Spo of front office and food and beverage service staff rules on sies ta hotel service

JOB TASK: HANDING GUEST ENQUIRES

JOB POSITION: FRONT OFFICE/ F & B SERVICE STAFFPolicy:

PROCEDURES

01. Inquiries in Person.

(A) When guest asks for information.- Smile and offer to help with eagerness and sincerity.

(B) Know your product.- Anticipate all the questions might ask about the Hotel, its services and facilities. Must ensure that all staff are trained to answer all questions possible, not only confined to their department but also about areas outside their department and outside the Hotel which might be of interest to our guests.

(C) If you don’t know the answer.- Find somebody who does. Never say “ I don’t know” and leave it at that. Find out the information yourself or direct the guest to a person who can help. Before directing the guest to the concern person who can help, explain the situation and the need of the guest, so that the guest will not have to repeat and explain for the second time, to the 2nd man.

(D) Follow up with the guest to make sure, his/ her inquires and needs have been answered.

02. On the Telephone:

(A) Answer the telephone according to prescribe standard.

(B) Must Keep pen and paper beside the telephone, to take down the caller’s name. Get the last name as soon as possible, so the guest may be addressed by his/her last during course of conversation.

(C) Record the important details brought up by the guest.

(D) Repeat the important points to reconfirm understanding.

(E) If you do not understand, politely ask the guest to repeat’ “ pardon me, Mr. Khan, can you repeat that for me, please?”

All Guest queries must be satisfied before the guest leaves the Hotel or by the end of the conversation, if done through telephone.

Who are our guests?

1. Guests seek our services.

2. Guests buy our food, rent rooms and provide the money for our family.

3. Guests do us a favour by coming to us; they are the persons for our being in business.

4. Guests are the purpose of our work, not the interruption in it.

5. Guests are human beings with feelings; they get hurt and embarrassed if we do not treat them well.

6. Guests are always right, not people to argue with.

7. Guests are kings and in command and treated with respect.

8. Guests are willing to pay for services they receive, can not be fooled more than once.

9. Guests are our supporters if we satisfy them.

10. Guests are the most important people who ever enter our hotel.

STANDARD OPERATING PROCEDURES

Job TaskHandling Guest Question

Job Position: All Front line staff

Policy

All guests’ queries are answered professionally and accurately at all times.

The phrase “I don’t know” is not used by any guest contact staff.

Procedures1. Approach the table of the guest.2. Give the answer to the guest’s question.3. Make sure that answer is right and update.4. If the question concerns special food items, tell the guest policy “Please excuse me, I

will find right answer from Chef”. And then quickly find out the answer.5. If that question is concerned wait for another department, get help or phone immediately

to that department.6. Do not let the guest wait for a long time with the answer, and the guest should not be

passed around to different section.7. Refer guest only to person or section who could help him or her. If you are not sure,

refer to immediate Manager/ Admin. Manager.8. Every time guest has a question, give attention and actively take action until the guest is

satisfied with the answer.

Amir Sadat

Notice of Resignation

Request for resignation must be submitted at least 30 days in advance, and during Probation 14 days in advance.

Name : _____________________________________________________________________________

Title : ______________________________ Department: ____________________________________

I do hereby give a notice of my resignation from Hotel SiesTa, Which will be effective on:

Joining Date: ___________________________ Last Day Work on _______________________________

Reason (S) for Resignation:

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________.

I will handover to the personnel department all Hotel / Restaurant belongings that are still in my possession on my last working day at the end of working hours, otherwise my final salary will be withheld or deducted.

Signed By : ___________________________ Date: _____________________ (Employee Signature)

Acknowledge By : ___________________________ Date: _____________________ (Head of the Department)

Noted By : ___________________________ Date: _____________________ (Admin. Manager)

Approved By : ___________________________ Date: _____________________ (Managing Director)

HUMAN RESOURCES AND ADMIN DEPARTMENTWARNING NOTICE

Date:

To. Mr./ Mrs./ Ms. _________________________________________ Employees No. _________________

Title ___________________________________________________Dept. __________________________

You have been reprimanded on the violation of Hotel’s Rules & Regulations as stated in the “Internal Personnel Policy”.

Date / Time of Occurrence: ________________________________________________________________

Details

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Yours last warning was given on ____________________________________________________________

Subject: ____________________________________ Action: ____________________________________

Disciplinary Action Taken

Verbal Warning Writing Warning Suspension Effective Date: ___________________________ Termination

_______________ _______________Head Department Admin. Manager

I acknowledge and accept this warning notice.

Employee’s Signature____________________

INTERVIEW FORM

Name: _________________ Position Applied for: _________________ Date of Interview: ______________

First Interview: __________________________ Second Interview: ________________________________

CRITERIA POINT 0 1 2 31. APPEARANCE SLOPPY GOOD VERY GOOD EXCELLENT

2. LANGUAGE SKILLS

POOR; CANDIDATE EXPRESSES HIM / HERSELF WITH

SATISFACTORY CANDIDATE CAN EXPRESS HIMSELF, BUT NOT FLUENT.

GOOD SPEAKER, ALTHOUGH MISTAKES ARE MADE YOU CAN HAVE

SPEAKES FLUENT ENGLISH

DIFFICULTY CONVERSATION.3. INTERPERSONAL SKILLS

SHY, INHABITED GOOD, READY TO COOPERATE

EASY, SPONTANEOUS EYE CONTACT. SELF ASSURED AND CORDIAL

LOTS OF PERSONALITY.GOOD COMMUNICATIONS VERY COOPERATIVE.

4. MOTIVATION WANTS TO STAY, MOTIVATED BY MONEY

WANTS TO STAY AND IMPROVE IN THE JOB FIELD

WANTS TO EXPAND KNOWLEDGE

WANTS TO EXPAND KNOWLEDGE AND RECEIVE TRAINING.

5. ATTITUDE TO WORK 6. TECHNICAL KNOWLEDGE

INSUFFICIENT FOR THE JOB HELD

AVERAGE SOME GAPS

HAS THE NECESSARY KNOWLEDGE

THOROUGH KNOWLEDGE OF PRINCIPALS, TECHNIQUES AND METHODS

7. PROFESSIONAL EXPERIENCE

6 MONTHS 6 MONTHS – 2 YEARS

2-5 YEARS 5 YEARS

8. DOES THE CANDIDATE HAVE COMPUTER SKILLS

NONE HAD SOME LESSONS

HAD SERIES OF COMPUTER LESSONS

IS CAPABLE OF WORKING WITH EXCEL AND WINDOWS.

TECHNICAL ASSEMENT Out of what tasks does the current job position exist (please write down in details):_________________________________________________________________________________________________________________________________________________________________________________________________________________________.

What job title is applicable to these tasks:

______________________________________________________________________________________

Please indicate if you feel this person hold one of the following:

SUPERVISORY POSITION MANAGEMENT POSITION

OVERALL IMPRESSION

A B C D

EXCELLENT VERY GOOD GOOD UNSATISFACTORY

Above Standard Up to Date Not Qualified

TO: HRD DEPARTMENT:

COMMENTS: PROPOSED FOR HIRING AS ______________________________________________

STARTING DATE ______________________________________________

STARTING SALARY ______________________________________________

NAME OF INTERVIEWER: _______________________________________________________________

POSITION:

_____________________________ NOTED BY: ADMIN MANAGER

______________________________ APPROVAL: MANAGING DIRECTOR

__________SIGNATURE

Interview Result :

Position Applied For :

Department : Date:

Sl# Name of Candidates AppearanceGrooming(10)

Positive Attitude (10)

Initiative Enthusiasm(10)

Job Knowledge ability to learn (10) Language Skill (10) Total Remarks /

Ranks Order01020304050607080910

Steps in Handling TelephoneCourtesy and Etiquette

TO BE MEMORIZED

1. Identify your Location / Department:- Restaurant / Room Service / SKYPOOL Restaurant

2. Greet the caller politely:- Good Morning- Good Afternoon- Good Evening

3. Identify Yourself .............. ( Give your name) ...............- “Shamim, Speaking”

4. Offer your Assistance .............. (May I Help You?)

5. Always try to call guest by name .............. If possible Otherwise: Sir, Madam

6. As soon as the caller end his/ her Conversation, for courtesy say “ Thank you very much for calling – “ Room Service / Restaurant (to be memorized)

Prepared by: AMIR SADAT


Job TaskHandling Guest complaints

Job Position: All Front line ManagersPolicy

Standard complains are utilized as positive feedback by ensuring that all complaining guest’s are turned into royal patrons. All guest complaints are answered immediately.

ProceduresComplaints are expressions of dissatisfaction. It means that what the guest expected is different from what was received or experienced. Preventing situations which lead to guest complaints should be at the top of every Manager’s priority list. Attention to the basics is often overlooked. The best way for a manager to keep complaints to a minimum, is to be in his/her area of responsibility during the service hours. If there are any signs of dissatisfaction observed; the Manager must be able to act before the dissatisfaction turns into a complaint.

Step in handling guest complaints

Stop and address the Complains – stop what you are doing and give your full attention to the complaints.

Listen to the complaints without interrupting – let the guest speak; do not interrupt. Save your question until the person gets through. Clarify the problem – ask questions to determine the root of the problem. Apologies – apologies to the guest, without having to admit liability. Empathize with the guest – let the guest feel that you are on his side.

Generate solutions – a) offer alternativesb) Remember that to be effective, the solution must satisfy the guest.

c) Never make a promise you can not keep.

Act immediately – (Refer to some one who can)a) Implement the solution immediately.b) Refer problems which are beyond your control to higher authorityc) Thank the guest for his / her understanding / patience.

Follow up – Follow up is still another way of letting the guest know that you really care about him / her.


Job TaskPerforming Sequence of Service

Job Position: F & B Captain / Supervisor Policy

Supervisor / Captain perform the sequence of service from the moment our guest enters to the outlet until the guest leaves the outlet.

Procedures

1. Greet the guest and assign the table.2. Lead the guest to the table, ask they would like A la carte or Buffet.3. Seat and pull the chair for the guest.4. Unfold the napkin and set on top of the bread plate.5. Present the menu.6. Inform them about the buffet (breakfast and lunch/ dinner).7. Take the order.8. Check guest satisfaction.9. Present the guest check.

10. Thank the guest and invite the guest back to our Restaurant.

AMIR SADAT


Job TaskHandling Guest Complaints

Job Position: Captain / Supervisor / Front office Executive Policy

All guest Complains with regards to the product or service is answered professionally and action taken, before the guest leaves the outlet. All complaining guests is turned into a loyal guest.

Standard:

1. Approach the guest at the table.

2. Look at the guest in the eye and introduce yourself.

3. Offer assistance to the guest.

4. Listen to the guest without interruption.

5. Repeat the situation explained by the guest, to ensure you understand the problem.

6. Apologize and empathize with the guest.

7. Thank the guest for brining the concern to your attention.

8. Offer two alternative solutions to the problems.

9. Take immediate action.

10. Give feedback to the guest for the result of action taken.

11. If problem cannot be resolved at your level, immediately inform the Outlet. Manager to

resolve.

12. Take action and brief staff to ensure a similar incident does not happen again.


JOB TASK: STAFF APPEARANCE

Job Position: All front line Employees.

Policy Statement:

Procedures:

1. Uniforms must be clean, pressed and wrinkle free.

2. Uniforms must Project professional image of the Hotel.

3. Shirt Collar and sleeves must be buttoned at all times.

4. Employees must be in full uniform from the time they start their shift until they finished their shift.

5. Uniforms must be fitted.

6. Uniforms have to be in good repair and condition (i.e. Sewn hems, no missing Buttons).

7. Name Badge will have to be clearly visible.

8. Uniforms must be changed immediately if food or drinks has been spilt on it.

9. Hair and jewelry standard must be in place.

10. Shoes must meet OH & HS standards, and be highly polished.

FOOD & BEVERAGE OPERATIONAL MANUAL

BASIC RULES OF SERVICE

All F&B Employees are to follow the following basic rules of service in their day to day responsibilities:

Guests are always to be greeted by Sr. Supervisor/ Supervisor/ Captain or Hostess. Guests are brought to the table by the one who greeted.

Each guest conduct associate will wear the proper uniform and Name Badge as outlined by the Hotel Standards and grooming attire.

Guests are to be seated only on a clean, fully set up table. Chairs must be pulled for guest when seating, Ladies first. When guest are seated menu must be given and specialties must be explained. Beverage order should be taken. Always stand straight when taking guest order. Always serve ladies first. Always serve guest from the right when pre-plated; In case of silver service serve from the left. Before each new course is being served be sure all soiled dishes have been removed. When serving a main course, meat/ fish/poultry are served facing closest to the guest. Always change ashtrays on a regular basis. Always handle silver flatware by the handle. Always handle glass-ware by the stem or base. Always carry silver, china, linen and glass-ware on a clean tray when approaching guest tables. Never walk back to the service area empty handed, take along dirty dishes. Always take care that the table is crumbed down after the main course. Dishes should not be stacked to high on the tray. When guest proceed to the buffet right after table allocation, place the napkin on the side plate. Always open a beverage bottle in front the guest. Leave bottle on coaster or in ice bucket after opening. Always display the label and repeat the name of the wine while presenting it to the guest. Tray with dirty dishes should immediately be removed from the public area to the service area. B & B plates are to be removed from the table along with the main course plates before the dessert is offered. Also have cruets removed from the table at the same time. Dessert must be offered automatically. All plates have to be removed at the same time while clearing the table; except the time, when the guests are having buffet.

BREAKFAST SERVICE

BREAKFAST AT THE RESTAURANTBASIC OF GOOD SERVICE

1. All guests are to be greeted at the door by the Captain/ Supervisor/ Manager.2. Guests are to be seated only at clean fully set up tables by person who greeted the guests at the door.3. Always verify that the guest is behind you as you escort the guest to the table. Do not walk too quickly

or too slowly.4. Chairs are to be pulled out for the guest by the person seating the guests (ladies first). Staffs in the

surrounding have to help with the chairs.5. Service staff approaching the table always greets the guests as he/she approaches the table.

6. Breakfast buffet should be verbally indicated by the person who seated the guests. Breakfast menu should be handed over to the guest. These will be a-la-carte Choice only.

7. Service staff should always stand straight and to the left of the guest (if possible) when taking the order. Correct posture and order pad in the hand. Never place the captain’s order on the table while taking the order.

8. When taking the group order, priority goes to the guests or the first female to the immediate right of the host.

9. Service staff should write the order in such a way that he can serve the orders without taking the guests what their order was. A standardized system should be used in the restaurant, so that any person can pickup the orders and serve it to the correct guest.

10. Abbreviation should be used whenever on food or beverage order.11. Whenever taking an order, repeat the order in front of the guest for confirmation.12. Captain’s order will be in triplicate (carbonized). One copy is for the cashier, one for the kitchen and the

last one for the waiter.13. Coffee/ Tea are offered as soon as the guests are seated. If the restaurant is busy a person should be

assign to handle only the coffee/ tea service.14. Ladies and elderly person are always being served first. If there is a host, start with the guest of honour

being the first guest that is directly at the right hand side. Proceed service counter clockwise.15. Coffee/ Tea should be refilled throughout breakfast. 16. Rising guest should be helped with the chair.17. Departing guest should be bid good bye and thanked for their visit and to be wished a pleasant day by

any attendance.

LUNCH & DINNER SERVICE:01. Guest arrives at the entrance.(a) Supervisor or Captain greets the guests “Good Morning/ Afternoon/ Evening Sir or Madam (with a

welcome smile in a friendly manner). Welcome to “SiesTa SEGNEGE Restaurant”.(b) Enquire for the guest number of persons in the party.(c) Enquire from the guest whether reservations have been made or not.(d) If reservations have been made, ask the guest name used for the reservation and accompany the guest

to the table accordingly.(e) If no reservation has been made, the hostess should know the occupancy of the restaurant before

welcoming the guest directly. Ask the guest if he/she is happy with the appointed table. If the guest does not like the table, always try to offer an alternative table. Stay, flexible.

(f) Tables have to be clean and properly been set up accordingly; table top specifications before the guest is seated.

(g) If Waiter is in the station he/she should assist in seating the guests by pulling the chairs.(h) Hostess returns to entrance immediately?

02. Presenting Menu.(a) Supervisor/ Captain present the menu as soon as guests are seated.(b) Drinks are to be offer to the guest before taking the food order unless the guests order their drinks and

food at the same time. (c) Waiter/ Waitress should stand in upright correct posture (ball pen and captains order in hand).(d) Server should always stand straight and to the left of the guest (if possible); when taking the correct

posture and order pad in hand.

(e) Use spelling approach e.g. “May I suggest a refreshing drink or SiesTa punch” for you.(f) Repeat the drink order once the order has been placed.(g) Drinks orders must be served as soon as possible (Not more than 5 minutes after the order has been

taken). (h) All drinks are served from the guest’s right with the waiter’s right hand. Ladies are always being served

first.(i) When taking a group order, priority goes to the guest or the first female to the immediate right of the

host.

03. Taking food order. (a) When taking an order, priority should be given to the lady first then to the gentleman. (b) Using up selling approach e.g. “May I recommend the chef’s Daily Special? what about sweet & sour

prawns” etc. Always try to address the guest by his last name, if otherwise Sir/Madam should be used.(c) Special promotions are to be offered with appropriate explanation.(d) Service staff should write the order in such a way that he can serve the orders without asking the guests

what was their order. A standardized system should be used in the restaurant; so any person can pick up the order and serve it to the correct guest.

(e) Abbreviation should be used whenever on food or beverage order. (f) After taking the whole order, repeat the total order in front of the guest for confirmation. (g) Captain order will be (carbonized). Immediately send the captain order to the kitchen for preparation.

One copy has go to the cashier and the last one has to be kept for reference.

04. Running Food Order.

If A-La- Carte has been ordered:

Cutlery is to be changed in accordance to order menu specifications.

The Waiter will follow up the captain’s order course by course. Because both kitchen and service staff are aware of the information from the captain order is up to the waiter to inform the kitchen when to pass the next course.

Appetizers will be followed by soup, then main course and dessert.

C Serving Appetizers & Soup:

(a) Before serving always check that the food garnishes and presentation meet specification. (b) Serve entrees always from the right side of the guest; Ladies first.(c) Meat/Poultry/Fish should be served facing the guest closest.(d) Ensure that the ashtray is always clean.(e) If guests finish their drinks, suggest another round of drinks.(f) Before clearing the table, first determine if a guest has finished his appetizer by looking to see if

the fork and knife are placed parallel to each other on the plate or simply by asking politely if the guest has finished.

C Serving Main Service:

(a) Before serving be sure that the table has been completely cleared from former courses.(b) Before serving always check that the food garnish and presentation meet specifications.

(c) If guests finish their drinks, suggest another round of drinks.(d) Before clearing the table, first determine if a guest has finished his main course by looking to

see if the fork and knife are placed parallel to each other on the plate of simply by asking politely if the guest has finished.

(e) Clearance should be done from the right side.(f) After clearing the main course, cruets should also be removed from the table.

C Serving Desserts:

(a) Recommend guests to take dessert and do up selling approach, e.g. “May I suggest an apple pie, Pudding, Firni, Faluda etc”.

(b) Promotional items have to be offered correctly with appropriate explanation.(c) Repeat the order to the guest for confirmation.(d) Serve dessert from trolley or by using captain order to kitchen.(e) Before serving dessert, make sure that the appropriate cutlery has been set up.(f) Serve guest from the right hand side, always Ladies first.(g) Clearance of dessert should be done from the right side.

C Using Buffet for Lunch & Dinner

(a) The guest will help himself or herself during the whole meal.(b) Service staffs have to pay attention for clearance of soiled plates.(c) Ensure that the ashtray is always cleaned.(d) If guests finish their drinks, suggest another round of drinks. (e) Pour cold water in water glasses if the guests finished their glasses. (f) “Crumbing” down the table before the guest will start with dessert.

C Serving Coffee/Tea

(a) Suggest Coffee/Tea to guest by using up sell approach.(b) Place Coffee cup facing close to the guest. Ear facing to the right and spoon top pointing right.(c) Fresh Cream/Milk to be offered to the guest and sugar in different varieties (sweet & low, clear

crystal & brown sugar).

05. Presenting of the bill.

(a) Bill is to be presented upon the guest request.(b) All items have to be placed on the totaling the final balance.(c) Ensure item & pricing is correct when collecting the bill from the cashier.(d) Present bill in folder with pen.(e) Waiter returns to the table and stand straight to the right of the guest (host)(f) Waiters must place the folder next to the right hand of the host/guest.(g) Waiter waits for the guest to examine, the bill and should be able to answer any question raised by

the guest.(h) Waiter will have to ask guest who amongst the guests would like to settle the bill.(i) Always say “thank you very much” to the guest when collecting back the bill.

C Whys of setting the bill:(If the guest decides to pay by cash)

(a) Waiter verifies discreetly the cash rendered by the guest.(b) Waiter takes check and cash to the cashier.(c) Cashier machine posts the amount paid on the check.(d) Cashier returns any change (due to the guest) with the check stamped ‘paid’ to the waiter.(e) Waiter will verify the change returned by the cashier.(f) Waiter returns change and check to the guest.

C If the guest decides to pay by credit card.

(a) Waiter requests the guest to sign the check and obtains the credit card.(b) Waiter takes credit card and signed check to the cashier.(c) Cashier checks the credit card for expiration date.(d) Cashier matches credit against respective credit card cancellation list.(e) Convinced the credit card is valid, cashier then imprints the credit card on the respective voucher

and the guest check.(f) Cashier list the amount on guest check on the credit card voucher, not filling in the total so the guest

will have the chance to add tips and to total the bill on the credit card voucher. (g) Cashier returns guests checks, credit card and voucher to the waiter.(h) Waiter presents check, credit card and voucher to the guest with the request for guest’s signature

on the credit card voucher.(i) Waiter directly checks the guest signature against the signature on the back of the credit card.(j) Waiter returns credit card to the guest.(k) Waiter gives the guest copy of the signed credit card voucher to the guest. Waiter takes the

remaining credit card voucher and guest check to the cashier.

C If the guest decides to charge to pre-arranged city ledger.

(a) Waiter requests the guest for name and outside billing address.(b) Waiter verifies with the Management that pre arranged billing instruction has been set and

approved.(c) Waiter then politely requests the guests to write the room number and name in the space provided

on the check. (d) Waiter requests the guest to sign the check on the line provided.(e) Waiter verifies the cheque of its illegibility and returns the cheque to the cashier.

06. If the guest decides to charge to the guest rooms:

(a) Waiter obtains verification of guest’s name and room number by requesting the guest for his key and checks it against the house list with the software system.

(b) Waiter then politely requests the guest to write the room number and name in the space provided on the check.

(c) Waiter requests the guest to sign the check on the line provided.(d) Waiter verifies the check of its illegibility and returns the check to the cashier.

07. Bidding farewell to the guest at the entrance:

(a) When the guest would like to leave, the waiter should help with the chairs. Hostess/ Supervisor should bid farewell to the guest again upon their departure and always says: “thank you very much and hope tot see you again, Sir/ Madam”. If possible use the name of the guest if it is known. The waiter can know as the guest signed his/ her bill to room account or paid with the credit card which is mentioning the name.

08. After departure quests:

(a) Tables are to be re-set and chairs are to be cleaned or crumbs immediately after guests have departed, according to table top specifications.

STANDARD OPERATING PROCEDURES: F&B

JOB TASK: SERVING BOTTLED WATER

Job Performer: All Service Personnel

Policy Statement:

A Chilled Bottle Water is opened and poured for the guest by the Table.

Procedures:

1. Position yourself of the right side of the guest.2. Set a water goblet on the table.3. Open the bottle of water well chilled.4. Pour into the water goblet until ¾ full.5. Do not put Ice unless specified by the guest.6. Set the bottle of water on the middle of the table.7. Re-fill water continuously.8. Offer another bottle of water when the glass is 1/3 full.

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JOB TASK: PRESENTING THE MENU

Job Performer: Waiter captain Waiter/ Supervisor

Policy Statement:

Clean and presentable Ala Carte menu and drink list are presented to guests as soonas they are seated by the Hostess / Captain Waiter.

Procedures:

1. Position yourself on the right side of the guest, Ladies first, then gentleman and host last.2. Present the menu open for the guest.3. Present the Ala carte menu with the drink list on top.4. For lunch also present Ala Carte but suggest the Buffet first before presenting menu.5. Present Ala Carte; only after guest has been presented the set menu suggestion for Dinner.

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JOB TASK: PRESENTING THE MENU

Job Performer: Supervisor/ Hostess/ Captain Waiter / Waiter

Policy Statement:

Clean and presentable Ala Carte menu and drink list are presented to guests as soon asthey are seated by the Hostess/ Captain Waiter.

Procedures:

1. Position yourself on the right side of the guest, Ladies first, then gentleman and host last.2. Present the menu open for the guest.3. Present the Ala carte menu with the drink list on top.4. For lunch also present Ala Carte but suggest the Buffet first before presenting menu.5. Present Ala Carte; only after guest has been presented the set menu suggestion for Dinner.

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STANDARD OPERATION PROCEDURES: F&B

JOB TASK: LINEN EXCHANGE PROCEDURES.

Job Performer: All F & B Service Staff.

Policy Statement

Each F & B outlet’s Linen will be changed twice a day:Count dirty linen carefully as it is charged on the basis of one clean for one dirty item.A supervisor will be in charge on a roaster basis after each outlet linen stock and forits change.

Procedures:

01. The Linen changing duty follows the sequence given below.

- Collect, Classify and count soiled table napkins, tablecloths and dusters daily, in usually in a duplicate linen book.- Bundle into ‘tens’ after being scrutinized.- Take to the linen room where they are checked by the linen room attendant in the waiters’ presence. - The amounts entered into the book being correct, the linen room attendant issue the same number of the clean articles. - Once all linen has been changed the waiters linen book is initialed and top copy retained by the linen room, the duplicate remaining in the book.- Any discrepancy must be recorded so that missing linen can be obtained later.

02. Linen handling

- Handle clean linen carefully for it is easily creased or soiled.- Learn which size cloths belong to which table. - Use napkins only for their correct purpose.- Never refold use napkins and other used linens (slightly soiled napkins may get mixed with clean ones and given to a customer by mistake)- Where a quantity of linen is held of reserve please ensure it is rotated. Place fresh stocks under those already in the cupboard.

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SEQUENCE OF SERVICE

SEQUENCE OF SERVICE TIME FRAME


Page - 1

WEL COME GUEST WITH GREETING IMMEDIATELY

ESCORT GUEST TO THE TABLE IMMEDIATELY

PULL OUT CHAIR, SEAT, PUSH CHAIRBACK

IMMEDIATELY

UNFOLD THE NAPKIN IMMEDIATELY

PRESENT DRINK LIST & SUGGEST BEVERAGE

1 MINUTE

TAKE BEVERAGE ORDER 2 MINUTES

SERVE THE DRINKS 5 MINUTES

PRESENT MENU TO THE GUEST 1 MINUTE

MAKES SUGGESTIONS AS DAILY SPECIALS & CHEFS RECOMMENDATION

IMMEDIATELY

REMOVE EXTRA COVERS & ARRANGE TABLE CENTRE ITEMS

IMMEDIATELY

FINE DINING RESTAURANT


Page - 2

TAKE THE ORDER 5 MINUTES

SERVE BREAD & BUTTER (APPLICABLE ONLY CONTINENTIAL FOOD)

1 MINUTE

PRESENT WINE LIST & MAKE SUGGESTION 2-3 MINUTES

LAY DOWN CORRECT FLAT WARE ACCORDING TO THE ORDER

IMMEDIATELY

PICK UP & SERVE EACH COURSE 15-20 MINUTES GRILED ITEMS – 30 MIN

CHECK GUEST SATISFACTION WHEN FINISHED /IN BETWEEN

REMOVE SOIL DISHES IMMEDIATELY

BRUSH OFF BREAD CRUMBS IMMEDIATELY

OFFER DESSERT & MAKE SUGGESTION ACCORDING TO THE ORDER

2 MINUTES

TAKE THE DESSERT ORDER 3 MINUTES

PICK UP & SERVE DESSERT 5-10 MINUTES

CLEAR THE SOILED DESSERT PLATE WHEN FINISHED

TAKE ORDER FOR COFFEE & TEA IMMEDIATELY

SUGGEST AFTER DINNER DRINKS IMMEDIATELY

SERVE COFFEE & TEA 3-5 MINUTES

SERVE AFTER DINNER DRINKS 3-5 MINUTES

PRESENT BILL UPON REQUEST WHEN FINISHED

PULL CHAIR FOR GUEST WHEN LEAVING IMMEDIATELY

THANK THE GUEST IMMEDIATELY

Internal Memorandum

To : House Keeping Department

From : Managing Director

Ref. : md/om-005/08

Date : 12th February, 2014

Subject : Mini bar Control sheet.

You will find herewith Mini bar Control sheet format; which will assist you to run Mini bar day to day operation smoothly.

Please be guided accordingly.

Best regards,

_____________AMIR SADATManaging Director

C.C. Executive Director Accounts & Admin. Manager F/O and F&B Service

Internal Memorandum

To : Housekeeping Department

From : Managing Director

Ref : md/om-007/08

Date : 12th February, 2014

Subject : “Lost and Found” House policy.

With a view to improve overall guest satisfaction and to run day to day Hotel operation smoothly enclosed please find herewith “Lost & found” house policy.

I would anticipate that you will brief your fellow colleagues and put some extra efforts in this respect.

Thank you all in advance for your cooperation.

Best regards,

_____________Amir SadatManaging Director

C.C. Executive Director Front Office Accounts and Admin Manager F & B Service

Lost & Found Items

Policy

Hotel SiesTa Bogra policy is that any lost & found items must be logged. Once logged, it will be stored for safe keeping within the Housekeeping or Management department on the estimated value of the item. Items will be stored for a period of 3 to 6 months based on its value.

Standard

Any item found on the hotel premises that may be lost from our Guests, staff, Management, visitors, suppliers, contractors etc. needs to be sent straight to Housekeeping to be logged and recorded for collection purposes.

If you find any item that doesn’t belong to the hotel and does not appear is to be rubbish, please take the item immediately to the Housekeeping department.

Inquiries should be handled very carefully.

Wrap the item(s) and write on the lost & found form the Date, Time, the location that you found, the item(s) description, your name, Department and your signature.

Take all the important details from the guest and investigate fully before making any assurance that we have their lost items.

If the guest would like their lost property sent out:Make sure you get the guests full name and address and write all details on the actual lost property docket for our future reference.

The guest or authorized person must sign for all lost property items collected for future reference.

If the items have not been collected for a period of 3 to 6 months or period decided by the management, it will go back to the person who found the item (s).

We do not keep any of the following items in our lost property: Illegal drugs, food items and firearms

You can not remove any lost property from the Hotel without approval from the Management.

Lost Property Log

Date Found: ________________ Log Number: _______________

By Whom: __________________ Location: __________________

Description: ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Stored Safe: __________ Lost Property Room: ___________

Collected by Guest: ________________ Date: _______________

Guest Signature: _______________________________________

GUEST COURTESY & GOLDEN RULES

OUR GUEST

“Our Guest” is the most important person in our business.

“Our Guest” is not depending on us. We are depending on him.

“Our Guest” does us a favor when he calls. We are not doing him a favor by serving him.

“Our Guest” is not an interruption of our work; He is the perpose of it.

“Our Guest” is part of our business-not an outside.

“Our Guest” is not a cold statistic; he is a flesh and human being with feelings and emotions like our own.

“Our Guest” is a person who brings us his wants. It is our job to fill those wants.

“Our Guest” is deserving of the most courteous and attentive treatment we can give him.

“Our Guest” is the fellow that makes it possible to pay your salary.

“Our Guest” is the life – blood of this business.

Courtesy: Amir Sadat

Golden practical rules

To maintain order and safety

If you open it, close it.

If you turn it on, turn it off.

If you unlock it, lock it.

If you use it, take care of it.

If you aren’t authorized to operate it, leave it alone.

If it belongs to some body else and you want to use it, get permission.

If you break it and you are permitted to repair it.

If you shouldn’t mend it, report it the proper person.

If you borrow it, return it.

If you make a mess, clean it up.

If you move it, put it back.

If it doesn’t concern you, don’t interfere with it.


WHAT IS SERVICE AND TIPS

What is Service?

S = Smile for EveryoneE = Excellence in Everything’s we doR = Reaching Out to Every Guest with HospitalityV = Viewing Every Guest as SpecialI = Inviting Guest to Return

C = Communicating guest on regular basisE = Eye Contact that Shows We Care

What is Tips?

T = ToI = InsureP = Prompt S = Service


ATTENTIONRespected guests are requested to keep their valuables & belongings with them carefully.

Management does not take any responsibility if anything is lost while attending the party.

Spo of front office and food and beverage service staff rules on sies ta hotel service

Small Business & Entrepreneurship

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