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
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
[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.
Standard Operating Procedures Templates @ Template.net
