STANDARD OPERATING PROCEDURES (SOP)

SOP Title: How to handle items available which are not on the menu

Department: Food & Beverage Division- F & B SOP Owner:

(Designation)
Who needs to know Service Associates, Supervisors, Managers.
this SOP:
Related Documents:

Procedure Remarks

 The Assistant Manager or Manager communicates with chef before the  Perform a role-play about
service unavailable items.
 It is crucial to check the
 To communicate whether any menu items are unavailable & to inform all unavailable items before the
staff in the pre service briefing is very important. service to avoid problems.
 Take it as an up-selling
 We need to ensure all staff are fully briefed as to which menu items, if opportunity by offering rare
any are unavailable and the suggested any alternative dishes sold item.
 Approach the guest smiling as you really mean it

 We need to inform the guest about the unavailable items when we are
presenting the menu.

 “Sir/Madam, I would like to inform you that the salmon is unavailable

this evening. The chef has prepared a grilled swordfish…..for your
consideration”
 “Mr XXX, the salmon has been very popular this evening, unfortunately
we have sold out. May I suggest the grilled swordfish served with…” or
“would you prefer to select another item off the menu?”

 We need to ensure always we speak clearly & politely

offer the guest a suitable alternative
 To ensure the guest is enjoying their meal & they are happy with your
recommendation is very important for the guest satisfaction.

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