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ROSEWOOD MINIMUM OPERATING GUIDELINES FOOD drinks are not “auctioned” ? Beverages are served to the right of the guest ? Employee does not touch the rim of the glass when serving beverages BEVERAGES ? Wines by the glass presented and served from bottle in formal dining rooms (luncheon/dinner)? Beverages served within three minutes of ordering ? Coffee/tea offered after meal (luncheon/dinner) MENUS ? Server inquires if guest would prefer to sit with a cocktail or would like to see the menus? Menus are presented opened to the ladies first, from the left, with the left hand ? Chef’s specials are recited and described in an informative and appealing manner ? Guests are provided with a menu within 5 minutes of cocktails being served (dinner only) ? All menus are clean and in good repair UPSELLING ? Order taker suggests accompaniments? Up selling is made, using descriptive words SERVICE ? Menu offered unless buffet service? Wine list offered (luncheon/dinner) ? Waiter knowledgeable about all menu items in terms of preparation, ingredients, presentation and flavour ? 'Juice of the Day' offered or other fruit juice (breakfast) ? Selection of teas or coffees offered within two minutes of seating (breakfast) ? Beverages served within three minutes of ordering ? Daily specials presented by the order taker ? Requested items served within 10 minutes of ordering (breakfast) ? Special menu requests and preparation methods are graciously accepted ? First course served within 10 minutes of ordering (luncheon/dinner) ? Management visible and accessible during peak service periods ? Guest offered dessert menu (luncheon/dinner/non-buffet service) WINE food is not “auctioned“ ? Hot food is served hot; cold food is served cold ? All dirty silverware is removed and replaced as needed before items are served ? Appetisers are cleared from the right when all guests have finished ? Items are cleaned neatly and quietly ENTRéE SERVICE ? Appetizer plates, dirty flatware, and related condiments are removed from the table before entree is served ? Guests receive the correct entree as ordered, complete with side dishes, condiments or sauces, and correct utensils ? Plates are free of spills and fingerprints ? Guests receive food ordered; food is not “auctioned“ ? Hot food is served hot; cold food is served cold ? Only complete orders are brought to the table DESSERT SERVICE ? Specific dessert recommendations are made when presenting the dessert menu, tray, or cart? Specific after-dinner drinks are offered during dessert service (dinner only) ABSENCE OF GUEST AT TABLE ? When a guest leaves the table during service, his or her napkin is neatly refolded and placed across the chair arm before return ? Guest who are absent from the table when food is being served are given their plates upon returning to the table ? Food is kept at the proper temperature while guests are away from their table CRUMB TABLE ? Tables are crumbed after entree and between courses, if necessary? Ladies’ portion of the table is crumbed first and the host last FINGER TOWELS OR BOWLS ? Finger towels or bowls with lemon are offered for messy food items TABLE MAINTENANCE ? Table is checked within three minutes after serving food? Specific questions are asked to ensure guest is satisfied ? All beverages are refreshed when 2/3 empty ? All ashtrays are capped when each cigarette is extinguished ? Empty drink glasses, stirrers, straws, garnishes, and sugar wrappers are removed ? Bread and butter is replenished as necessary ? Table is ready for all courses with the correct silverware, china and enough space so the table is not overcrowded bread and butter plate is replaced if soiled CHINA AND GLASSWARE REMOVAL ? All food is cleared from the right ? All beverages are cleared from the right ? Courses are cleared in a timely fashion, only when all guests are finished or as guest requests ? Clearing is unobtrusive, quiet, and skillful, with nothing dropped or spilled ? Clearing is completed clockwise with ladies attended first ? All action must take place behind the guest, not at his or her side ? All items are carried on a tray through the room ? Appetizers are cleared before the entree is served; entree is cleared before dessert ? Condiments, side plates, and silver are cleared after each respective course ? Guests have correct silverware for additional course before it is served ? Plates are cleared when all guests are finished, or as indicated by the Captain CIGARETTE SERVICE, IF APPLICABLE ? Servers get cigarettes for all guests as needed ? Cigarettes are presented on a bread and butter plate with a package of matches ? Guests’ cigarettes are lighted by Server using logo matches or lighter CHECK PRESENTATION ? Server returns to table within three minutes after presenting the check for payment? Check is presented after dessert, coffee, and after-dinner drinks have been served ? Check is correct and neat, presented in a check presenter ? Guest does not have to ask for the check ? After-dinner amenity is served with the check (dinner in formal dining room only) FAREWELL ? Guest check, if presented, is placed discreetly on table with a logo pen for signing the check ? Guest graciously thanked, by name, and asked to return SEQUENCE OF BREAKFAST SERVICE ? Arrival at podium ? Acknowledgement by hostess ? Escorted to table ? Assisted in seating/napkin unfolded, menu given, if applicable ? Beverage order taken – informed of buffet, if applicable ? Beverage order served ? Order taken ? Breakfast served SEQUENCE OF FORMAL DINNER SERVICE ? Arrival at podium ? Acknowledgement by hostess ? Escorted to table ? Assisted in seating/napkin unfolded ? Approach by captain –using name ? Aperitif order taken ? Beverage order served with savouries ? When ? through, offered menu by captain, (announcing specials etc.) ? Order taken ? Amuse Bouche served, wine list offered ? 1st course served –bread passed or served at that time ? 2nd course served ? Intermezzo if necessary ? Main course service ? Dessert menu offered ? Order taken, pre desserts served ? Dessert service with petit fours ? Clean dessert, serve coffee ? Offer Cognacs and liquors ? All silver is set course by course (prior to item served) ? Call back by Maitre’d after main course ? VIP tables-Maitre’d takes order and serves at least one course. ? Sommelier service, whenever applicable SEQUENCE OF INFORMAL LUNCH/DINNER SERVICE ? Arrival at podium ? Acknowledgement by hostess. ? Escorted to table ? Assisted in seating/napkin unfolded ? Approach by captain –using name ? Beverage order taken ? Beverage order served ? Offered menu and wine list by captain, (announcing specials etc.) OR offered menu and wine list when seated ? Order taken ? 1st course served –bread passed or served at that time ? 2nd course served ? Main course service ? Dessert menu offered ? Dessert and coffee service ? All silver is set course by course (prior to item served) ? Call back by Maitre’d after main course ? VIP tables-Maitre’d takes order and serves at least one course ? Sommelier service, whenever applicable MANAGEMENT VISIBILITY ? Management visible and accessible during peak service periods IN ROOM DINING To provide a personalized, and private dining experience with service levels equivalent to that of a Rosewood restaurant. TELEPHONE MANNER ? Phone answered within three rings ? Order taker is courteous, well-spoken and uses guest name ? Name used at least twice during order-taking conversation ? No significant background noise heard by guests MENU KNOWLEDGE ? Order taker knowledgeable about all menu items? Recognises special dietary needs ? Presents daily menu specials when taking lunch/dinner order ? Order taker makes wine/beverage recommendations according to the order UPSELLING ? All employees are knowledgeable of daily features and communicate them to guests? Descriptive words are used to suggest beverages, daily specials, soups, salads or desserts ? All employees are completely familiar with menu items in order to assist the guest, answer questions accurately and maximise sales through upselling ORDER TAKING ? Employee is polite, knowledgeable and professional? Room number, guest name and number of covers are verified before hanging up ? All orders repeated back to the guest ? Order taker offers course-by-course delivery of lunch/dinner orders ? All orders are quoted with accurate delivery time ? Guest’s name is used a minimum of two times ? Orders are delivered within 5 minutes of quoted time ? Guest is thanked for placing the order using guest's name ? All orders are verified through the POS system DELIVERY TIMES – SET UP OF TABLE IN ROOM ? Pre-order ? Beverages/Coffee/Tea ? Continental Breakfast ? Cooked Breakfast ? Lunch/Dinner - Within five minutes of requested time - Within ten minutes when requested - Within fifteen minutes - Within twenty-five minutes - Within thirty minutes (whenever possible based on cook times, delivery distance, etc.) PREPARATION-TRAY STANDARDS ? All items placed on table/trays are dry and polished, free of chips, cracks, tarnish, spots, or food particles ? Linen, china, glass, silver free of damage and clean ? Fresh flowers always provided ? Specific trays are used for Room Service that have been lined ? Room Service tables are only used for Room Service orders ? Room Service tables are: ? Sturdy ? Wheels don’t squeak ? Covered with fresh linen ? Undamaged ? Free of food debris, dirt or grease ? Equipped with warmers in clean and working condition ? Trays are: ? Undamaged ? Free of chips ? Free of food debris, dirt or grease TABLE/TRAY CONDITION ? All trays/tables are checked prior to delivery? Tables and trays are equipped with respective utensils, china and condiments for that order ? Equipment polished and clean ? Linen is pressed and free of holes, tears and stains ? Proper temperature/quality of food is maintained ? All condiments that may be needed are present and in good condition ? Plates are covered and free of spills, chips, or cracks ? Glasses are covered and free of spots, streaks, chips, cracks, lipstick, or debris ? Ice is fresh and not melted ? Flatware is clean and free of tarnish, bends, or debris ? Guest’s bill is in check folder with working logo pen ? Actual order is compared to check ? All equipment is polished, free from food, spills, stains, and debris ? All linen is clean with no holes, stains, or tears ? All orders have fresh flowers and call back cards ? All hot food is covered in a hot box, all other food and beverages are covered ? Food is presented according to plating guides ? Guest receives all items ordered ? All items delivered are rung up on check GUEST INTRODUCTION ? Items on table/tray that have moved during transport are adjusted? Door is knocked on with knuckles or bell is rung ? Service staff announces 'In Room Dining' ? Guest is warmly greeted by name ? Service is personalized and professional ? Staff set dining table where appropriate ? Check for guest's approval ? Use guest name twice during service ? Check is presented and taken back after the guest has signed ? All service, delivery and gratuities to be noted on check when clearing IN ROOM SERVICE Tray Service: ? Guest is asked where they would like to sit ? All orders are placed on a table or desk ? All plastic wrap is removed, prior to entering room ? Offer is extended to pour beverages ? Orders are verified with the guests ? Plate covers are removed ? Check is presented to the guest ? Guests is informed of dish removal procedure ? Guest is thanked and asked if they need anything else ? Guest is wished a pleasant meal Table Service: ? Guest is asked where they would like to sit ? Chairs are placed in appropriate positions ? Place settings are straightened ? Condiments and glassware is arranged ? Plates are arranged so that cold food (if applicable) is placed in the middle of place setting ? Guests are seated and napkin is placed in their lap ? Offer is extended to pour beverages ? Wine and champagne bottles are opened and professionally served ? Mixed drinks served in club style ? Ladies are served first, from the right ? Guests are warned that plates are hot ? Side towel is used when handling plates ? All plastic wrap is removed, prior entering the guest room ? Orders are verified with the guests ? Plate covers are removed ? Check is presented to the guest ? Guests is informed of dish removal procedure ? Guest is thanked and asked if they need anything else Guest is wished a pleasant meal DOOR KNOB MENUS, IF APPLICABLE ? Doorknob menus are picked up from guests’ doorknobs by designated time ? Guest receives order within 5 minutes of selected time FAREWELL ? Staff bid farewell and enquire if anything further is required? Tray/table removal is offered when the server leaves ? Tray/table is not left in the corridor ? Dirty dishes in hallways removed within thirty minutes ? No tables or trays are present in hallways or outside of guests rooms HOSPITALITY ROOMS ? Hospitality rooms are ready 30 minutes prior to scheduled starting time? All Hospitality rooms are checked throughout the duration of guest’s stay (once daily) AMENITIES ? Menu of amenities with prices is available for guests to order from to include; but not limited to:? Fruit Baskets ? Cheese Trays ? Amenity card or a business card with a hand-written note is delivered with amenities as specified on order ? Appropriate condiments or silverware and china accompany amenities are clean and in good condition ? Products fresh and of good flavour ? Napkins are provided for all food amenities ? VIP amenities replenished daily (if fruit has been used -only fresh, whole, seasonal fruit used) CALL BACK & TRAY PICKUP TABLE TENT ? All VIP & AM orders receive a call back to ensure satisfaction ? All guests who have ordered Room Service either receive a call back within 40 minutes or a table tent explaining the table pick up procedure on their table PRODUCT STANDARDS ? Speed dial number to access In-Room Dining? Children's high chairs and booster seats available and children’s place settings ? In Room Dining available 24 hours per day ? Food, beverage, china, glassware, linens and accessories equivalent to Restaurant presentation and service PRIVATE DINING OPERATION To provide unrivalled attention to detail and service that is tailored to each guest’s individual requirements. PHYSICAL SPACE ? Private Dining Rooms set at appropriate temperature? Lighting set at levels appropriate for time of day ? Air is fresh with no evidence of kitchen odours or cigarette/cigar smoke ? Curtains and ornaments to be in correct position and as designed for the room ? Minimal noise from adjoining service areas ? Room set up as detailed on function resume - all tablecloths and skirts ironed and steamed ? In house music playing softly, when guests arrive DRINKS ? Full international wine list available? Linen cocktail napkins offered with all canapé menus at drink receptions FOOD ? Full private dining menus available? Private dining food to be consistent in temperature, quality and presentation ? All special dietary requirements offered with the same high level of consistency of presentation and quality ? Menu includes restaurant signature dishes as well as universally popular dishes selections MEETINGS ? Meeting pads and pencils, comprising of all stationery equipment, to be in place on organisers arrival? Audio visual equipment fully tested and of the highest physical appearance GUEST INTRODUCTION ? Hosts/organisers greeted on arrival by the person they booked with, and introduced to their Head Waiter. ? Schedule of events is reviewed with the organiser DRINKS RECEPTION ? All guests are welcomed into the drinks reception area by waiting staff? Drinks (ordered by host) offered to guests MEAL SERVICE ? Guests are called to lunch/dinner by Head Waiter? All guests are seated by waiting staff ? Meal to be served courteously and unobtrusively and at the correct temperature ? Head Waiter to check the standard of presentation of food during service ? Head Waiter or member of the waiting staff to be present in the room at all times, unless requested otherwise ? Head Waiter to ensure all timings and other aspects follow as per event order BEVERAGES ? Beverages to be served efficiently and with the correct courses throughout the meal? Wine is served prior to the course being served FAREWELL ? Head Waiter to thank host and offer a personal farewell at the end of the function? Tables are not broken down until the last guest departs ? Tablecloth and centrepiece remains until last guest departs OPENING PROCEDURES ? Door is opened 15 minutes prior to the function start, unless otherwise instructed? Banquet service staff are in room 15 minutes prior to function start time BANQUET ROOM ? Door is in good condition and free of damage or scuffmarks ? Ceiling is free of dust and cobwebs ? Carpet is free of spots, rips, wear and tear, or is scheduled for repair ? Window ledges are wiped and free of debris or dust ? Perimeter of the room is free of debris ? Room is set to a temperature between 68 and 74 degrees ? Pictures and frames are free of dust and fingerprints ? HVAC vents are secured and free of dust ? Baseboards are free of dust ? Tables are undamaged and have sturdy legs ? Background music is available as needed ? Electrical cords are taped down ? Exits are clear and unblocked by tables or chairs ? Coat check facility is designated as needed LINEN & SKIRTING ? Linens and skirting are free of spots, stains, wrinkles, tears or frays ? Tablecloths are hung evenly with hems facing inside ? Tablecloths have even drops at ends of tables on aisles ? Tablecloths used for long tables have center creases that meet to give a continuous line from one end of the table to the other ? Linens are consistent in type and color in a room unless otherwise specified on the event order ? Tablecloths extend at least 12 inches over the edge of the table (to the edge of the chair) ? Skirting is taut and covers specified sides of tables ? Guests leaving their seats have napkins re-rolled or refolded SILVERWARE, DISHWARE & GLASSWARE ? Clean silverware and flatware is always carried in a napkin or on a tray ? Silverware and flatware is polished and free of spots, tarnish, stains, dents, or bends SERVICE ETIQUETTE ? All food is served using the left hand, from the left side of the Guest ? Guest is cautioned if plate is hot ? All beverages are served using the right hand, from the right side of the guest ? All dishes are cleared using the right hand, from the right side of the guest ? The utensil plates are handled by the edge, glasses are handled by the stem ? Unnecessary utensils and dishes are cleared following each course ? Ladies are served first, beginning at the right of the host, if known ? Host/head table is served first, unless otherwise specified ? Host of the table is served last even if the host is a lady ? If guests are not present when the table is served, their dinners are left covered ? Cover is removed when they return ? Entire table is served at one time ? Silverware replaced at the table is free of spots, tarnish, bends or debris, and is carried using a side towel ? Guests are assisted when lighting a cigarette WINE SERVICE ? Wine is offered as a choice, i.e., “Would you like Cabernet or Chardonnay with your dinner? ”(Based on selections) ? Wine is poured with a side towel in left hand and placed under the bottle ? Label is visible to guest during pouring ? During entrée service, guests who have not previously been served wine are offered wine ? Guests drinking wine have their glasses refilled until entrée is completed, then offered a refill, prior to removal of glass ? Wine is filled at the appropriate level to prevent change of temperature TABLE MAINTENANCE ? Tables are free of debris ? Drinks remain over 1/2 full ? Empty glasses and bottles are removed ? Tables are crumbed after the entrée is removed No more that two cigarette butts in