Description
Here’s a sneak peak at some of the contents ....
Introduction
The Training Benefits
Why You Were Selected
General Standards
Non-Verbal Communication
Handshake
Eye Contact
Grooming
Body Language
Distance Between Speaker And Listener
Communicate Effectively
Becoming An Effective Communicator
Establish Connection With Guests
How Do You Establish A Rapport With Guests?
Direct Communication Skills
Telephone Etiquette
Problem/Complaint Handling
Receiving A Specific Complaint
The Manager Should Be Involved In Any Complaint
Guests Who Have Experienced Any Type Of Problem
If A Guest Experiences A Food or Beverage Quality Problem
F&B Management Schedule, Roster
Assisting Guests with Special Needs
Standards To Assist Guests With Special Needs
When Serving Guests With Young Children:
When Serving Elderly Guests:
When Serving Solitary Guests:
When Serving Guests With Disabilities:
When Serving Visually Impaired Guests
When Serving Foreign Language-speaking Guests
Grooming Standards
Uniforms
Staff Will Always Appear Well Groomed
Hair:
Female Guest
Male Guest
All Chefs, Cooks And Stewarding Staff
Male Chefs, Cooks And Any Other Food Handlers
One Necklace Or Amulet Is Permitted:
Female Staff May Wear One Pair Of Stud Earring Only
Contact Lenses: Eye Glasses: Shoes: Tattoos, Fingernails:
Hand Phones, Cell Phones And Pagers: Service Staff
Operating Equipment Standards
Napkins, Place Mats, Overlays, Underlay:
Use Of Starch To Be Well Controlled
Correct Size Table Cloths
Plastic Or Acrylic Wares Used At Poolside
Cutlery & Glassware
Doily: Doilies (paper) should not be used for food presentation
Menus, Wine And Beverage Lists
Menu Components:
Menus in General:
Wine Lists:
Text – Choice Of Font/typeface:
Text – Minimum Size For Readability:
Coffee shop – casual restaurant
Breakfast
Outlet Presentation
Pre-opening Checks Always Undertaken On Outlet Presentation
Host Stands/consoles And Cashiering Stations:
Lighting Levels To Be Pre-set:
Guest Arrival
Service:
A La Carte:
Chilled Water Will Be Available On Request:
Beverage Glasses Must Not Be Empty For More Than 3 min
Soiled Plates Must Be Cleared Within 4 min
Guest Departure
Lost And Found Property
All Service Stations/sideboards/areas Must Be Maintained Throughout Service
Tabletop Presentation, Where Possible, Should Be Differentiated From Lunch/dinner:
Floral Arrangements:
Children’s Amenities:
Hot Beverages
Coffee Quality:
Coffee Selection To Include: Tea:
Buffets (Breakfast, Lunch & Dinner)
Buffets – To Reflect High Quality In All Aspects
Presentations Will Change, Or At Least Be Partly Modified, On A Daily Basis:
Breakfast Food Items To Vary Daily
Replacement Of Cold Or Hot Food Items:
Toast – When Provided On Breakfast Buffet:
Breakfast Hot Items – When Offered From Breakfast Buffet
Fixed Buffet Displays To Be Thoroughly Cleaned After Each Service:
Coffee shop – casual restaurant
Lunch, Dinner, All Day Dining
Outlet Presentation
Pre-opening Checks Always Undertaken On Outlet Presentation
Host Stands/consoles And Cashiering Stations:
Buffets – To Reflect High Quality In All Aspects:
Reservations / Arrival
Reservations:
Where A Guest Has Made A Table Reservation:
Where A Guest Has No Reservation:
Single Diners:
Newspapers And Magazines Must Be Available On Request
Beverage Glasses Topped Up When Less Than 1/3rd Full:
Guest Check/bill, Once Requested, To Be Presented Within 3 Minutes:
Lost And Found Property:
All Service Stations/sideboards/areas Must Be Maintained Throughout Service:
Floral Arrangements & Background Music
Children’s Amenities
Menus To Feature:
Reasonable Off-menu Requests By Guests To Be Accommodated
Children's Menu Selections:
Bread Service – Three Types
A Selection Of Low-fat Food Items Should Be Available:
Soups:
Butter To Be Portion Served
Salt & Pepper:
Beverages – Wine
Wine By The Glass To Be Poured At The Table
House Wines:
Beer Selection:
Soft Drinks
Diet Beverages:
Hot Beverages
Coffee: Tea:
Formal – fine dining restaurant
Lunch And Dinner
Outlet Presentation
Pre-opening Checks Always Undertaken On Outlet Presentation
Host Stands/consoles And Cashiering Stations:
Reservations/Arrival
Reservations:
Single Diners:
Napkin Service:
Service Will Always Be Attentive But Not Interruptive:
Staff Must Always Know (accurately) Each Guest’s Dish Before Approaching The Table:
Soiled Plates Must Be Cleared Within 2 min Of Guest’s Finishing:
Guest Departure
Guest Check/bill Presented Only When Requested, And Then Provided Within 3 Minutes:
Lost And Found Property:
All Service Stations / Sideboards / Areas Must Be Maintained Throughout Service:
Floral Arrangements Must Be:
Operating Equipment Quality:
Napkin Standard:
Menu Language:
Menu Condition:
Menus To Feature:
Soups:
Butter To Be Of Premium Quality And Portion Served
Sugar Standard (unless Local Regulations Dictate Otherwise):
Salt & Pepper:
Beverages - Wine
Wine By The Glass To Be Poured At The Table
House Wines:
Ice Cubes Used In Restaurants:
Hot Beverages
Coffee orTea
In Room Dining
Order Takers
Order Takers To Ensure A Complete Order By Suggesting:
Order Takers Must Specify A Delivery Time To Guests To Ensure Prompt And Convenient Service:
Desserts Served Approximately 15 Minutes After The Initial Delivery:
Service
Staff To Check Each Order For Completion Before Leaving In-room Dining Department:
Where DND Light Is On, Staff Should :
Staff To Check Guest’s Preference On The Positioning Of The Tray / Trolley / Cart:
Staff To Open Bottled Beverages - Soft Drinks, Beers And Wine:
Staff To Advise The Guest Of Tray/trolley/cart Removal Instructions:
Hot Box And Trolley/cart Maintenance:
Self-service Ice Machines Located On Guest Floors
Vending Machines Located On Guest Floors
Mini Bar Should Be:
Mini Bar Standards:
Mini Bar Contents
Example Beverages:
The Following Suggested Snacks To Be Included In The Mini Bar:
Spirits/Liquor Selection:
Provisions List
Provisions List Example Inclusions:
Guest Room Amenities
Guestroom Amenities Must Be:
Perishable Guestroom Amenities Must Be:
Standard Set-up:
Lounge – Bar
Outlet Presentation
Pre-opening Checks Always Undertaken On Environment Presentation
Consoles, Cashiering And POS Stations:
Lounge Table Maintained And Serviced Discreetly:
Guest Departure
Guest Check/bill, Once Requested, Must Be Presented Within 3 Minutes:
The Bar And All Service Stations/sideboards/areas Must Be Maintained Throughout Service:
Newspapers And Magazines Must Be Available On Request:
Floral Arrangements:
Beverages
Wine:
Wine By The Glass Should Be Poured At The Table After The Label Is Displayed To The Guest:
House Wines
Spirits
Spirits/Liquor:
Spirits Menus/listings:
Cocktails
A Selection Of Cocktails Should Be Included In Bar And Lounge Lists
Bar Snacks
Hot Beverages
Pool Operations
Towels Must Be Provided To All Guests On Arrival:
Pool Loungers Must Always Be In Good Condition, Clean And Hygienic:
Tables, Chairs And Pool Umbrellas Must Always Be In Good Condition And Clean:
Food And Beverage Service, Where Applicable, Must Be Offered To Guests Within 5 Minutes Of Arrival:
Cutlery, “glassware” And Chinaware Must Be Checked
Staff Will Verbally “present” The Dishes
Staff Will Open Bottled Beverages:
Beverage Glass Not Empty For More Than 10 Minutes:
Soiled Plates Must Be Cleared Within 10 Minutes Of Guest’s Finishing:
Guest Checks/bills Must Be Presented On Request:
Pool Service Areas, Be Well Maintained
Towel Dispense Facilities Must Be Well Maintained At All Times:
Life Safety Equipment Must Be Available At All Times:
Ashtrays To Be Wind Resistant:
Culinary Standards
Food Storage
Canned Foods Must Be Stored In Cool, Dry And Well Ventilated Areas:
Food Preparation
Ice Creams And Sherbets/sorbets:
Potatoes And Vegetables Should Be Peeled As Near To The Cooking Time As Possible:
Cream-filled Pastries And Custards Must Be Refrigerated Immediately After Preparation:
Sandwiches And Canapés/hors D’oeuvre Prepared With Meats, Poultry, Fish And Seafood Must Be Prepared With Extreme Care:
All Potentially Hazardous Foods Must Be Maintained At Safe Temperatures:
Food Handling
Food Should Be Handled, Whenever Possible, With Spoons, Tongs Or Forks:
Plastic Gloves Must Be Replaced:
Plastic Gloves To Be Removed When Working With A Meat Slicer
Plates Should Be Held By Placing The Palm Of The Hand Under The Plate
Hands Must Be Thoroughly Sanitized
Disposable Towels or A Hot Air Dryer Must Be Used To Dry Hands:
Proactive Risk Prevention
To Be Budgeted Under Contract Services
Culinary Guidelines
“Additives” E.g MSG, Food Extenders Etc Must Not Be Used:
All Recipes For Publication Or External Use, Must Be Thoroughly Tested
Stewarding
Stewarding Basics
A Comprehensive Cleaning And Sanitation Schedule/program Must Be Implemented:
Refrigerator Floors And Walls:
Hand Wash Sinks And Liquid Soap Dispensers To Be Well Maintained:
Chemical Residues/smears On China, Glass, Silver:
Banquets
Meeting Rooms
Set-up Must Be Exactly As Per Client's Request:
Appropriate Lighting Levels Should Be Preset:
Room Temperature Should Be Set At 22-23 Celsius:
Client Rehearsals:
Flip Chart And White Boards:
Wooden Easels and Podium
Event Signage Will Be Restricted To The Function Space
Function Activity Must Not Interfere Or Disrupt Other Guests Of The Hotel
Back Of House Service Corridors:
Meeting Table Set-up:
Client Registration/reception Desk Stationary Supplies
Each Meeting/breakout Room To Be Refreshed During Each Meeting Break:
Coffee/Tea Breaks
Coffee Break Presentations:
Stations To Be Functional And Facilitate Guest Circulation:
Coffee Break Set Up Will Be Completed 30 Minutes Prior To The Specified Time:
Refreshment Stations for Banquet Rooms
Appropriate Lighting Levels Should Be Preset
Table Cloth Drops To Be Consistent And Level. Menu Cards And Place Cards:
Buffets
Buffet Equipment: Buffet Presentation: Buffet Service:
Banquet Service
Service Staff Will Wear Correct Full Uniform At All Times When On Duty:
Outside Catering Events Where Hats And Sunglasses Are Worn:
Table Service Sequence:
Beverage Service
Removal Of Place Settings:
Clearing And Removal Of Soiled Plates/dishes And Other Tabletop Items:
Napkin And Chair Service
Professional Waiter
Objective / Supplies Needed
Employees Must Follow Good Grooming And Hygiene Habits Daily:
Hair
Unacceptable Jewelry:
Acceptable Jewelry:
Uniform To Be:
All China, Glassware And Flatware Are Free Of:
Linen Is Free Of:
Check Presenters, Menus And Wine Lists Are Free Of:
When Reviewing A Reservation, Be Sure To Take The Following Information:
Furniture:
Linen:
Salt And Pepper:
Seat Handicapped Or Elderly Guests In Convenient And Accessible Areas,
Wine Cooler & Stand Is Clean
Approaches Guest’s Table By Using Beverage Service Tray
When Confronted With A Complaint, Follow These Procedures :
To Provide Service Of Cigarettes In An Efficient And Appropriate Manner :
…. and much much more !
Get ready to be handed all the F&B Standard Operation Procedure for you to be able to train,
operate, run, manage and to build a good F&B Establishment
BUY it Now !
* Customers are not allow to sell this ebook without the consent of the Author
(We reserve the right to end this "Limited Time" pricing at anytime without warning.)
