Welcoming And Seating Guests In The Restaurant SOP – Template
Having a Standard Operating Procedure (SOP) is very important in a restaurant because it helps everyone know exactly what to do when welcoming and seating guests. When all staff follow the same steps, service is smooth, and guests feel happy and comfortable. A good SOP makes sure every guest gets the same warm greeting and is taken to their table quickly. This helps the restaurant look professional and keeps customers coming back. It also makes work easier for staff because they know what to do and don’t get confused.
Keep in mind that an SOP is also very helpful for training new employees and is one of the fundamentals of the restaurant. With an SOP, the new employees can learn the right way to welcome and seat guests without any trouble. When everyone follows the same rules, the team works better together, and the restaurant runs well. By following this SOP, the restaurant can give every guest a great experience, make them want to return, and build a good reputation. It is very important that all staff follow these steps carefully so that every guest feels special and welcome.
SOP – Welcoming And Seating Guests In The Restaurant
Quality Assurance & Performance Metrics:
- Guests should be greeted within 5 seconds of arrival.
- Reservation guests should be seated within 2 minutes of arrival.
- Walk-in guests should be informed of wait times accurately.
- Host staff should maintain a warm, professional, and welcoming demeanor at all times.
| SOP: Welcoming and seating guests In the restaurant |
|---|
| Applicable To: Hostess & Host |
| Department: Food & Beverage |
| 1. Preparing for Guest Arrival: Ensure the entrance, host stand, and dining area are clean and well-organized. Review reservations and anticipated walk-in guest flow. Ensure menus and promotional materials are readily available. Conduct a briefing with the team to discuss any special requests, VIP guests, or notable reservations. |
| 2. Warm Greeting: As soon as guests arrive, greet them within 5 seconds with a warm smile and eye contact. Use a polite, friendly greeting: -“Good evening! Welcome to [Restaurant Name]. Do you have a reservation?” If guests have a reservation, confirm their name and party size. -“Thank you, Mr. Smith. I see your reservation for four people at 7:00 PM. Please follow me.” If guests do not have a reservation, assess table availability and provide an estimated wait time if necessary. -“We currently have a 15-minute wait. Would you like to wait at the bar while we prepare your table?” |
| 3. Handling Waiting Guests: Offer a waiting area or bar for guests to be comfortable. If there is a waitlist, take down their name and provide an estimated wait time. Keep guests updated on their wait status. Offer menus or suggest drinks/snacks while they wait. |
| 3. Escorting And Seating The Guests: Once the table is ready, approach guests with a smile and invite them to follow you. -“Thank you for waiting, Mr. Smith. Your table is ready. Please follow me.” Walk at a comfortable pace, ensuring guests can follow easily. Engage in light conversation to enhance the experience -(e.g., “Have you dined with us before?”). Pull out chairs for guests when applicable. Hand over the menus and introduce the server. -“Here are your menus. John will be your server tonight and will be with you shortly.” |
| 4. Special Requests & Accommodations: If guests have special seating preferences (e.g., window seat, booth, quiet area), accommodate them if possible. For guests with mobility challenges, ensure they are comfortably seated. If celebrating a special occasion, inform the appropriate staff to enhance the experience. |
| 5. Closing the Seating Process: Thank the guests and ensure they are comfortable. -“Enjoy your meal, and please let us know if there’s anything you need.” Inform the assigned server that the guests are seated and ready to order. Return to the host stand to greet the next arrivals. |
| 6. Handling Issues Professionally: If guests are unhappy with their seating, listen attentively and offer alternatives if available. -“I understand you’d prefer a quieter spot. Let me check for an alternative table.” If wait times extend beyond expectations, offer small gestures (e.g., complimentary appetizers or drinks) to maintain satisfaction. |
Remember to adapt these steps to the specific policies and the type of your restaurant, and make sure that all staff members are trained on the SOP to maintain consistency in customer service. Keep in mind that different restaurants or facilities might have slightly different SOPs for welcoming and seating guests, but the international guideline remains the same as the above standard operating procedure SOP.
All the images in this article are from Pixabay (not copyrighted and free commercial use).
