FOOD AND BEVERAGE SOP

1. Order Taking Procedures. (Picking up the order Promptly and Effeciently).

1 Pick up the Telephone within 3 rings or 15 seconds whichever is less.

2 Greet the guest with appropriate greeting using the guest name and by giving your name for Eg. “Good Morning, This
is Captain Name or Order Taker’s Name how may I assist you?”
3 Politely ask the guests about preferences.
4 Use up selling techniques by suggesting soups, starters, drinks or desserts.
5 Where ever appropriate mention the approximate time for delivery.
6 Repeat theguest
orderfor
back to the guest.
Thank the ordering through in room dinning and big farewell “Thank You for calling Room Service, Have a
7 good day”.
Clearly write out the order in the KOT mentioning the names of the items, time of ordering, Room number, Name of
8 the Guest, Portions, Etc,.
9 Complete the KOT and hand over the supervisor for execution.

2. Setting up of Tray / Trolley with correct crockery & cutlery.

1 The second copy of the KOT is placed on the tray / Trolley.
2 Ensure the tray corners / trolley base is free of grease, grime and dirt.
3 Place cruet sets, bud vase and Bon Appetite card for all meal orders.
4 Check the tray mat / trolley cloth to be stain free and in good repair.
5 A final Check may be made to match the order and in good repair.
6 Pick the order from the respective kitchens on the tray or trolley directly.
7 Carry the correct accompaniments / condiments (Pickle / Pappad for Indian orders and Rolls and butter for continental orders)
8 As a final step, show the tray to the supervisor, on the way to the elevator, who will check again for correctness.
9 Pick up the bill in the folder and check for correctness.

3. Delivering the order Quickly & Promptly in Room.

1 Use Service lift to get to the correct floor as soon as possible.
2 When on correct floor, take the shortest route to get to the room.
3 Move along thethe
Upon reaching corridors
correctsilently and briskly.
room, ring the bell / knock firmly on the door twice and announce in a loud and clear
4 voice “Room Service”.
5 When the guest opens the room, wish him according to the time of the day.
6 Announce the order by saying “Your Coffee / Tea / Lunch / Drinks” Sir.
 7 Introducing yourself by the name to the guest while entering the room.
8 While walking into the room, enquire with the guest on where May I place the tray.
9 Place the tray appropriately and offer to serve him.
10 If the order is in the Morning, offer to open the curtain.
11 If you service
After are serving the with
find out meal,the
layguest
a proper cover
about his in the table
proffered or in
time forthe trolley and
clearance or ifstart the service.
he would prefer to call back in room
12 dinning for clearance.
13 Wish the guest an enjoyable meal / drink / coffee.
14 Retreat to the door and exit gracefully while closing the door softly behind you.
15 Fill up the Errant Card once after the order is delivered.
16 If the room is on DND, immediately inform the order taker.
17 May I take your signature Sir / Madam.

4. Prepare the Tray / Trolley for delivery.

1 soon as the order is ready, collect from kitchen / bar.
2 Check order against KOT.
3 Check for correct crockery, cutlery and glassware are in place.
4 Place hot food in warmer, where ever appropriate.
5 Cover all open food with cloche.
6 Collect the bill from Order taker in a folder and check account against food ordered.
7 Inform the order taker about the order moving before proceeding to the floor.
8 Executive / Supervisor should check the tray before the delivery (Room Orders).

5. Tea / Coffee Service. (Serve the hot Beverages in the approved manner)
1 Pick
Onceup
thethe appropriate
order order
is ready to following
leave the RoomtheService
standard tray
area set-up.
inform the order taker on the
2 room number being serviced.
Upon reaching the Room, ring the bell and announce in a loud and clear voice “Room
3 Service”.

When the guest opens the room, wish him according to the time of the day, using his
4 name “Good Morning Mr./Ms.__. I am Captain __ from Room Service”.
5 Announce themorning
If it is in the order bytake
saying
the“Your
paperCoffee / Tea
from the / Drink
door sir”. it in the rack or in the
and place
6 writing table neatly.
While walking into the room, enquire with the guest on where to place the tray and
7 place
After it accordingly.
laying the tray in an appropriate area offer to mix the Coffee / Tea / Drink for
8 the guest.
 Wish the guest enjoyable Coffee / Drink and retreat to the door and exit gracefully
9 while closing the door softly behind you.

The time of 6. Clearing

clearance the Tray
is known From the
by asking the Room – Promptly
guest during onorTime.
service from the order
1 taker if the guests call back Room Service for his clearance.
2 Upon reaching the rooms follow the same procedure as in SOP for opening the door.
3 After the guest opens the door announce intention of clearing the tray / trolley.
4 Arrange all the clearance on the tray and get guest feedback.
5 Arrange
Find out the guest
if the room
guest as appropriately.
would like anything else “Is there anything that we could assist
6 you Mr./Ms._____________”.
If nothing, exit from the room gracefully while wishing the guest a wonderful day /
7 night.
Carry the tray back from the Room to Room Service pick up any other tray that you
8 may find in the Corridor / Pantry.
9 Be careful not to drop anything on the way.
10 Inform the Order Taker about the clearance.

7. Presenting the Bill – Make the Bill Accurately.

1 Present the bill to the guest only after required service.
2 The Bill should be presented in a clean folder along with a hotel pen.
3 Politely request the guest to sign the bill.
When guests have signed the bill, thank them, wish them a pleasant meal and
enquire about the clearance as mentioned in SOP______.
4 Leave the room gracefully taking away any unwanted items and close the door
5 gently.
6 Return the bill to the Order Taker who will settle it in the Computer.
8. CIP / VIP Amenity Service. (Serving Hot Chocolate to Room Guests on
Time).
As part of the guest service differentiators we serve Complimentary Fruit Basket /
Cookies Platter as per the instruction and Request Slip from the Front Desk for
1 Suites / Presidential
Once the Suites.
request comes from any of the above category from the front desk, take
2 down the request.
3 Make an NC KOT for the requested items and pick up the order from the Kitchen.
4 Ensure it isTray
Set up the presented nicely
and take the with proper
specially arrangements.
cleaned and assigned basket / platter. For
5 placing it in the rooms.
6 Once it is placed inform the immediate supervisor & Front Desk.
 9. Morning Shift Check List (Ensure that all the Check list is followed for
smooth Operations.
1 File the occupancy and the sales report in the appropriate file.
2 Follow up on the Break Fast door Knob request if any.
3 Return all the Liquor which was not sold the previous night to the Dispense Bar.
4 Take a proper count and take over of all the Beverages.
5 Check thefresh
Adequate flowers and to
linens receive from Housekeeping
be collected for the for
from Housekeeping trays.
the smooth operations
6 throughout the day.
All bills to be handed over to Front Office at 10 hrs, 15 hrs & 12 Midnight (before the
7 night
Ensureaudit).
that adequate amount of Crockery and Cutlery is there for the smooth
8 operations with adequate set tray for rapid service.
9 Not available
Errand items
cards have toto
bebe checked
handed overwith
to the
the Chef and updated
Supervisors in clearance
and any the [Link] done
10 to be handed over to the next shift steward.
10. Evening Shift / Night Shift Check List. (Ensure that all the check list is
followed for smooth operations).
1 Tray set ups for the Dinner sessions to be done before 7pm.
2 Floor clearance
Once the to be done
Housekeeping frequently
amenities are (every 30 minutes).
ready send Triton to Housekeeping for pick
3 up.
Errand cards have to be handed over to the Supervisors and any clearance not done
4 to be handed over to the next shift steward.

Night Shift Check List.

1 Log Books to be checked and updated at the end of every shift.
2 Pickle & Sauce containers to wash daily.
3 Cash
Checktofor
bethe
checked and handed
Breakfast over
knob card fortoany
front desk without
advance any discrepancies.
order. Timing should be
4 mentioned.
Check & collect advance Tea / Coffee orders from front desk after signing the copy of
5 it,…
6 Collect Liquor & Smokes from the Dispense Bar.
11. Take Away (Parcel) Order Procedures. (Employee bills are made
accurately according to the eligibility).
1 Take the order one day advance by phone and mail.
2 If its bill to company guest has to send the BTC mail to the hotel or FAX request.
If the guest want to settle by online credit card they have to send the authorization
3 mail and in one for
Transportation daythe
before then
parcel onlyaround
order we forward to accounts
the city to take
to be checked thethe
with charge slip.
4 Supervisor or Manager and to intimate to the guest,…
 Parcel order has to be place the order ticket to the kitchen two hours earlier to the
5 pick up and place the order overnight not more than one day before.
12. Suggestive Selling & Up Selling. (Ensure that guest have a right
combination
“Suggestive Selling” of meal &
means encouraging increased
guests revenue). food & beverages.
to buy additional
1 Suggestive selling requires tact and good judgment.
2 The key to effective suggestive selling is a good knowledge of the menu.
3 Here are some tips for more effective suggestive selling :
4 Be enthusiastic.
Make food soundIt’s easier to Use
appetizing. sell something you’re excited
words like “fresh”, about.
“Popular”, and “generous”
5 when describing menu items.
Ask questions.
Suggest Find
specific outitems.
menu if guests aresimply
Don’t really ask:
hungry or just
“Would youwant
like something light,
soup with your
6 whether they like
meal?” Instead, chicken
point out: or
“A beef, if they
cold bowl offeel like having
borscht something
would go well withhot orsalad
your cold. on a
7 hot day like this”.
Suggest your favorites. Try as many of the menu items as you can and tell guests
you’ve tried them: ‘You’ll like the Chicken Kiev. It’s one of my favourites here”. But
8 be honest
Offer – don’t
a choice: say that
“Would yousomething
like a sliceisof
your
ourfavorite
famous when it isn’[Link] our homemade
cheesecake
9 pecan pie for dessert?”