sheraton bar service sops.docx

BEVERAGE&BARSERVICE曰BeverageService匕BarGuidelinesBEVERAGESERVICESERVICEPROCEDURESFirstrounddrinkordersareatoppriority.Whenguestsareseated,itisourstandardtohaveservedtheirfirstroundofdrinkswithin5minutesregardlessofwhothetableHbelongsto."Thisisanareawherewecanreallydistinguishourselves.Watercanbeservedtothegueststodiminishtheirbeveragewaittime.Whileservingbeverages,Serversshouldalwaysrememberthefollowing:> Writedowndrinkordersusingtheguestnumberingsystem.Thereisnoneedtoskiplinesondrinktickets.> Suggestoneortwofeaturedbeveragestotheguestwhenordering.Useupsellingtechniqueswhenavailable.> Beveragesareservedfromtherightsideunlesspreventedbyspacelimitationsortableconfigurationoriftheguestobviouslyisdrinkingwithhis/herlefthand.> Servebeveragesaccordingtodesignatedstandards,andaskguestsiftheyhaveanyquestionsaboutthemenu.> Serveonecreamerpertableuponrequest,filled1/4fullforeachguestpreferringcream.> Automaticallyrefilldrinkssuchasicedtea,water,andcoffeeatthe3/4emptymarkuntiltheguestsarefinishedwiththeirmainentree.Atthistime,itispropertoaskguestsiftheywouldlikeanotherbeverage.Wedonotchargeforcoffeeortearefills.> Fillallglassestotherimwithice.Neveroverfillglassesoruseglassesthatareevenslightlywarm.> Alwaysusebevnapsorcoasterswhileservingdrinks.Donotexcessivelychangebevnaps,replacingthemonlywhentheyaresaturatedortorn.Adheretothefollowingguidelines: Placethebevnapinfrontofeachguestashe/sheorders. Putthedrinkdownclosetotheguestandontothecenterofthebevnap. Avoidlettingbevnapsclutterthebar/servicearea. Donotusebevnapswhenservingbeerorwine. Putonecoasterundertheglasswhenservingbottledbeer. Handleallglassesbythestemorlowerportionoftheglass(awayfromtherimorbowl).Don,tholdtheglassbytherimorputhandsinsideglassesorcups(cleanordirty).Forsafetyorawkwardreaches,glasswaremayrequireafirmergrip,ormovingotheritems. Whenmorethanoneglassispresentonthetable,theglasstobeusednextisalwaysplacedfarthesttotheright.Thismakesiteasierfortheguesttoreachforanddrinkfromtheglasswithoutspillingorhavingtorearrangethetablesetup.Remember,theideaistoanticipatetheguests,needsandtomakeitaseasyaspossibleforthemtoenjoytheirevening.Alwaysaskpermissionbeforeclearingemptyglasses.Don,tliftglassesorcupsoffthetabletopour.Placetheglassorcup(handlefacingtotheright)inplaceonthetable,andthenpourwiththerighthand.Thisincludescoffeeservice.Mineralwatersarechilledandservedwithouticeunlessotherwiserequestedbytheguest.Thecorrectgarnishisalimewedgehingedontheglassrim.Watershouldberefilledwhenglassesarehalfempty.Alwaysfacethetableswhilestandingatthebar.Alwaysfaceguestswhileservingthem.Bepositivewhenphrasingservicequestions:"MayIgetyouanothercocktailT'orWouldyoucareforanotherroundT'NeverusenegativephrasingsuchasiiIsthatall?”Placeacocktailnapkininfrontoftheguestswiththelogo,emblem,orwrittenmaterialfacingthem.Calltheguestbynamewheneverpossible.Ifregularpatronsfrequenttheoutlet,remembertheirfavoritebrandorcocktailandhowtheylikeitprepared.Servecocktailsassoonaspossibletoensurequality.Placethepourspoutinthebottlesothatthelabelisturnedtowardguestsseatedatthebar.Thiswillenabletheguesttoseewhatisbeingpoured.Strictlyadheretothehotelpourpolicyinaccordancewiththehotelrecipes.AlwaysprocesstheorderthroughthePOSSystem.Alwaysplacetheguestcheckinfrontoftheguestatthesametimethecocktailisserved.Atalltimes,ensurethatthetableismaintained(i.e.,napkinspickedup,ashtrayscleaned).Ashtraysshallbetoppedwithacleanashtray,removingthefullashtraytoatray,thenreplacingitwiththecleanone.Bealertforminors.Ifthereistheslightestdoubt,requestidentificationandverifyagebeforeserving.Neverarguewithaguest.Refuseservicetoanintoxicatedperson.Thisiseveryassociate'sresponsibility.Ifthereisaproblem,calltheManager.Rectifyanyerrorinserviceatonce.Neverattempttocollectforchargesuntiltheguestindicatesthattheyarereadytopayorsignthecheck.Upontheguests,departure,thankthemandinvitethemtoreturn.Alwayswipedownthetableorbarwithadampclothimmediatelyupontheguest,sdeparture.Wipecrumbsfromchairs,replaceashtrays,andreplenishmatches.Tidythefloorifnecessary.> Alwaysbecourteousandhelpfultofellowassociates.Thiswillbenoticedandappreciatedbyguests.AlcoholicBeverages> Whenanaperitifhasbeenservedwiththeappetizer,theemptyglassesareremovedonlyafterthered(ornext)winefortheentreehasbeenpoured.> Ifawhitewineisservedwiththeappetizer,theemptyglassesareremovedonlyafterthered(ornext)winefortheentreehasbeenpoured.> Thered(orentree)wineglassesareremovedonlyaftercoffeeisservedorafterdinnerdrinksareserved.> Don,tleaveemptycocktailglassesonthetable.Removeonlywiththeguest,spermission.BeerService> Forbottledbeerservice,Placethebeerglassonthetableandpourthebeerfortheguestontothesideoftheglass.Filltheglasshalffullandplacethebottleonthetablenexttotheglasswiththelabelfacingtheguest.Alwaysbringafreshglasswhentheguestordersmoreofthesamebeer.> Oneofthesecretsinservingaperfectglassofbeeristorinsetheglassincold,cleanwaterbeforefilling.Beershallbeservedcoldat37oF(9)usingco