1. Check your appearance before going to work. In front of guests, your image not only represents you as a person, but also represents the restaurant.

2. Before going to work, think about whether you have prepared work tools and whether the work left over from the previous day has been completed. Please remember that a small detail may affect the quality of your service.

3. No matter whether you are in your own work area or not, as long as you see garbage on the ground, you should develop the habit of picking it up. It can bring convenience to everyone with a little effort.

4. When the guests have not arrived, only one set of lights can be turned on in the private room, as long as it can work. If each room can save one kilowatt hour of electricity per day, then the entire restaurant floor can save at least dozens of kilowatt hours of electricity per day, which is a considerable amount in a month or a year.

5. Before opening the business, carefully check whether the pre-meal preparations in your work area are complete, such as hygiene, tableware, boiling water, tea, sauce and vinegar jars, toothpick cups, etc. This is like reviewing the test paper carefully after taking the exam.

The guests are seated

1. Prepare knives, forks and other tableware for the guests to use for eating Western food.

2. Understand the guest situation of your room, such as the name of the person who booked the room, the number of guests, etc., and remember the guest’s name, job title, hobbies, tastes, etc. as much as possible, so that you can provide better and better accommodation next time. Provide more thoughtful and enthusiastic service, and strive to turn guests into regular customers of the restaurant. It's not just managers who have regular customers. As an ordinary waiter, you can too.

3. When guests in a private room take off their coats when entering the room, they should take the initiative to hang up the clothes for the guests; when the guests leave, take the initiative to take bags or clothes for them. In fact, you are performing your "supervision" duties very politely at this time. We neither want the guests to leave their own things behind, nor do we want the guests to take away things that do not belong to them.

When a customer orders a dish

1. When the dish ordered by the guest has been sold out, the guest must be notified as soon as possible to change the dish or help him return it. The longer the delay, the Guests will be more dissatisfied. Telling the customer the first time is respectful of the guest.

2. The handwriting should be clear when placing an order. Do not waste ordering on the menu, do not write in wild cursive or use it as a calligraphy exercise. A menu goes through many stages and should be understandable to everyone.

3. After ordering but not all the guests have arrived, all dishes must be marked as "orders"; after the guests have arrived, only the staple dishes must be "ordered"; after the hot dishes are served, the guests must be notified that they have been served Collect the dishes and ask the guests if they want to add additional dishes or if they can have the staple food according to the actual situation.

4. After ordering, review the menu, including how to make the dishes, the number of people dining, and whether the dishes ordered are accurate. Checking it more often will save many people in many departments trouble.

5. If a guest orders two or more dishes with duplicate flavors or ingredients at the same time, and your warm reminder is invalid, mark a five-pointed star on the menu as a comment to let your The superiors and the kitchen know that this is the guest's request and not a duplicate order.

When serving guests

1. If the guest has children, promptly bring a baby stool for the guest; when ordering, introduce one or two dishes suitable for children to the guest. Sometimes taking good care of customers' children is more useful than taking good care of adults.

2. Before serving, carefully check whether there are foreign objects (such as hair, glass, insects, etc.) in the dish. If you check more, you will reduce the probability of complaints. The restaurant's profit loss may be made up for at this level.

3. When serving dishes, announce the name of the dish clearly and loudly and ask customers to use it slowly. This allows guests to know exactly what they are eating. By naming the dishes, you can also remember the dishes that the orderer likes to eat, which will accumulate the next batch of customers for the restaurant.

4. When serving dishes, guests should be reminded to avoid pouring soup or wine on them.

5. When serving dishes, you must first mark the order, then move it, and then serve it, and consider the serving position of the next dish.

6. The service rule for serving food is to move up and down to the left; the rule for pouring drinks is to move up and down to the right. The service posture of both is T-step.

7. If the dish that is served is not what the guest ordered or it is not served at the right time (for example, the cold dish is served before the hot dish is served), it must be returned to the dish delivery department in time for proper handling. Looking for reasons to convince your guests to accept is not a smart move.

8. After all the dishes have been served and orders have been placed, guests must be informed in a timely manner.

9. Whether serving food or putting things away, try to avoid making noise, and handle items with care.

10. Use a tray to take cutlery or drinks. Using pallets is a sign of standardized service. The more you use them, the smoother your work will be.

11. If there are foreign friends among the dining guests, greet them in English.

12. When pouring wine for guests, whisper a greeting: How much do you want to pour? Guests will love it.

13. When serving beans, tofu and other dishes, remember to put a spoon on them. Don’t wait until the guests ask for them.

14. If you see flies, flying insects, etc., you should immediately find ways to eliminate them. Encountering flying insects while dining will not only turn off the guests' appetite, but also make the hotel environment look bad. If they fly into the dishes, it will be even more troublesome.

15. Empty plates should be removed promptly and the few remaining dishes should be replaced with small plates. In this way, it will not only be convenient to serve dishes, but also keep the desktop tidy.

16. When serving dishes with condiments, add the condiments first and then the dishes. The purpose of this is to tell guests that the condiments served are used in this dish.

17. During the meal, pay attention to the guests’ views on the environment, dishes, and prices, and try to write down feedback to the manager. It is easy to figure out the psychology of customers by constantly summarizing every day.

18. Keep the desktop and work surface clean at all times, and take away the plates removed from the table at any time. It is really incongruous to put garbage and delicious food together.

19. When the guest leaves the table and goes to the bathroom, fold the guest's napkin and put it aside, and then open it when the guest comes back, which will surprise the guest even more. It is best to fold a different pattern each time, which requires you to learn some paper folding skills in your free time.

20. After the guests have finished their meal, the remaining dishes should be sent back to the kitchen and asked to be tasted by the manager or chef to find out the reasons for their unpopularity.

21. When you see a guest taking out a cigarette, you should immediately get a lighter and light a cigarette for the guest as soon as possible (if smoking is allowed).

22. When a guest drops a knife, fork or other tableware on the floor, replace it with clean tableware as soon as possible. Waiters should be quick and quick, and should not wait for customers to make requests.

23. Always pay attention to whether there is water in the guest's glass and whether there is wine in the wine glass. In this way, the restaurant can not only increase wine sales, but also avoid the embarrassment of guests having no wine in their glasses when they toast.

24. If you need to leave your post temporarily (paying bills, ordering food, delivering tableware, getting drinks, etc.), you must ask other colleagues to take care of your service area on your behalf. Guests need service anytime and anywhere, sometimes just for a short while when you are gone.

25. After pouring the drinks to the guests, put away the teacups; when the guests indicate that they no longer want to drink, put away the glasses and pour drinks or tea. Don’t underestimate such a simple action, it can sometimes bring greater sales of alcoholic beverages to the restaurant.

26. When receiving a sell-out notice during business operations, you should promptly inform other colleagues around you.

27. At work, if you cannot find the manager, you should go to the reservation desk or the floor receptionist to inquire about the manager's whereabouts. This is more efficient than leaving the guest behind and running around looking for the manager. Because the reception girls are usually equipped with walkie-talkies.

28. Always pay attention to the expressions, movements and needs of guests in the restaurant. If a guest looks around, take the initiative to ask if you need help.

When the customer pays the bill

1. Before the customer pays the bill, check the bill to see if there are multiple orders or missing orders. It’s best not to take a quick look at a customer when he or she asks to pay. The busier you are, the easier it is to make mistakes.

2. When the customer pays the bill, the customer should be asked whether to open or return the unopened drinks. If a customer returns the order after paying for it, not only will you be in trouble, but the cashier will also be in trouble.

3. Say "thank you" three times before and after paying the bill: say "thank you" when sending the bill, say "thank you" when receiving the money, and say "thank you" when sending back the change or invoice. ". Guests are our food and clothing parents, so of course we should seize the opportunity to say "thank you" more often.

4. After paying the bill and receiving the customer's money, count the amount in front of the customer and clearly inform the customer how much money was received. It's your fault whether you overcharge or undercharge. It's best to point it out in person. Pay special attention to the authenticity of banknotes.

5. When paying the bill and sending back the invoice and change to the customer, remember to put a card from the restaurant in the change bag. Doing one more small thing will bring more customers to the restaurant. Chance.

6. After the customer pays the bill, place the vase on the table to indicate that the order has been paid. When the guests leave, other colleagues or leaders will feel relieved when they see the vase on the table.

7. When guests leave after finishing their meal, the farewell must be warm and never show an expression of "finally leaving". After-sales service is as important as upfront service.

8. Immediately after the customer pays the bill and leaves, check around the seat to see if there is anything left behind by the customer. Also check whether the tableware, displays, etc. in the restaurant are damaged or missing.

9. When a customer tips during service, it shows that the customer recognizes your service. Complete refusal to collect tips can sometimes embarrass the customer. When a guest leaves a tip, explain to the guest: Thank you for your encouragement, this is what we should do.

When guests leave

1. When closing the table, first collect linens (cloths, towels, plate mats), then glassware, and then small items (knives, forks , spoon), etc., the efficiency will be greatly improved by closing the stations in order. When collecting the table, pay special attention not to dump the garbage in the ashtray into the tablecloth to avoid burning the tablecloth, which may cause a fire in severe cases.

2. Guests can return unused disposable towels or napkins to the bar at any time. A little adds up, and loving a store starts with small things.

3. Disposable towels used by guests should be recycled centrally and used as cleaning tools for other departments. The cleaner ones can be used in guest bathrooms. The more you can do to turn waste into treasure, the better.

4. After the guests leave, for the sake of health and the image of the restaurant, do not eat the food left by the guests. This is the minimum self-respect for a human being.

5. When using items, you must abide by the principles: put things back where you took them, return things to whom you borrowed them, and remember the location of the items and utensils in your department. Slowly you will find that this is indeed a good habit. It is not only convenient for you, but also convenient for everyone.

6. You should pay for what you broke. Being brave enough to take responsibility will only bring you benefits and praise.

7. If any equipment or facilities are found to be damaged, report it to the supervisor in time so that it can be repaired in time and avoid affecting normal business operations. The premise is to check it every day.

8. Report any accidents or complaints that occur on the floor every day to the supervisor on duty to prevent other colleagues from making the same mistakes. You can emphasize at regular meetings that giving examples of your own mistakes is a style.

9. Go to the kitchen more often when you have nothing to do, which will make your work more comfortable.

10. When you yawn or sneeze, cover it with your hands or a napkin, and do not do indecent actions such as picking your ears or nose in public.

11. When meeting guests or superiors, take the initiative to say hello politely. A simple greeting can leave a good impression on people.

12. When you see that other colleagues are overwhelmed, take the initiative to help others and promote the spirit of teamwork. If you want others to be nice to you, then you have to be nice to them first. If you take the initiative to help them, they will also help you.

13. Do not take the passenger elevator unless it is an emergency.

14. When you see a stranger entering a non-business area, you should take the initiative to stop him and ask for his identity. Waiters are the most widely distributed in the restaurant, so they should bear this responsibility the most.

15. If you pick up any items left by the guest, you should immediately hand them over to the manager or the front desk so that you can contact the guest in time and return them to the guest. This is respect for yourself and others.

16. Maintain the property and reputation of the restaurant at all times and under any circumstances.

Since you are an employee of the restaurant, the reputation of the restaurant is actually your reputation. This is the reason why I am honored when the restaurant is prosperous and I am ashamed of the restaurant when it is declining. What boss doesn’t like employees who love their store like home and are dedicated to their responsibilities? This is much better than trying to flatter someone.

17. In public places, no matter what the circumstances, do not make loud noises, warn yourself to keep your voice down, and then keep it down.

18. Keep weekly records carefully, detailing daily attendance, complaints, passenger flow, what happened on the floor, content of regular meetings... What happened on that day should be recorded clearly on that day to avoid future incidents. Problems cannot be explained clearly.

19. Before entering a private room or supervisor’s office, knock on the door (usually three times). This applies at any time.

20. Be sure to hand over the work properly before leaving get off work, and then ask your supervisor if you can leave work. Get permission before leaving get off work. Maybe the leader has other things for you to do. This is both respect and responsibility.