708 Restaurant SOP

Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURES FOOD & BEVERAGE - RESTAURANT

1. Service Experience 1. 1. 1. 1. 1. 1. 1. 1. 1. 1. 1. 1. 1. 1.

01 02 03 04 05 06 07 08 09 10 11 12 13 14

Company Introduction & Mission Statement Benefits Of Training Objectives Of Standards F&B Ethics Achievement Reviews Personal Hygiene Grooming Prevention Of Accidents – First Aid Germs In The Kitchen – Restaurant Do’s & Don’ts Scheduling Staff Safety Regulations Staff Behaviour Staff Responsibilities

2. Beverage Basics 2. 2. 2. 2. 2. 2. 2. 2. 2. 2. 2.

01 02 03 04 05 06 07 08 09 10 11

Tea Coffee Method Champenoise Alcohol Contend In Wine The White Grapes The Red Grapes Tasting Wine Decanting Wine The Temperature For Serving Wine The Ten Basic Wine Styles – White The Ten Basic Wine Styles – Red

3. Beverage Service 3. 3. 3. 3. 3. 3. 3. 3. 3. 3.

01 02 03 04 05 06 07 08 09 10

Restaurant Bar Kinds Of Beverage Service Alcoholic Beverage Service Aperitifs Beer Cocktails Liqueurs Port & Sherry White – Rose Wine

Oriental Hospitality Consultants – OrientalHospitality.com

3. 11 Red Wine 3. 12 Champagne 3. 13 Soft Drinks 3. 14 Serving Fresh/Canned Juice 3. 15 Iced Tea, Iced Coffee 3. 16 Flambé’ Coffee 3. 17 Coffee 3. 18 Tea

4. Food Knowledge 4. 01 4. 02 4. 03 4. 04 4. 05 4. 06 4. 07 4. 08 4. 09 4. 10 4. 11 4. 12 4. 13 4. 14 4. 15 4. 16

Basic Food Preparation Dairy Products Cocoa-Chocolate Food & Alcoholic Beverage Fruit Ice Cream Italian Cheese Pasta, Dumplings, Rice Pizza Fish & Seafood Oysters, Snails, Clams Lobster Sushi Caviar Meat, Poultry, Game Kitchen Sections

5. Guest Experience 5. 01 5. 02 5. 03 5. 04 5. 05 5. 06 5. 07 5. 08 5. 09 5. 10 5. 11 5. 12 5. 13 5. 14

First Impression Greeting, Welcome & Seating General Service Rules Service Sequence Taking Restaurant Reservation Order Taking Taking The Order – Room Service Taking Down The Order Order Delivery – Room Service Menu Presentation Bread And Butter Service Service Of Food Adjusting Covers Follow Up

Oriental Hospitality Consultants – OrientalHospitality.com

5. 15 5. 16 5. 17 5. 18 5. 19 5. 20 5. 21 5. 22 5. 23 5. 24 5. 25 5. 26 5. 27 5. 28 5. 29 5. 30 5. 31

Complaint Handling Billing & Payment Check Sequence Clearing Table & Check Placing Of Tooth Picks Cigar Service Cigarette Service Breakfast Behaving During Service Checking On Service Telephone Etiquette Restaurant Booked Out Cancellations And Bookings Clearing And Re-Setting The Table The Fine Art Of Observation Farewell And Departure Restaurant Clearing

6. Restaurant Operation 6. 01 6. 02 6. 03 6. 04 6. 05 6. 06 6. 07 6, 08 6. 09 6. 10 6. 11 6. 12 6. 13 6. 14 6. 15 6. 16 6. 17 6. 18 6. 19 6. 20 6. 21 6. 22 6. 23 6. 24 6. 25

Research Market Trends Opening Procedures The 6 Principles Of Guest service Accessibility & Location Outlet Set Up Mise En Place Back Area Duties Guest History Cardex Guest Supply Linen Replenish Linen Handle Routine Cleaning Tasks The Pantry Handle Store Requisitions Inventory Control Repair Order Trolley And Tray Collection Log Book K.O.T. Captain’s Order A’La Carte Room Service Door Knob Buffet, Promotions Buffet Service Banquet & Catering Banquet Cocktails - Menus Budget, Forecast

Oriental Hospitality Consultants – OrientalHospitality.com

6. 26 6. 27 6. 28 6. 29 6. 30 6. 31 6. 32 6. 33 6. 34 6. 35 6. 36 6. 37

Daily Outlet Briefing Briefing Guide F&B Meeting Closing Procedures Distribute Incentives – Tips First Aid Box Station Set-Up Station Set-Up Details Duties Of Pool Boy Menu Planning & Types Handling Operating Equipment Point Of Sales System

7. Service Skills & Attitude 7. 01 Up-selling 7. 02 Cost Reducing Methods 7. 03 Discipline 7. 04 Team Briefing 7. 05 Training Your Team 7. 06 Tip Distribution 7. 07 Staff Scheduling 7. 08 Performance Appraisal 7. 09 Assignment Of Duties 7. 10 Staff Attendance 7. 11 Ability To Overcome Resistance 7. 12 Check Point For Supervisor 7. 13 Willingness To Serve 7. 14 Capacity To Take Orders From Seniors 7. 15 Cheerful Attitude Towards Work & People 7. 16 Cordial Interaction With All 7. 17 Pride In Work 7. 18 Tact And Initiative 7. 19 Representative Of A Organisation 7. 20 Honesty

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1.1 DEPARTMENT : Restaurant TASK: Company Introduction & Mission Statement JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY To understand about company History, policies and procedures.

To guarantee the best service Possible for all guests at all Times.

To understand and know the mission statement by hard.

To build a sufficient and well Motivated team which is able to give the best.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Understanding the basics of Training, get overall picture Of the training process and Reasons.

TASK #: 1. 02 TASK: Benefits of training EQUIPMENT NEEDED: HOW TO DO IT

Employee: Improves self-confidence Increases motivation levels Prepares for promotion Reduces tension and stress

WHY Prevents disorganization To incorporate standards To inforce Holiday Inn‟s Principles. To encourage teamwork

Commitment of all staff Professional growth Participation of all staff Follow up on all subjects Learning by doing it Repeating the tasks Exercise the learnt tasks Guests: Follow up on the guests needs Show politeness The guest is always right Supervisor: Can take more responsibility Builds a strong team Decreases absenteeism Builds trust Promotes good relationship

Provides high quality product Insures a proper service Raises their level of satisfaction They get their money worth

Hotel: Increases productivity Reduces cost Decreases safety hazard Creates a better image Builds repeat business Attracts potential employees Increases efficiency.

PREPARED BY: Position: Restaurant Manager

Signature: Date: 23.03.05

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1.03 DEPARTMENT : Restaurant TASK: Objectives of standards JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT To understand and learn the Basics of rules and hotel Business standards.

. Definition: Standards Something set up and established as a rule or Model for the measure of quality or value. The guest comes first

To clarify standards in the Everyday operation. Consider guest expectations. To understand action plans. Do things right the first time!!!! To establish consistently The best service possible. Recognize the needs of the guest. To control and manage our Capital and human resources

WHY

To ensure: Consistency Quality control Management tool Training tool For every 100 guest who complain, 26 others are silent. We hear only from 1 out of 27. Those who complain, 91% will Never return if nothing is done.

Communicate our vision.

Keep up communication between your

Supervisor and subordinates.

Every customer who has a Complaint will tell 8-16 others. 82% – 95% of complaining customers will return, if something is done to resolve it.

Follow rules and regulations of HI at all times.

Remember to be the best and not part of the rest!

It costs 5 times more to attract A new customer than to keep An existing one.

Train and exercise your tasks and ask for Help if necessary to improve at all times.

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Position Restaurant Manager

Signature:

Position: Director of Food & Beverage

Signature:

Date: 23.03.05

Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1.04 DEPARTMENT : Restaurant TASK: F&B Ethics JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

To understand basic rules And regulations of the F&B department.

PREPARED BY:

-

Ability to work together and adjust

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Tolerance for the guest and fellow colleague

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To be objective and improve knowledge

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Flexibility and creativity

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Intuition

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Training effort and exercise

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Honesty and understanding

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Teamwork and positive experience at work

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No wastage of food or beverage ingredients.

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Respect of all living creatures

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Careful handling of all equipment, utensils And natural resources

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To use preferable local products and seasonal ingredients.

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Healthy and tasty food & beverage for everybody

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Sort all wastage and return for recycling where ever possible.

Boonchong Sritawee

APPROVED BY:

WHY

F&B ethics are part of the Philosophy and are necessary To built teamwork, trust, Success and proper working Environment in the F&B Department.

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position: Signature: Position: Director of Restaurant Manager Date: 23.03.05 Food & Beverage

Signature: Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1.05 DEPARTMENT : Restaurant TASK: Achievement Reviews JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Prepare Achievement Review form





Interview staff



Fill in Achievement Review report with the following details: a. Staff name b. Job title c. Department d. Starting date e. Date of last evaluation Fill in the job tasks

Meet with the staff to ensure their performance is based on the job tasks

WHY

All achievement reviews must be completed by the target date. In all cases, all information from the interview must be kept in the utmost confidence.

Friendly and approachable Fair and tactful

 

Evaluate, explain and discuss the performance, strengths, and areas for improvement

Good judgment

Tick the appropriate rating level Clear and complete details

Send the form to the F&B Manager



Set a target date for improvement, if necessary



Ask for the employee‟s comments and fill in the appropriate column.

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Request staff for signature



Send the completed form to the F&B Manager for signature



Send he original to the Personnel Office and copy to the Training Department. One copy is kept by the Outlet Manager for reference and one copy to be given to the staff member

As per training procedure

Timely Complete

PREPARED BY: Position:

Boonchong Sritawee Signature:

Legible

APPROVED BY:

Stefan Schmid

Position:

Signature:

Oriental Hospitality Consultants – OrientalHospitality.com Director of Restaurant Manager Date: 23.03.05 Food & Beverage

Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1.06 DEPARTMENT : Restaurant TASK: Personal Hygiene JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

Learning the basics about Professional and personal Hygiene.

Most important is washing your hands whenever Necessary. Make sure to follow the basics: -

Wash your hands: Before starting work After each work interruption After cleaning your nose After each use of the toilet After cleaning and washing equipment & utensils After touching & working with plants, flowers After cleaning procedures After touching of money, wastage, dirty utensils.

WHY

Health is the most important for all human beings. There is no substitute!! The professional hygiene is there to protect Health and well being of every individual. Thumb rule No: 1 is : Absolute cleanliness with yourself, ingredients, Utensils, machinery, space and interior.

Follow the rules: -

PREPARED BY:

Cover all injuries & infections with bandage Wear sanitary cloves if necessary Never cough or sneeze on food People with diarrhea have to consult the doctor. No smoking in the kitchen or restaurant Have a short hair cut and wear a hat. Wash your hair on daily basis. Do not pick your nose. Take a daily shower. Wear clean uniform at all times. Wear clean and proper shoes.

Boonchong Sritawee

APPROVED BY:

Bad Hygiene can result into severe infections and Serious sickness.

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position: Signature: Position: Director of Restaurant Manager Date: 23.03.05 Food & Beverage

Signature: Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1.07 DEPARTMENT : Restaurant TASK: Grooming JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Grooming and personal appearance

UNIFORMS Standard uniforms to be worn without stains or tears, fitting well, Buttons not missing, No over filled pockets, No rolled up sleeves, Well pressed, With name badge Change uniform daily or when necessary

WHY Positive professional image is projected in front of the guest

BODY POSTURE Bathe daily Brush teeth daily and after every meal Up right posture, Walk straight Stand straight when standing in one place Project a positive appearance Be attentive to guest requirements Only very light perfume is permitted FINGER NAILS Short and manicured, Clean fingernails No nail polish

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position: Signature: Position: Director of Restaurant Manager Date: 23.03.05 Food & Beverage

Signature: Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1.08 DEPARTMENT : Restaurant TASK: Prevention of Accidents – First Aid JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY

Oriental Hospitality Consultants – OrientalHospitality.com To learn about prevention of Accidents and first aid at work. How to keep a personal menu Book.

Accident Prevention: Burns, Cuts,

Rule number 1:

-

Prevention is better than fixing!!

Keep tools & machinery in perfect condition Make sure you know location of first aid box No smoking in the kitchen!!!!! Know the emergency procedures. Get to know fire distinguisher methods. Remove grease from ovens and air condition Clean air filters on regular basis. Know the emergency exits Mark hot cooking utensils & tell your mate. Do not carry heavy equipment on your own. Wear proper and closed shoes. Never touch electric appliances with wet hand. Never pour liquid into hot fat. Never keep knifes in sink Hand knife over the right way. Never use knifes for opening tins and cans. Turn off machinery before cleaning. Remove glass from sink after water drains Never catch a falling knife Clean slippery floors at once.

Restaurant/Bar book: - The menu book is your personal collection Of recipes, working procedures, menus And kitchen basics. - The book has to be kept clean and in proper condition at all times. It is your investment for a good foundation and future career.

First Aid: -

PREPARED BY:

First think – than act Stay cool and talk to the injured person Use your common sense Clean small wounds with disinfection liquid Big wounds to be treated by doctor immediate Wounds without blood are dangerous Small burns can be treated with cold & ice water right away Big burns to be treated by doctor at once With big cuts, keep arm upright. Call your supervisor or in-house doctor at once for serious accident

Boonchong Sritawee

Position:

Signature:

Restaurant Manager

Date: 23.03.05

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 1.09 TASK: Germs In The Kitchen / Restaurant EQUIPMENT NEEDED: HOW TO DO IT WHY

Oriental Hospitality Consultants – OrientalHospitality.com

To understand the importance of cleanliness and Hygiene in the daily kitchen & restaurant Operation.

The major reasons for infections are as follows: -

Dirty fingernails, hands, watches, rings and other jewelry.

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Coughing, sneezing, nose peeling and food Testing with dirty fingers.

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Dirty tools and utensils, dirty machinery & cleaning utensils.

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Cockroaches, flies, mice, rats and beetles. Which are transmitting infections.

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To long storage of ingredients in heat.

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Wrong defrosting of food

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Spoiled ingredients such as seafood, mushrooms, meat and Protein

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PREPARED BY:

To prevent these infections Rules and regulations for Professional hygiene has to be Followed up at all times.

Open wounds and infected body parts

Boonchong Sritawee

Position:

Signature:

Restaurant Manager

Date: 23.03.05

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 1.10 TASK: Do’s and Don’ts EQUIPMENT NEEDED: HOW TO DO IT

WHY

Oriental Hospitality Consultants – OrientalHospitality.com To learn and understand 1. Say Hello – Establish eye contact, smile and basic procedures, rules and Greet everybody you see and meet. Regulations in service with 2. Use Names – Call guests and teammates by Guests and relationship their names at every opportunity. with Fellow team colleagues 3. Show Your Appreciation – Thank guests for their patronage. 4. Guide The Way – When a guest asks for direction, always show the way. 5. Do Not Complain – Never tell a guest that you are tired, working long hours or want to go home.

To guarantee the best service Possible for all guests at all Times.

To build a sufficient and well Motivated team which is able to give the best.

6. Keep It Clean – Always pick up any debris. 7. Give A Hand – Offer to help the guest in Any situation you can, and when he asks for It. 8. Follow Up – Follow up on anything you do for a guest by contacting them personally. 9. Listen Then Act – Listen carefully to the guest and never contradict or interrupt. 10. Good Grooming Habits - At all times and proper appearance and manner. 11. Equal Treatment For All – Never discriminate against any people, regardless of nationality, race, religion, color, sex or appearance. 12. At Your Service – Most importantly, remember that no task is too difficult to follow up on and every guest is a VIP.

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Position:

Signature:

Signature:

Restaurant Manager

Date: 23.03.05

Position: Director of Food & Beverage

Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant

TASK #: 1.11 TASK: Scheduling Staff

Oriental Hospitality Consultants – OrientalHospitality.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Produce a vacation plan

Incorporate vacation plan with roster

Daily/weekly schedule

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Schedule departmental holidays taking requests into consideration, only after blocking periods when the department is busiest.

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The busiest period must be fully staffed i.e. peak seasons, public holidays and special events

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Ensure an even spread of holidays for every level/type of staff throughout the year, to avoid any potential staffing crisis

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Produce roster in conjunction with vacation plan

  

WHY

Sufficient manpower must always be available to run the operation smoothly and efficiently

Schedule staff on a daily basis according to occupancy levels. Schedule staff according to room service peak times (ie breakfast)

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Position:

Signature:

Signature:

Restaurant Manager

Date: 23.03.05

Position: Director of Food & Beverage

Date: 23.03.05

Page 1 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant

TASK #: 1.12 TASK: Safety Regulations

Oriental Hospitality Consultants – OrientalHospitality.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

The following rules and regulations are essential to the safety of the individual employee and to the safe operation of the property. They are of major importance; read them attentively and follow them in every detail.

WHY

1. Show caution in special work areas; observe restrictions on entry and use protective equipment. 2. Use handrails on stairs. 3. Never carry so much that you obscure your vision. 4. Limit stacks of dishes on carts to a height that will not topple if you make a sudden stop. 5. When carrying a tray, place the heavy load toward the body. 6. Use care in handling dishes. 7. Do not use glasses as ice scoops. 8. Keep all knives in proper storage when not in use. 9. Use kitchen rags when transporting hot food. 10. Don‟t spill oil or water on the floor. 11. Close gas faucet after using the range. 12. Don‟t throw water on electric outlet. 13. In case of fire, call the engineering department, the front of office and proceed to fight the fire with appropriate fire extinguisher and fire blanket.

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 2 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 1.12

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Safety Regulations JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

14. Walk, do not run. The few minutes saved by rushing could result in an injury to yourself or another employee. 15. Do not engage in horseplay. 16. Report all accidents and injuries to your supervisor immediately. 17. Report faulty equipment immediately; don't leave it for someone else to report. 18. Inspect equipment before you use it; never use a machine that needs repair. 19. Do not operate equipment tagged " out of order " 20. Unplug electrical equipment before cleaning it. 21. Use all safety guards on equipment; don't bypass them. 22. Use the proper equipment for the job. 23. Be alert to the task you are performing. 24. Be sure you know how to do a job; if in doubt, ASK. 25. Look where you are going, not where you have been. 26. Turn on the lights before entering a dark room. 27. Open all doors with caution. 28. Keep all desks and file drawers closed. 29. Maintain good housekeeping in all areas.

PREPARED BY:

Boonchong Sritawee

Position: Restaurant Manager

Signature: Date: 23.03.05

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 1.14

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Kitchen TASK: Staff Behavior JOB TITLE: All Kitchen Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

How to satisfy - behaviorally 

What the guest expect: 

Adhere to training and company guidelines.

Kitchen Personnel Are knowledgeable Of their duties And responsibilities.

How to satisfy – operationally 

To maintain good personal hygiene practices.

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Attend food hygiene training.

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Follow company guidelines and best practice.

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Staff should wear the correct uniform at all times.

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Hotel should provide and launder uniforms suitable to the tasks being carried out.

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The hotel should provide ample hand washing facilities for all food handling staff.

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All staff should attend food hygiene training as outlined in the Food & Safety procedures

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Staff should be regularly tested on their work and hygiene knowledge.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 1.15

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Behavior During Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO HOW TO DO IT DO

WHY

1. Provide help when called even in another section

To guarantee the best service Possible for all guests at all times.

2. Never stand in group 3. It is prohibited to speak loudly / argument in front of the guest 4. Never put hands in pockets / on hips / cross arms 5. No picking noise, rubbing eyes, scratching or any other similar gesture to any part of your face / body in front of the guest 6. When Napkin / silverware / chopstick is dropped on the floor, supply a new one to guest 7. No chipped glass / chinaware should be used 8. To avoid wrong order, repeat the order to guest 9. Be sure to remove all plates when guest have finished 10. To maintain a pleasant and helpful attitude towards guest "smile”. 11. Remember the guest is always right 12. Under no circumstances should the guest hear argument 13. Always give a friendly good bye 14. Do not speak our mother language to your staff in front of the European guest 15. Whenever, one or more foreign guests on a table of local guests, always speak English 16. Do not point the finger at any guest 17. Do not lean against any objects such as: Table /chair / service station in the public areas

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 10

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To get familiar about tea, its Source and usage in the Food & Beverage operation

TASK #: 2.01 TASK: Tea EQUIPMENT NEEDED: HOW TO DO IT

How exactly tea came to china, nobody knows Exactly, apparently an Indian gentleman brought It to China and cultivated it at his destination Point. It took 3500 years until tea got spread to Other continents. 800 A.D tea bushes came to Japan. The Dutch brought the drink to Europe At the beginning of the 17th century.

WHY Tea is besides coffee the most drunk beverage around the world. It is used for soups, Sauces, smoking of food, And in the pastry for cakes, Cremes and ice cream.

Special soil is not necessary, but the climate. The best tea bushes are located 2000 meter above Sea level. On mountain sides which are covered in clouds. Lot of change between sunshine and Clouds are perfect, which is good for air moisture And prolongs the growing process. Fruit and herb teas becoming more and more Popular, like mint, chamomile, rose hip, ginseng, Apple, mixed herb etc.

Keemun: Black tea from China, good with food Scented Orange Pekoe: Finest grade of Indian tea, rarely used in blends. Lapsang Souchong: Black Chinese tea, rich smoky taste, needs slow Brewing, best without lemon or milk. Jasmine: Green tea from China, scented with dried jasmine Blossoms, never with milk. Hibiscus Made from hibiscus flowers, brew is red, tart And fruity, it has no tannin.

PREPARED BY:

Boonchong Sritawee

Position:

Signature:

Restaurant Manager

Date: 23.03.05

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 2 of 10

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 2.01 DEPARTMENT : Restaurant TASK: Tea JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Agronomy Tea is obtained from the leaves of the plant 'Camelia Sinesis' or 'Thea Sinesis' which flourishes on the countries with heavy rainfall. The plant is an evergreen tropical bush with stiff shiny and pointed green leaves. The plant is ready to yield leaves after about 3 years of growth. The plant may yield for 25 to 50 years depending on the growing conditions. First the tea plant is grown in nurseries either from the seeds the shoot or the leaf itself. It is then planted in rows in rich fertile soil. The shrubs are kept down to a convenient height for plucking by constant pruning; this is known as table top. Leaves are hand plucked from new shoots and about 6000 leaves make about a pound of tea. One bush is capable of providing several grades of tea at the same time although in most cases only the bud and the first two leaves of the plant are picked providing the finest tea. When more leaves are plucked it is known as coarse plucking. Constitution: The important constituents that affect the quality of the brew are; caffeine for it's stimulating effect, tannins and related compounds that affect the body and colour, and essential oils that provide flavour. Tea contains 1.5% to 3.0% of caffeine, and tannins in the form of poly phenolic compounds. Tea also contains minute quantities of vitamin B (Riboflavin).The high intake of water along with tea increases the nutritional intake of tea. Processing &Harvesting; During harvesting the leaves are piled over each other which causes dampness that causes bacterial reaction. This bacterial reaction destroys part of the tannic acid present and also reduces the starch and sugar content to a negligible amount. After this first step leaves are processed in different ways to produce various qualities of tea from the same leaf. The three major classes of tea would include; (a) Black tea: The processing would include the following steps, -Plucking of leaves, wherein only the bud and the first two leaves are plucked for the finest quality. Lower qualities might be made out of the other leaves. -Withering the leaves to soften them and to partially dry them . -Passing of the withered leaves under rollers to rupture the cell walls and release the enzymes and juices which encourages the absorption of oxygen. -Fermenting the rolled leaves by exposing them to the air at about 27o C for a period of 4 to 5 hrs. -Drying the fermented leaves in ovens at about 93o C which inactivates the enzymes and reduces leaf moisture to about 4%. This drying step is known as firing. The fermentation process in case of black tea produces a varnish that coats the leaf. -Caramelized sugars are then added to the leaf to give color aroma and other characteristic flavours. -The leaves are then sifted to give "small/broken leaf" or "leaf" grades.

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05 Page 3 of 10

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 2.01 DEPARTMENT : Restaurant TASK: Tea JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

1.1 The Kinds of Japanese Teas Green Teas which are stopped fermentation by steaming.

1.1.1.1 SENCHA

The most popular type of Green Teas. About 85% of Japanese teas are SENCHA. In both quality and price SENCHA has a wide variety. High quality one is served only on special occasions. But average qualities are for everyday use.

1.1.1.2 GYOKURO

This is the vest Japanese Tea. It is a precious tea and it is served as a treat to visitors. GYOKURO means "the dew of jewels". GYOKURO has a stronger flavour and aroma with less bitterness than SENCHA. This is because when the buds are about to come out, the teas bushes are shaded.

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STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 2.01 DEPARTMENT : Restaurant TASK: Tea JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

1.1.1.3 MACCHA This tea is known for using in the TEA CEREMONY. This is a type of tea ground to a fine powder. To make MACCHA tea is mixed in hot water with bamboo whisk.

BANCHA This is understood as a lowest grade of TEA. But some BANCHA is very nice as a different meaning. It has a very simple taste, so it is pleased to drink after meals or to drink when thirsty.

1.1.1.4 HOUJICHA This is a roasted BANCHA. It has a brown colour and unique toasted flavour, and light golden beer colour when steeped. It is also pleased to drink after meals or when thirsty. The way to serve HOUJICHA is same as BANCHA. 1.1.1.5

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STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 2.01 TASK: Tea EQUIPMENT NEEDED: HOW TO DO IT

WHY

1.1.1.5 HOUJICHA

This is a roasted BANCHA It has a brown colour and unique toasted flavour, and light golden beer colour when steeped. It is also pleased to drink after meals or when thirsty. The way to serve HOUJICHA is same as BANCHA.

1.1.1.6 MECHA

It is tea buds selected while refining SENCHA or GYOKURO. It has strong flavour and taste. It is better than coffee when standing sleepy

1.1.1.7 KUKICHA It is tea stems also selected while refining. It taste light and has fresh flavour. It is also for everyday use.

GENMAICHA It is a mixture of BANCHA and popped GENMAI (hulled rice kernels). It makes a light brown tea with a savoury flavour. It is also everyday use PREPARED BY: Position: Restaurant Manager

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STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 2.01 DEPARTMENT : Restaurant TASK: Tea JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT . Oolong tea: The procedure of preparation of oolong tea is similar to that of black tea till the fermentation stage. Oolong tea is partially fermented and produced generally in China. Fermentation is checked soon after it has begun to develop, after which the tea is alternately rolled and fired. It is then sent to a factory where it is once again fired before it is packed. Unlike other teas only one grade of Oolong tea is made which is considered to be of a very high quality. The colour is copper black with a mild flavour between black and green tea. Green tea: Here the leaves left to wither as soon as plucked until no moisture is left. The whole leaves are then steamed and rolled, resulting in green grey balls. By processing whole the leaves are able to retain their enzymes that prevent them from losing their flavour. The result is a pale yellow green tea with a distinct unusual flavour. The name gunpowder green was given by the British colonists in China who named it for it's likeness in color and form to that of lead ball shot. Classification and grading of tea: Green

Oolong

Black

Mate(hollybush)

Gunpowdergreen Formosa oolong peach blossom Taiwan oolong(fruity flavour) Whole leaf

Brokenleaf Instant broken leaf Fannings Dust

Flowery orange pekoe

Orange pekoe

Pekoe

Size and appearance are the main criteria. The two main grades are; whole leaf and broken leaf which are generally used for black teas and are further sub divided.  The terms Pekoe and flowery pekoe describe teas containing only the finest tea buds  Orange Pekoe consists of the leaves directly under the bud. By Pekoe we understand the leaves that have come from the second or third leaves below the bud.  Sauchong first comes from the third leaf below the leaf bud.It comes from the third leaf when it is long and coarse.  Sauchong are other large leaves. So we see that Orange pekoe is not really a grade, but rather a type of leaf. GRADES OF BLACK TEA There are more than 3,000 varieties of tea. They take their names from the districts in which they grow. Leaf Grades After the broken grades have been sifted out, what remains are the large leaves. In brewing, flavor and color come out of leaf grades more slowly than out of broken grades. Leaf grades are popular in continental Europe and in South America. There are three kinds: Orange pekoe has long, thin, wiry leaves that sometimes contain bud leaf. They make a light- or pale-colored liquid. Orange pekoe is simply a size; the term does not indicate flavor or quality.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2.01 DEPARTMENT : Restaurant TASK: Tea JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Pekoe has shorter leaves than orange pekoe, and they are not as wiry. The liquid generally has more color. Souchong has round leaves that make a pale liquid. Broken Grades The smaller, broken leaves of the broken grades make up about 80 percent of the total crop. They make a darker, stronger tea than leaf grades and are the only kind used in tea bags. Broken orange pekoe is much smaller than the leaf grades. It usually contains bud leaf, the mainstay of a blend. Broken pekoe is slightly larger than broken orange pekoe with somewhat less color. It is useful as filler in a blend. Fannings : Is much smaller than broken pekoe Souchong. Its main virtues are quick brewing and good color. Dust is the smallest grade, useful for a quick-brewing, strong cup of tea. It is only used in blends of similar-size leaf, generally for catering purposes. GREEN TEA AND OOLONG These teas are not graded into leaf sizes. Oolong, a Chinese word meaning "black dragon," is a partly fermented, greenish-brown tea. Hyson is a green tea with leaves rolled or twisted lengthwise. The early crop is young hyson. Gunpowder is a green tea with leaves rolled into small round pellets. Some common terms used while grading teas. Tippy: Tip of tea leaves intact. Golden: indicates golden brown tips. Flowery: A particularly flowery aroma. Orange Pekoe: Particularly tender leaves. Leaf tea: Special fine tippy golden flowery orange pekoe. Fine tippy golden flowery orange pekoe. Tippy golden flowery orange pekoe. Golden flowery orange pekoe. Flowery orange pekoe. Orange pekoe. Broken tea: Broken pekoe sauchong. Tippy golden flowery broken orange pekoe. Golden flowery broken orange pekoe. Flowery broken orange pekoe. Broken orange pekoe. Fannings broken orange pekoe.(not a fanning)

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2.01 DEPARTMENT : Restaurant TASK: Tea JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Fanning: Broken orange pekoe fanning. Tippy golden flowery orange fanning. Golden flowery orange fanning. Flowery orange fanning. Orange fanning. Pekoe fanning. Teas can also be classified region wise. Chinese teas: Chinese green tea: Most familiar as the tea served in Chinese restaurants. These are all mild and have a pleasant fruity flavour.Eg: Gunpowder green. Chinese oolong tea: In general they are stronger than green teas but milder than black teas. Eg: Keemun: a delicate and aromatic tea from north China low in tannins with a deep rich flavour. Lapsang Sauchang: A large leaf tea that is rich and full bodied. This has a very distinctive but tarry smoky flavour. Yunnan western: A tea containing high proportion of the youngest leaves, this has a sweet taste & a light golden color. Indian teas: All teas produced in India are usually black teas. Assam: One of the classic Indian teas is grown in the Brahmaputra valley in North-East India.The taste is strong and malty. The best of Assam tea contain the tips(buds) and is known as "Tippy Assam". Darjeeling tea: Noted for it's distinctive delicate flavour. The small broken leaf produces a light golden drink with a subtle flavour. Bushes from the foot of the Himalayas produce tea with a muscatel flavour of grapes. The most important variety is Darjeeling broken orange pekoe, which is sometimes called the "champagne of tea". Ceylon teas: Tea produced in SriLanka are all black teas. Dimbula: Grown at altitudes of 2km above sea level. Like most Ceylon tea it has rich color and flavour. Orange pekoe and broken orange pekoe are the usual tea grades. Kandy: It has a full bodied quality and strength appealing to those who especially like a robust brew

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff

TASK #: 2.01 TASK: Tea EQUIPMENT NEEDED: HOW TO DO IT

Japanese tea: These are quite different from Chinese teas: Sencha: These Long green leaves make a bright, light easy to drink tea, that is good for drinking. Sencha Brancha: Combination of tea and rice that results in a nutty flavour. Flavoured teas; In addition to various types of teas, there is also a wide range of flavoured teas, flavoured with essences, oils, fruits, etc. The Chinese pioneered the flavouring of tea. The flowers are dried with the tea so that the delicate flavour permeates through. Fruit and flower teas are best appreciated on their own, without milk, lemon and sometimes even sugar. Jasmine tea: Traditionally served in dim-sum dishes. This is a classic Chinese tea. It is a green tea, exotically scented with the addition of real jasmine flowers. Rose pauchang tea: Made by interspersing flower petals with tea leaves during drying. Makes a pale soothing tea. Rose Conyon is another rose scented tea. Crysanthemum: Medium strength black China tea, blended with Crysanthemum leaves. Orchid tea: This is obtained by blending a semi-fermented Oolong tea with crushed Orchid flowers. It is considered to be the tea of connoisseurs. Lychee tea: It is blended by the husks of the lychee fruit. Yerba Mate and Other "Teas" Almost any hot drink that is not coffee or chocolate may be called tea nowadays. The leaves of several other kinds of plants are used to brew drinks. Yerba mate, or Paraguay tea, is made from the leaves of a species of holly found in Brazil and Paraguay. The Indians of North Carolina prepared a tea called yaupon from the leaves of another hollylike tree or shrub. In Peru and Bolivia there is a tea made from the dried leaves of the cacao tree. Trinidad tea is made from the leaves of the pimento, or allspice, tree. On the American frontier every family was familiar with sassafras tea. It was made from the aromatic roots and bark of the sassafras tree. There is today a great variety of herbal teas made from a number of different plants. Some of them are considered to be healthful, with perhaps medicinal effects

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2.01 DEPARTMENT : Restaurant TASK: Tea JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Blending of teas: Teas are blended by mixing the leaves in a machine consisting of a revolving drum fitted with veins. Satisfactory blending requires about 16 revolutions. The drums are half-filled with leaves, ranging in weight from 300 pounds (136 kilograms) to 5,000 pounds (2,265 kilograms), depending on the size of the machine. Teas are blended by mixing the leaves in a machine consisting of a revolving drum fitted with veins. Satisfactory blending requires about 16 revolutions. The drums are half-filled with leaves, ranging in weight from 300 pounds (136 kilograms) to 5,000 pounds (2,265 kilograms), depending on the size of the machine. Tea Innovations At the fair was the young Englishman Richard Blechynden, who represented the tea interests of India and Ceylon (now Sri Lanka). It was his job to popularize tea drinking in the United States. The weather that summer turned quite hot, and Blechynden watched as people passed by his booth to others that were serving cold drinks. In desperation he filled tall glasses with ice and poured hot tea over it. Iced tea was an immediate success. The invention of tea bags happened at about the same time. Thomas Sullivan of New York City owned a tea and coffee business. In sending samples of tea to customers, he decided it would be cheaper to sew the tea inside small cloth bags instead of sealing it in tins. To his surprise, orders for the tea bags poured in. In the United States tea bags are now made of a special filter paper, and the manufacturing and packing of them has become an industry in itself. Instant, or powdered, tea has become common on grocery shelves along with bulk and bag teas. Green tea powders and soluble tea extracts have been used in Japan for many years. Instant teas offer greater convenience than ordinary leaf tea; they are easy to prepare and leave no leaf sediment. Instant tea powder may be produced by evaporating already prepared tea until a dry powder remains. Another method evaporates tea directly from a fermented leaf at a low temperature. Instant tea: The manufacture of instant tea is in several ways like that of instant coffee. However the state of technology is not as advanced as in the state of coffee. Instant tea processing begins with the extraction of the selected tea blend. Generally black tea type is used, one chosen for reddish color relative freedom from haze and strong flavour when brewed. About ten parts of water are combined with one part of tea leaves by weight in extractors and extraction is carried out between 60oC and 100oC for about ten minutes. The final extract contains about 4% solids which accounts for about 85% of the soluble solids in the leaves. This dilute extract is concentrated for more efficient dehydration; just before concentration, aromatics are distilled from the extract with specially designed flavour recovery equipment. The dramatized extract is then concentrated in low temperature evaporators to between 25% to 55% solids for subsequent drying. Instant tea is primarily dried in spray driers and low temperature vacuum driers. Freeze dried tea offers more advantages.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To understand and learn about one of the most popular drinks for most Ethnic groups.

TASK #: 2.02 TASK: Coffee EQUIPMENT NEEDED: HOW TO DO IT

WHY

The origin of coffee is the province “Kaffa” in Ethiopia. From there it spread to Arabia and the Middle East. In 1615, coffee reached Turkey and afterwards all over Europe. 1699 Dutch seaman planted coffee in Indonesia and from there. Production moved to India, Ceylon/Sri Lanka, America And Guyana. Fruit: There are 80 different coffee trees. Two of them are very important: 2 Coffea Arabica and Coffea Robusta 2/3 of the world production is Arabica Coffee. The quality is very good. The color is blue/green after washed Coffee Robusta is more robust , the color is Light brown to green. It is of medium quality and ¼ of the world production. The most important production sites are: Central America: Mexico, Guatemala, Cuba, Haiti, Costa Rica, El Salvador, Honduras, Nicaragua South America: Brazil, Venezuela, Columbia, Ecuador, Peru Bolivia, Africa: Guinea, Ivory coast, Ghana, Nigeria, Cameroon, Gabun, Angola, Zaire, Tansania, Uganda, Kenia, Ethiopia, Jemen, Madagascar The most famous coffee recipes are from Italy. Espresso, Cappuccino, Café Latte, Café Kirsch It is used instant, decaffeinated and is used In the pastry production.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 2.03 TASK: Method Champenoise EQUIPMENT NEEDED: HOW TO DO IT

The traditional Methode Champenoise used in making Grandin Sparkling Wine is a process strictly controlled by French law. The words Methode Champenoise” Cannot be used on a bottle of French sparkling wine, Unless the stipulated procedure is followed:

Grandin – Method Champenoise

1. The grapes are pressed and the juice must be used for fermentation to make still wine, this is traditionally a white wine without carbonation. 2. The still wine is bottled and to each bottle the “dosage”, a small amount of unfermented must and yeast is added. The bottle is corked and the dosage causes the wine to ferment again in the bottle. The bottles are stacked lying down for 8-12 months during the second fermentation. 3. A by-product of the fermentation is carbon dioxide Gas which cannot escape from the sealed bottle and goes into the solution with the wine. 4. Another by-product is sediment. It is removed by stacking the bottles upside down and turning them by a quarter every few days until the sediment reaches the cap, this turning process is called “riddling”. 5. The neck and cap are dipped into a solution, which freezes the sediment into a plug. The plug is “discorged” and the bottle is topped off with a little finished sparkling wine and finally corked. This process is required by French law to take a minimum of 9 months; Grandin takes a total of 12 months

WHY To give the correct Explanation and detailed Guidance about Champagne

Grandin started making Sparkling Wine with his Invented and approved Methode Champenoise in 1886. and is still made that way till today. Blind tastings were conducted by Arthur D. Little Company among 400 sparkling wine drinkers in New York, Chicago and Los Angeles. The results were impressive: Grandin was preferred over leading Spanish Methode Champenoise ( Freixenet & Cordoniu ) Importing wine category leaders. Grandin was preferred over Moet Chandon, theiImporting Champagne category leader. Grandin was at parity with Korbel, a leading producer of U.S. Methode Champenoise PREPARED BY:

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 2.04 TASK: Alcohol Contend Of Wine EQUIPMENT NEEDED: HOW TO DO IT

WHY

To learn about the alcohol Contend in wine

                         

PREPARED BY:

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Signature:

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German Kabinett French vin de table German Beerenauslese German Qualitaetswein German Auslese Beaujolais Bordeaux Cru Classe Red Bordeaux Chablis Premier Cru Beaune Alsace Riesling California Chardonnay Muscadet Montrachet Chianti California Zinfandel Chambertin Rioja Reserva Chateauneuf – du Pape Australian Shiraz Barolo Sauternes Chateau d‟Yquem Fino Sherry Oloroso Sherry Vintage Port

8.0 – 9.0 9.0 – 12.0 9.0 – 14.0 10.0 – 12.0 10.0 – 10.5 10.0 – 13.5 10.5 – 13.0 11.0 – 12.0 11.0 – 13.0 11.0 – 13.5 11.5 – 13.5 11.5 – 14.5 12.0 12.0 – 13.5 12.0 – 13.0 12.5 – 16.0 12.5 – 13.0 12.5 – 13.0 12.5 – 12.5 12.5 – 14.5 13.0 – 14.0 13.0 – 15.0 13.5 – 15.0 15.0 – 16.0 18.0 – 20. 19.0 – 20.0

The correct suggestion as per the guest‟s request

Date: 23.03.05

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To learn about the various white grapes, grown nowadays on the vineyards Around the world

TASK #: 2.05 TASK: The White Grapes EQUIPMENT NEEDED: HOW TO DO IT

 Chardonnay The worlds most popular and widely planted premium white Grape variety and the one whose name has become almost a Synonym for dry white wine, is surprisingly hard to define. The flavour of any example will depend enormously on the climate, soil and the particular type of clone. Burgundy the best California examples (Kistler, Peter Michael, Sonoma Cutter ), taste of butter and hazelnuts, lesser New World efforts are often sweet and simple and often very melony ( a flavour which comes from the clone ). Australians range from subtle buttery pineapple to oaky tropical fruit juice. Petaluma, Giaconda, Coldstream Hills and Leeuwin show how it can be done. New Zealand‟s efforts are tropical, too, But lighter and fresher ( Te Mata, Cloudy Bay ) Elsewhere Chile is beginning to hit the mark, as in South Africa & Jordan. In Europe, look around southern France ( James Herrick ), Italy ( Gaja ), Spain, and Easter Europe, but beware of watery cheaper versions.  Chenin Blanc Loire variety with naturally high acidity that makes it ideal for fresh sparkling, dry and luscious honeyed wines, also raw staff like unripe apples. Most California Chenins are semi – sweet and ordinary South Africans call it “Steen” and use it for cheap, dry and luscious sweet wines. There are few good Australians ( Moondah Brook ) or New Zealanders( Milton)

WHY To give proper guidance and suggestions for choosing the right wine For selection as preference given.

 Gewuerztraminer Outrageous, oily-textured staff that smells of parma violets and tastes of lychee fruit. At its best in Alsace ( Zind Humbrecht, Leon Beyer, Schlumberger, Fallet ) where identically labeled bottles can vary greatly in their level of Sweetness. Wines that guarantee luscious sweetness will be labeled as either Vendange Tardive or the intensely sweet – Selection de Grains Nobles. Try examples from Germany, Chile, New Zealand and Italy too.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2 .05 DEPARTMENT : Restaurant TASK: The White Grapes JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

 Gruener Veltliner Fast rising star, helped by the success of Austrian examples in tasting with white Burgund. Fleshy limey &capable of ageing  Marsanne A classic, flowery, lemony variety used in the Rhone in Hermitage, Australia (Chateau Tahblik & Mitchelton ) Southern France from Mas de daumas Gassac, Switzerland from Provins and innovative wines from California. At its Best, young or after 5 – 6 years.  Muscat The only variety whose wines actually taste as they are made of grapes, rather than some other kind of fruit or Vegetable. In Alsace, southern France and northeast Italy it is used to make dry wines. Generally though it Performs best as sparkling wine ( Moscatos and Astis from Italy and Clairette de Die Tradition from France ) and as sweet fortified wine. Look out for Beaume de Venise and Rivesaltes in southern France, Moscatel de Setubal in Portugal, Moscatel de Valencia in Spain and Liqueur Muscat in Australia.  Pinot Blanc / Pinot Blanco As rich as Chardonnay, but with less fruit. At its worst When over-cropped, it makes neutral wine. At its best However ( also in Alsace ) it can develop a lovely Cashew nut flavor. When well handled it can also do well in Italy, where it is known as Pinot Biancho ( Jermann ) and in Germany, especially in Baden where it is called Grauer Burgunder. Look out for examples from Oregon ( Eyrie ), California and New Zealand.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 2.05 TASK: The White Grapes EQUIPMENT NEEDED: HOW TO DO IT

WHY

 Viognier A cult grape , Viognier was once only found in Condrieu And Chateau Grillet in the Rhone, where small numbers Of good examples showed off its extraordinary perfumed, Peach-blossomy character, albeit at a high price. Today however it has been widely introduced to the Ardeche, Languedoc-Roussillon and California and made with loving care. ( and often over-generous exposure in Oak barrels ). In Eastern Europe, Argentina and particularly Australia ( where Yalumba makes several Good examples ) While examples of affordable Viognier are welcome, most lower-priced efforts are disappointing, because this Is a variety that performs poorly when asked to produce too much wine per acre. Clones of this grape vary widely too.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To learn about the various red grapes, grown nowadays on the vineyards around the world.

PREPARED BY: Position:

TASK #: 2.06 TASK: The Red Grapes EQUIPMENT NEEDED: HOW TO DO IT

WHY



Barberra A widely planted, wild-berryish Italian variety, at its best in Piedmont, where it is increasingly successful in blends with Nebbiolo and Cabernet. Also good in Argentina, California and Australia.



Cabernet Sauvignon King of the Medoc and Graves ( in blends with Merlot ) and top reds from the New World, especially California, Chile and Australia. Eastern Europe and southern France ( Vin de pays ) have good value examples, and Spain is rapidly climbing aboard ( in the Penedes and Navarra ).The hallmark to look for is blackcurrant, though unripe versions taste like weeds and bell peppers. There are also great Italian Cabernets. Good New World Cabernets can smell and taste like fresh mint, but like the best Bordeaux, develop a rich, leathery “cigar box” charcter.



Carmenere A peppery-berryish grape once grown in Bordeaux And now almost only found in Chile and Italy. ( Ca del Bosco )



Grenache / Garnacha Freshly ground black pepper is the distinguishing flavour here, sometimes with the fruity tang of sweets. At home in Cotes du Rhone and Chateauneuf-du-Pape, it is also used in Spain ( as Garnacha ) in blends with Tempranillo. There are good “bush” examples from Australia.



Malbec Another peppery Bordeaux refugee, used in France ( for Cahors ) the Loire and Italy where it generally produces dull stuff. It shines however in Argentina and is finding a new home in Chile and Australia.



Nebbiolo / Spanna The red wine grape of Barolo and Barbaresco in Piedmont now, thanks to modern winemaking, Increasingly reveals a lovely cherry and rosepetal Character, often with the sweet vanilla of new oak Casks. Lesser examples for earlier drinking tend to be labeled as “Spanna”. Boonchong Sritawee APPROVED BY: Stefan Schmid Signature:

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2.06 DEPARTMENT : Restaurant TASK: The Red Grapes JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

PREPARED BY: Position: Restaurant Manager



Merlot The most widely planted variety in Bordeaux and the subject of (enthusiastic over - ) planting in California. In Bordeaux, where in some vintages it performs better than Cabernet Sauvignon, it is at its best in Pomerol, where wines can taste of ripe plums and spice, and in St. Emilion, where the least successful wines show the Merlot‟s less lovable dull and earthy character. Wherever it is made, the naturally thinskinned Merlot should produce softer, less tannic wines than Cabernet Sauvignon ( though some California examples seem to contradict this )



Pinot Noir The wild-rapherryish, plumy and liquoricey grape of red burgundy is also a major component of white and pink Champagne. It makes red and pink Sancerre, as well as light reds in Alsace and Germany (where it Is called “Spaetburgunder” ). Italy makes a few good Examples but for the best modern efforts look to California, Oregon, Australia, Chile, South Africa and especially New Zealand (Martinborough , Felton Road ).



Pinotage Almost restricted to South Africa, this cross between Pinot Noir and Cinsaut can - though rarely and only in the hands, such as Kanonkop make berryish young wines that may develop rich gamey-spicy flavours . Poorer examples can be dull and “muddy”.



Sangiovese The grape of Chianti, Brunello di Montalcino and a host of popular IGT wines in Italy, not to mention “ new wave” Italian-style wines in California and Argentina. The recognizable flavour is sweet tobacco, wild herbs and berries.

Boonchong Sritawee Signature: Date: 23.03.05

WHY

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

PREPARED BY: Position: Restaurant Manager

TASK #: 2.06 TASK: The Red Grapes EQUIPMENT NEEDED: HOW TO DO IT



Syrah / Shiraz The spicy, brambly grape of the Northern Rhone ( Hermittage, Cornas etc. ) and the best reds of Australia ( Henschke Hill of grace and Penfolds Grange ) where it is also blended with Cabernet Sauvignon ( just as it was once in Bordeaux ). Marquis de Grinon has a great Spanish example And Isole e Olena makes a fine one in Tuscany. Increasingly successful in California and Washinton State and finally in South Africa. Surprisingly Good too, in both Switzerland and New Zealand.



Tempranillo Known under all kind of names around Spain , including Cencibel in Navarra and Tinto del Pais in Ribeira del Duero and Tinta Roritz in Portugal, the grape gives Spanish reds their recognizable strawberry character. Often blended with Garnacha, it works well with Cabernet Sauvignon. So far little is used in the New World, but watch out for examples from Argentina and Australia.



Zinfandel Until recently thought of as California‟s “own” Variety, but now proved (by DNA tests) to be the same variety as the Primitivo in southern Italy. In California it makes rich, spicy, blueberryish reds ( see Turley and Ridge Vineyards ), “ports” and often with a little help from sweet Muscat , sweet pink “ White Zinfandel “. Outside California, Cape Mentelle makes a good example in Western Australia.

Boonchong Sritawee Signature: Date: 23.03.05

WHY

APPROVED BY:

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Position: Director of Food & Beverage

Signature: Date: 23.03.05

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO A wine tasting to be arranged and the necessary guidance provided. An ideal tasting glass is About 6 in ( 152 mm ) High and would hold 7 fl oz. ( 215 ml ). For tasting purposes it is Usually filled only to about 1/5 of the capacity. The tall funnel shape is designed to capture aroma Or bouquet, for the taster‟s nose.

It needs a long enough stem to keep the hand away from the bowl. Professional tasters often hold the glass by its foot. The thinner the glass, within reason, the better. Wine is tasted vividly from thin glass.

TASK #: 2.07 TASK: Tasting Wine EQUIPMENT NEEDED: HOW TO DO IT

WHY



The secret of getting maximum pleasure out of wine is to remember that we smell tastes:

Proper arrangements and explanations are given



It is our noses and the nerves high in the brain Behind the nasal cavity that distinguish nuances Of flavour – not our tongues, lips or palates.

Wine glasses are clean and polished



The mouth detects what is sweet, sour, salty, Bitter, burning, oily or astringent.

The labels of the bottles are clearly visible



But the colour and character of a flavour lie in its volatile compounds, which need the nose to apprehend them. Thus the procedure for tasting wine pivots around the moment of inhalation;

A judgment form to tick off each section is handed out



The first sniff is crucial, since the sense of smell Rapidly wearies.

The sommelier or waiter to be professional

See  The look of a wine can tell a lot. Assuming it isn‟t cloudy (if it is, sent it back ), it will reveal its age and hint at the grape and origin.  Tilt the glass away from you and take a first and Careful look at the precise colour, clarity and visual texture of the wine.  Do this over a piece of white paper and look at the rim of the liquid.  The more watery and brown it is, the older the wine.

Swirl  Vigorously swirl the wine around the glass for a Moment to release any reluctant smells.  Then continue to swirl the wine to volatize its aroma while you concentrate.  The glass should only filled about a fifth of its capacity

PREPARED BY: Position: Restaurant Manager

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Vertical & Horizontal Tastings of the same Wine from different Vintages are known as “ vertical”. Those of different wines of the same Type in a single vintage are known As “horizontal”.

WHY

Sniff  You sniff a wine before tasting it for the same reason you sniff a carton of milk before pouring its content into coffee.  The smell can tell you more about a wine than anything else.  When sniffing try to exclude all other thoughts and sniff.. First impressions are crucial and should trigger recognition.  When sniffing, take one long sniff or a few brief ones. Concentrate on whether the wine seems fresh and clean.  What are your first impressions, if the wine is fruity, which fruit does it remind you of. Is it spicy, herbaceous, sweet, dry, rich or lean?

Remember: The ideal conditions For a testing are rather unattractively Clinical; a clean, well lit place without the Suggestive power of Atmosphere, without the smell of wine barrels or distraction of friendly chatter – And above all without the chunks of cheese, ham, salami or bread.

TASK #: 2.07 TASK: Tasting Wine EQUIPMENT NEEDED: HOW TO DO IT

Sip 

 





Take a generous sip, a third of a mouthful, suck air between your teeth and through the liquid and “Chew” it so it reaches all parts of your mouth. Hold the wine in your mouth for a little longer to release as much flavour as possible Focus on the flavour, same impressions as before, is there just one flavour, or do several contribute to a “complex” overall effect? Now concentrate on the texture of the wine, some like Chardonnay are mouth-coatingly buttery, while others – like Gewuerztraminer are almost oily. Muscadet is a good example with a texture that is closer to water. The final judgment comes when the volatile compounds rise into the upper nasal cavity. Spit



The only reason to spit a wine out – unless it is actively repellent – is to remain upright at the end of a lengthy tasting.  On the other hand, if what you want is the taste, swallowing is an indulgence; you should have 90 % of the flavour while the wine was in your mouth. Some tasters swallow a few drops to exercise the texture as the wine passes down the throat.  Pause for a moment after spitting, is the flavour still there ?

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Position: Restaurant Manager

Signature:

Position: Director of Food & Beverage

Signature:

Date: 23.03.05

Date: 23.03.05

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2.08 DEPARTMENT : Restaurant TASK: Decanting Wine JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

Decanting wine

There is much debate about whether and when to decant wine; whether “breathing” is a good thing or not.

WHY To give the correct service and detailed step-by-step Demonstration.

Vigorous young vintages ( at 10 years, a poor 4-5 years ) Like Red Bordeaux, Cabernets, Red Rhones, Barolo and Barbaresco., Heavy Zinfandels, Australian Shiraz, Portuguese Reds and other similar tannic wines, decant at Least on hour before drinking and experiment with Periods of up to 6 hours. “Young” red burgundy, Pinot Noirs and Spanish wines decant just before serving

1. Wine for decanting needs to be held in apposition near to horizontal as possible. The purpose of a wine basket is to hold a bottle in This position, while it is being opened prior to Decanting it. It should never be used for pouring Wine at the table 2. The corkscrew being used mostly is the Screw pull, which draws the cork up into itself With almost infallible ease. The worm is TeflonCoated, which means the cork can be drawn in a Single, screwing action. 3. Now pour the wine into the decanter in one Continuous movement, holding the bottleneck Over candle light, so that you can watch the Sediment . As soon as it approaches the neck, Stop pouring. 4. A special silver funnel has been devised which Has a perforated strainer in the base and a spout Curved sideways to prevent the wine from Splashing down the neck of the decanter

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

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Signature: Date: 23.03.05

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Wine temperature

TASK #: 2.09 TASK: The Temperature For Serving Wine EQUIPMENT NEEDED: HOW TO DO IT WHY

Domestic fridge temperature

Sweet Whites

         

Gros Plant, Muscats, Retsina 4 - 6º C Light Muscats 4 - 7º C Aligote 4.5 - 6.5º C Sparkling Wine, Sekt, Cava etc. 4.5 - 7.5º C Tokaji 5 - 6º C Eiswein, Vinho Verde 5 - 7º C Sauternes 5 - 7.5º C Sweet Loire Chenin Blancs 5 - 8º C Gewuerztraminer 5.5 - 8º C Muscadet, Frascati, Orvieto, Sancerre Pouilly, Sylvaner 6 - 8º C

Dry Whites

  

Johannisberg Riesling Non Vintage Champagne Fendant, Lambrusco, Barossa Riesling, South African Chenin Blanc, Yugoslav Riesling NZ Sauvignon Alsace Riesling Chardonnay, Vin Rose Chablis, Macon, Bordeaux Blanc Best Champagne, Fino Sherry German and Austrian Wines Soave, Verdicchio Beaujolais Nouveau California Sauvignon Blanc Amontillado, Montilla, Vin Jaune Hungarian & best German Whites Liqueur Muscats Best White Burgundies & Graves Best Sweet German Wines, Cream Sherry, Old Hunter Valley Whites Top Californian/Australian Chardonnays

  

    

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

The correct wine temperature To be served or according to Request.

6 - 9º C 6.2 - 8.8º C 7 - 9º C

7 - 9º C 7 - 9.5º C 7 - 10º C 8 - 10º C

8 - 10º C 9 - 11º C 9 - 11º C 10 - 12º C

12 - 14º C

10 - 13º C

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

Light Reds

    

Full Scale Reds

    

PREPARED BY: Position: Restaurant Manager

TASK #: 2.09 TASK: The Temperature For Serving Wine EQUIPMENT NEEDED: HOW TO DO IT WHY

Chinon, Tawny Port, Dole Valpolicella, Valdepenas Cotes Du Rhone ( Red ), Barbera Midi Reds Corbieres, etc, Madeira Fiasco Chianti, Sicilian Reds “Bull‟s” Blood, Light Zinfandels

10 - 12º C 12 - 14º C 12 - 14º C 12 - 14º C 12 - 14º C

Red Bordeaux, Cahors, Madiran 14 - 16º C Californian/Australian/Oregon 14 - 18º C Pinot Noir Red Burgundy, Top Red Rhone 14.5 - 17º C Bandol 15 - 17º C Vintage Port, Fine Red Bordeaux 16 - 18º C Best California Cabernets & Zinfandel Top Australian Cabernet/Shiraz

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY:

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Position: Director of Food & Beverage

Signature: Date: 23.03.05

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Examples are: Most branded “jug” whites: Entre-DeuxMers, Gaillac, Muscadet Swiss whites such as: Fendant Italian whites such as : Soave, Verdicchio, Orvieto Secco, Frascati, Pinot Bianco & Pinot Grigio Most Spanish & Portuguese whites European Welschrieslings Many Chenin Blancs and South African Sauvignon Blanc Examples are: German Qualitaetswein, Most Kabinetts and some Spaetlese Light French Sauvignons From Bergerac and Touraine, Savoie whites ( Crepy, Apremont )



TASK #: 2.10 TASK: The Ten Basic Wine Styles - White EQUIPMENT NEEDED: HOW TO DO IT

Dry white wines of neutral, simple winey flavor Among the cheapest wines, generally useful but too Plain to be exciting, or to be particularly pleasant as aperitifs without the addition of extra flavor (such as black currant or grenadine syrup)



WHY

The correct wine to be served according to the guest preference

These wines are better with simple food, Especially with strong-flavoured or highly Seasoned dishes as hors d‟oeuvres, antipasto, Fish stew, mussels, herrings & mackerel, salad Nicoise, red mullet, grilled sardines, terrines and Sausages, curries & Chinese foods ( both of These are better with a little sweetness in the Wine, like Australian Chardonnay or a Pinot Gris from Alsace.

Wine glasses are clean and polished

All should be served very well chilled at : About 8º C.

The sommelier or waiter to be professional

Light, fresh, grapey white wine with fruity and Sometimes flowery aromas This is a category that has grown most in recent years at the expense of the dry whites. Modern techniques, especially cold fermentation, capture whatever flavour the grape has and add As little as possible. The very aromatic German-style grapes are nearly always in this or the sweet white wine category. All these wines make excellent aperitifs or refreshing betweenMeal or evening drinks, most of all in summer.

The label of the bottle of wine is visible

Portuguese Vinho Verde and Spanish Albarino. Certain California Chenin Blancs, Those with relatively high acidity are also good with many Australian Rieslings, first courses, but are dominated by seriously savory dishes and some New Zealand lack the substance to be satisfying throughout the meal. Sauvignons and English Suitable Mueller Thurgaus & Dishes to accompany them include: Seyal Blancs and Poached trout, crab salad, cold chicken; they need slightly less simpler Austrian chilling than the previous category. Gruener Veltiners. PREPARED BY: Boonchong Sritawee APPROVED BY: Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position: Restaurant Manager

Signature:

Position: Director of Food & Beverage

Date: 23.03.05

Signature: Date: 23.03.05 Page 2 of 3

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Examples are



TASK #: 2.10 TASK: The Ten Basic Wine Styles - White EQUIPMENT NEEDED: HOW TO DO IT

White wines with body & character, aromatic from certain grapes or with the bouquet or maturity

All good mature Chardonnays (e.g. white burgundies after two or more years, depending or Fine French dry whites all come into this category their quality ). Their equivalents High flavor often makes them taste rich even when from fully dry. California & Australia, Alsace Riesling, Without food, these wines can be to assertive, they Gewuerztraminer & Pinot Gris, Are best matched with a savory dish which is also Sancerre and Pouilly Fume & Rich in flavor and pale in colour, e.g. oysters, clam Savennieres from the Loire. Lobsters and prawns, smoked fish, frog legs, snails Exceptional Italian wines ( the Onion or leek tart, ballotines, prosciutto, salmon best of Frascati, Soave Classico Turbot and other rich fish in butter, sauce Verdicchio, Cortese di Gavi, Hollandaise or “monte” butter-cream sauces; as Mature Rioja, Manzanilla sherry Well scallops, poultry, sweetbreads and hard Swiss from Spain, Rulaender from Or German cheeses. Baden, Australian Semillons & dry Barossa & Coonawarra Wines only should be lightly chilled ( 10º C – 13º Rieslings with 3-4 years in C ). bottle. Examples are  Sweet white wines The finest natural sweet wines are produced by the Varying from delicately fruity and lightly sweet to Action of “ noble rot”. Overwhelmingly luscious, these wines are to be Sauternes and Barsac. As well Sipped slowly by themselves and are rarely the Beerenauslesen & improved by food. Trockenbeerenauslesen Very rich and highly flavoured desserts, however From Germany. Delicious, tend to fight sweet wines . Chocolate and Tokaji Aszu best with Foie coffee ones are fatal. The best choice is a French Gras, Sweet Muscats like those apple tart or raspherry tart / cake, crème light ones from Asti in Northern Brulee, fruity sponge cakes and simple desserts Italy. Heavier Muscats are made which are not to heavy. in Languedoc and Roussillon, France and Sicily, east coast of Sweet wines are usually drunk after meals, but in Spain, at Setubal in Portugal, in France often as aperitifs, too. Greece and Russia and best of all in northeast Victoria, They should be served at 4º C - 6º C Australia PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

WHY

Oriental Hospitality Consultants – OrientalHospitality.com Position: Restaurant Manager

Signature: Date: 23.03.05

Position: Director of Food & Beverage

Signature: Date: 23.03.05

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2.10 DEPARTMENT : Restaurant TASK: The Ten Basic Wine Styles - White JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Examples are: Roses divide broadly into two The correct wine  Rose Wines camps: the light, Purply-pink, to be served Roses are usually workhorse, compromise wines usually faintly sweet Loire style, of adequate quality, made by fermenting the juice according to the and the drier more orange-pink, guest preference of red grapes, very briefly with the skins, then stronger, and more sun-burnt separating it and making it like white wine. Provencal variety. Portuguese Wine glasses are carbonated fizzy roses and clean and The great exception is pink Champagne, which, Californian “blush” wines fit polished although generally made in the same way as still into the first category. Tavel rose ( before undergoing a second fermentation in from the Rhone most roses from the bottle, is very highly sought-after. Few things The label of the Spain and Italy are stronger and bottle of wine is are more delicious. drier. A third group are visible Vins gris, red-grape white wines Roses are best in summer with salads and on merely shaded with color, more The sommelier or picnics, and the Provencal style with oily and grey than pink; and a fourth, waiter to be garlicky or even oriental dishes . They have pelure d’oignon ( onion skin ), professional possibilities with such antipasti like artichokes, which are very pale orange – crudities, salami or taramasalata. brown. Both are made usually Pink wines need to be served really cold, colder very dry, the gris more fruity, than most whites. If this is difficult to arrange, the onion skin more alcoholic. choose a light Red wine instead. Examples are: Most branded “jug” whites: Entre-Deux-Mers, Gaillac, Muscadet Swiss whites such as: Fendant Italian whites such as : Soave, Verdicchio, Orvieto Secco, Frascati, Pinot Bianco & Pinot Grigio Most Spanish & Portuguese whites European Welschrieslings Many Chenin Blancs and South African Sauvignon Blanc



Dry white wines of neutral, simple winey flavor Among the cheapest wines, generally useful but too plain to be exciting, or to be particularly Pleasant as aperitifs without the addition of extra flavor (such as black currant or grenadine syrup) These wines are better with simple food, Especially with strong-flavoured or highly Seasoned dishes as hors d‟oeuvres, antipasto, Fish stew, mussels, herrings & mackerel, salad Nicoise, red mullet, grilled sardines, terrines and Sausages

Oriental Hospitality Consultants – OrientalHospitality.com PREPARED BY: Boonchong Sritawee APPROVED BY: Position: Restaurant Manager

Signature: Date: 23.03.05

Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

Page 1 of 3

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2.11 DEPARTMENT : Restaurant TASK: The Ten Basic Wine Styles - Red JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Examples are:



Italy‟s Valpolicella and Bardolino, Barbera and Dolcetto, and even Chianti, can be freshly fruity if they are caught Young enough. Fizzy red Lambrusco is a sort of Caricature of the style. Spain provides few examples, although Valdepenas has possibilities and no doubt Will be made fresher in the future. The heat of the vineyards in California, Australia, South Africa and South America have proved inimical to this style of wine. Light Zinfandels and Gamays From California sometimes achieve it.

Beaujolais is the archetype of a light red wine: Made to be drunk young, while it is still lively with fresh, grape flavor. Beaujolais Villages is a better, stronger and tastier selection. Simple young Bordeaux, burgundy and Rhone reds, Cabernet from Anjou and Mondeuse from Savoie should have the same appeal. Similar Wines are now made in the Midi ( Corbieres Minervois, Roussillon St-Chinian ) by the Beaujolais technique of carbonic Maceration and also of most of the popular red grape Varieties: light wines to drink young.

Examples are: Most inexpensive imports From southern, central and eastern Europe , North Africa, Argentina, Chile, South Africa and Australia are in the classes that follow.

Grapey young reds with individuality, not intended to mature

In its liveliness and vigour this is perhaps the safest and best All around class of red wine for mealtimes, appetizing with Anything from pate to fruit and often better than a more “serious” or old wine with strong cheese, in mouthfuls rather than sips. For the same reason it is the easiest red wine to drink without food. It is usually best served cool. Ideal dishes include: pates & terrines, (including those made from vegetable),quiches, salads, hamburgers, ham, grilled meats, cheese and soft fruits as raspberries, plums or peaches. 

Plain every day or “jug” reds These are unpretentious and anonymous blended wines with little body or flavor. French brands and country wines of Italy, Portugal or Spain, as well as California‟s “jug”reds, come into the category. Often a slight sweetness remains in the wine to disguise its lack of body. Like the “neutral” cheap whites, these are essentially wines for mealtimes, a healthy and stimulating accompaniment to almost Any homely food. They are always best served rather cool as drinks on their own there are improved by being iced and in summer ( as Sangria, with orange juice added ) and “mulled” On the stove with sugar and spices in winter. ( Gluehwein in Bavaria )

WHY The correct wine to be served according to the guest preference Wine glasses are clean and polished The label of the bottle of wine is visible The sommelier or waiter to be professional .

Oriental Hospitality Consultants – OrientalHospitality.com PREPARED BY: Boonchong Sritawee APPROVED BY: Position: Restaurant Manager

Signature: Date: 23.03.05

Position: Director of Food & Beverage

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Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Examples are:



TASK #: 2.11 TASK: The Ten Basic Wine Styles - Red EQUIPMENT NEEDED: HOW TO DO IT

Mature reds of light to medium strength and body

Apart from the French This category includes most of the world‟s finest wines they include thebest Red wines, epitomized by claret ( red Bordeaux ) of Rioja & Penedes from And most of the typical wines of Burgundy and the Spain, Chianti Riservas, Rhone, although some of the greatest fall into the Tuscans such as next glass, depending on the ripeness of the vintage. Tignanello, Carmignano & These wines need more care in serving than any Vene-Gazzu, Portuguese others, since they often throw a deposit in maturing. reds from Dao, Alentejo & Bairrada. They are wines for meat and game dishes with the Top California, Oregon best ingredients and moderate seasoning. Lamb, beef and Washington Cabernet Veal ( also sweetbreads and tongue ) chicken, duck, And Pinot Noirs. Partridge, grouse, pheasant are all ideal, although Coonawarra and some very gamey birds may need wines from the next Hunter Valley reds, Category. Only mild chesses should be served with Argentinian Malbec, These relatively delicate wines. Chilean Cabernet & Bordeaux They need to be served at a temperature of between Blends from New Zealand 15º C - 18º C to bring out their flavor. Examples are: California, Australia  Exceptionally concentrated, full flavored and And South Africa find it powerful reds, usually but not always needed to hard not to make such big mature. reds. In Europe this category depends more on the vintage Most of their best wines Than the producer. Wines that achieve this status are carefully restrained in Fairly regularly include Petrus in Pomerol, ripeness, but in California Chambertin and Corton in Burgundy, Hermittage and a number of wines Chateauneuf-du-Pape ( Cote-Rotie ) is often in the especially Zinfandel, are previous category. Exceptional Roussillons made to be larger than life. ( not for maturing ) Barolo and Barbaresco, Brunello Australia makes many di Montalcino, Recioto Amarone from Valpolicella, such wines, especially in Spanish Vega Sicilia, Pesquera and Priorato Victoria, Barossa and Portuguese Barca Velha, Dalmatian Posip and Southern Vales in South Postup. Australia. Top Shiraz such as Penfold‟s “Grange” and Well hung game and strong-flavored cheese are the Henschke‟s “Hill Of Obvious candidates for these wines, although those in

WHY

Oriental Hospitality Consultants – OrientalHospitality.com Grace” are good examples. the appropriate price bracket are also excellent For BBQ‟s and dinners.

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

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Signature: Date: 23.03.05 Page 3 of 3

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 2.11 DEPARTMENT : Restaurant TASK: The Ten Basic Wine Styles - Red JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

Oriental Hospitality Consultants – OrientalHospitality.com

Examples are: Other wines in this category include Spanish Malaga And Tarragona, Sicilian Marsala Cypriot Commandaria French vins doux naturels and a host of wines, usually with borrowed names in the New World.



Fortified Wines Wines whose natural strength is augmented with Added alcohol, either during the fermentation to Preserve the natural sweetness ( as in port ) Or after they have fermented to dryness as a preservative ( as in sherry ).

Since the role of these wines is largely determined By their sweetness, which is at their maker‟s discretion, all that can usefully be said is that dry versions ( whether of port, sherry, Madeira or their Equivalents are intended as aperitifs, while sweet Ones are used either before or after meals According to local taste and custom. The French, for example, prefer sweet aperitifs The Italian bitter ones, and the British who divide everything along class lines, some sweet and some dry. In all cases, small glasses are needed, because the alcohol strength is higher than that of table wine. Dry Sherry is always drunk with Tapas in Spain. It is one of the best wines for smoked eel and cuts the silky sweetness of fine Iberian ham. Old Oloroso sherry, whether dry or with added sweetness, is very good with cakes, nuts and raisins. Port, both vintage and tawny, is often drunk with Cheese. Madeira has a cake especially designed for it.

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY:

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Page 1 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant

TASK #: 3.01 TASK: Beverage Restaurant Service

Oriental Hospitality Consultants – OrientalHospitality.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Beverage pick up

Beverage service

PREPARED BY: Position: Restaurant Manager



The white and the yellow copies of the K.O.T. with the beverage order are given to the waiter.



The white copy is given to the bar to pick up the order and the Yellow copy is for the waiter to follow up



All beverage orders are to be served within five minutes except bottle wine and some of the fresh juices, e.g. Carrot, Apple



Beverages are picked up on a beverage tray from the bar



All beverages are served from the right hand side of the guest



The water goblet on the table is moved slightly to the left, to give room for the beverage order.



The glass is then placed where the water goblet was placed in the original set up (above the large knife)



Announce the order while serving, e.g. “Your orange juice, Mr. X”

Boonchong Sritawee Signature: Date: 23.03.05

WHY The guest to be served correctly, what was ordered in a timely manner

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 2 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff

TASK #: 3.01 TASK: Beverage Restaurant Service EQUIPMENT NEEDED:

Oriental Hospitality Consultants – OrientalHospitality.com WHAT TO DO HOW TO DO IT Points to remember

PREPARED BY:



All orders are to be served according to the cover numbers without asking the guest



Have a good knowledge of the beverage list



The water goblet is removed from the table if the guest does not want water



Pouring brands: o Beer – Fosters o Gin – Grants o Whisky – Grants o Vodka – Vladivar o Dark Rum – Lambs Navy o White Rum – Captain Morgan o Cognac – Hennessy VSOP



Provide alternatives if guests needs are not met by the drinks list.

Boonchong Sritawee

Position: Restaurant Manager

Signature: Date: 23.03.05

WHY

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 3.02

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Beverage Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT    

Bar Counter Service Cold drinks

 

Hot Drinks

 

  

Table Service Cold Drinks

 

Place the coaster on the Bar counter Serve ladies first. Place the glass on the coaster. Offer nibbles (olive, pistachios) at least 4 kinds. (make sure they are fresh) Refill when half empty

Collect drinks from the bar and place them on the tray. Carry the tray with your left hand. Place the coasters and drinks on the table from the right hand. Offer nibbles (olive, pistachios) at least 4 kinds. (make sure they are fresh) Refill when half empty

  

Same as above Offer mini cookies or biscuits Place cups (handle to the right and spoon just above), pots, jug on saucer

Ashtray removal

 

Change ashtrays after every cigarette. Change ashtray by covering with another clean ashtray to prevent the ashes from flying.

Boonchong Sritawee

Position: Restaurant Manager

To be served promptly and the correct order

Place the cup, handle to the right and spoon just above the pot and milk on the counter on saucer. Offer mini cookies or biscuits When a drink is finished always ask the guest if he/she would like a refill

Hot Drinks

PREPARED BY:

WHY

Signature: Date: 23.03.05

To be served promptly and the correct order

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 1 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 3.03

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Kind Of Beverage Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT To learn about the various Kind of beverage service



Counter service The guest‟s drink is prepared by the bartender who takes the order and prepares the drink in front of the guest, who is most likely seated or standing at the bar counter



WHY

To serve our guest in the best possible way: - Fast - Sufficient - Friendly

Tray service This is the simplest form of beverage service. A tray Is used by the server to carry the prepare drink from the bar to the guest table or to the guest directly as in the case of a stand-up cocktail reception where there Are no tables. When serving a gin tonic using tray service, the tonic is poured in and mixed with the gin and a slice of lemon added to the drink before the waiter serves the Drink.



Velvet Service If serving a drink like gin tonic using velvet service:

1. The service staff picks up the portioned spirit in a glass with the lemon slice, the desired mixer in a decanter or handy bottle and a stirrer from the bar. 2. The service staff then proceeds to the guest table and Some instances, kneels down with the tray at the guest Table. 3. The drink coaster is placed on the table. 4. The waiter/waitress then asks the guest how much tonic they would like with the gin. 5. The tonic is poured in and the mixture stirred. 6. The stirrer may or may not be left at the table on a Coaster.

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Position: Restaurant Manager

Signature:

Position: Director of Food & Beverage

Signature:

Date: 23.03.05

Date: 23.03.05

Page 2 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant

TASK #: 3.03 TASK: Kind Of Beverage Service

Oriental Hospitality Consultants – OrientalHospitality.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 

WHY

Bottle Sales Service Normally occurs in discotheques, night-clubs, lounges Or pubs. Very similar to Velvet Service, except the spirits in question are sold by the bottles. Ice may also be presented in an ice bucket with tongs for the guests To help themselves. Service staff will be on hand to serve the first and Subsequent round of drinks. Guests may also choose to help themselves to the drinks after the first round of drinks are served. A number of bottles or volume of Mixers and soft drinks are included in the price of the bottle sale. Subsequent orders of mixers or soft drinks Are charged accordingly. A tag or numbered sticker will be used to identify Each bottle. These tags or stickers would normally have the names and signatures of the guest who Purchased the bottle. In addition the dates of each time the bottle is “used” may also appear on these tags or stickers. This is Necessary because most bars or clubs would impose a specified time span in which the bottle must be Consumed after each time it is used. The volume of spirit remaining after each time it is Used, is indicated on the stickers or line to be drawn to Prevent any misunderstandings. The person who holds purchases the bottle is given a Card to identify them as the holders of a purchased Bottle of spirit that is being held for them by the bar. In a sense they become members of the club or disco and may gain entry quite easily even as a queue exists at the entrance. This card is only valid if there is spirit in the bottle from a previous visit.

PREPARED BY:

Boonchong Sritawee

Position: Restaurant Manager

Signature: Date: 23.03.05

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 3.04

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Alcoholic Beverage Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 3 4

 MATERIALS:

5 6

 

-Appropriate Glass



- Ice bucket with underliner and Ice Tong - Stirrer Stick -Cocktail Napkin/Paper Serviettes on a glass -Drip mat

       

WHY

Alcoholic beverages served in individual shots are specified in ML‟s in the drink list Such liquor items once ordered by the guest, will be picked up from the bar on a shot glass by the waiter. If a mixer/chaser is ordered along with the drink, it will be served on a decanter Stirrer sticks will be brought along on a stirrer stick holder Place the glass with paper napkins on the center of the table Place ice cubes on the main glass according to guests need Pour the alcoholic beverage from the shot glass to the main glass Place the glass on the drip mat on the table Pour the mixer/chaser on to the drink till the guest asks you to stop Place the decanter on the table with the handle facing the guest Place the stirrer stick holder on the table Place the plate of canapés, bar snacks on the center of the table

PLEASE TAKE CARE:      

PREPARED BY: Position: Restaurant Manager

To dilute alcoholic beverages with chasers only with the consent of the guest The service is speedy so that there is no big gap between the time of diluting the drink with ice and the time of consumption by the guest To ensure that the measure of alcohol is correct. Do not ever serve drinks with short measures To change the bucket of ice placed on the table at least every 30 minutes To place at least 3 canapés per person To announce the beverages/mixers/canapés when being served

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 3.05 DEPARTMENT : Restaurant TASK: Beverage Service - Aperitifs JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Aperitifs

Points to remember

PREPARED BY: Position: Restaurant Manager



The order is picked up from the bar according to the guest‟s choice.



If the Aperitif is with a mixer, it is picked up in a carafe and the Aperitif in a highball glass with stirrer.



All beverage orders are served from the right hand side of the guest.



The water goblet on the table is moved slightly to the left, to give room for the beverage order.



The Aperitif is then placed where the water goblet was placed in the original set up (above the large knife).



Pour the mixer into the spirit glass gently.



Place the remaining carafe of mixer next to the Aperitif.



All Aperitif with a mixer is served in a highball glass with ice and a stirrer.



All Aperitif straight up orders are served in a rock glass (without ice).



All Aperitif on the rocks are served in a rock glass with ice and a cocktail pick.



If the guest is away from the table, the drinks are not to be poured until the guest returns.

Boonchong Sritawee Signature: Date: 23.03.05

WHY

The order to be served according to the guest preference

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 3.06 DEPARTMENT : Restaurant TASK: Beverage Service - Beer JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Beer

Points to remember



The chilled bottle or the can of beer is picked up from the bar, with the cover open and a chilled Pilsner glass.



All beverage orders are served from the right of the guest.



The water goblet on the table is moved slightly to the left, to give room for the beverage order.



The Pilsner glass is then placed where the water goblet was (above the large knife).



Pour the beer into the Pilsner glass gently, till ¾ full.



When pouring the beer, remember to hold the bottle or can with the label facing the guest and remember not to touch the glass with the bottle or the can.



Announce the order while serving, e.g. “Your Fosters, Mr. X.”



Place the remaining beer in the bottle next to the Pilsner glass, label facing the guest.



Mexican beer is served in the bottle with a lime wedge inserted into the neck of the bottle.



On guest request, the beer is poured into the glass on the beverage tray itself in order not to form a layer of foam on top.



If the guest is away from the table, the drinks are not to be poured until the guest returns.



If a guest asks for a shandy (Beer and 7 Up) it is served in a Pilsner glass.

WHY

The order to be served according to the guest preference

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Position: Restaurant Manager

Signature:

Position: Director of Food & Beverage

Signature:

Date: 23.03.05

Date: 23.03.05

Page 1 of 1

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 3.07 DEPARTMENT : Restaurant TASK: Beverage Service - Cocktails JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Cocktails

Points to remember



The order is picked up from the bar according to the guest‟s choice.



All cocktails are served in their respective glass.



All cocktails are served right of the guest.



The water goblet on the table is moved slightly to the left, to make place for the beverage order.



The cocktail glass is then placed where the water goblet was placed in the original set up (above the large knife)



Announce the order while serving, e.g. “Your Piña Colada, Mr. X”.

WHY

The order to be served according to the guest preference

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Position: Restaurant Manager

Signature:

Position: Director of Food & Beverage

Signature:

Date: 23.03.05

Date: 23.03.05

Page 1 of 1

Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 3.08 DEPARTMENT : Restaurant TASK: Beverage Service – Serving Liqueurs JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY

Serving Liqueurs



The order is picked up from the bar according to the guest‟s choice.



All liqueurs are served in liqueur glass.



All beverage orders are served from the right hand side of the guest.



The water goblet on the table is moved lightly to the left, to make place for the beverage order.



The glass with Liqueur is then placed where the water goblet was placed in the original set up (above the large knife)

The order to be served according to the guest preference

Announce the order while serving, e.g. “ This is your Baileys, Mr. X.

Points to remember

PREPARED BY: Position: Restaurant Manager



All liqueurs on the rocks are served in a rock glass with ice and a cocktail pick



A single shot of spirit is 25ml and a double shot is 50 ml.



If the guest is not at the table, the drinks are not to be poured until the guest returns.

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05 Page 1 of 1

Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 3.09 DEPARTMENT : Restaurant TASK: Beverage Service – Port & Sherry JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY

Serving Port and Sherry

The order to be served according to the guest preference



The order is picked up from the bar according to the guest‟s choice.



All Port and Sherrys are served in a sherry glass.



All beverage orders are served from the right of the guest.



The water goblet on the table is moved slightly to the left, to make place for the beverage order.



The glass with port or sherry is then placed where the water goblet was placed in the original set up (above the large knife) Announce the order while serving, e.g. “This is your Cockburns, Mr. X”

Points to remember

PREPARED BY:



A single shot of spirit is 25ml and a double shot is 50 ml.

Boonchong Sritawee

Position:

Signature:

Restaurant Manager

Date: 23.03.05

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 1 of 1

Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Mise en place: - Wine cooler on stand or on table with underliner & napkin - Service -Wine linen napkin - Paper napkin - B/B plate for cork - Screw pull with small knife

TASK #: 3.10 TASK: Service Of White – Rose Wine EQUIPMENT NEEDED: HOW TO DO IT WHY



Bottle in wine cooler with ice, water and Service napkin is brought to the table



Present the bottle, which rests on a napkin and on the left hand to the guest form the left side, in a way Whereby he / she can read the label



With the knife or foil cutter remove the cap with a clean cut. Clean the cork with a paper napkin Open the bottle with a screw pull, ( don‟t drill through the cork completely, otherwise cork segments will drop down on the wine )

 

 

Clean the bottle neck with napkin Present the cork, the guest might have a look And brief sniff



Fold the bottle now into the service napkin, Whereby the label should be visible



From the right side, pour the host for tasting



If the wine gets the guest‟s approval, pour for the Rest of the diners, ladies always first and finally The host.



White & rose wine glasses are filled to a 1/3, in order for the bouquet to develop fully.



Now put the bottle back into the wine cooler And fold the napkin over the bottle neck

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Position: Restaurant Manager

Signature:

Position: Director of Food & Beverage

Signature:

Date: 23.03.05

Date: 23.03.05 Page 1 of 1

Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Mise en place: - Dessert plate w napkin - Service napkin ( linen ) - Paper napkin - B&B plate - Pull screw, foil cutter - Drop stop

TASK #: 3.11 TASK: Beverage Service - Red Wine EQUIPMENT NEEDED: HOW TO DO IT



Presentation and opening is handled the same way as with white and rose wine, with the difference that The red wine bottle is not folded in a service/wine napkin.



Hold the bottle with the right hand, the wine napkin With the left hand to remove drops from the bottle neck. Or Set a napkin bow around the bottle neck, which will function as drop stop.

 

Red wine glasses are filled up to a ¼ and balloon glasses only to cover the bottom to fully develop its bouquet.



Set the bottle on the plate with napkin on the table Or on the side table ( gueridon )

WHY

Guests expect professional and proper beverage service In a timely manner.

“ Chambrier “

PREPARED BY: Position: Restaurant Manager



That means to bring wine bottles, which are taken from the cellar to room temperature.



Soon enough one puts the bottle in a room which has the requested temperature.



Especially aged red wines are treated this way. Very old red wines are taken already from the cellar a day .before

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 1 of 3

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com

FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Champagne by the bottle



According to the champagne order the champagne glasses are placed on the table.



The water goblet on the table is moved slightly to the left, to make place for the champagne glass.





PREPARED BY: Position: Restaurant Manager

TASK #: 3.12 TASK: Champagne By The Bottle EQUIPMENT NEEDED: HOW TO DO IT

The champagne glass is then placed where the water goblet was placed in the original set up (above the large knife). In case of a guest having another drink, the champagne glass is placed to the right of the drink.



The order of champagne is then picked up from the bar according to the K.O.T.



Place the champagne in the wine bucket filled with half ice and a little water and a white napkin



The wine bucket is brought into the restaurant with the unopened bottle of champagne in it and the wine bucket is to be fixed to the table.



The bottle of champagne is taken out of the wine bucket, on to the folded white napkin and then the dripping water is wiped off.



The bottle of champagne is presented to the host on the white napkin with the label of the champagne facing the guest. This is done from the guest‟s left.



While presenting the champagne to the host, the name of the champagne must be announced, e.g. “ this is your bottle of Dom Perignon, Mr. X

Boonchong Sritawee Signature: Date: 23.03.05

WHY

The correct order to be served according to the guest preference Champagnes must be at the temperature of 8°C The wine glasses are clean The label of the bottle of wine is visible The champagne waiter to be professional

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 2 of

Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 3.12 TASK: Champagne By The Bottle EQUIPMENT NEEDED: HOW TO DO IT



Once approved by the host, the champagne is taken back to the wine bucket.



The foil is removed from the bottle, put in the pocket of the server.



The wire coil is unscrewed while the other hand is holding the bottle and the thumb is on top of the cork.



When doing this, remember not to shake the bottle.



Then the cork is taken out gently, without a sound.



The cork is put in the wine bucket.



The neck of the bottle is wiped with the white napkin and wrapped with the same.



A little champagne is served to the host from the right hand side of the host, for tasting (the label of the champagne must be facing the host while serving).



Upon approval, serve the ladies first, going clockwise round the table.



All champagnes must be served from the right of the guest.

WHY

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Position: Restaurant Manager

Signature:

Position: Director of Food & Beverage

Signature:

Date: 23.03.05

Date: 23.03.05 Page 3 of 3

Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

PREPARED BY: Position: Restaurant Manager

TASK #: 3.12 TASK: Champagne By The Bottle EQUIPMENT NEEDED: HOW TO DO IT



Champagne must be poured half of the glass when serving (the bottle of champagne must not touch the rim of the glass while serving).



When pouring champagne, towards the end, remember to twist the bottle slightly in order not to spill any droplets on the table.



The remaining bottle of champagne must be placed in the wine bucket with the white napkin.



Whenever the wine glass is ¾ empty, the glass must be refilled with the approval of the guest, e.g. “May I pour some more wine?”



Once the bottle of wine is empty, it should be turned up side down in the wine bucket.



Upon approval of the host, another bottle is to be opened and served.



Waiters must have a thorough knowledge of Champagne.



If the guest is not at the table, the champagne is not to be poured until the guest returns.



When a bottle of champagne is replenished, it is to the host to taste with a new glass.



In case the host changes the type of champagne, all champagne glasses must be changed for the new bottle of champagne.



Note: The same procedure to be followed for sparkling wines.



Champagne is not served by the glass. In case of an order, the guest is informed and sparkling wine is served by the glass.

Boonchong Sritawee Signature: Date: 23.03.05

WHY

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05 Page 1 of 1

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 3.12 DEPARTMENT : Restaurant TASK: Beverage Service – Soft Drinks JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Serving soft drinks

PREPARED BY: Position: Restaurant Manager



The bottle or the can of soft drink is picked up from the bar according to the guest‟s choice, with the cover loosen and a high ball glass with a slice of lemon in it.



All beverage orders are served from the right of the guest.



The water goblet on the table is moved slightly to the left, to make place for the beverage order.



The high ball glass is then placed where the water goblet was placed in the original set up (right above the large knife).



Pour the soft drink into the high ball till ¾ full.



When pouring the soft drink, remember to hold the bottle or can with the label facing the guest and remember not to touch the glass with the bottle or the can.



Announce the order while serving, e.g. “This is your Coke/Pepsi, Mr. X”



Fix the cap of the remaining soft drink in the bottle and place it next to the high ball glass, label facing the guest.



Remember not to serve a slice of lemon/Lime with an order of Ginger Ale or Fanta/7 Up, instead a slice of Orange to be served.



Drinking straws will be served only on guest‟s request.



If the guest is not at the table, the drinks are not to be poured until the guest returns

Boonchong Sritawee Signature: Date: 23.03.05

The order to be served according to the guest preference

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 1 of 1

Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Serving canned or fresh juice

PREPARED BY: Position: Restaurant Manager

TASK #: 3.14 TASK: Serving Canned / Fresh Juice EQUIPMENT NEEDED: HOW TO DO IT



All fresh juices are made à la minute.



The fresh juice is picked up from the bar according to the guest‟s choice, in a carafe and a high ball glass.



All beverage orders are served from the right of the guest.



The water goblet on the table is moved slightly to the left, to give room for the beverage order.



The high ball glass is then placed where the water goblet was placed in the original set up (above of the large knife).



Pour the juice into the high ball glass up to half of the glass.



Remember not to touch the glass with the carafe.



Announce the order while serving, e.g.,”Your fresh orange juice, Mr. X”



Place the carafe with the remaining juice next to the high ball glass with the handle of the carafe to the right of the guest.



Drinking straws will be served only on guest‟s request.



If the guest is not seated on the seat, the drinks are not to be poured until the guest is back.



During lunch, five kinds of fresh juices are picked up from the juice trolley and served in a Viva Grande glass using a beverage tray.



A small carafe of sugar syrup is served with fresh lime juice along with a drinking straw.



A fruit punch is served with a drinking straw.

Boonchong Sritawee Signature: Date: 23.03.05

WHY

To guest to be served Correctly, what was ordered in a timely manner

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 1 of 1

Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 3.15 DEPARTMENT : Restaurant TASK: Beverage Service – Iced Tea/Iced Coffee JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY

Iced Tea/ Iced Coffee

Points to remember

PREPARED BY: Position: Restaurant Manager



Iced tea is made à la minute.



The iced tea glass is garnished with a rim of lime.

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The order is picked up from the bar in a Napoli Grange glass, a drinking straw and a small carafe of sugar syrup.

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All beverage orders are served from the right of the guest.

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The water goblet on the table is moved slightly to the left, to make place for the beverage order.

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The iced tea order is then placed where the water goblet was placed in the original set up (above the large knife).

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Offer to pour the sugar syrup in the iced tea glass.

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Remember not to touch the glass with the carafe.

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Announce the order while serving, e.g. Your Iced Tea, Mr. X”

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Place the carafe with the remaining sugar syrup next to the iced tea glass with the handle of the carafe to the right of the guest.

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If the guest is not at the table, the sugar syrup is not to be poured until the guest returns.

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Iced coffees are served in the same manner and in the same glass. The only exception being the sugar syrup not being served.

Boonchong Sritawee Signature: Date: 23.03.05

The order to be served according to the guest preference

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 3.16 DEPARTMENT : Restaurant TASK: Beverage Service – Flambe’ Coffee JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Flambe‟ Coffee

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The order is picked up from the bar according to the guest‟s choice.

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All beverage orders are served from the right of the guest.

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The flambé coffee is served in an Irish coffee glass with a side plate underliner and a cocktail napkin and a teaspoon.

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All flambé coffees are served in front of the guest

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Announce the order while serving, e.g.”Your Irish coffee, Mr. X”

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Freshly brewed coffee to be collected from the still room and given to the barman.

Points to remember

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

The order to be served according to the guest preference

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 3.17 TASK: Serving Coffee EQUIPMENT NEEDED: HOW TO DO IT

WHY

Position the gueridon at the table in question.



Freshly brewed coffee and cappuccino is served and replenished hot and directly in a coffee cup. All the cups, spoons, saucers and sugar trays are placed on a larger rectangular tray and are brought into the restaurant and placed on a gueridon which is positioned at the table in question.

Bring the tray and place it on the gueridon.



Each cup is placed on its saucer and is served with the Appropriate spoon resting on the saucer beside the cup. The handle of cup and the spoon is placed such, that they Are parallel to each other and at the edge of the table, for a particular cover. If the guest is in the midst of eating, when coffee is served, the cup and saucer is placed on the right of the cover.

Place the sugar tray in the centre of the table for guests to help themselves.

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However if the guest‟s cover is clear, place the cup and Saucer in the centre of the cover. All coffee cups are brought to the table complete, each resting on their saucers with spoons in place. Brown, soft sugar & white granulated sugar crystals are presented in covered sugar pots with teaspoons along with fresh milk and coffee Creamer in milk and creamer jugs, all of which are placed On a lined sugar tray.

When serving coffee after main meals, ensure to keep coffee cup refilled continuously although charged only once

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Sugar trays are placed in the centre of the table for guests to help themselves and is left on the table until all guests Have finished with their coffee and have left the table.

To serve cookies with each individual coffee order except for breakfast coffee orders and coffee orders preceding a main meal.1 cookie for 1 coffee, 3 cookies for 2 coffees,

Note: Coffee includes espresso items, regular coffees, double espressos and cappuccinos are served in full-sized coffee cups With teaspoons. While espressos are served in the smaller, demi-tasse cups with demi-tasse spoons.

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Position: Restaurant Manager

Signature:

Position: Director of Food & Beverage

Signature:

Serve the coffee as per standard

Date: 23.03.05

Giving the guest the proper service as he /she Expects at all times

Date: 23.03.05

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO 



TASK #: 3.18 TASK: Service Of Tea EQUIPMENT NEEDED: HOW TO DO IT

A tea or a coffee is a re-vitalizer. It is important that any tea or coffee order is served within a maximum of 7 minutes from the time of ordering in In-villa dining and within 4 minutes in The Bar or The Restaurant.

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Water to obtained from the boiler at boiling temperature

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Wash the tea pot with boiling water and throw out

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Put tea leaves to the tea egg and insert it in to the pot.

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Tealeaves should be put: 1 for the pot and 1 for each person. Ex: for 1 person 2 tsp. of tealeaves, for 2 persons 3 tsp. of tealeaves, for 3 persons 4 tsp. of tealeaves.

Materials:

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Allow it to brew for approximately 4-5 minutes and serve tea with a pot of hot water and hot milk

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Pour ½ tea cup with the fresh brew of tea and place tea pot on the table handle towards the guest

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Pour milk as per the instructions of the guest

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Inform guest about the hot water in case he/she needs it and place on the table

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Place sugar bowl on the table. A sugar bowl should have 6 sachets of white sugar, 3 sachets of brown sugar and 3 sachets of sweet and low.

Tea tray tray cloth tea pot hot water pot milk pot tea cup tea saucer tea spoon/sugar bowls

WHY 

To ensure that service at all times are provided are of high standard and professional.



The words you use, your posture when working also is a part of the total experience for a guest.

PLEASE TAKE CARE: 

To serve cookies with each individual tea order except for breakfast tea orders and tea orders preceding a main meal. 1 cookie for 1 tea, 3 cookies for 2 teas, 5 cookies for three teas



When serving tea after main meals, ensure to keep tea cup refilled continuously although charged only once

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Position: Restaurant Manager

Signature:

Position: Director of Food & Beverage

Signature:

Date: 23.03.05

Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To learn about basic food Preparation for different ingredients

TASK #: 4.01 TASK: Basic Food Preparation EQUIPMENT NEEDED: HOW TO DO IT

Blanch: Blanching is a cooking process for leaf vegetables And for other ingredients a first step

WHY

In the kitchen we have to use the right cooking method for Different ingredients

Poaching: Poaching is a smooth cooking process with exact Watched temperatures between 65 – 80 C Simmer: Simmering is a process at the temperature of 100C or slightly under. Steaming: Steaming is a process with dry or wheat steam, With pressure or without. Deep-frying: Deep-frying is done in a pool of fat with rising or Stable temperature. Saute: We saute ingredients in hot fat under stirring Or turning around without addition of liquid Grill: We grill items on metal sticks which are heated Through electric energy, gas or charcoal Gratinate: Gratinating is a process with items done whereby Heat source from above is used only Glacing: With glacing we steam vegetables, which is covered and coated with a kind of syrup through mixing the ingredients Baking: Baking is a process with dry heat, without fat Or liquid

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com

Page 2 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 4.01 TASK: Basic Food Preparation EQUIPMENT NEEDED: HOW TO DO IT

WHY

Vapeur steaming: This is a process with as little Liquid as possible Roasting: Roasting is a process at medium heat, with Constant addition of fat, without liquid or cover Braising: Braising is a process with little liquid, with cover In the oven or a pressure braising pot

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature:

APPROVED BY:

Stefan Schmid

Position: Director of

Signature:

Oriental Hospitality Consultants – OrientalHospitality.com Date: 23.03.05 Food & Beverage

Date: 23.03.05

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To understand about dairy Products in general, its daily Delivery, storage and use in The various ethnic cuisines

TASK #: 4.02 TASK: Dairy Products EQUIPMENT NEEDED: HOW TO DO IT

Milk: - All over the world milk is the most important Food ingredient and it becomes more and more important. Besides bread it is quite Affordable and contains the most important Nutrition. It prevents illness and serves as a Supply for power and vitality. It contains Protein, sugar, milk fat and vitamins. Fat content: 82% Yogurt: It is available in natural form, as well as drink and fruit yogurt. We use it for breakfast, for cakes, pastry, ice cream and chocolates and for sweet and savory sauces. Fat content: 8-15 % Cream: - Prepared from fresh milk with different fat Used for dressings, salads, soups, sauces Desserts, cheese production, cold kitchen

WHY Make sure the proper Quality used, hygienically Storage and daily mice en place control

Cream Cheese: - Cream cheese is usually fresh cheese but as Well pasteurized available. It is used mainly For breakfast, cold dishes, salads, dessert Sandwich spread and diet dishes Cheese: Germany: Tilsit, Edam, Bavarian Emmenthal, Berg Kaese Sour Milk Cheese, Butter Cheese, France: Brie, Camembert, Muenster, Roquefort Reblochon, Bleu de Bresse, Saint Paulin - Italy: Bel Paese, Parmesan, Tallegio, Gorgonzola, Scarmoza,Mozarella

PREPARED BY

England: - Cheddar, Red Windsor, Blue Stilton, Cheshire Wenslydale, Double Cloucester, Huntsman Sage Derby, Blue Wensleydale Boonchong Sritawee APPROVED BY: :

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position: Signature: Position: Restaurant Manager Director of Date: 23.03.05 Food & Beverage

Signature: Date: 23.03.05 Page 1 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.03 DEPARTMENT : Restaurant TASK: Chocolate JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

COCOA - Theobroma Cocoa The food of the god The cocoa tree originates from the river valleys of Northern South America and was carried north into Mexico by the Mayas in the 7th century A.D..The word cocoa is Aztec in origin and refers to the tree itself. The seed of the cocoa tree contains a good deal of fat and protein and would have been a imported food, if eaten in quantity. Mexican natives valued it enough to use it as a currency. The first Europeans to see the cocoa bean were probably the crew of Columbus's 4th voyage in 1502,but it was Cortez the conqueror who brought the first news of the cocoa tree to Europe in 1520.The Spanish leader was the first in Mexico to prepare a drink of roast cocoa beans ,ground maize ,vanilla and cinnamon. In a book written in 1565(The history of the world) it is said that Indian fowl(Turkey) and Cavacate (cocoa) have been unique contribution to the world from the Americas. In the beginning the drink made from cocoa was not very much liked. Rather it not until it was mixed with sugar later that it appealed to the European pallet. THE COCOA TREE The cocoa tree, named Theobroma Cacao (food of the gods) is an evergreen tree that grows up to 20 feet in height and produces pods 6 to 10 inches long and 3 to 4 inches in diameter, containing 20 to50 beans, each about an inch long. Today it is to be found over the whole of the tropical belt i.e. approx. 20* north and south of the equator. It flourishes in the most even temperature (approx. 25*C average) with high soil and air humidity. to about 600 meters above sea level. A handful of different varieties make up the bulk of the world crop, which stands at about 1.75 million tons today The most important planting areas(approx.3/4 of world production) are: The Ivory Coast, Brazil, Ghana, Nigeria, Cameroon, Ecuador, Mexico, Colombia, Malaysia, Philippines, Sri Lanka The origin of chocolate begins in the heart of a continent, which was not yet called South America. Legend has it, that the cultivation of Cacao was developed by the third Maya king Hanatipu 1000 BC. The Mayas used cacao beans as a form of currency. The cacao trees were first mentioned by Bernadino de Sahagun, a Spanish chronicler and author of the history of New Spain in 1590. The word cacao derives from the Aztec word “caahuatl” and the word chocolate from the universal transcription of the Maya “ tchocolatl” or “xocolatl, the world chocolate is an Indian name. The almond shaped fruit cacanate is concealed in a sort of gourd, almost as a large as a cucumber.They take one year to ripen. The Indians make a beverage out of it what they call today “ champurado ”. Average consumption per year/per person is: 10 lbs America, 12 lbs Europe, 22 lbs Switzerland, 18 lbs The Netherlands, 15.5 lbs Germany, England Chocolate is used either as a drink or like in Mexico, part of savory dishes and recipes. Of course today used in gourmet shops and Patisseries around the world for ice cream, cakes Pastries, pralines, cookies, confect and show pieces

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Position:

Signature:

Position:

Signature:

Oriental Hospitality Consultants – OrientalHospitality.com Restaurant Manager Director of Date: 23.03.05 Food & Beverage

Date: 23.03.05 Page 2 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.03 DEPARTMENT : Restaurant TASK: Chocolate JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT THE HARVEST AND PROCESSING Kakao trees bear buds, blossoms and fruit all at the same time. The kakao fruit is long and oval and the beans are embedded in the fleshy interior of the fruit. Kakao pods are generally harvested all the year round though most heavily from May to December. In order not to damage the tree, the fruit is neatly cut from the tree and the stem and then the fruit is gently opened up lengthways

Production of Cocoa Upon receipt the beans are cleaned off any clinging dirt or foreign bodies by special machines. The cleaned beans are roasted cracked and then roasted again. The shell breaks off as the bean is split and the kernel is removed from the hell. Roasting takes place at 120*c for a varying period to reduce water content and to strengthen and round off the flavour. The roasted kernels are then ground and milled finely to give us the cocoa mass, which is the basic stuff for the various cocoa and chocolate products. When this product is pressed,a large amount of fat called cocoa butter is separated and pressed cocoa cake is left behind. If the cocoa mass is conched then we get block cocoa. COCOA POWDER This is the pressed cocoa cake that has been ground finely with a minimum fat content of 20%. Sweet cocoa powder is a mixture of sugar and cocoa powder with maximum sugar content of 66-68%. COCOA BUTTER This is the fat removed by pressing cleaned cocoa mass. Very early in its career ,cocoa butter was prized for its resistance to rancidity due to being very regular in composition which also gives it a sharp melting point due to which the chocolate changes from solid to liquid very fast The first step in processing is a brief fermenting of the beans and the pulp together. The next step is to remove the beans from the flesh and then the beans are fermented in the sun in huge heaps. After this the beans are dried for 6 to 7 days. During the fermentation and the drying the bitter taste of the beans is removed, the possibility of germination is killed off and a brown coloring agent is created on its own. After this the beans are cleaned off, of any clinging flesh pieces. Then the beans are filled into sacks and are ready for dispatch. In the English parlance the tree etc.is usually accepted as KAKAO until fermentation and drying is completed and then the English spelling of COCOA is used.

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Position: Restaurant Manager

Signature:

Position: Director of Food & Beverage

Signature:

Date: 23.03.05

Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Eau de vin, red and white wine, liqueurs, champagne are mostly used in the pastry and bakery for desserts, cremes, cakes and torten Mousses, petits fours and pralines.

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They shouldn‟t be boiled up to long and added Last minute whenever possible. As otherwise the flavor is lost. They are usually dissolved in gelatine and folded in with sugar. The saucier uses them for sauces and soups and to marinate various meats as beef, veal , chicken, Duck, game and seafood. The most common are white and red wine, Marsala wine, sherry, grand marnier, champagne Rice wine, beer and various liquers.

PREPARED BY: Position:

TASK #: 4.04 TASK: Beverage & Food, Alcohol EQUIPMENT NEEDED: HOW TO DO IT

Advocaat, egg nog liquer, The Netherlands, Germany Aquavit, Scandinavia Bacardi, Cuba, Puerto Rico Calvados, France Cassis, France Cherry brandy, Germany Cinzano, Italy Cognac, France Cointreau, France Curacao, Netherland Antilles Doornkaat, Germany Drambui, France Genever, The Netherlands Gin, United Kingdom Grand Marnier, France Grappa, Italy Kirschwasser, Germany Maraschino, Italy Ouzo, Turkey Pernod, France Raki, Turkey Ricard, France Rum, Caribean Sliwowitz, Hungary Tequila, Mexico Vodka, Russia, Poland Whiskey, Ireland, Scotland, USA

Boonchong Sritawee Signature:

WHY

Alcoholic beverage should be used carefully measured and Mixed with the ingredients - For last minute as much as possible

APPROVED BY:

Stefan Schmid

Position:

Signature:

Oriental Hospitality Consultants – OrientalHospitality.com Restaurant Manager Director of Date: 23.03.05 Food & Beverage

Date: 23.03.05 Page 1 of 4

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

To learn about the most common Fruits used in the kitchen, Seasonal and available all year round from around the World.

TASK #: 4.05 TASK: Fruit EQUIPMENT NEEDED: HOW TO DO IT

Pineapple, Apple

WHY

Fresh fruits are playing a major role in daily kitchen Production and service and are Essential for the necessary Nutrition and vitamin supply On a daily basis.

Apricots, Avocado Bananas, Walnuts Pears, Cherimoya

Dates, Strawberries With well connected flights Peanuts, Figs From and to any parts of the Grapefruit, Hazelnut Globe, fresh fruits are available from literally Blueberries, Raspberries anywhere anytime. Kaki, Cactus Figs Cherries, Kiwis Coconut, Kumquat Lime, Lemon Lychee, Mandarine Almonds, Mango Chestnuts, Olives Oranges, Papaya Passion fruit, Peaches Plums, Grapes

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Position: Restaurant Manager

Signature:

Position: Director of Food & Beverage

Signature:

Date: 23.03.05

Date: 23.03.05

Oriental Hospitality Consultants – OrientalHospitality.com

Page 2 of 4

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.05 DEPARTMENT : Restaurant TASK: Fruit JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

Citrus Fruit Members of the large citrus group include the lemon, lime, orange, tangerine and grapefruit as well as more exotic fruits such as the ugli fruit, shaddock, citron and kumquat and hybrids such as the clementine, tangelo, ortanique and limequat. With their aromatic acidity, citrus fruits are used in soups, savoury stews and salads and often form the main flavour in desserts such as souffles and mousses. Invaluable as decoration, their vivid colours complement almost all foods. Citrus fruits are covered in a thick rind, mainly white pith (called the albedo), which has a thin colourful outer layer of zest or rind, where citrus oil and most of the vitamins are concentrated. Tropical yellow and orange citrus varieties usually remain green even when ripe, turning bright yellow or orange when treated with ethylene gas. The most versatile member of the citrus family must be the lemon, whose cultivation goes back atleast 2,000 years. It is grown extensively in the U.S. and Italy, and other large producers include Greece, Spain, Argentina and Chile. There are two main types of lemon. The common or acid lemon seen in most markets has relatively few pips and maybe small with a smooth thin skin, and valued for juice, or large with a thicker, rough skin preferred for its peel. The other type, the sweet lemon, is grown mostly as a novelty. A good lemon is heavy for its size and perceptible smell. Lemons have many uses in cooking: a squeeze of fresh lemon juice enlivens many savoury dishes and particularly sweet dishes, such as American lemon meringue or lemon chiffon pie, French lemon mousse , British lemon jelly, or Italian lemon tart. In Britain, bread or scones are often served with lemon curd, a thick paste of lemon, butter, sugar and egg yolks. It often takes place of vinegar in vinaigrette and marinades and can "cook" thinly sliced raw meat or fish, as in Latin American Seviche. Lemons may also be preserved in salt or pickled to serve as a condiment, while their sourness is a useful substitute for salt in special dishes. Lemon is also used in cooking to prevent the flesh of fruit or vegetables from discolouring. Lemon slices are an essential accompaniment for a seafood platter, most fried food and savoury fritters, and many dish coated in breadcrumbs. They are also necessary ingredient of lemon tea. Preserved lemons are widely used for flavouring fish and meat in North African cookery. Lemon is included in jams, compotes, lemon curd and chutneys. Lemon extract or flavouring is used in confectionery and in wines and spirits. It also flavours certain aromatic teas.

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature:

APPROVED BY:

Stefan Schmid

Position: Director of

Signature:

Oriental Hospitality Consultants – OrientalHospitality.com Date: 23.03.05 Food & Beverage

Date: 23.03.05

Page 3 of 4

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.05 DEPARTMENT : Restaurant TASK: Fruit JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Bright green limes are also full of sour juice and are prepared and treated in the same way as lemons. Tahitian varieties have a thick skin and juicy pulp, while sour Mexican varieties are smaller with a thin, smooth skin and yellowish colour. In the U.S., Florida's "key" lime is the most celebrated Mexican variety. Americans enliven their melon with lime, while in the tropics a squeeze of lime is mandatory with papaya and guava and in Asia fresh lime juice is often added to curries, pairing well with hot pepper. In Mexico, limes are often used in place of lemon with cold seafood and fruit salads, as well as in guacamole. Lime juice is used extensively in desserts, especially those with cream. Lime is smaller, more fragrant, and juicier than the lemon. The lime is cultivated in tropical countries, including the Ivory Coast, Brazil, and the West Indies, and is often used in Caribbean and Brazilian dishes, particularly fish or meat stews, marinated chicken, jams, sorbets, punches and cocktails. The zest is used like lemon zest and will keep for a long time steeped in castor (superfine) sugar or rum. Through the centuries, orange trees have been symbols of opulence, and their fruit has become one of the most important of all fruit crops. The bitter orange, also called the sour, Bigarade or Seville orange, is believed to be the common ancestor and was the standard orange until the early nineteenth century. Sweet oranges can be divided into three types. The common orange, used for juice, is a medium sized heavy fruit, with a fine grained skin. It is often known by varietal names such as Jaffa from Israel, and Valencia, which is grown in Florida, California, Latin America, South Africa, Europe, Australia but not, Spain. Navel oranges are characterized by a navel- like depression enclosing a small internal embryonic fruit. They are seedless and appear from the end of October. THOMSONS, with a very fine smooth shiny skin, have highly coloured fibrous pulp, not very sour and moderately juicy but with a good flavour. WASHINGTONS, with a firm rough skin, are juicy and slightly sour. Navel oranges are mainly grown in Italy and have a particularly rich flavour, reminiscent of berries. Another variety, the aromatic pineapple orange, is full of pips and is commercially used for juice Blondes are winter oranges, with pale flesh, coming mostly from Israel(Jaffas). Shamoutis, quite large and with a thick skin and seeds, have crisp well flavoured juicy pulp. Salustianas, seedless and with grainy peel, are very juicy. Blood Oranges have a dark red pulp and the skin may be veined with dark red. They are available from December to April. The Maltese orange, with seeds, is sour, very juicy, and has an exceptionally good flavour. Moro oranges, with a rough skin, are very juicy. Late oranges have pale flesh, few seeds, and come mainly from Spain and the southern hemisphere. Valencia oranges, with or without seeds, have smooth firm skins and are very sharp and juicy.

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature:

APPROVED BY:

Stefan Schmid

Position: Director of

Signature:

Oriental Hospitality Consultants – OrientalHospitality.com Date: 23.03.05 Food & Beverage

Date: 23.03.05

Page 4 of 4

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.05 DEPARTMENT : Restaurant TASK: Fruit JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

Oranges are widely used in desserts, patisserie, and confectionery, for fruit salads, mousses, dessert creams, jams and marmalades, frosted fruit, ices and sorbets, fritters, soufflés, filled sponges (orangine), and biscuits(cookies). The candied peel is also used in numerous desserts & cakes, either as an ingredient or as a decoration. Oranges form the basis of an equally large range of drinks: syrups,sodas, juice, orangeade, punches, liqueurs & fruit wines. Mandarins are small, slightly flat, loose skinned oranges with a sweet taste. Perhaps the best known mandarin is the tangerine. The Japanese satsuma is a clementine(a bitter orange and tangerine cross) is bright orange red with a pebbled skin and tangy sweet flavour. One of the largest citrus fruits is the grapefruit, with a diameter of upto 6 in./ 15 cm. Grapefruit are either whitefleshed with a yellow rind or pink fleshed with a pinkish blush to the rind. The two differ little in taste, which depends more on the presence of pips than on colour. Fruits with many pips have a pronounced flavour and are grown for canning, while the milder, pipless varieties are usually eaten fresh or in salads. Grapefruit juice can be added to fruit jellies and sorbets, and the flesh suits bitter greens, avocado and fresh cheese. The ugly fruit resembles a squashed grapefruit with a mottled greenish skin but its flesh is surprisingly sweet and juicy, despite its discouraging name. Usually eaten raw, in the Caribbean it is baked in its skin then eaten hot with sugar. The grapefruit tree probably originated in the West Indies but a large percentage of the world's crop is grown in the southern United States. It is usually served as an hors d'oeuvre, cut in two, each segment being detached from the skin with a special saw knife with a curved point. the fruit is also used to make marmalade and the juice is widely consumed as a fruit drink. The shaddock( also called pummelo or pomelo) is the largest citrus, resembling a large grapefruit with coarse, bittersweet dry flesh with a greenish, yellow or pinkish skin. It was brought from southeast Asia to the new world by a Captain shaddock in 1696. Grown mainly in Thailand Also rarely seen in the markets is the citron, cultivated for its thick aromatic rind. It is never eaten fresh, but is often used in marmalade and candied for use in cakes. It is a citrus fruit from China and similar to the lemon. The fruit is slightly larger than the lemon and pear shaped. The smallest citrus is the tiny, orange oval kumquat, which originated in the east but is now grown mainly in Brazil. The fruit has distinctive sweet sour flavour, the sweetness is especially evident in the rind and kumquats are usually eaten unpeeled. They are deliciously fresh, but may also be candied.

PREPARED BY: Position: Restaurant Manager

Boonchong Sritawee Signature:

APPROVED BY:

Stefan Schmid

Position: Director of

Signature:

Oriental Hospitality Consultants – OrientalHospitality.com Date: 23.03.05 Food & Beverage

Date: 23.03.05

Page 1 of 8

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.06 DEPARTMENT : Restaurant TASK: Ice Cream JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

ICE CREAM QUALITY: Quality implies a clearly produced ice cream of acceptable flavour, body and texture. The composition of the product and the ingredients used be within the parameters and the limits set by the food laws prevailing in the country. The desirable physical properties of the ice-cream should be defined mainly in terms of the texture as it is eaten. The consistency should be creamy and air content should finely distributed. There should be quick melting effect on the palate, without greasiness or gumminess, and with no gritty or icy sensation as the ice cream warms up, it should have a tendency to retain its shape, and as it melts, a creamy and not a watery serum should be formed. Flavour acceptability is governed by the quality of the ingredients used e.g. Fruit, chocolate and nuts as well as added flavours. The basic flavour must come from high quality milk and cream. Smoothness: It is in relation with the size of the ice crystals formed in the product and therefore ice cream must be quickly frozen and churned during the preparation. The eggs and stabilizers added to the mixture also helps in smoothness. OVERRUN: It is an increase in the volume due to the incorporation of air during churning and addition of air and cream. E.g.:- When 1 lit of ice cream mix increases in volume by 1 lit then the overrun is 100% .An ideal overrun should be of around 75-85% Less will make it heavy and more will make it frothy and lack in flavour .Some manufacturers produce only an overrun of 25-30%. VOLUME OF ICE CREAM - VOLUME OF MIX VOLUME OF MIX

X 100

= OVERRUN%

PREVENTION OF FOOD ADULTERATION ACT DEFINES ICE -CREAM AS FOLLOWS : PFA RULE A 11.02.08 The frozen food obtained from cow or buffalo milk or a combination thereof or from cream and/or milk product with or without the addition of canesugar(dextrose, liquid glucose and dried liquid glucose), eggs, fruits, fruit juices, preserved fruits, nuts, chocolate, edible flavours and permitted food colours. It may contain permitted stabilizers and emulsifiers not exceeding 0.5% weight. The mixture should be suitably heated before freezing. The product shall contain not less than 10% milk fat , not less than 36% total solids, except that when any of the aforesaid preparations contains fruits or nuts or both the contents of milk fat shall not be less than 8% by weight. Starch may be added to a maximum extent of 5% under the declaration on a label as specified in the sub rule (2) of rule 53. The standards of ice-cream shall apply to “softee” ice cream. Imitation ice cream known as Mellorine are made in various parts of the world. Mellorine is cheaper than ice cream because of substitution of milk fat with vegetable fats and oils. Other than this change, mellorine has approximately the same composition as ice cream.

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position: Signature: Position: Restaurant Manager Director of Date: 23.03.05 Food & Beverage

Signature: Date: 23.03.05

Page 2 of 8

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.06 DEPARTMENT : Restaurant TASK: Ice Cream JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

ICE-CREAM DEFECTS AND THEIR PROBABLE CAUSES CRUMBLY,BRITTLE,SHORT, FLAKY, SNOWY GUMMY,PASTY,STICKY SHRUNKEN SOGGY,HEAVY,DOUGHY WEAK, WATERY BUTTERY, GREASY FLAKY, SNOWY FLUFFY, FOAMY, SPONGY LUMPY, GELATIN LUMPS SANDY, GRITTY

COARSE, GRAINY,ICY, ICE,PELLETS, SPINY

EXCESSIVE OVERRUN TOO MUCH STABILIZER,VERY LOW TEMPERATURE FREEZEER,TOO MUCH SUGAR TEMPERATURE FLUCTUATION IN STORAGE, LOW MILK SOLID CONTENT HIGH SOLIDS CONTENT, LOW OVERRUN LOW SOLIDS CONTENT EXCESSIVE FAT DESTABILIZATION LOW SOLIDS , LOW STABILIZER CONTENT LARGE AIR CELLS, POOR CONTROLLED FREEZER, EXCESSIVE OVERRUN INADEQUATELY DISPERSED INGREDIENTS LARGE LACTOSE CRYSTALS, HIGH CONTENTS OF MILK SOLIDS, ESPECIALLY WHEY, FLUCTUATING STORAGE TEMPERATURES TEMPERATURE FLUCTUATIONS IN STORAGE LEADING TO LARGE ICE CRYSTALS, INADEQUATE REFRIGERATION AT FREEZER.

STEPS INVOLVED IN THE PROCESSING OF HARD ICE CREAM Ice cream is a complex system in which the stable mixed emulsion of four phase system fat-water-ice-air, must be balanced and protected from breaking and separating. MIXING AND PASTEURIZATION: After weighing or metering by volume, the ingredients are heated together in a jacketed tank with strong agitation so as to form a core emulsion with large fat globules of up to 15 grams in size. Pasteurization treatment may be carried out in mixing tank or in a separate plate heat exchanger. During homogenization, the mix is converted into a true emulsion with a fat globule size of less than 2gms. For efficient homogenization the fat phase should be completely liquid and hence a temperature near pasteurization temperature is preferred. Homogenization of ice-cream mix is normally carried out at a pressure of 140 to 210kg/cm2. At the end of this treatment, it is often found that small fat globules cohere in clumps, resulting in a viscous mix with poor processing properties in subsequent stages. A second homogenization at the lower pressure such as 35kg/cm2 is used to break up the clumps.

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position: Signature: Position: Restaurant Manager Director of Date: 23.03.05 Food & Beverage

Signature: Date: 23.03.05 Page 3 of 8

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.06 DEPARTMENT : Restaurant TASK: Ice Cream JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT COOLING: The emulsion is immediately cooled to 4 degrees centigrade using a heat exchanger or to supper cool if fat is present. AGEING: The cooled emulsion is usually stored in a thermostatically controlled vessel for 2 to 8 hours because such ageing improves freezer performance and produces better ice-cream structure. During ageing the stabilizer hydrates fully and increases the viscosity of the emulsion. The importance of ageing will vary with different stabilizers. Absorption of protein to fat globule surface continues. Significant improvement in texture is noted. FREEZING: Ice cream is offered for sale in two forms: 1. As hard ice-cream which has been frozen in a continuous freezer and is then either extruded, shaped and packed in small individual portions and in bulk containers up to 3 gallons in size. The final processing step for all these is hardening in a low temperature cold store at -30 to -400C and use of refrigeration distribution system. 2. As soft ice cream which is frozen in small batch freezer situated at the retail outlet. Ice-cream mix for this type of operation is provided as a pasteurized mix which has been stored at 40C after manufacture, or from cans of UHT mix which may be stored at room temperature, or from a powdered mix which is dispensed in water or milk before being placed in the freezer. Freezing is carried out continuously in a scraped surface heat exchanger at a very low temperature of -220C to 250C for a short time and under high agitation. Ice cream mix and the air in the desired proportion are pumped successively through the freezer. For soft frozen ice cream , which is immediately consumed, 5-6 hr. freezing at comparatively higher temperature is used. HARDENING AND STORAGE: The temperature must be reduced after freezing until about 80% water is frozen. This freezing should take place quickly to avoid the formation of large crystals which cause coarseness. Normally this is achieved by storage at 400C for about 30 minutes.

PREPARED BY: Position:

Boonchong Sritawee Signature:

APPROVED BY:

Stefan Schmid

Position:

Signature:

Oriental Hospitality Consultants – OrientalHospitality.com Restaurant Manager Director of Date: 23.03.05 Food & Beverage

Date: 23.03.05

Page 4 of 8

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff

TASK #: 4.06 TASK: Ice Cream EQUIPMENT NEEDED: HOW TO DO IT

FUNCTIONS OF SOME OF THE INGREDIENTS: SUGARS: Sugar content represents about half the total solids of the ice cream mix and includes lactose naturally present as a constituent of mix. Sugars acts as sweetening agents, depress the freezing point of the mix, influence the consistency of the continuous phase, and to some extent the ice crystals size and lactose crystallization of the frozen ice cream. STABILIZERS: Gelatin was the first stabilizer used in ice cream manufacture . Since then a number of polysaccharide stabilizers have become available. These include Sodium carboxy methyl cellulose, micro crystalline cellulose, sodium alginate , carragenan, agar, pectin, xanthan gums, carrobean and guar gum. They are often used in mixtures. Stabilizers perform several functions in ice cream. They increase the viscosity of the continuous phase, there by contributing to eating characteristics such as body and creaminess. They regulate the development of ice crystals and thereby give a smooth textured ice-cream.. During the inevitable temperature fluctuations, encountered in the storage, transport and distribution they minimize the development of large crystals and the undesirable coarse structure. They thicken the aqueous phase and modify the crystallization of ice.

ANTIOXIDANTS: The ice cream is commercially stored for a long period of time , therefore the manufacturers add antioxidants to the ice cream mix to prevent oxidation. Vitamins, tannin, oat flour is used mainly. EMULSIFIERS: For keeping the mixture a homogeneous mass the ice cream needs to emulsified, so it prevents crystal formation during freezing. Egg yolks, citrates, mono/diglycerides from fats and oils, stearates and oleates are used for emulsification of the ice cream.

ICE CREAMS ARE DESIGNATED ACCORDING TO 

PHILADELPHIA ICE CREAM--> Uncooked mixture of thick cream sugar and flavorings.



FRENCH ICE CREAM--> Cooked mixture of milk sugar and flavorings with whipped cream.



AMERICAN OR PLAIN ICE CREAM--> Similar to French ice cream but may contain corn starch /flour or gelatin instead of eggs for thickening.



ITALIAN ICE CREAM--> Similar to American ice cream.

Oriental Hospitality Consultants – OrientalHospitality.com PREPARED BY: Boonchong Sritawee APPROVED BY: Position: Restaurant Manager

Signature: Date: 23.03.05

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 5 of 8

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.06 DEPARTMENT : Restaurant TASK: Ice Cream JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT CHEMICAL COMPOSITION OF VARIOUS ICE CREAM Ice Ingredients Water Calories Protein Fat Carbohydrates Ash Calcium(mg) Phosphorus(mg) Iron(mg) Sodium(mg) Potassium(mg) VitA(intl.. units) Thiamin(mg) Riboflavin(mg) Niacin(mg) VitC(ascorbic acid)(mg)

10% fat 63.2 193 4.5 10.6 20.8 0.9 146 115 0.1 63 181 440 0.04 0.21 0.1 1

cream and custard 12% fat 52.1 207 4 12.5 20.6 0.8 123 99 0.1 40 112 520 0.04 0.19 0.1 1

frozen

Ice Cream

16% fat 62.8 222 2.6 16.1 18 0.5 78 61 trace 33 95 660 0.02 0.11 0.1 1

cone 8.9 377 10. 2.4 77.9 0.8 156 198 0.4 232 244 trace 0.05 0.21 0.5 trace

Ice milk 66.7 152 4.8 5.1 22.4 1 156 124 0.1 68 195 210 0.05 0.22 0.1 1

CLASSIFICATION OF FROZEN DESSERTS AND ICE CREAM 

ICE CREAM: It is a smooth frozen mixture of milk, cream, sugar, flavouring, eggs, and colouring. Some ice creams such as Philadelphian style does not contain eggs. While the French style of ice creams contain egg yolks. The egg add richness and helps to make the product more smooth since it has emulsifying properties.



ICE MILK: It is like ice cream but with a lower butter content , while frozen it contains yoghurt in addition to the milk and cream.



SORBET: Sorbet and ices are made from puree of fruits and fruit juices and sugar. Some sorbets also are flavoured with wines, liqueurs. American sorbets however contain some amount of milk and cream and egg white to increase the volume and texture. While water ice contains only fruit juices and sugar with water. Granite coarse crystalline ice made from fruit puree, egg white, sugar.



FROZEN DESSERTS: Frozen souffle and frozen mousses are made like bavaroise which has cream and egg whites and folded into to give them lightness which allows them to be still frozen in ordinary FREEZER

Oriental Hospitality Consultants – OrientalHospitality.com PREPARED BY: Boonchong Sritawee APPROVED BY: Position: Restaurant Manager

Signature:

Position: Director of Food & Beverage

Date: 23.03.05

Stefan Schmid Signature: Date: 23.03.05 Page 6 of 8

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.06 DEPARTMENT : Restaurant TASK: Ice Cream JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT ICE - CREAM INTRODUCTION Popularity of frozen food namely ice cream needs no introduction or explanation because it is one such food item which is liked and wanted by young and old alike and is popular like certain foods all over the world. In present times there have introduction of so many new flavours and combinations made from basic ice cream that it has become one of the major profit making items on any menu-card . It has also an advantage that it can be prepared in advance and can be stored for a longer period of time. Over the years, more and more frozen food parlors and establishments have mushroomed in a very short time and is attributed to the fact that it is getting increasingly popular. A wide range of dessert are created by simply freezing . Sorbets made of simple combinations of fruit juice or puree, wine, or liqueur, plus sugar and various flavourings; and rich mixtures based on eggs, milk, cream. Of the latter custard based ice creams made of milk and thickened with egg starch but even richer mixtures are used for parfaits, frozen soufflés, bombes and other frozen creations. The key to good sorbet and ice-cream is the smoothness, the ice crystals that form naturally during freezing must be fore stalled. This is accomplished by stirring the mixture continuously usually by machines. The higher the proportion of water, the more ice crystals form and therefore the more thoroughly it must be stirred. This is why sorbets, particularly those based on wine or fruit juices rather than fruit purees are quite hard to make . On the other hand very rich mixtures such as parfaits and bombes with a high proportion of eggs and cream freeze smoothly without stirring at all. Good sorbets and ices should be lightened by further adding beaten eggs and/or meringue half way through freezing while parfaits and bombes are lightened with beaten egg whites and whipped cream. It increases bulk by adding air as can be seen by weighing equal volumes of home made and commercial ice-cream.

When making any mixture to be frozen , bear in mind that taste is blunted by cold , so flavours must be concentrated with a bit of lemon juice or alcohol as well as plenty of sugar. Especially fruits like passion fruit, citrus fruit and cherries. For ice cream the straight forward tastes of vanilla, chocolate, and coffee are still preferred , together with crushed nut mixtures such as praline or candied fruits macerated in liqueur. Ice cream may also be tinted with food coloring but with discretion mint and pistachio ice cream are appealing when tinted palest green, and sour fruits may need picking up with pale pink color.

PREPARED BY:

Boonchong Sritawee

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position: Restaurant Manager

Signature: Date: 23.03.05

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 7 of 8

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.06 DEPARTMENT : Restaurant TASK: Ice Cream JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

History The history of ice cream is linked with that of gastronomy and refrigeration. The Chinese knew the art of making iced drinks and desserts long before the Christian era. They taught this art to the Arabs, who began making syrups chilled with snow , called sharbets (hence the words „sherbet‟and „sorbet’). At the court of Alexander the great, and later under Nero, fruit salads and purees were served, with honey and snow . It was not until the 13th century however , that Marco Polo brought back from the East the secret of cooling without ice , by running a mixture of water and saltpetre containers filled with the substance to be cooled. Thus the great fashion for water ices began in Italy. When Catherine de‟Medici arrived in France to marry the future Henri II , she introduced iced desserts to the court, among other culinary novelties but the Parisian public only discovered them a century later, when Francesco Procopio opened a cafe. People went there to read news-sheets, discuss politics and literature and above all to sample drinks and delicacies, among which there were ices and sorbets(sherbets) that soon became all the rage. Procope(as he was now called)was soon imitated by his colleagues: in the 18th century, 250 limonadiers were selling ices in Paris, but only in summer. In about 1750 Procope‟s successor, Buisson, had the idea of selling ices all year round. The fashion at the time was to walk under the arcade of Palais-Royal where the fashionable cafes sold their iced specialties, but these were still of poor quality. Around 1775, ices became more delicate in flavour, richer, and with more body, so that they could be moulded into different shapes. Ices made with milk, cream , and eggs appeared. In fact they had been discovered in 1650 by a French cook of Charles I of England, who paid him to keep his method secret. The end of the 18th century saw the great fashion for fromages glaces .The manufacture of ices continued to develop .The ice bombe appeared and it became customary to serve it during any meal of any significance. Two Italians, Pratti and Tortoni were especially famous for their fine ices; in particular, Tortoni launched the iced sponge cake in 1798. Under the Second Empire the surprise omelet was invented, then the first coupes, mousses, and parfaits. Ices were served at the end of the meals, and also at became common during balls and reception. Very refined blends of flavours were invented (apricots and wild cherries, Mignonne peaches, Malmsey wine from Alicante, angelica liqueur, the yolks of finch eggs, sugary melon, hazelnuts and mint liqueur, green tea and citron juice, pistachios and peach juice, etc., according to the recipes in the Preceptoral des menus royaux of 1822). By the beginning of the 20th century , itinerant ice cream vendors were already selling in the streets .The United States have been particularly inventive as regards the ice cream industry. Ice cream soda was invented in Philadelphia the hub of ice cream manufacturing in US. Ice cream cones, portables and self contained originated in 1904 World‟s Fair in St. Louis in US. Ancient recipes were gradually modified and adapted to the needs of industrial manufacture. Nowadays stabilizers are included , such as edible gelatin , egg white, agar, agar and carob.

Oriental Hospitality Consultants – OrientalHospitality.com PREPARED BY: Boonchong Sritawee APPROVED BY: Position: Restaurant Manager

Signature: Date: 23.03.05

Position: Director of Food & Beverage

Stefan Schmid Signature: Date: 23.03.05

Page 8 of 8

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.06 DEPARTMENT : Restaurant TASK: Ice Cream JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

Oriental Hospitality Consultants – OrientalHospitality.com TYPES OF ICE-CREAM: BAKED ALASKA:- It is a piece of cake on which vanilla ice cream is served which is garnished and topped with egg white, and gratinated. BANANA SPLIT:- Vanilla ice cream in between length wise cut banana in a boat shaped dish served with nuts COUPE :- Fruit confection and ice cream served in individual containers of either glass or porcelain. E.g. Coupe Andalouse Orange segments macerated in Curacao in the coupe with lemon ice orange segments & whipped cream. BOMBES GLACEES :-Layered ice cream in a semispherical bullet shaped mould with liqueur & nuts in the centre CASSATA :- Multi flavoured ice cream lined the half sphere mould centre with mixture of nuts , candied fruits macerated in kirsch / maraschino. Italian meringue and whipped cream chopped nougatine or chopped chocolate. GRANITA :- This is a sherbet made of two-thirds sugar syrup and one -thirds raspberry, strawberry, and red currant puree or pure lemon juice and kirsch are added and the mixture is adjusted to register 17 to 18 O baume. This mixture is frozen as sorbets. MERINGUE GLACE:- A dipper of ice cream is placed between two meringue shells. the meringues are arranged on the dish and garnished with whipped cream. OMLETTE SUPRISE :-Like Baked Alaska served with poached fruits, cherries. PEACH MELBA :- Ripe soft peaches with white flash are blanched in boiling water for a few seconds refreshed. Peeled arranged on a dish on good layer of vanilla ice-cream & covered with sweetened raspberry, sliced almond PARFAIT :- Very rich mixture that can be frozen successfully containing large amounts of cream eggs and sugar. Requires to be kept frozen till service time. SUNDAE :- plain ice cream served in a silver or glass champagne glasses. Attractively combined with poached /fresh / syrups whipped cream etc. Eg. Denise sundae - mocha ice cream liqueur chocolate and whipped cream PROFITEROLE :- choux pastry filled with ice cream

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Boonchong Sritawee Signature: Date: 23.03.05

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: 23.03.05

Page 1 of 5

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff

TASK #: 4.07 TASK: Italian Cheese EQUIPMENT NEEDED:

Oriental Hospitality Consultants – OrientalHospitality.com HOW TO DO IT Italy the is a country which is naturally blessed with an ideal atmospheric conditions, making it ideal for the growth of the maturing and ripening of cheeses. The various types of Italian cheeses are : 

Astago d’allevo ---- A firm semi hard cheese, weighing 18 to 26 pounds (8-12kg). It originates from the Alpine plateaus and has small and mid sized holes. Straw yellow, in color, with a tangy taste after nine months; used mostly for grating when older.



Assuage presto ---- Semi- cooked and pressed, young, milky cheese from Vicuna and Trento. Available medium-fat or full-fat.



Bell Apes ---- Soft cheese made from pasteurized milk since 1929. Soft and yellow it is very mild.



Caciocavallo ----Hard cheese made from cooked pasta fillata. Widely available in central and southern Italy. Smooth, often golden yellow and a mild cheeseboard cheese. When mature it can be grated, fried or broiled, mixed with rice, egg or vegetables.



Caciotta ---- Small, full, semi-hard cheese from Central Italy; often made from cow or sheep‟s milk. Thin rind, mild.



Crescenza ---- Fresh, uncooked, full-fat soft cheese without a rind. Soft, homogenous texture, with a fresh, mild taste.



Flore sardo ---- A Sardian specialty: raw, hard cheese from sheep‟s milk, weighing 3 to 9 pounds (1.5 to 4 kg). Deep yellow or nut coloured rind. Mild if ripened for up to 6 months : if matured for a longer time, it has a stronger taste and is mostly grated.



Fontina ---- Cheese from Aosta Valley made from full cream milk and has an orange rind and a soft, meaty texture and is very creamy.



Grana pedono ---- Medium fat cooked hard cheese with slow maturation. Counyer part of Parma from the Venetian and Lombardy side of the plateau. It has a dark golden yellow rind, stamped with the manufacturer name. Used for grating, but also as a cheese board cheese with a strong aroma.



Italico ---- Fat soft cheese from Lombardy in the style of the famous Bel-Paese. Matures for 20 to 40 days, with a very thin smooth rind. It has a soft and elastic texture, with a buttery mild taste.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff

TASK #: 4.07 TASK: Italian Cheese EQUIPMENT NEEDED:

Oriental Hospitality Consultants – OrientalHospitality.com HOW TO DO IT



Marzoino ---- Sheep‟s cheese produced in Tuscany with a mild to tangy taste. Also available made from a mixture of sheep‟s and cows milk.



Mascarpone ---- Cream cheese made from real cream and is often used instead of the real cream.



Montasio ---- Full- fat, cooked, pressed cows cheese from the plateaus and the Alps of Friuli and Veneto. Used on the cheese board as a tangy cheese. If matured for five months or lessit‟s real fruity or otherwise grated.



Paglletta ---- Soft cheese from Piedmont.



Percorino romano ---- Cooked fat cheese from full-fat sheep‟s milk hard, and is matured in tall cylinders, mostly about 37 pounds (17 kg) in weight. Matures for at least five months. It comes from Sardinia (Percorino sardo) and the area around Rome. Used for grating if matured and on the cheese board if younger. Large quantities are exported.



Pecorino siciliano ---- Uncooked, yellowish white cheese made from sheep‟s milk, only produced in Sicily . It has a strong taste.



Provolone ---- Semi-hard cheese from pasta-fillata, which takes on an elastic consistency when droped in boiling water. Bound with sting into the shape of a pear, melon or sausage and hung upto mature.



Ragusano ---- Sicilian hard cheese from pasta - fillata. Served as a mild cheese board cheese when young ; has a full bodied taste when matured.



Scamorza ---- Pear-shaped cheese from cows milk with a thin, smooth rind. Also made mixed with sheeps milk.



Taleggio ---- Full- fat soft cheese in a classic brick shape. Produced in Lombardy, Piedmont and Veneto, with a reddish, soft and a mild taste.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.07 DEPARTMENT : Restaurant TASK: Italian Cheese JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

Oriental Hospitality Consultants – OrientalHospitality.com

Besides these cheese there are some of the major cheese that are promient world-wide. These cheese are the most common and as such deserves special mention. They include : 

Ricotta ---- An Italian fresh unripened cheese made from the whey of the cow‟s milk. It is smooth and mild tasting and is used in a variety of sweet and savoury dishes, including pizzas. It is packed in various shapes and sizes.



Mozzarella ---- An Italian unripened curd cheese originally made from buffaloes milk, but now obtained exclusively from cow‟s milk. Made in various shapes, such as round and slabs, it is also packed shredded. It is a soft cheese with a rather moist texture. It has a mild, creamy taste and is widely used as a cooking cheese- in pizzas lasagne and toasted sandwich.



Pecorino ---- These are cheeses called “Pecorino” all over Italy. Nobody actually stipulates how and from which kind of milk, farmers or dairies should make it, meaning that many different versions of Pecorino can be found ranging from fresh to ripe, and from mild to mature. In principle, however Pecorino is a hard cheese made from sheep‟s milk. It is therefore hardly surprising that it‟s most well known representatives come from Central and Southern Italy, and from Sardinia and Sicily, where the largest flocks of sheeps graze. Rennin is added to the milk so that a soft gel is quickly formed. The cheese maker usually cuts the curd until it is the size of wheat germ. This is then heated to just under 122*F(50*C). The mixture is poured into basket work cylinders which are woven in Sardinia. Pecorino takes 8 months to mature during which time it is regularly washed with salt and water and turned. Once matured, the rind is oiled; this is mostly hard and dark. The cheese itself is light in colour, with a grey tinge, and tastes pleasantly tangy. The most famous types of Pecorino are Pecorino Romano, Pecorino Toscano, Pecorino siciliano and Pecorino Sardo. The young Pecorino is popular as cheese boards, whereas when matured it is grated. It Southern Italy Pecorino is used instead of Parmesan

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant

TASK #: 4.07 TASK: Italian Cheese

Oriental Hospitality Consultants – OrientalHospitality.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

Parmesan The most famous of all Italian cheeses which as Parmesan has countless imitators has been produced using the same method for several centuries. One even suspects that known to the Etruscans to qualify for a guaranteed certificate of origin. This cheese can also be produced in a stipulated are which encompasses the provinces, Parma and Reggio Emilia, Modena Mantua on the right bank of the river Po and Bologna, on the left bank of the river Reno. There are also rules set up to secure the high quality of Parmigiano- Reggio, the main one being that the cows either be put out to graze on a meadow or be fed not on silo cattle fodder but on alfa-alfa. The milk from the evening‟s milking is left to stand overnight, and the next morning the cream is skimmed off. Then together with the mornings milk it is poured into the traditional bell-shaped copper vats. Whey is added to it from previous cheese making processes as a fermentation serum. Stirring occasionally the cheese maker heats up the milk to 91*F(33*C) in order to add rennin- calves stomach enzymes to it. The milk curdles after 12-15mts. The curd, the cagliata is broken with the spino(a spike), until the size is that of a wheat germ. The cheese maker now gradually reheats the vats to 113*F(45*C), and then more fiercely to 131*F(55*C). After the heat has been turned off the cheese mass settles to the bottom of the vat and is removed with linen cloth. Still in the cloth the cheese is deposited in wooden or metal moulds, fasceri. It is lightly squeezed to accelerate the discharge of the remaining whey. A few hours later the cloth is removed and the stencil is pressed onto the cheese, labelling with Parmigiano- Reggio, mark of origin and date of production. The cheese remains in this mold for a few days, after which it becomes a solid slightly bulbous cylinder. This is left in a salt solution for 20-25days after which the cheese is then sun dried for a short period of time and then finally moved to the store(cascina).Lying on stable wooden shelves the cheeses mature slowly, during which they are regularly turned and brushed. It is mostly at the end of the year that the cheese maker transfers his annual production to specifically built storerooms. These stores can hold between 50,000 to 100000 cheeses and usually belong to banks or cooperatives which also provide some financial support. Each year the region produces 90.000 tones of cheese, ie; 2.4 million cylinders of Parmagiano-Reggiano for which they use 40,00,000 gallons of milk; two gallons of milk are needed to make one pound of this excellent cheese. Parmesan belongs to the category of medium fat cooked hard cheese. It is made between April 1 to November 11 through a completely natural process and must last until at least till the end of summer following the year of production.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 4.07

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Italian Cheese JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

The typical characteristics of Parmesan are :         

Weight: Between a minimum of 50 and a maximum of 100 pounds(24-44kg). Diameter: between 14-18 inches(35-45cms). Height: Between 7-9.5inches(18-24cms). Rind thickness: About 0.25inch(6mm). Fat content or dry matter: At least 32%. Colour: Light to straw yellow. Structure: Fine grained and scaly, with minute barely visible holes. Aroma: Mild and full bodied. Age: Fresco(Fresh)- less than 18 months

7

Vecchio(mature)-18-24 months Stravecchio (Very mature)- 24-36 months.

Gorgonzola: Originally only produced in the little town of the same name near Milan. Gorgonzola is today made in the provinces of Lombardy and Piedmont. It‟s basic ingredient is full cream and pasteurized milk. Milk is heated to a temperature between 82*F-92*F(28*-32*C), and curdled using cow‟s rennin. Milk enzymes and spores of penicillium Glaucum, a special mold are added to the milk with the rennin. Once the curd and whey have been separated the cheese is poured into moulds of 10-12inch diameter, salted and left to settle for 2 weeks. To allow the blue veining to spread to it the cheese is punctured with long, high grade steel needles, first from one side and then from the other a week later. In special stores where the temperature and humidity corresponds to that of the natural caves of the Valsassina valley. The cheese matures for three months producing the following grades;  Bianco: very young, before the blue veining starts.  Dolce: slightly marbled and very mild.  Piccante: with developed greenish blue veins and a characteristic strong taste. Gorgonzola should be stored in a cool place, but eaten at room temperature to allow it‟s full aroma to be appreciated. CONCLUSION : Italian cheeses are one of the most famous cheeses of the world and it can be had as an accompaniment with starting from the main course to even the dessert. All the more that Italian cheeses can also be enjoyed as a separate course on their own.

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Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 4.08 DEPARTMENT : Restaurant TASK: Pasta, Dumplings, Rice JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT To prepare the different basic sauces and their extended recipes.

Anellini, in broths

We differ between - pasta dishes - gnocchi dishes - corn dishes - whole wheat dishes

Capellini, angel hair, in broth and tomato sauce

Cooking of pasta: - Cook pasta in lots boiling Saltwater, 1:5 - 100g salt per 1 ltr water - Add vegetable oil to Prevent foam of protein - Pour into strainer and Onto tray, mix with oil As soon as “al dente” - Cook pasta a`la minute As much as possible

Gnocchi, in butter sauces

Golden rule of pasta: - Never overcook - Never overdrain - Never oversauce - Never overuse spice/seasoning - Use best quality, Freshest ingredients

Ziti, for soups, ragu, meat & vegetable sauces

Bucatini, with pesto and pancetta

Farfalle, butterflies, simple oil and tomato sauces Fettuccelle, little ribbons, with cream sauces

Linguine, with pesto, oil and clam sauces Lumache, use with ragu, tomato and buttersauces Macceroni, with ragu, tomato sauce Penne, with chunky tomato sauce, meat sauce Rigatoni, with meat,-sausage,-tomato,-vegetable sauces Spaghetti, with oil based, meat and tomato sauce Tagliatelle, with cream sauces Vermicelli, with butter, cheese & tomato sauces

WHY

Noodles: 400g flour 100g semolina, cream of wheat 5 EA eggs 1 EA egg yolk olive oil, water Bavarian dumplings: 400g flour 100g semolina, cream of wheat 5 EA eggs 100g milk 100g water 10g salt, nutmeg Ravioli dough: 600g flour 5 EA eggs 50g sun flower oil 100g water Potato gnocchi: 1200g potatoes, cooked with skin 200g flour 3 EA eggs salt, pepper, nutmeg Risotto: 50g olive oil 150g onions, chopped 2 EA garlic, chopped 600g vialone rice 1,8 L beef stock 150g white wine, butter bay leaf, grated Swiss cheese

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TASK #: 4.09

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Pizza JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT The pizza has become a universally popular food, in every form from the genuine article-thin, crisp and oven baked - to frozen and fast food pizzas slices. The delightful aroma of freshly baked pizza topped with tomatoes, fresh herbs and cheese rarely fails to have a mouth- watering effect. History Of The Pizza Although there is much speculation about where pizza in its simplest form was first invented, it is usually associated with the old Italian city of Naples . It was then a simple street food, richly flavoured and quickly made. It was not always round and flat as we know it today, but was originally folded up like a book, with the filling inside, and eaten by hand. Pizzas were usually sold on the streets by street criers who carried them around in copper cylindrical drums kept hot by coal from the pizza ovens. The word 'pizza' actually means any kind of pie. The classic Napolitana pizza is probably the best-known of the many varieties. This consists of a thin crust of dough topped simply with a fresh tomato sauce, mozzarella cheese, olives anchovies and a sprinkling of oregano. When baked, the flavours blend perfectly together to give the distinctive aromatic pizza. Another classic is the 'Margarita' pizza, named after the Italian Queen margherita . Bored with the usual cuisine when on a visit to Naples, she asked to sample a local speciality. The local 'piazziaolo ' created a pizza in the colours of the Italian flag- red tomatoes, green basil and white Mozzarella. The Queen Was delighted, and it became widely celebrated. Fortunately for the busy cook, pizzas are an easy food to chill or freeze, ready to be cooked on demand. There is a wide range of ready-made pizza bases as well as dry mixes which only need the addition of water before they are ready for kneading and baking THE PIZZA BASE Although making your own base can be a little time consuming, the method is very straight forward, and you end up with a delicious home baked dish, as well as a sense of achievement. The ingredients are very basic: YEAST There are three types of yeast available: fresh, dried and easy blend. fresh is usually found in health food shops and is not expensive. Buy in bulk and freeze in 15g quantities ready to use whenever needed. FLOUR: Traditional pizza bases are made from bread dough, which is usually made with strong plain bread flour. Whole meal flour may also be used, a handful of wheat germ or bran is added at times for flavour, fibre and appeal. OIL: For the best flavour always use a good quality olive oil, such as extra virgin. PREPARED BY: Position:

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TASK #: 4.09

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Pizza JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

TOPPINGS There are a number of classic ingredients that can be used regularly in pizza toppings. These include tomato sauce, olives, anchovies, capers, mushrooms, ( bell ) peppers, artichokes and chilies as well as cheese and herbs. Be adventurous and experiment, but don't be afraid to stick to simple combinations of just two or three ingredients. The simplest pizzas are often the most delicious and memorable as the flavours don't fight each other.

SUCCESSFUL BAKING The Secret of a crisp, chewy base is to bake at a very high temperature for a short time as possible. Traditionally, pizzas are cooked in special ovens on a stone hearth. A large peel or paddle is used to slide in and out. Baking on a pizza stone produces the best results at home. Alternatively, use a baking sheet or a perforated pizza pan- the holes allow the heat and air to reach the centre of the base, resulting in a crisp, evenly cooked crust. Always push up the edge of the dough to form a rim to prevent the topping from spilling over while it cooks. As pizza slices are easy to eat by hand, they make great party food. Crisp salads, coleslaw and garlic bread are ideal accompaniments and help to make up a balanced meal. Because of their rich flavour pizzas are best served with Italian table wine such as Valpolicella, Chianti or a well- chilled Frascati. Beer too goes well with pizza. Follow a pizza meal with a refresher dessert such as fresh fruit salad, sorbet or ice-cream.

Four seasons: traditional pizza on which the toppings are divided into four sections to depict a season of the year. Calabrian pizza: Traditionally this pizza

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

To learn about fresh and Saltwater fish and seafood. To understand its daily use, Pricing structure and value In the menu selection.

TASK #: 4.10 TASK: Fish & Sea food EQUIPMENT NEEDED: HOW TO DO IT

Saltwater fish: - Tuna fish, pomfret, mackerel, yellow tail, stingray, flounder, mullet, snapper, sea bream, shark, grouper, hammerhead shark, barracuda catfish, milk fish, sea eel, turtle, sharp nosed shark, lizard fish, milk fish, mahi mahi (dolpin) - herring , sword fish, sole, turbot, sardine,

WHY To use seasonal fish and seafood, preferred from local supply and for special Arrangements from overseas To reduce and cut costs. To use preferable fish and Seafood from farmed sources.

Freshwater fish:

To get to know the various Preparation/conserving methods of Fish and seafood: -

Freezing Smoking Salt/Seasoning Drying/sun drying Marinating Sterilizing

- Trout, carp, perch, river catfish, snakehead, Spiny eel, sheatfish, striped catfish, salmon Rainbow trout, brochet, sturgeon, river sole River eel, Crustacean: - Lobster, spiny lobster (langouste) , prawns Shrimps, tiger prawns, crab, crayfish, Maroons, Shellfish: - Oyster, mussels, clams, sea urgin, octopus, squid, baby squid, scallops, snails, sea cucumber

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Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 4.11 DEPARTMENT : Restaurant TASK: Snails-Oysters-Clams JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

Edible snails Antoine Careme (1784-1833), was responsible for the elevation of the edible snail to gourmet status at the beginning of the 19th century -a la bourguignonne, Burgundy style, with butter, garlic and parsley. Little compartments with special compartments were developed together with pincers that could grip their hot shells and a two pronged fork to extract the flesh. The gourmet, however, realizes how meticulous the preparation of this grisly little animal is. Before consumption snails must undergo a starvation diet for at least ten days. This is strictly adhered to everywhere except in the South of France where the snails are allowed a diet of thyme. This is essential to rid the snail of any poisonous leaves it may have consumed. For reasons of cleanliness the snail is subjected to three washes with water. The first cleans the outside, whilst the second , with salt and vinegar added , concentrates on the insides. Finally the snail is bathed in clear water. The snails are then generally blanched, cooled, removed from their shells and usually cooked in a well seasoned bouillon. Once cold they are replaced in the shells which have in the mean time been sterilized. They are sealed with herb or snail butter and are then ready for consumption. Our distant human ancestors did not take long to discover the delights these gastropods. in the rest of France ,however , the upper class considered snails as food for the poor. The burgundy snail , whose shell is up to 2 inches (5cm) in diameter , fell victim to the gourmets (and modern agriculture) and has now become very rare. Chefs now often substitute them for petite gris, the smaller version of the edible snail with a gray body in a white or speckled yellow shell. They are a native of Gascony, Provence, Languedoc and Roussilon and are more suitable for domestic breeding, heliculture, than their larger cousins. Canned snails are often Eastern European imports, or Turkish snails, which are recognized by their dark flesh and black edge to the shell, or imported deep-frozen Chinese snails which are half pound giants from the family of the Achat snails. Although snails contain large amount of mineral salts . they are in fact quite indigestible and should therefore only be consumed in extreme moderation.

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Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 4.11 DEPARTMENT : Restaurant TASK: Snails-Oysters-Clams JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

MUSSELS Dutch speak of mussels as their single natural resource. Exported to France , Belgium, and Germany. Mussels are grown on the sea floor. They have little to do with fishing as the mussel seeds arer sown and harvesting of mature shells is done by boat. The immature shells are sown in shallow waters, in parcels that are licensed to the fishermen by the government on lease. When they are about 1-11/2 inches (some 3-4 centimeters)long they are transferred into deeper water and dropped on nutrition rich subterranean banks. In earlier times mussels used to attach themselves to the piers, and hence called pier mussels. Harvested twice a year May and September. When the mussels have reached size of 2-4" (5-10 cm) they are raised from the sea floor with dragnets and brought to the shore with dragnets and stored in special sea water storage container tanks. The containers keeps sand out and other impurities until the mussels are ready and can be packed and shipped. These sophisticated and strictly controlled farming and marketing techniques make it possible to still eat mussels in the months whose names contain an "R": according to a old tale, while between June and August mussels should not be eaten because of possible poisoning. In summer months , the animals filtering the sea water currents may release the so called 'water blossoms' a poisons which develops due to a concentration of a certain red algae. Today as almost all the mussel are cultivated mussels, so the danger of encountering it is small.

CLAMS A bivalve mollusc, 5-10cm (2-4in) across whose large smooth shell is marked with fine circular striations. Clam introduced to France by the Americans in 1917 are gathered from sandy and muddy estuaries, particularly on the east coast of US. But also in France region of Charente. They are eaten raw or cooked like oysters or a la commodre. The American hard clam measuring 3-6 cm 11/4-21/2" has a thick yellowish grey domed shell marked with deep concentric grooves and covered with warty lumps. It is rarely found in the Mediterranean, but it is abundant on the Atlantic and English channel coasts living in the sands on the sea shores. Also known in France as “rigadelle” or coque ragee, it can be eaten raw,(preferably without lemon juice, so as not to hide its subtle flavour or cooked stuffed like a mussel or in a soup ). Clam chowder is a soup made from vegetables onions , and clams garnished with strips of larding bacon .It originated in New England . A clam bake picnic originating along east coast of U.S.A. at which clams and other shellfish are cooked on heated stones under a layer of seaweed.

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Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 4.11 DEPARTMENT : Restaurant TASK: Snails-Oysters-Clams JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

Oysters Varieties of French oyster Belons Flat oysters from Brittany with a very delicate, nutty taste. Bouzigues From the large inland lake of thau on the Mediterranean between sete and agde Gravettes d’Arcachon Mostly known as Archons; flat oysters from the southwestern Atlantic coast of France at Bordeaux. Marennes Rock oysters from the area between the Charente coast and the island of oleron; they are fattened and refined in natural basins the claires.  Claires have been refined in the basins for a short time.  Fines de claires are those which have spent four weeks in the breeding basin at 20 to the square yard(square meter) and contain at least six percent flesh  Speciales de claires are entitled to their name when they have spent at least two months at 10 to the square yard (square meter). Then they should contain at least nine percent flesh. HOW TO OPEN AN OYSTER 1. Oysters are not washed since they are supplied already clean. 2. Lay out oyster on a cloth, which has been folded several times, so that the flat side is the upper most. 3. Grip firmly with the left hand and hold straight.Work over a flat bowl to catch any water spilling from the oyster. 4. With the short, strong oyster knife cut into the so-called hinge and separate the closing muscle. 5. Now draw the knife horizontally between the shells, and then use it as a lever to open up the two halves. Remove the upper shell. Oysters are located near the sand banks between estuaries. They are able to live on the right mixture of sea and fresh water and can flourish in water temperatures of more than 70oF (22oC).The native flat European oyster species was completely decimated by disease in 1922. Fortunately there was a substitute, for in 1868 a ship in distress was forced to ditch its load of Portuguese oysters overboard, which then flourished on the Marennes coast until they too succumbed to the epidemic. Help was on hand however in the form of the Pacific rock oyster, crassostrea gigas, which has dominated the French coastal area and its restaurants ever since. In the month of July the oysters breed on strictly protected natural banks.

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Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 4.12 DEPARTMENT : Restaurant TASK: Lobster JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

If you want to enjoy completely fresh sea-food in general, or hommard, lobsters, in particular, then a journey to Brittany is a must. Saint-brieuc is the French Capital for lobsters, langoustes (spiny lobsters),crabs, scale[s and other shellfish. Even oysters, indispensable on any sea food platter, are available in Brittany. The principal lobster fisheries of the world are found along the western shores of the Atlantic Ocean from Labrador south to Florida, and off Brazil (cape de Sao Rogue) in the Caribbean; off the southern tip of Africa (Cape of Good Hope) ;in the western Pacific ocean off Japan ; on the south Tasmania; in the Indian ocean west of Australia ; with smaller lobster fisheries located in the English Channel, in the Bay of Biscay, along the west coast of Africa, southward from Cape bianco; and in the eastern Pacific in waters west of Colombia, and Mexico, including Baha California. VARIETIES The greatest lobster harvest is of three species of true lobsters : 1) the American lobster (Homarus americanus), representing about 50% of the total catch. 2)The European lobster (H. Gammarus) repressing about 30% of the catch and 3)The Norwegian lobster (H.novergicus) ,also sometimes referred to as the Dublin Bay prawn or scampi These three species are found in the temperate waters of the north Atlantic and supports large fisheries. The two species found in Europe are fished from Norway south to North Africa and in the parts of Mediterranean. The American species ranges from Labrador to North Carolina. Principal fisheries for the American lobster are between Cape Cod, Massachusetts and the Gulf of Saint Lawrence, Canada In recent years ,there has been a general decline in the lobster catch, even though numerous regulation has been established by Canada and the United states over harvesting time and practice. The catching of the lobsters is an arduous job. Lobster pots are laid in the sea at a depth of up to 220 feet (70 m) . These contains bait- salted fish for lobsters, fresh fish for crabs. Everyday the fisherman put out ton the sea to haul up the poits and check the catch. Being caught is a shock to the lobsters and they require several days un the aquarium to recover. If they are brought alive they can be kept for two days in the lowest compartment of the refrigerator, covered with a wet cloth .The wooden trap is the primary gear used for American and European lobsters

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.12 DEPARTMENT : Restaurant TASK: Lobster JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

This boxlike or semi cylindrical gear has basically remained the same. Although some changes has occurred , trap fishing essentially involves setting of traps that are baited with dead fish. The lobsters are attracted to the bait enters the trap, and cannot escape. The traps are lifted lifted every few days ,the lobsters are removed ,and the cycle repeats In the American market, lobsters rare marketed on the basis of there sizes, the 1pound size being the commonest one. Lobsters over 2pounds decline in there market value as consumers do not like larger lobsters. Dark blue is the colour of the live lobsters and it is only when cooked that they assume there red colour due to the presence of there characteristics pigment oxozanthine.

Cooking will also bring the true taste ,but care must be taken not to simmer the lobsters for not more than quater of an hour as it will otherwise lose its colour and flavor and the flesh will bececome tough . It can also be baked ,grilled steamed ,broiled The female or „hen‟lobsters cancontain eggs in the form of red roe and corals..The summer is the main catching season and is ofcourse the time when lobsters are at their freshest and best value fir money..

Some famous lobster dishes ; Homard a la Americaine : Flambeed lobster pieces in fine tomato sauce. Homard a la creme : Pieces of lobsters fried quickly and then cooked in cream. Hommard a la nage : Whole small lobsters cooked in white wine stock. Homard au court bouillon : Cooked and served whole in a seasoned court bouillon

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 17.3 DEPARTMENT : Restaurant TASK: Lobster JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

CRAWFISH. It is also popularly known as the “false” lobster, principally there are two varieties Cape spiny lobsters and the European spiny lobster. Found worldwide in most temperate coastal waters, these crustaceans have no CLAWS. Most of their flesh is contained in the tails and they can be used in any recipes calling for lobsters. Available fresh or, frozen they can be steamed or broiled. Unlike other crustaceans, such as lobsters, they do not turn bright red when cooked. Spiny Lobsters : The crawfish can be easily be distinguished from the shrimps by there dorsoventrally flattened bodies and the usually powerfully developed pincers on the first pair of walking legs. The abdominal legs are no longer adapted for swimming but are used by the females as the place to attach her eggs. It belongs to the FAMILY--- PALINURIDAE GENUS---- Jasus SPECIES--- lalandei This above varieties is also popularly known as the Cape spiny lobsters and is popular on the menu in South Africa and Australia. These species has seasonal migrations, during which the animals may walk for more than 100 kilometers along he bottom of the sea and are thus able to discover suitable areas having sufficient food. It is possible, that the sounds animals produces, discovered only recently, aid in regulating these migrations. One of the largest of the spiny lobsters is the New Zealand spices (Jasus verreauxi), which can attain a weight of 30 pounds and a length of 3feet. However, most specimens are smaller than this. The European spiny lobster: FAMILY--- Palinuridae. GENUS---- Palinurus SPECIES--- vulgaris It has a body of 18 inches and weigh up to 9 kilograms. This species lives on the rocky coast of the Atlantic and the Mediterranean. It is a valuable food animals. It feeds at night on snails, mollusks, and dead animals. It is caught with pots or baits . Divers in some regions(east coast of Africa, Galapagos, West-Indies) take spiny lobsters by hand .In the night spiny lobsters are caught by holding lanterns in one hand and picking up these crawfish from the reefs by gloves .

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.12 DEPARTMENT : Restaurant TASK: Lobster JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT CRAYFISH. The crayfish are essentially restricted in the distribution to the northern hemisphere. In the southern hemisphere, the ecological niche they occupy is taken over by the paradises on the south America. The true crayfish is a crustacean and reaches up to a length of about 6 inches. FAMILY -- Astacidae GENUS -- Astacus SPECIES -- astacus This is the European crayfish which lives only on clean water. And hunts for its food at night feeding on both plant and animal materials. Male crayfish can live up to 20 years. In recent years , partly because of the pollution, crayfish population has diminished. This has also been partly because of the fungus called “crab plague”. The European crayfish population was seriously threatened in 1879 when it was nearly wiped out. The American crayfish (Orconectes limosus) introduced into Europe in 1890 is immune to the disease and can survive in dirty water. It is especially popular in Scandinavia and is the main ingredient in Nantua sauce.

American and European lobsters. Hommard cardinal : Cooked with truffles and mushrooms in a sauce bechamel flavored with the shell of lobsters. Hommard grille : Halved, brushed with olive oil and broiled. Hommard Themidor : Lobster ragout in piquant mustard sauce gratinated with cheese. (Thermidor corresponds to the month of August and is the eleventh month in the calendar of the French revolution, which was applied from 1792--1806.)

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.13 DEPARTMENT : Restaurant TASK: Sushi JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

8 Introduction “Sushi” vinegared rice dishes appear in many forms. All are based on vinegared rice, accompanied by slices of raw fish with or without omelet strips, sliced vegetables, “nori “ seaweed, and a variety of colourful garnishes.

These Japanese “sandwiches” may be prepared simply, by topping an oblong of vinegared rice with a dab of horseradish and a slice of fish, or elaborately by topping the rice with a wide variety of delicately flavoured ingredients, rolling them all in “nori”, and cutting them into 1-inch thick slices. The “sushi” recipes on the following pages can make unusual hors d‟oeuvres, first courses or satisfying lunches.

8.1

Variations

Sushi is simply vinegared rice plus, but the sushi devotee is faced with a difficult choice among the additions – the multitude of toppings and fillings. Above are sushi that have been rolled in nori- dried layer – and cut into rounds. The sushi are sometimes rolled with strips of omelette, watercress, mushrooms and gourd shavings. These are sushi filled with red tunny fish and sushi filled with pickled yellow radish.

Another variety of sushi is with mushrooms and cucumbers. All are accompanied by soy dipping sauce strips of pickled ginger. Another type of sushi is the nigiri sushi, in which an oblong of rice is topped with fish. Sometimes the topping is of cooked, butterflied prawns. The toppings may also be of stripped bass, partially surrounding a mound of sushi rice topped with red caviar and encircled by nori, oily tunny fish, lean dark meat tunny, omelet and squid decorated with a strip of nori. The cucumber maki zushi is a is a refreshing change of pace, and the pickled ginger adds a touch of sharpness.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.13 DEPARTMENT : Restaurant TASK: Sushi JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

Sampling The Specialty Restaurants

The Japanese like to eat out - and they do with a fervour and a frequency that are unmatched in the West. As a consequence, not only do restaurants flourish by the thousands but they are also found in every size and description. They range from the elegant and the expensive preserves of the wealthy and the influential to the tiny cubby holes and mobile food bars. Of all the eating establishments, the public most often patronize those restaurants which specialize in one way or another - perhaps in a distinctive cooking technique or in serving a single kind of food or in making the dishes associated with a particular region of Japan. Food is uniformly good both in preparation and in presentation, the restaurants are immaculately clean, and the prices are fair and often quite low. HYGIENE ASPECTS

Another advantage of this type of restaurant, particularly for the nervous foreigner who suspects cleanliness is non - existent outside his own kitchen, is that it lets one see just how clean Japan's restaurants really are. Even in very small places the floors are closed down several times an hour, the worker's wearing wooden clogs that keep their feet several inches above the wet floor. Wooden cutting blocks are washed after every use and grills scraped down immediately.

Chopsticks are used once and thrown away and counters scrubbed repeatedly until the wood gleams white. No employee who touches the food will handle money, and since every Japanese bathes at least once a day, staff hygiene is never a problem. The kitchens of restaurants with private dining rooms are not open to public view but even they maintain the highest standards of Japan compared to the world. Chopsticks should never be crossed, neither is it allowed to move food from chopsticks to chopsticks They should be laid on a “resting set” , usually out of porcelain

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.13 DEPARTMENT : Restaurant TASK: Sushi JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

Stepping from the grimy street into one of these spick and span restaurants, the customer himself may feel unclean, or at least bedraggled. The Japanese have an answer for this too : oshibori . These are small damp towels - nowadays sterilized and rolled up in cellophane - which every Japanese restaurant and bar sets before each customer as soon as he sits down. comes steaming hot for most of the year and provide a highly refreshing way to wipe the casual dust from your hands makes you ready to handle your food. A man or woman without make up can get even more refreshment out of oshibori by rubbing it over the face and neck, especially in the summer when oshibori is handed out ice cold. No other counter restaurants of this type have as much to offer the adventurous gourmet as Japan's sushi are he national dish of Japan; there is nothing remotely like it anywhere else in the world. you can find it In one form or the another in every corner of Japan and you would not be able to find a native who says he doesn't like it. Even Foreigners, once they have overcome their initial prejudice against raw fish, rave about sushi and argue with each other over the merits of their favourite sushi place.

The Sushi Restaurant

The typical sushi restaurant is small, cheerful and sparkling with scrubbed wood. The bar runs the length of the room, presided over by one or more white - clad chefs, hands red from constant washing, towels knotted around their foreheads. "Irasshai" they shout as you duck under the noren and slide open the door, and as soon as you have sat down at the bar a huge cup of tea, an oshibori and a little mound of sliced ginger are set before you the ginger is to clean your palate before startingand between courses. You wipe your hands with the oshibori, sip your tea and examine the offerings of the day spread out in a refrigerated glass case running along the back of the bar. There will be the dark red lean tunny fish, the marbled fatty toro, little slabs of snow white squid, chunks of fish shiny and speckled like herring, blood red akagai clams, mounds of caviar glistening like jewels, octopus tentacles, abalone still in the shell, pale fingers of prawn and in the midst of all this seafood, little yellow rectangles of omelet, in which certain sushi are wrapped and eaten. Take your time no one will rush you.

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TASK #: 4.13 TASK: Sushi EQUIPMENT NEEDED: HOW TO DO IT

When you are ready you point to what you want, or order it by name. The chef's hands flash like magicians, quicker than his eye; he has been trained and has practiced for years before he is allowed to serve the customers. Out comes the delicacy you have indicated. If it needs cutting the long knife smoothly slices it into two even pieces. From a large tub beside him the chef grabs a handful of vinegeared rice; deftly he kneads it , squeezing in a bit of wasabi. Two fingers of one hand press the rice in the palm of the other; one tiny loaf - shaped rice ball is ready. Then another. The flashing hands slow down. Gently the two slices of fish or whatever it may be are pressed on the two mounds of rice. Then with a proud flourish the chef picks them up in one hand and whisks them onto a slanted , shelf like part of the counter, where they await your pleasure. The whole process has taken perhaps 30 seconds. You pick up the rice mound and dip the rice part into the saucer of Soya sauce, turn it over to keep it from dripping and then place the whole thing on your tongue. Each piece of sushi is designed as a mouthful, but anybody who wants to prolong the delight by nibbling is forgiven - though the rice ball will crumble in his fingers before he finishes.The Sushi One portion of sushi consists always of two of these bite sized balls. Nothing that is sliced must ever be sliced or is served in threes, for one slice is "hito kire" which means "kill" and three slices which means "kill myself". Since the portions are so small you can sample the entire menu at one sitting, or you can eat as much as you like of your favourite dish. A serving of each variety is priced according to the value of the fish and you pay only for what you eat. Prawns are the most expensive, the cheapest, by volume, is maki zushi, in which a long sliver of tunny fish or sometimes cucumber , at the end of a sushi meal, is wrapped in rice with an outer sheet of nori; this roll is then sliced crosswise, and six or eight equal squat cylinders are placed before you. Conclusion Sushi cuisine has a colourful vocabulary of its own, and the customer who uses special words for ordering them instead of the standard Japanese vocabulary often gets special treatment as a true sushi gourmet. Surprisingly many Japanese do not know that at a sushi restaurant wasabi is called namida or "tears" because it is hot enough to make you cry, or that octopus is geso meaning legs. Sushi chefs refer to their egg items as gyoku, or jewel, to tea as agari, meaning up for obscure reasons and to of a cucumber fancying river goblin

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 4.13 DEPARTMENT : Restaurant TASK: Sushi JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT

Of course you don‟t have to go to a sushi restaurant to eat sushi. The sushi shops as well as the noodle and the domburi restaurants, do a thriving business. The sushi is beautifully arranged in opulent round lacquer boxes, which some aesthetes say enhance the taste, and carried by bicycle and motorcycles to inns, offices, and private houses. Moreover the lunchbox bento which are sold in infinite local and regional variations at railway stations, and at theaters and other places of entertainment contain many sushi ingredients although they are not, strictly speaking, sushi. Like every everything else prepared by the skilled and conscientious restaurant chefs of Japan, they are distinguished by their fine materials, their skillful presentations by a broad and varied spectrum of flavours.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff

TASK #: 4.14 TASK: Caviar EQUIPMENT NEEDED: HOW TO DO IT

Caviar Caviar is actually the salted roe of the Sturgeon fish which are allowed to mature. The word comes from the Italian caviale, itself derived from the Turkish kawyar. But the caviar we know today is Russian. It was introduced to France in the 1920‟s following the exile of Russian princes. Charles Ritz formally launched caviar by putting it permanently on the menu at his hotel. The sturgeon lives in the sea but returns in winter to estuaries throughout temperate regions of Asia to lay its eggs. Today the Caspian sea provides 98% of the worlds caviar. The sturgeons were still common in the century but it has become so rare that fishing for it is now prohibited. The soviet Union was for a long time the sole producer of caviar. But since 1953, factories on Iran‟s Caspian coast have produced 180tonnes annually; Russia produces 1800 tons every year. No other Russian delicacy is so sought after in the entire world as caviar, the sturgeon‟s roe. As a delicacy enjoyed by the rich and powerful it takes place on the menu of European luxuries above champagne, truffles, oysters, and pate de foie gras. Its price is astronomical, the pleasure it affords many incomparable. To eat caviar is to participate in luxury.

COMPOSITION : The eggs constitute about 10% of the female‟s body weight. After they have been removed they are washed, sieved, put into brine, ( mostly the famous “Astrachan Salt” is used ) drained, and finally packed into tins.

CATEGORIES : 

Fresh Caviar : This is practically left untreated and must therefore be consumed within a few days.



Malossol : This Russian word means “lightly salted” and is therefore not an indication of a type of caviar, but rather a mark of quality. When stored correctly at 320F (00C) it keeps for a year.



Pasteurized Caviar : This is heated and placed in airtight jars like a jam and can therefore be kept virtually for ever.



Pressed Caviar : Roe which is damaged and of lesser value is more heavily salted and made into bricks. Pressed caviar is good value, but has an intensive caviar taste

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff

TASK #: 4.14 TASK: Caviar EQUIPMENT NEEDED: HOW TO DO IT

About 5kg fresh caviar are needed to make 1kg pressed caviar. It has a strong and rather oily taste and is sometimes considered too, salty although it is appreciated by Russian connoisseurs. The process of salting only lasts for ten minutes and is carried out by hand. The caviar is spread out and is rubbed with an exactly measured film of salt. In this way the grains become firm, but must not be allowed to turn hard. After this caviar is put into large cans, which carry the number of the fish -- the roe of different sturgeons roe never mixed with each other. The cans are placed in the stores of the ship. Once on land caviar is then put into smaller cans and dispatched.

TYPES :    

Beluga - The most expensive and produced by the largest species, which can weigh up to 800 kg. The eggs are more or less dark grey, firm, heavy, and well separated. These are the biggest but most fragile eggs, and if they burst the caviar becomes oily. Ossetra - Characterized by smaller more even grains, which are golden yellow to brown and quite oily; considered by many as the best. Sevruga - Produced by small sturgeons, which are the most prolific and give very small light to dark grey eggs. This is the cheapest variety. Salmon caviar - Relatively cheap, red caviar is the roe of salmon caught in the sea.

STORAGE : Caviar is a semi-conserve and perishable; it should be kept between 0º C to + 4º C .

PORTIONS : If served as an Hors d‟ oeuvre allow 50gms per person. It should be served cold but not frozen, preferably on crushed ice. Blinis (buck wheat flour pancake), sour cream or lightly buttered toast make an ideal accompaniment. Never use lemon, it affects the taste. CALORIFIC VALUE : Caviar has a calorific value of 140 Cal per 100gms.It is rich in phosphorus and contains per 100gms --20 g lipids and 30 g proteins.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To get familiar with commonly used meat for the Daily use and various types Of cuts available.

TASK #: 4.15 TASK: Meat, Poultry, Game EQUIPMENT NEEDED: HOW TO DO IT

Meat products like beef, veal Lamb and goat are products of their environment. Advanced farm management, Animal husbandry, natural Surroundings and breeding techniques are result for prime quality raised and produced around the world, as in America, Europe, Australia, New Zealand and South America. Constant new technology Hygiene, feeding , slaughtering and packaging Techniques are introduced To get better quality.

WHY It is important to know the basic history of meat products Available and used in the daily Operation. The Chef today should know what to offer best for the customer and for the variety of Arranging a menu.

Grass fed Beef: Grass fed beef is lean and is generally favored by Most customers, because it is seen as healthy and low fat. Cattle grazed on pasture absorb a pigment form the grass, called carotene, which can result in a slight yellow discoloration of the Fat but flavor is enhanced. Grain fed beef: Grain fed beef id derived from cattle which are fed for a minimum number of days on a nutritionally balanced, high energy feed. Uniformity of feed results in a greater consistency In the characteristics of the product and varied Levels of fat content compared with grass fed beef. It has a marbling fat which is good in nutrition and has a more consistent meat colour and fat colour. Veal: Light veal carcasses weigh less than 70 kg and Are typically produced from dairy calves. Up to 150 kg they are produced from vealers or weaners that have had a diet of milk and grass. Milk fed veal is usually more tender and preferred in the kitchen.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 4.15 TASK: Meat, Poultry, Game EQUIPMENT NEEDED: HOW TO DO IT

WHY

Lamb: Most lamb is produced in fertile regions with good rainfall or from irrigated areas with lush and rich grass land. Breeds are crossed of “Merino” with British breeds and milk-fed and grass fed animals are on the market now. Goat: Australia is the world leader in the supply of high quality “Capretto” and “Chevon” goat meat. Goats are not used only for special diet for Muslim specialties, but as well for most European and Asian ethnic cuisines. Goat cheese Is very popular in Mediterranean countries and Becomes famous around the world. Pork: Most pigs are slaughtered with 5 1/2 – 6 months, Much more less fat than in the past. The storage can not be prolonged through vacuum packaging. It is not suitable for it. The meat should not be kept frozen longer than 3 months. Suckling pigs are very young animals with 2 –3 months and with around 12 kg weight. The skin is soft and Will be roasted and used as a whole. White poultry: Chicken : 0,4 – 0,7 kg Fattened chicken : 0,8 – 1,3 kg, 1,3 – 1,8 kg Cockerel : 2,0 – 3,0 kg Soup chicken : 1,2 – 1,8 kg Turkey : 2,0 – 3,0 kg, 3,0 – 6,0 kg, 5,0 – 12,0 kg (North America) Dark poultry: Duckling : 1,3 – 1,7 kg, 1,8 – 2,6 kg Goose : 4,0 – 6,0 kg Pigeon : 0,3 – 0,6 kg

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 4.15 TASK: Meat, Poultry, Game EQUIPMENT NEEDED: HOW TO DO IT

To understand the different Sorts of game used for various dishes, occasions.

Deer: Mainly from Europe, North America, New Zealand. Up to a age of 3 years the meat is tender. Used for steaks, terrines, ragout, sausage, salami

To understand what items are Available locally and what is import.

Venison: Mainly from Europe, North America, New Zealand. Up to 3 years it weighs 13-18 kg. It is very tender And prepared fresh during the autumn season. Used for escalope, steaks, terrines, ragout, roasts, Sausages and salami. Rabbit: Mainly from Europe, Argentina. The quality is best until 8 months and hunted in Late autumn. Used are the fillets, legs and shoulder for pepper ragout (with blood), roast Terrines and sauteed dishes. Bear: Nowadays used in Asia/China only, but should now be protected by WWF. Reindeer: Used mainly in Scandinavian countries such as Finland, Norway, Sweden and Russia. Animals reach a weight of up to 120-150 kg. It is mostly marinated and used for steaks, ragouts, dried meat, salamis and sausages. Wild Boar: Mainly from eastern Europe, Canada, Asia. Used as young animal with 4-6 months and up To 3-4 years for the older animal. Prepared for roasts, ragouts, smoked ham, steaks. Pheasant: Mainly from Europe, Scotland, UK. Nowadays bred in farms and released after Into the wild nature. Used fresh and frozen for supreme, soups, Roasts and terrines.

WHY To learn about the different Animals, its habitat and use For different dishes and Occasions.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To understand the responsibilities and production of the cold kitchen.

TASK #: 4.16 TASK: Gardemanger EQUIPMENT NEEDED: HOW TO DO IT

The gardemanger is responsible for the walk-in-fridges and freezers. Regular cleaning and sanitation is of outmost importance. He prepares all cold foods as: Salads, for appetizer, side dishes, with condiments and garnishes Salad dressings for the various dishes with different recipes - Terrines, pates, galantines and mousses of fish, seafood, meat, poultry, game, vegetable. Preparation of cold buffets, cocktail parties coffee breaks, breakfast buffet Preparation of show pieces in butter, ice carvings in various shapes and events Buffet decoration with roast meats, poultry Roast and steamed fish/salmon, bread Display, Fruit and vegetable carvings from different ethnic background, Chinese, Japanese, Thai European Preparation of cold platters, sausages smoked meat and seafood, Arrangements of seafood buffets and displays with lobster, caviar, oysters etc Appetizers for buffets, set menus and a`la carte dishes. Sandwich production for cocktail, snacks a`la carte and lunch boxes

WHY The gardemanger works closely with the hot kitchen ( saucier, entremetier ) and bakery to fine tune all dishes and menus for various occasions

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To understand the various Sections of the hot kitchen, Their daily production and Responsibilities.

TASK #: 4.16 TASK: Hot Kitchen EQUIPMENT NEEDED: HOW TO DO IT

Saucier: -

-

produces all hot sauces including hollandaise and special sauces as apple sauce, mint sauce barbecue sauce prepares all meat dishes of game, poultry veal, pork and beef, lamb prepares for buffet, cocktail, set menu, a`la carte checks the meat cuts and coordinates with other sections takes over the position of rotisseur in small and medium hotel kitchens

Entremetier: -

produces all soups and stocks prepares all vegetable dishes and garnishes prepares all side dishes as rice, potato, noodles and pasta produces al vegetarian dishes

Fish cook, poissonnier: -

prepares all fish & seafood dishes sets up seafood counters prepares dishes for buffet, cocktail, set menu in small and medium operations this position is taken over by the saucier section

WHY The biggest responsibilities Are given to the saucier section and therefore the Chef saucier usually takes charge In absence of the Sous Chef Or Executive Chef in some Restaurants and small hotels

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To understand the responsibilities of the butcher And his production

TASK #: 4.16 TASK: Butcher EQUIPMENT NEEDED: HOW TO DO IT

The kitchen butcher receives all meat, sausage Fish, seafood, poultry and game products. They have to be checked for quality, size and Freshness and stored accordingly. Products may arrive either fresh, dried or frozen

WHY The freshness and quality control of the butcher puts Lot of responsibility and Guarantee for top finished products

All meat cuts of veal, beef, pork, poultry, game have to be portioned like: - Fillet whole - tenderloin mignon - medallions - steaks - escalopes, schnitzel - stroganoff - sate - goulash, ragout - roast beef, roast pork, roast veal, roast chicken, roast turkey - loin, supreme - hamburger meat - force meat

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All fish and seafood items, if not alive used In the kitchen, to be cut for: - fillets - medallions - force meat for pates, terrines and consommes - smoked items - skewers, sate - steaks - ragout All portioned items to be vacuum packed, frozen Or stored in the chiller for the various outlets. All frozen products carefully wrapped and packed and marked with date of production Before storing in the freezer APPROVED BY:

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

To understand the responsibilities and production of the pastry and Bakery section

TASK #: 4.16 TASK: Bakery, Pastry EQUIPMENT NEEDED: HOW TO DO IT

Important details have to be followed up: -

prepare all dough according to recipes check the measurements at all times proper mice en place sieve the flour at all times, fluffy dissolve salt in water and liquid clean and hygienic at all times work on production areas for pastry & bread separately cover dough with plastic film, to prevent it from drying let the dough rest according to recipe check temperatures and times for oven preparations according to recipe proper storage of all ingredients

Preparation and production of: - all bread products - rolls, soft rolls, buns, sweet pastries - Danish pastries, ginger bread - Snacks, savory and fruit flans - Petits fours, confectionary - Pralines and chocolates - Showpieces of sugar, chocolate, bread - Torten and gateaux - Fresh cream and cream desserts - Sponge mixtures - Butter mixture - Short paste - Puff paste - Ice cream products - Sugar products - Dough for pate preparation - Butter mixtures - Fermentation and bread making - wedding cakes

WHY

The pastry chef and his staff Work 24 hours and the night Baker prepares Danish and bread for breakfast They work closely with hot kitchen and gardemanger and Supply them with cocktail items, pates, bouchees, Snacks for coffee breaks, buffets, breakfast and a`la carte desserts

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To understand the work and Production of the kitchen artist.

TASK #: 4.16 TASK: Kitchen Artist EQUIPMENT NEEDED: HOW TO DO IT

The kitchen artist prepares most of his works In advance and stores his show pieces in a special Assigned storeroom. The show pieces can be made of - wood - glass - foam - metal - paper - plastic - fruit and vegetable carving - butter and chocolate sculptures - paintings and drawings

Decoration pieces vary according to the seasons Like: - Christmas - New year - Chinese new year - Valentines day - Mother‟s day - Father‟s day - Easter - National day - Moon festival - Children‟s day - Different food promotions - National days with reception - Wedding parties

WHY

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 5.02 TASK: Greeting, Welcoming & Seating Of Guest EQUIPMENT NEEDED: HOW TO DO IT WHY

Body Language

 

Welcome guests with a smile and within 10 seconds. If guest cannot be met, acknowledge his/her presence with eye contact.

Language



Welcome by saying “Good Morning/ Afternoon/ Evening, Sir/Madam, welcome to ____ Restaurant” Repeat guests will be welcomed with their names (Good Evening, Mr. X”) If busy tell the guest that you will be with him/her shortly. Apologize for keeping the guest waiting and proceed with the normal service.

  

Check reservations

  

Use the name in the reservation Check the number of guests Verify if it is a smoking or non smoking table Verify special requirements (eg birthday, window table, etc).

Escorting and Seating



Escort guest to the pre- arranged table, saying “ please come this way “Mr……….” Pull the chairs without making a noise for ladies first



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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 5.03 TASK: Greeting And Seating EQUIPMENT NEEDED: HOW TO DO IT

1. Hostess, restaurant manager or other member of staff is available at the entrance in impeccable uniform, ready to welcome guests. 2. All guests are welcomed at the entrance – nearest available person greets guest immediately.

3. Deal with the guest within one minute of arrival. 4. Acknowledge guest within 10 sec / 3 meter of entrance. Establish eye contact and smile. “ Good morning / afternoon / evening Sir - Madam, welcome to the steak house, how may I help you “ ? 5. If you are busy, say: “ I will be with you very shortly Sir / Madam “,or call a colleague. 6. Ask for the guest name, rather than the room number.

7. Check reservation: “ Do you have a reservation, Mr. Miller “? 8. If no reservation, check if the guest stays in-house and ask for the guest name. 9. Offer to take coats, jackets or bags. 10. Ensure security of property. Issue a receipt as appropriate. 11. If guests have not reserved and must wait for the table, inform them of length of wait and suggest that they wait in the lounge/bar. Inform them as soon as the table is ready. If the guest wait in the bar for a table, inform the bar manager, offer the Menu and take the drink order. 12. Obtain reservation details and reconfirm guests requirements. 13. Offer a choice of seating. “ Would you like to have a table by the window / smoking or non-smoking section of the restaurant ?” 14. Guide and escort guests to the table.” Please follow me Mr. Miller “ Walk at the same pace as the guest, just one step ahead.

WHY

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 5.03 TASK: Greeting and Seating EQUIPMENT NEEDED: HOW TO DO IT

WHY

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15. Pull out the chair for the lady first. 16. Observe guests and anticipate needs, offer newspaper to guests dining alone. “ May I offer you a newspaper, Mr. Miller ? It‟s today‟s paper “ offer a newspaper / magazine to solo diners if appropriate. 17. Offer to take drinks order. 18. Present the menu open to the guest.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff

TASK #: 5.04 TASK: General Service Rules EQUIPMENT NEEDED:

Oriental Hospitality Consultants – OrientalHospitality.com WHAT TO DO HOW TO DO IT 

To show professionalism in our service standards and to delight guests with personalized acclaimed international standards of service.



All labels of bottles served when placed on the table/tray should face the guest.



When tea /coffee cups are served to ensure the handle of the cup is at a 4 o‟clock position, and the tea spoon is in the same angle as the handle of the tea cup.

WHY 

To ensure that service at all times are provided are of high standard and professional.



The words you use, your posture when working also is a part of the total experience for a guest.

If milk and hot water is served to place it on the right side of the tea cup with the handles placed towards the guest to ensure easy pick up from the right hand. To ensure each sugar bowl contains 6 cubes of white sugar, 6 cubes of brown sugar and a bowl of only white granular sugar. Low calorie sugar will only be served if the guest requests other than in in-villa dining. All these will be on a underliner 

If tea/coffee is to be served the waiter should ask the guest whether he/she would like to have it with milk or without milk. If he/she mentions with the addition of milk then fill the tea/coffee cup with ½ of tea/coffee and then pour milk on that about the half the amount of tea/coffee. Leave ¼th of the teacup empty for sugar and for stirring.



When placing of food items to place garnishes at a 12 o‟clock position and the main food item at a 6 o‟clock position.



Cutlery will be wrapped on a napkin if it is a in-villa dining order and should be placed on the right side of the main course.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff

TASK #: 5.04 TASK: General Service Rules EQUIPMENT NEEDED:

Oriental Hospitality Consultants – OrientalHospitality.com WHAT TO DO HOW TO DO IT 

If water is to be poured on to the glass, the glass should be filled only ¾th.



Ensure all trays are clean, plate covers well washed and wiped, cutlery clean and free of any bad smells, crockery clean and unchipped, linen clean well pressed with no loose threads hanging and glassware spotlessly clean.



Ensure all accompaniments served are placed on an underliner with appropriate cutlery places on the right side of the saucer/underliner on a 4 o‟clock position.



Handling of all glasses should be from the base, when handling plates ensure not to touch the inner rim of the plate, cutlery should be held only from the base and teacups from the handle.

PREPARED BY: Position:

Signature: Date:

WHY

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant

TASK #: 5.04 TASK: Service Sequence

Oriental Hospitality Consultants – OrientalHospitality.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 

To show professionalism in our service standards and to delight guests with personalized acclaimed international standards of service.

1. First impression 2. Greeting and welcoming the guest to the table 3.Leading the guest to the table and seating the guest 4. Serve water and cold or hot towel 5. Present drink list and suggest beverage special or wine by the glass 6. Take drink order 7. Present menu recommend and take order for food and wine by the bottle 8. Serve drink or wine by the glass 9. Open and serve a bottle of red wine 10. Serve bread and butter / dip selection ( for western food only ) 11. Serve starter, wish to enjoy their meal, check ashtray, bread basket & drink 12. Serving and clearing main course, placing toothpicks 13. How to crumb down table 14. Taking coffee and tea order, suggesting liqueur 15. Adjusting covers 16. Follow-up and observation 17. Up-selling technique 18. Billing and payment 19. Complaint handling 20. Farewell and departure

PREPARED BY: Position:

Signature: Date:

WHY 

To ensure that service at all times are provided are of high standard and professional.



The words you use, your posture when working also is a part of the total experience for a guest.

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 2.11

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Service Sequence B JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

Always  Make eye contact and smile

Remember the Basics and make the guest welcome And comfortable At all times.

 Never point , stare or talk about guests  Watch for sudden movements  Listen for cutlery etc. hitting the floor  Walk quickly and notice everything  Watch for removing/changing wine, butter, ashtrays  Only top up wine already drinking  Serve ladies first, then guests, then host  Always give good and quick service  Do not be embarrassed to say” I don‟t know, but will find out  Anticipate all their needs, be aware

Never say 

Drink



Dessert



Can I clear your plate



Have you finished



Coffee ?



Mai Dai!!!!!

PREPARED BY: Position:

APPROVED BY: Signature: Date:

Position: Director of Food & Beverage

Stefan Schmid Signature: Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 2.11

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Service Sequence B JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

Reminders 

Keep moving – never stand still



Have fun, but remember, gusts are not here to talk to you



Do never interrupt



Dining out is an experience – at every moment The Cycle Of Service

             

Identify the host and the guests Give napkin whilst offering glass of wine Offer cold towel Pour water Give menus and give Chef‟s special recommendations Take food and wine order and REPEAT order to guest Remove any place settings not needed Place correct cutlery on table Serve bread and butter Serve food plus all condiments – ladies first, no auctions Offer pepper mill Change ashtray 30 seconds call back ( do something at table ) Anticipate the needs – glasses, newspaper, ashtray, coffee, digestif,……etc

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 5.05

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Taking Restaurant Reservation JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Taking restaurant reservations

All reservations to be filled in the Outlet Reservation Book

 Reservation enquiries may be taken directly from guests Or through the telephone. Reservations through the Telephone are taken directly if guests call between 11.00 am - 15.00 pm or between 18.00 pm – 22.30 pm.  Ant reservations not made during those times will be taken down by the Restaurant Reservation Department Switchboard operator and passed on to the outlet at 10.55 am or at 17.55 pm daily for lunch and dinner. All reservations are accurately written down in the Outlet Reservation Book with :

WHY

To recognize the guest by Name, title and heritage with All his/her likesdislikes and preferences

1. Date /day and meal period in question 2. Name of person hosting ( apologise and politely ask guest to spell the name if you are unsure ). “ I am sorry Sir/Madam , but could you please spell your name for me, thank you” 3. Always thank the guest for assisting you in the spelling. 4.

Number of persons in the party

5.

Any preference on seating area ( window, smoking etc )

6.

Time party expects to arrive

7.     

Contact number ( in order to check any details that may later arise ) All entries are made in pencil for mistakes & changes Always repeat information back to the guest as a means Of verifying accuracy. Inform guest in a discreet and polite manner that the Restaurant can hold its reservations for 15 minutes only ( in case of tight searing plan ) Should the guest indicate that the meal is being hosted as a celebration, enquire whether they would like us to Make any arrangements, like a special cake, flowers etc. Staff handle direct enquiries for reservations and answer Telephone enquiries as per standards and procedures For Greeting Guests and Telephone Skills respectively.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: Page 1 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant

TASK #: 5.06 TASK: Order Taking – Room Service

Oriental Hospitality Consultants – OrientalHospitality.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 

Order taking



Answer the telephone within 3 rings.



Greet the guest, identify yourself and the department, smile on the phone: “ Good morning / afternoon / evening Mr. Miller, Room Service, how may I help you ? “



Offer help and listen attentively.



Always handle guest requirements and contact other departments On guest‟s behalf. No guest will be told to call another department.



Know the menu thoroughly including new items or menu changes Through daily briefings. Put up on notice board.



Make suggestions from the menu and offer advice on menu items. Be ready to answer questions about menu items.



Use appetizing descriptions when suggesting from the menu.



If items are unavailable, inform the guest and offer alternatives.



When serving regular guests, inform them of specials that are Particularly suited to their personal tastes.



Write orders down in full.



Repeat orders to confirm accuracy: “ May I repeat your order, Mr Miller, You would like a pepper steak, an orange juice and a Cappuccino. Is that right ?”



Verify name, room number and order: “ Your room number is 66”.



Inform the guest of the delivery time: “ Your order will be delivered within 20 minutes, Mr. Miller “.



Thank the guest of the order and let him / her hang up first : “ Thank you, Mr. Miller for ordering Room Service “.

PREPARED BY: Position:

WHY

Signature: Date:



To serve our guests In a friendly, professional and Timely manner at all times.

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant

TASK #: 5.06 TASK: Order Taking – Room Service

Oriental Hospitality Consultants – OrientalHospitality.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 

If there is a delay, call the guest back, apologize and inform him Of the delay and the new delivery time: “ I‟m very sorry, Mr. Miller, your order will be delayed by 10 minutes. I apologize for the inconvenience “.



Order taker to write down, time order was placed and time delivery was promised.



Menu changes and daily specials are known to order takers.



Kitchen staff review time schedules in order to prioritize Food preparation.



Kitchen staff review time schedules in order to prioritize food Preparation.



Kitchen and delivery staff compare food prepared with the order taken.



Order taker to be aware of dishes containing known ingredients that are the cause of allergies, i.e. nuts, dairy, shellfish etc.



Orders to be delivered within the following target time scale: -

Continental Breakfast 20 – 15 minutes American Breakfast 25 – 20 minutes Lunch 30 – 25 minutes Dinner 30 – 25 minutes Snack 15 – 10 minutes

PREPARED BY: Position:

WHY

Signature:

APPROVED BY:

Stefan Schmid

Position:

Signature:

Date:

Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant

TASK #: 5.07 TASK: Taking The Order

Oriental Hospitality Consultants – OrientalHospitality.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Taking the orders



WHY To ensure that the order is taken in an efficient, helpful and friendly manner

 

Before taking the orders make sure you are thoroughly knowledgeable of menu items and unavailable items, daily specials. Order to be taken within 2 minutes of the guest being seated. Approach the guest with eye contact and a smile Suggest special of the day/cocktail of the day Up-sell Write down the order with table no. and sequence of service if more than one guest and time. Thank the guest and repeat the order to confirm Inform the guest of excess delivery time if necessary

Processing the order



Place the order at the bar through Micros

Friendly – Knowledgeable

Duplicate K.O.T.



Always write in a clear manner  Your name  Table number  No. of people  Time of taking the order  Write all special requests; with Ice or frozen etc.  Cooking degree if needed  Seat numbers

To be fast and accurate

    

To be unobtrusive and courteous

To be understood

Pen (… 

…………. Pen to be used while taking the order

PREPARED BY:

Stefan Schmid

APPROVED BY:

Position:

Signature:

Position:

Date:

Signature: Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant

TASK #: 5.08 TASK: Taking The Order

Oriental Hospitality Consultants – OrientalHospitality.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 8.1.1.1.1.1 To confidently and elegantly take down orders by having a thorough knowledge of the menu and the beverage list and also by suggesting specialties to guests in order to ensure guest delight.

9

MATERIALS:

14.1.1.1.1.1.1.1.1 Prior to presentation of the menu  While the guests are being seated, find out the villa no: and check from the arrival/in-house report, whether the guests are on room only basis or on half/full board basis. Once you find out the basis proceed… 14.1.1.1.1.1.1.1.2

Presentation of the menu

 All half or full board guests are entitled for a four course set menu of the day. The special gourmet menu, which comprises of four courses, if preferred by the guest will be charged an amount of 50 US$. If any of these guests opt for the a la carte menu a credit of 50 US$ per person will be levied from the total bill.  If the guests are on room only basis the options available are the gourmet six courses menu priced at 75 US$ per person or the a la carte menu.  

10 K.O.T 11 pad 

12 pen



13 menu 14 /beverage list/wine list

 

PREPARED BY: Position:

WHY

Signature: Date:

Present the wine Present the menu from the left side of the guest. Ensure that the menu is opened and announced while being presented. Ex: “This is the a la carte menu/gourmet set menu of the day” Take the wine order, write it down on the K.O.T. and place the order on the bar and serve Approach the guest with the K.O.T. ensure that the K.O.T. is placed on the check folder when taking the order. Before you reach the table fill the table no, No of Pax: and date slots on the K.O.T. Start taking orders, generally ladies first but if the gentleman is ready and want to place the order go ahead and accept it.

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant

TASK #: 5.08 TASK: Taking The Order

Oriental Hospitality Consultants – OrientalHospitality.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

When taking down a order for a four course menu:     

Work it up on your mind when the guest places the order as to which course it is. Write down the 1st course order along with the cover number at the end Keep space for the next persons order Keep a blank space before writing the next course Keep writing the courses to follow as in the first course

PLEASE TAKE CARE:          

Write clearly. Use shortened forms of menu items as agreed with the kitchen Write down cover numbers against each order Keep sufficient space to write other peoples orders for the same course Differentiate each course with a clear star sign Write down special requests against each item in very clear language and in full terms Fill up time at the completion of writing the order just before placing in the kitchen If any special requests have been written inform chef about it Remember the cover numbers of the tables, as all orders will be taken against a cover number. If cover numbers are confusing make a remark about the guest. Ex: blue shirt, lady in green top, gent with specs etc… To have all information filled in the K.O.T. and serve according to it as it does not give a professional look when you place the wrong order on the guest or when the guest has to be asked as to what he/she ordered



PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 5.09 DEPARTMENT : Restaurant TASK: Order Delivery-Room Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 

Order taking



Check uniform at the beginning of the shift, neat, clean, well pressed, no tears or stains, name badge is worn.



Check items delivered match those ordered. This should be done by the Kitchen staff and Delivery staff.



Ensure a flawless presentation “ Welcome card” and /or Removal card” Linen, sufficient equipment provided, arrangement, flowers, etc.



Ensure that food is served at the proper temperature, hot food is served hot and cold food is served cold.



Single business women travelers, should receive an “ eminent delivery “ Announcement call a few minutes prior to0 delivery.



Knock on the door using your index finger or ring doorbell once. Clearly identify the service: “ Room Service “, Wait 15 seconds before knocking or ringing again.



Greet the guest warmly with a smile using the name “ Good morning, Mr. Miller, may I come in ?”



Ask where they wish to place the tray or table. Place chair near table If appropriate: “ Where would you like me to place your trolley / tray Mr. Miller ?” or “ Would you like breakfast in your room or on the balcony, Mr. Miller ? “



Offer assistance to pour beverages, draw curtains, remove items from Warmer, place napkins on guests‟ lap etc.



Go through the order and point out that instructions have been carried Through: “ May I check your order with you, Mr.Miller, you ordered One continental breakfast with orange juice, lemon tea and some toast.



Confirm satisfaction with the guest.

PREPARED BY: Position:

Signature: Date:



WHY To serve our guests In a friendly, professional and Timely manner at all times.

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 6.1 DEPARTMENT : Restaurant TASK: Order Delivery-Room Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 

If there is wine, offer to pour and ask the guest to taste it.



Offer to remove any used cups, saucers, trays, cutlery, fruit baskets, etc.



Advise the guest of removal methods when food is delivered: “ Please call Room Service when you would like your tray to be collected “.



Ask the guest to sign the bill and wish them a pleasant meal: “ Enjoy your breakfast, Mr. Miller “.



Do all the above quickly, but do not appear to be in a hurry.



Ask if there is anything else that the guest requires.



Leave the room and shut the door quietly.



Pre-ordered continental breakfast service guarantee must be adhered to. If delayed more than 10 minutes after the target time, Order should be rebated in full from guest bill.



If order is delayed, guest should be informed within 20 minutes Of placing the order. Offer apologies and indicate new delivery Time. Always offer an alternative.



If doorknob menu has guest signature no further signature should be asked when delivering breakfast.

PREPARED BY: Position:

Signature: Date:

WHY

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 5.10 TASK: Menu Presentation EQUIPMENT NEEDED: HOW TO DO IT



Allow the guests some time to adjust, settle down and relax.



Ensure that the menu is clean, no dog ears, no pen or pencil marks, no food stains.



Ensure that you know the daily special



Ensure that the menu is updated



Open the menu and offer it to the guests



Inform of special offers; cocktail of the day.



Identify special needs of guests and assist accordingly.

Make suggestions



Be ready to make suggestions and assist the guest in selecting menu items.

Inform



Menu should clearly indicate which dishes take longer To prepare and the estimated time.



Gusts should be made aware of containing known Ingredients that are the cause of allergies, i.e Nuts, dairy, shellfish, etc.

Present Menu

PREPARED BY: Position:

Signature: Date:

WHY Guest to be seated promptly and according to reservation

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 5.11 DEPARTMENT : Restaurant TASK: Bread And Butter Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Bread and butter service

Points to remember



The breadbasket must contain five types of bread including Brown, Rye, Multi Corn, Rolls (selection as per Chef & Baker ).



The other two bread items are selected as per the availability



Place the breadbasket in the middle of the table.



Place the butter pot with the single portion butter.



Make sure that the logo of the butter pot and the brand name of the butter faces the guest.



In case of a large group, portioned butter must be served on a demitasse saucer.



Replenishment of bread and butter to be done as & when & required



Ensure that all bread items are properly warmed before service.



A minimum of 3 kinds of butter are available – salted, unsalted & diet margarine



In the absence of the Baker, place the bread in the oven for one minute at the heat of 250°C.



Always use the breadbaskets with the proper napkin folds.



The staff must know the availability of the different types of bread on a daily basis.



Choice of breads available: French baguette, Cheese roll, Brown roll, Onion and olive bread, local bread (if any), White roll, Italian bread, Potato bread, Sesame rolls.



On Specialty nights, breads will be kept in a warmer at back area



During Friday Brunch and Specialty nights (busy nights), portioned butter will be served on a demitasse saucer prior to guest arrival., margarine..

PREPARED BY: Position:

Signature: Date:

WHY The order to be served according to the guest preference

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO 14.1.1.1.1.2 The .Resort and Spa menus have got a wonderful selection of food items ranging from starters to grills, from soups to snacks, and from specialty dishes to scrumptious desserts. The beverage list and the wine list consists of some of the handpicked most expensive items. Therefore service of such products have to be elegant, sophisticated but yet practical.

TASK #: 5.12 TASK: Service Of Food EQUIPMENT NEEDED: HOW TO DO IT

WHY



Once all food orders have been taken and placed in the kitchen, the steward in charge of the table should ensure that the cutlery set up for the courses to follow are placed on the table.



Pick up food from the kitchen and bring it to the table. When picking up food ensure to carry the order served first on your right hand. Ex: the food order of the gentleman should be on your left, food ordered by the lady should be on your right.



Reach the table and serve ladies first, from the right hand side of the guest. Always announce what you are serving. Ex: “This is the prawn cocktail” or “Here is the cream of cauliflower”.



Once the guest has completed consuming that particular course, clear it from the right hand side of the guest. Placing the soupspoon on the underliner or placing of cutlery set together on the plate are indications of completion of meals.



Serve 2nd course and clear along with the show plate.



Serve main course and clear table the same way as the previous courses



Place tooth picks on the table, crumb down and remove the cruet set. Place dessert cutlery



Serve dessert and while the guest is consuming the dessert take tea/coffee order and be ready for service



Moment the dessert is cleared serve tea/coffee order as explained in the tea/coffee service S.O.P

PLEASE TAKE CARE: 15 MATERIALS:

16 A waiters cloth



To ensure not to hurry a guest to complete a meal



Not to clear any plate until everybody has completed the course

17 PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Collect all cutlery required for setting the covers from the side station using the Captain‟s order





TASK #: 5.13 TASK: Adjusting Covers EQUIPMENT NEEDED: HOW TO DO IT

Covers are speedily and efficiently adjusted only after food orders are taken and before bread service is carried out. Cutlery is always held by the handle and the entire procedure is carried out with minimum noise and interruption to the guest. The correct amount of the appropriate cutlery are obtained From the nearest side station using a completed captain‟s order for the table as checklist. Required cutlery are carried to the table on the cutlery setting tray resting on the left palm, leaving the right hand to perform the adjustments.

Check that all required pieces are on the setting tray before approaching The table .



Using the Captain‟s orders as a guide, exchange the original table cutlery with the correct cutlery items to match the food orders. The exchange is carried out on a “add first, taken away second” basis, placing always the new cutlery on the table before removing the original setting.

Adjust the setting at the Table to match the food orders using the Captain‟s Orders.



Servers carry out all settings and adjustments to cutlery on the guests right by standing on the guest‟s right and using their right hands to carry out the exchanges and vice versa. By doing so, servers will never reach across a guest when setting or adjusting cutlery.

Visually ensure all adjustments are made before leaving the table



The only exception to this being a situation when a guest Sits with one side against the wall making it impractical Not to reach across the guest. A final visual check is always made to ensure the adjustments are correct and complete.

PREPARED BY: Position:

Signature: Date:

WHY Serve the guest according To the standard given, Without disturbing the table culture to much.

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Ensure that the guest is satisfied with the product And procedure



Approach the guest when he is not conversing or busy with another guest



If busy, leave the guest and return later



Ask guest if everything was fine.



If all was well, thank the guest and leave



If things are not going well for the guest, find out why, apologize, act quickly to rectify the problem.



Warn other staff members if required.



Try to up-sell



Ask for any further assistance



Give your name as a point of contact



Offer newspaper or magazines if available



Offer children‟s seat as an option

PREPARED BY: Position:

TASK #: 5.14 TASK: Follow Up EQUIPMENT NEEDED: HOW TO DO IT

Signature: Date:

WHY

Quality check for guest satisfaction to reservation

APPROVED BY:

Stefan Schmid

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Manage the complaint

 

TASK #: 5.15 TASK: Complaint Handling EQUIPMENT NEEDED: HOW TO DO IT



The first few seconds are crucial !! Your positive impression towards the guest is important You have to show sympathy Apologize at once !!

Demonstrate Understanding

  

Listen carefully to the guest‟s points Remember the details, signalize understanding Bring-in the “ I “ message

Get the main issues

  

Tell the guest what your action plan is Take notes, if the case is to complex Confirm and repeat the main points

Offer solutions

  

Never argue with the guest Offer one or even more solutions, Signalize your understanding & he /she will cool down

Explain your follow up

  

Explain a detailed step-by-step procedure Give a solid time frame for the compensation “ I will arrange this at once, if this is ok with you ? “

The compensation

  

Most important is speed for the execution Let the guest decide, ask what he/she would like to have Demonstrate your good-will to please the guest

Our apology

  

Admit the mistake Repeat the reason / main issue for the apology Be grateful “ Thank You Mr. X “

Demonstrate relation

  

Move away from the problem Ask for other services, which are surely positive “ By the way, your room is fine, are you happy with …?”

We are grateful

 

Be grateful “ Thank you Mr. X for letting me know …….

The follow-up talk

 

Most guest don‟t expect you are coming back once more It will help in the future, guest will remember

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WHY It costs 5x more to get a new customer than to keep a repeating guest happy.

It is important that the guest feels being recognized

Only 1 in 20 guests really complain, the rest remains quiet & does not return

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Settlement of the bill to be ready when the guest requests. bill

  

    

Points to remember

    

WHY

During breakfast, according to the type of breakfast, the check will be punched and placed on the table. During other times, after tea or coffee order/ if there is no tea or coffee order, prepare the bill and keep in the station until the guest requests for it. Before presenting the bill, it must be properly itemized exactly reflecting the actual order. Always check that the breakdown is clear and the bill indicates what is included. When the guest requests the bill, present it in a clean bill folder with a guest comment card and a …. Pen within 3 minutes of request. Encourage the guest to fill the comment card by explaining that it will help us to improve our service and product. After presenting the bill, retire from the table and stay within the vicinity. Recover bill and means of payment applicable. The payment must be processed quickly and returned to the guest within five minutes

The bill to be ready when the guest requests.

If the bank declines a credit card, never embarrass the host in front of the other guests. The POS machine indicates that there is a communication error, contact the bank before returning to the guest. If a guest refuses to fill the guest comment card, do not force the guest. All filled up guest comment cards are collected and kept near the cashier counter. If the rating of the evaluation is acceptable or poor, it must be brought to the attention of your superior immediately.

Credit card or the change to be given to the guest quickly

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TASK #: 5.16 TASK: Billing And Payment EQUIPMENT NEEDED: HOW TO DO IT

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The bill must be accurate

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 5.16 TASK: Billing And Payment EQUIPMENT NEEDED: HOW TO DO IT

Check the bill

  -

Check the bill when not in front of the guest Before printing the bill : Check the number of items consumed by guest Check the prices Check whether there are any discount entitlements Check if guest is a moments card holder

Print and Present

   

Print the bill from the Micros computer Put it in a …. Folder with a ….. Pen Include a Feedback form Present the bill to the guest who asked for it.

Settle the Bill



Collect the folder Check the method of payment.

 Credit Card

    

Swipe the card in the Electronic machine Wait for the slip to come out of the printer Tear it Include in the folder Hand carbon copy to guest and after his/her signature complete transaction after signature in machine

Cash

  

Collect the folder Check the amount of cash is sufficient. Check the notes are authentic, not counterfeit. (not in front of guest) Settle it in the Micros box. Include the change in the folder Bring it to the guest Remaining change is to be put in the tips box

  

 Room Settlement

  

Bill to be delivered promptly and free of errors

Collect the folder Verify that the name, room number and signature of the guest are clear and visible. Settle it in Micros.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 5.17 DEPARTMENT : Restaurant TASK: Check Sequence JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Use MICROS to send the kitchen orders and print accurate guest checks. Give the kitchen order

Print the check

Input orders into MICROS

Close guest check



Give orders to the kitchen (explain in the event of a special guest request)



Print check from MICROS.



Record on a guest order report including: time, check number, description, staff no. and guest room number



Cancelled orders after the check is printed are voided immediately and never be used for another order



Give order to waiter to prepare items ordered by guests



Input into MICROS after receiving order



Hand over printed bill to waiter after recording on order report



Guest checks returned to order taker should be posted to the relevant room immediately through MICROS



Print the signed guest check with MICROS again for closing the check



All guest checks should be sent to Front Desk at least twice during the shift

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WHY Knowledge of MICROS Accurate orders Efficient and prompt Clean

Efficient and accurate

Double check the guest name and room number

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 5.18/5 DEPARTMENT : Restaurant TASK: Changing Cutleries On Tables JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Equipment needed: To guarantee the  All tables are set according to the set menu or buffet of best service the day. Therefore when any of the guests order dishes Possible for all apart from the regular menu a change of cutlery will 18 Tray with guests at all Times. have to be done. underliner  Once the order is taken check whether the cutlery set is with a appropriate for the menu, if not Place the cutlery on the tray, which has to be set on the napkin table folded to  Approach the table and excuse your self, and place the place cutlery while removing the unwanted cutlery  Ensure appropriate cutlery is placed for each dish before cutlery it is served  At the completion of each course if any of the cutlery that was placed for that particular course is still remaining unused, it should be removed after the soiled plates are cleared

PLEASE TAKE CARE:  Not to send unused cutlery to the wash up area  To handle cutlery only from the base when clearing and placing  Not to disturb guests conversations while the change of cutlery is being done

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Clearing guest‟s table After service and prepare for billing



Observe, be attentive to guests signals and respond even to tables Which are not in your station. Head always upright, look around.



Approach the table when the last person has finished the dish. Notice when the cutlery has been placed inside. Notice guests who Have not been eating for a while, plates pushed away slightly.



Clear plates from the right, ladies first at all times !



When clearing, work as quietly as possible, Move quickly and as Efficiently as you can and try not to disturb or obstruct the guest.



When clearing empty glasses, offer the guest another drink: “ Would you care for another beer, Mr Miller ?”



Smile, excuse yourself, offer to clear the plates. “ May I clear your plate , Mr. Miller ?”



Check satisfaction at least once during the meal. Check satisfaction While clearing: Howe was the fish, Mr. Miller ?” If the guest is pleased, say : “Thank you”. If the guest is not pleased, apologize, thank him / her bringing it to your attention, exchange the dish if appropriate and inform the restaurant manager.



No more than 5 minutes should pass, between clearing one course And serving the next.



Ashtrays should be removed covered by a clean one, then replaced.



Serving / clearing station quantities should be relevant to the Restaurant volume and capacity.



No trays should be positioned on the table to clear dishes.



Cutlery positioning on the plate ( set parallel ) is commonly used as An indication that the customer has finished the meal. However Always check with the guest before clearing

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TASK #: 5.18 TASK: Clearing Table & Check EQUIPMENT NEEDED: HOW TO DO IT

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WHY Arrange in polite and timely fashion, Without interrupting the guest to much.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO 

Staff members should be knowledgeable in cutlery positions Signalizing end of meal according to different customs E.g. Horizontally across the plate at 3.00 o „clock Or vertically at 6.00 o‟ clock .



Bread and butter should be removed upon completion of the main course.



On customer‟s request, present the check.



The check is accurate, clean, no stains or marks.



The check is properly itemized, exactly reflecting actual order.



If promotional materials are included, they are clean and updated.



Bill should indicate what is included in the charges. E.g. tax cover Charge, service charge.



Give ample time for the guest to check the bill without hovering Around the table, but stay in vicinity.



Recover check and means of payment if applicable.



Thank the guest and process quickly.



Ensure that the cashier / restaurant staff deals with the check Promptly and returns the change or customer credit immediately ( where applicable )



Give a copy of the receipt to the guest with the card ( if payment Was done with credit card ) in a folder : “ Here‟s your card and receipt, Mr. Miller, thank you very much “.



If the guest disputes bill, say: “Please give me a moment to look into this” Do not check the bill in front of the guest. Wave discrepancies within a certain limit and as established by management Apologize for any real perceived errors

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

19 At the completion of the main course, once the plates are cleared tooth picks should be placed on the table

TASK #: 5.19 TASK: Placing Of Tooth Picks EQUIPMENT NEEDED: HOW TO DO IT



After the completion of the clearance of main course food plates placing of toothpicks should be done.



Place the toothpick holder on a tea saucer.



Reach the table and place it on the center of the table to ensure it could be reached by all the guests who are on the table

WHY

20 21 PLEASE TAKE CARE:

22 23



Toothpick holder has to be very clean free of dirt. Ensure that all toothpicks are removed and holder washed at least twice a week.

25



Do not over fill the toothpick holder.

26 MATERIALS:



There is no need to place toothpicks if the guest opt only for a soup, salad and dessert. However if a guest request for toothpicks the above mentioned procedure has to be followed

24

27 Tooth pick holder on a underliner 28

of a tea saucer placed on a beverage tray

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Cigars have to be prearranged prior to lighten them.

TASK #: 5.20 TASK: Cigar Service EQUIPMENT NEEDED: HOW TO DO IT

WHY

1. Some cigars are packed in cellophane and have to To be unwrapped first.

Serve the guest up to his / her expectation

2. Cigars are hold with the left hand at the cigar bow. ( Whether the bow will be removed is the guest‟s decision )

Mise en place: - cigar match stick or cedar splinter - cigar ashtray - cigar cutter, round scissor - candle - B/B plate for trimmings

3. Cigars which are closed at their ends, have to be Slit open. It is important, that the cut is clean and even, otherwise the cover-leaf is damaged and Therefore the problems for inhaling might occur. When cutting the cigar, 3mm of the “head” should remain. The reason for cutting the “head is solely for the purpose of clearing the folding leaves. The opening has to be big enough to provide a Proper puff, that means the cut has to be smaller than the diameter of the cigar.

4. Now the prepared cigar is presented and handed over to the guest. Normally he/she will lighten up the cigar him/herself.. Otherwise the waiter offers a gas lighter or long match stick. Nothing must be used to disturb the flavours. No gasoline lighter, nore smoking sticks, the sulphur of the match stick must be burned down completely The burning section is being hold into the flame Of a cedar splinter or candle to “pre-warm” After one takes the cigar in the mouth and moves 1 cm towards the small flame. While taking short puffs, the cigar is slowly twisted over the Flame until the ash is evenly spread at the other end.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff

TASK #: 5.20 TASK: Cigar Service EQUIPMENT NEEDED: HOW TO DO IT

“A MATCH FOR A GOOD CIGAR” Tradition dictates that cognac or vintage port, are the correct accompaniments to a cigar. But why ? Today we smoke cigars at any time we fancy, so why not with a cocktail or a malt whisky? Does the acidity of a cigar need the sweetness of alcohol to cut the taste and compliment the fine nature of the leaf ,or not ? One chooses a cigar according to mood or occasion in the same way as a wine. They come in varying strengths dependant on the leaves in the roll and are sized according to length and girth. [The girth is given as the ring size or RG. The higher the figure the fatter the cigar.] There are three types used in the filler, which are secured by a Capote, or binder, while the Capa or wrapper dresses the cigar dictating its appearance. Selecting a beverage is a personal choice but I would like to enlighten you on the values of my personal favourites Definitive malt whiskies ARE OF A WIDE CHOICE, but one of my favourites includes Scapa [Orkney Isles] and you may wish to match a Don Gusto Toros. The cigar, is of medium strength. The matched pair, make a long elegant mellow smoke. The malt is soft round and fruity without the burn one gets with cognac and the mellow smoothness of the cigar combines to give a long elegant palate My next malt whisky choice is Royal Lochnagar produced just below Lochnagar, mountain on Royal Deeside single malt and so has the mineral nose and characteristics of that location. But perhaps because it is matured in sherry casks, or perhaps because of it‟s sweet mellowness, it works very well with the stronger cigars. It brings out the smoothness and style of the whisky with the Don Gusto mellowness. Another great match here is a Don Gusto Torpedo Other spirits which are an interesting match include Calvados especially an older version and very fine [Berneroy] is an adventurous match, but be careful there is not too much apple taste, which can be surprising, but the vanilla content should help to overcome this. Try a Don Gusto Corona Good Cognac of which I will not suggest as that would undermine my roots and I do not wish to enter into a discussion without having the product on hand or knowledge Moving away from spirits, I would encourage you to try cocktails starting with a Dry martini cocktail, made with quality Gin. Try matching a Don Gusto Lonsdale This particular cigar is a match for most cocktails. A Cuban cocktail favourite the Mohito, consists of Havana Club Rum, lime, fresh mint and soda and a match for this would be a Don Gusto Corona. Mai Tai‟s and a Singapore Sling go well with a Churchill Velvet Hammer , a cocktail of vodka, crème de cacao and cream goes very well with a Do Gusto Doublke Corona. The cream and the smoke, with the hint of chocolate and the cigar‟s edge of the earth flavour combine well. To summarize, cocktails work wonderfully with cigars. The sweeter the cocktail, the stronger the cigar seems to be the general rule. Malt whisky, and Cognac are also a very good combination

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1.21 DEPARTMENT : Restaurant Chinese TASK: Cigarette Service & Presentation JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 1. When guest orders for a packet of cigarette, the server should repeat the order 2. Issue a captain's order / POS to cover the order

To guarantee the best service Possible for all guests at all times.

3. Get the cigarette and put it on a plate with a box of matches 4. Bring it to the guest and show it to him, at the same time ask whether he would like us to open the packet 5. Remove the seal, open one side of the foil paper on the top of the cigarette (do not tear off the foil paper) 6. Hold the packet with one hand and hit on the other hand's thumb or index finger gently to let the cigarettes come out of the packet by approx. 1.5 to 2 cm 7. Put the whole packet back on the plate and put it next to the guest 8. Let the guest to take the cigarette out from the packet (do not take out the cigarette for the guest) 9. Have the lighter or matches ready in hand, when the guest hold the cigarette in fingers, light the cigarette for the guest with the other hand to prevent the flame off

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

WHY



Acknowledge guest within 10 sec / 3 meters of entrance. Establish Eye contact and smile: “ Good morning sir / madam “ .



If you are busy, say: “ I will be with you shortly sir / madam “ Or call a colleague.



Ask for guest name, rather than the room number.



Use guest name at least twice during conversation.



Guide guest to the table.



Offer choice of seating.



Observe guest and offer a table to meet their individual needs. E.g. single guest



Hold chair for guest-place, place napkin on lap.



Explain buffet service and dishes on offer, specialties or breakfast Choices.



Staff should have full knowledge of menu composition, so that They can guide the guest in his / her choice when necessary



Offer to take drinks order “ Would you like to have tea or coffee Mr. Miller ?”



If requested, provide the A La Carte Menu open to the guest.



Serve beverage within 5 minutes, remembering who ordered them, Ladies first at all times !!

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TASK #: 5.22 TASK: Breakfast EQUIPMENT NEEDED: HOW TO DO IT

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 5.22 TASK: Breakfast EQUIPMENT NEEDED: HOW TO DO IT

WHY



Observe guests body language and be attentive to their needs and place. If guests need more time, say: If you need a moment or two, Mr. Miller, would you prefer me to come back ?”



Ask open ended question to establish customers exact needs and Preferences.



Once the guest has decided be neutral as to their choice and support it.



Be flexible and be prepared to modify dishes or accommodate special Orders. Be open and honest about menu request, if necessary check Back with the kitchen before making a commitment.



Remain attentive to guests needs during the meal by regularly passing Through the tables.



When the guest has decided to go for the buffet, assist guest with the Serving.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1.23 DEPARTMENT : Restaurant Chinese TASK: Behavior During Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO HOW TO DO IT DO 1. Provide help when called even in another section

WHY

To guarantee the best service Possible for all guests at all times.

2. Never stand in group 3. It is prohibited to speak loudly / argument in front of the guest 4. Never put hands in pockets / on hips / cross arms 5. No picking noise, rubbing eyes, scratching or any other similar gesture to any part of your face / body in front of the guest 6. When Napkin / silverware / chopstick is dropped on the floor, supply a new one to guest 7. No chipped glass / chinaware should be used 8. To avoid wrong order, repeat the order to guest 9. Be sure to remove all plates when guest have finished 10. To maintain a pleasant and helpful attitude towards guest "smile”. 11. Remember the guest is always right 12. Under no circumstances should the guest hear argument 13. Always give a friendly good bye 14. Do not speak our mother language to your staff in front of the European guest 15. Whenever, one or more foreign guests on a table of local guests, always speak English 16. Do not point the finger at any guest 17. Do not lean against any objects such as: Table /chair / service station in the public areas

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 1.24 DEPARTMENT : Restaurant Chinese TASK: Checking On Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO HOW TO DO IT DO

WHY

1. Frequent check on service in a helpful and professional manner 2. Ensure that the tables are not shaking 3. Ensure that the tables and chairs are properly set and clean

To guarantee the best service Possible for all guests at all times.

4. Ensure that the surrounding of the table is clean especially when resetting for new customers 5. Ensure that the ordered food arrived correctly, in sequence and on time 6. To check with the guest whether the food ordered are sufficient, any additional dishes, rice, side dishes to be added 7. Check with the guests how do they enjoy the food 8. To make recommendations professionally 9. To check whether the table is kept clean 10. To check whether the table is kept clean 11. To check additional drinks are offered and served 12. To ensure the tea served is hot and the thickness of tea is preferable to the guest

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 5.25 TASK: Telephone Etiquette EQUIPMENT NEEDED: HOW TO DO IT

WHY

Telephone etiquette describes the correct way of communicating using the in house telephone. Telephone etiquette exists mainly because it is a polite standard that is clear and helps to avoid confusion. When answering a telephone you should let it ring approximately 3 times before answering. If you let it ring too long then the person calling may hang up if they are impatient. If you pick it up after just one ring the person may be surprised and may not sound as confident as they would like to. The official greeting should inform the person calling where they have called to and with whom they are speaking to. If the Dining on the Hill is our example, the greeting would be: “Sawasdee Khrap, thank you for calling Dining at……..l. This is …… speaking, how can I help you?” Also when someone is calling, it useful to have a pen and paper handy in case you need to write down any special details like the villa number, the time of the call and any special request that the guest may make. The notes you make will serve as a reminder in case you forget any of the details of the caller. At the end of the conversation and before you hang up, thank the guest for their call.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 5.26 DEPARTMENT : Restaurant Chinese TASK: When The Restaurant Is Booked Out JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY

1. We should suggest the guest to use / try the other restaurants of the hotel, the hostess must call that outlet to secure a seat for the guest before the guest make a move.

To guarantee the best service Possible for all guests at all Times.

2. If the guest insist to wait, we can ask the guest to leave his mobile phone number (if there is one), once space is available, we can contact the guest to come to the restaurant 3. Or we can suggest the guest to have a drink or a seat in waiting area / lounge, when the table is ready, we can go to pick the guest up 4. Do not commit the exact time when we can provide a seat for the guest if the guest is on waiting list, we can only tell the guest that roughly, it shall take approx how long

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 5.27 DEPARTMENT : Restaurant TASK: Cancellations & Bookings JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

1. All concerned personnel / sections must be informed if the table / PDR has been pre-set and / or the advanced order has been placed

WHY

To guarantee the best service Possible for all guests at all Times.

2. Cross out the release the booking which was marked, put down all details such as who call to cancel the booking / when did he call / who cross out and release the space 3. Thank the guest for calling to inform us the cancellation when receiving the call 4. Should try to find out the reason why the guest wanted to cancel the booking, check whether the guest would like us to mark the booking for any other dates tentatively

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 5.28 DEPARTMENT : Restaurant TASK: Clearing & Re-setting Table JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT        

Put the chairs in order Remove the soiled face towels and napkins together with the tea pots, and put them to the specific areas Use a bussing tray to clear all glasses Use a bussing tray to clear all soiled dishes and put them in order (big one underneath and small ones on the top) Lay the clean table cloth as per SOP Reset table as per SOP Ensure that the Carpet (floor) and the chairs are cleaned To inform the hostess to bring the new guests

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To guarantee the best service Possible for all guests at all Times.

APPROVED BY:

Stefan Schmid

Position:

Signature:

Oriental Hospitality Consultants – OrientalHospitality.com Director of Date: Food & Beverage

Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 5.29 TASK: The Fine Art Of Observation EQUIPMENT NEEDED: HOW TO DO IT

One of the most important talents as a host/hostess is being able to observe and predict. The eyes should be open at all times, constantly sweeping the restaurant and quickly looking at how each table is doing.

WHY

Guest want to be recognized and served Immediately.

It even sometimes helps to quietly describe each table to yourself. Observing helps you see things as they happen, and so you can better plan your timing, even if it is only by a few seconds. It will also allow you to deliver a better service to the guest.

PREPARED BY:

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position: Signature: Position: Director of Date: Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To bid farewell

TASK #: 5.30 TASK: Farewell And Departure EQUIPMENT NEEDED: HOW TO DO IT



Pull the chairs out for the guests, ladies first



Check satisfaction of all guests



Ensure any queries or suggestions are immediately acted upon



Escort the guests to the exit



Thank the guests for their business and help them with any luggage or coats, etc.



Go back and reset table promptly

WHY

Ensure guest is satisfied and will return

Oriental Hospitality Consultants – OrientalHospitality.com PREPARED BY: APPROVED BY:

Stefan Schmid

Position:

Signature:

Signature: Date:

Position: Director of Food & Beverage

Date: Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Clearing at the Bar

Clearing from the table

TASK #: 5.31 TASK: Restaurant Clearing EQUIPMENT NEEDED: HOW TO DO IT



Only when the last guest has finished, remove glasses or cups from the Bar counter and place them in the appropriate area.



Wipe the counter dry if required.



Remove and dispose of coasters



Remove the glasses or cups with a tray from the table from the right side of the guest or without crossing the front of the guest.



Clear glasses of ladies first.



Be as unobtrusive as possible, not to disturb guests.



Carry the tray to the clearance area.

WHY Restaurant tables and bar counter are cleared without disturbing guests and tables/bar counter is clean and tidy at all times

Oriental Hospitality Consultants – OrientalHospitality.com PREPARED BY: APPROVED BY:

Stefan Schmid

Position:

Signature:

Signature: Date:

Position: Director of Food & Beverage

Date: Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO 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 .

PREPARED BY:

TASK #: 5.32 TASK: Pool Service EQUIPMENT NEEDED: HOW TO DO IT

WHY

PRESENTATION: The Pool/s must always be clean and highly presentable to the guest PROCEDURE: 1. Engineering Department staff to deep clean the pool each morning by 8:00 a.m. 2. 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. 3. All sun loungers and fixtures in good order and laid out neatly 4. Sun Loungers are to be laid out with towels and umbrellas opened by 9:00 a.m. 5. Ensure that all sun lounger drawers are clean and that in the left drawer, Pool side menu and Activities list are placed neatly 6. Check that the Pool side menu and activities list are in good order 7. 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. 8. Guests must be greeted by name if previously known (check In-House Guest list) 9. If guest is wearing a robe, the Pool Boy should assist and place this neatly folded on the sun lounger 10. Towels must be unfolded and laid out for the guests. 11. Guests are enlightened about the pool service and system upon arrival including thoroughly explaining the use of the pool, and the availability of the pool side menu

APPROVED BY:

To provide friendly and professional service at all times, paired with attention details and to security Alert measures.

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position:

Signature: Date:

Position: Director of Food & Beverage

Signature: Date:

Page 2 of 3

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

12. 13.

14.

15.

16. 17. 18.

19.

20.

TASK #: 5.32 TASK: Pool Service EQUIPMENT NEEDED: HOW TO DO IT

WHY

Guest want to be A fresh cold face towel is presented to the guest recognized and upon arrival. served The guest is asked whether he/she would like any Immediately. 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 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

Oriental Hospitality Consultants – OrientalHospitality.com PREPARED BY: APPROVED BY:

Stefan Schmid

Position:

Signature:

Signature: Date:

Position: Director of Food & Beverage

Date:

Page 3 of 3

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO 

21. 22. 23. 24.

25. 26.

27. 28.

TASK #: 5.32 TASK: Pool Service EQUIPMENT NEEDED: HOW TO DO IT

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 menus are in order, 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 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

WHY Guest want to be recognized and served Immediately.

Oriental Hospitality Consultants – OrientalHospitality.com PREPARED BY: APPROVED BY:

Stefan Schmid

Position:

Signature:

Signature: Date:

Position: Director of Food & Beverage

Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Get information

TASK #: 6.01 TASK: Research Market Trends EQUIPMENT NEEDED: HOW TO DO IT



Obtain details from other companies



Discuss and compare ideas



Investigate new concepts to generate more business



Report to the F&B Manager and offer suggestions



The outlet has its own business plan



Business plan should include the following: Budget Positive suggestions revenue, market analysis, SWOT analysis



From the business plan a Standard of Performance plan is produced & implemented to include marketing plan & costs



All marketing collateral to be professionally produced & conform to …… standards



A current guest history is maintained & mailed monthly by the restaurant management staff



An outlet questionnaire is produced for guest feedback.



Positive and negative feedback is discussed with staff during briefings.

Select concepts

Conclude

PREPARED BY:

WHY

Information on market trends must be researched and updated every 3 months. Investigate new concepts

APPROVED BY:

Improvement in business and service Accurate and detailed

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position:

Signature: Date:

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 6.02 TASK: Opening Procedures EQUIPMENT NEEDED: HOW TO DO IT

Key Collection



Collect the bar keys from the respective office/Security

Stock Collection



Collect the stock, double check from the stores.



Collect the respective fruit and garnish.



Collect the glasses from the washing area making sure they are properly washed and polished with hot water, before positioning them on the bar section.



Collect all the linen needed for the operation from the linen room.

Equipment Collection

WHY

Ensure hotel rules are followed at all times

Oriental Hospitality Consultants – OrientalHospitality.com 

Cash Float Collection

Make sure cash float is collected and counted prior to your shift.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Give the guest what he/she wants

TASK #: 6.03 TASK: The 6 Principles Of Quality Service EQUIPMENT NEEDED: HOW TO DO IT WHY

1. Guest Focus The guest is reason why we are in business and therefore The guest and his/her needs must be the focus of Everything that we do. Never say : “ I‟m sorry, that‟s not part of our policy If that is the case, then it is truly time to review that Policy to meet the guest‟s need. Whatever the policy Or procedures used to handle any situation involving Guests should always be formulated with the guest‟s Need in mind.

React on complaints Positively and follow up on it

2. Focus on the process as well as the results How a task is carried out is as important as the final result. The step by step approach that we adopt to carry out any task is part of our quality service though the end result is what most guest experience.

The guest is always right

Oriental Hospitality Consultants – OrientalHospitality.com Consistent, prompt & Polite recognition

3. Prevention versus inspection It is better to prevent set up a situation, whereby little Variations in quality takes place rather than to always be Checking for quality. The standards and procedures set up to accomplish a task should be “prevention” orientated rather than a cure.

Focus on: Fast Sufficient Greeting Friendly

4. Mobilize expertise Seeking advise and technical knowledge of those who are expert in a particular field, and help us maintain quality. If you are not sure of handling a delicate situation or service procedure, ask always first your supervisor

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 6.03 DEPARTMENT : Restaurant TASK: The 6 Principles of Quality Service JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY 5. Fact based decision making Whatever decisions we make should be based over on Hard facts gathered through records or data collected Over a period of time, rather than a “gut-feeling” approach.

6. Feedback The best people to ask about quality service is our guest. Guests are always willing to tell us what they expect, need and want from us in terms of service and Quality. A system of gathering feedback from our guests should be implemented as a constant check on guest

Oriental Hospitality Consultants – OrientalHospitality.com Satisfaction

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 6.04 TASK: Accessibility-Location-Guest Awareness EQUIPMENT NEEDED: HOW TO DO IT WHY

Information about restaurant for Easy access to all guests



Make sure all staff concerned know and are aware off the location of all relevant signage posted for F&B and front of the house.

Signage



Make sure:  Signage is clean  Free of obstructions  Shows correct information  Is clear and not ambiguous  Well lit during evening & night hours

To be informed of restaurant location and activities

Oriental Hospitality Consultants – OrientalHospitality.com Room packs



Make sure room packs are updated



Show correct information



They are in the right location for the guest to locate easily.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Lighting

TASK #: 6.05 TASK: Restaurant Set Up EQUIPMENT NEEDED: HOW TO DO IT

 Illumination should be adjusted according to the time of the day.

Temperature

 

Music

 Music type and volume should be appropriate according to the time of the day.

Air-conditioning should always be comfortable. The air is fresh, not smoky.

WHY To ensure that the bar & restaurant is comfortable and welcoming

Oriental Hospitality Consultants – OrientalHospitality.com Cleanliness

 Seating area and bar area should be perfectly clean hygienic

Plants

 Plants are fresh, clean, not dusty and well maintained, no dead leaves

Menus



Menus are clean, fresh, updated with the daily special and not messed up

Bar counter



The bar counter is clean and neat.

Floors



The floor is clean, polished and dry.

Tables



The tables and chairs are well arranged and neatly set. If there is a candle/lamp on the table, it is lit.

Windows/doors



The windows and doors are clean, no finger prints, well polished.

Curtains



Curtains are clean, neatly arranged

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Understand the terms

Perform tasks assigned by Supervisor

TASK #: 6.06 TASK: Mise en Place EQUIPMENT NEEDED: HOW TO DO IT



“Mise en place” means pre-preparation. Whatever will be used during service, to be prepared in advance i.e. ensuring the equipment is sufficient and ready for use i.e. trolleys and trays are set up for breakfast, lunch and dinner



(Preparation before actual service)



Manager / Supervisor / Order Taker will instruct waiters to handle the mise en place i.e. trolleys/trays set up, cleaning and sorting equipment etc.

WHY Mise en place must be done in tidy and neat

Oriental Hospitality Consultants – OrientalHospitality.com 

The aim of mise en place is to facilitate a smooth and easy work flow, resulting in more efficient service



Dry all equipment with a cloth for this purpose.



Sort into a cutlery container

Sort Chinaware



Pile up the different items on the shelf

Sort glassware



Sort by type and size. Place in different trays and store in drawers



Chinaware is not chipped, scratched, spotted or faded

Increase speed of service

Sort silverware

General mise en place standards

 Par stock of equipment sufficient for day-to-day operation

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Breakfast Duties

  

 

TASK #: 6.07 TASK: Back Area Duties EQUIPMENT NEEDED: HOW TO DO IT

Linen is changed after Briefing. Make sure that the linen book is taken with you. The linen is properly counted and entered in the book. Replace fresh linen for dirty. If any items are not available, write in the linen book and inform the Supervisor. Specialty Night linen must be done separately. Breakfast mise en place is completed and staff are assigned to lunch break by 12 noon. When doing mise en place, priority is given to the following items:

WHY Efficient service is ensured by stacking up side station and restaurant back area with all necessary mise en place to get through the busy operation

Oriental Hospitality Consultants – OrientalHospitality.com

     



Teacups, Teaspoons, Cereal Bowls, Small Knives and Forks, Dessert Spoons, Side Plates, Juice Glasses, Butter Pots. Ensure to refill the buffet when following equipment is wiped: Cereal Bowls, Plates and Juice Glasses. Still Room must be cleaned and ready for service before 12 noon. Juice Bottles and Milk Containers are washed and filled with water and kept in the respective place. One Coffee Cona Pot are kept in the Still Room for Lunch Service Teacups and Demitasse Cups are arranged on the cup warmers. All items mentioned below (used for Breakfast) are stored: Miso Soup Bowls, Japanese Breakfast Boxes, Egg Cups, Extra Cereal Bowls, Juice Glasses, Extra Teacups and Saucers. The following racks are to be used during Breakfast. Teacups, Juice Glasses and Water Goblets

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 6.07 TASK: Back Area Duties EQUIPMENT NEEDED: HOW TO DO IT

WHY

Oriental Hospitality Consultants – OrientalHospitality.com General Duties

                 

If the recycling bins are full, empty and kept near the main washing area to be collected by the Stewarding staff. Put Plastic bags on recycling bins Ensure to use the steel trolley to transport equipment. Make sure that the back area is always clean at all times. (the linen trolley is kept on the right of the bussing table. No other outlet equipment is kept in the back area Make sure that equipment is stacked properly. Paper rolls and washing soap must always be available , if not ask the Stewarding to refill. Ensure that the floor dry at all times. Be aware of breakages. If any equipment is broken, place in the breakage bin and do not throw in the garbage. The cutlery containers must be half filled with water. Two extra containers must be kept near the sink for Teaspoons and Butter Pots. Any tarnished cutlery must be dipped in the chemical. Remember not to keep it in chemical for a longer period. Dishwashing Machine must only be handled by Stewarding Staff. If the garbage bin is full, the Steward must be informed. No racks must be kept on the ground. The staff allocated at the back area must check the cleanliness and mise en place, refill of the buffet every half an hour. Always keep a check on the Hot Beverage mise en place at the Still Room During the Lunch/ Dinner service, replace the juice glass racks with wine glass racks.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff

TASK #: 6.08 TASK: Guest History Cardex EQUIPMENT NEEDED:

Oriental Hospitality Consultants – OrientalHospitality.com WHAT TO DO HOW TO DO IT Preparing and adjusting the guest history cardex

WHY

 Accurate and complete records of preference of regular Guests are written down in a cardex system.  The hostess, Captains and Manager starts a record of Any guest arriving at the “guest history template” and to be considered a regular and repeating customer.  If possible ask as well for a business card and fill all Required information in as follows:

All information to be filled in a “guest history Template and Saved at the Restaurant Folder including Copies to Director of F&B

To recognize the guest by Name, title and heritage with All his/her likesdislikes and preferences

1. Full name of guest 2. Date of birth 3. Occupation / company name 4. Country of origin 5. Marital status, married with 2 kids etc. 6. Preferences of certain tables & location, 7. Smoking ( cigarette or cigar ) or non smoking 8. Preference for being served by a particular staff 9. Preferences and dislikes for specific food and beverage 10. Preference of newspapers, magazines, music etc. 11. History & dates of visits 12. Satisfaction/praise or complaints occurred 13. General comments

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff

TASK #: 6.1 TASK: Stationary – Linen Record & Storage EQUIPMENT NEEDED:

Oriental Hospitality Consultants – OrientalHospitality.com No. Item

Unit

Max

Min

1

Table cloth (210 x 210 cm)

Nos

150

100

2

White napkin (55 x 55 cm)

Nos

500

400

3

Tray cloth (55 x 47 cm)

Nos

100

75

4

Tray cloth (33 x 45 cm)

Nos

100

75

5

Round tray cloth (30 cm)

Nos

12

12

6

Wiping cloth (discarded)

Nos

7

Napkin (other colors - discarded)

Nos

25

25

PREPARED BY: Position:

APPROVED BY:

Stefan Schmid

Signature:

Postion:

Signature:

Date:

Director of Food & Beverage

Date:

Page 2 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant Chinese JOB TITLE: All Restaurant Staff

TASK #: 1.31 TASK: Stationary – Linen Record & Storage EQUIPMENT NEEDED:

Oriental Hospitality Consultants – OrientalHospitality.com WHAT TO DO HOW TO DO IT               

Fill up the linen record book with details Date Items Restaurant count Laundry count Issued by linen room Received by Balance carry forward Collect clean linen To ensure that there is no discrepancy If there is shortage, to indicate the amount in the record book (under balance carry forward) To ensure that linen attendant signs in the linen record book Bring the linen back to the restaurant Arrange the linen into the linen cabinet properly stack it neatly accordingly to the items and sizes To separate all table cloth in sizes

PREPARED BY: Position:

WHY

Signature: Date:

To guarantee the best service Possible for all guests at all Times.

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant

TASK #: 6.10 TASK: Replenish Linen

Oriental Hospitality Consultants – OrientalHospitality.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Take dirty linen to the Linen Room



Bring trolley with counted dirty linen to Linen Room 3 times daily after every shift

    

Separate all linens in variety Tie the soiled napkins in bundles of 10 Ensure there is no debris attached to the linen Badly stained (or damaged) linen to be separated Use assigned linen trolley for transport via the back of the house



Count and put into batches

 

Record

WHY Linen must be clean and in good condition and must be always circulated to allow sufficient supply

Count each different item i.e. napkin, trolley cloths, condemned cloths etc.



Write the total of each dirty linen type counted in the Linen Book



Pre count all soiled linens

 Collect the exact amount of fresh linen from the Linen Room

Collect fresh linen

 Any balance to be recorded in the linen book and collected at a later time

PREPARED BY: Position:

APPROVED BY:

Stefan Schmid

Signature:

Position:

Signature:

Date:

Director of Food & Beverage

Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 6.11

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Handle Routine Cleaning Tasks JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY Make a schedule



Prepare all cleaning tasks on a schedule and post on notice board: a. Clean trolleys on Sundays – night shift b. Clean electric warmers every day – night shift c. Clean fridge and shelf trolleys every day – night shift

Job assignment



Supervisor or Manager to assign the job tasks to staff

Follow up



Supervisor or Manager should check all the cleaning (as mentioned above) when finished

Handle cutlery polishing



All cutlery items are to be polished once a week on Friday

Handle trolley cleaning



Wipe the entire trolley with a damp cloth. Make sure that there are no stains on the surfaces. Check the cleanliness of the supporting stand and wheels



Spray WD40 once a week, so the wheels move smoothly

Handle cleaning of hot cases

 

Wipe the entire warmer with a damp cloth. Stainless steel partitions are to be cleaned by washing machine every day

Handle cleaning of fridge

  

Remove all the items from the fridge Wipe the entire fridge with a hot, damp cloth Put back all the items after cleaning

Handle cleaning of shelf trolley

  

Remove all the items from the shelf trolley Wipe the entire fridge with a hot, damp cloth Return the items into the trolley

PREPARED BY: Position:

Signature: Date:

All jobs must be done on schedule and all items must be cleaned and kept in perfect condition

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 6.35 DEPARTMENT : Restaurant TASK: The Pantry JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

The pantry is the service support for the restaurant. A good, well organised, efficiently stocked and clean pantry will make a big difference during the peak times of a busy service. A well-prepared pantry can make the difference between a chaotic service and a smooth service. The pantry is not only a holding area for the utensils required in the restaurant, it is also the launch area for food arriving via the dumb waiter (the lift) and probably most importantly, the clearing area for table ware. The holding area The pantry should hold all materials necessary not only for a smooth daily operation, but also for the occasional inconveniences, such as a survival kit for wet day. As a good preparation can equal 75% of your work, as much preparation should be completed before the beginning of the service shift. To help with this a check list and a task of duties has been compiled and is attached as an example. The launch area for the food Sometimes food can be assembled from the pass in the kitchen and sent with the waiters straight to the table. Other times this is not possible, maybe there are too many plates and trays have to be used, maybe some of the food is being sent up in the dumb waiter. In these cases, it is all too easy for mistakes to be made, and food will be delivered to a table with trays. To avoid this assembling the food in the Pantry and then getting help from other hosts/hostesses to help deliver the food is called launching, and helps avoid using the trays in service. Clearing area During service, the pantry will be where the dirty tableware is taken after the tables are cleared. Because the various articles are dirty and so harder and safer to stack during a busy moment of service, the pantry can quickly become very messy, risking breakage and even injury to members of staff. For this reason, it is important to consider the clearing area as one of the most important phases of the pantry. Care should be taken to clear the tableware as it comes in and not to let it accumulate until it becomes dangerous.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant

TASK #: 6.13 TASK: Handle Store Requisitions

Oriental Hospitality Consultants – OrientalHospitality.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Check par stock



28.1 Issue requisition

Correctly fill out the General Store requisition form

Send for signature

WHY

Check stock item

Be sure to write down quantity required, item name. Get approval from the outlet manager

In order to maintain sufficient stock, store items must be requisitioned accurately, promptly and efficiently using correct form with authorized signature

Send to F&B manager for approval and signature

Send to stores & receive stock



Send approved orders to the stores and collect stock items for your department twice a week on specific days.



Keep one copy of order form to check against items received



Send approved orders to the stores and collect stock items for your department twice a week on specific days.



Keep one copy of order form to check against items received

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com

FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Prepare

Assign Staff

Stock-take

Send to F&B controller

File



Get “Count Sheet” from F&B Controller



All cupboards, drawers, etc. must be opened



Items must be put together and sorted



Decide how many staff are needed to carry out the task



Give staff clear instructions about this procedure



Coordinate with Chief Steward



Count and fill in “Count Sheet”



Sign the “Count Sheet”



F&B Controller should double check every item and make sure correct figures have been filled in



One copy of each “Count Sheet” is collected by F&B controller



Place all items back in original place

PREPARED BY: Position:

TASK #: 6.14 TASK: Inventory Control EQUIPMENT NEEDED: HOW TO DO IT

Signature: Date:

WHY Inventories must be correct and received on time.

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date: Page 1 of 1

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 6.15 DEPARTMENT : Restaurant TASK: Repair Order JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT Monitor

Issue repair order

Follow up



Check if anything is damaged in need of repair



Carry out daily inspection before opening for operation



Prepare E-mail with repair order in detail



Send to Engineering department



After engineering has fixed the order



Check to ensure the job has been done properly



Remind engineering department if any order is still not completed after a certain period



Report the outstanding order to the F&B Manager

PREPARED BY: Position:

Signature: Date:

WHY

Maintenance orders must be issued with clear description of the maintenance work to be carried out

Clean and in good condition

Efficient

Job completed promptly

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO 

Tray and Trolley collection



Food trolleys or trays to be removed promptly.



Corridors and landings to be clear of trolleys and trays. Regular checks Are to be made, more frequently during high volume periods.



If guest call for removal, check their satisfaction, e.g. “ How was the fish, Mr. Miller ?”



Remove used equipment in the room such as glasses, plates or old fruit Baskets, say: “ May I take the used glasses, plates Mr. Miller ?”



Observe manual handling for lifting and carrying trays.



Work as quietly and quickly as possible.



Leave the room after wishing the guest a pleasant day: “ Thank you, Mr. Miller, have a pleasant day “.

PREPARED BY: Position:

TASK #: 6.16 TASK: Tray And Trolley Collection EQUIPMENT NEEDED: HOW TO DO IT

Signature: Date:

WHY 

To serve our guests In a friendly, professional and Timely manner at all times.

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Prepare daily F&B logbook

Submit to F&B Manager



Fill in daily report form with the following details (logbook): a. Covers (all day) b. Average check (all day) c. Food revenue (all day) d. Beverage revenue (all day) e. Promotion analysis f. Last year figures



Make comments on the general situation of business and about any special events



After operating hours, the daily report should be completed and sent to the F&B office



Make sure the daily report is kept in the appropriate location for F&B Manager‟s approval before 8.30 hr.

PREPARED BY: Position:

TASK #: 6.17 TASK: Log Book EQUIPMENT NEEDED: HOW TO DO IT

Signature: Date:

WHY

The F & B logbook must be completed daily after operating hours, and the report must be passed on to the F & B Manager every morning.

Timely Accurate Good observations and suggestions

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 6.18 DEPARTMENT : Restaurant TASK: K.O.T. ( CAPTAIN’S ORDER ) JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT Ensure KOT filled is legible and with clear instructions for runner and cashier to carry out their duties 

K.O.T. stands for Kitchen Order Ticket. And K.O.T.s are in three copies



The following must be filled in a K.O.T.:  Date & table Number  Number of Covers  Order Taker‟s Signature



When taking an order, the items must be written clearly



First the items must be written, then the cover numbers, last the number of items.



The items must be written as per the abbreviations.



If the first order that is given to you is a main course, start writing the order from the middle of the K.O.T., as you will be able to recommend a starter too.



The advantage of writing the cover numbers is that any staff member can pick up the food or beverage order and serve without asking the guest.



The order must be repeated before you leave the table.



When writing food orders, starters and main courses must be written separately.



The Green K.O.T. copy must go to the Cashier at all times for billing purposes.



A la carte food order must be fed into the Micros immediately in order for kitchen to start preparation.



The White K.O.T. copy of a food order is to be kept on the station until the full order is served.



The White K.O.T. of a beverage order is given to the Bar to pick up the beverage order.



All Yellow K.O.T. copies must be handed over to the runners to follow up the orders.



Once the orders are served, the Yellow K.O.T. copies can be destroyed.

NOTE: All Green K.O.T. copies must go to the Cashier as soon as possible Buffets are written on a note pad and handed to the Cashier

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To get familiar with the a`la Carte service in the hotel.

TASK #: 6.19 TASK: A’la Carte & Room Service EQUIPMENT NEEDED: HOW TO DO IT

Guests will choose from the a`la carte menu Which can include specials of the day. 1. Speed and Quality is rule number one.

WHY

Good preparation for the A`la carte service is essential For the satisfaction of the guests.

2. Availability of ingredients most important. 3. Daily double and triple check of mice en place. 4. Communication between kitchen and service Essential. 5. Flexibility of all Chefs is priority. 6. Cleanliness of kitchen, mice en place and Utensils, equipment and personal hygiene Very important. 7.

Special request should be followed up at all times.

8.

Good mice en place is half the service!!

9.

Complaints to be handled immediately.

10.

Hot food hot – Cold food cold.

11. Egg dishes never in contact with metal 12. Arrangement of food items to be checked On color and shape harmony 13. All garnish should be edible. 14. Deep-fried dishes should never be covered With sauce

PREPARED BY: Position:

15.

Plates should never be overloaded.

16.

Different dishes for one table should arrive on the same time APPROVED BY:

Signature: Date:

Position: Director of Food & Beverage

Stefan Schmid Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com Page 2 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

To learn about room service Its operation and role for the Kitchen department.

TASK #: 6.19 TASK: A’ la Carte & Room Service EQUIPMENT NEEDED: HOW TO DO IT

WHY

Quality and speed is rule number one. The room service is an important part of F&B and the business and possibilities should not to Be underestimated. Room service is normally operating 24 hours A day. Divided into different sections as ; - Breakfast Menu/door knob menu - All day dining - Late night menu The room service manager/assistant will receive the call from the guest and takes the order. Which is passed on to the coffee shop chef. All food order have to be served in 20 minutes time. Proper check for mice en place at all times, Especially for the night shift by the night chef Has to be conducted on a daily basis. The room service menu is usually prepared By the coffee shop kitchen which is in operation 24 hours. For VIP guests, special action plan and set up‟s Will be arranged, changing several times Throughout the day. Only the best ingredients available will be served and offered on such occasions. A proper functioning room service is a good Money maker and if people feel comfortable They will order in big amounts, especially In regards of beverage and special set up‟s.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO 

Door knob menu for breakfast and in-room dining



Menu should be clean and presentable ( not dog eared ) And updated doorknob in room.





After every guest departure, Housekeeping should check to make sure that the room service breakfast doorknob menu is Still clean. Replace if soiled.





Provide doorknob menu for breakfast on the pillow at Turndown.





Additional doorknob menus are available at the front desk Or concierge.



Do not ask for a second signature on delivery.



Guest contact and front desk staff should make late arrivals Aware of the Room Service range and menu location when they register.

PREPARED BY: Position:

TASK #: 6.20 TASK: Breakfast & Door Knob Menu EQUIPMENT NEEDED: HOW TO DO IT

Signature: Date:

WHY

To be given a good variety and appetizing selection. To be explained and find clear indications Of the contents of the dishes. To be assisted whenever required.

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To get familiar with the different buffets and promotions held in the Hotel.

TASK #: 6.21 TASK: Restaurant Buffets, Promotions EQUIPMENT NEEDED: HOW TO DO IT WHY

Buffets are usually for self service and include A`la minute cooking on various stations and carving trolleys. Breakfast buffets are very popular as breakfast is the most important meal of the day with a big Selection of - breads and pastries - cereals - fruits and fruit juices - cold cuts and cheese - egg dishes a`la minute - hot western and asian dishes

Cold and hot buffets should Be a good combination of fresh quality food products, Décor, entertainment and Information for promotions.

Lunch and dinner buffets will include - cold and hot appetizers - soups - fish and seafood - meat, poultry and game dishes - carving section - bread and dessert section - fresh vegetables - salad bar with dressings and condiments Promotion buffets are to promote special holidays, events, national days and celebrations Usually with entertainment and dance shows As folklore. They provide with the seasonal change a Variation and with special decoration and display Give a good opportunity for the guests to try different cuisines and ethnic foods -

Chinese, Thai, Vietnamese, Japanese, German, Italian, French, Swiss, American, Mexican, Caribbean

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO 









Assist guest with their seating and explain Buffet service and Dishes on offer.



Whenever possible, offer your assistance in selecting the food from the buffet on the guest behalf. Remain attentive to guest‟s needs during the meal by regularly passing through the Tables. Always remove dishes and silverware between courses.

             

 

Salad bar with 6-8 salad, vegetable items 4-6 dressing Appetizers with 3-4 cold meats, pate/terrines, seafood Hot dishes minimum of 4 main courses, 3 vegetables which may include noodles , potatoes & rice. Dessert buffet minimum of 4 cakes, 2-3 pastries, Fruit salad, fresh fruit, mousses Cheese selection minimum of 4-6 cheese Bread basket minimum of 5 kind



To be given a good variety and appetizing selection. To be explained and find clear indications Of the contents of the dishes. To be assisted whenever required.

Buffet menu selections should rotate on a regular basis Buffet items should change with the season Hot buffet items should change daily There should be no “bain-marie usage” No dish should be less than 30% full before being refilled Buffet presentations should be imaginative, visually appealing abundant to the point of lavishness All foods should be presented in containers, which complement their appearance and help keep hot foods without overcooking or drying and cold foods cold Each buffet should be decorated with show pieces, simple décor and flowers, ( no foam or plastic to be used ) There should always be enough buffet attendants to assist at the buffet and restaurant tables All buffet tables should be identified with attractive easy-toread labels on or near service containers in English & Thai Hot and cold plates as well as silver serving cutlery should always be available in sufficient quantities Do not use skirting if possible, table linen clean at all times A bilingual chef should be present at all times Gusts should be made aware of dishes containing ingredients that might cause allergies

PREPARED BY: Position:

WHY

Lunch & dinner buffets should include a selection of , But not limited to: -

When within the buffet vicinity, assist the guest with the serving.

TASK #: 6.22 TASK: Buffet EQUIPMENT NEEDED: HOW TO DO IT

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO To get familiar with banquet And catering production, Service, set-up, clearing, Planning and arrangement.

TASK #: 6.23 TASK: Banquet & Catering EQUIPMENT NEEDED: HOW TO DO IT

Banquet Types: - Cold buffet - Hot buffet - Combination buffet cold/hot - Cocktail party - Coffee break - High tea - Breakfast buffet - Brunch - Set Lunch, Set dinner - Special buffets ( October fest, international, ) - Outside Catering -

-

Set up of buffets should be finished at least 30 minutes of official starting date Decoration should be suitable and interesting Plates, boards and food containers should Be placed high and on different levels. Chefs attending the buffet have to be absolute clean uniform and have a proper personal appearance Refill is very important and Chefs working at the buffet have to be on the spot. Polite service for the guests at all times

WHY Proper planning, meeting and Site inspection with all details on the event order for all Banquet parties is essential for A smooth running and execution of these important Events. Banquet and catering plays A mayor role in the F&B Department, with 50% of the revenue coming from this Section throughout the year.

For VIP arrangements meeting will be contacted. Function sheets checked daily and mice en place Double checked. Samples to be prepared for set dinners. Check list for outside catering to be prepared Inspection on site prior to the event. Drawings, photos and action plan to be set up Decoration for promotion buffets to be set up The night before

PREPARED BY:

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position: Signature: Position: Director of Date: Food & Beverage

Signature: Date: Page 1 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

To learn about different Cocktail set ups and events

TASK #: 6.24 TASK: Banquet - Cocktails & Menus EQUIPMENT NEEDED: HOW TO DO IT

Cocktail parties are arranged in the assigned Ballroom , function rooms, private rooms, guest Rooms or for outside caterings.

WHY

Cocktail parties reflect the skills know how of the catering and kitchen department and is a good opportunity for PR and celebrations

A festive arrangement through the catering manager and decoration is displayed which has been selected by the customer.

It is arranged with different stations as : -

PREPARED BY:

cold canapes hot canapes sweet and dessert section carving trolley and section a`la minute preparations display as ice and fruit carving stage set up for musician, dance and wedding cake ceremony

APPROVED BY:

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position: Signature: Position: Director of Date: Food & Beverage

Signature: Date: Page 2 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 6.24 TASK: Banquet -Cocktails, Menus EQUIPMENT NEEDED: HOW TO DO IT

 Cocktail parties are arranged in the assigned Ballroom , function rooms, private rooms, guest Rooms or for outside caterings.

To learn about different Cocktail set ups, events And menus

A festive arrangement through the catering manager and decoration is displayed which has been selected by the customer.

WHY

Cocktail parties reflect the skills know how of the catering and kitchen department and is a good opportunity for PR and celebrations

It is arranged with different stations as : -

cold canapes hot canapes sweet and dessert section carving trolley and section a`la minute preparations display as ice and fruit carving stage set up for musician, dance and wedding cake ceremony

 A set menu is prepared according to the event order issued at the catering office. Menu selection are available for different Occasions as - weddings - anniversaries - national days - conventions - holidays A set menu can be prepared from 5 to 5000 People and good coordination is necessary Between the different kitchen sections. It can be arranged either in house or for an Outside catering. PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

Complete the form

Comment



Knowledge of the forecast form which is in the system



Know where to get information which is required to complete



Use previous data to calculate and estimate revenue, covers and average check for the coming year



Fill in the areas in the system and save them

WHY

Budgeting and forecasting must be handled in an efficient, accurate and logical way.

 Include a written justification of figures in your comments

PREPARED BY: Position:

TASK #: 6.25 TASK: Prepare Budget / Forecast EQUIPMENT NEEDED: HOW TO DO IT

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 6.26 DEPARTMENT : Restaurant TASK: Daily Outlet Briefing JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO HOW TO DO IT DO Daily Service Briefing

To keep high established standards according to company policies and procedures

The aim should be to keep Moral high and establish good understanding of Team effort The meeting should be held Without any interruptions & should last about 20min According to business. Praise & correction issues

Page 1 of 1

WHY

 One hour before opening the outlet, the restaurant manager or his/her assistant will brief the staff about the events from the previous day including following up on outstanding matters, including praise for staff of positive guest comments.  Scheduling and adjustments on the various stations as necessary including follow-up and corrections needed on pending issues.  Mice en place, stock check and equipment control.  Follow-up on cleaning standards, follow-up with housekeeping And cleaning schedules.  Introduction of new staff members and hotel/company news.  Ideas for improvements of staff should be considered

Through praise, proper guidance and detailed Information, the service staff will be more motivated, gain pride, And thus perform with More self confidence And enjoyment of guest service.



Proper motivated and guided staff will contribute more and more conscious to guest service and satisfaction.

   

  



Information concerning new guest and VIP arrivals and their Expectations referring to guest card index and history. Priorities and special treatment to be highlighted. Information & updated regarding daily specials & menu changes. Daily reservation and reserved seating areas to be mentioned. Staff birthday, social and family events to be mentioned

A kind of competition could be established between the different Stations. Good understanding and team work to be promoted between the various departments like kitchen, beverage/bar, stewarding housekeeping, engineering. Information about daily and month-to-date revenue of the outlet And department

Staff should be able to perform a professional Guest service contact with proper sales and up-selling techniques. To improve overall service quality and revenue targets.



A motto of the day should be issued and can be changed on a daily basis as well be suggested by the staff. Special sales promotion of beverage ( spirits, wine, cocktails of the day, specialty beer, cigars etc.)

 

Praise should always be openly Prevent staff from Critic & admonishment only in private and behind closed doors. loosing face.

Goals which have been achieved should be awarded through small gifts/give-aways and or nominations to employee of the month

Oriental Hospitality Consultants – OrientalHospitality.com PREPARED BY: APPROVED BY:

Stefan Schmid

Position:

Signature:

Signature: Date:

Position: Director of Food & Beverage

Date: Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 6. 27 TASK: Briefing Guide EQUIPMENT NEEDED: HOW TO DO IT

Meet in outlet as per schedule, lunch / dinner What to brief them about  Occupancy  Arrivals / Departures  Lunch menu / dinner menu / fixed menu  Who will be working which station  Hotel events, what is happening in the other outlets and what time  Special guest notifications, birthday, special diet, particular guest request  Any special remarks concerning previous service, incidents or recommendations  Any advice for the forthcoming service  Any important communications When to brief  Ideally immediately prior to opening restaurant, though this can sometimes be a problem.  Pick a quiet moment, DOH is recommended at both 1000Hrs and 1600Hrs.

PREPARED BY: Position:

Signature:

WHY

Pending matters and complaints to be followed up On immediately Why brief ?  To keep the staff informed about the hotel  To keep the staff informed about the guests  To be in contact with the staff  To alert the staff to weak areas in their domain  To help staff address the weaknesses  To help improve service delivery  To listen to what the staff have to say, sometimes they know better, really  To keep staff motivated  To show staff that you are interested in their well being

APPROVED BY:

Stefan Schmid

Position: Director of

Signature:

Oriental Hospitality Consultants – OrientalHospitality.com Date: Food & Beverage

Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Meet in F&B Office punctually on Scheduled date and time

TASK #: 6.28 TASK: Attendance Of Daily F&B Briefing EQUIPMENT NEEDED: HOW TO DO IT WHY



Meeting is held daily at … a.m.



F&B Manager will inform daily occurrences



Make a note of any special information



Note any VIPs in house.



Note any information regarding occupancy

Pending matters and complaints to be followed up On immediately

and special requests. 

Insure all important information to mention in your daily briefing



Make sure all necessary pending matters are executed and followed upon



Report of all matters regarding to your outlet, positive comments by guests, complaints, equipment matters And staff update info

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

Oriental Hospitality Consultants – OrientalHospitality.com

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 6.29 TASK: Closing Procedures EQUIPMENT NEEDED: HOW TO DO IT

Cashiering



Make sure all the cashiering procedures are completed  Cash float  Room Charge  Credit Card settlement  Logbook written in

Cleaning



Make sure all the equipment are properly cleaned and stored away. The restaurant area is completely cleaned The room is completely cleaned Garbage is disposed of

  

Stock order



Make sure that the stock requisition sheet is filled and accurate

Lighting Power



Make sure that all the lights and power supplies are switched off

Locking Up



Make sure all the access to the Restaurant / Lounge and alcoholic storage spaces are properly locked.

Security



Make sure the cash float, float keys and bar keys are handed over to the security office.

PREPARED BY:

APPROVED BY:

WHY Make sure that all necessary closing standards & procedures and restaurant mice en place is ready for the next day‟s operation

Stefan Schmid

Oriental Hospitality Consultants – OrientalHospitality.com Position: Signature: Position: Director of Date: Food & Beverage

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO Handle tips on bill

Collect and distribute cash tips

TASK #: 6.30 TASK: Distribute Incentives / Tips EQUIPMENT NEEDED: HOW TO DO IT



The Accounts department calculates the amount.



Memorandum should be collected from Head Cashier



Manager must get the amount of tips on bills and divide by points system to each staff concerned including kitchen staff and stewarding



Cash tips are individually owned

WHY

All cash tips are distributed accurately to all staff on schedule

Oriental Hospitality Consultants – OrientalHospitality.com PREPARED BY: APPROVED BY:

Stefan Schmid

Position:

Signature:

Signature: Date:

Position: Director of Food & Beverage

Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 6.31 DEPARTMENT : Room Service TASK: First Aid Box JOB TITLE: All Room Service Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT 

One assigned staff should check the first aid box once a week or when required to ensure it is well stocked

Issue requisition



Report to the hotel nurse of any replenishing required

Replenish first aid box



Keep the box in the office (accessible place) after replenishment Items to be refilled by nurse

Inspect



WHY All first aid items must be fully stocked, based on requirement list.

Oriental Hospitality Consultants – OrientalHospitality.com

PREPARED BY:

Stefan Schmid

APPROVED BY:

Position:

Signature:

Position:

Date:

Signature: Date:

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 5.32 TASK: Side Station Set-up EQUIPMENT NEEDED: HOW TO DO IT

WHY

Oriental Hospitality Consultants – OrientalHospitality.com

COFFEE / TEA CUPS

CUTLERY TRAY SAUCERS

SUGAR SETS TOOTH PICKS STRAWS

WATER GOBLETS

COASTERS

NAPKINS ASH TRAYS

PREPARED BY: Position:

Stefan Schmid Signature:

APPROVED BY: Position:

Date:

Signature: Date:

Page 1 of 2

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant Chinese JOB TITLE: All Restaurant Staff WHAT TO DO

TASK #: 5.33 TASK: Station Set-Up EQUIPMENT NEEDED: HOW TO DO IT

WHY

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Soy sauce , oyster sauce , mustard Chili / chili bean sauce, clam sauce Vinegar , L & P sauce, Wasabi Refill tea leaves Salt and pepper shakers Chili julienne Freshly squeezed lemon juice Serving gears and serving ladles Sufficient busing trays and under-liners Take away containers / boxes / sauce containers Shopping bags Ribbons and scissors Chinese wine mix for flambé prawns Hammer for beggar chicken Cake knife , carving knife and fork Lemon squeezers, finger bowls Plate covers in various sizes , cassette stoves Fold and fragrance the face towels, and put them in the warmer and cooler Gloves and cleaning towels Ensure the cleanliness of the equipments and chinaware to be used Plastic chopping board and knife

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To guarantee the best service Possible for all guests at all times.

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

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Standard Operating Procedure FOOD & BEVERAGE DEPARTMENT : Restaurant Chinese JOB TITLE: All Restaurant Staff

TASK #: 5.33 TASK: Station Set-up EQUIPMENT NEEDED:

Oriental Hospitality Consultants – OrientalHospitality.com WHAT TO DO HOW TO DO IT                      

To guarantee the best service Possible for all guests at all times.

Tea cups Tea saucers Dinner knifes and forks Dessert forks and spoons Serving spoons Serving gears Chopsticks rests Chopsticks Chinaware spoons Bone plates Small bowls Soya sauce dishes Tea spoons Straws Napkins Table clothes in various sizes Matches Toothpicks Captain's order Clip boards Menus Waiter's towels

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WHY

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Stefan Schmid

Position: Director of Food & Beverage

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant JOB TITLE: All Restaurant Staff

TASK #: 6.34 TASK: Pool Service – Duties Of Pool Boy EQUIPMENT NEEDED:

Oriental Hospitality Consultants – OrientalHospitality.com WHAT TO DO HOW TO DO IT  Pool boy should ensure that all pool beds are arranged nicely in order with towels and by the umbrellas by 9.00 AM daily.  Pool boy should inspect the pool for its cleanliness and pick up any dirt or leaves that may have fallen in to the pool.  Guests must be greeted by name if previously know to pool boy .  If the guest is wearing a robe, pool boy should help remove it and should place on the bed folded.  Towels must be unfolded and laid out. DND sign should be shown to the guest and explained about it.  A fresh cold towel to be picked up from the service bar and to be presented  The guest is first offered an drink or the snack menu  Fresh fruit smoothies will be provided to all guests complimentary.  Inquire from the guest whether he/she would like to have a look at the menu and if so offer the bar menu to the guest.  Pick up the sun lotions from the service bar and place it next to the guests.  Offer to clean the sun glasses of the guest by approaching with a glass cloth and a spray cleaners on a wooden tray.  Cold towels along with a smoothie or a wood apple sorbet to be served alternatively every half an hour.  Service of all food should be done on the small In-Villa dining rectangular trays 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 on to the side of the pool bed.  Pool boy to ensure that the umbrellas are moved from time to time to ensure that the beds are always under the shade. NOTE: Pool boy will only to remove any floating debris from the water. Engineering department to deep clean the pool each morning by 8.00 AM. PREPARED BY: Stefan Schmid APPROVED BY: Position:

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WHY

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant

TASK #: 6.35 TASK: Menu Types, Breakfast

Oriental Hospitality Consultants – OrientalHospitality.com JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT To learn about the mechanics Of menu planning, rules and Regulations.

Basic Rules for successful menu arrangement: - Proper recipes - Proper calculation - Market survey and analysis - Type of hotel/property - Season and climate Definition of the word - Wishes and expectations of the guests “menu”: - Up-to-date nutrition facts A menu is set up of dishes, - Correct spelling whereby the various food - True declaration items should be balanced - No repetition of color, ingredient, preparation, According to ingredients, decoration Preparation and seasonal Availability. Menus have to be changed on regular basis The menu is usually sold And revised according to the sales analysis. With a fixed price. Some rules have changed and it is quite common To make menu planning To mix western and oriental dishes in one menu. Successful: - Knowledge of Menus should be offered according to the market ingredients And guest expectations and wishes. - Knowledge of preparation Certain products which include protected animals - Knowledge of Should not be used, like turtle meat, dolphins, calculation Bear, tigers etc. - Knowledge of Menu sections 1: Menu sections 2: Nourishment, nutrition - Knowledge of menu Appetizer Appetizer, cold Writing and spelling

Soup

Soup

Main course

Appetizer, hot or fish

Dessert

Sherbet

Coffee or tea

Main course

WHY Proper knowledge of menu Arrangement is the key issue For a successful F&B operation and satisfied guests

Dessert Coffee or Tea Pralines APPROVED BY:

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 6.35

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Menu Types, Breakfast JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO HOW TO DO IT DO

WHY

Breakfast: Most important meal of the day, with lot of choice, a`la minute A menu preparation, a`la carte or buffet. should be - Continental Breakfast tailored - American Breakfast According to - Oriental Breakfast the occasion, - Japanese Breakfast Season, Room Service Breakfast: religion and Should be served within 20 minutes, choosen guest From the door knob / room service menu Expectations. Brunch: Usually a mix of breakfast and lunch, starting From 11.00 AM – 3.00 PM Lunch: Usually a 3 course meal, and should be served as fast as possible, as people get back to work. Dinner: Can be from 3 – 7,8 courses, with candle light Comfortabl surroundings. Business Lunch: 3-4 courses, easy to eat, sometimes served during meetings, light ingredients, nice set up and décor Quick Lunch: Fast preparation and reasonable price Gala Menu: Something special, can be outstanding and expensive ingredients, nice room decoration, entertainment, music, special table decoration Children’s Menu: Should be in smaller portions, menu can be printed on paper with colorful decoration in kid‟s Manner with possibility of painting., colourful & fancy plates to be used Vegetarian menu: According to the season, with all vegetarian Ingredients, very popular in Asia and Europe and America. Diet Menu: According to the prescribed diet by the doctor, Chef needs special diploma, usually in hospitals and recreation centers Employee’s Menu: Staff have the right for proper and nutritious menus, it keeps the morale high and motivates on a daily basis PREPARED BY: APPROVED BY: Stefan Schmid Position:

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 6.35

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Menu Types, Breakfast JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT To understand the mechanics Of the breakfast buffet, menu And set up.

WHY

The Breakfast Buffet is served from 6.00 AM – 10.30 PM daily. Mice en place will be done by the morning shift the day before and final preparation by night chef For hot dishes as bacon, ham, sausages and main Course. Chefs attending the buffet have to be well mannered, clean hair cut and proper uniform. Courtesy for the guest and a helpful hand at all time. The buffet has to be constantly checked For refill and mice en place. Cold food cold and hot food hot. Coordination with stewarding very important for Equipment set up and heating fuel. Breakfast dishes will be changed on regular basis For all sections. Set up has to be easy accessible, with nice decoration and prepared service area. The chef‟s corner will be used to prepare egg and Hot dishes a`la minute Breakfast Buffet: Wide variety on cold and hot items Cold platters, salads, fruit section, Asian section Hot buffet, egg corner, carving trolley, pastries Dairy products, cereals Brunch: A combination of breakfast and lunch buffet Starting from 11.00 – 2.30 . Lots of cooking stations, champagne, juices, hot appetizer and Main courses, usually with music and entertainment, games, ice cream counter

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 1.36

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Handling Operating Equipment JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

1. Proper set up and arrangement for the work flow and sorting in dish washing area is needed 2. Proper containers and racks for individual equipments for sorting and storage are needed to be placed in proper location

WHY

To guarantee the best service Possible for all guests at all times.

3. All staff must be aware the various types and sizes of the operating equipments, their usages, their unit costs, the storage location, the containers and / or the racks for individual needs 4. All staff must know the proper procedures for handling, sorting and storage of operating equipments 5. All breakages must be recorded weekly, name of items, unit cost, reason of breaking, the location where the equipment broke, by whom 6. A container to keep all broken equipments for record 7. The manager to follow up on the reasons of the breakage to find ways to solve the problem

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 1.37

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant Chinese TASK: Point Of Sales System JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT

WHY

To guarantee the 1. The service associate takes the order from the guest as per the best service Possible for all order taking procedure as stated guests at all Times. 2. The service associate to go to the POS station to key in what the orders the guests placed, and ensure that the all details such as: items, portion sizes, table number, number of person, service sequence… etc are correctly input before sending out the order, the server's copy should be printed out and to be kept in a folder clip placed on the guest table, service station or the service cart next to the table

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STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 7.01 DEPARTMENT : Restaurant TASK: Up-selling JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO A. Wines are expensive and thus, earn more revenue for the restaurant. Wine sales must be rushed to the maximum Suggest the appropriate wine with each dish. B. Propose the expensive food items on the menu first. This is done by making the proposition attractive. Here are some approaches. “I would recommend the Lobster Thermidor today. The lobsters are freshly caught and are very succulent.” “Why don‟t you try the Chefs special Steack au Poivre.” “Our restaurant is famous for its Chateaubriand for two”. C. Whenever explaining a dish (in the menu) conjure up a delightful picture to the guest, e.g. “Shrimp Cocktail is made of succulent shrimps on a bed of crisp lettuce and topped with tangy cocktail sauce”. “Chicken Stroganoff is strips of soft breast of chicken cooked in wine flavoured brown sauce, garnished with fresh cream and mushrooms and served with steaming Indian pillauf” D. Display of wines, cheese, hors d‟oeuvres in the restaurant, if attractively done, can motivate a guest to order them. E.

Food prepared in the restaurant (gueridon) lends an aroma to the environment that stimulates appetites.

F.

Place tent cards or small display material on tables. The matter on these cards could either promote another outlet in the hotel or promote a speciality of the restaurant, “Have your after dinner liqueur at Maddok Bar on the first floor”. “Our Chefs Fish Portugaise is the talk of the town”.

G.

If flowers are easily available, present a rose to the lady guests in the group from the management. This little gesture will bring them back again.

WHY

H. Try remembering the favourite dishes of regular guests, and if possible, of irregular guests also. A statement like: “The Chef has conveyed that he has kept aside for you a juicy portion of your porkchops today”. I. Try remembering names of guests. A guest feels special and may visit your restaurant just because he is know to the management and feels wanted. J. When a guest leaves the restaurant it is important to invite him to visit your establishment again. K. Above all, give clean and efficient service. A guest demands this if he is to come back again. PREPARED BY: APPROVED BY: Stefan Schmid Position:

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STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 7.02 DEPARTMENT : Restaurant TASK: Cost Reducing Methods JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO

WHY

Cost reduction is one way of increasing profitability. Here are some tips to ensure this: - Stop wastage. - Check upon the number of portions, size of portions and if found excess, return extra portion to the kitchen. - Handle service equipment with care. Switch off equipment like hot case, chilling machine, table lamps, display cabinet lights, gas burners when the restaurant closes. Switch off gas burners of flambé trolley when not in use. - Linen is expensive. Do not misuse them by using them as duster cloths. Always use waiters‟ dusters for cleaning purposes. - Order pads should not be used for rough work. - Carry food carefully. A spillage could spoil the carpet plus waste that portion of food. - Never forget to make checks for whatever is served. - Send back flowers to Housekeeping or store in a cool place so as to re-use them. - Tea and coffee should be served according to portions. - Send timely maintenance orders. - Cancel food or beverage orders as soon as possible so as to avoid wastage (in case of cancellation or duplication). - Try not to take orders wrong. Don‟t hesitate to clarify doubts. - Left over butter and milk can be utilized in the kitchen again. Return the same to the kitchen. - Be hawk-eyed for staff pilfering food. - Crockery and cutlery is expensive. Do not mishandle them.

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Position: Director of Food & Beverage

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Date:

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE

TASK #: 7.03

Oriental Hospitality Consultants – OrientalHospitality.com DEPARTMENT : Restaurant TASK: Discipline JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO Discipline is the hallmark of a good hotelier. This is because the temptations a hotel are many. Discipline is of two types-physical, where grooming and physical conduct play a role, and mental, which demands sincerity, honesty and perseverance. Here are some tips to prevent indiscipline. Persist in repearing house rules and standing instructions to the staff. Tell them the benefits of self-discipline and how it can achieve promotions, Never be overfriendly with the staff. A fault committed must be checked at once. Always reprimand in privacy. Set an example by being self-discipline yourself. Remember a bad apple can spoil the bunch.

WHY

To guarantee the best Possible service for all guests at all Times.

Given below, on the left are the reasons for indiscipline; while on the right side the suitable action is suggested. 1.1.1.1.1.1 Action 28.1.1.1.1.1 Why Indiscipline

(a) Unavoidable circumstances

Sometimes there is a crucial element like sickness or pressing demands-this should be excused provided this not too regular.

Don‟t kill adventurism but give him challenging jobs with risks. (b) Adventurism Improve upon the control system and seal loopholes. Ignorance of rules is a crime, so (c) System of control absent/ in efficient punish him. Ensure that he has (d) Ignorance of rules had an opportunity to be conversant with the rules before punishing him. Give him attention. Councel him. (e) To attract attention If positive, sit with him and (f) Does not accept the system understand his reasons for (g) Rebel rebellion. Motivate him out of rebellion. (h) Affiliation with negative groups Win over the group leader who (i) Bad habits subsequently will influence the (j) Short cutting systems group to be positive. Cultivate good habits. (k) Willful motives Penalize him heavily. Punish. PREPARED BY: APPROVED BY: Stefan Schmid Position:

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STANDARD OPERATING PROCEDURE

Oriental Hospitality Consultants – OrientalHospitality.com FOOD & BEVERAGE TASK #: 7.04 DEPARTMENT : Restaurant TASK: Team Briefing JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHA HOW TO DO IT T TO DO

WHY

Briefing is an important tool in the hands of the Restaurant Supervisor. It sets a plan of action and check for the shift. How effectively this period of briefing is utilized is the marke of a good supervisor. Be absolutely punctual: Preferably half an hour before the restaurant opens. 1. Be impeccably groomed: Shoes polished. Uniform clean and well pressed. Nail cut. 2. Take attendance and find out reasons for absenteeism. 3. Allot job responsibilities. 4. Check turn-out of staff. 5. See that they are carrying the following items: Waiter Cloth. Ball pen with a small scribbling pad. Bottle opener/can openers. Handkerchief. Name plate, if used. 7. Give special instructions like: Not available items. Du jour items.,Omissions or additions to the menu. Price increase. Management policies. Important functions. V.I.B. guests expected in the restaurant. Groups staying in the hotel. In the case of a restaurant where buffet layout is made for lunch allocate staff who are off-time next day to stay back and do the set-up. 8. Questioning: Ask questions regarding service, menu, wines, cocktails, to ensure that staff has adequate knowledge. 9. Use briefing time to train staff. 10. Ask for and solve problems faced by staff on their job. 11. Correct anyone who was observed to have committed faults in services when the restaurant was open last. 12. Allot duties for doing mise-en-place for the next day, e.g. linen exchange, butter and rolls, water, cutlery cleaning, etc. for the restaurant. 13. Give the staff pep talks from time to time to boost up morale. Motivation of staff is important for efficient and smooth running of the restaurant. 14. Listen and ask for suggestions to increase efficiency. 15. Finally ask the staff to make a final check of their station and tables; inspect them personally. PREPARED BY: APPROVED BY: Stefan Schmid Position:

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Position: Director of Food & Beverage Page 1 of 1

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To guarantee the best Possible service for all guests at all Times.

Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.05 DEPARTMENT : Restaurant TASK: Training Your Team JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO

WHY

Training is the process of changing a given behaviour to a desired behaviour. That desired behavior is the excellence in performance wanted of your team in a restaurant. In balanced training it is important to develop knowledge, skill and attitude. Knowledge can be imparted through lectures, films, reading material. Skills are developed through demonstration, practice and on-the-job training, while attitude is developed through rules and regulations, the restaurant supervisor‟s personal example, counseling and advice. Why is training important?

To guarantee the best Possible service for all guests at all Times.

1.

Training manpower is not easily available in the market. 2. Training costs money, time and effort. 3. Training condenses the experiences that other have gained over several years. 4. Training helps to equip a person to do a job in the shortest possible time. 5. Training connotes self-development to staff, thus presenting the possibility of better assignments and better pay packets. 6. Training removes the anxiety of workers about their workplace. 7. Training helps the management have a well co-ordinate team. A simple blueprint to train your staff in the restaurant: 1.

Take half-an-hour off between shifts each day and explain to staff the lessons in Part I of this manual. During briefing take two or three items from the menu and explain them daily. Make spot checks to ascertain whether systems and procedures are cloth, etc. Repeat rules and regulations and ensure they are understood. Keep the poor workers as understudies to good ones. All along ensure physical and mental discipline.

2. 3. 4. 5. 6. PREPARED BY: Position:

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.06 DEPARTMENT : Restaurant TASK: Tip Distribution JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO

WHY

To guarantee the best Possible The captain ensure that all the money received as tips is collected at each service station in a box. for all The entire amount is counted by him and entered into the „tip register‟ after guests at the restaurant closes. all Times. The tips are distributed according to „points‟. Each staff member is given a fixed number of points depending upon his seniority, i.e. Supervisors get the maximum and Trainee waiter the minimum. The total money received during the week is divided by the total number of the points, which all the staff members have. At the end of the week this figure is multiplied by the total number of points each person has and the money is distributed. This amount is entered in the register and the signature of the recipients obtained. It is the duty of the Restaurant Supervisor to see that distribution is honest and just.

One of the systems for collections of tips is keep what one receive. The practice, which is followed most widely, is the „pooling system‟ as under: -

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.07 DEPARTMENT : Restaurant TASK: Staff Scheduling JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO

WHY

To guarantee the best Possible service for all guests at all Times.

The schedule should be prepared at least 2-3 days before it becomes effective. It must be duly authorized by the Restaurant Manager. Any special requests for off-days, shifts, should be granted as far as possible without affecting operations. Staff distribution must be optimal. Thus maximum and most efficient staff must be working during peak and rush hours. Overlapping, whenever necessary, should be done during peak hours. Off-days should be evenly distributed throughout the week with the same number of persons off each day, except on days of rush (see Fig.24). Equal number of persons must be present on each shift as far as possible so as to facilitate proper rotation. Staff must be rotated through all the shifts, weekly or fortnightly as the case may be so as to be impartial to all. Mon

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Day s Na me Mr. A Mr. B Mr. C Mr. D

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Fig. 24: Staff Scheduling Chart

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Oriental Hospitality Consultants – OrientalHospitality.com

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.08 DEPARTMENT : Restaurant TASK: Performance Appraisal JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO

WHY

The purpose of performance appraisal is to ascertain an individual‟s present and future value to the organization. His present value is assessed by his past performance while his future value is determined by his present potential. A good appraisal would bring to light these two aspects. The main fear in handling performance appraisal is the element of subjectivity. In order to avoid subjectivity, the best approach would be to appraise performance and not personality. This would mean setting objectives and targets mutually at the beginning of a performance period and assessing whether they have been achieved at the end of it. Setting standards of performance is also implicit in the system; otherwise quality of performance will be overlooked. If an appraisee cannot achieve the stated objectives and targets, the appraisal system should encourage methods by which individual deficiencies can be met through training and development. Such a system is future-oriented and gives a correct picture as to what potential an individual shows in terms of performance. It also binds the superior and subordinate to act as a team to achieve targets. The actual appraisal becomes less difficult and as appraisal interview helps in bringing about a health exchange of ideas.

To guarantee the best Possible service for all guests at all Times.

Here are the things that a supervisor must start to do: 1. 2. 3. 4. 5. 6. 7. 8. 9.

Set standards of performance. Set objectives and targets in conjunction with subordinates.Objectives and targets should be realistic. Review mid-way how a person is doing and tell him freely his short-comings. Approach the system as one that helps in developing an individual and not destroying his personality. Set an appraisal interview in a relaxed atmosphere and open to free exchange of views. Strictly concentrate on the subordinate’s performance and not his personality. Give subordinates an opportunity to explain themselves. Help the subordinate to identify his weaknesses and develop an action plan to overcome them. Show the subordinate the path to future growth.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.09 DEPARTMENT : Restaurant TASK: Assignment Of Duties JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO

WHY

To - Duties must be rotated once every week to prevent monotony. For example, an guarantee Assistant Waiter the best should be rotated through various duties like bussing, cleaning, wiping glasses, Possible clearance, food service pick-up and other similar duties. for all guests at - Different station must be assigned to the staff on a rotation basis. all Times. - Each station must have a uniform number of staff members: Assistant Waiters, Waiters, and Restaurant Supervisors. - The person assigned to the bar must have a good experience and knowledge of beverages. - Duties like linen exchange, store requisition, must be assigned on a weekly or fortnightly basis. - A Waiter must be assigned to the various trolleys on a daily basis. - The allocation of Waiters, Assistant Waiters, Supervisors to a station must be on the basis of the number covers it contains. A standard formula is given below though it may change according to the type of service: One Supervisor per station. One Waiter per 20 covers. One or more Assistant Waiters per station.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.10 DEPARTMENT : Restaurant TASK: Attendance JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO

WHY

Must be taken daily and shiftwise. Two registers are generally maintained:

To guarantee the best (a) One, which has all the names together and is used only to mark a person Possible absent or present. service (b) A register, which devotes one page to each person and shows the number of for all hours worked guests at and the days off. This is presented to the labour authorities. This has to be all Times. filled in very carefully, taking into consideration the local labour laws. -

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Any person who reports late should be marked late and the records must be sent to the Personnel Department for necessary action like deduction from salary. Use a pen and ensure that there is no over-writing to avoid malpractices. Any changes made should be counter-signed. The register should be carefully handled as it is used for a full year and should be kept in a safe place. The Restaurant Manager should be made aware of late-comers and absentees to take necessary action. Prolonged absenteeism and periodic late-coming should be dealt with severely. Staff should be made to realize that coming to their job on time is of great importance.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE DEPARTMENT : Restaurant

TASK #: 7.11 TASK: Ability To Overcome Resistance To Do Manual Or Menial Work All Restaurant Staff EQUIPMENT NEEDED: HOW TO DO IT WHY

JOB TITLE: WHAT TO DO

1. For all the hotel staff “menial” jobs are part of their normal work. This follows from the fact that in this industry, service is of the outmost importance and hence everyone must involve himself in achieving that objective. This would mean that right from the general manager to the utility worker, everyone is actually serving the guest in one way or the other. 2. To ensure a proper attitude to menial tasks, the trainer at times may himself have to do the work that the waiter does, to drive home the fact that at all levels manual work is done. 3. The waiter should be told of the important of his job and made to realize that the hotel cannot run without the essential services that he provides.

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To guarantee the best Possible service for all guests at all Times.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.12 DEPARTMENT : Restaurant TASK: Check Point For Supervisor JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO Before the service in the restaurant starts the Senior Captain or Supervisor must check the following: -

Side station Tables and covers Gueridons Bars Hot cases and plate warmers Show case/tables Salad / dessert trolleys Cutlery according to the menu Reservation cards on tables Butter and rolls and ice water If moultons are fixed properly All table appointments Placement of menu cards The temperature of the air-conditioning Position and condition of tables and chairs Wine and food available or not available If hot cases have been switched on If the glass chiller, wine-chiller are functioning If any dishes are specially recommended by the Chef If KOTs and checks are available.

During Service -

See that none of the staff talks loudly or eats in the restaurants. Ensure that maximum staff is assigned to areas of maximum rush. No one should be missing from his duty. Food pick-up and service should be efficient and quick. Co-ordinate with Chef and Barman and inform in case anything is finished. See that checks are not under or over-priced. Ensure that no malpractices are being followed in the restaurant. See that food is being served according to the courses.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

WHY

To guarantee the best Possible service for all guests at all Times.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.13 DEPARTMENT : Restaurant TASK: Willingness To Serve JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO

WHY

1. The waiter should be briefed about the tip system and shown how a good service can fetch greater tips. At this stage emphasize the point that a guest gives lavish tips only when he is pleased with the service and the service can only be good when the waiter is willing to please. 2. A waiter‟s job is appraised on his keenness and willingness to serve. This determines his job advancement, promotions, increment and other benefits. 3. A waiter is a representative of the hotel and his restaurant. He projects its image and is responsible for maintaining its high standards. On his attitude and actions will depend the image of the hotel.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

To guarantee the best Possible service for all guests at all Times.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.14 DEPARTMENT : Restaurant TASK: Capacity To Take Orders From Seniors JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT WHY TO DO

- The waiter should be made to feel that his supervisors have more authority and maturity to guide him. - He should also be told that without a proper line of authority, there would be utter chaos. - The example of some of his seniors should guide him at the job. He should be made to understand that he has a lot to learn from their knowledge, attitude and skill in tackling in their jobs.

0. 1. 2. 3. 4.

- Moreover, it is his seniors who will assess him and mould him and it is they who to a great extent determine his future by recommending him for advancements in his job, promotions, transfer and raises in salary.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

To guarantee the best Possible service for all guests at all Times.

Oriental Hospitality Consultants – OrientalHospitality.com

Page 1 of 1

STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.15 DEPARTMENT : Restaurant TASK: Cheerful Attitude Towards Work And People JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT WHY TO DO

1.

A cheerful attitude is an asset. It is infectious as one cheerful person spreads cheer and goodwill wherever he goes. As a result the work atmosphere is pleasant and free of tension and overwork.

2. A cheerful attitude towards colleagues is an advantage because a waiter would be able to obtain the maximum cooperation and help for them. 3. Job satisfaction comes from within oneself and depends on one‟s attitude towards one‟s work. If one has a cheerful outlook any kind of work can seem worthwhile and interesting.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

To guarantee the best Possible service for all guests at all Times.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.16 DEPARTMENT : Restaurant TASK: Cordial Relation With All - Interaction JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT WHY TO DO

1. One of the bet ways to develop cordial relation and a team spirit is through group effort. Let the group set the goals. Show how much easier it becomes to resolve problems when every one puts their heads together. The phrase” United we stand, divided we fall”, should be the motto. 2. Through team spirit and teamwork efficiency is increased. Increase in efficiency implies higher sales turnover, which implies more earning of everyone. 3. By maintaining cordial relation, one not only benefits financially but also personally. A good friendship is also an asset and is of great help during times of trouble. 4. Cordial relations with guests is good relations. A guest who is pleased with the friendly atmosphere of a restaurant is bound to visit it again and again. However, friendliness does not mean over – familiarity.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

To guarantee the best Possible service for all guests at all Times.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.17 DEPARTMENT : Restaurant TASK: Pride In Work JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO

WHY

A waiter should realize that the work he is doing is not an ordinary kind of work. It is an art, which not everyone can do. It is an art, which has developed from times immemorial and is still being developed.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

To guarantee the best Possible service for all guests at all Times.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.18 DEPARTMENT : Restaurant TASK: Tact And Initiative JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO

WHY

1. Role-playing sessions on basis of log book corselets help in developing a waiter‟s tact and initiative. 2. Also formal case studies can be undertaken to inculcate tact and initiative. 3. Interesting and amusing anecdotes from personal experience or from the experience of others are good illustration.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

To guarantee the best Possible service for all guests at all Times.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.19 DEPARTMENT : Restaurant TASK: As A Representative Of The Organization JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT WHY TO DO

1. A waiter is like a salesman for his department and he projects the image of his restaurant. Thus, as a representative of the organization he must endeavor to maintain high standards. 2. Any negligence on his part would at once reflect on the status of the organization and its high standards. 3.He must act and behave in a manner befitting the type of set-up he is working in. 4.Good actions and behavior are always noted and go a long way in improving a waiter‟s prospects and status.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

To guarantee the best Possible service for all guests at all Times.

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STANDARD OPERATING PROCEDURE FOOD & BEVERAGE TASK #: 7.20 DEPARTMENT : Restaurant TASK: Honesty JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED: WHAT HOW TO DO IT TO DO

. . . . . .

WHY

1. Honesty is always the best policy. The rewards for being honest can vary from cash and publicity in hotel magazines to appreciation letters from the public. 2. It can also get the waiters appreciation and commendation, which could help a waiter prospects in the professions. 3.Examples of actual incidents where honesty has paid dividends should be quoted. 4.The waiter must be told exactly what is regarded as dishonesty e.g., stealing cutlery, eating guest food, overcharging a guest are all forms of dishonesty.

PREPARED BY: Position:

Signature: Date:

APPROVED BY:

Stefan Schmid

Position: Director of Food & Beverage

Signature: Date:

To guarantee the best Possible service for all guests at all Times.