SRIWIJAYA COFFEE SHOP

General Service Procedure

& Standard Operational Procedure

Last Updated: February 7th, 2020

GSP SOP VERBIAGE

• Clean and neatly arrange

restaurant layout
Lay Out & Station Has • Set the table using Basic
1.
Already Set Cover
• Make sure the service
station well prepared.

• Well groom, stand up

straight, not leaning on the
2. Standby at the Station bar counter, fully attention
to entrance.
• Never leave your guests
unattended.

“Good morning/afternoon/evening
mam/sir, do you have a
reservation?”

If they have:
“May I know in whose name is your
reservation on?”
• Greet the guest according to
the time of the day. Or
• ALWAYS smile to the guest.
3. Greet the Guests
• Makes eye contact with “May I know the name of your
guest. reservation?”

Then check the Reservation List.

If they don’t have:

Ask guest for how many persons
the party will be.

“Table for how many persons

mam/sir?”

RAE/CIP/HAW 1
 • Waiter/Waitress should not
Lead / Escort the
4. walk too fast & too far (1
Guests to The Table.
meter far) from the guests
• Seating the Guests in A
Properly Manner.
• Waitress/waiter helps
5. Seating the Guests guests by pulling the chairs
when seating guests.
• Unfold & Laying the napkin
• Introduce self, explain
special of the day & mention
Offering Beverage not available item (if any).
6.
(Bar Waiter/Waitress) • Write down the order in
detail
• Repeat the order after it.
When seating the guest:
“Is this table comfortable enough
for you mam/sir?”
If yes:
“Please wait a moment, I’ll be back
with the menu list”
then (see point no. 6)
If no:
Offer to move to another table
Waiter: Good
morning/afternoon/evening
mam/sir, my name is___ (your
name) I will be your bar
waiter/waitress for today.
For today special beverage we
have ____ & ____ (mention the
item).
Would you like to order our special
beverages mam/sir?”
Then.
Repeat the order:
Waiter: “Allow me to repeat your
order, you will have one____, two
____ and one ____. Is it all
correct?”
Guest: “All correct”
Waiter: “Thank you for your order
I’ll be back with the order
immediately”
RAE/CIP/HAW 2
 When presenting the menu:
“Good morning/afternoon/evening
mam/sir, thank you for your
patient, this is the menu.” (while
give the menu)

• Introduce self, explain After the menu given:

special of the day & mention
not available item (if any).
7. Presenting the Menu
• Always open the menu list
before give it to the guest.
my name is___ (your name) I will
be your assistance for today.
For your information mam/sir,
____ (mention the item) is not
available for today.

However, for Special of the day we

have ____ (mention the item).

If you are ready to order, please do

not hesitate to call me mam/sir.”

• Ladies first
• Clockwise
• Refill before the glass
empty.
8. Pouring Ice Water To Refill:
• Start refill when the water
“May I refill your water?”
reach 1/3 to 1/2 glass.
• Ask the guest if they want it
to be filled half or full.

• Left foot in front.

• Maintain the distance
When transferring the bread:
between you and the guest.
“Excuse me mam/sir, for today’s
Not too far & not too close.
9. Serving Bread bread we have
• Serving spoon position
___,___and___(Mention the
below the serving fork.
breads). Which one do you like?”
• Ladies first
• Unclockwise

• Always bring slip order and

Approach to the guest when they
pen when come to the
are calling:
Waiter/waitress takes guests table.
10. Waiter: “How may I assist you
order • Makes sure the Captains
mam/sir?”
order slip is filled out
Guest: “I want to order.”
correctly.
Waiter: “May I know the order?”

RAE/CIP/HAW 3
 • Use the number system
(which foods/drinks for
which guests)
• When offering a suggestion,
suggest special of the day
first.
11. Repeats orders
Take the menu back to
12. • To give space on the table.
the station
• Prepare the correct
cutleries for each food and
each guest.
• Prepare on a small tray. Do
13. Adjustment.
not use service napkin.
• Make sure the small tray
clean.
• Adjust it clockwise.
Offer a suggestion for the guest if
they are confused while choosing
the menu:
“Do you need my suggestion
mam/sir?” (Ask if they want to eat
some specific food (Spicy, Creamy,
Contain Chicken etc.)
After write down the order,
waiter/waitress should ask:
“Do you have any
allergic/dietary/food restriction
mam/sir?”
After the order taken:
Waiter: “Allow me to repeat your
order, you will have one____, two
____ and one ____. Is it all
correct?”
Guest: “All correct”
Waiter: “Thank you for your order
I’ll be back with the order
immediately”
When taking the menu from the
guest:
“Excuse me mam/sir, may I help
you to take out the menu?”
When adjust the cutleries at each
guest:
“Excuse me mam/sir”
RAE/CIP/HAW 4
 • Bar waitress/waiter collects
the correct drinks from the
bar.
• While the drinks are being
prepared, coasters must be
arranged on the tray. When serving beverages mention
• Check correctness and the name of the foods/drinks.
completeness of orders
Serve Drinks before leaving the bar. “Excuse mam/sir this is your
14.
(Bar Waiter/Waitress) • Always serve ladies first. _____(Mention the
Mocktail/Cocktail name) (while
• Serve from the right side of
serving the Drinks to the correct
the guest. (if possible)
guest)”
• ALWAYS using round tray
when serving drinks.
• Label of bottled drink
should face the guest when
pouring & when the bottle
putted on the table.

• Prepare dessert plate, soup

cup and paper dolly on top
Prepare under liner for
15. of the service station
soup.
according the order of the
guest.

RAE/CIP/HAW 5
 • Always serve ladies first.
• Serve correct food for
correct guest.
• Make sure all the food
16. Serve the first course.
facing the exact way as the
chef requested.
• Serve from the right side of
the guest.
When Serving:
“Excuse mam/sir this is your
_____(Mention the food name)
(while serving the food to the
correct guest)”
After Serving:
“Please enjoy your meal”

• Put a large tray on service

station before clear up the
first course.
• No need to clear up the
ladies first. When clearing the plate:
• No need to wait for all guest “Excuse me mam/sir, have you
17. Clear up the first course
to finish their meal. Clear finished with your meal? May I
whoever finish first. clear up now?”
• When clear up the plates,
make sure the cutleries well
hold with your finger to
avoid it fall.

• Prepare the correct

18. Adjustment for Dessert
cutleries for guest who
order dessert When adjust the cutleries at each
• Prepare on a small tray or guest:
on a dessert plate with “Excuse me mam/sir”
service napkin.
• Adjust it clockwise.

RAE/CIP/HAW 6
 • Always serve ladies first. When Serving:
• Serve correct food for “Excuse mam/sir this is your
correct guest. _____(Mention the food name)
Serve the second • Make sure all the food (while serving the food to the
19.
course. facing the exact way as the correct guest)”
chef requested.
• Serve from the right side of After Serving:
the guest. “Please enjoy your meal.”

• Put a large tray on service

station before clear up the
first course.
• No need to clear up the
ladies first. When clearing the plate:
Clear up the second • No need to wait for all guest “Excuse me mam/sir, have you
20.
course to finish their meal. Clear finished with your meal? May I
whoever finish first. clear up now?”
• When clear up the plates,
make sure the cutleries well
hold with your finger to
avoid it fall.

When presenting the bill:

• Present the bill ONLY if the
“This is your bill mam/sir.”
guest asks for the bill.
• Check it thoroughly and
Ask the guest how was the food &
21. Presenting the bill present it in a proper bill
experience:
folder.
“How was your lunch at Sriwijaya
• Always provide pen inside
Restaurant? Do you have any
the bill.
suggestion for us?”

• When guests are about

leave, pull the chairs and
assist them.
• Say, “Thank you very much
22. Farewell the guests. for coming, looking forward
to see you again.”
• Check tables and sofas
(chairs) if they have
forgotten something.

23. Clean and reset table.

RAE/CIP/HAW 7