(a) take the initiative to its basic requirements:
Take the initiative to be a good guest consultant.
Take the initiative to serve and follow the procedure.
Actively meet the special needs of guests for dining.
(2) enthusiasm for its basic requirements:
1, as enthusiastic as strangers and acquaintances.
Locals are as enthusiastic as foreigners.
Domestic guests are as enthusiastic as foreign guests.
(3) Patience
1, be patient when answering questions.
2. Resolve conflicts patiently.
3. Be patient with the guests.
(4) consideration
The service language is thoughtful.
Good catering service.
Extraordinary and thoughtful service
Active, enthusiastic, patient and thoughtful service shows a restaurant waiter's lofty ideological realm and good professional ethics, and also reflects the restaurant waiter's superb service skills, which can also bring economic benefits to enterprises and improve their reputation. Therefore, restaurant waiters must attach great importance to it and constantly improve the reception service level. Second, the requirements for restaurant waiters (1) The hotel stipulates that light makeup should be worn when going to work.
1, a clean face is the key to leaving a first impression on the guests.
2, elegant makeup, wash and dress before going to work, especially the waitress to make up. Make-up should adhere to the principle of elegance and naturalness, and don't make up too much to make guests feel disgusted. Makeup is generally divided into four steps: cleansing, eyebrow makeup, facial makeup and lip makeup.
(2) Requirements of GFD:
Attendants must wear work clothes to work, and the requirements are as follows: neat, clean, straight and generous.
Wear a badge when wearing overalls, usually on the left chest.
Manner requirements are: standing, sitting, dignified and steady, natural and graceful, and all kinds of actions in service work should conform to the norms.
(3) Warm and thoughtful service
1, welcome to lead.
(1) Smile greetings-warm greetings, polite greetings (hello, welcome, etc. )
(2) active guidance-guide to the correct position
(3) Give your seat to the guests.
(4) Delivery menu
(5) pour tea and deliver water
Step 2 order food and drinks
Step 3 pass the menu
Step 4 provide drinks and food
5. Catering service
6, checkout, collection
7. seeing the guests off. Reception preparation "six knowledge and three understanding"
Restaurant waiters should have "six knowledge and three understanding" in the service preparation for receiving guests. Six knowledge: know the identity of the organizer, the guest of honor, the opening time and dining standard, the number and number of tables, the flavor and characteristics of the restaurant operation, and the varieties and prices of dishes and drinks served that day; Understanding: Understand the customs, life taboos and special needs of the guests.
Before opening, do a good job of cleaning, clean and wipe the floor, doors, windows and lamps of the restaurant, clean the tables and chairs and put them in order.
Articles prepared for eating, such as various tableware, wine sets, tea sets, condiments, trays, bottle openers, menus, a la carte menus, wine lists, tablecloths, napkins, small towels, etc. Check the service site, arrange tables and chairs, mark the table number on the dining table, and place the designated items.
Chinese food reception service preparation
Restaurants usually have breakfast, lunch, dinner and dinner. The dining room is equipped with dining tables of different sizes to meet the needs of different numbers of guests, and can eat on demand or by appointment. Restaurants sometimes keep receiving guests. As soon as the first group of guests finished eating and cleared the table, they received the second group of guests, which led to "turning over the table" (a professional term in the catering industry).
1, prepare before meals
Before the restaurant opens, the waiter will stand guard, and the restaurant manager will hold a regular meeting to allocate and arrange the work for the day. According to the service procedure, make good preparations before meals, which is the beginning of good service.
2. Environmental preparation.
One is the ground light. Sweep the floor, wipe the floor, wax or vacuum.
Second, we should be surrounded by light. Wipe the door and window glass, stair handrails, brush off the dust of walls, treasures, cloakrooms, decorations, etc.
Third, the tables and chairs should be clean. There is no greasy or stagnant water on the desktop, and the legs of the table, the back of the chair and the legs of the chair are wiped clean. Check whether there is looseness or damage, and repair it in time if there is.
Fourth, clean the workbench. The workbench should be dry, clean and free of dust and oil. The whole restaurant is bright and clean, neat and bright.
Fifth, we should adjust the indoor lighting.
Sixth, we should set up indoor screens and decorations.
Seventh, do a good job in beautifying shops for holidays and wedding banquets as needed.
3. Preparation of the article
1) Tableware and supplies preparation. According to the type of restaurant, the required tableware and utensils should be disinfected and stacked in the pantry or dining table.
The required tableware includes: dinner plate, tasting plate, small soup bowl, small spoon, chopsticks and so on. Necessary uses include: tablecloth, napkin, small towel, vase, seasoning jar, toothpick holder, ashtray, ice bucket, wash basin, etc. Drinking utensils required: water cups, wine glasses, strong wine glasses, etc.
2) Preparation of service supplies. Such as various trays, bottle opening tools, napkins, toothpicks, etc.
3) Preparation of drinks. Prepare drinks, tea, boiled water, ice cubes, etc.
4) Prepare the menu for the day. Be familiar with the menu, variety, price, main ingredients and auxiliary materials of the day before opening. It is necessary to know the new varieties promoted that day and the varieties that are not available due to seasonal changes.
5) psychological preparation. In the reception service, restaurant waiters should be psychologically prepared to entertain various situations. As the saying goes, as soon as the store door opened, guests from all directions came. There are all kinds of people who come to the restaurant to eat. Because their age, occupation, identity, region, gender and nationality are different, the purpose, standards and requirements of dining are also different. Restaurant waiters should be able to look at all directions, listen to all directions, pay attention everywhere, be careful at all times, be careful in everything, and be good at observing and judging customers' eyes, expressions, manners and actions.
6) Appearance and appearance preparation. The general requirement of restaurant waiters for appearance is dignified and elegant. The appearance is solemn and generous, giving people a cordial and reliable impression. Instrument requirements are moderate, beautiful, radiant and refreshing. Waiters in women's restaurants should wear light clothes, and all kinds of decorations are generally unnecessary, so they can be simply used.
Restaurant waiters should be energetic, attentive, smiling, elegant, dignified and natural. Check whether you meet the requirements in front of the mirror before you go to work. Be prepared before opening in the best mental state. Fourth, napkin folding napkin folding is one of the preparations before meals. The main job is that the restaurant waiter folds napkins into various patterns, inserts them into glasses or cups, or puts them on plates for guests to use when eating.
(A) the role of napkins
Napkins, also known as mouth cloth, are a kind of sanitary products in restaurants and an art of decorating and beautifying the dining table. The main functions of napkins are as follows.
1, napkins are sanitary products in catering services.
When a guest has a meal, the waiter puts the napkin on the guest's leg or chest. Napkins can be used to wipe your mouth and prevent soup and wine from staining your clothes.
2, napkins can decorate and beautify the dining table.
Different napkin flower shapes contain different banquet themes. Placing napkin flowers with different shapes on the dining table not only beautifies the dining table, but also adds a solemn and warm atmosphere, giving people beautiful enjoyment.
3, napkin flower shape can set off the dining atmosphere.
If the napkin is folded into the shape of a flower such as a magpie and a dove of peace, it will be cheerful, peaceful and friendly, giving people a sincere feeling. If you give the newlyweds a Qi Fei-style flower shape, you can express your best wishes for a long-term and harmonious relationship.
4, napkin flower-shaped placement can mark the seat of the guest of honor.
When folding napkin flowers, you should choose the flower shape of the guest of honor, and the height of the host's flower shape should be higher than other flower shapes to show honor.
(2) Precautions for napkin folding
Hand washing and disinfection before operation.
Operate in a clean tray or plate.
You are not allowed to bite with your mouth during the operation.
When putting flowers into the cup, pay attention to hygiene, fingers are not allowed to touch the mouth of the cup, and fingerprints are not allowed to remain on the cup.
The folded napkin should be placed at 2/3 of the height of the cup. V. Use of Tray Tray is one of the commonly used tools for restaurant waiters to pass items to guests during the meal, so restaurant waiters must understand the types, specifications and knowledge of tray use.
I. Use of end supports and pallets
There are two kinds of pallet service, one is bare-handed end support and the other is pallet end support.
1. In the unarmed restaurant service, it is often necessary for the service personnel to deliver the items or food needed by the guests directly to the guests by hand. When using gold and silver utensils to send dishes directly to the table, they are often served by hand. Because gold and silver utensils and articles are expensive, the method of holding them with both hands should be adopted when supporting them.
2. Pallet end support Pallet end support service According to different end support projects, pallets have different uses. There are two methods for end support, one is light support, and the other is heavy support.
(1) Light support, also called chest support, is suitable for supporting small and light articles. The operation of light protection service requires high technology, because the supported items are light, and the tray is easy to float during the end protection operation, which makes the end protection difficult to stabilize. Therefore, the preparation work in the operation of light care service is very important.
(2) Re-bracing, also known as shoulder bracing, refers to the end support of large and heavy articles. Restaurant waiters should have certain arm strength and skills.
(3) No matter the weight, there are three steps: sorting, loading and tray.
Sorting is to choose the right tray according to what you take.
Loading is to carry out reasonable loading and stacking according to the shape, size and order of the items taken out. This is the key link of end support.
Tray is to hold the tray end of various items in the palm of your left hand for guests to operate and serve.
Every step should be done according to the hygiene requirements in the service specification: the tray should be cleaned and disinfected before sorting, and the hands of operators should be disinfected before sorting, loading and serving to avoid food pollution. 6. Table setting service is the process of putting all kinds of tableware on the dining table. According to the type of menu, table layout is divided into Chinese table layout and western table layout.
First, Chinese food has been decided.
Tableware usually placed on Chinese dining tables, including bone plates (eating plates): spoon pads, porcelain spoons: chopsticks racks, chopsticks, various Chinese wine glasses, toothpick cups, ashtrays, etc.
1. Table setting requirements and standards
(1) Wash and disinfect your hands before setting the stage, and check whether the required meals and drinking utensils are complete. Broken meals and drinking utensils are not allowed.
(2) the standard table wine utensils should be relatively concentrated, and all kinds of table wine utensils should be complete; When placed, the distance is equal. Patterns and patterns should be aligned and unified, in line with norms and standards; Be clean and artistic; It is not only convenient for guests to use, but also convenient for service personnel to serve.
2, meals, wine utensils placement rules
(1) Swing bone plate. Put the tableware in a tray with napkins (the tray should be non-slip or padded with napkins), the tray is on the left hand side and the tray is on the right hand side. Place them clockwise from the home position. The distance between vegetables is equal, and the distance between vegetables is lcm. The bone plates of the main position and the auxiliary position should be placed in the center of the convex line of the tablecloth.
(2) spoon pad and porcelain spoon. The spoon pad is placed in front of the bone plate. The edge of the spoon pad is 1cm away from the pelvis, and the center of the spoon pad is placed on the centerline of the pelvis. The porcelain spoon is placed in the center of the spoon pad with the handle facing right.
(3) set the wine. The glass column of the wine glass should be in the center of the bonesetting plate, and the bottom support of the wine glass should be1cm away from the spoon pad; The white wine glass is placed on the right side of the grape wine glass, and the distance between the cup mouth and the cup mouth is lcm. The style of this wine set should suit the guests. When placing, the wine glasses should be buckled in the tray. When operating, hold the glass holder with your hand, and don't touch the glass mouth.
(4) Put chopsticks racks and chopsticks. The chopstick holder should be placed on the right side of the bone plate, consistent with the horizontal center line of the spoon pad, and pay attention to the shape and pattern. If it is animal-shaped, the head should be placed on the left. Chopsticks should be placed on the chopstick rack with their patterns or characters facing upwards (so should the chopstick cover). The end of chopsticks should be far away from the lcm near the dining table, and the body should be 1cm away from the end of the spoon handle.
(5) Place public dishes, public spoons and public chopsticks. Public dishes should be placed in front of the main and deputy host seats, 2 cm away from the bottom of the glass. Ordinary spoons are placed on the side near the center of the table, and ordinary chopsticks are placed on the side near the table. The spoon handle faces left and the chopsticks handle faces right, forming a symmetrical shape. The distance between spoon and chopsticks is 1cm, and chopsticks are equal to the two ends of ordinary dishes. Two sets of public tableware are placed below 10, four sets are placed above 12, and the other two sets are placed at both ends of the cross line of the tablecloth in a cross shape. If there are few guests and the dining table is small, you can put public chopsticks racks and chopsticks in front of the tableware in the main and deputy host positions.
(6) Put a toothpick cup. The toothpick cup should be placed on the right side of the common dish, the right side should not exceed the end of the chopstick handle, and the front side should not exceed the tangent line outside the dish edge.
(7) Place cups and napkins. Insert the folded napkin into the glass and put it on the left side of the glass. The centers of the three groups of cups should be horizontally in a straight line, and the upper mouth of the cup should be 1cm away from the upper mouth of the cup. Face the viewing of the folded napkin to the customer.
(8) Put away the ashtray. Starting from the right side of the host's seat, put one in every two seats. The front end of the ashtray should be on the tangent line of the water cup, and the smoke holes should face the guests on both sides.
(9) pour the wine. When pouring wine, from the first guest of honor, pour red wine first, then white wine, and the wine must be poured to the full glass.
(10) set a match. Matches should be placed in the ashtray near the center of the table, with the lid of the matchbox facing up and the phosphorus of the matches facing the side of the table.
Table-setting effect requirements: all kinds of tableware and utensils on the countertop should be placed neatly and uniformly, with reasonable and beautiful layout, even spacing, accurate placement position, aligned patterns and patterns, and clean and undamaged countertop utensils. Seven, pouring service to pour drinks or drinks for customers is one of the important work contents of restaurant waiters. When the waiter pours wine for the customer, the pouring operation should be correct, rapid, beautiful and standardized, which will leave a good impression on the customer. The skilled pouring technology and warm and thoughtful service of restaurant waiters will give spiritual enjoyment and satisfaction to the customers attending the banquet, and at the same time add a warm and friendly banquet atmosphere. Therefore, the operation technology of pouring service not only requires the service provider to have extensive wine knowledge and service technology, but also needs to have considerable cultural knowledge and performance talent.
First of all, the posture of holding the bottle
The correct posture of holding the bottle should be: open the right thumb, put the other four fingers together and palm.
Stick it in the middle of the bottle, which is the other side of the bottle trademark. When holding the bottle, hold the bottle evenly in your hand with your fingers. Using this method of holding the bottle can avoid the shaking of the wine and prevent the hands from shaking when pouring the wine. Be flexible and skillful when pouring wine.
Second, the wine service station
When serving wine, the waiter should stand behind the guest's right side. The standard standing posture is: the waiter's right leg is in front, inserted between the seats of two guests, the sole of his foot is on the ground, his left leg is behind, and his left toe is on the ground, so that his body leans slightly to the right. The waiter faces the customer, holding the bottle in his right hand and pouring the wine to the customer's right side in turn. Change every time you pour a glass of wine.
Position, to advance and retreat in an orderly manner, at this time, first make the left palm fall to the ground, and then the right leg retreats to align with the left leg to restore the body to its original state. When pouring wine again, the right foot moves forward, the left foot follows one step, and the right foot spans one step, forming a regular advance and retreat, making the whole pouring service process look natural and unrestrained. Restaurant waiters are forbidden to stick their bodies on customers when serving wine, or
In the seat, but not too far away, and don't pour wine for two customers at the same time, that is to say, you can't pour wine backhand.
After pouring wine (drink), your body should quickly return to an upright position. When pouring wine (beverage), it is forbidden to bend over, probe, stand upright or lean back.
Third, the standard of wine service.
Because of the different types of wine, the method, order and standard of pouring wine are also different.
1, casting method
The posture, standing posture and walking posture of the pouring service are very regular. At the same time, the method, timing and way of pouring wine also need to be flexible.
There are generally two ways to pour wine: one is tray pouring, that is, the drinks selected by customers are placed in the tray, and the waiter in the restaurant pours them with his left hand and his right hand, and then the required drinks are poured into the cups in turn according to the needs of customers. This pouring method is convenient for customers to choose. The other is to pour the wine by hand, that is, holding the towel cloth in the left hand and the wine bottle in the right hand, and pouring the wine into the customer's cup in turn according to the customer's needs. '
2. Pour wine.
There are two basic ways to pour wine: one is called table pour and the other is called holding pour.
Inverting the table refers to putting the customer's glass on the dining table, and the restaurant waiter pours the wine into the glass with a bottle.
When serving wine, the waiter stands behind the customer's right side, holding the bottle in his right hand and the glass in his left hand. After filling the wine, he went to the customer's left and put the glass with the wine back in its original position.
Pour standard
The standard of pouring wine depends on the kind of wine. At the same time, the cups used for drinking all kinds of wine are different, and the standards for pouring wine are different.
At the banquet, customers choose a variety of wines, and different wines have different colors, drinking quantities and drinking utensils.
The common standard of pouring wine in Chinese food is: white wine, red wine and yellow wine should be poured into the cup to be eight minutes full. When pouring the first beer for each customer, the wine should slide into the glass along the wall, 80% wine and 20% foam.
When pouring all kinds of long drinks, whether Chinese food or western food, the standard of pouring is eight points full.
However, in actual service, due to different banquet specifications, different clients, different national customs and habits, different nationalities, the order of pouring wine should be flexible and diverse. When serving customers in Asia, if the guest of honor is male, we should serve the male guests first, and then the female guests. For the host and other guests, wine can be served clockwise around the table in turn, or at the request of the guests, wine can be served for the guests first and then for the host, which further reflects the host's respect for the guests.
4, pour wine safely
When pouring wine, the service personnel should ensure the safety of pouring wine, which is the embodiment of the banquet service level. For example, the wine should be smooth and steady, and it can't be poured or spilled; Don't drip or spill the wine during pouring. Remember to drop wine on guests or clothes. Eight, serving a, serving procedures
The procedure of Chinese food at a general banquet is: the first course is cold, the second course is main course, the third course is hot (in large quantities), the fourth course is soup, the fifth course is beet (with snacks), and finally fruit is served.
Second, serve the rules.
The rules for serving Chinese food at a banquet are: first cold, then hot, first dish, then order, first salty, then sweet, first fried, then burned, first light, then fat, first high quality, then average.
If the guests have special requirements for serving, they should be flexible.
Third, serve posture and action
Restaurant waiters should choose the right place when serving food for guests. Generally speaking, serving food at a Chinese banquet is a choice between an escort and a minor guest, and always stays in the same position. When serving, the waiter will bring the dishes in the tray to the table, hold the tray with his left hand, put his right leg in front, stand between the chairs of two guests, put his left leg behind, and then serve the food horizontally with his right hand and serve it on the table.
On the stage, serve with vegetarian dishes and colors, then turn clockwise and turn to the host and guest for tasting. When the next dish is served, put the new dish in front of the host and guests, and take the rest of the dish away at any time, but not too much. Adjust the dishes in time, pay attention to the spacing between plates, and keep the desktop clean and beautiful.
Fourth, the safety requirements
Restaurant waiters should ensure safe operation during dinner service. When serving all kinds of dishes, you should be smooth and steady, and you should take it lightly. It is forbidden to "push" and make noise when serving, and attention should be paid to the cleanliness of the bottom and edge of the dish. Nine. Changing tableware in banquet service, it is an important job for restaurant waiters to change dishes and tableware in time. Restaurant waiters should prepare enough needed items before the banquet, and pay attention to the timing, frequency and method of replacement.
First, replace the pelvis.
When replacing the pelvis, you should hold the tray with your left hand and replace it with your right hand, starting from the first guest of honor and proceeding clockwise.
The correct way to replace the bone plate is to place a clean bone plate from the right side of the guest, and then take out the used bone plate from the left side of the guest. When replacing bone plates, it should be noted that used bone plates and clean bone plates should be strictly separated to prevent cross-contamination. If the guest has not finished the previous dish and comes up with a new dish, you can put a clean bone dish in front of the guest first, and then take the previous bone dish away after the guest has finished eating.
Second, change the soup bowl and spoon.
At the banquet, after the soup bowl and spoon are filled with soup, some soup will inevitably remain in the bowl. After the second soup, clean soup bowls and spoons need to be replaced.
Third, change the wine set
During the banquet, if the guests propose to change drinks, they should change the wine utensils in time.
When the foreign matter in the soup spills into the glass, the wine container should be replaced in time.
When changing the wine set, start from the right side of the guest and put the wine set in the correct position clockwise. During operation, the glasses must not collide with each other to avoid noise disturbing the guests.
Fourth, replace the ashtray.
During the banquet, restaurant waiters should always pay attention to the use of ashtrays. When replacing the ashtray, you should pay attention to cover the clean ashtray on the used ashtray first, remove the two ashtrays together, and then put the clean ashtray on the desktop to avoid flying ash when replacing the ashtray, which is harmful to health. When replacing the ashtray, tray operation is also needed.
Verb (abbreviation for verb) Steps to withdraw troops from Taiwan Province.
Retreat cloth
Take back the wine set
Take away the tableware
Withdraw other objects
Remove the tablecloth