Welcome to The Residence Mauritius! TheResidenceMauritiusexperiencewillbeginforourgueststhemomenttheypass throughourdoors.Itisthereforeessentialthatallofusexemplifythestandardsof excellence. Theprocedureswhichfollowwillexplainindetailtheoperationalaspectsofyourjobs.More importantly, however, will be the way you carry out these actions steps. The manner in which you present yourself to our guests will do much to set the tone for their stay. AstatementyouwillhearoftenduringyourcareerwithTheResidenceMauritiussums up our approach very well Moments Enriched You will always be friendly and helpful, but also professional. Our unique approach to service will set the standard for the industry in Mauritius.Every first class hotel on the island will be watching us to see how we do it at The Residence.You havebeen selectedfrom thousands ofapplicants because we feel thatyou have the skills to meet this challenge. Congratulations, good luck and welcome to the finest hotel in Mauritius. Jean Francois ChongGeneral Manager WELCOME TO THE BAR Dear . The Bar, welcome to:- theleadingoutletoftheFood&Beveragedepartmentwhereourguestsgetthetasteof The Residence born cocktails and widest selection of liquors, laced rum,tasty appetizers and beverages. Serviceisourprimeconcernandwestrivetogivethebestandprofessionalserviceto meet and exceed the implicit expectations of our guest. Whatever you can do, dream or become You can begin it here All the best, smile you are on stage. ................................................... Bar Manager The Residence History OwnerofTheResidenceMauritius,BonvestsHoldingsLimited,sSingapore-based publicly listed corporation since 1973, has interests in several major core activities: propertyandhoteldevelopmentsandinvestmentsandrelatedmanagementservices, wastemanagementservices,fast-foodretailingandmarketingofbrandedluxury consumer goods. ThefirmsfirstforayintothehoteldevelopmentsectorwastheconstructionofThe ResidenceTunis,a170roombusinesscumresorthotelopenedinDecember1996.To furtherenhancethisdivision,TheResidenceMauritiuswaslaunchedandconstruction commenced in May 1995 and was completed in January 1998. Duringthese32months,talentedpeoplefromvariouscountriesaroundtheworldwere involved in the creation of this exquisite property. Two French architects recreated the style and ambiance of the Mauritian colonial house. Theeffortsofthehotelindustryspremierdesignergroup,Hirsch&Bedner,were enlisted to bring to life the refined yet subdued elegance of colonial Mauritius. Aconstructioncrewofmorethan500laboreddayandnighttocompletethephysical structure. It is now up to us to turn the vision they had to an outstanding resort. Our Mission and our Role TheResidence,MauritiusFood&BeverageDivisionprovidesanunforgettable experience by integrating the mystique, style and culture of Mauritius and its people into a colonial, refined atmosphere reminiscent of the 1920s. Wewillberecognizedbyourguestsandcompetitors,asthefinestorganizationin Mauritius for our authentic innovative cuisine, attentive service and unique products and environment.Ourguestsexpectationswillalwaysbeexceededduetoour accommodating,warm,caringandprofessionalstaffwhowillconstantlyprovide consistent and uncompromising products and services. Wecommitourselvestocontinuouslydevelopouremployeeswhowillseeourdivision as a warm and positive work environment.We will always treat each other with genuine care and respect each others opinions. The Residence Mauritius Mission Statement TheResidenceMauritiuswillberegardedasthequalityandmarketleaderofthe hotel industry in Mauritius. Wewillalwaysselectemployeeswhoshareourvalues.Wewillstrivetomeet individualneedsbecauseoursuccessdependsonthesatisfaction,effortand commitment of each employee. Ourleaderswillconstantlysupportandmotivateouremployeestocontinuously improve.Thiswillbeaccomplishedbycreatinganenvironmentofgenuinecare, trust,respect,fairnessandteamworkthroughtraining,education,empowerment, participation, recognition, rewards and career opportunities. By consistently exceeding our customers expectations and personalizing every aspect oftheirstay,wewillcreatelonglastingmemorieswhichwillbringthembackyear after year. Continuousimprovementandtheefficientsatisfactionofallourcustomerswill ensureexceptionalandprofitableresultswiththeinvestmentsentrustedtousanda flawlessimageofourownergroup.Ourownerwillalsobenefitfromaccurateand timely communication of financial results. Our Motto Moments Enriched Push yourself to achieve more and challenge your limits. Eliminate status quo. Chapter One Conduct and Appearance CHAPTER NO 1.1 TASK:- Conduct and Appearance OUTLET: The Bar OBJECTIVE:- Ensuring careful unostentatious dress STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS 1.Ensuring careful unostentatious dress Uniformsprovidedby the hotel should be worn as they are meant that is withoutanyformof decorationsuchasnon-regulationbelt,shoes, etc Maintenance of StandardLadies must make sure that high heels are never worn Maintenance of Standard Avoidsaccidentand personal injury Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 1.2 TASK:- Conduct and AppearanceOUTLET: The Bar OBJECTIVE:- Ensuring careful grooming STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS 1.Ensuring careful grooming Hairshouldbecleaned, wellcombedandcut shortincaseofmen.Furthermore,itshould be of natural colour. Inordertogiveawell groomed appearance.Womenwithlonghair shouldweartheirhair tied back. Forgoodpresentation and hygiene.Menshouldbewell shaved. Present good image.Ensureshoesare polished and cleaned. Avoidgivinga neglected appearance. Uniformsshouldbe cleaned,neatlypressed, wellfittedandingood condition HygieneRepresentsimageofthe hotel. Prepared By: Raj Sultoo Approved By:Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 1.3 TASK:- Conduct and Appearance OUTLET: The Bar OBJECTIVE:- Ensuring discreet make-up and personal ornaments STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS 1.Ensuring discreet make-up. Make-up,perfume, after-shaveand deodorantshouldbe used conservatively. Ladiesshouldavoid wearing nail polish Heavyscentsmaybe offensive to guests. Hygiene2. Ensuring discreet personal ornamentationLittlejewelleryshould be worn whilst on duty.Business-like watchWedding RingNecklaceandpendants shouldbesmallandnot bulky Studorsleeperearring for female only Professional appearance. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 1.4 TASK:- Conduct and Appearance OUTLET: The Bar OBJECTIVE:- Ensuring impeccable personal hygiene at all times STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS 1.Ensuring impeccable personal hygiene at all times. Thefollowingrules should be adhered to: Take a bath regularly Hairshouldbecleaned and tidy at all timesTeeth should be brushed twice a day (at least)Deodorantshouldbe usedWashhandsthoroughly after using bathroom HygieneHygiene Prevent bad breath Prevent bad body odors Hygiene Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager Chapter Two Cleaning of Bar Equipment andFurniture CHAPTER NO 2.1 TASK:-Cleaning Bar equipments and furniture OUTLET:The Bar OBJECTIVE:- Cleaning Ashtrays STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Cleaning ashtrays Placedirtyashtrayona trayandcarrytothe wash-upcovering ashtray with one hand. Itisnecessarytocover theashtrayinorderto preventashfrom blowing aroundEmptyashtrayintoa non-flammable container,ensuringthat allcigarettesandcigars are extinguished. To prevent fireWashashtrayunder coldrunningwaterwith a cloth and detergent. Toremovealltracesof ash and nicotineIfashtrayisheavily stained,washasabove under warm water. Heavy nicotine stains are removed more easily. Rinseashtrayunder cold water. Toremoveresidueof detergent.Wipe ashtray with a dry cloth.To dry. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 2.2 TASK:-Cleaning Bar equipments and furnitureOUTLET:The Bar OBJECTIVE:- Cleaning condiment equipment STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Cleaningcondiment (salt & pepper) Theseshouldneverbe cleanedusingsoapand water.Theymustbe wipedoverwithaclean anddrycloth.Shakers must be checked and re-filled prior to wiping on the outside. Watermustbe preventedfromgetting intotheshakersasthis will result in the salt and pepper,thusbecoming dampandwillleadto blockage of the shaker. Shakersmustbe emptiedcompletely onceaweekfordeep cleaning,wiped properlywithadry clothandre-filledwith fresh salt and pepper. Tocleaninsideand avoid blocking. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 2.3 OUTLET: The Bar TASK:- Cleaning Bar equipments and furnitureOBJECTIVE:- Polishing Glassware STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS 1. Polishing GlasswarePourhotwaterand vinegar in a wine bucket only three quarter full HygienePlacetheendofthe clean glass cloth in your lefthandandpickup thedirtyglassfromits stemwiththeglass cloth. Safefrombreakageand avoidingfingermarks on the glass. Diptheglassintothe hotwaterseveraltimes togivetheglassagood rinse.Lift the glass and shakeitlightlyto removeanyexcess water.Withyourright hand,lifttheremainder oftheglasscloth, making sure it covers all ofyourhand.Place thumbinsidetheglass andwiththeremaining fingerssurroundingthe glass,wipetheglass gently until it is cleaned and no stain is visible. Thorough cleaning Lift glass from the stem, stillwiththeglasscloth and place it gently in the clean rack upside down. Minimize breakage Chapter Three Preparing Tables CHAPTER NO 3.1 TASK:- Preparing tablesOUTLET: The Bar OBJECTIVE:- Arranging chairs STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Arranging chairs Chairsarearranged according to table plans Inordertohavethe appropriatenumberof seatsateachtable.In thisway,thenumberof seatsinthebarisalso known. Placechairsinbetween table legs. So that the guest can be seated comfortably Ensure that chairs are placed in such a way that maximum guest on the table have a nice view or can easily see the show. For guests comfort. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 3.2 TASK:- Preparing tables OUTLET: The Bar OBJECTIVE:- Placing ash-trays STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Placing ashtrays Ashtraysareplaced eitheratthecenterof thetableorontheedge ofthetable,depending on the type of set-up.In biggertables,morethan oneashtraymaybe needed. Sothattobeeasily accessibletoallguests seated at the table. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 3.3 OUTLET: The Bar TASK:-Preparing Tables OBJECTIVE:- Placing cruets on the table STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Placing cruets on the table Beforeplacingcruet sets,theymustbe arranged in pairs (salt & pepper)andensurethat theyarecleanedand three quarter full.Place cruet set at the center of thetableontheedge depending of the type of set-up.Inbiggertables morethanonepairmay be needed. Soastobeeasily accessibletoallguests seated at the table. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager Chapter Four Welcoming Guests in Bar CHAPTER NO 4.1 OUTLET: The Bar TASK:-Welcoming Guest in Bar OBJECTIVE:-Welcoming Guests correctly STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Welcoming guest in the Bar correctly.Alwaysgreetguestby approachingwitha smileandThe ResidenceSalutation, takingthetimeofthe day into consideration.That is Good Morning Good Afternoon Good Evening Politenessandmakesthe guest feel welcome.Knownguestsaretobe greeted using their name E.g:-GoodMorningMr.& Mrs. SmithAnaddedtouchtothe welcome, making guest feel important Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 4.2 OUTLET: The Bar TASK:-Welcoming Guests in Bar OBJECTIVE:-Dealing with inquiries and explaining establishment facilities STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Dealingwithinquiriesand explainingestablishment facilities TheBarstaffshouldbe awareofthedailyand forthcomingevents concerningF&B activities taking place in the hotel E.g:Themeevening,show, buffet, etc. Tobeabletodealwithany inquiry TheBarstaffshould ensurethattheyare awareofgeneral facilitiesprovidedto guest by the hotel E.g:Shops,YachtClub, Sanctuary, etc. Tobeabletodealwithany inquiry Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 4.3 OUTLET: The Bar TASK:-Welcoming Guests in Bar OBJECTIVE:-Welcoming Guest STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS 1. Welcoming Guests Greetguestby approachingwitha smileandResidence salutationstatingGood Morning,Madam,Sir knownguestsaretobe called by their name. Guestwillfeelyour attentionandyouwillfeel better.Guestwillfeel recognized and important.2.Accompanygueststothe tableEscortgueststotheir tablebywalkingby theirside,engaginga politeconversation where appropriate. 3. Seat Guests Inquire whether the pre-assignedtableis convenientforthe guests.Afterapproval, pull out chairs for ladies first.Lettheladytake herseat,pushchair carefullytowardsthe table whilst she is in the processofsitting.Repeatthesame, procedurefor gentlemen.Whenall guests are seated, unfold napkins,ladiesfirstand lay on guests laps. StandardEtiquettetoseat ladies first Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager Chapter Five Taking Beverage Order CHAPTER NO 5.1 OUTLET: The Bar TASK:-Taking Beverage Order OBJECTIVE:-Presenting Drink List STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Greeting Guests Greetthegueston arrival at the table using guestnamewhere possible. Politenessandmakethe guests feel welcome. Presenting the drink list Ifguestswanttoorder aperitif/afterdinnerdrink, thenpresentcardfromthe right to ladies first.Standard and procedure If guests want to order wine thenidentifythehostand presentthewinelistfrom the right. Note: All menus must be checked that they are cleaned and neat before service starts. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 5.2 OUTLET: The Bar TASK:-Taking Beverage Order OBJECTIVE:-Explaining the various beverages STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Explainingthevarious beverages Ensuredetailknowledgeof allbeverageswhile explaining cocktails. Tobeabletoanswer question Makesuretogivefull compositionandusevery simple language.Guestswillbebetter informedandcanmakea choice accordingly. Proposethecocktailofthe day. To promote sales and added value Whiletakingwineorder, histories,originandvintage are very important Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 5.3 OUTLET: The Bar TASK:-Taking Beverage Order OBJECTIVE:-Writing orders STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Writing orders Clearlyandneatlywriteon anorderpadallnecessary information such as- Room Number- Table Number- Waiter Name- Time of OrderSothatguestcanbebilled accordinglyandtoensure thatthecorrectorderis given to the guests.Incaseofwine,ensureto mention full name if wine is red, white or rose. Toavoidconfusionand delaysthroughalackof precision.Whentakingbeverage orders,onemustcheckthe followingwhere applicable:- - Which mixers are required- With or without ice- Any specific beer-IfSpiritisordered,askif any particular brand.Inordertoservethe beverageexactlyasthe guestwouldlikeand avoiding time wasting. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 5.4 OUTLET: The Bar TASK:-Presenting Guest Wine Menu and Taking Orders of Wine OBJECTIVE:-Explaining the different wines STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Presenting the wine list Identify the host and present wine list from the right. Standard and procedure Explaining the wines Explaincarefullyusing simplelanguageanywine guests want to have detailEx: Origin and VintageTheguestwillbebetter informedaboutthewines availableandcanmakea choice accordinglyEnsureadetailed knowledgeofallwineon the list.Tobeabletoanswer questions.Assisting the guests to make their choiceIfrequested,assistthe guestsinmakingachoice byproposingappropriate wine.Bearinginmindthe foodtheyhaveordered suggestwinewhichwillgo withtheirfood.Where possibletrytosellwhite wineswithstartersandred wines with main course.To help guests making their choice since different wines arecompatiblewith different food.Writing the wine order Clearlyandneatlyensuring thatallnecessary informationsuchasroom number,tablenumber,time & date are noted.Sothatguestscanbebilled accordinglyandtoensure thatthecorrectorderis given to guests.Ensurequantityandtypeof wine(red,white,rose)are clearlywrittendownonthe order pad.Toavoidconfusionand delaysthroughlackof precision.Note: All out of stocks must be checked before service starts Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager Chapter Six Ordering and Carrying Beverages CHAPTER NO 6.1 OUTLET: The Bar TASK:-Ordering and Carrying Beverages OBJECTIVE:-Giving beverages orders to the relevant section STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Giving beverage order Oncetheguestsorderhas beentaken,acopyofthe orderistobehandedas follows:- - Original copy with cashier ,stampatTheMainBaror Dispense Bar Forpreparationofthe required beverage- Second copy to the cashier For billing purpose- Third copy for the waiter For waiters reference -Forthcopyremainsinthe order pad. For control purposes Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 6.2 OUTLET: The Bar TASK:-Ordering and Carrying Beverages OBJECTIVE:-Carrying Beverage and Glassware to the table STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Placingthebeveragesand glassware on the trayUsingtheappropriatetray, placethebeveragescarefully on the tray together with side orders.Any bottle should be placedatthecentreofthe traywithglassesonthe outside. Tobalancethetrayand prevent breakagesSpiritsandtheirmixers should be placed next to each other.Thisavoidshavingtoreach acrossthetrayandthenhelp to prevent accident.Thebeveragesbelongingto thefirstgueststobeserved, is placed close to the waiters righthandwiththeother beveragesbeingsetouton the tray in order of service.Facilitate servicePriortoleaving,checkthat theorderiscorrectby referringtotheduplicate ordercopywhichiskeptin the waiters possession.Toensurethatthecorrect beverageshavebeen provided.Oncethebeveragehasbeen arrangedcorrectlyonthe tray,holdthetraybypulling itslowlyandplacingthe palmofthelefthandatthe centreofthebaseofthetray tobalanceit,priortolifting carefully.Ensurethatthe contentsonthetraydonot move. Inthisway,thetrayis balanceonthepalmofthe lefthandandeasiertocarry, thus preventing accidents. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 6.3 OUTLET: The Bar TASK:-Ordering and Carrying BeveragesOBJECTIVE:-Taking used equipment to the wash-up department STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Takingusedequipmentto the wash-up departmentUsedequipmentiscarried tothewash-uponatray, ensuringthatallitemsare placed correctly.To avoid breakages Makesurethatthetrayis notover-weightandthatit isbalancedproperlyby placing it on the palm of the lefthandandholdingthe righthandcornerwiththe right hand.To avoid breakages Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 6.4 OUTLET: The Bar TASK:-Ordering and Carrying BeveragesOBJECTIVE:-Distributing used equipment efficiently STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Distributing used equipment efficientlyPlacethetrayonthe dishwashingtable,remove allusedequipmentsand placeincorrectsectionfor wash-up.E.g:-Glassesshouldbe placedupsidedownan appropriate glass rack.Tofacilitatewash-upand avoid breakages Makesurethatany beveragedecorationi.e cocktailsticksetcare thrownintothegarbagebin priortoplacingused equipmentinthe appropriate section.To facilitate wash-up Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager Chapter Seven ServingBeverages CHAPTER NO 7.1 OUTLET: The Bar TASK:-Serving Beverages OBJECTIVE:-Ascertaining the guests wishes STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Ascertaining guests wishesTastesvaryfromone individualtoanother.Itis thereforenecessaryto ascertaintheguestswishes priortoservingthedrinks.Thiscanbedonebyasking the following:- 1. With or without ice2. With or without lemon3.Ifspiritsareordered,ask guest whether he would like to any particular brand 4.Whetherornot,mixers arerequired.Ifyes,which one.5. If beer is ordered, ask the guestifhehasany preference.6.Ifguestwouldlikethe drink strong or weak7.Whetherornotguest wouldliketoaddcertain mixers personally.8.Somealcoholic beveragesaredrunkneator withwater.Itisnecessary todeterminetheguests preferences.Standard and procedures. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 7.2 OUTLET: The Bar TASK:-Serving Beverages OBJECTIVE:-Serving Beverages STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Placing drink on a tray Placespiritsandtheir mixers next to each other on a round trayTo facilitate service. Holdingthebeveragetray inthelefthandside,stand to the right of the guest.Standard and procedures Place prepared drinksatthe top right hand of the cover.Easierforgueststopickup drinks. Inthecaseofdrinkswhich need to be poured, place the glassasabove,pourthe beverageormixersintothe glasscarefully,ensuring thatthebottledoesnot comeintocontactwiththe brim of the glass.Toavoidover-flowingand breakages. Whenservicemixers,ask guests if they would like the entire mixer to be poured at once.Ittheguestdoesnot requireallofthemixer,the jugcontainingthemixer shouldbeleftonthetable on the right hand side.Guestmaynotwantallof themixerstobeadded straight away. Whenservingbeer,askthe guestiftheywouldlikethe beerservedwithorwithout a head.Requirementvariesfrom one guest to another. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 7.3 OUTLET: The Bar TASK:-Serving Beverages (Cont) OBJECTIVE:-Serving Beverages STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Adding Ice Ice is normally placed in the glasspriortoservice.However,ifguestrequires more, bring in a bucket with atongplacedonatrayand servefromtheright.Place thebucketonthetableon the right hand side.Standard and procedures. Adding other accompaniment.Theseincludesalt,pepper, Worcestersauce,Tabasco etcmayberiskedpriorto serviceoncetheguests requirementhavebeen ascertained,orifrequested, maybebroughttothetable and placed next to the drink sothattheguestcanserve themselves.Standard and procedures. NOTE: Always serve from the right in a clockwise direction, ensuring that preference is given to elderly person, ladies and gentlemen.The host to be served last.Bottlescontainingremainingdrinkshouldbeleftonthetablewiththelabelfacingthe guest.Extra glasses not in use, should be removed. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 7.4 OUTLET: The Bar TASK:-Serving Drinks OBJECTIVE:-Cleaning away STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Cleaning away Duringtheserviceof beverage,removeallempty bottlesandusedglasses using a round tray.Inordertokeepthetable tidy.Cleaning debris from tableUsing a ice tong clear eaten fruitdebris,leftstrawsand stirrersfromtableina service plate Tableslookmessywith these things on table. Clearingdebrisgivesthe table a hygienic look. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO TASK:- Pancake, Waffles, Pastry of the Day ServiceOUTLET: The Bar OBJECTIVE:- To be able to serve pancakes and waffles within the hotel STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Welcome and Seat Guests Greettheguestandseat him. Hotel Standard Order Taking Takeguestsorder, proposeguestthe selectionofgarnitures available. Toservetheguestwhathe likes best.Using Order PadWhitecopyinKitchen (Kiosque)Blue copy to the Cashier Service Servepancake,waffles totheguesttogether withcutlerywrappedin tissuepaperkeptin Kiosque. Cutlerytobeplacedin the right hand side. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NOTASK:- Afternoon Tea Service (15h00 18h00)OUTLET: The Bar OBJECTIVE:- To be able to serve afternoon tea service within the hotel set standard STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Welcoming and Greeting Seat the guest. Menu Presentation Suggestguestaboutthe available teas. Guestcanselectthebesthe likes. Communication Informguest1 afternoonteaisfor2 pax. Informgueststhatfood willtakeatleast15 minutes.2 teas as per guests choice.-1Selectionoftea sandwiches-1Selectionofminiature pastries and scones- Serve with whipped cream and assorted fruit jam Placing Order Touseorderpadfor taking of order.WhitecopytoMain Kitchenforpreparationof tea sandwichesYellowcopytoPastryfor miniature pastry and scones. Service Setthetableaccording totheestablishedSOP (see picture) Teastobeservedinthe meantime Foodtakesmoretime (10-15 minutes) Wishguesttoenjoy their afternoon tea. Waiter should be always visible to guests.To check guest needs. Clearance Onceallguestshave finishedthesefoods, cleartheplatesand sandwich basket.Keep table clean. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014Bar ManagerF&B Manager CHAPTER NO TASK:- Afternoon Tea Service (15h00 18h00)OUTLET: The Bar OBJECTIVE:- To be able to serve afternoon tea service within the hotel set standard STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Bill Presentation Presentbilltothehost inacleanbillfolder using a hotel pen.Maintain hotel standards. Bid Farewell Thank guests Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO TASK:- Lunch Service OUTLET: The Bar OBJECTIVE:- Serve guests food from The Colonade Bar Menu STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Welcomeandgreetthe guests.SeatguestatTheBar,pull ladies chairs.Makeguestsfeel comfortable / welcome. Menu presentation Presentmenutoguests, ladiesfirstfromtheright handside.Menushouldbe opened. Takingorders(upselling/ suggestive selling) Takedrinksorder,ladies first.Takefoodorder (Repeat order).Tomakesurethatright order has been taken. Table Set-UpSet table according to SOP. Service Serve drinksServe foodAll services to be done from right hand side.Tocheckforguests requirements. Waitershouldalwaysbe visible to guests.To check guests needs. Clearance of platesAllclearancestobemade fromtherightsidestarting fromladiesfirst(makesure allguestshadfinishedtheir food. Suggestive selling Proposeguestsfordessert (ice-cream,fruitplatter,tea or coffee) Bill presentation Billtobepresentedtothe hostusingahotelpenand bill should be in a clean bill folder. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO OUTLET: The Bar TASK:- Lunch ServiceOBJECTIVE:- Serve guests food from The Colonade Bar Menu STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Bid farewell Whenguestsareleaving, thank them in a friendly and polite manner. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO OUTLET: The Bar TASK:- Late Breakfast Service OBJECTIVE:- Serve guest Continental Breakfast from 10:45 to 11:45 STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Seat the guests at The BarPropose guests the selection ofavailableitems(no menu)Avoidmisunderstanding with guests. Take guests orderOrdertobetakenusingthe Order Pad.Whitecopytogetfoodand beverages.BluecopyforCashier (control purpose). Service Setthetableaccording totheestablishedSOP (see picture) Tea,coffeeorfresh juices to be served first.Fruitplatter,croissanttake 5-10 minutes to be served.Tofollow-upwithfood service. Waiter should always be visible to the guests.To check guests needs.Billisnotraisedfor Continental Breakfast.It is included in the package of HB and BB. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager Chapter Eight ServingWines & Champagne CHAPTER NO 8.1 OUTLET: The Bar TASK:-Serving Wine OBJECTIVE:-Identify the host and presenting the wine list STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Identifying the host. Thehostmaybeidentified by his actions.E.g:Theonedoingthe seatingorbyconsultingthe reservation book.Thehostneedstobe identifiedasitisnormally thehostwhowillselectthe wine. OR Thehostwillcommunicate directlywiththewaiter concerningthebilling instructionorwillorderthe wine.Toensurethatthecorrect guest is billed accordingly. Presenting the wine list This is presented to the host from the right hand side.Standard and procedures. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.2 OUTLET: The Bar TASK:-Serving WineOBJECTIVE:-Placing the bottle in the wine bucket / wine basket STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Placingwhiteandros wines in an wine bucket Rosandwhitewinesare placedinanwinebucket withacleanwinecloth wrapped around the neck of thebottle,broughttothe tableandplacedonawine stand in the hosts right.Standard and procedures. Thewinebucketshouldbe filledwithiceand1/3 with water.Tomaintainthecorrect temperature. Placingtheredwinebottle in a wine basket Incaseofredwine,itis necessarytoplaceaclean wineclothfoldedinthe neckendofawinebasket priortogentlyplacingthe bottle in the basket with the label facing upwards.Thebottleisplacedinthe basketgentlyinorderto avoid disturbing the wine. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.3 OUTLET: The Bar TASK:-Serving Wines OBJECTIVE:-Placing the appropriate glasses on the table STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Placingtheappropriate glasses on the table Placespotlesslyclean glassesonthetableatthe righthandsideofthe covers, after the water glass.Glasses are always placed at therightinorderto facilitate drinking. Makesurethatthecorrect glasses are selectedE.g:RedWineglassesfor redwineandwhitewine glassesforwhiteorros wine. Thechoiceofglassisvery importantduetothefact thatredwineglassesare biggerthanwhitewine glasses,leavingspacefor the wine to breath Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.4 OUTLET: The Bar TASK:-Serving Wines OBJECTIVE:-Presenting the bottle to the host STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Presentingthebottletothe host Presentwinefromtheright withthelabelfacingthe host.Wineispresentedtothe hostsothathecanconfirm thatthecorrectwineis beingserved.Thelabel needstobefacingthehost for easy identification. Presentingwhiteandros wine bottles to the host.Removethebottlefromthe wine bucket, allow all water todripawayandplacethe bottleonnicely,folded wineclothinthepalmof your hand. Thewineclothisusedfor securitybypreventingthe bottlefromslippingandto catch any drips. -Movetowardsthehost andpresentthewinefrom the right.Standard and procedure-Thebottleshouldtilt slightlytowardsthewaiter andbesupportedbythe fingers of the right handTo avoid spillage.-Ensurethelabelisfacing the guest. The host may also touch the bottle.Host may touch the bottle to feel the temperature prior to giving approval. Presentingredwinebottles to the host.Hold the wine basket gently withtheneckofthebottle facingthewaiterand presentthebottlefromthe right,allowingthehostto givehisapprovalpriorto opening the bottle.Thebasketmustbeheld gentlytoavoiddisturbing thesediment.Theneckof thebottleneedstofacethe waiter so that the label is in thecorrectpositionfor inspection. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.5 OUTLET: The Bar TASK:- Serving Wine OBJECTIVE:- Opening the bottle STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS OpeningwhiteandRos wine bottlesFollowingthepresentation ofthewineandthehosts approval,replacethebottle in the wine bucket.Tomaintaintemperature andactasasurfaceon which to open the bottle. Usingthecorkscrewknife, cutthefoilneatly,remove andwipethetopofthe bottleneckwithawine cloth.Thebottleneckneedstobe wipedtoremovedustand moisture. Using the left hand, hold the winebottlefirmlybythe shoulder,ensuringthatthe base is facing the waiter and theneckisfacingawayat an angle of 45. Facilitatesopeningthe bottlebyholdinginthis position. Using the right hand, pierce thecentreofthecorkwith the tip of the corkscrew. Thecentreispiercedin ordertopreventthecork form splitting. Twistthecorkscrewina clockwise direction until the screwisalmostcompletely inserted.Placepressureon thebottlewithyourleft handandusingyourright hand,drawthecorkout gentlywithoutmakingany noise.Standard procedure.Wipethemouthofthe bottle Withacleanwinecloth prior to proceeding with the service. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.5 OUTLET: The Bar TASK:- Serving WineOBJECTIVE:- Opening the bottle (cont) STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS OpeningwhiteandRos wine bottlesInthecaseofhighly reputablewines,presentthe corktothehostonasmall saucer.Sothatthehostmaysmell the cork. Opening red wine bottles. A bottle of red wine may be openedeitherattheguests tableoronthewaiters stationinthesightofthe host.Wherethebottleisopened dependsonthespace available. Bottlesofredwinesmust beopenedlyinginthered winestandwiththeneck facing the waiter.Redwinebottlesmustbe openedlyinginthered wine stand in order to avoid disturbingthesediments and spoiling the wine. Using the left hand, hold the basketandwinebottle, preventingthemfrom movingandpiercethecork inthecentrewiththecork screwtipusingtheright hand.Standard procedure. Gentlytwistinaclockwise directionuntilthescrewis almostcompletelyinserted.Removethecorkwith utmost care. Offerthecorkonasmall saucer. Toenablehosttosmellthe cork. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.5 OUTLET: The Bar TASK:- Serving Wine OBJECTIVE:- Opening the bottle (cont) STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Wipetheinnerpartofthe mouthofthewinebottle withacleannapkinpriorto serving.To remove dirt. Important Notes:-Never twist the bottle when opening-Check to see whether or not the cork is splitting prior to uncorking.-Always check the bottle prior to pouring to ensure that no cork has dropped into the wine. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.6 OUTLET: The Bar TASK:- Serving Wine OBJECTIVE:- Serving the wine STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Serving wineHavingfilledthehosts glassuptoonethirdand gainedhisapproval, proceedbyservingladies firststartingfromtheright ofthehostandproceeding clockwisearoundthetable, holdingthebottleinsucha wayastoensurethatthe labelisvisible.Having servedalltheguestsonthe table,returntothehostand fill his glass.Itisstandardservice etiquette to serve ladies first and to return to the host and fill his glass last. Whenpouringwine,usea neatly folded waiters cloth.To catch any drips. Whilepouringwine,never allowthebottletocome intocontactwiththerimof the glass.To avoid breakage. WhenpouringRoseand Whitewines,filltheglass uptotwothirds,andinthe caseofredwineshalffill the glass.It is necessary to pour up to theselevelsinorderto leaveroomforan appreciation of the bouquet. Whenfinishingpouringthe wine into the glass, twist the bottleslightlywithan upward movement.Topreventthewinefrom dripping onto the table. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.6 OUTLET: The Bar TASK:- Serving Wine OBJECTIVE:- Serving the wine (cont) STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Whenpouringredwines, holdthehandleofthewine standandstandtotheright handsideoftheguest, pouringthewinewith utmost care.Toavoiddisturbingthe sedimentandspoilingthe wine. Afterserving,redwine shouldbeplacedonthe gueststableandwhite/ roswinesshouldbe replaced in the bucket.White and Ros wines need tobereplacedinthewine bucketinordertomaintain their temperature. Glassesshouldbere-filled regularlyandshouldthere beanyrequestforanother bottleofthesamewine,a freshglassshouldbegiven to the host for tasting.Freshglassesareneededso thatthetasteofthenew wineisnotimpededby remnantsfromtheprevious bottle. Important Points: -Redwineshouldbeopenedasearlyaspossiblesothatthewinemayattainroom temperature naturally.-WhenproceedingontoRedwineserviceaftertheserviceofwhitewine,removeall whitewineglassesandreplacedwithred.However,priortoreplacingglasses,itis necessary to obtain the guests approval if there is any wine remaining in the glass.- Avoid pouring red wine up to the last drop as this is purely sediment.- House wines are also served by the glass which is brought directly to the table.- The host is always served last. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.6 OUTLET: The Bar TASK:- Serving Wine OBJECTIVE:- Serving the wine (cont) The Golden Rules of Wine Service There are nine golden rules regarding the service of wine.These are: 1.Light wine should be served before the rich or full bodies wines2.Dry wines are served before sweet wines3.Dry white wines should be served before red wine4.Do not serve dry wine with sweet food or any food that has a sweet sauce5.Serve red table wine with red meat6.Serve white table wine with white meat7.Serve ros wine with any food8.Serve champagne throughout the meal9.Serve sweet white wines, ros wines and champagne chilled Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.7 OUTLET: The Bar TASK:- Serving Wines OBJECTIVE:- Refilling the glasses STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Refilling the glasses Ensurethatglassesare toppedupregularlyas requiredbyglancingatthe table from time to time.Toensurethatglasses containareasonablelevel of wine at all times. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.8 OUTLET: The Bar TASK:- Serving Wine OBJECTIVE:- Supplying clean glasses as required STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Supplyingcleanglassesas required Inthecaseoftheguest orderinganotherbottleof wine,supplyspotlessly cleanglasses,placingthem at the top right hand side of the cover.Inordertopreventthe flavourofthenewwine frombeingimpededby remnantsfromtheprevious bottle. Whenchangingfromwhite / ros wines to red wines, it isnecessarytochangethe glasses.Redwineisservedina different glass. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.9 OUTLET: The Bar TASK:- Serving Wine OBJECTIVE:- Clearing away STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Clearing away Removeanyusedglasses andemptybottlesfromthe tableusingatrayandtake to waiters station.Tokeepthetabletidyand avoid clutter. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.10 OUTLET: The Bar TASK:-Serving Champagne OBJECTIVE:-Carrying the champagne bottle to the table STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Carryingabottleof champagne to the tablePlacethechampagnebottle inawinebucketwhichis filledwithwaterand filledwithiceandcarryto the table.Tokeepthebottleof champagneatthecorrect temperature. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.11 OUTLET: The Bar TASK:-Serving Champagne OBJECTIVE:-Placing proper glasses STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Placingproperglasseson the table Setchampagnefluteatthe right hand side of the guest. Champagneflutesare speciallydesignedglasses topreventrapidlossof precious gas. NOTE:- When serving champagne by glass, use chilled champagne flutes as it will keep the drink chilled longer. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.12 OUTLET: The Bar TASK:-Serving ChampagneOBJECTIVE:-Presenting a bottle of champagne STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Presentingabottleof champagneOncetheorderhasbeen takenandglassesplacedon thetable,checkthebottle temperature, taking care not to shake the bottle and place inawinebucketcontaining ice and water.Bottletemperatureneedsto becheckedinorderto ascertain whether or notthe champagneisthecorrect temperaturefor consumption. Wrapacleanwinecloth aroundtheneckofthe bottleandplacethebucket onawinestandinsightof the host.Wine cloth is used to steady thebottleandpreventit from moving. Removethebottlefromthe bucketwiththeutmostcare andplaceitonafolded napkininthepalmofthe lefthand,ensuringthatthe bottletiltsslightlytowards thewaiterandissupported bythefingersoftheright hand.Utmostcareisrequired whenhandlingchampagne inordertopreventpressure frombuildingupinthe bottle. Presentthebottlefromthe righthandsideofthehost ensuringthatthelabelis facing the host.To allow the host to inspect the label. Thehostmayalsorequest to touch the bottle.Inordertocheckthe temperaturepriortogiving approval to open the bottle. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.13 OUTLET: The BarTASK:-Serving Champagne OBJECTIVE:-Opening a bottle of champagne STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Openingabottleof champagneHavingobtainedthehosts approval,replacethebottle in the wine bucket.Tomaintaintemperature andactasasurfaceon which to open the bottle. During the opening process, ensurethattheneckofthe bottleispointingtowards the ceiling.To avoid accidents. Withthelefthand,holdthe bottlefirmlybythe shoulder,andusingthe righthandtoremovethe goldorsilverfoilfromthe corkandtheneckofthe bottle.Thisisthefirststepwhen openingabottleof champagne, allowing access to the cork. Loosenthewirecage holdingcorkbyturningthe wireendinan anticlockwisedirection, removecarefullyandplace in the wine bucket.Thewirecageneedstobe removedinordertobeable touncorkthebottle.This needstobedonecarefully inordertoprevent excessivegasandfizzing fromdevelopinginthe bottle. Place a clean napkin and the thumboftherighthandat the top of the cork and twist thebottleslowlytorelease thecork.Oncethecorkis removed,keepitinyour pocket.Thisneedstobedone slowlyinordertoprevent thecorkfromshootingout of the bottle. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.14 OUTLET: The Bar TASK:-Serving Champagne OBJECTIVE:-Serving a bottle of champagne STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Servingabottleof champagneHavingfilledthehosts glassuptoandgainhis approvalproceedsby servingladiesfirst,starting from the right of the host.Itisstandardservice etiquette to serve ladies first and to return to the host and fill his glass last. Liftthebottlewiththe utmostcareandwipethe base with a wine cloth.Thebaseiswipedto removewaterandprevent dripping. Holdthebottleintheright handwiththetipofthe thumbrestinginthecavity atthebaseofthebottle.Supportthebottleusingthe fingers of the right hand.Standard service procedure Ensurethatthelabelis facing the guest.To facilitate identification. Standingattherighthand sideoftheguest,pourthe champagnewithcareupto 2/3 of the glass.To prevent champagne from fizzing over the glass. Neverallowthebottleto comeintocontactwiththe rim of the glass.To avoid breakage Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 8.14 OUTLET: The Bar TASK:-Serving Champagne OBJECTIVE:-Serving a bottle of champagne (cont) STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Useanicelyfoldedwine cloth held in the left hand to catchany drops andreplace the bottle in the wine bucket after serving.The bottle is replaced in the winebucketinorderto maintainthecorrect temperature. Important Notes:- 1.Agoodwaitershouldneverallowthecorktoshootawayfromthebottleunless requested by the guest. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager Chapter Nine ServingHot Beverages CHAPTER NO 9.1 OUTLET: The Bar TASK:- Serving Hot Beverages OBJECTIVE:- Using proper service techniques for hot beverages STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Usingproperservice techniquesServiceiscarriedoutfrom therightinaclockwise directionwithpreferenceof service being given1.To children2.To elderly people3.To ladies4.To gentlemenThe host is served last.Service etiquetteHotbeveragesandtheir accompanimentsarecarried tothetableonaroundtray whichisheldbalancedon the palm of the left hand.To facilitate service.When serving hot beverages atbreakfast,lunchand dinner,apersonalized serviceisnotnecessary.In this case, hot beveragesand theiraccompanimentsare placedonthetableinfront of the guest.Guestisabletohelp himself as required.Somebeveragesareserved pre-poured.E.g:Cappuccino& Expresso Inthiscase,whengivinga personalizedservice,the beveragesareplacedonthe tableinthefrontofthe guest and sugar is offered. Standard service procedure Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.2 OUTLET: The Bar TASK:- Serving Hot Beverages OBJECTIVE:- Using proper service techniques for hot beverages (cont) STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Service of Hot ChocolateHot chocolate is served in a tea pot and milk is served in a milk jug. Standard service procedureFree Cookies is servedwith hot chocolate. ResidenceStandardto enhance guest satisfaction. Service of InfusionsInfusionsareservedintea pots. Standard service procedure Astrainerisservedwith infusionswhicharenotin bags. Tofilterparticlesgetting into the cup. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.3 OUTLET: The Bar TASK:-Serving Hot Beverages OBJECTIVE:-Serving expresso and cappuccino STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Servingexpressoand cappuccinoCarrytheexpressoandits accompanimentstothe tableonaservicetray balanced on the palm of the left hand.Facilitates service Sinceexpressoand cappuccinoarepre-poured beverages,thewaiteris requiredtoplacethecupin frontoftheguestfromthe righthandsideandoffer sugar.Standardprocedurewhen serving pre-poured drinks. Afreeglassofwateranda smallcubeofchocolateis alwaysservedwith espresso. ResidenceStandardto enhanceguestsatisfaction as some guest dont like the tasteofstrongcoffee lingering in their mouth. Note: While serving expresso, hot milk may be served upon request. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.4 OUTLET: The Bar TASK:-Serving Hot Beverages OBJECTIVE:-Serving Tea and Coffee STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Serving tea and coffeePositiontherequired equipment,beverageand accompanimentsona servicetray,balancingthe trayonthepalmoftheleft hand.Facilitates service Using the right hand setthe tea cups or coffee cups with appropriateonthesaucers withteaspoonsandplacein frontoftheguestfromthe right hand side.Basicmiseenplacefortea and coffee service Place sugar in the middle of thetable.Placeteapotor coffeepotandmilkonthe right hand side of the guest. So as to be easily accessible toallguestsseatedatthe table Free Cookies is servedwith tea and coffee.. ResidenceStandardto enhance guest satisfaction. Important Notes:Hot milk is offered with coffee and cold milk is offered with tea.When serving lemon tea, lemon rings are served on a tea saucer and place together with the tea on the table. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.5 OUTLET: The Bar TASK:-Serving Hot Beverages OBJECTIVE:-Serving hot chocolate STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Servinghotchocolate,hot milk, etc.. Positiontherequired equipment,beverageand accompaniment on a service tray,balancingthetrayon the palm of the left hand.Facilitates service. Using the right hand, set the teacupsonthesaucersand placeinfrontoftheguest from the right hand side.Basicmiseenplaceforhot beverage service. Place tea pot with chocolate on the right hand side of the guest.Guestcantopuptheir beverages as required. Important Notes: Hot chocolate is served in a tea potRequirement for 2 persons40grms of chocolate powder (6 Dessert Spoons)Fill teapot with of boiling water and of hot milk and stir. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.6 OUTLET: The Bar TASK:-Serving Hot Beverage OBJECTIVE:-Serving other infusions STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Servinginfusionsmint, verveine, camomille, etc. Positiontherequired equipment,beverageand accompaniment on a service tray,balancingthetrayon the palm of the left hand.Facilitates service Using the right hand, set the tea cups on the saucers with spoonandplaceinfrontof theguestfromtheright hand side.Basicmiseenplaceforhot beverage service. Placeteapotwithinfusions on the right hand side of the guest.Guestcantoptheir beverage as required. Important Notes:-Infusion are served in a teapotRequirement for two persons:- Two infusions bags in a teapot filled with boiling water.Sugar is not served with infusions. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.7 OUTLET: The Bar TASK:-Snack Food Order OBJECTIVE:-To enable to take a snack food order within the hotel set standards STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Present bar snack menuAfterhavingwelcomedand seatedtheguestspresent themthebarsnackmenu and give them some time to choose. Allowthemaselectionof snack food to choose from. Askingforthelunch/food order. Approachthetablewhen guestsarereadytoorder, addressinganyfemales first.Ask-MayItake yourorderladiesand gentlemen Correct procedure Writing the order.Amount of covers Table no. & date/time Server initials Startersfollowedby mains withMale/female(startwith ladies and kids first) Correct table no. Side orders Avoidsconfusionand correctitemsdeliveredto the right guest. Confirm the order.Repeatbacktoeachguest inturntheircompleteorder and thank the guests.Avoidstakingthewrong orderandallowstheguest to change their mind. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.8 OUTLET: The Bar TASK:-Snack Food Order OBJECTIVE:-To enable to take a snack food order within the hotel set standards (cont) STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Entering the order into Micros Once order is taken the blue andwhitecopiesshouldbe giventothecashierwhere hewillstampthewhite copyasapprovalandgives itbacktowaitertosendto kitchenforfood preparation.Thebluecopy iskeptbythecashierfor billings. Correctprocedurefor accuratebillingandkitchen preparation Placing the order docket. Takethedocketintothe kitchenandplaceonthe servicepassinthecorrect order and position. Foraccuratetrackingof guestwaittimesanditems delivered to tables. Confirm special orders.Communicatewiththechef for any special requirements that guests may request Ensuresthattheguest demands are met. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.9 OUTLET: The Bar TASK:-After Dinner Drink Order OBJECTIVE:-To be able to take coffee and liquor order effectively STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Askingtheguestsforany coffee or liquors Afterhavingwelcomedand seatedtheguestsaftertheir dinner,askiftheywould like any coffee and liquor. Correctstandardand opportunity to upsell. Hot beverage options Asktheindividualguests whattheirpreferredchoice is offering: Filter Coffee / Cappuccino / Espresso/LiquorCoffee (Irish Coffee/Calypso) / Hot Chocolate and Tea.Variety of choice. Cognacs,Armagnacs,Ports and LiquorsOffertheguestawide selectionbynamingthe beverage items.Correct procedure. CigarsAskguestsiftheywould liketoseeourchoiceof cigars from the humidor.To upsell Important Notes: Free mignardises is served with tea and coffee ordered after the dinner. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.10 OUTLET: The Bar TASK:-Cigar ServiceOBJECTIVE:-To be able to serve cigars within the hotel set standards STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS 1.Presentingofthe Humidor boxHoldtheHumidorboxin yourhandsandpresentitat thetablesothattheguests canselectthecigar.After thecigarhasbeenselected, offer to take the ring off and to cut it for the guest. 2. Removing the paper ring Squeeze the cigar where the bandiswithyourfingers. Thiswillslightlyraisethe ringawayfromthecigar which can be torn away.Correctprocedureof service 3. Cutting the cigarThewaitershouldholdthe cigarandplacethepoint betweenthecuttingedges oftheopenedcutter,and slicingoftheendpart.The cigarshouldbetappedjust tomakesurethatno particlesofloosetobacco arestillhangingfromthe cigar.Correctprocedureof service 4. Lighting the cigarAwoodenmatchorcedar spill should be used to light thecigarthisisdone slowly.Placeanashtrayon therighthandsideofthe guest.Correctprocedureof service Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.11 OUTLET: The Bar TASK:-Cigar ServiceOBJECTIVE:-To be able to serve cigars within the hotel set standards (cont) STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS 5. Things to keep in mindCigarsshouldneverbe pierced,asitdamagesthe structureofthecigarand ends up by producing a hot smoke.Whenthecigaris beinglitneverusepetrol lightersastheygiveoff fumes.Correctprocedureof service Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.12 OUTLET: The Bar TASK:-PresentBill OBJECTIVE:-How to present bill? STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Closing the check.Cashiertocloseallfood andbeverageitemsonthe correct table. Allitemsservedareposted onMicrostothecorrect table number. Printing the check.Waitertodoublecheckall itemsservedhavebeen correctly printed to the right tableandwiththecorrect prices.Guestisbilledaccordingto their consumption. Presenting the bill.Oncetheleadguest indicatesthatheisreadyto settletheaccount,thebill shouldbepresented immediatelywithoutdelay as this shows that the guests arereadytoleave. Placethebillfacingupinto acleanbillfolderonthe right-handsidewithTHE RESIDENCEpeninthe centerandguest questionnaireontheleft.Taketheclosedbilltothe correctguesttable,placing the bill folder to the right of theleadguestorgiveit directlytotherequesting person.Say Your bill Madam/Sir. Correct procedure. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.13 OUTLET: The Bar TASK:-Present Bill OBJECTIVE:-How to present bill? (cont) STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Returning the check.Oncetheguesthasdecided upontheirmethodof payment take the closed bill foldertothecashierand returnthechangeorcredit cardforsigning. Waitershouldassurethat billisproperlysignedwith readableguestnameand correct room number. Correctproceduretoensure thatguestsarebilled correctly and promptly. NOTE: I t is important to check all items on the bill before presenting, to assure correct consumption as guest can feel annoyed by extra items found in his bill which he has not consumed. All billing problems should be immediately reported to the Shift leader, Supervisor or the Outlet Manager. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.14 OUTLET: The Bar TASK:-Farewell OBJECTIVE:-First and last impressions are very important and can leave unforgettable impressions of service experience in each and every outlet. Therefore all efforts put into a friendly welcome and correct efficient service during the meal can easily dissipate by a cold departure STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Whentheguestisaboutto leave. Assisttheguestbypulling outtheirchairandclearing any objects in their way.Courtesy. WhattosaytotheGuest when he/she is leaving. Thank-you,Mr/Mrs.. ifknownotherwise sir/madam. Enjoyyourday/ evening/Good night Personalizedthank-you and the guest leaves with a positivememoryofthe staff and the outlet. Check the tableScanbeneathandthesurface ofthetableforanypersonal belongingsthattheguest might have forgotten. Security and guest care. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.15 OUTLET: The Bar TASK:-Wine Reservation OBJECTIVE:-To reserve an opened bottle of wine effectively STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Guestsrequesttoreserve his wine Waitershouldwritethe guestroomnumberonthe bottleslabelandsealit with a cork. Control purpose Following stepWaitershouldbringthe winetotheDispenseBar and hand it to the bartender. Thewineisthenenteredin thewinereservebookwiththefollowingdetails: Dateofreservation The wine brand with details Thequantity,TheguestroomnumberThewaitersname reservingthewine Signaturesofbothwaiter and bartenderToassureproperfollow-up and control Service of reserved winesWaitershouldclaimthe winewiththeguestroom number.Bartenderwillservethe winebyenteringthe waiter'snameandthedate taken. Correct procedure Bothbartenderandwaiter shouldsignthereservation book to confirm operation. Control purpose Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.16 OUTLET: The Bar TASK:-Corked Wine OBJECTIVE:-To enable staff to deal with corked wines effectively. STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Wine is corkedNeverarguewithaguest whenheconfirmsthathis wine is corked. Approve his commentsandproceedto bring another bottle for him. Correct Procedure Returning corked wineAreturnorderismadeby theHeadwaiter,Supervisor ortheOutletManagerto replacethewinewiththe relevantdetails.Thecorked wineisthenreturnedtothe Dispensebartendertogether withthereturnordertoget anotherbottleofthesame wine. Control Procedure Transferring from stock Allcorkedwinesshouldbe transferredfrombarstock tospoilagewhichisdone through the transfer book by the bartender. To update stock Approval of corked wineBartendershouldgivedaily feedbackofcorkedwineto theBarManagerandthe ExecutiveF&BManager for approval. Control purpose Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.17 OUTLET: The Bar TASK:-Corked Wine OBJECTIVE:-To enable staff to deal with corked wines effectively (cont) STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Cost Controller verificationCorkedwinesshouldbe keptattheDispenseBar withproperdocumentation soastoclaimtherefund fromthesupplierwhere possible.OtherwiseitischeckedbythehotelCost Controllerwhereafterhis approvalthecorkedwineis damped in his presence. Correct procedure Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.18 OUTLET: The Bar TASK:-Loss & Found Items OBJECTIVE:-To ensure that the items are returned back to the owner. STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Loss & Found Items Informpersoninchargefor any loss & found items.To take appropriate action. The item will be sent to The Concierge. Conciergewilldothe needfultoreturnbackthe item to the guest. Recordtheitemfoundin the loss & found item book.For control purpose. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.19 OUTLET: The Bar TASK:-Reporting Broken Beverages OBJECTIVE:-To follow the right procedure for broken items. STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Reportingbroken beverages (e.gwines,liquors etc) Allbrokenbeveragecases shouldbeimmediately reportedtotheoutlet manager. For follow-up Reporting stepsExplainindetailsthe circumstancesthatcaused the problem Foroutletmanagerto decidewhethercausewas accident or negligence DocumentationBrokenitemshouldbethen transferredfromoutlet stocktoSpoilageorLoss withtheapprovalofthe ExecutiveF&BManager andtheoutletmanagerwhichisthenhandedtothe cost controller. Tobalanceoutletstockand avoid shortage The broken bottles necks or caps with the seal should be kept at the outlet. Asaproofforthecost controller to check. Note: Repeated negligence cases may result in disciplinary actions. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.20 OUTLET: The Bar TASK:-Handing Over OBJECTIVE:-To be able to perform a good handing over. STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Entries Astockbookisusedfor that purpose.Proper documentation Counting All items should be counted and checked in the presence of your colleague.Correct procedure. Confirming stocks Afterhavingdonethe processofhandingover, bothbartendersshould confirmthestockby signing the stock book.Toacknowledgereceived correct stock. Note:- After confirmation of Handing-over the stock is then in the sole responsibility of the bartender and he will be answerable for any missing items or shortages. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.21 OUTLET: The Bar TASK:- All Inclusive Package OBJECTIVE:- To be knowledgeable of the guest entitlement on All InclusivePackage STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS Breakfast,Lunchand Dinner Guestsareentitledfor:Free Breakfast Lunch : with AI sign Dinner:Setmenu,buffets oranyothermenuwithRs 1,600 of credit IncludestheAllInclusive Package. Note:Guestcannot combine meal plans. Kidsunder3yrsis complimentary. Spirits,Wines,Beersand Cocktils Guestsareentitledfor:AllbeverageswithAI signontheBarandWine list StartingTimeofAI Package AIPackagestartsat 14H00 on the day of arrival andendsat12H00onthe day of departure. During the stayitstartsat11H00am till 23H00 pm. Guestswillhavetopayfor beveragesconsumedbefore orafterthementionedtime table.WhoareentitledtheAI Package? Guestscannotusetheir AIPackagetoofferother guests. AIissolelyentitledto guestswhoboughtthis package.Guestofferingto other guest will have to pay at the public rate. BillingsAllguestsonAIPackage shouldsigntheirbillto acknowledgetheir consumption. Control Purpose Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager CHAPTER NO 9.22 OUTLET: The Bar TASK:- Welcome Drink OBJECTIVE:-Towelcometheguestswarmlyandprovidethemtheirfirstservicewith great care and professionalism. STANDARD AND PROCEDURE STEPSKEY POI NTSREASONS The Welcome DrinkThisisthefirstdrinkinthe guest consumes at the hotel. TheResidenceMauritius welcomedrinkisaLemon Flavored Icetea. TheResidenceStandard Chosen for its freshness.

When to serve the welcome drink? Once the guest arrives at the Hotel. The receptionist calls torequestfortheservice informing the quantity. Thereceptionteamarethe first to welcome the guest. Where to serve the welcome drink? Waitershouldcarrythe welcomedrinkinaserving traywithcleantraymatt andbringtotheHotel Lobby to serve the guest. TheHotelLobbyisthe placewheretheguestis seated once check in. Howtogreettheguestand serve the welcome drink? Oncetheguestisinfront, thewaitershouldgivean eye contact with a smile and processasfollowing:GoodMorning/Good AfternoonMadam/SirWelcometoTheResidence Please enjoy an Icetea. TheResidenceMauritius Standard FarewellAftertheservicewhile leaving Thank the guest and wishthemtohaveavery pleasant stay with us. Guestfeelshonoredand feelsmostwelcomedatour property. Prepared By: Raj Sultoo Approved By: Rajesh Kisto Date: Sep 2014 Bar ManagerF&B Manager