Section 1 Professional Quality of Restaurant Waiters
First, provide quality services.
Second, always keep working enthusiasm.
Third, adjust bad emotions.
Fourth, adapt to external changes.
Section 2 Professional Ability of Restaurant Waiters
First impression-the waiter's gfd
1. Dress-the embodiment of norms
2. Appearance-solemn embodiment
3. Behavior-the embodiment of temperament
Second, the waiter's speech norms
1. service language requirements
2. Practical politeness expressions
3. Pay attention to the way you speak
4. Master the language form
5. Foreign language skills
Step 6 sign language
Chapter I Appendix
Appendix 1 Example of Daily English for Waiters
Appendix II National Professional Standards for Restaurant Waiters
Appendix III Food Hygiene System of Catering Industry Chapter II Professional Knowledge Reserve of Restaurant Waiters
Section 1 Professional knowledge of catering services
First, skillfully lay the table
Second, optimize the stage setting.
Third, the tray
Fourth, napkins with colorful flowers.
V. Various banquets
Sixth, the reception group dining.
Section 2 Beautification of Restaurants
First, the secret weapon-restaurant flower arrangement
1. Basic modelling of flower arrangement
2. Handling of materials
3. Flower modeling
4. Leaf modeling
5. Fixation of flower materials
6. Measures and methods to prolong the flowering period of flower arrangement
7. Flower arranging skills
Second, create a good dining environment for guests.
1. New feeling of dining environment
Step 2 "Feel" the layout of the restaurant
Second, the duties of ushers.
In the third quarter, everyone is in his position-usher.
First, the program analysis of welcoming guests.
Second, the specific strategy
Section 4 Dining Guide-Dinner Waiter
First, Chinese food etiquette
1. Etiquette before meals
2. Guest service etiquette during meals
3. Fujian etiquette
Second, western food etiquette
1. Etiquette before meals
2. Dining etiquette
Section 5 "Cold and Clear"-Bartender
First, elegant bottle opening etiquette
Second, the etiquette of pouring wine.
Third, the guest etiquette.
Section 6 How Fast and How Many Provinces-Delivery Personnel
The seventh part is clear-cashier
Section 8 Master as a whole
Chapter III Appendix
Appendix 1 Selection of wine vessels
Appendix II Efficacy of Various Juices
Appendix III Conference (or Tour Group) Reception Service Procedures
Appendix IV Buffet Service Procedures
Chapter 4: You should be precise about the customer's mind.
The first section thinks what the guests think and is anxious about what the guests are anxious about
First, think about what the guests think.
Second, the urgency of the guests.
Third, it varies from person to person.
In the second section, customer complaints are our wealth.
First, the guest complained to the waiter.
Second, the complaint rapid handling procedures
Third, the basic norms for handling customer complaints
Section 3 How to Grasp Customers
First, the three principles of being close to customers
Second, cultivate customer loyalty.
Third, establish customer files.
Chapter IV Appendix
Appendix 1 Selection and use of tableware
Appendix II Use and Maintenance of Electrical Appliances Chapter V Classic Maintenance Cases
Grew up in McDonald's
Good intentions-service experience of college student Wu Qiao
Consular approval-Wang Ying, waiter of Nanning Guest House
The small hotel plays the No.1 scholar-Little Washington Hotel in O 'Connor.