1. Basic requirements of politeness: ① Speak respectfully and have a steady attitude; ② Speak politely, concisely and clearly; ③ Speak euphemistically and enthusiastically; (4) Pay attention to the art of language when speaking, and strive to be graceful and euphemistic; ⑤ Pay attention to manners and expressions when talking with guests.

2.' three lightness': walking lightly, speaking lightly and operating lightly.

Three don't care': don't care about the beautiful language of the guests; Regardless of the impatient attitude of the guests; Ignoring the unreasonable demands of individual guests.

Four diligence': oral diligence, eye diligence, leg diligence and hand diligence (brain diligence).

Four don't talk': don't swear; Do not swear; Don't speak sarcastically; No service.

Five tones': greet guests when they come, answer questions when they ask, apologize when they make mistakes, thank them when they get help, and send them away when they leave.

Six polite expressions: greetings, entreaties, apologies, thanks, honorifics and farewell.

Eleven polite expressions: please, hello, thank you, sorry, goodbye.

Four service taboos: contempt, negation, contradiction and irritability.

3. Honorary service

Basic requirements: ① pleasant and clear language tone; ② The language content is accurate and substantial; 3 sincere and cordial tone; ④ Speak Mandarin well; ⑤ Language expression is just the opposite of benefit.

4. Basic terminology

1) Basic Terms of Service

When guests come to the restaurant, the welcoming staff use "welcome", "welcome" and "hello".

(2)' Thank you' and' Thank you' are used when guests bring convenience to the work of waiters.

(3)' Please wait a moment' or' Please wait a moment' is used to indicate that we can't provide services to our guests immediately, and we are sincere and responsible.

(4)' Please wait' or' Please wait' are used to apologize for disturbing or causing inconvenience to guests.

⑤' Thank you for waiting', and warmly apologize to the waiting guests.

⑥' I'm sorry' or' I'm very sorry' is used to sincerely and politely express the trouble or inconvenience caused to the guests.

⑦ When the guests leave, they express their enthusiasm and sincerity with "Goodbye", "Take your time" and "Welcome next time".

2) Terms of daily service

(1) When guests enter the restaurant.

Good morning, sir (miss). How many people do you have?

A: This way, please.

A: Please follow me.

Please sit down.

Just a moment, please. I'll arrange it for you right away.

Just a moment, please. Your table will be ready soon.

Please have a look at the menu first (please order cold dishes first)

Would you like to sit here, sir (miss)?

Excuse me, would you like to share a table with that gentleman?

Excuse me, are there any vacancies here?

Excuse me, may I use this chair?

(2) when ordering food for guests.

Excuse me, sir (madam). May I take your order now?

What kind of drinks do you like? we have ...

What kind of wine would you like to use?

-Do you like it? ...

Are you interested in tasting today's special?

Do you prefer tea or noodle soup?

Do you like sweets? How about a fruit salad?

Excuse me, what else do you need? We have fresh and delicious cold dishes here.

Sorry, this dish needs a timely time. Would you please wait a little longer?

Sorry, this dish has just been sold out.

Ok, I'll contact the chef and it will satisfy you.

If you don't mind, I recommend ...

You are in a hurry, aren't you? Then I recommend these fast foods to you.

(3) when serving guests.

-Can I serve you hot food now?

Excuse me, please make way.

I am sorry to have kept you waiting. This dish is ...

I am sorry to have kept you waiting.

Sorry, I made a mistake about your dish.

A: I'm terribly sorry. We'll do it again for you right away.

Here is your order, sir.

(4) When entertaining guests.

Sir (miss), all your orders are here. Please enjoy yourself.

A: What else would you like to drink?

Do you have enough food?

Sorry, I'll tell you as soon as I ask.

-Are you XX, sir? Your phone.

Miss, I'm sorry to bother you. May I clean the table?

Thank you for your cooperation.

Thank you for your help.

⑤ Check out after dinner.

Your bill, sir.

Sorry, please pay in cash.

A: Please pay XX yuan. Thank you.

Here is your change and receipt, sir (miss). Please keep it. Thank you.

I hope you can give us your valuable comments on the dishes here.

Thank you very much for your advice.

Thank you very much for your warm advice.

Thank you. Welcome to visit again.

Goodbye and welcome again.

Polite service terms should pay attention to the following points when serving guests:

(1) When three or more people talk, they should use a language that they can understand each other;

(2) Don't imitate others' language, tone and dialogue;

(3) Don't get together to chat, talk loudly, laugh loudly and make noise loudly;

(5) Do not refute, satirize or dig at the guests under any pretext;

(6) Don't tell excessive jokes;

(7) Do not use foul language, contemptuous and insulting language;

(8) Don't quarrel, quarrel, and talk loudly;

(9) Do not use any language that is detrimental to the image of the hotel.

Language should be artistic and improvisational.

We often encounter some nervous or embarrassing scenes in our service, so we should improvise and compliment with clever language to ease our nervousness.

Case 1:

At 2: 23 pm on February 15, a guest was waiting for someone in the lobby bar of Guangzhou Building (Mr. Hu), but it was a guest who was late. Although the environment in the lobby bar is elegant and warm, Mr. Hu is a little restless. After all, the success of this business is related to the rise and fall of the company.

Sir, would you please put your feet down? Xiao Lin, the waiter, gently reminded me while adding boiling water. Mr. Hu realized that he inadvertently put his foot on the opposite chair and waved it, which attracted other guests to watch frequently. The impatience of waiting made Mr. Hu extremely angry. Without thinking, he stared at the waiter angrily and said word for word, "I won't let go." What can you do with me? "

After a moment's silence, the waiter smiled: "Sir, it's funny that you ask me such a question. I think you are very quality. " Say that finish, she smiled and turned to leave, never looking back. Later, when Mr. Hu bent down to borrow ash, he put his feet down.

As can be seen from the above cases, the waiter Xiao Li first eased the tense atmosphere with just the right clever compliment, and then left in time to give the guests a step, so that the guests who originally wanted to lose their temper eased down and felt embarrassed to do that again. Finally, put your feet down. Xiao Li's language art and improvisation not only maintain the lobby image and service image of the hotel, but also leave enough face for the guests. How important language art and adaptability are in hotel service.

The way of language communication

As service personnel, we face different guests and groups with different personalities, different moods and different expectations every day. Therefore, we should not only have personalized expression and communication, but also master many expressions and skills to serve our guests. At the same time, as a waiter, we should also understand the guests' hobbies through communication. The communication methods of hotel service communication mainly include audio language, written language and silent communication.

1, audio language communication

(1) language, when you communicate in language, you can achieve different effects by using this tone or another expression of the same sentence. And in the hotel service exchange, the language is quite rich. We should pay attention to the use of polite expressions.

(2) Tone and intonation. In the process of serving guests, we should pay attention to our tone and intonation. The tone should be elegant, kind and appropriate. Don't be too high or too low, so as to better serve the guests.

2. Written language communication

Written language communication is also very common in the service industry. It is often through written language communication that we can know whether the guests are satisfied with our service. At the same time, you can also spread the culture and characteristics of the hotel through written language.

3. Silent language communication

In hotel service communication, we not only rely on oral communication and written communication to convey our thoughts and feelings. Is to combine silent language communication (expressions, gestures). Serve the guests through these three languages. Only in this way can we do our best and make our guests satisfied with our service.

(1) emoji, which is a way to communicate from facial expressions. He is a silent language, but he is more colorful and expressive than oral communication and plays an important role in transmitting information. Such as; When serving guests, we should pay attention to our expressions and smiles.

(2) Sign language and appropriate gestures when speaking. In Kan Kan's narration, using infectious and convincing gestures can play a role in rendering the atmosphere, attracting the attention of listeners, making the words more vivid and enhancing the expressive force of audio language. Sometimes in some cases, gestures can also reflect people's inner thoughts and attitudes towards others, and enthusiasm and reluctance can be clearly reflected in gestures. In the service industry, sometimes silent language communication can also play the role of "silence is better than sound".

But when we are serving our guests, we should use infectious and convincing gestures and expressions (smiles) combined with language communication to serve our guests. This will enable us to serve every guest better. To improve our service quality and reputation.

Every service personnel should master polite and standardized service terms. Polite and standardized service terms are very important in hotels. He is the core of hotel service quality and an important factor for hotels to win customers.

Paul fussell, a famous American professor, once famously said, "Language can best express a person. I can understand you as soon as you speak. " "How a person speaks and what he says, of course, shows his taste without exception."

The biggest evil consequence of using service taboo is that it often hurts people. This kind of harm is mutual, which not only hurts the service object, but also hurts its own image. There are mainly the following four categories: 1. Disrespectful language.

You must never say "old guy", "old thing", "old waste" or "old waste" when talking to older customers. Even if it is not necessarily the other party, the other party must be disgusted. It is also inappropriate to call the old man "old man" or "old woman".

When talking with patients, try not to mention words such as "sick ghost", "sick number" and "sick seedling". There is no special reason, and don't mention whether you are healthy or not. It should be understood that the vast majority of patients are afraid of illness and doctors.

Never use the word "disabled" in the face of disabled people. Some expressions that don't respect the disabled, such as "fool", "idiot", "dwarf" and "blind people are still proud when they are thin? Print me print me print me print me print me print me print me print me print me print me print me print me print? Send ash to shrug your coat? Br> When you are in contact with people with unsatisfactory figure, don't speak out what you are most dissatisfied with, such as the "fat" of your partner and the "short" of short people.

2. Unfriendly language In any case, service personnel are absolutely not allowed to use unfriendly or even hostile language to customers. Only people who have the wrong position or can't do a good job will do that.

When the customer asks the service personnel to provide services for him, the latter must not ask in a contemptuous tone, "Can you afford it?" "Is this for someone like you?"

When the customer said that he didn't like the goods and services recommended by the service staff, or after some selection, he felt dissatisfied and was ready to turn around and leave, the latter whispered behind the former, "What are you doing without money?" "What do you pretend to be rich?" "You are poor at first sight" and so on are unfriendly words and deeds.

There are even some service personnel who say paradoxically: "Who is afraid of who? I don't want to wait on people like you yet. ""What are you? " "Look at your virtue", "This is my attitude", "I can tell you where I want to go", "I will accompany you to the end" and so on.

3. impatient words

In order to do their job well and improve service quality, service personnel should show enthusiasm and patience when receiving customers. If the result is not satisfactory, no matter what your original intention is, you are not allowed to answer "I don't know" or "I haven't heard of it".

When a customer asks about the specific service price, he can't tell the other party: "Isn't it written on it?" "Open your eyes and see for yourself!" "No eyes?"

When customers ask for service or help, they should not tell each other: "What's the hurry", "Find someone else", "What's interesting", "It's none of my business", "Wait honestly" or "What's the noise", or talk to themselves "I'm exhausted" or "bored to death".

4. You're welcome

Service personnel must say a lot of polite words in their work, but they must never say rude words.

When discouraging customers from touching, you can't say anything: "be honest", "tamper with things" and "compensate if it is broken".

When customers need to pay change, or have no change, it is extremely inappropriate to directly ask the other party to "bring change" or tell the other party that they have no change.

Indicating function

Avoid imperative. For example, guests can't wait to go into the kitchen to make vegetables. If you go out, sir, you can't go into the kitchen! This imperative tone will make guests feel embarrassed and unhappy. If you say, sir, if there is anything I can do for you, please sit down. I'll come in a moment. It may be much better. At the same time, the tone should be magnetic, the eyes should be soft or accompanied by gestures, which will be more approachable.

thank you

When guests praise, help or comment, they should use words of thanks. They should be clear and frank. Sometimes, the dining guests' opinions on some dishes and services are not necessarily right. At this time, some waiters like to argue, which is wrong. The correct way is to answer: OK, thank you for your kindness. Or: Thanks for reminding me. A guest accidentally dropped his chopsticks while eating in a restaurant. Guests are not particular about it, so they pick up chopsticks and wipe them twice before they are ready to use them. At this time, the service girl at the service desk is quick-witted and quick-eyed, and immediately handed clean chopsticks and said, I'm sorry, please use this pair, thank you for your cooperation! The guests were very moved. Before leaving, he went to the lobby manager and praised the waiter: "Your young lady responded quickly and helped me. Thank you. She is really well trained. I hope the restaurant will give me a reward. "

Remind an apology

This is an important part of service language. If used well, guests will feel respected and have a good impression on the restaurant at any time. At the same time, it is necessary to remind you to apologize. Without this program, problems will often occur in the service. To deal with this language, it is required to do the following: take reminding apologies as a mantra and a necessary procedure, and be sincere and proactive. For example, as we all know, once, in a hot pot restaurant, a guest was rinsing his hairy belly. At this time, the waiter added soup to the pot without saying hello. After adding the soup, the temperature drops, and the hairy belly naturally cannot reach the proper temperature. The angry guest blew his beard and stared, saying, why don't you say hello? Can't you see I'm ironing my belly? The author has had the same experience: my in-laws are good at drinking white wine. When I come to Chengdu from Anhui, I always treat them with a large glass of good wine. Once, I accompanied my in-laws to a famous restaurant for dinner. Because most of us don't drink, I ordered chrysanthemum tea and a bottle of Wuliangye for my in-laws. Because the glass in the dining room was too small to catch up with my in-laws' mouths, I poured out chrysanthemum tea in front of my in-laws and poured it for him. The waiter came to pour the tea, and she quickly poured the tea into her in-laws' cups without saying hello. The service was quick, but Wuliangye was ruined. If you had warned me in advance, it wouldn't have happened. The correct way is to say "I'm sorry! Here you are ... okay? Of course, you don't have to say "sorry" to every guest at the table, but you must apologize when serving the guest of honor or the first guest. You can use gestures in reverse in the future.

Farewell message

Loud voice, lingering sound, nodding or bowing. In a word, the language and ceremony of saying goodbye to guests should not be made into an emotionless formula. Farewell words should be lingering and leave good memories for guests. For example, goodbye, sir, and have a safe trip. I hope to see you in the restaurant. Please go, sir.

Marketing language

Sales promotion is an art, which can promote the consumption of guests very well, which requires the waiter to study and ponder for a long time. First of all, we should use more multiple-choice questions and less special questions. There are great risks in using special questions, and at least 50% of them may be rejected. For example, the waiter asks "Do you want rice", "Do you want vegetables" and "Do you want white wine", which is very bad. As long as there is one guest. The promotion will fail. If you use multiple-choice questions, the effect may be very different. For example, if a table of guests comes, including a gentleman, a lady and a child, you can start with the child, "Would the child like some sprite or coke?" Maybe children will have a choice when adults are unprepared. Adults will accommodate their children, and after the children's drinks are determined, they can immediately turn to the lady. "Excuse me, madam, do you want red bull, ginkgo porridge or yogurt? These are fashionable nutritious drinks, and they all have good beauty and health care functions. " This lady may happily choose one. The children and his wife both chose it, and the husband and his friends got bold, so they turned to the man and asked, "Would you like some white wine or beer, sir?" But drinking red wine is also very fashionable now. "The type of wine is determined, and then you can continue to choose the specific brand. With this kind of sales promotion skill, the chances of success can be improved a lot .. and the single demand of customers can be guided to diversified choices. Many guests are familiar with it according to their own habits. In fact, they don't know the characteristics and new dishes of the restaurant. If the waiter simply says no, the guests will be disappointed and lose their desire to spend. At this time, waiters should seize the opportunity to introduce their own dishes or specialties and guide their diversified needs, which will have better results. Like a guest. But today's eight-treasure porridge has been sold out, and now there are watermelon porridge, corn porridge, black rice porridge and preserved egg lean meat porridge, all of which are very tasty. Do you want to change the taste? " So the guests happily ordered corn porridge. Third, introduce dishes in depth and detail with jingles, doggerels or allusions. For example, one of the signature dishes of "Baguoyi", the guests didn't understand what it was, and the waiter immediately said it was the most famous specialty dish in East Sichuan, and introduced it with the jingle compiled by the author: saliva chicken, saliva chicken and A-mei cooked well, spicy, sour and delicious. Sichuan cuisine is a play of string sisters. "Guests can order this dish immediately when they are happy. The author once wrote a guide to ordering food for many restaurants in the form of jingle. After the waiter memorized it, he used it flexibly to promote the dishes, which not only increased the self-confidence of the waiter, but also increased the interest and credibility of the promotion. Hope useful to you