SOP Intercontinental Group Coffee Shop How to present a bill41782

2005 EXPECTATION: That the correct bill is presented without any mistakes in a clean folder and timely manner by a friendly and smiling staff.. To ensure the bill folder is clean 4.. T

STANDARD OPERATING

PROCEDURE

TASK: HOW TO PRESENT A BILL

TASK NUMBER: CS-0014

DEPARTMENT: F&B - Coffeeshop

DATE ISSUED: Jan 2005

EXPECTATION: That the correct bill is presented without any mistakes in a clean folder and timely manner by a friendly and smiling staff.

TIME TO

TRAIN: 25 minutes

Why is this task important for you and our guests?

Answers:

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 HOW/ STANDARDS TRAINING QUESTIONS 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

1 Why should you use your own card?

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

1 Why should you check the right table, etc?

2 Why should you check the bill?

3 Why should you check if the folder is clean?

4 Why should you make sure the pen is working?

3) Present the bill. Stand at the right side of the guest

and say,

“Excuse me; Mr./Mrs./Ms./Sir/Madam XXXX, 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 XXXX, this is your first and final copy, thank you.”

(DRILL LANGUAGE)

1 Why should you open the bill folder for the guest?

2 Why should you not announce the amount in front of the guests?

3 Why should you return the slip?

4 Why should you ask the guest the fill out the questionnaire?

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.” (DRILL LANGUAGE)1 Why should you bid the

guests farewell?

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1 Why should you use your own card?

2 Why should you check the right table, etc?

3 Why should you check the bill?

4 Why should you check if the folder is clean?

5 Why should you make sure the pen is working?

6 Why should you open the bill folder for the guest?

7 Why should you not announce the amount in front of the guests?

8 Why should you return the slip?

9 Why should you ask the guest the fill out the questionnaire?

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