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- 35 Must Follow Guidelines for F & B Staffs
Posted by : Unknown
Sunday 28 April 2013
35 Must Follow Guidelines for F & B Staffs
Food & Beverage Service department is one of the most important and integral parts of a hotel. Efficiency of a F & B Staff upholds total standard of a hotel. Here we will learn 30 must follow guidelines for F & B Staffs' this is a must read for all hoteliers.
- We are always professional when serving our guests. We should assist each other if and when possible to provide best quality service.
- Always try to understand the guests and identify them by name if and whenever possible. There is eye contact and speak in a warm and friendly manner.
- All phones are to be answered within three rings. Good telephone etiquette shall be adhered to at all times. Remember “the voice with a smile”.
- Acknowledge guests speedily within two minutes of arrival. Be cheerful and comply to guest’s request with speed and sincerity.
- All F & B staff shall always present themselves at all times, in a neat and professional manner. Always wear proper uniform. Be Knowledgeable of Hotel facilities, activities/events and schedule on the hotel.
- While guest tend to departure, thanks them for his presence and bid a warm farewell and wish them for next return.
- Must attend daily pre-meal briefing and de-briefing to learn about new items, F&B activities and guest feedback.
- All Restaurant/Banquet function should be ready before opening or scheduling starting time (20 minutes). The rooms must be fresh, clean and entrance of the outlet will be attended.
- Spilled or unsatisfactory drinks are promptly replaced without questions.
- Measure all your drinks that they will taste the same every times.
- Clean as we go one tray in and one tray out. Service areas and equipment will be cleaned; restock at completion of shift/Function, ready for each meal period.
- All chipped glassware and defective silverware shall be removed from service.
- All napkins need to be free of holes, stains and frayed edges. Unacceptable linen shall be returned immediately back to the Housekeeping and new ones are to be replaced.
- There should never be more than two cigarette butts in an ashtray. Regular changing of ashtrays should be carried out consistently.
- Straight drinks or cocktails should be served within 3 to 5 minutes.
- Extra setting should be removed from the table when the guest is seated.
- The professional service shall be adhered to elegantly by all servers/barmen.(Warm, responsive and professional)
- Professional service shall always be practiced in back of hotel.
- Footwear must meet department standards and always be cleaned and polished.
- Nametag should be kept in good condition and worn at all times during duty.
- Keep bar well stocked according to par level.
- Neat, clean, complete and symmetrical set up of tables and restaurant/Banquet/Room Service/bar and Deli areas is a must at all times.
- Menu spotless clean when presenting to guest. Mentioned the daily specialty and menu items shall always be available.
- Cold foods should be served on chilled plate and hot foods on hot Plate. All foods and beverages are served from right and clear from right.
- Correct silverware to be presented prior to the food service and will be carried out on service plate with under liner.
- Clear the plate away from guest only when the guests have finished eating (or indicate by cutleries) Empty glasses, coffee or teacups will be removed when no replenishment is needed.
- Morning tea, coffee and Juice must be immediately offered during breakfast service.
- Pull out chair for guest and thank all guests for their patronage. Acknowledge guest in queue or waiting for service and apologies for any delay.
- Report any mishaps on daily logbook to avoid the same mistakes.
- All trash or bin to be emptied on every shift and regularly. Corridors and exits are free of room service trays and free of obstruction.
- Report any maintenance defect during operation. Maintain a correct inventory of furniture, fixture and operating equipment. Carry out a proper inventory and spring-cleaning quarterly.
- Stainless steel and silver should look clean and shine. Trolley wheel must be oiled regularly.
- Fresh flower or plant must be fresh.
- All articles found in any outlet should be handled over to the Lost and Found for safekeeping.
- All Staff should try to promote the Hotel Food and Beverage outlets with confidant.