basic etiquette of catering service

1. Catering service etiquette

With the development of catering service in modern society, people have more and more contacts with the catering industry, and the requirements for service level are getting higher and higher. The service etiquette of catering industry is a direct expression of service quality and service attitude, among which the service level of restaurants is the epitome of the service level of catering industry, and it is more important to pay attention to etiquette. The service etiquette of the restaurant is mainly composed of the service etiquette such as the reception desk, the value desk, the account desk, the food table and the kitchen desk.

1. Basic requirements for appearance, appearance and manners of restaurant service personnel

(1) Appearance

Working hours should be in uniform. Clothes should be neat and clean, and pay attention to keeping the cuffs and neckline clean. The buttons of clothes should be buttoned, the lining of clothes should not be exposed, and pants legs should not be rolled up with sleeves. Wear a sign card. It is advisable for waiters and waitresses to wear dark leather shoes, and the color of socks should be slightly darker than that of leather shoes.

(2) Appearance

Male waiters don't have big sideburns, the hair at the back can't grow to the collar, they don't have a beard, and they often shave; The waitress's hair should not grow to the shawl. But you must wear light makeup, and you are not allowed to wear any jewelry, long nails or nail polish. Do not wear irritating perfume.

(3) Manner

The standing posture of the restaurant service personnel should be dignified and upright, reflecting elegance and elegance. Sit upright and show dignity and elegance. The gait should be light and steady. Generally, you should walk on the right, not in the middle, not running, and not rushing with guests. When receiving guests, the use of gestures should be standardized and moderate, and the gestures should not be too much and the movements should not be too big. For example, the straight arm type should be used correctly when giving directions to guests, and the horizontal swing type should be used when guests enter. At the same time, it is necessary to pay attention to the coordination with facial expressions and various parts of the body when using gestures, so as to avoid appearing hard and causing misunderstanding to guests.

(4) The service personnel should be warm and moderate, patient and considerate, sensitive to the attitude of the guests, listen to the opinions of the guests with an open mind, be calm and calm, and have a reserved and generous expression. Self-control ability is strong, so as to maintain a good attitude.

2. Etiquette of service personnel at the reception desk

Service personnel at the reception desk include: concierge service personnel and guide service personnel. Before opening, the receptionist must know the general situation of the store and the guests booked on the same day, make good preparations for appearance, appearance and spirit, and stand on both sides or inside the restaurant door before opening, so as to look around and wait for the guests.

when guests arrive, welcome them warmly and take the initiative to greet them. When guiding the guests, you should ask whether to make an appointment and how many people, and then guide the guests to the right seats. This is mainly based on the identity and age of the guests. When guests leave after eating, they should send them off politely and send a farewell message to see them leave.

3. Etiquette of service personnel on duty

Service etiquette of service personnel on duty mainly includes service etiquette when opening dishes, ordering dishes, pouring wine, sending dishes and dividing dishes.

when guests are led to the table, they should take the initiative to say hello, and offer their seats by pulling chairs and handing out incense towels. When handing the incense towel, you can hold the incense towel with both hands and deliver it to the guests, or you can hold the incense towel with a stainless steel clip and give it to the guests.

if a guest orders a drink, the drink should be placed on the right side of the guest, and then the bottle cap of the drink should be opened. At the same time, you should pay attention to holding the bottle with your right hand, exposing the trademark, holding the upper end of the bottle with your left hand, and slowly pouring the drink into the drink cup. It is not advisable to pour it too full or too fast. When opening the can, don't rush the can mouth to the guest. If the guest doesn't order a drink, he must serve tea. Put the teacup on the saucer and gently put it on the table. Turn the handle of the teacup to the guest's right hand.

if the guest doesn't order food in advance, the desk attendant should stand on the left side of the guest of honor, hands down and hand over the menu, and ask the guest to order. When ordering, you can recommend our famous dishes to good guests appropriately. The menu is usually handed to the guest of honor, female guest or elder first. The name of the dish ordered should be accurately and quickly recorded on the menu in duplicate, one for the kitchen counter and the other for the bill counter.

At the beginning of the banquet, the desk attendant should take out the mouthpieces of the guests and hosts from the water label and hand them around. From the first course, the desk attendant should pour the first glass of wine for the guests. The order of wine pouring and classification is: male guests and female guests, starting from the left side of the main theme, pouring wine clockwise one by one, and finally pouring the main theme. When the host and guest make a toast and speak, the waiter should stop all activities and stand in an appropriate position. When pouring wine, you should pour hard liquor first, then fruit wine, beer and soft drinks.

when pouring wine, serving food and serving dishes, the service personnel should put a clean napkin on their left arm for wiping wine drops and beverage drops, but not their own hands. When pouring wine, you usually hold the bottle in your right hand and pour it slowly in your left hand, especially beer. At first, you should put the bottle mouth in the middle of the cup and pour it quickly. While pouring, you should slowly move the bottle mouth to the side of the cup, and the pouring speed will also slow down from fast to slow down to prevent the foam spilled by the beer from rising and overflowing the cup. Generally, it is better to pour beer with 7 points of liquid and 2 points of foam.

4. Etiquette of serving staff

Serving food mainly refers to serving food, serving food and replacing tableware.

(1) Generally, when serving food, cold dishes are delivered to the stage within ten minutes, and hot dishes are delivered to the stage within twenty minutes. Serve quickly, especially for lunch. The staple food is placed on the guest's left by the waiter with his right hand. The last course is soup, followed by tea.

when serving food, you should move lightly and steadily, keep a clear eye on the direction, and place it stably, and don't knock over the wine glasses and tableware. Serving should also pay attention to art. The waiter should arrange a coordinated pattern according to the different colors of the dishes. All fancy cold dishes, such as peacock, phoenix and other cold dishes, as well as the whole chicken, duck and fish, should face the guest of honor. After serving a good dish, the waiter stepped back and reported the name of the dish after standing firm.

(2) The dishes must be served on a tray, not directly by hand, and the thumb is not allowed to press the edge of the tray or insert it into the tray. The posture of the side dish is both stable and beautiful. The specific requirements are to hold it with five fingers and palms. The tray should not be too low, and the edge of the tray should be too close to the ears and hair. When you trust it, you can hold the tray with your other hand.

(3) When replacing the tableware, the guest's consent should be obtained first. Be careful not to knock down other newly served dishes and soups when replacing them. Replaced tableware should go out from the flat end on the right side of ordinary guests. If the vegetable soup is accidentally sprinkled on the same-sex guests, be kind and wipe it clean. If it is sprinkled on the opposite-sex guests, you can only hand over towels and apologize.

5. Etiquette of cashier

mainly includes etiquette when collecting money, paying bills and transferring money.

Pay the bill. When the details of the guests' meals are sent to the cashier, the cashier at the cashier's desk must accurately and quickly mark the unit price of the food and add up the total amount of money used. After summing up, when the guest uses the main dining tea, the waiter at the counter will send the bill to the guest with a tray, and should stand at the right back of the guest who is responsible for paying the bill, tell him softly, then put the money in the tray with a wallet and send it back to the cashier's desk, and send the recovered balance to the guest who pays the bill, and make a clear statement.

when paying the bill, if the guest transfers money, be sure to ask the guest to fill in the account and sign it. Account desk service personnel are generally sitting in the account desk and can wear two sleeves. Sitting posture should be refined, free, dignified and generous, with a smile.

6. Etiquette of kitchen service personnel

Before taking up the post, you should first tidy up the working environment and personal hygiene. Kitchen table hygiene mainly includes: kitchen table, chopping board, knife, floor and wall hygiene. The kitchen table should be clean, tidy and beautiful. Attendants should wash their hands thoroughly, comb their hair, tidy their faces, put on their work hats, white coats and aprons, and their work clothes must be clean. When operating, we must develop good hygiene habits. If you don't use sleeves to wipe your face and sweat, you can't sneeze at the work site, and you are not allowed to operate and smoke at the same time.

2. gfd Standard

Employees must always keep clean and tidy, and should pay attention to the following points:

1. Hair

(1) Keep your hair clean and wash your hair frequently.

(2) The front hair should not cover the eyes, and the hairstyle should not be exaggerated.

(3) The side of male employees' long hair should not cover their ears.

(4) When female employees wear uniforms, their hair must be tied up and their hair clips must be black.

2. Nose

Always pay attention to and trim nose hair.

3. Beard

Male employees are not allowed to grow beards and must shave them every day.

4. Nails

(1) All nails should be short and clean.

(2) Female employees cannot wear colorful nail polish.

5. Jewelry

(1) Female employees are not allowed to wear pendulous or exaggerated earrings.

(2) The necklace should not be exposed outside the uniform.

(3) Do not wear rings and bracelets of any texture, so as not to affect food hygiene.

6. socks and shoes

(1) socks must be black.

(2) You must wear work shoes or leather shoes issued by the hotel to work.

7. Famous brand

You must wear a famous brand to work.

8. Clothing

You must wear clean uniforms to work and dress neatly. You must wear a work hat when you go to work. You must wear an apron and clean cloth.

3. Catering Etiquette

Etiquette that restaurant waiters must abide by: A restaurant is a dining place for guests. Restaurant waiters should not only master business skills, but also observe all kinds of etiquette in service, so that guests can not only eat well, but also enjoy themselves.

1. Welcome guests, naturally generous and cordial greetings: Hello, welcome! How many people are there? If men and women come together, they should greet the female guests first and then the male guests. Guests, old, young and disabled, should take the initiative to take care of them.

2. Introduce the guests to their seats according to their different situations. If important guests come, they should be led to the best position in the restaurant; Couples and lovers should be led to a quiet corner when dining; 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.

Seats should be arranged to meet the requirements of the guests as much as possible. If the seat has been occupied by the guests who arrived first, the waiter should explain and apologize, seek understanding and recommend other seats that satisfy the guests.

3. When the guests approach the dining table, the waiter should open the chair with his hands in the order of female guests first, male guests first, and general guests first, and greet the guests to sit down. When the guests sit on their knees, gently push on the seat to make the guests sit well and sit firmly.

4. When serving tea, guests are forbidden to touch the cup mouth with their hands. Submit the menu in a timely and respectful manner, and don't throw the menu on the table at will. Customers should wait patiently when ordering, not rush, so that guests have time to consider.

when ordering, take a pen and paper and take notes at any time. If the guests are hesitant, the waiter should be a good adviser and enthusiastically introduce the varieties and characteristics of the dishes. We should pay attention to language art, be polite and euphemistic, and don't recommend it reluctantly or rigidly, so as not to arouse the guests' disgust. If the food ordered by the guests is out of stock, they should apologize politely and ask for understanding.

If the guest's order is not on the menu, don't refuse. Please allow me to discuss with the chef and try my best to meet your requirements. When the guests order, the waiter should smile, lean forward slightly, and don't lean against the table or put his hands on it. Listen carefully and record accurately to avoid mistakes.

5. If there are children having meals, a small stool can be added for the children to be seated conveniently.

6. If a guest accidentally drops the tableware, he/she should quickly replace it with clean tableware, instead of wiping it in front of the guests.

7. For the phone call of the guests, you should approach the guests and call them lightly, not shout in the distance.

8. You must answer the call of guests at any time at work, and you must not leave your post or chat with others.

9. Guests should pay attention to procedures when serving wine. When serving, you should not touch the dishes with your fingers. You should announce the name of each dish and briefly introduce its characteristics. You should not spit when you speak. When pouring wine, fingers should not touch the mouth of the glass, and the degree of pouring wine should be determined according to different types of wine. When pouring champagne or iced drinks, the bottles should be wrapped in napkins to prevent the drinks from dripping on the guests.

11, guests smoking, should take the initiative to light. Guests' belongings accidentally fall to the ground, so they should take the initiative to help pick them up and hold them in their hands.

11, guests should be treated equally, regardless of the size of the business should be considerate. On holidays, we should extend holiday greetings to every guest.

12. After all the guests have left, do the cleaning. Don't rush into it.

13. When checking out, you should put the bill on the tray and hand it to the guests face down. After paying the bill, guests should thank them. After the guests get up, the waiter should open the seat and remind the guests not to forget their 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 visit again.

14. Restaurant waiters have to deal with food and tableware, so they should be strict with their 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, do not wear heavy makeup, 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, turn your back, cover your nose and mouth with a handkerchief and apologize to the guests. Do not eat food with pungent smell before work.

Fourth, body language

To be a good server, you must first be a good communicator. Waiters deal with guests all day, and they can't do without communication all the time. In the process of service, listening, speaking, writing and body language are often used to communicate with guests, and body language is body language. Every action, look and facial expression will affect the perfection of every communication process between you and your guests.

Body language, also known as visual communication, takes up 55% of the information in the communication process, including eyes, body posture, gestures and facial expressions.

1. About eyes

Gazing at each other with eyes in the process of communication

is the most powerful way of body language communication. When you use eye contact in communication, you are actually saying that I am interested in you and I am paying attention to you. Eye contact is respect for each other. On the contrary, when you avoid eye contact, you will generally think that you are not sure about yourself, are lying or don't care about them, and so on, which will have a negative impact.

2. Body posture

Chest collapse and listlessness are telling guests that you are either tired, lack of self-confidence or bored, which will leave a bad impression on the guests and affect the overall image of the hotel. The waiter's posture should be chic and confident, and he should appear to feel good about himself and be full of confidence in his work.

3. About gestures

Gestures include the movements of your hands, arms, shoulders and even your head when you speak. Gestures can help you explain problems or support your statement. Gestures can add information and its changes, and can reflect a person's self-cultivation and psychological quality, such as the waiter playing with his hair and biting his lips.