A restaurant is a dining place for guests. Restaurant waiters should not only master business skills, but also observe various etiquette in service. Especially the reception etiquette. The following is the content of the article on reception etiquette of restaurant waiters that I collected for you.

Hospitality etiquette of restaurant waiters

1. Welcome guests naturally, generously and cordially. Hello, welcome! How many people are there? If men and women come together, they should greet the female guests first and then the male guests. Guests, old, young and disabled, should take the initiative to take care of them.

2. Introduce the guests to their seats according to their different situations. If important guests come, they should be led to the best position in the restaurant; Couples and lovers should be led to a quiet corner when dining; The whole family, relatives and friends should be led to the center of the restaurant for dinner; For the old, young and disabled guests, they should be arranged in a more convenient position.

Seats should be arranged to meet the requirements of the guests as much as possible. If the seat has been occupied by the guests who arrived first, the waiter should explain and apologize, seek understanding and recommend other seats that satisfy the guests.

3. When the guests approach the dining table, the waiter should open the chair with his hands in the order of female guests first, male guests first, and general guests first, and greet the guests to sit down. When the guests sit with their knees bent, gently push on the seat to make the guests sit well and sit firmly.

4. When serving tea, guests are forbidden to touch the cup mouth with their hands. Submit the menu in a timely and respectful manner, and don't throw the menu on the table at will. Customers should wait patiently when ordering, not rush, so that guests have time to consider.

when ordering, take a pen and paper and take notes at any time. If the guests are hesitant, the waiter should be a good adviser and enthusiastically introduce the varieties and characteristics of the dishes. We should pay attention to language art, be polite and euphemistic, and don't recommend it reluctantly or rigidly, so as not to arouse the guests' disgust. If the food ordered by the guests is out of stock, they should apologize politely and ask for understanding.

If the guest's order is not on the menu, don't refuse. Please allow me to discuss with the chef and try my best to meet your requirements. ? When the guests order, the waiter should smile, lean forward slightly, and don't lean against the table or put his hands on it. Listen carefully and record accurately to avoid mistakes.

5. If there are children having meals, a small stool can be added for the children to be seated conveniently.

6. If a guest accidentally drops the tableware, he/she should quickly replace it with clean tableware, instead of wiping it in front of the guests.

7. For the phone call of the guests, you should approach the guests and call them lightly, not shout in the distance.

8. You must answer the call of guests at any time at work, and you must not leave your post or chat with others.

9. Guests should pay attention to procedures when serving wine. When serving, you should not touch the dishes with your fingers. You should announce the name of each dish and briefly introduce its characteristics. You should not spit when you speak. When pouring wine, fingers should not touch the mouth of the glass, and the degree of pouring wine should be determined according to different types of wine. When pouring champagne or iced drinks, the bottles should be wrapped in napkins to prevent the drinks from dripping on the guests.

11, guests smoking, should take the initiative to light. Guests' belongings accidentally fall to the ground, so they should take the initiative to help pick them up and hold them in their hands.

11, guests should be treated equally, regardless of the size of the business should be considerate. On holidays, we should extend holiday greetings to every guest.

12. After all the guests have left, do the cleaning. Don't rush into it.

13. When checking out, you should put the bill on the tray and hand it to the guests face down. After paying the bill, guests should thank them. After the guests get up, the waiter should open the seat and remind the guests not to forget their belongings. Help the guests put on their coats and hats, and say good-bye to the guests at the restaurant gate: Goodbye and welcome you again. ?

14. Restaurant waiters have to deal with food and tableware, so they should be strict with their personal hygiene. Wear clean and tidy uniforms, bathe frequently, have a haircut frequently, cut nails frequently, shave frequently, brush your teeth frequently, wash your hands frequently, do not wear jewelry, do not wear heavy makeup, and do not wear shawl hair. Don't pick your ears, teeth, hair, yawn or nose in front of guests. If you have to sneeze or cough, you should turn your back, cover your nose and mouth with a handkerchief and apologize to the guests. Do not eat food with pungent smell before work. Restaurant waiters should pay attention to courtesy

Courtesy is an important symbol of the civilized degree of employees in an enterprise, and it is also a measure of a person's moral level and education.

I. Classification of Etiquette

There are 9 kinds of common etiquette in service catering, such as greeting ceremony, addressing ceremony, response ceremony, operation ceremony, greeting gift, banquet ceremony, handshake ceremony, bow ceremony and greeting ceremony.

1. Greeting ceremony: Greeting ceremony is a kind of reception etiquette for guests when they enter the store, which is mainly based on greeting and congratulations. Greeting ceremony is divided into the following different greetings in daily use.

(1) greetings for the first time. Greetings from guests when they first enter the restaurant. What should the waiter say when they meet the guests for the first time? Hello, sir (miss), I'm waiter XX (I'm Xiao X). How many people can I serve? .

(2) Time greeting. When meeting guests, you should greet them according to the approximate time of morning, noon and evening? Good morning? 、? Hello? 、? Good afternoon? 、? Good afternoon? Wait.

(3) Greetings to different types of guests. There are many types of guests dining in the restaurant, and the service staff should greet them according to different types of guests, such as: Say to the birthday guests? Happy birthday to you? Say to the newly-married guests? I wish you a happy wedding? Wait.

(4) festive greetings. Festive greetings are generally used in greeting languages before or after festivals, such as Spring Festival, New Year's Day (New Year's Day) and National Day. Happy holidays? 、? Happy new year? Wait.

(5) Other greetings. When guests are ill, drunk and angry, they should show concern for them.

2. Salutation: refers to the address used when dealing with guests in daily service.

The address should be realistic. If the address is wrong, the position is wrong, and the name is wrong, it will not only make the guests unhappy, but also cause disgust, and even lead to jokes and misunderstandings.

(1) General customary address: When addressing others, men are generally called? Sir? What is the unmarried woman? Miss? , a married woman said? Lady? For women who don't understand their marital status? Miss? Or wear a wedding ring and an older one? Lady? .

(2) Address by position. When you know the position, you should address it, such as Director Wang and Director Li.

3. Answer ceremony: refers to the etiquette when talking with guests.

(1) When answering a guest's questions, you must maintain a good standing posture, keep your back away from other things, speak in a gentle and patient tone, stare at the other person with your eyes and concentrate on listening to show your respect.

(2) praise, criticism, advice and complaints to guests must also be answered in appropriate language, and they cannot be ignored, otherwise it is impolite.

(3) The waiter should be tactful when dealing with the service problems for the guests. If some questions raised by the guests exceed their authority, they should ask the superiors and relevant departments in time, and it is forbidden to say some negative words, such as? No? 、? You can't? 、? No idea? 、? There's no way? Wait, should answer:? I'm sorry, I don't have the right to make decisions. I'll ask the leader. Is that all right with you? .

3. Operation etiquette: refers to the etiquette of service personnel in their daily work. In many cases, the waiter's operation is carried out on the same occasion and at the same time with the guests. If the waiter wants to do a good job of service without being rude, he must pay attention to:

(1) The waiter should dress neatly in his daily work, pay attention to his appearance, be generous and have a kind attitude, and keep the working environment quiet during working hours. Knock on the door when you enter the room. When you knock on the door, you should bend your fingers and tap rhythmically with your knuckles before you go in. When you open and close the door, you should be gentle and don't make too much noise.