HOW TO UPSELL BEVERAGES AND TAKE A DRINK ORDER

NUMBER   :     04
DEPT          :     F&B – Lobby Lounge
this important for you ?
1.    To maximize guests satisfaction.
2.    To ensure the guests are aware of the special to enhance the guests’ choice
3.    To generate potentially additional revenues
4.    To avoid disappointment should the guest order a beverage which is not available.

STEPS   AND STANDARTS THAT MUST BE DONE
1) Request
Statement: “Ordertakers are Ordermakers”Ask the guest what they would like to drink.Say: “Excuse me sir / madam or Mr. / Mrs.  XXX, what would you like to drink?”
2) Suggest
During the order process, you will need to make suggestions to the guest in order to upsell beverages
Suggestions can be:
-    Daily special
-    Weekly cocktail
-    Wine of the month
(Always describe the choice  positively and in detail)
E.g. say: “May I suggest today’s special, which is a XXX, shaken or stirrer and presented in a beautiful glass with colourful garnish”Ask open questions, where the guests can not say no to.
3) Thank you
Thank the guest for their order.Say: “Thank you for your order, I will bring it to your table in a few minutes”

HOW TO SERVE A COFFEE AND TEA

TASK NUMBER:     BAR-06
DEPARTMENT:     F&B – Bar/Night Club
Why is this task important for you and our guests?
Answers:
1.    To maximize guests satisfaction.
2.    To ensure coffees are served consistent
3.    To ensure the coffee and Tea is hot

STEPS    AND      STANDARDS
1) Make coffee by the pot.
Pre-heat the pot – fill the pot with hot water from the boiler and leave it for 2-3 minutes.Empty the pot off the hot water.Fill coffee in a heated thermos pot from the coffee brewing dispenser.

2) Make coffee by the cup.Rinsed the cup with over-flowing hot water, empty the cup of the water and place it under the coffee machine nozzle and then press button for regular coffee.

3) Proceed to and approach the guest table.Say “Excuse me, Mr./Mrs./Ms./Sir/Madam (Guest Name), may I serve your coffee?”If yes, stand at the right side of the guest with your right leg slightly in front of the table.Place the pot or cup on a non-slip service tray together with hot milk, sugar bowl / set (Depending of the hotels’ equipment) and lemon plate.

4) Serving coffee by the cup.Place the hot milk, sugar bowl / set (Depending of the hotels’ equipment) and lemon plate above the cup.Place coffee cup set on the right side of the setting, with cup handle pointing horizontally (3 o’clock) to the right and coffee spoon parallel to it on the top of the saucer.

5) Serving coffee by the pot.Place the hot milk, sugar bowl / set (Depending of the hotels’ equipment) and lemon plate above the cup.Place coffee cup set on the right side of the setting, with cup handle pointing horizontally (3 o’clock) to the right and coffee spoon parallel to it on the top of the saucer.Handle the coffee pot with the right hand, thumb on top and fingers at the handle’s grip.Pour the coffee into the cup approximately 15-20 cm above the middle of the cup until 2/3 full.Place coffee pot above the cup at 45 degrees.
6) Before leaving the guest table.
Say “Please enjoy your coffee” with a smile.

1.HOW TO WELCOME THE GUEST

NUMBER:     01
DEPT:     F&B – Lobby Lounge
this  important for you
1.    To make the guest feel welcome and acknowledge regular guests
2.    To maximize the guest satisfaction

STEPS   AND TANDARDS THAT MUST BE DONE
1) Welcome guest
 Stand upright with eye contact and smile besides the hostess desk or at the entrance.

2) Greet the guest
Greet the guest by saying, “Good Morning/Afternoon/Evening,If you know the name:Mr. / Mrs. ????
If you don’t know the name: Sir / Madam.welcome to Lobby Lounge” (Name of outlet)
Followed by: A table for ....... ? (Mention the accompanied number of persons)orA table for how many guests would you like?Bring the guest the table.

HOW TO PRESENT A MENU

TASK NUMBER:     BAR-02
DEPARTMENT:     F&B – Bar/Night Club
Why is this task important for you ?
Answers:
1.    To maximize the guest satisfaction
2.    TO be professional in the delivery of personalized service all times.

                                              STEPS     AND         STANDARDS
1) Check the menu.Service Associate should check all the condition of the menu cover and the menu pages before presenting to the guest.
2) Self introduction.
“Good Morning/Afternoon/Evening,Mr./Mrs. Sir/Madam, my name is (your first name)”.
3) Presenting the Menu.
Standing at the right side of the guest, bend the upper body, before presenting the menu; it is our standard in this bar to bring the house champagne to guest to ask him/her whether he/she prefers to have a glass of house champagne. If not, then present the opened menu (first page) in front of the guest and say:                          “This is the menu”(use your right hand).

            HOW TO TAKE A DRINK ORDER
TASK NUMBER:     BAR-03
DEPARTMENT:     F&B – Bar/Night Club
Why is this task important for you ?
Answers:
1.    To maximize the guest satisfaction
2.    To ensure suggestive selling is made.
3.    TO be professional in the delivery of service at all times.
                               
                                                    STEPS    AND    STANDARDS
1) Offer assistance. 
After presenting the menu, prompt the guest to place the drink order by saying “Mr./Mrs./Sir/Madam XXXX, may I take your drink order”.  
2) Suggestive selling.   
Recommend the cocktail/mocktail/wine of the month or special’s of the month.   
3) Check understanding.    
Repeat the beverage order to the guest after written on the order pad.
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How To Create and Prepare SOP

All successful companies have one thing in common. They document and follow standard operating procedures (SOPs) to keep daily operations running consistently, safely, on time, according to quality measures, and in compliance with government regulations. An SOP documents how, when, where and why a job is done and who does it. An SOP manual houses all the SOPs for a division, department or group within a company. An SOP manual is a valuable reference for existing employees and an effective training tool for new hires. Manual organization and writing style will vary widely across companies, but there are some common considerations when creating SOP manuals for your workplace.

A standard operating procedure, or SOP, ideally contains the information necessary for a person to complete a task within an organization. The SOP reflects the priorities of the organization by codifying how repetitive tasks should be completed within the constraints of the organization. Typically, the SOP intends to maximize productivity and quality, as described by the U.S. Environmental Protection Agency. The SOP can be used for training new employees or as a benchmark by which to measure more seasoned workers and to plan for employees' periodic certification or training time and the expenses necessary to perform a task successfully.

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