The Bar SOP
The Bar SOP
The Bar SOP
The Residence Mauritius experience will begin for our guests the moment they pass
through our doors. It is therefore essential that all of us exemplify the standards of
excellence.
The procedures which follow will explain in detail the operational aspects of your jobs.
More importantly, however, will be the way you carry out these actions steps.
The manner in which you present yourself to our guests will do much to set the tone for
their stay.
A statement you will hear often during your career with The Residence Mauritius sums
up our approach very well Moments Enriched
You will always be friendly and helpful, but also professional.
Our unique approach to service will set the standard for the industry in Mauritius. Every
first class hotel on the island will be watching us to see how we do it at The Residence.
You have been selected from thousands of applicants because we feel that you have the
skills to meet this challenge.
Congratulations, good luck and welcome to the finest hotel in Mauritius.
...................................................
Bar Manager
The Residence Mauritius will be regarded as the quality and market leader of the
hotel industry in Mauritius.
We will always select employees who share our values. We will strive to meet
individual needs because our success depends on the satisfaction, effort and
commitment of each employee.
Our leaders will constantly support and motivate our employees to continuously
improve. This will be accomplished by creating an environment of genuine care,
trust, respect, fairness and teamwork through training, education, empowerment,
participation, recognition, rewards and career opportunities.
Continuous improvement and the efficient satisfaction of all our customers will
ensure exceptional and profitable results with the investments entrusted to us and a
flawless image of our owner group. Our owner will also benefit from accurate and
timely communication of financial results.
Our Motto
Moments Enriched
Chapter One
CHAPTER NO 1.1
1. Ensuring careful
unostentatious dress
KEY POINTS
REASONS
Maintenance of
Standard
Avoids
accident
personal injury
and
CHAPTER NO 1.2
1. Ensuring careful
grooming
KEY POINTS
REASONS
CHAPTER NO 1.3
KEY POINTS
Make-up,
perfume, Heavy scents may be
after-shave
and
offensive to guests.
deodorant should be
used conservatively.
Ladies
should
wearing nail polish
2. Ensuring discreet
personal ornamentation
REASONS
avoid Hygiene
CHAPTER NO 1.4
1. Ensuring impeccable
personal hygiene at all
times.
KEY POINTS
REASONS
Hygiene
Hygiene
Hygiene
Chapter Two
CHAPTER NO 2.1
OUTLET:The Bar
Cleaning ashtrays
KEY POINTS
REASONS
CHAPTER NO 2.2
OUTLET:The Bar
KEY POINTS
REASONS
Cleaning
condiment These should never be Water
must
be
(salt & pepper)
cleaned using soap and
prevented from getting
water. They must be
into the shakers as this
wiped over with a clean
will result in the salt and
and dry cloth. Shakers
pepper, thus becoming
must be checked and redamp and will lead to
filled prior to wiping on
blockage of the shaker.
the outside.
Shakers
must
be To clean inside and
emptied
completely
avoid blocking.
once a week for deep
cleaning,
wiped
properly with a dry
cloth and re-filled with
fresh salt and pepper.
CHAPTER NO 2.3
1. Polishing Glassware
KEY POINTS
REASONS
Chapter Three
Preparing Tables
CHAPTER NO 3.1
TASK:Preparing tables
OBJECTIVE:- Arranging chairs
Arranging chairs
KEY POINTS
REASONS
CHAPTER NO 3.2
TASK:Preparing tables
OBJECTIVE:- Placing ash-trays
Placing ashtrays
KEY POINTS
REASONS
CHAPTER NO 3.3
KEY POINTS
REASONS
Chapter Four
CHAPTER NO 4.1
KEY POINTS
REASONS
Welcoming guest in the Bar Always greet guest by Politeness and makes the
correctly.
approaching with a guest feel welcome.
smile
and
The
Residence Salutation,
taking the time of the
day into consideration.
That is Good Morning
Good Afternoon
Good Evening
Known guests are to be An added touch to the
greeted using their name
welcome, making guest feel
E.g:- Good Morning Mr. & important
Mrs. Smith
CHAPTER NO 4.2
KEY POINTS
REASONS
Dealing with inquiries and The Bar staff should be To be able to deal with any
explaining
establishment
aware of the daily and inquiry
facilities
forthcoming
events
concerning
F&B
activities taking place in
the hotel
E.g: Theme evening, show,
buffet, etc.
The Bar staff should To be able to deal with any
ensure that they are inquiry
aware
of
general
facilities provided to
guest by the hotel
E.g: Shops, Yacht Club,
Sanctuary, etc.
CHAPTER NO 4.3
1. Welcoming Guests
KEY POINTS
REASONS
Greet
guest
by
approaching with a
smile and Residence
salutation stating Good
Morning, Madam, Sir
known guests are to be
called by their name.
Chapter Five
Taking
Beverage Order
CHAPTER NO 5.1
KEY POINTS
REASONS
Greeting Guests
Note: All menus must be checked that they are cleaned and neat before service starts.
CHAPTER NO 5.2
Explaining
beverages
the
KEY POINTS
REASONS
to
answer
CHAPTER NO 5.3
Writing orders
KEY POINTS
REASONS
CHAPTER NO 5.4
KEY POINTS
REASONS
Chapter Six
CHAPTER NO 6.1
KEY POINTS
REASONS
the
CHAPTER NO 6.2
REASONS
To balance the tray and
prevent breakages
CHAPTER NO 6.3
KEY POINTS
REASONS
CHAPTER NO 6.4
KEY POINTS
REASONS
Distributing used equipment Place the tray on the To facilitate wash-up and
efficiently
dishwashing table, remove avoid breakages
all used equipments and
place in correct section for
wash-up.
E.g:- Glasses should be
placed up side down an
appropriate glass rack.
Make sure that
any To facilitate wash-up
beverage decoration i.e
cocktail sticks etc are
thrown into the garbage bin
prior to placing used
equipment
in
the
appropriate section.
Chapter Seven
Serving
Beverages
CHAPTER NO 7.1
KEY POINTS
REASONS
CHAPTER NO 7.2
KEY POINTS
REASONS
CHAPTER NO 7.3
KEY POINTS
REASONS
Adding Ice
Adding other
accompaniment.
NOTE: Always serve from the right in a clockwise direction, ensuring that preference is
given to elderly person, ladies and gentlemen. The host to be served last.
Bottles containing remaining drink should be left on the table with the label facing the
guest.
Extra glasses not in use, should be removed.
CHAPTER NO 7.4
Cleaning away
KEY POINTS
REASONS
CHAPTER NO
KEY POINTS
REASONS
Order Taking
Service
CHAPTER NO
KEY POINTS
REASONS
Menu Presentation
Communication
Inform
guest
1 2 teas as per guests choice.
afternoon tea is for 2 - 1 Selection of tea
pax.
sandwiches
- 1 Selection of miniature
Inform guests that food pastries and scones
will take at least 15 - Serve with whipped cream
minutes.
and assorted fruit jam
Placing Order
Service
Clearance
Date: Sep
time
CHAPTER NO
KEY POINTS
Bill Presentation
Bid Farewell
Thank guests
REASONS
CHAPTER NO
TASK:Lunch Service
OBJECTIVE:- Serve guests food from The Colonade Bar Menu
KEY POINTS
REASONS
Welcome and greet the Seat guest at The Bar, pull Make
guests
feel
guests.
ladies chairs.
comfortable / welcome.
Menu presentation
Taking orders (up selling / Take drinks order, ladies To make sure that right
suggestive selling)
first.
Take food order order has been taken.
(Repeat order).
Table Set-Up
Service
Serve drinks
To check guests needs.
Serve food
All services to be done from
right hand side.
To check for guests
requirements.
Waiter should always be
visible to guests.
Clearance of plates
Suggestive selling
Bill presentation
CHAPTER NO
Bid farewell
KEY POINTS
REASONS
CHAPTER NO
KEY POINTS
REASONS
Service
Chapter Eight
Serving
Wines & Champagne
CHAPTER NO 8.1
KEY POINTS
REASONS
OR
The host will communicate To ensure that the correct
directly with the waiter guest is billed accordingly.
concerning
the
billing
instruction or will order the
wine.
Presenting the wine list
CHAPTER NO 8.2
KEY POINTS
REASONS
Placing white and ros Ros and white wines are Standard and procedures.
wines in an wine bucket
placed in an wine bucket
with a clean wine cloth
wrapped around the neck of
the bottle, brought to the
table and placed on a wine
stand in the hosts right.
The wine bucket should be To maintain the correct
filled with ice and 1/3 temperature.
with water.
Placing the red wine bottle In case of red wine, it is The bottle is placed in the
in a wine basket
necessary to place a clean basket gently in order to
wine cloth folded in the avoid disturbing the wine.
neck end of a wine basket
prior to gently placing the
bottle in the basket with the
label facing upwards.
CHAPTER NO 8.3
KEY POINTS
REASONS
CHAPTER NO 8.4
KEY POINTS
REASONS
Presenting the bottle to the Present wine from the right Wine is presented to the
host
with the label facing the host so that he can confirm
host.
that the correct wine is
being served. The label
needs to be facing the host
for easy identification.
Presenting white and ros Remove the bottle from the
wine bottles to the host.
wine bucket, allow all water
to drip away and place the
bottle on nicely, folded
wine cloth in the palm of
your hand.
- Move towards the host
and present the wine from
the right.
- The bottle should tilt
slightly towards the waiter
and be supported by the
fingers of the right hand
- Ensure the label is facing
the guest. The host may also
touch the bottle.
To avoid spillage.
CHAPTER NO 8.5
KEY POINTS
REASONS
CHAPTER NO 8.5
KEY POINTS
REASONS
Opening white and Ros In the case of highly So that the host may smell
wine bottles
reputable wines, present the the cork.
cork to the host on a small
saucer.
Opening red wine bottles.
CHAPTER NO 8.5
KEY POINTS
REASONS
Important Notes:
- Never twist the bottle when opening
- Check to see whether or not the cork is splitting prior to uncorking.
- Always check the bottle prior to pouring to ensure that no cork has dropped into
the wine.
CHAPTER NO 8.6
Serving wine
KEY POINTS
REASONS
It is standard service
etiquette to serve ladies first
and to return to the host and
fill his glass last.
It is necessary to pour up to
these levels in order to
leave
room
for
an
appreciation of the bouquet.
CHAPTER NO 8.6
KEY POINTS
REASONS
Important Points:
- Red wine should be opened as early as possible so that the wine may attain room
temperature naturally.
- When proceeding on to Red wine service after the service of white wine, remove all
white wine glasses and replaced with red. However, prior to replacing glasses, it is
necessary to obtain the guests approval if there is any wine remaining in the glass.
- Avoid pouring red wine up to the last drop as this is purely sediment.
- House wines are also served by the glass which is brought directly to the table.
- The host is always served last.
CHAPTER NO 8.6
CHAPTER NO 8.7
KEY POINTS
REASONS
CHAPTER NO 8.8
KEY POINTS
REASONS
CHAPTER NO 8.9
Clearing away
KEY POINTS
REASONS
CHAPTER NO 8.10
Carrying a bottle
champagne to the table
KEY POINTS
REASONS
CHAPTER NO 8.11
KEY POINTS
REASONS
NOTE:- When serving champagne by glass, use chilled champagne flutes as it will keep
the drink chilled longer.
CHAPTER NO 8.12
Presenting a
champagne
bottle
KEY POINTS
REASONS
CHAPTER NO 8.13
Opening
champagne
KEY POINTS
bottle
REASONS
the
the
the
the
the
the
CHAPTER NO 8.14
Serving
a
champagne
bottle
KEY POINTS
REASONS
It is standard service
etiquette to serve ladies first
and to return to the host and
fill his glass last.
CHAPTER NO 8.14
KEY POINTS
REASONS
Important Notes:1. A good waiter should never allow the cork to shoot away from the bottle unless
requested by the guest.
Chapter Nine
Serving
Hot Beverages
CHAPTER NO 9.1
Using
proper
techniques
KEY POINTS
REASONS
Service etiquette
To facilitate service.
Guest is able to
himself as required.
help
CHAPTER NO 9.2
KEY POINTS
REASONS
Service of Infusions
CHAPTER NO 9.3
Serving expresso
cappuccino
KEY POINTS
REASONS
Residence Standard to
enhance guest satisfaction
as some guest dont like the
taste of strong coffee
lingering in their mouth.
Note: While serving expresso, hot milk may be served upon request.
CHAPTER NO 9.4
KEY POINTS
REASONS
Position
the
required Facilitates service
equipment, beverage and
accompaniments
on
a
service tray, balancing the
tray on the palm of the left
hand.
Using the right hand set the Basic mise en place for tea
tea cups or coffee cups with and coffee service
appropriate on the saucers
with teaspoons and place in
front of the guest from the
right hand side.
Place sugar in the middle of So as to be easily accessible
the table. Place tea pot or to all guests seated at the
coffee pot and milk on the table
right hand side of the guest.
Free Cookies is served with Residence Standard to
tea and coffee..
enhance guest satisfaction.
Important Notes:
Hot milk is offered with coffee and cold milk is offered with tea.
When serving lemon tea, lemon rings are served on a tea saucer and place together with
the tea on the table.
CHAPTER NO 9.5
KEY POINTS
REASONS
Important Notes:
Hot chocolate is served in a tea pot
Requirement for 2 persons
40grms of chocolate powder (6 Dessert Spoons)
Fill teapot with of boiling water and of hot milk and stir.
CHAPTER NO 9.6
KEY POINTS
REASONS
their
CHAPTER NO 9.7
KEY POINTS
REASONS
Asking for the lunch /food Approach the table when Correct procedure
order.
guests are ready to order,
addressing any females
first. Ask - May I take
your order ladies and
gentlemen
Writing the order.
Amount of covers
Avoids
confusion
and
Table no. & date/time
correct items delivered to
Server initials
the right guest.
Starters followed by
mains with
Male/female (start with
ladies and kids first)
Correct table no.
Side orders
CHAPTER NO 9.8
KEY POINTS
REASONS
guest
CHAPTER NO 9.9
KEY POINTS
REASONS
Asking the guests for any After having welcomed and Correct
standard
coffee or liquors
seated the guests after their opportunity to upsell.
dinner, ask if they would
like any coffee and liquor.
Hot beverage options
and
Important Notes:
Free mignardises is served with tea and coffee ordered after the dinner.
CHAPTER NO 9.10
1. Presenting
Humidor box
KEY POINTS
of
REASONS
procedure
of
procedure
of
procedure
of
CHAPTER NO 9.11
KEY POINTS
REASONS
procedure
of
CHAPTER NO 9.12
KEY POINTS
REASONS
CHAPTER NO 9.13
KEY POINTS
REASONS
NOTE: It is important to check all items on the bill before presenting, to assure correct
consumption as guest can feel annoyed by extra items found in his bill which he has
not consumed.
All billing problems should be immediately reported to the Shift leader, Supervisor or
the Outlet Manager.
CHAPTER NO 9.14
KEY POINTS
REASONS
CHAPTER NO 9.15
KEY POINTS
REASONS
CHAPTER NO 9.16
KEY POINTS
REASONS
Wine is corked
CHAPTER NO 9.17
KEY POINTS
REASONS
CHAPTER NO 9.18
KEY POINTS
REASONS
CHAPTER NO 9.19
Reporting
broken
beverages
(e.g wines, liquors
etc)
KEY POINTS
REASONS
Reporting steps
Documentation
CHAPTER NO 9.20
KEY POINTS
REASONS
Entries
Counting
Confirming stocks
Note:- After confirmation of Handing-over the stock is then in the sole responsibility of
the bartender and he will be answerable for any missing items or shortages.
CHAPTER NO 9.21
Breakfast,
Dinner
KEY POINTS
Lunch
REASONS
of
AI AI Package starts at
14H00 on the day of arrival
and ends at 12H00 on the
day of departure. During the
stay it starts at 11H00 am
till 23H00 pm.
Who are entitled the AI Guests cannot use their AI is solely entitled to
Package?
AI Package to offer other guests who bought this
guests.
package. Guest offering to
other guest will have to pay
at the public rate.
Billings
All guests on AI Package Control Purpose
should sign their bill to
acknowledge
their
consumption.
CHAPTER NO 9.22
KEY POINTS
REASONS