SOP-Template-Food-and-Drink-Service-OBT-08LTB-OSP-T1FDS-11-12-3.doc

8/14/2019 SOP-Template-Food-and-Drink-Service-OBT-08LTB-OSP-T1FDS-11-12-3.doc

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Operational Standards

A template to help you develop standards foryour food and beverage operation

of Performance: TemplateFood and Drink Service


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Operational Standards of

Performance

Template: Food and Drink Service

Setting operational standards

At its simplest, a standard is an agreed, repeatable way of

doing something. From a practical perspective, operational

standards are those standards which are recognised by the

organisation as important enough to be published and

monitored for continuous improvement. In tourism

businesses, they relate primarily to service, and contain

precise criteria designed to be used consistently as a rule

or guideline.

Operational standards help to make life simpler and toincrease the reliability of many practices that guide us and

the services we provide. They are intended to be

aspirational - a summary of best practices rather than

general practice. tandards are created by bringing

together the e!perience and e!pertise of all employees

and the e!pectations of the customers.

1 Develop the standards

"stablishing operational standards and making them integral to how the restaurant operates willtake time. #ou need to develop a careful, well-thought-out approach that recognises$

the different types of services and customers you have% your knowledge of how your people currently perform% and

your ability to monitor performance against standards.

&owever, rather than wait until complete and 'perfect( standards are developed, you shoulddevelop your operational standards progressively. )ublish standards in areas of greaterimportance or impact first, i.e. those critical for operational success.

*se the +A acronym when developing standards$

!easurableThe standard must be measurable to be of assistance in targeting improvement,and the more specifically the standard is defined, the more measurable it will be. Therefore, astandard should be measurable by uality, uantity and timeliness.

AchievableThe standard must be reasonable and attainable, and should never be so easy thatit reuires no significant effort, or so difficult that it reuires superhuman effort. In settingstandards, you must take into account whether the people responsible for delivering the servicehave the skills and resources they reuire to meet those standards, supported by systems andpolicies that will allow the standard to be achieved.

"elevantThe standard must reflect customers( e!pectations or be designed to create a benefitfor the customer and must be relevant to your particular operation, notadopted/copied/borrowed from another.


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#ontrollableAccomplishing the standard must be within the control of a specific departmentand the measurement tools for accomplishing the desired result must be set up.

Initial standards may be incomplete or embryonic in some aspects. As you gain e!perience, youcan improve these standards and e!tend the range of services they cover.

$ #ommunicate the standards

Operational standards are intended to let your people know the level of performance e!pected of

them. eporting on performance against standards is critical if you are to make operationalstandards achievable. &owever, you can only do so if operational standards are readily availableto and understood by employees involved in their delivery, and if they are clear and easy tounderstand.

% !onitor the standards

0evelop ways to measure your performance against standards, and monitor performanceconstantly. etting customer-driven standards and measuring how well your restaurant is doingis a continuous process. It should uickly identify problems with customer service. All parts ofthe organisation should be involved in finding solutions to these problems and discussing thesesolutions with customers, where appropriate.

There are a number of measurement tools a restaurant can use. One effective way is to use achecklist or audit of the standards and track performance over time. Then, action plan any areasfor improvement identified to eliminate the problem from recurring.

& 'mprove the standards

ontinuous improvement will allow you to set higher and higher operational standards andma!imise customer satisfaction. 1y consulting customers, monitoring performance andencouraging innovation, you will be able to deliver better service.

Adapting the Operational Standards to your (usiness

tarting on the basis that the operational standardscontained in this resource are reflective of best practice,the first task is to see how these can be adapted to reflectthe uniueness of your own restaurant. There will beaspects of the standards as presented that will not apply tothe way you operate or you may have a different approachthat you want reflected in your own standards.

Therefore, each of the standards should be reviewed withthe team and amended accordingly.

This template should be used having read the Operational Standards of Performance

guide at Online Business Tools


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STANDARDS OF PERFORAN!E

Food and Drin" Service

Preparation for Service

#reeting and Seatingtion for Service

Service of Drin"

Service of Food

Billing and Pa$ment

Stores anagement

!losing Duties

Food and Drin" Service AuditFood and Drin" Service Audit

Food and Drin" Service Action PlanFood and Drin" Service Action Plan


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Place cursor over each then press !trl % !lic" to go directl$ to thatstandard

Preparation for Service

Our Standard is&

To prepare all mise en place consistently and in a timely manner, in order to facilitatean efficient service delivery.

'o( to achieve our Standard& 'o( (e (ill "no( it is done correctl$&

)* Ensure that service

personnel arrive on dut$ atappointed time

Daily supervisory checks are made to ensure thatthe expected requirements of personal hygiene andcorrect uniform/ name badge etc. are met.

+* E,plain menu items to

service personnel on a dail$basis prior to service

Familiarity with the various service procedures forthe different dishes.

Familiarity with all the equipment and glasswareused for service.

-* Allocate stations.dutiesprior to service

Clarity on duties and responsibilities for service. Special requirements for each station are

highlighted.

/* Ensure that the room ande0uipment are clean and

tid$

abletops are cleaned and polished !whereapplicable".

able cloths/mats are free from stains# tears andplaced correctly on tables.

$ar counters# taps# shelving and display equipmentare clean.

ables are laid up uniformly and symmetrically. Display tables are arranged prior to service. %ir conditioning and lights are working correctly and

create a positive ambience.1* !hec" table reservations

and allocate tables

accordingl$

ables and chairs are arranged in accordance withthe table plan# are correctly laid&up and all tableitems are clean and tidy.

Final check of reservations diary is carried out andlast minute changes are made where necessary.

2* Ade0uatel$ stoc" and

prepare for service Stocks of glasses# napkins and other equipment are

organised prior to service. %ll cutlery# crockery and glasses are clean# ready for

use and stored correctly. %ppropriate quantities of lemons# limes# and oranges

are prepared# presented and stored. 'ce buckets are

clean and fully stocked. (equisition for dry goods# condiments# snacks and

drink garnishes is retrieved and items are stocked. %ll condiments are clean# fresh and well presented. %n adequate supply of correct docket books# pens#

and wine openers is available.

3* Ensure that an ade0uate

suppl$ of clean andaccurate menus is available

%ll menus are accurate# up to date and free fromspelling mistakes.

)enu and covers are clean and tidy and create apositive impression for guests


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4* Prepare tills and floats ills are switched on# updated and till reads taken. $ar floats are retrieved and registers are stocked

appropriately# ensuring that the requireddenomination of notes and coins are in place.

Floats for lounge service staff are prepared.

#reeting and Seating

Our Standard 5s&To greet all guests in a timely and friendly manner, then seat in an efficient and polite

manner. To take food and beverage orders correctly and process the ordersefficiently.


)* Ac"no(ledge and greet

guests6 as soon as the$arrive6 (ith a smile

*uests are greeted with a smile# good eye contactand an interested facial expression.

*uests are addressed by their names !if known".

+* Offer to ta"e coats Coats are treated with care and stored safely andsecurely.

-* 7ead guests to the table and

ensure the$ are happ$ (ithtable allocated

*uests are checked that the table chosen is suitable.

/* Seat guests6 present menus

and drin"s list Chairs are withdrawn to allow guest to sit easily. Clean menus are opened and presented to each

guest and inform of any specials or off dishes. Clean wine list is presented to the host and offer of

assistance is made with selecting wine# if required. %ny wines unavailable are explained.

1* Offer to ta"e a drin".(aterorder

+re&dining drinks order is offered. ,ater is offered and served to guests.

2* Allo( guests sufficient time

to stud$ menu

-nowledge of the menu and wine list is displayed.

%ssistance is offered# recommendations are made# ifrequired.

Service personnel are attentive# but not obtrusivewhilst guests are selecting.

3* Adopt a smiling6 confidentand attentive approach

(hen dealing (ithcustomers

Service personnel establish empathy with customersand are responsive to their needs.

4* Ta"e the food order in acourteous6 friendl$ and

professional manner

Service personnel are alert to sales opportunitiesand adopt a positive approach to selling.

he food order is taken correctly and written legibly.

Cooking instructions are requested and recorded#where applicable. rder is re&checked for accuracy with customer !if

appropriate".

8* Ta"e the beverage order

correctl$ -nowledgeable of the composition of the beverage

and wine list is displayed and recommendations aremade# as appropriate.

)9*Distribute doc"ets to the

appropriate departments6

i*e* "itchen6 bar6 cashier

Duplicates are retained in order pad# for referenceand control purposes.


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))*:se the electronic orders$stem (here applicable

%ll appropriate service personnel are competent inusing the electronic system.

)+*Ensure that all items are

charged to the guest;saccount

'tems are charged correctly to the guests accountand appropriate back up is available.

Service of Drin"

Our Standard is&To promptly serve all drink items in the correct glassware and in a friendly and

professional manner.


)< Serve (ines at therecommended temperatures

0oung (ed ,ines1 23oC &24oC $urgundy 5illages1 24oC &26oC Ch7teau $ottled $ordeaux 1 26oC &28oC Champagne/Sparkling/,hite wine1 9oC & :oC.

+< Present the bottle to thehost for approval

,ine bottle is rested on palm and lower arm# on topof a clean napkin# with label facing customer.

utside rim of the bottle and the top of cork arewiped with a clean service cloth.

-< Open the bottle and see"host;s approval

Capsule is cut below the lip of the bottle. Corkscrew is inserted slightly off&centre# cork is not

pierced to end# inside bottle neck is wiped. For Champagne/sparkling wine1 the foil and wire

mu;;le are removed# the bottle is tilted at a 49 the label is visible at all times.

*lasses are replenished as necessary.

1< Serve other drin" follo(ing

the appropriate eti0uette $ottles !beer# mixer# etc." are clean# with labels

intact and checked for chipping. *lasses are clean and correct for the drink provided. $ottles and glasses are handled at the base only. Drinks are always carried to tables on a tray and

presented to the guest using a coaster. ?mpty glasses and bottles are removed from tables

by using a tray.


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Service of Food

Our Standard is&

To promptly serve all food items at the correct temperature and in a friendly andprofessional manner.


)< Ensure all portions are of a

consistent standard and si=e +ortions are evenly distributed and tastefully

presented on the plate. Correct garnish is served with each food item.

+< Serve food at the correcttemperature

@ot meals are not left unattended for a long time athotplate.

-< Set the correct cutler$ forfood items used

%ppropriate cutlery is laid prior to service of eachcourse.

/< Observe the correcteti0uette for food service

?ach guests order is matched with the mealsserved.

+resentation of food items is completed in aconfident and professional manner.

Food is served from the customers left wherepossible.

%ppropriate accompaniments are served at thecorrect time.

Staff are alert to sales opportunities and adopt apositive approach to selling.

1< Ensure that e,cellent guest

care is offered during meal *uest satisfaction is checked and corrective action is

taken where necessary. %ttentiveness to guests requirements is maintained.

2< !arr$ out clearing duties

(ithout unnecessar$

intrusion to guests

Service personnel are observant and clear tables in astructured and efficient manner.

Clearing is carried out from the right of the guest#where possible# checking with each guest beforeremoving items.

nly appropriate quantities are carried at any time. ?mpty glasses are removed using trays# without

handling the insides or rims of glasses.


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Billing and Pa$ment

Our Standard is&

To handle billing accurately. To deal with any discrepancies quickly and withdiscretion. To handle payment in a timely and friendly manner.


)< Present bill 0uic"l$ and

discretel$ to the guest6

(hen re0uested

$ills are reviewed for accuracy before presentationto guest.

'temised bill is presented accordingly.

+< !orrect discrepanciespromptl$

$illing errors are handled and resolved competently. Ao unwanted attention is brought onto guest by

error made.-< 'andle all credit card and

cash pa$ments correctl$ (eceipts are given to the guest with the correct

change.

/< Sho( appreciation for

custom *uests are thanked and gratuities are acknowledged

gracefully. Customers are bid a sincere farewell and invited to

return.


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Stores anagement

Our Standard is&

To receive and store all goods in the appropriate secured area. To account for all stockby careful issuing and regular stocktakes.


)< Ensure that storerooms

provide a h$gienic storageenvironment

Storerooms and equipment are kept clean on an on&going basis> regular deep cleaning is implemented.

$eer lines are cleaned once a week. Cardboard boxes/packaging are disposed of

correctly. Correct temperatures are maintained at all times. %dequate pest control measures are in place to

maintain a hygienic environment.

+< Adhere to safe storageconditions

Storerooms have sufficient space and storageshelving for the quantities of stock held.

Storerooms have adequate lighting for safe accessand use.

Combustible or toxic items are not kept instorerooms and cleaning agents are stored carefully.

%ll bottle labels are maintained in good condition. Cases are not stacked too high and are easily

accessible. *lass# bottles and other breakables are safely

stored. C3containers are stored safely. Storerooms are locked when not in use.

-< Ensure efficient and

effective storage of stoc" %ll items are stored by product. ?mpty cases# bottles# kegs are stored away from full

items. Spirits are unpacked and stored on designated

shelves. Stock rotation is strictly adhered to. %ll perishable goods are kept in a cool# dry place.

/< Receive deliveries at aconvenient time

Delivery times are agreed in advance with suppliersand meet business needs.

Supervisor ensures that health and safetyregulations are adhered to whilst deliveries are beingaccepted.

Supervisor has supporting order&documentation tocross reference with the delivery docket provided.

1< !hec" the deliver$ doc"etagainst the order form

Supervisor checks each case for the correct quantityand quality.

Discrepancies are noted and recorded.


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-egs are spot checked by weighing upon delivery. %ll empty kegs# cases# etc. are returned# once

delivery is finished.

2< Ensure effective issuing

and control of stoc" %ccess to stores is strictly controlled and goods are

only issued at defined times# on receipt of theappropriate signed requisition form.

'tems are only issued by the individual responsiblefor store/cellar management# or designate.

Stock taking is regularly completed and results are

recorded. %ll discrepancies are investigated.

!losing Duties

Our Standard 5s&

To carry out all closing duties efficiently and effectively at all times, to ensure the

safety and security of personnel, the premises and stock.


)< Ensure that therestaurant.bar is closed6 in

a timel$ and efficient

manner

*uests are politely informed in advance of closing. +remises are cleared in accordance with the house

policy and legal requirements.

*uests are allowed the legal permitted drinking&uptime and politely encouraged to leave.

Security check is carried out in toilets and otherareas# once all guests have departed.

+< Thoroughl$ clean the

restaurant.bar area he room is well ventilated and cleaned. ables and chairs are cleaned and replaced in correct

positions. Floor area is thoroughly swept/vacuumed and

mopped as appropriate. %ll glass# chrome# doors and mirrors are thoroughly

cleaned. oilets are cleaned and serviced.

-< !lean and tid$ the bac" ofhouse area

$ottle bins/skips are removed to back yard. %ll bins are emptied# washed and bin liners replaced. Drip trays are emptied# washed and replaced in

correct position. ,aste/ullage is accurately recorded.

/< !omplete a stoc" ta"e and

prepare a re0uisition Stock is accurately counted and a requisition is

prepared. (equisition is prepared for stock of dry goods#

condiments and wine.

1< !lean and store e0uipment

correctl$ %ll dirty glasses# water Bugs# ice buckets and cutlery

are cleaned# polished and checked.

*lass washing and coffee machines are emptied andcleaned then switched off.

%ll electrical equipment is cleaned and switched offas appropriate.

2< !ontrol and secure cash Final till reads are taken# floats retrieved and cashreconciled in a secure location.

Aon&balances are investigated and rectified. Daily takings are recorded appropriately and

deposited safely in the designated location.


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3< !arr$ out final chec"s toensure all closing duties

completed

Designated personnel ensure that all closingprocedures are completed# according to establishedprocedures.

Checks are carried out for lost property which is thentagged and stored in designated area.

%ny deviations are identified and rectified. @eating# lighting and ventilation are attended to# as

appropriate. Final security check of doors and windows is carried

out and alarms set as required.

Food and Drin" Service Audit

Date& >>>>>>>>>>>>>>>>>>>>>>>>>>> Auditor& >>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Standard easure ?es No

)* Preparation forService

To prepare all mise en placeconsistently and in a timely

manner, in order to facilitatean efficient service delivery.

Do service personnel arrive on dut$ at appointed time@

Are menu items e,plained on a dail$ basis prior to service@

Are stations.duties allocated prior to service@

Are the room and e0uipment clean and tid$@

Are table reservations chec"ed and tables allocatedaccordingl$@

Are items ade0uatel$ stoc"ed in preparation for service@

5s there an ade0uate suppl$ of clean and accurate menusavailable@

Are tills and floats prepared@

2* #reeting and Seating

To greet all guests in atimely and friendly manner,then seat in an efficient and

polite manner. To take foodand beverage orderscorrectly and process theorders efficiently.

Are guests ac"no(ledged and greeted (ith a smile as soonas the$ arrive@

5s an offer made to ta"e coats@

Are guests led to the table and chec"ed that the$ are

happ$ (ith table allocated@Are guests seated and presented (ith menus and drin"slist@

5s an offer made to ta"e a drin".(ater order@

Are guests allo(ed sufficient time to stud$ the menu@

5s there a smiling6 confident and attentive approach

adopted (hen dealing (ith customers@

5s the food order ta"en in a courteous6 friendl$ and

professional manner@

5s the beverage order ta"en correctl$@

Are doc"ets distributed to the appropriate departments6i*e* "itchen6 bar6 cashier@

5s the electronic order s$stem use (here applicable@

Are all items charged to the guest;s account@

)-*Service of Drin"

To promptly serve all drinkitems in the correct

glassware and in a friendlyand professional manner.

Are (ines served at the recommended temperatures@

5s the bottle presented to the host for approval@

5s the host;s approval sought having opened the bottle@

5s the (ine served follo(ing the appropriate eti0uette@

Are other drin"s served follo(ing the appropriate

eti0uette@


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)/*Service of Food

To promptly serve all fooditems at the correcttemperature and in afriendly and professionalmanner.

Are all portions are of a consistent standard and si=e@

5s food served at the correct temperature@

5s the correct cutler$ set for food items used@

5s the correct eti0uette observed for food service@

5s e,cellent guest care offered during meal@

Are clearing duties carried out (ithout unnecessar$

intrusion to guests@

)1*Billing and Pa$ment

To handle billing accurately.To deal with anydiscrepancies quickly andwith discretion. To handle

payment in a timely andfriendly manner.

5s the bill presented 0uic"l$ and discretel$ to the guest6(hen re0uested@

Are discrepancies corrected promptl$@

Are all credit card and cash pa$ments handled correctl$@

5s appreciation sho(n to guests for their custom@

)2*Stores anagement

To receive and store allgoods in the appropriatesecured area. To account forall stock by careful issuingand regular stocktakes.

Do the storerooms provide a h$gienic storage

environment@

Are safe storage conditions adhered to@

5s stoc" efficientl$ and effectivel$ stored@

Are deliveries received at a convenient time@

5s the deliver$ doc"et chec"ed against the order form@

5s stoc" effectivel$ issued and controlled@

)8*!losing Duties

To carry out all closingduties efficiently andeffectively at all times, toensure the safety and

security of personnel, thepremises and stock.

5s the restaurant.bar closed in a timel$ and efficientmanner@

5s the restaurant.bar area thoroughl$ cleaned@

5s the bac" of house area cleaned and tidied@

5s a complete stoc"ta"e carried out and a re0uisitionprepared@

5s e0uipment cleaned and stored correctl$@

5s cash controlled and secured@

Are final chec"s carried out to ensure all closing duties arecompleted@


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Food and Drin" Service Action Plan

Date From& >>>>>>>>>>>>>>>>>>>>>>>>>>> Date To& >>>>>>>>>>>>>>>>>>>>>>>>

Standard Area For5mprovement

Action To Be Ta"en B$ho

B$hen

Revie(ed?es.No

)* Preparationfor Service

+* #reetingand

Seating

-* Service ofDrin"

/* Service ofFood

1* Billing andPa$ment

2* Stores

anagement


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3* !losingDuties

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Documents

SOP-Template-Food-and-Drink-Service-OBT-08LTB-OSP-T1FDS-11-12-3.doc