Three lightness and four diligence means walking lightly, speaking lightly and operating lightly; Hands, feet, mouth and eyes.

In the service industry, in addition to "four diligence" and "three lightness"; There are also "five sounds", "six smiles" and "ten services"

1, five tones: welcome when guests come to the store, greetings when considerate guests, thanks when guests praise, apologies when guests criticize, and farewell when guests leave the store.

2. Six smiles: nod and smile when meeting guests, keep smiling when serving, nod and smile when addressing others, smile politely when asking people, nod and smile when giving things, and smile kindly when contacting business.

3. Ten services: service when hearing the voice of guests, service when seeing guests, service when seeing letters from guests, courtesy service (standing service, smiling service, honorific service), quick service, active service, special service, service after complaints, and service from the rear to the front.

expanding information

service elements

1. Enthusiasm and friendliness, and guests first

This is the most distinctive and fundamental professional code of ethics for catering waiters. It inherits the tradition of "it's a pleasure to have friends from afar" and gives new content to the times, that is, customers are the lifeline of enterprises, and only enthusiasm and friendliness can guests be supreme. Therefore, we should correctly understand the social division of labor, think about what the guests think, be anxious about what the guests are anxious about, regard the needs of the guests as the first need of catering waiters, and establish the idea of dedication and happiness.

2. Sincerity and fairness, reputation first

This is an important criterion for dealing with the actual interests of the relationship between host and guest. The ancients said, "Sincerely invite guests from all over the world, and reputation comes from letters." Only with sincerity can there be customers, only with customers can there be prosperity of enterprises, and only with prosperity of enterprises can there be benefits of enterprises.

3. Politeness and good service

This is the most important criterion for catering practitioners to implement professional ethics. Politely treat guests, think about what guests think, and worry about what guests are anxious, so that all guests feel sincere and friendly, meet their needs and provide thoughtful service at all times. Without quality service, catering service will lose the most basic content, so it is the most important standard to measure the quality of catering service.

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