Code of etiquette for catering service

What etiquette norms should we pay attention to as catering service personnel? The following is the etiquette specification of catering service I compiled for you, hoping to help you!

Code of etiquette for catering service

Global forums and codes of conduct

1, neatly dressed, neat tooling, complete buttons, and no work number plate on the left chest.

2, nails should be trimmed, clean, no long nails, no colored nail polish.

3. Wash and arrange your hair regularly, keep it clean and tidy, and don't leave a weird hairstyle. Male employees don't cover their eyebrows in front of their hair, but they don't have sideburns but ears and don't have beards. Male employees should not have long hair. When they are at work, they will wear it, use the prescribed hair cover and put on light makeup. It is forbidden to wear heavy makeup.

All employees are forbidden to wear polonium except watches at work.

5, unified wear black socks, it is forbidden to wear shoes to stay in various places.

6. It is forbidden to stare at customers and laugh at all customers with special disabilities.

7. Smile when facing customers. It is forbidden to quarrel with customers, contradict customers or ignore customers.

8. It is forbidden to smoke, drink or eat snacks in the work area, and it is forbidden to talk about things unrelated to work during work hours.

9, it is forbidden to have the following uncivilized behavior at work, nose, teeth.

(2), standing posture standard

1, upright, chest out and abdomen in, eyes straight up, mouth slightly closed, forehead slightly closed.

2. Smile, and your right hand is above your left hand when your arms are naturally crossed in front of you, so as to keep the state of providing services to guests at any time.

Male employees' feet are shoulder-width apart, and their bodies are balanced, so that they will not shake or lean. Female employees' feet are double-painted V-shaped, and their heels are tight.

③ the standard of walking posture

1, walk lightly and steadily, hold your head up and chest out, and hold your shoulders flat and chest out.

When walking, men don't twist their waists and women don't shake their hips.

Try to stay to the right when walking, but stay in the middle.

4. Greet the guests and greet them when the superiors and subordinates meet.

5. When you walk to the door, you should let the guests and superiors go first and open the door for them.

6. Go up and down the stairs and make way for the guests when you leave.

(4), gesture standard

1, when leading, the arms are straight, the fingers are naturally close together, the palms are up, and the joints are the center, pointing to the target.

2. Don't use your fingers to indicate the direction, and don't use too many gestures to talk to the guests, and the scope should not be too large.

3. The upper body leans forward slightly to show respect.

Lift your heart up to show your respect.

(Note: The gesture of raising hands should be modestly and sincerely introduced or instructed. )

⑤ Basic polite expressions

1. Address: sir, madam.

2. Welcome: Welcome to XXX.

Greetings: Hello, good morning, good evening and happy holidays.

4. Apologize: I'm sorry, please forgive me for disturbing you. I was rude.

5. Basic courtesy expressions: Hello, please, thank you, I'm sorry, please forgive me, it's okay, you're welcome, goodbye and welcome to visit next time.

(6), the guest language requirements

1, please take the lead, thank you.

2, smiling, standing service, take the initiative to greet properly, cordial care.

3. Be gentle with the guests, be friendly in language, have a natural tone, have a moderate volume, and answer quickly and clearly.

4. Be flexible and resourceful to the guests.

Etiquette for answering the phone

1, use polite language, develop good language habits, say hello first, and then report to the department and report the service employee number. Don't open your mouth? Hello?

2. Friendly language, soft timbre, accurate and clear pronunciation and moderate speech speed.

3. The tone is modest and sincere, and there is no quarrel or dispute with the other party.

4. The language is concise, accurate and not misleading.

5. Avoid chatting with employees in other departments during work.

What about the 27 must-know catering services?

1. What should I do when I encounter a guest complaint?

The guest's complaint about the restaurant is a sign of goodwill, not hostile criticism, because his complaint will help improve our work. Therefore, when you meet a guest's complaint, whether the guest's opinion is correct or not, you should listen carefully, apologize to the guest, and then try to calm the guest's dissatisfaction (according to the 7 points of treating the guest's complaint correctly). Never argue with a guest, sometimes knowing that the guest is wrong, try to use language skills to make the guest feel respected.

2. What should I do if I receive a complaint from an angry guest?

When dealing with such complaints, you must remain calm, calm and sincere, with a slightly lower tone and kindness, because your violent behavior will affect the guests. In order to calm the guests down slowly, it takes about 2 minutes for the angry guests to calm down. In the meantime, they mainly listen to the guests' questions. The other is an apology. After the guests calm down, they will naturally take the initiative to talk to you about handling opinions. Comfort and proper compensation can usually solve the problems here.

What should I do when I complain that there are bugs in my food?

A) Apologize to the guest immediately, return the food to the kitchen immediately and report to the supervisor to handle the matter, so as to obtain the guest's understanding;

B) Cancel this dish and offer the same food.

4. What if two guests reserve the same banquet hall?

A) According to the principle of first come, first served, the banquet time should be booked and arranged first;

B) Get in touch with the other party quickly according to the contact number or room number of the banquet order, explain the reasons to the other party, sincerely apologize to the guests to gain their understanding, and introduce another banquet hall with similar layout to the guests to win their consent and finalize it.

5. How to receive young guests?

A) Take care of the young guest patiently and happily, move a children's chair for the children, and try not to put him in the aisle.

B) Move fragile items such as bottles to places where children can't reach them, and don't put knives, forks and hot water in front of children to prevent accidents.

C) Introduce the snacks that children are willing to eat to the guests, and let the children eat first, and then carry out routine services. If there is a children's menu, ask the children's parents to order for him.

D) Don't fill the child's cup too full. It is best to use short dessert tableware with straws.

E) If children play in the aisle or disturb other guests, it is suggested that their parents sit at the table to avoid accidents.

F) Unless you are familiar with your child, don't tease him or touch his head, and don't give your child anything without parents' consent.

6. How to deal with drunken guests?

A) Determine whether the guest is really drunk, and then decide whether to continue serving alcoholic drinks.

B) If the guest is really drunk, he should politely tell the guest that he can't provide alcoholic drinks, and at the same time, he should order food or drinks to clear his mouth and sober up, so as to serve him more patiently and meticulously.

C) If the guest vomits or causes other troubles, the waiter should promptly send mouthwash and wet towel, and clean up the dirt patiently and quickly, without showing disgust.

D) If the guest stays in this hotel, but no one can help him, he can't go back to his room, and inform the security department to accompany the guest back; When the guest is not staying in the hotel, he should also be accompanied by the security department.

E) If there is any damage to the restaurant, the sober person at the same table should be informed to claim compensation.

F) The accident treatment results shall be recorded in the work diary.

7. How to deal with sudden power failure?

A) The waiter should keep calm, apologize to the guests first, and turn on the emergency lights immediately, or light spare candles for the guests' dining table to create a romantic atmosphere (allusions can also be interspersed to let them enjoy a candlelight dinner).

B) Understand the cause of power failure, explain to the guests and apologize again; We should try our best to provide better service to make up for it.

C) Inform the foreman and supervisor to flexibly solve the strongly dissatisfied guests; But don't leave Taiwan Province in case the guests run away.

D) The spare candles in the dining room should be placed in a fixed position for easy access.

8. How to deal with the incident of guests damaging tableware?

A) Clean up the broken tableware immediately.

B) Sympathize with the guests' mistakes, and ask about whether the guests have bumps and take corresponding measures.

C) Don't blame or criticize the guests and embarrass them.

D) Tell the guests that they need to get compensation at the right time and in the right way, and inform the bar to calculate the payment together when checking out.

9. How to receive guests who are in a hurry to eat?

A) Introduce simple and quick dishes to guests, or suggest more set meals and less meals. In this case? Eat quickly. Eat quickly? Than? Eat carefully and eat well? Important.

B) Go to the kitchen in person (or inform the foreman or supervisor) and contact the chef to arrange for the chef to do it first, and write it on the menu at the same time? Accelerate? If so, you need the cooperation of the vegetable delivery staff.

C) The service should be quick and sensitive, and at the same time, ask the guests if there is anything else that needs help, and try to meet the requirements of the guests.

D) Prepare bills in advance to shorten the check-out time of guests.

10. How should guests who come for dinner later be received?

A) Be more enthusiastic and don't show any impatience or unhappiness.

B) Ask the guests to sit down first, then contact the kitchen, and then introduce the simple and quick dishes to the guests.

C) Serve warmly from beginning to end, and don't rush the guests by closing the door, cleaning and sanitation.

1 1. What should I do when I find an unpaid guest leaving the restaurant?

A) The waiter should politely tell the guests the location of the bar before catching up immediately, for example? Do you want to pay the bill, sir? This way, please If the guest still doesn't cooperate, you can draw him away from his friends, explain the situation in a low voice and ask the guest to pay for the meal.

C) Pay attention to politeness, and don't ask the guests rudely, so as not to make them dislike and deny, and bring more trouble to their work.

12. What should I do when a guest orders something that is not on the menu?

When a guest orders a dish that is not on the menu, he should first ask the chef whether the dish can be cooked immediately. If there are raw materials in the kitchen, he should try his best to meet the requirements of the guests. If there are no raw materials in the kitchen for the time being, he should explain to the guests or ask them to order the next taste.

13. What if the guest wants to propose a toast to the waiter?

A) Thank you, politely refuse, and explain to the guests that drinking is not allowed during working hours.

B) Take the initiative to serve them, such as removing the tableware and adding tea, so as to avoid attracting the attention of the guests and embarrassing them, or using serving other guests as an excuse.

C) If it is really hard to refuse, you should take it first, inform the guests to drink it after work, then pour it into another cup and give it to the guests with gratitude.

14. Providing the wrong food to the guests will bring great unhappiness to the guests. What should I do?

A) apologize first. If the guest has not moved his chopsticks, he should put them down in time, check them in the kitchen and provide the food ordered by the guest in time.

B) If the guest has already started eating, there is no need to return the meal, and no charge is charged. According to the situation, guests can be persuaded to buy through diplomatic means. If the guest refuses, it will be reported to the supervisor as a complimentary dish.

15. What should I do if the guest's clothes (articles) are dirty due to improper operation during the service?

A) First of all, sincerely apologize to the guest, and quickly wipe it with a clean towel (if it is a lady, let the waiter clean it). Pay more attention to this guest in the service and provide satisfactory service to make up for the mistakes.

B) Ask the guest for advice, help the guest clean, dry clean the guest's clothes and send them back to the address, and apologize again, thanking the guest for his forgiveness.

C) Waiters should pay attention to never argue irrationally or shirk their responsibilities. Report to the foreman and supervisor in time, and if necessary, the leader can apologize to show respect for the guests.

16. The food ordered by the guests has been sold out. What should I do?

A) Apologize to the guests first, and patiently explain that this flavor dish was purchased and processed on the same day according to the characteristics of raw materials, and it was sold out on the same day.

B) Then recommend similar dishes to the guests and welcome them to try them another day. (Note: Recommended dishes must be available. If the guest's order doesn't appear one after another, the supervisor and head waiter will take measures to apologize. )

17. What should the guests do if they are not satisfied with the quality of the dishes?

A) Re-processing: If the food quality problems raised by the guests can be solved by re-processing, such as weak taste and insufficient maturity, the waiter should say to the guests:? Please wait a moment and let the chef handle it for you. ?

B) Changing dishes: If the guest has doubts about the deterioration of raw materials or serious mistakes in cooking, the waiter should report to the supervisor, who will come forward to express his concern and apologize, and maintain the image of the restaurant. The supervisor should say to the guests:? I'm very sorry, this is our mistake, and it won't happen again. I'll ask the kitchen to change food for you right away, which will definitely satisfy you. ? And instructed the waiter to add dishes for the guests to express sincere condolences.

C) Price discount: If the guest questions the quality of the dishes when checking out, and the situation is true, and the guest is a customer, he should generally give a discount on the price of vegetables, with a 10% discount or a 15% discount depending on the situation.

18. What should a guest do when he thinks his order is not like this?

а) Listen carefully to the guests' opinions and make clear what kind of food they want;

B) If it is caused by the waiter's misunderstanding or when ordering, he shall immediately make a new dish that he is satisfied with and apologize to the guest;

C) If the guest can't explain clearly or misunderstand the dish, the waiter should patiently explain to the guest that the dish is caused by misunderstanding, and the waiter should patiently explain the cooking method of the dish, the origin of the dish name, the raw materials, ingredients, cooking process and taste characteristics of the food.

19. When the guest checks out, he thinks the price is unreasonable. What should I do?

A) patiently check the accounts for the guests and explain to them every item on the list;

B) If you come back, you can ask your boss for a proper discount;

C) After the guest checks out, thank the guest politely.

20. What should I do if I know that some guests have religious beliefs before the banquet begins?

а) Immediately ask the person in charge of the banquet organizer whether to prepare some special dishes to avoid violating the taboos of the guests;

ь) Make arrangements for the guests as soon as possible after obtaining the consent.

2 1. What should I do if the guests ask for more dishes at the party?

а) At this time, do a good job as the guest's staff and introduce some dishes with short production time to the guests according to their requirements;

ь) Contact the kitchen immediately after obtaining the consent of the guests, and the cost of dishes must be added.

22. What if two tables of guests need service at the same time?

1) The service should be warm, fast, thoughtful, busy but not chaotic, and comprehensive;

2) One greeting, two gestures and three services;

3) Give the waiting guests a warm and pleasant smile and say? Will you be here soon? 、? A moment, please.

23. What if a foreigner asks a guest who is eating in a restaurant?

A) Ask the visitor's name and company first, and then ask him to wait a moment;

B) Go to the restaurant and ask if the guests will receive you. If you want to meet someone, take people to the restaurant;

C) If not, politely tell the tourist that the guest he is looking for has not dined in the hotel, and ask him to look elsewhere.

24. What should I do when there is a quarrel or even a fight between guests?

1) Take the initiative to persuade both parties to stabilize their emotions. If possible, after obtaining the consent of the guests, one of them will be moved to another table far away.

2) When fighting, notify the security department and relevant personnel to cooperate to stop it, and notify the local public security organ to handle it if necessary.

3) Keep calm, try to stabilize the mood of other guests and continue to eat and entertain.

4) Count the damaged items and check whether anyone is injured, so as to claim for compensation.

25. What if the guest accidentally breaks the tableware while eating?

1) Clean up sundries and rubbish quickly (report to the boss).

2) In addition to checking whether the guests have bruises, quick measures should be taken.

3) After the guest has finished eating, politely plead with the guest and collect compensation.

26. What should I do when the guests arrive at the restaurant before dinner time (business hours)?

Tourist source is the basis of restaurant service and management, and the purpose of restaurant is to feel at home. Usually, guests have arrived before dinner, so they should be well received and should not be turned away.

1) When you leave the dinner for a long time, you should take the initiative to explain politely to the guests and ask for their opinions. If guests are willing to wait here, they should send tea and tea cards.

2) You can introduce the supply situation of this restaurant appropriately, such as the famous dishes, seasonal dishes and special publicity of this restaurant.

27. What should I do if I meet a difficult guest?

A waiter in a restaurant is a job of dealing with guests face to face. The guests we meet are more complicated, often because of their different moods and personalities, which brings certain difficulties to the service work.

1) Understand the reasons for the difficulty in observation.

2) Treat each other with courtesy. (smiling)

3) Treat guests with humility and strictly perform their duties.

4) Replace the waiter according to the situation (provided by the waiter)

5) For individual troublemakers, the relevant departments shall be notified to deal with them.