7.08 Restaurant Standard Operation Procedures, 231 P

STANDARD OPERATING PROCEDURES FOOD & BEVERAGE - RESTAURANT

1. Service Experience 1. 1. 1. 1. 1. 1. 1. 1. 1. 1. 1. 1. 1. 1.

01 02 03 04 05 06 07 08 09 10 11 12 13 14

Company Introduction & Mission Statement Benefits Of Training Objectives Of Standards F&B Ethics Achievement Reviews Personal Hygiene Grooming Prevention Of Accidents – First Aid Germs In The Kitchen – Restaurant Do’s & Don’ts Scheduling Staff Safety Regulations Staff Behaviour Staff Responsibilities

2. Beverage Basics 2. 2. 2. 2. 2. 2. 2. 2. 2. 2. 2.

01 02 03 04 05 06 07 08 09 10 11

Tea Coffee Method Champenoise Alcohol Contend In Wine The White Grapes The Red Grapes Tasting Wine Decanting Wine The Temperature For Serving Wine The Ten Basic Wine Styles – White The Ten Basic Wine Styles – Red

3. Beverage Service 3. 3. 3. 3. 3. 3. 3. 3. 3. 3.

01 02 03 04 05 06 07 08 09 10

Restaurant Bar Kinds Of Beverage Service Alcoholic Beverage Service Aperitifs Beer Cocktails Liqueurs Port & Sherry White – Rose Wine

3. 11 Red Wine 3. 12 Champagne 3. 13 Soft Drinks 3. 14 Serving Fresh/Canned Juice 3. 15 Iced Tea, Iced Coffee 3. 16 Flambé’ Coffee 3. 17 Coffee 3. 18 Tea

4. Food Knowledge 4. 01 4. 02 4. 03 4. 04 4. 05 4. 06 4. 07 4. 08 4. 09 4. 10 4. 11 4. 12 4. 13 4. 14 4. 15 4. 16

Basic Food Preparation Dairy Products Cocoa-Chocolate Food & Alcoholic Beverage Fruit Ice Cream Italian Cheese Pasta, Dumplings, Rice Pizza Fish & Seafood Oysters, Snails, Clams Lobster Sushi Caviar Meat, Poultry, Game Kitchen Sections

5. Guest Experience 5. 01 5. 02 5. 03 5. 04 5. 05 5. 06 5. 07 5. 08 5. 09 5. 10 5. 11 5. 12 5. 13 5. 14

First Impression Greeting, Welcome & Seating General Service Rules Service Sequence Taking Restaurant Reservation Order Taking Taking The Order – Room Service Taking Down The Order Order Delivery – Room Service Menu Presentation Bread And Butter Service Service Of Food Adjusting Covers Follow Up

5. 15 5. 16 5. 17 5. 18 5. 19 5. 20 5. 21 5. 22 5. 23 5. 24 5. 25 5. 26 5. 27 5. 28 5. 29 5. 30 5. 31

Complaint Handling Billing & Payment Check Sequence Clearing Table & Check Placing Of Tooth Picks Cigar Service Cigarette Service Breakfast Behaving During Service Checking On Service Telephone Etiquette Restaurant Booked Out Cancellations And Bookings Clearing And Re-Setting The Table The Fine Art Of Observation Farewell And Departure Restaurant Clearing

6. Restaurant Operation 6. 01 6. 02 6. 03 6. 04 6. 05 6. 06 6. 07 6, 08 6. 09 6. 10 6. 11 6. 12 6. 13 6. 14 6. 15 6. 16 6. 17 6. 18 6. 19 6. 20 6. 21 6. 22 6. 23 6. 24 6. 25

Research Market Trends Opening Procedures The 6 Principles Of Guest service Accessibility & Location Outlet Set Up Mise En Place Back Area Duties Guest History Cardex Guest Supply Linen Replenish Linen Handle Routine Cleaning Tasks The Pantry Handle Store Requisitions Inventory Control Repair Order Trolley And Tray Collection Log Book K.O.T. Captain’s Order A’La Carte Room Service Door Knob Buffet, Promotions Buffet Service Banquet & Catering Banquet Cocktails - Menus Budget, Forecast

6. 26 6. 27 6. 28 6. 29 6. 30 6. 31 6. 32 6. 33 6. 34 6. 35 6. 36 6. 37

Daily Outlet Briefing Briefing Guide F&B Meeting Closing Procedures Distribute Incentives – Tips First Aid Box Station Set-Up Station Set-Up Details Duties Of Pool Boy Menu Planning & Types Handling Operating Equipment Point Of Sales System

7. Service Skills & Attitude 7. 01 Up-selling 7. 02 Cost Reducing Methods 7. 03 Discipline 7. 04 Team Briefing 7. 05 Training Your Team 7. 06 Tip Distribution 7. 07 Staff Scheduling 7. 08 Performance Appraisal 7. 09 Assignment Of Duties 7. 10 Staff Attendance 7. 11 Ability To Overcome Resistance 7. 12 Check Point For Supervisor 7. 13 Willingness To Serve 7. 14 Capacity To Take Orders From Seniors 7. 15 Cheerful Attitude Towards Work & People 7. 16 Cordial Interaction With All 7. 17 Pride In Work 7. 18 Tact And Initiative 7. 19 Representative Of A Organisation 7. 20 Honesty