301.

002
SUBJECT

STANDARD OPERATIONAL PROCEDURE

SEQUENCE OF SERVICE LUNCH

OBJECTIVE:
All Food & Beverage staff should follow the standard of services to ensure proper
service and guest comfort during their dining experience.
PROCEDURE:
NO
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STEP
WELLCOMING
Greet guest at entrance
Ask guest for having meal/drink only
Check for reservation
Use name of guest
Escort guest to table
Great guest in dining area
Assist ladies with seating
Asking guest information for guest book
Introducing the server
Re-organized table
TAKING ORDER & UP SELLING
Presenting drink list & menu
Info about special of the day
Suggestive selling
Take beverage & food order
Collect drink list & menu
Follow up beverage order
Serve beverages
Cutleries adjustment
SERVICE
Appetizer serve
Please guest to having the appetizer
Soup calling
Guest satisfaction
Clear up appetizer plates
Check empty glass/next drinks
Cutleries adjustment
Soup serve
Please guest to having the soup
Guest satisfaction
Main course calling
Clear up
Check empty glass/next drinks
Main course serve
Please guest to having main course
Guest satisfaction
Check empty glass/next drinks
Main course clear up
Clear table of all unneeded glasses & chinaware
Crumbing table

Issued: 1 December 2015

RESPONSIBLE

PLACE

Hostess/Supervisor/Manager
Hostess/Supervisor/Manager
Hostess/Supervisor/Manager
Hostess/Supervisor/Manager
Hostess/Supervisor/Manager
Staff at section
Hostess/Supervisor/Manager
Hostess/Supervisor/Manager
Hostess/Supervisor/Manager
Captain/Assistant

Entrance
Entrance
Entrance
Entrance
Restaurant
Restaurant
Table
Table
Table
Table

Whoever nearby entrance

Drink only offer lounge/bar
Check reservation books
Repeater or reservation
Check for table layout
Whoever nearby guest
Who escort guest to the table
Guest without reservation
Mention the name
Take un-needed table top

Captain/server
Captain/server
Captain/server
Captain/server
Captain/server
Food Checker/Runner
Captain/server
Captain/server

Table
Table
Table
Table
Table
Cashier
Table
Table

Kids, Elderly, Ladies & Gent

Increase beverages sales
Suggest cocktail or wine
Repeat while writing
Stored back
Directly to the cashier
According service standard
According ordered item & standard

Captain/server
Captain/server
Food Checker/Runner
Captain/server
Captain/server
Captain/server
Captain/server
Food Checker/Runner
Captain/server
Captain/server
Food Checker/Runner
Captain/server
Captain/server
Captain/server
Captain/server
Captain/server
Captain/server
Captain/server
Captain/server
Captain/server

Table
Table
Kitchen
Table
Table
Table
Table
Table
Table
Table
Kitchen
Table
Table
Table
Table
Table
Table
Table
Table
Table

Follow the standard

Always use food name
Flexibility required
Guest satisfaction
After guest finished
Pouring or order more beverage
According ordered item & standard
Follow the standard
Always use food name
Guest satisfaction
Flexibility required
After guest finished
Pouring or order more beverage
Follow the standard
Always use food name
Guest satisfaction
Pouring or other more beverage
After guest finished
Leave that only still used
Cleaning table

Revised:

NOTES

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301. 002
SUBJECT

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STANDARD OPERATIONAL PROCEDURE

SEQUENCE OF SERVICE LUNCH

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Present dessert menu

Take dessert / dessert drink order
Cutlery adjustment
Serve dessert drink
Serve dessert
Please guest to having dessert
Guest satisfaction
Dessert clear up
BILLING
Billing calling
Take the billing
Presenting bill, card & guest comment
Try to get next reservation
Check and settle bill
Deliver bill to cashier
Continue service
Bid farewell

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Bid farewell
Reset table

Issued: 1 December 2015

Captain/server
Captain/server
Captain/server
Captain/server
Captain/server
Captain/server
Captain/server
Captain/server

Table
Table
Table
Table
Table
Table
Table
Table

Suggest dessert drink also

Up selling After dinner drink
Follow standard and dessert order
Follow standard
Follow standard
Always use food name
Guest satisfaction
Clear all unneeded

Food Checker/Runner
Food Checker/Runner
Captain/server
Captain/server
Captain/server
Food Checker/Runner
Captain/server
All staff at section
Hostess, supervisor &
Manager
Food Checker/Runner

Cashier
Cashier
Table
Table
Table
Cashier
Table
Table

Leave chasier prepared

Check all item is correct
With courtency
With courtency
Received credit card / cash
Wait for other billing roles
Keep table clean
Satisfaction & thanking the guest

Entrance
Table

Thank you, good night

As the standard

Revised:

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