FOOD AND BEVERAGE

STANDARD OPERATING
PROCEDURES
Publi le 5 juin 2015

Geoffrey Chavangi Musera

SENIOR CATERER at DEDAN KIMATHI UNIVERSITY OF TECHNOLOGY

The following enumerates the standard Food and Beverage operating

procedures;

1. All customers will be acknowledged within 30 seconds of arrival

with eye contact, a warm friendly smile and a verbal greeting. Where
possible the customer will be acknowledged by name.
2. All customers will be escorted to their tables, satisfaction checked
with the location and chairs pulled where applicable {ladies being
given priority}
3. All guests will be offered the menu, specials of the day explained
and missing items clarified.
4. Supervisor will maintain an active visible presence in the restaurant
while ensuring consistency in product and service delivery.
5. All non routine incidents will be handled tactfully and escalated
promptly to the supervisor or manager.
6. On departure, customers are thanked and wished a pleasant day or
evening.
7. The table will always be clean, uniform and set to specifications.
8. All customers queries will be answered knowledgeably and
tactfully by all staff.
9. Service will be fast and friendly to both internal and external
customers.
10. Table clearance will always be done with a tray and crockery
stacked according to size.
11. Staff should always be as un-obstructive as possible to customers.
12. Operating equipment will always be clean, well arranged and
easily accessible.
13. All orders will be taken and served accurately.
14. Service time for food {15 minutes} and beverage {3 minutes},
delivery time should always be communicated to the guest including
any unavoidable delays.
15. Coffee or dessert will always be offered after meals and served
within 3 minutes.
16. All food and beverage items will be produced and presented as per
standard recipes and specifications.
17. All telephone calls will be answered with a clear unhurried voice
within three rings.
18. Staff should always listen for suggestive selling or up-selling
opportunities for example would you like some fresh juice or cocktail
with your sandwich?
19. All orders must be made through point of sale receipt or triplicate
captain order system (where manual billing is in use) prior to pick-up
of products from their respective dispensing points.
20. All staff will always be clean, presentable and in full uniform.
21. Service staff will always ask before removing anything from the
table, excuse me, may I take this out of your way? always be polite!
22. Check and order replenishment on beverages.
23. Service staff must deliver the bill to the guest within 2 minutes of
clearing the last piece of crockery or glassware.
24. All take away orders will be packed in standard take away
packaging.
25. Accurate change must be returned to the guest within 2 minutes of
clearing the bill.
26. All staff must attend pre-service briefings conducted by the
supervisor or manager on duty before the beginning of service.
27. Staff will always speak clearly in low controlled voices and never
shout or yell in the restaurant.
28. Staff will communicate in English or Kiswahili and never in slang
while on duty.
29. All service areas will be maintained in a clean and hygienic
condition with a clean and inviting ambiance.
30. Background music within the restaurant must be at an un-
obstructive level and clear with no hiss.
31. The back of house area will be maintained in a clean and hygienic
condition in strict compliance to preset hygienic standards.