Saha Sir 1 Document

8/8/2019 Saha Sir 1 Document

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TYPE OF OPERATION

San Gimignano serves different menus for the lunch and dinner. This is to offer more varieties to the guests. As the

menu of the restaurant is small, chef changes the menu after every six month keeping the season & availability of fresh

products in mind.

Lunch hours of the restaurant are from 1230 hrs to 1500 hrs.Lunch menu is divided in to five sections: the salad, soup

vegetarian, non-vegetarian and dessert. It is compiled specially to cater the working people for whom the time matters

lot. This menu is very simple, less expensive and the preparations are very light has got a variety of salads which are

ideal for lunch like mixed Lettuce salad, Marinated artichokes with sun dried tomatoes and main courses like spaghett

with mixed peppers, grilled red snapper.

Dinner hours of the restaurant are from 1930 hrs to 2345 hrs. The menu in dinner also follows the same pattern as the

lunch menu but the preparations are rich, more use of cheeses and a lot of attention is given to the presentation

although the preparation time is slightly more. Restaurant serves special pasta menu during dinner, which is also the

specialty of the place as all the pastas are homemade, which give a feeling of freshness to the visitors.

Entire menu is based on the pre-plated service concept.

LOCATION

San Gimignano is located on lobby level. It is on the left side as you enter from the lobby.

BACKGROUND

Tuscany lies in central Italy and is renowned for its art, history and beautiful landscape. The countryside is dotted with

castles and fortified villages; the symbols of violence and strife that tore Tuscany apart for so many years during the

medieval period. Typical of these is a hilltop town in the heart of Tuscany lies San Gimignano which is also known a

the city of beautiful towers. The town is flanked by tall, flame shaped Cyprus trees; it stands on a hilltop in the rollin

Tuscan countryside where vineyards and olive groves flourish.San Gimignano is one of the best-preserved medieval towns in Tuscany today. Its skyline bristles with tall towers

dating from the 13th century. Only 14 of the original; 76 towers are in existence. These windowless towers were built

to serve both as private fortresses and symbol of their owners wealth.

DESIGN FEATURES

The Interiors

The restaurant is done up in tonal hues of blue and yellow. The yellow colour signifying the golden fields and

sunflowers of the Tuscany region while the blue represents nobility of the area.

The restaurant is embellished with exquisite and rare ceramic collection of the region. An old handmade and hand

painted vase adorns the restaurant. The restaurant also houses rare photographs printed from silver plates with dateback to 1890 and 1930. These old photographs depict the town of San Gimignano as it was then. San Gimignano also

has terracotta potteries from Tuscany and Rome, which these places are famous for.


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Paradiso DiVino

San Gimignano is only Italian restaurant in the town to have a private garden called Paradiso DiVino. The garden ha

two gazebos with delicate casted grills and framework. The area is shaded by trees and lined by varieties of palms with

the murmuring sound of fountain. The garden is open during the winters for lunch and dinner and offers the similarmenu as restaurant.

Private Entrance

The entrance to the restaurant is exclusive and private. Unlike other restaurants in the hotel, where guest have to pass

through the lobby invariably to reach the restaurant, the entrance to the San Gimignano is through a private entrance

from outside which is next to the hotel parking. This further provides privacy to the guests dining here at San

Gimignano. The entrance then leads to private garden of the restaurant.

STYLE OF CUISINE

San Gimignano, captures the true essence of gourmet Italian cuisine. The Renaissance and vitality of the Tuscan

landscape are truly the rich resources for the restaurant to offer a truly gourmet affair. The Italian restaurants in our paof the world rarely use authentic ingredients to save on cost and diligence. San Gimignano is unique because it present

the true flavours of gourmet Italian cuisine as we directly import most of the cheeses, pasta, olive oils, vinegar and

wines, after these are carefully selected before hand. We also grow fresh herbs at our farm from the seeds, which are

imported from Italy.

OPERATING HOURS

The Restaurant is operational from 1230 Hrs. to 1500 Hrs. for Lunch and 1930 Hrs. to 2345 Hrs. for Dinner.

MENU DESIGN

The Menu outer is based on the town of San Gimignano. The inner has the story of Tuscan natives who did the fight

for their existence and to save their culture at medieval period.

Bar Selection

San Gimignano bar has a wide collection of Italian wines, spirits and liqueurs. Restaurant serves very rare selection of

after dinner drinks like Vinsanto, Limoncello and Auram.

Restaurant also has ten different types of Grappas to offer, the range is from Bone Dry to semi sweet.

LINEN

San Gimignano has baize tablecloths and baize napkins. Its furniture is designed by Juneja associates.

The tables in the restaurant are:


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Table size No. of tables Total

Square 4 seater 3 12

Rectangle 2 seater 4 8

Rectangle 6 seater 1 6

Round 2 seater 1 3TOTAL 9 29

The garden section is operational from mid of October mid of April. It has all the marble tables and bamboo chairs

of wrought iron.

Paradiso DiVino has maroon tablecloths and cream coloured napkins.

Table size No. of tables Total

Rectangular 3 seater 7 20

Round 2 seater 4 8

UNIFORM

The uniform of the staff is white Chinese collar shirt, black trouser with a white apron.

Entire restaurant area is fed by 1 micros workstation, which also works as cashier station and 1 check printers.

The garden section has one side station, and the food comes through the service window, which is connected to the

back area.

ENTERTAINMENT in the restaurant and garden is in the form of recorded music being played on CD player. The

restaurant plays all Italian music. Restaurant has different C.D.s for different meal periods. San Gimignano plays song

from the album of famous Antenello Vendetti, Pino Daniele and opera from Andrea Bocelli

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HOURS OF OPERATION

LUNCH

1230 hrs to 1500 hrs

DINNER

1930 hrs to 2345 hrs

Seating Capacity

Restaurant 29Courtyard 28

RESTAURANT

Pax No. of tables Total no of pax at tables

Tables of 02 04 08

Tables of 03 01 03

Tables of 04 03 12

Tables of 06 01 6

Total number of pax 09 29

COURTYARD

Pax No. of tables Total no of pax at tables

Tables of 02 05 10

Tables of 03 03 09

Tables of 04 01 04

Tables of 05 01 05

Total number of pax 10 28

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TABLE SPECIFICATIONS

Na kin

Knife

Water

Goblet

Fork

B n B

Plate

Salt n Peppar

Shaker

Olive

Oil

Flower

Vase

Pe er Mill


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1

2

3

4 5

6

8

79

1B n B Plate 5 Olive Oil Container

2 Pepper Mill 6 Water Goblet

3 Flower Vase 7 Dinner Knife

4 Cruet Set 8 Napkin9 Dinner Fork


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FURNITURE & DECORATIVE ITEMS

1

2

3

45

6

7

9

8

10

11

1 B n B Plate 7 Water Goblet

2 Dinner Fork 8 Cruet Set

3 Napkin 9 Flower Vase

4 Show Plate 10 Olive Oil Container

5 Napkin Ring 11 Candle with the Stand

6 Dinner Knife


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A.ALMIRAH WITH DECANTERS AND CERAMIC JUGS

A B


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B.CELLAR IN THE RESTAURANT


FLOWER ARRANGEMENT


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FURNITURE OF THE RESTAURANT

1


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SHOW WINDOW IN THE RESTAURANT

1


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1

SHOW WINDOWS AT THE RESTAURANT ENTRANCE


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EQUIPMENT GUIDE

1 Coffee Pot 7 Tea Cup2 Tea Pot 8 Demi Tasse Cup

3 Creamer 9 Tea Strainer

4 Sauce Boat 10 Sugar Bowl

5 Ash Tray 11 Tooth-Pick Holder

6 Cappuccino Cup 12 Dip Bowl

1

1 2 3 4 5

6 7 8 9 10 11 12

1 2 3 4 5 6 7 8 9 10 11

1 Dessert Fork 7 B n B Knife

2 Fish Fork 8 Dessert Spoon

3 Dinner Fork 9 Soup Spoon

4 Fish Knife 10 Tea Spoon

5 Steak Knife 11 Demi Tasse Spoon

6 Dinner Knife

1 2 3 4 5 6


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EQUIPMENT GUIDE

1

1 Beer Tumbler 4 Highball Glass

2 Ice Tea Glass 5 Old Fashioned Glass

3 Collins Glass 6 Decanter

1

2

3

4 5

6

7

8

1 Champagne Glass 5 Water Goblet (Small)

2 Water Goblet 6 Martini Glass3 Red Wine Glass 7 Champagne Saucer

4 White Wine Glass 8 Liqueur Glass

1 2 3 4 56


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EQUIPMENT GUIDE

1 Pepper Mill 5 Pepper Mill (Small)2 Wine Chiller 6 Olive Oil Pourer

3 Candle Stand 7 Glass Candle Bowl

4 Ice Bucket 8 Ice Tongs

1

1 2 3 4 5 6 7

Show Plate

Crumbing Set

Bread Basket

8

Ring


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EQUIPMENT GUIDE

1 Coup Plate 6 Dinner Plate

2 Demi Tasse Saucer 7 Side Plate

3 Saucer 8 Dessert Plate

4 Cappuccino Saucer 9 Oval Platter

5 Pasta Plate 10 Soup Plate

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1

1 2 3 4 5 6

7 8 9 10

Salver


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OPENING AND CLOSING PROCEDURES

1. All outlets must have a set of opening and closing procedures

2. The outlet supervisor assigns one person that is in charge of the opening and closing of the outlet.

3. This policy must be updated when changes in operation are implemented.

The following opening and closing procedures will insure that all necessary tasks will be executed in time.

Restaurant Opening

Set-up

1. Open the Restaurant (Front and Back door), open the wine cellars and the Fosters. Switch on the halogen lights.

2. Check the menu stand and place it outside the restaurant next to the display cabinets.

3. Check the reservation with room service.

4. Check the cleanliness of the restaurant. Inform HK if required.

5. Check all lighting and electrical equipment i.e. CD player, ice-cube machine, coffee machine, telephone, micros

and water filter. Inform maintenance for repair if required.

6. Check all tables for alignment and wobbling.

7. Call the pressman for ironing of tablecloth if not ironed.

8. Exchange the linen against the previous days linen.

9. Start laying the tables making sure central appointments, glassware; cutlery and the crockery are clean.10. Side stations are to be well stacked.

Sugar sachet holders to be replenished as per the standards (sugar sachet, brown sugar & Equals),

Make sure 2 tooth pick holder, 2 crumbing set, B&B plates and adequate number of servers cloth are kept in the

side station.

11. One water jugs, one large peppermill, one grated Parmesan cheese bowl, and one cutlery plate should be on the

side station

12. Clean the menus, check folders, wine lists, MICROS screen and telephone receiver with diluted antiseptic solution

13. Back Area to be set properly.

14. Tea /Coffee tray to be properly replenished.

15. Send all EPNS items for polishing.

16. Breadbaskets with coasters to be given to the kitchen.

17. Give all the salvers for cleaning and keep them ready with salver cloths.18. Demi tasse and teaspoon box to be set.

19. Switch on the halogen lights 15minutes before the restaurant opens.

20. Check the non-availability of items with chef.

21. Put on the Music at 12:30 P.M.

Evening Duties Checklist

1. Proper handover of the tables is given to the evening shift personnel.

2. After all guests have left switch off the lights and AC.

3. Linen to be exchanged along with the morning balance.

4. Lay the tables and check the alignment.

5. Call House Keeping for cleaning the restaurant.

6. Call Engineering in case required.7. Replenish the sugar sachet holders and teeth pick holders.

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8. Breadbaskets with coasters to be given to kitchen.

9. Water jugs to be refilled.

10. Clean and set the back area as per point no. 12 of morning checklist.

11. Check with room service for table reservation

Restaurant Closing

1. All glasses and cutlery to be wiped and stacked properly.

2. Both the Fosters need to be stacked properly.

3. Bar inventory need to be done.

4. Clean the back area and the coffee machine. Make sure everything is at its appropriate place.

5. Change the dirty tablecloths and remove all the covers.

6. Place bottle of Galliano back in the cellar.

7. Bar and glassware/cutlery inventory to be done.

8. Count the dirty linen and fill the linen book.

9. Deposit the sale at the Front desk cashiers and fill the logbook.

10. Lock the fosters, cellars and the back door.

11. Switch off the lights and AC.

12. Make the store requisitions.

13. Keep the menu stand inside the restaurant.14. Lock the restaurant and deposit the keys at the time office in uniform.

15. Reservations book to be given to Room Service.

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SIDEWORK PROCEDURES AND ASSIGNMENTS

In order to have efficient and correct service it is essential that all sidework should be available during services time

periods. To ensure that this happens on a consistent basis the outlet manager will prepare and delegate sidewo

assignments as part of their pre and post service briefings.

Sidework assignments are pre determined items and based on the duty roster as well as shift procedure. The outlet

manager will delegate specific tasks to the staff for completion. While delegating the tasks the manager should alsotake into account any one-time sidework duties etc. that might have been requested by the preceding shift manager. H

will then follow up to ensure that all tasks have been completed.

In addition to the staff the manager should also prepare an opening and closing checklist of assignments and duties fo

himself.

WAITER (OPENING)

Pick up linen requisition.

Pick up and store all dry and beverage requisitions.

Turn on all operating equipment.

Fold napkins.

Clean service trays.

Ensure sufficient crockery and cutlery for service.

Wipe side stations.

Stack trays on side stations.

Check station allotment.

Check side station stacking as per standard.

Fill water jugs.

WAITER (CLOSING)

Close all checks. Clean allotted side station.

Relay all tables.

Re-stack allotted side station as per standard.

Count and tie soiled linen in bundles of ten by type.

Polish Silverware.

Clean linen hamper.

Inform manager about breakage.

Shut down operating equipment.

Clean operating machinery.

Switch off all lights.

Lock the restaurant.

Return the keys.

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HOSTESS (OPENING)

Pick up the reservation book from Room Service.

Clean the menus, wine list and check folder.

Clean the telephone.

Check for paper requisition.

Update outlet notice board.

Update and maintain guest history. Clean the check folders.

Switch on the music.

HOSTESS (CLOSING)

Wipe the menus.

Wipe the reservation book.

Clean the telephone.

BAR ATTENDANT / WAITER (OPENING)

Clean the bar counter. Unlock all bar cabinets.

Pick up beverage requisition.

Stack the requisitioned beverages.

Prepare operating equipment.

Cut fresh garnishes.

Fill icebox.

BAR ATTENDANT / WAITER (CLOSING)

Clean the blender.

Remove remaining ice from icebox.

Clean and wipe sink. Refill syrup bottles.

Replenish chiller.

Wipe down bar counter.

Re-stack glasses.

Remove the garbage.

Make the beverage requisition.

Lock the bar.

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CASHIERING PROCEDURES

System used - Micros for billing

- P.O.S. for credit card transactions

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a) Recording the order

The orders from the guests are directly written down on the order taking pads with the date, time, number of pax an

the servers initials.

b) Feeding the order in the micros

The orders are punched in the micros workstation immediately after the order is taken. Mentioning the speci

instructions, the cooking point, the break between the courses etc. All the orders are saved in the micros, the bill will b

printed only when the guest requests for the bill. (refer to page no.---- for the procedure of operating the micros)

c) Order printing

The order automatically prints in the respective area, the kitchen or the bar.

d) Firing the pick up / hold

Food pick up / hold is fired from the workstation, anticipating guest need or as per the guest request.

e) Reference

The hand written order slip is kept in the appropriate slot of the table on the side station for reference.

f) Changes and addition to the order

Necessary changes and additions can be made to the order in case of mistakes, guest changes the order or orde

additional dishes / drinks. In case any item is required to be voided, managers approval is required (managers I.D. i

required).

g) Printing the bill

The bill will be printed only when the guest requests, on the blank stationary having three copies for guest, account

and F&B controls.

h) Settlement

- Room settlement-The bills to be settled in the room account have to have the guests roo

number, the name and the signature of the guest. The tips, if written by the guest, should be added to th

total amount of the bill.

- Cash settlement-The bills paid, as cash need to be settled as cash settlement.

- Credit card settlement- for the credit card settlements, a printout of the credit card slip has to b

taken from the P.O.S. machine for the total amount on the bill.

- Guest signatures have to taken on the merchant copy and the bill. The signature on the credit card slip

must be verified with the credit card, if tip has been offered on the slip that is to be added to the amoun

on the bill and settled in the micros.

i) Final report

A final report of the total settlement and the sale must be printed at the end of the meal period and the cash will b

tallied. A check has to done to ensure no bill is pending / open in the system. All the bills to be arranged on serial orde

and it are to be ensured no bill is missing.

j) Depositing the cash

The cash, report and the third copy of all the bills will be deposited at the front desk after each shift.

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RESERVATION PROCEDURES

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Reservations during the normal operating hours of the Restaurant will be taken in the concerned outlet.

Reservations when the outlets are closed will be taken in Room Service.

It is the responsibility of all outlet managers to ensure that at the end of their shift the reservation books are up to date,

accurate and in the correct location.

The closing shift Manager of outlet will ensure the following:

1. Walk over reservation books to the Room Service and hand over the book.

2. Convey any special instructions concerning reservation books to the Room Service.

The opening shift Manager of any outlet will ensure the following:1. Retrieve the reservation book from Room Service.

2. Re-confirm to ensure there are no errors and update all the information in the reservation books.

All incoming calls should be answered within 3 rings. Identify the outlet and clearly and slowly state your name.

Take all the information for the reservation in sequence.

1. What time? (If seating unavailable recommend the closest available time for the customer).

2. How many people? (Adults, children)

3. Table preference. (SMK, non, window, both etc.)

4. Telephone and contact information.

5. Repeat all the information back to the guest to ensure it is accurate.

6. Request guest to call if they would like to make any changes in their reservation or to cancel.7. Your initials to identify whom made the reservation.

8. Advise guests that reservations will be honored only 20 min beyond the requested time due to limited seating.

(This is especially applicable during peak hours and popular functions or anticipated busy times).

9. Thank guest (by name) for the reservation and wish them a pleasant (time of day).

Dos and Donts

1. Do use guest last name with title

2. Do not use only the guests first name

3. Be polite

4. Do not be abrupt

5. Do listen to the guest

6. Do not interrupt

7. Do write neatly

8. Do not use a pen, use a pencil

9. Do reconfirm all information

10. Do not promise what is not possible

11. Do help the guest

12. Do not modify seating capacities or sections

13. Do try and fulfill the guests requests

14. Do not overbook without managers approval.

It is very important to speak clearly and slowly all the time. Do not mumble into the telephones and ask the guest to

politely repeat any information you miss. It is better to have a correct reservation than one with ambiguity.

The Reservation Books

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All outlets use reservation books that are the same in layout. A generic sample page of the reservation book is attached

for your reference.

Every Reservation book will be divided into sections by overall seating plans and times. This will avoid the risk of

overbooking a particular restaurant during one seating, therefore minimizing service issues and preventing the kitchen

from falling behind. It will also provide an automatic feature where any person filling the book will be able to see if

particular seating is full and at a glance recommend additional seating times. This is the main difference between the

reservation books in each outlet, as this will have to be customized based on service times and method of service and

seating capacity in each outlet.

Every Reservation book also has included with it a floor/seating plan of the restaurant.

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BASIC RULES OF SERVICE

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All Food and Beverage employees are to follow the following basic rules of service in their day-to-day responsibilities

1. Guests are always to be seated by Hostess or Manager.

2. Guests are to be seated only on clean, fully set up tables.

3. All extra covers must be removed

4. Chairs must be pulled for guests when seating.

5. Pre drinks or wines are to be offered as soon as guest is seated

6. Always stand straight while taking order.

7. Guest orders should always start with ladies first.8. Write legibly on the order-taking pad.

9. Guests are to be informed of the various Chefs recommendations and also presented menus as they are seated.

10. Always repeat the order to the guest.

11. Always open wine bottle in front of a guest.

12. Leave bottle in ice bucket when opening.

13. Always display the label and repeat the name of the wine when presenting.

14. All alcoholic drinks must be served along with mixers and ice.

15. Always serve ladies first.

16. Always serve guest from the right in case of pre-plated service and clear table from the right.

17. Before each main course is served, remove soiled dishes and complete the cutlery as per the order.

18. Always handle flatware by the handle.

19. Always handle china by the edge.

20. Always handle glassware at the stem or base.21. Never place your thumb on the plate.

22. Always carry silver, china, linen, and glassware on a clean tray.

23. Never walk back to the kitchen empty handed. Always take along soiled dishes.

24. Dishes should not be stacked too high on the trays.

25. Soiled dishes are to be cleared only after everyone at the table has finished.

26. B & B plates and cruet set are to be removed from the table along with main course plates before the dessert is

offered.

27. Crumbs are to be swept away before dessert is offered.

28. Desserts menu must be offered automatically.

29. Coffee and tea is to be offered when taking dessert order.

30. After dessert and coffee are served, after dinner liqueurs must be offered.

31. Trays with soiled dishes to be immediately removed from the public area.

32. Checks are always to be presented in the check folder.

33. Checks are to be presented to guests on demand only.

34. Tables are to be reset as per specifications as soon as the guest departs.

35. Always thank the guest for patronizing restaurant.

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THE SEQUENCE OF SERVICE

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Meal period: Lunch

1. Guests arrive at the restaurant entrance.

2. Hostess approaches, welcomes and greets the guests.

3. Hostess checks for reservations.

4. If not, hostess asks the guests the name and anticipates number of guests.

5. Hostess enters the guest name and time in the reservation book.

6. Hostess checks for preference of smoking or non- smoking section.

7. Hostess escorts the guests to fully set table. (pre-assigned in case of reservation ).8. Hostess confirms if they are comfortable with allocation of the table.

9. Hostess assists in seating, give preference to ladies.

10. Hostess returns to the desk to fetch the food menu & beverage list.

11. Hostess presents the menus to the guests.

12. Server approaches the table, introduces himself.

13. Server unfolds the napkin and places the napkins on the guests laps.

14. Server asks for water preference (Mineral water or regular) and serves.

15. In the mean time, serve Italian assorted bread along with the dips.

16. Server takes the order for the food and assists the guest in placing the food order in case he is unfamiliar with

the dishes.

17. Server notes down the order on the pad, with proper cover numbers, table number, number of guests and time.

18. Server repeats the order to the guests and removes the beverage list.

19. Server feeds the order in the micros and passes on the hand written K.O.T. to the runner to bring the drinks.20. If there are, any special instructions he informs the chef.

21. If a bottle of wine is ordered then place the glasses accordingly from R.H.S.

22. Runner serves the drinks as requested and places the salver on the side station.

23. Server keeps the menus at the hostess desk.

24. Server places appropriate appetizer / soup cutlery for the guests.

25. Server serves the starters from the right hand side, announcing each dish. Inform the guest in case the plate is

hot. Wish Buon Appetitto.

26. Server asks for crushed pepper and Parmesan cheese if required.

27. Server confirms the guest satisfaction.

28. If there is any complaint, inform restaurant manager so that immediate corrective action to be taken.

29. Check breadbasket if empty replenish it.

30. Server clears the soiled starter plates from R.H.S., Removes cutlery, which is not required anymore.

31. Server replenishes / inquires for repeat of water, wine, and other drinks.

32. Server asks the guest if he wants his main course right after the starters and informs the preparation time, if it

takes very long.

33. Server places / changes / adjusts the cutlery for the main course.

34. Server serves the main course from the right hand side, announcing each dish. Inform the guest in case the plat

is hot.


36. Server maintains the eye contact with the guest.

37. Servers check with the guest if he/she is enjoying the main course.


39. Offer toothpicks if the guest ask for it.

40. Server confirms if all the guests have finished, clears the plates and deposits them at the dishwash area.

41. Server clears the cruet set, breadbasket and dips, glassware, which are not required.

42. Server crumbs the table.

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43. Server offers dessert menus to the guests.

44. Server notes down the dessert / coffee order on the pad, indicating the cover numbers.

45. Server repeats the order to the guests and removes the menus.

46. Server confirms weather the guest requires the coffee with dessert or after.

47. Server feeds the order in the micros.

48. Server picks up the desserts / coffee and serves as requested & serves the madeleines.

49. Server confirms if all the guests have finished and clears the plates.

50. Server checks the bill and keeps it ready.

51. Server presents the bill in a clean check folder if asked for.52. Server collects the bill and settles it as per the procedure.

53. Server helps the guest to move out of the table by pulling the chair or by moving the table.

54. Hostess thanks the guests and bids farewell.

55. Ask for the comments and visiting card.

56. Request the guest to revisit the restaurant.

57. Server clears the table and resets it for the next guest.

Meal period: Dinner

1. Guests arrive at the restaurant entrance.

2. Hostess approaches, welcomes and greets the guests.

3. Hostess checks for reservations.4. If not, hostess asks the guests the name and anticipates number of guests.

5. Hostess enters the guest name and time in the reservation book.

6. Hostess checks for preference of smoking or non- smoking section.

7. Hostess escorts the guests to fully set table. (pre-assigned in case of reservation).

8. Hostess confirms if they are comfortable with allocation of the table.

9. Hostess assists in seating, give preference to ladies.

10. Hostess returns to the desk to fetch the food menu & beverage list.

11. Hostess presents the menus to the guests.

12. Server approaches the table, introduces himself.

13. Server unfolds the napkin and places the napkins on the guests laps.

14. Server removes the show plates and napkin rings.

15. Server carries and stacks the show plates and napkin rings in the side station.

16. Server asks for water preference (Mineral water or regular) and serves.

17. In the mean time, serve Italian assorted bread along with the dips.

18. Server takes the order for the food and assists the guest in placing the food order in case he is unfamiliar with

the dishes.

19. Server notes down the order on the pad, with proper cover numbers, table number, number of guests and time.

20. Server repeats the order to the guests and removes the beverage list.

21. Server feeds the order in the micros and passes on the hand written K.O.T. to the runner to bring the drinks.

22. If there are, any special instructions he informs the chef.

23. If a bottle of wine is ordered then place the glasses accordingly from R.H.S.

24. Runner serves the drinks as requested and places the salver on the side station.

25. Server keeps the menus at the hostess desk.

26. Server places appropriate appetizer / soup cutlery for the guests.

27. Server serves the starters from the right hand side, announcing each dish. Inform the guest in case the plate is

hot. Wish Buon Appetitto.

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29. Server confirms the guest satisfaction and offers a second helping.

30. If there is any complaint, inform restaurant manager so that immediate corrective action to be taken.

31. Check breadbasket if empty replenish it.

32. Server clears the soiled starter plates from R.H.S., Removes cutlery, which is not required anymore.


34. Server asks the guest if he wants his main course right after the starters and informs the preparation time, if it

takes very long.

35. Server places / changes / adjusts the cutlery for the main course.36. Server serves the main course from the right hand side, announcing each dish. Inform the guest in case the plat

is hot.


38. Server maintains the eye contact with the guest.

39. Servers check with the guest if he/she is enjoying the main course.


41. Offer toothpicks if the guest ask for it.

42. Server confirms if all the guests have finished, clears the plates and deposits them at the dishwash area.

43. Server clears the cruet set, breadbasket and dips, glassware, which is not required.

44. Server crumbs the table.

45. Server offers dessert menus to the guests.

46. Server confirms weather the guest requires the coffee with dessert or after.

47. Server notes down the dessert / coffee order on the pad, indicating the cover numbers.48. Ser Server feeds the order in the micros

49. Server repeats the order to the guests and removes the menus.

50. Server picks up the desserts / coffee and serves as requested & serves the madeleines.

51. Server confirms if all the guests have finished and clears the plates.

52. Server checks the bill and keeps it ready.

53. Server presents the bill in a clean check folder if asked for.

54. Server collects the bill and settles it as per the procedure.

55. Server helps the guest to move out of the table by pulling the chair or by moving the table.

56. Hostess thanks the guests and bids farewell.

57. Ask for the comments and visiting card.

58. Request the guest to revisit the restaurant.

59. Server clears the table and resets it for the next guest.

*************

DISHWASHING AREA SEQUENCE

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In order to process all soiled silverware, crockery and dishes all service staff will be required to follow a dish removal

and clearance sequence. To ensure that this works efficiently, it is necessary for the stewards to follow the procedure

outlined below.

1. Have sufficient racks available at all times

2. Prepare pre soaking containers for silverware and ensure that they are emptied form time to time

3. Setup decoy system to ensure the waiters/OT is sorting the silver ware and glassware

4. Ensure plates are scraped clean with a rubber spatula before being rinsed.

5. Do not wash heavily soiled dishes in the same load as glassware6. Stack plates and glasses of similar size together on the racks

The following is the sequence from the perspective of the steward:

1. Server brings tray full of soiled silverware, chinaware and glassware to the stewarding area.

2. Server sorts the silverware into the pre soak containers.

3. Server puts glasses in the glass rack.

4. Server puts plates on the stewarding table.

5. Steward scrapes the food off the plate with the spatula into the wet garbage bin.

6. Steward stacks the plate on the rack and proceeds to scraping food of other plates.

7. Steward pre rinses the plate rack when it is full and passes it into the machine.

8. Steward proceeds to place fresh rack in the rinse area.

*************

BAR SETUP AND BREAK DOWN

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Opening

1. Unlock the cupboard, wine cellars and refrigerators.

2. Switch on the lights and check all electrical equipment.

3. Containers containing sugar syrups and limejuice should be absolutely clean both from outside and inside.

4. Make sure that there is enough quantity of limejuice and sugar syrup.

5. Make sure that limejuice is fresh and squeezed everyday.

6. Make sure there should be enough lime slices and wedges.

7. Make sure the glasses are absolutely clean and odor free.8. Make sure the proper par stock is maintained at all given times.

9. The F&B controller checks the inventory as per the consumption of the previous day.

10. Check the quantity of swizzle sticks, cocktail sword and straws.

Requisitions

1. Beverage requisition is made after checking the inventory.

2. Requisition for the perishable items like lemon, celery and Pineapple is made and countersigned by the Chef.

3. The bar man picks up the hard and soft drinks store from the wine stores as per the requisition and scheduled.

4. The perishable items are brought from the cold store.

5. Bar general store comprising of swizzle sticks, paper napkins etc. are picked up from the main stores.

Closing

1. After the last guest leaves, the bar consumption report is taken from the micros.

2. Daily upkeep of bar register is must.

3. The issues of the day are entered in the inventory register.

4. The interdepartmental transfers are made and entered in the inventory register.

5. Spoilage or breakages if any are entered in a spoilage book and are signed by the manager and recorded in the

inventory book

6. Afterwards the total consumption is entered in the inventory sheet.

7. The actual stock is then counter checked with the inventory.

8. Stacking of beer, mineral water, and soft drinks should be done before locking the fridges.

9. The bottles are kept back inside the cupboards and locked.

10. The bar workstation is then cleaned and the equipments are kept in the cupboard.

11. The decanters with the syrups and lemon juice are cleaned and kept in the refrigerator

12. Lock cupboard, wine cellars and refrigerators, keys are sealed in an envelope and then deposited at the Time office

DRY DAY PROCEDURE

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The government of Delhi prohibits the sale of alcohol on the following days of the year:

1. 26th January (Republic Day)

2. 15th August (Independence Day)

3. 02nd October (Mahatma Gandhis birthday)

4. Elections (The polling days and the vote counting days)

The following procedure is to be followed on these days:

1. Timings From midnight to midnight (L-5, L-20).

2. Exception Room service, alcoholic drinks are served all

365 days, 24 hours (L-3)

The Excise department can also declare dry days, by issuing a notification due to various reasons like elections etc. Th

notification defines the type of licenses to which it applies.

*************

GARBAGE REMOVAL

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Garbage from San Gimignano is removed by the stewarding department twice a day and whenever required or

requested by the outlet manager.

The kitchen stewards will replace the garbage bin with a clean and fresh liner.

The garbage bin will be covered after the bin is cleaned and washed.

*************

SIDE STATION SETUP

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The side station provides all necessary equipment required for the smooth operation in a particular section of the

restaurant. Therefore their placement in the restaurant plays an important role, if the location of the side station is not

user friendly it can lead to wastage of the manpower and time.

Stacking the Side Station: Refer to the picture below and follow this set standard for stacking. Starting from left to

right: Top to bottom.

Standard Side Station Top

1 Water Jugs 2 Salvers

Service Pepper mill

Grated Parmesan

K.O.T. slot

Cutlery

1 Wine chiller-Lion Logo

Standard Cutlery Drawers

Dinner Forks

Dinner Knife

Dinner Spoon left drawer

Dessert Spoon Folded Napkin

Soup Spoon

Steak Knife

Fish Fork & Knife right drawer

Extra Dinner Knife

Standard Cupboard Setup

Left Cupboard Right Cupboard

B&B Plates Ashtrays

Water Goblet Crumbing Set

Servers Cloth Toothpick Holder

Olive Oil Container

Cruet Set

*************

STATION ALLOCATION

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Station 1: Catering Executive

Station 2: Catering Assistant

Entrance: 1 Catering Assistant

Food Pickup and Bar: 1 Catering Assistant

The manager would divide the area of supervision, depending on the staff strength.

*************

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CLEANING SCHEDULES AND RESPONSIBILITIES

Item Type Of Cleaning Responsibility Frequency

Main Door Cleaning & polishing Housekeeping Daily

Glass windows Cleaning Housekeeping Daily

Ceiling Dusting Housekeeping Monthly

A/c Grills Dusting Housekeeping Twice a week

Floor Sweeping

Mopping

Housekeeping Twice a Day or as

and when required

Chairs and sofa Dusting Housekeeping Daily

Chairs and sofa Spotting Housekeeping Daily

Chairs and sofa Shampooing Housekeeping As and when

required

Walls Dusting Housekeeping Weekly

Lighting fixtures Dusting Housekeeping Weekly and

whenever required

Music Console Dusting Service Staff Daily

Table tops Wiping Service staff After every seating

Micros Terminal Dusting Service staff Daily

Clean menu Wiping Service staff Daily

Glass Racks Dusting Service staff Weekly

Bar equipment Washing and wiping Service Staff After every use

Cupboards Cleaning Service staff Weekly

Wine Cellar Cleaning Service staff Weekly

Exhaust Duct Cleaning Stewarding Twice a day

Pantry equipment Cleaning Stewarding As per Schedule

Fumigation Pest control Housekeeping As per Schedule

Side Station Cleaning Service Staff Weekly

Back area counter Polishing Stewarding Weekly

*************

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PREVENTIVE MAINTENANCE PROGRAM

S.NO.TASK

SCHEDULE

ENGINEERING

1. Thorough checking of electric gadget Every Sunday

2. Servicing of refrigerators Last Friday of the month

3. Cleaning of A.C. Ducts Last Friday of the month

4. Cleaning & Servicing of C.D. Player Last Sunday of the month

HOUSEKEEPING

5. Cleaning of gazebo canap Every Sunday

6. Floor Polishing As per H.K. schedule

7. Thorough cleaning of water fountain Every day

8. Thorough checking of tables & chairs shoes Every Tuesday

9. Thorough cleaning of wall between cellar Every Sunday

10.

KITCHEN STEWARDING

11. Vimming of Tea or Coffee pots and cups Every Monday

12. EPNS Polishing Everyday

13. Show plate buffing Second and fourth Wednesday

14. Cutlery Buffing Second and fourth Thursday

15. Thorough cleaning of refrigerator Every Thursday

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*************

LOG BOOK PROCEDURES

All the outlets have their own Log Book.

This Log Book is an overnight communication tool from the previous day/evening events to the Senior Management

Team.

Procedure

A Log Book is assigned to each outlet manager. It will have a different page for each day of the year.

The Manager must fill in daily, the highlights of the days activities.

It will include sections like:

1. Revenues of the day in comparison with the budget

2. Covers and average checks of the different meal periods

3. Guest comments and problems/complaints with guest

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4. Special sales activities and results

5. -Bottle sales

6. -Comments on Housekeeping and POMEC problems

The Log Book will be submitted to Room Service after closing of the last meal period of the day. Room Service will

deposit the Log Book at the F&B Office by 8 a.m. the following morning.

The F&B Office will review the Log Book the following morning, take action on comments, sign and return it to the

outlet.

*************

GUEST HISTORY

The following information about our guests will be maintained in the restaurants:

1. Guests hobbies and interests must be shared by all team members, thus creating a database that can lead to a

certain topic of conversation, should the guest visit any outlet at any given meal period.

2. Guest preferences such as, seating areas, smoking or non-smoking areas, allergies or other food and beverage

related preferences will be communicated to all, as well as updated in the CARDEX in all outlets.

3. The F & B office will maintain a database with all regular guests addresses and contact numbers.

4. All guest complaints must be brought to the notice of the F & B office immediately or latest, by the end of the

particular meal period.

5. The complaints must be entered in the Log Book and also be referred to as Guest History.

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*************

DUTY ROSTER AND PROCEDURES

In order to ensure the smooth operation of outlet, the manager is responsible for scheduling employees on a weekly

basis. This schedule has to be prepared one week before implementation to ensure employees have time to make their

plans

While making the schedule a manager should take the following things into account

1. Forecast for the outlet

2. Hotel occupancy

3. Employees on vacation

4. Employee requests

5. Reservations in hand

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6. Special occasions and functions

7. Government holidays

8. Diversity holidays

It is recommended that each outlet have its own request book for the staff where they can write in their schedule

requests for the upcoming weeks.

All schedules have to be given to the EAM FOOD AND BEVERAGE for final approval before being posted

*************

DEPARTMENT BRIEFINGS AND MEETINGS

Meeting When Time For Whom

Pre-service briefing - touch on

daily issues, check on staff

grooming, product knowledge,

reservations

Daily Before openingAll Staff

F&B Briefing - touch on daily

issues, revenues and

communication.

Daily 11.30am Outlet Managers

F&B Meeting problems

encounter, business level,

promotions,

Monthly 3.30pm Manager

Asst. Manager

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secondary duties follow-up

Training Class emphasize

standards, teach new skillsWeekly 3.30pm Selected staff

Team communication - between

kitchen and service staff problem,

business levels, food presentation,

upcoming promotions.

Last

week of

the

month

3.30pm

Outlet Manager

Outlet Chef

Director F&B

Asst F&B

Outlet staff

*************

MANAGERS CHECKLIST

HOUSEKEEPING Pre Lunch Pre DinnerPotted plants fresh and in place

Sufficient linen for operation

Floor is clean

TABLE-TOP

Tabletops polished

Settings as specified.

OPERATING EQUIPMENT

Stocked to par

Store requisitions are picked up

HOSTESS STAND

Menus are cleanBirthday candles are available

Pen and writing pad available

AIR-CONDITIONING

Correct temperature

Sufficient airflow.

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Any dripping from air-cons.

BAR AREA

Sufficient stock of glassware.

Garnishes sufficient and fresh.

Sufficient stock of all beverages

STAFF ADMINISTRATION

Check occupancy rate.

Check for any functions in-house.STAFF APPEARANCE

Proper uniform and nametag.

Staff well groomed.

SIDE STATION

Clean and tidy.

All mis-en-place in order.

UTILITIES

All lights working and at correct level

All switches and appliances working.

WALLS/CEILING Pre Lunch Pre Dinner

Wall clean and free from spots

Is the ceiling clean

GENERAL

Cruet sets filled and clean

All requisitions picked up

Check the chairs for crumbs.

Back areas are clean at all times.

Ensure that all the napkins are folded.

CLOSING CHECKLIST

All tables are relayed

All checks are settled

Spoilage and breakage report is made

Soiled linen is tied

Linen hamper is clean

Side stations are stacked

All menus are clean

Hostess desk is clean and locked

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All sale money is put in the envelope

Sale print out is taken out

Bar area is clean and locked

Bar requisition is made

Telephone calls are forwarded

A.C and lights are switched off

Restaurant is locked

Reservation to the communicationcenter

Restaurant keys are deposited in the

security

*************

OPERATING EQUIPMENT INVENTORIES

To keep control and record of the operating equipment issued to the F&B outlets, the stewarding department conducts

the following inventories.

1. Monthly Inventory

2. Quarterly Inventory

3. Year Ending Inventory

This is besides the above-mentioned inventories by the respective outlets conduct internal inventories on daily o

weekly basis.

Inventory Movement Procedure

1. Monthly Inventory

Kitchen Stewarding conducts the inventory of operating equipment on the last day of every month. The Kitche

Stewarding Manager sends a circular to all the Restaurant Managers of the Dir. F&B outlets and the F&B Manage

This note has the following information:

- Date and time schedule of inventory for each outlet.

- The type of equipment to be inventoried.

- The name of the supervisor to conduct the inventory for each outlet.

- It is also advised to arrange the equipment in one place to enable quick and through inventory.

The cutlery is required to be arranged in sets of ten each.

The inventory sheet is required to be signed by the concerned Restaurant Manager, the supervisor and the StewardinManager.

A consolidated report of all operating equipment with the variance is sent to the Dir. F&B.

2. Quarterly Inventory

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Same procedure as the monthly inventory, with the difference that an account auditor is also assigned for each outlet t

carry out the inventory. The report of the quarterly inventory is sent to the Financial Controller also.

3. Year Ending Inventory

Same procedure as the monthly inventory, with the difference that an external auditor from Ray and Ray is also presen

to monitor the inventory.

]

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