Restaurant Operation Manual

RESTAURANT
OPERATION MANUAL
STANDARD OPERATING MANUAL

TABLE OF CONTENT
The Outlet 1 Skills & Knowledge 5

Introduction 1.1 Training 5.1
Organization Chart 1.2 New Staff Training Program 5.1.1
Floor Plan 1.3 Waiter/ Waitress 5.1.1
Departmental Policies& Guidelines 1.4 Host/ Hostess 5.1.1
Menu 1.5 Hotel Training Program 5.1.2
Marketing plan 1.6 Telephone Etiquette 5.2
Our Philosophy 2 Handling Guests Complaints 5.3
Queen Palace Hospitality 2.1 Up-selling Program 5.4
Basic Service Standard 5.5
Our Staff 3 Non-Negotiables 5.6
Staff Budget 3.1
Job Descriptions 3.2 General Guidance 6
Uniform 3.3 Foodborne Illness Structure 6.1
Grooming Standart 3.4 Procedure for Reporting Injury 6.2
Staff Schedule 3.5 Guest Injury 6.2.1
Staff Injury 6.2.2
Operating Procuders 4 Lost and Found Procedures 6.3
Outlet Daily Briefing 4.1
Opening Procedures 4.2 SOP 7
Sequence of Service 4.3
Seating guest 4.3.1
A La Carte Service 4.3.2
Closing Procedure 4.4
Interdepartmental Transfer 4.5
Handling Linen 4.6
Cleaning Schedules 4.7
Table Set-Up 4.8
Inventory 4.9
Cashier Overage&Shortage 4.10
Procedure
Department: Restaurant The Outlet

SOP 1. 1
Responsible: Introduction
Last Updated: April 2018 Page: 1 of 2
INTRODUCTION
NAME: ???? Restaurant
The innovative and brand new Restaurant, brings a fine dining dinner experince with a higher
level of creativity. With a choice of different cooking style all over France.
OPENING DATE: July,2018
LOCATION: It’s located at European side of the Queen Palace.
SIZE OF RESTAURANT: ? square feet
CUISINE: Modern European Cuisine, serving à la carte menu for Lunch/dinner.
SEATING: 106 pax –Seating arrangements are sub-divided in. 34 pax indoor and 72 pax
outdoor.
CONCEPT: A Causal dining, where a level of service makes dining at Restaurant a truly
Relaxed experience combine with European Cuisine.
CHEF: Mr. xxx leads his brigade of over x chefs, bringing innovation and quality food concepts
to his cooking.
RESTAURANT MANAGER: Mr inspires his team of 17 energetic service staff to deliver

friendly and efficient service to his guests.

SOP 1. 1
Responsible: Introduction
Last Updated: April,2018 Page: 2 of 2
Picture needs update

OPERATION HOURS:11:00 to 14:30 19:00 to 23:00 daily for Casual dining,
DINNER: Price Range ?????
RESERVATIONS: Phone number,

SOP 1. 2
Responsible: Organization Chart
Restaurant Manager (1)
Asst. Restaurant Manager (1)
Restaurant Supervisors (3)
Restaurant Host or Hostess (2) Restaurant Bartender (2)
Wait Staff (8)

SOP 1. 3
Responsible: Floor Plan
RESTAURANT FLOOR PLAN

SOP 1. 3
Responsible: Floor Plan

SOP 1. 4
Responsible: Rules &
Policies
RULES & POLICIES

Policies/Guidelines
Report to Duty
• Staff to report to work station on time according to scheduled
duty in full uniform
• Sign in/out
oSign in and out at the work station upon arrival and department
to work
oSign in and out only for yourself and at the actual time of arrival
and departure
• Tardiness
oTardiness & no show will result in disciplinary action
o Unavoidable delay: notify manager on duty if there is any
unforeseeable delay for duty, ex., traffic accident.
• Sick Call
oEmployee who call in sick must notify outlet manager or
manager on duty at least one hour before their scheduled shift
Holiday and
Annual Leave • All leaves must be supported by approved Leave Application
forms
Personal
Belongings • Usage of personal mobile phone is prohibited during work
period
• Personal belongings must be kept in the locker provided by
hotel
Uniform and
Grooming • Uniform
oAll staff should be in their full uniform during the scheduled
period
oStaff’s name tag must be wore at all time
oStaffs must keep uniform clean, tidy and properly pressed
oHotel uniform and name tag cannot be wore outside the hotel
without approval
• Grooming
oAll staff should brush their hair, double check the tidiness of
their uniforms and make sure shoes are shined before reporting
to duties
oFollow jewelry, nails and make up guidelines, follow the
grooming standard provided by Human Resources department
Personal Record
• If there is any changes in address, telephone number, marital
status, staff needs to inform department head and human
resources department within 7 days
• Hotel address cannot be used as a personal mailing address
Department: : Restaurant The Outlet

SOP 1. 5
Responsible: Menu
Last Updated: April,2018 Page: 1of 2
MENU
à la carte menu is available from which the guest can order for Lunch/dinner that offers a variety
of foods from European Cuisine, appealing to the restaurant’s local and international guests.
A la carte Menu
• Lunch/Dinner
• Vegetarian?*
Beverage List
• Beverage & Wine List
RESTAURANT RESTAURANT MENU
Appetizers, Salads and Soup
Onion Soup Gratinee “Belle Epoque”
Roasted Pumpkin Salad with Honey, Spinach and Blue Cheese (V)
Frisee Lettuce with Crispy Bacon and Soft Poached Egg (P)
Herring Fillets with Potato Salad
Country Liver Pate (P)
Home Smoked Salmon with Toast
Duck Rillettes with Toasted Corn Bread
Plateau de Fruits de Mer
½ Dozen Oysters in Season on Ice
Shrimp Cocktail
Escargots in Garlic Butter
Moules Mariniere (A)

SOP 1. 5
Responsible: Menu
Main Courses
Sea Bass Fillet with Artichokes and Tomatoes
Salmon Pave, White Bean Ragout, Sun Dried Tomatoes and Fresh Herbs
Roasted Baby Chicken with Fresh Thyme
Beef Tenderloin with Béarnaise Sauce
Entrecote au Poivre with Creamed Spinach and French Fries (A)
Roasted Rack of Lamb with Herb Crust, Garlic Mash and Rosemary
Duck Confit with Crispy Potatoes and Frisee Salad
Steak Tartar prepared at your table side
Warm Goat’s Cheese and Grilled Vegetable Salad (V)
Desserts
“Bugnes” Crispy Dough, Strawberry Compote and Fromage Blanc Sherbet
Apple Tart Tatin with Vanilla Custard and Ice Cream
Chocolate Mud Pie with Butterscotch Sauce (A)
Warm Berry Cobbler with Elderberry Sherbet
Bread and Butter Pudding with White Chocolate Ice Cream
Our Pancakes
with Apricot Jam
with Cream Cheese Filling
with Chocolate and Hazelnuts (N)
Our Ice Creams
Peach Melba (N)
Banana Split
Pear Belle Helene (N)
Prestige (choice of 3 scoops)

SOP 1. 6
Responsible: Marketing
Plan
MARKETING PLAN? ? ?
Department: Restaurant Our Culture

SOP 2. 1
Responsible: All Staff QueenPalace
Hospitality
HOSPITALITY
PHILOSOPHY
Queen Palace hospitality from caring people.
• Having pride without arrogance.
• Demonstrating respect, courtesy, sincerity, helpfulness and empathy in all our contacts
with guests.
• Hiring for attitude, training for skills.
• Delighting customers so that we not only meet, but exceed their expectations.
• Delighting customers and giving them value that they cannot find elsewhere.
OUR VISION
Providing finest Turkish Hospitality with the passion and commitment.
OUR MISSION
We are the Most Luxurius Hotel in the Mediteranean.
GUIDING PRINCIPLES
1- We will ensure that leadership drives for results.
2- We will make Guest loyalty a key driver of our business.
3- We will enable decision making at guest contact point.
4- We will be committed to the financial success of our own unit and of our company.
5- We will create an environment where our colleagues may achieve their personal and career
goals.
6- We will demonstrate honesty, care and integrity in all our relationships.
7- We will ensure our policies and processes are guest and employee friendly.
8- We will be environmentally conscientious and provide safety and security for our guests and
our
colleagues.
Our Staff
Department: Restaurant Our Staff
SOP 3. 1
Responsible: Department Manager Staff Budget
STAFF BUDGET 2018
Asst. Restaurant Manager 1
Super visor 3
Bartender 2
Hostess 2
Waiter-Service Associate 8
Total 17
Department: Restaurant Our Staff SOP 3. 2- A
Responsible: Department Manager Job Description
JOB DESCRIPTIONS
Job Title: RESTAURANT OUTLET MANAGER
Department: F&B Grade Level: 3
Reports to: ASST. F&B MANAGER Responsible ASST. OUTLET MANAGERS

for: SUPERVISORS,
SERVICE ASSOCIATES
Substituted by: ASST. OUTLET MANAGER
Scope of Work: MANAGEMENT
PROFESSİONAL RESPONSİBİLİTİES:

GENERİC RESPONSİBİLİTİES:
Core Values
 Work with Passion and Commitment, providing our guests with the Finest Turkish Hospitality and thereby
creating the Most Luxurious Hotel in the Mediterranean.
Leadership
 Set and implement clearly defined goals for the department.
 Communicate the hotel Mission to all staff within the department, ensuring that it is understood and
embedded into every aspect of the department’s systems and processes.
 Conduct daily departmental briefings as scheduled to communicate key information to the team, discuss
key issues and seek feedback from the team.
Customer Focus
 Surpass customer satisfaction (internal or external customers) by thoroughly understanding their needs,
actively seeking customer feedback, and following up with relevant colleagues to ensure that all customer
requests are delivered completely.
 Should there be complaints from the customer, take personal ownership to ensure that all customer issues
are resolved.
 Promote empowerment to solve customer issues quickly and effectively, by understanding the levels of
authority within the department and familiarising with procedures related to solving common customer
complaints and concerns.
People Focus
 Select and recruit qualified staff based on competency and in accordance to the department’s Manning
Guide.
 Identify training needs for the department and ensure that every staff achieves the necessary competency
to excel in their existing roles and are ready for further career progression.
 Foster effective teamwork within the department and with other departments through effective team
building activities and creating cross-functional initiatives involving staff at all levels.
 Review staff performance and provide regular one-to-one feedback through structured performance
appraisal sessions. Provide counselling and mentoring where appropriate, actively developing and
enriching the team through positive role modelling and personal guidance.
 Recognise and give praise to positive behaviour and performance, actively promoting positive motivation
within the team.
Continuous Learning and Improvement

 Continuously improve standards and processes through constant monitoring of departmental performance,
conducting regular review of departmental procedures, and fostering an atmosphere of continuous learning
and improvement.
 Formulate (come up with) innovative ideas which could improve the way things are done, by actively
studying best practices from other competitors or successful operations, and sharing ideas with colleagues
and managers to implement new solutions.
Financial
 Implement necessary actions to increase profitability (increasing revenue and/or reducing wastages).
Working Environment and Ethics

 Report for duty punctually wearing the correct uniform and name badge at all times
 Cultivate (promote) a healthy working environment by adhering to standards and procedures supporting
health, safety and hygiene.
 Abide by all policies, standards and procedures laid down by the Hotel and Department manuals, constantly
keeping up-to-date with changes and ensuring familiarity at all times.
 Maintain a high standard of personal appearance and hygiene at all times.
PROFİLE SPECİFİCATİON:
Criteria Description
Qualification: 
(type)
Skills: 
(type)
Experience: 
(type and
duration)
Personality Traits: 
(describe)
EXPLAİNED BY: Signature: Date:
READ AND ACCEPTED Signature: Date:

BY:
SOP 3. 2-B
Responsible: Department Manager Job
Description
JOB DESCRIPTIONS
Job Title: RESTAURANT OUTLET ASST. MANAGER
Reports to: OUTLET MANAGER Responsible SUPERVISORS,

for: SERVICE ASSOSIATIONS
Substituted by: SUPERVISOR
Scope of Work:

Core Values
Leadership
 Communicate key information to the team and actively engage the team to discuss key issues.
Customer Focus
are resolved.
People Focus
 Assist the Head of Department in identifying training needs for the department and ensuring that every
staff achieves the necessary competency to excel in their existing roles.
 Foster effective teamwork within the department and with other departments through open communication
and working together in cross-departmental projects.
within the team.

 Actively participate in training programmes to improve skills and competencies.
 Continuously improve standards and processes by participating in improvement projects or problem-
solving teams.
Financial

Qualification: 
(type)
Skills: 
(type)
Experience: 
(type and
duration)
(describe)

BY:
SOP 3.2-C
Description
JOB DESCRIPTION
Job Title: RESTAURANT OUTLET SUPERVISOR
Reports to: ASST.MANAGER Responsible SERVICE ASSOSIATIONS

for:
Substituted by: SERVICE ASSOSIATION
Scope of Work: SUPERVISORY

Core Values
Leadership
 Communicate key information to the team and actively engage the team to discuss key issues.
Customer Focus
are resolved.
People Focus
 Assist the Head of Department in identifying training needs for the department and ensuring that every
staff achieves the necessary competency to excel in their existing roles.
within the team.
solving teams.
Financial

Qualification: 
(type)
Skills: 
(type)
Experience: 
(type and
duration)
(describe)

BY:
SOP 3.2-C
Description
JOB DESCRIPTION
Job Title: SERVICE ASSOSIATION
Reports to: SUPERVISOR Responsible -

for:
Substituted by:
Scope of Work: SERVICE ASSOSIATION

Core Values
Customer Focus
People Focus

solving teams.
Financial

Maintain a high standard of personal appearance and hygiene at all times.
Qualification: 
(type)
Skills: 
(type)
Experience: 
(type and
duration)
(describe)

BY:
SOP 3.2-D
Description
JOB DESCRIPTION
Job Title: BAR PERSON

for:
Substituted by:

Core Values
Customer Focus
People Focus

solving teams.
Financial

Qualification: 
(type)
Skills: 
(type)
Experience: 
(type and
duration)
(describe)

BY:
SOP 3.2-E
Description
JOB DESCRIPTION
Job Title: HOSTESS

for:
Substituted by:

Core Values
Customer Focus
People Focus

solving teams.
Financial
Qualification: 
(type)
Skills: 
(type)
Experience: 
(type and
duration)
(describe)

BY:
SOP 3. 3
Responsible: Department Manager Uniform
UNIFORMS
Restaurant Manager
The Service Manager has four sets of uniforms
Picture will be added later on…
Assistant Manager
The Service Manager has four sets of uniforms
Supervisor, Hostess & Wait Staff

Supervisor, Hostess & Wait Staff have four sets of uniforms

Department: Restaurant Our Staff SOP 3 . 4
Responsible: All Staff Grooming
GROOMING STANDARD
A. Grooming & Appearance – Uniformed Staff
Male
Hair Style • Keep hair clean & tidy. Brush your hair before
going on duty.
• Hair neatly cut, not to be lower than collar or hide
your ears.
• No coloring on hair. Only subtle highlight is
allowed.
• Fringe must not be longer than eyebrow level.
• Extremely short shaved hairstyle is not acceptable.
• Must always be clean-shaven. Moustache, beards
& side-burns are not allowed.
Hands & •Hands and fingernails must be clean at all times.

Nails Fingernails must be short and well trimmed.
Make-up • No make-up in any form is allowed.

• Only clear & non-glossy moisturizing lip balms are
permitted.
Jewelry & •Only one wedding ring or one simple engagement

Accessories ring can be worn.
• Only one simple and conservative design watch
with a plain face and fitted band can be worn. Diving
watches, colored plastic band watches and trendy
watches are not acceptable.
• One simple necklace can only be worn inside the
uniform.
• Bracelet and earring are not allowed
Uniform
•Must be properly fitted, clean and well pressed.
Change uniform if it is dirty, stained or wrinkled.
• Wear uniform properly with no buttons missing.
Jacket and shirt must be buttoned. Do not put too
many things in the pockets.
• Clean and clear name badge must be properly
worn.
• Suspenders can only be worn if they are not visible
from outside.
• Personal pagers or mobile phones must not be
carried while on duty.
• Uniform ties must be worn properly and must be
clean and wrinkle free at all times.
Shoes • Plain black leather shoes with plain black socks.

• All shoes must always be well-polished and in good
state of repair.
Department: Restaurant OurStaffSOP 3.4

Responsible: All Staff Grooming
Female
• Keep hair clean & tidy. Brush your hairbefore going on duty.
Hair Style • Hair neatly cut, tidy and non-frizzy, avoid too many layers.
• No coloring on hair. Only subtle highlight is allowed.
• Fringe must not be longer than eyebrow level. Long fringe must
be secured in place with only plain black clips.
• Extreme hairstyles such as frizzy perm, heavily gelled hair or
exaggerated/ messy updo are not acceptable.
• Long hair must be tied up in one of the following methods
a) a bun without any accessory
b) a bun with the hair ornament provided by the Hotel (a black

velvet hair bow barrette with net)
c) a French Twist
•Hands and fingernails must be clean at all times. Fingernails

Hands & Nails must be short and well trimmed.
• No make-up in any form is allowed.

Make-up • Only clear & non-glossy moisturizing lip balms are permitted.
•Only one wedding ring or one simple engagement ring can be

Jewellery & worn.
Accessories • Only one simple and conservative design watch with a plain
face and fitted band can be worn. Diving watches, colored
plastic band watches and trendy watches are not acceptable.
• One simple necklace can only be worn inside the uniform.
• Bracelet and earring are not allowed
•Must be properly fitted, clean and well pressed. Change
uniform if it is dirty, stained or wrinkled.
• Wear uniform properly with no buttons missing. Jacket and
Uniform shirt must be buttoned. Do not put too many things in the
pockets.
• Clean and clear name badge must be properly worn.
• Suspenders can only be worn if they are not visible from
outside.
• Personal pagers or mobile phones must not be carried while
on duty.
• Uniform ties must be worn properly and must be clean and
wrinkle free at all times.
Shoes • Plain black leather shoes with plain black socks.

• All shoes must always be well-polished and in good state of
repair.
Operating Procedures
Department: Restaurant Our Staff SOP 4.1
Responsible: Department Manager Outlet Daily Briefing

OUTLET DAILY BRIEFING
DAILY REPORT
Date:
Opening: Closing:
TODAY COVERS REVENUE AVERAGE CHECK

Actual Budget Food Beverage Total Budget Food Beverage Total Budget
DINNER
M-T-D COVERS REVENUE MONTH END

Covers Forecast Food Beverage Total Forecast Covers Sales
DINNER
VIP's
Out of stock item: : Staff briefing:
_____________________________________________________________________
_______________________________
_____________________________________________________________________
____________________________
_____________________________________________________________________
____________________________
VIP's Maintenance
Tomorrow reservation: tomorrow: issue:
Dinner:
Guest feedback:
_____________________________________________________________________
____________________________
_____________________________________________________________________
____________________________
Department: Restaurant Our Staff SOP 4. 1

Responsible: Department Manager Outlet Daily Briefing
Last Updated: April 2018 Page: 2 of 4
F&B D AİLY BRİEFİNG CHECKLİST – RESTAURANT

To be used by all Outlet Managers / Supervisors during their daily briefing. The following areas must
be covered during the briefing. This checklist must be filed for future reference by Department
Head/Outlet Manager.
Date:
A. A REAS TO BE Specific Topic(s) Checklist

C OVERED
• How did we perform

1. Outlet yesterday/ today? □
Performance (cover / revenue)
2. Quality • Highlight 2 specific

Improvement and tasks or standards to □
Service Standards be improved during
the next shift
3. Up selling Items How many items

have been sold, □
today’s target
4. □
5. □
• Special Arrivals –
6. Communication ( VIP / Regular Guest □
/ Group)
• At least 2 things that

7. Recognition team members have □
done well
yesterday/today
8. Training • Highlight daily 1

SOP and 1 Guiding □
Principle / HACCP
Policy
• Mention upcoming
training (General &
Departmental
Training)
• How many guest

have we delighted
yesterday/ today?
• Announce vacant
9. Vacancies position available □
within the hotel based
on issued memo by
HRD
• Close briefing with

10. words of □
Encouragement encouragement
(Teamwork)
• Thank them
Briefing conducted Remarks by Manager/ Supervisor

by:
Service Standard Minimum Quality QUEEN PALACE
Topics Standards GUİDİNG
PRİNCİPLES
• Choose one 1. Guests will be recognized
different MQS topic personally through the use 1. We will ensure
a day of their name, naturally and that leadership
appropriately. drives for results
• Elaborate the topic
related to our 2. All colleagues will 2. We will make
acknowledge guests, and customer loyalty a
colleagues work
fellow colleagues verbally, key driver of our
• Give specific even in passing. business
examples
3. Colleague will engage 3. We will enable
guests with eye contact and decision making at
QUEEN PALACE a warm sincere smile. customer contact
W AY point
4. Colleagues will
“All for one, One for
proactively offer assistance 4. We will be
all” committed to the
to guests in our public
areas. financial success of
Towards Excellence
our own unit and of
5. When directing guests our company
PHİLOSOPHY
around the hotel,
“Genuine Care with 5. We will create an
colleagues will escort
Turkish Hospitality” guests to their destination, environment where
and will never point. our colleagues may
M İSSİON
achieve their
The Most Luxurious 6. Colleagues will take personal and career
Hotel in ownership of guest goals
Meddittrenean requests and needs; and
will pass along all details to 6. We will
7 KEY DRİVERS OF other colleagues so the demonstrate
GUEST DELİGHT guest will not have to honesty, care and
repeat. integrity in all our
 Smile 7. Guests will never be told
relationships
 Energy “no”, but offered alternative 7. We will ensure

solutions. our polices and
 Recognati processes are
8. All guest remarks in guests and
on
respect of their preferences employee friendly
 Voice and habits will be
proactively recorded and 8. We will be
 Information acted upon appropriately. environmentally
conscientious and
 Clean 9. When handling guest provide safety and
complaints or comments,
 Everyone colleagues will listen fully,
security for our
guests and our
calmly and sincerely; colleagues
apologize for any
inconvenience and then
precisely describe the
action which will follow and
follow up immediately.
Department: Restaurant Operation Procedures SOP 4.2
Responsible: Department Manager Opening Procedures
OPENING PROCEDURES
Task Procedure
Check on day special and follow up of • Read Supervisor log book

previous day’s happenings
• Check Restaurant e-mail on
Lotus Notes for update information and
guest inquiry
• Read Lotus Note
Check daily reservation • Check on reservation in ???, make

notes if there is any special or group
reservations
• Double check for all VIP reservation

for whole day
• Update the VIP reservation on the

Daily Event List if any changes has
been made
Make sure staff report duty on time • Check Supervisor sign in log book and
staffs’ attendance card
• If there is any staff did not report to

work on time, contact the staff
immediately to check on status
Check grooming on all staff • Check the overall grooming of all staff
with
Restaurant standard, make sure
everyone is presentable
Check overall set up in the restaurant • Check every sections and work
stations in the restaurant, ensure all the
tables and stations are properly set up
and in clean and tidy condition
Department: : Restaurant Operating Procedure SOP 4.2
Responsible: Supervisor Opening Procedure
Last Updated: April, 2018 Page: 2 of 4
Pick up key • Pick up the Restaurant master key

from
?????
Active phone line • Transfer phone line back from ????

to
R ESTAURANT
Unlock all the workstation cabinets • Use the master key to unlock all the
draws in sideboard and cabinet for
easy access
Prepare and check all table setting • Check if there is any chipped cutlery
or glass on the table, replace the
chipped ones with a good condition
one right away
• Check all table setting to ensure

they’re in correct and presentable
condition
Check dinner reservation • Ensure all the reserved tables are set
up correctly and match with the
arrangement on the reservation list
Switch on the music system

• Switch on the Restaurant music
system which is located in
the , ?????.
• Make sure the proper music is

playing for dinner period
• Abject music volume to fitLunch/

dinner period, make sure it is not too
loud or too soft
Switch on Micros POS • Switch on all the Micros POS and

make sure it is on the correct day, time
and meal period
Check on grooming on all staffs • Double check on the grooming status

of all the service associates, make
sure they are presentable before
starting the operation
• Open the main door at 11am and

Start operation start the restaurant operation
Responsible: Hostess Opening Procedures
Read Süpervısor’s log book • Read the Supervisor Log Book and
make note of any aspect that needs
special attention
• Sign the log book after viewing
Log on the Table Management System • Switch on all computers at the hostess
(TMS) desk
• Log on into “Table Management

System”
Check whole Lunch/ dinner reservation

and floor plan • Check if there is any VIP reservation for
dinner
• Update the VIP list and report to the

Manager on duty
• Double check the table assignment

which should match with the TMS
reservation list
Check the entrance before the operation Make sure that entrance of the
started
restaurant is clean and perfect.
Report any defects to manager on
duty.
Responsible: Bartender Opening Procedures
Unlock all the refrigerator

• Use the master key to unlock refrigerators located in
Bar
Check the beverage and • Make sure there are enough supplies for the service
the alchole period
• If there is any shortage on the beverage and the alchole,
report to Manager on duty right away
Prepare the coffee machine • Press the ON button of the coffee machine and let it
for service warm up
• Check and Fill up coffee bean in the coffee machine
• Check the expiry date on the milk carton to make sure

it is valid to serve
• Place cold milk in the milk container of the coffee

machine
Check the milk, coffee • Ensure all the milk, coffee cream and juice stock are
cream and juice supplies valid to serve
• Make sure there are enough supplies for the service

period
• If there is any shortage on milk and juice, report to

Manager on duty right away
Prepare ice cube for the

service period • Collect the ice cube from the ice-machine at back pantry
and put it in the ice container at the Bar
Prepare the sanitizer for the • Fill up the ice cube scoop container with the standard
ice cube scoop sanitizer solution
Department: : Restaurant Operating Procedure SOP 4.3.1
Responsible: Hostess Sequence of Service – Seating guest
SEQUENCE OF SERVICE – SEATING GUEST
Task Procedure
Acknowledge and welcome • Offer a welcome smile; maintain eye contact with
guest guest and in a positive body posture (Stand upright and
alert). Greet guest courteously by saying: “ Good
morning/afternoon/evening, Mr/Mrs/Ms. XXX (if you
know guest’s name) or Sir/ Madam, welcome to
Restaurant
Ask if guest has a • “Do you have a reservation, please?”

reservation
If guest has a reservation • Ask for guest’s reservation name
• Check in TMS for this booking and confirm

reservation details with guest (e.g. non-smoking table,
etc.).
If guest does not have a • Ask guest for the number of guests expected
reservation
• Guest’s preferences in the location of the table (such
as smoking/ non-smoking) – check for table’s
availability from the TMS
• Enter guest’s name and details into TMS for reference
Escort the guest to the table • Lead guest to the assigned table by requesting the
guest to follow you, saying: “Sir/Madam/ (name of the
guest) this way please”
• Lead the way by walking in front of the guest
• Stop at the table, smile and pull chair out for guest
• Invite guest to sit, saying “Sir/Madam, please”
• Push chair in when guest is about to sit down

Department: : Restaurant Operating Procedure SOP 4.3.2
Responsible: Supervisor-Service Associete
Sequence of Service- A La Carte Service
Last Updated: April, 2018 Page: 1of 4
SEQUENCE OF SERVICE - A LA CARTE SERVICE
Task Procedure
• Approach table to take beverage order and introduce promotional

Offering beverage beverage item with up-selling skill by suggesting beverage item, ex,
“Would you care for a glass of wine or our special cocktail before
dinner?” “Sir/Madam/(guest’s name)
• Check the cleanliness of the menu before presenting it to the guest

Present the menu
• Approach the table and present the menu to the guests with ladies
first.
• Introduce daily special to the guests.
• Serve the beverage orders
• Allow guest to have a moment to go through the menu, let guest

know that you will be back to take their orders when they are ready,
by saying, “Sir/Madam/(guest’s name), I will be back in a minute to
take your orders. Thank you.”
• Approach the table again when the guests are ready to place the
Order taking order, by saying, “May I take your order?”
• If guests are not ready, ask them if they need any help on the
menu, “Do you need any help on the menu?” Then give your
recommendation accordingly.
• Take lady’s order first and host’s at last
• Write down the orders immediately and repeat the orders to the
guests clearly
• Say “Thank you!”, collect all menus and excuse yourself from the
table
• Transfer food order to kitchen with remarks if there is any special

requests by guests
Transfer order to
kitchen
• Ensure all presented chinaware is clean and unchipped
Serving order to
guest • Preset the suitable chinaware and utensils on the table before
bring in the order
• Double check the food orders at the kitchen, make sure all the
items are correct.
• Bring the orders to the guest with smile and eye contact
• Serve lady’s order first from the left and host’s at last
• After serving the order and before leaving the table, say “Please
enjoy your meal!”
• 5 minutes after main course is served, approach table again to

Double check on ensure guest satisfaction. Example: “How is your fish?
guest satisfaction
“Would you like another glass of wine?”.
• Approach the table after guest has finished the food

Clear soiled
dishes • Ask for permission to remove the dish from the table, saying
“Excuse me Sir/Madam, may I clear your dishes/glasses?”.
• Remove the soiled dishes and ensure that it is done quietly and
neatly
• Discreetly leave the table

Department: : Restaurant Operating Procedure SOP
Responsible: Supervisor-Service Associete Sequence of Service- A La
Carte Service
• After clearing away the main dishes,

Up-sell dessert, tea/ approach table again with the dessert
and coffee menu on hands to check
coffee with the guests if they would like to
order any dessert, tea or coffee
• Preset the suitable chinaware and

utensils on the table before bring in
the order
• Double check the food orders at the

kitchen, make sure all the items are
correct.
• Bring the orders to the guest with

smile and eye contact
• Serve lady’s order first from the left

and host’s at last
• Signal to guest that you are aware of

Billing their request for the bill
• Ensure that the right bill is printed

and the total amount is correct, with
staff signature on the top left corner
before present the bill to the guest
• Place the bill into the bill folder
• Approach guest and present the bill

by opening the bill folder in front of the
guest and say thank you at the same
time
Payment by Cash
• Check the amount of cash received

from guest
• Write the amount received on the top

right hand corner of the bill
• Place bill and cash on folder and

pass it to the person in charge on duty
for processing
• Check the amount for cash returned

by the person in charge and place it in
the bill folder on the top of the guest
receipt
• Return the change back to the guest,

say “thank you very much” and
excuse yourself from the table
Payment by Credit Card
• Accept credit card from guest with

both hands
• Check for expiry date then swipe the

credit card through the credit card
machine. Key in the correct amount
and obtain the credit card voucher
form the machine
• Swipe the credit card though the

POS to obtain the credit card number
for closing reference
• Double check the total amount and

card number on the voucher match bill
total and guest’s credit card
• Approach guest, open up bill folder

and offer your pen to the guest for
signature on the credit voucher and
guest bill
• Verify signature with the back of the

credit card
• Hand the customer copy and a copy

of the bill with the credit card back to
the guest with both hands
Room Charge
• Verify the guest name and room

number in the Fidelio Opera POS.
• If both guest name and room number

are correct, process to closing check
• If the guest name and room number

does not match with what POS
indicate, check with Front Office to
verify guest’s identity and signature
Farewell guest • Be alert when guest shows signs

that they are ready to leave the
restaurant, e.g. when they started the
collecting their belongings
• Pull the chair back for guests when

they are ready to stand up
• Say. “Thank you very much”
• Take a quick glance to check if

guests have left anything behind
• Walk with guests to the restaurant

entrance and say, “Thank you,
goodbye.” Or “Thank you, see you
next time”
Responsible: Restaurant Manager, Asst. Rest Manager Closing Procedure
DAY CLEANİNG DUTİES

• Polish & Refill Oil and Vinegar Container
• Wash & Refill Toothpick Holder
Monday • Clean & Refill Sauce Bottles
• Clean & Refill Salt & Pepper Shaker
• Deep Clean Chairs and Tables
Tuesday • Clean and Polish Wine buckets and stands
• Deep clean the service stations
• Clean & Refill Sauce Bottles
• Clean Tray Stand
• Clean silver utensils with special solutions

WEDNESDAY
• Change All Sideboard Drawer Clothes
• Clean Stainless Steel any area if exist
• Clean All Movable Sideboard
Thursday • Clean & Refill Salt & Pepper Shaker
• Clean All Side Board & Sugar Container Located in The Sideboard
• Deep Clean Chairs and Tables

Friday
• Polish & Refill Oil and Vinegar Container
• Clean and Polish Wine buckets and stands

Responsible: Supervisor Cleaning Schedules
Housekeeping Checklist
Task Procedure
Ensure the cleaningness of all • Using the Housekeeping Checklist to inspect

equipment and work area
all the equipment and area to make sure they
are all in good condition
• If special attention is needed, call

Housekeeping Department for immediate
follow up action and report to Manager on duty
Housekeeping Checklist • Ensure all the drains beside window are

cleaned.
• Display counter are cleaned daily.
• Ensure the bottom of the Micros machines is

cleaned weekly.
• Check tables and chairs if they are in good

condition
• Ensure Housekeeping clean the draught

above the service bar
• Ensure the marble and wooden floor by the

entrance is cleaned and no stain/mark stay.
• Ensure that the glass covers of the floor light

are cleaned.
• Prepare the chair for housekeeping to clean

on every Sunday night (After Shift).
Responsible: All Staff Table Set-Up
Lunch/Dinner
Period The
numbers of
water glasses
are placed on the
table according
to the table
reserved for how
many persons.
Show plate and
folded napkin.
Utensils for
appitizer and the PICTURE WILL BE UPDATED
entree. BB plate.
Candle, flower
vase and salt-
pepper.
Closed Period Sample Pictures will be available later

Clean Runner,
show plate,
folded napkin
and Water
Glasses... or
nothing
Responsible: Restaurant Manager Inventory
INVENTORY
Equipment
1. Chinaware
CODE ITEM UNIT PAR STOCK LEVEL
DESCRİPTİON

INVENTORY
2. GLASSWARE
DESCRİPTİON
INVENTORY
3. SILVERWARE & HOLLOWWARE

DESCRİPTİON
LİNEN
DESCRİPTİON

Breakage Report
AREA: MONTH:
D C ITEMS Q R RECORDED BY
A O U E
T D A A
E E N S
T O
İ N
T
Y
Verified by:

Responsible: Supervisor Cashier Overage&Shortage Procedure
Cashier Overage & Shortage Procedure
TASK PROCUDURE
Overage found in the cash If overage is found, double check all the bills and re-count cash
float generated in the shift
Do not keep any overage in the outlet
Cash float envelope need to be filled out properly including

overage/shortage column
Put cash overage and total cash sales together in the cash
float envelope and drop the envelop in the safe following cash
drop procedure
Report all overage to Manager on duty
Shortage found in the cash If shortage is found, double check all the bills and re-count
float cash generated in the shift again
Cash float envelope need to be filled out properly including

shortage column.
Report all shortage to Manager on duty

Skills and Knowledge
Department: : Restaurant Skills and Knowledge SOP 5.1.1
Responsible: Supervisor Training – New Staff Training Program
Training – New Staff Training Program (WAITER/WAITRESS)
First/Second Week Program
Trainer:
Trainer Trainee
Duration Date Categories Initial Initial
Queen Palace Cultere
( mission, vision, 7 Guiding Principals)
Organization Chart
Restaurant Rules & Regulations
Late & Sick Leave Penalty
Overtime and Holiday Compensation
Request Holiday & Annual Leave
Change Schedule with Colleagues & Penalty
Daily Briefing Log Book

Service Etiquette (7 Guiding Principles)
Smile
Energy
Recognation
Voice
Information
Clean
Everyone
Responsible: Department Manager Training – New Staff Training Program
Service Etiquette
Pay attention body Language
Be patient
Greeting the guest (By name if possible)
Never say "NO" to the guest
Grooming
Uniform, shoes, hair style
Watch, bracelet, earrings, sock and make-up
Glasses, accessories, name tag
Fingernails
Personel Hygiene
Queen Palace Food Safety and Hygiene Policy
Floor Plan
Smoking & non smoking area and reason
Fire extinguisher location and fire drill procedure

Restaurant Information
Price & Time Dinner Ala carte menu
Credit card and membership card's promotion if exist
Supervisor and waitstaff meeting

Back Pantry Duties
Inventory
Stocking
Stock ordering procedure
Handling linen
Keep pantry and back area clean and tid
Remark and Suggestions:
Evaluation (by department head)
Punctuality 1 2 3 4 5
Quality of Work 1 2 3 4 5
Taking initiative 1 2 3 4 5
Comprehension 1 2 3 4 5
Work effectiveness 1 2 3 4 5
(1 - inadequate performance, 5 - Outstanding performance)
Department Head signature:

Third/ Fourth Week Program
Trainer:
Trainer Trainee
Duration Date Catagories Initial Initial
Lunch/Dinner Shift Opening Duty
Sign in upon arrival to duty
Attend daily briefing
Check and Refill service station
Follow up with all the special arrangement
Seting up the tables in Queen palace standarts

Lunch/ Dinner Shift Closing Duty
Set up all the table for next day operation
Check and Refill service station
Sign out upon departure of duty
Basic Service Standarts& Dinner Menu
Micros System

Fifth/ Sixth Week Program
Trainer:
Trainer Trainee
Queen Palace Culture
Micros System Inputting
Basic Service Standards & Lunch/Dinner Menu
Revision, Practice & Evaluation
Remark and Suggestions :

Responsible: Outlet Manager Training – New Staff Training Program
Training – New Staff Training Program (Hostess)

First Week Program
Trainer:
Trainer Trainee
Grooming Standarts
Organization Chart
Restaurant Rules& Regulations
Late & Sick Leave Penalty
Overtime and Holiday Compensation
Request Holiday & Annual Leave
Change Schedule with Colleagues & Penalty
Daily Briefing Log Book

Service Etiquette (7 Guiding Principles)
Smile
Energy
Recognation
Voice
Information
Clean
Everyone

First Week Program
Trainer:
Trainer Trainee
Restaurant Information
Staff
Working Station
Any Promotion
Floor Plan
Telephone Etiquette
Check Supervisor Log Book

First Week Program
Trainer:
Trainer Trainee
Telephone Operation
Log ON / OFF telephone
Transfer call
Hold call
Retrieve miss call

Procedure of handling reservation
Sequence of Service
On day and future reservation
Telephone and walk-in reservation
Hotel guest reservation
Obtaining guest information, i.e. Date, Time,

Reservation Name, No. of party, Contact Phone
No., etc.
"Table Management System" operation


Training – New Staff Training Program (Hostess)
Second Week Program
Trainer:
Trainer Trainee
Assigning table for confirmed reservation
Procedure of handling special reservation
Reservation for Sales Person (for Entertainment

with guest)
Reservation for Meeting or Inculusive Room

Package
Deposit Procedure (Deposit is required for

reservation 10 or more person if exist)
Procedure of handling VIP reservation
How to handle informative phone call
Inquiries
Complaint
Re-confirming reservation
Cake Ordering
Procedure of gift certificate order
Knowledge of Micros system
Check and reply email

Responsible: Training – Hotel Training Program
Training Classes List
COURSE LEVEL
III IV V
Orientation M M M
Queen Palace Genuien Care M M M
HACCP /SFSMS Standarts M M M
Fire Safety Refresher Course * M M M
Security Refresher Course * M M M
HACCP Revision Class * M M M
Trainers Skill R R R
Performance Management R R R
Foundation Leadership Skill R R R
Remarks:
1. Courses marked with an asterisk (*) are held every six months
2. M = Mandatory
3. R = Recommended
Department: : Restaurant Skills and Knowledge SOP 5.2

Responsible: All Staff Telephone Etiquette
TELEPHONE ETIQUETTE
YOU NEED TO DO AS FOLLOWS
Be effective • Answer call within 3 rings.
Answer call with smile • Guest can hear your expression on the other end. Talking
with a smile can bring out your pleasure voice.
Use guest’s surname (if known) • Check telephone screen to see if the caller is our hotel
guest and greet by his/her name.
• If it is an outside call, ask the caller for their name and
continue the conversation using the guest’s name.
Use standard greetings • Answer all calls with standard greeting.

• Greeting (Good morning/ afternoon/ evening), Your
Department, Your Name, Guest’s surname.
• Example: Good morning, Restaurant, this is Ali. How
may I assıst you Mr. Smith?
Repeat request or order back to the guest • Example: Let me repeat your order Mr. Smith. I have
reserved a non-smoking table for you for 4 people on
Wednesday, 8th of August at 7:30p.m. under the name of
Mr. Smith J.
Allow guest to reply every time • Allow guest to confirm if the order is correct or if he or she
would like any additional items.
Be patient and helpful • Listen attentively to what the guest enquiring or ordering.
Do not interrupt the guest. Provide guest with appropriate
assistance and suggestion.
• Always say “Is there anything else I can do for you today,
(guest name)?” after reconfirming the order.
Give estimate delivery time • After confirming the order is correct, give the guest
estimate delivery time for the order.
Ending the call • “Thank you for calling Mr. Smith, have a good day/
evening!”

Responsible: All Staff Telephone Etiquette
YOU NEVER DO AS FOLLOWS
Lack of energy • We should show our sincerity in each call. Lack of

energy or intimidating attitude will come through your
voice.
Speak too fast • Often time we received comments from the guests
saying that “The staff spoke so fast that I could not
hear what they said.”. Speaking too fast could occur
to guest that we are rushing them and we are
impatient with them, and they could not hear clearly
what we say as well. So speaking in a proper pace
and tone is very important.
Hurried manner • Do not rush the guest by answering before the guest
finish speaking.
Eat or drink during the call • Eating or drinking while talking to another person is
very rude.
Hold a call for long time • If you have to put the guest on hold, please inform
without informing the the caller what is happening. If the guest doesn’t want
caller to wait, suggest calling him/ her back in a stated
period.
• If you are unable to call back within the stated
period, it is necessary to inform the guest that
information is not ready. Do not ignore the guest and
keep them waiting.
Hang up phone before the • Never hang up phone before the guest does! Put
guest does receiver back to the phone unit gently. Remember,
the guest can hear your every move!

Responsible: All Staff Handling Guests Complaints
Last Updated: April, 2018 Page: 1of 2
HANDLING GUESTS COMPLAINTS
Steps Remarks
LISTEN
• Listen carefully • Concentrate and maintain eye
contact with the guest
• Do not interrupt when the
guest is talking • I can understand how frustrating it
• Respond to what the guest is can be …..
telling you, it shows the guest
that you are listening to them. • I know you are worried about …..
• Positive body language
• Try to put yourself on the same
level as the guest
• Show understanding
APOLOGIZE
• Answer sincerely. • Please accept my apologies.
• I’m sorry about the..
• Apologize to all guest complains. • I do apologize…
• It has happened several time already
• Avoid to accept liability before • I have already informed
investigation management, but no follow-up actions
were taken
FIX THE PROBLEM

• Act on the issue right away • Do not pass the guest around to
• Prioritize the complaint, show that you other departments
are moving quickly to fix the problem
• Own the problem, provide one-stop- • Identify guest’s need and concern;
shop service make sure the alternatives and
• Give approximate time to the guest compensation provided are attending
as to how long it will be until they get a to guest’s concern
replacement
• Provide relevant alternatives to the
guest.
• Ensure that the guest is happy with
the solution
• Give approximate time to the guest as
to how long it will be until they get a
replacement

Responsible: All Staff Handling Guests Complaints
DELIGHT THE GUEST

• Remember “money” is the answering
for everything!
• Anticipate guest needs. Achieve the
extra mile by providing attentive
service before the guest asks.
• Make sure compliment is addressed
to guest need.
• Exceed expectations by addressing
the issue sooner than the guest
expected – if possible.
• If applicable, offer complimentary
drinks – with you get permission from
the Supervisor or a member of
management
FOLLOW UP
• Follow up on the complaint • How is your meal?
• If the situation is not finished before
the quoted time you gave to the guest, • I hope everything is to your liking
keep the guest informed on the
situation • How is your ……?
• Check back on guests after a few
minutes to ensure satisfaction & that • Can I get you anything else instead
the guest is delighted of …?

Responsible: All Staff Up-selling Program
UPSELLING PROGRAM Objectives
• To maximize the F&B revenues in all outlets by encouraging F&B associates to make use of every opportunity to up-sell
• To maintain and of the F&B associates to perform up-selling techniques reinforce the motivation
Incentive program
1. Instant and individualized rewards
• Fixed amount of money reward for every single “target item” sold (e.g. $2@, depends on the item’s price)
• Each outlet has to select a number of “target items” for the associates to focus on (should be of low cost with high
profit margin; or slow moving items with high yields)
• Individual associates’ performances will be recorded and checked daily by Supervisor/ Service Managers with
reference to the daily infrasys report. The results will be verified by Outlet Managers weekly. These reports should
be submitted to the Accounts Department at the end of the month. Staff will then be rewarded the incentives at the
end of each month.
2. Team rewards
• Individual outlets will set their own targets (monthly forecast as the benchmark) with the approval of Director of F&B,
based on their existing capacities and business opportunities (e.g. some will focus on beverage sales, some will
focus on food sales)
• When the revenues meet or exceed the target, the whole team (outlet) will be rewarded on a fixed amount of
incentive (refer to the “Team Achievements” list).
• Outlet Managers must ensure the total revenues do not decline (only focusing on the “targeted or rewardable”
areas). For example, if an outlet has a target on increasing the beverage sales, they cannot sacrifice the food sales
and putting all the efforts on beverage upsell only. Outlet Managers need to ensure that the food sales are also
maintained, with an improvement on both food and beverage revenue.
Reinforcement / Monitoring System

• Micros daily reports
• Monthly reports
• Sales Corner
• Departmental reinforcement through training and daily briefing
• Individual coaching by Divisional Trainer
• Monthly progress review in F&B Management Meeting
• Monthly target setting
• Put “up-selling skills” or “reinforcement of up-selling program” as an evaluation criterion of PDR for all levels of F&B associates
– modification of Job Descriptions

Responsible: All Staff Basic Service Standard
BASIC SERVICE STANDARD

STANDARD PROCEDURE
• Phone call must be answered within 3 rings
• Answer in hotel standard greeting
• Answer call with a smile and a pleasant voice
• Do not rush or interrupt the guest
Answering • Always repeat guest’s request or order
• Always say “Thank you very much” & “ Goodbye” when ending the
Telephone call
• Never hang up the phone before the guest does
• Keep the number of setting same as the number of guests.

• Do not leave the unnecessary setting on the table
• Remove and handle extra wine glasses by the stem
Removal of extra
setting
• Ashtray will be changed when one cigarette butt in it • Reach from
the right hand side of the guest
• Place the clean ashtray on top of the soiled ashtray for neatness
• Bring both ashtrays on the tray, then put the clean one back on the
Replacing ashtray table for replenishment
• Never reach across the guest
• Place proper wine glass on table for each guest

• Check the label and vintage of the wine to ensure it is as ordered
• Show the label to the host to verify the order
• Remove foil by using knife of the corkscrew
• Cut just under the second lip at the neck of the bottle • Put foil in your
pocket
Opening Wine • Wipe the lip and top of the bottle with service towel
Bottle • Insert the corkscrew into the center of the cork and turn clockwise,
pushing gently
• Anchor the lever on the rim of the bottle
• Cover the anchor level with one hand
• Use your other hand to pull the lever up, pulling the cork out
• Pull the cork up until it is almost out of the bottle, then grasped the
cork with your thumb and forefinger and slowly eases it out of the bottle
• Do not put the bottle on the table during the opening procedure •
Wipe out the inner lip of the bottle
• Set the cork to the host’s right

• Pull small amount of wine in host’s glass for tasting,

remember to service wine from guest’s right hand side • If
the wine is accepted by the host, start then pouring for the
guest
Serving Bottle Wine • Serve ladies first then gentlemen in clockwise direction,
ending with the host
• Remember to serve from guests’ right and keep wine label
facing the guest while pouring the wine
• For white wine, offer to keep the wine in ice-bucket and
place it beside the table
• When the bottle is finish, ask the host if he would like to
order another bottle, then remove the ice bucket
• Do not turn the empty wine bottle upside down in the ice
bucket
• Check all the necessary equipment and condiment (milk,

sugar, pot of hot water, pot of tea, strainer and strainer
holder, tea cup, saucer, tea spoon, lemon and napkin) are
ready before present to the guest.
• Serve tea from guest’s right hand side
• Announce what kind of tea you are going to serve, “Mr.
Tea Service Smith, this is your Earl Grey tea.”
• Place tea cup set in front of the guest.
• Pour the first cup of tea with strainer for the guest
• Place the tea pot at the upper right corner of the setting
• Place the strainer on the strainer holder
• Whenever a guest has left his/her seat when you come

with his/her meal:
o Return the order to the kitchen
o Replace the used napkin with a clean one and
Serving a guest whom has place it on the side of his/her setting
o Be observant of the table and watch for the
left his/her seat guest’s return
• When the guest returns:

o Bring the meal out and serve the guest
according to the service procedures
o Make sure the food is kept at the proper
temperature until the guest returns.

When all guests are finished or as they indicate
• Clear the plates from the right

• Clear lady first, host at last
• Never reach across the guest
Clearing Table • Remove all side plates, silverware and
condiments
• Clear all empty glasses from the right onto a
tray
• After taking the dessert and coffee/tea order,
ask the guests if they still want to keep the
unfinished beverage. If they don’t, clear their
glasses before serving dessert and coffee.
• Bill are always provided in bill folders with

Queen Palace logo pen (bill folders with
advertising cannot be used, ex., VISA, AM-EX)
• Bills produced by the POS slip dockets are
perfectly acceptable to be used as guest checks
Presenting Bill but must be in duplicate
• It is important to know all the hotel
advertisement and recognition card that is
enclosed in the bill folder in order to promote and
explain to guest for all programmes
• When bringing the change back to the guest,
say “Here is your change Mr. Smith.”
• Before living the table, say “Thank you very
much Mr. Smith”
• NEVER wait for tips
Lunch & Dinner

• Once coffee/tea is served, bill to be prepared
and kept on side stand, ready to be presented
immediately
• Guest should never have to wait for more than
TWO MINUTES for bill

Responsible: All Staff Non-Negotiables
Non-Negotiables
1. To have clean and well kept menus and wine lists.
2. Clean and hole free, fray free table linen.
3. Spotless restaurant and kitchens.
4. Superb grooming standards, to be checked every day, front of house and back.
5. An interesting selection of Teas, Coffees and Cocktails in all restaurants.
6. Newspapers to be available for single diners in all outlets and to be offered.
7. Staff to be quizzed everyday at pre-service on product.
8. Training to be based on product AND tabulated reccurring defects.
9. Room service orders to be given priority.
10. Local dishes must be authentic and served at a value driven price.
11. Children’s menus should offer healthy alternatives to standard fare.
12. Every guest should be welcomed, communicated with and thanked for their business with sincerity,
using guests name where known.
13. Hot food served piping hot (on hot plates in a la carte).
14. Fruit salad should not contain sugar syrup.
15. Dishes should be prepared fresh.
16. Use local products where you can in a creative manner.
17. Never use dried flowers or Styrofoam for props.
18. Use fresh herbs when available.
19. A la carte juice menu should have freshly made juices indicated and always available.
General Guidance
Department: : Restaurant General Guidance SOP 6.1
Responsible: All Staff Foodborne Illness Structure
QUEEN PALACE FOOD SAFETY MANAGEMENT SYSTEM FOOD

& BEVERAGE GUIDELINES (HACCP)
TITLE: Foodborne Illness – Reimbursement for Food Related Incident/ Flow Chart for Reimbursement for Food Related
Incident
REFERENCE NO: HACCP Guidelines

PREPARED BY: DATE:
APPROVED BY: DATE:
Deliver with Guest Claim for Reimbursement for Food Related Incident
S. 1. 0 Mail or Telephone/ PABX
• All mails received should be forwarded to the Food and Beverage Director/ Manager for verification.
• All telephone calls should be forwarded to the Food and Beverage Director/ Manager.
S.2.0/ S.3. 0 Food and Beverage Director/ Manager
• Food and Beverage Director/ Manager should contact guest to acknowledge receipt of the claim. If
there is no record of the claim, then refer back to diagram 001 and begin at process
S.3. 0 S. 4. 0 Claim
• Food and Beverage Director/ Manager to send claim and consult with Financial Controller.
S.5. 0 Insurance Agents
• Financial Controller will liaise as appropriate with insurance agents.
S.6. 0 Documentation
• Insurance Agents to send documentation back to Financial Controller.
S.7. 0 Approved
• Financial Controller to approve and send to guest findings of case.

Department: : Restaurant General Guidance SOP 6.2.1
Responsible: All Staff Procedure for Reporting Injury – Guest Injury
PROCEDURES FOR GUEST INJURY

Operating Polices
Subject: Department: Section:
Procedures For Guest Injury
Standard:
To assist the guest in the most effective manner to ensure their comfort and safety is maintained and Emergency of First Aid
is co-ordinated as quickly as possible.
Procedure:
1. Staff to inform outlet manager of the incident immediately.
2. Assistant Manager is to go to the scene of the accident immediately and inform Security of the incident.
3. Assistant Manager is to assess the incident and if First Aid is required to deliver and administer this with the
assistance of Security.
4. If guest requires hospitalization an ambulance is to be called by the Assistant Manager through Hotel Operator or
alternatively a hotel vehicle may be utilized if the situation allows. Guest Relation Officer is to escort the guest to the hospital
if required.
5. If the hospital requires monetary payment to enable admittance, the Assistant Manager can authorize the funds
against the client’s credit card pending the necessary approval code being obtained. If any difficulties, contact Credit Manager,
or Front Office Manager for approval to assist with payment.
6. Guest Relation staff will follow up with a courtesy call to the guest the following day either at the hospital, or if the
guest has returned, at the Hotel.
7. Fruits/ flowers may be sent to the guest at the discretion of the Assistant Manager, Guest Relation Manager.
8. If injury is severe the ambulance services are to be contacted immediately, on arrival at the Hotel, the ambulance
personnel are to be escorted to the scene of the accident by Security, and assisted as necessary.
9. An incident report is to be logged in the Assistant Manager and Security log book for record purpose.
10. At all times the Hotel staff are to show empathy towards the client.
Date: Supersedes issue of: Issued by: Approved by: Page:

Responsible: All Staff Procedure for Reporting Injury – Guest Injury
QUEEN PALACE HOTEL INCIDENT REPORT

O.B. No: Date :
Type of Incident:
Injury Sickness Accident Loss Damage
Time and Location:
Name (Guest/ Staff) :
Room No./ Position:
Company/ Dept. :
Telephone No:
PP/ HKID/ SID:
Nationality/ DOJ:
Check In:
Check Out:
Occurrence:
Any Insurance Cover/ Policy No. :
Action Taken :
c.c. Manager Shift :
Shift I/C
Responsible: All Staff Procedure for Reporting Injury – Staff Injury
PROCEDURES FOR STAFF INJURY

Operating Polices
Subject: Department: Section:
Procedures For Staff Injury
Standard:
To assist the staff in the most effective manner to ensure their comfort and safety is maintained and Emergency of First Aid is
co-ordinated as quickly as possible.
Procedure:
1. Staff to inform outlet manager of the incident immediately.
2. Assistant Manager is to go to the scene of the accident immediately and inform Security of the
incident.
3. If the incident was informed to Security, the Assistant Manager is to inform by Security.
4. Assistant Manager is to assess the incident and if First Aid is required to deliver and administer this
with the assistance of Security.
5. During the office hour, the injured staff will be sent to House Doctor at doctor office for medical
treatment by the colleague of his department.
6. If injury is severe, the ambulance service are to be contacted immediately, on arrival at the Hotel the
ambulance personnel are to be escorted to the scene of the incident by the Security or the colleague of his
department and assisted as necessary.
7. An incident report is to be logged in the Security Occurrence Book for record purpose.
8. The Injury Report is to submit to Human Resources Department by the concerned department within
24 hours.
Date: Supersedes issue of: Issued by: Approved by: Page:

Responsible: All Staff Procedure for Reporting Injury – Staff Injury
QUEEN PALACE HOTEL INCIDENT REPORT

O.B. No: Date:
Type of Incident:
Injury Sickness Accident Loss Damage
Time and Location:
Name (Guest/ Staff) :
Room No./ Position :
Company/ Dept. :
Telephone No. :
PP/ HKID/ SID :
Nationality/ DOJ :
Check In :
Check Out :
Occurrence :
Any Insurance Cover/ Policy No. :
Action Taken :
c.c. Manager Shift :
Shift I/C
Responsible: Supervisor, Server Lost and Found Procedures
LOST AND FOUND PROCEDURES

Purpose :To provide a guideline of procedures for all security staff in investigation of incident involving guest’s lost articles.
Operational Procedures: Whenever a guest reports the loss of any personal articles, the Security Department must be
notified at once to carry out a formal investigation and provide a thorough report:
1. Security in charge of the shift should be notified immediately.
2. Security in charge should notify the Assistant Manager on duty.
3. If incident involves a guest room, the Floor Supervisor must be notified also.
4. Confirm the exact location of the incident/ room number.
5. Compile all relevant information regarding the guest and that incident by completing the SECURITY
DEPARTMENT INVESTIGATION REPORT.
6. Enquire from the guest whether he/ she desires to file a police report. If so, to assist guest in contacting the police.
7. With the Assistant Manager, proceed to the location of the incident to carry out investigation.
8. If guest room in involved, the Assistant Manager and Floor Supervisor should proceed to the room for investigation.
Ascertain if there is damage to the door lock and any signs of forcible entry.
9. With the permission of the guest, a search to the room as well as the luggage should be carried out.
10. A search to the pantry service and vicinity area should be carried out.
11. Complete the investigation report in full.
12. Identify the service staff of the guest room involved and in the presence of the Floor Supervisor, Assistant
Manager, or Human Resources Department and search the locker of the relevant employee.
13. Take a statement from the relevant staff.
I. To the best knowledge of the staff, a description of the incident.
II. Was the staff involved in the incident.
III. Was the staff away from the hotel at any time with or without permission to contact friends/ relatives
during their shift.
IV. When was the last time the staff was in the room. When did he enter and when did he leave.
V. Enquire from the staff if he/ she has suppressed any information or reluctant to render assistance in
the investigation.
VI. Observe action and reaction of the staff during questioning.
14. All questioning of the staff should be done in the Security Office in order to maintain confidentiality.
15. Check on the past record if any of the staff involved.
16. Security in charge should finalize the report and submit to the Security Manager within his shift.
17. It should NOT be assured the employee is “GUILTY”, any investigation must be carried out in a fair and even
mannered way. If the employee requires a colleague/ department supervisor to be present this should be arranged.
Procedures for the Security Manager
1. Review the full report and all statements of the respective case.
2. Report to General Manager/ Manager to evaluate the case.
3. Provide the facts and recommendation to the General Manager/ Manager regarding the case, the guest and staff
involved.
4. File all documentation for future reference. STANDARD
1. All items found in guest room, public areas, F&B outlets should be forwarded to Housekeeping Office for proper
handling and custody as soon as possible. Under no circumstance should found items be kept with outlets or any
other departments.
2. If for some reasons the found item(s) cannot be brought to the Housekeeping Department Office, the
Housekeeping Co-ordinator should be informed by telephone immediately. (in case the guest call for enquiry)
3. All Lost and Found items must be recorded appropriately and witnessed by Executive Housekeeper, Assistant
Executive Housekeeper or Assistant Housekeeper.
4. All items will be stored in Lost and Found room under lock and key immediately on being handed over to the
Housekeeping Co-ordinator.
5. For valuable or identifiable items i.e. cash, watches, jewellery, passport, driving license, identity cards and credit
cards etc. The Housekeeping Co-ordinator will inform the Front Office Assistant Manager and Security Department
duty shift in-charge immediately and the Assistant Manager and Security Shift I/C should proceed to Housekeeping
Department Office to check the items to see whether any method to contact the guest. If so, the Assistant Manager
is to contact the guest and arrange the property claiming.
6. The items will be kept inside the Executive Housekeeper safe provided the code of which only known by the
Executive Housekeeper, Assistant Executive Housekeeper and Assistant Housekeeper.
7. For items found in the Hotel back of house areas, i.e staff locker rooms, offices and Ho Mei, the Housekeeping
Co-ordinator should inform Human Resources Department and a notice to be posted on the notice board by Human
Resources Department for staff to claim their lost item from Housekeeping Department.
PROCEDURES Lost & Found Standard Items:
1. All articles left behind by guest in ISL are to be considered as “Lost & Found” (even if a tooth brush, reading
material etc).
2. Finder will bring the item to Housekeeping Department as soon as possible.
3. Finder will fill in a Lost and Found slip describing in full:
􀂗Slip record number (follow last number entered in log e.g. 031/2/91 indicating record number/month/year).
 􀂗Date found
􀂗Location found
􀂗Guest’s name – if found in room
􀂗Name of finder
􀂗Description of article
􀂗Location where article(s) is/ are stored

4. Housekeeping Coordinator will record in Lost and Found log book the following information:
  􀂗Serial no. 􀂗Date found 􀂗Finder’s name
􀂗Description of item
􀂗Storage code (shelf no.)
􀂗Guest’s name (if item is found in room)
5. Item will be handed in to Executive Housekeeper/ Assistant Housekeeper for safe keeping.
6. This L&F log is at all times to be kept with Housekeeping Department.
7. Items will be sent to Lost & Found room for safe keeping by Housekeeping coordinator.
8. Lost and Found room key is to be issued only to Housekeeping Coordinator by Executive Housekeeper/ Assistant Housekeeper.
Lost & Found Valuable Items
1. For valuables and identifiable i.e. jewellery, camera, cash, watch, traveler cheque, passport, identity cards, driving license, credit
cards etc. Finder has to call and advise the Housekeeping Office immediately to report on such discovery. The Housekeeping
Coordinator will inform the Front Office Assistant Manager immediately, in case the guest calls about the items.
2. Finder will fill in a Lost and Found slip describing in full:
􀂗Slip record number (follow last number entered in log e.g. 031/2/91 indicating record number/month year)
􀂗Date found
􀂗Guest’s name – if found in room
􀂗Name of finder
􀂗Description of article
􀂗Location where article(s) is/are stored
3. Housekeeping Coordinator will record in Lost and Found log book the following information:
􀂗Serial no. 􀂗Date found
􀂗Finder’s name
􀂗Description of item
􀂗Storage code (shelf no.)
􀂗Guest’s name (if item is found in room)
4. Executive/ Assistant Housekeeper will record item again in a “Valuable Lost and Found” log book which is kept in the Executive
Housekeeper’s office.
Claims
1. Any claim of Lost and Found should be directed to Housekeeping Department. The following information should
be checked before item is released.
  􀂗Description of article(s)
􀂗Date and location lost
􀂗Is the claimant the owner, if not, authorization from the owner is needed and the claimant’s identification
i.e. name, company, I.D. card etc
2. After checking all information is correct, Lost and Found item is released to claimant. Claimant is asked to check
if contents are correct, then sign on the receipt (the Lost and Found slip that is attached to the lost item).
3. All signed receipts are to be returned to Housekeeping Department for filing and kept for future reference.
4. If enquiry of Lost and Found is by mail, Executive Housekeeper will answer guest’s query. If item was found,
Executive Housekeeper will write to guest stating items have been located and ask for reimbursement if postage fee
is more than ????. If the reimbursement is not forthcoming, it will not be pursued in order to maintain a good
relationship between guest and the hotel.
5. For unclaimed Lost and Found items, it is the Executive Housekeeper’s responsibility to decide how to dispose of
items after 3 months.
6. For identifiable items i.e. passport, driving license, identity cards etc, that are unclaimed after 24 hours, the items
should be passed to Security Department to hand to Central Police Station for further handling.
7. For credit cards that are unclaimed after 24 hours, the items should be handed to Credit Manager who will contact
the card centre for further action. N.B. Articles found in F&B outlets and Health Club, it is suggested that each area
keeps their own record of Lost and Found and the found article, is to be passed to Housekeeping Department “Lost
and Found” section for safe keeping on the same day. Should the claimant make enquiry directly to the area
concerned instead of Lost and Found Department, the staff should furnish the answer promptly, and advise the guest
to contact Housekeeping for further details.
Restaurant
PICTURES WILL BE UPDATED

SOP
SOP Title: How to offer and serve tea or coffee?
Department: Food & Beverage Division- F & B SOP Owner:

(Designation) RESTAURANT MANAGER
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)
 After ordering dessert, ask guests if they would like to have coffee or tea.  To stress on product
Up-sell on after dinner drinks to go with the coffee / tea at the same time knowledge: types of
 Take the order and repeat it to ensure that it is correct coffee / tea available and
 Prepare the mice-en-place to go with the beverages according to the terms for the different
guest requests types. (e.g. chamomile
- Sugar (white / brown / sweetener) tea, mint tea etc. and
espresso, cappuccino,
- Hot or cold milk, cream
etc.)
- Accompaniments like cookies / lemon slices  Involve the trainees in
 Place coffee / tea on a tray, with the saucer and teaspoon pointing 4 role plays about tone of
o’clock by the side of the cup. If more than 1 cup of coffee / tea is voice
ordered, stack the saucers one on top of another
 Emphasize on need for
 Check beverages against the order to ensure that they are correct consistency
 Walk towards guests' table and serve beverage. To serve, place the cup  Stress on the needs to
on the saucer with the handle at a 4 o'clock position. Position the teaspoon check orders
on the saucer, next to the cup, parallel to the handle of the cup at a 4  Show trainee the
o'clock position. Serve ladies first, followed by the gentlemen from the
positioning of the
right side of the guest teaspoon and cup on the
 Say to guest, “Enjoy your coffee / tea” and leave the table discreetly saucer.
 The above is not applicable to breakfast service in any of the outlets  Always smile when
serving
SOP Title: How to prepare the tea?
Department: Food & Beverage Division F&B SOP Owner:

this SOP:
Related Documents:
Procedure Remarks
 Check the pot and ensure it is clean inside and outside before usage.  Emphasize on the need to
 Use the pot allocated for tea only. check pots before service
 Add required amount of loose tea leaves as applicable for the pot due to starts.
different sizes. (e.g. Jasmine Tea, Earl Grey Tea, etc)  Explain how tainting
 Add hot water to the leaves could affect taste of milk.
 Wipe the outside of the pot to ensure no overflowing of tea spilled.  Stress on the fact that
 The tea is ready to be served. using more loose tea
 Get ready petit fours trolley to offer guest some accompaniments while leaves will not make the
serving tea. final product better.
 Explain why they should
use a damp cloth rather
than using a dry one.
 Discuss on importance of
having clean equipment
and working environment.
SOP Title: How to present & serve draught & bottled beer?

this SOP:
Related Documents:
Procedure Remarks
 Collect a clean round beverage tray from the bar, place the glass of
draught beer or bottle of beer on the tray. Place coaster on tray (Linen  Hands are clean & dry.
and Paper are used). Ensure the bottle is clean and chilled. Check the
neck of the bottle is clean and not damaged.  Use a tray mat if
applicable
 Beer matches order.
 Approach the table & present the draught & bottled beer.
 Chilled, clean & correct
Use the phrase ‘Excuse me Sir/Madam, your beer’. Present the beer glassware is used.
using the name of the beer. Serve ladies first. Serve from the right side
where possible.
Place in front of the guest in the 2 o’clock position. Place coaster at the 2  Smile as you really mean
o’clock position. it
Place clean beer glass on coaster or on table.
Slowly pour beer onto the back surface of the glass. Ensure that the beer  A coaster is placed for all
bottle doesn’t touch the glass. Pour to beer to ¾ capacity of glass. non-linen surface.
BEER PRESENTED WİTH FOAM , NOT FLAT.

Place the beer bottle to the right of the beer glass ensuring the label  Ensure label of bottle is
faces the guest. facing the guest.
 Leave the table. Use the phrase ‘Please enjoy your beer’ with a smile as
you really mean it.
SOP Title: How to present and serve bottle of champagne?

this SOP:
Related Documents:
Procedure Remarks
 Use the required equipments(Champagne glasses, ice bucket,  Use clean, chip less and
napkins) chilled glasses.
 Pick up the correct champagne and vintage that, ordered by the  Make sure the label is in a
guest. good condition.
 Check to temperature and condition of the champagne bottle  Use coasters if there is no
before you present to the table. tablecloth.
 Place the glasses on the table.  Hold the glasses from
 Wipe out the wet bottle and laid down in your right hand and stem.
present the label to the host from the right hand side wherever  Do not disturb the guest.
possible. Inform the guest about their choice.  When the champagne is
 After approval from the guest, put back the bottle in a bucket, being served, respect to
remove the foil, unscrew the wire and remove it, twist the cork the age.
and release it.  Never allow the cork
 Pour into the host’s glass small amount of champagne and let make a loud popping
him/her to test it. noise.
 After approval from the guest, start to serve clockwise, first  Inform the guest about
ladies than rest of the table, host at last. vintage, year, taste and
 Keep the bottle always in the ice bucket. grape variety, when the
champagne was presented.
SOP Title: How to serve white and red wine by bottle?
Department: Food & Beverage Division- F & B SOP Owner: RESTAURANT MANAGER
(Designation)
this SOP:
Related Documents:
Procedure Remarks
 Use the required equipments (Matched glasses, ice bucket,  Use clean, chip less
napkins; for the red wine, baskets and BB plate.) glasses.
 Pick up the correct red or white wine and vintage that, ordered  Make sure the label is in a
by the guest. good condition.
 Check to temperature and condition of the wine bottle before  Hold the glasses from
you present to the table. stem.
 Place the glasses on the table.  Do not disturb the guest.
 Wipe out the wet white wine bottle and laid down in your right  When the wine is being
hand and present the label to the host from the right hand side served, respect to the age.
wherever possible. Inform the guest about their choice.  Never allow the cork make
 After approval from the guest, put back the bottle in a bucket or a loud popping noise.
in a basket, Place the wine bottle in your left hand holding by  Use the BB plate for the
the neck cork.
 In your right hand using the knife of your cork screwier remove  Inform the guest about
the foil of the wine wine maker, vintage, year,
 Open the corkscrew taste and grape variety,
 Place the tip of the corkscrew onto the middle surface of the when the wine was
cork presented.
 Apply an even amount of pressure, twisting the corkscrew in a
clockwise direction into the cork
 When the corkscrew is in the cork gently pull the cork out of the
bottle using the lever on the rim of the bottle
 The label of the wine is facing the guest
 Open the wine slowly & carefully ensuring the cork does not
break
 Pour into the host’s glass small amount of wine and let him/her
to test it.
 After approval from the guest, start to serve clockwise, first
ladies than rest of the table, host at last.
 Keep the white wine bottle always in the ice bucket. For the red
wine, keep it in a basket.
SOP Title: How to present ourselves in public area?

this SOP:
Related Documents:
Procedure Remarks
 We need to smile, stand up straight and place your hands behind you  Use of positive body
when standing language
 Our eyes always looking forward  Have a good body
 We need to be alert all time. posture
 We need to walk at normal walking pace with your arms by your side
and walk slowly & carefully, do not run
 Our uniform is in clean & well pressed & no missing buttons or Name  Keep up with Queen
tag Palace Grooming
 Shoes need to be well polished Standards
 Ladies: Hair is tied back with the correct tie
 Men: Cleanly shaved
 Finger nails must be clean & short
 Try to avoid sneezing in public areas
 We need to talk with a clear and friendly tone, we need to keep it to a
 Use of positive tone
minimal level
of voice all time
 No personal conversations amongst staff
 No shouting at any time in pantry area or back of house
 Avoid speaking Turkish in front of foreign guest
 Eating is not permitted in front of house areas as well as in the pantry
area
 If you feel thirsty, drinking water, is only allowed in the pantry area  Use the staff cafeteria
Eating in any back of the house area is not permitted for eating and
drinking in designated
time frame.
SOP Title: How to present the menu & wine list?

this SOP:
Related Documents:
Procedure Remarks
 To make sure all the menus are in a perfect condition no tears or  Menus should be checked
stains. by the hostess prior to the
 Hold the menus at your left hand up front of your chest. service.
 Maintain a positive body posture with a great smile and make  Keep the menus as far as
sure to have right distance within guest comfort. away from your body.
 Hold the menus with your right hand and the first page is open Menu should not be
hand it to the guest from the right side of the guest, where contacted with the body.
possible.  Do not leave the menus all
 Present the menus to the ladies first and leave the host to the around, place them back to
last. the selected area.
 The menus without price will be presented to the ladies.
 Wine lists will be presented to the host of the table.
SOP Title: How to give to recognition /face to a guest ?

Who needs to know Service Associates, Supervisors, Asst .Managers.
this SOP:
Related Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or other
illustrations)
 When employee welcome each guest by saying ‘’good Unsure to correct time ‘‘when
morning, good afternoon, good evening we say’’
 Recognition/face to guest important, Guests feels important  Ensure All Queen Palace
and warmly welcomed by the hotel, restaurant, bar employees
 We need to ensure smile as you really mean it, Maintain  Recognition/face to guest
good body posture speak clearly and friendly
voice
 The employees meet to Guest in front of the Reservation  Good afternoon/evening
Desk sir/madam
When the guest answer to you’’
good afternoon’’
We say’’ How a nice to see you
our restaurant/bar again’’
 Mr/Mrs XXX may I prepare
you XXX cocktail/XXX
 Acknowledge to guest ‘‘ dislike and like’’ (drinks)
 Check the guests name on their
credit card when singing for the
 We can find out a Guest name, fellow colleagues if they bill
know Guest name  For an in house guest check the
phone display to reveal the
room number as well as the
guest name
 ‘’I hope you enjoy your
morning/afternoon/evening/Mr
XXX’’
 ‘‘Lovely to see you again Mr

XXX enjoy your
/morning/afternoon/evening’’
SOP Title: How to repeat the order to ensure all information is correct?

this SOP:
Related Documents:
Procedure Remarks
 When you finished taking any orders from the guest, repeat the  To avoid wrong orders or
order back to the guest. misunderstandings, always
repeat the orders back to the
guest.
 Speak slowly, clearly and politely repeating the orders back to  Orders should be correct.
the guest.
SOP Title: How to serve a coffee?

this SOP:
Related Documents:
Procedure Remarks
 Select equipment, use correct round service tray, chinaware and  Ensure tray is clean, mat is
silverware. placed, chinaware
sparkling clean, free from
chips & cracks, silverware
 Prepare sugar and milk. Ensure sugar bowl is filled to set standard, milk polished and free of any
jug is ¾ filled with milk. tarnishing
 Collect prepared coffee. Place the cup, saucer, teaspoon, sugar & milk  Ensure the coffee is fresh
on the tray. Position handle of coffee cup at 3 o’clock position and & hot
teaspoon is on the saucer at 4 o’clock position.
 Pick up the tray and approach the table and then serve the coffee.  Use phrase ‘please enjoy
Serve ladies first from the right-hand side. Place on the right side if the your coffee’ with a smile
guest is having dessert. If the guest has only ordered coffee, place the as you really mean it.
coffee cup directly in front of the guest.
 Leave the table

SOP Title: How to present packet of cigarette to guest?

this SOP:
Related Documents:
Procedure Remarks
 The cigarettes will be provide and decide by our senior  Put cigarettes on the
managers.TBD? right hand side of the
 What on will be serve (We will be informed in advanced TBD::?) guest & in the 2 o’clock
 Cigarette will be served with our hotel matches or lighter always with position
a service tray.  The name of the
 Remove the plastic film from the packet ,open the top of the packet cigarettes needs to face
& remove the silver foil,place the packet in the centre of a to guest.
TBD:?plate  The logo of the match
 Place the match box on the right hand side of the cigarette packet, box must face upwards
ensuring it is leaning on the packet
 Place the TBD;?plate with cigarettes & matches on the beverage tray
 We say guest ( Mr. XXX your cigarettes XXXX (name of brand)
SOP Title: How to serve appetizers, main courses, desserts to the guest?

this SOP:
Related Documents:
Procedure Remarks
 Collect the meals from the sideboard and use tray. Ensure tray is clean.  We don’t ask the guest
Look at the table and cover numbers on the dockets. which meal they are
Ensure all guests are ready to be served. Ensure the dishes on the docket having.
correspond.
 Approach the table. Smile as you really mean it.  If a guest is absent from
the table, the dishes
should never be left at the
sideboard.
 Serve the dishes from the right-hand side of the guest, where possible.
Confirm the dish with the guest.
 ‘Excuse me Sir/Madam,
your rack of lamb,
medium rare’.
 Offer condiments  Only offer correct

condiment with the meal
Example: ‘would you like
mint sauce with your rack
of lamb?’
 Leave the table. Smile as your really mean it.  Use phrase ‘enjoy your
meal’.
SOP Title: How to serve champagne by the glass?

this SOP:
Related Documents:
Procedure Remarks
 Collect a round beverage tray from the bar.

Ensure tray is clean, mat is placed, glassware clean and free of damage.
 Place the champagne on the tray, use a champagne glass, take the coasters  Ensure correct
for per drink. Coasters are used for all non linen surfaces champagne and vintage,
 Approach the table and place glassware and serve champagne to the  Smile as you really mean
guest. Stand on the right hand side of the guest. Serve ladies first. it
 Place a drink coaster (non linen surface) in the 2 o’clock position where  Champagne is not flat and
the guest is sat at. chilled (10-12 C)
 Pick up the champagne glass from your tray & place directly on the
coaster. Use the name of the champagne) and ‘You’re Welcome/It’s my  Use phrases ‘Excuse me
pleasure Sir/Madam’ Sir/Madam, your
champagne’
 Leave the table.

 Smile as you really mean
it
Use phrases! ‘Enjoy your
champagne.
SOP Title: How to present pocket of cigarettes to a guest?

this SOP:
Related Documents:
Procedure Remarks
 Get the correct cigarette that, ordered by the guest.  When you served the
 Remove the plastic cover from the pocket and remove the silver foil cigarette, mention the
of the cigarette. name of the cigarette.
 Place the pocket in the centre of the BB plate.  Smoking rules will be
 Place the matchbox on the right hand side of the cigarette pocket. updated by the Hotel.
 Place the BB plate with the cigarette and matches on the beverage
tray than present to the guest.
SOP Title: How to serve fruit & vegetable juice?

this SOP:
Related Documents:
Procedure Remarks
 Collect a round beverage tray from bar, place the fruit or vegetable juices Ensure:
on the tray. Place coaster on tray (Linen and Paper are used). Straw is in  Glassware: Sparkling
paper packet. clean, free from chips &
cracks
 Coaster: Clean, dry and
free from holes or tears
 Place the glass on the tray. Use Highball Glass. .  The juice is prepared as
per standard
 The coaster is in good
condition
 Pick up tray and approach to the table. Make sure tray is well balanced.  ‘Excuse me Sir/Madam,
Walk at a steady pace. As you approach the guest, use the phrase your fruit / vegetable
juice. Smile as you
really mean it
 Place the coaster. Put on the right of the guest in the 2 o’clock position
if the guest is dining. If the guest has only ordered fruit juice, place the  A coaster is placed for
coaster directly in front of the guest. ’Use the name of the fruit juice all non linen surfaces
ordered when serving.
 Serve the fruit & vegetable juice
 Non Linen Surface:

 In your right hand, pick up the glass by the base and place on the
coaster.
 To the right of the glass
ensuring the ‘Queen
 Linen Surface: Palace’ logo is facing
 In your right hand pick, up the glass by the base and place directly on upwards
the table on the right of the guest in the 2 o’clock position, if the guest
is dining. If the guest has only ordered fruit juice, place the glass
directly in front of the guest.  Use name of fruit/
vegetable juice served
 Leave the table. Use the phrase ‘Please enjoy your fruit / vegetable
juice’ with a smile as you really mean it.
SOP Title: How to serve fruit & vegetable juice?

this SOP:
Related Documents:
Procedure Remarks
 Collect a round beverage tray from bar, place the fruit or vegetable juices Ensure:
on the tray. Place coaster on tray (Linen and Paper are used). Straw is in  Glassware: Sparkling
paper packet. clean, free from chips &
cracks
 Coaster: Clean, dry and
free from holes or tears
 Place the glass on the tray. Use Highball Glass. .  The juice is prepared as
per standard
 The coaster is in good
condition
 Pick up tray and approach to the table. Make sure tray is well balanced.  ‘Excuse me Sir/Madam,
Walk at a steady pace. As you approach the guest, use the phrase your fruit / vegetable
juice. Smile as you
really mean it
 Place the coaster. Put on the right of the guest in the 2 o’clock position
if the guest is dining. If the guest has only ordered fruit juice, place the  A coaster is placed for
coaster directly in front of the guest. ’Use the name of the fruit juice all non linen surfaces
ordered when serving.
 Serve the fruit & vegetable juice
 Non Linen Surface:

 In your right hand, pick up the glass by the base and place on the
coaster.
 To the right of the glass
ensuring the ‘Queen
 Linen Surface: Palace’ logo is facing
 In your right hand pick, up the glass by the base and place directly on upwards
the table on the right of the guest in the 2 o’clock position, if the guest
is dining. If the guest has only ordered fruit juice, place the glass
directly in front of the guest.  Use name of fruit/
vegetable juice served
 Leave the table. Use the phrase ‘Please enjoy your fruit / vegetable
juice’ with a smile as you really mean it.
SOP Title: How to serve a milkshake & smoothie?

this SOP:
Related Documents:
Procedure Remarks
 Collect the prepared milkshake from the bar with the tray and approach  Ensure the tray is clean
the table then serve the milkshake or smoothie. Walk at a steady pace. and well balanced
Serve from the right side, with straw placed on the right hand also.
 Use phrase ‘Excuse me Sir/Madam, your milkshake/smoothie”.  Serve ladies and children
first.
.
 Leave the table.  Smile as you really mean

Use phrase ‘Please enjoy your milkshake / smoothie”. it.
SOP Title: How to serve soft drinks?

this SOP:
Related Documents:
Procedure Remarks
 Use a round beverage service tray, collected from the bar. Place tray mat  Ensure tray is clean and
and coasters. coaster clean, dry and free
from holes or tears.
 Place a highball glass and the soft drink bottle or can on the tray. Ensure  Glass is sparkling clean.
glass contains 4 ice cubes. The soft drink bottle or
can is cold, clean, has been
opened & is not damaged
 Use the name of the soft

 Pick up the tray & approach the table. Walk at a steady pace. Ensure tray drink ordered when
is well balanced. Use phrase ‘Excuse me Sir/Madam, your soft drink’ serving
 Smile as you really mean

it.
 Place the coaster. On the right of the guest in the 2 o’clock position if  A coaster is placed for all
the guest is dining. If the guest has only ordered soft drink place the non-linen surfaces
coaster directly in front of the guest.
 Serving the soft drink. Serve from the right where possible. In your right  Serve children & ladies
hand pick up the glass by the base and place on the coaster first.
None linen Surface. In your right hand pick up the glass by the base and
place directly on the table. If the guest has only ordered soft drink place
the glass directly in front of the guest.
Pick up the soft drink bottle or can in your right hand. Pour carefully &  Ensure label of bottle or
slowly to prevent any drips. Fill the glass to the ¾ level. Pour the can is facing the guest
remaining amount of soft drink into the glass jug on your tray. Leave the
empty bottle or can on the tray.
 Leave the table. Use the phrase ‘Please enjoy your soft drink’ with a  Use name of soft drink
smile as you really mean it.
SOP Title: How to serve standard spirit?

this SOP:
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Procedure Remarks
 The items we place on tray, Round Beverage Tray,  The correct Spirit is in
If using a silver tray, ensure a tray mat is placed. the glass
 Glassware:  The glass jug contains
Coasters are used for all non-linen surfaces the correct Mixer,4 ice
The items we place on the tray cubes in the glass
 The standard spirit  Ensure the garnish is
Coaster for all non linen surfaces fresh & prepared
Straw if requested according to standard
Small glass jug containing mixer  If serving a mixed drink
 We approach the table check the small glass jug
Smile as you really mean it contains the correct
We need to say to the guest mixer & 1 ice cube
“ Excuse me Sir/Madam, your (Name of Drink)  Glass jug for Mixer
Serve Ladies first and then Gentlemen  The Tray is clean & dry
Serve from the right (when possible)  The silver tray is well
We pick up the glass from the tray polished & the tray mat
Pick up glass by the base. We use a coaster is clean & free from
 When serving standard spirits on all non-linen surfaces stains, holes or tears
 If the guest has only ordered a spirit place the coaster directly in front  Glassware: Clean, well
of the guest polished, not chipped
 Place a drink coaster in the 2.00 o’clock position from where the  The correct glass is used
guest is seated if the guest is dining for standard spirits
We place the coaster
 If the guest has only ordered a spirit place the coaster directly in front
of the guest
 Place a drink coaster in the 2.00 o’clock position from where the
guest is seated if the guest is dining. We place the standard spirit
LİNEN SURFACE  The coaster is clean, dry
 Place the glass to in the 2.00 o’clock position from where the guest & in good condition
is seated if the guest is dining
We serve
 Place the glass on the table as per standard
 Pick up the glass jug containing the mixer from your tray
 Pour the contents carefully in the glass, asking the guest when they
are happy with the amount poured into the glass
 Pour carefully & slowly to prevent any drips
 Return the glass jug to your tray
 If a straw is requested place on the right hand side of the glass
 When the glass is ¾ full
 Place the glass on the table as per standard. We serve in the guest
room
SOP Title: How to serve tea & herbal tea?

Who needs to Service Associates, Supervisors, Managers.
know this SOP:
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Documents:
Procedure Remarks
illustrations)
 The Equipments we need, a round service tray, if a  China: Sparkling clean, free from chips
silver tray is used ensure a tray mat is placed. & cracks
 Silver: Polished & free of any tarnishing
Linen & Paper: Clean, dry and free
Chinaware from holes or tears
Silverware Ensure sugar bowl is filled to set
Padded handle covers standard
 We need to say to the guest Milk jug is ¾ filled with cold milk
“Excuse me Sir/Madam, your tea” The tea is fresh & hot
(Use the name of the tea ordered when serving The tea is prepared according to set
We need to place the tea cup standard
One the right if the guest is having dessert  Side of teacup & base of saucer is clean
If the guest has only ordered tea place the teacup directly in  Handle of tea cup is positioned at 3
front of the guest O’clock
 We place the other items served with loose-leaf tea  Teaspoon is positioned on the saucer at 4
Sugar & milk jug to be placed in the centre of the table within O’clock
easy reach of all guests  Padded handle covers are placed on both
 We need to say to the guest the teapot & the hot water pot
“May I pour your tea for you?”  The tray is well balanced
We need to say when thanked buy a guest Walk at a steady pace
“You’re welcome Sir/Madam”
 Smile as you really mean it
 We prepare fresh lemon for tea
 For loose-leaf tea place a tea strainer on
Cut 4 evenly round slices of lemon
the top of the teacup
Place a plastic stick in a lemon wheel for the guest to pick up
Pour carefully & slowly to prevent any
the lemon
drips
We place the lemon on the table
Pour tea to the ¾ level
Place the lemon in front of the guest within easy reach
Place tea pot & hot water pot to the right
 We need to say to the guest of the teacup, space permitting
“Please enjoy your tea” The seeds of the lemon have been
 Leave table removed from the lemon prior to serving.
Leave with a smile as you really mean it
SOP Title: How to serve white wine & red wine by the glass?
this SOP:
Related Documents:
Procedure Remarks
Equipment we need  The tray is clean & dry

 Round Beverage Tray  The silver tray is well
 If using a silver tray ensure a tray mat is placed polished & the tray mat
 White wine & red wine glass is clean & free from
 Coasters are used for all non linen surfaces stains, holes or tears
 White /Red Wine bottle  The waiters cloth is
 Waiters cloth clean & dry
Non Linen Surface  Glassware: Clean, well
 Place a drink coaster in the 2.00 o’clock position from where the guest polished, not chipped
is seated.  A white wine glass is
 Pick up the wine glass from your tray & place directly on the coaster used for all white wines
Linen Surfaces  A red wine glass is used
 Pick up the wine glass from the tray holding by the stem & place in the for all red wines
2 O’clock position from where the guest is seated  Check the Wine
Presenting the wine  Correct wine and
 Present the wine to guest who ordered the wine vintage
The way we present the wine to the guest  Label is in good
 Present from the right hand side of the guest wherever possible condition
 With the wine laid down in your right hand show the label to the guest  There is enough wine in
We need to say to the guest the bottle to pour a glass
 “Excuse me Sir/Madam, your wine”  Remove cork or vacuum
(Use the name of the wine) stopper before
We need to serve first approaching the table
 Ladies first then gentlemen
Pour the white & red wine for the guest
 Stand on the right hand side of the guest
 Place the waiters cloth on your right hand
 Hold the wine bottle on the waiters cloth ensuring you have a firm hold
 Ensure the label is facing the guest
 Pour at a steady and constant speed
Standard pouring
 6 oz
Leave the Table
We need to say to the guest
 “Enjoy your wine Sir/Madam”
(Use the name of the wine)
SOP Title: How to set the pick up area in the kitchen?

this SOP:
Related Documents:
Procedure Remarks
Food Runner Stations  The food service trays:

 A designated area in the kitchen where meals are transferred from the are clean & in good
chef to the waiter condition
 The plate covers& under
 In the kitchen areas of all our restaurants plates: are clean & well
polished
 It is the central area where all meals are carefully checked by the chefs  The waiters cloths are
then collected by the waiting staff to carry directly into the restaurant clean, free from any
for our guests holes or tears
The equipment we need  The food runner station
 Food Service Trays is kept clean & well
 Plate covers, soup bowl lids organised at all times
 Under plates
 Plate covers
 Waiters cloths
We collect the equipment
 The stewarding & pantry areas
Set up the Food Runner Station
 The food runner
 Before each service period
 Place all the items in the correct locations as per restaurant standard
 The food runner station is fully set prior to service
Maintain the Food Runner Station
 To ensure that during service times there is enough equipment at the
food runner station & that it is placed in the correct position
 For a smooth & efficient flow during service times
Close the Food Runner station after service
 Place all the food service trays through the dishwasher to ensure they
are clean for the next service period
 Place any soiled waiters cloths in the linen trolley
 Sort any soiled operating equipment at the dishwashing area
SOP Title: How to write captain order docket?

this SOP:
Related Documents:
Procedure Remarks
 Write down the order. Circle the ladies’ order. Initial of waiter name.  Write clearly with correct
Place a line between each course, ensuring correct abbreviations are used table number, cover /
for both food & beverage, and any specified cooking instructions. position numbers.
 Ensure your body posture is correct /positive.

Stand up straight, maintain good eye contact and listen carefully.  Smile as you really mean
it
 Repeat the order back to the guest with a clear voice.

 Use a friendly tone.
SOP Title: How to call next course?

this SOP:
Related Documents:
Procedure Remarks
 Always check the guest how fast they are eating  Always ensure right
 Check the kitchen how fast you can get food(according if is cold or how cutlery ready for next
needs to prepare) course.
 Always make guest comfortable during the procedure, never rush.
SOP Title: A Basic introduction to coffee

this SOP:
Related Documents:
Procedure Remarks
 Coffee is the seed of a cherry from a tree which grows around the world  Never grind more coffee
 There are three major grooving region Latin America & the Caribbean that you will use for
Islands Africa & the Arabian Peninsula and Indonesia immediate brewing
 There are two different kind of bean which are  Once the beans are
ground, the coffee will
. Coffee Arabica begin to lose it’s flavour
 Represents 70% of the world’s coffee production  Always store coffee
 Can reach up to 6 metres when fully grown beans in a cool, dry
 This plant can continue to produce fruits for 50 years place ensuring the
 Each tree can produce up to 5kg of coffee per year container is airtight
2. Coffee Canephor (Robusta)  Never store coffee beans
 Robusta is a hardier plant which is less expensive to maintain & in a refrigerator
produces a higher yield  Ensure the coffee
 Can reach up to 10 metres when fully grown machine is kept clean at
 This plant can continue to produce fruits for 20 years all times
Robusta are used for the less expensive canned & instant coffees
We use İLLY coffee in our hotel made of Arabica
Basic coffee selection as below.
 Americano: a shot or 2 of espresso tat has been poured into a glass with
hot water
 Café Latte: A shot of coffee, with a healthy covering of hot steamed
milk & up to ¼ inch of foamed milk on the top
 Cream: The tan foam that forms when you brew espresso. It is an
indication of the freshness of the coffee bean
 Cappuccino: A shot of coffee to which frothy milk is added, topped
with a pinch of powdered chocolate
 Decaffeinated: The green coffee beans are treated with steam under
pressure to swell, making the coffee easy to extract
 Demitasse: A French term meaning “half cup” & also referred to as a
small cup
 Espresso: Coffee is placed into an espresso machine & hot water is
forced through the coffee at very high pressure - extracting all the
flavour possible
 Espresso macchiato: Espresso with a small amount of hot milk on top
 Espresso ristretto: The strongest espresso. Made with half the amount
of water but the same amount of coffee as a regular espresso
Froth/Foam:
The term given to milk which has been made thick & foam by aerating
it with hot steam
SOP Title: Opening & Closing Duties for a Sideboard

this SOP:
Related Documents:
Procedure Remarks
 The uses of a Sideboard, a workspace in the restaurant, which holds

daily operating equipment to enable the smooth running of the
restaurant during service times, Sideboards are located within each
restaurant.
 Opening procedures:
The service associate assigned for that service period

Once the restaurant is fully set & before the restaurant opens for service
T HE PANTRY AREA
A CLEAN & DRY FOOD SERVİCE TRAY İS USED TO CARRY THE EQUİPMENT AT
ALL TİMES
O PERATİNG EQUİPMENT AS PER RESTAURANT STANDARD , FOR EXAMPLE :  The Supervisors need to
Cutlery, Crockery, Glassware double-check the
Salt & Pepper Shakers sideboards prior to service
Folded napkins to ensure all the
Toothpick Holders equipment is in place.
Honey
Sugar bowls
Straws  All equipment should be
Silver & paper coasters? sparkling clean with no
Padded handle covers? damage, such as chips or
Tray mats cracks.
The sideboard is clean
All the equipment is clean & well polished
Neatly placed, sorted and stored as per standard
Filled to full capacity
 Closing Procedures:
The service associate assigned for that service period

When the last main course has been served
Once the restaurant has closed
Any soiled items
Any food items, for example: Butter, Parmesan Cheese
The food items are taken to the kitchen

The soiled operating equipment are taking to the dishwashing area  The Supervisors need to
The sideboard is always kept clean, neat & tidy double check the
The sideboard is replenished ready for the next day’s operation sideboards prior to end of
the service to ensure all
well clean and organized
SOP Title: How to clean & refill sugar bowls?

this SOP:
Related Documents:
Procedure Remarks
 Collect all the sugar bowls from the tables, side-stations and other related  Ensure working table is
areas at the end of each shift clean and dry
 Empty the sugar bowls and group the different types of sugar sachets  Ensure that dirty or un-
accordingly presentable, torn or open
 Place the sugar bowls on a tray and stack them neatly sachets are discarded
 Send empty sugar bowls for washing in the dishwashing area 
 Collect sugar bowls after washing  Ensure they are clean and
 Wipe them with a clean dry cloth not chipped
 Refill sugar bowls with different types of sugar. The labels on the brown 4 sachets of Equal Sweetener
and white sugar sachets must be placed in sequence. 8 sachets of white sugar
6 sachets of brown sugar
SOP Title: How to Clean the Buffet & Replenish?

(Designation) RESTAURANT
MANAGER
Who needs to know Stewarding, Service Associates, Supervisors, Managers.
this SOP:
Related Documents:
Procedure Remarks
 Before and during operational hours, all chafing dishes must be kept clean (away  To create a clean &
from dirt, stains, leftovers), polished and well maintained nice first
 Before service starts, floor needs to be mopped and spotless, without any dirt and impression for all
stains guests that enter
the restaurant
 All buffet cutleries need to be polished before operation starts  To ensure buffet
 When buffet opens, make sure all chinaware is supplied sufficiently to every line is always clean
counter which create a
 Plate warmers are turned on and plates are kept under the correct temperature good impression to
 Ensure plates are polished before using guest
 During operational hours, ensure any food or soil on floor should be cleaned
immediately
 During operational hours, constantly clean dishes from stains/dirt/soil
SOP Title: How to How to polish glassware?

Who needs to know  Service Associates, Supervisors, Managers.
this SOP:
Related Documents: 
Procedure Remarks
 Hold the glass at the surface of steaming hot water and allow vapor to  Steaming hot water to be
cover the glass surface used
 Gently and carefully stuff the cloth into the glass using the 3 middle  Beware of possible
fingers and the thumb outside breakages and proceed
 Hold the glass under the light above eye level and check for any stains, with utmost caution
films, cracks and chips  Glass must be spotless and
 Repeat the process if necessary un-chipped
 If the glass has a smell after the polishing, add lemon into hot water and  One lemon wedge per
repeat the process again bucket
 Chipped glasses must be disposed into breakage bin and recorded in the  Breakages must be
breakage logbook recorded on a daily basis
with reason and signature
SOP Title: How to fold and place a napkin?

this SOP:
Related Documents:
Procedure Remarks
 One pile of napkins to be placed on work top  Stained, torn and

 Open up the pile of napkins faded napkins must be
 Ensure the rough side (wrong side with the edges being visible) of separated
the napkin is facing up before folding  Ensure work top is
 Follow the diverse folding techniques as per diverse SOP manuals clean and dry
 Press firmly to secure fold  The different napkin
 Compare the napkin to that in the standard picture folds are available in
 Place them on a clean tray or the side-station and have them ready the outlet specific
for service. If required for service immediately, place them on the manual
table 1. Stained - return to laundry
for rewashed.
2. Torn - to be returned to
housekeeping for write off.
3. Faded - To be folded and
used for under liner
SOP Title: How to unfold a napkin?
Department: Food & Beverage Division- F SOP Owner:

&B (Designation) RESTAURANT MANAGER
this SOP:
Related Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts or
other illustrations)
 Stand by the right hand side of the guest  Not too close in order not to interfere with his
 Remove folded napkin from table (plate or glass) privacy
and hold it by the edge between the thumb and the  Napkin must be clean, crisp, folded in the standard
pointing finger with a minimum amount of way and not torn (this had to be ensured prior to
touching folding but must be double-checked)
 Straighten the napkin by shaking it gently  Some napkin folds require to open them by
 Fold napkin into a triangle and say, “Mr./ Ms. …, stretching the napkin in two opposite directions
may I?”
 When placing the napkin on the guest’ lap, ensure
that the peak of the triangle is facing away from the
guest, pointing towards the table
 If guest is female beware. For male SA it is not
recommended if the female is covered with the
national dress, let the female SA handle the Task
 Beware not to touch the guest and only place it on
his/her lap if guest agrees.
SOP Title: How to answer telephone call?

this SOP:
Related Documents:
Procedure Remarks
 Answer within 3 rings

 Pick up phone gently  Smile, clear voice tone,
 Use standard greeting: “Good morning / afternoon / evening. Identify pleasant, friendly
outlet and yourself. May I assist you?”  Emphasize that they
 Use guest’s name once caller is identified should not eat, drink, or
 Listen attentively to guest needs speak to someone else
 Provide guest with appropriate assistance / information while on the phone
 Do not interrupt guest  Do not hang up phone
 Write down important notes on a note pad before guest does!
SOP Title: How to place calls on hold?

this SOP:
Related Documents:
Procedure Remarks
 Always ask permission and wait for the caller to respond before  Do not interrupt guest
putting the call on hold  Guest should not be
 Smile and say “One moment please while I put you on hold” allowed on hold for
 Look for the person or matter of concern more then 30 sec.
 If the person is not available, inform the caller immediately that the
required person not available at the moment
SOP Title: How to transfer a call?

this SOP:
Related Documents:
Procedure Remarks
 Inform the guest which department you are directing him/her to if  Tone must be clear
only you cannot offer assistance in the matter of concern and friendly
 Ask for guest’s name and seek permission before transferring the call  Transfer phone call
 Thank guest for calling and announce the transfer by saying: “Please with guest’s
hold on for a short moment while I transfer your call? Thank you for permission only
calling”  Do not hang up phone
 Follow the transferring sequence of the telephone system in place at this point
SOP Title: How to take reservation through telephone?

this SOP:
Related Documents:
Procedure Remarks
 Answer call with a smile  To inform and teach staff

 Pick up phone- “Good morning / afternoon/ evening, Sir/Madam (guest’s of the various alternatives
name). Queen Hotel. May I assist you?” available in order to meet
 Handle inquiries guests needs
 Take down reservations – ask for important information such as guest  Demonstrate taking
name, date & time of reservation and the number of guests coming. reservation using manuals
Request for his / her contact number - E.g.: “How do I spell your name, and by coaching him/her
Mr. / Ms. …? Smoking or non-smoking table? What day / time is this on the job
reservation for?” “Any special occasions?”  Run through reservation
 Staff must have a reservation sheet and pen to write down details of sheet
reservation ensuring all the requirements mentioned below are filled  To explain that the
(1)Guest Name – Check spelling, (2) Time (3) No. of Persons – Adults & reservation sheet will be
children (4) Contact No. (5) Special Occasion (6) Allergies / Dietary needs guiding us on answering
(7) Table Preference, (8) Remarks (9) Repeat Reservation the phone step by step.
(10) Taken By – SM / SA name  To explain how to
apologize to guest and
 Repeat the entire reservation record it in the TMS and thank guest for suggest alternate outlets &
calling by saying: “We are looking forward to welcoming you Mr. / timings if the desired
Ms…” outlet is fully booked or
 Ensure reservation details are correct not operational
And write down your name as a sign of acknowledgement
SOP Title: How to handle inquiries?

this SOP:
Related Documents:
Procedure Remarks
 Listen to guest attentively  Explain the needs to check

 Write down inquiries clearly understanding and positive
 Provide guest with the necessary information body language
 If unsure ask for guest’s permission to check – “Please give me a moment  Show importance of
to check, Mr./ Ms…” recognition
 Ask guest suggestively if there were anything else and recommend other  Importance of relevant
outlets too information and never say
“no”
 Emphasize on product
knowledge and
anticipation
 To up-sell offer alternative
to guest
SOP Title: How to handle walk-in guest (without reservation)?

this SOP:
Related
Documents:
Procedure Remarks
 Look out for guests coming to the outlet  Guest must be

 Approach guests with a smile (sincere) acknowledged within
 Greet guest, putting both hands on your back and say 20 seconds of
“Good morning / afternoon / evening, Mr. / Ms. …, how walking into outlet
may I help you?”
 Check with the guest “Do you have a reservation Mr. /
Ms. …?”
 If there is no reservation, say “Table for two, three, four
etc.?” (Check at the same time on smoking or non-smoking
area) Then, wait for reply. “Just a moment please, let me
check on the availability for you”
SOP Title: How to meet, greet, lead and seat guests?

this SOP:
Related Documents:
Procedure Remarks
 As a guest approaches, greet guest immediately  Always address guest by

 Service staff must greet guest first. Guest must be acknowledged within the name, if known, in a
10 seconds loud and clear voice
 Say "Good afternoon, Mr. /Ms. welcome to...."  Guests with a reservation
 Inquire about guest's needs by saying, "How may I help you? Are you should be led to the table
having Lunch / Dinner with us today?” within 1 minute of arrival
 If guest wants to dine in, ask if he / she has a reservation?  Go through reservation
 If guest has a reservation, check the reservation book and lead guest to sheet to obtain all
the assigned table information. Guest
 If guest do not have a reservation, ask guest for the no. guests expected without a reservation
and his / her preferences for the location of the table. Check for table's should be led to their table
availability from the table plan within 2 minutes of
 Lead guest to the assigned table by requesting the guest to follow you. arrival.
Say "Mr. / Ms…, this way please”  Maintain 3 to 4 paces in
 Take appropriate amount of menus with you and lead the way by walking front of guest. Do not walk
in a normal pace in front of the guest too fast. Glance back to
 Stop at the table, smile and check with the guest “Is this table suitable for ensure that the guest is
you?” following.
 Seat the guest  if members of the
government and diplomats
 Pull chair out for guest – ladies first, followed by gentlemen,
are involved, check with
 host of table is always last
the organizer beforehand
 Say enjoy your evening, smile and get back to the hostess desk
SOP Title: How to present menus & introduce special promotions?
Department: Food & Beverage Division- F & SOP Owner:

B (Designation) RESTAURANT MANAGER
this SOP:
Related Documents:
Procedure Remarks
 As an opening duty, ensure that all menus are clean  Never say ‘no’ to guest and offer alternative to
and presentable. (No stains, pen and water marks, guest
etc.)  Be patient and do not push the guest to decide
 Approach guest with smile, eye contact and greet  Present menu from the right hand side of the
guest guest. Always present the menu to the ladies
 Inform guest about the chef specialty/ seasonal/ first. Smile and speak in friendly tone: “Mr.
specialty of the day. Say “Mr. / Ms…, this is our /.Ms…, may I suggest our specials tonight? Our
chef's specialty of the day” Chef has prepared a …”
 Offer to take the drink order if the guests are ready  You must know the recipes and preparation
 Allow guest a minute to decide and invite them to time of the particular dish / drink. Speak clearly
the buffet (breakfast only) and at an appropriate speed
 Check the menu before presenting it to the guests  Do not push guest to order and overwhelm their
 Open up the menu to the first page and hand guest space
the menu. Say "Mr. / Ms…, may I?"  Be flexible and allow guest to choose
 Allow guest a minute to glance through the daily  Never walk away from the table
specials / promotion items. Answers any appropriate without making your intentions known
questions on pricing, recipes, etc.
 Let guest know that you will be back to take their
orders when they are ready. Say, "Mr. / Ms…, I will
be back in a minute to take your orders. Thank you!"
 If guests are keenly going through the list on the
menu, politely excuse yourself and allow your
guests a little more time to see the menu
 Anticipate when guests are ready to order and
approach them again proactively
 Excuse yourself from the table
SOP Title: How to pickup and serve bread items?

this SOP:
Related Documents:
Procedure Remarks
 Pick up bread from the kitchen  Breads need to be warm

 The bread basket must be clean, dry, not tarnished and free from stale and fresh
crumbs  Ensure that bread must be
 Make sure that balance crumbs have been removed served fresh & hot from
 Take a fresh white napkin, fold it into a pocket and place it into the the oven (firm & semi-
breadbasket hard) Standard number of
 Fill bread basket with warm bread selection breadbasket and butter for
 Take breads from Kitchen and arrange them neatly into basket underlay each table 1 breadbasket
with napkin with 1 butter dish, always
 Place butter on a butter dish (butter has to be firm and hard before use a pair of tongs (no bare
serving) hands) to place butter on
 Proceed to guest table with bread basket and butter on a tray butter dish, even in the
kitchen area unless butter
 Serve bread
has individual wrapping
 Make presence felt, say: “Excuse me, may I…”
Have knowledge of the
 Place bread and butter on the middle of the table
types of bread available
Bread and butter to be
served as soon as the
guests are seated and
refreshed again before the
main course is served
SOP Title: How to take drink orders?

B (Designation) RESTAURANT
MANAGER
know this SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures, flow charts
or other illustrations)
 Approach guest's table and check with guest if  Guest should be approached within 3 minutes of
he / she is ready to order. Say "Sir / Madam, are arrival. Speak in a clear and friendly voice and
you ready to place your orders?" Use name if maintain eye contact. If you’re very occupied &
known could not be able to make it in 3 minutes, alert
 Try to up-sell drinks by saying, "May I suggest supervisor to help or, acknowledge guest’s existence
our house specialty ...." / "Would you like to try by greeting, and say, “Welcome to…, I’ll be right
our special today? It is ...." with you.” Be sure to return shortly
 Write down drink orders quickly and  Always up-sell our special / promotion items.
clearly Take the orders of the ladies first, followed by the
gentlemen. Take the order of the host last.
 Repeat the orders to the guest
 Trainer must educate trainee on the different types
 Thank guest and excuse yourself from the guest
of beverage available
 Demonstrate how to up-sell drinks and the whole
order taking process
SOP Title: How to take food orders?

B (Designation) RESTAURANT MANAGER
this SOP:
Related Documents:
Procedure Remarks
 Prepare order pad before approaching guests  Demonstrate the process of

 Approach guest, greet and ask if guest is ready to place his/her taking orders and stress on the
orders: "Good morning / afternoon / evening, Sir / Madam need to know about the non
available items
(name of guest). Are you ready to place your orders?”
 Show how to give suggestions
 If guest is not ready and requested for more time; “No to guest. Explain that this is
problem, Mr./Ms… I’ll be back in 3 minutes again?” the time where most of the
 If guest is ready; “May I take the order then?” guests decide on 90% of our
 Always give suggestions to the guest. Try to up sell as much as you revenue.
can.  Make sure you when you talk
 Special dishes about the wine you use the
 Beverages. description from the wine
 Side dishes manual.
 Desserts  Explain the need of being
realistic and genuine
 Check if guest has any special requests  Stress on importance of last
 Take down the orders systematically as per seating plan impression
 Repeat the food orders to the guest
 Let guest know the estimated time in which the orders will be ready
if there are any expected delays
 Thank guest and collect the menus
 Excuse yourself from the table
 Come back to the table and offer one of the wines from the wine list
which will compliment the food the guests have ordered.
SOP Title: How to pick up food orders?

this SOP:
Related Documents:
Procedure Remarks
 Inform the chef in-charge or food expeditor that guest is ready for the  Trainer to demonstrate:
food. Give 10-15 minutes allowance between courses for kitchen to How to approach chef in-
prepare the food. Give specific information on table number, course charge
required next and special guest requests How to read pick-up chart
 Return to kitchen 10 minutes later to check if the food is ready to be How to pick up orders
served  Stress the needs of product
 Talk in a clear and polite way and never stand there if the food is not knowledge, time
ready yet (come back later) management and to follow
 Check with chef in-charge if it is the correct food for the correct guest & up with kitchen and the
double check with Order Pad guests.
 Double check that the food items against the order and ensure that they  Emphasize on wrong food
are correct delivery
Bring food out and serve to guests accordingly  Stress on the need to have
 Inform the guest of any unforeseen delays in getting the food. Give a reference
reason and time it will take for the dish to arrive. If guest requests to  Explain why is it essential
change order as he can no longer wait, change the order immediately and to double check
inform supervisor  Stress on the importance
of politeness and courtesy
SOP Title: How to serve food items?

this SOP:
Related Documents:
Procedure Remarks
 Ensure that the appropriate cutlery is set before each course and that the  Trainer to show how the
condiments are set as per the required standard for the dish to be served. cutleries are to be placed
E.g. finger bowl, chilli sauce , etc. on the table. To emphasize
 Check to ensure food is prepared as per orders on ensuring that cutlery is
 Approach the guest with the food using service tray when it is ready clean and well-polished
 Ensure that guest is aware that you are approaching with the dish by before serving to guest
saying: "Excuse me, Mr./Ms…Your … (name of the dish)"  Place the fork, side plate
 Ensure that ladies and children are served first according to the sequence and butter knife on the left
of service side and dinner / soup
 Announce the dish to confirm that it is the correct one that guest ordered spoon and dinner knife on
 Ensure that the meat is placed at the 6 o’clock in front of the guest the right side
 Place the dish in front of the guest from the right side and place it in the  Do role plays to
center of his dining space between the cutlery and say "Enjoy your meal" emphasize on body
language and attitude
 Trainer to show the
 CHECK WİTH GUEST İF THERE İS ANYTHİNG ELSE THAT YOU CAN GET FOR different types of cutlery
THEM AND SCAN THE TABLE QUİCKLY FOR ANY MİSSİNG İTEMS and their purpose
 Discreetly leave the table
SOP Title: How to clear soiled dishes?

this SOP:
Related Documents:
Procedure Remarks
 Approach the table after guest has finished the food  Demonstrate how to clear
 Ask for permission to remove the dish from the table, say “Excuse me and brief employees on
Mr./Ms…, may I clear your plate?” breakages and safety
 Do not try to clear too many dishes at one time Go a second and third  Trainers to anticipate on
time if necessary the needs to replace the
 Remove the soiled dishes from the right hand side of the guest cutlery if the guest is
Ensure that it is done quietly and neatly having the next course
 Practice the “3 S System” - scrape, separate and stack
 Handle dishes with care and professionally
 Use a tray for stacking if quantities are bigger
 Ensure that tray is not overloaded and that it can be still carried safely
and comfortably
 Discreetly leave the table
SOP Title: How to clear tables?

this SOP:
Related Documents:
Procedure Remarks
 Approach table with tray after guest leaves Trainer to demonstrate

 Hold the tray with left hand and clear with the free hand 1) The 3 S – scrape,
 Stack the soiled dishes neatly on the tray to maximize the space separate, stack
 Clear the napkins first, followed by the glasses then the side plates 2) How to stack soiled
 Go 2 to 3 times if it is not possible to clear everything at once dishes to prevent
 Bring everything to dishwashing area accidents
Scrape all unwanted food into soil bin  Highlight risks of carrying
Separate soiled dishes and stack accordingly. Place glasses and cutleries too heavy plates or which
in specified racks and separate linen into linen trolley are not neat
 Change the table mats  Importance of “3 S” at this
 Clean and disinfect the table top stage and respect towards
colleagues’ conveniences
 Demonstrate how to hold
trays
 Brief trainees on
breakages and safety
 Bear in mind on sequence
and consistency
 Highlight risks of carrying
too heavy plates or which
are not neat
SOP Title: How to crumb the table after meal?

this SOP:
Related Documents:
Procedure Remarks
 Check to ensure that all soiled plates, cutleries, salt & pepper shakers  Side plate must be dry,
have been cleared from the table after the main course clean and not chipped
 Approach the table by making your presence felt, “Excuse me, may  Use wet-cloth for smooth
I .....?” surfaces
 Always start from the most dirty and messy spot  Maintain smile and eye
 Start on the left side of the guest and use your right hand to begin contact
crumbing the table section by section in front of each individual guests, - Salt and pepper must be
allowing the crumbs to fall onto the side plate cleared after main course
 Hold the side-plate in your left hand at slightly below of the table, - Crumbs should not fall on to
 With a simple stroke, motion from right to left, holding the moist cloth the guest or floor
at a 45 degree angle and the side plate positioned at the edge of the table - Ensure table mats will not
 Walk away and thank the guest when crumbing is completed move from their location
- Use a clean side plate
each time when
crumbling a new table
 Trainer to
demonstrate:
- How to crumb a table after a
meal
- The correct posture to stand
when crumbing a table
- Stress importance of
crumbing a table
SOP Title: How to offer and serve tea or coffee?

this SOP:
Related Documents:
Procedure Remarks
 After ordering dessert, ask guests if they would like to have coffee or  To stress on product
tea. Up-sell on after dinner drinks to go with the coffee / tea at the knowledge: types of coffee /
same time tea available and the terms for
 Take the order and repeat it to ensure that it is correct the different types. (e.g.
 Prepare the mice-en-place to go with the beverages according chamomile tea, mint tea etc.
to guest requests and espresso, cappuccino,
etc.)
- Sugar (white / brown / sweetener)  Involve the trainees in role
- Hot or cold milk, cream plays about tone of voice
- Accompaniments like cookies / lemon slices  Emphasize on need for
 Place coffee / tea on a tray, with the saucer and teaspoon pointing 4 consistency
o’clock by the side of the cup. If more than 1 cup of coffee / tea is  Stress on the needs to check
ordered, stack the saucers one on top of another orders
 Check beverages against the order to ensure that they are correct  Show trainee the positioning
 Walk towards guests' table and serve beverage. To serve, place the of the teaspoon and cup on
cup on the saucer with the handle at a 4 o'clock position. Position the the saucer.
teaspoon on the saucer, next to the cup, parallel to the handle of the  Always smile when serving
cup at a 4 o'clock position. Serve ladies first, followed by the
gentlemen from the right side of the guest
 Say to guest, “Enjoy your coffee / tea” and leave the table discreetly
 The above is not applicable to breakfast service in any of the
outlets
SOP Title: How to present the bills?

this SOP:
Related Documents:
Procedure Remarks
 To demonstrate how
 PLEASE REFER TO THE CASHİERİNG SEQUENCE OF SERVİCE FOR ALL to interpret hand
signals and body
OUTLETS language of guests
 Signal politely to the guest by nodding your head that you are aware when asking for the
of their request for the bill bill
 Go to the system and print an updated bill (2 ply)  Trainer to explain
 Check to ensure that the right bill is given and the total amount is functioning of
correct machine and what
 Place the bill in a bill folder with a pen (with logo) could be the
 While presenting the bill, do not open the bill folder drawbacks of
reprinting without
 Present it on the left side of the guest
control
 Approach guest and present the bill to the host discreetly. Leave and
 Explain to trainee
come back in few moments while guest shall review the bill
what could be the
 Pick up the folder with a smile and thank the guest
result of wrong bill or
 Always Smile incorrect amount
 Present the Customer
Satisfaction card
SOP Title: How to thank guest & bid farewell?

this SOP:
Related Documents:
Procedure Remarks
 Be alert when guest shows signs that they are ready to leave the  Explain difficulties we
restaurant could face if guest did not
 Check to see if guests have paid their bill (for cash payments pay his bill
only)  Emphasize on courteous
 Pull the chair back for guests when they are ready to stand up approach and smile
 Say, “Thank you, it was a pleasure to have you with us and we  Bring forward the
hope to see you again soon” outcome of verification
 Take a quick glance to check if guests have left anything behind  Emphasize on courteous
 Walk a few steps with guests towards the door and say, “Thank approach and smile
you, good bye” Or “Have a pleasant evening”
SOP Title: How to handle cash payment?

this SOP:
Related Documents:
Procedure Remarks
 Payment in local currency (YTL) only. All other currencies must be  Stress on trust and sincerity
exchanged at the Reception. Service Supervisor may go to reception towards guest
with the foreign currency and present the guest the folio for signature  Emphasize on need to be
along with the change responsible and show
 Leaving a cash check/bill open however remains the responsibility of respect to the guest.
the SA involved. If the guest leaves the outlet without settling the  Show helpfulness (One
check/bill, the SA has 4 days to locate the guest before half is settled team one way) and inform
from the Service Associates City Ledger and the other half is from the colleague if you see guest
tip pool leaving
 In order to avoid challenges with this system it is therefore imperative  Count money in front of
that all SA pay close attention to ‘possible walk-out’ guests by checking guest and hand over to
the table for remaining items such as keys, wallet, etc. when the guest guest with folio mentioning
stands up in order to leave the outlet. This is especially applicable when the exchange rate. Always
guests intend to use the restrooms etc. ensure that the currency is
 In order not to embarrass the guest, the following phrase could be used being carried in a bill
to address the customer: ‘Mr. /Ms…, may I place your dish into the folder.
warmer/fridge until you return in order for the food not to get
cold/warm?’
 When guests order food & beverages, the SA must key-in orders into
POS immediately. The bill which is opened must be accurate according
to the appropriate table, seat number and name of SA. This information
will be sent to the concerned department (e.g. bar, kitchen, etc.)
 The check remains open (stored) in the system until the guest requests
for the check
 Should the guest order any additional items, it must be keyed-in again
in the same manner as described above. This is applicable for the same
check number only
SOP Title: How to handle credit card payment?
Department: Food & Beverage Division- F SOP Owner:

&B (Designation) RESTAURANT MANAGER
Who needs to know this Service Associates, Supervisors, Managers.
SOP:
Related Documents:
Procedure Remarks
 Leaving a check/bill open remains the responsibility of the Service

Associate involved. If the guest leaves the outlet without settling the
check/bill, the Service Associate has 4 days to locate the guest before
half is settled from the Service Associates City Ledger and the other
half is from the tip pool
 Leaving a cash check/bill open however remains the responsibility of
the SA involved. If the guest leaves the outlet without settling the
check/bill, the SA has 4 days to locate the guest before half is settled
from the Service Associates City Ledger and the other half is from
the tip pool
 In order to avoid challenges with this system it is therefore imperative
that all SA pay close attention to ‘possible walk-out’ guests by
checking the table for remaining items such as keys, wallet, etc. when
the guest stands up in order to leave the outlet. This is especially
applicable when guests intend to use the restrooms etc.
 Should all the above be avoided, the form of credit card payment
eases the process. If the guest agrees to present the credit card to ‘run
a tab’, the same can be kept as a guarantee beside the POS station. In
this case the SA will then inform the guests that it will be kept until
the end of each visit. The guests can be told that this will reduce the
time to process the check. Please ensure that the credit card is kept
secured in the cash register drawer with a paper wrapped around it
(secured by a plastic wrap) that states the table number of the guest.
 When guests order food & beverages, the SA must key-in orders into
POS immediately. The bill which is opened must be accurate
according to the appropriate table, seat number and name of SA. This
information will be sent to the concerned department (e.g. bar,
kitchen, etc.)
 Should the guest order anything additional, these items must be keyed
in again in the same manner as described above. This is applicable
for the same check number only
 When guest requests the check, one information/signage-print ONLY
is permitted. SA is allowed to print one more copy if required and any
additional print-outs require the authorization of the SM. This print-
out is to be presented to the guest.
 When the guest is ready to leave/pay, the card is found by comparing

the table number with the paper, wrapped around the credit card, in
the cash drawer. The above-mentioned information print-out can now
be presented. If the guest agrees, the check is closed with the credit
card & authorization is obtained through the appropriate credit card
machine. The sales slip, credit card and one of the 2 final closed print-
outs are brought to the guests to be signed. Please remember to verify
the signature match
 The guest must agree that the credit card is his/her when the server
brings it over
 The SA will take one copy of the sales slip and the guest will receive
his/her copy along with the card and the closed check receipt
 If the guest mistakenly leaves behind the credit card, the information
will be written in the logbook
 The credit card, sales slip and the check/bill will be brought to the
Duty Manager and are to be kept until the guest comes to pick up the
card
SOP Title: How to handle in-house guest payment?

Who needs Service Associates, Supervisors, Managers.
to know this
SOP:
Related
Documents:
Procedure Remarks
 Leaving a check/bill open remains the responsibility of the  Emphasize on the

Service Associate involved. If the guest leaves the outlet needs to be responsible
without settling the check/bill, the SA has 4 days to locate and show respect to the
the guest before half is settled from the Service Associates guest
City Ledger and the other half is from the tip pool  Show helpfulness and
 In order to avoid challenges with this system it is therefore inform colleague if
imperative that all SA pay close attention to ‘possible walk- you see guest leaving
out’ guests by checking the table for remaining items such  Demonstrate through
as keys, wallet, etc. when the guest stands up in order to role plays on situations
leave the outlet. that often occur in
 This is especially applicable when guests intend to use the restaurants
restrooms etc.  Explain how
 Our in-house guests will identify themselves with a room- recognition plays an
card or we will know them by name, the process of the important role during
above-mentioned is simplified service
 DAY-TIME SEQUENCE:  Stress on essential
 If this sort of payment is applicable, the SA brings the steps to follow for in-
information bill to the guest for approval. The guest must house guest payment
give his/her name, signature and room number at the In this case, the guest charges all
bottom of the information print-out. The same is attached his/her expenses to his/her room
to one of the 2 copies of the final closed bill from In frasis. because he/she is a hotel guest
The guest also receives his copy of the closed bill/statement 
as there is no copy kept at the Reception for control purpose  Explain clearly the
when the guest is checking out relation between the
 When closing the bill, the room number of the guest will POS and Fidelio
be entered into the POS system. The POS, interfaced with  A new check with new
Fidelio will bring up the name of the guest that is tally with signature and printed
the name written on the check. Only under this one name is required for
condition, the check may be closed to the guest’s room additional items
ledger  Emphasize on the
 No additional items can be added to a check once it is needs to show respect
closed to guest and colleagues
 An in-house guest who has not had his room assigned yet  Advise SA on risk
must be approved by the Duty Manager. The guest will involved in writing on
leave his/her signature, name and room number that has guest’s behalf
been blocked  Stress on essential
 Although it is a part of Queen Palace’s philosophy to assist steps to follow for in
guests with every matter in order to make their stay as house guest payment
comfortable as possible, the SA are not permitted to write when system is off-line
the name or the room number of the guest on the bill as it
is part of the verification process for payment
 Emphasize on the
needs to show respect
to guest and colleagues
 In this case, the guest
charges all his/her
expenses to his/her
room because he/she is
a hotel guest
 NIGHT-TIME SEQUENCE:  Offer assistance to guest

 If this sort of payment is applicable, the SA brings the and ensure follow up.
information bill to the guest for approval. The guest must
put his/her name, signature, and room number at the bottom OFFLINE ROOM CHARGE:
of the information print-out  1st copy of open check to GSM
 Since the system will be ‘off-line’, no guest checks can be  2nd copy of Open check with 2nd
closed in the POS system copy of closed check attached
 In this case, when closing the bill, the signed information with Cashiers report at Shift end
print-out must be taken by Duty Manager as he will post it  1st copy of closed check attach to
manually into the system. A manual ‘closed check’ will be offline summary report
passed to the SA which must be attached to the Cashier
Summary. Only if the signature of the guest matches with  Advise SA on risk involved
the signature on the registration card, the check may be in writing on guest’s behalf
closed to the guest’s room ledger
 No additional items can be added to a check once it is
closed off
 An in-house guest who has not had his room assigned yet
must be approved by the Duty Manager. The guest will
leave his/her signature, name and the room number that has
been blocked
 Although it is a part of Queen Palace’s philosophy to assist
guests with every matter in order to make their stay as
comfortable as possible, the SA are not permitted to write
the name or the room number of the guest on the bill as it
is part of the verification process for payment
SOP Title: How to handle city ledger payment (personal & company account)?

to know this
SOP:
Related
Documents:
Procedure Remarks
 Leaving a check/bill open remains the responsibility of  Emphasize on the needs to

the Service Associate involved. If the guest leaves the be responsible and show
outlet without settling the check/bill, the SA has 4 days respect to the guest
to locate the guest before half is settled from the Service  Show helpfulness and
Associates City Ledger and the other half is from the tip inform colleague if you see
pool guest leaving
 Since the signing privileges for city ledger accounts and  Stress on importance of
officers checks are only extended to specific managers, recognition so as to enable
owners and very regular customers of the hotel, the SA to identify guests
above-mentioned is however very unlikely to occur and entitled for city ledger
can be easily rectified  (E.g., Discounts should be
SEQUENCE: given to people who are
 When the guest is an internal customer (manager, owner entitled for it before
or very regular customer), the charges applicable will be proceeding with city
closed off to a ‘house-charge account’ ledger posting)
 At this point, when the SA brings the information print-  Stress on need to be
out to the ‘manager’, write down his/her name and add precise
the signature  Emphasize on fact that SA
 The check will be closed in the POS system is not allowed to write
City Ledger : down name of guest
 Guest = 1st copy of closed check  Name and signature should
 Cashier = 2nd Copy of closed check with 1st & 2nd copies of open be clear
check attached to cashiers report at shift end  Make sure the charges are
correct and accurate before
closing up
 Check whether
information is correct
before closing to POS
 Name and signature should
be clear
SOP Title: How to change flowers?

this SOP:
Related Documents:
Procedure Remarks
 Fill out a flower requisition form 24 hours in advance  Demonstrate the process
 Forward the flower requisition forms to the Executive step by step on how to
Housekeeper change flowers
 Florist will issue the new and fresh flowers to the requisitioning  Point out responsibility
outlet the following day involved in a signature
 SA to sign the requisition if order is as requested  Emphasize on money
 Place flowers in the fridge to keep them fresh invested daily and why
 Discard old flowers they should be kept
 Empty water from vase into the wash sink carefully
 Send vases for washing through dishwasher  Do not misplace or misuse
 Collect vases from dishwashing area after they are washed the flowers
 Allow vases to cool and wipe them with a dry cloth from the  Make sure water is not
outside spilt on the floor (slippery)
 Have vases ready for use on the side-station  Explain how cleanliness
 Filled vases with tap water till ¾ full reflect image and quality
of service
 Insert flowers into vase
 Remind the SA that stem
 Fill one vase at a time as needed to ensure long life for flowers
needs to be trimmed to
 After the vase is filled with water and flower, proceed to the tray
allow a better flow of
/ trolley / table
oxygen
 Trainer to explain the cost
factor of flowers being
wasted
SOP Title: How to count and exchange linens?

this SOP:
Related Documents:
Procedure Remarks
 All linen is to be picked up from the Laundry/Housekeeping for the  Explain what could be the
exchange on the basis of established par-stocks consequences of not
 It is the responsibility of the Service Manager to ensure all items are free sending linen to
from food particles and food stains, wine stains etc. which are to be housekeeping on every
brought to the attention of the Laundry SA shift and misuse of linen
 Gather all soiled linen on the area where the manager has designated  Ensure that linen exchange
(linen trolley) time-table is followed
 Shake all food particles and bundle the napkins into tens to facilitate the  Emphasize on the need to
counting be specific and precise in
 Service cloths, wiping cloths and tray linen should be separated and order to facilitate work
placed in separate bags flow
 Place all soiled linen into trolley and hand it over to housekeeping  Discuss about unusual
 Record the number of linen being returned to housekeeping places where linen could
Linen which are damaged should be recorded and handed over to be found
housekeeping  Stress on the need to
respect working
environment
 Explain how overloaded
trolley could be difficult to
manipulate, causes injury
and damage the trolley
 Ensure that anyone could
follow up through clear
and accurate information
SOP Title: How to prepare and refill salt & pepper shakers?

this SOP:
Related Documents:
Procedure Remarks
 Collect all the salt/pepper shakers on a tray from the back  Emphasize on the need to
station, store and the tables use a tray
 Separate and differentiate the salt & pepper shakers (salt has one  Explain how to separate
hole and pepper has 3 holes) so as to make it easier for refilling salt and pepper shakers
 Remove the bottom part and empty the salt & pepper into  Situation where shakers
separate plastic container are still in good condition
 Send all shakers to the dishwashing area without the plastic caps but caps cannot be found
at one time and check whether they are dry before refilling  If same funnel is used for
 Use a funnel to fill the salt & pepper into the respective shakers, both make sure it is
filling them ¾ full (¼ of the quantity of the salt should be rice washed and dried
grains)  Discuss about experience
 Ensure that shakers are functioning by shaking a bit on a side where guest was
plate desperate to get the salt
 Wipe off spillage (if any) and make sure it is clean and had to ask for a new
 Place salt & pepper shakers on all tables and leave the rest as shaker
back up in the side station or store  Stress on importance of
 having a clean working
environment
 Importance to check that
shakers are free from
humidity
SOP Title: How to clean and dust a chair?

this SOP:
Related Documents:
Procedure Remarks
 Obtain the duster or brush from the side station  Explain to trainees that if
 Pull the chair out (or table to get to the sofa seating if applicable) the table should be too
 Dust the chair from the top then to the seat and the side heavy for one person, a
 Use a moist cloth to clean stains on chairs second SA should be
 Push chair (table) back to respective area called for assistance
 Beware not to make any noise when lifting chairs and tables  Emphasize the importance
 Do not slide them on the floor as these may result in scratches of having a clean chair for
guest to use
 Show staff the correct
seating alignment
 Emphasize that dusting
must be done before
operation hours and not in
the presence of guests
 Ensure that movements are
not too fast as this would
spread the dust in
uncontrollable directions
SOP Title: How to wash and sanitize a table?

this SOP:
Related Documents:
Procedure Remarks
 Prepare in the back of the house, 2 pails of warm water (1 with  Emphasize the importance
cleaner liquid), sponge and 2 pieces of clean & dry towels of taking care of our
 Add a dash of air-freshener into the pail of water without the equipment
cleaner liquid  Stress on dosage, cost
 Put aside one piece of dry clean cloth control & wringing
 Bring out the pails of water from the back of the house area to  Sponge must be clean &
the side station and prepare to wash the tables moist (not too wet)
 Remove the table setting of the desired table that should be  Ensure dry cloth is clean
washed (this includes the floral arrangements & salt/pepper and changed once wet
shakers)
 Rest the tray with the settings temporary on the jack stack while
cleaning the table but ensure that items are secured to avoid
breakages
 Use a sponge with surface cleaning liquid to wash table
 Use 1 towel, rinsed in water with air-freshener, to wipe off the
surface cleaning liquid on and around the table
 Use dry cloth to wipe-dry the table
 Transfer the table setting and centerpieces back to the clean
table and ensure that the centerpieces as well as floral
arrangements are wiped clean and in the correct location
 Repeat the same steps on the next table
SOP Title: How to exchange an ashtray?

this SOP:
Related Documents:
Procedure Remarks
 Check the tables from time to time while carrying a service tray  Ashtrays must be replaced
with ashtrays after 1-2 butts of cigarette
 Approach the table on the side where it is least obtrusive to the depending on outlet
guests and quietly cap the dirty ashtray and replace it with a new  Ashtray must be clean, dry
one and not chipped
 Gently put back the new ashtray right on the same spot where  Do not change the location
you took the dirty ashtray of the ashtray.
 Do not change the ashtray if there’s a cigarette on the ashtray.  The guest decides where
 Do not ask the guest to take his cigarette away nor touch his to put his ashtray for his
cigarette. own convenience
 Emphasize on need to be
observant but discreet
SOP Title: How to serve cigar?

this SOP:
Related Documents:
Procedure Remarks
 Show the cigar menu to the guest (if available) or invite guest to see the  Cigars should be stored
humidor box below 24° (ideally 20° -
 Present the cigars to the guest by explaining to the guest of the cigar 21°) and 70% humidity.
available  For long-term storage,
 After the guest had selected the preferred cigar, the next step is to keep the cigars in original
“service it”. Check for correct condition first cedar boxes, as its flavors
 Cigar cutter, cigar ashtray and a side plate is needed in servicing the cigar will be mixed with the
 Approach the guest and offer the service with “May I cut the cigar for other cigars being stored in
you Mr. / Ms…?” the humidor. The cigars
 Ask the guest how he/she likes the cigar to be cut. Small, medium or kept in perfect condition
pierce. will age up to 10 years or
Take the cigar with the cutter show him the area that you are about to cut older
and after he agrees, continue the cut. Only touch the cigar on the label and  Even though the cigar
below, not beyond it as the guest will put it later into his mouth. menu is very convenient
 operationally it does not
really have an impact on
up-selling as physical
appreciation by the guest
 Some guest prefer to cut
and light their own cigars,
so let them do it
themselves if desired
 Trainers please show
example of cuts to the
service staff by using the
training cigars as showing
them the actual way
through visual and
physical actions for better
understanding
SOP Title: How to set up appropriate food condiments?

this SOP:
Related Documents:
Procedure Remarks
 Obtain order slip / order pad  Trainer to show how a

 Check for table number and ensure with table plan that the table – plan is read
correct table is being set  Emphasize on attitude and
respect of our equipment
SIDE STATION PREPARATION
 Stress on the need to be
 Obtain a tray, proceed to do the side work preparation according
precise
to the order sheet
 Stress on the importance
PREPARE CONDIMENTS
of politeness and courtesy
E.g. Fried noodles:
 Ensure consistency
 Sliced green chili with Soya sauce in a sauce dish
E.g.: Hamburger:
 Tomato ketchup and chili sauce in sauce dish on an Espresso
saucer with a Demitasse spoon
 Proceed to table and set condiments according to order slip and
seating plan
 Make presence felt when doing service, say, "Excuse me, may
I?"
 Always ask the guest if they wish to have anything else other
than the condiments set on the table..
 Thank guest and walk away from table
SOP Title: How to use a tray?

this SOP:
Related Documents:
Procedure Remarks
 Use the appropriate size of service tray for picking up and serving food  Give examples on
& beverages incidents which could
 Distribute the weight well and keep the heavy ones in the middle of the occur if using wet or
tray inappropriate tray size
 Announce your presence to a colleague when you are carrying a tray and  Organize tray competition
his back is against you. (Example: Excuse me, behind you, please.) and allow the SA to get
 Trays are also to be used to transport cutleries and glasses from one more practice
station to another  Emphasize on risks of
having accident if
presence is not notified
 Explain how useful trays
are as a means of transport
and make service quicker
SOP Title: How to do All-Day setup (Lunch & Dinner)?

this SOP:
Related Documents:
Procedure Remarks
 Check table for cleanliness, alignment, scratches, burn marks, chewing  Clean cloth must be
gum, etc. used for wiping table
 Check table top setting in accordance to the standard in place. and ensure that table is
 Water tumbler (1 per person) clean as per the
 Napkin (1 per person) implemented standard
 Dinner knife (1 per person)  All cutleries must be
 Dinner fork (1 per person) dry and free from
 Flower pot stains
 Ashtray (in smoking area)  Napkins & table
 Salt & pepper mills runners must be free
from stains and no
 Check chairs or bench for cleanliness.
holes
 Chairs, tables and benches must be properly positioned.
 Check on chinaware
 Collect operating equipment from side-station and assemble on a clean
and ensure that it is not
round service tray.
chipped and clean
 Check OPEQ set-up according to standard in place.
 Tray must be dry and
 Collect table mats from side station.
clean
 Place table mats on clean table.
SOP Title: How to brew hot beverages?

this SOP:
Related Documents:
Procedure Remarks
 Ensure milk pot is clean before usage.  Explain how tainting

 Use flask allocated for milk drinks only. could affect taste of milk
 Add required amount of the drinks’ powder – Chocolate/  Stress on the fact that
Horlicks/ etc (3 teaspoon for 1 pot). using more powder will
 Add a little hot water into powder and stir. not necessarily make the
 Add fresh milk till the rim of flask final product better
 Heat beverage using the steamer until beverage is steaming hot.  Explain how to check
 Wipe the outside of milk pot to ensure no overflowing of milk quality of milk
during the steaming.  Avoid badly burnt injuries
 Wipe steamer clean after steaming  Explain why they should
than using a dry one
having a safe and clean
equipment and working
environment
SOP Title: How to prepare iced beverages?

this SOP:
Related Documents:
Procedure Remarks
 Get the designated glass for the iced beverage you want to  Emphasize on the needs to
prepare. have proper product
 Put 3 or 4 ice cubes inside the glass. knowledge and pay
 Pour the drink ordered into the glass over the ice cubes. attention to details
 Stir the drink well using the “Long stirrer bar spoon” so that the  Explain how too much ice
drink is chilled. cubes may affect taste of
 Garnish the glass accordingly as per the standard. the beverage and guest
 Serve with straw & stirrer depending on type of drinks. would return the drink
 Place the glass on the coaster to the right hand side as per the  Point out what could be the
SOP. consequences if you
cannot provide a guest
with his favourite cocktail
and you are constantly
changing the look
 Explain and discuss how
to keep the straws.
Examples: - Soft drink:
Straw
SOP Title: How to setup the table?

this SOP:
Related Documents:
Procedure Remarks
 Check the table for cleanliness.  Explain why they should

 Check chairs for cleanliness. Chairs must be properly positioned. start cleaning from top
 Collect operating equipment and assemble on a clean round/oval service  Use clean cloth to handle
tray. clean equipment and
 Hold tray of operating equipment on left hand. ensure it is handled with
 Double check whole mice-en–place to make sure nothing has been care.
missed out  Remind SA of the cost
involved in all equipment
used
 Ensure set up is done
according to set standard
 Tray must be dry & clean.
 All cutleries and glasses
must be dry and free from
stains. Placemats and
napkins must be free from
holes and clean
SOP Title: How to setup a bar?

this SOP:
Related Documents:
Procedure Remarks
 Collect the keys from the security to open the bar shelves and  Emphasize on the needs to
set up bar display. anticipate and proper
 Check whether all bar fridges are functioning properly and take handling of equipment
necessary measures if not functioning.  Be proactive and
 Display liquors with labels facing out. organized
 Check availability of bar equipment such as: Strainer, stirrer,  Explain how important are
shaker, coasters, etc. the garnishes, how they
 Arrange and store all the beer glasses carefully inside the fridge. enhance our drinks and
 Prepare and align the other bar glasses in a safe corner as per how it influences the guest
standard. first impression
 Pick-up the fresh fruit juices from the kitchen as per the set order  Discuss about cost
 Check the condition of garnishes for freshness and condition garnishes and ways to plan
and store it at the right temperature as per Hygiene system and save
 Prepare all beverages’ garnishes  Stress on the importance
 Check the bar list in case there is any unavailable item of having a neat and clean
bar shelf
 Explain why labels should
be facing out
 Role play to help them
understand what would
happen if they are not
organized
SOP Title: How to pour beer from tray?

this SOP:
Related Documents:
Procedure Remarks
 You should have one beer glass and one opened beer/can left on  Demonstrate and get them
your tray. Place the beer glass on a 9:00 o’clock position on your to practice for better
tray. Shift your left hand over to the left beneath the tray. balance
 With the glass and tray tilted bring the can/bottle with your hand  Explain how important it
to the glass and slowly begin pouring to minimize foam. is to pay attention to
 Slowly pour the beer down the opposite wall of the glass details
watching the glass at all time.  Stress on importance of
 When the glass is ¾ full straighten the tray and glass to a vertical assisting the guest
position, and then fill the rest of the glass.  Glass must be clean, free
 When the glass is full, place the glass down with your right hand from finger prints,
on the guest right side, if there is any beer left in the can/bottle lipsticks or chips
place it on the right side of the glass.  Do not allow the bottle to
 Once bottle is empty, seek guest’s permission, remove touch or mash to the glass
immediately and suggest guest to have another beer or rim
alternative depending on guest’s wants  Control the foam
SOP Title: How to brew tea?

to know this
SOP:
Related
Documents:
Procedure Remarks
illustrations)
 Check the pot and ensure it is clean inside and outside before  Emphasize on the need to
usage. check pots before service
 Use the pot allocated for tea only. starts
 Add required amount of loose tea leaves as applicable for the  Explain how tainting
pot due to different sizes. (e.g. Jasmine Tea, Earl Grey Tea, etc) could affect taste of milk
 Add hot water to the leaves  Stress on the fact that
 Wipe the outside of the pot to ensure no overflowing using more loose tea
of tea spilled leaves will not make the
 The tea is ready to be served. final product better
 Get ready petit fours trolley to offer guest some  Explain why they should
accompaniments while serving tea use a damp cloth rather
than using a dry one
having a clean equipment
and working
environment
SOP Title: Candle Maintenance
Department: Food & Beverage Division- F & B SOP Owner: CEVDET YILMAZ

this SOP:
Related Documents:
Procedure Remarks
 Before light the candles

 We need oil TBD, Candle holders TBD, Round beverage service tray check they are new & in
We prepare the candles during the mise en place time good condition.
We prepare the candles pour a small amount of water into the bottom
of the candleholder place the candle in the candleholder with the  If candleholders are well
wick facing upwards (TBD). polished & free from any
 We light the candles moments before we open the doors for the start chips or cracks.
of evening service
 We replace the candles: Approach the table, excusing yourself to the
guests.  The wick does not get
Pick up the candleholder from the table & place on your tray. covered with water.
Place the new candleholder in the centre of the table.
Leave the table.  Before close the
 We clean the candle holders: At the end of the dinner service period restaurant check candles
Tip the candle holder upside down removing the water have been blown out.
Carefully remove any set wax with a knife
Using damp condemned cloth wipe over the candleholder.  All candle material must
keep cool and dry place
SOP Title: How and when to carry glasses without try?
(Designation)
this SOP:
Related Documents:
Procedure Remarks
 Keep in mind during service we always carry glasses with a tray.  Our hands are clean &
 When we are setting the restaurant or bar out of the operating dry.
hours. You can carry glasses by hand as below.
 W İNE GLASSES :
Turn the wine glasses upside down & place in your right or left  Ensure the glassware is
hand sparkling clean & free
Place the stems of the glasses between your fingers from any chips or cracks.
 O THER GLASSWARE :
When carry by the base with one glass in each hand
Do not carry more than 4 glasses same time.
Handle very carefully
Always double check that there aren’t any guests in the restaurant
or bar.
SOP Title: How and when to carry glasses without try?
(Designation)
to know this
SOP:
Related
Documents:
Procedure Remarks
 Keep in mind during service we always carry glasses with a tray.  Our hands are clean & dry.
 When we are setting the restaurant or bar out of the
operating hours. You can carry glasses by hand as below.
 W İNE GLASSES :  Ensure the glassware is

Turn the wine glasses upside down & place in your right or sparkling clean & free from
left hand any chips or cracks.
Place the stems of the glasses between your fingers
 O THER GLASSWARE :
When carry by the base with one glass in each hand
Do not carry more than 4 glasses same time.
Handle very carefully
Always double check that there aren’t any guests in the
restaurant or bar.
SOP Title: How to check guest satisfaction ?
Department: Food & Beverage Division- F & SOP Owner: RESTAURANT MANAGER
B (Designation)
this SOP:
Related Documents:
Procedure Remarks
 It is very important checking the guest if they having enjoyable

experience
Our duty to ensure guest satisfied with meal or drink.
We ask within 5 minutes they start to have meal or drink
 When approach the table. Ensure good body posture, Maintain good  Always smile as you mean it.
eye contact.
 Always use standard phrases we use. Excuse me Mrs XXX, are you
enjoying your XXXX?”
We can some time recognise un satisfied guest as below
 If guest is looking around the restaurant/bar for attention,
 If guest is not eating their meal or drunk their drink.
 If guest has pushed their plate aside
 When the guest talks, listen
carefully, maintain good
 What we say when guest has been dissatisfied
eye contact, nod for
 Apologise to the guest & thank them for their comment
understanding.
 Inform your Manager as soon as possible
W HEN YOU RECEİVE POSİTİVE COMMENTS FROM YOUR GUEST
 Thank the guest for their
comments.
 “Thank you very much for your compliments Mrs XXX, I will
pass them onto the chef”
SOP Title: How to handle cloaking duties?
Department: Food & Beverage Division- F & B SOP Owner: RESTAURANT

(Designation) MANAGER
this SOP:
Related Documents:
Procedure Remarks
 A Cloakroom is an area where the guest’s belongings can be stored safely  Umbrella, Jacket, Bag
and securely away from the restaurant and bar.
 Cloak room equipments are:

Number Tags
Coat Hangers
 Storage (location)
Tags- in the Reception Desk
Hangers- in the Cloaking Area
 Receiving the Item from the Guest

“Good morning/afternoon/evening Sir/Madam, May I look after your  Smile as you really
mean it
belongings for you?” Are there any valuables that you would like to keep
 We ensure handle the
with you?” When there is 1 Staff at the hostess desk, Cloak the item after items carefully & with
respect.
the guest has been seated.
W HEN THERE ARE 2 S TAFF AT THE HOSTESS DESK , 1 S TAFF CAN

CLOAK THE İTEM WHİLE THE OTHER S TAFF İS SEATİNG THE
GUEST .
 R ESTAURANTS & B ARS  Cloaking more than 1

Count the items to be cloaked Verify quantity of items with guest, Place one number tag with item for a guest
the item and keep matching number tag, Record the tag number and number of items next Verify quantity of
to the guests reservation and circle. items with guest
Issue 2 or more number
 Delivering the Tag to the Guest tags, place each tag
Approach the guest from right hand side when appropriate, excuse with each item & keep
yourself to the guest and place number tag on the table matching number tags
We say, Excuse me Sir/Madam, here is your tag for your cloaked item” Record all the tag
numbers and number
 Retrieving the cloaked item of items next to the
guests reservation
When the guest is leaving the restaurant
and circle.
Upon guest request
We need to Collect the tag from the guest before retrieving the item
We say “Excuse me Sir/Madam, may I please collect your number tag?”
 What happens when the guest has misplaced the tag?

Check the guest’s reservation to see the recorded tag number
Collect the cloaked items for the guest  We must ensure
If no reservation, ask the guest to provide a description of the item
That the number tag
given to the guest
matches the number
tag with the cloaked

items.
Handing the Item to the Guest  Place 2 or more number
Handle the items carefully tags with the items
With multiple items, check to ensure the number cloaked at the Place the same
beginning is the same as returned to the guest numbered tags in an
We say “Sir, Madam, your (use name of item)” envelope & hand
We must ensure That the guest receives all items directly to the guest
 Smile as you really

mean it
 Bid the Guest Farewell
“Thank you, enjoy your day / evening”
“It’s my pleasure Sir/Madam”
“You’re welcome Sir/Madam”
 A bag & a jacket & a

wet umbrella
 Checking the cloakroom  Each Restaurant / Bar
Check to see all items have been collected has their own
Consolidate number tags so they match up in pairs designated area
SOP Title: How to handle a guest compliment or complaint?
Department: SOP Owner: RESTAURANT

Food & Beverage Division- F & B (Designation) MANAGER
Who needs to know Service Associates, Supervisors, Asst Managers.
this SOP:
Related Documents:
Procedure Remarks
 Ensure good body posture

 We approach the guest Smile as you really mean it. with good eye contact
We say to guest My name is XXX. I am Manager of XXX,  Listen to the Guest very
How may help you? carefully and show to interest
 We wait to Guest has finished talking before we respond to the  Maintain good eye contact
Guest ’’Thank you very much for
 Thanks to Guest for their compliments your compliment XXX, I will
pass them onto the chef
 Show concern and Apologise
 Listen very carefully to all that the Guest is saying and Focus to the guest
on the issue that the guest is raising  Call the Asst. Manager of
 Inform your Manager as soon as possible Food & Beverage
 I would like to offer

 Say to the guest your apologies you ...XXX with my apologies
 Thank you very much XXX, I

 Thank to guest for positive comment taking the time to provide look forward in seeing you
us with their feedback again soon
 Thank you XXX for bringing

 Thank the guest for bringing the complaint to your attention this to my attention I will
address the situation
immediately
 We bid farewell to the guest, smile as you really mean it  Establish the reasoning for the
complaint
 Management speak with the guest directly  Handle the situation with the
guest appropriately
 Communicate with the employees associated with the complaint

to avoid any repeat events
SOP Title: How to handle a guest that does not comply with the dress code?
Department: SOP Owner: RESTAURANT MANAGER

Food & Beverage Division- F & B (Designation)
this SOP:
Related Documents:
Procedure Remarks
 Our dress code for our restaurants/bar Sleeveless shirts,  Smart casual
Slippers, Running shorts, Sport shoes
 All guests not meeting the dress code are informed kindly and  ‘‘Sir, we are terrible sorry we
respectfully have a dress code policy in
 The GSO, Manager or Asst. Manager politely explain to the our restaurant/bar and do not
Guest that we have a dress code policy allow open sandals /etc’’
 Take special care and consideration when discussing dress code  Mr. XXX would you mind
with a guest changing your shoes. I will
 We offer the guest in their room change or dine to in other hold a table for you and have
restaurant or bar your drinks ready on your
return? Mr. XXX, May I
arrange for you a table in
XXX restaurant/bar
 Mr. XXX Thank you very
much for your understanding
 Maintain good eye contact, Speak clearly and Politely at all
times
SOP Title: How to prepare soft drink?

this SOP:
Related Documents:
Procedure Remarks
 We need to glassware sparkling clean free from chips and cracks  A highball glass
 A round beverage service
tray
 If a silver tray is used
ensure a tray mat is
 The ice scoop is clean and in good condition placed
 Using ice scoop, place 4 ice cubes in the glass  A glass jug
 An ice scoop
 The bottle or can is clean and good condition
 Keep equipment clear
 Place the wedge on top of the ice cubes or on the glass and good condition
 Place the highball glass, glass jug, soft drink bottle or can and  A lime wedge not for
coaster on the round beverage service tray Fanta
 At the Banquets soft drinks poured from the bottles or can in back
of house areas before presenting to the guest
SOP Title: How to assist a guest that is feeling unwell?
(Designation)
this SOP:
Related Documents:
Procedure Remarks
illustrations)
 We need to approach the guest as soon as you notice the guest
is unwell  The form is then circulated to:
 Who sees that the guest is feeling unwell need to say to “Mr. Food & Beverage Office
XXX are you feeling alright?” Assistant Manager Front
 We can offer the guest to take a quiet area of the restaurant Office / Night Manager Front
 We need to inform the manager to approach the guest, offer Office
their assistance and take control of the situation Security
 We can offer the guest a glass of iced water.  The form need to be filed for
 For an extremely unwell guest the manager can ask them future reference
if they feel they need to go to the hospital
 We need to ask the guest who is dining on their own if
there is anyone they would like us to contact for them
 We need to Fill out an incident report form when the
guest has left the restaurant
SOP Title: How to change a tablecloth in view of a guest??????TBD
(Designation)
this SOP:
Related Documents:
Procedure Remarks
 Ensure no food or any other items left on table cloth

 Fold the soiled tablecloth lengthways into 3 section, fold in half and  Our hands should be clean
remove from the table & dry
 Check the condition and cleanliness of the white moulton underneath the
table  Check the positioned and
cleanliness of the chairs
after change the table cloth
 We need to ensure that we get correct size, clean, free from holes or tears
and well ironed table cloth  Ensure the clean tablecloth
 Follow the table cloth changing procedure as below: is positioned evenly
 Place your thumb & index fingers between the top 1 st fold
 Turn your hands upside down ensuring your thumb is closest to the table
 Place your index & pointer fingers between the 2 nd fold
 Hold the clean tablecloth & lean over the table with the free part of the
tablecloth hanging
 Release the 1st fold from your fingers
 Gradually move the table cloth toward you & once you are in the middle
of the table release the 2nd fold until the tablecloth is neatly positioned
on the table
SOP Title: Changing an ashtray
(Designation)
this SOP:
Related Documents:
Procedure Remarks
 We need to keep ashtrays always clean as possible.  When the meals are
 Cigarette ashtray Procedure as below. presented the ashtrays are
Smile as you really mean it, from the right hand side of the guest, space clean
permitting.
“Excuse me Sir/Madam” hold the tray in your left hand, place 2 clean
ashtrays on the tray side by side, Pick up the clean ashtray in your
right hand, place the clean ashtray directly on top of the soiled ashtray
 As soon as there is 1
on the table. In one smooth motion pick up the 2 ashtrays from the
cigarette butt or any
table & return to your tray.
rubbish in the ashtray we
 Cigar ashtray has different procedure please follow as below. Take the need to change ashtray
clean ashtray from your tray & place on the table, hold the tray in your
left hand, Approach the table, excusing yourself from the guest, pick
up the soiled cigar ashtray in your right hand & place on your tray, take
the clean cigar ashtray from your tray & place on the table.
SOP Title: How to decant a bottle of wine?

this SOP:
Related Documents:
Procedure Remarks
 Decanting a wine; separate from any sediment deposited the  “Mr XXX would you like
aging process and to allow to breath in order to enhance it’s me to decant the wine for
flavour you?”
 At the nearest side for the
 The waiter responsible for that wine table
 The waiter need equipment to the decant wine  Decanter, Candle, Waiters
 The waiter use to Candle cloth, Silver coaster
 The light allows you to see
the first signs of any
 Open to old wine or wine with sediment very carefully sediment, at which point
you stop pouring
 Slowly and carefully pour the wine into the decanter  Carry and move to wine
attentively
 We placed to wine bottle on the table on a silver coaster  Concentrate, take time to
decanter correctly
 The table is crowded or
small table put the bottle
 We need to say’’ would you like to taste the wine’’ wine on the nearest
sideboard
 We can say very kindly and
 The wine the folder waiters cloth in your left hand, decanter in exceptional
your right hand offer the host to taste to wine
 Slowly pour the wine in to
 Serve the wine as per. training course ‘’How to present and the glass
serve red and white wine
 Wipe the lip the decanter
with waiters cloths
SOP Title:
HOW TO HANDLE A HİGH CHAİR REQUEST?

this SOP:
Related Documents:
Procedure Remarks
 Approach the guest who has a small child  Politely & Smile as you really mean it
 Collect baby chair. The chair is clean & in good  To ensure hygiene & most importantly safety for
working order. Stand up straight, walking slowly the child
& carefully.
 Presenting the high chair to the guest. Position the  Ensure Safety
chair next to the person who is taking care of the
child. Sir/Madam, May I assist you to place your  The child is safely seated in the high chair
child in the high chair?”
SOP Title: How to handle a request for a vintage that is not in stock?

this SOP:
Related Documents:
Procedure Remarks
 Approach the guest after realising that the wine is out of stock return to  Vintage mean is: the year
the table carrying a wine list in which the wine was
bottled & produced
 Apologise to the guest  Maintain good eye
contact
 Suggest an alternative vintage
 Speak slowly & clearly
 Leave the table and inform The Restaurant Manager or Head Sommelier
 An alternative wine of the
same vintage
SOP Title: How to handle a wine that is rejected or corked ?
this SOP:
Related Documents:
Procedure Remarks
Corked wine
 A diseased cork ruining the flavour of the wine  Understand why wine
 A slightly shrivelled cork that has allowed air to ruin the wine can be corked
 The wine may appear discoloured & will smell & taste very flat, almost
like cardboard
Why guest can reject the wine?

 The wine is corked
 The wine is not to the guests liking, although there is nothing wrong
with the wine
Guest can complaint about wine

B OTTLE
 Once the host has been offered to taste the wine
G LASS
 Once the guest has signalled you to their table
Listen the guest carefully and handle the complaint

 Maintain good eye contact  Smile as you really
 Nod head for understanding mean it
 Show concern  When talking to the guest
 Wait for the guest to finish talking before we respond we never blame anyone,
 Never challenge the guest on their opinion of the wine only rectify the situation
 “Mr XXX I am terribly sorry for the wine being corked. Would you like  Change the guests order
to have a look at the wine list or can I recommend another wine for you? in the micros to reflect the
 The soiled wine glasses are removed & clean glasses are placed on the item they have accepted
table
 Confirm to duty manager who is responsible in rest. or bar
SOP Title: How to handle a wrong guest order?

this SOP:
Related Documents:
Procedure Remarks
 Wrong order
When a guest receives something different to what they ordered
Inform the manager in charge  In order for the Manager
to give recognition to the
guest
 To ensure guest
satisfaction & build
 Handling wrong order guest relations
Approach the guest
Listen carefully to the guest
Find out what is wrong with the order  Smile as you really
Apologise to the guest mean
Take ownership of the wrong order It.
We say, “I am very sorry Sir/Madam, may I replace it for you right away?”  When talking to the guest
we never blame anyone,
only rectify the situation
Collect the wrong order from the guest & return to the kitchen / bar  If the guest doesn’t want
We say“ Mr. XXX, I will deliver your meal/drink as soon as possible” the order replaced
We leave the table by smiling as you really mean it.  Change the guests order
We need to inform the manager in the micros to reflect the
item they have accepted
SOP Title: How to handle difficulties when removing a cork?

to know this
SOP:
Related
Documents:
Procedure Remarks
illustrations)
 The cork will not come out of the bottle

Discretely bring the bottle to the back of house area  Carefully & confidently
Ask a colleague to try to open for you
If not, ask your colleague to hold the base of the wine bottle as  Perform role play what to
do when we face a broken
you carefully try to pull the cork out cork on the table during the
service.
Bring the bottle back to the table
Pour the wine for the host to taste  Never shake the bottle
before
 T HE CORK FEELS AS THOUGH İT İS GOİNG TO BREAK
The service
Stop pulling on the cork
Gently unscrew your waiters friend from the cork
Position your corkscrew in another location on the cork  Always use a professional
Carefully screw in & remove cork from the bottle wine opener.
 T HE CORK HAS BROKEN İN HALF ON REMOVAL
Gently unscrew the broken cork from your waiters friend  Remain calm at all times
Position your corkscrew on the edge of the remaining cork Discretely turn away from
between the glass & the cork the table
Carefully screw in & gently remove the cork If we need to leave the
Check the bottle for any cork sediment table, excuse yourself to the
If there is cork in the bottle, ask the guests permission to guest
decanter the wine. “Mr / Ms XXX, I will be
“Mr / Ms XXX, there appears to be some cork in the bottle, may back in a few moments
I decant the wine for you?”

SOP Title:
HOW TO HANDLE A GUEST THAT LEAVES WİTHOUT

PAYİNG THE BİLL ?
Department: Food & Beverage Division- F & B SOP Owner: CEVDET YILMAZ
this SOP:
Related Documents:
Procedure Remarks
illustrations)
 Inform the Manager as soon as you discover the guest  The guests name
has left without paying
 Refer to the reservation book In order to retrieve the  Telephone number
guest information
 The guests room number if staying in
 The Manager or Assistant Manager contact the guest as house
soon as possible
 I F LATE AT NİGHT , CONTACT THE
 W E NEED TO ENSURE EXPLAİN THE SİTUATİON GUEST FİRST THİNG İN THE MORNİNG
CLEARLY CONFİRM WİTH THE GUEST THE MOST  Settle the bill using the tip money of the
CONVENİENT METHOD OF SETTLİNG THE BİLL department
 Walk in guest keep the bill open until the end of the
service period  Stress to them the importance of
presenting the bills on time & checking the
 T HANK THE GUEST bill folders if left on the table
 S PEAK SLOWLY & POLİTELY
 During your daily briefing alert the staff of

the situation
SOP Title: How to Handle Intoxicated, loud or abusive guest?
MANAGER
know this SOP:
Related
Documents:
Procedure Remarks
Drunk, Load or Abusive guests  We need to dealt with

 A guest has had far too much to drink guest immediately, so
 A guest is raising their voice & causing a disturbance as not to disturb
 A guest is arguing with another guest or is aggressive toward the staff surrounding guests
 The Manager on duty
We need to Inform the Manager needs to approach the
guest immediately &
 As soon as you notice the guests unacceptable behaviour which is address their concerns
disturbing other guests
 We need to call responsible person, when we have difficult situations  Remain calm at all
times
 F&B manager on duty or security  Speak slowly, clearly
& softly
 Maintain good eye
Approach the Guest contact with the guest
 We need to say“ We are sorry Sir, but we don’t feel it is appropriate to  Never directly accuse
serve you anymore to drink” the guest of being
 “Excuse me Mr XXX, out of respect & courtesy for other guests, would drunk
you mind lowering your voice
SOP Title: How to handle items available which are not on the menu?

this SOP:
Related Documents:
Procedure Remarks
illustrations)
 The Assistant Manager or Manager communicates with chef before the  Perform a role play about
service. unavailable items.
To communicate whether any menu items are unavailable & to inform
all staff in the pre service briefing is very important.  It is crucial to check the
We need to ensure all staff are fully briefed as to which menu items, if unavailable items before
the service to avoid
any are unavailable and the suggested any alternative dishes. problems.
 Approach the guest smiling as you really mean it  Take it as an up-selling

opportunity by offering
 We need to inform the guest about the unavailable items when we are rare sold item.
presenting the menu.
“Sir/Madam, I would like to inform you that the salmon is unavailable

this evening. The chef has prepared a grilled swordfish for your
consideration”
 “Mr XXX, the salmon has been very popular this evening, unfortunately
we have sold out. May I suggest the grilled swordfish served with…” or
“would you prefer to select another item off the menu?”
 We need to ensure always we speak clearly & politely offer the guest a
suitable alternative
 To ensure the guest is enjoying their meal & they are happy with your
recommendation is very important for the guest satisfaction.
SOP Title: How to handle liquid, food and broken items on the floor?

this SOP:
Related Documents:
Procedure Remarks
illustrations)
 Most of the accidents occurs near the entry & exit doors to the kitchen  If the accident or spillage
during busy service times occurred during the
 We can prevent most accidents by keeping the floors are clean & dry service it is important to
all items are well balanced on your tray clean up in a very quite
 A round beverage service tray manner.
 Dust pan & broom for items that shatter on the floor  Any damages, stains or
 Condemned cloth to be used to process a cleaning dirts on the guest dresses
D UST PAN & BROOM never offer a guest
 From the stewarding area of your restaurant or bar physical assistance
B EVERAGE S ERVİCE T RAY , C ONDEMNED C LOTH & L ARGE PLATE try to clean the stains with
a napkin or other
 The pantry area materials). Inform your
 We need to make sure the equipment is clean & in good working order superior immediately. So
 We must say to the guest ‘Mr. XXX please accept my apologies we will guest can be offered a free
have this cleared right away” laundry Voucher and
 “I am very sorry for the disturbance Mr. XXX, we will clean this apology by management.
straight away”  Always use the right
 Be aware the guest hasn’t received any stains from the accident equipment for the service.
 Always inform the manager on duty in your restaurant or bar  Never rush yourself
L İQUİD during the service.
 Place the condemned cloth over the spill & remove as much of the
spilled liquid as possible
 If the spill is too large page housekeeping immediately
B ROKEN
 Carefully pick up the larger items in your hand & place on the beverage
service tray
 Using a folded napkin sweep the smaller pieces onto the beverage
service tray
 If out of view of the guest use the dust pan & broom to collect the items
 If the accident is too large page housekeeping immediately
 Always place the “Wet Floor” sign in the area while you are cleaning
 Inform housekeeping of the accident so they can thoroughly clean the
area out of service times
 We place the items in the breakage container in the kitchen area
SOP Title: How to handle liquid, food and broken items on the table?

this SOP:
Related Documents:
Procedure Remarks
 A spilt drink e.g. glass of wine and food dropped from the plate are the  Spillage and breakage can
most common accidents ruin our service quality
 We need a round beverage service tray, clean napkin, clean service plate reputation between the
a clean & damp condemned cloth to clean up the table staying guest and
 We need to say “Mr Lee. Please accept my apologies we will have this potential guest outside the
cleaned up right away” after the accident happened. hotel.
 Remain calm at all times  Spillage and breakage is
 Maintain good eye contact at all times not a good practice for the
 If the guest has received any stains from the accident, offer the guest cost control.
some soda water & clean napkin by saying “Mr. Lee, would you mind  To keep in mind accidents
moving to another table?” if there is a table available can happen in a service
 If there is no available table at that moment, offer the guest a drink at area but to prevent,
the bar while we reset the table for them by saying “Mr. Lee, May I offer minimize and being well
you a drink at the bar while we reset your table?” prepared to these
How to remove items? unexpected situations is
L İNEN S URFACES part of our job. We all
L İQUİD have to know that safety
always first our guests
 Place a napkin on the liquid allowing the napkin to soak up as much and ourselves.
liquid as possible
 To avoid all these
 For a large spill reset the table as quickly as possible breakage and spillage,
F OOD being neat and quiet must
 Use a napkin to pick up the food item & place directly on your beverage be accepted as our
service tray restaurant culture.
 Reset the table where possible  Wipe over the table with a
B ROKEN damp condemned cloth
service tray
 Using a folded napkin sweep the smaller pieces onto the beverage
service tray
G LASS OR WOODEN S URFACES
Liquid
 Wipe the table with a damp condemned cloth removing all the liquid
Food
 Use a napkin to pick up the food item & place directly on your beverage
service tray
Broken
service tray Using a folded napkin sweep the smaller pieces onto the
beverage service tray
SOP Title: How to handle lost and found?

this SOP:
Related Documents:
Procedure Remarks
 Take great care with the item, so as not to damage it  Take great care to the
 Inform The Manager or Assistant Manager of your restaurant/bar item , so as not to
 If the item is very expensive for example a ring, inform the Front Office damage it,
Duty Manager as soon as possible  Inform your manager as
 Refer to the reservation book for the guests contact telephone number soon as possible.
As soon as possible  Refer the reservation
 Check when the guest would like to pick up the item guest would like to pick
 Take the item/s to Housekeeping immediately up the item.
 In the lost & found record book in your restaurant or bar  Record the item lost &
Date found book.
 Which are important
ITEM Date
Item
Time
TİME Found by
Found By Location
Location (Don’t open if it’s wallet)
 Store the item in the housekeeping office located Pass the item to
 Inform the housekeeping department about housekeeping
The name of the guest department, inform them
The date & time the item was found
The table number where the guest may have been seated
 The name of the person who found the item
 Fills out to form
 All the information is recorded correctly
 In the lost & found folder in each restaurant or bar
 In order to maintain a good clear record of the items left behind
 So as to answer any guest enquiries quickly & efficiently
SOP Title: How to handle soiled linen?

this SOP:
Related Documents:
Procedure Remarks
 We use linen trolley which designated for our restaurant

 The trolley should located in pantry area  Place 9 other soiled
 We collect the soiled linen from all the side boards in the restaurant napkins on top of it to
 The allocated staff member separate and count the different types of soiled make 10
linen  1 copy is for the
 We sort the soiled linen in pantry area, ensure the linen trolley is next to restaurant /bar to keep
us & file when collecting
 We need to ensure there is no debris attached (e.g. toothpick, tissue or the clean linen
others) to the soiled linen  The pen is black or blue
 We need to use a linen record form. & in good working
 We need to record the number of each soiled linens to get the clean items order
in same number
 We need to check All the soiled linen has been counted & recorded
correctly on the linen record form
 We take the soiled linen to laundry - located at the basement
SOP Title: How to handle spilt items on a guest?

to know this
SOP:
Related
Documents:
Procedure Remarks
 Mostly the common accidents happen by a guest knocking over  Remain calm at all times,
their own beverage and a staff member dropping their beverage Try not to draw attention
tray.
We step over quickly after the accident has occurred. to the accident
We approach to the guest with smile as you really mean it
“Mr XXX, please accept my apologies. We will have this cleared right
away”
 Step over quickly after the
“Mr XXX, I will arrange to replace your XXX accident has occurred.
immediately ”Remain calm, show genuine concern.
 React to the situation as quickly as possible  Try not to draw attention to the
Inform the Manager on duty as soon as possible accident
Note: A quick recovery is as important as the reaction time  Apologia
A service tray to remove any glassware or china ware  Analysing the problem
A clean & dry condemned cloth for all non linen surfaces  Body language offer
Place the chinaware or glassware on the beverage service tray complimentary dry cleaning
G LASS OR W OODEN SURFACES service.
Wipe over the spill with the condemned cloth  And a bottle of wine, meal or
 N ON L İNEN S URFACES drinks
Place a napkin over the spill allowing the napkin to soak up as much  Report accident as soon as
liquid as possible possible
A clean & dry napkin
A small jug with soda water
“Mr XXX would you like some soda water to remove the stain”
Offer the guest complimentary dry cleaning
A bottle of wine
A meal
A tray of drinks
“Mr XXX I would like to offer you our complimentary dry  When we require dry
cleaning service. We can have your jacket back to you within 2 cleaning of an item
hours. Please allow me to arrange it for you?”  Communicate the urgency
 If the item requires dry cleaning, collect the item & handle with of the item
great care. Confirm the time of pickup of the item
SOP Title: How to handle a trolley?
(Designation)
this SOP:
Related Documents:
Procedure Remarks
Using the trolley

 There are some kinds of different types of trolleys. These trolleys,
the transport, Cage, Heating, Room Service, food and Beverage
Transport,
 We use a trolley for to safely move equipment or food and beverage

items from one place to another place.
 All operational staff, front of house & back of house can use
trolleys.
 These trolleys are located in selected back of house and kitchen
areas.
Checking the trolley  Be ensure the trolley is
 While we are checking the trolley, we need to ensure if the trolley clean at all times
is well balanced, the wheels of the trolley work well and do not
make any noise.  Be ensuring all the items are
Placing the items on the trolley securely place.
 We need to place the items carefully ensuring they are placed in the  Do not place too many
center of trolley. items on the trolley.
Preparing the trolley
 Collect a clean moulton from the pantry & place on the trolley
 Cover the moulton with a clean linen tablecloth, ensuring it is placed
neatly & is the right size table cloth
 Set the trolley as per Room Service standards when delivering an
item to the guest
T RANSPORTİNG ANY FOOD İTEMS
 If using a tall trolley ensure you place any cooked food on the top
levels & and any raw food on the bottom levels, to prevent any
contamination
 The trolley is operated the
 When transporting food in a public area, always ensure that the same way even if there are
trolley is well covered with a cloth not any items placed on it
Operating the trolley
 Position the trolley in front of you within arms reach
 Hold onto the handles or the outer edge of the trolley
 If you are pushing a lower trolley ensure your knees are bent at all
times
 Always push a trolley, never pull
 Walk slowly & carefully at all times  Room service storage area
 Eyes always looking forward
 The trolley is operated the same way even if there are not any items
placed on it
Storing the trolley
 Always clean the trolley and return to the designated area for next
use
SOP Title: Items on the menu which are not available?
to know this
SOP:
Related
Documents:
Procedure Remarks
illustrations)
 Liase with the chef prior to service
The Assistant Manager or The Manager to communicate with
chef
To communicate whether any menu items are unavailable &
to inform all staff in the pre service briefing  Handle the request
 All staff are fully briefed as to which menu items, if any are
unavailable  Smile as you really mean it
 The chef has suggested any alternative dishes if the guest wants
not available menu  Speak clearly & politely
 Approach the guest  Always offer the guest a

suitable alternative
When presenting the menu
 “Sir/Madam, I would like to inform you that the salmon is

unavailable this evening. The chef has prepared a grilled  To ensure the guest is enjoying
swordfish…. For your consideration” their meal & they are happy
with your recommendation
 Check guest satisfaction

SOP Title: How to handle valet parking vouchers?

to know this
SOP:
Related
Documents:
Procedure Remarks
 Applicable restaurants  1 parking voucher can

only be used for 1 table
A maximum of three
 The Manager or Assistant Manager of the restaurant or bar
 Using the valet parking stamp in each restaurant
 Stamp the back of the valet parking voucher
 The Name of the restaurant  All the information is
 The Guest name clear
 The Check number (guests bill)
 Authorisation signature
 Name of the person authorising
 Validate the parking
voucher
 Receive the parking voucher
 Usually at the time the
guest leaves their
payment in the bill
folder
SOP Title: How to maintain a pantry?
know this SOP:
Related
Documents:
Procedure Remarks
(use short and simple description, pictures,
flow charts or other illustrations)
 Pantry Maintenance
 The pantry maintain by service associations
To ensure that the pantry well
stocked, clean & managed on a daily

 In the back of house areas of all our Restaurants & Bars
basis to ease the operations workflow
 Locations of Pantries
 Equipment stored in the pantry
All operating equipment used in that

restaurant or bar
Food & Beverage items, for example
condiments, tea, sugar etc
In the correct labelled area
The heavy items / equipment are
stored at a lower level
Off the ground
All food items must be well covered
 The equipment is stored safely
Perishable items all need to be covered
& refrigerated
All fragile items are stored at a lower
level
 Cleaning the Pantry Every night

when closing
 The pantry cleaning by waiters
 Condemned cloth
 Collect a spray container with  The pantry is left clean, well organized for the next day of service
diluted detergent
 Spray the detergent on any spills or
stains & remove with the
condemned cloth
 Wipe over any of the food
containers
 The pantry is well stocked with
equipment / items
SOP Title: How to move a table or carry a chair in a public area?
(Designation)
RESTAURANT MANAGER
to know this
SOP:
Related
Documents:
Procedure Remarks
illustrations)
 2 –4 people depending on the size & weight of the table  Check the size & weight of the
2 people moving a table table When moving a table
Stand on opposite sides of the table & in the centre
Place both hands securely on the edge of the table

 To assess how many people you may
need to help you lift the table
Ensure the other person moving the table lifts at the same time
as you
Bend your knees at all times when picking up a table
Your back needs to be straight when carrying the table
Eyes always looking forward
 When relocating to another area of
Navigate through the passage ways carefully ensuring the table
your restaurant or another area in the
hotel
doesn’t hit the walls or doors
 Carrying 1 chair  Give way to any guests at all times

Stand directly behind the chair
Bend your knees
Place one hand on either arm of the chair or under the seat of the  Navigate through the passage ways
chair carefully ensuring the chair does not
Carefully pick up the chair & hold it firmly in front of you hit the walls or doors
Walk slowly with eyes always looking forward
 C ARRYİNG MORE THAN 1 CHAİR

There are 2 different types of trolleys that can be used
The 7 chair trolley safely moves 7 chairs
The 21 chair trolley safely moves 21 chairs
 Carrying 7 chair trolley  Push the trolley to the desired
location
In the desired location
Bend your knees when lowering the table or chair into position
Carefully stack 7 standard banquet chairs on top of one another
Lift the back legs of the bottom chair onto the trolley
Tilt the trolley back toward you ensuring you hold the full  Give way to any guests at all times
weight of the trolley
Push the trolley to the desired location
 Carrying 21 chair trolley
Stack 7 chairs in 3 separate stacks

Evenly place all 3 stacks on the trolley
No more than 7 chairs are stacked on the 7 trolley
No more than 21 chairs are stacked on the 21 trolley
Always bend you knees & straighten your back when lifting
Walk slowly & carefully with eyes always looking forward
SOP Title: How & when to offer an additional beverage to guest?

MANAGER
this SOP:
Related Documents:
Procedure Remarks
 Approach to the table

When the guests drink is ¼ full
“Excuse me Sir/Madam, may I offer you another drink?”  Smile as you really
 F OR A NEW G UEST mean it
“Excuse me Sir/Madam, would you like something to drink?”
Maintain good eye contact with the guest at all times  Check the table any
Listen carefully to the order and write on order pad. soiled items that can be
All time say cleared away. When a
“I will be back in a few moments with your drink” new guest arrives to
join the table
SOP Title: How to operate the coffee machine?
Department: Food &beverage division/ F&B SOP Owner:

this SOP:
Related Documents:
Procedure  REMARKS
 At the start of each day  Ensure switch off

Switch on the power supply at the wall the machine when
Directly on the top of the coffee machine finish the operation
To maintain the freshness of the coffee beans  The machine is
Coffee beans should only be ground as needed & not stored in the hopper for never switched off
in operation
long periods of time  The machine is
allowed at least 15
minutes to warm up
 Teapots & Coffee pots
prior to service
 Chocolate powder
 The container which
 2 clean & dry condemned cloths
holds the fresh
 Stainless steel jug coffee beans ready
 Teaspoons for grinding
 Refrigerated fresh milk  Using the key open
 Cream/ creamer the front of the
 All equipment is sparkling clean & free from any chips or cracks coffee machine &
 The service equipment is ready prior to service press the on/off
 COFFEE: Cappuccino, Café Latte, Espresso, Double espresso, Regular button
Coffee, Americano, Decaffeinated, Decaffeinated Cappuccino  Coffee cups placed
 OTHER Hot milk, Stop, Cleaning ,Small pot hot water, Large pot hot in the warmer
water Steamer arm  Coffee beans should
 To heat the milk only be ground as
 To froth the milk when making a cappuccino needed to not stored
With a clean condemned cloth thoroughly wipe over the steamer arm after the hopper for long
periods of time
each use Fill the hopper to the half way
mark
 Using the condemned cloth regularly wipe over the machine removing  To maintain good
any marks or stains hygiene standards
 Replenish equipment as needed at all times
 Ensure the level of coffee beans is monitored at all times
 The machine & the area around the machine is kept clean at all times
 The Assistant F&B Director on duty, who will then in turn check to see
if any other machines need service before contacting the coffee machine
technician
SOP Title: How to page for a guest in a Restaurant or Bar?

this SOP:
Related Documents:
Procedure Remarks
 When we receive a call for a guest in our outlet;  Using your black marker
We need the full name of the guest they are looking for pen, write the guests
Ask for the room number if necessary name in capital letters,
Listen carefully to the caller ensuring the name is
Write clearly evenly spaced on the
Repeat the message back to the caller board
Inform the caller that you are going to place them on hold
“Would you mind holding, while I page for Mr/Mr XXX,  Smile as you really mean
We need to check the Reservation book it
We need to check for the guests name & find the table where the guest is
located
 Writing the message on the paging board (The full name of the guest you  Approach the guest being
are looking for) paged
The GSO, Manager or Assistant Manager pages the guest prepares the
paging board  Speak clearly & with a
friendly tone
 We need to say to the guest if we know they are the person we are
looking for: “Excuse me Mr XXX, there is a telephone call for you.”
“Please let me show you to the phone at the reception area  Excusing yourself to the
or offer the guest the restaurants cordless telephone guest
 Quietly approach each table to locate the guest
“Excuse me, I am sorry to disturb you Sir/Madam,  The cordless phone is
I am trying to locate Mr XXX, presented on a folded
napkin
 If the guest could not be located we say to the caller: “Sir/Madam, we
have completed a thorough check of the restaurant & we have been
unable to locate your guest.”
 In house guest
May I connect you to our Hotel operator to arrange leaving a message in
their room?
“Thank you very much for your call”
SOP Title: How to polish & handle operating equipment?

this SOP:
Related Documents:
Procedure
 Our hands are clean & dry

 We need to keep all operating equipment (glassware, cutlery, china  In order to remove any
ware) clean, dry, free from stains, chips or cracks water or food stains from
 We need a clean cloth to polish glassware the equipment important
 An ice bucket half filled with steaming hot water that the water is steaming
 A lemon head is placed in the bucket of hot water for freshness hot
C HİNAWARE  Always pick up be the rim
 A clean & dry green stripe cloth with one damp corner or the handle
 When the equipment has come straight out of the dishwashing  Ensure that you carry a safe
machine as will be really hot number of items at any one
 The equipment is not chipped, cracked, tarnished or permanently time
stained C UTLERY
 In the breakage container in each restaurant or bar  Pick up the cutlery by the
 Return to stewarding for treatment handle
G LASSWARE When in a public area always
carry on a beverage tray
 Hold the polishing cloth in your right hand
 Ensure the surface is clean
 Pick up the glass by the base or the steam, placing in your left hand
& dry
 Place the glass over the hot steaming water in order for a mist to form
 Cover the glass with the cloth & rotate the glass carefully to remove
any water or finger marks
 Ensure the cloth reaches the bottom of the glass
 Hold the glassware up to the light to double check all stains have been
removed & are left sparkling clean
SOP Title: How to prepare & serve ports & liqueurs?

this SOP:
Related Documents:
Procedure Remarks
 We need glassware: an old fashioned / rocks glass for liqueurs with  Glassware: sparkling clean,
or with out ice, a highball glass for mixed drinks free from chips & cracks
F OR A LİQUEUR WİTH İCE  The tray is clean & dry
 Using an ice scoop, place 2 ice cubes in the glass  If a tray is used ensure a
E.g. Cointreau on the rocks clean tray mat is placed
A liqueur with a mixer
 Ladies first and then
 Using an ice scoop, place 4 ice cubes in the glass Gentlemen
E.g. Campari & Soda  Serve from the right (when
possible)
 Select the liqueur  Pick up glass by the base
 Pick up the bottle & pour into the measure, ensuring it is filled to the  Place a drink coaster in the
top 2.00 o’clock position from
 Empty the contents of the measure into the prepared glass where the guest is seated if
 The correct liqueur is in the glass the guest is dining
NON-LİNEN SURFACE
 Place drink on the tray  In you right hand pick up the
glass by the base & place on
 Use a round beverage tray
the coaster
 We approach the guest as saying “ Excuse me Sir/Madam, your (Name LİNEN SURFACE
of Drink)  Place the glass to in the 2.00
o’clock position from where
When serving liqueurs on all non-linen surfaces we use a coaster the guest is seated if the
directly in front of the guest guest is dining
Live the Table as saying “ Enjoy you (Name of liqueur), Sir/Madam”  Smile as you really mean it
 The standard measurement
for liqueurs is 4 cl
SOP Title: How to prepare standard spirit?

this SOP:
Related Documents:
Procedure Remarks
 Ensure glass wear is

 A highball glass for standard spirits with mixers correct and clean
 An old fashioned glass for all standard spirits
 A glass jug
 An ice scoop
 A pair of tongs to pick up the garnish
 A stirrer is placed in the glass for all mixed drinks
 1.25 ounce measure???????
 Glassware: sparkling clean, free from chips & cracks  Using an ice scoop,
place 2 ice cubes in the
 The ice scoop & the tongs are clean & in good condition
glass if its mixing using
 The spirit measure is clean
4 ice cubes,
A STANDARD SPİRİT WİTH İCE
 Using an ice scoop, place 2 ice cubes in the glass
A STANDARD SPİRİT WİTH A MİXER
 Using an ice scoop, place 4 ice cubes in the glass  Using measure and
ensure right ounce.
 1.25 ounces???????
 Select the standard sprit
 Pick up the bottle & pour into the spirit measure, ensuring it is filled to
the top
 Empty the contents of the spirit measure into the prepared glass
 The correct spirit is in the glass

 Using an ice scoop place 1 ice cube into a small glass jug
 Select & open the required soft drink bottle or can
 The Mixer is added to the drink at the bar using a post-mix gun
 With the highball glass containing the ice & the spirit pick up the post
mix gun & select the required soft drink
 Press the button & fill the glass to the ¾ level
 The glass jug contains the correct mixer & 1 ice cube
 When using the post mix in JJ’s, ensure the soft drink contains plenty
of bubbles (CO2)
 Right garnish
 Ask the guest which garnish they would prefer
(Lime wedge, lemon wedge or orange slice)
 Place the garnish inside the drink in the centre of the glass
 Ensure the garnish is fresh & cut in a wedge
 Place the stirrer directly inside the glass for the guest to stir themselves
SOP Title: How to prepare Chinese and Japanese teas?

this SOP:
Related Documents:
Procedure Remarks
 Check the Chinese teapot and ensure it is clean inside and outside before
usage.  Use the pot allocated for
. tea only
 Add required amount of tea leaves as applicable for the pot due to  Emphasize on the need to
different sizes. (e.g. Chinese and Japanese teas, etc) check pots before service
 Add hot water to the leaves: starts.
 Wipe the outside of the pot to ensure no overflowing of tea spilled.  Explain how tainting
 The tea is ready to be served. could affect taste of milk.
 Get ready petit fours trolley to offer guest some accompaniments while  Stress on the fact that
serving tea. using more loose tea
 More details to be updated soon. leafs will not make the
final product better.
 Explain why they should
than using a dry one.
having clean equipment
and working environment.
SOP Title: How to prepare fresh fruit & vegetable juice?

this SOP:
Related Documents:
Procedure Remarks
Equipment we need  The highball glass is

 A highball glass sparkling clean & free of
 Electric juicer any chips or cracks
 Straw  The juicer is clean & in
Prepare the fruit or vegetables good working order
 The chef of your restaurant  The pieces of fruit &
 Prior to service vegetables are washed &
Prepare to juice cut so as to fit in the
 Carefully place the fruit or vegetables in the juicer juicer
 Place the lid on the juicer  The skin of the fruit &
 Press the “juicer” button vegetable has been
 Allow all the juice to be extracted from the fruit or vegetable removed prior to juicing
Prepare glass  Keep your hands away
 Pour the contents of the juicer into the highball glass from direct contact with
 Fill to the ¾ level the juicer at all times
We place the fresh fruit or vegetable juice  The lid is fastened
 On a round beverage service tray securely on the juicer
when in use
 The juicer is cleaned
thoroughly after
preparing each juice
 The glass is clean &
ready to present to the
guest
 Fruit juices are stirred
well prior to service
 Juices are served as soon
as they are made in order
to prevent the juice from
splitting
SOP Title: How to prepare soft drink and standard spirit?

this SOP:
Related Documents:
Procedure Remarks
 Get the designated glass for the soft drink /spirit you want to  Emphasize on the needs to
prepare. have proper product
 Put 3 or 4 ice cubes inside the glass. knowledge and pay
 Pour the drink ordered into the glass over the ice cubes. attention to details.
 Stir the drink well using the “Long stirrer bar spoon” so that the  Explain how, too much
drink is chilled. ice cubes may affect taste
 Garnish the glass accordingly as per the standard. of the beverage and guest
 Serve with straw & stirrer depending on type of drinks. would return the drink.
 Place the glass on the coaster to the right hand side as per the  Point out what could be
SOP. the consequences if you
cannot provide a guest
with his favourite cocktail
and you are constantly
changing the look.
 Explain and discuss how
to keep the straws.
Examples: - Soft drink:
Straw.
 Make sure, glassware is
clean, free from chips and
cracks.

Restaurant Operation Manual

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Restaurant Operation Manual

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RESTAURANT

STANDARD OPERATING MANUAL

The Outlet 1 Skills & Knowledge 5

Department: Restaurant The Outlet

OPENING DATE: July,2018

LOCATION: It’s located at European side of the Queen Palace.

SIZE OF RESTAURANT: ? square feet

CUISINE: Modern European Cuisine, serving à la carte menu for Lunch/dinner.

RESTAURANT MANAGER: Mr inspires his team of 17 energetic service staff to deliver

Department: Restaurant The Outlet

Picture needs update

DINNER: Price Range ?????

RESERVATIONS: Phone number,

Department: Restaurant The Outlet

Asst. Restaurant Manager (1)

Restaurant Supervisors (3)

Restaurant Host or Hostess (2) Restaurant Bartender (2)

Wait Staff (8)

Department: Restaurant The Outlet

Department: Restaurant The Outlet

Department: Restaurant The Outlet

RULES & POLICIES

• Hotel address cannot be used as a personal mailing address

Department: : Restaurant The Outlet

• Beverage & Wine List

RESTAURANT RESTAURANT MENU

Appetizers, Salads and Soup

Onion Soup Gratinee “Belle Epoque”

Herring Fillets with Potato Salad

Country Liver Pate (P)

Home Smoked Salmon with Toast

Duck Rillettes with Toasted Corn Bread

Plateau de Fruits de Mer

½ Dozen Oysters in Season on Ice

Escargots in Garlic Butter

Moules Mariniere (A)

Department: : Restaurant The Outlet

Sea Bass Fillet with Artichokes and Tomatoes

Roasted Baby Chicken with Fresh Thyme

Beef Tenderloin with Béarnaise Sauce

Entrecote au Poivre with Creamed Spinach and French Fries (A)

Duck Confit with Crispy Potatoes and Frisee Salad

Steak Tartar prepared at your table side

Warm Goat’s Cheese and Grilled Vegetable Salad (V)

“Bugnes” Crispy Dough, Strawberry Compote and Fromage Blanc Sherbet

Apple Tart Tatin with Vanilla Custard and Ice Cream

Chocolate Mud Pie with Butterscotch Sauce (A)

Warm Berry Cobbler with Elderberry Sherbet

Bread and Butter Pudding with White Chocolate Ice Cream

with Apricot Jam

with Cream Cheese Filling

with Chocolate and Hazelnuts (N)

Our Ice Creams

Peach Melba (N)

Pear Belle Helene (N)

Prestige (choice of 3 scoops)

Department: : Restaurant The Outlet

Department: Restaurant Our Culture

• Having pride without arrogance.

• Hiring for attitude, training for skills.

1- We will ensure that leadership drives for results.

2- We will make Guest loyalty a key driver of our business.

3- We will enable decision making at guest contact point.