Details and training of catering services

In the highly competitive catering service industry, how to provide customers with more distinctive and competitive personalized services has become a topic for catering enterprise managers. Many experts and scholars have also written a large number of books on service standards and norms according to this social demand, and fixed the ever-changing services in actual operation with fixed standards. In this way, there will be many jokes in real business service, because the service is dynamic and the requirements of customers are ever-changing. In the process of catering service, waiters must not blindly follow the so-called "standards" in books or training. The author believes that in the catering service industry, it is necessary to be more flexible, just like the Cantonese saying "catch students". In addition, we should also pay attention to details in the service process, that is to say: detail service!

Case 1: A guest from Beijing ordered a "white-cut chicken". While eating, a lady suddenly shouted, "Why is this chicken raw? Use blood! " Hearing the shouts, the waiter immediately went to handle it and explained: "Because this is Cantonese-style white-cut chicken, in order to make it taste better, the maturity of the chicken will be properly controlled, but it does not mean raw, please feel free to eat!" After listening to the explanation, the guests still refused to accept it, insisting that it was raw chicken blood and must be returned, and even proposed to go to the hospital for medical examination.

Although this is only a very common example, we will encounter common things in the daily operation of many catering industries. This matter will not be discussed for the time being. Let's put the problem before it happens. Are there any loopholes in our service process? Have you noticed some details in the service process? In fact, many unnecessary complaints can be avoided if we pay more attention to our services.

As in the above example, the waiter should pay attention to the guest's language when writing the name of the dish to the guest. If he thinks the guests are from other places, or don't know much about Cantonese cuisine, he should be more careful when recommending dishes. When a guest orders a local dish, the waiter should explain the main features of the dish, such as salty, spicy or raw, to the guest in advance before ordering. After clearly introducing the characteristics of the dishes, the guests found it acceptable, and then the waiter placed an order. After the dishes come to the stage, guests generally don't complain too much, avoiding unnecessary "misunderstanding" in operation, which is "win-win" for customers and operators, so the key to the problem lies in the meticulous service!

For another example, many diners like to entertain distinguished guests in private rooms now, because it is quieter to negotiate business in private rooms than in the lobby, and it will not be influenced by other guests, which also reflects the dignity of guests. During the meal, the waiter will inevitably go in and out to serve the guests, serving food once and adding water once. In this process, many restaurant waiters ignore a service detail, that is, they should close the door after entering and leaving! Usually, in order to facilitate their work, open the door to enter and exit, the noise in the hall will follow, which seriously affects the conversation of guests in the room. Sometimes, they even let the guests remind the waiter to "close" many times. In this way, they not only affect the guests' dining mood, but also seriously affect the guests' conversation. They have no sense of dignity when eating in the room, which is no different from eating in the hall. Eventually, the restaurant will lose these guests, which will affect the operation of the restaurant.

In this example, the problem still lies in the "detail service". If we strengthen employees' awareness of details when training employees, we will avoid the resentment of guests and reduce the loss of tourists.

As a restaurant or restaurant, it is necessary to have a clear management goal before opening or before a group of new employees take up their posts. In order to achieve this goal, employees must be trained.

Make an outline first:

Lesson 1: First, each employee introduces himself, including his name, hometown, position and hobbies, so as to enhance the understanding among employees.

Lesson 2: Understand the company's rules and regulations, management structure and the basic product features of this restaurant, and explain the employee benefits.

Lesson 3: employee gfd, basic courtesy terms of floor service.

Lesson 4: Five requirements of catering service and the operation process of restaurant waiters.

Lesson 5: Standardize polite expressions and operational procedures.

Lesson 6: Reception process on the ground and face (detailed explanation)

Lesson 7: Understanding of drinks, prices, pouring methods, and basic understanding of remy martin cognac, Hennessy and whisky.

Lesson 8: Preparation for pre-meal cooking, main materials and other ingredients for pre-meal cooking, and service skills that senior waiters should master.

Lesson 9: How to make famous tea?

Lesson 10: Service Procedures and Preparations for Large Banquets.

Lesson 11: How to be an excellent waiter?

Lesson 12: Detailed process of hall service.

Show up in a restaurant

Second, the restaurant service polite language

Three-terminal support service specification

Specification for folding of four-mouth cloth

Specification for table layout in restaurants

Specification for pouring service

Seven serving, food service specification.

Subscription service specification

9. Welcome service specification

10. Farewell code for passengers.

Chinese food zero-point service specification

12 Chinese banquet service specification

Thirteen western breakfast service specifications

Specification for lunch and dinner service of western food

The tenth five-year plan service standard for returning green vegetables

Code for hygienic work of sixteen-handed vegetables

Section 17 work specification

Code for service of firewood house and straw house

Specification for washing and disinfection

Code for hygienic work of restaurants

Twenty-one restaurant department shift system

One-day working standard of restaurant 22

Classification of unqualified restaurant services

Treatment of difficult problems in the 24 th restaurant

Measures to deal with customer complaints

I. 1. General requirements of waiter gfd:

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.

2. 1 Hair should be neatly combed, with no eyebrows in front and no collar at the back. Waiters are not allowed to keep sideburns or beards; If the waitress has long hair, she should roll it up with a uniform hair clip, do not put on thick hair oil, and the hairstyle is beautiful and generous;

2.2 According to the requirements of the hotel, don't wear necklaces, bracelets, rings, earrings and other valuable accessories to work;

2.3 Don't grow nails, apply nail polish and heavy makeup, and wear light makeup;

The waiter insisted on shaving every day.

3. Clothing:

3. 1 Wear the designated tooling, wash it, iron it, buckle it completely, and don't roll up your sleeves;

3.2 Ties and bow ties should be worn correctly; Wear the work number plate (on the left chest);

3.3 Shoes and socks should be neat and tidy. Wear the shoes designated by the hotel. The opening of socks should not be shorter than pants and skirt feet (flesh-colored stockings should be worn when wearing skirts);

4, personal hygiene:

4. 1 do "four diligence", that is, wash your hands and take a bath frequently; Regular haircut and shaving; Wash clothes frequently; Trim your nails frequently;

4.2 Don't eat raw onion, garlic and other foods with strong smell before class.

Attendants should check their gfd before going to work every day. Don't look in the mirror, put on makeup and comb your hair where there are guests in the restaurant. Tidy up your instruments and go to the designated workshop.

6. Standing service: stand naturally and generously, with proper posture, correct posture, eyes looking straight up and smiling. The waitress put her hands crossed under her navel and her right hand on her left hand, keeping the posture of providing service at any time. When the waiter stands, his feet are shoulder width apart, his left hand holds his right hand, and his back is below his waist. Don't put your hands on your waist, hold them on your chest. Don't lean back or help others when standing.

7. Walking: The steps should be light and steady, the stride should not be too big, it should be natural and natural, and the eyes should look straight at the front or guests. Don't receive guests in a hurry. When you have to surpass the guests because of work needs, you should apologize politely. When you meet the guests, you should nod your head and say some polite words, such as "good morning" and "hello". Walking in the hotel, usually on the right side (not in the middle), try to keep walking in a straight line. In case of emergency, you can speed up the pace, but don't run in a hurry.

8, gestures: to do it, formal, decent, moderate, palm up. When playing posture, you must follow the requirements of the specification, fingers naturally close together, arms extended, palms up. Different gestures have different uses, such as "when you walk into a restaurant" with a curved arm and "when you show the way" with a straight arm. In the service, "please" is horizontal and "please sit down" is oblique.

9, the waiter should do "three light:

That is, speaking lightly, walking lightly and operating lightly. Pass tea, serve food, withdraw food,

Take it carefully when eating and move it in an orderly way; Don't open and close the door too hard, and always keep the restaurant quiet.

10, the waiter's behavior should be:

Don't whisper, tell others what to do, scratch your head, scratch your ears, etc. Behave properly in front of guests.

1 1. Waiters should achieve "five essentials" and "five don 'ts" when serving customers:

In other words, one should smile and be happy.

Give people a sense of intimacy; Don't appear cold and dull, give the guests a feeling of indifference and coldness; Third, treat guests with sincerity, be neither humble nor supercilious, and give people a sense of sincerity; Don't be afraid, just be Nuo Nuo, giving people a feeling of hypocrisy. Fourth, be calm and steady, giving people a feeling of being unhurried; Don't panic, give the guests a feeling of impatience. Fifth, look calm, relaxed and confident, giving people a sense of relief; Don't frown, give the guests a sense of weight.

12. Projects submitted during the service period:

You should stand, submit with both hands, and be humble. You shouldn't throw things or push things at guests casually.

2. Polite expressions in restaurant service

Polite terms should be "seven tones" and "cross" "Seven tones" are greetings, inquiries, thanks, apologies, responses, blessings and farewell. "Cross" means hello, please, thank you, sorry, goodbye.

1. Greeting voice:

1. 1 "Hello, sir (miss)! Welcome. " /"Good afternoon (evening), welcome!" /"Welcome to eat here"/"Welcome! A * * * How many people are there? Please sit here. "

1.2 "Sir (Miss), do you have a reservation? Which room (table) is it? "

1.3 "Please follow me"/"This way, please"

Seek advice

2. 1 Would you like to sit here, sir (miss)? "

2.2 "Excuse me, sir (miss), may I order now?" /"This is the menu, please select"

2.3 "Excuse me, what kind of drinks do you like? We have here ... "

2.4 "Sorry, I didn't catch what you said, could you say it again?"

2.5 "What would you like to eat, sir (miss)? We have a new ... (our specialty is ...) "

2.6 "What else do you need, sir? Do you want to use some ...? "

2.7 "Excuse me, sir, can I serve now?"

2.8 "Excuse me, sir, can I change this dish into a small one?" /"Excuse me, can you take this plate off?"

2.9 "Excuse me, sir, do you have fruit platters? We have fruit here ... "

2. 10 "Did you eat well?" /"Are you satisfied?" /"Anything else?"

2. 1 1 "Can I pay your bill now?"

Thank you.

3. 1 "Thank you for your comments (suggestions), and we will definitely correct them.

3.2 "Thank you for your help"

3.3 "Thank you for coming"

3.4 "Thank you for reminding me"

3.5 "Thank you for your encouragement, we will try our best."

4 Apologize

4. 1 "Sorry, this dish takes time. Would you please wait a little longer? "

4.2 "I am sorry to have kept you waiting. This is a dish.

4.3 "Sorry to have kept you waiting"

4.4 "Sorry, this variety has just been sold out, and the хх dish is basically similar to its taste and materials.

4.5 "Sorry, I put your food wrong"

4.6 "I'm really sorry, shall we make it for you again?"

4.7 "Sorry, please wait a moment, it will be ready soon!"

4.8 "Sorry"

4.9 "I'm very sorry for soiling your clothes. Shall I take it to wash?"

5 response sound

5. 1 "Ok, I'll inform the kitchen and do as you ask."

5.2 "Ok, I'll go right away"

5.3 "Ok, I'll arrange it right away."

5.4 "Yes, I'm a restaurant waiter, and I'm glad to serve you."

5.5 "Thank you for your kindness, we don't accept tips."

5.6 "Never mind, this is what I should do."

5.7 "I see."

6 blessing sound

"Please enjoy your meal."

6.2 Happy New Year/Happy New Year/Merry Christmas/Happy holidays

6.3 "I wish you a happy wedding."

6.4 "I wish you a speedy recovery."

6.5 "Happy birthday to you."

6.6 "I wish you a happy mood."

7 farewell sound

7. 1 "Take care, sir (miss). Welcome to visit next time. "

7.2 "Goodbye, Sir (Miss)"

7.3 "Please go slowly"/"Please go.

Other polite expressions in restaurants

8. 1 "Please use tea"/"Please use towel"/"Please use wine"

8.2 "All your dishes are here, please have a taste."

8.3 "Please give us more valuable comments on our services and dishes."

9. Precautions for polite expressions

9. 1 Pay attention to the guest, smile, and stay in the triangle of the guest's eyes and nose. Don't look around and be absent-minded;

9.2 hang your hands upright, lean forward slightly, and cross your hands on your abdomen; distance

When (generally about one meter is appropriate), don't rely on other things;

9.3 Be gentle and kind. If you can express yourself clearly in words, try not to make gestures. 9.4 Advance and retreat in an orderly way, then take a step back and turn around and leave as a sign.

Respect the guests, don't turn your head and leave;

9.5 Speak Mandarin. English is the main foreign language, and there is no foul language. The tone is cordial, warm and sincere. Don't be rude or artificial. Speak clearly and fluently, express yourself accurately, subject to what the other party can hear. Speak slower than the guests, and the language effect should not be affected by personal emotions. Don't disturb the conversation between guests. If it is necessary to interrupt, you can say "I'm sorry" during the conversation and speak after the guest agrees. After speaking, you should say thank you.