Page of CS-0004 STANDARD OPERATING PROCEDURE TASK: HOW TO TAKE A DRINK ORDER TASK NUMBER: DEPARTMENT: DATE ISSUED: CS-0004 F&B - Coffeeshop Jan 2005 GUEST EXPECTATION: That the drink order is taken within 5-10 minutes after being seated, that the order is taken accurate without mistakes TIME TO TRAIN: 20 minutes Why is this task important for you and our guests? Answers: To maximize guests satisfaction To ensure the guests are quickly attended to Page of CS-0004 STEPS 1) Offer assistance HOW/ STANDARDS After presenting the menu, prompt the guest to place the drink order by saying TRAINING QUESTIONS Why should you ask the guest if you can take the drink order? “Mr./Mrs./Sir/Madam XXXX, may I take your drink order” 2) Suggestive selling Recommend the wine of the month or special’s of the month and ask for the sale Why should you up sell? Say:” We have XXX on special for today / this month, would you like one of these?” 3) Check understanding Repeat the beverage order to the guest after written on the order pad Why should you repeat the order? 4) Place the order in the POS system Go to the nearest station and push in the order Why should you go the nearest POS station? Why should you order the beverages in the POS system? 5) Follow up Keep an eye on the bartender for when the drinks are ready for speedy service to the guests Why should you follow up? Now ask the trainee to practice the task from start to end to test competency Page of CS-0004 Summary questions: Why Why Why Why Why Why should should should should should should you you you you you you PHOTO INDEX #01 ask the guest if you can take the drink order? up sell? repeat the order? go the nearest POS station? order the beverages in the POS system? follow up? ... if you can take the drink order? “Mr./Mrs./Sir/Madam XXXX, may I take your drink order” 2) Suggestive selling Recommend the wine of the month or special’s of the month and ask for the sale Why... Follow up Keep an eye on the bartender for when the drinks are ready for speedy service to the guests Why should you follow up? Now ask the trainee to practice the task from start to end to test competency...Page of CS-0004 STEPS 1) Offer assistance HOW/ STANDARDS After presenting the menu, prompt the guest to place the drink order by saying TRAINING QUESTIONS Why should you ask the guest