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FOOD&BEVERAGE:SERVICEPoliciesandStandardOperatingProceduresLaCigaleHotel60SuhaimBinHamadStreetPOBox25555DohaQatarT:[phone]E:[e-mail]1LACIGALEHOTELFOOD&BEVERAGE:RESTAURANTSERVICEPOLICIESANDSTANDARDOPERATINGPROCEDURESFOOD&BEVERAGE:SERVICEPoliciesandStandardOperatingProceduresLaCigaleHotel60SuhaimBinHamadStreetPOBox25555DohaQatarT:[phone]E:[e-mail]2CONTENTSIntroductiontourismandyouHotelOverviewDepartmentalOverviewandContributionDepartmentalReportingStructureStaffAttitudeHoursofWorkStandardOperatingProceduresFOOD&BEVERAGE:SERVICEF&BS–001BAROPENINGDUTIESF&BS–002BEVERAGESERVICEOROCEDURESF&BS–003BEVERAGESERVINGSTANDSF&BS–004BARCLEANLINESSF&BS–005THEBASICBARLAYOUTF&BS–006COCKTAILMAKINGF&BS–007BARCLOSINGDUTIESF&BS–008SEQUENCEOFSERVICEF&BS–009GREETINGANDSETINGF&BS–010MENUPRESENTATIONF&BS–011TAKINGFOOD&BEVERAGEORDERF&BS–012SERVICEOFBEVERAGEF&BS–013SERVICEOFWINEF&BS–014SERVICEOFCHAMPAGNEF&BS–015TEA/COFFEESERVICEF&BS–016CIGAROFFERINGF&BS–017CLEARANCEMETHODSF&BS–018CLEARANCEOFASHTRAYSF&BS–019GLASSWAREPOLISHINGF&BS–020PLACINGANDCONDUCTINGREQUISITIONF&BS–021PRODUCTEXPIRYDATESF&BS–022PERSONALHYGIENEANDUNIFORMF&BS–023MONTHLYTRAININGF&BS–024HANDLINGGUESTCHECKSF&BS–025HANDLINGCOMPLAINTSF&BS–026SPILLAGESF&BS–027LOSTPROPERTYF&BS–028ILLNESSF&BS–029ALCOHOLOVERCONSUMPTIONF&BS–030RECORDSF&BS–031LOSTCHILDRENFOOD&BEVERAGE:SERVICEPoliciesandStandardOperatingProceduresLaCigaleHotel60SuhaimBinHamadStreetPOBox25555DohaQatarT:[phone]E:[e-mail]3F&BS–032CUSTOMERSWITHCOMMUICCATIONDIFFICULTIESF&BS–033SPECIALNEEDSF&BS–034TROLLEYSF&BS–035BILLF&BS–036AFTERWORKEF&BS–037PREVENTINGFIRESF&BS–038SAFECHEMICALHANDLINGF&BS–039READINGTHEMSDSF&BS–040SANITATIONF&BS–041PREVENTINGFALLSF&BS–042PREVENTINGBURNSF&BS–043LIFTANDMOVINGCARTPROPERLYF&BS–044PREVENTINGCUTSF&BS–045PREVENTINGELECTRICSHOCKF&BS–046THEGUESTF&BS–047PERSONALAPPEARANCEF&BS–048UNIFORMF&BS–049SUGGESTIVESELLINGF&BS–050THEGREETINGF&BS–051TAKINGTHEORDERINBARF&BS–052REGISTEROPERATIONSF&BS–053BARSTATIONSETUPF&BS–054BACKSTATIONSETUPF&BS–055ORDERINGPROCEDURESF&BS–056SERVINGORDERF&BS–057BASICKFIRSTAIDEMERGENCISF&BS–058PRINCIPLEOFCLEANINGF&BS–059PESTCONTROLF&BS–060MIS-IN-PLACEF&BS–061FEATURESOFATRAYF&BS–062WINEDECANTINGF&BS–063BREAKTIMEF&BS–064OUTSIDEFOODANDBEVERAGEF&BS–065CURRENCYPOLICYF&BS–066PETPOLICYANDBABYSITTERF&BS–067MUSIC,LIGHT,CHANNELFOOD&BEVERAGE:SERVICEPoliciesandStandardOperatingProceduresLaCigaleHotel60SuhaimBinHamadStreetPOBox25555DohaQatarT:[phone]E:[e-mail]4TOURISMANDYOU(UNDERSTANDINGTHEINDUSTRY)WHATISTOURISMABOUT?Tourismisaboutpeoplewhotravelawayfromtheirfamiliarhomeenvironment.Oftentheytravelonholiday;ortheymaybetravelingonbusinesstrips;theymaybetravelingtovisitfriendsandrelatives;theymaybegoingtopilgrimage;theymaybetravelingtoaconferenceorevenasportingliketheWorldCupCricketseriesortheOlympicGames(eitherasspectatorsorparticipants).Sometimestheytraveltoanothercountry,butnotalways.Thekeypointshereare:TourismcantravelforalotofdifferentreasonsTouristsdonotalwayscomefromanothercountryWhentravelersstaywithintheirowncountrytheyarecalledDomestictourists,butwhentheytraveltoanothercountrytheyareinternationaltourists.InternationaltouristsarrivinginanothercountryarereferredtoasInboundwhiledepartingnationalsettingoffforanothercountryOutboundtourists.Touristscanbedescribedbytheirreasonfortraveling.Thetermholidaymakerandbusinesstravelerareobvious,lessobviousisthetermVFRwhichmeansvisitingfriendsandrelatives.Leastobviousisthetermcommoninterest.Itisusedtodescribetravelerswhoarejoinedbyothertravelerswhohavecometosharethesameexperienceswhentheyreachtheirdestination.Pilgrims,conferenceandconventiondelegates,peoplewhotraveltohealthspasandmedicalcenters,participantsandspectatorsatsportingeventsareallpartofthecommoninterestcategory.Tourismisabouttheindustriesthatlookafterthesetravelers.Thekeypointshereare:Theycantravelforalotofdifferentreasons.Theyneedpeopletolookafterthemandtoprovideserviceslikefoodanddink,somewheretostay,transporttogetabout,helpandinformationtogetabout,activitiesandentertainmentandtransporttogetthemoutandhomeagain.Visitorsfromanothercountryoftenneedextracarebecausethingslikesocialcustoms,thelanguageandcurrencymaybestrangetothem.AccommodationandcateringsectorTransportsectorTravelagenciesTouroperatorsEntertainmentandleisureprovidersGuidesandinformationservicesTheabovebusinessmakesuptheprivatesectors.FOOD&BEVERAGE:SERVICEPoliciesandStandardOperatingProceduresLaCigaleHotel60SuhaimBinHamadStreetPOBox25555DohaQatarT:[phone]E:[e-mail]5Governmentdepartmentswithtourismresponsibilities(transport/planninganddevelopment/policymaking/immigration/customsandexcise/licensingandregulation/destinationmarketing)areinthepublicsector.Thereisonedefinitionoftourismthathasuniversalacceptance.Itsaysthat:Tourismisthetemporarymovementofpeopletodestinationsoutsideoftheplaceswheretheynormallyliveandwork,andtheiractivitiesduringtheiractivitiesstayatthesedestinations.FOODANDBEVERAGESERVICESWhenwespeakofhospitalityitisimport