Food and Beverage Police Procedure

POLICIES &
PROCEDURES
POLICIES & PROCEDURES
Task : SAFETY AND ACCIDENT PREVENTION
POLICY
Prevent accidents and report all unsafe or potentially unsafe conditions immediately to the
Supervisor in Charge.
PROCEDURE
Employees are required to observe all safety rules and regulations on the job:
1) Be careful, alert, and aware of your surroundings. Always think safety!
2) If you are in doubt about the safe method of performing your work, consult with your
Supervisor before starting the job.
3) Report accident or injury that occurs on the job to your Manager or Supervisor
immediately. An injured employee must inform his Superior by phone or in person to
report on the outcome of his/her visit with the doctor.
4) Keep work areas clean. Put away any equipment or tools after using them and clean up
spills immediately.
5) Learn to lift and bend properly. Request for help if a load seems too heavy for you to
lift safely.
6) Do not run, horseplay, or engage in practical jokes while on the job.
7) Report unsafe conditions and practices such as wet or slippery floors, faulty equipment
and machinery to your Supervisor or Manager.
8) Obey all “No Smoking” signs in kitchens and other public areas.
9) In cases of fire, pick up the nearest phone and tell the operator where the fire is
located. Be sure to talk calmly and quietly. Then, pick-up the nearest fire extinguisher
and try to put the fire out, or control the fire until help arrives. Stay calms and help
those who need help.
Task : PERSONAL APPEARANCE & PROPER WORK CONDUCT
1) Report to work on time and in the proper uniform.
2) Check with your Supervisor before assuming duties.
3) Check the Bulletin Board and Schedules each day.
4) At the end of your shift, clean and prepare your station for the relieving shift. Do not
leave your shift until you have been relieved.
5) Be respectful to your Supervisors and Manager. They are trying to help you to do a
better job.
6) Personal calls are not accepted during working hours. Your Supervisor will take
important messages. Employees may make return calls on the public phone when not
on duty.
7) Report all accidents to the Supervisor immediately so that all unsafe conditions and
practices can be corrected and to complete information on file covering accidents with
guests.
8) Turn-in lost articles immediately to the place designated by your Supervisor so that
they can be returned to guests who make inquiries.
9) Do not chew gum or nibble on food while on duty.
10) Keep your locker clean.
11) Do not keep flammable materials, food or other perishable items, liquor, money,
valuables, or soiled clothing in your locker.
12) If you have a problem, see your Supervisor or the Manager.
13) Telephone well in advance of starting time if you are unable to report for duty, or are
running late.
Continued… Policies & Procedures on PERSONAL APPEARANCE & PROPER WORK

CONDUCT
14) Avoid talking in loud voices, clapping hands or snapping fingers to attract the attention
of another person when guests are present.
15) No whistling, humming, chewing, smoking or eating in public areas where guests can
see or hear you.
16) Please avoid slouching or leaning on furniture or against walls.
17) Please avoid walking with your hands in pocket.
18) Friends and members of your family are not allowed to visit premises unless permit from
manager
19) Do not discuss politics, religion, or scandals. Do not criticize guests or discuss any
controversial subject with guests. Do answer questions about the hotel, sightseeing, the
country, and any other subjects that will make their stay more enjoyable.
20) Do not gather in groups to discuss personal matters or business.
21) Do not spend too much time in conversation with the same person. Remember to treat
guests equally.
22) Do not use the first names of guests unless invited to do so.
23) Do not be argumentative with your co-workers specially while on duty.
24) Shoes should be clean, closed-toe, and polished daily.
25) Men's hair should be carefully trimmed and groomed.
26) Women's hair should be clean and carefully combed. If it is long, it should be pulled
back away from the face and securely fastened.
27) Nothing should be worn in the hair that is not part of the uniform.
Task : PROPER HYGIENE

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1) Take a daily shower or bath, and use deodorant.
2) Wash your hair as needed.
3) Brush your teeth at least twice a day and certainly before reporting for work.
4) Clip fingernails short.
5) Do not use nail polish.
6) Wear clean and pressed uniform.
7) Wash your hands often to prevent contaminating foods. Wash your hands during the
day particularly before going on duty and after using toilet facilities.
8) Avoid excessive makeup, cologne, and jewelry.
9) Cover all coughs and sneezes. Wash your hands after coughing and sneezing.
10) Handle ice properly. Use clean scoops or tongs to pick up ice.
11) Avoid touching food-contact surfaces of dishes, utensils, and so on. The food-contact
surface is the surface that will be touched by food or drink.
12) Handle glasses by the base, keeping fingers away from the top edge.
13) Handle plates by the bottom or edge.
14) Handle fork, knife and spoon by the handle.
15) Smoke and eat only in designated areas.
16) Do not chew gum or blow bubbles.
17) Keep hot foods hot, and cold food cold.
18) Keep your work area clean.

Continued… Policies & Procedures for PROPER HYGIENE
19) Do not use contaminated tableware.
20) Dispose of waste properly.
21) Keep insects and animals out of your restaurant.

Department : Food & Beverage

Task : FOOD PURCHASING, RECEIVING, STORING & ISSUING
POLICY OBJECTIVES
1) To obtain the best quality materials at the lowest price, in accordance with established
food quality standards for specifications for purchasing.
2) To provide clear quantity specifications to the Purchasing Department so that the

appropriate quantities will be purchased at the right time to meet the property's
requirements.
3) To set and maintain the proper food storage standards and procedures.
4) To observe the proper food issuing procedures.
5) To maintain accurate and clear records at all times of food requisitions, received, stored
and issued.

Task : FOOD QUALITY STANDARDS - SPECIFICATIONS FOR
PURCHASING
POLICY
To establish a means of maintaining consistency in the quality of food requested for purchase
and to provide written guidelines as to the acceptability of individual food products.
PROCEDURES
1) Food Quality Standards for Specifications for Purchasing is an explicit description of the
characteristic desired in a particular item. This Specification will describe the desired
quality of the item in terms of weight range or count, the size, the appearance and
other quality descriptions for the item to be purchased.
2) The Specification or Description will assist the Purchasing Department in finding the
right Supplier for the item, and for the Receiving Clerk in matching the items delivered
against the Specifications set by the Head Chef in their food requisition.
3) In areas where items matching the Specifications are not available, then these
Specifications should be used as a guideline and modified to adapt to local market
conditions on the availability of products.
4) The following should be considered in establishing Specifications:
a. Quality - the degree of quality desired must be relative to the intended use of
the item. That is, the appropriate quality must be stated in the food requisition.
b. Persons Responsible - The Specifications are to be agreed on by the

Owner/Operational Manager/Head Chef taking view of the local market
conditions.
5) The Owner/Operational Manager/Head Chef should periodically test product samples

obtained from different suppliers to compare these against the current products being
used by the property.

Task : FOOD QUANTITY STANDARDS - SPECIFICATIONS FOR
PURCHASING
POLICY
To establish guidelines for the control of quantities of food requested for purchase so that
quality can be maintained and excessive inventory levels avoided.
PROCEDURES
1) Perishable Food Items
 This category includes any food item in which the quality can be expected to
deteriorate after 2 to 3 days.
 These items should always be requested to be purchased to meet immediate

requirements. That is, sufficient quantities for 2 to 3 days supply.
 Amounts to be requested to be purchased should be ordered based on the following:
- Average Consumption Rates

- Stock on Hand
- Forecasted Restaurant Covers
- Advance Information on Forthcoming Events
 Note that prolonged storage of perishable items will increase the likelihood of quality
deterioration through spoilage, decreases the yield and consequently raises the real
cost of the usable product. Thus, the need to maintain consistent control over
inventory levels to prevent the purchase of unnecessary quantities.
2) Groceries
 The purchase of groceries and of other less perishable items for which demand is
fairly constant is handled in a different manner than for perishable goods.
Continued…Policies & Procedures for Food Quantity Standards - Specifications for
Purchasing
On Quantity Standards for Groceries…
 Since these food items can be stored for longer periods of time, the most effective method
of maintaining stocks is to establish maximum and minimum stock levels for each item used
by:
- Reviewing records of past consumption

- Determining quantities necessary to meet normal requirements
 A Maximum Level should be sufficient to ensure adequate supply for a pre-determined

period (i.e. 4 weeks supply).
 A Minimum Level, often the reorder level, is calculated based on:
- The Lead Time or the time from the date the order is placed and the date of
delivery, so that the necessary quantity is maintained until the arrival of the new
delivery.
- The Normal Rate of Usage
- The Frequency of Orders
 Maximum and Minimum Levels must be flexible and reviewed constantly and revised if
necessary, as soon as there is an indication of a change in either demand for the item, or
supply of the item, or other factors affecting lead time.
 In addition to considering the above, it is generally acceptable to add a 50% safety factor to
allow for increase in consumption levels of the item. The most accurate way to determine
the appropriate safety factor is however, to analyze past history and to identify peak
consumption.
 In addition to the above-mentioned factors to review when ordering grocery items, it is also
important to note any up-coming functions or banquets affecting the quantity and the
timing for the demand for any particular food item.
 Some exceptions to established stock levels could also be determined by such factors as
supplier discounts and set minimum orders, for instance:
- When the supplier maintains a minimum order policy and no other source is available.
- When it is determined that to take advantage of a quantity discount offer would more
than offset the additional inventory carrying costs and result in overall savings.

Task : RECORD KEEPING - OF FOOD SPECIFICATIONS IN
PURCHASE REQUISITIONS
POLICY
To ensure accurate records are kept of food items requisitioned as a check against items to be
delivered and for monitoring the cost of goods ordered.
PROCEDURES
1) Working closely with the Purchasing Department, it is essential for the proper
monitoring of the status of food requisitions and the checking of incoming deliveries that
a written record is available of the quantities of each item ordered and the prices agreed
upon with the suppliers.
2) See detailed Procedures on Purchase Orders in the Purchasing / Logistics Manual.


Task : FOOD RECEIVING
POLICY OBJECTIVES
Having established Standard Specifications for Food Purchasing, it is important that this is
followed up by thorough control at the Receiving Stage of the process.
Thus, every item received should be thoroughly checked for the following:
1) That the food quantity and quality is in accordance with the Specifications in the
approved requisition (see Section on Purchase Order in the Purchasing /
Logistics Manual), before these items are accepted.
2) That the invoice prices are consistent with the prices in the Purchase Order
before initialing and rubber-stamping the invoices to show acceptance into the
store.

Task : FOOD RECEIVING - INSPECTION OF FOOD DELIVERED
POLICY
To establish guidelines for the proper checking of food deliveries to ensure that all aspects of
goods received comply with the orders placed.
PROCEDURES
1) Through the use of the Quality & Quantity Standards on Specifications for Food
Purchase discussed in the previous Section, the Receiver should familiarize himself with
these characteristics when he inspects goods delivered.
2) When in any doubt as to the acceptability of any item, he should consult with the Chef
or his representative for advice.
3) All food deliveries must be thoroughly checked before accepting the food delivered and
signing the receipt for these goods.

Task : FOOD RECEIVING - RECORD KEEPING
POLICY
To establish a uniform procedure for the recording of invoices for food deliveries.
PROCEDURES
See detailed Procedures on Receiving and Processing of Goods in the Purchasing / Logistics
Manual.
A copy of the Purchase Order is provided to the Food & Beverage Department for the proper
monitoring of food orders and prices. These records should be properly maintained for
reference and for computation of food costs.

Task : FOOD STORING AND ISSUING
POLICY OBJECTIVES
1) To maximize the benefits gained from proper food requisitioning and receiving
techniques, by the maintenance of strict controls over the physical storage conditions of
food purchased.
2) To establish and maintain effective controls over food materials so that quantities
requisitioned represent actual consumption and inventory differences can be minimized.

Task : FOOD STORING AND ISSUING - PHYSICAL CONTROLS
POLICY
To provide guidelines for the maintenance of optimum food storage conditions in order to
minimize waste and maintain the quality of food purchased, so that when food is sent to the
kitchen for preparation, the food is still in the condition specified in the purchase request.
PROCEDURES
These procedures cover the proper handling of food storage for different food categories.
There are however, general principles that apply to all categories. These are the following:
1) All areas of storage must be kept clean, dry, well ventilated and well lit.
2) All food items must be properly rotated and issued on a first-come-first-out

basis. Ensure that new deliveries are stored behind existing stocks on the
shelves.
3) Perishable items must have the date of receipt marked on them.
4) The Storeroom must be maintained in an orderly manner, so that each item has
a standard location. Store heavier items close to the floor and keep higher
shelves for lighter items.
5) The Owner/Operational Manager/Head Chef should inspect the storage area

daily in order to ensure proper storage procedures and that storage facilities are
in excellent order. This way, items showing signs of deterioration can be
detected at an early stage and salvaged whenever possible.
Continued…Physical Controls in Food Storage & Issuing
CATEGORY A - FRESH PRODUCE (Fruits & Vegetables)
Fresh fruits and vegetables do not all have the same shelf life and storage requirements. The
following should be carefully noted:
1) Some items require completely dry storage while others keep better with a little
moisture. These requirements should be noted and followed where possible.
2) All produce items should be inspected at least once a day. Any item beginning to
deteriorate should be removed at the first indication of decay, otherwise the
deterioration will spread rapidly.
3) Avoid storing produce items in the direct blast of air from the refrigeration fan.
Although dry storage may be required, this tends to have a completely drying out or
dehydrating effect on many items.
4) Virtually all produce items are delicate and should be handled with care. Utilize
refrigeration space to the maximum. Open cases and spread the produce out on racks
whenever possible. Do not stack cases and keep all food items off the floor.
5) Keep the refrigerator dry and clean. Ensure that the temperature range specified is
properly monitored and adhered to. It is recommended that a regular check of each
refrigerator temperature be incorporated into the Maintenance Department's daily
routine.
CATEGORY B - FRESH MEATS
Aging - The process of aging is particularly important in the case of beef. The stiffening of
the muscles known as "rigor mortis" which takes place just after the slaughter of the animal,
has the effect of toughening the meat cooked during the first few days of the slaughter. After a
few days however, chemical substances known as enzymes within the body of the animal begin
to break down and relax the muscle fibers, causing a gradual increase in tenderness while at
the same time improving the flavor of the beef. This is the process called "aging".
Continued… Physical Controls in Food Storing and Issuing
Beef requires a certain amount of aging to achieve its peak in quality. The following are the
recommended periods for which the main cuts of meat of fresh beef should be aged:
1) Ribs should be aged a minimum of 4 weeks after the date of the kill.
2) Sirloin strips should be aged a minimum of 5 weeks after the date of the kill.
3) Top Butts should be aged a minimum of 5 weeks after the date of the kill.
4) Fillets of Beef may be aged up to 3 weeks.
5) Knuckles should be aged a minimum of 5 weeks after the date of the kill.
6) Top and Bottom Rounds should be aged 2 to 3 weeks after the date of the kill.
7) Meats used for grinding should be strictly fresh (not more than 1 week of aging)
and free of tainted taste and odor.
It is thus apparent from the above that it is necessary to clarify with the supplier how much
aging has already taken place at the time meat is delivered. Where possible, the aging of items
1 to 6 above should be done in vacuum packs to reduce weight loss and to preserve the
sanitary conditions of the meat.
Other types of fresh meat such as poultry, lamb, mutton, pork and veal should be purchased for
immediate use and not for prolonged storage.
Vacuum Packs - The storage life of meat can be considerably extended through the use of
vacuum packs. Drawing a vacuum within laminated sheets of plastic makes vacuum packs.
The pack will then be either sealed, or further tightened and shrunken through the use of heat
treatment. This additional shrinking brings the plastic into tighter contact with the surface of
the meat and is considered preferable for longer terms of storage.
For control purposes, the unit price per piece can be written on the plastic with a marking pen
indicating the date of receipt, and if necessary, the supplier's name as well.
CATEGORY C - FRESH FISH & SHELL FISH
1) Fresh fish are highly perishable and should be used within 48 hours of arrival.
2) Oysters and clams can be kept up to 1 week if properly stored on plenty of packed ice.
Continued… Physical Controls in Food Storing & Issuing
CATEGORY D - DAIRY PRODUCTS
1) Butter must be completely wrapped or covered to prevent rancidity. Butter will pick up
strong flavors from items such as onions or sharp cheese and should therefore be kept
as far as possible from such items. For prolonged storage, butter may be kept in the
freezer.
2) Milk and Cream will absorb strong flavors as well. These must be kept separate and
covered.
3) Cheese may never be kept at a temperature below freezing point. Soft cheese spoil
easily and should be stored for short periods only (i.e. Brie, Camembert, Cottage
Cheese, Bel Paese, Cream Cheese). Hard Cheese can be kept up to 3 months in the
proper storage conditions (i.e. Gouda, Cheddar, Parmesan, Provolone, Edam).
CATEGORY E - FRESH EGGS
1) Fresh eggs are porous and tend to absorb strong flavors.
2) There is an air cell inside the large end of the egg that if broken, will speed up the
deterioration process. For this reason, eggs should always be stored with the large end
upwards and moved around as little as possible.
3) There should always be adequate air circulation between the cases of eggs.
4) Eggs should be kept dry.
CATEGORY F - FROZEN GOODS
1) The recommended temperature for a freezer is 0 degree F (or 118 degree C) or lower.
2) If the freezer does not have an automatic defrosting system, there should be a regular
program for defrosting.
3) Place frozen deliveries directly to the freezer. Avoid delays.
4) Maximize air circulation in the freezer by using racks to keep food off the floor and away
from direct contacts with wall and ceilings.
Continued… Physical Controls in Food Storing and Issuing
Frozen Goods…
5) Arrange food in the freezer in an orderly manner so that they can be located quickly and
easily. Maintain standard locations for different types of food. Issue stocks on a first-in-
first-out basis, using the date of receipt marked on the item to ensure proper rotation.
6) All food in the freezer should be completely and tightly wrapped in vapor-proof material.
Identify wrapped food by marking the name clearly on the label or in the wrapper, but
being careful not to puncture the wrapping material.
7) Wrap food properly to minimize air or eliminate air contact with the food surface that
will cause deterioration, as shown with the meat taking on a white color indicating the
meat drying out.
8) To thaw, remove meat from the freezer and transfer to the refrigerator. Allow 24 hours
in the refrigerator before using for preparation. Food should not be thawed at room
temperature of by placing in warm water. Thawed food should never be refrozen and
meat that has thawed should be used as soon as possible.
CATEGORY G - DRY GOODS
1) The storeroom should be arranged so that each item has its standard location.
2) If there is sufficient space, all individual units should be removed from their cases in
which they were delivered and stored in shelves.
3) All food should be raised off the floor to allow circulation of air and to facilitate cleaning.

Task : FOOD STORING AND ISSUING - STOREROOM CONTROLS
POLICY
To establish an efficient system of storeroom control.
PROCEDURES
1) Marking of Unit Cost Price
Each item entering the storeroom should be clearly stamped or marked with the actual
unit price taken from the invoice. This process will assist in the taking of inventories
and costing out of requisitions.
2) Key Control
a) Only 1 set of keys to the storeroom and other food storage areas should be kept for
circulation. One other set should be kept with Owner/Operational Manager/Head Chef
to be used in an emergency.
b) The 1 set of circulating keys must be kept in a sealed envelope at the Cashier area when
the storeroom is closed.
c) A logbook is to be maintained at the Cashier to record the signing in and out of keys.
d) The locks on the storeroom doors should be changed regularly for increased security.

Task : FOOD STORING AND ISSUING - ISSUING PROCEDURES
POLICY
To establish a standard procedure for requisitioning and issuing items from the food storeroom.
PROCEDURES
1) Standard requisitioning procedures are to be followed in requisitioning food items from

the storeroom.
2) An authorized person must approve the requisition and only those approved requests
should be processed.
3) The storeroom requisition must indicate the date, the item(s) and quantity.
4) When issuing food merchandise, the Storeroom Clerk should price the requisition at its
cost price. This price can be taken directly from the container or packaging in which the
item was stored. Any differences in quantity requested and quantity issued, or the unit
requested and the unit issued should be noted.
5) Any item requisitioned but not available, will be crossed off the requisition by the
Storeroom Clerk, and "out" written on the "issued" column of the requisition.
6) The issuing of food items should always be on a first-in-first-out basis.
7) The Storeroom Clerk should sign his name at the bottom of the requisition upon
completion of the request.

Task : BEVERAGE PURCHASING
POLICY OBJECTIVES
To establish standard procedures for the control of quantities and brands of beverages
requested to be purchased and stocked in the property.
Note: All Beverages are received, stored and issued by the Purchasing Department (See
Purchasing /Logistics Manual for these procedures).

Task : BEVERAGE PURCHASING
POLICY
To establish standard procedures for the requisition of beverage purchases.
PROCEDURES
A. Determining Quantities to Order
1) The Storekeeper will determine the quantity of each beverage necessary to be ordered
based on established maximum / minimum stock levels after a physical review of stocks
on hand.
2) Maximum and Minimum Stock Levels are used to keep control over the quantities of
beverages kept in the stock. The system of ordering will prevent running out of
particular items and also help control the quantities requisitioned and purchased in order
to ensure that excessive quantities are not ordered.
3) Minimum stock levels are in effect merely the reorder levels taking in mind the lead time
for orders vis-à-vis the projected level of consumption. Maximum stock levels limits the
number of bottles ordered so that inventory levels do not become excessive. In
summary, the following determines Maximum / Minimum Stock Levels:
i) Normal consumption of each brand, plus a safety factor to allow for any unusually
high demand (often set at a 50% safety factor).
ii) Lead Time - the time between when an order is placed and the time of delivery.
iii) Schedule of Beverage Ordering if such a schedule is in place.

Continued… Policies & Procedures on Beverage Purchasing
B. Standard Beverage List
In addition to providing a basis for determining the quantity to request to be purchased, it is

essential to standardize the brands and bottle sizes to be stocked. The Standard Beverage
list is in effect a Beverage Specification for Purchasing.
1) Local demand and the type of clientele will dictate the selection of beverages to be
stocked. To prevent unnecessary duplication of beverages and to ensure adequate
selection and consistent brands and bottle sizes, a Standard Beverage List should be
established.
2) The list should indicate the brands of beverages that are to make up the basic stock to
be kept in the storerooms. Once established, this list should be adhered to as much as
possible.
3) The list should stipulate the size of the bottle to be kept in stock.
4) Most beverage items can be easily standardized by the use of the brand name. For
example, listing items such as Drambuie, Beefeaters, Benedictine leaves no doubt as to
the correct item to be purchased. However, there are a number of beverages where a
general type listing leaves a number of options as to the brand name of the type of
liquor to be purchased. For example, Cherry Brandy, Crème de Menthe. In such cases,
it is recommended that a certain brand or choice of 2 brands be clearly indicated for
standardization.
5) The above means that in the liqueur section of the beverages requisition, a particular
brand will always be purchased, unless otherwise indicated. This will be of assistance in
preventing a situation where there is a number of different brands of the same liqueur
in stock, with money being tied up in slow moving or obsolete beverages.
6) The established Standard List of Beverages should be the basis for setting up all
beverage control records so that both physical sequence in beverage storeroom and
inventory and other records are all laid out in the same orderly manner.
RESTAURANT FOOD SERVICE POLICIES & PROCEDURES
SUBJECT : RESTAURANT & STAFF APPEARANCE
RESTAURANT APPEARANCE
The appearance of the Restaurant is very important. It is the guests' first impression while he is
being led into the Restaurant and is being seated.
The following items should be checked daily:
 Floor
 Furniture (damages, chipped, etc.)
 Lights (ceiling, lamps) burned out
 Table Setting
 Overall Cleanliness
 Spotless Flatware, Silverware, Glasses, etc.
 Window Cleaning
 Side Station (cleanliness and in good condition)
 Room Temperature
 Dust on Side Tables and Lamps
 Fans rotation should be equal
 Standard music and volume control
STAFF UNIFORMS AND APPEARANCE
The staff's appearance is a direct reflection of the Restaurant. A well- groomed appearance
promotes a good first impression and a pleasant atmosphere for our guests:
 Clean Pressed Uniform

 Clean Black Shoes
 Pen and Pad
 Clean Shaven as Applicable
 Hair Pulled Back and Off the Shoulder
 Name tag
 Smile
RESTAURANT FOOD SERVICE POLICIES & PROCEDURES
SUBJECT : RESTAURANT RESERVATIONS
POLICY
Employees answering the telephone must speak pleasantly and pronounce words clearly. They
must also be polite and helpful.
PROCEDURE
1) Answer the telephone by saying: "Good Morning, (the name of the Restaurant), May I
help you?
2) Listen to the guest's query and/or request.
3) If he/she would like to make a reservation for a meal, then do the following:
a) Ask: "May I have your name and room number Sir/Madam?"
b) Enter the name into your Reservation Book.
c) Find out how many persons are in the party by asking: "May I know how many persons
the reservation is for?" Write down the size of the party.
d) Find out the time that the guest would like to dine: "Sir, for what time would you like
the reservation to be for?"
e) If a guest is not staying in our hotel, ask and enter the information in the column
"Remarks" in your Reservation Book. "At which hotel are you staying at Mr. Jones?"
Then enter the information in the same Remarks column.
f) Ask for the contact number of the person if he is not a guest in the hotel: "May I have
your telephone number Sir/Madam?"
FOOD SERVICE POLICIES & PROCEDURES
Task : ASSIGNING FLOOR STATIONS TO TEAM MEMBERS
POLICY
The Headwaiter will establish a station system for employees in which the assignment of tables
and workload are equally divided, and consideration given to the distance between the stations
and the kitchen.
PROCEDURE
1) Restaurants should be divided into stations that have equal seating capacities. Each station
and table should be given a number.
2) A team of employees is assigned to a particular station.
3) Station assignments are rotated regularly.
4) Waiters and waitresses must ensure that all equipment and materials are kept clean and
neat.
5) Post assignments on the Restaurant Bulletin Board located in the service area.
Task : PRE-MEAL BRIEFING
POLICY
The Headwaiter will brief his staff twenty (20) minutes before the opening of the Restaurant to
the public, the start of a function, a change of shift, or the beginning of a special service.
PROCEDURES
1) The Headwaiter obtains information from the kitchen or other departments.
2) The Headwaiter assembles his staff at a location away from guests and other employees.
3) The briefing should not exceed 10 minutes.
4) The Headwaiter inspects the appearance of his staff: shoes, trousers, jackets, shirts,
haircut, hand, fingernails, and in a tactful manner try to detect any smell of strong
perfume, body odor, or a combination of both.
5) If anything is not correct, the Headwaiter has the authority to send the person home and
count the day as an absence.
Task : RECEIVING GUESTS
POLICY
Always be friendly and polite when receiving guests to the Restaurant.
PROCEDURE
1) Greet guests with a smile and a polite greeting.
2) Use guests' names whenever possible.
3) Seat repeat guests at their favorite table whenever possible.

Task : GREETING GUESTS AT THE RESTAURANT ENTRANCE
POLICY:
Welcome and greet guests in a warm professional manner.
PROCEDURE
1) If the Receptionist is not available, the Supervisor or Manager must greet guests.
2) If the guest does not have a reservation, the Receptionist must check the availability of
seating and avoid overbooking.
3) If the Restaurant is fully booked, tell walk-in-guests how long they may have to wait, and
where they could wait.
Task : SEATING THE GUEST & PRESENTING THE MENU
POLICY
Follow the basic rules of seating guests upon arrival at your station.
PROCEDURE
1) Welcome and escort guests to a clean, set table.
2) Waiters greet guests and assist in seating them.
3) Pull out and push in chairs to seat the guests.
4) After seating them, present a drink list and a menu to each guest. Inform the guests of
items on the menu specially the day's special.
5) When seating three (3) persons at table that is designed for four, remove the fourth cover
once the guests are seated, and return it to the service station.
Task : CLEAN MENUS
POLICY
Do not use dirty and/or old, worn out menus.
PROCEDURES
1) The waiter checks menus and beverage lists daily to ensure they are clean.
2) Additional menus and beverage lists can be requested from the Office.
3) Old and dirty menus must be returned to the Office.

Task : TAKING FOOD ORDERS
POLICY
Waiter/Waitress takes the guest's food order after the guest has been served a beverage, or
whenever the guest indicates his/her readiness.
PROCEDURES
1) After the Waiter/Waitress has served beverages, he/she takes the guests' food orders,
starting with the ladies.
2) The order-taker should use suggestive selling techniques.
3) The Waiter/Waitress records the order, and uses the appropriate menu codes, table
number, seating number, number of guests, date, and server name for reference.
4) The Waiter/Waitress pays special attention to requests such as: no sauce or sauce on the
side, rare, well done, without garlic, etc.
5) The Waiter/Waitress repeats the food order to the guest in the same order in which it was
taken.
6) Retrieve the menus after you have repeated the guest order.
7) Return the menu to the station and then give the food order to the kitchen.
TASK : PRODUCT SALES TECHNIQUES
1) BE POSITIVE : Show confidence in the product
2) OFFER CHOICES : It is more difficult for the guest to say no if you phrase
the offer as “Would you like the Caesar Salad or maybe
the Soup of the Day to start with ?"
3) BE DESCRIPTIVE : Detail knowledge of preparation methods and ingredients

will help greatly to create guest interest in the product
4) BE HONEST : Take the responsibility to ask and learn the ingredients

and preparation methods
5) BE A SALES PERSON : But don’t be pushy because your credibility for further
suggestions will suffer
6) Don’t ask “IF” ask “WHICH”
“SUGGESTIVE SELLING”
1) PREPARATION METHOD Know how food is prepared. If you do not know, the
guest’s impression of you as the sales person of the restaurant, will not be good.
2) INGREDIENTS Know what ingredients are used in the different menu

items.
3) PREPARATION TIME Know preparation time for all menu items. Always increase
waiting time when too many orders are ahead. Certain dishes take longer than others,
explain this to the guest in advance specially if he seems to be in a rush, as this shows
concern for the guest and his needs.
4) FOOD QUANTITY Know the approximate amount of food in each item. It will
help you in describing the food to your guest.
5) FOOD QUALITY Generally, be able to recognize food items. You are

responsible for what you serve. Never accept anything from the kitchen that you feel is
below quality. There is a saying, “Don’t serve what you yourself would not eat.”
Continued…. Policies & Procedures for Product Sales Techniques
6) RECOGNIZE QUALITY Through attractiveness, color, form, appropriate size of

item, and garnish.
7) ACCOMPANIMENTS Know what is to be served with each item.
8) SHORTAGES Monitor and be aware of food that my run out. Availability of food
items will be discussed during daily briefing.
Task : PLACING & SERVING THE ORDER
POLICY
Deliver the best possible service.
PROCEDURES
1) After giving service orders to the kitchen, the Bus Boy/Girl should pre-check the copy of the
Captain's Order.
2) Adjust table cutlery according to the guest order.
3) After additional cutlery has been setup or changed by the Bus Boy/Girl and the table has
been re-checked, the Bus Boy/Girl should call-out the food through the Chef-in-Charge
when the waiter/waitress wants the food from the kitchen.
4) After the food has been prepared, the service employee transfers the food plate with a plate
cover onto a serving tray, and takes it immediately to the dining room.
5) Serve food to ladies first, from their right side with your right hand.
6) When serving the food, place the featured item so that it faces the guest.
7) If the plate is hot, inform the guest.
8) After food has been served say: “ Enjoy your ____ (breakfast, lunch, dinner) Sir/Madam or
name of the guest. “
Task : BASIC RULES OF CARRYING FOOD & BEVERAGE

__________________________________________________________________________
POLICY
1) Balance the food and beverage tray correctly and carefully.

2) Use caution when opening doors, and when walking through the dining room with the tray.
3) Do not overload the tray.
BASIC RULES
1) Carry food on an oval food tray.

2) Properly place and balance food items according to their size.
3) Cover hot and cold food.
4) Use a cocktail tray to carry items such as juice, side-orders, etc.
5) Provide quick service.
Task : MONITORING TABLES TO ANTICIPATE GUESTS' NEEDS
POLICY
1) Check tables for additional requirements within 3 minutes after serving food.
2) Maintain eye contact, smile, and ask brief questions.
3) Anticipate guests' needs.
PROCEDURES
1) Return to tables within 3 minutes after serving food to ensure that guests are satisfied with
the food and service and that their orders are complete, if they wish for any special
condiments not already at the table (i.e. catsup, mustard, etc.).
2) Refill water or wine and/or offer to take another beverage order.
3) Know when not to interrupt guests (i.e. business meetings, arguments, romantic meals,
etc.).
4) Check tables for:
a. Plates pushed aside, remove

b. Guests not eatingask if they need anything or if there is anything wrong with the
food
c. Glasses that need to be refilled
d. Ashtrays with more than one cigarette butt in themreplace with a clean ashtray
e. Debris on the table like discarded sugar packets, straws, lemon wedges, etc. and
remove from table
5) Resolve any dissatisfaction immediately.

Task : DESSERT/COFFEE/TEA PRESENTATION AND SERVICE
POLICY
After guests complete a lunch or dinner main course, the Waiter/Waitress should offer dessert
and/or coffee or tea.
PROCEDURES
1) The Waiter/Waitress should recommend dessert when guests complete their lunch or
dinner.
2) They should also ask guests if they would like coffee or tea.
3) The Waiter/Waitress records the order using the established menu codes for dessert, and
follows the order-placing procedures.
4) From the right side and with the right hand, serve the ladies first. Place main items on the
table so that they face guests.
5) Prepare coffee/tea cup, creamer, sugar, and lemon if requested.
6) Ensure coffee and tea condiments are available on the table.

Task : SETTLING THE GUEST CHECK
POLICY
1) Verify that the guest wishes to settle the bill by asking: “ Would you like your check now
Sir?"
2) Present the check with a pen and a check folder or a check tray.
3) Inform the guest if gratuity is included, and the amount of the check.
4) Keep the check and check folder clean and dry (no stains, no spills, no sloppy writing).
PROCEDURES
1) Upon the guest's request, the Waiter/Waitress goes to the Cashier Station and requests a
bill for the particular table number.
2) The Cashier summarizes the bill and gives it to the Waiter/Waitress.
3) Verify the items printed on the check before taking the check to the guest.
4) If you aren't sure about a meal item, ask a colleague to double check.
5) Present the check to the guest in the appropriate check folder, with a pen.
6) If you present the check without a folder, then you must present the check facing
downward.
7) The Waiter/Waitress presents the check and asks: “Here is your check Sir. How would you
like to settle the check?"
8) If the guest pays with cash, look at the summary total of the guest check. Verify that the
money is sufficient to cover payment (count the money in front of the guest).
9) If not, inform the guest right way. Unfold all bank notes. If the guest settles the bill by
signing, check that the room number is correct.
Continued…Policies & Procedures for Settling the Guest Check
10) Take the money, check, and folder to the Cashier Station. Give the bill and money to the
Cashier.
11) At the Cashier Station, check that the correct amount of money is provided to return to the
guest.
12) Place everything on the guest table with the remark: “Here is your change Sir. It was
pleasure serving you."
13) Leave the check folder on the table until guest leaves.
14) When bill is settled by credit card, check the credit card for a signature.
15) Take the bill and credit card to the Cashier. The Cashier will print the bill.
16) Take the credit bill with the guest's bill in the check folder to the guest. Wait for the guest
to sign the check. Take it back to the Cashier. Check the signature, and return a copy
of the credit bill with the credit card in the check folder to the guest.
TASK : FINANCIAL RESPONSIBILITIES
COMPLIMENTS
A Compliment is an item that is not paid for that was given away for promotional reasons. A
Manager must approve and sign the compliment and state the reason or it will not be valid.
END OF SHIFT
After finishing your side work and you are ready to leave the floor, ask a Manager to run your
server financial report. This is the time you will transfer any tables to the next shift's staff.
CASH
Pick up all checks promptly from the customer when they are ready to pay. The Cashier will
close the check and given change, if any. Return to the guest immediately with the change.
Never assume you will get a tip.
GIFT OR VOUCHER
If presented with a Voucher, contact a Manager for instructions.
MANUAL PROCEDURES
1) In the event that we experience power failure or computer problems, we will go to the
manual processing of checks.
2) Don’t Panic. We use a complete manual system which will allow us to function
thoroughly, without micros or credit card machines.
3) Manual Kit – The Managers will retrieve the manual kit which include the following
materials prepared at the Cashier:
Manual Checks
Manual credit card vouchers and swipe machines
Continued…Policies & Procedures on Financial Responsibilities
THINGS TO REMEMBER
1) All completed checks with cash tender must be brought to the Cashier immediately.
2) You are responsible for the total amount on the check ensuring that that the amount is
correct.
3) You are responsible for every check issued to you and must return any unused checks to
the Cashier.
4) Indicate table number and time (If applicable all tickets submitted to the kitchen or bar).
5) If you have any partially rung checks, continue order on a manual check – then staple
partial check to the back of a manual check.
6) Using correct abbreviations at this point is a must. Improper abbreviations will cause
unneeded complications for the kitchen and at the service bar.
7) When the system comes back up, remember to use “NO MAKE” key so as not to double
orders. The printed receipt must be stapled to the applicable hard copy check, after
ringing it into the system.
POLICIES & PROCEDURES FOR HANDLING CHINA, GLASSWARE, FLATWARE &
LINEN
Task : HANDLING CHINA
POLICY
The Waiter/Waitress and Bus Boy/Bus Girl should be able to carry a stack of plates/dishes into
the restaurant in the correct manner, while avoiding placing fingers on the inner rim of crockery
pieces. They should also avoid having the dishes soil clothing.
PROCEDURES
1) Place the thumb on the edge of the plates.
2) Place the ring finger and little finger under the rim of the bottom plate.
3) Secure the middle plates with the index and middle fingers.
4) Carry the stack of dishes in front of you. Do not allow the plates to have contact with your
clothing or rest in your arms.
5) This procedure is not to be used to place plates on a guest’s table.

LINEN
Task : PLACING A PLATE ON A TABLE
POLICY
Plates containing food are placed in front of a guest with the fingers not getting into the food or
leaving marks within the plate rim.
PROCEDURES
1) Hold the plate securely in the palm of the right hand, fingers underneath the plate.
2) Place the thumb along the edge of the plate, not within the rim.
3) Plates placed in the center of the cover are served with the left hand, from the guest’s left.
4) Standing to the left of the guest, bring the plate to the left side of the cover. If the right
hand is empty, place your hand in the small of your back in an ‘L’ angle form. If the
right hand is holding other plates, hold the hand carrying plates outwards and back
(away from guests).
5) Announce that you are placing the dish so that the guest does not make a sudden move
that may collide with the plate.
6) With the plate held securely and balanced properly, place the plate gently in front of the
guest. Do not bang the plate loudly on the table.
7) Place the plate from the left side, moving it inwards and down.
LINEN
Task : HANDLING GLASSWARE
POLICY
1) Glassware will be handled safely and hygienically.
2) Breakage should be avoided and kept to a minimum.
3) All glassware will be spotless and sparkling.
PROCEDURES
1) Never handle glassware by the rim, always by the base.
2) Check for chipped and cracked glassware. Discard immediately into the breakage bin.
3) When Polishing Glassware :
a) Hold the glass towel with the left hand.

b) Place the glass on a cloth.
c) Pull the edge of the cloth over the top and insert it into the glass.
d) Hold the glass securely (not too tight).
e) Turn the top of the glass counter-clockwise.
f) Continue until the glass is polished.
g) Check the glass for lint, finger marks, lipstick stains, water spot and food.
h) Return glasses with leftover food and lipstick stains for washing.
i) Use a clean sanitized cloth for washing.
LINEN
Task : POLISHING GLASSWARE
POLICY
The Waiter/Waitress and the Bus Boy/Bus Girl should be able to polish glassware with minimal
contact between the fingers and the glass. Glassware should be spotless and in excellent
condition.
PROCEDURES
1) Place the designated cloth or napkin in your left hand.
2) Place glassware on the cloth.
3) Pull the edge of the polishing cloth over the top and insert into the glass.
4) Hold glass securely.
5) Turn the top of the glass counter clockwise, and the bottom clockwise.
6) Continue until glass is polished.
7) Use a clean, sanitized cloth for polishing.
8) Grasp the glass by the stem or lower mid-section of straight glasses. Do not hold glassware
by the rim.
9) Check for chipped and cracked glassware. Discard immediately.

LINEN
Task : HANDLING FLATWARE
POLICY
Flatware placed on a table should be clean and in excellent condition.
PROCEDURES
1) If the flatware has water spots or fingerprint smudges, wipe it with a clean, soft cloth.
2) If the flatware is dirty (i.e., leftover food), return it to the dishwasher for washing.
3) If the flatware is bent or damaged, remove immediately and bring it to Management’s

attention.
4) Do not handle the surface of the flatware that contains food. When placing flatware on a
table, hold flatware on the side of the handle. Carry with thumb and index finger.
5) Clean flatware is carried to a table on a dinner plate or cocktail tray lined with a clean
napkin.
Removing or replacing flatware on a cover:
1) If the flatware is brought to the table with a food course, it accompanies the plate as a unit.
2) If additional flatware is required on a cover, it is brought to the table on a plate or in a

folded napkin.
3) “Used” silverware is removed with the plate when the course served has been eaten.
4) During service, place or remove flatware from the table, using your right hand.
LINEN
Task : POLISHING FLATWARE
POLICY
Flatware will be spotless and in excellent condition.
PROCEDURES
1) Place the designated cloth in your left hand.
2) Get a handful of flatware and place on the cloth.
3) Using the loose edge of the cloth, polish the flatware, one at a time ensuring no smudges
on the surface of the flatware.
LINEN
Task : CLEARING OF SOILED PLATES
POLICY
Clear plates properly and promptly between courses to make room for the next course.
PROCEDURES
1) Remove the guest's soiled plates upon completion of a course.
2) The Staff will remove soiled plates from the right side using their right hands.
3) Staff will transfer the first plate to the left hand and use it as a base for clearing additional
plates.
4) Additional plates should be stacked on top of the others, garbage scrapped into the lower
plate, and flatware crisscrossed on the plate stack.
5) Never stack chinaware, glassware, or any tabletop items on top of the other on the guest's
table.
6) All small items like butter plates, cups, and saucers, etc. are to be collected with a service
tray.
7) Return soiled plates, glass and flatware to a service station.
8) Stack a maximum of four (4) plates only.
9) Arrange your soiled items properly: plate to plate, cup to cup and so on.
10) Collect garbage on one plate.
11) All dirty plates go to stewarding area.
12) Arrange all wares according to the dish decoy system. Put glasses into the proper basket,
put garbage into the garbage can.
LINEN
Task : DIRTY LINEN
POLICY
1) Shake and sort all linen before sending it to the laundry.
2) Do not leave dirty linen in workstations between shifts.
PROCEDURES
1) Collect all linen and place in one area.
2) Shake-out linen to remove debris and flatware.
3) Separate napkins from tablecloths by color and size, and then bundle each load.
4) Count all the linen according the types
5) Deliver soiled linen in the linen trolley to the laundry.

LINEN
Task : RESETTING TABLES
POLICY
The Bus Boy/Girl and Waiter/Waitress will reset the table according to tabletop specifications
after guests finish their meal.
PROCEDURES
1) If the tablecloth is soiled, remove it and place it in the area designated for dirty linen.
2) Get a clean cloth from the linen compound, unfold it and lay the cloth over the table.
3) Check that the overhang of the tablecloth is equal on all sides, and the crease is centered.
4) Position the chairs neatly and make sure they do not press against the tablecloth.
5) Use a clean place mat if a tablecloth is not to be used.

BEVERAGE SERVICE POLICIES & PROCEDURES
Task : TAKING AND SERVING BEVERAGE ORDERS
POLICY
After presenting the menu and drink list, the Waiter will take the beverage order using a
beverage captain order.
PROCEDURES
1) After the guest is seated comfortably, the Waiter/Waitress stands to the right of the guest
and offers to take the guest's beverage order.
2) The Waiter/Waitress will start with the ladies' order when there are ladies in the party.
3) Write down the drink order on the beverage captain order using established menu codes
only.
4) Pay attention to specific requests.
5) Beverage orders should not be repeated, but remember to write and speak (repeat) the
order at the same time you write out a captain order.
6) Beverages order following the seating number
7) After taking the beverage order, the Waiter/Waitress goes to Cashier Counter, and gives
one copy to the Cashier, and then goes to the bar and gives one copy to the Bartender.
8) When taking a beverage in the bar, the Waiter/Waitress must double-check the order for
quality and quantity.
9) The Waiter/Waitress then picks-up the beverage and puts it on a cocktail tray.
10) Put tall drinks in the center, along with a coaster for the glass and bottle. The coaster is
used for all beverages that are served in un-stemmed glasses, except when serving
beverages around the pool.
11) Remember which guest ordered what drink and avoid asking the guest what kind of drink
he/she has ordered.
Task : BARTENDER TAKING A BEVERAGE ORDER AT THE BAR
POLICY
1) Employee should be polite and efficient.
2) Employee must follow procedures.
3) Employee must remember the guests' preference and frequent orders.
PROCEDURES
1) Politely greet guests.
2) Place a cocktail napkin on the bar counter in front of the guest, and ensure that the “Logo”
on the cocktail napkin is facing the guest.
3) Memorize the order.
4) Thank the guest for the order.
5) Proceed to prepare the drink.
6) Give the order to the cashier using a captain's order.

Task : PREPARING COCKTAILS
POLICY
1) Always prepare cocktails in view of customers.
2) The Bartender should work efficiently and quietly.
PROCEDURES
1) Chill a cocktail glass.
2) Put ice in a shaker.
3) Add all necessary ingredients and liquor for the cocktail.
4) Shake the cocktail and pour (through strainer) into the glass.
5) Garnish or decorate the cocktail.
6) Place the cocktail in front of the guest.

Task : PICKING-UP COCKTAILS FROM THE BARTENDER
POLICY
Employees should be efficient and should follow procedures.
PROCEDURE
1) The server receives the drink from the Bartender.
2) If no garnish yet, he adds the appropriate garnish.
3) Places the drinks on a tray without any spillage.
4) Do not hold the drinks by the rim. Hold drinks only by the stem on the lower part of the
glass.
5) Do not forget cocktail napkins, stirrers and straws as required by the order.
Task : SERVING BEVERAGES
POLICY
Serve beverages with appropriate garnishes using proper service procedures.
PROCEDURES
1) Use a cocktail tray to serve beverages.
2) Garnish the drink immediately after the Bartender prepares the drink.
a. Know which garnish accompanies each beverage.
b. Use only fresh, attractive fruit and vegetable garnishes.
c. Use appropriate straws, swizzle sticks and other decorations on beverages.
3) Balance the beverage on the tray:

a. Place tall, heavy or awkward glassware toward the center.
b. Distribute the weight evenly, towards your body.
4) Carry the cocktail tray in your left hand using the “waist high” method.
5) Serve beverage with your right hand, from the right.
6) Place beverages on a coaster (for un-stemmed glass).
7) Do not bend body to place beverage on table. Rather, get close enough to the table's edge
so that the glass may be placed on the table by extending your arm.
8) Carry the beverage tray in your left hand while serving. The tray is held with your left arm
extended towards the back away from the guest. Make sure the tray is held securely.
9) To serve drinks, walk around the table clockwise, right to left. Serve the ladies first.
10) Pour bottle drinks (wine, beer, mineral water) into the glass in front of the guest. Do not
touch the rim of the glass with the bottle top.
11) Declare each beverage as it is served. This will prevent any mix-up with the order.
12) Always hold the glass by the base, never by the rim.
Task : OPENING A BOTTLE OF WINE
POLICY
1) Do not make a popping noise when pulling the cork from the bottle.
2) Never place the wine bottle on the table while opening.
3) The corkscrew should be placed in the cork at an angle. It will straighten during screwing.
PROCEDURES
Presenting the Bottle of Wine
1) Check that the label and vintage of the bottle is correct before presenting bottle.
2) Present the bottle to the host for approval.
3) Position the wine bucket to the right of the guest.
Opening the Bottle of Wine
1) To open the bottle of wine:

a. Red wineplace the bottle on the table.
b. White wine and rose wineplace the bottle in an ice bucket.
c. Hold the bottle in one hand.
2) Remove the foil after cutting under the second lip at the neck of the bottle.
Make sure the cut is even. Put the foil in your pocket.
3) Wipe the lip and top of the bottle with a service towel.
4) Insert the corkscrew into the center of the cork and turn clockwise, pushing gently.
5) Anchor the lever on the rim of the bottle and make sure the bottle is on a firm base.
6) Cover the anchor lever with one hand.
7) Turn the corkscrew, not the bottle. Use your other hand to pull the lever, pulling the cork
up. Smell the cork. If there is any odd smell, bring another bottle at once. Present the
cork to the host.
8) Wipe the inner lip of the bottle with a clean cloth before serving the wine.
Task : SERVING A BOTTLE OF WINE
POLICY
1) The Host is served a small amount to taste and approve.

2) Ladies are served first, and the host last.
3) Do not drip wine on the table when pouring.
4) Fill glasses 2/3 full for white wine / rose wine, and half-full for red wine.
5) Extra white wine and rose is stored in a wine bucket near the host.
6) Extra red wine is placed on the table above the host’s wine glass.
PROCEDURES
1) Hold the bottle so the label faces the guest.

2) Pour a small amount into the host’s glass for tasting and approval.
3) Pour the wine for ladies first, and the host last.
4) Fill each wine glass 2/3 full (6 oz) for white wine and rose wine. And half-full for red wine.
5) Slightly twist the bottle after pouring to prevent drips. Use a linen napkin for drips.
6) Place red wine on the table near the host.
7) Place white wine or rose in an iced wine bucket next to the host.
Task : OPENING BOTTLES OF CHAMPAGNE OR SPARKLING WINE

_____________________________________________________________________________
POLICY
1) Point the bottle away from the guests before attempting to open the bottle.
2) Ensure the bottle does not make a popping sound when you open it.
3) Present the cork to the host for approval.
PROCEDURES
Presenting Unopened Wine/Champagne Bottle for Approval
1) Make sure the label and vintage are correct.

2) With the label facing upwards, present the bottle to the host of the table for his approval.
3) Ask for the host's approval before you start to open the wine.
4) Position the wine bucket to the right of guests with label facing to the host
Opening Champagne and Sparkling Wine

1) Keep the bottle in an ice bucket until ready to open.
2) Remove enough foil to expose the wire wrap at the top of the bottle. Place the foil in your
pocket.
3) Place your left thumb over the cork, and your left hand around the neck of the bottle.
4) Point the bottle away from guests.
5) Remove the wire guard with your right hand and leave your thumb on the cork.
6) Cover the cork with a napkin.
7) Holding bottle 45 degree to avoid pop sound from the bottle, turn the bottle slowly, and
allow the cork to come out.
8) Present the cork to the host for approval before serving the champagne.
Task : SERVING CHAMPAGNE OR SPARKLING WINE
POLICY
1) Pour the host a small amount to taste.

2) After the host approves the wine, serve the ladies first, and the host last.
3) Do not allow champagne or sparkling wine to drip onto the table when pouring.
4) Do not allow the bottle to touch the rim of the wine or champagne glasses when pouring.
5) Fill glasses ½ inch from the rim.
6) Store extra champagne or sparkling wine in a wine bucket filled with ice.
PROCEDURES
1) Hold the bottle so the label faces the guest.

2) Pour a small amount into the host’s glass for tasting and approval.
3) Fill ladies' glasses first and the host last.
4) Avoid spillage.
5) Fill each champagne glass to ½ inch from the rim.
6) Slightly twist the bottle after each pouring to avoid drips, and use a linen napkin to catch
drips.
7) Place the bottle in a bucket after serving guests.
REMEMBER
 Champagne may be served throughout the meal.

 Handle corked bottles gently to prevent increasing the internal pressure.
 Always tilt the bottle at a 45-degree angle for safety.
 Serve champagne well chilled.
Task : WINE KNOWLEDGE
POLICY
1) All Food & Beverage Service Staff will have at least a basic knowledge of how wine is made
and where it comes from.
2) They will be able to recommend a wine that will complement any food the guest has
ordered.
3) They will be familiar with the wine list.
PROCEDURES
1) Learn wine terminology and descriptive words.
2) Learn how to pronounce the names of wines on the wine list.
3) Learn which before or after dinner liquor is the best choice.
4) Learn the wine list and the basic characteristics of each wine on the list.
5) Attend lectures and wine tasting.

Task : GIVING THE LAST CALL
POLICY
1) Be polite.
2) Observe hotel policies.
3) Use discretion regarding latecomers.
PROCEDURES
The last call will be given to customers in accordance with the bar policy. Discretion will be used
based on the volume of business.
1) Approach the table.
2) Politely inform guests that we are now taking orders for the last call.
3) If the guest orders another drink:
 Order the drink

 Close the check
 Serve the cocktail
 Present the check to the customer with the check holder
 Collect payment
4) If the guest does not order a drink, present the check to the guest for payment or
signature.
5) If the guest comes in after last call and business is slow, you may extend last call as long
as we inform the guest that we will be closing at ………. A.M.
Task : BAR CHECKLIST

____________________________________________________________________________
POLICY
The Supervisor on duty must establish a daily checklist.
PROCEDURES
A Checklist is used to answer the following questions:
 Are drinks and cocktails made according to specifications?
 Is a pouring measure used at all times?
 Do we use individual soft drinks?
 Are all cocktails mixed at the time of ordering?
 Are cocktail napkins, stirrers and straws used?
 Are the proper drink garnishes used?
Are there any complimentary snacks (peanuts, chips, etc.)?

Task : PAR – STOCK
POLICY
There will be a par-stock in every bar and service station for food and beverage items.
PROCEDURES
1) Every bar and service station has its own par-stock setup.
2) Par-stock represents a normal amount of stock.
3) All requisitions are to be made on a daily basis in order to keep the par-stock current.
4) Cost control will periodically check the par-stock setup.
5) Open only one bottle per brand in the par-stock.
6) The Supervisor is responsible for the control and daily requisitions of the par-stock.
7) Never request more than the par-stock.

Task : SETTING THE SPEED RACK AND WORKING STATION
POLICY
All house brand bottles, aperitifs, and juices will be placed in the working station where the
Bartender can easily reach the bottles.
PROCEDURES
1) Put all house brands and aperitifs in a working pattern, for example : Gin, Vodka, Scotch,
Bourbon, Cognac, Rum, Brandy, etc.
2) Always prepare drinks in plain view of the customer.
3) Wash the shaker immediately after pouring the cocktail (including all used utensils).
4) Work with a minimum of noise.

Task : INVENTORY
POLICY
A strict inventory system will be followed.
PROCEDURE
1) An inventory level must be established.
2) It must be strictly enforced.
3) Items will be requisitioned daily.
4) The Bar Supervisor will maintain the inventory system.
5) The Bar Supervisor will maintain the requisition of supplies.

Task : SERVICE SKILLS
Following is an example of the proper way to provide the proper service to guests. The
setting is an a restaurant at the hotel:
1. GREETING THE GUEST
A. Greeting the Guest
Staff : "Good (time of the day) madam/sir!"

"May I have your name madam/sir?"
Note : When speaking to guests, always establish eye contact.
Guest : "My name is Mr./Ms. (guest name)"
B. Guest has a Reservation
Staff : "Oh, Mr. and Ms. (guest name), your table for (no.
of persons in the party) is ready! Please follow me sir/madam."
C. Guest has no Reservation but a Table is Available
Staff : "May I know how many are in your party Mr./Ms. (guest name)?"
Guest : "Four persons."
Staff : "A table for 4. Would you like to sit in the smoking
or no smoking section sir/madam?"
Guest : "Smoking section please."
Staff : "Very good sir/madam. Please follow me Mr./Ms. (guest name)."
D. Guest has no Reservation and no Table is Available Yet
Note : Follow Step C then..

Staff : "A smoking section, certainly Mr./Ms. (guest name). Would you
like to have a drink at the bar or sit at the waiting area while
waiting for a table to become available?"
Guest : "Thank you. We will have a drink at the bar while waiting."
Staff : "Thank you Mr./Ms. (guest name). I will be back to show you to
your table."
The table is ready.
Staff : "Excuse me Mr./Ms. (guest name). Thank you for waiting, your
Table is now ready. Please follow me."
Continued…Service Skills Policies & Procedures
2. Escort the Guest to his/her Table
Note : Always walk 3-4 steps ahead of the guest and

check back to see if the guest is following you.
Staff : "This is your table, Mr./Ms. (guest name)" while

pulling out a chair for the lady by saying “is this
table comfortable for you?”
3. Seating the Guest
Note : Stand behind the chair, pull it towards you by 1

feet, and when the guest stands in front of the
chair, you push it gently forward with your right
knee while the guest is sitting down. When the
guest is too far from the table, you simply say:
Staff : "May I adjust your seat, Mr./Ms. (guest name)."
4. Unfolding the Napkin
Note : Take the napkin from the right hand side of the guest.
Staff : "Excuse me Mr./Ms. (guest name), your napkin sir/madam."
5. (If guest(s) haven't had a drink… Take a Pre-Meal Drink Order (An Aperitif)
Staff : "Good (time of the day) Mr./Ms. (guest name), I

am your waiter. May I recommend an aperitif before your (meal
period)? Today, we have a Summer Special which is a concoction
of fresh mango juice, gin and grenadine syrup."
Or
"Or perhaps a glass of wine before your meal sir/madam?"
If yes, take the order and repeat the order:

"Very good sir/madam. A glass of our Summer Special then!"
If no, present the guest with the Beverage List.

"Of course sir/madam. Here is a list of our other drinks."
Continued… Service Skills Policies & Procedures
Guest may Request for Water right away
Staff : "Would you like to have a bottle of (brand of

imported mineral water or a brand of local mineral
water)?"
If yes, repeat the order to the guest.
Guest Prefers Ice water
Staff : "Very good sir/madam. We will serve it right

away."
6. Adjust the Tabletop
No special language required. Just "Excuse me sir/madam."
7. Beverage Service or Serving Aperitif
Staff : "Excuse me Mr./Ms. (guest name), here is your

Summer Special. Enjoy your drink sir/madam!"
1. Present an A La Carte Menu and Make Recommendations of the Day's

Specials
Staff : "Here is your menu Mr./Ms. (guest name)."

Stand in front of the guest(s) and make a
recommendation.
Staff : " Mr./Ms. (guest name), for today we have the Chef's
Special which I highly recommend to you. It is (describe
the courses)."
If no order yet from guest, leave the table by saying:
Staff : " I will be right back to take your order sir/madam."

9. Return to the Table to Take the Order
Staff : "Excuse me Mr./Ms. (guest name), are you ready to order?"

If the guest is ready, take the order(s) and repeat when done.
You could also make additional recommendations:

Staff : "Excellent choice Mr./Ms. (guest name). Would you like some
soup or salad to start with? Or perhaps an appetizer? We have
some really fresh, plump oysters today. Perhaps you'd like to try
some of them in the half shell. Either just steamed or baked
with some garlic and parmesan cheese?"
If the guest is still not ready to make his choices, you can:
Staff : "I will be back then Mr./Ms. (guest name)."
10. Adjust the Tabletop if Needed
No special language required. Just "Excuse me sir/madam."
11. Service of Courses
Staff : "Excuse me sir/madam, here are your oysters on the half-shell!

Would you like some freshly-crushed pepper with that? Or
perhaps some lemon? Enjoy your meal!"
12. Clearing of Courses
Staff : "Excuse me sir/madam, may I clear your plate?"

Guest : "Yes, please."
Staff : "Thank you sir/madam. Did you enjoy your oysters today?"
If yes…
Staff : "Thank you sir/madam!."
If not…
Staff : "I am very sorry to hear that. Allow me to bring it up with our
Chef and our Manager."
Inform the Manager immediately about the guest complain.

13. Clearing the Table of Crumbs
No special language required, just "Excuse me sir/madam."
14. Presenting the Dessert Menu
Make a recommendation.
Staff : "Excuse me sir/madam, your dessert menu. May I recommend
our special for the month? It is a Special Strawberry Flambe
served with our home-made Italian ice cream. Or perhaps our
guests' all-time favorite, the Tiramisu? Both are excellent
choices."
Then follow Order-Taking Procedure.

Recommend coffee or tea.
Staff : "Would you like some coffee or tea with your dessert?"
15. Set the Dessert Cutlery
No special language required, just "Excuse me sir/madam."
16. Serve the Dessert and Coffee or Tea if requested
Same as for serving courses.
17. Offer some additional Coffee or Tea or an After Dinner Drink
Same as for Aperitif Order
18. If the Host is Requesting for the bill, get it from the Side Station and Present
to the Host
Staff : "Excuse me sir/madam, here is your bill?"

The guest will put cash or a credit card into the bill folder/tray.
Staff : "Thank you sir/madam, I will be right back with your
change/credit card slip."
After processing, you return and say:

Staff : "Excuse me Mr./Ms. (guest name), here is your change. Thank
you for dining with us today/tonight sir/madam! Hope to see you
again soon."
Or,
Staff : "Excuse me Mr./Ms. (guest name), May I have your signature on

the credit card slip."
Staff : "Here is your receipt and a copy of your credit card slip. Thank
you for dining with us today/tonight sir/madam! Hope to see
you again Soon."
19. If guest does stay on, continue to serve him with water, coffee or tea.
Language will depend on the service but is the same as above.
20 Bid farewell to the guest, once he is leaving
Staff : "Thank you again Mr./Ms. (guest name). It was a pleasure to

have you with us today/tonight. Hope to see you again soon."
REMARKS
For Breakfast Service, coffee/tea is offered in the same manner. However, it is done once the
guest is seated and prior to taking their order for food items.
POINTS TO REMEMBER
 Always use good language and the proper manners.

 Always announce to the guest for any action taken (i.e. beverages will now be
served, main course will now be served, etc.)
 Speak politely and in a clear tone of voice.
 Speak to the guest efficiently and effectively but clearly, politely, elegantly and
patiently.
 Do not interrupt the guests while they are speaking. Just listen patiently. Speak
after the guest has finished.
POLICIES & PROCEDURES FOR HANDLING GUEST SITUATIONS

TASK : CUSTOMER COMPLAINTS
______________________________________________________________________________
POLICY
1) Handle all complaints courteously and professionally.

2) Notify your Supervisor of all complaints and spills.
3) Resolve all guest complaints to the guest’s satisfaction.
4) Never argue with guests.
5) Never become emotionally involved.
6) Do not blame other departments or individuals. Accept the responsibility for the situation
and remember that you are empowered to make decisions.
7) Continually update guests on the status of the situation.
PROCEDURES
1) When confronted with a complaint :
 Listen to guests and do not interrupt

 Thank guests for bringing the problem to your attention
 Apologize to them
 Agree to a solution
 Act on the solution
 Follow-up to ensure complete guest satisfaction
 Notify your supervisor of all complaints
 Put high awareness for the complaining
 Complete a Guest Incident Action Report
2) Be sincere and genuine concern for the guest's position.
3) When spills occur :
 Take a clean, white cloth with soda water and attempt to remove any spots (or let
the guest remove the spot).
 If an employee caused the spill and the stain or spot does not come out, give the
guest the manager’s business card and offer to have the item of clothing cleaned by
the house valet.
 If the guest prefers, they may send you the dry cleaning bill.
 Notify your Supervisor.
 Complete a Guest Incident Action Form.
ROOM SERVICE POLICIES & PROCEDURES
Task : INTOXICATED GUESTS
POLICY
1) Intoxicated guests should be handled according to hotel guidelines.

2) Stop altercations as quickly as possible.
3) Immediately Call Security, the Manager on Duty, and your Supervisor when altercations
among guests occur.
PROCEDURES
1) Follow Alcohol Awareness guidelines for dealing with intoxicated guests.
2) If an altercation occurs:
 Contact your Supervisor, Manager on Duty and Security for assistance.

 Try to separate the people involved.
 Try to calm the people down.
 Let Supervisors determine what action to take.

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POLICIES &

Task : SAFETY AND ACCIDENT PREVENTION

1) Be careful, alert, and aware of your surroundings. Always think safety!

6) Do not run, horseplay, or engage in practical jokes while on the job.

Task : PERSONAL APPEARANCE & PROPER WORK CONDUCT

1) Report to work on time and in the proper uniform.

2) Check with your Supervisor before assuming duties.

3) Check the Bulletin Board and Schedules each day.

9) Do not chew gum or nibble on food while on duty.

10) Keep your locker clean.

12) If you have a problem, see your Supervisor or the Manager.

Continued… Policies & Procedures on PERSONAL APPEARANCE & PROPER WORK

16) Please avoid slouching or leaning on furniture or against walls.

17) Please avoid walking with your hands in pocket.

20) Do not gather in groups to discuss personal matters or business.

23) Do not be argumentative with your co-workers specially while on duty.

24) Shoes should be clean, closed-toe, and polished daily.

25) Men's hair should be carefully trimmed and groomed.

Task : PROPER HYGIENE

1) Take a daily shower or bath, and use deodorant.

2) Wash your hair as needed.

4) Clip fingernails short.

5) Do not use nail polish.

6) Wear clean and pressed uniform.

8) Avoid excessive makeup, cologne, and jewelry.

13) Handle plates by the bottom or edge.

14) Handle fork, knife and spoon by the handle.

15) Smoke and eat only in designated areas.

16) Do not chew gum or blow bubbles.

17) Keep hot foods hot, and cold food cold.

18) Keep your work area clean.

19) Do not use contaminated tableware.

20) Dispose of waste properly.

21) Keep insects and animals out of your restaurant.

Department : Food & Beverage

2) To provide clear quantity specifications to the Purchasing Department so that the

4) To observe the proper food issuing procedures.

Department : Food & Beverage

4) The following should be considered in establishing Specifications:

b. Persons Responsible - The Specifications are to be agreed on by the

5) The Owner/Operational Manager/Head Chef should periodically test product samples

Department : Food & Beverage

1) Perishable Food Items

 These items should always be requested to be purchased to meet immediate

 Amounts to be requested to be purchased should be ordered based on the following:

- Average Consumption Rates

On Quantity Standards for Groceries…

- Reviewing records of past consumption

 A Maximum Level should be sufficient to ensure adequate supply for a pre-determined

 A Minimum Level, often the reorder level, is calculated based on:

Department : Food & Beverage

2) See detailed Procedures on Purchase Orders in the Purchasing / Logistics Manual.

Department : Food & Beverage

Department : Food & Beverage

Department : Food & Beverage

Department : Food & Beverage

Department : Food & Beverage

2) All food items must be properly rotated and issued on a first-come-first-out