Operational Standards

of Performance: Template
Food and Drink Service
A template to help you develop standards for your food
and beverage operation
 Operational Standards of
Performance
Template: Food and Drink Service
Setting operational standards
At its simplest, a standard is an agreed, repeatable way of doing something. From a practical perspective,
operational standards are those standards which are recognised by
the organisation as important enough to be published and
monitored for continuous improvement. In tourism businesses,
they relate primarily to service, and contain precise criteria
designed to be used consistently as a rule or guideline.

Operational standards help to make life simpler and to increase

the reliability of many practices that guide us and the services we
provide. They are intended to be aspirational - a summary of best
practices rather than general practice. Standards are created by
bringing together the experience and expertise of all employees
and the expectations of the customers.

1. Develop the standards

Establishing operational standards and making them integral to how the restaurant operates will take time.
You need to develop a careful, well-thought-out approach that recognises:

 the different types of services and customers you have;

 your knowledge of how your people currently perform; and
 your ability to monitor performance against standards.

However, rather than wait until complete and ‘perfect’ standards are developed, you should develop your
operational standards progressively. Publish standards in areas of greater importance or impact first, i.e. those
critical for operational success.

Use the MARC acronym when developing standards:

Measurable The standard must be measurable to be of assistance in targeting improvement, and the more
specifically the standard is defined, the more measurable it will be. Therefore, a standard should be
measurable by quality, quantity and timeliness.
Achievable The standard must be reasonable and attainable, and should never be so easy that it requires no
significant effort, or so difficult that it requires superhuman effort. In setting standards, you must take into
account whether the people responsible for delivering the service have the skills and resources they require to
meet those standards, supported by systems and policies that will allow the standard to be achieved.
Relevant The standard must reflect customers’ expectations or be designed to create a benefit for the
customer and must be relevant to your particular operation, not adopted/copied/borrowed from another.
Controllable Accomplishing the standard must be within the control of a specific department and the
measurement tools for accomplishing the desired result must be set up.
Initial standards may be incomplete or embryonic in some aspects. As you gain experience, you can improve
these standards and extend the range of services they cover.

2. Communicate the standards

Operational standards are intended to let your people know the level of performance expected of them.
Reporting on performance against standards is critical if you are to make operational standards achievable.
However, you can only do so if operational standards are readily available to and understood by employees
involved in their delivery, and if they are clear and easy to understand.

3. Monitor the standards

Develop ways to measure your performance against standards, and monitor performance constantly. Setting
customer-driven standards and measuring how well your restaurant is doing is a continuous process. It should
quickly identify problems with customer service. All parts of the organisation should be involved in finding
solutions to these problems and discussing these solutions with customers, where appropriate.

There are a number of measurement tools a restaurant can use. One effective way is to use a checklist or
audit of the standards and track performance over time. Then, action plan any areas for improvement
identified to eliminate the problem from recurring.

4. Improve the standards

Continuous improvement will allow you to set higher and higher operational standards and maximise customer
satisfaction. By consulting customers, monitoring performance and encouraging innovation, you will be able to
deliver better service.

Adapting the Operational Standards to your Business

Starting on the basis that the operational standards contained in

this resource are reflective of best practice, the first task is to see
how these can be adapted to reflect the uniqueness of your own
restaurant. There will be aspects of the standards as presented
that will not apply to the way you operate or you may have a
different approach that you want reflected in your own standards.

Therefore, each of the standards should be reviewed with the team

and amended accordingly.

This template should be used having read the Operational Standards of Performance
guide at Online Business Tools
 STANDARDS OF PERFORMANCE
Food and Drink Service

Preparation for Service

Greeting and Seating

tion for Service

Service of Drink

Service of Food

Billing and Payment

Stores Management

Closing Duties

Food and Drink Service Audit

Food and Drink Service Action Plan

Place cursor over each then press Ctrl + Click to go directly to that
standard
 Preparation for Service

Our Standard is:

To prepare all mise en place consistently and in a timely manner, in order to facilitate
an efficient service delivery.
How to achieve our Standard: How we will know it is done correctly:
1. Ensure that service  Daily supervisory checks are made to ensure that
personnel arrive on duty at the expected requirements of personal hygiene and
appointed time correct uniform/ name badge etc. are met.
2. Explain menu items to  Familiarity with the various service procedures for
service personnel on a daily the different dishes.
basis prior to service  Familiarity with all the equipment and glassware
used for service.
3. Allocate stations/duties  Clarity on duties and responsibilities for service.
prior to service  Special requirements for each station are
highlighted.
4. Ensure that the room and  Tabletops are cleaned and polished (where
equipment are clean and applicable).
tidy  Table cloths/mats are free from stains, tears and
placed correctly on tables.
 Bar counters, taps, shelving and display equipment
are clean.
 Tables are laid up uniformly and symmetrically.
 Display tables are arranged prior to service.
 Air conditioning and lights are working correctly and
create a positive ambience.
5. Check table reservations  Tables and chairs are arranged in accordance with
and allocate tables the table plan, are correctly laid-up and all table
accordingly items are clean and tidy.
 Final check of reservations diary is carried out and
last minute changes are made where necessary.
6. Adequately stock and  Stocks of glasses, napkins and other equipment are
prepare for service organised prior to service.
 All cutlery, crockery and glasses are clean, ready for
use and stored correctly.
 Appropriate quantities of lemons, limes, and oranges
are prepared, presented and stored. Ice buckets are
clean and fully stocked.
 Requisition for dry goods, condiments, snacks and
drink garnishes is retrieved and items are stocked.
 All condiments are clean, fresh and well presented.
 An adequate supply of correct docket books, pens,
and wine openers is available.
7. Ensure that an adequate  All menus are accurate, up to date and free from
supply of clean and spelling mistakes.
accurate menus is available  Menu and covers are clean and tidy and create a
positive impression for guests
8. Prepare tills and floats  Tills are switched on, updated and till reads taken.
 Bar floats are retrieved and registers are stocked
appropriately, ensuring that the required
denomination of notes and coins are in place.
 Floats for lounge service staff are prepared.
 Greeting and Seating

Our Standard Is:

To greet all guests in a timely and friendly manner, then seat in an efficient and polite
manner. To take food and beverage orders correctly and process the orders efficiently.
How to achieve our Standard: How we will know it is done correctly:
1. Acknowledge and greet  Guests are greeted with a smile, good eye contact
guests, as soon as they and an interested facial expression.
arrive, with a smile  Guests are addressed by their names (if known).
2. Offer to take coats  Coats are treated with care and stored safely and
securely.
3. Lead guests to the table and  Guests are checked that the table chosen is suitable.
ensure they are happy with
table allocated
4. Seat guests, present menus  Chairs are withdrawn to allow guest to sit easily.
and drinks list  Clean menus are opened and presented to each
guest and inform of any specials or off dishes.
 Clean wine list is presented to the host and offer of
assistance is made with selecting wine, if required.
 Any wines unavailable are explained.
5. Offer to take a drink/water  Pre-dining drinks order is offered.
order  Water is offered and served to guests.
6. Allow guests sufficient time  Knowledge of the menu and wine list is displayed.
to study menu  Assistance is offered, recommendations are made, if
required.
 Service personnel are attentive, but not obtrusive
whilst guests are selecting.
7. Adopt a smiling, confident  Service personnel establish empathy with customers
and attentive approach and are responsive to their needs.
when dealing with
customers
8. Take the food order in a  Service personnel are alert to sales opportunities
courteous, friendly and and adopt a positive approach to selling.
professional manner  The food order is taken correctly and written legibly.
 Cooking instructions are requested and recorded,
where applicable.
 Order is re-checked for accuracy with customer (if
appropriate).
9. Take the beverage order  Knowledgeable of the composition of the beverage
correctly and wine list is displayed and recommendations are
made, as appropriate.
10.Distribute dockets to the  Duplicates are retained in order pad, for reference
appropriate departments, and control purposes.
i.e. kitchen, bar, cashier
11.Use the electronic order  All appropriate service personnel are competent in
system where applicable using the electronic system.
12.Ensure that all items are  Items are charged correctly to the guest’s account
charged to the guest’s and appropriate back up is available.
account
 Service of Drink

Our Standard is:

To promptly serve all drink items in the correct glassware and in a friendly and
professional manner.
How to achieve our Standard: How we will know it is done correctly:
1) Serve wines at the  Young Red Wines: 12oC -14oC
recommended temperatures  Burgundy Villages: 14oC -16oC
 Château Bottled Bordeaux : 16oC -18oC
 Champagne/Sparkling/White wine: 5oC - 7oC.
2) Present the bottle to the  Wine bottle is rested on palm and lower arm, on top
host for approval of a clean napkin, with label facing customer.
 Outside rim of the bottle and the top of cork are
wiped with a clean service cloth.
3) Open the bottle and seek  Capsule is cut below the lip of the bottle.
host’s approval  Corkscrew is inserted slightly off-centre, cork is not
pierced to end, inside bottle neck is wiped.
 For Champagne/sparkling wine: the foil and wire
muzzle are removed, the bottle is tilted at a 45°
angle pointed away from guests.
 Approximately one ounce of wine is poured into the
host’s glass for tasting purposes.
4) Serve the wine following the  The first lady to the right of the host is served first,
appropriate etiquette then each of the remaining ladies, then each
gentleman and finally the host’s glass is filled to the
required level.
 Wine is served from the right, filling each glass ½
way.
 The bottle is not allowed to rest on the wine glass
when pouring; the label is visible at all times.
 Glasses are replenished as necessary.
5) Serve other drink following  Bottles (beer, mixer, etc.) are clean, with labels
the appropriate etiquette intact and checked for chipping.
 Glasses are clean and correct for the drink provided.
 Bottles and glasses are handled at the base only.
 Drinks are always carried to tables on a tray and
presented to the guest using a coaster.
 Empty glasses and bottles are removed from tables
by using a tray.
 Service of Food

Our Standard is:

To promptly serve all food items at the correct temperature and in a friendly and
professional manner.
How to achieve our Standard: How we will know it is done correctly:
1) Ensure all portions are of a  Portions are evenly distributed and tastefully
consistent standard and size presented on the plate.
 Correct garnish is served with each food item.
2) Serve food at the correct  Hot meals are not left unattended for a long time at
temperature hotplate.
3) Set the correct cutlery for  Appropriate cutlery is laid prior to service of each
food items used course.
4) Observe the correct  Each guest’s order is matched with the meals
etiquette for food service served.
 Presentation of food items is completed in a
confident and professional manner.
 Food is served from the customer’s left where
possible.
 Appropriate accompaniments are served at the
correct time.
 Staff are alert to sales opportunities and adopt a
positive approach to selling.
5) Ensure that excellent guest  Guest satisfaction is checked and corrective action is
care is offered during meal taken where necessary.
 Attentiveness to guest’s requirements is maintained.
6) Carry out clearing duties  Service personnel are observant and clear tables in a
without unnecessary structured and efficient manner.
intrusion to guests  Clearing is carried out from the right of the guest,
where possible, checking with each guest before
removing items.
 Only appropriate quantities are carried at any time.
 Empty glasses are removed using trays, without
handling the insides or rims of glasses.
 Billing and Payment

Our Standard is:

To handle billing accurately. To deal with any discrepancies quickly and with
discretion. To handle payment in a timely and friendly manner.
How to achieve our Standard: How we will know it is done correctly:
1) Present bill quickly and  Bills are reviewed for accuracy before presentation
discretely to the guest, to guest.
when requested  Itemised bill is presented accordingly.
2) Correct discrepancies  Billing errors are handled and resolved competently.
promptly  No unwanted attention is brought onto guest by
error made.
3) Handle all credit card and  Receipts are given to the guest with the correct
cash payments correctly change.
4) Show appreciation for  Guests are thanked and gratuities are acknowledged
custom gracefully.
 Customers are bid a sincere farewell and invited to
return.
 Stores Management

Our Standard is:

To receive and store all goods in the appropriate secured area. To account for all stock
by careful issuing and regular stocktakes.
How to achieve our Standard: How we will know it is done correctly:
1) Ensure that storerooms  Storerooms and equipment are kept clean on an on-
provide a hygienic storage going basis; regular deep cleaning is implemented.
environment  Beer lines are cleaned once a week.
 Cardboard boxes/packaging are disposed of
correctly.
 Correct temperatures are maintained at all times.
 Adequate pest control measures are in place to
maintain a hygienic environment.
2) Adhere to safe storage  Storerooms have sufficient space and storage
conditions shelving for the quantities of stock held.
 Storerooms have adequate lighting for safe access
and use.
 Combustible or toxic items are not kept in
storerooms and cleaning agents are stored carefully.
 All bottle labels are maintained in good condition.
 Cases are not stacked too high and are easily
accessible.
 Glass, bottles and other breakables are safely
stored.
 CO2 containers are stored safely.
 Storerooms are locked when not in use.
3) Ensure efficient and  All items are stored by product.
effective storage of stock  Empty cases, bottles, kegs are stored away from full
items.
 Spirits are unpacked and stored on designated
shelves.
 Stock rotation is strictly adhered to.
 All perishable goods are kept in a cool, dry place.
4) Receive deliveries at a  Delivery times are agreed in advance with suppliers
convenient time and meet business needs.
 Supervisor ensures that health and safety
regulations are adhered to whilst deliveries are being
accepted.
 Supervisor has supporting order-documentation to
cross reference with the delivery docket provided.
5) Check the delivery docket  Supervisor checks each case for the correct quantity
against the order form and quality.
 Discrepancies are noted and recorded.
 Kegs are spot checked by weighing upon delivery.
 All empty kegs, cases, etc. are returned, once
delivery is finished.
6) Ensure effective issuing  Access to stores is strictly controlled and goods are
and control of stock only issued at defined times, on receipt of the
appropriate signed requisition form.
 Items are only issued by the individual responsible
for store/cellar management, or designate.
 Stock taking is regularly completed and results are
recorded. All discrepancies are investigated.
 Closing Duties

Our Standard Is:

To carry out all closing duties efficiently and effectively at all times, to ensure the
safety and security of personnel, the premises and stock.
How to achieve our Standard: How we will know it is done correctly:
1) Ensure that the  Guests are politely informed in advance of closing.
restaurant/bar is closed, in  Premises are cleared in accordance with the house
a timely and efficient policy and legal requirements.
manner  Guests are allowed the legal permitted drinking-up
time and politely encouraged to leave.
 Security check is carried out in toilets and other
areas, once all guests have departed.
2) Thoroughly clean the  The room is well ventilated and cleaned.
restaurant/bar area  Tables and chairs are cleaned and replaced in correct
positions.
 Floor area is thoroughly swept/vacuumed and
mopped as appropriate.
 All glass, chrome, doors and mirrors are thoroughly
cleaned.
 Toilets are cleaned and serviced.
3) Clean and tidy the back of  Bottle bins/skips are removed to back yard.
house area  All bins are emptied, washed and bin liners replaced.
 Drip trays are emptied, washed and replaced in
correct position.
 Waste/ullage is accurately recorded.
4) Complete a stock take and  Stock is accurately counted and a requisition is
prepare a requisition prepared.
 Requisition is prepared for stock of dry goods,
condiments and wine.
5) Clean and store equipment  All dirty glasses, water jugs, ice buckets and cutlery
correctly are cleaned, polished and checked.
 Glass washing and coffee machines are emptied and
cleaned then switched off.
 All electrical equipment is cleaned and switched off
as appropriate.
6) Control and secure cash  Final till reads are taken, floats retrieved and cash
reconciled in a secure location.
 Non-balances are investigated and rectified.
 Daily takings are recorded appropriately and
deposited safely in the designated location.
7) Carry out final checks to  Designated personnel ensure that all closing
ensure all closing duties procedures are completed, according to established
completed procedures.
 Checks are carried out for lost property which is then
tagged and stored in designated area.
 Any deviations are identified and rectified.
 Heating, lighting and ventilation are attended to, as
appropriate.
 Final security check of doors and windows is carried
out and alarms set as required.
 Food and Drink Service Audit
Date: ___________________________ Auditor: _____________________________

Standard Measure Yes No

1. Preparation for Do service personnel arrive on duty at appointed time?
Service
Are menu items explained on a daily basis prior to service?
To prepare all mise en place
consistently and in a timely Are stations/duties allocated prior to service?
manner, in order to facilitate
an efficient service delivery. Are the room and equipment clean and tidy?

Are table reservations checked and tables allocated

accordingly?
Are items adequately stocked in preparation for service?

Is there an adequate supply of clean and accurate menus

available?
Are tills and floats prepared?

2. Greeting and Seating Are guests acknowledged and greeted with a smile as soon
as they arrive?
To greet all guests in a Is an offer made to take coats?
timely and friendly manner,
then seat in an efficient and Are guests led to the table and checked that they are
polite manner. To take food happy with table allocated?
and beverage orders Are guests seated and presented with menus and drinks
correctly and process the list?
orders efficiently. Is an offer made to take a drink/water order?

Are guests allowed sufficient time to study the menu?

Is there a smiling, confident and attentive approach

adopted when dealing with customers?
Is the food order taken in a courteous, friendly and
professional manner?
Is the beverage order taken correctly?

Are dockets distributed to the appropriate departments,

i.e. kitchen, bar, cashier?
Is the electronic order system use where applicable?

Are all items charged to the guest’s account?

3. Service of Drink Are wines served at the recommended temperatures?

To promptly serve all drink Is the bottle presented to the host for approval?
items in the correct
glassware and in a friendly Is the host’s approval sought having opened the bottle?
and professional manner.
Is the wine served following the appropriate etiquette?

Are other drinks served following the appropriate

etiquette?
4. Service of Food Are all portions are of a consistent standard and size?

To promptly serve all food Is food served at the correct temperature?

items at the correct
temperature and in a Is the correct cutlery set for food items used?
friendly and professional
manner. Is the correct etiquette observed for food service?

Is excellent guest care offered during meal?

Are clearing duties carried out without unnecessary

intrusion to guests?
5. Billing and Payment Is the bill presented quickly and discretely to the guest,
when requested?
To handle billing accurately. Are discrepancies corrected promptly?
To deal with any
discrepancies quickly and Are all credit card and cash payments handled correctly?
with discretion. To handle
payment in a timely and Is appreciation shown to guests for their custom?
friendly manner.
6. Stores Management Do the storerooms provide a hygienic storage
environment?
To receive and store all Are safe storage conditions adhered to?
goods in the appropriate
secured area. To account for Is stock efficiently and effectively stored?
all stock by careful issuing
and regular stocktakes. Are deliveries received at a convenient time?

Is the delivery docket checked against the order form?

Is stock effectively issued and controlled?

7. Closing Duties Is the restaurant/bar closed in a timely and efficient

manner?
To carry out all closing
Is the restaurant/bar area thoroughly cleaned?
duties efficiently and
effectively at all times, to
Is the back of house area cleaned and tidied?
ensure the safety and
security of personnel, the Is a complete stocktake carried out and a requisition
premises and stock. prepared?
Is equipment cleaned and stored correctly?

Is cash controlled and secured?

Are final checks carried out to ensure all closing duties are
completed?
 Food and Drink Service Action Plan
Date From: ___________________________ Date To: ________________________

Standard Area For Action To Be Taken By By Reviewed

Improvement Who When Yes/No

1. Preparation
for Service

2. Greeting
and
Seating

3. Service of
Drink

4. Service of
Food

5. Billing and
Payment

6. Stores
Manageme
nt

7. Closing
Duties
This guide has been provided to you as
part of Fáilte Ireland’s suite of guides and
templates in the Online Business Tools
resource.

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