As a catering industry, the most taboo is hygiene. The following is the basic service etiquette about the catering industry that I collected for you. Welcome to read!
First, drinking service etiquette The catering service industry in modern society is developing day by day. People have more and more contacts with the catering industry, and the requirements for service level are getting higher and higher. The service etiquette of catering industry is the direct expression of service quality and service attitude, in which the service level of restaurants is the epitome of the service level of catering industry, and more importantly, it pays attention to etiquette. The service etiquette of the restaurant is mainly composed of reception desk, check-in desk, accounting desk, dining desk and kitchen desk.
1, the basic requirements for the appearance, appearance and manners of restaurant service personnel.
(1) instrument
Working hours should be unified. Clothes should be neat and clean, and pay attention to keeping cuffs and neckline clean. The buttons of clothes should be buttoned, the lining of clothes should not be exposed, and the trouser legs should not be rolled up with sleeves. Wear a sign card. Waiters and waitresses should wear dark leather shoes, and socks should be slightly darker than leather shoes.
(2) Appearance
The waiter doesn't leave big sideburns, the hair at the back doesn't grow to the collar, he doesn't have a beard, and he often shaves; A waitress's hair should not grow to a shawl. But you must wear light makeup, and you are not allowed to wear any jewelry, long nails or nail polish. Don't wear irritating perfume.
(3) Mode
The standing posture of restaurant service personnel should be dignified, tall and straight, reflecting elegance and nobility. Sit upright, showing nobility and elegance. The gait should be light and steady. Generally, walk on the right, don't walk in the middle, don't run, and don't compete with guests. When receiving guests, the use of gestures should be standardized and moderate, not too many gestures and not too big movements. Guide the guests and use them correctly? Straight arm? Please apply when the guests enter? Swing? Wait a minute. At the same time, when using gestures, we should pay attention to the coordination with facial expressions and various parts of the body, so as not to appear stiff and cause misunderstanding to the guests.
(4) The service personnel should be warm and gentle, patient and considerate, sensitive to the attitude of the guests, listen to the opinions of the guests with an open mind, be calm and calm, and have a reserved and generous expression. Strong self-control ability can keep a good attitude.
2. Etiquette of reception staff
Welcome service personnel include: doorman etiquette service personnel and guidance service personnel. Before opening, the receptionist must know the general situation of the store and the guests booked on that day, make good preparations for gfd and spirit, and stand on both sides or inside the restaurant door before opening, so as to look around and wait for the guests.
When the guests arrive, greet them warmly and take the initiative to say hello. When guiding the guests, ask whether there is an appointment and how many people there are, and then guide the guests to the correct seat. This mainly depends on the identity and age of the guests. When guests leave after dinner, they should send a polite farewell message to see them leave.
3. Etiquette of service desk staff
The service etiquette of the personnel on duty mainly includes the service etiquette when opening dishes, ordering dishes, pouring wine, delivering dishes and dividing dishes.
When the guests are led to the dining table, they should take the initiative to say hello and give up their seats by pulling chairs and handing incense towels. When handing the incense towel, you can hold the incense towel with both hands and give it to the guests, or you can hold the incense towel with a stainless steel clip and give it to the guests.
If a guest orders a drink, put the drink on the guest's right, and then open the bottle cap of the drink. At the same time, pay attention to holding the bottle in your right hand, revealing the trademark, holding the upper end of the bottle in your left hand, and slowly pouring the drink into the drink cup. It is not advisable to pour it too full or too fast. When opening a can, don't rush the mouth of the can to the guests. If the guest doesn't order a drink, he must provide tea. Put the cup on the saucer and gently put it on the table. Turn the handle of the teacup to the guest's right hand.
If the guest doesn't order in advance, the service staff at the counter should stand on the left side of the guest, put their hands down, hand over the menu and ask the guest to order. When ordering, you can recommend our famous dishes to good guests appropriately. The menu is usually handed to the guest of honor, female guest or elder first. The name of the order should be accurately and quickly recorded on the menu in duplicate, one for the kitchen counter and the other for the bill counter.
At the beginning of the banquet, the waiter at the reception desk should take out the mouthparts of the two sides from the water label and circulate them. From the first course, the receptionist will pour the first glass of wine for the guests. The order of pouring and sorting is: male guests and female guests, starting from the left side of the theme, pouring one by one clockwise, and finally pouring the theme. When the host and guests make a toast, the waiter should stop all activities and stand in an appropriate position. When pouring wine, you should pour hard liquor first, then fruit wine, beer and soft drinks.
Service personnel should put a clean napkin on their left arm when pouring wine, serving food and serving food, so as to wipe the drops of wine and drinks instead of their own hands. When pouring wine, you usually hold the bottle in your right hand and pour it slowly in your left hand, especially beer. At first, put the bottle mouth in the middle of the cup and pour it quickly. When pouring wine, slowly move the bottle mouth to the side of the cup, and the pouring speed should also be changed from fast to slow to prevent the foam spilled by beer from rising and overflowing the cup. Generally, it is better to pour beer with 7 minutes of liquid and 2 minutes of foam.
4. Etiquette of the waiter
Taking food mainly refers to serving, serving and changing tableware.
(1) When serving, cold dishes usually take ten minutes, and hot dishes take twenty minutes. Serve quickly, especially for lunch. The staple food is placed on the guest's left by the waiter with his right hand. The last course is soup, then tea.
When serving, the action should be light and steady, the direction should be clear, and the table should be placed smoothly. Don't knock over the wine glasses and tableware. Serving should also pay attention to art, and the waiter should arrange a coordinated pattern according to the different colors of the dishes. All fancy cold dishes, such as peacock, phoenix and other cold dishes, as well as whole chicken, whole duck and whole fish, should be oriented to the host and guest. After serving the food, the waiter stepped back, stood firm and reported the name of the dish.
(2) The dishes must be placed on the tray, and cannot be directly taken by hand. It is not allowed to hold the edge of the tray with your thumb or insert it into the tray. The posture of the side dishes is both stable and beautiful. The specific requirement is to hold it with five fingers and palm. The tray should not be too low, and the edge of the tray should not be too close to the ears and hair. When you trust it, you can hold the tray with your other hand.
(3) When changing tableware, the guest's consent should be obtained first. Be careful not to knock down newly served vegetables and soups when changing them. The changed tableware should go out from the right side of the general guest. If vegetable soup is accidentally spilled on same-sex guests, you can clean it yourself, for example, on opposite-sex guests.
You can only hand over towels to apologize.
5. Etiquette of account service desk service personnel
It mainly includes the etiquette when collecting money, paying bills and transferring money.
Pay the bill, when the guest's meal details are sent to the cashier, the cashier must accurately and quickly mark the unit price of the food and add up the total amount of money used. After summing up, when the guest uses the main tea, the waiter at the counter will send the bill to the guest with a tray, and should stand at the right rear of the guest who is responsible for paying the bill, tell him softly, then put the money in the tray with a wallet and send it back to the cashier, and send the recovered balance to the guest who pays the bill, and make a clear statement.
If the guest transfers money at checkout, be sure to ask the guest to fill in the account number and sign it. Account desk service personnel usually sit at the account desk and can wear two sleeves. Sitting posture should be refined, free, dignified and generous, with a smile.
6, the kitchen service personnel etiquette
Before taking up the post, we should first clean up the working environment and personal hygiene. Kitchen table hygiene mainly includes: kitchen table, chopping board, knife, floor and wall hygiene. The kitchen table should be clean, tidy and beautiful. Attendants should wash their hands thoroughly, comb their hair, tidy their faces, put on working hats, white coats, aprons and work clothes. When operating, you must develop good hygiene habits. Don't wipe your face and sweat with sleeves, don't sneeze at the workplace, and don't smoke while operating.
Second, gfd standard employees must always keep clean and tidy, and should pay attention to the following points:
1, hair
(1) Keep your hair clean and wash it frequently.
(2) Don't cover your eyes at the front, and don't exaggerate your hairstyle.
(3) Don't cover your ears at the side of male employees' long hair.
(4) When female employees wear uniforms, their hair must be tied up and their hair clips must be black.
2. Nose
Always pay attention to and trim nose hair.
Step 3: beard
Male employees are not allowed to grow beards and must shave every day.
4, nails
(1) All nails should be short and clean.
(2) Female employees cannot wear colorful nail polish.
5. jewelry
(1) Female employees are not allowed to wear pendulous or exaggerated earrings.
(2) The necklace should not be exposed outside the uniform.
(3) Don't wear rings and bracelets of any texture, so as not to affect food hygiene.
6. socks and shoes
(1) socks must be black.
(2) You must wear work shoes or leather shoes issued by the hotel to work.
7. Famous brand goods
You must wear a famous brand to work.
8. clothes
You must wear a clean uniform to work and dress neatly. You must wear a work hat when you go to work. You must wear an apron and clean clothes.
Three. Dining etiquette that restaurant waiters must abide by: the restaurant is where guests eat. Restaurant waiters should not only master business skills, but also observe all kinds of etiquette in service, so that guests can not only have enough to eat, but also have fun.
1, welcome guests, natural and generous greetings:? Hello, welcome! How many people are there? If men and women come together, they should greet the female guests first and then the male guests. Guests, regardless of age, disability, should take the initiative to take care of them.
2. Introduce the guests to their seats according to their different situations. If important guests come, guide them to the best position in the restaurant; When dining, couples should be led to a quiet corner; The whole family, relatives and friends should be led to the center of the restaurant for dinner; For the old, young and disabled guests, they should be arranged in a more convenient position.
The seating arrangement should meet the requirements of the guests as much as possible. If the seat has been occupied by the first guest, the waiter should explain and apologize, seek understanding and recommend other seats that satisfy the guest.
3. When the guests approach the dining table, the waiter should open the chair with his hand and greet the guests to sit down in the order of female guests first, male guests first and general guests first; When the guests sit on their knees, give them a gentle push on the seat to make them sit well and sit steady.
Guests should serve tea, and never touch the cup mouth with their hands. Submit the menu in time and with respect, and don't throw it on the table at will. Customers should wait patiently when ordering, don't rush, and let them have time to think about it.
When ordering, take a pen and paper to record at any time. If the guest hesitates, the waiter should be a good adviser and introduce the varieties and characteristics of the dishes enthusiastically. Pay attention to language art, be polite and euphemistic, and don't recommend it reluctantly or stiffly, so as not to cause the guests' disgust. If the food ordered by the guest is out of stock, please apologize politely and ask for forgiveness.
If the guest's order is not on the menu, don't refuse. Please allow me to discuss with the chef and try to meet your requirements. ? When the guest orders, the waiter should smile and lean forward slightly, don't lean on the table, and don't put your hands on the table. Listen carefully, record accurately and avoid making mistakes.
5. If there are children dining, you can add a small stool to make it convenient for children to sit down.
6, the guest accidentally dropped the tableware, should quickly put on clean tableware, can't wipe things in front of the guests.
7. When answering the guest's phone, you should approach the guest and make a phone call gently, and you can't shout at a distance.
8. At work, you must answer the phone of the guests at any time, and you can't leave your post and chat with others.
9. Guests should pay attention to the procedure when serving wine. Don't touch the food with your fingers when serving. You should announce the name of each dish and briefly introduce its characteristics. You shouldn't spit when you speak. When pouring wine, don't touch the glass mouth with your fingers. The degree of pouring wine depends on different kinds of wine. When pouring champagne or iced drinks, the bottles should be wrapped in napkins to prevent the drinks from dripping on the guests.
10, guests should take the initiative to light cigarettes when smoking. Guests' belongings accidentally fell to the ground, so they should take the initiative to help pick them up and hold them in their hands.
1 1. Guests should be treated equally, and service should be considerate regardless of business size. On holidays, we should extend holiday greetings to every guest.
12. Clean up after all the guests have left. Don't be too hasty
13. When you check out, you should put the bill on the tray and hand it to the guest face down. After paying the bill, guests should express their gratitude. After the guest gets up, the waiter should open his seat and remind the guest not to forget his belongings. Help the guests put on their coats and hats, and say goodbye to the guests at the gate of the restaurant: goodbye and welcome to come again. ?
14. Restaurant waiters have to handle food and tableware, so they should be strict about personal hygiene. Wear clean and tidy uniforms, bathe frequently, have a haircut frequently, cut nails frequently, shave frequently, brush your teeth frequently, wash your hands frequently, do not wear jewelry, make-up frequently, and do not wear shawl hair. Don't pick your ears, teeth, hair, yawn or nose in front of guests. If you have to sneeze or cough, turn around, cover your nose and mouth with a handkerchief and apologize to the guests. Don't eat food with pungent smell before work.
Fourthly, to be a good server, body language must first be a good communicator. Waiters deal with guests all day, and they can't leave communication all the time. In the process of service, we often communicate with guests by listening, speaking, writing and body language, and body language is body language. Every movement, every look, every expression will affect the perfection of every communication process between you and your guests.
Body language, also known as visual communication, takes up 55% of the information in the communication process, including eyes, body posture, gestures, facial expressions and so on.
1, about eyes
Look with your eyes during communication.
The other party is the most powerful way of body language communication. When you use eye contact in communication, what are you actually saying? I'm interested in you, and I'm paying attention to you. ? Eye contact is respect for each other. On the contrary, when you avoid eye contact, you will generally think that you are not sure about yourself, lying or not caring about them, etc., which will have a negative impact.
2. About body posture
Chest collapse, listlessness, telling the guests that you are tired, not confident, or bored will leave a bad impression on the guests and affect the overall image of the hotel. The waiter's posture should be chic and confident, and he should appear to feel good about himself and be full of confidence in his work.
3. About gestures
Gestures include the movements of your hands, arms, shoulders and even your head when you speak. Gestures can help you explain a problem or support your statement. Gestures can add information and its changes, and can reflect whether a person's cultivation and psychological quality are good or not. For example, the waiter fiddles with his hair and bites his lips, which will make people feel that your mood is unnatural or too casual, which will make guests suspicious.
4. About facial expressions
Your facial expression shows your attitude to a great extent. Most people pay attention to each other's expressions when communicating. They can tell from your facial expression whether you are happy, worried, angry or confused. Facial expressions are natural things, and stiff facial expressions are hard to accept. Facial expressions are not always consistent with words. When there is inconsistency, people tend to believe facial expressions, not your words. It can be seen that facial expressions play an important role in communication.
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