The workflow of restaurant waiters mainly includes pre-meal preparation, welcoming guests, in-meal service, closing tables and other steps. Each service process has specific requirements and standards. I have compiled the workflow of catering industry for you, I hope you like it! Zero service flow of Chinese restaurant

1. Welcome guide:

1. Reservation: Note: name, unit, dining time, number of people, * * *, special requirements. Telephone reservation:

⑴ Preparation before answering: A Adjust your mood and voice. B prepare a pen and paper.

⑵ Answer procedure: A. Answer the phone within three tones. If you answer after three times, you should apologize to the guests first. B. Pick up the phone. Greet guests at the right time. Say "hello. * * Restaurant. C. Listen carefully and avoid interrupting the guests.

(3). Record the telephone contents: a. Number of people, name * * * preferably full name * * *, telephone number * * * preferably mobile phone * * *, meal time and special requirements. B. repeat the phone call to the guest. thank the guest. "Waiting for your visit" C. When hanging up, let the guest hang up first in case the guest has other things * * * and then gently put the phone down. D. If the guest doesn't mean to hang up, ask the guest if there is anything else. If he doesn't say goodbye, put the phone down gently.

2. Guide:

① Know the guest's reservation in the first time. Arrange the table. Hello, do you have a reservation? Hello, are you attending Mr. Zhang's party? Excuse me, how many people are you? Are you satisfied here?

② After arranging the seats, politely say "You, this way" and "Please follow me" to the guests.

③ walk 1-1.5 meters in front of the guest's left and look back at the guest from time to time * * * or walk sideways, remember to face the guest * * *, and remind the guest of steps. Pay attention to your position and don't block the guests.

leading essentials:

lean forward slightly, bend your arms, and spread out with the big arm as the axis. Eyes move in the direction of fingertips. * * * Four fingers together, thumb slightly open * * * accompanied by polite expressions. (4) when the guests are carrying articles, they should help the guests to store or take good articles for them, and help the elderly or the disabled with mobility difficulties. ⑤ Ask the guests whether they are satisfied with the seats before arriving at the table. If you are not satisfied, you should reschedule according to the needs of the guests.

2. Pull up the chair and give up the seat:

1. When the guest arrives at the table, help the waiter to pull up the chair and give up the seat for the guest.

2. First, pull the chair for the guest. Secondly, the host * * * depends on the order of seating * * *.

3. Action essentials: Stand behind the chair, hold both sides of the chair with your left leg in front and your right leg behind * * * According to your personal habits, you can change your left leg bow and right leg pedal, and gently lift the chair * * * Be careful not to drag it for about 31CM.

4. when the guest has the action of sitting down, gently send the chair up.

5. When the guest takes off his coat, help the guest hang up his clothes. * * * Remember who owns each piece of clothing. Take the initiative to take clothes for the guests when they leave. ***

6. When a guest is holding a baby or has a child, prepare a baby chair for the child.

3. Towel delivery service:

1. Prepare small towels. * * * Warm in winter and cool in summer * * * Standard: the temperature is appropriate, subject to not wringing water

2. Check whether the small towel is clean and damaged.

3. when using the square towel holder, fold the towel into a quilt shape, and when using the oval towel holder, roll the towel into a column shape.

4. put the wet towel on the guest's left hand side.

5. change the small towel three to five times in a meal. Guests sit down with small towels, change small towels after cold dishes, change small towels after hot dishes, and change small towels after fruits.

6. Polite expression "Please use wet wipes"

4. Tea service:

1. Politely ask the guests what kind of tea they need

2. Holding the teapot: hold the teapot handle with your right thumb. The other four fingers are placed under the bone disc.

3. Tea pouring sequence: from the guest of honor, pour tea clockwise, and politely say "please enjoy your tea" and "please enjoy your meal" after playing.

4. Precautions: (1) Do not take away the teacups. Can't touch the cup mouth. You can't touch the teapot mouth. 2. The teapot can't face the guests. After pouring, the spout is slightly upward, and then it is lowered and withdrawn. (3) The tea can't be filled to the full * * * eight minutes * *. (4) Action when pouring tea: stand on the right side of the guest with your right foot in front. With your left foot behind, lean forward slightly. And say, "Please have tea. Be careful of scalding "

5. Add or remove tableware:

Note: 1. Add or remove tableware according to the specific number of guests when they arrive * * * Ask customers for advice *** 2. Add or remove tableware on both sides of the assistant host. 3. The tableware for the elderly and children should be as simple as possible.

VI. Napkin service:

1. After obtaining the consent of the guests, the service will be clockwise from the guest of honor. 2. Laying position: a. Fold it three times and put it on the right side of the bone plate * * * The guest leaves the table halfway * * *. B. unfold the banquet under the bone plate

*** *. C. Fold diagonally into a triangle and lay it flat on the guest's leg * * * box * * *. 3. After taking off the napkin, gently shake off * * * behind the guest and pay attention to face up * * *. 4. If the guest lays it himself, it is to express gratitude.

7. Order service:

1.① Be familiar with the business projects in the store. Estimation, special promotion and special dishes. (2) to understand the guest's taste characteristics, customs, life taboos, religious beliefs. Pay special attention to the tastes of old people, children and female customers when selling. (4) Pay attention to the receipt after ordering, and write down the time, name and order after confirmation.

2. Steps of ordering food: (1) "Hello, do you want to order?" What flavor do you like? I'll recommend it for you. (3) The dishes our restaurant operates are ... * * * 4 * * * Ordering order

Cold dishes, fruits, drinks, hot dishes and soup

3. The basic principles of ordering food are nutrition collocation, color collocation, container collocation, taste collocation and cooking method collocation. * * * Sweet in the south, salty in the north, spicy in the east and sour in the west * * *.

4. When ordering, stand on the right back of the ordering guest, listen carefully and take notes carefully.

5. Attention should be paid when ordering: ① If the food ordered by the guest is not served, you should apologize first. I'm terribly sorry, but the food has just been sold out. Would you like to change it? The dishes promoted for the guests should be similar to those ordered by the guests or other special dishes of our store. 2 If the guests order the same type of dishes, they should be reminded to switch to other dishes to avoid duplication of nutrition. (3) If the guest indicates that he is in a hurry, try to suggest that the guest order some faster dishes, such as stir-fried, semi-finished products, etc. (p > 6) The idea of ordering food: give what he likes, provide what he needs, stimulate what he wants, make up what he needs and dispel his doubts.

7. Adjustment methods of dish varieties in each season: sour in spring, bitter in summer, spicy in autumn and salty in winter. * * * Spring cultivation, summer embellishment, autumn protection and winter storage. ***

VIII. Wine service

1. Memorize the degree, price, type, origin and flavor of wine.

2. Three tasks before opening the wine: ① Wipe the wine: check whether there are foreign bodies, sediments and bottles in the wine are clean and intact. ② Showing wine: stand on the owner's right, hold the bottom of the bottle with his left hand, hold the bottleneck with his right hand, with the trademark facing the guest, and lean forward slightly. ③ Asking about wine: Politely confirm whether the wine is opened or not, and make an offer to the guests for special drinks.

3. Open the wine: Open the white wine in front of the guests, and don't open the beer and carbonated drinks to the guests and yourself. Open the red wine on the sideboard * * * Prepare the mouth cloth to wipe the bottle mouth * * *, then show the bottle stopper to the guests and pour it for the host to taste.

4. Pour wine: 8% full of white wine, 2% foam of beer, 1/3 of red wine and 2/3 of white Portugal. Put the wine in a stable place after pouring.

5. pouring posture: natural expression and smiling. First the guest and then the host pour the wine clockwise. Stand on the right back of the guest, lean forward slightly and pour the wine with your right hand. The left-hand tray is behind the guest, naturally extending and adjusting the center of gravity of the tray at any time.

6. Precautions: ① The trademark faces the guests. ② After pouring the wine, the bottle mouth rotates upward for 45 degrees to prevent the wine from pouring out. (3) according to the clockwise guest before the host. Prepare a clean mouth cloth when pouring dry red and white, and wipe the bottle mouth after pouring. ④ take two-thirds of the wine bottle when taking wine

Note: the best drinking temperature of red wine is 6-8 degrees

9. Serving service

1. Inspection: 4 * * * The raw materials are not up to standard, the quantity is insufficient, there are foreign objects, the utensils are dirty or damaged ***

2. Serving position: vice.

3. Serving order: cold dishes-waist-soup-hot dishes-staple food-fruit * * * Ask guests to serve first ***

4. Serving procedure: step forward with your right foot, lean forward slightly, and take a step back after putting the dishes in the corresponding position. Make a right hand gesture to announce the name of the dish. "* * Please enjoy your meal, please taste it". After serving, turn it between the host and the guest. Turn it clockwise. Note: chickens don't offer their heads, ducks don't offer their palms, and fish don't offer their ridges * * * The head faces left and the abdomen faces the owner to show respect * * *.

5. Hot dishes with seasoning. Serve with seasoning before serving * * * or serve together * * * and explain to the guests

6. Set the dishes: set the cold dishes symmetrically, such as triangle, square and plum blossom. Pay attention to collocation when serving hot dishes to keep them beautiful.

7. Dishes: (1) Common chopsticks, knives, forks, spoons and other tools must be used. (2) Distribute the high-quality parts to the guests first. (3) After the dishes are divided, one-third of them should be left to show surplus. * * * Except for one person to eat * * *. (4) There are two ways to divide the soup: a. Divide it on the table. B. Prepare the sideboard and divide it. Ask the guests for advice. Show it first and then divide the soup. 5. Divide the fish: lightly fork the back of the fish with a public fork. Cut a knife from the neck of the fish horizontally and vertically with a public knife. From the incision

8. Combine dishes: first ask the guests for advice and combine similar dishes. Distribute the number of dishes to the guests * * * Start from the guest of honor * * * and then withdraw the dishes. Never pass the dishes over the guests' heads, but withdraw them from the right side of the deputy host.

9. Scatter empty plates, replace large plates with small ones,

11. Precautions for serving: ① Take the opportunity to serve and don't disturb the dining atmosphere of guests. ② If you have any special dishes, you should introduce them to the guests and listen to their opinions. ③ After the dishes are ready, you should signal the guests that your dishes are ready. The advantages of tips: a. Whether the dishes you look at are consistent with the order. B. remind guests whether they need to add food. C. remind guests whether to add staple food.

11. Dinner service

1. Requirements: The station attendant must patrol the station frequently, full of energy, warm and thoughtful, and compact in action.

2. operation contents: changing tableware, smoking ash jar, cleaning the countertop, adding tea and pouring wine.

3.① Tea, wine and drinks should be continued in the meal. Pay attention to the timing. ② When serving, you should distribute napkins to the guests in time and recycle the used napkins in time. (3) the dishes have been finished should be removed from the empty plate in time. Keep the desktop clean and beautiful. ④ Dishes with shells and bones should be replaced in time. Standard: when the debris in the bone plate exceeds one quarter.

4. if there are soup and stains on the desktop, dry them immediately with a clean rag or napkin. Note: ① change the spoon when eating dishes with sugar, vinegar and thick juice. ② Replace the spoon and soup bowl before serving dessert and soup. ③ Pay attention to preparing utensils when eating expensive dishes.

5. Method of replacing bone plates: prepare enough clean and intact bone plates and put them on the tray, and make "Hello, change the bone plates for you" from the right side of the guest. Use the right hand as a guide, put the tray behind the guest with the left hand, and remove the used bone plates with the right hand. Then send a clean bone dish. * * * If there are dishes left unfinished by the guests in the bone dish, use chopsticks to clip the dishes to the new bone dish. ① Precautions for changing tableware: a. Take the edge of dish, the edge of bowl, the middle of chopsticks, the handle of spoon, the handle of pot and the bottom of cup. B. Don't touch dirty dishes and clean dishes. C. respect the habits and opinions of guests. D. Adjust the center of gravity of the tray at any time, and the articles should be placed reasonably. E. If food falls off the dining table, turntable and tablecloth, take away the dirt with convenient tools and clean it up. It is forbidden to grasp it by hand.

6. Replace the cigarette ash tank: (1) When three or more cigarette butts are found in the cigarette ash tank, or other rubbish is found, they should be replaced immediately. ⑵ Take a clean ashtray and put it in the tray. The quantity should be one more than that to be replaced. (3) from the right side of the guests. Politely say, "excuse me, I'll help you change the ashtray." Operation essentials: Left-handed tray. Right-handed stack the clean tobacco ash tanks on the used tobacco ash tanks, and gently pick up the two tobacco ash tanks and put them in the tray. Then put another clean ashtray on the table. If there is unfinished cigarette on the cigarette ash tank, move the cigarette to a clean cigarette ash tank, and be careful not to touch the cigarette mouth with your fingers, so as not to let the cigarette ash fly.

11. checkout service

1. After eating, guests should carefully check the bill immediately without adding anything. Note: ① Check whether there are any items that are omitted or recorded more.

2. Ask which guest will pay the bill, stand on the right side of the guest after confirmation and politely say "Hello, here is your consumption list, please have a look"

3. After receiving the guest's money, you need to check and sing "Thank you"

4. Change: politely say "Hello, here is your change, please keep it".

12. seeing the guests off

1. Pull the chair to see the guests off, with a brisk movement.

2. Ask the guests if they need to pack.

3. Check whether the countertop is lost or damaged. * * * If there is any reported loss ***

4. Remind the guests to take their belongings with them and make a good inspection.

5. send the guests to the designated place * * * at the main entrance of the hotel * * *.

XIII. Check the reception

1. Check whether there are any items left by the guests again, and hand them over to the bar or the superior leader if found.

2. Check whether there are any safety hazards * * * unlit cigarette butts * * *, and turn off the air conditioner and extra lights.

3. Clear the table. Clean up. Dishwashing: first wash the glassware, then the porcelain, and finally the ashtray

4. Set the table as required.

5. Clean the surrounding area and the ground to get ready for the next table.

> > > The next page is the catering industry workflow.