learn to speak, learn etiquette

Chapter 36 Understanding Business Service Etiquette (9)
Due to the large organization of the hotel catering department, the long process, many people, and busy work, this requires the catering service personnel to firmly establish a conscious sense of discipline, and conscientiously implement the various rules and regulations of the hotel and department. This is a unified and coordinated work. The premise and guarantee of the company should not act on its own, so that the entire catering service work will cause overall chaos due to an error in a certain link.

have a good image

Due to the needs of the working environment and nature, hotel catering service personnel should pay attention to their own image and pay attention to appearance, which is one of the important contents of polite service.Hotel catering service personnel should dress according to the regulations (work clothes). The clothes should be neat and clean, and they should wear work badges when they go to work.

Possess professional knowledge and skills

Various dishes are an important part of food, and their cooking skills are also an important part of Chinese culture.The accumulated experience of Chinese culinary generations has produced some cuisines with different styles. They are the essence of Chinese culinary technology and the representative of Chinese culinary level.As a qualified service staff of the catering department, one should have a basic understanding of the main cuisines, which will undoubtedly be of great benefit to better provide guests with perfect services including polite service.

Every process and every link of hotel catering services has specific requirements and operating standards. At present, many tasks can only be carried out by manual proficiency and timely application of skills and skills, such as trays, setting tables, serving dishes, and dividing dishes. Wait.If you want to be qualified for your job, you must study hard, understand the specifications, procedures and requirements of various services, study hard and practice hard, and master the basic skills of catering services, so that you can lay the foundation for high-quality services.

Pay attention to various service etiquette
The etiquette in the hotel catering service is many and particular about the customary habits and various common practices.Whether it is greetings, greetings, or operations, there are all etiquette and etiquette throughout.Service personnel must learn and master various service etiquettes, and be conscious of being polite to customers, which undoubtedly has positive significance for improving and improving service quality.To do this, the catering service staff should do: diligent eyes, diligent mouth, diligent hands, diligent legs.

Master the skills of using civilized language

In the catering service work, many aspects such as the warm welcome, polite reception, active service, and considerate care of the guests must be expressed through language.As a service staff, you must pay attention to the art of language and master the skills of using civilized language. The language must be accurate and appropriate, the meaning of the speech must be complete and grammatical, and the use of honorifics must be based on the occasion. Pay attention to the consistency of language, facial expressions and other behaviors.Service personnel should learn and use one or two foreign languages ​​on the basis of speaking Mandarin as much as possible, so as to facilitate the development of work.

([-]) Restaurant service

restaurant service etiquette
get ready
Welcome into the hall
Seating guests
Please order
Attentive service
Specification service
The restaurant is the main place where the guests of the hotel eat and is an important service department of the hotel.The waiters in various positions in the restaurant should not only have a comprehensive understanding and master of the business skills of restaurant service, but also must understand and abide by various politeness and etiquette in the service, and be enthusiastic, friendly, thoughtful and meticulous in the polite and etiquette service. It is also full of human touch, providing guests with a variety of beautiful enjoyment with their own practical actions.The following are the etiquette guidelines for restaurant service staff.

get ready
In the preparation work for the opening of the restaurant, hygiene is the most important thing, because it can show the service quality of the hotel on the issues that the guests are very concerned about, and reflect the respect for the guests.As soon as the restaurant waiter arrives at the post, he should adjust his emotions in a timely manner and enter the professional role of the service staff as soon as possible.In order to make the restaurant enter the state of high-quality service on time, we must work together to carefully clean and arrange the floor, chairs, tables, cloths, tableware, etc. of the restaurant to make it clean, beautiful, neat, and complete. health.Wash hands before and after work, and after urinating.Smoking is not allowed on the job, and hair should be combed according to relevant regulations. Work clothes should fit well without damage or oil stains.

◇Welcome to the hall

About 20 minutes before the opening of the restaurant, the receptionist should be in place, standing on both sides of the restaurant door or in a place where it is convenient to look around.When a guest enters the restaurant, the receptionist should take the initiative to come forward and greet "Welcome" warmly.

When a guest enters the restaurant, the counter attendant should stand naturally, straighten his chest, smile when he sees the guest approaching, give a slight nod to the guest, and greet him.When greeting, you should look at the nose-eye triangle of the guest, and lean your upper body slightly forward.Don't greet while busy with the things in your hand and look around. It looks like you are very busy, but it is easy to give guests a feeling of being helpless and forced to greet.

◇Invite guests to sit

When the guests come for the first time and are not familiar with the restaurant environment, the ushers are polite to welcome the guests and walk in front, the purpose is to guide the guests to their seats.When introducing a seat, greet the guests "please come with me", accompanied by gestures.Gestures are required to be standardized and moderate. When guiding the guests in the general direction, the arms should be bent naturally, the fingers should be close together, the palms of the hands should be upward, and the elbow joint should be used as the axis to point to the target. The range of movements should not be too large or too fast. look away.Don't point with one finger here, it looks very immodest.

When arriving at the guest's table, the receptionist should take the initiative to invite the guest to take a seat.The specific method is: pull out the chair with both hands, put the right leg in front, press the knee against the back of the chair, and push the chair forward when the guest bends his legs to sit down.The movement of pushing the chair should be natural and moderate, pay attention to the tacit cooperation with the guests, so that the guests can sit firmly.If there are many guests dining, the elderly or female guests should be seated first.

After the guests are seated, they should pour tea and hand the incense towels for the guests.Generally speaking, tea should be served to guests who have not ordered drinks.When serving tea, put the teacup on the tray and gently place it on the table.When putting the teacup, do not touch the mouth of the teacup with your fingers.When you need to refill the tea, you should hold the handle of the pot with your right hand, press the lid with your left hand, and pour the water into the cup slowly.Be careful not to pour the water too full, so as not to overflow, it only takes about 3/4 of the water cup.When distributing incense towels, they should be placed in small dishes and handed to guests with tongs.In order to attract the attention of the guests, you can politely and softly greet the guests "please".

etiquette experts remind you

"Welcome the guests first, see them off after, give way when the guests pass, and don't grab the way when they walk together", this is the common sense of courtesy that restaurant service staff should master when welcoming and sending off guests.

Please order
The desk clerk in the front hall should always pay attention to the sign that the guests want the menu, and hand over the menu in a timely manner.Delivered menus should be clean and undamaged.A good menu can fully demonstrate the advantages and characteristics of a restaurant, and can become a medium for the restaurant to establish a tacit relationship with guests, and can guide guests to consume the most favorable or special dishes.A successful menu should have: succinct words, highlighted key points, correct narration, allowing guests to have ample choice, correct spelling, and exquisite printing.Be respectful when delivering menus.It is very impolite to throw the menu on the table or give it to the guests casually, and walk away without waiting for the guests to ask questions.

If male and female guests are dining together, the menu should be given to the lady first. If many people are dining together, it is best to give the menu to the guest of honor, and then serve the menu counterclockwise around the table.When the guests are thinking about ordering, the waiter should not rush. When waiting for the guests to order, the service staff should concentrate and be ready to record at any time.In this way, it is not only polite, but also reflects the restaurant's good service characteristics of thinking what the guests think and meeting the special requirements of the guests.

Attentive service
Service personnel must pay attention to specifications and operating procedures when serving guests.

When pouring wine, the guest of honor should be poured first, then the host should be poured wine, and then go around the table in a clockwise direction to toast.

For foreign guests who are not used to using chopsticks, the service staff should not laugh, and should come over and change western tableware such as knives, forks, and spoons in time.

In front of the guests, the service staff should speak naturally and generously to each other, use the language that the guests can understand, and avoid "biting ears" and whispering in front of the guests.

When guests intend to smoke, they should promptly step forward to help light the fire, and hand over the ashtray to the table on the side of the guest holding the cigarette in time.

If a guest accidentally drops the tableware on the ground, the waiter should quickly step forward to take it away and replace it with clean tableware immediately.

etiquette experts remind you

Restaurant service should pay attention to efficiency and save guests' dining time. Generally speaking, cold dishes should be served on the table within 10 minutes after customers order, and hot dishes should not exceed 20 minutes.

When passing dishes, use trays to pick up dishes, so that the arrangement of dishes will not be damaged due to the process of delivering dishes to the table, and pay attention to separate the cold dishes and hot dishes in the tray.When taking hot dishes, cover the plate well, so that hot dishes must be served hot, and cold dishes must be served cold.

Restaurant waiters in restaurants must implement the "five do not take" dishes made by chefs, that is, do not take if the quantity is insufficient; do not take if the temperature is not enough; do not take if the color is not correct; Specifications do not take.

Specification service
When serving in restaurants, service personnel should achieve the "three lightness", that is, walk lightly, speak lightly, and operate lightly.When picking up the dishes, it should be done in a stable manner, the soup should not be spilled, and the dishes should be taken in a timely manner without dragging or pressing.From the dining room to the kitchen, try to be busy and not chaotic, walk on the right side, don't rush, don't run, don't squeeze through colleagues, keep your body balance when delivering food, pay attention to observe the surrounding situation, and ensure that the dishes and soup Do not spill, do not drip.Do not push the dish after putting it on the table when bringing it up to the dining table, and lift it directly when removing the dish and do not pull the dish.The operation of the restaurant should be in accordance with the requirements of the regulations. The wine is poured on the right side of the guests, the food is served from the left side of the guests, the dishes are distributed from the left side of the guests, and the plate is removed from the guest's right side during the meal.

When serving food, you should choose the operating position. The serving position should be between the accompanying seats, and generally not between the guest of honor and the host.Before serving, put a pair of large forks and spoons on the dish, and the waiter puts the dish in the center of the table with both hands, and at the same time reports the name of the dish, and if necessary, briefly introduces the characteristics, eating methods, and flavor characteristics of the dish Wait, and then invite guests to taste.

When serving a new dish, the service personnel must move the previous dish to the side of the co-host, and place the new dish in front of the guest of honor and the host to show respect.Before serving and withdrawing dishes, you must greet them in advance, seek the opinions of the guests, and wait for the permission of the guests before proceeding, so as not to be impolite.The position of withdrawing dishes is the same as that of serving dishes.Mastering the correct method of serving and removing dishes can create a good and harmonious atmosphere between the host and the guest, without interrupting or affecting the normal progress of the meal.

其他 服务
([-]) bar

The bar is one of the service items provided by the modern hotel.Some of the bars belong to one of the departments of the catering department, and there are also independent bars or bars located in dance halls or fitness places.The bar is a place for guests to rest and entertain, and it can be used by guests for drinking, leisure and communication.It usually serves alcoholic drinks, but also drinks such as soft drinks and fruit juices.The bar is often accompanied by relaxing music to adjust the atmosphere when drinking.Since one of the purposes of guests coming here is to relax themselves, eliminate tension and fatigue, and because alcoholic drinks are served, guests often lose their composure due to excessive drinking.This requires the waiters to be patient and meticulous when serving, pay attention to courtesy and etiquette, and flexibly handle various situations that may arise.

Bar Service Requirements:
Enrich business knowledge and provide correct service

Treat each other with courtesy, civilized and thoughtful

Pay attention to personal image and handle accidents properly

Enrich business knowledge and provide correct service

Bartenders should have a certain knowledge of different types of wine and understand their different characteristics.There are many kinds of alcohol in the bar. Among them, famous Chinese wine (mainly refers to baijiu) and foreign wine (foreign wine) have their own advantages and disadvantages. There are some obvious differences:

[-]. Most of China's famous wines are made of grains, corn and other food crops as the main raw materials.Most foreign wines are made from fruits represented by grapes, and the proportion of wines such as whiskey is very small.

Second, the storage containers are different.Chinese baijiu uses porcelain containers, which are airtight, and the alcohol content remains the same from beginning to end.Foreign wine is generally used as a container in a wooden barrel. The wooden barrel has a breathable function, the alcohol can be volatilized, and the alcohol content changes from a high level to a low level during storage.Especially when the wine is stored in oak barrels, after long-term storage, the originally colorless and odorless wine absorbs the aroma of oak and is dyed with the color of oak to become amber in color.

50. The alcohol content of Chinese liquor is generally above 12 degrees (a batch of low-alcohol liquor has been developed and launched in recent years), which can be regarded as high-alcohol liquor.Foreign wine generally has a low alcohol content, especially wine, which is generally around 40 degrees.Brandy and whiskey, which are called spirits, are only around [-] degrees.

[-]. There are great differences in drinking habits or drinking styles.Chinese people have a tradition of drinking alcohol before meals and continue until after meals.Foreigners are more particular about drinking foreign wine, focusing on quality and enjoyment.

On the basis of understanding the characteristics of different wines, waiters should also master their own drinking methods and service methods, such as which types of wine should be drunk cold, which ones are suitable for drinking at room temperature, what kind of wine utensils are used for different wines, and what wines are used for wine tasting and wine matching. In order to master skilled service knowledge and skills, lay the foundation for polite service.

Treat each other with courtesy, civilized and thoughtful

Like restaurant service, when guests enter the door, the service personnel should treat each other with courtesy, greet each other with a smile, and lead them to the seats that satisfy them.

etiquette experts remind you

Pay attention to the small requests of the guests, such as "don't add water", "add more ice cubes", etc., we must respect the opinions of the guests, and do according to the requirements of the guests.

After the guests call for drinks, they should be delivered as soon as possible, and the drinking mood of the guests should not be affected by delaying the serving time.When opening the bottle, wrap the wine bottle with a work towel, first show the sign of the wine to the host among the guests, "Please use ×× wine", then cut off the top tin foil and wipe it clean, and use the spiral cone of the wine opener Turn into the cork, unscrew the cork slowly, and give the wine cork to the owner (the cork is wet, indicating that the wine has been stored well, and the brand on the cork indicates that the bottle is in the original place), and then use a clean work towel Wipe the mouth of the bottle clean.During the whole process of opening the bottle, the action should be careful, light and fast, so as not to shake the wine bottle and mix the wine dregs at the bottom of the bottle, which will affect the taste of the wine.After opening the bottle, pour a little wine into the host's wine glass and wait for the host to taste the wine.If you think you are satisfied, you can pour wine for the guests after the host indicates.Start with the lady next to the host, clockwise, then the men, and finally the host.Just pour 2/3 of the glass for each glass of wine.When pouring wine, the mouth of the bottle should be slightly away from the mouth of the glass, and do not press on the mouth of the glass. When pouring a glass of wine, turn the wine bottle by 1/4 turn to avoid dripping along the mouth of the bottle as much as possible.

etiquette experts remind you

Be especially careful when opening champagne.Before opening the champagne, do not shake the bottle vigorously, so as not to increase the gas pressure in the champagne bottle and cause accidents.

Wrap the wine bottle with a work towel and hold it in your hand, unscrew the metal paper of the wine bottle and pull the outer iron ring away from the bottle mouth, put the wine bottle in the opposite direction of the guest and make an angle of 45 degrees with the guest, remove the safety thread, and gently Gently push the plug upwards.When serving guests, you should generally stand on the right side of the guest and put the drink on the right side with your right hand for the convenience of the guest.

Pay attention to personal image and handle accidents properly

During the service, waiters should pay attention to the standing posture and position, do not support their arms on the bar, and do not chat with each other or read books or newspapers among colleagues.Do not use wine utensils, teacups, etc. prepared for guests in front of guests.Do not eat or drink while on duty.

Some of the guests in the bar want to choose a quiet environment to negotiate business, and some are dating couples.The waiter should not listen carefully to the conversation of the guests, and should try to avoid it as much as possible, especially not to interrupt casually when the guests are whispering.

When answering the phone, you should pay attention to politeness, gentle attitude and moderate tone.When calling guests to answer the phone, do not shout loudly in the distance, and try to avoid disturbing other guests.It can be searched purposefully according to the characteristics provided by the speaker, and tell the guests in front of them.

If individual guests greet the waiter with impolite words such as "hello" and "hey", they should not get angry or ignore the guests.If you are busy, you can answer: "Please wait a moment, I will come right away." Don't take this opportunity to appear cold.The waiter should not only provide good service to the guests with his polite and thoughtful words and deeds, but also influence the guests with practical actions.

Deal with drunken guests in a similar way to a restaurant.To master the psychology of the guests' self-esteem, don't make a big deal out of it.When checking out or paying, try to "sing the ticket" in front of other people except the drunk, so as to avoid disputes or misunderstandings, but when "singing the ticket", do not deliberately publicize it, but "sing" and accept it in a low voice and clearly.

If some guests pester the waitress while drinking, the waiter should be calm, don't simply generalize, don't scold or scold the waitress, and make it hard for the guest to come down in public, but should cleverly find a reason to decline, such as "I'm really sorry, look at me now Work is busy and there are so many guests to take care of,” etc.

For drunken guests, in order to prevent accidents, bar service personnel should work together and help them to the lounge (generally, male waiters should help male guests, and female waitresses should help female guests), and do not act recklessly and impolitely to drunk guests. move.If drunken guests take the opportunity to make trouble and do not listen to dissuasion, they should promptly report to their superiors and security personnel for help.

When customers make unreasonable troubles, they should be patient and reasoned. If they really cannot be persuaded, they can be suggested to complain to the relevant departments and ask them to solve it.

([-]) Beauty and hairdressing

In beauty and hair salons, when customers enter the store, the service personnel should take the initiative to welcome them and say "Hello, welcome!" "Please sit inside"!If you are a regular customer, you can get closer.

(End of this chapter)