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 Diligences": Oral Diligence, Eye Diligence, Leg Diligence and Hand Diligence (Brain Diligence).

"four don't talk": don't talk rude words; Do not swear; Don't speak sarcastically; No service.

"Five tones": greet guests when they come, answer when they ask, apologize when they make mistakes in their work, apologize when they are helped, and send them away when they leave.

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

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

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

2. 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.

3. Basic terminology

1) Basic Terms of Service

(1) "Welcome", "Welcome" and "Hello" are the names used by the welcoming staff when guests come to the restaurant.

(2) "Thank you" and "Thank you" are used when guests bring convenience to the waiter's work.

(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 in a responsible manner.

(4) "Please wait a moment" or "Please wait a moment" is used to apologize for disturbing or causing inconvenience to the 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 say sincerely and politely, because it has caused trouble or inconvenience to the guests.

⑦ "Goodbye", "Take your time" and "Welcome next time" are used to show enthusiasm and sincerity when guests leave.

Attention waiter:

Good looks and generous manners; Dignified and steady, neither humble nor supercilious;

Kindness and sincerity; Dress solemnly, neatly and simply;

Dress appropriately and make up lightly; Well-trained and well-behaved.

2, appearance: clear expression, smiling, amiable, dignified and generous.

Standard procedure for Chinese banquet service

Requirements: Excellent service operation skills, adaptability and overall sense of cooperation. The requirements for operating skills are "three lightness" (speaking lightly, operating lightly and walking lightly) and "four diligence" (eye diligence, mouth diligence, hand diligence and foot diligence).

1, the layout of the banquet

1) Make good environmental hygiene requirements for banquets and restaurants.

2) Make reasonable arrangements according to the category and grade of the banquet, and arrange the distance between tables according to the layout and size of the restaurant, so as to facilitate walking and service, and highlight the main table, which should be placed at the main entrance of the visual restaurant, so as to be able to see the position of the whole hall. Do a good job in arranging and decorating banquet facilities.

3) Check and confirm that the lighting, room temperature, sound, furniture and facilities are in good and proper condition.

2, familiar with the menu and project preparation.

1) Be familiar with the menu so as to introduce it during service, and calculate according to the service requirements listed in the menu.

2) Choose silverware, porcelain, glassware, napkins, tablecloths, small towels and other service necessities, tableware and service supplies according to the number of packages, and leave room when preparing meals and service supplies.

3) according to the reception object, set up a food table and a wine table as appropriate (if limited by the venue, use the table to divide the food).

4) If the guest has arranged drinks, prepare all kinds of drinks according to the menu requirements, clean the bottles and jars with a cloth and put them neatly on the workbench.

5) Prepare drinks or tea before the guests arrive.

6) Prepare a small towel.

7) Serve soy sauce and vinegar before the guests arrive.

8) Put all kinds of dining utensils in order.

Step 3 welcome guests

1) Wait in line at the entrance of the hall for the guests. Many banquets should stand in designated positions, and no whispering or leaning on the table is allowed.

2) When the guests arrive, greet them with a smile and use honorifics (the same as zero).

3) Offer your seat, then send towels and tea, and operate the towel service and tea service according to the service skills, in the order of female guest first, host and guest, and then host.

4. A complete set of pottery tableware

1) After the guests enter the banquet hall, they enthusiastically offer their seats, take the export cloth from the bone plate for the guests, open it and spread it out, and then take off the chopstick sets.

2) Find out whether the guests need to speak, the number and the approximate time.

3) After mastering the serving time, connect or obtain the consent of the owner, and immediately notify the serving.

4) pour drinks.

5) If the guest makes a speech during the meal, he should immediately turn off the stereo and inform the kitchen to pause/slow down the delivery speed, and then stand aside and stop working (if later guests arrive, make sure that the guests have a toast or provide drinks at the request of the guests, so as to be flexible).

6) For a large banquet, when the host or guest makes a toast, the waiter at the main table prepares drinks in the tray, and the host should signal to the speaker after speaking.

7) When the host toasts in turn, the waiter should pour the wine for the host at the back in time.

8) Pay attention to whether there is wine in the glass before the guests propose a toast. When a guest stands up to make a toast or toast, he should quickly pick up the bottle or help the guest pull up the chair.

9) 10- 15 Five minutes before the banquet, cold dishes are served, paying attention to the pattern of separation of meat and vegetables, color spacing, cold basin and facing the host and guest.

10) requires that every dish must be served as a popular dish. If the table is divided into dishes, the flowers should be taken away before serving, and the forks, spoons and tableware needed for popular dishes should be placed well. If there is no banquet (some tables) that needs to be served separately. Birthdays, etc. ).

1 1) If the guest requests not to divide the dishes, the soup and soup must be divided according to the guest's request.

12) When each dish is served, you must queue up to enter the restaurant. The front desk service is at the forefront, and the action is required to be unified when serving. You can't just focus on your own operation and forget the integrity.

13) The dishes at multi-table banquets require the same speed at each table, with special emphasis on the dishes at other tables, which cannot be faster than the dishes at the main table.

14) The serving speed is appropriate, and the large banquet is controlled according to the dining speed of the main table.

15) For high-standard banquets, all the tableware should be removed before dessert is served, and then the dishcloth should be arranged and the tableware with dessert should be served again (see service operation for turntable cleaning).

16) For a general banquet, take off the empty tableware, then tidy up the mouth cloth, and then put a set of dessert tableware on the table. Never take down the glass (turntable cleaning is the same as above).

17) Please refer to the lobby service for details of other services.

18) Check whether the removed high-grade tableware is complete.

5. checkout service

6. Banquet farewell ceremony

1) When guests leave, they should take the initiative to come forward and pull chairs with both hands to see them off.

2) Remind the guests to carry things with them.

Thank you for coming, sir/madam. Have a nice day. Goodbye.

4) After the feast, the waiters lined up at the gate of the restaurant to bid farewell.

Step 7 end the work

8, operating skills and requirements:

1) Handing towels: when guests arrive, when the first course is served, when food needs to be twisted by hand, when dessert is served, when dessert is served, and when returning from the table. Put used towels (refers to unused towel racks) in and out to avoid wetting the tablecloth.

2) Serving drinks: strictly follow the service standards for drinks.

3) Serving and dividing dishes: Based on service skills, strictly follow the operation requirements of serving and dividing dishes.

4) Replace tableware and ashtray:

-When eating, the tableware should be taken out strictly from the top right to the bottom right, and cannot be taken out across.

-(When serving) The replacement of the bone plate should wait until all the guests have finished eating.

-Change tableware and cigarettes in strict accordance with service skills.

5) Service details:

(1) When guests leave or toast, they should take the initiative to pull the chair, fold the guest's mouth cloth into a small triangle and put it at the table.

(2) If there are two waiters serving a guest at the same time, they should not serve the guest at the same time, which will make the guest in a dilemma and pay attention to the order.

(3) Don't move too fast; things are piled up on the workbench and neglected to be cleaned, which is not conducive to improving work efficiency. If you have bones, you should take them away first every time you quit the bone dish.

(4) If there are bones in the tableware collected and taken out from the tray, every time you take out the bone dish, you should first pour the bones on one bone dish, and other bone dishes can be folded up, otherwise it will fall easily due to the inclined surface. When collecting and taking tableware, you should first indicate whether there are leftovers in the guests' dishes before collecting them.

(5) If a guest gets in the way or interferes with your work, you should politely say, "I'm sorry, please forgive me. Thank you. "

Excuse me, thank you. Don't be rude to the guests or squeeze through the guests' table.

(6) Serve the dishes in a moderate voice for the guests to hear clearly. Divide chicken, fish, etc. Not only give the guests a share, but also spread the ingredients evenly. If you can't finish the dish or soup at one time, take the initiative to eat it for the second time.

(7) After the dish or soup is divided, the dish should be handed to the guest, and the guest gestures.

(8) Don't have fruit juice or water drops on the dishes distributed to the guests, and hand them to the guests directly.

(9) When you finish a dish, you should take the time to pour wine, change cigarettes and clean up the workbench. You can't just stand and wait for the next dish. F. Ask the waiter to cooperate tacitly and have a holistic consciousness. For example, waiters A and B, when A is serving, B should not stand behind A, but should patrol the guest's table or pour wine.