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									Oriental Hospitality Consultants – OrientalHospitality.com

POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

AGENDA
FB 01 Restaurant – The 50 Service Basics FB 02 Breakage & Loss Control FB 03 Children’s Privileges FB 04 F&B Meeting And Briefings FB 05 Finishing Off Banquet Event FB 06 Food Safety Management System FB 07 Garbage Sorting FB 08 Guest Relations FB 09 Cashier Cash Amount FB 11 Guests Find Undesirable Objects In Food FB 12 Guest’s Special Food Request FB 13 Handling Intoxicated Guests FB 14 Handling Service Accidents FB 15 Handling Special Requests FB 16 Hygiene Control FB 17 Log Book FB 18 Pets FB 19 Quality Control FB 20 Spoiled Wine FB 21 Staff Beverage Spoilage FB 22 Staff Complaints FB 23 Staff Personal Call FB 24 Teamwork FB 25 Wet Weather FB 26 Wine By The Glass FB 27 Bar Music FB 28 Bar Music Set-up FB 29 Notice Boards FB 30 Notice Boards FB 31 Guest Names FB 32 Cold & Hot Towels FB 33 Hot Milk Options FB 34 Survival Kit FB 35 Torches & Candles FB 36 Thin Red Line - Don’t Interrupt FB 37 Thin Red Line - Anticipate Guests Mood FB 38 Thin Red Line - Conversations FB 39 Welcoming And Greeting A Guest FB 40 Reading Glasses FB 41 Pasta Bib FB 42 Children’s Glasses FB 43 Guest History FB 44 Cruet Set Warmer FB 45 Lady’s Handbag Side Table FB 46 Set-up Of Service Station FB 47 Pantry Set-up

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
FB 48 Service Sequence Breakfast FB 49 Service Sequence Lunch FB 50 Opening Morning Shift Check List FB 51 Check Host Attendance FB 52 Check Host Attendance – Grooming FB 53 Check Outlet Presentation FB 54 Check Mice en Place FB 55 Check Table Set-up FB 56 Check Buffet Set-up FB 57 Menu Boards Beverage Lists FB 58 Check Service Stations FB 59 Check Reports FB 60 Conduct Morning Brief FB 61 Check Cashier FB 62 Check In Villa Dining, Kitchen & Gardeners FB 63 Report Verbally FB 64 Report In Writing FB 65 Maintenance Issues FB 66 Notice Boards FB 67 Orientation & Induction Check List FB 68 Pool Service

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B – Restaurant Subject: F&B Basics Ref: FB 01 Date: 01 Mar 2004 Page: 1/2 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: Service Division Objective To remember basic F&B service rules Policy

THE 50 BASICS = WHAT GUESTS GET UPSET OVER MORE THAN ANYTHING ELSE When ashtrays have more than 2 butts in them. When salads are at room temperature. When water glasses are not automatically refilled. When hotel food and beverage is served on cold plates or in old cups. When hot food is not hot and when cold food is not cold. When the R/S phone rings more than 5 times before being answered. When a guest gets put on hold for more than 30 seconds. When dishes or glasses are chipped. When silver on tables is spotted or tarnished. When glasses are streaked. ( Hold them up to the light and you will see). When menus or placemats are ripped, stained or smudged. When bread or rolls are stale around the edges. When there are not enough menus for the customers. When condiment bottles are not full and are coated at the neck. When guests wait for 3 minutes without having a drink order taken. When food sits in the window waiting to be picked up. (FOOD = CHEF) When we run out of china, silver or glass. When silver is set crooked on tables. When the tabletop is not picture perfect. When sugar bowls are dirty inside. ( take the sugar cubes out and look inside ) When salt and peppers shakers are greasy to touch or half empty. when we run out of any item in any bar or restaurant at any time. When service personnel have the “I’m doing you a favor” attitude. When banquetsor coffee breaks start late. When soft drinks come out of the system “flat” When debris, bits of paper and food is not IMMEDIATELY picked up from the carpets or floors in restaurants and bars. When R/S trays and tables stay on guest floors more than 3 hours. When restaurants and bars open late or close early. ( Regular hours are printed and posted all through the hotel and guest rooms ). When a guest pays top dollar for quality food and beverage and does not get it. When a guest orders the DESCRIPTION on the menu and gets something else. -3-

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
When a guest pays top dollar for sleeping rooms and can’t get a quick, hot, courteous breakfast the following morning. When a guest travels all evening to get to the hotel and then can’t get a quick 1st class sandwich or a couple eggs (HOT AND FRESH). When guests don’t get seated ; see empty tables and don’t get P.R. or “Strokes” while they stand in line. When chairs and booths are dirty, stained or have crumbs on them When guests who come for breakfast don’t get coffee immediately on being seated. When R/S says 20 minutes and it takes 30 minutes to get the order. When coffee is not steaming. (CHECK BANQUETS ) When fruit garnish in bars or R/S is dried out. When buffet tables or salad bars are not replenished quickly. When orders arrive and they are incomplete, or service people ask “who gets what ?” When coffee cups are stained. (Check inside of cups.) When bud vase water is murky of flowers wilted. When table or meeting room linens have small boles, rips or burns. When tables and chairs are wobbly. When greasy, dirty tags are used to wipe down tables. When guests do not get recognized by a smile, a hello or eye to eye contact when they hit the door of any restaurant. When guests do not think you have tried your very best to please them even if everything was not perfect. When guests are on a tight morning schedule and can’t get in and out of the C/S in 25 minutes. When a guest gets their food check and it is sloppy, wet or stained. When guests are drinking and have nothing to nibble on.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B – Restaurant Subject: Breakage & Loss Control Ref: FB 02 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: Director F&B Distribution: HR, Chef, Restaurant Stewarding

Reviewed by: Resident Manager Issued:

Approved by: General Manager

Objective It is the policy of hotel to put into record and monitor each outlets breakage and loss, so that adequate action can be taken for cost control

Guidelines 1. It is the responsibility of each personnel in outlet to report any breakage and loss. 2. Breakage by any personnel should be recorded in a breakage record logbook together with the value of breakage 3. The broken and loss control chart should be established in the bulletin board to reflect the level of breakage and loss. 4. Staffs who persistently continue to break equipment should be duly reprimanded and corrective action to be taken.

Personnel Responsible All Outlets Managers Chief Steward All Service Associates

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

Department: F&B - Restaurant Subject: Children’s Privileges

Ref: FB 03 Date: 01 Mar 2004

Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: Restaurant Manager Chef

Objective To ensure the children can take their privileges completely Policy Applies for the children in-housel only 1. All buffet and a la carte items are available for children. 2. Special Kids’ menu is designed for children 3. If order is placed from the a la carte menu, only for certain dishes, half portion will be served and charged at 1/2 price. 4. Children between 3 to 12 years, enjoy 50% discount on prices. 5. Infant aged 3 and below if free of charge PERSONS RESPONSIBLE Food and Beverage Director Exec Chef All Outlet Managers All Service Associates

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: F&B Meeting & Briefings Ref: FB 04 Date: 01 Mar 2004 Page: 1/2 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers

Objective - To pass on update operational information, - To follow-upon pending issues, - To elaborate on guest comments, - To keep up service standards through regular training sessions and reminders - To brainstorm on new projects - To keep-up the spirit and team building exercise DIVISIONAL MEETING 1. The Food and Beverage Meeting is held at 10:00 am Day off another settle 2. The Food and Beverage Director or the person in charge will conduct this meeting. 3. The Executive Chef, all outlet managers, If then day off their assistants in their absence, will attend this meeting PURCHASING COORDINATION MEETING 1. The Food and Beverage Purchasing Co-ordination Meeting is scheduled on weekly basis on Fridays 2:15 pm in a private room available. 2. F & B Director, Purchasing Manager, Cost Manager, Executive Chef, and Outlet Manager will attend this meeting. OUTLET MEETING 1. The outlet meeting is held monthly in the outlet according to a schedule issued monthly. Every outlet employee should attend this from the service side and the outlet Chef. It is the responsibility of the outlet managers to inform all attendees at least 1 week prior to his outlet meeting and submit his meeting agenda.

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

OUTLET DAILY BRIEFING 1. There should be both a pre-meal and post meal briefing in every outlet on a daily basis.

EVENT COORDINATION MEETING 1. Open this meeting with an eye to for the large party preceding that will soon hold the importance to moderate, and unify the service process and request.

PERSONS RESPONSIBLE Food & Beverage Director Exec. Chef All Outlet Managers

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Finishing off banquet event Ref: FB 05 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: Banquet Manager Objective Finishing off a banquet event Policy 1. Handle bill

The banquet event is finished off only after confirmed by the organizer, the banquet manager should proceed as follows: a. No. of actual guests b. No. of actual tables c. Beverage as consumed d. Other items ( rented electronic equipment.....) According to event order to confirm all charge items and payment by guest with cashier. 2. Closing the event a. Service staff double check service area when guest leave, make sure nothing is left or damaged. b. Service leader to give assistance to guests if necessary c. Clear up PERSONS RESPONSIBLE Banquet Manager Beverage Manager All banquet service staff END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Food Safety Management System Ref: FB 06 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers Chef Objective

It is the policy of hotel that hotel should maintain the highest level of standards in food hygiene and sanitation. Guidelines The employee in the hotel will make every effort to embrace the program, and play an active role in its successful implementation Personnel Responsible Exec Chef All Outlets Managers

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Garbage sorting Ref: HRM 07 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Date issued:

Approved by: General Manager

Distribution: All Outlet Managers

Purpose

The resort and environment needs our support to keep in green and clean! All garbage must be separated in all departments including engineering, the following steps must be undertaken to ensure we get green clean and mean! 1. 2. 3. 4. 5. 6. 7. 8. plastic bottles wine and non returnable bottles aluminium tins tins paper – news papers, magazines etc cardboard wet food for the pig man ( we must source a farmer) dry kitchen garbage we can reuse for compost

Back of house should have a collection point and all garbage to me moved in times when not visible to the guests. All the above includes staff accommodation and a team set up from our hosts to manage and monitor this procedure Signs and correct bins should be purchased; the Chef will be the overall champion in this field with his team for implementation.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Guest Relations Ref: FB 08 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers Objective

All guests must be served friendly and courteously at all times. No personal questions are asked. Policy 1. Call the guest by his/her name with proper title. 2. Record and remember any habit of the guest, serve him/her next time without asking. 3. Prepare anything that will be needed before the guest come .i.e. give-away for the lady, birthday cake for the birthday party, open the old red wine one hour before the guest comes, …etc 4. Friendly service at all times/smile, eye contact. 5. No arguing. 6. Service beyond and above expectation 7. Polite, respectful. 8. Use guest name. 9. Attentive and anticipate guest needs and wishes. 10. Only say "No" if you are absolutely sure that you can't fulfill such request and you must refer and check with your superior.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Cashier Prepared by: Ref: FB 09 Date: 01 Mar 2004 Approved by: Resident Manager Distribution: All Outlet Managers GRO, Cashier Procedure 1. The GRO’s & Cashier’s will operate in three shifts and the timings of the shift are as follows: 07.00 am – 16.00 noon 15.00 noon - 24.00 pm 23.00 pm - 08.00 am 2. The front office cashier’s float will be 50,000/- baht in total. 3. A small amount of float can be kept in the front desk and the remaining float should be kept under lock in the safety deposit locker. 4. At the close of each shift the front office supervisor will print the collection report from Fidelio and tally the physical cash. 5. The collection should be sealed in an envelope and the denomination of currency and Traveler’s cheque should be mentioned on the envelope. The supervisor should also sign on the envelope and drop it in the drop box. 6. A log book should be kept on the drop box. The supervisor should sign the log book with date and time along with a witness while dropping the envelope in to the drop box. 7. Excess / shortage to be reported on a daily basis in the front office as well as in night auditor’s log book. Receipt should be made for any excess cash found and the shortage should be reimbursed by the cashier. 8. The GRO finishing the shift should log down the denomination of the float before handing it over to the next GRO. The GRO taking over the shift should count and sign the log book for agreement. This float also includes the float in safe deposit locker. 9. The float is subject to surprise check by the Finance department at any time and excess / shortage will be reported to the General Manager. Page: 1/3 Date revised: Approved by: General Manager

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
10. F&B outlet cashiers will operate on three shifts. The shift timings are as follows: 06.00 am - 15.00 noon 16.00 noon - 01.00 am 9.00 am - 18.00 pm 11. F&B cashier will operate with a float of baht 2,500/- in each outlet. 12. F&B cashier at the close of each shift will tally the physical cash with the collection report and seal it in an envelope. The denomination should be mentioned on the envelope and signed by the cashier. 13. The restaurant cashier should sign the log book kept on the drop box with date and time along with a witness and drop the envelope in to the drop box. 14. The cashier when finishing the shift should log down the denomination of the float when handing it over to the next cashier. The cashier taking over should sign the log for agreement. 15. The floats are subject to surprise check by the Finance department any time. Excess / shortage will be reported to the General Manger. 16. The GRO’s / Cashiers should have one hour overlapping time in their shift for proper handover of float, guest folio’s & charge slips all guest related messages and documents. 17. The general cashier will open the drop box at 8.00 am in the morning every day and tally the collection with the collection report. 18. The general cashier will then reimburse the front office cashier for shortage in float for foreign exchange and paid outs. 19. Credit card charge slips should be attached with the respective guest departure folios or restaurant checks. 20. All paid outs and rebate vouchers should be authorized by the Front Office Manager and in his absence by the Assistant Front Office Manager. 21. Outlets which do not have POS facility should obtain the signature of the GRO’s for handing over the checks for posting in to guest folio.

22. Authorization code should be obtained for all credit card settlement before guest departure. In case of difficulty or denial the Credit Manager / Income accountant should be informed for assistance. 23. The foreign currency rate to be changed in Fidelio on a daily basis.

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
24. All cash advances should be taken from general cashier and IOU from front office float can be issued only with the approval of General Manager / Resident Manager. 25. Cash advance against credit card on guest request can be given only with the approval of General Manager and in his absence with Resident Manager / Front Office Manager. 5% charge to be added to the cash advance for commission. 26. For foreign exchange conversion 1 bath to be adjusted on the bank rate to cover the fluctuation gain or loss.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Guest’s Critiques ( In-House Guest – Outside Guest ) Prepared by: Ref: FB 10 Date: 01 Mar 2004 Page: 1/1 Date revised:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers

Objective It is the policy of hotel that Food and Beverage Manger reviews and makes appropriate action to improve the results of scores for food quality and service from the guest critiques filled by in-house or outside guests.

Procedure 1) From each cent department guest for collections coming the everyday opinion should concentrate the F & B office, Be divided by The F & B Director that very day or the second reviewing, department of measure for The Manager adopting the cowgirl. The opinion of the monthly guest gathers the analysis, each cent the department the approval for The Manager with Chef growing must reading and improving service quantity, then increasing the guest.

2)

Personnel Responsible F&B Director Executive Chef Outlet Managers

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Guest’s Find Undesirable Object In Their Food Prepared by: Ref: FB 11 Date: 01 Mar 2004 Page: 1/1 Date revised:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers Chef

Policy Only for the clients in hotel.

Procedure 1) If guest finds undesirable objects in his/her food, i.e. worm, glass, screw, etc. 2) Apologize to the guest and endure he/she was not hurt. Insist to change food item. 3) If guest does not want the same dish any more, offer something else on the menu. 4) Serve the food and thank guest for bringing the matter to your attention. Ensure that the Exec./ Sous Chef is informed of what has happened. Note that the food with the objects is not to being charged to guest. 5) An entertainment check to be raised for F&B Manager’s signatory. Report in outlet logbook.

Personnel Responsible Outlet Managers Room Service Order Taker / Captain All Chefs All Service Associates

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Guest’s Special Food Request Ref: FB 12 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers Chef OBJECTIVE

Try best to satisfy the clients the special request of food. GUIDELINES a) Request for items not on the menu  Check with Kitchen if they can accommodate. If can be done, ensure of timing and guest is to be advised on the time required to prepare such dish. In the event that the kitchen cannot accommodate, suggest what would be the similar dish on the menu. b) Request for food from other outlets  If more the one guest request for food from another outlet, suggest to change location. If only one dish, guest should be accommodated. Ensure that guest is served with his/her dish. c) Request not to have the full buffet All our buffet are separately priced; for salad, main and dessert. Advise the cashier of billing instruction. Follow up that the bill is properly charged. (Must have the Manager approval) d) Request for new dish combination  For example: Mixed salad with prawn cocktail dressing, Fish with pepper sauce, Banana split with pistachio ice cream, etc. Advise kitchen and ensure that request is accommodated.  If the request could not be met, apologize to guests. e) Request for taking away food  Food ordered from the a la carte menu can be taken away.  Food from the buffet cannot be taken away. PERSONS RESPONSIBLE Exec. Chef Outlet Managers All Service Associate END - 18 -

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B – Restaurant Subject: Handling intoxicated guests Ref: FB 13 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers Bar Manager Policy Only for the clients in hotel. Procedure

1. Do not serve any more alcoholic beverages to guest. 2. Call the Manager on duty and report the situation I .e. 3. Approach guest and inform him/her that we would not serve any more alcohol to him and offer coffee or cold water. 4. If guest become noisy rude or gets physical, call SECURITY, call DUTY MANAGER for assistance. 5. Once situation is under control, apologize to other guest. 6. Report in the logbook Personnel responsible: All Outlet Managers All Service Associates

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B – Restaurant Ref: FB 14 Page: 1/1

Subject:

Handling Service Accidents

Date: 01 Mar 2004

Date revised:

Prepared by: Director F&B Distribution: All Outlet Managers

Approved by: Resident Manager Issued:

Approved by: General Manager

Objective Handling service accidents

Policy During service, any accident can happen 3) Solve it immediately, i.e. the guest falls on the ground, help him to stand up. 4) Dirty guest dress, wet floor, fire, cuts. 5) Any accident happening during operation must be solved immediately if possible. If it's above your ability, don't hesitate to report to your supervisor to ensure causing no complaint or bad comment from the guest. 6) The staff concerned should report to the manager in writing, and an accident report should then be filled and file to all other department concern.

Personnel Responsible Outlet Manager All Service Associate Concerned

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Handling Special Requests Ref: FB 15 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers Chef

Objective All efforts are made to meet our guests' special needs and wishes. Policy 6) Listen to all special requests attentively and project a positive attitude. 7) If you can, give the guest what he requests 8) If you don't know if you can give it, ask him/her to wait and, immediately, find out. 9) Always try your best to help the guest. 10) For special food or beverage items that are not on the menu, ask you manager how much to charge. 11) If you cannot respond to the guest's request, excuse yourself and report to manager or his assistant immediately for a solution, if possible, offer a substitute.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Quality Control Hygiene & Cleanliness Ref: FB 16 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers Objective

Always make sure that your working place is clean and tide Always pay attention to details. Procedure Show attention to details take action: 2. When ashtrays have more than 2 butt in them 3. When dishes or glasses are chipped 4. When silverware on tables is spotted or tarnished. (P.3) 5. When glasses are streaked. (Hold them up to the light and you can check the cleanliness ) 6. When menus or place mats are ripped, strained 7. When sugar bowls are dirty inside 8. When debris, bits of paper and food are not immediately picked up from the carpets or floors in restaurants 9. When chairs and booths are dirty, stained or have crumbs on them. 10. When coffee cups are stained. 11. When vase water is murky or flowers wilted. 12. When table or meeting room linen have small holes, rips or burns. 13. When tables and chairs are wobbly. 14. When greasy, dirty rags are used to wipe down the tables. 15. When a guest gets his/her check and it is sloppy, wet, or stained.

PERSONS RESPONSIBLE Restaurant Manager All service staff

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Log Book Ref: FB 17 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers

Objective It is the policy of the hotel to ensure smooth communication between F&B outlets, Banquet and F&B office

Policy

12) The outlet manager should complete the attached F&B logbook at the close of operation. Once completed, it Is to be sent to room service order taker room. Room service staff will then send them to F&B office before 8:00 am of each day. Personnel Responsible Outlet Managers Room Service Order Taker / Captain

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Pets Ref: FB 18 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers OBJECTIVE

To let guest know the restaurant regulation POLICY As a general rule: no pets whatsoever are allowed at any of the outlets.

PROCEDURE 1. Inform guests in a polite and friendly manner of this regulations. 2. Apologize for the inconvenience 3. Offer alternative ( to keep dogs with security ect.)

PERSONS RESPONSIBLE All Outlet Managers All Service Associates

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Quality Control Ref: FB 19 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers

Objective 1) Always follow the service rules 2) Always pay attention to details. 3) The restaurant manager oversees each phase of service provided to the customer Procedure Guest will be unsatisfied when: 7) When salads are served at room temperature. 8) When hot food and beverage are served on cold plates or in cold cups. 9) When hot food is not hot and when cold food is in room temperature . 10) When bread rolls are stale around the edges 11) When food sits in the window waiting to be picked up 12) When a guest pays top dollar for quality food and beverage and does not get it 13) When a guest orders the description on the menu and gets something else. 14) When a guest pays top dollar for sleeping rooms and can't get a quick, hot, courteous breakfast the following morning 15) When guests who come for breakfast don't get fresh brewed coffee if they have to wait in line for more than 2 minutes, or they don't get coffee immediately on being seated. 16) When the coffee is not steaming. 17) When fruit garnish in bars is dried out. END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

Department: F&B - Restaurant Subject: Spoiled Wine

Ref: FB 20 Date: 01 Mar 2004

Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers Bar Manager POLICY

To follow-up on guests requests and concerns

PROCEDURE 1. When the wine served has cork taste/is off/turned vinegar 2. Apologize to the guest and remove glass/bottle of wine. 3. Find out the exact problem, Bartender to taste spoiled wine, to ensure wine is really spoiled. 4. Inform guest of action, that a new bottle of the same wine will be picked up immediately. 5. Present new bottle to guest/Pour new glass of wine from new bottle. 6. Open bottle for tasting and check on satisfaction 7. Report in outlet logbook 8. Ensure barman fills up a spoilage report and keep bottle for checking Note In certain occasions, the wine may not be spoiled but may have a very strong taste, which the guest does not like and gives him the impression the wine is off. At this point, we would have to inform the guest that the wine is not spoiled but has this particular characteristic. In this case, we would suggest to the guest a wine that would suit his palate.

PERSONS RESPONSIBLE All Outlet Managers

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Beverage Spoilage Ref: FB 21 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers Bar Manager

OBJECTIVE It is the policy of hotel the spoilage, breakage are properly credit to the beverage cost. GUIDELINES An inventory movement form should be duly completed indicating The bar requisition The item Quantities Date of occurrence Nature of spoilage / breakage

The bar person should complete the form and pass to the outlet manager or Assistant for approval Report to DFB approval, it then passes to cost controller.

PERSONS RESPONSIBLE Outlet Managers Cost Controller All Service Associate

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

Department: F&B - Restaurant Subject: Staff Complaints

Ref: FB 22 Date: 01 Mar 2004

Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers Human Resources

OBJECTIVE As a division policy, the Food and Beverage Division encourages an “Open-Door” policy on handling staff complaints. To establish a guideline for staff to voice their complaints so as to avoid any forms of miscommunication POLICY 1. A staff complaint is defined as any form of grievances, dissatisfaction, personal problems, etc. 2. Unless the staff complaints cannot be solved at an outlet level, the outlet manager should bring it to the attention of the Food and beverage Director. 3. The Human Resources Department will be duly informed by the Food and Beverage Office if necessary and their assistance will be sought for any staff complaints, which cannot be solved at a departmental level.

PERSONS RESPONSIBLE Exec. Chef Outlet Managers All Service Associate

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Staff Personal Call Ref: FB 23 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers Human Resources

Objective It is the policy of the hotel to limit the number of personal calls in outlet so not to interrupt the guest service.

Guidelines 18) Staff personal calls are strictly prohibited in the outlet during operational hours. 19) The staff that receives a personal call will politely inform the caller that no staff calls are permitted during operational hours 20) In case of emergency the staff who takes the call will note caller name and contact number and subsequently inform the staff concerned through the outlet manager. 21) The staff should then ask to be excused from the operation and return the call using the telephone at back of house. 22) Personnel Responsible Outlet Manager All Service Associate Concerned Telephone Department To Be Informed

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Team Work Ref: FB 24 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers Human Resources OBJECTIVE

All staff is willing to help and assist all other staff in the hotel at all times.

POLICY PROCEDURE 1. Know your own responsibilities, understand your job description and understand the standards your supervisors expect from you. 2. Always make an effort not only to do your own job well, but also be open and prepared to help and assist others 3. Never say, "This is not my job or this is not my section!" 4. Don't wait until you are asked to help, be attentive and assist when you see somebody needs help. 5. Don't argue with your fellow employees; always look for a friendly solution to problems.

PERSONS RESPONSIBLE All team members

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Wet weather policy Ref: HRM 25 Date: 01 Mar 2004 Page: 1/2 Date revised:

Prepared by: F&B Director Distribution: All Outlet Managers Front Office

Approved by: Resident Manager Date issued:

Approved by: General Manager

Purpose
In the event of inclement weather, the following Action points need to be performed within the following Food and Beverage Departments. Implementation of the policy would be directed from Senior Food and Beverage Personnel. “guests cloths to be offered to be dried in housekeeping” ROOM SERVICE 1.0 1.1 A larger proportion of ordering would be forecasted for this department upon the event of Bad weather, resulting action would be re-allocation of staff to this area, Training in the off season of personnel from Bar to be considered. Arrival drinks to be changed to Hot beverages and complemented by the service of dry towel[GRO]. Raincoats and umbrellas to be stored immediately on to the room Service Buggies so they could be offered to guests caught in the bad weather.[Both buggies are to be available] Tray Covers to be used[sourced] to protect food and crockery.

1.2 1.3

1.4

POOL AREA 2.0 2.1 2.2 2.3 2.4 2.5 Responsible person to redirect the affected guests to the restaurant area. All Umbrellas to be pulled down and removed. Basket to be made available to place the wet towels and located within the vicinity of the pool area. All pending food orders to be served in the restaurant and survival kits to be offered upon their re location to this area. Gro’s to be contacted to enquire of possibility of ferrying the guest back to their villas.

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

BAR AREA 3.0 3.1 3.2 3.3 3.4 Survival Kits to be prepared and checked on a daily basis along with an adequate supply of umbrellas. All Blinds to be pulled down as soon as the possibility of bad weather is observed. All cushioning from vulnerable areas to be protected and large style covering to be designed. “”Could one GRo Staff member be re located to this area as a controller for the movement of guests and as a point of contact.

RESTAURANT 4.0 4.1 4.2 4.3 4.4 All Blinds to be down in the main area of the Restaurant and the side section of the restaurant closest to the Garden to be closed down. Small selection of Hand towels to be prepared on a daily basis, for the immediate drying of hands and face. Umbrella stand to be brought to the front area of the restaurant, so deposit of the wet items can be immediate. Buggies to be made available to bring guests back to there room!

Staff to change there wet uniforms as soon as possible Guests are offered the remainder of there meal to be served in there room if guest preferred.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Wine by the glass Ref: FB 26 Date: 01 Mar 2004 Page: 1/3 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Managers Bar Manager

Objective Each lunch table has a copy of the wine by the glass available on that day nice placed on the wooden board. The menus are in good condition and on each table. Policy  Daily before lunch minimum 4 white wines and 4 red wines are printed on a5 size paper for guests to pre-view and order at lunch time with each table a printed a5 menu. The page is inserted on the beverage list at the front of the bar list as well as each table has a copy on the menu stand. You may obtain the copies from the Service Manager or Secretary. Please check the dates printed as well as the condition of the pages  The list is printed and inserted daily not later than 12h00          The wine by the glass remains on the table till the last guest leaves for lunch Alternatively, one white wine may be replaced by a Champagne All wines are checked before serving On buffet days, the wine by the glass is actively sold to increase beverage revenue. The service host will refer to the wine by the glass when taking the beverage order. A small tasting sample (20ml) is given to the guest to approve the wine before pouring the wine according to 160ml. Champagne is served in a “Champagne Flute”, red wine is served in “Red Wine Glass” and white wine is served in “White Wine Glass” White wine and champagne glasses are served chilled “Socks” are put on the base of all wine glasses - 33 -

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
  Glasses are being set-up on the table prior to arrival of the wine.

Wine is of excellent temperature, meaning: o Champagne at: o Red Wine at: o White wine at:  Rose wine at:  After the guest has selected their wine, please ensure the following procedure. 1. When the bottle is open already. (if not open, refer to SOP opening a bottle of wine) (assuming guest name is Mr. Jones) (Remember the Thin Red Line before approaching any guests) a. From the right side of the guest present the bottle with napkin with label conveniently facing in the direction of the guest’s eyes, not too far and not too close. b. Hold the bottle with your left hand, while pointing gently with the right hand the location of the following information (while verbally explaining) i. Mr. Jones, this is the “……name of wine…..” (point to the name of wine) ii. It is made from “…..grape varieties..…” (point to the grape varieties printed on label if available) iii. The wine comes from “……name of country…..” (point to country printed on label if available) iv. The vintage is “……vintage……” (point to vintage printed on label) v. And the alcohol percentage is “………alcohol percentage….” (turn the bottle and point to alcohol percentage) vi. Would this be fine Mr. Jones? 2. a. Obtain approval. Once approved, pour the other guests (that ordered the same wine) first starting with ladies first and then the gentlemen. (no need to follow order of age). The last guest should be the guest that ordered the wine. If the wine is not approved, ask the guest if he or she wishes to try a new bottle of the same wine or wants to change to another wine. In both cases, replace the glass before pouring the new wine. b. Also inform your restaurant manager to check on the disapproved wine and verify if the guest was correct. Again in both cases, the guest will not be charged for non-consumed wine. Corked wines can happen anytime, anywhere and guests will understand. Wines not up to the standard of reputation should be double checked. If the second wine is also rejected, the restaurant manager must be informed to meet the guests.

c. When pouring red wine, ensure a drop-stopper is placed in the bottle. d. When pouring any wine, always use a cocktail napkin to catch any drops from falling while pulling back the bottle when pouring has completed. - 34 -

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
e. Upon completion of pouring all wines, wish the guest by “Enjoy your wine(s) Mr. Jones or in case of a group ladies and gentlemen” (only if they are not in conversation. If they are in conversation, do not say anything) f. If guests only ordered a glass of wine and no food, serve a cocktail napkin for each guest. For service in the bar, refer to bar SOP’s for stand-alone drinks. g. Upon approval of the guest, you may pour the wine, starting with a tasting sample of 20ml of the guest that ordered the wine. Clear all service material quietly and leave the table. END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Bar Snacks Ref: HRM 27 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Managers Chef

Approved by: Resident Manager Date issued:

Approved by: General Manager

Purpose
Guests are amazed by the innovative bar hosts and their eye for detail. Each 30 minutes they receive a different snack in the evening.

Bar Snacks
 Daily from 18h00 onwards, a snack is provided to all guests visiting the bar  Check any dietary requirements first from the log book before serving the snacks. Offer alternative snacks in case there are dietary limitations for the guests  Check guest history in advance and see if there are any comments made on meals / diets before serving snacks to the guests  The snacks are changed every 30 minutes as per daily program  Last snack is served till the last guests leaves the bar  When the guests are not ordering any more drinks, they may still be served another snack for the next 30 minute time slot, after that no more till they have ordered their next drink  The snacks are explained to the guest in a confident and knowledgeable manner  Pro-active measures o o o o The schedule is obtained from chefs office well in advance All hosts are briefed on the procedure and the snacks A daily pre-check at 17h00 with the kitchen to ensure all snacks are according to schedule Crockery and cutlery are prepared in advance to prevent delays

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Bar Music Ref: HRM 28 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Bar Manager

Approved by: Resident Manager Date issued:

Approved by: General Manager

Purpose
Guests always listen to good and suitable music when they visit the bar any time during the day. A modern selection of music is complied and played in a relaxed atmosphere.

Bar music
 There are pre-set music arrangements available through the cashiers computer for all bars. The music arrangements (play lists) are checked every day upon workability.  There must be a minimum of: Morning/Afternoon play-lists and a separate dinner play lists. Play lists are compiled by the HOD only and cannot be changed. o Alternatively lists could contain “Jazz” or “Blues”. These are compiled for special evening and needs to be played according to the roster.

 All play lists Icons are placed on the desktop and can be activated by double clicking. The application will automatically be loaded. o Applications might include winamp or Itunes. Itunes would be preferable.

 Please note that equalizer settings or play-lists may not be changed by any hosts other than the HOD  Morning music must be played from opening till 12h00 Afternoon music must be played from 12h00 till 18h00 Evening music must be played from 18h00 till end (morning/afternoon music must be played from opening till 18h00)  While playing the play-lists, ensure the shuffle mode is on. (i-tunes all settings are already pre-set, this includes volume, equalizer and fade in-out) Alternatively, the day music may be combined with compiled tapes from Eva available at the bar.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Bar Music Tunes Music Set-up Ref: HRM 29 Date: 01 Mar 2004 Page: 1/2 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Bar Manager

Approved by: Resident Manager Date issued:

Approved by: General Manager

Purpose
. The music for each outlet is played according to FBS1-004. (see attached)

I –Tunes Music Set-up

 The music arrangements are standard as per FBS1-004 SOP dated May04.  To start-up I-Tunes: o o o o o o o o o On the computers desktop, click on the I-Tunes Icon. Should any wizards come-up, press next until the wizard ends and the ITunes browser opens. On the main screen, there is a folder on the left side with play lists. Click the list with the appropriate timings of this moment. Click any track that appears on the right side of the browser After this, go to “controls” on the tool bar and ensure “shuffle” is ON. Click again on “controls” and select “repeat all” Adjust the volume through the sound system and the volume slider on the computer Please do not change any settings such as equilaizer etc as these are already preset. Also all songs are set to play at the same volume and they will cross-fade in and out automatically. Please do not change any of these settings. If I-Tunes is not working, please inform your HOD immediately. Meantime play manual CD’s till the problem is resolved.

o

If a message appears to upgrade I-Tunes, click NO. A monthly update will be installed by

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT I-Tunes Music Set-up -continue
Play list Timings Daily Music Program Daily from 06h00-11h00 Daily from 11h00-17h00 Daily from 17h00-20h00 Daily from 20h00-23h00 Daily from 23h00-close Special Music Program On request by HOD only Jazz evening once a week On request by HOD only On reguest by HOD only Genre

06h00-11h00 Daily Morning Instrumental 11h00-17h00 Daily afternoon Music 17h00-20h00 Daily Cocktail Lounge Music 20h00-23h00 Daily Evening music 23h00-close Daily Dance music On request, Ibiza evening music On request, Jazz evening music On request, Thai Khim On request, Late night dance

Easy listening instrumental Afternoon chill Sunset Cocktail Music Evening music Dance music Ibiza Jazz Thai Khim Techno dance

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

Department: F&B - Restaurant Subject: Notice Boards ( and updating daily )

Ref: FB 30 Date: 01 Mar 2004

Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Outlet Manager Objective

All F&B hosts are always well informed on today’s activities and daily matters. All hosts have therefore a daily opportunity to familiarize him/herself with the operations.

Policy
 The following documents are to be placed daily on the hosts notice boards in the back of the outlet out of sight of guests, but easy readable for hosts: o Occupancy list (daily updated) o Arrival – departure memo (daily updated) o Messages / memo’s from chefs office (three days, or otherwise advised) o General memo’s (three days, or otherwise advised) o Duty roster o F&B guest activities memo from GRO (BBQ/picnic etc etc) o Guest history of the guests in-house (until departure) o Guest profiles (until departure) o Log with special guest requests / dietary requirements o Service recoveries (until guest departure) o Snack rotation roster or other menu / beverages rosters o Guest photographs with names o Stock taking schedule  Everyday, from the opening of the outlet all documents are screened and checked upon validity. Alternatively, before closing all non-relevant documents are removed and the next days memo’s are placed instead.  All documents placed on the boards are to be kept out of guest’s sight and can never be exposed in public areas as they are confidential.  Documents cannot be removed by any hosts if not approved by the outlet manager or assistant.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

Department: F&B - Restaurant Subject: Guest Names

Ref: FB 31 Date: 01 Mar 2004

Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Guests are greeted/addressed by their names by a well groomed service host with proper English vocabulary in a welcoming manner and with a well-meant smile.

Policy
 All guests are referred to by their names whilst being served in the outlet.  Upon the first visit, a service host may check the villa number, but will after that remember the name.  When the host served the guest for the first time, he or she will introduce him/her self to the guest and receive the guest name in return.  The host will refer to the guests by their family name unless guests requests otherwise. o Also guest history should be checked in case of repeaters or guest profiles are checked to ensure we address the guests according to their preferences.

 Ideally the guests are served in the outlet by the same hosts throughout their time in the outlet as well as throughout their stay if possible. (refer to buddy SOP)  Please note that the following titles could be applicable: Mr. Ms. Mrs. Dr. Professor, Lord (first name), Lady (family name), Baron, Baroness, Count, Countess, Sir, Her / His Highness or Honorable. (there are many more possible) Ensure all hosts are aware of these tittles and their levels of importance.  Check if the guest history system is online and pictures with guest names and villa numbers can be retrieved.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
3Department: F&B - Restaurant Subject: Cold & Hot Towels Ref: FB 32 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Guests receive a cold or hot face towel according to weather conditions to enhance their experience and fresh-up before their meal / drink

Policy
 As soon as the guests arrives at the outlet and are seated, a cold or hot face towel is served. (except breakfast only after meal a hot towel)  Cold towels are served when the weather is hot, Hot towels are served when it is raining or very windy / chilly. The Service Manager should advise all hosts accordingly.  Towels are prepared well in advance and are kept ready for use. (Night before)  All towels are scented with lemongrass essence (according to dosage).  A hot cupboard with burning fuel or a microwave or a rice steamer is used to heat the towels. This service must be able to be started within a few minutes when weather changes.  (Please refer to face towel preparations for details on preparing the towels)



Standard Operating Procedure  Use a tong to place the face towel (rolled) onto a bamboo/wooden tray or on a side plate.  Approach the guest table and offer them a face towel, always use the tong  You may say: “Would you care for a nice chilled face towel Mr. Jones”  Always have a smile!  Never touch the towel with your hand!!!!!

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B Subject: Hot Milk ( milk options ) Ref: FB 33 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Guests will receive hot milk when ordering hot coffee or tea

Policy
 When milk has to be served with a hot beverage (coffee or tea, see SOP) the milk will be served hot.  Ideally this milk is heated through special milk heaters / boilers rather than using the steam facility of the espresso machine as this could damage the machine when used frequently.  However, in both cases the milk appears fresh, hot and without “skin”.  When using the steam function on the espresso machine, let a little steam out first when just switching on the machine to prevent a bad smell coming in the milk.  Ensure proper cleaning is done for the milk heater / boiler on each shift.  Alternatively, skimmed milk or soy milk may be offered in case of dietary restrictions. Please check always the guest history / profile before taking orders.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Survival Kits Ref: FB 34 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: Pool Manager Bar Manager Objective

Every evening, from sun-set time the bar/restaurant and areas are lit with torches and candles

Policy
 Each outlet has the minimum of the Survival Kit stock mentioned below o 10 umbrellas o 10 bath towels o 12 survival kit t. shirts  On the opening of the bar and thereafter upon opening of each shift the kits are checked and replenished. During rainy days, the kit should be more frequently checked and stock might need to be increased if not sufficient.  All guests are offered a free t. shirt (survival shirt) if they got wet.  All guests are offered an umbrella if they do not have any umbrella while leaving the bar during rain  All guests are offered a bath towel if they are cold  All ladies are offered a shawl when they feel cold or wear clothes not covering the shoulders  All hosts are trained accordingly, and will ensure this is offered at ALL TIMES

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Torches & Candles Ref: FB 35 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Every evening, from sun-set time the bar/restaurant and areas are lit with torches and candles

Policy
 Every evening the flaming torches (coconut) are at sunset, meaning around 19h00-19h30. (according to identified locations) o In case of bad weather (rain or strong wind) the torches may not be lit, however, mise en place should be kept ready in case conditions improve. Our motto is: “when the weather is fine, the torches burn, even if it is only for a few minutes”

 All guest tables have a candle lit or alternative device as per standard at the same time while lighting the torches  The bar will be set-up with cookie jars in 3 size configurations at each end on the bar.  Pen torches are kept ready for service and are checked in advance to ensure they are in workable condition. Batteries are checked as well  All burning torches (coconut with oil) and all candles are put out upon closing of the bar, and are collected and kept at a safe location.  Pro-active measures o o Ensure coconut torches and their stands are available and ready in the afternoon. Follow-ups with gardening should be done on a daily basis. Lighters are sufficient (at least 8 lighters) and available at all times. Also they are frequently checked upon workability. All lighters are in sand-paper cover without logo.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Thin Red Line Ref: FB 36 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Guests are never interrupted or disturbed while being served. Guests will never feel uncomfortable as our hosts maintain a perfect distance from the guests, not to close, not to far away

Policy
When guest service is done with a concern for guest privacy it leads to customer delight. When it is done without a thought to the guest experience, it leads to guest dissatisfaction and even irritation. At .........we would like our guests to feel as if it is their own private home. To achieve this we should protect our guest privacy.
 While speaking to the guest, keep at least a distance of two feet, whether sitting or

standing.
 Do not intrude on the guest when they are having their meal or in the midst of an activity.  If there are only a few guests in the restaurant, hosts other than the assigned hosts should

wait in the back area.
 Do not show interest in guest conversation when they are not talking to you.  Do not discuss with guests about other guests.  Do not group and hold conversations in guest areas.  Do not speak loudly in guest areas.  Do not “hang around” in guest areas when you are not on duty.  Always be in uniform while approaching the guest.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Thin Red Line Anticipate Guests Mood Ref: FB 37 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outline Managers Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Guests are never interrupted or disturbed while being served. Guests will never feel uncomfortable as our hosts maintain a perfect distance from the guests, not to close, not to far away.

Policy
When guest service is done with a concern for guest privacy it leads to customer delight. When it is done without a thought to the guest experience, it leads to guest dissatisfaction and even irritation. At .......... would like our guests to feel as if it is their own private home. To achieve this we should protect our guest privacy.

1. Do not discuss controversial subjects like religion, Royal Family and politics with guests, if asked to comment on these subjects do not express strong opinions and be as diplomatic as possible. 2. Do not find fault or point out mistakes the guest has made during a conversation. 3. As much as possible limit your conversations to our resort & Thailand 4. Always remain calm when a discussion gets heated. 5. Anticipate the guest mood before speaking. Adjust accordingly, for example: Do not come smiling and very happily to a guest when they just walked into the outlet and got rained soaked and wet. They might be a little irritated.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

Department: F&B - Restaurant Subject: Thin Red Line / Conversations

Ref: FB 38 Date: 01 Mar 2004

Page: 1/2 Date revised:

Prepared by: F&B Director Distribution: All Outlet Managers Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

To make sure you are professional in all areas of a conversation or discussion, you should remember the Following

Policy
 Language Speak English only, and never speak in another language with fellow co-workers during a conversation with guests. Example:Sometimes it happens that a guest asks for a table at the Dining on the rocks Restaurant. If you call to Dining on the Rocks, please make the enquiry in English and not in a local language or dialect as the guest will not feel comfortable. The operating language is English Tone Speak with a friendly tone. Never use a monotone when talking to guests. If you use a monotone, guest might feel that you are not interested in serving them.





Volume Adjust your volume level that it suits the environment. Do never raise your voice. Do not “copy” the guest when they are angry and raising their voice. Stay calm instead and during dinner time in restaurants you should actually lower your voice volume. Be careful, whispering is also not allowed as it looks like gossiping. Natural Pause Talk in a very natural pause. Do not rush the conversation, even if you are in a hurry! Respect Show respect to the guest opinion and or religion. Even you might disagree, never voice this out strongly. Try to avoid the topic and switch to another topic if possible.

 



Discreet

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Please handle ALL guest information as confidential. Never discus with guests about other guests. Even if they are famous movie stars, do not discus their details with other guests. If a guest asks you if a movie star was here, please tell the guest that this is a privacy matter, and that you are not in the position to discus this. The in-house guest sheet, and arrival-departure sheets are TOP confidential. Never leave those documents unattended.



Responsive Be responsive to the conversation. Do not say yes yes yes. Try to blend in the conversation. Of course you must follow what you say, and if you will arrange anything, you should definitely keep your promise.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

Department: F&B - Restaurant Subject: Welcoming or Greeting A Guest

Ref: FB 39 Date: 01 Mar 2004

Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

All guests and visitors to our outlets are welcomed by the Thai welcome phrase “Sawadee Kha/ Khrap” and the traditional “wai”

Policy
 Our operating language is English and this in the only language permitted to speak in

front of guests except while welcoming the guests to the outlet. We welcome our guests with “Sawadee Kha/ Khrap” and the traditional “wai”
 Greet guests with a warm smile so they feel really welcome  The same standard applies throughout the day and you should use the guest name as

much as possible; “Sawadee Kha/ Khrap” Mr. and Mrs. Jones
 Never over-greet the guest, and especially not while they have been welcomed once

already and are in the outlet it is not required for each host to greet them while passing by, except if the guest make eye contact.

END

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Department: F&B - Restaurant Subject: Reading Glasses

Ref: FB 40 Date: 01 Mar 2004

Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Guests with reading difficulties are offered our range of reading glasses available. Guests are introduced to them in a very discrete manner

Policy
 When a host sees a guest having difficulties in reading the menu, immediately the host should offer the selection of reading glasses available at each outlet. The glasses are available in a nice wooden box and range from strength 1, 2 and 3 and in some cases other strengths as well.  The glasses should be offered discretely without too much entourage so that guests do not feel uncomfortable.  The host should anticipate if the guest has difficulties in reading because of light or other difficulties.  All a5 menus (except compendium) should be available in a4 size as well for guests with limited eye sight. This should be offered as an option in case guests have difficulties in reading. o Please note that not all guests have trouble reading because of eye sight problems, it could also be color blind or insufficient light. Therefore a pen torch should always be available to be offered to guests on the spot.

 The guests can keep the glasses with them throughout their stay, but it must be logged in the logbook so we may collect it upon check-out. Also inform the assigned GRO or Mr. Friday.  When a guest is using the reading glass service, we should immediately inform all sections and communicate it to all department hosts to ensure that they are offered the glasses in each outlet. In addition, this needs to be briefed the next day at the f&b morning brief

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B Subject: Pasta Bib Ref: FB 41 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Guests ordering a pasta or noodle dish are offered a pasta buster (pasta bib) to protect their clothes

Policy

 Guests ordering a pasta or noodle dish are offered a pasta buster (pasta bib) to protect

their clothes.
 The pasta buster is offered in a discrete manner while serving the dish.  The pasta buster is presented on a small wooden or bamboo tray  Guests may choose to take one, and may take one from the tray. If the host offers the bib,

a tong is required to pick-up the bib from the tray.
 The host may offer assistance to put the bib on, but please be extra careful as ladies might

not appreciate it so much.
 For children it may be offered on other meals as well and a separate “kiddies buster” is

available.
 For all baby meals it should be offered, regardless the meal.  When guest refuse the 2

time the pasta buster, this service should not be offered anymore throughout the guests stay, therefore it should be communicated at the f&b morning briefing to ensure this policy is in place

nd

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Children’s Glasses Ref: FB 42 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Bar Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Children under 6 years of age are being served plastic glasses to prevent them from getting cut

Policy
 All children under the age of 6 years will receive their drinks into plastic glasses.  Only upon requests of the guests this can be changed into glass.  In both cases all should be informed in the f&b brief in order to maintain the same

standard across all outlets for each child
 Ideally plastic whisky glasses are served for children, no high ball.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B Subject: Guest History Ref: FB 43 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Guests returning to .........resort receive exactly the same standards / personals services as they did on their last visit at all times. A proper maintained database is maintained in order to ensure all data is accurate, correct and retrievable.

Policy
As this subject is mainly a training issue, a few lines below to read and understand. Training of the hosts needs to be done carefully and intensively. Create Awareness among the hosts and the importance of the system

Training

Implementation and maintaining the system

Review and update the system and procedures

Spot check and follow-up

Concept of Guest History The ...... group, and in particular the ........resort, stresses as one of its focal points the importance of its “personalised service”. The guest history database is the main tool that allows for operations to be tailor-made for each and every single one of our individual guests. Detailed information about the guests is taken at any possible moment to be inputted into the guest history database. This database is then used by the various operational departments to bring up all the available information on a particular guest. The goal is to improve the quality level of the guest service being offered (and consequentially the guest experience itself) through a higher level of personalisation within the service. This guest history database should be seen as the backbone of the operation of the property as the standard of service experienced by our guests crucially depends on it.

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Guest Profile When the guest first contacts the hotel for a booking, he or she is sent a form (the Guest Profile Form), which is subsequently sent back to the hotel (although due to some travel agent and airline bookings, this is not always the case). This form allows the hotel to have the required information to register the guest in the system as well as to prepare the check-in before arrival so that the guest may just sign his or her registration card. Additionally, several other criteria can be found on this form so as to personalise his or her check-in as well as any preferences within the room and/or activities. The criteria within this form must be carefully analysed so as to get the maximum amount of useful information Guest history collection Structure

GRO/ Butler
1

Room boy

Bartender Bartendy

Waiter/ Waitress

In Villa Dining Waiter

Therapist

DH & DR Restaurant & Bar Manager GSM Housekeeping Supervisor Chef/ F&B In Villa Dining Supervisor Spa HOD

EAM

GHO

Inter and Intra departmental guest history communication flow

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

Housekeeping Food & Beverage
Barman In Villa Dining Supervisor

SPA

GHO

DH Waiter

DR Waiter

Guest Relations

CUTLERY TRAY

NAPKINS

Procedure
 All records on guests that are served in the outlet are maintained on a daily basis and

logged onto the guest history sheets on a daily basis. Through this system, we can ensure COASTERS a complete profile is created with all information. TOOTHPICKS
 All information is to be logged (please see form attached)
STRAWS SUGAR PEPPER MILL CRUET SET

 Service hosts to be very observant and take good note on each occasion  All extra information (not directly related to f&b such as feedback on other departments /

areas) are to be logged as well.
 This is repeated every day without fail till check-out  Frontline hosts are responsible to complete the forms and forward to their supervisor /
WATER GOBLETS

section manager who will review each form and edit if necessary. Then it needs to be signed and forwarded to Chef.
SIDE PLATES

SAUCERS  A summery is given on the day of check-out and forwarded to chef’s office before 8h00.

Chef will then again check the forms, filter and sign and forward the approved form to ASH TRAYS the GM or EAM in the morning brief and return rejected forms back to the sections COFFEE / TEA CUPS manager / supervisor for follow-up.
 GM or EAM will again review the forms and then forward it to the guest history officer

who will filter relevant information and pass on the forms on the six-senses guest history system 2

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
 Subsequently all forms are kept on the notice boards when the guest returns for all hosts

to view. Each outlet manager must ensure the latest version is posted.
 All history data needs to be reviewed and updated and all personal options / setting must

be followed up throughout the guests stay.
 The last assigned host (*) will always be assigned to the guest when the host is at the

resort when the guest returns. This increases the personal service.

o (*) exception incase of absent on the guest last visit, example if guest are four
time repeater and waiter A was assigned on each visit except last visit (waiter B) due to vacation or leave, waiter A should then again be re-assigned. However, a careful review of guest questionnaire is important. Maybe the guests preferred waiter B above A and then assign accordingly.
 Remember that guests occasionally “change their own history”, meaning that they where

vegetarian before and not anymore, or vise versa. Maybe they where wine drinkers on their last visit but on their current visit they are not drinking etc etc.
 A daily follow up by the section manager / supervisor with the hosts to cross check the

follow-up is in place
 A daily spot-check on the guest names is in place. This could be done during the evening

briefings.

More training tips on the following pages Training Tips

 Training should begin with an overall presentation of the Guest Awareness program and stress the importance of it to all the hosts. During this time, the master plan will be unveiled to show what will effectively change and briefly how and why. The implementation schedule, to be done in phases, will also be presented at this time. This should also allow us to calm those who might get confused about the new system as to how it operates as well as those who might be scared that all the changes will take place overnight. It is also another way of refocusing on guest awareness on a general note.  There should be a course for the frontline departments to help their hosts distinguish the difference between relevant and irrelevant information about the guests. We will need to emphasize what is the kind of information that we really need. Within this course there should be some explanation as to what makes a habit. Seeing the guest doing certain things once or twice (many believe that doing anything twice makes it your favourite activity or item of consumption) is not enough to classify it as a habit. Additionally, this course should also try to increase the hosts’ awareness of guest habits, activities, etc.

 There should also be a course concerning suggestive speech techniques. This course’s objective would be to teach the frontline hosts on ways to ask targeted questions. Questions whose goal would to get in return some specific kind of information. These questions have to

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
be asked in such a way that it not be made obvious to the guest that the questions are specifically targeted. They should also be asked in ways and at times that don’t bother the guest. Through this training, we should ultimately be able to get more useful information about our guests.  Although this should be part of daily briefings in all frontline departments, it should be considered to have a course on pro-activity. Many times, many of the frontline hosts wait for the information to reach them. It would be much more beneficial if we could get the hosts to go out and pro-actively get the needed information. This particular training should be linked to the suggestive speech techniques training to achieve the best possible results.  Advanced English spelling classes and appraisals are in order for anyone who has the responsibility of entering information into the selected database system. This is to assure that the information being entered will be understandable to any other host in the company. This is especially important with all information being entered into the website system.  Logically, training on the use system is necessary. All hosts having to use the system on a regular basis should have to go through this training.  All training courses should have two parts to them. One would entail the induction into the system and would be as extensive as would need to be to ensure full understanding of the new procedures and systems. The second part would be a lighter revision style course. To ensure proper running of the new procedures, it is important that continuous training be done.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B Subject: Cruet Set Warmer Ref: FB 44 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Each guest dining table is always pre-set with a cruet set in good condition. As the coastal areas are very humid, the salt and pepper shakers will be stored in/on a heating box to ensure salt and pepper are not getting wet.

Policy
 The cruet sets containing salt and pepper are stored in or on a hot-box device.

o A simple device can be build by wood with a heating lamp inside, or a metal
construction with a burning candle – styrno
 All cruet sets are checked before placing them on the tables. The holes are clean and the

bottom lid is in good condition.
 The cruet sets contain sufficient volume of salt and pepper.  Pepper and salt meals should be available (if this is not a standard set-up on the tables) in

case the guest ask for this.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

Department: F&B - Restaurant Subject: Lady’s Handbag Side tables

Ref: FB 45 Date: 01 Mar 2004

Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager

Approved by: Resident Manager Issued:

Approved by: General Manager

Objective Each outlet has a few (10) small side tables available to be placed next to the ladies so they can keep their handbag Policy


A small table will be placed when a lady guest arrives with a handbag. o All chairs should already be modified to contain a wooden peg to hang a bag or jacket, but the table is additional for bigger bags or bags without strings In all cases, we must prevent bags being placed on the floor / sand The tables are build in the similar design of existing furniture or, as per approved design by Eva. Each outlet should have at least 10 tables spare Each host is briefed on this service and the location of the tables Tables are daily checked upon condition

 

  

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

Department: F&B - Restaurant Subject: Set-up Of Service Station

Ref: FB 46 Date: 01 Mar 2004

Page: 1/2 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

The side and service stations are set-up as per below checklist containing the minimum standards. Missing items are reported on a daily basis

Policy

Set-up of service Station
The following is a check list of the material you will need during the service. Your service station is there to help you during service, and so it should have all the material you may need for a successful service. Your service station should not be overstocked with excess material and should really only hold the essentials to allow a smooth service. The rest of the material that you may need should be stocked in the appropriate allocated areas.

Item

Side station Yes Yes (Knives Butter Appetizer Main Steak Dessert Forks Appetizer Main Shellfish Dessert Spoons Soup Cereal Dinner Ice cream Tea Espresso Sugar Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes

Pantry

Buffet line

Bar

Water goblets Coffee cups Cutlery

Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes

Ashtray Salt pepper Sugar sets Napkins Pepper mill Ice tong Tooth picks

Yes

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Item Straws (incase straw falls/split/need to replace) Menu a la carte Menu Thai Captain orders Water jug Water jug napkins Pen Candles Anti mosquito incense AMI fish burners Ice bucket Children’s plastic cups Candle holders Espresso cups Tea pots Coffee plungers Matches Lighter with cover Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Side station Yes Pantry Yes Yes Yes Yes Yes Buffet line Bar Yes

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Pantry Set-up Ref: FB 47 Date: 01 Mar 2004 Page: 1/3 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

 The pantry room is set-up according to the following guidelines.

Policy
Prior to each service, the following tasks need to be fulfilled. The purpose of these tasks are to allow a smoother service by preparing the pantry and the Hosts for the scenarios that may arise. There are certain tasks that need to be done at both the and end of the shift. Some tasks need to be constantly observed, these are the Pantry ground rules Pantry Basic Rules The Pantry is not a meeting place! Do not "group" inside the pantry unless it is for work purposes Keep the pantry clean at all times Do not block up work areas Keep the floor clean Keep the work surfaces free of clutter Make sure the Pantry is clean before you finish your shift Clear away dirty dishes as soon as you bring them in Scrape remains of food into the bin Place cutlery into soapy water STACK plates, bowls, sauces etc DO NOT STACK mugs, cups, water goblets Send the dirty plates and cutlery to the stewarding as regularly as possible

Replenish (stock up) Whenever you have spare time, check that the stock requirements of the pantry are complete If the stocks are not complete, attend to replenishing (this should be done at least once per shift, preferably before hand over to the next shift)

Pantry Checklist  Survival kit is complete, FBS1-009 (10 umbrellas, 10 bath towels, 12 survival kit t-shirts, 3-6 shawls)

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
 Notice board, FBS1-005, all documents are screened for validity, Visible are Duty roster  Reading glasses, FBS1-013, one box of 3 reading glasses  Pasta bibs, FBS1-014, ensure that Pasta bibs are available at the Pantry  Guest History Record sheets, g001, ensure that 20 guest history sheets are available in the pantry  Cruet set warmer, FBS1-015, (cruets are placed under heat lamps in the kitchen after PM shift)  Cold towel fridge is stocked and ready for cold towel service  hot towel steamer is stocked and ready for service  Check crockery is stacked in an orderly way  Check cleanliness of pantry  Check level of sauces  Check water and butter reserves. Tasks Morning shift          Ensure sugars are filled Check with Chef for the lunch menu special Complete Notice board duty (FBS1-005) Restock on any missing items (cutlery, plates, napkins etc) Check that the menus are presentable (no ripped or stained pages, that menu is up to date) Check that all cruets are full, clean and well sealed (bottom) Water the stones in the wine cellar Check that the pepper mills for the service stations are clean and full Replenish tooth picks and straws

Tasks Lunch and Dinner Shift  Double check the Special of the Day as it may have changed since the morning/ midday shift  Check that sauces are in new recipients and fully stocked  Fold the extra napkins so that they are ready for resetting  Polish the cutlery  Prepare 2 small sauce tubs of each sauce prior to service  Restock on any missing items  Regularly check if the bin is full.  When possible, help by starting to prepare the breakfast mise en place (folding napkins, checking the sugars)

At the end of the shift  Any unused sauces are to be returned to main sauce pot  Make sure that the sauce pots are cleaned. This means cleaning the outside and the rims of the pots. If necessary change the pots for clean ones pots

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
 Send any remaining dirty items to the relevant departments  Make sure all surfaces are clean (including sink area)  Wipe down the front and side of the fridge, open and check for cleanliness (check for any visible discolourings on the shelving or bad smells)  If there is any cutlery left over, polish and distribute to the stations  Check if the bins have been emptied by stewarding, if not, notify them

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Service Sequence / Breakfast Ref: FB 48 Date: 01 Mar 2004 Page: 1/3 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Our guests always enjoy consistent service standards for breakfast.

Policy Breakfast Service Sequence
 Pre-arrival measures

o o o o o o o o o o

Each service hosts checks the buddy team allocation Once obtained, check villa/guest allocation Once obtained, memorize guest names and practice Check guest photograph so you can identify the guest instantly Study guest profile. Study guest history (if any) Check on reservations made by allocated guests Cross check with the allocated butler for any updates Check on preferred signing policy Check on special diets

 Service Sequence

o Upon guest arrival the HOSTESS welcomes the guest at the entrance of the o o o o
Restaurant. (Greet with a Wai and “Sawadee Ka”) refer to SOP FBS1-012 for full details The hostess escorts the guest to the table of the guests preference The hostess invites the guest to seat and helps with the chair, ladies first The hostess unfolds the napkin Ideally the buddy host should be now at the table as well and upon first visit to the outlet and meal, the hostess introduces the buddy host to the guest. If not first visit, the buddy takes over service and greet the guests with a wai and “Sawadee Ka/Khrap …..guest names……” Hostess returns to station The host (buddy) will now offer the coffee and tea menu first and take the order. Also would refer to the a la carte menu items inclusive of buffet and when guest are ready, can take the order.  Upon first visit.  Once placed the order, the host returns back to the table and invites the guests to the buffet. The host will introduce the guest to all sections of the buffet and give a detailed

o o o

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
explanation of the items available. Ensure all sections are covered. Also introduce the guests personally to the breakfast chef. Leave the guest to choose their buffet items and in meantime serve house water and their order of coffee and tea.  Upon return visit. You do not need to show the buffet again, but you would serve the guest water and their order of coffee and tea.

o When guests take something from the buffet, our hosts will offer to carry the
plate

o If not done so, take order for other breakfast items such as eggs, pancakes etc. o Refill coffee, tea and water throughout the duration of breakfast o Assist guests in obtaining food from the buffet, ask if you may pick-up
something for them or help with making toast. Once the guest seems to have completed their meal, You may serve a hot towel. Offer tooth picks Check ashtray Ensure you are aware of the signing preference of the guest and prepare the bill. If the guest wants to sign their bill, offer the bill only once the guest ask for it, not before. If the guest does not want to sign for the bill, do not offer the bill. o When guests wants to leave, kindly escort them and greet them again with a wai and “Sawasdee Ka/Khrap ….guest name….” o Reset the table for next guests…..

o o o o

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Service Sequence / Lunch Ref: FB 49 Date: 01 Mar 2004 Page: 1/2 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Our guests always enjoy consistent service standards for lunch.

Policy Lunch Service Sequence
Task 1 Who

2 3 4 5

6 7 8 9 10

11 12

Upon guest arrival the HOSTESS welcomes the guest at the Hostess entrance of the Restaurant. (Greet with a Wai and "Sawadee Ka") refer to SOP FBS1-012 for full details The hostess escorts the guest to the table of the guests preference Hostess The hostess invites the guest to seat and helps with the chair Ladies first Hostess The hostess unfolds the napkin Hostess Ideally the buddy host should now be at the table as well and upon first Captain visit to the outlet and meal, the hostess introduces the buddy host to the guest. If not first visit, the buddy takes over service and greets the guest with a wai and "Sawadee Ka/Krab… guest names…" Hostess returns to her station Hostess Host pours water and presents the menu Captain Host will announce the Chefs Special of the day and leaves the guest to choose Captain Host returns after 5 mins to take the order Captain Host places order with kitchen and cashier, note down condiments as well Captain Host serves the bread and butter (only for western food excluding sandwich/burger orders) Host will serve the drinks ordered by the guest and removes any excess cutlery FB Runner Host checks that any necessary condiments are prepared in the Pantry When the food is ready, the host should deliver this to the table, ensuring FB Runner that the drinks are fully topped up and that the condiments are also on the table.

Captain / FB Runner

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

13 14

When the guest has finished eating, the plates should be cleared away. The host should appear with dessert menus and ask if the guests would care for a dessert. The host should also repeat the Chefs Special dessert and ask if the guests would care for a tea or coffee. The host should place the order and then quickly crumb the table and set the cutlery for dessert. If the guest has declined a dessert then remove the cutlery go to step N°18 The host should serve the dessert and the requested tea or coffee The host should remove the empty plates. Offer tooth picks and warm face towels. Check if the guests are smoking, if so check that they have an ashtray. Place the check discreetly on the guests table. If the guests care to sign the check then they will. If they do not, then they wont. The host should NOT WAIT BESIDE THE TABLE, instead the host should continue with his or her duties. When the guest leaves, kindly escort them to the door and say goodbye with a wai. Clear and reset the table

Captain

15

Captain / FB runner

16 17 18 19 20

FB Runner FB Runner

21 22

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Opening Morning Shift Check List Ref: FB 50 Date: 01 Mar 2004 Page: 1/2 Date revised:

Prepared by: F&B Director Distribution: All Outlet Managers Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

The opening of the shift is standard and always according to our procedures. The outlet is in 100% excellent shape before guest arrives

Policy
Start of Shift: Check N YES O N/A CL1.1 CL1.2 7h 00 (present 10 minutes prior to start of shift) SOP NR Topic Check host attendance Check host grooming Everybody on time, tardiness is reported. Absence is logged in logbook All hosts are groomed properly, uniform is clean and well pressed. Hosts present themselves showered and shaved with KOT booklet, wine openers etc etc. Floors, walls, blinds, toilet, champa’s, windows, lights, fans, plants and general areas are checked upon presentation All tables are set-up according to the standards with complete crockery and cutlery. Cutlery and crockery is clean and in top condition All crockery, cutlery and dry set-up is in excellent condition and complete. The food is ready to be served. All lists are complete, pages look fresh and covers are as per standard. All lists are arranged at the service stations All service stations are on the correct location and mise en place is complete and tidy All mise en place is already prepared and ready to be used; Napkins folded, Cutlery polished, Crockery Cleaned, Coffee plunger ready etc etc Check the pigeon hole for any reports and messages, room changes, occupancy lists, Comment

CL1.3

Check outlet presentation

CL1.4

Check table set-up

CL1.5

Check buffet set-up

CL1.6

Check menu boards, beverage lists Check service stations

CL1.7

CL1.8

Check mise en place

CL1.9

Check reports

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Check N YES O N/A CL1.10 SOP NR Topic arrival-departure memo’s etc etc Maintain the morning brief, 10 minutes before guest arrives and ensures all staff are present and briefed on the topics discussed. Check cashier Double check if the cashier is on duty, and if the system net-work is switched on Cross check the villa dining Just a quick check if the villa dining staff are on duty and if all is in order Cross check the kitchen Just a quick check if the kitchen is OK and if there is any sous-chef or chef d’ party on duty Double check if the gardeners have cleaned the public areas near the restaurant, and follow-up if not yet done before 7h10 Any urgent issues that need to be briefed for the HOD morning briefing will be verbally discussed with the executive chef / executive sous-chef PRIOR to morning brief Any of the above points that where not correct will be reported in the captains log book. The logbook will be updated immediately after the breakfast has completed All maintenance issues that requires attention are immediately reported to maintenance and a work-order is completed. Urgent orders may go direct to maintenance without chef’s signature All information posted on the notice board is updated and screened Hold morning brief Comment

CL1.11 CL1.12CL1.14 -

-

Check gardeners

CL1.15

Report verbally

CL1.16

Report in writing

CL1.17

Maintenance issues

CL1.18

Update Notice Board

CAPTAINS COMMENTS LOG:

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Check Host Attendance Ref: FB 51 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

All hosts are reported to work on time and in excellent

Policy
Procedure:
  

Shift starts as per duty roster Check roster and see if all hosts are present 10 minutes before shift starts All hosts are well-groomed

Others     Tardiness is logged in the captains log book Sick leave is recorded and proper paperwork is completed. Hosts must be recommended to go to the clinic, otherwise sick leave will not be granted. Late coming without prior notice must be recorded be the captain on duty, and hosts will be informed on the spot about the lack of discipline. Late coming with prior notice can be approved only the day before, and must be discussed with the restaurant manager first.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

Department: F&B - Restaurant Subject: Check Host Grooming

Ref: FB 52 Date: 01 Mar 2004

Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

All hosts are reported to work on time and in excellent grooming condition

Policy
:
    

Uniform is well pressed, clean and in excellent condition Facial hair is properly shaved (if applicable) Hair is well trimmed and neatly arranged Female hosts hair are tight up as per standards Hosts carries pen, KOT booklet, wine opener, lighter with cover and a pen-torch Host presents him / her selves happily Host appears professional and has “left his / her personal feelings at home” Nails are well trimmed No strong odor can be noticed Hosts are ready to serve

 

  

END

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Oriental Hospitality Consultants – OrientalHospitality.com

POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Check Outlet Presentation Ref: FB 53 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Our guests dine in an outlet that looks well maintained, fresh and crisp

Policy Procedure: Check the following areas if there is any damage and inspect on its cleanliness.


Walls, Ceiling, (Sand) Floor, Tiled Floor, Lights, Fans, Switches, Electrical Power Points, Cadjan Fencing, Plants, Windows, Toilets, Buffet Tables, Steps, Doors (swing), ponds, wine cellar and Cabinets Check for the survival kits: Clean bath / beach towels (10 no), Clean Umbrella’s (10 no) and Clean T-Shirts (12 No) in case of rain. Inform Maintenance via telephone or walki-talki if there are any urgent requests to open the outlet, after which you need to complete the work-order. Test all the lights and fans and see if they are working properly, after which you may dim the lights and fans to the required speed or light. Check thoroughly the Restaurant Open areas, especially as there could be a lot of bats or birds droppings there on the tables and chairs. Also insects can be a problem Pest control has sprayed the outlet against insects as per schedule











REMEMBER
 

Outlet must look spick and spine Outlet must have a fresh odor

Outlet must be noise free END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Check Mice en Place Ref: FB 54 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objection
Procedure:


Approved by: Resident Manager Issued:

Approved by: General Manager

All cutlery is already polished well in advance (night shift or before going home previous night) Napkins, placemats and other linen are ready to be used. Napkins are already folded and will be used to re-set the tables after the guest have left the tables (night shift or previous night) Coffee plungers are also prepared, as well as the various coffee’s and tea’s Water is boiling hot, and ready to be used Tray’s are ready, and have a proper under liner Check booklets for billing purpose and KOT booklets are conveniently set-up to replace those rims that are used. Butter and jam is well prepared as well as the juices Buffet is ready to open at 7h00 No more hosts are preparing mise en place during service



   

  

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Check Table Set-Up Ref: FB 55 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Guests are always being seated at a correctly set table at all times

Policy Procedure:  Tables are at the correct location
 

Tables have sufficient space around them to protect guest privacy Chairs are complete, and all have proper cushions and seats (there are no chairs on their own, or tables without chairs) Tables have proper breakfast set-up as per picture All tables are set-up uniform All tables are set stabile and do not wobble All tables are properly sanded and clean Check the spaces in between the wood table top No nails, splinters or wooden connecters are visible or sticking out Tables in open areas are also properly set, and frequently checked on its conditions All crockery and cutlery is in top condition, nothing is chipped or dirty. All cutlery is properly polished All crockery and cutlery have a fresh odor Placemats are in excellent condition, stain free. Ashtray is clean with fresh sand

      

    

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Check Buffet Set-Up Ref: FB 56 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Buffet is ready to open, all glasses, mugs, cutlery and crockery are rea dy prior to guests arrival

Procedure:
  

Restaurant is well sprayed against insects prior to buffet set-up Buffet table is clean and neatly organized All food items have tongs, spoons or other serving cutlery. (no food can be presented without) Napkins are on standby for the bread cutting board, as well as the knife Coffee machines are connected and ready to be used (coffee will be grind just before the guest arrives) The soup stations have sufficient soup bowls, which are presented properly Champagne is set-up with ice, and the glasses are polished and properly set-up Breakfast plates are set-up at the correct locations Menu boards are ready to be presented to the guests Lights are switched on at proper volume Fans are switched on at proper volume Floor is wiped clean, and so the sand floor around the buffet is inspected Electric cables are hidden out of guest views Water for coffee is boiling in the back of the pantry, ready to be used Items in containers or jars are labeled such as milk, juice and jams

 

         

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Check Menu Boards Beverage Lists Ref: FB 57 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Menu boards and beverage lists are in excellent condition to be presented to the guests. The menu’s are conveniently arranged at the side stations

Policy
       

Menu boards are in proper condition, no wooden splinters are visible The pages inside are clean and are not wrinkled Beverage list is kept nicely with the coconut ropes Pages in the menu’s are tight and solid All pages are complete Every service station has sufficient menu boards / beverage lists ready At breakfast, the a la carte menu is placed on the board and displays all pages. Subsequently, after meal period the menus are checked again and please report any new printing required at the F&B morning brief

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

Department: F&B - Restaurant Subject: Check Service Stations

Ref: FB 58 Date: 01 Mar 2004

Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

All service stations are set-up properly at the correct location and only have those equipments available that is required for guest service

Policy
Procedure:

  

All service stations are at the correct location All service stations do not wobble The menu boards, beverage lists and other necessary mise en place is in excellent condition, ready to be used by the hosts The stations are in top conditions, well maintained and well organized Also the open air sections have proper side stations The service stations are used only for guest service, and not as “clearing table” or other purpose

  

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Check Reports Ref: FB 59 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

All reports are collected from the pigeon hole first thing in the morning, and reports are verified and briefed to all staff

Policy
Procedure:



On the way to the restaurant, please stop-over first at the front office to check the pigeon hole. Collect the reports, and if not collected the previous night, please double check with the operator if reports are missing Verify the reports against the previous reports, especially check for revisions. Analyze the arrival / departure memo and double check if the hosts where on time for the early check-outs Check if there are any special arrivals / meal plans that need to be briefed to the hosts Check the no signing option for those guests that do not want to sign the bill and post it on the notice board in the proper format. Please double check if there are any room changes and brief all sections accordingly Check the arrival / departure memo daily’s activities section, and verify the memo’s you got and see if there is any discrepancy. If there is, please cross check with GRO the actual status. Deliver any messages that where in the pigeon hole to the staff (if any)



 

 

 



In the event of missing reports, you may check with the cashier as he / she could print out a copy directly from the system.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Conduct Morning Brief Ref: FB 60 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager

Approved by: Resident Manager Issued:

Approved by: General Manager

Objective Before guest arrivals at 7h00, a 10 minute brief is to be held by the captain to brief the hosts on any special activities or specials of the day Policy Procedure:

  

After verifying the reports as described in CL1.9, please brief the hosts accordingly The briefing must be held PRIOR to guest arrivals at 7h00 (opening of outlet) The briefing must not be longer than 10 minutes, and must be held in front of the main restaurant

REMEMBER
    

The briefing must immediately be cancelled if any guest walks-in The briefing cannot be held in the back of the restaurant, pantry or kitchen. All morning hosts need to attend the briefing as instructed All hosts need take note of what is briefed. Topics that must be covered are occupancy, arrivals, departures, special diets, guest names, room assignments, work delegation, work loads, man power and schedules

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Check Cashier Ref: FB 61 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Captain will check if the cashier is on duty and if the computer system is working properly, including its network connection

Policy
Procedure:
 

Check if the cashier is on duty Check if the computer is switched on, and if the Touch Screen Outlets are working, as well as de PMS connection is live.

REMEMBER IN CASE OF SYSTEM DOWN


If the system is not working and the cashier is not on duty to inform the IDS manager immediately Get ready for manual operations, meaning; manual billings and KOT’s. Inform accounting, so they could send a cashier or representative to the outlet to assist in writing the bills Instruct staff not to use the Touch Screen outlets and PMS till further notice Inform the Service Manager and HOD

 

 

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Check In Villa Dining Kitchen & Gardeners Ref: FB 62 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Restaurant Staff Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

As part of team work, we cross check our friendly internal departments to see if they need any assistance or if all is running smooth.

Policy Procedure:
 

Check if the villa dining is operating properly and if the hosts are on duty. Check if they have any problems and offer assistance if they need

  

Check the kitchen and see if all hosts are on duty As soon as you see that the buffet is not ready in time, please immediately call to the HOD. This includes chefs on stand-by at the buffet Offer any assistance in case the kitchen need any, but do report it in the captains log book

 

Check if the gardeners came to clean the public areas in front of the restaurant.  If this is not done, please call to Head Gardener via radio The gardeners should have completed their job before 6h45  If this is not done, please report it in the captains logbook

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Report Verbally Ref: FB 63 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager

Approved by: Resident Manager Issued:

Approved by: General Manager

Objective Any urgent issues that require immediate attention must be briefed to the HOD immediately, prior to the HOD morning brief. Policy Procedure:


Any issues that are of urgent matters, or issues that requires management or other departments attention must be verbally brief to the HOD immediately, before the HOD morning brief (8h00) Issues may include:
      



Host behavior of other departments Guest complaints Service Recovery Problems during operations that involve other departments Guest feed backs Any updates that the Management needs to know Sickness of guests or hosts



After the verbal briefing to the HOD, please make a report in the captains log book of the same.

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Report in Writing Ref: FB 64 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Any issues that are not according to the checklists standards, or issues that are not mentioned need to be logged in the Captains Log Book

Policy Procedure:


If there are any standards not maintained and for every “no” on the checklist, a written report needs to be made. You may complete this in the Captains Log Book. Issues may include:
           



Host Rosters, and not coming to work on time Sick leave, annual leave, absentees Grooming standards Tardiness Special Attentions Maintenance Issues Incidents Service Recovery References Issues involving other departments Follow-ups for the Service Supervisor and HOD Readiness of Outlet Guest Complaints / Suggestions / Comments

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Maintenance Issues Ref: FB 65 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager

Approved by: Resident Manager Issued:

Approved by: General Manager

Objective All maintenance issues that requires immediate attention need to be solved on the spot by contacting the engineering / electrician via radio, after which the HOD needs to be informed Policy Procedure:


Any maintenance issues that result in the outlet not to be ready for service, needs to be immediately reported to the  1) Engineering department (verbally)  2) HOD (verbally)  3) Service Manager / assistant (verbally) After the verbal report, the maintenance work request must be completed, and in urgent cases it will not require the HOD signature, however, it is required that the HOD will be informed afterwards.



REMEMBER


In case of dangerous situations, not to touch anything your self, but wait for professional assistance from the Engineering department.  In case of any electrical problems or machine problems, never touch it your self. You may switch of the main switch.



Always radio the engineering first, before filling out the work order if the matter is urgent. Inform the Engineering over the radio that the matter is urgent Always inform the HOD immediately Try to focus on the outlet while engineers will work on the problem, and try to ensure that service will not be affected. Do not cause any panic

  



END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B - Restaurant Subject: Orientation & Induction Checklist Ref: FB 67 Date: 01 Mar 2004 Page: 1/4 Date revised:

Prepared by: F&B Director Distribution: All Outlet Manager Objective

Approved by: Resident Manager Issued:

Approved by: General Manager

Newly joined hosts are properly introduced in the department and will receive a proper training before any guest contacts

Policy

Orientation & Induction Checklist
For: Position: Location: Starting Date: xxx xxx xxx xxx

Topic “Dining on the hill” 1. 2. 3. 4. 5. 6. 7. 8. 9. 1. 2. 3. 4. 5. 6. 1. 2. 3. 4. 1. 2. 3. 4. 5.

Comment Concept Service System and Standards Set-up and Lay-out Cuisine Daily Menu Concept Spa Cuisine Concept A La Carte Buffet, dinner and breakfast Fellow hosts Concept Service System and Standards Set-up and Lay-out Cuisine Set Dinner Concept Table Side Cooking Concept Service System and Standards Set-up and Lay-out Beverage (extensive brief) Concept Selection Storage and Maintaining Wines Ordering and Selecting New Wines Service of Wines

HOD

HOST

“Dining on the Rocks”

“Drinks on the hill” and “On the Rocks”

Wine List & Wines

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Topic Special Beverages / Cocktails 1. Comment Our Selection of various special beverages eg; Port, Malts, Cognacs etc etc Cocktail list and concept Concept Set-up and Lay-out Selection Usage of Cellar Cellar and Guests Wine Tastings & Wine Dinners Concept Set-up and Lay-out Selection and Menu Vegetable/fruits used Concept Set-up and Lay-out Vegetable/fruits planted Guests and the gardens (lunch) Financial benefits Composting Future plans Concept Set-up and Lay-out Villa Service Standards F&B Compendium Various options “Experiences” “No time frame” service Style of production Concept Set-up and Lay-out Menu’s & Menu Checklists Location options Boat transfers Picnic baskets Concept Set-up and Lay-out Menu’s Location options Private Chef and Butler Concept Set-up and Lay-out Menu’s Private Chef and Butler Concept Set-up and Lay-out Cuisine Interaction Experience Service Standards Chef’s role HOD HOST

2. Wine Cellar 1. 2. 3. 4. 5. 6. 1. 2. 3. 4. 1. 2. 3. 4. 5. 6. 7. 1. 2. 3. 4. 5. 6. 7. 8. 1. 2. 3. 4. 5. 6. 1. 2. 3. 4. 5. 1. 2. 3. 4. 1. 2. 3. 4. 5. 6.

Ever ....... So Healthy

Vegetable and Fruit Garden

Villa Dining

Picnics

Private BBQ’s

Cocktail Party

Lunch venue

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Topic Hosts Dining Facilities 1. 2. 3. 1. 2. 3. 4. 1. 2. 3. 4. 1. 2. 3. 1. 2. 3. Comment Host restaurant Concepts and Menu Selection Set-up and Display Concept Usage Feed Back Actual Events Concept Usage Feed Back Actual Events Concept Training How to Measure Principles Believing Practicing HOD HOST

Service Recovery

Empowerment

Protecting Guest Privacy, Sixth Sense, Thin red line Transformational Thinking

Other:

TO DO’s PAT Daily F&B Briefing Monthly F&B Meeting F&B Staff Party Picture Database Staff Bar Breakfast Set-up and selection Daily changing menu Cooking class Welcome amenities Induction Booklet

Others / General Resort Orientation Villa Inspection Tour around the resort by GRO Back of the House Introduction to all departments and hosts Spa Orientation

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B Subject: Pool Service Ref: FB 68 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by: F&B Director Distribution: All Restaurant Staff

Approved by: Resident Manager Issued:

Approved by: General Manager

Objective Pool Service is very important as many guests spend a lot of their time by the Pool. Our intention is to Wow the guest and go beyond their expectations. In this respect, the following minimum standards and procedure shall be implemented at properties with Pools: Policy The Pool/s must always be clean and highly presentable to the guest. PROCEDURE: 1. 2. 3. 4. 5. 6. 7. Engineering Department staff to deep clean the pool each morning by 8:00 a.m. Staff in charge of pool operations and service must ensure that all the Pool area is neatly arranged and clean before 9:00 a.m. All sun loungers and fixtures in good order and laid out neatly Sun Loungers are to be laid out with towels and umbrellas opened by 9:00 a.m. Ensure that all sun lounger drawers are clean and that in the left drawer, the DnD Beads, Pool side menu and Activities list are placed neatly Check that the Beads, Pool side menu and activities list are in good order Pools and surrounding areas must be in thoroughly inspected for cleanliness, safety and sanitation. All debris e.g. leaves, branches, dirt must be totally cleared. Guests must be greeted by name if previously known (check In-House Guest list) If guest is wearing a robe, the Pool Boy should assist and place this neatly folded on the sun lounger Towels must be unfolded and laid out for the guests. Guests are enlightened about the pool service and system upon arrival including thoroughly explaining the use of the DnD beads and the availability of the Pool side menu A fresh cold face towel is presented to the guest upon arrival. For Sonveas, this is to be accompanied with a complimentary morning or afternoon smoothie The guest is asked whether he/she would like any food and/or beverage orders after the initial cold face towels are presented and also to offer guest the menu if he/she would like to see it

8. 9. 10. 11.

12.

13.

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
14. Follow the tasks on the check list provided to ensure that sunglasses are cleaned, spritzers and menus offered, complimentary fruits, sorbets and cold face towels are given at the time specified. Service to offer sun glasses cleaning must be done with only glass cloth and spray cleaner on a wooden tray. Spritzers are offered every time an offer to clean the guest’s sun glasses are made If guest is a smoker, provide an ashtray. Standard is no more than 2 butts in the ashtray. Service of all food must be done on the In-Villa dining rectangular tray with the cutlery set on either side of the plate so that the guest can consume the food while the plate is on the tray itself. Beverages will be served on a coaster on to the tray fixed onto the side on the pool bed. No glass vessels are to be used at the pool area Every time the pool boy makes his rounds to cater to guests or carry out the designated tasks he must see to the following:  Look out for arriving and departing guests and offer the respective services mentioned above  Check and remove trash around or in the pool  Collect dirty towels  Offer and refill water ice if guests so require  Check for DnD Beads  Bring out towels and arrange sun loungers for arriving guests  Fold and towels robes for guests, place bookmarks for guest’s books that are open  Offer glasses and ice for guests that bring their own drinks  Rearrange chairs and loungers upon guest departure and ensure that the drawers are cleaned, that the DnD beads and menu are in the drawers, furniture and umbrellas are in good order  Move umbrellas from time to time so that the beds are always under the shade The afternoon offering of fresh cut fruits must be different from the one offered in the morning. The complimentary sherbet must be changed daily The Pool boy must remove all towels, plates, cutlery and glasses Pool Boys must always be attentive and alert to service guests, see to guest requests and ensure the enjoyment and safety of the guests All pool boys must be trained and certified in Life Saving and First Aid

15. 16. 17. 18.

19. 20.

21. 22. 23. 24. 25.

For Villas – Additional Standards and Procedures 1. 2. 3. 4. END Fresh Fruit smoothies will be provided to all guests complimentary and to accompany all cold towels offered Sun Tan/Block Lotions are offered to all guests Cold face towels with a smoothie to be served alternatively every half hour Different Smoothies served are to be served in the mornings and afternoons

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B Subject: Beverage Spoilage Ref: FB 21 Date: 01 Mar 2004 Page: 1/2 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Department Heads

OBJECTIVE It is the policy of hotel the spoilage, breakage are properly credit to the beverage cost. GUIDELINES An inventory movement form should be duly completed indicating The bar requisition The item Quantities Date of occurrence Nature of spoilage / breakage

The bar person should complete the form and pass to the outlet manager or Assistant for approval, Report to DFB approval, it then passes to cost controller.

PERSONS RESPONSIBLE Outlet Managers Cost Controller All Service Associate

END

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT

Department: F&B Subject: Smoking

Ref: FB 69 Date: 01 Mar 2004

Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Department Heads

GUIDELINES          What The Guests Expect Availability of smoking and non-smoking rooms. Reserved areas in all Food and Beverage outlets for non-smokers Where smoking is allowed, ashtrays to be clean, of good size and practical How To Satisfy – Behaviourally Upon arrival, inform guest where they can find the designated smoking areas. Inform guest of the visited country smoking laws. E.g. Singapore, Thailand. When guest found smoking in non-smoking area, direct him / her in a polite manner to the designated smoking areas. Always appreciate guests’ desire to be seated in either smoking or non-smoking area – never make customers feel uncomfortable for being either a smoker or non smoker. How To Satisfy – Operationally Allocate a minimum of 15 % of total room contingent as dedicated non-smoking rooms, making sure that it covers all room types including suites. Invest in industrial air purifier ( loniser ) to deodorise or eliminate tobacco smell. Ensure that all F&B outlets have non-smoking areas, sufficiently ventilated and when possible physically separated from the rest of the outlet. Ensure that all non-smoking rooms / spaces are properly sanitised as and when needed. Ensure that the hotel’s smoking policy and local smoking laws are described in the guest In-Room directory. Clear and visible display of non-smoking signs wherever appropriate or as per local regulations / laws. Support and promote non smoking policy for all guest contact staff other than during breaks and meals in assigned well ventilated (preferably outdoors) areas. Ensure that smoking guest contact staff members regularly brush their teeth and use mouthwash lotions to overcome cigarette odour.

        

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POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B Subject: GM Cocktail Ref: FB 70 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Department Heads

GUIDELINES

            

What The Guests Expect Meet senior management How To Satisfy – Behaviourally All Senior management to attend How To Satisfy – Operationally GM cocktails to occur weekly to coincide with early part of most guests’ stay. All VIP levels are automatically invited. Location to be a hotel F&B facility or public area so as to enable to promote the event and or hotel facilities. ( avoid Banquet / function rooms not recommended ) Collect business cards in order to update guest history profile and hotel mailing lists. Each department manager should interact with at least 3 guests. General / Deputy manager should meet and greet all guests. Each manager should endeavour to find out likes and dislikes of guest. Those comments should be properly recorded in their guest history profile. Guest attendance should also be properly recorded in their guest history profile.

END

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Oriental Hospitality Consultants – OrientalHospitality.com

POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B Subject: Service Recovery Ref: FB 71 Date: 01 Mar 2004 Page: 1/1 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Department Heads

GUIDELINES                What The Guests Expect To receive a prompt reaction and immediate rectification when necessary. That what has happened will never recur. How To Satisfy – Behaviourally When the guest expresses dissatisfaction, probe for additional information as needed. Listen to guest carefully. Summarise your understanding of the situation and apologise. Replace food or beverage without question, at any charge. Confirm that the solution is satisfactory to the guest. Apologise for the inconvenience caused. How To Satisfy – Operationally Inform the Maitre D’/ Restaurant Manager who should make a point of speaking with the guest and apologising but without taking over unless the situation is serious. Empower staff to resolve situations . Food and Beverage Management should follow-up / contact guest who have expressed their dissatisfaction during their Meal / Drink experience. Always refer or report major / sensitive incident to the manager on duty, the concerned department head and executive management for information and / or follow-up purposes..

END

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Oriental Hospitality Consultants – OrientalHospitality.com

POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
Department: F&B Subject: Health Risk, Poisoning Ref: FB 72 Date: 01 Mar 2004 Page: 1/2 Date revised:

Prepared by:

Approved by: Resident Manager Issued:

Approved by: General Manager

Distribution: All Department Heads

GUIDELINES              

What The Guests Expect To receive a prompt reaction and immediate assistance when required. That the cause of the “illness” to be rectified immediately and not to recur. How To Satisfy – Behaviourally Always acknowledge guests with a reassuring comment even when unable to help immediately. Be apologetic when situations have arisen and never confront guest by implying that the cause of their bad health condition was their fault. Whenever possible deal with the customer “face to face” and do your utmost to meet with the guest in person preferable away from the public and seated. Always refer or report incident to the manager on duty, the F&B Manager and the Security Officer when necessary. How To Satisfy – Operationally Only staff members of the medical profession will declare the exact status of the guest condition and advise on the recovery procedures. All guests should always be escorted to a hospital emergency service or be visited by a qualified doctor. All rejections will be duly reported in writing. All properties should provide customers with a pro forma “Guest incident /accident declaration report ( to be viewed and approved by hotel lawyer ) The “Guest incident / accident declaration report should be duly filled in and distributed for follow up purposes. All properties should clearly indicate hazardous areas, disclaimer declarations, prominently indicate risk areas and safety recommendations by the means of mobile displays, standard industrial posters, printed material, tent cards, key card holders and In-Room Service Directory. All guests should receive a “get well” card by the hotel General Manager and a small amenity that complies with the guest condition and should automatically be “upgraded” to VIP status. - 97 -

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Oriental Hospitality Consultants – OrientalHospitality.com

POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
   Show flexibility in meeting medical dietary or other recommendations. All properties should have scheduled routine health inspections by a government certified or accredited government organisation ( as per company policy and local laws / regulations ). ( Food ) samples should be taken for further analysis.

END

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