Catering service specifications summarized by several hotel executives
01
Procedures and specifications for Chinese banquet table setting
Appearance and appearance: Dress according to the regulations, wear the official license plate, clean face, light makeup for the waitress; full of energy, smiling, standing standard; generous movements, beautiful and light, not dragging; hair neatly combed, hairstyle Meet hotel requirements; hands and nails are clean and sanitized.
Item preparation: prepare 1⁄5 more tableware and wine utensils
Requirements for laying tablecloths: the center convex seam of the tablecloth is upward, and it is aligned with the front and deputy owners, and the sagging parts around the tablecloth are equal.
Requirements for placing the turntable: the center of the turntable and the center of the round table are coincident, the edge of the turntable is evenly separated from the edge of the table, and the error does not exceed 1 cm, and test whether the turntable rotates flexibly
Requirements for placing the pads and ossicles: starting from the master position, place them in a clockwise direction, place the pads first, place the ossicles on the pads, align the patterns (the store logo is on the top), and place them at an equal distance. 1.5 cm from the edge of the table
Requirements for placing spoon pads and spoons: the spoon pad is placed directly above the eating plate, with a distance of 1 cm from the eating plate, the center of the spoon pad is aligned with the center of the eating plate, the spoon is placed in the spoon pad, and the handle of the spoon is to the right
Requirements for placing chopsticks and chopsticks: place the chopsticks rest on the right side of the spoon pad, and place the chopsticks with chopstick covers on the chopsticks rest (the pattern of the chopsticks cover is upward), whichever is 1⁄3 of the chopstick rest, and the tail of the chopsticks is far from the table The sides should be 1.5 cm, and the chopsticks should be 3 cm away from the eating plate and parallel to the center line of the eating plate. If a multi-purpose chopstick rest and a long-handled spoon are used, the flavor plate should be placed in front of the eating plate with a distance of 1 cm, and the chopstick rest should be placed on the right side of the flavor plate. Place the chopstick rest and the long-handled spoon on the chopstick rest, the spoon handle is 3 cm away from the eating plate, and the end is 1.5 cm away from the edge of the table.
Place toothpicks: Small package toothpicks are placed 1 cm on the right side of the chopsticks, and the toothpicks are 5 cm away from the edge of the table; the toothpick cups are placed on the upper right of the front and deputy master chopsticks.
Place the wine set: place a red wine glass in front of the spoon pad, the center should be aligned, and the bottom of the glass should be 1 cm away from the spoon pad; place a white wine glass on the right side of the red wine glass with a distance of 1 cm, and place a beer mug on the left with a distance of 1 cm. 1.5 cm; the center of the three cups forms a horizontal line.
Place the gaiwan: Place the gaiwan on the right side of the chopsticks, 2 cm away from the chopsticks and 1.5 cm away from the edge of the table.
Place ashtrays: Place four ashtrays on the right and left sides of the main and deputy owners, 3 cm away from the turntable, in a square shape.
Place the towel holder: the towel holder is placed on the left side of the eating plate, 2 cm away from the eating plate and 1.5 cm from the table.
Folded mouth cloth flower: To fold a napkin, seven methods are required to fold ten different shapes of mouth cloth flower; It is realistic, pleated evenly, beautiful and generous, and meets the requirements of hygiene; after folding the flowers, put them in the beer mugs as required, and the patterns are placed according to the primary and secondary guests, and the positions are properly placed.
Flower arrangement: The flower arrangement is placed in the center of the turntable, with the flower facing the owner.
Place chairs: place three, three, two, and two, that is, place three chairs on each side of the main and vice-owner, and two chairs on each side of the other side, with the backs of the chairs in a straight line (before the meal, put The chair is neatly pulled up, the center of the back of the chair is required to be facing the plate, the inner edge of the chair surface is close to the tablecloth or table skirt, and the back of the chair is wound into a circle).
Matters needing attention: Always use trays when setting the table; after setting the table, check whether the table top is not missing, and whether the placement is standardized and meets the requirements. , to maintain overall coordination.
02
Procedures and Specifications for Chinese Food Occasion Setting
Appearance and appearance: Dress according to the regulations, wear the official license plate, clean face, light makeup for the waitress; full of energy, smiling, standing standard; generous movements, beautiful and light, not dragging; hair neatly combed, hairstyle Meet hotel requirements; hands and nails are clean and sanitized.
Item preparation: prepare all kinds of tableware, wine utensils and items required for setting the table, and prepare 1⁄5 more of the table and wine utensils; the prepared meals and wine utensils are not defective, meet the hygienic standards and banquet use requirements, and prepare items when preparing them. Use a tray and handle with care.
Lay the tablecloth: The round table stands on the right side of the master’s seat (the square table stands on one side), place the folded tablecloth in the center of the dining table, open the tablecloth, find the edge of the tablecloth facing your side, and choose one The method is to lay the tablecloth at one time; the center convex seam of the tablecloth is required to be upward, and it should be aligned with the front and deputy owners, and the sagging parts of the tablecloth are evenly distributed around the tablecloth.
Place the turntable: in the specified position, place the turntable in the center of the dining table, the center of the turntable and the center of the round table coincide, the edge of the turntable is evenly separated from the edge of the table, the error is not more than 1 cm, and test whether the turntable rotates flexible.
Place the eating plate: starting from the master seat, place the eating plate in a clockwise direction, the edge of the eating plate is 1.5 cm away from the edge of the table, and the distance between the plates is even.
Place chopsticks rest and chopsticks: put chopsticks rest and chopsticks on the right side of the eating plate, and the end of the chopsticks is 1.5 cm away from the edge of the table
Place soup bowls and spoons: Put a soup bowl on the upper left of the eating plate, 1 cm away from the edge of the plate, place the spoon in the bowl, and turn the handle to the left.
Place wine and tea sets: place wine glasses on the upper right of the eating plate, 1 cm away from the edge of the plate and the soup bowl
Folding cloth flower: For napkin folding, the main table pattern should be divided into primary and secondary, and other tables can choose the same pattern; the napkin folding pattern should be selected according to the situation, and the position should be properly placed; it should be formed at one time, the image Realistic, evenly pleated, beautiful and in line with hygiene requirements.
Place toothpick cups, seasoning pots, ashtrays, flower inserts: place on a round table, with the seasoning pots on the left side of the dining table, the toothpick cups on the right side, 3 cm away from the turntable, and four ashtrays, symmetrically formed into squares The square table is placed, the seasoning pot is placed in the lower corner of the dining table, the toothpick cup and the ashtray are placed in the upper left corner; the flowers are placed in the table, and the table card is placed on one side, facing the restaurant door.
Place chairs: round tables are placed in twos and threes; square tables are placed in twos and one, symmetrical, and the inner edge of the chair surface is close to the tablecloth.
Matters needing attention: Always use trays when setting the table; after setting the table, check that there are no omissions on the table top, and whether the placement is standardized and meets the requirements.
03
Sommelier service procedures and specifications
Before the meal, prepare all kinds of drinks, wipe the bottles clean (especially the bottle mouth), and check the quality of the drinks at the same time. If the bottles are found to be broken or have sediment, they should be replaced in time. The drinks should be neatly placed on the workbench, and the bottled drinks should be placed on the trays.
The waiter should know the best temperature for serving various wines, and take heating or cooling methods to make the temperature of the wine suitable for drinking to meet the needs of the guests (beer at 4°C-8°C, white wine at 8°C-12°C) °C).
When serving wine, the waiter should stand on the right side of the guest who ordered the wine, hold the bottom of the bottle with his left hand and the bottle neck with his right hand.
Control the amount of wine poured, pour 80% of white wine, 50% of red wine, and 70% of white wine. Champagne should be poured twice, 1⁄3 the first time, and 2⁄3 after the bubbles subside. When pouring beer, the liquor should be slid into the cup along the wall of the cup to form 80% wine and 20% foam.
The way of pouring wine:
5.1 Table pouring: The waiter stands on the right side of the guests, holds the wine bottle with his right hand sideways and pours the wine into the cup. The key is to open the palm of your hand naturally and hold it in the middle of the bottle, with the thumb facing inward, the index finger pointing to the mouth of the bottle, and making an angle of about 60° with the thumb, which is convenient for pressing the bottle, and the other middle finger, ring finger and little finger are basically aligned, and the thumb is held together. Tighten the bottle; this method is divided into freehand pouring and tray pouring:
(1) When pouring wine with bare hands, the waiter holds the bottle cloth in his left hand, behind his back, and holds the lower half of the wine bottle in his right hand, with the logo facing outward, facing the guests, stepping forward with his right foot between the two chairs, pouring wine in the guest to the right;
(2) When pouring wine on the tray, use the tray in your left hand and the bottle in your right to pour wine. Note that the tray should not go over the top of the guests’ heads, but should be pulled back naturally, and pay attention to grasp the center of gravity of the tray. The specific operation is that the waiter stands on the right back of the guest, leans forward slightly, inserts his right foot between the two chairs, stands sideways, and does not keep his body close to the guest; then bends slightly and displays the drinks in the tray on the guest. In front of the eyes, let the guests choose their favorite drinks; after the guests have chosen, the waiter straightens up and moves the tray behind the guests; when lifting, the left arm should carry the tray outwards to avoid the tray touching the guests; finally, Use your right hand to take the drinks your guests need from the tray and pour them.
5.2 Pouring by hand: suitable for cocktail parties and bar service, the method is to hold the bottle in one hand, hold the wine glass in the other hand, stand on the right side of the guests, and then pour the wine into the glass. The pouring action should be done off the table, and the filled glass should be placed on the right hand of the guest. Pouring is suitable for non-chilled wines, and the waiter must be accurate, elegant and generous.
- Pouring wine at a banquet: You should insist on pouring wine with a tray. When pouring liquor alone, you can pour wine with your hands.
(1) There are liquor, red wine, beer and beverages, mineral water, etc. in the banquet. When pouring wine, ask the guests for their opinions, and politely say: “Mr. (Miss), which one do you like to use?”
(2) For important banquets, red and white wine should be poured 5 minutes in advance. The wine is poured from the right side of the guest of honor, first the guest of honor, then the host, and then the lady and then the man. When two waiters pour wine, one starts from the guest of honor, the other starts from the deputy guest of honor, and proceeds around the table according to the seat.
(3) During the banquet, the waiter should stick to his post full of energy, pay attention to adding wine at any time, and do not let the wine in the glass be empty, so that the guests feel left out.
(4) When the guest and host are toasting and speaking, the waiter should stop all activities to avoid interference, and stand upright in a secluded position. And pay attention to the wine in the guests’ cups. When you see only 1⁄3 left, you should fill them up in time. When the host’s speech is about to end, the waiter will bring the host’s wine glass for the host to toast. When the host leaves to toast the guests, the waiter should ask for the wine, follow behind the host, and refill the host or guests in time.
- Precautions for pouring wine: When pouring wine, the bottle mouth should not be placed on the wine glass, and the distance should be 1 cm to prevent the glass mouth from being broken or the wine glass being knocked over. When pouring wine, you should also grasp the inclination of the wine bottle. , to prevent the wine from flowing out of the glass because the flow rate is too fast; when the wine glass is overturned due to careless operation, you should apologize to the guests, and immediately replace the glass with a clean napkin on the wine trace. Any chilled wine should be wrapped with a cloth to prevent water droplets from wetting the tablecloth and guest clothes.
04
Service procedures and specifications for serving and dividing dishes
The serving position is on the right side of the escort (or the co-host), and it should be flexibly controlled at zero o’clock so as not to disturb the guests, but it is strictly forbidden to serve the food between the host and the guest of honor.
The serving should be done in order, cold dish → soup → hot dish → soup → pastry → fruit (cold first, then hot, high-grade first, normal, salty and sweet)
(1) At the banquet, the cold dishes should be served 8 minutes before the meal, and the requirements for serving the cold dishes: the meat and vegetables are matched, the space between the plates is equal, and the color matching is skillful; the embellishment flowers of all the cold dishes run vertically to the edge of the turntable, and sit for 10 minutes. Then start serving hot dishes, and control the speed of serving and serving;
(2) At 0:00, cold dishes should be served as soon as possible, and hot dishes should be served within 10 minutes of ordering, usually within 30 minutes.
- Operation requirements for serving:
(1) Use your right hand when serving dishes, and use: “I’m sorry to disturb you” to remind guests to pay attention. Put the dish on the turntable (be light when placing the dish) and turn the turntable clockwise to place the dish in front of the guest of honor, take a step back, report the dish name: “Kung Pao Chicken, please taste”, and Reach out to indicate that the voice should be loud, euphemistic and pleasant, and each dish should be reported for the name of the dish, and an appropriate introduction should be made according to the situation;
(2) The timing of serving dishes should be grasped. When the guests are talking or toasting each other, they should stop for a while and wait for the guests to finish speaking before serving, so as not to disturb the dining atmosphere of the guests. Do not go over the head of the guests when serving or withdrawing dishes;
(3) During the serving process, if there is a new dish to be served and there is no space on the turntable, the countertop should be inspected: when there are few dishes left, you can ask the guest’s opinion: “Sir (Miss), this dish can be changed for you by a small Do you want to serve it?”; ask the guests for the opinions of similar dishes: “Can this dish be combined for you?”; Ask the guests whether the dishes that are left can be removed, and the guests agree to say thank you; the dishes are already cold In the case of asking the guest’s opinion: “Can this dish be heated for you?”;
(4) When serving special dishes, polite words should be used: “Dear guests, this is a special dish ххх, please taste it and give more valuable opinions” Here, we will give an appropriate introduction to the special dishes according to the situation;
(5) After the dishes are ready, polite words should be used, “Your dishes are ready”;
(6) Pay attention to checking the table number and product name when serving dishes to avoid serving the wrong dishes; during the serving process, do not push, pull, stack, or press the plates, and remove the empty dishes at any time to keep the table clean and beautiful.
- Precautions for serving:
(1) Serve the condiments first, and then serve the dishes; each new dish should be turned to the front of the guest of honor to show respect.
(2) When serving whole chickens, whole ducks and whole fish, pay attention to “the chicken does not offer the head, the duck does not offer the paw, and the fish does not offer the spine”, and take the initiative to cut and debone the guests with a knife.
(3) Before serving, pay attention to observe the color and freshness of the dishes, pay attention to whether there is any abnormal smell, and check whether the dishes have dust, flying insects and other unclean things; When it must be turned, use sterilized utensils; return the dishes that do not meet the quality requirements for hygiene to the kitchen in time.
05
Standards and norms for restaurant orderers
After the orderer goes to work, clean up the sanitation area, check whether the internal and external telephone lines are normal, and whether other facilities are normal.
When the orderer accepts the reservation, he must be warmly received, listen carefully, record carefully, and say goodbye politely.
To order a meal by phone, you should answer within three rings of the phone, and take the initiative to say hello. After reporting the hotel name, you should ask the guest’s name, unit, room number, contact number, number of people, time and requirements, etc. Order standard, thank guests for ordering meals and keep records. For example: “Hello! Food and Beverage Department of Shuanghong Hotel.” “May I ask your surname”/“How do you address you”/“May I ask your company (unit)”, “How many people do you have?”/“Can you tell me? , are you ordering a business banquet or a family banquet? So that we can provide better service” / “Mr. X, do you have any other requirements for dishes?” / “Mr. X, what is your ordering standard, we have… (Standard)”/“Do you have any special requirements for your order, Mr. X?” “Mr. X, the restaurant you ordered is…”/“Mr. X, the table you ordered is…”/“Thank you very much for your Hong Hotel, what is your contact information?”/“Thank you! Goodbye (you must wait for the other party to hang up before putting down the phone).”
When guests come to make a reservation, the orderer should warmly and politely receive every guest who comes to make an order. Pay attention to their image, speech and polite language; when they see a guest arriving, they should say hello politely, and ask the guest’s information after reporting their identity. Name, company name, room number, number of reservations, meal time, telephone number, as well as the dishes, standards and special requirements of the reservation, and understand the payment method of the guests; when the guests tell the banquet requirements, listen carefully and make necessary records. Do not arbitrarily interrupt the guest’s speech. At the same time, you should take the initiative to introduce the hotel’s restaurant facilities and banquet menus to the guests, do a good job in sales, answer all the guests’ questions, and take the guests to visit the banquet venue. For example: “Mr. X, our restaurant has…/Special dishes have…”; the orderer should discuss all the banquet details with the guests in detail, and add the guest’s requirements into the order list carefully. After filling out the order form, you should repeat it to the guests, ask the guests to sign, and pass it to the kitchen in time; when the guests are about to leave, they should thank the guests and say goodbye politely to the guests, wishing smooth and happy cooperation.
Implement ordering: The ordering staff must create an ordering file (which can be entered into the computer). For confirmed orders, fill out a notice, notify the relevant restaurants and kitchens, and ask for receipt; change or cancel the order. If the customer proposes a change in advance, the orderer should quickly fill in the “Change Notice”, notify the restaurant and the kitchen, and indicate the number of the original notice and write down the specific content of the change. If the customer cancels the order, the orderer should fill in the “Order Cancellation Report” in time and submit it to the relevant department promptly, and also indicate the number of the original notice. At the same time, we regret not being able to provide services to our guests, and hope that our guests will come next time.
6 The orderer should also actively communicate with the guests and give feedback on their opinions and suggestions in a timely manner.
Before the end of the shift, do a good job of handover with the next shift.
The orderer must achieve “three clears”, that is, listen clearly, ask questions, and record clearly; they should also do: timely notification and timely feedback.
06
Greeting staff norms and standards
The greeter should understand the menu and reservation of each meal, and be familiar with all banquet halls, tables and seats in the restaurant.
The appearance should be neat and beautiful, courteous and enthusiastic. 30 minutes before the meal, stand on the side of the restaurant door with a smile and greet the guests.
When the guest arrives, greet the guest with a smile when they are 3 meters away, bow to say hello at a distance of 1.5 meters, bow 600 times, sign in with gestures, and assist the guest to store clothes, hats, rain gear and other items.
“Sir (Miss) good noon (evening), welcome to come, please come in.”; If you are a regular customer, you should address directly: “Secretary X, (Mr. X) good noon (evening), welcome to come, please come in.”
If the guest is disabled or the elderly have difficulty in mobility, they should take the initiative to come forward to help them.
If you can’t determine whether you have a reservation, you should ask: “Mr. (Miss), welcome, do you have a reservation?” If the guest says that he has no reservation, he should ask the guest’s opinion whether a banquet or midnight is needed, and book it according to the guest’s request. For the table, use the polite language “Mr. (Miss), you have ordered the restaurant ХХ (table No. ХХ)”, please come with me (or your side), and show your hand to lead 2-3 steps in front of the guests. , and walk according to the pace of the guests (at each turn, you should reach out your hand sideways to indicate the phrase: “This way, please”). Take the guest to the reserved (or suitable) table and ask the guest’s opinion: “Do you like this table?” If the guest disagrees, rearrange the table. Assist the attendant to pull the chair to give up the seat and pull the chair away. When the guest sits down, push the back of the chair with his knees, and send it with both hands at the same time, so that the guest can stay at a suitable distance from the edge of the table. The distance between the tables is 10-15 cm. In the zero-point restaurant, when you want to hand over the menu, you can reach out your hand to signal, and use the polite language “please take a look at the menu first”. .The greeter should hand over the number of guests, unit, name, standard and special requirements to the waiter on duty, and return to the welcome post with polite words “I wish you a happy meal”.
Politely introduce all dining guests into the restaurant and arrange the guests to be seated artistically. For example, the lovers let them sit in a quieter place, the melancholy guests let them sit by the window, the disabled let them sit near the door, and the lively guests in the restaurant Conspicuous location.
The greeter should also do: understand the customer situation in the restaurant, so as to arrange the guests according to the needs; record the relevant information of the guests and all their opinions or complaints, and report to the superior immediately.
When sending guests off, they should take the initiative to open the door for the guests, and use polite words: “You are well, and welcome to come next time.”
07
Drop-off service standards and specifications
After the guests have finished their meal, the waiter or foreman should ask the guests for their opinions on the meals and services (the opinions can be asked when the guests have not left their seats or when they are sending the guests away).
When the guests get up and leave their seats after eating, the staff on duty should pull up the chairs to help clear the aisle. And carry out clothing service, take clothes for guests, assist guests to dress well, and politely remind guests not to forget items.
If the guest wants to pack and take away the unfinished food, the waiter should provide packing service in time, and use a special lunch box to pack the food and then put it in a special plastic bag for the guest to carry.
See off the guests to the door of the restaurant, smile and say goodbye politely to the guests, “Thank you, please go well, and welcome to come again.” Then the greeter will send the guests out of the restaurant (usually walk behind the guests, and then send one after the guests walk out of the restaurant. , two steps), say goodbye to the guests while sending (you can also ask the guests for their opinions) and thank the guests, at the same time welcome the guests to come again “Thank you, goodbye, welcome to come again”, and bow to send them off (even if the guests can’t see it) When you arrive, you have to salute behind you), if there is a car, you need to open the door for the guests.
After the large banquet, the waiters should line up to say goodbye at the entrance of the restaurant