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Handling Food Delay

This standard operating procedure outlines guidelines for handling food order delays to ensure guest satisfaction. When taking orders, waitstaff should inform guests about dish preparation times. If a delay occurs, staff should promptly notify the guest, offer a complimentary appetizer or beverage, and apologize. The manager should find the cause of the delay and estimate the new completion time. For group orders, guests can choose to receive food together or separately. Staff should check on satisfaction after delivery and address any further issues. The manager may offer discounts depending on the complaint level. Delays should be reviewed to prevent future issues and the company's complaint procedure followed for serious problems.

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Nora Gambron
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344 views3 pages

Handling Food Delay

This standard operating procedure outlines guidelines for handling food order delays to ensure guest satisfaction. When taking orders, waitstaff should inform guests about dish preparation times. If a delay occurs, staff should promptly notify the guest, offer a complimentary appetizer or beverage, and apologize. The manager should find the cause of the delay and estimate the new completion time. For group orders, guests can choose to receive food together or separately. Staff should check on satisfaction after delivery and address any further issues. The manager may offer discounts depending on the complaint level. Delays should be reviewed to prevent future issues and the company's complaint procedure followed for serious problems.

Uploaded by

Nora Gambron
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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STANDARD OPERATING PROCEDURE

FOOD AND BEVERAGE OPERATION


SOP: HANDLING FOOD DELAYS SOP #: 5
DATE OF ISSUE: PAGES: 3
OBJECTIVE
To ensure guest satisfaction in all Food and Beverage outlets.

POLICY
All F&B service employees are to be trained on the following procedure when faced with food order delays.
Following this SOP assists in giving guidelines in setting up appropriate communication channels between the guest
and the staff service staff and the kitchen.

It is vital to the company’s reputation that our guest leaves satisfied with our services and professionalism.

PROCEDURE

Taking a food order

 When taking the food order, the waiter/ess is responsible for informing the guest about specific timings
required for the preparation of certain dishes i.e., meat dishes, live seafood, desserts etc.
Food order delay

 Each Head Waiter/ress and Captain must pay close attention to their guests and liaise constantly with the
Manager/Assistant Manager. In the case of a delay, if possible, the Head Waiter/ress or Captain should
approach the guest first and inform them that there is a delay and once consulting the chef, and to either...

1. Offer an appetizer if the guest is waiting for his/her main course and didn’t order a starter
2. Or a beverage i.e.; a glass of wine, etc.

 Should the guest alert the Head Waiter/ress or Captain of their dissatisfaction because they are waiting, the
Manager/Assistant Manager must act immediately to find out the cause of the delay and find out from the
kitchen the estimated time the food can be served to the guest.
 The Manager or Head Waiter/ress or Captain on duty must be informed of the delay and are to approach the
guests table to apologize for the delay. At no time must any employee be rude or impatient with the guest.
Ensure that the guest do not feel that they are being neglected and that their complaint will be rectified.

Group order food delay

 In case of a group order where one food item in the whole order is delayed, ask if the guests prefer all the food to
be served together or if they wish to proceed with the rest of the order. Communicate the same to the kitchen.

Service of food

 Once the food has been served, check back with the guest if the food is to their satisfaction and if there is
anything else he/she requires.

 For the remainder of the meal, attention must be paid, in ensuring that no further delays occur, without neglecting
the other guests.

 The delayed food item, additional offered dish/beverage or entire check may be offered complimentary at the
discretion of the Manager or Assistant Manager, depending on the severity of the complaint and the overall
satisfaction of the member.

 All relevant parties must be informed of the delay, the reason for it and how it was responded to.

Corrective action

 Depending on what the reason of the delay was, the responsible parties need to brief all employees and discuss
and determine how a repetition can be avoided.

 Should the issue be serious/ significant in nature and the guest is very dissatisfied, the company’s' complaint
handling procedure must be followed.

KEY POINTS:

 KNOW YOUR PRODUCTS –

price, maker of the product, origin of the product and even a short story behind the product. If the product is a food
item, know the main ingredients and cooking technique so you can be descriptive when suggesting the item. Know
what are the Chef’s specialties.

 DON’T BE PUSHY –

if at any stage of the sales pitch you feel that the guest is reluctant
about your suggestion then it is time for you to forget the pitch and take the order.

 USE PHRASES WITH IMPACT –


it is important to remember that there is a certain way and certain things that can be said to persuade the customer into
buying the product that you are trying to sell. ‘May I suggest?’, ‘Would you care for?’, ‘I can recommend’,
‘Perhaps you would like to try?’

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