Standard Operating Procedures Food & Beverage - Bar. 1. Service Experience. 2. Beverage Basics

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1 1. Service Experience Standard Operating Procedures Food & Beverage - Bar Company Introduction & Mission Statement Benefits Of Training Objectives Of Standards F&B Ethics Achievement Reviews Personal Hygiene Grooming Prevention Of Accidents First Aid Germs In The Bar Restaurant Do s & Don ts Scheduling Staff Safety Regulations Equipment Hygiene Staff Behaviour Staff Responsibilities Teamwork 2. Beverage Basics Coffee Coffee Basics Tea Fruit & Juice Cider Introduction Alcohol Wine Making Wine & The Red Grapes Wine & The White Grapes Wine & The Ten Basic Wine Styles White Wine & The Ten Basic Wine Styles Red Wine Glossary Wine Tasting Wine & Temperature For Serving Wine & Alcohol Content Wine & Decanting Wine & Health Method Champenoise Champagne By The Bottle Fortified Wine

2 2. 21 Liqueur Glossary Vermouth Rum Gin Tequila Port Vodka Beer Glossary General Bar Terms Brandy Cognac Whiskey Bar Drink List Structure Daily Bar Stock Liqueur Gravity Chart 3. Food Knowledge Dairy Products Cocoa - Chocolate Food & Alcoholic Beverage Food & Non Alcohol Beverage Fruit Ice Cream Spices Herbs 4. Beverage Service Restaurant Bar Kinds Of Beverage Service Alcoholic Beverage Service Aperitifs Beer Cocktails Liqueurs Port & Sherry White-Rose Wine Red Wine Champagne Spirits Soft Drinks Serving Fresh Canned Juice Iced Tea, Iced Coffee Flambe Coffee

3 4. 18 Coffee Tea 4.20 Cold & Hot Drinks 5. Guest Experience First Impression Greeting, Welcome & Seating Greeting and Seating General Service Rules Service Sequence At The Bar Bar Duties Taking Bar Reservation The 6 Principles Of Guest Service Taking The Order Room Service Taking Down The Order Menu Presentation Service Of Food Adjusting Covers Follow Up Complaint Handling Billing & Payment Check Sequence Clearing Table & Cheque Placing Of Tooth Picks Cigar Service Cigar Knowledge For Guest & Staff Cigarette Service Breakfast Service Farewell And Departure Restaurant Clearing Bar Clearing Setting Up Bar Tables Guest Focus Pool Service Toasts Around The World

4 6. Bar Operation Research Market Trends Accessibility & Location Opening Procedures Cocktail Recipes Template Beverage Production List Glasses Outlet Set Up 6, 08 Bartending Utensils Professional Technical Terms Mice En Place International Pouring Units Back Area Duties Duties Of Pool Boy Types Of Service Bars Guest History Cardex Guest Supply Linen Replenish Linen Handle Routine Cleaning Tasks Handle Store Requisitions Inventory Control Repair Order Trolley And Tray Collection Log Book K.O.T. Captain s Order A la Carte & Room Service Buffets, Promotions Banquet & Catering Buffet Service Banquet Cocktails Menus Budget, Forecast Daily Outlet Briefing F&B Meeting Closing Procedures Distribute Incentives Tips Menu Planning & Types First Aid Box Preparing Fruit Garnish Replenish Stock How To Dispense Beverage Via Micro How To Handle Draft Machine How To Handle Stocks History Of The Cocktail Shaker Standard bar Measurements

5 STANDARD OPERATING PROCEDURE Page 1 of 1 FOOD & BEVERAGE TASK #: 1.03 DEPARTMENT : Beverage TASK: Objectives of standards JOB TITLE: All Beverage Staff EQUIPMENT NEEDED: WHAT TO DO HOW TO DO IT WHY To understand and learn the Basics of rules and hotel Business standards. To clarify standards in the Everyday operation. To understand action plans. To establish consistently The best service possible. To control and manage our Capital and human resources. Definition: Standards Something set up and established as a rule or Model for the measure of quality or value. The guest comes first Consider guest expectations. Do things right the first time!!!! Recognize the needs of the guest. Communicate our vision. Keep up communication between your Supervisor and subordinates. Follow rules and regulations of HI at all times. Remember to be the best and not part of the rest! Train and exercise your tasks and ask for Help if necessary to improve at all times. To ensure: Consistency Quality control Management tool Training tool For every 100 guest who complain, 26 others are silent. We hear only from 1 out of 27. Those who complain, 91% will Never return if nothing is done. Every customer who has a Complaint will tell 8-16 others. 82% 95% of complaining customers will return, if something is done to resolve it. It costs 5 times more to attract A new customer than to keep An existing one. PREPARED BY: APPROVED BY: Position Signature: Date: Position: Director of Food & Beverage Signature: Date:

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