(1) Welcome guests with a smiling face, and greet them naturally and generously: "Hello! Welcome to visit! 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) According to the different situations of the guests, introduce and sit down. 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 both hands 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.
(4) Serve tea to the guests, and don't touch the cup mouth with your 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. You can say, "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 children eat, you can add a small stool to make it convenient for children to sit.
(6) If the guest accidentally drops the tableware, he should quickly put on clean tableware, and can't wipe it in front of the guest.
(7) If a guest calls, approach the guest, make a phone call gently, and don't shout in the distance.
(8) At work, you must answer the guest's phone at any time, and you can't leave your post or chat with others.
(9) Pay attention to the procedure when serving wine for guests. 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 who smoke should take the initiative to light their cigarettes. 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) All guests should be treated equally, and all businesses, big or small, should provide good service. On holidays, we should extend holiday greetings to every guest.
(12) Cleaning should be carried out after all the guests have left, so don't rush in.
(13) When checking out, 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, welcome to come again."
(14) Restaurant waiters have to deal with food and tableware, and they are 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, you should turn around, cover your nose and mouth with a handkerchief and apologize to the guests. Don't eat food with pungent smell before work.
Second, on-the-job training for restaurant waiters.
1. On-the-job training for restaurant waiters mainly involves the following aspects: (1) Greet guests at assigned posts, pay attention to the dining situation of guests, obey the boss's assignment, and provide good services for guests. (2) Do all the work according to the working procedures and standards, such as changing the tablecloth, setting the table, arranging the tableware, preparing the tableware, and doing a good job in cleaning and sanitation. (3) Get daily necessities from the warehouse on time every day (the foreman may be responsible for or accept the foreman's instructions). (4) Understand the daily dishes and drinks and introduce them to the guests. (5) entertain guests, divide dishes, pour wine, change tableware, and entertain guests for dinner. (6) Pay attention to the food ordered by the guests. Try to help the guests solve all kinds of problems during the meal. If you can't solve it yourself, you can report it to the foreman in time. (7) Try to avoid electrical damage, handle with care, and do your due diligence. (8) Responsible for finishing after meals, cleaning the health on duty, and returning to work after handover.
2. On-the-job training content of interns. Interns are also called interns or service assistants. When training them, it usually includes the following contents: (1) Send the used tableware back to the dishwashing department for cleaning, and replenish the clean tableware in the workbench. (2) Clean the tea residue and sundries in the tea stall, and clean the lower compartment, small handles, trays and towels. (3) Assist in the hall work, such as delivering hot water, and help the waiter manage the dining table. (4) Concentrate and store the used tablecloths and towels for the laundry factory to clean. (5) Responsible for all cleaning and hygiene matters in the restaurant. (6) Try to avoid electrical damage, handle with care, and make yourself responsible for the work. (7) Be hardworking, obey the assignment of superiors and do a good job.
3. On-the-job training content of the ushering waiter When training the ushering waiter, it will generally involve a series of contents such as gfd of the ushering waiter, pre-meal preparation, ordering food, leading guests into the restaurant, and introducing the situation in the restaurant. (1) The instrument is neat and beautiful, polite and enthusiastic. (2) Make preparations before meals, straighten and clean the information desk, and prepare clean menus and table cards. (3) Responsible for accepting guest reservations, including telephone reservations and face-to-face reservations. When accepting a guest's reservation, ask the guest's name, room number or unit, contact number, number of people to order, time, place or other requirements, then make a record and reserve a suitable room. If there are standard fees or banquet orders, they should be introduced to the banquet department (sales department) for acceptance. (4) Be responsible for politely welcoming all guests to the restaurant and artistically arranging the guests to be seated. If the guests sit evenly, the floor will not feel too crowded or scattered. In case of rude or casually dressed guests, take them to the corner for dinner, and don't go near the door, so as not to affect their appearance, but their language and attitude need to be respected. (5) Be responsible for understanding the situation in the restaurant so as to make arrangements according to the situation. (6) Pay attention to taking care of the guests and follow you into the restaurant to sit down, instead of walking on your own. (7) Responsible for storing clothes, hats, file boxes and other items for guests. (8) Be responsible for providing menus, aperitif lists and promotional aperitif for dining guests, and answering appropriate inquiries. (9) Be responsible for answering the phone and inform the receiver in time. (10) The dining room is where guests spend their money. In order to ensure the comfort and elegance of guests' dining, guests who are not the general manager, restaurant manager or public relations department are generally refused to visit. (1 1) To be a public relations officer, you should not only keep good relations with colleagues and superiors, but also deal with guests more, remember their names and greet them warmly when they visit again. (12) When guests leave, they should see them off, pull the door, press the elevator, call a taxi, and say polite expressions such as "Please come again", "Thank you for your patronage", "Goodbye" and "Go slow". (13) Make a written record of the number of diners and tables, and keep the menu or give it to the designated foreman for safekeeping.
Third, on-the-job training for bar waiters.
1. On-the-job training content of bar waiters. Although both bar waiters and restaurant waiters are catering services, their work contents are different, and they usually train the following contents. (1) Keep the surroundings of the bar clean and the utensils in the bar clean. (2) Collect goods on time every day and store them properly in time. (3) Prepare enough utensils and timely supply fresh fruits, drinks, cigarettes, etc. Before the market opens every day, arrange a good wine waterwheel and a wine display table. (4) Familiar with making general fruit bowls and preparing general drinks; Familiar with the use of all electrical appliances; Familiar with the names, prices, producing areas, drinking methods and general storage knowledge of all kinds of drinks. (5) Show and introduce wine list to guests, order wine for guests, provide wine service and recommend cigars to guests; Provide guests with flavored coffee and cocktails. (6) Do a good job of cleaning up after the market closes every day, make a good sales report, and hand over after work. (7) Diligent and honest, quick and accurate, skilled in work, obedient to the boss, study hard and constantly enrich yourself to become an excellent bartender.
2. On-the-job training content of foreman There is a difference between the training of bar foreman and the training of restaurant receptionist. On-the-job training requirements of bar foreman are more stringent, which usually involves the following contents: (1) Effectively supervise the waiters of this team to complete various catering services with high quality and efficiency. (2) Be responsible for the attendance and performance appraisal of employees in this class, and have the right to praise, criticize, reward and punish according to employees' performance. (3) According to the daily work and reception tasks, lead the staff to make preparations and check whether the staff's instrument, table setting and hygiene meet the standards; Whether the tableware cloth list is sufficient. (4) Understand the dishes recommended by the chef and the dishes served in the kitchen that day, and coordinate with the food delivery department. (5) During business hours, lead the team staff to provide high-quality and efficient services to the guests, and ensure that the team service personnel provide services to the guests in accordance with service processes and standards. (6) Fully grasp the dining situation of the guests in this service area, solve the problems of the guests in time, and properly handle the complaints of the guests. (7) Know the names and special requirements of the guests and establish a good relationship with them. (8) When subordinates make mistakes in their work, they can be properly supervised, but remember not to blame in front of guests or all employees, because this will not only affect guests, but also hurt employees' faces, so they should be prompted in a low voice or transferred to offices and other places for handling. (9) After the guests have finished eating, they should urge them to stay at the service desk or personally summarize the menu, wine list and dessert list for the guests to check out, so as to prevent them from taking off the list and missing the list. (10) After the restaurant is closed, do a good job in the hygiene of the restaurant, restore the restaurant to a good state, and do a good job in the handover with the next shift, and use the handover book well every once in a while. (1 1) Do a good job log of the work on duty, that is, the guest's reflection, the problems during the meal, the important banquet and the guest's dining situation, the guest's complaints, etc., so as to report to the foreman director or manager. (12) It is our duty to improve team quality and train employees.
Four, western restaurant waiter responsibilities
1. Responsibilities of individual waiters in western restaurants
(1) Greet the guests politely and ask the number of people. (2) Guide the guests to their seats and hand over napkins. (3) Ask the guests what to drink. (4) Pass the menu. (5) Order food (ladies are preferred, and you should stand at the right rear of the guests when ordering food). (6) Give the guests bread and butter. (7) To provide catering service of ordering western food for guests. (8) Add water or wine, bread and butter. (9) Always replace ashtrays, plates containing leftover food and unused tableware. (10) Ask the guests whether they are satisfied with the quality of the main course. (1 1) After the guests have finished eating, clean all the plates on the table, together with the leftover food and used tableware, sweep the crumbs on the table onto a plate with a clean napkin, and take away the condiments on the table. Guests are advised to drink after-dinner wine or other kinds of drinks. (12) suggest dessert and write down the order. (13) Provide dessert, coffee or water. (14) Ask the guests if they need anything else. (15) The guest checks out and submits the bill. (16) See me off. Welcome to visit again.
2. Job responsibilities of banquet waiters in western restaurants There are several types of banquets in western restaurants, such as banquets, buffets, cocktail parties, garden banquets and tea parties (snacks). There are two kinds of western-style banquets: one is that the chef puts the food in a special pie plate and the waiter distributes it to the guests. The waiter stood on the guest's left when handing out, holding the tray in his left hand and the fork in his right hand. The other is called a flying saucer. The chef first puts the food on a separate plate, and then the waiter distributes a plate to the guests in turn from the right and puts it in front of them. Then the guests eat with knives and forks.
(1) Don't eat. It is divided into breakfast, lunch and dinner. ① breakfast. Western breakfast can be divided into American breakfast and European breakfast. American: First course: fruit juice, such as orange juice, tomato juice, grape juice, etc. The second course: eggs, including steamed eggs, boiled eggs and scrambled eggs. The third way: bread, butter and jam. Number four: coffee and black tea. European: First course: juice. The second way: bread. The third way: coffee, black tea. ② lunch. Lunch is generally divided into three courses: the first course: soup. Second course: fish or shrimp. The third way: fruit and candy. ③ Dinner. First course: soup or appetizer. Second course: fish or hot dish. The third way: grilled or grilled, such as grilled pork chops and steaks. Fourth: fruit and candy.
(2) buffet. Generally speaking, the price is fixed, and guests buy their own meal coupons, or book them or eat them separately. After the guests enter the restaurant, they will give the meal coupons to the waiter or check out after the meal, and then the guests will pick and pick the dishes at will.
1 buffet preparation: a. most of the work should be prepared before meals, such as setting the table, supplementing the workbench and putting condiments. B. There should be a wide place around the buffet table to reduce the queue of guests, and secondly, the layout should be reasonable. If the guests come in from the outside, the spoons, knives, spoons and dishes at the buffet table should be placed reasonably. C. The requirements for food quality are relatively high, and the specifications should be unified, such as the thickness of ribs. Otherwise, the guests will choose, which will cause unsanitary and untidy. D. replenish food in time, but pay attention to hygiene, and don't leave the impression that this is leftovers.
2 buffet hospitality instructions: a. when the usher takes people to the table, the usher should help pull the stool and tell the waiter how many guests have arrived. B. The waiter opens the towel for the guest, pours ice water or asks the guest what kind of drink he needs. C. When writing the number, read the station number clearly and write the name of the person in charge. D. When guests go to get food, they should pay attention to folding the guest's towel. E. when the guest takes back the food, pull the stool for the guest. F. Keep pouring ice water and changing cups for the guests. The food eaten by the guests should be taken away immediately. H. When guests go to get salad or dessert, they should take the broadsword and fork, wipe the crumbs on the table with napkins and separate the dessert spoons. I. When guests use dessert, they should take the initiative to ask if they need coffee or tea. J. When you pay the bill, you should read the station number clearly and check whether the number of guests is wrong. Say "thank you" to the guest after checking out.
③ Precautions for eating table: A. Prepare before meals, and prepare enough forks and alcohol cream. B Pay special attention to the insulation of food, especially Chinese food, such as soup, rice and noodles. C. The variety of food should be changed and renovated frequently, so that guests can truly feel the low price and good quality, and the variety is diverse. D replenish tableware in time, such as dinner plates and dessert plates. E. The spoon fork of the dining table should be changed frequently and kept clean. F. Always keep the dining table clean. G. pay attention to whether there is enough water in the buffy furnace. H. Pay attention to the burner of alcohol paste and pay attention to safety. First, after the buffet, immediately notify the kitchen to take back the remaining food at the food counter and handle it by the chef.
V. Responsibilities of Chinese food waiters
1. Prepare before meals
(1) Understand the reception object, reception number, guest identity, seating time, banquet decoration requirements, guest dietary requirements, especially any special requirements.
(2) Be familiar with the menu content and serving order, and master the characteristics and service procedures of each dish.
(3) Set the banquet table, highlight the theme and prepare the items needed for the banquet.
2. Banquet service
(1) greet the guests politely and guide them to their seats.
(2) Give the guests napkins.
(3) Ask the guests what to drink.
(4) pour tea for the guests.
(5) Remove the small towel.
(6) Take off the chopsticks cover for the guest, open the mouth cloth and hand it to the guest.
(7) pour drinks and drinks for guests.
(8) Remove the teacup.
(9) After obtaining the consent of the guests, notify the kitchen to serve.
(10) Serve the guests, introduce the names of the dishes, and take the initiative to serve the guests as needed.
(1 1) Clear the empty plates on the desktop in time and replace the bone plates and ashtrays for the guests.
(12) After the guests have finished eating, serve them with cups, pour tea and bring small towels.
(13) Clean the countertop.
(14) Desserts, fruits, bone plates and forks are served.
(15) Ask the guests what else they need and whether they are satisfied.
(16) The guest checks out and submits the bill.
(17) Pull out the chair for the guests and see them off. Welcome to visit again.
In order to ensure the quality of service, the most basic thing for a hotel must be "four arrivals". That is, the personnel should be on duty, the language should be in class, the service should be in place, and the quality should be in the file. This "four arrivals" is crucial.
Personnel should go to the post
First of all, the personnel should take their positions. The service personnel didn't arrive in time in advance. Who will entertain the guests? As a hotel waiter, you should treat your guests as "God". Although we are on the balance of law, we are equal before the dignity of personality. But in the social division of labor, our role is to serve the guests. This "service" means serving others. From this point of view, we should put our position in order. Therefore, since the guest is "God", our role "identity" is definitely lower than that of the guest. For the sake of the guests, you should arrive early on duty, which is the basic common sense of work and life. Only by arriving at the post in advance can we have enough time to make full, serious and meticulous preparations for the reception and wait for the arrival of the guests calmly. If you are still eating in the canteen a few minutes before going to work, you should change clothes quickly; Or run to the hotel while eating vegetables, can you prepare the service leisurely? If the preparatory work is not done well, how to ensure the service effect? The author has been engaged in office work for a long time and has the habit of arriving early for a long time. I arrived several times early, which really saved my life. There was a signing ceremony, and the banner in the conference room was hung up the night before, but I arrived early in the morning and found that a corner of the banner was missing, so I immediately asked someone to cooperate and made a remedy before the signing ceremony. On another occasion, after arriving at the meeting place in advance, I found that the door of the meeting room was not opened, the materials were not prepared, the chairs were not enough, and so on, all of which were made up in time.
Language is for class.
Arriving in the hall is a local language in Chongqing. There are many meanings such as timeliness, catching up, moderation, and not lagging behind. Language is a unique tool for human beings to express their feelings, communicate and understand each other. Our service language refers to the language used by waiters to communicate with guests in the process of receiving guests in order to serve them.
In order to serve the guests well, we must communicate with them in language, and language is the first service. Guests check into the hotel and enter the lobby; When guests eat, they arrive at the restaurant; We need the doorman to welcome our guests with welcome words. If the employees in these positions don't use language to serve in time at this time and turn a blind eye to the arrival of guests, what about the quality of service? Similarly, in the process of guest consumption, there is also the problem of moderate language. Some people talk too little, which makes them seem indifferent to their guests. If you talk too much, the guests will be too wordy. Service language should be simple, lively, concise, correct and to the point. Service language seems to be neither physical nor hardware, but it is often indispensable in the daily service process. For example, a big round table in the middle of the restaurant is holding a family banquet to celebrate the birthday, and one dish after another is served. The laughter of the octogenarian added joy to the banquet, and the harmonious atmosphere infected the whole restaurant. When a large basin and snacks were put together into a peach symbolizing longevity, the guests cheered in unison, attracting diners at the next table to wait and see. After a while, the basin bottomed out. But somehow, after eating this snack, I haven't seen the side dishes for a long time. The guests began to quiet down, their faces lowered, and the hot birthday would slowly cool down. A quarter of an hour passed, and the food still didn't come. The old man's son finally couldn't hold on and went to the service desk. The head waiter in the restaurant was surprised: "Isn't your food already served?" Everyone was disappointed when the old man's son told the news. I walked out in a gloomy mood. It was because when the waiter finally served the birthday peach, he left out a sentence "Your food has been served", which made the guests very disappointed. The service language program is not well completed, which affects the service quality and can not meet the requirements.
Service should be in place.
The service in place is further and deeper than the previous "two arrivals". That is, in customer service, we should strictly follow the norms and processes, be meticulous, and be in place and just right. Hotel services must first be standard services and regular services, which is the foundation. Only on the basis of standardization can we develop and extend to personalized service and unconventional service. Some experts believe that if the service is to be in place, it must be standardized first. Don't lower standards, don't miss items, don't be sloppy, and don't be misplaced. Politeness, hygiene, equipment, facilities and operation must be in place. These places may be all or only some services, so we should be flexible on the basis of norms, but don't miss anything. It often happens that you forget the floor, the countertop and the corner in the middle when cleaning. Or it is done but not thorough, not clean, and does not meet the hygiene requirements, which is not in place. These are all things that we need to overcome in our service.
In the hotel service, because the objective situation is not static, imperfect situations often occur. Once this situation is discovered, every employee not only has the responsibility to do his personal work well, but also has the responsibility to make up for his colleagues and ensure that the services of the department and even the hotel are in place: in case of complaints, anyone should take the initiative to accept them, accept their opinions with an open mind, take the initiative to take responsibility, and never let go, or deliberately delay or shirk.
Quality should be recorded.
When I say "to file", I will do it according to the norms and rules, and reach the quality standard and quality level I deserve. No looseness, no discount, no water. The concept of quality is explained as follows: it reflects the sum total of an entity's ability to meet requirements and potential demands. Entities include products and activities, processes, organizations (units) or people. Needs, prescribed needs and implied needs, material needs and spiritual needs, social needs and personal needs. We take service (also a commodity) as the premise to meet the reasonable consumption needs of our guests, which is in line with social ethics. However, due to the product characteristics of the hotel industry, many service forms are intangible products, such as information service, catering service, room service and a large number of reception services. Therefore, it is difficult to achieve accurate and quantitative quality standards for serving this product. However, no matter how the hotel quality is stipulated, the most important thing is the guest's evaluation: the guest's evaluation is the basic measure of service quality, and subjective evaluation is usually the only factor for the guest to evaluate the services provided: this is the service tenet that we often say "the guest is God" and "the guest is always right". This "subjective evaluation" of guests is arbitrary, not necessarily unreasonable, but the hotel industry must agree with the conclusion that guests' subjective feelings are good or bad.
To this end, whether our service quality is upgraded or not is determined by customer satisfaction. If you cook any food, you can see how to do it. The kitchen has its own quality standards, but the final quality must be recognized by guests with different tastes. You said that 25℃ is the standard of room air conditioning, but some guests are afraid of cold and heat. You have to adjust the temperature to meet the needs of the guests, so that the quality can reach the standard. Therefore, when self-testing, self-checking and self-controlling the quality, we should pay attention to the subjectivity and randomness of the guest's evaluation, and we should not be complacent because of the guest's praise or belittle ourselves because of the guest's complaints. Service quality means strengthening daily life, strengthening system, strengthening norms, strengthening prevention, strengthening control, strengthening every link to meet quality standards and requirements, and trying not to let guests leave with dissatisfaction and "no longer coming" and "no longer living".