employee gfd \ x1d \ x1d \ 1. The dress of employees is an important part of hotel etiquette. In a modern and fashionable vocabulary, it is called employee image promotion. The fresh work clothes of employees will enhance the image of the hotel. Therefore, the basic requirement for employees to dress is "cleanliness". Clean and tidy clothes reflect the mental outlook of employees and the strictness of hotel services. If they are not dressed neatly, the hotel will be destroyed. \x1d\ \x1d\ 2. In addition to dressing neatly, hair must be combed neatly, shoes must be polished, hands must be washed, nails must be repaired neatly, and female employees must wear light makeup, no heavy makeup, no bling, and don't wear too much jewelry. \x1d\ \x1d\ 3. Employees should not chat casually during working hours, tremble and walk straight, and their hands should not be crossed on their chests or put in their pockets. In the service, they should be "light in walking, light in talking and light in action" \x1d\ \x1d\ 4. Treat people with courtesy and politeness, which is the key to do a good job in hotel services. \x1d\ Basic courtesy terms of service (courtesy terms of service specification) \x1d\ 1. Welcome guests-"Hello, welcome!" \x1d\ 2. Pull up the chair and ask for a seat-"Sir/Miss, please sit down!" \x1d\ 3. Ask for tea at the table-"What kind of tea do you like, sir/madam?" \x1d\ 4. Send napkins-"Sir/Miss, please use a towel." \x1d\ 5. Pour tea-"Please have tea, sir/madam." \x1d\ 6. Asking about drinks-"What kind of drinks would you like to drink, sir/madam?" \x1d\ 7. Pour wine water-"Sir/Miss, can I help you pour * * wine?" \x1d\ 8. Collect the teacup-"Sir/Miss, can I help you collect the teacup?" \x1d\ 9. Serve the soup-"This is * * soup, please enjoy it." \x1d\ 11. Serve-"This is a * * dish, please enjoy your meal." \x1d\ 11. Replace the bone disc-"Sir/Miss, change the bone disc for you." \x1d\ 12. Replace the saucer-"Excuse me, can I take this saucer away?" \x1d\ 13. Serve fruit-"This dish of fruit is a gift from the manager of our restaurant. It's a small gift from our restaurant. Please enjoy it." \x1d\ 14. Tea after dinner-"Please use hot tea." \x1d\ 15. Check out-"Who will pay the bill?" "Thank you for 21% off N-plus money" "Thank you for receiving N-plus money" "Thank you for getting back N-plus money." \x1d\ 16. See Fujian off-"Thank you for coming. Welcome to visit again. Bye!" Please gesture during operation \x1d\ \x1d\ \x1d\ Gestures with a seat-pull the chair-open the seat-pour tea-pour wine water-collect the teacup-replace the bone dish-change the ashtray-serve the soup-divide the soup-add the soup-serve the food-replace the dish. Welcome, how many people are there? " When the guest answered, he asked, "May I have your name, sir/madam?" \x1d\ \x1d\ 2. After taking the guests to their seats, please pull up the chair and sit down (and make a gesture of invitation). Pass the menu to the guest with both hands and say, "Mr. * *, this is our menu." Then ask the guest: "Hello, what kind of tea would you like to drink? We have Pu 'er, fragrant tablets and Tieguanyin. . . After the guests choose tea, they should inform the waiter in the stands of the tea they ordered. \x1d\ Requirements: Be kind in language, keep smiling, and make the guests feel particularly respected. Quickly inform the waiter who pulled up the chair to ask for tea, as well as the foreman and minister in the area, and write the name on the dish card. \x1d\ \x1d\ 3. The waiter stood guard at the post in charge, greeted the guests with a smiling face, assisted the client in arranging the guests' seats, and said with a little bow, "Hello, sir/madam, welcome!" \x1d\ \x1d\ 4. Pull up the chair and please sit down. First, pull out the chair that the woman is sitting on. When she sits down, slowly bring the chair close to the dining table, say "Sir/Miss, please sit down" and make a gesture of invitation, so as to know the guest's name from the client. \x1d\ Note: \ x1d \ a. Be good at observing and distinguishing who is the master. \x1d\　　B。 Don't force some guests who don't want to tell you their surnames. \x1d\　　C。 When a guest is puzzled by the name, we can explain it like this: "This is good for us to address you" or "When a guest asks for you, it is convenient for us to look it up." \x1d\　　D。 In the whole process, the waiter should address the guests on the premise of their surname. \x1d\ \x1d\ 5. Pass the towel to make tea. Pass the towel from the guest's right and say, "Mr./Ms. * *, please use the towel." Then go to make tea. If you don't get any tea from the client, the waiter will have to ask the guest himself. (For the way to ask, see Article 2. ) \x1d\ Requirements: Tea making is required to be carried to the guest table with snacks, mustard sauce, etc., and the first cup of polite tea is poured from the right. Note: the tea is required to be six minutes full, ladies first, gentlemen first, guests second, and then clockwise, and then mustard sauce, mustard sauce, mustard sauce, mustard sauce, mustard sauce, mustard sauce, mustard sauce, mustard sauce, mustard sauce, mustard sauce, mustard sauce, mustard sauce, mustard sauce, mustard sauce, mustard sauce, mustard sauce, mustard sauce Spread the towel flowers on the plate and spread them on the guest's lap or at the bottom of the plate. (Take off the chopsticks cover on the right side of the guest) \x1d\ \x1d\ 7. Sell drinks. When the shop assistant finished ordering, he went forward and asked with a smile, "sir/madam, do you need any beer, drinks or juice?" It's good that we have * * juice, and the beer includes Jinwei beer and Tsingtao beer. " \x1d\ Note: Valuable wines can only be opened after being inspected by the guests. There are two kinds of wine, white wine and red wine, which must be frozen. Do you need to add lemon, plum or sprite according to the guests' wishes? \x1d\ \x1d\ 8. Place an order. Drink list in duplicate, clearly fill in the station number, name, time, quantity and name, and then submit it to cashier for seal. The red one is handed over to the cashier, and the white one is handed over to the bartender for drinks. \x1d\ \x1d\ 9. Wine pouring requirements. \ x1d \ a. Serve drinks from the guest's right side, stand slightly sideways and bend slightly. \ x1d \ b. When you ask a guest for wine, you should first ask the guest what kind of wine he likes, and then pour the wine according to his meaning. The order of pouring the wine is: the guest first, then the host, and then pour it one by one clockwise. \ x1d \ c. Serving specifications: beer, soda water is eight minutes full, spicy wine is nine minutes full, and foreign wine is one p (one ounce) \ x1d \ d. Serving method: pour beer, soda water can be poured slowly along the glass, and mixed wine is poured with soda water first and then foreign wine. \x1d\ \x1d\ 11. Put away the teacups. After pouring drinks for the guests, you must consult the guests and remove the cups. If cigarette butts are found in the cigarette holder, put a clean cigarette holder on it, take it to the tray together, and then put it back in the clean cigarette holder. \x1d\ \x1d\ 11. Requirements for serving soup. After the dish comes on stage, open the lid, give the name of the dish and make a gesture "Please enjoy your meal". \x1d\ Note: After the first course is served, you need to send a towel for the second time to show your cleanliness. When serving soup, it should be distributed to the guests, requiring each bowl to be even, and then take the initiative to bring each bowl of soup to the guest's right in the order of female first and male second. When serving the main course, take the initiative to ask the guests if they need rice; If the guest needs it, mark it on the food card according to the quantity. If several dishes on the dining table are full, but the next dish is not enough, we should ask the guests for advice as the case may be, and assign the least dish left on the table to the guests or put it on another dish or withdraw it, and then serve another dish. \x1d\ \x1d\ \x1d\ 12. Patrol Taiwan. If more than two cigarette butts are found in the cigarette holder, they should be replaced immediately. Remove the empty dishes and soup bowls. Withdraw the tableware from the lower tray, put the tableware away according to the specified lower tray, and replace the bone plate in time. When replacing it, it must be done on the right side of the guest and make a gesture of please. If the guest is talking, he should remind the guest. \x1d\ \x1d\ 13. Add drinks frequently during the dinner. When you finish the last course, you should take the initiative to tell the guest "Sir/Miss, your order has been served" and ask the guest whether to add fruit or dessert. \x1d\ \x1d\ 14. Take away dishes and tableware. Please get the guest's consent before you can withdraw (except empty dishes). You should collect chopsticks and chopstick racks one by one on the right side of the guest, and then collect spoons, saucers and other tableware and wine glasses. Clean the countertop with a dirt clip. \x1d\ \x1d\ 15. Serve hot tea. Add tea leaves to the teapot that the guest originally drank, then add boiling water, and change another set of cups to pour a cup of after-dinner tea for the guest. (When you find the guest's teapot uncovered in the patrol station, you should add boiling water immediately, and then pour tea for the guest again. \x1d\ \x1d\ 16. Serve dessert and fruit. Prepare clean dessert tableware before serving dessert, and actively and evenly distribute dessert to guests; Before serving fruit, depending on the kind of fruit, send bone plates, fruit forks, etc., bring the fruit to the guest's table and introduce: "Mr. * *, this is from our restaurant manager, please enjoy it." \x1d\ \x1d\ 17. Send hot towels and check out. When paying the bill for the guest, you need to use the cashier clip, open the cashier clip on the guest's right and say, "Mr./Ms. * *, thank you (how much)." After the guest receives the change, he should also say thank you. Pull a chair to see the guests off, say "Go slow, welcome to visit next time" and other words of seeing them off. \ x1d \ x1d \ 18. Check the work. After the guests leave, check whether there are still burning cigarette butts and whether there are any left-over items; If you find a burning cigarette butt, you should put it out in time; If you find any items left by the guests, you should call the supervisor immediately. \x1d\ \x1d\ 19. Take away the tableware. First of all, tidy up the chairs to keep the style of the restaurant. First, collect napkins, mats and towels, and then collect cups, wine glasses and porcelain. \x1d\ \x1d\ 21. Clean up the site. Rearrange the environment and restore the original