Polite expressions of catering waiters. General rules of etiquette
1. The appearance should be generous, the service should be neat, the hair should be combed frequently, the nails should be cut frequently, the long hair should be rolled up, the shirt sleeves should not be folded high, the hands should not be inserted into the trouser pockets, the socks should not be damaged, and the facial makeup should be light.
2. Smile, be kind, speak kindly and act modestly.
3.？ Please. Thanks? Don't leave a message, address it properly, welcome the guests first, then send them off, make way for the guests, don't get in the way, and apologize first if you surpass them.
4. Stand up straight, don't put your hands on her hips, don't sit with your legs stretched, walk softly, talk softly, put down softly and pick up softly.
5. If you have any questions, you should answer them and be measured. Don't swear, don't swear, don't make a noise, don't make a noise.
6. Don't talk to guests, don't imitate actions, don't laugh, don't joke with guests, and don't laugh or hip hop.
7. Don't eat, smoke, blow, sneeze, scratch your scalp, dig your ears and nose, drink alcohol and eat onions and garlic in front of guests and guests.
8. Ask the guest's opinion. It makes sense after addressing. If there are mistakes in work, don't hide them, don't avoid them, explain them euphemistically, don't be loud and supercilious.
9. Pay attention to guest taboos, respect guest customs, and treat reception according to customer habits.
10. When the guest is talking, don't approach the inquiry. Interruption is taboo. The guests are singing and dancing, and they can't stand it. There is a distance between them. Everything should be polite and meticulous.
Second, courtesy service? Three fives?
1. Five hearts:
Be patient with elderly customers,
Be considerate of sick and disabled customers,
Take care of the children,
Focus on retaining customers,
Be enthusiastic about ordinary customers.
2. Five tones:
Did the customer come in? Greetings? ,
Will the customer ask? Answer? ,
Is the customer helpful? Thank you? ,
Poor care? Apologize ,
Did the customer leave the store? Send a sound?
3. Five firsts:
Female guests first, then male guests,
Guests come first, then hosts,
First the head, then the general,
First the elders, then the younger generation,
Children take precedence over adults.
Third, courtesy service? Four requirements?
Initiative, enthusiasm, patience and consideration
4. What are the working hours? Qin Si?
Eyes, mouth, hands and legs are diligent.
Fifth, talk norms? Eight essentials? 、? Eight don't?
Be concise and clear, don't nag;
Active and friendly, not dry and rigid;
Modest and sincere, not arrogant and reserved;
Be euphemistic and flexible, not simple and blunt;
Speak clearly and don't be vague;
Be calm and generous, not too formal;
Soft tone, neither too high nor too low;
Steady speed, not too fast.
6. Smile service? Eight are the same?
Whether the leader is present or not,
Like domestic guests and foreign guests,
Like foreign tourists,
Like strangers or regular customers,
Like adults and children,
The business scale is the same,
Consumption is not equal to consumption.
Subjective mood is good or bad.
Seven, health norms:
Five diligence: taking a bath, having a haircut, brushing your teeth, shaving and cutting your nails.
Three essentials: wash your hands before and after work, wash your hands after defecation and gargle in the morning and evening.
Five noes: (during working hours, in front of guests) No scratching your scalp, no picking your ears, no picking your nose, no picking your teeth and no yawning.
Note: (at work) Be careful not to eat pungent food such as leeks, green onions, garlic and durian, and turn your back on the guests when coughing or sneezing, and cover your nose and mouth with a handkerchief.
Eight, code of conduct:
Stand like a pine and cypress, sit like a bell and walk like the wind;
Guiding gesture: palms up, fingers together, arms straight;
Nine, telephone etiquette specification:
Pick up the bell within three rings,
Report to the department after greeting,
Language should be concise and appropriate,
A warm and friendly voice,
Don't make personal calls.
X. Professional Ethics:
Warm and friendly, guests first;
Sincere and fair, reputation first;
Civilized and courteous, excellent service;
Unity and cooperation, the overall situation;
Law-abiding, honest and trustworthy;
Learn business and improve skills;
Treat guests equally, without discrimination.
Note: Please? The word comes first. Thanks? After this word,
? Hello? Never leave your mouth.
First, welcome language? Welcome, welcome, etc.
Second, congratulations? Congratulations, I wish you a happy holiday, happy birthday (Christmas, New Year, wedding, Spring Festival), congratulations on getting rich, etc.
Third, farewell words? Goodbye, good night, see you tomorrow, have a nice trip, have a safe trip, welcome to come again next time, and so on.
Fourth, apologize? I'm sorry, please forgive me for disturbing you, being rude, sorry, very sorry and so on.
5. thank you? Thank you. Thank you very much. Wait.
Sixth, the response language? Yes, ok, I see. Thank you for your kindness. You're welcome. It's okay. This is what I should do.
Advisory language? what can I do for you? Do you have anything else? Would you like to? Okay？ Do you like (need, can)? Really? wait for
Smiling is effortless, but it can bring infinite charm.
Restaurant hot pot waiter polite language 1, welcome with a face, natural and generous cordial greetings:? Hello, welcome! How many people are there? If men and women come together, they should greet the female guests first and then the male guests. Guests, regardless of age, disability, should take the initiative to take care of them.
2. Introduce the guests to their seats according to their different situations. If important guests come, guide them to the best position in the restaurant; When dining, couples should be led to a quiet corner; The whole family, relatives and friends should be led to the center of the restaurant for dinner; For the old, young and disabled guests, they should be arranged in a more convenient position. The seating arrangement should meet the requirements of the guests as much as possible. If the seat has been occupied by the first guest, the waiter should explain and apologize, seek understanding and recommend other seats that satisfy the guest.
3. When the guests approach the dining table, the waiter should follow the order of female guests first, male guests later, and master guests first. Generally, the guests pull open the chair with their hands and greet the guests to sit down. When the guest kneels, gently push on the seat to make the guest sit still.
Guests should serve tea, and never touch the cup mouth with their hands. Submit the menu in time and with respect, and don't throw it on the table at will. Customers should wait patiently when ordering, don't rush, and let them have time to think about it. When ordering, take a pen and paper to record at any time. If the guest hesitates, the waiter should be a good adviser and introduce the varieties and characteristics of the dishes enthusiastically. Pay attention to language art, be polite and euphemistic, and don't recommend it reluctantly or stiffly, so as not to cause the guests' disgust. If the food ordered by the guest is out of stock, please apologize politely and ask for forgiveness. If the guest's order is not on the menu, don't refuse. Please allow me to discuss with the chef and try to meet your requirements. ? When the guest orders, the waiter should smile and lean forward slightly, don't lean on the table, and don't put your hands on the table. Listen carefully, record accurately and avoid making mistakes.
5. If there are children dining, you can add a small stool to make it convenient for children to sit down.
6, the guest accidentally dropped the tableware, should quickly put on clean tableware, can't wipe things in front of the guests.
7. When answering the guest's phone, you should approach the guest to make a phone call, and don't shout in the distance.
8. At work, you must answer the phone of the guests at any time, and you can't leave your post and chat with others.
9. Guests should pay attention to the procedure when serving wine. Don't touch the food with your fingers when serving. You should announce the name of each dish and briefly introduce its characteristics. You shouldn't spit when you speak. When pouring wine, don't touch the glass mouth with your fingers. The degree of pouring wine depends on different kinds of wine. When pouring champagne or iced drinks, the bottles should be wrapped in napkins to prevent the drinks from dripping on the guests.
10. If the guest's belongings accidentally fall on the ground, take the initiative to help pick them up and hold them in your hand.
1 1. Guests should be treated equally, and service should be considerate regardless of business size. On holidays, we should extend holiday greetings to every guest.
12. Clean up after all the guests have left. Don't be too hasty
13. When checking out, you should put the bill on the tray and hand it to the guest face down. After paying the bill, guests should express their gratitude. After the guest gets up, the waiter should open his seat and remind the guest not to forget his belongings. Help the guests put on their coats and hats, and say goodbye to the guests at the gate of the restaurant: goodbye and welcome to come again. ?