Hotel SOP- Training to Waiters

1. Training Module- Waiters
Bar/ Lounge

2. DEPT:
F&B – Blue Tunnel Bar
Objective:
1. To make the guest feel welcome and acknowledge regular guests
2.To maximize the guest satisfaction
Steps:
1) Welcome guest
Stand upright with eye contact and smile besides the hostess desk or
at the entrance.
2) Greet the guest
Greet the guest by saying, “Good Morning/Afternoon/Evening, If you
know the name:Mr. / Mrs. ????
If you don’t know the name: Sir / Madam. Welcome to -- (Name of
outlet)
Followed by: A table for ....... ? (Mention the accompanied number of
persons)or A table for how many guests would you like? Bring the
guest the table.

3. DEPT
:
F&B – Blue Tunnel Bar
Objective ?
1. To maximize guests satisfaction.
2. To ensure the guests is acknowledged
3. To ensure the guest is offered assistance in seating
STEPS AND TANDARDS THAT MUST BE DONE
1) Lead the guests to the table.
Say “Would you follow me, please, Mr./Mrs./Ms. XXX ’,then show the
way to the guest by using your open palm,(Not the finger).Walk in
front of the guest, not more than one meter and do not walk too
fast, occasionally back if the guest is following you.
2) Check satisfaction
Upon reaching the table, say, “will this table be all right for you, Mr.
/Mrs. XXX or Sir/Madam?”

4. 3) Assist the guests
Pull the chair out for the lady with a smiling face.Say: “There you go Mr.
/ Mrs. XXX or Sir / Madam "while pointing to the open chair. Helps the
lady to be seated by standing behind the chair, positioning the two
hands on the chair shoulder, keep left leg straight, right toe to push the
end chair forward towards the table. Be careful not to push to fast or
hard, otherwise you might hurt the guest. Also don’t be too
slow, otherwise the guest might “miss” the chair and fall on the floor.
4) Wish the guest a pleasant breakfast, lunch or dinner
Say: “Thank you and I wish you a pleasant breakfast / lunch / dinner”

5. 
DEPT
: F&B –
Objective:
1. To maximize guests satisfaction.
2. To ensure the guests are quickly attended to
3. To ensure the guests are aware of the special to enhance the
guests’ choice and to generate potentially additional revenues
4. To avoid disappointment should the guest order a dish which
is not available.
STEPS :
1) Check the state of the menu
Hostesses should always check all the menu pages and cover to
ensure the menus are clean.
2) Self introduction.
“Good Morning/Afternoon/Evening, Mr./Mrs. Sir/ Madam, my
name is ........., here is the menu please”

6. 
3) Presenting the menu.

Standing at the right side of the guest, bend the upper body
slightly; present the opened menu (first page) in front of the guest
and say: “This is the drink list / beverage menu, please” (use your
right hand). If there are ladies in the group, serve the elderly lady
first, gentleman next, host last.Leave the winelist on the
corner of the table close to the host and inform the guest.
4) Explain which dishes are not available for that day
Apologize and explain to the guests which dishes are not
available. Say: ”I am terrible sorry but the ......... is not available
today, instead I would recommend, ..............

7. DEPT
: F&B – Blue Tunnel Bar
Objective
1. To maximize guests satisfaction.
2. To ensure the guests are aware of the special to enhance the guests’
choice
3. To generate potentially additional revenues
4. To avoid disappointment should the guest order a beverage which
is not available.
STEPS
1) Request Statement: “Order-takers Are Order-makers”
Ask
the guest what they would like to drink. Say: “Excuse me sir / madam
or Mr. / Mrs. XXX, what would you like to drink?”

8. 2) Suggest
During the order process, you will need to make suggestions to the
guest in order to upsell beverages
Suggestions can be:
- Daily special
- Weekly cocktail
- Wine of the month
(Always describe the choice positively and in detail)
E.g. say: “May I suggest today’s special, which is a XXX, shaken or
stirrer and presented in a beautiful glass with colourful garnish "Ask
open questions, where the guests can not say no to.
3) Thank you
Thank the guest for their order.Say: “Thank you for your order, I will
bring it to your table in a few minutes”

9. 
DEPT
: F&B – Blue Tunnel Bar
Objective:
1. To maximize guests satisfaction.
2. To ensure the guests are quickly attended to without
too much disturbance
STEPS
1) Prepare the service
Collect the drinks from the bartender.Place the drinks on
the non-slip tray together with tit-bits, a coaster and a
linen cocktail napkin.For tit-bits service see SOP 08
2) Approach the table.
Go to the guest table by carrying the drinks and tit-bits on
a tray.

10. 
3) Present the drink.

Stand by the right side of the guest with right leg
slightly in front and kneel next to the table and say
“Mr./Mrs./Ms./Sir/Madam ..., here are your
beverages. Place the coaster in front of the guest.
Hold the stem/base of the glass and put the glass on
top of the coaster and out the linen cocktail napkins
on the right hand side of the beverage.Say
“Mr./Mrs./Ms./Sir/Madam ...., this is your ..... (name
of the beverage), please enjoy it” with a smile and an
open palm pointing to the beverage.
4) Leaving the table.
Quietly back off away from the table, keeping your
eye on the guest to ensure they are able to catch
your attention should they require anything else.
Smile if there is eye contact when you back away
from the table.

11. DEPT
:
F&B – Blue Tunnel
Objectives
1. To maximize the guest satisfaction
2. TO be professional in the delivery of personalized
service at all levels of interaction.
STEPS
1) Serve tit-bits to the guests.
Once the guests order beverage and you print it
through POS, you get to bar counter pick up beverage
with the tit-bits together. There is no charge for these
snacks. One container of snacks is usually provided for
one table.

12. DEPT
:
F&B – Blue Tunnel Bar
Objective:
1. To maximize guests satisfaction.
2. To ensure the bill presented is the correct one
3. To ensure the bill folder is clean
4. To ensure the bill presented in a timely manner
5. To ensure the guest is thanked for coming to the
restaurant
STEPS
1) Print out the bill from the POS machine.
Use personal code/swipe card to obtain approval to
access. Pick up table/bill number to print.
2) Check the bill.
Check for the correct table, number of persons,
food and beverage ordered items. Add missing
items if there is any. Check if the typing is clear &
tidy enough. Place bill into a clean bill folder with
(working) pen and guest’s comments questionnaire.

13.  3) Present the bill.
Stand at the right side of the guest and
say,“Excuse me; Mr./Mrs./Ms./Sir/Madam
......., here is your bill.”Put the bill in front
of the guest, open the bill folder, put a pen
on it, point at total amount, but do not
announce amount unless the guest asks
you to do so. Return change/slip and say,
“Mr. / Mrs. / Ms. / Sir. / Madam ...........,
this is your first and final copy, thank
you.”Leave the questionnaire and pen
behind and say, “Can we take a minute of
your time to fill out the questionnaire and
give us your feedback on the dining
experience in order for us to improve our
product and services? Thank you.”
4) Bid farewell.
Wish guest and say, “Have a pleasant day.”
