WEEKLY DUTY ROSTER PROCEDURE

F&B Department Heads

Kitchen - Service - Banquet - Stewarding
Secretary to DOFB Reservaton Department
Prepare Weekly Occupancy Forecast
List
Collect Forecast Lists
eceive Copies
Prepare Weekly !uty oster according
to Business equire"ent
#pprove$Sign !uty oster
Su%"it a Copy to F&B Secretary eceive all section's copies
Prepare a Weekly F&B (eads !uty
oster
)et approval$signature *ro" !irector o*
F&B
Copy F&B (eads !uty oster to all F&B
!epart"ent (eads
Keep one Co"plete set o* all Section's
osters *or Filing
Remar!" + #ttached one copy o* F&B depart"ental duty roster,
+ #ttached one copy o* F&B heads duty roster,
+ Standard- #s an operation depart"ent. duty rosters can %e su%/ect to last "inute changes according to %usiness needs,
Send a Copy to all concerned F&B
!epart"ent (eads
Send to F&B O**ice %e*ore Friday 0oon
Catern# Sa$es
Prepare Weekly Banquet $ Function Forecast List
Send to F&B O**ice %e*ore Friday 0oon
Code " %&&'
L()E) E*CH+)%E PROCEDURE
Resta,rant - Ban.,et Water/Watress
Sort-Out Soiled Linen and
Arrange into Trolley / Bag
La,ndry +ttendant
Take Section's Logbook
Use Staff
Transport Soiled Linen to
Laundry
Both Parties ount
Soiled Linen
!erify and "ecord #uantity in
Section's Log Book
$%change Soiled Linen &ith
'ashed / Pressed Linen
Use Staff
$le(ator
"eturn to Section
Store Linen in )esignated
Storage Area
Remar!" + 12change linen daily during *ollowing hours- 3-44 - 55-44 $ 56-44 - 57-44 $ 84-44 - 89-44
+ :is-usage o* linen to i""ediately report to section head,
+ Log %ook *or"at as attached,
Code"%&&0
OE BRE+K+%E CO)TROL PROCEDURE
Ban.,et/Resta,rant 1ana#er C2e3 Ste4ard/Ste4ardn# S,pervsor Cost Contro$ Fnanca$ Contro$$er
Co"plete Spoilage & Breakage eport *or
all operating equip"ent ;china ware. glass
+ see attached copy o* *or"
ware. *lat ware. %u**et ware< %reakages
Fill in all required spaces on *or"
Co"plete section- 12planation and review
report details
Sign the *or" under #pproved %y !ept,
(ead
eturn For" to Stewarding
=nitiate $ Sign For" under =nitiate Chie*
Steward
Forward For" to Cost Control *or
>eri*ication
eceive For" *or >eri*ication
>eri*y and Sign$#pprove the For"
Forward to Financial Controller *or
#pproval
Keep copy *or sta** %oard and *iling
?ake corrective "easures and actions to
control %reakage
Remar!"
eturn 9, copy ;yellow< to Concerning
!epart"ent
Keep 8, Copy ;red< *or updating :onthly
=nventory Sheet
eturn 8, copy ;red< #nd 9, copy ;yellow<
to Stewarding
Keep 5, copy ;white< *or *iling
>eri*y. #pprove and Sign
eturn to Cost Control
Su%"it *or" to concerned !epart"ent
(ead
+ #ttached one copy o* SPO=L#)1 & B1#K#)1 1PO? FO:,
+ ?he %reakage control "ust %e en*orced %y Chie* Steward and estaurant :anagers,
+ 1**icient %reakage control is to "aintain 4,9 @ %reakage o* total revenue, ?otal %reakage & loss can not e2ceed 4,A @, Section heads are accounta%le *or each o* their area,
+ Section heads are accounta%le *or each o* their area,
Code" % &&5
STEW+RD()% STORE RE6U(S(T(O)S PROCEDURE
Servce / Ktc2en / Ban.,et
Water/Watress/Coo!
Co"plete Stewarding Store oo"
equisition For"
O%tain !ep, (ead's #pproval and Signature
under !ept, (ead Signature
equest =te"s *ro" Stewarding Store oo"
Prepare equested =te"s and Co"plete
For" under Colu"ns- =ssued. Bnit Price &
#"ount
Sign For" under =ssued %y- CCCCCCCCCC
Count and >eri*y =te"s
(and =te"s & For" to equesting
!epart"ent
Ste4ardn# S23t Leader
+ see attached copy o* *or"
Cost Contro$$er
Sign For" under eceived %y- CCCCCCCCCC
eturn signed 5, Copy ;White< and 8, Copy
;ed<
Keep 9, copy ;Dellow< *or *iling
Keep 8, Copy ;ed< on File
Send 5, Copy ;White< to Cost Control
Bpdate Store Bi" Card;s<
Bpdate :onthly =nventory Sheets =n*or"ation
%y co"piling all trans*er *or"s in*or"ation
eceive Copy o* For"
Process on 12pense #llocation
Remar!" + Stewarding Storeroo" is opened daily *ro" 3-44 - 5E-44,
+ #ttached one copy o* Store oo" equisition For",
+ ?rans*er For" quantities and ite"s to %e added onto "onthly inventory list *or updating the actual inventory in each section,
+ Stewarding is responsi%le to "aintain a correct par level *or all operation sections,
Code" % &&7
H+)DL()% %UEST ()6U(RY PROCEDURE
Resta,rant - Lo,n#e - Ban.,et
S,pervsor - %RO - Water/4atress
Receve n.,ry 3rom #,est
Boo!n# o3 8an.,et party
Repeat #,est n.,ry
Searc2n# 3or 8,sness center
Repeat #,est n.,ry
Searc2n# 3or o33ce to4er entrance
Repeat #,est n.,ry
Say" 9T2e O33ce to4er entrance s at t2e 8ac!
o3 t2e 8,sness center: $et me s2o4 yo, t2e
4ay;9
Say" 9( 4$$ contact t2e catern#
department< P$ease 4at a moment;9
Say" 9T2e B,sness Center s on t2e 3rst 3$oor:
$et me s2o4 yo, t2e 4ay;9
Ca$$ Catern# sa$es and as! sa$es to meet
4t2 #,est
(n.,re 2o4 many mn,tes t 4$$ ta!e 3or
sa$es sta33 to meet 4t2 #,est
Escort #,est to t2e 8,sness center Escort #,est to e$evators
Connect #,est 4t2 8,sness center c$er! +s!" 9W2c2 3$oor p$ease;9
W2$e 4atn#: as! #,est to 2ave a seat
Say" 91y co$$ea#,e 4$$ 2e$p yo, 3or any
3,rt2er matters;9
Ca$$ e$evator 3or #,est
Say" 9Catern# sa$es 4$$ 8e 2ere n 7
mn,tes: p$ease 2ave a seat 3rst;9
Connect Catern# sa$es 4t2 #,est
Say" 9T2s s 1ary: t2e Catern# co-
ordnator< S2e 4$$ 2e$p yo,< %ood 8ye:
Sr;9
Bd 3are4e$$" 9%ood 8ye: 1adame;9 Let #,est enter e$evator
Ret,rn to o4n 4or!n# area P,s2 re.,ested 3$oor n,m8er
Say" 9%ood 8ye: 1adame;9
Ret,rn to o4n 4or!n# area
Remar!s"
Code" R &'=
+ For any guest inquiry. do *ul*ill it right away and always help $ escort guest to *ind the solution,
+ For "atters you can not solve %y yoursel*. ask your superior to help,
CH(LDRE) SER>(CE PROCEDURE
Resta,rant %RO / S,pervsor
Water / Watress
We$come and %reet %,ests" 9%ood Evenn#: Sr
/ 1adame< + ta8$e 3or 3o,r?9
Repeat ),m8er o3 %,ests and +s! F,rt2er"
9Yo, Pre3er Smo!n# or )on-Smo!n#?9
Say"9 T2s 4ay p$ease;9
+s!" 9Ho4 a8o,t t2s ta8$e?9
O33er a Ba8y C2ar 3or sma$$er c2$dren" 9( 4$$
8rn# one 8a8y c2ar: p$ease 4at a moment;9
He$p Seatn# C2$d (nto 2s/2er C2ar
Present C2$dren 1en, to Parents or C2$d
O33er Dra4n# / Pantn# S2eets 4t2 Crayons to
eac2 C2$d
Ta!e C2$dren 1ea$ Order@sA
Post Order nto POS
Remove a$$ Standard Ta8$e Ware and Rep$ace
4t2 C2$dren F$at 4are
Prepare Drn! as per POS Prnt-o,t
Use Sa3ety @+cry$cA Drn! Ware 3or
C2$dren Drn!s
Prepare Coc!ta$ Decoraton and a
Stra4
Serve C2$dren +$4ays Frst - Be3ore +d,$ts
Serve Ketc2,p 4t2 Fred Ds2es
+3ter 1ea$: o33er Parents to %,de C2$dren to
p$ay at Kds P$ay#ro,nd
Upon Depart,re / Sett$ement o3 B$$: Present one
Sma$$ %3t to Eac2 C2$d
Remar!s" + #lways pay special attention to children. as they are o*ten the decision "aker *or dining venues,
+ #lways guarantee the sa*ety and well-%eing o* children,
+ BtiliFe drink. *lat and *ood ware as per standard,
Prepare Food as per POS Prnt-o,t
DonBt Over2eat C2$dren P$ate
Bartender Ktc2en Coo! / C2e3 de Parte
Pro(ide guest &ith a
choice of at least
t&o tables
Code" R &'C
BOTTLED W()E ORDERS & D(STR(BUT(O) - PROCEDURE
Servce Tme
@n mn,tesA
44-44 Ta!e 8ott$e o3 4ne/c2ampa#ne order
Preparaton
Tme
@n mn,tesA
Resta,rant - Lo,n#e Water/Watress Bar 1ana#er / S,pervsor
45-44 Post order nto POS
(n3orm 8ar mana#er / s,pervsor 3or
de$very
Receve POS prnt-o,t 44-44
45-94 Receve ca$$ 3rom resta,rant 44-94
Prepare 8ott$e o3 4ne
Prepare 8ar trans3er 3orm
4A-44 Receve 8ott$e
S#n 8ar trans3er 3orm
De$ver 8ott$e to re.,estn# secton
Ret,rn to 8ar 4t2 s#ned trans3er 3rom
45-94
48-44
46-44
4A-84
47-44 Present and serve 8ott$e to #,ests
Keep trans3er 3orm 3or da$y nventory
and rep$acement re.,ston
Keep POS Prnt-o,t 3or Contro$ P,rpose
Remar!" + #ll %ottled wines are under supervision and control o* %everage depart"ent,
+ #ll orders "ust %e recorded on Bar ?rans*er For",
Code" R &'D
H+)DL()% %UEST CO1PL+()TS
Resta,rant Water / Watress
;=n charge o* guest's ta%le<
+t $east once per mea$-perod n.,re #,estEs sats3acton
(n case o3 #,est comp$ant: $sten care3,$$y to t2e
comp$ant
Keep eye contact and appear re$aF
Let #,est to report t2e entre st,aton 8e3ore respondn#
Do not nterr,pt 42$e #,est s spea!n#
=* guest is upset and his co"plaint ;state"ent<
"ight %e incorrect. do not argue and de*end
yoursel*, ?his will worsen the situation and will
not help to resolve the case pro*essionally
Resta,rant S,pervsor or Resta,rant 1ana#er
+ Standard
For mnor cases
For sero,s cases
(n3orm Resta,rant D,ty S,pervsor / Receve n3ormaton re#ardn# #,est comp$ant
Wt2o,t de$ay: contact 4t2 concernn# @,n2appyA #,est
Ta!e approprate
acton/decson and
compensate #,est
Ca$m #,est 8y sayn#" G 1r< Won#: yo, are r#2t: ( am
rea$$y sorry< Can ( o33er t2s ds2 3or 3ree ton#2t?9
(3 #,est a#rees: say" 91ay ( a$so o33er a 3ree c,p o3 tea:
co33ee or some 3r,ts: p$ease;9
Say" 9%ood evenn#: 1r< @3 name !no4nA: my name s
Ho2nny: ( am t2e mana#er< Ho4 can ( 2e$p yo,?9
O33er 8,sness card to #,est
Lsten to #,est comp$ant
Respond" 9Yo, are a8so$,te$y r#2t: ( am rea$$y sorry
a8o,t t2at< 1ay ( o33er yo, anot2er ds2/drn!: p$ease?9
(3 #,est dsa#rees: say ca$m$y" 9( am rea$$y sorry: 4e dd
not do a #ood Io8: co,$d ( do somet2n# to compensate
o,r error?9
9+s a to!en o3 apo$o#y: may ( p$ease o33er yo, ton#2tBs
dnner 3or 3ree?9
Fna$ c$os,re o3 comp$ant" 9T2an! yo,: 1r< Won#: sorry
a#an: $et me so$ve t2s pro8$em r#2t a4ay so t 4$$ not
2appen a#an;9
(n.,re act,a$ reason and ta!e actons to avod 3,t,re
comp$ants
S2are a$$ comp$ants at da$y department 2ead meetn#
(3 #,est a#rees: say" T2an! yo,;9
>od t2e captoned tem/amo,nt @ds2A 4t2n t2e set
po$cy & #,de$ne
+rran#e comp$mentary co33ee: tea or 3r,ts
Report comp$ant n %,est Comments Lo# 8oo!
Remar!" + =n principle always work and per*or" proactively and anticipate guest needs,
+ Pro-active handling and attention to details will in "any cases avoid the trou%le-so"e i"pact o* handling guest co"plaints,
+ #ll sections to provide a guest *eed%ack log %ook availa%le at the hostess desk,
(andling )uest Co"plaint Priority- 5, Cal" )uest
8, esolve the situation and$or co"pensate guest
9, =nquire actual reasons o* co"plaint
6, ?ake actions to avoid *uture co"plaints
Code" R &0=
H+)DL()% OF CORKED / B+D W()ES PROCEDURE
Resta,rant - Lo,n#e-Ban.,et
Water/Watress
Tastn# o3 4ne / c2ampa#ne 8y
2ost
Host / %,est dsapproves t2e 4ne
d,e to cor! or 8ad taste
Say" 9EFc,se me Sr: $et me ca$$ my
mana#er @or s,pervsorA to 2e$p
yo,;9
(n3orm mana#er or s,pervsor Receve n3ormaton
+pproac2 #,est ta8$e
Say" 9%ood evenn#: 1r< Won# @3
name s !no4nA: my name s Ho2nny:
( am t2e mana#er @s,pervsorA< Ho4
can ( 2e$p yo,?9
Receve comp$ant 3rom #,est
Respond" 91ay ( taste t2e 4ne:
p$ease?9
+rran#e ne4 #$ass
Taste t2e 4ne
+3ter tastn# and con3rmaton o3 8ad
taste: say" 9Yo, are r#2t: Sr: t2s
4ne 2as a cor! taste< 1ay ( c2an#e
t to a ne4 8ott$e?9
9P$ease 4at a 3e4 mn,tes;9
Receve 8ad 8ott$e o3 4ne
@(mmedate$yA Pc!-,p a ne4
8ott$e o3 4ne
Receve ne4 8ott$e and #$asses
C2an#e #,est #$asses
%ve ne4 8ott$e and one
3res2 #$ass to
4ater/4atress
Comp$ete Spo$a#e Report
Store spo$ed 4ne@sA at
des#nated area and attac2
copy o3 spo$a#e report
S,8mt a$$ copes o3
Spo$a#e Reports re$ated to
spo$ed 4nes to Bar
1ana#er
=* sa"e type o* wine is spoiled $ corked
*requently re"ove this type o* wine *ro"
our selection
Bartender Resta,rant - Lo,n#e
1ana#er / S,pervsor
P,rc2asn# 1ana#er
Ret,rn t2e 8ad 4ne to 8artender
Contn,e Wne/C2ampa#ne servce
J as per separate SOP
Once a week. every
:onday
Receve a$$ Spo$a#e Reports
Reve4 Reports and s#n/approve
,nder Dep< Head
Co-ordnate 4t2 p,rc2asn# 3or
eFc2an#e o3 spo$ed 4nes 4t2 ne4
4nes
P,rc2asn# n3orm s,pp$ers
to eFc2an#e 8ad 4nes 4t2
ne4 4nes @3ree o3 c2ar#eA
Proceed arrva$ o3 ne4
4nes t2ro,#2 t2e 8evera#e
store room
Remar!"
J P,rc2asn# needs to coordnate 4t2 s,pp$er to #et comp$mentary rep$acement o3 spo$ed 4nes/c2ampa#ne<
J Des#nated spo$ed 4ne stora#es s t2e Lo88y Lo,n#e Wne Ce$$ar<
Code" R &0C
()TER-B+R TR+)SFER PROCEDURE
(ss,n# Department @FRO1K<A
+$$ sta33 $eve$s
Comp$ete (nter Ktc2en/Bar Trans3er
Form 4t2 Department )ames: Date:
Cate#ory: +rtc$e Descrpton:
6,antty and Unt/1eas,re
Prepare Re.,ested +rtc$es and
6,anttes
S#n Trans3er Form ,nder
(ss,ed 8y" LLLLLLLLL
S#n Trans3er Form ,nder
Receved 8y" LLLLLLLLL
Keep 0< Copy @ye$$o4A 3or F$n#
Keep M< Copy @RedA 3or F$n#
Send '< Copy @42teA to O,t$et
1ana#er 3or +pprova$
Ret,rn Ot2er Copes
+pprove / S#n ,nder +pproved 8y
Department Head" LLLLLLLLLLL
For4ard '< Copy @42teA to Cost
Contro$
Process Trans3er FormBs (n3ormaton
3or Cost +$$ocaton @Unt Prce:
+mo,ntA
F$e Trans3er Form
Remar!" + ?rans*er *or"s to %e written in a clear hand writing ;1nglish or :andarin<,
+ :easures$Bnits to write in short cuts- Bot - %ottle. can G tin$can. oN - ounce. m$ - "illiliter. $t - liter. !# - kilo gra". #$ - glass. # G gra",
+ #pproved and signed trans*er *or"s send to Cost Control Clerk daily %e*ore 54-44 a" ;e2cept weekends<,
+ #ttached one copy o* =0?1 K=?C(10$B# ?#0SF1 FO:,
Re.,estn# Department @TOK<<A
+$$ sta33 $eve$s
Resta,rant 1ana#er Cost Contro$ C$er!
Re.,est +rtc$e/Prod,ct and 6,antty
Code" R &55
POL(SH()% CH()+: %L+SS +)D FL+TW+RE PROCEDURE
Resta,rant - Lo,n#e - Ban.,et Water / Watress
Prepare hot water. *ill up A@ o* the Stewarding-soaking pan with %oiling water
Prepare cleaned. *resh and dry linen cloth
Chinaware
!a"p one cloth with hot water, Bse the
da"p cloth to polish the chinaware
)lassware
(old the glass$ste" %otto" with one end o* the
cloth over the hot water. let the stea" surround
the glass
Flatware
e"ove *latware with stains and return to
steward to wash again
e"ove any chinaware with stains and
return to steward to wash again
=nsert one corner o* the glass cloth. %unched into
the glass end
)roup di**erent types o* cutleries in order,
(old the handles o* the *latware and dip it
into the hot water
For cups. hold the handle, For plates and
%owls. with *our *ingers under lower edge
and placed the thu"% %y the ri" o* the
plate sur*ace, For spoons. hold the handle
Put the right hand thu"% into the glass and the
*ingers outside the glass
Fold the cloth into hal*. put le*t end o* the
cloth on the right hand, (old the cutlery
handle with the le*t hand using the cloth,
:ove the chinaware clockwise to polish
#*ter polishing. do not touch the sur*ace
with *ingers
:ove the glass cloth clockwise to polish
#*ter polishing. hold glass on ste" or %ase only.
do not touch the sur*ace any"ore
Bse another end o* glass cloth to polish
cutlery, ?he handle is to %e polished last
%e*ore putting it on the clean tray
#*ter polishing. do not touch the sur*ace o*
*latware's any"ore
Store glasses upside down on tray or shelves. store *latware's in service stations on clean racks. store china inside cup%oards or service stations,
Remar!" Standard- 0o F=0)1P=0?S or water "arks on any polished china. glass or *latware, ?his will represent anun-hygienic i"age to our custo"ers
and is against the national hygiene standards,
Code" R &5=
HOL(D+Y ()) CE)TR+L PL+O+ BE(H()%
SPO(L+%E / W+ST+%E PROCEDURE
Ktc2en
So,s C2e3 / C2e3 de Parte
Comp$ete Spo$a#e & Brea!a#e
Report c$ear$y 4t2 ven,e: date:
descrpton: sNe and .,antty
C$ear$y ndcate reason / eFp$anaton
on report
S,8mt report@sA da$y to Department
Head 3or approva$
Servce
Bartender / Rest< S,pervsor
Comp$ete Spo$a#e & Brea!a#e
Report c$ear$y 4t2 ven,e: date:
descrpton: sNe and .,antty
C$ear$y ndcate reason / eFp$anaton
on report
S,8mt report@sA da$y to Department
Head 3or approva$
Department Head
EFec,tve C2e3 / 1ana#er
Cost Contro$ Fnanca$ Contro$$er
Wt2 eFcepton o3 8ad /
cor!ed 8ott$ed 4nes
@once a 4ee!A
Receve Report@sA
S#n and approve
>er3y content and eFp$anaton
Send report@sA to Cost Contro$
For $ar#er dscrepances or 3re.,ent
spo$a#e / 4aste occ,rrence: ta!e
necessary actons to red,ce
spo$a#e/4asta#e
Receve Report 3or >er3caton
>er3y and S#n/+pprove t2e Form
For4ard to Fnanca$ Contro$$er 3or
+pprova$
Ret,rn M< copy @redA +nd 0< copy
@ye$$o4A to concernn# department
2ead
+cton on eFpense/cost a$$ocaton
Keep '< copy @42teA 3or 3$n#
>er3y: +pprove and S#n
Receve copes o3 spo$a#e reports Ret,rn to Cost Contro$
Keep copes 3or 3$n#
Remar!"
J +ttac2ed one copy o3 SPO(L+%E & BRE+K+%E REPORT FOR1<
J Cate#ory spo$a#e & 4asta#e" +ccdents and sp$$a#es: n3eror F&B .,a$ty: ms-2and$n# d,rn# preparaton<
J Spo$a#e/4asta#e m,st 8e !ept at a mnm,m and can not eFceed 8,d#eted amo,nt<
Code" R &CD