国际酒吧服务流程.doc

LA CIGALE HOTELFOOD & BEVERAGE: RESTAURANT SERVICE POLICIES AND STANDARD OPERATING PROCEDURESCONTENTSIntroduction tourism and youHotel OverviewDepartmental Overview and ContributionDepartmental Reporting StructureStaff AttitudeHours of WorkStandard Operating ProceduresFOOD & BEVERAGE: SERVICEF&BS 001BAR OPENING DUTIESF&BS 002BEVERAGE SERVICE OROCEDURESF&BS 003BEVERAGE SERVING STANDSF&BS 004BAR CLEANLINESSF&BS 005THE BASIC BAR LAYOUTF&BS 006COCKTAIL MAKINGF&BS 007BAR CLOSING DUTIESF&BS 008SEQUENCE OF SERVICEF&BS 009GREETING AND SETINGF&BS 010MENU PRESENTATIONF&BS 011TAKING FOOD & BEVERAGE ORDERF&BS 012SERVICE OF BEVERAGEF&BS 013SERVICE OF WINEF&BS 014SERVICE OF CHAMPAGNEF&BS 015TEA / COFFEE SERVICEF&BS 016CIGAR OFFERINGF&BS 017CLEARANCE METHODSF&BS 018CLEARANCE OF ASHTRAYSF&BS 019GLASSWARE POLISHINGF&BS 020PLACING AND CONDUCTING REQUISITIONF&BS 021PRODUCT EXPIRY DATESF&BS 022PERSONAL HYGIENE AND UNIFORMF&BS 023MONTHLY TRAININGF&BS 024HANDLING GUEST CHECKSF&BS 025HANDLING COMPLAINTSF&BS 026SPILLAGESF&BS 027LOST PROPERTYF&BS 028ILLNESSF&BS 029ALCOHOL OVER CONSUMPTIONF&BS 030RECORDSF&BS 031LOST CHILDRENF&BS 032CUSTOMERS WITH COMMUICCATION DIFFICULTIESF&BS 033SPECIAL NEEDSF&BS 034TROLLEYSF&BS 035BILLF&BS 036AFTER WORKEF&BS 037PREVENTING FIRESF&BS 038SAFE CHEMICAL HANDLINGF&BS 039READING THE MSDSF&BS 040SANITATIONF&BS 041PREVENTING FALLSF&BS 042PREVENTING BURNSF&BS 043LIFT AND MOVING CART PROPERLYF&BS 044PREVENTINGCUTSF&BS 045PREVENTING ELECTRIC SHOCKF&BS 046THE GUESTF&BS 047PERSONAL APPEARANCEF&BS 048UNIFORMF&BS 049SUGGESTIVE SELLINGF&BS 050THE GREETINGF&BS 051TAKING THE ORDER IN BARF&BS 052REGISTER OPERATIONSF&BS 053BAR STATION SETUPF&BS 054BACK STATION SETUPF&BS 055ORDERING PROCEDURESF&BS 056SERVING ORDERF&BS 057BASICK FIRST AID EMERGENCISF&BS 058PRINCIPLE OF CLEANINGF&BS 059PEST CONTROLF&BS 060MIS-IN-PLACEF&BS 061FEATURES OF A TRAYF&BS 062WINE DECANTINGF&BS 063BREAK TIMEF&BS 064OUTSIDE FOOD AND BEVERAGEF&BS 065CURRENCY POLICYF&BS 066 PET POLICY AND BABY SITTERF&BS 067MUSIC, LIGHT,CHANNELTOURISM AND YOU (UNDERSTANDING THE INDUSTRY)WHAT IS TOURISM ABOUT?Tourism is about people who travel away from their familiar home environment. Often they travel on holiday; or they may be traveling on business trips; they may be traveling to visit friends and relatives; they may be going to pilgrimage; they may be traveling to a conference or even a sporting like the World Cup Cricket series or the Olympic Games (either as spectators or participants). Sometimes they travel to another country, but not always.The key points here are: Tourism can travel for a lot of different reasons Tourists do not always come from another countryWhen travelers stay with in their own country they are called Domestic tourists, but when they travel to another country they are international tourists.International tourists arriving in another country are referred to as Inbound while departing national setting off for another country Outbound tourists.Tourists can be described by their reason for traveling. The term holidaymaker and business traveler are obvious, less obvious is the term VFR which means visiting friends and relatives. Least obvious is the term common interest. It is used to describe travelers who are joined by other travelers who have come to share the same experiences when they reach their destination. Pilgrims, conference and convention delegates, people who travel to health spas and medical centers, participants and spectators at sporting events are all part of the common interest category.Tourism is about the industries that look after these travelers.The key points here are: They can travel for a lot of different reasons. They need people to look after them and to provide services like food and dink, somewhere to stay, transport to get about, help and information to get about, activities and entertainment and transport to get them out and home again. Visitors from another country often need extra care because things like social customs, the language and currency may be strange to them. Accommodation and catering sector Transport sector Travel agencies Tour operators Entertainment and leisure providers Guides and information servicesThe above business makes up the private sectors.Government departments with tourism responsibilities (transport / planning and development / policy making / immigration / customs and excise / licensing and regulation / destination marketing) are in the public sector.There is one definition of tourism that has universal acceptance. It says that:Tourism is the temporary movement of people to destinations outside of the places where they normally live and work, and their activities during their activities stay at these destinations. FOOD AND BEVERAGE SERVICESWhen we speak of hospitality it is important for us to get a clear understanding of the component parts of our industry. We can use the model below to help us to do this and it also allows us to see the importance of each worker in the industry.As we can see the hospitality industry consists of two important parts:1. The customer or Guest 2. The Service Provider (Hotel, Restaurant, etc.)On the customers side we know that each customer has needs or expectations. A typical example of these needs exceptions would be: Quality of food Value for money Quality service Comfortable surroundings Safety and hygiene standardsThe service providers must ensure that they meet the exceptions of guests / customers by making the following available: Staff (sufficient in number) Products (of good quality) Service (of good quality) Environment (comfortable and clean)As we can see from our model, when the customers expectations are met or exceeded by the service provider, the customer feels for many people.One of the most important things for the service provider to do is to have a skilled workforce. We can divide the type of skills needed into two categories:1. Technical skills ( the ability to perform the task to standard)2. Social skills (the interaction between staff and the customer)Through this Food & Beverage Service program we will work to develop both of these skills.Never forget that people are the most important asset to any hotel. You must never under estimate the importance of your role in providing the guest with a pleasurable experience.SOCIAL SKILLSWe have previously mentioned social skills, and what we mean by this is interacting with guests, e.g., meeting or greeting guests, or perhaps our ability to hold a conversation with a guest or guests.Here are four important points to remember when greeting guests:1. Good smile2. Eye contact3. Correct greeting4. Good body postureYou will know from your own experiences as a customer the difference made by a warm, friendly greeting, from the person serving you. Your own greeting to customers should always be polite and courteous. A smile is always well received by guests. The precise words you use to greet customers will depend on the time of the day and the style and rules of your establishment. For more formal places Good evening, Madame will be expected, while for casual or informal places, welcome to freddies might be appropriate. Also remember that customers feel welcome when you use their name, e.g., Good evening Mr. Samarage . The most common greetings are Good morning, Good afternoon, Good evening, and Good Night.Usually a sequence of events happens when a gust enters a restaurant. This is called the meet, greet and seat sequence, because firstly we meet the customer, followed by a greeting and then we seat the customer at a table.The ideal situation is for you to escort the customer to the table. You can then help everyone get seated comfortably. Pullout chairs, unfold napkins, hand out menus, etc.If the customer is already seated and studying the menus when you arrive, then you must greet them immediately, i.e, Good evening, sir. In some restaurants staffs introduce themselves by name. You may then offer drinks or take the food ordeINTRODUCTIONWritten direction from management, particularly at the start up of a new hotel is necessary to establish the ground rules and give guidance to staff members.The goals of every department in the Hotel must be crystal clear with no deviation.PoliciesGeneral Information- That Should be Listed/FiledStandard Operating ProceduresA Standard Operating Procedure (SOP) will be in place for each task in the hotel. It will consist of a list of activities involved in carrying out a specific activity. There will also be general staff information such as working hours, grooming and hygiene standards, expected levels of behavior both to colleagues and to hotel guests.New Policies and Standard Operating ProceduresWhen a situation arises and there is a need to establish a new policy or procedure the Departmental Head concerned should produce a draft which should be agreed with the General Manager. HOTEL OVERVIEWDescriptionThe most impressive landmark to grace the Doha skyline, La Cigale Hotel lives up to its reputation and introduces new levels of comfort to hotel and leisure facilities in the Qatari city.The hotel offers luxurious rooms and suites, a range of world-class restaurants, state-of-art business and leisure facilities as well as extensive entertainment choices.La Cigale Hotel Offers to its guests the opportunity to sample some of the worlds most favored cuisines, starting with a choice of International Cuisine (Lebanese, French, Italian, American and Japanese), all skillfully prepared by the hotels expert team of International chefs.The multi-purpose luxurious ballroom along with the most dynamic and flexible meeting rooms are equipped with the state-of-the-art audio-visual equipment, suitable for Doha-based conferences, conventions, dinner concerts, wedding celebrations, exhibitions and fashion shows.DEPARTMENTAL OVERVIEW AND CONTRIBUTIONTHE FOLLOWING GUIDELINES APPLY TO THE FOOD & BEVERAGE DEPARTMENT IN THE LA CIGALE HOTEL DOHA QATAR 1. Ensure service standards are always maintained according to fixed work instructions, to achieve and exceed expectations of a 5 star property and Leading Hotel of the World. 2. Maintain Hygiene Standards and Regulations in accordance with Municipality requirements for all Food & Beverage operations. 3. Ensure adequate associate training is provided in accordance with fixed work instructions, throughout the year to maintain high service quality standards.4. Work Instructions are incorporated and devised by the F&B Management. They are to be reviewed annually, in consultation with the Quality Manager to ensure that they reflect the needs of the department, and are in line with the Quality Standards set by the hotel.5. Ensure all associates are given equal opportunity for career development, and that performance appraisals are carried out annually. 6. Capture all potential revenue through various promotions and events.7. Always be fully aware of the competition activities and pricing. 8. Adopt an adequate price policy as per season fluctuation, market receivability /acceptance and in line with our competitors. 9. In coalition with the Sales Department: Ensure creation of special events to maximize revenue. 10. Ensure all Food & Beverage material is kept tidy and well stored. 11. Always maintain breakage of material to the strict minimum through associate training and proper storage. 12. Ensure guest entertainment throughout the year is in accordance to customer profile and fitting with budget constraints. 13. Ensure briefings are carried out on a daily basis to keep associates informed at all times with new promotions, along with any issues that need to be discussed from the previous day. 14. A revenue meeting is held every week where F&B, Sales & Marketing and Revenue can discuss current and new projects. Minutes are to be recorded and documented accordingly.15. Guest comments/complaints with regards to all departments are forwarded to the Quality Office, and sent to relevant departments immediately, so corrective action can be taken efficiently and promptly.16. Ensure Beverage quality standards meet or exceed guest satisfaction and reflect the theme of the restaurants. 17. Ensure that prime costs (beverage/ food cost of sale and payroll) is kept within the budget frame. 18. All end of the month reports are generated through the Finance Department and shall be reviewed on a monthly basis.19. Ensure maximum empowerment is given to each restaurant in charge and associates are able to seek initiatives, creativity and overall Food & Beverage team motivation.20. Customer feedback will be devised through the Quality Office by recording the information on the company database, thus ensuring efficient monitoring and continuous improvement is carried out throughout the F&B sector. 21. Ensure adequate media promotion is carried out, which positively enhances and supports the image of the Resorts facilities, services and events. 22. A restaurant log book should be completed by the restaurant manager on a daily basis, containing the following details: Number of covers/Food & Beverage Revenue/Total Revenue/Complains During the Operation/Kitchen Issued The log book shall be signed and forwarded to the F&B Office, where it shall be reviewed by the Director of F&B, who will initiate any corrective action (if any) when required. General ManagerFOOD AND BEVERAGE : SERVICE REPORTING STRUCTUREF & B DirectorAst. F& B DirectorRestaurant ManagerRoom Service Manager Banquet & Catering ManagerHead BartenderHead WaiterMinibar CaptainRoom Service Head WaiterBanquet SupervisorF&B Secretary Station Waiter/ CaptainRoom Service Ast Head WaiterBanquet CoordinatorRoom Service Captain Banquet CaptainHostessWaiterBartenderBanquet WaiterRoom Service WaiterMinibar WaiterBusBoyBarbackRoom Service Order Taker Grey boxes denote no job description available Banquet Sales ExecutiveUsherCigar Room StaffFruit Display StaffPancake and Waffle MakerChoc + Silver SupervisorDelivery DriverCashierSaleslady/ SalesmanAst Shop ManagerRESTAURANT SERVICE REPORTING STRUCTURE:BUS BOYBAR BACKBARTENDERBARWAITER BARHOSTESSBARCAPTAINBAR MANAGERCaptain Restaurant HEAD BARTENDERRestaurant ManagerRestaurant Manager Bar managerThis person has overall responsibility for the organization and administration of particular food & beverage service areas. These may include the lounges, floors, grill rooms, restaurants and possibly some of the private banqueting suits. It is the restaurant manager who sets the standard for service and is responsible for any staff training that may have to be carried out on or off the job. He or she may make out duty roaster holiday list and hours on and off duty so that all the service areas run efficiently and smoothly.Duties: Train staff Make briefing before every shift Co-ordinate between management and staff Make daily report for service Read and sign the log book Handling guest complaints and finding solution Co ordinate between kitchen and restaurant before service Communicate with the guest (PR) Co ordinate with the other department if there is any special event Head bartenderThis person has overall charge of the staff team and is responsible for seeing that all the duties necessary for the pre preparation for service are efficiently carried out and that is nothing is forgotten. The headwaiter will aid the reception headwaiter during the service and will possibly take some orders if the station waiter is busy. The headwaiter helps with the completion of the duty roaster and holiday list and may relieve the restaurant manager on their off days. Bar HostessThis staff member is responsible for accepting any booking and keeping the booking diary up to date. He or she will reserve tables and allocate these reservations to particular station. He or she will greets the guest on arrival and takes them to the table and seats them Bar CaptainCaptain has the overall responsibility for a team of staff serving a set number of table, which could be anything from 4 to 8 in umber, from one side board. He must have a good knowledge of food & beverage and