Customer Service SOP Template for Restaurant

# Customer Service SOP — Restaurant **SOP Number:** REST-CS-001 | **Version:** 1.0 | **Department:** Front of House ## Purpose To ensure every guest receives consistent, high-quality service that exceeds expectations and drives repeat business. ## Scope Applies to all front-of-house staff including hosts, servers, and managers. ## Roles & Responsibilities - **Host/Hostess:** Greet guests, manage waitlist, seat parties - **Server:** Take orders, deliver food, handle payments - **Manager:** Handle escalated complaints, ensure standards ## Procedure 1. **Greeting (within 60 seconds of arrival)** - Smile and make eye contact - "Welcome to [Restaurant Name], how many in your party?" - Check reservation or add to waitlist 2. **Seating** - Guide guests to clean, set table - Present menus and specials - Introduce server within 2 minutes 3. **Order Taking** - Repeat order back to confirm accuracy - Note dietary restrictions - Suggest upsells naturally (specials, drinks, desserts) 4. **Food Delivery** - Deliver within promised time - Announce each dish - Check back within 2 minutes 5. **Complaint Handling** - Listen without interrupting - Apologize sincerely ("I'm sorry that happened") - Offer solution (replace dish, comp item, discount) - Escalate to manager if unresolved 6. **Check & Departure** - Deliver check promptly when requested - Thank guests by name if known - Invite return visit ## Quality Checkpoints - Guest greeted within 60 seconds ✓ - Server checks back within 2 minutes of food delivery ✓ - Zero unresolved complaints leave the building ✓ ## KPIs - Guest satisfaction score: >4.5/5 - Table turn time: <90 minutes (lunch), <120 (dinner) - Complaint rate: <2% of covers