There are many jobs in the hotel catering department, including employees' jobs and supervisors' jobs. For employees, please refer to the following: 1 The dress code for employees is "clean and tidy". Clean and tidy clothes reflect the mental outlook of employees and the strictness of hotel service. If they don't dress neatly, the image of the hotel will be damaged. 2. Comb your hair neatly, polish your shoes, wash your hands, and trim your nails neatly. Female employees; Wear light makeup, no heavy makeup, no jewels, and no jewelry. 3. Don't chat casually during working hours, don't walk trembling or straight, don't cross your hands on your chest or put them in your pockets, and do "walk lightly, talk lightly and act lightly" in service. 4. Treat people with courtesy and courtesy. Employees should smile and use polite language. Basic courtesy terms of floor service (service standard courtesy terms) 1. Welcome-"Hello, welcome!" 2. Pull up the chair and ask to be seated-"Sir/Miss, please sit down!" 3. Ask for tea at the dinner table-"What kind of tea do you like, sir/madam?" 4. Send napkins-"Please use towels, sir/madam." 5. Pour tea-"Please have tea, sir/madam." 6. Asking about drinks-"What would you like to drink, sir/madam?" 7. Pour wine-"Would you like some wine, sir/madam?" 8. Take away the teacup-"Sir/Miss, may I take away the teacup for you?" 9. Serve soup-"This is soup, please enjoy it." 10. Serve-"This is a dish, please enjoy it." 1 1. Replace the bone flap-"Sir/Miss, I'll change your bone flap." 12. Replace the saucer-"Excuse me, can I take this saucer away?" 13. Serve fruit-"This plate of fruit is a gift from our restaurant manager. This is a small gift from our restaurant. Please enjoy it. " 14. Tea after dinner-"Please use hot tea." 15. checkout-"who will pay the bill, please?" "Thanks for the 20% discount on N+ money", "Thanks for receiving N+ money" and "Thanks for getting back N+ money." 16. Fujian-"Thank you for coming, welcome to come again, goodbye!" In the operation, you need to make a gesture of "please"-pull the chair-open the seat-pour the tea-pour the wine-collect the teacup-put back the bone dish-change the ashtray-serve the soup-add the soup-serve the food. Welcome. How many people are there? "2. After taking the guests to their seats, please pull up a chair and sit down (and make an invitation gesture). Pass the menu to the guest with both hands and say, "Sir, this is our menu. "Then ask the guest:" Hello, what kind of tea would you like to drink? We have Pu 'er, scented tea and Tieguanyin. . . After the guests order tea, they should inform the waiter in the stands of their tea order. Requirements: Kind language, keep smiling, and make guests feel particularly respected. 3. The waiter stood guard at the responsible post, greeted the guests with a smiling face, helped the customers arrange the guests to sit down, bowed slightly and said, "Hello, sir/madam, welcome!" Pull the chair, please sit down. First, pull out the chair where the lady is sitting. When she sat down, she slowly brought the chair close to the dining table, said "Sir/Miss, please sit down", and made an invitation gesture to ask the customer's name. Note: A. Be good at observing and distinguishing who is the master. B. Don't force some guests who don't want to tell your last name. C. When the guest is confused about the name, we can explain it like this: "It is convenient for us to call you" or "When the guest asks about you, it is convenient for us to find it." D. During the whole process, the waiter should address the guests with their surnames. 5. Pass the towel to make tea. Pass the towel from the guest's right and say, "sir/madam * *, please use the towel." Then go and make tea. If you don't get any tea from the customer, the waiter will have to ask the customer himself. (For questions, see Article 2. ) requirements: tea should be served to the guest table with snacks and mustard sauce. The first cup of polite tea is poured from the right. Note: tea is required to be six minutes full, first lady, then man, first guest, then host, then clockwise, then mustard sauce and snacks. 6. Put down the towel and take off the chopsticks cover. Spread towel flowers on the plate, on the guest's legs or at the bottom of the plate. (Take off the chopsticks cover on the right side of the guest) 7. Sell drinks. After ordering, the clerk went up to him with a smile and asked, "Sir/Madam, do you need beer, drinks or juice?" Fortunately, we have * * juice, and the beer includes Jinwei beer and Tsingtao beer. "Note: Valuable wine can only be opened after being inspected by guests. There are two kinds of wine: white wine and white wine. Liquor must be frozen, but red wine does not have to be frozen. Do you need to add lemon, plum or sprite according to the guest's wishes? 8. Place an order. Drinks in duplicate, clearly fill in the station name, name, time, quantity and name, and then hand them over to the cashier for seal. Give the red one to the cashier and the white one to the bartender for drinks. 9. pour wine requirements. A. Serve drinks from the guest's right, stand slightly tilted and bend slightly. 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 wine is: first the guest, then the host, and then one by one clockwise. C. pour specifications: beer, soda water is eight minutes full, spicy wine is nine minutes full, and foreign wine is one p (one ounce). D. pour: pour beer and soda slowly along the glass, first pour mixed wine and then pour foreign wine. 10. Put the teacups away. After pouring the drinks for the guests, be sure to ask their opinions and take the cups off. If a cigarette end is found in the cigarette holder, put a clean cigarette holder on it, take it to the tray together and put it back in the clean cigarette holder. 1 1. Requirements for serving soup. After the dish comes on stage, open the lid, say the name of the dish and make a gesture of "please enjoy your meal". Note: After serving the first course, you need to distribute the towel for the second time to show cleanliness. When serving soup, it should be distributed to the guests, and each bowl should be uniform. Then, according to the order of women first and men later, take the initiative to bring each bowl of soup to the right of the guests. 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 one is not enough, we should ask the guests for advice as the case may be, and assign the least remaining dish on the dining table to the guests, or put it on another dish or remove it, and then take another dish. 12. patrol Taiwan Province. If more than two cigarette butts are found in the cigarette holder, they should be replaced immediately. Take away the empty plates and soup bowls. Take out the tableware from the lower tray, put away the tableware according to the designated lower tray, and replace the bone plate in time. When changing, you must be on the right side of the guest and make a gesture of please. If the guest is talking, he should remind the guest. 13. Add drinks at 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. 14. Remove plates and tableware. Please ask the guest's permission before withdrawing the offer (except empty offer). You should put away chopsticks and chopstick racks one by one on the right side of the guests, and then put away spoons, saucers and other tableware and wine glasses. Clean the countertop with a dirt clip. 15. Hot tea. Add tea leaves to the teapot that the guests used to drink, then add boiling water, change to another set of cups, and pour a cup of after-dinner tea for the guests. (When you find the guest's teapot uncovered at the patrol station, you should immediately add boiling water, and then pour tea for the guest. 16. Desserts and fruits are provided. Prepare clean dessert tableware before serving dessert, and distribute dessert to guests actively and evenly; Before serving fruit, according to the type of fruit, send bone plates, fruit forks, etc. Put the fruit on the guest's table and introduced: "* *, sir, this is from our restaurant manager. Please enjoy it." 17. Send a hot towel to check out. When paying the bill for the guest, you need to use the cashier's clip, open the cashier's clip on the guest's right and say, "Thank you, sir/madam." After receiving the change, guests should also say thank you. Pull up a chair to see the guests off, say "Enjoy, welcome next time" and other farewell words. 18. After the guests leave, check whether there are still burning cigarette butts and whether there are any left-over items; If burning cigarette butts are found, they should be extinguished in time; If you find anything left by the guests, you should call the supervisor immediately. 19. Take the tableware away. First of all, tidy up the chairs and keep the style of the restaurant. Collect napkins and seat towels first, and then collect cups, wine glasses and porcelain. 20. Clean up the site. Reorganize the environment and restore it to its original state. Training materials of Shenzhen Sanjiu Chengyuan Hotel-Tel 1 How to answer it. Answer it within three rings. All incoming calls must be answered within three rings. Only in this way can the working efficiency of the restaurant be fully reflected. After greeting, report to the unit and say hello again to avoid the trouble of confusing identity and dialing the wrong number. For example, "Hello, Chengyuan Hotel, what can I do for you?" Don't say anything yourself, just ask the other person "who are you, which company you work for, what can I do for him, etc." This is very impolite. It is also worth noting that the order of the first sentences of hello, reporting to the company and greeting should not be reversed or mistaken, which is polite and gives people a sense of intimacy. 2. Avoid using too casual language. Enthusiasm and rhetorical language are important factors for the success of telephone answering. We can compare our hearts. If you make a phone call, you will meet someone and ask him rudely, "Hello, who are you looking for?" Not here! "Click, hang up the phone. If you call him again to ask where he is, the other party will reply impatiently: "I don't know, didn't I tell you that he is not here?" "Why did you call again? Really annoying. " What's your mood at this moment? 3. Learn to listen. Don't interrupt the guest before he has finished. If you can't hear the other person clearly, repeat it so as not to misunderstand the meaning of the other person. For example, when a guest complains, patiently reply to the other person's words, pay great attention to tone and wording, be warm and friendly, and let the other person know that you care about him. 4. Cultivate the habit of taking notes. Telephone reservations and complaints of guests; Everything the boss tells you by phone should be recorded, reported and handed over at any time. 5. Remember the voices of old customers and bosses. In this way, guests and bosses will feel at ease to let you convey and implement it! 6. Speak in a calm tone and answer in a friendly voice. People will never forget the scene where Ying Zhou, the public relations manager, answered the phone many times in the TV series Miss Public Relations. After she picks up the phone, she always says in a very kind voice, "Hello, this is Ying Zhou from the public relations department". This kind and lively voice makes the other party feel comfortable and satisfied.