1. STANDARD OPERATION PROCEDURES (SOP) –
Food & Beverage Department Date
SOP No:
Department : Outlet (A la carte rest) Job Title : All
Task : Sequence of Service Duration :
Objective : To follow the department standard
1. The Guest is greeted with a smile in a friendly and courteous manner
by saying “Irashai Mase”
2. Reservation details are checked by asking for the guest name and number of guests
3. The Guest is asked weather he would like to sit in the smoking or non-smoking section. Try to use guest’s
name at least 3 times during the lunch or dinner service.
4. The Guest is escorted to the fully laid-up table
5. The guest is helped to sit down at the table – offer chair assistance –
(Ladies first or elderly people if there are kids, the kids should be seated first)
6. The napkin is unfolded and placed on the guest’s lap
7. The guest is offered an aperitif.
8. The Guest is offered Japanese Tea in addition to the beverage order.
9. The beverage order is taken and repeated to the guest
10. If applicable a captains order is produced and distributed amongst the relevant
11. The Guest is presented with the A La Carte and Set Menu
12. The guest is given a introduction on the A La Carte and Set Menu
13. The host is presented with a wine list in addition
14. The aperitif or drinks order is served within 4 minutes
15. The food order is taken and repeated to the guest
16. The Wine order is taken. Try to suggest wine pairings
17. A captains order is produced and distributed amongst the relevant
18. The table laid up according to the food order
19. If applicable the ashtray is changed after each cigarette.
20. Wine for the relevant course is served and replenished before the next dish is served.
21. Once the guest has finished his/her drink, try to up sell another one.
22. The food is being served
-Cold Starter max 8min
-Warm Starter/ Main Course max 15min
23. If 1/3 or less of wine/water is left wine/water is replenished
24. The table is approached at least once to check guest satisfaction, try to use guest’s name.
25. When guests have finished their dishes, plates and side plates are cleaned from the table within 2min.
Clearing the plates from the guest table is only possible once all guests have finished the relevant course.
26. The table is crumbled down.
27. The guest is offered Dessert
28. The guest is offered Coffee or Tea and Digestive
29. The dessert & coffee/tea order is taken and repeated to the guest
30. If applicable a captains order is produced and distributed amongst the relevant
31. The Coffee or Tea to be served within 4min,
32. The dessert to be served within 8min
33. Once guests have finished their desserts, plates cleared form the table.
34. Be alert for any sign from the host that he/she is ready for the check.
35. Once requested, the bill is printed and presented in bill folder with Saujana pen

2. 36. Allow the host to review the check privately.
37. The guest is bid farewell by saying “Domo Arigato Gozai Mashita“
Developed By : Reviewed By
Name: Name:
Date: Date: