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?