SOP Restaurant Service Sequence

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.
 Offer choice of seating.
 Table setting are adjusted to the number of guest.

Menu Presentation service standards:

 All menu should be clean and in good condition.

 Menus must be presented to guest opened, Present menu in the guest table and
open the first page.
 Always point any recommendation or house favorites.
 Inform the guest that you will take their order when ready.
 Maintain eye contact and approach at the appropriate time.

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 the expected service time.
 Estimate the serving time.

Point of Sale key in Procedure:

 Double check all the key in order before send.

 Key/Input in order into the POS system accordingly.
 If any wrong order key input, look for manager or above to void it immediately.

Order Delivery Service:

 Waiter reviews the order and put on tray.

 Quality check by every staff.
 Acknowledge the guest 2 steps before approaching the table.
 Leave the table by saying: “ Is there anything I can assist you at the moment?”
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 ASAP.

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.”
 Table should be reset immediately.

Training Summary questions for employee:

Q1. What are the service sequence in restaurants?

Q2. How do you present 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?

DINE IN ORDER STEPS:
16 Order taking step while taking order:

1. Welcoming & Greet guest with smile and eye contact

2. Escort guest to preferred table

3. Offering dine in menu

4. Describe/assist menu to guest

5. Observing, looking, assisting & listening to the guest

6. Taking the order to Tab

7. Suggestive sales/ Promotional Sales/ Suggest best combination according

foods & drinks

8. After finish order then repeat the order to guest & announce bill

9. Give a pager & table number accordingly

10. Food & Drinks serve according guest order

11. Guest follow-up while having food & ask any thing guest wants to order
more

12. Took permission from guest for final bill settlement

13. Provide bill to guest in to a bill folder

14. Return change & bill to the guest to a bill folder

15. Ask for FSC card if have then punch for the drinks, if don’t offer a new
one with punch

16. Thanks to the guest/ complimentary closing with thanks