FOOD & BEVERAGE

Standard Operating Procedure Dept – panorama

Task: Outlet Reference

Location : Near swimming pool with Panoramic View

Area : square feet
Newspaper Stand : Yes
Elevator : Not Required
No. of Covers : 90
No. Sections : 03
Type of Cuisine : Multi Cuisine with Buffet Breakfast, Buffet Lunch & Buffet Dinner with Inter active kitchen
Type of Service : Formal
Opening Hours : 7 am to 22.30 hrs
Dress Code : As per Standard

Buffet Details: -
Buffet Time *Price
Breakfast 07.00 am to 10.30 am Rs. 750.00(EP)
Lunch 01.00 p.m. to 03.00 p.m. Rs. 1000.00
Dinner 7.30 pm to 10.30 pm Rs. 1200.00
Children below 6 to 12 yrs of age 50% of price
(lunch / dinner)
*+ GST: - 18 %

Breakfast Selection: -
A. Fruits & Juices
B. Western Hot Buffet
C. Indian Hot Buffet
D. International Cold Section
E. At Site Preparation
F. Breakfast Bakery
G. Low Calorie (Health Section)

A) Fruits & Juices

2 types of cut fruits
1 type of preserved Juice
Lassi
Butter Milk
B) Western Hot Buffet
Chicken Sausages/ Chicken Salami
Egg Preparation
Potato Preparation
Tomato Preparation
Baked Beans
Mushroom Preparation
C) Indian Hot Buffet
Assorted Parantha
Upma / Poha
Poori – Bhaji / Choole – Bhature
Vada with Sambhar
Aloo Bonda
2 types of Bread Toast
Local Dessert

D) International Cold Section

Assorted cheese platter with its condiments
2 types of Cereals
4 types of roasted Nuts / Dry Fruits
Hot & Cold Milk
E) At Site Preparation
Egg Preparation
Waffle / Pancake
Dosa
Uttapams
F) Breakfast Bakery
Muffins
Croissants
Danish Pastry
Doughnuts
Brioche
G) Low Calorie (Health Section)
2 Types of Sprouted Lentils
Assorted Lettuce with Lemon pepper Dressing
Low Calorie Flakes
Sugar Free Jams & Marmalades
Lite Butter (Low Cal)
Vegetable Crudités with low cal. Yogurt dressing
Porridge
Steam Idli
Whole Wheat Bread
Lunch /Dinner Buffet Selection: -
 Sections: -
Section 1 Section 2 Section-3
No. of covers 44 32 16
No. of tables 11 9 4
Table numbers 1 to 11 12 to 21 22-25
No. of tables for 2 - 3 -
No. tables for four 11 3 4
No. of tables for 3 - 2 -
No. tables for eight - 1 -

Reservations First come first service

Telephone number 00000000000
Alcoholic Beverages Served from 1100 hours to 22.30 hrs, beer served round the clock
Non Smoking Area Yes
Credit Cards Rupay, Master Card, VISA
Discount Cards FHRAI,
Entertainment music
Manpower FBM, AFBM, EXECUTIVES, CAPTAINS, GSA

Shift Timings Morning – 7.00 am to 4.00 pm

Afternoon - 2.00 pm to Closing
Night - 10.30 pm to 7.30 am
General - 9.00 am to 7.30 pm
Cover Charge Not applicable
Group Bookings Taken applicable
Fire Exit Yes
Smoke Detectors No
Sideboards Two
Flooring Granite
Air Condition Duct AC
Notice Board At back area
Cashier By service staff collection of cash later handing over to the general cashier at
the reception counter
Photography Allowed
Records Maintained Buffet Analysis sheet
NC KOT/ BOT control register, LOG Book, Beverage Register (soft & Hard)
Monthly inventory report
Attendance register, booking diary
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Standard for maintaining Professional appearance

STANDARD: All guests see well groomed staff with a very smart appearance, smiling faces and receptive manner at
all times.
PROCEDURE :
CLEANLINESS OF THE BODY
1. Take a bath frequently especially before reporting for duty.
2. Apply deodorant or body talcum.
3. Avoid using too much perfume.
4. Teeth should be clean and breathe odor free.
5. Skin discoloration or any skin decease must be treated timely.

POSTURE
1. Always hold the body erects, with head straight and shoulders erect.
2. Do not run or lean on pillars, chairs, tables, walls or service station
3. Stand at assigned station in an attentive and receptive manner
4. Do not slouch.
5. Always maintain an upright posture.
6. Do not run fingers on hair or pick nose.

SKIN
1. Keep it clean always, wash often, drink plenty of water and obtain adequate sleep and exercise.
2. If it is too dry apply moisturizer.

HANDS AND NAILS

1. Wash hands every time after using the toilet and washroom.
2. Keep finger nails short and clean at all times. Make sure the cuticles are clean always.
3. Do not wear any nail polish.
4. Do not bite nails instead use a nail cutter?
5. Clean the cuticles and avoid any dirt accumulating.

TEETH
1. Brush teeth after all meals and rinse the mouth constantly.
2. If wearing dentures, remember to have them on while on duty.
3. Treat the teeth always if discoloration is formed.

FEET
1. Keep your feet clean and toe nails trimmed.
2. Foot powder is recommended if the feet smell.
3. For extreme cases consult physician.

FOOTWEAR
1. Wear the footwear approved by the hotel. Black oxford shoes with matching laces are the permitted ones.
2. Shoes should be of correct size and well polished.

3. Always make sure that the shoes are not frayed at the edges.

4. Female staff should wear black closed leather shoes without accessories like bows, buckles, etc. heel NOT to
exceed 2 inches.

UNIFORMS
1. Wear only clean well pressed uniforms that are free of stains.
2. The uniform should be well fitting.
3. Always wear nametags on duty.
4. Exchange uniform as per hotel policy.
5. All headgear/sashes/pleats of the uniform should be well worn.

JEWELLERY
1. Avoid wearing excessive jewelry while on duty.
2. Only one ring of conservative design is permitted.
3. No ear studs for male.
4. No bracelets.
5. Pendant or medal in chain worn on the neck must not be visible outside.
6. For female staff only earring studs of a conservative shape and style, in silver, gold, round white pearl, diamond,
ruby, sapphire, emerald or jade may be worn.
7. Watch should be conservative in design and the band may be silver, gold, or leather. Permitted colors of the
leather band are black, brown, or tan. NO swatches.

HAIR
MALE:
1. Keep hair short, neat and well combed and free from dandruff.
2. Hair length must be at least one inch away from shirt collar.
3. Shampoo hair frequently and do not overuse hair cream, spray, gel, mousse.
4. Do not oil hair after bath.
5. Hair must be kept off the face at all times especially when leaning forward.
6. Beards are not permitted unless with the consent from the personnel dept due to the religious reasons.
7. Moustache if kept must be neat & well trimmed. The moustache should not be falling below the lip line.
8. Side burns should not be shorter than the op of the ear and NO longer than the bottom of the ear lobe.
9. Clean shaven before the duty.
10. While on duty do NOT comb or brush your hair

FEMALE:
1. Staff with long hair must tie up hair neatly with black ribbon only.
2. Bleaching and dying of hair not permitted.
3. Only black hair clip of NOT more than 10-cm length and 4 cm width should be used. Hair band should be black
and not wider than 2.5 cm.
4. Hair strands should not be falling over the face.
5. A neat French knot or bun is the permitted hairstyles.
6. Hair should not be left open while on duty.
7. Naturally curly hair should be controlled and that the hair style NOT bushy or heavy at the sides or the top of
head.
8. Fringes are NOT permitted.
9. Thin, fine, layered or curly hair should be cut short or tied in a bun or braided.

10. Shampoo the hair at least once in a week to avoid dandruff.

COSMETICS
1. Foundation must be worn for extra coverage, protection and to even out skin tones.
2. Lipstick must be worn at all times. Highly iridescent, pale, and frosted colors are not permitted.
3. Eye make up must be well blended, worn at all times and applied in moderation.

4. Bindis must be small round, oval or teardrop shaped. NO fancy designs.

5. Nail polish worn must be of conservative color.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Briefing

STANDARD: The daily briefing to be conducted to maintain proper standards set by the organization.

PROCEDURE :

1. Every shift must start with a thorough briefing with all the staff of the shift.
2. Attendance must be taken, following which the grooming is checked.
3. Grooming standards as standards checked.
4. Brass buttons in the uniform must be well polished
5. Nametag must be displayed evenly and well polished.
6. Ensure the following personal Mis-en-place is always carried
 Pen – black in color.
 Bottle opener
 Match Box – ship brand.
 Scribbling pad – clean and neat.
 Steward’s duster
 Comb.
7. Available & not available items must be discussed
8. Reservation for Lunch and Dinner is taken up and every one is alerted about pre reserved tables.
9. VIPs in house and those expected is informed to everyone.
10. Situations of previous day are discussed and corrections are made.
11. Revise food & beverage menu. Test the knowledge of staff.
12. General information on hotel, city etc is also discussed.
13. Revise wine list.
14. Mention about any specialty of the day.
15. Settle grievances and problems.
16. Allocate sections/ tables to stewards and divide the work.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Handling Telephones

Standard: Every one we come in telephonic contact with is treated with courtesy and respect, speak with a friendly
tone and with a smiling voice.
PROCEDURE:

 Answer all telephones promptly – a telephone should not ring more than three times before it is answered. If you
have someone on the other line, requests the caller, “Namaste May I place you on hold, please”, waits for a
reply then take the new call. The guest on the telephone cannot see the guest in front of you, if you are with
someone excuse yourself and take the call.
 Whenever you answer the telephone begin by wishing the caller – Namaste, then state your department, and
ask, “ How May I help you?”
 Always be ready with a note pad and pen; be careful and accurate while taking a message. To check accuracy
repeat names, room numbers and messages.
 Never talk to someone near the telephone that is off the receiver, the Guest may hear you. Always remember to
put the call on hold first.
 If the call is for someone else, notify the person immediately and ensure the call is answered, we never screen
calls – do not ask who is calling?
 If the person for whom the call needs to know who is calling, please ask; who shall I say is calling?
 If the call is in a language you do not understand, have someone who does, answer the call.
 For the safety and security of our guests, never announce guestroom numbers on the telephone.
 Always use the magic words of courtesy, “Thank You, Please, I apologize, I am sorry, Pardon me, You are
welcome, Certainly, It will be my pleasure.” Try to use the guest’s name as often as possible during the
conversation.
 Instead of Hi! Or Hello says “Namaste and is polite.

Remember:
The impression over telephone is a lasting impression.
For detailed telephone handling techniques – refer the Telephone training Manual.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Shift hand-over

STANDARD: For smooth hand-over from one shift to another with minimum disturbance to the restaurant.

PROCEDURE:

1. All glassware, cutlery, crockery and linen required for the next shift to be handed over, wiped & cleaned.
2. All bills/checks to be cleared of the previous staff and if not done so to be handed over after recording down
details
3. The sideboard must be well stacked.
4. Table cover set up for the next shift must be carried out.
5. Mis en place for the next shift if any need to be done, the same must be carried out.
6. All the messages must be written on the log book for the next shift staff.
7. Stewards must hand over the tables to the next shift if the table is occupied.
8. Any other task to be completed to be handed over.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Polishing Silver Ware / Glassware.

PROCEDURE :

1. All silver ware will be polished as per the polishing schedule.

2. Silver dip or pink polishing powder is to be used.
3. In case silver dip is used, care must be taken that the articles are not immersed for too long in the solution. Once
taken out of the solution they must be immediately placed in a bucket of cold water and then passed in the
dishwasher.
4. Under no circumstances should the stainless steel blades of the knives be immersed in silver dip.
5. Wipe the silverware dry with a dry cloth and polish it with the cloth to make it look shine.
6. For glass polishing, a bucket of very hot water with a little vinegar must be used.
7. Dip the washed glassware into the steaming water for a couple of seconds & wipe thoroughly with a clean glass-
cloth till the glass is sparkling.
8. Change the water if it stops steaming the glassware adequately.
9. After polishing, return all equipment to its proper location
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Stacking the side station

STANDARD: All side stations must be properly stacked with all items required to ensure smooth flow of service.

PROCEDUR:

1. Each station holder will ensure that his station is properly stacked with all items of equipment viz. Crockery,
cutlery, glassware etc. when he takes over the station.
2. During the course of service, the station holder will ensure that all equipment used up is replenished so as not to
hamper service.
3. The station holder will ensure that the side station is kept neat & tidy at all times.
4. The stewards will hand-over a fully stacked station to the next shift.
5. All the items placed in the sideboard must be clean and polished.

6. Keep the items in its own pre – decided rack.

7. Proprietary sauces kept in the sideboard must be checked for cleanliness, especially at the neck of the bottle.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Aligning tables, chairs and performing Mis en Scene.

STANDARD: All the tables & chairs in the restaurant must be aligned properly as per the standard lay out specified.

PROCEDURE :

1. The station holder must check that all the tables are placed in order & in line with each other.
2. All tables’ chairs must be placed correctly & properly squarely in front of the tables, ensuring each cover faces the
one opposite it, & that both are aligned.
3. The restaurant must be checked to ensure that none of the bulbs are fused.
4. The captain / manager must check that all tables in all sections are placed in proper position in accordance to the
predetermined planned layout of the restaurant.
5. Check all electrical appliances for its working.
6. Check air condition for right temperature.
7. Check whether the flower arrangements are in place.
8. Check the cleanliness of flooring.

9. The captain / manager will also ensure that the entire restaurant is ready to receive guests. It must be ensured
that the restaurant is always clean and all fixtures and artifacts are in proper position. Lighting levels must be
maintained at all times. During dinner, when candles are placed on the tables, the lights must be dimmed.

FOOD & BEVERAGE

 Standard Operating Procedure Dept – Panorama

Task : Folding Napkins

PROCEDURE :

1. Whenever napkins are folded care must be taken to ensure that they are spotless, well pressed & that there are
no holes or frayed edges.
2. Fold the napkins as per the specification, without over handling it or staining it.
3. Always use a flat surface, which is large enough.
4. Stack the napkins in the proper place assigned for the same.
5. Make sure the napkins are well starched and do not have loose threads hanging out.
6. The entire fold in the restaurant must look identical and uniform.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Coffee Shop

Task: Laying a cover.

STANDARD: Stewards always places cover correctly and neatly before the food arrives from the kitchen

PROCEDURE:

1. Ensure the standard coffee shop set up is proper & correct.

2. A standard table layout must have.
 Bud vase
 Salt & pepper shakers
 Sugar sachet holder
 Appropriate number of covers containing AP knife & fork, B&B plate with B & B knife, water goblet, and dinner
napkin.
3. For breakfast, the layout will also contain: teacup on saucer with teaspoon, butter dish, saucer with jam &
marmalade in preserve pots with demi tasse spoons.
4. Lunch set up will have standard set up with butter dish.
5. Correct covers after order has been taken. Gather cutlery from the side station without creating excessive noise.
6. Place appropriate cutlery on a salver.
7. Place additional cutlery next to dinner knife and dinner fork.
8. All additional cutleries will be placed just before the service of that course.

9. Additional cutlery will be offered to the guest on request.

10. Remove cutlery that is not required.
11. Always hold the cutlery at the neck of the cutlery.

12. Make sure all the cutleries that you place on the table are well polished and clean.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Taking Reservations.

PROCEDURE:

1. Table Reservations may come by telephone or in person or by letter

2. If the reservation comes by telephone, the guest must be greeted using hotel’s professional telephone
standards.
3. Have a pen and paper or the reservation book to hand.
4. The following information must be gathered while taking reservations:
 Name of the guest [in whose name the reservation has to be made]. Make sure you get the correct spelling of the
guest’s name. Always ask the guest: May I have your name, sir/ ma’am? Would you please spell it for me?
 Caller's name[in case the caller is making a reservation on behalf of somebody]
 Day & Date when the guest requires the table. When would you like the reservation to be sir/ ma’am?
 Meal period preferred
 Time of reservation. E.g. what time would you like the table, sir/ ma’am?
 Number of persons. E.g. For how many that would be, sir/ ma’am?
 Contact number of the guest. May I have your telephone number / cell number?
 Any special requests. If guest have any special instruction like a birthday cake, flower bouquet, preference of
table, etc. it may be agreed with. If any requires higher approval and decision from higher authority, the same
may be sought. E.g. permission to shoot video in restaurant.
 Smoking or non - smoking table.
5. Always repeat all information for the benefit of accuracy.
6. Answer any questions clearly and politely. If you do not know the answer, find someone who does.
7. For all the in – house guests and where possible local guests, the name must be run through the guests
history module, and comments if any noted and acted on.
8. Thank the guest after the call. E.g. thank you very much Mr. Svenson. We look forward to welcoming you.
9. Always use guest name once you know the same.

FOOD & BEVERAGE

 Standard Operating Procedure Dept – Panorama

Task: Allocating Tables according to reservations.

PROCEDURE:

1. When a guest enters the restaurant, he must be greeted at the door using hotel’s standard greeting
procedure.
2. Always find out whether the guest has a reservation. E.g. are we holding a reservation for you, sir?
3. If guest has a reservation then always ask the guest’s name. E.g. May I have your name, please?
4. The hostess will check the reservation diary for the same.
5. The guest will be shown to the table that has been pre allocated to them. Mr. Svenson, allow me to show you
to your table. Or Mr. Svenson, Captain Ranjeet will escort you to your table.
6. Ask the guest whether he is comfortable with the table.
7. Always wish guest before you leave the table.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Greeting the Guests.

STANDARD: Every guest will be greeted on arrival at the restaurant door & Shown to a suitable table with minimum
delay. All guests must be acknowledged within 30 seconds of their arrival in the restaurant.

PROCEDURE:

1. The Hostess / Sr. Captain / Manager/ member closest to the entrance will approach Guest.
2. Guest will receive a warm smile and a genuine greeting.
3. The person greeting the guest at the entrance must stand in an erect posture and exhibit friendly body language.
4. Always use guest’s name if known.
5. The greeting will be to the effect of : Namaste Mr. ----- or sir/ ma’am welcome to (name of outlet)
6. The guest will be checked with whether he or she holds any reservations?
7. The guest will be asked to accompany staff member to the selected table after checking with him his preference
for smoking / non-smoking section.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Escorting Guests

STANDARD: Every guest will be recognized within 30 seconds of their arrival and escorted to the respective table.

PROCEDURE:
1. If a guest requests a seating preference that is unavailable, let them know of the length of wait. Make sure you
know where the guest is waiting, so that when the table becomes available the guest can be quickly informed.
2. Guest is always escorted only to fully prepared tables.
3. Always use standard phrase: I shall escort you to your table, sir. Or I shall show you to your table, sir. Or allow
me to show you to your table, sir.
4. Be sure you know the table where you plan to seat the guest(s), and that it is prepared to accommodate the
party, i.e. wheel chairs, baby chairs if necessary.
5. When escorting the guest(s) to the table, take the shortest route.
6. Walk at a speed that is comfortable for the guest. Seat guests at a table that is appropriate for them.
For example do not seat a guest who has difficulty walking to a far table.
7. Guests that arrive after their party is seated should be escorted to the Table, whenever possible.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Seating the guests.

PROCEDURE:

1. Every guest will be accompanied to the table personally by the hostess/ captain / Manager as per the procedure.
2. Stand behind guest’s chair.
3. Keep left leg behind and right leg forward touching the chairs back with right knee (distance between both the
feet should be of the length of one shoe)
4. Hold the chair with both hands from the side of the back
5. Lift the chair 1” - 1.5” from the ground and pull back. Let the guest go in. Always say May I or Allow me, sir/
ma’am and pull the chair for the guest.
6. As the guest is sitting, move the chair forward till it is comfortable for the guest and rest the chair on the floor.
7. Always seat ladies first.
8. If possible all ladies will be assisted in the seating procedure.
9. Team members of adjoining stations will assist with seating procedure if required and if practicable
10. Assist the guests with chairs and packages, giving initial attention to the ladies, but also assisting men when
possible, by moving the chair out from the original location.
11. Whenever possible :
 Do not seat two or more individual-dining guests next to each other but opposite to each other.
 Do not seat an individual lady guest next to a group of men.
 Do give a lady a seat that allows her to sit with her back to the wall, for comfort and privacy, and
 Do not seat any individual guest near the exit or kitchen doors.
 FOOD & BEVERAGE

Standard Operating Procedure Dept - Panorama

Task: Opening serviette

STANDARD: Captain / Steward to open the serviette as soon as the guests are seated.

PROCEDURE:
1. As soon as the guests are seated, offer to open the serviette of the guests starting with the ladies first.
2. Open the serviette always from the guest’s left side.
3. Stand at the left side of the guest with your left foot forward and open the serviette fold.
4. Make a triangle fold and gently place it on the lap of the guest with the broader side facing the guest. Always say
“May I, and place the serviette on guest’s lap.
5. If guests require cold towels then the same should be brought on a salver and announce “Cold Towels, sir/
ma’am.”
6. If guests have picked the serviette by themselves, then don’t disturb them.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Water Service.

PROCEDURE:

1. Water goblets will be placed as part of the cover on the right top of the cover at the tip of the large knife.
2. The guest will be asked: `sir/ma’am would you like regular water or would you prefer mineral water’
3. The guest will be approached with a jug of water if regular water is asked for. The service is always done from
right side of the guest.
4. Keep your right foot forward and stand erect while serving water.
5. Carry a neatly folded serviette on your left hand and wipe the sides of the jug to prevent water dripping from the
side of the jug.
6. Pour the water gently into the center of the glass without the jug touching the glass. Never fill up the glass till the
brim.
7. For water glasses, which are not reachable to the steward, always say excuse me and request for the glass or
cross the guest to do the service.
8. If mineral water is ordered , Follow the procedure
9. Continue to offer water throughout the meal.
10. In the event the guests ask for hot water after you have poured regular water, change the glassware.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Bottled water

STANDARD: Every guest will be served mineral water if asked for.

PROCEDURE:
1. When guest ask for mineral water, write down the order in a BOT clearly and pick up the same from dispense bar.
2. Bring the bottle to the guest and present the bottle for the approval of temperature.
3. Open the bottle in front of the guest.
4. Pour water to the center of the goblet until it is 1” down from the brim.
5. The bottle with remaining water will be placed on the table.
6. The steward should be attentive during service to pour the remaining water into the goblet.
7. Clear the empty bottle when all the water has been poured into the goblet.
8. Check during service if the guest wants more water.

NOTE:

Generally if a guest has ordered a pre-dinner drink then he would not have water unless specially
requested.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Offering Pre meal drinks

STANDARD: Every guest will be offered a pre meal drink immediately after the seating and opening napkin
procedure is completed.

PROCEDURE :
1. Once all guests are seated, the waiter will offer pre-meal drink.
2. Guests should be asked: would you prefer to have Bottle water, sir?
3. Waiter will try & up-sell Bottle water.
4. Pre meal drinks should be offered to guests by asking, would you prefer to have some drinks.
5. If asked, “what do you have?” the waiter will reply to this effect; - “We have a full range of drinks
available from our bar, here is our beverage list.”
6. Assist the guests in making their selections by explaining what is in the various cocktails and what are they like.
7. The order will be written on the waiter's pad.
8. Always make sure that the order is written neatly, clearly and legibly. Every order should be numbered to
represent the guest. Guests seated nearest to the kitchen door will be numbered as number one and the rest
followed clockwise.
9. Guests should be suggested with the Bar man’s specialty.
10. The order will be written in BOT. The first copy goes to dispense bar for the pick up of drinks, the second copy to
the cashier and the third remains with the steward.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Presenting the menu.

STANDARD: Steward / Captain to present the menu as soon as the pre- meal drink is ordered

PROCEDURE:

1. Always carry the required number of menus as per the number of guests in the flat of your left hand. Make sure
the menu is clean and of no dog ears.
2. Always stand erect at the side of the table.
3. Guest will be offered the food menu after the pre meal drink is placed.
4. Each guest will be presented with one menu from his or her right side. Always the ladies first.
5. The menu will be presented without opening it & holding it from the top in the centre facing the guest. Always
say: Here is our food selection, sir/ ma’am.
6. After presenting the menu the guest will be given time to decide on food order. Inform the guest “Please do let
me know when you are ready to order.”
7. Observe the guests’ body language to see whether they are ready to place the order e.g. a guest who has
decided may close the menu & place it on the table.
8. If there are any specialties of the day, the same must be suggested to the guest at this moment. E.g. May I call
your attention to chef’s specialty / specialty of the day. We have a delicious beef pie with black mushroom and
shallot sauce.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Suggesting Food items and up selling.

PROCEDURE:

1. All staff must know the menu thoroughly.

 Check the special dishes of the day.
 Note any changes in the menu.
 Know new or promotional items
 Know the cooking method & the main ingredient of each dish and the garnish & accompaniment.
 Know how long each dish will take to prepare.
 Know the price of each item.
 Know how to pronounce dishes.
 Know how to match needs of the guests with appropriate items, sell each item as a benefit.

2. When recommending, try to create an appealing mental picture in the guest’s mind that can influence a guest’s
choice.
 Use courteous & cheerful tone of voice to describe colour, size, temperature, taste, person (Our chef / our
bartender) - status (delicious, excellent, popular…) Suitability (vintage, good with ….)
 Use precise & correct expressions that suggest uniqueness or special qualities of the house.

3. Do not confuse the guest with too many suggestions, use items at a time which are special, popular,
promotional…

APERITIF
1. As soon as a customer is seated, ask for a pre dinner drink. “May I suggest a drink before your meal, we
have …. & ….. (Never say “would you like something to drink”) or may I recommend_________ cocktail
made with ….
2. If customer does not want a drink then up-sell mineral water.

WINE
1. Once the customers have ordered food, and then always suggest wines. E.g. “May I suggest chateau latour to
accompany your meal”
2. Recommend some wines that go well with their food.
3. Suggest that the guest can order by the bottle or by the glass.
4. The steward should know the house wine & a through knowledge of the wines available.

EXTRAS / SIDE DISHES

1. Recommend side dishes / extras with their main course. “Sir may I recommend exotic mix salad” or “sir
may I recommend some raita / salad with your dinner etc.
DESSERT
1. After the customer has completed his/her main course, offer him/her specific dessert by
saying, “Would you like to try out our dessert selection?”
2. Present the dessert menu with the recommendation for a specific dish e.g. “you really must try our ______ it is
delicious”.

TEA/COFFEE
1. After the guest has finished his dessert, ask if he would like to have tea/coffee by saying...
“We have a large selection of different types of tea, perhaps you would like to try one, we have….”
“We have a large selection of different styles of coffee, Espresso, Decaffeinated,”
2. After the guest has ordered coffee suggest some liqueur, port, cognac along with his/her coffee.

NOTE
1. Anticipate guest need for successive suggestive selling

 In a hurry = Quick preparation item

 On company expenses = Expensive / high cost item
 VIP or connoisseur = only the best
 Stare blankly at menu = don’t know, need suggestion
 Lonely = Friendly expressions / rapport building first
 Special occasions = Champagne / wine
 Budgeting type = Adequate meal at fair price
 Family = Suggest something for the children First
 Intimate couple = Offer the lady first
 On diet = Low calorie

2. Help guest in selection from the menu when necessary in a pleasant manner. Do not force guests to order.
3. Try suggesting the high price items first and if possible, lower cost item if they are of similar price. Then come
down to next lower price. Be tactful, the guest should not feel that you are only suggesting high price items.
4. Acknowledge guest’s order in a courteous manner.
5. Invite the chef to come and speak to the guest and helping them in suggesting chefs special.
6. Sell items on the menu based on personal attention to the guest, not high pressured sales.
7. Be able to describe portion size of each dish and also the service time.
8. Be specific with suggestions. Ask open ended questions and not closed ended questions.
9. “Do you want an appetizer with your dinner” (Poor)
10. “Sir I suggest you try our pasta & cottage cheese mousse as an appetizer with
11. your meal (Good)
12. There are lots of suggestive selling adjectives which can be used while describing various dishes of your
menu.

Examples:

Fragrant Delicate Delicious Garden fresh

Clear Savory Fresh Cool
Refreshing Creamy Succulent Fantastic
Smooth Rich Moist Exquisite
Tart Bubbly Fluffy Elegant
Mouth watering Appetizing Home made Tender
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Presenting the Wine list

STANDARD: Captain / Steward to present the wine list as soon as the meal order is taken.

PROCEDURE:
1. Always carry the required number of wine lists as per the number of guests in the flat of your left hand. Make sure
the wine list is clean and of no dog ears.
2. Always stand erect at the side of the table.
3. Guest will be offered the wine list after the meal order is taken.
4. Each guest will be presented with one wine list from his or her right side. Always the ladies first.
5. The wine list will be presented by opening it & holding it from the top in the centre facing the guest. Always
announce: Here is our Wine selection, sir/ ma’am.
6. After presenting the wine list the guest will be left alone to decide on their order. Inform the guest “Please do
let me know when you are ready to order” Always offer suggestions on wines. Suggest wines to complement
the food that they have chosen.
7. Observe the guests’ body language to see whether they are ready to place the order e.g. A guest who has
decided may close the menu & place it on the table

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Service of pre- meal drinks

STANDARD: All beverages order to execute within 3 minutes

PROCEDURE:

1. Place the beverage order with the dispense bar.

2. Prepare the drink tray with the under-liner at the bar.
3. Arrange the drinks & glassware on the tray & double check the order for accuracy ( all drinks opened at the bar)
4. Carry tray to the table. Hold the tray on the left hand away from the table.
5. Always serve the ladies first. Place the coaster above the knife to the right hand side of the water goblet and place
the glass on it. (If wineglasses are on the table put the coaster below the white wineglass.)
6. For hard drink service, make the drink at the table.
7. Carry ice bucket with ice cubes and ice tongs, water and soda decanters on the tray for service.
8. Service of beer is carried out as per the standards.
9. Always serve ladies first.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Taking orders and executing them.

STANDARD: Every meal order will be taken within two minutes of presenting the Menu and the items will be
delivered within the specified time in the menu.

PROCEDURE:
1. The captain will approach the guest table with his waiters pad to write the order. He may say, `sir/ma’am are
you ready to place the order `or ` excuse me sir, May I please take your order now’.
2. Remember how the menu is constructed i.e. the courses of your menu - appetizers, salads, main course, extra
side dishes etc.
3. Write in order of courses & after each course draw a line (use commonly accepted abbreviation)
4. Against each menu items write the quantity & the seat number.
5. Remember if the guest orders two appetizers & no main course, ask which appetizer he / she would like to have
first.
6. Depending on guest preference salads can be served at the beginning, during or after the main course
7. Don’t forget to ask the guest the doneness of meat i.e. rare, medium, well done.
8. Any special instruction by the guest about his food has to be written down e.g. less spicy, no garlic, extra sauce…
9. Explain any dish if the guest wants to know more about.
10. If the guest cannot decide even after your suggestion then ask him, “Sir shall I call the chef / manager to
help you with your order.”
11. After the entire order is placed, read it out to the guest, so there is no discrepancy later.
12. Thank the guest after taking down his / her order.
13. Collect the menu from the guest.
14. Write down the order neatly and clearly.
15. Send the first copy of the KOT to respective kitchen, second copy to the cashier and the third copy to the pick up
counter and the fourth remains with the steward.
16. Shoot the order to the kitchen from the pick up counter. Do not forget to mention special requests if any.
17. Always give the right crockery to the pick up counter for the dish.
18. The steward will then serve the orders correctly as ordered by the guest announcing the name as it is served.
After serving all, he will announce “Enjoy your meal”
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Opening and Service Of table/ still wine

STANDARD: White / rose wine is prepared at the back and brought to the table
PROCEDURE :
1. Put the wine bottle in the cooler and add ice to approx. 2/3 of the cooler
2. Add water to ice level.
3. Place the napkin on the cooler and place cooler on the wine stand. If the wine stands is in use or not available
then place the cooler on an under-plate with a napkin.
4. Carry wine cooler with the stand into the restaurant and place it on the right hand side of the host.
5. Turn bottle label facing the guest.
6. Hold the napkin in your left hand (napkin to be folded into four horizontally) and with your right hand lift the wine
from the cooler.
7. Let the bottle drain and then hold it on the flat of your left hand with the serviette underneath. Label facing the
guest.
8. Present the bottle to the host and identify the wine verbally, mentioning the company, variety & vintage so that
host can confirm that the correct wine has been brought - “Excuse me sir, you’re…….”
9. Wait for his/her acknowledgment. Upon confirming the order, take one step back and prepare to open the wine
bottle.
10. Hold the bottle firmly in your left hand holding at a 45 degrees angle at waist height. Ensuring that the label is
facing the guest.
11. With a `stewards friend’ in your right hand cut the foil with the blade just above the raised ridge about 5mm
below the top of the bottle. (place the foil in your pocket or in the wine cooler)
12. Close the blade of the steward's friend and open the spiral corkscrew.
13. Hold the neck of the bottle firmly in left hand; insert the sharp tip of the corkscrew into the centre of the cork.
Slowly turn the corkscrew in clockwise direction, keeping it in line with the core of the cork.
14. Be careful to insert the corkscrew right at the centre of the cork or else the corkscrew directing towards the side
of the bottle will break the cork.
15. Stop turning the cork screw when the last turn of the screw is still visible to prevent the spiral from piercing the
base of the cork
16. Tilt the arm of the stewards’ friend so that the lever rests on the lip of the bottle. Hold the lever in place using
the side of your index finger. Now extract the cork by raising the opposite end of the body of the steward’s
friend. Exerting leverage on the lip of the bottle until the cork starts to bend.
17. Now cease the lifting action and place your thumb and index finger at the base of the cork. Twist the cork gently
onto its side to remove it from the bottle. This technique will prevent the cork from breaking and will allow the
cork to be extracted with out any distracting popping sound.
18. Remove the cork from the spiral and return the steward's friend into the pocket.
19. After removing the cork, leave it on the table on a B & B plate for guest to nose (Do not ask guest to nose or do
not nose by yourself.)
NOTE: - The same procedure will be followed for the opening of red wines except
they will not be brought to the guest on a wine cooler, they will be brought on an
under liner . Old aged red wine bottles will be brought in a cane basket lined with a
serviette.
20. Wipe the lip of the bottle both inside and outside with a serviette.
21. The bottle is held firmly in the right hand with the label directed towards the guest. If white /rose / champagne,
then a napkin is collared around the bottle to prevent the wine from getting warm with the heat of our hand.

22. Pour about 30 ml of wine into the hosts’ glass for approval. The wine should be poured into the centre of the
glass with the bottle held above not touching the glass, then twisted & lifted straight up.
23. After the guest has approved the wine, fill the guest’s glasses starting with the guest immediately to the left of the
host moving clockwise round the table. If there is a lady then the ladies must be served first and then move
clockwise. Complete the service by serving the host last.
24. When all the glasses have been filled, place the remaining white / rose / champagne next to the table in a wine
cooler with its stand. If red then leave the bottle in the cane basket or on the under liner.
25. Remove the B & B plate with the cork
26. Keep an eye on the guest’s glasses when they are only 1/3rd , then top them up
27. When the bottle is empty, clear it away and ask the host whether they require another bottle of the same wine or
another one from the wine list.
28. If the same wine is ordered again then repeat the procedure without the tasting.
29. If a new wine is ordered then change glasses.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Opening Champagne

1. Take the bottle firmly in hand, holding at a 45 degrees angle at waist height away from the guest’s face. The
angle helps reduce the pressure on the cork
2. Hold the bottle firmly on your left hand and with your right hand locate the wire ring on the giraffe (muzzle or
cage), and untwist it.
3. Remove foil and cage, holding the cork in place with the thumb of your left hand as an extra precaution.
4. Take a service cloth in the palm of the right hand and with it cover and firmly hold the cork.
5. Hold the base of the bottle with your left hand and twist it to loosen the cork. Ease the cork gently out of the
bottle into the palm of your right hand.
6. Always turn the bottle and not the cork.
7. Wipe the lip of the bottle with your service cloth.
8. Hold the bottle on the side of the bottle and serve the champagne.
9. Alternatively the bottle may be held with the thumb in the punt with the fingers spread out to support the body of
the bottle.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Changing Glassware – Wine glasses

PROCEDURE:
1. The original glassware may be used if additional bottles of the same type of wine as were originally ordered
are required, unless a change of glasses is requested.
2. If wine of a different style or type is ordered then fresh glasses must be placed before the new wine is served.
3. Select the style of glassware appropriate to the style of wine chosen (for example, champagne flutes for a
sparkling wine) and take the glasses to the table on a drinks tray.
4. Place the glasses a little further away from the guests than the original glasses and at an angle of 45 to the
right of them.
5. Remove the original glasses when the guests have finished the wine in them.
6. Remember that the glasses should be handled by their stems whether they are being placed or removed.
7. After-dinner drinks (liqueurs, ports and after-dinner cocktails) should be served in fresh glasses for each new
order.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Service of Bread.

STANDARD: All guests will be served with fresh rolls, each time they order food from the menu

PROCEDURE :

1. A variety of bread is immediately placed on the guest table after their food order is taken.
2. All breads will be served in a breadbasket with napkin pocket in which the rolls are placed.
3. Carry the bread basket in the left hand.
4. Serve from the left side of the guest with service spoon and fork. Move anti clock wise around the table, serving
the host last.
5. The breadbasket is either placed on the table or is served to every guest for the first round. Bread will be served
on the B & B plate. All bread rolls should be placed straight and not upside down on the plate.
6. Remaining bread in the breadbasket will be placed on the table in the centre of the table or within guest’s reach.
7. Offer guest more bread if the basket is empty.
8. Each breadbasket must be accompanied with butter in a butter dish. The portion size will be depending on the
number of guests.
9. Breadbasket & butter must be cleared away once the guest has finished his/her meal or if guest does not require
it anymore.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Service of appetiser

PROCEDURE :

1. Place the necessary cutlery before service of appetizer.

2. The accompanying sauces for the respective appetizer must be placed on the table beforehand.
3. Pick up appetizer from the kitchen. Check for the presentation and garnishes.
4. Serve appetizer from guest’s right. Always announce the item you are serving.
5. Place appetizer between fork & knife say “here’s you’re ….. Sir/madam”.
6. Always tell the guest “enjoy your appetizer.”
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Coffee Shop

Task: Service Of soups.

PROCEDURE:
1. Bread / Butter will be placed on the table before the service of soup.
2. Soup spoons must be placed on the table before the service of soups.
3. Soups will be picked up from the kitchen piping hot in soup bowls on an under liner.
4. Always check for garnishes on the soup.
5. The sides of the soup cup must be clean and no soup spill should be there on the sides.
6. Always announce the soup that you are serving.
7. Soups if served as silver service will be served from the tureen. Tureen with soup is placed on an under liner
and brought to the table. Soup is served with soup ladle to the pre placed soup bowl or soup plate.
8. If served by plate service method, place the soup bowls in front of the guest's from each guest's right.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Service of sauces.

STANDARD: Guest will be served extra sauce/accompanying sauce separately using a sauce boat and a serving
spoon. Sauces are never poured from the sauce boat.

PROCEDURE:

1. Carry the sauce -boat on an under liner covered with doily paper on the flat of your left hand, with the lip of the
sauceboat facing to the right.
2. Serve the sauce from the left of the guest.
3. Lower the under liner over the guests plate, so that it is not more than 5 cm above it.
4. Hold the service spoon in your right hand with the handle of the spoon above the lip of the sauceboat.
5. The serving spoon may vary depending on the size of the sauceboat.
6. Draw the spoon across the sauceboat towards you to collect the sauce.
7. Note that the sauce should only cover one third of the item
8. Move anti clockwise round the table offering the sauce to each guest in turn, with the host last.
9. Always take extra care not to drop any sauce on the table.
10. Leave the sauceboat on the table if guest request so.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Serving side dishes.

PROCEDURE:
1. Pick up the side dishes as per the guest order from the kitchen.
2. Serve the main course to the guest.
3. Serve side dish from the guests left with the help of service spoon & service fork on the Dinner or the B & B plate.
Before serving ask the guest “Sir/madam may I?”
4. Announce the item that you are serving.
5. Vegetables must always be served on the top left side of the large plate. Potatoes shall be served on top right side
of the plate.
6. Place the remaining side dish on the top left of the guest to help himself.
7. Check during the meal if they need another helping.
8. If any side dishes are presented in a separate dish with appropriate garnish, the same will be placed on the table
for guest to help himself.

NOTE: The side dishes should be served in appropriate flatware.

 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Placing Main Plates.

PROCEDURE:

1. Hold the pile of clean dry & hot plates resting on the palm of the left hand, which should be covered with one
end of a service cloth.
2. As you approach the customer, wipe the top plate with the other end of service cloth and pick it up by the rim.
Keep the thumb well clear off the centre of the plate.
3. Keep the plate horizontal.
4. Lean forward slightly from the guest’s right and gently place the plate on to the centre of the place setting in
front of the customer.
5. Announce ‘your hot plate sir, madam’ while placing the plate.
6. Place the plates with the monogram at 12 o’clock position.
7. Do not move the flat wares on table while placing the plate.
8. Unrequired hands i.e. the hand which is supporting the plates should be away from the guests when placing
the plate.
Note:-

1. Check plates for chips, cracks and stains.

2. Lift the plate from your hand. Do not rattle or drag the plate.
3. Use minimum finger contact.
4. Start with ladies and finish with the host.
5. Stand conveniently close to the table while placing plates.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Silver service — main meal

PROCEDURE:

1. Place clean hot plates in front of the guests.

2. Hold the serving dish on a service cloth on the flat of your left hand, with your left hand under the centre of
the service dish.
3. Calculate the size of the portion allowed for each guest, and decide how it should be presented, considering
the other items to be served.
4. Silver service is done from the left side of the guest. In unapproachable covers the same may be carried out
from the right side.
5. Hold the serving dish over the guest’s plate, no more than 5cm above it.
6. Place the main item of the menu ordered to the front of the guest’s plate.
7. Place the vegetables around and behind the main item in pattern decided for the presentation.
8. No items shall be placed at the rim of the plate.
9. Serve the items with the service cutlery holding the same as per standard.
10. Move anti clockwise round the table serving each guest in turn with the host last.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Use Of A Spoon And Fork

PROCEDURE:

1. Place a fork over a spoon in your right hand, both facing up. They should rest across your middle, ring, and
little fingers with their bases resting in line with the bottom of the little finger, leaving the index finger and
thumb free to move the cutlery. The handles should not protrude beyond your little finger.
2. Slide your index finger between the fork and the spoon, and hold the fork between the tip of your index finger
and the tip of your thumb so that you can lift the fork with your index finger and thumb.
3. Holding the fork between the tips of your index finger and your thumb, raise the fork from the bowl of the
spoon, keeping the ends of the handles of the fork and the spoon together with your little finger.
4. At no time allow the index finger and thumb to slide more than half-way up the handles of the cutlery.
5. You can now lift food items with the spoon and hold them firmly in place with the fork while you transfer them
to the guest’s plate.
6. Pick the food up from the side, drawing the cutlery towards you as you lift it.
7. If the item to be moved is small or very thin, you can remove your index finger. This enables the fork to be
pressed more tightly against the spoon, holding the item firmly. To release the item insert the tip of your index
finger to separate the cutlery.
8. For large round items, such as bread rolls, you may turn the fork, enclosing the item.
9. The tops of some items, broccoli hollandaise for example, must not be touched when they are served. In
those cases turn the cutlery for silver service
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Clearing the table

PROCEDURE:

1. Once the guest have finished his meal and shown an indication on the plate with the positioning of his cutlery at
4.00 and 10’0 clock position, the plates must be cleared.
2. The guest may be asked about the food while clearing. E.g. I hope you enjoyed the food. Would you like to have
some more? May I clear your plate now?
3. Always clear the plates only after every guest on the table have finished.
4. Body language & steward’s observation indicates appropriate time for clearance.
5. Clearance will start from the ladies.
6. Standing at the back right-hand corner of the guest’s chair, lean forward and pick up the used plate and cutlery
with your right hand.
7. Transfer the plate to your left hand, holding it between the thumb and index finger. Place your thumb over the
end of the fork handle. Use the knife to move the left – over to the front of the plate.
8. Place the knife under the handle of the fork at right angles to it.
9. Moving anti-clockwise round the table, place yourself behind the next guest. Holding your left hand (and the first
guest’s empty plate) behind the guest, lean forward and pick up the second used plate and its cutlery.
10. Transfer the second plate to your left hand. Position it on a platform above the first plate, supporting it with your
ring finger, your little finger and the base of your thumb and lower forearm.
11. Place the fork alongside the other fork on the first plate, and, using the knife, push the left – over down off the
second plate onto the front of the first plate to join the scraps already there.
12. Place the knife alongside the knife on the first plate.
13. Moving anti-clockwise round the table, collect the remaining plates and cutlery. Stack the plates on the second
plate and arrange the cutlery on the first plate, following the same procedure as for the second plate.
14. The number of plates, which can be collected in this way, will depend on the waiter’s skill and experience. When
you have collected as many plates as you can confidentially carry, take the plates and cutlery to the station (side –
board) and place them on a tray for removal, or take them directly to the dish-washing area, according to the
practice of the establishment.
15. Once the table is cleared the steward will crumb the table from the right & left side simultaneously for each guest
before offering the dessert menu.
16. Clearing procedure is done in silence unless the steward needs to excuse himself, for e.g. when a guest is
engaged in a conversation.
17. Cleared plates are kept on the side station and bussing is performed from time to time.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Handling cutlery dropped by guests

PROCEDURE:

1. Carry fresh cutlery on a service plate covered with doily paper or a serviette.
2. Place the fresh cutlery on the cover in the respective side.
3. Pick up the fallen cutlery and carry the same on the service plate to the sideboard.
4. If there is any food particles fallen along with the cutlery, it must be cleared with a service cloth or immediately
alert the house keeping.

Note:
Never carry cutlery in bear hands.
The fresh cutlery that you carry to the table must be well polished and clean.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Changing glassware as per guest request

PROCEDURE:
Guest requests to change their glasses when there is any foreign particle in the glass or server has served cold water
instead of normal water or the guest might want to have hot water etc.

1. Carry a fresh, polished glass to the table on a salver covered with service cloth or tray mat.
2. Pick up the dirty glass and place the fresh and empty glass on the cover.
3. Proceed to pour the beverage as per the guest’s request.

Note:
Always bring an empty glass to the table and not filled with water for changing the glassware.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Changing an Ashtray.

STANDARD: Guest always sees clean ashtrays throughout their dining experience. There will not be more than two
cigarette butts left on the ashtray at any given point of time.

PROCEDURE:

1. Pick up a clean ashtray on a tray or salver from side station and proceed towards guest table.
2. Place the clean ashtray on top of the dirty one on the table in order to avoid ashes flying down from the dirty
ashtray.
3. Lift both the ashtray together holding it tight. Place it on the salver behind the guest.
4. Use the right hand to keep clean ashtray the right way up where the dirty one was.
5. Take away the dirty ashtray to the sideboard without the ashes flying.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Preparing and serving fingerbowls.

PROCEDURE:

1. Collect clean fingerbowls.

2. Half fill with lukewarm water.
3. Add a slice of lemon & two rose petals.
4. Place the finger bowl on a side plate with doily.
5. Carry the required number of finger bowls on a salver to the table.
6. Serve the finger bowl from the right of the diner.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Crumbing the table.

PROCEDURE:

1. Make sure the side plates, cruets, and other items that are no longer required on the table have been removed.
2. Hold a B&B plate on the flat of your left hand.
3. Fold the serviette in vertical shape and keep the loose edges of the serviette down.
4. Brush down from the guests left.
5. Brush the crumbs onto the plate using the folded service cloth held in your right hand
6. Do not flick the crumbs, just brush them steadily towards you with folded service cloth
7. Move clockwise round the table crumbing each guest’s place as required, finishing with the host.
8. Do crumbing only required.
9. Before crumbing if you see any wet food like a sauce dropped on the table, then carry a B & B knife under the
napkin and with the tip of the knife lift any food that is stuck on the table cloth.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Clearing Side plates.

PROCEDURE:

Clearing Side plates Separately from Dinner Plates

If there are more than four guests at the table, you will not be able to collect the side plates at the same time as the
dinner plates, but will have to collect them separately, using the two-plate method

1. Take a dinner plate to the table. It will provide you with a conveniently larger working surface than a side
plate.
2. Treat this plate as if it were the first dinner plate collected, and use it as the receptacle for scraps and the side
knives.
3. Proceed round the table anti-clockwise, collecting the side-plates and knives from the guests’ left.

Clearing Side plates at the Same Time as Dinner Plates

If there are only three or four guests at the table, the Side plates may be collected at the same time as the used
dinner plates, using the two-plate or the three-plate technique. Continue anti-clockwise round the table a second
time, collecting the side plates and knives. If using the two – plate technique the procedure is:

1. Collect the side plates and knives from the guests’ left using your right hand.
2. Transfer the side plate to the pile of empty plates supported by your left hand and arm, holding your left hand
well away from the table.
3. Use the knife to move left over to the front of the first dinner plate.
4. Place the knife on the first plate beside the other knives.
5. Continue until all the side plates have been collected and stacked on the dinner plates.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Taking and serving dessert order.

PROCEDURE:

1. After the main course is cleared, crumb down the table.

2. Present dessert menu by opening the menu to the dessert section, say , “here is our dessert selection”
3. Inform guests on specials if any.
4. Take dessert order & write down the order on a KOT.
5. Depending on the dessert ordered the cover may be set. Set dessert spoon to the right & dessert fork to the left
of each guest cover.
6. Place dessert in front of the guest’s right. Serve children & ladies first. Announce the dessert to the guest while
serving. e.g. “Here’s your … Madam/Sir.
7. Accompanying sauces for the dessert if any may be served separately.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Serving Tea & Coffee.

STANDARD: Freshly brewed tea / coffee will be served at the end of the guest meal in minimum possible time

PROCEDURE:

1. Suggest Tea & Coffee at the end of guest meal.

2. Take order offering the choice we serve.
3. Write out a KOT.
4. Always find whether the guest would like to have tea / coffee with milk or without milk while taking order.
5. Prepare a clean & dry beverage tray with under liner.
6. Place Teapot (small for one portion & large for two portions). Place milk / creamer (small for one portion & large
for two portions). Proceed to the pantry for pick up.
7. Place teacup, saucer, and teaspoon on the right hand side of the guest.
8. Place sugar basin if not available in the table. Check whether enough of sugar sachets and equals are there in
the basin.
9. A small cookie will be placed on the teaspoon for all Tea / coffee orders. Place tea strainer if serving leaf tea
instead of tea bags.
10. In the pantry prepare tea by first rinsing the tea pot with hot water, placing one tea bag per portion or 2
teaspoons loose tea & then filling with hot water.
11. Take the teapot/ coffeepot, hot water pot (in case of tea ) & milk creamer on a salver to the table & offer to pour
“May I pour tea/coffee for you sir/ma’am”
12. Place the tea cup & saucer in front of the guest in the centre of the cover.
13. Leave the table after saying “please enjoy your tea sir ma’am”.

NOTE
 Guests who prefer light tea may ask for hot water, so serve in a hot water pot unless specified
 If there are more than three persons ordering tea then service can be done in two trips
 In the first trip place all the tea cups, saucers, teaspoons and the sugar pot, under liner, tea spoon
 In the second trip get the tea & offer to pour
 For breakfast the tea cup, saucer, tea spoon, sugar pot, under liner & tea spoon will be a part of the cover
 Service for filter coffee will also be same except coffee will be served in a coffee pot and milk or cream may be
served as per the guests liking
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Lighting a cigarette

STANDARD: F&B service personnel will be able to light guest cigarette quickly and efficiently

PROCEDURE:

1. If a guest picks up a cigarette within your view, light the cigarette (preferably from right but guest convenience is
more important)
2. Hold match stick between your thumb and index finger, (depending on convenience) and strike it away from
yourself and away from guest
3. When lit, holding the match stick with the same fingers, keep the rest of the fingers around the match stick,
forming a cup (thus preventing the flame from being blown)and light the tip of the cigarette
4. Turn away from the guest, extinguishing the flame by fanning it out
5. Keep the burnt match stick back in the match box in the opposite direction (can be discard later in the pantry)
Never put it in the guest ashtray.
6. Avoid getting too close to the guest’s face and be careful with bearded guests.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Presenting and Settling checks

STANDARD: Station holder will present accurate checks to the table as soon as the guests ask for it.

PROCEDURE :

1. The cashier must be alerted about the guest's check as soon as the meal is complete.
2. The steward will check the check for accuracy.
3. Always check the items in the check to ensure that it is the same as in the order. Also check for the price.
4. Keep the check ready at the side station in a folder accompanied by a guest comment card.
5. Be alert to the signs that guests may want their bill.
6. As soon as the guest asks for the check, it should be presented to the host from his right side with a pen,
announcing “your check Sir / madam.
7. Leave the guest alone to pay in their own time.
8. The steward will be observant & clear the folder as soon as the guest places a credit card, cash in the folder or
signs the check.
9. Take the cash / CC to the cashier & return with the change or charge slip for the guests signature.
10. Place the folder in front of the guest and announce “your change Sir /madam” or
“May I have your signature Sir/Ma'am.”
11. Give the signed charge slip to the cashier & return one copy of the check & guest copy of the charge slip along
with the credit card to guest.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Handling special checks — Void, NC, and Fast Check out.

STANDARD: All bills must be processed & settled accurately

PROCEDURE :

A) Void checks
In case a check has to be voided for any reason, the word void must be written across the check in bold
letters. An explanation must also be written on the check along with the reference number of the new check.
The manager’s signature must be taken on all void checks.

B) NC’s
A NC KOT must be written out for all complimentary checks. The manager’s signature must be taken on all NC
K.O.T.s

C) Fast check out.

In case a guest informs the steward that he / she will be checking out soon, the cashier must be informed of
the same so that he may settle the check immediately & send the guest’s copy to reception.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Handling discounts and special billing.

STANDARD: All restaurant staff must be aware of all schemes, special billings being offered at the Coffee Shop

PROCEDURE:

1. All special rates for room guests, discounts etc must be communicated to all staff members through the logbook &
briefings.
2. A detailed chart of the same must be visible to all staff as well as the cashiers.
3. In case of special rates for room guests, the hostess must communicate the presence of the room guest to the
concerned staff member after she notes the room number.
4. In case of special discounts against certain cards, corporate discounts, cross promotional schemes with other
establishments etc, the steward must note down all relevant information as specified and / or let the cashier do
so.
5. In case of consulate people or diplomats, all taxes to be exempted. After noting down the consulate name &
number, signature of the guest to be taken on the check itself.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Clearing And Re – Setting Tables.

PROCEDURE:

1. Remove coffee cups and center items, glassware and ashtrays. (If you have kept the table tidy throughout the
service of the meal, these should be the only items left on the table when the guests depart)
2. The cups and saucers should be carried using either the two or the three –plate carrying technique. Do not
stack the cups. Glassware should be removed on a drinks tray. The remaining centre items are removed by
hand.
3. If tablecloths are used in the establishment, the table must be reclothed. If the table is reclothed after service
(when the restaurant is empty) use the clothing procedure described in procedure. If tablecloths are not used,
all tables must be carefully wiped down.
4. Whether the table is reset or not, ensure that all the chairs are returned to their original positions round the
table. Do not forget to check the chairs for crumbs.
5. Workstations are restocked with cleaned, polished equipment immediately after the completion of service in
preparation for the next service.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Thanking Guests

STANDARD: All guests are thanked in a warm & courteous manner when they leave the restaurant. Stewards/
stewardesses have to smile, make eye contact, and use hospitality phrases and calls guest by name

PROCEDURE:

1. Thank guest in a warm & courteous manner & say :

To residents
“Thank you very much Mr. Svenson, Enjoy your day / evening
“Thank you very much, Mr. Svenson, good night and sleep well”
“Thank you very much Mr. Svenson, we will see you in the morning, Sleep well”

To Visitors
“Thank you for coming, we hope to see you again soon”

2. If opportunity permits, then escort guest while going out of the restaurant and thank him again.
3. Along the way make some small talk with the guest, get their comments
Inform the Restaurant manager / F & B manager about any complaints, compliments, and comments immediately.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Setting up the buffet for breakfast

PROCEDURE:
1. The night shift will set up the breakfast buffet.
2. The counter will be thoroughly cleaned.
3. The counter adjacent to section II will be set up for breads, cheese & a fruit display. Suitable elevations for the
different items will be provided & covered with satin cloth.
4. Buffet service cutlery on B&B plates as under-liners will be set up appropriately on the counter. Depending on the
item in each food pan, ladles, tongs or long handled spoons will be placed.
5. Two hot plates for tea & coffee will be placed on the counter adjacent to section III.
6. Cereals in the special cereal jars will be placed on the counter.
7. Hot & cold milk will be placed next to the cereal jar. The special milk urns are to be used. A small glass bowl of
dry fruits are to be placed next to the cereals.
8. Empty curd bowls will be placed on the counter behind the cold counter.
9. Sambar katoris will be placed next to the long food pan on the hot counter facing the entrance.
10. If boiled eggs are on the buffet several egg cups & stainless steel tea spoons on a B & B plate will be placed on
the counter.
11. Nametags are to be placed on the silver name tag stands on the space behind the hot food counter.
12. A B & B plate with a bar spoon is to be placed in front of the cold counter. This is to stir the juices. All extra
cutleries for fruits, breads etc will be kept ready. One trolley will be placed against the counter just opposite the
hostess desk. This trolley will have large plates, juice glasses & extra buffet cutlery.
13. At 6.00 am crushed ice will be filled into the cold counter & the hot counter will be switched on.
14. The captain will ensure that the buffet counter is clean & neat and that all things are in place. Care must be taken
to ensure that all equipment used is spotless & polished.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Breakfast Buffet food pick up

PROCEDURE:

1. At 6.30 am the food pick up will begin.

2. Firstly all the breads in baskets & the cheese board will be picked up from the bakery & pantry respectively.
3. The bowls of fruit will be picked up from the pantry and placed in the cold counter.
4. A bowl of yogurt will also be picked up from the Indian section. This too will go in the cold counter.
5. juices & lassi will be picked up from the pantry.
6. Tea & coffee will be picked up in carafes & placed on the hot plates.
7. Hot & cold milk will be picked up from the Continental kitchen in the milk urns.
8. All the hot items will be picked up from the respective sections of the kitchen & placed in the predetermined
sections of the hot counter.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Setting up for lunch & dinner buffet

PROCEDURE :

1. The set up for the lunch & dinner buffets will the same as for breakfast with a few alterations.
2. Break fast items such as cereals & milk will not be present. One trolley will be placed next to the counter adjacent
to section II. This will contain dessert plates & AP spoons. This counter will be for desserts & will be prepared
accordingly.
3. The counter adjacent to section III will hold the soup tureens (2 nos.).
4. The cold counter will hold salads & raita.
5. A chaffing dish will be placed between the two hot counters. This will contain three dry vegetarian items.
6. Soup cups on saucers will be placed on the soup counter between the two chaffing dishes. Soupspoons on an
under-liner will also be placed on this counter.
7. The buffet set up must be ready by the following times: lunch 12.15pm, dinner 6.45pm.
8. Therefore the hot counters must be switched on an hour before the scheduled timings. Crushed ice should be
filled half an hour prior to the start of the buffet.
9. Buffet tags are to be placed for all hot items, non-vegetarian items & soups. This is the job of the hostess.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Pick up for lunch & dinner buffet.

PROCEDURE:

1. The salads will be picked up first from the pantry.

2. Soups will be picked up from the continental kitchen in the soup containers.
3. Hot food from the main kitchen follows next.
4. Desserts will be picked up from the bakery except for the Indian sweet, which will come from the Indian kitchen.
5. Indian breads will be picked up only when the first guest arrives.
6. All the buffet items will be checked for presentation and garnish.
7. A member of kitchen brigade checks the buffet on and off.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Clearing the Buffet

PROCEDURE :

1. Once all guests have served themselves from the buffet, they must be informed that the buffet will be cleared
shortly so that they may replenish their plates if required.
2. The timings for clearing the buffet are: Breakfast- 10.00am, lunch - 3.00pm, dinner - 11.00pm.
3. Switched off all three counters first.
4. The entire service cutlery will be removed & carried out on a tray.
5. The cold items will be returned to the pantry & hot items to the main kitchen. All bakery products will go back to
the bakery.
6. No food will be thrown away unless specified.
7. The counter will be cleaned thoroughly.
8. The counters will be covered with chaffing dish covers.
9. All the food must be returned to respective kitchen and the empty food containers will be send to Kitchen
stewarding.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Checking room numbers of in house guests.

STANDARD: All guests’ room numbers must be noted down when they enter the restaurant & noted down in the
buffet analysis register.

1. Hostess will approach the guest to find out the guest’s name and room numbers while they are being seated.
2. Always ask the guest politely. May I have your name and room number, sir/ ma’am?
3. If guest asks, why you want to know. He may be informed politely that it is for our records as well as if there is
any phone calls coming for him, we can identify him easily.
4. Write down the room number and guest’s names in the Buffet analysis register.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Communicating during service and maintaining decorum in the Restaurant.

STANDARD: All restaurant staff must conduct themselves in professional & courteous manner and exhibit proper
etiquette in the restaurant
PROCEDURE:

1. When communicating with anyone during service be brief and to the point. Do not ramble.
2. If guests ask for anything whether it is related to F & B or other departments, you should never say, “That’s not
my job” or “please check with the GRE for what tours we have.” You should be able to answer, if you do
not know say “I will find out for you sir”
3. If a guest asks for a dish, which is not in the menu say “sir, may I check with the chef and let you know?”
4. Never say “I am sorry I cannot help you” offer suggestions and alternatives.
5. Do not stand in groups and discuss in the restaurant.
6. Check your body language while in the restaurant. No pointing fingers or awkward gestures.
7. Keep requests brief but not rude.
8. When communicating with the chefs give clear instructions and speak with respect
9. Remember even though the door to the pantry & kitchen is closed the voice carry to the restaurant, so do not
speak with loud voices / yelling / shouting.
10. Treat the kitchen steward with respect, no throwing of cutlery / crockery / dishes for wash up and again no
shouting.
11. During busy times there should be no gossiping or useless chatter. Guest and work related issues should only be
discussed.
12. During service follow instructions given by the Restaurant Manager or F & B Manager. If you do not understand
than ask questions, but never say “yes” if you have not understood them.
13. Be open minded and willing to listen and consider suggestions and ideas from others
14. While communicating with the guest if you do not understand what they have said do not feel ashamed to say. “I
am sorry sir/madam I cannot understand could you kindly repeat”. If you still do not understand then
say “I am sorry sir may I call my manager”.
15. Do not talk negatively about your hotel/your colleagues/managers to others.
16. If you make mistakes then don’t try to hide them for the fear of reprimand, owe up to them. Sooner or later your
mistakes will be known.
17. Work together as a team, if you are not busy then help your colleagues who are busy.
18. Show patience if the bar and kitchen are busy and tempers are flying high.
19. Before leaving for duty always inform your supervisor or manager and wish him and your colleagues ‘Good
evening’, good night….’
20. Always wish your manager & colleagues when you start your duty.
21. Always attend all your F & B briefing take notes and ask questions.
22. Do not listen to customer's personal conversation.
23. Do not eat, drink, smoke, and chew gum in the restaurant.
24. Do not read newspaper/magazines in the restaurant
25. Obtain permission from supervisor if you need to take a small break.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Maintaining Guest History

STANDARD: Keeping an Update on Guest Birthday & Anniversaries.

PROCEDURES:
1. When reservations are made frequently by the same guest, ensure that the birthdays and anniversaries are
recorded.
2. Guests can then be felicitated on their respective birthdays & anniversaries.
3. Guests can be felicitated on their religious events etc.
4. An alphabetical record of guests with their special preferences and likes and dislikes are noted down and
followed strictly during their next arrival.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Handling complaints / special requests

STANDARD: To maintain high level of guest satisfaction

PROCEDURE:

In the absence of outlet manager the senior captain or captain will handle the situation in the following
manner

1. Listen to the complaint and analyses the situation.

2. Apologies to the guest and immediately solve the problem.
3. Let the guest know what action that you are going to do.
4. Show genuine concern.
5. Bring it to the attention of the manager later by entering in the log book.
6. In case the guest has a special request, all effort must be made to accommodate the request within specified
standards. However the captain / manager must be informed & consulted before any commitment is made. The
guest must never be refused anything at the first instance; instead the guest must be informed that we would get
back to him / her after checking with the concerned person if the request could be accommodated.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Stacking a Tray

PROCEDURE:

When stacking a tray with food or dirties several rules must be kept in mind.
1. Never mix silver & glass ware.
2. Always stack similar sized plates one atop the other ensuring that all are properly balanced.
3. Stack equipment in a manner that balances the weight on the tray equally.
4. In case of food, use food covers for all plates. If two layers of plates are being stacked, then the larger sized
plates must be kept at the bottom.
5. Keep all the heavy items towards the side of the person carrying the tray and the lighter items in the front.
6. If clearing dirty dishes, all the debris should be collected into one dish and stack all the dishes atop one another.
7. Never keep the glassware one inside the other.
8. Keep all the cutlery together, may be inside a dish.
9. While carrying the stacked dirty tray from one side of the restaurant to the dish washing, always cover the tray
with a tray cloth.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Handling light / small / medium tray

STANDARD: All stewards will carry trays in a professional and safe manner
PROCEDURE:

1. Pick up the service tray & use left hand to carry the tray (unless you are left – handed).
2. This is for your convenience, as you will be using your right hand to serve.
3. Place tray on left palm. Palm should be opened wide to support the base of the tray & maintain steadiness.
4. Carry tray at around waist level & the palm level must be lower than the arm as this will help support the base
of the tray and maintain steadiness.
5. Keep body straight & walk firmly with confidence.
6. Carry & transfer everything with the tray.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Cleaning Procedure in the night

PROCEDURE:

1. Every night the restaurant must be cleaned thoroughly.

2. House keeping must mop the entire floor & care must be ensured that all stains if any are scrubbed away.
3. The restaurant staff will clean the back area, roll warmer, fridge, bread basket shelves side stations, buffet
counter, bar, hostess desk and cupboards.
4. Any special cleaning as per a schedule or specified earlier must also be carried out.
5. A spring cleaning of the entire restaurant to be done once a month.
6. All furniture & fixtures to be dusted thoroughly.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Indenting.

PROCEDURE :

1. All store requisitions must be made in the night shift by the captain.
2. Separate forms must be made for general & food stores.
3. The par stocks decided upon must be adhered to.
4. Requisitioning must be made after verifying the physical stock in hand & keeping in mind the par stocks.
5. Store requisition days must be adhered to.
6. The requisition must be written neatly and should never over write. Corrections if any must be authorised by
the manager.
7. The manager’s signature must be taken on all requisitions before handing over the same to stores.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task: Store Pick Up.

PROCEDURE :

1. The steward assigned to pick up stores will take the requisition forms and trolley to the store.
2. He will verify the number of items issued against the requisition number.
3. If any item is not issued or is incompletely issued he will mention the same on the form in the specified column.
4. The steward will check all items to ensure that all are in proper condition & fit to be used for the purpose they
have requisitioned.
5. All items that are not required immediately in operation will be stacked in the proper place as specified.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Linen Exchange

PROCEDURE:

1. All soiled linen must be counted. Napkins must be bundled into tens. Discards must be separated.
2. Note down the count on the linen exchange form. Check the previous form for any carry forwards.
3. The linen will be taken to the linen room where the count will be verified.
4. Fresh linen will be exchanged for the soiled. Discards must also be exchanged for fresh linen.
5. A proper count must be taken before leaving the linen room.
6. Any carry forwards must be noted down in the form & the attendant’s signature taken on it.
7. The fresh linen must be stacked in the linen cupboard neatly with the closed fold facing towards the door of the
side board.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Handling Breakage

PROCEDURE:

1. Whenever a breakage occurs, the broken item must be kept in a box which is kept in the back area & a note of
the same on the breakage form is duly made.
2. Every Monday the same is to be handed over to the kitchen stewarding department & a requisition for the exact
number of items broken should be made. This requisition should bear the signature of the manager.
3. The broken items will therefore be replaced & par stocks maintained.
4. A monthly breakage report with the cost component specified is to be forwarded to the F&B office.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Maintaining registers / log book

PROCEDURE:

1. The restaurant will maintain certain registers to ensure all records are accessible.
2. A restaurant log book will also be maintained to communicate messages & instructions.
3. All registers will be maintained neatly & accurately as per the format.
4. Only those authorised to handle the registers will do so, unless specified by the manager or captain to do
otherwise.
5. The following are some of the records to be maintained attendance, inventory, tips distribution, credit card tips,
buffet control, reservation etc.
6. All formats like requisitions etc will be filed in separate files.
7. Every month end a report is to be prepared & forwarded to the F&B office. This report should contain a sales
analysis, analysis of food, general & linen consumption, absenteeism report & breakage report.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Maintaining Sales Board

PROCEDURE :

1. The white board at the back area will be duly filled in every day by the night shift.
2. Details such as non-availability, previous day’s sale, performance against budget, specials of the day, sales
figures of the other outlets will be penned down
3. A buffet analysis chart specifying the number of buffets done will also be entered in by the night shift.
4. The board will always be up to date, neat & presentable

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Inter Departmental co-ordination

PROCEDURE:

1. The restaurant will coordinate with all the other departments to ensure the smooth functioning of the department.
2. Although informal means of communication are to be used for routine tasks such as cleaning, changing light bulbs
etc, official formats are a must for tasks such as indenting, linen exchange, special maintenance jobs etc.
3. It is imperative that the restaurant coordinate with all other outlets in a professional & courteous manner, not only
to ensure the smooth functioning of the restaurant but also for the smooth functioning of the organisation as a
whole.
4. Kitchen coordination must be done regularly to ensure that there is enough supply of food on time. Kitchen must
be informed about :
 No. Of reservations
 Cancellations
 VIP’s
 Sudden upsurge in guest flow.
 Replenishment in buffet from time to time.
 Guest comments about food.

5. Relation with House keeping may include:

 Cleaning of restaurant
 Flower arrangement
 Uniforms
 Cloak room cleaning
 Linen exchange.

 Special cleaning
6. Coordination is required with Engineering, security, Human resource, accounts, Front
office, Kitchen Stewarding, Purchase, Stores, F&B controls Systems etc is also an
essential requirement for smooth operation.

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Par Stock / Inventory List

A CROCKERY SQUARE SHAPE Covers Quantity

1 Dinner Plate
2 Dessert Plate
3 B N B Plate
4 Tea cup with Saucer
5 Soup Bowl with saucer as under liner
6 Demi Tasse
7 Double Handle Brownie Cup

B GLASSWARE
1 Fancy Water Goblet (for table cover)

C FLAT WARE S.S. Mat finish

1 AP Fork
2 AP Spoon
3 AP Knife
4 Tea Spoon
5 Parfait Spoon
6 Ice Tong
7 Soup Spoon
8 Service Spoon
9 Service Fork
10 Cruet Set
11 Bread Tong
12 Steak Knife
13 Buffet Laddle
14 Pastry Tong
15 Demi Tasse Spoon
16 Soup Laddle

D HOLLOW WARE S.S. Insulated

1 Entrée Bowls 1 Portion
2 Entrée Bowls 2 Portion
3 Handi 1 Portion
4 Handi 2 Portion
5 Kadai 1 Portion
6 Kadai 2 Portion
7 Balti For Dal
8 Water Jug
9 Finger Bowls with saucer
10 Tawa 1 Portion
11 Tawa 2 Portion
12 Oval Platter 1 Portion
13 Oval Platter 2 Portion
14 Ice Cream Bowl

E HOLLOW WARE Crockery

1 Pie Dish
2 Chinese Bowl 1 Portion
3 Chinese Bowl 2 Portion
4 Egg Cup
5 Crucibles for preserves

F STAINLESS STEEL
1 Butter Dish
2 Ice Cream Bowl
3 Ice Bucket Dual Copper & S.S.
4 Straw Holder
5 Toothpick Stand
6 Roti Basket Small & Medium
7 Reserve Tag
8 Ash Tray
9 Serviette Holder
10 Bud Vase
11 Sugar Bowl
12 Tea Pot One Portion
13 Tea Pot Two Portion
14 Coffee Pot One Portion
15 Coffee Pot Two Portion
16 Milk Creamer 250 ML
17 Milk Creamer 450 ML
18 Tea Strainer with slop basin
G OTHERS
1 Hot Water Boiler Electrically Operated
2 Juice Dispenser Double Vault
3 Cereal Dispenser
4 Sizzler Set
 5 Mouth Freshener tray
6 Hot Plate Infra 3 Slots
7 Carafe Pot

H LINEN
1 Serviettes Self Bordered
2 Waiters Cloth
3 Wiping Cloth
4 Tea & Coffee Pot Cover

FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Marketing Strategies to up sell

How the foot fall would happen: -

 As we have plans to have Buffet for Breakfast, Lunch and dinner being usual, But still as we are closer to the
market where a lot of merchandisers will be visiting to do trading. Hence we would be targeting the market
segment.
 For Lunch special group discount coupons.

How in Room Guest can utilize our special Restaurants facilities: -

 Buffet Breakfast: - By giving special discount to the in house guest to their invited guest over breakfast –
Breakfast Meeting Special.
 Buffet Lunch: - By giving special group discount.
 FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

Task : Job Responsibilities

JOB TITLE: Assistant F&B Manager /Restaurant Manager

REPORTING TO: Food & Beverage Manager
RESPONSIBLE FOR: Executives, Captains, Stewards, Hostess
JOB SUMMARY: Responsible for achieving departmental budgets and maintaining the
service standards and guest satisfaction.
DUTIES AND RESPONSIBILITIES
Ensure outlet service standards as set.
Help in achieving departmental budgets.
Inter – departmental co – ordination.
Assisting F&B Manager in Inventory Management
Staff Interaction
On the job training of the staff
Guest interaction and feedback
Assigns duties and responsibilities to Captains and Stewards
Is a part of daily briefing procedures
Maintains Time Register and accident reports as required
Motivation of the staff
Helps the department head in staff appraisal

***********************************
JOB TITLE: Captain
REPORTING TO: Restaurant Manager
RESPONSIBLE FOR: Stewards, Trainee Stewards
JOB SUMMARY: Directs and assumes responsibility for the service of the restaurant or station
assigned to him and to give professional service ensuring maximum guest
satisfaction while adhering to standards and hotel’s policy.
DUTIES AND RESPONSIBILITIES
Before the restaurant opens, the Captain should check all tables to be sure they are properly set and ready to receive
guests. He should also check the steward stations to see that they are stocked with the necessary full condiment
containers, service utensils and extra glassware and flatware.
To attend briefing.
Be well versed with menu and project knowledge.
To take and understand work assignments
To maintain a high standard of personal appearance and hygiene at all times.

Be aware of hotel and departmental activities.

The Captain should constantly check on service by scanning the restaurant.
He should answer any question if a Steward is not immediately available. Also, he should make
sure the guests do not wait too long to be served between courses and occasionally ask if
everything is all right as he passes the tables.
The Captain should also check the furniture and fixtures before opening to see that they are clean and in good order.
The room temperature should also be checked and adjusted if needed.
A written checklist of all the items to be inspected
The Captain should intercede if difficulties arise between a guest and a Steward. He should report any problem that he
could not handle to the management.

The Captain is responsible for scheduling the service staff. Any special work assignment should be posted in advance,
as well as the regular schedule.
To organize efficient work routines for sub-ordinates and produce a cordial working atmosphere to motivate and to
give off an excellent performance
To be well acquainted with financial and sales targets and to work towards achieving them
***********************************
JOB TITLE: Steward
REPORTING TO: Captain
DUTIES AND RESPONSIBILITIES
To report for work on time in clean and proper uniform, well groomed
To attend briefings: -
Be well versed with menu and product knowledge.
To take and understand work assignments
Be ware of the hotel and departmental activities.
To maintain a high standard of Personal appearance and hygiene at all times.
To receive order from the Captain and to execute it as per laid down standards
For Room Service Steward
Sets the order on the tray/ trolley as per KOT instructions
Picks up prepared food from kitchen at pre determined time.
Serves order in specified time keeping guest satisfaction as main objective.
Gets the check cleared – signed/ paid.
Clears the tray/ trolley in appropriate time from room
To be able to execute other assignments like linen exchange/ flowers/ silverware polishing etc
To attend training classes as per schedule
To maintain good working relationship with fellow colleagues and other departments
To maintain courteous and disciplined behavior in work place
To have complete understanding of and adhere to the hotel’s policy relating to fire, hygiene, health and safety.
To have a complete understanding of hotel employee’s handbook and adhere to the regulations contained in it.
To be aware of all billing instructions/ cashiering/ accounting policies and procedures
To be well acquainted with financial and sales target.
To take inventories.

To work in any other outlet as specified from time to time.

JOB TITLE: Hostess
REPORTING TO: Restaurant Manager
JOB SUMMARY: To receive guests courteously and to escort them to the assigned table in the
restaurant.
DUTIES AND RESPONSIBILITIES
To report for work on time and in a clean and proper uniform, well groomed
To attend daily briefing: -
Be aware of latest hotel and restaurant activities.
Be aware of the restaurant products on offer.
Be familiar with all VIPs in house.
Be aware of cover forecast for individual meal period.
Take job assignments as allocated by the Restaurant Manager.
To ensure cleanliness of Hostess and Telephone desk making sure that: -
The telephone is cleaned.
All menu cards are adequate and clean.
Reservation register is updated.
To answer all incoming phone calls.
To maintain a high standard of personal appearance and hygiene at all times.
To know floor layout, stations and table numbers to allocate tables to guests promptly and efficiently.
To greet guests at entrance and escort them to their respective tables
To present menu cared as per meal period.
To convey guest comments, if any immediately to the Restaurant Manager
To maintain menu cards and change them as per the meal period
To be courteous and have a flair for public relations

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FOOD & BEVERAGE

Standard Operating Procedure Dept – Panorama

 Task : Daily log book

OUTLET: - ________________________________
DATED: - __________________

Sale Figures: - TODAY’S SALE MONTH TO DATE YEAR TO DATE SALE

Budgeted Sale
Achieved Sale
Variance

Sale Break up: - TODAY’S SALE MONTH TO DATE YEAR TO DATE SALE
Food Sale
% Of sale against total sale
Beverage Sale
% Of sale against total sale
Liquor Sale
% Of sale against total sale

TOTAL STAFFING: -
Present: - ___________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________
___________________________________________________________________________________________
Absent: - __________________________________________________________________________________________________
___________________________________________________________________________________________
Leave: - ____________________________________________________________________________________
__________________________________________________________________________________________
Sick: - _____________________________________________________________________________________
__________________________________________________________________________________________
Pending Jobs: - ___________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
Kitchen Activities: - ___________________________________________________________________________________
__________________________________________________________________________________________
Not Available Items: -
____________________________________________________________________________________

Problems Faced And Action Taken: -

___________________________________________________________________________________________
___________________________________________________________________________________________
__________________________________________________________________________________________________________

Prepared By: - OUTLET MANAGER: -