Hotel catering service etiquette

First, the general norms 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" and "Thank you" should never leave your mouth. Please address them appropriately. First, welcome the guests, and finally send them away to make way for them. If you surpass them, apologize first.

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:

There is a "hello" when customers enter the door.

There is a "sound" when customers ask.

The customer has a "thank you" for his help.

There is an apology for poor care.

There was a "sound" when the customer left the store.

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, the "four requirements" of courtesy service

Initiative, enthusiasm, patience and consideration

Fourth, working hours should be "four diligent"

Eyes, mouth, hands and legs are diligent.

Five, speech norms "eight essentials" and "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.

Six, smile service "eight 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.

Always pay attention: the word "please" comes first, the word "thank you" comes last, and "hello" never leaves.

Pay attention to the following points when talking with guests:

1, talking with guests, generally only talk about things related to service work.

When talking with guests, be realistic and don't answer questions you don't know or understand. Don't easily promise guests things that are beyond the scope of service and things that you are not sure to do.

When talking with guests, be sincere and amiable, and the volume should be high and low, so that the other party can hear clearly. Face the guests when you speak, and try not to use gestures. Don't be rude in front of guests, such as scratching your head or ears. When sneezing, turn your face to one side and cover your nose and mouth with a handkerchief.

4. When talking with the guests, pay attention to the identity of your service personnel, speak in a measured way, and praise the guests for being decent, modest and polite.

You can talk with the guests about dishes, drinks, weather, tourist scenery and sports, but you can't ask the guests about their economic income, marital status, religious beliefs and age.

6. When talking with a guest, keep standing, pay attention to what the other person says, and don't interrupt casually. If you don't hear what the guest said clearly, you can ask the guest to say it again, but you can't be impatient or bored.

7. When talking to more than two guests, you can't just talk to one person and ignore the other guests. If someone comes in to talk to you at this moment, you shouldn't turn your back on the guest you are talking to. If you need to leave, you should apologize to the guests first, then take a step back and turn around and leave.

8. When talking between guests, don't stop to listen. If you need to contact the guests, you should say hello and apologize first.