The latest and most complete version of hotel etiquette training in 2022 (full text 6000 words)
01
Food service process
1. Welcome guests
You should greet the guests with a smiling face, naturally and kindly: “Hello! Welcome! Do you have a reservation?” Take the initiative to step up to help guests get drinks, bulky items, etc.
2. With bit
According to the different circumstances of the guests to introduce them to the seat. Seats should be arranged to meet the requirements of the guests as much as possible. If the seat has been occupied by the guests who arrived first, the waiter should explain and apologize, seek understanding, and recommend other seats that are more satisfactory to the guests.
3. Pull chair
When guests approach the table, the waiter should open the chairs with both hands in the order of female guests first, male guests first, then general guests first, and greet the guests to take their seats; while the guests are seated with their knees bent, they should gently push up the seats so that the guests can sit down. OK, sit tight.
4. Ask for tea
When serving tea to guests, do not touch the mouth of the cup with your hands. Take the initiative to recommend and let guests make choices, wait patiently, and not rush, so that guests have time to consider.
5. Order
When ordering, hand over the menu respectfully, don’t throw the menu on the table at will, take a good paper and pen to record at any time. If the guests are hesitant, the waiter should be a good counselor and warmly introduce the varieties and characteristics of the dishes. After ordering the dishes, ask the guests if they want drinks, or help them to open their own drinks. Attention should be paid to language art, politeness and euphemism, and do not force or force recommendations, so as not to arouse the disgust of the guests. If the dishes ordered by the guests are out of stock, they should politely apologize and ask for understanding. If the dish ordered by the guest is not on the menu, do not refuse it. You can say: “Please allow me to discuss with the chef and try to meet your requirements.” When the guest orders, the waiter should smile and lean forward slightly. Relying on the back of the dining table and chair, you can’t put your hand on the back of the dining table and chair, listen carefully, record accurately, and avoid mistakes.
6. In-room service
Service should be warm, meticulous and thoughtful. Pour wine and food for guests to pay attention to procedures. When serving dishes, your fingers should not touch the dishes. Each dish should be named and briefly introduced, and you should not spit when you speak. When pouring wine, fingers should not touch the mouth of the wine glass, and the degree of pouring should be determined according to the different types of wine. If guests accidentally drop tableware, they should be replaced with clean tableware quickly, and they should not be wiped in front of the guests. At work, you must answer the call of guests at any time, and you cannot leave your post or chat with others without permission. Guests smoking, should take the initiative to come forward to light. If a guest’s belongings fall on the ground accidentally, they should take the initiative to help pick them up and hold them with both hands. The guests should be treated equally, and the business should be courteous regardless of its size. During the holidays, we would like to extend our holiday greetings to every guest. It should be cleaned after all the guests have left, and it should not be rushed.
7. Pay for delivery
When checking out, the bill should be spread out and handed to the guest face up. After the guest pays the bill, ask the guest if they need an invoice and the first name of the invoice. After the guest gets up, the waiter should pull out the seat and remind the guest not to forget their carry-on items. Help guests wear coats and hats, and say goodbye to guests at the door of the restaurant: “Goodbye, and welcome again.”
02
Employee Grooming Requirements
Restaurant waiters have to deal with food and utensils, so there are strict requirements on the personal hygiene of waiters. They should wear clean and tidy uniforms, take baths, get haircuts, cut nails, shave, brush their teeth, wash their hands frequently, do not wear jewelry, do not wear heavy makeup, and do not comb shawls and hair. Do not pick ears, teeth, hair, yawn, or nostrils in front of guests. If you have to sneeze or cough, you should turn your back, cover your mouth and nose with a handkerchief, and apologize to the guests. Impress your guests with dignity and hygiene.
Service staff should not smoke or chew gum during work. Politeness, kindness, helpful attitude and moderate tone of speech can enhance the beauty of waiters. The restaurant staff must be kind when serving, and they must be very careful when dealing with others. In the event of an accident, remember to be patient, resolve any disputes with a sincere attitude, and follow the principle of “customer first”.
Pre-meal preparations Know the reception objects of the banquet, the number of guests, the identities of the guests, the time of the seats, the arrangement according to the reservation, the dietary requirements of the guests, and especially any special requirements. Familiar with the contents of the menu and the order of serving, master the characteristics and service procedures of each dish. Set up the banquet table, highlight the main seat, and prepare the necessary items for the banquet room.
The in-room service greets guests politely and guides them to their seats. Hand the napkin to the guest.
Ask the guests what kind of alcohol to drink. Pour tea for guests. Remove the chopstick cover for the guest, open the mouth cloth and hand it to the guest. Pour drinks and drinks for guests. Remove excess cutlery and cups. After obtaining the consent of the guests, notify the kitchen to serve dishes. Serve dishes for guests, introduce the names of dishes, and take the initiative to divide dishes for guests according to their needs. Remove empty dishes on the table in time, and replace bone dishes and ashtrays for guests. After the guests have finished their meals, serve desserts or fruits for the guests and clear the countertops. Ask the guest if they need anything else and are satisfied. Guests check out, hand over the bill. Pull the chair out of the seat for the guest and see off the guest.
The cooperative spirit of the waiters: the staff of the restaurant must be serious and responsible and cooperate quickly, which can make the work smoother. Waiters should not only be able to do their jobs happily, but also should be able to detect and understand the difficulties of colleagues, and immediately know where and how to assist colleagues. It is necessary to gradually develop a tacit understanding among colleagues, which can make work more efficient.
The honesty and courtesy of the waiters: colleagues working in the restaurant must respect each other and help each other; abide by the rules of the restaurant, do not deceive guests, and be polite and considerate. In this way, when serving, it will win the favor of customers. As long as you pay attention to cultivating the skills that catering practitioners should have, the business of the restaurant will be better, and the purpose of the restaurant’s profit can be achieved.
03
The psychology of serving customers
How to convey positive and effective information to customers through behavior in the service process requires us to adopt personalized service to meet the needs of different customers and achieve service effects that exceed customer expectations, so as to obtain customer satisfaction, retain customers, and win customer loyalty. state. So, how can we “exceed customer expectations”? Below, we discuss how to win customer loyalty through individual behavior (ie, personalized service) from eight aspects.
1. Greet customers as you would
Wardy Allen once said that when customers come, the business is 80% successful. In terms of customer service, 80% of the success is to treat the visiting customers as if they were their own. Therefore, we require service staff to provide timely greetings and conversations as soon as customers enter the restaurant, so that customers feel welcome.
2. Praise candidly
Everyone loves to hear other people’s sincere compliments. Spending a few seconds to say something compliment to customers can effectively increase the friendship with customers. Some employees, embarrassed to praise others, let themselves develop the habit of praise, which will quickly change your personal relationship and establish a harmonious and pleasant atmosphere of service and service with customers.
3. Address by first or last name
A person’s name is his or her favorite sound to hear. When appropriate, introduce yourself to customers and memorize the names of some important guests, you will find unexpected and effective results in your work. However, it is not advisable to get too close and too close.
4. Learn to talk to customers with eyes
In situations where you can’t speak out loud, you can make eye contact and tell the customer about your willingness to serve him. But the reasonable arrangement of time is very important. We recommend the 10-second rule, even if you’re busy executing another person, make eye contact with the customer within 10 seconds.
5. Say “please” and “thank you”
It seems like a cliché. “Please” and “Thank you” are important words to build a close relationship with customers and gain their loyalty. They are indispensable words in service. It’s easy to say and worth the effort.
6. Listen to the opinions of customers
Few people can really listen to other people’s criticism. In fact, the technique of listening to criticism offers the best chance of exceeding expectations. It’s important to listen to others because some of the best ideas come from others’ criticism of you. To be a good listener, you must first develop an attitude that is receptive to criticism and a method of listening to opinions. Always keep the customer at the center of your attention; let the customer clarify the situation so they fully understand their needs. Instead of showing a hostile attitude, ask questions in a sincere, casual manner. All in all, it is important to get feedback from customers to better assess their expectations.
7. Smile
As the adage goes: “You can’t have full work attire without a smile on your face”. But more importantly, it tells customers that they are in the right place and in a friendly environment. Show your sincerity to people with your eyes and mouth, and express your delight at the arrival of customers.
8. Appreciate others
Understand the diversity among people. We treat our customers well and make them feel friendly.
04
Posture and language in service
Body Language - Service Skills To be a good service provider, you must first be a good communicator. The waiters deal with the guests all day long, and communication is inseparable from time to time. In the service process, the methods often used to communicate with customers are listening, speaking, writing and body language. Body language is body language. Your every action, every look and facial expression will affect the perfection of every communication process between you and your guests. Body language, also known as visual communication, occupies 55% of the information in the communication process, including gaze, body posture, gestures and facial expressions.
About eyes Looking at each other with eyes during the communication process is the most powerful way of body language communication. When you use eye contact during communication, you’re actually saying, “I’m interested in you, and I’m following you.” Eye contact is showing respect for the other person. On the other hand, when you avoid eye contact, you will generally think that you are not sure about yourself, you are panicking, or you don’t care about them, etc., so you will have a negative impact. Using eye contact as a waiter shows that you are confident and caring about the person you are speaking to.
About the posture of the body The posture of the body will also send out a very clear message anytime, anywhere. For example, when you stand or walk, your chest is slumped, you are listless, you are telling the guests that you are tired, lacking self-confidence or bored, which will leave a bad impression on the guests, affect the overall image of the hotel, and then affect the company as a whole. image. The attitude of the waiter should be unrestrained and confident, appear to feel good about themselves, and be confident in their work.
About gestures and movements Gestures and movements include the movements of your hands, arms, shoulders and even your head when you speak. With the help of gestures, movements can help you explain the problem or support your statement. Gestures can add information and changes, and can reflect whether a person’s self-cultivation and psychological quality are good. For example, waiters fiddling with hair, biting lips, etc. will make people feel that you are feeling unnatural or too casual, which will make guests feel uncomfortable. Doubt arises.
Regarding facial expressions. Your facial expressions show your attitude to a large extent. Most people pay attention to each other’s expressions when communicating. They can tell from your facial expressions whether you are happy or sad, angry or confused. Facial expressions are very natural things, and rigid facial expressions are unacceptable. Facial expressions don’t always match words, and when inconsistencies arise, people tend to trust facial expressions, not your words. This shows that facial expressions play an important role in the communication process.
05
Restaurant waiter on-the-job training
On-the-job training content for restaurant waiters The content of on-the-job training for restaurant waiters mainly involves the following aspects:
Greet the guests in the assigned post, pay attention to the dining situation of the guests, obey the assignment of the boss, and provide the guests with good service.
Do a good job in accordance with the work procedures and standards, such as changing the tablecloth, setting the table, clearing the tableware, preparing the tableware and doing a good job of cleaning and sanitation.
Go to the warehouse to collect daily necessities on time every day (by the foreman or accept the foreman account).
Understand the daily supply of dishes and drinks so that they can be introduced to the guests.
Serving the guests, dividing the dishes, pouring the wine, changing the tableware, and serving the guests to eat.
Pay attention to the dishes ordered by the guests. Try to help guests to solve all kinds of problems in the dining process. If you can’t solve it yourself, you can report it in time and ask the foreman.
Try to avoid damage to the utensils, handle with care, and make yourself responsible for your work.
Responsible for the finishing work after the meal, clean and hygienic on duty, and leave work after handover.
06
Service operating procedures between waiters
1. Stand guard
The post in charge stands guard, greets the guests with a smiling face, assists the guest to arrange the guests to sit, and bows slightly and says: “Sir/Miss, hello, welcome!”
2. Say hello
When a guest enters the restaurant, the guest should take the initiative to ask the guest “Hello, sir/madam! Welcome, do you have a reservation?” When the guest answers, he asks, “What is your surname, sir?”
3. Lead the seat
After bringing the guest to the seat, pull up the chair and please sit (and make a please gesture). He handed the recipe to the guest with both hands and said, “Mr. **, this is our menu.” Then he asked the guest: “Hello, what kind of tea would you like to drink? We have Pu’er, fragrant slices, Tieguanyin…wait for tea” After the guests have selected the tea, they should inform the waiter in the stands of the tea the guests ordered. Requirement: Friendly language, keep smiling, make the guests feel specially respected. Quickly inform the regional waiter and foreman of the guest’s surname, and write the name on the dish card.
4. Hand towel to make tea
Pass the towel from the right side of the guest and say, “Sir/Miss, please use the towel.” Then go to make tea. If you don’t get what tea the guest is drinking from the guest, the waiter will ask the guest himself. Requirement: tea is required to be placed in front of the guest table with a tray, and the first cup of polite tea is poured from the right side. Note: the tea needs to be full 60%, ladies first, then gentlemen, first guest and then host, and then proceed in a clockwise direction.
5. Take off the towel, take off the chopstick cover
Spread the towel flower on the plate and spread it on the guest’s lap or on the bottom of the plate. (Take off the chopstick cover on the right side of the guest)
6. Promote drinks
When the salesperson finished ordering the dishes, he stepped forward and asked with a smile: “Mr./Miss, do you need any beer, drink or juice? We have ** juice which is very good, and the beer includes Kingway Beer, Tsingtao Beer, etc.” Note: Expensive The wine needs to be tested by the guests before it can be opened. The wine is divided into red and white. The white wine must be frozen, and the red wine does not need to be frozen. It is necessary to add lemon, plum or sprite according to the wishes of the guests.
7. Place an order
Clearly fill in the table number, name, quantity and name of the drink list and hand it to the cashier. The cashier takes the drinks according to the drink list and hands them to the waiter.
8. Drinking requirements
A. The drink should be served from the right side of the guest, standing slightly inclined, with a slightly bent posture.
B. When asking guests about wine, first ask the guests what kind of wine they like, and then pour the wine according to their wishes. The order of wine pouring: first the guest of honor, then the host, and then pour the wine one by one in a clockwise direction.
C. Drinking specifications: beer, soda 80% full, spicy wine 90% full.
D. Wine pouring method: pour beer, soft drink can be poured slowly along the cup, mixed wine first pour soft drink and then foreign wine.
9. Change the ashtray
If you find that there are two or more cigarette butts in the cigarette cup, drag two clean cigarette cups, cover it with a clean cigarette cup, take the tray together, and put it back into another clean cigarette cup.
10. Serve with soup
After the dish is on stage, open the lid of the dish, announce the name of the dish, and make a gesture of “please use it slowly”. Note: When serving soup, it should be distributed to the guests, and each bowl is required to be even, and then take the initiative to bring each bowl of soup to the right of the guests in the order of women and men. When serving the main course, take the initiative to ask the guests whether they need rice; If there are several dishes on the table that are full, and the next dish is not enough, ask the guests for advice, change the least remaining dish on the table to a small one or remove it, and then serve another dish .
11. Tour
Remove empty dishes and empty soup bowls. Take out the cutlery and bring it to the lower tray, put the cutlery according to the designated lower tray, and replace the bone tray in time. The replacement must be done on the right side of the guest. If the guest is talking, the guest should be reminded.
12. Add drinks frequently during dinner
When the last dish is served, take the initiative to tell the guests “Sir/Miss, the dishes you ordered are ready”.
13. Remove dishes and cutlery
You can collect and withdraw (except empty dishes) with the consent of the guests first. They should be collected and withdrawn one by one on the right side of the guests. The chopsticks and chopstick rest are collected first, and then the spoons, sauce plates and other tableware and wine glasses are collected. Use a dirt clip to clean the countertop.
14. Serve hot tea
Add tea leaves according to the original teapot of the guests, add boiling water, and change a set of cups to pour a cup of after-dinner tea for the guests.
15. On Dessert Fruit
Before serving desserts, prepare clean dessert utensils and distribute desserts to the guests evenly and proactively; before serving the fruit, put the fruit on the fork according to the type of fruit, and bring the fruit to the table of the guests, and introduce: “Mr. This is from our restaurant, please use it slowly.”
16. Checkout
When checking out the guest, you need to use the cashier clip. Open the cashier clip on the right side of the guest and say, “Mr./Miss, thank you (how much) for the money.” Pull up the chair to see off the guest, say “slow walk, welcome next time” and so on.
17. Check the work
After the guests leave, check whether there are any leftover items and whether there are still burning cigarette butts; if you find any items left behind by the guests, you should immediately call the supervisor to deal with them; if you find any still burning cigarette butts, you should put them out in time.
18. Removal of cutlery
First, arrange the table and chairs to maintain the style of the restaurant, first collect napkins, seat towels, and then collect water glasses, wine glasses, and porcelain utensils.
19. Clean up the site
Rearrange the environment and restore it to its original state.
07
How to answer the phone
1. Must answer within three rings
All incoming calls must be answered within three rings. After saying hello, you should report to the unit and then greet you, so as to avoid the trouble of confusing your identity and dialing the wrong number; for example: “Hello, Jixiang Restaurant, may I ask if I can Can I help you?” Don’t say anything, just ask the other person blindly, this is extremely impolite.
2. Avoid overly casual language
Enthusiasm and rhetorically appropriate language are important factors in successful telephone answering, even if the wrong call is made, politely answer the caller.