knowledge training of catering etiquette in catering training materials (1)

1. What are the "four essentials" of smiling?

To create a beautiful smile, we must strengthen the artistic accomplishment of laughter, eliminate bad habits, and achieve four essentials of smiling:

First, we must combine the mouth, eyes, nose, eyebrows and muscles to achieve a real smile. A smile from the heart will naturally mobilize people's five senses; Eyes slightly narrowed, eyebrows raised and slightly bent, nose wings opened, facial muscles closed, corners of mouth upturned, and lips bared. Only when the eyes, eyebrows, nose, muscles and mouth reach can we be kind and touching.

Second, the expression should be combined to show temperament. When you laugh, you should be energetic and energetic, and you should laugh kindly and sweetly. Such a smile, accompanied by stability and cultural accomplishment, can show temperament. Smile is that it is smiling on the face, and "containing" gives people a memorable, profound and inclusive feeling. If you grin or open your mouth and laugh, no matter how good your temperament is.

Third, sounds and feelings are rich, which complement each other. Smile and language beauty are often twin sisters, and a sweet smile with polite language sets them off. If you smile on your face but make rude remarks and rude language, your smile will lose its meaning; If the language is polite, but expressionless, it will make people doubt your sincerity. Only when the sound and emotion are full, enthusiasm and sincerity can be understood and play a icing on the cake.

Fourth, it should be in harmony with the beauty of appearance and manners, and form a perfect and unified effect from the appearance.

second, what are some bad habits when sitting?

The bad habits mainly include:

(1) bending back, hunching shoulders

(2) slumping in a chair or leaning forward and backward, swinging one's legs and crossing one's feet on the armrest of a chair or sofa and putting them on the coffee table.

(3) The upper body lies on a desk and chair or on my lap.

(4) When the feet are forked or splayed, the lady should not cross her legs when sitting, but keep her knees close.

(5) Take off your shoes or rub them on the ground.

(6) When you sit down, you keep fiddling with things, such as hair, rings, fingers, etc.

3. What are the basic principles of etiquette in interpersonal communication?

in modern social life, interpersonal communication should follow such basic principles as "respect", "compliance", "self-discipline" and "moderation".

4. What kinds of greeting gifts are commonly used in interpersonal communication?

hat-taking, hand-shaking, hand-raising, bow-bending, curtseying, hugging, kissing, hand-arching, folding, and so on are popular in the world. One of the most common gifts is the handshake.

5. what are the rules for delivering business cards?

To participate in various formal activities, you should prepare your business cards with you, put them in a special business card holder and put them in a pocket that is easy to take out. When you need to deliver a business card, you should stand up, walk up to the other party, look at the other party with a smile and friendly eyes, face the other party with your hands or right hand, and respectfully deliver it, accompanied by oral introduction and greetings. If I deliver my business card to many people at the same time, I can deliver it in order from respect to inferiority or from near to far. Business cards should be given to the guests who participate in the activities in an independent capacity, not just to the leaders and ladies, giving people the feeling of taking advantage of one another.

When delivering business cards, you should not introduce yourself and rummage around for your business cards, or take out a stack of business cards and rummage through your business cards slowly, which seems to be absent-minded. Don't casually spamming, especially avoid repeatedly delivering business cards to a person.

VI. What do you mean by "three hospitality" in the service process?

The so-called "three-tone hospitality" refers to the fact that service personnel, in the face of consumers, must naturally do: welcome when coming, answer when asking, and send when going. These three sounds are the basic skills that every service personnel should have in civilized service.

VII. What are the four don't talk about?

in the face of consumers, there are four things that service personnel can't say, which must be done.

don't speak disrespectful language;

don't speak unfriendly language;

don't speak rude language;

do not speak impatient language.

VIII. How to provide quality service?

(1) do your best. Is to serve well with all one's heart and soul under the conditions of one's ability.

(2) do your best. Do your best to do what you can.

(3) strive for perfection. Do things as perfectly as you can, and strive for perfection.

(4) strive for satisfaction. Whether the service is of high quality or not depends on whether consumers approve it or not, and we should strive to satisfy consumers.

knowledge training of catering etiquette in catering training materials (2)

9. What is the conventional interpersonal distance?

For the staff, the conventional interpersonal distance that they need to keep from the clients in their own jobs can be roughly divided into five types:

(1) Service distance. When providing services directly to clients, the service distance should be between 1.5m and 1.5m;

(2) the display distance, the staff need to operate and demonstrate in front of the service object, and the display distance should be between 1 and 3 meters.

(3) Guiding distance generally refers to the distance between the staff and each other when leading the way for the clients. The staff should March about 1.5 meters in front of the left of the service object.

(4) Standby distance refers to the distance that a staff member must keep with the other party when the client has not called himself to provide services. Under normal circumstances, it should be 3 meters away, as long as the client can see it.

(5) Trust distance refers to a distance that staff members use to express their trust in the service object, and at the same time to make the other party more absorbed in browsing, considering, choosing or experiencing the service, that is, to leave the other party and disappear from the other party's sight. When taking such a distance, we must guard against two points: first, don't hide nearby, as if we were spying on the client; Second, don't go and never return, so that the client can't find anyone when he needs the help of the service staff. In addition to these five kinds of distances, the staff should also know about their taboo distance in their work, which is also the distance that should be avoided from the service object, that is, the distance less than 1.5, which is absolutely unacceptable without special reasons.

11. What do the three languages and five tones of service personnel mean?

service personnel should use three languages well in their work, namely, respect, greeting and address.

Five tones refer to welcoming guests when they come, addressing them when they meet them, thanking them when they are helped, apologizing when they bother them, and seeing them off when they leave.

Xi. How can the room staff do three things lightly?

The guest room is a resting place for guests, so keep quiet. Therefore, the room attendant should do three things when working in the room area, that is, speak lightly, walk lightly and operate lightly. For example: don't talk loudly in the guest room area, sing loudly; Don't be too loud when answering or paging the phone or make a hullabaloo about in the corridor; Don't open and close the door too heavy.

12. How can restaurant service personnel be diligent?

Restaurant waiters should be diligent in their work, namely, diligent in eyes, diligent in mouth, diligent in hands and diligent in legs. The so-called diligence means that the waiter should keep an eye on all directions and listen to all directions to see what help the guests need; The so-called mouth-to-mouth, refers to the waiter pay attention to politeness, have questions and answers; The so-called hand-service, refers to the waiter does not share the responsibility, foreign affairs, and actively do the work; The so-called leg attendance means that the waiter should walk around his work area frequently to meet the needs of the guests in time.

when guests get up after dinner, the waiter should send them off warmly. The closing of Taiwan should be carried out after all the guests have left, and it is impolite to rush into it.

XIII. What are the common wrong gestures of service personnel?

the waiter should also prevent or correct the following common wrong gestures during the service.

(1) pointing. Waiters are not allowed to point their fingers at others at will, especially when talking with others. If you point your fingers at each other's face, especially at the tip of their nose, it is even more disrespectful to each other.

(2) wave at will. Don't wave to the other party at will when receiving the client. The general meaning of waving is to refuse others, and sometimes it means being extremely impatient.

(3) Hold your arms. Holding your arms in front of you, this gesture often implies narcissism. If the service personnel behave like this in front of the clients, it will naturally make people feel upset and unhappy.

(4) wrap your head with both hands. Doing so when serving others will give people the feeling of being arrogant.

(5) fiddling with your fingers. Playing with your fingers repeatedly can give people a sense of hysteria.

(6) Put your hands in your pockets. If you put one hand or two hands in your pocket at work, it will give people a break from busy work and they don't do their best.

(7) posing. Tidy up your clothes at work or dress yourself up.

XIV. How do service personnel get in and out of the elevator?

when service personnel work in high-rise buildings, it is inevitable that they often need to use elevators. Generally speaking, we should pay attention to four aspects

when using elevators:

(1) Use a dedicated elevator.

if our company makes clear regulations, we must consciously abide by them. Service personnel should not mix the same elevator with the service object.

(2) Keep in mind that first in first out last out.

When taking the elevator, the general rule is that people outside can enter only after the people inside come out, otherwise there will be chaos once there are too many people entering and leaving the elevator.

(3) Take good care of the clients.

when the service personnel meet strangers in the elevator, they should be polite and ask them to come in first and out first. If you are responsible for accompanying the other party, there are special requirements when taking the elevator. When taking the unmanned elevator, the service personnel must go in and out by themselves in order to control the elevator. When taking a manned elevator, the service personnel should be last in and last out.

(4) Respect the passengers around you.

when entering and leaving the elevator, most people should walk sideways to avoid collision and trampling on others. After entering the elevator, you should stand inside. If there are many people, it is best to face the inside or face others sideways. Before you get off the elevator, you should be prepared and change to the elevator door in advance.

Training on catering etiquette knowledge of catering training materials (3)

15. What details should you pay attention to when entering and leaving the door?

When entering or leaving the room, you should pay attention to the following details:

(1) Inform first

When entering or leaving the room, especially before entering the room, you must knock on the door and ring the bell to inform the people in the room.

(2) To open and close the door by hand

When entering or leaving the room, be sure to open or close the door by hand. It is absolutely forbidden for service personnel to use their heads and elbows to push, knees to arch, hips to bump, toes to kick, heels to push, etc. when opening and closing doors.

(3) Face others

when entering or leaving the door, especially when entering or leaving a small room with people you know well, it is best to close the door and open the door with a backhand, and always pay attention to facing each other instead of facing your back.

(4) When going in and out after entering

When going in and out of the door with others, in order to show respect for others, the service personnel should generally go in and out after themselves, and ask the other party to enter the door first and go out first.

(5) To pull the door for people

Sometimes, when accompanying and guiding others, the service personnel have the obligation to pull the door for the other person when entering or leaving the door.

XVI. What is the correct way for the waiter to raise his hand?

Raise your hand to express greetings, salutations and thanks to the clients. It can be done quietly or accompanied by relevant words. When the service personnel are busy, they can immediately eliminate the feeling of being left out. According to etiquette norms, the correct way for service personnel to raise their hands to greet each other includes the following requirements:

(1) When raising their hands to greet each other

, the whole body should stand upright and face each other, at least the upper body and head should face each other. Smile while looking at each other.

(2) Raise your arm

When greeting, you should extend your arm from bottom to top. The arm can be slightly bent or completely straight.

(3) palms facing outward

When greeting, palms face outward, that is, facing each other, and fingertips face upward. Never forget to open your palm.

(4) Don't swing around

Raise your hand to greet you, and gently stretch your arms up from bottom to top, instead of swinging back and forth from top to bottom or left and right.

XVII. What should I pay attention to when waving goodbye?

Waving goodbye is a common gesture used by service personnel to say goodbye to their clients. When using this gesture, we should pay attention to the following five points:

(1) Stand up straight, try not to walk or run around, let alone shake your body.

(2) Look at the other person, and the gestures will be standardized. If you don't look at the goodbye object, it will be interpreted as "arrogant" by the other person.

(3) Put your arms forward. When you say goodbye, you can use your right hand and both hands. But make your arms try to go up and stretch forward, and your fingertips must go up. Don't stretch your arms too low or bend them too much.

(4) palms facing outwards. When making this gesture, be sure to keep palms facing outwards. Otherwise, it is very impolite.

(5) wave left and right

When waving goodbye, gently wave your arms to the left and right, and try not to swing up and down. When you say goodbye with both hands, you should wave your hands back and forth from the outside to the inside at the same time.

XVIII. How to use polite expressions correctly?

In interpersonal communication, the use of polite expressions has become a sign to measure the beauty of language. People generally turn polite expressions into conscious behaviors. Some people have compiled common polite expressions into jingles:

I have heard a lot about you when I first meet you, and I call on others when I visit you.

Please don't send someone to stay, and the other party sends me a letter asking for a letter.

Ask someone to help me say excuse me, ask for convenience and excuse me.

Please ask someone. The returned items are called return,

welcome to buy and patronize, and the old people are called longevity.

When guests come to use them, please leave them on the way.

Give away the works with an axe and wait for the guests.

Ask for forgiveness and excuse me, and bother others.

I haven't seen you for a long time, so please entrust others to do things.

Please use them separately with others.

knowledge training of catering etiquette in catering training materials (4)

XIX. What are the taboos of service terms?

service personnel are forbidden to use service taboos. Service taboos usually refer to the taboo words in the service industry, that is, some words that service personnel should not use when serving people and should try to avoid using them. From the point of view of improving service quality, we don't need service taboos, but ask the service personnel to learn manners well, improve their literacy and maintain the image of the enterprise and themselves.

(1) Don't speak disrespectful language

In the course of service, any language that lacks respect for the clients shall not be used by the service personnel. Under normal circumstances, disrespectful words mostly violate the personal taboos of the clients, especially some taboos related to their physical conditions and health conditions.

(2) No unkind words

In