The Bar SOP

Welcome to The Residence Mauritius!
The Residence Mauritius experience will begin for our guests the moment they pass
through our doors. It is therefore essential that all of us exemplify the standards of
excellence.
The procedures which follow will explain in detail the operational aspects of your jobs.
More importantly, however, will be the way you carry out these actions steps.
The manner in which you present yourself to our guests will do much to set the tone for
their stay.
A statement you will hear often during your career with The Residence Mauritius sums
up our approach very well Moments Enriched
You will always be friendly and helpful, but also professional.
Our unique approach to service will set the standard for the industry in Mauritius. Every
first class hotel on the island will be watching us to see how we do it at The Residence.
You have been selected from thousands of applicants because we feel that you have the
skills to meet this challenge.
Congratulations, good luck and welcome to the finest hotel in Mauritius.
Jean Francois Chong

General Manager
WELCOME TO THE BAR

Dear .
The Bar, welcome to:the leading outlet of the Food & Beverage department where our guests get the taste of
The Residence born cocktails and widest selection of liquors, laced rum, tasty appetizers
and beverages.
Service is our prime concern and we strive to give the best and professional service to
meet and exceed the implicit expectations of our guest.
Whatever you can do, dream or become
You can begin it here
All the best, smile you are on stage.
...................................................
Bar Manager
The Residence History
Owner of The Residence Mauritius, Bonvests Holdings Limited, s Singapore-based

publicly listed corporation since 1973, has interests in several major core activities:
property and hotel developments and investments and related management services,
waste management services, fast-food retailing and marketing of branded luxury
consumer goods.
The firms first foray into the hotel development sector was the construction of The
Residence Tunis, a 170 room business cum resort hotel opened in December 1996. To
further enhance this division, The Residence Mauritius was launched and construction
commenced in May 1995 and was completed in January 1998.
During these 32 months, talented people from various countries around the world were
involved in the creation of this exquisite property.
Two French architects recreated the style and ambiance of the Mauritian colonial house.
The efforts of the hotel industrys premier designer group, Hirsch & Bedner, were
enlisted to bring to life the refined yet subdued elegance of colonial Mauritius.
A construction crew of more than 500 labored day and night to complete the physical
structure.
It is now up to us to turn the vision they had to an outstanding resort.
Our Mission and our Role
The Residence, Mauritius Food & Beverage Division provides an unforgettable

experience by integrating the mystique, style and culture of Mauritius and its people into
a colonial, refined atmosphere reminiscent of the 1920s.
We will be recognized by our guests and competitors, as the finest organization in
Mauritius for our authentic innovative cuisine, attentive service and unique products and
environment.
Our guests expectations will always be exceeded due to our
accommodating, warm, caring and professional staff who will constantly provide
consistent and uncompromising products and services.
We commit ourselves to continuously develop our employees who will see our division
as a warm and positive work environment. We will always treat each other with genuine
care and respect each others opinions.
The Residence Mauritius

Mission Statement
The Residence Mauritius will be regarded as the quality and market leader of the
hotel industry in Mauritius.
We will always select employees who share our values. We will strive to meet
individual needs because our success depends on the satisfaction, effort and
commitment of each employee.
Our leaders will constantly support and motivate our employees to continuously
improve. This will be accomplished by creating an environment of genuine care,
trust, respect, fairness and teamwork through training, education, empowerment,
participation, recognition, rewards and career opportunities.
By consistently exceeding our customers expectations and personalizing every aspect

of their stay, we will create long lasting memories which will bring them back year
after year.
Continuous improvement and the efficient satisfaction of all our customers will
ensure exceptional and profitable results with the investments entrusted to us and a
flawless image of our owner group. Our owner will also benefit from accurate and
timely communication of financial results.
Our Motto
Moments Enriched
Push yourself to achieve more and challenge your limits.
Eliminate status quo.
Chapter One
Conduct and Appearance
CHAPTER NO 1.1
TASK:Conduct and Appearance

OUTLET: The Bar
OBJECTIVE:- Ensuring careful unostentatious dress
STANDARD AND PROCEDURE
STEPS
1. Ensuring careful
unostentatious dress
KEY POINTS
Uniforms provided by Maintenance of

the hotel should be worn
Standard
as they are meant that is
without any form of
decoration such as nonregulation belt, shoes,
etc
Ladies must make sure
that high heels are never
worn
Prepared By: Raj Sultoo

Bar Manager
REASONS
Maintenance of
Standard
Avoids
accident
personal injury
Approved By: Rajesh Kisto

F&B Manager
and
Date: Sep 2014
CHAPTER NO 1.2

OBJECTIVE:- Ensuring careful grooming
OUTLET: The Bar

STEPS
1. Ensuring careful
grooming
KEY POINTS
REASONS
Hair should be cleaned, In order to give a well

well combed and cut
groomed appearance.
short in case of men.
Furthermore, it should
be of natural colour.
Women with long hair For good presentation
should wear their hair
and hygiene.
tied back.
Men should be well Present good image.
shaved.
Ensure
shoes
are Avoid
giving
a
polished and cleaned.
neglected appearance.
Uniforms should be Hygiene
cleaned, neatly pressed,
Represents image of the
well fitted and in good
hotel.
condition

Bar Manager
Approved By:Rajesh Kisto

F&B Manager
Date: Sep 2014
CHAPTER NO 1.3

OUTLET: The Bar
OBJECTIVE:- Ensuring discreet make-up and personal ornaments
STEPS
1. Ensuring discreet makeup.
KEY POINTS
Make-up,
perfume, Heavy scents may be
after-shave
and
offensive to guests.
deodorant should be
used conservatively.
Ladies
should
wearing nail polish
2. Ensuring discreet
personal ornamentation

Bar Manager
REASONS
avoid Hygiene
Little jewellery should Professional

be worn whilst on duty.
appearance.
Business-like watch
Wedding Ring
Necklace and pendants
should be small and not
bulky
Stud or sleeper earring
for female only

F&B Manager
Date: Sep 2014
CHAPTER NO 1.4

OUTLET: The Bar
OBJECTIVE:- Ensuring impeccable personal hygiene at all times
STEPS
1. Ensuring impeccable
personal hygiene at all
times.

Bar Manager
KEY POINTS
The following rules

should be adhered to:
Take a bath regularly
Hair should be cleaned
and tidy at all times
Teeth should be brushed
twice a day (at least)
Deodorant should be
used
Wash hands thoroughly
after using bathroom
REASONS
Hygiene
Hygiene
Prevent bad breath
Prevent bad body odors
Hygiene

F&B Manager
Date: Sep 2014
Chapter Two
Cleaning of Bar Equipment

and
Furniture
CHAPTER NO 2.1
TASK:-Cleaning Bar equipments and furniture

OBJECTIVE:- Cleaning Ashtrays
OUTLET:The Bar

STEPS
Cleaning ashtrays
KEY POINTS
REASONS
Place dirty ashtray on a It is necessary to cover

tray and carry to the
the ashtray in order to
wash-up
covering
prevent
ash
from
ashtray with one hand.
blowing around
Empty ashtray into a To prevent fire
non-flammable
container, ensuring that
all cigarettes and cigars
are extinguished.
Wash ashtray under To remove all traces of
cold running water with
ash and nicotine
a cloth and detergent.
If ashtray is heavily Heavy nicotine stains
stained, wash as above
are removed more
under warm water.
easily.
Rinse ashtray
cold water.
under To remove residue of

detergent.
Wipe ashtray with a dry To dry.

cloth.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 2.2
TASK:-Cleaning Bar equipments and furniture

OBJECTIVE:- Cleaning condiment equipment
OUTLET:The Bar

STEPS
KEY POINTS
REASONS
Cleaning
condiment These should never be Water
must
be
(salt & pepper)
cleaned using soap and
prevented from getting
water. They must be
into the shakers as this
wiped over with a clean
will result in the salt and
and dry cloth. Shakers
pepper, thus becoming
must be checked and redamp and will lead to
filled prior to wiping on
blockage of the shaker.
the outside.
Shakers
must
be To clean inside and
emptied
completely
avoid blocking.
once a week for deep
cleaning,
wiped
properly with a dry
cloth and re-filled with
fresh salt and pepper.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 2.3
OUTLET: The Bar

TASK:Cleaning Bar equipments and furniture
OBJECTIVE:- Polishing Glassware
STEPS
1. Polishing Glassware
KEY POINTS
REASONS
Pour hot water and Hygiene

vinegar in a wine bucket
only three quarter full
Place the end of the Safe from breakage and
clean glass cloth in your
avoiding finger marks
left hand and pick up
on the glass.
the dirty glass from its
stem with the glass
cloth.
Dip the glass into the Thorough cleaning
hot water several times
to give the glass a good
rinse. Lift the glass and
shake it lightly to
remove any excess
water. With your right
hand, lift the remainder
of the glass cloth,
making sure it covers all
of your hand. Place
thumb inside the glass
and with the remaining
fingers surrounding the
glass, wipe the glass
gently until it is cleaned
and no stain is visible.
Lift glass from the stem, Minimize breakage
still with the glass cloth
and place it gently in the
clean rack upside down.
Chapter Three
Preparing Tables
CHAPTER NO 3.1
TASK:Preparing tables
OBJECTIVE:- Arranging chairs
OUTLET: The Bar

STEPS
Arranging chairs
KEY POINTS
REASONS
Chairs are arranged In order to have the

according to table plans
appropriate number of
seats at each table. In
this way, the number of
seats in the bar is also
known.
Place chairs in between So that the guest can be
table legs.
seated comfortably
Ensure that chairs are
placed in such a way
that maximum guest on
the table have a nice
view or can easily see
the show.

Bar Manager
For guests comfort.

F&B Manager
Date: Sep 2014
CHAPTER NO 3.2
TASK:Preparing tables
OBJECTIVE:- Placing ash-trays
OUTLET: The Bar

STEPS
Placing ashtrays

Bar Manager
KEY POINTS
REASONS
Ashtrays are placed So that to be easily

either at the center of
accessible to all guests
the table or on the edge
seated at the table.
of the table, depending
on the type of set-up. In
bigger tables, more than
one ashtray may be
needed.

F&B Manager
Date: Sep 2014
CHAPTER NO 3.3
OUTLET: The Bar

TASK:-Preparing Tables
OBJECTIVE:- Placing cruets on the table
STEPS
Placing cruets on the table

Bar Manager
KEY POINTS
REASONS
Before placing cruet So as to be easily

sets, they must be
accessible to all guests
arranged in pairs (salt &
seated at the table.
pepper) and ensure that
they are cleaned and
three quarter full. Place
cruet set at the center of
the table on the edge
depending of the type of
set-up. In bigger tables
more than one pair may
be needed.

F&B Manager
Date: Sep 2014
Chapter Four
Welcoming Guests in Bar
CHAPTER NO 4.1
OUTLET: The Bar

TASK:Welcoming Guest in Bar
OBJECTIVE:- Welcoming Guests correctly
STEPS
KEY POINTS
REASONS
Welcoming guest in the Bar Always greet guest by Politeness and makes the
correctly.
approaching with a guest feel welcome.
smile
and
The
Residence Salutation,
taking the time of the
day into consideration.
That is Good Morning
Good Afternoon
Good Evening
Known guests are to be An added touch to the
greeted using their name
welcome, making guest feel
E.g:- Good Morning Mr. & important
Mrs. Smith

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 4.2
OUTLET: The Bar

TASK:Welcoming Guests in Bar
OBJECTIVE:- Dealing with inquiries and explaining establishment facilities
STEPS
KEY POINTS
REASONS
Dealing with inquiries and The Bar staff should be To be able to deal with any
explaining
establishment
aware of the daily and inquiry
facilities
forthcoming
events
concerning
F&B
activities taking place in
the hotel
E.g: Theme evening, show,
buffet, etc.
The Bar staff should To be able to deal with any
ensure that they are inquiry
aware
of
general
facilities provided to
guest by the hotel
E.g: Shops, Yacht Club,
Sanctuary, etc.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 4.3
OUTLET: The Bar

TASK:Welcoming Guests in Bar
OBJECTIVE:- Welcoming Guest
STEPS
1. Welcoming Guests
KEY POINTS
REASONS
Greet
guest
by
approaching with a
smile and Residence
salutation stating Good
Morning, Madam, Sir
known guests are to be
called by their name.
Guest will feel your

attention and you will feel
better. Guest will feel
recognized and important.
2. Accompany guests to the Escort guests to their

table
table by walking by
their side, engaging a
polite
conversation
where appropriate.
3. Seat Guests

Bar Manager
Inquire whether the pre- Standard Etiquette to seat

assigned
table
is ladies first
convenient
for
the
guests. After approval,
pull out chairs for ladies
first. Let the lady take
her seat, push chair
carefully towards the
table whilst she is in the
process
of
sitting.
Repeat
the
same,
procedure
for
gentlemen. When all
guests are seated, unfold
napkins, ladies first and
lay on guests laps.

F&B Manager
Date: Sep 2014
Chapter Five
Taking
Beverage Order
CHAPTER NO 5.1
OUTLET: The Bar

TASK:Taking Beverage Order
OBJECTIVE:- Presenting Drink List
STEPS
KEY POINTS
REASONS
Greeting Guests
Greet the guest on Politeness and make the

arrival at the table using guests feel welcome.
guest
name
where
possible.
Presenting the drink list
If guests want to order Standard and procedure

aperitif / after dinner drink,
then present card from the
right to ladies first.
If guests want to order wine
then identify the host and
present the wine list from
the right.
Note: All menus must be checked that they are cleaned and neat before service starts.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 5.2
OUTLET: The Bar

OBJECTIVE:- Explaining the various beverages
STEPS
Explaining
beverages
the
KEY POINTS
REASONS
various Ensure detail knowledge of To be able

all
beverages
while question
explaining cocktails.
to
answer
Make sure to give full Guests will be better

composition and use very informed and can make a
simple language.
choice accordingly.
Propose the cocktail of the To promote sales and added
day.
value
While taking wine order,
histories, origin and vintage
are very important

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 5.3
OUTLET: The Bar

OBJECTIVE:- Writing orders
STEPS
Writing orders

Bar Manager
KEY POINTS
REASONS
Clearly and neatly write on

an order pad all necessary
information such as
- Room Number
- Table Number
- Waiter Name
- Time of Order
In case of wine, ensure to
mention full name if wine is
red, white or rose.
When taking beverage
orders, one must check the
following
where
applicable:- Which mixers are required
- With or without ice
- Any specific beer
- If Spirit is ordered, ask if
any particular brand.
So that guest can be billed

accordingly and to ensure
that the correct order is
given to the guests.
To avoid confusion and

delays through a lack of
precision.
In order to serve the
beverage exactly as the
guest would like and
avoiding time wasting.

F&B Manager
Date: Sep 2014
CHAPTER NO 5.4
OUTLET: The Bar

TASK:Presenting Guest Wine Menu and Taking Orders of Wine
OBJECTIVE:- Explaining the different wines
STEPS
KEY POINTS
REASONS
Presenting the wine list
Identify the host and present Standard and procedure

wine list from the right.
Explaining the wines
Explain carefully using The guest will be better
simple language any wine informed about the wines
guests want to have detail
available and can make a
Ex: Origin and Vintage
choice accordingly
Ensure
a
detailed To be able to answer
knowledge of all wine on questions.
the list.
Assisting the guests to make If requested, assist the To help guests making their
their choice
guests in making a choice choice since different wines
by proposing appropriate are
compatible
with
wine. Bearing in mind the different food.
food they have ordered
suggest wine which will go
with their food.
Where
possible try to sell white
wines with starters and red
wines with main course.
Writing the wine order
Clearly and neatly ensuring So that guests can be billed
that
all
necessary accordingly and to ensure
information such as room that the correct order is
number, table number, time given to guests.
& date are noted.
Ensure quantity and type of To avoid confusion and
wine (red, white, rose) are delays through lack of
clearly written down on the precision.
order pad.
Note: All out of stocks must be checked before service starts

Bar Manager

F&B Manager
Date: Sep 2014
Chapter Six
Ordering and Carrying

Beverages
CHAPTER NO 6.1
OUTLET: The Bar

TASK:Ordering and Carrying Beverages
OBJECTIVE:- Giving beverages orders to the relevant section
STEPS
Giving beverage order
KEY POINTS
REASONS
Once the guests order has

been taken, a copy of the
order is to be handed as
follows:- Original copy with cashier For preparation of
, stamp at The Main Bar or required beverage
Dispense Bar
- Second copy to the cashier For billing purpose
the
- Third copy for the waiter

For waiters reference
- Forth copy remains in the For control purposes
order pad.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 6.2
OUTLET: The Bar

OBJECTIVE:- Carrying Beverage and Glassware to the table
STEPS
KEY POINTS
Placing the beverages and Using the appropriate tray,
glassware on the tray
place the beverages carefully
on the tray together with side
orders. Any bottle should be
placed at the centre of the
tray with glasses on the
outside.
Spirits and their mixers
should be placed next to each
other.
The beverages belonging to
the first guests to be served,
is placed close to the waiters
right hand with the other
beverages being set out on
the tray in order of service.
Prior to leaving, check that
the order is correct by
referring to the duplicate
order copy which is kept in
the waiters possession.
Once the beverage has been
arranged correctly on the
tray, hold the tray by pulling
it slowly and placing the
palm of the left hand at the
centre of the base of the tray
to balance it, prior to lifting
carefully. Ensure that the
contents on the tray do not
move.

Bar Manager
REASONS
To balance the tray and
prevent breakages
This avoids having to reach

across the tray and then help
to prevent accident.
Facilitate service
To ensure that the correct

beverages
have
been
provided.
In this way, the tray is

balance on the palm of the
left hand and easier to carry,
thus preventing accidents.

F&B Manager
Date: Sep 2014
CHAPTER NO 6.3
OUTLET: The Bar

OBJECTIVE:- Taking used equipment to the wash-up department
STEPS
KEY POINTS
REASONS
Taking used equipment to Used equipment is carried To avoid breakages

the wash-up department
to the wash-up on a tray,
ensuring that all items are
placed correctly.
Make sure that the tray is To avoid breakages
not over-weight and that it
is balanced properly by
placing it on the palm of the
left hand and holding the
right hand corner with the
right hand.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 6.4
OUTLET: The Bar

OBJECTIVE:- Distributing used equipment efficiently
STEPS
KEY POINTS
REASONS
Distributing used equipment Place the tray on the To facilitate wash-up and
efficiently
dishwashing table, remove avoid breakages
all used equipments and
place in correct section for
wash-up.
E.g:- Glasses should be
placed up side down an
appropriate glass rack.
Make sure that
any To facilitate wash-up
beverage decoration i.e
cocktail sticks etc are
thrown into the garbage bin
prior to placing used
equipment
in
the
appropriate section.

Bar Manager

F&B Manager
Date: Sep 2014
Chapter Seven
Serving
Beverages
CHAPTER NO 7.1
OUTLET: The Bar

TASK:Serving Beverages
OBJECTIVE:- Ascertaining the guests wishes
STEPS
Ascertaining guests wishes

Bar Manager
KEY POINTS
REASONS
Tastes vary from one Standard and procedures.

individual to another. It is
therefore
necessary
to
ascertain the guests wishes
prior to serving the drinks.
This can be done by asking
the following:1. With or without ice
2. With or without lemon
3. If spirits are ordered, ask
guest whether he would like
to any particular brand
4. Whether or not, mixers
are required. If yes, which
one.
5. If beer is ordered, ask the
guest if he has any
preference.
6. If guest would like the
drink strong or weak
7. Whether or not guest
would like to add certain
mixers personally.
8.
Some
alcoholic
beverages are drunk neat or
with water. It is necessary
to determine the guests
preferences.

F&B Manager
Date: Sep 2014
CHAPTER NO 7.2
OUTLET: The Bar

TASK:Serving Beverages
OBJECTIVE:- Serving Beverages
STEPS
Placing drink on a tray
KEY POINTS
REASONS
Place spirits and their To facilitate service.

mixers next to each other on
a round tray
Holding the beverage tray Standard and procedures
in the left hand side, stand
to the right of the guest.
Place prepared drinks at the Easier for guests to pick up
top right hand of the cover. drinks.
In the case of drinks which To avoid over-flowing and
need to be poured, place the breakages.
glass as above, pour the
beverage or mixers into the
glass carefully, ensuring
that the bottle does not
come into contact with the
brim of the glass.
When service mixers, ask Guest may not want all of
guests if they would like the the mixers to be added
entire mixer to be poured at straight away.
once. It the guest does not
require all of the mixer, the
jug containing the mixer
should be left on the table
on the right hand side.
When serving beer, ask the Requirement varies from
guest if they would like the one guest to another.
beer served with or without
a head.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 7.3
OUTLET: The Bar

TASK:Serving Beverages (Cont)
OBJECTIVE:- Serving Beverages
STEPS
KEY POINTS
REASONS
Adding Ice
Ice is normally placed in the Standard and procedures.

glass prior to service.
However, if guest requires
more, bring in a bucket with
a tong placed on a tray and
serve from the right. Place
the bucket on the table on
the right hand side.
Adding other
accompaniment.
These include salt, pepper, Standard and procedures.

Worcester sauce, Tabasco
etc may be risked prior to
service once the guests
requirement have been
ascertained, or if requested,
may be brought to the table
and placed next to the drink
so that the guest can serve
themselves.
NOTE: Always serve from the right in a clockwise direction, ensuring that preference is
given to elderly person, ladies and gentlemen. The host to be served last.
Bottles containing remaining drink should be left on the table with the label facing the
guest.
Extra glasses not in use, should be removed.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 7.4
OUTLET: The Bar

TASK:Serving Drinks
OBJECTIVE:- Cleaning away
STEPS
Cleaning away
Cleaning debris from table

Bar Manager
KEY POINTS
REASONS
During the service of

beverage, remove all empty
bottles and used glasses
using a round tray.
Using a ice tong clear eaten
fruit debris, left straws and
stirrers from table in a
service plate
In order to keep the table

tidy.
Tables look messy with

these things on table.
Clearing debris gives the
table a hygienic look.

F&B Manager
Date: Sep 2014
CHAPTER NO
TASK:Pancake, Waffles, Pastry of the Day Service

OUTLET: The Bar
OBJECTIVE:- To be able to serve pancakes and waffles within the hotel
STEPS
KEY POINTS
REASONS
Welcome and Seat Guests
Greet the guest and seat Hotel Standard

him.
Order Taking
Take guests order, To serve the guest what he

propose
guest
the likes best.
selection of garnitures
available.
Using Order Pad
White copy in Kitchen
(Kiosque)
Blue copy to the Cashier
Service

Bar Manager
Serve pancake, waffles

to the guest together
with cutlery wrapped in
tissue paper kept in
Kiosque.
Cutlery to be placed in
the right hand side.

F&B Manager
Date: Sep 2014
CHAPTER NO
TASK:Afternoon Tea Service (15h00 18h00)

OUTLET: The Bar
OBJECTIVE:- To be able to serve afternoon tea service within the hotel set standard
STEPS
KEY POINTS
REASONS
Welcoming and Greeting
Seat the guest.
Menu Presentation
Suggest guest about the Guest can select the best he

available teas.
likes.
Communication
Inform
guest
1 2 teas as per guests choice.
afternoon tea is for 2 - 1 Selection of tea
pax.
sandwiches
- 1 Selection of miniature
Inform guests that food pastries and scones
will take at least 15 - Serve with whipped cream
minutes.
and assorted fruit jam
Placing Order
To use order pad for White copy to Main

taking of order.
Kitchen for preparation of
tea sandwiches
Yellow copy to Pastry for
miniature pastry and scones.
Service
Set the table according

to the established SOP
(see picture)
Teas to be served in the Food takes more
meantime
(10-15 minutes)
Clearance

2014Bar Manager
Wish guest to enjoy

their afternoon tea.
Waiter should be always To check guest needs.
visible to guests.
Once all guests have Keep table clean.
finished these foods,
clear the plates and
sandwich basket.

F&B Manager
Date: Sep
time
CHAPTER NO
TASK:Afternoon Tea Service (15h00 18h00)

OUTLET: The Bar
OBJECTIVE:- To be able to serve afternoon tea service within the hotel set standard
STEPS
KEY POINTS
Bill Presentation
Bid Farewell
Thank guests

Bar Manager
REASONS
Present bill to the host Maintain hotel standards.

in a clean bill folder
using a hotel pen.

F&B Manager
Date: Sep 2014
CHAPTER NO
TASK:Lunch Service
OBJECTIVE:- Serve guests food from The Colonade Bar Menu
OUTLET: The Bar

STEPS
KEY POINTS
REASONS
Welcome and greet the Seat guest at The Bar, pull Make
guests
feel
guests.
ladies chairs.
comfortable / welcome.
Menu presentation
Present menu to guests,

ladies first from the right
hand side. Menu should be
opened.
Taking orders (up selling / Take drinks order, ladies To make sure that right
suggestive selling)
first.
Take food order order has been taken.
(Repeat order).
Table Set-Up
Set table according to SOP.
Service
Serve drinks
To check guests needs.
Serve food
All services to be done from
right hand side.
To check for guests
requirements.
Waiter should always be
visible to guests.
Clearance of plates
All clearances to be made

from the right side starting
from ladies first (make sure
all guests had finished their
food.
Suggestive selling
Propose guests for dessert

(ice-cream, fruit platter, tea
or coffee)
Bill presentation
Bill to be presented to the

host using a hotel pen and
bill should be in a clean bill
folder.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO
OUTLET: The Bar

TASK:Lunch Service
OBJECTIVE:- Serve guests food from The Colonade Bar Menu
STEPS
Bid farewell

Bar Manager
KEY POINTS
REASONS
When guests are leaving,

thank them in a friendly and
polite manner.

F&B Manager
Date: Sep 2014
CHAPTER NO
OUTLET: The Bar

TASK:Late Breakfast Service
OBJECTIVE:- Serve guest Continental Breakfast from 10:45 to 11:45
STEPS
KEY POINTS
REASONS
Seat the guests at The Bar
Propose guests the selection Avoid

misunderstanding
of available items (no with guests.
menu)
Take guests order
Order to be taken using the White copy to get food and

Order Pad.
beverages.
Blue copy for Cashier
(control purpose).
Service

Bar Manager
Set the table according

to the established SOP
(see picture)
Tea, coffee or fresh
juices to be served first.
To follow-up with food
service.
Waiter should always be
visible to the guests.
Bill is not raised for
Continental Breakfast.
Fruit platter, croissant take

5-10 minutes to be served.
To check guests needs.
It is included in the package
of HB and BB.

F&B Manager
Date: Sep 2014
Chapter Eight
Serving
Wines & Champagne
CHAPTER NO 8.1
OUTLET: The Bar

TASK:Serving Wine
OBJECTIVE:- Identify the host and presenting the wine list
STEPS
Identifying the host.
KEY POINTS
REASONS
The host may be identified

by his actions.
E.g: The one doing the
seating or by consulting the
reservation book.
The host needs to be

identified as it is normally
the host who will select the
wine.
OR
The host will communicate To ensure that the correct
directly with the waiter guest is billed accordingly.
concerning
the
billing
instruction or will order the
wine.
Presenting the wine list

Bar Manager
This is presented to the host Standard and procedures.

from the right hand side.

F&B Manager
Date: Sep 2014
CHAPTER NO 8.2
OUTLET: The Bar

TASK:Serving Wine
OBJECTIVE:- Placing the bottle in the wine bucket / wine basket
STEPS
KEY POINTS
REASONS
Placing white and ros Ros and white wines are Standard and procedures.
wines in an wine bucket
placed in an wine bucket
with a clean wine cloth
wrapped around the neck of
the bottle, brought to the
table and placed on a wine
stand in the hosts right.
The wine bucket should be To maintain the correct
filled with ice and 1/3 temperature.
with water.
Placing the red wine bottle In case of red wine, it is The bottle is placed in the
in a wine basket
necessary to place a clean basket gently in order to
wine cloth folded in the avoid disturbing the wine.
neck end of a wine basket
prior to gently placing the
bottle in the basket with the
label facing upwards.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 8.3
OUTLET: The Bar

TASK:Serving Wines
OBJECTIVE:- Placing the appropriate glasses on the table
STEPS
KEY POINTS
REASONS
Placing the appropriate Place

spotlessly
clean Glasses are always placed at
glasses on the table
glasses on the table at the the right in order to
right hand side of the facilitate drinking.
covers, after the water glass.
Make sure that the correct
glasses are selected
E.g: Red Wine glasses for
red wine and white wine
glasses for white or ros
wine.

Bar Manager
The choice of glass is very

important due to the fact
that red wine glasses are
bigger than white wine
glasses, leaving space for
the wine to breath

F&B Manager
Date: Sep 2014
CHAPTER NO 8.4
OUTLET: The Bar

TASK:Serving Wines
OBJECTIVE:- Presenting the bottle to the host
STEPS
KEY POINTS
REASONS
Presenting the bottle to the Present wine from the right Wine is presented to the
host
with the label facing the host so that he can confirm
host.
that the correct wine is
being served. The label
needs to be facing the host
for easy identification.
Presenting white and ros Remove the bottle from the
wine bottles to the host.
wine bucket, allow all water
to drip away and place the
bottle on nicely, folded
wine cloth in the palm of
your hand.
- Move towards the host
and present the wine from
the right.
- The bottle should tilt
slightly towards the waiter
and be supported by the
fingers of the right hand
- Ensure the label is facing
the guest. The host may also
touch the bottle.
The wine cloth is used for

security by preventing the
bottle from slipping and to
catch any drips.
Presenting red wine bottles Hold the wine basket gently

to the host.
with the neck of the bottle
facing the waiter and
present the bottle from the
right, allowing the host to
give his approval prior to
opening the bottle.
The basket must be held

gently to avoid disturbing
the sediment. The neck of
the bottle needs to face the
waiter so that the label is in
the correct position for
inspection.

Bar Manager
Standard and procedure
To avoid spillage.
Host may touch the bottle to

feel the temperature prior to
giving approval.

F&B Manager
Date: Sep 2014
CHAPTER NO 8.5
OUTLET: The Bar

TASK:Serving Wine
OBJECTIVE:- Opening the bottle
STEPS
KEY POINTS
REASONS
Opening white and Ros Following the presentation To maintain temperature

wine bottles
of the wine and the hosts and act as a surface on
approval, replace the bottle which to open the bottle.
in the wine bucket.
Using the corkscrew knife, The bottle neck needs to be
cut the foil neatly, remove wiped to remove dust and
and wipe the top of the moisture.
bottle neck with a wine
cloth.
Using the left hand, hold the Facilitates opening the
wine bottle firmly by the bottle by holding in this
shoulder, ensuring that the position.
base is facing the waiter and
the neck is facing away at
an angle of 45.
Using the right hand, pierce The centre is pierced in
the centre of the cork with order to prevent the cork
the tip of the corkscrew.
form splitting.
Twist the corkscrew in a Standard procedure.
clockwise direction until the
screw is almost completely
inserted. Place pressure on
the bottle with your left
hand and using your right
hand, draw the cork out
gently without making any
noise.
Wipe the mouth of the With a clean wine cloth
bottle
prior to proceeding with the
service.
Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 8.5
OUTLET: The Bar

TASK:Serving Wine
OBJECTIVE:- Opening the bottle (cont)
STEPS
KEY POINTS
REASONS
Opening white and Ros In the case of highly So that the host may smell
wine bottles
reputable wines, present the the cork.
cork to the host on a small
saucer.
Opening red wine bottles.
A bottle of red wine may be Where the bottle is opened

opened either at the guests depends on the space
table or on the waiters available.
station in the sight of the
host.
Bottles of red wines must
be opened lying in the red
wine stand with the neck
facing the waiter.
Red wine bottles must be

opened lying in the red
wine stand in order to avoid
disturbing the sediments
and spoiling the wine.
Using the left hand, hold the Standard procedure.

basket and wine bottle,
preventing
them
from
moving and pierce the cork
in the centre with the cork
screw tip using the right
hand.
Gently twist in a clockwise
direction until the screw is
almost completely inserted.
Remove the cork with
utmost care.
Offer the cork on a small To enable host to smell the
saucer.
cork.
Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 8.5
OUTLET: The Bar

TASK:Serving Wine
OBJECTIVE:- Opening the bottle (cont)
STEPS
KEY POINTS
REASONS
Wipe the inner part of the To remove dirt.

mouth of the wine bottle
with a clean napkin prior to
serving.
Important Notes:
- Never twist the bottle when opening
- Check to see whether or not the cork is splitting prior to uncorking.
- Always check the bottle prior to pouring to ensure that no cork has dropped into
the wine.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 8.6
OUTLET: The Bar

TASK:Serving Wine
OBJECTIVE:- Serving the wine
STEPS
Serving wine
KEY POINTS
REASONS
Having filled the hosts

glass up to one third and
gained
his
approval,
proceed by serving ladies
first starting from the right
of the host and proceeding
clockwise around the table,
holding the bottle in such a
way as to ensure that the
label is visible. Having
served all the guests on the
table, return to the host and
fill his glass.
It is standard service
etiquette to serve ladies first
and to return to the host and
fill his glass last.
When pouring wine, use a To catch any drips.

neatly folded waiters cloth.
While pouring wine, never To avoid breakage.
allow the bottle to come
into contact with the rim of
the glass.
When pouring Rose and
White wines, fill the glass
up to two thirds, and in the
case of red wines half fill
the glass.
It is necessary to pour up to
these levels in order to
leave
room
for
an
appreciation of the bouquet.
When finishing pouring the To prevent the wine from

wine into the glass, twist the dripping onto the table.
bottle slightly with an
upward movement.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 8.6
OUTLET: The Bar

TASK:Serving Wine
OBJECTIVE:- Serving the wine (cont)
STEPS
KEY POINTS
REASONS
When pouring red wines, To avoid disturbing the

hold the handle of the wine sediment and spoiling the
stand and stand to the right wine.
hand side of the guest,
pouring the wine with
utmost care.
After serving, red wine
should be placed on the
guests table and white /
ros wines should be
replaced in the bucket.
White and Ros wines need

to be replaced in the wine
bucket in order to maintain
their temperature.
Glasses should be re-filled

regularly and should there
be any request for another
bottle of the same wine, a
fresh glass should be given
to the host for tasting.
Fresh glasses are needed so

that the taste of the new
wine is not impeded by
remnants from the previous
bottle.
Important Points:
- Red wine should be opened as early as possible so that the wine may attain room
temperature naturally.
- When proceeding on to Red wine service after the service of white wine, remove all
white wine glasses and replaced with red. However, prior to replacing glasses, it is
necessary to obtain the guests approval if there is any wine remaining in the glass.
- Avoid pouring red wine up to the last drop as this is purely sediment.
- House wines are also served by the glass which is brought directly to the table.
- The host is always served last.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 8.6
OUTLET: The Bar

TASK:Serving Wine
OBJECTIVE:- Serving the wine (cont)
The Golden Rules of Wine Service

There are nine golden rules regarding the service of wine. These are:
1. Light wine should be served before the rich or full bodies wines
2. Dry wines are served before sweet wines
3. Dry white wines should be served before red wine
4. Do not serve dry wine with sweet food or any food that has a sweet sauce
5. Serve red table wine with red meat
6. Serve white table wine with white meat
7. Serve ros wine with any food
8. Serve champagne throughout the meal
9. Serve sweet white wines, ros wines and champagne chilled

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 8.7
OUTLET: The Bar

TASK:Serving Wines
OBJECTIVE:- Refilling the glasses
STEPS
Refilling the glasses

Bar Manager
KEY POINTS
REASONS
Ensure that glasses are To ensure that glasses

topped up regularly as contain a reasonable level
required by glancing at the of wine at all times.
table from time to time.

F&B Manager
Date: Sep 2014
CHAPTER NO 8.8
OUTLET: The Bar

TASK:Serving Wine
OBJECTIVE:- Supplying clean glasses as required
STEPS
KEY POINTS
Supplying clean glasses as In the case of the guest

required
ordering another bottle of
wine, supply spotlessly
clean glasses, placing them
at the top right hand side of
the cover.
REASONS
In order to prevent the

flavour of the new wine
from being impeded by
remnants from the previous
bottle.
When changing from white Red wine is served in a

/ ros wines to red wines, it different glass.
is necessary to change the
glasses.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 8.9
OUTLET: The Bar

TASK:Serving Wine
OBJECTIVE:- Clearing away
STEPS
Clearing away

Bar Manager
KEY POINTS
REASONS
Remove any used glasses To keep the table tidy and

and empty bottles from the avoid clutter.
table using a tray and take
to waiters station.

F&B Manager
Date: Sep 2014
CHAPTER NO 8.10
OUTLET: The Bar

TASK:Serving Champagne
OBJECTIVE:- Carrying the champagne bottle to the table
STEPS
Carrying a bottle
champagne to the table

Bar Manager
KEY POINTS
REASONS
of Place the champagne bottle To keep the bottle of

in a wine bucket which is champagne at the correct
filled with water and temperature.
filled with ice and carry to
the table.

F&B Manager
Date: Sep 2014
CHAPTER NO 8.11
OUTLET: The Bar

OBJECTIVE:- Placing proper glasses
STEPS
KEY POINTS
REASONS
Placing proper glasses on Set champagne flute at the Champagne

flutes
are
the table
right hand side of the guest. specially designed glasses
to prevent rapid loss of
precious gas.
NOTE:- When serving champagne by glass, use chilled champagne flutes as it will keep
the drink chilled longer.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 8.12
OUTLET: The Bar

OBJECTIVE:- Presenting a bottle of champagne
STEPS
Presenting a
champagne
bottle
KEY POINTS
of Once the order has been

taken and glasses placed on
the table, check the bottle
temperature, taking care not
to shake the bottle and place
in a wine bucket containing
ice and water.
REASONS
Bottle temperature needs to

be checked in order to
ascertain whether or not the
champagne is the correct
temperature
for
consumption.
Wrap a clean wine cloth Wine cloth is used to steady

around the neck of the the bottle and prevent it
bottle and place the bucket from moving.
on a wine stand in sight of
the host.
Remove the bottle from the
bucket with the utmost care
and place it on a folded
napkin in the palm of the
left hand, ensuring that the
bottle tilts slightly towards
the waiter and is supported
by the fingers of the right
hand.
Utmost care is required

when handling champagne
in order to prevent pressure
from building up in the
bottle.
Present the bottle from the To allow the host to inspect

right hand side of the host the label.
ensuring that the label is
facing the host.
The host may also request In order to check the
to touch the bottle.
temperature prior to giving
approval to open the bottle.
Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 8.13
OUTLET: The Bar

OBJECTIVE:- Opening a bottle of champagne
STEPS
Opening
champagne
KEY POINTS
bottle
REASONS
of Having obtained the hosts To maintain temperature

approval, replace the bottle and act as a surface on
in the wine bucket.
which to open the bottle.
During the opening process, To avoid accidents.
ensure that the neck of the
bottle is pointing towards
the ceiling.
With the left hand, hold
bottle firmly by
shoulder, and using
right hand to remove
gold or silver foil from
cork and the neck of
bottle.

Bar Manager
the
the
the
the
the
the
This is the first step when

opening
a
bottle
of
champagne, allowing access
to the cork.
Loosen the wire cage

holding cork by turning the
wire
end
in
an
anticlockwise
direction,
remove carefully and place
in the wine bucket.
The wire cage needs to be

removed in order to be able
to uncork the bottle. This
needs to be done carefully
in
order
to
prevent
excessive gas and fizzing
from developing in the
bottle.
Place a clean napkin and the

thumb of the right hand at
the top of the cork and twist
the bottle slowly to release
the cork. Once the cork is
removed, keep it in your
pocket.
This needs to be done

slowly in order to prevent
the cork from shooting out
of the bottle.

F&B Manager
Date: Sep 2014
CHAPTER NO 8.14
OUTLET: The Bar

OBJECTIVE:- Serving a bottle of champagne
STEPS
Serving
a
champagne
bottle
KEY POINTS
of Having filled the hosts

glass up to and gain his
approval
proceeds
by
serving ladies first, starting
from the right of the host.
REASONS
It is standard service
etiquette to serve ladies first
and to return to the host and
fill his glass last.
Lift the bottle with the The base is wiped to

utmost care and wipe the remove water and prevent
base with a wine cloth.
dripping.
Hold the bottle in the right Standard service procedure
hand with the tip of the
thumb resting in the cavity
at the base of the bottle.
Support the bottle using the
fingers of the right hand.
Ensure that the label is To facilitate identification.
facing the guest.
Standing at the right hand To prevent champagne from
side of the guest, pour the fizzing over the glass.
champagne with care up to
2/3 of the glass.
Never allow the bottle to To avoid breakage
come into contact with the
rim of the glass.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 8.14
OUTLET: The Bar

OBJECTIVE:- Serving a bottle of champagne (cont)
STEPS
KEY POINTS
REASONS
Use a nicely folded wine

cloth held in the left hand to
catch any drops and replace
the bottle in the wine bucket
after serving.
The bottle is replaced in the

wine bucket in order to
maintain
the
correct
temperature.
Important Notes:1. A good waiter should never allow the cork to shoot away from the bottle unless
requested by the guest.

Bar Manager

F&B Manager
Date: Sep 2014
Chapter Nine
Serving
Hot Beverages
CHAPTER NO 9.1
OUTLET: The Bar

TASK:Serving Hot Beverages
OBJECTIVE:- Using proper service techniques for hot beverages
STEPS
Using
proper
techniques
KEY POINTS
service Service is carried out from

the right in a clockwise
direction with preference of
service being given
1. To children
2. To elderly people
3. To ladies
4. To gentlemen
The host is served last.
Hot beverages and their
accompaniments are carried
to the table on a round tray
which is held balanced on
the palm of the left hand.
When serving hot beverages
at breakfast, lunch and
dinner,
a
personalized
service is not necessary. In
this case, hot beverages and
their accompaniments are
placed on the table in front
of the guest.
Some beverages are served
pre-poured.
E.g:
Cappuccino
&
Expresso
In this case, when giving a
personalized service, the
beverages are placed on the
table in the front of the
guest and sugar is offered.

Bar Manager
REASONS
Service etiquette
To facilitate service.
Guest is able to
himself as required.
help
Standard service procedure

F&B Manager
Date: Sep 2014
CHAPTER NO 9.2
OUTLET: The Bar

OBJECTIVE:- Using proper service techniques for hot beverages (cont)
STEPS
KEY POINTS
REASONS
Service of Hot Chocolate
Hot chocolate is served in a Standard service procedure

tea pot and milk is served in
a milk jug.
Free Cookies is served with Residence Standard to
hot chocolate.
enhance guest satisfaction.
Service of Infusions
Infusions are served in tea Standard service procedure

pots.
A strainer is served with To filter particles getting
infusions which are not in into the cup.
bags.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 9.3
OUTLET: The Bar

OBJECTIVE:- Serving expresso and cappuccino
STEPS
Serving expresso
cappuccino
KEY POINTS
REASONS
and Carry the expresso and its Facilitates service

accompaniments to the
table on a service tray
balanced on the palm of the
left hand.
Since
expresso
and
cappuccino are pre-poured
beverages, the waiter is
required to place the cup in
front of the guest from the
right hand side and offer
sugar.
A free glass of water and a
small cube of chocolate is
always
served
with
espresso.
Standard procedure when

serving pre-poured drinks.
Residence Standard to
enhance guest satisfaction
as some guest dont like the
taste of strong coffee
lingering in their mouth.
Note: While serving expresso, hot milk may be served upon request.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 9.4
OUTLET: The Bar

OBJECTIVE:- Serving Tea and Coffee
STEPS
Serving tea and coffee
KEY POINTS
REASONS
Position
the
required Facilitates service
equipment, beverage and
accompaniments
on
a
service tray, balancing the
tray on the palm of the left
hand.
Using the right hand set the Basic mise en place for tea
tea cups or coffee cups with and coffee service
appropriate on the saucers
with teaspoons and place in
front of the guest from the
right hand side.
Place sugar in the middle of So as to be easily accessible
the table. Place tea pot or to all guests seated at the
coffee pot and milk on the table
right hand side of the guest.
Free Cookies is served with Residence Standard to
tea and coffee..
enhance guest satisfaction.
Important Notes:
Hot milk is offered with coffee and cold milk is offered with tea.
When serving lemon tea, lemon rings are served on a tea saucer and place together with
the tea on the table.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 9.5
OUTLET: The Bar

OBJECTIVE:- Serving hot chocolate
STEPS
KEY POINTS
REASONS
Serving hot chocolate, hot Position

the
required Facilitates service.
milk, etc..
accompaniment on a service
tray, balancing the tray on
Using the right hand, set the Basic mise en place for hot
tea cups on the saucers and beverage service.
place in front of the guest
from the right hand side.
Place tea pot with chocolate Guest can top up their
on the right hand side of the beverages as required.
guest.
Important Notes:
Hot chocolate is served in a tea pot
Requirement for 2 persons
40grms of chocolate powder (6 Dessert Spoons)
Fill teapot with of boiling water and of hot milk and stir.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 9.6
OUTLET: The Bar

TASK:Serving Hot Beverage
OBJECTIVE:- Serving other infusions
STEPS
KEY POINTS
REASONS
Serving infusions mint, Position

the
required Facilitates service
verveine, camomille, etc.
accompaniment on a service
tray, balancing the tray on
Using the right hand, set the Basic mise en place for hot
tea cups on the saucers with beverage service.
spoon and place in front of
the guest from the right
hand side.
Place teapot with infusions Guest
can
top
on the right hand side of the beverage as required.
guest.
their
Important Notes:Infusion are served in a teapot

Requirement for two persons:Two infusions bags in a teapot filled with boiling water.
Sugar is not served with infusions.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 9.7
OUTLET: The Bar

TASK:Snack Food Order
OBJECTIVE:- To enable to take a snack food order within the hotel set standards
STEPS
Present bar snack menu
KEY POINTS
REASONS
After having welcomed and Allow them a selection of

seated the guests present snack food to choose from.
them the bar snack menu
and give them some time to
choose.
Asking for the lunch /food Approach the table when Correct procedure
order.
guests are ready to order,
addressing any females
first. Ask - May I take
your order ladies and
gentlemen
Writing the order.
Confirm the order.
Repeat back to each guest Avoids taking the wrong

in turn their complete order order and allows the guest
and thank the guests.
to change their mind.

Bar Manager
Amount of covers
Avoids
confusion
and
Table no. & date/time
correct items delivered to
Server initials
the right guest.
Starters followed by
mains with
Male/female (start with
ladies and kids first)
Correct table no.
Side orders

F&B Manager
Date: Sep 2014
CHAPTER NO 9.8
OUTLET: The Bar

TASK:Snack Food Order
OBJECTIVE:- To enable to take a snack food order within the hotel set standards (cont)
STEPS
KEY POINTS
REASONS
Entering the order

into Micros
Once order is taken the blue Correct

procedure
for
and white copies should be accurate billing and kitchen
given to the cashier where preparation
he will stamp the white
copy as approval and gives
it back to waiter to send to
kitchen
for
food
preparation. The blue copy
is kept by the cashier for
billings.
Placing the order

docket.
Take the docket into the For accurate tracking of

kitchen and place on the guest wait times and items
service pass in the correct delivered to tables.
order and position.
Confirm special orders.
Communicate with the chef Ensures that the

for any special requirements demands are met.
that guests may request

Bar Manager

F&B Manager
guest
Date: Sep 2014
CHAPTER NO 9.9
OUTLET: The Bar

TASK:After Dinner Drink Order
OBJECTIVE:- To be able to take coffee and liquor order effectively
STEPS
KEY POINTS
REASONS
Asking the guests for any After having welcomed and Correct
standard
coffee or liquors
seated the guests after their opportunity to upsell.
dinner, ask if they would
like any coffee and liquor.
Hot beverage options
and
Ask the individual guests Variety of choice.

what their preferred choice
is offering:
Filter Coffee / Cappuccino /
Espresso / Liquor Coffee
(Irish Coffee/Calypso) / Hot
Chocolate and Tea.
Cognacs, Armagnacs, Ports Offer the guest a wide Correct procedure.

and Liquors
selection by naming the
beverage items.
Cigars
Ask guests if they would To upsell

like to see our choice of
cigars from the humidor.
Important Notes:
Free mignardises is served with tea and coffee ordered after the dinner.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 9.10
OUTLET: The Bar

TASK:Cigar Service
OBJECTIVE:- To be able to serve cigars within the hotel set standards
STEPS
1. Presenting
Humidor box
KEY POINTS
of
REASONS
the Hold the Humidor box in

your hands and present it at
the table so that the guests
can select the cigar. After
the cigar has been selected,
offer to take the ring off and
to cut it for the guest.
2. Removing the paper ring
Squeeze the cigar where the Correct

band is with your fingers. service
This will slightly raise the
ring away from the cigar
which can be torn away.
procedure
of
3. Cutting the cigar
The waiter should hold the Correct

cigar and place the point service
between the cutting edges
of the opened cutter, and
slicing of the end part. The
cigar should be tapped just
to make sure that no
particles of loose tobacco
are still hanging from the
cigar.
procedure
of
4. Lighting the cigar
A wooden match or cedar Correct

spill should be used to light service
the cigar this is done
slowly. Place an ashtray on
the right hand side of the
guest.
procedure
of

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 9.11
OUTLET: The Bar

TASK:Cigar Service
OBJECTIVE:- To be able to serve cigars within the hotel set standards (cont)
STEPS
5. Things to keep in mind

Bar Manager
KEY POINTS
Cigars should never be Correct

pierced, as it damages the service
structure of the cigar and
ends up by producing a hot
smoke. When the cigar is
being lit never use petrol
lighters as they give off
fumes.

F&B Manager
REASONS
procedure
of
Date: Sep 2014
CHAPTER NO 9.12
OUTLET: The Bar

TASK:Present Bill
OBJECTIVE:- How to present bill?
STEPS
KEY POINTS
REASONS
Closing the check.
Cashier to close all food All items served are posted

and beverage items on the on Micros to the correct
correct table.
table number.
Printing the check.
Waiter to double check all Guest is billed according to

items served have been their consumption.
correctly printed to the right
table and with the correct
prices.
Presenting the bill.
Once the lead guest Correct procedure.

indicates that he is ready to
settle the account, the bill
should
be
presented
immediately without delay
as this shows that the guests
are
ready
to
leave.
Place the bill facing up into
a clean bill folder on the
right-hand side with THE
RESIDENCE pen in the
center
and
guest
questionnaire on the left.
Take the closed bill to the
correct guest table, placing
the bill folder to the right of
the lead guest or give it
directly to the requesting
person.
Say Your bill Madam/Sir.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 9.13
OUTLET: The Bar

TASK:Present Bill
OBJECTIVE:- How to present bill? (cont)
STEPS
Returning the check.
KEY POINTS
REASONS
Once the guest has decided Correct procedure to ensure

upon their method of that guests are billed
payment take the closed bill correctly and promptly.
folder to the cashier and
return the change or credit
card
for
signing.
Waiter should assure that
bill is properly signed with
readable guest name and
correct room number.
NOTE: It is important to check all items on the bill before presenting, to assure correct
consumption as guest can feel annoyed by extra items found in his bill which he has
not consumed.
All billing problems should be immediately reported to the Shift leader, Supervisor or
the Outlet Manager.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 9.14
OUTLET: The Bar

TASK:Farewell
OBJECTIVE:- First and last impressions are very important and can leave unforgettable
impressions of service experience in each and every outlet. Therefore all efforts put into
a friendly welcome and correct efficient service during the meal can easily dissipate by a
cold departure

STEPS
KEY POINTS
REASONS
When the guest is about to Assist the guest by pulling Courtesy.

leave.
out their chair and clearing
any objects in their way.
What to say to the Guest Thank-you, Mr/Mrs .. Personalized
thank-you
when he/she is leaving.
if
known
otherwise and the guest leaves with a
sir/madam.
positive memory of the
staff and the outlet.
Enjoy
your
day/
evening/Good night
Check the table

Bar Manager
Scan beneath and the surface Security and guest care.

of the table for any personal
belongings that the guest
might have forgotten.

F&B Manager
Date: Sep 2014
CHAPTER NO 9.15
OUTLET: The Bar

TASK:Wine Reservation
OBJECTIVE:- To reserve an opened bottle of wine effectively

STEPS
KEY POINTS
REASONS
Guests request to reserve Waiter should write the Control purpose

his wine
guest room number on the
bottles label and seal it
with a cork.
Following step
Waiter should bring the To assure proper follow-up

wine to the Dispense Bar and control
and hand it to the bartender.
The wine is then entered in
the wine reserve book
with the following details:
Date
of
reservation
The wine brand with details
The
quantity,
The guest room number
The
waiters
name
reserving
the
wine
Signatures of both waiter
and bartender
Service of reserved wines
Waiter should claim the Correct procedure

wine with the guest room
number.
Bartender will serve the
wine by entering the
waiter's name and the date
taken.
Both bartender and waiter Control purpose
should sign the reservation
book to confirm operation.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 9.16
OUTLET: The Bar

TASK:Corked Wine
OBJECTIVE:- To enable staff to deal with corked wines effectively.

STEPS
KEY POINTS
REASONS
Wine is corked
Never argue with a guest Correct Procedure

when he confirms that his
wine is corked. Approve his
comments and proceed to
bring another bottle for him.
Returning corked wine
A return order is made by Control Procedure

the Headwaiter, Supervisor
or the Outlet Manager to
replace the wine with the
relevant details. The corked
wine is then returned to the
Dispense bartender together
with the return order to get
another bottle of the same
wine.
Transferring from stock
All corked wines should be To update stock

transferred from bar stock
to spoilage which is done
through the transfer book by
the bartender.
Approval of corked wine
Bartender should give daily Control purpose

feedback of corked wine to
the Bar Manager and the
Executive F&B Manager
for approval.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 9.17
OUTLET: The Bar

TASK:Corked Wine
OBJECTIVE:- To enable staff to deal with corked wines effectively (cont)

STEPS
Cost Controller verification

Bar Manager
KEY POINTS
REASONS
Corked wines should be Correct procedure

kept at the Dispense Bar
with proper documentation
so as to claim the refund
from the supplier where
possible. Otherwise it is
checked by the hotel Cost
Controller where after his
approval the corked wine is
damped in his presence.

F&B Manager
Date: Sep 2014
CHAPTER NO 9.18
OUTLET: The Bar

TASK:Loss & Found Items
OBJECTIVE:- To ensure that the items are returned back to the owner.

STEPS
Loss & Found Items
KEY POINTS
REASONS
Inform person in charge for To take appropriate action.

any loss & found items.
The item will be sent to The Concierge will do the
Concierge.
needful to return back the
item to the guest.
Record the item found in For control purpose.
the loss & found item book.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 9.19
OUTLET: The Bar

TASK:Reporting Broken Beverages
OBJECTIVE:- To follow the right procedure for broken items.

STEPS
Reporting
broken
beverages
(e.g wines, liquors
etc)
KEY POINTS
REASONS
All broken beverage cases For follow-up

should be immediately
reported to the outlet
manager.
Reporting steps
Explain in details the For outlet manager to

circumstances that caused decide whether cause was
the problem
accident or negligence
Documentation
Broken item should be then To balance outlet stock and

transferred from outlet avoid shortage
stock to Spoilage or Loss
with the approval of the
Executive F&B Manager
and the outlet manager
which is then handed to the
cost controller.
The broken bottles necks or As a proof for the cost
caps with the seal should be controller to check.
kept at the outlet.
Note: Repeated negligence cases may result in disciplinary actions.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 9.20
OUTLET: The Bar

TASK:Handing Over
OBJECTIVE:- To be able to perform a good handing over.

STEPS
KEY POINTS
REASONS
Entries
A stock book is used for Proper documentation

that purpose.
Counting
All items should be counted Correct procedure.

and checked in the presence
of your colleague.
Confirming stocks
After having done the To acknowledge received

process of handing over, correct stock.
both bartenders should
confirm the stock by
signing the stock book.
Note:- After confirmation of Handing-over the stock is then in the sole responsibility of
the bartender and he will be answerable for any missing items or shortages.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 9.21
OUTLET: The Bar

TASK:- All Inclusive Package
OBJECTIVE:- To be knowledgeable of the guest entitlement on All InclusivePackage
STEPS
Breakfast,
Dinner
KEY POINTS
Lunch
REASONS
for: Includes the All Inclusive

Package.
Note:
Guest
cannot
combine meal plans.
Lunch : with AI sign
Kids under 3 yrs is
Dinner : Set menu, buffets complimentary.
or any other menu with Rs
1,600 of credit
Spirits, Wines, Beers and Guests are entitled for:
Cocktils
All beverages with AI
sign on the Bar and Wine
list
Starting Time
Package
of
and Guests are entitled

Free Breakfast
AI AI Package starts at
14H00 on the day of arrival
and ends at 12H00 on the
day of departure. During the
stay it starts at 11H00 am
till 23H00 pm.
Guests will have to pay for

beverages consumed before
or after the mentioned time
table.
Who are entitled the AI Guests cannot use their AI is solely entitled to
Package?
AI Package to offer other guests who bought this
guests.
package. Guest offering to
other guest will have to pay
at the public rate.
Billings
All guests on AI Package Control Purpose
should sign their bill to
acknowledge
their
consumption.

Bar Manager

F&B Manager
Date: Sep 2014
CHAPTER NO 9.22
OUTLET: The Bar

TASK:- Welcome Drink
OBJECTIVE:- To welcome the guests warmly and provide them their first service with
great care and professionalism.
STEPS
The Welcome Drink
KEY POINTS
This is the first drink in the

guest consumes at the hotel.
welcome drink is a Lemon
Flavored Icetea.
When to serve the welcome Once the guest arrives at the
drink?
Hotel. The receptionist calls
to request for the service
informing the quantity.
Where to serve the welcome Waiter should carry the
drink?
welcome drink in a serving
tray with clean tray matt
and bring to the Hotel
Lobby to serve the guest.
How to greet the guest and Once the guest is in front,
serve the welcome drink?
the waiter should give an
eye contact with a smile and
process
as
following:
Good
Morning/
Good
Afternoon Madam/ Sir
Welcome to The Residence
Please enjoy an Icetea.
Farewell
After the service while
leaving Thank the guest and
wish them to have a very
pleasant stay with us.

Bar Manager
REASONS
The Residence Standard

Chosen for its freshness.
The reception team are the

first to welcome the guest.
The Hotel Lobby is the

place where the guest is
seated once check in.

Standard
Guest feels honored and

feels most welcomed at our
property.

F&B Manager
Date: Sep 2014

The Bar SOP

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The Bar SOP

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Welcome to The Residence Mauritius!

Jean Francois Chong

WELCOME TO THE BAR

The Residence History

Owner of The Residence Mauritius, Bonvests Holdings Limited, s Singapore-based

Our Mission and our Role

The Residence, Mauritius Food & Beverage Division provides an unforgettable

The Residence Mauritius

By consistently exceeding our customers expectations and personalizing every aspect

Push yourself to achieve more and challenge your limits.

Eliminate status quo.

Conduct and Appearance

TASK:Conduct and Appearance

Uniforms provided by Maintenance of

Prepared By: Raj Sultoo

Approved By: Rajesh Kisto

Date: Sep 2014

TASK:Conduct and Appearance

OUTLET: The Bar

STANDARD AND PROCEDURE

Hair should be cleaned, In order to give a well

Prepared By: Raj Sultoo

Approved By:Rajesh Kisto

Date: Sep 2014

TASK:Conduct and Appearance

1. Ensuring discreet makeup.

Prepared By: Raj Sultoo

Little jewellery should Professional

Approved By: Rajesh Kisto

Date: Sep 2014

TASK:Conduct and Appearance

Prepared By: Raj Sultoo

The following rules

Prevent bad breath

Prevent bad body odors

Approved By: Rajesh Kisto

Date: Sep 2014

Cleaning of Bar Equipment

TASK:-Cleaning Bar equipments and furniture

STANDARD AND PROCEDURE

Place dirty ashtray on a It is necessary to cover

under To remove residue of

Wipe ashtray with a dry To dry.

Prepared By: Raj Sultoo

Approved By: Rajesh Kisto

Date: Sep 2014

TASK:-Cleaning Bar equipments and furniture

STANDARD AND PROCEDURE

Prepared By: Raj Sultoo

Approved By: Rajesh Kisto

Date: Sep 2014

OUTLET: The Bar

Pour hot water and Hygiene

OUTLET: The Bar

STANDARD AND PROCEDURE

Chairs are arranged In order to have the

Prepared By: Raj Sultoo

For guests comfort.

Approved By: Rajesh Kisto

Date: Sep 2014

OUTLET: The Bar

STANDARD AND PROCEDURE

Prepared By: Raj Sultoo

Ashtrays are placed So that to be easily