SOP – Clear Bar Counter, Lounge and table

during service

1. A table that is not properly cleared can easily create a bad impression. One should strive
towards having as few items on the tables possible.

2. Wait to clear glasses and plates until more than one guest at a table is finished, so guests who
are still eating or drinking do not feel rushed.

3. After all guests have finished their course, all plates, cutlery and side dishes related to the dish
must be removed.

4. For removing equipment from the table, the same service rules apply as for serving the items.

5. If the item is served from the right, it must be removed the right. Of course, if the guest is not
easily reachable from that side, one shall collect the items from the other side.

6. After the last course, but before the dessert, all plates, cutlery, condiments. Bread & butter are
cleaned from the table and any crumbs are removed.

7. When a glass or bottle is empty (and there is no refill) they must be removed immediately.

8. All equipment brought to the kitchen will be sorted by the waiters. Glasses will be put in the
appropriate racks, cutlery will be put in a soaking pan, food leftovers will be disposed of and plates
will be stacked for washing.

9. Remove glasses, napkins, food plates and silverware that are not being used.

10. Clear empty plates from the guest’s right with your right hand.

11. If a guest appears to be finished with an item, but the glass or plate is not empty, ask the guest
if you may remove it.

12. Put used glass or plate is not empty; ask the guest if you may remove it.

13. Never stack dirty plates in front of guest, pick them up separately and stack them away from
guest.

14. Pick up any popcorn or snacks on the floor.

15. Changing used Ashtray’s:

16. Turn a clean ashtray upside-down and place it over the dirty ashtray on the bar or table.

17. Pick both ashtray up and place the dirty on your tray or behind the bar, The “capping” method
will prevent ashes from falling on guest, the bar top, or the table as you remove ashtray.

18. Place the clean ashtray back on the table or bar counter.
SOP – Greeting guest upon arrival

1. Welcome the guest(s).

2. When guests arrive, welcome them with the local greeting.

Appropriate greetings:

3. Address them with the appropriate greeting for the time of, as follows: 00.00 – 11.59 - “Good
morning”, 12.00 – 17.59 - “Good afternoon”, 18.00 – 23.59 - “Good evening”

4. Use the guest’s name, when to know.

5. Try to call the guest by her/his name: e.g., “Good morning Mr. David, how are you?”.

6. Check for any reservation.

7. Politely ask if they have a reservation. If yes, ask for the guest’s name and guide her/him to the
reserved table.

8. If no, ask if the guest requires a non-smoking table/smoking table/window table.

9. Guide the guest to her/his table.

10. Do not walk too fast when showing the way to the guest. Say to the guest: “This way,
Madam/Sir” with palms open.

11. Pull the chair out (ladies first).

12. Pull the chair out to ease access to the table and push the chair back when the guest is sitting.

13. The hostess leaves the table by saying to the guest; “Enjoy your meal, Madam/Sir/Ladies and
Gentlemen”.
SOP – Opening routine duties in BAR

1. Switch on the Bar lights, display lights, glass wash machine and plug in all bar electronic
equipment i.e. (Blender, Swirl Machine etc.)

2. Read and check the Log book hand over notes and requisition book.

3. Check the Bar counter, sink, utensils and fridge.

4. Clean up spills with the damp cloth, followed by a dry cloth. Do not user a linen napkin to clean
up spills. Use only designated cloths or cleaning towels.

5. Report stained or damaged upholstery or carpeting to Housekeeping / Maintenance

department.

6. Move and adjust tables and chairs as needed.

7. Ask the housekeeping department to vacuum the BAR lounge thoroughly.

8. Wipe all tabletops with a damp cloth and sanitizing solution followed by a dry cloth.

9. Place a new candle in each candle lamp as needed, or refill lamps using liquid fuel. Make sure that
wicks are in good condition.

10. If the lamp uses gas, then make sure there are no open flames near you while you are filling
lamps.

11. Brass and silver rims of the lamps has to be polished if necessary.

12. Check flower arrangements and make sure the vases are clean and flowers and greenery are
fresh and neatly arranged.

13. If the hotel uses artificial flower arrangements then, make sure that they are free from dust.

14. Adjust the drapes and blinds. Make sure that they are hanging neatly. If required adjust them to
get the best appearance.

15. If there is any food residue or stains on the drapes and inform Housekeeping immediately so
they can do the required cleaning / replacements.

16. Place clean ashtrays on tables in the smoking section. Place a fresh, closed book of matches in
each ashtray.

17. Check all billing stationary, equipment, POS terminals and printers are in place and working
properly.

18. Set up the Bar counter, displays, tent cards, tissues, Bar table mats, display and pouring bottles,
speed rail.
19. Pick up all stocks that had been requested yesterday.

20. Clean and wipe all the new stocks and replenished the fridge, store cabinet. Always follow
F.I.F.O. Standards.

21. Clean and wipe all the glasses “No water spot should be visible”

22. Re wipe all the bottle displays, wine rack, draught taps etc.

23. Prepare your garnishes, fruits and refill your Bar organizer.

24. Make the opening inventory so you can double check the availability of your stocks and
expiration.

25. Re check all your routine/checklist and you’re ready for operation.
SOP – Suggestive selling and upselling in BAR
1. Be enthusiastic- It’s easier to sell something which you are excited about.

2. Make beverage sound appealing – Eg: user words like “fruity”, “Icy” and thirst quenching” etc.

3. Find out if guests are in a hurry or only have time for a quick drink; whether they like sweet or
tart beverages etc.

4. Offer a choice: “ Would you like Smirnoff’s or Absolute in your vodka and tonic?

5. Check with the Outlet Chef for any daily specials and their specific ingredients.

6. Recommend to the guest(s) any special dishes that were defined during the preceding briefing,
and describe the ingredients used :

7. Suggest the unusual

8. Suggest beverages and foods that naturally go together. Eg: Beer and Pizza, wine and cheese,
margaritas and nachos.

8. If the guest is not convinced, make another suggestion (one item only).

9. Always ask for the sale. After you suggest and describe a beverage, ask if the guest would like to
try it.

10. If the guest still does not respond, tell her/him: “I will be back shortly.
SOP Bar opening checklist
1. Melt any remaining ice from the prior night with hot water
2. Wipe out sinks/bins/wells that contained old ice
Fully stock your ice bins with fresh ice
3. Cut all fresh fruit needed for garnishes and making drinks (limes, lemons, etc.) and display in
clean containers
4. Check dates on remaining fresh-squeezed citrus juices
If older than two days, discard
5. Squeeze fresh citrus juices (if needed)
6. Take note of what you’ll need for backstock of liquor
7. Stock your shelves, fridges, and wells behind the bar
8. Check on keg levels and make note of what might ‘kick’ during the shift
9. If necessary, have a backup keg ready to go and inform management and the rest of the staff
about the possible change
Cleaning & Setup
10. Set up any service bars for drink service with bar mats, speed trays, straws, picks, stirs, bar tools,
etc
11. Wipe down the bar top and stools with sanitizer and let air dry
12. Fold napkins or create roll-ups with polished silverware and make sure you have enough for
each bar seat for opening, plus two full turns of your bar seats
13. Get into uniform and make sure you have a speed opener, wine key, pens, and a lighter on hand
Bar closing checklist
1. Wipe down any bottles you have used throughout the shift with a clean, warm towel
2. Place any remaining fresh fruit/juices into to-go containers labeled with that day’s date
3. Wipe down your draught beer towers with a clean, warm towel and use a keg-line brush to clean
out the ends of the taps themselves
4. Wipe down the bar top and stools with sanitizer and let air dry
5. Cap each tap with a rubber faucet cap to protect overnight
6. Put any remaining garnish into their original containers, or clean to-go containers labeled with
that day’s date to store until the next day
7. Gather any remaining dirty linen (napkins, rags, etc.) and discard in the linen bucket
8. take out all trash and recycling, leaving bins empty
Break down your service bars, and run everything through the dishwasher (garnish containers,
shakers, jiggers, etc.)
9. Stock your fridges with any spirits, beer, or wine that would need to be chilled before the next
service
10. Place all unused linens and/or silverware roll-ups into a bin or cabinet to be used again
Stock the walk-in with any kegs that may need to be chilled before the next service
SOP offers other drinks to guests
1. Suggest another beverage when the guest’s glass is one-half to three-quarters empty.

2. Always count the number of alcoholic beverages each guest has.

3. Provide complimentary snacks like nuts or other high-fat snacks to slow absorption of
alcohol into the blood.
https://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-in-hotels/f-and-b-service-
sop/221-drink-reorder
4.6.1

Table 4.3.1 SOP Pelayanan di Restoran

Posisi: Pramusaji Tugas 1

Outlate: Restoran Tugas:
Judul Pekerjaan : memberikan Pelayanan di Peralatan yang diperlukan:pulpen,
Restoran. buku order, dandaftar menu.
Apa yang harus dilakukan Cara melakukannya Mengapa
1. Untuk memahami dan 1. Senyum, ramahdansopan Untuk
mengetahui tata cara 2. Mempersilahkantamumasuk memberikan
memberikan pelayanan di 3. Mengucapkansalam pelayanan
restoran. 4. Mempersilahkantamududuk yang terbaik
2. Untuk melaksanakannya dan mencarikantempatnya. kepada tamu.
setiap hari 5. Menawarkan menu dan harus
padasaatoperasionalberlang meyakinkan tamu Untuk
sung. 6. Mencatat apa yang dipesan memberikan
oleh tamu dengan jelas kepuasan
7. Membaca kembali apa yang kepada
dipesan oleh tamu sebelum pelanggan
meninggalkan tempat dalam
8. Mengontrol kembali pesanan pelayanan di
dari meja ke meja restoran.

9. Menawarkan kepada
pelanggan untuk menu
tambahan
10. Sebelum pembayaran, harus
di cek terlebih dahulu menu
tambahan
11. Sebelum menghitung, baca
kembali pesanan kepada
tamu
12. Mengucapkan terimakasih
dan salam serta menawarkan
untuk dating kembali
13. Waitress harus kembali ke
posisi semula

Disiapkan Oleh:lisnaheryantigultom Disetujui Oleh: arum sari

Posisi: captain pramusaji Posisi: manager FnB
Tanggal: 3 September 2019 Tandatangan:
Tanggal: