Customer

Experience
Management and
Retail Operations
 Assignment on

Presented By: Mahak Samdani

Guided By: Ms. Sakshi Rathore Mitali Handa
Satakshi Bisht
SOP (Standard
operating
procedure) A standard operating procedure (SOP) is a set of
step-by-step instructions compiled by
an organization to help workers carry
out complex routine operations.
Procedures for safe food handling. Health
regulations require it. An overall SOP that covers all
aspects of your business, from meeting and greeting
to taking orders and processing payments, can be a
means to satisfy customers on time, the same way,
every time.
 Efficiency

PURPOSE OF SOP
(Customer service)

Quality Output

Uniformity
 • Finest in quality, this scrumptious venture was
brought in the year 2006 to the city of Lakes by Mr.
Sanjay, Mr. Girish and Mr. Vinod to share their
passion for food.
• It is this sustained commitment to excellence
Bake n Shake backed by a world class production, distribution
network and customer friendly service that has
enabled them to carve a niche for themselves
across the length and breadth of Bhopal.
 Bake n shake have a detailed website which adds to its customer
Website experience management strategy
 Mobile app
Bake n shake has also launched its own app for its customer convenience
SOPs in Bake n Shake

OPENING ROUTINE STORE REQUISITION FINANCE AND MENU TABLETOP

AND INVENTORY CASHIER DEVELOPMENT PLACEMENT

CLOSING ROUTINE
 Menu Development

SOP Covered Billing

Tabletop Placement
MENU
 ROLES & RESPONSIBILITIES

Sr. No. REQUIRED PERSONNEL RESPONSIBILITIES

1. RESEARCH TEAM Research done from :-
• Old Menu
• Books from Local Market
• Trade Magazines

2. VISUAL MERCHANDISING MANAGER • Design menu according to the theme of the

restaurant.
• Use of appropriate Typology.
• Divide the menu into logical sections.
• Decide the number of menus.
3. FINANCE MANAGER • Decide the price range of every item.
• Accordingly make decision about the capital and
raw material.
• Have a control over procedures.
 Menu Designing (Service Sequence)

Menu approval from Higher authorities.

Research on Social, Psychological Analyze dishes according to Profitability and cost-

and Nutritional needs. feasibility, capital and raw effectiveness decided by the
material Finance Manager.

If Disapproved

If Approved

Final menu copies

printed and laminated

Visual merchandiser makes the

blue-print with theme, sections
and typography. Making required
changes
 • Menu ascertains the guests needs.
• Following the Commercial and financial restraints. It should serve profit objective.
• Items on the menu should be self explanatory.
SUCCESS CRITERIA • Proper grading according to size, quantity and spice

“MENU SHOULD BE CONSIDERED AS A TRIUMPH CARD IN

THE RESTRAUNTS”
Improvised SOP
Research on Social, Psychological and
Nutritional needs.

Analyze dishes according to feasibility and

capital, raw material

Getting questionnaire filled by customers

about their likings and disliking and
rewarding them in terms of coupons

Customize menu according to different

seasons and recent trends in food items

Profitability and cost-effectiveness decided

by the Finance Manager.

Menu approval from higher authorities

Visual Merchandiser makes the blue-print with

theme, sections and typography.

Final Menu copies printed and laminated

 SOPs aim to achieve -
• To make the purpose of
billing easy and smooth for
customers.
• Available to accept all mode
of payment.
• Following a proper
procedure of billing for
minimizing the billing time.

PURPOSE OF SOP
(Billing process)
ROLES & RESPONSIBLITIES
Sr. No. Required Personnel Responsibilities

1. Finance Department Setting up of possible payment options.

2. Cashier • Calculates the total bill including service

taxes.
• Handover the bill to the customer.
• After receiving the billing amount, the cahier
returns any change due.
• Maintaining monthly, weekly and daily
report of transaction.
 THE SERVICE
Guests gives the order
Cashier prints and hands overs the bill to
the customer.
SEQUENCE

CARD CASH

WALLETS:
Mode of Payment
Paytm
 CASH DEBIT/ CREDIT CARD

Verify the cash given by the Cashier gives the

guest debit/credit machine

After generating the

payment receipt he gives
one copy to the customer
and keeps the other one

Cashier returns the

cash, if any cash Customer performs the
due payment process
SUCCESS CRITERIA

Availability of all modes of payments. All the billing or payment queries of the
customer should be handled with
extreme care.
 The person on the counter tells the customer about bake n shake
card scheme

Guests asks for the card

Cashier asks for amount of card they need to top-up

Mode of Payment

Debit or Credit Cards

Cash

Cashier gives the debit/credit

machine
Verify the cash given by the guest
Customer performs the payment
process
Cashier returns the cash, if any cash due After generating the payment receipt
he gives one copy to the customer,
returns the card and he keeps the other
one

They will give you Bake n Shake card.

Use card for ordering

Customer can either refund the card with themselves or use it in

next transactions
PURPOSE OF
SOP
(Table
Presentation) Guests first impression of the table is
important in setting the tone for a
Making sure you have the required
items for customers and clean tables.
great and pleasing dining experience.
 Sr. REQUIRED PERSONNEL RESPONSIBILITIES
No.

1. Manager • Keeping a check on whether the

arrangements are done properly
or not by waiters.
• Checking of the regular
ROLES & cleanliness.
RESPONSIBILITIES

2. Waiter • Regular dusting and cleaning of

furniture.
• Keeping the cutlery and dishes
according to the no. of
customers.
 Before the customer arrives

Tabletop Placement
(Service Sequence)
Check if the table is clean from After the meal is over, collect the
the previous order dishes and clear the tabletop.

Clean the table if the tables are Customer arrives , places the order Brings the cutlery and dishes
not clean and get seated . according to the course of the meal
Improvised SOP
Check if the table is clean from the previous
order

Clean the table if the tables are not clean

Before the customer arrives place water

bottle or a jug on the table .

Customer arrives , places order and get

seated

While the customer is waiting for the order a

card can be placed on the table where the
list of board game will be mentioned .

Waiter brings the cutlery and dishes according

to the course of meal .

A stand should be kept at the table

consisting of extra cutlery , napkins , spices
and ketchup.

After the meal is over, collect the dishes and

clear the tabletop.
SUCCESS
CRITERIA

• All tables should be neat and

clean.
• Tables should be clean after
each customer leaves.
• Return all the empty dishes
and cutlery to the desired
place.
• The tabletop is very beautiful
and tempting for customers.
Future Suggestions
They can keep some board games as youth can come and enjoy and it will give a better customer recommendations.
They may have
a concept of
window to see
through
kitchen while
food is getting
prepared.
They can
incorporate Loyalty
card systems
through which
customers will get
points after every
order and they may
redeem it later.