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?