…..

Service built by miles

TABLE OF CONTENTS
INTRODUCTION 2
INTRODUCTION

SOP - SERVICE
SOP 1: F&B rules & regulation……………………………………………………………….………..6

SOP 2: Global Attitude ………………………………………………………….……………………...8

SOP 3: Magnificent Seven Service Signals……………………………………….………………10

SOP 4: Grooming standard ……………………………………………………………………………14

SOP 5: Uniform standard……... ………………………………………………………………………16

SOP 6: Interacting with Guests……………………………………………………………………….17

SOP 7: Disabled Guests……... …………………………………………………………….………….18

SOP 8: Mise en plus.... …………………………………………………………………………………19

SOP 9: Welcoming a guest….. ………………………………………………………………………..21

SOP 10: Guest with a coat ...…………… …………………………………………………………….22

SOP 11: Presenting the menu …………………………………………………………………………23

SOP 12: Selling daily special …………………………………………………………………………24

SOP 13: Order taking policies and procedures …………………………………………………...25

SOP 14: Cutlery change………………………………………………………………………………..27

SOP 15: How to serve sparkling & still water………………………………………………………28

SOP 16: How to serve beer…………………………………………………………………………….29

SOP 17: Wine service ………………………………………………………………………………….30

SOP 18: How to open a bottle of champagne ………………………………………………………32

SOP 19: How to serve tea ……………………………………………………………………………..34

SOP 20: How to serve coffee …………………………………………………………………………35

SOP 21: Bar beverage service …………………………………………………………………………36

SOP 22: Breakfast service standards…………………………………………………………………39

SOP 23: Breakfast table set up ……………………………………………………………………….42

“No race begins at the start line.” Haile G/Silasse 1 SOP-Food & Beverage .Dep
 …..Service built by miles

SOP 24: How to clean a table …………………………………………………………………………43

SOP 25: Giving check …………………………………………………………………………………46

SOP 26: Guest leaving restaurant……………………………………………………………………47

SOP 27: Preparing soiled linen……………………………………………………………………….48

SOP 28: Room service standard………………………………………………………………………49

SOP 29: Room service order taking procedure………………………..……………………………50

SOP 30: Room service delivery timing..............................................................................................52

SOP 31: Room service Order preparation……………………………………………………………53

SOP 32: Serving food in the guest room……………………………………………………………..54

SOP 33: Room Service in Room Delivery…………………………………………..........................55

SOP 34: Room Service clearance……………………………………………………………………...57

SOP 35: Wiping Cutlery……………………………………………………………………………….58

SOP 36: Cleaning Crockery……………………………………………………………………………60

SOP 37: Wiping glasses………………………………………………………………………………...62

SOP 38: Complaint Handling procedure…………………………………………...........................64

SOP 39: F.A.Q…………………………………………………………………………………………...65

SOP 40: Answer the phone from outlets……………………………………………………………..67

SOP 41: How to stock a fridge………………………………………………………………………...68

SOP 42: Banqueting set-up…………………………………………………………………………….69

SOP 43: Fire Safety……………………………………………………………………………………...71

SOP 44: Seating Capacity………………………………………………………………………………73

SOP 45: M&E Standards…………………………………………………………...............................74

SOP 45: STEP OF SERVICE…………………………………………………………………………… 75

SOP 46: RS Welcoming VIP’s &Amenities………………………………………………………. 77

SOP 47: Spoilage Report……………………………………………………………………………….80

SOP 48: Dos & Don’ts………………………………………………………………………………….82

SOP – KITCHEN

“No race begins at the start line.” Haile G/Silasse 2 SOP-Food & Beverage .Dep
 …..Service built by miles

SOP 1: Global Attitude………………………………………………………………………………...82

SOP 2: Kitchen Rules and Regulations ……………………………………………………………..84
SOP 3: Behavior in front of guests ……………………..………………………............................86
SOP 4: Menu design & planning ………………………………………………………………….87
SOP 5: Preparation before & during Service……... ……………………………………………….88
SOP 6: Food Stores Management…………………………………………………………………….90
SOP 7: Kitchen Hygiene ……... ………………………………….…………………………………..93
SOP 8: Kitchen Closing Duties.... ………………………………………….….…………………….95
SOP 9: Staff Canteen Meals ….. ………………………………………………….………………….96
SOP 10: Staff Canteen transfer...…………………… ……………………………………………… 99
SOP 11: Fridge temperature checklist ………………………………………………………… 99
SOP 12: Wastage Recording ……………………………………………………………………… 99
SOP 13: F&B Costing Procedure ………………………………………………….……………… 102
SOP 14: Receiving Deliveries …………………………………………………………………… 101
SOP 15: Reporting Employee Illness and Injury …………………………………………… 102
SOP 16: Equipment Receiving …………………………………………………………………… 104
SOP 17: Food Safety Checklist…………………………………………………………………… 105
SOP 18: Damaged Return log………………………………………………………………………109
SOP 19: Chefs Hand over checklist……………………………………………………………… 110
SOP 20: Wastage Sheets………………………………………………………………………… 111
SOP 21: Cleanliness on the Job…………………………………………………………………… 112
SOP 22: Cooling Potentially Hazardous Foods………………………………………………….114
SOP 23: Kitchen Staff Training…………………………………………………………………….116
SOP 24: Tasting of Food in the Kitchen…………………………………………………………..116

“No race begins at the start line.” Haile G/Silasse 3 SOP-Food & Beverage .Dep
 …..Service built by miles

INTRODUCTION

Description, Purpose & Scope

This document is Standard Operating Procedure Manual. It describes the minimum

acceptable ways or procedures of undertaking main duties that take place in the
department of Food & Beverage. The Food & Beverage Manager is responsible to
ensure all procedures mentioned in the SOP are implemented at the highest standard.
The entire Front Office Department staffs should actively implement the SOP at any
time.

The main purpose of having such operation manual is to keep the establishment firm &
consistent despite the inevitable personnel changes through times. Whoever comes in at
this place will have no worry of developing how to, for every tasks he or she manages.
He or she would rather take this as a tool to accomplish his duties.

By default the Resort expects nothing less than what is mentioned on this manual.
Every newly recruited staff should go through this SOP. Trainings will be prepared &
given for the staffs on how to perform their daily activities based on this SOP. Any
discrepancy of not meeting these standards after knowing will be seen as
ineffectiveness on the area & the case will be treated accordingly.

The Standard Operating Procedure Manual is subject to any positive change & or
improvement after approval by the General Manager of the Resort.

“No race begins at the start line.” Haile G/Silasse 4 SOP-Food & Beverage .Dep
 …..Service built by miles

SOP - SERVICE
SOP-1 F&B Rules and Regulations

1. Purpose and Scope

It is essential for every company to have a set of fundamental rules and regulations in place.
These fundamentals offer support for all departments in ensuring that we have set structures
within. Professional Food & Beverage Staff members always behave in a professional manner
as you are always in view of the guests. They observe the way you act and we encourage you
to always abide by theses fundamental rules and regulations.

2. General Policies and Procedures

General Rules and Regulations

● When you see a colleague needing assistance, please offer your help. This promotes
teamwork
● Do not drink on duty, nor may you report for duty under the influence of alcohol
● Do not bring any alcohol or non-prescribed drugs onto company property
● You must not assault, threaten, intimidate or abuse any other person
● You are not allowed to conduct any form of personal business while on company
premises or during working hours
● Please note that the fraternizing with guests is not permitted
● Never chew gum or any food items on the floor – it does not look professional and
often slurs your speech
● Do not slouch or lean against walls – always stand in an upright position
● Speak to your colleague only when necessary whilst in view of the guests. Please
ensure that you keep your voice low so not to disturb guests or distract you from them
● When speaking with guests, please ensure that you speak clearly and slowly
● Should you wish to leave work for any particular reason during your shift, you must
obtain permission from the manager
● Cell phones are not permitted in the department and are to be switched off whilst on

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 …..Service built by miles

duty
● Punctuality is considered to be valuable and respectful to others, so please arrive in
good time for your shift. If you are running late, please phone in and let your manager
know
● Please note that in the event that you are ill and cannot make your shift, then please
ensure you call 3 hours prior the start of your shift
● Please note that in the event that you are ill prior a day off, before or after a weekend,
then you need to produce a valid doctors certificate

Note that if you are off for a period of two days or more, then you need to provide a valid
doctor certificate

Every service staff member at our hotel:

1. Helps guests regarding requests for information about the hotel and its surroundings
2. Stays current with activities in the hotel by reviewing the communication log book each
shift; updates log book for next shift
3. Assists the supervisor when requested
4. Attends meetings and training required by the supervisor
5. Accepts flexible work schedule necessary for uninterrupted service to hotel guests
6. Continuously seeks to endeavor professionalism in own job function

SOP-2 Global Attitude

1. Purpose and Scope

“No race begins at the start line.” Haile G/Silasse 6 SOP-Food & Beverage .Dep
 …..Service built by miles

How you feel about yourself, the guest, and the world in general is transmitted through the
attitude you carry. Maintaining a positive and professional attitude at all times not only gains
you the respect of your guests but also gives them confidence in you. Making the guests feel
welcome lets them relax and enables you to develop a positive rapport. If you can develop
and maintain a good rapport with the guests, they are more receptive and open to your
suggestions and recommendations. This rapport puts you and the guest on common ground
and sets the stage for your successful selling.

2. General Policies and Procedures

1. When greeting a new party, take a deep breath, smile, and greet them with a genuinely
warm feeling.
2. Grooming has to be perfect, clean haircut, clean hands and clean nails, uniform perfectly
3. Ironed and clean, no strong body odor, black shoes perfectly polished.
4. Never stand in a group in the lobby, Bar, Kitchen…
5. Avoid excessive conversation with your fellow workers while on the floor or in the
kitchen.
6. To maintain a quiet atmosphere for the guests, do not speak louder than necessary.
7. Never argue in the restaurant or kitchen.
8. When in restaurant, stand with a straight posture, Keep your hands to your sides, and
never have your hands folded or in your pockets.
9. Smoking is not permitted in guest areas or in the kitchen…….
10.Stay at your station even when not serving guests.
11.Do not use foul language in the restaurant or kitchen.
12.No gum chewing, mints, etc., are permitted while you are on duty.
13.Never stand with your back to a guest.
14.Do not eat or drink in the lobby, bar or kitchen.
15.Do not make comments about guest.
16.Use only employee restrooms.
17.Telephone calls are accepted in cases of sickness and emergency only. Personal calls are
not be made on company telephones.
18.Service is performed in the Lobby Lounge and bar, not in the kitchen; therefore, you
should not be in the kitchen or stay too long while waiting to pick-up food unless you

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 …..Service built by miles

have specific duties that require you to be there.

19.Replace all items, such as silverware or napkins that have fallen on the floor. There must
be no deviation from this practice.
20.Do not hang on the back of the guest’s chair when taking an order; stand straight or bow
lightly to hear well.
21. If the same guest orders two appetizers, serve the cold appetizer before the hot
appetizer.
22. Always clear the previous dishes completely before serving another course. Never
combine these two tasks while serving one table.
23. Do not help babies into high chairs. Parents are to place children in the high chairs or
24. Booster seats.
25.Give all guests VIP (Very Important Person) service.
26.Always keep ashtrays clean. Remember to cover dirty ashtrays to keep ashes from flying.
27. All breakage must be reported to the Manager immediately.
28.When refilling water, coffee, or any beverage always fill the glass or cup at the table. Do
not lift the glass or container.
29.Always remember to pick up cups by the handles, glasses by the base or stem, and
silverware by the handles.

SOP-3 The Seven Magnificent Service Signals

1. Purpose and Scope

These are the Magnificent Seven Service Signals which will establish our restaurants
reputation and set a standard throughout the Resort.

“No race begins at the start line.” Haile G/Silasse 8 SOP-Food & Beverage .Dep
 …..Service built by miles

The standard is to consistently display that you have prepared yourself, your station and your
knowledge for each aspect within the restaurant department. To demonstrate during service
that you can deliver a fast grand restaurant product and give every guest a warm welcome
and a caring farewell. From a personal point of view you will increase your personal
confidence by offering each guest a professional service. You will also be able to offer the best
hospitality to every guest who may reward you accordingly.

2. General Policies and Procedures

Some of the following points will be addressed in more detail further on in the SOP manual
but it is useful to see them laid out side by side at this stage.

1. DRESS TO IMPRESS
Never underestimate the importance of looking professional. If you were a guest would you
be confident in a scruffy looking waiter or a team of waiting staff wearing mismatched
uniforms? Would a waiter with poor personal hygiene or numerous facial piercings impress a
guest? Guest confidence in you as a server is the key and getting your appearance right is the
first step in trying to gain this confidence.

2. BE A KNOWALL

In restaurant, we look on being a know-all as a positive characteristic. How embarrassing is

it when a guest asks you a question and you don’t have the faintest idea what they are talking
about? Find out everything you can! This does not just limit you to the restaurant, find out
about the bar, the hotel, and even have some knowledge about the local area.
They don’t care that you work in the restaurant and not another department, try to absorb as
much information about the hotel and all its services and facilities as possible.

3. BE PREPARED
“If you fail to prepare, be prepared to fail!”
Preparation is the key to having a slick and smooth service. No matter how busy the service
period will be, if you have prepared yourself properly you are off to a head start. All areas and
stations in the restaurant should be fully prepared and organized before service so as to allow
staff to deal with any situations (within reason), which may arise. It is of no concern to a

“No race begins at the start line.” Haile G/Silasse 9 SOP-Food & Beverage .Dep
 …..Service built by miles

disgruntled guest that you forgot to check your cruet sets before service began and are now
finding it difficult to put your hands on a spare set. These details are ones that can affect a
guest’s perception of the restaurant and whether or not they have a positive or negative meal
experience.

4. WARM WELCOME

Never underestimate the importance of first impression; it is vital that we get this important
encounter right with every guest…. every time.

Try to remember an occasion when you received a warm welcome, not necessarily in a
restaurant but perhaps a shop. Did it make you feel special? Guests react to our first
impression

A restaurant warm welcome will consist of:

1) Smile and make eye contact with your guest
2) Read your guests – anticipate their needs
3) Apologize if you have to keep anyone waiting
4) Use the guests’ name
5) Give a little extra – treat the guest as if they were at home

5. WORK CLEAN, WORK TIDY

At the end of a busy shift there is nothing worse than having a huge mess to clean up before
you can go home. Actually there is something worse, having to clean up other people’s mess.

When we “Work Clean, Work Tidy” we are more organized, can find things easily when busy
and represent our restaurant as a team of professionals.

“Work Smarter, Not Harder

If you walk into an office and it has neatly placed files, tidy paperwork etc., you get the
impression that the people working there are organized professionals. This is true for any area
of work, including the restaurant. All areas need to be kept clean and tidy and if this is the case
we the team will enjoy the benefits that go along with that. You are perfectly within your rights
to tell your colleagues (in the correct manner of course) if you feel they are leaving a mess for

“No race begins at the start line.” Haile G/Silasse 10 SOP-Food & Beverage .Dep
 …..Service built by miles

others to clear up.

Handy Hints:
1) Clear as you go
2) Never leave a room/table with empty hands
3) Never leave spillages/breakages for others to clear away
4) Always use a tray to clear – you’ll save you poor feet, be more efficient and also
Look more professional!

6. RIGHT FIRST TIME

When the buildup has been great it is such a disappointment for us to let ourselves down by
not getting the meal right – after all this is what the guest is primarily paying for. There is no
discussion on this point, any ifs or buts; it has to be this way.

In our restaurant getting it right first time goes like this:

1) If it’s not right don’t serve it
2) Know the menu so you don’t make mistakes
3) Know the look of every dish

Spend as much time as possible really looking at the food presentation, if there is anything you
are unsure of, ask. It should reach the point that you recognize each dish on the menu
instantly!

7. FOND FAREWELLS

It would be a real let down if we got this far then were to make a mess of things. It is
important to make the guest feel just as special at this part of the meal as we have done
throughout. If everything has gone well throughout the meal and the last part is not
satisfactory from the guests’ perspective, then the guest will leave with a diminished opinion
of the restaurant.

Our restaurant Fond Farewell:

1. The bill is presented accurately, promptly and processed speedily

“No race begins at the start line.” Haile G/Silasse 11 SOP-Food & Beverage .Dep
 …..Service built by miles

2. Don’t ignore them once they’ve paid, they are still guests in the restaurant.
3. Compliment the guest – you will have enjoyed serving them (hopefully)
4. Make a friend of regulars
5. Use the guests name
6. Assist all departing guests
Position yourself where you can bid your guests farewell properly (not shouting across half
the restaurant)

SOP-4 Grooming Standard

1. Purpose and Scope

High grooming standards are imperative if we wish to adhere to world standards. Our Staff
should be well groomed and hygiene should be perfect.

2. General Policies and Procedures

1 Hygiene Standards
● Shower before coming on duty
● No strong perfumes or aftershaves are to be worn
● Undergarments must be freshly laundered

2 Standards
● Hair must be clean and shampooed regularly
● Extreme hairstyles are not permitted, choose a style that is elegant rather than
fashionable
● Hair should be kept tidy and away from the face

3 Male
● Neat, off the collar and face
● Must not cover more than 2/3 of the ear if hanging straight on the sides
● No long fringes

“No race begins at the start line.” Haile G/Silasse 12 SOP-Food & Beverage .Dep
 …..Service built by miles

● Side burns are not to extend below the bottom of the earlobe
● No ponytails
● No excessive hair gel

4 Female
● Off the face and tied up at all times
● All female associates should tie back long hair, away from the face &hair must have a
natural looking color

5 Teeth and Breath

● Fresh breath is essential, ensure that you freshen your breath after smoking or eating
● Brush your teeth regularly
● No gaps in teeth are permitted. If you wear false teeth, they must be correctly fitted

6 Hand & Nails

● Hands and nails must always be clean
● Always wash hands after visiting the toilet, before coming on duty, after every break
and after handling chemicals
● Nails should be short, clean and manicured regularly
● No colored nail polish is allowed

7 Jewelry Standards
● Only gold or silver colored jewelry is permitted
● No occult type jewelry is permitted
● No facial jewelry is allowed

8 Make up standards
● Only ladies are permitted to use makeup
● Makeup should be moderate and not heavy

“No race begins at the start line.” Haile G/Silasse 13 SOP-Food & Beverage .Dep
 …..Service built by miles

● No bright colors are allowed – colors should be discreet and elegant rather than
fashionable

9 Tattoos
● No visible tattoos are permitted

SOP-5 Uniform Standard

1. Purpose and Scope

A clean and tidy uniform appears professional to the eye. The grooming and manner in
which you dress reflects on us as a team as well as the entire hotel compliment.

2. General Policies and Procedures

Uniform standards

Wearing the uniform

● Your uniform should fit well, not hanging nor too tight
● Your uniform should always be clean and well ironed
● Never wear a damaged or torn uniform. It gives a negative
impression on the way you look
● Trousers – must be in good repair and not hang too long or be too
short. Trousers
Should as a general guideline rest on your shoes

“No race begins at the start line.” Haile G/Silasse 14 SOP-Food & Beverage .Dep
 …..Service built by miles

● Skirts – Dresses should be in good repair and knee length

● Socks – only black
● Shoes – polish able black shoes only.
● Name Badge – please ensure that your name badge always looks
clean, is pinned
Straight and is worn on the left hand side
● We Do It – Pin above name badge

Serving staff should always ensure that they have the following ‘tools
of the trade’ with them at all times:
● A waiters cloth(if applicable)
● A waiters friend (corkscrew)
● A waiters pad
● workable pens

SOP-6 interacting with a guest

1. Purpose and Scope

Guest is the most important person in the hotel. It is

important to be professional when communicating with a
guest in any part of the hotel.

“No race begins at the start line.” Haile G/Silasse 15 SOP-Food & Beverage .Dep
 …..Service built by miles

2. General Policies and Procedures

1. You always need to respect the guest in any kind of moment or part
of the hotel. Every guest likes to be greeted at the entrance, exit, in the
hallway, in the restaurant, etc. If you remember the name of the
guest, always use it. Ex: Good Morning Mr. Tadesse.
2. Always use Eye contact.
3. When meeting a guest in any part of the hotel it is important to greet
her/him and smile.
4. While greeting the guest, it is important to use common expressions.
Try to greet a foreign guest in his/her language (English).
5. Remembering the guest's last (family) name is very professional and
could make his/her stay more pleasant.
6. It is important to give proper directions throughout the hotel. It is not
recommended just to tell him directions, but to show him/her the
way to the needed place in the hotel. (Do not use your pointing finger
but your hand)
7. Do not leave a guest with No Answer, if you don’t know, find a
supervisor/manager that can help you to answer guest question.

“No race begins at the start line.” Haile G/Silasse 16 SOP-Food & Beverage .Dep
 …..Service built by miles

SOP-7 Disabled guests

1. Purpose and Scope

- Explain how to check/help disabled guests.

2. General Policies and Procedures

- When you notice disabled guests approach them

immediately.
- Politely offer help: “May I assist you Sir/Madam?”
- If a guest refuses to be helped do not try to persuade guest,
but pay attention to the guest in case help is needed
anyway.
- If guest accepts help, be sure to touch the guest only as
necessary for safety of the guest;
- Do not touch the guest without his/her
permission, to respect their privacy.
- Make sure not to go to fast when pushing a
wheelchair, and try to keep safe distance to
other guests.
- Escort the disabled guest as far as necessary, to the room,
restaurant, bar…. etc.

“No race begins at the start line.” Haile G/Silasse 17 SOP-Food & Beverage .Dep
 …..Service built by miles

- Inform other employees if you are leaving your work area -

in order to help the guest, or try to find some other
employee who will help the guest.

SOP-8 Mise en Place Standard

1. Purpose and Scope

Before service of meals, general preparation duties need to be
performed. These duties, known as mise en place, differ
according to specific meal periods. Managers and staff will have
an up to date task checklist and standards for the following
critical areas.

2. General Policies and Procedures

Mise en Place

“No race begins at the start line.” Haile G/Silasse 18 SOP-Food & Beverage .Dep
 …..Service built by miles

The F&B supervisor is responsible for the following tasks:

● Cleaning of the overall restaurant

● Waiter stations need to be clean, filled and tidy
● Appropriate climate, music and lighting levels
● Checking of all operating equipment, linen, menu’s and
beverage lists for cleanliness and appearance
● Tidying and replenishing of all paper, guest supplies,
condiments, flower, etc.
● Setting and resetting of tables
● Checking the entire restaurant section by section

Waiters must check the following:

● Table legs are dust free
● No gum under the table top
● Chairs are crumb and dust free
● Windows carpets, floor and artwork are clean, if they need
cleaning, report this to your manager
● Table set ups in your section to be done in the following
way:
● Check your table reservations
● Set the tables as per your reservations and place the settings
centered to the seat directly across from the table

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 …..Service built by miles

● Flowers/plants look clean and not dry

● Reserved signs are clean
● Napkin folds is to standard
● All glasses are polished with no streak or finger marks
● All tables are to be level

General Standards for Table Set Ups

● Position all tables as per the restaurant table plan prior
any setting or otherwise designated by supervisors
● Dust chairs prior positioning them at the table
● Polish cutlery before positioning them. Always handle
cutlery with a service cloth to prevent finger print stains
being placed on the cutlery
● All cutlery is then to place on the runner
● The side plate is to be placed to the left of the cover plate
with the side knife slightly off center on the right of the
plate
● The appearance of the napkin must be crisp, neat and
folded correctly as per specific fold
● Polished red wine glasses are to be placed 0.5cm above the
main course knife
● Polished white wine glasses are to be placed in a 45° angle beside
the red wine glass

“No race begins at the start line.” Haile G/Silasse 20 SOP-Food & Beverage .Dep
 …..Service built by miles

● Clean vase with fresh water and fresh flower has to be placed on the
edge of the table facing the door
● Salt and Pepper cleaned and full
● All tables must be set the same way as this gives the restaurant a
uniformed and professional appearance

SOP-9 Welcoming a Guest

1. Purpose and Scope

The KeyMoment. And the first contact with the guest. Thus, it is
extremely important not only to meet, but even to exceed the hospitality
expectation of the guest.

2. General Policies and Procedures

- Welcome the guest in polite and friendly manner, while looking her/him
in the eyes and greeting her/him by name if known. We also underline the
fact, that we are happy to have the guest at our venue. Important: Never
hide behind the counter and eliminate any barriers in between you and the
guest! Pay full attention to the guest and do not rush! e.g.: "Good Evening

“No race begins at the start line.” Haile G/Silasse 21 SOP-Food & Beverage .Dep
 …..Service built by miles

Madam, I'm glad to welcome you at our restaurant!

- Before seating the guest, we offer assistance for the coats, if required.

- While seating the guest, we offer chair assistance, always help the ladies
first and the host last.

SOP-10 Guest with Coat

1. Purpose and Scope

- Explain how to handle a guest with a coat or a jacket.

“No race begins at the start line.” Haile G/Silasse 22 SOP-Food & Beverage .Dep
 …..Service built by miles

2. General Policies and Procedures

- Approach the guest who is entering the restaurant or bar
and politely ask if you can help with a coat or a jacket:
“Excuse me Madam/Sir. May I take your coat/jacket?”

- If guest agrees, carefully help the guest to take off

the coat; pay special attention not to pull guest’s hair
or jewelry e.g. earrings.

- Thank the guest and inform the guest where the coat
will be placed: “Thank you! I will hang your coat
………..”

- Inform the waiter of the table where the guest is

sitting that the guest has a coat/jacket kept by us.

- When the guest is leaving the bar, restaurant,

etc…..make sure to collect the right coat and help the
guest to put on the coat.

“No race begins at the start line.” Haile G/Silasse 23 SOP-Food & Beverage .Dep
 …..Service built by miles

- Do not walk away before guest is ready to leave in

order to make sure that guest notices something
missing from the pockets or some damage on the
coat/jacket.

- If a guest has any complaint regarding handling of

his jacket/coat, call your supervisor/manager
immediately

SOP-11 Presenting menu

1. Purpose and Scope

- To present the Menu

2. General Policies and Procedures

- The menu should always be presented not later than 2

minutes after placing the guest on the table.

- In general, always approach "Ladies First" or,

alternatively, for tables with same sex the individuals
first and the host last.

“No race begins at the start line.” Haile G/Silasse 24 SOP-Food & Beverage .Dep
 …..Service built by miles

- The menu should always be opened before handing it over

to the guest.

- A specific meal from the menu should always be mentioned

as recommendation of the day.

- To present the outlet in the best possible way we also ensure

that our menus are always actual, clean, and free from
scratches or marks, the covers fully intact and the corners are
not bended.

Examples

"As our special today, I would like to recommend to you

…………………………..”

SOP-12 Selling Daily special

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 …..Service built by miles

1. Purpose and Scope

- To enhance the sales of the daily special dish/menu of the

restaurant

2. General Policies and Procedures

- After greeting, seating, and presenting the menu to the guest

explain the daily special.

Try to capture attention of the guest by making the dish

interesting, e.g.: “Today, our Chef is

“No race begins at the start line.” Haile G/Silasse 26 SOP-Food & Beverage .Dep
 …..Service built by miles

SOP-13 Order taking Policies & Procedures

1. Purpose and Scope

- The aim is to fully understand how to take a food or beverage order.

2. General Policies

- Each order has to be written on a Captain Order sheet in the sequence of meal
service.

- We always note the order of the lady first and follow clockwise.
Alternatively, we begin with the person on the head and follow as well
clockwise.

- Each course has to be separated with a line.

- As per preparation of certain dishes, we clarify the cooking preference and

note the same on the Captain Order.

- All special requests are to be written down as ordered.

- After taking the order, we repeat the entire request with all specials to
confirm the order.

- After taking the order, we offer drink list.

- We collect the menu and thank for the order.

- After leaving the table the order has to be processed immediately according
to the Captain Order sheet.

- The original of the Captain Order has to be kept at the kitchen pass – service
side –Cashier - for further review

“No race begins at the start line.” Haile G/Silasse 27 SOP-Food & Beverage .Dep
 …..Service built by miles

3. General Procedures

Steps Standards
Select & check the COB (Captain order Book) and the ● Check that you have a hotel’s standard COB
pen ● Check that the COB is clean
● Check that the ball pen writes
● You have to know any special of the day

and up-sell the item

Approach the guest ● Approach the guest with genuine smile

and eye contact
● Ask the guest if they are ready to
order or not
● You use the guest name, obtained from
your hostess.
● If the guest is not ready to order use “please
take your time,

Start to take the order. ● If the guests are ready start to take the order
● Start from the sequence first children,
elderly, lady and the gentleman
● Use the appropriate phrases in a way that
you can surely sell your targeted items, i.e.
“Would you like to start with a glass of
champagne.” ‘What about gin & tonic or
Chilled beer to start with.”

Write the orders clearly. ● Write the seat number at the end of the
item.
● Every time when the guest orders you
repeat it again i.e. if guest says Saint
Georges, you again say, “Yes Mr. Saint

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 …..Service built by miles

Georges, Thank you.”

● Note down all the necessary comments i.e.
no ice, un-chilled ice sep., without lemon
etc.

Repeat the Order. ● After all the orders are taken, you repeat
the orders.
● When you repeat the order make an eye
contact with the guest to ensure and
repeat the comments with each item.

Thank the guest before you leave ● Wish the guest. “Thank you”

SOP-14 Cutlery Change at Restaurant

1. Purpose and Scope

- After processing the order, the guest’s cutlery has to be arranged

according to his/her order.

2. General Policies and Procedures

- The required cutlery has to be carried by plate with napkin to the table.

- We always start to change the cutlery as by the courses served, from

the outside to the inside on the table.

- Do not ask who is eating what to change the cutlery accordingly. You
have to know since the order taking who is eating what and change
accordingly.

- Cutlery that is not needed will be removed and carried back to the
station on the napkin plate.

“No race begins at the start line.” Haile G/Silasse 29 SOP-Food & Beverage .Dep
 …..Service built by miles

- We always touch the cutlery on the bottom and never on the head

SOP-15 How to Serve Sparkling & Still Water

1. Purpose and Scope

- The aim is to fully understand how to serve water appropriate to the

below procedures.

2. General Policies and Procedures

Steps Standards
Approach the table with bottle of water ● Approach the table from the right
hand side of the guest
● Check that the bottle label is facing
the guest
● hold the bottle from the lower part
using your right hand
● Check that the bottle is sealed

“No race begins at the start line.” Haile G/Silasse 30 SOP-Food & Beverage .Dep
 …..Service built by miles

Open the bottle of water ● Hold the bottle firmly

● Use your other hand, twist the cap
● Remove the cap and keep in your
hand

Pour the water in the glass ● Check that the label is still facing the
guest
● Check that the bottle is not touching
the glass
● Pour slowly filling ¾ of the glass

Close and leave the bottle ● Check that the bottle is well closed
● Check that the bottle label is facing the
guest/table
● Keep the bottle on the side of
table/ice bucket.

Reserve water when the glass is below Half ● Check that the glass of the guest
● Fill if below half for each person
according to Still or Sparkling water

SOP-16 How to Serve a Bottle of Beer

1. Purpose and Scope

The aim is to fully understand how to serve a bottle of beer accordantly to the below
procedures.

2. General Policies and Procedures

Steps Standards

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 …..Service built by miles

Select and check the beer glass ● Check the glass is clean and not
chipped/ no scratch / marks
● Place the glass on a clean beverage
tray by holding the glass from the
bottom above the base
● Place the beer bottle next to glass on
the tray label facing the guests

Select and check the beer bottle ● Check the beer bottle is chilled. Label
not damage and expiry date still valid.

Select and check the tray and mat ● Check the tray clean and not damaged

Place on a tray ● Place the beer bottle, the glass and the
coasters directly in the center of the
tray

Approach the table ● Approach the guest from the right

hand side of the guest.
● Carry the tray with your left hand

Place the coasters and glass on the table ● Place the coaster next to the
water goblet
● The logo on the coaster should face
the guest
● Hold the glass from its base
● Place the glass on the coaster

Open the beer bottle ● Use a bottle opener, open the bottle
● Check the tip of the bottle is clean, not
chipped, not rusty
● Serve the guest from the right side

Place the beer bottle on the table ● Place the beer bottle on the coaster
with the label facing the guest

SOP-17 Wine Service

1. Purpose and Scope

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 …..Service built by miles

- The wine service should be done in an elegant and efficient way while
interacting with the guest, finding the right mixture of time and speed,
without being rushed or being slow.

2. General Policies and Procedures

- We prepare the wine according to the service temperature, meaning

red wine at ambient Temp (except if the guest asks for cooler) and
white wine in a cooler with ice, water and a napkin folded in 3.

- The white wine should be placed in the cooler next to the guest table
on a stand and the red wine should be placed on the guest table on
the side.

- We present the wine with label facing the person who ordered the
wine, using the napkin underneath, not to touch the bottle by hand
and while presenting the wine, we announce the name and vintage of
the wine for further approval from the guest.

- After approval, place it back in the cooler, remove the capsule with
a fine and clean cut with the opener knife and we open the bottle.
During the entire process, we ensure that the bottle is always in
sight of the guests.

- In case of any debris on the bottle opening, we use the napkin to

remove it in an elegant manner.

- Now, we are offering the ordering guest to taste the wine by

pouring some of the wine into the appropriate glass up to a height
of around 1 cm.

- The guest will now sample the wine and we are providing him some
privacy by stepping back to wait for his final approval.

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 …..Service built by miles

- After his acceptance, we start pouring the wine for all ladies first and
continue clockwise.

- If the table consists of more people as 1 bottle of wine can fit, the
ordering person has to be asked to try the following bottle as well.
Alternatively and to offer more privacy, we should offer the guest to
sample the wine for him.

- For premium wines, we present the cork and lid capsule on a small
plate and place it next to the ordering person on the guests table.

SOP-18 How to Open a Bottle of Champagne

1. Purpose and Scope

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 …..Service built by miles

- The aim is to fully understand how to open a bottle of Champagne/Sparkling wine

appropriate to the below procedures.

2. General Policies and Procedures

Steps Standards
Select & prepare wine bucket & stand ● Check that the bucket & stand
are well polished, clean, no
stains, not damaged, no marks
● Fill the bucket with ice & water
2/3
● place the bucket on his stand safely
● place the bucket & stand beside the
host

Select the right bottle using a cloth ● Check the label.

napkin. ● Check the bottle that it’s in good
condition.
● Check the bottle name as guest
ordered & temperature.
● Check the vintage if applicable.
● Carry the bottle without shaking it
● Check that the cloth is clean, well
pressed, fold, no stains, not torn

Present the bottle to the host ● Hold the bottle with waiter’s cloth.
● hold the base of the bottle with the
left hand, and the neck of the bottle
with the right hand
● Present the bottle, label facing the
host from the right side.
● mention the brand name & vintage

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 …..Service built by miles

Remove the foil & wire

● Hold the bottle firmly from the

neck and rest it on your left arm
with your thumb on top of the
cork.
● Use your fingertips, remove the
wire and foil and place it in the
pocket.
● Place your thumb is on top of the
cork
● Do not move the bottle.

Remove the cork ● Do not point the bottle towards the

guest.
● twist the cork slightly with your
right hand on top holding the cork
● let the cork come out by itself,
controlling it by keeping your
thumb on it
● assure the cork doesn’t fly and
release with minimum
popping sound
● put the cork in the pocket

Wipe bottle neck ● use the cloth napkin to wipe the

neck of the bottle

Place bottle in the bucket after serving ● place napkin on top of the ice
bucket

“No race begins at the start line.” Haile G/Silasse 36 SOP-Food & Beverage .Dep
 …..Service built by miles

SOP-19 How to Serve a Tea

1. Purpose and Scope

- To serve Tea in a professional manner in accordance to our Resort standards.

2. General Policies and Procedures

● Establish which blend of tea the guest requires

● Establish what the guest would prefer in their tea

● Process the order

● on your clean service tray, place all you amenities – do not make two trips

to offer service

● Place the cup, saucer and teaspoon to the right of the guest with the ear of the

cup and handle of the teaspoon sitting and lying at 12 o’ clock

● if lemon has been requested, serve this on plate

● Do not pour the tea unless requested to do so

“No race begins at the start line.” Haile G/Silasse 37 SOP-Food & Beverage .Dep
 …..Service built by miles

SOP-20 How to Serve Coffee

1. Purpose and Scope

- To serve coffee in a professional manner in accordance to our Resort standards.

2. General Policies and Procedures

Serving Coffee
● Establish the type of coffee the guest would like

-Cappuccino
- Espresso
- Macchiato
- Cafe Latte

● Process the order

● On your clean service tray, place all your amenities – do not make two
trips to offer service

● Place the cup, saucer and teaspoon to the right of the guest with the ear of the
cup at 3 o’clock and handle of the teaspoon sitting and lying at 12 o’ clock

● Offer to pour the coffee (if coffee pot)

“No race begins at the start line.” Haile G/Silasse 38 SOP-Food & Beverage .Dep
 …..Service built by miles

SOP-21 Other Beverage Service Standard

1. Purpose and Scope
- To ensure a perfect beverage service in our outlets

2. General Policies and Procedures

General Beverage Service Procedures for Bartenders

● Guests are welcomed at their seats by the perspective staff member

● The serving staff member will introduce himself within one minute the
guest being set and offer a drink
● The order will be processed
● The order will be collected from the bar and be offered to the guests.
● Serving Staff Member will allow guests a few minutes to decide on the food
order and then return to the guest with an order pad ready to take the order
● Serving staff member will offer a refresher on beverage service and check
guest satisfaction
Please note the following:
● Ensure a bar menu is within reach of any guests at the bar
● Always repeat a guest’s order
● Acknowledge a waiting guest when it is busy by placing a coaster in front of
them
● If a product is unavailable recommend an alternative. This is an excellent
opportunity to up-sell
● Up-sell by recommending premium brands and asking guests if they would

“No race begins at the start line.” Haile G/Silasse 39 SOP-Food & Beverage .Dep
 …..Service built by miles

like double measures

● When serving beverages in a bottle always present with a glass unless
specifically requested.

● Bottles and branded glassware should be presented with the label facing the
guest
● When presenting a glass ensure that you hold the glass at the bottom or by
the stem. NEVER hold a glass by the rim
● Never open beers with your hand even if the cap is twist off. This looks
unprofessional and is unhygienic – use a bottle opener
● Never serve a drink in a dirty, chipped or cracked glass
Beer Service

● When pouring a beer for a guest, pour half the beer into the glass and leave the
remaining half in the bottle. This is done to keep the remaining beer cold
● When serving draught beer, ensure the glass is clean before pouring. Dirty
glasses create unattractive head and the bubbles stick to the dirt marks in the
glasses

Cocktail Service

● Ensure all cocktails are placed in the correct glass with the correct garnish.
Do not introduce your own variations on cocktail recipes; our aim is a
consistent product and standard
● Never serve a drink with a dry or stale garnish
● Always leave a finger width of space between the surface of the drink and
the rim of the glass, this includes frozen cocktails. If a blended drink has
head, this head can be used to take up the finger width of space
● Always clean shakers and blenders after preparing a cocktail. Never prepare
a new cocktail, blended or frozen, using the leftovers of a previous cocktail

Juice and Soda Service

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 …..Service built by miles

● Juices and sodas are to be poured into soda glasses

● Do not serve ice with juice unless requested to do so

Mineral Water Service

● Served in water glass

● Do not serve lemon if guest is also drinking wine

Cognac and Armagnac

● Do not heat snifter with hot water unless requested by a guest. A hot glass
dissipates the aromas and flavor of an aged brandy. Brandy snifters are
designed to be warmed by the hand of the drinker
● Ask if the patron would like water on the side

Whiskies

● Always enquire whether ice is desired

● Always use a measure to pour the whisky

SOP-22 Breakfast Service Standards

1. Purpose and Scope

To ensure all guests receive an excellent standard of service and leave our restaurant
100% Satisfied in every sense of the word!

2. General Policies and Procedures

- The Breakfast buffet should be set according to the set up

“No race begins at the start line.” Haile G/Silasse 41 SOP-Food & Beverage .Dep
 …..Service built by miles

standard. It must be ready 10 minutes before the restaurant

opens for breakfast.

- The restaurant opens for breakfast at 6.30am

- On arrival, the guest will be greeted at the host stand, by the Hostess,
Restaurant Manager/Supervisor, or another allocated person. They
will have the in-house list. The in-house list should never be visible to
the guest. The guest should be greeted in the following way

- “Good morning, can I take your name and room number?”

- Once the name and room number has been given, they will be
checked off the list and shown to a clean and set table.

- Once the guests are seated, the host will ask them if they would like
tea or coffee. Once the order is taken, the host will then tell the guest
to help themselves to the buffet.

- The host will then pass the order on to the breakfast waiter, who
will prepare the beverage order.

- On presenting the order to the guest, the breakfast waiter should

introduce themselves and check for guest satisfaction. They should
also draw the guest’s attention to the additional items list.

- “Good morning, my name is Michael. Here is your tea/coffee. We

also have a range of dishes such as omelet, etc. that are not on our
buffet. Is there anything else I can get for you?”

- Always smile at the guest and let them know that you are
available to get those additional items, or extra tea and coffee.

- As the guests helps themselves to the buffet continuously clear any

“No race begins at the start line.” Haile G/Silasse 42 SOP-Food & Beverage .Dep
 …..Service built by miles

plates, bowls and glasses they have finished with. Do not make
people build towers of dirty plates!

- Once guests have left their table, clear it completely, wipes down and
as soon as possible reset it while the Restaurant Manager/Supervisor
does not decide different way.

Always use a tray for serving, cleaning and resetting as well!

Points of Attention:
● Check on guest satisfaction and clear dirty dishes throughout the breakfast.
● Reset and clean table properly as soon as guest departs and prior seating
new guests to the table.
● The buffet appears fresh and promptly replenished throughout the breakfast
period
● No spray bottles shall be used when cleaning the tables nor shall service staff
wear latex gloves.
● Atmosphere: Proper sound level and chosen morning music
● Lights / Temperature: Soft morning lighting and comfortable temperature
in the breakfast room

● All staff members thank the guest for coming when he/she leaves the
restaurant

● The Breakfast is the most important meal of the day, and it is also the last
meal that the guest is likely to have with us. By being polite and accessible,
together with our We Do It! Attitude, we should make breakfast an
enjoyable experience for all

“No race begins at the start line.” Haile G/Silasse 43 SOP-Food & Beverage .Dep
 …..Service built by miles

SOP-23 Breakfast Table Set-Up

1. Purpose and Scope

The aim is to fully understand how to set up a table for breakfast to the below
procedures.

2. General Policies and Procedures

● Dessert knife, fork and spoon on the folded paper napkin

● Tea / coffee cup and saucer with tea/coffee spoon

● Paper napkin

● Selection of tea ( 2 Addis, 2 Mint , 2 Strawberry, 2 apple )

● Sugar bowl

● Table mat set

● Flower vase

Sop-24 How to clean a table

1. Purpose and Scope

The aim is to fully understand how to clear a table in a timely and correct manner

“No race begins at the start line.” Haile G/Silasse 44 SOP-Food & Beverage .Dep
 …..Service built by miles

appropriate to the below procedures.

2. General Policies and Procedures

Steps Standards
Check the Table ● Before the clearance of plates
begins, ensure that all the guests
have finished eating. This is
normally recognized when the
guest closes his cutlery on the
right-hand side of his/her plate.
● Cutlery that is crossed
normally means that the guest
is still eating.
● Crockery and glasses must at all
times be carried through the
restaurant on a tray
● When clearing cutlery, crockery,
glasses ensure that you do this as
efficiently and quietly as possible
as not to disturb the guest and
bring attention to yourself
● When carrying food dishes or
when clearing plates and cups do
not carry more than you can. If
you are right- handed then
balance plate with your left hand
and arm, with the right hand
serve or clear

Clearing the table ● When carrying plates a

“No race begins at the start line.” Haile G/Silasse 45 SOP-Food & Beverage .Dep
 …..Service built by miles

napkin/serviette must always

be used
● Wipe / check the chairs for
crumbs and stains – remove
and replace
● Chairs must be placed neat and
straight according to table and
table-cloth
● Check sugar bowls ( for breakfast
ONLY ), and condiments for
refilling or cleaning
● Pay special attention when
clearing and placing food at big
tables that this is done as
efficiently as possible; avoiding
that any guest has to wait for
their food, etc.
● Used cutlery and crockery should
immediately be put into the
dishwasher!
● Remove Salt & Pepper, read and
butter after main course has been
cleared, remove also side plates.
● Crumb down and ensure table is
clean prior to offering dessert
menu and or coffee.
● It is possible to use a big tray to
clear the table only once the guests
have completely left the table.
● Check the floor around the table if

“No race begins at the start line.” Haile G/Silasse 46 SOP-Food & Beverage .Dep
 …..Service built by miles

no dirty food or other on the floor

and immediately clean.
● Reset up the table immediately for
Breakfast if service Breakfast. For
Lunch and dinner if lunch and
dinner for the next guest.

NEVER leave empty the table

SOP-25 Giving the Check

1. Purpose and Scope

The aim is to fully understand how to present the check accordantly to the below
procedures.

2. General Policies and Procedures

“No race begins at the start line.” Haile G/Silasse 47 SOP-Food & Beverage .Dep
 …..Service built by miles

WAIT for the guest ask for the Check BILL and follow steps below:

Steps Standards
Select and check the bill folder ● Check that bill folder is clean and
presentable

● Check that pen is on and writing.

Select and check the pen

Prepare the check ● Check the check is complete and

correct table number.
● Double check all items are
punched

Arrange the check folder ● Place the bill on the right

hand side pocket

Approach the table ● Approach the host (who ask the

bill)
● Give the check from the right hand
side

Presenting the check ● Place the check folder on the

right hand side of the host
(person who asks for the bill)
● Check that folder is closed and
logo facing to the host.

SOP-26 Guest is Leaving Restaurant

1. Purpose and Scope

“No race begins at the start line.” Haile G/Silasse 48 SOP-Food & Beverage .Dep
 …..Service built by miles

This is our final move to leave a last memory for our guests as they will mostly
remember the last images of the venue.

2. General Policies and Procedures

- While the guests are intending to leave, we offer chair assistance

and offer wardrobe service if required.

- Then we will escort them towards the entrance of the restaurant.

- We wish the guests a sincere farewell and thank them again for their
coming. Or you can say “We hope to see you again”. While talking to
the guests, it is important to maintain eye contact.

- We will look after the guests, till they have left the venue, before
continuing with the operation.

SOP-27 Preparing Soiled Linen

1. Purpose and Scope

The aim is to fully understand how to prepare soiled linen for laundering appropriate

“No race begins at the start line.” Haile G/Silasse 49 SOP-Food & Beverage .Dep
 …..Service built by miles

to the below procedures.

2. General Policies and Procedures

All these step need to be done at the Back office at the end of each shift

Steps Standards
Segregate the soiled linen ● Separate different types of linen
on a clean surface (not on the
floor)
● Remove all the dirt and debris
from linen
● Remove damaged linen if any
and stock separately

Tie up & count the linen ● Tie up the napkins in bundles of 10

● Bundle the same type of linen

Send the soiled linen for laundry ● Put the soiled linen in the linen bag
/trolley
● Send it to housekeeping / laundry

SOP-28 Room Service Standard

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 …..Service built by miles

1. Purpose and Scope

- Explain the preparation and presentation of operating equipment.

2. General Policies and Procedures

- All china, Cutlery and glassware are to be in 'like new' condition without scratches,
chipped edges, loose handles or dents on silverware.

- 1 trolley should be ready at every moment.

- Trolleys are kept entirely clean, tires are free from debris.

- Hotboxes are permanently plugged in, clean and polished.

- Salt and Peppers are entirely filled at all times.

SOP-29 Room Service Order Taking Procedure

1. Purpose and Scope

It is our utmost goal to make our guests feel comfortable, relaxed and well looked
after in every aspect during their stay, therefore it is imperative to streamline and
focus on our service directly and indirectly within the privacy of the guest's room.

“No race begins at the start line.” Haile G/Silasse 51 SOP-Food & Beverage .Dep
 …..Service built by miles

2. General Policies and Procedures

- Answer the phone within 3 rings with friendly and polite greeting,
stating department and name – e.g. 'Good Evening Mr. XY, this is
YX from R/S-Guest Service, how may I be from assistance?'
- Obtain the guests name and use it at least once more during the
conversation.
- Obtain the number of persons dining.
- Ask if the guest has already chosen or if a recommendation can be
made.
- While taking the order, offer alternatives, side dishes, and
beverages.
- Repeat the order and confirm the room number.
- Ascertain the dining/delivery time Ex: Mr. Tamrat your order will
be delivered within 30 minutes.
- Thank the guest for his/her order.
- Greet the guest.
Immediately process the order so that service and kitchen can fulfill the timing.

Tips;

• Smile while talking to the guest and he/she will recognize the positive vibe.
• Sometimes, guests don't get straight to the point while calling, thus ask clearly
about the reason for their call.

• Always use neutral or, better, positive formulations.

• Never use negative or general statements, e.g. 'you have to…, I will try…, as
soon as possible…, call back later…, I do not know…, I am just a…, no
problem… '

“No race begins at the start line.” Haile G/Silasse 52 SOP-Food & Beverage .Dep
 …..Service built by miles

Remember

- Never offer 'help' to a guest, as they are not helpless! On the

opposite, the guest is requesting a certain service thus we are
offering 'assistance'. Underlining the respectful and polite
gentlemen's style of our service, questions should always be
formulated with a 'could' or even better a 'may' and never with a
'can' – e.g. 'May I repeat the order, Mr. XY?' Finally, always
remember that a 'No' does not exist in the vocabulary of our hotel
and we will do the utmost to fulfill the request of our guests.

SOP-30 Room Service Delivery Timing

1. Purpose and Scope

- Set service guideline.

2. General Policies and Procedures

- Cold meals and soups are to be delivered within 15 minutes, Warm meals and
Breakfast are to be delivered within 20 minutes after the order made.
- Steaks or other slow cooking meals are to be delivered within 30 minutes after
ordering.
- In the rare case that we are not able to fulfill our time promise, the guest
should be contacted immediately with a sincere apology and exact information
when the delivery can be made.

Internally, such situations should be avoided under all circumstances and if they occur,

“No race begins at the start line.” Haile G/Silasse 53 SOP-Food & Beverage .Dep
 …..Service built by miles

the utmost importance to the order has to be given to serve the meal promptly.

SOP-31 Room Service Order Preparation

1. Purpose and Scope

- Create an explanation and guideline of order handling.

2. General Policies and Procedures

- Immediately after the order has been taken or transferred from Guest
Service to Room Service department, the request has to be entered into
system.
- Guest name and room number have to be printed on the guest check.
- After taking an order, the tray/trolley should be prepared with
cutlery, napkins, glasses, etc. according to the order and service
sequence.
- Each tray/trolley is set with the basic arrangement of table cloth, S&P,
removal card and napkin.
- Immediately after the meal is prepared, it has to be placed on the
tray/trolley and covered with a cloche.
- Bottled beverages are kept closed till the delivery in room.
- Ice cubes are poured in the glass just before leaving the room service to
avoid melting water in the glass.
Remember

• A tray can only be used for 1 person, for 2 or more orders a trolley is to be used.
• Each meal order is accompanied by bread and butter.
• All dishes with French Fries are accompanied with ketchup and mayonnaise.
• All hot meals are to be served in a hotbox.

“No race begins at the start line.” Haile G/Silasse 54 SOP-Food & Beverage .Dep
 …..Service built by miles

Always do a final check of all items on tray/trolley according to the order to guarantee
the completion before the delivery.

SOP-32 Serving Food in the Guest Room

1. Purpose and Scope

Guest is the most important person in the hotel. It is important to be professional
when communicating with a guest not only in the bar of the restaurant but in any
part of the hotel

2. General Policies and Procedures

- You always need to respect the guest in any kind of moment or part
of the hotel. Every guest likes to be greeted at the entrance, exit, in
the hallway, in the restaurant, etc. If you remember the name of the
guest, always use it. Ex: Good Morning Mr. Tamrat.

- When meeting a guest in any part of the hotel it is important to greet

her/him and smile. Other employees can greet the guest by
nodding or smiling.

- While greeting the guest, it is important to use common expressions.

Try to greet a foreign guest in his/her language.

- Remembering the guest's last (family) name is very professional and

could make his/her stay more pleasant.

- It is important to give proper directions throughout the hotel. It is

not recommended just to tell him directions, but to show him/her

“No race begins at the start line.” Haile G/Silasse 55 SOP-Food & Beverage .Dep
 …..Service built by miles

the way to the needed place in the hotel. (do not use your pointing
finger but your hand)

- Do not leave a guest with No Answer, if you don’t know, find a

supervisor/manager that can help you to answer guest question.

SOP-33 Room Service in Room Delivery

1. Purpose and Scope

- Explain delivery in Room Service.

2. General Policies and Procedures

- Knock on the door 3 times with an accompanying friendly 'Room
Service' call.
- Repeat the same and knock on the door, if guest is not opening.
- After the guest has opened the door, greet him/her cheerful by
name (info from guest check), smile and ask for permission to enter
the room.
- Close the door behind you.
- Ask where the guest would like to dine and offer to prepare the
table.
- If this is required, set up the full arrangement from the tray/trolley.
- If the guest would like to dine from the trolley, open and secure the
wing, push the tire brakes and arrange the chair from the desk.
- Next, explain the entire order according to the guest check and lift
the cloches/open the hotbox for presentation.
- Ask to open/pour the drinks.
- Ask if we should remove the cloches already or to keep the items
covered.

“No race begins at the start line.” Haile G/Silasse 56 SOP-Food & Beverage .Dep
 …..Service built by miles

- Present the guest check in neath and clean folder with pen and ask
for the signature.
- Thank the guest once more with name and leave the room.

Privacy please card handling

- Never ring or knock on the door when Privacy please card is

placed!
- Always call the room via phone and clarify the situation while
asking if the disturbance for delivery is accepted.

Remember

- Never enter the room without permission of the guest!

- As we enter the privacy of the guest in his room, we have to ask
permission for all actions to be taken, e.g. 'May I setup the table for
you?'
- In the occasion that the guest is not opening/reacting to the
knocking and door bell, we call the room via phone to explain the
situation. If this means to leave the front of the room, the
tray/trolley has to be taken along.

“No race begins at the start line.” Haile G/Silasse 57 SOP-Food & Beverage .Dep
 …..Service built by miles

SOP-34 Room Service Clearance

1. Purpose and Scope

- Define steps and tips for service personnel experiencing the delivery
and contact with guests in Room Service.

2. General Policies and Procedures

- Remove the tray/trolley if it stands on the corridor

- Knock on the door with an accompanying friendly 'Room Service' call.

- Repeat the same and knock on the door, if guest is not opening.

- After the guest has opened the door, greet him/her by name, smile
and ask for permission to enter the room to clear the meal.

- Close the door behind you.

- Ask if everything was to his/her personal liking.

- Work fast, quiet and effective and clear all items in a very discrete
manner.

- Ask if you can be from any further assistance.

- Conclude with a farewell greeting and leave the room.

SOP-35 Wiping Cutlery

1. Purpose and Scope

“No race begins at the start line.” Haile G/Silasse 58 SOP-Food & Beverage .Dep
 …..Service built by miles

- The aim is to fully understand the tasks how to wipe cutlery according to the
below procedures.

2. General Policies and Procedures

Steps Standards
Prepare the hot water ● See the water is hot
● Add slice of lemon and little vinegar
● Immense the cutlery in to the hot water

Select the wiping cloth ● see the cloth you using is wiping cloth not
napkin
● See the cloth is clean and dry

Get the cutlery rack to put cleaned cutlery ● See the rack is clean.
● See the rack in good condition so you can
Carry it in the guest area

Collect the cutlery ● Remove the cutlery from the hot water
● Separate the different types of cutlery (Forks,
spoons, knives)

Wipe the cutlery ● Hold cutleries with wiping cloth in left hand
numbers may vary person to person
● While wiping; right hand to wipe upper
part of the cutlery and left hand to wipe the
lower of cutlery i.e. if knife, sharp part to be
wiped by right hand &handle part by left
hand.
● Once clean check if there are no marks Then
put in the clean rack
● While wiping the fork check from front and

“No race begins at the start line.” Haile G/Silasse 59 SOP-Food & Beverage .Dep
 …..Service built by miles

back, to ensure no dirt’s are left in between.

Segregate the cutlery ● Segregate the cutlery indifferent

compartment of the rack as you finish
wiping.
● Transfer the cutlery in a clean cutlery
drawer in the station
● Use the proper allocated compartments
in the station too.

SOP-36 Cleaning Crockery

1. Purpose and Scope

The aim is to fully understand the tasks how to clean, check and store the
crockery in the restaurants.

2. General Policies and Procedures

Steps Standards
Select and check the wiping cloth/surface ● The wiping cloth is clean, not wet and
with no smell
● The cleaning surface is clean and free of
any other equipment

Hold the item/crockery ● You use one end of the wiping cloth to

“No race begins at the start line.” Haile G/Silasse 60 SOP-Food & Beverage .Dep
 …..Service built by miles

cover and hold the crockery by the left hand

Wipe the item/crockery ● You use the right hand to wipe the
crockery with the other end of the wiping
cloth
● The correct pressure on the crockery is
used and the wiping cloth is in contact
with the crockery
● Do not touch the item/crockery with your
bare hands

Wipe the crockery ● Place the chipped/stained on the side

● You hold the crockery from the side using
the wiping cloth top to check the cleanliness
towards the light
● Send the dirty crockery with grease/marks
to the dish washing machine for a second
wash

Stack the wiped crockery ● Place the chipped crockery in the breakage
bin/box
● Stack the clean crockery together after the
final check

SOP-37 Wiping Glasses

“No race begins at the start line.” Haile G/Silasse 61 SOP-Food & Beverage .Dep
 …..Service built by miles

1. Purpose and Scope

The aim is to fully understand the tasks how to clean, check and store the
glassware in the restaurants.

2. General Policies and Procedures

Steps Standards
Select & check the glass wiping cloth ● The wiping cloth is clean / dry / no stains /no
smell

Prepare the water container ● The water container is clean

● The water container is 1/3 full of boiling water

Select & check the glass ● The glass is well washed / not chipped
/cracked / odorless

Dip the glass in the water ● You hold the glass by the base
● You dip the rim of the glass into the hot water
container

Wipe the glass ● See that you hold the glass in one hand
with the cloth
● See that you insert the other end of the
wiping cloth in the glass with your other
hand / thumb in
● See that you rotate the glass smoothly in
between your hands until the glass is
cleaned
● See that you wipe the glass lightly without
forcing

Check the glass ● You look at the glass against light The glass is
clean / spotless If the glass is not clean you

“No race begins at the start line.” Haile G/Silasse 62 SOP-Food & Beverage .Dep
 …..Service built by miles

wipe again

Place the glass ● You hold the cleaned glass between your index
finger and thumb by the base
● You do not leave any finger print
● You place the glass on clean tray or rack
● You always be careful and void breakages
while stacking

SOP-38 Complaint Handling Procedure

1. Purpose and Scope

- The aim is to explain how to handle a complain

2. General Policies and Procedures

- Listen carefully to what the guest is saying.

- Apologize to the guest: “Yes, sir/madam, I understand very well and
apologize for this problem…). You have to show empathy!!!

- Calm the guest down and let him know you are in charge of the
situation.

- Repeat the information that the guest gave you to make sure you fully
understand the situation.
- Find a SOLUTION. Handle the complaint immediately if possible,
then inform you supervisor/manager about the complaint, and

“No race begins at the start line.” Haile G/Silasse 63 SOP-Food & Beverage .Dep
 …..Service built by miles

explain the complaint.

- If it is not possible to handle the complaint immediately, call your

supervisor/ manager and explain the complaint.

- Thank the guest for reporting the complaint.

- Follow up on the complaint to make sure it is solved.

- Amaze: Do something that will help the guest to forget the previous
issue (free drink, amenities, little dessert…)

- Supervisor will enter the complaint in the log book.

- After complaint is rectified, follow up about satisfaction with guest.

SOP-39 F.A.Q

1. Purpose and Scope

FAQ means Frequently Asked Questions. All staff should be ready to answer these
questions at all times. All service staff needs to provide the same answer to the guest
in order to achieve excellence. The answers to FAQs have to be repeated over and over
again until they are memorized.

2. General Policies and Procedures

Following questions are most frequently asked in a restaurant: (F&B Manager or
Supervisor, prepare a list of all answer according to these questions below and
prepare a form for distribution to all staff)

- Until/Till what time are you open?

- Until/Till what time are you serving breakfast/lunch/dinner (buffet)?

“No race begins at the start line.” Haile G/Silasse 64 SOP-Food & Beverage .Dep
 …..Service built by miles

- Where is/are the toilet/restrooms?

- Where is the cloak room?

- Where can I buy cigarettes?

- Where can I exchange my money?

- Where can I find some company?

- What is interesting to see in (city)?

- Is there anything special going on today?

-
- What is the daily special?

- What dish do you recommend?

- What beverage/wine do you recommend?

- How much is this dish you are recommending?

- How much is the beverage/wine you are recommending?

- What is in this dish? (Ingredients)

- What is this cocktail made of?

- Can I get this dish with another side dish/garnish?

- Can I have this dish as a main course?

- Can I pay with credit card?

- Which credit cards do you accept? (American Express, Visa)

SOP-40 Answer the Phone from Outlets

1. Purpose and Scope

“No race begins at the start line.” Haile G/Silasse 65 SOP-Food & Beverage .Dep
 …..Service built by miles

The aim is to ensure correct phone answers details are taken according to the below
procedures.
2 General Policies and Procedures

Steps Standards

Pick up the phone ● The phone has to be pick-up

before the 3rd ringing tone if
possible

Answer Properly

● Good Morning / Good

Afternoon / Good Evening
● Name of the Outlet
● Name of the waiter + speaking
How can I help you
Ex: Good Afternoon, Bar, Tigist
speaking. How can I help you?

Listen Carefully ● Listen Carefully

Answer Properly ● Repeat the sentence to show that

you have understood and answer
using guest name.

End the conversation ● Thank the guest for calling and wish
him a nice stay with us.

Ex : Thank you Mr. Tamrat, We

wish you a nice stay.

● Wait for the guest to put down the

phone before you close.

“No race begins at the start line.” Haile G/Silasse 66 SOP-Food & Beverage .Dep
 …..Service built by miles

SOP-41 How to Stock a Fridge

1. Purpose and Scope

The aim is to fully understand how to stock a fridge appropriate to the below
procedures.
2. General Policies and Procedures

Steps Standards
Check the fridge ● Check the fridge light is on
and at the right temperature (5
~ 7 c. degree)
● Check the fridge is clean / the
shelves are well fixed and not
damaged / fridge glass is clean
and polished

Check you par stock ● Check that you maintain the right
quantity as per outlet list

Check your product ● Check the stock items are clean

● Check the labels are visible
● Check the stocks are within expiry
dates
● Check the stocks are not damaged

Stock the fridge - Place the new items back and the old
ones come in front (First In First Out)

● Place them correctly with the label

facing front
● Check all stocks are neatly stacked
and well arranged to avoid any
breakages

“No race begins at the start line.” Haile G/Silasse 67 SOP-Food & Beverage .Dep
 …..Service built by miles

● Check the fridge is not over

stocked

SOP-42 Banqueting Set-Up

1. Purpose and Scope

- To set the right seating plan for our Meeting & Events

2. General Policies and Procedures

U-Shape

Theater

Banquet

“No race begins at the start line.” Haile G/Silasse 68 SOP-Food & Beverage .Dep
 …..Service built by miles

Boardroom Fish Bones

Classroom

“No race begins at the start line.” Haile G/Silasse 69 SOP-Food & Beverage .Dep
 …..Service built by miles

SOP-43 Fire Safety

1. Purpose and Scope

To ensure safety at all times, especially in case of Fire. Fire, safety, security and
accident prevention is the responsibility of every single employee. Customers staying
at our hotel are not familiar with the hotel’s premises, corridors, emergency exits, etc.
In an unfamiliar environment people tend to act irrationally, and in case of an
emergency, they will more easily panic. It is, therefore, important that employees
know the fire safety procedures very well – to help and guide customers

2. General Policies and Procedures

● Know where the nearest fire exits are in your work area. Be sure to keep
all fire exits in your area clear and unlocked
● Know where telephone, fire extinguisher and equipment are located in
your work area
● ·do not smoke in work areas or in any elevator
● Keep your work area clean and free of hazards (i.e. oil rags, damaged
electrical cords) and inform technical dept. If any doubt.

If You Discover a Fire

“No race begins at the start line.” Haile G/Silasse 70 SOP-Food & Beverage .Dep
 …..Service built by miles

● Do not panic
● Activate the nearest fire alarm
● Phone the operator to report the fire and its location, so that he or she can
contact /inform the Manager on Duty and Security.
● Make sure that the elevators have been disabled by the Maintenance
department

● Close doors around the fire to prevent spreading

● Do not try to fight a large fire. Use the fire extinguishers on small fires
only
● If it is a large fire or there is a lot of smoke, leave the area by the nearest
exit immediately after starting the alarm.
● Meet at the designated meeting point outside the hotel as soon as possible

Do not try to be a HEROS but –help and guide our customers

SOP-44 Seating Capacity

1. Purpose and Scope

- The aim is to know exactly how many guest we can accommodate in

each outlet.

2. General Policies and Procedures

Seating Capacity:

“No race begins at the start line.” Haile G/Silasse 71 SOP-Food & Beverage .Dep
 …..Service built by miles

Restaurant…………………………………………………………………… Pax
Restaurant 2………………………………………………………………..…Pax
Restaurant 3……………………………………………………….………….Pax
Private dining room..Pax
Private dining room 2.……………………..………………………….….....Pax
Bar.………………………………………………………………………..…. Pax
Bar 2……………………………..…………………………………………… Pax
Bar 3 ..…………………………………………….………………………...... Pax
Bar 4.………………...……….………………………………………………. Pax

SOP-45 M&E Standards

1. Purpose and Scope

-To prepare and manage the best possible meeting / catering organization from A to Z.

2. General Policies and Procedure

When providing catering and convention services, follow these required standards.

● Designate a person responsible for performing the function of meeting

coordinator or convention service manager.

● To ensure that the client can reach the staff and the management representative,
provide a phone number, a two-way radio, or a pager number.

● In the lobby, post a schedule of the daily events of the meeting and the room
assignments. Keep a copy of this schedule available at the front desk. Be sure the
hotel operator has a copy, and distribute copies as needed to departments in the

“No race begins at the start line.” Haile G/Silasse 72 SOP-Food & Beverage .Dep
 …..Service built by miles

hotel.

● Prior to the scheduled start of the meeting, have the management representative
check the meeting room and test all equipment to ensure that it is in good
working order. Be sure that the room is completely ready for occupancy 60
minutes prior to the scheduled start time.

● Ask the management representative to be in the meeting room prior to each

meeting or group function to personally inspect the room set-up and to greet the
meeting planner.

Presentation of the Meeting Rooms

Meeting rooms should be equipped with the following free of charge to the
guest/organizer:
- LCD projector
- Overhead screen.
- Flipchart, markers and paper.
- Trash bin.
- Keep podiums, lecterns, tables, and chairs clean and well maintained.
- Provide bottled water, notepads with pencils, and a wastepaper
basket.
- Offer upon request an assortment of appropriate meeting planner
supplies can be allowed

Coffee breaks and banquets

- Maintain an accurate timetable for the coffee breaks and banquet functions
associated with each meeting.

- Present the coffee breaks and banquet functions attractively and creatively and
maintain this atmosphere.
- Following the coffee breaks, clean up promptly

“No race begins at the start line.” Haile G/Silasse 73 SOP-Food & Beverage .Dep
 …..Service built by miles

During the break, do the following

- Clear all tabletops of ashtrays and replace them with clean ones.

- Replenish the water and replace used water glasses with clean ones.

- Return all tabletop items to their original placement.

- Realign chairs to the table.

__________________________________________________________________
SOP 45-STEPS OF SERVICE
all
system hotels must follow the standards of the company.
1. Responsibilities

F&B Manager (F&B)

2. Purpose and Scope

For an excellent service it is important to follow basic steps of service. These steps
also provide the F&B service employee (waiter) with the chance to increase sales,
while creating a pleasant experience for the guest.
3. General Policies and Procedures

It is important that all service staff follows these steps at all times. When the guest
arrives, make sure to seat them accordingly and help with the coats if the guest has
one (always help lady First).
- Welcome with nice greeting
- Always Suggest an Aperitif.
- Present the menu to the guest (first lady) and recommend daily special.
- Offer mineral water or soft drink. Present the drink list
- Take the order for food items.
- Take the order for Wine list and recommend if necessary
- Serve the beverage asap.
- Serve the bread and butter according SOP
- Check the cutlery and adapt if necessary
- Serve the appetizer.
- Serve the main course.
- Check discreetly on the guest while dining.

“No race begins at the start line.” Haile G/Silasse 74 SOP-Food & Beverage .Dep
 …..Service built by miles

- Clear the table leaving the bread plate on the table.

- Present the menu: Offer cheese or dessert
- Clear the bread plate (leave it if the guest want cheese)
- Clean the table form bread crumbs.
- Present the menu to the guest and recommend dessert.
- Present the beverage/coffee/tea list and recommend a beverage to
compliment the dessert.
- Propose coffee.
- Propose more beverages.
- Wait for the guest to ask for the check, and then present the check.
- Empty wastebaskets and replace it

SOP 46 – RS Welcoming VIP’s and Amenities

- _____________________________________________________________
_____
- Confidential Information Page 1 of 3
- all system hotels must follow the standards of the company to ensure
account
- Receivable is properly handled, approved, and booked in the ledger.
- 1. Responsibilities
-  Front Office Manager is responsible for the procedure to be in place and
applied in a safe
- Manner.
-  Front Desk Agent is responsible to follow the procedure
-  F&B department is responsible to provide items.
- 2. Purpose and Scope
- Insure proper procedure is applied to maximize guest satisfaction and
recognition of our guest.
- 3. General
- There should be 5 VIP level in the property:
- VIP 1: Long stay guest between 7 nights to 14 nights stay
- Repeated guest (more than 3 stay in the property)
- Top account (producing more than 500 nights per year)
- VIP assign by Sales and Marketing
- Guest Complain
- Suite Room Guest

“No race begins at the start line.” Haile G/Silasse 75 SOP-Food & Beverage .Dep
 …..Service built by miles

- VIP 2: Long Stay guest between 14 nights to 30 nights

- Repeated Guest (more than 5 stay in the property)
- Ambassador
- State Minister
- VIP assign by General Manager
- Group Coordinator
- VIP 3: Honey moon
- Birthday Celebration
- Anniversary Celebration
- Wedding Couple
- VIP 4: Minister
- Top Account CEO of company
- Long Stay more than 30 nights
- Repeated Guest (more than 15 stays in the property)
– RS Welcoming VIP’s and Amenities
- _____________________________________________________________
_____
- Confidential Information Page 2 of 3
- Guest complain assigned by General Manager
- VIP 5: Head of State
- VIP assigned by General Manager
- Haile Resort VIP benefits:
- Benefits Cost
- VIP 1 Welcome Letter VIP 1
- Biscuit/Fruit Platter home made
- Still ans sparkling Water
- Should be no more than
- VIP 2 Welcome Letter VIP 2
- Biscuit/Fruit Platter homemade
- Soft Drink
- Local gift or Hotel Service Voucher
- Should be no more than
- VIP 3 Welcome Letter VIP 3
- Sparkling Wine
- Chocolate Cake for 2
- Should be no more than
- VIP 4 Welcome Letter VIP 4
- Biscuit/Fruit Platter homemade

“No race begins at the start line.” Haile G/Silasse 76 SOP-Food & Beverage .Dep
 …..Service built by miles

- Bottle of red wine (good quality)

- Local gift or Hotel Service Voucher
- Should be no more than
- VIP 5 Welcome Letter VIP 5
- Biscuit/Fruit Platter
- Bottle of wine
- Hotel Service voucher
- Local Gift
- Should be no more than
- E-Light Hotel:
- Benefits Cost
- VIP 1 Welcome Letter VIP 1
- Biscuit/Fruit Platter home made
- Still ans sparkling Water
- Should be no more than
- VIP 2 Welcome Letter VIP 2
- Biscuit/Fruit Platter homemade
- Soft Drink
- Should be no more than
- VIP 3 Welcome Letter VIP 3
- Voucher for 2 glasses of sparkling wine
- Chocolate Cake for 2
- Should be no more than
- RS Welcoming VIP’s and Amenities
- _____________________________________________________________
_____
- Confidential Information Page 3 of 3
- VIP 4 Welcome Letter VIP 4
- Biscuit/Fruit Platter homemade
- Soft Drink
- Hotel Service Voucher
- Should be no more than
- VIP 5 Welcome Letter VIP 5
- Biscuit/Fruit Platter
- Bottle of wine
- Hotel Service voucher
- Should be no more than

“No race begins at the start line.” Haile G/Silasse 77 SOP-Food & Beverage .Dep
 …..Service built by miles

- It is the responsibility of the Front Office Manager to develop the procedure

and adapt to the local
- Market. Any changes of the procedure should be explained to corporate
office.
- Front Office Manager will develop the following standards:
- 1. Standard location in the room.
- 2. Responsibility of different department.
- 3. Ordering Procedure.
- All VIP amenities sent should be approved by General Manager.
- All VIP amenities sent should be recorded and sent to finance at the end of
the month for costing
- Purpose.

SOP 47 – Spoilage report

__________________________________________________________________
Confidential Information Page 1 of 1
all system hotels must follow the standards of the company.
1. Responsibilities
F&B Supervisor (F&B)
2. Purpose and Scope
To ensure correct recording of all spoiled and spilt items
3. General Policies and Procedures
In order to comply with cost control procedures, all Spoilage and Spillages
(waste) must be recorded on a daily basis.
In the Spoilage/spillage book you must record the following:-
- Name of Product
- Quantity spoiled or spilled
- Name of Waiter / Bar tender
- Date
- Reason.

“No race begins at the start line.” Haile G/Silasse 78 SOP-Food & Beverage .Dep
 …..Service built by miles

The booked must be signed on a daily basis and checked by F&B Manager or
Supervisor

SOP 48; Dos and Don’ts

-Stand erects and focuses on customer

-Give all guests equal attention regardless of age, sex, ethnicity, or tipping
behavior

-While in service your guest must be your first concern

-Always exert a positive attitude, leaving behind personal issues

-Don’t eat or drink at work station

-Don’t chew gum or chat at work place

-Don’t smoke at work place

-Don’t argue, shout, laugh, or chat with work colleagues while on duty. Reveal
any conflicting issues during the daily briefing or weekly meeting with openness.

-It is strictly forbidden to overhear customer conversations

-Don’t interrupt a guest while speaking to another guest

-Avoid mannerism Such as touching hair, mouth, picking the nose, etc

-Don’t carry pens & pencils behind ears or front of jacket but in the pocket

-Avoid soliciting for tip

-Don’t ring keys coins or keys in pocket

“No race begins at the start line.” Haile G/Silasse 79 SOP-Food & Beverage .Dep
 …..Service built by miles

-Don’t argue or confuse customer

-Enter and leave restaurant through service door only (if available)

SOP – KITCHEN
SOP-1 Global Information

1. Purpose and Scope

- How you feel about yourself, the guest, and the world in general is transmitted
through the
- Attitude you carry. Maintaining a positive and professional attitude at all times
not only gains
- You the respect of your guests but also gives them confidence in you. Making the
guests feel welcome lets them relax and enables you to develop a positive
rapport. If you can develop and maintain a good rapport with the guests, they
are more receptive and open to your suggestions and recommendations. This
rapport puts you and the guest on common ground and sets the stage for your
successful selling.

2. General Policies and Procedures

1. When greeting a new party, take a deep breath, smile, and greet them with a
genuinely Warm feeling.
2. Grooming has to be perfect, clean haircut, clean hands and clean nails, uniform
perfectly Ironed and clean, no strong body odor, black shoes perfectly polished.
3. Never stand in a group in the lobby, Bar, Kitchen….

“No race begins at the start line.” Haile G/Silasse 80 SOP-Food & Beverage .Dep
 …..Service built by miles

4. Avoid excessive conversation with your fellow workers while on the floor or in
the kitchen.
5. To maintain a quiet atmosphere for the guests, do not speak louder than
necessary.
6. Never argue in the restaurant or kitchen.
7. When in restaurant, stand with a straight posture, Keep your hands to your
sides, and never have you hands folder or in your pockets.

8. Smoking is not permitted in guest areas or in the kitchen, only in the designated
area.
9. Stay at your station even when not serving guests.
10. Do not use foul language in the restaurant or kitchen.
11. No gum chewing, mints, etc., are permitted while you are on duty.
12. Never stand with your back to a guest.
13. Do not eat or drink in the lobby, bar or kitchen.
14. Do not make comments about guest.
15. Use only employee restrooms.
16. Telephone calls are accepted in cases of sickness and emergency only. Personal
calls are not be made on company telephones.
17. Give all guests VIP (Very Important Person) service.
18. All breakage must be reported to the Manager immediately.

SOP -2 Kitchens
Rules and Regulations

“No race begins at the start line.” Haile G/Silasse 81 SOP-Food & Beverage .Dep
 …..Service built by miles

1. Purpose and Scope

It is essential for every company to have a set of fundamental rules and regulations in
place. These fundamentals offer support for all departments in ensuring that we have
set structures within.

2. General Rules and Regulations

● Any staff will successfully complete the required training session on Food
&Equipment Safety & Sanitation prior to using the kitchen.
● Stuffs shall provide the management with all inspection reports or notify the
management of any upcoming inspections if applicable.
● In case of emergency (equipment breakdown, power loss, lack of water, fire,
flood, sewage back-up, etc.) follow directions posted on the bulletin board.
● all staffs must sign in when entering the kitchen, sign out when leaving
● Kitchen must be left clean and ready for the next user.
● No Running Anywhere, Anytime in the kitchen
● During peak hours, remain calm and listen for orders from your supervisor.
Always acknowledge the orders by replying with YES or OK. Do not argue with
fellow workers; cooks or service personnel. Solve problems at the end of the peak
time.
● No screaming and shouting, Remain quiet but ask to repeat the order if not
understood
● No eating or drinking permitted in the kitchen area
● Knife handling
a) Never carry your knife with the point up or out and never run with a
knife in your hands. Always exercise extreme caution when moving with
a knife in your hand, and remember it is best to sheath your knife before
moving off the line or out of your work area.
b) Cut away from your body and other people
c) When drying a sharp knife, keep the edge away from you don't leave
them in a sink or any other place where they cannot be clearly seen

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d) If your knife falls do not try to catch it! Let it fall!!

e) Pick up or pass a knife by the handle not the blade
f) Do not misuse your knife/ it is for cutting not opening can keep your
knife sharp, it is easier to use and therefore safer to use. You will be
shown the proper way to sharpen and hone you knife/ practice the
technique.
● Lifting and Carrying
In kitchens, often times you will be required to move or lift objects or material of
considerable weight. To avoid injury and accidents you should always ask for
assistance and help. Do not try to lift a heavy stockpot by yourself
● Food Preparation Equipment
a) Because of the potential to cause accidents, broken or incorrectly
operating equipment should be reported to your supervisor.
b) Make sure that you know how to use a machine properly before you use
it. If you are not familiar, please ask your supervisor.
c) Before adjusting or cleaning any machine make sure it is turned off, or
better, unplugged.
d) Due to the powerful motors involved, make sure the machine is turned off
when you plug it into the outlet.
e) Use proper attachments for "tamping or pushing" when using the meat
grinding attachment and ensure they are locked while fitting them. If you
are not sure, ask your supervisor to check it first.
● It is important to know where all steps and floor changes are to help prevent
tripping accidents. Become aware of the physical characteristics of the floor in
the area in which you work. Keep the floors clean and dry/ clean any spills up
quickly.

SOP-3 Behavior in Front of Guests

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1. Purpose and Scope

- You want to be respected by the guests; therefore you should respect the guest.
Always be patient, helpful, kind and polite.

2. General Policies and Procedures

- Always work clean and tidy in front of the guest

- Smile and the world will smile with you
- Show an open posture, i.e. don’t stand with crossed legs or arms in public areas
- Don’t run. Show activity but don’t be hectic
- Don’t lean on tables or work areas
- Always be aware that everything you say could be heard by customers
- Always keep eye contact with the customer, so you will be able to anticipate the
guest’s demands
- Speak loud and clear
- Pay full attention to the guest

SOP-4 Menu Design & Planning

1. Purpose and Scope

To create menus that match the restaurant’s concept, guests’ expectations and
business goals. To source only quality, seasonal produce that ensures consistency.

How to achieve our Standard: How we will know it is done correctly:

1) Ensure menu planning ❑ Menus are planned in a timely manner, taking into
adequately reflects the account financial and customer requirements.
concept and style of the ❑ Managers and employees are involved in the
restaurant menu planning process.
❑ Menus enhance the projected image of the
restaurant and overall concept.

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❑ Customer volumes, logistics and style of service

are considered.
2) Address expectations of the ❑ Menus offer variety and appeal to a broad range of
customer appropriately; tastes.
menus are well presented ❑ Special dietary needs are adequately catered for.
and customer friendly ❑ Menu items are nutritious; well- balanced and
reflects current healthy eating trends.
❑ Menus avoid repetition of ingredients.
3) Consider production ❑ Seasonality and availability of items are
capabilities and purchasing considered when planning menus.
power to obtain quality ❑ Kitchen personnel have the required
ingredients skills/knowledge to confidently and consistently
produce dishes to a high standard.
❑ Kitchen storage and production resources are
sufficient.
❑ All dishes are represented by a standardized
Menu Recipe Card.
4) Ensure that business ❑ Effects on food cost and profit margins are
financial goals are addressed.
incorporated into the menu ❑ Potential effects of new menus on average guest
planning process spend is explored.
❑ Menus are designed that achieve gross margin and
profitability targets.
❑ Menu planning adequately balances innovation
and creativity with financial logic.

SOP- 5–Preparation Before & During Service

1. Purpose and Scope

To prepare all mise en place consistently and in a timely manner, in order to facilitate an efficient service
delivery.

How to achieve our Standard: How we will know it is done correctly:

1) Ensure that kitchen ❑ All kitchen personnel meet the expected requirements of personal

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employees arrive on duty hygiene and wear the correct uniform and safety clothes.
at appointed time

2) Explain menu items on a ❑ Chefs are familiar with the preparation for the different dishes.
daily basis prior to service
❑ Chefs are familiar with all the equipment needed in preparation

3) Allocate sections prior to ❑ All chefs are briefed prior to each shift and are clear on their
service duties and responsibilities for service.

❑ Special requirements for each section are highlighted.

4) Ensure that food ❑ Food production personnel are fully competent in the preparation
production personnel of the required dishes.
work in a professional
❑ They adhere to all hygiene and safety procedures at all times.
and efficient manner at all
times ❑ Their work area is clean and tidy at all times.

❑ They assemble all appropriate ingredients in advance to ensure

efficiency and work productivity.

❑ Initial preparations are completed efficiently and items are stored

correctly until required.

5) Assemble dishes in a ❑ Crockery is correct, clean, polished and not damaged.

timely and appealing
❑ Crockery is placed in hot box one hour prior to service. Dishes are
manner
prepared in accordance with standard recipes.

❑ Senior chef leads kitchen service from the pass.

❑ All orders are dictated to by the chef

❑ Every dish is checked by senior chef before leaving the pass for
presentation, quality and portion accuracy.

❑ RED ( Raw Meat) WHITE (Dairy, Desserts and Pastries) BLUE

6) Coloured coded cutting (Raw Fish and Shellfish) GREEN (Fruit and Vegetables) YELLOW
boards (Raw Poultry) BROWN (Cooked Meats)

❑ Reheat the following products to 75 ºC for 15 seconds:

7) Reheating foods ● Any food that is cooked, cooled, and reheated for hot
holding
● Leftovers reheated for hot holding
● Products made from leftovers, such as soup
● Precooked, processed foods that have been previously
cooled
❑ Reheat all foods rapidly. The total time the temperature of the
food is between 5ºC and 75 ºC may not exceed 2 hours.

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❑ Serve reheated food immediately or transfer to an appropriate hot

holding unit.

8) Ensure that the wash up ❑ Equipment is kept in a clean and safe state at all times.
area and equipment are
❑ Dish washing machines are checked for cleanliness before use and
clean and tidy
maintained.

❑ Water is changed at least twice a day and is at the correct

temperature at all times.

❑ Correct quantities of detergent and rinse aid are

❑ Safely used.

❑ Waste disposal facilities are effectively used.

❑ Waiting staff correctly and safely clear, stack and sort crockery,
cutlery and glasses.

❑ Breakages are recorded and careless breakages are noted and

action taken.

SOP-6 Food Stores Management

1. Purpose and Scope

To store all goods in the appropriate hygienic and secured area, with all stock securely issued and
regularly checked.

How to achieve our Standard: How we will know it is done correctly:

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1) Ensure that storerooms provide a hygienic ❑ Storerooms and equipment are kept clean on an on-going
storage environment basis; regular deep cleaning is implemented.
❑ Storage area is kept dry, cool and well-ventilated.
❑ Cardboard boxes/packaging are disposed of correctly.
❑ Correct temperatures are maintained at all times.
❑ Adequate pest control measures are in place.
❑ Dry goods are stored at least 0.20 meters above the floor on
pallets and shelving.
❑ Fats and oils are stored away from strong smelling foods.
❑ Goods are properly arranged and displayed.
2) Adhere to safe storage conditions ❑ Storerooms have sufficient space and storage shelving for
the quantities of stock held.
❑ Storerooms have adequate lighting for safe access/use.
❑ Cleaning agents are stored in a safe, cool and dry place away
from heat sources.
❑ Separate storage areas are allocated for toxic and non-toxic
items.
❑ Cases are not stacked too high and are easily accessible.
❑ Storerooms are locked when not in use.
3) Ensure efficient and effective storage of ❑ All items are stored by product.
stock ❑ Stock rotation is strictly adhered to.
❑ All perishable goods are kept in a cool, dry place.

date marking system ❑ Label with the product name, the day or date, and time it is
prepared or opened.
❑ Label ready-to-eat, potentially hazardous foods that are
prepared on-site and held for more than 24 hours.
❑ Label any processed, ready-to-eat, potentially hazardous
foods when opened, if they are to be held for more than 24
hours.
❑ Calculate the 5-day time period by counting only the days
that the food is under refrigeration.
4) Ensure that deep freeze storage is safe and ❑ Deep freezers are maintained at or below -18°C, (ice cream
hygienic at -12°C for up to one week).
❑ Deep freezes are regularly defrosted and cleaned.
❑ Raw and cooked foods are stored in separate freezers to
prevent cross-contamination.
❑ All frozen food is wrapped with foil or plastic wrap, to
prevent freezer burn.
❑ Freezers are not overloaded and door is not kept open any
longer than is absolutely necessary.
5) Store refrigerated items safely and ❑ Refrigerated stores are maintained between -1°C and 5°C
hygienically (ideally less than 3°C).
❑ Fridges are deep cleaned regularly and tidied daily.
❑ Fridges are free from bad odours at all times.
❑ Fans are clean, free from ice and working correctly.
❑ Food is placed on labelled trays and properly stored.

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❑ Cooked or ready to eat foods are not stored in the same

refrigerator as raw foods, unless covered and segregated.
❑ Raw food is not stored above cooked or ready to eat foods.
❑ High risk foods and prepared vegetables are stored in
refrigerated storage or in a deep freezer.

❑ Place food in shallow containers no more than 4 inches deep

and uncovered on the top shelf in the back of the walk-in or
6) Chill food rapidly using an appropriate
reach-in fridge
cooling method
❑ A quick-chill unit such as a blast chiller may be used.
❑ Stir the food in a container placed in an ice water bath.
❑ Add ice as an ingredient.
❑ Separate food into smaller or thinner portions.
❑ Pre-chill ingredients and containers used for making bulk
items such as salads.

SOP-7 Kitchen Hygiene

1.Purpose and Scope

To maintain a safe, hygienic environment at all times in accordance with all relevant
legislation and regulations.

How to achieve our Standard: How we will know it is done correctly:

1) Ensure that food ❑ Food production personnel:

production personnel

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consistently adhere to o adhere to all relevant hygiene regulations at all times,

regulations and wear a full, clean uniform and have a fresh, well-
maintain good groomed personal appearance,
personal presentation
o do not wear nail varnish or jewellery in the kitchen,

o ensure that their hands are kept clean and nails well-
manicured,

o treat and cover all cuts,

o Wash and sterilize their hands, as often as is required.

2) Washing hand
❑ Use designated hand washing sinks for hand washing only.
Do not use food preparation, utility, and dishwashing sinks
for hand washing.

❑ Provide warm running water, soap, and a means to dry

hands. Provide a waste container at each hand washing sink.

❑ Wash hands: before, during and after preparation, activity

and touch of any materials.

❑ Follow proper hand washing procedures as indicated below:

Wet hands and forearms with warm, running water at least

40 ºC and apply soap.

3) Clean and maintain ❑ Daily, weekly and deep cleaning schedules for all kitchen
all food preparation areas are displayed and adhered to.
and storage areas
❑ Designated personnel are allocated to monitor cleaning
standards on a daily basis.

4) Ensure that food ❑ Food storage regimes are adhered to.

storage and
❑ Regulatory checks, controls, and records are maintained.
preparation is
conducted in ❑ All refrigeration, cooking and holding temperatures are
accordance with all monitored as required.
relevant regulations
❑ All food is prepared and served in line with defined
requirements.

5) Handle and store all ❑ Only designated cleaning cloths and materials are used.
equipment correctly
❑ All equipment is handled and stored in line with defined
requirements.

6) Create a proactive ❑ Any illnesses or infections are reported immediately to

hygienic working

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environment in the superiors.

kitchen on a daily
❑ Food production personnel do not engage in any unhygienic
basis
work practices.

❑ The correct method is followed for waste storage and

disposal.

SOP-8 Kitchen Closing Duties

1.Purpose and Scope

To carry out all closing duties efficiently and effectively at all times, to ensure the safety
and security of personnel, the premises and stock.

How to achieve our Standard: How we will know it is done correctly:

1) Ensure night shift gets ❑ Issue the night chef with all the produce needed
a full handover for breakfast, log it and place it in the chefs

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handover book
❑ You should go through the breakfast checklist
with the night chef to ensure he has everything
needed to perform his duties

❑ full handover which is to include expected

covers for breakfast and any other important
information the chef might need

❑ All fridges and storage areas are left in a clean,

2) Ensure that all kitchen tidy manner.
areas are fully cleaned
prior to closing ❑ Floors are thoroughly cleaned and mopped.

❑ All sinks are empty and cleaned and the wash-

up area is closed.

❑ All food preparation and production areas are

cleaned.

❑ All rubbish is removed and disposed of

correctly.

3) Clean and store all ❑ Only the correct cloths and cleaning materials
kitchen utensils and are used for cleaning.
equipment correctly
❑ All chopping boards are cleaned and sterilized.

❑ All kitchen equipment is safely and correctly

cleaned and stored in the correct place.

❑ All used cloths are removed to the laundry and

cleaning agents stored correctly.

4) Store all food items ❑ All food items are correctly covered, labelled
correctly and placed in the appropriate fridge/storage
areas.

❑ All fridges are working and operating at the

correct temperatures.

❑ All fridges and storage areas are locked.

5) Ensure that all ❑ All gas equipment is switched off.

appropriate kitchen
❑ Hot plates and salamanders are turned off.
equipment is switched
off ❑ Fat fryers are turned off and covered.

❑ Power points are disconnected, where

necessary.

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❑ Extraction fan is switched off.

6) Conduct final checks to ❑ Designated personnel ensure that all closing

ensure all closing duties are completed.
duties are completed
❑ Any deviations are identified and rectified.

❑ Heating, lighting and ventilation is attended to

as appropriate.

SOP-9 Staff Canteen Meals

1. Purpose and Scope

All permanent employees will be entitled to one staff meal per shift, free of charge,
which is to be taken in the employee restaurant at the allocated meal times.

2. General Policies and Procedures

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● Rosters for the month will be submitted to the Human Resources Department
who will allocate meal vouchers, according to the rostered shifts, to each
employee. These vouchers will be issued to the respective Heads of Departments
who, in turn, will issue the vouchers to the employees. Employees will sign
receipt of these vouchers.
● The staff restaurant will be open all day, but meals will be taken according to a
time schedule which will be made public on the notice boards.
● The time schedule will make provision for each shift to be allocated two meal
times per day so as to not disturb the operation. The Heads of Department will
determine which employees take their meal time at which times. Depending on
the operational requirements, these times may be altered at the discretion of the
Head of Department.
● Upon entering the staff dining room, the Supervisor will collect the respective
vouchers and ensure that each staff member is issued with what he/she is
entitled to. Unless by prior agreement, no staff member will be issued with a
staff meal without presenting a voucher.
● Staff eating in the staff dining room must be in full uniform and on an
authorized break as per the time schedule.

● Should an employee be asked to work hours in excess of his/her allocated shift

and those hours exceed 5 working hours, he/she will be permitted to take an
additional meal in the staff dining room. In such cases, the Head of Department
will send an overtime staff meal requisition to the Staff dining Room supervisor.
The Supervisor will issue a special voucher to that staff member when he/she
presents him/herself at the staff dining room. Employees must not use their
normal staff vouchers for special meals. At the end of each week, the HR

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department will audit the special vouchers issues, against the overtime meal
requisition
● Special vouchers will only be issued if the employee in question is authorized to
work overtime in terms of the overtime policy. Should a staff member decide on
his/her own accord to work overtime without the authorization of his/her Head
of Department, he/she will not be entitled to an additional meal.
● All meals must be taken in the staff dining room.
● Food and beverage may not to be removed from the staff dining room.
● Cutlery and crockery may not be removed from the staff dining room.
● Should an employee, for any reason whatsoever, choose to bring his/her own
meals, these must still be eaten in the staff dining room
● The staff dining room is a strictly non-smoking area.

SOP-10 Staff Canteen Transfer

1. General Policies and Procedures

● On a daily basis, all food and beverage that gets served to the canteen needs to be
recorded on the staff canteen record sheet every morning, the chef on duty will
transfer the previous day’s stock to the canteen on materials control, using the
record sheet.
● The record sheet must be filed to keep record of the month’s usage.

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● Any items that is not purchased ready to eat from suppliers (items we make on
site) must be kept on a separate record sheet and calculated at the end of each
month and given a value. This gets approved by Financial Controller and
Executive chef.
● This total figure is what gets distributed to the canteen monthly operating cost.

Please see the canteen procedure SOP for further details

● Below is the format of the record sheet

Staff Canteen Daily Usage Date: _____________________

Item qty Item qty

SOP-11 Fridge Temperature Checklist

1. Purpose and Scope

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- To prevent food borne illness by contaminated hands. This procedure applies to

anyone who handles, prepares, and serves food.

2. General Policies and Procedures

- Fridge temperatures need to be taken twice a day (Morning & Afternoon).

- A soon as the kitchen is opened in the morning by the senior chef, and in the
afternoon at 18:00. (Approximately every 12 hours)
- The temperature checklists need to be on the door of each fridge.
- If the temperature is not right, it needs to be brought to the executive
chef/chief engineer’s attention ASAP so corrective action can be taken. Please
see attached the template for the actual fridge temperature checklist

SOP-12 Wastage Recording

1. Purpose and Scope

- To record the amount of wastage from the kitchen, so that every month it can be
accounted for.

2. General Policies and Procedures

- Every kitchen and areas of the kitchen will have a wastage sheet on the wall.

- All wastage that gets thrown away needs to be recorded on the wastage sheet.

- Please put the correct weight, date and reason for the waste

- At the end of each week, the forms will be collected and given to the cost
controller to book into materials control

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- If there is a large amount it will be done immediately, E.g. the freezer was not
working during the night and 50l of ice cream is thrown away.

It is the responsibility to each Chef, to limit the waste. The report will be review at the
end of each month by Executive chef, F&B manager, Financial Controller and General
Manager

SOP-13 F&B Costing Procedure

1. Purpose and Scope

- To sell all F&B items, always at the right price following to each local situation.

2. General Policies and Procedures

- All food and beverage costing need to be done on the excel spreadsheet
designed for this purpose

- You fill in the full list of ingredients/products that goes into a specific recipe.
The quantity needed and the price of the item.

- It calculates cost prices and potential selling price at various cost percentages

- The Executive Chef or F&B Manager is responsible for everything except the
prices. The costing must be sent to the (purchasing manager/cost controller) to
input the prices from where we purchase the specific products from

- All food and beverage costing need to be approved by Financial Controller,

Executive Chef and F&B Manager

- Costing need to be reevaluated every 6 months to ensure selling prices are not
affected by fluctuations in F&B prices.

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- All costing need to be kept with the FC for record and audit purposes.

SOP-14 Receiving Deliveries

1. Purpose and Scope

- To ensure that all food is received fresh and safe when it enters the foodservice
Operation and to transfer food to proper storage as quickly as possible.

2. General Policies and Procedures

INSTRUCTIONS

- Schedule deliveries to arrive at designated times during operational hours.

- Establish a return policy to ensure accurate, timely, consistent, and effective
refusal and return of rejected goods.
- Organize freezer and refrigeration space, loading docks, and store rooms
before deliveries.
- Gather product specification lists and purchase orders, temperature logs,
calibrated thermometers, pens, and clean loading carts before deliveries. Keep
receiving area clean and well lighted.
- Do not touch ready-to-eat foods with bare hands.
- All items that can be marked with a received date needs to be marked
- Ensure the products have an expiry date
- Compare delivery invoice against products ordered and products delivered.
- Transfer foods to their appropriate locations as quickly as possible

SOP-15 Reporting Employee Illness and Injury

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1. Purpose and Scope

- All Nutrition Services employees will report illness and injury, and will be restricted
from working with food, as necessary to prevent the contamination of food.

2. General Policies and Procedures

All Nutrition Services employees must:

- Report to the manager before working, any of the following:

- Vomiting
- Diarrhea
- Jaundice
- Sore throat with fever
- Exposure to or diagnosis of food borne illness caused by:
- Salmonella Typhi
- Shigella spp.
- Shiga toxin-producing E. coli
- Hepatitis A virus
- Norovirus
- If become ill while working, report condition to manager
- Report any cuts, burns, boils, sores, skin infections or infected wounds to the
manager
- Stop working if food or equipment could become contaminated
- Cover any open wounds with a clean, dry and leak proof bandage; wear
disposable gloves over bandages on hands

Corrective Action:

- Restrict the employee from working with or around food if the food handler
has a sore throat with fever

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- Exclude the employee from the establishment if the person is vomiting or has
diarrhea; allow the individual to return to work if he or she has been symptom
free for twenty four hours or has a written release from a medical practitioner
- Exclude the employee from the establishment if the person has jaundice; allow
the individual to return to work if he or she has a written release from a medical
practitioner
- Exclude the employee from the establishment and notify the local regulatory
agency if the food handler has been diagnosed with a food borne illness caused
by:
- Salmonella Typhi
- Shigella spp.
- Shiga toxin-producing E. coli
- Hepatitis A virus
- Norovirus
- Work with the employee’s medical practitioner and the local regulatory agency
to determine when the person can safely return to work
- Cover any open wounds with a clean, dry and leak proof bandage and
disposable gloves over bandages if on hands
- Record corrective action in Personnel File
- Discard food that may have become contaminated due to employee illness and
injury
- Record product name and reason for discarding food on Production Record

Supervisor Responsibilities:

- Train employees on the procedures in this SOP

- Provide gloves and appropriate bandages
- Monitor employee illness and injury and Production Record daily

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- Take corrective action as needed

- File Production Record and employee corrective action with HACCP records
- Retrain any Nutrition Services employee not following procedures in this SOP

Verification and Record Keeping:

- Nutrition Services supervisor will verify that employees practice good hygiene
by inspecting employees daily.
- Nutrition Services employees will record product name of discarded items and
reason for corrective action taken on Production Record. The Production Record
and employee corrective action are to be kept on file for a minimum of 5 years.

SOP-16 Equipment Receiving

1. Purpose and Scope

- To ensure that all equipment is tagged and recorded from date of delivery, in
order for future stock takes and audit’s to be smooth and efficient processes.

2. General Policies and Procedures

- Together with the Chief Engineer you need to number and tag each item of large
Equipment (i.e. Oven, Washing machine, furniture) that is delivered and will be
part of the Hotels inventory. Each item will be individually numbered and a
copy of each departments.

- Inventory will be kept with the FC and the departments head.

- If any new equipment is ordered the same procedure needs to be followed and
the item Added on to the master list.

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SOP-17 Food Safety Checklist

Date___________________________ Observer name______________________________________

Directions: Use this checklist weekly. Determine areas in your operations requiring corrective
action.

Record corrective action taken and keep completed records in a file for future reference.

PERSONAL HYGIENE Yes No Corrective Action

● Employees wear clean and proper uniform including shoes. □ □ ________________

● Effective hair restraints are properly worn. □ □ ________________
● Fingernails are short, unpolished, and clean (no artificial nails). □ □ ________________
● Jewelry is limited to a plain ring, such as wedding band and □ □ ________________
A watch and no bracelets.
● Hands are washed properly, frequently, and at appropriate □ □ ________________
Times.
● Burns, wounds, sores or scabs, or splints and water-proof □ □ ________________
Bandaged and completely covered with a foodservice glove
While handling food.
● Hand sinks are unobstructed, operational, and clean. □ □ _______________
● Hand sinks are stocked with soap, disposable towels, and warm □ □ _______________
Water.
● A hand washing reminder sign is posted. □ □ ________________

FOOD PREPARATION Yes No Corrective Action

● All food stored or prepared in facility is from approved sources. □ □ ________________

● Food equipment utensils, and food contact surfaces are properly □ □ ________________
Washed, rinsed, and sanitized before every use.
● Frozen food is thawed under refrigeration, cooked to proper □ □ ________________
Temperature from frozen state, or in cold running water.
● Thawed food is not refrozen. □ □ ________________
● Preparation is planned so ingredients are kept out of the □ □ ________________
Temperature danger zone to the extent possible.
● Food is tasted using the proper procedure. □ □ ________________
● Procedures are in place to prevent cross-contamination. □ □ ________________
● Food is handled with suitable utensils, such as single use □ □ ________________
Gloves or tongs. □ □ ________________
● Food is prepared in small batches to limit the time it is in the. □ □ ________________
Temperature danger zone

“No race begins at the start line.” Haile G/Silasse 103 SOP-Food & Beverage .Dep
 …..Service built by miles

● Clean reusable towels are used only for sanitizing equipment and □ □ ________________
Surfaces and not for drying hands, utensils, or floor.
● Food is cooked to the required safe internal temperature for the □ □ ________________
Appropriate time. The temperature is tested with a calibrated food
Thermometer.
● The internal temperature of food being cooked is monitored and □ □ ________________
Documented.

HOT HOLDING Yes No Corrective Action

● Hot holding unit is clean. □ □ ________________

● Food is heated to the required safe internal temperature before □ □ ________________
Placing in hot holding. Hot holding units are not used to reheat
Potentially hazardous foods.
● Hot holding unit is pre-heated before hot food is placed in unit. □ □ ________________
● Temperature of hot food being held is at or above 65’C □ □ ________________

COLD HOLDING Yes No Corrective Action

● Refrigerators are kept clean and organized. □ □ ________________

● Temperature of cold food being held is at or below 5’C. □ □ ________________
● Food is protected from contamination. □ □ ________________

REFRIGERATOR, FREEZER Yes No Corrective Action

● Thermometers are available and accurate. □ □ __________________

● Food is not stored on the floor of fridges and freezers. □ □ __________________
● Refrigerator and freezer units are clean and neat. □ □ __________________
● Proper chilling procedures are used. (SOP) □ □ __________________
● All food is properly wrapped, labeled, and dated. (SOP) □ □ __________________
● The FIFO (First In, First Out) method of inventory management is □ □ ________________
Used.
● Ambient air temperature of all refrigerators and freezers is monitored) □ □ ____________
And documented at the beginning and end of each shift.

FOOD STORAGE AND DRY STORAGE Yes No Corrective Action

● All food and paper supplies are stored off the floor. □ □ ______________
● All food is labeled with name and received date. (SOP) □ □ ______________
● Open bags of food are stored in containers with tight fitting lids and. □ □ _____________
Labeled with common name
● The FIFO (First In, First Out) method of inventory management is □ □ _____________
Used.
● There are no bulging or leaking canned goods. □ □ ______________
● Food is protected from contamination. □ □ ______________
● All food surfaces are clean. □ □ ______________
● Chemicals are clearly labeled and stored away from food and food. □ □ _______________

“No race begins at the start line.” Haile G/Silasse 104 SOP-Food & Beverage .Dep
 …..Service built by miles

Related supplies
● There is a regular cleaning schedule for all food surfaces. □ □ ______________
● Food is stored in original container or a food grade container. □ □ ______________

CLEANING AND SANITIZING Yes No Corrective Action

● Dish machine is working properly (such as gauges and chemicals □ □ ______________

Are at Recommended levels).
● Water is clean and free of grease and food particles. □ □ ______________
● Water temperatures are correct for wash and rinse. □ □ ______________
● If using a chemical sanitizer, it is mixed correctly □ □ ______________
● Small ware and utensils are allowed to air dry. □ □ ______________
● Wiping cloths are stored in sanitizing solution while in use. □ □ ______________

UTENSILS AND EQUIPMENT Yes No Corrective Action

● All small equipment and utensils, including cutting boards and □ □ _____________
Knives are cleaned and sanitized between uses.
● Small equipment and utensils are washed, sanitized, and air-dried. □ □ _____________
● Work surfaces and utensils are clean. □ □ _____________
● Work surfaces are cleaned and sanitized between uses. □ □ _____________
● Thermometers are cleaned and sanitized after each use. □ □ _____________
● Can opener is clean. □ □ _____________
● Drawers and racks are clean. □ □ _____________
● Clean utensils are handled in a manner to prevent contamination □ □ _____________
Of areas that will be in direct contact with food or a person’s mouth.

LARGE EQUIPMENT Yes No Corrective Action

● Food slicer is clean. □ □ ________________

● Food slicer is broken down, cleaned, and sanitized daily □ □ ________________
● Boxes, containers, and recyclables are removed from site. □ □ ________________
Loading dock and area around dumpsters are clean and □ □ ________________
Odor-free.
● Exhaust hood and filters are clean. □ □ ________________

GARBAGE STORAGE AND DISPOSAL Yes No Corrective Action

● Kitchen garbage cans are clean and kept covered. □ □ ________________

● Garbage cans are emptied as necessary. □ □ ________________

“No race begins at the start line.” Haile G/Silasse 105 SOP-Food & Beverage .Dep
 …..Service built by miles

● Boxes and containers are removed from site. □ □ ________________

● Loading dock and area around dumpster are clean. □ □ ________________
● Dumpsters are clean. □ □ ________________

PEST CONTROL Yes No Corrective Action

● Outside doors have screens, are well-sealed, and are equipped □ □ ________________
With a self-closing device.
● No evidence of pests is present. □ □ ________________
● There is a regular schedule of pest control by a licensed □ □ ________________
Pest control operator.

SOP 18 Damaged return log

Standard Operating Procedure
Radisson Blu Hotel,

Addis Ababa

Sita code: ADDZA

KITCHEN 001.Damage return log

HACCP Based
Standard Operating Procedures
Damaged and Returned Product Log

Instructions: Upon receiving goods that are damaged or not up to standard, this log needs to get filled out before returning the goods b
These records need to be kept and filed, as to see the supplier’s consistency to either good or bad service and standards of goods. Ea
own form

“No race begins at the start line.” Haile G/Silasse 106 SOP-Food & Beverage .Dep
 …..Service built by miles

Date Time Supplier Product Name Temperature Corrective Action Taken Initials/Da

SOP 19 CHEFS HANDOVER BOOK

1. Every day, the below handover needs to be filled in and left outside the chefs office after service before going
home
2. Any important info needs to be communicated through this system.

Chef on Duty:____________________________ Date:_____________________________

Number of Chefs on Duty:___________________ Stewarding all on Duty:_____________

Absent Staff:_____________________________

Covers for: Breakfast:__________ Lunch:___________ Dinner:_________

Guests in house for the next 3 days: Tonight:_______

Tomorrow:_________ Next Day:_________        

Issues:

                 

“No race begins at the start line.” Haile G/Silasse 107 SOP-Food & Beverage .Dep
 …..Service built by miles

                 

                 

                 

                 

                 

                 

                 

Maintenance:

                 

                 

                 

                 

Signaure:___________

SOP 20 Wastage sheets

Standard Operating Procedure

KITCHEN 001. Wastage Recording

“No race begins at the start line.” Haile G/Silasse 108 SOP-Food & Beverage .Dep
 …..Service built by miles

Objective: to record the amount of wastage from the kitchen, so that every
month it can be accounted for

Guideline:

1. Every kitchen will have a wastage sheet on the wall.

2. All wastage that gets thrown away needs to be recorded on the

wastage sheet

3. Please put the correct weight, date and reason for the waste

4. At the end of each week, the forms will be collected and given to
the cost controller to book into materials control

5. If there is a large amount it will be done immediately, E.g. the

freezer was not working during the night and 50l of ice cream is
thrown away.

SOP 21 Cleanliness on the job

Standard Operating Procedure
KITCHEN 001. Cleanliness on the job

“No race begins at the start line.” Haile G/Silasse 109 SOP-Food & Beverage .Dep
 …..Service built by miles

Cleanliness on the job

● Immediately after the shift is over, clean and sanitize the preparation and work area

● Clean and sanitize all counters

● Remove and store away products that need to be kept cool

● Clean and sanitize all utensils

● Clean and sanitize all equipment

● Check storage of all items and secure

● Make sure all foods stored are properly covered

● Return all utensils to appropriate location

● Make sure all waste bins are covered with lid

● Keep stoves, Bain-Maries and ovens clean and tidy

● Inform Sous Chef of production schedule and follow-up items prior to leaving work
station

3. TIPS

Shelves and racks are cleaned daily

Fresh ice covering daily

Drain pans cleaned daily

Kitchen cleaned and sanitized daily

“No race begins at the start line.” Haile G/Silasse 110 SOP-Food & Beverage .Dep
 …..Service built by miles

SOP 22 COOLING POTENTIALLY HAZARDOUS FOODS

Standard Operating Procedure

KITCHEN 001. Cooling Potentialy Hazardous Foods

PURPOSE:

To prevent food borne illness by ensuring that all potentially hazardous foods are cooled properly.

SCOPE:

This procedure applies to foodservice employees who prepare or serve food.

KEY WORDS:

Cross-Contamination, Temperatures, Cooling, Holding

INSTRUCTIONS:

1. Train foodservice employees on using the procedures in this SOP.

2. Follow local health department requirements.
3. Prepare and cool food in small batches.
4. Chill food rapidly using an appropriate cooling method:

“No race begins at the start line.” Haile G/Silasse 111 SOP-Food & Beverage .Dep
 …..Service built by miles

● Place food in shallow containers no more than 4 inches deep and uncovered on the top shelf in the back of
the walk-in or reach-in fridge
● A quick-chill unit such as a blast chiller may be used.
● Stir the food in a container placed in an ice water bath.
● Add ice as an ingredient.
● Separate food into smaller or thinner portions.
● Pre-chill ingredients and containers used for making bulk items such as salads.
5. If local requirements are based on the Food Code, chill cooked, hot food from:
● 60 ºC to 20 ºC within 2 hours. Take corrective action immediately if food is not chilled from 60 ºC to 20
ºC within 2 hours.
● 20 ºC to 5 ºC or below in remaining time. The total cooling process from 60 ºC to 5 ºC may not exceed 6
hours. Take corrective action immediately if food is not chilled within the 6 hour cooling process.
6. Chill prepared, ready-to-eat foods such as tuna salad and cut melons from 20 ºC to 5 ºC or below within 4
hours. Take corrective action immediately if ready-to-eat food is not chilled from 20 ºC to 5 ºC within 4 hours.

Standard Operating Procedure

KITCHEN 001. Cooling Potentialy Hazardous Foods

MONITORING:

1. Use a clean, sanitized, and calibrated probe thermometer to measure the internal temperature of the food during
the cooling process.
2. Monitor temperatures of products every hour throughout the cooling process by inserting a probe thermometer
into the centre of the food and at various locations in the product.

CORRECTIVE ACTION:

1. Retrain any foodservice employee found not following the procedures in this SOP.

Sop 23 Kitchen staff training

“No race begins at the start line.” Haile G/Silasse 112 SOP-Food & Beverage .Dep
 …..Service built by miles

Standard Operating Procedure

KITCHEN 001. Training Forms

Objective: to document any training done in the kitchen

Guideline:

1. Any training that gets done has to be filled out in the form.

2. After the training is complete, fill out what training was done and
get the staff to write their names and sign for it.

3. It short description should be done in English. The reason for this

is when someone is not doing what they are supposed to, you can
go back to the sheet and show where they signed for it and that it
was explained to them in the language they understand

Sop 24 Tasting food in the Kitchen

“No race begins at the start line.” Haile G/Silasse 113 SOP-Food & Beverage .Dep
 …..Service built by miles

TASTING OF FOOD IN THE KITCHEN PROCEDURE

INSTRUCTIONS:
1. Tasting of any food in the kitchen using fingers should be avoided.

2. During service times, there should be a container of water by each section with
disposable spoons.

3. Take a spoon out of the container, wipe dry and use it to taste the food, after
tasting, place the spoon back in the container.

4. It is very un hygienic to lick your fingers and should not be done

5. It is Strictly Forbidden (Illegal) to eat any kind of food in the Kitchen

-Don’t eat or drink at work station

-Don’t chew gum or chat at work place

-Don’t smoke at work place

-Don’t argue, shout, laugh, or chat with work colleagues while on

duty. Reveal any conflicting issues during the daily briefing or weekly meeting
with openness.

-Enter and leave Kitchen through Kitchen door only (if available)

“No race begins at the start line.” Haile G/Silasse 114 SOP-Food & Beverage .Dep
 …..Service built by miles

“No race begins at the start line.” Haile G/Silasse 115 SOP-Food & Beverage .Dep