FOOD AND BEVERAGE MANAGER SOPS TASK LIST AND EXPANDED TASK LIST 1.

Inspect F&B areas FBS001

a. Inspect F&B areas before operations to ensure compliance of reporting times and duties prior to breakfast service 2. Check emails FBS002

a. Go through all incoming mails and respond back to any queries and follow ups necessary 3. Meetings FBSG003

a. Attend any departmental, HOD or committee meetings necessary for overall facility management 4. Return to F&B areas for operations FBS004

a. Return to F&B areas during breakfast operations to ensure all is well and to correct any problems observed in initial inspection 5. Guest inspections FBS005

a. Take guests on inspection of facilities especially conference areas 6. Check mails FBS006

a. Go through emails again, answering and responding as necessary 7. Oversee lunch operations FBS007

a. Attend all food areas during lunch service to ensure service standards are maintained 8. Operations corrections etc FBS008

a. Take time to go through all F&B areas of operation and correct and follow up on all errors found prior 9. Trainings FBS009

a. Attend or conduct departmental trainings as scheduled

10.

Check conference areas tea service

FBS010

a. During any conference check on tea service and ensure operation is going correct 11. HOD tea meetings FBS011

a. Tea time for HODs where a small briefing is held in case any issues arising during the day 12. Attend F&B briefing (pre dinner) FBS012

a. Attend all F&B service staff briefings and brief staff or tackle any small matters before service 13. Oversee dinner operations in all outlets FBS013

a. Attend dinner service in all outlets to ensure proper dinner service 14. Write reports FBSG014

a. Attend to any reports pending and any other departmental paperwork 15. Close shift ensuring ready for the next day FBS015

a. Do the last round on the way out to ascertain that all closing duties are being done

RESTAURANT MANAGER SOPs TASK LIST AND EXPANDED TASK LIST 1. Punctuality FBS001 - Report earlier than all waiters and monitor timing for all other waiters timing. 2. Pick meal plan FBS002 - Ensure that the meal plan is picked from the reception and used to guide on total covers for the day. 3. Open doors and windows FBS003 - Open all the doors and windows to allow for proper ventilation. 4. Switch on lights FBS004

Ensure proper lighting by switching on all the lights and check for any that is not in good condition. 5. Check duty roster FBS005 - Confirm on all staff required to report and record that all have reported on their duties. 6. Check personal grooming FBS006 - Ensure that all staff are well groomed before the actual service time. 7. Do task allocation to waiters FBS007 - Organize a staff schedule for duty allocations and inform all the staff before start of the days activities. 8. Check the setup FBS008 - Carry out a thorough inspection on the set up to ensue that it has met the required standards. 9. Check buffet set up FBS009 - Ensure that the buffet set up is well arranged and is clean. Confirm that all the requirements for buffet set up are in place. 10. Check ms en place FBS010 - Ensure that there is enough mis en place for the service and is well arranged and clean. 11. Check tea and coffee station FBS011 - Ensure the tea and coffee station is fully set and ready for service. 12. Check wall hangings FBS012 - Ensure that all wall hangings are properly arranged and in good condition. 13. Check the tall boy FBS013 - Ensure that the tall boy is properly arranged and ready to use. 14. Check the bar FBS014 - Check that all the bar opening duties are carried out promptly and any issue requiring response is attended to. 15. Check general cleaning FBS015 - By use of a checklist ensure that all the cleaning before pre opening is done accordingly. 16. Check plate warmers if in good condition FBS016 - Ensure that the plate warmer is well placed, clean, working and that all plates are placed accordingly. 17. Carry out monthly financial report FBS017 - Update all the monthly financial reports and submit them to the relevant authorities. 18. Make Restaurant Yearly budget FBS018 -

Draw up a restaurant yearly budget and factor in all the required objectives.

BARS SOPs

TASK LIST AND EXPANDED TASK LIST 1. Personal grooming FBB001 - You are entrusted with handling our guests needs and must, therefore, reflect cleanliness and wholesomeness at all times. 2. Punctuality FBB002 - Always be in time for the service and other duties in the service area. 3. Cleaning of the Bar Area FBB003 - Clean all the furniture, bar counter and arrange them as per the required standard. 4. Mis en place FBB004 - Put in place all the glassware and arrange them neatly ready for start of service. 5. Stock taking FBB005 - Together with the F&B controller, carry out the stock taking process for the entire beverage. 6. Make the days requisition FBB006 - Countercheck the remaining stock and then draw up the requisition in good time. 7. Stocking the Beverage Cooler FBB007 - Ensure that the cooler is well stocked using the FIFO method. 8. Service Procedure FBB008 - Make yourself aware of customers at all times and maintain a general care of them as they are walking into the Bar. 9. Closing duties FBB009 - The bar must be left clean at all the time for the next days opening. 10. Update all the daily reports FBB010 - Record all daily sales and highlight and report any pending bills, and shortages. -

HOSTESS SOPs

TASK LIST AND EXPANDED TASK LIST 1. Punctuality FSH001 - Always ensure you are in time to start the daily activities for the restaurant. 2. Table allocation FSH002 - Prepare and allocate tables as per the guests details. 3. Welcoming of guests FSH003 - Give all guests a warm welcoming and sit them in their respective tables already allocated to them. 4. Carry out Head Count FSH004 - Conduct a head count for all present guests in the restaurant. 5. Check on guests welfare FSH005 - Walk around the restaurant to enquire about guests progress and attend to any complaint. 6. Bid guests FSH006 Thank all the guests and wish them a good day as they leave the restaurant. 7. Collect dirty linen FSH007 - Pick all dirty linen from all the restaurants and take to the receiving area for laundering. 8. Collect clean linen FSH008 - Pick the clean linen from the receiving area and distribute to the restaurant for start of set up. 9. Fold napkins FSH009 - Fold all the guest napkins and place them in each cover. 10. Pick the meal plan FSH010 - Get a copy of the days meal plan and start plan for the mis en place 11. Reconcile meal/cover statistics FSH011 - After the head count reconcile the covers available with the meal plan received from the front desk. 12. Prepare the bill summaries. FSH012 - Summarize all the days bills and present them to the front desk for control purposes.

F&B SERVICE WAITERS SOPs

TASK LIST AND EXPANDED TASK LIST 1. Punctuality FBSR001 - It is the responsibility of each waiting staff to report duty in time at 6.30am. 2. Daily Cleanliness FBSR002 - Ensure that all working stations are well arranged and clean ready for the days ser FBSR003vice. 3. Mise n place - Prepare all the required operating equipment and ensure they are all in order. 4. Coffee Brewing FBSR004 - ensure that the coffee is brewed fresh every time using Dormans Coffee 5. Breakfast service FBSR005 - Ensure you have detailed knowledge of the products (food & beverage), the menu and the ingredients and understand the sequence of the service 6. Breakfast clearance FBSR006 - Do not clear any plates before everybody has finished, start with children, ladies, gentlemen (host last). Remove all cutleries that were placed for the particular dish. (If any guest request for clearance do it to the who asked only. 7. Dirty linen replacement FBSR007 - Remove all dirty linen and place with new and clean linen. 8. Polishing crockery and cutlery FBSR008 Select a cleaning cloth- Ensure that the cloth is clean and absorbent. Only use discarded linen cloths provided by linen room. DO NOT USE NAPKINS AT ANY TIME.

9. Lunch setup FBSR009 - Set up the restaurant with clean covers to prepare it for lunch service. 10. Lunch break FBSR010 - No break will be taken without permission from the management. 11. Lunch confirmation FBSR011

12. -

13. -

14. 15. 16. 17. -

18. -

19. -

Ensure that every operating tool and equipment and all mise n place is in place. Lunch service FBSR012 Ensure you have detailed knowledge of the products (food & beverage), the menu and the ingredients and understand the sequence of the service. Clearance FBSR013 Do not clear any plates before everybody has finished, start with children, ladies, gentlemen (host last). Remove all cutleries that were placed for the particular dish. (If any guest request for clearance do it to the who asked only. Dinner Mise n place FBSR014 Prepare all the required operating equipment and ensure they are all in order. Dinner confirmation FBSR015 Ensure that every operating tool and equipment and all Mise n place is in place. Daily briefing FBSR016 Should be attended by everyone to get updated on any new information. Dinner service FBSR017 Ensure you have detailed knowledge of the products (food & beverage), the menu and the ingredients and understand the sequence of the service. Clearance FBSR018 Do not clear any plates before everybody has finished, start with children, ladies, gentlemen (host last). Remove all cutleries that were placed for the particular dish. (If any guest request for clearance do it to the who asked only. Closing duties FBSR019 The restaurant must be left clean at all the time for the next days opening.

CONFERENCE & BANQUETING SOPs TASK LIST AND EXPANDED TASKLIST 1. Punctuality FBSC001 Reporting time is 6.30am

2. Personal grooming FBSC002 Put on appropriate and clean uniform 3. Opening conference FBSC003 Pick conference keys from the reception and open doors, windows, and air conditioner of the conferences in use and not in use

4. Cleaning FBSC004 Wiping tables, tea tables and dusting of seats. 5. Set ups FBSC005 Put up the requested set up as per the event order. 6. Welcoming guests FBSC006 Welcome the guests to the conference room and ensure they are settled. 7. Tea station FBSC007 Set up the tea station and ensure tea and snacks is ready by 9.30am. 8. Service FBSC008 Help guests in service as they have their tea 9. Mis en place FBSC009 Prepare mis en place and have the area cleaned. 10. Lunch break FBSC010 - No break will be taken without permission from the management. 11. Mis en place FBSC011 - As the guest go for lunch do replenishing of the conference room 12. Re-welcoming guests FBSC012 - Re-welcome guest again in the conference room for the afternoon section and ensure they are settled 13. Tea station FBSC013 Prepare tea station and confirm everything is in order. 14. Service FBSC014 - Help guests in service as they have their tea

15. Mis n place FBSC015 - Clear tea station ,empty dust bins and have all crockery washed 16. Closing duties FBSC016 Enter conference room, confirm if guest properties have been left and if any hand it over to the reception then lock the conference room and take keys to the reception

BUSINESS CENTRE SOPs TASK LIST ANDEXPANDED TASK LIST 1. Punctuality FSBC001 Reporting time for business centre is 7.30am, so the attendant must report at least 15min before this time. FSBC002

2. Opening business centre -

Pick business centre keys and event order from the reception and open business centre, windows, computers and printer as well. FSBC003

3. Briefing -

Briefing of staff on ground of any special demands and tasks FSBC004

4. Cleaning -

Do the cleaning, dusting of tables and wiping of the windows, computers and printer.

5. Conference room check FSBC005 Go round the entire conference centre, check if they are opened and gazebos arranged in order. FSBC006

6. Requisition -

Write down all the requisition of issues.

7. Pump check FSBC007 Open the water pump.

8. Tea stations check FSBC008 Check tea stations if for proper setting, note missing items if any and Man ship.

9. Pump check FSBC009 9.30am shut down the water pump. FSBC010

10. Billing -

Raise all the bills and have them signed.

11. Lunch break FSBC011 Only when authorized by the departmental head.

12. Conference check FSBC012 Check conferences if afternoon replenishment has been done. FSBC013

13. Tea stations check -

Check 4pm tea if ready FSBC014

14. Pump check -

3.30pm open the water pump 4.30pm close water pump.

15. Closing duties FSBC015 Ensure conferences have been replenished for next days conferences.

16. Inquiry FSBC016 Inquire from the reception for incoming conferences.

17. Briefing FSBC017 Briefing of the staffs for next days tasks and allocations. FSBC018

18. Summary -

Prepare report for all days summary and forward together with bills to the reception and handover keys as well.