Restaurant SOP Template
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Restaurant SOP

Prepared by: [Your Name]

1. Purpose

The purpose of this SOP is to outline the procedures for providing excellent customer service at [Your Company Name]. This ensures that every guest has a positive dining experience, which is crucial for customer retention and restaurant reputation.

2. Scope

This SOP applies to all front-of-house staff, including hosts/hostesses, servers, bartenders, and management.

3. Responsibilities

  • Hosts/Hostesses: Greet customers, manage reservations, and seat guests.

  • Servers: Take orders, serve food and drinks, handle customer requests, and process payments.

  • Bartenders: Prepare and serve beverages, engage with customers, and ensure a clean bar area.

  • Management: Oversee operations, handle complaints, and ensure compliance with this SOP.

4. Procedure

4.1 Greeting Guests

  • Guests should be greeted warmly within 30 seconds of entering the restaurant.

  • Hosts/Hostesses should say, "Welcome to [Your Company Name]. How many in your party today?"

  • If there is a wait, guests should be informed of the wait time and offered a seat in the waiting area or at the bar.

4.2 Seating Guests

  • Lead guests to their table promptly.

  • Present menus and inform them of any specials or promotions.

  • Pull out chairs for guests as needed, particularly for elderly or special needs customers.

4.3 Taking Orders

  • Servers should approach the table within 3 minutes of guests being seated.

  • Introduce yourself by name, and ask if guests have any questions about the menu.

  • Take orders using a notepad or digital order system, confirming any special requests.

  • Suggest additional items such as appetizers, drinks, or desserts.

4.4 Serving Food and Drinks

  • Ensure that drinks are served within 5 minutes and appetizers within 10 minutes.

  • Food orders should be delivered to the table within 20 minutes of ordering.

  • Conduct a quality check 2 minutes after serving to ensure satisfaction.

4.5 Handling Complaints

  • Listen to the customer’s concern without interrupting.

  • Apologize and offer a solution, such as remaking the dish, offering a free item, or discounting the bill.

  • Notify the manager immediately if the issue escalates.

4.6 Processing Payments

  • Present the bill within 5 minutes of a request.

  • Handle payment transactions swiftly and accurately.

  • Always thank the guests for dining at [Your Company Name] and invite them to return.

5. Safety and Hygiene

  • Staff must wash hands frequently, especially before food handling, after using the restroom, or after touching unsanitary items.

  • All food should be handled with gloves or utensils.

  • Clean and sanitize tables, chairs, and menus after each use.

6. Training

  • All new staff will receive training on this SOP during their onboarding process.

  • Ongoing training sessions will be held quarterly to review and update procedures.

7. Documentation

  • Maintain records of any customer complaints and the actions taken.

  • Keep training records for all staff, including dates of training sessions and materials covered.

8. Review and Updates

  • This SOP will be reviewed annually, and any updates will be communicated to all relevant staff members.

[Your Company Name] is committed to maintaining the highest standards of customer service. By following these procedures, we ensure a consistent and pleasant experience for all our guests.

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