STANDARD OPERATING PROCEDURE Food & Beverage Hotel
SOP No: Order processing ADD 1
SOP Title: Order processing
SOP Number F&B- Order processing ADD 1
SOP Title Order processing – Transit by Encalm
NAME TITLE SIGNATURE DATE
Author Vigneshwar Duty Manager
Reddy
Reviewer
Authoriser
Effective Date:
READ BY
NAME TITLE SIGNATURE DATE
ENCALM Hospitality Pvt. Ltd.
Page 1 of 6
STANDARD OPERATING PROCEDURE Food & Beverage Hotel
SOP No: Order processing ADD 1
SOP Title: Order processing
Update 1 Update 2 Update 3 Update 4
Updated
on:
Updated
by:
Approved
by:
Effective
date:
ENCALM Hospitality Pvt. Ltd.
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STANDARD OPERATING PROCEDURE Food & Beverage Hotel
SOP No: Order processing ADD 1
SOP Title: Order processing
PURPOSE:
order taking in a restaurant is not just about jotting down choices; it plays a pivotal role
in creating a positive and efficient dining experience. It involves communication,
customization, and coordination, ultimately contributing to customer satisfaction and
the success of the restaurant.
PROCEDURE:
1. Order Placement
a. Guest Interaction
Greet guests warmly and attentively.
Provide menus promptly and assist with any inquiries.
b. Order Taking
Use a systematic approach to take orders, starting with beverages and appetizers.
Repeat the order to the guest for confirmation.
c. Special Requests
Note any special requests, dietary restrictions, or allergies.
Communicate special requests clearly to the kitchen.
2. Order Entry
a. POS System Usage
Utilize the Point of Sale (POS) system for order entry.
Ensure accurate entry of items, quantities, and any modifiers.
b. Double-Check Orders
Review the order on the POS screen before finalizing.
Confirm that the order matches the guest's preferences.
3. Kitchen Communication
a. Order Printing
Ensure prompt printing of orders in the kitchen.
Communicate any modifications or special requests to the kitchen staff.
b. Timely Communication
Foster clear communication between the front of house and kitchen.
Notify the kitchen staff of any changes or updates to orders.
4. Quality Control
a. Presentation Standards
Monitor food presentation to meet established standards.
Verify that the order matches the guest's specifications.
b. Quality Assurance
Ensure food quality meets the restaurant's standards.
ENCALM Hospitality Pvt. Ltd.
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STANDARD OPERATING PROCEDURE Food & Beverage Hotel
SOP No: Order processing ADD 1
SOP Title: Order processing
Address any concerns with the kitchen promptly.
5. Order Delivery
a. Timing
Coordinate with kitchen staff to ensure timely food preparation.
Deliver courses at appropriate intervals.
b. Accuracy
Double-check orders before delivering to the table.
Confirm that all items are included as per the guest's order.
6. Guest Satisfaction
a. Follow-Up
Check with guests shortly after food delivery to ensure satisfaction.
Address any concerns immediately and offer solutions.
b. Courtesy
Demonstrate courtesy and attentiveness throughout the dining experience.
Thank guests for their patronage upon completion of the meal.
7. Payment Processing
a. Prompt Billing
Present the bill promptly when guests indicate they are ready.
Clearly communicate the total amount due.
b. Payment Options
Accept various payment methods, including cash, cards, and mobile payments.
Ensure secure and accurate processing of payments.
8. Post-Service Procedures
a. Feedback Collection
Encourage guests to provide feedback on the dining experience.
Use feedback for continuous improvement.
b. Clean and Reset
Clear tables promptly after guests depart.
Reset tables for the next guests with in next 5 minutes from the last guest
departure.
Effective Previous
SOP no. Significant Changes
Date SOP no.
ENCALM Hospitality Pvt. Ltd.
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STANDARD OPERATING PROCEDURE Food & Beverage Hotel
SOP No: Order processing ADD 1
SOP Title: Order processing
Change Document
S. No Date Change Impact Reason
ENCALM Hospitality Pvt. Ltd.
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STANDARD OPERATING PROCEDURE Food & Beverage Hotel
SOP No: Order processing ADD 1
SOP Title: Order processing
ENCALM Hospitality Pvt. Ltd.
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