sheraton bar service sops.docx

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1、BEVERAGE&BARSERVICE曰BeverageService匕BarGuidelinesBEVERAGESERVICESERVICEPROCEDURESFirstrounddrinkordersareatoppriority.Whenguestsareseated,itisourstandardtohaveservedtheirfirstroundofdrinkswithin5minutesregardlessofwhothetableHbelongsto.Thisisanareawherewecanreallydistinguishourselves.Watercanbeserve

2、dtothegueststodiminishtheirbeveragewaittime.Whileservingbeverages,Serversshouldalwaysrememberthefollowing: Writedowndrinkordersusingtheguestnumberingsystem.Thereisnoneedtoskiplinesondrinktickets. Suggestoneortwofeaturedbeveragestotheguestwhenordering.Useupsellingtechniqueswhenavailable. Beveragesare

3、servedfromtherightsideunlesspreventedbyspacelimitationsortableconfigurationoriftheguestobviouslyisdrinkingwithhis/herlefthand. Servebeveragesaccordingtodesignatedstandards,andaskguestsiftheyhaveanyquestionsaboutthemenu. Serveonecreamerpertableuponrequest,filled1/4fullforeachguestpreferringcream. Aut

4、omaticallyrefilldrinkssuchasicedtea,water,andcoffeeatthe3/4emptymarkuntiltheguestsarefinishedwiththeirmainentree.Atthistime,itispropertoaskguestsiftheywouldlikeanotherbeverage.Wedonotchargeforcoffeeortearefills. Fillallglassestotherimwithice.Neveroverfillglassesoruseglassesthatareevenslightlywarm. A

5、lwaysusebevnapsorcoasterswhileservingdrinks.Donotexcessivelychangebevnaps,replacingthemonlywhentheyaresaturatedortorn.Adheretothefollowingguidelines: Placethebevnapinfrontofeachguestashe/sheorders. Putthedrinkdownclosetotheguestandontothecenterofthebevnap. Avoidlettingbevnapsclutterthebar/serviceare

6、a. Donotusebevnapswhenservingbeerorwine. Putonecoasterundertheglasswhenservingbottledbeer. Handleallglassesbythestemorlowerportionoftheglass(awayfromtherimorbowl).Don,tholdtheglassbytherimorputhandsinsideglassesorcups(cleanordirty).Forsafetyorawkwardreaches,glasswaremayrequireafirmergrip,ormovingoth

7、eritems. Whenmorethanoneglassispresentonthetable,theglasstobeusednextisalwaysplacedfarthesttotheright.Thismakesiteasierfortheguesttoreachforanddrinkfromtheglasswithoutspillingorhavingtorearrangethetablesetup.Remember,theideaistoanticipatetheguests,needsandtomakeitaseasyaspossibleforthemtoenjoytheire

8、vening.Alwaysaskpermissionbeforeclearingemptyglasses.Don,tliftglassesorcupsoffthetabletopour.Placetheglassorcup(handlefacingtotheright)inplaceonthetable,andthenpourwiththerighthand.Thisincludescoffeeservice.Mineralwatersarechilledandservedwithouticeunlessotherwiserequestedbytheguest.Thecorrectgarnis

9、hisalimewedgehingedontheglassrim.Watershouldberefilledwhenglassesarehalfempty.Alwaysfacethetableswhilestandingatthebar.Alwaysfaceguestswhileservingthem.Bepositivewhenphrasingservicequestions:MayIgetyouanothercocktailTorWouldyoucareforanotherroundTNeverusenegativephrasingsuchasiiIsthatall?”Placeacock

10、tailnapkininfrontoftheguestswiththelogo,emblem,orwrittenmaterialfacingthem.Calltheguestbynamewheneverpossible.Ifregularpatronsfrequenttheoutlet,remembertheirfavoritebrandorcocktailandhowtheylikeitprepared.Servecocktailsassoonaspossibletoensurequality.Placethepourspoutinthebottlesothatthelabelisturne

11、dtowardguestsseatedatthebar.Thiswillenabletheguesttoseewhatisbeingpoured.Strictlyadheretothehotelpourpolicyinaccordancewiththehotelrecipes.AlwaysprocesstheorderthroughthePOSSystem.Alwaysplacetheguestcheckinfrontoftheguestatthesametimethecocktailisserved.Atalltimes,ensurethatthetableismaintained(i.e.

12、,napkinspickedup,ashtrayscleaned).Ashtraysshallbetoppedwithacleanashtray,removingthefullashtraytoatray,thenreplacingitwiththecleanone.Bealertforminors.Ifthereistheslightestdoubt,requestidentificationandverifyagebeforeserving.Neverarguewithaguest.Refuseservicetoanintoxicatedperson.Thisiseveryassociat

13、esresponsibility.Ifthereisaproblem,calltheManager.Rectifyanyerrorinserviceatonce.Neverattempttocollectforchargesuntiltheguestindicatesthattheyarereadytopayorsignthecheck.Upontheguests,departure,thankthemandinvitethemtoreturn.Alwayswipedownthetableorbarwithadampclothimmediatelyupontheguest,sdeparture

14、.Wipecrumbsfromchairs,replaceashtrays,andreplenishmatches.Tidythefloorifnecessary. Alwaysbecourteousandhelpfultofellowassociates.Thiswillbenoticedandappreciatedbyguests.AlcoholicBeverages Whenanaperitifhasbeenservedwiththeappetizer,theemptyglassesareremovedonlyafterthered(ornext)winefortheentreehasb

15、eenpoured. Ifawhitewineisservedwiththeappetizer,theemptyglassesareremovedonlyafterthered(ornext)winefortheentreehasbeenpoured. Thered(orentree)wineglassesareremovedonlyaftercoffeeisservedorafterdinnerdrinksareserved. Don,tleaveemptycocktailglassesonthetable.Removeonlywiththeguest,spermission.BeerSer

16、vice Forbottledbeerservice,Placethebeerglassonthetableandpourthebeerfortheguestontothesideoftheglass.Filltheglasshalffullandplacethebottleonthetablenexttotheglasswiththelabelfacingtheguest.Alwaysbringafreshglasswhentheguestordersmoreofthesamebeer. Oneofthesecretsinservingaperfectglassofbeeristorinsetheglassincold,cleanwaterbeforefilling.Beershallbeservedcoldat37oF(9)usingco