Pool Bars Handbook
CONCEPT AND GENERAL INFORMATION
Al Muheet Pool Bar Restaurant
➢ Friendly and casual meeting spot, Al Muheet sits adjacent to the resort’s exclusive infinity pool, and showcases inspiring views over the Gulf of Oman. Offering refreshing cocktails and light meals, it focuses on healthy dishes made with organic ingredients. ➢ Cuisine: Lounge & Bar ➢ Operating hours: Daily – 10:00-18:00 (subject to change on a seasonal basis) ➢ Food menu available from 12:00 noon to 17:00 pm for the last food order ➢ Seating Capacity: 40 ➢ Dress Code: Casual ➢ Smoking area is available ➢ Ala Carte operation ➢ Location: Al Husn Hotel (Exclusive to Al Husn inhouse guest only)
Al Maharra Private Beach Bar
: Spritz Hour: Saturday to Thursday from 13:30 pm to 15:30 pm (Buy 1 get 1 on selected beverages) Friday 14:00 to 15: 30 (special Menu) ➢ Seating Capacity: 56 ➢ Dress Code: Casual ➢ Smoking area is available ➢ Ala Carte operations ➢ Location: Al Husn Hotel (Exclusive to Al Husn inhouse guest only) ➢ Mahhara Beach Bar serves a range of light salads, sandwiches and refreshing drinks. Specializing in fresh flame-grilled seafood complimented by an impressive view of the Gulf of Oman. Mahhara is the ideal spot of a delicious afternoon lunch. In the evening, the nearby beach cliffs set the scene for our intimate 'Dine by Design' experience. ➢ Operating hours: Daily – 10:00-18:00 (subject to change on a seasonal basis) ➢ Lunch Food menu available from 12:00 noon to 17:00 pm for the last food order ➢
Circle Pool Bar
➢ Circles To be recognized as the Heart of Shangri-la in the Resort. More relaxing and Zen type of place located near the sea and surrounded by hot Jacuzzi, lazy river and quiet pool. Circles is the only pool bar attached with shower room for the guest. ➢ known for the home-made pizza prepared and made Italian style. ➢ Operating hours: Daily – 10:30-19:00 (subject to change on a seasonal basis) ➢ Food menu available from 12:00 noon to 18:00 pm for the last food order ➢ Happy Hours: 16:00-18:00 (Buy 1 get 1 on selected beverages) ➢ Seating Capacity: 100 ➢ Dress Code: Casual ➢ No smoking allowed ➢ Ala Carte operation ➢ Location: Al Bandar Hotel
Assira Pool Bar
➢ Poolside outlet offering light snacks and beverages which will cater to the families. Located Middle of the Pools ➢ Operating hours: Daily – 10:30-19:00 (subject to change on a seasonal basis) ➢ Food menu available from 12:00 noon to 18:00 pm for the last food order ➢ Happy Hours: 14:00-16:00 (Buy 1 get 1 on selected beverages) ➢ Seating Capacity: 60 ➢ Dress Code: Casual ➢ No smoking allowed ➢ Ala Carte operation ➢ Location: Al Waha Hotel
GROOMING STANDARD
It is important that we project the best image of our self when in front of our guest, proper grooming, hygiene and professional appearance are important to gain respect in the workplace. We represent the Shangri-la brand where it is expected that we adhere to our company Grooming standards. Click this link Grooming standard
ROLES & 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 ➢ 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 ➢ 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 ➢ Visit or speak to every guest at some point during their meal, either by visiting their table or by greeting them – 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/Captain:
➢ Make sure that the guest is greeted and served promptly. ➢ 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.
➢ Visit or speak to every guest at some point during their meal, either by visiting their table or by greeting them – not just during arrival and departure
Service Associate/Servers:
➢ His/her primary duty is to prompt and efficient service of all Food and Beverage items available in our outlets. ➢ Deliver the service standards and to ensure provide the best dining experience.
Bartender:
➢ Monitoring Bar par stock and ordering according to the business level. ➢ Cooperating with service leader for daily operation requirements. ➢ Making sure all the drinks were prepared as per the recipe and standard. ➢ Following SFS standards without fail on daily basis.
BACK TO BASICS:
F&B service is the essential link between the menu, beverages and other services that provide the best dining experience to our guest. 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 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 collisions during the service with colleagues , “use the right side” always ➢ Look physically professional & alert
Carrying “back to basi cs ” ➢
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 basi cs ” at the guest table ➢ Women are usually served first. ➢
If it is an honorary dinner, the guest of honor is served first. ➢ Otherwise, age and status of the guest determine the sequence, with older or more distinguished guests served first. ➢ The host is always served after his or her guests. ➢ When children are present at the table, serve them as quickly as possible to maintain peace
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 basi cs ”
➢ 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 1ST DRINK) BEFORE THE NEXT ONE IS SERVED
Safety at work “back to basic s ”
➢ 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 ➢ Ensure that workflow is organized e.g., all items ready and prepared like plates, cutleries, ball pen etc. ➢ 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 ➢ If colleagues have some COVID symptoms, must informed immediately to the Manager and seek medical advice
TELEPHONE ETTIQUETTE & RESERVATION
➢ The telephone answered within 3 rings or 10 seconds with an appropriate greeting. e.g., Good (morning or afternoon or evening) Circle Pool Bar, Hari, how may I help you? ➢ Obtain the guest's name and use the caller's name at least once during the conversation. ➢ Obtain the number of people dining, the dining time and the telephone/room number ➢ Repeat and confirm the details ➢ End the call by offering a warm and sincere closing. ➢ Asked the guest if the reservation was for a special occasion and if the caller had any special dietary requirements
LQA standards: Luxury – Light Meals
S/N
Descriptions
1 Was the guest greeted or acknowledged within 1 minute upon entering the restaurant/lounge or within 5 minutes if seated at the beach or poolside lounger? 2 Did the employee present a menu (if applicable) and offer to take the food and beverage order within 5 minutes of seating or within 5 minutes of presenting a menu if seated at the beach/poolside lounger? 3 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? 4 Was the employee able to answer any questions about the menu, its ingredients and allergies, where applicable? 5 Did the employee accommodate any reasonable off menu requests? 6 Did the employee obtain a full and complete order (i.e., cooking instructions, accompaniments, etc.)? 7 Was the correct drinks order served within 4 minutes of order (7 minutes for cocktails) unless advised of a delay? 8 Were drinks served and cleared using a tray? 9 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)? 10 Was the correct order served within 15 minutes of order or 20 minutes if ordered from the beach/poolside lounger, unless the employee informed the agent of an expected delay (i.e., due to longer preparation time)? 11 Was the correct order served to each guest without any prompting required? 12 Were all plated items served with as little disruption to the guest as possible? 13 Were all appropriate condiments/sauces offered and were they served in the appropriate containers (i.e., decanted from the bottle or miniatures)? 14 Did the waiter offer an additional beverage within 2 minutes of drink being empty or 5 minutes if seated at the beach/poolside lounger? 15 Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal? 16 Did the waiter automatically offer desserts, either verbally or by presenting the menu? 17 Was dessert served within 10 minutes of order being taken or within 15 minutes if seated at the beach/poolside lounger? 18 Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e., cappuccino, espresso etc.) n/a to beach/poolside lounger service?
19 Was the coffee/tea served within 5 minutes of order and was it accompanied by a sweet (e.g., cookie, petit fours, etc.)? 20 Were milk/cream and a full sugar selection (i.e., white, brown and sweetener) offered with the coffee/tea (n/for green tea/herbal teas)? 21 Did an employee visit the table to ascertain at any point if service was satisfactory? 22 Was the bill clearly itemized and correct and was it promptly presented during the meal or within 3 minutes of request? 23 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? 24 Were employees well-groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? 25 Was the employee's speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest? 26 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? 27 Did the employee use the guest's name naturally and discreetly without overusing it? 28 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 the hotel facilities or immediately offer to find out the information required? 29 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? 30 Did the employee adapt to a changing situation and/or guest's need? 31 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? 32 Did an employee personalize the interaction in any way and engage the guest as an individual? 33 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? 34 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e., the guest should not have to repeat themselves)? 35 Did employees maintain alert postures and respect the guest's presence when interacting with each other? 36 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? 37 Was the menu/wine list clean, in good repair, grammatically correct and easy to read? 38 Was there a minimum of one starter and one main course vegan option listed on the menu? 39 If special dietary requirements were provided at any point during stay, were they automatically acknowledged? 40 Was the food presented in an appealing manner and did it directly resemble its description from the menu? 41 Was the food fresh and of good flavor? 42 Was the texture of the food appropriate? 43 Was the food cooked as requested and served at the correct temperature? 44 Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed? 45 Did the outlet provide a comfortable dining/beverage experience (i.e., tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)? 46 Were all tables in the lounge 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)? 47 Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)? 48 Were the correct cutlery, crockery and glassware provided and were they clean and in good repair? 49 Were salt and pepper cruets available and if so, were they clean and full?
LQA standards: Luxury – Light Drinks S/N
Descriptions
1 Was the guest greeted or acknowledged within 1 minute upon entering the bar/lounge? 2 Did the employee offer to take the drinks order within 3 minutes of seating? 3 Did the employee show good product knowledge when taking the order? 4 Did the employee offer a choice of brand/variety when taking the drink order if there was an opportunity to do so? 5 Did the employee offer the option to order food or supply a restaurant menu? 6 Was the correct drinks order served within 4 minutes of order (7 minutes for cocktails) unless advised of a delay? 7 Was the correct order served to each guest without any prompting required? 8 Were drinks served and cleared using a tray? 9 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)? 10 If wine by the glass is ordered, did the waiter present the bottle and offer a sample before filling the glass accordingly (n/for Enomatic wine system by the glass)? 11 Did the waiter supply and place drinks on coasters (not required for stemware)? 12 Were the drinks served in the correct, clean (unchipped) glassware with the appropriate fresh garnish and a non- plastic stir stick/straw (if required)? 13 Was the drink appropriately chilled (if applicable)? 14 Did the waiter automatically offer a minimum of two varieties of snacks and in the case of shelled nuts or olives, was a pit bowl provided? 15 Were the snacks fresh and of good quality? 16 Were the snacks topped up as required? 17 Did the waiter supply serviettes with the snacks/drinks? 18 Were vacated tables promptly cleared? 19 Did the waiter offer an additional drink within 2 minutes of glass being empty? 20 Was the bill clearly itemized and correct and was it presented within 3 minutes of request? 21 Did the employee offer a sincere farewell at the end of the conversation and show appreciation? 22 Were employees well-groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? 23 Was the employee’s speech clear and use of English adequate to be fully understood? 24 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? 25 Did the employee use the guest's name naturally and discreetly without overusing it? 26 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 the hotel facilities or immediately offer to find out the information required? 27 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? 28 Did the employee adapt to a changing situation and/or guest's need'? 29 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? 30 Did an employee personalize the interaction in any way and engage the guest as an individual? 31 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? 32 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e., the guest should not have to repeat themselves)? 33 Did employees maintain alert postures and respect the guest's presence when interacting with each other? 34 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? 35 Did the outlet provide a comfortable dining/beverage experience (i.e., tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)? 36 Were all tables in the bar/lounge consistently laid up? 37 If a bar list was provided, was it clean and in good repair, grammatically correct and easy to read?
PROBLEM HANDLING & RESOLUTION:
It is important that our colleague is well equipped in terms of knowledge and skills when handling guest complain. Each colleague must understand the Shangri-la approach and implement the guidelines. Our response to each guest complains is very critical and it will determine our skill in terms of customer service.
This handbook is created to guide F & B service colleagues to have quick guide understanding their operation. The reference of this handbook are taken from The Art of Barr Al Jissah book, LQA & Shangri-La Experience.. The terms and procedures could change from time and must be update accordingly.
Thank You
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