For your reference:

1. Work norms:

1. The most important principle is that attitude is everything. Attitudes here include attitude towards work, attitude towards guests, attitude towards learning, attitude towards solving problems and so on.

2. The management concept emphasizes friendly, efficient and warm service atmosphere; We ask employees to love this

job, keep a happy mood and take it as fun.

3. When a guest buys a cup of coffee in a hotel, there may not be much difference in the coffee itself, but the difference is

how this cup of coffee is served, and whether the guest can experience respect, smile and recognition from the waiter's service. We hope that every cup of coffee provided to our guests is full of respect and smile.

4. Every employee (including managers) should have eyes and eyes.

5. Every employee (including manager) should have the ability to foresee the service needs of guests.

6. Only with work passion can you do everything well.

7, the pursuit of personalized service: not only to provide high-quality and satisfactory services, but also to surprise guests with services;

think about what the guests think and what they don't think.

8. Pursuing humanized service: everything is considered from the perspective of the guests, instead of letting the guests make do with us.

9. pursue zero defect service. 11, service is no small matter.

11, the service is endless.

12, countless little details of service (the seat cover of the toilet in winter, the distinction between toothbrushes and mouthwash cups in the guest room

, etc.) have been sublimated into high-quality services that satisfy the guests.

13. The revelation presented to the guests is the most beautiful, high-grade and high-quality thing.

14. service formula: 111-1 ≤ 1.

15. service criteria: enthusiasm, thoughtfulness, patience, meticulousness, quickness, accuracy, safety and generosity.

16, tea should be hot, the heart should be hot, the legs should be diligent, the mouth should be sweet, the hands should be quick, and the eyes should be sharp.

17. When answering the phone, smile and be respectful even if the other person can't see you.

18. Waiter or chef, think about why you do it. Is there a better

way? In addition, we must be able to suffer and suffer.

19, everyone should always put themselves in the other's shoes: if you are a guest, …… and so on, so that you can

realize that guests spend money to enjoy, not to be angry.

21. When the waiters are on duty, they should divide their work: when they need help, they should do it when they need it, and cooperate with each other to help each other.

21. Don't neglect every potential guest. Don't let every guest come to the hotel, even if he only wants a plate of vegetables or a bowl of noodles. 22, to communicate with the guests. Pay attention to speaking skills when communicating with guests, and avoid being blunt and formulaic < P >; Try to figure out what to say on different occasions and at different times.

23. There is no shortcut to quality service. The key lies in on-site management and continuous training.

On-site management is embodied in on-site supervision and walking management; Uninterrupted training mainly means that employees need to constantly learn

to improve and update their knowledge, and often conduct simulated drills. Evaluation should also keep up, so that employees will have pressure and motivation

.

24. At any place in the hotel, you should smile and say hello to the guests when you see them. When the dish delivery staff meets the guests

, they should stop once, let them say hello three times! Bartender and cashier should smile and say hello to the guests who come to the bar!

25. When the greeter at the gate is too busy during the rush hour, the waitress at the check-in desk who hasn't arrived at the gate should go to Station

to assist the greeter in welcoming the guests.

26. The waiter should grasp the priorities in the process of serving the guests: first, help the guests to pull up their chairs and give up their seats, and then pour tea and drinks after the guests are seated

; Then remove the redundant tableware and chairs (except for supplementary tableware and chairs); In the process of serving

, the waiter must never be allowed to leave his post for more than 3 minutes (including delivering bills, picking up drinks, paying bills, etc.)

27. The waiter on duty should face the dining guests; Don't turn your back on the guests or lean on the pillar bar, etc. Always

pay attention to the dining status of the guests and provide services to them anytime and anywhere; Pour wine/tea frequently, change bone plates and ashtray frequently, clean the desktop frequently

, urge dishes in time, light cigarettes for guests in time, etc. Try not to let the guests pour tea, drinks, divide soup and light cigarettes themselves. If the guests don't smoke, they can remove the ashtray from the table, and the table will be more spacious. After pouring the drinks, remove the teacups

.

28. Attendants in the lobby should always patrol Taiwan and provide services to guests in time; Put an end to the phenomenon of standing in a daze and not serving

guests; It's not allowed to sit down for more than 31 seconds, and it's not allowed to be ignored or served with tea, and it's not allowed for the guests to call the waiter.

29. Attendants in private rooms should enter the private rooms during guests' meals (unless the guests specifically request exceptions).

31. The dish delivery staff and waiters should use trays when changing bone plates and ashtray for guests. 31. When ordering food for

guests, the orderer should introduce the different characteristics of different cooking methods of each seafood to the guests for comparison and reference. 32. When the serving speed is slow and the guests wait for a long time before serving, the waiter should say to the guest

"Sorry to keep you waiting, sir (miss), please enjoy your meal."

33, when serving food for guests, you should announce the name of the dish; The sound is moderate and sweet; Can't be weak.

34. Say "Please enjoy your meal" when pouring tea or drinks for guests.

35. Waiters should pay attention to the pace of speaking when talking to or introducing guests: not too fast! Avoid

to avoid dull, cold and smiling facial expressions; The evidence is blunt and dull.

36. When guests check out, they should be sent to the gate and handed over to the usher. Be good at communicating with guests when seeing them off.

Communicate: ask guests for their opinions on service, dishes, environment and personality while walking.

37. The hall shall be equipped with full-time Taiwan removal staff to ensure that the duty attendants are not short of posts and avoid vacuum. When the waiter leaves

the guest goes to the bar to get wine or check out or something else, be sure to ask the waiter nearby to take care of it and provide service.

38. Important guests or private rooms with a large number of people should be served by 2-3 waiters (preferably brought by the foreman or above), with 1-2 people

pouring wine and 1 people serving or sending dishes.

39. The waiter should not argue recklessly with the guests with poor quality. If it is really intolerable, he can ask the supervisor to change his post

.

41. If you see bad phenomena, you should correct them in time (such as crooked countertops, broken tableware, garbage on the ground, etc.). 41, the waiter should pay attention to the use of body language (eyes, gestures, etc.) between guests and colleagues in the service process.

42. Check every detail before meals: whether the table is set properly, whether the tableware is broken, and whether the chair is dirty

.

43. Skills of ushering guests to the table: It seems that there are many people in the hall when they are seated separately. At the same time, all waiters have tables, which will not

cause a phenomenon that one waiter is busy and the other waiters are idle.

44. Attendant listing service: Post the photo information of the attendant on duty in a conspicuous place in the lobby for guests' supervision; New employees must be assigned a mentor to help them on the

net.

45. Put pressure on employees at the right time, and combine the salary and performance of waiters, reward the excellent and punish the poor, and get more for more work.

46. The waiter should keep in mind the hobbies and habits of the guests.

47. Hold a meeting once a week to find the gaps and summarize the work (everyone talks about their own shortcomings and what they have learned this week

)

48. Managers should be good at finding and solving problems.

49. Managers should also pay attention to the tone and attitude when talking to employees; Avoid being blunt and scolding, and less scolding.

51. Managers should create a good working environment and a good mood to provide quality services for their employees, so that

employees can enthusiastically serve their guests. 51. Employees' spare-time life is an active auxiliary means to eliminate employees' boring and boring work: it is not only conducive to < P > gathering people's hearts, but also conducive to improving service quality.

52. Have a heart-to-heart talk with employees, keep abreast of their ideological trends, and master what employees are thinking every day.

53. The cashier should pay attention to the standard language when the guests are present or close to them.

54. Supervisors should supervise, track and guide the on-site service of waiters in their respective jurisdictions.

55. The supervisor must check before the meal, including the sound facilities, whether there is noise in the microphone, whether the lights are dim,

whether the telephone is available, etc., and handle the problems in time.

56. Select 1-2 service stars (sales experts, innovative food champions, grievance awards, etc.) to present their opinions, and

set an example for other employees.

57. Pay attention to the cultivation of affinity: every employee should be a friendly ambassador with great affinity.

58. At a certain time every week, the supervisor and ordering staff will go to the surrounding units to publicize cards, visit old customers and develop new customers

.

59. Managers should call on customers frequently.

61. Managers should fill in the work report before leaving work every day.

Second, mental outlook and gfd

62. At work, you should always be smiling, energetic, courteous, enthusiastic, proactive and amiable

; Concentrate, don't be absent-minded, and be ready to serve the guests.

63. Female employees' hair: not covering the eyes in front, not over the shoulders in the back, neatly combed, with long hair curled up, while male employees' hair: not over the ears at the side, not over the collar at the back, not leaving a mane angle.

64. Before going to work, female employees should wear light makeup, do not wear chest ornaments (except wedding rings), and male employees do not leave beards.

65. Wear tooling at work, and keep the tooling neat, free of stains, complete buttons and no thread opening. Wear the work number

card correctly.

66. No long nails, no nail polish, no blow-perm of weird hairstyle and no colored hair. Don't wear

slippers and sneakers at work. Wear the specified shoes and socks, female employees wear flesh-colored socks, and male employees wear dark socks. Women's stockings have no holes

and jumping silk. Shoes should be clean. Third, the code of conduct and staff discipline

67. Standing posture

Standing service is the basic requirement of hotel quality service. Standing posture should be graceful and elegant, reflecting the quality, cultivation and demeanor of employees.

when standing, keep your chest out, abdomen in, eyes natural, eyes straight ahead or pay attention to serving guests. Don't stare at a fixed

position and appear dull. Keep your shoulders level and relaxed, keep your body center of gravity down, not to the left or the right, and keep your mouth slightly closed. The two are naturally

vertical or cross in front of the body. Keep your body upright and steady, keep smiling, keep your head straight, and slightly lower your jaw.

68. Walking posture

On the basis of correct standing posture, your feet naturally move back and forth, and your arms naturally swing back and forth. At the same time, follow the "right

line law" and walk straight. Lu Yu guests, smiling, take the initiative to say hello, sideways comity.

69. Gestures

Serving guests, gestures are used correctly, regularly, gracefully and naturally. Give directions to the guests, with arms straight, fingers naturally

together, palms up, pointing the target with the elbow joint as the axis, and eyes taking care of both the guests and the target. With a smile, use it in conjunction with the language

.

71. Sitting posture

Maintain a correct sitting posture with the center of gravity vertically downward. Sit down smoothly and naturally. Don't lean forward and backward, twist your body, don't shake your legs and tilt your feet. 71, employees must strictly abide by the working hours, don't be late, don't leave early, don't absenteeism, don't change shifts or leave without permission. You are not allowed to leave your post without taking over the next shift face to face.

72. Obey the work arrangement of the leader, complete the task on time according to the norms and standards, and do not delay, refuse or terminate the work without reason.

73. Love the hotel, feel at home, work hard and do your duty.

74. unite and cooperate, help each other, be open-minded and eager to learn, and be realistic and enterprising; Allow others to make mistakes.

75. The work should be accurate, precise, complete and efficient. Don't procrastinate, get tired, and be careless.

76. Don't string posts, take off posts, slip posts, and chat in a pile. Stand and serve, be impartial.

77. You are not allowed to receive relatives and friends during working hours, do things unrelated to work, read books and magazines unrelated to work, handle personal affairs, make personal phone calls, and even take advantage of work for personal gain.

78. Take a bath frequently, change clothes frequently, have a haircut frequently, brush your teeth frequently, and cut your nails frequently, so as to maintain personal cleanliness and hygiene. Do not use perfume or hair oil with excessive fragrance.

79. Don't drink, smoke or eat food with bad smell at work, keep your mouth clean and sanitary, and prevent bad breath.

81. employees go down the employee aisle when going to and from work. 81. Three people are not allowed to walk in parallel, and they are not allowed to put their hands in their trouser pockets, arm in arm or gaudy.

82. At work, you can only walk with small steps, and you are not allowed to walk with big steps or run all the way.

83. When employees greet distant guests, acquaintances or colleagues in the workplace, they can only use their eyes, nod

or simple gestures, and they are not allowed to call loudly. If colleagues ask each other about something, they can only talk about it when they are near.

84. Employees must use folders when delivering documents, documents, letters or other materials, and nothing can be carried under their arms

.

85. Keep the working environment clean and hygienic, take good care of all the hotel facilities, equipment and public property, and don't eat and drink the hotel's

food and drinks without permission. Advocate thrift and oppose extravagance and waste.

86. No guests will be invited during office hours, and no personal calls will be made (except in case of emergency, which must be reported to the head of the department). If you enter or leave the hotel, you should take the initiative to accept the security check.

87. When picking up the items left by the guests, it must be handed over to the department head in time, and the picking-up process should be truthfully registered, so that it can be properly handled

.

88. The waiter in the area has made more than three mistakes in a day, and the area manager (foreman or minister) should record the mistakes once. Iv. Etiquette and courtesy

89. Politeness cultivation

Hotel employees should have good manners cultivation. Master the knowledge of customs and etiquette in different regions. In the process of reception service, we can distinguish different times, occasions, scenarios, reception objects and guest customs, and correctly use greeting etiquette and salutation.