western restaurant service process-pre-meal service-after the guest orders, the waiter should repeat it, then take back the menu, put the napkin, and then enter the order. In-meal service process includes serving, table tour, wine service, cigarette service, and wine reception service-1. Go to the bar to get the mouth cloth, cups and bottle opener

2. Show the red wine to the guests

3. When opening the red wine, the bottle should be tilted, and the hand should not block the brand of red wine, and the bottle should not be moved. Pour one-fifth of the glass for guests to taste.

4. When pouring a glass of red wine, the bottle mouth should be rotated 91 degrees clockwise to prevent the remaining wine from splashing down, and the service of wiping the beer at the bottle mouth-pour the beer slowly first, and pour it at an accelerated speed when it is halfway through. A standard glass of beer should be poured to 81% beer. 21% beer foam when the guest complains-

When the guest complains, you should listen carefully to the guest's complaints, try to calm the guest's heart, try to make the guest feel that you are helping him solve the problem, analyze the guest's lodging problem and respond immediately, and reach a * * * understanding with the guest to satisfy the guest. Follow up the implementation of remedial measures

Room service-

< 1. > Listen to the bill

1. Answer the phone [the phone rings three times to answer the phone]

2. Follow the prescribed language [Hello, this is xx Western Restaurant, may I help you? ] 3. Listen carefully and record accurately. 4. Ask the guest's name, number of people, requirements, room number and delivery time and make records. 5. Repeat the recorded contents to get the guest's confirmation, and report the time to the guest's room. 6. In the process of ordering food by telephone, the reservation clerk should use polite language, have a soft tone and be able to provide reservation service in English.

< 2. > When billing, the room number must be clearly written. And indicate the time of receipt. If you have special requirements, you must specify in detail

< 3. > Preparation [delivery] 1. Prepare in time according to the content and quantity of the meal ordered by the guests. 2. Check whether the amount is correct from the cashier, ask whether the bill collector hangs the room account or collects cash, and sign the bill collector. 3. Put the dishes prepared in the kitchen on the tray and pay attention to its temperature. 4. Check the completeness of the seasoning tableware. 5. Including knives, forks, red wine glasses, bottle openers, etc. >:

< 4 > Dinner collection 1. Check the reservation record and confirm the room number 2. For breakfast, night snack calls to collect the tableware after half an hour; Call to collect the tableware after lunch and dinner for one hour. 3. Greet the guests, introduce yourself, ask if the guests can collect the tableware in the room, and see if it is possible to sell it again at the same time, and ask the guests' satisfaction with this food delivery. 4. Knock on the door or ring the doorbell, introduce yourself as a waiter in the food delivery department, greet the guests, and enter the room to collect the food with the consent of the guests. 5. Quickly tidy up the dirty tableware and check the quantity and completeness of the tableware. 6. When the guest is not in the room, ask the floor attendant to open the door to collect the tableware. 7. When the guest is in the room, ask the guest if there are any other requirements and say goodbye. You can go yourself/glyy/cygl/ctfwlc/211915/15546.html.