Sequence of Service - SOP Training Presentation
Hotel Restaurant Standard Operating Procedure (SOP)
F&B Service Manual
PROCEDURE
1. The Head Waiter or the Host / Hostess, warmly greets Guest at the door. Regular guests should be addressed by name if known.
2. Upon entering the restaurant, the guests are kindly acknowledged by the staff. Good eye contact, a smile and good body language should warmly welcoming the guest.
3. Guest is offered a table and escorted to it. Guest is seated by head waiter or the host or hostess and or the Service Leader.
4. The Waiter asks the guests if they would like a moment to look through the beverage list or if they would be ready to order straight away. Suggestive selling used to promote sales.
5. On having seen to a table, a linen coaster is placed on the table in front of each guest. This will let other servers know that the guest is being attended to.
6. Orders will be taken on a duplicate captain orders pad or input to the POS ordering pad if your restaurant outlet using online system.
7. Orders will be entered into the POS by cashier. Distribute the copies of the captain order to the designated section if your restaurant still using manual system. Usually, the pink copy to bar for beverage order & the blue to the kitchen for food order. If your restaurant already using online system then you just need to get the printed order slip as checker slip to get the order from bar or kitchen to deliver.
8. Beverages will be collected from the Bar Using a copy of the docket the Waiter will check that the order is complete.
9. Glasses will be handled correctly. Long stemmed glasses will be handled by the stem and other glasses will be handled from the lower third end.
10. When a guest has a third of their drink left, they should be asked if they would like to order another.
11. When a guest has finished their drink, the glass may be cleared.
12. You may give the food menu at the same time within 10 minutes maximum.
13. Service leader goes to the guest to take the order.
14. Service leader must have knowledge about all the items in the menu.
15. Make sure that you have the right menu.
16. Readjust the cutlery service (put the cutlery service according to the main course order).
17. Orders will be entered into POS, When the order has gone through the kitchen will start to prepare the order.
18. While the guest is waiting, the bread & butter must be served to the guest.
19. Make sure that the B&B plate and it knife are set on the table.
20. You may serve the drinks to the guest.
21. The bottle of water has to served with all the orders.
22. Keep your eyes to the guest.
23. Make sure that all the plates are the right plates, are not damaged or chipped, the condiments, the temperature is right.
24. Place the appetizers according using the priority of the persons ex. Ladies first.
25. Clean up the table after the appetizer.
26. Don’t clean up the table till you have made sure that all have finished.
27. Re-adjust the cutlery if needed.
28. May you serve the main course following the procedure.
29. Clean up the table.
30. Offer the guest the desserts.
31. Offer the guest the coffee or tea.
32. All other guests will have their account presented in a bill folder. The process of delivering the account and processing should take no more than five minutes.
33. Guests are thanked for their visit and wished a pleasant day.
34. Ashtrays will be cleared so that there is never more than two butts in the ashtray.
35. Staffs are to be multi skilled. They will be expected to work as both Waiter, bartender and bar porter.
36. Glasses will be removed using a clean tray with a tray cloth on it.
37. When a guest temporarily vacates a table, it will be endeavoured to help seat the guest when they return.
38. The cleaning of the tables should be as discreet as possible. A dampened cloth with appropriate cleaner may be used for this purpose. Under no circumstances is a spray bottle to be taken to the table.
39. Service of coffee will be as set in the procedures.
40. Excuse your self every time you leave the table.
41. Respect all the guests conversation, don’t interfere.
42. Use body language.
43. Keep the smile always.
44. Speak in a polite way.
45. Stand up in the restaurant straight.
46. Be co-operate person with all the staff.
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