SOP Training – Waiter – Day 3

Day 3

Job requirements

  • Review of what we learned on day 2
  • How to serve a customer
  • About guest expectations and negligence
On Day 3 you will learn:
  • Skills
  • Team work
  • Communication
  • The service
Necessary documents

Files:                       SOP-HP-List-Duties-Service

Skills – Service Staff

Skills for runners, waiters and supervisors

The basic practical skills, such as table set up and professional service of food and beverages are essential basic skills. A modern waiter must also have additional abilities. Good service requires many human characteristics and qualities. These include:

  • contact ability
  • good knowledge of human nature
  • correct manners
  • diplomatic skills
  • self-control
  • humour
  • eloquence, expressiveness
  • language skills (English)

Therefore in this profession the whole person is required not only the expertise. These above-mentioned assets are not understood as a guarantee for the service provided. Excellent service is only possible if the willingness and the determination is there every day and to adjust to the various guests in a positive way and to provide full commitment.


There is only one chance to make the best first impression. Always look professional by maintaining standards set by Restaurant Bräuhaus. You and the way you look and your manners are the manifestation of the company’s reputation.

Strictly prohibited in the restaurant:
  • Mobile phones
  • Eat or drink, chewing gum
  • Lean or shout
  • Comb your hair
  • Re-apply make up
  • Private discussions
  • Scratch or touch your face

If these manners are not adhered to disciplinary action can and will be taken.

Team work

Offer assistance to the waiting staff during busy periods. By clearing, and cleaning tables and taking orders,ensuring that the relevant information is passed onto the waiting staff.

Inform your manager of any guest comment immediately and keep a pro-active attitude.

Be confident and efficient with the computer use, the billing, discounts and promotions.

Answer the phone and take reservations.

If possible, support others during service in order to improve the delivery of standards.

Take part in the general duties of the restaurant.


Communication (from Latin commūnicāre, meaning “to share”).

It is the activity of conveying information through the exchange of thoughts, messages, or information, as by speech, visuals, signals, writing, or behaviour.

It is the significant exchange of information between two or more living creatures.

The Service

File name “HP-SOP-List-Duties-Service”

How to serve a customer

Simply carrying a plate is not what will have to be understood as serving or waiting. In the restaurant business it is indispensable to provide the most supreme level of customer service.


Trays will be used at all times to carry something through the restaurant. Except when you carry bottles, plates or you use a saucer and beer.

Load and carry a “tray” – beverages

When you load your tray yourself you can put it on an even surface fill it up an pick it carefully

If you have no space to set the tray down, set the in on your left hand

Take the tray and put it on the centre of your hand, your fingers are lightly spread open.

Put the drinks on the tray

Take the glasses by the stem and put them on the tray

Put the drinks on your tray in such a way that the tray will not become unstable during the service

Always start by putting the drinks in the centre of the tray

Organize the drinks according the sequence you will serve it – where applicable

You must hold your tray in a horizontal position to keep it balanced

Hold your tray as far from the customer as possible

Load and carry a “plateau” food

The weight on the plateau must be evenly distributed to ensure a good balance while wearing it. Heavy things are to be placed on the side that is closer to the body, namely at the shoulder. The spout of saucers and jugs with hot liquids must be directed away from the body. High piles of plates are not be transported with the help of the plateau, but worn with the hands.

When lifting up the plateau, do not wrench your body but lift it in a straight posture. While carrying the plateau must not be placed on the shoulder, because vibrations and body movements will be transmitted to the plateau.

The shall be 2 plateaus available for each service station

Carry plates

The basic three plates to carry is more a matter of technique than balance. The important thing to remember is that the top of the plate is sacred.

No part of your hand or another plate should ever touch the food on another plate. If, when you deliver the plates any of them have food from another plate on the bottom, you have failed to deliver them correctly.

For this reason we are using plates that have a wide rim. Our chefs will place meals in to the centre of the plate. By utilizing these two factors, you can successfully carry three plates in one hand.

Here is a step by step guide to this practice.

Place the first plate between your thumb and first finger by the edge. Rotate the plate away from your body.

Place the next plate under the first. Use your remaining three fingers to support the plate while the top edge of the second plate rests on the bottom of the first.

The third plate is added by using your arm and the lip of the second plate as balance points.

By adding an additional plate in the free hand, you can now carry four plates at once.

Quality check

You have to check the whether the presentation of food is appetizing, that the portions are of acceptable size, that the hot food is hot and cold food cold, that the food resembles description from menu, that the taste and texture meet expectations and that the customer receives value for money. If not sure call your supervisor.

The Service

The service step by step and what is expected by whom in what sequence you will find in the relevant attachment.

Where applicable serve plates with your right hand from the right hand-side as you carry them in your left. If possible serve the table clockwise.

General rules of service

The order taking is the most important part of the service. Good communication skills are essential.

After order taking the waiter will post the order in the till. Follow the instructions of the till procedure.

This will then automatically generate a copy of the order at the printer in the kitchen or the bar.

As a waiter you will have to pick up the drinks at the bar and serve the complete order the table as fast as possible.

As soon as the food is prepared the kitchen will indicate that the food is ready.

The runner will fetch a complete set of order and bring it to the closest sideboard to the table. It is advisable to communicate non verbal (eye contact – no shouting) to the waiter and bring the food directly to the table, where the waiter is awaiting you and serve the dishes.

Upon the completion of the meals of the guests the waiter will clear the tables and put them onto the side board.

Every runner who has served food has to check on his way return to the kitchen it there are dirty plates on any station and will pick them up and bring them to the dish washer.

The same applies to the waiter. When he returns from a table back to the bar or kitchen dirty dishes will have to be picked and returned immediately.

After the guest had left the table the both the waiter and the runner instantly will have to clear, clean and reset table for the next guests.

Up selling

To up-sell is to suggest complementary items to customers with their order. I.e.: suggest a Apple strudel when they buy coffee; suggest a Brezel when they order Goulash soup. The item you suggest must be complementary, not the main item. Refer to the “SOP Up selling DB”


  • You cannot suggest more than one item
  • You should always use the positive interrogative tense

Another way to escalate the average spend is when you offer customers to take a bigger portion of what they select, based on totally satisfying their needs. (Menu engineering, daily or weekly specials…)

Whilst you achieve up selling as a day-to-day routine meaning to increase the productivity you have to improve the profitability, which is an equal important challenge – margin orientated up selling.

Margin orientated up selling

You need to know everything there is about our items. Including the margin as this helps the company to achieve a higher profit without increasing the revenue.

This is an important part for the company as it has to achieve a maximum of profit in order to run the operation and pay its bills – this encloses your salary.

Clearing Dishes

Dishes are cleared promptly within three minutes of all guests finishing their meal. We are always careful to avoid interrupting our guests with this process. Clear the plates with you right hand from the right hand-side hold them in your left. Clear the table clockwise.

Beer service

When fetching the beer check if there is sufficient foam (optimal head) on it. If not, ask the barman for a top up.

Optimal head size means between a finger’s width and 1 ½ inches.

If a guest orders a beer you may carry it in your hand or serve it on a tray.

When carrying in your hand do not touch the glass on the rim or upper part of the glass.

This is a hygiene issue.

Put it on a coaster on the table, in front of the guest.

When the guest eats put the glass on the right hand side of the guest on top of the tip of the knife (or where it would be an a set table)

Place the glass in front of the guest with the label facing the guest, so he can see it is Restaurant Bräuhaus beer.

Wine service – Workflow

Set white wine glasses. The white wine glass should always be smaller than the red wine glass, so that the white wine stays cooler.

Put the bottle of white wine (rose wine), properly tempered from the wine cooler in the double walled plastic wine cooler (where the temperature is maintained for about an hour ), or else in the bottle cooler with ice and water (or no water, so the wine is not too cold ), put on a saucer with paper napkin and wine towel on a the table.

Present the bottle to the host and describe it, then that put bottle back into the cooler.

Cut the capsule with the knife of your corkscrew smooth and just below the mouth of the bottle off.

Then remove the upper part of the capsule only, wipe off the bottle mouth with a clean, white wine towel. Screw your corkscrew carefully and slowly, without turning the bottle in the cork. Place the supporters of the corkscrew on the bottle neck mouth. Now pull the cork slowly and carefully noiselessly out of the bottle.

The cork must not be drilled through as small cork pieces could fall into the bottle.

Rule of thumb: The longer the cork , the more valuable the wine

Smell discreetly on the part of the cork, which was in contact with the wine. If it smells strange such as cork, lactic acid , vinegar stitch, … . Present the cork to the guest who ordered the wine.

Wipe the bottle mouth before you pour the host a sip for degustation. The bottle should not be kept too high, but do not touch the glass edge. Wait until the guest tasted the wine and indicates to pour the wine. Criticizes the guest the wine, take back the wine and replace it with a new one.

Pour the wine into the glass, you never hide the label with your hand. Keep the bottle neck when pouring at a height so that the wine is not splashing into the glass but do not support the bottleneck on the rim of the glass. Fill the glass one-third full. Finish off the pouring with a short rotation of the bottle in order to prevent wine to drip on the tablecloth.

Serve the wine as follows: first the female guests , then the male guests ( would properly graded according to age) last the host or the person who ordered the wine.

For white wines pure no more than 1/2 of the glass for red wine a maximum of 1 /3 and for very high quality wines or particularly large and valuable glasses pour even less.

Wet bottles are wrapped in a wine towel so that the guest can see the label.

Wine should always be refilled only when the glass is completely emptied.

Coffee service

As of whether you serve an espresso, latte, or any other coffee, the right way to do so is:

Put the coffee on a saucer, spoon, sugar, milk, cookie and a small glass of water.

As a runner at the beginning of your shift prepare all necessary mise en place.

On service place the coffee in front of the guest so that the handle points to the right.

The spoon will be placed on the side away from the guest with the end also pointing to the right.

Put the cookie on the rim of the saucer on the side closer to the guest.

Place the milk jug, if ordered, on the top right side of the coffee and the water glass behind it.

When serving on a coffee tray put the spoon on top of the water glass.

When serving Caffee Latte use the appropriate glass and put a long stemmed spoon directly into the glass. Put in on a coaster in front of the guest.