TING SOP's

Steps Standard Example

This procedure will outline how to
handle an elderly guest in your outlet.

Acknowledging elderly guests:

 Welcome the guest and make sure  Pre-assign suitable tables for the “Mr. XXX, welcome to Ting
you seat them in a convenient elderly guests with bookings. Restaurant. We have the perfect
location Attend to their special requests table set aside for you.”
with precision.

 Always offer chair assistance  Dietary and vegetarian menu to be

 Elderly guests generally do like available to recommend healthy
quiet spots, especially in busy and food.

loud restaurants.  Recommend healthy food, avoid

 In Buffet restaurants try to offer a fried, spicy foods, etc

table in close proximity of the  Anticipate service opportunities
buffet. when aware guests are celebrating

special occasions. i.e. Specialty

Comply with their special requests: dessert for birthdays or “Mr. XXX, we will be happy to
anniversaries
 Recommend light, soft and non- accommodate any special
spicy foods.  Provide guests with sense of requirements you may have.”
flexibility in knowing we will assist

 Have a vegetarian menu or dietary to accommodate special needs.

menu available.

 Have a selection of traditional and
herbal teas on offer.

SOP/32/Handling Elderly Guests Page 2

Steps Standard Example

 Attend to their special requests in
case they have allergies and
communicate accurately with the
chef.

Offer attention in a discreet manner:

 Ladies and elderly persons should
be served first out of courtesy.

 Do not use the words “elderly”,
“old”.

 Be patient and speak slowly,
project your voice and listen
carefully.

 Don’t talk down to and treat them
like children.

SOP/32/Handling Elderly Guests Page 3

Standard Operating Procedures Manual
Department: Food & Beverage

Task: Handling Intoxicated Guests

SOP/33/Handling Intoxicated Guests Page 1

Steps Standard Example
Page 2
This procedure will outline how to
handle a guest who is intoxicated or is
fighting.

Acknowledge a guest who is
intoxicated:

 Always monitor the amount of
drinks being served to the guest

 If the guest becomes intoxicated or
starts to become aggressive you
must stop serving any more
alcoholic beverages.

 Some guests might have already
been drinking somewhere else, if
you feel that they are intoxicated
avoid serving alcoholic beverages.

Calm the guest down:

 Calm the guest down and explain it
is for his/her benefit.

 Do not use the word “drunk”.

 Offer water/coffee/non alcoholic
drinks/food

SOP/33/Handling Intoxicated Guests

Steps Standard Example

 Inform your Supervisor
immediately.

Inform security:

 If the guest is uncontrollable,
inform the Security department
immediately.

 Be tactful and avoid creating
scenes. The guest must be
escorted in a respectful and
professional manner

 Record the incident.

 Monitor recurring incidents of
guests, and supply feedback to
your Manager for necessary action.

SOP/33/Handling Intoxicated Guests Page 3

Standard Operating Procedures Manual
Department: Food & Beverage

Task: Handling Handicapped Guests

SOP/34/Handling Handicapped Guests Page 1

Steps Standard Example
Page 2
This procedure will explain how to
deal with guests with special needs

Approaching the guest:

 Offer assistance in a humble polite
manner

 Be careful and gentle in your
approach

 Assure that there is no feeling of
pity portrayed for the guest. Always
portray a genuine feeling of care.

Escorting the guest:

 Move at a pace that the guest sets

 Whilst moving with the guest speak
clearly with a pace that is
convenient for them

 Be attentive, but not overbearing.
Remember that they may have
some special requests or
requirements that they ask of you.

 Anticipate their needs by predicting
any functional disabilities or
difficulties that the guest may have

SOP/34/Handling Handicapped Guests

Steps Standard Example

 Always choose the shortest way to
lead the guest to their table.

Seating the guest:

 Arrange enough space for them to
move in the area, e.g. if the guest
is in a wheelchair, make sure that
the table is easily assessable and
the area is functional and suited to
their individual needs

 Make sure that the location of the
table is close to the bathroom for
guest convenience

SOP/34/Handling Handicapped Guests Page 3

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

SOP/35/Last Order Policy Page 1

Steps Standard Example

This procedure will highlight the “Mr. XXX, I would like to inform you
process of last orders policy in F&B
outlets that our last order will be in half an
hour”.
Last orders timing:

 Each outlet should have a last
order timing per meal period (for a
la carte and buffet) clearly set and
communicated on the outlet
communication board.

 Timing should be agreed upon
between outlet culinary leadership
and service leadership.

 Last orders timings for weekend
and public holidays should be
extended from the normal
weekday timings.

 Half an hour prior to the last order
guests need to be informed and
orders taken accordingly.

SOP/35/Last Order Policy Page 2

Steps Standard Example
Page 3
Special Requests:

 If guest requires a certain
reservation that starts after agreed
timing, coordinate with chef on the
items requested, get back to the
guest and confirm request.

 Always have alternative options to
offer guests if last order timing is
passed.

 Before promising guests any
solutions, always liaise with chef
on what can be offered.

 Get back to the guest, and seek
their satisfaction to the suggested
items by the chef.

 Always offer same level of service
for guests ordering after agreed
timings or coming extremely late,
there expectations should always
be met (guest is paying for our
service)

SOP/35/Last Order Policy

Standard Operating Procedures Manual
Department: Food & Beverage

Task: Handling Celebrity/VIP Guests

SOP/38/Handling Celebrity/VIP Guests Page 1

Steps Standard Example
Page 2
This procedure will outline how to treat
a celebrity or VIP guest

Accurate information about the guest:

 Gather all the available information  Information about the guest must

about the guest for example: room be 100 % correct. All colleagues

number, number of guests, time of must be informed about the

arrival, etc. celebrity/VIP around and treat

him/her like any other normal

 Collect preferences about the guest.

guest if available.

 Assign a suitable table for the  Special request must be
guest if preference already acknowledged immediately and
mentioned on reservation provided, if not available
alternatives to be suggested.

Treating a VIP Guest:  Respect the guest’s privacy.

He/She came into your hotel to

 We treat our VIP guests as relax, not to have an extra working
“regular” guests, providing the day. Be aware of his/her special

same attitude and professionalism needs.

we would give to any other  Anticipate any service
“normal” guest.

 Greet them by name like any other opportunities and offer solution.

regular guest.

 Do not ask for autographs.

SOP/38/Handling Celebrity/VIP Guests

Steps Standard Example
Page 3
 Do not ask to take pictures with
them.

 Do not be overeager with them.

 Most of the celebrities/VIPs’ that
choose to stay with us are looking
for exclusive privacy: Provide it for
them.

 Be discreet if you would like to
make him/her feel special.

Attending to special requests:

 Make sure that special requests
are taken with precision

 Always offer alternatives that would
appeal to their taste

 Whilst delivering service. Assure
minimal interruptions.

 Be discreet in delivering the
service to VIP’s, other guests might
feel neglected or not being taken
care of.

SOP/38/Handling Celebrity/VIP Guests

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Taking a Reservation

SOP/39/Taking a Reservation Page 1

Steps Standard Example

This procedure will define step by step
how to take a reservation

 Telephones must be answered  Telephones will be answered
within 3 rings and before the 4th within 3 rings or 10 seconds

ring or within 10 seconds.  Use appropriate greeting and your

 Staff on the telephone will reflect a department identified

smile in her/his voice, sound calm
and organized, giving the guest an  Extend an apology if the call was
not answered within 3 rings or 10
unhurried impression.
seconds

 All front of the house and back of  Obtain guests name during
the house telephones will be conversation
answered using the standard

greeting  Use guest’s name at least once  "Good morning / afternoon /
evening,Shangri-La Hotel,Ting
 Read the guest name on the during conversation but no more Restaurant, Emrah speaking, how
phone display. Wait for the caller than three times may I assist you?”

to speak and then use the name  “May I please have your name?”

and title during the conversation at  All below information needs to be  “How may I address you?”

least once. retrieved;

 If the guest is not staying in house,  Number of people dining
ask for his/her name politely.  Dining time
 Telephone number or room
 It is everyone's responsibility to
answer a telephone. number

 Ask permission if you can put the Page 2
caller on hold and wait for a

SOP/39/Taking a Reservation

Steps Standard Example
response before doing so. Phone
cannot be placed on hold for Professional words must be spoken at
longer than 30 seconds. all times:

 If you are dealing with a guest SAY… INSTEAD OF …
face-to-face and the telephone
rings, excuse yourself, answer the Good morning Hi, hello
telephone, and ask the caller to (afternoon, evening)
hold until you have finished with Certainly, my OK, sure thing,  “May I please put you on hold?”
the guest. pleasure, I would be you bet
happy to
 Guests in person take precedent Certainly, I will I’ll take care of it
over telephone callers. When you personally see to it
return to the telephone callers, Excellent choice Good idea,
thank them for waiting. Good choice
Welcome Hi, hello
 Offer to callback telephone callers
if they have been on hold for more How may I assist Can I help you?
than 30 seconds, or if you you? What do you
anticipate a long hold time. Call want?
back must be done within 3 Have a pleasant day, Good-bye, bye-
minutes. Good day, bye
We look forward to
 Reservations will be recommended seeing you again Good night
for lunch and dinner. soon, Thank you for I’m sorry
choosing us
 Large parties can be Have a pleasant
accommodated. evening
Pardon me, forgive
 For parties larger than 10, me
Hostess/Manager must be able to
inform the guest about the seating

SOP/39/Taking a Reservation Page 3

Steps Standard Example
arrangement. Page 4
SAY… INSTEAD OF …
 The Hostess/Restaurant
Reservation should always confirm May I please put you Hold, wait, can
reservation over 10 people. For all on hold? you hold?
large parties the chef has to be I beg your pardon Excuse me?
informed about the status. Pardon me What did you
say? What?
 Take the following information from Great, Very good Huh? Say that
the guest, on the reservation sheet again? Come
and copy it in Guest information again?
slip. Guest information slip should OK
be handed over to respective
server with table number written on Please allow me I’ll do it, I’ll get
it and requests; right on it
Ladies and Folks
 Meal period, day and date, Gentlemen, Mr. and
time preferred, guest’s name, Mrs. Smith Thanks, Uh huh
number of people in the party, Thank you
telephone number, special
requests (wine, birthday, etc.),
and special requirements
(elder guest, baby chair,
physically challenged guest).

 Check the spelling of the name
if it is difficult to pronounce. If
there is a space on the
reservation sheet, write the
name phonetically.

 Remind the guest that if there

SOP/39/Taking a Reservation

Steps Standard Example
would be a change in his or her  "I would also like to inform you
plans or the number in the
party, a telephone call would be that we will hold your reservation
appreciated. for 30 minutes after the booking
time. Please kindly inform us in
 Inform the guests that their  Repeat & confirm all reservation advance if there is a change in
reservation will be held for 30 details your reservation time."
minutes from the appointed
time of the reservation. Later Page 5
than this their reservation
cannot be guaranteed.

 Repeat all the information back to
the guest to ensure for accuracy.

 Please ensure dress code of smart
casuals to be informed along with
smoking policy (if applicable).

 It is the Restaurant Manager’s
responsibility to inform all persons
taking reservations when to cut off
reservations.

 When a call needs to be
transferred, ensure that the correct
department is connected the first
time. If unsure of where to
transfer the caller, take the caller's
number and inform them that they
will be contacted as soon as
possible.

SOP/39/Taking a Reservation

Steps Standard Example

 Inform the receiving department “He/she has stepped away for a
about the name and details of the moment", or "He/she is unavailable".
guest before connecting the call to Do not say, "I do not know where
avoid having guests repeat he/she is", or "He/she is in a meeting"
themselves. Do not blindly transfer
a call, even when in a rush.  Offer a warm and sincere
closing at the end of the call.
 If the person being called is Let the caller end the call (hang
unavailable, inform the caller: up) first.

 Under no circumstances is a
telephone call to be screened by
asking: "Who's calling?"

 If there is a call for a guest while
they are in the restaurant, do not
assume that the guest wants to
take the call. Tell the caller you will
check to see if the guest is
available, and then give the guest
the option of taking or refusing the
call.

 If the call is for a staff member, the
options of a hand written message
must be offered.

 When the call is completed, thank
the caller and end the conversation
with a pleasant remark.

SOP/39/Taking a Reservation Page 6

Standard Operating Procedures Manual
Department: Food & Beverage

Task: Opening and Closing Duties

SOP/40/Opening and Closing Duties Page 1

Steps Standard Example
Page 2
This procedure will outline how you
should correctly complete all opening
duties of the outlet

Opening Duties;

 Ensure a sufficient supply of
your entire equipment and
guarantee their cleanliness.

 Ensure that the table sits
firmly on the floor. If not,
adjust the screws on the
base. Do not use matches,
forks, spoons etc. to balance
the table.

 You will have assigned duties
for setting up the room and
each step has to be done in
an efficient and fast way.

 When setting up a table, the
setup should have a 30 cm
width in between

 The entire setting should be
placed 2 cm from the edge of
the table.

SOP/40/Opening and Closing Duties

 During service, when Page 3
additional silverware may be
required, it is to be brought to
the table on a plate lined with
a napkin.

 Setting up glasses should be
done with a tray, and with
extreme care, touch the
glassware by the stem.

 Make sure all tables are
setup with the assigned
tabletop accessories, i.e. salt
and pepper shaker, candles

 Never bring silverware out by
hand.

 Assure the proper setting of
the chairs and sofas.

 Check that the reach in
refrigerator does not have any
spoiled food & beverage and
free of any spillage

 Ensure menus and covers are
clean and up to date.

 Obtain order pads and wine
list. Clean all check covers for

SOP/40/Opening and Closing Duties

your team. Page 4

 Light candle and votive in the
evening at 6.00 PM

 Prepare the condiments (i.e.
ketchup, mustard) in the
ramekins, place them in the
fridge located in the pantry,
and make sure they are clean
and presentable for the
service.

Closing Duties;

 Clear all candles holders and
place them in the back of the
outlet, if applicable.

 Clear all flowers and place on a
tray, and store in the refrigerator.

 Place ashtrays and matches on
all tables

 Fill in the linen requisition form
and bring soiled linen to laundry
department

 Align all chairs and tables
properly according to the floor
plan

SOP/40/Opening and Closing Duties

 All juice bottles should be Page 5
checked for freshness and empty
every two days or in the case of
juice, which have not expired,
place them in the refrigerator.

 All food must be covered and
placed in the refrigerator.

 All the following items should be
stocked, cleaned and ready for
the following day use:

 Sugar bowls

 Salt & Pepper shaker

 Pepper mill

 Switch off the specified lights and
set the music volume at the
appropriate level or switch off,
where applicable.

 Check the food & beverage par
stock

 Check that the par stock is
maintained for cutlery,

SOP/40/Opening and Closing Duties

chinaware, and glassware in Page 6
order that the following day may
have a smooth service. Please
refer to the par stock level.
 Fill in the F&B requisition for the
following day
 Record any special information in
the daily log sheet and sign
 Log out of Micros
 Check shift schedule for the
following day.

SOP/40/Opening and Closing Duties

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Wine by the Bottle

SOP/41/Wine by the Bottle Page 1

Steps Standard Example
Page 2
To present and serve still wine  Wine orders to be taken within 2
according to Shangri-La minutes following the food order
Standards

 The table will need the following for
bottle service:

Red Wines:
 Appropriate glasses.

 Decanter carafe (if needed).

 Service napkin.

 Wine under liner

White Wines and Sparkling Wines:
 Appropriate glasses.
 Wine bucket and wine stand.
 Service napkin.

 The glasses must be placed on the
table before the bottle is brought
over.

 Remove unused glasses; if glasses
needed are different than the ones
preset, remove them at the same
time.

SOP/41/Wine by the Bottle

Steps Standard Example
Page 3
 If at a table not every guest wants
wine, do not give them a wine glass

 The wine under liner (for red wine) or
the wine bucket (for white and
sparkling wines) can be brought with
the bottle of wine.

 Some white wines and sparkling
wines must be picked-up in the
bucket at the service bar.

 Do not forget to bring a service
napkin and a wine opener.

 Glasses are always carried on a
tray, never with hands.

 Bottles should be carried by hand or
in the wine bucket (for white and
sparkling wine).

 Wines must be picked-up and  Wine will be served at the
served at the right temperature: appropriate temperature;

 White wines are served cold: 8-  Red wine at room temperature
11º C or 45-50º F

 Sparkling wines are served  White/rose wine chilled
colder than white wines: 6-8º C -
40-45º F.

SOP/41/Wine by the Bottle

Steps Standard Example
Page 4
 Red wines are served at room
temperature: 13-16º C - 55-60º F.

 Serving any wine too cold will
suppress a lot of the flavor and
aroma; serving any wine too warm
and the wine's alcohol is
unpleasantly dominant.

 They are some exceptions, and
guests may request some older
white wines to be served slightly
warmer, and some light red wines to
be served colder; keeping a bottle
out will warm it up and placing it in
the fridge for 15 minutes will chill it.

 If wine not available or wrong
vintage or only one bottle left:

 Inform guest.

 If guest insists, proceed to the
main cellar to get the wine and
inform the guest about the delay.
If the guest accepts the delay,
proceed to Kitchen and ask Chef
to prepare a quick “amuse
bouche” to keep guest waiting.

 The bottle of wine must be

SOP/41/Wine by the Bottle

Steps Standard Example
presented to the person that ordered
it (host). “Mr. Smith, this is the bottle of Cote
Rotie from Jaboulet, 2001”
 Present the wine before opening it to
make sure this is what the guest
ordered: the correct wine, grower
(winemaker), vineyards and vintage
(year).

 Stand to the right side of the guest,
so that the guest can easily see the
bottle you are presenting.

 Present the bottle; hold it in the palm
of left hand, with the label facing up.
The right hand on the neck of the
bottle.

 The guest must be able to read the  Wine will be presented to the
label. Never wrap the bottle in a guest.
napkin.

 When presenting a bottle of white or
sparkling wine, make sure the bottle
does not drip on the guest; wipe the
condensation (water) on the bottle
before presenting it.

 Announce the wine by giving the
name of the wine, the name of the
winery or grower and the vintage.

SOP/41/Wine by the Bottle Page 5

Steps Standard Example
 Maintain eye contact with guest. Page 6

 Wait for the guest to confirm that this
is correct; usually guest will smile or
nod.

 If the guest approves of the wine,
ask the guest if you can open and
pour the wine.

 If white or sparkling wine: place
the bottle back in the wine
bucket.

 If red wine: place the bottle on
the coaster on the table or side
table.

Opening a bottle of red or white wine:

 The bottle must safely rest on the
table (red wine) or in the bucket
(white wine); never open a bottle in
the hands or in the air.

SOP/41/Wine by the Bottle

Steps Standard Example
Page 7
 There is a foil capsule enclosing the
top of the bottle.

 Pull out the corkscrew blade, cut the
capsule under the lip of the bottle
and remove the top of the foil. Rotate
the blade around the bottle.

 Place the cut foil capsule in your
pocket, never place on table or in
bucket.

 Firmly place the point of the
corkscrew in the center of the cork,
and twist the corkscrew into the cork
until it almost reaches the length of
the cork.

 Use one hand to hold the neck of the
bottle and the other to hold the
corkscrew.

 Put the lever down against the top of
the bottle. Pivot the cork pull so that
the forked indentation grips the edge
of the bottle's mouth and the pull's
handle pointed down.

 Grasp the handle firmly and pull
straight up until the cork is about

SOP/41/Wine by the Bottle

Steps Standard Example
two-thirds out of the bottle.

 While still holding the neck of the
bottle, use the other hand to slowly
twist out the cork.

 After removing the cork, touch the
end to make certain it is moist; do
not sniff the cork.

 Do not hand the cork to the guest
and do not ask the guest if the cork
is alright.Wipe the mouth of the
bottle to remove any residue.

 If the whole cork, or a part of it,
actually goes into the bottle of wine,
take the bottle back to Sommelier

SOP/41/Wine by the Bottle Page 8

Steps Standard Example
and get a replacement bottle. Begin Page 9
the opening process once again.

Opening a bottle of sparkling wine:

 The bottle must safely rest on the
table as it very difficult to open a
bottle of sparkling wine in a bucket.

 If it is not appropriate to rest the
bottle on the guest table, then use a
side station.

 Wine opener (corkscrew) is not
needed for opening sparkling wines.

 There is a foil capsule enclosing the
top of the bottle. Remove the foil
with hands, start at the base of the
wire cage.

 To avoid a “pop” sound or the wine
“foaming”, the bottle must be held at
a 45° angle.

 Lift the bottle and tilt it at a 45°
angle. Place the right hand over the
cork.

 Loosen but do not remove the wire
cage.

SOP/41/Wine by the Bottle

Steps Standard Example
Page 10
 Grasp the cork and the cage firmly
with the right hand, while holding the
neck of the bottle with your left hand

 Rotate the bottle (do not rotate the
cork). This should allow the cork to
come out on its own accord. Keep
the right hand firmly on the cork and
the cage to prevent the cork from
flying.

 The desired effect is to ease the cork
out with a satisfying pop rather than
to shoot the cork across the room or
produce a fountain of foamy wine.

 After removing the cork, touch the
end to make certain it is moist; do
not sniff the cork.

 Do not present the cork or leave it on
the table unless requested. For
sparkling wines, corks are not
presented.

 Place the cork and wire cage in your
pocket; do not leave them on the
table or in the bucket.

 Without asking, pour about 10ml of
wine for the host/hostess, for tasting

SOP/41/Wine by the Bottle

Steps Standard Example
and approval. Page 11

 Some guests will be very formal and
swirl the glass, hold it to the light,
take deep sniffs

 Be patient and allow them the time,
maintain eye contact with the guest.

 Other guests will simply tell you to
go ahead and pour.

 If the guest rejects the wine, get a  Tasting amount will be verbally
new bottle, place a new glass for offered for the guest to sample
tasting and allow him/her to approve
the second bottle; tell the manager
of the concern as soon as possible;
do not get into a discussion with the
guest over their choice or opinion of
the wine

 If the second bottle is also rejected,
immediately get the manager, who
will recommend an alternative
selection, and handle the situation.

 After the wine is approved, ask
permission to begin pouring. Some
guests prefer to wait.

 If guest is ready, begin with the
person to the left of the host/hostess

SOP/41/Wine by the Bottle

Steps Standard Example
(ladies first), and continue serving in Page 12
a clockwise movement around the
table.

 Regardless of the number of people
at the table:

 Pour wine evenly, so that every
person at the table gets an equal
portion.

 The bottle must last until the last
guest is served.

 Never run out of wine before the  Upon confirmation of approval fill
last guest is served.
the glass accordingly

 A proper amount of wine to serve
is 60-100 ml.

 When pouring is about to stop, give
the bottle a sharp little twist (only
about 20 degrees); immediately
return the bottle to a vertical position;
this helps you make a drip less pour.

 Pouring sparkling wine takes
practice:

 Pour slowly; try to stop at each
glass only once.

SOP/41/Wine by the Bottle

Steps Standard Example
 If wine is poured too quickly it will Page 13

bubble over the glass.

 If you are learning to pour
sparkling wine, it can be poured
twice for each guest: pour a small
amount in the glass, allow the
bubbles to dissipate and then
finish filling the glass.

 It is better to pour slowly than to
over pour.

 End the serving of the wine by
pouring for the host/hostess.

 Do not turn an empty wine bottle
upside down in the wine bucket.

 After serving the wine, hold the
bottle on the side for the guest.

 If red wine, bottle is kept on the table
on an under liner.

 If white or sparkling wine, bottle is
kept in the wine bucket.

 If bottle is empty, ask host or person
that ordered if they want anything
else.

SOP/41/Wine by the Bottle

Steps Standard Example

 If no more wine required, remove the
coaster (red wine) or the wine bucket
(white and sparkling).

 When glass is almost empty,
discreetly refill it.

 When refilling a glass, evaluate how  An additional bottle will be offered
many guests need wine and how within 2 minutes upon completion
much wine is left. Make sure you do of the first glass
not run out of wine before the last
guest is served.

 If the bottle is almost empty, do not  Glass to be topped up as
go back around the table pouring a required.
second time just to empty the bottle.

SOP/41/Wine by the Bottle Page 14

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Wine by the Glass

SOP/42/Wine by the Glass Page 1

Steps Standard Example
Page 2
To present and serve still wine

according to Shangri-La
Standard

Outlets:  Wine orders to be taking within 2
 The server needs to be minutes following the food order

knowledgeable of each wine by
glass and able to describe them.

 When a guest orders a still or
sparkling wine by the glass, the
bottle and empty glass will be carried
to the table on a tray, and poured at
the table by the server for the guest.

 Place the proper glassware on the  Wine will be presented to the
table to the right of the guest. At a guest.
comfortable distance for the guest,
present the bottle of wine the guest  Tasting amount will be verbally
has selected for approval. offered for the guest to sample

 Wine by the glass will be poured at  Upon confirmation of approval fill
the table after the label is displayed. the glass accordingly.

 If the guest is unfamiliar with the  Wine will be served at the
wine and sincerely would like to appropriate temperature;
taste, offer one verbally.

 If a guest orders a second glass of
the same wine, a new glass is not
needed for this wine. The second

SOP/42/Wine by the Glass

Steps Standard Example
portion is poured into the original  Red wine at room temperature
glass.

 If a new bottle is being opened for  White/rose wine chilled
the same wine, an offer for tasting is

a must. Therefore, a new glass will

be needed.  An additional glass will be offered

 If, however, the guest orders a within 2 minutes upon completion
different wine for their second of the first glass
selection, a new glass will be


needed for the service of this wine.

 Glass must be handled by the stem
only.

SOP/42/Wine by the Glass Page 3

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

SOP/43/Beer Service Page 1

Steps Standard Example
Drinks are served using quality,
precision, consistency and efficiency.  Correct drinks order served
within 5 minutes of order being
 The following items are required taken
to serve a beer:
 All drinks will be served and
 Beer glass cleared using a tray.
 Coaster and cocktail
 Glass must not chipped and
napkin (for bars) the beer must be placed on
 A tray. the table on an extra coaster.

 When serving bottled beer, the  Beverage refills to be offered
bottle is to be presented to the within 2 minutes of guests
table. finishing first beverage

 Fill the glass to the top and if “Enjoy your beer.”
there is any remaining beer in the
bottle place the bottle on the right
of the beer glass, with the label
facing the guest. If the glass is
large enough the full bottle can
be poured.

 Pour slowly, not too fast to avoid
too much froth.

 Empty beer bottles are always
removed from the table.

 Server will say:

SOP/43/Beer Service Page 2

Standard Operating Procedures Manual
Department: Beverage
Task: Soft Drink Service

SOP/44/Soft Drink Service Page 1

Steps Standard Example

Drinks are served using quality,
precision, consistency and efficiency.

 The following has to be  Correct drinks order served within “Mr. XXX would you prefer diet or
ascertained when taking soft drink 5 minutes of order being taken. regular?”
orders from the guest:
 All drinks will be served and “Would you like ice in your drink?”
 If the guest would like diet or cleared using a tray.
regular (if not mentioned when
ordering).

 If the guest would like ice or no
ice.

 The following items are required to
serve a soda:

 High ball glass, filled with the
ice cubes (if with ice).

 Lemon slices (half moon)
placed inside the glass.

 One coaster and cocktail
napkin (bars only).

 Straw.

 Tray.

 Server will carry a tray with the

SOP/44/Soft Drink Service Page 2

Steps Standard Example
above items.

 Make sure that the glass of soda is
poured into the glass free of spills.

 Pour the whole content into the
glass. Empty cans must be
removed immediately.

 Server announces the drink order  Soft drinks must be opened and
upon serving. poured in front of the guests with
the label facing the guest. Be extra
careful when opening the can.

 Beverage refills to be offered within
2 minutes of guests finishing first
beverage

SOP/44/Soft Drink Service Page 3

Standard Operating Procedures Manual
Department: Food & Beverage
Task: Buffet Orientation

SOP/45/Buffet Orientation Page 1

Steps Standard Example

This procedure will outline how to
escort and explain the buffet set-up

 When escorting guests to the  Hostess/Server will offer buffet

table, take the shortest route and orientation of the breakfast

walk at a speed that is comfortable procedure to the guest on their first

for the guest. visit.

 While escorting guest to the table,  “We have a great selection of
briefly explain the buffet set-up as
well as the concept of the buffet. pastries, fruit, cereal and juices. Hot
Show them around the buffet in the
buffet selection consists of Arabic,
Asian, and International offering.”

most efficient way. Special

features must be mentioned (egg

station, waffle, pancake station

and pork station).

 Inform guests of the pork station
for non-Muslim residents and
patrons (where applicable)

SOP/45/Buffet Orientation Page 2