as a catering service staff, what etiquette norms should we pay attention to? The following is the etiquette standard of catering service that I have compiled for you, hoping to help you!

catering service etiquette norms

(1), gfd and code of conduct

1. Dress neatly, the tools should be clean and tidy, the buttons should be complete and fastened, and the work number plate should not be worn on the left chest

2. Nails should be trimmed, kept clean, without long nails and colored nail polish

3. Hair should be combed frequently. Don't leave a beard. Male employees have long hair, but when they are at work, they should roll it up, use the specified hair cover and put on light makeup. It is forbidden to wear heavy makeup.

4. All employees are forbidden to wear cymbals except watches when they are at work.

5. Wear black socks in a unified way, and it is forbidden to stay in various places with shoes.

6. It is forbidden to stare at customers and laugh at all disabled people with special posture. Talking back to customers or ignoring customers

8. It is forbidden to smoke, drink or eat snacks in the business area, and it is forbidden to talk about things unrelated to work during working hours

9. It is forbidden to have the following uncivilized behaviors at work, such as picking your nose and teeth

(2), standing posture standard

1, standing upright, holding your chest out and abdomen in, keeping your eyes straight, and keeping your mouth slightly closed. In order to maintain the state of providing services to guests at any time

3. Male employees' feet are shoulder-width and their bodies are kept in balance, so as not to shake or tilt; female employees' feet are painted with V-shaped double paint and their heels are tight

(3). walking posture's standard is

1. Walking should be light, steady, head held high, abdomen closed, chest raised, shoulders flat and body upright

2. Greet the superiors and subordinates when they meet, and show their courtesy

5. When you walk to the door, you should let the guests and superiors go first, and open the door for them

6. Go up and down the stairs, and make way for the guests when you walk

(4). Gesture standard

1. When leading, keep your arms straight, fingers naturally close together, palms up, focus on the joints and point to the target

2. Don't be too big

3. Tilt your upper body slightly forward to show respect

4. Raise your heart upward to show respect

(Note: the gesture of palms up should be humbly and sincerely introduced or lead the direction)

(5), basic polite expressions

1, address terms: sir and madam

2. Happy holidays

4. Apologize: Sorry, please forgive me for interrupting, which was rude

5. Basic courtesy expressions: Hello, please, thank you, I'm sorry, please forgive me, it's okay, you're welcome, goodbye, and welcome to visit next time

(6). Requirements for guest language

1. Please be the first. Friendly language, natural tone, moderate volume, quick answer, clear

4. Be flexible to the guests, be tactful

(7), be polite when answering the phone

1. Use polite language, develop good language habits, say hello first, and then report the service employee number in the newspaper department. No opening your mouth? Hello?

2. The language is friendly, the tone is soft, the pronunciation is accurate and clear, and the speech speed is moderate

3. The tone is modest and sincere, and there is no quarrel or dispute with the other party

4. The language is concise and accurate, so as not to make people misunderstand

5. Avoid chatting with employees of other departments during work

What should I do with the 27 catering services

1.

When a guest complains to the restaurant, it is a sign of goodwill, not hostile criticism, because his complaint will help improve our work. Therefore, when you meet a guest's complaint, no matter whether the guest's opinion is correct or not, you should listen attentively, apologize to the guest, and then try to calm the guest's dissatisfaction (according to the 7 points of correctly treating the guest's complaint). Never argue with the guest, sometimes knowing that the guest is wrong, try to use language skills to make the guest feel that he is respected.

2. what should I do if I receive complaints from angry guests?

When dealing with such complaints, you must keep calm, calm and sincere, with a slightly lower tone, and be kind and cordial, because your violent actions will affect the guests. To let the guests calm down slowly, it takes about 2 minutes for the angry guests to calm down. During this time, they mainly listen to the guests' problems. Another is to apologize. After the guest calms down, he will naturally take the initiative to ask you to talk about handling opinions. Comfort and appropriate compensation can generally solve the problem here.

3. what should I do when I complain about bugs in food?

a) Apologize to the guest immediately, return the food to the kitchen immediately and report it to the supervisor to handle the matter, so as to get the guest's understanding;

b) cancel the dish and give the same food.

4. what if two guests book the same banquet hall?

a) according to the principle of first come, first served, the banquet time should be booked first and arranged first;

b) get in touch with the other party quickly according to the contact telephone number or room number of the banquet order, explain the reasons to the other party, sincerely apologize to the guests to get their understanding, and introduce another banquet hall with similar layout to the guests, so as to win their consent and finalize it.

5. how to receive young guests?

a) Take care of the young guests patiently and happily, move a children's chair for the children to sit in, and try not to put him by the aisle.

b) In case of no obvious situation, move fragile articles such as bottles to places where children can't reach them, and don't put knives, forks and hot water in front of children to prevent accidents.

c) Introduce the children's favorite snacks to the guests, let the children eat them first, and then carry out regular service. If there is a children's menu, ask the children's parents to order for him.

d) Don't fill children's glasses too full. It's better to use short dessert utensils with straws.

e) If a child plays in the aisle or disturbs other guests, suggest to his parents that they sit at the table to avoid accidents.

f) Don't tease or touch the child's head unless you are familiar with him, and don't give him food without the consent of his parents.

6. how to deal with drunken guests?

a) first, make sure whether the guest is really drunk, and then decide whether to continue serving alcoholic beverages.

b) If the guest is really drunk, please politely tell the guest that he can't be served with alcoholic drinks, and at the same time, please order food or drinks to clear his mouth and sober up, so as to serve him more patiently and meticulously.

c) If the guest vomits or causes other troubles, the waiter should promptly provide mouthwash and wet towel, and patiently and quickly clean up the dirt, and do not show disgust.

d) If the guest is staying in this hotel and can't go back to the room without assistance, notify the security department to accompany the guest back; When the guest is not staying in the hotel, he should also be accompanied by the security department.

e) In case of any damage to the dining room, the sober person at the same table should be told to claim compensation.

f) The accident treatment result shall be recorded in the work diary.

7. how to deal with sudden power failure?

a) the waiter should keep calm, apologize to the guests first, and immediately turn on the emergency lights, or light spare candles for the guests' dining table to create a romantic atmosphere (or explain with allusions, so that they can enjoy a candlelight meal).

b) Understand the reasons for the power outage, explain to the guests and apologize again; We should provide better service as much as possible to make up for it.

c) Inform the foreman and supervisor of the strongly dissatisfied guests to solve them flexibly; But don't leave Taiwan to prevent guests from escaping.

d) At ordinary times, the spare candles in the dining room should be placed in a fixed position to make it convenient to take them.

8. how to deal with the incident of guests damaging tableware?

a) clean up the broken tableware immediately.

b) show sympathy for the guests' mistakes, and ask the guests concerned if they are injured and take corresponding measures.

c) don't blame or criticize the guests and embarrass them.

d) At the right time and in the right way, tell the guests that they need compensation, and inform the bar to calculate the payment together when checking out.

9. how to receive guests who are in a hurry to eat?

a) Introduce the dishes that are simple and quick to cook, or recommend more set meals and less a la carte. In this case? Eat and eat quickly? Than? Eat carefully and eat well? Important.

b) Go to the kitchen in person (or inform the head waiter or supervisor) and contact the chef to arrange for the chef to do it first, and write it on the menu? Speed up? The words, require the cooperation of the dish delivery.

c) The service should be quick and sensitive, and at the same time, ask the guest if there is anything else that needs help, and try to meet the guest's requirements.

d) Prepare bills in advance to shorten the time for guests to check out.

11. how should guests who come for dinner later be received?

a) Be more enthusiastic and don't show any impatience or unhappiness.

b) Ask the guests to sit down first, then contact the kitchen, and then introduce simple and quick dishes to the guests.

c) Serve warmly from beginning to end, and don't rush the guests by closing the door or cleaning.

11. what should I do when I find the unpaid guest leaving the restaurant?

a) the waiter should politely tell the guest the location of the bar before catching up, such as? Do you want to pay the bill, sir? This way, please? If the guest still doesn't cooperate, he can be led away from his friend to explain the situation in a low voice and ask the guest to pay for the meal.

c) Pay attention to manners, and don't ask the guests gruffly, so as not to make them dislike and refuse to admit it, which will bring more trouble to their work.

12. what should a guest do when he asks for a dish that is not on the menu?

when a guest asks to order a dish that is not on the menu, first of all, ask the chef whether the dish can be cooked immediately. If there are raw materials in the kitchen, you should try your best to meet the guest's requirements. If there are no raw materials in the kitchen for the time being, you should explain to the guest or ask the guest to book the next taste.

13. What if the guest wants to propose a toast to the waiter?

a) Thank you, politely decline, and explain to the guests that drinking is not allowed during working hours.

b) Take the initiative to serve them, such as removing tableware and adding tea to avoid the attention of the guests, so as not to embarrass them or serve other guests under an excuse.

c) If it is really difficult to refuse, you should take it first, tell the guest to drink it after work, and then fill it in a new glass and give it to the guest with thanks.

14. What should I do if I serve the wrong food to the guests, which will cause them great unhappiness?

a) apologize first. If the guest hasn't moved the chopsticks, he should drop them in time, take them to the kitchen for verification, and serve the food ordered by the guest in time;

b) If the guest has started to eat, there is no need to withdraw, and there is no charge at the same time. Depending on the situation, the guest can be gently persuaded to buy it. If the guest refuses, it will be reported to the supervisor as a complimentary dish.

15. What should I do if my guest's clothes (objects) are soiled due to improper operation during the service?

a) apologize to the guest sincerely first, and wipe it off with a clean towel (if it is a lady, ask the waitress to wipe it off). Pay more attention to this guest in the service and provide satisfactory service to make up for the mistake.

b) Ask the guest for advice, help the guest clean, dry-clean the guest and return it to the address, and apologize again to thank the guest for his forgiveness.

c) the waiter should pay attention to it, and never argue irrationally and pass the buck. It should be reported to the foreman and supervisor in time, and if necessary, the leader can apologize to show respect for the guests.

16. The food ordered by the guest has been sold out. What should I do?

a) apologize to the guests first, and patiently explain that this flavor dish was purchased and processed on the same day according to the characteristics of raw materials, and sold out on the same day.

b) Then recommend similar dishes to the guests, and welcome them to come and taste them another day. (Note: the recommended dishes must be available. If the dishes ordered by the guests appear one after another, the supervisor and head waiter will come forward and take measures to apologize. )

17. What should the guests do if they are dissatisfied with the quality of the dishes?

a) re-processing: if the quality problems of dishes raised by the guests can be solved by re-processing, such as weak taste and insufficient maturity, the waiter should say to the guests:? Please wait a moment and let the chef process it for you. ?

b) Changing dishes: If the guests have doubts about the deterioration of raw materials or serious mistakes in cooking, the waiter should report to the supervisor, who will come forward to express his concern and apologize, and maintain the image of the restaurant. The supervisor should say to the guests:? I'm very sorry, this is a mistake of ours, and it won't happen in the future. I'll ask the kitchen to change your food immediately, which will definitely satisfy you. ? And instructed the waiter to add dishes to the guests in order to express sincere condolences.

c) price discount: if a guest raises a question about the quality of the dishes when checking out, and the situation is true, and the guest is a customer, he should generally give a discount on the price of vegetables, with a 11% discount or a 5% discount as appropriate.

18. what should a guest do when he thinks his order is not like this?

а) Listen carefully to the guests' opinions and make clear what kind of food they want;

b) If the waiter misunderstood or didn't hear clearly when ordering, he should immediately make a new dish for the guest that he is satisfied with and apologize to the guest;

c) if it is caused by the guest's unclear explanation or misunderstanding of the dish, the waiter should patiently explain to the guest that the dish is caused by misunderstanding, and the waiter should patiently explain to the guest the cooking method, the origin of the dish name, the raw materials, ingredients, cooking process and taste characteristics of the food.

19. When the guest checks out, he thinks the price is unreasonable. What should he do?

a) You should patiently check the accounts for the guests and explain each charge on the list to them;

b) If you come back, you can ask your boss to give you an appropriate discount;

c) after the guest has checked out, the guest is politely thanked.

21. What should I do if I know that some guests are religious before the banquet begins?

а) immediately ask the person in charge of the banquet organizer whether to prepare some special dishes to avoid offending the taboos of the guests;

ь) Make arrangements for the guests as soon as possible after obtaining the consent.

21. during the banquet, the guests ask for more dishes. what should I do?

а) At this time, do a good job as the guest's staff, and introduce some dishes with short cooking time to the guests according to their requirements;

ь) contact the kitchen immediately with the guest's consent, and the cost of dishes must be added.

22. what should I do if two tables of guests need service at the same time?

1) The service should be warm, quick and thoughtful, busy but not chaotic, and comprehensive;

2) One greeting, two signals and three services should be achieved;

3) here