Daily behavior norms and requirements of hotel waiters

1. Hair of gfd

1 male employee

1.1: No bleaching and dyeing; Keep your hair clean and free of dandruff; The collar is not covered behind the hair, and the ears are not covered on the side; Hair gel can be used, but not too greasy or wet;

1.2 face: clean, no beard and must shave every day; Always pay attention to and trim nose hair so that it is not exposed;

1.3 hand/nail: keep it clean and free from stains left by smoking; Trim nails regularly, the length can only cover the fingertips; No nail polish;

1.4 clothing: wearing the uniform stipulated by the company, and must be kept clean and tidy; In cold weather, the warm undercoat should be kept out of the uniform.

1.5 shoes: black leather shoes or cloth shoes, the leather shoes are polished brightly without damage; The sneakers worn by caddies must be kept clean.

1.6 socks: wear dark socks with no bright patterns, change them frequently and keep them odorless

1.7 accessories: only watches with simple and popular styles can be worn; Married people are also allowed to wear a ring (except kitchen employees)

1.8 name tag: it must be worn in the left chest area of the outermost uniform and kept bright and undamaged

2 Female employees

2.1 Hair: it is not allowed to bleach and dye colorful hair; Keep your hair clean and free of dandruff; Over-the-shoulder hair must be tied up, and colorful ornaments should not be worn. Hairpins should be black or dark

2.2 Face: keep clean, free from oil, dry and dandruff;

2.3 hands and nails: clean, neatly trimmed, and not painted with colored nail polish (restaurant waiters are forbidden to paint nail polish);

2.4 clothing: wearing the uniform stipulated by the company, and must be kept clean and tidy; When the weather is cold, the warm undercoat should be kept out of the uniform;

2.5 shoes: black leather shoes or cloth shoes; Leather shoes are polished and bright without damage; The sports shoes worn by caddies must be kept clean;

2.6 stockings: socks with flesh-colored colors must have no patterns, and cannot be spun or netted;

2.7 accessories: only simple watches and a necklace can be worn (necklaces should not be exposed outside the uniform); Married people are also allowed to wear a ring (except kitchen staff)

2.8 Job number: it must be worn in the left chest area of the outermost uniform and kept bright and undamaged

2.9 Make-up: it must be light makeup; Make-up should be completed before going to work; Do not use false eyelashes; Front desk staff should always make up their makeup, but not in front of guests (caddies are not required to make up);

2. Manner

1 Standing posture:

1.1 Good health and full of energy; Chest out and abdomen in, shoulders level, eyes level, mouth slightly closed, smiling.

1.2 in the service area, the body shall not be tilted from east to west, and shall not be leaning against furniture or walls; Arms droop naturally, no waist, no hands in your pockets; Don't play with things in your hands;

2 Sitting posture:

2.1 Keep your body straight, and don't fill your chair or sit on the edge; Stand up immediately when you see a guest;

2.2 when sitting in a chair, do not lean forward and backward, shake your feet and cross your legs, or lie down and sit; Do not lie prone on the workbench;

3 lines:

3.1 Walk with your head held high and your abdomen closed, your shoulders flat and your body straight;

3.2 Don't twist your waist when men walk, and don't shake your hips when women walk;

3.3 when walking, don't shake your head, whistle, eat snacks, look around, put your hands in your pockets or snap your fingers, and don't play with things while walking;

3.4 Don't hold hands, hook shoulders, hug the waist or lap with others when walking;

3.5 walk * right, don't walk in the middle; In narrow areas such as corridors, two people are not allowed to parallel;

3.6 when walking in the same direction, if you have to surpass the guests or superiors because of work needs, you should apologize politely and say you are sorry;

3.7 when walking with superiors and guests to the door, you should take the initiative to open the door and let them go first;

3.8 when the guests come face to face, they should take the initiative to sideways to make way for the guests;

3.9 In case of non-emergency events, it is forbidden to run or jump in the workplace;

4 hand posture:

4.1 When guiding the guests, keep your arms straight, fingers naturally close together, palms up and point to the target; At the same time, keep your eyes on the target and take into account whether the other party sees the indicated target;

4.2 don't use one finger or pen to give directions when introducing or indicating directions;

4.3 gestures should not be too much and the amplitude should not be too large when talking;

4.4 when handing something to a guest, you should respectfully offer it with both hands, and never throw it casually; It is also necessary to use both hands to pick up things from guests;

4.5 Never point your finger or pen directly at the guests

5 Nod and bow

5.1 When the guests or superiors come to the front, they should take the initiative to nod and say hello. Look at the face of the guest or superior when nodding;

5.2 When guests or superiors leave, they need to nod or bow, and say goodbye with respectful words.

3. Manners

1 Welcome guests first, see them off last, make way for guests when they pass, and don't get in the way, and don't pass among guests.

2. Prohibit all kinds of uncivilized behaviors in front of guests or superiors, such as smoking, eating snacks, picking your nose, picking your teeth, picking your ears, burping, sneezing, yawning, scratching your head, scratching your nails, stretching, etc. Even if you have to, you should try to take measures to hide or avoid it.

3 No spitting, throwing peels, scraps of paper, cigarette butts or other sundries; When you see debris on the ground, you need to pick it up immediately;

4 Keep the workplace quiet, speak softly, and don't make any noise or shout loudly, fight, whistle or sing minor tunes; No whispering;

5 Walk lightly, operate softly, and handle things lightly;

6 don't put anything under your arm on public occasions;

7. Don't tidy up personal clothes in public and make personal decoration;

8 when answering the phone in public, do not put the phone under your ear, and you must hold the microphone with your hands; When you need to find information during the answering process, you can temporarily put the microphone lightly on the desktop;

9 Don't always look at your watch in front of guests;

11 When you are working or talking with others, if a guest approaches, you should immediately signal that you have noticed his/her arrival, and you must wait for the guest to speak first.

4. Expression

When serving guests, we should pay attention to the following points in facial expressions:

1 Smile is the minimum expression;

2 Be warm, cordial and friendly;

3 be calm, relaxed and confident;

4 Be calm and steady, and be neither supercilious nor supercilious

5 Don't look bored, cold, stiff, angry or nervous, and don't make faces, stick out your tongue or blink;

5. Speaking

1 The intonation should be natural, clear, soft, friendly and not pretentious; Moderate volume, speed and tone;

2 swearing and insulting and contemptuous language are prohibited;

3 Speak artistically, and use honorific and polite expressions; The word "please" takes the lead, and "thank you" never leaves the mouth. Say "I'm sorry" for improper actions;

4. Pay attention to using proper appellation to address guests;

5 Pay attention to address the guest's surname. Before the surname is unknown, address him as "Mr" or "Ms";

6 Do not imitate the language, intonation and conversation of the guests;

7 it is forbidden to contradict, satirize or dig at guests under any pretext;

8 Answer the guest's questions concisely and accurately. You can't just say "I don't know" if you don't know the questions, but try to ask others for advice to answer the guests.

9 don't tell excessive jokes; When talking with more than three people, you should use a language that you understand each other, and you should not use dialects during work;

11 leave the guest in front of you and say "please wait". If you leave for a long time, you should say "Sorry to have kept you waiting" when you come back. Don't start service without saying a word

11 Basic courtesy expressions

A, salutations: miss, madam, sir, madam

B, welcome words: welcome to our hotel

C, greetings: hello, good morning, good afternoon, good evening

D, congratulations. I wish you a pleasant journey

f. Apology: I'm sorry for disturbing you

g. Response: Yes, ok, I see, you're welcome, thank you for your kindness

h. Thank you, thank you very much

i. Inquiry: What can I do for you? What can I do for you? Do you have anything else?

J, basic polite expressions: hello, please, thank you, sorry, goodbye.