Hospitality Operations: Reviewing and Revising SOPs for Regal Restaurant

This document discusses the background and reasons for reviewing and revising Standard Operating Procedures (SOPs) in the hospitality industry, specifically for Regal Restaurant. It covers the SOPs and training requirements needed to ensure adherence, methods for maintaining standards in food and beverage preparation, legal and regulatory considerations, and how to communicate SOPs to staff. The document also provides advice and recommendations for monitoring standards across all F&B activities.

Hospitality Operations

Table of Contents
Introduction......................................................................................................................................3
Main Body.......................................................................................................................................3
Background to the project and the reason for reviewing and revising the SOPs..................3
The SOPs and training requirements required to ensure that they are adhered to.................3
How standards will be maintained in the preparation, cooking and serving of food and drink at
the Restaurant.........................................................................................................................4
Methods to train new and existing staff and whether the staff working for example on events,
private parties etc....................................................................................................................5
The legal and regulatory requirements which need to be considered in F&B preparation....6
How service standards will be adhered to while at the same time meeting all legal and brand
operating standards.................................................................................................................6
How any legal and/or regulatory issues will be complied with to avoid the risk of prosecution
................................................................................................................................................7
How the SOPs will be communicated to the teams/ staff working both full and part time.. .7
Advice and recommendations on the monitoring of standards to ensure they are achieved and
adhered to across all F&B activities.......................................................................................8
Conclusion.......................................................................................................................................8
References......................................................................................................................................10

Introduction
In present time, hospitality industry consists of different sectors like hotel, restaurant, and
many more that operates at both National and international level in order to earn profit through
serving accommodation, food and beverage and other type of services (Bowie and et. al., 2016).
the particular sector that has been taken into consideration in this report is restaurant industry
where a particular restaurant named as The Regal Restaurant serves a range of hot and cold bar
snacks and in the evening a carvery selection. Management has specifically started getting where
is range of complaints in relation to wrong orders placement, poor customer service, food service
and ranging from cold food and many other situations. considering the scenario, report will show
training requirements to the staff members for best practice so that number of complaints can be
reduced to minimal.
Main Body
Background to the project and the reason for reviewing and revising the SOPs
Project that has been taken into consideration is on regal restaurant, which has been
serving to the clients with a number of cold and hot snacks for the whole day long and in the
evening it offers Carvery selection. Also, the project will also develop an effective SOP for regal
restaurant from the existing one. Basically, ample number of complaint started coming to the
management of regal restaurant from their clients as they mention among different complaints in
relation to poor customer service, wrong orders, food service, ranging from cold food and other
communicational issues with the servers and along with the staff of the kitchen.
Also with the help of developing effective SOP and delivering training to staff members,
it can easily be said that eagle restaurant will gain its lost Goodwill, reputation and brand image
and much effective and efficient manner. in order to sustain within the market for a longer period
of time it will be required by regal to apply better working practices considering the SOPs. On
the other hand, it can also be said that considering a revised SOP, restaurant named as a legal
will start gaining competitive advantages and also it may help restaurant in sustaining with the
market and boost its productivity and the profitability (Brandon-Jones and et. al., 2016).
The SOPs and training requirements required to ensure that they are adhered to
Since it has already been discussed above that regal restaurant was dealing with the
number of issues in relation to poor customer service, wrong orders and miscommunication

which affected the overall productivity of the restaurant. Therefore, it is required by regal to
come up with SOP for to make modifications among the existing one and also there are number
of training requirements that are needed to be fulfilled so that productivity and profitability can
effectively be maintained.
SOP: An effective restaurant service sequence in relation to SOP is performed underneath:
 Menu presentation service standards: it is much needed by regal to develop and effective
beverage menu which should be clean and also in good condition. Also it will be required
by staff members to you also put any sort of like recommendations for house favourites.
 Order taking service standards: it is must for a dentist to stay attentive at the guest table,
always prepare themselves with a pen along with notepad and also deliver them
appropriate just with the help of a warm smile, polite attitude and so on.
 Order delivery service: it is must for staff of regal restaurant to ensure the bill is accurate,
quality check done by themselves, offering to pour beverage, acknowledgement to guest
for the two steps before approaching the table (Buhalis and Leung, 2018).
Training requirements: There are number of sections in which staff of regal restaurant can
effectively be trained for the betterment of future of the food service organisation. Some of these
are given underneath:
 Demonstration related requirements: manager of regal restaurant effectively train its staff
through demonstrating about how things can be done in relation to table setting, food
running, order notes, upselling and so on.
 Shadowing: another crucial approach that may help to manager of regal restaurant to
deliver the better understanding to the employees in relation to the staff and how they
build up communication and other elements with clients.
How standards will be maintained in the preparation, cooking and serving of food and drink at
the Restaurant
In present time, Standards can effectively be maintained in relation to cooking,
preparation and serving of food along with the drinks in regal restaurant are given underneath:
 Primal activity that is required to be undertaken is to develop an effective and appropriate
sop which will help staff members along with the chef and the helpers in taking the right
decisions while serving of food and drinks, cooking and preparation.

 Proper communication among chef, staff and other individuals would help regal
restaurant in in conducting every single activity e all the operations of the whole
restaurant to come up with effective and best results in much efficient manner (Filimonau
and Delysia, 2019).
 Considering an effective time management strategy will help regal restaurant in reaching
to its customers right on time, which will aid in delivering the right order at the correct
table in specific time frame.
 Delivering appropriate training sessions to staff members in relation to demands of
customers which also changes regularly. Along with appropriate modifications within the
compensation and bonus related strategies for staff as this will keep on motivating them
to perform the best at the restaurant and the competitive environment will be developed.
Methods to train new and existing staff and whether the staff working for example on events,
private parties etc.
The ultimate task throughout the training process is to make sure that what is taught is
actually enforced. Many times, people go through the training process, only to find out that their
new skills are not practiced on the floor or upheld in the office (Gibson and Parkman, 2018). In
the modern world, hospitality industry consists of different methodologies in relation to training
which can be adopted by regal restaurant and some of these are presented underneath: On the job training: This is one of the crucial method that can help manager of regal
restaurant in delivering the right information to staff members in relation to to serving the
best to customers within an event or while working in the restaurant. Off the job training: Another effective methodology of training that can be utilised by
restaurant for pulling out the best outcomes in a short span. Basically, off the job training
delivers the information to manager where he or she can effectively develop a training
plan based on the skills and requirements of every single individual as this would aid him
or her in delivering the right information to the correct person based on the necessities.
 Starting with the orientation: Manager of regal customer could effectively deliver the
best experiences that he or she already had while serving to the customers in the past.
This would help manager in familiarising themselves with the restaurants best practices,
history, goals and philosophy of the existing and of the restaurant owner (Gursoy, 2018).

The legal and regulatory requirements which need to be considered in F&B preparation
In present world, hospitality industry where specifically restaurant would required to
follow a number of regulatory along with the legal requirements of a particular country in which
they are serving. Basically, every single business organisation deals with a number of legal and
regulatory terms that has already been built by government in relation to food and beverage
related preparations. Food safety is no joke—the last thing you want is to make a guest sick from
eating improperly stored or handled foods. To keep the highest standards possible, make sure
everyone on staff (not just BOH) has obtained a food handler’s license. A food safety program,
like the one offered through ServSafe, will also provide information for staff on keeping
themselves safe and healthy in the workplace as well. These standards are maintained and me
help a company like regal restaurant in performing their operations in a much effective and in an
ethical manner. some of these legal and regulatory requirements are given underneath:
 Food Standards Act, 1999: this was built by parliament of United Kingdom which
provides with appropriate power along with the functions in relation to food safety and
Standards and also helps in understanding the consumers and trust at any stage within
food production and supply chain.
 Food Safety act, 1990: reason for building this act was to provide the safety of food
which is vital for customers in today’s food business environment. It helps in delivering
the confidence to the customers about the food that they have purchased and 8 based on
their on expectations of the protection as will not going to get harm after consuming
them.
 Food labelling Act, 1996: Under this act, restaurant like Regal would effectively lead to
purchase raw materials that are marked with appropriate label of different food related
regulations and agencies that has been developed by parliament of United Kingdom
(Ionel, 2016).
How service standards will be adhered to while at the same time meeting all legal and brand
operating standards
If it is talked about regal restaurant, then the service standards are required to be
developed considering all the legal and brand operation related standards that has been set by
parliament of United Kingdom as this will help them in enhancing the possibility of preparing a
much effective SOP. this could be understood with a good example of menu presentation server

standard which is a part of an effective SOP, which is also address in the Food Standards Act,
1990. It was mentioned that it will be required by the restaurant to clearly mention all the
detailed information about the ingredients that will be utilised while preparing a dish for the
customer within the menu sheet (Kim, Lee and Fairhurst, 2017).
Also it is mentioned in the food safety act, 1990 that appropriate communication done by
staff member and presenting the menu in front of the guest table and delivering right information
to the customer will help company in performing all the operations in ethical manner. With the
help of this, appropriate relations with customers can effectively be made which would help
regal restaurant and sustaining within the market of United Kingdom for a longer period of time.
How any legal and/or regulatory issues will be complied with to avoid the risk of prosecution
It is must for every single restaurant owner to follow different regulatory and legal
aspects or the standards set by United Kingdom. All the issues in relation to following legal and
regulatory along with the standards developed by the country for the food and beverage industry
can easily be resolved with the help of SOP. This could be understood with a good example
considering the sop standards where order taking service standards show that the polite attitude
and warm smile given by staff will help customers in meeting the satisfactory level.
All the ethical related issues like communication problems if undertakes among
customers and staff then it is may be possible that wrong image would get developed of regal
restaurant. Therefore, following the Food Safety Act 1990, will lead Regal Restaurant to avoid
the issues in relation to ethical term. Also, it has been analysed that considering effective training
session and following all the rules and regulations developed by United Kingdom in relation to
food and beverage industry will help the eagle restaurant in meeting different range of goals and
objectives and relation to customer expectations and reduce the number of complaints on daily
basis (Losekoot and Theresa, 2018).
How the SOPs will be communicated to the teams/ staff working both full and part time
An effective developed SOP, will be communicated to both full and part-time teams
along with the staff members with the help of arranging a meeting in a particular time where
both part time and full time individuals reaches to the restaurant. This will be done by the project
manager who has developed the sop for the betterment of the company and for the employees as
well which will help them in sustaining within the market for a longer period of time and it will

also enhance the skills and opportunities for staff members to get promoted or to work
effectively within the company.
This will lead members to to deliver appropriate services to customers and will reduce the
poor customer service and deliver them right service at correct time, wrong orders will be
reduced to minimal, food will be prepared considering the fresh items are the ingredients that are
labelled from the safety and security agencies of food and beverage industry. Also,
communication will also be done through new emails and any other tool that has been utilised by
restaurant in order to deliver the information to every single individual that belongs to the
restaurant (Manoharan and Singal, 2017).
Advice and recommendations on the monitoring of standards to ensure they are achieved and
adhered to across all F&B activities
After developing an effective SOP for Regal restaurant, it is recommended to the agency
to keep on monitoring all the standards in relation to order taking service standards, point-of-sale
key in procedure, order delivery service, handling bills and financial statements, gas to departure
and fond farewell coma training sessions, ordering and seating, menu presentation service
standards and so on. With the help of this, it is also said that the restaurant will be required to be
consistent in nature, manage proactively its staff needs, menu changes, marketing campaigns,
inventory, and many more other stuff (Murphy, Hofacker and Gretzel, 2017). Along with this, it
is also recommended that proper learning of the operation by conducting every single activity
and prioritising the staff retention will help restaurant in sustaining within the market for a longer
period of time. Also, managing customer expectations in any business is difficult, but a
restaurant tops that list. Ince, Regal Restaurant is dealing with everything from food preferences,
dietary issues, traffic flow in the restaurant, irate customers, last-minute reservations, and people
who show up to eat five minutes before restaurant ready to close.
Conclusion
With the help of above mentioned report, it is pretty much required by every single
business restaurant dealing in hospitality industry of United Kingdom to deliver appropriate
training sessions to staff members and also it is must for them to keep on bringing changes
among the SOP which is the existing one or develop new one for the betterment of productivity
and profitability. Following all the rules and regulations that has been developed by parliament

will help the restaurant in conducting operations and feeling the needs of customers and much
effective and in an ethical manner.

References
Books and Journals
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Buhalis, D. and Leung, R., 2018. Smart hospitality—Interconnectivity and interoperability
towards an ecosystem. International Journal of Hospitality Management, 71, pp.41-50.
Filimonau, V. and Delysia, A., 2019. Food waste management in hospitality operations: A
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