professional ethics of restaurant waiters

? In today's world, talent resources have become the most important strategic resources, talents have become the focus of attention of enterprises, and the number of talents has become the main index to evaluate the core competitiveness of hotels. The basic requirement for talents is to have both ability and political integrity. Therefore, it is very necessary to strengthen the professional ethics education of employees. Specific to the catering service industry, service personnel are required to strengthen their service quality and skills, and at the same time, they must learn to abide by the corresponding code of conduct and code of conduct, which is the professional ethics of waiters.

I. Objectives of professional ethics education for service personnel

The main purpose of professional ethics education for service personnel is to cultivate the correct working concept of service employees, the sense of serving customers wholeheartedly and the spirit of unity and cooperation, the strict concept of organizational discipline and collectivism, and constantly improve the quality of service to customers.

1. Cultivate a correct concept of employment

Loving one's job is the most basic code of ethics in all professional ethics. It requires employees to love and be dedicated, enjoy their work, faithfully perform their professional duties, treat their professional activities with a positive attitude, keep forging ahead, give full play to their intelligence, and create extraordinary achievements in ordinary service posts.

2. Cultivate a good sense of teamwork

The management of modern hotels must rely on the perfect cooperation of teams to achieve success. There are no perfect individuals, only perfect teams? It has become an industry knowledge. Only by completely dissolving our professional behavior in the behavior of the whole team can we succeed. Therefore, only by mutual understanding, mutual support and timely communication between colleagues, posts and superiors and subordinates can we successfully complete our tasks.

3. Cultivate the awareness of obeying the law

Strict organizational discipline is the guarantee of doing a good job in restaurant service, the concrete embodiment of collectivism spirit, and the basic moral character that service personnel should have. The specific requirements for cultivating employees' strict concept of organizational discipline are: observing national laws and regulations, observing the rules and regulations of the unit and operating procedures, and striving to develop the habit of consciously obeying and consciously observing organizational discipline and implementing rules and regulations.

4. Cultivate the awareness of honesty and trustworthiness

Honesty and trustworthiness is the traditional virtue of the Chinese nation, the fundamental code of conduct for service personnel, and the secret to ensure the prosperity of hotels. Through professional ethics education, it is necessary to cultivate the consciousness of honesty and trustworthiness of service personnel, so as to ensure that they can treat people with sincerity and treat customers with sincerity in their work and do a good job in service.

second, the basic content of service personnel's professional ethics

service personnel's professional ethics is a form of professional ethics, which is a special embodiment of general social ethics in service occupation. Attendant's professional ethics is produced and developed by service personnel in the process of labor. It is a special moral requirement for service personnel to handle and adjust the relationship between people in service activities. Because it is closely related to the characteristics of service activities, it has different characteristics from other professional ethics. The professional ethics of service personnel mainly include the following contents:

1. Warm and friendly, guests first

The service department is the management department that directly meets customers, and the service attitude directly affects the service quality of restaurants. Enthusiasm and friendliness is a direct reflection of the restaurant's sincere welcome to guests, as well as the service staff's devotion to their posts and dedication to their work. Its specific requirements are:

① Modesty and prudence, respect for customers

② Enthusiasm and friendliness, humility

③ Helpfulness, keeping in mind the purpose

④ Compliance with morality, standardized behavior

2, sincerity and fairness, and credibility first

Honesty and trustworthiness. It is a lever to adjust the harmonious relationship between customers and hotels and between customers and service personnel. Only by taking into account the relationship among hotel interests, customer interests and service personnel interests can we gain the trust of customers. The specific requirements are:

① advertising, truthfulness and effectiveness

② keeping promises, performing duties

③ being honest and reliable, and not knowing how to find money

⑤ adhering to principles, seeking truth from facts

⑤ standardizing services, correcting mistakes

3, being polite and providing quality services. It is a remarkable feature of restaurant professional ethics, and its specific requirements are:

① neat appearance, generous manners

② smiling service, polite hospitality

③ beautiful environment, complete facilities

④ conscientious and thoughtful service

⑤ proper language, elegant conversation

⑤ obeying etiquette, being quick and safe

4, being safe and hygienic. In addition, good product quality is the premise and foundation for us to provide quality service to customers, and it is also the basic demand of service personnel's professional ethics.

① Pay attention to safety and eliminate hidden dangers

② Pay attention to hygiene, put cleanliness first

③ Grasp quality and produce excellent products

5. Unity and cooperation, taking care of the overall situation

Unity and cooperation, taking care of the overall situation, are important guarantees for the success of restaurant management, and they are also important for dealing with colleagues, posts, departments, superiors and subordinates, local interests and overall interests, and immediate interests and long-term interests. The specific requirements are as follows:

① unity and friendship, mutual respect

② close cooperation and mutual support

③ advanced learning, mutual help

④ developing style, mutual respect and mutual accommodation

6, abiding by the law, being honest and honest

It is the code of conduct for service personnel to correctly handle the relationship between individuals and collectives and between individuals and the state, which is not only The specific requirements are as follows:

① abiding by the law, practicing

② abiding by the duties, acting according to the rules

③ promoting healthy trends, resisting unhealthy practices

④ teamwork, courage to contribute

⑤ safeguarding national dignity, cherishing reputation

7, cultivating intelligence and skills, never tire of learning

improving their own quality and business skills. The specific requirements are as follows:

① Setting goals, working hard

② Strengthening the will

③ Finding the right orientation, studying hard and practicing hard

8. Treating customers equally

Meeting customers' popular, valued and understood needs is the basis of restaurant quality service. Therefore, every employee is required to treat customers with courtesy, and must not receive unequal reception and service because of the difference of social status and economic income, and must be resolutely abandoned? Take clothes and hats, and watch the guests cook? The stereotypes. Treat guests equally and treat them equally. As a service personnel's moral standard, it is to respect the personality and wishes of the guests, actively and enthusiastically meet the reasonable requirements of the guests, and make the guests in a comfortable, pleasing, equal and friendly atmosphere. The specific requirements are as follows:

① VIPs are the same as ordinary guests

② Domestic guests are the same as foreign guests

④ Eastern and Western guests are the same

⑤ New guests are the same as regular guests

⑤ Guests of different colors are the same

Under the premise of equal treatment, we should do six things:

① Take care of the guests who come first

② Take care of the foreign guests. Guests from hong kong, Macao and Taiwan

③ take care of VIPs and high-spending guests

④ take care of permanent guests and old guests

⑥ take care of black and minority guests

⑥ take care of women, children, the elderly, the sick and the disabled guests

3. Cultivation of good professional ethics

To cultivate good professional ethics, we need to start from five aspects: professional awareness, professional feelings, professional beliefs, professional behavior and professional habits. That is to say, on the basis of constantly improving professional awareness, gradually deepen professional feelings, hone professional will, strengthen professional beliefs, develop good professional habits and behaviors, and achieve the goal of noble professional ethics.

to improve professional awareness means to deeply understand the nature, position and function of the occupation you are engaged in, to clarify the service object, operating procedures and goals you should achieve, and to understand your responsibilities and obligations in professional activities, so as to improve your consciousness of loving your job.

to cultivate professional feelings means to think from a higher place and start from a lower place on the basis of loving your job, and to cultivate your feelings for your job bit by bit, and to deepen your sense of honor and responsibility for your job.

To hone professional will means that service personnel engaged in professional activities and performing professional duties are required to exercise themselves hard in the process of providing quality services to guests, overcome and solve various contradictions with strong will, and handle internal and external interpersonal relationships well.

a firm professional belief means that service personnel in different positions are required to do one line, love one line and specialize in one line, excel in their work, and make unremitting efforts to realize their professional ideals. Professional behavior and habits are actions taken under the control of professional knowledge, emotion, will and belief. After repeated practice, when good professional behavior becomes a conscious action and becomes accustomed to it, professional habits are formed.

The above factors are interrelated, interactive and mutually promoting. Only by giving full play to all professional factors can we achieve the goal of noble professional ethics. ? ;