F & B SERVICE FINAL $ 4 step

8/7/2019 F & B SERVICE FINAL $ 4 step

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zA new way of

managing the

food & beverage

service

11



R estaurant service

1 Chapter 7.01 the R estaurant

Experience

Moment Of Truth 7.01 SOP - Reservation

1. Answer the telephone within 3 rings

2. Greet the guest warmly with friendly tone of voice, ³Good morning,

afternoon,

Evening, Mr. Cousens how may I help you, with a smile.

3. Identify your name and that of the restaurant.

4. Use the caller¶s name at least twice during conversation.

5. Articulate and listen attentively.

6. Do not use hotel name .

7. Ask the guest for which day he would like the reservation to be made.

Mr.

Cousens?´

8. Ask in whose name the reservation should be made, ³Under whosename shall I

Reserve the table.

9. Ask for the time of the reservation, ³For what time shall I reserve the

table?´



10. Ask how many people would be dining,´ For how many people should I

make

The reservation, Mr. Cousens?´

11. Use positive phrases, ³It will be our pleasure to book you a window

table

12. Any Question to identify special needs e.g. non-smoking table, sea

view, Birthday cake, etc.

13. Recognize regular guests needs and their needs, ³May I reserve you a

non-

Smoking table again Mr. Cousens?´

14. Summaries booking request and check accuracy, use positive

language when

Doing so, it will be a Pleasure to book a sea view table for you. Mr

Cousens´.

15. Thank the guest,´ Thank you and we look forward to seeing you

tomorrow´.

16. Wait for the guest to hang up first.

17. Staff to have full knowledge of opening/closing times,; Cuisine type,

special

Requirements

And time restraints for business lunches, English, amaharic and

language of main

Client segment.

18. The ringing level of the telephone is low so as not to disturb guests in

the

Restaurant.



19. Priority reservations for in-house guests.

20. Offer restaurant food to be served in the room during restaurant

opening times.

21. Record in guest history, likes and dislikes

M oment Of Truth: 7.02 SOP - First

Impression

1. Observe guest reaction to both music and light and adjust as required.

2. Restaurant team members will do their utmost to ensure that everything

feels,Scents, tastes and is as aesthetically pleasing at all times.

3. There is a hostess, restaurant manager or member of staff at the

entrance of the

Restaurant.

4. The reservation desk is well organized.

5. The uniform is clean, neat well pressed, no stains or tears.

6. The entrance and surroundings are clean and tidy.

7. The operational hours are indicated at the entrance, signage is clear and

visible.

8. The restaurant is clean i.e. floors and walls.

9. Windows are free of marks and finger prints.

10. Furniture is in good condition

11. Plants and flowers are well maintained, fresh with no dusty or dead

leaves.

12. Tables and chairs are correctly arranged and set up.

13. The area is well ventilated, not smoky, at the correct temperature.

14. Background / live music is at suitable volume.



15. Lighting is comfortable.

16. If there are candles on the table, they are well lit.

17. Side stations are neat, free of dirty equipment, food, glasses or plates

18. Menus are clean, in good condition with no stains, spots, dog ears and

is

Updated.

19. Room temperature is appropriate.

21. If there are candles on the tables they are lit.

22. Chinaware, glassware and silver used is clean with no cracks or chips.

Moment Of Truth: 7.03 SOP - Greeting And Seating

1. Hostess, restaurant manger or other member of staff is available at the

entrance

In impeccable uniform, ready to welcome guests.

2. All guests are welcomed at the entrance ± nearest available person

greets guest

Immediately.

3. Deal with the guest within 1 minute of arrival.

4. Acknowledge guest within 10 sec / 3 meters of entrance. Establish eye

contact

And smile, ³Good morning / afternoon / evening Sir / Madam or call a

colleague

. 5. If you are busy say I will be with you shortly, Sir / Madam´ or call a

colleague.

6. Ask the guest name rather than a room number.

7. Check reservation, ³Do you have a reservation, Mr. Cousens?´



8. If no reservation, check if hotel guest and ask for the guest name.

9. Offer to take coats and bags.

10. Ensure security of property. Issue a receipt as appropriate.

11. If guests have not reserved and must wait for a table, inform them of

length of wait and suggest

That they wait in the bar. Inform them as soon as the table is ready.

12. Obtain reservation details and reconfirm guests µrequirements.

13. Offer a choice of seating, ³Would you like to have a table by the window

/

14. Guide and escort guest to the table.

15. If guests have not reserved and must wait for a table, inform them of

the length of wait and suggest they wait in the bar. Inform them as soon as

a table is ready.

16. If the guest waits in the bar for a table, take the drinks order, inform the

bar manager, give the Guest a menu and offer to take the order.

17. When a table is ready, escort the guest to the table in the restaurant,

have their

Drinks brought to the table, if appropriate. ³Please follow me, Mr.

Cousens´.

Walk at same pace as the guest, just one step ahead.

18. Pull out the chair for the guest.

19. Observe guests and anticipate needs, offer newspaper to guests dining

alone. ´May I offer you

A newspaper, Mr. Cousens? It¶s today paper´. Offer a newspaper /

magazine to solo diners if appropriate.

20. Offer to take drinks order.

21. Present the menu open to the guest



22. Offer to explain the different sections of the menu.

23. Present drinks / wine list open to the guest

24. Offer to take or leave with the guest, ³Would you like to have a drink

and I will return in a few Minutes when you are ready to order´.

25. Observe guests and offer a table to meet their individual needs.

26. Explain any promotions, specialties or cocktails. ´We have a special

strawberry cocktail

Promotion on, Mr. Cousens, I¶ll be right back with the menu´.

27. Hold chair for guest. Place napkin on lap.

28. Ad-hoc specialty is offered outside the menu selection

Moment of truth: 7 04 sop menu

presenting

1. Menu should clearly indicate which dishes take longer to prepare and

The estimated time.

2. Guests should be made aware of containing known ingredients that

are the

Cause of allergies. I.e. nuts, dairy, fish etc



M oment Of Truth 7.05 SOP - Order Taking And Serving

1. Approach the guest with a smile and eye contact. Body language is

attentive.2. Offer opened menu at customer pace. Always make a suggestion from

the menu,

Daily special, chef¶s specialty, local or in-house cocktail

3. If appropriate, offer menu without prices.

4. Offer to take the drinks order immediately, if the guest looks undecided

make

Appropriate Suggestions,´ Would you care for an aperitif, Mr Cousens,

our

Great martini.´ Barman makes a

5. Offer drinks not on the list if necessary.

6. Ask how he takes his drinks, with ice, for example.

7. Make suggestions but always be neutral to the customer¶s choice.

8. Always accept special orders and check with the manager if you have

doubts.

9. Staff has menu knowledge and can answer guest questions about the

menu.

10. Inform the guest about unavailable suggestions, ³We do not have any

chocolate

Cake But we do have chocolate tart, Mr. Cousens.´11. Explain the dishes and offer your own recommendations if appropriate,

³I can

Certainly Recommend the sea bass, it¶s delicious´ be confident about

your



Description and give details if necessary (served with..., prepared....,

spices....)

12. be flexible and be prepared to modify dishes or accommodate special

orders.

Be open and positive about menu requests. If necessary, check back

with the

Kitchen before making a commitment.

13. Get back to the guest promptly with the Chef¶s response. If a request

cannot be

Met, offer Alternatives and check if they are satisfactory.

14. Solo diners should be offered a magazine or newspaper to read.

15. Always be familiar with the wine list and make suggestions to suit



Recommend the sea bass, its delicious´. Be confident about your

description and give details the dishes selected. Be sensitive to guest

difficulty with ordering Wines or Menu items, Offer assistance.

16. With regular guests inform them of specials that are particularly suited

to

Their personal tastes, ³I know you love chocolate, Mr Cousens, we

have a

Delicious Chocolate tart that I think you will enjoy.

17. Confirm the order by repeating and using positive language, ³May I

repeat

Your order, you would Like the T-bone steak with baked potato and

A piece of chocolate tart, certainly Mr. Cousens. Write Down the order

neatly

18. Waiters should serve guests orders without having to reconfirm who

ordered

That.

19. Serve food on time as requested or promised to the guest.

20. Inform guests of any delay, apologies and give them an estimated time

scale.

21. Serve the dish ensuring it is properly presented, at the correct

temperature

Hot and as the guest ordered it.

22. Warn the guest when serving a hot plate, ³Please be careful, Mr.

Cousens, the

Plate is hot´.

23. When serving guests, the item or dish must be presented, any special

requests mentioned. ³Your costal beer, Mr. Groom´.



24. If there are any complaints about food/wine, they should be replaced

without

Question, at no charge.

25. If only main course is ordered, it should be served in 15 min (unless

otherwise

Advised by guest)

26. Serve drinks within 5 minutes of order remembering who ordered which

drink.

Always serve ladies first.

27. Starter should be served within 10 minutes of ordering.

28. Always serve dishes within 10 minutes of the last course unless the

guest

Wishes to linger.

29. Wish the guest an enjoyable meal: ³Enjoy your meal, Mr Cousens´.

30. A selection of fresh daily baked bread and selection of different butter

or a

Variation of dipping to be served.

31. Service should be cordial and attentive without hovering and efficient

without

Rushing guests.

32. Offer to replenish drinks when the glass is ¾ empty. Drinks should not

remain

More than 2 min without an offer of a refill.

33. Replenish bread and butter regularly.

34. Chef/Restaurant Manager to walk around the restaurant and check for

guest

Satisfaction at least once per sitting, ³How is your steak, Mr. Cousens?



Or how was your salmon, Mr. Groom.

35. Use keen observation skills to identify when guests need assistance or

wishes

To converse versus time when guest privacy is important

36. A quality selection of lead tea and fresh coffee is served in an individual

teapot

And

³French press cafeteria´. Decaffeinated alternatives to all type of coffee

e.g.

Espresso cappuccino and coffee specialties are available.

37. Serve complimentary regional hors d¶ oeuvres, fitting the restaurant

theme such

As an appetizer.

38. Emphasis will be made on originally, presentation and taste of dishes,

with

Attention to details e.g. small side orders, complimenting spices,

toppings etc

Moment Of Truth: 7.06 SOP - Breakfast 1. Acknowledge guest within 10 sec / 3 meters of entrance. Establish eye contact

And Smile: ³Good morning sir / madam.´

2. If you are busy say´ I will be with you shortly sir / madam´ or call a colleague.

3. Ask for guest name rather than room number.

4. Use guest name at least twice during conversation.

5. Guide and escort guest to the table.

6. Offer choice of seating.



7. Observe guest and offer a table to meet their individual needs e.g. single guest.

8. Hold chair for guest ± place napkin on lap.

9. Explain buffet service and dishes on offer-specialties or breakfast choices.

10. Staff should have full knowledge of menu composition so that they can

Guide the guest in his / her choice when necessary.

11. Offer to take drinks order ³Would you like to have tea or coffee Mr. Jones´?

14. Observe guests¶ body language and be attentive to their needs and place. If

Guests need more time, say ³if you need a moment or two Mr. Jones would

You prefer me to come back?´

15. Ask open ended questions to establish customers exact needs and preferences.

16. Once the guest has decided, be neutral as to their choice and support it.

17. be flexible and be prepared to modify dishes or accommodate special orders.

Be open and honest about menu request. If necessary check back with the

Kitchen before making a commitment.

18. Get back to the guest promptly with chef¶s response. If request cannot be met

Offer alternatives / options and check if they are satisfactorily.

19. Guest should be made aware of dishes that contain known ingredients that are

The cause of allergies. I.e. nuts, dairy, fish etc.

20. Remain attentive to guests¶ needs during the meal by regularly passing through

The tables.

21. When within the buffet vicinity, assist guests with the serving

Moment of Truth: 7.07 SOP - Clearing Check and Bill

1. Observe, be attentive to guest¶s signals and respond even to tables that

are not in

Your station Head always upright, look around.

2. Approach the table when the last person has finished his dish. Notice

when the

Cutlery has been placed aside. Notice guests who have not been eating



For a while, plates pushed away slightly.

3. Clear plates from the right, ladies first.

4. When clearing, work as quietly as possible. Move quickly and efficiently

as you

Can and try not to Disturb or obstruct the guest.

5. When clearing empty glasses, offer the guest another drink,´ Would you

care for

Another cocktail, Mr. Cousens?´

6. Smile, excuse yourself, offer to clear the plates, ³May I clear the plate,

Mr. Cousens?´

7. Check satisfaction at least once during the meal. Check satisfaction

while clearing, ³How was the fish

Mr. Cousens?´ If the guest is pleased, say ³Thank you.´If the guest is not

pleased, apologies, thank her for bringing it to your attention,Exchange the

dish if appropriate and inform the restaurant manager..

8. No more than 5 minutes should pass between clearing on course and

Serving the next.

11. Serving / clearing station should be relevant to the volume and

capacity.

12. No trays should be positioned on the table to clear dishes.

13. Cutlery positioning on the plate is commonly used as an indication that

the

Customer has finished Meal. However always check with guest before

Clearing. 14. Staff members should be knowledgeable in cutlery

positions

Signaling end of



Meal according to Different customs. E.g. horizontally across the plate

At 3.00 o¶clock or vertically at 6.00 o¶clock.

15. Bread and butter should be removed upon completion of the main

course

16. On customer¶s request, present check.

17. The check is presented in a clean bill folder, with a pen, within 3

minutes of

Request. The folder is Closed and presented to the guest who

requested it.

18. The check is accurate, clean, no stains or marks.

19. The check is properly itemised, exactly reflecting actual order.

20. If promotional materials are included, they are clean and updated.

21. Bill should indicate what is included in the charges. E.g tax, cover

charge, service charge

22. Give ample time for the guest to check the bill without hovering around

the Table, but stay in the vicinity.

23. Recover check and means of payment if applicable

24. Thank the guest and process quickly.

25. Ensure that the cashier / restaurant staff deals with the check promptly

and returns the change Or customer credit card immediately (where

applicable)

26. Give a copy of the receipt to the guest with the card ( if the guest pays

with credit card) in a folder,

³Here is your card and receipt, Mr Cousens, thank you very much´.

27. If the guest disputes the bill, say:´Please give me a moment to look into

this´.



28. Do not check the bill in front of the guest.

29. Waive discrepancies within a certain limit and as established by the

hotel management.

30. Apologize for any real or perceived errors.

Moment of truth: 7 08 - sop departure

1. Remove the bill and process quickly.

2. Help customers and help them leave their table, pull back the chairs.

3. Assist guests, ladies first, with putting on coats, leading to the door and

opening

The door of the Restaurant.

4. Wish the good day and hope to see them again, ³Thank you Mr.

Cousens, have a

Good evening we hope to see you again soon´.

5. If the guest has experienced dissatisfaction apologies once again and

says: ³I¶m

Sorry for the Inconvenience caused and hopes to see you in the future´.

6. All tables are promptly cleared and reset after departure.

7. Assist guest in recovering personal items from the cloakroom.



Moment Of Truth: 7.09 SOP - Buffet

1. Assist guest with their seating and explain buffet service and dishes

On offer.

2. When within the buffet vicinity, assist guests with serving.

3. Remain attentive to guests¶ needs during the meal by regularly passing

through the tables,

Looking around the room.

4. Always remove dishes and silverware between courses.

5. Hot and cold plates as well as silver serving cutlery should always be

available

in sufficient quantities.

6. The buffet is attractively laid out (décor, colour, lighting etc,)

7. The buffet set up must be practical ± easily accessible, cold food, hot

food,

Dessert a¶l minute stations, etc.8. The size of the buffet should match the seating capacity of the

restaurant.

9. Selection of dishes should be abundant and varied.

10. No dish should be less than 30% full before being refilled.

11. All foods should be presented in containers, which complement their

appearance



Bar service2

Chapter 8 the Bar Lounge ExperienceMoment Of Truth 8.01 SOP - Accessibility 1. The bar is well arranged and neat and clean.

2. The bar counter is not cluttered.3. Clean ashtrays (one matchbox per ashtray)4. Clean and updated drink list / menus on each table.5. Ashtrays should be emptied and replaced all the time.6. Signage is clear in elevators and lobby.7. Tables and chairs are well organized, neatly laid out in anattractive manner.8. Floor, walls and furniture are free of dust, dirt, debris and

marks.9. Windows are free of marks and finger prints.10. The bar is well ventilated, not smoky.11. Lighting is appropriate12. Music or live entertainment is at suitable volume.13 no t v in bar if its not sport bar 14. Plants, flowers, well maintained, fresh, with no dead or dustyleaves.15. Menus are clean, new looking with no stains and updated.16. Candles on the tables are lit.17. Chinaware, glassware and silver used is clean with no cracksor chips.18. Side stations are neat, free of dirty equipment, food, glassesor plates.19c net machine / cash register in proper place.



20. Bartender is able to perform showmanship.

Moment Of Truth: 8.02 SOP - Greeting And

Seating 1. Hostess, restaurant manager or other member of staff isavailable at the entrance in impeccable uniform, ready towelcome guests.2. All guests are welcomed at the entrance ± nearest availableperson greets immediately.3. Guests presence should be acknowledged within 1 minute of arrival and seated within 2 minutes of arrival.

4. A minimum of 2 servers are available and one bartender per service period.5. One server will be available at the bar at all times.6. Acknowledge guest within 10 sec / 3 metres of entrance.Establish eye contact andSmile, ³Good morning/afternoon/evening Sir.Madam´7. If you are busy say´I will be with you shortly, Sir/Madam´ or calla colleague.

8. If the guest is regular, welcome them back and acknowledge,³Would you like your Usual seat and drink, Mr. Groom?´9. Ask for the guest name rather than a room number; use thename of the guest.10. Assist guests with their personal belongings like coats andbags.11. Offer a choice of seating.12 .escorted the guest to the table13. Offer newspaper / magazine to solo guests if appropriate14. Offer drinks menu and offer to take order or leave the list withthe guest.15. Explain any special promotions, specialties and cocktails16. Offer to explain the different section of the menu.17. Present drinks / wine list open to the guest.



18. Observe guests / wine list open to the guest.19. Observe guests and offer a table to meet their individualneeds.

Moment Of Truth 8.03 SOP - Order Taking And Serving1. Approach guest with a smile and eye contact. Body language isattentive.2. Offer opened menu at customer pace. Always make asuggestion from the menu,

Cocktail of the day, local or in house cocktail.3. If appropriate offer menu without prices. Beverage orders to betaken within 2 minutes of seating.Observe guest body language and be attentive to their needs andpace. If guest needs more time, say:³ If you need a moment or two, would you prefer me to come backMr. Jones?´4. If the guest looks undecided, make appropriate suggestion,´Would you care for an aperitif, Mr.Jones our Barman makes a great Martini?´5. Offer drinks not on the list if necessary.6. Always accept special orders (check with the barman if necessary)7. Ask how he takes his drink, with ice for example.8. Ask open ended questions to establish customers¶ exactpreferences and needs.9. Establish guest name and use it at least twice during

conversation.10. Always be familiar with the beverage list and makesuggestions.11. Be sensitive to guest difficulty when ordering wines, offer assistance.12 make suggestion but no force



13. Repeat the order and thank the guest.14. Staff should know the menu composition and cocktailingredients soThat they can guide the guest in his/her choice if necessary.

15. Drinks should be served within 5 minutes, remembering whoordered themand repeat as you serve them. E.g´Your gin & tonic Mr. Joneswithout ice.16. Place coasters at the time of beverage service. All serviceshould bedone from trays if served away from the bar counter.17. Bottled beer should be placed next ³Pilsner´ glass, and the

guest shouldHave the opportunity to pour his/her own beer.18. All beverage sold by the glass to be poured from the bottle inthe presence of the guest.19. Make regular checks of the bar/lounge to see if customersrequire assistance.20. Offer refill immediately when glass is quarter full.21. Use keen observation skills to identify if & when guests¶ needassistance/conversation if appropriate.

Moment Of Truth: 8.04 SOP - Clearing/Check And Bill 1. Observe, be attentive to guest signals and respond even totables that are not in your station.Head always upright, looks around.

2. Change ashtrays after each cigarette, unless guest does notwant to be disturbed.3. Approach guest table when you notice last person has finishedhis drink.4. Smile, excuse yourself, offer to clear plates and glasses. ³May Iclear your table, Mr Jones?´ Clear



from the right, ladies first.5. Check satisfaction at least once during the drinks. Checksatisfaction while clearing. ³How were thedrinks Mr. Jones?´ If guest is pleased say: ³Thank you´. If guest is

not pleased, apologise, thank him for bringing it to your attention,exchange the drink if appropriate, and inform, the Bar / LoungeManager.6. When clearing, work as quietly and neatly as possible. Move asquickly and efficiently as possible and try not to disturb or obstructthe guest. All clearing should be done from trays. Jones?´7. When clearing empty glasses offer the guest another drink³Would you care for another cocktail, Mr

Jones?´ Refill any snacks/ nibbles regularly8. Clear glasses/ plates from the right, ladies first.9. On customer¶s request, present the check.10 present the check on request Or at the moment of ordering asper some local regulations.11. Ensure billing procedures are respected.12. The check must be accurate, clean, no stains or marks.13. Keep check-up to date during service, all purchase promptlyrecorded.14. Check should be properly itemised, exactly reflecting accrualorder.15. Always check breakdown is clear ± bill should indicate what isincluded in the chargesE.g tax, cover charge, service charge16. Check is placed in folder. Folder is clean and in goodcondition17. Promotional materials, if included, are clean and updated.

18. Guest comment card is presented with the check. Guest isasked if he enjoyedthe meal or drinks.19. Present the closed folder to guest who requested it with a penwithin 2 minutes.´



May I present you the check, Mr Jones, would you please sighhere?´20. Give ample time for the guest to decide without hoveringaround the table, but stay in the vicinity.

21. Recover check and means of payment if applicable.22. Thank the guest and process quickly.23. Ensure that the cashier / bar staff deals with the checkpromptly and returns the change or creditCard copy immediately (where applicable)24.be attentive to body language that indicates desire for bill or not to linger if the guests need more time.

25. Give a copy of the receipt to the guest with the check with thecard ( if guest pays by credit ) in a folder´ Here¶s your card andreceipt, Mr Jones, thank you very much.´26. If guest disputes the bill, say ³Please give me a moment tolook into this, Mr. Jones.´27. Do not check the bill in front of the guest.28. Waive discrepancies within certain limit and as established bythe hotel management.29. Apologise for any real perceived errors

Moment of truth 8 -0 5 ± sop departure1. Thank the guest by name, remove the bill and process quickly.2. Help customers leave their tables and pull back their chairs.3. Smile, thank the guest by name, bid farewell to all membersof the party wish them a good evening and hope to see themagain³ Thank you Mr Jones have a good evening and hope to see youagain soon.4. If the guest has experienced dissatisfaction, apologise onceagain and say:³ I¶m sorry for the inconvenience caused and hope to see you inthe future´.5. Assist guest in recovering personal items from the cloakroom.



6. Assist guest in recovering ( getting up from the chair, putting oncoats )leading to the door and opening the door of the restaurant / bar.Assist ladies first.

7. Escort guests to the door.8. All tables should be promptly cleared and reset after thedeparture of each customer.



Chapter 9 the Room

Service 3 Moment Of Truth 9.01 SOP - Breakfast & Door

Knob/ In Room Dining Menu Presentation1. Menu should be and presentable (not dog eared) and updateddoorknob in room2. After every guest departure, housekeeping should check tomake sure that the room service breakfast doorknob menu is stillclean. Replace if soiled.3. Provide doorknob menu for breakfast on the pillow at turndown.4. Additional doorknob menus are available at the front desk/concierge.5. Do not ask for a second signature on delivery.6. Guest contact and front desk staff should make late arrivalsaware of the Room Service range and menu location when theyregister.

M oment Of Truth 9.02 SOP order taking 1. Answer the telephone within 3 rings.2. Greet the guest, identify yourself and the department, andsmile on the phone, ³Good morning /afternoonEvening, Mr Noblest, Room Service how may I help you?3. Offer help and listen attentively.4. Always handle guest requirements and contact other departments on guests¶ behalf. No guest will be t told to callanother department.



5. Know the menu thoroughly including new items or menuchanges through daily briefings. Put it up on the notice board.6. Make suggestions from the menu and offer advice on menuitems. Be ready to answer guest questions about menu items.

7. Use appetizing descriptions when suggesting the menu.8. If items are unavailable, inform the guest and offer alternatives.9. When serving regular guests, inform them of specials that areparticularly suited to their personal Tastes.10. Write orders down in full.11. Repeat orders to confirm accuracy, ³May I repeat your order,Mr Nobblet, You would like an orange Juice and a cappuccino, isthat right´?

12. Verify name, room number and order, ³Your room number is666´13. Inform the guest of the delivering time, your order will bedelivered within 20 minutes, Mr Noblet´.14. Thank the guest for the order and let him hang up first, ³Thankyou Mr Noblet for ordering Room Service.15. If there is a delay, call the guest back, apologies and informhim of the delay and the new delivery time,´ I¶m very sorry Mr.Noblet, your order will be delayed by 10 minutes. I apologize for the Inconvenience´.16. Order taker to write down, time order was placed and timedelivery was promised.17. Menu changes and daily specials are known to order takers.18. Kitchen staff review time schedules in order to priorities foodpreparation.19. Kitchen and delivery staff compare food prepared with theorder taken.

20. Order taker to be aware of dishes containing knowningredients that are the cause of allergies, i. e. Nuts, Dairy, fish,etc. Continental Breakfast 20 minutes ± 15 minutes

American Breakfast 20 minutes - 15 minutes



Lunch 20 minutes ± 15 minutes

Dinner 30 minutes - 25 minutes

Late Night 25 minutes - 20 minutes

Snack 15 minutes - 10 minutes



Moment Of Truth: 9.03 SOP - Order Delivery 1. Check uniform at the beginning of the shift: neat, clean, wellpressed, no tears or stainsName badge is worn.2. Check items delivered match those ordered. This should bedone by the kitchen and delivery staff.3. Ensure a flawless presentation: Farewell card and or removalcard, linen sufficient equipment Provided, arrangement, flowers,etc.4. Ensure that food is served at the proper temperature, hot foodis served hot and cold food is served Cold.5. Single business women travellers, should receive an ³eminent

delivery´, announcement call a few minutes prior to delivery.6. Knock on the door using your index finger or ring doorbell once.Clearly identify the service. ³ Room service, Wait 15 secondsbefore knocking or ringing again.7. Greet the guest warmly with a smile using the name, ³ Goodmorning Mr. Noblet, may I come in?´8. Ask where they wish you to place the tray or table. Place chair near table if appropriate: ³Where would you like me to place your

trolley / tray, Mr Noblet´ or ³Would you like breakfast in your roomor on the balcony, Mr. Noblet?´9. Offer assistance to pour beverages, draw curtains, removeitems from warmer, place napkins on guests¶ lap etc.10. Go through the order and point out that instructions have beencarried through, ³May I checkYour order with you, Mr Noblet: you ordered one continentalbreakfast with orange juice,

Lemon tea and some toast.11. Confirm satisfaction with the guest.12. If there is wine offer to pour and ask the guest to taste it.13. Offer to remove any used cups, saucers, trays, cutlery, fruitbaskets, etc.



14. Advise the guest of removal methods when food isdelivered:´Please call room service when you would like your trayto be collected.15. Ask the guest to sign the bill and wish them a pleasant meal:

³Enjoy your breakfast, Mr Noblet´.16. Do all the above quickly but do not appear to be in a hurry.17. Ask if there is anything else that the guest requires.18. Leave the room and shut the door quietly..19. Pre-ordered continental breakfast service guarantee must beadhered to. If delayed more than 10Minutes after the target time, order should be rebated in full fromguest bill.

20 if order is delay informed to the guest. About timeApologies and indicate new delivery time. Always offer analternative.21.If doorknob menu has guest signature no further signatureshould be asked when delivering Breakfast

M oment Of Truth: 9.04 SOP ± tray collection1. Food trolleys or trays to be removed promptly.2. Corridors and landings to be clear of trolleys and trays. Regular

checks are to be made, more Frequently during high volumeperiods.3. If guest call for removal, check their satisfaction, e.g How wasthe fish Mr. Robinson´?4. Remove used equipment in the room, such as glasses, platesor old fruit baskets. Say: May I take theUsed glasses, plates or fruit basket, Mr Noblet´?5. Observe manual handling for lifting and carrying trays.6. Work as quietly and quickly as possible.7. Leave the room after wishing the guest a pleasant day, ³Thankyou Mr. noblet, Have a pleasant day.



CHAPTER: 10 the banqueting

And Conference 4

M oment Of Truth: 10.01 SOP - Telephone Enquiry 1. Answer calls within 3 rings2. Smile when picking up the phone.

3. Introduce your department and yourself 4. Offer assistance and listen attentively.5. Always handle guest requirements and contact department onguests¶ behalf.6. Greet caller by name if possible. If not, identify the customer¶sname and use in conversation.7. Summaries requirements and propose solutions / action8. Conference and banqueting executives have updated lists of allbooked events and available space.

9. A trace system is used10. Propose appointment to visit banquet facilities includingSundays.11. Ensure that staff answering the telephone has up to dateproduct knowledgeto enable them to provide quality information.

M oment Of Truth: 10.02 SOP ± follow up A lead

1. Assign an event team for large conferences.2. Every client assigned a back up Conference and BanquetingExecutive responsiblefor all arrangements.3. The customer is informed who will be responsible for their business in the future



And is given contact details.4. Fax or e-mail confirmation of needs to the customer within 12hours.5. Be clear about follow up actions.

6. Follow up with thank you for consideration / enquiry letter.7. In case of telephone call, thank at the end of the call using thecustomer¶s name and letCustomer¶s name and let the customer hang up first.8. Invite the client to see other customer¶s events as appropriateas a means to gather ideas.9. In case of any changes , action them immediately and copy alldepartments.

M oment Of Truth: 10.03, SOP ± closed a deal,

1. Discuss with the guest about requirements during the event.2. Suggest equipment that may be useful like TV, fax, OHP, LCDect and co-ordinatewith the departments concerned.3. Ask about sign boards required to guide arriving guests.4. Inform the guest that a meeting in progress board will be

posted outside the room at theStart of the event.5. Ask the guest about lunch, dinner and coffee break timings andrequest the guest to call youa week in advance if there are any changes.6. Prepare technical support that may be required and include onthe event planning work sheet (function order ).7. The guest must receive a full written proposal in 48 hours or less.8. Send a proposal outlining options, prices, and payment andcancellation details personallySigned by the Conference and Banqueting Executive within 24hours.Include a Conference Sales Pack ( if not already given)



9. Follow up telephone call must be made within 2 days of giving /sending these brochures. If theReservation has not been secured at this point; enquire as toclose the deal.

10. Ensure that there is dedicated technical staff present for theevent.11. Include lunch, dinner, and coffee break requirements on theevent planning order.12. Discuss handling of messages and faxes as part of the eventplanning sheet.13. Message center to have listing of all events, names of attendees, event location, instructions

of how to handle calls, fax and messages.14. Inform organizer at the planning stage if you anticipate anymaintenance work or other events That may disturb the event.15. Ensure that relevant information / changes are communicatedto Accounting and appropriate Departments.

M oment Of Truth: 10.04, SOP ±follow up A proposal

1. To be able to get in touch with the Conference and Banqueting

Executive / Point of Contactor have all calls returned the same day.2. To be able, always to speak with someone, who is aware of and knows about my event, should mypoint of contact be out of office.3. Assign an event team for large conferences.4. Every client assigned a back up Conference and BanquetingExecutive who is fully briefed on the account.5. If not present, client has option to leave message or speak withanother person.6. Advise Regional Sales Office to enable local assistance for meeting planner.7. Check messages every hour.8. Return calls hourly.9. Prepare site inspection plan.



Moment of truth 4 -05 sop greeting theguest1. Welcome customers to the hotel, they are not kept waiting

2. Use active listening3. Conference and Banqueting team Executive to ascertain Foodand Beverage requirements atan early stage including menus, numbers and timings.4. Make organisers / delegate fell that they are getting a tailor made service ± emphasis flexibility.5. Invite customers to come in and see facilities and discuss for further needs.

6. Probe with open-ended questions to fully explore needs.7. Offer options as opposed to one solution.8. Probe for budget limitations.9. When discussing alternatives be clear on pricing ± nosurprises.10. All Conferences and Banqueting Executive to have menu listand pricing available.11. Guests should be made aware of dishes containing knowningredients that are the cause of allergies. l. e. Nuts, Dairy, Shellfish etc.12. Conference and Banqueting Executives should be familiar with Food and Beverage Budget,to properly manage the profitability of the event.13. Request that any changes be communicated at least oneweek prior to event.14. Be clear on what level technical support should be required inplanning phases.

15. Include technical requirements on event planning worksheet.16. Discuss handling of messages and faxes as part of eventplanning and include onevent planning worksheet.17. Ask the guest about signboards, which may be required toguide the delegate of the event.



18. All conference and Banqueting Executives are paired with aFood and Beverage partner.19. Menu lists and pricing is available.20. All information ( keys, prices ) etc are available

21. Several options are provided to the client, creative solutionsare found.22. Introduce the customer to catering / technical staff.23. Invite customer to see other customer events, as appropriate,as a means to gather ideas.24 brief customer on safety & security25.´ Contractors indemnity form´ to be completed whereappropriate.

26. Food brought into hotel / venue. Indemnity form to becompleted, where appropriate.27. Always have at least 2 rooms set-up for unexpected viewingin coordination withWith housekeeping and front office.28. Make a follow up call within 3 days of the visit.29. Thank the client for the visit and assure satisfaction.

M oment Of Truth: 10.06 SOP ± function room

setting 1. All facilities are ready at least on hour before agreed time.2. The banquet / meeting rooms are immaculate and thetemperature is pleasant.3. There is sufficient stock of flip chart paper and writing materialare in good workingorder.4. All set ups are in compliance with the Banquet Event Order.

5. The dedicated Banquet and Conference Executive meets theOrganizer in the venueto check requirements, arrangements and timings.6. In the event of last minute changes, the customer is informedimmediately and an alternativeis suggested.



7. Technical support is available and on hand.



M oment Of Truth: 10.07 SOP - Event Arrival 1. All events and locations are reviewed as part of daily briefing.All details confirmed, includingNumber of attendees, F&B requirements, billing, etc2. Conference and Banqueting Executive meets with staff who willbe working at the event to go over Details prier to event.3. All details are reviewed one last time4. Copy of all details is available with staff working for the event..5. There is a day in advance to use room ready and VIP treatmentis extended to the organiser.6. Clear signage is put up at the function room, lobby at least 2

hours before the event.7. All audio±visual equipment is tested and cleaned the daybefore the event.8. Preventive maintenance is performed on the equipment.9. Test slides are provided to pre-focus the equipment.10. Emergency procedures are made aware to the organiser.11. The doorman / reception staff greet the organiser with a smileand eye contact.

12. The Conference and Banquet Executive meets the organizer before the start of the eventin case of assistance required.13. The Conference and Banquet Executive is standing at theentrance of the function room.14. The organizer is escorted to the function room.15. There is one dedicated staff member present at all times witha pager or communication

tool. This person is introduced to the organiser at the start of theevent, business card is offered.16. The organiser is offered a pin, so that staff can recognisehim/her.17. The dedicated staff member follows up with the organiser during the function or during breaks



to ensure satisfaction.



Moment Of Truth: 10.08 SOP - During theEvent 1. All control settings / equipment are shown to the client before

the start of the event.2. Business centre is aware of the event, in case of fax, computer and telephone service is required.3. Guests are greeted with eye contact and with a smilewelcomed.4. The dedicated staff member checks with the organizer that heis satisfied and that no last minuteChanges are required. Check that supplies are sufficient.

5. Break and lunch timings are summarized and confirmed withthe organizer.6. The technical staff member is introduced to the organizer andthis personis available throughout the function.7. Meal and breaks are ready on time. Coffee/tea breaks areready half an hour before the break.8. Staff are flexible about break times.9. Standard conference box is provided.

10. ³Meeting in Progress´ sign is put up, as soon as the eventbegins.11. There is adequate staff on hand to service the room.12. During breaks all supplies are checked and replenishedincluding flip charts and writing material.13. Ashtrays are cleaned during breaks.14. The organizer is asked about room temperature during thebreak and assistance is offered.

15. During lunch break the room is reset within 10 minutes16. The room is tidy and personal belongings are not touched.17. Guest¶s personal effects or documents are not to be touchedincluding personal notes,flip charts, etc.



18. During breaks organiser or other delegates are looked after:served drinks, rememberingwhat they usually take, in case they are busy.19. Guests are guided to their lunch venue, in case they are busy.

20. All delegates are acknowledged and greeted by name whenpossible21. When asked for assistance, staff member responds quicklywith a sense of urgency.22. Complaints are attended to immediately and guests areapologized to.23. The staff member shows interest and asks how the event isgoing.

24 speared conversation if possible25. Messages are delivered within 10 minutes of receipt.26. Message centre has a listing of all events, names of attendees, eventLocation and instructions on handling messages.27. If organizer requires assistance in organising games, etc, thisis provided.



M oment of Truth: 10.09 SOP - Departure and Follow Up1. The bill is accurate, itemised and prepared prior to the departure of theguest.

2. All details are reviewed to ensure that they correspond to the proposalconfirmed prior to the event. The bill is checked against the event planning worksheetbefore handingit over to the client.3. Satisfaction is checked with the organizer 4. Staff are able to handle disputes quickly and politely up to a certain limit.5. Small disputed amounts are waived without questioning.6. The client¶s preferred method of payment is asked during the event and

the necessary arrangements Are made.7. Transportation requirements are asked as part of the event planning andthese are tracked.8. Transportation for the organiser is included as part of the package.9. The guest is thanked with a smile and called by name, asked what kindof information would beuseful in the future.10. There is always someone present to bid farewell to the presenters anddelegates11. Regular contact is maintained with the guest.

12. The customer is thanked in writing and a gift is sent within 5 days.13. A room check is made after the event.14. If there are found articles the Conference and Banquet Executive isinformed15. Company procedure is followed for handling lost and found articles.16. In the event of a complaint / disagreement, the guest is contacted bytelephone within 24 hours and written to within 48 hours.17. In case of large functions, a post-event meeting is organized with the

organizer and a report is issued within a week issued within a week.

18. A copy of the function sheet is sent to the Regional SalesOffice for future business referral



19 hotel databases must update

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