Service SOPs
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Service: cold food / wrong dish recovery
sop #service-execution Guest sends back food (cold, wrong, off): server takes the plate immediately, no debate. Notify expo and the lead cook in the...
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Service: food expo coordination
sop #service-execution Expo runs the pass. Tickets fire on KDS; expo calls them out by table number. Server or runner picks up; expo confirms 'this is...
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Service: bread service pacing
sop #service-execution Bread drops at the table within 5 min of seating. Replenish if eaten quickly and table is still pre-starter. Once entrées...
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Service: handheld POS order flow
sop #service-execution Order taken at table on Toast handheld. Fire to kitchen immediately. Send drink order to bar terminal in parallel. Modifiers...
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Service: coursing flow
sop #service-execution Standard 3-course pace: starter delivered ~15 min after order. Entrée delivered ~10 min after starter cleared. Dessert ~10 min...
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Service: coffee and post-dinner service
sop #service-execution Coffee offered after dessert. Espresso, cappuccino, drip — confirm guest preference. Pulled fresh on the La Marzocco....
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Service: firing courses
sop #service-execution Server controls fire timing. Starter fires at order send. Entrée fires when starter is cleared from the table. Hold tickets at...
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Service: modifier protocol
sop #service-execution Standard modifiers in Toast: use them. Non-standard: notes field, verbal confirm with kitchen if it's an allergy or major...
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Service: cocktail delivery flow
sop #service-execution Cocktails to table within 8 min of order. Server picks up at the pass with cocktail napkin under each glass. Tray balanced on...
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Service: extended VIP handoff (beyond intro)
sop #service-execution VIP profile triggers handoff (see sop-service-vip-handoff). Server is briefed before they touch the table. Soigné touches:...
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Service: table turn protocol
sop #service-execution Table leaves. Bus team resets within 4 minutes: clear, wipe, reset silverware/glasses, re-light candle, reposition chairs....
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Service: special request handling
sop #service-execution Guest asks for off-menu. Standard answers: 'Let me check with the chef' (don't promise yet), confirm with kitchen, return with...
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SOP: VIP table handoff
When a VIP-marked reservation arrives: Host confirms the mark, leads them to the table. Host gives a verbal handoff to the section's server and...
