Restaurant training process
Training steps:
1. Standing posture, walking posture, squatting posture, end posture, stopping the method of turning around,
1. Standing posture: Standing posture is also called etiquette standing posture, and girls keep their bodies straight, with their left hands attached to the navel, their right hands lightly holding the bones of their left fists, and their shoulders spreading outward, keeping a smile and showing eight teeth. Hold your left hand in front, gently hold your right wrist, spread your shoulders outward, keep your upper body straight, smile, and show eight teeth. The etiquette standing posture is also the welcoming standing posture, standing on the left side of the box. When the guest is notified to come or arrive, turn right to signal the guest and open the door, and extend your right hand to the door of the box, with your fingers together and your upper body slightly bowed at 45 degrees with greetings.
2. walking posture: walking posture's foundation is to stop standing at attention in the indirect rotation method. His upper body is straight, smiling, and his arms swing naturally. When walking, he should walk on the right side of the aisle. When meeting guests or leaders, he should stop walking and return to the standing at attention posture, standing half-way to the left or turning right and say hello (Hello! Mr. and Mrs., or a certain leader is good)
3. Squatting posture: Squatting posture is also called polite squatting posture, avoiding some indecent squatting forms. Girls squat down in a standing posture, with their feet straight, with their left feet as the axis, and their right feet squat lower than their left feet. When standing, they also stand up and stand with their left feet as the axis, while boys stand at attention, with their right feet taking a small step backwards and squatting down with their left feet as the axis.
4. end posture: end posture and end support are inseparable skills, which are common for boys and girls, with round support, standing at attention, with right hand behind your back and waist, left hand supporting, five fingers pointing outwards, palm concave downwards, and the hollow palm is the size of an egg. Fingers and meat palms are divided into six support points. When end supporting, items must be placed in a standardized way, with emphasis on the inside and light on the outside, and high inside and short outside. It is important to pull out the end according to one's ability. The long support is divided into heavy support and light support. The heavy support means that the right hand is grasped at the right handle of the long support, and the left hand is held under the handle or the left and right hands are held under the left and right handles respectively. The light support is similar to the round support. When lifting the support, the right hand pays special attention to the handle, gently draws it out, and the left hand is held under the tray and pulled out.
5. Stop turning around: the so-called going out to see the team is definitely indispensable for a professionally trained person.
Stand at attention, keep your feet together, keep your upper body upright, spread your shoulders back, hang your arms naturally, stick the middle finger of your palm to the seam of your pocket, keep your head straight, waist straight, abdomen straight and hips up, and look ahead.
Turn left. When you hear the password, take your left foot as the axis, and at the same time, use your right foot to make your body tilt uniformly and turn 91 to the left. After turning, push your legs straight, keep your upper body at attention, and move your right foot forward.
Turn right. When you hear the password, take your right foot as the axis. When your left foot exerts force at the same time, your body tilts and turns 91 to the right. After turning, your legs should be straightened, your upper body should stand at attention, and your left foot should move forward.
Turn half face to the left and right as above, and the steps remain the same.
Turn back. When you hear the password, turn your right foot as the axis, and turn your left foot backward by 1.81 at the same time. Keep your legs upright, keep your upper body at attention, and move your left foot forward.
two: gfd, courtesy, service language, welcome language
1.1: gfd: The hair is neatly combed, the boys don't cover their eyebrows in front and occupy them in the back, but they don't wear ears on the left and right, and they are not allowed to grow beards, wear the required tooling, work number (worn on the left chest), neat shoes and socks, black shoes and socks should not be shorter than the trouser legs, and earrings and necklaces are not allowed to be worn during working hours.
1.2: Girls' hair should be coiled up with a uniform hairpin or hair band (mainly black), with light makeup, without using too bright lipstick, wearing specified tooling, wearing flesh-colored stockings when wearing skirts (same as wearing pants), black shoes, and wearing a job number (worn on the left chest). Earrings, necklaces, bracelets, or exaggerated jewelry are not allowed during work hours, without long nails or nail polish.
1.3: Personal hygiene should be done in four ways: washing hands and bathing frequently, shaving frequently, changing clothes frequently, and manicuring frequently.
1.4: Personal details. It is not allowed to make up and comb your hair, pick your nose and yawn, cross your shoulders and get together, and it is not allowed to give directions to the guests at will.
2. Courtesy and courtesy, welcome language, service language
2.1: Politeness in restaurant service is generally divided into seven crosses, namely, greeting sound, inquiry sound, thank you sound, apology sound, response sound, blessing sound, farewell sound, and the cross is hello, please, thank you, sorry and goodbye.
2.2: Greeting voice:
Hello, sir (madam)! Welcome to XX Hotel Restaurant. Do you have a reservation?
how many are you? What is your reservation number/box number? This way, please! )
Good afternoon and evening. Welcome to the restaurant of XX Hotel. Do you have a reservation? How many are you ***
? What's your reservation number/box number? This way, please! )
2.3: inquiry language,
l Hello, sir (madam), do you think it's okay to sit here?
l hello, sir (madam), here is our menu, please have a look.
l hello, sir (madam), are you ready to order here?
l hello, sir (madam), would you like something to drink here?
l hello, sir (madam), are you ready to serve here?
l hello, sir (madam), can I change this dish to a small dish for you?
l hello, sir (madam), can I help you remove this plate?
l hello, sir (madam), can I help you change the bone disc?
3.1: Thank you
l Thank you for your valuable comments and suggestions, and we will definitely correct them
l Thank you for coming, please take care, and welcome to visit next time
l Thank you for your help
l Thank you for your reminder
l Thank you for your encouragement, and I will definitely work hard
l Thank you for your compliment, and I will definitely work harder
l sorry to have kept you waiting. This is the XX dish you ordered.
l I'm sorry to have taken up so much time.
l I'm sorry, this dish has just been sold out. Do you think it's possible to change it to a dish with a similar taste to this one?
l I'm sorry, I made a mistake in your dish.
l I'm really sorry, shall we make another one for you?
l I'm sorry, just a moment, please.
l I'm sorry, excuse me.
5.1: Answer tone
l Okay, I'll tell the kitchen to do it according to your requirements.
l Okay. May I help you?
l Hello, sir (madam), what can I do for you?
6.1: Blessing voice
l Have a nice meal
l Happy New Year, Happy New Year
l Happy new marriage
l Good health
l Happy birthday
l Wish you an early birthday. Welcome to the next visit
l Thank you for coming. Please walk slowly and welcome to the next visit.
8.1: Precautions for polite expressions
1. Face the guests, smile, keep your eyes in the triangle of the guests' eyes and nose, hang your hands on the navel, hold your right hand on your left wrist, make a fist with your left hand slightly, stand about one meter away from the guests, have clear language and slight movements, and don't glance left and right when communicating.
3: serving process
1. Dishes are generally divided into: cold before hot, light before thick, expensive before ordinary, salty before sweet, dried before soup, and snacks first (cold dishes-hot dishes (high-grade dishes, side dishes, stir-fried dishes, seasonal vegetables)-staple food.
2. Pay attention to collocation when serving, for example, three cold dishes should be divided into triangles, four cold dishes should be divided into Tian Zi dishes, and five cold dishes should be divided into pentagons. When placing, pay attention to cold and hot dishes, and try to put one meat and one vegetable as much as possible. If chickens and ducks are placed in opposition, seafood should be placed in opposition, and utensils should be divided into high and high, and heavy and heavy. If there is a big fish, the head is facing the left abdomen and the tail is facing the right (if necessary, you can help guests put the fish bones). Any dish with an ornamental surface must face the guests. When serving the stew in the top cup, you must first open the lid to let its original taste and fragrance spread (note: when opening the lid, the bottom of the lid rotates slightly upward to prevent water droplets from dripping on the guests). When serving the dishes, you must change the bone dish into clean or remove it in advance. When serving, the dishes should be transferred to the middle between the guest and the host, and the name of the dishes should be announced (when reporting the name of the dishes, Please quote the name of the dish clearly.) The dishes that are difficult to clip, such as granular dishes or tofu, must be accompanied by a spoon, and the dishes that are easy to clip should be accompanied by chopsticks. If there are seafood, such as shrimps and crabs, you should prepare a cup for washing your hands in advance (put chrysanthemum tea in it with boiled water of lemon, 6/2 of boiled water and 6/3 of cold water, and be sure to remind the guests that this is for washing your hands with seafood) and serve it with the seasoning (any seasoning or crab tongs)
4: service flow
1. The service flow is generally divided into: after receiving the notice, carry out the sanitary inspection of the box, read the items needed for the pre-meal preparation, withdraw and fill the seats, open the window to clear the air, and stand on guard to welcome guests after the supervisor's inspection (stand on the left side of the box door when standing guard, and bring greetings when the guests are notified that they will face the right-turning guests within 5 meters. Hello, sir (madam), are you the guests of box XX? This way, please, put your right hand and five fingers together and signal the guests to open the door to lead them to their seats). When the guests arrive, they will make tea, hand in wet towels and order drinks (except for ordering in advance, which is usually ordered by the leading class or above). After ordering, they must repeat the dishes and drinks they ordered with the guests and confirm them before placing an order. If the guests are almost here, they should ask if they can serve. When serving, they must follow the order and collocation of serving, and distinguish clearly the collocation of meat and vegetables. Color matching and so on, some serving details should be served with a spoon and chopsticks. In the course of serving, the service is very important. It is necessary to keep an eye on all directions, frequently change bone plates, ashtrays, and frequently add drinks and tea. Towels are usually changed for 2-3 times, especially when eating seafood, and they must be changed once and equipped with a washing cup (when washing the cup, be sure to remind guests to avoid the use of washing the cup) When you see a guest's action, you have a pre-judgment in your heart and take action. Ask the guest what he needs and provide service in time. You should always pay attention to the guest's dining progress so as to urge the food to be served in time. After serving, you can observe whether the guest is still eating. If you are chatting, you can inform the regional foreman in advance to make a bill for verification. After the guest pays the bill, close the
table setting tableware category
VIP: Su UFO, bone dish, chopsticks rack with chopsticks sets, spoons and toothpicks. The teacup is covered with a teacup pad, a taste dish, a soup spoon, a white wine glass, a juice cup, a red wine glass, a towel dish, a cup flower or a dish flower, and an ashtray.
Ordinary: a bone dish, chopsticks, a chopstick holder, a toothpick, a taste dish, a soup spoon, and a teacup.
The waiter has six skills: the tray mouth cloth sets the table to serve dishes and pour wine.
Tray.
Types of towel flowers: (1) Cup flowers (2) Disc flowers
Shape of towel flowers: still life of plants and animals
Folding methods of towel flowers: folding, folding, rolling, wearing, turning, pulling and pinching
Function of towel flowers: it can prevent vegetable soup and wine from contaminating clothes, highlight the theme, and at the same time
how to set the plate beautifully when serving cold dishes: one center, two squares, three triangles, four squares, five plum blossoms and hexagons, and at the same time, pay attention to the matching of elements, colors, the height and shape of tableware.
Opening remarks:
Hello! Welcome to XX restaurant. Would you like to have dinner, sir or madam? Our restaurant is a combination of Hainan specialties and Cantonese cuisine. Here is our menu. You can see if there are any dishes that suit your taste.