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STANDARDOPERATING MANUAL

AQUAROCK HOTELTC 10/1616(1), MANNANTHALA, THIRUVANANTHAPURAM, KERALA -695015

PHONE 0471-2540700


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INTRODUCTION

CHAIRMANMR.BHADRA SENAN

MANAGING DIRECTORMANAGING DIRECTOR

MRS SINIMR DHANESH

DIRECTOR OPERATIONS

MR.RAMESH CHANDRA KUMAR

TOTAL AREA :-BUILDING AREA :-

LOCATION : - MANNANTHALA/TRIVANDRUM/KERALA WEB SITE :-www.aquarockhotel.com

EMAIL : [email protected] :- +91 471 2557766 (30 lines)


PHONE 0471-2540700
http://www.aquarockhotel.com/mailto:[email protected]://www.aquarockhotel.com/mailto:[email protected]


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BY ROAD :- 10 kms FROM TRIVANDRUM RAILWAYSTATION

: - 13 kms FROM TRIVANDRUM AIRPORT

Standard OPERATION procedure

TABLE OF CONTENTS

S.No Tasks PageNo:

01 Outlet Reference

02 Standard for maintaining Professional Appearance

03 Briefing

04 Handling Telephones

05 Shift hand over

06 Polishing silver ware and glassware

07 Stacking the side station

08 Aligning tables, chairs, and performing Mis en Scene

09 Preparing Butter

10 Laying a table cloth

11 Changing a table cloth during service

12 Folding napkins

13 Laying a cover


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14 Taking Reservations

15 Allocating tables according to reservations

16 Greeting guests

17 Escorting guests

18 Seating guests

19 Opening serviettes

20 Water Service

21 Serving Mineral Water

22 Offering Pre meal drinks

23 Presenting menu

24 Suggesting food items and Up selling

25 Presenting Wine list

26 Service of Pre meal drinks

27 Taking orders and executing them

28 Opening and service of table / still wine

29 Opening Champagne

30 Changing Glassware- wine glasses

31 Service of Bread

32 Service of appetizer

33 Service Of soups

34 Service of sauces


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35 Serving side dishes

36 Placing main plates

37 Silver service -- main meal

38 Use of a spoon and fork-- Service gears

39 Clearing a Table

42 Changing ashtray

43 Preparing and serving finger bowls

44 Crumbing table

45 Clearing side plates

46 Taking and serving desserts

47 Serving tea / coffee

48 Presenting and serving cigarettes

49 Lighting a cigarette

50 Presenting and settling checks

51 Handling special checks- void, NC, Fast check out.

52 Handling discounts and special billing

53 Clearing and resetting tables

54 Thanking guests

55 Setting up the buffet for breakfast

56 Breakfast buffet food pick up

57 Setting up for lunch / dinner/ midnight buffet


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58 Pick up for lunch/ dinner/midnight buffet

59 Clearing the buffet

60 Checking room numbers with in house guests

61 Communicating during service and maintaining thedecorum

62 Maintaining guest history

63 Handling complaints/ special requests

64 Stacking a tray

65 Handling light/ small/ medium tray

66 Cleaning procedure in the night

67 Indenting

68 Store pick up

69 Linen exchange

70 Weekly inventory

71 Handling breakage

72 Maintaining registers/ log book

73 Maintaining sales board

74 Inter departmental co ordination


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Training and Development

STANDARD OPERATION PROCEDUREFOOD AND BEVERAGE SERVICE

TASK: PLEASURE CUP COFFEE SHOP

Location : Ground Floor

Area : 26.378 ft X 20.3412

Dcor : * Wall Texture with black & redColour

* Red colour runner cloth* Light Yellow Colour Cloth

Napkin

Rest Room : Yes

No. Of Covers : 28

No of Sections : 1

Type of Cuisine : COFFEE SHOP

Type of Service : A la Carte

Opening Hours : 07:00 am To 23:00 hrsDress Code : Formal

Taxes : Food vat 5%


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TASK: EDESIA ROOF TOP RESTAURANT

Location : FOURTH FloorArea : 52.3294 ft X 31.2664

Dcor : * Wall Colour white* Brown Colour Table cloth* Green Colour Runner Cloth* Light Yellow Colour Cloth

Napkin* A Permanent Buffet Counter

with SixteenChafing Dishes

Rest Room : Yes

No. Of Covers : 65

No of Sections : 1

Type of Cuisine : Multi cuisine

Type of Service : A la Carte

Opening Hours : 07:00 am to 10:30 hrs

Dress Code : Formal

Taxes : Food vat 5%


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TASK: CELEBERATION BANQUET HALL

Location : II nd Floor

Area : 22.8018 ft X 31.3976 ft

Dcor : * Wall Colour white* Wooden panel decor

Elevator : Yes, Available from the lobby

level

Rest Room : Yes

Capacity : 70 covers

Facilities : * P.A. System with codelessmike

Hall Charge : Full Day Rs.10, 000/-

Buffet Price : Break Fast Rs. _______/-Lunch Rs._______/-


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Dinner Rs._______/-

Taxes :


TASK: BIBESIA BAR

Location : I st Floor

Area : 31.3976ft X 22.8018ft

Dcor : * Wall Colour white* Wooden panel decor

Elevator : Yes, Available from the lobbylevel

Rest Room : Yes

Capacity : 28 covers

Opening Hours : 11.00am to 11pm

Dress Code : Formal

Taxes :


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TASK: Standard for Maintaining Professional Appearance

STANDARD: All guest expests to see well-groomed staff with a verySOP NO:2 Smart appearance, smiling face and receptive at all time.

PROCEDURE:

CLEANLINESS OF THE BODY

* Take a bath regularly especially before reporting forduty.* Apply body deodorant or talcum powder.* Avoid using too much perfume.

* Teeth should be clean and breath odor free.* Skin discoloration or any skin decease must betreated timely.

POSTURE

* Always hold the body erects, with head straight andshoulders erect.* Do not run or lean on pillars, chairs, table, walls orservice station.* Stand at assigned station in an attentive and

receptive manner.* Do not slouch.* Always maintain an upright posture.* Do not run fingers on hair or pick nose.


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SKIN

* Keep it clean always, wash often, drink plenty ofwater and obtain

adequate sleep and exercise.* If it too dry apply moisturizer.

HANDS AND NAILS

* Wash hands every time after using the toilet andwashroom.* Keep finger nails chort and clean at all times. Makesure the cuticles are clean always.* Do not wear any nail polish.* Do not bite nails instead use a nail cutter.* Clean the cuticles and avoid any dirt accumulating.TEETH

* Brush teath all meals and rinse the mouthconstantly.* If wearing dentures, remember to have them onwhile on duty.* Treat the teeth always if discoloration is formed.

FEET

* Keep your feet clean and toe nails trimmed.* Foot powder is recommended if the feet smells.* For extreme cases consult physician.

FOOTWEAR

* Wear the footwear approved by the hotel.* Shoes should be of correct size and well polished.* Always make sure that the shoes are not frayed at

the edges* Female staff should wear black closed leather shoeswithout accessories like bows,

buckles, ect. Hell not to exceed two inches.

UNIFORMS


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* Wear only clean well pressed uniform that are free

of stains.* The uniform should be well fitting.* Exchange uniform as per hotel policy.* All sashes/pleats of the uniform should be wellworn.

JEWELLERY

* Avoid wearing excessive jewelry while on duty.* Only one ring of conservative design is permitted.* No ear studs for males.* No bracelets.* Pendant or medal in chain worn on the neck mustnot be visible outside.* For female staff only earring stud of a conservativeshape and style, in silver, gold,

round white pearl,diamond,ruby,sapphire,emeraldor jade may be worn.* Watch should be conservative in design and theband may be silver, gold, or leather.

No swatches.

HAIR

MALE:* Keep hair short, neat and well combed and free fromdandruff.* Hair length must be at least one inch away fromshirt collar.* Shampoo hair frequently and not overuse hair

cream, spray, gel , mousse.* Do not oil hair after bath* Hair must be kept off face at all times especiallywhen leaning forward.


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* Beard are not permitted unless with the consent

from the personnel dept due to thereligious reasons.

* Moustache if kept, must be neat & well trimmed.The moustache shoud not be falling

below the lip line.* Side burns should not be shorter than the top of theear and no loger than the bottom of

the ear lobe.* Clean-shaven before the duty.

* While on duty do not comb or brush your hair.FEMALE:* Staff with long hair must tie up hair neatly withblack ribbon only.* Bleaching and dying of hair not permitted.* Only black hair clip of not more than 10cm lengthand 4cm width should be used. Hair

band should be black and wider than 2.5cm.* Hair should not be open while on duty.

* Naturally curly hair should be controlled and thatthe hair style busty or heavy at the

side or the top of the head.* Fringes are not permitted.* Thin, fine, layered or curly hair should be cut shortor tied in a bun or braided.* Shampoo the hair at least once in a week to avoiddandruff.

COSMETICS* Foundation must be worm for extra coverage,protection and even out skin tones.* Lipstick must be worn at all times. Highly iridescent,pale, and frosted colors are not


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permitted.

* Nail polish worn must be of conservative color.


TASK: BRIEFING SOP NO: 03

STANDARD: daily briefing to be conducted to maintain proper standards set bythe organization

PROCEDURE:

* Every shift must start with a thorough briefing withall staff of the shift.* Attendance must be taken, following which thegrooming is checked.* Grooming standard as per the SOP No:02 arechecked.* Brass buttons in the uniform must be well polished.* Ensure the following personal mis-en-place is alwayscarried.

Pen black in colorBottle openerLighter transparent blueScribbling pad clean and netStewards dusterComb

* Available & not available items must be discussed

* Reservation for Lunch and Dinner is taken up andevery one is alerted about pre-

reservation tables.* VIPs in house and those expected is informed toeveryone.


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* Situations of previous day are discussed and

corrections are made.* Revise food & beverage menu. Test the knowledgeof staff.* General information on hotel, city etc is alsodiscussed.* Revise beverage list.* Mention about any specialty of the day.* Settle grievances and problems.* Allocate sections/ tables to stewards and divide the

work. STANDARD OPERATION PROCEDURE

FOOD AND BEVERAGE SERVICE

TASK: Handling Telephones SOP NO: 04

PROCEDURE:

STANDARD : EVERY ONE WE COME IN TELEPHONIC CONTACT WITH ISTREATED WITH COURTESTY AND RESPECT, SPEAK WITH A FRIENDLY TONE AND

WITH A SMILING VOICE.

* Answer all telephone promptly a telephone shouldnot ring more than three times

before it is answered. If you have someone on theother link, ask the caller, May I

place you on hold, please wait for a reply then takethe new call. The guest on the

telephone cannot see the guest in front of you, ifyou are with someone excuse

yourself and take the call.

* Whenever you answer the telephone begin bywishing the caller Good Morning/Afternoon or Evening, then state your department,

and ask, How may I help you?.


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* Always be ready with a note pad and pen; be careful

and accurate while taking amessage. To check accuracy repeat names, room

number and messages.* Never talk to someone near the telephone that is offthe receiver, the gust may hear

you. Always remember to put the call on hold first.* If the call is for someone else, notify the personimmediately and ensure the call is

answered, we never screen calls-do not ask who is

calling?* If the person for whom the call needs to know who iscalling, please ask: who shall I say

is calling?* If the call is in a language you do not understand,have someone who does, answer the

call* For the safety and security of our guests, neverannounce guestroom number on the

telephone.* Always use the magic word of courtesy, Thank you,Please, I apologize, I am sorry,

Pardon me, you are welcome, Certainly, It will bemy pleasure, Try to use the guests

name as often as possible during the conversation.* Instead of hi! Or Hello say, Good Morning / GoodAfternoon and Good Evening and be

polite.Remember : the impression over telephone, is a

lasting impression.



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TASK: Shift hand - over SOP NO: 05


Procedure:

* All glassware, cutlery, crockery and linen requiredfor the next shift to be handed over,

wiped 7 cleaned.

* All bills/checks to be cleared of the previous staffand if not done so to be handed overafter recording down details.

* The sideboard must be well stacked.* Table cover set up for the next shift must be carriedout.* Mis en place for the next shift if any need to bedone, the same must be carried out.* All the messages must be written on the log bookfor the next shift staff.

* Stewards must hand over the table to the next shiftif the table is occupied.* Any other task to be completed to be handed over.


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TASK: Polishing silver ware/ Glassware. SOP NO: 06

Procedure:

* All silver ware will be polished as per the polishingschedule.* Silver dip or pink polishing powder is to be used.* In case silver dip is used, care must be taken thatthe articles are not immersed for too

long in the solution. Once taken out of the solutionthey must be immediately placed in a

bucket of cold water and then passed in thedishwasher.* Under no circumstances should the stainless steelblades of the knife be immersed in

silver dip.* Wipe the silverware dry with a dry cloth and polishit with cloth to make it look shine.* For glass polishing, a bucket of very hot water witha little vinegar must be used.* Dip the washed glassware into the steaming waterfor a couple of second 7 wipe

thoroughly with a clean glass-cloth till the glass is

sparkling.* Change the water if it stops steaming the glasswareadequately.* After polishing , return all equipments to its properlocation.


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TASK: Stacking the side station SOP NO: 07


Procedure:

* Each station holder will ensure that his station isproperly stacked with all items of

equipment viz. Crockery, Cutlery, Glassware etc.when he takes over the station.* During the course of service, the station holder willensure that all equipment used up

Is replenished so as not to hamper service.* The station holder will ensure that the side stationis kept neat & tidy at all times.* The steward will hand over a fully stacked stationto the next shift.


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* All the items placed in the sideboard must be clean

and polished.* Keep the items in its own pre-decided rack.* Proprietary sauces kept in the sideboard must bechecked for cleanliness, Especially at

the neck of the bottle.


TASK: Preparing butter SOP NO: 08

Procedure:

* Butter must be prepared before the guest arrives.* Chill individual portions of butter by placing themseparately in iced water to prevent

them from sticking together.


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* Place the portion of butter on butter dish and keep

them in refrigerator.* Take the butter plate on the buffet dish with thecover to the table while service.


TASK: Aligning tables , chairs and performing mis en scene SOP NO: 09

STANDARD: All the tables & chairs in the restaurant must be aligned properly

as per the standard lay out specified.

Procedure:

* The station holder must check that all the tables areplaced in order & in line with each


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other.

* All tables chairs must be placed correctly &properly squarely in front of the tables,

ensure each covers faces the one opposite it, & thatboth are aligned.* The restaurant must be checked to ensure that noneof the bulbs are fused.* The captain / manager must check that all tables inall section are placed in proper

position in accordance to the predetermined

planned layout of the restaurant.* Check air condition for right temperature.* Check whether the flower arrangements are inplace.* Check the cleanliness of flooring* The captain / manager will also ensure that theentire restaurant is ready to receive

guests. It must be ensure thar the restaurant isalways clean and all fixtures and

artfacts are in proper position. Lighting levels mustbe maintained at all times. During

dinner, when candles are placed on the tables, thelights must be dimmed.


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TASK: Laying a table cloth SOP NO: 10

PROCEDURE:

* Select the appropriate base-cloth & naperon.* Stand about half a foot from the table.

* Stand centrally between two legs of the table for asquare table.* Position the folded cloth on the table with the twowoven edges towards you and the two

folds of the concertina facing away from you.* Position the vertical centre crease in the centre ofthe table, holding the concertina fold.* Lean across the table and release the bottom layerof the cloth to hang over the far

edge of the table.* Reposition the horizontal crease of the cloth in thecentre of the table.* Release the hold on the centre fold and draw thetop fold towards you.* Having centred the cloth both vertically andhorizontally,the cloth should now be

positioned with an equal drop all round, with foldsof the cloth covering the legs.* For a square table the fall should be minimum 9

from the side of the table.* In case of a large table two persons will have toexecute this task.


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TASK: Changing a cloth during service. SOP NO: 11

Cloths often have to be changed during food service, when guests are

present at other tables and new covers are to be laid, or when there

has been a serious spillage. Such instances clothes must be changed

with minimum fuss.

PROCEDURE :

* Remove any articles remaining on the table to thesideboard.* Stand centrally between the two legs of the table.* Holding the concertina fold, position the verticalcentre crease of the clean cloth in the

centre of the table.* Lean across the table and allow the bottom layer ofthe clean cloth to hang over the far

edge of the soiled cloth.* Take the soiled cloth in hands, holding it betweenthe little and ring fingers.


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* Fold the soiled cloth towards you while opening the

clean cloth above it.* Fold the soiled cloth and remove it discreetly.


TASK: Folding Napkins SOP NO: 12

PROCEDURE :

* Whenever napkins are folded care must be taken toensure that they are spotless, well

pressed & that there are no holes or frayed edges.* Fold the napkins as per the specification, without

over handling it or staining it.* Always use a flat surface, which is large enough.* Stack the napkins in the proper place assigned forthe same.


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* Make sure the napkins are well starched and do not

have loose threads hanging out.* The entire fold in the restaurant must look identicaland uniform.


TASK: Laying a cover SOP NO: 09

STANDARD: Stewards always places cover correctly and neatly before the foodarrives from the kitchen

Procedure:

* Ensure the standard coffee shop set up is proper &correct.* A standard table layout must have.

Bud vase Ash tray

Salt & pepper shakers

Sugar sachet holder


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Appropriate number of covers containing AP knife &

fork, B&B plate with B&B knife, water goblet, anddinner napkin.

* For breakfast, the layout will also contain: teacup onsaucer with teaspoon, butter dish,

saucer with jam & marmalade in preserve pots withdemi tasse spoons.* Lunch set up will have standard set up with butterdish.* Dinner set up will have butter dish and a small glass

bowl with water & a floatingcandle.

* Correct covers after order has been taken. Gathercutlery from the side station without

creating excessive noise.* Place appropriate cutlery on a salver.* Place additional cutlery next to dinner knife anddinner fork.* All additional cutlery will be placed just before theservice of that course.* For steak replace dinner knife with a steak knife.* Additional cutlery will be offered to the guest onrequest.* Remove cutlery that is not required.* Always hold the cutlery at the neck of the cutlery.* Make sure all the cutleries that you place on thetable are well polished and clean.


TASK: Taking reservations, SOP NO: 14

PROCEDURE:


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* Table Reservations may come by telephone or in

person or by letter/fax.* If the reservation come by telephone , the guestmust be greeted using hotels

professional telephone standards. Ref SOP No.( 4 )

* Have a pen and paper or the reservation book tohand.*The following information must be gathered whiletaking reservations:

1. Name of the guest [in whose name thereservation has to be made]. Make sure youget the correct spelling of the guests name.

Always ask the guest: May I have yourname, sir/ maam? Would you please spell it for

me?2. Caller's name[in case the caller is making areservation on behalf of somebody]

Day & Date when the guest requires the table.When would you like the reservation to be sir/maam?

3. Meal period preferred4. Time of reservation. E.g. what time would youlike the table, sir/ maam?5. Number of persons. E.g. For how many thatwould be, sir/ maam?6. Contact number of the guest. May I have yourtelephone number / cell number?7. Any special requests. If guest have any special

instruction like a birthday cake, flower bouquet, preference of table, etc. it may beagreed with. If any requires higher approval anddecision from higher authority, the same may be


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sought. E.g. permission to shoot video in

restaurant.8. Smoking or non-smoking table.

* Always repeat all information for the benefit ofaccuracy.* Answer any questions clearly and and politely. Ifyou do not know the answer , find

someone who does.* For all the in-house guests and where possible localguests, the name must be run

through the guests history module, and commentsif any noted and acted on.* Thank the guest after the call. E.g. thank you verymuch Mr. Svenson. We look forward to

welcoming you.* Always use guest name once you know the same.


TASK: Allocating Tables According to Reservation. SOP NO: 15

PROCEDURE :

* When a guest enters the restaurant, he must begreeted at the door using hotels

standard greeting procedure. Ref SOP No. ( )* Always find out whether the guest has a

reservation. E.g. Are we holding areservation for you, sir?* If guest has a reservation then always ask theguests name. E.g. May I have your

name, please?.


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* The hostess will check the reservation diary for

the same.* The guest will be shown to the table that has beenpre allocated to them. Mr. Svenson , allow me toshow you to your table. Or Mr. Svenson , CaptainHanel will escort you to

your table.* Ask the guest whether he is comfortable with thetable.* Always wish guest before you leave the table. E.g.

Have a nice meal, Mr. Svenson.


TASK: Greeting the guests SOP NO: 16

STANDARD: Every guest will be greeted on arrival at the restaurant door &Shown to a suitable table with minimum delay. All guests must be

acknowledged within 30 seconds of their arrival in the restaurant.


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Procedure:

* The Hostess/Sr. Captain/Manager/member closest tothe entrance will approach Guest.* Guest will receive a warm smile and a genuinegreeting.* The person greeting the guest at the entrance muststand in an erect posture and

exhibit friendly body language.* Always use guests name if known.

* The greeting will be to the effect of : GoodMorning/Afternoon/Evening Mr. ----- or sir/maam welcome to (name of outlet)

* The guest will be checked with whether he or sheholds any reservations?* The guest will be asked to accompany staff memberto the selected table after checking

with him his preference for smoking/non-smokingsection.



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TASK: Escorting guest SOP NO: 17

STANDARD: Every guest will be recognized within 30 seconds of theirarrival and escorted to the respective table.

Procedure:

* If a guest requests a seating preference that isunavailable, let them know of the length

of wait. Make sure you know where the guest is

waiting, so that when the table becomesavailable the guest can be quickly informed.

* Guest is always escorted only to fully preparedtables.* Always use standard phrase: I shall escort you toyour table, sir. Or I shall show you to

your table, sir. Or allow me to show you to yourtable, sir.* Be sure you know the table where you plan to seat

the guest(s), and that it is preparedto accommodate the party, i.e. wheel chairs, babychairs if necessary.* When escorting the guest(s)to the table, take theshortest route.* Walk at a speed that is comfortable for the guest.Seat guests at a table that is

appropriate for them. For example do not seat aguest who has difficulty walking to a far

table.* Guests that arrive after their party is seated ,should be escorted to the

Table, whenever possible.


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TASK: Seating the guest SOP NO: 18

PROCEDURE :

* Every guest will be accompanied to the tablepersonally by the hostess/ captain/

Manager as per the procedure. Ref SOP No: ( 17 )* Stand behind guests chair.* Keep left leg behind and right leg forward touchingthe chairs back with right knee

(distance between both the feet should be of thelength of one shoe)* Hold the chair with both hands from the side of theback* Lift the chair 1 - 1.5from the ground and pullback. Let the guest go in. Always say May

I or Allow me, sir/ maam and pull the chair for the

guest.* As the guest is sitting, move the chair forward till itis comfortable for the guest and

rest the chair on the floor.* Always seat ladies first.


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* If possible all ladies will be assisted in the seating

procedure.* Team members of adjoining stations will assist withseating procedure if required and if

practicable* Assist the guests with chairs and packages, givinginitial attention to the ladies, but also

assisting men when possible, by moving the chairout from the original location.* Whenever possible :

Do not seat two or more individual-dining guestsnext to each other but opposite to each other.

Do not seat an individual lady guest next to a groupof men.

Do give a lady a seat that allows her to sit with herback to the wall, for comfort and privacy, and

Do not seat any individual guest near the exit orkitchen doors.


TASK: Opening serviette SOP NO: 19

STANDARD: Captain / Steward to open the serviette as soon as the guestsare seated.

Procedure:

* As soon as the guests are seated, offer to open theserviette of the guests starting with


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the ladies first.

* Open the serviette always from the guests left side.* Stand at the left side of the guest with your left footforward and open the serviette fold.* Make a triangle fold and gently place it on the lap ofthe guest with the broader side

facing the guest. Always say May I, and place theserviette on guests lap.* If guests require cold towels then the same shouldbe brought on a salver and announce

Cold Towels, sir/ maam.* If guests have picked the serviette by themselves,then dont disturb them.


TASK: Water Service SOP NO: 20

PROCEDURE :


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* Water goblets will be placed as part of the cover on

the right top of the cover at the tipof the large knife.

* The guest will be asked: `sir/maam would you likeregular water or would you prefer

mineral water* The guest will be approached with a jug of water ifregular water is asked for. The

service is always done from right side of the guest.* Keep your right foot forward and stand erect while

serving water.* Carry a neatly folded serviette on your left hand andwipe the sides of the jug to prevent

water dripping from the side of the jug.* Pour the water gently into the center of the glasswithout the jug touching the glass.

Never fill up the glass till the brim.* For water glasses, which are not reachable to thesteward, always say excuse me and

request for the glass or cross the guest to do theservice.* If mineral water is ordered , Follow the procedure asSOP NO:* Continue to offer water throughout the meal.* In the event the guests ask for hot water after youhave poured regular water, change

the glassware.


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TASK: Serving mineral water SOP NO: 21

STANDARD: Every guest will be served mineral water if asked for.

Procedure:

* When guest ask for mineral water, write down theorder in a BOT

clearly and pick up the same from dispense bar.* Bring the bottle to the guest and present the bottlefor the approval of temperature.* Open the bottle in front of the guest.

* Pour water to the center of the goblet until it is 1down from the brim.* The bottle with remaining water will be placed onthe table.* The steward should be attentive during service topour the remaining water into the

goblet.* Clear the empty bottle when all the water has beenpoured into the goblet.

* Check during service if the guest wants more water.

NOTE


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Generally if a guest has ordered a pre-dinner drink

then he would not have water unless speciallyrequested.

.


TASK: Offering pre meal drink SOP NO: 22

STANDARD: Every guest will be offered a pre meal drink immediatelyafter the seating and opening napkin procedure is completed.

PROCEDURE :

* Once all guests are seated, the waiter will offer pre-meal drink.* Guests should be asked: would you prefer to havemineral water, sir?* Waiter will try & up-sell mineral water.* Pre meal drinks should be offered to guests byasking, would you prefer to have some

drinks.* If asked, what do you have? the waiter will replyto this effect; - We have a full range

of drinks available from our bar, here is ourbeverage list.


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* Assist the guests in making their selections by

explaining what is in the various cocktailsand what are they like.

* The order will be written on the waiter's pad.* Always make sure that the order is written neatly,clearly and legibly. Every orde

should be numbered to represent the guest. Guestsseated nearest to the kitchen door

will be numbered as number one and the restfollowed clockwise.

* Guests should be suggested with the Bar mansspecialty.* The order will be written in BOT. The first copy goesto dispense bar for the pick up of

drinks, the second copy to the cashier and the thirdremains with the steward.


TASK:Presnting the menu SOP NO: 23

STANDARD: Steward/Captain to present the menu as soon as the pre-

meal drink is ordered.

PROCEDURE :


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* Always carry the required number of menus as per

the number of guests in the flat ofyour left hand. Make sure the menu is clean and of

no dog ears.* Always stand erect at the side of the table.* Guest will be offered the food menu after the premeal drink is placed.* Each guest will be presented with one menu fromhis or her right side. Always the ladies

first.

* The menu will be presented without opening it &holding it from the top in the centrefacing the guest. Always say: Here is our food

selection, sir/ maam.* After presenting the menu the guest will be giventime to decide on food order. Inform

the guest Please do let me know when you areready to order.* Observe the guests body language to see whetherthey are ready to place the order e.g.

A guest who has decided may close the menu &place it on the table.* If there are any specialty of the day , the same mustbe suggested to the guest at this

moment. E.g. May I call your attention to chefsspecialty / specialty of the day. We have a

delicious beef pie with black mushroom and shallotsauce.


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TASK: Suggesting Food items and upselling. SOP NO: 24

PROCEDURE :

*All staff must know the menu thoroughly. Check the special dishes of the day.

Note any changes in the menu.

Know new or promotional items

Know the cooking method & the main ingredient ofeach dish and the garnish & accompaniment.

Know how long each dish will take to prepare.

Know the price of each item.

Know how to pronounce dishes.

Know how to match needs of the guests withappropriate items, sell each item as a benefit.

* When recommending, try to create an appealing

mental picture in the guests mind thatcan influence a guests choice. Use courteous & cheerful tone of voice to describe

colour, size, temperature, taste, person (Our chef./Our bartender) - status (delicious, excellent,popular) Suitability (vintage, good with .)

Use precise & correct expressions that suggestuniqueness or special qualities of the house.

* Do not confuse the guest with too manysuggestions, use items at a time which are special,popular, promotional

APERITIF* As soon as a customer is seated, ask for a predinner drink. May I suggest a drink


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before your meal , we have . & .. (never say

would you like something to drink) ormay I recommend_________ cocktail made with .

* If customer does not want a drink then up-sellmineral water.


WINE

* Once the customer have ordered food , then alwayssuggest wines. E.g. May I suggest

chateau latour to accompany your meal* Recommend some wines that go well with theirfood.* Suggest that the guest can order by the bottle or bythe glass.* The steward should know the house wine & athrough knowledge of the wines available.

EXTRAS / SIDE DISHES* Recommend side dishes / extras with their maincourse. sir may I recommend exotic

mix salad or sir may I recommend some raita /salad with your dinner etc.DESSERT* After the customer has completed his/her maincourse, offer him/her specific dessert

by saying, Would you like to try out our dessertselection?

* Present the dessert menu with the recommendationfor a specific dish e.g you really

must try our ______ it is delicious.TEA/COFFEE


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* After the guest has finished his dessert, ask if he

would like to have tea/coffee bysaying ..

We have a large selection of different types oftea, perhaps you would like to try

one, we have.we have a large selection of different styles of

coffee, Espresso, Decaffeinated,.* After the guest has ordered coffee suggest someliqueur, port, cognac along with

his/her coffee.NOTE

*Anticipate guest need for successive suggestiveselling

In a hurry = Quick preparationitem

On company expenses = Expensive / high cost itemVIP or connoisseur = Only the best

Stare blankly at menu =Dont know, need suggestion


Lonely = Friendly expressions /

rapportbuil

ding firstSpecial occasions = Champagne /

wine


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Budgeting type =

Adequate meal at fair priceFamily = Suggest something for the children

FirstIntimate couple =Offer thelady first

On diet =Low calorie

* Help guest in selection from the menu whennecessary in a pleasant manner. Do notforce guests to order.

* Try suggesting the high price items first and ifpossible, lower cost item if they are of

similar price. Then come down to next lower price.Be tactful, the guest should not

feel that you are only suggesting high price items.* Acknowledge guests order in a courteous manner.* Invite the chef to come and speak to the guest andhelping them in suggesting chefs

special.* Sell items on the menu based on personal attentionto the guest, not high pressured

sales.* Be able to describe portion size of each dish andalso the service time.* Be specific with suggestions. Ask open endedquestions and not closed ended

questions.* Do you want an appetizer with your dinner (Poor)* Sir I suggest you try our pasta & cottage cheesemousse as an appetizer with

your meal (Good)


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* There are lot of suggestive selling adjectives which

can be used while describing variousdishes of your menu.


Examples :Fragrant Delicate Delicious GardenfreshClear Savoury Fresh Cool Refreshing Creamy Succulent

FantasticSmooth Rich Moist

ExquisiteTart Bubbly Fluffy

ElegantMouth wateringAppetizing Home made

TenderCrisp Traditional Sweet

Oven Fresh


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TASK: Presenting the wine list SOP NO: 25

STANDARD: Captain / Steward to present the wine list as soon as the mealorder is taken.

PROCEDURE:

* Always carry the required number of wine lists as per the number of

guests in the flat of your left hand. Make sure the wine list is clean and

of no dog ears.

* Always stand erect at the side of the table.

* Guest will be offered the wine list after the meal order is taken..

* Each guest will be presented with one wine list from his or her right

side. Always the ladies first.

* The wine list will be presented by opening it & holding it from the top

in the centre facing the guest. Always announce: Here is our Wine

selection, sir/ maam.

* After presenting the wine list the guest will be left alone to decide on

their order. Inform the guest Please do let me know when you are

ready to order Always offer suggestions on wines. Suggest wines to


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complement the food that they have chosen.

* Observe the guests body language to see whether they are ready toplace the order e.g. A guest who has decided may close the menu &

place it on the table.


TASK: Servicing of pre meal drinks SOP NO: 26

STANDARD: :All beverages order to execute within 3 minutes

PROCEDURE :

* Place the beverage order with the dispense bar.* Prepare the drink tray with the under-liner at thebar.* Arrange the drinks & glassware on the tray & doublecheck the order for accuracy ( all

drinks opened at the bar)* Carry tray to the table. Hold the tray on the lefthand away from the table.

* Always serve the ladies first. Place the coasterabove the knife to the right hand side of

the water goblet and place the glass on it. (Ifwineglasses are on the table put the

coaster below the white wineglass.)


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* For hard drink service, make the drink at the table.

* Carry ice bucket with ice cubes and ice tongs, waterand soda decanters on the tray for

service.* Service of beer is carried out as per the SOP NO:* Always serve ladies first.* Announce every drink to the guest as it is served tothe guest.


TASK: Taking orders and executing them SOP NO: 27

STANDARD: Every meal order will be taken within two minutes of presentingthe menu and the items will be delivered within the specified time

in the menu.

PROCEDURE :

* The captain will approach the guest table with hiswaiters pad to write the order. He may

say, `sir/maam are you ready to place the order `or` excuse me sir, May I please take

your order now.* Remember how the menu is constructed i.e. thecourses of your menu - appetizers,


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salads, main course, extra side dishes etc.

* Write in order of courses & after each course draw aline (use commonly accepted

abbreviation)* Against each menu items write the quantity & theseat number.* Remember if the guest orders two appetizers & nomain course, ask which appetizer he

/ she would like to have first.* Depending on guest preference salads can be

served at the beginning, during or afterthe main course* Dont forget to ask the guest the doneness of meati.e. rare, medium, well done.* Any special instructions by the guest about his foodhas to be written down e.g. less

spicy, no garlic, extra sauce* Explain any dish if the guest wants to know moreabout.* If the guest cannot decide even after yoursuggestion then ask him, Sir shall I call the

chef / manager to help you with your order.* After the entire order is placed ,read it out to theguest, so there is no discrepancy

later.* Thank the guest after taking down his/her order.



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* Collect the menu from the guest.* Write down the order neatly and clearly.* Send the first copy of the KOT to respective kitchen,second copy to the cashier and the

third copy to the pick up counter and the fourthremains with the steward.* Shoot the order to the kitchen from the pick upcounter. Do not forget to mention

special requests if any.* Always give the right crockery to the pick upcounter for the dish.* The steward will then serve the orders correctly asordered by the guest announcing

the name as it is served. After serving all, he willannounce Enjoy your meal


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TASK: Opening and service of table/still wine SOP NO: 28

STANDARD: White / rose wine is prepared at the back and brought to the table

PROCEDURE :

1. Put the wine bottle in the cooler and add ice toapprox. 2/3 of the cooler

2. Add water to ice level.3. Place the napkin on the cooler and place cooler on

the wine stand. If the wine stand is in use or notavailable then place the cooler on an under-platewith a napkin.

4. Carry wine cooler with the stand into the restaurantand place it on the right hand side of the host.

5. Turn bottle label facing the guest.1. Hold the napkin in your left hand (napkin to be

folded into four horizontally) and with your righthand lift the wine from the cooler.

2. Let the bottle drain and then hold it on the flat ofyour left hand with the serviette underneath. Labelfacing the guest.

3. Present the bottle to the host and identify the wineverbally, mentioning the company, variety &vintage so that host can confirm that the correctwine has been brought - Excuse me sir, your.

4. Wait for his/her acknowledgment. Upon confirmingthe order, take one step back and prepare to openthe wine bottle.


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5. Hold the bottle firmly in your left hand holding at a

45 degrees angle at waist height. Ensuring that thelabel is facing the guest.

6. With a `stewards friend in your right hand cut thefoil with the blade just above the raised ridge about5mm below the top of the bottle. (place the foil inyour pocket or in the wine cooler)


7. Close the blade of the steward's friend and openthe spiral corkscrew.

8. Hold the neck of the bottle firmly in left hand,insert the sharp tip of the corkscrew into thecentre of the cork. Slowly turn the corkscrew inclockwise direction, keeping it in line with the core

of the cork.9. Be careful to insert the corkscrew right at thecentre of the cork or else the corkscrew directingtowards the side of the bottle will break the cork.

10. Stop turning the cork screw when the last turn ofthe screw is still visible to prevent the spiral frompiercing the base of the cork

11. Tilt the arm of the stewards friend so that thelever rests on the lip of the bottle. Hold the leverin place using the side of your index finger. Now

extract the cork by raising the opposite end of thebody of the stewards friend., exerting leverage onthe lip of the bottle until the cork starts to bend.

12. Now cease the lifting action and place your thumband index finger at the base of the cork. Twist the


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cork gently onto its side to remove it from the

bottle. This technique will prevent the cork frombreaking and will allow the cork to be extractedwith out any distracting popping sound.

13. Remove the cork from the spiral and return thesteward's friend into the pocket.

14. After removing the cork, leave it on the table on a B& B plate for guest to nose (Do not ask guest tonose or do not nose by yourself.)

NOTEThe same procedure will be followed for the openingof red wines except they will not be brought to theguest on a wine cooler, they will be brought on anunderliner . Old aged red wine bottles will brought ina cane basket lined with a serviette.

15. Wipe the lip of the bottle both inside and outsidewith a serviette.

16. The bottle is held firmly in the right hand with thelabel directed towards the guest. If white /rose /champagne, then a napkin is collared around thebottle to prevent the wine from getting warm withthe heat of our hand.


17. Pour about 30 ml of wine into the hosts glass forapproval. The wine should be poured into thecentre of the glass with the bottle held above not


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touching the glass, then twisted & lifted straight

up.18. After the guest has approved the wine, fill the

guests glasses starting with the guest immediatelyto the left of the host moving clockwise round thetable. If there is a lady then the ladies must beserved first and then move clockwise. Completethe service by serving the host last.

19. When all the glasses have been filled, place theremaining white / rose / champagne next to the

table in a wine cooler with its stand. If red thenleave the bottle in the cane basket or on theunderliner.

20. Remove the B & B plate with the cork21. Keep an eye on the guests glasses when they are

only 1/3rd , then top them up22. When the bottle is empty, clear it away and ask the

host whether they require another bottle of thesame wine or another one from the wine list.

23. If the same wine is ordered again then repeat theprocedure without the tasting.

24. If a new wine is ordered then change glasses.


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TASK: Opening champagne SOP NO: 29

PROCEDURE :

1. Take the bottle firmly in hand, holding at a 45degrees angle at waist height away from theguests face. The angle helps reduce the pressureon the cork

2. Hold the bottle firmly on your left hand and withyour right hand locate the wire ring on the agraffe(muzzle or cage), and untwist it.

3. Remove foil and cage, holding the cork in placewith the thumb of your left hand as an extraprecaution.

4. Take a service cloth in the palm of the right hand

and with it cover and firmly hold the cork.5. Hold the base of the bottle with your left hand and

twist it to loosen the cork. Ease the cork gently outof the bottle into the palm of your right hand.

6. Always turn the bottle and not the cork.7. Wipe the lip of the bottle with your service cloth.8. Hold the bottle on the side of the bottle and serve

the champagne.9. Alternatively the bottle may be held with the thumb

in the punt with the fingers spread out to supportthe body of the bottle.


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TASK: Changing glassware wine glass SOP NO: 30

PROCEDURE :

1. The original glassware may be used if additionalbottles of the same type of wine as was orginallyordered are required, unless a change of glassesis requested.

2. If wine of a different style or type is ordered then

fresh glasses must be placed before the newwine is served.

3. Select the style of glassware appropriate to thestyle of wine chosen (for example, champagneflutes for a sparkling wine) and take the glassesto the table on a drinks tray.

4. Place the glasses a little further away from theguests than the original glasses and at an angleof 45 to the right of them.

5. Remove the original glasses when the guestshave finished the wine in them.6. Remember that the glasses should be handled by

their stems whether they are being placed orremoved.


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7. After-dinner drinks (liqueurs, ports and after-

dinner cocktails) should be served in freshglasses for each new order.


TASK: Service of bread SOP NO: 31

STANDARD: All guest will be served with fresh rolls, each time theyorder food from the menu

PROCEDURE :

1. A variety of bread is immediately placed on theguest table after their food order is taken.

2. All breads will be served in a breadbasket withnapkin pocket in which the rolls are placed.3. Carry the bread basket in the left hand .


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4. Serve from the left side of the guest with service

spoon and fork. Move anti clock wise around thetable , serving the host last.

5. The breadbasket is either placed on the table or isserved to every guest for the first round. Bread willbe served on the B & B plate. All bread rolls shouldbe placed straight and not upside down on theplate.

6. Remaining bread in the breadbasket will be placedon the table in the centre of the table or within

guests reach.7. Offer guest more bread if the basket is empty.8. Each breadbasket must be accompanied with butter

in a butter dish. The portion size will be dependingon the number of guests.

9. Breadbasket & butter must be cleared away oncethe guest has finished his/her meal or if guest doesnot require it anymore.


TASK: Service of appetizer SOP NO: 32

PROCEDURE :

1. Place the necessary cutlery before service ofappetizer.


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2. The accompanying sauces for the respective

appetizer must be placed on the table beforehand.3. Pick up appetizer from the kitchen. Check for the

presentation and garnishes.4. Serve appetizer from guests right. Always

announce the item you are serving.5. Place appetizer between fork & knife say heres

your .. sir/madam.6. Always tell the guest enjoy your appetizer.

STANDARD OPERATION PROCEDURE


TASK: Service of soups. SOP NO: 33

PROCEDURE :


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1. Bread/Butter will be placed on the table beforethe service of soup.

2. Soup spoons must be placed on the table beforethe service of soups.

3. Soups will be picked up from the kitchen pipinghot in soup bowls on an underliner.

4. Always check for garnishes on the soup.5. The sides of the soup cup must be clean and no

soup spill should be there on the sides.

6. Always announce the soup that you are serving.7. Soups if served as silver service will be servedfrom the tureen. Tureen with soup is placed onan underliner and brought to the table . Soup isserved with soup ladle to the pre placed soupbowl or soup plate.

8. If served by plate service method, place the soupbowls in front of the guest's from each guest'sright.


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TASK: Service of sauces. SOP NO: 34

STANDARD : Guest will be served extra sauce/accompanying sauceseparately using a sauce boat and a serving spoon. Sauces

are never poured from the sauce boat.

PROCEDURE :

1. Carry the sauce -boat on an under liner coveredwith doily paper on the flat of your left hand, withthe lip of the sauceboat facing to the right.

2. Serve the sauce from the left of the guest.3. Lower the under liner over the guests plate, so that

it is not more than 5 cm above it.4. Hold the service spoon in your right hand with the

handle of the spoon above the lip of the sauceboat.5. The serving spoon may vary depending on the sizeof the sauceboat.

6. Draw the spoon across the sauceboat towards youto collect the sauce.

7. Note that the sauce should only cover one third ofthe item

8. Move anti clockwise round the table offering thesauce to each guest in turn, with the host last.

9. Always take extra care not to drop any sauce on the

table.10. Leave the sauceboat on the table if guest request

so.


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TASK: Serving side dishes. SOP NO: 35

PROCEDURE :

1. Pick up the side dishes as per the guest order fromthe kitchen.

2. Serve the main course to the guest.3. Serve side dish from the guests left with the help of

service spoon & service fork on the Dinner or the B& B plate. Before serving ask the guestSir/madam may I ?

4. Announce the item that you are serving.5. Vegetables must always be served on the top left

side of the large plate. Potatoes shall be served ontop right side of the plate.

6. Place the remaining side dish on the top left of theguest to help himself .

7. Check during the meal if they need anotherhelping.

8. If any side dishes are presented in a separate dish

with appropriate garnish , the same will be placedon the table for guest to help himself.

NOTE


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The side dishes should be served in appropriate flatware.


TASK: Placing main plates. SOP NO: 36

PROCEDURE :1. Hold the pile of clean dry & hot plates resting on

the palm of the left hand, which should becovered with one end of a service cloth.

2. As you approach the customer, wipe the top platewith the other end of service cloth and pick it upby the rim. Keep the thumb well clear off thecentre of the plate.

3. Keep the plate horizontal.4. Lean forward slightly from the guests right and

gently place the plate on to the centre of theplace setting in front of the customer.

5. Announce your hot plate sir, madam whileplacing the plate.


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6. Place the plates with the monogram at 12 oclock

position.7. Do not move the flat wares on table while placing

the plate.8. Unrequired hands ie the hand which is supporting

the plates should be away from the guests whenplacing the plate.

Note :-

1. Check plates for chips, cracks and stains.2. Lift the plate from your hand. Do not rattle or drag the plate.

3. Use minimum finger contact.

4. Start with ladies and finish with the host.

5. Stand conveniently close to the table while placing plates.


TASK: Silver service main meal SOP NO: 37

PROCEDURE :

1. Place clean hot plates infront of the guests. (Ref

SOP no: )2. Hold the serving dish on a service cloth on the

flat of your left hand, with your left hand underthe centre of the service dish.


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3. Calculate the size of the portion allowed for each

guest, and decide how it should be presented,considering the other items to be served.

4. Silver service is done from the left side of theguest. In unapproachable covers the same maybe carried out from the right side.

5. Hold the serving dish over the guests plate, nomore than 5cm above it.

6. Place the main item of the menu ordered to thefront of the guests plate.

7. Place the vegetables around and behind the mainitem in pattern decided for the presentation.8. No items shall be placed at the rim of the plate.9. Serve the items with the service cutlery holding

the same as per SOP No : ( )10. Move anti clockwise round the table serving each

guest in turn with the host last.



TASK: Use of a spoon & fork SOP NO: 38

PROCEDURE :


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1. Place a fork over a spoon in your right hand, bothfacing up. They should rest across your middle,ring, and little fingers with their bases resting inline with the bottom of the little finger, leavingthe index finger and thumb free to move thecutlery. The handles should not protrude beyondyour little finger.

2. Slide your index finger between the fork and thespoon, and hold the fork between the tip of your

index finger and the tip of your thumb so thatyou can lift the fork with your index finger andthumb.

3. Holding the fork between the tips of your indexfinger and your thumb, raise the fork from thebowl of the spoon, keeping the ends of thehandles of the fork and the spoon together withyour little finger.

4. At no time allow the index finger and thumb toslide more than half-way up the handles of the

cutlery.5. You can now lift food items with the spoon and

hold them firmly in place with the fork while youtransfer them to the guests plate.

6. Pick the food up from the side, drawing thecutlery towards you as you lift it.

7. If the item to be moved is small or very thin, youcan remove your index finger. This enables thefork to be pressed more tightly against the

spoon, holding the item firmly. To release theitem insert the tip of your index finger toseparate the cutlery.

8. For large round items, such as bread rolls, youmay turn the fork, enclosing the item.


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9. The tops of some items, broccoli hollandaise for

example, must not be touched when they areserved. In those cases turn the cutlery for silverservice


TASK: cleaning the table SOP NO: 39

PROCEDURE :

1. Once the guest have finished his meal and shownan indication on the plate with the positioning ofhis cutlery at 4.00 and 100 clock position, theplates must be cleared.

2. The guest may be asked about the food whileclearing. E.g. I hope you enjoyed the food. Wouldyou like to have some more? May I clear your platenow?.

3. Always clear the plates only after every guest onthe table have finished.

4. Body language & stewards observation indicatesappropriate time for clearance.

5. Clearance will start from the ladies.6. Standing at the back right-hand corner of the

guests chair, lean forward and pick up the used

plate and cutlery with your right hand.7. Transfer the plate to your left hand, holding it

between the thumb and index finger. Place yourthumb over the end of the fork handle. Use the


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knife to move the left-overs to the front of the

plate.8. Place the knife under the handle of the fork at right

angles to it.9. Moving anti-clockwise round the table, place

yourself behind the next guest. Holding your lefthand (and the first guests empty plate) behind theguest, lean forward and pick up the second usedplate and its cutlery.

10. Transfer the second plate to your left hand.

Position it on a platform above the first plate,supporting it with your ring finger, your little fingerand the base of your thumb and lower forearm.

11. Place the fork alongside the other fork on the firstplate, and, using the knife, push the left-oversdown off the second plate onto the front of the firstplate to join the scraps already there.

12. Place the knife alongside the knife on the firstplate.


13. Moving anti-clockwise round the table, collect theremaining plates and cutlery. Stack the plates onthe second plate and arrange the cutlery on the


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first plate, following the same procedure as for the

second plate.

14. The number of plates, which can be collected in thisway, will depend on the waiters skill andexperience. When you have collected as manyplates as you can confidentally carry, take theplates and cutlery to the station (side board) andplace them on a tray for removal, or take themdirectly to the dish-washing area, according to the

practice of the establishment.15. Once the table is cleared the steward will crumb

the table from the right & left side simultaneouslyfor each guest before offering the dessert menu.Ref SOP NO. ( )

16. Clearing procedure is done in silence unless thesteward needs to excuse himself, for e.g. when aguest is engaged in a conversation.

17. Cleared plates are kept on the side station andbussing is performed from time to time.


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TASK: Handling cutlery dropped by guest SOP NO: 40

PROCEDURE :

1. Carry fresh cutlery on a service plate covered withdoily paper or a serviette.

2. Place the fresh cutlery on the cover in the

respective side.3. Pick up the fallen cutlery and carry the same on the

service plate to the sideboard.4. If there is any food particles fallen along with the

cutlery, it must be cleared with a service cloth orimmediately alert the house keeping.

Note: Never carry cutlery in bear hands.The fresh cutlery that you carry to the table

must be well polished and clean.


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TASK: Changing glassware as per guest request SOP NO: 41

PROCEDURE :

Guest requests to change their glasses when there is

any foreign particles in the glass or server has served

cold water instead of normal water or the guest might

want to have hot water etc.

1.Carry a fresh , polished glass to the table on asalver covered with service cloth or tray mat.

2.Pick up the dirty glass and place the fresh andempty glass on the cover.

3. Proceed to pour the beverage as per the guestsrequest.

Note: Always bring an empty glass to the table andnot filled with water for changing the glassware.


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TASK: Changing an ashtray SOP NO: 42

STANDARD : Guest always sees clean ashtrays throughout their diningexperience.There will not be more than two cigarette butts

left on the ashtray at any given point of time.

PROCEDURE :

1. Pick up a clean ashtray on a tray or salver from sidestation and proceed towards guest table.

2. Place the clean ashtray on top of the dirty one onthe table in order to avoid ashes flying down fromthe dirty ashtray.

3. Lift both the ashtray together holding it tight. Placeit on the salver behind the guest.

4. Use the right hand to keep clean ashtray the rightway up where the dirty one was.

5. Take away the dirty ashtray to the sideboardwithout the ashes flying.


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TASK: Preparing and serving fingerbowls SOP NO: 43

PROCEDURE :

1. Collect clean fingerbowls.2. Half fill with lukewarm water.3. Add a slice of lemon & two rose petals.4. Place the finger bowl on a side plate with doily.5. Carry the required number of finger bowls on a

salver to the table.6. Serve the finger bowl from the right of the diner.


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TASK: Crumbling the table SOP NO: 44

PROCEDURE :

1. Make sure the side plates, cruets, and other items

that are no longer required on the table have beenremoved.

2. Hold a B&B plate on the flat of your left hand.3. Fold the serviette in vertical shape and keep the

loose edges of the serviette down.4. Brush down from the guests left.5. Brush the crumbs onto the plate using the folded

service cloth held in your right hand6. Do not flick the crumbs, just brush them steadily

towards you with folded service cloth7. Move clockwise round the table crumbing eachguests place as required, finishing with the host.

8. Do crumbing only required.


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9. Before crumbing if you see any wet food like a

sauce dropped on the table, then carry a B & Bknife under the napkin and with the tip of the knifelift any food that is stuck on the table cloth.


TASK: Clearing sideplates SOP NO: 45

PROCEDURE :Clearing Sideplates Separately From Dinner Plates.

If there are more than four guests at the table, youwill not be able to collect the sideplates at the sametime as the dinner plates, but will have to collectthem separately, using the two-plate method

1. Take a dinner plate to the table. It will provideyou with a conveniently larger working surfacethan a side plate.


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2. Treat this plate as if it were the first dinner plate

collected, and use it as the receptacle for scrapsand the side knives.

3. Proceed round the table anti-clockwise, collectingthe side-plates and knives from the guests left.

Clearing Sideplates at the Same Time as Dinner Plates

If there are only three or four guests at the table, theSideplates may be collected at the same time as theused dinner plates, using the two-plate or the three-

plate technique. Continue anti-clockwise round thetable a second time, collecting the sideplates andknives. If using the two plate technique theprocedure is :

1. Collect the side plates and knives from theguests left using your right hand.

2. Transfer the side plate to the pile of empty platessupported by your left hand and arm, holding

your left hand well away from the table.3. Use the knife to move left overs to the front of

the first dinner plate.4. Place the knife on the first plate beside the other

knives.5. Continue until all the side plates have been

collected and stacked on the dinner plates.



TASK: taking and serving dessert order SOP NO: 46

PROCEDURE :


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1. After the main course is cleared, crumb down thetable.

2. Present dessert menu by opening the menu to thedessert section, say , here is our dessertselection

3. Inform guests on specials if any.4. Take dessert order & write down the order on a

KOT.5. Depending on the dessert ordered the cover may

be set. Set dessert spoon to the right & dessertfork to the left of each guest cover.6. Place dessert in front of the guests right. Serve

children & ladies first. Announce the dessert to theguest while serving . e.g. Heres your Madam/Sir.

7. Accompanying sauces for the dessert if any may beserved separately.


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TASK: Serving tea & coffee SOP NO: 47

STANDARD : Freshly brewed tea / coffee will be served at the end of the guestmeal in minimum possible time

PROCEDURE :

1. Suggest Tea & Coffee at the end of guest meal.2. Take order offering the choice we serve.3. Write out a KOT.4. Always find whether the guest would like to have

tea /coffee with milk or without milk while takingorder.

5.Prepare a clean & dry beverage tray with underliner.

6. Place Teapot (small for one portion & large for twoportions). Place milk/creamer (small for one

portion & large for two portions). Proceed to thepantry for pick up.

7.Place teacup, saucer, and teaspoon on the righthand side of the guest.

8. Place sugar basin if not available in the table.Check whether enough of sugar sachets and equalsare there in the basin.

9. A small cookie will be placed on the teaspoon forall Tea / coffee orders. Place tea strainer if serving

leaf tea instead of tea bags.10. In the pantry prepare tea by first rinsing the teapot with hot water, placing one tea bag per portionor 2 teaspoons loose tea & then filling with hotwater.


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11. Take the teapot/ coffeepot, hot water pot (in case

of tea ) & milk creamer on a salver to the table &offer to pour May I pour tea/coffee for yousir/maam

12. Place the tea cup & saucer in front of the guestin the centre of the cover.

13. Leave the table after saying please enjoy yourtea sir maam.


NOTE

Guests who prefer light tea may ask for hot water,so serve in a hot water pot unless specified

If there are more than three persons ordering teathen service can be done in two trips

In the first trip place all the tea cups, saucers,teaspoons and the sugar pot, under liner, teaspoon

In the second trip get the tea & offer to pour

For breakfast the tea cup, saucer, tea spoon, sugarpot, underliner & tea spoon will be a part of thecover


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Service for filter coffee will also be same except

coffee will be served in a coffee pot and milk orcream may be served as per the guests liking


TASK: Presenting and serving cigarettes SOP NO: 48

STANDARD : F&B Service personnel must always present the cigarette in a

professional manner whenever ordered by the guest

PROCEDURE :

1. Know all the brands of cigarette available.


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2. If the guest requests for cigarettes, take the order

in a KOT and pick up the same from the roomservice.

3. Open the cigarette wrapping and the cover.4. Pull out three cigarettes from the centre slightly

out of the pack5. The second one is pulled out slightly more then the

other two.6. Place the pack on a B&B plate covered with a doily

paper and a box of matches

7. Present it to the guest from the right.


TASK: Lighting a cigarettes SOP NO: 49

STANDARD : F&B service personnel will be able to light guest cigarette quickly

and efficiently


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PROCEDURE :

1. If a guest picks up a cigarette within your view,light the cigarette (preferably from right but guestconvenience is more important)

2. Hold match stick between your thumb and indexfinger, (depending on convenience) and strike itaway from yourself and away from guest

3. When lit, holding the match stick with the samefingers, keep the rest of the fingers around the

match stick, forming a cup (thus preventing theflame from being blown)and light the tip of thecigarette

4. Turn away from the guest, extinguishing the flameby fanning it out

5. Keep the burnt match stick back in the match boxin the opposite direction (can be discard later in thepantry) Never put it in the guest ashtray.

6. Avoid getting too close to the guests face and becareful with bearded guests.



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TASK: Presenting and settling checks SOP NO: 50

STANDARD : Station holder will present accurate checks to the table as soon asthe guests ask for it.

PROCEDURE :

1.The cashier must be alerted about the guest'scheck as soon as the meal is complete.

2. The steward will check the check for accuracy.3. Always check the items in the check to ensure that

it is the same as in the order. Also check for theprice.

4. Keep the check ready at the side station in a folderaccompanied by a guest comment card.

5.Be alert to the signs that guests may want theirbill.

6. As soon as the guest asks for the check, it should

be presented to the host from his right side with apen, announcing your check Sir / madam.

7. Leave the guest alone to pay in their own time.8. The steward will be observant & clear the folder as

soon as the guest places a credit card, cash in thefolder or signs the check.

9. Take the cash / CC to the cashier & return with thechange or charge slip for the guests signature.

10. Place the folder in front of the guest and

announce your change Sir /madam or may Ihave your signature Sir/Ma'am.11. Give the signed charge slip to the cashier &

return one copy of the check & guest copy of thecharge slip along with the credit card to guest.


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TASK: Handling special checks vois,NC,fastcheck out. SOP NO: 51

STANDARD : All bills must be processed & settled accurately

PROCEDURE :

A) Void checks

In case a check has to be voided for any reason,

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