the guest, the drink will be placed
on the guest’s right hand side
8. Place glass with vodka on top of cocktail napkin, in front of the guest and
identify drink, i.e.: “Vodka and Tonic, Sir”
 9. Take bottle of tonic and pour slowly tonic in the glass while asking the guest if
the quantity is satisfactory
10. Then place the bottle of tonic (with the remaining content) on the coaster
11. Take the stirrer and slowly stir vodka tonic than place stirrer on the side of
glass on top of cocktail napkin underneath the glass
12. A note of courtesy, i.e. “Enjoy your drink, sir”
13. Slowly walk away from table

[Link] at Bar
The procedure will be almost identical for the service of the customer sitting at the
bar counter
Deviation :
Coaster will place in front of guest after taking the order from the customer
and prior to the making of the drink

II. Service Of House Wine

Staff will place coasters :
- Put the coasters in the right hand side of customer
- Place wine glass in front of customer
- Pour wine from the bottle with label facing the guest
Attention all :
A new drink or cocktail will always be served in a new glass
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

SERVICE OF COCKTAIL

Standard
Waiter to be prompt and efficient, ensure proper garnish of cocktails

Procedure
1. Cocktails are always served to the right of the guest whenever possible
Exception ;
a) Table against the wall
b) Booth table
c) Guest leaning toward each other when talking
Cocktail can be placed to the right or in front of the guest if no food is on the
table
2. Every cocktail or highball will be served placed on a coaster.
3. Wine such as “a glass of wine”, before or during the meal, use no coaster if it
will be placed on the table cloth
Drinks with ice = stirrer
Drinks with crushed ice = straw
4. Cocktails will always be carried an a cocktail tray (large or small) even if it is
only one
5. Tray will not be rested on guest table at anytime
6. If tray is too heavy, use side station or tray jack

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

PRESENTING OF WINE LIST

Standard
Wine list to be always spotless, inform of discrepancies on the wine list (if any). Be a good
salesman

Procedure
Three Steps
1. Presenting the wine list
As a rule, the wine list will be presented to the guest after the staff has taken the
food order

It is recommend to politely asking the guest, “Would you like me to present you
with the wine list, Sir!

“Always present the wine list”

2. Salesmanship
Based on the food order, the employee must offer suggestion to the guest for the
wine selection

Note ; It is important that all employees must know the wine list and receive a
wine course training along with the wine tasting
i.e. Dry wine with fish course
Beaujolais with chicken, etc
House Wine (last resource)
3. Taking Order
Accept the guest selection with a polite note of recognition
i.e. “Excellent choice, sir”

Never challenge or criticize the guest about his selection, “No matter what”
Remember, he is the one who will drink the wine, not you.

Note : Should wine will be out on the list,

Advice the guest when presenting the wine list, no after

Should a guest select a wine which you know has been

Subject to complaint, inform him of the situation and recommend
Another wine of the same type (once again salesmanship)

Never try to sell the most expensive wine on the list. It will have a negative
impression on the guest
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

SUGGESTIVE SELLING TECHNIQUE FOR BEVERAGE

Standard
The customer relies on you for the information they need to make their decisions as to
menu choices, selection of beverages and in essence, the creation of their ULTIMATE
DINING EXPERIENCE

Procedure
Suggestive selling concept
[Link] revenue
[Link] the amount of F&B Check, directly influencing the amount of gratuity on the
check
[Link] suggestive selling also displays your expertise and knowledge of the product you
are selling and ultimately assures the beverage patron through your display of
confidence, that he can trust in your judgment that he will have a memorable
experience

The suggestive sales for cocktail

As you approach your respective customers, keep in mind that most of your customers do
not know very much about the cocktails that we offer them, we are fortunate to have
abundance of SPECIALITY DRINKS that are sure to please just about everyone
[Link] our house specialty cocktails before your customers have time to order
their usual cocktails will have very positive results, especially when reinforced with
a warm and sincere smile
[Link] knowledge of the drinks we have available and their preparation will make it
easier for you to suggest the appropriate cocktails
[Link] out what type of liquor your customers usually like. It will give you the upper
hand in the selling of new and house specialty drinks
[Link] a conversation with your customers will have a great deal of influence as to
whether they will order another drink. They will order another drink from you if
they like you, and enjoy your company, just as you do with your friend

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

SERVING WHITE/ROSE WINE

Standard
Waiter will be able to present and serve white/rose wine. Proper and skill full presentation
of white/rose wine

Procedure
Presentation of White/Rose wine
[Link] the wine bucket on the right of the host
[Link] the right of the host, present the bottle for approval
To present the bottle, place bottle on a folded napkin with label facing to the host
 [Link] the wine as directed by the host or offer “May I open the wine now”, if the wine
is to be open immediately, open the bottle and if it following the main course, place
the wine in to the wine bucket
Service of White/Rose wine
[Link] enough wine to the host’s glass for tasting(Label will always facing to the guest)
[Link] pouring twist the bottle to prevent dripping
[Link] the wine is approved by the host, serve to the guest clockwise, serve ladies first
[Link] the glass no more than 2/3 full
[Link] the host last, leaving the wine bottle in the bucket
[Link] the fist bottle emptied, offer the second bottle

Rules
[Link] the wine evenly to all guests. To do this, make a visual estimation of the amount
of wine in the bottle and the amount needed to serve the guests
[Link] always facing to the guest when pouring. This facilities the guest’s viewing the
label
[Link] replenish the wine
[Link] serving a chilled wine, wrap the bottle with folded napkin or napkin available
to wipe condensation

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

SERVING RED WINE

Standard
Waiter will be able to present and serve white/rose wine. Proper and skill full presentation
of Red Wine

Procedure
Presentation of Red Wine
1. From the right of the host, present the bottle for approval
To present the bottle, place bottle on a folded napkin with label facing to the host
[Link] the wine as directed by the host or offer “May I open the wine now”, if the wine
is to be open immediately, open the bottle and if it following the main course, place
the wine in the center of the table

Service of Red Wine

[Link] enough wine to the host’s glass for tasting(Label will always facing to the guest)
[Link] pouring twist the bottle to prevent dripping
 [Link] the wine is approved by the host, serve to the guest clockwise, serve ladies first
[Link] the glass no more than 2/3 full
[Link] the host last, leaving the wine bottle in the bucket
[Link] the fist bottle emptied, offer the second bottle
[Link] the wine evenly to all guests. To do this, make a visual estimation of the amount
of wine in the bottle and the amount needed to serve the guests
[Link] always facing to the guest when pouring. This facilities the guest’s viewing the
label
[Link] replenish the wine
[Link] serving Red Wine, wrap the bottle with folded napkin to wipe dripping
[Link] the Wine as close as possible to the rim of the glass, but without touching

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

SERVING CHAMPAGNE/SPARKLING WINE

Standard
Waiter will be able to present and serve Champagne. Proper and skill full presentation of
Champagne or Sparkling Wine

Procedure
Presentation of Champagne and Sparkling Wine
[Link] bottle at 45 degree angle so that flying cork can’t injured guest or yourself
[Link] only enough of the foil to expose wire wrap
[Link] thumb over cork for safety reason
The foil needed to be completely removed. However, as soon as the wire is moved
the cork must be controlled by other hand and never released until the cork has
been removed
[Link] the wire. To remove, untwist the wire(± 5 twist) while holding the cork
[Link] the cork firmly and twist the bottle to loosen. Continue to hold at a 45 degree
angle
[Link] the pressure to push the cork out
[Link] “pop” sound unless requested by the guest

Serve the Champagne or Sparkling Wine

[Link] Ladies first and on clockwise pattern
[Link] in two motions, allow foam to subside and refill glass to three quarters full
 [Link] bottle in the wine bucket

Note:
[Link] may be served during any portion or throughout the meal
[Link] corked bottle gently to prevent increasing internal pressure
[Link] tilt bottle at 45 degree angle, for safety reason
[Link] is served well chilled

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

SERVING HOUSE WINE

Standard:
One wine glass per guest, served from the bottle to the guest

Procedure
[Link] brand and type of house wine to the guest
[Link] obtain the wine from the bar(bottle already open from the bar)
[Link] wine bottle, Coaster and wine glass to the guest
[Link] coaster and wine glass
[Link] the house wine(Ladies first)from right side of the guest
[Link] the guest to enjoy the wine
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

OPENING BOTTLE OF WINE

Standard
Staff will be able to open bottle wine, open bottle with skill, using corkscrew

Procedure:
[Link] foil bellow lip of the bottle
[Link] foil
[Link] mouth of the bottle
[Link] corkscrew at a right angle and straighten so the tip of corkscrew enter securely
at the center
[Link] corkscrew until only 2 notches of the spiral are left outside the cork
[Link] lever of the corkscrew on the lip of the bottle
[Link] the corkscrew in place with left hand, pull corkscrew straight up, loosing the
cork. Do not bend the cork
[Link] lever and turn corkscrew final 2 notches
[Link] to lip cork
[Link] the cork out slowly, without a “pop” sound
[Link] cork from corkscrew and place it to the right of the guest in ramekin plate
[Link] lip and mouth of the bottle
 FOOD & BEVERAGE DEPARTMENT
STANDARD OPERATIONAL PROCEDURE

WINE KNOWLEDGE

Standard
All staff will have at least basic knowledge of wine is made and where it comes from.
Waiter will, if the guest request it be able to recommend a wine which will compliment the
food that the guest ordered. Waiter will be familiar with the wine list

Procedure
[Link] wine terminology and descriptive words
[Link] how to pronounce the names of wine on wine list
[Link] which wine best compliments the dishes on the menu
[Link] the contents of the wine list and the basic characteristic of each wine on the list

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE
 STANDARD BREAD SET UP FOR LUNCH & DINNER

Standard
Each guest who having Lunch/Dinner will get the bread

Procedure

1. The bread basket must be set up in center of the table.

In bread basket consist of any kinds of breads. There are bread stick, hard roll,
Soft roll and garlic bread
2. Open portion butter must be set up on the left side of B and B plate

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

STANDARD LUNCH SET UP

Standard
All staff should know the standard set up for Lunch

Procedure
1. Paper placemat
2. Vase Flower
3. Salt And Pepper Shaker
4. Ashtray
5. Paper Guest Napkin
6. Dinner Knife
7. Dinner Fork
8. B & B Knife
9. B & B Plate
10. Water Goblet

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

STANDARD DINNER SET UP

Standard
All staff should know the standard set up for Dinner

Procedure
 1. Vas Flower
2. Salt And Pepper Shaker
3. Ashtray
4. Candle Stand
5. Guest Napkin
6. Dessert Knife
7. Dessert Fork
8. Soup Spoon
9. Dinner Knife
10. Dinner Fork
11. B & B Knife
12. B & B Plate
13. Water Goblet
14. Wine Glass

FOOD & BEVERAGE DEPARTMENT

STANDARD OPERATIONAL PROCEDURE

STANDARD FRUIT BASKET SET UP IN ROOM

Standard
Each check in guest will have fruit basket in their room

Procedure
1. Fruit Basket
2. Dessert Plate
3. Dessert Knife
4. Dessert Fork
 5. Paper Napkin/Guest Napkin only for VIP

Explanation :
1. Fruit Basket must be set up in centre on Table of living room
2. Check the fruits condition before deliver to the room