Basic etiquette for catering services

Basic etiquette for catering services

1. Drinking service etiquette

Modern society The catering service industry is developing day by day. People have more and more connections with the catering industry and have higher and higher requirements for service levels. The service etiquette in the catering industry is a direct manifestation of service quality and service attitude. Among them, the service level of restaurants is an important factor in the catering industry. The epitome of service level, etiquette is more important. The service etiquette in the restaurant mainly consists of the service etiquette at the reception desk, the reception desk, the counter, the food server, and the kitchen counter.

1. Basic requirements for the appearance, appearance and deportment of restaurant service staff

(1) Appearance

The prescribed uniforms should be worn during working hours. Clothes should be neat and clean, and pay attention to keeping the cuffs and collars of clothes clean. Clothes should be buttoned properly, the lining of the clothes should not be exposed, and do not roll up sleeves or trouser legs. Wear a sign card. It is appropriate for both male and female waiters to wear dark leather shoes, and the color of their socks should be slightly darker than the color of their leather shoes.

(2) Appearance

Male waiters should not have big sideburns, and the hair at the back should not grow to the collar, or beard, and should be shaved regularly; female waiters should not have hair that reaches the shawl. . However, you must wear light makeup and are not allowed to wear any jewelry. You are not allowed to have long nails or wear nail polish. Do not wear irritating perfume.

(3) Appearance

The standing posture of restaurant service staff should be dignified and straight, reflecting grace and elegance. The sitting posture should be upright, showing the nobility and elegance of sitting. The gait should be light and steady. Generally, you have to walk on the right side, do not walk in the middle, do not run, and do not compete with guests. When receiving guests, the use of gestures should be standardized and moderate. There should not be too many gestures during conversations, and the movements should not be too large. For example, when giving directions to guests, you should use the straight arm posture correctly, and ask guests to use the horizontal swing posture when entering. At the same time, you need to pay attention to the coordination of facial expressions and body parts when using gestures, so as not to appear too tough and cause misunderstandings to guests.

(4) Service staff should be enthusiastic, moderate, patient and considerate during reception, be sensitive to guests' attitudes, listen to guests' opinions with an open mind, and be calm and composed when encountering problems, with reserved and generous expressions. You must have strong self-control ability to maintain a good attitude.

2. Etiquette of service personnel at the reception desk

Service personnel at the reception desk include: doormen, etiquette service personnel and leading service personnel. Before opening the restaurant, the front desk staff must understand the general situation of the restaurant and the situation of the guests who have made reservations on the day, and make good appearance, appearance and mental preparation. Before opening the restaurant, they should stand on both sides or inside the restaurant entrance so that they can look around and wait to greet the guests.

When guests arrive, greet them warmly and take the initiative to greet them. When leading guests, you should ask if they have a reservation and how many guests there are, and then guide the guests to the appropriate seats. This is mainly determined based on the guest's identity, age, etc. When guests leave after finishing their meal, they should bid farewell politely, say goodbye, and watch the guests leave.

3. Etiquette of service staff on duty

Service etiquette of service personnel on duty mainly includes service etiquette when opening dishes, ordering dishes, pouring wine, serving dishes, and dividing dishes.

When guests are led to the dining table, they should take the initiative to say hello, pull out their chairs and give up their seats, and hand them scented towels. When passing the scented towel, you can hold the scented towel with both hands and hand it to the guest, or you can use stainless steel clips to pick up the scented towel and give it to the guest.

If a guest orders a drink, the drink should be placed on the right side of the guest, and then the drink bottle cap should be opened. At the same time, you need to pay attention to holding the bottle with your right hand, exposing the trademark, holding the top of the bottle with your left hand, and slowly pouring the drink into the drink cup. It is not advisable to pour too full or too fast. When opening the can, do not point the mouth of the can toward the guest. If the guest has not ordered a drink, be sure to serve tea. Place the teacup on the tray, place it gently on the table, and turn the handle of the teacup to the guest's right hand.

If the guest has not ordered a dish in advance, the service staff on duty should stand to the left of the guest of honor, bow and hand over the menu with both hands, and ask the guest to order. When ordering, you can appropriately recommend our famous dishes to good customers. The menu is usually handed to the guest of honor, the female guest or the elderly first. The names of the ordered dishes should be recorded accurately and quickly on the menu, in duplicate, with one given to the kitchen attendant and one to the cashier for payment.

When the meal is about to start, the waiter on the desk should take out the mouth cloth of the guest of honor and the host from the water mark and hand it to them. Starting from the first dish, the waiter on the desk should pour it for the guests. First glass of wine. The order of pouring and classifying wine is: male guest of honor, female guest of honor, starting from the left side of the main seat of honor, pouring wine one by one in a clockwise direction, and finally pouring the wine to the seat of honor. When the host or guest of honor is toasting or speaking, the waiter should stop all activities and stand in a suitable position. When pouring wine, hard liquor should be poured first, followed by fruit wine, beer, and soda drinks.

When service staff are pouring wine, serving dishes, and dividing dishes, they should put a clean napkin on their left arm for wiping off wine or drink drops, but they should not wipe their own hands. When pouring wine, you usually hold the bottle in your right hand and the cup in your left hand and slowly pour it in. Especially for beer, when you start pouring, you should put the bottle mouth in the center of the cup and pour it in quickly. While pouring, slowly move the bottle mouth toward the cup. side, and the pouring speed also changes from fast to slow to prevent the beer foam from rising and overflowing the cup. The best way to pour beer is generally 7 parts liquid and 2 parts foam.

4. Etiquette for food service personnel

Food service mainly refers to serving food, serving dishes, and replacing tableware.

(1) Serving, cold dishes are usually served on the table within ten minutes, and hot dishes are served on the table within twenty minutes. Food needs to be served quickly, especially for lunch. The staple food is placed by the waiter on the guest's left side with his right hand. The last course is soup, and tea is served after the meal.

When serving food, you should move gently and steadily, look in the right direction, place it smoothly, and do not knock over wine glasses, tableware, etc. There is also an art to serving food. The waiter should arrange the dishes in a coordinated pattern according to the different colors of the dishes. All fancy cold cuts, such as peacock, phoenix and other cold cuts, as well as whole chickens, ducks, and fish, should have their heads facing the guest of honor. After the food is served, the waiter takes a step back, stands firm and then announces the name of the dish.

(2) You must use a tray to serve dishes. Do not hold them directly with your hands. It is also not allowed to hold down the edge of the plate or insert your thumb into the plate. The posture of serving food should be both stable and beautiful. The specific requirement is to use five fingers and the palm of the hand to hold the dish. The tray should not go past the ears. The tray should not be too low. It is inelegant to have the edge of the tray too close to the ears and hair. You can use the other hand to support the food. holding the tray.

(3) The guest’s consent must be obtained before replacing tableware. Be careful not to knock over other new dishes or soups when replacing them. The replaced tableware should go out from the right side of the normal guest. If vegetable soup is accidentally spilled on a guest of the same sex, you can wipe it up yourself. If it is spilled on a guest of the opposite sex, you can only hand over a towel and apologize.

5. Etiquette for account service staff

Mainly includes etiquette when collecting money, paying bills, and transferring money.

When paying the bill, after sending the details of the guest's meal to the checkout counter, the checkout staff must accurately and quickly mark the unit price of the food and add up the total amount. After the total is completed, when the guest has finished his meal and tea, the waiter on duty will bring the bill to the guest on a tray. He should stand to the right behind the guest responsible for paying the bill, whisper the bill, and then put the money in his wallet. Put the tray in and send it back to the counter, and send the remaining balance to the customer who paid the bill, and explain it clearly.

If the customer transfers money when paying the bill, the customer must fill in the account number and sign. The counter service personnel usually sit at the counter and can wear two sleeves. The sitting posture should be elegant, comfortable, dignified and generous, with a smile on your face.

6. Etiquette for kitchen service staff

Before taking up the job, you must first clean up the working environment and personal hygiene. Kitchen counter hygiene mainly includes: kitchen counter, chopping board, knife, floor and wall hygiene. The kitchen counter must be clean, tidy and beautiful. Waiters must wash their hands thoroughly, comb their hair, tidy up their face, put on a work cap, white coat, and apron. The work clothes must be clean. When operating, be sure to develop good hygiene habits. For example, you are not allowed to wipe your face or sweat with your sleeves, you are not allowed to sneeze at the work site, and you are not allowed to smoke while operating, etc.

II. Grooming Standards

Employees must always be neat and clean, and should pay attention to the following points:

1. Hair

(1) Keep your hair clean and wash your hair frequently.

(2) The front hair should not cover the eyes, and the hairstyle should not be too exaggerated.

(3) The sides of male employees’ long hair cannot cover their ears.

(4) When female employees wear uniforms, their hair must be tied up and the hairpins must be black.

2. Nose

Pay attention to and trim nose hair regularly.

3. Beards

Male employees are not allowed to grow beards and must shave them every day.

4. Nails

(1) All nails should be short and clean.

(2) Female employees cannot wear brightly colored nail polish.

5. Jewelry

(1) Female employees are not allowed to wear hanging or exaggerated earrings.

(2) Necklaces cannot be exposed outside the uniform.

(3) Rings and bracelets of any texture cannot be worn to avoid affecting food hygiene.

6. Socks and shoes

(1) Socks must be black.

(2) Must wear work shoes or leather shoes issued by the hotel to work.

7. Name tag

You must wear a name tag to work.

8. Clothing

Must wear clean uniforms to work and be neatly dressed. A work cap must be worn when working. Must wear an apron and clean cloth.

3. Dining etiquette

Etiquette that restaurant waiters must abide by: The restaurant is a dining place for guests. Restaurant waiters must not only master business skills, but also abide by various etiquette in service. Make the guests not only full but also happy.

1. Greet the guests with a face, be natural and generous and greet them cordially: Hello, welcome! How many are there? If a man and a woman come together, greet the female guest first, then the male guest. Bin. We should take the initiative to take care of guests old, young and disabled.

2. Introduce guests to their seats according to their different situations.

If important guests come, they should be led to the best seats in the restaurant; when couples and couples are dining, they should be led to a quiet corner; when the whole family, relatives and friends are gathering, they should be led to the center of the restaurant; for seniors, Young and disabled guests should be placed in a location with easy access.

When arranging seats, try your best to meet the guests' requirements. If the seat is already occupied by a guest who arrived earlier, the waiter should apologize, ask for understanding, and recommend other seats that are more satisfactory to the guests.

3. When guests approach the table, the waiter should open the chair with both hands and invite the guests to sit down in the order of first the female guests, then the male guests, first the guest of honor and then the general guests; when the guests sit down with their knees bent, gently Gently push up the seat so that guests can sit properly and securely.

4. When guests serve tea, they must not touch the mouth of the teacup with their hands. Take the initiative to hand over menus respectfully and in a timely manner, and do not throw menus on the table haphazardly. Customers should wait patiently when ordering, do not rush, and allow guests time to think.

When ordering, take paper and pen to record at any time. If guests are hesitant, the waiter should be a good advisor and enthusiastically introduce the variety and characteristics of the dishes. You should pay attention to the art of language, be polite and tactful, and do not make reluctant or hard recommendations to avoid arousing resentment among guests. If the dish ordered by the guest is no longer available, politely apologize and ask for understanding.

If the dish ordered by the guest is not on the menu, do not refuse. You can say: Please allow me to discuss with the chef and try to meet your request. When guests order dishes, the waiter should smile and lean forward slightly with his upper body. He should not lean on the edge of the table or put his hands on the table. He should listen carefully and record accurately to avoid mistakes.

5. If there are children dining, small stools can be added to make it easier for them to sit.

6. If a guest accidentally drops the tableware, he should quickly replace it with clean tableware. Do not wipe it in front of the guests.

7. When calling a guest’s phone number, you should approach the guest and call it softly instead of shouting from a distance.

8. During work, you must always respond to guests’ calls and you must not leave your post or chat with others without permission.

9. Guests should pay attention to the procedures when pouring wine and serving food. When serving dishes, fingers should not touch the dishes. Each dish should be named and briefly introduced with its features. Do not spit when speaking. When pouring wine, your fingers should not touch the rim of the glass. The degree of pouring should be determined according to the type of wine. When pouring champagne or iced drinks, the bottle should be wrapped in a napkin to avoid dripping on guests.

10. Guests who smoke should take the initiative to light a fire. If a guest's belongings accidentally fall to the ground, they should take the initiative to help pick them up and hold them with both hands.

11. Guests should be treated equally, and business should be provided with considerate service regardless of its size. During the holidays, it is important to extend holiday greetings to every guest.

12. Clean up after all the guests have left. Do not do it too hastily.

13. When checking out, the bill should be placed in the tray and handed to the guest face down. After the guest pays the bill, thank them. After the guests get up, the waiter should open the seat and remind the guests not to forget their belongings. Help guests put on their coats and hats, and say a friendly farewell to them at the door of the restaurant: Goodbye and welcome to come again.

14. Restaurant waiters have to deal with food and tableware, so they must have strict requirements on their personal hygiene. Wear clean and tidy uniforms, bathe frequently, get haircuts, cut nails, shave beards, brush teeth, wash hands frequently, and do not wear jewelry, heavy makeup, or combed hair. Do not pick your ears, pick your teeth, pull your hair, yawn, or pick your nostrils in front of guests. If you have to sneeze or cough, you should turn your back, cover your mouth and nose with a handkerchief, and apologize to the guests. Do not eat foods with pungent smells before work.

IV. Body language

To be a good server, you must first become a good communicator. Waiters deal with guests all day long and are inseparable from communication at all times. In the service process, the most commonly used methods to communicate with guests are listening, speaking, writing and body language. Body language is body language. Each of your actions, eyes and facial expressions will affect whether every communication process between you and your guests is perfect.

Body language is also called visual communication, which accounts for 55% of the information in the communication process. It includes gaze, body posture, gestures, and facial expressions.

1. About eyes

Looking at the other party during communication is the most powerful way of body language communication. When you use eye contact during communication, you are actually saying that I am interested in you and I am paying attention to you. Eye contact is a sign of respect for the other person. On the other hand, when you avoid eye contact, it will generally be thought that you are not sure about yourself, are panicking, or don't care about them, etc., which will have a negative impact.

2. Regarding body posture

Slumped chest and listlessness are telling guests that you are tired, lack self-confidence or feel bored, which will leave a lasting impression on the guests. Bad impression affects the overall image of the hotel. The waiter's posture should be chic and confident, making him feel good about himself and confident 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 questions or support what you say. Gestures can add information and changes, and can reflect a person's self-cultivation and psychological quality. For example, the waiter fidgeting with his hair, biting his lips, etc. will make people feel that you are feeling unnatural or too casual, which will make the guests feel uncomfortable. Have doubts.

4. About facial expressions

Your facial expressions show your attitude to a large extent. Most people pay attention to each other's expressions when communicating. They can tell whether you are happy, worried, angry or confused from your facial expressions. Facial expressions are very natural, and dull facial expressions are hard to accept. Facial expressions don't always match your words, and when they do, people tend to trust your facial expressions rather than your words. It can be seen that facial expressions play an important role in the communication process.