SOP - Customer Service

Sample Manual | Duties | Bonusscheme | Complaints | Disabled | Dress Code | Incidents and Accidents | Job Description |
Menu Compilation | Manual Handling | Job Profiles | Customer Service | Service Basics | Kinds of Service | Unit Description |

How to serve a customer

Simply carrying a plate is not what will have to be understood as serving or waiting.

In the catering trade it is indispensable to provide the most supreme level of customer service. A prime example, from the point of view of a waiter is given under "On a different note" – but please do not take it too serious – however it contains a true core.

Meeting & Greeting

Our customers are immediately recognised and greeted upon entering our facility. Every Customer has the right of a polite greeting with which you let understand them that they are welcome.

You positively welcome customers on arrival by stepping forward, maintaining eye contact, greet at first according to the time, identify their needs and check reservation details (if applicable). Offer the customers a drink in the bar or to escort them to their choice of smoking or non-smoking table. Escort visually impaired customers to a well lit, accessible position and guide their hand to the back of the chair. Escort mobility-impaired customers to a table with sufficient access for a wheelchair. Escort customers to their tables, check their satisfaction, present an open menu and wine list, positively describe the specials and a la carte menu options, and introduce the waiter.

The Service

• Acknowledge and greet guest within one minute of arrival
• Make eye contact and smile
• Ensure you refer to guest as sir/madam
• Ask if guest would prefer smoking or non smoking (where applicable)
• Seat guest within one minute on appropriate fully laid table
• When this is not possible, apologize, explain, how long will they wait?
• Offer alternative location
• Offer assistance with coat
• Promptly present menus and inform guest of any out of stock dishes or specials
• Ensure you know Blue Pudding Specials descriptions
• Ask guest if they would like a drink-prompt or up-sell if possible
• Ask guest if they would like some nibbles to start with while they are deciding
• Always ask for mineral water
• Enter drinks order into till
• Ring drinks into till as per order and pour water into glasses for guests and keep topped up at all times
• Take order of guest (Ladies first); know your product and specials of the day, up-sell vegetables as appropriate to guest dishes, take wine order (recommendations if possible) Also ask if they need some bread with their meal
• Offer guest assistance where ever you can
• Input into till, double check you entered correctly before pressing "Send"
• Change cutlery (on a service plate) as required for courses (starters, pasta, steak) & bring the bread basket if required
• Present and pour wine for guests
• Clear away any aperitif glasses if it is finished!
• On arrival of first course, check to make sure everything has arrived correctly and deliver additional requirements (finger bowl, ground pepper)
• Wish the guest a pleasant meal
• Ensure you come back at the table after 5 minutes and ask if everything is to the guests satisfaction - offer guest fresh drink after they finished their first glass
• If you see that the customer did not finish the plate, ask if it was not appealing, and report straight away to the manager on duty
• Top up wine and water; up-selling!
• Clear ashtrays
• Clear all first course cutlery & plate at the same time
• Call away main course; that is important to anticipate guests needs; give adequate time to the kitchen to prepare the dishes
• Top up wine and water, offer more as necessary
• Lay necessary cutlery for the main course in case it has been used
• If main course takes a long time, inform the manager who will then check with the kitchen
• On arrival of main course, check to make sure everything has arrived correctly; take care of additional requirements; clear the ashtray if necessary
• Ensure you go back to the table after 5 min and ask if everything is all right.
• Always up-sell when feasible
• Clear all main course cutlery & plate at the same time
• Remove cruets from the table
• Present dessert menus, open for guest
• Take dessert and coffee order at the same time. Avoid bringing the coffee before the dessert.
• Suggest dessert wine with dessert where applicable
• Input dessert order into till, check and send to kitchen
• Lay dessert/cheese cutlery (on a service plate) & sugar bowl
• Remove any glasses by using a tray
• On arrival of dessert, check to make sure everything has arrived correctly watch out for any additional requirements (ice cream, sauce…)
• Clear the ashtray if necessary
• Ensure you come back at the table after 5 min and ask if everything is alright
• Clear away any coffee when it is required
• Clear all cutlery & dessert plates at the same time
• Suggest a liquor, Cognac, digestive
• Remove all empty glasses and ashtrays; leave on glass per guest on the table
• When guest asks for the bill, check it and present the customer a clearly itemized and correct bill in a clean bill folder with a comment card
• Get payment as quickly as possible and process; present for signing if credit card payment or return change as necessary
• Keep an eye on the table for guest departure and assist as necessary (coast, pull tales…)
• Thank them with a smile as it is the last impression they have of the restaurant and offer invitation to return

Expressions Book

• These little phrases will help you to address your guests in the right and correct manner.
• Good morning/afternoon/evening Sir/Madam
• May I help you Sir/Madam?
• How can I help you, Sir/Madam?
• Would you like to join us for lunch/afternoon tea/drinks?
• Do you prefer to smoke or not to smoke Sir/Madam?
• Have you been helped, Sir/Madam?
• Can I be of any help?
• Have you decided already?
• Would you like to have a starter or soup before your main course, Sir/Madam?
• May I give you the menu for the dessert, Sir/Madam?
• Do you prefer your coffee with or after your dessert, Sir/Madam?
• Our daily/weekly special is "Chef 's special"
• Thank you, Sir/Madam, I am looking forward to seeing you again.
• Thank you, Sir/Madam, I hope I will see you again in the near future.
• Good bye Sir/Madam

Telephone Phrases

• A Greeting e.g. Good Morning / Good Afternoon, your restaurants name, your name
• At the moment he/she is away from his/her desk. Can I take a message for her/him?
• Would you like to leave a message for her/him?
• Please hold the line for a second; I am going to get Mr. X.
• Please hold the line for a second; I will call Mr. X to the phone.
• I try to locate him and bring him to the phone.