How To Setup Restaurant Table - Glassware and Tabletop Items?
SOP Number: F&B SOP - 45 ( SOP serial number and department code )
Department: Food and Beverage Service – Restaurant
Date Issued: 01-07-2018
Time to Train: 30 Min
Purpose of this SOP:
Correct order taking is crucial in the beverage service process and for the satisfaction of the guest. It is therefore very important to ensure that the concerned F&B employees know how to take guest beverage orders in a professional manner and by respecting the Hotels or Restaurants Standard Operating Procedures.
Materials needed for taking an order is an order taking pad or scribbling pad and a pen. Now with the new age Point of Sale (POS) systems orders can be directly taken on handheld devices like Ipad, Android Tablet, Smartphone etc.
1. Preparation for taking Beverage Orders:
Make sure you are well groomed and tidy.
Make sure you know the items on the beverage list and knowledge about any happy hours.
If guests are celebrating a special occasion such as a birthday, anniversary or other celebration, they may want to have wine or champagne with their meals.
Know which drink goes in which glasses - Learn about Type of Glasses used in Bar.
Prepare your order pad or Handheld device which can capture following details.
The number of guests.
Make sure your pen is working.
2. Approach the table:
Approach the table to take the beverage order within three minutes of the guest being seated.
Stand on the right-hand side of the guest where possible or at the end of the table.
Greet the guest, remember to use the guest name where known.
Present the beverage list, from the right side hand, make sure it’s clean and tidy.
Establish good eye contact.
Maintain good posture.
Give the guest enough time to look at the beverage list or to decide.
3. Make suggestions/ recommendations:
Know which wines will go well with certain foods.
Suggest specialities, signature beverages, or premium brands, water, snacks to go with the drinks when appropriate.
A minimum of one recommendation is to be made per order (new table).
Find out the guests preference for service, for example, "on the rocks", "with soda", "with tonic water" or "straight up" etc.
“May I get you one of our signature Gin or how about a glass of Chardonnay?”.
Suggest the most popular call brands when a guest does not specify the brand.
Suggest a speciality drink if a guest is not sure what to order..
4. Take the order:
Excuse me Mr Bond what may I bring you to drink?”
Always speak clearly at all times.
Always take orders from women first, then men.
Write order on the guest check or order taking pad or handheld device according to how the guests are seated.
Follow a clockwise direction.
Assign a number to each chair at a table, the chair number one on each table is typically the one closest to the door or some other landmark in your restaurant.
Write the order for the guest in chair number one on the first line of the order pad.
Always use standard beverage abbreviation.
Listen carefully to each guest orders and repeat the order and details.
Do not interrupt the guest.
5. Repeat the order:
Speak clearly and politely repeating the order back to the guest.
6. Leaving the table:
Always say thank you and Smile genuinely.
Maintain good eye contact.
Take beverage list(s) or menu with you.
7. How to Deny alcohol service to intoxicated guests?
Tactfully tell guests that you care about their safety and can't serve them alcohol.
Do not make accusations, judge the guests or argue.
Suggest nonalcoholic drinks and food instead.
Tell your manager whenever you deny someone alcohol service.
Training Summary questions:
Q1. What is the purpose of this SOP?
Q2. How to prepare for taking beverage orders?
Q3. Tips for suggesting and recommending beverage.
Q4. Steps for taking guest beverage order?
Q5. How to deny alcohol service to intoxicated guests?