General requirements: (1) Action standards require

smiling, elegance, naturalness, generosity, propriety and standard. All dining operations are lower than the guests' shoulders and their feet are T-shaped. Follow the three-step principle, catering service operation should be carried out clockwise.

(2) Language standard requirements:

Sweet voice, moderate speech speed, appropriate speech in Mandarin, flexible response and strong affinity. Before meals: 1. Specific procedures for standing and welcoming:

1. Stand on the right side of the door in an orderly and standardized manner within 5 minutes after the regular meeting of the department.

2. Standard requirements:

Lift your head and chest, close your abdomen, and look at the direction of visitors with a smile. When you meet a guest who doesn't need guidance, say hello to him and nod. No whispering, looking left and right, too many small moves. Women's feet are in the shape of "D" or "V", and the right hand holds the left hand, crossing the tiger's mouth, and the hand is naturally placed in front of the abdomen. The man's feet are shoulder-width, his right hand is crossed by his left hand, and his hands are naturally placed in front of his body. The language is: "Good afternoon (evening)." .

Second, the specific process of welcoming guests:

1. When we lead the guests, we should greet them with a smile, a salute and a greeting. When the guest is about 3 meters away, say hello to the guest: "Good afternoon (evening)".

2. When guiding the guests, the gesture is that the fingers of the right hand are naturally closed, the palm is upward, the center of the palm is 45 degrees from the ground, the forearm is straight, the elbow joint extends upward as the axis, pointing to the target, and looking at the target with eyes. The language is "Please inside".

third, the specific process of pulling the chair to give up the seat:

1. When the guest wants to sit down, he should immediately give up his seat. When pulling a chair, you should lean forward, hold the back of the chair with both hands for 1/2, lift it gently, and move your feet backwards and gently. It should not be too loud. The distance to open the chair is 41 cm from the front edge of the chair to the edge of the table (except in special circumstances). Then the right hand gestures to invite the guests to sit down. When sending the chair forward, as long as the customer can feel the position of the chair, the action should be light, accurate and steady. Then say "XX, please." Or "XX, I'll prepare a mat for you. It will be more comfortable to sit here. " Don't pull the chair too hard, too fast or too loudly.

2. For special guests, such as children under 5 years old, babies over 1 years old, pregnant women, the elderly, the disabled and other special guests with height and weight, provide special services such as high and low chairs, cushions and baby chairs

3. For rooms with lounge or sofa, please remind the guests to rest here before the banquet. Say "XX, you have a rest on the sofa first. Do you need me to turn on the TV for you? "

fourth, the specific process of attaching the coat and hat:

1. If the guest takes off his clothes, please come forward to serve in time. Stand behind the guests (men's feet are shoulder width; A woman's feet are in the shape of a "D"), standing naturally, with the middle finger and forefinger of her left hand hooked on the collar. According to the guest's habits, help the guest undress with her right hand, and remind the guest whether it is necessary to take away things (such as mobile phones, cigarettes, lighters, etc.), and do not touch the guest's skin.

2. The guests' clothes should be put in order, and the clothes or sleeves should be tidied up. When guests hand in scarves or ties at the same time, they should put them together to avoid confusion (it is not allowed to dust clothes for guests of the opposite sex).

3. After hanging the clothes and hats, put them according to the requirements and distinguish the clothes of the guests and guests. The order of hanging clothes on a straight hanger or wardrobe is to face the right side of the hanger as a guest, and the owner pushes it clockwise. When you hang clothes on a hanger, remember which guest the clothes belong to.

4. When the guest's clothes are directly hung on the back of the chair, a protective cover (chair cover or cloth) should be used to protect them.

5. If the guest dresses, immediately take out the guest's clothes from the wardrobe (clothes rack) and hand them to the guest accurately.

6. When the guest has the intention of dressing, he should take the guest's clothes in time and accurately, stand behind the guest, hold the collar with both hands, open his shoulders, dress according to the guest's habits, and finally put on his clothes and hold his shoulders with both hands.

5. Ask about the specific process of tea:

1. Stand on the right side of the host and deputy host and ask the guests if they need to prepare tea. Language: "XX, what kind of tea would you like to drink today? We have? (Introduction of middle, low and high order). When the guests are hesitant, they can take the initiative to introduce the suggestions or characteristics of various teas to the guests, and see what kind of tea the guests drink according to the introduction.

2. If the guest does not order tea, please prepare a free cup of tea or boiled water for the customer.

3. After confirming the tea ordered, the guest will record the tea ordered on the wine list, indicate the type and quantity of tea, and collect it at the bar.

Sixth, the specific process of pouring tea:

1. Pour tea after brewing. Among them, oolong tea, black tea and black tea must be cleaned. Before washing tea, you'd better iron the teapot with boiling water, so that the tea will smell better. Put the tea in. After the tea leaves are boiled, pour out the tea for the first time. Rinse again and pour out.

2. Hold the tray in your left hand and the handle of the teapot in your right hand, and move the teapot to the top of the teacup, about 1-2cm away from the cup mouth. Wrist strength, pour seven full, return to the original road, in turn. When pouring the first cup of tea, you should name the tea, which should be lower than the guest's shoulder. The language is "XX, please have tea."

3. Pour up to 6 cups of tea per pot, that is, add water in time to avoid adding water in the process of pouring tea.

4. If a customer vomits, fill 6 points; When there is vomiting, the tea is cold or there are sundries in the tea, please change the tea in time. Each pot of tea is brewed more than 4 times, please consult the guests and change to a new pot of tea.

Precautions:

1. When pouring tea, don't bow from left to right. Turn the teapot mouth towards the guests, sprinkle the teacups and lift the teapot.

2. Waiting or empty cups are not allowed. Pay attention to smooth operation and do not splash water to avoid scalding guests.