1, hairstyle: clean, neat and not weird. The waiter's bangs are not eye-catching, but his feet are not eye-catching and his back is not collar. The waitress's hair should not be too long, and should be combed into a bun at the back of her head with a uniform hairpin.
2, makeup: the waitress must wear light makeup, do not wear heavy makeup or use heavy makeup, elegant and natural.
3. Accessories: In principle, you are not allowed to wear any accessories. The reason for this is the following：
(1) Work is inconvenient, such as earrings and bracelets.
(2) unsanitary, such as a ring.
(3) Respect customers and make them psychologically satisfied.
4, personal hygiene: pay attention to keep personal cleanliness, take a bath frequently, and there can be no odor on your body; Waiters are not allowed to grow long nails and apply nail polish, and waiters are not allowed to grow beards.
Second, the instrument.
1. Dress according to the uniform issued by the restaurant.
In Qin Ying, clothes should be washed and changed frequently. Clothes should be free of stains and smells. Sleeves and necklines should be kept clean and hot, and other decorations are not allowed on clothes without permission.
3, clothes must be buttoned, zipped, not allowed to open.
4. Wear black leather shoes or cloth shoes. Platform shoes, casual shoes and sandals and slippers are not allowed. When wearing leather shoes, keep them bright and clean.
5. When wearing a skirt, you must wear light-colored flesh-colored stockings, and you are not allowed to wear stockings of other colors.
6. The badge is hung on the left chest uniformly and correctly.
Third, etiquette.
1, sitting posture
(1) When sitting, walk gently and slowly to the front of the seat, but don't lose your vitality. Turn around at the steps, step back with your right foot, follow with your left foot, and then sit down gently and steadily. When a woman wears a skirt, she should hold the skirt to the front with her hands.
(2) After sitting up, the upper body is upright, the head is straight, the mouth is slightly closed, and the face is smiling. Service personnel usually sit in two-thirds of the stool with their hands on their legs. When there are handrails, they can put their hands lightly on the handrails or put one hand on the other. The legs are basically perpendicular to the ground, and the feet naturally land. The distance between the knees, it is better for men to loosen their fists, and it is better for women not to separate.
(3) When sitting, pay attention to the correct placement of hands, legs and feet according to the height of the chair surface and the presence or absence of handrails. In addition, you can also take the "S" posture, that is, the upper body and feet turn to one side to face each other at the same time.
(4) When sitting, don't lean forward and lean back, cross your legs, cross your feet, and put your feet on the chair, sofa armrest or coffee table. It is not allowed to cross your legs, spread your knees, put your heels together unnaturally or shake your legs and feet, and it is not allowed to lie and sit. When talking to the guests on both sides, don't just turn your head, but side your upper body and feet at the same time.
Step 2: Standing posture
(1) When standing, stand upright, tuck in your abdomen, hold out your chest, keep your eyes straight, keep your mouth slightly closed, smile, cross your arms behind your body, cross in front of your body when guests come, and put your right hand on your left hand.
(2) When the waiter stands, his heels are close together, and his toes are V-shaped and open at 45 degrees. When the waiter stands, his feet are shoulder width apart.
(3) When standing, don't put your hands on your waist or hold them on your chest, and your body can't stagger. For example, when you are tired, you can shift your weight to one leg, but keep your upper body upright, don't lean on other things, and don't stand on one leg independently. Put your other foot on something else. Don't lie on anything else.
(4) When standing, be full of energy and natural expression, and pay attention to the greetings and cooperation of colleagues around you.
3. Walking posture
(1) Walk gracefully, flexibly and steadily. When walking, lean forward 3-5 degrees, raise your head, relax your shoulders, keep your upper body upright, hold your chest out and abdomen in, look straight ahead and smile. Keep your arms straight and relaxed, your fingers naturally bend slightly, and your arms naturally swing back and forth, with a swing range of about 35cm, and your arms should not be separated by more than 30 degrees.
(2) When walking, the center of gravity falls on the front of the palms of both feet, and the abdomen and buttocks should be lifted up. When a woman walks, her feet are in a straight line without striding; When people walk, their feet follow in two straight lines, but the two straight lines are as close as possible, and the steps can be slightly larger.
(3) The pace should be moderate, with the male waiter 1 10 step/min and the female waiter 120 step/min.
(4) The stride length should not be too large, because if the stride length is too large, the forward leaning angle of the human body will inevitably increase. Waiters often come and go with things in their hands, which is prone to accidents. So the waiter's stride is about 40cm and the waitress's stride is about 35cm.
(5) When walking, be light and steady, and avoid shaking your head, twisting your body and kicking your feet. In case of emergency, you can speed up your steps and don't rush to run.
(6) When walking, generally stay to the right. Don't be in a hurry when walking with guests (except welcoming guests). If a guest walks down the aisle, stop and pull over to let the guest pass first, but don't turn your back on the guest.
(7) In case of emergency or need to surpass the guests in front when carrying heavy objects, you should show humility to the guests.
(8) When walking, don't laugh, hum, snap your fingers or eat while walking. When two or more people walk, they do not walk side by side, nor do they climb shoulder to shoulder or hold hands and hug their waists.
Fourth, smile
In the service industry, smile is a special silent language, which can make customers feel the enthusiasm, sincerity and friendliness of waiters.
1. Maintain optimistic and stable psychological quality, and be calm when things go wrong. Properly handle all kinds of problems at work, especially your own mistakes, enter the role in time after taking up the post, and forget all troubles and unhappiness.
2, smile from the heart, don't be artificial, artificial smile is called skin smile and meat don't smile, but it will scare people away.
When you smile, your eyes should also contain a smile. Imagine how ugly it is to have no eyes to show your teeth or grin.
Read "money" or "c" and "eggplant" 50 times, and you will find that your mouth looks like laughing when you pronounce this sound. Reading more books helps to smile naturally.
Smile is related to nature, but it is also important to cultivate the day after tomorrow. Always remind yourself to keep a happy mood, keep smiling and practice in front of the mirror in your spare time until you are satisfied and used to it.
Section 2 Courtesy Cultivation of Restaurant Waiters
Politeness: refers to the behavior of mutual respect and friendly coexistence between people in contact and communication, which embodies the fashion of the times and people's moral quality and reflects people's cultural level and civilization. Politeness is the external expression of a person's treatment of people and things, which is manifested in appearance, appearance, manners, language, movements and so on.
Etiquette: it is a common form of greeting, greeting, wish, sympathy and giving necessary help and care to each other in daily life, especially in communication occasions. Etiquette is the concrete embodiment of politeness, such as nodding, greeting and shaking hands.
Etiquette: It is a form of etiquette. Simply put, it is a form of people giving gifts, and all people's behaviors and actions in social activities are reflected through certain forms of etiquette.
Cultivation: refers to a person's level of understanding of a thing and the cultivation of a skill.
Politeness is an important symbol of the civilization degree of an enterprise employee, and it is also a measure of a person's moral level and education level.
First, the classification of etiquette
There are 9 kinds of common etiquette in service catering: greeting ceremony, addressing ceremony, response ceremony, operation ceremony, welcome ceremony, banquet ceremony, handshake ceremony, bow ceremony and greeting ceremony.
1. Welcome ceremony: Welcome ceremony is a kind of reception etiquette for service personnel when they enter the store, which mainly focuses on greetings and congratulations. In daily use, greetings are divided into the following categories.
(1) First greetings. Greetings from guests when they first enter the hotel. When meeting a guest for the first time, the waiter should say "Hello, sir (miss) (or welcome). I'm waiter XX (I'm Xiao X). I am very happy to serve several people. "
(2) Timely greetings. When meeting guests, greet "good morning", "hello", "good noon" and "good afternoon" according to the approximate time of morning, noon and evening.
(3) Greeting different types of guests. There are many types of guests dining in the hotel, and the service staff should greet them according to different types of guests, such as saying "Happy Birthday" to the birthday guests and "Happy Wedding" to the newly-married guests.
(4) holiday greetings. Holiday greetings are generally used before or after the festival, such as Spring Festival, New Year's Day, National Day, etc., and can greet "Happy Holidays" and "Happy New Year".
(5) Other greetings. Show concern for guests when they are sick, drunk or angry.
2. Address ceremony: refers to the address used when dealing with guests in daily service.
The address should be realistic. If the address is wrong, the location is wrong and the name is wrong, it will not only make the guests unhappy, cause disgust, but even cause jokes and misunderstandings.
(1) General customary address: When addressing others, men generally address others as "sir", unmarried women as "miss", married women as "lady", women who don't know their marital status as "miss", or older people who wear wedding rings as "lady".
(2) Address by position. If you know the position, you should call it, such as Director Wang and Director Li.
3. Response ceremony: refers to the etiquette when talking with guests.
(1) When answering a guest's question, you must keep a good standing posture, keep your back away from other things, speak in a gentle and patient tone, keep your eyes on the other person and listen attentively to show your respect.
(2) Praise, criticism, suggestions and complaints of guests must also be answered in appropriate language, and they cannot be ignored, otherwise it is impolite.
(3) When dealing with service problems for guests, the waiter should be tactful. If some questions raised by the guests are beyond the authority, they should ask for instructions from the superiors and relevant departments in time. It is forbidden to say some negative words, such as "no", "no", "I don't know" and "nothing can be done". They should answer, "I'm sorry, I have no right to make a decision." I'll ask the leader. Is that all right? " .
3. Operation etiquette: refers to the etiquette of service personnel in their daily work. The waiter's operation is often carried out on the same occasion and at the same time with the guests. If the waiter wants to serve well without being rude, he must pay attention to:
(1) Attendants should dress neatly in their daily work, pay attention to gfd, behave generously and be kind. Don't talk loudly, joke or hum songs during working hours, and keep the working environment quiet. When you enter the room, knock at the door. When knocking at the door, bend your fingers, tap with your knuckles rhythmically, and then go in. When opening and closing the door, be gentle and don't make too much noise.
(2) In the process of operation, if it affects the guests, be humble and say "I'm sorry" or "I'm sorry, please forgive me?" Wait a minute.