1. Basic knowledge of waiters
1) Speak standard Mandarin, be warm, courteous and considerate to guests, have a strong sense of responsibility, obey management, cooperate with employees in this department, abide by employee rules and do their jobs well.
(2), master service skills and cleaning standards, and keep all parts of the department clean, tidy, fresh air and elegant environment.
(3), stick to their posts, are not allowed to wander around in irrelevant areas, chat, be loyal to their duties, ensure the safety of guests, patrol frequently, find problems in time, solve problems, and report to the superior supervisor immediately if they cannot be solved.
(4), responsible for checking the operation of each equipment, found the problem in a timely manner to the superior submitted to the maintenance project.
(5), remind guests to take good care of their belongings, do not arbitrarily reduce the service process stipulated by the department and make reasonable arrangements according to the requirements of guests.
(6), when filling in the documents, the handwriting is clear and neat, and there is no omission.
(7) Any left-over articles found should be handed over to the minister or director immediately, and then handed over by the director to the assistant manager in the lobby of the front desk for safekeeping and keeping records for future reference. If the guest claims them, he must go through the assistant manager in the lobby and ask the guest to describe the characteristics of the articles in detail (such as calling the mobile phone number for verification), show his valid certificate and log in for the record before returning them. If he has not been picked up for a long time, he will be handed over to the company for further handling.
(8), the waiting time of the guests is limited to 61 seconds, which shall not exceed the specified time, and the guests shall not be coldly met.
(9) When the guests arrive, they should greet them politely and make reasonable arrangements according to the requirements of the guests.
2. What can the waiters learn?
1. They can cultivate their manners and qualities. Service personnel must be well dressed and dignified when serving. Polite, friendly and helpful attitude and moderate tone of speech can increase the aesthetic feeling of waiters.
2. You can cultivate your temper. As a waiter, you have to face consumers with different personalities and social classes every day. To do this job well, you must have a good temper. Service personnel must be kind when serving, and be very careful when dealing with others. In the event of an accident, we should remember to be patient, resolve any dispute with sincerity, and take the principle of "customer first" as everything.
3. You can cultivate your own service level and service ability.
Restaurant staff directly face customer service, and they meet many guests every day, and there are all kinds of guests. Although they are very careful in service, sometimes it is inevitable that they will be negligent for a while, causing harm to the guests; Or everything the service personnel do when serving is in line with the regulations, but it still can't satisfy the guests. The restaurant service staff here should take the principle of "customer first" and apologize to the guests for their understanding. As a waiter in a restaurant, we must know the types of customers, so that we can improvise, seize the opportunity, respond freely, conform to their needs and provide the best service.
4, the spirit of cooperation of the waiter
The staff must be serious and responsible and cooperate quickly, which will make the work smoother. Waiters should not only be happy to be competent in their own work, but also be able to find and understand the difficulties of colleagues, and immediately know where and how to help colleagues. This spirit of active participation and cooperation is conducive to the smooth progress of the work.
5. Colleagues at work must respect each other and help each other; Comply with regulations, not greedy for money, not cheating guests, polite and thoughtful. In this way, when serving, we will win the favor of our guests.
3. I need comprehensive knowledge, theory and skills training materials for catering waiters.
Definition of restaurant waiters' jobs: arranging seats for dining guests, ordering snacks and providing various catering services; Design, decorate and arrange the banquet.
scope of application: banquet halls, restaurants and bars in restaurants, guesthouses, cruise ships and other places. Grade line: junior, middle and high.
apprenticeship: two years, including one year of training and one year of probation. Knowledge requirements of junior restaurant waiters: 1. Have junior high school education or equivalent.
2. Understand the knowledge of restaurant service and reception, and master the dietary requirements of guests of different ages, occupations and different dining purposes. 3. Understand the customs, religious beliefs and eating habits of major countries, regions and domestic ethnic minorities.
4. Understand the tastes, cooking methods, manufacturing processes and selling prices of various dishes served. 5. Know the names, producing areas, characteristics and selling prices of all kinds of wines and beverages.
6. Understand the various procedures and requirements in the sales process. 7. Know how to use and keep all kinds of documents.
8. Understand the knowledge of food nutrition and hygiene, and be familiar with the Food Hygiene Law. 9. Understand the use and classified storage knowledge of commonly used fabrics, tableware, wine utensils and appliances in restaurants.
11. master the technical and action requirements required for skills such as tray and table setting. 11. Master the service rules for end of seat and general banquet.
12. master the applicable scope and eating methods of various dishes, wines and beverages. 13. Master the condiments needed for various dishes and their characteristics.
14. Have the basic knowledge of service psychology. 15. Understand the responsibilities, working procedures and working standards of this position.
16. master the knowledge of safe use of electricity, gas and fire control facilities. 17. Understand the use and maintenance knowledge of common equipment and tools produced in restaurants.
18. Know basic makeup knowledge and general social etiquette. Skill requirements: 1. Be able to judge the guest's psychology, and be able to promote all kinds of dishes, wines and drinks.
2. Be able to correctly configure and place tableware according to the menu requirements. 3. Be able to receive scattered guests and general banquets according to the service regulations.
4. Able to skillfully carry out tray, flower folding, table setting, wine pouring, serving and dish division. 5. Be able to introduce and recommend dishes, snacks, alcohol and drinks according to the needs of guests.
6. Be able to calculate the selling price accurately and quickly. 7. Be able to correctly use and maintain commonly used machines and equipment.
8. Be able to handle general problems in the reception process independently. 9. Can speak Mandarin, the language is concise and accurate, and can make simple working conversations in foreign languages. 11. Can guide apprentices.
knowledge requirements for middle-level restaurant waiters: 1. High school education or equivalent. 2. Be familiar with the characteristics of a certain Lai family, the production process and taste characteristics of famous Lai and Ming Dian.
3. Be familiar with the workflow of restaurant service, the setting, responsibilities, staffing and requirements of each post in the restaurant. 4. Master the knowledge of restaurant layout.
5. Have knowledge of promotion and team management. 6. It is difficult to master the operating skills in the restaurant.
7. master the service knowledge and requirements of senior and intermediate banquets. 8. Master the quality standards of dishes, snacks, sprinkles and drinks provided by restaurants.
9. master the main commodity knowledge related to the catering industry. 11. Master the knowledge of preparation and application of various condiments.
skill requirements: 1. be able to judge the guest's psychology more accurately. 2. Be able to prepare the general banquet menu according to the requirements of the guests.
3. be able to set the stage for high-class banquets and lay the flower table. 4. Can identify the quality of Laiyao, snacks, alcohol and beverages.
5. Be able to organize reception services for general banquets. 6. Be able to arrange all kinds of restaurants, design and decorate all kinds of tables according to the requirements of guests, and master the skill of flower arrangement.
7. Can make cocktails and condiments, with free expression and graceful movements. 8. Be able to correctly use and maintain the furniture, tableware, cloth and audio-visual equipment in the dining room.
9. Be able to correctly judge the special situation and guest complaints in the restaurant, find out the reasons and propose solutions. 11. Have certain organizational management and language skills.
11. Be able to train and guide junior restaurant waiters. Knowledge requirements for senior restaurant waiters: 1. Have a high school education or equivalent.
2. master the knowledge of consumer psychology, service psychology and various festivals at home and abroad. 3. Master the special dietary requirements of some patients with diseases and the basic knowledge of dietotherapy.
4. Have rich basic knowledge of cooking, and master the styles of major cuisines, as well as the making process and characteristics of famous dishes and dishes. 5. Proficient in catering management knowledge, and master knowledge of marketing and cost accounting.
6. master the design and decoration ability of various types of banquets (including cocktail parties and cold dinners). 7. Master the principle, use and maintenance knowledge of air conditioning, audio-visual equipment commonly used in restaurants.
8. Have knowledge of preventing, judging and handling food poisoning. 9. Master the regulations, policies and systems related to catering services.
skill requirements: 1. be able to accurately judge the guest's psychology, quickly understand the guest's intention, and meet the guest's needs in time. 2. According to the needs of the guests, the senior banquet menu and the group meal package menu for many days can be compiled.
3. Ability to organize, design and guide large-scale senior banquets. 4. Be able to collect guests' opinions, cooperate with the kitchen to improve the technology, increase the variety of colors and meet the needs of consumers.
5. Have the ability of catering cost accounting. 6. Find and eliminate the general faults of lighting and common machines and equipment in the restaurant in time.
7. Be able to properly handle guest complaints and unexpected accidents. 8. Have the ability of language artistic expression and emergency service skills, and be able to receive foreign guests in foreign languages.
9. be able to train and guide middle-level restaurant waiters.
4. The six basic skills that a restaurant waiter should have
The six basic skills of a restaurant waiter include tray, table setting, wine pouring, serving, dish dividing and napkin folding. 1. Tray 1, categories and uses Trays are made of wood, metal and plastic products, and can be divided into three specifications, including round plates and rectangular plates, and there are many large, medium and rectangular plates.
in particular, small disks are most commonly used. Small rectangular plates are mostly used to deliver bills, collect money and so on.
2. Operating procedure 1). Dish arrangement: Select a suitable tray according to the purpose, wipe the bottom and surface of the tray, and preferably spread a pad cloth to prevent sliding. Loading: generally speaking, it is more important on the bottom than on the top, high inside and low outside.
put the items on the table first, and arrange the items in the tray. 2) Tray: Pull the tray out of the table gently, leaving about 1.5 cm on the table, then lift the middle and rear part of the bottom of the tray with your left hand, and gently lift it. When unloading the tray, you should also put the tray on the table gently, then slowly push it on the table, pull out your left hand, and then pick up and put the items. 3), posture A, light support, also known as chest support, the left forearm is bent at a 91-degree angle, the palm is up, and the five fingers are separated, naturally forming a concave shape. At six o'clock, the palm does not touch the bottom of the plate, and it is flat on the chest. When lightly supporting, the tray can be attached to the chest, the wrist should be flexible, the pace should be brisk, and the tray should not cross the top of the guest's head. Always pay attention to the changes in quantity, weight and center of gravity, and make corresponding fingers. Hold the edge of the tray with your right hand, lift the tray to your chest, turn your wrist upward, and hold the tray firmly on your shoulders. In French, the bottom of the tray should not rest on your shoulders, not close to your mouth in front, and not rely on your hair in the back. Your right hand naturally swings or holds the front inner corner of the tray.
2. tablecloth spreading. 1. The tablecloth spreading attendant stands on the main side, shakes off the tablecloth with both hands and spreads it on the table top, and distinguishes the front and the back. The tablecloth is folded upward with equal distance. There are two main methods for tablecloth spreading: push-pull method and net spreading method. 2. After the tablecloth is laid, the big round table should be put on the turntable and the rotating shaft should be pressed in the center of the tablecloth. There are two forms: table setting, scattered meals, and luxurious packages. 3. Pour wine. Open bottles: any drinks and drinks must be opened in front of the guests with their consent. Different drinks and drinks have different ways to open bottles: a. Canned drinks and drinks with gas should open their mouths to themselves or outside when opening the pull ring. Try not to shake them violently. Don't open their mouths to the guests, so as not to spray gas or drinks to the guests. B. Bottled beer: Wipe the bottom of the bottle clean and then open it with a screwdriver on the dining table. The action should be light and steady to avoid foam overflow. C. China Liquor: When screwing the lid, it should be light and steady, generally opened on the dining table, and it should not be held on the chest or opened while walking. The unscrewed bottle cap should be placed on the dining table, and don't throw away D. The jar is filled with wine in a hurry: insert the dining knife into the cork and pick it out slowly. Be careful or don't break the cork with the dining knife. Tear it off by hand before opening it, and don't burn it, so as not to affect the smell of wine after burning. E. Wine: First, clean the bottle body and the bottle mouth, then draw a circle along the bottle mouth with a knife to remove the cover, then aim the wine drill at the center of the cork, slowly and forcefully rotate it, and stop when drilling into 3/4 of the length of the cork. Don't drill through the cork to avoid sawdust falling into the wine. Finally, when pulling out, Pull out the bottle stopper and put it in a small dish, then wipe the bottle mouth, and then pour F champagne for the guests: peel off the tin foil from the bottle mouth first, then cover the bottle mouth with a napkin, tilt the bottle at a 45-degree angle with your left hand, press the cork tightly with your left thumb, twist the wire ring at the bottle mouth with your right hand, and turn the bottle body with your left hand, gently and slowly. The air pressure in the bottle squeezes out the cork. When turning the bottle, the right hand should not twist the cork directly, so as to prevent it from being twisted and difficult to * * *. When opening the bottle, both hands should operate under the napkin to ensure safety.
2. Pour wine. A. Pour wine sequence and its basic posture: B. The waiter stands on the right back of the guest, leaning forward, with his left foot slightly tilted before his right foot reaches into the two chairs, and his left hand tray slightly goes out. Don't lean against the guest. Pour it with his right hand, starting from the guest, then the host, in a clockwise direction. If two waiters serve at the same time, they will serve from the guest separately. At the same time, pour C clockwise. The pouring methods are generally divided into two types: table pouring and holding pouring. D) Table pouring: When pouring wine, hold the trademark under the bottle body outward with your right hand, and the bottle mouth is slightly higher than 1-2 cm. After pouring, raise the bottle mouth to 3CM, rotate it (45 degrees-91 degrees) and draw it away. Go around the table clockwise, and change each cup to the next position. It is not allowed to be in the same place. Take the bottle in your right hand and pour it out of the dining table. After the wine is poured, put the glass on the guest's right hand, and hold the wine suitable for non-chilled. F) The amount of wine to pour: tea, beer, white wine is 8 minutes full, white wine is 2/3 cups, red wine is 1/2 cups, champagne is 1/3 cups, and after the foam disappears, pour 1/3 cups. Precautions A. B, when pouring wine, don't touch the mouth of the cup, let alone put it on the mouth of the cup, it is advisable to raise it by 2CM.
C, when the wine is poured, don't lift the bottle immediately, but stop for a while and slowly turn the bottle inward for about 1/4 turn, so that the last drop of wine will be evenly distributed in the bottle mouth without dripping on the tablecloth or guests.