The six operating skills refer to six items: tray, pouring wine, table setting, napkin folding, serving and dish dividing.

1. Pallets

(1) Types and uses of pallets.

there are wood thorns, metals (such as silver, aluminum, stainless steel, etc.) and bakelite products in the tray. According to the purpose, it can be divided into three specifications: large, medium and small, round and rectangular.

① large and medium rectangular trays are generally used to transport heavy items such as dishes, drinks and dishes;

② large, medium and small plates are generally used for pouring wine, displaying drinks, delivering vegetables, serving dishes, etc., especially small plates.

③ The small rectangular tray with a size of 1.5 cm× 11 cm is used to deliver bills, collect money and deliver letters.

(2) Arrange the plates.

select the tray reasonably according to the purpose, and wipe the bottom and surface of the tray, preferably using rubber pads to prevent sliding. Generally, the loading is heavy and tall in the inner file; Light things and low things are in the outer stalls, the items that come to the table first are in the front, and the items that come to the table later are in the bottom and behind.

(3) The way of holding the tray

depends on its weight difference. It is divided into light support and heavy support. Light support is also called chest support. The left arm is bent at an angle of 91℃, the palm is up, and the five fingers are separated. The palm naturally forms a concave shape, and the palm is not in contact with the bottom of the dish, and is supported flat on the chest. Trust (also called shoulder support), hold the edge of the tray with your left hand, hold the bottom of the tray with your right hand, and help lift the tray to your chest with your right hand. Turn your wrist upward and weigh the tray on your shoulder.

(4) essentials.

① Hold lightly without touching your abdomen, be flexible in your wrists, and avoid being stiff and walking briskly; The bottom of the heavy tray does not rest the shoulders, the front is not close to the mouth, and the back is not fat. The right hand naturally swings to hold the front inner corner of the tray.

② The tray does not cross the guests' heads. Always pay attention to the changes in quantity, weight and center of gravity, and move your fingers accordingly.

2. Pour drinks

(1) Division of the position of the guest and the host.

waiters should stand on the right back of the guests. When the guests are seated, they should display the wines on the tray for selection. They should start from the main guest, go to the host, and then the second guest in a clockwise direction. If two waiters serve at the same time, one will start from the main guest and the other will start from the deputy guest in a clockwise direction.

(3) pour posture.

lean forward slightly, put your right foot between the two chairs, stand on tiptoe slightly with your left foot, pour out your right arm, hold the tray out slightly with your left hand, and don't stick your body to the guests.

(4) essentials.

① Hold the bottom half of the bottle in your right hand, and the logo will be displayed to the guests outwards. It is advisable to have a distance of 2 cm between the bottles without a glass.

(2) It is advisable to fill all Chinese food with eight points, which shows respect. When pouring a moderate amount of alcohol, don't suddenly lift the bottle, but stop for a while, rotate the bottle and lift the bottle mouth, so that the last drop of wine will be evenly distributed on the edge of the bottle mouth with the rotation of the bottle body, so as to avoid the water droplets from spilling on the tablecloth or guests.

③ When the pouring speed is controlled, the amount of alcohol in the bottle decreases, and the flow speed is faster, which is easy to overflow, especially for beer. When beer is mixed with soda, you should pour soda first, then beer.

④ When the glass is knocked over or the wine overflows, quickly spread a clean napkin and refill the wine.

3. Set the table

(1) Spread the tablecloth.

The waiter stands at the side of the theme, shakes off the tablecloth with both hands and lays it on the table top, with the crease of the tablecloth facing upward; When mounting the turntable base, press it on the "cross" crease seal. The four corners are even and symmetrical and perpendicular to the table feet. There are two ways to spread tablecloth: one is push-pull method; The other is the fisherman's net method.

(2) table shape.

general positioning is to use last week's edge positioning.

table for four: cross symmetry;

frustum of a cone for six people: the word is centered and symmetrical;

Eight-person frustum: cross-centered, symmetrical in pairs;

a round table for ten people: the word is centered and symmetrical;

twelve-person frustum of a cone: cross-centered, and every pair is the same.

(3) Placement of breakfast utensils.

Dining plate (or bone plate): placed in various table shapes, about 1.5 cm away from the table (or one index finger position);

saucer: placed on the right side of the bone saucer, about 1.5cm away from the table;

teacup: it is buckled on the saucer, and the ear of the teacup is right;

soup bowl: placed directly above the bone dish;

spoon: put it in the soup bowl with the handle on the left;

chopstick rack and chopsticks: the chopstick rack is placed on the right side of the bone plate; The bottom edge of chopsticks is 1.5 cm away from the edge of the table, between the bone dish and the saucer.

(4) Set the table for lunch and dinner.

bone plates: placed in various table shapes, with the edge of the plate 1.5cm away from the edge of the table;

saucer and teacup: the saucer is on the right side of the bone dish, 1.5cm away from the table; The teacup is buckled on the saucer, and the cup ear is to the right;

soup bowl and spoon: the soup bowl is above the bone plate to the left, the spoon is in the bowl, and the handle is on the left;

flavor plate: the flavor plate is to the right above the bone plate (pay attention to pour the soy sauce just over the bottom of the flavor plate, not too much);

beverage cup: buckled or vertically placed above the soup bowl and flavor dish (for example, a sweet wine cup and a spicy wine cup should be added at a banquet, with the sweet wine cup on the middle line of the bowl and flavor dish, the beverage cup on the left side and the spicy wine cup on the right side, and the middle lines of the three cups should be in a straight line);

Chopsticks rack, chopsticks: Chopsticks rack is on the right side of the bone dish and balanced with the upper edge of the flavor dish; The bottom edge of chopsticks is 1.5 cm away from the table. Between the saucer and the bone saucer;

toothpick: put it between chopsticks and bone plate (note: the side of chopstick sleeve and toothpick sleeve printed with the Chinese name of the hotel or the shop logo should face upwards, facing the dining table).

(5) other items are placed.

turntable: it is mostly used on large round tables, and the bottom of the turntable should be pressed in the center of the "cross" hem of the tablecloth.

ashtray: the square table is placed at the side of the vase, paying attention to the uniform placement position. The large table is placed in the shape of a "pin", one on the upper right of the host, between the escort and the fourth guest; One between the translator and the second guest.

flower arrangement: vase flower arrangement or single flower arrangement is generally placed in the center of the small square table, while potted flower or multi-branch flower arrangement is generally placed in the center of the turntable.

(6) essentials.

① When operating the left-hand tray, place the tableware with the right hand clockwise from the host's seat;

② Pay attention to four straight lines:

All table feet in the dining room should be in a straight line horizontally and vertically;

the legs of all dining chairs in the dining room should be in a straight line horizontally and vertically;

all the table cloths in the dining room should be folded in a straight line;

The ashtray, vases and flowerpots on all dining tables in the restaurant should be in a straight line.

4. napkin folding

(1) the function of napkin folding.

① Highlight the theme: the different flower shapes and decorations of the oral cloth flowers can point out the theme of the banquet and mark the guest seats. Guests can tell their position from different flower shapes as soon as they enter the restaurant.

② Beautify the mat surface: Napkin flower is not only an integral part of setting the table at a banquet, but also an indispensable ornament. It can play a role in rendering the banquet atmosphere and enhancing the artistic appeal. If the flower shape of mouth cloth and delicious dishes echo each other, coordinate and be beautiful and unified, it will receive good results of delicious dishes.

③ Hygiene and cleaning: Oral cloth flower is a kind of sanitary product, which can be used by guests to wipe dishes, chopsticks and wine when eating, and can also be tucked on their chests or spread on their legs and knees to prevent soup and wine from contaminating their clothes. You can also wipe your mouth and hands after meals to keep yourself clean.

The basic requirements for folding napkins are: simple and beautiful, and easy to fold; Vivid shape selection and vivid image; Each has its own characteristics and strives for novelty; Priorities are clear and varied.

(2) Basic techniques of napkin folding.

nine kinds of folding, folding, rolling, threading, grasping, turning, pulling, breaking and pinching;

(3) Five kinds of commonly used disc flowers.

(4) Ten kinds of cups and flowers are commonly used.

(5) Common themes are:

① Dish flowers: bishop's hat, mushrooms after rain and penguins.

② cup flowers: banana leaves, white cranes and horseshoes bloom.

(6) Precautions:

① The napkin should be clean, crisp and undamaged.

② The cups for flowers should be free of fingerprints and stains; Transparent and clean, the console should be smooth and clean, and the hands should be clean when folding flowers.

③ napkins that have just been used in the pot should not be put into use again.

④ Pay attention to hygiene when folding napkins, and don't bite with your mouth.

5. Serving

(1) Serving position and order:

Serving sideways from the gap between the first and second positions on the right side of the deputy theme (that is, between the interpreters and accompanying staff). The order of serving is generally cold dishes first, then hot dishes, and finally soup, snacks and fruits. However, Cantonese cuisine is used to soup first and then dishes.

(2) Requirements:

① Name the dish when serving, and serve the seasoning first if any;

② follow the principle of "spreading right on the upper right";

③ High-grade dishes should be placed in the position of the guest of honor first, and general dishes should be oriented to the host;

④ Add a spoon to the granular dishes, and generally add a saucer to the wok.

⑤ The food with shell should be accompanied by towel and hand washing water.

6. Dishes

(1) Dishes utensils:

Dishes * (service *), Dishes spoon (service spoon), public spoon, public chopsticks and long spoon.

(2) Method of dividing dishes:

① Table-dividing method: the waiter stands on the right side of the guests with the service * and spoon, and distributes them clockwise from the guest seat.

② Two-person cooperation: one waiter stands between the translator and the escort to divide the dishes, and the other waiter walks clockwise from the guest, bringing out the guests' bone plates, putting them back in their original positions after serving the dishes, and then the next one.

③ Side-table dish-sharing: The waiter brings the dishes to the stage, introduces the dishes for the guests to watch, and then brings them back to the service desk. After the waiter distributes the dishes into bone plates, they are delivered on trays, and the dishes are delivered to each guest from the right side of the guests in turn.

(3) Order:

① First, host and guest, and then distribute them clockwise.

② First the guest of honor, then the second guest of honor, and then the last host is assigned clockwise.

(4) Precautions:

① When dividing dishes, be aware of the number of dishes on each plate and divide them evenly.

② Head and tail are not given to guests. * Don't scrape the spoon on the plate; Generally, it is not necessary to divide all the dishes, but to leave a quarter of the dishes to show the richness of the dishes and prepare for the addition of guests.

In addition, you should have the following six abilities:

Language ability

Language is an important tool and way for waiters to establish good relations with guests and leave a deep impression. Language is the material shell of thinking, which embodies the waiter's spiritual cultivation, temperament and attitude. The two most important aspects that guests can feel are the words and deeds of the waiter.

When expressing, the waiter should pay attention to the natural smoothness and affability of his tone, keep a constant speed of speech, and be calm and polite at all times. Words that show respect and modesty can often ease the tone, such as "you, please, sorry, if, can" and so on. In addition, the waiter should also pay attention to the timing and object of expression, that is, to express appropriately according to different occasions and different identities of guests.

When people talk about it, they often ignore another important part of language-body language. According to the research of related scholars, body language plays a very important role in the expression of content. When using language to express, waiters should use body language properly, such as using appropriate gestures and actions, in conjunction with oral expression language, to create an expression atmosphere that is easy for guests to accept and satisfy.

Communication ability

The hotel is a place where a lot of interpersonal communication takes place. Every waiter has extensive contact with colleagues, superiors and subordinates, especially a large number of guests every day, and will have various interactive relationships with guests based on service. Properly handling these relationships will make guests feel respected, valued and treated well. The acquisition of this feeling will play an inestimable role in the sustained prosperity of the business and the promotion and dissemination of corporate brands. Good communication skills are an important basis for waiters to achieve these goals.

Observation ability

There are three kinds of services provided by service personnel for guests. The first is the service demand that the guests have clearly stated. As long as they have skilled service skills, it is generally easier to do this well. The second is routine service, that is, the service that should be provided to guests without reminding them. For example, when a guest sits down in a restaurant and prepares to eat, the waiter should quickly pour tea and put away paper towels or towels for the guest; In the lobby, as soon as a guest with a lot of luggage enters the door, the waiter will come forward to help. The third is the potential service demand that the guests have not thought of, can't think of or are considering.

being able to see through the potential needs of guests at a glance is the most worthy service skill of waiters. This requires waiters to have keen observation ability and turn this potential demand into timely and practical service. And the provision of this service is the most valuable part of all services. The first service is passive, the latter two services are active, and the provision of potential services emphasizes the initiative of waiters. The essence of observation ability is to be good at thinking about what the guests think and deliver the service in time and properly before the guests speak.

Memory ability

During the service process, guests often ask the waiter some questions, such as hotel service items, star rating, service facilities, special dishes, prices of tobacco, alcohol, tea and snacks, or urban transportation and tourism. At this time, the waiter will become a "walking dictionary" and "compass" for the guests based on his usual experience or purposeful accumulation, so that the guests can know all kinds of information they need in real time.

Waiters will often encounter the substantive delayed service required by the guests. That is, guests will have some matters entrusted to the waiter, or need some drinks and refreshments when dining. There is a long or short time difference between the presentation and provision of these services. At this time, hotel waiters need to firmly remember the services required by the guests and provide them accurately in a later time. If the service required by the guests is forced to be delayed or simply forgotten, it will have a bad influence on the image of the hotel.

resilience

unexpected events are common in services. When dealing with such incidents, waiters should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put themselves in the guest's shoes and make appropriate concessions. Especially if the responsibility lies with the waiter, we should dare to admit our mistakes and give the guests an immediate apology and compensation. In general, the guest's mood is a mirror of the service provided by the waiter. When a contradiction occurs, the waiter should first consider whether the fault is on his own side.

marketing ability

a waiter should not only complete his own job according to the working procedures, but also actively introduce other services to the guests and sell them. This is not only an important way to fully tap the utilization potential of service space, but also the need to reflect the sense of ownership of waiters and actively provide services to guests.

Although the hotel service departments have specialized personnel for marketing, their main responsibility is an external marketing, and the internal marketing needs the waiters of all positions to do it together. Only when all the staff are concerned about the marketing of the hotel and feel a sense of market everywhere can we seize every opportunity.