STANDARD OPERATING PROCEDURES

FOOD AND BEVERAGE OPERATIONS-GREETING GUESTS UPON ARRIVAL

SOP NO: F&B-1009
DEPARTMENT: FOOD AND BEVERAGE SERVICE -RESTAURANT
DATE OF ISSUE:
PREPARED BY:
APPROVED BY:

OBJECTIVES:
To set the tone for the entire interaction. A warm and friendly greeting can create a positive first
impression and make guests feel welcome, while a cold or unfriendly greeting can make guests feel
unwelcome and negatively impact their overall experience.

PROCEDURES:
*Welcome the guest(s).
*When guests arrive, welcome them with the local greeting.
Appropriate greetings:
Address them with the appropriate greeting for the time of, as follows:
00.00 – 11.59 - “Good morning”
12.00 – 17.59 - “Good afternoon”
18.00 – 23.59 - “Good evening”
*Use the guest’s name, when to know.
*Try to call the guest by her/his name: e.g., “Good morning/Namaste Mr. David, how are you?”.
*Check for any reservation.
*Politely ask if they have a reservation. If yes, ask for the guest’s name and guide her/him to
the reserved table.
* If not, ask if the guest requires a non-smoking table/smokingtable/window table.
*Guide the guest to her/his table.
* Do not walk too fast when showing the way to the guest. Say to the guest: “This way, Madam/Sir” with
palms open.
*Pull the chair out (ladies first).
*Pull the chair out to ease access to the table and push the chair back when the guest is sitting.
*The hostess leaves the table by saying to the guest; “Enjoy your meal, Madam/Sir/Ladies and
Gentlemen”.
Waitress / Waiter:
*Welcome the guest(s) with a smile.
* When the guest has been seated, approach the table and welcome her/him with a smile.
*Greet guests as soon as they are seated.
*Introduce yourself by name. Eg: Welcome to (Name of theproperty/restaurant). I’ am James, your Waiter.
*Tell the guests about the specials.