SOP Beverage Pickup and Service in Restaurant /BARwestgateindia.com/forhoteliers/pdf/FBS-BAR SOP.pdfSOP – Beverage Pickup ... Line the tray with the linen napkin to improve the look

TRAINING & DEVELOPMENT: WESTGATE HOTELS

SOP – Beverage Pickup and Service in

Restaurant /BAR

Make sure the beverage are made as ordered:

1 or 2 minute after having punched your order in the POS terminal, or delivered the

written Captain Order copies to the kitchen and cashier, go to the bar counter.

Mixing, pouring, garnishing and serving drinks the same way every time is the mark of a

quality operation.

Give priority to ladies‟ orders.

Check each beverage for the following:

Is it the correct beverage?

Is the glass used to serve the beverage correct?

Is the garnish correct?

Have special instructions been followed.

Has anything spilled over the side?

Place drinks on the beverage tray:

Carry the drinks to the table concerned (always with a tray).

Line the tray with the linen napkin to improve the look of the tray and to avoid spills and

moisture.

Keep extra Napkins on the tray.

Pick up the beverage item(s) from the bar counter.

Before leaving the counter, double-check the items with the Captain Order (or the printed

order).

Carry the tray to the table:

Carry with the left hand horizontally under the tray center and if it is a large tray, use

both hands.

Keep in mind the order in which you will serve the drinks so your tray will be balanced

until the last drink is removed.

Balance the tray at shoulder level on your fingertips, not on your forearm. If the tray is

carried on your forearm, there are chances that it may tip over.

Keep your back straight as you stand up.

If required steady the tray with your free hand.

Server Beverage to the guest:

Always Serve ladies first and host of the group last.

If the beverage napkins at your hotel are having a logo, then place the napkin in such a

way that the logo faces the guest.

Avoid reaching across guests. Move around the table and serve every guest from him

right side with your right hand when possible.


Handle stemmed glasses by the stem or base. Your hands will warm the drink if you

touch the outside of the glass. Never put your fingers inside the glass.

Place the glass on the center of beverage napkin.

Follow the guest check or order pad to serve the correct drink to each guest. Do not ask

who ordered which drink.

It is also a good practice to repeat the name of the drink and any special requests as you

serve each drink to ensure that it is correct.

Be sure that all the beverage items for the table concerned have arrived.

Double-check all the drinks with the Captain Order (or the printed order) one by one.


SOP – Clear Bar Counter, Lounge and table

during service

Table Clearing:

A table that is not properly cleared can easily create a bad impression. One should strive

towards having as few items on the tables possible.

Wait to clear glasses and plates until more than one guest at a table is finished, so guests

who are still eating or drinking do not feel rushed

After all guests have finished their course, all plates, cutlery and side dishes related to the

dish must be removed.

For removing equipment from the table, the same service rules apply as for serving the

items.

If the item is served from the right, it must be removed the right. Of course, if the guest is

not easily reachable from that side, one shall collect the items from the other side.

After the last course, but before the dessert, all plates, cutlery, condiments. Bread &

butter are cleaned from the table and any crumbs are removed.

When a glass or bottle is empty (and there is no refill) they must be removed

immediately.

All equipment brought to the kitchen will be sorted by the waiters. Glasses will be put in

the appropriate racks, cutlery will be put in a soaking pan, food leftovers will be disposed

of and plates will be stacked for washing.

Clearing Bar Tops and Lounge:

Remove glasses, napkins, food plates and silverware that are not being used.

Clear empty plates from the guest‟s right with your right hand.

If a guest appears to be finished with an item, but the glass or plate is not empty, ask the

guest if you may remove it.

Put used glass or plate is not empty; ask the guest if you may remove it.

Never stack dirty plates in front of guest, pick them up separately and stack them away

from guest.

Pick up any popcorn or snacks on the floor.

Changing used Ashtray’s:

Turn a clean ashtray upside-down and place it over the dirty ashtray on the bar or table.

Pick both ashtray up and place the dirty on your tray or behind the bar, The “capping”

method will prevent ashes from falling on guest, the bar top, or the table as you remove

ashtray.

Place the clean ashtray back on the table or bar counter.


SOP – Closing routine duties in BAR

Closing Routine duties in hotel BAR:

Closing duties are different in different lounges. Your closing duty checklist lists your

responsibilities for the end of your day activities.

Clean all unnecessary used items in the bar counter i.e. (used glasses, ashtray, display,

table mats etc.)

Wipe crumbs from chairs and tables into beverages napkins and throw them away.

Wipe tables and chairs with a clean damp cloth, followed by dry cloth. Never user linen

napkins for cleaning.

Arrange tables and chairs neatly as guests leave. Pick up paper or debris whenever you

see it.

Follow standard dish-room procedures for scraping and tacking soiled dishes.

Help the bartender put away items and washes glasses.

Remove corks, foil scraps, labels and other debris form baskets to avail plugging drains.

Empty ice and water into the appropriate sink.

Dry the ice buckets with a bar towel.

Spray trays with hot water to remove food residue.

Spray the trays with a sanitizing solution. Then stack them upside down at right angles to

allow them to air-dry.

Date and store food, such as condiments and garnishes, that has not been exposed to

contamination.

Throw away food that has been in the temperature danger zone too long.

Throw all the cut garnish and spoiled fruits.

Return empty wine and champagne bottles to the bar for inventory.

Keep all the display bottles inside the store cabinet.

Put all the used glasses and Store and Pour in the glass wash machine.

Clean and wipe the corresponding area, bar counter, sink, glass rack, display rack etc.

Start your closing inventory and re check all the stocks for requisition for the next day.

Clean and wipe all the glasses and Store & Pour, place it in the dry area.

Turn Off all the electronic equipments i.e. (Bar Display Lights/Blender/ Swirl Machine

etc.)

Lock and close the entire store cabinet, fridge etc.

Double check all the areas.

Turn Off the electricity.


SOP– Equipment cleaning in BAR

Wipe the table top and the chairs:

Use a damp rag to wipe the surface of the tables one by one.

Sweep the Bread crumbs out from under the chairs and tables.

Never user linen napkins for cleaning.

Silverware polishing:

Pick up the washed silver from the dish-washing area and deliver it to the polishing area.

Prepare hot water in stainless steel pot, put the silverware into the hot water before

polishing.

polish by using an adequate silverware cleaning cloth.

Check the silverware for any damage.

Make sure all the silverware is stocked in good order.

Glassware polishing:

Pick up the washed glassware from the shelves located at the dish washing area.

Deliver them to the polishing area by using glass racks.

Prepare hot water in a stainless steel pot, steam the glasses in/over hot water and polish

them using glass towels.

Check the glasses for chips, marks, etc.

Hold the glass by the stem or base with a clean towel when handling after polishing.

Deliver the polished glasses to the service station using the appropriate trays.

Condiments and sauces cleaning:

Collect all the Sauce bottles, line them up on the table and top up bottles where necessary

until full but do not mix brands.

Wipe the top with a wet cloth and the entire bottle if dirty.

Prepare hot water in a stainless steel pot, put all the sauce bottle caps into hot water for

about 10 minutes.

Take out the caps and wipe them with a clean wet cloth and polish them with a dry towel.

Deliver the bottles to the service station after cleaning.

Salt and pepper set weekly checking:

Collect all the salt and pepper sets in a large container (stainless steel tray or bowl).

Dry any damp salt by placing the container near heat in the kitchen (ask permission from

the cooks).

Prepare hot water in a stainless steel pot, put all emptied shakers into the hot water.

Take them out after 10 minutes, wipe and polish them with a clean towel.

Refill the bottles with salt and pepper, and deliver them to the preparation service station

after cleaning.

Salt and pepper set daily checking:


Collect all salt and pepper containers in one place, remove the caps and clean the exterior

of the containers.

Refill with new salt or pepper until 90 % full. No salt or pepper containers shall have less

than half of its capacity.

Wipe and polish the tops and caps (check that holes are clear on the caps), and deliver

them to the service station after cleaning.

Peanut bowls:

Collect all the peanuts bowls in one place. Remove the peanuts and clean the bowls.

Place the clean bowls to the appropriate place after refilling with peanuts.

Candleholders:

Collect all candleholders in one place. Remove the remaining candles and wax.

Clean the candleholder as appropriate to their constituent material(s) as trained.

Return them to the appropriate place after cleaning.

Menu cover and insert:

Check and clean the menus daily before the outlet opens.

Destroy menus that are worn, crimpled or stained upon the Outlet manager‟s approval.


SOP – Greeting guest upon arrival Welcome the guest(s).When guests arrive, welcome them with the local greeting.

Appropriate greetings:

Address them with the appropriate greeting for the time of, as follows:

– 11.59 - “Good morning”

12.00 – 17.59 - “Good afternoon”

18.00 – 23.59 - “Good evening”

Use the guest‟s name, when know.

Try to call the guest by her/his name : e.g., “Good morning Mr. XXX, how are you?”.

Check for any reservation.

Politely ask if they have a reservation. If yes, ask for the guest‟s name and guide her/him

to the reserved table.

If no, ask if the guest requires a non smoking table/smoking table/window table.

Guide the guest to her/his table.

Do not walk too fast when showing the way to the guest. Say to the guest : “This way,

Madam/Sir” with palms open.

Pull the chair out (ladies first).

Pull the chair out to ease access to the table and push the chair back when the guest is

sitting.

The hostess leaves the table by saying to the guest ; “Enjoy your meal, Madam/Sir/Ladies

and Gentlemen”.

Waitress / Waiter:

Welcome the guest(s) with a smile.

When the guest has been seated by the hostess, approach the table and welcome her/him

with a smile.

Greet guests as soon as they are seated.

Introduce yourself by name. Eg: Welcome to (Name of the property / restaurant). I‟ am

James, your Waiter / Cocktail server etc.

Tell guests about the specials.


SOP – Guest Farewell Greeting in

Restaurants

Settle the guest bill / cheque as per the preferred method of payment of the guest.

Examples of Method of payments:

Cash

Credit Card

Foreign Currency / Traveler‟s Check.

Bill to Company / City Ledger / Vouchers / Coupons.

Hand over the Feed Back form while you are printing receipt.

When the guest has paid the bill and prepares to leave the restaurant, the waiter should

stand nearby.

She/he shall pullback the chair of the guest and help her/him whenever necessary.

Check if the guest has taken all her/.his belongings. If not, discreetly attract the attention

of the guest to the forgotten item.

Accompany the guest to the entrance of the restaurant and thank him, by saying Thank

you for dining at (name of Restaurant).

Tell him we are looking forward to welcoming him/ her by saying , Wish to serve you

again or Hope to serve you again soon.

In case the guest leaves without settling the bill then Inform the security and your

manager immediately


SOP – MISE EN PLACE IN - Lounge / BAR

Service staff:

Prepare the mise-en-place for chinaware as trained.

Pick up the washed chinaware from the shelves located at the dish-washing area and

deliver them to the polishing area.

Prepare hot water in a stainless steel pot, and polish every item, using a chinaware towel.

Deliver the polished chinaware to the service station using trays.

Glassware:

Pick up the washed glassware from the shelves located at the dish washing area, deliver

them to the polishing area by using glass racks.

Prepare hot water in a stainless steel pot, steam the glasses in/over hot water and polish

them using glass towels.

Check the glasses for chips, scratches, lipstick marks, etc.

Hold the glass by the stem or base with a polishing towel after it has been polished.

Deliver the polished gasses to the service station using the appropriate trays.

For flatware polishing, i.e., forks, knives, spoons, etc. :

Pick up the washed flatware from the dish-washing area, and deliver the items to the

polishing area using trays or racks

Prepare hot water in a stainless steel pot, put the flatware into the hot water before

polishing and polish using a silverware towel

Check the flatware for any damage, bends or scratches.

Hold with a cleaning towel after polishing, and deliver to the service station suing the

appropriate trays.

Make sure all flatware is stacked neatly in the assigned service station drawers.

Condiments and sauce bottle:

Collect all the Sauce bottles and transfer the contents from bottle to bottle until full but do

not mix brands.

Wipe the top with a wet cloth and the entire bottle if dirty.

Prepare hot water in a stainless steel pot, put all the sauce bottle caps into hot water for

about 10 minutes. Take out the caps and wipe them with a clean wet cloth and polish

them with a dry towel.

Deliver the bottles to the service station after cleaning.

Salt and pepper set (cruet set):

Collect all salt and pepper containers in one place, remove the caps and clean the exterior

of the containers.

Refill with new salt or pepper until 90 % full. No salt or pepper containers shall have less

than half of its capacity.

Wipe and polish the tops and caps (check that holes are clear on the caps), and deliver

them to the service station after cleaning.


Napkin folding:

Pick up fresh napkins from the linen room during the authorized hours, twice a day.

Fold the napkins in a designated shape according to the Manager‟s or Supervisor‟s

instructions.

Deliver to the service station after folding.

Fill up the service station and bring the following items according to the established par

stock :

Water pitchers

Sugar bowls

Sauce bottles

Table clothes

Matches

Flatware

Toothpick holders

Salt and pepper sets

Ashtrays

Coffee cups

Service trays

Water goblets

Fill up the ice container.


SOP – Opening routine duties in BAR before

service

Opening Routine in Hotel BAR:

Switch on the Bar lights, display lights, glass wash machine and plug in all bar electronic

equipment i.e. (Blender, Swirl Machine etc.)

Read and check the Log book hand over notes and requisition book.

Check the Bar counter, sink, utensils and fridge.

Clean up spills with the damp cloth, followed by a dry cloth. Do not user a linen napkin

to clean up spills. Use only designated cloths or cleaning towels.

Report stained or damaged upholstery or carpeting to Housekeeping / Maintenance

department.

Move and adjust tables and chairs as needed.

Ask the housekeeping department to vacuum the BAR lounge thoroughly.

Wipe all tabletops with a damp cloth and sanitizing solution followed by a dry cloth.

If the BAR uses table top candle lamps:Place a new candle in each candle lamp as

needed, or refill lamps using liquid fuel. Make sure that wicks are in good condition.

Brass and silver rims of the lamps has to be polished if necessary.

Check flower arrangements and make sure the vases are clean and flowers and greenery

are fresh and neatly arranged.

If the hotel uses artificial flower arrangements then, make sure that they are free from

dust.

Adjust the drapes and blinds. Make sure that they are hanging neatly. If required adjust

them to get the best appearance.

If there is any food residue or stains on the drapes and inform Housekeeping immediately

so they can do the required cleaning / replacements.

Place clean ashtrays on tables in the smoking section. Place a fresh, closed book of

matches in each ashtray.

Check all billing stationary, equipment, POS terminals and printers are in place and

working properly.

Set up the Bar counter, displays, tent cards, tissues, Bar table mats, display and pouring

bottles, speed rail.

Pick up all stocks that had been requested yesterday.

Clean and wipe all the new stocks and replenished the fridge, store cabinet. Always

follow F.I.F.O. Standards.

Clean and wipe all the glasses “No water spot should be visible”

Re wipe all the bottle displays, wine rack, draught taps etc.

Prepare your garnishes, fruits and refill your Bar organizer.

Make the opening inventory so you can double check the availability of your stocks and

expirations.

Re check all your routine/checklist and you‟re ready for operation.


SOP – Process drink re orders in BAR / Lounge

Verifying with guest if they would like another beverage:

Suggest another beverage when the guest‟s glass is one-half to three-quarters empty.

Always count the number of alcoholic beverages each guest has.

Provide complimentary snacks like nuts or other high-fat snacks to slow absorption of

alcohol into the blood.

Taking down second order on your scribbling pad:

Draw a line under the first order and write the new orders below the line. This will help

to easily distinguish between the first order and the repeat or new order.

You can also write the word “repeat” on the scribbling pad if all guests in the table re

order‟s the same drink for the next round.

Serve additional beverages:

Clear any empty glasses when you server or before you serve the repeat order.

Always bring a fresh glass with a fresh bottle of beer.

Never out your fingers inside glasses when you are removing them from the bar or

lounge tables.

Put used glasses into your service tray.

Please a new beverage napkin in front of the guest.

Place the new drink on the beverage napkin.

Monitor guests closely for signs of intoxications:

Stop alcohol service to intoxicated guests.

Inform the Manager about the situation.

Ask the help of a co-worker or manager to watch or help as you refuse to serve alcohol to

a guest.

Remove all alcohol from the table which is in reach of the intoxicated guest.

Do not argue with the guest, Suggest Mock-talis, non alcoholic beverages or food instead.


SOP – Serving wine in Restaurants /BAR

Collect the bottle of wine:

Pick up the wine bottle from the service bar and make sure it is the correct one that has

been ordered and that it is at the right temperature

For Red wine, put the bottle into a wine basket

For White wine, prepare a wine cooler with enough ice cubes and water

When carrying the bottle of wine into the restaurant, always have your service napkin

with you. Be careful when carrying wine.

Present the bottle of wine:

Make sure you have placed the correct wine glasses on the table

Put the wine cooler with stand and napkin next to the guest table or the wine basket on

the assigned station

To present the bottle of wine, place the service napkin over your left hand, place the

bottle of wine in your left hand holding the neck of the bottle with your right hand, then

step to the right side of the guest (host) who ordered the wine

Present the bottle of wine with the label facing the guest. At the same time say the name

of the wine (e.g. : “Old Vine Zinfandel 1968, Sir”)

Open the bottle of wine:

Place the bottle on the service trolley or sideboard next to the guest table. Take the bottle

neck in your left hand and hold it tight

Open the bottle with a corkscrew, using a knife to cut the foil from the top of the bottle

either on or under the rim. Do not turn the bottle while cutting

Clean the top of the cork with a service napkin, hold the bottle tight in your left hand,

then insert the corkscrew into the middle of the cork. Do not push too hard

Turn the corkscrew slowly into the cork. Lift up the cork slowly, trying to avoid any

noise. Remove the cork from the corkscrew and place it on a side plate and clean the

bottle neck with a service cloth.

Unless you are a wine expert, do not smell the cork

Take the bottle in your right hand and pour the wine slowly from the right side of the

guest (host), into the guest‟s (host‟s) glass, filling the glass only ¼ full, with the label

facing the guest

After the approval of the host, pour the wine into the other glasses, ladies first, counter

clockwise and the host last, then place the bottle back into the wine cooler or wine basket


SOP – Setting up service concept in BAR /

Lounge General Service Concept:

The philosophy of each of the BAR / Lounge shall be innovation through simplicity. The most

important feature is the well being of the guest.Therefore, a guest shall not wait more than 15

minutes for her/his cocktail despite the waiter taking care in her/his cocktail presentation.

It is more important to take care of the guests instead of taking care of ourselves.Friendly and

efficient service is far more important in impressing the guest and making her/him a repeat

customer.The use of new technologies within the outlets will improve efficiency throughout the

F & B Division, which will result in more time to take care of customers instead of completing

administrative procedures.

All guest must be :

Greeted at the entrance by the Hostess or Supervisor.

Asked if they are a smoker or non-smoker.

Assist in seating the guest.

When the drink order has been made, it is written in a Captain Order booklet and passed

to the Supervisor or waiter in charge of the station.

In the case of an electronic POS system, the order can be directly punched in by the

remote control device or at the terminal and the order is immediately printed in the bar.

The Supervisor or waiter taking care of the guests must :

Greet the guest appropriately.

Deliver the drink(s) ordered.

Render appropriate service according to the Training Manual:

Serve and clear the bar when required

The Restaurant Manager or subordinate authorized by her/him is in complete charge of

the service aspect of the outlet and must ensure that guests are satisfied with the quality

of F & B service.

A guest history card shall be made for every guest who is a resident of the city or anyone

else who has patronized the establishment more than three (3) times,

Reservations shall be taken by the Restaurant Manager or anybody authorized by

her/him.

Required information while taking table reservations by phone :

Name of the host.

Number of persons.

Day of reservation and meal period.

Contact telephone number.

Special requests if any, e.g., smoking / non smoking, table position, etc.

Table Preference.


SOP – Store Requisition and inventory BAR For every F & B store requisition, a requisition form has to be completed.The form must carry

the signature of the Outlet Manager / Outlet Chef / Stewarding Manager / Catering Manager (as

applicable), and must be duly authorized by the Executive Chef (food) or Beverage Manager

(beverage) or the Director/Manager of F&B (other items).

All requisitions must be made the day before collecting the items from the store room.

Collecting the goods will be done within the opening hours of the store room, and

following a pre-established schedule approved by both the ADMINISTRATION and the

Food & Beverage Departments.

The related stocks are to be used on a FIFO (First In / First Out) basis by using the

relevant bin cards.

Inventory for Non-Alcoholic Beverages:

Check your par stock list to determine how much of each item should be on hand.

Par stock list provide consistent setup and control of the Bar operation.

Check your inventory form to determine how much of each item you already have in

hand.

Find out how much to order by subtracting the amounts on the inventory form from the

total amounts on the par stock list.

Eg: Total Par Stock = 55 Nos.

Total Available = 40 Nos.

Total no. to order= 10 Nos.

Write this amounts on the beverage requisition form or enter on the (MMS) Materials

management software as a store request.

Inventory for alcohol:

Count full bottles of each type of liquor, wine and beer.

Round the amounts on an inventory form.

Estimate how much alcohol is left in each open bottle of liquor and wine.

Record the amount on the inventory form.

Inventory for Food:

Count whole fruits, vegetables, un opened containers of juice and dairy products.

Do not include fruits or vegetables which are already cut on the count.

Record the inventory on the form.

Prepare a food requisition:

Check your par stock list to determine how much of each item should be on hand.

Check your inventory form to determine how much of each item you already have.

Find out how much to order by taking the difference of the above two totals


SOP – Suggestive selling and upselling in

BAR

It‟s a fact that People goes to bars and lounges to get away from their routines, and most guests

don‟t know what they want to order when they arrive.

Know your product:

Be enthusiastic- It‟s easier to sell something which you are excited about.

Make beverage sound appealing – Eg: user words like “fruity”, “Icy” and thirst

quenching” etc.

Find out if guests are in a hurry or only have time for a quick drink; whether they like

sweet or tart beverages etc.

Offer a choice: “ Would you like Smirnoff‟s or Absolute in your vodka and tonic?

Check with the Outlet Chef for any daily specials and their specific ingredients.

Specific suggestions:

Recommend to the guest(s) any special dishes that were defined during the preceding

briefing, and describe the ingredients used :

“May I suggest (exact name of the dish as described/displayed by the Outlet Chef) for

your lunch/dinner?”.

Suggest the unusual:

Suggest beverages and foods that naturally go together. Eg: Beer and Pizza, wine and

cheese, margaritas and nachos.

If the guest is not convinced, make another suggestion (one item only).

Always ask for the sale. After you suggest and describe a beverage, ask if the guest

would like to try it.

If the guest still does not respond, tell her/him: “I will be back shortly.


SOP – Wine and Beverage order taking -

Restaurants / BAR

Beverage Order Taking:

After the guest has been seated, approach the guest‟s table with the beverage menu.

Approach the guest from the right side and ask if she/he would like to have a drink or if

she/he would like to see the beverage list.

Recommend any special drinks or cocktails.

If the guest requests to see the menu, hand the menu to the guest and step back within

attentive distance to wait until the guest has made her/his choice.

Take order from women first, then men and finally from the host.

Ask the guest for the order, ask politely;

“Excuse me Madam/ Sir, may I take your order?”.

Verify the legal drinking age of guests who order alcoholic beverages. [ If required by

local jurisdriction]

Place a Beverage napkin in front of every guest as you ask for his or her order. This will

help you to keep track of who has ordered.

Leaving a beverage napkin at the table will let other servers know that you have checked

with the guests.

If the beverage napkins have a logo, then place each napkin so the log face the guest.

When the guest is ready to order, listen carefully and write down all the details. Face

guest when taking the order and maintain eye contact

Repeat the order, to make sure you get the order correct, by saying:

“Madam/Sir, your order is (list name(s) of beverage item)”.

Enter the order in the Pos terminal (or remote device). Where available, and the order

will thus be printed in the dispense bar.

Where no „no-line‟ system is available, pass one copy of the Captain Order to the kitchen

and one to the cashier.

Consult the order to check which types of food the guest has ordered.

Wine Order taking:

Present the wine list.

Approach the guest, or host if applicable, from the right side and present her/him the

wine list with your right hand.

Recommend the appropriate wine.

Note: Red wine is more suitable for red meat, e.g., beef or pork dishes and white wine is

more suitable for white meat or seafood dishes, e.g., chicken, fish and shellfish.

Step back at an appropriate distance.

When the guest has ordered, repeat the order and thank the guest before leaving the table


SOP – Guidelines for conducting F&B service

departmental meetings The Food and Beverage service department should conduct regular pre-shift meeting with all key

staff members and also monthly meetings with F&B Director and HOD‟s of each outlet.

Daily Pre Shift Meetings:

Pre shift meetings are ideal times for managers to emphasize teamwork and develop

common goals with staff members.

Pre shift meetings should also give staff members an opportunity to ask questions and

have them answered.

Minimum of one briefing daily to be conducted for staff in each outlet.

Time of briefing be decided based on business levels, max. staff availability etc. and last

15 to 20 minutes.

Managers should listen closely to the concerns and ideas of staff members expressed

during pre shift meetings

The staff member is to be well prepared with a working pen and an adequate notepad.

The meeting comprises a review of the previous day, that day‟s upcoming activities and

the next day‟s main topics.

Events in the local community that could make the upcoming shift busier than usual.

Special arrangements for guests celebrating birthday parties, anniversaries and other

occasions.

Merchandising and up selling techniques.

Daily food and beverage specials.

Introduction of new staff members.

Recognition of staff member activities.

Tips for handling equipment and supplies.

Reading out important guest feedbacks that guest have turned in.

No minutes are to be taken.

Monthly Meetings:

The Food & Beverage managers meeting will be held every month on a day and time that

are highly appropriate, according to the hotel‟s F&B operation activity ,structure and

business level.

All F & B Department Heads must attend the Food & Beverage meeting.

The meeting covers all F & B related activities such as operations, personnel, finance,

sales and promotions. All problems shall be tackled and both the Department Heads and

the Management Team shall come up with solutions.

The financial performance of each outlet are reviewed and recommendations are given to

meet the monthly targeted budget.

Reports for ancillary income brought in by special-functions and business.

Planned special events and promotions.

Special arrangements for upcoming holidays.

Strategies for or changes to food and beverage service.


Specific objectives and/or tasks are given to each Department Head.

This meeting shall not exceed 90 minutes.

Minutes will be taken.

Documents

SOP Beverage Pickup and Service in Restaurant /BARwestgateindia.com/forhoteliers/pdf/FBS-BAR SOP.pdfSOP – Beverage Pickup ... Line the tray with the linen napkin to improve the look