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STANDARD OPERATING
PROCEDURE
TASK: HOW TO SEAT GUESTS

TASK NUMBER:
DEPARTMENT:
DATE ISSUED:

CR-0006
ZEN Chinese Restaurant
2011/08

GUEST
EXPECTATION:

TIME TO TRAIN:

That the guest is seated in a timely manner, being assisted with the chair and on a
ready table.

20 minutes
20

Why is this task important for you and our guests?

Answers:
1. To maximize guests satisfaction.

2. To ensure the guests is acknowledged

3. To ensure the guest is offer assistance with seated

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STEPS

1) Lead the guests to the table.

HOW/ STANDARDS
/
*Acknowledge guest at entrance

TRAINING QUESTIONS

1. Why do you ask the guest to follow

you?

*Should check with the guests whether they 2. Why do you use your palm?
have a reservation or not.

3. Why do you look back at times with

Say Good afternoon, Sir/Madame.
escorting the guest to the table?
Welcome to our restaurant. Would you have

reservation with us?

/

*If the guest is not sure whether he has
booked a table / private dining room or the
guest doesn't know the booking is under
what name (full name)? Do not bring the
guest to the table or room unless the guest is
sure of the booking to avoid embracement.
/

*Or say Good afternoon, Sir/Madame. A
table for four?
/

*Say Would you like seating at private

room or main restaurant?
?

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*Say Would you follow me, please

Mr./Mrs./Ms. xxx , then show the way to the
guest by using your open palm, (Not the
finger).
,xxx //
.
*Walk in front of the guest, not more than
one meter and do not walk too fast, look
occasionally back if the guest is following
you
1
.

2) Check satisfaction

3) Assist the guests

*Hostess must be take a la cart menu and

drink list.

*Upon reaching the table, say, will this

table be all right for you, Mr. /Mrs. XXX or
Sir/Madam?
//

*Pull the chair out for the lady with a
smiling face.

*Say: There you go Mr. / Mrs. XXX or
Sir / Madam while pointing to the open
chair.
//

*Helps the lady to be seated by standing
behind the chair, positioning the two hands
on the chair shoulder, keep left leg straight,

1. Why should you check the table is up

to the guests satisfaction?

1. Why should you pull out the chair for

ladies?

2. Why should you smile?

3. Why should be careful when pushing
the chair?

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right toe to push the end chair forward

towards the table.

*Be careful not to push to fast or hard,

otherwise you might hurt the guest. Also
dont be too slow, otherwise the guest might
miss the chair and fall on the floor.

*Assist guest in seating by pulling out and

pushing the chair back to allow the guest
seat comfortably on the chair. Ensure that
the guest has been advised when the chair is
being pulled out.

*Offer coat service to guest(if applicable0

*Check in umbrella or brief case for guest
to the cloak room, one of a pair (match)
number tags should be handed to the guest
for reference. Should ask the guest whether
there are any valuables in the brief case /
overcoat.

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5) Unfolding napkin

4) Wish the guest a pleasant

breakfast, lunch or dinner
//

6)Take order

*Napkin should be laid onto the guest's laps,

not under the dinner plate.

*Acknowledge guests at the table

*Say: Thank you and I wish you a pleasant
breakfast / lunch / dinner
//

*Captain should be the one to make

recommendations and take food orders
from the guests, not the server.

Now ask the trainee to practice the task from start to end to test competency.
.

Summary questions:

1.
2.
3.
4.
5.
6.
7.

Why do you ask the guest to follow you?

Why do you use your palm?
Why do you look back at times with escorting the guest to the table?
Why should you check f the table is up to the guests satisfaction?
Why should you pull out the chair for ladies?
Why should you smile?
Why should be careful when pushing the chair?

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