FOOD SERVICE & KITCHEN

BEST OPERATING PROCEDURES (BOPs)

MAY 2009

FOOD SERVICE& KITCHEN BOP
TABLE OF CONTENTS
BOP # / Title / Pages
BAS001
FSK400
FSK401
FSK402
FSK403
FSK404
FSK405
FSK406
FSK407
FSK408
FSK409
FSK410
FSK411
FSK412
FSK413
FSK414
FSK415
FSK416 / Employee Appearance – Uniforms
Greet & Seat Times
Order Taking
Suggestive Selling
Delivery Times
Bill Presentation
Cleaning & Crumbing Down Tables
Cashiering Process
Physical Set-up Service Areas - Restaurant
Food & Beverage Menu Standards
Restaurant Standards – Essential Elements
In-Room Dining / Room Service
Poolside Dining
Kitchen
Cleaning & Sanitizing Food Contact Surfaces & Equipment
Controlling Time & Temperature during Preparation
Purchasing, Handling & Storage of Food
Health & Safety in Kitchen Areas
First Aid Application & Requirements for Kitchens
Appendix FSK407A
Appendix FSK407B
Appendix FSK407C
Appendix FSK407D
Appendix FSK407E
Appendix FSK410A
Appendix FSK410B
Appendix FSK412A
Appendix FSK412B
Appendix FSK412C
Appendix FSK412D
Appendix FSK413A
Appendix FSK413B
Appendix FSK414 / 3
4
5
6
7
8
9 – 10
11 – 12
13 – 14
15 – 18
19 – 20
21 – 23
24 – 25
26 – 29
30 – 32
33 – 40
41 – 44
45 – 47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
PAGE 1/1
BOP#: BAS001 / DEPARTMENT : ALL / AUTHORISED BY:
EFFECTIVE DATE:
JUNE 2009 / TITLE : BAS001 EMPLOYEE APPEARANCE
- UNIFORMS / ISSUE # 1
Policy/Standard /
  • The company shall provide each employee with uniforms every year
  • Employees are neatly dressed and wear clean, properly fitting and maintained uniforms as per brand uniform
  • Every employee must wear a name badge as part of their uniform. Brand Graphic Standards must be followed for name tags. All to include first and last names

Purpose / To maintain an appropriate corporate and hygienic image
Scope / This policy applies to all employees
Responsibilities / Every employee’s responsibility to ensure that a corporate image is maintained
Definition / None
PROCEDURE:
1.0
1.1
1.2 / PRESENTATION AND GROOMING
All employees should ensure that they :
  • Put on branded name badges when on duty
  • Put on clean, well pressed and properly fitting uniform
  • Socks and shoes should be colour coordinated with the uniform and kept clean and polished no open shoes to be worn)
  • Cell phones do not form part of the uniform and therefore should not be used on duty
  • Oral hygiene of the highest standard
  • Deodorants to be used at all times, however perfumes and aftershaves to be used sparingly
  • Pride pins are worn by all employees (following completion of brand service training and probationary period for new employees) – Yes I Can programme
For Ladies :
  • Make up and jewellery should not be excessive only one pair of earring to be worn, rings are only allowed on the ears and fingers
  • Hair styles should be neat and if below shoulder length should be tied up
  • Natural toned hair colour shades
  • Finger nails must be short and well trimmed
For Gentleman
  • Short hair, clean shaven and trim moustaches
  • No dread locks
  • Natural toned hair colour shades
  • Watches and wedding bands only

PAGE 1/1
BOP#: FSK400 / DEPARTMENT : FOOD SERVICE & KITCHEN / AUTHORISED BY:
EFFECTIVE DATE:
JUNE 2009 / TITLE : FSK400 GREET & SEAT TIMES / ISSUE # 1
Policy/Standard / In restaurants, all guests are welcomed at the entrance within 1 minute of arrival. Guests are greeted warmly with good eye-contact and smile.
Purpose / To create a positive and lasting impression of the food and beverage facilities in the eyes of the guest. These interactions would be summed up as the initial food and beverage moments of truth
Scope / This procedure will apply to every potential customer-internal or external.
Responsibilities / Restaurant Manager/ Hostess/ Restaurant Supervisor/Associates/Waiters
Definition / Potential customer/guest – those people who have come to patronize or utilize our restaurant and beverage facilities and or services.
PROCEDURE:
1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8
1.9
1.10 / The Hostess meets the Guest at the Welcoming Desk and confirms the guest reservation.
If no reservation, check the floor plan and table allocation Sheet for availability and assist the guests accordingly.
The waitron assists with coats and luggage and hangs them on a jacket stand provided.
Guests are escorted and seated within 2 minutes of arrival.
The waitron will assist in pulling the chairs out for the Guest and assisting the Guest to be seated.
At lunch, menus are presented within 1 minute of being seated.
At dinner, wine list and menus are presented within 1 minute of being seated.
Table settings are adjusted to the number of guests at the table
At breakfast, guests are presented with a menu within 1 minute of being seated.
Tea/ coffee service during breakfast must be served within 3 minutes unless guest request for a delay on its service
PAGE 1/1
BOP#: FSK401 / DEPARTMENT : FOOD SERVICE & KITCHEN / AUTHORISED BY:
EFFECTIVE DATE:
JUNE 2009 / TITLE : FSK401 ORDER TAKING / ISSUE # 1
Policy/Standard / It is of paramount importance to have a pen and order pad at hand at all times for everyone in food service before taking an order.
Purpose / To provide the highest level of communication between the food and beverage service provider and the guests in order to ensure that guest’s requirements are provided for according to their specifications, ultimately resulting in satisfaction.
Scope / This to be adhered to in all outlets or areas of service
Responsibilities / Waitrons/Restaurant Manager/
Definition / Order taking is the delivery of a specification of products on offer to by guests
PROCEDURE:
1.0
1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8
1.9 / The following actions should be paid attention to when order taking:
  • Record the following details on order pad before going to the table (i.e. date, table number and number of covers)
  • Standing upright on the right side of the guest ask the guests if they are ready to order through the host.
  • Voice should be audible and clear “Are you ready to order, Madam/Sir?”
If Yes:
  • Take the order clockwise ladies first ending with the host
  • Write the order on to the order pad
  • Repeat order back to the guest, to verify correctness of order, ask cooking mode i.e. well done, medium or rare and accompaniments such as sauces, portion size requests
  • Advise guests how long the order will take
  • Fill in the time order is taken (at the bottom of the order pad)
  • Place the order in the kitchen (top copy) and with cashier (duplicate copy) and a fast copy remaining on pad for your use
If using an electronic point of sale – punch the order in the system for transmission to kitchen and cashier.
PAGE 1/1
BOP#: FSK402 / DEPARTMENT : FOOD SERVICE & KITCHEN / AUTHORISED BY:
EFFECTIVE DATE:
JUNE 2009 / TITLE : FSK402 SUGGESTIVE SELLING / ISSUE # 1
Policy/Standard / All servers are trained so that they are knowledgeable of and able to explain the entire menu. Servers are able to make recommendations
Purpose / The purpose is to build the guest’s confidence in the server through menu knowledge and interest in service that will result in an enjoyable outing besides maximizing revenue generation from the same customers through exposing them to the array of offerings and services options available to them.
Scope / Suggestive selling will be undertaken at every food and beverage guest encounter.
Responsibilities / Waiter/Hostess/Restaurant Manager/Supervisor
Definition / Suggestive selling is a process of relationship building with guests through communicating suggestions of the food and beverage products available.
PROCEDURE:
1.1
1.2
1.3
1.4 /
  • Several opportunities will present themselves to servers to undertake suggestive selling to guests
  • Servers are able to make recommendations (Signature dishes, varieties teas and coffees available etc)
  • Servers offer the guests a beverage at all meal periods on the first approach to the table.
  • At breakfast server offers orange juice.
  • At lunch server offers bottled water.
  • At dinner server offers wine, bottled water is offered to the table before leaving with the entree orders
  • The following are examples:
  • When you are asked by a guest for advice of the menu items.
  • When the guest is not sure what to order.
  • When the brand style or strength of a particular product is not specified there should be more up selling of the more poplar and expensive.
  • When clearing the table.
  • When presenting the menus.
  • When serving food.
  • When making conversation with guests.
  • When responding to compliments.

PAGE 1/1
BOP#: FSK403 / DEPARTMENT : FOOD SERVICE & KITCHEN / AUTHORISED BY:
EFFECTIVE DATE:
JUNE 2009 / TITLE : FSK403 DELIVERY TIMES / ISSUE # 1
Policy/Standard / Food and beverage service in restaurants and bars must be delivered within the stipulated course/ meal time frames at all times
Purpose / The purpose is to assure the guest that an efficient and speedy service will be availed at all given times.
Scope / Prescribed delivery times of food and beverage products to guests should be undertaken at all times by all service staff.
Responsibilities / Waiter/Hostess/Restaurant Manager/Supervisor
Definition / These are the prescribed times that food and beverage products should be availed to guests from the time they have been ordered.
PROCEDURE:
1.0
2.0
3.0
4.0
5.0
6.0 / Breakfast course is delivered within 15 minutes of ordering.
Guests are able to complete their breakfast experience in less than 30 minutes start to finish
Lunch course is delivered within 20 minutes of ordering
Dinner entrée is delivered within 25 minutes of ordering
Dessert is delivered within 5 minutes after main meals
In beverage venue, food items (not entrees) are to be delivered to bar/table within 15 minutes of ordering
PAGE 1/1
BOP#: FSK404 / DEPARTMENT : FOOD SERVICE & KITCHEN / AUTHORISED BY:
EFFECTIVE DATE:
JUNE 2009 / TITLE : FSK404 BILL PRESENTATION / ISSUE # 1
Policy/Standard / Bills are presented in a folder. All bills are clean, free of stains and accurate.
Purpose / The purpose is to get payment for the services that would have been rendered and also solicit feedback of the intrinsic value the guest will carry away about the product.
Scope / All food and beverage service areas should adhere to the policy on bill presentation
Responsibilities / Waiter/Hostess/Restaurant Manager/Supervisor
Definition / Bill presentation -The professional, accurate presentation of bills to guests in order to collect payment or charge resident guest accounts.
PROCEDURE:
1.0
1.1
2.0
2.1
2.2
3.0
3.1
3.2
4.0
5.0 / When asked for the bill, promptly deliver the correct bill to the host
Verify with the guest if they are ready to settle the bill in case they want to order something else
Present the bill in a bill folder with a hotel pen that writes, to the right hand side of the guest. The guest should get their bill at the end of their meal service
At breakfast the server places the accurate breakfast bill on the table when the entrée is served or immediately after buffet is ordered
At lunch and dinner the server places the accurate bill once guests have finished dessert and coffee course
Give the host time to prepare the settlement and not to rush them
Meanwhile encourage the guests to make use of Customer Feedback Systems available (i.e. Guest Questionnaires, CFS etc.)
Collect the bill and verify payment at the guest’s table and take it to the cashier for processing
When the guests are departing, pull out the chairs and wish them a good day thanking them for their patronage. (“Thank you Mr X for having breakfast/lunch/dinner with us and enjoy the rest of your day/evening”).
Tables to be re-laid within 3 minutes of the guest leaving.
PAGE 1/2
BOP#: FSK405 / DEPARTMENT : FOOD SERVICE & KITCHEN / AUTHORISED BY:
EFFECTIVE DATE:
JUNE 2009 / TITLE : FSK405 CLEARING & CRUMBING
DOWN TABLES / ISSUE # 1
Policy/Standard /
  • All glasses, dishes and flatware are cleared as courses are finished.
  • Glasses are cleared as guest is finished. Empty glassware is removed before new beverage is served
  • In smoking areas, ashtrays are changed prior to each course and additionally as required
  • Tables are relayed within 3 minutes of departure of diners

Purpose / To avoid overcrowding of equipment on the table and continue to offer professional table settings, so that guests are not inconvenienced as they enjoy their meal.
Scope / All outlets to practice clearing after every course
Responsibilities / Waitron/ Headwaiter/Hostess
PROCEDURE:
1.0
1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8
1.9
1.10
1.11
2.0
2.1
2.2
2.3
2.4
2.5 / CLEARING PLATES

Once EVERYBODY has finished eating, the table is cleared of plates and cutlery, unless the guest has pushed his plate to the side.
When clearing plates they must be removed by hand (never stack plates on a tray) starting with a lady and then going clockwise around the table.
Stack plates into the left hand and scrap all debris onto the bottom plate.
Stack knives and forks onto the bottom plate as well, overlapping the cutlery so that it does not fall off the plate
Clear all plates from the guest’s right hand except side plates that are cleared from the left side of the guest
Do not attempt to carry too many plates at one time
Cups and saucers must be cleared onto a tray
Before serving a course, ashtrays need to be replaced. If we are in a smoking restaurant
All glasses, dishes and flatware are cleared as courses are finished.
Empty glassware is removed before new beverage is served.
After the main course, side plates, bread & butter, salt and pepper and all other condiments are removed.
CRUMBING DOWN
Prepare for crumbing down by placing a serviette on top of a dinner plate.
Use the waiter’s cloth to remove all the food crumbs that had fallen on the table (guest cover place) by neatly and gently crumbing them onto the dinner plate.
As you crumb down the table, bring down the dessert spoon from the top of the cover to the right side and the dessert fork onto the left side of the cover in preparation for the desert course
All tables must be crumbed down after clearing for main course (or cheese course where applicable).
After clearing the table and after the Guest has left, the table is prepared for the next Guest / shift within 3 minutes.
PAGE 1/2
BOP#: FSK406 / DEPARTMENT : FOOD SERVICE & KITCHEN / AUTHORISED BY:
EFFECTIVE DATE:
JUNE 2009 / TITLE : FSK406 CASHIERING PROCESS / ISSUE # 1
Policy/Standard / Each outlet to follow revenue collection procedures and to conduct a shift closure exercise daily.
Purpose / To ensure the closure of each shift at the respective revenue centres and accountability of revenues and takings for the particular shift/ period.
Scope / All outlet cashiers to follow this procedure when cashing up
Responsibilities / Cashier/Food and Beverage Controller/ Duty Managers/Food & Beverage manager
PROCEDURE:
1.0
2.0
3.0
4.0
5.0
6.0
7.0
8.0
9.0
10.0
11.0
12.0
12.1
13.0
14.0
15.0
16.0
17.0
18.0
19.0
20.0
21.0 / The cashier to ensure that sufficient stationery is available always – till and machine rolls, restaurant bills, order pads, reconciliation books, pens, folders and daily summary sheets
Ensure you have sufficient guest supplies – mints, tooth picks, repellents
Bill opening should capture all necessary information – table number, number of covers, date, name of waiter and the ordered menu items
A bill must be produced for each table and placed inside a folder
Upon receipt of payment, the bill must be closed accordingly and any change must be given back
The waitron fills in the guests name, room number and amount, according to their individual room charge receipts onto the reconciliation sheet.
At the end of the shift, ensure that all bills are recorded in numerical order onto the reconciliation book, in the appropriate columns – cash, credit and credit cards ensuring credit card numbers and names are recorded as well.
Remove all the cash from the machine and separate the opening float from the daily cash takings
Total the cash takings and credit takings to achieve a total of sales for the shift. Also indicate the number of covers served on the reconciliation book
Call the Duty Manager to clear the billing machine and confirm that the takings for the day agree with the total posted into the machine
Manager on Duty checks the information against the actual dockets to see that they correspond correctly. Duty manager takes the X reading on the machine as per its manual instruction and compares with the reconciliation details.
Duty manager double checks the cash presented as takings as well as the float ensuring they are balancing. Confirm that all the tables have been closed in the machine and if not investigate why and take appropriate action
Any discrepancies are checked thoroughly before being noted on the report. The departmental head is informed about the discrepancies for further investigations and action.
After balancing the machine readings totals, reconciliation details and the actual cash takings, the duty manager clears the machine by taking the Z –reading as per each machine manual instruction
Duty manager to ensure the cashier has signed the reconciliation sheet before he/she signs it as well. The Z reading is attached to the top copy of the respective reconciliation sheet.
Place the cash takings and the bottom copy of the signed bills into the banking bag together with a copy of the signed reconciliation book
Cashiers then drop their cash-ups in the drop in safe and sign the drop safe register in the presence of duty manager and security.
Take cash, reconciliation sheet and signed bills to the front desk.
Receptionist to acknowledge the bills by signing
Sign for the cash handed over to the front desk cashier in the cash handover book
Cashier to hand over float, unused bills, reconciliation book and other stationery to the incoming cashier or else put back the float in the float bag and surrender the float for safe keeping in the lockable safe in the presence of Duty manager and security.
Lock up all important documents, bills etc after verifying the remaining unused bills.
PAGE 1/2
BOP#: FSK407 / DEPARTMENT : FOOD SERVICE & KITCHEN / AUTHORISED BY:
EFFECTIVE DATE:
JUNE 2009 / TITLE : FSK407 PHYSICAL SET-UP SERVICE
AREAS - RESTAURANTS / ISSUE # 1
Policy/Standard /
  • Every restaurant offers smoking and non smoking sections. It is recommended that the smoking section contain 20% of the available seats.
  • Tables and chairs are clean, well maintained and stand firm/do not wobble thus table wedges required.
  • All items on the tabletop are consistent and cohesive with the theme of the outlet. Dinner tabletop setting is distinguishable from breakfast and lunch