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1、FOOD & BEVERAGE: SERVICEPolicies and Standard Operating ProceduresLA CIGALE HOTELFOOD & BEVERAGE: RESTAURANT SERVICE POLICIES AND STANDARD OPERATING PROCEDURESCONTENTSIntroduction tourism and youHotel OverviewDepartmental Overview and ContributionDepartmental Reporting StructureStaff AttitudeHours o
2、f WorkStandard Operating ProceduresFOOD & BEVERAGE: SERVICEF&BS 001BAR OPENING DUTIESF&BS 002BEVERAGE SERVICE OROCEDURESF&BS 003BEVERAGE SERVING STANDSF&BS 004BAR CLEANLINESSF&BS 005THE BASIC BAR LAYOUTF&BS 006COCKTAIL MAKINGF&BS 007BAR CLOSING DUTIESF&BS 008SEQUENCE OF SERVICEF&BS 009GREETING AND S
3、ETINGF&BS 010MENU PRESENTATIONF&BS 011TAKING FOOD & BEVERAGE ORDERF&BS 012SERVICE OF BEVERAGEF&BS 013SERVICE OF WINEF&BS 014SERVICE OF CHAMPAGNEF&BS 015TEA / COFFEE SERVICEF&BS 016CIGAR OFFERINGF&BS 017CLEARANCE METHODSF&BS 018CLEARANCE OF ASHTRAYSF&BS 019GLASSWARE POLISHINGF&BS 020PLACING AND CONDU
4、CTING REQUISITIONF&BS 021PRODUCT EXPIRY DATESF&BS 022PERSONAL HYGIENE AND UNIFORMF&BS 023MONTHLY TRAININGF&BS 024HANDLING GUEST CHECKSF&BS 025HANDLING COMPLAINTSF&BS 026SPILLAGESF&BS 027LOST PROPERTYF&BS 028ILLNESSF&BS 029ALCOHOL OVER CONSUMPTIONF&BS 030RECORDSF&BS 031LOST CHILDRENF&BS 032CUSTOMERS
5、WITH COMMUICCATION DIFFICULTIESF&BS 033SPECIAL NEEDSF&BS 034TROLLEYSF&BS 035BILLF&BS 036AFTER WORKEF&BS 037PREVENTING FIRESF&BS 038SAFE CHEMICAL HANDLINGF&BS 039READING THE MSDSF&BS 040SANITATIONF&BS 041PREVENTING FALLSF&BS 042PREVENTING BURNSF&BS 043LIFT AND MOVING CART PROPERLYF&BS 044PREVENTINGCU
6、TSF&BS 045PREVENTING ELECTRIC SHOCKF&BS 046THE GUESTF&BS 047PERSONAL APPEARANCEF&BS 048UNIFORMF&BS 049SUGGESTIVE SELLINGF&BS 050THE GREETINGF&BS 051TAKING THE ORDER IN BARF&BS 052REGISTER OPERATIONSF&BS 053BAR STATION SETUPF&BS 054BACK STATION SETUPF&BS 055ORDERING PROCEDURESF&BS 056SERVING ORDERF&B
7、S 057BASICK FIRST AID EMERGENCISF&BS 058PRINCIPLE OF CLEANINGF&BS 059PEST CONTROLF&BS 060MIS-IN-PLACEF&BS 061FEATURES OF A TRAYF&BS 062WINE DECANTINGF&BS 063BREAK TIMEF&BS 064OUTSIDE FOOD AND BEVERAGEF&BS 065CURRENCY POLICYF&BS 066 PET POLICY AND BABY SITTERF&BS 067MUSIC, LIGHT,CHANNELTOURISM AND YO
8、U (UNDERSTANDING THE INDUSTRY)WHAT IS TOURISM ABOUT?Tourism is about people who travel away from their familiar home environment. Often they travel on holiday; or they may be traveling on business trips; they may be traveling to visit friends and relatives; they may be going to pilgrimage; they may
9、be traveling to a conference or even a sporting like the World Cup Cricket series or the Olympic Games (either as spectators or participants). Sometimes they travel to another country, but not always.The key points here are: Tourism can travel for a lot of different reasons Tourists do not always co
10、me from another countryWhen travelers stay with in their own country they are called Domestic tourists, but when they travel to another country they are international tourists.International tourists arriving in another country are referred to as Inbound while departing national setting off for anoth
11、er country Outbound tourists.Tourists can be described by their reason for traveling. The term holidaymaker and business traveler are obvious, less obvious is the term VFR which means visiting friends and relatives. Least obvious is the term common interest. It is used to describe travelers who are
12、joined by other travelers who have come to share the same experiences when they reach their destination. Pilgrims, conference and convention delegates, people who travel to health spas and medical centers, participants and spectators at sporting events are all part of the common interest category.To
13、urism is about the industries that look after these travelers.The key points here are: They can travel for a lot of different reasons. They need people to look after them and to provide services like food and dink, somewhere to stay, transport to get about, help and information to get about, activit
14、ies and entertainment and transport to get them out and home again. Visitors from another country often need extra care because things like social customs, the language and currency may be strange to them. Accommodation and catering sector Transport sector Travel agencies Tour operators Entertainment and leisure providers Guides and information
