(1) Welcome guests with a smiling face, and greet them naturally and generously: "Hello! Welcome to visit! How many people are there? " If men and women come together, they should greet the female guests first and then the male guests. Guests, regardless of age, disability, should take the initiative to take care of them.
(2) According to the different situations of the guests, introduce and sit down. If important guests come, guide them to the best position in the restaurant; When dining, couples should be led to a quiet corner; 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. The seating arrangement should meet the requirements of the guests as much as possible. If the seat has been occupied by the first guest, the waiter should explain and apologize, seek understanding and recommend other seats that satisfy the guest.
(3) When the guests approach the dining table, the waiter should open the chair with both hands and greet the guests to sit down in the order of female guests first, male guests first and general guests first; When the guest kneels, gently push on the seat to make the guest sit still.
(4) Serve tea to the guests, and don't touch the cup mouth with your hands. Submit the menu in time and with respect, and don't throw it on the table at will. Customers should wait patiently when ordering, don't rush, and let them have time to think about it. When ordering, take a pen and paper to record at any time. If the guest hesitates, the waiter should be a good adviser and introduce the varieties and characteristics of the dishes enthusiastically. Pay attention to language art, be polite and euphemistic, and don't recommend it reluctantly or stiffly, so as not to cause the guests' disgust. If the food ordered by the guest is out of stock, please apologize politely and ask for forgiveness. If the guest's order is not on the menu, don't refuse. You can say, "Please allow me to discuss with the chef and try to meet your requirements." When the guest orders, the waiter should smile and lean forward slightly, don't lean on the table, and don't put your hands on the table. Listen carefully, record accurately and avoid making mistakes.
(5) If children eat, you can add a small stool to make it convenient for children to sit.
(6) If the guest accidentally drops the tableware, he should quickly put on clean tableware, and can't wipe it in front of the guest.
(7) If a guest calls, approach the guest, make a phone call gently, and don't shout in the distance.
(8) At work, you must answer the guest's phone at any time, and you can't leave your post or chat with others.
(9) Pay attention to the procedure when serving wine for guests. Don't touch the food with your fingers when serving. You should announce the name of each dish and briefly introduce its characteristics. You shouldn't spit when you speak. When pouring wine, don't touch the glass mouth with your fingers. The degree of pouring wine depends on different kinds of wine. When pouring champagne or iced drinks, the bottles should be wrapped in napkins to prevent the drinks from dripping on the guests.
(10) Guests who smoke should take the initiative to light their cigarettes. Guests' belongings accidentally fell to the ground, so they should take the initiative to help pick them up and hold them in their hands.
(1 1) All guests should be treated equally, and all businesses, big or small, should provide good service. On holidays, we should extend holiday greetings to every guest.
(12) The cleaning work shall be carried out after all the guests have left, and shall not be carried out in a hurry.
(13) When checking out, put the bill on the tray and hand it to the guest face down. After paying the bill, guests should express their gratitude. After the guest gets up, the waiter should open his seat and remind the guest not to forget his belongings. Help the guests put on their coats and hats, and say goodbye to the guests at the gate of the restaurant: "Goodbye, welcome to come again."
(14) Restaurant waiters have to deal with food and tableware, and they are strict about 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, make-up frequently, 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 around, cover your nose and mouth with a handkerchief and apologize to the guests. Don't eat food with pungent smell before work.
Second, on-the-job training for restaurant waiters.
1. On-the-job training for restaurant waiters mainly involves the following aspects: (1) Greet guests at assigned posts, pay attention to the dining situation of guests, obey the boss's assignment, and provide good services for guests. (2) Do all the work according to the working procedures and standards, such as changing the tablecloth, setting the table, arranging the tableware, preparing the tableware, and doing a good job in cleaning and sanitation. (3) Get daily necessities from the warehouse on time every day (the foreman may be responsible for or accept the foreman's instructions). (4) Understand the daily dishes and drinks and introduce them to the guests. (5) entertain guests, divide dishes, pour wine, change tableware, and entertain guests for dinner. (6) Pay attention to the food ordered by the guests. Try to help the guests solve all kinds of problems during the meal. If you can't solve it yourself, you can report it to the foreman in time. (7) Try to avoid electrical damage, handle with care, and do your due diligence. (8) Responsible for finishing after meals, cleaning the health on duty, and returning to work after handover.
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2〓2 1 2006〓 General Rules for Special Training of Catering Attendants
2. On-the-job training content of interns. Interns are also called interns or service assistants. When training them, it usually includes the following contents: (1) Send the used tableware back to the dishwashing department for cleaning, and replenish the clean tableware in the workbench. (2) Clean the tea residue and sundries in the tea stall, and clean the lower compartment, small handles, trays and towels. (3) Assist in the hall work, such as delivering hot water, and help the waiter manage the dining table. (4) Concentrate and store the used tablecloths and towels for the laundry factory to clean. (5) Responsible for all cleaning and hygiene matters in the restaurant. (6) Try to avoid electrical damage, handle with care, and make yourself responsible for the work. (7) Be hardworking, obey the assignment of superiors and do a good job.
3. On-the-job training content of the ushering waiter When training the ushering waiter, it will generally involve a series of contents such as gfd of the ushering waiter, pre-meal preparation, ordering food, leading guests into the restaurant, and introducing the situation in the restaurant. (1) The instrument is neat and beautiful, polite and enthusiastic. (2) Make preparations before meals, straighten and clean the information desk, and prepare clean menus and table cards. (3) Responsible for accepting guest reservations, including telephone reservations and face-to-face reservations. When accepting a guest's reservation, ask the guest's name, room number or unit, contact number, number of people to order, time, place or other requirements, then make a record and reserve a suitable room. If there are standard fees or banquet orders, they should be introduced to the banquet department (sales department) for acceptance. (4) Be responsible for politely welcoming all guests to the restaurant and artistically arranging the guests to be seated. If the guests sit evenly, the floor will not feel too crowded or scattered. In case of rude or casually dressed guests, take them to the corner for dinner, and don't go near the door, so as not to affect their appearance, but their language and attitude need to be respected. (5) Be responsible for understanding the situation in the restaurant so as to make arrangements according to the situation. (6) Pay attention to taking care of the guests and follow you into the restaurant to sit down, instead of walking on your own. (7) Responsible for storing clothes, hats, file boxes and other items for guests. (8) Be responsible for providing menus, aperitif lists and promotional aperitif for dining guests, and answering appropriate inquiries. (9) Be responsible for answering the phone and inform the receiver in time. (10) The dining room is where guests spend their money. In order to ensure the comfort and elegance of guests' dining, guests who are not the general manager, restaurant manager or public relations department are generally refused to visit. (1 1) To be a public relations officer, you should not only keep good relations with colleagues and superiors, but also deal with guests more, remember their names and greet them warmly when they visit again. (12) When guests leave, they should see them off, pull the door, press the elevator, call a taxi, and say polite expressions such as "Please come again", "Thank you for your patronage", "Goodbye" and "Go slow". (13) Make a written record of the number of diners and tables, and keep the menu or give it to the designated foreman for safekeeping.
Third, on-the-job training for bar waiters.
1. On-the-job training content of bar waiters. Although both bar waiters and restaurant waiters are catering services, their work contents are different, and they usually train the following contents. (1) Keep the surroundings of the bar clean and the utensils in the bar clean. (2) Collect goods on time every day and store them properly in time. (3) Prepare enough utensils and timely supply fresh fruits, drinks, cigarettes, etc. Before the market opens every day, arrange a good wine waterwheel and a wine display table. (4) Familiar with making general fruit bowls and preparing general drinks; Familiar with the use of all electrical appliances; Familiar with the names, prices, producing areas, drinking methods and general storage knowledge of all kinds of drinks. (5) Show and introduce wine list to guests, order wine for guests, provide wine service and recommend cigars to guests; Provide guests with flavored coffee and cocktails. (6) Do a good job of cleaning up after the market closes every day, make a good sales report, and hand over after work. (7) Diligent and honest, quick and accurate, skilled in work, obedient to the boss, study hard and constantly enrich yourself to become an excellent bartender.
2. On-the-job training content of foreman There is a difference between the training of bar foreman and the training of restaurant receptionist. On-the-job training requirements of bar foreman are more stringent, which usually involves the following contents: (1) Effectively supervise the waiters of this team to complete various catering services with high quality and efficiency. (2) Be responsible for the attendance and performance appraisal of employees in this class, and have the right to praise, criticize, reward and punish according to employees' performance. (3) According to the daily work and reception tasks, lead the staff to make preparations and check whether the staff's instrument, table setting and hygiene meet the standards; Whether the tableware cloth list is sufficient. (4) Understand the dishes recommended by the chef and the dishes served in the kitchen that day, and coordinate with the food delivery department. (5) During business hours, lead the team staff to provide high-quality and efficient services to the guests, and ensure that the team service personnel provide services to the guests in accordance with service processes and standards. (6) Fully grasp the dining situation of the guests in this service area, solve the problems of the guests in time, and properly handle the complaints of the guests. (7) Know the names and special requirements of the guests and establish a good relationship with them. (8) When subordinates make mistakes in their work, they can be properly supervised, but remember not to blame in front of guests or all employees, because this will not only affect guests, but also hurt employees' faces, so they should be prompted in a low voice or transferred to offices and other places for handling. (9) After the guests have finished eating, they should urge them to stay at the service desk or personally summarize the menu, wine list and dessert list for the guests to check out, so as to prevent them from taking off the list and missing the list. (10) After the restaurant is closed, do a good job in the hygiene of the restaurant, restore the restaurant to a good state, and do a good job in the handover with the next shift, and use the handover book well every once in a while. (1 1) Do a good job log of the work on duty, that is, the guest's reflection, the problems during the meal, the important banquet and the guest's dining situation, the guest's complaints, etc., so as to report to the foreman director or manager. (12) It is our duty to improve team quality and train employees.
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