SOP Restaurant service sequence
SOP Number: FO – 37
Department: Food and Beverage Service– Restaurant
Date Issued: 05-October-2014
Time to Train: 60 Minutes
Greeting and Seating:
Guest should be greeted and welcome with recognition, And should be helped with their coats and bags.
All guest are welcomed at the entrance.
Guest are greeted warmly.
Ask guest name to acknowledge them.
Use guest name at least twice during conversation.
Offer choice of seating.
Table setting are adjusted to the number of guest.
Menu Presentation service standards:
All Beverage menu should be clean and in good condition.
Menus should be at least 2/3 languages.
Menus must be presented to guest opened, Present menu in the guest table and open the first page.
Must have non alcoholic option in case hotel have license to serve Liquor at Restaurant .
Always point any recommendation or house favourites.
Inform the guest that you will take their order when ready.
Maintain eye contact and approach at the appropriate time.
Order Taking Service Standards:
Staff should have a warm smile and polite attitude, Approach guest table within 10 seconds whenever they need to order.
Always prepare a note pad and a pen.
Be attentive at the guest table.
Always repeat the guest order.
Inform guest the expected service time.
Estimate the serving time.
Point of Sale key in Procedure:
Double check all the key in order before send.
Barman should serve the drinks with the specific POS ticket.
Key in order into the POS system accordingly.
If any wrong order key in, look for assistant manager or above to void it immediately.
When barman gives the drinks to the waiter it should be with the POS ticket.
Order Delivery Service:
Waiter reviews the order and put on tray.
Quality check by every staff.
Acknowledge the guest 2 steps before approaching the table.
Offer to pour beverage.
Leave the table by saying: “ Is there anything I can assist you at the moment?”
Handling Bills and final settlement:
Ensure the bill is accurate, Always Double check the bill before presenting it to the guest.
The bill is presented in a company bill folder and pen, Retire from the table and stay within the vicinity.
Recover the check and means of payment.
Thank the guest and process quickly.
Payment should be done in 4-5 minutes.
Guest Departure and Fond Farewell:
Thank the guest by name and bid farewell to all members of the party.
Help customers leave their table.
When assisting the guest, ensure ladies first.
Always says: “Hope to see you again.”
Table should be reset immediately.
Training Summary questions:
Q1. What are the service sequence in restaurants?
Q2. How do you present menu to the guest?
Q3. What are the standards for order taking?
Q4. How to handle billing and final settlement?
Q5. Why it is important to give a fond farewell to the guest?