7.09 Restaurant Policies & Procedures, 98 Pages

POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

AGENDA FB 01 Restaurant – The 50 Service Basics FB 02 Breakage & Loss Control FB 03 Children’s Privileges FB 04 F&B Meeting And Briefings FB 05 Finishing Off Banquet Event FB 06 Food Safety Management System FB 07 Garbage Sorting FB 08 Guest Relations FB 09 Cashier Cash Amount FB 10 Guest Critiques FB 11 Guests Find Undesirable Objects In Food FB 12 Guest’s Special Food Request FB 13 Handling Intoxicated Guests FB 14 Handling Service Accidents FB 15 Handling Special Requests FB 16 Hygiene Control FB 17 Log Book FB 18 Pets FB 19 Quality Control FB 20 Spoiled Wine FB 21 Staff Beverage Spoilage FB 22 Staff Complaints FB 23 Staff Personal Call FB 24 Teamwork FB 25 Wet Weather FB 26 Wine By The Glass FB 27 Bar Music FB 28 Bar Music Set-up FB 29 Notice Boards FB 30 Notice Boards FB 31 Guest Names FB 32 Cold & Hot Towels FB 33 Hot Milk Options FB 34 Survival Kit FB 35 Torches & Candles FB 36 Thin Red Line - Don’t Interrupt FB 37 Thin Red Line - Anticipate Guests Mood FB 38 Thin Red Line - Conversations FB 39 Welcoming And Greeting A Guest FB 40 Reading Glasses FB 41 Pasta Bib FB 42 Children’s Glasses FB 43 Guest History FB 44 Cruet Set Warmer FB 45 Lady’s Handbag Side Table FB 46 Set-up Of Service Station FB 47 Pantry Set-up -1-

Formatted: English (U.K.)

POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

FB 48 Service Sequence Breakfast FB 49 Service Sequence Lunch FB 50 Opening Morning Shift Check List FB 51 Check Host Attendance FB 52 Check Host Attendance – Grooming FB 53 Check Outlet Presentation FB 54 Check Mice en Place FB 55 Check Table Set-up FB 56 Check Buffet Set-up FB 57 Menu Boards Beverage Lists FB 58 Check Service Stations FB 59 Check Reports FB 60 Conduct Morning Brief FB 61 Check Cashier FB 62 Check In Villa Dining, Kitchen & Gardeners FB 63 Report Verbally FB 64 Report In Writing FB 65 Maintenance Issues FB 66 Notice Boards FB 67 Orientation & Induction Check List FB 68 Pool Service

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT Department: F&B – Restaurant

Ref: FB 01

Page: 1/2

Subject:

Date: 01 Mar 2004

Date revised:

Prepared by:

Approved by:

Approved by:

Resident Manager Issued:

General Manager

Distribution: Service Division

F&B Basics

Objective To remember basic F&B service rules Policy THE 50 BASICS = WHAT GUESTS GET UPSET OVER MORE THAN ANYTHING ELSE When ashtrays have more than 2 butts in them. When salads are at room temperature. When water glasses are not automatically refilled. When hotel food and beverage is served on cold plates or in old cups. When hot food is not hot and when cold food is not cold. When the R/S phone rings more than 5 times before being answered. When a guest gets put on hold for more than 30 seconds. When dishes or glasses are chipped. When silver on tables is spotted or tarnished. When glasses are streaked. ( Hold them up to the light and you will see). When menus or placemats are ripped, stained or smudged. When bread or rolls are stale around the edges. When there are not enough menus for the customers. When condiment bottles are not full and are coated at the neck. When guests wait for 3 minutes without having a drink order taken. When food sits in the window waiting to be picked up. (FOOD = CHEF) When we run out of china, silver or glass. When silver is set crooked on tables. When the tabletop is not picture perfect. When sugar bowls are dirty inside. ( take the sugar cubes out and look inside ) When salt and peppers shakers are greasy to touch or half empty. when we run out of any item in any bar or restaurant at any time. When service personnel have the “I’m doing you a favor” attitude. When banquetsor coffee breaks start late. When soft drinks come out of the system “flat” When debris, bits of paper and food is not IMMEDIATELY picked up from the carpets or floors in restaurants and bars. When R/S trays and tables stay on guest floors more than 3 hours. When restaurants and bars open late or close early. ( Regular hours are printed and posted all through the hotel and guest rooms ). When a guest pays top dollar for quality food and beverage and does not get it. When a guest orders the DESCRIPTION on the menu and gets something else. -3-

POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT When a guest pays top dollar for sleeping rooms and can’t get a quick, hot, courteous breakfast the following morning. When a guest travels all evening to get to the hotel and then can’t get a quick 1st class sandwich or a couple eggs (HOT AND FRESH). When guests don’t get seated ; see empty tables and don’t get P.R. or “Strokes” while they stand in line. When chairs and booths are dirty, stained or have crumbs on them When guests who come for breakfast don’t get coffee immediately on being seated. When R/S says 20 minutes and it takes 30 minutes to get the order. When coffee is not steaming. (CHECK BANQUETS ) When fruit garnish in bars or R/S is dried out. When buffet tables or salad bars are not replenished quickly. When orders arrive and they are incomplete, or service people ask “who gets what ?” When coffee cups are stained. (Check inside of cups.) When bud vase water is murky of flowers wilted. When table or meeting room linens have small boles, rips or burns. When tables and chairs are wobbly. When greasy, dirty tags are used to wipe down tables. When guests do not get recognized by a smile, a hello or eye to eye contact when they hit the door of any restaurant. When guests do not think you have tried your very best to please them even if everything was not perfect. When guests are on a tight morning schedule and can’t get in and out of the C/S in 25 minutes. When a guest gets their food check and it is sloppy, wet or stained. When guests are drinking and have nothing to nibble on.

END

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