TING SOP's

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Greeting the Guest

SOP/01/Greeting the Guest Page 1

Steps Standard Example

The procedure will outline how to
show recognition and welcome guests
into your outlet.

 A Manager, Host or Server is to be  Guests will be greeted within 30

at the entrance to greet, seat and seconds of arriving at the

bid farewell to guests at all times. restaurant and seated within 1

minute.

 Greet guests with a welcoming
smile and make eye contact, speak  Ensure speech is clear, well paced, “Good evening and welcome to
Ting”
clearly in a friendly manner. jargon/slang free and use of

English is adequate to be easily

 Greet quests within 30 seconds of understood.

arriving at the restaurant. Host,

Manager or Server at the host  Use guest name naturally and

stand must also greet guests who discreetly without overusing it.

are passing by. Engage in a natural, friendly and

interested manner.

 Greet guests by stepping out of the

desk and meet the guest half way.  Actively listen and maintain eye

Host must have the rooming list, contact giving the guest your

reservation list and Guest undivided attention (i.e. the guest

Information Slip (GIS) at hand. should not have to repeat

themselves). “May I please enquire if you have a
reservation with us this evening”
 Inquire for reservation (which
restaurant).

 If the guest is kept waiting,
acknowledge this and apologise for  “Mr. XXX, I have a table for four at
 If guest has a reservation confirm 8pm”
the information in the reservation the delay.

book by saying:

SOP/01/Greeting the Guest Page 2

Steps Standard Example

 If no reservation, host must inquire  If there is a delay of several  “May I have your good name
please?”
guest’s name. minutes, guests will be given an
 Do not ask: “are you by yourself?”
accurate estimate of the time, and Instead ask: “Will anyone be
joining you?”
 Confirm the number in the party. If alternative dining options

a single guest is dining. suggested.

 Confirm guest name and use it  If reserved, guest’s tables will be

while escorting the guest. ready within 3 minutes of the

appointed time, and set to the

 All guests should be called by their correct number of guests.

family name/surname, in a natural

and discreet manner.

 “Would you like to have your pre
arrival drink at our bar?”

SOP/01/Greeting the Guest Page 3

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Seating the Guest

SOP/02/Seating the Guest Page 1

Steps Standard Example

To elegantly escort and seat guests at
their table, and ensure they feel
comfortable.

 When escorting guests to the  Guests are seated within 1 minute

table, take the shortest route and of their arrival at a fully laid table.

walk at a speed that is comfortable

for the guest.  Paperwork (GIS) regarding guests’

 For first time guests, ask if the name and table number is
completed discretely, after guests  “Mr. and Mrs. Smith, I notice that

guests would like to have a brief have been escorted to their table. this is your first experience at
explanation of the restaurant’s Ting Restaurant. Let me tell you a

offerings;  Host will make sure to pass on the little bit about our offerings. We

guest name to the server offer a great selection of our

 Offer a choice of seating responsible for the table. signature dishes accompanied by

(depending on reservation, if  Host should track the occupied and (Insert outlet information/buffet
applicable). orientation). This way please”

available table in the floor plan on

 If no tables are available, offer a regular basis to be sure of

pre meal drink, coffee or juice, availability of tables.

and/or suggest alternative dining

option.  If there are tables for 4 available

and a party of 3 arrives, try to seat

 The host needs to know which them at the larger table.

table to seat the guests, and is

prepared to accommodate the  A guest should have at least one

party, i.e. wheelchairs, special table between themselves and

requirements or children. another party, until such time that

business does not allow for this

type of seating.

SOP/02/Seating the Guest Page 2

Steps Standard Example

 Assist guests with chairs, giving  Chair assistance will be offered.

initial attention to ladies but also

assisting men when possible, by  Do not seat a single lady guest

moving the chair out from the next to a group of men.

original location.

 Once the guest is seated  Give a lady a seat that allows her
to sit with her back to a wall, for

comfortably, the hostess will lap comfort and privacy.

the napkin by opening the folded

napkin and folding it into triangle.  Colleagues will speak to guests in

 Napkins to be handled by one an attentive, natural and courteous
corner with minimal touching manner.

 Guests who are alone in our

 Napkin hems must always be face restaurants will receive special

down attention, and actively offered

reading material.

 When a guest temporarily leaves

table, napkin to be neatly folded for  Offer table options to single diners;

return and placed according to the do not seat two or more single
restaurant’s procedure. diners next to each other.

No guest is to be asked to share a
table with another guest.

SOP/02/Seating the Guest Page 3

Standard Operating Procedures Manual
Department: Food & Beverage

Task: Offering a Newspaper/Magazine

SOP/03/Offering a Newspaper/Magazine Page 1

Steps Standard Example

The procedure will outline how to offer
a newspaper/magazine to a single
diner:

 A selection of newspapers and  A selection of international, “May I offer you a newspaper or
magazine to read?”
quality magazines are available for newspapers, news sheets, digital

our guests, at no charge. news options and magazines will

be available and must be available

 The guest may take the to all and actively offered to single

newspaper/magazine when he/she diners.

leaves the restaurant. If the used

newspaper is left and it is in good

condition, it should be refolded and

reused.

 The guest may pick-up the paper
himself or herself or the host can
carry it for them to the table, and
hand it to him/her after he/she is
seated.

SOP/03/Offering a Newspaper/Magazine Page 2

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Presenting Menus

SOP/04/Presenting Menus Page 1

Steps Standard Example

This procedure will outline how menus
are presented to guests after being
seated at their table.

 As soon as the guests are seated,  Ensure the menu is clean and in
the server in charge will bring the good repair, grammatically correct
restaurant menus. and easy to read.

 Menus are presented open, from  Inserts must either be “laser” or “May I take this opportunity to explain
the right side, with the right hand, professionally printed – never our specials of the day…”
moving in a clockwise movement photocopied.
around the table.
 Menus to feature Daily/Chefs
 At this point explain any specials of specials – to be printed and
the day or any items that are incorporated into the menu or
unavailable. offered verbally by the Server.

 Menus must always be clean and  Unavailable items to be mentioned
in perfect condition. Do not present to the guest.
menus that are torn, dirty or
marked.

 If there is a mistake on the menu or
an item is unavailable, do not mark
on the menu with a pen or white-
out. Inform the Manager
immediately of unavailable items or
mistakes on the menu.

SOP/04/Presenting Menus Page 2

Steps Standard Example

 It is the host’s job to ensure that the
menus are in good condition;
however, if a server, finds a “bad”
menu, do not put it back into
circulation, give it to the Manager
or put it in the designated place.

SOP/04/Presenting Menus Page 3

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Beverage Service

SOP/05/Beverage Service Page 1

Steps Standard Example
Page 2
The pace of our service flow will  Correct drinks order served within
greatly impact the guest’s experience. 5 minutes of order
Our colleague’s ability to predict
Mineral water must be suggested
service times and anticipate moments  with the meal.
of potential service breakdowns will
Pour and serve beverages in front
lead to creating extraordinary of the guests in the case of
canned, bottled or mixed drinks.
moments for our guest.  This is not applicable to cocktails.

 All beverages are served from the  Service will always be attentive.
right side of the guest, and all Water glasses should be
removal of glassware is done from replenished as required, No water
the right. glass is to be empty, unless guest
refuses a refill and/or bottle is
 Beverages (and any special finished in which case the glass
requests) must be announced can be removed from the table.
upon serving.
For safety reasons, we do not pick-
 If a large bottle (water) is poured up the guest’s glass and hold it in
for many guests at the table, but is the air to refill, regardless if it is
not emptied, place the remaining  bottled or regular water.
water on the table on an under
liner or put in an ice bucket near
the table.

 If the bottle (water) can be emptied  If the guest’s pre-set glass cannot
completely, without making it
be reached, pick it up and move it
difficult for the guest to drink from a to a closer position and place it
too-full glass, do so, and remove
back on the table for filing. The
the empty bottle from the table.
glass remains on the table near the

server as the glass is filled. Then

the glass may be gently pushed

SOP/05/Beverage Service

Steps Standard Example

towards the guest.

 Additional bottle of water to be

offered after completion of the first.

 All drinks will be served and

Procedure for mixed drinks: cleared using a tray.

 The drink is partially prepared by  Beverage refills to be offered within
the bartender at the bar and is 2 minutes of guests finishing first
completed by the server at the beverage
table.

 Using a tray, pick up the glass with  Where snacks are served, ensure
the pre-poured alcohol and ice (if
they are fresh and of good quality
ordered), 2 coasters, a stirrer and
and that they are topped up as and
mixer from the bar. Mixer will be
when required.
poured at the table.

 The glass/bottle is placed over the
pre-set coaster and the server will
offer to pour the mixer into the
glass. The server should not
proceed to pour mixer in the glass
unless consent from the guest is
given.

 Drink orders will be served within 5
minutes of guest order.

SOP/05/Beverage Service Page 3

Standard Operating Procedures Manual
Department: Food & Beverage

Task: Bread Service/Mark an Extra Place Setting

SOP/06/ Bread Service, Mark an Extra Place Setting Page 1

Steps Standard Example

This procedure will explain how to
present and serve bread to guests:

 As soon as the guests are seated,  Bread/rolls and butter should

bread should be processed either automatically be served

through micros

 Guest’s should never need to

 Make sure to arrange an request the refreshment of bread

accessible place for bread and and butter.

accompaniments before serving

them on the table.  Bread should be served warm and

fresh at all times.

 Amount of bread served has to be

in accordance to the number of  Butter to be fresh, of premium
guests on the table. quality and well presented. Portion

served is to be readily spreadable.

 Server will announce and explain

the bread and its accompaniments  Make sure butter dish/dip dish is

without pointing their finger or clean and free of stains.

hands.

 Amount of butter/dips to be served

 If the server notices that the plate on the table has to be in

is nearly or completely empty, accordance to the number of

remove the empty basket/board. guests served.

 Offer guest’s a second helping.

SOP/06/ Bread Service, Mark an Extra Place Setting Page 2

Steps Standard Example

 At end of main course and prior to “Is someone joining you?"
dessert service, bread and Page 3
accompaniments should be
cleared from the table.

This procedure will show how to clear
any extra place setting with
little/minimum disruption to the guests.

 Marking the table is the way for the
host to inform the server of the
number of people planning to sit at
the table, regardless if all guests
are seated at the same time.

 By moving the cutlery on top of the
napkin, the server has been
informed that this place setting can
be removed, as no one will be
sitting in this chair or joining the
party later.

 If this mark is visible, server must
refrain from asking the guest. The
mark clearly tells server to clear
this extra place setting.

 If the host leaves the setting as it
is, this means that a person will be
joining the party at some point.

SOP/06/ Bread Service, Mark an Extra Place Setting

Steps Standard Example
“Enjoy your dinner, Mr. XXX.”
 If there are no more than two place
settings to remove and if time
permits, the host should
immediately remove extra settings.

 After marking the table the host will
leave with an appropriate comment
using the guest name:

 Guests that arrive late for the party
will be escorted to the table, and
not pointed the way to the table.

 The host then flips up the Guest
Information Slip (GIS) and hand it
over to the server.

SOP/06/ Bread Service, Mark an Extra Place Setting Page 4

Standard Operating Procedures Manual
Department: Food & Beverage

Task: Approaching the Table and Introducing the Menu

SOP/07/Approaching the Table and Introducing the Menu Page 1

Steps Standard Example
Page 2
This procedure will outline the proper
way to approach the table and
introduce the menus.

 Before approaching the table,  The server will actively greet
ensure to check the details from guests, smile, make eye contact
the guest Information slip (handed and speak clearly in a friendly
by the host). manner.

 The approach should be done  Server will always appear well

within one minute of the guest groomed.

seating.

 Server will convey a sense of

 As soon as the guests are seated, genuine enthusiasm; listen
the server in charge will bring the carefully to guest’s needs and

restaurant menus. respond in a warm, thoughtful and

sincere manner.

 Position of the body should be to

the right side of the guest, so that

the guest can easily see. If there is

more than one guest at the table,

try to position yourself in a way that

will require limited movement

around the table when taking the

order.

 Begin with a lady and continue in a
clockwise movement, ending with
the host of the party, when
possible.

SOP/07/Approaching the Table and Introducing the Menu

Steps Standard Example

 If guests are all men or all women,
start with the person on the left of
the host, proceeding clockwise.

 Use the guest’s name.

 An appropriate greeting for the “Good evening, Mr. and Mrs.
time of day must be used: XXX welcome to Ting”

 To create a bond, server may “My name is XXX and I will be taking
introduce him/herself to the guest: care of you this evening.”

 Everyone has his/her own
personality. Make it your way and
represent the service style that is
alive and warm.

 No More than two (2) specials are  Specials of the day to be explained
to be verbally described, avoiding (where applicable)
lengthy detailed descriptions.

 Verbal specials must be offered  Any items unavailable need to be
when presenting the menu. advised

 Servers are to briefly describe the  Ensure alternative menu options
vegetarian dishes, and/or home- are verbally communicated to the
style cooking items to guests as guest or clearly stated on the menu

well as the codes for Pork, Alcohol

and Vegetarian.

SOP/07/Approaching the Table and Introducing the Menu Page 3

Steps Standard Example

 If guest asks for recommendation
or reference, servers should
recommend the signature dishes of
the restaurant.

 Servers are to briefly describe the
signature dishes, but avoid
lengthy, detailed verbal
descriptions.

SOP/07/Approaching the Table and Introducing the Menu Page 4

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Beverage Orders

SOP/08/Beverage Orders Page 1

Steps Standard Example

The procedure will outline the steps in
taking a beverage order.

 The server will verbally offer a  Pre-meal beverages will be offered “Would you like to have a glass of

selection of specialty cocktails, to the guests within 2 minutes of Champagne Veuve Clicquot or

mocktails, wines, mineral waters or seating. perhaps our fabulous Yuzu Martini
beers that are available, as well as cocktail this evening to start with?”

any specialty selections offered  Bottled water is offered at the time

that day. the server ascertains a pre-meal Or

beverage. “What drink would you like to begin

 Wait for a response. Continue to  Guests are charged accordingly for with before your lunch?” We have a
sell bottled water to the entire
table. bottled water. wonderful selection of cocktails, wine
by glass, or ice cold beer?”

 When a guest requests water, “Would you prefer still or sparkling
make sure you ask them if they water? We have Evian and Badoit.”
would prefer still or sparkling.

The bottled water should be
mentioned by brand name as per
your outlets brands.

 Take the beverage order on a
captains order pad, following same
guidelines as with food orders.

 Begin taking the order with a lady,
continuing around the table in a
clockwise movement, leaving the
host till last.

SOP/08/Beverage Orders Page 2

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Food Order

SOP/09/Food Order Page 1

Steps Standard Example

This procedure outlines how a food
order should be taken to ensure the
guest receives complete orders
accurately.

 Server to approach the table and  Food and beverage order to be

take the order within 10 minutes of taking with 10 minutes of the guest

the guest being seated. being seated.

 Position of the body should be to  Starters and side dishes are to be

the right side of the guest, so that offered.

the guest can easily see. If there is

more than one guest at the table,  Server will be knowledgeable in all

try to position yourself in a way aspects of the menu; both food

that will require limited movement and beverage and is confident to

around the table when taking the answer any questions the guests

order. may have relating to the menu. “Have you made a selection at this

 At this time the server will  The server taking the order must time?”

anticipate the guest needs by have thorough knowledge of the

asking if they have made a preparation of all menu items for

selection. explanation to guests.

 Recommendations must be  The server is to remain advised of “May I answer questions about the
positive. Descriptions should not items that might run out. This is to menu?” or “May I make a few
be excessively lengthy. avoid running back and forth recommendations for you?”

 Anticipate the guests’ needs and reporting that items ordered have
refer to their preferences:
been sold out, which only annoys

the guest.

SOP/09/Food Order Page 2

Steps Standard Example

 The server will suggest /  For guests in a hurry, know what “The guests that have ordered
recommend appetizers and side can be served without delay. the Halibut really seemed to
dishes if only main course is enjoy them. It is our most popular
ordered.  Ensure full & complete order’s are dish.”

taken (i.e. cooking temperature,

 When preparing to take a food side orders etc.).
order, have a captain’s order pad

and Shangri-La pen ready. All  Off menu requests should be

orders are to be written down accommodated if & when possible.

regardless of how simple they may

appear.  Server will convey a sense of

 Do not try to memorize the order; genuine enthusiasm; listen
carefully to guest’s needs and

always write it down. respond in a warm, thoughtful and

sincere manner.

 Begin with a lady when possible. Please follow the floor plan specific to

 All chairs around a table have a your outlet when taking food orders.

number (study your outlets floor

plan). The number should increase

progressively in a clockwise order.

Your posted floor plan should

clearly demonstrate this.

 As each guest’s order was noted,
put the chair position number down
next to the item. Use as many
approved abbreviations as
possible. This will speed up the
ordering process. This system
eliminates confusion making it
unnecessary for the server to ask

SOP/09/Food Order Page 3

Steps Standard Example
who gets what. The system also Page 4
makes it possible for other staff
members to proceed with service
while the front server is engaged
with another table.

 When taking an order the server
will take both the first and second
course selections from the guest at
the same time, before starting to
take an order from the next guest.
This complete order taking makes
the horizontal line on the order
pad, separating the courses, very
important.

 Suggestive selling is especially
important when guests order one
course only. At this point you
should attempt to entice the guest
with some recommendations. For
undecided guests, always be
ready with at least two suggestions
from the daily offering. Be
reminded that overselling is more
harmful than underselling.
Therefore, do not oversell or push
sales.

SOP/09/Food Order

Steps Standard Example

 Write all orders as they are given.
Repeat each order to the guest
after writing it down.

 Collect and remove the menu from
the guest after taking their order.

SOP/09/Food Order Page 5

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Food Delivery

SOP/10/Food Delivery Page 1

Steps Standard Example
Page 2
The procedure will outline how to pick  Dishes to be served with as little

up food from the kitchen pass and disruption to the guest’s as

deliver it to the table efficiently. possible.

 Server in charge must ‘FIRE’ each  Service will always be attentive,

course once the guest is almost including; condiments preset or

finished with their previous dish. provided at time of food service;

appropriate silverware always

 Only when all the food for the placed before each course; table

course of a table is ready, the pick- kept neat and tidy.

up procedure can begin.

 No partial order. The kitchen will  Starter must be served within 15
have a procedure in place to minutes of order or previous
designate when all items have course (e.g. amuse bouche) and
been prepared. main course must be served within
20 minutes of starter or previous

course being removed or within 30

 The pass master should make minutes if no starter was ordered,

certain that all dishes are complete unless guest was informed of an

with garnish prior to removing expected delay.

them from the pick-up line.

 Server must verbally ‘present’

 When picking up food in the dishes to ensure

kitchen, cold items must be picked completeness/initial guest

up before hot items. satisfaction.

 All plates are to be handled at the  Server/ food runner must always
edges, being careful not to touch know (accurately) each guest’s
the rim with thumbs or fingers.
dish before approaching the table;
food must never be ‘auctioned’ for
example ‘who’s having the steak’.

SOP/10/Food Delivery

Steps Standard Example
Page 3
 If assistance is required (large  We are not to seek compliments or

table), find a server beforehand to place guest in a position of an

assist. Communicate to the person uncomfortable response in front of

assisting, which plates to pick up, their guests. Server should
what positions and what table is anticipate the guests’ needs by

being served. observing the table.

 For small side plates and  Dining table maintained and

condiments a clean lined tray may ‘serviced’ discreetly throughout the

be used to serve. meal experience.

 Guest orders will be served exactly

as requested, and with no  No interruptions during guest

confusion about which items were conversation; no leaning across

ordered. guests.

The same procedure applies for every  Servers are responsible for making
course. sure their guests are satisfied. Be
there after the food is served and
 Never ask a guest, "Who gets establish a personal connection
what?" This is why chair numbers with the guest
are used. The server in charge of
the table must be the one who will
serve the plates from the tray
(carried by the food runner).

 Serve from the right and serve
ladies first, continuing in a
clockwise movement around the
table.

SOP/10/Food Delivery

Steps Standard Example

 Condiments and side dishes “Is there anything else I may assist
should be served on the left side of you with?"
the guests.

 Do not cross the guest mid-line to
place an item on the left, in this
case serve on the left side.

 When serving, announce the dish
with a brief description: “Halibut
Veronique”.

 All dishes are placed directly in
front of the guest.

 Condiments are to be offered
(Fresh black pepper, mustards etc).

 When presenting main course,
server will inquire as to further
needs before leaving the table.

SOP/10/Food Delivery Page 4

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Crumbing

SOP/11/Crumbing Page 1

Steps Standard Example
This procedure will show how to Page 2
maintain cleanliness at the table and
discard debris, spills and stains.

 Items needed for crumbing:  Crumbing is required after main
 B&B Plate. course or whenever needed
 Folded Napkin. between courses.

 Above items must always be
available in each side stations.

 Guest’s tables must always be kept
clean and tidy at all times.

 Always bring a clean B&B plate and
napkin when crumbing a table.

 Stand on the right side of the guest
holding the napkin on the right hand
and B&B plate on the left hand
(place at the edge of the table).

 Crumb any food debris on the table

by the napkin to the B&B plate.  Server should remove side plate,

 No crossing the guest’s middle side knife, butter & cruets and then
line. If the server is standing crumb down the table on
between guests, he/she needs to completion of main course.

crumb both sides (up to teach

guest’s middle line).

SOP/11/Crumbing

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Dessert Service

SOP/12/Dessert Service Page 1

Steps Standard Example
Page 2
The procedure will outline the pickup
and delivery process for serving
desserts.

 Dessert menus must be presented  Desserts to be offered after main

to the guest after completion of course clearance

crumbing. A server will not verbally

offer this course.  Dessert order to be taken within 10

minutes of main course clearance.

 Servers need to actively promote,

explain and recommend dessert

selection.

 Positive and knowledgeable
descriptions are necessary when
answering questions about the
various selections.

 Follow the same procedure in
taking the order as described
before.

 All orders for desserts must be
recorded in Micros with seat
number.

 No verbal ordering process without
documentation is allowed.

SOP/12/Dessert Service

Steps Standard Example
Page 3
Prepare Table:

 After the order is taken and posted,
the table needs to be prepared for
the items ordered.

 Silverware will be pre-set
according to what was ordered;
 Dessert fork & spoon for
dessert.

 Dessert fork & knife for cheese.

 Preparing the table for the food to
be brought to the guest must be
completed before the food is
brought from the kitchen.

 When clearing or adding
equipment, it is important that a set
plate or lined beverage tray be
utilized.

 Silverware should never be carried
in your hands.

SOP/12/Dessert Service

Steps Standard Example

Serve Dessert:

 Only when all the food for the
course of a table is ready, the pick-
up procedure can begin.

 No partial orders. The kitchen will
have a procedure in place to
designate when all items have
been prepared.

 The runner must make sure that all
dishes are complete with garnish
prior to removing them from the
line.

 The food runner must check the  Dessert is to be served within 10
pick-up against the Micros ticket, minutes of order.
check off items.
 If there is to be a delay then the
 Dessert must be served 10 guest needs to be informed.
minutes after being ordered
(unless you have informed the
guest of an unexpected delay).

SOP/12/Dessert Service Page 4

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Tea/Coffee Service

SOP/13/Tea/Coffee Service Page 1

Steps Standard Example

The procedure will explain the process
of coffee/tea service.

 Once the guests orders their  Tea/Coffee to be offered along with “May I offer you some tea/coffee”

dessert, servers must offer hot dessert order

beverages (coffee or tea):

 Espresso based coffee must be  Ensure a selection of speciality

teas/coffees are available and that

promoted (espresso, the coffee/tea is hot and freshly

cappuccino and lattes). brewed.

 Tea selection must be offered  Clarify the guest’s preference.
(Black, green and herbal).

 Ask the guests if they would like
their coffee/teas to be served at
the same time as their desserts.

 All orders for coffee and tea must
be recorded in Micros with seat
number.

 No verbal ordering process without
documentation is allowed.

 Follow procedure as described in
Micros Handling SOP.

SOP/13/Tea/Coffee Service Page 2

Steps Standard Example

 If hot beverages have been

ordered milk/cream and a full

selection of sugar (i.e. white, brown

and sweetener) will be offered to

the guest.

 Milk/cream & full selection of sugar

 Tea/coffee orders should be (i.e. white, brown and sweetener)

served within 5 minutes of to be offered with tea/coffee

ordering. orders.

 Offer guests refill of hot beverages  Tea/coffee to be served within 5

once the first beverage is finished. minutes of order

 Check guests preference when
they would like their tea/coffee to
be served.

 Tea/coffee refills to be offered
within 2 minutes of guests finishing
first beverage.

 Offer a clean cup when a fresh pot
of coffee/tea is offered.

SOP/13/Tea/Coffee Service Page 3

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Resetting Tables

SOP/14/Resetting Tables Page 1

Steps Standard Example
Page 2
This procedure will outline how to re-
set tables after guest departure.

 Minimize your trips to the table to  All tables will be consistently laid up
re-set.

 Check with hostess for upcoming  All table cloths/place mats/napkins
reservation for the table and will be clean, pressed and free of
determine number of covers to be any stain/tears (paper not
set. acceptable).

 Ensure to clear all remaining  Correct cutlery, crockery and
glassware, napkins etc from the glassware will be laid on the table,
previous seating and wipe down clean, in good repair and matching
the table. in pattern.

 Ensure that the table sits firmly on  Salt & pepper mills to be clean and

the floor. If not, adjust the screws full.

on the base or with a piece of cork.

Do not use matches, forks, spoons,  Fresh floral arrangement will be

etc. to balance the table. present in the restaurant.

 Re-set the table as per your outlets  No debris, crumbs or spills to be on

standard set-up and to the same the floor or chairs.

completeness each time.

 Tables will be reset within 10
minutes of a guest’s departure or

at the end of meal period,

whichever is applicable to the

outlet.

SOP/14/Resetting Tables

Steps Standard Example
Page 3
 Handle glasses by the stem/base
and with extreme care. Use a tray
to carry glasses.

 Chairs are then set squarely in  Chairs and tables will be well
front of each place setting after maintained and fabric in good
they have been dusted to make repair
sure that they are free from bread

crumbs and other food particles.

Check the cushion and replace the

stained cushion with clean ones if

any.

 Ensure salt & pepper cruets are
placed back on the table and they
are clean and full and centrally
positioned on the table

 Ensure all crockery, glassware &
cutlery provided is clean, in good
repair and matching and placed on
the table in a symmetric manner,
Glasses on the right hand side for
example. Water goblet to be
placed on top of the dinner knife
with 1 cm distance between them.

 All napkins should be clean,
pressed and without stains/tears.
Place them on the table in a
symmetric manner.

SOP/14/Resetting Tables

Standard Operating Procedures Manual
Department: Food & Beverage

Task: Carrying a Tray of Beverages

SOP/15/Carrying a Tray of Beverages Page 1

Steps Standard Example
Page 2
This procedure will explain to  Drinks must be properly placed on

employees the proper and safe way of the tray (i.e. tall drinks towards the

carrying a tray of beverages body). The number of drinks on the

tray and the napkins/coasters must

Collecting the tray: be compatible with the number of

guests.

 Pick up the tray from the service

bar/bar  For large drinks order, support

must be given to the employee so

 Make sure tray is clean and that trays are not over crowded

spotless preventing high risks of breakages

or hazard to employees.

 Make sure tray the liner is clean

and crisp.  The manager and his supervisory

team must be ready to offer

guidance and assistance at all

Placing drinks on a tray: times.

 Collect the drinks from the bar

 Place the drinks in a way that
ladies drinks are easily accessible
as they have to be served first

 Tall glasses should be placed on
the tray as close to the body as
possible to avoid any slips or spills.

SOP/15/Carrying a Tray of Beverages

Steps Standard Example

 When using cocktails
napkins/coasters place them on
the right hand side of the tray in a
neat manner for ease of
accessibility

Walking with a tray of drinks:

 Walk carefully, without rushing,
zigzagging or making sudden
changes of direction.

 The tray must be carried with the
left hand, the palm placed in the
center under the tray. It must be
carried at the level of the server’s
chest.

SOP/15/Carrying a Tray of Beverages Page 3

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Table Detail & Clearance

SOP/16/Table Detail & Clearance Page 1

Steps Standard Example
Page 2
This procedure will outline how to be  Guests should be able to easily get
attentive at all times to your tables. staff attention within 15 seconds.

Table Clearance:  Dishes to be cleared within 3

 Server needs to wait until all minutes of all guests finishing their
guests have completed their meal meals.

before clearance. Soiled plates are

cleared within three minutes of all
guest’s finishing and at the same

time.

 When clearing the main course,
first remove the course plates and
used silverware left on the plate.

 Always work clockwise, from the
right side of the guest, working with
the right hand for removal. The
plates are then carried in the left
hand.

 Clearing plates and cutlery:

 Make a 45 degree angle turn
away from the guest in order to
avoid food spills.

 Clear the contents into the first
plate.

SOP/16/Table Detail & Clearance