There are many jobs in the hotel catering department, including employees' jobs and supervisors' jobs, etc. For employees, please refer to the following: 1 Employees' dress code should be "clean and tidy". Clean and tidy clothes reflect employees' mental outlook and the strictness of hotel services. If they are not dressed neatly, the image of the hotel will be damaged. 2. Comb your hair neatly, polish your shoes, wash them by hand, and repair your nails neatly. Female employees; Wear light makeup, don't wear heavy makeup, don't be bling, and don't wear jewelry. 3. Don't chat casually during working hours, tremble and walk straight, don't cross your hands on your chest or put them in your pockets, and be "light in walking, light in talking and light in action" in service. 4. Treat people with courtesy and politeness, and employees should smile and use polite language. Basic courtesy expressions of floor service (service standard courtesy expressions) 1. Welcome guests-"Hello, welcome!" 2. Pull up the chair and ask for a seat-"Sir/Miss, please sit down!" 3. Ask for tea at the table-"What kind of tea do you like, sir/madam?" 4. Send napkins-"Please use towels, sir/madam." 5. Pour tea-"Please have tea, sir/madam." 6. Ask about drinks-"What kind of drinks would you like to drink, sir/madam?" 7. Pour wine water-"Sir/Miss, can I get you some wine?" 8. Take away the teacup-"Sir/Miss, can I take away the teacup for you?" 9. Serve soup-"This is soup, please enjoy it." 11. Serve-"This is a dish, please enjoy it." 11. Change the bone disc-"Sir/Miss, change the bone disc for you." 12. Replace the saucer-"Excuse me, can I take this saucer away?" 13. Serve fruit-"This dish of fruit is a gift from the manager of our restaurant. It's a small gift from our restaurant. Please enjoy it." 14. Tea after dinner-"Please use hot tea." 15. Check out-"Who will pay the bill, please?" "Thank you for 21% off N-plus money" "Thank you for receiving N-plus money" "Thank you for getting back N-plus money." 16. seeing the guests off-"Thank you for coming. Welcome to visit again. Bye-bye!" In the operation, you need to make a gesture of "please"-pull the chair-open the seat-pour the tea-pour the wine water-collect the teacup-replace the bone dish-change the ashtray-serve the soup-add the soup-serve the food. Welcome, how many people are there? " 2. After taking the guests to their seats, please pull up the chair and sit down (and make a gesture of invitation). Pass the menu to the guest with both hands and say, "Mr. * *, this is our menu." Then ask the guest: "Hello, what kind of tea would you like to drink? We have Pu 'er, fragrant tablets and Tieguanyin. . . After the guests choose tea, they should inform the waiter in the stands of the tea they ordered. Requirements: Kindness in language, keeping smiling, and making guests feel particularly respected. 3. The waiter stood guard at the post in charge, greeted the guests with a smiling face, assisted the client to arrange the guests to sit down, bowed a little and said, "Hello, sir/madam, welcome!" 4. Pull up the chair, please sit down. First, pull out the chair that the woman is sitting on. When she sits down, slowly bring the chair close to the dining table, say, "Sir/Miss, please sit down" and make a gesture of invitation to ask the client for the guest's name. Note: a. Be good at observing and distinguishing who is the master. B。 Don't force some guests who don't want to tell you their surnames. C。 When a guest is puzzled by the name, we can explain it like this: "This is good for us to address you" or "When a guest asks for you, it is convenient for us to look it up." D。 In the whole process, the waiter should address the guests on the premise of their surname. 5. Pass the towel to make tea. Pass the towel from the guest's right and say, "Mr./Ms. * *, please use the towel." Then go to make tea. If you don't get any tea from the client, the waiter will have to ask the guest himself. (For the way to ask, see Article 2. ) Requirements: Tea making is required to be carried to the front of the guest table with snacks, mustard sauce, etc., and the first cup of polite tea is poured from the right. Note: the tea is required to be six minutes full, first ladies, then men, first guests, then hosts, then clockwise, and then mustard sauce and snacks. 6. Drop the towel and take off the chopsticks cover. Spread the towel flowers on the plate and spread them on the guest's lap or at the bottom of the plate. (Take off the chopsticks cover on the right side of the guest) 7. Sell drinks. When the shop assistant finished ordering, he went forward and asked with a smile, "sir/madam, do you need any beer, drinks or juice?" It's good that we have * * juice, and the beer includes Jinwei beer and Tsingtao beer. " Note: Valuable wines can only be opened after being inspected by the guests. There are two kinds of wines: white wine and white wine. White wine must be frozen, and red wine does not have to be frozen. Do you need to add lemon, plum or sprite according to the guests' wishes? 8. Place an order. Drink list in duplicate, clearly fill in the station number, name, time, quantity and name, and then submit it to cashier for seal. The red one is handed over to the cashier, and the white one is handed over to the bartender for drinks. 9. pour wine requirements. A. Serve drinks from the guest's right, stand slightly inclined and bend slightly. B. When you ask a guest for wine, you should first ask the guest what kind of wine he likes, and then pour the wine according to his meaning. The order of pouring the wine is: the guest first, then the host, and then pour it one by one in a clockwise direction. C. pouring specifications: beer, soda is eight minutes full, spicy wine is nine minutes full, and foreign wine is one p (one ounce). D. pouring method: pour beer, soda can be poured slowly along the glass, and mixed wine is poured first and then foreign wine. 11. Collect the teacups. After pouring drinks for the guests, you must consult the guests and remove the cups. If cigarette butts are found in the cigarette holder, put a clean cigarette holder on it, take it to the tray together, and then put it back in the clean cigarette holder. 11. Requirements for serving soup. After the dish comes on stage, open the lid, give the name of the dish and make a gesture "Please enjoy your meal". Note: After serving the first course, you need to distribute incense towels for the second time to show cleanliness. When serving soup, it should be distributed to the guests, requiring each bowl to be even, and then take the initiative to bring each bowl of soup to the guest's right in the order of female first and male second. When serving the main course, take the initiative to ask the guests if they need rice; If the guest needs it, mark it on the food card according to the quantity. If several dishes on the dining table are full, but the next dish is not enough, we should ask the guests for advice as the case may be, and assign the least dish left on the table to the guests or put it on another dish or withdraw it, and then serve another dish. 12. Patrol Taiwan. If more than two cigarette butts are found in the cigarette holder, they should be replaced immediately. Remove the empty dishes and soup bowls. Withdraw the tableware from the lower tray, put the tableware away according to the specified lower tray, and replace the bone plate in time. When replacing it, it must be done on the right side of the guest and make a gesture of please. If the guest is talking, he should remind the guest. 13. Add drinks frequently during the dinner. When you finish the last course, you should take the initiative to tell the guest "Sir/Miss, your order has been served" and ask the guest whether to add fruit or dessert. 14. Take away dishes and tableware. Please get the guest's consent before you can withdraw (except empty dishes). You should collect chopsticks and chopstick racks one by one on the right side of the guest, and then collect spoons, saucers and other tableware and wine glasses. Clean the countertop with a dirt clip. 15. Serve hot tea. Add tea leaves to the teapot that the guest originally drank, then add boiling water, and change another set of cups to pour a cup of after-dinner tea for the guest. (When you find the guest's teapot uncovered in the patrol station, you should add boiling water immediately, and then pour tea for the guest again. 16. Serve dessert and fruit. Prepare clean dessert tableware before serving dessert, and actively and evenly distribute dessert to guests; Before serving fruit, depending on the kind of fruit, send bone plates, fruit forks, etc., bring the fruit to the guest's table and introduce: "Mr. * *, this is from our restaurant manager, please enjoy it." 17. Send hot towels and check out. When paying the bill for the guest, you need to use the cashier clip, open the cashier clip on the guest's right and say, "Mr./Ms. * *, thank you (how much)." After the guest receives the change, he should also say thank you. Pull a chair to see the guests off, say "Go slow, welcome to visit next time" and other words of seeing them off. 18. Inspection work. After the guests leave, check whether there are still burning cigarette butts and whether there are any left-over items; If you find a burning cigarette butt, you should put it out in time; If you find any items left by the guests, you should call the supervisor immediately. 19. Take away the tableware. First of all, tidy up the chairs to keep the style of the restaurant. First, collect napkins, seat towels, and then collect cups, wine glasses and porcelain. 21. Clean up the site. Rearrange the environment and restore it to its original state. Training materials of Sanjiu Chengyuan Hotel in Shenzhen-How to answer the phone? Answer it within three rings. All incoming calls must be answered within three rings. Only in this way can the work efficiency of the restaurant be fully reflected. After saying hello, report to the unit and greet again, so as to avoid the trouble of confusing the identity and dialing the wrong number. For example, "Hello, Chengyuan Hotel, what can I do for you?" Don't say anything by yourself, just ask the other person blindly, "Who are you, which company, what do you want with him, etc." This is extremely impolite. It is also worth noting that the order of the first words of hello, reporting to the company and greeting can't be reversed or mistaken, which is polite and gives people a sense of intimacy. 2. Avoid using too casual language. Enthusiasm and rhetorical language are important factors for the success of telephone answering. We can compare our hearts. If you go to make a phone call, you will meet the other person and ask him rudely, "Hello, who are you looking for?" Not here! " Click, hang up the phone. If you call again to ask where he is, the other party will reply impatiently: "I don't know, didn't I tell you that he is not here?" How do you call again? It's really bothersome. "What's your mood at this time? 3. Learn to listen. Don't interrupt the guest before he finishes speaking. If you can't hear the other person clearly, repeat it, so as not to get the other person's meaning wrong. For example, if the guest complains, be patient and reply to the other person's words, pay great attention to tone and wording, and be warm, friendly and cordial, so that the other person can understand your concern for him. 4. Cultivate the habit of taking notes. Guest's telephone reservation and complaint; Everything your boss tells you by phone should be recorded, reported and handed over at any time. 5. Remember the voices of regular customers and bosses. In this way, guests and bosses will feel at ease to let you convey and implement! 6. Speak in a calm tone and answer in a friendly voice. People will never forget the scenes of Ying Zhou, the public relations manager, answering the phone many times in the TV series "Miss Public Relations". After she picked up the phone, she always said in a very kind voice, "Hello, I'm Ying Zhou, the public relations department". This kind and lively voice made the other party feel comfortable and satisfied.