Order Taking Process

Changing lives one order at a time

Make sure there is at least one Team Member facing guests at all times, and cease any conversations with fellow Team Members when a guest approaches. A guest’s order must be taken within 2 minutes of when guest enters the line.

Receiving Order at Front Counter

1. Create eye contact and share a smile with each guest who approaches the counter.

2. Greet guest and determine whether guest will dine in or carry out.

3. Ask for guest’s order.

Remember, it is important to avoid making guest feel rushed and to show a genuine interest in what guest is saying at all times.

4. Enter order into register.

5. Confirm order. Read order to guest before pressing Tender button on register.

6. Record guest information. Press Tender button to access Guest Info screen and then include the following guest information:

• Dine-In Guests – Use pre-set buttons on Guest Info screen to enter table marker color and image (e.g., YELLOW WRAP).

• Carry-Out Guests – Use pre-set buttons on Clothing Shortcut screen to enter 2 descriptors (e.g., blue shirt, glasses).

Guest information will assist Server in locating and greeting guest if meal needs to be delivered.

7. Record guest’s name if it is a practice in your Restaurant to use guest names.

8. Relay order total.

9. Receive payment according to procedure.

10. Fulfill beverage order.

This is an ideal time to connect with guest to make the interaction personal and to allow time for order to be fulfilled.

11. Ask for guest’s choice of dipping sauces, if appropriate for the meal.

12. Prepare dipping sauces (if appropriate) as follows.

• Dine-In: Meal Ready – Place dipping sauces on tray.

• Dine-In: Meal Not Ready – Place dipping sauces

in table marker.
• Carry-Out: Meal Ready – Place dipping sauces in bag.

• Carry-Out: Meal Not Ready – Hand dipping sauces directly to guest.


13. Hand meal to guest or give clear direction as to where guest will receive the meal. Then make an appropriate closing statement by thanking the guest.
• Dine-In: Meal Ready – Hand tray (with dipping sauces,

if appropriate) to guest.

• Dine-In: Meal Not Ready – Hand table marker (with dipping sauces, if appropriate) to guest. Inform guest that meal will be delivered to table.

"Taylor, here is your table marker with dipping sauces. Please place it on your table and we will deliver your meal to you shortly. Thank you for dining with us."

• Carry-Out: Meal Ready – Con rm order and then hand bag (with dipping sauces, if appropriate) to guest.

• Carry-Out: Meal Not Ready – Hand dipping sauces (if appropriate) to guest. Inform guest that meal will be delivered in pick up area, and gesture toward pick-up sign. If there are many dipping sauces (e.g., 4 or more), it is best to package them in a salad kit bag).

15. Maintain eye contact until guest turns away. This helps to indicate that you genuinely care and desire to serve.