Page of CR-0006 STANDARD OPERATING PROCEDURE TASK: HOW TO TAKE A FOOD ORDER TASK NUMBER: DEPARTMENT: DATE ISSUED: CR-0006 F&B – Chinese Restaurant Jan 2005 GUEST EXPECTATION: That the food order is taken in a timely manner by friendly smiling staff and that the promotions or special of the day / restaurant are explained clearly and friendly 45 minutes TIME TO TRAIN: Why is this task important for you and our guests? Answers: To maximize guests satisfaction To ensure the orders are taken in a timely manner To ensure daily specials are sold by the end of the day Page of CR-0006 STEPS HOW/ STANDARDS 1) Observe the guest if is ready for ordering Keep a close eye on the guest for any signs of them ready to order Don’t stand to far away of the table in clear view of the guests When the guest has closed the menu and/or takes a sip of the drink or look around that is usually the signal of being ready to order 2) Approach the table to take order Approach the guest table and stand in a position that have eye-contact and communication and say, Mr./Mrs./Ms./Sir/Madam XXXX, may I take your order now or would you like a few more minutes? Look at the guest with a friendly smile, stand upright and lean the body forward a little bit Listen carefully to the guest and right down the items on your note pad Items must be listed on the note pad by seat number Ask required questions per dish; for example, Salad – dressing on the side or mixed Say: ”Would you prefer to have the dressing on the side or mixed with the salad sir / madam?” TRAINING QUESTIONS Why should you keep a clear eye on the guests? Why shouldn’t you stand too far away from the table? What should you when the guest is looking around for attention? Why should you have eye contact? Why should you be friendly and smile? Why should you listed carefully? Why should you write the order down? Why should you write the seat number on your note pad as well? Why should you repeat the order? Why should you speak slowly and clearly? Page of CR-0006 Steak – cooking way Say: “How would you like your steak to be prepared; rare, medium-rare, medium, medium-well or well done?” Repeat the order to guest after written in on your order pad Speak to the guest slowly, clearly and politely STEPS 3) Suggestive selling HOW/ STANDARDS During the order taking process, suggest to consider additional dishes/courses; an entrée, a soup in between entrée and main or a desserts without being too aggressive (Desserts upselling can also be kept for after the main course is finished and the table is cleared) 4) POS System 5) Set the table In addition, suggest the guest to consider the daily specials, promotional items Add the order into the POS System for bill recording and the order to print out in the required kitchen TRAINING QUESTIONS Why should you suggest additional choices or dishes? Why shouldn’t you be too aggressive in upselling? Why can the dessert be kept to the end as well? Why should you suggest daily specials? Why should the order be put into the POS System? Change the table setting with the required utensils based on the dish See SOP: CS-0007 Now ask the trainee to practice the task from start to end to test competency CR-0006 Summary questions: Why should you keep a clear eye on the guests? Why shouldn’t you stand too far away from the table? What should you when the guest is looking around for attention? Why should you have eye contact? Why should you be friendly and smile? Why should you listed carefully? Why should you write the order down? Why should you write the seat number on your note pad as well? Why should you repeat the order? 10 Why should you speak slowly and clearly? 11 Why should you suggest additional choices or dishes? 12 Why shouldn’t you be too aggressive in upselling? 13 Why can the dessert be kept to the end as well? 14 Why should you suggest daily specials? 15 Why should the order be put into the POS System? PHOTO INDEX #01 Page of ... take order Approach the guest table and stand in a position that have eye-contact and communication and say, Mr./Mrs./Ms./Sir/Madam XXXX, may I take your order now or would you like a few more... in clear view of the guests When the guest has closed the menu and/or takes a sip of the drink or look around that is usually the signal of being ready to order 2) Approach the table to take order... trainee to practice the task from start to end to test competency CR-0006 Summary questions: Why should you keep a clear eye on the guests? Why shouldn’t you stand too far away from the table?