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SOP Restaurant service sequence

SOP Number: FO 37
Department: Food and Beverage Service Restaurant
Date Issued: 05-October-2014
Time to Train: 60 Minutes
Greeting and Seating:

Guest should be greeted and welcome with recognition, And should be

helped with their coats and bags.

All guest are welcomed at the entrance.

Guest are greeted warmly.

Ask guest name to acknowledge them.

Use guest name at least twice during conversation.

Offer choice of seating.

Table setting are adjusted to the number of guest.

Menu Presentation service standards:

All Beverage menu should be clean and in good condition.

Menus should be at least 2/3 languages.

Menus must be presented to guest opened, Present menu in the guest

table and open the first page.

Must have non alcoholic option in case hotel have license to serve
Liquor at Restaurant .

Always point any recommendation or house favorites.

Inform the guest that you will take their order when ready.

Maintain eye contact and approach at the appropriate time.

Order Taking Service Standards:

Staff should have a warm smile and polite attitude, Approach guest
table within 10 seconds whenever they need to order.

Always prepare a note pad and a pen.

Be attentive at the guest table.

Offer recommendation.

Always repeat the guest order.

Inform guest the expected service time.

Estimate the serving time.

Point of Sale key in Procedure:

Double check all the key in order before send.

Barman should serve the drinks with the specific POS ticket.

Key in order into the POS system accordingly.

If any wrong order key in, look for assistant manager or above to void it
immediately.

When barman gives the drinks to the waiter it should be with the POS
ticket.

Order Delivery Service:

Waiter reviews the order and put on tray.

Quality check by every staff.

Acknowledge the guest 2 steps before approaching the table.

Offer to pour beverage.

Leave the table by saying: Is there anything I can assist you at the
moment?

Handling Bills and final settlement:

Ensure the bill is accurate, Always Double check the bill before
presenting it to the guest.

The bill is presented in a company bill folder and pen, Retire from the
table and stay within the vicinity.

Recover the check and means of payment.

Thank the guest and process quickly.

Payment should be done in 4-5 minutes.

Guest Departure and Fond Farewell:

Thank the guest by name and bid farewell to all members of the party.

Help customers leave their table.

When assisting the guest, ensure ladies first.

Always says: Hope to see you again.

Table should be reset immediately.

Training Summary questions:

Q1.What are the service sequence in restaurants?
Q2.How do you present menu to the guest?
Q3.What are the standards for order taking?
Q4.How to handle billing and final settlement?
Q5. Why it is important to give a fond farewell to the guest?

Follow

FOOD AND BEVERAGE STANDARD

OPERATING PROCEDURES
Jun 5, 2015

The following enumerates the standard Food and Beverage

operating procedures;
1. All customers will be acknowledged within 30 seconds of arrival
with eye contact, a warm friendly smile and a verbal greeting.
Where possible the customer will be acknowledged by name.
2. All customers will be escorted to their tables, satisfaction checked
with the location and chairs pulled where applicable {ladies being
given priority}
3. All guests will be offered the menu, specials of the day explained
and missing items clarified.
4. Supervisor will maintain an active visible presence in the
restaurant while ensuring consistency in product and service
delivery.
5. All non routine incidents will be handled tactfully and escalated
promptly to the supervisor or manager.
6. On departure, customers are thanked and wished a pleasant day
or evening.
7. The table will always be clean, uniform and set to specifications.
8. All customers queries will be answered knowledgeably and
tactfully by all staff.
9. Service will be fast and friendly to both internal and external
customers.

10. Table clearance will always be done with a tray and crockery
stacked according to size.
11. Staff should always be as un-obstructive as possible to
customers.
12. Operating equipment will always be clean, well arranged and
easily accessible.
13. All orders will be taken and served accurately.
14. Service time for food {15 minutes} and beverage {3 minutes},
delivery time should always be communicated to the guest including
any unavoidable delays.
15. Coffee or dessert will always be offered after meals and served
within 3 minutes.
16. All food and beverage items will be produced and presented as
per standard recipes and specifications.
17. All telephone calls will be answered with a clear unhurried voice
within three rings.
18. Staff should always listen for suggestive selling or up-selling
opportunities for example would you like some fresh juice or
cocktail with your sandwich?
19. All orders must be made through point of sale receipt or
triplicate captain order system (where manual billing is in use) prior
to pick-up of products from their respective dispensing points.
20. All staff will always be clean, presentable and in full uniform.
21. Service staff will always ask before removing anything from the
table, excuse me, may I take this out of your way? always be
polite!
22. Check and order replenishment on beverages.

23. Service staff must deliver the bill to the guest within 2 minutes
of clearing the last piece of crockery or glassware.
24. All take away orders will be packed in standard take away
packaging.
25. Accurate change must be returned to the guest within 2 minutes
of clearing the bill.
26. All staff must attend pre-service briefings conducted by the
supervisor or manager on duty before the beginning of service.
27. Staff will always speak clearly in low controlled voices and never
shout or yell in the restaurant.
28. Staff will communicate in English or Kiswahili and never in slang
while on duty.
29. All service areas will be maintained in a clean and hygienic
condition with a clean and inviting ambiance.
30. Background music within the restaurant must be at an unobstructive level and clear with no hiss.
31. The back of house area will be maintained in a clean and
hygienic condition in strict compliance to preset hygienic standards.

Short Notes on Basics of F&B Service

Aboyer
Aboyer aids the communication between the kitchen and restaurant. He receives the food order
from the service staff and announces the order to the kitchen. Aboyer is responsible for hot plate
section of the pantry.
A la carte Menu
A la carte menu is a type of menu, where the food items are priced individually. Literary
meaning of a la carte is from the card
American service
It is a type of table service. In American menu the food is pre-plated and portioned at the kitchen.
This type of service is relatively less formal and seen in coffee shops.
ABC

ABC stands for Ashtray, Budvase and Cruet. ABC is kept at the centre of the table while laying
the cover.
Back of the House
Back of the house is the ancillary area of the restaurant, where all the supporting service is
carried out. Some of the back of the house sections are pantry, dishwashing, hot plate, still room
etc.
Bain Marie
Bain Marie is equipment that holds the Food hot. The equipment contains cylindrical drum,
which is heated with water. Bain Marie is usually used in Hot Plate section of the pantry.
Barker
Barker is another term for Aboyer. Barker is the person who communicates between service and
kitchen and help to pick up the food in time. Usually the order taken by the waiter is hander over
to the Barker.
Bone China
It is a white translucent ceramic material made from kaolin, china clay and bone ash. It is used in
restaurant to serve various dishes.
Briefing
Briefing is done prior to the opening of the restaurant. In the briefing the senior most staff gives
instructions to the junior staff with regard to availability of dishes, special items of the day, and
also some training.
Buffets
Buffet is a type of assisted service, where food and beverage is displayed at counters. Waiter
assists at the counters to take the food from the counters or the guest help themselves.
Bus Boy
Bus boy is a person who helps the waiter. The main responsibility of a bus boy is to bring the
food from the kitchen and also do the clearance of plates from the table.
Carousel
Carousel is a circular counter that revolves to display the food items. The carousel is fitted in
such a way that the one side is always inside the kitchen and other side is in the service area. As
the carousel revolves the counter is filled up from the kitchen and guests selects the food as it
revolves.
Carte du jour
Carte du jour means card of the day. It is used to highlight the special dishes of the day. carte
du jour is actually an supporting menu to the main menu.
Chafing dish
It is a hollowware used to keep the food warm usually in buffet service. Chafing dish has a water
container, which is the base, food container and place for fuel. Using the fuel the water is heated
up and in turn the food is heated up with the hot water.
Cover
Cover is the space on the table allotted for table-wares to the guest to consume his/her meal. The
size of the cover is 24 inch * 18 inch.
Cutlery
Cutlery is the term denotes all the cutting implements such as knives. Cutlery can be made of
EPNS or stainless steel.
Demi-tasse

Demi-tasse means half cup. It is used to serve coffee except breakfast. Size of demi-tasse is 75
ml.
Dummy waiter/ Demi waiter
Dummy waiter is another term for side board. it is a restaurant furniture and used to keep all the
serving equipments for a meal session.
Elevenses
Elevenses is a meal served at 11 o clock. It includes the food items as biscuits, cake etc. and
usually offered to children.
Gueridon trolley
It is a mobile trolley from which the gueridon service is done.
Hostess
Hostess is a member of restaurant brigade. Duty of hostess includes taking restaurant reservation
and receiving them at the door.
Indian breakfast
It is a type of breakfast, which includes Indian dishes such as dosha, idly, chapathi etc. served
with chutney and vegetable curries. There are two types of Indian breakfasts viz. North Indian
and South Indian.
Lounge service
It is a type of specialized service. Lounge service is done at the lounge of a hotel. Items such as
morning tea, afternoon tea, and alcoholic beverages are served in the lounge.
Maitre dhotel
Maitre dhotel is the Supervisor of the a F&B outlet. He looks after the day to day operations of a
food service outlet.
Menu
Menu is a list of food and/or beverage than can be served to a guest at a price. It helps guests to
select what they would like to eat and/ or drink. It is a document that controls and directs an
outlets operation and is considered the prime selling instrument
Mise-en-scene
It means prepare the environment of the outlet before service. Mise-en-scene includes preparing
the restaurant welcoming, create ambience with regard to cleanliness, furniture setting and
temperature.
Mise-en-place
Mise-en-place means putting in place and the term denotes to the preparation of a work place
for ultimate smooth service. To ensure that the restaurant is ready for service the waiter makes
sure that this station has been efficiently prepared for service.
Napkin
Napkin is restaurant linen. Napkin is used to decorate the table using various folds and also used
to keep on the lap of the guest to protect their clothes during service.
Sommelier
Sommelier is the French term for wine waiter. He is responsible for the service of all alcoholic
drinks during the service of meals, and is also a sales person. He requires to have a thorough
knowledge of beverages and wines as food accompaniments.
Trancheur
Trancheur is the French term for carver. His responsibility is to carve the meat joints in front of
the guest and serve to them.
Salesmanship

The food and beverage service personnel are technical salespersons, hence they should have a
thorough knowledge of the proper presentation and service of all the food and beverage served in
the establishment
Tableware
Table ware is a type of restaurant equipments used to keep on the table. Table ware includes
flatware, cutlery and hollowware. Table ware is made either EPNS or stainless steel.
Silver Dip
Instantly removes tarnish from silverware, silver plate, cutlery and small silver items. Quickly
cleans even difficult to reach places such as between fork tines. Gives silver a brilliant shine. Just
dip, rinse and dry
Polivit
Polivit is the one of the fastest methods of cleaning silverware. For this one needs aluminum foil,
baking soda, shallow pan and a clean cloth. The baking soda will "polish" the silverware,
removing dirt, stains, and grease. Rinse the silverware thoroughly under warm, running
water. Air-dry the silverware on a clean towel. Buff the silverware with a soft, clean cloth.
Burnishing machine
This is a revolving drum like container using for cleaning silver ware, with safety shield attached
to it.. The burnishing machines are attached with ball bearing to run that effectively. Soap power
is used to clean the silver ware hygienically.
Thermal shock
Thermal shock is the result of glass experiencing a sudden temperature change. Glass holds
temperature, and a rapid change in temperature can cause enough stress to result in breakage.
Mechanical shock
Mechanical shock in glassware is the direct result of contact with another object, such as a
spoon, a beer tap, another glass, or a piece of china. This kind of contact can cause a minute
abrasion, invisible to the eye, but a source of weakness in the glass, making it more susceptible
to breakage from impact or thermal shock.
Disposables
Disposables are use and throw products used in the service of food and beverage productsThis is
largely due to the increasing demand for fast food items. There are different types of disposable
used in the catering business and mostly they are used in outdoor catering, vending machines,
fast food outlets & hotels
Special equipments
Special equipments are for specialized services. They are not used in regular services.
Specialized equipments are divided into Trolleys and Miscellaneous equipments. Some of the
trolleys used in a restaurant are gueridon trolley, bain marie, vending machine, hot plate etc.
EPNS (Electro Plated Nickel Silver)
EPNS is Silverware made of silver plating. Silver plating is a thin layer of silver on top of
another metal. It is made by an electrical process, hence the name Electroplated Nickel
Silver. Cutleries and crockerys of high class establishments are made out of EPNS which
includes different types of forks, knifes, pots, plates, salvers etc.
Table dhte or a fixed menu
Table dhte refers to a menu of limited choice. It usually includes three or five courses available
at a fixed price. It is also referred to as a fixed menu. This term is known to caterers by its
abbreviation TDH menu. A table dhte menu is a complete meal at a predetermined price.
A la carte menu

A la carte menu is a multiple choice menu, with each dish priced separately. If a guest wishes to
place an order he selects the item from the menu and pays for the order he made. In an a la carte
menu all items are cooked to order and served with accompaniments.
Hors doeuvre
Hors doeuvre course aimed to stimulating the palate, and consists of small tasty dishes, using a
large array of different items such as anchovies, olives, cheese and smoked fish. They are often
referred to a starters or appetizers. This course could also include salads.
Entre
Entee is the first meat in a French Classical menu. It usually comprises a dish made up of steak,
cutlets, casseroles or stews. Some example are Steak au poirre, Veal cutlets, and Irish stew.
Dessert
This is the fruit course in the French classical menu and usually presented in a basket (Corbielle
de Fruits) and placed on the table, as part of the table dcor, and served at the end of the meal.
All forms of fresh fruit and nuts may be served in this course.
Table Service
It is a type of service. Table service is the service done at the table, where the guests are seated.
In the table service either service personnel or waiter serves the food to the guests or the guests
help themselves.
American service
American service is a pre-plated service which means that the food is served onto the guests
plate in the kitchen itself and brought to the guest. The portion is predetermined by the kitchen
and the accompaniments served with the dish balances the entire presentation in terms of
nutrition and color. This type of service is common in a coffee shop where service is required to
be fast.
English service
English service is often referred to as Host Service or Silver service. The food is brought on
platters by the waiter and is shown to the host for approval. The waiter then portions the food and
serves to the guest plate.
French service
It is a very personalized service. Individual portioned food is brought from the kitchen in dishes
and slavers which are placed directly on the table. The plates are kept near the dish and the
guests help themselves.
Russian service
Table is laid with food for guests and presentation is done elaborately. Guests help themselves.
This is an elaborate silver service much on the line of French service. Display and presentation
are the major part of this service. Some parts of the service such as carving and portioning etc are
done by the waiter.
Gueridon service
This is a service done from the gueridon trolley. The cooking is done at the gueridon trolley
place near the guest table and service is done at the guest table. The waiter plays an important
role as he is required to fillet, carve, flamb and prepare the food with showmanship.
Self Service
In the self service the service is done by customer themselves. The guests collect the food from
the counters and then he/she may sit at the table or stand at high table to have the food.
Counter service

Counter service sometimes called cafeteria service. The guests come in line, collect their food
from the counter and seat at the table to have the food. Food may be grouped together such as
cold and hot, or main course and desserts etc. In some places the guests also have to clear the
empty plates and cutleries after having the food.
Echelon
In echelon service the counters are arranged in such a way that it provides better view of the
foods and arranged in angular way.
Carousel
The carousel is a circular counter that revolves to display the food items. The carousel is fitted in
such a way that the one side is always inside the kitchen and other side is in the service area. As
the carousel revolves the counter is filled up from the kitchen and guests selects the food as it
revolves.
Carvery
Cavery is a type of assisted service. This service method includes both table service and self
service. Some parts of the service is done by the waiter at the table and some parts of the service
is done guests themselves.
Take away
The food order is placed at a counter and the food is collected from the same counter and take
the food away from the premises for consumption.
Drive thru
The customer drives the vehicle to the counter and orders and collects the food and leaves the
counter.
Vending Machine
The customer inserts the value of the food item displayed in the vending machine and selects the
food by pressing a knob. The vending machine dispenses the selected food. The vending
machine can dispense hot or cold food.
Food courts
Food courts include series of individual counters where customer may either order and eat, or
buy from a number of counters and eat in separate eating area.
Kiosks
Kiosks are outdoor arrangements that provide food and beverages to people in a specific
location.
Specialized Service/ In-Situ
In-situ service is the service provided at the place, which is primarily not meant for service.
Examples of in-situ services are:
Tray service
In the tray service the food and beverages are brought in a tray and given to guests. Such service
are seen in hospitals, guest rooms etc
Room service
In room service the service of food and beverages are done in the guest room. The food is taken
to the guest room in a tray or room service trolley.
Drive-in service
The guests order the food from the vehicle parked at designated areas and service is done at the
vehicle. The food is placed on trays that are clipped in the door or steering wheel.
Lounge service
In lounge service the food and beverage is served at the lounge area of a hotel

Mise-En-Scene
Mise-en-scene is the preparation of the environment of the restaurant before starting the service
session. Creating a pleasing, safe and hygienic environment is the main task in the Mise-enscene. For the waiter the restaurant is the service area. Before each service session, the restaurant
should be made presentable enough o accept guests.
Mise-En-Place
Mise-en-place means putting in place and the term denotes to the preparation of a work place
for ultimate smooth service. To ensure that the restaurant is ready for service the waiter makes
sure that this station has been efficiently prepared for service.
Guest Service Cycle
Guest service cycle refers to the activities provided to the guests while in the restaurant. Guest
service cycle is the process, which repeats to every guest. Learning guest service cycle is very
important, because a good waiter should know what are the activities done in the restaurant
during the service.
Social Skill
Social skill is a skill, which enable us to deal with social situations. Social skills have an
important part to play in food and beverage service. Because service is about meeting the guests
psychological needs and making him feel welcome, and social skills are essential part of this
process. Social skills can be used for selling of food and beverage products also.
Kot/ Bot Controll System
A variety of control systems are used in the hotel industry. One such important control system is
the KOT control. When an order is taken from a guest, it is ordered in triplicate on a Kitchen
Order Ticket. One copy goes to the kitchen, against which the chef prepared the dishes ordered
for. The second copy goes to the cashier to make the bill. The third copy is the waiters copy,
against which the food or beverage to be served to the guest is picked up
Specialty Restaurant
Speciality restaurant is a restaurant serves specialized cuisines. Service in a specialty restaurant
is both formal and stylish. The prices tend to be high because of higher overheads. The menu
may be an a la carte, buffet, or a table dhote. Waiters should be highly skilled, as specialized
services such as preparation of food at tables and flambs, may have to be done.
Coffee shop
Coffee shop is a 24 hours F&B outlet. Usually coffee shop situated near to the lobby of a hotel.
Style of service is American that is pre-plated. The menu of coffee shop is varied. Menu
comprises of Full-day menu or according to meal session.
Cafeteria Service
This service exists normally in industrial canteens, colleges, hospitals or hotel cafeterias. To
facilitate quick service, the menu is fixed and is displayed on large boards. The guest may have
to buy coupons in advance, present them to the counter waiter who then services the desired
item. Sometimes food is displayed behind the counter and the guess may indicate their choice to
the counter attendant. The food is served pre-plated and the cutlery is handed directly to the
guest. Guests may then sit at the tables and chairs provided by the establishment.
Fast food Service
There is a predominant American influence in fast food style of catering. The service of food and
beverages in a fast food restaurant is at a faster pace, than at an a la carte restaurant as the menu
is compiled with a special emphasis on the speed of preparation and service. To make this type of

service financially viable, a large turnover of customers is necessary. The investment is rather
large, due to the specialized and expensive equipment needed and high labor costs involved.
Room service
Room service is offered to the resident guests. Guests order food and/ or beverages to the kitchen
and order is taken by the room service order taker. Once the order is taken then it is passed to the
kitchen. Once the order is ready the room service waiter serves the food and/ or beverage at the
room. Along with the food, the bill is also presented to guest to be signed or payment.
Banquet Service
Banquet functions are the services provided at a fixed time and at a fixed venue. The banquet
service is inevitable in a hotel due to its revenue earning potential. The reason is that banquet can
offer service to a large number of guests at a time. Banquet service can be formal or informal.
Bar service
There are normally two kinds of bars in Indian hotels. One is the public bar, and the other is
the service or dispense bar. The public bar is located in the public areas, and is used for the
service of paying customers, be it in-house guess or non-residents. The dispense bar is used for
dispensing drinks to other outlets of the hotel such as coffee shop, room service outlet, banquets
and the specialty restaurant. It is generally located in the back area of the hotel and is open round
the clock. It should be adequately equipped to meet the demands of all the outlets.
Vending Machine
Vending machines are machines dispensing food and beverages and placed at various places. The
main advantages of vending machines are the convenience. But the main disadvantage is the
limited choice. Vending machines does not require the help of service staff to operate.
Ancillary Areas and Services
Ancillary areas are the supporting areas of F&B service department. Without the help of the
ancillary departments F&B service department cannot work smoothly. In this regard the ancillary
departments are very important for F&B service department. Major ancillary departments in a
five star hotel are the following.
1. Pantry
2. Still room
3. Silver room
4. Linen Room
5. Hot plate
6. Wash-up area
7. Kitchen stewarding
Pantry
Pantry is the area situated between the Kitchen and Restaurant. Pantry consists of the following
sections. Hot plate or food pick up area, Place to keep dirty plates and glasses, Place or box to
keep soiled linens, Place to keep clean plates and cups, A sink to wash small equipments such as
glasses and cups, A dispense Bar
Still Room
It is one of the very important supporting areas in the food and beverage department of the hotel.
It provides the food and beverages for the service of meals which are not provided by the
kitchen. The still room makes all the hot and cold non-alcoholic beverages needed for the
restaurant.
Silver Room

Silver room is the place where all the silver wares are stored and cleaned. Still room holds the
complete stock of all the silverware such as flatware, cutlery, hollowware etc. separate storage
areas would be allotted to store different types equipments. It is very important area that the
silver room should contain space for silver cleaning.
Linen Room
The linen room is important back of the house service area in a hotel. The linen room should
stock minimum linen and uniform required to meet the daily demands so as to ensure smooth
operations. Linen is changed daily in the restaurant and it is exchanged one on one basis from the
linen room.
Hot plate
Hot plate is the food pick up area of the pantry. The service personnel is not allowed to enter the
kitchen nor wait till food is being prepared. The waiter is hands over the KOT (Kitchen Order
Ticket) to the Aboyer, who is in-charge of hot plate and in-turn aboyer announces the order to the
kitchen. Once the order is being prepared kitchen staff keeps the cooked food in the hot plate.
Wash-up area
The wash-up area comprises of wash sinks, dish washing machines, rack to keep cleaned dishes,
and tables. All the utensils are washed, cleaned, dried and keep here for further use.
Kitchen stewarding
This department primarily controls the storage and issue of cutlery, crockery, hollowware,
chinaware, glassware to the different food and beverage outlets and kitchens. Kitchen stewarding
department supplies all cleaned service equipment to waiter. This department is also responsible
for washing solid service ware and subsequently furnishing clean items.