Restaurant service training Part I: Basic terms 1. Polite language is a tool for people to exchange ideas and get to know each other, and it can also be said to be the shell of ideas. Through people's language, we can also see a person's spiritual realm, moral sentiments, aspirations and hobbies. Therefore, beautiful and elegant language is an important part of doing a good job in restaurant service. 1, the basic requirements of polite language restaurant waiter in the first step of the work in the restaurant, using polite language to receive guests to introduce meals, answer questions, not only help to improve the quality of service, but also help to expand the communicative function of the language. Therefore, waiters must pay attention to polite language, and be calm, tactful and soft-spoken. In order to achieve the beauty of language, waiters must pay attention to the following aspects: (1) Speak with respect and have a smooth tone. When speaking to the guests, you should be treated with honorifics such as "you", and the word "please" should be added to the words, such as "please sit down" and "please wait a moment". The requirements for the guests cannot be met. Sorry words such as "I'm sorry" should be added. Speak in a smooth and kind tone, which makes people feel warm. (2) Speak politely, concisely and clearly, and don't be vague or vague. Politeness means being polite; Conciseness means to be concise and clear, and to be clear in one sentence without two sentences; Clarity is to make it clear so that people can understand it as soon as they listen. (3) Speak euphemistically and enthusiastically, not stiffly and coldly. Especially when explaining, you should be more enthusiastic. (4) Pay attention to the art of language, and try to speak with complete meaning and grammar. Sometimes, the waiter is well-intentioned, but because the meaning of the speech is incomplete and ungrammatical, it will mislead the guests. For example, when the waiter sees that the guests have finished eating rice, he wants to add some rice to the guests and asks, "Do you want more rice?" Such words are easy to arouse disgust. If you modify it slightly and say, "I'll give you some more rice," the guests will feel comfortable. (5) Pay attention to manners and expressions when talking with guests. The waiter's good self-cultivation lies not only in the beautiful language, but also in his manners and demeanor. For example, when a guest goes to a restaurant for dinner, the waiter says, "Hello! Please sit down ",but there is no smile on your face and you are careless, which will cause dissatisfaction among the guests. It can be seen that we should not only use language, but also use expressions and actions to cooperate. Polite language is the basis of polite service language. In interpersonal communication, the use of polite language has become an important symbol to measure the beauty of language. Background knowledge 1: Courtesy terms of traditional service enterprises (reference) Meet for the first time: "I've heard a lot about visiting others": "Visit" and ask people not to see me off; "Stay" and ask people for help; "Excuse me" and "Excuse me" and "Excuse me" and ask people for guidance; "Ask people for advice" and praise people's opinions: "Opinions" are returned to the original: " Person: "Waiting" Begging for forgiveness: "Tolerance" Trouble others: "Disturbance" Long time no see: "Long time no see" Entrusting people to do things: "Please" Respecting people: "Farewell" Asking someone to answer: "Excuse me" Giving gifts: "Laughing" Expressing gratitude: "Thank you" Background knowledge 2: Comparison of courtesy appellations summarized by service enterprises in Taiwan Province. We, we, you, you, your husband, your wife, your wife, your old man, your wife, your companion, the gentleman who came with you, The man, the woman, the old man, the old man, the old man, the wife, you two, the couple, the two are, Yes, oh, I see, I know, I can, I have never heard of it, I don't know, I haven't heard of it, please come and call immediately. Background knowledge 3: Polite expressions that service enterprises should promote (reference) Greetings: Hello! Good afternoon! Good evening! Dear words: you, you, two young ladies and children, you, several distinguished guests, courtesy words of your company's predecessors: Please call me Xiao Li. Free of charge, my surname is Wang. The younger generation (referring to themselves) my father/mother solemnly said: I'll leave first. Please, everyone! I will try my best! Greetings: Today's weather is good! Did you watch yesterday's news? Modest words: Do you think it is appropriate? How do you feel about dealing with the problem like this? Can you answer like this? Euphemism: Please help me. It's really caused you a lot of trouble. Please forgive me for the poor hospitality. Congratulations: Happy New Year! Happy Spring Festival! Happy holidays! Step by step! Congratulations on getting rich! Everything wins! Comfort words: Please don't worry! Please don't be sad! I will try my best! Reply: Thank you! Thanks again! See you tomorrow! Second, Working terms (1) Customer service workstation terminology 11. Water brand 12. Gift cabinet 13. POP advertisement 14. SP advertisement 15. Customer research 16. Business promotion 17. Birthday PARTY18．. Customer service 19. Customer communication 11. Complaint handling 12. Help take out (2) Cash register workstation terminology 11. Cash register 12. Cash box 13. 16. Money detector 17. Calculator 18. Safe 19. Fake money 11. Change 11. Turn on the machine 12. Turn on the machine 13. Receive the machine 14. Clear the machine 15. PLU table 16. Receive the machine 17. Clear the machine table 18. Receive the large number 19. Time period report 21. Business day report (3) Water bar workstation terminology 11. Tea coffee Juicer 18. Cold drink cup 19. Hot drink cup 11. Drink list 11. Star basin 12. Sugar bag 13. Ice shovel 14. Raw pulp 15. Original jar 16. Cold drink 17. Hot drink 18. Homemade drink 19. Consigned drink 21. Homemade drink 21. Consigned drink 22. Beverage series 23. Beverage series 24. Special drink 25. 12. Seasoning rack/ Plate 13. Decca 14. Table number 15. Table cloth 16. Mouth cloth 17. Plate flower 18. Cup flower 19. Menu 11. Wine list 12. Dumpling list 13. Return menu 14. Bring towel 15. Take over cabinet 16. Welcome guests 17. Order dishes 18. Remember meals 19. Recommend meals 21. Daily cleaning 26. Regular cleaning (5) Terminology of vegetable delivery workstation 11. Tray 12. Tray pad 13. Nuclear dish 14. Dish planning 15. Vegetable delivery 16. Dumpling 17. Water delivery 18. Vegetable reporting 19. Single nail insertion 11. Receipt box (6) Terminology of cleaning workstation 11. PA area 12. Lower column basin 13. Car 19. Bulletin board 11. Washing room 11. Toilet 12. Front room 13. Wash basin 14. Washing liquid 15. Hand dryer 16. Cosmetic mirror 17. Daily cleaning 18. Regular cleaning 19. Clean at any time 21. Clean anywhere 3. Work honorific words: The language that the speaker directly expresses his respect for the listener is called honorific words. The greatest feature of respect language is politeness, enthusiasm and solemnity. When using respect language, one should pay attention to the time, place and occasion, and the tone should be sweet and soft. Greeting: Hello, welcome! Excuse me, please wait a moment! Sorry to have kept you waiting! When I don't understand: Sorry, I don't quite understand. Sorry, please say it again. I don't know: sorry, I don't know. I'm sorry, I don't know. Apologize: I'm sorry, I'm really sorry! Greetings: I haven't seen you for many days. Are you busy with your work? I haven't seen you for days. Are you on a business trip? Address: Mr. (male) Ms. (female) greetings: Happy birthday to you! Wish you a happy holiday! Congratulations on getting rich! Step by step! Question: Do you have any suggestions for our dishes? Do you have any suggestions for our service? Response: Please give more valuable advice! This is what we should do! Apologize: Sorry to have kept you waiting. Excuse me, can I change you to another dish? Comfort words: the dishes are sold out: I'll prepare another set for you. Guest suddenly fell ill: Don't worry, I'll call a doctor for you. Guest lost property: Don't worry, we'll contact you as soon as we have a clue! Recommendation: Our specialty is ××××. Our new dish is XXX. Excuse me, you are not allowed to sit during working hours. Sorry, I can't smoke. Sorry, I've had a working meal. Farewell: Please go! See you tomorrow! Part II: Basic Behavior 1. Standing posture training 1. Standing is the basic skill of catering waiters. When standing, you should keep your body straight, hold your chest out, tuck in your abdomen, keep your eyes straight, close your mouth slightly, smile, put your arms down naturally or cross in front of you, and put your right hand on your left hand, so as to keep the posture of providing services at any time. 2, the shoulders should be straight, and it is not allowed to shrug your shoulders. 3. Don't put your hands on your waist, behind your back, and don't hold them on your chest. 4. When the waitress stands, her feet are V-shaped, and the toe opening is about 51. Knees and heels should be tight, and her feet should not be spread apart. 5, when standing, the body can't stagger, don't sit on the table or back of the chair. When you are tired of standing, your feet can be temporarily "at ease", but your upper body must still be upright. The requirement is that the center of gravity of the body shifts to the left foot or the right foot, and the other leg bends forward slightly to relax the muscles of the foot. 6. When standing, you should pay attention to the greeting and cooperation of the surrounding or colleagues. Standing for too long should "patrol for something to do" without affecting the "lineup". In addition, when standing, you should pay attention to the customers, but you should not stare "helplessly" and be flexible. 7. When standing, you should be full of energy, and your expression is natural and gentle. You must not be like a fool, and you are in the heart of Cao Ying. Second, posture training 1. Go up and down the stairs with straight heads, straight back, slightly stiff chest, closed hips and bent knees. 2. Take low-lying items When taking low-lying items or picking up things that fall to the ground, don't bend your upper body and hips, but use squats and knees. The specific way is to separate your legs slightly, instead of lowering your head or bending your back, and slowly lower your waist. 3. Walking route In the service reception place, you should follow the prescribed route, and you should walk on the right, not in the middle. When you meet a customer on the way, you should nod and salute and take the initiative to give way, and you should not rush in parallel with the customer. When you have something urgent to overtake the guests in front, don't run, give a verbal signal, and then step up the pace of overtaking after apologizing. 4. Pay attention to the following points when saluting customers coming across the street: (1) At a proper distance, first look at the guests and then nod your head; (2) nod and salute and greet the guests with polite words; (3) Salute posture: pause or slow down, smile, nod gently and be respectful. 5. Appropriate gestures Appropriate use of gestures can enhance the expression of feelings. In the service work, the use of gestures should be standardized and moderate. When talking with guests, gestures should not be too much, actions should not be too big, and people should feel elegant, reserved and polite. Usually, the gesture of palm up has a kind of sincerity and respects the meaning of others; The palm-down gesture means frankness, lack of sincerity and so on. Clenching fists implies attack and self-defense, and also expresses anger. Pointing out your finger is to attract the attention of others and contains the meaning of teaching others. Therefore, when guiding the way, indicating the direction, etc., we should pay attention to the fingers naturally close together, palms up, pointing at the elbow joint as the fulcrum, and never pointing out the index finger. It is not enough to rely solely on gestures, and the expression is numb or careless. It is also necessary to rely on facial expressions and the cooperation of various parts of the body to make guests feel that this is a sincere service of "emotional input". Third, sitting posture training fourth, squatting posture training fifth, turning training sixth, dress training 1. Decoration knowledge is very important for service personnel, and proper appearance decoration will make them radiant and full of vitality. Excessive dressing and heavy make-up are not appropriate. From the psychological point of view, service reception staff should not show off themselves in front of guests, but should pay attention to their identity and costumes in various occasions. 2. Hygiene knowledge Personal hygiene requirements include the following aspects: (1) Hair should be washed and groomed in time, and the hairstyle should be simple and generous. Men don't have long hair, moustache and big sideburns; Women don't wear shawl hair, but also pay attention to avoid using brightly colored hair accessories. Generally speaking, short hair is appropriate for female employees. (2) In the workplace, except watches, you should not wear earrings, bracelets, necklaces, pins and other accessories. Wearing accessories to show your luxury and charm will have a bad influence. (3) Always manicure your nails, keep them clean, don't keep long nails, and don't paint them colored.