<![CDATA[This study aims to identify and describe the Standard Operating Procedures (SOP) implemented in the Coffee Café Bar service at Mercure Hotels Surabaya Grand Mirama. The final project was developed based on the authors’ practical experience as waitresses at the Coffee Café Bar and was supported by direct observation of the service processes carried out in daily operations. In the hospitality industry, particularly within the Food and Beverage Service department, the implementation of SOPs plays a crucial role in maintaining service quality, ensuring guest satisfaction, and enhancing the professional image of the hotel. The collected data were analyzed descriptively to provide a comprehensive overview of the service procedures performed by waiters and waitresses in accordance with established standards. The findings reveal that the SOP for Coffee Café Bar service consists of several key stages, including welcoming and escorting guests courteously, presenting menus and accurately Taking Orders, preparing and serving beverages according to service standards, checking guest satisfaction during the dining experience, preparing and presenting bills correctly, and delivering a polite farewell as a form of hospitality. The consistent implementation of these procedures contributes significantly to operational efficiency, employee performance, service consistency, and the reduction of service errors while creating a positive experience for guests. Therefore, adherence to SOPs is essential for maintaining service excellence and strengthening the competitiveness of the Coffee Café Bar as one of the prominent facilities offered by Mercure Hotels Surabaya Grand Mirama.]]>
