Service Sequence – SOP Training Overview
Standard Operating Procedure (SOP) for Hotel Restaurants
F&B Service Manual

PROCEDURE

1. The butler or host/hostess warmly greets the guest at the door. Regular guests should be addressed by name if known.
2. Upon entering the restaurant, guests are kindly greeted by the staff. Good eye contact, a smile and good body language should warmly welcome the customer.
3. The guest is offered a table and accompanied there. The guest is seated by the maître d' or host or hostess and/or head of service.
4. The server asks the guests if they would like to take a moment to look over the drink list or if they would be ready to order immediately. Suggestive selling used to promote sales.
5. After setting 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 supported.
6. Orders will be taken on a duplicate captain's order pad or entered into the POS order pad if your restaurant uses an online system.
7. Orders will be entered into the POS by the cashier. Distribute copies of the Captain's Order to the designated section if your restaurant still uses the manual system. Usually the pink copy at the bar for drink ordering and the blue copy at the kitchen for food ordering. If your restaurant already uses an online system, simply get the order form printed as a purchase order to have the bar or kitchen order delivered.
8. Drinks will be collected from the bar. Using a copy of the slip, the server will verify that the order is complete.
9. Glasses will be handled correctly. Long stem glasses will be handled by the stem and other glasses will be handled from the lower third.
10. When a customer 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 can be emptied.
12. You can give the food menu at the same time within a maximum of 10 minutes.
13. The department manager goes to the customer to take the order.
14. The department manager must know all the menu items.
15. Make sure you have the right menu.
16. Readjust the cutlery set (place the cutlery set according to the order of the main course).
17. Orders will be entered at the point of sale. Once the order is placed, the kitchen will begin preparing the order.
18. While the guest is waiting, bread and butter should be served to him.
19. Make sure the B&B plate and knife are placed on the table.
20. You can serve drinks to the guest.
21. Bottled water must be served with all orders.
22. Keep your eyes on the guest.
23. Make sure all plates are the correct plates, not damaged or chipped, condiments and temperature are correct.
24. Arrange the entrances according to the priority of people e.g. Ladies First.
25. Clean the table after the aperitif.
26. Don't clean the table until you're sure everyone is finished.
27. Readjust the cutlery if necessary.
28. May you serve the main course following the procedure.
29. Clean the table.
30. Offer desserts to the guest.
31. Offer the guest coffee or tea.
32. All other guests will have their account presented in an invoice folder. The account issuance and processing process should take no more than five minutes.
33. The guests are thanked for their visit and wish them a pleasant day.
34. Ashtrays will be kept clear so that there are never more than two cigarette butts in the ashtray.
35. Staff must be versatile. They will have to work as a waiter, bartender and bar porter at the same time.
36. The glasses will be removed using a clean tray covered with a cloth.
37. When a guest temporarily leaves a table, every effort will be made to help them to be seated upon their return.
38. Table cleaning should be as discreet as possible. A cloth dampened with a suitable cleaner can be used for this purpose. Under no circumstances should a spray be brought to the table.
39. Coffee service will be as defined in the procedures.
40. Apologize every time you leave the table.
41. Respect all guest conversations, do not interfere.
42. Use body language.
43. Always keep smiling.
44. Speak politely.
45. Stand up straight at a restaurant.
46. Be a cooperative person with all staff.

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