Operator: Booker (waiter) prepares ~ greetings ~ introduction ~ acceptance ~ repetition ~ thanks ~ notification 1. Preparation: ① Prepare pens and orders, and ask the kitchen whether the raw materials of each course are sufficient. ② Master the basic knowledge of dishes in advance: a. Be familiar with the flavor characteristics and special dishes provided by the restaurant. B. know the origin of all kinds of dishes. C. understand the basic cooking methods of dishes. D. master the drinks matched with different dishes. E. master the cooking skills of serving before the table. ③ Master the basic knowledge of drinks and wines in advance: a. Be familiar with the names and places of origin of various drinks provided on the wine list. B understand the names, basic ingredients and preparation methods of various cocktails provided daily. C. understand the drinking methods and decorations of various drinks. D. be familiar with the inventory of various wines on the wine list. E. understand the characteristics and tastes of the wine that guests often order. F. Understand the basic preparation methods and service methods of various wines. G. Be familiar with the names, tastes, producing areas, different wine glasses and service methods of various sweet wines on the sweet wine cart. H. be familiar with the prices of various drinks provided by the restaurant. 2. Greeting: ① Greet the guests in standard polite terms. If you make a telephone reservation, you should pick up the phone within three rings. No matter whether the guests come to the hotel to order food or make a reservation by telephone, the waiter should smile and introduce the situation to the guests in a very kind voice and answer the questions raised by the guests. 3. Introduction: ① The main branch enthusiastically introduces the hotel features to the guests, such as cuisine, price, service facilities, environment, grade standards and charging items. (2) Listen carefully to the questions raised by the guests, introduce them according to their questions, and be a good guest's staff, but never say "no", "no" or "I don't know". If it is really difficult to answer immediately at that time, you should apologize to the guest immediately, record the guest's contact number and name, and inform the guest at the same time, and then reply after 11 minutes. (3) If a guest comes to the hotel to order a meal, besides oral introduction, he should also provide an introduction of the actual situation, such as providing a menu and accompanying the guest on a field trip. 4. Acceptance: ① You must ask and write clearly the name, room number or unit, reservation date and time, number of guests, contact number, dishes, etc. (2) when the guests order food, they should be given enough time to consider, and it is forbidden to urge the guests. (3) whether it is Chinese or foreign language booking, writing must be standardized and clear. ④ Ask the guests if they have any special requirements for dining. ⑤ In case of banquet reservation, provide guests with the floor plan, menu, budget list, etc. ⑥ Charge 11% of the reservation fee to the reservation guest, and gently explain to the guest that this fee is only used to compensate the hotel loss when canceling the reservation. 5. Repeat: After consulting the guest without other requirements, repeat the reservation to the guest in a polite and enthusiastic tone to get the guest's confirmation. 6. Thank you: thank the guests politely and send them to the elevator. 7. Notice: ① Inform the head waiter of the restaurant to make preparations before meals. (2) inform the restaurant supervisor and chef of the special requirements of the guests. (3) if the guest is not when booking, just should standardize the booking form sent to the relevant departments. (4) If the banquet is not booked in the local market, you should contact the guests again before the banquet for further confirmation.