SOP – Restaurant – Service Sequence

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Restaurant Service Sequence Stages

1) Greeting and Seating:

  • Guest should be greeted and welcomed with recognition, And should be helped with their coats and bags.
  •  All guests are welcome at the entrance.
  •  Guests are greeted warmly.
  •  Ask guest names to acknowledge them.
  •  Use the guest’s name at least twice during the conversation.
  •  Offer a choice of seating.
  •  Table settings are adjusted to the number of guests.

2) Menu Presentation service standards:

  • All Beverage menus should be clean and in good condition.
  • Menus should be at least 2/3 languages.
  • Menus must be presented to guests opened, Present the menu at the guest table and open the first page.
  • Must have a non-alcoholic option in case the hotel has the license to serve Liquor at the Restaurant.
  • Always point to 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.

3) Order Taking Service Standards:

  • Staff should have a warm smile and polite attitude, Approach guest’s tables within 10 seconds whenever they need to order.
  •  Always prepare a notepad and a pen.
  •  Be attentive at the guest table.
  •  Offer recommendation.
  •  Always repeat the guest’s order.
  •  Inform guests of the expected service time.
  •  Estimate the serving time.

4) Point of Sale key in Procedure:

  • Double-check that all the keys are in order before sending them to the kitchen.
  •  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 the assistant manager or above to void it immediately.
  •  When the barman gives the drinks to the waiter it should be with the POS ticket.

5) Order Delivery Service:

  • The waiter reviews the order and puts it on the tray.
  •  Quality check by every staff.
  •  Acknowledge the guest 2 steps before approaching the table.
  •  Offer to pour beverages.
  •  Leave the table by saying: “ Is there anything I can assist you at the moment?”

6) 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.

7) Guest Departure and Fond Farewell:

  • Thank the guest by name and bid farewell to all members of the party.
  •  Help customers leave their tables.
  •  When assisting the guest, ensure ladies first.
  •  Always says: “Hope to see you again.”
  •  The table should be reset immediately.
The Sequence Of Service In Restaurant

Training Summary questions:

Q1. What are the service sequences in restaurants?

Q2. How do you present a 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?
SOP Number: Food and Beverage Service SOP – 37
Department: Food and Beverage Service– Restaurant
Date Issued: 05-October-2014
Time to Train: 60 Minutes

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