Name of

Resturant
SOP 20--

SOP/May 2023 1
Table of Contents
Background of -----......................................................................................................................................7
Organizational chart....................................................................................................................................9
.................................................................................................................................................................... 9
Opening Procedure Collection of Keys........................................................................................................9
..................................................................................................................................................................10
Billing Procedure (tips posting)..................................................................................................................11
QR code comments card...........................................................................................................................13
Polishing of Silverware..............................................................................................................................18
Polishing of crockery, cutlery and glassware.............................................................................................20
Table layout and table set up....................................................................................................................21
..................................................................................................................................................................21
Side station set up.....................................................................................................................................22
Hostess area set up...................................................................................................................................23
Back area set up........................................................................................................................................24
Bar Set up/ mis-en-place and mis-en-scene..............................................................................................25
Taking reservation by telephone...............................................................................................................27
Meeting, Greeting and Seating..................................................................................................................30
Seating Children........................................................................................................................................32
Pool amenity service.................................................................................................................................33
Presentation of Menu, napkin folding.......................................................................................................34
Beverage Service.......................................................................................................................................35
Order taking & Serving champagne/sparkling wine..................................................................................36
Order taking & serving white wine............................................................................................................38
Order taking &serving red wine.................................................................................................................40
Food order taking......................................................................................................................................42
Service of food (starter and main course).................................................................................................43
Clearance procedure.................................................................................................................................45
Order taking and service of dessert...........................................................................................................46
Order taking and service of tea/coffee......................................................................................................47

SOP/May 2023 2
..................................................................................................................................................................47
Billing procedures......................................................................................................................................48
Farewell to the guest.................................................................................................................................52
Table re-set up...........................................................................................................................................53
..................................................................................................................................................................53
Closing Procedure (cashering)...................................................................................................................54
Closing procedure restaurant....................................................................................................................55
Requisition procedure...............................................................................................................................56
Food brought into the hotel by the customer...........................................................................................57
Food taken out from the hotel by the hotel..............................................................................................58
Lost and found procedures........................................................................................................................59
C.F.F procedure.........................................................................................................................................61
Handling special request...........................................................................................................................62
Handling ill guest due to allergies..............................................................................................................63
Handling guest with special dietary requirements....................................................................................64
Children’s experience................................................................................................................................65
Creating a positive impression...................................................................................................................66
Professionalism.........................................................................................................................................67
Service recovery........................................................................................................................................69
Telephone techniques...............................................................................................................................70
Handling guest request..............................................................................................................................72
Grooming standards..................................................................................................................................73
Etiquette social skills..................................................................................................................................75
Cushion & candle set –up..........................................................................................................................77
Shisha set-up.............................................................................................................................................78
Sequence of service and timeliness of service...........................................................................................80
Sequence of order taking..........................................................................................................................83
How to communicate with co-workers effectively....................................................................................85
..................................................................................................................................................................85
Importance of body posture......................................................................................................................87
How to check on guest satisfaction...........................................................................................................89

SOP/May 2023 3
How to carry a tray....................................................................................................................................91
Handling clean and solid linen...................................................................................................................93
Silver service..............................................................................................................................................95
How to serve food plates and dishes at the table.....................................................................................96
How to clean a table..................................................................................................................................97
How to serve Cigars...................................................................................................................................98
How to maintain your section...................................................................................................................99
Clearing soiled plates during and after dinner.........................................................................................101
How to serve large parties.......................................................................................................................102
Clearing extra covers from the table.......................................................................................................104
Reporting to work....................................................................................................................................105
Outlet phone usage.................................................................................................................................106
Anticipation of guest needs.....................................................................................................................107
Guest privacy...........................................................................................................................................109
Clean and go whilst keeping the flow......................................................................................................110
Keeping the guests check ready at all times............................................................................................112
Maintaining a flow of traffic at the work place........................................................................................114
Never say “no” to a guest........................................................................................................................114
Handling and owning the guest complain...............................................................................................116
Placing a napkin on the guest lap............................................................................................................118
Assisting foreign language speaking guests.............................................................................................119
................................................................................................................................................................119
Avoiding wastage of food and beverage and other supplies...................................................................120
Treating celebrity or vip guests...............................................................................................................122
Helping elderly/handicapped guests.......................................................................................................124
Presenting newspaper or a magazine......................................................................................................126
................................................................................................................................................................126
Presenting cigarettes...............................................................................................................................127
Setting up cutlery for different courses...................................................................................................128
Smile! You are on stage...........................................................................................................................129
Smoking rules and regulations................................................................................................................130

SOP/May 2023 4
Importance of speaking clearly................................................................................................................131
Treating indifferent or difficult guests.....................................................................................................132
................................................................................................................................................................132

SOP/May 2023 5
 Name of
restruant
Background of -----

Scope:
Mission

This document applies to the all the functions of the----- in an effective and efficient way on
a daily basis.

Objective:

SOP/May 2023 6
This document describes all the functions carried out to ensure that our guest’s have a consistent
and satisfactory service experience from ----.

SOP/May 2023 7
 Organizational chart

Task : Understanding the different

Hierarchy levels
Revised Date :
SOP Author :
SOP Owner :
SOP Approver :
DCN Number :

Restaurant
Manager

Assistant
Manager

Senior Head
Hostess Bartender

Hostess Service Bartender

assistant

SOP/May 2023 8
 Opening Procedure Collection of Keys

Task : Opening Procedure/Collection of Key

Revised Date :
SOP Author :
SOP Owner :
SOP Approver :
DCN Number :

GOAL: Outlet to be open at the specific mentioned time and staff to be prepared to meet all
the operational requirements

PROCEDURE:
 Collect the keys from Security Office in Tower 2
 Ensure that the key register is signed out with your name and signature
 Count the number of keys to ensure that you have the right amount of keys
 Report any discrepancies to the Supervisor and/or Manager on duty

SOP/May 2023 9
 Billing Procedure (tips posting)

Task : Billing Procedure (Tips posting)

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Accurate Cashiering procedure on tips posting in the MICROS

PROCEDURE:
To accurately monitor the Tips posting in the MICROS on a daily basis.

To set rules and regulations on how tips are being handled, monitored and distributed

Received cash tips from the guests must be given to the Cashier along with the name of
the Ambassador, amount of the tips given and the table number(if applicable) of the guest
written in the KOT pad

Restaurant cash tips mush be handed over to the cashier and she/he must immediately
post the given tips by opening a new table number (same table where guest seated) with “0”
covers and post the amount in the micros key ”Cash Tips” comments to be placed stating
the name of the ambassadors.

Bar cash tips mush be handed over to the cashier and she/he must immediately post the
given tips by opening a new table number with allotted table number given to all bartenders
with “0” covers and post the amount in the micros key ”Cash Tips” comments to be placed
stating the name of the ambassadors.

Foreign currency tips will be posted in the POS converted the amount to AED as per the
hotel rates. Same procedure of posting cash tips the restaurant and bar.

Charged tip from the credit card slip and room charges must be posted in the MICROS
accordingly.

In the credit card slip and room charges there is a tips column where guest can put tips
and the slips/checks will be handed over to the cashier, she/he must closed immediately in
the micros by using “pick up table” key micros button selecting the table and closed the
checks with tips accordingly.

SOP/May 2023 10
Closing will be made as per the Accounts policies and procedures to make sure that the
recorded revenue is equal to the sale posted tips for the day.

Cash tips along with the Cash Sale of the venues must be placed in one envopak (green
bag) with the Cash Remittance form duly filled in and must be dropped to the safe vault
after the operation.

Tips Calculations will be made by the tips committee in each outlet and coordinated to
finance/night auditor for monthly distribution. A point rate system will be used for calculating
tips share for the service associates and points rating will be 1-10 depending on the status
of the associates. Point’s rate also applies to outlet kitchen, housekeeping, and stewarding
and restaurant reservation.

All the Cash & Charged tips accumulated for the month in each Food & Beverage
venues will be distributed accordingly along with the salary.

SOP/May 2023 11
 QR code comments card

Task : QR code comments card

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: To ensure all guests’ feedbacks are recorded online using QR Codes printed on the
“YOUR DINING EXPERIENCE” card

PROCEDURE:
 Ensure that “YOUR DINING CARD” is systematically presented along with the check
in the bill folder, QR Code facing the guest.
 If the guest is not willing to do the survey online and does the survey manually on the
card itself, the Outlet Manager and Manager in-charge are responsible for
completing the survey online on guest’s behalf.
 QR Codes are specific to their respective outlets that can be verified at the bottom of
the code.

Example of QR code

SOP/May 2023 12
QR Codes can be scanned through built in QR Code Scanner Applications in the smart
phones or devices.
 Ensure that phones/device have internet access available either through WIFI or by
the network provider.
 Once scanned, the application will ask to direct the page to website where the
guests can fill in the dining experience survey online.

SOP/May 2023 13
 Please choose the preferred language of survey and click next.

 Click next on the disclaimer page that will direct you to the next page asking for
receipt number.

SOP/May 2023 14
 Enter the Bill number that is printed on the top of the check as generated through
MICROS System and click next

 Ensure to complete the survey on guest behalf as per manual entry in the card and
click next.

SOP/May 2023 15
 Once the survey is completed the page will be directed to Starwood Hotels and
Resorts webpage.

 After completing the survey, attach a copy of the bill to “YOUR DINING
EXPERIENCE CARD” and file it in the respective outlet. The file is to be kept for a
minimum of 1 year in the department for future reference before being discarded.

SOP/May 2023 16
 Polishing of Silverware

Task : Policing of Silverware

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Outlet to have tarnish free and stain free Silverware i.e. sugar bowls, tooth pick
holders, sugar tongs, wine cradle and trays for the day to day operation

PROCEDURE:
 Inform the Stewarding about the silverware polishing
 Ensure the weekly polishing schedules are followed as per check list
 Once the silverwares are polished and washed, ensure that they are wiped with
clean wiping cloths and placed in the designated areas

SOP/May 2023 17
 Polishing of crockery, cutlery and glassware

Task : Polishing of crockery, cutlery and

glassware
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Outlet to have stain free cutleries, crockery’s and glassware and free from any odor

PROCEDURE:

CUTLERY
 Fill a bucket with hot water and add few slices of fresh lemon
 Place the cutlery in the water
 Using a clean dry wiping cloth, polish the cutlery to a shine, ensure that the cutlery is
free of stains and marks
 Place the cutlery in the cutlery racks and store them in pre-designated storage area
or place them back in the side station

GLASSWARE
 For the glassware place a hot water bucket with lemon slices next to the glass rack,
hold the glass over the boiling water and allow the steam to enter the glass
 Do not dip the glass in water
 Polish the glass with a clean linen glass cloth including the inside and the outside,
rim and base
 Check the glass in the light to ensure that it is clean and has no cracks
 Store the glasses in the pre-designated area (side station/bar shelves)

CROCKERY
 Ensure that the crockery is polished with a dry cloth and all stains and marks

SOP/May 2023 18
 Table layout and table set up

Task : Table layout and table set up

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Outlet to look well balanced and well suited for good service flow, and above all
what makes the customer comfortable. Table set up to be appropriate to suit the guest
needs.

PROCEDURE:
 Table layout (ensure that the tables are placed as per the floor plan)
 Once shift commences all the lights in the restaurant to be switched on while doing
set up

TABLE SET-UP:
 Check the plants in the restaurant if it’s in proper condition
 Ensure tables & chairs are clean and free from stain
 Ensure every table top is clean
 Place candle holder on the table
 Ensure that the candle holder is clean and wiped
 Place the salt and pepper on the holder
 Clean and polished show plate to be placed 1 inch (½ thumbs) from the edge of the
table
 Table Fork, Appetizer Fork to be placed on the left hand side, Table Knife, Appetizer
Knife to be placed on the right hand side and all at a left hand a slanted 45 degree
angle
 Fold and place the napkin on the show plate in between the fork and knife
 Place 1 water glass on the tip of the knife on the right hand side
 Chair/ sofas should be cleaned and placed at a distance of just touching the table
and in the centre of one side of the table

SOP/May 2023 19
 Side station set up

Task : Side station set up

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Side stations to be stacked neatly and adequately for the effective operation of the
Restaurant

PROCEDURE:
 Clean side station on daily basis
 Clean and refill tooth pick holders with adequate number of tooth picks
 Keep extra tooth picks in a bowl in the drawer
 Place adequate number of ice tongs to facilitate the operation
 Place tissue paper in the side stations
 Ensure the adequate number of cutlery is placed in the side station drawers
 Clean the food menus and wine list and place an adequate amount on the side
stations
 Adequate numbers of folded napkins are placed in the side station
 Adequate numbers of place mats are placed in the side station
 Water glass are placed inside stations for reset up and service
 Prepare crumbing plates with folded napkins
 Prepare a clean plate with folded napkin to replace cutleries during service
 Adequate numbers of wine napkins are placed in the side station
 Adequate numbers of service trays are placed in the side station
 Adequate numbers of jack stands are placed in the side station
 Adequate numbers of clearance trays are placed in the side station
 Adequate numbers of ashtrays are placed in the side station

SOP/May 2023 20
 Hostess area set up

Task : Hostess area set up

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Lounge area to be clean and cushions to be neatly arranged, plants to look fresh,
hostess desk to be kept neat & tidy.

PROCEDURE:
 Hostess desk to be neatly arranged
 Hostess desk to have 1 food and 1 wine menu
 Luxury collection collaterals to be present at the hostess desk, including pen and
note pad
 The phone should also be wiped and kept clean
 Computer to have the RESPAK (Restaurant reservation system) screen
 The lighting should be adjusted according to the serving period
 Make sure that the lift doors are free of finger marks all the time
 At all given time Rhodes W1 business card should be placed on the top of the desk

SOP/May 2023 21
 Back area set up

Task : Back area set up

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: To have the Back Area adequately equipped with necessary restaurant equipments
for smooth flow of the restaurant operation.

PROCEDURE:
 Remember the hostess desk is in public view hence should always be kept clean
and tidy, as it is the first image of the restaurant for the guest
 All the white rectangular trays and bar trays to be wiped clean.
 Ensure that enough side plates, necessary under liners and other flat wares and
hollow wares are placed in the designated area.
 Adequate number of knife, fork, dessert spoons, soup spoons (service spoons), tea
spoons and demitasse spoons to be placed in the designated area.
 Adequate number of take away containers and bags and cake boxes to be placed in
the designated area.
 To have the “Food taken out by the Customer” Indemnity forms handy.
 Ensure that enough tray mats (rectangular and round) and enough wiping cloths are
available.
 Information Board to be updated with important relevant information about operation,
product knowledge, roaster, allocation and not available items.

SOP/May 2023 22
 Bar Set up/ mis-en-place and mis-en-scene

Task : Bar set up – mis en place and mis en

scene
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: To have the Bar adequately equipped with necessary glassware, crockery’s and bar
equipments. The beverages are stacked at correct temperature in the pre- designated area.

PROCEDURE:
 Collect Beverage, food and general requisition from the stores at pre located time
 Check all the items agree with the requisition before picking up
 If the bar is left unattended, it must be locked
 Pick-up required fruits from the cold kitchen and ensure that the fruit should not be
bruised or damaged.
 Prepare all required garnish and cover them with ice cubes in a container with the
production date on it
 Always use plastic containers to store the prepared fruit items with the production
date on it
 Clean all the sinks keep them dry
 Bar glasses and shakers to be washed and wiped and to be stored appropriately
 Bar Top to be mopped and polished
 Blender to be washed and wiped
 Peanuts and Olives stands to be cleaned and ready to be re-filled
 Cleaning materials to be stored in the pantry
 Cork screws, cocktail pits, and bottles openers to be wiped and stored in the
designated area

SOP/May 2023 23
 Ice picks, tongs, scoops must be cleaned and stored in the designated area
 Service - Ice bins must be filled with Ice
 Furniture must be in good condition, well arranged and dust free
 Air conditioning must be on, and at a comfortable level (for indoor bar only)
 Background music must be at suitable level
 Ensure the bar is clean and tidy, if not inform housekeeping
 Table and chairs and are well arranged
 Check the fridges and the chiller are working properly at the right temperature

 Report to the engineering if not

 Wipe all the display mirrors and display bottles as per plan
 Check the MICROS and POS machines if they are in operation
 All plants and flowers are well maintained, fresh with no dead and dusty leaves and
petals

SOP/May 2023 24
 Taking reservation by telephone

Task : Talking reservation by telephone

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

SOP/May 2023 25
GOAL: To be courteous and prompt and to have the right Attitude and Product Knowledge

PROCEDURE:
 Answer the phone within 3 rings
 Smile when picking up the phone and specify the restaurant name
 Greet the caller:

 “Good Morning/Afternoon/Evening, we thank you for calling Siddhartha Restaurant,

this is xxx (your name), how may I assist you?”
 Ask the guest for the name, date and time, number of guests and smoking/ non
smoking while making the reservation
 Make sure you have the contact number of the guest so that you can reach the guest
for any clarification or to reconfirm the booking
 Listen to the guest carefully and do not interrupt the guest while he is talking
 Clarify any doubts at the end of the conversation.
 Answer any of the guests questions in a very simple language, (do not use hotel
jargon.)
 Ask the guest if he/ she have any special occasions or dietary requirements
 Recognize regular guests and their needs, “Would you like your usual round table or
corner table?”
 Try to address the guest using his/ her name at least twice during the conversation
 Always reconfirm the number of guests, date, time and specifications mentioned by
the guest
 Use positive phrases as “It will be my pleasure to book you a table by the window /
book you a round table”
 Explain cancellation/ release policy to the guest
 Inform caller of parking available at the hotel if appropriate
 Repeat back the reservation details to the guest
 Before concluding ask the guest, “ Is there anything else I might assist you with Mr.
xxx”

 Thank the guest for calling “Thank you for calling Siddhartha Mr.…... we look forward
to seeing you this evening / tomorrow”
 Update the guest profile with special requests, likes/dislikes

SOP/May 2023 26
 Forward the reservation to Restaurant Reservation to put it in the system or update it
in the RESPAK from the point of source.

SOP/May 2023 27
 Meeting, Greeting and Seating

Task : Talking reservation by telephone

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: We approach the guest with a warm and friendly welcome with eye contact and big
smile

PROCEDURE:
 Associate follows “10-5” Rule” by smiling and making eye contact will guest within 10
feet and verbally recognizing and engaging all guests within 5 feet
 All guests to be welcomed at the entrance
 Hostess / Manager or the person at the door moves out from the podium to smile,
greet and welcome the guest using the standard statement. “Good Morning /
Afternoon / Evening! Welcome to Siddhartha”. DO NOT forget to use the guests
name if you already know them
 Establish eye contact and smile
 If you are busy, inform the guest using the phrase “I will be with you shortly”
 Inquire if the guest have a reservation (only for lunch and dinner service), if not,
confirm the number of guests and then ask for smoking or non smoking and if they
would like to sit on the terrace or inside

 If the guest has made a reservation, ask for guest name and room number or contact
number re-confirm the reservation and specifications and proceed to seating
 If guest do not have reservation, check the availabilities and inform the guests if a
table is available or not
 If not available, inform the guest about waiting time and wait for guest confirmation. If
confirmed, suggest the guest to have a seat in the lounge & suggest a drink
 If not confirmed offer a different option to guest such as to book a table for the next
day and offer a choice of other dining venues in the Hotel

SOP/May 2023 28
 Escort the guest (on first visit) to the table by giving him/her a brief introduction about
the restaurant concept and the food offered and to the repeated guests by saying,
“Welcome back Mr. XXX. It’s a pleasure to have you back with us tonight or “Good to
see you again”

 Ask the guest if they are comfortable and happy with the table

 While seating, pull back their chairs, assist children and ladies first
 Provide baby chair if required, once the baby is seated check all the straps to
ensure baby safety
 Place napkin on the lap, by saying “Excuse me, may I?”
 Help the guests with coats and bags by offering guests to keep coat on a coat
hanger
 Present food menu open to guest from the right hand side, ladies first by saying,
“May I present you with the food menu and wine list to be presented to the host (if
known) by saying, “May I present you with the wine list. If host is unknown then
politely ask, “To whom may I present the wine list?” in case of a- la-carte
 Informed the guest about non available items if any
 Immediately clear the extra covers from the table (invert the B&B plate on the show
plate and then place the cutlery inside the napkin and clear it by put it on a tray along
with the glasses, try to be less noisy
 Offer newspaper to solo diners if appropriate
 Wish an enjoyable meal
 Ensure guest name is used at least twice while greeting and seating

SOP/May 2023 29
 Seating Children

Task : Seating Children

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: A warm and friendly welcome should be used with a smile.

PROCEDURE:
 Offer the guest if they would like to have the baby chair for their baby
 The table allocated to them should be spacious for the kids to go around
 Check the baby chair provided is clean and hygienic
 Check if all the safety straps are in position
 Check the baby chair for any damages before presenting the chair
 Ensure to use baby chairs with certified trade mark label only
 Check for any specific food requirements or present them with the kid’s menu
 Ask if they need any other help
 Offer drawing book and colored pens
 Offer a plastic baby plate, glass and cutlery

SOP/May 2023 30
 Pool amenity service

Task : Pool amenity service

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Giving exceptional image of pool service, exhibited by amenity presentation.

PROCEDURE:
 Offer complimentary amenity tray to each and every guest at the pool using the deck
beds and loungers
 The amenity tray should consist of a glass of ice, bottle of brand still water, fruit
slices of the day and a chilled water spray.
 Cold towels should be offered from time to time

SOP/May 2023 31
 Presentation of Menu, napkin folding

Task : Presentation of Menu, napkin folding

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Giving exceptional image of restaurant exhibited by menu presentation.

PROCEDURE:
 Present menu open to guest from the right hand side, ladies first
 Offer kids menu. If Any Kids present
 Inform the guest about daily special and non available items if any while taking order
 Immediately clear the extra covers from the table
 Unfold the napkin for the guest to place napkin on the lap
 Offer newspaper & magazines to solo diners if appropriate

SOP/May 2023 32
 Beverage Service

Task : Presentation of Menu, napkin folding

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Courteous, prompt and helpful. The order is taken down correctly. The order is
repeated carefully and also understood.

PROCEDURE:
 Present the cocktail list to the guest and suggest the luxury collection cocktails as
per Brand Standards
 Take the beverage order in the correct sequence
 Write clearly the B.O.T. (beverage order token)
 Repeat the order to the guest
 Open the table in the micros and punch in all the orders
 Two complementary bar nibbles need to be served according to the luxury collection
brand standard
 Collect the drinks from the bar on a beverage tray and always serve from the right
hand side of the guest.
 Announcing the name of the drinks that you place on the table “Your Martini
Madam/Sir”
 Keep asking for the repeat drink in regular intervals

SOP/May 2023 33
 Order taking & Serving champagne/sparkling wine

Task : Order taking & serving

champagne/sparkling wine
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Orders must be taken in a legible, helpful and skilful manner; Suggestion must be
offered in order to increase sales. Service of champagne to be carried out in a polite and
helpful manner

PROCEDURE:
 Identify host on guest table
 Stand on the right hand side of the host with the wine list in hand
 Present the beverage list with the first page open to the host, from the right hand
side
 Recommend & up sell Champagne according to guest preference
 Once the host has made his choice, reconfirm the order
 Once the order of Champagne is taken enter it in the MICROS
 Pick up the correct bottle from the fridge, ensure the label and foil are intact
 Carry the bottle by cradling it with a folded napkin to the table, ensuring a wine
cooler is placed next to the host seat
 Present the bottle of Champagne from right hand side of host ensuring the label
faces towards the host announcing the name & vintage.
 Make sure you give enough time to host to acknowledge his choice

SOP/May 2023 34
 Ask the guest “May I Open the bottle Sir, Madam?”
 Place the bottle gently in the bucket which is kept next to the table
 Remove foil and unscrew the cage
 Clean the neck of the bottle with the service cloth, ensure that the bottle neck is in
good condition
 Twist the corkscrew, not the bottle, holding it at a slight angle away from the guests
and open without any noise
 Wipe the inside of the neck with a clean service cloth
 Start pouring ladies first ¾ of glass, following a clockwise order, serving from the
right hand side

 Twist the bottle after pouring (to avoid spillage) and remove it
 Use the napkin to clean the neck of the bottle
 Place the bottle back into the bucket gently
 Replenish the guest glass whenever 1/3 is remaining
 Once the bottle is empty, ask the host whether he would like to have another bottle,
if so replace the empty bottle and follow the same above standards
 Always remember to stay discrete when asking the guest if he wishes to open
another bottle

SOP/May 2023 35
 Order taking & serving white wine

Task : Order taking & serving white wine

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Orders must be taken in a legible, helpful and skilful manner; Suggestion must be
offered in order to increase sales. Service of white wine to be carried out in a polite and
helpful manner.

PROCEDURE:
 Identify host on guest table
 Stand on the right hand side of the host with the wine list in hand
 Present the wine list with the first page open to the host, from the right hand side, by
saying, “Allow me to present the wine list”
 Recommend & up sell wine to host according to his choice of white or red
 Once the host has made his choice, reconfirm the order
 Once the order of wine is taken enter it in the MICROS
 Pick up the correct bottle from the fridge, ensure the label and foil are intact
 Service Assistant to check the name of the wine along with the price & vintage as
per the order
 Carry the bottle cradling it with a folded napkin to the table, ensuring a wine cooler is
placed next to the host seat
 Present the bottle of wine from right hand side of host ensuring the label faces
towards the host announcing the name, vintage and grape of the wine e.g. “your
Robert Mondovi 1996 Chardonnay, Sir/Madam”
 Make sure you give enough time to host to acknowledge his choice
 Place the bottle gently in the bucket which is kept next to the table
 Ask the guest ``May I Open the bottle Sir, Madam? ``

SOP/May 2023 36
 Cut the foil below the groove of the bottle neck (ensuring the bottle is in the ice
bucket).
 Remove foil
 Clean the neck of the bottle with the service cloth, ensure that the bottle neck is in
good condition
 Insert corkscrew (twist the corkscrew and not the bottle) holding it at a slight angle
towards you and open without any noise

 Wipe the inside of the neck with a clean service cloth

 Stand on the right hand side of host (with your left hand folded at the back) and ask
him in a polite manner “would you like to taste the wine Sir/Madam?”
 Pour a sip into the glass for tasting
 Twist the bottle after pouring (to avoid spillage)
 Use the napkin to clean the neck of the bottle
 If the host does not approve the wine, ask him in a polite manner ``would you like to
taste another bottle Sir/Madam? ``
 Act upon the guest request
 If the host approves the wine, serve other guests, ladies first, following a clockwise
order from right hand side
 Fill 1/2 of the glass with wine
 Place the bottle back into the bucket gently
 Replenish the guest glass whenever 1/3 is remaining

SOP/May 2023 37
 Order taking &serving red wine

Task : Order taking & serving red wine

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Orders must be taken in a legible, helpful and skilful manner; Suggestion must be
offered in order to increase sales. Service of red wine to be carried out in a polite and
helpful manner

PROCEDURE:
 Identify host on guest table
 Stand on the right hand side of the host with the wine list in hand
 Present the wine list & with the first page open to the host, from the right hand side
and asking him “Would you like to select the wine Sir/Madam?”
 Be prepared to suggest wine if guest ask for assistance
 Always apply the basic rule of matching wine to food e.g. “white wine for light food
and red wine for heavy food”
 Recommend & up sell wine to host according to his choice of red.
 Once the host has made his choice, reconfirm the order
 Once the order of wine is taken enter it in the MICROS
 Place red wine glass on the table (right hand side of the plate) using a beverage tray
 Pick up the correct bottle from the cellar, ensure that the name of the wine matches
on the label and the vintage and foil are intact
 Present the bottle of wine from right hand side ensure the label facing towards the
host announcing the name, vintage and grape of the wine e.g. “your Robert Mondovi
1996 Cabernet Sauvignon Sir/Madam”
 Make sure you give enough time to host to acknowledge his choice
 Ask the host `May I Open the bottle Sir, Madam? ``

SOP/May 2023 38
 Cut the foil below the first groove of the bottle neck
 Remove foil and place it on under liner
 Clean the neck of the bottle with the service cloth, ensure that the bottle neck is in
good condition

 Insert corkscrew (twist the corkscrew and not the bottle) at a slight angle and open
without any noise
 Wipe the inside of the neck with a clean service cloth
 Put the cork on the wine cradle and present it to host (except for the silicon corks)
 Stand on the right side of the host (with your left hand folded at the back) and ask
him in a polite manner “would you like to taste the wine Sir/Madam’’
 If the host does not approve the wine, ask him in a polite manner ``would you like to
taste another bottle Sir/Madam? ``
 Act upon the guest request
 Decant the wine into the red wine decanter, doing it very gracefully (Only for certain
wines)
 Pour a sip into the glass for tasting
 Twist the decanter after pouring (to avoid spillage)
 Use the napkin to clean the neck of the decanter
 If the host approves the wine serve other guests, ladies first following a clockwise
order
 Fill 1/4 of the glass with red wine
 Place the wine decanter onto the table
 Replenish the guest glass whenever less 1/3 is remaining
 Once the bottle is empty, ask the host whether he would like to have another bottle,
if so replace the empty bottle and follow the same above standards
 Always remember to stay discreet when asking the guest

SOP/May 2023 39
 Food order taking

Task : Food order taking

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Orders must be taken in a legible, helpful and skillful manner. Suggestion must be
offered in order to increase sales. Service of food to be carried out in a polite and helpful
manner.

PROCEDURE:
 Order is taken once the guest appears ready to order, always ensure that the
sequence is right children first, ladies, gents, and host. Ask the guest in a polite
manner “may I take your order Sir/Madam?”
 Describe the dishes when required
 Be ready for suggestion or non-available items
 Ask the guest for a starter or suggest to share
 Ask the guest for main course or suggest to share
 Suggest the accompaniments from the menu
 Special needs e.g. (items off the menu) should be checked with chef/manager before
confirming the order with the guest
 Write down the order neatly on a KOT (kitchen order taking) pad with correct cover
numbers and ladies circled
 Repeat the complete order for confirmation
 Enter the order in the MICROS
 Keep a copy of your written KOT on you at all times for all orders taken
 Confirm any special order with kitchen.

SOP/May 2023 40
 Service of food (starter and main course)

Task : Service of food (starter and main

course)
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Food must be checked thoroughly before serving to guest. The complete order must
be delivered in an efficient and polite manner.

PROCEDURE:
 Food runner collects the food from the kitchen on a bussing tray with tray cloth under
liner
 Always ensure to check against the KOT before leaving the pickup counter
 Check the plate is at correct temperature i.e. hot plate for hot food and cold plate for
cold food
 Do not forget the accompaniments, sauces etc.
 Place appropriate serving cutlery with each order e.g. spoon and fork for sharing
items
 Place appropriate cutlery for starter and main course using a dessert plate with
folded napkin
 Starter is carried to the table on a tray
 Serve the starter according to cover no. following the sequence from the right hand
side announcing the name of the dish e.g. Grilled Salmon served with lemon butter
sauce
 Always remember not to place your thumb on the plate by carrying the plates with
the palm of your hand
 Wish the guest for an enjoyable meal
 Ensure starter course is served within 10 minutes of ordering
 Ensure the main course cutleries are in place

SOP/May 2023 41
 Serve the dishes according to the cover no. as per sequence from the right hand
side announcing the name of the dish e.g. “your Butter Chicken Sir/Madam”
 Inform the guest of the plate being hot
 Serve the accompaniments and sauces using a tray
 Place appropriate serving cutlery with each order e.g. spoon and fork for sharing
items
 Wish the guest for enjoyable meal

 Ensure the main course is served within the duration of ten minutes (unless
otherwise advised by the guest) of the last course
 Ask the guest how is the meal at least once during dinner using his/her name, when
the appropriate moment arises
 If there are any complaints about food or beverage they should be replaced after
consultation with the Chef or the Manager
 Refill drinks whenever required during the meal
 During dinner, check for running orders in regular intervals

SOP/May 2023 42
 Clearance procedure

Task : Clearance procedure

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Clearance of all courses and beverages to be done within the specific time frame,
also should be courteous and prompt.

PROCEDURE:
 Clear plates from the right hand side of the cover after asking the guest “may I clear
your plate “Sir/Madam?”
 Clear B&B plates, accompaniments plates, Side order bowls
 While clearing, first clear the plate of the ladies moving in a clockwise direction,
continuing with the rest of the guests at the table
 Clear empty aperitif glass after asking the guest for repeat drink
 Use beverage tray for clearing the glass
 Pick the glass from the right hand side holding the stem or at the base of the glass
incase of water goblet
 Ensure that all main course items and accompaniments are cleared before crumbing
down
 Crumb down by using a “crumber” on a folded napkin and the desert plate with the
folded napkin in clockwise direction
 Crumb down from both side of the guests
 Place toothpick holder with an under liner on the table after completely clearing and
crumbing the entire table

SOP/May 2023 43
 Order taking and service of dessert

Task : Order taking and service of dessert

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Orders must be taken in a legible, helpful and skilful manner; Suggestion must be
offered in order to increase sales. Service of dessert to be carried out in a polite and helpful
manner.

PROCEDURE:
 Once table is cleared with main course, present the dessert menu with dessert page
open
 Recommend special desserts, coffees and liqueurs
 Take the dessert order as per standard order taking sequence
 Place the appropriate cutlery for dessert
 Serve the dessert following the standard service sequence from right hand side
announcing the dessert e.g. “your home made smoothies Sir/Madam”

SOP/May 2023 44
 Order taking and service of tea/coffee

Task : Order taking and service of tea/

coffee
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Courteous, Prompt and Helpful.

PROCEDURE:
 Ask the guest “would you like tea or coffee Sir/Madam”
 Inquire about hot or cold milk on the side or regular or skimmed milk for latte or
cappuccino orders
 Take the order and enter in the MICROS
 Place sugar bowl with under liner the table.
 Pick up tea/coffee accompanied with petit fours
 Place tea cups with saucer and tea spoon in front of the guest ensure that the tea
spoon is place at 4 o’clock position
 Place the tea or coffee pot and creamer on the table after serving
 Ask the guest for repeat tea coffee order


SOP/May 2023 45
 Billing procedures

Task : Order taking and service of

tea/ coffee
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: The bill to be accurate and precise without mistakes

PROCEDURE:
 Check all the entries of the bill before presenting it to the guest
 Once the guest ask for the bill, print the bill from MICROS thermal printer and
present the bill discreetly inside a bill folder upon request from the right hand side of
the guest, ensure that the bill folder is free of stains and marks, with Food for
Thought , Luxury Collection Hotel pen
 Ensure the bill is presented within three minutes of guest request
 Check the mode of payment: room charge, cash, and credit card or complimentary
 For room charge: ensure the name and room number matches and guest has signed
the bill
 For cash: ensure the amount matches with the bill and any change due to be given
immediately along with settled copy of the bill
 For credit card: Credit Card machine to be taken to the host or the guest on a
rectangular
 Tray and the transaction to be done in front of the guest.

F2

1
Credit card swipe slot

SOP/May 2023 Credit card46

insertion
slot
Scenario 1:
 Press 1.
 Press F2 (F&B).
 Enter USER PWD (4 digit)
 Enter Amount (Credit Card machine by default picks up the last 2 decimal places.
For example: If the bill amount were AED 100.00, then the amount to be entered
would be 10000.
 Enter the Tip Amount: Ask the guest, “Sir, would you like to add any tips to the final
amount.” And press RHS green button
 Swipe the Customer Card
 Enter the last 4 digit of the Credit Card
 Request the guest for his signature on the Merchant copy and return the customer
copy along with the copy of the bill to the guest

Scenario 2:
 Press 1
 Press F2 (F&B)
 Enter USER PWD (4 digit)
 Enter Amount (Credit Card machine by default picks up the last 2 decimal places.
For example: If the bill amount were AED 100.00, then the amount to be entered
would be 10000
 Enter the Tip Amount: Ask the guest, “Sir, would you like to add any tips to the final
amount.” And press RHS green button
 Swipe the Customer Card
 Enter the last four digit of the Credit Card
 Credit card machine offers the choice of Currency which the guest would like to pay
it with, either AED (Dirham’s) or foreign currency
 Ask the guest, “Sir would you like to pay it in Dirham’s or Euros/ Dollars/Pounds
etc?”
 If the guest wants to pay by Dirham’s then press, “0 (zero)”, and if the guest wants to
pay by foreign currency then press RHS green button
 Request the guest for his signature on the Merchant copy and return the customer
copy along with the copy of the bill to the guest



SOP/May 2023 47
Scenario 3: (Using Chip Card)
 Insert Chip card into the card slot at the bottom of the machine
 Enter USER PWD (4 digit)
 Enter Amount (Credit Card machine by default picks up the last 2 decimal places.
For example: If the bill amount were AED 100.00, then the amount to be entered
would be 10000
 Enter the Tip Amount: Ask the guest, “Sir, would you like to add any tips to the final
amount.” And press RHS green button
 Credit Card machine asks for the PIN no. Give the credit card machine to the guest
and request him to enter the pin no. by saying, “May I request you for your pin no.”
 Credit card machine offers the choice of Currency, which the guest would like to pay
it with, either AED (Dirham’s) or foreign currency
 Ask the guest, “Sir would you like to pay it in Dirham’s or Euros/ Dollars/Pounds
etc?”
 If the guest wants to pay by Dirham’s then press, “0 (zero)”, and if the guest wants to
pay by foreign currency then press RHS green button
 Return the customer copy along with the copy of the bill to the guest and keep the
merchant copy with us

SOP/May 2023 48
 Farewell to the guest

Task : Farewell to the guest

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Courteous, Prompt and Helpful.

PROCEDURE:
 When the guest is departing, help them to leave the table by pulling back the chair,
assist children and elderly guests first, then ladies
 Offer help with coats and bags
 Thank the guest for dining e.g. (thank you Mr. Smith, see you soon.)
 Final farewell is done by hostess, addressing the guest by their name
 Ensure to check the table again for any lost items before the guest has left the
Restaurant

SOP/May 2023 49
 Table re-set up

Task : Table re set up

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: To ensure that the tables are reset according to the standards provided and to
welcome new guests into RW1

PROCEDURE:
 Clear all the items from the tables using a beverage tray
 Ensure tables & chairs are clean and free from stain
 Place one lamp on each table ensure that lamp holder is cleaned and polished
 One show plate should be placed in front of the chair
 Siddhartha napkins fold to be placed on the show plate at 12 o’ clock position with
the flap into the show plate
 One water glass per cover should be placed vertically above the large knife.
 Chair should be cleaned and placed at a distance of just touching the table and in
the centre of one side of the table
 Place a clean and filled salt and pepper set in front of the table lamp
 Place a reservation sign on the table in case it has been reserved for a second
seating

SOP/May 2023 50
 Closing Procedure (cashering)

Task : Table re set up

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Appropriate storage, general cleanliness and set outlet for next day operations

PROCEDURE:
 Check if all the tables are closed and the bill/check is paid
 Print the daily revenue report, tally the amount, ensure no bills or amount
outstanding in the system
 Ensure that the float is taken out and locked in the float box
 A copy of the revenue report, copies of all the checks must be handed over to the
night auditor along with X and Z report of POS machine
 Cash sale must be sealed in a bag with denomination slip duly filled in and signed by
cashier and counter signed by Supervisor/Manager
 Copies of room charge and PM should be handed over to the reception desk
 Credit Card sale must be sealed in the Red bag and the amount to be entered in the
log book and the bag to be dropped in the credit card safe
 Drop the cash bag in to the safe at back office with seal; enter the details and seal
number in the register along with one Front Office witness
 Fill the log book
 Mention the daily revenue, number of covers, average cover
 Comment on the days operation to be e-mailed
 Credit Card re-conciliation to be done on the e-application
 Any incident or comments made by guest should logged in Customer Feedback
Form
 Ensure all the “Food for thought” cards are placed in the hostess desk for logging by
Executive Hostess
 Table reservations for the following days to be checked
 Ensure staffing level for the next day is adequate
 Place the log book in Siddhartha pigeon hole outside F&B Office

SOP/May 2023 51
  Handover keys and float box to the security and sign out.

Closing procedure restaurant

Task : Table re set up

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Appropriate storage, general cleanliness and set outlet for next day operations

PROCEDURE:
 Ensure all the used mis-en-place is polished and stored safely at pre-designated
area
 Ensure table re setting is carried out discreetly without disturbing the guests in the
Restaurant
 Minimum level of mis-en-place should be placed on the table
 Ensure all the table lamps are lit-off once all the guests left the Restaurant
 Take an inventory as per the sale on the inventory sheet
 Lock all the fridge, cellar and cupboards
 Ensure all the beverages are locked
 Count and enter the linen in the linen control sheet and send it to the linen room
 Ensure that all side stations are clean and tidy
 Clean and arrange the back area
 Ensure that all cutlery, crockery and glassware are cleaned stored in their specific
storage area
 Ensure all the access doors to the terrace and back area are locked safely
 Ensure all the electronic equipments (music, lights, towel warmer, etc.) are switched
off before leaving the Restaurant

SOP/May 2023 52
 Requisition procedure

Task : Requisition procedure

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Accurate and precise amount of stock to be requested

PROCEDURE:
 Requisitions are made on ACE Financials system
 Food, beverage and stationary; are all separately ordered
 Check the par stock and the business requirement before ordering
 Fill in the appropriate columns and save it for approvals
 Follow up on any approvals and availability of requisitions if it is urgent or for any
special events

SOP/May 2023 53
 Food brought into the hotel by the customer

Task : Food brought into the hotel by the

customer
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Ensure the safety of our guests and the overall business

PROCEDURE:
 Any guest would like to reheat their food or baby food what they brought with them
from outside, guest need to be informed about the procedure in a very polite manner
 There is separate indemnity form issued by the Health and Safety department and
needs to be filled up with all the following information
- Name of the customer
- Type of food guest bringing in
- Date
- Signature of the guest
 After the guest has completed all the information, this form needs to be signed by the
Duty Manager, F&B Manager or Executive Chef
 After completing this form, a copy of this form needs to distributed to
- Executive Chef
- F&B Manager
- Health and Safety Officer

 By completing this formality, the Hotel does not take any responsibilities on how the food
was cooked and kept before bringing to the Hotel

SOP/May 2023 54
 Food taken out from the hotel by the hotel

Task : Food taken out from the hotel by the

hotel
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Ensure the safety of our guests and the overall business

PROCEDURE:
 Any guest would like to take some food from the Hotel; they may do so after
completing the formalities and guests need to be informed about the procedure in a
very polite manner
 There is separate indemnity form issued by the Health and Safety department and
needs to be filled up with all the following information
- Name of the customer
- Type of food guest taking
- Date
- Signature of the guest
 After the guest has completed all the information, this form needs to be signed by the
Duty Manager, F&B Manager or Executive Chef
 After completing this form, a copy of this form needs to distributed to
- Executive Chef
- F&B Manager
- Health and Safety Officer

 By completing this formality the Hotel does not take any responsibilities on how the food
will be kept after taking from the Hotel (temperature)

SOP/May 2023 55
 Lost and found procedures

Task : Lost and found procedures

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL:
To ensure that the Customer’s and Associates/Ambassador’s property is safe guarded and
handled transparently according to the policies & procedures laid down by the Management
and Dubai police L&F section.

PROCEDURE:
 Any items left behind by the guest or staff and found from any part of the hotel
premises shall be considered as “Lost & Found”. And therefore it’s everyone’s
responsibility to handle such items with utmost care and attention.

 Items found by any individual or department regardless of valuables or non-

valuables must be deposited at Lost & Found Section (Housekeeping) immediately
after their finding keeping the guest’s best interest in mind.

 CFF to be raised within an hour after depositing the item at Lost and Found section
(Housekeeping Office).

 The Housekeeping department is responsible for depositing, registration and storage

of all the Found items under the direct supervision of the Executive Housekeeper or
Director of Housekeeping.

 All valuable items deposited in the Lost & Found will be communicated by
Housekeeping desk coordinator to Duty manager and Duty security officer.

 A prescribed format will be filled out by the Finder stating the name of the finder,
Contact No or department, Date, Time, Location or Area and the exact Description of
the items found.

 Depositor of the items and the receiver from the Lost & Found Section either a desk
coordinator or then in-charge of the shift must sign the deposit form.

SOP/May 2023 56
 Finder associate/ambassador or department, Security department, and Duty
manager must log in their respective log books with all the details of the found items,
all the concerned staff who may receive any probable enquiries shall be informed.

 All type of Lost & Found enquiries irrespective of in-house or outside must be
forwarded only to the Lost & Found Section (Housekeeping).

 All Found items must be tagged with tracking No’s and logged in the Lost & Found
register by the Housekeeping desk coordinator or the designate.

 All found items must be stored in a secured place and where could easily be
accessed from if any enquiry is made by the owner at any particular stage.

 All inquiries of Lost & Found should be logged with the following information.

 1. Date of the inquiry,

 2. Name of the guest or caller,
 3. Description of the items,
 4. Place and date of the item lost,
 5. Where caller can be located (Address and phone Number),
 6. Where item can be mailed if found,
 7. Details of the method of payment if sent through mail/courier.

 In the event of handing over the found items in person, the owner or claimant must
sign an acknowledgement; produce a valid ID and duty security must witness the
handover and counter sign in the housekeeping register. A log must be made in the
security’s logbook.

 After three months, all Found items must be handed over to the Dubai Police Lost &
Found Section, according to the rules and regulations for the hotels and hotel
apartments that all type of found items can no longer be held at the premises for
more than three months and should not be handed over to the finders any more as it
was done in the past.

 Security will hand over the items to the Police and obtain the receipt with complete
description of the items, signed and stamped by the receiver, however, police may
not accept the English version of the items mentioned in our list, and therefore, an
Arabic translation of the listed items is required.

 If any inquires about the lost items are made and the hotel has already handed over
such items to the police Lost & Found then refer such enquires to the Police station
with all the relevant information.


SOP/May 2023 57
  Security and the Housekeeping L&F section will maintain a separate record of all
the handed over items to the police station month wise and keep the management
updated on the same to avoid any liability later.

C.F.F procedure

Task : C.F.F
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Always ensure that the situation is dealt with as soon as possible and reported to
the concerned departments

PROCEDURE:
 Always write it down
 Listen carefully to the guest. Make sure you have a proper understanding of his
problem.
 Empathize with the guest & apologize
 If an effective solution can be found immediately inform the guest and check for
satisfaction
 In case an immediate solution cannot be found assure the guest that his complaint
will be dealt with as early as possible
 Inform the respective department
 If you cannot effectively deal with the situation ask a senior staff member for
assistance
 Inform the Guest Services Manager of every complaint received
 Log the complaint and fill out the “Customer Feedback & Improvements Procedure
Document” detailing the nature of the complaint
 A copy of the above document should be forwarded to the Guest Services Manager
including the relevant back up

SOP/May 2023 58
  After the situation is dealt with correctly follow up with the guest and check for
satisfaction
 Update the guest profile in RESPAK with the same

Handling special request

Task : Handling special request

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Ensure that guest needs are met according to the guests choice

PROCEDURE:
 Always write it down
 Listen to the guest carefully
 Demonstrate flexibility to meet the needs of the guest
 Add a special request to the guest profile in RESPAK and SGR
 Inform the relevant departments
 Check any requested products / alternatives are ordered / prepared ready for guest
arrival (Soya milk etc.)
 Relevant staff are briefed on a daily basis to ensure special requests are respected
and guest does not have to repeat request throughout the stay ( e.g. guest with
allergy to dairy products has Soya milk automatically placed on room service
breakfast tray)

SOP/May 2023 59
SOP/May 2023 60
 Handling ill guest due to allergies

Task : Handling ill guest due to allergies

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: Offer any medical assistant required to the guest

PROCEDURE:
 Show empathy
 Offer medical assistance if required
 Inform the relevant department / Senior Managers / Manager on Duty / Duty Nurse
 Remove allergy causing item and provide replacement ( e.g. feather pillow )
 Check guest satisfaction with replacement
 Manager to follow up for courtesy

SOP/May 2023 61
 Handling guest with special dietary requirements

Task : Handling guest with special dietary

requirements
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: To ensure the dietary requirement for the guest is met

PROCEDURE:
 Always write it down
 Listen attentively to the guest’s requirements and ask questions to ensure specific
requirements are met
 Demonstrate flexibility to meet the needs of the guest
 Handle guest request and contact other departments on behalf of the guest
 Listen attentively and ask questions
 Repeat details to confirm
 Inform the relevant food and beverage outlets of the guest requirements
 Update the guest profile in RESPAK and SGR
 Relevant staffs are briefed on a daily basis to ensure special requests are respected
and guest does not have to repeat request throughout the stay


SOP/May 2023 62
 Children’s experience

Task : Children’s experience

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: To provide efficient and friendly atmosphere for our little guests

PROCEDURE:
 Welcome children with a smile and use their names (if known)
 Communicate with children in their language if possible
 Provide high chairs with safety belts in Restaurants and booster seats
 Ensure that high chairs are in good condition and clean
 Ensure that children are securely fastened in high chair
 Provide children’s menu at reasonable prices
 Prepare special food upon request
 Be flexible with children’s food and drink requirements and be attentive to their
needs
 Offer to warm baby food and bottles
 Assist children with slicing and serving
 Serve younger children drinks in plastic tumblers
 Use designated children’s cutlery
 Serve children quickly
 Offer a free ice cream or similar dessert
 Ask parents’ permission before offering
 Provide coloring books and pencils to children
 At the end of the meal provide wet towel to children

SOP/May 2023 63
 Creating a positive impression

Task : Children’s experience

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: To let the guest feel that they are treated in a positive note

PROCEDURE:
 Always greet guests before they greet you
 Make eye contact, smile and greet guests and colleagues by name
 Listen attentively
 Speak clearly, use a positive tone of voice
 Use positive and courteous language (e.g. please, thank you, my pleasure, may I
suggest, certainly, etc.)
 Use appropriate body language ( e.g. when walking, keep head up, cheerful
expression and normal pace)

SOP/May 2023 64
 Professionalism

Task : Professionalism
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: To let the guest feel that they are treated with a positive note

PROCEDURE:
 Take responsibility for guest requests; always contact another department or
colleague on the guest’s behalf
 Tell the guest what we can do to help him /her
 Assure the guest his/her needs will be met e.g. “ I will take care of that personally”
 Never point when giving directions; walk 5 paces and indicate or offer to escort
guests personally to the desired location or find someone who can
 When escorting the guest to an outlet or facility e.g. restaurant, Business Centre, do
not abandon the guest and ensure a colleague is available to serve the guest
 Always introduce a guest by name to a colleague e.g. “Jean- Pierre, this is Mr. X, he
would like …..” Or “Mr. X, this is Jean-Pierre who will be happy to help you with …..”
 Approach the guest and offer assistance before being asked
 Anticipate guest needs by observing the guest and surroundings
 Ask open questions to identify needs
 Anticipate colleagues needs and offer assistance
 Consider the guests reasons for stay and adapt or offer information and services
accordingly
 Keep up-to-date with activities, events, services and facilities, in the hotel and local
area, in order to be able to inform the guest and offer options

SOP/May 2023 65
 Never give out a guest room number to a third party
 Respect guest’s privacy by avoiding unnecessary noise (conversations in
corridors/public areas, slamming doors etc…)

 If unable to deal with a guest immediately, acknowledge with eye contact and a smile
and say “ I will be with you shortly”
 Ask for the guest name not the room number

 Use the guest name during every interaction
 Always remain calm and exercise self-control
 Never criticize a colleague or the hotel/company’s policies in front of guests

SOP/May 2023 66
 Service recovery

Task : Service recovery

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: To ensure each guest left happy from the Restaurant by solving the complaint or
comment from the guest in a professional way

PROCEDURE:
 Listen attentively to comments and dissatisfaction expressed by the guests
 Remain calm
 Take ownership and show eagerness to be of assistance
 Do not loose sight of the complaint until it has been resolved
 Apologize with sincerity to show regret for the guest’s disappointment
 Express concern over difficult situations or guest facing situations
 Check your understanding of the situation
 Offer solutions and alternatives (including time frames) and agree with the guest on
the solution that will be applied
 Apply the hotel predetermined procedure determining the sum of money/rebate
allowance available to each employee to satisfy guest dissatisfaction and report this
 Deal with the guest face to face and if the guest agrees, away from the public and
seated
 Thank the guest for bringing the problem to our attention and for their patience and
co-operation
 Follow up to check that the solution has been effected and that the guest is satisfied
 Report the incident to the Manager on Duty and inform the relevant department head

SOP/May 2023 67
  All written comments or complaints are to receive a reply within 24 hrs
 Keep guest information confidential

Telephone techniques

Task : Telephone techniques

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: To ensure each associate uses the same telephone greeting standard at all the time
PROCEDURE:

HOW TO ANSWER CALL:

 All staff know how the telephone system works(e.g. how to transfer calls, place calls
on hold)
 Answer the telephone within 3 rings
 Synchronize timings:
 Good Morning 00:00 to 12:00
 Good Afternoon 12:00 to 16:00
 Good Evening 16:00 to 00:00
 Greet the caller using “Good morning / afternoon / evening, we thank you for calling
Siddhartha, this is (your name), how may I assist you”
 Use positive tone of voice and language
 Avoid hotel jargon e.g. “pax”, instead use “guests”
 Speak clearly and articulate words
 Use the caller’s name
 Listen attentively and check your understanding
 Avoid transferring the calls unnecessarily and take responsibility for dealing with the
request

SOP/May 2023 68
  If request is unclear, take the contact number and offer for a colleague to return call
within 10 minutes
 Thank the caller by name
 Wait for the caller to hang up first
 If the caller says thank you at the end of the call ( e.g. when transferring the call ),
show that you have heard by making an appropriate response such as “You’re
welcome”

TRANSFERRING A CALL
 Inform the caller of your intention to transfer and state the name of
person/department the call is being connected to
 Announce to the person to whom the call is being transferred, the name of the caller
and reason for the call
 When receiving a transferred call, do not transfer again, deal with the request
 When receiving a transferred call, use the name of caller and any information that
has been passed on to you

CALLS ON HOLD
 All calls must be answered in person before putting a call on hold
 Always ask the permission before putting a call on hold by saying, “May I put you on
hold?”
 Do not keep calls on hold for more 15 seconds or 6 rings without returning to the call
to advise of the situation and to check whether the caller wishes to continue holding
 Thank the caller for holding when returning to the call by saying “Thank you for
holding the line”
 Automatic “pick up” is available after 3 rings / 5 seconds
 On hold music or promotional messages is available for calls on hold

SOP/May 2023 69
 Handling guest request

Task : Handling guest request

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: To ensure guest needs are provided, if not to provide alternative options

PROCEDURE:
 Always write it down
 Summarize the request accurately
 Take the responsibility for guest requests; always contact another department or
colleague on the guest’s behalf
 Inform the guest of your next actions, and give the time frame
 If there is any delay in delivery, keep the guest informed until the situation is resolved
 If necessary, explain why it may not be possible to meet and offer alternative
solutions
 Follow up and check satisfaction

SOP/May 2023 70
 Grooming standards

Task : Grooming standards

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: To appear smart and presentable at all times

PROCEDURE:
 Name badge on at all times, with GH pride pin and Drive the Vision badge
 Uniform well pressed
 No strong after shave or strong perfume
 Clean hands & manicured nails
 Attention to personal hygiene (shower prior to start of shift use of deodorant,
brushing of teeth , fresh breath at all times)

LADIES:
 Short Hair

Neat and well cut hair, not covering the face and forehead clearly shown. Hair neatly placed
by hair clips, no colored hair
 Long hair

Neatly tied up into a bun and the ears are clearly shown. Hair style not covering the face &
forehead clearly shown
 No punk hair style
 Conservative makeup

SOP/May 2023 71
 Natural nail varnish
 Small stud earring (if used)
 One chain around the neck (not revealing)
 No ring, watch and bracelet to be worn

SOP/May 2023 72
Gentleman
 Clean shaven
 Short hair & off the collar
 No earrings
 One necklace ( not revealing )
 No ring, and bracelet to be worn

SOP/May 2023 73
 Etiquette social skills

Task : Social skills

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: To have the right Attitude and Product knowledge and to recognize all opportunities
PROCEDURE:
Attitude
 Greet guest and colleagues with a smile and maintain a friendly and pleasant
expression
 Stand upright, do not fold your arms in front of the guest
 Keep your hands out of your pockets
 Do not lean on the counter at any time
 Do not play with hair and jewellery
 Ensure a positive body language

Speech
 Be tactful and courteous, do not argue with guests
 Be humored and even tempered, do not become over friendly with guests
 Look at a guest when addressing him/her
 Look and act professional
 Always appear confident
 Listen carefully to guest when talking to him/her
 Be positive
 Use the guest’s name at least twice once known

 Ask the right questions to identify needs

 Talk clearly and maintain a good tone of voice at all times
 Do not criticize one guest to another

SOP/May 2023 74
  Do not refer guest as “He / She” or “They” “ in their presence
 Do not weary the guest with your troubles
 Do not discuss religion or politics with guests
 Be specific in your explanations
 Consult your colleagues if any doubt arises

Establishing Contact

 Give guest a warm and friendly welcome, “Good morning Mr. XYZ…., how may I
help you?”
 Make the guest feel comfortable and safe
 Refer to the guest twice by the correct title and name once known
 Identify the guest’s needs
 Observe what is happening around you
 Be discreet
 Show guests a sympathetic interest
 Take your time for the guest
 Always recommend our services to the guest
 Appear neat and tidy but never severe
 Maintain eye contact

Product Knowledge

 Know the different facilities available in the Hotel and at the LRM
 Be able to describe each product
 Know who is who
 Know the layout of the Hotel
 Know the location, timings, promotions and theme nights of the outlets
 Have a good general knowledge of Dubai and the UAE
 Be aware of any special promotions going on in the Hotel
 Know which function are taking place and where
 All F&B staff to posses thorough knowledge of the Menu

SOP/May 2023 75
 Cushion & candle set –up

Task : Cushion and candle set-up

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: To create the best impression on how we set the Restaurant for our guests

CUSHION SET-UP
 Ensure all cushions are cleaned including the pillows
 Make sure all the white & gold cushions are arranged alternatively on the steps, to
create a good impression on both the side (Pool area & Palm area) steps
 After arranging all pillows and cushions, adjust all the pillows and cushions on an
appropriate line

CANDLE SET-UP
 Make sure all the steel candle holders are polished periodically including the glasses
 Arrange them as per their sizes on both either side (Pool area & Palm area) steps
 Place the candle inside the steel candle holder as per sizes with new refilled candles
on top, filled with salt to level the visibility of candle after it’s lighted
 Adjust all the steel candle holders in a appropriate line
 Light all the candles while the sun sets.

SOP/May 2023 76
 Shisha set-up

Task : Shisha set-up

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

GOAL: To deliver a consistent service and product for this unique cultural experience in the
UAE

PROCEDURE:

SISHA SET-UP
 Ensure the sisha counter is fully washed and cleaned including the floor

 Make sure sisha pipes are clean (soft bristle brush to clean the pipe and base bottle)

 Use 1 tea spoon of washing detergent powder into the base bottle and fill to the top
hot water and leave it for 20 minutes

 Rinse with water until it is clean

 Ensure adequate number of plastic pipes (mapsam) are kept ready for the operation

SISHA SERVICE
 Always double check the clay bowl, metal tray, pipe, hose & glass water bottle are
clean before service
 Present the sisha list from the right hand side of the host then followed by ladies and
asking them “Would you like to select the sisha Sir/Madam?”
 Recommend & up sell sisha to host according to the flavors available
 If the host has made his choice, reconfirm the order with the flavor name
 Once the order of sisha is taken enter it in the MICROS
 The sisha service assistant will arrange the sisha and should be served with in 10
minutes
 Ensure every 10 minutes charcoal has been replaced to ensure the quality of the
shisha experience remains

SOP/May 2023 77
 Between 30 to 40 minutes ask the guest on the flavor has to be refilled

 If the guest order for refill, enter it in the MICROS, and the sisha service assistant will
come with new clay bowl with a fresh flavor
 If the guest did not order for refill, remove the sisha from their table as soon as
possible to avoid breakage
 Call the shisha service assistants for any help with guests requests or concerns
about the shisha taste or quality as they are the experts on this topic

SOP/May 2023 78
 Sequence of service and timeliness of service

Task : Sequence of service and timeliness

of service
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create a proper sequence of service and steps from the welcoming of the guest to
the departure from the outlet. Follow standards according to five star luxury standards and
tailoring it to the RW1 procedures.

 Maintain most alert posture, eye contact, positive body language & beautiful smile
and move forward to arriving guests for a warm welcome

 Good Morning / Afternoon / Evening & Welcome to RW1, Mr. & Mrs. (if known)
________” It is a pleasure to have you with us”

 Keep smiling while inquiring pleasantly about additional guest joining, offer
sincere help, etc.

 Escort guest to the desired table and help while seating by pulling
chairs/sofa gently, opening napkins beginning with ladies first

 Offer guests menus, ladies first, also ask if they would like to see the wine
list. Place knife across the napkins on any extra table setting and remove
them promptly. Make sure to use a service tray when removing the extra
glassware

 Offer the up selling beverages like Cocktail of the day and take water
order, thus serving promptly

SOP/May 2023 79
 Bring beverage to the table according to the order, again serving the ladies
first, always from the right

 Remember to confirm the order by repeating the item to the guest. Make
sure to do a final check by asking if there is anything else they would like
to order

 Punch the order correctly in the micros system keeping any special
comments for the kitchen or dietary requirements in mind

 Correctly set-up the table with required silverware for the first course

 Pour wine or re-fill beverages and supervise any other requirements on the
table

 Help bring the food to the table serving the ladies first and always from the
right. Pay attention to your guest by observing their body language, pour
beverages, anticipate needs and fulfill their unexpressed wishes. Enhance
guest experience

 If serving more than one course, clear the first course soiled plates and
punch pick-up ticket in micros for the next course

 Correctly set-up the table with required silverware for the next course,
while asking the guest for the satisfaction with the food

SOP/May 2023 80
 Again help bring the food to the table serving the ladies first and always
from the right. Pay attention to your guest by observing their body
language, pour beverages, anticipate needs and fulfill their unexpressed
wishes. Enhance guest experience

 Straiten table, provide beverages and other needful items if required like
the mustard and salt presentation

 Check if the guest has finished with the main courses, then drop the
toothpicks and then start clearing soiled dished, inquire guest satisfaction
entice guest for additional item from the dessert menu. Explain other
promotions and features of the hotels eloquently

 Inquire about dessert order, tea & coffee or after dinner drinks and serve
order promptly. Also make sure the table clean and tidy

 If nothing else needed drop the check on the table per guest’s request,
take the appropriate mode of payment – cash or credit or room charge and
complete the transaction accordingly. Entice them to join any of our other
outlets for the rest of the stay

 Thank guest with gratitude and help guest from the table by pulling chair
etc. Thank guest for having the meal in your venue and wishing to have a
good stay. Help guest with their belongings

SOP/May 2023 81
 Sequence of order taking

Task : Sequence of order taking

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create a proper sequence of service and steps for taking order from a guest

 Order taking is the first experience that the guest gets on how professional you are
and how much product knowledge you have regarding your menus

 Good order taking should be a mutual process where you are able to sell things that
you are looking to promote and at the same time be able to deliver what the guest is
trying to receive

 Before order taking you must ask yourself this question: what kind of guest is this? –
“meet” guest or an “eat” guest? Depending on the type of guest you have would
decide the further steps in the process of order taking

 Meet guests is visiting your restaurant for enjoying the company of their partner(s)
and are not influenced by how well the food is or what is the special or the day. On
the other hand, an “eat” guest is interested in knowing everything you have to inform
them about the food and will love to indulge in your deep insights of the products.
Follow the steps mentioned below in order taking:

 Whenever possible always approach the guest from the right hand side when taking
order

 Before you approach you must have: KOT pad and a pen to write your order with. Do
not interrupt guest during their conversation and find the right time to break the talk

SOP/May 2023 82
 Greet the table with the proper greeting

 Politely ask the guests “are there any questions on the menu?” and offer assistance

 Start taking the order from the ladies first, and eloquently explaining any queries they
might have

 If there are kids on the table, always make them a priority and take their order first

 Always presume that the guest is going to order 3 courses: appetizer, main and
dessert. While taking order if the guest only order one of the three courses, do not
forget to ask what they would like to have for their appetizer or for the main. This
helps to up-sell and also shows that you are paying attention to the order

 Make sure you maintain an attentive body posture and lean a little bit to show that
you are alert and interested in listening to the guest

 Do not miss a chance of up-selling any items during this period and after writing
down the order, kindly ask the guest “may I take the menus?”

 Remember to confirm the order by repeating the item to the guest. Make sure to do a
final check by asking if there is anything else they would like to order

 Once away from the table, return the menus back to the side stations

 Approach the micros station and swipe your card and follow the instructions on how
to open a table

 Punch the order according to your KOT pad and double check before sending to
kitchen

 Do not forget to check with the kitchen if you sent any special messages and ensure
proper delivery of the order

 Go back to the table and prepare the proper cutlery or any sharing plates that you
might need for the orde

SOP/May 2023 83
 How to communicate with co-workers effectively

Task : How to communicate with co-workers

effectively
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create a proper standard on how to communicate effectively during operation and
busy times

 The most successful organizations are the ones that communicate in the most
effective manner and make fast and accurate communication the utmost priority

 Before understanding the best communication methods we need to understand the

following barriers to communication:

 Language: the biggest difference you could have in understanding someone or

communicate with them is the language. Your accent also could cause major
misunderstanding, e.g. duck or dog

 Cultural differences: difference in culture tends to affect the way to talk to someone
and how you understand them

 Slang: common slang words or country specific words would cause a lot of
confusion and misunderstanding as well

 In-complete information: the worst kind of information is incomplete information, as

it opens doors to assumptions and guess work

 Delayed information: communication also fails due to delay in information. Some

time the correct information reaching the receiver late could be worthless to act on

SOP/May 2023 84
 Physical barrier: Distance between the sender and receiver could affect efficient
communication

 Sound barrier: the amount of noise or sounds around you could cause problem
understanding the person
 Please follow some of the following guidelines in order to effectively communicate
during operation:

 Write the message: when you want to be sure that the receiver understood you,
write the message. The kitchen will really appreciate the comments you write on the
docket, than the verbal message you give on the window

 Cannot have too much information: the more you communicate the better it is.
Never assume that the information is not relevant for the receiver, you never know
what they can use the information for

 Take help of body language: when trying to communicate with the guest regarding
the menu item they are asking you about, use your gestures by pointing towards the
menu with your hand or finger, rather than trying to talk.

 Repeat to confirm: confirmation of the order by stating the message back to sender
helps to avoid any confusion

 Relay message instantly: when a message is received for relay it needs to be done
instantly

 Have “restaurant eyes”: closed focus is very important in doing highly sensitive
actions, but on the floor during operation having a panoramic view at all times is
more effective. A any given time, you should be able to scan the floor and look at the
tables needing attention, helps you catch guest request faster and effectively

 Tell everyone: do not hold back any information. Tell everyone one on the floor any
information that could affect the guest. You think the cashier doesn’t need to
know that you are out of Buratta Cheese? Think again! A guest calling on the
phone to book table with a Buratta Cheese order and cashier should tell them
that it is 86’d

 When not sure say “no”: giving wrong information to the guest is worse than not
giving any information. If you are not sure that the dish have nuts in it or not, do not
guess, say no you don’t know, and get back with the correct information to the guest

 Positive attitude: one of the most important catalysts to effective and open
communication is the positive attitude to solve problems and lending an ear to listen.
Show that you genuinely care for the guest and want to help. The guest will open-up
to you faster and help you to communicate better

SOP/May 2023 85
 Importance of body posture

Task : Importance of body posture

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To present the importance and the effect of body posture at work

 A welcoming body posture is a must for any service professional that wants to give a
quality impression to the guests

 While at work, all employees must feel as if they are on stage and all the guest
eyes are on them, thus maintaining a proper posture and qualified image is key

 Please refrain from the following bad postures or body gestures while at work:

 Leaning on the wall or the hostess desk

 Closing/folding your arms

 Hands in the pocket

 Slouching to one side

 Pointing with your fingers (use opened palm gestures or escort)

SOP/May 2023 86
 Dragging feet

 Showing the bottom of your feet (very bad meaning in Islam)

 Touching nose, face, arm pits or other private parts in front of guests

 Your straight and alert body posture will always welcoming guest and show your
attention towards them

 A straight body posture also allows you to have a better panoramic view of the
restaurant

 Reminder, to lean towards guest when listening closely and also when
speaking with kids please kneel to show your care

SOP/May 2023 87
 How to check on guest satisfaction

Task : How to check on guest satisfaction

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create a proper standard on how to check on the satisfaction of the guest
professionally

 Instant feedback from the guest is the most valuable form of feedback you can get,
since it gives you a chance to resolve any possible opportunities immediately

 During the course of the meal guest must be checked on at least three different
times. Although, be very careful when you have a guest who does not want to be
interrupted very often. Give the guest the space they need

 After, each food course is served, it is important to find out the food is cooked to the
liking of the guest, check guest by politely asking, “is the meal prepared to your
liking,”

 If positive response, urge guest to enjoy the meal

 If negative response, ask guest to give you more details, how they would like the
meal to be prepared

 Always remember, the guest perception is reality, even though if guest might not be
completely right on the comments about the food be in agreement to assure that you
want to help

SOP/May 2023 88
  Always take ownership of the complaint and involve the manager on the floor right
away. The important thing is not the issue itself, but how fast the resolution is given
to the guest

 Once the resolution is given, re-check on the guest satisfaction in the similar way
and thank for having patience

 Be careful of your body language when checking on guest satisfaction, make sure
you lean and show your care while listening to them
Suggesting wine with food

Task : Suggesting wine with food

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create proper guidelines on pairing and suggesting wine with food

 There is no right or wrong suggestion in wine. What is good for you might not be
good for the guest. Always remember palates differ and so should your imagination
of wine paring

 Having said that, they are certain rules that we need to follow in order to make
successful suggestions. Every sensory organ that we have in our body needs to be
touched in order to have a perfect combination

 4 golden rules of suggesting wine with food:

 Food & Wine should never overpower each other: A rich/heavy dish should be
paired with a heavy/full-bodied wine! A light dish should be paired with a delicate,
white wine

 Acidity cuts through fat: A rich dish (e.g. with a creamy sauce) needs a wine with a
fresh acidity

 Tannin reacts with Protein: Meat, especially dark meat needs a wine with high
tannin content. Be careful with tannin and fish, they do not tend to go together

SOP/May 2023 89
  The Quality of wine and food should be similar: For a simple dish (e.g. Club
Sandwich) a simple wine is good (e.g. Cote du Rhone), a high-quality steak should
be served with a premium wine

 Not necessarily true that White wine for fish and red wine for meat, you can serve
red wine with fish also, if it is low in tannins!

How to carry a tray

Task : How to carry a tray

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create a proper standard on how to carry a tray

 The service tray is the most common operating equipment used by the floor staff and
must be like an extension of your hand for smooth operation

 Before you learn how to carry a tray you must make sure that the service trays in use
are spotless and clean

 The tray should not only be clean from the top but also from the bottom, as it might
touch your hand and transfer food left-over or other unwanted materials to guest
objects like cutlery etc.

 Please follow the below guidelines when carrying trays:

 Whenever possible try to carry the tray in your left hand, by firmly placing the open
palm of your hand in the middle of the tray. It is customary in the middle-east to
serve guest with right hand, so try to use your right hand for delivering and left hand
for carrying

 Round tray – carry with your left palm, big oval tray carry with both hands on each
end, wooden handle tray with both hands in the handle slots

SOP/May 2023 90
 Once you have your left palm firmly placed in the center of the tray, try to lift the tray
whilst balancing or adjusting using your right hand

 Never carry a tray if you think it is too heavy for you. Make multiple trips if you have
to, but don’t over-load and break things. Better safe than sorry!

 Once you think the balance is perfectly made, you can release the help of the right
hand
 Make sure you carry the tray closer to your body as it helps to keep better control
while walking

 Never try to carry the tray above your chest level, as it become difficult to balance

 Never put the tray on the guest table, the bottom of the tray could make the guest
 table dirty and unhealthy for food service

 When carrying drinks on the table, always remember to keep taller drinks closer to
you and keep ladies’ drinks the most accessible

 When carrying trays need to make sure that you keep an eye at all times, it helps
your focus and keep the balance

 When serving food or drinks or clearing tables using tray, do not tilt or sway the tray
as it might cause the items to fall off and cause injury to the guest

 Always store trays in the designated storage area, like the side station or at the food
line

 Never put the trays on the floor as it might cause cross contamination

 Even if the tray is empty always carry it straight as if it had items on it. Do not swing
or carry the tray in a un-attentive manner as it is unprofessional

SOP/May 2023 91
 Handling clean and solid linen

Task : Handling clean and solid linen

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create a proper standard on how to handle clean and soiled linen

 No other table set-up item comes closer to our guests than a food napkin. Why?
Because they wipe their mouth and lips with it

 The quality and cleanliness of the food napkin should be kept absolutely highest
standard possible

 Clean Linen: When handling clean linen please follow the below guideline:

 Linen should have the least amount of physical contact with us before it gets to the
guest, as too much handling could cause cross-contamination

 Clean linen should always be kept apart from soiled linen and should be covered at
all time, unless on the table already

 Clean folded napkins or placemats should not be re-used from a table, even if you
are sure that the guest didn’t use them. Once a guest sits on a table, you should not
re-use those napkins until washed again

 When a guest drop a linen, it should be considered un-usable and should be

replaced immediately with a fresh clean napkin

SOP/May 2023 92
 When delivering clean folded napkin to a guest, use the least amount of physical
contact with the napkin and if possible use a fork and a spoon like silver service to
give the napkin to guest

 Clean napkins with holes and visible damage should be discarded as unusable and
must be kept in circulation for the guest use

 No table napkin should be used for wiping cutlery or glasses

 Soiled Linen: When handling soiled linen please follow the below guidelines:

 When picking up soiled linen from the guest table, always make sure to carry it on
your forearm, with half of napkin or placemat extending on each side

 Do not wave or shake vigorously the soiled linen on the floor, it might cause some
food debris to land on other near-by tables or guest

 Do not pile up soiled linen too much in a bundle on the floor, rather make several
trips if you have to, but not a huge pile going through the floor at a time

 All soiled linen must be segregated every night and counted before being sent to
laundry

 Remember, wine napkin is for serving wine, wiping cloth of wiping, polishing
cloth for cutlery and glass polishing and guest napkin for guests! Do not mix
them at any time!

SOP/May 2023 93
 Silver service

Task : Handling clean and solid linen

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create a proper standard on how to do silver service

 Although silver service concept came from England with a lot of rules and
regulation, like serve from the left and clear from the right etc. But the
current usage of this concept has changed a bit

 In RW1, when we talk about silver service we mean serving the guest the
food or bread using a dinner fork and a dinner spoon

 The reason why we use the fork and spoon is to show the personal service
and thus also allowing you to not touch the food and use the cutlery as a
tong

 Please follow the below guidelines for silver service:

 Always make sure the cutlery you are using is clean, sanitized and
properly polished

 Before you do silver service, make sure that the guest has a sharing plate
or a salad/dessert plate in front of them to collect the food

SOP/May 2023 94
  When serving food using silver service, the fork always stay on top and
spoon at the bottom

 Use inverted fork and spoon for round or hard skin food items e.g. bread

 Use both fork and spoon facing up to serve softer flatter food items like fish
or steak
 Make sure to serve ladies first and then go clockwise around the table,
serving everyone from the right
 Always make sure to announce the food item when serving the guest

How to serve food plates and dishes at the table

Task : How to serve food plates and dishes

at the table
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create a proper standard on how to carry and deliver food plates to the guest

 The food we serve to guest is only as presentable as the plate it is served in

 All food plates must be properly sanitized and polished before any food material is
placed in it
 Please follow below guidelines while serving food plates:
 Whenever possible carry all food plates using serving napkins, as your fingers might
cause cross-contamination
 When holding plates in your hand, make sure you do not touch any food material
 Do not carry more plates than you can balance, and always take the ladies and kids
plates first
 Once again, carry the plates in your left hand and serve from the right hand,
approaching each guest from the right side
 Before you pick the plates, make sure they are in the position, that will help you to
place in front of the guest the way the chef has made the plating

 When carrying three plates follow the following steps:

Pick the plate to be served the last and place it in your left hand fingers in
a way so that your thumb and pinky finger is on top of the plate and other
fingers holding the plate below

SOP/May 2023 95
 Pick the plate that needs to be served second and place in above the first
plate on your forearm in a way that your thumb and finger helps you to
balance it better
Remember the more flat your forearm and arm is (parallel to the plate) the
better it is to balance these two plates
Lastly, pick the plate that needs to be served first in your right hand fingers

 Once, food plates are in your hand, try not to zigzag or sway on the floor as it might
disturb the balance of the food and thus making the dish un-presentable
 Make sure to serve the ladies first always from right side and then go around the
table clockwise. Always caution guest if you are serving hot plates by saying
“please be careful hot plates”
 Be very polite and name each item when you give it to the guest. Make sure you do
not interrupt their conversation

How to clean a table

Task : How to clean a table

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create a proper standard on how to clean a table

 During or after service, it is important that when we re-set a table it is properly clean
and sanitized
 Un-clean table can cause cross contamination and other food borne illness or
injuries
 Cleaning tables properly increases the life of the table and makes it more
presentable, thus reducing maintenance and replacement costs
 When cleaning a table make sure to have the following items: a proper approved
cleaning cloth, a B&B plate to collect debris from the table and sanitizer if needed
 When cleaning a table please follow the below guidelines:
 Using the wiping cloth, do a preliminary collection of all the big food left-over or
debris from the table. DO NOT THROW THE DEBRIS ON THE FLOOR USE THE
B&B PLATE TO COLLECT IT
 Spray the table with the sanitizer, keeping in mind the surrounding table and not to
deflect any spray to the guest around

SOP/May 2023 96
  Now using the wiping cloth make long strokes from one side to other and clean the
table with force
 Make sure to rub-in the sanitizer in order to get the optimum effect
 Make sure to rub-off all the excess spray left as it might further damage if left alone
 Do not leave the table wet before you put new set-up
 Whenever possible do a dry wipe after sanitizing the table to make sure that the
table is dry and ready for new set-ups
 Do not forget to check the chairs around for any debris and also wipe them in the
similar fashion
 Also do not forget to check below the tables, for any gum stuck or any other
unwanted items

Remember the table comfort and the food experience of the guest is highly affected how neat
and clean the table looks. Make sure we present a good image!

How to serve Cigars

Task : How to serve cigars

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To set-up a standard on how to serve cigars to a guest

 The matchbox should be placed on the upper edge of the ashtray, logo facing the
guest and with the cigar placed in the groove
 Use the service tray to bring this set-up to the guest table and present it by
announcing the name of the cigar
 After the guest has acknowledged the cigar, politely ask if they would like you to cut
the cigar and prepare for smoking
 If no, wish the guest to enjoy the smoke and leave the table. if yes, then follow the
below steps:
 Hold the cigar from the neck, with your left hands index finger and the thumb from
the lower end near the label, making sure the label faces up
 Place the cigar cutter about 1.5mm below the smoking end of the cigar using the
right hand. This position is usually right above where the covering cap of the cigar
ends

SOP/May 2023 97
  Before slicing the cigar, show the guest if the cutting size is alright, then proceed
cutting with a firm and strong single action, making sure to collect the cap in the
ashtray
 Place the cigar back in the ashtray or guest hand and prepare the lighting
 Open the matchbox, pick up one matchstick, and close the matchbox again
 Turn your back at a 45-degree angle away from your guest; light the matchstick, stay
in that position until the smoke disappears
 Turn back and offer the “fire” to the guest
 Make sure you keep the match light about 1 inch below the cigar, and not too close
to the lighting end. This might over-char the cigar and cause too much black smoke
 Keep the flame until the guest acknowledges it enough
 Make a second 45-degree angle turn away again, extinguish the match stick with a
quick flick of the hand, stay in that position until the smoke disappears
 Carry the matchstick away. Never put the matchstick back in the ashtray in front of
the guest, end wish the guest to enjoy the smoke

How to maintain your section

Task : How to maintain your section

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: Set up a proper standard how to maintain the organization of your section

 The image that you portray of your section to the guest could make or break the
entire experience of the guest

 Organization of your work area and cleanliness shows that you care and we are
professionals

 If the front of the house is not organized or clean, the guest would be very skeptical
of the back of the house cleanliness

 The section organization is divided in the following 3 parts:

SOP/May 2023 98
BEFORE SERVICE

 Complete all the your section duties according to your allocation

 Wipe all silverware on the tables in your section using the wiping cloth
 Wipe all the glassware on the tables in your section using the wiping cloth
 Straighten the placemat and the table set-up according to the SOP. Also make sure
that the table has the correct number of place setting according to the reservation
count
 Align all the chairs and tables according to the floor plan and that they are
symmetric. Make sure all the chairs are wiped and free of any debris

 Check your side station is properly stocked with the operational items according to
the SOP
 Make sure you have enough wine buckets placed strategically around the floor
 Do a thorough check of all the floor and corners to ensure that there is no debris or
unwanted items

DURING SERVICE
 When guest arrive in your section make sure you assist in pulling chairs and
unfolding napkins, according to the Sequence of Service SOP

 Promptly remove the extra covers from the table using service trays for glasses

 Always assist guest by pulling chairs when they leave and fold napkins for them.
Always keep the chair aligned

 Your side station, must always be organized and no unwanted items should be left
on it

 It is important that you re-set the tables as soon as the guest leaves, this will ensure
the turn-around time to be better and more business for us

AFTER SERVICE

 Always make sure that no major table movements or closing duties are performed in
the section until all guests in and around the section have left. Disciplinary action
will be taken against the staff who would make any guest feel un-welcomed or
rushed just because they want to do the closing duties

SOP/May 2023 99
  Please follow all your closing duties according to the allocation

 Make sure that your section is re-set according to the next day table bookings

Do not forget to wipe the tables and chairs properly before your re-set your section

 Ensure that you pick up all trash or used cutleries and glasses from your side station

 Must make sure that all wine buckets are emptied out and no wine or water bottles
are left in your section

 Do a thorough walk-through of your section before leaving the outlet, ensuring no

personal belonging of the guest are left and report to lost and found if needed

Clearing soiled plates during and after dinner

Task : Clearing soiled plates during and

after dinner
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create a proper standard on how to clear soiled plates from the table

 Before cleaning any soiled dishes from the table, remember to always wait for the
entire guest on the table to finish eating. If the guest puts the cutlery close together it
means they are done eating, if left open wide apart means still eating.
 Always approach the guest from the right, and politely ask, “are you done enjoying
your …. ?(use the name of the dish, shows you are paying attention to what they
had), and then start clearing the table, like always ladies first
 Follow the below mentioned steps for correct clearing of the tables:
 Pick up the plate with the most leftovers first together with the cutlery on it
 Place it in the palm of your left-hand, with your thump and pinky finger sticking out

SOP/May 2023 100

  Place other plate on top of your forearm and balance it using your thumb and the
pinky finger (follow – How to carry three plates SOP)
 Make a 45-degree angle turn away from the guest, in order to avoid any food spills
etc. and clear the left over from the above plate on the lower plate in your left palm
by using the knife from the first plate
 Place cutlery in an X shape on the bottom part of the clearance plate: knives inserted
under the fork. This helps you to contain all cutlery in one plate and avoid any drops
 Place the cleared plates one on top of the other as you continue clearing around the
table and collect all cutlery in the first clearance plate
 It is always much more easier and advisable to collect the same shape or size plates
together as it helps in balancing
 Do not carry more than what you can handle as it might be dangerous for the guest
or for yourself
 When clearing only the first or the middle course, please insure that you do
not clear the cutlery of the main course, if it is already set-up on the table
 Once all dinner plates are cleared come back to the table, with a service tray, and
clear the smaller dishes like side dish containers, sauces etc.
 When doing final clearance after main course, do not forget to collect the Salt and
Pepper Grinders

How to serve large parties

Task : How to serve large parties

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create proper standards on how to serve large party efficiently

Success of all large parties, like many other systems, is based on two factors: mise en
place, efficiency of food and beverage delivery

Mise en place
 Before the guest arrives we need to make sure you have the following items ready
and set-up: set-menus, proper cutlery for the courses on the table (first and second
only, the rest should be done a la minute), bread baskets in the warmer, butter,

SOP/May 2023 101

 water bottles, ordered wine, wine napkins, jack stands, large party KOT (2 copies, 1
for kitchen & 1 for the pass), changing plates, extra cutlery set-ups, wine buckets (no
ice), billing instructions (PM account, CC, room rental, beverage package etc.)
 Always remember, to be ready with all the set-up for +/- 4 covers. Having additional
set-up and mise en place will help in case of additional requests
 Mise en place is your ticket to smooth operation, hence double checking everything
and having enough quantity should be taken very seriously

Efficient Food and Beverage Delivery

 All the efforts that you put in setting up the tables and taking the order could be
rendered worthless if the delivery is not executed properly
 It is important to have the initial beverages and aperitif orders (at some times, at the
bar for cocktail reception) go to the table swiftly and in timely fashion as it creates a
more relaxed atmosphere for the guest and shows they are being attended to right
away
 When the various courses are delivered to the large party tables, it is imperative that
the order taker is present to assist in the proper delivery
 For efficient delivery of correct food always ensure that only one person is in-charge
of sending out the food from the line and he/she doesn’t leave the line to deliver, but
just orchestrate the entire flow as an anchor
 Due to the large amount of food being platted, the firing time/pick-up times are
usually longer for large parties. Hence it is advisable that you fire your courses a little
bit ahead of time, and not at last moment
 When picking-up the main course, always take the side dishes, condiments, and
sauces first before the actual course goes to the table
 Since it does take a lot of time to make a la minute coffee/tea orders always try to
take the order somewhere between the final clearance and the delivery of the
desserts. It is also advisable to bring the tea/coffee orders in batches, what is ready
bring it

SOP/May 2023 102

  For a la carte large parties, always take the tea/coffee order at the same time of
the dessert orders, do not spend double-time by first taking dessert orders
and coming back for tea/coffee
 Key to efficient delivery of the food is having the right amount of changing cutleries
ready at all times. More fast in clearance and swift in cutlery changes
 Remember, to always punch the beverages or additional orders as soon as possible,
it helps in avoiding forgetfulness and missing out on revenue
 Remember, that the only way to win this large party is by effective planning and fast
execution!

Clearing extra covers from the table

Task : Clearing extra covers

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create guidelines on how to clear extra covers from the table

 Before removing extra covers from the tables, always make sure you ask and
confirm with the guest if they are expecting more guests
 For clearing extra covers follow the below steps:
 Approach guest table from the most suitable side, without interrupting the guest
 Ask permission to remove extra settings from the table

SOP/May 2023 103

  Place the appetizer fork and knife on top of the napkin
 Lift and hold the show plate in your left hand
 With your right hand pick the placemat, fold in half and place it on top of the plate
 Do not pick the glasses with your hands
 Take the removed extra set-up to the side stations
 Bring a service tray and pick the extra glassware from the table and place them in
the side stations
 After finishing, make sure to rearrange the table set-up to create more space for the
guest

Reporting to work

Task : Reporting to work

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create a guideline on reporting to work on time in accordance to the code of

conduct

 Punctuality of work and uniform standards compliance are the least expected norms
for all employees
 For every moment you are late you are making your co-workers under more
pressure than needed, so you owe it to your team to be punctual

SOP/May 2023 104

  When reporting to work, please follow the below suggested sequence of actions:
 At the entrance wipe your id card following the right steps
 Collect uniform at the laundry and change at the locker room
 Ensure that you follow the grooming SOP and wear your name tag and smile when
you report to your department
 At no point of time should you come to the front of the house in your civil clothes
 Then, go to the back RW1 Synergy board to review your allocation
 When you think you are going to be late, you need to make a call to the manager,
hostess desk or if neither available to the operator informing your tardiness
 A no-call, no-show to your shift warrants a direct written warning or other severe
disciplinary action

Outlet phone usage

Task : Outlet phone usage

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To set proper guidelines and rules on the usage of the outlet phone

 Since a significant amount of RW1 business is conducted by the phone it is

essential to project a professional telephone manner at all times
 Although there are times when an employee may need to use the telephone for the
personal reason, it is expected that good judgment will be used in limiting the length
and frequency of such calls

SOP/May 2023 105

  At no point of time should you receive personal calls on the outlet phone, unless
there is an emergency. Every time you use the outlet phone for personal use, the
guest is not able to reach RW1 for business
 Also, carrying mobile phone at work is strictly prohibited, unless previously approved
by manager on special request (if expecting an important family call etc.)
 Every time you make an international call using the outlet phone, you need to use
the operator for dialing and must get approval by the manager after the outside
phone call is logged
 Always follow the phone etiquette SOP when using the outlet phone, remember your
greeting could be the first and last contact the guest might have with us

Anticipation of guest needs

Task : Outlet phone usage

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create awareness and present the importance of anticipation of guest needs

 Remember we are not in the business of serving cocktails, or making beds, or

providing meeting rooms, we are only in the business of creating exceptional
memories for our guests and by anticipating their needs you create those
memorable moments for them

 There are three major steps to all guest service interactions:

 A warm and sincere greeting. Use the guest name

SOP/May 2023 106

 Anticipation and fulfillment of each guest’s needs
 Fond farewell. Give a warm good-bye and use the guest’s name
 Anticipation of the guest needs, if not the most important, but definitely is the most
time consuming and wow creating step of the service
 The most happiest and satisfied guest in your restaurant are ones that not only
receive what they expected, but they receive above and beyond the anticipated
service
 Service delivered delayed, is as good as not delivered at all; and anticipation of
service is the area that will show the attention to care the most
 Anticipation is about taking the genuine care that we have for our guests and each
other. “How can I make the guest’s stay more enjoyable?” or “what can I do to assist
the colleagues who clearly have more to deal with than one person can handle?”
 Anticipation is about fulfilling the unexpressed wishes and needs of our guest during
every interaction
 True anticipation in a restaurant is when the service is delivered before the guest
raises their hand. Thus follow some of the below suggestions to create the wow:
 Always keep the guest as the center of your universe
 Always be genuine and true to the guest, they can sense your heartfelt feelings
 Always think like the guest, put yourself in their shoes
 Always think 2 steps ahead, and be prepared before they arrive
 Mise en place and planning always help in anticipating guest needs
 In tough situations, always present the guest with the decision power “what would
you like me to do to make it better”
 Put the guest in the driving seat and ball in their court, gives them more confidence
and shows that you care and anticipate
 Remember, it is never about the amount of money spent to impress the guest, or
how much complimentary food you can give them, it is always the small gestures
that make the biggest impact. 20% of the actions impact the 80% of the satisfaction
 Anticipation is closely related to empowerment, thus never hesitate in making a
decision that will help in enhancing the guest experience

SOP/May 2023 107

 Guest privacy

Task : Guest privacy

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create guidelines on how to keep the guest privacy

 Our guest that pay a premium price for staying at a five star hotel expect to enjoy
their privacy and relaxing time
 A lot of guest leave their homes and work to come to hotels to enjoy the private time
with family, friends or themselves and we should do our best to help is keeping that
privacy
 Celebrities, leaders, royalty or any other dignitaries, should always be kept incognito
and details should not be released to outside of the hotel

SOP/May 2023 108

  When requested we should use pseudo-names (nick-name) in any sort of written or
verbal communication, thus protecting the real name
 When serving or interacting with VIP or celebrities, ensure that you do not create
extra attention around them. It is not polite or professional to ask for autographs &
pictures etc.
 Any printed confidential material like, room allocation, restaurant reservation, hotel
newsletter with guest preferences or details must not be allowed to go outside the
hotel use
 In restaurant situation, if the guest request a private dinner, need to ensure that
everyone is aware and give them the room they deserve
 Always look for breaks in the conversation or wait till the guest requests assistance
and not break the privacy of the guest

Clean and go whilst keeping the flow

Task : Clean and go whilst keeping the flow

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create guidelines on how to keep your area clean and organized while in
operation

 Customers expect restaurants to be clean and they assume that you handle the food
hygienically. Clean and organized workplaces create a good impression and help to
make a safe, pleasant environment for everyone.

SOP/May 2023 109

 The obvious such as floors, walls, ceilings, windows, fixtures and restrooms are
always clean, but just remember that even though something looks clean it can be
contaminated
 “Cleaning as you go” is a perfect way to keep the high level of cleanliness and
organization in your work area
 “Cleaning as you go” can be implemented in your work area by following the below
suggestions:
 Never walk empty handed, you can always carry items from the floor to the back or
vise versa
 Multitasking is crucial in keeping your area clean and organized. Single minded
thinking never helps in efficient operation. For example, when going to bring the bar
snacks for table 20, bring the extra glass requested for Table 21 along with you.
Thus avoiding two trips and saving time
 Put it were you got it, always return the items from where you got them, or the
designated station for them. Pilling up things to clean later never works and creates
a snow ball effect
 Cleanup immediately, never procrastinate cleaning as it might cause more damage
to your equipment if delayed. For example, cleaning the milk steamer of the coffee
machine, every time helps it for getting damaged or causing bacterial contamination
 You always have something to do, our tendency is to slow down when everything
is “perfect” in our station, but instead you should help other stations in organizing
and cleaning up
 Look around and anticipate, getting a bird’s eye view of the tables and thinking
ahead will always help you keeping area clean and organized
 Remember, your organization and cleanliness is the image of the back of the house
and kitchen. Thus make sure you show pretty picture and professionalism to our
guest

SOP/May 2023 110

 Keeping the guests check ready at all times

Task : Keeping the guests check ready at all

time
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create awareness on the importance of having the check ready

 Just the way the first thing a guest want when they come for breakfast is coffee, the
last thing a guest want is to pay their bill at the end and leave

SOP/May 2023 111

 The entire guest experience of wonderful food and service could be ruined in one
instance just due to delay in check presenting
 The guest perception of time lapse, when they are about to leave, is much more
shorter than usual, hence a 5 minute delay could easily feel like 15 minutes to them
 Once, you have served the entire meal and served the after dinner drinks and the
guest doesn’t require anything else, it is always advisable to print the check and
keep it ready
 There is nothing wrong in reprinting the check if additional items are ordered, but
having the check ready in case the guest ask is more important than the cost of re-
printing
 Always look for favorable signals that might signal that the guest is ready for a
check. Having eye contact with the guest that is done enjoying the meal usually
helps in ensuring that you don’t miss out the request

 Once request for the check is made, ensure the following items are present in a
clean presentable check presenter:
 The invoice with the correct items
 Luxury Collection Hotel pen
 Outlet business card
 Promotional fliers
 Guest comment card (must be handed over to the guest with a request for feedback)
 When printing the check in advance always keep it safely stored in the side station
and inform all partners working in the area of the check

SOP/May 2023 112

SOP/May 2023 113
 Maintaining a flow of traffic at the work place

Task : Maintaining a flow of traffic at the

work place
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create guidelines on effective service methods for staff during busy operation

 Although we know that most of the service lapses happen when we are slow, busy
operations times also need proper planning and training to be run smoothly
 Please follow the below suggestions in times of busy operations:
 Communication: effective, fast and accurate communication is the key to smooth
operation
 Body posture: you are on stage, the guests are your audience, watch your body
language and gestures. Smile and be positive
 Speed of service: need to make sure that you are swift and quick in your responses
in order to be on top of service steps. Remember, running on the floor is never
allowed
 Cleanliness & organization: clean as you go, place things where you find them,
organize yourself and you will see the service is a piece of cake to go through
 Multitasking: clubbing similar actions together and avoiding repeated and
redundant actions is your best bet at finishing all work on time and delivering on your
service promise
 Enjoyment: your sense of enjoyment and comfort on the floor is contagious and
visible to the guests. Making your co-workers at ease and enjoying what you do
helps you to keep motivated and survive tough times
 When the operation is busy the adrenaline is pumping, your concentration is raised
and focus becomes better. Use all these biological changes to the best use of the
guest service
 Remember, just like the warm up to a big marathon, you need to be prepared to be
in the 5th gear by warming up from the beginning of the service. Instantly jumping into
busy operation is difficult to adjust
 Busy operation is notorious for breakages, hence keeping extra care of your
equipment should be of utmost priority

 The only sure shot way to survive pressure times, is by relaxing and not panicking. Take
smaller steps and one by one tackle things

SOP/May 2023 114

 Never say “no” to a guest

Task : Never say no to a guest

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create awareness on how to never say “NO” to a guest

 There are two basic rules in guest service:

1. Guest perception is always right
2. Second option, when nothing works, go back to step 1
 Positive attitude and “yes we can” philosophy is the key to creating
exceptional memories for our guests
 Guest negotiation is both an art and a science, hence you can learn few tricks of the
trade, but behavioral practice and experience in complaint handling is what improves
your efficiency the most
 When faced with a challenging situation where you know you might have to say “no”
to the guest follow some of the below suggestions:
 Your optimism in handling the guest query should be very obvious and apparent
 Show your genuineness, and write down the request of the guest on a KOT pad to
portray your attentiveness
 Never be abrupt and too frank with the guest on any obvious negative answer
 Even when you know the answer is no, politely ask guest “allow me to check that for
you.” Give few minutes break and come back saying that you tried your best but
couldn’t fulfill the request

SOP/May 2023 115

 But, remember never come empty handed to the guest, even if you brought a
negative response to the guest, be ready with similar options for the guest.
Example, “sorry Mr. Smith after checking with the chef, I am afraid that the
rhubarb sorbet is not available tonight, although I have a equally good tasting
celery sorbet, similar flavor, similar family of vegetable”
 Putting the ball back in the guest’s court, always relieves you from the pressure,
makes you look good as you tried your best to solve it, and puts the pressure back
on the guest to make the choice
 Sometimes, instead of saying no to the guest, it is very much advisable to show that
the option you are giving is better for them. Example, “I am afraid that table 40 is
reserved for tonight, but this table 30 has a better view of the Dubai skyline for you
and your wife.”
 Showing that you are thinking better for the guest and still not saying ‘no” always
resolves the problem easily
 Remember, you will have instances that you might have to say “No” to the guest, but
its all in our hands how we recover that guest and WOW them with things that we do
have control over
 Show even though you were able to fulfill a request, but you are above and beyond
in everything else possible
 Remember, never hesitate in saying “NO” to any unethical or immoral request from
any guest

SOP/May 2023 116

 Handling and owning the guest complain

Task : Handling and owning the guest

complain
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create proper guidelines and increase awareness on effective guest complaint
handling

 The famous English poet Alexander Pope (21 May 1688 – 30 May 1744) once said:

 “TO ERR IS HUMAN TO FORGIVE DIVINE”

 It is the basic human nature to make mistakes, no matter how much we try we all
make mistakes and mistakes causes guests to complaint
 But what is important is how the guest complaint is handled and how well it is
recovered
 Some of the most loyal guest in hotels are the ones, who had huge complaints
and due to exceptional recovery by the management become the most
emotionally engaged visitors
 When faced with the guest complaint follow the simple steps of L.E.A.P:

 Listen – Empathize – Analyze - Produce

Listen:
 You have 2 ears and 1 mouth – do double the listening than talking
 Even though you know the guest is upset and complaining, just listening to them
makes them feel that someone is there to resolve
 It is always advisable, to write down the details of the complaint on a KOT pad or
paper to show your interest
 The body posture when you listen to a guest complaint is important. Always lean and
have an attentive body posture
 Always ask questions to confirm the details of the guest and repeat to avoid any
confusion
Empathize:
 Put yourself in the guest shoes, and explain that you can understand their feeling

SOP/May 2023 117

 Giving a real life similar situation example that you were in, makes them get your
creditability. “Last week I was in a similar situation and I know how you feel,” or “I
agree! If I was in your situation I would feel the same.”
 Re-assuring the guest that you are genuinely concerned about the complaint
increases your chances of successful resolution
 Do not ever dispute the details of the guest, or insinuate that the guest is wrong and
you are right
Analyze:
 Once you have all the details of the guest complaint, politely ask the guests to give
you few minutes to get back to them
 Remember, always “under promise and over deliver.” For example, if you know
that for you to get a cocktail for the guest will take 5 minutes maximum, ask guest for
more minutes and deliver earlier if busy. This creates a WOW factor and makes
guest feel you went above and beyond
 Own the guest complaint. Whenever possible, while analyzing the problem, do not
pass the buck, own and resolve it yourself if you are confident in doing so
 Even though a guest could be complaining about another department, or things that
you do not direct control over, you can still resolve the problem yourself
 The guest doesn’t need to see 3 different people going to them and giving
explanations. You got the complaint, so you are the face of the resolution as
well
Produce:
 Remember, the resolution doesn’t need to be of huge monetary value, it is the
gesture and timeliness of the resolution that is crucial in successful recovery
 Whether or not you have a positive resolution for the guest, it is important that you
go back to the guest and inform them
 If you think you need more time to resolve the guest issue, always go back and
request more time. Do not assume that the guest will understand that you are late
because you were trying to solve the issue
 The resolution, must always match the issue. A leaky faucet complaint from a guest,
and you give free fruit basket, does not solve the guest problem
 Sometime the most basic things can make the guests happy, do what is needed
immediately
 It is also very important to get the feedback after the resolution is given. You would
probably get more information how successful you were in resolving guest problem if
you follow-up
 Always remember to apologize genuinely and tell that guest that this is not a
regular way of service we provide and that their feedback has helped us in
improving our standards

SOP/May 2023 118

 Placing a napkin on the guest lap

Task : Placing a napkin on the guest lap

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create a proper standard on how to place napkins on a guest’s lap without causing
and unprofessional circumstance

 After seating the guest: place the napkins on guest lap, always start with the ladies
first
 Handle the napkin carefully, neatly and very slowly
 Unfold it in the easiest possible manner and replace it as a triangle shape
 Before putting the napkin on the guest’s lap ask permission “may I place the napkin“
 Never make any noise or wave the napkins. It is impolite and unprofessional
 With Arabic guest’s be cautious not to invade the privacy and personal space
 After finishing with all guests, wish them a wonderful meal.

SOP/May 2023 119

 Assisting foreign language speaking guests

Task : Assisting foreign language speaking

guests
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create guidelines on how to help guest speaking foreign language

 Communication through spoken languages is very recent phenomenon, and hence is

not completely impossible to communicate without it
 Generic gestures and signals that imitate real objects can very easily be used for
communicating
 Pictorial display of items can very easily avoid any confusion in foreign language
speaking guest
 The first and foremost thing to do is to inform the guest that you will try to
locate someone that speaks their language
 If no one is found that could help the guest with their language, then follow below
suggestions:
 Use hand gestures for showing directions, or showing items on the menu
 Bring the sample of products or item you trying to talk to the guest about
 Draw a rough sketch on a paper to help illustrate the example
 Use a lot of facial gestures and body posture clues to show your feelings or message
 Do not give-up without trying to communicate. Your little extra effort to talk to the
guest could easily solve their problem
 Many languages, have similar origins, hence many English words could still explain
what the guest might want to say in may be Spanish or French
 Smile, thank you and goodbye and welcome can be expressed even without word,
never hesitate to use whatever available to show these necessary emotions to the
guest

SOP/May 2023 120

 Avoiding wastage of food and beverage and other supplies

Task : Avoid waste of food and beverage

and other supplies
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create proper guidelines on avoiding wastage in the outlets

 The easiest way to reduce the direct costs in your operation is to control the wastage
and breakage
 All wastage and breakage in your outlets affects straight your bottom line

 To help reduce the wastage we divide the topic in three areas:

Food
 Do not confuse food wastage with re-using guest food. It is not the same!
 Food items like tea, coffee, mustard, ketchup etc. must be controlled through FIFO
(First In First Out)
 Should not open more than one bottle/package of the same item, to avoid un-
necessary wastage
 All opened items must be properly labeled and have the correct expiration date
according to the HACCP standards
 Portion control and ordering must be done according to the seasons demand and
must keep the stock to the minimum
 Remember, correct micros punching also help you to avoid wastage. Wrong orders
in the kitchen, wrong order taking by waiters are all contributors to unnecessary
wastage

SOP/May 2023 121

Beverage
 Absolutely correct and controlled (not free) pouring of liquor and wine is crucial to
portion control and avoiding wastage
 Do not open more than one bottle of same beverage unless absolutely needed

 Do not open bottles unless punched in micros correctly and confirmed with guest

 Order control and stock control is crucial to effective and lean operation

 Juices and perishable items must be used with FIFO and should have minimal
wastage

Working Replacement
 Breakage of glassware is a direct loss and all glassware must be handled with
extreme care
 While clearing food plates at the back, must be careful not to throw silverware in the
trash. Every single lost silverware affects our expenses directly
 Should take care of each and every asset of your outlet like it’s your own. There is a
directly relation of re-purchasing operating equipment and the bonus we receive
 There should always be a program to do preventive maintenance
 Cleanliness and organization of your back of the house always helps in reducing
breakage and wastage
 Clean and organized areas encourage efficiency and increases profitability
 Always remember, just putting all operation equipment where it belongs and in safe
condition helps many accidents from happening

SOP/May 2023 122

 Treating celebrity or vip guests

Task : Treating celebrity and vip guests

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create a standard on how to handle VIP/celebrities in the outlet

 The most important thing to consider when serving any VIP/Celebrity in your outlet
is their privacy and respect
 Celebrities, leaders, royalty or any other dignitaries, should always be kept incognito
and details should not be released to outside of the hotel
 When requested we should use pseudo-names (nick-name) in any sort of written or
verbal communication, thus protecting the real name
 When serving or interacting with VIP or celebrities, ensure that you do not create
extra attention around them. It is not polite or professional to ask for autographs &
pictures etc
 Always remember, these guests are used to having a lot of attention, so doing your
basic job with the utmost details would be the most important thing. Do not need to
over-do things to make them feel happy
 Do it right the first time, and guest will appreciate your attention

 Presence of any VIP/Celebrity in your outlet must be immediately informed to the

manager
Be aware, that just because they are VIP/celebrity doesn’t mean you have to sell them the most
expensive food or beverage on the menu. Be genuine and give your honest recommendations

SOP/May 2023 123

 Helping elderly/handicapped guests

Task : Helping elderly/handicapped guest

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create guidelines on how to help guests with special needs

 It is our daily routine to help guest in the restaurant, but it takes extra effort and
commitment to help guest with special needs like: elderly, handicapped or young
 Handling these special needs guest takes patience and service commitment from
your heart
 Let’s look at some suggestions on how to make the best experience for these guest:
 Elderly guest: Most elderly guest are usually set in their ways and are hard to
change habits, keeping that in mind you should always be flexible with them
 Elderly guest with mobility issues, walking with a cane, wheelchair, crutches etc.
must be offered a genuine help. Be careful not to be overzealous about the
assistance the guest could take it as offence if repeated
 Always assist the guest in seating down or pulling the chair and store the walking
assistance equipment promptly
 Checking on comfortability of the guest in very important and offer any cushion to
make them feel better
 Remember to give assistance in reading lights, glasses and speaking clearly and
loudly
 Handicapped guest: Do not insinuate that a handicapped guest will always need
help. There are many very proud people what would not appreciate your assistance
of any form. Ask permission before lending a hand

SOP/May 2023 124

 Make sure that you do everything possible, to help the handicapped guest fit in the
environment of the outlet
 Always remember to use the ramps, elevators or handicap access for special needs
guest
 Some people tend to change the way they behave around handicapped guest,
as if they can’t hear you well or they are kids. Do not show that you are
treating them any different. Fairness and care is what they are looking for, not
sympathy
 Younger guest: Kids and younger guest love the attention they get, so do your best
to give them all that they want
 Offer baby chair when applicable, or cushions to help kids get comfortable
 Remember if you keep the kids happy and safe, you keep the parents happy
 Always give priority to the food orders of the kids before adults
 Speed of service and keeping the kids busy with coloring or other fun activities helps
the flow of service
 Do not hesitate to get toys box, or other kids amenities
 Special attention from the chef, or the tour of the kitchen are some activities the kids
would really appreciate and enjoy.

SOP/May 2023 125

 Presenting newspaper or a magazine

Task : Presenting newspaper or a magazine

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create a standard on how to present the newspaper to the guest

 Before bringing the newspaper to the guest, please give them the choice of the
available variety and confirm
 Pick up the newspaper from the all day dining restaurant or concierge and fold
correctly with a way that the main title is still clearly visible on top
 While bringing the newspaper, do not swing or read while walking. Careful not to
drop any supplementary sheets from the main stack
 Always make sure that the newspaper has all the correct pages in the right
sequence
 Approach the guest from the right and deliver keeping the face up and eloquently
announcing the name of the newspaper
 Always make sure not to put the newspaper on any food contact surface when
placing on the table
 After the guest is done reading please request the guest if they would like it to be
removed and create more space on the table
 Always remember to offer newspaper or magazines for single dinners

SOP/May 2023 126

 Presenting cigarettes

Task : Presenting cigarettes

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To set-up a standard on how to present cigarettes to guest

 Before learning how to present a cigarette, need to make sure that the guest is
smoking in the designated smoking areas only. For RW1: only outside
 Open the requested cigarette box, and sliding one cigarette out for the guest. Make
sure not to hold the cigarette with your finger on the smoking part where the guest
might put their lips on
 Place the requested cigarette box, on the B&B plate and a cigarette matchbox next
to it
 Take this whole set-up on a service tray to the guest

 Ask if they would like you to light the cigarette for them, if yes then do so by following
SOP, if not, then wish the guest to enjoy the smoke

SOP/May 2023 127

 Setting up cutlery for different courses

Task : Setting up cutlery for different

courses
Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create a standard on how to set up cutlery for meals in the table

 Just the way the correct and proper wine glass can completely change the
experience of any wine drinking, the correct and proper cutlery can change the taste
of food
 Always remember, when changing or placing cutlery for the guests, use a changing
plate to bring and remove silverware from the table
 NEVER touch the food contact surface of the cutlery and always hold from the
handle
 Only polished and sanitized cutlery must be used for guests. Any damaged or
tarnished cutlery must be removed from the circulation
 Correct cutlery must always be placed before the food order arrives the table
 Although you must always follow the plating guide of each dish, follow the below generic
guidelines:

Starter/Salad Starter fork & knife

Soup Soup spoon (plus fork – if garnishes)
Steak dish Steak fork & knife
Chicken dish Dinner fork & knife
Vegetarian dish Dinner fork & knife
Pasta Dinner fork & knife & dinner spoon
Cheese Starter fork & knife or Cheese cutlery
Dessert Starter fork & knife & Spoon
Ice Cream or sorbet Dessert spoon

SOP/May 2023 128

 Smile! You are on stage

Task : Smile! You are on stage

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create awareness on the importance of smiling and having a positive attitude

 Which word in the world has the longest lasting effect? SMILE – has a mile of
emotions in it
 Smile is a contagious emotion, and everyone that gets the bug spreads it to even
more people
 It take more energy to frown than to smile, so save your energy and smile

 The positive attitude that a smile reflects to our guest, helps in creating a better
atmosphere for them and make them more comfortable
 Always remember, the guest can sense our current emotion when we are on the
floor
 Having a smile on the face shows that you are enjoying what you do and are in
control (even though, sometime when you are very busy, you can still portray a
positive image with a gentle smile which helps the guest to feel relaxed)
 Just like a theater show, the audience in your restaurant are the guest, and you need
to put on an impressive show of your professionalism and service efficiency to create
exceptional memories for them

SOP/May 2023 129

  Smile is also a very good stress buster or great guest resolution tool. When you find
yourself in a tough situation, take a breather and go back with a smile on the floor
and you will feel the delightful difference in the way you deal with guest

 Reminder, that a fake smile is very easy to spot, be real and be genuine

Smoking rules and regulations

Task : Smoking policy

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: Smoking rules and policy for RW1

 When asked by guest regarding our smoking policy, please do inform that we hold all
the necessary approvals needs from the Dubai Municipality
 As per the law for RW1, the only smoking is allowed on outside and no place inside

 No smoking is allowed indoor

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 Importance of speaking clearly

Task : Importance of speaking clearly

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To highlight the importance of speaking clearly

 The greatest part of our job in conversing with the guest and be a tool of
communication where we deliver their wishes in form of food and beverages
 If the communication fails due to barriers like speaking clearly or un-audible
message the delivery of the request is seriously hampered
 It is understandable that having different cultural background and language training,
the accents and pronunciation are not always the same, but this presence of
diversity itself is what puts more pressure for us to speak clearly to our guests
 Below are some suggestions on the speaking with guests:
 Be clear: try to pronounce with clear voice and without any stutters or slips
 Be audible: make sure that the volume of your voice is appropriate. If have
background music going on, raise your voice to be more audible
 Be patient: do not rush through things, and speak slowly
 Be active: use as many hand or body gestures possible to be clear with guest

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  Whenever needed, try to use any written message if speaking clearly has failed
 A completely correct message could get wrongly understood if not spoken clearly.
Try your best to avoid any confusions

Treating indifferent or difficult guests

Task : Treating indifferent or difficult guests

Revised Date : 01/07/2014
SOP Author : Chris Olivier
SOP Owner : Ivan Di Lucia
SOP Approver :
DCN Number :

Goal: To create guidelines on how to serve difficult or indifferent guest

 The most common and normal response to confrontation, complaint or negativity

from the guest is avoiding the table and dropping service levels. But that is the worst
thing you can do in any situation like that
 Always remember that the guest perception is more than reality for them, and hence
a complaint from guest is more like instant feedback and a chance for us to improve
our service level
 Think of the complaint or guest comment as your challenge for the evening and work
harder and more efficient in order to rectify the problem
 Remember, the recovery of the mistake will be the most crucial factor in the entire
experience of the guest, hence own the problem and push through to solve it to the
guest satisfaction
 Your positivity and ownership to genuinely show interest in helping to solve a guest
complaint, increases their confidence in you and breaks the tension
 Sometimes, a guest might not complain but could still send out indifferent attitude
signal to you. For these kind of guest, giving them their space and not missing a
single beat on your service efficiency is the key

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 The only way to warm up to these kind of guests is to, rely on absolute attention to
details and avoid giving any chance for them to complain
 It is almost like a tug of war, and if you think the guest is pulling with a lot of attitude
weight, you need to pull with your service perfection weight. It is the only way to win
the battle
 Also, sometimes a guest might be indifferent towards you due to personal reasons or
due to a confrontation with their dinner partner. In these situations, always give the
guest the privacy they need and wait for the atmosphere to get more positive
 If the guest is intoxicated or is getting physical or abusive you need to walk out of the
situation. NEVER try to get involved in any sort of fight back, call the manager and
the security immediately.

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