Part One

The F&B Standard operating procedure

Introduction

Excellence means never settling for second best. When we are serving our guest, we should do so to the highest level of our ability, maintaining at all times professionalism to the public, which will create a lasting impression. Follow the guidelines and standards that we were trained to do, thereby ensuring customer satisfaction.

This manual has been compiled in an effort to present a listing of topics and areas that need to be covered in your introduction to this business. It lists policies, procedures and areas of training that we feel are necessary to be covered for the successful operation of the Food & Beverage Business, as well as other information, which should prove helpful to you.

Always keep in mind that the successful operation of your restaurants and bars will only be accomplished as a result of our collective teamwork and through open and direct communication. Please feel free to contact us any questions or challenge that you may have, so that we may attend to your needs.

Standards have been identified for each task. And it's mostly focus on guest service issues, as we go forward; this standard should be continuously reviewed, enhanced and added to,

As a basic guideline, the only person who may change a standard is the guest, to meet their own particular personal need/s at the time. However, this should not set a precedent, and where a guest is a regular customer, their Guest History Profile should be updated and communicated to staff in subsequent briefings.

The Training Benefits

Before training begins… you should know that you are special! Not everyone has what it takes to be a good service person. After all, you are in the F&B service business – the only one in which the production, selling, and serving of a product are all carried out under one roof. It is all about anticipating our guest's needs and offering total service to each and every guest that comes to our hotel.

In order to make this happen, all staff members must be effectively trained; and by this we mean knowing when and how to apply what you have learned to everyday execution of your responsibilities.

Understanding the importance of training, even if you are experienced, can help you make the most of this career opportunity.

Why You Were Selected

• Your positive attitude

• You have been selected because you display the characteristics of a good service person

• Your desire and willingness to work

• Your desire to do well and achieve

• You are motivated to achieve a goal and you are enthusiastic about pursuing it

Now stop and think for a minute about what motivates you. Why do you want to be a successful food and beverage professional? There may be any number of motivating factors, but chances are you need and want to be rewarded for your efforts. The purpose of training is to provide you with the knowledge to develop the skills, which are necessary to do the assigned job so that you can reap the rewards.

To assist you in your successful development as a F&B Professional, we recommend you refer to this Handbook often and try to assimilate its contents.

General Standards

Develop communication skills

Non-verbal Communication

Verbal communication refers to messages we send by speaking.

Non-verbal communication is what some people call body language. Non-verbal communication refers to messages we send through our appearance or behavior For example, one’s posture, gestures, and facial expressions all communicate feelings and attitudes.

To improve your non-verbal communication skills, consider the following:

Handshake

In our culture, the handshake (using the right hand) is a gesture of friendliness and welcome. It is socially acceptable for both men and women to shake hands when meeting. A good handshake is firm but not overpowering, and is accompanied by a pleasant smile.

Eye Contact

In most western cultures, making eye contact shows honesty, respect and self-confidence. If you want guests to feel comfortable and welcome, it is very important that you maintain regular, but not fixed eye contact. Staring fixedly at some one can be perceived as an aggressive gesture.

Grooming

A well-groomed appearance communicates your respect for your guests and pride in yourself and your profession.

Body Language

Straight posture, a relaxed and controlled face, a natural smile, and purposeful body movements communicate to your guests that you are friendly, open, and competent. You can always check on how your doing by observing yourself in a mirror.

Distance Between Speaker And Listener

Every culture accepts different distances between two peoples that are speaking for the first time. As a rule of thumb, do not close within 3 feet of distance and be aware of guests movements, e.g. if he is walking backwards, he is indicating through his body language that he wishes more space between him and you.

Communicate Effectively

Communication is effective when the person receiving a message (for example, a co-worker) responds in a way that the person (for example, you) sending the message would like.

Becoming An Effective Communicator Means

• Using verbal communication skills well

• Using non-verbal communication skills well

• Seeking assistance to overcome communication barriers, such as those you might experience in trying to communicate with someone who is deaf or speaks a foreign language

Communicating Verbally. Skills

• Speak directly to the person being addressed

• Maintain a pleasant tone of voice

• Pronounce words clearly

• Speak at a moderate pace

• Speak loudly enough to be heard, but do not shout

• Do not use slang, swear words, industry jargon or complex language

Communicating Non-verbally. Skills

• Maintain comfortable distance between yourself and the person you are addressing.

• Make regular eye contact

• Be well groomed

• Have straight posture, a relaxed and controlled face and a natural smile

• Use purposeful body movements

• Use gestures that are consistent with your verbal message. If your body language sends a different message than your words, people will consider you insincere and probably go with the meaning they see in the non-verbal message

When communicating with someone, who cannot understand you, consider the following ways of overcoming the communication barrier:

With someone who speaks only a foreign language, try to find a co-worker or another guest who knows the speaker’s language and can interpret his or her words. You can also use simple gestures or drawings to communicate.

With someone who is deaf, speak slowly and clearly, looking directly at the person. Also use simple gestures, written messages and/or drawings to communicate.

Establish Connection With Guests

Establishing connection with guests means getting along with them and making them feel comfortable. Good rapport is built on the effective use of all the communication skills described above.

How Do You Establish A Rapport With Guests?

• Acknowledge their presence by making eye contact or greeting them verbally

• Make them feel welcome by smiling and, if you know them, using their names and titles such as Mr., Mrs. or Dr.

• For repeat guests, acknowledge their return. For example, greet them by saying, “It’s nice to see you again” or offer them a favorite drink or table.

Be Aware

• We relay more information non-verbally than verbally, because appearances and actions are more closely related to our feeling than the things we say. Maintain a professional, positive attitude and your non-verbal communication will reflect that.

• Maintaining eye contact with the person you are communicating with is a very important way of showing you are interested and open, but remember that keeping direct eye contact for more than 10 seconds at a time makes most people feel uncomfortable.

• If you want to communicate a positive message, then be sure that your:

• Appearance is clean and professional

• Body language is welcoming

• Voice is confident and friendly

• Words are clear and appropriate

• Are you uncertain about how you sound? Tape-record your voice and play it back to yourself. If you find you tend to speak too quickly or too slowly, too loudly or too softly, practice adjusting your speech to correct the problem.

• Be sure to pronounce words, especially food and beverage items, correctly as well as clearly. Ask your supervisor, the chef, the Maitre ‘D and/or other co-workers for guidance in pronunciation.

• Remember that the type of words you use can affect how you sound to your guests. Choose your words carefully, for example say, “May I remove your plate?” and not “All finished?”

• If you practice active listening, you will:

• Make your guests feel more welcome

• Cut down on costly ordering errors

• Cut down on guest complaints

• Communicate better with your supervisor/co-workers

• If guests ask you for suggestions or recommendations about menu items, be informative and positive. Take their orders with a smile, a nod of the head or some approving comment, no matter what your personal opinions are about their choices.

• One of the most difficult tasks to learn in becoming a good listener is to wait before reacting to what you hear, especially if what is being said seems threatening or negative. When someone is speaking to you, listen for the complete message so that you can react fairly and sensibly.

• For many guests, being made to feel at home or special counts for as much as the quality of the food and service. Keep this in mind and you’ll find many guests coming back, some of who will ask to have you as their server.

• A good way to learn the names of guests who are regular customers is to note their names on the reservation list. Addressing them by name while you serve will help you remember the names. Another way of learning names is to take note of names on credit cards.

Direct Communication Skills

Telephone Etiquette

• Phone service should be highly efficient at all times, Answered within 3 rings using standard greeting method;

• Use the guest’s last/family name, when known, in a natural and discreet manner;

• Sound calm, helpful and organized, giving the guest an unhurried impression;

• Speak to guests in an attentive, natural and courteous manner – the voice with a smile;

• Guest not put “on hold” longer than 30 seconds;

• Call-backs offered to guests - provided within 3 minutes.

• Calls should not be screened.

• Staff either serving, interacting with guests should:

• Greet guests with a welcoming smile;

• Make eye contact;

• Speak clearly in a friendly manner (where appropriate);

• Use guest’s last/family name in a natural and discreet manner (when known);

• The above according to local custom.

• Guests should be able to obtain staff attention easily:

• Guest should be acknowledged within 15 seconds.

• Anticipation of guests’ needs.

• Staff must be able to answer basic questions about the property:

• Including all facilities - not limited to restaurants and bars;

• Relevant history of outlets, where applicable.

• Staff must take ownership of simple guest requests:

• Never refer guests to another department;

• Must follow-up where necessary.

• Guests requesting directions:

• staff should never just point;

• take time to clearly explain, or if intricate;

• take guests part or all of the way.

Problem/Complaint Handling

Receiving A Specific Complaint

Staff Should:

• Take ownership of the problem;

• Establish an environment in which the guest feels comfortable;

• Listen attentively so the guest can fully relate the complaint or feedback;

• Project the impression that Staff care about resolving the problem;

• Empathize, offer sympathy and apologize;

• Ask relevant questions to ensure clarity and understanding;

• Advise the guest what actions/follow-up will be taken, when and by whom;

• Never make commitments that cannot be delivered;

• Inform the manager no matter whether the staff is able to resolve the situation.

Requiring Immediate Response / Follow-up By The Manager

Staff Should:

• Ensure that all details are quickly and clearly relayed;

• Ensure it’s never necessary for the guest to have to repeat any detail.

The Managefr Should Be Involved In Or Be Totally Aware Of Any Complaint To Ensure:

• Follow-up and completion of necessary actions;

• Resolution, apology and achieve complete guest satisfaction;

• Other relevant departments are advised quickly to prevent possible repetition.

Guests Who Have Experienced Any Type Of Problem, No Matter How Slight, Should:

• Receive a note/letter of apology within 24 hours;

• From highest level manager available;

• Specific reference to the situation.

If A Guest Experiences A Food Or Beverage Quality Problem:

• There should be no charge made for the item;

• Guests should not be challenged on matters relating to personal taste.

Guest History Profiles Should Be Kept Updated To:

• Prevent possible repetition of a previous problem;

• Ensure special care, attention and recognition given to the guest on next visit.

• Learn more about our guests’ personal preferences and needs.

F& B Management Schedule, Roster Or Rota Should Be Distributed To:

• Switchboard, FOM, all F&B Operations, Security, GM’s office etc;

• Facilitate quick and efficient remedial action when and where necessary.

Managers, Assistant Managers And Supervisors Must:

• Always be seen and be readily available to guests;

• Be responsive to guest’s needs;

• Be active in service supervision – “working the floor”.

• Continually use “radar” to acknowledge or anticipate guest needs.

Assisting Guests With Special Needs

All guests need your time and attention. Some, however, need special attention and care.

These Guests Include

• Young children

• Elderly guests

• Solitary guests

• Guests with disabilities, such as:

• Visual impairment or blindness

• Hard of hearing or deafness

• Wheelchair bound

• Guests who speak only a foreign language

• Guests with special dietary needs

Standards To Assist Guests With Special Needs

When Serving Guests With Young Children:

• Acknowledge and speak directly to the child

• Consult with parent on the following points:

• Confirm order and cutlery required

• Offer booster chair or high chair (remember to place out of traffic aisles)

• Smaller portions/children menus

• To place order immediately

• To bring bread or crackers immediately

• Extra napkins and unstemmed glassware (if very young use Plexiglas glassware)

• Sugar Palm Club amenities

• Remove sharp items, e.g. knives

• Keep hot items out of child’s reach

When Serving Elderly Guests:

• Offer seating in well lit, quiet area

• Consider accessibility to washrooms and exit

• Offer seating in most suitable and comfortable chair available

• Speak slowly, clearly, in normal tone and volume and directly to guest

When Serving Solitary Guests:

• Offer seating with interesting view

• Offer reading material, if available

• Initiate dialogue if time allows and continue if guest is receptive

When Serving Guests With Disabilities:

• Do not assume guest needs help

• Speak directly to guest

• Be prepared to assist as requested, for example

• Accommodate wheelchairs

• Provide alternate cutlery

• Have food cut up in kitchen

When Serving Visually Impaired Guests Or The Blind:

• Offer seating in well lit area

• Accommodate guide dogs

• Assist as requested, for example

• Offer arm

• Read menu

• Describe buffet if applicable

• Fill plate at buffet

• Use clock positions as reference when giving direction, e.g. “your glass is at 2 o’clock”

• Notify guest when approaching or leaving the table

When Serving Hard Of Hearing Or The Deaf:

• Offer seating in quiet area

• Face guest and speak slowly and clearly to accommodate lip reading

• Use hand signals and gestures when applicable

When Serving Foreign Language-speaking Guests:

• Speak slowly and clearly

• Use translator when available

• Use gestures and /or draw pictures

When Serving Guests With Special Dietary Needs:

• Determine special needs, e.g. allergy

• Consult with chef and supervisor

• Check order before serving to ensure it is correct

• Confirm to guest that changes were made to accommodate dietary needs.

Grooming Standards

Uniforms

Staff Will Always Appear Well Groomed:

• In a clean, complete, well-fitting uniform, that is in excellent condition;

• No tears, patching or signs of wear;

• Must not have worn or faded embroidered logos.

No fading, discoloration, marks or stains.

Trouser/pants Skirt/dress And Sleeve Lengths:

• Appropriate lengths and well hemmed.

• Seams well stitched and no signs of stretching.

Chef’s Whites Should:

• Be fabricated in 100% white cotton drills (recommended);

• Be well laundered and free of stains;

• Must not have tears or obvious patching;

• Must not have worn or faded embroidered names or logos.

Badges:

Badges must be worn by staff in a consistent position, specified by management

• Must be level;

• Clearly seen, not obstructed by a corsage, sash or bow;

• Must always be kept clean and in perfect condition.

• Name badges must always be worn by all service staff

Hair:

Hair should always

• Be kept clean, neat and tidy;

• Be an appropriate length and style;

• Not be colored in a “dramatic” way;

• Not contain excessive highlights.

Female Guest Contact Staff May:

• Keep their hair long or short but must be worn in an appropriate style.

• It may also be tied up, folded or made into a bun;

• Tasteful black ribbons, bows, pins or headbands should be used be used;

Male Guest Contact Staff Must:

• Keep their hair short in an appropriate style;

• Be cleanly shave;

• Properties that permit beards - these must be well trimmed and neat;

• Properties that permit mustaches – these must be well trimmed and neat;

All Chefs, Cooks And Stewarding Staff, Whether Male Or Female, Must:

• Tie long hair up and cover with a suitable hair net for hygiene reasons;

• Wear a hat when in kitchen production and store areas;

• Wear a hat when in view of guests – cook stations etc.

Male Chefs, Cooks And Any Other Food Handlers Must:

• Be cleanly shave;

• Properties that permit beards and mustaches – these must be well trimmed and neat.

Makeup:

Female guest contact staff should

• Be conservative in the use of their make-up,

• Maintain a tasteful and professional appearance.

Accessories:

• Wristwatch should be silent and of a conservative style and color.

• One ring may be worn on each hand

• Should be fairly plain in style;

• Not large in size or ostentatious.

One Necklace Or Amulet Is Permitted:

• Must be worn inside the shirt or blouse;

• Must not be visible.

Female Staff May Wear One Pair Of Stud Earrings:

• Should not exceed 1cm diameter;

• Other styles of earrings are not permitted.

Male Staff:

• No earrings are allowed, unless specified for certain concept outlets.

• Bracelets, bangles or anklets are not permitted.

Non-uniformed Staff:

• Jewelry and/or accessories should not overwhelm the employee's appearance;

• Must be of a tasteful and proportionate size.

Fingernails:

Female staff should always maintain clean, neatly manicured fingernails

• Nail polish must be well maintained;

• Always free of chips;

• Appropriate color, specified by management.

Male staff should always maintain clean, neatly manicured fingernails

• Even length, never long.

All food handling, kitchen and stewarding staff must maintain short, clean fingernails and not use nail polish.

Contact Lenses:

Staff should not wear colored or fashion contact lenses.

Eye Glasses:

Should portray a tasteful, business-like, professional appearance

• Brightly colored frames are not permitted.

• No tinted lenses unless prescribed medically.

Shoes:

• Female staff - shoes should be low-healed “court” shoes.

• Classic design – color according to Hotel specification.

• Male staff – shoes should be low-healed lace-up or slip-ons.

• Classic design – color according to Hotel specification.

• Kitchen and Stewarding staff - shoes should have non-slip soles.

• Shoes should always be kept well maintained and polished:

• Special attention to the condition of heels;

• Free of scuff marks.

• Panty hose/stockings

• Female guest contact staff should wear pantyhose or stockings in a neutral color or as specified by management.

Exceptions:

Female guest contact staff who work at outlets outside, where climatic conditions may make this impractical;

Where uniforms for female staff specify trousers/pants/pant suits etc.

Tattoos:

Tattoos must not be visible.

Hand Phones, Cell Phones And Pagers:

• Staffs are not permitted to carry their personal hand phones, cell phones and pagers while on duty.

• Management staff may only carry communications equipment issued by the hotel, and not for personal use.

Service Staff

Uniform should include

• Pen;

• Captain’s Order Pad;

• Wine/bottle opener;

• Cigarette lighter (where smoking is permissible);

• Micros (POS) card.

Operating Equipment Standards

Table Linens

Napkins, Place Mats, Overlays, Underlay:

• Well pressed (creases always uniform), never faded, stained or marked;

• Never patched, free of holes, fraying or threads;

• Place mat size – corners must not overlap.

Use Of Starch To Be Well Controlled And Used Only Where Appropriate:

• Napkins should only be lightly starched to ensure guest comfort.

Correct Size Table Cloths Always Used:

• Uniform drops with length “kissing” the front of the chair frame.

China/Porcelain/Ceramics

• Not chipped, scratched, stained or marked.

• No watermarks, grease marks or chemical residues.

• Surfaces always free of metal oxide residues.

• Decorative designs, motifs, monograms etc never worn or scratched.

Glassware

• Well polished, clear and free of lint particles.

• Never chipped, cracked or marked.

• Free of chemical residues, watermarks and grease marks.

Plastic Or Acrylic Wares Used At Poolside Operations:

• Never scratched or show signs of abrasion.

Metal Wares

• Never dented, scratched, broken or plated metals worn or showing base metal.

• Well polished - never tarnished; fabricated from non-corrosive material.

• No watermarks, chemical residues or grease marks.

Cutlery:

• Fork prongs always in alignment;

• Knife edges not chipped or worn;

• Spoons in correct alignment;

• Handles never loose or separating.

Doily:

Doilies (paper or other) should not be used for food presentation or service.

Menus, Wine And Beverage Lists

• Always in excellent condition;

• Always free of dirt, food particles, stains and marks;

• Never “dog-eared”, torn or bent;

• Presenters and insert pages inspected daily to ensure standard maintained;

• Print run identification mark/information (where used) must be inconspicuous, and information kept to the minimum (e.g. print run date).

Menu Components:

• Menus to be printed in the local language and English;

• May require separate language editions.

• Formal/Fine Dining restaurants – specials must be printed and inserted into the menu.

• Insert pages must be either professionally printed or laser printed;

• Never use photocopied/Xeroxed insert pages.

Menus – General:

• The number of pieces of different menu collateral must be kept to the minimum to ensure that it is easy for guests to select their choices and are not overwhelmed.

• General rule - one menu and one wine list.

• Menu contents must be laid out with guest readability and comfort in mind.

• Text size must allow guests to easily read menus, under various lighting conditions. Refer to section below regarding minimum typeface size.

Wine Lists:

• Wine By The Glass Lists – to be included at the front of the wine list to actively promote this facility to guests.

• Cellar Lists, featuring rarer and/or more expensive wines, and any other special wine features, should be incorporated into the main wine list.

• Dessert wines, digestifs etc can be incorporated into the dessert menu. Residents

Text – Choice Of Font/typeface:

The font used in menus must be either complementary to or in the same style as the corporate identity of the specific restaurant or bar.

Text – Minimum Size For Readability:

The minimum size for the smallest body text is 2mm in height, based on upper case capital letters, to ensure ease of reading.

Text – Differentiation:

• Name of dish can be differentiated by the use of a different color, in bold typeface or 1 point size bigger than the description details of dish.

• Other information (e.g. Tax and Service Charge rates) may be in italics, in a smaller print and positioned further away from the body text.

Text – Margins:

• Margins (bottom, left, right) should be a comfortable 15mm or larger.

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