XXX Restaurant Standard Operating Procedures Manual

xxx Restaurant
Standard
Operating
Procedures
Manual
Index
1. General Information
1.1 Hotel Information
1.2 Introduction of the F&B Operations
1.2.1 xxx Café és Conditorei
1.2.2 xxx and Lobby Lounge
1.2.3 xxx Restaurant
1.2.4 The Bistro xxx
1.2.5 xxx Restaurant and Sushi Bar
1.2.6 The Executive Lounge
1.2.7 Room Service
1.2.8 Mini Bar
1.2.9 Conference and Banqueting
1.3 Work Schedule
1.4 Overtime
1.5 Holidays
1.6 Meal Times and Breaks
1.7 Toilets and Changing Rooms
1.8 Discipline
1.9 Appearance
1.10 Personal Hygiene
1.11 Rules and Regulations
2. xxx service values
3. You and Your Department

3.1 Organisation chart
3.2 Floor Plan
3.3 Operating Hours
3.4 Menus
3.5 Uniform
4. Linen Procedures
5. Service Rules / Sequence

5.1 Hostess
5.2 Waiter
5.3 Do’s and Don’ts
5.4 Order Pad/ Captain Order
5.5 Essentials of Table Service
5.6 Station Preparation
6. Setting and Clearing of Tables

6.1 Setting a Table
6.2 Loading Trays
7. Our Standards
7.1 Useful Tips
7.2 General Standards
7.3 Service Standards
8. Licencing Laws
9. Service of Beverages
9.1 Service-Wines
9.2 Aperitifs
9.3 Other Beverages
10. Health and Safety
11. Management of Stock

11.1 Placing Orders
11.2 Inter-Transfers
12. Accidents
12.1 Guest Accident Report
12.2 Employee Accident Report
13. Damages to Customer’s Clothing
14. Trouble/ Maintenance Report
15. Lost and Found

1. General Information
1.1 Hotel Information
The Xxx Ggg Hotel Vvv is the second Xxx hotel in CCCCITY. Xxx Hotels International is a XXXcountry
based company.
The hotel is located in the heart of ccc ssss nnn, where the renovation of the hotel is part of the redevelopment
the Ggg Boulevard. The hotel is within walking distance to the Opera house, major theaters and attractions,
close to the main business districts and shopping area.
Our Hotel has 6floors with 414 well appointed rooms, an executive floor, fitness center, business center and
its own parking garage.
Hotel Contacts:
Xxx Ggg Hotel Vvv
xxx
Tel.:
Fax:
E-mail:
Who is Who?
General Manager : …
PA General Manager : …
Rooms Division Manager : …
Front Desk Manager : …
Executive Housekeeper : …
Director of Marketing : …
Director of Sales : …
Director of Public Relations: …
Chief Engineer : …
Director of Human Resources : …

MIS Manager : …
Training Manager : …
Financial Controller : …
Chief Security : …
Director of F&B : …
Assistant F&B Director : …
F&B Coordinator : …
Executive Chef : …
Executive Sous Chef : …
Kitchen Coordinator : ..
F & B Operation Manager : ..
Director of Conference and Banqueting: …
C & B Service Manager : …
Chief Steward : …
1.2. Introduction to the F&B Operations
The Xxx Ggg Hotel Vvv is going to form an integral part of the international business community in the Ggg
Street. Aided by its light colors and modern looks with regards to building design and interior decoration, we
are convinced that a modern food concept leaning towards Mediterranean/Modern European will be the right
concept for our customer target group. Quality food, accepted by people from all walks of live, supported by a
young efficient service team is rare and will create a trendy vibe which will not only be competitive towards
other hotels but also to fashionable Restaurants in and around CCCCITY. Apart from our in-house guests, a
lot of high-income young professionals will choose our outlets to enjoy the international flair and to “see and
be seen”.
1.2.1 Vvv Café és Conditorei
The Vvv Café & Conditorei is situated on the right hand side of the front entrance of the hotel with access on
the main Street and have terrace seating both on the Street and in the Atrium.
Décor is in the style of traditional Hungarian/ Viennese Coffee House with timber floors and walls, a large
refrigerated cake& chocolate display and shelving behind the counter for coffee displays.
We offer freshly grounded coffees served in various styles. We also serve freshly prepared pastries, home
made chocolates and offer a separate ice cream card as well as a full alcoholic and soft drink beverage card.
The main focus of the young service team will be efficient and friendly service in order to create a
cosmopolitan atmosphere, accessible for everybody.
Definitely Café will not be the usual coffee shop, but a place which keeps up with modern trends and the
desire to “see and be seen”.
Opening hours & Seating Capacity

Opening days: 7 days a week
Meal Hours: 7.00hrs to 22.00hrs
Seating Capacity: Outdoor Terrace: 20

Indoor Terrace: 52
Inside: 85
Unique Selling Point:

- Home made paistries and chocolates
- Home made ice cream
- Coffee roasting
- Take away
1.2.2 Le Bar Vvv
Part of the lobby level and located close to the Front Desk. An elegant and relaxing lounge serving light
snacks. The ideal place to meet for an aperitif or an after dinner drink. Light entertainment is provided by the
resident musician.

Opening hours: 7.00hrs to 1.00hrs
Seating Capacity: Le Bar: 45

Lobby Lounge I: 48
Lobby Lounge II: 48
Unique selling points:

- Piano and live entertainment
- Patio in the Atrium
1.2.3 La Brasserie Vvve Restaurant
The Brasserie Vvve is situated in behind the Bistro Vvv and along the left hand side of the Atrium. It is the
largest restaurant outlet, open all day serving breakfast, lunch and dinner and has tables in the Atrium. The
décor is based on a Parisienne Brasserie with Jugendstil, the floors are mosaic and stone which will be the
perfect environment for meetings and professionals who want to carry on with their business during lunch.
The restaurant offer light contemporary French and Hungarian dishes with emphasis on fresh products.
Service is to be quick & pricing affordable, offering daily lunch specials.

Meal periods: Breakfast: 7.00hrs – 10.30hrs
Lunch: 11.30hrs – 18.00hrs
Dinner: 15.00hrs – 23.00hrs
Seating Capacity: Restaurant: 160

Atrium: 72

- Open kitchen
- Dining in the Atrium
1.2.4 Le Bistro
The Bistro Vvv is situated on the left hand side on the front entrance with direct access from to the main
Street and has a terrace seating on the street.
The menu includes French and Hungarian dishes, fresh seafood and daily changing rotisserie specialties and
take away gourmet sandwiches as well.

Opening hours: 11.00hrs-22.00hrs

Indoor Terrace: 16
Outdoor Terrace: 16

- Seafood display
- Rotisserie ( 2 different items daily )
- Sandwich bar
1.2.5. RRR Restaurant and Sushi Bar

The RRR is located at the end of the left hand side of the Atrium. This is Xxx’s successful Far Eastern
concept currently located in two of our properties, PPP/Palace- XXXcountry.
We serve Southeastern Asian dishes and have an open sushi bar.

Opening days: Monday to Saturday
Opening hours: 1800hrs-2400hrs

- Live cooking
- Authentic Asian cuisine prepared by HB from Malaysia
- Sushi prepared by Japanese Chef ST from Tokio
1.2.6 Executive Lounge
This is an exclusive facility to the Executive Floor Guest. The Executive Lounge is situated on the Mezzanine
Floor of the hotel. It has a reception, a boardroom, Internet e-mail business services as well as separate check-
in and check-out.
All food and beverage items available are complimentary. This includes continental breakfast, light snacks,
afternoon tea, coffee, canapés and soft drinks. A full cocktail and alcoholic beverage card is also available.
The décor is semi modern comprising walls, wooden columns, and a wrought iron balustrade entrance and
square pattern carpet. The Lounge has a spectacular view on the Street.

Opening hours: 6.30hrs-21.30hrs
Seating Capacity: 40
1.2.7 Room Service
Room Service is the principal choice for personalized dining in the hotel.
The room service menu will mirror the dishes served in the various outlets.

Opening days: 7 days a week, 24 hours
1.2.8 Mini Bar
The Mini Bar in each guest rooms offers a variety of spirits, soft drinks, juices and nuts at competitive
prices .It is for all guests staying in the Xxx Ggg hotel Vvv. It is basically a personal bar where the guest can
help himself and the consumption is charged to his room.
Promote sales and profits by offering a choice of established top selling products, both alcoholic and non-
alcoholic beverages and snacks. Only a limited selection of liquors will be available.
Operating hours: 7 days a week, 24 hours
1.2.9 Conference & Banqueting
With a ballroom for up to 500 guests, a pre-function area, Meeting rooms Conference & Banqueting facilities
are truly exceptional.
With a full range of audiovisual equipment and services of excellence, the C&B department provides the
perfect package for all our clients.
Function Rooms Location Approx. Pax
Ballroom M Level 500

FR1… M Level 150
FR2 M Level 500
FR3 M Level 70
FR4 M Level 70
FR5 M Level 50
FR6 M Level 50
FR7 M Level 80
FR8 M Level 80
FR9 M Level 250
FR10 M Level 25
FR11 M Level 25
FR12 M Level 50
FR13 M Level 40
FR14 M Level 40
Exhibition Centre 750
FR15
FR16
FR17
FR18
FR19
FR20
FR21

- Largest banqueting facilities in CCCCITY
- Day light in every function space
- Up to 29 break out rooms
- Fully refurbished century old ballroom
- Creston system to manage functions with complex AV
1.3 Work Schedule
The timetable is located on the wall next to the mise en place area at the back office. It is prepared every
Thursday and displayed one week in advance.
The working week at the Xxx Ggg Hotel Vvv begins on Monday and finishes on Sunday. Within that week
you are entitled to two rest days. However, if business levels are high you may occasionally be asked to work
on one of your rest days. This however, is very rare and you will receive this day off at a later date.
All requests for days off must be given to the Manager in advance. Any changes being made must first be
approved by the Manager.
1.4 Overtime
All overtime will be cumulate and will be given back as day off.
1.5 Holidays
Refer to staff handbook. All holidays within the department are at the discretion of the Manager. Our busiest
times of the year are from March till June and from September through to November. It may therefore not be
possible to request holidays during this time.
Before booking your holiday you must get an approval for the requested period. It may not be possible for
you to go.
A months notice is required for leave applications.
1.6 Meal Times and Breaks
All breaks must be taken in the staff canteen. No staff are allowed to leave the hotel during working hours and
in uniform.
There is strictly no eating, smoking, drinking, chewing gum allowed anywhere else in the hotel.
Due to business demands, the breaks are flexible. Please be patient and don’t worry – you will not starve!!!
1.7 Toilets and Changing Rooms
Are located on the -1 service level of the hotel and are the only toilets you are permitted to use within the
hotel. A locker is provided for you clothing, however do not leave any valuables inside. Please keep the
locker area clean and tidy – your colleagues will appreciate it!
No items belonging to the hotel are allowed to be kept there!
1.8 Discipline
 Remember that you are being seen at all times – please conduct yourself accordingly!
Every member of staff must always be immaculate in dress and bearing. There must be
no aimless running and needless discussions amongst staff in public areas – or evidence
of not being able to carry out your duties. This attitude must be carried within the entire
hotel and especially in all front of house areas, and kitchens. The service trademark
should be relaxed efficiency.
 Whenever possible, greet the guest by name, in a polite and formal manner. Lengthy
conversations with guests are to be avoided, but do not be abrupt. Brief conversations
with guest are permitted, but do not neglect other guests. Personal contact with guests is
not permitted. Do not interrupt and do not loiter. Joining a guest at a table while in
uniform, is not allowed.
 Stay at your station at all times. If you have to leave for a short time, make certain that
your partner or supervisor is covering you.
 Never argue with a guest, right or wrong! Call the manager or assistant.
 Always attend to the guest immediately. Do not neglect the guest, even if he/she is
not sitting in your station. Any request addressed to you should be taken care of by
yourself, personally, and as quickly as possible. Do not try to find the colleague who
is in charge of the station. Take care of the request first, then advice him/her later
and hand-over follow up actions. Your colleague will help you in the same manner
one day, and the result of this courtesy is a guest impression of a speedy, cheerful,
harmonious and bureaucratic service.
 Avoid congregation or entering into conversation on the floor with other members of
staff.
 When guest are seated at late hour, refrain from sarcastic remarks and expressions. The
guest may believe you are referring to him/her.
 Ensure that your uniform is spotless, clean, properly ironed and well maintained.
 Use a deodorant. Do not use strong and over-bearing colognes or perfumes. Make certain
your uniform is well presented at all times, you jacket cleaned, and you shoes polished.
 Personal calls may not be received when an employee is on duty. Messages are only
taken in emergencies. Never use a telephone in a public area. They are only for our
guests. Carrying a personal mobile phone is not allowed.
 It is against house rules to visit the hotel or any part of the Xxx Ggg Hotel Vvv
when you are not scheduled to work or not on official business. If you wish to show
family or friends around or visit an outlet on your days off, you must receive permission
from the F&B Operation Manager at least 48 hours in advance.
This will then be followed through by the Personnel Manager and the Security Officer. If
you are permitted to visit the public areas, ensure you are dressed appropriately and
according to the hotel dress code.
 All lost and found articles must be referred to the Manager who will hand them to the
Security.
 Gambling, fighting, theft and drugs are not allowed on the premises of the hotel.
Anyone found involved with any of the above will be dismissed instantly, and face
possible prosecution.
1.9 Appearance
Female : Black shoes (no noisy heels)

Long hair tied back
Plain black discreet hair clasp to be used
Discreet watch
Discreet facial make-up and lipstick
Wedding ring and one simple ring only
No bangles or bracelets
No ankle chains
No visible tattoos
No facial jewelry
Trimmed and clean nails
Natural / discreet nail polish allowed
No strong perfumes
Flesh pantyhose
Male : Black shoes

Black socks
Wedding ring or discreet signet rings only
No visible tattoos
Smart hairstyle, suitable for hotel environment,
No strong after-shave
Dark colored belts only
Discreet watch
No beards / moustaches
No earrings or bracelets
Uniforms to be neat, pressed and clean at all times. No buttons are missing, seams down. Jackets/waistcoats
to be worn closed.
1.10 Personal Hygiene
 Is your uniform clean and fresh?

 Change your shirts/blouses daily
 Change your jacket at least once a week, more often if appropriate
 Keep your uniform tidy in your locker
 Polish your shoes
 Keep your shoes in a good condition, i.e. heel, etc.
 Brush your hair to ensure you look smart
 No long hair for men, ladies to tie it back
 Wash your hands if you have been smoking or to the toilet
 Keep your nails clean and trimmed. Food handlers should not be wearing nail varnish
 Cover any cuts with clean, color coded plaster.
1.11 Rules and Regulations
See Employee Handbook for general hotel rules.
 No smoking, eating, drinking, chewing gum allowed anywhere within the department
 Ensure your appearance is neat and tidy from top to bottom. Look in the mirror!
 If you are sick and scheduled to work, please ring as early as possible before your shift and
speak to the manager on duty. Never ask someone else to pass on a message for you. If the manager is not on
duty yet (early morning hours), speak to the night manger of the hotel
 Observe the fire regulations and be familiar with them and how to behave in the event of a fire
occurring
 Report anything that is broken or dangerous to use within the department to the manager
 Never run in the bar or public areas
 Obscene language will not be tolerated towards guest or fellow colleagues
2. Xxx Service values
1. OUR GUESTS EXPECT AN IMMEDIATE, WARM AND GENUINE GREETING AND

GOODBYE
How we should greet and say goodbye to guests:
Face to Face
Establish eye contact and smile the instant you see a guest.
Greet all guests warmly by name if known.
Recognise regular guests with a welcoming comment.
Offer help enthusiastically.
Acknowledge all waiting guests instantly.
When saying goodbye, smile and thank the guest using their name if known. Add a personal comment such as
wishing them a pleasant day or enjoyable stay and always invite them to return.
On the telephone
Answer all calls within 3 rings or if there is a delay thank the caller for waiting.
Greet the caller in a friendly and unhurried manner by saying "Good morning/afternoon/evening", the name
of the department and your name and "how may I help you?" for internal calls. For external calls "Good
Morning /Afternoon/Evening", name of hotel and "how may I help you?
Meet the caller's needs or transfer the call, take a message or offer to call back.
Check back frequently if the caller wishes to hold.
For messages record who it is for and from / the message itself, time, date and your name. Repeat back
message to caller. Pass on message within 10 minutes.
When saying goodbye, thank the caller warmly by name, restate your name for future contact if appropriate,
and be last to put the telephone down.
The Benefits of this
For guests they feel welcomed and recognised.

For you establishing a positive relationship with the guest.
For Xxx Hotels International, the quality of the guests' first and last impression helps to ensure they return.
2. PRESENTING IN A PROFESSIONAL WAY
Our guests expect that our people and surroundings project a professional positive and caring image.
How we present ourselves and our surroundings professionally
Follow the hotel uniform code -it is not what is worn but how it is worn that promotes a professional image.
Keep uniforms clean and pressed.
Name badges always to be visible to guests.
Shoes to be clean, polished, in good condition.
Hair and nails to be clean and tidy. Long hair to be tied back.
High standards of personal hygiene to be maintained.
Accessories worn, for example jewellery, to be discreet.
Always wear uniform when serving guests.
Never eat, drink or smoke in view of guests.
Never chat to colleagues when serving guests.
When passing guests always give way and acknowledge them with a smile or kind remark.
Always keep a good posture and friendly expression when in public areas.
Always stand when speaking to a guest.
Present yourself clearly, concisely and accurately -in writing and on the telephone.
Be patient when communicating with guests where there is a language difficulty.
Keep your work area clean, tidy and well maintained with noise levels kept to a minimum.
For guests more confidence in employees who look and sound
professional.
For you, taking care of your appearance shows pride in your work.
For Xxx Hotels International, confidence in you leads to trust in our hotels.
3. DELIVERING THE SERVICE PROMISE
Our guests expect to feel reassured that our service promises will be delivered reliably, sensitively and
consistently.
How we deliver the service promise
Respect guest security and confidentiality. Always politely ask the guests for their key card when issuing keys
or when charging to a guest account. Never announce or disclose a guest's room number.
Promises made to guests must be honest, realistic and delivered on time every time.
Ensure if you promise something on behalf of another department, that it can be delivered.
Where a promise cannot be met such as a delay in service, inform the guest before the guest complains.
Apologise, give reasons and offer alternatives.
Always ensure that information given to guests is correct.
Take a personal responsibility for following through guest requests and queries. Be positive in everything you
say and do. Avoid phrases like "I'm sorry but ..." "Unfortunately...". When you have actioned a request tell the
guest what you have done and when.
Be sensitive to guest's needs for privacy by being attentive but never intrusive. Never interrupt guests
unnecessarily when they are in conversation.

For guests, delivering our promises builds trust.
For you, getting it right first time, saves time.
For Xxx Hotels International, it means guests will return.
4. EXCEEDING THE GUEST'S EXPECTATIONS
Our guests are delighted when we exceed their expectations.
How we exceed guest expectations
Anticipate guest needs and offer service before the guest asks for it, for instance offer babysitting to a family
with young children.
Delight guests where possible with an added value comment or compliment or by giving extra service. For
instance escort guests rather than direct them.
Be sensitive to the needs of special guests, such as the elderly, the disabled and children.
Note guest's personal preferences and offer these spontaneously next time.
Alert other departments to guests' special requests or needs, for instance guests' birthday, or a special diet, and
surprise them.
Never tell guests to contact other departments. Always contact departments on their behalf.
Be ready to make knowledgeable suggestions and to promote hotel services and other Xxx Hotels by keeping
your product knowledge up to date.
Be sensitive to the needs of guests and offer assistance anywhere and at any time
For guests, exceeding their expectations makes them feel good about themselves and the service we offer.
For you, it makes your job more rewarding.
For Xxx Hotels International, we build a reputation for superior service.
5. HANDLING GUESTS' CONCERNS & COMPLAINTS
Our guests expect that we take a personal responsibility for dealing with their concerns and complaints
sensitively, promptly and politely.
How we should deal with concerns and complaints
Anticipate. Look out for signs of dissatisfaction and act promptly.

Encourage and make it easy for guests to comment on our service. Ask relevant questions.
Receive all concerns and complaints in a calm and positive manner away from other guests.
Once the guest has explained a concern/ complaint, the guest should never have to repeat it a second time.
When handling concerns and complaints
-listen calmly and sympathetically without interruption;
-note down relevant details;
-acknowledge the guest's concern and feelings; thank the guest for his/her comments;
-take personal responsibility for handling the concern/ complaint; -take appropriate action -advise the guest of
the steps you can take or offer alternatives;
-if the complaint cannot be resolved immediately, tell the guest what you will do and by when;
-refer the guest to a more senior person if the guest is not happy with the solution on offer;
-follow up that action has been taken and guest is satisfied;
-record all complaints so we can learn from them ( to the logbook)
-investigate reasons to ensure situation is not repeated
For guests, recognition and reassurance that their concerns/ complaints are dealt with promptly.
For you, the satisfaction of seeing a concern/ complaint through to a satisfactory conclusion.
For Xxx Hotels International, complaining guests can become loyal customers when they are handled well.
How we support each other
Recognise that your actions are part of our total service chain and colleagues are your internal customers.
Think ahead about changes to work routines. If colleagues will be affected tell them and give reasons.
Take opportunities to get to know other people's jobs -both those of immediate colleagues and those in other
departments.
Assist colleagues willingly when they are under pressure or have a problem.
Thank or compliment colleagues when they give you help and support.
Take responsibility for keeping colleagues informed. Always play your part in the team by achieving your
work to a high standard and on time.
Ensure handovers between shifts are carefully and accurately
recorded.
Always be prepared to train, coach and pass on your experience to
new Colleagues.
Always take full responsibility for your mistakes and never shift the blame elsewhere.
Always work in a healthy and safe way for the benefit of yourself, your colleagues and your guests. Always
leave any staff facilities in the state you would like to find them.
For guests, good teamwork provides a consistently high quality service.

For you, good internal relationships make work easier and more fun.
For Xxx Hotels International , good teamwork enables us to deliver our service promises reliably and
consistently.
3. You and Your Department
3.1 Organization chart
3.2 Floor Plan
3.3 Operating Hours

Operating hours : Daily - 07h00 to 23h00
Breakfast- 07h00 to 10h30
Lunch - 12h00 to 18h00
Dinner - 18h00 to 23h00
3.4 Menus
3.5 Uniform:
Uniforms to be neat, pressed and clean at all times. No buttons are missing, seams down. Jackets/waistcoats
to worn closed.
Hostess/ : White blouse

Black skirt
Waiter : White shirt

Black trousers
Black waistcoat
Bow tie
White, long bistro apron
Waitress : White blouse

Black skirt
Black waistcoat
Bow tie
White, long bistro apron
No member of staff is allowed to leave the premises wearing their uniforms.
4. Linen Procedures
 Linen is taken back to the linen room once a day between 10.30 and 11.30.
 When counting the linen, count napkins in 10’s and bind them, fold everything else grouping
into appropriate sizes
 No linen to be left lying around – it looks untidy, sloppy and unprofessional.
 All dirty linen being returned will be entered into outlet linen control book – dirty replaced with
clean, item for item.
 Under no circumstance will napkins be used for cleaning.
5. Service Rules
5.1 Hostess
MACRO FLOW FOR HOSTESS
Opening
Procedure
s
H-1, H-2,
H-3
Attend line up. H-4
Hostess greets guests. H-5

Log guest’s full name and Host(ess) to ask if Log long distance / local
room number. Hotel guest is hotel or local. Local phone number and full name.
H-5
Check Guest Recognition

Daily Sheet for eventual
name match.
Accurate seating and

flow/count. H-7
Escort guest. H-8
Assist with kids if Assist with chairs and

necessary. hand out menus. H-8
Record guest
preferences and
Communicate guest use guest name.
name and status to H-6
Server. H-9
Internal/External guest
assistance. H-10,
H-11, H-12
Closing Procedures
Fond
Farewell
H-13
Micro Process for Host/ess
H-1 Expected Outcome: Host stand is clean, organized and well stocked.
What: According to CGHR Basic #11
How:
Keep the Host stand very clean, “Uncompromising levels of cleanliness are the responsibility of every
employee.” The Host stand is the first thing the guest sees when they enter the dining room. Keep all the
information on the hotel and surrounding area handy and neat. Don’t let the guest wait longer then they need
to. Have your reservation sheet at your touch and keep it updated. Have plenty of pencils, pens, and paper at
the host stand. Have it close and ready to write so that if a guest on the telephone needs to leave a message
then there will not be a lot of wasted time.
H-2 Expected Outcome: Host person makes sure menus are immaculate and available.
What: Menus are clean, new, and in abundance.
How:
1. Check the menus daily and change the ones that are not new looking.
2. Be aware of the forecast and be sure that there are enough menus to cover the forecasted amount
plus more
3. Check menus for cleanliness as they return from tables. Wipe clean or replace as necessary
H-3 Expected Outcome: Host person makes sure wine lists are immaculate and available.
What: Wine lists are clean, new, and in abundance.
How:
1. Check the wine lists daily and change the ones that are not new looking.
2. Be aware of the forecast and be sure that there are enough wine lists to cover the forecasted
amount plus more.
3. Check wine lists for cleanliness as they return from tables. Wipe clean or replace as necessary.
H-4 Expected Outcome: Host person must be aware of the daily specials.
What: According to CGHR Basic #15, “ Be knowledgeable of Hotel information to answer guests
inquiries . . .”
How: Attend Line-up, Chef will present and explain daily specials/features. Record specials and have
readily available for reference at the host podium.
H-5 Expected Outcome: Host person greets guests and provides a warm welcome
What: Statement of proper CGHR greeting. Every guest is greeted immediately, using guest’s name when
known.
How:
1. Stop what you are doing completely and look up.
2. Establish positive eye contact.
3. Greet them accordingly: “Good morning (afternoon, evening) Mr. Smith, welcome to The
Brasserie Vvve.”
4. Acquire the guest’s last name and room number for the record and for the servers: “Did you
happen to have your name with us this Morning . . . Afternoon . . . Evening?” If they answer no
then ask for it: “Do you mind if I write it down for my records? ”Use the proper verbiage to seat
a guest, “Mr. Smith, if you would like to follow me right this way I have a lovely table ready for
you.” When the Host person seats a single guest offer him/her a newspaper or magazine.
H-6 Expected Outcome: Host person uses guest name when possible.
What: To show the finest personal service
How: If you are on a smart phone (one that shows the name and room number of the person calling) use the
name.
When greeting guests as they arrive to the restaurant, ask for their name and record it if it does not already
appear on the reservation sheet. After writing down the guest’s last name use it when ever possible. Once you
seat the guest record the table number on the reservation sheet next to the guest’s name for future use.
H-7 Expected Outcome: Accurate seating/flow count.

What: Even rotation of station assignment/flow count.
How:
1. Check floor plan and sections for available tables.
2. Check guest count sheet to determine which server is to be seated next.
3. Never bring guest to unprepared table
4. Always seat hotel guest first
H-8 Expected Outcome: Host person seats guest.

What: According to CGHR standards.
How:
1. Once the last name and room number are written down, then take the guest to their table: “Mr.
Smith, if you would like to follow me right this way I have a lovely table for you.”
2. Escort the guest to the table. Watch the speed when dealing with older guests.
3. Pull the chair out for the lady guests then the gentlemen if they have not already sat. Offering the
best seat/view to the ladies at all times.
4. Take the napkin from the guest’s right and lay it across their laps, ladies first. Proceed to the
gentlemen if they have not already done so.
5. Next, present menus from the guest’s right, ladies first.
6. If there is a single diner then offer him/her a newspaper or magazine to read. “Mr. Smith, would
you care for a newspaper or magazine to read?”
7. Last let the guest know the server will be there soon and quietly step away. “Your sever will be
with you momentarily, please enjoy your meal.”
H-9 Expected Outcome: Host person ascertains and communicates guest information to server.
What:
How: Once the guest is seated, let the server know where you seated the guest, and what the guest’s last
name is. Inform server of any Guest Communiqués or special requests the guest might have told you about:
Anniversary, Birthday, Vegetarian, special needs – allergies diet, etc.
H-10 Expected Outcome: All requests handled quickly and efficiently

What:
How: Handle the request if you can and have the capacity to do so. If you cannot, then let the proper person
know about the request. Relay the information of your progress to the guest if necessary. Follow up within
twenty minutes to assure the request is being fulfilled.
H-11 Expected Outcome: Host stand is continuously attended.

What: Host stand should never be left alone at any time.
How: Continuously stay at the host stand and make yourself available to the guests. Provide a fond farewell
as they leave and escort the guest to the washroom if necessary.
H-12 Expected Outcome: Host person offers additional assistance to internal / external guest.
What: Be available at all times.
How: Be visible and available at the podium and on the floor. When appropriate, inquire about guests
satisfaction. “How was everything Mr. Smith? May I get you anything else?” If the guest is the first time in
the area provide them with a map of the area and points of interest.
H-13 Expected Outcome: Wish the guest a pleasant stay.

What: The third step of service, “Fond Farewell”
How: 1. As they leave the dining room thank them for joining you and wish them a good (day, afternoon,
evening).
2. “Thank you for joining us Mr. Smith. Have a wonderful (day, afternoon, evening).”
Invite the guests back.
5.2 Waiter
MACRO FLOW FOR WAITER
Breakfast Lunch & Dinner
Opening duties
S-1 – S-18
Juice and coffee

service.
S-19, S-21
Greet guest with warm

welcome. S-20, S-22, S-23
Present Buffet
service and a la
carte menu. S-21
Present wine by the glass and
Specials S-25 – S-27
Take order and Take the beverage order and Use guest name.
refesh beverages. ring into Micros. S-23 S-24
S-31, S-32, S-34
Serve beverage order within 4
minutes. S-28, S-29, S-30
Continuously remove
used plates.
S-34, S-37 – S-39 Take Food Order
S-31, S-32
Offer Desserts/Coffee Mark Table with Silver. S-33

S-40 – S-42
Table Maintenance.
S-34, S-37 - S-39
Serve food course.

S-35, S-36, S-37
Offer Desserts/Coffee and
After Meal Spirits.
S-40 – S-42
Present check.
S-44
Fond Farewell S-45, H-13
Closing
Duties
Micro Processes for Server
W-1 Expected Outcome: Cycle time from seating to exit is 30 minutes (breakfast)
What: Cycle time from seating to exit is 30 minutes (breakfast)
How: Server shall expedite professional, friendly, efficient service so that the guest is seated and bid a
fond farewell within 30 minutes.
W-2 Expected Outcome: Cycle time from seating to exit is 45 minutes (lunch).
What: Cycle time from seating to exit is 45 minutes (lunch).
How: Server shall expedite professional, friendly, efficient service so that the guest is seated and bid a fond
farewell within 45 minutes (lunch).
W-3 Expected Outcome: Cycle time from seating to exit is less than two hours (dinner)
What: Cycle time from seating to exit is less than two hours (dinner)
How: Server shall expedite professional, friendly, efficient service so that the guest is seated and bid a fond
farewell within two hours.
W-4 Expected Outcome: Service staff knows daily specials

What: Service staff can speak knowledgeably about the chef’s features.
How: Chef informs service staff of all daily specials and any menu changes 30 minutes prior to service
period.
W-5 Expected Outcome: Table shall be symmetrical at all times.

What: Tables shall be organized and uniform.
How: Ensure that tables are aligned according to restaurant specifications. Ensure that all glassware, china
and silver are symmetrical.
W-6 Expected Outcome: Equipment and furniture are never lifted or carried overhead.
What: Furniture and equipment will be lifted properly
How:
Proper lifting procedures are always followed
Lift with the legs and never with the back.
W-7 Expected Outcome: Napkin presentation is consistent.

What: Napkin presentation is consistent, according to restaurant standards
How: Ensure that napkin presentation is consistent.
Ensure that napkins are free of rips, holes, or stains.
Ensure that napkins are placed symmetrically on the table, according to restaurant standards
W-8 Expected Outcome: Linen is clean and pressed with no holes, rips, frays, or stains.
What: Linen is to conform to CGHR standards.
How: Ensure that linen is clean and pressed with no rips, holes, frays or stains.
W-9 Expected Outcome: Table setups are to be symmetrical at all times.

What: Maintaining a proper and organized look.
How: The place settings will be placed across the table so that “X”s will appear to form in the space in-
between each place setting. Bread and butter plates are to set-up such that the bottom edge of the
plate is placed approximately one half an inch away from the table edge and in line with the bottom
edges of the flatware.
W-10 Expected Outcome: Silverware is clean, polished, dry and shiny

What: Silverware is clean and appealing to the eye.
How:
1. Ensure that all silverware is clean, with no food stains or tarnish.
2. Ensure that all silverware is polished, with no water spots.
3. Ensure that all silverware is shiny.
4. Fill an ice bucket with one part vinegar to nine parts water
5. Lightly moisten cleaning cloth with vinegar water solution.
6. Wipe silverware with cloth being sure to handle silverware only by the handle (utensil portion
should never be touched with the bare hand).
W-11 Expected Outcome: China is clean with no chips, cracks, debris stains or water spots.
What: All china is well maintained.
How:
1. Ensure that all china is clean, with no chips or cracks.
2. Ensure that all china is clean, with no food stains or water spots.
3. Fill squeeze bottle with one part white or red vinegar to nine parts water.
4. Lightly moisten cleaning cloth with vinegar water solution.
5. Wipe china with cloth including rim, well and bottom of chinaware. Do not touch face of wiped
chinaware, handle by the edge.
W-12 Expected Outcome: Glassware is clean, dry, with no water spots, smudges, chips or cracks.
What: All glassware is clean and appealing to the eye.
How: Ensure that all glassware is clean and polished, with no water spots or smudges.
Ensure that all glassware has no chips or cracks.
Lightly moisten cleaning cloth with vinegar water solution.
Wipe glasses with cloth including inside and outside of bowl and base.
Handle polished glassware by their stems only.
W-13 Expected Outcome: The logo always faces the guest.

What: The logo shall always face the guest.
How: The logo will always face the guest when placing items on table.
W-14 Expected Outcome: Side stations are neat, clean and organized with labels
What: All side stations will be neat, clean and organized with labels at all times.
How: Uncompromising levels of cleanliness are the responsibility of every employee.
1. Ensure that all side stations are neat and clean at all times.
2. Ensure that all side stations are organized with labels at all times.
3. All items will have a labeled designated area for storage (a place for everything and everything in
its place)
W-15 Expected Outcome: Trash receptacles shall not be visible to guests.

What: Guests should not be able to see trash receptacles.
How: Ensure that all trash receptacles are out of the guest’s view.
W-16 Expected Outcome: Flowers/plants are fresh and properly maintained.

What: Flowers/plants are fresh, properly maintained and eye pleasing.
How:
1. Ensure that all flowers/plants on the table are fresh at all times.
2. Ensure that flowers/plants are properly watered and cared for at all times.
W-17 Expected Outcome: Service is professional and unobtrusive.

What: Guests will enjoy their experience without being interrupted.
How: The service provided is professional using verbiage and mannerisms as per Xxx Ggg Hotel Vvv
standards. The service provided is friendly yet unobtrusive allowing the guest to thoroughly enjoy the dining
experience.
W-18 Expected Outcome: Extra table settings shall be removed before guests are seated.
What: Guests will have more room at the table
How: Extra place settings will be removed before guests are seated.
W-19 Expected Outcome: Breakfast: Breakfast condiments will be available on the table.
What: Guests will enjoy fresh cream and a variety of jams and preserves.
How:
Fresh cream shall be available on the table during breakfast service.
Ensure that there is 1 orange marmalade, 1 red raspberry preserves, 1 blackberry jam, and 1 strawberry
preserves on the table during breakfast service.
Ensure that the jams/preserves are on a bread and butter plate with the orange marmalade facing the hostess
stand.
The jams/preserves shall be arranged as follows: orange marmalade, raspberry, strawberry (to be across from
orange marmalade), then blackberry (to be across from raspberry.)
W-20 Expected Outcome: Server assists in seating guests

What: Sever assists the host/hostess with seating guests
How:
1. Server offers to pull out chairs for guests, ladies first.
2. Server removes napkin from table and places it in guest’s lap ladies first.
W-21 Expected Outcome: Breakfast: Coffee and fresh juice offered upon seating.
What: Guests will receive a warm welcome by anticipation of their needs.
How: Server will approach table immediately with a smile and greet guests in a warm friendly manner.
Server will greet guests as follows: “Good morning, welcome to Brasserie. If server attendant has
not approached table yet the server will continue the greeting with: “May I offer you some coffee
and freshly squeezed orange juice?”
Server will ensure that newspapers are offered to single guests. “Would you care for a newspaper?”
Server will give the guest a full description of the Buffets offered, along with the Price.
Server will return to the table within moments to take the guest order
W-22 Expected Outcome: Lunch and dinner: bread, butter, and water will be served immediately upon
guest arrival.
What: Service standards will be met by delivering bread, butter and water immediately.
How:
1. Guests will receive water immediately upon arrival during lunch and dinner service.
2. When approaching the table, the server attendant will offer the bottled water selection using the
following verbiage: “Good afternoon/evening, welcome to Brasserie. In addition to our house water,
we also offer bottled still water and sparkling waters San Pelligrino and Apenta. Which do you
prefer?”
3. Guests receive bread and butter/olive oil immediately following water service.
4. Ensure that the guests are knowledgeable of the various breads/spreads that the restaurant offers.
W-23 Expected Outcome: Greet guests upon seating, within 15 seconds.

What: Ensure guests receive a warm welcome
How:
1. Server will approach table immediately with a smile and greet guests in a warm friendly manner.
2. For Lunch and Dinner, server will greet guests as follows: “Good Afternoon/Evening, welcome to
The Brasserie Vvve, do you care to start with a beverage-perhaps a (cocktail) a glass of (wine) or
glass of (champagne)?” Always suggest a specific drink/wine.
W-24 Expected Outcome: Server uses guest name when possible.

What: Verbiage according to CGHR standards, using the guest name when possible.
How: Use the guest’s name when at all possible:
“Good Morning (afternoon, evening) Mr. Smith, welcome to Brasserie.
“It would be my pleasure, Mr. Smith.”
“Have a wonderful morning (afternoon, evening), Mr. Smith!”
W-25 Expected Outcome: Wine service will be club style for “by the glass program”
What: Guest will enjoy club service for all meal periods.
How:
1. Approach table with the bottle of wine.
2. After presenting to the table, server will pour the wine for the appropriate guest.
3. Server will pour wine from the bottle at all times.
4. Server will not pre-pour wine in wine glass prior to any guest arriving at the table.
W-26 Expected Outcome: Wine is served so that the guest may view the label at all times.
What: Wine is served so that the guest may view the label at all times.
How: The wine label faces the guest at all times during wine service.
Server’s fingers/hands are not in the way of the guest’s view of the label.
W-27 Expected Outcome: Chef’s features of the day (specials) are presented.
What: Guests are informed of daily specials.
How: Server announces chef’s daily features in a clear audible voice.
Server describes the specials in an enticing and appetizing manner.
Server verbally “cooks” the dishes for the guest.
W-28 Expected Outcome: Cocktails will be served immediately following the order.
What: Guests will be served cocktails within 4 minutes of order.
How: Cocktails are served immediately after the guests have ordered.
Properly order drinks from the Bartender.
Bring drinks pre-mixed to the table.
Server will place drink in front of the guest and explain what the drink is.
W-29 Expected Outcome: Iced tea orders will be served with lemon, sweetener, and an iced tea spoon.
What: Guests will not have to ask for accompaniments with their iced tea.
How:
1. All iced tea orders with lemon, sweetener, and an iced tea spoon.
2. The lemon is placed at the 3:00 position.
3. The iced tea spoon is placed down first, to the right of the guest on the outside of any silver on the
table.
4. Serve the ice tea from the right of guest by using the stem of the glass.
5. Ensure that there are enough sweeteners on the table for the guest.
W-30 Expected Outcome: Linen napkin shall be used for pouring beverages to shield guests.
What: Beverages will not splash guests.
How: A linen napkin is used when pouring beverages so that the guests are shielded from any drops or
spillage that might occur.
Always pour beverages from the right of guest, ensuring that the logo is facing the guest
W-31 Expected Outcome: Accurate food orders are taken from the guests.
What: Server is confidant the order will meet guest expectations.
How:
1. In a clockwise direction, take the order beginning with the ladies, then the gentlemen ending
with the host. As each guest orders, repeat the order to the guest for confirmation
2. Take orders utilizing standardized seat position numbers.
3. Check orders for accuracy and any irregularities or special requests before entering into the
MICROS.
W-32 Expected Outcome: All requests handled quickly and efficiently.

What: All requests will be handled quickly and efficiently.
How:
1. Handle all requests quickly and efficiently using proper verbiage.
2. Handle all requests with a smile and in a friendly manner.
3. Ensure that the request has been handled to the guest’s satisfaction.
W-33 Expected Outcome: Appropriate china, glass and silver set on the table prior to course being
delivered.
What: Ensure proper “coursing” or “marking” takes place.
How:
1. Immediately mark table after the clearing of every course.
2. Ensure that the appropriate china is set on the table prior to the course being delivered.
3. Ensure that the appropriate glassware is set on the table prior to the course being delivered.
4. Ensure that the appropriate silverware is set on the table prior to the course being delivered.
a) Utilize a designated marking plate with a napkin fold.
b) Place only one piece of silver at a time.
c) For soups, soup spoon is placed on the right hand side on the
guest beside the salad knife.
d) For appetizers, the salad fork is placed to the left of the entrée fork
and the salad knife is placed to the right of the entrée knife.
e) For steaks, etc., the entrée knife is removed and replaced with a steak knife.
f) For dessert, all entrée silver is cleared and salad fork is placed in
entrée fork position and soup spoon is placed in entrée knife position.
5. When setting china, silver or glassware on a table (making the table), server will not reach across
front of guest.
W-34 Expected Outcome: Offer to refresh beverage when it is ¾ empty.
What: Offers to refresh beverage when it is ¾ empty using proper verbiage.
How: Offer to refresh beverage for guest when it is ¾ empty. “May I refresh your beverage?”
W-35 Expected Outcome: All orders delivered to the correct person, no auctioning of food.
What: Server will know what each guest ordered.
How: Position numbers will be indicated on all handwritten and POS generated order tickets.
Ladies’ position numbers will be identified on all order tickets
Host’s seat position number will be indicated on all order tickets whenever possible.
Copy of food order ticket will accompany all food course deliveries.
W-36 Expected Outcome: All food and beverage will be served from the right and cleared from the right.
What: Proper serving etiquette will be energized.
How:
1. All food and beverages are served and cleared from the right.
2. Ladies will be served and cleared first, then gentleman and ending with the host.
3. When clearing a table:
a) Clear only when all guests are finished with the course
b) Clear from the right
c) Consolidate silverware to one plate and fold knives underneath and perpendicular
to forks and spoons while stacking plates quietly.
d) Leave only the silverware necessary for the next course
e) When clearing the main course, clear the main course plates first, then the B&B
plates.
f) Crumb the table onto a B&B plate using a table crumber or napkin fold.
g) Remove S&P.
4. When stacking trays with cleared dishes:
a) Larger plates will always be on the bottom.
b) Plates will never be stacked on top of silverware or excessive remaining food
scraps.
c) Silverware will be consolidated as above and not be placed on the surface of the
tray.
d) Food scraps can be consolidated to a plate(s) but not be placed on the surface of the
tray.
W-37 Expected Outcome: Table maintenance.

What: Proper table maintenance will be energized.
How: Always leave a table “complete.”
Every interaction with a table is an opportunity for table maintenance.
Notice any items that need to be replenished or removed; beverages, bread, water, glassware. Ensure
that the table is free from discarded materials; such as empty sugar packets, beverage napkins, stir
sticks, etc.
Unobtrusively remove any discarded materials from table.
All ashtrays are replaced when there is one cigarette butt.
Using a tray, bring a new ashtray to table. Using the new ashtray, cap the old ashtray and place it on
the tray. Then place the new ashtray on the table for the guest. Each person smoking shall have his
or her own ashtray.
W-38 Expected Outcome: Transporting and setting of china is done silently.

What: Maintain the ambiance of a fine dining experience.
How: All china is carried on a tray.
When transporting and setting the china, it is done silently, so as not to disturb the guests
who are dining
W-39 Expected Outcome: Restaurant and fixtures maintenance

What: Maintain levels of cleanliness.
How:
1. Uncompromising levels of cleanliness are the responsibility of every employee.
2. Ensure that the floor is free of crumbs and debris.
3. Ensure that all chairs, banquettes, and other furniture are free of crumbs, and debris.
4. Ensure that all chairs, banquettes, and other furniture are free of holes and stains. Take any stained or
damaged chairs or other furniture out of circulation so they can be repaired or cleaned immediately.
W-40 Expected Outcome: Dessert and coffee offered upon completion of meal.
What: Guest will not have to ask for coffee/tea or dessert.
How:
1. Coffee and dessert will be offered to every table upon completion of meal.
2. Up-sell specialty coffee drinks, ports, dessert wines and after meal spirits.
3. Present open dessert menus to guests. Server will describe each dessert vividly for guests.
W-41 Expected Outcome: Guest Receives Coffee Service

What: Guest receives properly made coffee order
How:
1. Order is taken for coffee.
2. Warmed cup, handle to 4:00, with saucer and spoon (running parallel to cup handle) are placed on
service tray.
3. Drip brewed or Press Pot coffee are placed on service tray.
4. Any single portion (espresso, cappuccino) coffees are placed on tray.
5. Sugar/sweetener, creamer and condiment presentation, per restaurant standard, are placed on tray.
6. Deliver coffee order to table.
7. Place sugar/sweetener, creamer and condiment tray where they are accessible to all guests.
8. Place cups to guests’ right.
9. Pour coffee from guests’ right using linen napkin fold as a splashguard.
10. Check back with table for refills.
W-42 Expected Outcome: Loose Leaf Tea will be served in the Brasserie for all meal period.
What: Specialty loose-leaf tea will be brewed to order for all meal period.
How:
1. Server will approach table and verbalize the selection of loose-leaf tea at the table.
2. Server will return to the service area and make tea.
3. Server will place tea pot, on a silver serving tray, on a under-liner (lemon in a squeezer if requested)
4. Server will approach the table and pour tea slowly filling the cup ¾ full.
5. Server will leave teapot at the table and return for second service.
W-43 Expected Outcome: Breakfast: Guests check is to be presented immediately following the delivery of
order.
What: Anticipation of guest needs will be energized.
How: Server will ensure that the guest receives his/her check immediately following the delivery of the
order.
W-44 Expected Outcome: Check is presented when guest asks.

What: Check is presented to guest when he/she asks for it.
How:
1. The server has the check presenter prepared with the check folded in the exact square of the
window along with a pen.
2. Upon anticipation of guest’s needs, the server will present the check from the guest’s right along
with any complimentary petit fours or mints the chef is offering.
3. Server observes the table for guest’s review of the check.
4. Once guest has reviewed the check and initiated payment, the server retrieves the presenter.
5. If the payment requires further processing (payment other than a room charge), server completes
the process and returns the check to the guest.
6. The server then assists guests from the table and bids a fond farewell.
7. Server then immediately removes the check presenter and posts the charges and closes the
check.
W-45 Expected Outcome: Server offers additional services

What: Server offers additional services to guest.
How: Server will offer to be of any additional assistance to guests. Do they have any questions about the
hotel or the area? Server could suggest things to do, places to see, etc.
W-46 Expected Outcome: Wish the guest a pleasant stay.

What: The third step of service, “Fond Farewell”
How:
1. As they leave the dining room thank them for joining you and wish them a good (day, afternoon,
evening). “Thank you for joining us Mr. Smith. Have a wonderful (day, afternoon, evening).”
2. Invite the guests back.
5.3 Do’s and don’ts

Your behavior on your station is most important and is something the guest readily observes. Here are some
“Do’s” and “Don’ts” that you should study.
DO Greet your guests pleasantly with a smile. A friendly “Good morning” or “Good evening” will
create a first impression.
DO Call regular guest by name. It builds up a guest’s ego and is greatly appreciated.
DO Be alert to your guests needs and anticipate them before being asked.
DO Move briskly and quickly but never give them the impression of rushing.
DO Handle china, glassware and silver properly. That is plates with four fingers on the underside and
the thumb just on the rim, cups and silver by the handles and glasses by the bases.
DO Organize your work. The better organized it is, the fewer unnecessary steps you will take and the
better you will feel at the end of the day.
DO Write your bills plainly so that the guests can read them as well as yourself.
Make sure that the total is correct.
DON’T Chat or gossip with fellow workers during service hours.
DON’T Play favourites by giving some guests better service or extra large servings.
All guests should be treated alike.
DON’T Argue with guests. Refer to your Manager for assistance.
DON’T Make substitutions in your guest’s orders without having consulted him/her.
DON’T Keep your guests waiting for the bill. It should be presented just before the meal is finished and
always with a “thank you”.
DON’T Be insensitive to guests who are in a hurry. Be helpful by suggesting a menu item that can be
prepared quickly.
DON’T Disregard food that has not been eaten. Inquire if it is not satisfactory and if not, report to your
manager.
DON’T Eat or chew gum while on duty. Nothing is more obnoxious to the guest.
DON’T Lean on tables or side stands. When not busy, stand correct and ready in case additional service is
required.
5.4 Order Pads/Captain Order
An order pad is provided for you to use when you take an order from our guests.
Do not forget that you should always know who is having what when you serve and that the slip has to be
kept on the service station for your reference.
1. Write table number

2. Write number of covers
3. Write time you took the order
4. Write the name of the person who took the order so that you can always refer to him/ her
should you need any clarification.
5. Write number of seat.
6. Write the menu item required for each guest:
1 X Chef’s Salad
1 X Beef Fillet
Medium with fries 1X
The same can be repeated for beverage orders, desserts, after dinner drinks etc.
7. Write a mark (eg window, wall, plant) in order to facilitate the understanding of where each
position is.
8. As for Number 6.
9. Write number of seat.
10. Tick here once you have input the order through Micros.
General Rules:
Always write neatly so that your colleagues can read and follow-up on service in your absence.
Don’t forget to charge the items ordered through Micros. No verbal orders are accepted by the Chef
or the Bartender.
You may place and circle the orders of the ladies so that you can identify them easily and start
service with them.
TABLE NUMBER: _________1__________ COVERS: ______2_______
TIME: _________3___________ WAITER: ______4_______
MARK: __________7__________
5 6 8 9
5 6 8 9
5 6 8 9
5 6 8 9
5 6 8 9
MICROS: _____________10____________
5.5 Essentials Of Table Service
 Serve all food from the guest’s right.
 Clear all food from the guest’s right.
 Serve and clear all beverages from the guest’s right.
 Never reach in front of the guest.

 Do not grasp silverware by its cutting edge/surface-always by the handle. Handle glasses by the
bases or stems. Never touch the rims.
 Turn the handle of the coffee cup to the right, at four o’ clock position to the guest, and place the
spoon parallel to the cup handle.
 Always number your table.
 Always number your guests, to know who has ordered what.
 Always serve ladies first.
 Never carry silverware in your hand, always use a tray, plate or napkin.
 When carrying plates, the thumb or fingers should never touch the inside edge of the dish.
 All place settings not required should be removed – if possible, before the guest has been seated.
 Always be prepared to answer questions the guest may have concerning the menu.
 When re-setting the table, check for breadcrumbs and table clean, no water marks.
 Change the ashtrays as often as needed. Cover the ashtray with a clean one and remove, then
place the clean one on the table.
5.6 Station Preparation
 Ensure your station is ready for service, i.e. spare napkins, cutlery, condiment plates, ashtrays,
toothpicks, salt and pepper.
 Ensure all linen is neat, not wrinkled or soiled.
 Ensure your tables and chairs are in line with the table.
 Ensure everything is spotlessly clean and tidy. Watch for fingerprints on china, cutlery, glasses.
 Are salt and pepper shakers full and clean?
 Ensure none of your tables “wobble” If they do, balance them by using cork.
 Have you completed all other jobs instructed by your supervisor?
6. Setting and Clearing of Tables

6.1 Setting a Table
Breakfast Table Set-up

 Table laid with clean table cloth.
 Place clean and polished cutlery on table, start with large knife and fork.
 Check cutlery for any smear and tarnishing.
 The position of the cutlery should be 1 cm away from the edge of the table.
 Put a dessert spoon between the dinner knife and dinner fork, handle facing to the right.
 Place bread and butter plate on the table on the left hand side of the dinner fork and place butter
knife on it.
 Place folded napkin between fork and knife.
 Put a juice glass 1 cm away from the dinner knife.
 Place a saucer next to the right side of the small knife on the same line with the end of the dinner
knife.
 Put a cup on it, handle facing right at 4 o`clock, coffee spoon on the right hand side of the
saucer.
 Place Salt&Pepper shaker to the edge of the right side of the table. It has to stand exactly on the
middle of the edge.
 Place a sugar bowl(it has to contain 5 white –5 brown – 5 white sugar and 4-4 Canderel on the
side, Xxx logo facing to the same direction )in the front of the Salt&Pepper shaker.
 Place either non-smoking sign or ashtray in the front of the sugar bowl.
 Put a flower in the middle of the table, with the same line of the sugar bowl.
Place a B&B plate to the left hand side of the table, with the same line of the flower. Put a honey, 4 different
jam on it according to the Departmental Standard. Check your opposite covers are symmetrical
Lunch Service Table Set-up

 Place clean and polished cutlery on table, start with large dinner knife and fork next to the base
plate or napkin.
 Forks should be placed base to base and not prong to prong.
 Place a small fork next to the dinner fork, 1 cm away from the edge of the table. A small knife
next to the dinner knife, 1 cm away from the edge of the table.
 Put a dessert spoon 1 cm away from the end of the base plate, a dessert fork next to it.
 Place bread and butter plate on the table on the left hand side of the small fork, side knife on the
plate.
 Place folded napkin between the cutlery.
 Check your opposite covers are symmetrical.
 Place clean and filled salt and pepper shaker as above (Breakfast).
 Put a flower in the front of the S&P
 Glasses: Place a red wine glass 1 cm away from the end of the dinner knife, a white wine glass
goes to the right of the red wine glass.
 Check tables do not wobble.
Dinner Service Table Set-up

 Put a base plate in the middle.
 Place clean and polished cutlery on table next to the base plate or napkin, start with large knife
and fork.
 Forks should be placed base to base and not prong to prong.
 Place a small fork next to the dinner fork, 1 cm away from the edge of the table. A small knife
next to the dinner knife, 1 cm away from the edge of the table.
 Put a dessert spoon 1 cm away from the end of the base plate, dessert fork next to it.
 Place bread and butter plate on the table on the left hand side of the small knife, side knife on the
plate.
 Place folded napkin onto the base plate.
 Check your opposite covers are symmetrical.
 Place clean and filled salt and pepper mill as above.
 Put either non-smoking sign or ashtray in front of S&P mill.
 Place a candle in front of them.
 Glasses: Place a red wine glass 1 cm away from the end of the dinner knife , a white wine glass
goes to the right of the red wine glass
 Check tables do not wobble.
 Remember to set a table in a way you would like to find it if you were the paying guest.
 Place the napkins where you want the covers to go. Always build your setting around setting
around a napkin – it is easier this way.
 Place clean and polished cutlery on the table, starting with large knives and forks. Check cutlery
for any marking and tarnishing. Forks should be placed base to base and not prong to prong. The position of
the cutlery should be one thumbnails away from the edge of the table.
 Check that your opposite covers are symmetrical.
 Place clean and filled salt and pepper mill, and an ashtray on the table( only in smoking areas) or
non-smoking sign.
 Position the red wine glass on the level of the main course knife(1 cm away) and the white wine
glass further down.
 Check that your table looks neat and attractive.
6.2 Loading of Trays
Use common sense when loading your tray. Stack dishes evenly. All liquids, sauces, coffee, milk etc should
be placed in the center of the tray to prevent spillage. Should spillage occur, ensure that the laden tray is
unloaded. Proper stacking of dishes and glasses prevents this mishap. Trays are not to be kept leaning in the
dining room nor are they allowed to accumulate. Leaning trays present a tripping hazard to other members of
staff. Accumulated trays and stands present an unpleasant picture in the dining room.
To remove a tray, bend your knees, keep your back straight. Lift the tray and rest it on your shoulder.
Never overload! Take the tray to the Stewarding area and dispose of everything in the correct manner, i.e.
sort china and glasses in the appropriate stacks. Before returning the tray to the station, check it is clean.
When removing glasses, always use a tray laid with a linen napkin.
7. Our Standards
7.1 Useful Tips
 All plates / china should always be polished by hand.
 If a guest does not want water / wine – remove glasses from the table.
 Always return the cocktail stirrers to the bar to be washed.
 Any special equipment needs to be washed by hand and kept locked up.
 Ensure bread basket is full all stages during the meal.
 Remember to remove salt and pepper from the table before serving dessert / coffee.
7.2 General Standards

 Staff are neatly groomed and have pleasant attitudes.
 Overall guest satisfaction to be of nature that guests return.
 Recommended dishes and drinks based on best profit margin.
 Lighting and ambience in general to assure guest satisfaction.
7.3 Service Standards

Our Promise
Our guest feel they have received a friendly and efficient service while their dining experience was
enjoyable.
Breakfast Service Standards
 Guest is greeted the minute they enter and informed on types of breakfast available. If this is not
possible, eye contact is made.
 Guest is asked for his room number, if breakfast is inclusive he will straight away be guided to a
free table, if this not possible, the right direction should be shown.
If breakfast is not inclusive, the guest has to complete a guest bill. Full printed name, room number and
signature is required. The once completed bill should be posted within 5 minutes.
 Once seated, guest has to be approached within 3 minutes and served with their choice of hot
beverage and orange juice at their table.
 Offer more tea and coffee before the cup is empty.
 Empty, dirty plates have to be removed continuously and piling up of such in front of the guest
is unacceptable.
 Guest is thanked and wishes are extended for a pleasant day.
 Tables to be maintained in a neat and clean condition.
 No tables to be left half cleared or dirty. Once guest left, table has to be re-set immediately, if
this not possible table has to be left in cleared and clean condition.
 Under no circumstances should a table be left half cleared or half set-up.
 Closed guest bill have to be brought every hour to Front Office.
Lunch and Dinner Standards
 The guest is greeted upon arrival by smiling staff with use of guest name if known – Reservation
checked before guests are taken to the table.
 Guest is seated and waiter attends immediately with menu and explanations are given with
regards to the menu and the and beverage promotions.
 Drink order is taken at the same time if possible.
 Drinks are served within 5 minutes and food order is taken. Suggestive selling takes place.
 Bread basket is placed on the table
 Wine order is taken.
 Show-plates are removed from the table.
 First courses are served within 10 to 15 minutes (according to preparation required).
 Main courses are served within 10 to 15 minutes after clearing first courses.
 Customer satisfaction is checked shortly after main course is being served.
 Table cleared within 2 minutes after last guest has finished dining for each course. Exception is
when guests help themselves from the buffet.
 Dessert is offered and served. Coffee/Tea order is taken at the same time but served only after
guests have finished with the desserts.
 Bill to be presented within 2 minutes after requested in clean folder with Xxx pen, promotional
flyer and guest questionnaire.
 Bill handling to be finalized within 2 to 5 minutes.
 On departure guest is thanked.
 Drink quality to be excellent, alcoholic content to be correct, temperature to be on the right
level, garnish fresh and appropriate.
 Drinks are served in appropriate and clean glassware.
8. Licensing Laws
Children
No sale or supply of alcohol or tobacco on licensed premises to any person who is under the age of 18.
Intoxicated Person
The hotel as the licensee has the discretion to decide who is permitted in restricted areas and is free to eject
any person from the premises and if necessary call the police to assist.
Drunk and Disorderly

It is an offence to be drunk and disorderly in certain public areas. Any such intoxicated person shall at the
management’s discretion not be accommodated within the hotels restricted areas, and the hotel reserves the
right to refuse service. Police may be notified.(Duty Manager’s Discretion).
Measures
Depending on the type of food or beverage, the quantity or unit of measurement have to be on the menu.
Menus
In all catering outlets has to be either a food menu and a beverage menu or a combined food & beverage
menu. The menus have to show clearly the name and the price of each item served. The prices have to be
given in the national currency of Hungary.
Complaints
An official complaint book, stamped and signed by the magistrate has to be visible displayed in all outlets.
All recorded complaints have to be reported to the authorities.
Name and contact number of such have to be displayed in the restaurant and given to the guest on request.
9. Service of Beverages
9.1 Service - Wines

MACRO FLOW FOR WINE SERVICE
Opening duties
W-1, W-2, S-4,
S-6, S-12
Greet guest with warm

welcome. W-3, S-17, S-20, S-
24
Present Wine Program W-4,

S-25, S-26, S-28, S-30, S-32
Wine Order W-6 Use guest name.

S-24
Wine Presentation W-7
Wine Service W-8, W-9
Table Maintenance.
W-10, S-37, S-39
After Meal Libations.

W-11
Fond Farewell S-45, H-13
Closing
Duties
W-1 Expected Outcome: Wine service will be club style for “by the glass program”
W-12
What: Guest will enjoy club service for all meal periods.
How:
0 Approach table with the bottle of wine.
1 After presenting to the table, server will pour the wine for the appropriate guest.
2 Waiter will pour wine from the bottle at all times.
3 Waiter will not pre-pour wine in wine glass prior to any guest arriving at the table.
W-2 Expected Outcome: Wine is served so that the guest may view the label at all times.
What: Wine is served so that the guest may view the label at all times.
How:
The wine label faces the guest at all times during wine service.
Server’s fingers/hands are not in the way of the guest’s view of the label.
W-3 Expected Outcome: Cocktails will be served immediately following the order.
What: Guests will be served cocktails within 4 minutes of order.

How: Cocktails are served immediately after the guests have ordered.
Properly order drinks from the Bartender.
Bring drinks pre-mixed to the table.
Server will place drink in front of the guest and explain what the drink is.
W-4: Expected Outcome: Guest’s wine order is taken.
What: Guest orders wine.

How: Guest informs sommelier of the wine selection.
Repeat order for confirmation.
Ring in order and retrieve wine.
Deliver wine order within 4 minutes.
W-5 Expected Outcome: Bottled wine is properly presented.
What: Compliance with standards of wine presentation.

How: Present bottle from guest’s right.
Announce producer, place name / variety, vintage and any vineyard designation.
Obtain approval and confirmation from guest.
W-6 Expected Outcome: Wine is properly opened and served.
What: Compliance with standards of wine service.

How:
1. Open white wine in the wine bucket.
2. Open red wine on a firm surface: guest’s table, gueridon or side stand.
3. While opening the bottle, the wine label should always face the guest.
Cut foil capsule under the lip of the bottle and remove. Discard the foil. Do not place the foil in the wine
bucket.
Wipe off the surface of the exposed cork and top of the bottle with a clean side towel.
Remove the cork with corkscrew almost all of the way and finish easing the cork out by hand. Do not
present the cork unless the guest requests it.
Again, wipe the edge of the bottle.
Pour the host a taste of wine. Be sure label is always facing the guest when pouring.
At the end of a pour, give the bottle a ¼ twist towards you to prevent drips.
After approval, pour wine for the guests following proper service etiquette: from the right, ladies first,
then gentleman then return to the host.
Red wine glasses should not be filled more than 1/3 full; white wine no more than 1/2 full.
Wipe down excess water from all bottles retrieved from wine buckets.
Place all wine bottles on coasters when a wine bucket is not in use.
W-7 Expected Outcome: Opened Champagne/sparkling wine bottle.

What: Properly and safely open Champagne/sparkling wine.
How:
Place bottle in wine bucket.
Cut and remove foil. Discard properly.
0 Remove bottle from bucket and wipe off excess water.
1 Point the bottle away from guests at all times.
2 Place side towel over caging and cork.
3 Place thumb firmly on top of cork.
4 Loosen wire cage, carefully remove and discard.
5 Hold bottle at a 45-degree angle.
6 Replace side towel on top of cork.
7 Firmly grasp cork and turn the bottle. Do not turn the cork.
8 Ease the cork out of the bottle while you continue to turn the bottle. NO POPS!
9 Proceed with host tasting for approval and pouring for the guests as per standards.
10 Fill glasses no more than ¾ full.
W-8 Expected Outcome: Guest receives wine service throughout meal.
What: Anticipation of guest’s wine needs.

How:
1. Check back with guest to ensure enjoyment of the wine.
2. Monitor consumption and maintain appropriate wine pours in all guests’ glasses.
3. When replenishing wine, always follow proper service etiquette.
4. Always finish the bottle with the host.
5. Suggest another bottle of wine or a new selection.
9.2 Aperitifs
Aperitifs are taken before the meal and are intended to stimulate the taste buds. They should never be sweet.
Drinks favored as aperitifs vary from nationality to nationality. Cocktails are still more popular with
Americans. In France, sweeter aperitifs (including brands like Dubonnet, St Raphael) and even Port wines are
favored. In Britain, Sherry is probably the most popular pre-meal aperitif wine.
Selling Aperitifs:
As soon as the guests sit down, you must have in mind a selection of aperitifs to offer. This does not only look
professional but also helps sales.
Here are some examples of what to recommend to the:

BUSINESS MEN Gin and tonic
Campari and soda
Whisky
Vodka and tonic
Bloody Mary
BUSINESS LADY Gin and tonic

Bucks fizz (Champagne & Orange Juice)
Kir or Kir Vvve
Campari and soda
ELDERLY LADY Gin and Tonic

Champagne
Campari and orange
Martini Cocktail
YOUNGER LADY Vodka and orange

Glass of wine
Champagne
Gin Fizz
CHILDREN Fruit cocktail

Children’s menu drinks
Any virgin cocktail
Serving Aperitifs:
Ensure aperitifs are served as quickly as possible so they can be enjoyed even while the order for a meal is
being taken.
As these drinks will be served in the glass, carry them on a cloth covered tray in case of a light spillage during
transportation to the table. Place the glass on the table, just below and to the right hand side of the white wine
glass.
9.3 Other Beverages
Important Points to Note on the Service of Beverages:
Always use a tray to carry dispensed drinks to the table.
Always offer a bottle of water to the guests. Remember to ask if they require sparkling or still water.
All bottles of red wine should be placed on the table on a side plate.
Always remember to change to the correct wine glass, ie red wine, champagne flute etc.
Never leave a cocktail stirrer in a glass. Always stir the drink on your tray and remove the stirrer, either by
placing it in your empty bottle or by laying it on the tray.
Remember to remove all aperitif glasses once finished with.
Never let a guest pour their own wine or water.
When pouring wine, never cover the label / bottle with a napkin. The napkin should only be used to dry the
bottle.
When a guest’s bottle of wine has been finished, offer the host another bottle. If he / she declines, remove the
bottle / ice bucket from the table.
NEVER turn a bottle upside down in the ice bucket.
Never put any debris in the ice bucket. Always throw away the removed capsule / cork.
The Correct Way to Carry a Glass
Glasses should be carried on a tray during service periods.
When no guests are around, glasses may be carried by their stems between the fingers of the left hand. The
right hand is free to set them on the table. Seven glasses is the limit for safety.
10. Health and Safety
The maintenance of an environment that is in all respect and pleasant for both staff and for the users of the
hotel’s premises is of paramount importance. To this end both employers and employees are obliged to
maintain the building and adopt working practices and procedures that will actively promote the general
health, safety and welfare of the users of the hotel’s premises.
Our obligations as employees:
1. To take reasonable care for the health and safety of ourselves and of other persons who may be
affected by our acts or omissions at work.
2. To co-operate with our employer as far as necessary to meet or comply with any duty or requirements
concerning health and safety.
3. Not to interfere or misuse anything in the interest of health, safety and welfare.
Type and Cause: Prevention
Objects and equipment or rubbish left in corridors or on  Remove all potential hazards
stairs  Use warning signs if unavoidable
Furniture out of place  Return to usual place
Electric flexes left in passage way  Position in least dangerous place
 Use cable tidily
 Place flex over shoulder
 Run flex over door handles
 Remove flex immediately after use
 Avoid excess length of flex
Spillage creating wet or greasy floors  Wipe up immediately and train staff to always
observe this point
 Use warning signs
Poor floor maintenance procedures  Use warning signs
 Cordon area involved
 Arrange work to be carried out when traffic is
Minimal
 Always leave a safe, dry area for traffic
 Do not leave floor wet
 Avoid excessive use and built-up of polish

Falls:
Loose carpet treads, carpets, banisters, worn out floors  Report and ensure repairs are carried
 Use warning signs until repair has been completed
 Use cordons if necessary
Climbing on unsafe ladders  Secure ladders correctly
 Ensure that ladder is the correct height for the job
 Use cordons
 Check and maintain ladders regularly
 Use in accordance with locally negotiated
agreements
Climbing on furniture, ledges etc.  Never permit staff to do this
Poor footwear  Shoes should provide adequate support and
Protection to feet
 Rubber soled shoes will help to eliminate risk of
Falls
Poor lighting  Lighting must be adequate, illuminating the whole
area, leaving no dark areas.
Electric Shock:
Bad practice  Always turn off appliance before disconnecting
 Always disconnect from mains after use or when
maintaining appliances
 Do not pull on flexes
 Use correct fuses
 Do not overload power outlets
 Ensure hands are dry and there is no water around
 Ensure flexes are of suitable length
Faulty appliance  Regular checking and maintenance of appliances
Falling objects:
Equipment falling from ladders/ledges etc.  Secure all equipment
 Cordon off area
 Store all equipment correctly

Falls:
 Do not rush
 Use handrails where provided
 On stairs, travel one step at a time
 Do not read etc on stairs
Back strains:
Incorrect carrying, lifting, pushing  Train staff in correct methods of lifting, carrying,
pushing (keep back straight, transfer power into
legs)
 Use specialised equipment whenever available
 Check and maintain trolleys and equipment
regularly
Overloading  Never overload trolleys, trays etc
 Never attempt to lift too heavy a weight, ask a
colleague to help
Cut and bumps:  Approach all doors carefully
 Open all doors carefully
 Beware of swing doors
 Always use doors marked IN/OUT correctly
 Glass doors should be marked or have warning
signs
Overloading of trolleys etc, Knives, tools  Never overload trolleys
 Use with care
 Follow correct procedure for washing/cleaning
 Store correctly
Handling of waste ie glass  Wear gloves
 Beware of sharp edges
 Follow specialist advice for disposal of items such
as springes
Burns, Scalds, Inhalation:  Handle with care
 Never store/carry above waist height
Handling Chemicals  Ventilate in confined areas
 Wear protective clothing ie gloves, masks, overalls
 Do not mix chemicals
 Label correctly
11. Management of Stock
11.1 Placing Orders, Beverage Stock
 Beverage requisitions are completed at the close of each evening.
 They must then be signed by the Shift Leader.

 Requisitions are made to replenish stock levels and bring them up to par.
 Chef de Rang on duty prepares the requisition.
 Wine is requisitioned by quantity, store number and bottle size.
 Spirits are requisitioned by quantity and name.
 All empty mineral, beer, coke cases must be returned with a complement of empty
bottles, as complete as possible.
 When the barman goes to collect his requisition, he checks off all items issued to him
against the requisition. Once complete the storeman will sign to say he has issued the barman the stock.
 Any variance between “ordered” and “issued” stock must be clearly marked on the
requisition. Thus ensuring the stores has an accurate record of what has been issued and the bar of what
it has receive
Stores are open from 7h00 until 18h00 Monday – Friday. The store is closed on Saturdays, on Sundays
Anything needed to be requisitioned outside these hours must be done through the duty manager and
security.
 Ensure that outlet ordering foresees peak business to alleviate emergency ordering.
Return To Stores
 Only wholly unopened bottles may be returned to the cellar. Under no circumstances
may part bottles be returned.
 When stock is returned to stores, it must be done on a transfer sheet clearly marked as
“returned to the store”.
 The requisition is filled out in the usual manner (ie. store number, quantity, size, etc.)
 The stock is then checked off by the store man and signed by both the storeman and the
barman. The requisition must indicate clearly this is a returned item.
 Minerals / beers are requisitioned in case units only.

 Once the store man has completed each requisition, he will call each outlet (to avoid
people waiting outside the door).
 When you go to collect the requisitions, check all items issued from the store and tick
off the requisition.
 Any variance between ordered and issued stock must be clearly marked on the
requisition to ensure accurate records are kept on both sides.
Spoilage / Breakage
 In the event of a beverage stock item unfit for consumption, ie spoiled wine, broken
bottles etc, the item concerned must be recorded on a spoilage sheet and submitted to
the Food and Beverage Manager.
Spoilage/breakage sheet find attached
Spillage
 Any spillage must clearly be written down on a spoilage sheet on a daily basis and
passed on to the Food and Beverage Manager at the end of the day.
Spillage sheet find attached
Placing Orders, Food Stock
Ordering Procedures
The dry store is open as per time sheet listed, during the opening hours, the store man will issue stock to each
outlet by requisition only. On the occasions when the store is closed, the duty manager or sous chef may issue
goods provided that a duly signed requisition is obtained. Outlets are reminded that they are to collect their
own dry store items (the dry store man will collate each requisition as they arrive at the store).
Outlets will only be able to requisition dry goods which they require for service rather than for sale (ie salt,
pepper, mustard). This is because all items have already been charged to the main kitchen.
 Outlet identifies dry goods requirements.
 Requisition is done and signed by the Executive chef or other senior chef.
 Requisition is taken to dry stores and items are issued as per requisition (bill numbers
for dry goods are distributed to each outlet, although the name of each item and the
quantity required will be sufficient for goods to be issued).
 Discrepancy between “issued” and “requisitioned” must be clearly marked on the

requisitions.
 The barman collects the requisition directly from the Dry store.
 Any “out of stock” items must be immediately be brought to the attention of food and
beverage control for action and explanation.
 Dry stores required when the store is closed may only be requisitioned with the duty
manager’s or sous chef’s authorization.
Returns To Dry Store
 Only unopened stock may be returned to dry stores.
 Stock return to dry store must be documented on a transfer sheet clearly marked as
“returned to dry store”.
 Dry store man checks the items being returned against the requisition (any variances
should be clearly marked on the form)
 Spoilt stock should be brought to the immediate attention for food and beverage
control.
Stock Maintenance Food:
Re-ordering from Dry Stores;
 Food requisitions are completed at the close of each day by the night supervisor and
delivered to the dry stores, with a Sous chef signature.
 Requisitions are made to replenish stock levels and bring them up to par.
 Once the store man has completed the requisition he will call the outlet
Re-ordering from the kitchen;
 Food requisitions are completed first thing each morning by the night supervisor, taken
to the kitchen where they will be issued by the Chef on duty upon receipt of the
requisition.
 Requisitions are made to replenish stock levels and bring them up to par and to meet
the day’s requisition.
11.2 Inter – Transfers
There are two types of transfers

-stock transfers between outlets
-stock transfers back to stores from outlets.
Stock transfers, occur when one outlet requires stock for sale from another outlet. The issuing outlet
completes the transfer book, listing the items transferred including quantities and the destination department
of the stock. Both the receiving and the issuing department sign for the stock.
All transfers of this kind are given directly to the Cost Controller at the end of each day.
12. Accidents
12.1 Guest Accident Report
Should a guest be injured, your first duty is to assist him / her. Insist that the guest sees our doctor and verify
that he / she does so. There will be many people who will feel that it is not necessary to see a doctor, but in
order for us to remain covered we need this as a precaution. If the doctor is not available, then a first aider,
preferably in security must be called.
Secondly, determine the cause of the accident. For example, if our employees are at fault, ie through tripping,
banging into, burning with hot liquid, etc.
Finally, prepare the accident report form as for injury to an employee and send it to the Manager on duty.
Be sure that the names of the witnesses, employees or guests are included on the accident. report.
Always involve the Duty / Assistant Manager and the Security Officer!!!
12.2 Employee Accident Report
It must be remembered that any accident, no matter how small, must be reported in full detail.
The following steps should be taken:
Send employee to the doctor.
Give all information required for the accident report.
Enter the accident in the log book.
Be sure to take the name and employee number of the employee and any witnesses.
Xxx Ggg Hotel Vvv Employee Accident Report
Find attached
13. Damage to Customers Clothing
If at any time a customer’s clothing is damaged in one of the outlets due to the negligence of our employees
or torn by any of our service equipment, the Food and Beverage Operations Manager, Financial Controller
and the Executive Housekeeper must be informed.
Firstly you must determine all facts leading to the incident. It is important to discover whether or not the
damage was caused through the negligence of one of our employees, or through the carelessness of the guest.
This should be explained to the guest tactfully, but firmly.
Should we be at fault, an apology should follow immediately.
Obtain the name and address of the guest as well as the name of the item damaged. Bring the guest to the
Manager on duty.
After the occurrence has been settled to the satisfaction of the guest, prepare the “Report of Damage to
Customer’s Clothing”, sign it, and forward it to the office of the Manager, Accounting, and Food and
Beverage Director.
Xxx Ggg Hotel Vvv – Damage / Spillage Report
Find attached
14. Trouble / Maintenance Report

If any maintenance is required within an outlet, it must be reported to the Outlet Manager. They will then
communicate the problem to maintenance.
15. Lost and Found
Lost Property Procedures

All lost property items will be dealt with by the Housekeeping Department, ie left behind items from
bedrooms, corridors, public and staff areas, must be handed without delay to the Housekeeping Office or
Security
The person finding any such items should enclose the following information on the appropriate form:
 Date / time
 Article
 Location found
 Your name
 Article #
Xxx Ggg Hotel Vvv Report of lost Object
Find attached

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2. xxx service values

3. You and Your Department

5. Service Rules / Sequence

6. Setting and Clearing of Tables

10. Health and Safety

11. Management of Stock

13. Damages to Customer’s Clothing

14. Trouble/ Maintenance Report

15. Lost and Found

Rooms Division Manager : …

Front Desk Manager : …

Director of Public Relations: …

Director of Human Resources : …

Assistant F&B Director : …

Executive Sous Chef : …

F & B Operation Manager : ..

Director of Conference and Banqueting: …

C & B Service Manager : …

1.2. Introduction to the F&B Operations

1.2.1 Vvv Café és Conditorei

Opening hours & Seating Capacity

Seating Capacity: Outdoor Terrace: 20

Unique Selling Point:

1.2.2 Le Bar Vvv

Opening hours & Seating Capacity

Seating Capacity: Le Bar: 45

Unique selling points:

1.2.3 La Brasserie Vvve Restaurant

Opening hours & Seating Capacity

Seating Capacity: Restaurant: 160

Unique selling points:

Opening hours & Seating Capacity

Seating Capacity: Restaurant: 45

Unique selling points:

1.2.5. RRR Restaurant and Sushi Bar

Opening hours & Seating Capacity

Seating Capacity: Restaurant: 63

Unique selling points:

1.2.6 Executive Lounge

Opening hours & Seating Capacity

1.2.7 Room Service

Opening hours & Seating Capacity

1.2.8 Mini Bar

Operating hours: 7 days a week, 24 hours

1.2.9 Conference & Banqueting

Function Rooms Location Approx. Pax

Ballroom M Level 500

FR9 M Level 250

Exhibition Centre 750

Unique selling points:

1.3 Work Schedule

A months notice is required for leave applications.

1.6 Meal Times and Breaks

No items belonging to the hotel are allowed to be kept there!

Female : Black shoes (no noisy heels)

Male : Black shoes

1.10 Personal Hygiene