SOP Restaurant service sequence
SOP Number: FO – 37
Department: Food and Beverage Service– Restaurant
Date Issued: 05-October-2014
Time to Train: 60 Minutes
1) 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 the conversation.
-
Offer choice of seating.
-
Table setting are adjusted to the number of guest.
2) 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 the license to serve Liquor at 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 table within 10 seconds whenever they need to order.
-
Always prepare a note pad and a pen.
-
Be attentive at the guest table.
-
Offer recommendation.
-
Always repeat the guest order.
-
Inform guest of the expected service time.
-
Estimate the serving time.
4) Point of Sale key in Procedure:
-
Double check all the keyed in order before sending to 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 barman gives the drinks to the waiter it should be with the POS ticket.
5) Order Delivery Service:
-
Waiter reviews the order and put on the 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?”
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 table.
-
When assisting the guest, ensure ladies first.
-
Always says: “Hope to see you again.”
-
The table should be reset immediately.
Training Summary questions:
Q1. What are the service sequence 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?