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Food and Beverage Service – BAR / Lounge SOP – "Greeting gue

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Khrystyne Baclayon

on 8 January 2014

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Transcript of Food and Beverage Service – BAR / Lounge SOP – "Greeting gue

Food and Beverage Service – BAR / Lounge SOP – "Greeting guest upon arrival" & SOP -"Staff Grooming and Hygiene in Food and Beverage department"
Welcome the guest(s) with a smile.
When the guest has been seated by the hostess, approach the table and welcome her/ him with a smile
Greet guest as soon as they are seated.
Introduce yourself by name. Eg: Welcome to (Name of the property / restaurant). I' tell guest about the specials.
Hand washing:
Use warm water
Always use antibacterial soap
Wash for at least 15 to 20 seconds
WASH: palm, nails,wrist, between fingers, thumbs, knuckles
Dry with paper towel or hot air.
Hostess/ Maitre D'
Welcome the guest(s).
When guests arrive, welcome them with the local greeting.
Appropriate greetings:

Use the guest’s name, when know.
Try to call the guest by her/his name : e.g., “Good morning Mr. XXX, how are you?”.
Check for any reservation.
Politely ask if they have a reservation. If yes, ask for the guest’s name and guide her/him to the reserved table.
If no, ask if the guest requires a non smoking table/smoking table/window table.


SOP - Grooming and Hygiene in Food and Beverage Department
Personal Hygiene in F&B department:
Shower daily
Brush your teeth regularly
Keep hair free of lice, dandruff.
Do not chew gum, tobacco
Wash hands regularly
Gargle after smoking and have a breath freshner.
For handlers must:
Be properly clothed in clean clothing
Keep hands finger nails and body clean
Wash hands thoroughly before commencing work, after using the toilet and at the other times.
Wear water proof dressing over wounds

o Guide the guest to her/his table.
o Do not walk too fast when showing the way to the guest. Say to the guest : “This way, Madam/Sir” with palms open.
o Pull the chair out (ladies first).
o Pull the chair out to ease access to the table and push the chair back when the guest is sitting.
o The hostess leaves the table by saying to the guest ; “Enjoy your meal, Madam/Sir/Ladies and Gentlemen”.
Waitress / Waiter
Grooming in F&B Department:
For Gentleman:
Hair
Hair should be combed back, short, well trimmed and should not cover the forehead. It should not be grown below the nape of the neck.
Natural color of hair to be maintained and not be excessively gelled or frizzy.
Sideburns should not be below the middle of ear Moustache and beard
Moustache if worn be well trimmed and not cover the upper lip.
Should be clean shaven on duty. Beard permitted for religious reasons only should be well trimmed.

Nails
Hand and toe Nails be clean and well trimmed. No colour is permitted.
Jewellery
Jewellery must be limited to a minimum
One ring on each hand
Bracelets are not allowed unless for religious reasons.
Metal watches of reasonable size with leather or metal strap to be worn.
Ear rings are not permitted
Breath
Breath must be fresh (no smell of foodstuff, cigarette smoke or alcohol)
Body odour
Ensure that deodorants and/or anti prespirants are used daily to ensure that no body odour is present.
Footwear
Black socks to be worn. Socks be changed daily so that it doesn’t smell
Black shoes with laces to be worn
Safety shoes by company are issued to engineering and Kitchen employees. The same to be worn.

For ladies:
Hair
Hair should be combed back, well trimmed and should not cover the forehead.
Hair should be made into a bun and covered with a net.
Hair length if just upto the nape of the neck could be made into a pony tail.
Hair should not fall below the nape of the neck.
Natural colour of hair to be maintained and not be excessively gelled or frizzy

Face
A light make up of foundation, eye liner be worn. Rouge as per skin tone may be worn.
A neutral or medium shade lipstick should be worn.
Heavy or brightly colored make up to be avoided.
Nails
Hand and toe Nails be clean and well trimmed. If nails are long they should be shaped
Nail polish of neutral or light shades are permitted.
Jewellery
Jewellery must be limited to a minimum. No large or hanging or noisy jewellery to be worn.
One ring on each hand
One simple bracelets or bangle can be worn.
Only one Ear studs to be worn.
Metal watches of reasonable size with leather or metal strap to be worn

Breath
Breath must be fresh (no smell of foodstuff, cigarette smoke or alcohol)
Body odour
Ensure that deodorants and/or anti prespirants are used daily to ensure that no body odour is present.
Footwear
Stockings may or may not be worn with skirts. If worn should be of skin tone and plain in texture. In case of trousers black socks to be worn.
Black shoes with a small heel to be worn. Pencil or high heels are not permitted.
Safety shoes by company are issued to engineering and Kitchen employees. The same to be worn.
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