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Restaurant service 1
Chapter 7.01 the Restaurant Experience
Moment Of Truth 7.01 SOP - Reservation

1. Answer the telephone within 3 rings

2. Greet the guest warmly with friendly tone of voice, “Good morning, afternoon,
Evening, Mr. Cousens how may I help you, with a smile.
3. Identify your name and that of the restaurant.
4. Use the caller’s name at least twice during conversation.
5. Articulate and listen attentively.
6. Do not use hotel name .
7. Ask the guest for which day he would like the reservation to be made. Mr.
Cousens?”
8. Ask in whose name the reservation should be made, “Under whose name shall I
Reserve the table.
9. Ask for the time of the reservation, “For what time shall I reserve the table?”
10. Ask how many people would be dining,” For how many people should I make
The reservation, Mr. Cousens?”
11. Use positive phrases, “It will be our pleasure to book you a window table
12. Any Question to identify special needs e.g. non-smoking table, sea view, Birthday cake, etc.
13. Recognize regular guests needs and their needs, “May I reserve you a non-
Smoking table again Mr. Cousens?”
14. Summaries booking request and check accuracy, use positive language when
Doing so, it will be a Pleasure to book a sea view table for you. Mr Cousens”.

15. Thank the guest,” Thank you and we look forward to seeing you tomorrow”.
16. Wait for the guest to hang up first.
17. Staff to have full knowledge of opening/closing times,; Cuisine type, special
Requirements
And time restraints for business lunches, English, amaharic and language of main
Client segment.
18. The ringing level of the telephone is low so as not to disturb guests in the
Restaurant.
19. Priority reservations for in-house guests.
20. Offer restaurant food to be served in the room during restaurant opening times.
21. Record in guest history, likes and dislikes

Moment Of Truth: 7.02 SOP - First Impression

1. Observe guest reaction to both music and light and adjust as required.
2. Restaurant team members will do their utmost to ensure that everything feels,
Scents, tastes and is as aesthetically pleasing at all times.
3. There is a hostess, restaurant manager or member of staff at the entrance of the
Restaurant.
4. The reservation desk is well organized.
5. The uniform is clean, neat well pressed, no stains or tears.
6. The entrance and surroundings are clean and tidy.
7. The operational hours are indicated at the entrance, signage is clear and visible.
8. The restaurant is clean i.e. floors and walls.
9. Windows are free of marks and finger prints.
10. Furniture is in good condition
11. Plants and flowers are well maintained, fresh with no dusty or dead leaves.
12. Tables and chairs are correctly arranged and set up.
13. The area is well ventilated, not smoky, at the correct temperature.
14. Background / live music is at suitable volume.
15. Lighting is comfortable.
16. If there are candles on the table, they are well lit.
17. Side stations are neat, free of dirty equipment, food, glasses or plates
18. Menus are clean, in good condition with no stains, spots, dog ears and is
Updated.
19. Room temperature is appropriate.
21. If there are candles on the tables they are lit.
22. Chinaware, glassware and silver used is clean with no cracks or chips.

Moment Of Truth: 7.03 SOP - Greeting And Seating

1. Hostess, restaurant manger or other member of staff is available at the entrance
In impeccable uniform, ready to welcome guests.
2. All guests are welcomed at the entrance – nearest available person greets guest
Immediately.
3. Deal with the guest within 1 minute of arrival.
4. Acknowledge guest within 10 sec / 3 meters of entrance. Establish eye contact
And smile, “Good morning / afternoon / evening Sir / Madam or call a colleague
. 5. If you are busy say I will be with you shortly, Sir / Madam” or call a colleague.
6. Ask the guest name rather than a room number.
7. Check reservation, “Do you have a reservation, Mr. Cousens?”
8. If no reservation, check if hotel guest and ask for the guest name.
9. Offer to take coats and bags.
10. Ensure security of property. Issue a receipt as appropriate.
11. If guests have not reserved and must wait for a table, inform them of length of wait and suggest
That they wait in the bar. Inform them as soon as the table is ready.
12. Obtain reservation details and reconfirm guests ‘requirements.
13. Offer a choice of seating, “Would you like to have a table by the window /
14. Guide and escort guest to the table.
15. If guests have not reserved and must wait for a table, inform them of the length of wait and suggest
they wait in the bar. Inform them as soon as a table is ready.
16. If the guest waits in the bar for a table, take the drinks order, inform the bar manager, give the
Guest a menu and offer to take the order.
17. When a table is ready, escort the guest to the table in the restaurant, have their
Drinks brought to the table, if appropriate. “Please follow me, Mr. Cousens”.
Walk at same pace as the guest, just one step ahead.
18. Pull out the chair for the guest.
19. Observe guests and anticipate needs, offer newspaper to guests dining alone. ”May I offer you
A newspaper, Mr. Cousens? It’s today paper”. Offer a newspaper / magazine to solo diners if
appropriate.
20. Offer to take drinks order.
21. Present the menu open to the guest
22. Offer to explain the different sections of the menu.
23. Present drinks / wine list open to the guest
24. Offer to take or leave with the guest, “Would you like to have a drink and I will return in a few
Minutes when you are ready to order”.
25. Observe guests and offer a table to meet their individual needs.
26. Explain any promotions, specialties or cocktails. ”We have a special strawberry cocktail
Promotion on, Mr. Cousens, I’ll be right back with the menu”.
27. Hold chair for guest. Place napkin on lap.
28. Ad-hoc specialty is offered outside the menu selection

Moment of truth: 7 04 sop menu presenting

1. Menu should clearly indicate which dishes take longer to prepare and
The estimated time.
2. Guests should be made aware of containing known ingredients that are the
Cause of allergies. I.e. nuts, dairy, fish etc
Moment Of Truth 7.05 SOP - Order Taking And Serving

1. Approach the guest with a smile and eye contact. Body language is attentive.
2. Offer opened menu at customer pace. Always make a suggestion from the menu,
Daily special, chef’s specialty, local or in-house cocktail
3. If appropriate, offer menu without prices.
4. Offer to take the drinks order immediately, if the guest looks undecided make
Appropriate Suggestions,” Would you care for an aperitif, Mr Cousens, our
Great martini.” Barman makes a
5. Offer drinks not on the list if necessary.
6. Ask how he takes his drinks, with ice, for example.
7. Make suggestions but always be neutral to the customer’s choice.
8. Always accept special orders and check with the manager if you have doubts.
9. Staff has menu knowledge and can answer guest questions about the menu.
10. Inform the guest about unavailable suggestions, “We do not have any chocolate
Cake But we do have chocolate tart, Mr. Cousens.”
11. Explain the dishes and offer your own recommendations if appropriate, “I can
Certainly Recommend the sea bass, it’s delicious” be confident about your
Description and give details if necessary (served with..., prepared...., spices....)
12. be flexible and be prepared to modify dishes or accommodate special orders.
Be open and positive about menu requests. If necessary, check back with the
Kitchen before making a commitment.
13. Get back to the guest promptly with the Chef’s response. If a request cannot be
Met, offer Alternatives and check if they are satisfactory.
14. Solo diners should be offered a magazine or newspaper to read.
15. Always be familiar with the wine list and make suggestions to suit
 Recommend the sea bass, its delicious”. Be confident about your description and give details the
dishes selected. Be sensitive to guest difficulty with ordering Wines or Menu items, Offer assistance.
16. With regular guests inform them of specials that are particularly suited to
Their personal tastes, “I know you love chocolate, Mr Cousens, we have a
Delicious Chocolate tart that I think you will enjoy.
17. Confirm the order by repeating and using positive language, “May I repeat
Your order, you would Like the T-bone steak with baked potato and
A piece of chocolate tart, certainly Mr. Cousens. Write Down the order neatly
18. Waiters should serve guests orders without having to reconfirm who ordered
That.
19. Serve food on time as requested or promised to the guest.
20. Inform guests of any delay, apologies and give them an estimated time scale.
21. Serve the dish ensuring it is properly presented, at the correct temperature
Hot and as the guest ordered it.
22. Warn the guest when serving a hot plate, “Please be careful, Mr. Cousens, the
Plate is hot”.
23. When serving guests, the item or dish must be presented, any special requests mentioned. “Your
costal beer, Mr. Groom”.
24. If there are any complaints about food/wine, they should be replaced without
Question, at no charge.
25. If only main course is ordered, it should be served in 15 min (unless otherwise
Advised by guest)
26. Serve drinks within 5 minutes of order remembering who ordered which drink.
Always serve ladies first.
27. Starter should be served within 10 minutes of ordering.
28. Always serve dishes within 10 minutes of the last course unless the guest
 Wishes to linger.
29. Wish the guest an enjoyable meal: “Enjoy your meal, Mr Cousens”.
30. A selection of fresh daily baked bread and selection of different butter or a
Variation of dipping to be served.
31. Service should be cordial and attentive without hovering and efficient without
Rushing guests.
32. Offer to replenish drinks when the glass is ¾ empty. Drinks should not remain
More than 2 min without an offer of a refill.
33. Replenish bread and butter regularly.
34. Chef/Restaurant Manager to walk around the restaurant and check for guest
Satisfaction at least once per sitting, “How is your steak, Mr. Cousens?
Or how was your salmon, Mr. Groom.
35. Use keen observation skills to identify when guests need assistance or wishes
To converse versus time when guest privacy is important
36. A quality selection of lead tea and fresh coffee is served in an individual teapot
And
“French press cafeteria”. Decaffeinated alternatives to all type of coffee e.g.
Espresso cappuccino and coffee specialties are available.
37. Serve complimentary regional hors d’ oeuvres, fitting the restaurant theme such
As an appetizer.
38. Emphasis will be made on originally, presentation and taste of dishes, with
Attention to details e.g. small side orders, complimenting spices, toppings etc

Moment Of Truth: 7.06 SOP - Breakfast

1. Acknowledge guest within 10 sec / 3 meters of entrance. Establish eye contact
And Smile: “Good morning sir / madam.”
2. If you are busy say” I will be with you shortly sir / madam” or call a colleague.
3. Ask for guest name rather than room number.
4. Use guest name at least twice during conversation.
5. Guide and escort guest to the table.
6. Offer choice of seating.
7. Observe guest and offer a table to meet their individual needs e.g. single guest.
8. Hold chair for guest – place napkin on lap.
9. Explain buffet service and dishes on offer-specialties or breakfast choices.
10. Staff should have full knowledge of menu composition so that they can
Guide the guest in his / her choice when necessary.
11. Offer to take drinks order “Would you like to have tea or coffee Mr. Jones”?
14. Observe guests’ body language and be attentive to their needs and place. If
Guests need more time, say “if you need a moment or two Mr. Jones would
You prefer me to come back?”
15. Ask open ended questions to establish customers exact needs and preferences.
16. Once the guest has decided, be neutral as to their choice and support it.
17. be flexible and be prepared to modify dishes or accommodate special orders.
Be open and honest about menu request. If necessary check back with the
Kitchen before making a commitment.
18. Get back to the guest promptly with chef’s response. If request cannot be met
Offer alternatives / options and check if they are satisfactorily.
19. Guest should be made aware of dishes that contain known ingredients that are
The cause of allergies. I.e. nuts, dairy, fish etc.
20. Remain attentive to guests’ needs during the meal by regularly passing through
The tables.
21. When within the buffet vicinity, assist guests with the serving

Moment of Truth: 7.07 SOP - Clearing Check and Bill

1. Observe, be attentive to guest’s signals and respond even to tables that are not in
Your station Head always upright, look around.
2. Approach the table when the last person has finished his dish. Notice when the
Cutlery has been placed aside. Notice guests who have not been eating
For a while, plates pushed away slightly.
3. Clear plates from the right, ladies first.
4. When clearing, work as quietly as possible. Move quickly and efficiently as you
Can and try not to Disturb or obstruct the guest.
5. When clearing empty glasses, offer the guest another drink,” Would you care for
Another cocktail, Mr. Cousens?”
6. Smile, excuse yourself, offer to clear the plates, “May I clear the plate, Mr. Cousens?”
7. Check satisfaction at least once during the meal. Check satisfaction while clearing, “How was the
fish
Mr. Cousens?” If the guest is pleased, say “Thank you.”If the guest is not pleased, apologies, thank her
for bringing it to your attention,Exchange the dish if appropriate and inform the restaurant manager..
8. No more than 5 minutes should pass between clearing on course and Serving the next.

11. Serving / clearing station should be relevant to the volume and capacity.
12. No trays should be positioned on the table to clear dishes.
13. Cutlery positioning on the plate is commonly used as an indication that the
Customer has finished Meal. However always check with guest before
Clearing. 14. Staff members should be knowledgeable in cutlery positions
Signaling end of
Meal according to Different customs. E.g. horizontally across the plate
At 3.00 o’clock or vertically at 6.00 o’clock.
15. Bread and butter should be removed upon completion of the main course
16. On customer’s request, present check.
17. The check is presented in a clean bill folder, with a pen, within 3 minutes of
Request. The folder is Closed and presented to the guest who requested it.
18. The check is accurate, clean, no stains or marks.
19. The check is properly itemised, exactly reflecting actual order.
20. If promotional materials are included, they are clean and updated.
21. Bill should indicate what is included in the charges. E.g tax, cover charge, service charge
22. Give ample time for the guest to check the bill without hovering around the Table, but stay in the
vicinity.
23. Recover check and means of payment if applicable
24. Thank the guest and process quickly.
25. Ensure that the cashier / restaurant staff deals with the check promptly and returns the change Or
customer credit card immediately (where applicable)

26. Give a copy of the receipt to the guest with the card ( if the guest pays with credit card) in a folder,
“Here is your card and receipt, Mr Cousens, thank you very much”.
27. If the guest disputes the bill, say:”Please give me a moment to look into this”.
28. Do not check the bill in front of the guest.
29. Waive discrepancies within a certain limit and as established by the hotel management.
30. Apologize for any real or perceived errors.

Moment of truth: 7 08 - sop departure

1. Remove the bill and process quickly.
2. Help customers and help them leave their table, pull back the chairs.
3. Assist guests, ladies first, with putting on coats, leading to the door and opening
 The door of the Restaurant.
4. Wish the good day and hope to see them again, “Thank you Mr. Cousens, have a
Good evening we hope to see you again soon”.
5. If the guest has experienced dissatisfaction apologies once again and says: “I’m
Sorry for the Inconvenience caused and hopes to see you in the future”.
6. All tables are promptly cleared and reset after departure.
7. Assist guest in recovering personal items from the cloakroom.
Moment Of Truth: 7.09 SOP - Buffet

1. Assist guest with their seating and explain buffet service and dishes
On offer.
2. When within the buffet vicinity, assist guests with serving.
3. Remain attentive to guests’ needs during the meal by regularly passing through the tables,
Looking around the room.
4. Always remove dishes and silverware between courses.
5. Hot and cold plates as well as silver serving cutlery should always be available
in sufficient quantities.
6. The buffet is attractively laid out (décor, colour, lighting etc,)
7. The buffet set up must be practical – easily accessible, cold food, hot food,
Dessert a’l minute stations, etc.
8. The size of the buffet should match the seating capacity of the restaurant.
9. Selection of dishes should be abundant and varied.
10. No dish should be less than 30% full before being refilled.
11. All foods should be presented in containers, which complement their appearance
 Bar service
2
Chapter 8 the Bar Lounge Experience
Moment Of Truth 8.01 SOP - Accessibility
1. The bar is well arranged and neat and clean.
2. The bar counter is not cluttered.
3. Clean ashtrays (one matchbox per ashtray)
4. Clean and updated drink list / menus on each table.
5. Ashtrays should be emptied and replaced all the time.
6. Signage is clear in elevators and lobby.
7. Tables and chairs are well organized, neatly laid out in an attractive manner.
8. Floor, walls and furniture are free of dust, dirt, debris and marks.
9. Windows are free of marks and finger prints.
10. The bar is well ventilated, not smoky.
11. Lighting is appropriate
12. Music or live entertainment is at suitable volume.
13 no t v in bar if its not sport bar
14. Plants, flowers, well maintained, fresh, with no dead or dusty leaves.
15. Menus are clean, new looking with no stains and updated.
16. Candles on the tables are lit.
17. Chinaware, glassware and silver used is clean with no cracks or chips.
18. Side stations are neat, free of dirty equipment, food, glasses or plates.
19c net machine / cash register in proper place.
20. Bartender is able to perform showmanship.

Moment Of Truth: 8.02 SOP - Greeting And Seating

1. Hostess, restaurant manager or other member of staff is available at the entrance in
impeccable uniform, ready to welcome guests.
2. All guests are welcomed at the entrance – nearest available person greets immediately.
3. Guests presence should be acknowledged within 1 minute of arrival and seated within 2
minutes of arrival.
4. A minimum of 2 servers are available and one bartender per service period.
5. One server will be available at the bar at all times.
6. Acknowledge guest within 10 sec / 3 metres of entrance. Establish eye contact and
Smile, “Good morning/afternoon/evening Sir.Madam”
7. If you are busy say”I will be with you shortly, Sir/Madam” or call a colleague.
8. If the guest is regular, welcome them back and acknowledge, “Would you like your
Usual seat and drink, Mr. Groom?”
9. Ask for the guest name rather than a room number; use the name of the guest.
10. Assist guests with their personal belongings like coats and bags.
11. Offer a choice of seating.
12 .escorted the guest to the table
13. Offer newspaper / magazine to solo guests if appropriate
14. Offer drinks menu and offer to take order or leave the list with the guest.
15. Explain any special promotions, specialties and cocktails
16. Offer to explain the different section of the menu.
17. Present drinks / wine list open to the guest.
18. Observe guests / wine list open to the guest.
19. Observe guests and offer a table to meet their individual needs.

Moment Of Truth 8.03 SOP - Order Taking And Serving

1. Approach guest with a smile and eye contact. Body language is attentive.
2. Offer opened menu at customer pace. Always make a suggestion from the menu,
Cocktail of the day, local or in house cocktail.
3. If appropriate offer menu without prices. Beverage orders to be taken within 2 minutes
of seating.
Observe guest body language and be attentive to their needs and pace. If guest needs more
time, say:
“ If you need a moment or two, would you prefer me to come back Mr. Jones?”
4. If the guest looks undecided, make appropriate suggestion,” Would you care for an
aperitif, Mr.
Jones our Barman makes a great Martini?”
5. Offer drinks not on the list if necessary.
6. Always accept special orders (check with the barman if necessary)
7. Ask how he takes his drink, with ice for example.
8. Ask open ended questions to establish customers’ exact preferences and needs.
9. Establish guest name and use it at least twice during conversation.
10. Always be familiar with the beverage list and make suggestions.
11. Be sensitive to guest difficulty when ordering wines, offer assistance.
12 make suggestion but no force
13. Repeat the order and thank the guest.
14. Staff should know the menu composition and cocktail ingredients so
That they can guide the guest in his/her choice if necessary.
15. Drinks should be served within 5 minutes, remembering who ordered them
and repeat as you serve them. E.g”Your gin & tonic Mr. Jones without ice.
16. Place coasters at the time of beverage service. All service should be
done from trays if served away from the bar counter.
17. Bottled beer should be placed next “Pilsner” glass, and the guest should
Have the opportunity to pour his/her own beer.
18. All beverage sold by the glass to be poured from the bottle in the presence of the
guest.
19. Make regular checks of the bar/lounge to see if customers require assistance.
20. Offer refill immediately when glass is quarter full.
21. Use keen observation skills to identify if & when guests’ need assistance/conversation
if appropriate.

Moment Of Truth: 8.04 SOP - Clearing/Check And Bill

1. Observe, be attentive to guest signals and respond even to tables that are not in your
station.
Head always upright, looks around.
2. Change ashtrays after each cigarette, unless guest does not want to be disturbed.
3. Approach guest table when you notice last person has finished his drink.
4. Smile, excuse yourself, offer to clear plates and glasses. “May I clear your table, Mr
Jones?” Clear
from the right, ladies first.
5. Check satisfaction at least once during the drinks. Check satisfaction while clearing.
“How were the
drinks Mr. Jones?” If guest is pleased say: “Thank you”. If guest is not pleased, apologise,
thank him for bringing it to your attention, exchange the drink if appropriate, and inform,
the Bar / Lounge Manager.
6. When clearing, work as quietly and neatly as possible. Move as quickly and efficiently
as possible and try not to disturb or obstruct the guest. All clearing should be done from
trays. Jones?”
7. When clearing empty glasses offer the guest another drink “Would you care for another
cocktail, Mr
Jones?” Refill any snacks/ nibbles regularly
8. Clear glasses/ plates from the right, ladies first.
9. On customer’s request, present the check.
10 present the check on request Or at the moment of ordering as per some local
regulations.
11. Ensure billing procedures are respected.
12. The check must be accurate, clean, no stains or marks.
13. Keep check-up to date during service, all purchase promptly recorded.
14. Check should be properly itemised, exactly reflecting accrual order.
15. Always check breakdown is clear – bill should indicate what is included in the charges
E.g tax, cover charge, service charge
16. Check is placed in folder. Folder is clean and in good condition
17. Promotional materials, if included, are clean and updated.
18. Guest comment card is presented with the check. Guest is asked if he enjoyed
the meal or drinks.
19. Present the closed folder to guest who requested it with a pen within 2 minutes.”
May I present you the check, Mr Jones, would you please sigh here?”
20. Give ample time for the guest to decide without hovering around the table, but stay in
the vicinity.
21. Recover check and means of payment if applicable.
22. Thank the guest and process quickly.
23. Ensure that the cashier / bar staff deals with the check promptly and returns the change
or credit
Card copy immediately (where applicable)
24.be attentive to body language that indicates desire for bill or not to linger
if the guests need more time.
25. Give a copy of the receipt to the guest with the check with the card ( if guest pays by
credit ) in a folder” Here’s your card and receipt, Mr Jones, thank you very much.”
26. If guest disputes the bill, say “Please give me a moment to look into this, Mr. Jones.”
27. Do not check the bill in front of the guest.
28. Waive discrepancies within certain limit and as established by the hotel management.
29. Apologise for any real perceived errors
Moment of truth 8 -0 5 – sop departure
1. Thank the guest by name, remove the bill and process quickly.
2. Help customers leave their tables and pull back their chairs.
3. Smile, thank the guest by name, bid farewell to all members
of the party wish them a good evening and hope to see them again
“ Thank you Mr Jones have a good evening and hope to see you again soon.
4. If the guest has experienced dissatisfaction, apologise once again and say:
“ I’m sorry for the inconvenience caused and hope to see you in the future”.
5. Assist guest in recovering personal items from the cloakroom.
6. Assist guest in recovering ( getting up from the chair, putting on coats )
leading to the door and opening the door of the restaurant / bar. Assist ladies first.
7. Escort guests to the door.
8. All tables should be promptly cleared and reset after the departure of each customer.
 Chapter 9 the Room Service 3
Moment Of Truth 9.01 SOP - Breakfast & Door Knob/ In Room Dining
Menu Presentation
1. Menu should be and presentable (not dog eared) and updated doorknob in room
2. After every guest departure, housekeeping should check to make sure that the room
service breakfast doorknob menu is still clean. Replace if soiled.
3. Provide doorknob menu for breakfast on the pillow at turndown.
4. Additional doorknob menus are available at the front desk/ concierge.
5. Do not ask for a second signature on delivery.
6. Guest contact and front desk staff should make late arrivals aware of the Room Service
range and menu location when they register.
Moment Of Truth 9.02 SOP order taking
1. Answer the telephone within 3 rings.
2. Greet the guest, identify yourself and the department, and smile on the phone, “Good
morning /afternoon
Evening, Mr Noblest, Room Service how may I help you?
3. Offer help and listen attentively.
4. Always handle guest requirements and contact other departments on guests’ behalf. No
guest will be t told to call another department.
5. Know the menu thoroughly including new items or menu changes through daily
briefings. Put it up on the notice board.
6. Make suggestions from the menu and offer advice on menu items. Be ready to answer
guest questions about menu items.
7. Use appetizing descriptions when suggesting the menu.
8. If items are unavailable, inform the guest and offer alternatives.
9. When serving regular guests, inform them of specials that are particularly suited to their
personal Tastes.
10. Write orders down in full.
11. Repeat orders to confirm accuracy, “May I repeat your order, Mr Nobblet, You would
like an orange Juice and a cappuccino, is that right”?
12. Verify name, room number and order, “Your room number is 666”
13. Inform the guest of the delivering time, your order will be delivered within 20
minutes, Mr Noblet”.
14. Thank the guest for the order and let him hang up first, “Thank you Mr Noblet for
ordering Room Service.
15. If there is a delay, call the guest back, apologies and inform him of the delay and the
new delivery time,” I’m very sorry Mr. Noblet, your order will be delayed by 10 minutes.
I apologize for the Inconvenience”.
16. Order taker to write down, time order was placed and time delivery was promised.
17. Menu changes and daily specials are known to order takers.
18. Kitchen staff review time schedules in order to priorities food preparation.
19. Kitchen and delivery staff compare food prepared with the order taken.
20. Order taker to be aware of dishes containing known ingredients that are the cause of
allergies, i. e. Nuts, Dairy, fish, etc.
 Continental Breakfast 20 minutes – 15 minutes

 American Breakfast 20 minutes - 15 minutes

 Lunch 20 minutes – 15 minutes

 Dinner 30 minutes - 25 minutes

 Late Night 25 minutes - 20 minutes

 Snack 15 minutes - 10 minutes

Moment Of Truth: 9.03 SOP - Order Delivery
1. Check uniform at the beginning of the shift: neat, clean, well pressed, no tears or stains
Name badge is worn.
2. Check items delivered match those ordered. This should be done by the kitchen and
delivery staff.
3. Ensure a flawless presentation: Farewell card and or removal card, linen sufficient
equipment Provided, arrangement, flowers, etc.
4. Ensure that food is served at the proper temperature, hot food is served hot and cold
food is served Cold.
5. Single business women travellers, should receive an “eminent delivery”, announcement
call a few minutes prior to delivery.
6. Knock on the door using your index finger or ring doorbell once. Clearly identify the
service. “ Room service, Wait 15 seconds before knocking or ringing again.
7. Greet the guest warmly with a smile using the name, “ Good morning Mr. Noblet, may
I come in?”
8. Ask where they wish you to place the tray or table. Place chair near table if appropriate:
“Where would you like me to place your trolley / tray, Mr Noblet” or “Would you like
breakfast in your room or on the balcony, Mr. Noblet?”
9. Offer assistance to pour beverages, draw curtains, remove items from warmer, place
napkins on guests’ lap etc.
10. Go through the order and point out that instructions have been carried through, “May I
check
Your order with you, Mr Noblet: you ordered one continental breakfast with orange juice,
Lemon tea and some toast.
11. Confirm satisfaction with the guest.
12. If there is wine offer to pour and ask the guest to taste it.
13. Offer to remove any used cups, saucers, trays, cutlery, fruit baskets, etc.
14. Advise the guest of removal methods when food is delivered:”Please call room service
when you would like your tray to be collected.
15. Ask the guest to sign the bill and wish them a pleasant meal: “Enjoy your breakfast,
Mr Noblet”.
16. Do all the above quickly but do not appear to be in a hurry.
17. Ask if there is anything else that the guest requires.
18. Leave the room and shut the door quietly..
19. Pre-ordered continental breakfast service guarantee must be adhered to. If delayed
more than 10
Minutes after the target time, order should be rebated in full from guest bill.
20 if order is delay informed to the guest. About time
Apologies and indicate new delivery time. Always offer an alternative.
21.If doorknob menu has guest signature no further signature should be asked when
delivering Breakfast
Moment Of Truth: 9.04 SOP – tray collection
1. Food trolleys or trays to be removed promptly.
2. Corridors and landings to be clear of trolleys and trays. Regular checks are to be made,
more Frequently during high volume periods.
3. If guest call for removal, check their satisfaction, e.g How was the fish Mr. Robinson”?
4. Remove used equipment in the room, such as glasses, plates or old fruit baskets. Say:
May I take the
Used glasses, plates or fruit basket, Mr Noblet”?
5. Observe manual handling for lifting and carrying trays.
6. Work as quietly and quickly as possible.
7. Leave the room after wishing the guest a pleasant day, “Thank you Mr. noblet, Have a
pleasant day.
 CHAPTER: 10 the banqueting And Conference
4
Moment Of Truth: 10.01 SOP - Telephone Enquiry
1. Answer calls within 3 rings
2. Smile when picking up the phone.
3. Introduce your department and yourself
4. Offer assistance and listen attentively.
5. Always handle guest requirements and contact department on guests’ behalf.
6. Greet caller by name if possible. If not, identify the customer’s name and use in
conversation.
7. Summaries requirements and propose solutions / action
8. Conference and banqueting executives have updated lists of all booked events and
available space.
9. A trace system is used
10. Propose appointment to visit banquet facilities including Sundays.
11. Ensure that staff answering the telephone has up to date product knowledge
to enable them to provide quality information.
Moment Of Truth: 10.02 SOP – follow up A lead

1. Assign an event team for large conferences.

2. Every client assigned a back up Conference and Banqueting Executive responsible
for all arrangements.
3. The customer is informed who will be responsible for their business in the future
And is given contact details.
4. Fax or e-mail confirmation of needs to the customer within 12 hours.
5. Be clear about follow up actions.
6. Follow up with thank you for consideration / enquiry letter.
7. In case of telephone call, thank at the end of the call using the customer’s name and let
Customer’s name and let the customer hang up first.
8. Invite the client to see other customer’s events as appropriate as a means to gather
ideas.
9. In case of any changes , action them immediately and copy all departments.
Moment Of Truth: 10.03, SOP – closed a deal,

1. Discuss with the guest about requirements during the event.

2. Suggest equipment that may be useful like TV, fax, OHP, LCD ect and co-ordinate
with the departments concerned.
3. Ask about sign boards required to guide arriving guests.
4. Inform the guest that a meeting in progress board will be posted outside the room at the
Start of the event.
5. Ask the guest about lunch, dinner and coffee break timings and request the guest to call
you
a week in advance if there are any changes.
6. Prepare technical support that may be required and include on the event planning work
sheet (function order ).
7. The guest must receive a full written proposal in 48 hours or less.
8. Send a proposal outlining options, prices, and payment and cancellation details
personally
Signed by the Conference and Banqueting Executive within 24 hours.
Include a Conference Sales Pack ( if not already given)
9. Follow up telephone call must be made within 2 days of giving / sending these
brochures. If the
Reservation has not been secured at this point; enquire as to close the deal.
10. Ensure that there is dedicated technical staff present for the event.
11. Include lunch, dinner, and coffee break requirements on the event planning order.
12. Discuss handling of messages and faxes as part of the event planning sheet.
13. Message center to have listing of all events, names of attendees, event location,
instructions
of how to handle calls, fax and messages.
14. Inform organizer at the planning stage if you anticipate any maintenance work or other
events That may disturb the event.
15. Ensure that relevant information / changes are communicated to Accounting and
appropriate Departments.
Moment Of Truth: 10.04, SOP –follow up A proposal

1. To be able to get in touch with the Conference and Banqueting Executive / Point of
Contact
or have all calls returned the same day.
2. To be able, always to speak with someone, who is aware of and knows about my event,
should my
point of contact be out of office.
3. Assign an event team for large conferences.
4. Every client assigned a back up Conference and Banqueting Executive who is fully
briefed on the account.
5. If not present, client has option to leave message or speak with another person.
6. Advise Regional Sales Office to enable local assistance for meeting planner.
7. Check messages every hour.
8. Return calls hourly.
9. Prepare site inspection plan.
Moment of truth 4 -05 sop greeting the guest
1. Welcome customers to the hotel, they are not kept waiting
2. Use active listening
3. Conference and Banqueting team Executive to ascertain Food and Beverage
requirements at
an early stage including menus, numbers and timings.
4. Make organisers / delegate fell that they are getting a tailor made service – emphasis
flexibility.
5. Invite customers to come in and see facilities and discuss for further needs.
6. Probe with open-ended questions to fully explore needs.
7. Offer options as opposed to one solution.
8. Probe for budget limitations.
9. When discussing alternatives be clear on pricing – no surprises.
10. All Conferences and Banqueting Executive to have menu list and pricing available.
11. Guests should be made aware of dishes containing known ingredients that are the
cause of
allergies. l. e. Nuts, Dairy, Shellfish etc.
12. Conference and Banqueting Executives should be familiar with Food and Beverage
Budget,
to properly manage the profitability of the event.
13. Request that any changes be communicated at least one week prior to event.
14. Be clear on what level technical support should be required in planning phases.
15. Include technical requirements on event planning worksheet.
16. Discuss handling of messages and faxes as part of event planning and include on
event planning worksheet.
17. Ask the guest about signboards, which may be required to guide the delegate of the
event.
18. All conference and Banqueting Executives are paired with a Food and Beverage
partner.
19. Menu lists and pricing is available.
20. All information ( keys, prices ) etc are available
21. Several options are provided to the client, creative solutions are found.
22. Introduce the customer to catering / technical staff.
23. Invite customer to see other customer events, as appropriate, as a means to gather
ideas.
24 brief customer on safety & security
25.” Contractors indemnity form” to be completed where appropriate.
26. Food brought into hotel / venue. Indemnity form to be completed, where appropriate.
27. Always have at least 2 rooms set-up for unexpected viewing in coordination with
With housekeeping and front office.
28. Make a follow up call within 3 days of the visit.
29. Thank the client for the visit and assure satisfaction.
Moment Of Truth: 10.06 SOP – function room setting 1
. All facilities are ready at least on hour before agreed time.
2. The banquet / meeting rooms are immaculate and the temperature is pleasant.
3. There is sufficient stock of flip chart paper and writing material are in good working
order.
4. All set ups are in compliance with the Banquet Event Order.
5. The dedicated Banquet and Conference Executive meets the Organizer in the venue
to check requirements, arrangements and timings.
6. In the event of last minute changes, the customer is informed immediately and an
alternative
is suggested.
7. Technical support is available and on hand.
Moment Of Truth: 10.07 SOP - Event Arrival
1. All events and locations are reviewed as part of daily briefing. All details confirmed,
including
Number of attendees, F&B requirements, billing, etc
2. Conference and Banqueting Executive meets with staff who will be working at the
event to go over
Details prier to event.
3. All details are reviewed one last time
4. Copy of all details is available with staff working for the event..
5. There is a day in advance to use room ready and VIP treatment is extended to the
organiser.
6. Clear signage is put up at the function room, lobby at least 2 hours before the event.
7. All audio–visual equipment is tested and cleaned the day before the event.
8. Preventive maintenance is performed on the equipment.
9. Test slides are provided to pre-focus the equipment.
10. Emergency procedures are made aware to the organiser.
11. The doorman / reception staff greet the organiser with a smile and eye contact.
12. The Conference and Banquet Executive meets the organizer before the start of the
event
in case of assistance required.
13. The Conference and Banquet Executive is standing at the entrance of the function
room.
14. The organizer is escorted to the function room.
15. There is one dedicated staff member present at all times with a pager or
communication
tool. This person is introduced to the organiser at the start of the event, business card is
offered.
16. The organiser is offered a pin, so that staff can recognise him/her.
17. The dedicated staff member follows up with the organiser during the function or
during breaks
to ensure satisfaction.
Moment Of Truth: 10.08 SOP - During the Event
1. All control settings / equipment are shown to the client before the start of the event.
2. Business centre is aware of the event, in case of fax, computer and telephone service is
required.
3. Guests are greeted with eye contact and with a smile welcomed.
4. The dedicated staff member checks with the organizer that he is satisfied and that no
last minute
Changes are required. Check that supplies are sufficient.
5. Break and lunch timings are summarized and confirmed with the organizer.
6. The technical staff member is introduced to the organizer and this person
is available throughout the function.
7. Meal and breaks are ready on time. Coffee/tea breaks are ready half an hour before the
break.
8. Staff are flexible about break times.
9. Standard conference box is provided.
10. “Meeting in Progress” sign is put up, as soon as the event begins.
11. There is adequate staff on hand to service the room.
12. During breaks all supplies are checked and replenished including flip charts and
writing material.
13. Ashtrays are cleaned during breaks.
14. The organizer is asked about room temperature during the break and assistance is
offered.
15. During lunch break the room is reset within 10 minutes
16. The room is tidy and personal belongings are not touched.
17. Guest’s personal effects or documents are not to be touched including personal notes,
flip charts, etc.
18. During breaks organiser or other delegates are looked after: served drinks,
remembering
what they usually take, in case they are busy.
19. Guests are guided to their lunch venue, in case they are busy.
20. All delegates are acknowledged and greeted by name when possible
21. When asked for assistance, staff member responds quickly with a sense of urgency.
22. Complaints are attended to immediately and guests are apologized to.
23. The staff member shows interest and asks how the event is going.
24 speared conversation if possible
25. Messages are delivered within 10 minutes of receipt.
26. Message centre has a listing of all events, names of attendees, event
Location and instructions on handling messages.
27. If organizer requires assistance in organising games, etc, this is provided.
Moment of Truth: 10.09 SOP - Departure and Follow Up
1. The bill is accurate, itemised and prepared prior to the departure of the guest.
2. All details are reviewed to ensure that they correspond to the proposal confirmed prior
to the event. The bill is checked against the event planning worksheet before handing
it over to the client.
3. Satisfaction is checked with the organizer
4. Staff are able to handle disputes quickly and politely up to a certain limit.
5. Small disputed amounts are waived without questioning.
6. The client’s preferred method of payment is asked during the event and the necessary arrangements
Are made.
7. Transportation requirements are asked as part of the event planning and these are tracked.
8. Transportation for the organiser is included as part of the package.
9. The guest is thanked with a smile and called by name, asked what kind of information would be
useful in the future.
10. There is always someone present to bid farewell to the presenters and delegates
11. Regular contact is maintained with the guest.
12. The customer is thanked in writing and a gift is sent within 5 days.
13. A room check is made after the event.
14. If there are found articles the Conference and Banquet Executive is informed
15. Company procedure is followed for handling lost and found articles.
16. In the event of a complaint / disagreement, the guest is contacted by telephone within 24 hours and
written to within 48 hours.
17. In case of large functions, a post-event meeting is organized with the organizer and a report is
issued within a week issued within a week.
18. A copy of the function sheet is sent to the Regional Sales Office for future business
referral
19 hotel databases must update