Page of CS-0002 STANDARD OPERATING PROCEDURE TASK: HOW TO SEAT GUESTS TASK NUMBER: DEPARTMENT: DATE ISSUED: CS-0002 F&B - Coffeeshop Jan 2005 GUEST EXPECTATION: That the guest is seated in a timely manner, being assisted with the chair and on a ready table TIME TO TRAIN: 20 minutes Why is this task important for you and our guests? Answers: To maximize guests satisfaction To ensure the guests is acknowledged To ensure the guest is offer assistance with seated Page of CS-0002 STEPS HOW/ STANDARDS 1) Lead the guests to the table Say “Would you follow me, please, Mr./Mrs./Ms XXX ’, then show the way to the guest by using your open palm, (Not the finger) TRAINING QUESTIONS Why you ask the guest to follow you? Why you use your palm? Why you look back at times with escorting the guest to the table? Walk in front of the guest, not more than one meter and not walk too fast, look occasionally back if the guest is following you 2) Check satisfaction Upon reaching the table, say, “will this table be all right for you, Mr /Mrs XXX or Sir/Madam?” Why should you check f the table is up to the guests’ satisfaction? 3) Assist the guests Pull the chair out for the lady with a smiling face Why should you pull out the chair for ladies? Why should you smile? Why should be careful when pushing the chair? Say: “There you go Mr / Mrs XXX or Sir / Madam” while pointing to the open chair Helps the lady to be seated by standing behind the chair, positioning the two hands on the chair shoulder, keep left leg straight, right toe to push the end chair forward towards the table Be careful not to push to fast or hard, otherwise you might hurt the guest Page of CS-0002 4) Wish the guest a pleasant breakfast, lunch or dinner Also don’t be too slow, otherwise the guest might “miss” the chair and fall on the floor Say: “Thank you and I wish you a pleasant breakfast / lunch / dinner” Now ask the trainee to practice the task from start to end to test competency Summary questions: Why Why Why Why Why Why Why you ask the guest to follow you? you use your palm? you look back at times with escorting the guest to the table? should you check f the table is up to the guests’ satisfaction? should you pull out the chair for ladies? should you smile? should be careful when pushing the chair? PHOTO INDEX #01 ... pointing to the open chair Helps the lady to be seated by standing behind the chair, positioning the two hands on the chair shoulder, keep left leg straight, right toe to push the end chair forward towards...Page of CS-0002 STEPS HOW/ STANDARDS 1) Lead the guests to the table Say “Would you follow me, please, Mr./Mrs./Ms XXX ’, then show the way to the guest by using your open palm,... lunch / dinner” Now ask the trainee to practice the task from start to end to test competency Summary questions: Why Why Why Why Why Why Why you ask the guest to follow you? you use your palm?