NATHANIEL’S In House DELIVERY SOP

OBJECTIVE: To be able to add and increase daily sales by the new Project Delivery, while giving exceptional
guest satisfaction, by meeting the guest expectations and meeting the promised time of delivery.

In Charge: Restaurant Manager, Delivery Supervisor, Order taker, Assembler and Dispatcher, Rider, Cashier

Operational Procedure:
Same day order and delivery:
Note: Order taking on the day of delivery is from 9am-5:30pm only
1. The order taker will answer the phone call/text using the spiel:
Call: “Good morning/afternoon, thank you for calling Nathaniels
Delivery Service, I’m (name of order taker) how may I help you/ May I
get your order?

Text: “Good morning/ afternoon, this is (name of order taker) Thank

you for choosing Nathaniels delivery for your meal, your orders total is:
________ would you like to have additional orders? / would you like to
try our (do suggestive selling) it’s a good partner for your order…. “

2. Employee Spiel for suggestive selling/ upselling

- “mam/ sir just for confirmation, your orders are (state the guest
order), would you like to try our:
1. offer dessert/ pastries if they have rice meal orders
2. Offer kakanin items if they don’t have kakanin orders
3. Offer bread products and other frozen items
4. If they order medium bilao, try to upsell it to large bilao order (“
mam/sir would you like to upgrade your bilao order to Large,
difference of php100 lang po and good for 8-12pax”)

3. After repeating of orders, Instruct the guest that we will update

him/her if there are orders not available on the time of delivery. Do
suggestive selling, repeat the additional order and special instructions if
there are any
 4. Ask for the guest name and details:
Name, Address location, and if the number he/she using is personal or
company number (for reference purposes), ask the name of the person
who will receive the orders.

5. Ask for the delivery time. Confirm the location and time to the guest.
6. Ask the guest if they have discounts ID’s that may be used for the
transaction, if there are available ID’s, ask for the ID details. Inform the
guest that we will update them regarding their orders if all are
available on the time of delivery. Total the amount of advance order,
with or without discount and inform the guest for their total bill via
text message or phone call.
7. Remind the guest about their order delivery time after you have
informed them about the amount, don’t forget to remind them to
present the discount id for validation purposes.

8. Order taker spiel: “Thank you (name of guest) for choosing Nathaniels
for your food orders, were happy to serve you! See you tomorrow!”

9. The order taker will post the order to the board and organize the
orders by the time of delivery. The order taker will inform the
inventory clerk regarding the order so that the order may be posted on
time

Before the time of delivery:

1. The delivery Supervisor will instruct the cashier to punch and total the
amount (include discounts if applicable). The Supervisor/ order taker
will inform the guest for the total amount and ask if they will need a
change for the guest’s bill.
 2. The cashier will punch the order and give the original receipt to the
assigned rider. The supervisor will then reprint a copy of the receipt
while waiting for the payment. The supervisor will also give the change
to the rider in charge. The rider needs to acknowledge the receipt and
change.

3. The supervisor will then log on the logbook the pending delivery and
amount.
Details needed is Name-Address/location-contact number-product
total-change (if any)-time dispatched-time the rider arrived from
delivery-rider signature-paid/unpaid (note)

4. The assembler and rider will prepare and double check the orders for
delivery, and place the orders on the delivery bike/ service vehicle.

Rider Delivery Spiel:

 1. SMILE & GREET THE CUSTOMER (Introduce yourself and greet the
customer)
a. “ Magandang Umaga / Tanghali / Hapon / Gabi Nathaniel’s Delivery
Service Ako si (name of rider)
b. Verify customer’s information
“Dito po ba nakatira / nagtatrabaho is Mr. / Ms. (name of customer)
c. Ask some question from order slip that will verify that rider is talking to
right customer
“Ma’am / Sir Maari ko po ba malaman ang telephone number na ginamit
sa pag order sa Nathaniels Delivery”

2. PRESENT THE ORDER

a. “Ma’am / Sir eto po ang inyong order (state each order) complete na po
ang inyong order”
b. “Eto rin po ang inyong request na extra condiments”
3. STATE THE TOTAL BILL IN A CLEAR VOICE
a. “Ma’am / Sir ang total bill po nila ay ______ at inyo po sukli ay _____
(state the amount if applicable)
b. Ask customer to sign order slip and indicate receive time
c. “Ma’am / Sir maari po ba ninyo isulat ang (time) at paki sign ang aming
order slip” (if customer refuse to sign indicate RTF in order slip”

4. SMILE AND THANK THE CUSTOMER AND ASK FOR REPEAT BUSINESS
a. With a sincere voice and gesture, smile and thank customer.
b. Invite them to repeat business in a polite manner.
c. Show additional interest like, “Have a nice day”, “Happy weekend”,
etc.
“Ma’am / Sir Maraming salamat po sa order sa Nathaniels Delivery service
and please call us again”

Cash/ Payment Remittance Procedure:

1. The rider will secure the payment to his belt bag

2. When the rider arrives at the store, he will then go straight to the Delivery
Supervisor to report his delivery assignment

3. The Supervisor will then get the reprint copy of receipt from the cashier
and ask the rider for the payment

4. The rider will now endorse the payment to the delivery supervisor, both of
them will do counter checking of the amount handled (if incomplete/short,
the rider will be charged for the shortage and is required to pay the short
amount within the day)

5. After the supervisor confirms that the amount is complete, he will then pay
the bill to the cashier.

Note: Only the supervisor is allowed to hand-over the payment to the

cashier
 6. The supervisor will then note the pending delivery at the logbook as paid

No. Of checkbox missed: _____100%to pass Date: _______________________

Crew Name: ________________________ Manager: ____________________