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.

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[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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