Work it up on your mind when the guest places the order as to which course it is.
Write down the 1st course order along with the cover number at the end
Keep space for the next persons order
Keep a blank space before writing the next course
Keep writing the courses to follow as in the first course
PLEASE TAKE CARE:
Write clearly. Use shortened forms of menu items as agreed with the kitchen
Write down cover numbers against each order
Keep sufficient space to write other peoples orders for the same course
Differentiate each course with a clear star sign
Write down special requests against each item in very clear language and in full terms
Fill up time at the completion of writing the order just before placing in the kitchen
If any special requests have been written inform chef about it
Remember the cover numbers of the tables, as all orders will be taken against a cover number.
If cover numbers are confusing make a remark about the guest. Ex: blue shirt, lady in green top, gent with specs etc…
To have all information filled in the K.O.T. and serve according to it as it does not give a professional look when you place the wrong order on the guest or when the guest has to be asked as to what he/she ordered
PREPARED BY: APPROVED BY: Stefan Schmid
Position: Signature:
Date:
Position:
Director of Food & Beverage
Signature:
Date:
Page 1 of 2
STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 5.09 DEPARTMENT : Restaurant TASK: Order Delivery-Room Service
JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED:
WHAT TO DO HOW TO DO IT WHY
Order taking Check uniform at the beginning of the shift, neat, clean, well pressed, no tears or stains, name badge is worn.
Check items delivered match those ordered. This should be done by the Kitchen staff and Delivery staff.
Ensure a flawless presentation “ Welcome card” and /or Removal card”
Linen, sufficient equipment provided, arrangement, flowers, etc.
Ensure that food is served at the proper temperature, hot food is served hot and cold food is served cold.
Single business women travelers, should receive an “ eminent delivery
“
Announcement call a few minutes prior to0 delivery.
Knock on the door using your index finger or ring doorbell once.
Clearly identify the service: “ Room Service “, Wait 15 seconds before knocking or ringing again.
Greet the guest warmly with a smile using the name “ Good morning, Mr. Miller, may I come in ?”
Ask where they wish to place the tray or table. Place chair near table If appropriate: “ Where would you like me to place your trolley / tray Mr. Miller ?” or “ Would you like breakfast in your room or on the balcony, Mr. Miller ? “
Offer assistance to pour beverages, draw curtains, remove items from Warmer, place napkins on guests‟ lap etc.
Go through the order and point out that instructions have been carried Through: “ May I check your order with you, Mr.Miller, you ordered One continental breakfast with orange juice, lemon tea and some toast.
Confirm satisfaction with the guest.
To serve our guests In a friendly, professional and Timely manner at all times.
PREPARED BY: APPROVED BY: Stefan Schmid
Position: Signature:
Date:
Position:
Director of Food & Beverage
Signature:
Date:
Page 2 of 2
STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 6.1 DEPARTMENT : Restaurant TASK: Order Delivery-Room Service
JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED:
WHAT TO DO HOW TO DO IT WHY
If there is wine, offer to pour and ask the guest to taste it.
Offer to remove any used cups, saucers, trays, cutlery, fruit baskets, etc.
Advise the guest of removal methods when food is delivered:
“ Please call Room Service when you would like your tray to be collected “.
Ask the guest to sign the bill and wish them a pleasant meal:
“ Enjoy your breakfast, Mr. Miller “.
Do all the above quickly, but do not appear to be in a hurry.
Ask if there is anything else that the guest requires.
Leave the room and shut the door quietly.
Pre-ordered continental breakfast service guarantee must be adhered to. If delayed more than 10 minutes after the target time, Order should be rebated in full from guest bill.
If order is delayed, guest should be informed within 20 minutes Of placing the order. Offer apologies and indicate new delivery Time. Always offer an alternative.
If doorknob menu has guest signature no further signature should be asked when delivering breakfast.
PREPARED BY: APPROVED BY: Stefan Schmid
Position: Signature:
Date:
Position:
Director of Food & Beverage
Signature:
Date:
Page 1 of 1
STANDARD OPERATING PROCEDURE
FOOD & BEVERAGE TASK #: 5.10 DEPARTMENT : Restaurant TASK: Menu Presentation
JOB TITLE: All Restaurant Staff EQUIPMENT NEEDED:
WHAT TO DO HOW TO DO IT WHY
Allow the guests some time to adjust, settle down and relax.
Ensure that the menu is clean, no dog ears, no pen or pencil marks, no food stains.
Ensure that you know the daily special
Ensure that the menu is updated
Guest to be seated promptly and according to
reservation
Present Menu Open the menu and offer it to the guests
Inform of special offers; cocktail of the day.
Identify special needs of guests and assist accordingly.
Make suggestions Be ready to make suggestions and assist the guest in selecting menu items.
Inform Menu should clearly indicate which dishes take longer To prepare and the estimated time.
Gusts should be made aware of containing known Ingredients that are the cause of allergies, i.e Nuts, dairy, shellfish, etc.