Catering service is the core of the catering industry. Restaurant service personnel have face-to-face contact with guests every day, and their service attitude, professional level and operational skills are directly tested by the guests. The waiter's smile and words may leave a deep impression on the guests. Then I sorted out the basic polite expressions of catering for everyone to share!
Basic catering courtesy expressions
1. Basic requirements for appearance, appearance and manners of restaurant service personnel
(1) Appearance
Working hours should be in the prescribed uniforms. Clothes should be neat and clean, and pay attention to keeping the cuffs and neckline clean. The buttons of clothes should be buttoned, the lining of clothes should not be exposed, and pants legs should not be rolled up with sleeves. Wear a sign card. It is advisable for waiters and waitresses to wear dark leather shoes, and the color of socks should be slightly darker than that of leather shoes.
(2) Appearance
Male waiters don't have big sideburns, the hair at the back can't grow to the collar, they don't have a beard, and they often shave; The waitress's hair should not grow to the shawl. But you must wear light makeup, and you are not allowed to wear any jewelry, long nails or nail polish. Do not wear irritating perfume.
(3) Manner
The standing posture of the restaurant service personnel should be dignified and upright, reflecting elegance and elegance. Sit upright and show dignity and elegance. The gait should be light and steady. Generally, you should walk on the right, not in the middle, not running, and not rushing with guests. When receiving guests, the use of gestures should be standardized and moderate, and the gestures should not be too much and the movements should not be too big. If you give directions to guests, you should use them correctly? Straight arm? , please apply when guests enter? Swing? Wait. At the same time, it is necessary to pay attention to the coordination with facial expressions and various parts of the body when using gestures, so as to avoid appearing hard and causing misunderstanding to guests.
The service personnel should be warm and moderate, patient and considerate, sensitive to the attitude of the guests, open-minded to listen to the opinions of the guests, calm, calm and reserved when things happen. Self-control ability is strong, so as to maintain a good attitude.
2. Etiquette of service personnel at the reception desk
Service personnel at the reception desk include: concierge service personnel and guide service personnel. Before opening, the receptionist must know the general situation of the store and the guests booked on the same day, make good preparations for appearance, appearance and spirit, and stand on both sides or inside the restaurant door before opening, so as to look around and wait for the guests.
when guests arrive, welcome them warmly and take the initiative to greet them. When guiding the guests, you should ask whether to make an appointment and how many people, and then guide the guests to the right seats. This is mainly based on the identity and age of the guests. When guests leave after eating, they should send them off politely, and send a farewell message to see them leave.
3. Etiquette of service personnel on duty
Service etiquette of service personnel on duty mainly includes service etiquette when opening dishes, ordering dishes, pouring wine, sending dishes and dividing dishes.
when guests are led to the table, they should take the initiative to say hello, and offer their seats by pulling chairs and handing out incense towels. When handing the incense towel, you can hold the incense towel with both hands and deliver it to the guests, or you can hold the incense towel with a stainless steel clip and give it to the guests.
if a guest orders a drink, the drink should be placed on the right side of the guest, and then the bottle cap of the drink should be opened. At the same time, you should pay attention to holding the bottle with your right hand, exposing the trademark, holding the upper end of the bottle with your left hand, and slowly pouring the drink into the drink cup. It is not advisable to pour it too full or too fast. When opening the can, don't rush the can mouth to the guest. If the guest doesn't order a drink, he must serve tea. Put the teacup on the saucer and gently put it on the table. Turn the handle of the teacup to the guest's right hand.
if the guest doesn't order food in advance, the desk attendant should stand on the left side of the guest of honor, hands down and hand over the menu, and ask the guest to order. When ordering, you can recommend our famous dishes to good guests appropriately. The menu is usually handed to the guest of honor, female guest or elder first. The name of the dish ordered should be accurately and quickly recorded on the menu in duplicate, one for the kitchen counter and the other for the bill counter.
At the beginning of the banquet, the desk attendant should take out the mouthpieces of the guests and hosts from the water label and hand them around. From the first course, the desk attendant should pour the first glass of wine for the guests. The order of wine pouring and classification is: male guests and female guests, starting from the left side of the main theme, pouring wine clockwise one by one, and finally pouring the main theme. When the host and guest make a toast and speak, the waiter should stop all activities and stand in an appropriate position. When pouring wine, you should pour hard liquor first, then fruit wine, beer and soft drinks.
when pouring wine, serving food and serving dishes, the service personnel should put a clean napkin on their left arm for wiping wine drops and beverage drops, but not their own hands. When pouring wine, you usually hold the bottle in your right hand and pour it slowly in your left hand, especially beer. At first, you should put the bottle mouth in the middle of the cup and pour it quickly. While pouring, you should slowly move the bottle mouth to the side of the cup, and the pouring speed will also slow down from fast to slow down to prevent the foam spilled by the beer from rising and overflowing the cup. Generally, beer should be poured with 7 portions of liquid and 2 portions of foam.
4. Manners of serving staff < P > Serving food mainly refers to serving, serving food and replacing tableware.
(1) Generally, when serving food, cold dishes are delivered to the stage within ten minutes, and hot dishes are delivered to the stage within twenty minutes. Serve quickly, especially for lunch. The staple food is placed on the guest's left by the waiter with his right hand. The last course is soup, followed by tea.
when serving food, you should move lightly and steadily, keep a clear eye on the direction, place it stably, and don't knock over the wine glasses and tableware. Serving should also pay attention to art. The waiter should arrange a coordinated pattern according to the different colors of the dishes. All fancy cold dishes, such as peacock, phoenix and other cold dishes, as well as the whole chicken, duck and fish, should face the guest of honor. After serving a good dish, the waiter stepped back and reported the name of the dish after standing firm.
(2) The dishes must be served on a tray, not directly by hand, and the thumb is not allowed to press the edge of the tray or insert it into the tray. The posture of the side dish is both stable and beautiful. The specific requirements are to hold it with five fingers and palms. The tray should not be too low, and the edge of the tray should be too close to the ears and hair. When you trust it, you can hold the tray with your other hand.
(3) When replacing the tableware, the guest's consent should be obtained first. Be careful not to knock down other newly served dishes and soups when replacing them. Replaced tableware should go out from the right side of the general guest. If the vegetable soup is accidentally sprinkled on the same-sex guests, be kind and wipe it clean. If it is sprinkled on the opposite-sex guests, you can only hand over towels and apologize.
5. Etiquette of cashier
mainly includes etiquette when collecting money, paying bills and transferring money.
when the details of the guests' meals are sent to the cashier, the cashier must accurately and quickly mark the unit price of the food and add up the total amount of money used. After summing up, when the guest uses the main dining tea, the waiter at the counter will send the bill to the guest with a tray, and should stand at the right back of the guest who is responsible for paying the bill, tell him softly, then put the money in the tray with a wallet and send it back to the cashier's desk, and send the recovered balance to the guest who pays the bill, and make a clear statement.
when paying the bill, if the guest transfers money, be sure to ask the guest to fill in the account and sign it. Account desk service personnel are generally sitting in the account desk and can wear two sleeves. Sitting posture should be refined, free, dignified and generous, with a smile.
6. Etiquette of kitchen service personnel
Before taking up the post, you should first tidy up the working environment and personal hygiene. Kitchen table hygiene mainly includes: kitchen table, chopping board, knife, floor and wall hygiene. The kitchen table should be clean, tidy and beautiful. Attendants should wash their hands thoroughly, comb their hair, tidy their faces, put on their work hats, white coats and aprons, and their work clothes must be clean. When operating, we must develop good hygiene habits. If you don't use sleeves to wipe your face and sweat, you can't sneeze at the work site, and you are not allowed to operate and smoke at the same time. Basic courtesy of dining etiquette
1. Give towels and tea
After the guests sit down, bring towels and tea on a tray. Delivery should be made in a clockwise direction from the host and guest. Greet guests when delivering incense towels: Sir (miss), please! ? Don't touch the mouth of the cup with your fingers when delivering tea, and move slowly.
2. Deliver the menu
The desk attendant should always pay attention to the indication that the guests want the menu and hand in the menu at the right time. When delivering the menu, you should hand it over from the guest's left, with a respectful attitude. You should not throw the menu on the table or shove it to the guest casually, and leave without waiting for the guest to ask questions. This is a very impolite move. For male and female guests or couples, the menu should be handed to the lady first; For banquets, the menu should be handed to the host and then sent counterclockwise.
3. Welcome to order
After the menu is delivered, the waiter should wait patiently to accept the order, and don't rush the guests, so that they have enough time to consider and decide. The waiter should be prepared for the questions that the guests may ask on the menu. The characteristics of each line should be accurately answered and described. When a guest doesn't know what to order at the moment, the waiter should be a good adviser and enthusiastically recommend the restaurant's special dishes, seasonal dishes and innovative dishes, but pay attention to the way and tone of speaking, observe the color, consider the guest's psychological reaction, and don't force or force the recommendation, so as not to cause the guest's disgust. When recording a guest's order, the waiter should stand on the left side of the guest, pay attention to the standing position and posture, listen attentively, and be ready to record at any time. If the food ordered by the guest is not on the menu, don't say it flatly? No? , and should try to meet the requirements of the guests. You can say politely: I'll discuss it with the chef right away and try to meet your requirements, okay? Wait; If the food ordered by the guests is out of stock, the waiter should take the initiative to apologize, get the understanding of the guests, and gently suggest that the guests order other dishes with similar tastes.
4. Meal room service
(1) Wine pouring service. Pour wine in strict accordance with the specifications and operating procedures. When the guests decide which kind of drinks to choose, the waiter should not take it for granted. Before opening the bottle, the waiter should hold the bottom of the bottle with his left hand and the bottleneck with his right hand. The trademark is facing the owner, so please identify it. This mainly contains three meanings: one is to show respect for the guests, the other is to check whether there are any mistakes in wine selection, and the third is to prove that the quality of the goods is reliable. The degree of pouring wine depends on the requirements of all kinds of wine. For example, pouring white wine is generally eight points full, that is, 3/4 of the glass; Red wine generally only pours 2/3 of the wine glass, because the red wine glass is bigger than the white wine glass, and it is not advisable to pour it too full at a time; Pour champagne twice, first pour 1/3, and then pour it to 2/3 or 3/4 when the foam subsides. When pouring beer or other sparkling wine, it is easy to spill out of the cup along the wall of the cup because of more foam, so the pouring speed should be slow, and it can also be poured twice or the beer can flow into the cup along the inner wall of the cup. The order of pouring wine is the guest first, then the host, and then clockwise. When pouring wine, don't touch the mouth of the glass, and don't hold it too high, so as not to spill the wine. Don't stand in one position and pour wine for two guests at the same time.
(2) serving service. Serving should be placed on the dining table with both hands from the guests' left. It is best to accompany or translate, not between the host and the guest, so as not to affect their meals. At the same time, you should announce the name of the dish, briefly introduce the flavor characteristics, allusions, eating methods, etc. of the dish when necessary, and then invite the guests to taste it. For example, the food served is soup buns, and some guests don't know the correct way to eat them, so they may be scalded by the soup in the buns. Therefore, it is necessary for the waiter to explain it first. There is also a good grasp of the timing of serving, following certain serving procedures, and flexibly grasping according to the requirements of guests and the speed of eating, so as not to just serve, resulting in a messy phenomenon of overlapping dishes on the desktop; Nor can the long interval cause embarrassment, cause dissatisfaction among guests and affect the quality of service.
(3) Dish service. Senior banquet dishes should be distributed in the order of first male guest, then female guest (general banquet should be based on first female guest and then male guest), second host and general guests. When dividing dishes, we should pay attention to distributing the high-quality parts of dishes to the guests or other guests, grasp the weight and distribute them evenly.
(4) Replace the tableware service. In order to reflect the preciousness of Lai cuisine, to highlight the flavor characteristics of dishes, and to keep the table clean and elegant, tableware needs to be replaced many times during eating. Important banquets require changing dishes for each dish, and the number of dish changes for general banquets shall not be less than three times. When replacing tableware, pay attention to whether the guests have finished eating (western food can be seen whether the knives and forks have been closed side by side). If you are not sure, you should ask softly? Excuse me, is this still necessary? Or? Can I withdraw? Never remove the tableware while the guests are eating, it is very impolite. Handle and remove tableware with care. If you use a tray, you should move gracefully and neatly.
(5) active service. In the whole process of guests' dining, waiters should actively provide corresponding services for guests to meet their needs. The so-called active service means that the waiter can realize and provide help in time through the signs (expressions, gestures, postures, etc.) shown by the guests when they need help before they speak. For example, when a guest gets up or looks around during a meal, it shows that the guest has something to ask for help or ask, and the waiter should take the initiative to help; If the guest picks up the teapot and puts it down, the waiter should take the initiative to add tea; When the guest holds the cigarette in his mouth and his hands are touching his pockets, the waiter should take the initiative to help light the fire; If you find that a guest has dropped chopsticks on the ground, you should come forward in time and change them into clean chopsticks, and so on. Basic dining etiquette terms
1. British style service
English style service, also known as family service, is mainly suitable for private banquets.
the waiter takes out the cooked food from the kitchen, puts it in a big plate and sends it to the host together with the hot empty plate. The host cuts the main ingredients and divides them into plates. The waiter acts as the assistant of the host and serves the dishes divided by the host to the customers one by one.
all kinds of seasonings and side dishes are placed on the dining table, and customers can pass them on to each other as needed. Customers like to attend a family dinner, take the food and eat by themselves. Waiters sometimes help the host to cut food, so they must have skilled cutting techniques and satisfactory plate loading and modeling skills.
English-style western food service is lively and labor-saving, but its pace is slow. It is mainly suitable for banquets and rarely used in popular western restaurants.
2. American style service
American style service is also called? Plate service? . All the food is cooked by the kitchen? Cough, shin, flat? 7. Why don't you wait for Tang Zheng? Huh? What's the matter with you? Hey, benzene, hip swelling, bad scratching and high? The class still stops? Well, is Taoboyou also a waste of dragons?
American western food service is simple, fast and low in labor cost, which is conducive to providing services to a large number of customers with a limited number of service personnel. It is often used for all kinds of banquets, and it is also a very popular service mode in western restaurants.
3. buffetservice.