CR-0004

STANDARD OPERATING PROCEDURE TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST That the drink order is taken within 5-10 minutes after being seated, that the order is EXPECTATION: taken accurate without mistakes. TIME TO TRAIN: 20 minutes TASK: HOW TO TAKE A DRINK ORDER CR-0004 F&B – Chinese Restaurant Jan. 2005 Why is this task important for you and our guests?

Answers:

1. To maximize guests satisfaction.

2. To ensure the guests are quickly attended to

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STEPS 1) Offer assistance. HOW/ STANDARDS After presenting the menu, prompt the guest to place the drink order by saying “Mr./Mrs./Sir/Madam XXXX, may I take your drink order”. Recommend the wine of the month or special’s of the month and ask for the sale. Say:” We have XXX on special for today / this month, would you like one of these?” Repeat the beverage order to the guest after written on the order pad. Go to the nearest station and push in the order. TRAINING QUESTIONS 1. Why should you ask the guest if you can take the drink order? 2) Suggestive selling. 1. Why should you up sell? 3) Check understanding. 4) Place the order in the POS system 1. Why should you repeat the order? 1. Why should you go the nearest POS station? 2. Why should you order the beverages in the POS system? 1. Why should you follow up? 5) Follow up Keep an eye on the bartender for when the drinks are ready for speedy service to the guests. Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. Why should you ask the guest if you can take the drink order? 2. Why should you up sell?

3. Why should you repeat the order?

4. Why should you go the nearest POS station?

5. Why should you order the beverages in the POS system? 6. Why should you follow up?

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