STANDARD OPERATING PROCEDURE

SOP F&B OUTLETS – TAKING Code SBH.FB.RE.019

ORDERS
Applies To <Insert position(s)> Policy Type SBI
Purpose To ensure orders are taken efficiently and Effective
accurately. (Previous)

Accurate order taking demonstrates to guests that they are cared for and that their needs are catered
to.

This is the essence of QUALITY AND VALUES and EFFICIENCY AND DETAIL.

The keys to successful order taking include the following:

• Try to anticipate guest needs so you can make recommendations that are in their interests.
• Always be knowledgeable about all menu dishes, ingredients and preparation methods.

KNOWING WHEN TO TAKE ORDERS

• Offer to take drink orders once guests are seated.
o If they require time to review drink menus, offer recommendations and return in 3-5
minutes to take orders.
• Observe guests from afar to determine when they are ready to order.
• Offer to take meal orders once guests begin to close menus, or offer assistance with
recommendations if they seem to take more than 5 minutes.
• Once main dishes are fully cleared, offer dessert and coffee, tea or after dinner drinks.

TAKING ORDERS
• Take orders in the proper order following etiquette standards:
o Start with a lady or elderly first. Work in a clockwise direction at tables, or along the bar
in a bar setting.
o If you can determine who the host and guests are, start with guests first.
o If there is a serious or deep conversation occurring, wait for them to signal for you to
take their order.
• To make sure all orders are taken correctly and then delivered to the correct guest, correctly
and clearly fill the captain order with the following:
o Table number.
o Number of guests.
o Your initials.
o Seat number next to order.
o Use a divider to separate courses (or indicate when dishes should be served together
regardless of course).
• Take orders promptly, accurately, and with minimal disruption to guests:

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 o Dish or drink.
o Preparation preferences.
o When a dish will take extra preparation time, the guest must be informed.
o If some guests order 2 courses and some order 1 course only, ask if they would like
their dish to come out with the starters or with the main courses.
• Upsell side dishes and/or drinks.
• If children are present, ask adults if the children’s dishes should come out first.
• Repeat orders and thank guests.

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