The document outlines standard operating procedures for food and beverage service in different areas including restaurants, bars, banquets, and room service. It provides step-by-step instructions for staff on tasks like setting up and breaking down restaurant areas, taking food and drink orders, billing guests, and cleaning up. Key performance indicators are also defined to evaluate aspects such as average check size, beverage costs, sales mix, and customer satisfaction.

1. FOOD & BEVERAGE SERVICE STANDARD
OPERATING PROCEDURES
Prepared By: Tariku Hailu
Food and Beverage Manager

2. Table of Contents
Procedures Page
Restaurant 2
Bars 4
Meeting and Events 5
Room Service 6
Key Performance Indicator 7

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4. FOOD & BEVERAGE PROCEDURES
DEPARTMENT FOOD & BEVERAGE SERVICE
PROCEDURE Restaurant 001
SCOPE Restaurant service
PURPOSE Ensure efficient performance in the restaurant
BREAKFAST
After Dinner service
 Change the dirty table cloths in the restaurant. 

 Set the basic mise-en-place on the tables - clean linen, cutlery and napkins and
glassware. 
 Set the buffets counters with clean equipments , glassware and crockery. 
Before Breakfast service
 Counter check that the tables are set correctly 
 Add any other items required on the set tables 
 Confirm that all the buffet mise-en-place is complete and adequate. 
During Breakfast
 Greet guest as they arrive and help to seat them. 
 Preferences of Teas and coffee to be asked to guests and served immediately. 
 Clear tables as guests clear their meals. 
 Once a table is vacant reset for possible occupancy by other guest. 
 After breakfast, clean the restaurant, dismantle the buffet station. 
 Set the tables for Lunch 
LUNCH/DINNER
 Ensure the restaurant is clean, soiled linen is changed and restaurant set for lunch. 
 Enquire on the day’s menu so as to guide on the covers to be set. 
 Ensure sideboards are clean and condiments are in place. 
 Ensure the menus are available to present to the guest once seated. 
 The restaurant supervisor shall brief the service crew before service begins. 
 Restaurant Supervisor allocates table stations. 
 Greet the guest and seat them. 
 Take order for drinks /food in captain order 
 Repeat order to ensure accuracy 
 Process the order. 
 Serve the order at the shortest time possible. 

 Table d’hôte and Ala carte dishes will be served from the kitchen covered with a
clouch. 
 Clear the table as guests’ complete their courses. 
 Place the used dishes on sideboards or take straight to the wash up area. 
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5. FOOD & BEVERAGE PROCEDURES
 Clean and reset the table. 

 Enquire if the guest would like to have anything else, if not present the bill in a folder
and give back change in the same folder. 
 Thank the guest and wish them a good day 

AFTER SERVICE 
 Restaurant must be cleaned. 
 Linen cleared, soiled taken to laundry and exchanged for clean ones. 
 Skeleton breakfast mise-en-place done. 
 The restaurant guest statistics filed by the supervisor. 
 Supervisor ensures that all breakfast special requests are with the chef for execution. 
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6. FOOD & BEVERAGE PROCEDURES
DEPARTMENT FOOD & BEVERAGE SERVICE
PROCEDURE Bars 002
SCOPE Bars service
PURPOSE Ensure efficient performance in the bars
OPENING DUTIES
 The Bar man shall report at least one hour before opening of the bar. 
 Take the physical bar/beverage stock. 
 Ensure bar counter is clean and tidy and supplies are well arranged. 
 Ensure the furniture is clean and well arranged. 
 Prepare mise-en-place for the day’s service such as lemon/orange slices, cocktail
fruits, ice cubes, wine baskets and buckets are readily available. 
 Pick float from the front office. 
 Ensure glasses and bar tools are clean and adequate for service. 
 Snack menu should be available, find out the missing items from the kitchen. 
ACTUAL SERVICE
 Greet the guest 
 Take the guest order 
 Clarify the order 

 Serve the guest drink with the right type of glass with the bottle label facing the
guest. 
 All soft drinks and beer bottles shall be wiped clean before service. 
 Use a tot measure at all times when serving spirits and liqueurs. 
 Ask the guest for additional drinks when the one they are having is almost finished. 
 If no more drink is required, clarify on the bill settlement and prepare the bill. 
 Present the bill in a folder 
 After guest has signed or paid, process the bill and give back appropriate change. 

CLOSING DUTIES 
 Clear all tables and wipe them clean. 
 Clear and wipe clean the Bar counter. 
 Restock all the fridges. 
 Close all bills and remit sales and float to front office cashier. 
 Ensure all glasses are clean. 
 Ensure all empty bottles are well arranged in the appropriate crates. 
 Sweep and mop the Bar. 
 Note the finished stock so as make a requisition before bar opening. 
 Ensure spoilages and transfers are authorized. 

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8. FOOD & BEVERAGE PROCEDURES
DEPARTMENT FOOD & BEVERAGE SERVICE
PROCEDURE Conference & Banquets 003
SCOPE Banqueting
PURPOSE Ensure efficient performance in Banqueting
In reserving a function, employees will fill in the function booking form/event order
 The name of the function/organizer will be used throughout the conversation. 
 Employees will quote the rate, date and confirm space availability. 
 Confirmation letters/emails will be written to the guest within 24 hrs. 
 The function will be guaranteed only after payment of the amount required. 

 The function booking form will be circulated to the Chef, Housekeeping and any
other department for preparation. 

 There will be a pre-function meeting with all involved departments to ensure smooth
running of the event. 

 All function organizers before the start of the function must be meet, greeted and
follow-up made to ensure that everything is done to their satisfaction. 

 Where possible, VIP status and an upgrade to a superior room will be offered to the
organizer. 
 All set-ups must be completed one hour prior to the start time of the function. 
 A feedback questionnaire will be issued to the function organizer/ guests. 

 The guests will be able to preview their function bill before and sign to confirm that
the items posted are correct before departure and payment made for any balances. 
 Functions will be followed up with a “Thank you” letter/Email. 

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10. FOOD & BEVERAGE PROCEDURES
DEPARTMENT FOOD & BEVERAGE SERVICE
PROCEDURE Room Service 004
SCOPE Service in guest rooms
PURPOSE Ensure efficient performance in the bars
 Make enough mise-en-place according to instructions. 
 Take all soiled items to the dish washing area and the dirty linen to the linen store. 
 Clean and polish all cutlery and arrange them neatly. 
 Wipe and arrange glasses according to their size, type in different trays. 

 The Room service telephone shall be used exclusively for order taking and for no
other purpose 
 Ensure you have the occupancy list, captain order pad, room service menus and pen. 

 When taking a guest order, pick in less than 3 rings, greet the guest identify the
department and yourself. 
 Take the order on a captain order, repeat the order for clarification. 

 Arrange the trays for advanced orders (door-knob menus) with all items required,
except food or beverage. 
 Process the orders on time. Avoid delays. Always check your tray to verify whether
you have the proper items and the necessary implements before delivery. 
 Check the guest-check and verify with the order. 
 Go straight to the guest room – do not linger on the corridor. 
 Knock at the door and call out “Room Service” before entering the guest room. 
 Greet the guests in a friendly way when entering. 
 Set the tray where required – ask the guest to verify the order. 
 Have the guest sign the bill 
 Record the time and the numbers of the room served on the list in the room service. 
 Keep the room service tidy and clean at all times. 

 When breakfast time is over, check all floors and clear the floor offices of service-
ware. Collect empty trays and take them to the main room service office. 
 Bring dirty items to the dish washing and the linen to the linen store. 
 Clean and polish all cutleries and arrange them neatly according to their size on one
tray. 

 Wipe and arrange neatly according to their size and type, set the trays on the tall
boy. 
 Prepare sufficient mise-en-place, according to instructions. 
DOOR KNOB ORDERS
 Pick all breakfast door knob orders by latest 9.00pm 
 Inform the chef of very early breakfast orders 
 Serve orders at the guests specified times. 

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12. FOOD & BEVERAGE PROCEDURES
KEY PERFORMANCE INDICATORS
KPI FORMULA PERIOD
Average Check  Average Check is calculated by dividing the total Day/weekly
sales in shillings per day/week by the number of
customers (in the Restaurants, Bars or
Conference/Banquets) to get the sales per head.
 Average check is normally affected by the current
trends.
 Monitoring the increase or decrease in revenue
assists the Manager in making informed decisions.
Beverage cost  Beverage cost = Cost price divided by selling price Daily
multiplied by 100%
or
cost price x100% = Beverage cost %
Selling price
 The management should come up with a set
Beverage cost percentage. Points to note:

The higher the Beverage costthe lower the Gross
profit

The lower the Beverage costthe higher the Gross
profit
 Maintaining Beverage cost will depend on the cost
price and the Hotel’s competitors.
Sales mix/  Summary of food items on the Menu at the end of Daily/weekl
Popularity Index the day (Provided by the POS/manual sales y
summary).
 This summary informs the Manager on:
- popular/unpopular items on the Menu/ bar card
- record for stock control, for example, to help
predict future demand
- changes in customer interests
- pin points where profits/losses are being made.
 Sales mix data is a fundamental base for analyzing
and reviewing Menus/Beverage cards
Customer  Monitored using Guest comment cards. Monthly
Satisfaction  Smart Managers use this method to measure key
elements of their operations, for example, Food
quality, speed of service, cleanliness and staff
professionalism.
 This tool enables them improve on service delivery,

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compile training programs and minimize guest
complaints.
Costs  Total labor cost is one of the largest expenses Quarterly
incurred by Hotels.
 Keeping a Constant track of the labor costs by
controlling the number of F&B staff in a given period
will assist in cost reduction i.e. having fewer staff
during low seasons.
Seating efficiency  Seating efficiency refers to the table turn over, that Daily
is, the duration between one seating to the next
guest setting while still offering high quality
customer service.
 It is imperative to establish and monitor the seating
efficiency so as to increase revenue during busy
sessions.
Sales per square  This is an alternative method of comparison Monthly/Qu
metre between establishments and is calculated using the arterly/yearl
sales per square metre or per square foot. y
 This method is particularly useful in Bars, take away
operations where earnings per seat cannot be
calculated.
 Formula – Total sales divided by the square
meterage of the service area, for a specific service
period.
Sales per seat  This shows the sales value that can be earned by Monthly/Qu
available each seat in the Restaurant, conference/function arterly/yearl
room etc. y
 Used to compare different types of operations as
well as a record of earnings per seat over a period
of time.
 It is calculated by dividing the sales figures by the
number of seats available in a given F&B outlet for
specific service periods.

15. FOOD & BEVERAGE PROCEDURES
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