HAN I MA
ICE
Standard Operating Procedures FOOD & BEVERAGE DEPARTMENT Men Op ions and Food Ser ice Process
Re ba ed e e e a ced a a a da d a df ea e dea f COVID 19.
2020 E
ION
3
Thi doc men i a efe ence fo mea e ha ha e been e ie ed and adap ed o he local con e b SHANTI Wo kplace Heal h & Safe Commi ee, C i i Team and o he ele an akeholde ho a e e pon ible fo heal h- ela ed i e , incl ding admini a ion. The mea e fo m la ed a e ba ed on he g ideline ecommended b he Wo ld Heal h O gani a ion (In e na ional) and he local Mini of Heal h and Wellne .
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SHANTI MAURICE STANDARD OPERATING PROCEDURE
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TITLE
MENU OPTIONS, PRESENTATION AND FOOD SERVICE PROCESS - COVID-19
Creation Date
DEPARTMENT
FOOD AND BEVERAGE
Version No
PERSON RESPONSIBLE
F&B MANAGER
Version Date
REF: FB COV 3 14-08-2020
A
1.0 Definitions The new process allows social distancing rules and to conform to the hygiene and sanitary parameters. A pre order scenario is the best social distancing formula as it reduceS the frequency of human contact. It reduces contact from initially 6 process to 3 process. This process emphasizes on the application of side duties and preparation to limit guests interactions.
2.0 Responsibilities Waiter Responsible for the observance of the SOP F&B Supervisor Responsible for the observance of the SOP F&B Manager Responsible for the overall implementation of the SOP
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F&B MANAGER
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This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission
TITLE
MENU OPTIONS, PRESENTATION AND FOOD SERVICE PROCESS - COVID-19
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REF: FB COV 3
3.0 Menu Options Scenario Process 3.1
Process Flow
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F&B MANAGER
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Signature:
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TITLE
3.2
MENU OPTIONS, PRESENTATION AND FOOD SERVICE PROCESS - COVID-19
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REF: FB COV 3
Menu Options Process 1. Follwing the WHOÂśs recommendation two options has been identified namely: Option 1: Menu consultation from Online Application Option 2: Hard copy sanitised menus 2. Menu downloaded on the APP lounge on guestÂśs smart phone allows guests to enjoy surfing on our alleys of menu varieties of each restaurant. 3. Hard copy menu is available. It entails in following a sanitizing process prior to be handed over to guests. This option follows the social distancing of minimum one meter at guests table and may be available also on guests console as well if they prefer to limit human contact.
3.2.1 OPTION 1 Specifications -Guests can pre order their meal and confirm their booking via the app lounge -It limits largely the human contact and conforms with the social distancing rules -More time to surf for their preferred meal whilst relaxing -Menu can also be viewed on the hotel website : www.shantimaurice.com -Menu contains QR codes and this can be scanned and translated in different languages (Chinese | German | English | French | Russian ) 3.2.2
OPTION 2 Process
Step 1: Sanitize working area with; approved sanitizer spray | gloves | Mask | Paper towel Step 2: Hold Menu in right in left Hand and use left hand to sanitize menu front. Step 3: Dry wipe front Menu Step 4: Sanitize inside menu and dry wipe Step 5: Sanitize back of menu and dry wipe Step 6: Discard paper towel in garbage bin
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F&B MANAGER
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TITLE
MENU OPTIONS, PRESENTATION AND FOOD SERVICE PROCESS - COVID-19
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REF: FB COV 3
4.0 Menu Presentation and Pre-Order Scenario Process 4.1
Process Flow
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F&B MANAGER
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TITLE
4.2
MENU OPTIONS, PRESENTATION AND FOOD SERVICE PROCESS - COVID-19
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REF: FB COV 3
Restaurant Concept Introduction and Presentation Process 1. Upon arrival, Front Office team to brief guests on full service orientation of the outlets operating modalities of a strict hygiene protocol. 2. If known that guests will need further assistance from the outlet operations , F&B manager to ensure that he meets guests and do the initiation process of the service concept with the guests. 3. Social distancing of one meter must be maintain throughout the service sequence.
4.3
Pre-Order Process 1. Service team member must abide to the revised grooming and attire standard prior. 2. Service team does not need to introduce themselves. 3. Prompt for the drink order: “Sir what would you care for the drinks today a wine by the glass or an aperitif cocktail or simply would you like to check our beverage card on your mobile app or would you prefer to see the menu� 4. The beverage console must be position at the one meter of the guests table and bottle is open at the console with eye contact and served in the wine glass. 5. The readymade drinks be it a cocktail or simply mixed drinks is placed on the beverage console. 6. Once the pre ordered is confirmed process for the service of food by respecting the one meter guidelines.
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F&B MANAGER
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Signature:
This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission
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MENU OPTIONS, PRESENTATION AND FOOD SERVICE PROCESS - COVID-19
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REF: FB COV 3
5.0 Menu Presentation and Food Service Process 5.1
Process Flow
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F&B MANAGER
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Signature:
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TITLE
5.2
MENU OPTIONS, PRESENTATION AND FOOD SERVICE PROCESS - COVID-19
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REF: FB COV 3
Menu Presentation and Food Service Process 1. Serve the drink order within ten minutes. 2. Prompt guests if they would like their meal to be placed on the console so they can help themselves or if they would like to be served at their respective table. 3. Menu options explanation : “Sir | Madam, we will take your orders for your beverages and food items from the menu all together to allow more comfort of a relaxing experience in our restaurants. You have a choice of viewing our digital menu to avoid contact with object on your mobile phone or you may enjoy from our sanitized menu card”. “Please note that you have two options for your beverages and food delivery. Option 1 we serve your food and drink directly on your restaurant console or the option 2 we may serve you also directly at table. Your bread and butter is served complimentary at your table, today we have 3 flavor’s ., for your plate clearance you may also like to leave it on your console or we may collect it directly at your table” 4. The guests console must be equipped with an ice bucket with ice, a surface to put the glass and value of length for two plates of diameter 32cm each with waiter¶s cloth if guests would like to pick their plates themselves. 5. Confirm order again when served at table or console: “ Sir | Madam this is your gazpacho soup and chef salad , enjoy your meal”. 6. For console option: In the event the food is served hot the console must be equipped with linen towel folded and placed on the console and guests are informed prior. 7. All soiled plates to be collected at the console or at guests table. Throughout the whole process waiters cloth and gloves to be worn at all times. 8. All soiled napkins to be discarded in the napkin bin available in each outlet stations. 9. Throughout the whole process the social distancing must be respected. Note: To stay courteous throughout and accommodating at all times especially if guests are senior citizen adapting to this style would require certain adjustment and in the event that the situation is very confused the manager in charge to be called for assistance and all department concern are informed on the guests feedback log sheet.
Prepared by:
F&B MANAGER
Approved by:
Signature:
This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission
TITLE
MENU OPTIONS, PRESENTATION AND FOOD SERVICE PROCESS - COVID-19
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REF: FB COV 3
6.0 DISTRIBUTION General Manager Resident Manager Financial Controller F&B Manager Duty Manager
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F&B MANAGER
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Signature:
This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission