F&amp B Policies &amp Procedure

Oriental Hospitality Consultants – OrientalHospitality.
com
POLICY & PROCEDURE – FOOD & BEVERAGE / RESTAURANT
AGENDA
FB 01 Restaurant – The 50 Service Basics

FB 02 Breakage & Loss Control
FB 03 Children’s Privileges
FB 04 F&B Meeting And Briefings
FB 05 Finishing Off Banquet Event
FB 06 Food Safety Management System
FB 07 Garbage Sorting
FB 08 Guest Relations
FB 09 Cashier Cash Amount
FB 11 Guests Find Undesirable Objects In Food
FB 12 Guest’s Special Food Request
FB 13 Handling Intoxicated Guests
FB 14 Handling Service Accidents
FB 15 Handling Special Requests
FB 16 Hygiene Control
FB 17 Log Book
FB 18 Pets
FB 19 Quality Control
FB 20 Spoiled Wine
FB 21 Staff Beverage Spoilage
FB 22 Staff Complaints
FB 23 Staff Personal Call
FB 24 Teamwork
FB 25 Wet Weather
FB 26 Wine By The Glass
FB 27 Bar Music
FB 28 Bar Music Set-up
FB 29 Notice Boards
FB 30 Notice Boards
FB 31 Guest Names
FB 32 Cold & Hot Towels
FB 33 Hot Milk Options
FB 34 Survival Kit
FB 35 Torches & Candles
FB 36 Thin Red Line - Don’t Interrupt
FB 37 Thin Red Line - Anticipate Guests Mood
FB 38 Thin Red Line - Conversations
FB 39 Welcoming And Greeting A Guest
FB 40 Reading Glasses
FB 41 Pasta Bib
FB 42 Children’s Glasses
FB 43 Guest History
FB 44 Cruet Set Warmer
FB 45 Lady’s Handbag Side Table
FB 46 Set-up Of Service Station
FB 47 Pantry Set-up
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Oriental Hospitality Consultants – OrientalHospitality.com
FB 48 Service Sequence Breakfast

FB 49 Service Sequence Lunch
FB 50 Opening Morning Shift Check List
FB 51 Check Host Attendance
FB 52 Check Host Attendance – Grooming
FB 53 Check Outlet Presentation
FB 54 Check Mice en Place
FB 55 Check Table Set-up
FB 56 Check Buffet Set-up
FB 57 Menu Boards Beverage Lists
FB 58 Check Service Stations
FB 59 Check Reports
FB 60 Conduct Morning Brief
FB 61 Check Cashier
FB 62 Check In Villa Dining, Kitchen & Gardeners
FB 63 Report Verbally
FB 64 Report In Writing
FB 65 Maintenance Issues
FB 66 Notice Boards
FB 67 Orientation & Induction Check List
FB 68 Pool Service
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Department: F&B – Restaurant Ref: FB 01 Page: 1/2
Subject: F&B Basics Date: 01 Mar 2004 Date revised:
Prepared by: Approved by: Approved by:
Resident Manager General Manager

Distribution: Service Division Issued:
Objective
To remember basic F&B service rules
Policy
THE 50 BASICS = WHAT GUESTS GET UPSET OVER MORE THAN ANYTHING
ELSE
When ashtrays have more than 2 butts in them.

When salads are at room temperature.
When water glasses are not automatically refilled.
When hotel food and beverage is served on cold plates or in old cups.
When hot food is not hot and when cold food is not cold.
When the R/S phone rings more than 5 times before being answered.
When a guest gets put on hold for more than 30 seconds.
When dishes or glasses are chipped.
When silver on tables is spotted or tarnished.
When glasses are streaked. ( Hold them up to the light and you will see).
When menus or placemats are ripped, stained or smudged.
When bread or rolls are stale around the edges.
When there are not enough menus for the customers.
When condiment bottles are not full and are coated at the neck.
When guests wait for 3 minutes without having a drink order taken.
When food sits in the window waiting to be picked up. (FOOD = CHEF)
When we run out of china, silver or glass.
When silver is set crooked on tables.
When the tabletop is not picture perfect.
When sugar bowls are dirty inside. ( take the sugar cubes out and look inside )
When salt and peppers shakers are greasy to touch or half empty.
when we run out of any item in any bar or restaurant at any time.
When service personnel have the “I’m doing you a favor” attitude.
When banquetsor coffee breaks start late.
When soft drinks come out of the system “flat”
When debris, bits of paper and food is not IMMEDIATELY picked up from the carpets
or floors in restaurants and bars.
When R/S trays and tables stay on guest floors more than 3 hours.
When restaurants and bars open late or close early. ( Regular hours are printed and posted
all through the hotel and guest rooms ).
When a guest pays top dollar for quality food and beverage and does not get it.
When a guest orders the DESCRIPTION on the menu and gets something else.
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When a guest pays top dollar for sleeping rooms and can’t get a quick, hot, courteous
breakfast the following morning.
When a guest travels all evening to get to the hotel and then can’t get a quick 1st class
sandwich or a couple eggs (HOT AND FRESH).
When guests don’t get seated ; see empty tables and don’t get P.R. or “Strokes” while
they stand in line.
When chairs and booths are dirty, stained or have crumbs on them
When guests who come for breakfast don’t get coffee immediately on being seated.
When R/S says 20 minutes and it takes 30 minutes to get the order.
When coffee is not steaming. (CHECK BANQUETS )
When fruit garnish in bars or R/S is dried out.
When buffet tables or salad bars are not replenished quickly.
When orders arrive and they are incomplete, or service people ask “who gets what ?”
When coffee cups are stained. (Check inside of cups.)
When bud vase water is murky of flowers wilted.
When table or meeting room linens have small boles, rips or burns.
When tables and chairs are wobbly.
When greasy, dirty tags are used to wipe down tables.
When guests do not get recognized by a smile, a hello or eye to eye contact when they hit
the door of any restaurant.
When guests do not think you have tried your very best to please them even if everything
was not perfect.
When guests are on a tight morning schedule and can’t get in and out of the C/S in 25
minutes.
When a guest gets their food check and it is sloppy, wet or stained.
When guests are drinking and have nothing to nibble on.
END
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Subject: Breakage & Loss Date: 01 Mar 2004 Date revised:

Control
Prepared by: Reviewed by: Approved by:
Director F&B Resident Manager General Manager

Distribution: HR, Chef, Restaurant Issued:
Stewarding
Objective
It is the policy of hotel to put into record and monitor each outlets breakage and loss, so
that adequate action can be taken for cost control
Guidelines
1. It is the responsibility of each personnel in outlet to report any breakage and loss.
2. Breakage by any personnel should be recorded in a breakage record logbook together
with the value of breakage
3. The broken and loss control chart should be established in the bulletin board to
reflect the level of breakage and loss.
4. Staffs who persistently continue to break equipment should be duly reprimanded and
corrective action to be taken.
Personnel Responsible
All Outlets Managers

Chief Steward
All Service Associates
END
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Department: F&B - Restaurant Ref: FB 03 Page: 1/1
Subject: Children’s Privileges Date: 01 Mar 2004 Date revised:

Distribution: Restaurant Manager Issued:
Chef
Objective
To ensure the children can take their privileges completely
Policy
Applies for the children in-housel only
1. All buffet and a la carte items are available for children.
2. Special Kids’ menu is designed for children
3. If order is placed from the a la carte menu, only for certain dishes, half portion will be
served
and charged at 1/2 price.
4. Children between 3 to 12 years, enjoy 50% discount on prices.
5. Infant aged 3 and below if free of charge

PERSONS RESPONSIBLE
Food and Beverage Director
Exec Chef
All Outlet Managers
END
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Subject: F&B Meeting & Date: 01 Mar 2004 Date revised:

Briefings

Distribution: All Outlet Managers Issued:
Objective
- To pass on update operational information,
- To follow-upon pending issues,
- To elaborate on guest comments,
- To keep up service standards through regular training sessions and reminders
- To brainstorm on new projects
- To keep-up the spirit and team building exercise
DIVISIONAL MEETING
1. The Food and Beverage Meeting is held at 10:00 am Day off another settle
2. The Food and Beverage Director or the person in charge will conduct this meeting.
3. The Executive Chef, all outlet managers, If then day off their assistants in their
absence, will attend this meeting
PURCHASING COORDINATION MEETING

1. The Food and Beverage Purchasing Co-ordination Meeting is scheduled on weekly
basis on
Fridays 2:15 pm in a private room available.
2. F & B Director, Purchasing Manager, Cost Manager, Executive Chef, and Outlet
Manager will
attend this meeting.
OUTLET MEETING
1. The outlet meeting is held monthly in the outlet according to a schedule issued
monthly. Every
outlet employee should attend this from the service side and the outlet Chef. It is the
responsibility
of the outlet managers to inform all attendees at least 1 week prior to his outlet meeting
and submit his meeting agenda.
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OUTLET DAILY BRIEFING

1. There should be both a pre-meal and post meal briefing in every outlet on a daily basis.
EVENT COORDINATION MEETING
1. Open this meeting with an eye to for the large party preceding that will soon hold the
importance
to moderate, and unify the service process and request.
PERSONS RESPONSIBLE
Food & Beverage Director
Exec. Chef
All Outlet Managers
END
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Subject: Finishing off banquet Date: 01 Mar 2004 Date revised:

event

Distribution: Banquet Manager Issued:
Objective
Finishing off a banquet event
Policy
1. Handle bill
The banquet event is finished off only after confirmed by the organizer, the banquet
manager should proceed as follows:
a. No. of actual guests
b. No. of actual tables
c. Beverage as consumed
d. Other items ( rented electronic equipment.....)
According to event order to confirm all charge items and payment by guest with
cashier.
2. Closing the event
a. Service staff double check service area when guest leave, make sure nothing is left
or damaged.
b. Service leader to give assistance to guests if necessary
c. Clear up
PERSONS RESPONSIBLE
Banquet Manager
Beverage Manager
All banquet service staff
END
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Subject: Food Safety Date: 01 Mar 2004 Date revised:

Management System

Chef
Objective
It is the policy of hotel that hotel should maintain the highest level of standards in food
hygiene and sanitation.
Guidelines
The employee in the hotel will make every effort to embrace the program, and play an
active role in its successful implementation
Exec Chef
All Outlets Managers
END
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Department: F&B - Restaurant Ref: HRM 07 Page: 1/1
Subject: Garbage sorting Date: 01 Mar 2004 Date revised:

Distribution: All Outlet Managers Date issued:
Purpose
The resort and environment needs our support to keep in green and clean!
All garbage must be separated in all departments including engineering, the following
steps must be undertaken to ensure we get green clean and mean!
1. plastic
2. bottles wine and non returnable bottles
3. aluminium tins
4. tins
5. paper – news papers, magazines etc
6. cardboard
7. wet food for the pig man ( we must source a farmer)
8. dry kitchen garbage we can reuse for compost
Back of house should have a collection point and all garbage to me moved in times when
not visible to the guests.
All the above includes staff accommodation and a team set up from our hosts to manage
and monitor this procedure
Signs and correct bins should be purchased; the Chef will be the overall champion in this
field with his team for implementation.
END
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Subject: Guest Relations Date: 01 Mar 2004 Date revised:

Objective
All guests must be served friendly and courteously at all times. No personal questions are
asked.
Policy
1. Call the guest by his/her name with proper title.

2. Record and remember any habit of the guest, serve him/her next time without
asking.
3. Prepare anything that will be needed before the guest come .i.e. give-away for the
lady,
birthday cake for the birthday party, open the old red wine one
hour before the guest comes, …etc
4. Friendly service at all times/smile, eye contact.
5. No arguing.
6. Service beyond and above expectation
7. Polite, respectful.
8. Use guest name.
9. Attentive and anticipate guest needs and wishes.
10. Only say "No" if you are absolutely sure that you can't fulfill such request and
you must
refer and check with your superior.
END
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Subject: Cashier Date: 01 Mar 2004 Date revised:

Distribution: All Outlet Managers
GRO, Cashier
Procedure
1. The GRO’s & Cashier’s will operate in three shifts and the timings of the shift are
as follows:
07.00 am – 16.00 noon

15.00 noon - 24.00 pm
23.00 pm - 08.00 am
2. The front office cashier’s float will be 50,000/- baht in total.
3. A small amount of float can be kept in the front desk and the remaining float
should be kept under lock in the safety deposit locker.
4. At the close of each shift the front office supervisor will print the collection report
from Fidelio and tally the physical cash.
5. The collection should be sealed in an envelope and the denomination of currency

and Traveler’s cheque should be mentioned on the envelope. The supervisor
should also sign on the envelope and drop it in the drop box.
6. A log book should be kept on the drop box. The supervisor should sign the log
book with date and time along with a witness while dropping the envelope in to
the drop box.
7. Excess / shortage to be reported on a daily basis in the front office as well as in

night auditor’s log book. Receipt should be made for any excess cash found and
the shortage should be reimbursed by the cashier.
8. The GRO finishing the shift should log down the denomination of the float before
handing it over to the next GRO. The GRO taking over the shift should count and
sign the log book for agreement. This float also includes the float in safe deposit
locker.
9. The float is subject to surprise check by the Finance department at any time and
excess / shortage will be reported to the General Manager.
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10. F&B outlet cashiers will operate on three shifts. The shift timings are as follows:
06.00 am - 15.00 noon
16.00 noon - 01.00 am
9.00 am - 18.00 pm
11. F&B cashier will operate with a float of baht 2,500/- in each outlet.
12. F&B cashier at the close of each shift will tally the physical cash with the
collection report and seal it in an envelope. The denomination should be
mentioned on the envelope and signed by the cashier.
13. The restaurant cashier should sign the log book kept on the drop box with date
and time along with a witness and drop the envelope in to the drop box.
14. The cashier when finishing the shift should log down the denomination of the
float when handing it over to the next cashier. The cashier taking over should sign
the log for agreement.
15. The floats are subject to surprise check by the Finance department any time.
Excess / shortage will be reported to the General Manger.
16. The GRO’s / Cashiers should have one hour overlapping time in their shift for
proper handover of float, guest folio’s & charge slips all guest related messages
and documents.
17. The general cashier will open the drop box at 8.00 am in the morning every day
and tally the collection with the collection report.
18. The general cashier will then reimburse the front office cashier for shortage in
float for foreign exchange and paid outs.
19. Credit card charge slips should be attached with the respective guest departure
folios or restaurant checks.
20. All paid outs and rebate vouchers should be authorized by the Front Office
Manager and in his absence by the Assistant Front Office Manager.
21. Outlets which do not have POS facility should obtain the signature of the GRO’s
for handing over the checks for posting in to guest folio.
22. Authorization code should be obtained for all credit card settlement before guest
departure. In case of difficulty or denial the Credit Manager / Income accountant
should be informed for assistance.
23. The foreign currency rate to be changed in Fidelio on a daily basis.
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24. All cash advances should be taken from general cashier and IOU from front office
float can be issued only with the approval of General Manager / Resident
Manager.
25. Cash advance against credit card on guest request can be given only with the
approval of General Manager and in his absence with Resident Manager / Front
Office Manager. 5% charge to be added to the cash advance for commission.
26. For foreign exchange conversion 1 bath to be adjusted on the bank rate to cover
the fluctuation gain or loss.
END
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Subject: Guest’s Critiques Date: 01 Mar 2004 Date revised:

( In-House Guest – Outside Guest )

Objective
It is the policy of hotel that Food and Beverage Manger reviews and makes appropriate
action to improve the results of scores for food quality and service from the guest
critiques filled by in-house or outside guests.
Procedure
1) From each cent department guest for collections coming the everyday opinion
should concentrate the F & B office, Be divided by The F & B Director that very
day or the second reviewing, department of measure for The Manager adopting
the cowgirl.
2) The opinion of the monthly guest gathers the analysis, each cent the department
the approval for The Manager with Chef growing must reading and improving
service quantity, then increasing the guest.
F&B Director
Executive Chef
Outlet Managers
END
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Subject: Guest’s Find Undesirable Date: 01 Mar 2004 Date revised:

Object In Their Food

Chef
Policy
Only for the clients in hotel.
Procedure
1) If guest finds undesirable objects in his/her food, i.e. worm, glass, screw, etc.
2) Apologize to the guest and endure he/she was not hurt. Insist to change food item.
3) If guest does not want the same dish any more, offer something else on the menu.
4) Serve the food and thank guest for bringing the matter to your attention. Ensure that
the Exec./ Sous Chef is informed of what has happened. Note that the food with the
objects is not to being charged to guest.
5) An entertainment check to be raised for F&B Manager’s signatory. Report in outlet
logbook.
Outlet Managers
Room Service Order Taker / Captain
All Chefs
END
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Subject: Guest’s Special Food Date: 01 Mar 2004 Date revised:

Request

Chef
OBJECTIVE
Try best to satisfy the clients the special request of food.
GUIDELINES
a) Request for items not on the menu
 Check with Kitchen if they can accommodate. If can be done, ensure of timing
and guest is to be advised on the time required to prepare such dish. In the event
that the kitchen cannot accommodate, suggest what would be the similar dish on
the menu.
b) Request for food from other outlets

 If more the one guest request for food from another outlet, suggest to change
location. If only one dish, guest should be accommodated. Ensure that guest is
served with his/her dish.
c) Request not to have the full buffet
All our buffet are separately priced; for salad, main and dessert. Advise the cashier of
billing instruction. Follow up that the bill is properly charged. (Must have the Manager
approval)
d) Request for new dish combination

 For example: Mixed salad with prawn cocktail dressing, Fish with pepper sauce,
Banana split with pistachio ice cream, etc. Advise kitchen and ensure that
request is accommodated.
 If the request could not be met, apologize to guests.
e) Request for taking away food

 Food ordered from the a la carte menu can be taken away.
 Food from the buffet cannot be taken away.
PERSONS RESPONSIBLE
Exec. Chef
Outlet Managers
All Service Associate
END
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Subject: Handling intoxicated guests Date: 01 Mar 2004 Date revised:

Bar Manager
Policy
Only for the clients in hotel.
Procedure
1. Do not serve any more alcoholic beverages to guest.
2. Call the Manager on duty and report the situation I .e.
3. Approach guest and inform him/her that we would not serve any more alcohol to him
and offer coffee or cold water.
4. If guest become noisy rude or gets physical, call SECURITY, call DUTY
MANAGER for assistance.
5. Once situation is under control, apologize to other guest.
6. Report in the logbook
Personnel responsible:
All Outlet Managers

END
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Subject: Handling Service Date: 01 Mar 2004 Date revised:

Accidents
Director F&B Resident Manager General Manager

Objective
Handling service accidents
Policy
During service, any accident can happen
3) Solve it immediately, i.e. the guest falls on the ground, help him to stand up.
4) Dirty guest dress, wet floor, fire, cuts.
5) Any accident happening during operation must be solved immediately if possible.
If it's above your ability, don't hesitate to report to your supervisor to ensure
causing no complaint or bad comment from the guest.
6) The staff concerned should report to the manager in writing, and an accident
report should then be filled and file to all other department concern.
Outlet Manager
All Service Associate Concerned
END
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Subject: Handling Special Requests Date: 01 Mar 2004 Date revised:

Chef
Objective
All efforts are made to meet our guests' special needs and wishes.
Policy
6) Listen to all special requests attentively and project a positive attitude.
7) If you can, give the guest what he requests
8) If you don't know if you can give it, ask him/her to wait and, immediately, find out.
9) Always try your best to help the guest.
10) For special food or beverage items that are not on the menu, ask you manager how
much to charge.
11) If you cannot respond to the guest's request, excuse yourself and report to manager or
his assistant immediately for a solution, if possible, offer a substitute.
END
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Subject: Quality Control - Date: 01 Mar 2004 Date revised:

Hygiene & Cleanliness

Objective
Always make sure that your working place is clean and tide
Always pay attention to details.
Procedure
Show attention to details take action:

2. When ashtrays have more than 2 butt in them
3. When dishes or glasses are chipped
4. When silverware on tables is spotted or tarnished. (P.3)
5. When glasses are streaked. (Hold them up to the light and you can check the
cleanliness )
6. When menus or place mats are ripped, strained
7. When sugar bowls are dirty inside
8. When debris, bits of paper and food are not immediately picked up from the carpets
or floors in restaurants
9. When chairs and booths are dirty, stained or have crumbs on them.
10. When coffee cups are stained.
11. When vase water is murky or flowers wilted.
12. When table or meeting room linen have small holes, rips or burns.
13. When tables and chairs are wobbly.
14. When greasy, dirty rags are used to wipe down the tables.
15. When a guest gets his/her check and it is sloppy, wet, or stained.
PERSONS RESPONSIBLE
Restaurant Manager
All service staff
END
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Subject: Log Book Date: 01 Mar 2004 Date revised:

Objective
It is the policy of the hotel to ensure smooth communication between F&B outlets,
Banquet and F&B office
Policy
12) The outlet manager should complete the attached F&B logbook at the close of
operation. Once completed, it Is to be sent to room service order taker room. Room
service staff will then send them to F&B office before 8:00 am of each day.
Outlet Managers
Room Service Order Taker / Captain
END
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Subject: Pets Date: 01 Mar 2004 Date revised:

OBJECTIVE
To let guest know the restaurant regulation
POLICY
As a general rule: no pets whatsoever are allowed at any of the outlets.
PROCEDURE
1. Inform guests in a polite and friendly manner of this regulations.
2. Apologize for the inconvenience
3. Offer alternative ( to keep dogs with security ect.)
PERSONS RESPONSIBLE
All Outlet Managers
END
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Subject: Quality Control Date: 01 Mar 2004 Date revised:

Objective
1) Always follow the service rules

2) Always pay attention to details.
3) The restaurant manager oversees each phase of service provided to the customer
Procedure
Guest will be unsatisfied when:
7) When salads are served at room temperature.
8) When hot food and beverage are served on cold plates or in cold cups.
9) When hot food is not hot and when cold food is in room temperature
.
10) When bread rolls are stale around the edges
11) When food sits in the window waiting to be picked up
12) When a guest pays top dollar for quality food and beverage and does not get it
13) When a guest orders the description on the menu and gets something else.
14) When a guest pays top dollar for sleeping rooms and can't get a quick, hot,
courteous breakfast the following morning
15) When guests who come for breakfast don't get fresh brewed coffee if they have to
wait in line for more than 2 minutes, or they don't get coffee immediately on
being seated.
16) When the coffee is not steaming.
17) When fruit garnish in bars is dried out.
END
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Subject: Spoiled Wine Date: 01 Mar 2004 Date revised:

Bar Manager
POLICY
To follow-up on guests requests and concerns
PROCEDURE
1. When the wine served has cork taste/is off/turned vinegar

2. Apologize to the guest and remove glass/bottle of wine.
3. Find out the exact problem, Bartender to taste spoiled wine, to ensure wine is really
spoiled.
4. Inform guest of action, that a new bottle of the same wine will be picked up
immediately.
5. Present new bottle to guest/Pour new glass of wine from new bottle.
6. Open bottle for tasting and check on satisfaction
7. Report in outlet logbook
8. Ensure barman fills up a spoilage report and keep bottle for checking
Note
In certain occasions, the wine may not be spoiled but may have a very strong taste, which
the guest does not like and gives him the impression the wine is off. At this point, we
would have to inform the guest that the wine is not spoiled but has this particular
characteristic. In this case, we would suggest to the guest a wine that would suit his
palate.
PERSONS RESPONSIBLE
All Outlet Managers
END
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Subject: Beverage Spoilage Date: 01 Mar 2004 Date revised:

Bar Manager
OBJECTIVE
It is the policy of hotel the spoilage, breakage are properly credit to the beverage cost.
GUIDELINES
An inventory movement form should be duly completed indicating

- The bar requisition
- The item
- Quantities
- Date of occurrence
- Nature of spoilage / breakage
The bar person should complete the form and pass to the outlet manager or Assistant for
approval Report to DFB approval, it then passes to cost controller.
PERSONS RESPONSIBLE
Outlet Managers
Cost Controller
END
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Subject: Staff Complaints Date: 01 Mar 2004 Date revised:

Human Resources
OBJECTIVE
As a division policy, the Food and Beverage Division encourages an “Open-Door”
policy on handling staff complaints.
To establish a guideline for staff to voice their complaints so as to avoid any forms of
miscommunication
POLICY
1. A staff complaint is defined as any form of grievances, dissatisfaction, personal

problems, etc.
2. Unless the staff complaints cannot be solved at an outlet level, the outlet manager
should bring it
to the attention of the Food and beverage Director.
3. The Human Resources Department will be duly informed by the Food and Beverage
Office if
necessary and their assistance will be sought for any staff complaints, which cannot be
solved at a
departmental level.
PERSONS RESPONSIBLE
Exec. Chef
Outlet Managers
END
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Subject: Staff Personal Call Date: 01 Mar 2004 Date revised:

Human Resources
Objective
It is the policy of the hotel to limit the number of personal calls in outlet so not to
interrupt the guest service.
Guidelines
18) Staff personal calls are strictly prohibited in the outlet during operational hours.
19) The staff that receives a personal call will politely inform the caller that no staff
calls are permitted during operational hours
20) In case of emergency the staff who takes the call will note caller name and contact
number and subsequently inform the staff concerned through the outlet manager.
21) The staff should then ask to be excused from the operation and return the call
using the telephone at back of house.
22)
Outlet Manager
All Service Associate Concerned
Telephone Department To Be Informed
END
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Subject: Team Work Date: 01 Mar 2004 Date revised:

Human Resources
OBJECTIVE
All staff is willing to help and assist all other staff in the hotel at all times.
POLICY
PROCEDURE
1. Know your own responsibilities, understand your job description and understand the
standards
your supervisors expect from you.
2. Always make an effort not only to do your own job well, but also be open and prepared
to help
and assist others
3. Never say, "This is not my job or this is not my section!"
4. Don't wait until you are asked to help, be attentive and assist when you see somebody
needs help.
5. Don't argue with your fellow employees; always look for a friendly solution to
problems.
PERSONS RESPONSIBLE
All team members
END
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Subject: Wet weather policy Date: 01 Mar 2004 Date revised:
F&B Director Resident Manager General Manager

Front Office
Purpose
In the event of inclement weather, the following Action points need to be performed
within the following Food and Beverage Departments. Implementation of the policy
would be directed from Senior Food and Beverage Personnel.
“guests cloths to be offered to be dried in housekeeping”
ROOM SERVICE 1.0
1.1 A larger proportion of ordering would be forecasted for this department upon the
event of Bad weather, resulting action would be re-allocation of staff to this area,
Training in the off season of personnel from Bar to be considered.
1.2 Arrival drinks to be changed to Hot beverages and complemented by the service
of dry towel[GRO].
1.3 Raincoats and umbrellas to be stored immediately on to the room Service Buggies
so they could be offered to guests caught in the bad weather.[Both buggies are to
be available]
1.4 Tray Covers to be used[sourced] to protect food and crockery.
POOL AREA 2.0
2.1 Responsible person to redirect the affected guests to the restaurant area.
2.2 All Umbrellas to be pulled down and removed.
2.3 Basket to be made available to place the wet towels and located within the
vicinity of the pool area.
2.4 All pending food orders to be served in the restaurant and survival kits to be
offered upon their re location to this area.
2.5 Gro’s to be contacted to enquire of possibility of ferrying the guest back to their
villas.
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BAR AREA 3.0
3.1 Survival Kits to be prepared and checked on a daily basis along with an adequate
supply of umbrellas.
3.2 All Blinds to be pulled down as soon as the possibility of bad weather is observed.
3.3 All cushioning from vulnerable areas to be protected and large style covering to
be designed.
3.4 “”Could one GRo Staff member be re located to this area as a controller for the
movement of guests and as a point of contact.
RESTAURANT 4.0
4.1 All Blinds to be down in the main area of the Restaurant and the side section of
the restaurant closest to the Garden to be closed down.
4.2 Small selection of Hand towels to be prepared on a daily basis, for the immediate
drying of hands and face.
4.3 Umbrella stand to be brought to the front area of the restaurant, so deposit of the
wet items can be immediate.
4.4 Buggies to be made available to bring guests back to there room!
Staff to change there wet uniforms as soon as possible
Guests are offered the remainder of there meal to be served in there room if guest
preferred.
END
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Subject: Wine by the glass Date: 01 Mar 2004 Date revised:

Bar Manager
Objective
Each lunch table has a copy of the wine by the glass available on that day nice placed on
the wooden board. The menus are in good condition and on each table.
Policy
 Daily before lunch minimum 4 white wines and 4 red wines are printed on a5 size
paper for
guests to pre-view and order at lunch time with each table a printed a5 menu.
 The page is inserted on the beverage list at the front of the bar list as well as each
table has a
copy on the menu stand.
 You may obtain the copies from the Service Manager or Secretary. Please check the
dates
printed as well as the condition of the pages
 The list is printed and inserted daily not later than 12h00
 The wine by the glass remains on the table till the last guest leaves for lunch
 Alternatively, one white wine may be replaced by a Champagne
 All wines are checked before serving
 On buffet days, the wine by the glass is actively sold to increase beverage
revenue.
 The service host will refer to the wine by the glass when taking the beverage
order.
 A small tasting sample (20ml) is given to the guest to approve the wine before
pouring the wine according to 160ml.
 Champagne is served in a “Champagne Flute”, red wine is served in “Red Wine

Glass” and white wine is served in “White Wine Glass”
 White wine and champagne glasses are served chilled
 “Socks” are put on the base of all wine glasses
- 33 -
 Glasses are being set-up on the table prior to arrival of the wine.
 Wine is of excellent temperature, meaning:

o Champagne at:
o Red Wine at:
o White wine at:
 Rose wine at:
 After the guest has selected their wine, please ensure the following procedure.
1. When the bottle is open already. (if not open, refer to SOP opening a bottle of
wine)
(assuming guest name is Mr. Jones)
(Remember the Thin Red Line before approaching any guests)

a. From the right side of the guest present the bottle with napkin with label
conveniently facing in the direction of the guest’s eyes, not too far and not
too close.
b. Hold the bottle with your left hand, while pointing gently with the right
hand the location of the following information (while verbally explaining)
i. Mr. Jones, this is the “……name of wine…..” (point to the name
of wine)
ii. It is made from “…..grape varieties..…” (point to the grape
varieties printed on label if available)
iii. The wine comes from “……name of country…..” (point to country

printed on label if available)
iv. The vintage is “……vintage……” (point to vintage printed on
label)
v. And the alcohol percentage is “………alcohol percentage….” (turn
the bottle and point to alcohol percentage)
vi. Would this be fine Mr. Jones?
2.
a. Obtain approval. Once approved, pour the other guests (that ordered the
same wine) first starting with ladies first and then the gentlemen. (no need
to follow order of age). The last guest should be the guest that ordered the
wine. If the wine is not approved, ask the guest if he or she wishes to try a
new bottle of the same wine or wants to change to another wine. In both
cases, replace the glass before pouring the new wine.
b. Also inform your restaurant manager to check on the disapproved wine
and verify if the guest was correct. Again in both cases, the guest will not
be charged for non-consumed wine. Corked wines can happen anytime,
anywhere and guests will understand. Wines not up to the standard of
reputation should be double checked. If the second wine is also rejected,
the restaurant manager must be informed to meet the guests.
c. When pouring red wine, ensure a drop-stopper is placed in the bottle.
d. When pouring any wine, always use a cocktail napkin to catch any drops
from falling while pulling back the bottle when pouring has completed.
- 34 -
e. Upon completion of pouring all wines, wish the guest by “Enjoy your
wine(s) Mr. Jones or in case of a group ladies and gentlemen” (only if they
are not in conversation. If they are in conversation, do not say anything)
f. If guests only ordered a glass of wine and no food, serve a cocktail napkin
for each guest. For service in the bar, refer to bar SOP’s for stand-alone
drinks.
g. Upon approval of the guest, you may pour the wine, starting with a tasting
sample of 20ml of the guest that ordered the wine.
Clear all service material quietly and leave the table.
END
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Subject: Bar Snacks Date: 01 Mar 2004 Date revised:

Chef
Purpose
Guests are amazed by the innovative bar hosts and their eye for detail. Each 30 minutes
they receive a different snack in the evening.
Bar Snacks
 Daily from 18h00 onwards, a snack is provided to all guests visiting the bar
 Check any dietary requirements first from the log book before serving the snacks. Offer
alternative snacks in case there are dietary limitations for the guests
 Check guest history in advance and see if there are any comments made on meals / diets
before serving snacks to the guests
 The snacks are changed every 30 minutes as per daily program
 Last snack is served till the last guests leaves the bar
 When the guests are not ordering any more drinks, they may still be served another snack
for the next 30 minute time slot, after that no more till they have ordered their next drink
 The snacks are explained to the guest in a confident and knowledgeable manner
 Pro-active measures
o The schedule is obtained from chefs office well in advance
o All hosts are briefed on the procedure and the snacks
o A daily pre-check at 17h00 with the kitchen to ensure all snacks are according to
schedule
o Crockery and cutlery are prepared in advance to prevent delays
END
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Subject: Bar Music Date: 01 Mar 2004 Date revised:

Distribution: All Outlet Manager Date issued:
Bar Manager
Purpose
Guests always listen to good and suitable music when they visit the bar any time during the day.
A modern selection of music is complied and played in a relaxed atmosphere.
Bar music
 There are pre-set music arrangements available through the cashiers computer for all
bars. The music arrangements (play lists) are checked every day upon workability.
 There must be a minimum of: Morning/Afternoon play-lists and a separate dinner play
lists. Play lists are compiled by the HOD only and cannot be changed.
o Alternatively lists could contain “Jazz” or “Blues”. These are compiled for
special evening and needs to be played according to the roster.
 All play lists Icons are placed on the desktop and can be activated by double clicking.
The application will automatically be loaded.
o Applications might include winamp or Itunes. Itunes would be preferable.
 Please note that equalizer settings or play-lists may not be changed by any hosts other
than the HOD
 Morning music must be played from opening till 12h00

Afternoon music must be played from 12h00 till 18h00
Evening music must be played from 18h00 till end
(morning/afternoon music must be played from opening till 18h00)
 While playing the play-lists, ensure the shuffle mode is on. (i-tunes all settings are
already pre-set, this includes volume, equalizer and fade in-out)
Alternatively, the day music may be combined with compiled tapes from Eva
available at the bar.
END
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Subject: Bar Music Date: 01 Mar 2004 Date revised:

Tunes Music Set-up

Distribution: All Outlet Manager Date issued:
Bar Manager
Purpose
. The music for each outlet is played according to FBS1-004. (see attached)
I –Tunes Music Set-up

 The music arrangements are standard as per FBS1-004 SOP dated May04.
 To start-up I-Tunes:
o On the computers desktop, click on the I-Tunes Icon.
o Should any wizards come-up, press next until the wizard ends and the I-
Tunes browser opens.
o On the main screen, there is a folder on the left side with play lists.
o Click the list with the appropriate timings of this moment.
o Click any track that appears on the right side of the browser
o After this, go to “controls” on the tool bar and ensure “shuffle” is ON.
o Click again on “controls” and select “repeat all”
o Adjust the volume through the sound system and the volume slider on the
computer
o Please do not change any settings such as equilaizer etc as these are already pre-
set. Also all songs are set to play at the same volume and they will cross-fade in
and out automatically. Please do not change any of these settings.
o If I-Tunes is not working, please inform your HOD immediately. Meantime play
manual CD’s till the problem is resolved.
If a message appears to upgrade I-Tunes, click NO. A monthly update will be installed by
- 38 -
I-Tunes Music Set-up -continue
Play list Timings Genre
Daily Music Program

06h00-11h00 Daily Morning Instrumental Daily from 06h00-11h00 Easy listening instrumental
11h00-17h00 Daily afternoon Music Daily from 11h00-17h00 Afternoon chill
17h00-20h00 Daily Cocktail Lounge Music Daily from 17h00-20h00 Sunset Cocktail Music
20h00-23h00 Daily Evening music Daily from 20h00-23h00 Evening music
23h00-close Daily Dance music Daily from 23h00-close Dance music
Special Music Program
On request, Ibiza evening music On request by HOD only Ibiza
On request, Jazz evening music Jazz evening once a week Jazz
On request, Thai Khim On request by HOD only Thai Khim
On request, Late night dance On reguest by HOD only Techno dance
END
- 39 -
Subject: Notice Boards ( and Date: 01 Mar 2004 Date revised:

updating daily )

Distribution: All Outlet Manager Issued:
Objective
All F&B hosts are always well informed on today’s activities and daily matters. All hosts have
therefore a daily opportunity to familiarize him/herself with the operations.
Policy
 The following documents are to be placed daily on the hosts notice boards in the back of
the outlet out of sight of guests, but easy readable for hosts:
o Occupancy list (daily updated)
o Arrival – departure memo (daily updated)
o Messages / memo’s from chefs office (three days, or otherwise advised)
o General memo’s (three days, or otherwise advised)
o Duty roster
o F&B guest activities memo from GRO (BBQ/picnic etc etc)
o Guest history of the guests in-house (until departure)
o Guest profiles (until departure)
o Log with special guest requests / dietary requirements
o Service recoveries (until guest departure)
o Snack rotation roster or other menu / beverages rosters
o Guest photographs with names
o Stock taking schedule
 Everyday, from the opening of the outlet all documents are screened and checked upon
validity. Alternatively, before closing all non-relevant documents are removed and the
next days memo’s are placed instead.
 All documents placed on the boards are to be kept out of guest’s sight and can never be
exposed in public areas as they are confidential.
 Documents cannot be removed by any hosts if not approved by the outlet manager or
assistant.
END
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Subject: Guest Names Date: 01 Mar 2004 Date revised:

Objective
Guests are greeted/addressed by their names by a well groomed service host with proper English
vocabulary in a welcoming manner and with a well-meant smile.
Policy
 All guests are referred to by their names whilst being served in the outlet.
 Upon the first visit, a service host may check the villa number, but will after that
remember the name.
 When the host served the guest for the first time, he or she will introduce him/her self to
the guest and receive the guest name in return.
 The host will refer to the guests by their family name unless guests requests otherwise.
o Also guest history should be checked in case of repeaters or guest profiles are
checked to ensure we address the guests according to their preferences.
 Ideally the guests are served in the outlet by the same hosts throughout their time in the
outlet as well as throughout their stay if possible. (refer to buddy SOP)
 Please note that the following titles could be applicable: Mr. Ms. Mrs. Dr. Professor,
Lord (first name), Lady (family name), Baron, Baroness, Count, Countess, Sir, Her / His
Highness or Honorable. (there are many more possible)
Ensure all hosts are aware of these tittles and their levels of importance.
 Check if the guest history system is online and pictures with guest names and villa
numbers can be retrieved.
END
- 41 -
3Department: F&B - Restaurant Ref: FB 32 Page: 1/1
Subject: Cold & Hot Towels Date: 01 Mar 2004 Date revised:

Objective
Guests receive a cold or hot face towel according to weather conditions to enhance their
experience and fresh-up before their meal / drink
Policy
 As soon as the guests arrives at the outlet and are seated, a cold or hot face towel is
served. (except breakfast only after meal a hot towel)
 Cold towels are served when the weather is hot, Hot towels are served when it is raining
or very windy / chilly. The Service Manager should advise all hosts accordingly.
 Towels are prepared well in advance and are kept ready for use. (Night before)
 All towels are scented with lemongrass essence (according to dosage).
 A hot cupboard with burning fuel or a microwave or a rice steamer is used to heat the
towels. This service must be able to be started within a few minutes when weather
changes.
 (Please refer to face towel preparations for details on preparing the towels)
 Standard Operating Procedure
 Use a tong to place the face towel (rolled) onto a bamboo/wooden tray or on a side plate.
 Approach the guest table and offer them a face towel, always use the tong
 You may say: “Would you care for a nice chilled face towel Mr. Jones”
 Always have a smile!
 Never touch the towel with your hand!!!!!
END
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Department: F&B Ref: FB 33 Page: 1/1
Subject: Hot Milk ( milk options ) Date: 01 Mar 2004 Date revised:

Objective
Guests will receive hot milk when ordering hot coffee or tea
Policy
 When milk has to be served with a hot beverage (coffee or tea, see SOP) the milk will be
served hot.
 Ideally this milk is heated through special milk heaters / boilers rather than using the
steam facility of the espresso machine as this could damage the machine when used
frequently.
 However, in both cases the milk appears fresh, hot and without “skin”.
 When using the steam function on the espresso machine, let a little steam out first when
just switching on the machine to prevent a bad smell coming in the milk.
 Ensure proper cleaning is done for the milk heater / boiler on each shift.
 Alternatively, skimmed milk or soy milk may be offered in case of dietary restrictions.
Please check always the guest history / profile before taking orders.
END
- 43 -
Subject: Survival Kits Date: 01 Mar 2004 Date revised:

Distribution: Pool Manager Issued:
Bar Manager
Objective
Every evening, from sun-set time the bar/restaurant and areas are lit with torches and candles
Policy
 Each outlet has the minimum of the Survival Kit stock mentioned below
o 10 umbrellas
o 10 bath towels
o 12 survival kit t. shirts
 On the opening of the bar and thereafter upon opening of each shift the kits are checked
and replenished. During rainy days, the kit should be more frequently checked and stock
might need to be increased if not sufficient.
 All guests are offered a free t. shirt (survival shirt) if they got wet.
 All guests are offered an umbrella if they do not have any umbrella while leaving the bar
during rain
 All guests are offered a bath towel if they are cold
 All ladies are offered a shawl when they feel cold or wear clothes not covering the
shoulders
 All hosts are trained accordingly, and will ensure this is offered at ALL TIMES
END
- 44 -
Subject: Torches & Candles Date: 01 Mar 2004 Date revised:

Objective
Every evening, from sun-set time the bar/restaurant and areas are lit with torches and candles
Policy
 Every evening the flaming torches (coconut) are at sunset, meaning around 19h00-19h30.
(according to identified locations)
o In case of bad weather (rain or strong wind) the torches may not be lit, however,
mise en place should be kept ready in case conditions improve. Our motto is:
“when the weather is fine, the torches burn, even if it is only for a few minutes”
 All guest tables have a candle lit or alternative device as per standard at the same time
while lighting the torches
 The bar will be set-up with cookie jars in 3 size configurations at each end on the bar.
 Pen torches are kept ready for service and are checked in advance to ensure they are in
workable condition. Batteries are checked as well
 All burning torches (coconut with oil) and all candles are put out upon closing of the bar,
and are collected and kept at a safe location.
 Pro-active measures
o Ensure coconut torches and their stands are available and ready in the afternoon.
Follow-ups with gardening should be done on a daily basis.
o Lighters are sufficient (at least 8 lighters) and available at all times. Also they are
frequently checked upon workability. All lighters are in sand-paper cover without
logo.
END
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Subject: Thin Red Line Date: 01 Mar 2004 Date revised:

Objective
Guests are never interrupted or disturbed while being served. Guests will never feel
uncomfortable as our hosts maintain a perfect distance from the guests, not to close, not to far
away
Policy
When guest service is done with a concern for guest privacy

it leads to customer delight. When it is done without a thought to the guest experience, it leads to
guest dissatisfaction and even irritation.
At .........we would like our guests to feel as if it is their own private home.
To achieve this we should protect our guest privacy.
 While speaking to the guest, keep at least a distance of two feet, whether sitting or
standing.
 Do not intrude on the guest when they are having their meal or in the midst of an activity.
 If there are only a few guests in the restaurant, hosts other than the assigned hosts should
wait in the back area.
 Do not show interest in guest conversation when they are not talking to you.
 Do not discuss with guests about other guests.
 Do not group and hold conversations in guest areas.
 Do not speak loudly in guest areas.
 Do not “hang around” in guest areas when you are not on duty.
 Always be in uniform while approaching the guest.
END
- 46 -
Subject: Thin Red Line Date: 01 Mar 2004 Date revised:

Anticipate Guests Mood

Distribution: All Outline Managers Issued:
Objective
Guests are never interrupted or disturbed while being served. Guests will never feel
uncomfortable as our hosts maintain a perfect distance from the guests, not to close, not to far
away.
Policy
When guest service is done with a concern for guest privacy
it leads to customer delight. When it is done without a thought to the guest experience, it leads to
guest dissatisfaction and even irritation.
At .......... would like our guests to feel as if it is their own private home.
To achieve this we should protect our guest privacy.
1. Do not discuss controversial subjects like religion, Royal Family and politics with guests,
if asked to comment on these subjects do not express strong opinions and be as
diplomatic as possible.
2. Do not find fault or point out mistakes the guest has made during a conversation.
3. As much as possible limit your conversations to our resort & Thailand
4. Always remain calm when a discussion gets heated.
5. Anticipate the guest mood before speaking. Adjust accordingly, for example: Do not
come smiling and very happily to a guest when they just walked into the outlet and got
rained soaked and wet. They might be a little irritated.
END
- 47 -
Subject: Thin Red Line / Date: 01 Mar 2004 Date revised:

Conversations

Objective
To make sure you are professional in all areas of a conversation or discussion, you should
remember the Following
Policy
 Language
Speak English only, and never speak in another language with fellow co-workers during a
conversation with guests.
Example:Sometimes it happens that a guest asks for a table at the Dining on the rocks
Restaurant. If you call to Dining on the Rocks, please make the enquiry in English and
not in a local language or dialect as the guest will not feel comfortable. The operating
language is English
 Tone
Speak with a friendly tone. Never use a monotone when talking to guests. If you use a
monotone, guest might feel that you are not interested in serving them.
 Volume
Adjust your volume level that it suits the environment. Do never raise your voice. Do not
“copy” the guest when they are angry and raising their voice. Stay calm instead and
during dinner time in restaurants you should actually lower your voice volume. Be
careful, whispering is also not allowed as it looks like gossiping.
 Natural Pause
Talk in a very natural pause. Do not rush the conversation, even if you are in a hurry!
 Respect
Show respect to the guest opinion and or religion. Even you might disagree, never voice
this out strongly. Try to avoid the topic and switch to another topic if possible.
 Discreet
- 48 -
Please handle ALL guest information as confidential. Never discus with guests about
other guests. Even if they are famous movie stars, do not discus their details
with other guests. If a guest asks you if a movie star was here, please tell the guest that
this is a privacy matter, and that you are not in the position to discus this.
The in-house guest sheet, and arrival-departure sheets are TOP confidential. Never leave
those documents unattended.
 Responsive
Be responsive to the conversation. Do not say yes yes yes. Try to blend in the
conversation. Of course you must follow what you say, and if you will arrange anything,
you should definitely keep your promise.
END
- 49 -
Subject: Welcoming or Greeting Date: 01 Mar 2004 Date revised:

A Guest

Objective
All guests and visitors to our outlets are welcomed by the Thai welcome phrase “Sawadee Kha/
Khrap” and the traditional “wai”
Policy
 Our operating language is English and this in the only language permitted to speak in
front of guests except while welcoming the guests to the outlet. We welcome our guests
with “Sawadee Kha/ Khrap” and the traditional “wai”
 Greet guests with a warm smile so they feel really welcome
 The same standard applies throughout the day and you should use the guest name as
much as possible; “Sawadee Kha/ Khrap” Mr. and Mrs. Jones
 Never over-greet the guest, and especially not while they have been welcomed once
already and are in the outlet it is not required for each host to greet them while passing
by, except if the guest make eye contact.
END
- 50 -
Subject: Reading Glasses Date: 01 Mar 2004 Date revised:

Objective
Guests with reading difficulties are offered our range of reading glasses available. Guests are
introduced to them in a very discrete manner
Policy
 When a host sees a guest having difficulties in reading the menu, immediately the host
should offer the selection of reading glasses available at each outlet. The glasses are
available in a nice wooden box and range from strength 1, 2 and 3 and in some cases
other strengths as well.
 The glasses should be offered discretely without too much entourage so that guests do not
feel uncomfortable.
 The host should anticipate if the guest has difficulties in reading because of light or other
difficulties.
 All a5 menus (except compendium) should be available in a4 size as well for guests with
limited eye sight. This should be offered as an option in case guests have difficulties in
reading.
o Please note that not all guests have trouble reading because of eye sight
problems, it could also be color blind or insufficient light. Therefore a pen torch
should always be available to be offered to guests on the spot.
 The guests can keep the glasses with them throughout their stay, but it must be logged in
the logbook so we may collect it upon check-out. Also inform the assigned GRO or Mr.
Friday.
 When a guest is using the reading glass service, we should immediately inform all
sections and communicate it to all department hosts to ensure that they are offered the
glasses in each outlet. In addition, this needs to be briefed the next day at the f&b
morning brief
END
- 51 -
Subject: Pasta Bib Date: 01 Mar 2004 Date revised:

Objective
Guests ordering a pasta or noodle dish are offered a pasta buster (pasta bib) to protect their
clothes
Policy
 Guests ordering a pasta or noodle dish are offered a pasta buster (pasta bib) to protect
their clothes.
 The pasta buster is offered in a discrete manner while serving the dish.
 The pasta buster is presented on a small wooden or bamboo tray
 Guests may choose to take one, and may take one from the tray. If the host offers the bib,
a tong is required to pick-up the bib from the tray.
 The host may offer assistance to put the bib on, but please be extra careful as ladies might
not appreciate it so much.
 For children it may be offered on other meals as well and a separate “kiddies buster” is
available.
 For all baby meals it should be offered, regardless the meal.
nd
 When guest refuse the 2 time the pasta buster, this service should not be offered
anymore throughout the guests stay, therefore it should be communicated at the f&b
morning briefing to ensure this policy is in place
END
- 52 -
Subject: Children’s Glasses Date: 01 Mar 2004 Date revised:

Bar Manager
Objective
Children under 6 years of age are being served plastic glasses to prevent them from getting cut
Policy
 All children under the age of 6 years will receive their drinks into plastic glasses.
 Only upon requests of the guests this can be changed into glass.
 In both cases all should be informed in the f&b brief in order to maintain the same
standard across all outlets for each child
 Ideally plastic whisky glasses are served for children, no high ball.
END
- 53 -
Subject: Guest History Date: 01 Mar 2004 Date revised:

Objective
Guests returning to .........resort receive exactly the same standards / personals services as they did
on their last visit at all times. A proper maintained database is maintained in order to ensure all
data is accurate, correct and retrievable.
Policy
As this subject is mainly a training issue, a few lines below to read and understand. Training of
the hosts needs to be done carefully and intensively.
Create Awareness
among the hosts and the importance of the system
Training
Implementation and maintaining the system
Review and update the system and procedures
Spot check and follow-up
Concept of Guest History

The ...... group, and in particular the ........resort, stresses as one of its focal points the importance
of its “personalised service”. The guest history database is the main tool that allows for operations
to be tailor-made for each and every single one of our individual guests. Detailed information
about the guests is taken at any possible moment to be inputted into the guest history database.
This database is then used by the various operational departments to bring up all the available
information on a particular guest. The goal is to improve the quality level of the guest service
being offered (and consequentially the guest experience itself) through a higher level of
personalisation within the service. This guest history database should be seen as the backbone of
the operation of the property as the standard of service experienced by our guests crucially
depends on it.
- 54 -
Guest Profile
When the guest first contacts the hotel for a booking, he or she is sent a form (the Guest Profile
Form), which is subsequently sent back to the hotel (although due to some travel agent and airline
bookings, this is not always the case). This form allows the hotel to have the required information
to register the guest in the system as well as to prepare the check-in before arrival so that the
guest may just sign his or her registration card. Additionally, several other criteria can be found
on this form so as to personalise his or her check-in as well as any preferences within the room
and/or activities.
The criteria within this form must be carefully analysed so as to get the maximum amount of
useful information
Guest history collection Structure
GRO/ Room boy Bartender Waiter/ In Villa Therapist

Bartendy Waitress Dining
Butler
Waiter
1
DH & DR
Restaurant &
Bar Manager
In Villa Dining
Housekeeping Supervisor
GSM Supervisor Spa HOD
Chef/
F&B
EAM
GHO
Inter and Intra departmental guest history communication flow
- 55 -
Housekeeping
Food & Beverage

Barman In Villa
Dining
GHO Supervisor
SPA
DH Waiter DR Waiter
Guest Relations
NAPKINS
CUTLERY TRAY
Procedure
 All records on guests that are served in the outlet are maintained on a daily basis and
logged onto the guest history sheets on a daily basis. Through this system, we can ensure
COASTERS
a complete profile is created with all information. TOOTHPICKS
STRAWS SUGAR
 All information is to be logged (please see form attached) PEPPER MILL
CRUET SET
 Service hosts to be very observant and take good note on each occasion
 All extra information (not directly related to f&b such as feedback on other departments /
areas) are to be logged as well.
 This is repeated every day without fail till check-out
 Frontline hosts are responsible to complete the forms and forward to their supervisor /
section manager who will review each form and edit if necessary. Then it needs to be
signed and forwarded to Chef.
WATER GOBLETS SIDE PLATES
SAUCERS
 A summery is given on the day of check-out and forwarded to chef’s office before 8h00.
Chef will then again check the forms, filter and sign and forward the approved form to
ASH TRAYS
the GM or EAM in the morning brief and return rejected forms back to the sections
COFFEE / TEA CUPS
manager / supervisor for follow-up.
 GM or EAM will again review the forms and then forward it to the guest history officer
who will filter relevant information and pass on the forms on the six-senses guest history
system
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 Subsequently all forms are kept on the notice boards when the guest returns for all hosts
to view. Each outlet manager must ensure the latest version is posted.
 All history data needs to be reviewed and updated and all personal options / setting must
be followed up throughout the guests stay.
 The last assigned host (*) will always be assigned to the guest when the host is at the
resort when the guest returns. This increases the personal service.
o (*) exception incase of absent on the guest last visit, example if guest are four
time repeater and waiter A was assigned on each visit except last visit (waiter B)
due to vacation or leave, waiter A should then again be re-assigned. However, a
careful review of guest questionnaire is important. Maybe the guests preferred
waiter B above A and then assign accordingly.
 Remember that guests occasionally “change their own history”, meaning that they where
vegetarian before and not anymore, or vise versa. Maybe they where wine drinkers on
their last visit but on their current visit they are not drinking etc etc.
 A daily follow up by the section manager / supervisor with the hosts to cross check the
follow-up is in place
 A daily spot-check on the guest names is in place. This could be done during the evening
briefings.
More training tips on the following pages
Training Tips
 Training should begin with an overall presentation of the Guest Awareness program and
stress the importance of it to all the hosts. During this time, the master plan will be unveiled
to show what will effectively change and briefly how and why. The implementation schedule,
to be done in phases, will also be presented at this time. This should also allow us to calm
those who might get confused about the new system as to how it operates as well as those
who might be scared that all the changes will take place overnight. It is also another way of
refocusing on guest awareness on a general note.
 There should be a course for the frontline departments to help their hosts distinguish the
difference between relevant and irrelevant information about the guests. We will need to
emphasize what is the kind of information that we really need. Within this course there
should be some explanation as to what makes a habit. Seeing the guest doing certain things
once or twice (many believe that doing anything twice makes it your favourite activity or
item of consumption) is not enough to classify it as a habit. Additionally, this course should
also try to increase the hosts’ awareness of guest habits, activities, etc.
 There should also be a course concerning suggestive speech techniques. This course’s
objective would be to teach the frontline hosts on ways to ask targeted questions. Questions
whose goal would to get in return some specific kind of information. These questions have to
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be asked in such a way that it not be made obvious to the guest that the questions are
specifically targeted. They should also be asked in ways and at times that don’t bother the
guest. Through this training, we should ultimately be able to get more useful information
about our guests.
 Although this should be part of daily briefings in all frontline departments, it should be
considered to have a course on pro-activity. Many times, many of the frontline hosts wait for
the information to reach them. It would be much more beneficial if we could get the hosts to
go out and pro-actively get the needed information. This particular training should be linked
to the suggestive speech techniques training to achieve the best possible results.
 Advanced English spelling classes and appraisals are in order for anyone who has the
responsibility of entering information into the selected database system. This is to assure that
the information being entered will be understandable to any other host in the company. This
is especially important with all information being entered into the website system.
 Logically, training on the use system is necessary. All hosts having to use the system on a
regular basis should have to go through this training.
 All training courses should have two parts to them. One would entail the induction into the
system and would be as extensive as would need to be to ensure full understanding of the new
procedures and systems. The second part would be a lighter revision style course. To ensure
proper running of the new procedures, it is important that continuous training be done.
END
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Subject: Cruet Set Warmer Date: 01 Mar 2004 Date revised:

Objective
Each guest dining table is always pre-set with a cruet set in good condition. As the coastal areas
are very humid, the salt and pepper shakers will be stored in/on a heating box to ensure salt and
pepper are not getting wet.
Policy
 The cruet sets containing salt and pepper are stored in or on a hot-box device.
o A simple device can be build by wood with a heating lamp inside, or a metal
construction with a burning candle – styrno
 All cruet sets are checked before placing them on the tables. The holes are clean and the
bottom lid is in good condition.
 The cruet sets contain sufficient volume of salt and pepper.
 Pepper and salt meals should be available (if this is not a standard set-up on the tables) in
case the guest ask for this.
END
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Subject: Lady’s Handbag Date: 01 Mar 2004 Date revised:

Side tables

Objective
Each outlet has a few (10) small side tables available to be placed next to the ladies so
they can keep their handbag
Policy
 A small table will be placed when a lady guest arrives with a handbag.
o All chairs should already be modified to contain a wooden peg to hang a
bag or jacket, but the table is additional for bigger bags or bags without
strings
 In all cases, we must prevent bags being placed on the floor / sand
 The tables are build in the similar design of existing furniture or, as per approved
design by Eva.
 Each outlet should have at least 10 tables spare
 Each host is briefed on this service and the location of the tables
 Tables are daily checked upon condition
END
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Subject: Set-up Of Service Date: 01 Mar 2004 Date revised:

Station

Objective
The side and service stations are set-up as per below checklist containing the minimum standards.
Missing items are reported on a daily basis
Policy
Set-up of service Station

The following is a check list of the material you will need during the service. Your service station is
there to help you during service, and so it should have all the material you may need for a
successful service. Your service station should not be overstocked with excess material and should
really only hold the essentials to allow a smooth service. The rest of the material that you may
need should be stocked in the appropriate allocated areas.
Item Side Pantry Buffet Bar

station line
Water goblets Yes

Coffee cups Yes
Cutlery (Knives Forks Spoons Yes Yes
Butter Appetizer Soup Yes Yes
Appetizer Main Cereal Yes Yes
Main Shellfish Dinner Yes Yes
Steak Dessert Ice cream Yes Yes
Dessert Tea Yes Yes
Espresso Yes Yes
Sugar Yes Yes
Ashtray Yes Yes
Salt pepper Yes
Sugar sets Yes Yes
Napkins Yes Yes
Pepper mill Yes
Ice tong Yes
Tooth picks Yes Yes
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Item Side Pantry Buffet Bar

station line
Straws (incase straw falls/split/need to replace) Yes Yes Yes
Menu a la carte Yes
Menu Thai Yes
Captain orders Yes
Water jug Yes Yes
Water jug napkins Yes
Pen Yes
Candles Yes
Anti mosquito incense Yes
AMI fish burners Yes
Ice bucket Yes Yes Yes
Children’s plastic cups Yes Yes
Candle holders Yes
Espresso cups Yes Yes
Tea pots Yes Yes
Coffee plungers Yes
Matches Yes
Lighter with cover Yes
END
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Subject: Pantry Set-up Date: 01 Mar 2004 Date revised:

Objective
 The pantry room is set-up according to the following guidelines.
Policy
Prior to each service, the following tasks need to be fulfilled. The purpose of these tasks are
to allow a smoother service by preparing the pantry and the Hosts for the
scenarios that may arise. There are certain tasks that need to be done at both the
and end of the shift. Some tasks need to be constantly observed, these are the Pantry ground rules
Pantry Basic Rules
The Pantry is not a meeting place!

Do not "group" inside the pantry unless it is for work purposes
Keep the pantry clean at all times

Do not block up work areas
Keep the floor clean
Keep the work surfaces free of clutter
Make sure the Pantry is clean before you finish your shift
Clear away dirty dishes as soon as you bring them in

Scrape remains of food into the bin
Place cutlery into soapy water
STACK plates, bowls, sauces etc
DO NOT STACK mugs, cups, water goblets
Send the dirty plates and cutlery to the stewarding as regularly as possible
Replenish (stock up)

Whenever you have spare time, check that the stock requirements of the pantry are
complete If the stocks are not complete, attend to replenishing (this should be done at
least once per shift, preferably before hand over to the next shift)
Pantry Checklist
 Survival kit is complete, FBS1-009 (10 umbrellas, 10 bath towels, 12 survival kit t-shirts,
3-6 shawls)
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 Notice board, FBS1-005, all documents are screened for validity, Visible are Duty roster
 Reading glasses, FBS1-013, one box of 3 reading glasses
 Pasta bibs, FBS1-014, ensure that Pasta bibs are available at the Pantry
 Guest History Record sheets, g001, ensure that 20 guest history sheets are available in the
pantry
 Cruet set warmer, FBS1-015, (cruets are placed under heat lamps in the kitchen after PM
shift)
 Cold towel fridge is stocked and ready for cold towel service
 hot towel steamer is stocked and ready for service
 Check crockery is stacked in an orderly way
 Check cleanliness of pantry
 Check level of sauces
 Check water and butter reserves.
Tasks Morning shift
 Ensure sugars are filled

 Check with Chef for the lunch menu special
 Complete Notice board duty (FBS1-005)
 Restock on any missing items (cutlery, plates, napkins etc)
 Check that the menus are presentable (no ripped or stained pages, that menu is up to date)
 Check that all cruets are full, clean and well sealed (bottom)
 Water the stones in the wine cellar
 Check that the pepper mills for the service stations are clean and full
 Replenish tooth picks and straws
Tasks Lunch and Dinner Shift
 Double check the Special of the Day as it may have changed since the morning/ midday
shift
 Check that sauces are in new recipients and fully stocked
 Fold the extra napkins so that they are ready for resetting
 Polish the cutlery
 Prepare 2 small sauce tubs of each sauce prior to service
 Restock on any missing items
 Regularly check if the bin is full.
 When possible, help by starting to prepare the breakfast mise en place
(folding napkins, checking the sugars)
At the end of the shift
 Any unused sauces are to be returned to main sauce pot

 Make sure that the sauce pots are cleaned. This means cleaning the outside and the rims
of the pots. If necessary change the pots for clean ones pots
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 Send any remaining dirty items to the relevant departments

 Make sure all surfaces are clean (including sink area)
 Wipe down the front and side of the fridge, open and check for cleanliness
(check for any visible discolourings on the shelving or bad smells)
 If there is any cutlery left over, polish and distribute to the stations
 Check if the bins have been emptied by stewarding, if not, notify them
END
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Subject: Service Sequence / Date: 01 Mar 2004 Date revised:

Breakfast

Objective
Our guests always enjoy consistent service standards for breakfast.
Policy
Breakfast Service Sequence
 Pre-arrival measures
o Each service hosts checks the buddy team allocation
o Once obtained, check villa/guest allocation
o Once obtained, memorize guest names and practice
o Check guest photograph so you can identify the guest instantly
o Study guest profile.
o Study guest history (if any)
o Check on reservations made by allocated guests
o Cross check with the allocated butler for any updates
o Check on preferred signing policy
o Check on special diets
 Service Sequence
o Upon guest arrival the HOSTESS welcomes the guest at the entrance of the
Restaurant. (Greet with a Wai and “Sawadee Ka”) refer to SOP FBS1-012 for full
details
o The hostess escorts the guest to the table of the guests preference
o The hostess invites the guest to seat and helps with the chair, ladies first
o The hostess unfolds the napkin
o Ideally the buddy host should be now at the table as well and upon first visit to
the outlet and meal, the hostess introduces the buddy host to the guest. If not first
visit, the buddy takes over service and greet the guests with a wai and “Sawadee
Ka/Khrap …..guest names……”
o Hostess returns to station
o The host (buddy) will now offer the coffee and tea menu first and take the order.
Also would refer to the a la carte menu items inclusive of buffet and when guest
are ready, can take the order.
o
 Upon first visit.
 Once placed the order, the host returns back to the table and
invites the guests to the buffet. The host will introduce the guest
to all sections of the buffet and give a detailed
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explanation of the items available. Ensure all sections are

covered. Also introduce the guests personally to the breakfast
chef. Leave the guest to choose their buffet items and in
meantime serve house water and their order of coffee and tea.
 Upon return visit.

You do not need to show the buffet again, but you would serve
the guest water and their order of coffee and tea.
o When guests take something from the buffet, our hosts will offer to carry the
plate
o If not done so, take order for other breakfast items such as eggs, pancakes etc.
o Refill coffee, tea and water throughout the duration of breakfast
o Assist guests in obtaining food from the buffet, ask if you may pick-up
something for them or help with making toast.
o Once the guest seems to have completed their meal, You may serve a hot towel.
o Offer tooth picks
o Check ashtray
o Ensure you are aware of the signing preference of the guest and prepare the bill.
If the guest wants to sign their bill, offer the bill only once the guest ask for it,
not before. If the guest does not want to sign for the bill, do not offer the bill.
o When guests wants to leave, kindly escort them and greet them again with a wai
and “Sawasdee Ka/Khrap ….guest name….”
o Reset the table for next guests…..
END
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Subject: Service Sequence / Date: 01 Mar 2004 Date revised:

Lunch

Objective
Our guests always enjoy consistent service standards for lunch.
Policy
Lunch Service Sequence
Task Who
1 Upon guest arrival the HOSTESS welcomes the guest at the Hostess
entrance of the Restaurant. (Greet with a Wai and "Sawadee
Ka") refer to SOP FBS1-012 for full details
2 The hostess escorts the guest to the table of the guests preference Hostess
3 The hostess invites the guest to seat and helps with the chair Ladies first Hostess
4 The hostess unfolds the napkin Hostess
5 Ideally the buddy host should now be at the table as well and upon first Captain
visit to the outlet and meal, the hostess introduces the buddy host to the
guest. If not first visit, the buddy takes over service and greets the guest
with a wai and "Sawadee Ka/Krab… guest names…"
6 Hostess returns to her station Hostess
7 Host pours water and presents the menu Captain
Host will announce the Chefs Special of the day and leaves the guest to
8 choose Captain
9 Host returns after 5 mins to take the order Captain
10 Host places order with kitchen and cashier, note down condiments as well Captain
Host serves the bread and butter (only for western food excluding sandwich/burger orders)
Host will serve the drinks ordered by the guest and removes any excess
11 cutlery FB Runner
Host checks that any necessary condiments are prepared in the Pantry
12 When the food is ready, the host should deliver this to the table, ensuring FB Runner
that the drinks are fully topped up and that the condiments are also
on the table.
Captain / FB
Runner
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13 When the guest has finished eating, the plates should be cleared away.
14 The host should appear with dessert menus and ask if the guests would Captain
care for a dessert. The host should also repeat the Chefs Special dessert
and ask if the guests would care for a tea or coffee.
Captain / FB
15 The host should place the order and then quickly crumb the table and runner
set the cutlery for dessert. If the guest has declined a dessert
then remove the cutlery go to step N°18
16 The host should serve the dessert and the requested tea or coffee FB Runner
17 The host should remove the empty plates. FB Runner
18 Offer tooth picks and warm face towels.
19 Check if the guests are smoking, if so check that they have an ashtray.
20 Place the check discreetly on the guests table. If the guests care to sign the
check then they will. If they do not, then they wont. The host should
NOT WAIT BESIDE THE TABLE, instead the host should continue
with his or her duties.
21 When the guest leaves, kindly escort them to the door and say goodbye with
a wai.
22 Clear and reset the table
END
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Subject: Opening Morning Shift Date: 01 Mar 2004 Date revised:

Check List

Objective
The opening of the shift is standard and always according to our procedures. The outlet is in
100% excellent shape before guest arrives
Policy
Start of Shift: 7h 00 (present 10 minutes prior to start of shift)
Check SOP NR Comment

Topic
N
YES O N/A
CL1.1 Check host attendance Everybody on time, tardiness is reported.
Absence is logged in logbook
CL1.2 Check host grooming All hosts are groomed properly, uniform
is clean and well pressed. Hosts present
themselves showered and shaved with
KOT booklet, wine openers etc etc.
CL1.3 Check outlet presentation Floors, walls, blinds, toilet, champa’s,
windows, lights, fans, plants and general
areas are checked upon presentation
CL1.4 Check table set-up All tables are set-up according to the
standards with complete crockery and
cutlery. Cutlery and crockery is clean and
in top condition
CL1.5 Check buffet set-up All crockery, cutlery and dry set-up is in
excellent condition and complete. The
food is ready to be served.
CL1.6 Check menu boards, All lists are complete, pages look fresh
beverage lists and covers are as per standard. All lists
are arranged at the service stations
CL1.7 Check service stations All service stations are on the correct
location and mise en place is complete
and tidy
CL1.8 Check mise en place All mise en place is already prepared and
ready to be used; Napkins folded, Cutlery
polished, Crockery Cleaned, Coffee
plunger ready etc etc
CL1.9 Check reports Check the pigeon hole for any reports and
messages, room changes, occupancy lists,
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Check SOP NR Comment

Topic
N
YES O N/A
arrival-departure memo’s etc etc
CL1.10 Hold morning brief Maintain the morning brief, 10 minutes
before guest arrives and ensures all staff
are present and briefed on the topics
discussed.
CL1.11 Check cashier Double check if the cashier is on duty,
and if the system net-work is switched on
CL1.12- Cross check the villa dining Just a quick check if the villa dining staff
CL1.14 are on duty and if all is in order
- Cross check the kitchen Just a quick check if the kitchen is OK

and if there is any sous-chef or chef d’
party on duty
- Check gardeners Double check if the gardeners have
cleaned the public areas near the
restaurant, and follow-up if not yet done
before 7h10
CL1.15 Report verbally Any urgent issues that need to be briefed
for the HOD morning briefing will be
verbally discussed with the executive chef
/ executive sous-chef PRIOR to morning
brief
CL1.16 Report in writing Any of the above points that where not
correct will be reported in the captains log
book. The logbook will be updated
immediately after the breakfast has
completed
CL1.17 Maintenance issues All maintenance issues that requires
attention are immediately reported to
maintenance and a work-order is
completed. Urgent orders may go direct to
maintenance without chef’s signature
CL1.18 Update Notice Board All information posted on the notice
board is updated and screened
CAPTAINS COMMENTS LOG:
END
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Subject: Check Host Attendance Date: 01 Mar 2004 Date revised:

Objective
All hosts are reported to work on time and in excellent
Policy
Procedure:
 Shift starts as per duty roster
 Check roster and see if all hosts are present 10 minutes before shift starts
 All hosts are well-groomed
Others
 Tardiness is logged in the captains log book
 Sick leave is recorded and proper paperwork is completed. Hosts must be

recommended to go to the clinic, otherwise sick leave will not be granted.
 Late coming without prior notice must be recorded be the captain on duty,
and hosts will be informed on the spot about the lack of discipline.
 Late coming with prior notice can be approved only the day before, and must
be discussed with the restaurant manager first.
END
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Subject: Check Host Grooming Date: 01 Mar 2004 Date revised:

Objective
All hosts are reported to work on time and in excellent grooming condition
Policy
:
 Uniform is well pressed, clean and in excellent condition
 Facial hair is properly shaved (if applicable)
 Hair is well trimmed and neatly arranged
 Female hosts hair are tight up as per standards
 Hosts carries pen, KOT booklet, wine opener,

lighter with cover and a pen-torch
 Host presents him / her selves happily
 Host appears professional and has

“left his / her personal feelings at home”
 Nails are well trimmed
 No strong odor can be noticed
 Hosts are ready to serve
END
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Subject: Check Outlet Date: 01 Mar 2004 Date revised:

Presentation

Objective
Our guests dine in an outlet that looks well maintained, fresh and crisp
Policy
Procedure:
Check the following areas if there is any damage and inspect on its cleanliness.
 Walls, Ceiling, (Sand) Floor, Tiled Floor, Lights, Fans, Switches, Electrical
Power Points, Cadjan Fencing, Plants, Windows, Toilets, Buffet Tables, Steps,
Doors (swing), ponds, wine cellar and Cabinets
 Check for the survival kits: Clean bath / beach towels (10 no), Clean Umbrella’s
(10 no) and Clean T-Shirts (12 No) in case of rain.
 Inform Maintenance via telephone or walki-talki if there are any urgent requests
to open the outlet, after which you need to complete the work-order.
 Test all the lights and fans and see if they are working properly, after which you
may dim the lights and fans to the required speed or light.
 Check thoroughly the Restaurant Open areas, especially as there could be a lot of
bats or birds droppings there on the tables and chairs. Also insects can be a
problem
 Pest control has sprayed the outlet against insects as per schedule
REMEMBER
 Outlet must look spick and spine
 Outlet must have a fresh odor
Outlet must be noise free
END
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Subject: Check Mice en Place Date: 01 Mar 2004 Date revised:

Objection
Procedure:
 All cutlery is already polished well in advance (night shift or before going home
previous night)
 Napkins, placemats and other linen are ready to be used. Napkins are already
folded and will be used to re-set the tables after the guest have left the tables
(night shift or previous night)
 Coffee plungers are also prepared, as well as the various coffee’s and tea’s
 Water is boiling hot, and ready to be used
 Tray’s are ready, and have a proper under liner
 Check booklets for billing purpose and KOT booklets are conveniently set-up to
replace those rims that are used.
 Butter and jam is well prepared as well as the juices
 Buffet is ready to open at 7h00
 No more hosts are preparing mise en place during service
END
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Subject: Check Table Set-Up Date: 01 Mar 2004 Date revised:

Objective
Guests are always being seated at a correctly set table at all times
Policy
Procedure:
 Tables are at the correct location
 Tables have sufficient space around them to protect guest privacy

 Chairs are complete, and all have proper cushions and seats
(there are no chairs on their own, or tables without chairs)
 Tables have proper breakfast set-up as per picture
 All tables are set-up uniform
 All tables are set stabile and do not wobble
 All tables are properly sanded and clean
 Check the spaces in between the wood table top
 No nails, splinters or wooden connecters are visible or sticking out
 Tables in open areas are also properly set, and frequently checked on its
conditions
 All crockery and cutlery is in top condition, nothing is chipped or dirty.
 All cutlery is properly polished
 All crockery and cutlery have a fresh odor
 Placemats are in excellent condition, stain free.
 Ashtray is clean with fresh sand
END
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Subject: Check Buffet Set-Up Date: 01 Mar 2004 Date revised:

Objective
Buffet is ready to open, all glasses, mugs, cutlery and crockery are rea dy prior to guests arrival
Procedure:
 Restaurant is well sprayed against insects prior to buffet set-up

 Buffet table is clean and neatly organized
 All food items have tongs, spoons or other serving cutlery. (no food can be
presented without)
 Napkins are on standby for the bread cutting board, as well as the knife
 Coffee machines are connected and ready to be used (coffee will be grind just
before the guest arrives)
 The soup stations have sufficient soup bowls, which are presented properly
 Champagne is set-up with ice, and the glasses are polished and properly set-up
 Breakfast plates are set-up at the correct locations
 Menu boards are ready to be presented to the guests
 Lights are switched on at proper volume
 Fans are switched on at proper volume
 Floor is wiped clean, and so the sand floor around the buffet is inspected
 Electric cables are hidden out of guest views
 Water for coffee is boiling in the back of the pantry, ready to be used
 Items in containers or jars are labeled such as milk, juice and jams
END
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Subject: Check Menu Boards Date: 01 Mar 2004 Date revised:

Beverage Lists

Objective
Menu boards and beverage lists are in excellent condition to be presented to the guests. The
menu’s are conveniently arranged at the side stations
Policy
 Menu boards are in proper condition, no wooden splinters are visible
 The pages inside are clean and are not wrinkled
 Beverage list is kept nicely with the coconut ropes
 Pages in the menu’s are tight and solid
 All pages are complete
 Every service station has sufficient menu boards / beverage lists ready
 At breakfast, the a la carte menu is placed on the board and displays all pages.
 Subsequently, after meal period the menus are checked again and please report
any new printing required at the F&B morning brief
END
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Subject: Check Service Stations Date: 01 Mar 2004 Date revised:

Objective
All service stations are set-up properly at the correct location and only have those equipments
available that is required for guest service
Policy
Procedure:
 All service stations are at the correct location
 All service stations do not wobble
 The menu boards, beverage lists and other necessary mise en place is in excellent
condition, ready to be used by the hosts
 The stations are in top conditions, well maintained and well organized
 Also the open air sections have proper side stations
 The service stations are used only for guest service, and not as “clearing table” or
other purpose
END
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Subject: Check Reports Date: 01 Mar 2004 Date revised:

Objective
All reports are collected from the pigeon hole first thing in the morning, and reports are verified
and briefed to all staff
Policy
Procedure:
 On the way to the restaurant, please stop-over first at the front office to check the pigeon
hole.
 Collect the reports, and if not collected the previous night, please double check with the
operator if reports are missing
 Verify the reports against the previous reports, especially check for revisions.
 Analyze the arrival / departure memo and double check if the hosts where on time for the
early check-outs
 Check if there are any special arrivals / meal plans that need to be briefed to the hosts
 Check the no signing option for those guests that do not want to sign the bill and post it
on the notice board in the proper format.
 Please double check if there are any room changes and brief all sections accordingly
 Check the arrival / departure memo daily’s activities section, and verify the memo’s you
got and see if there is any discrepancy. If there is, please cross check with GRO the actual
status.
 Deliver any messages that where in the pigeon hole to the staff (if any)
In the event of missing reports, you may check with the cashier as he / she could print out a copy
directly from the system.
END
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Subject: Conduct Morning Brief Date: 01 Mar 2004 Date revised:

Objective
Before guest arrivals at 7h00, a 10 minute brief is to be held by the captain to brief the
hosts on any special activities or specials of the day
Policy
Procedure:
 After verifying the reports as described in CL1.9, please brief the hosts accordingly
 The briefing must be held PRIOR to guest arrivals at 7h00 (opening of outlet)
 The briefing must not be longer than 10 minutes, and must be held in front of the
main restaurant
REMEMBER
 The briefing must immediately be cancelled if any guest walks-in
 The briefing cannot be held in the back of the restaurant, pantry or kitchen.
 All morning hosts need to attend the briefing as instructed
 All hosts need take note of what is briefed.
 Topics that must be covered are occupancy, arrivals, departures, special diets,
guest names, room assignments, work delegation, work loads, man power and
schedules
END
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Subject: Check Cashier Date: 01 Mar 2004 Date revised:

Objective
Captain will check if the cashier is on duty and if the computer system is working properly,
including its network connection
Policy
Procedure:
 Check if the cashier is on duty
 Check if the computer is switched on, and if the Touch Screen Outlets are working, as well
as de PMS connection is live.
REMEMBER IN CASE OF SYSTEM DOWN
 If the system is not working and the cashier is not on duty to inform the IDS manager
immediately
 Get ready for manual operations, meaning; manual billings and KOT’s.
 Inform accounting, so they could send a cashier or representative to the outlet to assist in
writing the bills
 Instruct staff not to use the Touch Screen outlets and PMS till further notice
 Inform the Service Manager and HOD
END
- 82 -
Subject: Check In Villa Dining Date: 01 Mar 2004 Date revised:

Kitchen & Gardeners

Distribution: All Restaurant Staff Issued:
Objective
As part of team work, we cross check our friendly internal departments to see if they need any
assistance or if all is running smooth.
Policy
Procedure:
 Check if the villa dining is operating properly and if the hosts are on duty.
 Check if they have any problems and offer assistance if they need
 Check the kitchen and see if all hosts are on duty

 As soon as you see that the buffet is not ready in time, please immediately call to
the HOD. This includes chefs on stand-by at the buffet
 Offer any assistance in case the kitchen need any, but do report it in the captains log
book
 Check if the gardeners came to clean the public areas in front of the restaurant.
 If this is not done, please call to Head Gardener via radio
 The gardeners should have completed their job before 6h45
 If this is not done, please report it in the captains logbook
END
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Subject: Report Verbally Date: 01 Mar 2004 Date revised:

Objective
Any urgent issues that require immediate attention must be briefed to the HOD
immediately, prior to the HOD morning brief.
Policy
Procedure:
 Any issues that are of urgent matters, or issues that requires management or other
departments attention must be verbally brief to the HOD immediately, before the
HOD morning brief (8h00)
 Issues may include:
 Host behavior of other departments
 Guest complaints
 Service Recovery
 Problems during operations that involve other departments
 Guest feed backs
 Any updates that the Management needs to know
 Sickness of guests or hosts
 After the verbal briefing to the HOD, please make a report in the captains log
book of the same.
END
- 84 -
Subject: Report in Writing Date: 01 Mar 2004 Date revised:

Objective
Any issues that are not according to the checklists standards, or issues that are not mentioned
need to be logged in the Captains Log Book
Policy
Procedure:
 If there are any standards not maintained and for every “no” on the checklist, a
written report needs to be made. You may complete this in the Captains Log Book.
 Issues may include:
 Host Rosters, and not coming to work on time

 Sick leave, annual leave, absentees
 Grooming standards
 Tardiness
 Special Attentions
 Maintenance Issues
 Incidents
 Service Recovery References
 Issues involving other departments
 Follow-ups for the Service Supervisor and HOD
 Readiness of Outlet
 Guest Complaints / Suggestions / Comments
END
- 85 -
Subject: Maintenance Issues Date: 01 Mar 2004 Date revised:

Objective
All maintenance issues that requires immediate attention need to be solved on the spot by
contacting the engineering / electrician via radio, after which the HOD needs to be
informed
Policy
Procedure:
 Any maintenance issues that result in the outlet not to be ready for service, needs to
be immediately reported to the
 1) Engineering department (verbally)
 2) HOD (verbally)
 3) Service Manager / assistant (verbally)
 After the verbal report, the maintenance work request must be completed, and in
urgent cases it will not require the HOD signature, however, it is required that the
HOD will be informed afterwards.
REMEMBER
 In case of dangerous situations, not to touch anything your self, but wait
for professional assistance from the Engineering department.
 In case of any electrical problems or machine problems, never

touch it your self. You may switch of the main switch.
 Always radio the engineering first, before filling out the work order if the
matter is urgent.
 Inform the Engineering over the radio that the matter is urgent
 Always inform the HOD immediately
 Try to focus on the outlet while engineers will work on the problem, and
try to ensure that service will not be affected.
 Do not cause any panic
END
- 86 -
Subject: Orientation & Date: 01 Mar 2004 Date revised:

Induction Checklist

Objective
Newly joined hosts are properly introduced in the department and will receive a proper training
before any guest contacts
Policy
Orientation & Induction Checklist
For: xxx
Position: xxx
Location: xxx
Starting Date: xxx
Topic Comment HOD HOST
“Dining on the hill” 1. Concept

2. Service System and Standards
3. Set-up and Lay-out
4. Cuisine
5. Daily Menu Concept
6. Spa Cuisine Concept
7. A La Carte
8. Buffet, dinner and breakfast
9. Fellow hosts
“Dining on the Rocks” 1. Concept

2. Service System and Standards
4. Cuisine
5. Set Dinner Concept
6. Table Side Cooking
“Drinks on the hill” and “On the 1. Concept

Rocks” 2. Service System and Standards
4. Beverage (extensive brief)
Wine List & Wines 1. Concept
2. Selection
3. Storage and Maintaining Wines
4. Ordering and Selecting New Wines
5. Service of Wines
- 87 -
Special Beverages / Cocktails 1. Our Selection of various special

beverages eg; Port, Malts, Cognacs etc
etc
2. Cocktail list and concept
Wine Cellar 1. Concept

3. Selection
4. Usage of Cellar
5. Cellar and Guests
6. Wine Tastings & Wine Dinners
Ever ....... So Healthy 1. Concept

3. Selection and Menu
4. Vegetable/fruits used
Vegetable and Fruit Garden 1. Concept

3. Vegetable/fruits planted
4. Guests and the gardens (lunch)
5. Financial benefits
6. Composting
7. Future plans
Villa Dining 1. Concept

3. Villa Service Standards
4. F&B Compendium
5. Various options
6. “Experiences”
7. “No time frame” service
8. Style of production
Picnics 1. Concept
3. Menu’s & Menu Checklists
4. Location options
5. Boat transfers
6. Picnic baskets
Private BBQ’s 1. Concept

3. Menu’s
4. Location options
5. Private Chef and Butler
Cocktail Party 1. Concept

3. Menu’s
4. Private Chef and Butler
Lunch venue 1. Concept
3. Cuisine
4. Interaction Experience
5. Service Standards
6. Chef’s role
- 88 -
Hosts Dining Facilities 1. Host restaurant

2. Concepts and Menu Selection
3. Set-up and Display
Service Recovery 1. Concept

2. Usage
3. Feed Back
4. Actual Events
Empowerment 1. Concept
2. Usage
3. Feed Back
4. Actual Events
Protecting Guest Privacy, Sixth 1. Concept

Sense, Thin red line 2. Training
3. How to Measure
Transformational Thinking 1. Principles
2. Believing
3. Practicing
Other:
TO DO’s
PAT
Daily F&B Briefing
Monthly F&B Meeting
F&B Staff Party
Picture Database
Staff Bar
Breakfast Set-up and selection
Daily changing menu
Cooking class
Welcome amenities
Induction Booklet
Others / General
Resort Orientation
Villa Inspection
Tour around the resort by GRO
Back of the House
Introduction to all departments
and hosts
Spa Orientation
- 89 -
END
- 90 -
Subject: Pool Service Date: 01 Mar 2004 Date revised:

Distribution: All Restaurant Staff Issued:
Objective
Pool Service is very important as many guests spend a lot of their time by the Pool. Our
intention is to Wow the guest and go beyond their expectations. In this respect, the
following minimum standards and procedure shall be implemented at properties with
Pools:
Policy
The Pool/s must always be clean and highly presentable to the guest.
PROCEDURE:
1. Engineering Department staff to deep clean the pool each morning by 8:00
a.m.
2. Staff in charge of pool operations and service must ensure that all the Pool
area is neatly arranged and clean before 9:00 a.m.
3. All sun loungers and fixtures in good order and laid out neatly
4. Sun Loungers are to be laid out with towels and umbrellas opened by 9:00
a.m.
5. Ensure that all sun lounger drawers are clean and that in the left drawer, the
DnD Beads, Pool side menu and Activities list are placed neatly
6. Check that the Beads, Pool side menu and activities list are in good order
7. Pools and surrounding areas must be in thoroughly inspected for cleanliness,
safety and sanitation. All debris e.g. leaves, branches, dirt must be totally
cleared.
8. Guests must be greeted by name if previously known (check In-House Guest
list)
9. If guest is wearing a robe, the Pool Boy should assist and place this neatly
folded on the sun lounger
10. Towels must be unfolded and laid out for the guests.
11. Guests are enlightened about the pool service and system upon arrival
including thoroughly explaining the use of the DnD beads and the availability
of the Pool side menu
12. A fresh cold face towel is presented to the guest upon arrival. For Sonveas,
this is to be accompanied with a complimentary morning or afternoon
smoothie
13. The guest is asked whether he/she would like any food and/or beverage orders
after the initial cold face towels are presented and also to offer guest the menu
if he/she would like to see it
- 91 -
14. Follow the tasks on the check list provided to ensure that sunglasses are
cleaned, spritzers and menus offered, complimentary fruits, sorbets and cold
face towels are given at the time specified.
15. Service to offer sun glasses cleaning must be done with only glass cloth and
spray cleaner on a wooden tray.
16. Spritzers are offered every time an offer to clean the guest’s sun glasses are
made
17. If guest is a smoker, provide an ashtray. Standard is no more than 2 butts in
the ashtray.
18. Service of all food must be done on the In-Villa dining rectangular tray with
the cutlery set on either side of the plate so that the guest can consume the
food while the plate is on the tray itself.
19. Beverages will be served on a coaster on to the tray fixed onto the side on the
pool bed. No glass vessels are to be used at the pool area
20. Every time the pool boy makes his rounds to cater to guests or carry out the
designated tasks he must see to the following:
 Look out for arriving and departing guests and offer the respective
services mentioned above
 Check and remove trash around or in the pool
 Collect dirty towels
 Offer and refill water ice if guests so require
 Check for DnD Beads
 Bring out towels and arrange sun loungers for arriving guests
 Fold and towels robes for guests, place bookmarks for guest’s books that
are open
 Offer glasses and ice for guests that bring their own drinks
 Rearrange chairs and loungers upon guest departure and ensure that the
drawers are cleaned, that the DnD beads and menu are in the drawers,
furniture and umbrellas are in good order
 Move umbrellas from time to time so that the beds are always under the
shade
21. The afternoon offering of fresh cut fruits must be different from the one
offered in the morning.
22. The complimentary sherbet must be changed daily
23. The Pool boy must remove all towels, plates, cutlery and glasses
24. Pool Boys must always be attentive and alert to service guests, see to guest
requests and ensure the enjoyment and safety of the guests
25. All pool boys must be trained and certified in Life Saving and First Aid
For Villas – Additional Standards and Procedures
1. Fresh Fruit smoothies will be provided to all guests complimentary and to

accompany all cold towels offered
2. Sun Tan/Block Lotions are offered to all guests
3. Cold face towels with a smoothie to be served alternatively every half hour
4. Different Smoothies served are to be served in the mornings and afternoons
END
- 92 -
Subject: Beverage Spoilage Date: 01 Mar 2004 Date revised:

Distribution: All Department Heads Issued:
OBJECTIVE
It is the policy of hotel the spoilage, breakage are properly credit to the beverage cost.
GUIDELINES
An inventory movement form should be duly completed indicating

- The bar requisition
- The item
- Quantities
- Date of occurrence
- Nature of spoilage / breakage
The bar person should complete the form and pass to the outlet manager or Assistant for
approval， Report to DFB approval, it then passes to cost controller.
PERSONS RESPONSIBLE
Outlet Managers
Cost Controller
END
- 93 -
Subject: Smoking Date: 01 Mar 2004 Date revised:

GUIDELINES
 What The Guests Expect
 Availability of smoking and non-smoking rooms.

 Reserved areas in all Food and Beverage outlets for non-smokers
 Where smoking is allowed, ashtrays to be clean, of good size and practical
 How To Satisfy – Behaviourally

 Upon arrival, inform guest where they can find the designated smoking areas.
 Inform guest of the visited country smoking laws. E.g. Singapore, Thailand.
 When guest found smoking in non-smoking area, direct him / her in a polite manner
to the designated smoking areas.
 Always appreciate guests’ desire to be seated in either smoking or non-smoking
area – never make customers feel uncomfortable for being either a smoker or non
smoker.
 How To Satisfy – Operationally
 Allocate a minimum of 15 % of total room contingent as dedicated non-smoking

rooms, making sure that it covers all room types including suites.
 Invest in industrial air purifier ( loniser ) to deodorise or eliminate tobacco smell.
 Ensure that all F&B outlets have non-smoking areas, sufficiently ventilated and
when possible physically separated from the rest of the outlet.
 Ensure that all non-smoking rooms / spaces are properly sanitised as and when
needed.
 Ensure that the hotel’s smoking policy and local smoking laws are described in the
guest In-Room directory.
 Clear and visible display of non-smoking signs wherever appropriate or as per local
regulations / laws.
 Support and promote non smoking policy for all guest contact staff other than
during breaks and meals in assigned well ventilated (preferably outdoors) areas.
 Ensure that smoking guest contact staff members regularly brush their teeth and use
mouthwash lotions to overcome cigarette odour.
END
- 94 -
Subject: GM Cocktail Date: 01 Mar 2004 Date revised:

GUIDELINES
 Meet senior management
 All Senior management to attend
 GM cocktails to occur weekly to coincide with early part of most guests’ stay.
 All VIP levels are automatically invited.
 Location to be a hotel F&B facility or public area so as to enable to promote the
event and or hotel facilities. ( avoid Banquet / function rooms not recommended )
 Collect business cards in order to update guest history profile and hotel mailing
lists.
 Each department manager should interact with at least 3 guests.
 General / Deputy manager should meet and greet all guests.
 Each manager should endeavour to find out likes and dislikes of guest. Those
comments should be properly recorded in their guest history profile.
 Guest attendance should also be properly recorded in their guest history profile.
END
- 95 -
Subject: Service Recovery Date: 01 Mar 2004 Date revised:

GUIDELINES
 To receive a prompt reaction and immediate rectification when necessary.

 That what has happened will never recur.
 When the guest expresses dissatisfaction, probe for additional information as

needed.
 Listen to guest carefully.
 Summarise your understanding of the situation and apologise.
 Replace food or beverage without question, at any charge.
 Confirm that the solution is satisfactory to the guest.
 Apologise for the inconvenience caused.
 Inform the Maitre D’/ Restaurant Manager who should make a point of speaking
with the guest and apologising but without taking over unless the situation is
serious.
 Empower staff to resolve situations .
 Food and Beverage Management should follow-up / contact guest who have
expressed their dissatisfaction during their Meal / Drink experience.
 Always refer or report major / sensitive incident to the manager on duty, the
concerned department head and executive management for information and / or
follow-up purposes..
END
- 96 -
Subject: Health Risk, Poisoning Date: 01 Mar 2004 Date revised:

GUIDELINES
 To receive a prompt reaction and immediate assistance when required.

 That the cause of the “illness” to be rectified immediately and not to recur.
 Always acknowledge guests with a reassuring comment even when unable to help
immediately.
 Be apologetic when situations have arisen and never confront guest by implying
that the cause of their bad health condition was their fault.
 Whenever possible deal with the customer “face to face” and do your utmost to
meet with the guest in person preferable away from the public and seated.
 Always refer or report incident to the manager on duty, the F&B Manager and the
Security Officer when necessary.
 Only staff members of the medical profession will declare the exact status of the
guest condition and advise on the recovery procedures.
 All guests should always be escorted to a hospital emergency service or be visited
by a qualified doctor. All rejections will be duly reported in writing.
 All properties should provide customers with a pro forma “Guest incident
/accident declaration report ( to be viewed and approved by hotel lawyer )
 The “Guest incident / accident declaration report should be duly filled in and
distributed for follow up purposes.
 All properties should clearly indicate hazardous areas, disclaimer declarations,

prominently indicate risk areas and safety recommendations by the means of
mobile displays, standard industrial posters, printed material, tent cards, key card
holders and In-Room Service Directory.
 All guests should receive a “get well” card by the hotel General Manager and a
small amenity that complies with the guest condition and should automatically be
“upgraded” to VIP status.
- 97 -
 Show flexibility in meeting medical dietary or other recommendations.

 All properties should have scheduled routine health inspections by a government
certified or accredited government organisation ( as per company policy and local
laws / regulations ).
 ( Food ) samples should be taken for further analysis.
END
- 98 -

F&amp B Policies &amp Procedure

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F&amp B Policies &amp Procedure

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Oriental Hospitality Consultants – OrientalHospitality.

FB 01 Restaurant – The 50 Service Basics

FB 48 Service Sequence Breakfast

Department: F&B – Restaurant Ref: FB 01 Page: 1/2

Subject: F&B Basics Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

When ashtrays have more than 2 butts in them.

Department: F&B – Restaurant Ref: FB 02 Page: 1/1

Subject: Breakage & Loss Date: 01 Mar 2004 Date revised:

Prepared by: Reviewed by: Approved by:

Director F&B Resident Manager General Manager

All Outlets Managers

Department: F&B - Restaurant Ref: FB 03 Page: 1/1

Subject: Children’s Privileges Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

1. All buffet and a la carte items are available for children.

2. Special Kids’ menu is designed for children

4. Children between 3 to 12 years, enjoy 50% discount on prices.

5. Infant aged 3 and below if free of charge

Department: F&B - Restaurant Ref: FB 04 Page: 1/2

Subject: F&B Meeting & Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

PURCHASING COORDINATION MEETING

OUTLET DAILY BRIEFING

EVENT COORDINATION MEETING

Department: F&B - Restaurant Ref: FB 05 Page: 1/1

Subject: Finishing off banquet Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

a. No. of actual guests

b. No. of actual tables

d. Other items ( rented electronic equipment.....)

2. Closing the event

b. Service leader to give assistance to guests if necessary

Department: F&B - Restaurant Ref: FB 06 Page: 1/1

Subject: Food Safety Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

All Outlets Managers

Department: F&B - Restaurant Ref: HRM 07 Page: 1/1

Subject: Garbage sorting Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

Department: F&B - Restaurant Ref: FB 08 Page: 1/1

Subject: Guest Relations Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

1. Call the guest by his/her name with proper title.

Department: F&B - Restaurant Ref: FB 09 Page: 1/3

Subject: Cashier Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

07.00 am – 16.00 noon

2. The front office cashier’s float will be 50,000/- baht in total.

5. The collection should be sealed in an envelope and the denomination of currency

7. Excess / shortage to be reported on a daily basis in the front office as well as in

23. The foreign currency rate to be changed in Fidelio on a daily basis.

Department: F&B - Restaurant Ref: FB 10 Page: 1/1

Subject: Guest’s Critiques Date: 01 Mar 2004 Date revised: