Hotel waiter training materials

`1 Politeness and courtesy

is a kind of ceremony to show respect to others, and it is also a general term to show respect and treat others respectfully. Rites are manners made by customs and habits. Appearance, appearance and politeness are the moral norms for dealing with people. Etiquette is a ceremony to pay tribute to others. Instrument is the appearance of a professional, which includes dressing, grooming, posture, graduation and behavior.

second, strictly abide by the operating etiquette and operating norms in the service?

1. No smoking, no snacks.

2. Be quiet. Keep quiet in the workplace and on grand occasions.

3. Three lightness and one quickness, light operation, light talking, light walking, neat action and fast service.

4. 3. Understand the customs, life and special requirements of the guests.

5, three tones, when the guests come, there is a greeting, when the guests ask, there is an answer, and when they leave, there is a sending sound.

6, self-esteem, respect for the elderly, respect for women and children, the disabled.

7, five diligence, eyes, mouth, feet, hands and ears.

third, the 5-first principle in service?

1, female guests before male guests

2, guests before host

3, leaders before general

4, elders before junior

5, children before adults

4. Language requirements of waiters?

(Basic expressions) Humble, friendly in tone, moderate in volume, concise and clear in words, fully reflecting the initiative, warm and polite, thoughtful and modest attitude, so as to welcome guests when they arrive, answer their questions and say goodbye when they leave.

5. how to use the tray?

1. Care: Clean the tray, and stack clean flower mats and special cloth on the tray, which is beautiful and non-slip.

2, loading: according to the shape, weight, volume and the order of use of the goods, reasonable loading, generally heavy and high ones are placed inside (side), and light ones are placed outside.

3. Lifting: When lifting the tray, your left or right foot takes a step forward, your upper body leans forward about 31-45 degrees on the desktop, and your hand is attached to the desktop. The thumb, forefinger and middle finger of your right hand help your left hand to pull the tray on your left hand, and your left hand rests on the center of gravity of the tray. Stand well and pay attention to the stability of the tray and the mastery of the center of gravity at this time.

4. Supporting: When walking, the tray should be shoulder-level, with the upper body straight and eyes flat. The tray in front should not stick to the abdominal arm or support. The tray can swing freely in front of the abdomen with the rhythm of walking, but the amplitude is not too large. The drinks and soup should not overflow, so that the posture of the tray is elegant and beautiful, and the inspection is free.

5. Operation of the tray: the left arm is naturally bent, the upper arm and the lower arm are at 91 degrees, and the palms of the five fingers are separated into six support points (five fingers and one margin). The palms are empty and supported flat in front of the lower abdomen (the navel shall prevail), and the fingers are adjusted accordingly according to the weight changes of each side of the tray at any time to keep the tray stable.

VI. Walking pace of the pallet

1. Constant pace: The usual walking pace is used, and the pace is even and moderate.

2. trot: the stride is slightly faster, and the pace should be slightly faster, so you can't run.

3. Crushing step: not only use a smaller stride to walk closer at a faster pace, but also be mainly used for soup and slippery ground.

4. Step-by-step: Even if one foot moves forward, the step of moving forward with one foot is mainly used for walking through a narrow place or slowing down near the dining table.

VII. Essentials of Standing and Walking

1. Standing: Hold your head up, hold your chest out, tuck in your abdomen, lift your hips, keep your shoulders steady, keep your arms drooping naturally, keep your eyes looking forward, keep your mouth closed with a smile, and keep your hands crossed in front of you to provide services to customers at any time.

2. Walking: You can lean forward slightly, keep your upper body upright, look straight ahead, smile, and do not shake your shoulders, shake your arms, and naturally swing your shoulders back and forth to relax your steps. The brisk stride should not be too big, and you should not run.

VIII. How to promote sales?

First of all, as a waiter, you should know about the goods your company deals in and the related goods, and use the language appropriately when selling according to different clients.

IX. Types of guests and how to serve different types of guests

1. Ordinary type: adopt a positive service method.

2. Self-expansion: First of all, be neither supercilious nor supercilious. Don't be angry with the guests. Don't be quarrelsome. Explain and solve it in time according to reasonable requirements.

3. Silent type: Middle-aged scholars are the majority, and they are opinionated and seek the opinions of their guests, showing respect for them everywhere.

4. Impatient personality: Pay attention to efficient life and be careless. Young students are prone to get angry, and waiters should keep calm and explain problems in time.

5. Social type: Most of them are male salesmen who are good at chatting, and the waiters are thoughtful and careful. Such people are more reasonable.

6, solid implementation: it is not easy to argue about the importance of the elderly, and it is not easy to interfere with the behavior of guests.

7. wordy type: it is not easy to talk about middle-aged people, but it will affect work.

8. Waste type: nouveau riche, rich children, face-saving and demanding. Waiters should promote high-end dishes and drinks for guests, not standing and listening, but according to daily service.

X. Types of tea in China

Tea has a history of more than 4,711 years and has spread to more than 41 countries.

Function: Tea can not only relieve summer heat and quench thirst, but also promote digestion and greasy food, prevent intestinal diseases and clean wounds (including gunshot wounds, knife bites and burns).

1. Green tea: non-fermented tea, West Lake Longjing, Dongting Biluochun and Huangshan Maojian.

2. Black tea: all kinds of fermented tea, Yingde black tea, yunnan black tea black tea, Sichuan black tea and Qimen black tea.

3. Oolong tea: Semi-fermented tea is produced in Fujian, Guangdong and Taiwan Province. There are five types of Wuyishan Shuixian tea, oolong tea and Tieguanyin tea.

4. Scented tea: also known as scented tea, scented tea is smoked from dried flowers, and its varieties include jasmine tea and Zhulan tea.

5. pressed tea: black tea foam and green tea raw materials are steamed and softened, and then pressed into various lines, which are divided into bricks, Pu 'er tea and Tuo 'er tea, named after Pu 'er tea in Yunnan.

6. White tea: it does not ferment and does not twist lightly. Special tea is mostly produced in the mountainous areas of northeast Fujian, and Bai Mudan, Shoumei and Yinzhen are the most precious.

XIV. Importance of handling complaints

Being able to handle guest complaints effectively is beneficial to both the hotel and the department.

1. Enhance the self-confidence of those who handle complaints.

2. Improve job satisfaction.

3. Maintain a good impression of the hotel and make the guests come again.

4. Maintain the good reputation of the hotel.

XV. Identify the complaints to the guests: Through the observation of the guests

1. Features of the guests who are angry: serious expression, angry or even hostile attitude, broken tone, emphasis on loud voice to give orders, and no requirement for standing posture or sitting up straight.

2. Guests who hide their anger: they keep making small gestures, such as impatiently tapping their hands, blushing, and even gnashing their teeth. The tone is not high, but the short speech is sarcastic and vulgar.

XVI. Ten steps to deal with guest complaints

1. Listen.

2. Keep calm: take the complainant away as far as possible, avoid affecting other guests, avoid making hostile or preventive reactions, keep calm and don't quarrel with guests. Remember that guests are always guests.

3. show understanding: try to show understanding of the guest's feelings, such as "I know how you feel, I have encountered it before". Be careful not to say that this is the hotel's fault, just understand the guest's problems and complaints.

4. Be aware of the guest's self-esteem: try your best to maintain and enhance the guest's self-esteem, such as "I'm sorry that you are in such trouble", which can show that you care about the guest, and often mention the guest's name. Don't try to downplay the seriousness of the guest's complaint, otherwise it will not be reflected to you.

5. Let the guests realize that you attach importance to the problem and pay attention to it, instead of telling them that it is the fault of the previous class or a department. Under no circumstances can you insult the guests and deal with things wrong.

6. Take notes and record the main points of the incident. For example, other people's participation in solving this problem will save time and at the same time soothe the excitement of the guests. More importantly, recording what the guests say is the way to gain the trust of the guests. This step will help solve the problem and bring the whole situation under control.

7. Tell the guests the solution, tell them what you can do, and provide a variety of choices. Don't make any promises about what you can't do, let alone do things beyond your rights.

8. Set the action time and tell the guests when to solve the problem, and you must be very clear not to underestimate the time required for the problem.

9. Monitor the development of the action. When the guests make a choice on the solution, they will start to take action and ensure the smooth progress of the whole action. If they encounter any unknown delay, they should inform the guests as soon as possible.

11. Follow the result of urging the guests and actions. Even if the complaint has been solved by others, you should contact the guests to find out whether the solution of the problem is satisfactory to the guests, and write a report to write out the whole story, the actions taken and the results of the incident.

17. Polite taboos for guest service

1. When talking with guests, you are not allowed to look at the guests with your waist fork.

2. greet the guests with a smile. When answering the questions of the guests, "knowing is knowing, not knowing is not knowing". Ask others and then answer them.

3. Colleagues don't speak their hometown dialect in front of guests and quarrel with each other.

4. Don't peek at the guest's books or eavesdrop on the guest's conversation.

5. When meeting with superiors or peers, be determined.

6. Don't make faces behind the guests, don't make faces at each other, and don't laugh at the careless things of the guests.

7. The objects handed over to the guests should be delivered with both hands.

8. Take the initiative to help obese guests and disabled guests.

9. Try to remember the names of the guests.

18. Common polite expressions

1. Hello, welcome

2. Do you have any reservations

3. Please follow me

4. I'm sorry to have kept you waiting

5. Please forgive me

6. Please take care of me

7. Please keep you waiting.

11, what can I do for you?

11, it's my pleasure to serve you

12, please give me more valuable advice

13, would you please follow me to the cashier's office to settle the bill?

14. Are you satisfied with my service?

15. Thank you for coming. Please take care.

16. Go well. Welcome to visit next time.

Temporary service standard in the work area

(1) Speak standard Mandarin, be warm, courteous and considerate to the guests, have a strong sense of responsibility, obey the management, cooperate with the employees in this department, abide by the employee code and do their job 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 immediately handed over to the shift foreman, who will then hand them over to the front desk for safekeeping and make records for future reference. If the guests claim them, they must go through the lobby manager and ask them to describe the characteristics of the articles in detail (such as mobile phones and wallets), show their valid certificates and log in for the record before returning them. If they have not been collected for a long time, they will be handed over to the company for further handling.

(8), the waiting time of guests is limited to 1.21 seconds, which shall not exceed the specified time, and guests shall not be cold-shouldered.

(9) When guests arrive, they should greet them politely immediately and make reasonable arrangements according to their requirements.

a. Greeter: "Hello, sir (madam, miss), welcome here, please", guide the guests to the regional waiters and tell them one or more; Requirements: Keep a good distance, smile and serve the guests in the best condition.

B. Regional Attendant: When the guest has approached the checkout counter, first of all, he said with a smile in a standing position, "Hello, welcome to come, and arrange to sit down and take the order to the guest.