1. When the guest enters the restaurant, the client should take the initiative to come forward and enthusiastically ask the guest, "Hello, Sir/Miss! Welcome, how many people are there? " When the guest answered, he asked, "May I have your name, sir/madam?"

2. After taking the guests to their seats, please pull up the chair and sit down (and make a gesture of invitation). Pass the menu to the guest with both hands and say, "Mr. * *, this is our menu." Then ask the guest: "Hello, what kind of tea would you like to drink? We have Pu 'er, fragrant tablets and Tieguanyin. . . After the guests choose tea, they should inform the waiter in the stands of the tea they ordered.

requirements: speak kindly and keep smiling, so that guests feel particularly respected. Quickly inform the waiter who pulled up the chair to ask for tea, as well as the foreman and minister in the area, and write the name on the dish card.

3. The waiter stands guard at the post in charge, smiles at the guests, assists the client to arrange the guests to sit down, and says with a little bow, "Hello, sir/madam, welcome!"

4. Pull up the chair, please sit down. First, pull out the chair that the woman is sitting on. When she sits down, slowly bring the chair close to the dining table, say "Sir/Miss, please sit down" and make a gesture of invitation, so as to get the guest's name from the client.

Note:

A. Be good at observing and distinguishing who is the owner.

B. Don't force some guests who don't want to tell you their surnames.

C. When the guest is puzzled by the name, we can explain it like this: "This is good for us to address you" or "When a guest asks for you, it is convenient for us to look it up."

D. In the whole process, the waiter should address the guests on the premise of their family name.

5. pass the towel to make tea. Pass the towel from the guest's right and say, "Mr./Ms. * *, please use the towel." Then go to make tea. If you don't get any tea from the client, the waiter will have to ask the guest himself. (For the way to ask, see Article 2. )

requirements: tea making is required to be carried to the guest table with snacks, mustard sauce, etc., and the first cup of polite tea is poured from the right. Note: the tea is required to be six minutes full, ladies first, men later, guests first, and then clockwise, then mustard sauce and snacks

6. Drop the towel and take off the chopsticks cover. Spread the towel flowers on the plate and spread them on the guest's lap or at the bottom of the plate. (Take off the chopsticks cover on the right side of the guest)

7. Sell drinks. When the shop assistant finished ordering, he went forward and asked with a smile, "sir/madam, do you need any beer, drinks or juice?" It's good that we have * * juice, and the beer includes Jinwei beer and Tsingtao beer. "

Note: Valuable wines can only be opened after being inspected by the guests. There are two kinds of wines: white wine and white wine. White wine must be frozen, and red wine does not have to be frozen. Do you need to add lemon, plum or sprite according to the guests' wishes?

8. place an order. Drink list in duplicate, clearly fill in the station number, name, time, quantity and name, and then submit it to cashier for seal. The red one is handed over to the cashier, and the white one is handed over to the bartender for drinks.

9. pour wine.

a. When serving drinks, you should stand slightly on the right side of the guest and bend slightly.

B. When you ask a guest for wine, you should first ask the guest what kind of wine he likes, and then pour the wine according to his meaning. The order of pouring the wine is: the guest first, then the host, and then pour it one by one clockwise.

C. pouring specifications: beer, soda is eight full, spicy wine is nine full, and foreign wine is one p (one ounce)

D. pouring method: pour beer, soda can be poured slowly along the glass, and mixed wine is poured with soda first and then foreign wine.

11. put away the teacups. After pouring drinks for the guests, you must consult the guests and remove the cups. If cigarette butts are found in the cigarette holder, put a clean cigarette holder on it, take it to the tray together, and then put it back in the clean cigarette holder.

11. Requirements for serving soup. After the dish comes on stage, open the lid, give the name of the dish and make a gesture "Please enjoy your meal".

note: after serving the first course, you need to distribute the incense towel for the second time to show your cleanliness. When serving soup, it should be distributed to the guests, requiring each bowl to be even, and then take the initiative to bring each bowl of soup to the guest's right in the order of female first and male second. When serving the main course, take the initiative to ask the guests if they need rice; If the guest needs it, mark it on the food card according to the quantity. If several dishes on the dining table are full, but the next dish is not enough, we should ask the guests for advice as the case may be, and assign the least dish left on the table to the guests or put it on another dish or withdraw it, and then serve another dish.

12. Patrol Taiwan. If more than two cigarette butts are found in the cigarette holder, they should be replaced immediately. Remove the empty dishes and soup bowls. Withdraw the tableware from the lower tray, put the tableware away according to the specified lower tray, and replace the bone plate in time. When replacing it, it must be done on the right side of the guest and make a gesture of please. If the guest is talking, he should remind the guest.

13. Add drinks frequently during the dinner. When you finish the last course, you should take the initiative to tell the guest "Sir/Miss, your order has been served" and ask the guest whether to add fruit or dessert.

14. collect and remove dishes and tableware. Please get the guest's consent before you can withdraw (except empty dishes). You should collect chopsticks and chopstick racks one by one on the right side of the guest, and then collect spoons, saucers and other tableware and wine glasses. Clean the countertop with a dirt clip.

15. Serve hot tea. Add tea leaves to the teapot that the guest originally drank, then add boiling water, and change another set of cups to pour a cup of after-dinner tea for the guest. (When you find the guest's teapot uncovered in the patrol station, you should add boiling water immediately, and then pour tea for the guest again.

16. Serve dessert and fruit. Prepare clean dessert tableware before serving dessert, and actively and evenly distribute dessert to guests; Before serving fruit, depending on the kind of fruit, send bone plates, fruit forks, etc., bring the fruit to the guest's table and introduce: "Mr. * *, this is from our restaurant manager, please enjoy it."

17. Send hot towels and check out. When paying the bill for the guest, you need to use the cashier clip, open the cashier clip on the guest's right and say, "Mr./Ms. * *, thank you (how much)." After the guest receives the change, he should also say thank you. Pull a chair to see the guests off, say "Go slow, welcome to visit next time" and other words of seeing them off.

18. inspection work. After the guests leave, check whether there are still burning cigarette butts and whether there are any left-over items; If you find a burning cigarette butt, you should put it out in time; If you find any items left by the guests, you should call the supervisor immediately.

19. put away the tableware. First of all, tidy up the chairs to keep the style of the restaurant. First, collect napkins, seat towels, and then collect cups, wine glasses and porcelain.

21. Clean up the site. Rearrange the environment and restore it to its original state. Food and beverage training materials-how to answer the phone

1. Answer within three rings. All incoming calls must be answered within three rings. Only in this way can the work efficiency of the restaurant be fully reflected. After saying hello, report to the unit and greet again, so as to avoid the trouble of confusing the identity and dialing the wrong number. For example, "Hello, Chengyuan Hotel, what can I do for you?" Don't say anything by yourself, just ask the other person blindly, "Who are you, which company, what do you want with him, etc." This is extremely impolite. It is also worth noting that the order of the first words of hello, reporting to the company and greeting can't be reversed or mistaken, which is polite and gives people a sense of intimacy.

2. Avoid using too casual language. Enthusiasm and rhetorical language are important factors for the success of telephone answering. We can compare our hearts. If you go to make a phone call, you will meet the other person and ask him rudely, "Hello, who are you looking for?" Not here! " Click, hang up the phone. If you call again to ask where he is, the other party will reply impatiently: "I don't know, didn't I tell you that he is not here?" How do you call again? It's really bothersome. "What's your mood at this time?

3. Learn to listen. Don't interrupt the guest before he finishes speaking. If you can't hear the other person clearly, repeat it, so as not to get the other person's meaning wrong. For example, if the guest complains, be patient and reply to the other person's words, pay great attention to tone and wording, and be warm, friendly and cordial, so that the other person can understand your concern for him.

4. cultivate the habit of taking notes. Guest's telephone reservation and complaint; Everything your boss tells you by phone should be recorded, reported and handed over at any time.

5. Remember the voices of regular customers and bosses. In this way, guests and bosses will feel at ease to let you convey and implement!

6. Speak in a calm tone and answer in a friendly voice. People will never forget the scenes of Ying Zhou, the public relations manager, answering the phone many times in the TV series "Miss Public Relations". After she picked up the phone, she always said in a very kind voice, "Hello, I'm Ying Zhou, the public relations department". This kind and lively voice made the other party feel comfortable and satisfied.

add

if it is a newly-opened hotel, the most important link in training new employees

is to let them know about the hotel's business projects and all the working environment and facilities

As far as the pure catering industry is concerned, it is still important to fully understand the taste, preparation methods, raw material characteristics and price of various dishes.

Otherwise, an improper explanation by the service staff will most easily lead to customer complaints.

1. The dress of employees is an important part of hotel etiquette. In a modern and fashionable vocabulary, it is called image promotion of employees. The fresh work clothes of employees will enhance the image of the hotel. Therefore, the basic requirement of employees' dress is "cleanliness". Clean and tidy clothes reflect the mental outlook of employees and the strictness of hotel services. If they are not dressed neatly, they will be destroyed.

2. In addition to dressing neatly, hair must be combed neatly, shoes must be polished, hands must be washed, nails must be trimmed neatly, and female employees must wear light makeup, not heavy makeup, not bling, and not wearing too much jewelry.

3. Employees should not chat casually during working hours, tremble and walk straight, and their hands should not be crossed on their chests or put in their pockets. In the service, they should be "light in walking, light in talking and light in action"

4. Treat people with courtesy, which is the key to do a good job in hotel service. Employees should smile and use polite language. Politeness does not involve any cost.

Basic courtesy terms of floor service (courtesy terms of service standards)

1. Welcome guests-"Hello, welcome!"

2. Pull up the chair and ask for a seat-"Sir/Miss, please sit down!"

3. Ask for tea at the table-"What kind of tea do you like, sir/madam?"

4. Send napkins-"Please use a towel, sir/madam."

5. Pour tea-"Please have tea, sir/madam."

6. Ask about drinks-"What kind of drinks would you like to drink, sir/madam?"

7. pour the wine-"sir/madam, can I help you pour the wine?"

8. collect the teacup-"sir/madam, can I help you collect the teacup?"

9. Serve soup-"This is * * soup, please enjoy it."

11. Serve-"This is a * * dish, please enjoy your meal."

11. Replace the bone disc-"Sir/Miss, change the bone disc for you."

12. Replace the saucer-"Excuse me, can I take this saucer away?"

13. Serve fruit-"This dish of fruit is a gift from the manager of our restaurant, as a small token of our restaurant. Please enjoy it."

14. Tea after dinner-"Please use hot tea."

15. Check out-"Who will pay the bill, please?" "Thank you for 21% off N-plus money" "Thank you for receiving N-plus money" "Thank you for getting back N-plus money."

16. seeing the guests off-"Thank you for coming. Welcome to visit again. Bye!"

Please gesture is required during operation

Pose gesture-pull the chair-open the chair-pour the tea-pour the wine and water-collect the teacup-replace the bone dish-change the ashtray-serve the soup-divide the soup.