Hotel catering service etiquette norms

I. Greeting courtesy etiquette

Greeting etiquette generally means that catering service personnel should take the initiative to use standardized greetings when meeting guests. Such as: "Hello! Welcome! " It's been a hard journey. What can I do for you? "Please take care" and so on. When using greetings, we should pay attention to time, place and object.

1. Take the initiative to greet according to different times, such as "Hello!" Good morning, good afternoon, good evening and so on.

2. when you say goodbye to the guests who have finished eating, take the initiative to say "good night", "goodbye", "see you tomorrow" and "I hope you will come again!"

3. When festivals come to

, express festive congratulations to the guests, such as "Happy Spring Festival", "Happy New Year" and "Merry Christmas to you!"

4. When guests celebrate their birthdays or hold wedding celebrations, they should congratulate them, such as "Happy Birthday to you" and "Happy Wedding and a long life together".

5. When you see a guest sick, you should show concern. You can say, "Please take care and get well soon."

In catering service, you may sometimes meet guests with unusual behaviors and strange clothes, and the waiter can't point at them or sneer at them, and you are not allowed to look at them coldly or ignore them.

second, address etiquette

address etiquette refers to catering waiters addressing their guests with appropriate addresses at work, such as "comrade", "manager", "minister", "madam", "gentleman" and "miss".

1. male guests can be called "sir", and it is better to call them "sir" when you know their names.

2. Young female guests can be called "Miss".

3. It can be called "madam" for married female guests.

4. For female guests who don't know whether they are married or unmarried, they can be called "ladies".

5. Guests with degrees or titles can be called "Dr. Xing" or "Professor".

6. Guests with ranks can be called "sir", such as "Mr. Captain".

7. For officials above ministerial level, especially foreign guests, the word "Your Excellency" can be added after the address to show respect. Such as "Your Excellency Mr. Minister" or "Your Excellency Mr. Ambassador".

8. In general, domestic guests can be addressed as "comrades", such as "".

third, handshake etiquette

in catering service, as a service staff, it is not appropriate to shake hands with guests actively. However, in many cases, when guests shake hands with the service staff, the service staff should not avoid it. At this time, it is impolite to avoid it.

When shaking hands, the waiter should step forward and keep a step away from the guests. His upper body leans forward slightly, his feet stand at attention, his right hand is stretched out, his four fingers are put together, his thumb is opened to shake hands with the other party, and he is gently shaken up and down two or three times, and then released after the ceremony. When shaking hands, it should be noted that shaking hands with men can be appropriately heavier to show deep friendship, but it should not be too heavy to avoid hand pain; Shake hands with women gently, but not too lightly. When men shake hands, they take off their hats and gloves, but women don't have to. If it is inconvenient to shake hands due to illness, you can declare to the other party and say "Please forgive me". In case of multiple people shaking hands, it should be done in sequence. It is not appropriate to grab the hand or pass the hand above or below the outstretched arm of others to shake hands with the guests.

fourth, conversation etiquette

conversation etiquette is the etiquette that should be possessed when talking with guests. Generally speaking, when talking with a guest, you must stand, with gentle evidence, patience, concentration and eyes fixed on each other. Common expressions are "Yes", "Ok", "Got it", "Sorry to trouble you", "You're welcome", "Please don't mind", "No, it's no trouble at all", "Sorry", "Thank you" and so on.

V. Greeting Etiquette

When the guests arrive at the hotel, they should greet each other with a smile. In the order of "first guest, then suite, first female guest, then male guest", open the car door, take the luggage and accompany the guests to the service desk or the elevator. Take the initiative to help the old, weak, sick and disabled guests. Floor service personnel should stand at the entrance of the stairs and I will meet them. When leading guests into the room, you should walk in front of the guests on the left, and keep a distance of 2~3 steps. When opening the door, you should reach out and let the guests enter the room first.

when guests leave the hotel, they should take the initiative to see them off, help them with their luggage, send them to the car, and say "goodbye", "welcome to come next time" and "have a nice trip".

for important meetings and friendly groups, we should organize people to welcome or send them off, and create a friendly and warm atmosphere to enhance the feelings with the guests.

service that guests hate

1. The restaurant doesn't open on time or closes early.

2. The phone rang three times, but no one answered.

3. The tables and chairs used by the guests are not clean.

4. Drinks and beverages are expired or drinks with steam without steam.

5. The food was served before the drinks were served.

6. Hot food is not hot and cold food is not cold.

7. The tableware is broken, the silverware is stained, and the water cup is dirty.

8. Ask the guest whose food this is.

9. Guests who are also dining get different services.

11. The dirty bone dish in front of the guest was not replaced in time.