Bait Al Bahr Restaurant Handbook

Bait Al Bahr Handbook

Concept:

Shoreside Seafood dining

The splendid Sea of Oman forms the perfect backdrop to showcase the rich heritage and distinct flavors of Omani cuisine at Bait Al Bahr, the "House of the Sea." Select your catch from a display of freshly caught seafood and have it prepared to your liking by our expert team of culinary creatives or choose from an enhanced à la carte menu featuring everything from succulent Omani oysters to mouth-watering sushi.

Basic information

The concept for Bait Al Bahr is Omani. Seafood which is of course, very popular along its long, fertile coastline in Oman. It also offers a captivating and picturesque view of the beachside with a scrumptious Seafood, Sushi, European, and Japanese Fusion from A La Carte Menu with Signature International Cocktails. Also, Guests can treat themselves with the vegetarian food from the vibrant menu. It generally opens from Tuesday to Saturday from 7:00-11pm and only accepts prior reservations whereas lounge from Tuesday to Saturday starts from 6:00pm with live entertainment The Total covers are 50 outside and 50 inside as well. And following with the restaurant’s dress code policy for the guest which are smart casuals

Grooming Standards

Grooming and Uniform standards are to ensure colleagues reflect hotel’s professional image. It will also apply to the behaviors and body language to reflect the elegant and professional image and represent the quality of hotel. All colleagues must adhere to grooming standards, and not deviate from them. Eating, drinking, smoking, or chewing gum is strictly not permitted where hotel guests are amongst guests. A designated smoking area will be provided at each hotel and can be used only during meal breaks .

Bait Al Bahr

Bait Al Bahr F&B Associates

Roles and Responsibility :

Outlet Manager or Asst. Outlet Manager: ( Before every meal period and frequently when guests are present): • Look at each employee’s uniform to make sure there isn’t a stain and that they look crisp and professional • Make sure the temperature is comfortable – based on your own impression, the temperature setting and the behavior of the guests (are they bundling up in sweaters?) Makes sure the music is at the right volume and the sound quality is good • If the restaurant features windows and views, makes sure the windows are clean and that the shades are adjusted properly for the time of day • Walk through all the tables and make sure everything on the tabletop is immaculately clean and in good condition • Make sure all the floors are clean and free of debris • Look around the walls and ceiling to make sure there are no burned-out light bulbs or damage or stain • If the restaurant features flowers or other décor items, make sure they are clean and healthy looking • Make sure the workstations are well organized and very clean, especially if a guest can see any part of it tidy – cleared of dirty dishes, extra supplies and absolutely no trash or dirty linens • Look at the buffet presentations and make sure the tables and displays are clean, and that there are plenty of plates and serving utensils • Visit or speak to every guest at some point during their meal, either by visiting their table or by greeting them near the buffet – not just during arrival and departure • Responsible for the operation, management and overall performance of the Food and Beverage operations. E.g., colleagues, customer services and product quality • Delegation of duties and responsibilities to his assistants is necessary to ensure the proper functioning of all phases of F&B service in the areas under his control. • He is to implement all standardized procedures, rules and regulations systematically to be in line with hotel standards and policies. =

• Service Leader

• Assist the responsible to promote and ensure guest satisfaction and maintain a safe and sanitary work environment.

• Assist the Service Manager and his subordinates with the daily operation of the restaurant and colleagues’ supervision.

• Oversees activity of Service Associates and ensures maximum service is extended to the guests in his assigned station.

• Service Associate • His/her primary duty is to prompt and efficient service of all Food and Beverage items available in our outlets.

• Serve food and beverage by the standards of the restaurant. • Upsell food and beverages. • Present the bills and receive payment correctly. • Supervises: - Assistant Waiters, Busboys and Trainees

• Hostess: To receive and record table reservations requested for the restaurant. To extend a warm and courteous welcome and hospitality to guests visiting the restaurant and allot them a table. • Collect the restaurant reservation register from the overnight caretaker and mail from the Food and Beverage Office. • Receive and post table reservations in the register ensuring equity of load between stations.

• Clean and arrange the hostess desk and menus cards.

• Attend briefings before the restaurant opens.

• Attend to all telephone calls of the restaurant in the shift.

• Receive guests and lead them to their reserved tables.

• Handout Wine Lists/Menu Cards to the guests.

• Take orders from guests if required.

• Provide guests with hotel information.

• Go to the guest and enquire whether the food and service are up to their satisfaction. Handle any complaints

• Wish greetings to every guest when leaving and invite them to come again.

• Record the names of guests in the daily cover register.

• Page guests if phone calls or messages come for them.

Maintain guest history.

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• Deliver the service standards and to ensure provide the best dining experience.

BACK TO BASICS:

F&B service is the essential link between the menu, beverages and other services that provide the best dining experience for our guests. It is essential that F & B service should master the basic requirements to perform its duty : Greeting our guest: 10 feet & 5 feet RULE • When a guest is within a 5-foot radius, offer a genuine greeting or friendly gesture e.g., greet with smile & use guest name if know the guest • When a guest is within a 10-foot radius, always acknowledge through right eye contact and smile.

Responding to our guest:

• Listen carefully to what the guest is saying, observe body language and clues given by the guest. Respond appropriately according to the needs or request of the guest. • Never say “No”, as long it’s in line with our hotel guidelines and should make every effort to delight our guest.

Product Knowledge:

• Regular review the hotel cue card most especially for the recent changes or happening in the hotel. • Carry the updated hotel cue card at all time • Competence in technical skills • Well-developed social skills, and • The ability to work as part of a team

Key requirements allow:

• The colleagues to work in a safe environment • To rule out the task efficiently with less stress • To show professionalism to the customer • To collaborate & communicate effectively with Culinary

Personal “back to basics”:

• All colleagues should be always well-groomed and clean • Physical & mentally prepare before the duty start • Come 10 minutes earlier before the duty start • Avoid talking not related to work • Be pro-active, avoid standing without doing anything • No smoking during operating hours • No gum chewing or eating in front of the customers • No use of mobile phone while on duty, if important call required needs to go back of the area • Silent and discreet colleagues during the service having his personal equipment on • Use an adequate language (ban slang or swear words…) • Avoid col lisions during the service with colleagues, “use the right side” always

• Look physically professional & alert

Carrying “back to basics”

• Left hand carry and never reach the customer • Right hand works and reach the customer • Utensils and glasses are always carried on trays or transport plate never directly by hand • If using plates or stain steel trays, cover it with a dolly paper or a napkin • Always use a service cloth to carry hot plates. • Containing dishes should always be placed on plates with dollies or saucers At the guest table “Back to basics” at the guest table • Women are usually served first. • If it is an honorary dinner, the guest of honor is served first. • Otherwise, the age and status of the guest determine the sequence, with older or more distinguished guests served first. • The host is always served by his or her guests • Beverage service • Hold glasses by the foot or stem only. • Glasses are always placed to the right of the guest with the right hand. • Beverages are always poured from the right side of the guest. • A bottle of wine is first presented to the host. Then the bottle is opened, and a small amount is poured out for the host. After the host approves, the guests are served first and the host's glass last. When serving heavy red wines that have been decanted or are in a wine basket, hold the glass, slightly slanted, on the table with left hand and slowly pour out the wine with the right hand, so that the wine sediment is not poured to be glass . Clearing “back to basics” • In elegant service never clear more than four plates at the time • Don’t walk and clear plates in same time • Don’t turn your back to the customer when clearing • Stuck the plate properly and cross the cutlery to avoid droppings • Bread plate, butter, condiments (salt, pepper…), breadcrumbs are always cleared before dessert • Flowers and table decoration remain on the table until the last guest is gone • Never remove the first glass (from the 1 st drink) Before the next one is served.

Safety at work “back to basics

• Ensure to eliminate hazard e.g., water in the floor may cause slip or untangled cable that may cause trip or sharp edges that can cause injury First Aid Items are regular

checked, and items not expired, nominate one colleagues to be certified First Aider so that can respond immediately for any emergency • Report any damaged electrical socket to Engineering or report maintenance issues. • Follow the Pre-opening & Closing checklist of the restaurant • Ensure proper handover of keys to the colleagues or return it back to Security • Chemicals used must be stored properly • Any Lost & Found items should place in the plastic and handover to housekeeping Lost & Found in-charge

While Answering External Calls • Answer all calls promptly before the third ring. • Always answer with a greeting. • Always identify your company and yourself if required. • Question the caller's need. • Always be polite and helpful. • Listen attentively. • Speak clearly and slowly. Téléphone Etiquette & Reservation Reservation

While Transferring calls

• Advise the caller that you are transferring the call. • Mention the name to the caller. Call the number of the extension required. Intimate the person briefly with regards to the caller's name and the nature of the inquiry. Make the connection. • If the extension is busy refuse the caller and ask if he/ she wishes to hold or would like to be called back later.

When Taking messages

• Write the name and date of the person to be contacted. • Note the time and name of the caller. • Note the contact number of the caller. • Make a note of the nature of the call.

While making outgoing calls

• The number and extension for the person to be called. • The name and title of the person to be called. • The reason for calling .

QA/Shangri- la ’Expérience standards : Restaurant & Drink Services

S.no

Description

Was the guest greeted and seated at a fully laid table within one minute of their arrival and if the restaurant was full, was the guest advised how long it would be and was this timeframe adhered to? If the guest was kept waiting did the employee acknowledge this and apologize for the delay? Did the employee offer seating assistance and remove covers if necessary? Did the employee present the menu/wine list within 5 minutes of being seated? Where restaurant lighting was dimmed, was alternative lighting source provided for the menu (e.g., menu light) and were reading glasses available on request? In the case of a single diner, was a newspaper/reading material or digital equivalent (i.e., press reader) offered (applicable to all day dining venues only)? Did an employee greet the guest within 1 minute of seating and offer a pre-meal drink? Did the employee explain any specials of the day where applicable (i.e., soup, fish, etc.), set priced menus and/or any items that were not available? Did the waiter automatically suggest water and ascertain the guest's preference (i.e., still/sparkling/filtered)?

Was the food and beverage order taken within 10 minutes of the menu being offered?

Was the employee able to answer any questions about the menu, its ingredients and allergies, where applicable?

Did the employee accommodate any reasonable off menu requests?

Did the employee obtain a full and complete order (i.e., cooking instructions, accompaniments etc.)?

Did the waiter automatically suggest a starter and side orders (if applicable) for each guest?

Were bread/rolls or specialty cuisine equivalent (i.e., prawn crackers) served? Did the employee/sommelier have good product knowledge regarding the wines/beverages and did he/she recommend a suitable wine to accompany the meal? Was the correct drinks order served within 4 minutes of order (7 minutes for cocktails) unless advised of a delay?

Were drinks served and cleared using a tray?

Was the starter served within 15 minutes of order or previous course (e.g. amuse bouche), unless the employee advised of an expected delay due to preparation times? Was the main course served within 20 minutes of starter/previous course (e.g., amuse bouche) being removed or within 30 minutes if no starter was ordered, unless the employee informed the agent of an expected delay? Were all plated items served with as little disruption to the guest as possible?

Was the correct order served to each guest without any prompting required?

Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e., decanted from the bottle or miniatures)?

Did the waiter automatically offer an additional bottle of wine/water upon completion of the first?

Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?

Did the waiter remove side plate, side knife, butter and cruets and then crumb down the table on completion of the main course in the case of a formal restaurant?

Did the waiter automatically offer desserts, either verbally or by presenting the menu?

Was the dessert served within 10 minutes of the order being taken unless the employee informed the guest of an expected delay?

Was the coffee/tea served within 5 minutes of order and was it accompanied by a sweet (e.g., cookie, petit fours, etc.)?

Was milk/cream and a full sugar selection (i.e., white, brown and sweetener) offered with the coffee/tea (n/for green tea/herbal teas)?

Did an employee visit the table to ascertain at any point if service was satisfactory?

Was the bill clearly itemized and correct and was it promptly presented during the meal or within 3 minutes of request? Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

Did the waiter present the wine to the guest and open the bottle at the table (n/for Enomatic wine system by the glass)? Did the waiter pour a small amount of wine for the guest to sample and upon confirmation that it was satisfactory, fill the glass accordingly (n/for Enomatic wine system by the glass)? Was red wine served at room/appropriate temperature and white/rosé wine chilled?

Did the waiter top up the glass as required?

Was the beverage poured in front of the guest (i.e., not pre-poured) in the case of canned, bottled, or mixed drinks (not applicable to cocktails)? Did the waiter offer an additional beverage within 2 minutes of drink being empty? Were employees well-groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? Was the employee's speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

Did the employee use the guest's name naturally and discreetly without overusing it? Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other hotel facilities or immediately offer to find out the information required? Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?

Did the employee adapt to a changing situation and/or guest's need?

Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

Did an employee personalize the interaction in any way and engage the guest as an individual? Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e., the guest should not have to repeat themselves)? Did employees maintain alert postures and respect the guest's presence when interacting with each other? Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? Was the menu/wine list clean, in good repair, grammatically correct and easy to read? Was there a minimum of one starter and one main course vegan option listed on the menu? If special dietary requirements were provided at any point during stay, were they automatically acknowledged? Was the food presented in an appealing manner and did it directly resemble its description from the menu?

Was the food fresh and of good flavor?

Was the texture of the food appropriate?

Was the food cooked as requested and served at the correct temperature? Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed? Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)? Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when guests depart (i.e., cleared within 5 minutes and re-laid within 5 minutes of clearing)?

Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

Was the butter fresh and well presented (i.e., no blister packs but premium wrapped butters acceptable)? Were salt and pepper cruets available and if so, were they clean and full?

Problem Handling & Resolution:

It is important that our colleague is well equipped in terms of knowledge and skills when handling guest complaints. Each colleague must understand the Shangri-la approach and implement the guidelines. Our response to each guest’s complaints is very critical and it will determine our skill in terms of customer service.

Customer Service Recovery • Offer a Sincere Apology. • Review and Understand the Complaint. • Fix the Issue • Follow Up with the Client. • Document the Incident. • Consistently Communicate with Your Team .

Thank You

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