F&Bservicestandardops

Food & Beverage
Standard Operating Procedure

Update: 16.06.08 /CO-FBS-CC-050
Signature Restaurant Concept for a Hotel Group
Operating hours
Breakfast service: 07:00 14:00

All-day dining: 11:00 18:00
Dinner: 18:00 23:30 or later
Food concept
Breakfast sets are served to the guest with an extensive set selection of modern and classic breakfast
options reflecting the Corporate Culture and Standards. International and Thai a la carte cuisine is
served during the day. An English table dhte set menu is additionally available in the evenings.
All service procedures adhere to the Corporate SOPs stated in the SOP document CO-SOP-000.
Beverage Concept
A full international drink list is available, also a small but variety-full wine list serving new world wines
and exquisite wines from Europe. There is also a wine board daily presented with 2 open wines white
and red in a daily rotation (minimum requirement).
All service procedures adhere to the DHR Corporate SOPs stated in the SOP document CO-SOP-
000.
Type of Service Sequences & Styles
Breakfast sets:
1. Continental breakfast set

2. American breakfast set
3. Thai breakfast set
4. Spa breakfast set
5. Japanese/Asian breakfast set
6. The signature breakfast set
Remark: In addition 6 other sets are provided
Dara Hotel/Resort may have only a minimum of 12 a la carte sets available, The signature breakfast
set would be an advantage to feature in the breakfast menu.
Every in-house guest has the choice of one set per day. Supplement order within the menu is free of
charge. Additional orders are to be charged separately as per a la carte menu selection. Cross-
ordering within the sets is not allowed and recommended.
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Food & Beverage

Type of Service Sequences & Styles - Continued
The Bread Runner:
The Bread Runner in the morning serves freshly baked croissants and soft rolls a la discretion to every
hotel guest.
The Coffee & Tea Service:
Is served freshly brewed to every guest, no thermos or pre-brewed beverages are to be served. For
large Hotel/Resort Grands, a tea selection within the buffet is recommended.
Condiments:
Breakfast condiments such as salt, pepper, sugar, flowers are set on the table. Creamer/milk is served
on a tray upon arrival of the guest and never pre-set.
All day dining:

A la carte menu selection of international, Asian/Thai specialties not exceeding 20 main courses,
insert sheets of monthly promotions are available.
Dinner service (minimum requirements):

Gourmet English table dhte menu with a selection of 2 appetizers, 2 salads, 2 soups, 4 main dishes
and 2 desserts is available, daily. The Chef uses a healthy and modern assortment of international
cuisine, either straight or in fusion. An appropriate a la carte menu selection complements the
Gourmet menu.
Children menu:
A small children menu with the emphasis on most-popular is available after breakfast. A separate
menu for children represents a popular additional service for an important guest segment. It contains
simple international and popular food items, tailored to suit the demands of children. Together with
the special care of our associates in regards to children's needs, we create a family-friendly image
and encourage repeating customers.
Room service:
Room Service is provided either from the Signature Restaurant, or the main Restaurant/Kitchen. Daily
set trays with standard setup are kept in a designated area. Room service for breakfast is prepared by
one assigned associate from the Restaurant or Room Service team. Afternoon shift is handled by the
Room Service team or by an associate from the Restaurant Team. Order takers must be fluent in the
local and English language.
Sur-charge per room applies for every breakfast service served to the low- and mid-range
categories.
Breakfast service to the executive floor and the highest room category is free of charge in all Hotel
companies Brands.
All service procedures adhere to the Corporate SOPs stated in the SOP document CO-SOP-000.
Price range
Food & Beverage


Breakfast: As per internal split from the room rate, a la carte menu prices as per
hotel/resort pricing policy.
All-day dining a la carte: Most main courses are medium priced, no set menus.
English table dhte: Each item/dish has its own price listed on the menu.
Dinner a la carte: Most main courses are medium priced, set menus are recommended,
and theme buffets for Grands Hotels.
Human Resources/Manning
Manning guide is according to size/capacity and brand type of theHotel/Resort, positions required
are:
Restaurant Manager and/or Assistant Executive Chef/Sous Chef

Supervisors/Captains Outlet Chef
Food Servers (Waiters/Waitress) Chef de Partie
Hostesses Commis de Cuisine/Chefs
Food & Beverage Runners Chief Steward/Steward
Room Service Captains/Servers (if applicable)
Bar Manager/Assistant/Captain
Bartender
Shifts
A range of 6-10 shift types should be considered for a smooth operation of the restaurant if all meal
periods and room service is provided.
Service Concept
It is the hotel policy that during breakfast service an Assistant Restaurant Manager/Restaurant
Manager or higher must be on duty for personal customer service.
Hotel/Resort Grand breakfast service exception:

Solely served a la carte breakfast service does not apply for Hotel/Resort Grands. Grand Hotels
will always offer a la carte sets chargeable to hotel guests or free of charge to the Executive Floor
and highest room category. Grand Hotels serve buffets in the first place.
Food & Beverage

Service Concept - Continued
Served a la carte breakfast service and lunch, English table dhte service for dinner.
Restaurant Manager/Captain is in charge of taking orders. Servers/Runners running with food drinks
and are clearing. Hostess welcoming and farewell guests, at signature restaurant one Hostess
recommends the daily specials on the wine board.
English table dhte service in the evenings with a daily rotation. 2 appetizers, 2 salads, 2 soups, 4 main
courses and 2 desserts are on offer to choose from which can be individually created in 1-, 2-, 3-, 4-, or
5-courses. A regular a la carte menu is also on offer.
A daily special is also on offer and changes every day. The special allows the chef to be flexible in
creating new options as well as adhering to seasonal changes, customer demands and cost
movements. Grand Hotels may offer daily or weekly theme buffets with live entertainment.
Alternatively there will be the option of serving one glass of wine, matching each dish of the daily
special and English table dhte menu, with an adjusted price on the menu.
The 33/66 Concept (requirement for all corporate properties)
In order to distinguish the restaurant from its competitors, three service tactics are created; the 33/66
start-up service a re-engineering of the classic job descriptions & the triple attack - an organized
sequence of repeated up-selling.
The 33/66 start-up is a systemized way of making the guest feel taken care of from the moment he
enters the restaurant.
Within 33 seconds the guest is welcomed with a wai, seated, has his napkin unfolded, is served
bread and condiments, cold towels handed and within 66 seconds the guest is given
recommendations and, through a basic and pleasant conversation, is introduced to the Supervisor
taking care of the table. Within 4 minutes the first drink and bread, butter has been served.
This concept is the core responsibility and supervision of/under the Restaurant Manager or higher.
Positions
Signature Restaurant works with four associate levels: Captains, Hostess, Food Servers, Food &
Beverage Runners.
The Hostess is responsible for managing reservations and update statistics. She plays a vital role in the
start-up service by greeting the guests, guiding them to the table, and making them comfortable as
well as recommending starters and main courses since the end of an event tends to stick in the minds
of the guest, extra care is placed upon farewell. The Hostess thanks and invites the guest to return.
Food & Beverage

Positions - Continued
The Captain is the constant contact person of the guest. Since all basic service tasks are taken care of
by other staff, the Captain finds time to offer personalized service, to consult the guest in his orders
and to proceed with up-selling.
Not being occupied with technical tasks and not allowed to enter the back side, she/he is able to
supervise her/his station and foresee difficulties.
The Food Servers take the role of the busy worker bees and service the guest with water up-selling and
cold towels.
Specifically trained on their tasks, they provide professional beverage service, clear plates and
execute other duties delegated by their station captain.
The Food & Beverage Runner is managing the food orders on a checker board and runs the courses.
He/She controls the accuracy of orders and figures as a communicator between kitchen and service.
When serving the food he/she simply announces the dish on the table and serves the food in the
classic way.
Triple-Attack
In order to raise the average check, but more importantly to make the guest feel consulted and well
taken care of, a systemized up selling sequence is needed. We attack the client from three
directions, leaving virtually no escape.
Attack #1
The Hostess is the first person to meet our guest. Her start-up service offers a good opportunity to
casually hint todays special offers
Without actually closing the sale she influences the guest and makes way for...
Attack #2
The Captain takes over as soon as the hostess leaves the table. Before handing any printed menu
throughout the meal, she verbally consults the guests, repeating the previous recommendations and
re-assuring the guest
Attack #3
Being visited by the chef at the table makes everyone feel important. Recommendations from the
kitchen professional are generally hard to resist, especially after having been attacked twice
before.
This sequence is efficient as long as the up-selling duties are followed and the items are
communicated prior to the service.
Most of the guests entering signature restaurant have not planned what to consume and appreciate
a professional and honest consulting!!
Food & Beverage

The Chef - The Entertainer
Due to the chefs positioning in the front, he/she is able to control and educate both kitchen and
service associates and unite them as a team. Working on the frontline, he/she also receives
immediate feedback from the guests. This allows him/her to rapidly intervene if necessary and
delegate tasks to both departments concerned.
A small talk with our Chef is seen as a privilege. It also creates a personal ambience, and facilitates
communication between guest and signature restaurant team. He/She is the face to a stylish and
popular restaurant and is, through his constant presence in the outlet, naturally associated with
signature restaurant.
The chef visits the table at crucial moments. His/Her personality allows him/her to direct the guests and
influence him massively when choosing food and beverages. Being a chef he/she is also capable of
creating new dishes just discussing the preferences of the guest on the table. The chef closes a
successful up-sale and the guest benefits from customized orders. Final goal is that the Chef is on the
front with the guest, thus more to be seen as Service Men and his/her team is preparing the food in
the kitchen.
Beverages
Full bar set-up with soft drinks, juices, cocktails, spirits, beer, local draft beer (from the appropriate bar)
and wine (the master wine list features more than 20 reds and 20 whites, excluding 4-6 specialties. 3
reds and 3 whites by the glass, promoted with wine boards, wine list, also tent cards on guest table.
The wine board represents a pre-selection of wines and acts as a simple up-selling tool, to which the
sales person/Hostess can refer. It contains two wines of the month a selection of 2-3 open wines in
white and red, covering different price levels, grapes and origins.
The main wine list offers a wide spectrum of prices, grapes and origins. Expensive and inexpensive new
world options suit every budget and event. The main list is offered, should the guest wish to see more
options than the recommended items on the wine board.
Wine Cellar
Wine cellar fridges are available and preferably visible to guests. Only Bartender(s) are allowed to
open wine fridges and taking wines out of the PAR stock, however, no order no goods is the maxim in
this regard.
The wine fridge(s) provide(s) sufficient capacity. A subtle or trendy wine fridge-housing/framing is an
advantage, as well as a wine cellar, in the heart of the house for backup. For open-air the wine
fridge(s) must be lockable.
Service stations
Service stations are available and provide sufficient space for service equipment needed for the
smooth operation of the outlet. For open-air restaurant service stations must be lockable.
Food & Beverage

Table Top setup
Breakfast & Lunch Service:

White linen, table runner, napkins with stainless steel napkin ring, design flower vase with daily
changed arrangements are set.
Dinner Service:
White linen, table runner, napkins with stainless steel napkin ring, design flower vase with daily
changed arrangements, design oil lamps (also suitable for outdoor seating) are set.
For outdoor seating, smoking is permitted if no guests complain nearby. Cigars are not allowed
generally, but no rule without exception, if the situation permits.
Guests who would like to enjoy a cigar are welcomed at a lounge or designated smoking area. A
small but exquisite selection is on offer. Indoor smoking in air conditioned areas is not permitted.
Smoking and non-smoking parts of the restaurant(s) must be separated and designated with
indicated non-smoking, smoking signs respectively.
Uniforms
Hotel Service and Kitchen Uniform adhere to the corporate grooming standards and follow each of
the corporate hotels/resorts uniform concept.
Operational Equipment
Flatware, Stainless ware, glassware etc.

Equipment is in line with the Corporate Culture and Standards where applicable.
Flower Decoration
Daily fresh flower arrangements are available and adhere to the Hotels/Resorts standard.
Storage
Sufficient storage capacity is available and lockable. Storage areas are labelled with name of item,
date, quantity on duly filled on bin cards.
Music Concept
Music concept depends on location of restaurant, capacity and brand type and its concept may
vary within the group. However, in order to save on expensive PA music installations, Corporate
recommends the use of iPods and Amplifiers (depending on size of property), with licensed and
legal music distribution.
Ambience may enhanced with an in-house live band in certain hotel/resort properties.
Food & Beverage

Public Relation
During operation of the restaurant, the main focus is to benefit from fast-spreading gossip. By inviting
local decision makers and opinion leaders (Representatives of Government, Travel Market
Representatives, Tourism Authority of country, Taxi Drivers, Hotel Association Members, Clubs, Real
Estate agents catering to the high end segment and GROs of Competitor Hotels/Resorts) to try the
cuisine and services of the signature restaurant.
It is paramount that already from the start only positive word-to-mouth propaganda is being
circulated to kick-off business with a solid reputation.
If the restaurant off high frequented streets/roads/sidewalks, a display and direction to the restaurant
must be installed with sufficient lighting.
Daily, weekly, monthly and yearly promotions, A&P promotions and guest entertainment according
to authority level(s) are a must for every corporate property.
Training
During operation of the restaurant the main focus is constant training. The following levels can be
separated:
The training, the trainees, the trainers:
The Training
Both kitchen and service team are to be continuously trained in regards to Food and Beverage
knowledge, foreign language, cooking and service techniques. Systems and procedures must be
followed at all times to ensure a steady level of quality. Follow- up training will mainly focus on
associate discipline.
The Trainees
Selecting team members, which show a positive attitude, a pleasant personality and the willingness to
blend into an established work system often turns out to be more effective than employing associates
with an extended F&B experience. This hiring policy naturally asks for fix systems, and strict and
constant training.
The trainer
A trainer is convinced of the accuracy of his training topics, shows emotions and cares about what he
trains. The trainees realize that the transmitted knowledge is valuable, important and will be checked
upon. The trainer sacrifices time and effort and supports the staff at all times.
Food & Beverage

Update: 19.06.08 / CO-FBS-CC-052.1
Signature Restaurant Breakfast Process Diagram
1. Greeting the Guest:
Greeting the guest; Eye contact, go towards the guest, smile If the guest does not stay at our resort ask whether they have
and greet with a wai; Good morning, Sawasdee ka, a reservation or not: Do you have any reservation booked
welcome to the name of restaurant. How are you this with us?
morning? May I have your room number please Madam/ If yes lead them to their table, if not, continue as below
Sir?
Check with the guest in house list the guests name
Ask for the guests seating preference; Where would you

prefer to sit, inside or outside, air-conditioned up-stairs, or
outdoor seated downstairs?
Ask how many person they are; How many person would
you be?
No
Seat the guest Would this table be fine with you? Escort the guest to another table and repeat the procedure
until guest is seated
Help the guest with the chair (ladies first)
Unfold the napkin: Allow me Hostess makes at least one attempt to have a small talk with
EVERY guest:
How are you this morning, did you sleep well, what are your
plans today? Have you ever visited our lovely spa? etc
Hostess introduces the captain: Dear Mr & Mrs Brown, this is
Khun Somsak; he will be taking care of you today
Hostess farewells the guest; Have a wonderful day and

enjoy your breakfast
Captain introduces himself; Good morning, Mr/Mrs Brown

my name is Khun Somsak I will be taking care of you today
Captain presents the menu: Here is your breakfast menu
Food & Beverage

Update: 19.06.08 / CO-FBS-CC-052.1
2. Introduction of the Menu:
Guest is the first time with us for breakfast: Guest has visited our breakfast service more than once:
At the signature restaurant we serve a la carte breakfast May I recommend our American breakfast set to start your
sets instead of a buffet day this morning?
We have a nice selection of 12 different breakfast sets for
you to choose from. Explain all six types of sets:
May I recommend our American breakfast set to start your
day?
3. Taking the Order:
Take order on a captain order Ensure that the order is complete
Are you ready to order or would you need some more Follow the breakfast set menu to ensure the guest has all
time? contents chosen from the respective breakfast
Yes No Example the American Breakfast Set:
Fruit juice; What kind of juice would you like to have? We

Wait 2 minutes and have
return to the guest Fruit selection: In your set menu is also a fruit plate
included, would you like to try it?
Repeat every order with a clear voice Bread Selection: Our freshly baked bread and rolls are
served by our French runner, just pick your favourite
Egg selection: We have 5 different cooking styles, may I

Would there be anything else? recommend the omelet today? What kind of ingredients
do you like?
Coffee or tea: Would you like to have coffee, tea or even

Order taker repeats the order; May I repeat your order that a hot chocolate?
would be ..
Captain/Waiter will post the order into POS/Captain order

copy goes directly to the Runner who posts it in the kitchen
4. Bread Service The Bread Runner:
The Bread Runner is permanently walking with fresh bread

and rolls and asks the guest for their likings:
What kind of bread would you like; I have chocolate

croissants, whole-wheat bread, Danish pastry?
Food & Beverage

Update: 19.06.08 / CO-FBS-CC-052.1
5. Changing of cutlery/ serve condiments:
Captain advices to change the cutleries according to the

set
Prepare and setup condiments, jam, butter etc on the table
6. Offer newspaper (applicable to single-diners):
Waiter/Captain/MGR offers todays Newspaper: Offer reading glasses where necessary:

Would you like to have the Bangkok Post or The Nation Would you need reading glasses?
7. Serving of Courses:
Waiter or Runner serves always the juice and side dishes first Always offer to serve a second juice: Would you care for
and at once: another juice?
Excuse me Mr Brown, here is your freshly squeezed orange Always offer to serve a second cup of coffee or tea: Would
juice and fruit yoghurt, enjoy you like to have some more coffee or tea Mrs Brown?
After guest has finished the first courses from the set, waiter/ Guest has indicated that he or she has finished his or her
runner clears the courses: Have you finished Madam, may I dish by parallel-aligning of both cutleries, diagonal on the
clear your plate? plates rim
Food runner picks-up the main dish in the kitchen (egg

omelet, egg benedict etc) and serves the dish:
Excuse me Sir, one egg omelet with mushrooms and cheese

for you, one white omelet without anything for you, Mrs Brown,
enjoy
Food & Beverage

Update: 19.06.08 / CO-FBS-CC-052.1
8. Guest Satisfaction/Trouble Shooting:
Let every guest start to eat and ask if everything is fine. If waiting too Depending on the situation:
long, things cannot be changed anymore Apologize and brief the Chef, send him out to the
table in order to provide an appropriate solution
Apologize and return the dish to the kitchen, offering
to re-do the same dish or an alternative
If the complaint affects the main course and no new
How is your omelet Sir?, How about yours Madam, everything to
or alternative dish is ordered, offer free dessert and
your satisfaction?
coffee with one digestive
Yes No In case of a heavy complaint, call the Director of
Service or Assistant
Continue with No. 9
Calm and politely ask the guest what is not up to his/ her
satisfaction Depending on the situation:
Offer an alternative
Offer the dinner complimentary
Offer the drinks complimentary
Offer the wine by glass complimentary
Offer the wine complimentary
Offer them a drink at the pool bar
Depending on the situation the Captain or Manager will follow the Offer a discount depending on the person dining
following procedure(s): If more than 6 person dining, or a certain amount has
been reached, no discount is been given
If the Director of Service or Assistant can not handle
the situation, the EAM F&B is called-in
9. Clearing of Table:
Clear table as per standard: Have you finished? May I

clear your table?
Clear the table ladies first, if sufficient associates around

clear all plates at once
Take out the plate from the right and staple not more than 4
plates on your left arm
Complete clearing and crumble the table, ask for toothpick
Food & Beverage

Update: 19.06.08 / CO-FBS-CC-052.1
10. Present the bill (for a la carte guests):
Check the bill if everything is correct and no wrong items are

posted by presenting the closed bill folder to the guest:
Here is your bill Sir
Collect the bill folder and process according to separate

SOP and thank the guest
11. Farewell of guest:
Hostess escorts the guest out of the restaurant by pointing to

the exit, making a wai and saying:
Hope to have you back with us soon Mr./Mrs. Brown thank
you very much and have a very good day
Food & Beverage

Update: 19.06.08 / CO-FBS-CC-053.1
Signature Restaurant Lunch & Dinner Process Diagram
1. Greeting the Guest:

Eye contact Lead them to a table (seat the guest as private
Go towards the guest as possible)
Smile
Greeting with a wai
Would this table be fine?
Yes No
Sawasdee krap/ ka, welcome to the restaurant
Help the guest with Escort the guest to

No the chair (ladies another table and
Check if the guest has any reservation booked first) repeat the
with us procedure until
guest is seated
Yes
Do you have any reservation booked with us? May

I have your room number Sir/ Madam? Help the guest with the chair (ladies first)
Ask how many people they are Unfold the napkin
How many person would you be? Allow me
Ask where they prefer to sit Serve cold towels

Hostess
Where would you prefer to sit, inside or outside,

air-conditioned up-stairs or outdoor seated
downstairs? Cold towel sir/madam
2. Daily Recommendations:
Make the daily special recommendation Inform the Captain that the guest has chosen the
daily house wine
No
May I recommend the special of the day Sole
Meuniere with boiled potatoes and carrots? Hostess introduces the Captain and Waiter in
charge
Yes
Inform the Captain that the guest has chosen the

daily special Dear Mr & Mrs Brown, this is Khun Somsak, he will
be taking care of you today/tonight
Show the guest the wine board and recommend

the two open wines by the glass Hostess wishes the guest a pleasant day, eye
contact and a wai
Hostess
May I recommend our house wine the Monte

Leone Insolia in white and the Monte Leone Yes Enjoy your lunch/dinner/evening, have a very
Primitivo in red, light and fruity wines from Italy good day, during dinner
suitable for any dishes? Enjoy your dinner and enjoy our live band
No
Food & Beverage

Update: 19.06.08 / CO-FBS-CC-053.1
3. CIA (Investigation):
When you have found out the room number, immediately check with the logbook, the cashier and the restaurant manager
Hostess / Waiter
if we have any background information about this guest such as special billing instructions, special requests, a complaint
etc
4a. Recommendation (if guest has not yet chosen the daily recommendations):
Before presenting the drink list, make Order recommended dish and continue with the
recommendations wine recommendation
May I recommend the special drinks of tonight, to May I recommend our house wine the Monte
start with your dinner, how about a refreshing Mojito Leone Insolia in white and the Monte Leone
Sir/Madam? May I also recommend coconut juice Primitivo in red, light and fruity wines from Italy
or a glass of Champagne? suitable for any dishes?
Yes No Yes No
Order recommended drinks and Order Present the wine

continue with the special of the day recommended wines list
Present the drink list

May I give you the wine list?
Yes No
Here is your drink list Sir/Madam
Return wine list to

the service station
Show the guest the drinking water on a service Continue with step
No. 5
What kind of drinking water do you prefer? We

have still and sparkling water?
Yes No Assist the guest by choosing his/her preferred

wine
Order drinking water Serve jug water
Before presenting the food menu, make

Captain / Waiter
recommendations
May I recommend the special of the day, a pan- Yes

fired sole with sauce meuniere, complemented
by boiled potatoes with parsley and turned
carrots? No
Food & Beverage

Update: 19.06.08 / CO-FBS-CC-053.1
4b. Recommendation (if guest has chosen the daily recommendations of food & wine):
Show the guest the drinking water on a service tray

Captain / Waiter
What kind of drinking water do you prefer? We have still and sparkling water?
Yes No
Order drinking water Serve jug water
5. Taking Orders:
Take order on a captain order That would be two specials of the day with one Caesar
salad for you Mrs. Brown, and one Lobster Bisque for you
Sir, one bottle of Evian and one bottle of Monte Leone
Insolia
Are you ready to order or would you need some
more time?
Yes No Ensure that the order is complete

Captain / Waiter
Wait 5 minutes and

return to the guest
Would there be anything else?
Repeat every order with a clear voice Captain/Waiter will post the order into POS
6. Bread Service:
Serve warm bread (served from the left side)
If only Thai/Asian food is ordered, do not serve bread.
Waiter/ Runner
If people order mixed, Thai and International dishes, serve bread for everybody.
No bread to burgers, sandwiches, pizzas and French fries
7. Changing of cutlery/ serve condiments:

Change all cutlery and glasses according to the captain order
Waiter/ Runner
Prepare and setup condiments at the table for each course and before the course is served
Food & Beverage

Update: 19.06.08 / CO-FBS-CC-053.1
8. (Side Step) Up-Selling of Second Drink:

Offer to serve a second bottle or drink before main course
Waiter/ Wine Butler
Would you care for a second drink?, May I open a second bottle?
Yes No
Open or serve a second bottle/drink Continue with No 9
9. Serving of Courses:
Deliver dishes from the kitchen to the restaurant (with dome cover)
Always serve ALL guests at the same time and from the right side
Runner / Waiter
If sufficient Waiters and Runners are available, set all dishes at the same time on the table
The main ingredient always faces the guest
Announce the dish to the guest
The special of the day; Sole Meuniere with boiled potatoes and carrots, enjoy Mr Brown
10. Pepper Service:

Ask the guest whether she or he would like to have some freshly milled pepper with the peppermill ready in the hand
Waiter/ Runner
Would you like to have some freshly milled pepper?
Yes No
Mill some pepper by circling one time around the dish Continue with step 10
Food & Beverage

Update: 19.06.08 / CO-FBS-CC-053.1
11. Guest Satisfaction / Trouble Shooting:

Let every guest start to eat and ask if everything is fine. If Depending on the situation:
waiting too long, things cannot be changed anymore Apologize and brief the Chef, send him out to the
table in order to provide an appropriate solution
Apologize and return the dish to the kitchen, offering
to re-do the same dish or an alternative
If the complaint affects the main course and no new
How is your Sole Sir, is the fish crispy enough?, How
or alternative dish is ordered, offer free dessert and
about yours Madam, everything to your satisfaction?
coffee with one digestive
Yes No In case of a heavy complaint, call the Director of
Service/Assistant Director of Service
Continue with No. 12
Depending on the situation:
Calm and politely ask the guest what is not up to his/her Offer an alternative
satisfaction Offer the dinner complimentary
Offer the drinks complimentary
Offer the wine by glass complimentary
MGR / Captain
Offer the wine complimentary

Offer them a drink at the pool bar
Offer a discount depending on the person dining
If more than 6 person dining, or a certain amount has
been reached, no discount is been given
Depending on the situation the Captain or Manager will If the Director of Service/Assistant Director of Service
follow the following procedure(s): can not handle the situation, the EAM F&B is called-in
12. (Side Step) Up-Selling of Second Drink:

Offer to serve a second bottle or drink before main course
Waiter/ Wine Butler
Would you care for a second drink?, May I open a second bottle?
Yes No
:
Open or serve a second bottle/ drink Continue with No 9
14. Dessert Recommendation:
Give the guest a little break after clearing the table

(approx. 5 minutes)
Captain/ Waiter
Would you like to try one of our desserts? May I recommend

an excellent tarte tatin from the oven?
Yes No
Order dessert Continue with No. 15
Food & Beverage

Update: 19.06.08 / CO-FBS-CC-053.1
15. Coffee/ Tea Service:
Offer to serve some coffee or tea

Captain/ Waiter
Would you like to have a freshly brewed coffee or hot

herbal leave tea?
Yes No
Order coffee or tea Continue with No. 16
16. Digestive with or without coffee:
Ask for a digestive and present the drink menu

Captain/ Waiter
Would you like to have a grappa, a Cognac, a whiskey or anything else to go with your coffee?
If you want to enjoy a cigar I may recommend you to have a seat at our Pool Bar?
Yes No
Order digestive Continue with No. 15
17. Presenting the bill:
Check the bill if everything is correct and no wrong items are posted, and then present the CLOSED bill folder
There is your bill Mr. Brown
Yes No
Captain
Collect the bill folder and proceed according to separate SOP and Re-check the bill and present the guest
thank the gust
Food & Beverage

Update: 19.06.08 / CO-FBS-CC-053.1
18. Farewell the guest:
Escort the guest out of the restaurant make a way saying

Manager/ Captain/ Hostess
Hope to have you back with us soon Mr. Brown, thank you very much and have a good day/night
Up-selling of second drinks during dinner:
When the glass is almost finished, to 1/3 of the glass, you may ask to serve another glass
Manager/ Captain/ Hostess
Would you like to have another beer Sir/Madam?
When the bottle is almost finished, to 1/3 of the glass, you may ask to serve another bottle
May I open a second bottle for you Sir/Madam?
Food & Beverage

Update: 25.06.08 / CO-FBS-FR-200
Breakage Report Form - Sample
Date_________
Breakage
Item/ Asset Place/
Qty. Unit Price Total caused by/ Name/Signature
Description No. Location
Reason
Breakage Report is to be daily recorded and the original with the breakage kept with the Chef/ Chief Steward with (Logbook or spreadsheet) /
Copy to Finance/Cost Controlling
Date_________
Breakage
Item/ Asset Place/
Qty. Unit Price Total caused by/ Name/Signature
Description No. Location
Reason
Breakage Report is to be daily recorded and the original with the breakage kept with the Chef/ Chief Steward with (Logbook or spreadsheet) /
Copy to Finance/Cost Controlling
Food & Beverage

Update: 25.06.08 / CO-FBS-FR-200.1
Inventory Pre-Count Sheets
"Name of Property"
Equipment
Pre-Count Sheet
OUTLET: DATE:
Asset Code: Quantity:
Item:
Signature Manager: Signature Accounting:
Outlet:
Food & Beverage

Pool Towel Record From
Date: ________________
Room No. Guest Name Time-In Time-Out Qty Remark
Pool Attendant Signature:__________________________________________________________________________
Food & Beverage

Server Accessory Request Form

To be request items provided by the hotel (not uniforms, uniform form is provided by HR) are i.e.:
Cork screw (wine Opener), Wine napkin, Lighter, Pens, Notepads, table crumblier, PDA, Baseball Caps,
Shirts, Sun glasses, setup gloves, cuff links, tie pin etc.
Item Date Qty NAME Signature
Signature Manager: ______________________________________________________________________________
Food & Beverage

Daily Outlet Log Book
Outlet: Date:
Outlet Manager on Duty:
Weather: __Sun __Clouds __Rain __Mixed __ Storm
Outlet Chef on Duty:
Revenue
Daily Month to Date (MTD)
Budget Actual Variance Budget Actual Variance
Food
Beverage
Others
TOTAL
Market Segment F&B
Hotel Occupancy (%): Number of Guests in Hotel: For Walk-in Guests ONLY
In-House Outside Food Beverage Total
Group(s) Total Publications
Guest Guests AV/Cover AV/Cover AV/Cover
Magazine
Breakfast
(Name)
Magazine
Lunch
(Name)
Dinner Directories
Total Word-of-Mouth
Other Hotel
Internet
VIPs:
E-Zines
Hotel Website
Breakage THB:
Guest comment's:
Up-Selling Goals Manning
Item Target Sold Morning Shift

Special 1: Afternoon Shift
Special 2: Evening Shift
Drink 1: Night Shift
Drink 2:
Relieve Shift
Drink 3:
Absent
Drink 4:
Late
Drink 5:
Sick Leave
Vacation Leave
Briefing Topics / Trainings
Pre-Shift Briefing 1:
Cleaning Schedule:
Outlet Manager comment's:
_________________________ _________________________________
Outlet Manager Head of Department
Food & Beverage

Void Report
Void Report
Date
Time
Outlet
Food Item
Bev Item
Reason of
voiding
Check No.
Total THB
Order Taker
Voider
Daily copy to FI/EC and one attached to the daily logbook
Mark Up / % Cost
Wine Supplier Vintage Sales
Cost % mark-up (excl. VAT)
Champagne
Name of Wine, Grape Name of Supplier n/a 80.0% 1,000.00 2,500.00 3,125.00
Name of Wine, Grape Name of Supplier n/a 80.0% 430.00 1,730.00 2,162.50
A/V 80.0% 2,115.00 2,643.75
Sparkling Wine
Name of Wine, Grape Name of Supplier n/a 40.0% 450.00 1,125.00
Rose Wine
Name of Wine, Grape Name of Supplier 2006 40.0% 450.00 1,125.00
White Wine
France
Italy
A/V 40.0% 450.00 1,125.00
Red Wine
France
Name of Wine, Grape Wine Connection 2006 40.0% 450.00 1,125.00
A/V 40.0% 450.00 1,125.00
Wine Suppliers Wines Cost Scale Mark Up/ % Cost Scale Mark Up/ %
Name of supplier 5 THB 0 - 499 40% Champagne Small 430.00
Name of supplier 0 THB 500 - 999 40% Champagne Large 625.00
Name of supplier 30 THB 1,000 - 1,399 40%
Name of supplier 5 THB 1,400 up
TOTAL 40
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.
House Wine - Calculation
Sales
Rose Wine Supplier Vintage Cost Cost % Bottle Glass 1.2 dl Carafe 2.5dl Carafe 5dl
Name of wine Name of Supplier xxxx xxxx #VALUE! xxxx #VALUE! #VALUE! #VALUE!
Sales
White Wines Supplier Vintage Cost Cost % Bottle Glass 1dl Carafe 2.5dl Carafe 5dl
1 Name of wine Name of Supplier xxxx xxxx #VALUE! xxxx #VALUE! #VALUE! #VALUE!
Sales
Red Wines Supplier Vintage Cost Cost % Bottle Glass 1dl Carafe 2.5dl Carafe 5dl
1 Bottle = 5 Glasses AV % #VALUE! #DIV/0! #VALUE! #VALUE! #VALUE!
Drink : B 52
Category : Shooters
Cost THB : 47.33
Sales THB : 130.00
Cost % : 36.40%
Date : February 2008
Approved : EAM F&B
Preparation
Gently pure all ingredients into shot glass by using the back of spoon.
Build up into levels.
Ingredients (Units: ml, cl, dl, lt, oz, gr, pc, pcs, bar spoon, coffee spoon, dash)
Qty Unit Ingredient Cost per unit THB Total cost
0.5 oz Kahlua 36.09 18.05
0.5 oz Bailey 39.39 19.70
0.5 oz Triple Sec 19.17 9.59
Total 47.33
Served with :
Garnished with : Build up into levels, Burn
Glassware : Shot Glass
Drink : Bonsai Pipeline
Category : Shooter
Cost THB : 22.62
Sales THB : 130.00
Cost % : 17.40%
Date : February 2008
Approved : EAM F&B
Preparation
Add all ingredients into shaker, shake well before strain into Shot Glass.
1 oz Vodka 13.03 13.03
0.5 oz Peach Schnapp 19.17 9.59
Total 22.62
Served with :
Garnished with :
Glassware : Shot Glass
Item Name Estimated Used Amount Selected Use Cost per
Bar Condiments Cost Dash Spoon Serving Oz Oz Remark
Worcestershire (Lea & Perrin) 60.00 100 100 0.60
Item Name Estimated Used Amount Selected Use Cost per

Syrup Cost Dash Spoon Serving Oz Oz Remark
Syrup 40.00 150 150 0.27
Item Name Cost per Amount Selected Cost per

Fruit Juice Btl. & Can Serving Oz Amount Oz or Serve Remark
Apple Juice 50.00 33 33 2
Item Name Cost per Amount Selected Cost per

Soft Drinks Btl. & Can Serving Oz Amount Oz or Serve Remark
Coke 7.09 10 10 1
Item Name Cost

Beer Supplier 1 Supplier 2 Supplier 3 Best Prices Minimum Order Remark
Chang 17.92 17.92 24
Item Name Cost Per Estimate Use Amount Selected

Fruits Kg Piece Total Piece Serve Oz Amount Cost per Remark
Banana 1.70 1.70 1.00 1.00 1.70
Category / Item Name Cost Servings/oz Cost per (oz)

Aperitif Supplier 1 Supplier 2 Supplier 3 Best Prices per bottle 0.5oz 1oz 1.5oz Remark
Angostura Bitter 550.00 680.00 700.00 550.00 200 1.38 2.75 4.13
Digestives Supplier 1 Supplier 2 Supplier 3 Best Prices per bottle 0.5oz 1oz 1.5oz Remark
Coeur de Lion Fine Calvados 1,700.00 1,700.00 23 36.96 73.91 110.87

Rum Supplier 1 Supplier 2 Supplier 3 Best Prices per bottle 0.5oz 1oz 1.5oz Remark
Barcadi Light Rum 510.00 510.00 510.00 24 10.63 21.25 31.88

Gin Supplier 1 Supplier 2 Supplier 3 Best Prices per bottle 0.5oz 1oz 1.5oz Remark
Bombay Sapphirre Dry Gin 790.00 810.00 790.00 24 16.46 32.92 49.38

Tequila Supplier 1 Supplier 2 Supplier 3 Best Prices per bottle 0.5oz 1oz 1.5oz Remark
Sierra Gold Tequila 695.00 695.00 23 15.11 30.22 45.33

Vodka Supplier 1 Supplier 2 Supplier 3 Best Prices per bottle 0.5oz 1oz 1.5oz Remark
Absolut Citron Vodka 715.00 715.00 24 14.90 29.79 44.69

Whiskies & Bourbons Supplier 1 Supplier 2 Supplier 3 Best Prices per bottle 0.5oz 1oz 1.5oz Remark
Ballentines 475.00 475.00 23 10.33 20.65 30.98

Single Malt Scotch Whiskies Supplier 1 Supplier 2 Supplier 3 Best Prices per bottle 0.5oz 1oz 1.5oz Remark
Glenfaclas 12yrs 3,200.00 3,200.00 23 69.57 139.13 208.70
Cognac & Brandy Supplier 1 Supplier 2 Supplier 3 Best Prices per bottle 0.5oz 1oz 1.5oz Remark
Hennessy VSOP 1,376.00 1,395.00 1,376.00 23 29.91 59.83 89.74

Liqueurs Supplier 1 Supplier 2 Supplier 3 Best Prices per bottle 0.5oz 1oz 1.5oz Remark
H/W Amaretto 615.00 610.00 610.00 24 12.71 25.42 38.13

Prosecco, Port & Sherry Supplier 1 Supplier 2 Supplier 3 Best Prices per bottle 0.5oz 1oz 1.5oz Remark
Port Fine Ruby 1,130.00 1,130.00 23 24.57 49.13 73.70
Drink : Lost Iceberg
Category : Dara Signatures
Cost THB : 34.54
Sales THB : 180.00
Cost % : 19.19%
Date : June 2008
Approved : Director of Service
Preparation
Add all ingredients together into shaker, shake well before pure into Cocktail longdrink glass.
1 oz Light Rum 13.79 13.79
0.5 oz Blue Curacao 19.16 9.58
0.5 oz Lime Juice 5.95 2.98
0.5 oz Grenadine Syrup 1.79 0.90
2 oz Pineapple Juice 1.52 3.04
1 pc Orchid 1.33 1.33
1 pc Cocktail Cherry 2.93 2.93
Total 34.54
Garnished with : Orange Slice & Cocktail Cherry
Glassware : Cocktail longdrink glass
Welcome Drink Request Form Date:
Estimated Arrival Expected Walk-ins Others (VIP etc.) Reserves (3lt.) Qty. of Drink Unit/ Lt. TOTAL
1 Cup/Glass = 2dl
Receiver
Used at Lobby FO Associate Signature:
Used in Guest Van Sender
Bar Associate Signature:
Welcome Drink Request Form Date:
Estimated Arrival Expected Walk-ins Others (VIP etc.) Reserves (3lt.) Qty. of Drink Unit/ Lt. TOTAL
1 Cup/Glass = 2dl
Receiver
Used at Lobby FO Associate Signature:
Used in Guest Van Sender
Bar Associate Signature:
F&B Revenue Budget against Actual Sales "Month" "Year"
excluding breakfast split XXX "Currency" p.p.
Outlet Rev Centre Budget % Actual % Total Covers In-House G. Outside G. AV/ Cover
FOOD #DIV/0! #DIV/0! #DIV/0! 0.00
Outlet 1 BEVERAGE #DIV/0! #DIV/0! #DIV/0! 0.00
TOTAL 0.00 100% 0.00 100% #DIV/0! 0.00
FOOD #DIV/0! #DIV/0! 0 0.00
Outlet 2 BEVERAGE #DIV/0! #DIV/0! 0 0.00
TOTAL 0.00 100% 0.00 100% 0 0.00
FOOD #DIV/0! #DIV/0! #DIV/0! 0.00
Bar BEVERAGE #DIV/0! #DIV/0! #DIV/0! 0.00
TOTAL 0.00 100% 0.00 100% #DIV/0! 0.00
FOOD #DIV/0! #DIV/0! 0 0.00
Room
BEVERAGE #DIV/0! #DIV/0! 0 0.00
Service
TOTAL 0.00 100% 0.00 100% 0 0.00
TOTAL F&B
FOOD #REF! #REF! 0.00 #DIV/0! #REF! #REF!
BEVERAGE #REF! #REF! 0.00 #DIV/0! #REF! #REF!
TOTAL #REF! 100% 0.00 100% 0 0 0 #REF! #REF!
Outlet 1 AV/Cover Outlet 2 AV/ Cover Bar AV/ Cover Room Service AV/ Cover
Food Food Food Food
Beverage Beverage Beverage Beverage
Total Total Total Total
Capture Ratio Outside Guests%
Outlet 1 #DIV/0!
Outlet 2 #DIV/0!
Bar #DIV/0!
Room Service #DIV/0!
Outlet 1
2007 COVER 2007 AVG 2008 COVER 2008 AVG 2009 COVER 2009 AVG
JANUARY n/a n/a #VALUE! #DIV/0! #DIV/0!
FEBRUARY n/a n/a #VALUE! #DIV/0! #DIV/0!
MARCH n/a n/a #VALUE! #DIV/0! #DIV/0!
APRIL n/a n/a #VALUE! #DIV/0! #DIV/0!
MAY n/a n/a #VALUE! #DIV/0! #DIV/0!
JUNE n/a n/a #VALUE! #DIV/0! #DIV/0!
JULY n/a n/a #VALUE! #DIV/0! #DIV/0!
AUGUST n/a n/a #VALUE! #DIV/0! #DIV/0!
SEPTEMBER n/a n/a #VALUE! #DIV/0! #DIV/0!
OCTOBER n/a n/a #VALUE! #DIV/0! #DIV/0!
NOVEMBER n/a n/a #VALUE! #DIV/0! #DIV/0!
DECEMBER n/a n/a #VALUE! #DIV/0! #DIV/0!
0.00 0 #DIV/0! 0.00 0 #DIV/0! 0.00 0 #DIV/0!
OUTLET 1 REVENUE COMPARISON

1.00
2007
2008
0.90 2009
0.80
0.70
0.60
0.50
0.40
0.30
0.20
0.10
0.00
1 2 3 4 5 6 7 8 9 10 11 12
1
OUTLET 1 COVER COMPARISON
1 COVER 2007
COVER 2008
1 COVER 2009
0
1 2 3 4 5 6 7 8 9 10 11 12
Figures: Monthly sales and statistic report Date made: 29/05/2009

Response to (Name of Hotel/Resort) Domestic Advertising "Year"
PUBLICATIONS "YEAR" ANNUAL
JAN FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV DEC Total
TOTAL 0 0 0 0 0 0 0 0 0 0 0 0 0
In-house guests 0
Walk-in's: 0
Outlet 1
Name of Magazine 0
Eating on Samui 0
Samui Directory 0
Samui Journal 0
Internet 0
TOTAL 0 0 0 0 0 0 0 0 0 0 0 0 0
In-house guests
(excl. ABF) 0
Outlet 2
Walk-in's: 0
Fah Thai Magazine 0
Eating on Samui 0
Samui Directory 0
Samui Journal 0
Internet 0
TOTAL 0 0 0 0 0 0 0 0 0 0 0 0 0
In-house guests 0
Walk-in's: 0
0
Pool
Fah Thai Magazine

Eating on Samui 0
Samui Directory 0
Samui Journal 0
Internet 0
TOTAL 0 0 0 0 0 0 0 0 0 0 0 0 0
In-house guests 0
Walk-in's: 0
Fah Thai Magazine 0
Spa
Eating on Samui 0
Samui Directory 0
Samui Journal 0
Internet 0
GRAND TOTAL 0 0 0 0 0 0 0 0 0 0 0 0 0
GRAND TOTAL
(incl. SPA) 0 0 0 0 0 0 0 0 0 0 0 0 0
Food & Beverage
Standard Operating Procedure Update: 16.06.08 / CO-FBS-SOP-000
Introduction to the F&B Department
The Food and Beverage Department is a challenging department in which to work within a hotel.
F&B Associates are experiencing, statistically analysed, the most guest contact during the entire stay
of a guest. They are not only just serving guests food and drink, but work under the conditions of the
guests mood, their taste, expectations, likes and dislikes.
The only way in which Associates can effectively please a guest is by TEAM WORK, thus giving good
service hospitality. Associates can not give good service hospitality without TEAM WORK. TEAM WORK
is to enjoy WORKING TOGETHER. An Associate has to understand that tasks in a hotel can not be done
alone.
ATTITUDE is important too while working in the Team. Guests view the Associates attitude while they
work at all times.
QUALITY & PROFESSIONALISM of work is very important.
CONSISTENCY
Everything from tables, table settings and the way food is prepared and garnished should be done in
one set manner. For example, if a guest orders a Bloody Mary one day and it has a garnish of celery
stick and lime, the next day the guest orders a Bloody Mary and gets it without celery or lemon garnish
then the standard is inconsistent. This is a very important factor as consistency helps eliminate any
unnecessary guest complaints.
CONSTRUCTIVE CRITICISM
Every Associate must always be open to improvements. There is not one single job that can not be
improved upon, all the way from the top of the chain of command to the bottom. Thus, it is important
to be open for suggestions that management and peers may give.
In summary, Associates must remember the first goal and priority is the guest's satisfaction. Associates
must work together, take pride in what they do, and be willing to accept changes that assist this goal
for better guest satisfaction.
Food & Beverage
Introduction to the F&B Department
WORK TOGETHER - STRIVE FOR PROFESSIONALISM
People who put extra effort into their job obtain success in any profession. Remember:
.
:
1. Be proud of being in the hotel business.

2. The training and experience Associates will gain in dealing with people is priceless.

3. Remember that correct serving hospitality is a part of gracious living.

4. Remembering that a restaurant is the guests dining room away from home should constantly
influence the Associates attitude.

To look is one thing,

To see what you look at, is another.
To understand what you see, is a third.
To learn from what you see and understand is still, something else.
But to act on what you learn is all that really matters.
,
,
,
,
.
Action(s) speaks louder than words
Food & Beverage
Relations with other Departments
It is to be remembered that: "One can not do it alone".
Without the help of the other departments in the hotel, Associates within the Department will not be
able to achieve the Departments goal(s) and collect its rewards.
Good and healthy relations with fellow employees of other departments are essential.
Where would we be without them...?
Some Examples as listed below:
1. Housekeeping
For restaurant, banqueting, room service and bar linen (free of spots & holes).
For dirty trays that Room Service forgets to pick up.
Crispy uniform, well laundered.
To vacuum, polish, dust off all outlets.
The Florist, preparing the eye catchers of all restaurants.
Mini bar (if not allocated to the F&B Department which may apply in some Brands).
Lost & Found Section (if not allocated to the Front Office, applicable in some Brands).
2. Engineering
Takes care of maintenance (broken tables, paint, trolleys, etc.)

Makes sure that water, gas, electricity is always available to meet the needs for cooking and
servicing.
3. Purchasing/Receiving
Anxious in buying the best food on the market available to please customers?
Sometimes to cover up mistakes, like We forgot to order sorry... and rush around.
4. Storeroom
Associates make sure everything is ready for us in time, or get equipment to service the guest.
5. Accounting
Provides Cashiers (may not apply to some Brands)

Provide the financial means in order to purchase equipment and supplies.
Control revenue and expenditures.
F&B Controllers, assisting in generating profit with their guidelines
Food & Beverage
Relations with other Departments
Human Resources
Handle all administrate tasks related also to the F&B Associate team.
Provide guidelines, trainings and the HR policies
Security
Secure the entire property by day and night.
Sales Marketing
Book people in our hotel that occupancy stays high and also promote the property including
F&B outlets.
Front Office
Supplies information of in house guests, profiles, history and stats.

Supports in up selling restaurant & bars.
WORK TOGETHER - STRIVE FOR PROFESSIONALISM
People who put extra effort into their job obtain success in any profession. Remember:
.
:
1. Be proud of being in the hotel business.

2. The training and experience Associates will gain in dealing with people is priceless.

3. Remember that correct serving hospitality is a part of gracious living.

4. Remembering that a restaurant is the guests dining room away from home should constantly
influence the Associates attitude.

Food & Beverage
Restaurant Facilities and its Concepts - Sample
All Corporate Hotels/Resorts and Grands must have a Signature Restaurant. Hotel/Resort Petits may
not have a Signature Restaurant.
Company Service standards are stipulated and referred to in the Corporate SOP Manual CO-
SOP-000.
This format shall be used by each individual company property to give a short and concise
overview similar to a fact sheet, regarding all F&B facilities, as an internal information and
training document.
Sample SOP as below, please fill-in your specific configurations:
Signature Resaurant
Breakfast service: 07:00 14:00

All-day dining: 11:00 18:00
Dinner: 18:00 23:30
Capacity: Depending on the size of restaurant, rooms and brand type
Food selection & design: Cuisine is depending on location, season and clientele. Elegant dining
concept served al fresco or air-conditioned. Ambience is created with
live music (where appropriate) and a superior selection of fine foods as
well as an extensive drink list and carefully selected wines. A daily
changing gourmet English table dhte menu must be available.
Food concept
Breakfast sets are served to the guest with an extensive set selection of modern and classic breakfast
options reflecting the Corporate Culture and Standards. International and Thai/Asian a la carte
cuisine is served during the day.
Beverage Concept
A full international drink list is available, also a small but variety-full wine list serving new world wines
and exquisite wines from Europe. There is also a wine board daily presented with 2 open wines white
and red in a daily rotation.
Type of Service Sequences & Styles
Breakfast sets:
1. Continental breakfast set
2. American breakfast set
3. Thai breakfast set
4. Spa breakfast set
5. Japanese breakfast set
6. The signature breakfast set
In addition 6 other sets are provided
Food & Beverage
Type of Service Sequences & Styles - Continued
Corporate Hotel/Resort Petits may have only a minimum of 6 a la carte set available.
Every in-house guest has the choice of one set per day. Supplement order within the menu is free of
charge.
The Bread Runner:
Bread Runner in the morning serves freshly baked croissants and soft rolls in special bistro-style uniform
with beret and foulard, a la discretion to every hotel guest.
The Coffee & Tea Service:
Is served freshly brewed to every guest, no thermos or pre-brewed beverages are to be served. For
Company Hotel/Resort Grands, a tea selection within the buffet is applicable.
Condiments:
Breakfast condiments such as salt, pepper, sugar, flowers are set on the table. Creamer/milk is served
on a tray upon arrival of the guest.
All day dining:

A la carte menu selection of international, Asian/Thai specialties not exceeding 20 main courses,
insert sheets of monthly promotions is available.
Dinner service:
Gourmet English table dhte menu with a selection of 2 appetizers, 2 salads, 2 soups, 4 main dishes
and 2 desserts is available, daily. The Chef uses a healthy and modern assortments of international
cuisine, either straight or in fusion. An appropriate a la carte menu selection complements the
gourmet menu. Dara Petits may be exempted from offering a table dhte menu.
Children menu:
A small children menu with the emphasis on most-popular is available after breakfast.
Additional Restaurant(s)
Operating hours: Depending on brand, size and location of property.

Capacity: Depending on the size of restaurant, rooms and brand type.
Food selection & design: Service sequences/styles and standards must reflect the DHR Corporate
Culture.
Bars(s)
Operating hours: 10:00 23:30
Food selection & design: Bar beverage requirements according to the Corporate SOP Manual.
Food selection of light snacks and nibbles must be available.
Food & Beverage
Additional Restaurant(s) - Continued
Pool Bar
Operating hours: 10:00 24:00
Capacity: Depending on the size of restaurant, rooms and brand type.
Food selection & design: Refreshing drinks & snacks.
Room Service
Operating hours: 24 hours daily
Food selection: Mix of food and beverage selection from the all-day dining menu with a
10% sur-charge.
Hotels, Resorts and Petits may not 24 hrs Room Service available. Hotel/Resort Grands must have
24hrs room service on offer.
Sur-charge applies for, per room, for every breakfast service served to the lowest- and mid-
range categories.
Breakfast to the highest room category and for the Executive Floor is free of charge.
Mini-Bar
Mini bar is 24hrs available in the guest room, refilled daily. Mini bar is organized either by the
Housekeeping Department or Food and Beverage Department, depending on size and
organizational structure of the company property.
Pre-ordered private mini bar items (by the guest in advance) is available through and in
coordination with the Sales Department or the Reservations Department of the Hotel/Resort.
Food & Beverage
Personal Hygiene, Sanitation & Safety at Work
How does a good server look?

What are the working tools of a server?
Well groomed hair neatly styled (in the locker room, never in the restaurant)
No long hair (the neck has to be visible)
Well shaved, no moustaches or beard
Clean uniform, pressed neatly
No rings or bracelet
Use mild smelling deodorant after bathing
Always use clean service cloth
Wash your hands often
Keep your fingers nails short and clean
The chewing of gum and standing around with hands in the pockets are two absolutely
forbidden practices
Wear dark socks, clean black shoes
Wear comfortable shoes for the good health of your feet
Theses should be carried by a server at all times:
- Order pad
- Hotel pen
- Wine opener
- Table crumbler
- Matches
Food & Beverage
Hygiene & Sanitation
Since service associates handling food that will be brought to a customer, cleanliness and hygiene is
most important to the customers health. It can be stated that personal hygiene is a part of the warm
welcome, which is expect to be received by a customer.
Check your own personal hygiene in the following points:
- Uniform must be spotless and ironed.

- .
- Nail must be kept short and clean.
- .
- No smell of hair. Keep it neatly trimmed and tie it back if it is long (for female).
- .
- Personal appearance, be fresh all day long. (Female) avoid too much make up, strong
perfume or excessive jewellery. If possible, avoid wearing a ring etc. for germ lodge in it.
-
.
Points to be explained
What are bacteria? ?

Bacteria are tiny living creatures that cannot be seen by naked eyes. Only a small proportion of
bacteria is harmful and can cause disease or death.

2. Food borne illness

Food borne illness is due to toxins (poisons) produced by the bacteria concerned.

3. Kinds of food poisoning
Diarrhoea, nausea, vomit, abdominal pain, collapse, severe case of food poisoning can be
fatal.
, , , ,

4. Multiplication of bacteria
Time has an effect on the multiplication of bacteria, which can multiply themselves by 8 within
1 hour.

Food & Beverage
Hygiene & Sanitation - Continued
5. Main sources of bacteria

Raw meat, eggs, daily products, seafood , , ,
Unwashed fruits and vegetables
The human body itself
6. Food hygiene regulations

To prevent contamination, service associates must remember the following points;

- Often wash your hands thoroughly before serving food to customers, particularly after smoking
and using the toilet.
-
- Keep your fingernails short and clean. Dirty nails can be a good breeding ground for bacteria,
which can be transferred to food.
-
- Never cough, sneeze or touch eyes, ears, nose, and scalp since the human body is also the a
main source of bacteria.
.
- Covers all cuts and sores with suitable, clean, waterproof dressing of plasters and change
them at the end of the working session.
-
- Never touch food with your bare hands. Always use service spoon and fork.
- - (Service Gear)
- Keep food covered.
-
- Always carry glasses on a tray, cutlery in service cloth or on a tray. Handle glasses by the
stems. Any cutlery that falls on the floor must be sent to stewarding.
- --

- Avoid smoking.
-
- Never dry any cutlery by blowing but use a clean service cloth instead.
-
- All fallen food must be discarded. Never bring to serve customers. (Besides, cracked or
chipped crockery or glassware should be also discarded by send them to stewarding to make
a breakage report because germs can hide in cracks or chips.)
(
).
Food & Beverage
PERSONAL HYGIENE AND FOOD SERVICE
YOUR GUESTS WANT YOU TO:

LOOK CLEAN AND HEALTHY
GIVE EFFICIENT AND PROPER SERVICE
SERVE CLEAN AND GOOD FOOD
TAKE A COURTEOUS INTEREST IN THEM
YOUR EMPLOYER WANTS YOU TO:

PLEASE GUESTS
BE LOYAL, COOPERATIVE AND DEPENDABLE ON HYGEINE ISSUES
YOUR FELLOW WORKERS WANT YOU TO:

LOOK GOOD AND CLEAN TOGETHER WITH THEM
YOU WANT TO BE HEALTHY
HOW ABOUT YOU?

DO YOU MEASURE UP TO THESE STANDARDS?
Food & Beverage
All associates must pay attention to the sanitation and safety. Incorrect procedures will not only affect
the reputation of a particular outlet but of the whole establishment and might result in heavy losses
and costs.
Sanitation
Sanitation is the practice of keeping the outlet clean by removing dirt and waste. Germs can easily
be transferred to food or utensils by the service associates, which can result in a guest becoming ill.
Sanitation has an important influence on the guests opinion about an outlet.
The way the outlet appears to the guests will influence in determining if the outlet is clean.
Guests perceive that all of an outlet is dirty, if any part is not clean. For example, if restrooms are dirty
they will presume the entire outlet is dirty. If the front of the house appears to be dirty, the guests will
believe the kitchen is also dirty.
Hotels have to be concerned with the way their lobby and other public areas appear as these are
seen by many people.
The outlet manager is responsible for the cleanliness in their outlet. They must have schedule for
cleaning the whole outlet and enforce the highest standard in sanitation.
The Appearance and Personal hygiene of Service associates
Personal cleanliness is very important. Each outlet has grooming guidelines for their employees. These
grooming guidelines should be explained to the employees when hired.
Grooming Standards are stipulated in the DHR HR Policy.
Sanitation practice during service:
- Dont smoke in working areas.

- Dont chew gum or eat when working.
- Dont touch your hair, nose or ears.
- Dont undertake personal grooming in public areas (brushing hair or applying make-up).
- wash hands often.
- Dont cough over F&B products.
- Keep wounds and cuts covered with clean bandage.
- Never touch food with yours bare hands. Use a service spoon and fork or tongue.
- Keep your service cloth spotless. Do not muse for cleaning..
- Carry equipment correctly, to prevent your hands coming into contact with surfaces conveying
food and drink. Use a clean service cloth or tray.
- Handle equipment correctly: cutlery by handles, cups by handles, glasses b the stems or bases
- Discard and damaged cutlery or chinaware (cracked or chipped): these cannot be completely
cleaned and the crack or chip will harbour bacteria.
Food & Beverage
Safety
The outlet manager must be concerned with the safety of both employees and guests. The best way
to practice safety is to practice prevention (to stop something from happening):
- All service employees should be trained to follow the outlets safety rules.
- Service areas and equipment should be inspected before service.
- Any repairs and maintenance should be reported immediately.
Most of the accidents occurring in the outlet arise from falls. This is why the manager will always make
sure that floors are dry and cleaned, the lighting is correct and there are no obstructions in gang
paths and aisles. Following simple safety rules can prevent many accidents.
Safety rules during service:
To prevent falls:
- Walk, do not run!
- Follow an established pattern as you move through the outlet
- Use proper entrances and exits
- Give guests the right of way
- Watch for others as you move around tables
- When you are behind a co-worker let him know where you are to prevent collisions
- Watch for any items such as briefcases on the floor that may cause you to trip
- Make sure there arent any loose mats, frayed carpets, electric cords or any other items lying
around that may cause a person to trip
- Pick up any items that are dropped immediately
- Clean up spills immediately! If you need to leave the area to get a mop make sure the spill is
indicated to others (warn!): use signs or put something solid over the spill so as people have to
walk around it.
To prevent breakages:
- Proper loading of tray: balance the items on a tray so it remains stable; place heavier items on
the part of the tray which is closet to you; place spouts of tea and coffee pots in wards.
- Never carry too many items: when you have a large amount to carry, ask for help or make 2
trips. Remember breakage may be deducted from your service charge.
- Carry glassware and bottles correctly on a tray.
- Do not walk backwards.
- If carrying stemmed glassware by hand, carry by the stem, so rims do not touch. This prevents
chips and cracks.
- Always discard a cracked or broken glass or bottle.
- Never pick up any broken glassware from the floor by hand. Clean by sweeping with a broom.
- Never use a glass as an ice cube scoop.
Food & Beverage
Safety - Continued
To prevent injuries:
- When lifting bend your knees, not your back!
- Be careful when carving meat or filleting fish: use sharp knives; there is more likelihood of cutting
yourself when trying to use a blunt (nor sharp) knife because you exert more pressure: wipe all
knife handles before use to make sure they are not slippery/greasy; store knives correctly and
ready for the next user
- Do not use chipped table ware
To prevent burns:
- Always warn guests if plates are hot.
- Be aware of the dangers of steam: when using the carving trolley or the steam outlet of a
cappuccino coffee machine or when near a bain marie.
- Handle hot dishes or plates with care.
- Use service cloth to protect you when carrying hot plates.
- Use in and out doors correctly.
To prevent fire:
- Position flamb trolley a sufficient distance from the guests table.
- Be careful for the naked flame when using the flamb trolley.
- Never place bottles of spirits near an open flame and keep lids on them regularly check gas
bottles and fittings to detect potential faults or leakage.
- Never smoke in No smoking areas. Empty all ashtrays into metal container, not in a refuse
sack.
- Always check electrical appliances. Report faulty electrical appliances.
- Never use any damaged item. To put out electrical fire, use carbon dioxide or dry powder
extinguishers. Do not use water.
To prevent inappropriate lifting and carrying of loads:
Correct handling and lifting help to protect you from sudden injury by strain and rupture, or ill health
arising out of unconsciously using bad handling methods. Such bad methods are often responsible for
what we call rheumatism, fibrolite or slipped disc. Correct handling makes every job easier.
1. Do not attempt to lift a load, which is too heavy. As a general rule, this is material which is over
10 kg., but this weight depends on the shape and size of the load and the strength of the lifter.
2. If possible, use a trolley when moving material in a crate.
3. For heavy load, divide it and make several trips.
4. When lifting an item from the ground, squat down with the knees apart.
Take a firm hold on the load using a full palm grip. Keep the back straight and upright. Bend the
knees and let the legs do the work. Keep the arms straight and close to the body. Do not twist
the body whilst lifting; avoid sudden movement and twisting of the spine.
5. If a load is too heavy, call for assistance. Do not rush into lifting a heavy load, try the weight
cautiously first.
Food & Beverage
Safety - Continued
6. Clear all obstacles from the area and from the place you intend to deposit the load. Be careful
not to cause injury to other persons. Watch your hand and avoid wearing rings and bracelets.
For item with sharp edges, wear protective gloves.
Essential points for smooth and easy handling of any kinds:
1. Correct grip
Use the palms and roots of the fingers and thumb.
2. Straight back
Lift with the legs and relax the knees.
3. Chin in
Raise the top of the head and tuck the chin in.
4. Correct feet positions
Stand with feet apart with no wider than the hips, with the one-foot forward in the direction you
intend to follow.
5. Arm close to the body.
This enables you to use the body muscles correctly.
6. Body weight
Use your body as a counter balance. Its weight can reduce the necessary muscular effort.
Managers are very concerned about guest and employee safety. Injuries to guests not only have a
negative impact on the reputation of the outlet but can result in important insurance problems.
All associates must know the location of:
First Aid box

Fire fighting equipment
Emergency exits
Fire alarms
Smoke detector
- Supervisors should know the emergency telephone numbers: Hospital, Ambulance, Doctor, Fire
Brigade and Police. These numbers should be posted near the telephone
Food & Beverage
Safety - Continued
When making an emergency call:
Tell operator what you need

Where it has happened: location
Condition of the casualty
All associates must be trained in First Aid
First aid is the emergency care of the sick and injured. A knowledge of first aid is important for food
and beverage associates that small accidents or injuries can be treated immediately and medical
attention can be sought later if necessary. It is thoroughly recommend that all associates complete a
first aid course through a recognized provider. To apply first aid you need to be qualified to correctly
deal with each situation.
What to do in case of injury:

- Remain calm at all times. This will help you to assess the situation and to reassure the injured
person.
- Report all injuries to your Supervisor immediately.
What to do in case of a major emergency (for ex. Fire!):

- Remain calm at all times.
- Contact the Supervisor.
- Follow the outlets procedures (guidelines).
Other Standards and Policies regarding Hygiene and Cleaning Standards are stipulated in the Hotels
& Resorts Hygiene SOP Manual.
Food & Beverage
Dos & Donts in a Restaurant
Objective
The general Dos and Donts listed as below shall give general habits/etiquette which are allowed, not
allowed respectively in a Hotel/Resort and its outlets:
Dont sit down in the restaurant

Dont eat the food of the guest when returned to kitchen

Do smile all the time when talking to the guests

Dont chit-chat with your college in front of the guest

Do always take care of the guest

Guest always comes first

Dont speak loud or shout in the restaurant

Dont run in the restaurant

Do always be sober

Dont scratch your head

Dont bite your nails

Dont play together in the restaurant

Dont flirt with the guest

Dont smoke in the restaurant

Dont ask for tip

Food & Beverage
Dos & Donts in a Restaurant
Dont gum in the restaurant

Do always use a tissue

Dont burp in the restaurant

Dont gossip about the guest

Dont laugh at guest

Dont play with the guest

Dont steal

Do keep the restaurant clean at all time

Do be polite

Dont be over-pushing

Dont speak about the company with the guest

Dont sleep in the restaurant

Dont put your finger in your nose

Do have fun with your work

Dont use the resorts phone for private use

Dont take your mobile phone to the restaurant

Dont touch the guest

Dont put your hands in the pocket

Food & Beverage
Types of Operating Equipment
Restaurant Table
How a restaurant is furnished depends almost entirely on the concept behind the establishment.
The service table holds selection of tableware needed for the mise en place of a service station. The
service table must always be immaculate and orderly, or it is of no help to the server- and is an
eyesore to the guest.
Rectangular table: for four or two, normally used for Banquet operation.
Round table: for four or more persons, normally used fro Banquet operation and Families in the
restaurant.
Square table: for two persons, depend on the style of any restaurants and there need have
used.
Cutlery
1. Soup Ladle 2. Soup Spoon 3. Service Spoon
Food & Beverage

4. Service Fork 12. Fish Knife 20. Fruit Fork
5. Salad Mixing Fork 13. Fish Fork 21. Cantaloupe Spoon
6. Salad Mixing Spoon 14. Sauce Spoon 22. Tea Spoon
7. Salad Fork 15. Oyster Fork 23. Coffee Spoon
8. Table Knife 16. Dessert Knife 24. Ice-cream Spoon
9. Table Fork 17. Dessert Fork 25. Cocktail Fork
10. Table Spoon 18. Pastry Fork 26. Butter Knife
11. Sorbet Spoon 19. Fruit Knife
Glassware
All staff knows about the wide variety of beverages available, but few stop to consider the many kind
of glasses required holding them.
There are three characteristic features of glasses:
Tumbler: is a flat-bottomed glass that is basically a bowl without stem or foot. Its sides may be straight,
flared, or curved.
a) Shot Glass (2 OZ.) e) Cooler Glass (16 OZ.)

b) Old-fashioned/Rock glass (7 OZ.) f) Zombie (13 OZ.)
c) Highball Glass (9 OZ.) g) Pilsner Beer Glass (10 OZ.)
d) Collins Glass (12 OZ.)
Food & Beverage
Footed wares: refer to glasses, which the bowl sits directly on base or foot. Bowl and base may have a
variety of shapes. Traditional footed glasses include the brandy snifter and certain styles of beer glass.
a.) Rocks Glass (7 OZ.) c.) Brandy Snifter (12 OZ.)

b.) Beer Glass (10 OZ.) d.) Hurricane Glass (22 OZ)
Stemware: includes any glass having all three features, bowl, foot and stem. There is a variety of
shapes. Wine is always served in a stemmed glass, as is a straight-up cocktail or a straight liqueur.
Certain shapes and sizes of stemware are typical of specific drinks, such as margarita, Champagne.
e.) Cocktail Glass (4 OZ.) i.) Champagne Saucer Glass (6 OZ.)

f.) Sour Glass (5 OZ.) j.) All-purpose wine (8 OZ.)
g.) Margarita Glass (5 OZ.) k.) Liqueur or brandy (2 OZ.)
h.) Flute Champagne Glass (6 OZ.)
Food & Beverage
Chinaware
The Chinaware was familiar with porcelain. Since the seventh century B.C., but it was introduced to
Europe only in the thirteenth century. Porcelain was for a long time so unaffordable expensive that it
was called white gold. Hotel dishware deserves attention and care.
a.) Dinner Plate or Show Plate (10-12 inches in diameter).

b.) Fish Plate (8-9 inches in diameter).
c.) Pasta plate (8-10 inches in diameter).
d.) Dessert Plate (7-8 inches in diameter).
e.) B&B Plate (5-6 inches in diameter)
Linen
The importance of clean linen and well-set table to the reputation of an establishment is obvious.
I.) Tablecloth
The tablecloth always deserves special attention because it is the most visible table linen. It must
be absolutely spotless and pressed.
a.) Banquet tables/round (1.80m in diameter) = Tablecloth size 240x240cm
b.) Banquet tables/rectangular (1.80 x 0.75m in diameter) = Tablecloth size 240x135cm
II.) Napkin
Napkins can be fold in various style depending on the restaurant concept. Obviously, every
guest should receive a fresh napkin.
a.) Napkin size is 22 x 22
III.) Placemats/Runners/Coasters
Food & Beverage
Standard Operating Procedure Update: 16.06.08 / CO-FBS-SOP-006.1
Special Cutleries & Setup Styles
Special cutlery for special main courses
If there is special cutlery for the main course, the basic a la carte setting will be removed.
Special course Cutlery Other

Fish Fish fork When serving whole
Fish knife fish, set a small plate
for fish bones
Finger bowl
Lobster or Crayfish Lobster fork Toast and butter

Lobster Cracker Finger bowl
Appetizer Fork
Appetizer Knife Small plate for shells
Meat fondue Fondue fork

Main course fork
Main course knife
Cheese fondue Fondue fork Bread cut in cubes

Sauces and
accompaniments
Food & Beverage
Sauces, condiments and accompaniments
Salt and Pepper

Check and refill everyday.
Check that the holes are not obstructed.
Sugar Bowl
Clean and fill every day.
Check that the sugar doesnt stick to the bowl or has become lumpy.
Mustard Bowl
Clean every day. Take the mustard out of the pot, clean the pot properly, refill
with mustard. This is done to prevent a black edge on the pot.
Two drops of oil can be added on the top to prevent oxidation if not used.
Liquid Condiments
Worcester, ketchup, Tabasco and Soya sauces have to be filled up before
service, and the stopper and the neck of the bottle cleaned.
Vinegar and Oil Bottles

Must be kept full all the time. Clean the outside of the bottles.
If the contents are not clear any more, empty the bottle, wash it out,
just with water, no soap and refill it.
Parmesan Cheese
The cheese must look loose and appetizing and must be filled up all the time.
The same procedure has to be done with jam-and honey pots.
Tooth Pick Holder

Has to be filled up all the time with best quality hygienically packed tooth picks.
Bread Baskets
Check for cleanliness. Not applicable to the Dara Serene Restaurants
Food & Beverage
Accompaniments (as part of the set-up)
Every basic table set-up needs salt and pepper, which will be removed before serving desserts.
Just as we have to extend the basic table set-up, sometimes we have to extend the condiments.
Here are some examples:
Course Accompaniments
Half grapefruit, melon, berries, fruit cakes, Sugar
fresh fruit juices.
Air-dried beef, raw ham, smoked meat, Pepper mill

salmon, pizza, cheese cake, cheese fondue,
onion cake, green and mixed salads.
Tomato juice Tabasco, Worcestershire sauce,
Pepper mill, celery stick, salt
Oysters Tabasco, pepper mill,

Worcestershire sauce, shallots
vinegar (or a half lemon)
Risotto, minestrone, pasta, farinaceous Parmesan cheese
dishes.
Grilled beef, when it is not served with herb Mustard, Worcestershire sauce
butter.
Hamburgers Ketchup
Sausages Mustard
Curry dishes Mango chutney, Sambal Olek, Soya

sauce
Cheese Mustard, Cumin
A well prepared table, spotless clean chinaware and silverware, good preparation of salt, pepper
and other condiments make a good impression to our customers and enables us to concentrate on
our main duties which is fulfilling the wishes of our guests.
Food & Beverage
Rules for Clearing and Carrying Plates
Objective
Important rules and techniques apply for handling ceramic, also plates, to prevent accidents and
breakage.
A stack of plates
A stack of plates will be carried always with both hands.
For this, place the service cloth around the plates.
The plates may not be touched by our hands or our body.
One plate
One plate will be held between thumb and forefinger and
the other fingers. But take care that you only touch the rim
of the plate with your thumb.
Two plates (1st method)

The first plate will be held as above. The second plate will be
pushed under the first plate to the fore finger. The other fingers
will support the second plate.
Two plates (2nd method)

The first plate will be held again as above on picture 2. Afterwards,
slightly turn your hand inwards.
Now take the second plate so that it will be supported by the ball of the hand, the forearm and
the little finger.
Food & Beverage
Rules for Clearing and Carrying Plates
Clearing of plates
The basic position is the same as the Two plates (2nd method). Pick-up the first plate and touch the
handle of the fork (to prevent other cutlery from slipping around) and then put the knife at an angle
of 90 under the fork. Pick up the second plate and follow the same procedure as above and on and
on.
Notes
When clearing plates from in front of customers the following points are well worth remembering.
Wait until the head waiter gives the signal to clear.

Start clearing at the correct customer so that you move forward all the time.
Clear from the right hand side of each customer and remember to step back, keeping plates
well clear of customers.
Remove debris quickly and quietly, taking care to put knives under fork bridges at right angles
to forks.
Do not try to carry more plates than you can safely manage.
Practice clearing soup plates on under liners at home if possible, to get used to the sequence
of stacking the soup plates and liners.
Transfer plate from right to left hand and position cutlery.
Place 2nd plate on Left Hand Bridge.
Remove debris to plate to 1, positioning cutlery. Clear of customer.
Food & Beverage
Standard Operating Procedure Update: 16.06.08 / CO-FBS-S0P-007
Service Basics, Techniques (Style) & Sequences
Restaurant Classification
A restaurant is a commercial establishment committed to the sale of food and beverage. A

restaurant may be a licensed part of a hotel operation, whereby the sales of the restaurant
contributes to the sales performance of the hotel as a whole. Restaurants are also independent
business entities under individual ownership and management.

Different types of restaurants:
Restaurants (in general)

A restaurant is a retail establishment that serves prepared food to customers. Service is generally for
eating on premises, though the term has been used to describe take-out establishments and food
delivery services. The term covers many types of venues and a diversity of styles of cuisine and
service.

Coffee Shop/Diner
A concept borrowed from the United States, distinguished by its quick service. Food is pre-plate
and/ or combined with buffet service and the atmosphere informal. Table cover layouts are less
elaborate and have basic essentials only. Diners are characterized by a wide range of foods, a
casual atmosphere, a counter, and late operating hours.

Specialty/Ethno/Ethnic Restaurant
The entire atmosphere and dcor are geared to a particular type of cuisine. Thus restaurants, which
offer Chinese, Japanese, Indian cuisine would be termed specialty restaurants. The service is
based more or less on the style of the country from which the particular cuisine originates.

Theme Restaurants
Restaurants in which the concept of the restaurant takes priority over everything else, influencing
the architecture, food, music, and overall 'feel' of the restaurant. The food usually takes a backseat
to the presentation of the theme, and these restaurants attract customers solely on the premise of
the theme itself.

Gourmet Restaurant
These are high class calibers, serving up more exquisite food and beverages, thus mostly also a more
expensive cuisine. An expected five star/ diamond service with appropriate table layout and
atmosphere is to be experienced in such establishments.

Vegetarian Restaurants
Food & Beverage

As the name states, this is a vegetarian restaurant catering lacto/ovo/vegetarian only cuisine with
food from one or many different countries.
( Lacto)
Pizzeria
While originating as a part of Neapolitan cuisine, the dish has become popular in many different
parts of the world. A shop or restaurant where pizzas are made and sold is called a "pizzeria". In
restaurants, pizza can be baked in a gas oven with stone bricks above the heat source, an electric
deck oven, a conveyor belt oven or, in the case of more expensive restaurants, a wood- or coal-
fired brick oven.

,
Rotisserie
A rotisserie has also become known as a restaurant specializing in spit-roasted meat and chicken.
The word comes from French where it first appeared in Paris shops around 1450. Additionally in
restaurants a rotisseur is the chef responsible for all spit-roasted, oven roasted, grilled and in some
cases fried foods.
1450

Bistro
A bistro is a small restaurant serving moderately-priced simple meals in a modest setting. The
concept developed in Paris, France. Bistros are defined mostly by the foods they serve. Slow-cooked
foods like braised meats are typical.

Brasserie
In France, a brasserie is a caf doubling as a restaurant with a relaxed setting, which serves single
dishes and other meals. It can be expected to have professional service and printed menus (unlike
a bistro which may have neither), but more informal eating hours than a full-fledged restaurant. The
word 'brasserie' is also French for brewery and, by extension, "the brewing business".

Cafeteria
In a cafeteria is little or no table service, whether a restaurant or within an institution such as a large
office building or school; a school dining location is also referred to as a canteen or dining hall.
Cafeterias are different from coffeehouses, although that is the Spanish meaning of the American
word. Instead of table service, there are food-serving counters/ stalls, either in a line or allowing
arbitrary walking paths.

Tea room/Tea house /
Food & Beverage

A tea house or tearoom is a venue centered on drinking tea. Their function varies widely depending
on the culture, and some cultures have a variety of distinct tea-centered houses or parlors that all
qualify under the English language term "tea house" or "tea room".

Fast Food Gastronomy

A fast food restaurant is a specific type of restaurant characterized both by its fast food cuisine and
by minimal table service. Food served in fast food restaurants typically caters to a Western-style diet
and is offered from a limited menu; is cooked in bulk in advance and kept hot; is finished and
packaged to order; and is usually available ready to take away, though seating may be provided.

Bar
A bar (also called a pub or tavern) is a business that serves drinks, especially alcoholic beverages
such as beer, liquor, and mixed drinks, for consumption on the premises. Bars provide stools or chairs
for the patrons along tables or raised counters. Some bars have entertainment on a stage, such as a
live band, comedians or a floor show. Bars that are part of hotels are sometimes called long bars
or hotel lounges.

Coffeehouse
A coffeehouse is an establishment which primarily serves prepared coffee or other hot beverages. It
shares some of the characteristics of a bar, and some of the characteristics of a restaurant, but it is
different from a cafeteria. As the name suggests, coffeehouses focus on providing coffee and tea
as well as light snacks. This differs from a caf, which is an informal restaurant, offering a range of hot
meals, and possibly being licensed to serve alcohol.

Caf
French cafs offer a wider menu, although it is not common for customers to order a full meal.
American cafs may or may not serve alcoholic beverages, and the serving of coffee is incidental
to the serving of food. British cafs, however, do not sell alcohol. In Europe, cafs often have an
enclosed or outdoor section extending onto the sidewalk.

Food & Beverage
Enoteca
Enoteca is an Italian word which literally means wine library, which is used to describe a special type
of local or regional wine shop which originated in Italy, but which has also spread to some other
countries. A genuine enoteca is primarily directed at visitors/tourists which have the possibility to buy
local wines and to taste these wines at a reasonable fee. The reason such establishments were
named after wine libraries was that they were intended as a hands-on source of information on
local wines rather than as regular outlets for larger quantities of each wine, or primarily intended for
established customers.

Service Techniques (Style) & Sequences
Service techniques depend on the following criteria :
1. Service Time
2. Time available the guest has to spend in the restaurant
3. Type of client
4. Service material
5. Qualification of associates
6. Art, style and capacity of the restaurant
Classification of Service Techniques - How do we serve the food to the guest?

-
1. Service by plate/Pre-plated service/American Service

Pre-plated service means that the food is served on the guest's plate, prepared in the kitchen and
brought to the guest. This type of service is commonly used in restaurants where service is required to
be fast or formal. The plates are always served from the right side.

This type of service is suitable for:

A la carte service, banquets, gourmet menus, single components within a menu (first course, mains,
desserts etc.)
Food & Beverage
2. Service by platter/English Service - Silver service

Food is brought on platters by the waiter. Each guest has a pre-heated plate on the table. The waiter
serves from the platter, always from the left side onto the guests plate. For supplement service the
waiter replenishes new platters from the kitchen.


Small banquets, gourmet a la carte restaurants, supplement service, family hotels and events with
guests of different age

Silver service is the name given to the highest standard of table service. This usually includes serving at
table. It is often performed by a silver service "waiter" using service forks and spoons from the
customers left. In France, this kind of service is known as "English Service".
()

Silver service is always served from the left.

Meals are served to the customer from platters, not plated in the kitchen.

The guest to the host's right is served first.
Service continues clockwise.
Plates are cleared from the right.
Glasses are stacked in a diagonal to the right and away, with wine (by course) in order, and then
lastly, water glass in front.
3. Guridon service/Service from a trolley with heating elements

/
The platters from the kitchen are presented to the guest/ host first, then the waiter places the platters
on the sideboard/ trolley with heating elements. The hot plates for the guests are placed in front of the
platters. The waiter serves each item from the different platters onto the hot guest plates and
distributes all prepared plates until each guest has its plate. The platters are presented from the left
side, the plates are served from the right side. The waiter serves each guest using a service spoon and
fork.

This type of service is a very elegant service technique and needs professional waiters and time.


A la carte service, banquets.
4. Voiture service/Service from a chilled or heated trolley
Food & Beverage

Specialties or daily specials/ sets are presented from a moveable (sometimes heated) trolley, and
served on a chilled or heated plate. Salads, cheese or sweets can also be served from the trolley.


Business lunch, combined with buffets or brunches to relief the kitchen during peak times

5. Buffet service
Buffets cater cold or hot food & beverage items.
Buffets can also be part of a menu like a salad-, first course-, or dessert buffet.

Buffets can be themed such as a farmer-, American-, or International buffet.

It depends also on the time of the day like a breakfast, brunch, or lunch buffet.
Or it can be even a beverage, aperitif, liqueur, or coffee-break buffet

We differentiate between self serviced and served buffets. Self-service buffets are operated in a one-
way direction. The guest picks first the plate, then the first courses, followed with the hot items, finished
by the dessert section.

This service is besides the hotel also seen in industrial canteens, colleges, hospitals or cafeterias.
The guest may have to buy coupons. Sometimes food is displayed behind the counter and the guests
may indicate their choice to the counter attendant.


Large banquets, festive banquets, single courses or parts of a menu.

Food & Beverage
Classification of Service Sequences
1. French Service/Family Service /

The food is pre-platted and presented from the left side and placed in the middle of the table. The
guest serves themselves. This type of service is popular in the French and Asian cuisine (i.e. Thai), also
for fondue specialty restaurants. Commonly seen combined with the table dhte service.

French service is suitable for:

Resorts, family hotels and resorts, group hotels, seminar hotels.
2. A la Carte service
la carte or a la carte is a French expression meaning "from the menu", and it is used in restaurant
terminology in one of two ways 2
:
It may refer to a menu of items priced and ordered separately.

It may designate the option to order a main course item along with the choice of an
accompanied side dish included with the dish, at no extra charge.

Service techniques used:

Pre-plated service, platted service, French service, Voiture service
3. Table dhte service

A French phrase which literally means "host's table". It is used in restaurant terminology to indicate a
menu where multi-course meals with limited choices are charged at a fixed price. Such a menu may
also be called prix fixe ("fixed price"). Because the menu is set, the cutlery on the table may also
already be set for all of the courses, with the first course cutlery on the outside, working in towards the
plate as the courses progress.


Pre-plated service, platted service, French service
Food & Beverage
4. Banquet service
A banquet is a large public meal or feast/ event, complete with first, main courses and desserts. It
usually serves a purpose, such as a charitable gathering, a ceremony, or a celebration. The menu, the
time and the location is given; also a banquet is always for a group.


Pre-plated service, platted service, French service, Guridon service, buffet service
5. Room service
Basically a part or a separate menu available to guests served in their room. Also used in hospitals,
residences for elderly people etc. The service might be available around the clock or within a specific
time frame.
6. Catering service
Depending on the event, food and beverages, cutlery, chinaware, stainless and glassware is served
outside the premises. It is either a banquet service or a food delivery catered served by the hotel/
resort or company.

Basic Service Rules
There are basic principles in food and beverage service that a waiter must know and follow:

1. In service always walk on the right side.

2. Never make an abrupt stop whilst walking (The waiter behind you may run into you).

3. Always walk forward not backwards.
4. The service napkin is either on the service station or in the vest pocket.

5. The left hand holds the plate, the right hand serves it.
6. When food is served by the waiter at the table from a platter onto a guest plate, the service is
done from the left.
7. When food is pre-plated the service to the guest is usually done from the right, though modern
convention permits service from the left also.

Food & Beverage
8. Beverages are served from the right.

9. Soups are served from the right unless it is poured by a waiter from a large tureen into a soup
cup in which case it is done from the left of the guest.

10. Bread and butter are served from the left.

11. The fish bowl is served from the left.
12. Ladies are always served first, the oldest before the youngest.

13. Never reach across a customer. Hence, when a guest is present at the table, all items and
equipment on the right of the guest must be placed from the right and items on the left from the
left.
14. Always clear plates when all customers have finished eaten.
15. During clearing or moving food to another plate, slightly turn away.
16. Clearing is done the same way then serving, clockwise and from the right.

17. Never turn your back to the guest whilst talking or working in front of him.

18. Hot dishes from the menu are served on a hot plate, cold items from the menu is served on a
cold plate.
19. For birthday, anniversary or honorable events in general, the honored person is always served
first. But if it is a hosted dinner, the host is always served last.

20. Kids are always served first when accompanied by their parents.
21. Always serve Cutlery and glasses from a service tray.
22. Each drink is served in its respective glass type.
23. Never carry more then four plates when clearing tables.
24. Bread plate, butter, salt and pepper is cleared after main course, unless cheese is served for
dessert.
25. If cheese is ordered, clean cutlery is to be set.
26. After main course is cleared always use a table crumbler.
(Table crumbler)
27. The host or person ordered the wine always tastes the wine, unless the person wishes that
another guest tastes the wine.

28. White wine and Champagne is opened on the table or for Champagne in the hands but never
in the wine cooler.
29. White wine and Champagne is served with a wine/ service napkin to avoid temperature
increase and for protection.

Food & Beverage
30. The label faces always the guest when opening a bottle.
31. If wine is served out of a wine rack/ holder (not decanted wines), wine glasses are taken out
touched on the stem and slightly turned before pouring.
32. Wines are to be tasted by the host before decanting.
33. An ashtray is full and to be cleared after one cigarette bud.
34. For Guridon service; always use both hands to serve each item on the guest plate.

35. For banquets; always remove the napkins after coffee service.

36. Never ever place a service tray or cleared plates on a set, clean or by guests used table.

37. Dome covers are removed straight back to the kitchen and not left on the guest table.

38. Always use large spoon and fork for service cutlery (service by platters, on buffets).

39. Sauces, condiments or bowls are always served with an under plate and doily.

40. Wine capsule is opened below the lip.
41. Dont turn the bottle when opening the bottle with a corkscrew.
42. Always remove all empty glasses before coffee is served.
Food & Beverage
Mise en place
What is the meaning of Mise En Place?

Mise En Place literally this means to put in place generally refers to pre-service preparation, including
setting the tables and stocking up the stations. Also, used in the kitchen where it refers to the pre-
preparation before cooking takes place.
,

Mise-en-place or preparation for service, an example
The general tasks to be completed can consist of the following example

:
1) Check the reservation book.
2) Make out the seating plan for the day to allocate guests accordingly.

3) Make out a plan of the various stations and the waiters working at each station.

4) Place all tables and chairs properly according to the restaurant layout.

5) Check that tables and chairs do not rattle or wobble.

6) Clean the arm wrists and dust the cushions.
7) Ensure that the under cloth on the table called the Molton is fixed on the table.

8) Spread fresh table cloths, napkins and all other restaurant linen where required.

9) Place the covers on the table i.e. setting cutlery, crockery & glassware on the table. The place
allocated for cutlery, crockery & glassware for one person is known as Cover.

10) Wash, clean, wipe, sanitize, dry and polish all cutlery, crockery, glassware, china, etc.

11) Remove all withered flowers, buds and other foliages to be replenished with fresh ones.

12) Scrape and clean all candle stands, wipe and polish them and fit in new candles.

13) Wash and wipe all kinds of sauce bottles and refill them.

14) Clean mnage sets by polishing and wiping them. Check for free flow by cleaning the
perforations/ holes. Always fill the cruet sets up to 2/3rd to ensure convenient shaking.

Food & Beverage
Mise en place
15) Check, count, cluster and tie the linen, make a bundle, exchange from linen room.

16) Carry the cutlery, crockery, glassware from back area and stack them in the side boards/
drawers etc.
Getting Ready for Service

1. Condiments: salt, pepper, ketchup, mustard, syrups, and related items that guests apply to food
to adjust its taste to their personal preference. : , , , ,

2. Service Areas (Dining Room): a (usually) non-public area close to the dining room used to house
coffee machines, ice bins, service ware, and related supplies needed by service associates.
():

3. Briefing (Training): a brief informational training session held before the work shift begins, and
finished by the debriefing after every service. ():

Topics to include :
Station allocation for all associates.
Daily special by consulting the Chef therefore, one special every day at Lanna Seafood and Dara
Serene.
Special drinks; always 3 drinks : :
One glass of sparkling or rose, one non-alcoholic cocktail, and one alcoholic cocktail
1 , 1 1
Two to three open wines to promote. 2 3
Explain individual items and ask specific questions to ensure the comprehension of given
explanations.
VIP, repeated guests or other guests who need special attention.

Reservations including table assignments and special remarks.

Who is up selling wines (besides the managers and captains.
()
New instructions, memos, birthdays and information issued by the management and Front.

Target sales to achieve (i.e.: THB 1,000 net per average check at Lanna Seafood) and what the
outlet has achieved the day before.
( 1,000 )
Non-available food items.

Non-available wines.
Estimates of business volume.
Food & Beverage
Mise en place
Mise En Place must be done before dining rooms are opened.

Side work tasks can be rotated among service commis = F&B Servers and Runners, so that no
employee consistently gets the easy or hard assignments.

A good Mise En Place is 50% of your work done and it enables you to pay full
attention to your guests during service time.
50%
1 Prepare for food and 1.1 Follow a jobs checklist and/or work schedule according to
beverage service policies and procedures.

1.2 Liaise with other team members on the table/room setup, type of
menu, style of service and wine/drink list.

1.3 Liaise with the chef about the menu, available portions and
specials.
1.4 Carry out mise en place according to procedures and
requirements.
1.5 Check availability of bar stock and food items, equipment
cleanliness and quantity required for food and beverage service
in accordance with systems and procedures.

2 Serve menu, bar and 2.1 Greet customers courteously and appropriately according to
wine list items to allocated table plan and provide relevant information to
customers customers.
2.2 Recommend and up-sell menu items, alcoholic and non-
alcoholic beverages to meet individual needs, special requests or
dietary requirements of customers.

2.3 Prepare alcoholic and non-alcoholic beverages and serve menu
items and wines, using appropriate service methods to meet
customer expectations of quality, presentation and timeliness of
delivery.

2.4 Work co-operatively as part of the floor/bar team according to
the work plan.
2.5 Follow workplace safety and hygiene procedures.

2.6 Provide quality customer service and deal appropriately with
Food & Beverage
Mise en place
complaints according to enterprise procedures.

2.7 Identify problems, determine possible solutions and take
appropriate action to resolve the situation according to job role.

2.8 Process accounts and payment and farewell customers.
appropriately.
3 Complete end of 3.1 Complete end of service procedures in accordance with
service procedures procedures, occupational health and safety requirements and
environmental considerations.

Store food and beverage service items, equipment and
commodities appropriately to minimise waste.

3.2 Check bar closing stock; prepare a requisition for replacement
stock where appropriate.

3.3 Participate in debriefing sessions with colleagues where
appropriate, identifying possible improvements.

Processing accounts may
1. Depositing money in cash register, processing and giving
include the following:
change.

2. Using an electronic POS system with touch screen and /or
PALM order pad. POS
3. Processing credit cards manually.

Environmental considerations
include: 4. Recycling and minimisation of waste.

5. Responsible disposal of waste.
6. Efficient energy use.
7. Efficient water use.
Food & Beverage
Mise en place
End of service procedures may

include: 8. Safe storage of food and beverage items.
9. Cleaning procedures related to floor and bar areas and
equipment.
10. Debriefing sessions including quality service reviews.

11. Re-stocking.
12. Preparations for the next service period.

Food and beverage service
must cover the following service 13. Breakfast.
periods: 14. Lunch.

15. Snack/ high tea (optional). ( )
16. Dinner.
17. Supper (optional). ()
Types of menu and styles of
service will vary according to 18. Table dhote (set menu).
enterprise and occasion but 19. A la carte.
may include:
20. Function (cocktail, finger food, set menu or buffet).
.. ( )
21. Caf/bistro espresso coffee service.
22. Afternoon tea service.
23. Wine service.
24. Cocktail bar service.
25. Plate service.

Mise en place may include:
26. Preparing bar garnishes, condiments and other commodities.

, ,
27. Preparing alcoholic and non-alcoholic beverage orders.

28. Collecting and checking the mise en place for silver/ guridon
service.
()
29. Preparing guridon items. ()
30. Organising service-ware and equipment.

Food & Beverage
Dara Hotels & Resorts

Standard Operating Procedure Update: 16.06.08 / DHR-CO-FBS-S0P-007.1
Mise en place
Food and beverage service

31. Glassware (alcoholic and non-alcoholic) (
equipment may include:
)

32. Ice buckets
33. Crockery
34. Cutlery
35. Platters, lids and covers
36. Service utensils
37. Oven to tableware
38. Condiments and condiment containers

39. Linen
40. Chairs
41. Tables
42. Food menus
43. Wine/bar/cocktail lists
44. Display materials
45. Tea and coffee making equipment.
46. Espresso machine
47. Electronic Point of Sale (POS) system with touch screen and/or
PALM order pad.
48. EDC equipment = Credit Card Terminals.

Information provided to
customers may include: 49. Food menu options, choices and specials.

50. Wine/cocktail drink list choices and specials.

51. Product knowledge of food, alcoholic and non-alcoholic
beverages.

52. Local area knowledge and venue facilities.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. 6
Food & Beverage

Standard Operating Procedure Update: 16.06.08 / DHR-CO-FBS-S0P-007.1
Mise en place
Special requests or dietary

requirements may include: 53. Cultural needs and restrictions.
54. Specific dietary requirements related to medical requirements,
such as food exclusions for allergies and medications, and
diabetic/other diets.

55. Preferences for particular ingredients and cooking methods.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited. 7
Food & Beverage

Update: 16.06.08 / CO-FBS-SOP-008
F&B Cooking Terms & Ingredients
Beer with a fruity characteristics yet more bitter than most. It is fermented at a
Ale
very high temperature causing the yeast to rise to the top.
Aperitif A drink served before the meal to stimulate the appetite such as a fortified or
aromatized wine in a vermouth style. The term now refers more to the time the
drink is served than what it consists of.
Appetizer A small course dish usually served before the main entree.
Aromatized Wine This includes vermouth, and the quinined or other aperitif wines of various
countries, whose alcohol content is 15 to 20 percent.
Heart-of-The- Usually means the kitchen and storage area, and all those who work in that
House area. (Chefs, Prep-cooks, dishwashers etc.)
Bitter Bronze or Red colored Beer, usually more acidic than most. The cause of this is
the extra hops in the fermentation process.
Bitters A flavor enhancer made from berries, roots, and herbs, usually used to provide
smoothness to biting whiskey.
Brandy A spirit aged in wood, obtained from a fermented mash of fruit or the distillation
of wine.
Bring Back An entree that is taken back to the kitchen because it is unsatisfactory to the
customer. (Overdone steaks etc.)
Runner Person in charge of cleaning and resetting the tables. Other duties sometimes
include bringing in stock from the kitchen, emptying the garbage, and
unfortunately cleaning up after the wait staff.
Check Cover A book used to store the check and payment of the check to and from the
table.
Chef The person usually in charge of Food Creation, Ordering, and Back-of-the-house
management.
Cobbler A tall drink served in a Collins or highball glass, filled with crushed ice, wine or
liquor, and garnished with fresh fruit and mint sprigs. The traditional cobbler is
made with sherry, pineapple syrup, and fresh fruit garnishes.
Collins A tall glass filled with ice, sugar, a spirit, citrus juice, and club soda or seltzer.
Cooler Usually served in a tall glass such as a Collins or highball, consisting of a

carbonated beverage such as ginger ale or club soda, a wine or spirit, and a
lime or orange rind cut in a continuous spiral, hooking over the rim of the glass.
Daisy An oversize cocktail such as a Margarita, made with proportionally more

alcohol, sweetened with fruit syrup, and served over crushed ice.
Dry A term used for wine, liquor, or a cocktail to indicate a lack of sweetness. For
example, a dry Martini is one without very little vermouth, which is the fortified
wine that adds sweetness to the spirit.
Dry Beer Because it is cold filtered, it supposedly leaves no aftertaste.
Food & Beverage

Falernum Syrup from the Caribbean made of mixed fruits, sugar cane, and spices, used to
sweeten mixed drinks.
Fizz A drink named for the siphon bottle that added, "fizz" to a recipe of sugar, citrus
juice, and, traditionally, gin.
Flip A cold, creamy drink made with eggs, sugar, citrus juice, and a spirit. It got its
name in Colonial times, when a hot flip iron was used to mull the ingredients in
the drink.
Front-of-the- Any area the guest will see, and the staff that works it. (Wait staff, Busser,
House Host/Hostess, Bartender)
Fortified Wine It includes Sherry, Port, Madeira, Marsala, etc. The alcohol content is between
14 and 24 percent.
Grog A rum based drink originally served to sailors. The contemporary version consists
of rum, fruit, and sugar.
Julep Made with crushed ice, usually Kentucky bourbon, sugar, and mint leaves.
Lager Beer brewed from malt, hops, water, and in some cases cereals such as cracked
rice or corn grits. It is fermented and stored for aging, and carbonated.
Liqueur A beverage naturally processed or manufactured by adding a flavoring to a

distilled spirit. The flavor accents include, but are not limited to, almond,
strawberry, orange, coffee, hazelnut, mint, and chocolate.
Malt Liquor This is a malt beverage that is brewed like beer but contains a higher
percentage of alcohol. It is usually pale and light in color.
Mist Spirits added to a full glass of crushed ice.
Mull Drinks where the ingredients are heated for thorough blending.
Neat Term for serving a spirit straight, in a glass without any ice or mixers.
Negus A hot, sweet wine drink traditionally made with Sherry or Port.
On the Fly A command usually barked at the Line Cook when a food item is needed in
emergency. Used in Bring-Back situations, and when the server forgets to put in
an order.
On The Rocks Term denoting spirits poured over ice cubes.
Pilsner Used to describe beers that are light in color.
Porter Variation of Stout, usually lower in alcohol, with bittersweet taste and a dark
color.
Pousse-Cafe Made from several liqueurs and cordials, each having a different weight and
color so when poured one on top of another, they layer and "float."
Rickey A drink consisting of lime or lemon juice, mixed with gin or some other spirit and
club soda, usually with no added sweetener.
Food & Beverage

Rolling Silverware Silver that is wrapped in a napkin and tied off with either sticky paper or string.
Shooter A mixed drink or shot of some kind of spirit, swallowed in one gulp.
Sling A tall drink usually served cold, made with spirits, lemon juice, and sugar, and
topped off with club soda..
Sour A short drink made with lime or lemon juice, sugar, and sprits.
Spirit A beverage made from the distillation of a liquid containing alcohol. The alcohol
content of the original liquid matters very little, as the distillation process
separates all the alcohol out from the liquid. Congeners, flavor compounds, may
also be separated from the original liquid along with the alcohol. The congeners
provide the spirit with its distinct characteristics.
Stout Very dark ale that is slightly bitter and malty. Roasted barley is added to flavor a
color the brew.
Swizzle This was originally a tall rum beverage filled with cracked ice and stirred with a
long spoon, twig, or stirring instrument until the glass was frosty. These days, any
tall drink made with spirits and crushed ice and stirred with a rod until frosty is
called a "swizzle."
Toddy Originally this was a hot mixture of spirits, sugar, and spices like cloves and
cinnamon, lemon peel, and water, served in a tall glass. Today it may be served
cold, with any combination of spirits, spices, and ice.
Whisky A spirit aged in wood, produced from the distillation of a fermented mash of
grain. Examples are Canadian whisky, Irish whiskey, Scotch whisky, Rye whisky,
and Bourbon whiskey.
COOKING TERMS
Saut (French) to cook food in an open pan in hot shallow fat, tossing the food to prevent it from
sticking.
Sear to seal the surface of meat by cooking over a strong heat-.
Garnish an edible decoration added to a savoury dish to improve the appearance.
Gratin (French) a dish cooked in the oven or under a grill so that it develops a brown crust.
a la Broche
French) Cooked on a skewer over a flame. See Brochette.
(French)
a la Carte
French) Each menu item is priced separately: Foods prepared to order.
(French)
a la King French, A Bechemel sauce containing mushrooms, green peppers, and red
peppers or pimentos.
a la Mode a la Mode(French) Refers to ice cream on top of pie. (French) Refers to ice cream
Food & Beverage

(French) on top of pie.
Al dente (al- al dente (al-Den-tay) In Italian the phrase means "to the tooth"and is a term used
Den-tay) to describe the correct degree of doneness when cooking pasta and vegetables.
The food should have a slight resistance when biting into it, but should not be soft
or overdone or have a hard center.
Au Gratin
To top food with cheese or bread crumbs, then baked.
(French)
Au Jus (French) Served with natural juices
Au Naturel
Food that are plainly cooked.
(French)
Bearnaise A sauce made with a reduction of vinegar, wine, tarragon and shallots and
Sauce (French) finished with egg yolks and butter.
Bchamel
Add milk or cream to a white roux and voila! It becomes a bchamel.
(French)
Balsamic Balsamic vinegar is a centuries-old specialty of Modena, Italy, is made from

vinegar reduced grape juice and is aged and blended for many years in a succession of
casks made of different woods and gradually diminishing in size. The result is a
thick, tart-sweet, intensely aromatic vinegar.
Chasseur French for "hunter" this American-French term refers to food prepared "hunter-
(French) style," with mushrooms, onions, tomatoes, various herbs and sometimes wine. Used
on such items as poulet chasseur.
Marinade A seasoned liquid in which foods such as meat, fish and vegetables are soaked
(French) (marinated) in order to absorb flavor and, in some instances, to be tenderized.
Most marinades contain an acid (lemon juice, vinegar or wine) and herbs or
spices. The acid ingredient is especially important for tough cuts of meat because
it serves as a tenderizer. Because most marinades contain acid ingredients, the
marinating should be done in a glass, ceramic or stainless steel container-never in
aluminum
Marinate To immerse food for varying lengths of time in a liquid so that the flavors develop;
a marinade also tenderizes, flavors, softens and preserves ingredients.
Marsala Imported from Sicily and made from local grapes, Marsala is Italy's most famous
Fortified Wine. It has a rich, smoky flavor that can range from sweet to dry. Sweet
Marsala is used as a Dessert Wine, as well as to flavor such desserts as the famous
Zabaglione. Marsala wine is used to create such items as, chicken marsala.
remoulade a classic French sauce made by combining homemade mayonnaise, mustard,

[ray-muh- capers, cornichons, roasted peppers, bermuda onion, herbs and assorted
LAHD](French) seasonings.
rilletes [rih- meat, usually pork, slowly cooked in seasoned fat and pulverized into paste,
LEHTS](French) served as an appetizer spread
Food & Beverage

rissole [rih-
small partially cooked potatoes browned in butter
SOHL](French)
soubise [soo-
a rich, velvety sauce of cream and pureed onions
BEEZ]
tapenade [TA-
a full flavor condiment of capers, anchovies, olives, garlic, lemon juice and olive
puh-
nahd](French)
oil.
Hors doeuvres Appetizers or "finger food" served usually with cocktails. It is often the first course of
(French) either lunch or dinner service.
a la minute Style of preparation where the food is cooked to order fresh, often right before the
(French) guests. Food done a la minute is a perfect suggestion for a food station.
Amuse-gueule "To amuse the stomach" - a tasty small snack compliments of the chef to endear
(French) him to the patrons. Sometimes known as an "amuse-bouche", or "to amuse the
palate".
Brule (French) literally "burned": such as with caramelized sugar on crme brulee.
Canaps
Class of hors d'oeuvre that are always served on small pieces of bread.
(French)
en croute Encrusted in puff pastry. A great way to prepare soup when the desire is maintain
(French) a high temperature through a long waiting period.
French Ham Bayonne: Dry cured and smoked. Eaten raw
French Ham Campagne: Sweet cured and well smoked. Eaten raw
Barding Fat wrapped around lean joints to improve flavour and texture
Blanche(French) Place in cold water, boil refresh ( to whiten )
Blanching To plunge meat into boiling water to remove impurities
Bratt pan A large tilting pan with lid
Brawn A jellied meat dish made from pigs head and feet
Brine Solution of water, salt and saltpetre
Carcass Slaughtered, dressed animal
Char grill A semi solid topped grill
Chine Removal of back-bone
Dissection Division of carcass into joints
Flare Grill A bottom fired grill usually with a bed of bricks
Griddle This involves the cooking of prime food on a greased metal plate
Jacket Boiler A double skinned boiling kettle witch may be tilted
Larding Strips of fat inserted into lean joints to improve flavour
Food & Beverage

Offal The edible internal organs of an animal
Pane (French) The coat, flour, eggwash and breadcrumb
Pickled Steeped in brine
Plat Sauter A shallow copper pan with straight sides
Poele (French) A black frying pan with curved sides
Refreshing To wash meat under running water after blanching to clear impurities
Salamander A top fired grill
Salpetre (French) Nitrate of potash to colour and preserve
Sauter (French) Sauter is a term used to describe the process of shallow frying of butchers meat
and poultry
Sauteuse
A shallow copper pan with sloping sides
(French)
Score Shallow cuts in skin to facilitate heat penetration
Sealing To fry joints to be roasted in hot dripping to seal the outer surfaces
Side Half of a carcass split lengthways
Skimming To remove fat and scum from surface of cooking liquor
Steel A hand held sharpening tool
Stir Fry This term is applied to small pieces of butchers meat and other foods when they
are tossed together in a wok. This popular method of cookery originates from
oriental cuisine
Trivet A wire frame to keep roasting meat out of fat during cooking
Food & Beverage

Additional Cooking Terms
Absinthe
A bitter liqueur distilled from wormwood and flavored with a variety of herbs. Often disolved with water
that produces a milky-white appearance. The flavor is that of anise.
Acetic Acid
Acetic acid is formed when common airborne bacteria interact with the alcohol present in fermented
solutions such as wine, beer or vinegar.
Adobo sauce
This dark-red, piquant sauce (or paste) is made from ground chiles, herbs and vinegar, common to
Mexico. Chipotle chiles are often found packed in adobo sauce.
Agar-agar
Agar-agar is an extract of seaweed from the Indian and Pacific oceans. When dissolved, it sets to a jelly
and can be used as an emulsifier in ice cream, desserts and soups.
Agave
A large plant from Mexico, with fleshy leaves. The baked and fermented pina (center core) from the blue
agave is used to make fermented drinks such as pulque, mescal, and tequila.
Ahi - The Hawaiian name for yellowfin, as well as bigeye tuna.
Allspice
The pea-sized berry of an evergreen tree native to the West Indies, Africa and Jamaica. It tastes like a
combination of a number of aromatic spices. Often used with Middle Eastern cuisine.
Almond Paste - A blend of ground almonds, sugar, and glucose. Used in a variety of confections.
Amaretti - A crisp airy Italian cookie similar to a macaroon with an intense sweet almond flavor.
Amaretto
An almond flavored liqueur, often made from apricot pits. This original Italian liqueur if also made in the
US.
Anaheim Chiles
This mild, long green chile is named for the area where it was originally grown. These are often sold
canned, whole or chopped.
Ancho Chiles
A dried poblano chile with a smoky flavor and medium heat. They range in color from dark red to almost
black.
Anchovy
A small sea fish, common to the Mediterranean, and also harvested in the Black Sea, the Atlantic and
the Pacific Oceans. These filleted, salt-cured fish are canned in oil. Common to French and Italian cuisine
and used in the famous Caesar Salad along with a number of sauces, tapenades, and pizzas.
Anise
Food & Beverage


A spice whose flavor is reminiscent of licorice, usually bought ground. Used for centuries and now found
in cookies, cakes and liqueurs.
Arborio Rice
The high-starch kernels of this Italian-grown grain are shorter and fatter than any other short-grain rice.
Arborio is traditionally used for risotto due to its creamy texture.
Arrowroot
From a dried rootstalk, this white, powdery thickener is preferable to cornstarch because it provides a
clear finish.
Artichoke
The globe artichoke is cultivated mainly in California's midcoastal region. It's the bud of a large plant
from the thistle family and has tough, petal-shaped leaves. Usually steamed and the pulp of the leaves
eaten with drawn butter or mayonaise.
Arugula
Arugula has a pepper and mustard flavor used in salads, soups and sauted vegetable dishes.
Asiago
A semifirm Italian cheese with a rich, nutty flavor is mainly used for grating as a substitute for Parmesan. It
was traditionally made with sheep's milk, today it is often made with cow's milk.
Baking - Cook in a dry heat in an oven. Baking can be done uncovered as in bread that results in a crust,
or covered to seal in the moisture as in a casserole.
Basting - is the spooning of liquid over food while cooking.
Batter - is the uncooked mixture of ingredients, including flour and eggs that is thin enough to be poured
or spooned.
Blanching - plunging food into water for a short period of time usually to remove the skin more easily or to
preserve the texture and nutritional value of the vegetable while killing germs on the skin.
Baking Powder
A leavening agent composed of baking soda an acid, such as cream of tartar, and cornstarch. When
mixed with a liquid, it realeses carbon dioxide gas bubbles that cause a bread or cake to rise.
Baking Soda
Bicarbonate of soda. Acidic liquid ingredients like sour milk, sour cream, buttermilk, yogurt, molasses, and
lemon juice help baking soda produce the gases which make a batter rise.
Basil
A member of the mint family, this ancient herb has a pungent flavor. A popular herb in Mediterranean
cooking and a primary ingredient in Italian pesto. Used both fresh and dried.
Baste
To spoon or brush food as it cooks with melted butter or other fat, meat drippings or liquid such as stock.
In addition to adding flavor and color, basting keeps meats and other foods from drying out.
Bavarian cream
A dessert made from an egg custard stiffened with gelatine, mixed with whipped cream and sometimes
fruit puree or other flavors, then set in a mold and served chilled.
Food & Beverage

Bay Leaf
An aromatic leaf that comes from bay laurel. Used whole, halved, or ground. One of the primary
ingredients in a bouquet garni, it lends a slightly bitter, pungent seasoning to soups, stews, and stocks.
Bechamel
One of the "Mother" sauces, this white sauce is made by adding milk to a roux.
Bisque
A seasoned shellfish puree flavored with white wine, cognac, and fresh cream, used as the basis of a
soup.
Blanch
To place foods in boiling water briefly either to partially cook them or to aid in the removal of the skin (i.e.
nuts, peaches, tomatoes). Blanching also removes the bitterness from citrus zests.
Blini
A small thick savory pancake made with a leavened batter that contains both wheat flour and
buckwheat flour.
Blue Cheese
A cow's milk, semisoft, blue-veined cheese with a very strong aroma. Similar cheeses include France's
Roquefort and Italy's Gorgonzola.
Boil - Liquid produces bubbles over high fire.
Boiling - Is heating liquid until it continuos bubbles break the surface.
Broiling - Is cooking directly under a very hot heating unit.
Bouquet Garni
Traditionally composed of parsley, thyme, and bay leaf, this herb bundle gives stew, soup or stock an
aromatic seasoning. The bouquet garni needs to be removed before serving.
Braising
A cooking method where food (usually meat) is first browned in oil, then cooked slowly in a liquid (wine,
stock, or water).
Brioche
A sweet French yeast bread that is composed of flour, sugar, yeast, milk, butter, and egg yolk. Brioche
has a unique lightness, flavor and aroma.
Bulgur
Whole wheat which has been boiled until tender and the husk is about to crack open, then dried. It is a
common ingredient in Arabic (burghul), Turkish (bulgur), and Cypriot (pourgouri) cooking. The primary
ingredient for Tabouleh.
Caramelizing - is melting of sugar over a low heat until it becomes golden brown.
Chopping - is cutting into coarse or fine irregular pieces.
Coating - is the even covering of food with wet or dry ingredients.

Food & Beverage

Cooling - is when you allow cooked food to stand at room temperature.
Coring - is the removal of the center of a piece of fruit.
Crisp - is a state of cooking that yields an vegetable that is not corked through.
Crushing - is used to release as much of the flavor as possible. It is the process of pressing the item into
very fine particles.
Cubing - is usually the cutting of food into equally sided, three dimensional squares approximately 1/2
inch or larger.
Cut up - is the cutting of a food item into irregular pieces or the separating of parts such as a chicken by
using a knife.
Calvados
An apple brandy from Normandy, France made from cider that has been aged for up to two years and
distilled.
Canadian Bacon
The large rib-eye muscle of the pork loin, cured and smoked. It is boneless and usually lean, and not at all
like the American cured bacon.
Cannellini Beans - A large, white kidney bean used often in Italian cooking. They are available canned or
dried.
Capers - The small buds of a Mediterranean shrub. They are usually pickled in vinegar or dried and
salted.
Carambola
Known as star fruit, this golden yellow fruit is grown in the West Indies, Indonesia, and Brazil. When sliced,
the fruit has a star shaped. The flesh of the carambola is juicy and highly acidic. Its taste is reminiscent of
plums, grapes, and apples.
Caramelized Sugar - Sugar that has been cooked until it reaches a caramel color.
Caraway Seed
Caraway is a member of the parsley family. The seeds are used as topping on breads and savory
pastries, and as accompaniments to a number of German, Hungarian and Austrian cuisine.
Cardamom
The pods of an aromatic Indian plant is a member of the ginger family. The seeds of the pods are dried
and used as a spice. It is a very expensive spice. cardamom is used mostly in Indian and Scandinavian
cooking.
Carpaccio
Originally, paper thin slices of raw beef with a creamy sauce, invented at Harry's Bar in Venice. The term
also describes very thinly sliced vegeatables, raw or smoked meats, and fish.
Chayote
A crisp, delicate, light green squash that was a staple crop of the ancient Aztecs. It is ideal for stuffing,
popular as a salad in Mexico and found in France as "christophene."
Food & Beverage

Chill - Keep cool in the fridge
Chop - Cut into non-uniform pieces
Chipotle
Smoked dried jalapeno chiles. The distinctive smokey flavor and unique heat is used to flavor
Southwestern and Mexican dishes. They are sold both dried and in cans, in a vinegary sauce called
adobo.
Chorizo
This highly seasoned hog link sausage flavored with garlic, chili powder and other spices, is widely used in
Mexico and Spanish cooking.
Cilantro
Also known as Chinese Parsley, this herb is often used in Chinese and Mexican cooking. It resembles and
is often used like parsley. The seeds of this aromatic plant are known as Coriander, when dried, used as
spices (whole or ground).
Cioppino
A dish, created in San Francisco, consists of a stew of white fish, large shrimps, clams, and mussels, with a
garlic, tomato, and white wine base.
Cloves
The brown, hard dried flower buds of an aromatic Southeast Asian evergreen. Ground, they are used in
cakes and soups. Whole, they add flavor to mulled wines and ciders, as well as used in cooking whole
hams.
Cocoa
The pods of the cocao tree which are processed to remove the cocoa butter and ground into powder.
There are two types of powder, American and Dutch.
Concasse - A mixture that is coarsely chopped or ground, such as a tomato concasse.
Confectioners Sugar
Powdered sugar, often used in baking and in frostings.
Confit - Meat, usually goose, duck, or pork cooked in its own fat.
Cornmeal
Dried corn kernels that have been ground in one of three textures fine, medium or coarse. Also known
as polenta, it is similar to semolina in texture. Cornmeal is available as yellow, white or blue, depending
on the type of corn used.
Cornstarch
A dense, powdery "flour" obtained from the endosperm portion of the corn kernel. Cornstarch is most
commonly used as a thickening agent for puddings, sauces, soups, etc.
Coulis - A thick puree of vegetables or fruit
Couscous
Pellets of wheat semolina that has been ground, moistened, and rolled in flour. It is a staple dish in the
Middle East.
Food & Beverage

Crab Louie
A cold salad in which lump crabmeat on a bed of shredded lettuce is topped with a dressing of
mayonnaise, chili sauce, cream, scallions, green pepper, lemon juice and seasonings
Cream of Tartar
The common name for potassium bitartare, the white powdery crystalline acid formed inside wine casks.
It is used in many baking powders, baking dishes and to stabilize beaten egg whites.
Crme anglaise
The French term for a rich custard sauce that can be served hot or cold with cake, fruit or other dessert.
Crme brle
The French term for a rich custard topped with sugar and carmelized under a broiler or torch before
service.
Crme de Casis
A sweet cordial from black currants. Popular as 'kir' when mixed with white wine.
Crme frache
This matured, thickened cream has a slightly tangy, nutty flavor and velvety rich texture.
Crme ptissire
The French term for "pastry cream," a thick, flour-based egg custard used for tarts, cakes and to fill cream
puffs, clairs and napoleons.
Cremini Mushrooms
A wild mushroom, similar to the common white mushroom, but dark-brown and firmer in texture.
Cumin
An Indian spice with an earthy flavor, also known as comino. Used either ground or whole as cumin seed.
Cumin is featured in Middle Eastern and Latin American cuisines.
Curry Powder
A spice mixture common to India. It usually consists of coriander, turmeric, fenugreek, cumin, ginger,
garlic, clove, cayenne and other chilies.
Dash - is less than 1/8 teaspoon.
Deep Frying - is cooking in hot fat deep enough to submerge the food.
Dicing - is the cutting of food into cubes of less than 1/2 inch.
Dissolving - is the stirring of dry ingredients into a liquid until the solid disappears.
Draining - is the removal of water from a the food being cooked.
Drizzle - is the pouring of thin lines of a liquid over food for the purpose of glazing, directing or flavoring a
dish.
Dusting - the light sprinkling of such items as flour, cocoa, or sugar over the subject food.
Food & Beverage


Daikon Radish - This vegetable is in fact a large Asian radish with a sweet, fresh flavor. The daikon's flesh is
crisp, juicy and white, while the skin can be either creamy white or black.
Demiglace - A thick, intensely flavored, glossy brown sauce that is made by thickening a rich veal or
other brown stock, reduced until concentrated.
Deep-fry - Oil is heated up to a high temperature. Food floats on top of the hot oil while getting cooked.
Dice - Cut into small even pieces.
Dry-fry - No oil is used when frying, e.g. chili or curry paste.
Double Boiler
A bain-marie, a double broiler is a method of cooking without using direct heat. It consists of two
saucepans that fit together. The bottom sauce pan is filled with water and the top one with the mixture.
Duxelles
Traditionally, this French paste is composed of a mixture of mushrooms, shallots and herbs which are
slowly cooked in butter until forming a paste. It is often used to flavor sauces, soups and other mixtures, or
as a garnish.
Enchilada
Rolled or flat corn tortillas topped or stuffed with meat, cheese, onions, and red or green chile sauce.
Espagnole sauce
Spanish sauce. A brown sauce made from brown stock, caramelized mirepoix and tomato puree, and
seasonings.
Evaporated Milk
A canned and unsweetened milk that has much of the water content removed via evaporation. It is
similar to condensed milk, although not as sweet.
Extracts
Concentrated flavorings derived from various foods or plants, usually through evaporation or distillation.
They deliver a powerful flavor impact to foods without adding excess volume or changing the
consistency.
Fish sauce
A pungent, salty liquid made from fresh anchovies that is extensively used in Asian cuisine.
Fondant
An icing created from cooked sugar, water and glucose. It is used often as a filling for chocolates,
frosting for cakes, or fine pastries.
Flaking - is the pulling apart of small pieces of the food using a fork.
Fillets - are boneless pieces of meat or fish of varying size according to the size of the animal and where it
was taken from.
Fluting - is the squeezing together of a pastry with your fingers to produce a decorative seal.
Frying - is generally the cooking of a food in fat over a medium or high heat in a pan with edges
perpendicular to the stove.
Food & Beverage

Framboise - A raspberry liqueur
Frappe
(from the French frappe) A simple sugar syrup mixed with fruit, liqueur, or other flavorings and frozen, then
processed to a slightly slushy consistency.
Glazing - is accomplished by brushing , drizzling or otherwise spreading ingredients onto food to yield a
glossy or hard finish.
Grating - is the rubbing of a hard food such as cheese against a rough, sharp edged surface to produce
tiny particles.
Greasing a Pan - is rubbing the inside of a pan with a fat such as butter or shorting to prevent food from
sticking.
Greasing and Flouring a Pan - is the same as above but dusting the greased pan with flour after
greasing.
Grilling - is the cooking of food over an open flame of charcoal. Most grilling of meat is done over a very
high heat that produces a sealing in of the juices of the meat.
Ganache
A rich chocolate icing made of semisweet chocolate and whipping cream and or other flavorings that
are heated and stirred together until the chocolate has melted.
Garde manger
A French term for the cool, well-ventilated pantry area (usually in hotels and large restaurants) where
cold buffet dishes are prepared and other foods are stored in refrigerated units. Some of the items
prepared in a garde manger are salads, cold appetizers and other decorative dishes. Also the term for
intricate vegetable carving.
Gazpacho
A cold vegetable soup with a tomato base containing a variety of raw vegetables.
Gelato
An Italian ice cream made with a base of egg yolks and milk. It is denser and smoother in texture than
American ice creams, with much less air incorporated into the frozen mix.
Ginger
A Southeastern Asian plant cultivated for its spicy aromatic rhizomes. It is most commonly used in Asian
cooking, showing up in savory curries, marinades, rice, tea, or just eaten as a sweetmeat in its crystallized
form.
Grill
To cook food usually over hot coals. Popular cooking method for steaks, chicken wings, hamburgers &
salmon.
Goat Cheese
Also known as Chevre. A soft fresh goat's milk cheese with a tart flavor. Often fresh herbs are
incorporated into the finished form.
Gorgonzola
Food & Beverage


An Italian cow's milk cheese with a white or yellow and streaked with blue. It has a distinct aroma and
can have a mellow, strong, or sharp flavor, similar to the American blue cheese and the French
roquefort.
Gouda Cheese
A cow's milk, firm, smooth cheese similar to cheddar. This Dutch cheese comes in both young and aged
forms.
Grand Marnier - Orange flavored, cognac based liqueur from France.
Granita
A mixture of water, sugar, and liquid flavorings (i.e. fruit juice or coffee) that is stirred during the frozing
process to create a granular texture.
Granulated Sugar - Regular sugar for everyday use.
Gratin - A sweet or savory dish baked or broiled so its topping forms a golden crust.
Guacamole
A mixture of fresh avacado lime or lemon juice, other seasonings and frequently made with diced onion,
tomatoes and cilantro.
Haricot vert
The French term for "green string bean," haricot meaning "bean" and vert translating as "green."
Haute cuisine
Food that is prepared in an elegant or elaborate manner. The French word haute translates as "high" or
"superior," cuisine as "cooking."
Herbes de Provence
An assortment of dried herbs said to reflect those most commonly used in southern France.The mixture
commonly contains basil, fennel seed, lavender, marjoram, rosemary, sage, summer savory and thyme.
Hoisin sauce
A reddish-brown sweet and spicy Chinese sauce reminiscent of barbecue sauce. It is made from
soybeans and peppers.
Hollandaise Sauce
A classic emulsion sauce made with a vinegar reduction, egg yolks, and melted butter flavored with
lemon juice. Another of the "mother" sauces.
Ice Cream
Made with a combination of milk products (usually cream combined with fresh, condensed or dry milk),
a sweetening agent (sugar, honey, corn syrup or artificial sweetener) and sometimes solid additions such
as pieces of chocolate, nuts, and/or fruit.
Infusion
Steeping in a hot liquid producing a flavor that's extracted from an ingredient such as tea leaves, herbs
or fruit. In today's culinary parlance, sauces that have been variously flavored (as with herbs) are also
called infusions.
Jarlsberg Cheese
A Norwegian cow's milk cheese that is firm in texture and nutty in flavor, similar to Swiss cheese.
Food & Beverage

Jalapeno
Named after Jalapa, the capital of Veracruz, Mexico, this small green chile pepperis mildly hot.
Jicima
A bulbous, brown root with a crunchy white interior is often called the Mexican potato. The sweet and
nutty interior is great for crudite platters and salads.
Julienne - is the cutting of (usually) a fruit or vegetable into match sized strip. This is done to control
cooking time and / or the intensity of flavor and texture within a dish.
Kneading - is the working of dough on a floured surface to produce a smooth elastic mass.
Kalamata Olives
Also spelled Calamata. These purple-black Greek olives are cured in vinegar.
Kibbeh; kibbi
Particularly popular in Lebanon and Syria, this Middle Eastern dish combines ground meat (usually lamb),
bulghur wheat and various flavorings. The meat may be served raw or cooked.
Lemongrass
An aromatic, dry looking grass used to add a pungent, lemony flavor to Asian dishes and popular in
smoothie drinks.
Liqueur
A spirit flavored with fruit, spices, nuts, herbs, and/or seeds, usually sweetened.
Marinating - is the soaking of food for an extended period so that the flavor of the marinade penetrates
the food and also chemically tenderizes it with the use of an acid such as lemon juice or vinegar.
Minced - is using a knife to cut food into smaller pieces than chopped.
Marinade
Seasonings are rubbed onto meat, fish & vegetables to create better taste. Marinaded food is often set
aside for 15 minutes or a couple of hours or even left overnight.
Minced - Chopped till very fine.
Macadamia Nut
A native to Australia, the macadamia is a fleshy white nut with a coconut-like flavor.
Macerate - To soak a food in a liquid to infuse it with flavor.
Mandoline
A compact, hand-operated machine with various adjustable blades for thin to thick slicing and cutting.
Mandolines have folding legs and come in both wood- or stainless steel-frame models. They're used to
cut firm vegetables and fruits (such as potatoes and apples) with uniformity and precision.
Marinate
To let food stand in a mixture called a marinade (such as a liquid, dry rub, or a paste) before cooking.
Liquid marinades are usually based on a acidic ingredient, such as wine or vinegar; dry marinades are
usually salt-based.
Food & Beverage


Marzipan
A thick almond, sugar and egg white paste used in confectioneries. Marzipan is mainly used in cakes
and pastries of the European tradition.
Masa Harina - Corn dough used mainly for tortillas and tamales.
Mesclun
Found in specialty produce markets and many supermarkets, mesclun (also called salad mix and
gourmet salad mix ) is simply a potpourri of young, small salad greens. The mix varies depending on the
source, but among those greens commonly included are arugula, dandelion, frise, mizuma, oak leaf,
mche, radicchio and sorrel.
Mirepoix
A mixture of diced carrots, onions, celery and herbs sauted in butter. Sometimes ham or bacon is
added to the mix. Mirepoix is used to season sauces, soups and stews, as well as for a bed on which to
braise foods, usually meats or fish.
Mise en place
Literally "put in place" in French. Refers to the preparations for cooking, setting out bowls, pots, and pans
and measuring, washing, peeling, and chopping and mincing ingredients.
Molcajete y tejolete
The Mexican term for "mortar and pestle" molcajete being the mortar, tejolete the pestle. The black
basalt (volcanic rock), produces a rough texture on both pieces. They are used in the traditional manner
for grinding spices and herbs and other mixtures.
Mole
Mole is a spicy, rich Mexican sauce consisting of nuts, seeds, spices, chilies and occassionally chocolate.
Mousse
A frozen dessert consisting of either a flavored custard or a fruit puree lightened with beaten egg whites
and/or whipped cream.
Nioise
Literally "in the style of Nice (France)". The term refers to the region's cuisine which is characterized by the
use of tomatoes, garlic, olive oil, and the local brown-black olives.
Nonpareil
A French term meaning "without equal," most often used in reference to small pickled capers from the
region of Provence in France.
Nutmeg
The oval, brown, wrinkly seed of the nutmeg tree. It is used grated as a spice for both sweet and savory
dishes.
Oporto
Portugal's sweet dessert wines (ports). They are named after Oporto, Portugal's second largest city, on
the Douro river.
Oyster Sauce
A bottled all-purpose Chinese seasoning made from oysters, water, salt, cornstarch, and caramel
coloring.
Food & Beverage


Pan Frying - is frying, starting with a cold pan in very little or no fat. It is also normal to pour off any of the
liquid produced by the food in the pan.
Peaks - is a term that pertains to whipping. When whipping egg whites , for example, they are whipped
until they form light peeks within the bowl.
Poaching - is the cooking in water that is just bellow a boil.
Paella
A classic Spanish dish which combines rice and a variety of both meat and seafood.
Pancetta
An Italian cured meat made from the belly of the pig. It is salted but lightly spiced, but not smoked.
Paprika
A spicy seasoning ground from a sweet variety of red pepper. It is used to flavor ragouts, stuffings,
sauces, and garnish.
Parchment Paper - A silicon based paper that can withstand high heat, thus its use for lining baking
sheets.
Parfait
A dessert consisting of ice cream, layered with a dessert sauce, fruit, or liquer. In France, a parfait is a
frozen dessert containing either whipped cream and Italian meringue or just whipped cream. Parfaits are
traditionally served in tall, narrow, footed glasses.
Parmesan Cheese
A hard cow's milk cheese whose taste ranges from sweet to sharp is regularly used for grating. Officially,
only Parmigiano Reggiano from the Italian area of Emilia-Romagna may be called Parmesan. Asiago
and Romano cheeses are good substitutes for Parmesan.
Pecorino Romano
Another Italian cheese, this is made from sheep's milk with a slightly different flavor. Parmesan is a good
Romano substitute.
Pesto
Pesto is an Italian basil sauce made with fresh basil leaves, pinenuts, garlic and olive oil. Many variations
of this sauce exist including different nut based pestos, different herb based pestos, sun dried tomato
pesto, and black olive pesto.
Pico de Gallo
Mexican for "Rooster's beak," a coarse uncooked tomato salsa. In Jalisco, Mexico it is a relish of oranges
and jicama.
Pine Nuts
Also known as pignolias and pinon. The pine nut is the seed of the stone pine. They are used often in
Italian, Spanish, and Middle Eastern cooking.
Pizzelles
Thin decoratively patterned Italian wafer cookies that are made in an iron similar to a waffle iron.
Plantains
Food & Beverage


A green skinned, pink fleshed banana which is usually flatter and longer than a regular banana. It also
contains more starch and less sugar. It is usually eaten fried, mashed, or in stews in South American,
African, and West Indian cuisine.
Poach
To cook in liquid heated over a low fire.
Polenta
A coarse yellow cornmeal mush that is a staple of Northern Italy. It can be molded, then cut into squares
and fried or grilled.
Porcini Mushrooms
Dried Cepes mushrooms found in most Italian markets. Re-hydrated before cooking by soaking in boiling
water.
Portobello Mushroom
Also Portobella. A full grown cremini mushroom, similar to button mushrooms.
Prosciutto
The Italian word for ham, used in the names of raw hams coming from Italy. Prosciutto di Parma hams are
only from the Parma region of Italy.
Quenelle
A light, delicate dumpling made of seasoned, minced or ground fish, meat or vegetables bound with
eggs. This mixture is formed into small ovals and gently poached in stock.
Reducing - is the boiling of any flavored liquid to reduce the volume thereby increasing the flavor.
Roasting - is the cooking in the oven in a shallow uncovered pan.
Ragout
A stew made from poultry, game, fish, or vegetables cut into pieces and cooked in a thickened liquid,
generally flavored with herbs and seasonings.
Ramekins
Porcelain cups, often used to make souffles and other small dishes requiring baking.
Raw Sugar
Sugar that hasn't been refined fully.
Ricotta
Ricotta is a soft, unripened Italian curd cheese. Sweet in flavor and grainy in texture, Ricotta is used often
in Italian sweets (such as cannoli) and in savory dishes as stuffed pasta and lasagne.
Roast - To cook meat in an oven
Rock Salt - A crystalline form of salt.
Royale, a la
A consumme garnish made of unsweetened custard. Also a poached fish or poultry in a veloute sauce
(a white sauce of stock and cream thickened with butter and flour) with truffles.
Food & Beverage


Saut
A French word that refers to cooking food quickly over medium to high fire with little oil. Tossing is needed
to prevent over-browning.
Sauting - is usually done in a pan with angled sides. It differs in frying because it uses less oil, usually at
lower temperature as well as frequent tossing and stirring.
Scoring - is the cutting of the surface of food about 1/4 of an inch deep with a knife. This serves to aid in
the cooking and seasoning of the scored food.
Shellfish - are broken into two categories. Crustaceans are long bodies with jointed legs such as crabs or
lobsters. Mollusks are soft bodied with no spinal column they can be covered in a shell such as clams or
oysters or have no shell such as squid or octopus.
Shredding - is the cutting of anything into long thin pieces.
Simmering - is cooking in a liquid, just below the boiling point.
Slicing - pertains to a uniform cutting thickness.
Softening - is letting the product, such as butter, stand at room temperature to make it easier to work
with.
Steaming - is a healthy way of cooking without letting the food touch the water. This is done by
suspending the food over boiling water. There are many products made to steam food, the Chinese are
experts in the use of material such as bamboo.
Stewing -is slow cooking with a small amount of liquid over a long period of time.
Stir frying - made popular by the Chinese, this is a method of frying uniform sized pieces of food, quickly,
with a small amount of fat over a very high heat.
Straining - is the removal of large particles suspended in a liquid.
Sear
Where meat is subjected to high fire for browning to take place in order to seal in the meat juices. It
causes meat to be soft & tender. However meat at this point may not be fully cooked.
Simmer
Liquid has reached below it's boiling point, i.e. just when the bubbles begin to break.
Stock
A strained solution obtained after boiling water with added ingredients such as pork, chicken or fish
bones, shells from shellfish (eg. shrimps, clams & abalone) or other seasonings.
steam
Sabayon - A frothy wine custard of egg yolk, sugar, and wine. Served warm as a dessert or sauce.
Scotch Bonnet Chiles

One of the world's hottest peppers, about 30-50 times as hot as a jalapeno. They range in color from
green to orange and are about the size of a walnut.
Serrano Chiles
Food & Beverage


A hot chile pepper, smaller and thinner than the jalapeno.
Shallots
An onion variety that produces clusters of bulbs. Their flavor is slightly less intense than that of onions with
a hint of garlic.
Shitake
Also called Chinese, black or oriental mushroom (in its dried form). Shitake is a strongly flavored
mushroom used in both its fresh and dried form.
Sorrel leaves - Bright green leaves with a lemony flavor that soften when cooked.
Soy Sauce
A salty sauce composed mainly of soybeans, salt, yeast, wheat, and sugar. Also made from the
fremented soy product called miso.
Squab - Young, usually 3-4 weeks old, domesticated pigeon with dark meat and weighs one pound or
less.
Star Anise
A star-shaped, dark brown pod that contains a pea-sized seed in each of its eight segments. Native to
China, star anise comes from a small evergreen tree. Its flavor is slightly more bitter than that of regular
anise seed.
Tabasco Sauce - A hot sauce comprised solely of vinegar, red pepper, and salt.
Tahini - A nut-butter-style paste made from ground sesame seeds.
Tamarind Paste
A vitamin-rich, tangy, prune like pulp from the pods of a tropical Asian tree. It is used as a seasoning in
curries and chutneys as well as for drinks, jams, or sorbets.
Tearing - is the breaking into small pieces using your fingers.
To cook using steam from boiling water. Make sure the water in the steamer/wok is boiling before
cooking the food.
stew
To cook either by boiling or simmering in a tightly covered pot over a long period of time.
stir-fry
To fry small pieces (such as garlic & onions) over high fire.
sweat
To sweat food, particularly vegetables, is to cook with a small amount of oil or fat over a low fire. The pot
is covered & vegetables will gradually soften without turning brown.
Tomatillos
Small, green, firm, tomatoes. They are covered with a paper like husk that's removed before cooking.
Their acid flavor add a great flavor for sauces.
Tossing - is the use of a lifting motion to mix. Most often it is used in relation to salad or greens in a dish
Food & Beverage


Tortillas
Mexican staple that are either made of flour or masa harina and cooked on a flat griddle called a
comal.
Turmeric
From a rhizome plant that is often dried and ground. It is used to spice and color Indian and Southeast
Asian cooking.
Univalve - A single-shelled mollusc, such as abalone and sea urchin.
Vichyssoise
A rich-creamy cold potato and leek soup thickened with cream and garnished with chives
Walnut
These nuts are native to Asia and grow on walnut trees inside green pods which turn brown and wood
like when they dry.
Walnut Oil - The oil extracted from the walnut. It gives most foods a wonderful nutty flavor.
Wasabi
A pungent green paste made from a rhizome of the watercress family. Also called Japanese horseradish.
Worcestershire Sauce
A spicy sauce composed mainly of water, vinegar, molasses, corn syrup, anchovies, spices and
flavorings.
Xanthan gum
Produced from the fermentation of corn sugar, xanthan gum is used as a thickener, emulsifier and
stabilizer in foods such as dairy products, ice cream, and salad dressings.
Yeast
A leavening agent used in doughs and batters. It usually comes in a dry, bead like form and in a fresh
form.
Zabaglione
An Italian custard dessert made solely of egg yolks, sugar, and Marsala wine.
Zest
The rind of citrus fruit, usually orange, grapefruit, lime, and lemon.
Food & Beverage

Update: 16.06.08 / CO-FBS-SOP-008.1
F&B Cooking Terms & Ingredients - Part 2
Portions / Servings
American size portion
Bottle
Bowl
Catty 600
Childs portion )(
Double
Gram ) (
Half
Kilogram )kilo ( ) (
One and a half portions ) (
Ounce
Per person
Per piece
Per plate
Pound
Standard
Triple
Tureen
Meal Type/Course Names

Afternoon tea
Lunch
A la carte
Main course
Appetizer
Petit fours
Breakfast
Set menu
Brunch
Snack
Buffet
Soup
Starter /
Dessert /
Dinner
Supper
Entre main course
Hors doeuvres ) (
Light meal
Food & Beverage

Flavors/Tastes/Description
Bland
Rich
Chewy
Salty
Creamy
Savory
Crispy
Soft
Delicious
Sour
Spicy
Hard
Sweet
Hot
Light
Tasty
Mild
Dried Food
1000-year egg
Sea cucumber
Abalone
Seaweed
Black mushroom
Shrimp roe
Egg
Straw mushroom
Yunnan ham
Fish maw
Ginseng
Ham knuckle
Salty egg
Salty fish
Preserved Vegetables
Chili pickle
Olive pickle
Pickled vegetable
Preserved turnip
Salted vegetable
Sour pickle
Soya pickle
Food & Beverage

Pasta/Rice/Noodles
Angel hair
Cannelloni
Fettuccini
Lasagne
Linguine
Noodles
- Crispy
- Fat
- Soft
- Thick
Ravioli
Rice
- Fried
- Plain (steamed / boiled)
- Wild
Spaghetti
Tortellini
Vermicelli
Wheat
Food & Beverage

Cheese
Blue Brie
Camembert Cheddar
Edam Emmental
Feta Gruyere
Mozzarella Parmesan
Ricotta Roquefort
Stilton
Dressings / Sauces
French mustard Sour cream
Garlic mustard Sour plum
Gravy Soya sauce
Hollandaise Tabasco sauce
Hoi sin Thousand island
Honey Tomato sauce (ketchup)
Horseradish Vinegar
Japanese Soya Wasabi
K Lin spicy Worcester sauce
Kumquat sauce XO chilli
Lee & Perrin
Lemon sauce
Maggi sauce
Mayonnaise
Vegetables
Artichoke
Olives
Asparagus /
Onion
Avocado
Peas
Bamboo fungus / shoot
Bean sprouts
Beetroot
Peppers
Bitter cucumber / melon
Broccoli
Cabbage
Petit pois ) ( ,
Potato
Carrot
Radish
Cauliflower
Red beans
Food & Beverage

Vegetables
Celery
Red cabbage )(
Chinese cabbage
Snow peas
Chinese spinach
Spinach
Courgette / Zucchini
String beans
Cucumber
Sugar cane
Eggplant / Aubergine /
Sun dried tomato
Enoki mushrooms
Tomato
Watercress
Kale
Gourd ,
Leek
Lettuce
Lotus root
Mushrooms
Seafood (Fish & Shellfish)

Abalone
Salmon
Anchovy
Scallop
Sea cucumber
Cod
Crab
Sharks fin
Crab claw
Shrimp
Snail
Crab meat
Snapper
Crab roe
Sole
Cuttlefish
Squid
Dried fish
Sturgeon
Caviar
Seafood (Fish & Shellfish)

Food & Beverage

Eel
Surf clam
Trout
Fish maw
Tuna )(
Whitebait
Goby
Jellyfish
Lobster
Mackerel
-45 18
Mullet
Mussel
Octopus
Oyster
Shark fin
Prawn
Meat
Game
Duck
Grouse
Hare
Partridge
Quail
Pheasant
Pigeon
Teal
Venison
Wild boar
Food & Beverage

Lamb
Mutton
Rack of lamb
Roast lamb
Food & Beverage

Poultry
Birds nest
Chicken
- Breast
- Leg
- Wing
Duck
Duckling
Goose
Spring chicken 1.5 kg 3
Turkey
Food & Beverage

Beef
Brisket

Chuck or blade
Fillet

Flank
(Braising) (pot roasting)
Leg
Neck or clod
Ribs top rib, fore rib, back rib

cold beef
Rump
Shin
Silver Side
Sirloin
1. Minute Steak
2. Porterhouse
3. T-bone Steak
Topside
Food & Beverage

Veal
Food & Beverage

Pork
Bacon
Loin
Ham
Suckling pig
Coffee
Cappuccino (espresso coffee)
Decaffeinated caffeine
Espresso
Milk
Low fat
Skimmed
Food & Beverage

Fruit
Apple
Apricot
Banana
Orange
Blackberry
Papaya
Peaches
Cantaloupe
Pears
Cherry
Pineapple
Coconut
Plum
Dragon Fruit
Pomegranate
Durian
Pomelo
Prunes
Gooseberry
Rhambutan
Grapefruit
Sapodilla
Grapes
Sapota
Star fruit
Jujube
Strawberry
Kiwi
Watermelon
Lemon
Lime
Lychee
Mango
Mangosteen
Food & Beverage

Bakery Items
Doughnut
Doughnut squares
English muffin
French baguette
French brioche
French rolls
Banana fritter
Blueberry muffin
Bread & butter pudding
Breakfast roll
Butterfly croissant
Butterfly sweet roll
Butterfly almond
Raisin roll
Cashew nut stolen
Rye bread
Soft rolls
Sweet coconut bread
Sweet roll
Coconut bread
Toast
Cream cheese bun
Cream horn
Waffles
Crepe
White bread
Croissants
Whole wheat bread
Danish bun
Danish pastry
Raisin buns
Food & Beverage
Food Knowledge: Sturgeon Fish - Caviar
Beluga
Name for the largest of the Sturgeon fish family. Latin name Huso huso. Native of the Caspian and
Black Sea water sheds, it is also still native to the Adriatic, but very rare. Beluga caviar has the largest
egg size of any caviar, one of the reasons for its top prize. It also has a unique colour grading system-
000 guarantees a light grey colour, which is the most expensive. 00 - codes for "medium grey"
Malossol
Widely used Russian term meaning lightly salted. It is sometimes seen written as Malo's sol. In practice
this means in the region of 3-5% salt. It is a term that is not indicative of quality, merely describing the
process. If the salt content exceeds 5%, it should then be termed salted caviar. The low salt level
means that even if the caviar is kept appropriately cool it has a restricted shelf life of only 2-3 months.
Oscietre
This is a term that is more a description of a type of caviar rather than being limited to the caviar of
one single species. Although more often than not it tends to mean the caviar of the Russian Sturgeon
(Acipenser gueldenstaedtii), several other sturgeon produce similar small grained nutty flavored eggs
which are also categorized and sold as osetra caviar. This is the reason why osetra caviar has a
reputation for being somewhat variable in color, flavor and size. There are a range of alternative
spellings still in use such as oscietre and osscietre.
Sevruga
This is the name reserved for the caviar produced by the sturgeon species, Acipenser stellatus. The
English name for this species is the Starry Sturgeon. It is native to the river networks leading into the
Caspian and Black Seas.
The Classic Caviar Service
Toast for caviar. 1 baguette of French bread, sliced, each side brushed with butter, then baked.
The Russian method uses black pumpernickel bread, thinly sliced.
Americans sometimes use rye biscuits, Wasa bread, Melba toast rounds or any other very hard biscuit.
Following Arrangements are served separately with fresh caviar by the server:
Dish 1: 1 cup of sour cream

Dish 2: 3/4 cup of finely chopped chives
Dish 3: Caviar (2 jars to start, keep more in fridge)
Dish 4: Finely chopped whites of 2 hard boiled eggs
Dish 5: Finely chopped yolks of 2 hard boiled eggs
Dish 6: 2 lemons cut into small wedges, for squeezing on canap
Food & Beverage
Food Knowledge: Cheese
The History of Cheese
Most authorities consider that cheese was first made in the Middle East. The earliest type was a form of
sour milk which came into being when it was discovered that domesticated animals could be milked.
A legendary story has it that cheese was 'discovered' by an unknown Arab nomad. He is said to have
filled a saddlebag with milk to sustain him on a journey across the desert by horse. After several hours
riding he stopped to quench his thirst, only to find that the milk had separated into pale watery liquid
and solid white lumps. Because the saddlebag, which was made from the stomach of a young
animal, contained a coagulating enzyme known as rennin, the milk had been effectively separated
into curds and whey by the combination of the rennin, the hot sun and the galloping motions of the
horse. The nomad, unconcerned with technical details, found the whey drinkable and the curds
edible.
Cheese was known to the ancient Sumerians four thousand years before the birth of Christ. The
ancient Greeks credited Aristaeus, a son of Apollo and Cyrene, with its discovery; it is mentioned in the
Old Testament.
In the Roman era cheese really came into its own. Cheese making was done with skill and knowledge
and reached a high standard. By this time the ripening process had been developed and it was
known that various treatments and conditions under storage resulted in different flavours and
characteristics.
The larger Roman houses had a separate cheese kitchen, the caseale, and also special areas where
cheese could be matured. In large towns home-made cheese could be taken to a special centre to
be smoked. Cheese was served on the tables of the nobility and traveled to the far corners of the
Roman Empire as a regular part of the rations of the legions.
During the Middle Ages, monks became innovators and developers and it is to them we owe many of
the classic varieties of cheese marketed today. During the Renaissance period cheese suffered a
drop in popularity, being considered unhealthy, but it regained favour by the nineteenth century, the
period that saw the start of the move from farm to factory production.
Food & Beverage
Cheese Production
For most cheeses produced worldwide, cow's milk is used, however milk of other animals, especially
goat and sheep is also widely used. The quality of milk used in (semi-) industrial cheese making is rigidly
controlled in Europe. The majority of cheeses are made from heat-treated or pasteurized milk (either
whole, low-fat or non-fat). If non-pasteurized milk is used, the cheese must be ripened for at least 60
days at a temperature of not less than 4C to ensure safety against pathogenic organisms.
Pasteurization requirements for milk used to make specific cheese varieties are regulated differently in
each country.
Cheese making involves a number of main stages that are common to most types of cheese.
The cheese milk is pre-treated, possibly preripened after addition of a bacteria culture appropriate to
the type of cheese, and mixed with rennet.
The enzyme activity of the rennet causes the milk to coagulate to a solid gel known as coagulum or
curd. This is cut with special cutting tools into small cubes of the desired size in the first place to
facilitate expulsion of whey. During the rest of the curd making process the bacteria grow and form
lactic acid, and the curd grains are subjected to mechanical treatment with stirring tools, while at the
same time the curd is heated according to a preset program.
The combined effect of these three actions growth of bacteria, mechanical treatment and heat
treatment results in syneresis, i.e. separation of whey from the curd grains. The finished curd is placed
in cheese moulds of metal, wood or plastic, which determine the shape of the finished cheese.
The cheese is pressed, either by its own weight or more commonly by applying pressure to the moulds.
Treatment during curd making and pressing determines the characteristics of the cheese. The actual
flavour of the cheese is determined during the ripening of the cheese.
Different steps in cheese making are discussed below.
Food & Beverage

1. Pasteurisation
2. Starter cultures
3. Other additions before making the curd
4. Rennet
Example of a conventional cheese vat at

different stages:
A : during stirring
B : during cutting
C : during whey drainage
D : during pressing
Source : Dairy Processing Handbook,

Tetrapak Sweden
5. Cutting the coagulum

6. Pre-stirring
7. Pre-drainage of whey
8. Heating/cooking/scalding
9. Final stirring
10. Final removal of whey and principles of curd handling
Food & Beverage
Cheese with granular texture
Round-eyed cheese (Emmentaler)
Closed texture cheese (Cheddar)
11. Final treatment of curd

12. Pressing
13. Salting
14. Ripening and storage of cheese
Food & Beverage
Cheese Production Terms
Acid
A term used to describe a cheese with a lightly sourish flavour.
Ammoniated
When certain cheeses are past their prime and overripe they will smell and often taste of ammonia.
This particularly applies to soft cheeses such as Brie and Camembert. For those unfamiliar with this
smell, it can possibly best be described by imagining a cheese that has been sprayed by a
particularly vm catQa thing to be avoided at all costs!
Annatto
A colouring agent used to colour a great variety of cheeses ranging from English Cheddar to the
French Maroilles. Annatto is a dye obtained from a South American plant.
Aroma
A cheese's smell or odour which can vary from lightly aromatic to ferociously overpowering. Note that
while most strong smelling cheese will also be strong tasting, this does not apply to all. Limburger is a
case in point. The American cheeses Brick and Liederkranz both have distinctive aromas but are not
overly strong tasting cheeses unless well aged.
Barnyardy
A descriptive term often used to describe a cheese's aroma and sometimes its taste as well. Many
people find goat's milk cheeses barnyardy, particularly aged ones.
Bleu
French name for blue veined cheeses.
Bloomy rind
Cheeses that develop a light white down on their surfaces are known as bloomy or flowery rind
cheeses. Such a rind develops as a result of the cheese's surface being sprayed with the Penicillium
candidate spore. The best known cheeses of this type are Camembert and Brie.
Brushed
Certain types of natural rind cheeses, cooked and uncooked varieties, have their rinds brushed during
the period they spend ripening. This brushing, done by hand or machine, helps the interior of the
cheese to keep moist during the ripening period; it also has an effect on the final flavour of the
cheese.
Casein
the element of milk which solidifies when coagulation takes place.
Cellar
The room, usually underground, where cheeses are left to ripen. Some cheeses, Roquefort is the most
famous, are ripened in caves.
Cheese Production Terms - Continued
Food & Beverage
Cheddaring
A cheese that is 'cheddared' has its curd cut into blocks which are turned and stacked at the bottom
of the cheese vat at intervals of ten to fifteen minutes for about one-and-a-half hours.
Close
Used to describe a cheese's texture. A close textured cheese is one which is smooth, unblemished and
devoid of holes or cracks.
Cooked
A step in the cheesemaking process when the cheese curd is heated, sometimes in the surplus whey.
Cooked cheeses are all hard cheeses such as Emmentaler and other Swiss types.
Cream - The fatty element of milk.
Creamy - Used to describe both the taste and sometimes the texture of certain cheeses.
Curdling
An early stage in cheesemaking when milk coagulates due to the introduction of rennet.
Curing
Also known as maturing or ageing - the stage in the cheesemaking process when a cheese is left to
ripen.
Crumbly
The condition of a cheese that breaks away when cut often applicable to blue veins.
Dry matter
The part of the cheese that remains after all moisture is removed. Soft cheeses, such as Brie and
Camembert, will, on average, contain about 50 per cent dry matter and 50 per cent water.
Earthy
A descriptive term often used to describe the nature of monastery cheeses.
Fat content
The fat content of cheese refers to the fat content in the dry matter of the cheese. It is usually
indicated on the cheese's packaging. The average is 45 per cent but it can be as low as 4 per cent
and as high as 75 per cent.
Fresh cheese
Cheese that does not undergo a ripening period e.g. Cottage Cheese, Cream Cheese, Ricotta.
Gruyere
Not only the name of one of the best known Swiss cheeses in the world but also a general name for
large cheeses made in France e.g. Gruyere de Comte, Beaufort, Emmentaler.
Hard - Descriptive term for cooked cheeses.

Holes
Also called 'eyes', basically openings in the body of cheeses such as Emmentaler, Gruyere and other
Food & Beverage

Swiss types. Such holes are spherical, equally spaced and about the size of cherry stones. The holes
are caused by bacterial activity which generates prioponic acid causing gas to expand within the
curd.
Lactic - Milk aroma, sometimes flavour, of certain cheeses.
Micro-organisms - Yeasts and ferments present in milk and milk curd.
Monastery
Certain cheeses are linked historically in that they were originally developed by monks. They are
known as monastery cheeses although they range in flavour and aroma considerably.
Moulds
Moulds can be on the surface of cheese or be developed internally. Surface moulds are the result of
cheese being treated with the Penicillium candidate spore; internal moulds are created by the
introduction of Penicillium glaucum or Penicillium roqueforti spores both to create blue veined
cheeses. Certain French goat milk cheeses develop a natural bluish surface mould and some of the
newer double creme cheeses have both a surface mould and an internal mould e.g. Blue Castello,
Bavarian Blue, Duet.
Mushroomy
Flavour and aroma description of certain soft and semi-soft cheeses, particularly members of the Brie/
Camembert family.
Nutty - A flavour description of certain cheeses, often refers to a hazelnut flavour.
Open
Texture description referring to a cheese which contains openings and holes in its body. The opposite
of close.
Paraffin
Many cheeses are coated with a paraffin wax, particularly those destined for export markets. Edam is
probably the best known. The wax protects the cheese.
Pasteurisation - The treatment given to partially sterilised milk.
Paste - The interior of a cheese.
Pronounced - Descriptive term for a cheese's aroma or flavour.
Penicillium
Moulds that are developed on the surface of bloomy rind cheeses (Camembert, Brie) and internally in
blue veins (see moulds).
Persille
A French term for a blue vein cheese used in reference to Roquefort because it is the only bleu from
sheep's milk.
Food & Beverage
Piquant - Descriptive term for a sharp tasting cheese.
Rennet
A substance obtained from the stomach linings of young calves which contains a coagulating
enzyme.
Rind
The protective external surface of a cheese. Rinds can be natural or artificially created, thick or thin,
hard or soft, washed, oiled, brushed or paraffined. Their prime role is to protect the cheese's interior
and allow it to ripen and develop harmoniously. Their presence affects the final flavour of the interior
of the cheese.
Skimmed milk
When part or all of the cream has been removed from milk, the milk is referred to as skimmed.
Cheeses made from such milk generally have a lower fat content than average; some (but not all)
are quite pronounced in taste.
Starter - A bacterial culture which produces lactic acid.
Supple
Descriptive term used to describe a cheese's texture - firm but not hard, pliable and resilient.
Tangy
Descriptive term used to denote a cheese's flavour usually meaning sharp, distinctive, flavoursome.
Texture
A cheese's texture can be soft, firm, supple, waxy, open, close and so on. Texture is largely dependent
on its moisture content - the softer the cheese the higher its moisture content.
Washed rind cheeses

The rinds of certain cheeses are regularly washed while they are being ripened. The purpose of this is
to keep the cheese moist, supple and to ensure it does not dry out. Such washings can be done with
elements as varied as salt water or brandy - thus the washing plays a part in the cheese's final flavour.
Some of the strongest smelling and tasting cheeses in the world are washed rind varieties.
Food & Beverage

Update: 16.06.08 /CO-FBS-SOP-009
Inventory Procedures
Objective
This SOP is to ensure that the control, stock counting and of the service operating equipment is
efficient and accurate.
Purpose of inventory:
To determine actual stock on hand against update par stock

To determine actual: Breakage, Spoilage or Loss
To prepare for the next expenditure budget and how much more equipment required has to be
purchased.
To investigate or the ways of minimizing actual loss to reduce cost.
Persons involved with stock counting:
1. Chief Steward and Assistant (If applicable)

2. Restaurant Manager and Assistant
3. Chief Accountant/ Assistant Chief Account and Accounting Associates
4. F&B Manager and Assistant
5. EAM F&B
Inventory Schedule:
F&B Office and Chief Steward/ Accounting will finalize the actual day and date in conjunction
with the Store Keeper.
Venue:
The inventory will take place in each outlet. All equipment will be brought to the inventory place
and remain there until the stock inventory process has finished. The procedure will start after
closing of the outlet and never before.
Inventory procedures
Timing/date of the stocktaking will be arranged so that the counting will impose a minimum of
interruption/disruption in the outlet (after closing hours).
Instruction will be issued to the stock-taker stating the time to be counted and the persons
involved in the actual stocktaking. (Everyone involved must know where and who).
All Department and Outlet managers should arrange Associates/manpower according to stock
taking schedule (Preferably F&B Associates/night shift and Stewarding).
Outlet manager who are in charge should prepare the equipment before stock-taking. All
equipment should be arranged neatly and tidily to make it easier to count. Stocks must be labeled
where appropriate. (Arranging before counting will save time and help prevent problems):
Glassware Stacked by different kind of glasses

Chinaware Stacked in row of 10 pieces each side
Flatware lay on the table in-group of 10 pieces
Food & Beverage

Inventory Procedures
Inventory procedures - Continued
When counting the best method is to start on the top shelf and work from left to right. Then move
to the next shelf down and do the same and so on. This to prevent items being missed on count
twice.
Anyone who is not involved in the stocktaking is not allowed in this location during this time. Apart
from the one who is responsible for the stock or his/her representative must be present throughout
counting.
Two people together, one is counting and one recording. An independent person must perform
test checks. Everyone coming and recording stock must sign the stock sheet for which they are
responsible.
When counting, use the pre-number count slips issued by the storekeeper.
The storekeeper will assign pre-number count slips to the various department and outlets
concerned.
The recording of all items on the stock sheets must be done in ink not pencil. Any alterations to
records must be signed by the person who altering the figures.
The asset controller must pre-number all stock sheets for their issue and subsequent return to
ensure that no stock sheets are lost.
No operating equipment can be received or issued during the actual stocktaking.
All I.O.U. equipment should be returned to general store before stocktaking.
Any damaged or out of order equipment must be kept separate to be included in inventory.
During the count, all unsealed boxes must be opened to check items and quantities. Any
differences should be note and investigated by people concern.
Refrigerator at each location of restaurants, and bars need to be open to show the exact amount
equipment in there.
Once the stocktaking is complete, the results must be complied and compared with computer stock
account to see if there are any major discrepancies.
Where unreasonable losses are indicated, or where usage shows as negative, the items concerned
should be recount. The accounting department will issue the results showing physical losses to
management and a meeting to review consumption levels and determine appropriate action to be
held with the Department concerned.
STEPS (WHAT) KEYPOINTS (HOW) REASON (WHY)
1. Display all equipment Place all operating equipment on Counting and recording
on the table the table as separate items and list
down all items in control book
2. Check by steward and Steward and accounting personnel To know the certain quantities
accounting will count each item accordingly
3. Compare figures After counting, they will show the In order to know the shortage
figures, compare with the outlet par and breakage
stock control book
4. Prepare reports Stewarding will make report, submit Information for F&B Manager
to F&B office
Food & Beverage

Methods of Payment
Objective
To ensure that only the authorized methods of payment are used.
Responsibility
All Associates involved with billing the guest and Cashiers.
Procedure
All items have must be posted correctly according to menu price. This means not to overcharge the
guest, and not forgetting to charge items.
The following list indicates the only authorized methods of payment:
In house guest (billing/signing to room account)

Cash
Credit Cards (AMEX / VISA / MASTERCARD / EUROCARD etc)
Vouchers
When guest has asked for the bill, associate must be aware of how the bill is going to be settled.
Associate must be able to inform the guest correctly about the different ways they can settle their
bills.
Examples:
DHR Member card holders receive always a discount on F&B for instance, which must be billed
correctly.
Room Service charges for instance can only be billed to the room, no cash payments are
allowed.
If the guest has a discount voucher, or a special promotions he/she must give you the document
first, then you hand it over to the cashier.
Food & Beverage

The Service Briefing (Pre-shift)
Objective
To provide and update information for all F&B associates commencing this shift.
Procedure
It is the policy of the F&B Department; a service briefing is conducted before every shift in each
outlet. The purpose of this policy is to communicate relevant information to service associates
and to ensure a professionally operating outlet.
Shortly before the service of a meal period starts (Breakfast, Lunch, and Dinner) a service briefing
must be organized by the Manager or Captain. The briefing should be short and concise not
exceeding 10-15 minutes.
The briefing should inform these topics:
Station allocation for all associates

Daily special by consulting the Chef therefore, one special every day in every outlet and the
Gourmet menu at the Dara Serene Restaurant.
Special drinks; always recommend 3 drinks.

One glass of sparkling wine or rose, one non-alcoholic cocktail, and one alcoholic cocktail
Two to three open wines to promote.
Explain individual items and ask specific questions to ensure the comprehension of given
explanations.
VIP, repeated guests or other guests who need special attention.

Reservations including table assignments and special remarks.
Who is up selling wines (besides the managers and captains).
New instructions, memos, birthdays and information issued by the management.
Target sales to achieve (ex.: THB 1,000 net per average check at RestaurantSeafood) and what
the outlet has achieved the day before.
Non-available food items.
Non-available wines.
One negative (to be improved issue) followed by one positive remark from the day before.
Extend the briefing by doing training of 10 - 15 minutes before or after the briefing.
Food & Beverage

Welcome Drinks (Upon arrival of Guests)
Objective
To ensure that welcome drink and cold towels are prepared, received, stored, served and cleared in
the correct order.
Procedures
After arrival of any FIT & VIP hotel guest, travel agent or any other pre-informed special guest, the
Front Desk Associate(s) will immediately serve one welcome drink and cold towel to each person,
from a tray.
Alternate: Welcome Drink will be immediately served at the airport upon guest arrival at the mini-
van as an option to the pre-cooled beverage selection, these remains as the standard procedure
for all arrival guests at the airport to hotel guests and privileged.
The correct serving method will be used:
All beverages will be carried on a tray with the correct glass and chinaware (if applicable).
Glasses can not be cleared with the fingers inside.
A tray must be used to clear all beverages.
Trays are to be carried with the left hand.
Women are served first.
Greeting Phrase:
Greet the guest promptly with a smile and by saying: Sawasdee Krab/ka, welcome to the Name of
Hotel/Resort.
Immediately continue to mention what you are serving: A refreshing Mojito without alcohol Sir/
Madam.
Small Talk:
During standby, the guest will be asked the following question: How was your trip Mrs Brown? or
Have you ever been to (location) before Mr Brown?
After Service:
The Associate from the Front Desk will immediately remove the welcome drink after the guest
has left to his/ her room or until the glass is empty, at the airport the glasses are cleared into a
glass rack
Removing/ clearing of ashtrays are done at all times, following the standard of: the ashtray is
full after one cigarette butt. Ashtrays at the airport are provided.
Empty/ Used glasses have to be kept at the back office until the glass rack is half-full and
returned to the Bar Associates for clearing at the nearest Bar.
Food & Beverage

Welcome Drinks (Upon arrival of Guests)
Breakage & Welcome drink request:
Welcome drink is prepared at the Bar and distributed by the Bartender or waiter in charge with
its designated form.
Welcome drink cups/glasses are kept in its designated glass rack to avoid breakages and to
maintain hygiene.
In case of any breakage, the designated form will be used.
Welcome drink preparation & variety:
A home-made rotation of a minimum of 3 different welcome drinks is used at all corporate

brands.
Bar Associates have to be informed at least one day in advance in order to prepare the
recommended quantity of arrival with a small reserve for unexpected arrivals, walk-ins and
special guests.
Order of welcome drink is to be done with a form (complimentary order form).
Welcome drink must not be stored longer then 2 days to maintain freshness.
Associates shall not consume any welcome drink.
Posting of Welcome Drinks:
Welcome drink orders from Front Desk are on a separate cost

Calculated will be the produced quantity requested on the order form, from the Front Office
at cost price to the Front Office Department
Cold Towel
Cold towels are prepared either by HK associates or F&B associates (depending on

organizational setup) for the Front Desk, cold towels for the F&B Outlets are prepared at the
Bar or Restaurant.
Both cold towels (at FO & FB) contain essential oil.
Essential oil is used with carefulness, a few drops per load are sufficient.
Cold towels are to be stored in a refrigerator in hygiene boxes with cover.
Cold towels need to be clean and spotless at all times.
F&B Linen transfer form is used for all cold towel transfers from and to laundry.
Associates are not allowed to use cold towels.
Food & Beverage

Welcome Drink (Voucher)
Objective
To ensure that front desk & F&B service associates are aware of the correct procedures, serving &
recording standards.
Procedures
Welcome Drink Vouchers will be prepared by the Front Office in advance, in the designated key
card holder with the name of person, and room number indicated.
FO associate will fill in the form room number and voucher running number (page 2).
Upon arrival, all guests will receive a Welcome drink voucher, which is redeemable at any DHR
outlet, and at any time during their stay.
One Voucher is for one drink and person.
Welcome drinks include: local beers, house wine by the glass, local whisky and JW Red Label,
fruit juices, smoothies, shakes, soft drinks, mineral water, coffee & tea, Mocktails, cocktails (except
with Champagne). Not applicable are Champagne and wine by bottle, single malt whiskies and
Premium X.O.s etc.
The correct serving method applies according to the hotel service standards.
Voucher can not be used for Happy Hour.
Only pouring brands are used.
Posting Procedures:
After receiving the voucher from the hotel guest, and serving of the correct type of drink as above
stated, the Cashier or Bartender in charge has to write-in the date, outlet name, name of drink,
and stamp the voucher with its designated stamp (Name of Stamp).
After every shift end/closing by the Cashier in charge all welcome drink vouchers are to be
attached to the daily sales report and submitted to the night audit.
Every Welcome drink voucher has its own running number, thus, any missing numbers have to be
explained by the issued outlet or the front desk.
Welcome Drink Vouchers are posted on a separate cost to F&B.
Reconciliation: Night Audit will cross-check the stamped, redeemed vouchers with the filled
record from FO (page 2).
Welcome Drink Voucher:
Food & Beverage

Welcome Drink (Voucher)
Welcome Drink Voucher Request & Recon

For FO For Night Audit Only For FO For Night Audit Only For FO For Night Audit Only For FO For Night Audit Only
Running No. Room No. (Tick if used) Running No. Room No. (Tick if used) Running No. Room No. (Tick if used) Running No. Room No. (Tick if used)
Date:
FO Signature:
Food & Beverage

Lost & Found
Objective
The objective of this procedure is to ensure that all employees are familiarized what to do with lost
item found in F&B areas.
Procedures
All articles left by guests and found in the restaurant are to be strictly handled as per the following
procedures:
Article found in the restaurant:
The finder immediately hands over the article to the Restaurant Manager or Captain
Restaurant Manager or Captain checks the article whether it indicates or contains any
document with the owners name, telephone number or address.
If owner can be contacted report to Manager on Duty.
Fills Lost & Found form with as many details as possible.
Sends the dully-filled forms together with article found to the Front Office Desk.
Lost & Found log book with the following details:
Date and time the article is found.

Description of the article.
Specific place or area where the article is found.
Article number (assigned by FO).
Name and position of finder in full.
Food & Beverage

Service Recovery (Pre-Openings)
The following samples of how to do service recovery and how to wow guests are results of a first brainstorming session. The actual
procedures need to be more detailed; more specific and different solution for each situation has to be put in writing. This list shall serve as a
guideline and idea what could be done.
Critical Recovery Process Wowing the guest
Front Office
Room not ready Invite guest for drink and urge HK to get the room Personal letter (handwritten) from room
ready maid on room table before guest
arrives
Requested room/standard not available Offer alternative, consider upgrade to higher No wowing if free upgrade, if
category FOC downgrade to lower category; offer
dinner with wine
Overbooking/no room available Book room at other hotel and organize GM letter and sweets to be on table of
transportation, invite for a drink while waiting other hotels guest room before guest
arrives, confirming the time of pick-up
next day
Cant find reservation, guest has pre-paid the Invite for a drink at the lobby, investigate the Put on locater, GM/EAM to meet after
room, no correspondence situation and find solution check-in, give business card and ask
guest to channel any future reservation
directly through top-management
office
No pick-up from Airport, guest calls the hotel Apologize; call the airways to bring the guests. Offer free transportation to the airport
upon departure
Accident with mini bus, driver calls, no injuries Send 2nd bus, management to welcome and GM letter with apology and invitation
send to the room. for full treatment at SPA
GRO with welcome drink, cold towel waiting in
the room
Food & Beverage

Luggage delivered to room late GCA to apologize Ask if assistance with unpacking or with
anything else is needed.
Check-in in occupied room Apologize, escort to new room GRO to bring flower bouquet to guest
and apologize
Forget wake-up call (guest with car) Apologize If guest late, prepare deluxe breakfast
box to take away
Guest miss flight/ferry because of hotel Offer alternative, if no urgent return needed, offer Offer 1 night FOC in suite for future
1 more night at hotel FOC, change flight ticket bookings
F&B Outlets
Waiting for food Apologize Chef serves personally

Wrong order served Apologize, back to kitchen Chef serves personally
Cold food Back to kitchen Chef serves personally
Food not tasty Apologize, change Chef serves personally
Food not available Apologize Personal note from EC to the room, with
menu proposal (requested item) for the
coming day
Incomplete order Apologize Chef serves personally
Accident with drinks/food at table caused by Apologize, clean up. If guests close are dirty, call
staff housekeeping to put letter on pillow
with apology and voucher for 2pce free
laundry
Food & Beverage

Housekeeping
Room not cleaned Offer to do immediately or ask when would be a Flower pedal decoration on bed
good time
Break guest belonging (To be discussed, non-claim form)
Not deliver request (extra bed) Apologize, deliver immediately Inform C/S to surprise guest coming
morning during breakfast with a flower,
fruit juice and apologize for the mistake
happened
Guest belonging missing in room Assist in finding the missing item, investigate If hotels fault, offer assistance in
internally purchasing this product, if not available,
purchase through corporate sales office
and hand over to guest upon arrival
Bath room amenity set-up not complete Apologize, set-up immediately Next day, set-up upgraded amenities
with flower decorations
Pool Area
No pool bed Move from store Ask if we may reserve this bed at this or
any other location for the coming day
Slow service Apologize Pay attention, cold towel
Engineering
Cant fix something in room Offer to move room and assist in packing, moving Upgrade to higher room category
Various
Guest accident hotel mistake Offer first aid, contact hospital if needed on hotel Follow up on every occasion (front staff
expense to show courtesy, asking the guest if
feeling better and wish a speedy
recovery
Food & Beverage

DHR Sunglass Cleaning Service
Objective
This is to ensure that daily sunglass cleaning service is offered to all guests in-residence staying at the
beach side/pool side, applicable to all corporate properties as a value-added free service.
Procedures
1. The Hotel/Resort must have special fiber micro woven cloth in order to use this service (found in
recommended optical stores, i.e. the brand; Essilor MX 100).
2. Normal tissues, towels, cloths can not be used! Only high-quality cloths are used which absorb oil
and water best.
3. The cleaning cloths shall be kept with either F&B Bar or Pool Attendants, protected from water,
sand and heat at all times.
4. The cleaning service is done twice a day, preferably in the mid -mornings and mid-afternoons.
5. The cleaning cloth is transported and kept on a tray/plate, especially during the service; it must
never fall on the floor or sand!
6. This service is exclusively for Hotel/Resort guests.
7. The cloths shall be washed, but never in the machine, use only soap and hands.
8. The cleaning cloths shall be accounted to and responsible under the F&B par stock.
How toat the Beach/Pool side
1. Whilst touring-around the beach/pool side in the afternoon, the associate engages every guest
with sunglasses, by asking the guest; Good afternoon, would you like me to/ or may I clean your
sunglass (es), (name of guest)?
2. If the guest accepts the offer; the employee uses the cloth to thoroughly wipe both lenses, (the
lenses can not be touched with the hands, since they are oily).
3. The employee thanks the guest (according to corporate standard) and moves to the next guest.
4. The employee must always have two cleaning cloth with him/her, in case one cloth is used-up
and must be cleaned.
Food & Beverage

How to lay Table Cloth
Objective
The objective is to insure that a clean and well ironed table cloth is always used in all outlets.
The objective of this procedure is to ensure that tablecloths are set correctly with the middle crease
pointing towards the respective corners of the outlet at the same level.
Responsibility
Food Servers (Waiter/Waitress)/F&B Runners
Procedure
Tablecloths are taken out of the clean laundry dispenser.

Re-check table cloth for damage/stains and proper ironing.
Holding on one of the corners, open and unfold the tablecloth on the table.
Staff must be sure to use the correct size of tablecloth for the respective table.
Once the tablecloth is on the table, double check that all the creases are set in the correct
direction, and that the tablecloth is on the correct side and leveled.
TABLE CLOTH SET-UP
Molton : The Molton is exactly the same size as the table

Table cloth : Its the visible, most important part of the table laundry items, and should
always be set up with care
Napperon : Mostly the Napperon will be placed diagonally to the table cloth. Its
important that the four edges of the Napperon hang down on each side
equally.
First put the folded table cloth on the table, with the middle edge above and the two open edges
below. Hold the table cloth with the middle edge between your thumb and forefinger and the
middle finger. Now lift the table cloth and swing the open part
Over the opposite table edge. Then open the thumb and forefinger to free the middle edge, release
the cloth and spread it evenly across the table. The table cloth must hang down on each Side
equally. When covering a round table ensure that the four edges of the cloth hang evenly and that
the middle fold of the cloth is aligned with a corner of the room. To make a proper set-u you need
experience, thats why you have to practice a lot. But later you will find it easy after you have
practiced it.
So, try, try and once more try!!!
Food & Beverage

Basic a La carte Table Setup
Objective
The objective of this procedure is to ensure that tables are set properly and with all the necessary
arrangements that each outlet requires.
Tables have to be arranged according to the time of the day and service. (Breakfast, lunch, dinner,
buffet style, banquet setting, etc)
Responsibility
Food Servers (Waiters/Waitress/F&B Runners)
Procedure
No matter what setting is being used, the following procedure must be followed:
- Before collecting all the necessary equipment, staff must check for cleanliness and quality.
- All the chairs are aligned as well as the tables
- *The Molton is set
- *The tablecloth is set
- *The show plate is set 1 cm away from the border and well centered with the chairs
- Large fork is set on the left 1 cm away from the border of the table
- Large knife is set on the right 1 cm away from the border of the table
- The bread plate is set next to the fork well centered, the bread knife can be added now if
desired, it is placed in the far right side of the plate
- The glass is set on the right side, just 1 cm on top of the knife, and well centered
Other styles of settings vary in each outlet. A more detailed version is found in the outlets manual and
training procedures.
*Molton and show plates do not apply to all outlets.
Food & Beverage

Basic a la carte place setting
An a la carte place setting or cover is set on the table before the customer arrives. As the customers
choose the dishes they would like from the a la carte menu, the place setting will be changed or
expanded according to the dishes ordered by each guest.
Before starting the setting, check if the table cloth setting has been performed correctly and that the
chairs are in their correct position.
How to prepare the set up
The napkin is to be placed approximately cm from the edge of the table. It should be in the
centre of the basic a la carte place setting.
The main course knife - place on the right hand side of the napkin with the knife edge facing to
the centre.
The main course fork - place on the left hand side of the napkin. The space between the knife
and the fork should be
sufficient for a main course plate to be placed between them.
The glass - normally a red wine glass is placed approximately 1 cm above the knife. If the
setting includes a second glass such as a white wine glass it is to be placed on the right of the
first glass.
The cruet sets/Condiments - salt and pepper must be on every table. Other condiments will be
with the waiters mise en place on his/her service table.
Place one ashtray on table in a smoking section of the restaurant. Have enough clean ashtrays
on the serving table for the replacement of dirty ones.
The bread plate with bread knife will be placed on the left side of the fork, with the knifes edge
on the left side.
Food & Beverage

How to prepare the set up - Continued
The range of cutlery used is according to the number of courses and the sequence of cutlery is
according to the sequence of courses. But never set more then four sets of cutlery and three glasses. If
more cutlery and glasses are necessary they will be set up between the courses.
A second knife, for example a fish knife, will be placed on the right side of the first knife.
A second fork will be placed on the left side of the first fork and a little higher.
Spoons will always be placed on the right side. For soup in a cup use a small soup spoon, soup
served in a soup plate requires a large soup spoon.
To suit the sequence of courses, the spoon may also be in second position if there is a cold
appetizer served before the soup.
The dessert cutlery is only set up if there is a dessert ordered in advance. The dessert spoon and
fork are set up above the napkins. The fork should be above the spoon until the handle on the
left and the spoon with its handle to the right. Before serving dessert the waiter will move these to
the ready position on the left and right of the plate.
For ice creams, mousses or parfaits the set up is a coffee spoon.
For fresh fruits use a dessert knife and dessert fork. They are placed above the plate with the
knifes handle on the right with its edge towards the guest. The forks handle goes on the left
below the knife. Before serving dessert, place a finger bowl of cold water (no lemon) on the
table. For cheese use the same set up without the finger bowl.
Several glasses will be set-up as follows; if there are three glasses, the red wine glass will be
above the knife, the water glass obliquely above on the left side and the white wine glass
obliquely, below on the right side.
Food & Beverage

International standard Setup
Food & Beverage

Food & Beverage

Food & Beverage

Other Dishes
Dish: BBQ wings, chicken in basket

Set-up: Large Knife, large fork
Additionally: Finger Bowl
Dish: Steaks
Set-up: Steak knife, large fork
Dish: Fresh Fruits as dessert

Set-up: Small knife, small fork
Dish: Baked potato with sour cream

Set-up: Coffee spoon
Food & Beverage

Napkin Folding
Objective
The objective of this procedure is to ensure that napkins are set according to standard.
Responsibility
Food Servers (Waiter/Waitress) / F&B Runner
Procedure
There are 4 basic ways to fold napkins at the outlets:
The boat style

The bishops hat style
The rabbits ears style
The tower style
Before folding and setting napkins, staff must check they are well ironed, clean, not damaged, not
stained and no lipstick stains.
Other styles of folding are used for serving wine or as underliners too.
Fold #1 Bishops Mitre
1. Fold napkin bringing top to bottom.

2. Fold corners to centre line.
3. Turn napkin over and rotate turn.
4. Fold bottom edge up to top edge and flip point out from under top fold.
5. Turn left end into pleat at left forming a point on left side.
6. Turn napkin over and turn right end into pleat forming a point on right side.
7. Open base and stand upright.
Food & Beverage

Napkin Folding
Fold #2 Rosebud
1. Fold napkin in half diagonally.

2. Fold corners to meet at top point.
3. Turn napkin over and fold bottom 2/3 way up.
4. Turn napkin around and bring corners together; tucking one into the other.
5. Turn napkin around and stand on base.
Fold #3 Pyramid
1. Fold napkin in half diagonally

2. Fold corners to meet top point
3. Turn napkin over and fold in half
4. Pick up at centre and stand on base of triangle
Food & Beverage

Napkin Folding
Fold #4 The Crown
1. Fold napkin half diagonally

2. Fold corners to meet at top point
3. Fold bottom point 2/3 way to top and fold back onto itself
4. Turn napkin over bringing corners together, tucking one into the other
5. Peel two top corners to make crown
6. Open base of fold and stand upright
Fold #5 The Rose
1. Fold all 4 corners of open napkin to center

2. Fold new corners to center
3. Turn napkin over and fold all 4 corners to center
4. Holding center firmly, reach under each corner and pull up flaps to form petals
5. Reach between petals and pull flaps from underneath
Food & Beverage

Napkin Folding
Fold #6 Lady Windermeres Fan
1. Fold napkin in half.

2. Make accordion pleats, starting at bottom.
3. Fold in half with pleating on the outside.
4. Fold upper right corner diagonally down to folded base of pleats and turn under edge.
5. Place on table and release pleats to form fan.
Fold #7 The Clowns Hat
1. Fold napkin in half bringing bottom to top.

2. Holding center of bottom with finger, take lower right corner and loosely roll
3. around center, matching corners, until cone is formed.
4. Turn napkin upside down, then turn hem all around.
5. Turn and stand on base.
Food & Beverage

Napkin Folding
Fold #8 Arum Lily
1. Fold napkin bringing bottom up to top

2. Fold corners to top.
3. Fold bottom point up to 1below top.
4. Fold point back onto itself.
5. Fold down each of points at top and tuck under edge of folded up bottom. Fold down one layer
of top point and tuck under base fold.
6. Turn napkin over and tuck left and right sides into each other.
7. Open base and stand.
Fold #9 Cardinals Hat
1. Fold napkin in half diagonally

2. Fold corners to meet at top point
3. Turn napkin over with points to the top, fold lower corner 2/3 way up
4. Fold back onto itself
5. Bring corners together tucking one into the other
6. Open base of fold and stand upright
Food & Beverage

Napkin Folding
Fold #10 Bird of Paradise
1. Fold napkin in half, and then half again horizontally

2. Then fold in half diagonally with points on the top and facing up
3. Fold left and right sides down along centre line, turning their extended points under
4. Fold points of bottom corners underneath and fold in half on long end
5. Pull up points and arrange fabric on a surface
Food & Beverage

Signature Breakfast Standard Table Setup

Breakfast Setup
Continental
American
Spa
Signature
2x Napkins
2x Placemats
2x Table Knife
2x Table Fork
2x Dessert Spoon
2x Bread Plate
2x Bread Knife
2x Coffee Cup
2x Coffee Saucer
2x Coffee Spoon
1x Sugar Bowl
1x Ashtray
1x Flower
1x S&P
Thai Set
2x Napkins
2x Placemats
2x Table Fork
2x Table Spoon
2x Bread Plate
2x Bread Knife
2x Soup Rest
2x Asian Spoon
2x Coffee Cup
2x Coffee Saucer
2x Coffee Spoon
1x Thai Condiment
1x Sugar Bowl
1x Ashtray
1x Flower
1x S&P
Food & Beverage

Japanese Set
2x Napkins
2x Placemats
2x Table Fork
2x Chopstick
2x Chopstick Rest
2x Bread Plate
2x Bread Knife
2x Soup Rest
2x Asian Spoon
2x Coffee Cup
2x Coffee Saucer
2x Coffee Spoon
1x Sugar Bowl
1x Ashtray
1x Flower
1x S&P
Lunch STD Setup
2x Napkins
2x Placemats
2x Table Fork
2x Table Knife
2x Show Plate
2x Bread Plate
2x Bread Knife
2x Dessert Spoon
2x Dessert Knife
2x Coaster
2x Highball
1x Ashtray
1x Flower
1x S&P
The above is the standard lunch set up
Food & Beverage

Lunch STD with

White & Red Wine
2x Napkins
2x Placemats
2x Table Fork
2x Table Knife
2x Show Plate
2x Bread Plate
2x Bread Knife
2x Dessert Spoon
2x Dessert Knife
2x Coaster
2x Highball
2x White Wine
2x Red Wine
1x Ashtray
1x Flower
1x S&P
Spaghetti, Penne
etc with Dinner
Spoon on the
RIGHT side
2x Napkins
2x Placemats
2x Table Fork
2x Table Knife
2x Table Spoon
2x Show Plate
2x Bread Plate
2x Bread Knife
2x Dessert Spoon
2x Dessert Knife
2x Coaster
2x Highball
1x Ashtray
1x Flower
1x S&P
Food & Beverage

Thai STD Setup

with condiments
2x Napkins
2x Placemats
2x Table Fork
2x Table Spoon
2x Show Plate
2x Dessert Spoon
2x Dessert Knife
2x Coaster
2x Highball
1x Thai Condiment
1x Ashtray
1x Flower
1x S&P
Thai Setup with

Asian Soup
2x Napkins
2x Placemats
2x Table Fork
2x Table Spoon
2x Soup Spoon
2x Soup Rest
2x Show Plat
2x Dessert Spoon
2x Dessert Knife
2x Coaster
2x Highball
1x Thai Condiment
1x Ashtray
1x Flower
1x S&P
Food & Beverage

Western Main
with Western
Soup
2x Napkins
2x Placemats
2x Table Fork
2x Table Knife
2x Soup Spoon
2x Bread Plate
2x Bread Knife
2x Show Plate
2x Dessert Spoon
2x Dessert Knife
2x Coaster
2x Highball
1x Ashtray
1x Flower
1x S&P
All Fish Dishes

except the grill
2x Napkins
2x Placemats
2x Table Fish Fork

2x Table Fish Knife
2x Bread Plate
2x Bread Knife
2x Show Plate
2x Dessert Spoon
2x Dessert Knife
2x Coaster
2x Highball
1x Ashtray
1x Flower
1x S&P
Food & Beverage

Dessert Setup
2x Napkins
2x Placemats
2x Dessert Spoon
2x Dessert Knife
2x Coaster
2x Highball
1x Ashtray
1x Flower
Cheese after
Main Course
2x Napkins
2x Placemats
2x Dessert Fork
2x Dessert Knife
2x Bread Plate
2x Bread Knife
2x Coaster
2x Highball
1x Ashtray
1x Flower
1x S&P
Food & Beverage

Basic Standard Service Sequences - Restaurant
Welcoming the guest Eye contact

(Hostess) Go towards the guest
Smile
Greeting with a wai
Sawasdee krap/ka, welcome to the (Name of Restaurant)
Escort guest to the table Check if the guest has any reservation booked with us
(Hostess) Do you have any reservation booked with us? May I have your room number Sir/Madam?
Ask how many people they are
How many person would you be?
Ask where they prefer to sit
Would you prefer to sit inside or outside, smoking/non-smoking?
Lead them to a table (seat the guest as private as possible, avoid noisy areas like nearby alleys and service stations)
Would this table be fine?
Ask for their room number if you dont know
May I know your room number Sir/Madam?
Seating the guest Help the guest with the chair (ladies first)
(Hostess, GSA) Unfold the napkin
Allow me
Serve cold towels
Cold towel Sir/Madam
Dara Serene Sequence only Make the daily special recommendation
(Hostess) May I recommend the special of the day Sole Meuniere with boiled potatoes and carrots together with a bottle of
dry Chardonnay from France, Sancerre Broque?
Show the guest the wine board and recommend the two open wines by the glass
May I recommend the Monte Leone Insolia in white and the Monte Leone Primitivo in red, light and fruity wines from
Italy suitable for..
Wish guest a nice evening
Enjoy your evening/Enjoy your dinner & the show
CIA When you have found out the room number, immediately check with the logbook, the cashier and the restaurant
(Hostess, GSS) manager if we have any background information about this particular guest such as special billing instructions,
special requests, a complaint happened during his stay etc
Greeting by GSS greets the guest
(GSS) Good evening, my name is Khun Somsak I will be taking care of you today/tonight
Food & Beverage

Presenting the drink list, the menu Before presenting the drink list, make recommendations
and wine list and explain the May I recommend the special drinks of tonight, to start with your dinner, how about a refreshing Mojito Sir/ Madam?
specials of the day May I also recommend coconut juice or a glass of Champagne?
(GSS) Now, present the drink list
Here is your drink list Sir/Madam
Show the guest the drinking water on a service tray
What kind of drinking water do you prefer? We have still water from France and Perrier sparkling water
Before presenting the food menu, make recommendations
May I recommend the special of the day, a pan-fired sole with sauce meuniere, complemented by boiled
potatoes with parsley and turned carrots?
Now, present the food menu
Here is your food menu Sir/Madam
Before presenting the wine list, make recommendations
May I recommend a dry Chardonnay from France, a 2001 Sancerre Broque for only THB 3,000 per bottle?
Now, present the wine list
May I give you the wine list
Taking orders Take order on a captain order
Are you ready to order or would you need some more time?
Repeat every order with a clear voice
That would be 1 coke, a Cesar salad to start and 1 beef steak medium for your main course. Would there be
anything else Mr. Brown?
Post into micros immediately, or Captain order to cashier, bar and kitchen
Bread service Serve warm bread (Bread in a basket for restaurants other then Dara Serene, with cutlery served bread for Dara
(GSA/Runner) Serene)
If only Thai food is ordered, do not serve bread. If people order mixed Thai and International dishes, give bread for
everybody. No bread to burgers, sandwiches, pizzas and French fries
Change cutlery/glasses (GSA) Change all cutlery and glasses according to the captain order
Serve drinks and food Deliver food from the kitchen to the restaurant (with cover for Room Service and at Dara Serene)
(GSA/Runner) Serve all guests always at the same time
Pepper Service Ask the guest immediately after serving, with the peppermill ready in your hand:
(GSA) Would you like to have some freshly milled pepper?
Are people happy? Let every guest start to eat and ask if everything is fine. If waiting too long, things cannot be changed anymore
(Manager, GSS) Is everything ok? Do you like your steak? Is your Tom Yam Goong spicy enough?
Food & Beverage

Clearing/clean tables Clear tables as per standard

(GSA/Runner) Have you finished? May I clear your table?
Complete clearing and crumble the table, remove salt and pepper and put toothpick on the table
Dessert Give the guest a little break after clearing the table (approx. 5 minutes).
Would you like to try one of our desserts? May I recommend an excellent tarte tatin from the oven?
Coffee & tea service Ask for coffee or tea
(GSS/GSA) Would you like to have a coffee or tea?
(serve tea by presenting the tea box as per standard)
Would you like me to serve your coffee/tea with or after dessert?
After-dinner drink Ask for a drink after dinner and present drink menu
Would you like to have a grappa, a Cognac, a whiskey or anything else to go with your coffee?
If you want to enjoy a cigar I may recommend you to have a seat at our Pool Bar
Presenting the bill Check the bill if everything is correct and no wrong items are posted, and then present the bill
GSS There is your bill Mr. Brown
Collect the bill folder and proceed according to separate SOP
Thank the guest Thank you very much Mr. Brown
Farewell the guest Escort the guest out of the restaurant make a way saying
Hope to have you back with us soon Mr. Brown, thank you very much and have a good day/night
General during the entire dinner When the glass is almost finished, to 1/3 of the glass, you may ask to serve another glass
time Would you like to have another beer Sir/Madam?
When the bottle is almost finished, to 1/3 of the glass, you may ask to serve another bottle
May I open a second bottle for you Sir/Madam?
Food & Beverage

Restaurant Reservation
Objective
To handle the guests reservation effectively and according to company standard.
Procedures
1. All calls (internal and external) are answered within 3 rings.

2. External calls are answered with an appropriate greeting:
Smile
Good morning/afternoon/evening (Name of Hotel or Resort).
(Name) speaking.
How may I assist you?, how may I direct your call?
3. Internal calls are answered with appropriate greeting, department and associate's name:
Smile
Good morning/afternoon/evening this is (name of Department)
(Name) speaking.
How may I assist you?
4. At the end of the call, associate thanks the caller and let him/her replace the receiver first.
Thank you for your call, have a good afternoon, day, night Mr/Mrs/Ms Brown.
5. When placing a caller on hold, the associate firstly asks the caller if he is willing to be put on hold.
6. If the caller has been on hold for 30 seconds, the operator thanks the caller for waiting and asks
if the caller would like to remain on hold or if he prefers to leave a message.
7. If the caller requests to speak to a person of the hotel (not a guest) and if this person can not be
reached at extension, the associate asks if someone else can help or take a message.
8. If the call is transferred, the associate thanks the caller for the call and informs the caller to whom
and where the call is being connected.
Associates do not give information about guests room number, even if requested from the
caller/visitor. Guest has to be informed before and expressly give his permission.
Food & Beverage

Food and Beverage specific

Write down the booking in the reservation book using a pencil and print legibly
Reservation book always attached with restaurant table plan or seating chart
Do not write reservation on scratch paper, which could get lost
Write the last name and first initial and check the spelling with the guest. Include the date and
time in 15 minutes increments. Be sure to get the guests telephone and / or room number. Ask for
extension. Write the number of people attending the venue.
Note any special, requests: Non smoking / Birthday
Do not make any promise, such as a window table.
Repeat the complete reservation (day, date, time, name and special request )
Thank the guest for calling
Room service is available 24 hrs on call
Every reservation requested in any part of the hotel during this mentioned period has to inform
the outlet immediately
Assigned associate has to collect the reservation book from the front desk daily (if any)
The reservation form must contain:
- Time
- Guests name/Companys name
- Room number
- Telephone number (outside guest)
- Number of person
- Smoking/non-smoking
- Prefered seating area (inside outside)
- Special request
- Contact number
- Contact person
- Received the reservation person
Food & Beverage

Reservations Tips
Check the reservation book to see if a table is available. If so, confirm this with the guest and
repeat all information that you received.
If no table available at the desired time, check to see if an appropriate table is available earlier
or later, and if it is, suggest that time to the guest. If we do not have any table available at the
requested restaurant, guide the guest to another outlet.
Reserved tables are marked with the guests name, confirm the spelling again.
Recovery: uncorrected reservation: By associate, who did not check the details in the
reservation; mixed up the table make the guest upset.
Inform the guest about the incident
Change a table to other side, good view
Wowing: Set up table on the beach or set the table in another outlet for special case only
Others
Each restaurant will have at its reception desk a reservation book, aimed at centralizing and
controlling the reservations for each meal period
Operator will pass all reservation details to the Food & Beverage Department (if applicable)
Reservations will be checked by the Restaurant Manager, Guest Service Captain or Hostess
Relevant details and information should be gathered during the conversation
The restaurant manager acknowledges reservations and allocate the tables for the guests
If the restaurant is fully booked, the first priority is to propose the guest a table in another outlet
The last option is to register them on a waiting list, or on a different time
All parties greater than 6 should be re-confirmed by a manager
VIP reservations will be highlighted and will mention any special comment or request
Answer the phone within three rings. Greet the guest. Identify the Restaurant / Department, give
your name and be of any assistance
Reservation Form Seating Chart
The Restaurant Manager makes a seating chart daily before each meal period (if reservation
warranted)
The reservations should be listed in alphabetical/room number order. This will help you to find a
reservation without having to go through all reservations
Once reservations have been seated, mark off the name by a check mark on the line to the
right of the name. Then list the table number.
Greeting Sentence
Good morning/ afternoon/ evening,

Dara Serene Restaurant/ Lanna Seafood,
(associates name) speaking,
how may I help you/ how may I assist you?
Food & Beverage

Update: 19.06.08 / CO-FBS-S0P-066
Restaurant Reservation Cancellation
What to do ("Step") How to do Standard

1. You receive a When the cancellation request gets to you, do the proper May I have your name please
cancellation request by arrangements correctly on the reservation sheet. Sir/Madam?
telephone, by e-mail,
letter, or in person
2. Make the cancellation as When all the necessary information has been gathered, cancel the We hope to see you next time Mr. Brown
per guest request. reservation. Would you like me to make a reservation
(Reserve for another date Tell the guest that you are sorry for not serving them on that day; try for another day?
if necessary) to get a new reservation for another day or time.
3. Confirm the cancellation Repeat the details to the guest, re-confirming his/her request May I repeat your cancellation
to the guest. (name/date/time/etc). Sir/Madam. Im cancelling the table for
Mr. Brown on Monday the 12th of February,
at 7 P.M. at the (Name of Restaurant). Is
that correct Sir/Madam?
4. Ask for further assistance Ask the caller if there is anythingelse you can do for him/her, or Is there anything else I can do for you Mr.
and ask the guest if make a new reservation. Brown?
he/she would like to make Thank the guest for calling, whish him/her a nice day. We hope to see you some other time
a new reservation. Sir/Madam, Good night
5. Inform your manager or Make sure you inform everyone else involved about the
Supervisor about the cancellation to avoid any problems or creating extra work.
cancellation. Also inform (Specially when big groups are cancelled).
any other departments
involved in the event.
(Kitchen)
Food & Beverage

Assigning of Tables
Objective
The objective of this procedure is to ensure that after the associate has memorized the seating
plan of their outlet, he/she can assign table(s) properly according to guest demand.
The objective is to satisfy guests by pleasing them on their table selection. (Non smoking
areas/terrace areas/quiet areas etc) and further to operate the restaurant and guest flow
smoothly.
Responsibility
Hostess/Assistant Restaurant Manager/Restaurant Manager
Procedure
Associate must be aware of the situation regarding the guests status. Ask if he/she made a
reservation, and assign the reserved table. Check for table status, smoking and non-smoking
preferences, check if guest has children, disabled people etc. assign the most convenient
table to that guest to make his/her stay a more enjoyable one.
All assigned tables have to be ready for the guest to sit down and enjoy a clean and tidy table.
Customers arriving to the restaurant must be attended quickly. Customers must not stand
outside of the outlet wondering who will assign them a table, or waiting for a long time for one
table, when the restaurant has several tables available. Customers must not go in the
restaurant and choose their own table due to the lack of attention at the entrance.
Tables are designed to comfortably sit a certain amount of people only, dont crowd the tables
with too many people. If the restaurant is full, dont recommend a table for five people to a
couple that desires a big table. Use common sense.
Pull out the chair for the guest ladies go first. Offer help to any guest that might require
assistance in sitting or standing up. Immediately clear any excess covers. Unfold the napkin for
the guest, and gently lay it on the lap.
When restaurant is very busy, kindly inform your guest that the next available table will be
assigned to him/her. Offer them to wait at the Mingles Bar or Cascade Lobby Bar.
Key Phrases:
Greet the guest (if possible by name)

Do you have a reservation Sir / Madame
How many person would you be?
Do you prefer a smoking or non-smoking section
Would you like to sit up-stairs air-conditioned or down-stairs open-air?
This way please
Never say Do you want a table for one
Food & Beverage

Guest Preference
Every Restaurant uses a host or hostess to welcome and seat guests, provide menus and perform
other guest services.
The host/hostess stand must be located in an area where he/she can properly meet and greet the
guests as they enter.
The main service responsibilities of the hostess are: friendly greeting and recognizing guests as soon
as they approach, confirming the number of guests in a part and offering seats in the appropriate
section of the restaurant.
During slow business periods, a sign may invite guests to seat themselves in open areas of the
restaurant.
During the service time a good Host or Hostess will check upon their customers if they are well taken
care of and enjoying their experience.
Guests should be seated in the area they request:
2 section: smoking and no smoking

Good areas: near the window, near entertainment, in a quiet corner, etc.
Bad areas: close to the kitchen doors, entrances and exits, toilet, sideboards and service
counters and in high traffic aisles.
Guests should be seated at the table they prefer:
Rectangular, round, in a booth or at a corner
The number of guests

The right size of table for the number of guests in the same party
Equal occupancy
Since the speed of service is important, the host/hostess should attempt to seat guests in sections
which are the least busy. A good help is to use seating chart; so it is easy to see which tables are
occupied and which tables are still vacant.
Availability
Less desirable seat should be used only after all other seats are occupied. If none seats are available,
guests should be referred to a waiting area and be informed about the waiting time.
Guest History Profile and Preferences
It is the corporate policy that every hostess keeps a guest profile history for guest preferences such
as:
Name of Guest
Returning Guests
Preferences; likes and dislikes of food, beverage and associates
Preferred seating area
Nationality (if known)
Contact details
Food & Beverage

Handing-out of Menus
Objective
The objective of this procedure is to ensure that associates understand how to hand-out a menu
properly, in the correct order etc.
Responsibility
All F&B Associates must have this knowledge
Procedure
The menu has to be clean and presentable at all times.

Recommend daily/monthly specials, up-sell and suggest in an attractive way BEFORE handing-
out any menus.
Menus to be handed to ladies first (oldest before youngest).
Before handing out the menus to the guests, the drink orders have been taken, and the daily or
weekly specials, have been explained.
The menus are handed out opened, helping the guest to start in the correct section of the menu.
(When guest has just arrived, menu is to be opened in the starter section, when offering dessert;
dessert section is handed-out first, etc.).
Present the menus in an orderly fashion and open. Dont cross your arm through out the table.
Before or just after the menus have been handed-out, mention any non-available items for that
day.
Children will be given out (if any) the special menu out first, or suggest half portions and lighter
meals to the parents.
Present the menu to ladies first, gentlemen second, and if there is a host, you present last.
Host will receive the wine list.
The menus are handed-out in the correct language.
Basic categories of menus
There are many types of menus, and they are not always handed at the same time, to every person.
Food menu, drink or cocktail menu, kids menu, pool menu, room service (in-room) menu, wine list,
daily special menu/board, special event menu, set menu/banquet menu etc.
Food & Beverage

Taking Orders - Captain Orders
Objective
The objective of this procedure is to ensure that all orders taken in the outlets are clear and
contain the correct information.
This procedure will ensure that all guests receive the correct order, and the correct bill.
For newer properties hand-written (Captain Orders) is only permitted for Executive Checks, if
using computerized POS systems/ PDAs etc.
Responsibility
Restaurant Manager, Captain
Procedure
When a guest is ready to order, the order pad must be ready for use, with the two carbon copy
papers in place/or the POS/PDA must be ready and started up connected to the system.
Approach the table and start by making sure everyone has selected their order. If this is not the
case, inform the guest you will be back in a couple of minutes. Assist the guest with
recommendations, up-sell where appropriate.
Take the womens order first, and begin by writing down the starters/typing in the items into the
POS/PDA.
A line must be drawn between each course, dividing starters with the main course, then
desserts, etc/use the applicable 1st, 2nd course button in the POS/PDA.
Mark each item with its correct terminology and code, quantity of ordered item,
preferences/accompaniments, dressings, side dishes and degree of doneness (where
applicable).
Repeat the order back to the guest to ensure no item has been missed-out by saying; Mai I
repeat your order Mr/Mrs/ Brown that would be
The date/time, the number of guests and the table number must be included in each order
and check/typed-in into the PDA/POS.
After completion of the order taking at the table, order taker thanks the guest and proceeds
with ordering/posting the order in the kitchen or system.
It is normally the case (depending on PMS/POS system used) that Executive Checks are written
down manually due to avoid an applicable service charge and taxes, since they are
associates of the hotel/resort.
Food & Beverage

Picking Up Food and Beverage Orders
Objective
The objective of this procedure is to ensure that all associates have the knowledge of how to pick-up
food and beverages properly.
Responsibility
Food Servers/F&B Runners
Procedure
All associates are aware of the importance to pick up food and beverages at the designated
areas.
First food item(s) must be served within 10 minutes adhering to the Corporate SOP Standard.
For In-room dining food item(s) must be served within 30 minutes adhering to the Corporate
SOP Standard.
First beverage item(s) must be served within 4 minutes adhering to the Corporate SOP
Standard.
Directions/Points to remember
Dont backtrack or crisscross the traffic of your fellow workers or guests who are coming in. Let
guests pass first, let associate with heavy loads pass first as well.
Always ensure there is a smooth flow of traffic in service, but never run.
It is best to pass by the right of your fellow workers.
When you are coming from behind a guest or a worker with a loaded tray, always remember
to warn him to prevent accidents (Excuse me Name of Associate/Guest/Mr/Mrs/Ms).
Use a direct route to the kitchen/bar.
Always follow entrance and exit rules of the kitchen to prevent accidents. (In & Out).
Learn to wait for your turn.
Never stand around in the kitchen/bar waiting for your food, Food & Beverage Runners or Food
Servers must calculate their most efficient and optimize timing in order to do all side jobs
necessary (as listed below for example) whilst the beverages or food is being prepared!
Know what you have to pick-up as well with the table number.
Did you make sure that all your mise-en-place is ready as to serve the guest without delay?
Did you make sure that the ashtray was changed before you will serve the guest, and wine or
beverage service has been done or refilled?
Did you inform the guest if he had to wait a long time that you have checked with the kitchen
and that his food is on his way?
Did you apologize for the delay?
Did you ask the guest, if he would care for another drink before you bring the food?
Did you refill the glass with his wine before you brought the food?
And rememberNEVER WALK EMPTY!
Food & Beverage

Serving of Food Items
Objective
The objective of this procedure is to ensure that all guests are served with the highest quality of
service possible, using the correct tools and methods.
Responsibility
Food Servers (Waiters)/F&B Runners
Procedure
All associates that serve food to guests must ensure that the item picked-up is the correct one.
Items served will be at the correct temperature, with its proper presentation, and any other
necessary equipment/condiments.
Condiments are served before the course.
Food and beverage must be transported on a tray (for room service, Thai items/or where
appropriate) or if pre-plated by hand only.
Pre-plated items are served with a service napkin for every food item which is served hot (main
courses, grill items etc) from the kitchen; any other items (or items with an underliner/under
plate like for hot soups) are served without a service napkin (salads, desserts etc).
Food items which are served hot are always served with a hot plate.
The following list indicates the basic procedure of how to serve food and beverage:
Double check each item with the order.

Take all the necessary or extra material that goes with each item (underliners, spoon etc).
Some DHR/DA properties and the Dara Serene Restaurants may use dome gloche/cover to
cover hot plates which have to spotless and properly maintained at all times.
(Load the tray) and approach the correct table. Before leaving, you must have already
prepared any other necessary arrangements at the guests table, or the service station.
Check the order to ensure that each item matches with whatever the guest has ordered. A
seating plan is recommended for groups exceeding 6 pax, indicating each item guests have
ordered.
Inform the guest if the plate is hot.
Dont put your fingers inside the plates or glasses.
Dont cough or sneezes near the plates, turn your back and use your arm to cover your mouth.
Dont cross your arm across the table, to reach other guests.
Serve all items at the same time.
Serve each item to the right person, clockwise starting with the women first.
Remove dome gloche where applicable and return to service station or kitchen immediately.
Food & Beverage

How to Serve and Clear Beverages
Objective
The objective of this procedure is to ensure that all associates have the correct knowledge of the
beverage service.
Responsibility
Food Servers (Waiters/Waitress)/F&B Runners/Bartenders
Procedure
Beverages are categorized in many sections, and so is the service of beverages.

Depending on what is being served, the correct serving method will be used at all times.
All beverages will be carried on a tray, with the correct glass and china (if applicable).
Glasses cant be cleared with fingers inside! A tray must be used to clear all beverages.
Trays are to be carried with the left hand.
Serve the correct beverage to the correct guest.
Condiments are prepared and served first.
Beverages are served within 4 minutes of ordering by adhering to the DHR Corporate SOP
Standard.
Before laying beverage on the guests table, mention what ever you are serving to the guest,
and remember that women are served first.
Whenever you see an almost empty glass, offer the guest if he/she would like another drink.
Dont sound too pushy or bother the guest by insisting every 5 minutes if he/she would like
another one.
When leaving bottles on the table, make sure the label is facing the guest.
The logo on the coaster must face the guest.
Food & Beverage

How to clear Tables when Guests are around
Objective
The objective of this procedure is to ensure that guests don not get disturbed while items are
being cleared at the table.
The objective is to leave the table clean and tidy; satisfying the guest wile they remain at the
outlet, even if they have finished eating.
The objective is that neighbouring table resetting is efficient and does not disturb guests who
are sitting next to it.
Responsibility
Food Servers (Waiters/Waitress) / F&B Runners
Procedure
After the procedure of clearing main course, dessert, etc; many guests like to stay at the table
to enjoy another coffee, a cigar, or a digestive.
Items like glasses and bread plates should have already been cleared. If this is not the case
always ask the guest if you can clear the item before taking it. The water glasses and coffee
cups are left there.
Always use a tray to clear items.
Check for dirty ashtrays, and dirty linen.
Dont disturb the guest when clearing the table.
Guests should not get or feel the idea that they should leave the outlet because they have
finished eating.
The napkin stays on the table until guest leaves.
For Banqueting the guest napkin is removed before coffee service.
Clearing of neighbouring guest tables:
Clear neighbouring guest tables quietly without disturbing guests who are seating next to it.
Clear all items on the table completely.
Use the correct way of; removing and replacing table cloths at the same time.
Prepare all items to be set in advance.
Reset the table as per standard.
Food & Beverage

How to present the Bill/Payment Statement
Objective
The objective of this procedure is to ensure that all guest payments presented have the correct
amount of items ordered with its corresponding price and correct total.
Responsibility
All Associates
Procedure
All of the orders have to be properly written and each copy is handed to the proper person/all
orders have to be properly typed-in into POS/PDA.
When cashier hands in the bill, associate must double check for accuracy.
The bill is placed into a hotel standard bill folder together with any other
promotions/specials/guest comment card, etc.
A working hotel pen must be set in the bill folder.
Hand the bill folder to the guest that asked for the bill, or the host.
NEVER stand in front of the guest while he/she checks the bill.
The correct attitude of the associate presenting and collecting a check is to not expect a tip
and behave appropriately. The guest will tip if he/she believes his/her dining
expectation/satisfaction has met or exceeded.
Be ready to collect the bill, check for the correct amount/or room number/name and signature,
hand-in to cashier, and return the change quickly (if applicable to cash payments).
If the payment is done with credit card, present the payment slip to the guest with a hotel pen.
Check for room number, name and signature with the cashier. Return credit card and receipt
immediately.
Cashiers (or where appropriate) have to ensure that payments signed to the room are posted to
the respective room.
If problems occur during the billing process or with the credit card, contact the Restaurant
Manager immediately.
Cash payment for Room Service is not encouraged.
Food & Beverage

Up-selling Techniques
Objective
The objective of this procedure is to ensure that all staff understands the importance of having good
sales techniques, and how they increase the revenue of the outlet.
The objective is to make staff understand the different ways one can suggest the special items, and
to take the orders correctly.
Responsibility
All staff, focus on Restaurant Managers, Assistants and Captains
Procedure
When guest is deciding what to actually order; all staff must help, and suggest various options.
Anticipate the guests wants and needs. Know their likes and dislikes, guests might be
vegetarian or sensitive to spicy food.
Know your menu well enough, the cooking methods and ingredients of each dish, recommend
options to your guest.
Describe and recommend food with good descriptive and attractive ways, so that you can
make the guest really want the dish you are describing.
Before the menus are handed out, recommend the daily specials or menus, promotions, wines,
etc.
What is suggestive selling?
All techniques and procedures designed to influence the purchase decision of the guest.
Why?
- To make more profit
- To increase the check average of the guests.
- To increase the sales of profitable menu items.
- To offer better service
- To assist the guests to make their choice
Passive behaviour:
The service person hands the menus and wine lists to the guests and then takes the order: Only the
guests are actively involved in selecting the meal.
Active behaviour:
The service person does not simply hand out the menus but engages in conversation with the guests.
How? By making suggestions or recommendations

- to mention F&B items so the guests will think of them; propose items; to give the guests
additional choices
- to advise the guest with F&B items are very good, special or suitable for a particular or guest.
Food & Beverage

When to use:
When you present the menu:
Draw the attention of the guest to specials and items which may not be listed on the menu (house-,
chefs-, daily-).
or
When you take the order:

Assist the guest with their selection (advise, recommend) to suggest additional items; appetizers, side
dishes, aperitifs, wine, desserts, etc.
Always offer alternatives

If you add to your recommendation a second choice, the chances for a successful sale are much
better.
Rules of offering alternatives:

- never offer more than two, or at the most three alternative suggestions
- always stay in the same group, always separately offer different appetizers, different main
courses, different wines, etc.
- the alternative should always differ in taste, and if it is a main course also in method or
preparation
- always offer a popular item as an alternative to a specialty item. Some types of food are
commonly enjoyed by many people, whereas others are considered less appealing specialties.
NEVER FORGET
Taking an order is one of the most important aspects of the job of service staff!
What service associate must know?
Know your product:

- what is on the menu
- what is available at the moment
- what are the daily specials
- what are the house or chefs specialties
- how is each item prepared
- what are the ingredients
- how large are the portions
- what garnishes are used
- what side dishes are included
- what is the taste
- are substitutions allowed
- what is the preparation time
Food & Beverage

Update: 04.08.08 / CO-FBS-S0P-075
Know how to describe your products

- correctly, honestly
- in a positive way (lively, with enthusiasm)
To describe food appetizing is extremely important. Guests cannot taste what they order in advance;
therefore, they order by imagining the food. The stronger and more positive their imaginations, the
better is the appetite.
To describe food appetizingly is extremely important. Guests cannot taste what they order in
advance; therefore, they order by imagining the food. The stronger and more positive their
imaginations, the better is the appetite.
Ask yourself; how would you react to the following recommendations:
1. We have beef with potatoes

2. Today I can recommend our tender; juicy roast prime rib of beef and our oven-baked potatoes.
Know your guests

- Read your guests; try to identify them, what kind of persons are they; type of guests
- Anticipate (foresee) and be alert (pay full attention) to the wants and needs of your guests
Use social skills

- SMILE!!!
- Use the guests name if possible
- Know how to communicate with people
- Be tactful, be considerate with the feelings of your guests
- Have a sense of humor
- Have a sense of timing
Other methods ways of suggestive selling:
The menu list itself

- the design, layout
- the location of items on the menu list: focal point
- items which head a list or section of menu items
- items which are highlighted
- items which have lively written descriptions
- items which have more information
- pictures, photographs and drawings
Place mats with menu items
Menu boards
Outside the outlet: near the entrance
Inside: on the wall or above the counter
Food & Beverage

Update: 04.08.08 / CO-FBS-S0P-075
The way in which items are presented to the guests

Guests are influenced by what they see being served at other tables:
Very nice looking dishes and cocktails
Tableside food preparation (flamb dishes)
Display
With complete meals and beverages in the window, counter or a special box. For ex. Japanese
restaurants and coffee shops and family restaurants in department stores and shopping malls
Display trolleys
Mobile Guridon with a display of various food and beverage items. These are usually used in
gastronomique restaurants.
Food & Beverage

A&P (Advertising & Promotion)
Objective
This SOP is to ensure, the immediate guest complaint handling in F&B and customer satisfaction
improvement related to an entertainment of a satisfied or dissatisfied guest.
Responsibility
F&B Management only:
Director of F&B/Service and Assistants

F&B Managers and Assistants
Outlet Managers and Assistants
A&P stands for advertising and promotion. Complaints can be avoided preventively and guest
satisfaction maximized by dealing and acting with the source (customer) and the direct F&B
Management Associate on the spot involved, giving them the authority to act by themselves.
Why or for what reason do we use the A&P system?
A customer consumes a lot of food and drinks and the Restaurant Manager or F & B Manager
wants to offer a complimentary F&B item from the menu.
A customer is unhappy and we offer a complimentary F&B item from the menu to make
him/her satisfied again.
A customer does not like an F&B item from our food or drink menu, although the item has been
prepared correctly, is not spoiled or low in quality and we feel like giving the customer a
different F&B item from the menu (by adjusting the item(s) off the guest check).
Procedures
The order must be clearly written on a Captain Order, stating A&P, quantity of item, item(s),
price, guest room number (if in-house), and reason why this F&B item is offered free of charge.
The order limit of F&B Items may not exceed a total sales value of THB 1,500, per day and outlet.
A reason must be always included.
FI Department must establish/allocate a separate A&P account, solely used for the F&B
Department.
FI Department will handle/split an A&P check like regular OC or Entertainment orders, but on its
designated A&P Account. Never post into the POS system due to the applicable (SC) and tax.
All A&P checks need to be re-viewed by the Management daily.
Food & Beverage

Guest Complaints
Objective
This SOP is to ensure, the general understanding and handling of common guest complaints.
A customer complaint is:
1. A valuable source of market information.

2. A good sales lead.
3. To indicate a negative variance in our quality or procedures.
4. To avoid negative word-to-mouth publicity communicated to the outside environment.
5. An opportunity to improve our service quality in general.
Dealing with an angry customer

If you are in a public contact position, chances are that you will from time to time encounter angry
customers. If angry customers are not handled effectively, they may remain angry, refusing to do
business with our company and they will also probably have made you angry and upset as well.
Learning to deal effectively with angry customers will help you feel better about yourself, it will
increase your job satisfaction, it will help your organization keep customers satisfied and get their
repeat business and finally it will help you succeed in your job.
Recognizing an angry customer

Basically there are two kinds of angry customers: those who aggressively express their anger, and
those who passively express their anger. It is not hard to recognize aggressively angry customers, they
express their feeling immediately and their anger and hostility is obvious. Recognizing the passively
angry customer is a little more difficult. The passively angry customer keeps his or her anger on the
inside. The passively angry customer reveals his/her anger non-verbal and verbal actions.
Some of the non-verbal actions may be:
impatient tapping of fingers or feet

a flushed jaw
clenched jaw
rigid posture
the avoidance of eye contact
Hotel Apology Policy
It is the imperative and paramount of improving service, food and the quality of procedures
constantly and efficiently. Our guests will assist us in that by giving recommendations, information
and of course complaints if they feel a negative variance/inconsistency in our quality or standard.
To resolve, improve and receive a negative comment most effectively and efficiently, the person
responsible for causing a problem must face the customer by him/herself. This is the only way where
we can make sure that associates, regardless of positions, have understood and received a
customer complaint as effectively as possible, and as a result customer complaints will decrease.
Food & Beverage

Guest Complaints
Dealing with an angry customer
Once you have recognized an angry customer, the two major steps are:
1. Deal with the persons feelings
Empathize
Ask questions
Give feedback
Summarize
2. Deal with the persons problem
Find out what the person wants

Suggest alternatives
Share information
Agree on solution
Follow up!
Deal with the persons problem
Find out what the customer wants
The first step in dealing with the persons problem is to find out what the person wants you to do. How
do you do that? By asking.
Suggest alternatives
Sometimes you wont be able to do exactly what your customers want you to do. If you cant
explain why you cant and tell them what you can do that is closest to what their asking for.
Suggest alternatives, allow your customer some choice and help them save face and feel that
theyve participated in the outcome.
Share information
Share information about your companys policies and procedures. This will help your customer
understand what you are authorized to do. When you share information with the customer, dont
give them too much. Be brief and tell them only what is relevant to their situation.
If you cant resolve the problem, refer it upwards to the manager or supervisor. Never refer the
customer sideways to someone at your own level. That would only make the customer feel that
they are being shuffled around.
Food & Beverage

Guest Complaints
Agree on a solution
After discussing the problem and the different alternatives for solving it, you and your customer
should agree on a course of action. Recommending a course of action shows your concern and will
help the customer make a decision.
Follow up
Follow up allows checking that the solution to your customers problem has worked and that the
customer is in fact satisfied. During the follow up you should try to make the customer feel important.
Five steps for handling complaints
1. Listen and be open-minded, acknowledge by nodding your head that you listen properly
and receive the message accordingly.
2. Respond with concern. Show them that you care.
3. Decide on actions based on your level of Authority.
If the complaint is out of your area of responsibility call your supervisor or manager for help
4. Take action promptly/immediately. An entertainment might be a good solution at this

point, based on your level of Authority.
5. Follow-up is the customer satisfied and happy?
Is the problem corrected? If yes, job well done, if not return to the customer and find-out why not,
contact you Supervisor or Manager as well.
Food & Beverage

Restaurant Manager - Sample Task List
Time Task
Morning Check if set-up is completed for breakfast
Check if granite tops/furniture/cushions are cleaned/ brushed-off
Check for flies and mosquitoes, spot-spraying if necessary
Check if all lights are on (Refer to separate Light Schedule) and all lights are working
Check if flower arrangements are on the tables
Check if furniture maintenance is on process
Check if folding of napkins is in progress
Set table plan for breakfast and lunch/dinner service
Check if laundry is returned and received
Check if condiments are refilled
Check if service equipment is ready for lunch setup
Check if coffee machine(s) are clean
Check all reservations, packages for respective service period
Check all closing reports, remittance controls, void reports, breakages and logbooks
Check if garbage has been collected and disposed
Check daily specials and up-selling items for today
Check if fruit baskets have been delivered, according to arrivals, long-staying,
expected and show rooms.
Check if all sugar bowls are refilled.
Check tea box and stationeries for refilled equipment and cutlery.
Afternoon Check if pantries are cleaned.
Check restaurant if setup is completed for dinner.
Check weather conditions, setup outside area according to respective SOP.
Check for non-available F&B items.
Evening Check if all lights are on. (Refer to separate Light Schedule). Check all condiments.
Brief team as per separate SOP (VIP, specials, drinks, reservations, menu of the day)
Check if associate has updated the todays guest history profiles.
Brief Night Shift and advice for special requirements. (If applicable)
Check if cutlery and glass polishing is in progress.
Check laundry and return it when evening shift has finished.
Check if flower arrangements have been returned to the florist room.
Check if all fans are off, windows closed. (If applicable)
Check if music is switched off. (If applicable)
Follow closing procedure.
Check and collect Void Reports (MGRs only).
Check if all stores are closed & locked.
Check breakage and fill out report.
Check if all pantries are clean, neatly and tidy. Check general cleanliness.
Check par stock. (If applicable to properties Inventory Procedure).
Check if all surfaces, dishwashing machine and cabinets are cleaned.
Complete the Daily Outlet Sales Report.
Reconciliation: Compare actual sold and ordered orders/checks and report your
findings in the logbook. Inform Chef and Cost Controlling accordingly by log.
Food & Beverage

Captain-Supervisor - Sample Task List
Time Task
Morning Get actual in-house guest list from FO.
Assist servers/runners setting up tables for breakfast.
Brief team (if applicable).
Check reservation for packages, special requests, room service orders etc.
Last check of every table (whipping and set-up).
Brief hostess for special reservations, packages etc. (If applicable)
Assist waiter setting up tables for lunch
Last check of every table (whipping and set-up)
Close shift, complete logbook, void report, collect breakages

Print all POS reports
Afternoon Brief team

Check reservation for packages, special requests, room service orders etc
Check if laundry has arrived/returned
Check if sugar pack holders, coffee & tea station is refilled
Set tables for dinner service
Check reservations & packages
Evening Lead briefing

Last check of every table (whipping and set-up). (If applicable)
Close shift, complete logbook, void report, collect breakages
Check if sugar pack holder refilled

Close shift, complete duty manager report, void report, collect breakages
Overall assignments:
Take orders
Take room service order (If applicable)
Laundry delivery
Maintenance follow ups
Storeroom Requisition
Food and Beverage presentation and freshness of products
Refilling of stationeries, PAR stocks, inventories
Remark: Captain of every shift is responsible that the tasks of the GSA's are
followed accordingly
Food & Beverage

Food Server-F&B Runner - Sample Task List
Time Task
Morning Dusting of all granite tops.
Preparing of service equipment for breakfast.
Set up of tables.
Pick up flower arrangements.
Switch music and light on, open curtains, switch on air-condition etc.
Cream, milk and sugar bowl is ready to set on the table. (If applicable).
Refill condiments.
Folding of napkins.
Collecting and transfer of garbage.
Preparing of service equipment for lunch service.
Delivery of fruit baskets to the room.
Set tables for lunch. Set promotion cards on table (if applicable).
Brush-off cushion, send dirty cushions to laundry and receive new ones.
Refill sugar bowls.
Clean coffee machine(s).
Afternoon Clean pantries.
Folding of napkins.
Set tables for dinner.
Refill oil lamps, set on trays (if
applicable).
Clean all menus including kid's menus.
Evening Switch music and light on, open curtains, switch on air-condition etc.
Clean and polish all operating equipment and store neat and tidy according to stock.
Brush off all cushions.
Relocate tables for deep-cleaning the floor.
Returning of all flower arrangements.
Night Shift Check room service log book, collect and clear all trays on every floor.
Refill condiments for room service.
Refill salt & pepper shaker and clean opening with a toothpick daily.
Polish juice glasses fro breakfast
service
Clean tables and set for breakfast
Collect door knob menus (if
applicable)
Set milk and creamer container on trays
Food & Beverage

Food Server-F&B Runner - Sample Task List
Overall service assignments:
Monday: All windows in the restaurants to be cleaned

Tuesday: All wine cooler and wine cooler stands to be cleaned
Clear and clean all cabinets/service stations and reset
Wednesday: neatly
Thursday: Deep cleaning of all pantries and wine fridges
Friday: Deep-cleaning of all refrigerators and bread warmer
Saturday: Deep-clean of all service equipment (Cutlery etc)
Deep-clean of service station, tables and
Sunday: chairs
Attend every pre-shift briefing and training, attend English classes.

Refill service stationeries before breakfast, lunch and dinner.
Polishing glasses and cutlery during the day.
All guest floors are checked every two hours, and after every room service delivery.
Only Room Service Associates and Captains can take Room Service orders.
Daily duties Every shift is responsible to keep pantries clean during day and
hygiene: shift change
Checking of in-house guests, walk-ins and non-BF included hotel

Hostess: guests during breakfast.
Pool Attendant task list
Attendant 1 Attendant 2 Attendant 3

Replacement
Morning 05:00-14:00 10:00-19:00 05:00-14:00
Clean/scrub Pool/Jacuzzi, outdoor showers and surrounding area 05:00 - 06:00 x x
Go through the sand with the large comb (self-made tool from Engineering) 06:00 - 06:20 x x
Set pool beds paired neatly and set as per layout plan (1 Assistance from the restaurant if necessary) 06:20 - 06:50 x x
Set towels on pool bed and in the towel box for efficient "supplement" providence to guests x x
All umbrellas are up straight and open, all logos facing the sea (Unless the whether does not permit to do so) x x
Place ashtrays on the pool side tables, also food and drink list and promotion signs 06:30 - 07:30 x x
Set 2 kayaks ready to go on the beach, including all kayak equipment and set all other daily activity equipment 07:30 - 07:45 x x
Record all towel hand-out to guest in the log book (guests do never sign by themselves) During the day x x
Set dart board and accessories x x
Set up par stock for the fitness room and open it (if applicable) 07:45 - 07:55 x x
Yoga set at the beach (Assembly point for the guest at the Pool Bar) - (if applicable) 08:00 - 09:00 x x
Check weather station of accuracy and report your findings to the manager, post the daily weather forecast 08:00 - 09:00 x
Note that all activities have to be set-up around poolside at 09:00, latest
Receiving and returning of towels - Par stock for towels to be completed every morning 10-12 & 18.30
Training (if no peak hours during this time) 16:30 - 17:00
x
14:30
Debriefing
19:00
Breaks
Breakfast 06:30 to 07:00 x
07:00 to 07:30 x
Lunch 11:00 - 11:30 x
11:30 - 12:00 x x
Dinner 17:00 - 17:30 x
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited.
Attendant 1 Attendant 2 Attendant 3
Replacement
Afternoon/Evening 05:00-14:00 10:00-19:00 05:00-14:00
Write in poolside logbook about events occurring daily During the day x x x
F&B guest service following the restaurant standard During the day x x x
Return used beach towels to the towel cabinet, then in the laundry bin During the day x x x
FOC Cold Towel Service in the afternoons with immediate collection of the towels 13:00 & 15:00 x
Close umbrellas and remove to activity store/umbrella box
Move sun beds to their designated area and stack them, cover with designated covers
(Assistance from the restaurant if necessary) 19:00 x
Remove kayak equipment to store, lock kayaks at the beach (if applicable) 19:00 x
Ashtrays and magazines are returned to the pool bar 19:00 x
All newspapers are to be disposed 19:00 x
Leave 20 pool-towels in the towel station and notify the Restaurant Manager (spare towels for guests using the
swimming pool after the regular closing hours) 19:00 x
All activities to be packed-up and returned to store 19:00 x
WomenT Men
oilette Toilette
Pool
Bar Store
Store
27
Service
Store 21
26
2nd Floor
31 22
34
25
24 23
33 32
Capacity Capacity
8 30
Pool
WomenT
oilette
Men
Toilette
Bar
15
14
4
5
Room Service
Area
16 3
15
13 6
1st Floor 9
17 8 07
18
"Name of
Restaurant"
1 Floor plan
12 11 2
Capacity Capacity
Total Capacity: 96
26 30
Food & Beverage

Room Service Standards
Objective
Room Service is offered to provide dining convenience to in-house guests who whish to have
their meals served in a private area.
All equipment must be portable and durable to withstand constant movements.
Associates have to be specially trained, as they are required to work independently without
supervision.
Room Service Procedures
Room Service is available in every company property, regardless of size.

Room Service is available 24 hours or depending on the company property concept.
Guests are given a high-quality, detailed Room Service menu.
All Room Service orders are cleared from the guest room within 45 minutes after being served, or
as differently requested by the guest.
Service is courteous, rapid and discreet.
Before serving a room, the room service associate checks that sufficient equipment is provided
and that it is of satisfactory quality.
The presentation must be flawless (linen, equipment etc.).
Ensure that dishes are always of high quality and that they are presented elegantly.
Ensure that the following service rules are respected:
Appropriate temperature of both, food and beverages.

Butter at the correct temperature.
Bread rolls/pastries slightly warmed.
Freshly made coffee or tea.
Pre-ordered breakfast (if applicable)
Pre-order forms are made available to guests the evening before in their rooms.
Service times are indicated on the order form: between 07:00 and 14:00.
Clearly indicate the time that order forms will be collected, but provide for a second collection
two hours after the first.
Always provide the breakfast service within the times specified by the guest (tolerance of 05
minutes).
Food & Beverage

Breakfast ordered by telephone
This service is available from 07:00 to 14:00.

Ensure that room service associates assigned to take orders speak fluent English.
Answer the telephone within three rings.
Always greet customers and call them by their name.
Always repeat the order to the guest.
Reconfirm the room number.
Enter the guests name and room number on the order form.
Thank the guest for his/her order.
There is no delay of any room service order as it is handled first priority!
At the Guest Room
Knock the door/Ring the bell and announce: Room Service. Wait 10 seconds before you
knock/Ring the bell again, if there is no answer.
Greet the guest by his/her name (noted on the order form).
Ask for permission to enter the room.
Offer to set up on the table or on the balcony. Offer to open the curtains, or switching on lights.
Place the tray on the tray jack and set up the table.
Lay down the place mat and set up cutlery, also salt & pepper shaker and flowers.
Verify back that the breakfast is correct according to his/her order.
Offer to serve any hot drinks.
Ask the guest to sign the bill.
Offer to remove any trays, cutlery or baskets left in the room.
Inform the guest when the tray will be collected.
Thank the guest, by using his/her name.
Ensure that all trays are removed after 45 minutes at the latest. Announcing the tray clearance
according to first service stated above.
Lunch/Dinner/Snack/Supper Service
Orders are taken in the same way as for breakfast, with the addition of the daily special and
wine up-selling.
Knock the door/Ring the bell and announce: Room Service. Wait 10 seconds before you
knock/Ring the bell again if there is no answer.
Greet the guest by his/her name (noted on the order form).
Offer to set up on the table or on the balcony.
Place the tray on the tray jack and set up the table.
Lay down the place mat and set up cutlery, also salt & pepper shaker and flowers.
Verify back that the breakfast is correct according to his/her order.
Ask the guest to sign the bill.
Offer to remove any plates, cutlery or baskets left in the room.
Inform the guest when the items will be collected.
Thank the guest, by using his/her name.
Ensure that all trays are removed after 45 minutes at the latest. Announcing the tray clearance
according to first service stated above.
Food & Beverage

Pick-up Tray (Clearing the dirty tray)
Schedule of clearing the orders must be within 35-45 minutes after having served the guest in
his/her room.
When the guest orders from room service and the waiter comes back from the meal delivery, he
has to check other floors for used items.
Order taker/Operator must inform the room service associate immediately when he/she
receives a phone call from the guest room.
Every 2 hours the respective room pantries are cleared.
Each period of clearing plates, baskets, the room serivce associate must check all service
equipment of order. If items are lost or broken, the waiter has to inform the Manager or Captain
in charge and fill in the form.
Preparation (Mise-en-place)
Take the room service order (printing slip) with hotel pen and bill folder to the Room Service
Station.
Prepare the room service tray according to the order. All equipment must be prepared on the
tray before any hot or cold dishes are placed on the tray.
The following items must be on stock and refilled daily:
Napkins
Placemats
Salt & pepper shaker
Tray jack stand
Paper napkins, prepared folded
Cleaning cloth
Whipping cloth
Flower vase with flowers
Complete set of cutlery for all course-types
Ashtrays
Condiment sachets
White and brown sugar sachets, sugar substitute
Bread knife and plates
Ceramic containers for condiments
Additional Notes
All hot dishes such as; egg, bacon, ham, sausages, potato/starch is produced fresh and
according to DHR Production Procedures. In Grands Hotels, never use room service breakfast
items from the buffet.
All beverages are served from the respective area, hot beverages must be served in thermos
pots or appropriate.
Butter portions, salted and unsalted, are kept in the fridge.
Hot dishes are covered with its respective metal cover or in a heater box and are not covered
with plastic film.
Food & Beverage

Additional Notes - Continued
Responsible for refilling the daily stock and the cleanliness of the area is the assigned person in
charge of Room Service, if no person is assigned that day, the Restaurant team is assigned and
held responsibilities for it.
Room Service Station will be checked by Restaurant Manager or Room Service
Manager/Captain every day/evening before shift end.
The following have to be checked:
Cleanliness of area, including fridges; storeroom and Room Service station, siphons, dishwashing
machine and glass racks. Nothing is to be stored on the floor.
Storeroom and fridges are locked, lights are switched off.
Par Stock of Room Service Station is completed by Restaurant Manager or Room Service
Manager/Captain.
Food & Beverage
Update: 24.06.08 / CO-FBS-S0P-101
Room Service - Process Diagram
Process Diagram Breakfast order by telephone:
Start of process Answer the telephone within three rings; Good

morning this is the Name of Restaurant, Khun
Somchai speaking, how may I assist you?
Guest indicates to order breakfast and did never order Guest indicates to order breakfast and did order breakfast
breakfast before; We have a nice selection of 6 before; Today, may I recommend our healthy Spa breakfast
different breakfast sets for you to choose from Mr Brown?
Explain all six types of sets. May I recommend our
traditional Continental breakfast?
Follow the breakfast set menu to ensure the guest has all contents chosen from the respective breakfast set:
I.e.: The Continental Breakfast Set
1st: One glass of fruit juice What kind of juice would you like to have? We have
2nd: Fruit Selection How about a small selection of fresh fruits Mr Brown?
3rd: Freshly baked breads;Today may I recommend Butter croissants and Blueberry muffins, or maybe toast? We do also
have
4th: Condiments: What would you prefer to go with your croissants, honey or butter, strawberry jam or bitter-orange-
marmalade?
5th: Coffee or Tea: Would you like to have coffee, tea or even a hot chocolate?
Order taker posts the respective order into POS or Offer todays newspaper: Would you like to have the
Captain Order by repeating the order: May I repeat Bangkok Post or The Nation for your reading pleasure
your order that would be, Is there anything else Mr
Brown?
Yes/ No
Confirm room number, name and time of delivery: Your room number is 234, Mr & Mrs. Brown,
and you order will be delivered within 20 minutes
If the guest stays in the Superior or Spa Villa room category, inform of the applicable sur-charge:
I may inform you Mr Brown that there will be a sur charge of 15 USD posted to your room.
If the guest does not want to pay the extra sur charge, kindly invite the guest to the
Yes No signature breakfast restaurant: Dear Mr Brown, I apologize for the inconvenience and
may I invite you to theour signature restaurant for breakfast? Shall I reserve a nice
table for you and your wife? Guest will or will not reserve a table at this point. Follow
reservation procedure if guest reserves a table.
Thank the guest for his/her order: Thank you for your Enter the guests name and room number on the
order and I wish you a very nice day order form
Prepare tray & tray stand with equipment
End of breakfast order by telephone process
Food & Beverage
Update: 24.06.08 / CO-FBS-S0P-101

Process Diagram Breakfast delivery to the room:
Start of process
Knock the door and announce: Room Service

(Wait 10 seconds before you knock again if there is no answer)
Greet the guest by his/her name (noted on the order form);
Good morning, my name is Khun Somchai from room service,
may I enter your room?
Offer to setup breakfast on the dining table or on the balcony

Excuse me Mr Brown, where would you like to have your
breakfast, shall I set it up on the table or would you like to eat If the guest whishes to sit outside, setup the tray on the
outside? balcony table
If the guest whishes to sit inside setup the tray on the dining
table
Offer to open the curtains and to switch on the light: May I At this point, associate starts at least one attempt to
open the curtains for you?, Would you like to me to switch on have a small conversation: What are your plans today
the light? Mr Brown?, Are you going for an excursion?, Did you
tray our Spa already?
Place the tray on the tray jack and set up the table
Lay down the place mat and set up cutlery, also salt & pepper
shaker, flower vase, condiments etc
Verify back that the order is complete: That would be two

Continental breakfast with The guest does not need any assistance and will pour
Ask guest whether you may assist in pouring any hot the beverage by him/herself
beverages: Would you like me to serve you the two hot
coffees?
Pour hot beverages in its respective equipment
Ask the guest to sign the bill: This would be your bill Mr Brown, Offer to remove any used room service items: I have
may I have your signature please? noticed that you have finished your fruit basket, may I
clear it for you?
Inform the guest when the tray will be collected: When would
you like me to clear your breakfast? Is 45 minutes fine with
you?
Leave the guest room by using his/her name: Have a Visit all room pantries in the hotel by collecting all used
wonderful breakfast and enjoy you day Mrs/Mr Brown equipment by checking the room pantry list
End of breakfast room service delivery process
Food & Beverage
Update: 24.06.08 / CO-FBS-S0P-101
Process Diagram Clearing of Room Service Delivery:
Start of process Start of process
Room Service Associate checks the room service schedule with Room Maids/ Public Cleaner will immediately clear any
the indicated time of delivery to the guest room room service trays which are placed outside the guest
door and remark the tray and room number in the form ,
in order to indicate the room service associate which
room has been cleared.
Guest courtesy call to the room: 5 Minutes before 45 minutes
associate makes a phone call to the room by saying: Good
morning/ afternoon/ evening Mr Brown, I apologize to disturb,
have you finish your breakfast/ lunch/ dinner, may I clear your
tray? The guest does need more time, do not disturb them
anymore, wait ten more minutes
Immediately make your way to the guest room to collect the If the tray from the guest room is not in the room pantry,
tray. If the tray is not outside the corridor, proceed to the room collect the tray by visiting the room pantry during the
pantries to collect the tray next scheduled round.
End of process
Process Diagram Clearing of Floors & Room Pantries:
Start of process Start of process Start of process
After any room service delivery, check After receiving a phone call from Every 60 minutes, the room service
all floors & pantries for empty trays, fruit the guest room or the room maid, associate proceeds with the tray or
baskets etc proceed to the pantries and trolley to collect all used items in
collect all used items the corridors and pantries
In the room pantry complete the Removal of room service order form for recording purposes.
After every room service shift end the person in charge will End of process
collect all forms by visiting all pantries, replacing of new form
and collecting of used items
Food & Beverage
Update: 24.06.08 / CO-FBS-S0P-101
Process Diagram Lunch / Dinner/ Snack and other F&B orders by telephone:
Start of process Answer the telephone within three rings; Good afternoon/ evening this is the name of
Restaurant, Khun Somchai speaking, how may I assist you?
Guest indicates to order lunch/ dinner/ snacks/ etc and did Guest indicates to order and did order through room service
never order through room service before; We have a very before; Today, may I recommend a healthy chilled Spanish
nice selection of various types of cuisine for you to choose Gazpacho to start your dinner Mr Brown?
from
Explain the food menu. On the first page you will see
carefully selected starters recommended by our Chef? etc
Follow the menu item to ensure the guest has all contents chosen from the respective item (side dishes degree of doneness etc):
I.e.: Australian free range lamb chops
1st: Degree of doneness How would you like to have your lamb, rare, medium rare, medium or well done?
2nd: Side Dishes: What kind of side dishes can I recommend Mr Brown, are you fancy for some baked potatoes or French Fries?
3rd: Type of sauce; Today may I recommend a light mushroom cream sauce to go with your lamb chops? We do also have
4th: Up-selling: What kind of red wine can I serve you, a small carafe of Echeverria Carmenere, it would suit your lamb chops
very well Mr Brown
4th: Dessert up-selling: How about the best dessert from Thailand, mango with sticky rice, it is very smooth and special?
Order taker posts the respective order into POS or Offer todays newspaper: Would you like to have the
Captain Order by repeating the order: May I repeat Bangkok Post or The Nation for your reading pleasure
your order that would be, Is there anything else Mr
Brown?
Yes/ No
Confirm room number, name and time of delivery: Your room number is 234, Mr & Mrs. Brown,
and you order will be delivered within 30 minutes
Thank the guest for his/her order: Thank you for your Enter the guests name and room number on the order form
order have a very nice day/ afternoon/ evening/ night
Prepare tray & tray stand with equipment, if not done

yet
End of room service order by telephone process
Food & Beverage
Update: 24.06.08 / CO-FBS-S0P-101

Process Diagram Lunch/ Snack/ Dinner delivery to the room:
Start of process
Knock the door and announce: Room Service

(Wait 10 seconds before you knock again if there is no answer)
Greet the guest by his/her name (noted on the order form);
Good afternoon/ evening, my name is Khun Somchai from
room service, may I enter your room?
Offer to setup the meal on the dining table or on the balcony

Excuse me Mr Brown, where would you like to have your If the guest whishes to sit outside, setup the tray on the
lunch/ dinner/ snack, shall I set it up on the table or would you balcony table
like to eat outside?
If the guest whishes to sit inside setup the tray on the dining
table
Offer to open to switch on the light: Would you like to me to At this point, associate starts at least one attempt to
switch on the light? have a small conversation: What are your plans this
afternoon Mr Brown?; Did you ever try our Dara Pirom
Spa in the evenings, its so beautiful?
What did you do today Miss Brown, sightseeing around
the island, how was it?
Place the tray on the tray jack and set up the table
Lay down the place mat and set up cutlery, also salt & pepper
shaker, flower vase, condiments, light candle etc
Verify back that the order is complete: That would be two The guest does not need any assistance and will pour
Australian prime beef, medium with the beverage by him/herself
Ask guest whether you may assist in pouring any hot
beverages: Would you like me to serve you the two hot
coffees?
Pour hot beverages in its respective equipment
Ask the guest to sign the bill: This would be your bill Mr Brown, Offer to remove any used room service items: I have
may I have your signature please? noticed that you have finished your fruit basket, may I
clear it for you?
Inform the guest when the tray will be collected: When would
you like me to clear your order? Is 45 minutes fine with you?
Leave the guest room by using his/her name: Have a Visit all room pantries in the hotel by collecting all used
wonderful lunch/ dinner, snack and enjoy equipment by checking the room pantry list
End of Lunch/ Snack/ Dinner delivery to the room process
Order Delivery Clearing
Room No. Food Item Remark
Time Taker Time GSA Time GSA
Acknowledged by: DATE:
Food & Beverage

Standard Room Service Tray Setup - Sample
Breakfast Setup 2 PAX
AMERICAN SET with Coffee/ 1x Tea & milk
1x large tray with inlay

2x Place mats
2x Napkin w/:
2x Table Knife
2x Table Fork
2x Coffee Spoon
2x Bread Knife
2x Coffee Cup
2x Coffee Saucer
2x Fruit Bowl
2x Jam or honey & Butter
1x Milk
1x Bread basket
1x Toothpick Holder w/:
8 Sugar, 4 Coffee mate,
4 Toothpick
S&P shaker
2x Juice Glass
1x Thermos Pot
1x Tea Pot
2x Omelet with sausages and bacon
2x Cover, stainless steel
Food & Beverage

AMERICAN SET with

2 Coffee & milk
2x Place mats
2x Napkin w/
2x Table Knife
2x Table Fork
2x Coffee Spoon
2x Bread Knife
2x Coffee Cup
2x Coffee Saucer
2x Fruit Bowl
1x Milk
1x Bread basket
4 Toothpick
S&P shaker
2x Juice Glass
1x Thermos Pot

Food & Beverage

GERMAN SET with

1x Coffee/ 1x Tea

2x Place mats
2x Napkin w/:
2x Table Knife
2x Table Fork
2x Coffee Spoon
2x Bread Knife
2x Coffee Cup
2x Coffee Saucer
1x Milk
1x Bread basket
4 Toothpick
S&P shaker
2x Juice Glass
1x Thermos Pot
1x Tea Pot
2x Cold cuts with cheeses

Food & Beverage

CONTINENTAL SET with

1x Coffee/ 1x Tea
2x Place mats
2x Napkin w/:
2x Table Knife
2x Table Fork
2x Coffee Spoon
2x Bread Knife
2x Coffee Cup
2x Coffee Saucer
2x Fruit Bowl
1x Milk
1x Bread basket
4 Toothpick
S&P shaker
2x Juice Glass
1x Thermos Pot
1x Tea Pot
2x Dessert Plate
Food & Beverage

Breakfast Setup 1pax
AMERICAN SET with

1x Coffee
1x small tray with inlay
1 Place mat
1x Napkin w/:
1x Table Knife
1x Table Fork
1x Coffee Spoon
1x Bread Knife
1x Coffee Cup
1x Coffee Saucer
1x Fruit Bowl
1x Jam & Butter
1x Milk
1x Bread basket
2 Toothpick
S&P shaker
1x Juice Glass
1x Thermos Pot

Food & Beverage

GERMAN SET with

1x Coffee
1 Place mat
1x Napkin w/:
1x Table Knife
1x Table Fork
1x Coffee Spoon
1x Bread Knife
1x Coffee Cup
1x Coffee Saucer
1x Milk
1x Bread basket
2 Toothpick
S&P shaker
1x Juice Glass
1x Thermos Pot
1x Cold Cuts with cheeses

Food & Beverage

CONTINENTAL with Coffee

1 Place mat
1x Napkin w/:
1x Table Knife
1x Table Fork
1x Coffee Spoon
1x Bread Knife
1x Coffee Cup
1x Coffee Saucer
1x Fruit Bowl
1x Jam & Butter
1x Milk
1x Bread basket
2 Toothpick
S&P shaker
1x Juice Glass
1x Thermos Pot
1x Dessert Plate
Food & Beverage

Soup Setup 1pax
1 Place mat
1x Napkin w/:
1x Soup Spoon
1x Bread Knife
1x Soup Plate
1x Bread Plate
1x Bread basket
2x Toothpick
S&P PATRA shaker
1x Thermos Pot, silver
For Thai Soup use Thai

Soup Bowl
Food & Beverage

Soup & Main Course

Setup 1pax
1 Place mats
1x Napkin w/:
1x Table Knife
1x Table Fork
1x Soup Spoon
1x Bread Knife
1x Soup Plate
1x Main Course with Cover
1x Bread Plate
1x Bread basket
2x Toothpick
S&P shaker

Soup Bowl
Food & Beverage

Soup & Main Course

Setup 2pax
2x Place mats
2x Napkin w/:
2x Table Knife
2x Table Fork
2x Soup Spoon
2x Bread Knife
2x Soup Plate
2x Main Course with Cover
2x Bread Plate
1x Bread basket
4x Toothpick
S&P shaker

Soup Bowl
Food & Beverage

White Wine Setup 2pax
1x Wine Bucket with ice
1x Wine Napkin
1x Dessert Plate with artichoke napkin fold
1 BB plate with cork screw
2x White wine glass/Riesling Riedel
Food & Beverage

Red Wine Setup 2pax
1x Wine Napkin
2 BB plate with cork screw
2x Glass Cabernet Riedel
Food & Beverage

Bar-Pool Service Standards
Objective
This SOP is to ensure the smooth daily operation at the pool/pool bar and its up-selling.
Generating of revenue strongly depends on the frequency of up-selling rounds made by the pool
associates and the ability and willingness of the team to provide customers with the best possible
level of service.
The pool side/beach side is besides the consumption in the Hotel/Resorts restaurant, a (Resort-)
guests longest associate-contact during his/her entire stay, thus making a pool/beach associate
with proper attitude/attributes and knowledge of high importance to every corporate property.
Opening procedures
Pool associate will collect all keys for fridges etc. He/She will sign for the received keys in the
respective key logbook at its respective key issue department.
A short pre-briefing with all pool associates will be held briefing occupancy, expected
number of guests, VIPs staying in-house and eventual special billing instructions or any other
topics being of importance for a smooth running of the outlet.
A grooming check will be performed.
The Captain/Manager will distribute the necessary working tasks.
Daily mise-en-place is made: Ice cubes, beverages, drinks, fruits for garnish and all operating
equipment will be prepared in accordance to the set par stock level.
Captain/Manager checks that the mise-en-place has been done correctly.
Covers of all pool beds will be removed, folded and stored at its designated area.
Any damaged covers are forwarded to Housekeeping; scratched or damaged pool beds or
umbrellas are sent to the carpenter with a maintenance request.
Pool Attendants are responsible for perfect appearance and working condition of all pool
beds, covers and umbrellas at the pool.
Setup and mise en place completes by 09:00 latest.
Standard setup and layout of sun beds
Sun beds are set depending on locations. A set shall include (at least); one umbrella, two sun
chairs/beds and one pool table with promotion stand, ashtray and pool menus.
All sun beds are setup in pairs of 2 beds with a small table in between.
All (wooden) pool beds are placed towards the same direction. All pool bed head rests are
set in a slightly upright position.
Pool towels are folded in half, rolled and placed at the lower part of the backrest. An orchid
or similar will be placed on top of the rolled towel.
Once guests arrive, associates ask the guests name and room number and check with the
rooming list that the guest is in-residence, hence entitled to use the pool. No signature will be
asked from the guest.
Under no circumstances are outsiders allowed to use the pool, unless management has
approved it. All company properties provide the exclusive right to use swimming pool
facilities, sun bed areas by themselves.
Food & Beverage

Pool dining setup
If guests like to order from the food menu, associate must ask the customer if they would like
to dine in the restaurant or at the Pool Bar (counter/table).
Menu availability: regular pool menu with additional cocktail drink list and promotions.
The Pool bar counter/table is set with sets of cutlery, glasses and placemats as well as
condiments. For safety reasons, guests who are ordering on wooden deck, beach, sand or
grass area (basically any area outside of the pool bar counter/table without a proper table
etc.), food and beverages are served in plastic ware only, no crockery or glassware is used.
Complementary cold towels
At least one time per day, pool associates distribute complimentary cold towels to all guests,
preferably in the afternoon.
Towels will be distributed with a tongue and never by hand!
Cold towels are collected immediately after use by using a service tray.
Up selling rounds
Associate performs regular tours around the pool, asking guests whether they would like to
order any foods or beverages. These tours are made every 15-30 minutes.
Associate visibly carries the following items: Pool menu and drink list.
A daily target of which item is to be pushed will follow the following schedule:
Cocktail of the month, xx drinks

Fruit juices, xx bottles
Beers, xx bottles
Ice cream, xx portions
Get a minimum of xx bookings for an evening event
Get xx bookings for any restaurant(s) within the hotel
Associate also makes rounds shortly before and during the daily happy hour, informing the guest
about the buy one get one free promotion. Shortly before the end of the happy hour, associate
informs the guest regarding last orders.
Uniform and grooming standard
Polo shirt and kaki short trousers or as per the hotels individual uniform standard.
Shaved, cut nails and short hairs not touching the shoulders.
Cap, black or cream with company label or no label.
Food & Beverage

Children toys
A toy box is visibly placed in the area, containing several toys for children and families, such
as water balls, card games, etc.
Remark: No full-size boats are allowed at and in the pool for safety reasons.
Coloring books/papers and crayons.
Drinking water policy
Hotel company reserves the right to refrain from serving free drinking water at the pool
and beach area.
Food and beverage items purchased outside the hotel
Under no circumstances are privately purchased items allowed to be consumed at the

poolside, this also includes purchased mini-bar items from the guest room.
A framed notice sign is visibly placed in the pool or beach area and may be shown to guests
not respecting the above.
In case a guest does not respect the F&B items purchased outside of the hotel policy, the
pool Supervisor informs the Dir. of Service/Bar Manager or the Management immediately.
Pool bed reservation policy
Under no circumstances are pool beds reserved.

After 30 minutes of absence, the pool attendant removes personal belongings from
unattended pool beds.
A framed signage is shown to guests in case that the above is not being respected.
In case of guest complaints, the pool attendant informs the Captain or Manager.
Additional Notes
A minimum of 2 international newspapers and a minimum of 2 magazines are available.

Cold scented towels are available at the bar desk.
Sun beds are available for guests until the official closing time.
Weather station is accurate and cleaned before 09:00 daily.
Food & Beverage

Guest Relation
The Concierge/GSA and one F&B associate/Hostess (depending on department) perform a

daily round at the pool and interact with guests. This round is performed at 16:00.
During weekdays, the associate up-sells F&B events/Restaurant dinners, being organized in
the evenings.
The Concierge/GSA sells other activities, such as cooking classes, market tours, hotel
inspections or any other hotel activities.
The Concierge/GSA also seeks to gain feedback on our product and services and find ways
to make the guests holiday even more comfortable.
Closing the bar
All towels are collected; clean towels stored and all used towels brought to laundry for
cleaning. (Must be counted and recorded).
Pool beds are re-arranged and sun beds covered.
If setup is re-arranged for dinner service; Re-arranging of pool beds does not start before
18:00, since guests commonly enjoy the early evening relaxation at the beach.
All recycle bins are emptied and papers collected.
All dirty operating equipment is returned to stewarding.
Inventory of used equipment is taken and order for next day placed.
Sink and all fridges are cleaned. Fridges and storerooms must be locked.
Floor of pool bar and poolside is to be cleaned.
Ice container is to be emptied.
Toys are stored in the store or where appropriate.
Cleaning towels are sent to laundry for washing (do not wash by hand!).
All keys are returned to the designated area and the associate signs the respective logbook.
Daily Sales-, breakage- and void-reports are filled in duly with order checks submitted to
manager/Accounting.
Customer satisfaction
Customer complaints are closely monitored by the F&B management.

In case of an overall unsatisfactory feedback or complaint regarding a particular associate,
associate is transferred to any available position in the department, also applicable to night
shift.
It is understood that the Pool/Bar Captain/Manager is responsible for the performance of this
outlet and it is his/her task to ensure that all standards are being understood by existing and
newly recruited associate members.
Training of the standards is the responsibility of the Pool/Bar Captain/Manager or F&B
Management.
Food & Beverage

Process Diagram Bar-Pool Attendant
Objective
This SOP is to ensure the smooth pool bar service sequences provided to guests.
Guest Welcome
Start of Procedure
1. When guest approaches the pool bar, greet the guest with eye contact, smile and a Wai, all
guests are greeted by using their name:
Sawasdee Krab/Ka, welcome to the pool bar", "Sawasdee Krab/Ka Mr. Brown, welcome to the
pool bar".
2. When seating the guest, always ask how many people they are?
"How many person would you be Madam/Sir?
3. Point out an available bar seat to the guest, also ask if the guest prefers either to sit on a pool chair
or bar stool:
"Would you like to sit at the bar or do you prefer to sit in one of our pool chairs Madam/Sir?.
4. Then escort the guest to the seat on our lead:

"Right over here Madam/Sir, this way please".
5. Offer newspaper or magazine to single guests:

How about the Bangkok Post or The Nation Madam/Sir.
End of Procedure
Beverage Recommendations
Start of Procedure
1. Recommend the special of the day, before presenting the menu:

"May I recommend you our special of the day Madam/Sir, today we have a refreshing Mai Tai the
perfect mix of rum, orange Curacao, amaretto, fresh mix fruit juices with grenadine syrup taste,
very fruity", "For the non-alcohol cocktail, today we have Virgin Colada a very smooth cocktail
mixed with pineapple juice, syrup, milk and coconut milk".
2. If the guest doesnt want any of the daily special of the day but want to have some
recommendations for other drinks, present menu to the guest:
"May I recommend a refreshing Mojitoetc?"
3. If the guest wants to have some wine, recommend to the guest our available wines from the menu
and ask more specifically what type of wine the guest is looking for: "Which kind of wine would
you like to have Madam/Sir, white wine, red wine, ros wine, sweet wine or house wine?"
Food & Beverage

Beverages Recommendations - Continued
4. If the guest wants to have some ros wine, recommend our available ros wine to the guest: "For
the ros wine, we have a very nice Ctes de Provence from France, would you like to try
Madam/Sir".
5. If the guest wants to have some sweet wine, recommend our available sweet wine to the guest:
"For sweet wine we have a very nice Eiswein from Austria, would you like to try Madam/Sir?"
6. If the guest wants to have some wine by the glass, ask which house wine they would like to have?:
"Today we have Culemborg, Sauvignon Blanc a white wine from South Africa, Jean d' Aosque
Merlot, red wine from France".
7. If the guest wants to have a cocktail, provide the guest the menu with some suggestions: "We
have a very extensive drink list, what kind of cocktail would you like Sir/Madam? A fancy and fruity
cocktail or a stronger cocktail?"
8. If the guest wants to have a beer, provide the guest the menu with a short description: "We have
local and imported beers, which one would you prefer Madam/Sir?", We have Heineken, Singha
beer etc.
9. If the guest wants to have a soft drink provide the menu to the guest with suggestions of our daily
fresh fruit juices: "We have a lot of daily fresh fruit juices or blends from our list, may I recommend a
fresh orange juice, here is the menu for you to choose from Madam/Sir".
10. If the guest doesnt want any of the recommended drinks, present the menu to the guest and let
them take a look until they are ready to order: "May I present you our drink list for you Madam/Sir?"
11. If the guest has finished looking at the menu and is ready to order, write down the order into a
captain order: "Are you ready to order? What drink would you like to have Madam/Sir?"
12. After the guest has finished his order, always repeat the order to the guest to ensure that all items
and remarks are correct: "May I repeat your order Madam/Sir? You have ordered, 1 Singha beer,
1 Jack Daniel's on the rocks with 4 ice cubes, and 1 Mai Tai, less sweet but sourer ?
13. If the order is correct, greet the guest before you leave the table:
"Thank you very much".
14. Post the order into the POS immediately, then start preparing the order.
End of Procedure
Food & Beverage

Serving of Beverages
Start of Procedure
1. Serve the drink to the guest immediately when order has been prepared, by announcing the drink:
"Excuse me Madam/Sir, this would be 1 Singha beer, 1 Jack Daniel's on the rocks with 4 ice cubes
and 1 Mai Tai, less sweet but more sour".
2. Greet the guest before leaving the table: "Thank you very much enjoy your drinks".
3. Check the satisfaction of the guest after serving the drinks: "How is your drink?", I hope everything
is up to your satisfaction?
4. If there is nothing wrong with the drinks and the guest likes them, greet the guest before leaving
the table: "Thank you very much and enjoy your drinks".
5. If there is something wrong follow the guest complaint process: Excuse me Madam/Sir, how may I
help you? Is there something wrong with the drink?
6. Let the guests enjoy their drinks, ask for guest satisfaction after they have finished their drinks or
meal: "How was your drink, Madam/Sir, did you enjoy it?"
End of Procedure
Up selling of beverages, food and after meal coffee or tea
Start of procedure
1. Up-selling of second drink: when the glass or bottle is nearly empty about 25-30% of the glass, you
may ask to serve another glass or bottle: "Would you like some more wine, beer, cocktail or drinks
Madam/Sir?" or "Would you care for another Madam/Sir?"
2. Up-selling of food, also ask the guest after they have received their drinks if they would like to
have some snacks such as a light tuna salad from the menu: "Would you care for a light snack
Madam/Sir, may I recommend a light tuna salad Madam/Sir".
3. Up-selling digestive drinks special coffees, coffee or tea. Give the guest a little rest for 5 minutes
after their meal, and ask if they would like to have some coffee, tea or digestive cocktails: "Would
you like to have a digestive such as a Fernet Branca, a special coffee some of our selected teas?"
4. If the guest has finished looking at the food menu and is ready to order, write down the order into a
captain order: "Are you ready to order? What would you like to have Madam/ Sir"
Food & Beverage

Up selling of beverages, food and after meal coffee or tea - Continued
5. After the guest has finished his order, always repeat the order to ensure that all items are correct:
"May I repeat your order Madam/Sir? You have ordered 1 tuna salad and 1 poh pia goong.
6. Greet the guest before leaving the table: "Thank you very much Madam/Sir"
7. Post the order into POS immediately then let the associates prepare the order.
End of Procedure
Serving of Meals
Start of Procedure
1. Serve the meal to the guest and announce the dish: "Excuse me Madam/Sir; this would be 1 tuna
salad and 1 Poh pia goong".
2. Greet the guest before leaving the table:

"Thank you very much, enjoy your meal".
3. Check for guest satisfaction:

"How is your meal?", I hope everything is up to your satisfaction?
4. Greet the guest before leave the table:

"Thank you very much and enjoy your meals"
5. If there is something wrong follow the guest complaint process: Excuse me Madam/Sir, how may I
help you? Is there something wrong with the food?
6. In case the order comes with condiments make sure all condiments are prepared at the table
before serving the dish/course, assist the guest with the condiments:
"Would you like to have some pepper?"
7. Let the guest enjoy his/her meal. Ask for guest satisfaction after he/she has finished:
"How was your meal, Madam/Sir, did you enjoy it?"
End of procedure
Food & Beverage

Payments & Farewell
Start of Procedure
1. If the guest wants to leave and asks for the bill, check if the order is correct with no missing items,
then present the closed bill folder to the guest: Here is your bill Madam/Sir.
2. Collect the folder with a Wai: "Thank you very much Madam/ Sir".
3. After returning the bill to the cashier, return the change to the guest and greet the guest with a Wai:
"Thank you very much Madam/ Sir".
4 When the guest is ready to leave, farewell him/her with a Wai:

"Thank you very much Madam/Sir, I hope to see you again and I wish you a very nice morning/
day/evening/night".
End of procedure
Beverages - Basic guest complaint handling
Find out what is wrong:

Excuse me Madam/Sir how may I help you, what is wrong with the drink?
1. If it too sweet!
Offer more lime juice to add to the drink.
2. If it too sour!
Offer more syrup to add to the drink.
3. If it too weak!
Offer to add more alcohol to the drink.
4. If it too strong!
Offer to add more sweet and sour, juice or soft drink depending on the recipe to lower the alcohol.
5. If it taste old or bad quality

Check if the ingredients are fresh and the recipe is prepared in the right order.
Food & Beverage

Update: 24.06.08 / CO-FBS-S0P-111
Process Diagram Pool Attendant
Guest Welcome
Start of process
Welcome the
guest with greeting
and Wai
Seat the guest
Offer guest a
newspaper No
Yes
End of process
Food & Beverage

Update: 24.06.08 / CO-FBS-S0P-111
Beverage Recommendations
Start of process
If the guest does not want the

Recommend the special of the day, present
special of the day No
menu to the guest with other
beverage or meal
recommendations
Yes
No
Yes
After taking the order,

post the order into the
POS before the associate
starts to prepare the order
End of process
Food & Beverage

Update: 24.06.08 / CO-FBS-S0P-111
Serving of Drinks
Start of process
Serve drink to the

guest
Check guest
satisfaction after No
guest has tasted
the drink
Yes
Ask the guest what is
wrong with the drink,
correct accordingly
Thank the guest
End of process
Food & Beverage

Update: 24.06.08 / CO-FBS-S0P-111
Up-selling of beverages, food and others
Start of process
Ask if the guest would

like another drink
when the glass or Ask the guest if they
bottle is to 1/3 empty would like to have a
meal after receiving
their drink
Ask if the guest

would like any
digestive, coffee
or tea
Yes No
Take the order, and No more further actions

post into POS
End of process
Food & Beverage

Update: 24.06.08 / CO-FBS-S0P-111
Serving of Meals
Start of process
Serve the dish to

the guest and
assist with the
condiments
Check guest
satisfaction after No
guest has tasted
his/her meal
Check what is wrong with

the dish/meal and correct
Yes where appropriate
Thank the guest
End of process
Food & Beverage

Update: 24.06.08 / CO-FBS-S0P-111
Payments & Farewell
Start of process
Guest asks for the

bill
Check all item(s) Correct the bill

of the bill No
Present the bill to

the guest
Return the bill to

the cashier, and
then return the
change to the
guest
Thank guest with a

Wai
End of process
Food & Beverage

Update: 24.06.08 / CO-FBS-S0P-111
Beverages - Basic guest complain handling
Start of process
Too sweet! - Offer Too weak! - Offer to

more lime juice to add more alcohol to
add to the drink the drink
Ask the guest what is
wrong with the drink
Too sour! - Offer Too strong! - Offer to

more syrup to add add more sweet
to the drink and sour, juice or
soft drink depending
on the recipe
Old or bad quality

Prepare a new drink according
to recipe and with fresh
ingredients
Check the guest satisfaction
End of process
Food & Beverage

Preparation for Coffee Service
Objective
The objective of this procedure is to ensure that coffee is served correctly; steaming hot and freshly
brewed according to standard.
Responsibility
Bartenders/Food servers
Procedure
All associates must have studied the training procedure regarding coffee service beforehand. Before
serving coffee, cappuccino, or espresso the associate must prepare the following:
These tasks must be completed before serving coffee, thus preventing it to get cold.
In a separate plate place cookies or chocolates. (1 per guest).

Have the sugar tray ready with cream and milk.
Prepare all the necessary underlines, spoons that are to be served with the coffee.
Serve the coffee, espresso, or cappuccino with the correct cup.
Once the coffee is on the cup, it will be taken immediately to the guest to ensure it gets there
steaming hot. This is very important for espresso due to its small size.
Cappuccinos are decorated with either a cinnamon stick or powder.
Cappuccino has well-frothed foam on top.
Cappuccinos are prepared with one shot of espresso only. Caf Lattes are prepared with one
shot of coffee.
Food & Beverage

The 1855 Classification of French Crus Classs Chateauxs
The 1855 Classification
In 1855, Napoleon III, emperor of France, decided to throw a Universal Exposition in Paris, a kind of
world's fair, and wanted all the country's wines represented. He invited Bordeaux's Chamber of
Commerce to arrange an exhibit. The members of the chamber knew a hornet's nest when they saw
one, so they passed the buck. They agreed, according to their records, to present "all our crus
classs, up to the fifth growths," but asked the Syndicat of Courtiers, an organization of wine
merchants, to draw up "an exact and complete list of all the red wines of the Gironde that specifies
in which class they belong."
The courtiers hardly even paused to think; two weeks later, they turned in the famous list. It included
58 chateaux: four firsts, 12 seconds, 14 thirds, 11 fourths and 17 fifths. They expected controversy. "You
know as well as we do, Sirs, that this classification is a delicate task and bound to raise questions;
remember that we have not tried to create an official ranking, but only to offer you a sketch drawn
from the very best sources."
Curiously, all of the courtiers' selections came from the Mdoc; with the single exception of Haut-
Brion (they also ranked the sweet white wines of Sauternes and Barsac). It's not that other wine
regions weren't active; the Graves boasted a much longer history, and Cheval Blanc in St.-Emilion
and Canon in Fronsac were highly regarded by the early 19th century. But the 18th century
revolution in wine quality took hold first and most firmly in the Mdoc.
Reaction to the classification was heated. The courtiers' original list ranked the chateaux by quality
within each class, so, for example, Mouton-Rothschild appeared at the head of the seconds. But
undoubtedly responding to criticism, they wrote the chamber in early September insisting that no
such hierarchy had been intended, so the chamber rearranged the list of each class into
alphabetical order.
Since 1855, many changes have occurred in the chateaux's names, owners, vineyards and wine
quality, and because of divisions in the original estates, there are now 61 chateaux on the list. But if
an estate can trace its lineage to the classification, it retains its claim to cru class status. The only
formal revision came in 1973, when after half a century of unceasing effort Baron Philippe de
Rothschild succeeded in having Mouton elevated to first growth.
Food & Beverage

The Official 1855 Classification

(Modern names are in parentheses)
First Growths
Premiers Crus
Chateau:Lafite-Rothschild Pauillac
Chateau Latour Pauillac
Chateau Margaux Margaux
Chateau Haut-Brion Pessac, Graves (since 1986, Pessac-Leognan)
Second Growths
Deuxiemes Crus
Chateau Mouton-Rothschild (became a first growth in 1973) Pauillac

Chateau Rausan-Segla (Rauzan-Segla) Margaux
Chateau Rauzan-Gassies Margaux
Chateau Leoville Las Cases St.-Julien
Chateau Leoville Poyferre St.-Julien
Chateau Leoville Barton St.-Julien
Chateau Durfort-Vivens Margaux
Chateau Gruaud-Larose St.-Julien
Chateau Lascombes Margaux
Chateau Brane-Cantenac Cantenac-Margaux (Margaux)
Chateau Pichon-Longueville-Baron Pauillac
Chateau Pichon Longueville Comtesse de Lalande (Pichon-Longueville-Lalande) Pauillac
Chateau Ducru-Beaucaillou St.-Julien

Chateau Cos d'Estournel St.-Estephe
Chateau Montrose St.-Estephe
Third Growths
Troisiemes Crus
Chateau Kirwan Cantenac-Margaux (Margaux)

Chateau d'Issan Cantenac.Margaux (Margaux)
Chateau Lagrange St.-Julien
Chateau Langoa Barton St.-Julien
Chateau Giscours Labarde-Margaux (Margaux)
Chateau Malescot St. Exupery Margaux
Chateau Cantenac-Brown Cantenac-Margaux (Margaux)
Chateau Boyd-Cantenac Margaux
Chateau Palmer Cantenac-Margaux (Margaux)
Chateau La Lagune Ludon (Haut-Medoc)
Chateau Desmirail Margaux
Chateau Calon-Segur St.-Estephe
Chateau Ferriere Margaux
Chateau Marquis d'Alesme Becker Margaux
Food & Beverage

Fourth Growths
Quatriemes Crus
Chateau St.-Pierre St.-Julien

Chateau Talbot St.-Julien
Chateau Branaire-Ducru St.-Julien
Chateau Duhart-Milon-Rothschild Pauillac
Chateau Pouget Cantenac-Margaux (Margaux)
Chateau La Tour Carnet St.-Laurent (Haut-Medoc)
Chateau Lafon-Rochet St.-Estephe
Chateau Beychevelle St.-Julien
Chateau Prieure-Lichine Cantenac-Margaux (Margaux)
Chateau Marquis de Terme Margaux
Fifth Growths
Cinquiemes Crus
Chateau Pontet-Canet Pauillac

Chateau Batailley Pauillac
Chateau Haut-Batailley Pauillac
Chateau Grand-Puy-Lacoste Pauillac
Chateau Grand-Puy-Ducasse Pauillac
Chateau Lynch-Bages Pauillac
Chateau Lynch-Moussas Pauillac
Chateau Dauzac Labarde (Margaux)
Chateau Mouton-Baronne-Philippe (Chateau d'Armailhac after 1989) Pauillac
Chateau du Tertre Arsac (Margaux)
Chateau Haut-Bages Liberal Pauillac
Chateau Pedesclaux Pauillac
Chateau Belgrave St.-Laurent (Haut-Medoc)
Chateau Camensac (Chateau de Camensac) St.-Laurent (Haut-Medoc)
Chateau Cos Labory St.-Estephe
Chateau Clerc-Milon Pauillac
Chateau Croizet Bages Pauillac
Chateau Cantemerle Macau (Haut-Medoc)
Food & Beverage

Sauternes and Barsac: The Classification of 1855

(Modern names are in parentheses)
Great First Growth

Grand Premier Cru
Chateau d'Yquem Sauternes
First Growths
Premiers Crus
Chateau La Tour Blanche Bommes (Sauternes)

Chateau Lafaurie-Peyraguey Bommes (Sauternes)
Clos Haut-Peyraguey (Chateau Clos Haut-Peyraguey) Bommes (Sauternes)
Chateau de Rayne-Vigneau Bommes (Sauternes)
Chateau Suduiraut Preignac (Sauternes)
Chateau Coutet Barsac
Chateau Climens Barsac
Chateau Guiraud Sauternes
Chateau Rieussec Fargues (Sauternes)
Chateau Rabaud-Promis Bommes (Sauternes)
Chateau Sigalas-Rabaud Bommes (Sauternes)
Second Growths
Deuxiemes Crus
Chateau Myrat (Chateau de Myrat) Barsac

Chateau Doisy Daene Barsac
Chateau Doisy-Dubroca Barsac
Chateau Doisy-Vedrines Barsac
Chateau D'Arche Sauternes
Chateau Filhot Sauternes
Chateau Broustet Barsac
Chateau Nairac Barsac
Chateau Caillou Barsac
Chateau Suau Barsac
Chateau de Malle Preignac (Sauternes)
Chateau Romer (Chateau Romer du Hayot) Fargues (Sauternes)
Chateau Lamothe Sauternes
Food & Beverage

Grape Varietal in Detail
Objective
It is paramount to all DHR F&B Associates the basic understanding and varieties of wine grapes, their
character and taste. This document may assist in describing characters of wines for the hotel/resorts
wine list.
A varietal wine always displays certain qualities, which are inherent in the grape's personality. Muscat
should always be spicy, Sauvignon Blanc a touch of herbal. Zinfandel is zesty, with pepper and wild
berry flavours. Cabernet Sauvignon is marked by plum, currant and black cherry flavours and firm
tannins. Understanding what a grape should be as a wine is fundamental, and knowing what a grape
can achieve at its greatest is the essence of fine-wine appreciation.
In Europe, the finest wines are known primarily by geographic appellation (although this is changing;
witness the occasional French and Italian varietals). Elsewhere, however-as in America, Australia,
South Africa and New Zealand-most wines are labelled by their varietal names; even, sometimes, by
grape combinations (Cabernet-Shiraz, for example). To a large extent, this is because in the United
States, the process of sorting out which grapes grow best in which appellations is ongoing and
Americans were first introduced to fine wine by varietal name. In Europe, with a longer history for
matching grape types to soil and climate, the research is more conclusive: Chardonnay and Pinot
Noir, for instance, are the major grapes of Burgundy. Cabernet Sauvignon, Merlot, Cabernet Franc,
Malbec and Petite Verdot are the red grapes of Bordeaux. Syrah dominates northern Rhne reds.
Barolo and Barbaresco are both made of Nebbiolo, but the different appellations produce different
styles of wine. In Tuscany, Sangiovese provides the backbone of Chianti. A different clone of
Sangiovese is used for Brunello di Montalcino.
Following are descriptions of the most commonly used Vitis vinifera grapes.
Barbera (Red) [bar-BEHR-uh]

Most successful in Italy's Piedmont region, where it makes such wines as Barbera d'Asti, Barbera di
Monferato and Barbera di Alba. Its wines are characterized by a high level of acidity (meaning
brightness and crispness), deep ruby color and full body, with low tannin levels; flavors are berrylike.
Brunello (Red) [broo-NEHL-oh]

This strain of Sangiovese is the only grape permitted for Brunello di Montalcino, the rare, costly Tuscan
red that at its best is loaded with luscious black and red fruits and chewy tannins.
Cabernet Franc (Red) [cab-er-NAY FRANK]
Increasingly popular as both stand-alone varietal and blending grape, Cabernet Franc is used
primarily for blending in Bordeaux, although it can rise to great heights in quality, as seen in the grand
wine Cheval-Blanc. California has grown it for more than 30 years, and Argentina, Long Island,
Washington state and New Zealand are picking it up.
Much blended with Cabernet Sauvignon, it may be a Cabernet Sauvignon mutation adapted to
cooler, damper conditions. Typically light- to medium-bodied wine with herbaceous odors.
Food & Beverage

Cabernet Sauvignon (Red) [cab-er-NAY SO-vin-yon]
The undisputed king of red wines, Cabernet is a remarkably steady and consistent performer
throughout much of the state. While it grows well in many appellations, in specific appellations it is
capable of rendering wines of uncommon depth, richness, concentration and longevity. Bordeaux
has used the grape since the 18th century, always blending it with Cabernet Franc, Merlot and Petite
Verdot. The Bordeaux model is built around not only the desire to craft complex wines, but also the
need to ensure that different grape varieties ripen at different intervals or to give a wine color, tannin
or backbone.
At its best, unblended Cabernet produces wines of great intensity and depth of flavor. Its classic
flavors are currant, plum, black cherry and spice. It can also be marked by herb, olive, mint, tobacco,
cedar and anise, and ripe, jammy notes. In warmer areas, it can be supple and elegant; in cooler
areas, it can be marked by pronounced vegetal, bell pepper, oregano and tar flavors. It can also be
very tannic if that is a feature of the desired style. The best Cabernets start out dark purple-ruby in
color, with firm acidity, a full body, great intensity, concentrated flavors and firm tannins.
Cabernet has an affinity for oak and usually spends 15 to 30 months in new or used French or
American barrels, a process that, when properly executed imparts a woody, toasty cedar or vanilla
flavor to the wine while slowly oxidizing it and softening the tannins.
Carmenere (Red) [car-men-YEHR]
Also known as Grande Vidure, this grape was once widely planted in Bordeaux, but is now associated
primarily with Chile. Carmenere, along with Merlot and Cabernet Sauvignon, was imported to Chile
around 1850. According to Chilean vintners, Carmenere has been mislabelled for so long that many
growers and the Chilean government now consider it Merlot.
Chardonnay (White) [shar-dun-NAY]
As Cabernet Sauvignon is the king of reds, so is Chardonnay the king of white wines, for it makes
consistently excellent, rich and complex whites. This is an amazingly versatile grape that grows well in
a variety of locations throughout the world. In Burgundy, it is used for the exquisite whites, such as
Montrachet, Meursault and Pouilly-Fuisse, and true Chablis; in Champagne it turns into Blanc de
Blancs. Among the many other countries that have caught Chardonnay fever, Australia is especially
strong.
When well made, Chardonnay offers bold, ripe, rich and intense fruit flavors of apple, fig, melon, pear,
peach, pineapple, lemon and grapefruit, along with spice, honey, butter, butterscotch and hazelnut
flavors. Winemakers build more complexity into this easy-to-manipulate wine using common
vinification techniques: barrel fermentation, sur lie aging during which the wine is left on its natural
sediment, and malolactic fermentation (a process which converts tart malic acid to softer lactic
acid). No other white table wine benefits as much from oak aging or barrel fermentation.
Chardonnay grapes have a fairly neutral flavor, and because they are usually crushed or pressed and
not fermented with their skins the way red wines are, whatever flavors emerge from the grape are
extracted almost instantly after crushing. Red wines that soak with their skins for days or weeks through
fermentation extract their flavors quite differently.
Food & Beverage

Chenin Blanc (White) [SHEN'N BLAHNK]
Native of the Loire valley. It is South Africa's most-planted grape, though there is called Steen, and
both there and in California it is currently used primarily as a blending grape for generic table wines.
The great Loire whites vary from dry and fresh to sweet, depending on the vintage and the producer.
In South Africa, Chenin Blanc is even used for fortified wines and spirits.
Dolcetto (Red) [dole-CHET-to]
Almost exclusive to northwest Piedmont, this produces soft, round, fruity wines fragrant with licorice
and almonds that should be drunk within about three years. It's used as a safety net for producers of
Nebbiolo and Barbera wines, which take much longer to age. There are seven DOCs: Acqui, Alba,
Asti, Dinao d'Alba, Dogliani, Langhe Monregalesi and Ovada.
Gamay (Red) [ga-MAY]
Beaujolais makes its famous, fruity reds exclusively from one of the many Gamays available, the
Gamay Noir. It is also grown in the Loire, but makes no remarkable wines. The Swiss grow it widely, for
blending with Pinot Noir; they often chaptalize the wines.
Gewurztraminer (White) [geh-VERTS-trah-mee-ner]
Gewrztraminer can yield magnificent wines, as is best demonstrated in Alsace, France, where it is
made in to a variety of styles from dry to off-dry to sweet. The grape needs a cool climate that allows
it to get ripe. It's a temperamental grape to grow and vinify, as its potent spiciness can be
overbearing when unchecked. At its best, it produces a floral and refreshing wine with crisp acidity
that pairs well with spicy dishes. When left for late harvest, it's uncommonly rich and complex, a
tremendous dessert wine. It is also popular in Eastern Europe, New Zealand and the Pacific Northwest.
Grenache (Red) [greh-NAHSH]
Drought- and heat-resistant, it yields a fruity, spicy, medium-bodied wine with supple tannins. The
second most widely planted grape in the world, Grenache is widespread in the southern Rhne. It is
blended to produce Chteauneuf-du-Pape (although there are some pure varietals). Important in
Spain, where it's known as Garnacha Tinta, it is especially noteworthy in Rioja and Priorato. Grenache
used to be popular in Australia, but has now been surpassed by Syrah; a few Barossa Valley producers
are making wines similar to Chteauneuf-du-Pape. In California it's a workhorse blending grape,
though occasionally an old vineyard is found and its grapes made into a varietal wine, which at its
best can be good. It may make a comeback as enthusiasts of style seek cooler areas and an
appropriate blending grape.
Also, Grenache Blanc, known in Spain as Garnacha Blanca, which is bottled in the Southern Rhne.
It's used for blending in France's Roussillon and the Languedoc, and in various Spanish whites,
including Rioja.
Food & Beverage

Gruener Veltliner (White) [GROO-ner VELT-linner]
The most widely planted grape in Austria, it can be found to a lesser extent in some other parts of
Eastern Europe. It achieves its qualitative pinnacle in the Wachau, Kremstal and Kamptal regions
along the Danube River west of Vienna. Gruner, as it's called for short, shows distinct white pepper,
tobacco, lentil and citrus flavors and aromas, along with high acidity, making it an excellent partner
for food. Gruner is singularly unique in its flavor profile, and though it rarely has the finesse and
breeding of the best Austrian Rieslings (though it can come close when grown on granite soils), it is
similar in body and texture.
Malbec (Red) [MAHL-beck]
Once important in Bordeaux and the Loire in various blends, this not-very-hardy grape has been
steadily replaced by Merlot and the two Cabernets. However, Argentina is markedly successful with
this varietal.
Marsanne (White) [mahr-SANN]
Popular in the Rhne (along with Grenache Blanc, Roussanne and Viognier). Australia, especially in
Victoria, has some of the world's oldest vineyards. At its best, Marsanne can be a full-bodied,
moderately intense wine with spice, pear and citrus notes.
Merlot (Red) [mur-LO]
Merlot is the red-wine success of the 1990s: its popularity has soared along with its acreage, and it
seems wine lovers can't drink enough of it. It dominates Bordeaux, except for the Mdoc and Graves.
Though it is mainly used for the Bordeaux blend, it can stand alone. In St.-Emilion and Pomerol,
especially, it produces noteworthy wines, culminating in Chteau Ptrus. In Italy it's everywhere,
though most of the Merlot is light, unremarkable stuff. But Ornellaia and Fattoria de Ama are strong
exceptions to that rule. Despite its popularity, its quality ranges only from good to very good most of
the time, though there are a few stellar producers found around the world.
Currant and cherry flavours and firm tannins. A second style is less reliant on Cabernet, softer, more
supple, medium-weight, less tannic and features more herb, cherry and chocolate flavors. A third style
is a very light and simple wine; this type's sales are fueling Merlot's overall growth.
Like Cabernet, Merlot can benefit from some blending, as Cabernet can give it backbone, color and
tannic strength. It also marries well with oak. As a wine, Merlot's aging potential is fair to good. It may
be softer with age, but often the fruit flavors fade and the herbal flavors dominate.
Merlot Blanc is produced like a white wine, thus not referring to a green Merlot grape/varietal but
rather the blue Merlot grape/varietal produced in the same way a white wine is produced.
Food & Beverage

Mourvedre (Red) [more-VAY-druh]
As long as the weather is warm, Mourvedre likes a wide variety of soils. It's popular across the south of
France, especially in Provence and the Ctes du Rhne, and is often used in Chteauneuf-du-Pape;
Languedoc makes it as a varietal. Spain uses it in many areas, including Valencia. In the United States
it's a minor factor now, pursued by a few wineries that specialize in Rhne -style wines. The wine can
be pleasing, with medium-weight, spicy cherry and berry flavors and moderate tannins. It ages well.
Muscat (White) [MUSS-kat]
Known as Muscat, Muscat Blanc and Muscat Canelli, it is marked by strong spice and floral notes and
can be used in blending, its primary function in California. Moscato in Italy, Moscatel in Iberia: This
grape can turn into anything from the low-alcohol, sweet and frothy Asti Spumante and Muscat de
Canelli to bone-dry wines like Muscat d'Alsace. It also produces fortified wine such as Beaumes de
Venise.
Nebbiolo (Red) [NEH-bee-oh-low]
The great grape of Northern Italy, which excels there in Barolo and Barbaresco, strong, ageable wines.
Mainly unsuccessful elsewhere, Nebbiolo also now has a small foothold in California.
Petit Sirah (Red) [peh-TEET sih-RAH]]
Known for its dark hue and firm tannins, Petit Sirah has often been used as a blending wine to provide
color and structure, particularly to Zinfandel. On its own, Petit Sirah can also make intense, peppery,
ageworthy wines, but few experts consider it as complex as Syrah itself.
There has been much confusion over the years about Petit Sirah's origins. For a long time, the grape
was thought to be completely unrelated to Syrah, despite its name. Petit Sirah was believed to
actually be Durif, a minor red grape variety first grown in southern France in the late 1800s. However,
recent DNA research shows Petite Sirah and Syrah are related after all. A study done at the University
of California at Davis determined not only that 90 percent of the Petit Sirah found in California is
indeed Durif, but also that Durif is a cross between Peloursin and Syrah.
Just to make things more confusing, in France, growers refer to different variants of Syrah as Petit and
Grosse, which has to do with the yield of the vines.
Pinot Blanc (White) [PEE-no BLAHNK]
Pinot Blanc is used in Champagne, Burgundy, Alsace, Germany, Italy and California and can make a
terrific wine. When well made, it is intense, concentrated and complex, with ripe pear, spice, citrus
and honey notes. Can age, but is best early on while its fruit shines through.
Food & Beverage

Pinot Gris or Pinot Grigio (White) [PEE-no GREE or GREE-zho]
Known as Pinot Grigio in Italy, where it is mainly found in the northeast, producing quite a lot of
undistinguished dry white wine and Collio's excellent whites. As Pinot Gris, it used to be grown in
Burgundy and the Loire, though it has been supplanted, but it comes into its own in Alsace-where it's
known as Tokay. When good, this varietal is soft, gently perfumed and has more color than most
whites.
Pinot Noir (Red) [PEE-no NWA]
Pinot Noir, the great grape of Burgundy, is a touchy variety. The best examples offer the classic black
cherry, spice, raspberry and currant flavours, and an aroma that can resemble wilted roses, along
with earth, tar, herb and cola notes. It can also be rather ordinary, light, simple, herbal, vegetal and
occasionally weedy.
Pinot Noir can certainly be tannic, especially when it is fermented with some of its stems, a practice
that many vintners around the world believe contributes to the wine's backbone and longevity. Pinot
Noir can also be long-lived, but predicting with any precision which wines or vintages will age is often
the ultimate challenge in forecasting.
Pinot Noir is the classic grape of Burgundy and also of Champagne, where it is pressed immediately
after picking in order to yield white juice. It is just about the only red grown in Alsace. In California, it
excelled in the late 1980s and early 1990s and seems poised for further progress.
Riesling (White) [REES-ling]
One of the world's greatest white wine grapes, the Riesling vine's hardy wood makes it extremely
resistant to frost. The variety excels in cooler climates, where its tendency to ripen slowly makes it an
excellent source for sweet wines made from grapes attacked by the noble rot Botrytis cinerea, which
withers the grapes' skin and concentrates their natural sugar levels.
Riesling is best known for producing the wines of Germany's Mosel-Saar-Ruwer, Pfalz, Rheinhessen and
Rheingau wines, but it also achieves brilliance in Alsace and Austria. While the sweet German
Beerenauslese and Trockenbeerenauslese wines, along with Alsace's famed Selection de Grains
Nobles, are often celebrated for their high sugar levels and ability to age almost endlessly, they are
rare and expensive.
The wines from Germany's Mosel region are perhaps the purest expression of the grape, offering lime,
pie crust, apple, slate and honeysuckle characteristics on a light-bodied and racy frame.
Food & Beverage

Riesling (White) [REES-ling]
In Alsace, Riesling is most often made in a dry style, full-bodied, with a distinct petrol aroma. In Austria,
Riesling plays second fiddle to Gruner Veltliner in terms of quantity, but when grown on favored sites it
offers wines with great focus and clarity allied to the grape's typically racy frame.
In other regions, Riesling struggles to maintain its share of vineyard plantings, but it can be found
(often under synonyms such as White Riesling, Rhine Riesling or Johannisberg Riesling) in California,
Oregon, Washington, New York's Finger Lakes region, Australia, New Zealand, South Africa, South
America and Canada.
Sangiovese (Red) [san-geeo-VEHS-eh]
Sangiovese is best known for providing the backbone for many superb Italian red wines from Chianti
and Brunello di Montalcino, as well as the so-called super-Tuscan blends. Sangiovese is distinctive for
its supple texture and medium-to full-bodied spice, raspberry, cherry and anise flavors. When blended
with a grape such as Cabernet Sauvignon, Sangiovese gives the resulting wine a smoother texture
and lightens up the tannins.
Sauvignon Blanc (White) [SO-vin-yon BLAHNK]
Another white with a notable aroma, this one "grassy" or "musky." The pure varietal is found mainly in
the Loire, at Sancerre and Pouilly-Fum, as part of a blend, the grape is all over Bordeaux, in Pessac-
Lognan, Graves and the Medoc whites; it also shows up in Sauternes. New Zealand has had striking
success with Sauvignon Blanc, producing its own perfumed, fruity style that spread across North
America and then back to France.
Many winemakers treat it like in a sort of poor man's Chardonnay, employing barrel fermentation, sur
lie aging and malolactic fermentation. But its popularity comes as well from the fact that it is a
prodigious producer and a highly profitable wine to make. It can be crisp and refreshing, matches
well with foods, costs less to produce and grow than Chardonnay and sells for less.
Sauvignon Blanc grows well in a variety of appellations. It marries well with oak and Semillon, and
many vintners are adding a touch of Chardonnay for extra body. The wine drinks best in its youth, but
sometimes will benefit from short-term cellaring. As a late-harvest wine, it's often fantastic, capable of
yielding amazingly complex and richly flavoured wines.
Semillon (White) [SEM-ih-yon]
On its own or in a blend, this white can age. With Sauvignon Blanc, its traditional partner, this is the
foundation of Sauternes and most of the great dry whites found in Graves and Pessac-Lognan; these
are rich, honeyed wines. Semillon is one of the grapes susceptible to Botrytis cinerea.
Well balanced wine with complex fig, pear, tobacco and honey notes. When blended into Sauvignon
Blanc, it adds body, flavour and texture. When Sauvignon Blanc is added to Semillon, the latter gains
grassy herbal notes.
Food & Beverage

Syrah or Shiraz (Red) [sih-RAH or shih-RAHZ]
Hermitage and Cte-Rtie in France, Penfolds Grange in Australia--the epitome of Syrah is a majestic
red that can age for half a century. The grape seems to grow well in a number of areas and is
capable of rendering rich, complex and distinctive wines, with pronounced pepper, spice, black
cherry, tar, leather and roasted nut flavors, a smooth, supple texture and smooth tannins. In southern
France it finds its way into various blends, as in Chteauneuf-du-Pape and Languedoc-Roussillon.
Known as Shiraz in Australia, it was long used for bread-and-butter blends, but an increasing number
of high-quality bottlings are being made, especially from old vines in the Barossa Valley.
Tempranillo (Red) [temp-rah-NEE-yo]
Spain's major contribution to red wine, Tempranillo is indigenous to the country and is rarely grown
elsewhere. It is the dominant grape in the red wines from Rioja and Ribera del Duero, two of Spain's
most important wine regions.
In Rioja, Tempranillo is often blended with Garnacha, Mazuelo and a few other minor grapes. When
made in a traditional style, Tempranillo can be garnet-hued, with flavors of tea, brown sugar and
vanilla. When made in a more modern style, it can display aromas and flavors redolent of plums,
tobacco and cassis, along with very dark color and substantial tannins. Whatever the style, Riojas tend
to be medium-bodied wines, offering more acidity than tannin.
In Ribera del Duero, wines are also divided along traditional and modern styles, and show similarities
to Rioja. The more modern styled Riberas, however, can be quite powerful, offering a density and
tannic structure similar to that of Cabernet Sauvignon.
Trebbiano or Ugni Blanc (White) [treh-bee-AH-no or OO-nee BLAHNK]
This is Trebbiano in Italy and Ugni Blanc in France. It is tremendously prolific; low in alcohol but high in
acidity, it is found in almost any basic white Italian wine. It is so ingrained in Italian winemaking that it is
actually a sanctioned ingredient of the blend used for (red) Chianti and Vino Nobile di
Montepulciano. Most current Tuscan producers do not add it to their wines, however.
The French, who also often call this grape St.-milion, used it for Cognac and Armagnac brandy; Ugni
Blanc grapevines outnumbered Chardonnay by five to one in France during the '80s.
Viognier (White) [vee-oh-NYAY]
Viognier, the rare white grape of France's Rhone Valley, is one of the most difficult grapes to grow, But
fans of the floral, spicy white wine are thrilled by its prospects in the south of France and the new
world. So far most of the Viogners produced in the United States are rather one-dimensional, with an
abundance of spiciness but less complexity than they should have. Still, there are a few bright spots.
It is used in Condrieu's rare whites and sometimes blended with reds in the Northern Rhone. There are
also a variety of bottlings available from southern France, most of them somewhat light.
Food & Beverage

Zinfandel /Primitivo (Red) [ZIHN-fan-dell]
The origins of this tremendously versatile and popular grape are not known for certain, although it is
thought to have come from Southern Italy as a cousin of Primitivo. It is the most widely planted red
grape in California (though Australia has also played around with the grape). Much of it is vinified into
white Zinfandel, a blush-colored, slightly sweet wine.
Has been made into late-harvest and Port-style wines that feature very ripe, raisiny flavors, alcohol
above 15 percent and chewy tannins.
Emphasizing the grape's zesty, spicy pepper, raspberry, cherry, wild berry and plum flavors, and its
complex range of tar, earth and leather notes. Zinfandel lends itself to blending.
Zinfandel is a challenging grape to grow: its berry size varies significantly within a bunch, which leads
to uneven ripening. Because of that, Zinfandel often needs to hang on the vine longer to ripen as
many berries as possible. Closer attention to viticulture and an appreciation for older vines, which
tend to produce smaller crops of uniformly higher quality, account for better balanced wines.
Food & Beverage

Hotel Wine List Formatting Standard
Objective
This SOP shall ensure that the responsible associate of the hotel/resort is able to establish, in a timely
manner, a comprehensive wine list to customers, in line with the international standard and the
standard therefore. In addition, providing characteristics of wines indicated on the wine list, thus
assisting in guest decision and the purchase of wine(s)
Why has every wine a description or wine character indicator?
This is to improve the general wine sales since the list provides a comprehensive description to
the reader who can easily differentiate according to each wines characters, which wine he or
she prefers to choose.
Wine knowledge requires a certain level of knowledge combined with a lot of trainings, thus a
description does also assist the service associates in differentiating wines and their characters
and making him/her more comfortable.
Wine List DHR Formatting Standards
Font Size may exceed 11 for the Cover Letter/Introduction Letter of the Hotel/resort.
Font Type is always Century Gothic for the entire document.
Pictures are not allowed, but indicators/symbols of matching/pairing food product are
recommended as well as sweet- or dryness, light-, medium-, or full-bodied characters/symbols.
Promotions are allowed on 2nd page (if any).
Every wine listed has a short description of its character with font size 10, in Italic.
Grape Varietals Headers are non-bolded with Font Size 16.
Depending on size of wine list, Regions/Country Headers which are separate listed have font size
14.
Name of Wine, Grape, Region, Country, Vintage, Price.
Name of wines has font size 12 and is bolded.
Grape, Region, Country, Vintage, Price has font size 11 non-bold.
White and Red wines sectioned are starting with European wines first, followed by New World
wines.
Price range from lowest- to highest-priced is listed in decreasing order (lowest price on the top to
highest priced last) within a section.
A wine board can additional support the wine sales, presented by the associate in charge or
displayed with wines close to the entrance of the outlet.
Prices above THB 1,000 is indicated with a comma (,) after the first number.
Wines without vintage are indicated with (n/v).
Bottles below 750ml of content are indicated in ml (i.e. 375ml for small bottles etc).
A suitable wine list with sufficient wines on offer will normally cover around 7-9 pages.
Currency of prices in the list, applicable government tax and service charge must be listed on
the bottom of each page.
Written language is English with French, Italian or Spanish special characters emphasised (, ,
etc.).
Food & Beverage

Pricing
The wine list is modest priced and depends on the criteria as below mentioned. House wines should
have a lower purchase price then the rest of the wine list, thus calculating with a cost range within 30-
40%. Bottle-pricing for Champagne and speciality wines have a higher cost % due to its high purchase
price, calculating with costs within 60-80%. All other regular bottle-sale wines should be calculated
with costs of around 35-45%. Wine prices always reflect the pricing policy of the corporate property
and criteria as below mentioned. For further reference kindly consult the CO-FBS-FR-206 SOP.
The structure has the following order
1. House Wines
2. Promotion Wines (if applicable)
3. Speciality Wines (expensive wines, if applicable), can be
4. Champagne (if applicable)
5. Sparkling Wines
6. Rose Wines
7. White Wines
8. Red Wines
9. Sweet Wines (if applicable)
Additional Notes/Requirements
A suitable wine list must cater in minimum:
3 white and red house wines by the glass & bottle

1 sparkling wine by the glass and one by the bottle
1 small (375ml) and one premium (750ml) Champagne by bottle
1 Ros house wine by the glass and bottle
1 white and red speciality wine by the bottle
15-20 white and red wines by the bottle (depending on concept of the outlet) and
1 sweet wine by the bottle (small or regular size)
Criteria for establishing the most suitable wine list for its respective outlet
Concept of outlet (Themed, Signature, Bistro, Coffee Shop etc)

Concept of cuisine (Western, Asian etc)
Country/Location/Typography (Country/Resort/City/Mountain/Beach etc)
Segment of customers (Wealthy, Poor, Backpackers etc)
Availability/Demand of wines
Pricing Policy of the Hotel/Resort
Guest preferences, common likes and dislikes for certain varietals, popular and famous wines
and varietals.
Trends and Innovation
Etc.
Food & Beverage

Introduction/Cover Letter of the Hotel/Resort (on 1st page of the wine list)
Sample as below:
Dear Guest
Welcome to Name of property, the ultimate xxx in xxx. Our resort is built in xxx style.
The associates and management of Name of property intend to replicate the warm and
gracious hospitality tradition of the xxx culture and we hope you enjoy your dining
experience with us.
Name of restaurant, serves xxx cuisine with a mixture of xxx cuisine, location. Enjoy our
shows and nightly entertainment and relax in congenial surroundings (if applicable).
Name of 2nd restaurant, located xxx and open to the general public serves you a
balanced mixture of xxx cuisine with xxx cuisine with a modern touch in an elegant setting.
Our house band will serenade for you favourite songs in an unobtrusive manner and add to
the romantic setting of this venue. Create an unforgettable evening for you and serenade
life at our Name of 2nd restaurant (if applicable).
Our Culinary and Service associates will strive to do their utmost to create a unforgettable
culinary experience for you.
Name of Spa is open not only to guests of Name of property, but the general public as
well. Located in a truly tranquil and luxurious setting of xxx square meters of wellness, richly
appointed and with a fascinating range of treatments. Our associates are well trained and
are able to assist you in nurturing your body and soul. Treat yourself and pamper yourself at
Name of Spa balance you mind and body and indulge in the ultimate luxury.
Thank you for your valued and appreciated patronage and all of us at Name of property
wish you a very nice and pleasant holiday.
Name
Position
Food & Beverage

Wine Character Page (on 2nd page of the wine list)
Dear Guest
A wide selection of wines from around the world waits to be discovered!

Classic and modern wines have been carefully selected.
You will find good value for money in all price ranges.
The wine list has been tailored to compliment the taste and character of our cuisine.
We wish you a most pleasant stay in our restaurant and hope to exceed your
expectations.
Grapes and their characters
White wine grapes
Prosecco Well balanced freshness, soft and aromatic without undue exaggeration.
Sweet or often dry with crisp flavours of apples and pears
Catarrato Apricot, citrus and grapefruit characteristics
Cortese Light bodied and crisp, mineral character and fruit flavours such as apple and
citrus, often some honey
Grillo Full bodied white wine grape
Chardonnay Tropical fruits, melons, pineapple, mineral qualities, honey, butter
Sauvignon B. Cut grass, minerals, gunflint and cordite, gooseberries, tropical fruits, foliage
Smillon Butter, figs, orange marmalade, honey, toast, lime, lemon, citrus fruits
Chenin Blanc Quince, honey, herbal tea, minerals and green apples
Muscadet Light bodied, dry fruity varietal, acidic, complex toasty/yeasty and earthy notes
Riesling high in fruity acidity, citrus, honey, flowers, steely dry tone
Red wine grapes
Cabernet S. Black currants, cedar, coffee, tobacco, cigars, cigar boxes, violets, minerals
Merlot Spicy fruits, Christmas cake, chocolate characteristics, black currant, black
cherry, plums
Pinot Noir Red currants, cranberries, strawberries, black berries, chocolate
Shiraz Black fruits and black pepper, raspberries, spice, herbs, grilled meats, charcoal,
smoke
Sangiovese Sour cherry and black cherry aromas, spices, herbs, tobacco
Cab. Franc Black currants, black currant leaves, green bell peppers, smoke, spice
Tempranillo Strawberries, soft spices
Nero dAvola Deeply coloured, full flavoured, tannic wines, cherry, black currant and pepper
Carmnre Deep red color, red fruits, spices and berries, medium bodied, gentle tannins
Negroamaro Green cabbage, tea, black currants
Pinotage Spices, ripe blue fruits, blackberry, pepper
Food & Beverage

House Wines (Font Size 16)
White wines by the glass & carafe (Font Size 16, White Wines first)
Measurement Indicator
1.2dl 2.5dl 5dl Bottle
Font Size 12,bold Font size 11
Name of Wine 1, Grape, Country, Vintage xxx xxx xxx xxx

Wine Description/Character of this specific wine and vintage


Ros wine by the glass & carafe (Font Size 16, Rose wines next)

Red wines by the glass & carafe (Font Size 16, Red wines and Sweet wines last)


Tax and Service charge Indication
Prices are quoted in THB and subject to service charge and applicable government tax
Food & Beverage

Measurement Indicator on top of every page
Vintage Bottle
Champagne (Font Size 16, Champagne before Spakling)

Measurement Indicator for small bottles
Font Size 12, bold Font size 11
Name of Wine, Grape, Region, Country 375 ml n/v xxxx

Name of Wine, Grape, Region, Country xxxx xxxx

Spumante & Prosecco (Font Size 16, Sparkling wines are next)


Ros wine (Font Size 16, followed by Ros wine)

Food & Beverage

Vintage Bottle
Promotion wine (Font Size 16, if applicable, before the speciality or regular wine section)



Speciality wine (Font Size 16, if applicable, separated in European and New World
sections)



Food & Beverage

Vintage Bottle
White wine - Europe (Font Size 16, European wine selection comes first)
White wine - New World (Font Size 16, followed by the New World wine selection)
Red wine - Europe (Font Size 16, European wine selection comes first)
Red wine - New World (Font Size 16, followed by the New World wine selection)
Sweet wine (Font Size 16, Sweet wines finish and complement every wine list)
Food & Beverage

Wine producing Countries, Regions and Grape Varietals
Objective
This SOP shall give a short overview of basic wine producing countries, regions and the most common
grape varietals to associates without precognition.
Wine producing countries
Food & Beverage

Wine producing regions
Food & Beverage

Wine producing regions
Food & Beverage

Grape Varietals
Food & Beverage

Food & Beverage

Basic Spirit Knowledge
Objective
This SOP shall give a short overview of basic wine producing countries, regions and the most common
grape varietals to associates without precognition.
Food & Beverage

Basic Beer Knowledge
Objective
This SOP shall give a short overview of basic beer knowledge to associates without precognition.
Food & Beverage

Basic Mineral Water/Fruit Juice and Soft Drink Knowledge
Objective
This SOP shall give a short and concise overview of mineral water, fruit juice and soft drink
knowledge to associates without precognition of such.
Food & Beverage

Champagne Service
Objective
This SOP shall illustrate the proper and international standard of opening and serving Champagne.
Procedure
Food & Beverage

Champagne Service
Food & Beverage

Havana Guide & Cigar Service
Havana Guide
In the Vuelta Abajo and Partido regions of Cuba, the one to the west of Havana and the other to the
south, are found ideal conditions for growing outstanding cigar tobacco.
All Havanas are produced with tobacco cultivated exclusively in these two regions.
Added to this coincidence of nature is a long tradition of cigar making going back many centuries.
The resulting depth of experience and skill at every level of the Cuban cigar industry supports the
creation of the worlds finest cigar.
All of the great Havana marques to which these cigars belong are unique, distinguished from one
another by their flavour and character. Each has its devotees, to whom the inimitable flavour of their
favourite brand is a constant sort of pleasure. Using the savour faire accumulated over generations,
the master blenders of Cuba are dedicated to safe guarding this pleasure. They perpetuate the
individual styles of flavour upon which the reputations of these great names have been built.
The Fifteen Classic Havana Marques:
Cohiba La Linea Clasica: Medium to full flavour

La Linea 1492: Medium flavour
Cohiba was created in 1966 as Havanas premier marque for diplomatic use only.
From 1982 it was offered to the public in three sizes: Lanceros, Coronas Especiales and Panatelas.
Three more sizes- Esplinidos, Robustos, and Exquisitos- were added in 1989 to complete La Linea
Classica.
Then in 1992 the five sizes of La Linea 1492 were announced: Siglo 1,2,3,4 and 5.
Montechristo: Medium to full flavour

Introduced in 1935 by the H Upmann factory, Montechristo appeared first in just five sizes described by
numbers and not names. The other sizes like the A and Espiciales were added in the early 1970s.
Montechristos distinct flavour delighted cigar smokers so much that it has reigned as the most
popular Havana for over two decades.
Trinidad: Medium flavour

Once Havanas mystery brand. Reserved as Cuban Government gifts from 1969 to 1998 when just one
size, the Fundadores, was introduced to the public. Made at Cohibass exclusive El Laguito factory,
this rare cigar offers an approachable, well rounded, medium flavour with a distinct hint of richness.
Vegas Robaina: Medium to full flavour

The Robaina family has farmed tobacco on their Vuelta Abajo Vegas since 1845. This brand,
introduced in 1997, is a tribute to the legendary skills of the present patriarch Alejandro Robaina. The
cigars are made by the H. Upmann factory using wrappers grown exclusively on the Robaina
properties.
Romeo y Julieta: Medium flavour

Founded by Alvarez y Garcia in 1875 Romeo y Julieta came into its own from 1903 when it was
purchased by Pepin, Fernadez Rodriguez. He traveled widely, raced his horse Julieta all over Europe
and produced the wildest selection of personalised cigar brands for the celebrities of his day.
Food & Beverage

Cuaba: Meidum to full flavour

Just like the cigars which first made Havanas world famous at the end of the 19th century, Cuabas are
figurados or shaped cigars- bulbous in the middle and pointed at both ends. This unusual shape
leads to a remarkable first few puffs which consist entirely of the flavour of the wrapper leaf. Once into
the main blend the style is medium to full bodied.
Bolivar: Full flavour

Simon Bolivar, one of the great romantic figures of the 19th century, liberated much of South America
form Spanish rule. In 1901, seventy one years after his death, the Rocha company in Havana
commemorated him on their cigars. It is perhaps not surprising that a brand named after such a
powerful figure is blended to match his might.
Punch: Medium flavour

Don Manuel Lopez of J. Valle & Co founded Punch in 1840s, with the British market in mind where the
humorous magazine of the same name was much in vogue. A contented Mr. Punch, cigar in hand,
remains a feature on the labels of each box of these long appreciated medium strength cigars.
Hoyo de Monterrey
Hoyo de Monterey: Medium flavour
Le Hoyo Series: Medium to full
In the Vuelta Abajo village of san Juan y Martinez there stands a plantation gate inscribed Hoyo de
Monterrey Jose Gener.1860, which reveals that Sr. Gener grew tobacco before founding his brand in
1865. The Le Hoyo series was introduced in the 1970s in response to demands for a richer tasting
cabinet range.
H. Upmann: Light flavour

H. Upmann was a banker. He became so besotted with the cigars he received from Cuba that he
moved to Havana in 1844 and set up both as banker and cigar maker. His bank soon closed but his
cigars, each box of which still bears his signature, remain a fine example of an elegant light-flavored
Havana.
Partagas: Full flavour

In 1845 Don Jaime Partagas opened the doors for the first time. His cigars have been much there ever
since, except that is between 1987 and 1990 when it was closed for restoration. His much-respected
brand retains its rich blend of tobaccos.
El Rey Del Mundo: Light to medium flavor

In 1882 the Antonio Allones factory launched a new brand of premium quality and price. With great
confidence but little modesty they named it The King of the World. It succeeded soon and soon the
company was renamed The El Rey del Mundo Cigar Co. A lighter tobacco blend remains its hallmark.
Rafael Gonzalez: Light flavor

It is said that the advice inscribed on each Rafael Gonzalez box that the cigars should be smoked
within one month of shipment or should be carefully matured for one year was written in his own
hand by English importer of the 1930s. Certainly the brands delicate flavor is ideally suited to the
English palate.
Food & Beverage

Ramon Allones: Full flavor

In 1837 Ramon Allones, a recent immigrant from Galicia in Spain, founded his brand. He set his mark
on the Havana trade by originating the use of colorful lithographs to decorate his boxes, an
innovation soon copied by his competitors. Over a century and a half later the robust blend of
tobacco preferred by its founder is faithfully maintained.
Sancho Panza: Medium flavor

First registered in 1848, Sancho Panza became part of the Rey del Mundo Cigar Co portfolio by the
end of the nineteenth century. A portrait of don Quixotes mischievous manservant adorns each box
of these mellow tasting Habanos, which are now made under the supervision of Romeo y Julieta
factory.
Selecting the right cigar
Now after having introduced you to the different styles of flavor of Havana cigars you might able
establish your preferences. Once familiar with the right brand, you can choose the cigar for the right
occasion to suit your tastes.
If you smoke more than a cigar a day, subsequent cigars should be of equal or fuller flavor. Never
follow a full cigar with a lighter one, as you will not taste it. There are cigars for morning, noon and
night.
The size, or vitola, of the cigar you chose should be guided by how much time you have available for
its enjoyment. A Havanas flavour develops in the course of smoking, and often its true potential is
not revealed until the halfway mark, so chose a vitola you will not be forced to part with at its most
enjoyable stage. Bear in mind that slow burning, heavy gauge cigars tend to offer fuller flavors than
slender ones, even within the same marque.
Keeping
Havanas are delicate products that develop and mature if stored in the right conditions.
Their flavors become rounder and mellower with time. Furthermore a Havana must be in perfect
condition, at the time of smoking otherwise it will burn badly and taste harsh.
Therefore it is essential that Havanas are stored correctly right up until the moment of smoking.
To keep Havanas properly they should be stored at between 16C and 18C and in a relative humidity
(RH) of 65 to 70 per cent. Placing your Havanas in a humidor that it is designed to provide the correct
level of RH is the best way to look after them.
A simple and reliable way to test the condition of the cigars is to hold it between your thumb and
index finger, and squeeze it gently. If it feels firm but springy then it is in good conditions; hard and
brittle means to dry, soft and spongy means to wet.
Food & Beverage

Cutting
The head of a handmade Havana is sealed with a cap of tobacco, which helps to secure the
wrapper leaf in place. Before lightning you need to create a broad opening in it, a job efficiently
done using
a guillotine cutter or special cigar scissors. Make your incision across the shoulders of the cigar, leaving
the bottom part of the cap in place to avoid the wrapper unraveling. Piercing as a means of
preparing the cigar is discouraged as the small hole it leaves offers a poor draw and can focus heat
and oils.
Removing the band at this stage can damage the delicate wrapper leaf. If you wish to take the band
off the best advice is to do so after the smoking for around five minutes, when the cigar has warmed
up, and the band is easier to remove. Even then the band should not be pulled off, like a ring off a
finger, but rather peeled off.
Lightning
Lightning is about following two simple rules; take your time, and do a thorough job.
The whole of the foot of the cigar must be a light before you settle back to enjoy smoking, otherwise
the cigar may burn down unevenly. The fatter the cigar, the more time it will be needed to light it.
Lightning can be done with a wooden match (once the head has burned off) or a butane
lighter, as both of these have odorless flames. Petrol lighters and wax candles should be avoided as
their flames release aromas, which interfere with the tobacco flavors of your Havana.
If your cigar goes out halfway through you need to abandon it, but simply re-light it.
The best way to do this is, first clearing any ash from the tobacco, and then heating the end of the
cigar in a flame. After such priming the cigar will re-light at once.
Smoking
To enjoy a Havana you should not inhale the smoke. The true pleasure is to be found in appreciating
the composition of tobacco flavors, and these are best detected on the palate by your sense of
taste. Relax with your Havana, and mull over it is flavor. Do not try smoking a Havana that has half
gone out, as it will only offer a disappointing mixture of hot air and thin smoke. Half lit cigars need to
be coaxed back to full burn with a touch of re-lighting and a few vigorous puffs. Do not flick the ash
as cigarette smokers do. Allow a long ash to form. Its evenness shows how well your Havana is made.
Parting
There is no need to stub out your Havana.

Just lay it to rest in an ashtray when you feel you have had enough.
It will go out quickly of its own accord.
Let it die with dignity.
Food & Beverage

Procedures
Preparation:
The following details are to be checked before serving a cigar to a guest:
The cigars are well arranged as per family size and brand name in the box.
The humidifier is checked, distilled water is always used.
The humidity is checked that it is always 70 - 80.
Match boxes.
Cigar cutter
The cigar is checked against the price list.
A side plate with cigar cutter and match box is kept at the side station.
Service :
The cigar box is presented from the right hand side.
The different types of cigars are introduced to the guest.
After selection the box is taken to the side station and the cigar with cutter and matchbox
served to the guest on a side plate from the right hand side. Assistance may be provided to light
the cigar.
Note: Never light a cigar with a lighter and never remove the cigar ring.
Food & Beverage

Coffee Fundamentals
Coffee Fundamentals
History Brewing
Growing Espresso
Roasting Specialty vs. Commercial
Grinding
Coffee History
Botanical evidence indicates that Coffea Arabica originated on the plateaus of central Ethiopia,
several thousand feet above sea level, where it still grows wild. By about 600 a.d., coffee found its way
to the southern tip of the Arabian Peninsula to what is now called Yemen.
In Arabia, coffee was first mentioned as a medicine, then as a beverage taken in connection with
meditation and religious exercises by dervishes. From there it moved into the streets and virtually
created a new institution, the coffee house.
The Odyssey of the Bean

Legend has it that the Arabs, protective of Coffee arabica, refused to allow fertile seed to leave their
country. In about 1650 a.d. a Moslem pilgrim from India named Baba Budan was the first to sneak
some seeds out of Arabia. He planted his stolen treasure in the hills near Chikmagalgur in south India
where they flourished. Today, offspring of Baba's original trees are officially known as var.Old Chick,
and still produce around a third of India's coffee.
The French became interested in the Indian coffee, but their attempt to propagate coffee in southern
France, near Dijon, failed because the tree does not tolerate frost. The Dutch carried the descendants
of the seeds of Baba Budan to Java, where, after some effort, coffee growing was established on a
regular basis.
Now comes one of the most extraordinary stories in the spread of coffee: the saga of the noble tree.
In 1715 Louis XIV of France, with his insatiable curiosity and love of luxury, was of course an ardent
coffee drinker. The Dutch owed him a favour and managed, with great difficulty, to procure him a
coffee tree. The tree had originally been obtained at the Arabian port of Mocha, then carried to
Java, and finally back across the seas to Holland, from where it was brought overland to Paris. The first
greenhouse in Europe was constructed to house the noble tree. It flowered, bore fruit, and became
one of the most prolific parents in the history of plantdom.
From that single tree sprung billions of arabica trees, including most of those presently growing in
Central and South America. But the final odyssey of the offspring of the noble tree was neither easy
nor straightforward.
The noble tree also sent shoots to the island of Reunion, in the Indian Ocean, then called the Isle of
Bourbon. This plant was found to be a somewhat different variety of arabica, with smaller beans, and
was named var. Bourbon. The famed Santos coffees of Brazil and the Oaxaca coffees of Mexico are
said to be offspring of the Bourbon tree. For the final irony, we have to wait until 1893, when coffee
seed from Brazil was introduced into Kenya and what is now Tanzania, only a few hundred miles south
of its original home in Ethiopia, thus completing a six-century circumnavigation of the globe.
Food & Beverage

Coffee Fundamentals
Finally, to round out our set of coffee notables, we add the Don Juan of coffee propagation,
Francisco de Mello Palheta of Brazil. The emperor of Brazil was interested in cutting his country into the
coffee market, and in about 1727 sent de Mello Palheta to French Guiana to obtain seeds.
Don Francisco, whom legend pictures as suave and deadly charming, had a hard time getting at
those seeds. Fortunately for coffee drinkers, Don Francisco so successfully charmed the French
governor's wife that she sent him, buried in a bouquet of flowers, all the seeds and shoots he needed
to initiate the billion-dollar coffee industry of Brazil.
Growing of Coffee
The Coffea arabica tree is an evergreen. Its leaves are broad, shiny, and shaped like an arrowhead.
They are three to six inches long and line up in pairs on either side of a central stem.
Its flowers are small, white blossoms that cluster at the base of the leaves. In the wild it grows to a
height of 14 to 20 feet, but when cultivated it is usually kept pruned to about 6 feet to facilitate
picking the beans and to encourage heavy bearing.
When mature the coffee tree's small oval berries are about the color and size of a small cherry. Inside
the skin and pulp are nestled two coffee beans with their flat sides together. Each tree can produce
between one and twelve pounds of coffee per year, depending on soil, climate, and other factors.
The plants are propagated either from seed or from cuttings.
Coffea arabica grows best in conditions where there are no frosts or hot extremes, in fertile, well-
watered but well-drained soil, with only two hours a day of direct sunlight. Some growers plant shade
trees; or make protective trellises so that they receive sun for only part of the day.
Arabica trees grown at altitudes between 3,000 to 6,000 feet usually produce coffee with a "hard
bean." The colder climate encourages a slower-maturing berry, with a small, dense, less porous bean
with less moisture and more flavor.
The best coffees are grown either on small- to medium-sized estates, or on peasant plots. The poorest
coffees are peasant-grown or -gathered coffees, either robusta species or low-grown arabicas, that
are not properly picked or handled.
Food & Beverage

Coffee Fundamentals
Harvesting and Preparation
Coffee berries do not ripen uniformly.
The same branch may simultaneously display ripe red berries, unripe green berries, and overripe black
berries. Conscientious growers go over the trees again and again, selecting only the ripe berries.
Once coffee is picked, it can be prepared either by a "dry" method, which produces what is called
natural coffee, or by the "wet" method, which produces what is termed washed coffee.
Dry Method
In the dry method, the berries are dried, either by exposure to the sun or in a mechanical dryer. The
hard, shriveled husk is later stripped off the bean by machine, by soaking and washing with hot water,
or with a grindstone or mortar and pestle.
Wet Method
In the wet method, most of the covering is removed from the bean before it is dried. This leaves the
beans covered with a sticky substance. The beans are soaked in water, which allows natural enzymes
to digest this slimy layer from the bean. This step is called fermentation.
Next, the coffee is washed and then dried, either by the sun in open terraces, or in large mechanical
dryers. This leaves two last thin layers covering the bean, the parchment or pergamino and the silver
skin. Most often a machine called a huller is used to rub these layers off.
The last step in processing is cleaning. With most high-quality coffees, the beans are placed on
conveyor belts or trays and examined by workers who remove defective beans, sticks, dirt, and other
debris. The very best coffees may be cleaned twice.
Food & Beverage

Coffee Fundamentals
Grading
There are four main criteria for grading: how big the bean is, where and at what altitude it was grown,
how it was prepared and picked, and how good it tastes, or its cup quality.
Typically, the government of the growing country imposes grading standards to encourage and support
quality and to attract and reassure foreign buyers. Coffees may be subject to still another grading or
sorting after they reach the United States.
Roasting Coffee
The key to excellent coffee is the roasting process, to which we owe the delicately flavored oils that
speak to the palate as eloquently as caffeine does to the nervous system.
Roasting Overview
The chemistry of coffee roasting is complex and still not completely understood. This is owing to the
variety of beans, as well as to the complexity of the coffee essence, which still defies chemists' best
efforts to duplicate it in the laboratory.
Much of what happens to the bean in roasting is interesting, but irrelevant. The bean loses a good deal
of its moisture, for instance, which means it weighs less after roasting than before. It loses some protein,
about 10 to 15 percent of its caffeine, and traces of other chemicals. Sugars are burned or caramelized,
which contributes color and some body to the cup.
Roasting is simple in theory: The beans must be heated, kept moving so they don't burn or roast unevenly,
and cooled, or quenched, when the right moment has come to stop the roasting. Coffee that is not
roasted long enough or hot enough to bring out the oil has a pasty, nutty, or bread-like flavor. Coffee
roasted too long or at too high a temperature is thin-bodied, burned, and industrial-flavored. Coffee
roasted too long at too low a temperature has a baked flavor.
Food & Beverage

Coffee Fundamentals
Most roasting equipment uses a rotating drum above a heat source, usually a gas flame. The drum
rotates, tumbling the beans to ensuring an even roast. The air temperature inside the drum is usually
controlled at about 500 degrees F; the precise temperature depends on the intentions and philosophy
of the operator. Eventually, the deep "bound" moisture is forced out, expanding the bean and
producing a snapping or crackling noise. Then, when the interior temperature of the bean reaches
about 400 degrees F, the oil suddenly begins developing. This process is called pyrolysis, and it is
marked by darkening in the color of the bean.
This is the moment of truth for the coffee roaster, because the pyrolysis, or volatilization, of the coffee
essence must be stopped at precisely the right moment to obtain the flavor and roast desired. They
are quickly dumped into a metal box, where pyrolysis continues until the beans are quenched with
either cold air or a light spray of cold water. Most specialty roasters air-quench their coffee.
Grinding Coffee
Every step of transforming green coffee into hot brewed coffee makes the flavor essence of the bean
more vulnerable to destruction. Green coffees keep for years, roasted coffees begin to lose flavor
after a week, ground coffee an hour after grinding, and brewed coffee in minutes.
Once roasted, coffee beans still keep fairly well. But once the coffee is ground, it begins to go stale in
a few hours. Canning or otherwise packaging ground coffee simply replaces the natural coffee
package, the bean, with an inefficient artificial package. When consumers break open the artificial
package, they may find a coffee that is relatively fresh, but not for long.
The easiest and most effective way to assure freshness is grind your coffee yourself just before you
brew it.
Grinding coffee fresh just before you brew it is one of the easiest things that you can do to improve
the quality of your coffee.
A good way to store whole bean coffee is in an airtight solid glass jar with a rubber gasket inside the
cap that gives a good seal. Don't put the beans in the refrigerator. The moisture and smells will destroy
the freshness and flavor. Freezing whole beans works well, but only light to darkish brown roasts. Very
dark-roast coffees do not freeze well.
Food & Beverage

Coffee Fundamentals
Brewing Coffee
No matter what they're called, all ways of brewing coffee are basically the same: The ground coffee
is soaked in the water until the water is flavoured and coloured.
Some don'ts: Don't boil coffee; it cooks off all the delicate flavouring essence and leaves the bitter
chemicals. Don't percolate or reheat coffee; it has the same effect as boiling, only less so. Don't hold
coffee for very long on the heat for the same reason. Don't mix old coffee with new; it's like using
rotten wood to prop up a new building.
Ninety-nine percent of a cup of coffee is water. If the water isn't pleasant to drink, don't make coffee
with it.
Hard, or alkaline, water does not directly harm flavor and aroma, but does mute some of the natural
acids in coffee and produces a blander cup without the acidy snap. Water that has been treated
with softeners makes even worse coffee. Use bottled water or a filter system.
Espresso
Espresso is several things at once. It is a unique method of brewing in which hot water is forced under
pressure through tightly packed coffee, a cup at a time. It is a roast of coffee, darker brown than the
normal American roast but not quite black. In a larger sense, it is an entire approach to coffee cuisine,
involving not only roast and brewing method, but grind and grinder, a technique of heating milk, and
a traditional menu of drinks. In the largest sense of all, it is an atmosphere or mystique: The espresso
brewing machine is the spiritual heart and esthetic centerpiece of the European-style cafe.
A Remarkable Cup of Coffee

Good espresso is rich, heavy-bodied, and almost syrupy; furthermore, it has the characteristic
bittersweet bite of dark-roast coffee. The sharp flavor and heavy body make it an ideal coffee to be
drunk with milk and sugar, but hardly the sort of beverage to be consumed unsweetened or in large
quantities. Most espresso drinkers outside Italy prefer cappuccino, a drink made of about one-third
espresso and two-thirds hot milk and foam, or caffe latte, an even milkier drink. In either case, the milk
dilutes and mellows the strong, sharp coffee.
Espresso Brewing Fundamentals

Coffee and Roast. Caf espresso is brewed using a coffee roasted dark brown, but not black. This
roast is called Espresso, Italian, or French in stores.
Food & Beverage

Coffee Fundamentals
Specialty vs. Commercial Coffees
The coffees I advise you to buy are known in the trade as specialty coffees. The opposite of specialty
is commercial coffee. From the consumer's viewpoint, the most immediately noticeable difference
between commercial and specialty coffees is packaging: Commercial coffee comes in little bottles
of instant or is already ground and packed in a tin or a collapsed, plastic-encased brick. Specialty
coffee comes as whole beans, either in one-pound bags or in bulk, and usually needs to be ground
before it's brewed.
Commercial coffee is typically roasted and packed in large plants, under nationally advertised brand
names. Specialty coffee is usually roasted in small stores or factories, using traditional methods and
technology, and is often sold where it's roasted.
Specialty coffees offer considerably more choice than commercial coffees. You can buy coffee by
the place where the bean originated (Kenya, Colombia), by roast (French roast or Italian roast, or by
blend designed for the time of day, price, or flavour. Commercial coffees offer only a very limited
selection of blend and roast, and little possibility of buying straight, unblended coffees.
Specialty coffees offer more opportunity for consumers to participate in the creation of their pleasure;
commercial coffees are fait accompli in tins or bags.
More and more consumers are buying specialty coffees and fewer and fewer are buying commercial
coffees.
The final, most important difference between commercial and specialty coffees is the way they taste
and smell. The best commercial blended coffees are quite good. The worst are atrocious. The best
specialty coffees, brewed freshly and correctly, are more than good; they are superb.
Food & Beverage

Basic Coffee & Tea Knowledge
Objective
This SOP shall give a short and concise overview of basic coffee and tea knowledge to associates
without precognition of such.
Food & Beverage

Basic Coffee & Tea Knowledge
Food & Beverage

Chambr & Frapp and Decanting of Wine
Objective
This SOP shall illustrate the proper and international standard procedures and terms for Chambr,
Frapp and decanting of Wine.
Chambr and frapp
Chambr
To chambr is a French expression of the new century. It means warming wine carefully from cellar
temperature (~ 10 C) to room temperature (~ 16 to max. 18 C).
The best method to warm wine is to leave it a few hours at the same place where it will be drunk.
Another possibility is to decant the wine and leave it in a carafe or to wrap a wet warm service cloth
around the bottle.
Never warm a red wine bottle which is too cold in a water bath. The quick temperature change
will destroy the bouquet of the wine.
Frapp
To frapp means cooling wine (white wine, sparkling wine or Champagne) quickly to a
temperature of 6 to 9 C.
For this purpose the ordered bottle goes into a wine cooler. Fill it with ice cubes to 1/3, sprinkle it with
salt, add another 1/3 with ice cubes and sprinkle them again with salt, continue until the ice bucket is
full.
Food & Beverage

Decanting of Wine
Food & Beverage

Food & Beverage

Happy Hour
Objective
This SOP is to provide the knowledge of boosting/optimizing beverage revenue besides the peak-
selling periods between lunch and dinner at the bar(s).
Daily happy hour is at the following location
Bar from 17:00 19:00 (tolerance of 3 minutes after 19:00)
Happy Hour Concept
1. Pay one get one free applicable to the following products:
Mineral water
Soft drinks
Local & Import beer
Juices, blends & smoothies
Cocktails except: Champagne Delights, Single Highland Malt Scotch Whiskies, Johnnie Walker
Blue Label, Premium Cognacs (X.O.)
Mocktails
Wine & Prosecco by the glass
Not applicable for: Wine & Champagne by the bottle, and spirits by bottle
2. Snacks are served during happy hour:
2 different kinds of snacks (e.g. bruschetta, sushi, small shrimp cocktail etc.) and
1 different finger food items (e.g. olives, grissini sticks etc.) are offered.
3. Posting Procedure for the 2 for 1 promotion:
1. Open table and select the beverage item and quantity as per guest order
2. Post items as per guest order in regular quantity by serving the double quantity
3. Print-out bill and stamp it with the respective Happy Hour stamp
3. Promoting of happy hour:
Bar:
Ring the bell at 17:00 sharp and announce the happy hour by swinging the cord for about 5 seconds
and saying Happy Hour Time.
Use the bell again at 18:55 to announce the last round/orders.
Remark: Reconciliation by Night Audit via internal form
Food & Beverage

Ten rules for good service or no tip
When I get bad service in a restaurant, I dont leave a tip, and I dont feel guilty
about it.
Theres no reason to tip a server (the modern word for a waiter or waitress that solves the gender
problem) just because he or she has managed to get the food to the table!
Diners have the right to expect and receive good service. Unfortunately, most servers dont know
what good service is. So lets see if we can help them. Here are the 10 Commandments of Good
Service:
1. Always be prompt. There is no better way to lose a tip than to leave a guest sitting at the table
for 10 minutes waiting for his/her drink, or to make him/her wait 15 minutes to get the check
when they are ready to leave.
2. Be pleasant. Never be surly or arrogant.
3. Be neat and clean. Dirty or un-pressed uniforms are a sure sign of an uncaring, unprofessional
server. Even worse are servers who need a bath or ones with hands that look like those of an
auto mechanic.
4. Fill requests immediately. There is no such thing as a delayable request from a diner. A request
for some mayonnaise to go with a hamburger can not wait for minutes while another table is
served. By that time the burger is cold and everyone else at the table is halfway through their
meal.
5. Be attentive/ receptive. Servers should frequently be within sight of their tables so that guests
can catch their eye if they need anything. Having to shout, Waiter halfway across a dining
room should never be necessary.
6. Be knowledgeable about the menu specials and wine list. Be able to explain items accurately
and to make recommendation can easily increase the tip.
7. Deliver the food to the person who ordered it and be vigilant enough to pace the meal so that
the entre doesnt arrive before the soup is eaten.
8. Be attentive to condiments, bread and water, as well as flatware. Running out of water is not
acceptable, as well as not having a spoon to stir the coffee, which was ordered with cream and
sugar.
9. Know how to open and serve a bottle of wine properly.
10. Be able to handle unusual major disasters.
Servers should not look disgusted when a table of eight requests separate checks, even if they forget
to tell the server until the end of the meal. And the server shouldnt panic when he or she walks to the
table and sees that most of a 4-year-olds lunch has landed on the floor.
Everything doesnt have to be perfect to feel that the service was good, but the meal does have to
flow smoothly as a result of the servers attention and guidance.
If the service is just OK, guests usually leave a 5 % tip. If the service is good, guests leave 10 %. But if the
server has gone out of his or her way or a guest thinks the service was excellent, they will leave up to
20 % tip.
On the other hand, when the service is bad, guests do not tip and they intend to not complain to
restaurant hostesses/Maitred or managers (or to the outside environment). Some express their
dissatisfaction directly, by not leaving the tip. Next time, if they return to that restaurant, they will just
ask for a different server. That is, if they ever return to that restaurant.
Food & Beverage

Basic Cooking Method Terminology
Objective
This SOP shall give a short and concise overview of basic cooking method terminology to
associates without precognition of such.
Food & Beverage

Basic Cooking Method Terminology
Food & Beverage

Qualities of a professional Service Associate
Leadership
- Able to motivate and maintain relations with everyone
-
- Ability to communicate effectively and delegating of tasks
-
- Able to co - ordinate work with less supervision and achieving objectives
-
- A team - builder and disciplinarian
-

Responsibility
- Undertakes tasks and accomplishing it dutifully
-
- Oversees and ensuring smooth operations
-
- Ability to anticipate and solve problems
-
- Responsive to peers needs
-
Personal Qualities
- Honest
-
- Loyal
-
- Quality conscious at all times
-

- Consistency in work performance
-
- Responsive to guests needs
-
- Creative thinking for improvement
-
- Adaptable to changes
-
- Energetic and keen to learn
-
- Willing to pay in extra efforts

Food & Beverage

Guest Expectations
Associate Attitude
Every F&B Associate must have a service mind, quality and attitude to meet the guest expectations
(a) EXPERTISE
Ability and professional skills
(b) FLAIR
Ability to serve an order with appropriate flourish
(c) SMOOTHNESS
In the service of an order
(d) DEXTERITY
Serving without spilling or rattling; without disturbing the guest
(e) GRACIOUSNESS
By bidding a guest welcome or farewell; the holding of a chair; the noble presentation of a
menu
(f) SPEED
Good judgments of actions both in mind and body. A server who is swift and efficient is
admired
(g) COOPERATION AND INDUSTRIOUS
Get along with and help your fellow workers
Your attitude should never be as the following below
(a) PRETENTIOUS
Given to outward show, presumptuous and arrogant
(b) CARELESS
Thoughtless; regardless
(c) INSIDIOUS
Advancing imperceptibly
(d) CLUMSY
Awkward; ungainly
(e) DOMINEERING
To be overbearing or act in an arbitrary manner
(f) INTRUSIVE
To enter uninvited into a conservation of room
(g) PREOCCUPIED
Absorbed in thought or meditation
Food & Beverage

Guest Expectations
Guest Categories
Regular Guests
Regular guest like to be greeted by name. It is very important that you remember the preferences of
your regular guests - their favorite drinks and special foods they prefer. And it is important that regular
guests feel they are receiving personal preferential treatment.
Occasional Guests
Occasional guests, of course, can not be treated like regular guests because you do not know them
personally. You do not know their names or preferences, and you can not really ask them much
without seeming intrusive. The only way to show these guests how much you appreciate their
patronage is by providing attentive and friendly service. They should never have the impression that
you are doing less for them or that they must wait longer than regular guests. Only with first - class
service can you hope to make a regular out of an occasional guest. You will not always be
successful, but you can always try. When suggesting menu items to them, always recommend the
house specialties, so that, they receive the best impression of our kitchen. Good sources to find out
information about occasional guest are your colleges from Front Office. They might have spoken to
the guest before you and know more about them.
Tourists
Put yourself in the place of a tourist, and you can imagine how important it is to find friendly co-
operation when dining away from home. Help with the menu is in most cases greatly appreciated.
Assist with the selection of food and beverages and explain them as well as you can, especially
when there is a language barrier. Recommend local delicacies and the proper beverages to
enhance them. When dealing with tourists, always keep in mind that the quality of your service
affects the reputation your region enjoys in other parts of the country - and aboard.
Handicapped Guests
When dealing with physically or mentally handicapped guests, you must sensitively offer as much
help as is needed without being patronizing or showing pity.
Do not forget that a temporarily handicapped guest needs your help as well. A guest with an arm or
a leg in a cast may be very grateful if you cater to his needs. For assistance, offer a chair so he can
put his leg up; if his arm is in a cast, ask if he needs assistance in cutting his food.
Guests in wheelchairs should be seated so that they can easily reach the exit without to maneuver
between the furniture.
Blind guests without escorts should be asked if they might be led to a table. When the guest wishes to
order, ask if she would like menu suggestions. Always mention the house specialties. Also ask if she
needs any special dishes or utensils or if she would like the food prepared in particular, way, such as
precut.
Mentally handicapped guests are usually escorted. If you feel they need special attention, ask the
escort how you can be of assistance. The best help for handicapped guests is to treat them as
normal as possible.
Food & Beverage

Guest Expectations
Older guest
Older guests are always grateful when you help them with their coats or things. They appreciated
being seated at a quiet table. Older guests should never be seated near the air condition or in a
draft. When making menu suggestions, recommend dishes and avoid spicy foods.
Small children
Provide small children with high chairs, booster seats, or pillows if they cannot reach the table. Give
them the smallest flatware possible. Do not give knives to children under four. Glasses should be
sturdy; replace stemware with tumblers. Children appreciate if they can draw and color paper, Kids
books or paper for drawing with crayons should always be provided upon arrival of the guests.
When taking order, call the parents attentions to the childrens menu. The parents have the final
authority over what the children order, and their wishes overrule those of children.
Impatient children often become noisy and fidget, who makes their parents nervous and disturbs
guests at others tables. To avoid this problem, serve the children as quickly as possible. Never forget
that children are our customers of the future.
The Basic rule is: if you satisfy the children, you will satisfy the parents, as well as all the other guests.
The extra effort pays off.
Thai Guest
Remember that all these trainings and rules are not only here to apply when serving foreign guests.
Our Thai guests are very important to us and must be treated with the same respect and high level of
service.
Creating first Impression
Our guests first impression of your establishment affects how much they order and, ultimately, if they
return (because the first impression lasts the longest). Two factors determine whether a guest will
judge your restaurant positively or negatively after a quick glance:
The overall impression the facilities make

The impression the service associate makes
The Facilities
Guest immediately judge:
Cleanliness Are floors, furniture, curtains, rest rooms, and phone booths immaculate?
Lighting Is the light to harsh? Too dim? Or is to cozy?
Decoration Do flowers, pictures, and the like complement the rest of the dcor?
Noise level Is the room noisy or quiet?
Smell Is the odor in the restaurant appetizing, or is there an unpleasant smell?
Food Is the food presented in showcases and on display carts appetizing or not?
Information material Are the menus clean and up to date, or are they worn and are they worn
and out dated?
Food & Beverage

Guest Expectations
Creating last impression
Creating good impressions is not over until the guest has left the restaurant after paying a lot of
money for a meal, our guests expects to be escorted to the door and thanks for coming. Receiving a
last smile from every associate will make them feel home and chances of returning are very high.
Another chance to impress people at this print is by doing the following:
Escort them to the car

Tell them your name again and let them know that you would be happy to serve them again
Call the Restaurant Manager to farewell the guest
Food & Beverage

Customer Service
Complaints are not good or bad, right or wrong. They are opportunities to serve customers in
different ways.
Our relationship with customers is everything. In effect, building the relationship is the sale. When the
relationship goes away, so does the customer.
Only 4% of dissatisfied customers will tell you they are unhappy. The other 96% vote with their feet,
and 91% never come back. Even worse, dissatisfied customers typically tell eight to ten of their friends
and / or business associates your service is bad.
Serve your customers better by encouraging them to give their feedback. Look on complaints as
constructive comments that help you to correct a problem.
Instead of asking a customer Is everything OK? you should ask; did you enjoy your experience
with us today?
You and your Guests
Who is your Customer?
Working within the Hospitality Industry you will come into contact with a wide variety of
guests/customers
In an ideal situation they will all receive the same standard of service and attention.
What you should know about your customer:
The customer is the most important person in any business.
The customer is not dependent on us for their food and drinks: we are dependent on them.
The customer does us a favour when they walk into our service area: we are not doing them a
favour by serving them.
The customer is not just another cover to be served: she/he is another person with the same
emotions as you or I.
The customer is a person who brings us their wants. It is our job to fulfil those wants.
The customer is always deserving of the best possible service we can offer.
A customer is not someone to argue or match wits with.
A customer ultimately is the one who pays yours and my wage.
Food & Beverage

Customer Service
The guest is always right:
1. When ashtrays have more than 2 butts in them.
2. When water glasses are not automatically refilled.
3. When hot food and beverage is served on cold plates or in cold cups.
4. When hot food is not hot and when cold food is room temperature.
5. When plates or glasses are chipped.
6. When cutlery on tables are spotted or tarnished.
7. When glasses are streaked. (Hold them up to the light and check).
8. When menus are ripped, stained or smudged.
9. When there are not enough menus for the customers.
10. When a guest waits for more than two minutes without having a drink order taken.
11. When cutlery and glassware are crooked on tables.
12. When the table top is not picture perfect.
13. When cruet sets are greasy to touch, half empty.
14. When you dont have an item on the menu.
15. When the waiting staff have the Im doing you a favour attitude.
16. When bits of paper, and food are not immediately picked up from the carpets or floors in
restaurants and bars.
17. When restaurants and bars open late or close early.
18. When a guest gets sold on a menu item and gets something else.
19. When guests dont get greeted and seated as soon as they arrive.
Food & Beverage

Deportment and Posture
Are you ready to go about your work? This is referred to as your style or deportment:
The Running Waiter:
Running waiters give the guests the impression that cannot cope with their work and that they are
not in control. Dont be a running waiter. A sense of -urgency: yes. An impression of panic: no.
The Slouching Waiter:
When things are slow in your dining area you must never lean or slouch. This body language tells
your guests you are not really interested in them. There is an old Food Service saying when work is
lean its time to clean. There are always things to be cleaned in a service area.
The Confident Waiter:
This is you. You know what you are doing; you have a job to do and you know how to do it. Your
movement is purposeful: if you go to the kitchen you are going for a reason. Not just appear busy
Posture and body language
A good posture is critical to building guest confidence, always be conscious of how you look to the
guest. If you are unsure of your posture, look in the mirror or ask your workmates, walk tells guest a lot
about you. Walking in the restaurant is important. It is done at a brisk pace giving guests the
impression of confidence and purpose.
This ability to understand, control and send messages through body language is a must. The
message you want to send is one of confident, efficiency, knowledge, caring and generally wishing
to help. To send the right message, it is important to move quickly and with purpose, look at the
face of the guests who is speaking to you, smile and never slouch, lean or move slowly. Your table
might be OK at the moment but is everyones else. Guests in other parts of the restaurants will be
very upset seeing you moving around slowly when they are waiting for another waiter to serve them.
Remember, body language can be one of the strongest ways of gaining guest confidence, so be
aware of how to use it in a positive way and then do it.
Language
When addressing guests in the restaurant, always be aware of how you are sounding to them. As
well as, remember good manners, if you need to attract your guests attention or interrupt always
say excuse me please. Remember, the way you sound to your guests is part of the way the guest
will react to you, if your guest reacts positively to you, the more you will enjoy giving good service,
and the more rewarding your profession will be.
Food & Beverage

Language - Continued
Please speak clearly and if necessary repeat what you have said. In Thai culture speaking softly is
very polite and is what we want you to do. However when dealing with a foreigner please do not
forget and speak up. This means not shouting but speaking noticeably louder as you would to a Thai
guest. Do not be afraid a louder voice will not disturb the foreign guest but actually enhance his/her
dining experience. If you do not understand the guest do not be shy and ask Excuse me could you
please repeat that? The second time around you better be prepared and listen and understand. If
you really have difficulty understanding the guest, inform youre Head Waiter or MaitreD.
Team work
work together
communicate well
help each other
be friendly
be ready for service
Team work is necessary to give the guest a comfortable and enjoyable visit to your restaurant. Also it
helps to make your work easier and more fun.
Never!!!
be unfriendly to your guests and co-workers
talk too much with your co-workers at the bar-counter or restaurant area
talk too long with well know customers, forgetting your other work
dont get involved in discussion with your guests
speak badly about guests or other restaurant
chew in the restaurant or eat or drink anything in the public area
drink at the bar counter
run in the restaurant
dont shout or call loudly in the restaurant
dont say to a guest: This is not my station
refuse to accept an order from a guest who is sitting at another station
point with your finger
clean your nose in the public area
scratch your hair or other areas
Food & Beverage

Attributes of the Service Associates
To make the guest satisfied the restaurant associate must have some attributes which are absolutely
fundamental to good service.
The first attribute is cleanliness!
The second attribute is conscientiousness!

That means to be conscientious in your work and to always know what has to be done without
having to get a special order from your superior.
The third attribute is a methodical mind!

In situations where you will meet problems, you need this attribute. Its a kind of fast thinking to help
you to solve a problem quickly to the satisfaction of your guest.
Your personal bearing is very important and the associate should show always a certain dignity
without being haughty. Despite the burden of work, despite heavy exertions sometimes, its desirable
that the facial expression always shows friendliness.
A strict discipline of course is indispensable. For this it needs inner and outer at tributes.
The inner attribute:

a good memory
conscientiousness
always in the same good mood
Service mind and genuine pleasure in serving others
The outer attribute:
personal bearing
well-groomed appearance
technical skill
Approachable and friendly facial expression and body language
Food & Beverage

Teamwork is about making a positive contribution to your colleagues, being self-motivated and
keeping yourself busy.
Whatever your personal feelings are about your fellow work associates, clients must never sense a
bad atmosphere within the restaurant caused by a friction between associates. You will spend a lot
of time in the company of people you work with, but you will not always like everyone you meet.
People are different: at work, in order to work as a team, a mutual respect for others is more
important than close friendships. So remember:
Treat others with respect

Be sensitive and responsive to others feelings
Show concern and care for others
Good associate communication
Many clients return to a restaurant because it has a good atmosphere and the associates are always
happy and cheerful. Tension or bad atmosphere in the restaurant can result in lost clients and poor
working relationships.
If someone asks you to help them If you need help yourself, ask for it
always respond with a smile. as politely as you can, even if the
pressure is on!
Look and see who needs help in the Dont offer to take on work without
restaurant and try to offer support checking with your supervisor first
without being asked first. (you may think you can attempt a
new haircut, but does your
supervisor think you can do it).
Body Language
As well as using words, we express our interest and attitudes by non-verbal communication - our eye
contact, posture and general body positioning. So it is very important that we convey the right
message, particularly when dealing with clients and potential customers.
Food & Beverage

Deportment & Posture
Eye contact
Maintain eye contact with the client when talking to her. Where possible, maintain the same eye
level as the client; for example, when you carry put a consultation with a client and she is seated, sit
beside or opposite her. Standing or above her and looking down will convey a feeling of authority, or
as if you are trying to assert control. This is intimidating and definitely the wrong signal to send to a
customer.
Distances
People have a comfort zone , a space around the body within which they feel at ease. Within a
close, intimate relationship shared proximity may be welcome, but uninvited invasion of this space is
at least uncomfortable, at its worst menacing or threatening.
Posture/body positioning/gestures
Volumes have been written on this subject alone and the psychology of body language is far too
complex to address in a few paragraphs. But following certain obvious rules can help us convey
the right message and impression: Slouching in the restaurant looks really unprofessional. Folded arms
- crossing the arms on the chest are a protective gesture and suggest a closed mind or a show of
defensiveness. Open palms - as a gesture supporting explanation or information, with hands at waist
height, palms upward, this indicates that the person has nothing to hide. This is interpreted as
openness or honesty. Never point a direction with your finger! Scratching behind the ear or rubbing
the back of the neck while listening indicates that the listener is uncertain or doesnt understand.
Talking with your hand in front of your mouth may lead the listener to believe that you are not being
honest. You are hiding yourself by your gestures. These forms of communication are only indications
of feelings and emotions. In isolation, they may not mean anything at all. Taken together, however,
they can convey a very clear message. Make sure that you show the appropriate signals; be- and
look- interested, keen, ready to help and positive. Above all, show that you can listen.
Food & Beverage

The Importance of Service
Guest service is the most important part of the food service industry. Many businesses use computers
as part of their guest services (for ex. ATM banking service) but in the food service industry the human
element is essential and cannot be replaced by machines except for food and drink vending
machines. In the food service industry guests want to be treated in the proper manner. They want to
be served by people who are interested in them and give good service. The higher the standards of
the outlet the more the guests will expect or demand from the style of service and the service
associate.
What is Service?
In the food service industry service is defined by two words:
1. Competency and
2. Friendliness
Competency
Competency can be defined as serving food and drinks in the correct manner to the guest. A
competent service person has the ability, knowledge and skills to serve guests efficiently and pays
attention to details.
Examples: - the service person knows who gets each order without asking the guests.
- the service person removes one course before serving the next.
Competent service happens in a restaurant when guests never have to ask for anything. Many times
guests do not realize they have received competent service until they left the outlet. The service
person does everything correctly without the guests realize it. When guest reaches for the coffee cup,
the handle is right there where the fingers and thumbs naturally go. The water and wine glasses are
always filled. It is never necessary to ask for condiments, butter or more bread. During breakfast, the
second cup of tea or coffee is poured before the guest requests it. The correctly added bill is promptly
presented to the guests when requested.
Each food service operation should have written policies (guidelines) and procedure that say how
things are to be done so that they meet the standards set by the Management.
A standard is a statement of a specific, observable expectation about a performance. Standards are
either expressed in measurable terms (for example, all guest bills are priced and totalled correctly) or
in yes-no terms (the lobby is free from litter). A procedure states how to perform a specific task.
For example:
Serve fruit pie, 1/8 cut, on a dessert plate. Place in front of the guest with the point of the pie facing
the guest. Place a dessert fork on the left and a dessert spoon on the right side of the plate.
Food & Beverage

A standard related to this procedure might be worded: Fruit pies are served according to the stated
procedure.
Procedures, like recipes, should be written with action verbs:
Serve the plate, use tongs to serve the roll, suggest to the guest, place the fork.
In any outlet, the standards of service should include the following:
The steps of service

Procedures for taking orders, delivering food and drinks, clearing tables, preparing and
presenting the bill and collection of payment.
The proper table setting

For each serving period and outlet.
Selling procedures
Use of suggestive selling.
The details of service

How each item is to be served (including the accompanying table ware, sauces and/or
condiments).
Associate behavior and appearance

Interaction with guests and a dress code.
Friendliness
In addition to being competent, service associate must also be friendly. Friendliness is as important as
competency. Service associate should be able to make the guests feel welcome in the restaurant.
However, service associate must not be:
- overfriendly or too familiar with guests

- be obtrusive (noticeable in an unpleasant way)
What is excellent service?
To provide excellent service to their guests, serving associate should combine competency with
friendliness in order to satisfy their guests and make them happy.
Food & Beverage

Update: 25.06.08 / DHR-CO-FBS-SOP-155
Friendliness & Competency = Excellent Service - Service par excellence (in French)
How can we give excellent service?
- personal attention
- showing interest (inquire how they feel)
- Addressing the guests name
- Remembering their favourite dishes, drinks, tables, etc.
- Remember their birthday
- By doing something special for special occasions (play special music, offer flowers or fruit, for
birthdays, anniversaries, weddings, etc.)
- Observe all situations, solve problems before they happen
- Thank the guests for patronizing the outlet
- Go beyond guests expectations
- Anticipate the guests needs
- Keep an eye contact
It is the little extra attention the management and service associate gives to their guests that make
the difference. We strive to delight always and have a passion to serve.
Reasons to provide good service
Guests enjoy talking about their experiences at a restaurant. They like to talk to their friends about
good service, and they love to tell their friends about poor service. Ninety-six percent of unhappy
guests never complained about impolite or unfriendly service. Ninety percent or more of those
dissatisfied with the service will not come back. Each of those dissatisfied guests will tell their stories to
at least nine other people. Thirteen percent of those former guests will tell more than 20 other people.
This is called word-of-mouth.
Word-of-mouth has more effect on business at a food service outlet than any other factor. This is
because people like to ask other people where to find a good place for eating. They trust
recommendations from a friend rather than trusting advertising. Recommendations are the best type
of promotion for a business and negative reports are the worst. As dissatisfied guests tell their friends
about their negative experience it will affect the restaurants business considerably.
100 guests served poorly
96 never complain about poor service
10 may return 90 never return
Each tell 9 friends about the poor service 990=810
13 people tell the story to 20 of their friends 1320=260
90 dissatisfied guests create 1,070 negative word-of-mouth publicity
Food & Beverage

Update: 25.06.08 / DHR-CO-FBS-SOP-155
Who is responsible for great service?
The success of the restaurant depends on the team and the manager!
Although the guest will blame or praise service associates for good or poor service, it is the manager
who is responsible for the service and they should take the blame (the praise should always receive
the associates).
That is why the Manager will take extra care and train the team and continue to train the team to
build competency. Strict application of rules is a must for the Manager as otherwise success might not
be obtainable.
The key to excellent service:
Training of associates and follow ups
Regular training and follow-up will result in competent and excellent service. All associates must be
given a manual with the policies and procedures for the service.
Food & Beverage

F&B Banquet Operation Manual
Banquet Operation Manual Index
1. What is Banqueting
2. Categorization of Events/Setups and Styles
Typical Setup styles

2.1 Classroom/Seminar style for Business Events
2.2 Round Tales for Formal, Social or Business Events
2.3 Oblong/Rectangular Tables for Formal, Social or Business Events
2.4 U-Shape for Business Events
Guest Flow
2.5 Buffet Line
2.6 Free Flow
Type of Meal Periods
Service Techniques Indicators
Service Techniques used for Banquets

2.7 Service by Plates - Pre-plated Service - American Service
2.8 Service by Platter - Platter service - English Service-Silver Service
2.9 Guridon Service - Service from a Trolley with heating Elements
2.10 Voiture Service - Service from a chilled or heated Trolley
2.11 Buffet Service
Service Sequences used for Banquets

2.12 French Services-Family Service
2.13 Banquet Service
2.14 Catering Service
3. Planning of a Function
Reservations
3.1 Telephone
3.2 Letter/Fax/Email
3.3 Reservation Status
Filing System - Function/Event Organization

3.4 Function File
3.5 Filing System
3.6 Follow-Ups
3.7 Coordination
3.8 Proposal Email/Letter/Fax
3.9 Function Order
Filing System - Function/Event Organization - continued

J. Negi, Professional Hotel Management, S. Chand & Company Ltd., 1997
Food & Beverage


3.10 Cancellation Charge
3.11 Menu Selection
3.12 Banquet Expressions
3.13 Guaranteed Number of Person
3.14 Forecasts
3.15 Client History Card
4. Setup of Function/Events
Banquet (Pre) Setup

4.1 Registration/Reception
4.2 Refreshment
4.3 During Refreshment Breaks
4.4 Banquet Bar
4.5 Buffet Table Arrangements
4.6 Flower Arrangements - Types of Arrangements
4.7 Signage
4.8 Meeting/Function Rooms
4.9 Conferences and Banquets
4.10 Possible characteristics of Conference/Meeting Rooms
4.11 Business Meetings
4.12 Outdoor Catering (Off-premises Catering)
5. Account, Audit and Control

5.1 Banquet Income
5.2 Revenue
5.3 Expenses
5.4 Other Income
6. Payment Arrangements
6.1 Types of Payment Statements (Bill)
6.2 Deposits
6.3 Balance Payments
6.4 After Billing
6.5 Cancellation
6.6 Payment Settlement
7. Event Forecasts & Reports

7.1 The 10-Days and Monthly Forecast and Report
8. Banquet Service Organization

8.1 Run-down Instruction
8.2 Briefing
8.3 Final Inspection
9. Sequence of Banquet F&B Service
Breakfast Service
Food & Beverage


9.1 Service by Plate (Table Service)
9.2 Buffet Service
Lunch and Dinner Service

9.4 Buffet Service
Cocktail Reception
Coffee and Tea Break
Meeting
10. Policies
10.1 Car Park Policy
10.2 Uniform Policy
10.3 Linen Policy
11. Banquet Checklist Sample
Food & Beverage

1. What is Banqueting
Banqueting is the term used to describe the service of special functions in an establishment which is
separated from the normal dining service/area found in the various restaurants within the
Hotel/Resort, meaning a service of special functions for a specific group of people at specific times
where food and beverages are pre-selected/determined.
Functions take place within banquet rooms (or outdoors, i.e.: caterings) and are under the supervision
and responsibilities of the F&B Department and its Head, the overall responsibility though has the Hotel
Manager or Assistant Manager. The Banqueting Manager has the administrative control of all
functions (applies to larger Hotels/Resorts).
Banquet rooms consist of the actual function room and may also feature pre-function areas for
registration or coffee breaks etc. Banquet rooms are suitable for both business and leisure groups to
hold; meetings, seminars, balls, weddings, anniversaries, etc.
Banquets can be very profitable. In addition, successful banquets have an impact on the property's
community relations and can influence the number of rooms it sells to corporate accounts.
Banqueting allows great flexibility in pricing. High-volume food preparation assists to save money and
can reduce food and beverage cost. Moreover, food can be purchased on an "as needed" basis;
therefore, excessive funds are not tied up in the inventory.
Beverage income also adds to the profitability of banquet sales. Contribution margins (beverage
income minus beverage costs) for beverage service can have a significant impact on the
Department's profits.
Production forecasting and planning are relatively easy in serving a pre-established number of guest.
Food & Beverage

2. Categorization of Functions
There is no setup rule for banquet setting except for ceremonies of State, Military or Royal functions
according to a protocol.
Setup must be functional in order to serve its purpose. The Banquet Manager/Supervisor etc. is
responsible for drawing-up the layout plan such as table plans, buffet lines, service stations etc,
according to the instruction given/listed on the Function Order.
Typical Setup styles
2.1 Classroom/Seminar style for Business Events
PR Functions (Press release, Fashion, Dealers Meeting, Seminars, Exhibitions)

Conferences (Political, Trade Union, National Sales, International, etc)
Internal or External Briefings
Classroom/Seminar setup, important points:

- Overhead projector/LCD projector table may be used for classroom setups.
- 3-5 people per classroom/seminar table.
- Each seating has a pencil, a note pad and a water glass plus coaster set in front of it.
- 2 feet spacing between tables.
2.2 Round Tales for Formal, Social or Business Events

Food & Beverage

Luncheon
Dinner/Dinner Dance
Buffet
Wedding
Annual Ball
Graduation Dinner
Round table set up, some important points:
- Round tables are used (normally) for formal dinner setups where smaller parties can join easily.
- Max. 10 person per table.
- Table legs are lined-up in the same direction.
- Setup molton/under-lay before the table cloth.
- Table cloths and chair covers must be properly ironed.
2.3 Oblong/Rectangular Tables for Formal, Social or Business Events
Food & Beverage


Luncheons/Dinner/Dinner Dance/Banquets
Buffets
Annual Ball/Graduation Dinner
Round table set up, important points:
- Oblong/rectangular tables are primarily used for banquet setups.

- 8-10 person per table.
- Setup molton/under-lay before the table cloth.
- Table cloths and chair covers must be properly ironed.
I-shape style I
T- shape style
I-shape style II
E-shape style Comb-shape style
2.4 U-Shape for Business Events
Meeting/Conference/Press release/Seminars
Food & Beverage


U shape set up, important points:
- Seminar tables are primarily used for meeting setups.

- Max. 3 person per table.
- Table cloth is preferably used, green felt shall be avoided.
- Each seating has a pencil, a note pad and a water glass plus coaster set in front of it.
- 2 feet spacing between tables.
2.5 Congress/Theatre style for Business Events
Meeting/ Press release/ Seminar/Speeches
Congress/theatre style setup, important points:
- All theatre/congress setup has a service station (at least 1 set per 40-50 person).
- Approximately 2-4 inches between chair to chair.
- Approximately 1 chair-width between rows.
- Platform is used for the speaker.
Food & Beverage

Guest Flow
For typical buffet arrangements, it is suggested that plates are setup at one end of the buffet table,
starting with first to main to dessert courses. Bread and butter can be set on the guest table or
alternatively placed on the buffet table at the beginning.
It is also recommended to use tables like islands to generate a smooth free flow-system which is
rather more effective then a buffet line, above a certain amount of guests.
2.5 Buffet Line
Guest flow
Bread & Butter Soups Mains/ Desserts

Salads Side dishes/
Appetizers Vegetables
2.6 Free Flow
Bread &
Mains, Side Butter,
dishes, Salads,
Vegetable, Appetizers,
Desserts Soups
Drinks,
Wine,
Snacks,
Special
sections

Food & Beverage

Brunch
Breakfast Lunch Dinner Supper
Snacks
Service Techniques Indicators
4. Service Time
4. Time available the guest has to spend in the restaurant
4. Type of clientele
4. Service material
4. Qualification/skills of associates
4. Art, style and capacity of the restaurant
The above mentioned six criteria are crucial in order to choose the right type of service technique used by its
banquet operation; in addition also depending on the clients request what is to be expected for this particular
event.
However, most banquets/events where breakfast/lunch/dinner/supper etc is requested, either Buffet Service or
Service by Plate (table service) is commonly used.
More challenging service techniques such as the additional Voiture Service or Guridon Service combined
with buffet or table service is rarely found or only in gourmet temples since its techniques needs highly skilled,
efficient service associates and time. However those service techniques are very elegant service techniques,
perfectly suitable for anniversaries, promotion or gala dinners in smaller group or up to the Hotel/Resorts capacity
possible in order to execute its smooth operation.
Service Techniques used for Banquets
2.7 Service by Plates - Pre-plated Service - American Service
Pre-plated service means that the food is served on the guest's plate, prepared in the kitchen and
brought to the guest. This type of service is commonly used where service is required to be fast or
formal. The plates are always served from the right side.
2.8 Service by Platter - Platter Service - English Service
Food is brought on platters by the server. Each guest has a pre-heated plate on the table. The waiter
serves from the platter, always from the left side onto the guests plate. For supplement service the
waiter replenishes new platters from the kitchen.
Food & Beverage

2.9 Guridon Service - Service from a Trolley with heating Elements
The platters from the kitchen are presented to the guest first and then placed on the sideboard/trolley
with heating elements. The hot plates for the guests are placed in front of the platters. The waiter
serves each item from the different platters onto the hot guest plates and distributes all prepared
plates until each guest has its plate. The platters are presented from the left side; the plates are served
from the right side. The waiter serves each guest using a service spoon and fork.
This type of service is a very elegant service technique and needs professional waiters and time.
2.10 Voiture Service - Service from a chilled or heated Trolley
Specialties or daily specials/sets are presented from a moveable (sometimes heated) trolley, and
served on a chilled or heated plate. Salads, cheese or sweets can also be served from the trolley.
2.11 Buffet Service
Buffets cater cold or hot food & beverage items.

Buffets can also be part of a menu like a salad-, first course-, or dessert buffet.
Buffets can be themed such as a farmer-, American-, or International buffet.
It depends also on the time of the day like a breakfast, brunch or lunch buffet.
It can be even a beverage, aperitif, liqueur, or coffee-break buffet, multiple options are possible.
We differentiate between self-serviced and served buffets. Self-serviced buffets are operated in a
one-way direction. The guest picks first the plate, then the first courses, followed with the hot items,
finished by the dessert section.
Service Sequences used for Banquets
2.12 French Services-Family Service

The food is pre-platted and presented from the left side and placed in the middle of the table. The
guest serves themselves. This type of service is popular in the French and Asian cuisine (i.e. Thai), also
for fondue specialty restaurants. Commonly seen combined with the table dhte service.
2.13 Banquet Service
A banquet is a large public meal or feast/ event, complete with first, main courses and desserts. It
usually serves a purpose, such as a charitable gathering, a ceremony, or a celebration. The menu, the
time and the location is given; also a banquet is always for a group.
2.14 Catering Service
Depending on the event, food and beverages, cutlery, chinaware, stainless and glassware is served
outside the premises. It is either a banquet service or a food delivery catered served by the hotel/
resort or company.
3. Planning of a Function
Food & Beverage

DHR Resorts/Hotels and Grands: A large part of the business is concerned with selling functions. This
direct source of revenue and intends to increase revenue from other hotel facilities such as guest
rooms, bars and restaurants. It ensures greater utilization of kitchens, engineering plant and manning.
Rooms intended for this purpose are usually designed to the multi-functional to ensure frequent use
and justify the high cost of providing the space.
A large room may be adapted as a ball room, banquet hall, and convention or exhibition hall. To
provide even further flexibility the room may be divided by separate partitions into smaller area (or
break-out rooms) providing accommodation for a number of meetings or functions held at the same
time.
In planning for multi-functional use of rooms, the following is to be considered:
- Additional car parking space/lots.

- Access and circulation routes, including fire safety requirements.
- Toilet, shower and changing-room facilities.
- Entrance foyer, coffee break areas etc.
- Room-allocation for different use and purposes.
- Method of dividing rooms, standards of sound installation.
- Separation of public access for each area.
- Service facilities and associate access to each area.
- Storage of furniture, carpets and special equipment.
- Stacking and handling feature of chairs and tables
- Storage of china utensils, serving equipment and trolleys.
- Engineering plant services, environmental control.
- Comm. Equipment, telephone and internet connection, music and paging.
- Construction features and acoustic design.
- Dance floor provision, security and protection.
- Exhibition and projection services.
- Water, drainage, gas and electricity services.
- Music and amplification control, local sand system.
- Closed circuit television and cine projection.
- Band stand and stage provisions (permanent or temporary).
- Changing rooms, access for speakers or performers.
- Translation, press and reporting facilities (Business centers, I-net usage, conference calls etc).
- Access for exhibition or other equipment such as vehicles, etc.
- Legal requirement for fire and user safety.
- All law regulations in conjunction with the specific events hold which are required.
Reservations
Food & Beverage


All reservations for the function allocation is made through the Sales Office/Department/assigned
personnel which confirms allocation availability with the Food & Beverage or Catering
Manager/Banquet Manager.
Each reservation must contain the following details:
- Date and Time of Call

- Title: Name and Telephone number of client
- Person in charge, contact person from client
- Name of Function
- Function Type; indicate type of function such as, business, leisure, conference etc.
- F&B Services requested; Western dinner, cocktail, luncheon, coffee break etc.
- Estimated number of guaranteed participants, speakers, relatives, wives, children of the entire
function period and group.
- Date and Time of function/event
- Details described in brief. This section will be kept blank as the details are shown in the
function order.
- Booked by, name of person making the contact with the client and initiate the reservation.
3.1 Telephone
- Many enquiries are made through telephone. Therefore, proper telephone etiquette is
essential to ensure that all telephone calls to the Sales Department or Food & Beverage
Department are answered correctly and courteously.
- DHR greeting phrases are used to answer all telephone calls.
- Address of guest name if known.
- Transfer of calls to the person concerned; let him/her know the guest name so that he/she can
address the guest his/her name right away.
- Write-down of guest name and contact details if the person concerned is busy. Do not keep
the guest waiting for an unreasonable amount of time. Call back as soon as possible.
- End all telephone calls as per DHR standard.
3.2 Letter/Fax/Email
Whenever letter/fax/email of enquiry is received, telephone/email to the client is essential:
- Telephone calls can reach the client faster than by correspondence and hence a higher
chance of securing the business is possible as clients might approach other hotels/resorts at
the same time.
- Letter/fax is only recommended for written confirmation, not as a communication device.
- Nowadays, email correspondence is very common and most enquiries come through this
channel. Proper writing etiquette is essential and emails shall be handled in a timely manner
(within 3-4 hrs.) and forwarded to the concerned person(s) immediately.
- Emails shall only be used for confirmation if forms/confirmations/agreement forms etc. are sent
as attachments and converted in a read-only format (i.e.: .pdf files). Otherwise, fax must be
used.
Letter/Fax/Email - continued
Food & Beverage


After the preliminary contact with the prospective client, the person concerned has to follow-up
by either visiting (or emailing/telephone conversation etc.) the client or inviting the client to the
(Name of DHR property) to show him/her (prospective client) the facilities to provide
supplementary information and further planning for the event.
3.3 Reservation Status
Every entry into the Banquet Record Book/Reservation Log shows as "TENT" or "CONF".
- "Tent"
Any reservation marked "TENT" is a tentative booking. To clear or confirm allocation, the person
mentioned under "Booked By" is to be contacted to approach the client to finalize its status. A
reasonable cut-off date is to be given further.
- "Conf"
Any reservation marked "CONF" is a confirmed booking. A reservation can only be confirmed
when the contract is signed or a deposit is received.
Filing System - Function/Event Organization
3.4 Function File
A function file shall be opened when a tentative booking has been made. It is used to collect and
keep all correspondence and information pertaining to each function.
It can also act as an information centre where any details shall be referred to before any actions
are taken. Every function file has a code/number and is marked with the name of the
company/organizer, event date and type of function for easy identification.
The correspondence in the function file should normally consist of:
- Preliminary Room Request Form (Banquet inquiry sheet)

- Proposal letter/fax/email
- Deposit
- Function Order form
- Banquet breakdown form
- Menu
Files for any forthcoming functions should be filed by month, i.e. arranged in chronological order.
For regular clients, master files are kept separately and in an alphabetical order. They are used to
keep records of all previous functions.
3.5 Filing System
- Forthcoming Functions
Food & Beverage


Any forthcoming function files are kept in a cabinet according to the month of the event in
chronological order.
- Function of the Month
Functions files for the month are taken-out from the forthcoming function file as soon as the
function information has been issued. The function files are then retained in a trace file according
to date.
- Cancellation File
Upon cancellation, the function file is to be marked as "cancelled". Reasons should be briefly
stated, and filed in a cancellation cabinet/folder according to chronological order for future
reference.
- Past Functions
As soon as thank you letters have been sent-out, any past functions are filed in alphabetical order,
i.e.; Ithaca Group; File under 'I' / Mr Kasikorn K.; File under 'K'
- Master File - Birthday
Function information of birthday functions are kept in a master file in chronological order. It is used
to trace back the previous record of birthday function in order to trace it for next year's birthday
party.
- Master File-Wedding
Function information of wedding function is kept in another master file in chronological order. It is
also used to trace back the previous record of wedding function in order to invite couples to their
first anniversary.
- Function Information File
A copy of the function information of each function must be kept in a function information file
according to chronological order, helpful on enquiry where details of past function are insufficient.
3.6 Follow-Ups
As a rule, all 'Tent' function files for functions within the following 6 months are to be taken-out
twice a month, reviewed and updated. For functions later than the following 6 months, the
function file is to be taken-out once a month. The review and updating of the function files is to be
done by the respective sales person.
If any function needs follow-up on a specific date, a trace date is to be issued by the respective
sales person.
3.7 Coordination
Coordination is critical to the success of any banquets. Coordination is done by means of daily
briefings, function information and forecast reports, personal contacts or telephone conversations.
Food & Beverage


3.8 Proposal Email/Letter/Fax
For every function a contract agreement is send to the client containing details such as; prices,
setup styles, menus, duration, policies, deposit terms etc. It is important that all details are clearly
listed and completely explained to avoid further issues.
Should the proposal email/letter/fax give the client a choice of different priced items, it is to be
clearly indicated. Once the client replies, informing the hotel/resort which items are to be chosen,
the following options apply:
- Changes are made on the contract (by the client) and the client returns the signed copy.
- Request the client for the all details and propose a revised proposal/contract. This can only be
done if the time allows doing so.
3.9 Function Order
For every function a Function Order is to be issued according to the distribution list. A Function
Order is to be sent out 2-4 weeks prior to the event or as soon as all details are available. A
Function Order is to contain all relevant details.
The Function Order is numbered consecutively and the numbers are to be recorded in a log book
with Function Order number, date, name of client. Every January 01, it starts again with #0001. The
Function Order is filed in a function file.
Amendments and cancellation on Function Orders are done by issuing a revised Function Order
with indicated amendments.
3.10 Cancellation Charge
For functions for which a deposit to confirm the booking has been received, the deposit is only
refunded if the cancellation was made (x) days prior to the actual function date (depending on
DHR contract/policy). A cancellation clause in the proposal/contract is stated. For any cancelled
party a lost-business report is to be filed-in.
3.11 Menu Selection
Standard menu selection with a corresponding price list, courses of menus etc is available. Should
the guest require additional menu proposals, the Sales person and the Executive Chef proposes
new menus accordingly.
Food & Beverage

3.12 Banquet Expressions
Expressions which regularly used in banqueting:
- Podium: The speakers stand

- Platform: Stage for head table, band etc.
- Backdrop wording: Wall mounted wording in a function/event room.
- Directional signs: Signs in the lobby, in corridors and in the front of function rooms.
- Cash bar: Every individual guest pays his/her own beverage consumption in cash.
- On consumption bar: Drinks will be charged according to the number of drinks, served and
are charged to the master account of the function, or the party who has made previous
arrangements to pay for the drinks.
- Open Bar: Sales prices are per hour and not as per individual consumption/item.
3.13 Guaranteed Number of Person
For every function where a charge per person applies, a guaranteed number of persons (x) days
prior to the actual function are required (depending on DHR contract/policy). On the function
order, the guaranteed number is to be indicated, and the setup number shall not exceed 10%
above the guaranteed number. For a party below 100 persons, the setup number might be up to
20 persons exceeding the guaranteed number.
Every time the client advises of a new guaranteed number of persons, a letter/fax is to be made
for the clients signature to confirm, the function order is each time updated as soon as a new
change in the guaranteed number has been confirmed.
3.14 Forecasts
The following forecasts are made by the Director of Service/Assistant Director of Service/Banquet
Manager or Supervisor, F&B Manager or Assistant (depending on organizational structure).
- 10-days forecast: To be made weekly, distributed to all concerned.

- 1 month forecast: To be made by-weekly, distributed to all concerned.
3.15 Client History Card
For every client where future or repeat business is possible a history card is to be created and kept up-
to-date, archived in chronological order.
Food & Beverage

4. Setup of Function/Events
Banquet (Pre) Setup
- Chairs (remove with a chair caddy) and tables are moved to the function room, 6 to 8 hours
prior to the functions start.
- Trolleys are used to transport equipment.
- All setup begins with a clean room. A room is considered clean when all unnecessary
equipment is removed and the room has been properly vacuumed, dusted and polished.
- Floor plans must be followed strictly in order to avoid wasting of human resources and double-
jobs.
- Setup is symmetrical, equal and aligned.
- Setups for meetings must include water glasses, note pads, pencils and fruits/candies unless
otherwise specified.
- All head tables for meeting setups and all stage setups must be properly decorated and shall
not be skirted.
- All tables, chairs and amenity setups are in-line with the concept of the event.
- Visual aides must be clean, properly working ad completed with its necessary accessories.
- Head tables for meetings have full amenities set.
- At the end of every function chairs must be stacked-up and returned to the store area.
4.1 Registration/Reception
- Table with table cloths or a wooden registration desk.

- Flower vases, garbage bin, full amenity setup as requested.
4.2 During Refreshment Breaks
- Align all chairs.

- Clean floors and rearranged table top setup.
- Do not disturb business papers, briefcases, folders, books or other equipments not belonging to
the hotel.
- Replace all dirty glassware.
4.3 Banquet Bar
- Setup of Cash bar with an extra table and chair for cashier(s), petty cash, register as per
standard.
4.4 Buffet Table Arrangement
Where no table service (service by plate) is provided, table space must be provided for the
display of main courses, appetizers, bread and butter, condiments, desserts and beverages.
Tables can be arranged to create buffet spacing/setup that guests can easily serve themselves
without having to wait in-line. Rectangular tables can be combined to form V-shapes, U-shapes, L-
shapes, hollow squares etc.
Food & Beverage


Half-round and quarter-round tables can be arranged to from ovals, S-shapes, hollow circles, etc.
Tables can be arranged to form islands for different types of cuisine and themes. Table cloths shall
be long enough to hide table legs and are 5cm off the floor. Skirting is not adequate in modern
banqueting.
4.6 Flower Arrangements - Types of Arrangements
Table flowers, bouquets, arches and garlands for weddings are arranged and prepared by the
Florist stated on the Function Order.
VIP Flower Setup
- A VIP setup should be indicated by listing the specifications on arrangements in the column
'Flowers/Florist' of the Function Order.
4.7 Signage
Two directional signs should be produced for each function to be placed at:
- Lobby (sign board)

- Entrance at the Ball room/Function room (standing sign board)
Lettering is made by the artists. Specifications must be given at least one week prior to the date of
the function so as to give sufficient time for preparation. Foam lettering is prohibited due to
environmental reasons.
4.8 Meeting/Function Rooms
Requirements depend on external demand and are influenced by the character and location of
the hotel/resort. Rooms are multi-functional, being used for business, leisure, private parties,
meetings of societies and other purposes. The need is for arrangement of furniture and facilities,
including built-in A/V aide equipment, adjustable engineering services, large furniture storage
areas and efficient F&B services.
Maximum flexibility is provided by sliding or folding partitions into separate areas, each self-
contained having separate entrance and independent service facilities. Movable portion must
provide a high degree of sound insulation and this involves special attention to the design panels,
joints and supports. In addition, lighting, air-conditioning, sound systems and other engineering
services must be capable of separate operation and control with provision for balancing when
the room condition change.
One method of increasing space utilization is to combine daytime use of rooms for small business
meetings etc. Rooms for multi-purposes must be larger than normal guest rooms and provide
facility for family use during vacation periods. The room must be easily converted with minimum of
effort and disturbance features such as sliding or swivelling bed recesses, convertible divans,
closets for desks and furniture.
Meeting rooms should be directly accessible from the main or a second lobby. Large ball
rooms/function rooms should be located near the street approached through stairs or elevators
Food & Beverage


leading directly to the entrance foyer. Separation from the guest rooms is important to facilitate
management and reduce noise disturbance. Sign posting and directional support is essential
throughout the Hotel/Resort.
Pre-function rooms/foyers are usually necessary to provide a reception/registration area.
Tables will usually be rectangular with provision for linking together to meet banquet needs. In
larger rooms, circular tables may also be provided. Seat spacing is usually based on width 60cm
per diner.
To allow easy arrangement and storage, furniture should have the following characters:
- Light weight but robust/strong.

- Fitted with protective ends to legs.
- Stackable into mobile carrier.
- Inter-changeable.
- Replaceable.
- Linkable to form rows.
- Resistant to marking.
- Durable resisting, scraping and impact.
- In-line with the character of room and hotel/resort.
Also, service trolleys, mobile side boards and other meal sources equipment shall be provided. A
temporary bar (moveable even) or permanent is to be considered. Carpet and furnishing are
moveable.
Special requirements for meeting rooms:
- Dance floors
- Band stages, stands and equipment
A/V equipment:
- LCD Projectors, Plasma TVs/LCD TVs

- Built-in or moveable PA speakers
- Slide projectors, tape speaker extension
- CD/DVD/MPEG/XVID/HDTV/HDD/USB Players
- Microphones, wireless microphones
- Projection screens (moveable or built-in)
- Pin board, display board, flip charts
- Remote lighting and air-control
- Portable closed circuit TV/Camera and projection equipment
- CCTV surveillance
- Control room or moveable control panels/switch boards
- DJ sets/turntables
- Additional special lighting equipment for show performances etc.
4.9 Conferences and Banquets
Food & Beverage


Success or failure of any conference or banquet depends on the quality of the speakers, the
amount of assistance or information and the degree of learning which participants received.
These elements are out of the control of the Hotel Management.
Arrangement for Conferences
Organizers and leaders of such meetings are likely to be impressed with the fact that the hotel
associate knows what he/she is doing. Confidence in the smooth running of these arrangements
will undoubtedly lead to more business in the future.
Checklist of the information needed from the organizers must be prepared in order that a
systematic plan of campaign can be setup. A checklist below reads such possible details needed:
Dates to be set:
- Majority of group arrival/departure, late arrivals, release of reserved rooms not taken-up.
Type of arrangement/event:
- Wedding, dinner, meeting, funeral, anniversary, conference etc.
Attendance to be ascertained:
- Total number of guests expected, plus wives/children/relatives (if any).

- Total number of participants.
- Total number of adults and children
Overnight accommodation to be ascertained:
- Number of DBL/TWN/SGL/TPL rooms, suites etc. and comp. rooms
Meeting requirements:
- Conference room(s), Annex(s), Cloakroom(s), changing room(s), Number of tables and chairs.
- Decoration concept; banners, flags, canvas, logos etc.
- Flower arrangements/ plants
- Microphone(s), wired or non-wired
- Projectors or other visual aid
- Paper, pencils, notepads etc
- Lectern
- Platform(s)
- Carpet(s)
Organization of F&B services:
- Menu sections, members per table, shape of tables, bar facilities, appetizers with drinks,
tea/coffee facilities, starting and finishing times of meals and breaks, venues of meals and
breaks.
Conferences and Banquets continued
Basic costs:
Food & Beverage


- Double rooms, single rooms, Suites, Executive Floors, Children rates, conference room(s),
additional room(s), business centre and its facilities, parking, drinks (open bar or by
consumption), main meals, breaks, coffee/tea service.
Other services to be costed:
- Provision of special equipment, i.e. projector, microphones etc.

- Provision of personnel for service of above.
- Provision of flowers.
- Complimentary meals and/or accommodation.
- Sign/place cards, gratuities.
General Information
The Hotel/Resort should be prepared to make suggestions and arrangements for the
entertainment of the relatives (wives, children) and friends not participating the event/function. A
list of facilities is helpful and may list as the following:
- Shops and stores within the property or nearby

- Kids activities (chargeable or free)
- The hotels/resorts restaurants and leisure facilities.
- Theatre and cinema program.
- In-house DVD movie program (if applicable).
- Excursion arrangements specially tailored for this group.
- All transportation facilities available.
- Baby sitting facilities.
- Availability of guides and tours.
Opportunities for promotional events within the hotel can be means of increasing income from
conference.
4.10 Possible Characteristics of Conference/Meeting Rooms
Services
- Conference rooms preferably be windowless, artificially lighted and air-conditioned and the
following points indicate why this should be so. It amounts to the fact that the speaker or
instructor can then control all these factors.
Windows
- If a conference room has windows, all curtains/blinds should be pulled over existing windows
to allow greater concentration on the guest speaker.
Possible Characteristics of Conference/Meeting Rooms - continued
Lighting
- The eye is always drawn to either the highest luminous point or the one which has the highest
color intensity. Therefore, it is important that the speaker should be illuminated and seen
Food & Beverage


against a very simple background which is preferably darker then the rest of the room. Beware
of concentration of light, if, which can cause glare, forcing the speaker to step aside to avoid
this painful experience or give his/her performance in discomfort. It is a simple matter to shield
or cover the light source.
General Information
The Hotel/Resort should be prepared to make suggestions and arrangements for the
entertainment of the relatives (wives, children) and friends not participating the event/function. A
list of facilities is helpful and may list as the following:
- Shops and stores within the property or nearby

- Kids activities (chargeable or free)
- The hotels/resorts restaurants and leisure facilities.
- Theatre and cinema program.
- In-house DVD movie program (if applicable).
- Excursion arrangements specially tailored for this group.
- All transportation facilities available.
- Baby sitting facilities.
- Availability of guides and tours.
Opportunities for promotional events within the hotel can be means of increasing income from
conference.
Heating
- Noise of bad air-conditioning or heating system in operation must be avoided. An audience is

more responsive mentally if they are seated in a slightly lower climate than normal
temperature. There should be an awareness of a flow of air cross the room, at least a
movement noticeable.
Noise control
- Lift operations, opening and closing of doors, walking or talking are to be cut down to a
minimum. It is important that distractions of all kind are avoided.
Chairs
- Chairs shall be comfortable with semi-padded seating but without front edge. The speakers
chair should be always brighter-colored fabric to keep the attention of the audiences field of
vision. Chairs should be stackable sot that the room can be easily cleared and setup.
Possible Characteristics of Conference/Meeting Rooms - continued
Tables
- Flat-topped foldable tables of uniform size are better than one or two large ones. Also they
must be of light-weight, no obstructions for the knees and a rod underneath for the feet to rest.
Platform
Food & Beverage

- A raised speaker platform must be set in order to give best visibility. The nearer the speaker is
located to the ceiling, the better will the audience at the back of the room be able to hear.
General
- The lay-out of the room is to be discussed and planned beforehand depending on purpose
and multi-functional usage. A series of diagrams of seating arrangements should be drawn-up
and checked with the organizer/leader before each meeting.
Other points to be checked are:
- Seating styles (classroom, theatre, u-shaped, top tables) and for how many participants.
- Size of conference room; Length, width, height. Is this adequate (comfortable) for the group, if
seated as required?
- Is there space for coffee breaks in the room or will it be served outside?
- When is the latest dead line of finishing all setup and its equipment?
4.11 Business Meetings
Some minimum requirements:
- Required number of chairs arranged in the form requested.

- A platform.
- A presiding officers table and chairs.
- A lighted lectern (either table or floor type).
- A gavel.
- Water (bottled) and glasses on the speakers table.
- A black board/flip chart/white board.
- Chalk/Pens.
- An eraser.
- A pointer.
- A national flag (for public gathering).
- A/V tools.
- Any other latest sophistication.
- The hotel logo/wording on the back (drop).
Key Points:
- Entrance and exit facilities for material and properties, as well as guests, facilitating movement
without delay.
- Provision for adequate parking varies for guests and meeting sponsors.
- Provision of safety features including properly marked fire exits, properly fused circuits,
adequate floor load capacity and flame-proofed drapiers.
- Provision for adequate electric circuit, 20-amperes min. capacity with outlet, both at front and
rear of room. All lights are controllable from one light switch panel.
Food & Beverage


- Air-condition and heating should be controlled by a room thermostat which can easily be
adjusted without services of the associate.
- Ventilation should be provided and washing rooms and drinking fountains should be arranged
near by.
- Top quality sound systems are a must. In addition to lectern mike, there should be provision for
lavaliere, microphones for panelists and portable microphones for audience participation.
- Minimum required A/V equipment must be available in sufficient quantity.
- Associates must be readily available to assist in setting up the room and equipment for a
meeting.
- Provide F&B services for breaks and meals in an efficient manner. For larger properties,
separate wing with kitchen equipments should be setup/installed.
- Provide convenient outlet and space for projection equipment to keep audience distraction
to a minimum.
In smaller Hotels/Resorts, it is uneconomical to own meeting equipment which is very costly. The
Hotel/Resort should consider arranging needed equipment with local suppliers on a rental
basis/contract. This may include the following equipment:
- Sound projectors, LCD Projectors, Slide projectors, PA Systems.
4.12 Outdoor Catering (Off-premises Catering)
It is also known as off-premises catering. The Hotel/Resort providing outdoor catering facilities
should make it a continuing activity to ensure the fuller utilization of its equipment and associates.
A full and comprehensive sales service such as, meals, drinks, confectionary, tobacco, kiosk,
merchandises etc. should be provided in these functions.
The following points should be included in the initial survey to be conducted for proper planning of
outdoor catering:
- Type of function
- Size of function
- Date and time
- Site and distance to Hotel/Resort/depot/store
- Local transport facilities
- Local commodity supplier
- Availability of associates and equipment/facilities
Outdoor Catering (Off-premises Catering) - continued
An important note in this regard; Remember that associates from the F&B operation team used in
the regular operation might be taken-out of the regular operation, thus hiring of temporary
associates might be considered. The same applies for the equipment and transportation used.
- Layout of site
- Number or people expected
- Availability of electricity, gas, water, sanitary installations, wastage disposal
- ASP of people attending
- Occupancy of the Hotel/Resort (to schedule additional resources for the outside event)
Food & Beverage


- Kiosk and merchandise stand/booth
- Time allowance for setting up catering units and dismantling
- Type of license required
- Provision of mobile units adaptable to hot and cold food items
- Communication facilities to ensure coordination and control of associates and continuous
supplies of commodities
- Arrangement for photographers/internal-external PR/DVD camera team etc.
- Press and the Media
- Provision for changing rooms and toilettes
- Insurance against fire/weather
- Provision of first-aid
- Available A/V and PA system as required
- Needed resources of Housekeeping and Engineering
- Forecasting of weather reports and possible rain-protection
- Safety regulations of employees for loading and unloading of equipment
- Estimate of cost of overhead
- Type of service received; Buffet service/Service by plate (table service)/Takeaway Service/
Supply of hot dishes/Beverage service
- Clearing and cleaning facilities (Stewarding)
- Containers for small and disposable items used
The person in charge needs to be decisive, quick to command and adaptable to various
situations. Everything is possible during an outdoor event!
Food & Beverage

5. Account, Audit and Control

5.1 Banquet Income
Sales in connection with banquets, private parties etc. should accounted for in the respective
selling departments. Sales of goods and services not sold in the ordinary course of business by any
selling department of the hotel, except in connection with banquets, may be accounted for in
accordance with one of the following methods:
Credit to the various expense accounts: If such sales are only occasional, or if the profit on them is
negligible or not practically determinable, the sales should be credited to the various expenses
accounts to which the cost would be naturally charged.
For example; under this method, an occasional sale of music would be credited to music and
entertainment and an occasional sale of flowers to decorations/Florist.
The cost of goods and services sold in connection with banquets which are not regularly sold by
any department and are not applicable to any specific expense items in the food schedule,
should be charged to banquet expense and the relative sales credited to the same account.
Credit to Other Banquet Income: If the Other sales in connection with banquets are of sufficient
importance to make it desirable to determine the profit on such sales, accounts should be
opened in accordance with this schedule. The profit on such sales should be carried over to the
food schedule as Other Banquet Income.
Each function is a separate occasion. It has its own price, menu and manning. It must be closely
controlled, especially when food production takes place in a separate kitchen and bar. The
revenue and the direct costs can be ascertained with accuracy. The main records include:
- A function agreement, which summarizes the arrangement for each function.

- A function diary, which lists details of all functions in date order.
- A function chart, which provides a visual record of all functions arranged for a period ahead.
- In-house information and restriction list.
The revenue and the direct costs can be ascertained with accuracy. The volume of identical
meals prepared and served together enables the Hotel/Resort to have higher profit margins; as
such functions represent the second most profitable hotel product after rooms.
5.2 Revenue
The various sources of revenue and cost of banquets are:

- Food and Beverage
- Music and Entertainment
- Decorations
- Mechanical work equipment
- Other labour
- Printing and Stationary
- Souvenirs and favours
- Rentals of equipment
- Miscellaneous
Food & Beverage


5.3 Expenses
Music and Entertainment
- Music and Entertainment hired for banquet purposes.
Decorations
- Cost of flowers, plants and decorations purchased for banquet purposes and charged to
banquet engagers. If, however, the hotel/resort operates a florist department, the sales and
cost of flowers, plant and other decorations furnished by the florist should be credited and
charged, respectively to that department.
Mechanical work and Equipment
- Setting up and removing of stages, scenery, specific electric wiring, spotlights, moving pictures
projectors, PA and A/V equipment, material and labour furnished by the mechanical
department.
5.4 Other Incomes
There are other sources of Hotel/Resort income which is not connected directly with the
operational activities.
All these incomes are received in small amounts from different heads:
Rentals
- Space used for the operation of a hotel as a part of usual hotel service. Rental received from
these are credited to Rental Account.
Some of these are sub-heads of income:
Office Rentals/Rent from Clubs/rent from lobby space, show case and other spaces.
Concessions
Revenue received from outside for the privilege of operating departments which might be
operated by the hotel itself as part of the usual hotel/resort service. Expenses to the hotel/resort in
connection with the operation of a concession service which would be charged as departmental
expenses. If the department were operated by the hotel, should be charged against the income
received from the concessionaire are credited to this account.
Some of the sources of revenue of concessions are:
- Barber shop/ Beauty shop/ Cigars and news stand/ Gift shops/ Guest laundry/ Restaurants/
Swimming Pool, Baths/ Transportation/ Valet/ Foreign Exchange/ Casino.
Interest
The hotel/resort earns interest on bank deposits and other investment of spare funds.
Foreign Exchange
Food & Beverage


Foreign currency and travelers cheques are normally exchanged by hotels for guests at rates
more favorable to the hotel than those offered by banks to safeguard against fluctuations in rates
between their encashment by the hotel an their sale to the bank, and sometimes to include simply
a charge for the service provided.
Commissions
The following incomes received as commissions are credited to this account:
- Commission from taxi and care hire/ Garage and Parking Lot/ auto rentals/ radio and TV/
Photographers/ Theatre and travel agencies and other suppliers to guests.
Vending Machines
The revenue derived from vending machines less the cost of the merchandise sold is directly
credited to this head.
Cash discount earned
All discount earned from creditors due to cash payment within the discount period are credited to
this account.
Salvage
It includes revenue derived from the sale of waste, paper, bottles, cans, incidental articles,
obsolete material and used cooking grease.
Miscellaneous
Other incomes which can not be grouped under any of the above heads are credited to this
account.
Food & Beverage

6. Payment Arrangements
6.1 Types of Payment Statements (Bill)
- Food bill/payment statement
- Beverage bill/payment statement
- Miscellaneous bill/payment statement:
Room rental
Equipment rental
Miscellaneous Charges
6.2 Deposits
A deposit must be requested and paid prior to the event (amount of days is depending on the
contract agreement). The balance is to be paid upon departure of the group, unless otherwise
agreed/stated or contracted.
When a group confirmation is made through the responsible Sales person to its client a Function
Order is to be issued and send to the Finance Department for debit note issuance. Upon receipt
of the deposit, a deposit receipt record is sent to the respective Sales person confirming receipt of
deposit.
For clients/Corporate accounts requesting no deposit, the Sales person may receive authorization
and approval from the Dir. of Sales & Marketing. For trusted accounts, the Sales Department and
the Finance Department can mutually agree and continuously update a list of credit accounts for
waiving requirements of prepaid deposits.
6.3 Balance Payment
All F&B function information shall be settled by cash or credit card upon departure. Cheques are
not accepted for settlement of F&B expense unless prior approval has been given from the
Director of Finance.
6.4 After Billing
For improved customer service, billing after departure may be granted to credit worthy and
trusted client accounts. In such case, a letter/fax/email of authorization is to be received in
advance from the client to confirm expenses that are covered on its company account.
Payments received for F & B expenses should be recorded on a control list and passed to Finance
Department for receipt issuance and recording.
6.5 Cancellation
For functions where a deposit has been received, the deposit is refunded only if the cancellation
was made (xx) days prior to the actual function date (depending on contract agreement and
policy). For any cancelled group/account, a lost business report is to be filed.
Food & Beverage


6.6 Payment Settlement
Cash bar
- For cash settlement; the Banquet Manager/Supervisor shall return (to the cashier for posting),
the original and signed copy of the payment statement, while the account copy is retained
by the cashier.
- For city ledger charge; the signed check is given to the cashier for posting and all copies
retained by the cashier.
Master bill
The master payment statement must be prepared by the person in charge of the function and is
settled either by cash or by credit card. For credit card payments; the cashier shall check the
outstanding balance and request approval from the credit card company.
If the guest is to sign the payment statement, it shall include:
- Billing address
- The person authorized to sign the master payment statement
- The amount of advance deposit received
The payment must be received within (xx) days (depending on the contract agreement or the
hotels/resorts policy) corresponding to the date of invoice.
7. Event Forecasts & Reports

Food & Beverage

7.1 The 10-Days and Monthly Forecast and Report
Monthly forecast are produced to assist the F&B Department in establishing the budget, for the
Executive Chef to order food, and for the Banquet Manager/F&B Team responsible to follow-up on
the event.
In addition, a 10-days forecast is to be distributed to the Department Heads. Furthermore, the
monthly report is to be distributed to the GM/RM/EAM and to all Department Heads concerning its
monthly forecast, estimated revenue and budget.
The monthly report is to be distributed to the GM/ RM/EAM and shall contain the following:
- F&B Sales compared to budget

- Room Sales compared to budget
- Other Income compared to budget
- All cost expenditures
- Covers compared to budget
- Additional remarks
8. Banquet Service Organization

8.1 Run-down Instruction
According to the Function Order, the Banquet Manager/Supervisor must prepare a run-down
and assign associates to prepare the mis-en-place and the setting-up of the function room.
8.2 Briefing
The Banquet Supervisor/Captain must organize a briefing before setup of the event. The following
points shall be covered:
- Briefing on floor place/location

- The name & program of the event
- Assigning of associates to each station
- VIPs and requests
- Grooming standard
- Reminder for personal belongings of guests
- Who the organizer is and that all communication is handled through the designated employee
of the hotel only.
- Payment arrangements
- Operating hours and break times for each employee
- Others:
Information of food menu items, service style and technique used
Served beverages and wines
Payment type
8.3 Final Inspection
Food & Beverage


Prior to the commencement of each event, the Banquet Manager/Supervisor/Captain or other
associate assigned must ensure the setting of the room/event is completed and the facilities
required are properly set.
The following is a general checklist for the final inspection (use specific check list attached):
- Check room for the proper number of tables and chairs, table numbers, directional signage,
seating floor plan.
- Check room to ensure that the proper equipment is in place, such as spotlights, overhead
projector slide projector, microphones, flags and/or other miscellaneous items requested on
the Function Order.
- Check room to ensure that the proper items are in place, such as cakes, flowers, etc.
- Check room for proper cleanliness, light level, air-conditioning and unusual noises.
- Check all A/V equipment with Engineering for smooth operation.
- Check room for potential safety hazards, such as damaged chairs, tables, sofas, tripping
hazards, such as carpet, microphone with flower arrangements or other combustible dcor.
- Check the restroom facilities to ensure that they are operational and clean.
- Make sure all associates (including casual labour) are on time, in proper uniform and groomed
and familiar with their assignments.
9. Sequence of Banquet F&B Service

Breakfast
Food & Beverage

1. The Banquet Supervisor or Captain (depending on organization chart) is to double-check the

room setup.
2. The Servers prepare the butter dish containers in the kitchen, served at the table after guests
are seated.
3. The Servers turnover the cups and place cream, milk and sugar onto every table.
4. The Hostess(es) greet(s) the guest as per standard and directs them to the respective venue.
5. The Servers/Runners pull the chairs for the guest while ladies are seated first.
6. After guests are seated, the Servers/Runners unfold the napkins and begin to serve the warm
bread (basket or served).
7. Kitchen/Service provides fruit juice and the Servers serve it after guests are seated.
8. The Banquet Supervisor/Captain re-confirms the final number of guests (with the organizer).
9. The Banquet Supervisor/Captain informs the kitchen for the final number of guests. Service by
plate commences (sets) served by the Runners and Servers.
10. The Servers commence with serving fresh coffee and tea.
11. Servers/Runners serve supplement, beverages and pick-up orders and clear tables, while
Supervisors/Captains supervise the Runners and Servers, control the guest flow and attend to
all guest requests immediately.
12. The Servers assist the guests by pulling the chairs when moving to the bathroom.
13. After finishing of breakfast, Hostess(es) escort the guest to the next venue or our of the
outlet/room.
14. Banquet Supervisor may attend to the payment settlement (depending on the corresponding
Function Order). The Banquet Supervisor/Captain double-checks the payment statement
(bill) and presents it to the organizer for signature and/or direct payment.
9.2 Buffet Service
- The Banquet Supervisor/Captain coordinates with the Executive Chef/Sous-Chef regarding the
quantity of food items to be served, centre-pieces, sizes of buffet tables etc. to be setup.
- Kitchen associates standby at the buffet line to explain, serve and refill of food items, further to
maintain the presentation and to replenish service and kitchen equipment on the buffet line.
- The Stewards coordinate with Kitchen associates regarding the quantity of food items to be
served, prior of placing chafing dishes with reference to layout plan.
- The Steward place serving equipment, crockery and other accessories needed onto the
buffet line(s).
- All tables are pre-set with milk, cream sugar, all crockery and cutlery used for breakfast service.
- The Banquet Supervisor/Captain executes a final inspection 30 minutes prior to guest arrival.
- The Hostess(es) greet(s) the guest as per standard and directs them to the respective venue.
- The Servers/Runners pull the chairs for the guest while ladies are seated first.
- After guests are seated, the Servers/Runners unfold the napkins and begin to serve the warm
Buffet Service - continued
- After guests are seated, Servers and Runners serve fresh coffee and tea.
- The Servers assist the guests by pulling the chairs when moving to the buffet lines or bathroom.
- The Banquet Supervisor/Captain reconfirms the final number of guests (with the organizer).
- The Banquet Supervisor/Captain informs the kitchen for the final number of guests.
Food & Beverage


- Servers/Runners serve beverages, clear and clean tables, while Supervisors/Captains supervise
the Runners and Servers, control the guest flow and attend to all guest requests immediately.
- F&B Runners remove soiled dishes and refill coffee/tea.
- F&B Runners/Servers replace new sets of cutlery where necessary.
- After finishing of breakfast, Hostess(es) escorts the guest to the next venue or out of the
outlet/room.
- Banquet Supervisor may attend to the payment settlement (depending on the corresponding
Lunch and Dinner
1. The Banquet Supervisor/Captain checks the banners/poster/wording, flower arrangements,

reception table, signage, food display etc. according to the Function Order.
2. The Banquet Supervisor/Captain executes a final inspection 30 minutes prior to guest arrival.
3. Steps 1-6 as listed under Breakfast Service by Plate (Table Service).
4. The Servers/Runners pour water 5 minutes prior to the event (some DHR properties may serve
water differently).
5. The Servers/Runners pull the chairs for the guest while ladies are seated first.
6. After guests are seated, the Servers/Runners unfold the napkins and begin to serve the warm
7. The Banquet Supervisor/Captain reconfirms the final number of guests (with the organizer).
8. The Banquet Supervisor/Captain informs the kitchen for the final number of guests.
9. The Banquet Supervisor/Captain serves wine (if applicable) and the Servers/Runners line-up for
the first course pick-up.
10. The Serves/Runners serve the plates according to seating plan and check regarding the;
proper condiments, utensils and dishes, that crockery and presentation is as per standard and
finally the right main course is served to the right guest.
11. The Serves/Runners approach the table in-line.
12. The Serves/Runners remove the cover (if applicable) and start to serve the women first in a
clockwise direction. Each table must be completed before moving on to the next table.
13. Servers/Runners serve supplement, beverages and pick-up orders and clear tables, while
Supervisors/Captains supervise the Runners and Servers, control the guest flow and attend to
all guest requests immediately.
14. After appetizer/salad/first course, the Servers/Runners remove the soiled plates.
15. Soup is server with its saucer and doily.
16. Servers/Runners might reset for main course.
17. Servers/Runners clean the table before serving the dessert (salt, pepper, condiment is
removed). Depending on standard, wine glass is removed as well.
Service by Plate (Table Service) - continued
18. Depending on size of the group, coffee/tea service crockery and sugar bowl is preset, and
coffee or tea served by the Runners after dessert is finished.
15. After finishing of breakfast, Hostess(es) escorts the guest to the next venue or out of the
outlet/room.
Food & Beverage


19. Banquet Supervisor may attend to the payment settlement (depending on the corresponding
9.4 Buffet Service
- The Banquet Supervisor/Captain checks the banners/poster/wording, flower arrangements,
reception table, signage, food display etc. according to the Function Order.
- Kitchen associates standby at the buffet line to explain, serve and refill of food items, further to
maintain the presentation and to replenish service and kitchen equipment on the buffet line.
- The Stewards coordinate with Kitchen associates regarding the quantity of food items to be
served, prior of placing chafing dishes with reference to layout plan.
- The Steward place serving equipment, crockery and other accessories needed onto the
buffet line(s).
- All tables are pre-set with milk, cream sugar, all crockery and cutlery used for breakfast service
(depending on size of group and the hotels standard).
- The Banquet Supervisor/Captain executes a final inspection 30 minutes prior to guest arrival.
- The Servers/Runners pull the chairs for the guest while ladies are seated first.
- After guests are seated, the Servers/Runners unfold the napkins and begin to serve the warm
- The Servers assist the guests by pulling the chairs when moving to the buffet lines or bathroom.
- Servers/Runners serve beverages, clear and clean tables, while Supervisors/Captains supervise
the Runners and Servers, control the guest flow and attend to all guest requests immediately.
- Runners remove soiled dishes and refill beverages.
- Runners/Servers replace new sets of cutlery where necessary.
- Runners/Servers begin to serve coffee/tea after dessert.
- After lunch/dinner is finish, Hostess(es) escorts the guest to the next venue or out of the
outlet/room.
Cocktail Reception
- The Banquet Supervisor/Captain coordinates the bar setup with the Bar Supervisor/Captain.
- The Servers/Runners prepare the cocktail napkins, plates and cocktail-picks, etc.
- The Stewards setup the chafing dishes (according to the Function Order), if applicable. Some
cocktail reception might use the pass-around service style.
Food & Beverage


- The Kitchen/Florist sets up the centre-pieces and decoration according to the theme and
layout plan.
- The Banquet Supervisor/Captain inspects the location setup 30 minute prior to guest arrival.
- The Banquet Supervisor/Captain reconfirms with the Chef regarding the setup and time.
- The Banquet Supervisor/Captain executes a final inspection.
- Servers/Runners do not open the chaffing dishes prior to the function.
- Servers/Runners serve the beverages and pass-around items.
- Servers/Runners are able to explain and giving information to the served items.
- Servers/Runners clear and clean, while Supervisors/Captains supervise the Runners and Servers,
control the guest flow and attend to all guest requests immediately.
- After the event has finished, Hostess(es) escorts the guest to the next venue or out of the
outlet/room.
Coffee and Tea Break
The same sequences are followed as above mentioned Cocktail Reception, in addition mostly juice
and coffee and tea are served with some snacks, also there might be a cash bar used with Cashiering
facilities as well. The Banquet Supervisor/Captain will find the time during coffee breaks to approach
the organizer for any further amendments to be made.
Meeting
The Banquet Supervisor/Captain must check all the equipment before the meeting starts (as per the
Hotels/Resorts separate Check-list).
Before each Meeting, the following points should be checked:
- Wardrobe assistance is available.

- Valet parking is available.
- The seating is arranged as planned.
Meeting - continued
- The location of any additional chairs and tables.

- The room temperature.
- Water (bottled) and glasses at lecturer and conference tables.
- Ashtrays, pencils, notepads, name cards/tags/stands for participants/lectures etc.
- Signs directing members to the conference room.
- Acoustics; to be checked for echoes or dead spots.
- All plug-in equipment is working.
- Microphone cords are long enough.
Food & Beverage


- Where film screen provided, balanced and steady.
- Spare fuses or standby circuits ready.
- Sufficient extension cords and adaptors.
- Is the room dark enough for projection?
- All heating, air-conditioning and fan controls working.
- That everyone can see the platform when all seats are filled.
- That in the event of a fire, notices are promptly displayed.
- Do not leave your personal belongings unattended signs placed.
At the End of a Meeting
- For lost or forgotten property.

- The removal of organizers property for safe keeping.
- The return of any hired equipment.
- The removal of promotional material relating to the last session.
- All A/V equipment is cleared and locked-up in stores.
- Clearing of entire setup, locking of function room.
Sequence of Service
- Servers/Runners pour water 10 minutes prior to function start.

- After commencing of the event, service associates should leave the room with the exception
of a Captain (and Servers) to attend to the organizers need.
- Meanwhile, Servers/Runners prepare up-coming coffee breaks, lunch or dinner mise en
place.
- During coffee break; the assigned Servers/Runners refill water and stationary items but do not
touch/remove any personal belongings/documents.
- The Banquet Supervisor/Captain double-checks number of attendants with the organizer for
the lunch/dinner.
- After coffee break, all service associates will leave the room.
- According to the schedule, the Hostess(es) will escort the guest to the lunch/dinner venue,
and the Servers/Runners clean the room.
- After lunch, the guests will return to the function room and the Server/Runners commence mis
en place work for additional coffee break, lunch or dinner following after the meeting event.
- After the event has finished, Hostess(es) escorts the guest to the next venue or out of the
outlet/room.
10. Policies
10.1 Car park Policy
Car park for banquet clients are normally offered "Free of charge". Parking tickets might be needed,
stamped to validate the ticket. The stamp is placed on the registration desk in front of the function
room of each function.
In case of large functions, such as wedding parties etc. which requires sufficient parking lots, the car
parking requirements are listed on the Function Order.
Food & Beverage


10.2 Uniform Policy
- F&B department issues a uniform request form to linen & uniform department/HK.
- Each employee collects one set of uniform. The laundry records names.
- Employee is held responsible for his/her uniform. Unnecessary damage is charged to the
employee concerned.
- Soiled uniform has to be exchanged daily according to the opening hours.
- Linen room attendant records items received onto the daily uniform exchange sheet.
- In case of emergency after the official opening hours, Duty Manger is to be contacted; urgent
requests are recorded in the linen room Supervisor log book. All items shall be returned the next
day.
10.3 Linen Policy
- Soiled linen must be exchanged daily according to the opening hours.

- Linen exchange for banquet takes place according to the opening hours. In case of
emergencies after the official opening hours, Banquet Manager/Supervisor/Captain must
inform the duty Housekeeper in charge. Urgent requests are recorded. Request items are
returned the next day.
- Banquet associates pre-count all soiled linen before returning to the linen room/attendant for
re-count and exchange. Linen room count column on the exchange list is completed by the
Linen Room Attendant.
- Final comparison of banquet and laundry in exchange sheets. Derivation is remarked and to
be received after cleaning and pressing is finished.
11. Banquet checklist - Sample

Function name: _________________________________ Location: _______________________
Date: _________________________________
Time: _________________________________
1) Check lobby signage & escalators

2) Check function's signage and if a telephone is available in each room
3) Foyer & guest corridor clean?
Food & Beverage


4) Toilet manned?
5) Enlarged floor plan is correct?
6) Ventilation:
6.1 Check adequate temperature

6.2 Check Smelliness of air-condition
7) Lighting
7.1 All bulbs on?

7.2 Follow-spot light (test 40 min. before event starts)
8) Carpets clean?
9) Linen
9.1 Clean table cloth without holes

9.2 Clean napkins in proper shape & without holes
10) Table set up
10.1 Stainless and/or silverware clean?

10.2 Chinaware clean?
10.3 Glassware clean?
10.4 Condiments clean & filled-up?
10.5 Menu properly printed & clean?
10.6 Name cards are placed?
10.7 Candles/Light decor in proper shape?
10.8 Table & chairs set in proper position?
11) Flowers plants arrangement
11.1 How many pieces of bouquet?

11.2 How many pieces of centre-piece?
11.3 Exact quantity of individual flowers ordered in pieces?
11.4 Nicely arranged and presented?
11.5 Plants well presented?
11.6 Any garbage left inside the plant's box?
12) Dance floor & stage
12.1 Clean (floor & rim), not sticky?

12.2 Sufficient room for all musical instruments?
12.3 Dance floor smooth enough for dancing?
Food & Beverage


13) P.A system and engineering equipment
13.1 Microphone behind the speaker?

13.2 Exact quantity of microphone and speakers?
13.3 Tape/CD/DVD/Karaoke rack?
13.4 Movie projector?
13.5 Overhead projector?
13.6 Slide projector?
The above items should be tested 40 min. before function starts.
14) Backdrop
15) Buffet set up
15.1 Table cloths with under-lay?

15.2 Chafing dish proper setup with hot water?
15.3 Cooking fuel (inflammable)?
15.4 Cold dishes in adequate position?
15.5 Dinner plates & dessert plates?
15.6 Serving spoons & fork, plus spare?
15.7 Dressing for salad ladle?
15.8 Sauce for specific hot dish?
15.9 Butter sculpture in good shape? (if applicable)
15.10 Ice carving/other decorative items? (if applicable)
16) Bar
16.1 Proper setup/nicely presented and arranged?

16.2 Adequate bar set according to the floor plan?
16.3 Cashier for cash bar?
16.4 Wine ready?
16.5 Service tray ready?
16.6 Ice buckets and tongs?
17) Service station
17.1 Stainless and silverware
17.2 Chinaware clean?

17.3 Glassware clean?
17.4 The underneath plate with dolly is ready?
17.5 Condiments?
17.6 Sufficient bread and butter?
17.7 Ice water?
17.8 Station assignment for waiters?
17.9 Soiled dish stand?
17.10 Service towels?
17.11 Coffee machine and equipment set?
17.12 Service trays?
17.13 Ashtrays?
17.14 Sufficient screen to cover the stage?
Food & Beverage

18) Service Procedures
18.1 Menu with chef discussed?

18.2 Mise en place with Stewards discussed?
18.3 Type of Service/Service Sequence?
19) Appearance
19.1 Clean uniforms?

19.2 Tidy haircut?
19.3 Shining shoes?
19.4 Proper tie?
19.5 Clean finger nails?
20) No. of service associates _________________________________________________________
Checked By:
NAME SIGNATURE
Re-viewed By:
NAME SIGNATURE

F&amp;Bservicestandardops

Caricato da

Informazioni sul documento

Copyright

Formati disponibili

Condividi questo documento

Condividi o incorpora il documento

Opzioni di condivisione

Hai trovato utile questo documento?

Questo contenuto è inappropriato?

Copyright:

Formati disponibili

F&amp;Bservicestandardops

Caricato da

Copyright:

Formati disponibili

Food & Beverage

Standard Operating Procedure

Signature Restaurant Concept for a Hotel Group

Breakfast service: 07:00 14:00

Type of Service Sequences & Styles

1. Continental breakfast set

Remark: In addition 6 other sets are provided

Standard Operating Procedure

Signature Restaurant Concept for a Hotel Group

Type of Service Sequences & Styles - Continued

The Bread Runner:

The Coffee & Tea Service:

All day dining:

Dinner service (minimum requirements):

Standard Operating Procedure

Signature Restaurant Concept for a Hotel Group

Restaurant Manager and/or Assistant Executive Chef/Sous Chef

Hotel/Resort Grand breakfast service exception:

Standard Operating Procedure

Signature Restaurant Concept for a Hotel Group

Service Concept - Continued

The 33/66 Concept (requirement for all corporate properties)

Standard Operating Procedure

Signature Restaurant Concept for a Hotel Group

Standard Operating Procedure

Signature Restaurant Concept for a Hotel Group

The Chef - The Entertainer

Standard Operating Procedure

Signature Restaurant Concept for a Hotel Group

Table Top setup

Breakfast & Lunch Service:

Flatware, Stainless ware, glassware etc.

Standard Operating Procedure

Signature Restaurant Concept for a Hotel Group

The training, the trainees, the trainers:

Standard Operating Procedure

Signature Restaurant Breakfast Process Diagram

1. Greeting the Guest:

Check with the guest in house list the guests name

Ask for the guests seating preference; Where would you

Help the guest with the chair (ladies first)

Hostess farewells the guest; Have a wonderful day and

Captain introduces himself; Good morning, Mr/Mrs Brown

Captain presents the menu: Here is your breakfast menu

Standard Operating Procedure

Signature Restaurant Breakfast Process Diagram

2. Introduction of the Menu:

3. Taking the Order:

Take order on a captain order Ensure that the order is complete

Yes No Example the American Breakfast Set:

Fruit juice; What kind of juice would you like to have? We

Egg selection: We have 5 different cooking styles, may I

Coffee or tea: Would you like to have coffee, tea or even

Captain/Waiter will post the order into POS/Captain order

4. Bread Service The Bread Runner:

The Bread Runner is permanently walking with fresh bread

What kind of bread would you like; I have chocolate

Standard Operating Procedure

Signature Restaurant Breakfast Process Diagram

5. Changing of cutlery/ serve condiments:

Captain advices to change the cutleries according to the

Prepare and setup condiments, jam, butter etc on the table

6. Offer newspaper (applicable to single-diners):

Waiter/Captain/MGR offers todays Newspaper: Offer reading glasses where necessary:

F&Bservicestandardops

F&Bservicestandardops