BROVAD SANDS LODGE
FOOD AND BEVERAGE STANDARD OPERATING PROCEDURES
2021
F&B – SERVICE SOPS
SOP: WELCOMING THE GUEST
OBJECTIVE: To ensure the guests have a positive first experience
POLICY:
All guests receive a warm and friendly welcome
Acknowledge regular guests
Ensure guest satisfaction is maximised
F&B – SERVICE SOPS
SOP: WELCOMING THE GUEST
PROCEDURE
1. Welcome the guest(s) with a polite and friendly manner.
2. Use positive body language- eye contact, friendly smile, stand up straight.
3. Address them with the appropriate greeting for the time “ good morning/good afternoon/ good
evening”
4. Try to call the guest by his/her name e.g. good morning Mr xxx, how are you ?
5. If the guest is a regular guest/ VIP, greet by name( if known)
6. Check for reservation
7. Politely ask if they have a reservation, if yes, ask the guest’s name and guide her/him to the reserved
table.
8. If no, guide the guest to his/her table.
9. Do not walk too fast when showing the way to the guest.
10. Say to the guest, this way madam/sir with open palms.
11. Once at the table , ask if the table is to the guest’s satisfaction.
SOP: ORDER TAKING ( FOOD)
OBJECTIVE:
To ensure the guests’ food and beverage orders are received politely and as per their requests
POLICY:
All guests’ orders are taken in a timely, polite and accurate manner, following a set of steps to
ensure logical, standardised sequence.
PROCEDURE
Service personnel are to pay attention to the guest’s body language prior to approaching the
table, as this will indicate if the need help or are ready to order e.g. Menu closed, looking
around for staff.
SOP: ORDER TAKING ( FOOD)
SEQUENCE
Approach the table with a smile and a warm salutation:
Have a pen/order pad ready.
Inquire if the guests are ready to order.
Write down the table number, your initials and guest number of guests on each
order.
Take the ladies’ orders first, going clockwise around the table. Take the host’s
order last.
Write the order down with the position number after each item.
Circle all the female position numbers on order pad
Separate each course with a line.
Make suggestions to compliment guest’s meal( i.e. appetizers, salads , wine )
SOP: ORDER TAKING ( BEVERAGE)
Approach the table with a smile and a warm salutation:
Have a pen/order pad ready.
Inquire if the guests are ready to order.
Write down the table number, your initials and guest number of guests on each order.
Take the ladies’ orders first, going clockwise around the table. Take the host’s order last.
Write the order down with the position number after each item.
Each seat whose position is towards the restaurant’s entrance is position one.
Each seat going clockwise is 2,3,4,5…..
Write all orders with position number after each item.
Circle all the female position numbers on order pad
Separate each course with a line.
Make suggestions to compliment guest’s meal( i.e. appetizers, salads , wine )
Upsell house speciality drinks.
Repeat the order back and clarify all special requests.
SOP: UPSELLING TECHNIQUES
POLICY:
F&B employees should proactively look for opportunities to upsell and maximise F&B sales without offending or diminishing
the guest’s experience.
Upselling is a sales technique where the seller induces the customer to buy more, either higher priced items or other added
ones, in the attempt to make more profitable sale.
PROCEDURE
To increase overall revenue ( both food and beverage) through the sale of more items or more expensive items,
improving customer service- by helping guests select a product, the guest can be made aware of the best available
options to the item, resulting in an enhanced dining experience.
Techniques which can be used to may include : recommend specific items by using phrases with impact e.g.
“may I suggest” perhaps would you like to try”. F&B employees must know all the products, prices of products,
cooking technique and origin.
If customers are undecided about wine, suggest a wine appropriate for their needs.
Employees must know the wine list.
Look for an opportunity and time to sale, e.g. when the guest’s drink is ¾ empty, suggest another drink, if the
guest is dining y themselves, suggest wine by the glass.
Speak clearly and in a friendly manner, never be pushy.
SOP: MAINTAIN FOOD HYGIENE STANDARDS
OBJECTIVE: TO PROTECT EACH AND EVERY GUEST’S HEALTH WHEN
CONSUMING FOOD AND BEVERAGE IN ALL SECTIONS
POLICY:
A FOOD MANAGEMENT CONTROL SYSTEM IS TO BE IN PLACE IN EACH F&B
SECTION ( RESTAURANT AND BAR )
PROCEDURE
ESSENTIALS OF FOOD HYGIENE
Keep yourself clean, wear clean clothing
Always wash your hands thoroughly before handling food, after use of toilet, handling
raw foods or waste, before starting work, every break and after blowing your nose.
Tell your supervisor before commencing work, of any skin, nose, throat, stomach or
bowel trouble or infected wound.
Ensure cuts, wounds and sores are covered with waterproof, highly visible dressing.
Avoid unnecessary handling of food
Do not smoke, eat or drink in a food room, and never cough or sneeze over food.
Keep perishable food either refrigerated or piping hot
Keep the preparation of raw and cooked food strictly separate.
Clean as you go, keep all equipment and surfaces clean.
Follow any food safety instructions either on food safety or from your supervisor.
SOP: Grooming
OBJECTIVE: First impressions are important. The employees in the
F&B department should represent a hygienic environment.
POLICY:
F&B staff are to be clean, neat and professional in appearance at all times.
PROCEDURE
UNIFORM
To be worn every time on duty and as per grooming standards
Must be clean and freshly pressed
Name tag must be worn at all times
FOOTWEAR
Non slip shoes with toes covered
Clean and polished shoes
Colour must be appropriate to uniform( black)
HAIR
Clean and well kept
If hair is longer than collar length, must be tied back away from the eyes and face.
JEWELRY
Earrings if must, should be discreet.
No bracelets, necklaces
Wedding rings only permitted.
NAILS
No nail polish
Nails must be short, trimmed and clean
If using hand cream, must be non- grease nature.
KPI- KEY PERFORMANCE INDICATORS –
F&B SERVICE
KPI - PERFORMANCE BASED
PARAMETER WEIGHT
SALES PER COVER( KOT) 30
UPSELLING - UNIQUE ITEMS 40
CLEARED BILLS BY FORTNIGHT 10
ADD ONS 10
GROOMING 5
ATTENDANCE 5
100
