2. For foods with shells, such as shrimps and crabs, use towels and hand-washing cups, and half a cup of warm black tea water should be filled in the hand-washing cup.
Usually, there are three main reasons for guests to add food: first, they don't have enough food, second, they want to buy food to take away, and third, they especially appreciate one dish and want to eat another.
4. After the dining guests leave, they should immediately clean the countertops and do a good job in the environmental sanitation of the restaurant, so as to achieve "three clean-ups and two no stay", that is, clean the countertops, clean the floor and clean the workbench, and leave no food or garbage in the restaurant.
5. When arranging cold dishes, pay attention to the color distribution, meat and vegetable collocation, color collocation, flavor collocation, the advantages and disadvantages of dishes, the reversal of knife edge and the distance between dishes according to the types and quantities of dishes.
6. Coffee, tea and cocoa are the three major drinks in the world. The country with the largest coffee production in the world is Brazil, followed by Colombia.
7. There are many people who drink black tea in Fujian, Guangdong, Guangxi and Yunnan, and Jiangnan green tea is more common. Tibet, Xinjiang, Inner Mongolia and other remote areas are used to drinking pressed tea and brick tea.
8. The so-called liquor refers to distilled liquor, which can be divided into grape distilled liquor, grain distilled liquor and mixed fruit distilled liquor according to the raw materials used and the production and drinking habits of various countries. But in restaurants, bars and sales departments, people used to divide spirits into six categories: gin, brandy, whisky, vodka, rum and tequila. Gin is also called gin. It was first produced in Holland, and became famous in the world after it was produced in England. It is the largest category of spirits in the world.
9. Brandy is distilled from grapes on the basis of wine. France is the most important producer of brandy in the world, among which cognac is the most mellow and of the best quality. Some people call this local brandy "cognac".
10. The most famous and representative whiskies in the world are Scotch Whiskey, Irish Whiskey, American Whiskey and Canadian Whiskey. Whisky should be stored for at least 8 years, and the best quality finished wine should be stored for 15-20 years, and the quality will decline after more than 20 years.
1 1. When preparing cocktails, it should be noted that the production of a perfect drink often requires three conditions to cooperate with each other, namely, the selection of materials, the use of decorations and the proper use of cups.
12. An excellent waiter should have good service attitude, manners, observation and communication skills besides loving service work and having skilled service skills and business knowledge.
13. When talking with customers, waiters must stand, keep their eyes on each other and use gentle and patient language to show respect.
14, waiters should be flexible and able to skillfully use established principles and procedures to solve emergencies. We should establish good relations with managers, colleagues and guests, and strive to maintain safe, effective and successful service to promote the operation of restaurants.
15. When the waiter stands, cross his hands behind his back or hang them in the pants (male waiter) or put his hands in front of his abdomen (female waiter), hold his head up, abdomen in and chest out, eyes straight, feet together, and there is a punch in the middle.
16, the quality requirements of catering service personnel include service attitude, language, code of conduct, appearance and personal hygiene. Attention should be paid to language conversation: greetings should be standardized, salutations should be appropriate, and telephone language should be paid attention to.
17. The skills of catering service include tray, wine pouring, table setting, serving, dish dividing, napkin folding, etc. Learning, mastering and skillfully using these basic skills is a necessary condition for doing a good job in catering services.
18. When loading the pallet, the items in the pallet should be arranged neatly, in an arc or in a row.
19. When holding the tray lightly, the left hand naturally bends into a 90-degree angle, and the palm naturally forms a concave shape.
20. When trusting the tray, don't touch the shoulder at the bottom of the tray, don't approach the mouth in front of the tray, and don't rely on the hair behind the tray. When carrying out heavy-duty operation, it should be flat, steady and loose.
2 1, the technical requirements for pouring wine are higher, and it is necessary not to drip or spill, and many do not overflow.
22. The order of western food is first guest, then host, then female, then male, that is, according to the order of guest, host or female guest, host, male guest, and then other guests.
23, napkin folding, flexible grasp according to the specific situation, and strive to be simple, fast, neat, beautiful and generous.
24. According to the appearance of folded napkins, they can be divided into three categories: animals, plants and articles.
25. There are three ways to divide dishes at a Chinese banquet: separate tables, cooperation between two people, and side tables.
26. Western banquet tables mostly use long tables, while Chinese banquets mostly use round tables.
27. There is a lot of wine at western banquets. Almost every dish has a kind of wine. You should pour the wine before serving.
28. The basic skills of napkin folding are folding, pushing, rolling, wearing, taking, turning, pulling, breaking and pinching.
29. Chinese simple meals are divided into standard meals and zero meals.
30. Chinese food is served in the following order: cold dish, hot dish, soup, snack and fruit.
3 1. When serving, the dish should be placed horizontally in the center of the turntable from the third seat gap next to the host's seat. In Chinese food service, it is more convenient to advocate the method of "upper right and lower right", which is also in line with the practice of catering services in various countries.
32. How much should the waiter know about the menu?
The waiter should be familiar with the banquet menu and the flavor characteristics of the main course, and be prepared for serving, delivering and answering the guests' inquiries about the dishes. At the same time, we should know the service level of each dish and ensure that the service is carried out accurately. For the menu, we should be able to accurately name each dish, accurately describe the flavor characteristics of each dish, accurately tell the ingredients of each dish, accurately know the preparation method of each dish, and serve it accurately.
33, all kinds of wine storage and custody should pay attention to what aspects?
All kinds of wines should be stored according to their own characteristics. White wine, champagne and sparkling wine are stored in cold storage respectively, and red wine is stored in special wine warehouse. Their normal storage temperature is generally higher than 10- 14 degrees Celsius. It is necessary to prevent strong light or direct contact with the wine bottle, avoid placing impurities other than alcohol in the wine warehouse, and prevent odor pollution.
When the alcohol content is less than 14%(V/V), the bottle should be laid flat with the label facing upward, so that the cork can be soaked and expanded by the wine, and the air can be isolated, thus achieving the purpose of anticorrosion.
For distilled liquor, most bottles need to be placed vertically to facilitate the volatilization of liquor in the bottles, so as to reduce the alcohol content and improve the liquor quality and liquor style.
34, restaurant waiter's code of conduct:
(1) Polite and reasonable actions; (2) Maintain personal cleanliness and hygiene; (3) punctuality in work and a sense of time; (4) Caring for colleagues, being helpful, having cooperation and team spirit, and giving full play to the goal of * * * *; (5) Be flexible and able to skillfully use established principles and degrees to solve emergencies; (6) Good language skills; (7) Understand the leadership intention and obey the leadership; (8) Cultivate work interest and develop potential; (9) Establish good relations with managers, colleagues and guests, and strive to maintain safe, effective and successful services to promote the operation of the restaurant.
35. Extraction sequence: first collect porcelain, such as plates, soup bowls and spoons. Then cash registers, knives, chopsticks, etc. Finally, according to the order of small square towel, napkin and glass wine set, move the tables one by one.
36. General principles of napkin pattern selection: (1) Choose patterns according to the nature of the banquet; (2) Choose the flower pattern according to the scale of the banquet; (3) cold splicing is carried out according to colors, and matched patterns are selected; (4) selecting flower patterns according to seasons; (5) according to the guest's identity, religious beliefs, customs and hobbies, choose flower patterns; (6) Choose patterns according to the arrangement of the guest and host seats.
37. The basic requirements for setting a table in a restaurant: the tableware pattern is aligned, the distance is symmetrical, it is neat and beautiful, clean and generous, and it provides guests with a comfortable dining position and a set of necessary dining utensils.
38. Banquet seating arrangement: arrange the number of tables according to the number of people attending the banquet, and reasonably determine the position of each table; Highlight the main table and open a main passage in the banquet hall to facilitate guests and waiters to walk; According to the identity of the host and guests attending the banquet, determine the corresponding seats.
39. How to deal with the waiter's careless soiling of the guest's clothes: apologize to the guest sincerely and try to clean it up. A waiter can't scrub for a female guest. He should let other waitresses do it for him or let the guests scrub themselves. If possible, we should send our guests' clothes to the washing department for free.
40. If the guest booked a banquet, but the meal time hasn't arrived yet: (1) Contact the banquet sales department immediately to find out whether the guest canceled or postponed the banquet; (2) If the banquet is postponed, inform the kitchen immediately; (3) Cancel the banquet and claim compensation from the organizer according to regulations.
4 1. Handling of ordering food on behalf of customers: When a guest asks the waiter to order food on his behalf, the waiter at the front desk should carefully consider and observe, get to know the guest by watching, listening and asking, and make reasonable and appropriate arrangements according to the guest's customs, eating habits, specific number of people, consumption level and taste requirements. "Look" means looking at age, gender, attitude, behavior and mood; "Listening" is to judge the nationality and region by listening to the accent, and then recommend the corresponding dishes according to the dietary characteristics of the region and nationality. "Ask" is to ask the guests what specific requirements they have. People with religious beliefs should respect their life taboos when choosing dishes. After the variety is determined, you should tell the guests the variety, specifications and price of the dishes. After the guests agree, you can open the order notice and enter the kitchen.
42. What to do when the dish requested by the guest is not on the menu: When dealing with this situation, first ask the chef if this dish can be cooked well. If there are raw materials in the kitchen, the chef is willing to cooperate, and the requirements of the guests should be met day by day; If the kitchen is temporarily out of raw materials, you should explain the cooking time to the guests or ask them to make a reservation.
43. Handling of guest complaints about the quality of dishes: When guests have complaints about the quality of dishes, they should think calmly and take them seriously. If the food does have quality problems, you should apologize to the guests immediately, get the consent of the supervisor and the assistance of the production department, and immediately change the food to another one with good quality, or suggest that the guests change to a dish with similar taste. If the guests are really unreasonable, they should report to the supervisor or manager and ask them to deal with it.
44. What should I do if the food ordered by the guest is sold out? If the food ordered by the guest has been sold out, I should tell the guest in time, apologize to the guest, and then ask the guest if he wants to change the food. If the guest says that he can change to a new dish, he should take the initiative to introduce some similar or simple dishes that can be served quickly, and fill in the menu quickly, so that the kitchen can prepare the dishes for the guests as soon as possible.
45. How to deal with the doubts about the guest's bill: The waiter should ask the guest to wait for a while and check it at the bill counter himself. If it is really the hotel's fault, he should sincerely apologize to the guests and cross off the redundant accounts on the menu to ask the guests to pay the bill; If the bill is correct, the waiter should take it to the guest and say, "Sir, after checking, the bill is correct. Would you please check it yourself? " When the guest checks it correctly, please pay, thank the guest sincerely and welcome the guest to come again. If the guest is unreasonable, ask the supervisor or manager to solve it.
46. How to order drinks for guests: (1) When ordering drinks for guests, you should stand on the host's right hand side or in an appropriate position and ask the guests what drinks or drinks they need; (2) When guests hesitate or ask what drinks we have, they should immediately recommend the varieties of drinks provided by the restaurant to the guests; (3) When introducing the varieties of drinks, there should be a pause in the middle to give guests a chance to consider and choose the varieties we introduced; (4) Repeat the types and quantities of drinks and drinks ordered by the guests for confirmation; (5) Finally, politely ask the guests to wait and provide drinks and drinks for the guests as soon as possible.
47. How to open red wine for guests: (1) Red wine should be placed in a wine basket or wine rack, stored at room temperature and not shaken, so as not to affect the quality of wine; (2) If the guests need it, they should carefully take it to the owner's right hand side together with the wine basket or wine rack (the trademark on the wine bottle faces outwards) for the guests to sign; (3) After the guest approves, put the wine bottle together with the wine basket or wine rack in a proper position on the table, and then prepare to open the bottle; (4) See the next question for the opening steps.
48. Steps when opening a bottle of red wine: (1) Show the bottle to the guests before opening the bottle; (2) First, wrap the bottle with a clean napkin cloth, then peel off the tin foil on the bottle mouth and wipe it clean. Screw the spiral cone for drilling wine into the bottle stopper, slowly pull up the bottle stopper, and then wipe the bottle mouth with a napkin; (3) In the process of opening a bottle, the movement should be light, so as not to shake the bottle to wash away the wine residue at the bottom of the bottle and affect the taste of the wine.
49. Handling of guests bringing their own drinks to the restaurant: (1) Explain to the guests that the restaurant must charge a bottle opening service fee according to the regulations; (2) After obtaining the consent of the guests, set corresponding glasses for the guests; (3) Provide supporting services for guests. For example, whisky and other wines should be added with ice, and rice wine should be heated.
50. Handling of knocking over the guest's glass: When the glass is knocked down due to careless operation, you should apologize to the guest and immediately lift the glass to check whether it is damaged. If it is damaged, replace it with a new cup immediately; If there is no damage, quickly spread a clean napkin on the wine trail, then put the glass back in its original place and pour it again; If the guest accidentally breaks or knocks over the cup, the front desk clerk should do the same; If the guest's clothes are dirty due to the waiter's fault, wipe them with a clean towel. If the stain is not cleaned, clean it for the guest free of charge with the consent of the guest. The waiter should not scrub the female guest, but ask the waitress to help him clean it.