JAMAWAR

Restaurant

Operating Manual

1t
Jamawar Indian Restaurant Operating Manual

Table of content

 Identity....................................................... 3

 Food Policy................................................ 4

 Beverage Policy ........................................ 5

 Personal .................................................... 9

 Service ...................................................... 10

 Table Setup .............................................. 13

 Control...................................................... 14

 Ware Washing.......................................... 15

 Check List............................................... 16

 Table setup picture.................................. 17

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I. IDENTITY

A. Company: IHG

B. Name: Jamawar Indian Restaurant

C. Location and address:

Jamawar Indian Restaurant is located on the 1st Floor at Holiday inn al Thuraya
City

D.
Marketing Objective:

Jamawar Indian Restaurant will offer the guests extensive A la carte lunch and dinner
a la carte menu offering value for money.

The restaurant will be a preferred choice for the local community Indian food lover.
It will also be a venue to attract local business men meeting for business lunch, office
colleagues for a sumptuous lunch and also a place to accommodate social dinners in
groups of 10 or more and the Indian and Local guests.

E. Opening Hours:

Opening: 12 noon
Last order: 10:30 pm
Closing: 11:00 pm

7 days per week

Public holidays: During public holidays, the same
opening hours apply for meal periods

F. Music and Entertainment:

The selection of music will range for the famous Indian music during the operations.

G. Furniture:

Qty Description

Different kind of chair in:

Normal Glass tables and hand rest chairs

Table :

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1 Hostess Desk

h. Seating Capacity:

Normal seating capacity is 63 but we can seat at maximum 75 person.

III. FOOD POLICY

The restaurant will serve Indian traditional menu for lunch and dinner.

a. Food Presentation and Menu Knowledge:

Food will be presented on specified plates, platters, bowls etc. The presentations will
be simple, not overly decorative and appealing to the eye.

Menu knowledge will be communicated to all kitchen and service personnel by

describing each menu item in a pre-set format.
Menu item
Description
Ingredients
Cooking method
Preparation time
Condiments to accompany
Cutlery required
Daily briefings on dish of the day if available.
As well food tasting will be conducted for kitchen and service personnel with each
menu change / addition.

b. Food Distribution and Production:

- Food and hot bread delivering will be from the kitchen side by a food runner with
the supervision and the request of the chef in charge and be change at the last piece of
bread basket.

IV. BEVERAGE POLICY

a. Service:

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- All beverages will be served and cleared from the table with a service tray.
- All beverages will be served in the appropriate glassware as outlined in the
beverage service manual.
- All beverages will be announced when served i.e. “YOUR DIET PEPSI OR YOUR
JUICE MAM/SIR”.
- All beverages will be served with applicable garnish as outlined in the beverage
service manual.
- Beverages made up of at least two ingredients will be served with a straw.
- Soft drinks will be poured in front of the guest.
- When serving drinks from a bottle, the bottle will not touch the side of the glass
when pouring the contents into the glass.
- Sodas and non alcoholic beers will be poured slowly along the inside of the glass,
not in the centre, so as to avoid too much foam.
- Glasses will be changed for every new beverage order, even when the second
order is for the same drink.
- Coffee will be served directly in front of the guest.
- Arabic coffee will be served with by an Arabic coffee pot with Dates.

b. Distribution and Production:

- All beverages listed on the drink will be stocked in the restaurant bar.
- Any beverage requested by a guest but not available in the menu will be done on
the bar if the ingredients are available.
- All beverages will be ordered from the main beverage store under the FMS system
on daily basis.
- Fresh cocktail will be made directly upon order, unless the lemonade will be made
before a day.

c. Presentation and Menu Knowledge

Cocktail Drinks:

Mixed drinks will be served in the glass as outlined in the beverage manual.

- The glass will be filled with crushed ice or ice cubes.

Procedure:

- The glass with ice / Drinks will be placed on the right hand side of the guest.

Drinks “LEMONADA”

Drinks will be served in a Moscow mule glass as outlined in the beverage manual.

- The glass will be filled with crushed ice.

- Cinnamon sticks and slice of lemon on the top of the glass.
- 1 part of Syrup will be poured into the glass.

Procedure:

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- The glass with crushed ice and the bottle of lemonade will be placed on the right
hand side of the guest.

Soft Drinks

Soft drinks will be served in the glass as outlined in the beverage manual.

Procedure:

- All soft drinks will be served with a slice of freshly cut lemon if it was a Diet soft
drink.
- The glass will be placed on the right hand side of the guest.
- The waiter will pour the soft drink into the glass until it is ¾ full 0n the table
according to the guest.

Mineral Water, Carbonated

Carbonated mineral waters will be served in the glass as outlined in the beverage
manual.

Procedure:

- Carbonated mineral waters (i.e. Perrier etc…) are served with ice cubes and a
slice of lemon, unless the guest requested no ice with lemon.
- The glass with a slice of lemon will be placed on the right hand side of the guest.
- The Waiter will pour the mineral water from the bottle directly into the glass.
- The empty bottle will then be taken into the bar area for storage / disposal.

Fruit Juices

Fruit juices will be served in the glass as outlined in the beverage manual.

- Fruit juices will be served in the glass without ice cubes unless the guest ask for
ice with garnish,
- Fruit juices will always be served chilled.

Procedure:

- The glass with the beverage will be placed on the right hand side of the guest
always with a straw.

Non alcoholic Beer,

Bottled beer will be served in front of the Guest.

Procedure:

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- Beers will be poured slowly along the inside of the glass, not in the center, so as
to avoid too much foam.
- The chilled glass will be placed on the right hand side of the guest.
Cocktails

Cocktails will be served in the glass as outlined in the beverage manual.

Procedure:

- All cocktails will be garnished and served with a straw where appropriate.
- Cocktails will be prepared in the restaurant’s service bar, according to proper
recipes, using jiggers or controlled pourers for measure.
- Cocktails will be placed on the right hand side of the guest.

Coffee Service

Coffee will be served in the cup as outlined in the beverage manual.

Procedure:
- All coffee will be freshly brewed by the cup or by the pot for Lebanese coffee. .
- Coffee will be served in the specified cup, based on the style of coffee.
- Coffee cups will be pre-heated prior to use utilizing the provided space on top of
the machine or hot water from the coffee machine, should space become
insufficient.

Condiments:

- For all coffee orders a selection of brown and white sugar (in individual sachets)
will be offered together with one brand of artificial sweetener. These will be
offered in the designated condiment containers

- Condiment containers will be not be pre-set on the table but will be placed on the
table at the time the coffee order is placed by the guest.

Tea Service

Tea will be served in the cup or in the pot (mint tea) as outlined in the beverage
manual.

- Teas will be served by the pot.

- Teapots will be placed on a side plate as well as hot water pot.
- Tea will not be automatically poured, but the Waiter will ask the guest “WOULD
YOU LIKE TO SERVE YOUR TEA NOW?” as many guests prefer to wait until
they feel their tea has reached the right concentration.
- All teas will be served in the designated cups.
- Teacups will be pre-heated prior to use utilizing the provided space on top of the
coffee machine or hot water from the coffee machine, should space become
insufficient.

Condiments:

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- For all tea orders, a selection of brown and white sugar (in individual sachets) will
be offered together with one brand of artificial sweetener. These will be offered
in the designated condiment containers.
- Condiment containers will not be pre-set on the table but will be placed on the
table at the time a tea order is placed by the guest.

Mint Tea Service

Mint tea will be served in the mint tea cup as outlined in the beverage manual.

- Mint teas will be served by the pot, using fresh mint leaves.
- Mint teas will be served in the designated cups.
- Teacups will be pre-heated prior to use utilizing the provided space on top of the
coffee machine or hot water from the coffee machine, should space become
insufficient.

Condiments:

Mint teas will be served with brown and white sugar.

Hot Chocolate / Milk

Hot chocolate / milk will be served in the cup as outlined in the beverage manual.

Procedure:

- Hot chocolate / milk will be served by the cup with the guest’s choice of full-fat,
or skimmed milk.
- Cups will be pre-heated prior to use utilising the provided space on top of the
coffee machine or hot water from the coffee machine, should space become
insufficient.

Condiments:

- For all hot chocolate / milk orders, a selection of brown and white sugar (in
individual sachets) will be offered together with one brand of artificial sweetener.
These will be offered in the designated condiment containers.
- Condiment containers will not be pre-set on the table but will be placed when the
guest set an order.

V. PERSONNEL

a. Staffing:
Assistant Manager = 1

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1 Captains = 1
Waiter = 2
Hostess = 1

Total = 6

b.
Shifts:

Number of working hours per day 9 hours including meal break

Number of days per week 6 days

Schedule of Operation:

A LA Cart: Sunday to Saturday 12:00pm to 11:00 pm

VI. SERVICE

A. General Service Policy:

The restaurant will be ready for operation on completion of the following:

- The restaurant staff will have prepared the outlet for service and will be ready to
open 1 hour prior to opening time.
- Each team member will have been assigned his / her pre-service duty. Pre-service
duty will be rotated as will shifts and stations.
- All surfaces of the restaurant are clean and polished.
- All glassware and displays are polished and cleaned.
- All tables are set up according to policy.
- All service stations are clean and well stocked before one night at closing time.
- Lighting levels are set as per pre-determined policy.
- The music selection for this meal period is in place and playing as per set
schedule.
- The daily specials as well as out-of-stock food items have been identified.
- The restaurant bar has been checked and out-of-stock beverage items have been
identified.
- The Restaurant Manager or Assistant Manager has conducted a briefing 15
minutes prior to opening, communicating relevant information for the meal period
advising of special requests, VIP reservations and any out-of-stock items and any
other information or any mistake has been done last night (if applicable) and
another briefing at 7:00 Pm before the Dinner service .
- When the restaurant is open for service the guest entrance will always be manned
by the Manager, Assistant Manager, Headwaiter or Public Relations agent.
- Table allocation will be at the discretion of the Manager or Assistant Manager or
Head Waiter in his absence.

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c. Greeting and Seating of guests:

An important part of the overall experience at Jamawar Indian will be that every
guest is greeted with a smile.

The Hostess, Restaurant Manager, Assistant Manager, Headwaiter or Food &

Beverage agent will always establish eye contact, smile, nod the head and verbally
greet the guest , Arabic or English (as appropriate). Greet the guest (by name if
known) Ascertain the size of and ask them if they have booked and if so, ask under
what name. If not, ask the number of guests and if they would prefer a Smoking or
non smoking area.
- The Hostess or the manager will then lead the guests to the assigned table.
- At road the Hostess may introduce the restaurant.
- Menus will be offered when guests seated opened on the first page.
- It is important that the waiter is alerted when guests are seated in his station.
- The waiter of the respective station will approach the table immediately and
assist the Hostess in offering chair assistance to ladies first.
- At this point the Public Relations agent will leave the table with a friendly
“HAVE A NICE MEAL…EVENING…LUNCH.”

d. Sequence of Service – After Seating of Guests:

- The waiter will approach the table with a smile and good posture. If possible,
tables will be approached from the front and not from behind so as to maintain
constant eye contact and so that the guests will not have to turn around to speak
to any service employee.
- The waiter or the waitress will give the menus by opening them on the first page.
- After having greeted the guest with a friendly “GOD MORNING-EVENING-
AFTERNOON” (or name if known).
- Shisha and drinks order will be taken, asking ladies at the table first. If applicable
- All orders will be written on a captain’s order pad and are repeated to the guests
prior to leaving the table.
- The waiter will enter the drinks order into the system sending the order to the bar
where the Barman will only commence preparing drinks when the order has been
received through the printer.
- Once the drinks order is completed the Barman will place all the drinks on a
service tray and proceed to the table.
- During this time the Waiter will bring all the condiments the cold towel.
- Drinks will be placed at the top of the dinner knife on the right hand side of the
guest.
- When placing each drink on the table the name of the drink will be announced.
- After having allowed the guests a few minutes, the waiter will then approach the
table and inquires if guests are ready to place their order.
- The order will be taken with a captain’s order in hand.
- Through eye contact the waiter will indicate to the host of the table that he / she
is ready.
- All orders will be repeated and confirmed.
- Throughout this process the waiter will use suggestive selling techniques and
menu knowledge to recommend accordingly.
- At the end of the order taking, all menus will be collected and returned to the

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nearest station.
- The waiter will leave the table and then key the order into the system and send
the order into the kitchen.
- The waitress will then prepare the table setting accordingly
- At this time empty glasses will be cleared using a service tray and ashtrays
changed, if necessary.
- If guests wish to order more drinks, the order will be taken and processed as
previously.
- The order will be keyed into the system accordingly and sent to the bar.
The Waiter will serve the food according to the method of order
Each dish will be announced when served.
- The table will be monitored by the waiter continuously so to judge the space of
the table.
- After 5 to 7 minutes of guests having received and / or helped themselves with
the food, the Restaurant Manager/ Assistant Manager/ will inquire if guests are
satisfied.
- Once the mezzeh has been cleared and the waiter will bring the dirty dishes to the
back.
- He / she check the cutlery and replaces as required and change the plate between
the cold and the hot mezza.
- Only when all diners have completed their course / meal will the serving and
service plates be removed together with the cutlery, salt & pepper set and any
other utensils related to the service.
- Clearing will be done by the waiter with the assistance of the waiter quietly,
quickly and neatly so to minimize the number of trips to the table.
- For clearing of all the little different shaped dishes on the table we will use a
designated tray. , by putting the plate at the edge, glass in the middle , cutleries in
the middle of the tray and all the plate for the same shape not more that 6 plates.
- The waitress will clean the table and prepare it for the desserts if the guest orders.

- At the same time coffee / tea will be ordered to all guests.

- All orders will be repeated at the end of the order.
- The waiter will leave the table and then key the order into the system sending it
into the bar.
- Hot towel will be served when the guest finish eating and before the dessert
service.
- Coffee / tea will be served accordingly.
- At this point the Restaurant Manager/ Assistant Manager will approach the table
again and inquire if guests are satisfied with the food and service provided.
- Upon request of the guest the check will be prepared by the waiter who will
ensure that the check is correct, clean and containing all items ordered.
- The check will be presented to the guest in a designated folder.
- The guest check will be closed according to the established control procedures by
the waiter or the manager if needed or the PR agent.
- The waiter will thank the guests (using their names) for their visit and inviting
the guests back.
- The Hostess and Restaurant Manger / Assistant will also thank guests as they
leave the restaurant (using their names).
- The table will be cleared and reset according to the standard in 5 minutes.

e. General Comments on Interaction with Guests:

Smile

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All guests of Jamawar Indian restaurant will be welcomed with a warm smile. This
will form the first and all-important opinion the guests will get from us. With a warm
smile we will acknowledge the guest’s presence and make him feel welcome.

Eye Contact

Eyes can talk! By establishing eye contact we will give the impression of truly
acknowledging the presence of a guest. By looking at the guests and paying attention,
the guests will notice if we are interested in their well being.
Speech

We live and work in a multicultural environment. For many of our guests and us the
main language spoken may not be our first language. Therefore the following should
always be considered when communicating with a guest or a colleague.

- Speak clearly
- Listen carefully , take note
- Look at the person you are addressing
- Stand Straight
- Smile when speaking to a guest or colleague
- By maintaining eye contact you can always observe the lips of the person you are
speaking to.
- Do not pretend to understand if you do not understand.
- If you do not understand politely ask the guest to repeat.
- If you still do not understand, immediately contact the Manager for help.

Single Diners, Families and Diners with challenges

Single Diners (male/ female):

- We will always pay particular attention to single diners (male or female) and they
will be offered a table in the same way as any other diner.
- It is very important to check guest satisfaction at various times during the meal
and the Restaurant Manager will personally check if the customer is satisfied
however we must be sensitive not to “over serve”.
- Single diners are usually in a rush and we should be sensitive to that.

Families:

- Families will always place at large tables and away from singles.
- We will offer assistance in accommodating pushcarts, buggies etc so as not to
obstruct the family and any other diner. .
- We will always offer a high chair.

f. Table Set-up:

Lunch and Dinner:

Double Setup

- Napkin

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- Main course plate

- Main course knife
- Dinner fork
- Dinner Spoon
- Dessert knife (when the guets ordre)
- Dessert fork ( when the guets ordre)
- Water goblet
- Salt & pepper shakers

g. Service Station Set-up:

- A la carte menue 10 pièces

- All cutleries
- Plates (B&B plate : 15 pieces // Starter plate : 15 pieces /// Main course plate : 15
pieces)
- Water goblets 15 pieces
- Pepper salt shaker 3 set
- ketchup jar 10 pieces
- Napkins 15 pieces
- Toothpicks/ toothpick holders 3 pieces )
- Mineral water large and small 6 bottles each.

h. Hostess Desk Set-up:

- Telephone
- Menus
- Business cards of the Restaurant Manager.
- Any promotional material of outlet and hotel
- Credit card machine roll
- General utensils (scotch, stapler…)

VII. Control
a. Linen Exchange Policy (to be reviewed laundry department):
- at the end of each day all the solid linen will be counted and collected in the
linen bags(never in the rubbish bags) and located in the back area.
- In the morning the waiter will deliver to the laundry and bring the clean linen
with a linen form.
- The new linen will be stored and organized in the linen clothes by size and
shapes

b. General Store

Requisitions will be prepared on daily basis unless Friday no store.

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- All requisitions will be order on the FMC system.

- Take away boxes will order from the chief steward.

Operating Equipment:

- All operating equipment requests from the general store will be requisitioned
according to the above procedure.
- All requisitions for operating equipment are to be counter-signed by the F&B
director.
- A monthly inventory will be conducted and supervised by the with the restaurant
manager and the chief steward.

Cleaning Supplies:

- The same procedure applies as for the general store.

c. Food Store

- The food items and all the production items will be ordered on daily basis form
the main kitchen on FMC The food order for the restaurant will be pick it up
direct from the main kitchen..

d. Beverage Store
- All the bar requisition for the general drinks as the water and the soft drinks and
other non alcoholic will be ordered under the general form mentioned before

e. Service report

- Restaurant Service report it will send by email at the end of each night.

f. Guest Checks

- The restaurant will not have a designated Cashier for guest check settlement.
- All service employees of the restaurant will be able to input guest orders and print
out guest checks.
- Guest checks will be settled by the appointed waiter responsible for the section.

- A”float” of an amount decided on by the office will be given to the Restaurant

Manager who will be responsible for the cashiering aspect of the restaurant where
the amount is 200 Kuwait Dinar.

The restaurant revenue will be deposited daily as per established policy.

VIII. WARE WASHING

Chinaware

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Plates will be placed properly stacked up, near the washing area.

Silver and Stainless Steel ware

All cutleries will be placed in a proper way on the tray and ready to take to the
washing area.

Polishing and collecting:

All the kitchen and service utensils ( bowl, plates, platters, cutleries…) washed out
will be polished and delivered to the restaurant by using the F&B agent in charge for
the polishing using hot water and vinegar.

Glassware – Beverage

- All glassware beverages will be washed separately in the washer after all ware has
been washed and the washer has been cleaned.
- Once glasses are washed, they will be polished and returned to the storage shelves
within the bar area.

General Points :
 Service Report
 Opening Check list
 Closing Check list
 Bar check list

SERVICE REPORT

Wednesday,
Jamawar
MOD:
Breakfast Rev Breakfast Av. Check #DIV/0!
Lunch Rev Lunch Av. Check #DIV/0!
Dinner Rev dinner A. Check #DIV/0!
TOTAL KWD 0.00 TOTAL #DIV/0!

Daily Budget Breakfast Covers

Last Year Rev Lunch Covers
Var. VS Budget KWD 0.00 Dinner Covers
Var. VS Last Year KWD 0.00 TOTAL 0
SERVICE NOTES
Breakfast/Lunch:

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General (Including Guest comments / complains / any relavant issue happened in the outlet within the day)

Promotion Quantity Today Revenue MTD REV COMP MTD

ENTERTAINER
ENTERTAINER
GRAB ME
FLASH DINE EXP

Star items PRICE SOLD AMOUNT

0
0

0
0
TOTAL SALES 0
MTD SALES

GROUP RESERVATION TODAY

Company / Occation No. of Covers Total Remarks
Name of the Revenue
Group

Restaurant Opening Checklist

Date: _______________________ Time: ______________________
Name of the Restaurant: ___________________________________
Shift: ____________________________________
Restaurant In Charge: _________________________________________

Checked

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S/L Tasks YES NO Remarks

1 Seating arrangement has been is done as required.

2 All linen is cleaned, ironed & folded as per the standard
3 Adequate mise-en-place has been kept.
4 Check for table/ chair wobbling.
5 Check for cleanliness & proper lay-out of Table.
6 Check Quality of Glassware and Discard Chipped Glasses.
7 Crockery, Cutlery checked for Cleanliness.
8 Ensure Floor is Clean and Polished
9 Walls, Curtains & Checked for any visible Spots.
10 Check for Fused Bulbs and follow up with the Maintenance.
11 All lights and Electrical points Operational
12 Air-Conditioning Operational
Check for the proper stacking of Mineral water/Soft Drinks
13 FIFO system

14 Ensure all stores & supplies are in place with required par.
15 Ensure the Side Station is stacked properly as per the standard
16 Check that the Water Cooler is functioning properly
17 Check Ice cube Machine
18 Ensure that the POS system is working properly
Ensure that the Non-Available Item list is written on the
19 noticeboard & everybody is aware.

20 Check if telephone working.

21 Ensure that everybody has service kit & is properly groomed
22 Brief the staff for the operation & up-Selling.
23 Allocate the staff to their respective areas.

Implementation ensured by: ___________________________________________________

Restaurant Closing Checklist

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Date: _________________________ Time: ___________________________

Name of the Restaurant: ____________________________________________
Shift: ____________________________________
Restaurant In Charge: ____________________________________________

Checked
Tasks YES NO Remarks
S/L

All cutlery to be washed ,wiped & stacked properly along

1 with crockery items
2 All Service staff has been debriefed and assigned closing duties.
3 All dirty glassware to be washed wiped & stacked.
4 Floor has been cleaned by housekeeping.
5 Ensure that the garbage has been cleaned.
All crockery, cutlery, and glassware have been shifted to
6 dish wash.
Back Area & the Service area are clean & Store is properly
7 stacked
8 Make the Breakage report if any.
9 Wipe all the tables & counters
10 Check all the folders for comment Cards & make report.
11 Air-Conditioning has been switched off.
Any items left over by the Guest have been deposited with the
12 Lost & Found.

13 Restaurant has been reset for the following day.

14 All equipment stored appropriately.
15 Side Station has been cleaned & stacked properly.
16 Soiled linen is stored as per standard and the tied into bundles.
17 Check Dish-wash has been cleared.
Store Requisition to be made after physically checking
18 the stock.

19 Switch Off the POS Machine & Music System if any

20 Check for any Discrepancy in Checks.
21 Check for any Void items / KOT to be authorized.
22 Check for the Sale & Menu Item Summary Report.
23 Service report to be accurately filled-in.
24 Final round taken keeping in mind safety factors.

Implementation ensured by: ___________________________________________________

BAR EQUIPMENT CONT

MONTH: July LOCATION: AyamZam

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EQUIPMENT
1 2 3 4 6 14 15
O C O C O C O C C O O C O C O

All glass are stocked

unclock fridges and ready
check ice machine
check all expiry date FIFO
ensure all fruite have exp date
coffee machine and boiler working
garnishe away in the fridge with exp
clean coffe grinder
turkish coffee and sugar closed and exp

EQUIPMENT
16 17 18 19 21 22 29
O C O C O C O C C O C O C O C
All glass are stocked
unclock fridges and ready
check ice machine
check all expiry date FIFO
ensure all fruite have exp date
coffee machine and boiler working
garnishe away in the fridge with exp
clean coffe grinder
turkish coffee and sugar closed and exp

Signature of bar man : Remarks :

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