HOST DEPARTMENT – Up in Smoke 2018 April

Host – SOP 003

Training time 45 min

Department Front OF the House
Report to Head Host & GRO
Job Scope
Host positions is considered to be very important in the Restaurant operations, it holds the key of
organizing the flow of the guest and make sure that whoever walks in to the restaurant are properly
greeted and most of all it is represent the first impression of the restaurant.
1. Make sure that the Host station is clean
and all the files and equipment are well
organized
2. Receiving today reservation list
3. Make sure that the phone is working
OPENING properly.
4. Check and charge the handy talky
5. Communicating all received reservation
inquiries’ ( to floor captain for table
assigning )
6. Prepare the reservations list at 4PM.
1. Stand by at the host table.
2. Always performed a proper grooming
standard.
3. Always perform a good and presentable
gesture.
4. Welcome and greet all guests that arrive at
the restaurant.
5. Receive all reservations made (phone or
OPERATING HOURS direct or Chope), by following all the
reservation guidelines that has been set by
the management. (starting at 10.00 –
24.00)
6. Following every procedure accordingly in
applying all the steps in handling arrivals
guest.
7. Report to the Spv host or manager in
charge regarding any special issue.
1. Clean the host stations and make sure all
the equipment and files are stored
accordingly
2. Fill up the daily log of the whole day host
activity.
3. Collecting and filling all guest comments
received.
CLOSING
4. Make sure to do a handling over procedure
for the next shift ( by log book or direct )
5. Prepare the reservation list for morning
shift.
6. Making daily report regarding
 Number of reservation received
 Number of person by reservation
  Number of person by walk in
 Check list about regular customer
attendance.
 Making notes regarding any special
issue and complain.
 Making a list of regular guest that visits
the restaurant during the day
operational hours.
7. Making sure that the report is sent to the
GM, OM, GRO and PR in charge.

BOOKING PROCEDURE  Follow the chart below.

 Great the guest, introduce yourself

(name) ask if they have a booking.
 If they have a booking refer to the
reservation sheet. (Ask the guest if it is
their first time with us)
 If no booking ask them the number of
ppl, indoor or outdoor, smoking or
non-smoking area. (Ask the guest if it is
their first time with us)
GUEST ARRIVAL  While bringing the guest to the table
make a small chat (Ex. How was your
day)
 Once the guest seated please give the
menu and inform the guest about the
Non-available items on the menu.
 Before leaving the table let them know
that a waiter will come to introduce
himself and take care of them.
 Return to host desk.
 1. A . HANDLING RESERVATION FLOW CHART BY PHONE
Handling Reservation by phone

Incoming call

Ask for details (Date, Day,

Greeting Checking in reservations list
Time, and Pax)

Available! Not Available!

Ask for Full Name, Phone Apologize and offering

Number, & Email Address an available time

Inform about dress code

policy and hold 30 minutes Ask for Full Name, Phone
for their table. Number, & Email
Address

Repeat the reservation

Inform about dress code
policy and hold 30
minutes for their table
Input the reservation in
CHOPE System

Repeat the reservations

Input the reservation in

CHOPE System
 1. B. SOP HOW HANDLING RESERVATION BY PHONE
Phone Courtesy
Objectives
1. Creating a same standard in receiving
any incoming call to the restaurant
2. A sign of a professionalism and
service attitude
Available Table
1.Creating a same standard inhandling
the walk in guest.
2. Creating the same standard that
willprovide a necessary data for the
operational.
3. Make sure that all the guests who
are willing to wait treated fairly.
4. Creating a well organize procedure
in controlling the customer flow.
5. Make sure that there are no
mistakes in serving the first come
guest.
6. Minimize inconvenience and bad
experience.
NOT AVAILABLE
Procedure
1. Pick up the phone within 3
(three) rings
2. Use a smiling tone and a proper
pitch
3. Use the company’s standard
greeting
4. Always reply “yes” by using “
certainly “
5. Always inform the guest before
putting them on hold
6. Make sure not to put the guest
on hold for too long.
7. Thank them for waiting after
putting them on hold for
checking the available table.
1. Giving sincere smile
2. Greet the customers with
3. smiling tone.
4. Ask for Completed Name, Phone
Number, and Email.
5. Ask for Table Preference
6. Repeat clearly
7. Inform house regulations & End
the conversation
8. Write down all the details to
reservation form in the
computer
9. Input the reservation in the
Chope System
Standards
1. Company’s standard greeting
Thank you for calling Up in smoke
Jakarta, Tia Speaking how may I help
you?
2. Ask for Date, Day, Time and Pax
When and what time you would like
to make a reservations Madam/Sir?
How many persons Madam/Sir?
3. Before putting them on hold
One moment Madam/Sir, let me
check first. I will put you on hold.
4. After putting them on hold
Thank you for waiting Madam/Sir.
5. Ask for Complete name, Phone
Number and Email Address (if
possible)
May I have your complete name /
Phone Number / Email Address,
Madam/Sir?
6. Ask for table preference
Would you like to be sit in the
smoking or non-smoking area?
7. Repeat Reservation
I will Repeat your reservation on 27th
of February at 7PM for 2 persons
under name of Mr. William
Armstrong in the smoking area and
your phone number is 081208129900
is confirm.
8. Inform about house regulations.
We would like to inform you that we
will hold 30 minutes for your
reservation and our dress code policy
is smart casual attire. Is there
anything else Madam/Sir?
9. End the conversation.
Thank you for making a reservation
in Up in smoke Jakarta and looking
forward to seeing you.
Objectives
1. Creating a same standard in handling
any reservation made by phone
2. To create the same standard that will
provide a necessary data for the
operational
Procedure
1. If the table at requested time is
unavailable, inform the guest and
offer them an available time
2. Ask for Completed Name, Phone
Number, and Email Address.
3. Ask table preference
4. Inform house regulations.
5. Repeat clearly & End the
conversation
6. Write down all the details to
reservation form in the computer
7. Post the reservation in the
reservation recording system
Standards
1. If time is unavailable & offering in
available time.
"We're sorry to inform you
Madam/sir, but we are fully
reserved for the time you
requested. But we have a table
available at ……..pm would you like
me to put your name in?
2. Ask for Name, Phone Number, and
Email Address.
May I have your complete name /
Phone Number / Email Address,
Madam/Sir?
3. Ask for table preference
Would you like to be sit in the
smoking or non-smoking area?
4. Repeat Reservation
I will Repeat your reservation on
27th of February at 7PM for 2
persons under name of Mr. William
Armstrong in the smoking area and
your phone number is
081208129900 is confirm.
5. Inform about house regulations.
We would like to inform you that
we will hold 30 minutes for your
reservation and our dress code
policy is smart casual attire. Is
there anything else Madam/Sir?
6. End the conversation.
Thank you for making a reservation
in Up in smoke Jakarta and looking
forward to seeing you.
 2. A. HANDLING WALK IN GUEST FLOW CHART
Handling Walk In Guest

Guest Coming

Make sure they Checking in

Ask for how many do not have a reservation list
Greeting person? reservation

Yes I have! No, we haven’t!

Ask for Details reservation (Complete Ask for Completed Name

name or Phone number) and Phone Number and
table preference

Checking in reservations list

Checking for the
available table
Repeat the reservation

Available No Available

Escorting the guest

Escorting the guest
Apologize and offering to
wait at bar area

Input the reservation in

Chope System
 2. B. SOP HOW TO HANDLE WALK IN GUEST
Yes, I have Reservation
Objectives
1. Creating a same standard in
handlingthe walk in guest.
2. Creating the same standard that will
provide a necessary data for the
operational.
3. Make sure that all the guests who
are willing to wait treated fairly.
4. Creating a well organize procedure
in controlling the customer flow.
5. Make sure that there are no
mistakes in serving the first come
guest.
6. Minimize inconvenience and bad
experience.
Procedure
1. Greeting with smile tone and
smile face.
2. Ask for the details about the
customer (complete Name, Phone
Number), If the name given is not
in the list, politely ask for any
other possible name use to make
the reservation. If the name given
is still not in the list, ask for the
reservation details ( Number of
person, time of reservation )
3. Check the remarks on special
request.
4. Confirming all related details
5. If the table is ready and the guest
wants to go for the table proceed
with Escorting procedure
Standarts
1. Greetings
Good (Afternoon / Evening)
madam/ sir Welcome to Up in
smoke.
2. Aks how many persons
For how many persons Madam
/Sir ?
3. Make sure they get the
reservation
 Have you made any
reservation ?
 May I have your complete
name, Madam/ Sir?
 May I have your phone
number, Madam/Sir?
 May I know for what time is
your reservation?
4. Confirming all related details.
Yes Mr. William Armstrong, we
have been expecting you, it’s a
reservation for 4 at 19.00 and you
requested in the sofa at smoking
area.
 No, I Don’t Have Reservation
Procedure
. 1. Ask for the guest name
2. For how many person ( start using
the name )
3. Always be aware with the
restaurant condition, and
reservation status.
4. Always refer to the manager for VIP
and regular customer.
5. If a table with a limited time is
available, inform it as an offer
(please be considerate on the
length of table usage towards the
next reservation)
6. Offering waiting list
7. If he guest is willing to wait
Continue to waiting list Procedure.
8. Don’t forget to move them when
the table ready.
Standards
1. Ask for they name.
 May I have your complete
name?
 May I have your phone
number?
2. Table with Limited time
available
 Happy to inform you that we
have a table available right
now, but we will need the
table back at…….pm, will that
be alright for you
Madam/Sir?
 Happy to inform you that the
table available now until …, is
that be alright for you
Madam/Sir?
3. Offering waiting list
Unfortunately your table still in
waiting list around … minutes
would you like to wait in our Bar
area first Madam/Sir?
4. Escorting to the guest.
Hi Mr. … Happy to inform you,
that your table is ready, would
you like to seat now?
 Waiting List Procedure
Objectives
1. Making sure that all the guests who
are willing to wait treated fairly.
2. Creating a well organize procedure
in controlling the customer flow.
3. Making sure that there are no
mistakes in serving the first come
guest.
4. Minimize inconvenience and bad
experience.
Moving Table Procedure
Objectives
1. Creating zero chances in having a
skip billing or uncharged item.
2. A part of making a communication
that creates a control towards the
guest.
Procedure
1. Inform the guest about the
restaurant condition.
2. Inform the guest how many names
are in the waiting list
3. If the guest is agree to wait, write
down their names, phone number
and number of person in the
waiting list
4. Show the bar / lounge area and
inform the server about the guest
status
5. Always updated the guest in every
15 minutes regarding their waiting
list status.
Procedure
1. Check to the server or bartender
for the standing bill of the guest; ask
the standing bill to be printed.
2. Ask the server to help the guests
with their drinks ( use a tray &
deliver it to the table
3. Give the printed standing bill to the
leader and leader will sign the bill.
4. Leader in charge will move the bill
to the new table number ( raptor)
and informing by HT about moving
table (take care food and drink)
5. Oper handle to the server regarding
the table details
Standards
1 informing restaurant condition:
We are sorry to inform you that
we are currently full, if you don't
mind I will put your name in the
waiting list.
2 Informing how many names are
in the waiting list:
We currently have 2 names in
the waiting list, if you are willing
to wait i will put your name in
the waiting list.
3 Show the bar area / lounge
area:
Our bar / lounge is right over
here (show the bar / lounge
area) you can wait at the bar /
lounge and we will inform you
as soon as we have table ready
for you.
4 Update the guest:
Excuse me Mr..... i would like to
inform you that your name is on
our next available table.
.
Standards
1. Info to the customers if that
table ready or not yet:
Excusme madam/sir, im happy
to inform you that the table in
the non smoking area is ready
now, would you like move to
your table now ?
2. Make sure the customer not
brings they glass:
Let me take care of your drinks
ma'am/ sir ?
 3. A. NO SHOW AND LATE COMING FLOW CHART

Call the customers 15 minutes after time reservation , make sure they will
come or not.

If they answer your call If they are not answering

to the call

Reminding about their

reservation and we will Wait for the customers until
IIUUI
hold the table for 30 time hold reservation ends,
minutes from proceed with sending a
reservation time. message.

If they are late , make sure Due to a no respon of direct call :

how long will they be late
Dear Mr. Daniel,

Warm regards from Up in smoke

Check the reservation list and Jakarta,
and the waiting list , help
them if possible. We are sorry to inform you that your
reservation for 4 persons at 7 PM in
the non smoking area has been
released. We will be happy to
welcome you as our walk in guest.

Thank you,

Agistina
 3. B. SOP HOW TO HANDLE NO SHOW AND LATE COMING
Objectives
1. Minimize the miscommunication
between the host and the guest.
2. Showing a care and attentive
service towards the guest
reservation
3. Reminding the guest about their
reservation
4. Informing the guest of the following
action that we are going to make
regarding the reservation.
Procedure
1. If at the time of reservation the
guest haven’t showed up, make a
phone call by using the available
contact number
2. Remind them about their
reservation
3. Inform the guest that we are willing
to keep the table for 30 minutes
only.
4. If the guest says that they are going
to be late, please ask the details of
how long that they going to need to
reach the restaurant
5. If the guest is going to be late for
more than half an hour, please
inform them that the table will be
given away and we will put them in
the waiting list (help them if
possible)
Standards
1. Remind them about their
reservation
Good Evening Madam / Sir, I’m
calling from Up in smoke,
reminding you about your
reservation for 8 o’clock tonight.
2. If the guest is going to be late for
more than 30 minutes.
I’m afraid we could only hold the
table for 30 minutes, and after that
we will have to give the table away
if you like I could put your name in
our waiting list priority.
3. Informing the next available table
Our next table available will be
around 9.30, but you can always
have a drink at the bar while you
wait.
 4. A. RECALL ON TABLE WITH LIMITED TIME FLOW CHART

Check with the server incharge if ..

1. They still waiting for any order

2. Have they aks for the bill or not.

If the bar area available

If the bar area not available

Remind the customers about

second reservation is waiting for Remind the customers about second
the table and we have prepare the reservation is waiting for the table and
spot at the Lounge we have spot to standing at the
Lounge

Yes No

Help them Help them Yes No

to move with the bill
Help them to Help them
move with the bill

4. B. SOP HOW TO HANDLE RECALL TABLE WITH LIMITED TIME

Objectives Procedure Standards

1. Reminding to the guest about
second reservation that has been
made for the table
2. Making sure that the informing
process is done correctly (the right
way and words)
1. Make sure the table is done with
serve inchas in that section.
2. Have to aks customers about
everything
3. Use a proper tone
4. Use a proper way
5. Try to talk personally to the host.
(by taking a closer distance)
6. Please remember that this is an
informing procedure not trying to
kick the guest out.
7. Help them to the bill if they willn’t
to contining at the bar.
1. If the bar available
Excusme madam/Sir. I’m sorry to
distrube you, how is everything ?
I’m sorry to inform you that the
next reservation for this table is
waiting. We have prepare a spot
for you and your friends at the bar,
i hope it’s alright if i move you to
the Lounge.
2. If the bar not available.
Excusme madam/Sir. I’m sorry to
distrube you, how is everything ?
I’m sorry to inform you that the
next reservation for this table is
waiting. I hope it’s alright if i move
you and your friends to standing at
the Lounge ?
3. Help them to the bill.
May i help with your bill ?
 HOST DEPARTMENT
Supervisor Host

Job Title Supervisor Host

Department Front OF the House
Report to Guest Relation Officer, and
General Manager
Job Scope
Host positions is considered to be very important in the Restaurant operations, it holds the key of organizing
the flow of the guest and make sure that whoever walks in to the restaurant are properly greeted and most
of all it is represent the first impression of the restaurant.
1 Make sure all preparation from host is
done
2 Checking reservation in Chope system
3 Make sure that the phone is working
properly
OPENING
4 Check and charge the handy talky
5 Communicating all received reservation
inquiries’ (to floor captain for table
assigning)
6 Attend the briefing at 10AM (TBC)
1 Stand by at the host table.
2 Always performed a proper grooming
standard.
3 Always perform a good and presentable
gesture.
4 Welcome and greet all guests that arrive at
the restaurant.
5 Receive all reservations made (phone or
direct), by following all the reservation
OPERATING HOURS
guidelines that has been set by the
management. (starting at 10.00 – 24.00)
6 Follow up big group reservations.
7 Make the function order for big group or
special event.
8 Report to the GRO or PR, Manager in
charge for special issue.
9 Prepare the reservation list for dinner time
at 15.45, print in office.
1 Fill up the daily log of the whole day host
activity.
2 Full fill the monthly regular list, collect
good spend and guest competence details
(bills)
3 Make sure to do a handling over procedure
CLOSING
for the next shift ( by log book or direct )
4 Prepare the reservation list for morning
shift.
5 Making sure that the report is sent to the
Operational Manager and Manager in
charge, GRO and PR.
 5. A. BIG GROUP RESERVATION FOW CHART

Ask for the date,

INCOMIN CALL or Phone Courtesy or day, time and Checking of
DIRECT VISIT Standard Greeting complete name, & Reservation List
total of person Greeting VISIT

Closed for Public (GRO / PR)

Only for big group (Supervisor Host)

If the table not available If the table available

Apologize & Offer an

available time or Offerto Ask for contact number, email address, type
sister outlets (Up in smoke / of event, & Special request.
One Eyed Jack)

Ask for contact number, email address, type *informing big group / closed for public
of event, & special request. policy

Tell to the guest that this reservation not

*Informing big group / closed for confirm yet (will follow up by GRO / PR –
public policy if the reservation for closed for public
event)

End Conversation
End Conversation

Distribute information
to Supervisor / GRO (if Distribute information to Supervisor /
they don’t in restaurant GRO (if they don’t in restaurant just
just send message to send message to WhatsApp group)
WhatsApp group)

Input to big group book Input to Big Group

Book
5. CLOSED FOR PUBLIC POLICY
DETAIL EVENT :

1. Name or company name

2. Contact number and email address
3. Day/date and time
4. Total participant
5. Concept of Event
4 invitation from any media (if press conference)
5 Special request :
a. Band
b. DJ
c. Decor
d. Stage or booth
e. Photo Stage
6 Hand over the information to Owner, GM, OM, Marketing.

5. C. GUIDELINE HOW TO HANDLE BIG GROUP OR CLOSED FOR PUBLIC

Group Reservation Policy

1. Be very careful in taking any special request from guest (use the restaurant policy or
guidelines and always refer to GRO or Manager before approving the reservation especially
close for public)
2. Repeat the guest reservation equally.
3. For reservation consist 12 pax, it is advisable to have the set menu or picnic menu.
4. Informing them the capacity of the bill assigned (to prevent the guest from exceeding the
number of person in adding the number of people upon arrival)
5. The agreement process that concerning banquet has to be handled directly by GRO / Leader
Host.
6. A selection of set menu, food menu, wine menu will be send by Supervisor Host, GRO & PR
(CC GRO & PR)
7. An arrangement of menu selection will be made under the advice of Kitchen team.
8. An arrangement letter will be made after the menu has been set and the guest had been
transfer down payment, min. H-3 (especially close for public 2 weeks before).
9. When we received the down payment supervisor host will send email to accaounting about
the deposted (CC Manager Office, Manager restaurant, General manager GRO & PR)
10. Supervisor Host will make a BEO from advice by GRO
11. Host will distribute the BEO and all head division will sign in BEO distribute book
12. Supervisor host should send BEO to General Manager, GRO & PR.