SOP Restaurant service sequence

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.