Basic requirements for catering services:

Etiquette and courtesy: friendliness and courtesy. Respect the customs of different nationalities and countries. Use different manners and manners according to different objects. Restaurant service personnel must pay attention to the cultivation of etiquette and politeness.

requirements: beautiful language: elegant speech, soft language, friendly tone and conciseness. According to different objects, use honorific words and address correctly.

Appearance, appearance:

A Appearance requirements:

Dress: Be neat and tidy, wear work service when going to work, always keep it neat and clean, and the pants are of appropriate length. Replace them before they disappear, and there are no unnecessary items in the belt. Do not open your chest, the service card is on the left chest. Don't roll up your sleeves. The waitress should wear a skirt. Don't show her socks. She should wear palladium socks. When you tie a tie, you should tie the hem of your clothes in your pants. Shirts should also be colored and kept clean. Tie straight, dirty to wash, broken to change. Wear black palladium leather shoes or cloth shoes, polish the leather shoes to keep them bright, and keep the cloth shoes clean and tidy.

appearance requirements: kindness and courtesy, and generous end-dressing. Nails should be trimmed frequently, without long nails or painted nail polish. The hair style is required by the hotel. Men do not leave long hair, and the hair style does not leave ears and back collar. Shave and shave before going to work every day to keep it clean and tidy. The waitress should keep her shawl hair and strange hair style, and her hair should be neatly cut. Brush your teeth every morning and evening, and the nose hair will not come out of your nostrils. Rinse your mouth after meals, take a bath frequently to prevent sweat and odor, and don't eat folk food or drink alcoholic drinks at work. Maintain a good mental state and look natural.

Waitresses can wear light makeup when they go to work, but they are not allowed to wear bracelets, bracelets, rings, earrings and exaggerated headdresses, and necklaces are not exposed. Men and women are not allowed to wear colored glasses and articles and decorations other than those stipulated by the hotel.

code of conduct: be quick-witted, graceful, neither humble nor supercilious, train in an orderly manner, serve the guests according to the specifications, and proceed in an orderly manner according to the prescribed procedures, not sloppy and arbitrary. Establish the idea that customers should stop.

Pay attention to certain manners to make guests feel at home, and service personnel should pay attention to their accommodation appearance and behavior, giving people a sense of grandeur and beauty.

guests take the waiter's language, actions, behaviors and attitudes as the standard for evaluating services. It is easy for the waiter to finish the work, but it is very difficult to be kind and courteous after finishing the work, so it is necessary for the waiter to improve his self-cultivation and adjust his mood in time to make it reach the best state.

specific requirements of behavior: standing posture is the basic skill.

standing posture: chest out and abdomen in, eyes straight up, mouth slightly closed, smiling, arms naturally drooping or crossing in front of you, right hand on left hand, so as to keep the state of providing services to guests at any time. Hands are not rested on her hips, breasts are not held, and pockets are not inserted. When a woman stands in a V-shape, her knees and heels should be close together. When a man stands, his feet are as wide as the door, and his body should not be tilted. When standing tired, you can stretch your feet forward or backward for half a step or move your position, but your upper body should remain upright. Don't stretch too far, don't stand against the wall.

Behavior: walking posture should be dignified. When walking, his body's center of gravity is slightly forward, which is beneficial for his center of gravity to be in front, and his center of gravity falls on his big toe. When looking straight ahead, he smiles. The ideal trajectory is straight ahead, and his heel falls on this straight line. Hold his chest high and don't shake his shoulders. His hands are naturally placed, his arms are relaxed, his steps are slow, and his steps are uneven. He walks in front when welcoming guests, and he walks behind when seeing them off.

sitting posture: it is a manifestation of physical beauty to be upright. When you turn around, your right foot should be half a step backward. When you are seated, your right foot should be half a step backward. When you stand, you should be straight again. Your upper body should be straight, your arms should be relaxed, and your limbs should be naturally close together. Your hands should be naturally placed on your knees and your fingers should be close together.

Gesture: an expressive gesture language. It is used when introducing dishes and guiding the way. When giving directions to guests, reach out and turn your fingers around the elbow joint to indicate the direction. The eyes and hands are in the same direction.

Smoking, eating snacks, picking one's nose, picking one's teeth, picking one's ears, burping, sneezing, yawning, scratching one's head, scratching, manicure and stretching in front of guests are strictly prohibited.

language: language is a tool for communication between waiters and customers. Therefore, waiters should master basic polite expressions.

basic polite expressions are divided into: welcome, greeting, farewell, address, greeting, apology, thank you, reply and inquiry

1 welcome: welcome to our hotel, welcome to visit

2 greetings: hello, good morning, good morning, good afternoon, good evening and hard journey.

3 farewell words: goodbye, good night, see you tomorrow, have a nice trip, have a safe journey and welcome you to come again next time.

4 terms of address: miss, madam, madam, administrator, comrade, chief, that gentleman, that lady, elder sister, aunt, hello.

5 greetings: congratulations, happy holidays, merry Christmas, happy new year, happy birthday, happy marriage and rich fortune.

6 words of apology: I'm sorry, please forgive me for disturbing you and being rude.

7 words of thanks: thank you, thank you very much.

8 reply: yes, ok, I see. thank you for your kindness. don't be rude. it doesn't matter. this is what I should do.

9 inquiry: what can I do for you? What can I do for you? ) What can I do for you? Do you have anything else/do you like (need, can). . . . ）？ Please. . . . Okay？

11 Basic courtesy expressions 11 words: Hello, please, thank you, sorry, goodbye.

11 words of common courtesy: please, you, thank you, I'm sorry, goodbye, please forgive, never mind, never mind, don't mention it, good morning and hello.

12 professional language: Welcome to our restaurant. Please wait a moment. Please sit here. Your dishes are all here. What would you like to eat? Please have a meal. Please sit down. Thank you. Goodbye.

the waiter should correctly use the service terms: clear tone, soft voice, accurate language, concise and clear, smiling, friendly attitude, paying attention to the consistency between language and expression, looking left and right, standing upright, keeping a proper distance, staring at the triangle of the face, trying to do what the guest promised, and asking for instructions in time if he could not answer.