The instrumentation of a restaurant waiter is the image of the waiter in the restaurant service work. In other words, it is the appearance of the waiter's posture in the service activities. The first impression of the guests in contact with the waiter is the instrument, that is, the overall appearance, is one of the main signs of polite cultivation. In recent years, due to the restaurant service specifications, the service level of the corresponding increase in the instrument of the waiter has also put forward higher requirements. Therefore, pay attention to the instrument has a more important significance, it is not only the restaurant reception specifications, service level of the image embodiment, but also respect for the customer's significant signs, but also to entertain customers, increase the economic benefits of the enterprise in a good way.
The instrumentation of the waiter is mainly reflected in the poise, temperament, appearance, posture, clothing and other aspects:
One of the waiter's poise, temperament cultivation
Temperament is a person's mind, character, cultivation, sentimentality of the outward appearance of the body, it is dependent on the body, is the spirit of the manifestation. Temperament is often can only feel, can not touch, can mean, it is difficult to say, such as showy, aura, foreign air, earthy, dull, silly is so. At the same time, temperament is also a kind of style, it regulates human behavior, constraints on human behavior, constraints on human feelings, to the person's personality coated with luster, so as to make its character to produce a sense of beauty, put out the beauty of the color. The temperament of the waiter should be simple, natural, beautiful, beautiful, through the environment, cultivation, experience, learning and other factors to be cultivated, with the spirit of the times and the beautiful heart to cast, through the body shape, light step, dexterous movements, youthful vigor, crystal eyes, pleasant emotions show "handsome appearance", "full of spirit". "full of spirit", "vivid". In this regard, the waiter to avoid sour, rotten, vulgar, dull, copper and charming gas, develop integrity, pure, gentle, quiet quality, unique and unique professional charm.
Style refers to the role of spiritual factors, human behavior, attire in line with the aesthetic standards of a performance. It is the natural flow of thought, character, temperament, but also with occupation, gender, age, cultural qualities, ethnicity, personality has a direct link. Although a person's demeanor does not depend entirely on appearance, dress and grooming, but can be skillfully modified with artistic creativity to make it more perfect, to seek the unity of natural beauty.
The demeanor is natural, demeanor can reflect the professional characteristics. Waiter's demeanor should be natural and elegant demeanor, stable and generous posture, concise and intimate words, neat and well-dressed, courteous gestures, as well as appropriate treatment of people to do dignified, stable, subtle, especially when encountering uncivilized and impolite customers, it is necessary to be able to restrain their own feelings, calmly and courteously to deal with the problem, to calm down the disputes. Waiter must not be listless, at any time do not show impatience, more forbidden to show anger, to implement the smile service, hospitality and pleasant, so that people feel warm and friendly. Those who are wild, rude, nodding, obscene, flirty, panicked gait, slow and other habits, should be corrected in the list.
Two, the waiter appearance requirements
Restaurant waiters should first be full of spirit, enthusiasm, gentle and elegant, courteous, dignified, unassuming, smiling, amiable. The moderate expression of the waiter, can be transmitted to the guests of their enthusiasm, respect, tolerance and understanding, to the guests to bring affinity and warmth. Waitresses should do clean face, generous hairstyle, women's hair should not be combed too high, do not leave strange hairstyles and shawl hair. If you need to make up, depicting eyebrows, lipstick should be light makeup, should be in the natural appearance of the basis of slightly modified, should not be colorful, so that guests feel energized, elegant and natural is the principle that must be adhered to by the light makeup. Nails should be often trimmed, not allowed to stay long nails, not allowed to dye nails. Male waiter's hair is not too long, to the limit of Qi hairline, do not leave a beard and long sideburns.
Three, the waiter posture requirements
The waiter posture mainly includes standing, walking, squatting, hand posture, posture and so on. In the service work, the waiter's posture should have a certain normative, it is not only the performance of personality, reflecting a person's cultivation temperament, but also civilized and polite yardstick, contains an aesthetic function. Waiter's posture should stand like a pine, walk like a boat, feet should be stable, hands should be light. Men should have masculine beauty, strong, steady, sharp, powerful; women should have feminine beauty, with the soft curve, the posture of the gentle, showing a dignified, serene, elegant and light rhythmic beauty.
In terms of standing posture, the center of gravity of the body falls in the middle of the two feet, chest out, abdomen and palate, waist straight and shoulders flat, gaze level, face with a smile, arms naturally hanging down or in front of the chest, behind the body cross. Both heels together, the angle of 45 ° to 60 °, can also be two feet side by side, a fist apart, toes slightly outward. Hands may not be crossed, clasped to the chest or inserted into the pockets of the coat, and the toes may not beat to the music; the body may not be tilted to the east or west, relying on objects.
In terms of gait, it is required that the pace be light and steady, the upper body is straight, the center of gravity of the body falls on the front of the feet, the head is slightly lifted, the gaze is flat, and the face is smiling. Toes should be directly in front of the two feet track for a line or two immediately adjacent parallel lines, moderate pace, to one minute as a unit, male waiters should walk 110 steps, female waiters should walk 120 steps. Appropriate step speed reflects the positive attitude of the waiter, the guests are happy to see. Steps on the restaurant waiters generally do not require too large, because the step is too large, the human body is bound to increase the angle of forward leaning, waiters often hand-held items to and from, more prone to accidents. In addition, the stride is too large, coupled with a faster pace, it is easy for people to produce a "wind and fire" feeling. Therefore, the male waiter's stride to 40 centimeters or so appropriate, female waiter's stride in 35 centimeters or so appropriate. Service personnel in the hotel, generally on the right side of the walk, and guests walking, guests should be allowed to go first (except for ushers and receptionists); encounter channel is narrower, there are guests from the opposite side of the walk, the service personnel should take the initiative to stop leaning on the side, the first to let guests through, but do not turn your back on the guests. Walking posture and mood. Psychologists believe that the low hanging head, shoulders shaking or hunchback, will indicate that the person's spirit, negative inferiority complex. Therefore, to cultivate their own career, full of confidence in life and fun, so you walk, but also will be full of energy, full of vitality.
In terms of sitting, as a restaurant staff, in order to sit elegantly and freely, the requirements are: sitting dignified, stable, natural. When entering the seat, slightly light and slow, but without losing vigor, walk to the front of the seat and turn around, the right foot back half a step, the left foot to follow, and then sit down gently and steadily. Women wearing skirts should use their hands to gather their skirts forward a bit when they take their seats, sit down with their upper bodies straight, heads straight and eyes level, mouths slightly closed, smiles, waists slightly leaning against the backs of chairs, hands crossed over the legs, with armrests can be lightly resting on the armrests, and calves are basically perpendicular to the ground. The distance between the two knees, men to loose a fist is appropriate, women do not separate for good. Sit down according to the height of the stool surface and with or without armrests and backrests, pay attention to the two hands, two legs, two feet of the correct pose. In addition, there are some sitting posture is also possible, such as "S" type sitting posture, this sitting method is suitable for side conversations; "foot love style" sitting posture, two legs crossed at the knee, a foot inward and the front leg crossed at the knee, the two legs a front and a back on the ground, hands slightly crossed on the legs. Whichever way you sit, relax naturally with a smile on your face. But avoid the following kinds of sitting posture: sitting on the legs, sitting on the legs, sitting on the legs, sitting on the legs, "O" shaped leg sitting posture. Sitting posture, especially avoid leaning forward and backward, or shaking legs and feet, which is a lack of education and arrogance.
In the squatting posture: the hotel waiter for the items dropped on the ground, should use the beautiful squatting posture to pick up the items. If picking up items on the right side of the body, squatting should be the left foot in front, the right foot a little behind, the two legs leaning downward squatting, the left foot all on the ground, the right heel lifted, the right knee is lower than the left knee, the left side of the right knee rests on the inside of the left calf, forming the posture of the left knee high right knee low. Hips down, basically supporting the body with the right leg. Male waiters can have an appropriate distance between their legs, while female waiters must keep their legs close together. If picking up items on the left side of the body, the posture is reversed.
In terms of gestures, gestures are one of the most expressive "body language", which is a form of body language commonly used by restaurant service staff to make introductions, talk, lead the way, and indicate the direction to guests. Requirements formal, fingers naturally together, palm up, elbow joint as the axis pointing to the target, at the same time, the eyes should also be turned to the target, and pay attention to the other party has to see the target. When introducing or pointing out the way, neither one finger should be used to gesture. When talking, gestures should not be too many and their amplitude should not be too large. In the use of gestures, should also pay attention to the customs of the countries.
People's body shape, appearance is born, is difficult to change, but people's body shape, appearance of some specific parts, and can be based on the requirements of the service work, consciously exercise, correction, molding. If there is a slight hunchback, you can consciously chest, to be corrected, even if there is a bad look expression, but also through the psychological regulation and control, abandon the unpleasant state of mind, to improve the facial expression of the purpose.
Four, waiter dress requirements
Dress is clothing, it can beautify the human image (set off the external physical beauty, refraction of the inner beauty of the soul), to enhance and improve the aesthetic value of their own, to achieve the true (sensible and reasonable, moderate, and consistent with the instrument), the good (shielding the body against the cold, free from aggression, there is applicability), the United States (styles rich in the flavor of the times, the tone shows) the unity of personality characteristics. (style rich in the flavor of the times, the style shows personality characteristics) of the unity.
The waiter dress should be coordinated with the human body, the environment, society, in particular, should be subordinate to the needs of the work, so as to facilitate the operation of the premise of not distracting the attention of the guests. Generally speaking, waiters should not wear texture expensive, bright colors, complex style of large dresses, should not wear jeans, floor-length skirts, big swing skirt, old-style cheongsam and theater costumes with water sleeves, should not wear practice shoes, high-heeled shoes, rattling nails shoes, slippers, boots, etc.; should not wear bowler hats, cool hats, flower hats, wind and snow hats and tinted glasses; should not be surrounded by a sarong, shawl, long scarf, etc.. Dress should be standardized, wear a suit with a tie or bow tie, wear leather shoes. The style, pattern and tone of the blouse, tie, shirt, pants, shoes and socks should be coordinated, and the dress should be neat. Neatness is the most basic and important requirement of the dress, is the soul of the dress. Work clothes should be changed and washed frequently, ironed and leveled before wearing, not allowed to wear dirty work clothes on duty, shirts should be changed and washed frequently, not allowed to wear cuffs with dirt shirts on duty. Leather shoes should be polished every day to keep them shiny. In addition, the dress of the waiter depends on the specific circumstances of different restaurants, such as the Beijing imitation food restaurant, waiters are cheongsam; Guangdong's White Swan Hotel, waiters are wearing fine fashion, which is in order to maintain the overall image of the enterprise and business characteristics.
Restaurant waiters to meet the above requirements, usually to cultivate a correct aesthetic, promote dignified and generous, clean and beautiful dress, to improve cultural cultivation, the pursuit of perfection of the United States, the attire should be dressed with their own identity, age, and characteristics of the harmony of the occupational characteristics of the times, and accepted and appreciated by the people.
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Chinese People's **** and State Restaurant Waiter Occupational Skills Standard Restaurant Waiter
Definition of the job: for dining guests to arrange seating, point with Lai points, provide various food and beverage services; banquet design, decoration, set up and so on.
Scope of application: restaurants, hotels, cruise ships and other places of the banquet hall, restaurant, bar.
Grade Line: Beginner, Intermediate, High.
Apprenticeship: two years, including one year of training and one year of apprenticeship.
Junior Restaurant Server
Knowledge Requirements:
1. With junior high school education or equivalent.
2. Understand the knowledge of restaurant service and reception, and grasp the dietary requirements of guests of different ages, occupations, and different dining purposes.
3. Understanding of the world's major countries, regions and domestic minority customs, religious beliefs and dietary practices.
4. Understand the tastes, cooking methods and production processes of the various dishes served and their prices.
5. Understand the names, origins, characteristics and prices of all kinds of alcohol and beverages served.
6. Knowledge of the formalities and requirements of the sales process.
7. Knowledge of the use and safekeeping of various documents.
8. Knowledge of food nutrition and hygiene, familiar with the Food Hygiene Law.
9. Knowledge of the use of commonly used cloths, cutlery, drinking utensils and utensils in the restaurant as well as the knowledge of categorization and storage.
10. Knowledge of the techniques and movement requirements necessary for skills such as tray and table setting.
11. Knowledge of the service procedures for casual seating and general banquets.
12. Mastery of a variety of dishes, alcohol, beverages, the scope of application and serving methods.
13. To master a variety of dishes required condiments and their characteristics.
14. Basic knowledge of service psychology.
15. Knowledge of the duties, work procedures and work standards of the position.
16. Knowledge of safe use of electricity, gas and fire fighting facilities.
17. Understanding of the restaurant production of common equipment, tools and maintenance knowledge.
18. Knowledge of basic make-up and general social etiquette and manners.
Skills required:
1. Be able to judge the psychology of guests, and can promote a variety of dishes and alcohol, beverages.
2. Be able to configure and arrange tableware correctly according to menu requirements.
3. Be able to receive casual guests and general banquets according to service regulations.
4. Be able to skillfully tray, folding flowers, set the table, pouring wine, serving food, dishes, etc. 5. Be able to introduce, recommend dishes, snacks, and alcohol, beverages according to the needs of guests.
5. Be able to calculate the selling price accurately and quickly.
6. Be able to properly use and maintain commonly used machines and equipment.
7. Be able to independently deal with general problems in the reception process.
8. Speak Mandarin, concise language, and can use foreign languages to carry out simple work conversation
9. Can guide the work of apprentices.
Intermediate Dining Room Attendant
Knowledge Requirements:
1. High school education or equivalent.
2. Be familiar with the characteristics of a particular Lai system and the production process and flavor characteristics of famous Lai and famous points.
3. Familiar with the workflow of the restaurant service, the setup, duties, staffing and requirements of each position in the restaurant.
4. Knowledge of restaurant layout.
5. Knowledge of promotion and shift management.
6. Knowledge of all operational skills within the restaurant standard difficulties.
7. Knowledge of service and requirements for high and intermediate banquets.
8. Mastery of the restaurant to serve dishes, snacks, sprinkles and beverage quality standards.
9. Knowledge of major commodities related to the restaurant industry.
10. knowledge of the preparation and application of various condiments.
Skill Requirements:
1. Ability to judge guest psychology with relative accuracy.
2. Be able to prepare a general banquet menu according to guest requirements.
3. Can set the table for high-level banquets, and can lay flower table.
4. Be able to identify the quality of food, snacks, alcohol, beverages.
5. Can organize general banquet reception services.
6. According to the requirements of the guests, can arrange all kinds of restaurants, design and decorate all kinds of table type, master flower arrangement skills.
7. Be able to make cocktails and condiments, with comfortable expressions and graceful movements.
8. Can correctly use and maintain the restaurant furniture, tableware, cloth and its audio-visual equipment.
9. Be able to make a correct judgment on the restaurant's special circumstances and guest complaints, find out the reasons, and put forward measures to solve the problem.
10. Have a certain degree of organization and management and language skills. 11. Be able to train and guide the junior restaurant waiter.
Senior Dining Room Attendant
Knowledge Requirements:
1. High school education or equivalent.
2. Knowledge of consumer psychology and service psychology and various domestic and international festivals.
3. Knowledge of the special dietary requirements of patients with some diseases and the basics of food therapy.
4. Have rich basic knowledge of cooking and master the styles of major cuisines and the production process and characteristics of famous dishes and points.
5. Excellent knowledge of restaurant management, marketing and costing.
6. Ability to design and decorate all types of banquets (including cocktail parties and cold dinners).
7. Mastery of the principles, use and maintenance knowledge of air conditioning, audio-visual and other equipment commonly used in restaurants.
8. knowledge of prevention, judgment and treatment of food poisoning.
9. Knowledge of regulations, policies and systems related to food service.
Skill Requirements:
1. Be able to accurately judge the psychology of the guests, quickly comprehend the intentions of the guests, and meet the needs of the guests in a timely manner.
2. Ability to prepare high-level banquet menus and group inclusive menus for consecutive days according to guests' needs
3. Ability to organize, design and direct the work of large-scale high-level banquets.
4. Ability to collect guests' opinions, cooperate with the kitchen to improve the technology, increase the variety of flowers and colors, and adapt to the needs of consumers.
5. Have the ability of catering cost accounting.
6. Timely detection and troubleshooting of general malfunctions of lighting and common machines and equipment in the restaurant.
7. Ability to properly handle guest complaints and emergencies.
8. Have the language art expression ability and contingency service skills, can use foreign languages to receive foreign guests.
9. Be able to train and instruct intermediate restaurant servers.