9 kinds of etiquette that hotel service staff should master at work
Waiters must pay attention to their own service, even skilled waiters are negligent and make guests feel unpleasant. Therefore, always paying attention and maintaining a warm and serious attitude towards customers at all times are the basic service concepts that every service staff should uphold.
01
greeting
Greeting ceremony is a kind of reception etiquette given by waiters to guests when they enter the store. It is mainly based on greetings and congratulations. Greeting ceremony is divided into the following different greetings in daily use.
1. Greetings for the first meeting
When a guest just enters the restaurant and meets the guest for the first time, the waiter should say “Hello (or welcome), sir (madam), I am the waiter number XX (I am Xiao X), and I am very happy to serve several of you.”
2. Timely greeting
When meeting with guests, greet “Good morning”, “Hello”, “Good noon”, “Good afternoon” and so on according to the approximate time of morning, afternoon and evening.
3. Greetings to different types of guests
There are many types of guests who come to the restaurant, and the service staff should greet different types of guests, such as: saying “Happy Birthday to you” to birthday guests, “Happy wedding to you” to newlywed guests, etc.
4. Holiday greetings
Festive greetings are generally used in greeting languages before or after festivals, such as Spring Festival, New Year’s Day (New Year), National Day, etc., and can greet “Happy Holidays”, “Happy New Year” and so on.
5. Other greetings
When the guest is unwell, when the guest is drunk or angry, you should express your concern to the guest.
02
Salute
Refers to the title used when dealing with customers in daily service. The title should be realistic. If the title is wrong, the title is wrong, or the name is wrong, it will not only make the guests unhappy and resentful, but also cause jokes and misunderstandings.
1. General customary name
When addressing others, men are generally called “Mr.”, women are called “Ms.”, women who do not know their marital status are called “Miss”, and those who wear a wedding ring and are older can be called “Ms.”.
2. By title
When you know the position, you should call the position, such as: Director Wang, Director Li, etc.
03
answering ceremony
Refers to the etiquette when talking to guests.
When answering questions from guests, you must maintain a good standing posture, do not lean your back against other objects, speak in a gentle and patient tone, look at each other with both eyes, and listen attentively to show respect.
Compliments, criticisms, advice and complaints of guests must be answered in appropriate language, and cannot be ignored, otherwise it is an impolite behavior.
When serving the guests, the waiter should have a gentle tone. If some questions raised by the guests exceed their authority, they should ask the superiors and relevant departments in time, and it is forbidden to say some negative words, such as “no”, “no”, “I don’t know”, “There is no way”, etc., should answer: “I’m sorry, I don’t have the right to call the shots, I’ll ask the leadership, can you see it?”
04
handshake
It is the most common etiquette when people communicate. It is the etiquette of people in most countries when they meet or say goodbye. When shaking hands, one step away from the recipient, the upper body is slightly forward, the two feet are upright, the right hand is stretched out, the four fingers are together, the thumb is open and facing upwards The person shook hands and released after the ceremony. Catering staff should pay attention to the following when shaking hands:
When shaking hands with a guest, the guest must take the initiative to extend his hand first, and then the service staff will extend his hand to shake it. It is not possible to take the initiative to shake hands with the guest regardless of the location, time and occasion because the guest is an old customer or acquaintance, which will disturb the guest. , causing a misunderstanding. In general, when shaking hands, the elders stretch their hands first between the elder and the younger, between the superior and the subordinate, and the woman between the man and the woman first.
Under normal circumstances, when shaking hands, both parties should take off their gloves, and men should also take off their hats, but distinguished guests and noble ladies can wear gloves to shake hands with others.
When shaking hands, hold each other’s four fingers lightly, but do not grab other people’s hands with force, and don’t just hold other people’s fingertips lightly. When the same-sex handshake, the hands should be moderately tight, and the opposite-sex handshake should be lighter.
When shaking hands, look at each other’s eyes, nose and mouth, smile, and say some words of greetings and congratulations. Don’t look at the third party when shaking hands, which makes you seem absent-minded.
Don’t cross handshake just because the guest is an acquaintance.
If it is inconvenient to shake hands due to diseases on your hands, water on your hands or other reasons, you can make a statement to the other party, and ask the other party for your understanding.
05
operation ceremony
Refers to the etiquette of waiters when serving customers. In many cases, the operation of the waiter is carried out on the same occasion and at the same time as the guests. If the waiter wants to serve well without being rude, he must pay attention to:
Waiters should dress neatly in daily work, pay attention to appearance, be generous, and have a friendly attitude. During working hours, they should not make loud noises, jokes, or humming ditties, and keep the working environment quiet. Knock lightly when entering the room, and then go in again. When opening and closing the door, the movement should be light, and do not make too much noise.
During the operation, if it affects the guests, you should show modesty and say: “I’m sorry, I’m sorry to disturb you” or “I’m sorry, please let me go” and so on.
06
welcome gift
Refers to the etiquette when the waiter greets the guest.
When guests come to the store, the receptionist (waiter) should take the initiative to greet the guests and greet them with a smile. During this process, they should proceed in the order of the guest of honor first, then the attendants, and the female guests first, then the male guests. , to take the initiative to help.
After the guests have finished their meal and leave the hotel, the waiter should say goodbye to the guests one by one, so that the guests can return with warmth and satisfaction.
07
banquet
The original intention of banquets is to give priority to rituals, supplemented by food, because there is no nameless banquet, banquets are set up with a purpose. No matter what kind of banquet, restaurant waiters must know the general courtesy and etiquette, and they should also operate according to a set of prescribed etiquette in the process of serving the banquet, such as: pouring wine and serving food must be in a certain order, and the placement of dishes. There are certain rules to be followed, and the service between banquets should be based on the theme of the banquet and in line with local customs and habits.
08
salute
Generally speaking, nodding is the etiquette between the same level or the same level. During the same meal, when the waiter and the guest meet many times, they must also nod and smile while greeting the guest “Hello”.
09
bow
It is generally the etiquette between juniors to elders, inferiors to superiors, and friends who meet for the first time. When bowing, you must first take off your hat. After your hands are down, you must stand upright, look at the recipient with both eyes, and lean forward about 50 degrees with the upper part of your body, and then return to the original position.
In addition, waiters have five taboos at work:
1. Small talk
Before customers enter the store, the waiters are chatting about a topic that she is very interested in, such as: “So-and-so star is getting married” and other gossip entertainment news, seeing customers coming in, some waiters have not forgotten to welcome the guests. , you can continue the previous topic after welcoming the guests, and pay no attention to the activities, expressions, and psychology of customers entering the store.
2. Work with emotions
Waiters don’t make the “drive away look”. What are the expressions that drive away customers? For example: in a restaurant, his face is grim and very serious. Maybe he just got angry with his partner next to him, but he didn’t think that his bad mood directly caused his face to become unnatural. There were a lot of customers who came to their restaurant door, turned around and went to their competitors.
3. Unprofessional performance
There is also an expression of the waiter leaning lazily against the door, or leisurely reading a fashion magazine in his hand. This gives customers a very unprofessional feeling and generally will not enter the restaurant.
4. Excessive enthusiasm
Customers may just want to have a happy meal with friends in the private room. As a result, the boss came to the private room to ask how the food tastes, etc., and kept chatting. Comfortable.
5. Promote various new set menus and new dishes
Since customers order food, they must already know what new dishes are in the store. There is no need for the restaurant to introduce these things all the time. Customers prefer to order what they like. There are also many customers who can’t stand the waiter’s sales, so they have to order what they don’t want. Although they reluctantly accepted this time, the impression must not be much better, and it will be difficult to go back next time.