Rules and regulations of catering waiters

1. Comply with national laws, regulations and decrees.

2. Abide by the rules and regulations and work rules of the restaurant, strictly observe discipline, be loyal to their duties, obey the leadership, and not act beyond their authority, not partially or perfunctory.

3. Departments and employees should respect each other, unite and cooperate to create a harmonious atmosphere.

4. Take care of the overall situation, know the general situation, safeguard the reputation of the restaurant, and do nothing that damages the reputation and rights of the restaurant.

5. Do not engage in business related to the restaurant business or take part-time jobs outside the restaurant without permission.

Second, the professional ethics:

1, advocating professionalism, being conscientious, enterprising and persistent.

2. Keep learning, broaden your knowledge, make continuous progress, and be a competent employee. For the business we are engaged in, we should take professional standards as the criterion, strictly demand and complete the work with high quality.

3. Proceed from the interests of the restaurant, do your job well, and don't affect your work for personal reasons.

4. Integrity and integrity. For all aspects of the work of the restaurant, it is necessary to put forward opinions and suggestions in a timely manner through normal channels; We should stop this wasteful behavior that damages the image of the restaurant.

5. Without the approval of the general manager, no employee may inspect, negotiate or sign a contract in the name of the restaurant; No guarantee certificate shall be provided in the name of the restaurant, and no public activities shall be attended on behalf of the restaurant.

6, in the work interaction, are not allowed to ask for tips and gifts from the guests. Strictly abide by professional ethics and do not accept gifts, bribes or loans from people or units related to restaurant business. ?

7. The staff of this restaurant should be brave enough to admit their mistakes and take responsibility when they cause damage to the restaurant due to negligence or intentionally, and don't pass the responsibility on to others.

8. Respect customers and peers; Pay attention to your moral cultivation and get rid of bad habits. In dealing with customers, we should be polite and neither supercilious nor supercilious.

9. Be loyal to their duties, keep the business secrets and work secrets of the restaurant, and properly keep the documents, contracts and internal materials of the restaurant.

10, the financial situation of the restaurant, legal affairs, marketing strategy, customer information, business contracts, employee salaries, dividends and rewards, etc. , except those who have been publicly notified, shall not be inquired or disclosed.

1 1. Resignators must apply to the company's personnel department one month in advance, properly explain their work and handle the aftermath. Otherwise, the resignee himself will bear all the adverse consequences and economic losses.

12, the guest is the most important person in the restaurant's direct and indirect communication. Guests don't depend on us, we depend on them. Don't mistake the guests for the burden of work, they are the purpose of restaurant work. Our service to our guests is not charity, and it is our pleasure that our guests are willing to accept the service.

Third, the daily code of conduct:

1, get to work on time, I punch in; Don't be late, don't leave early, and don't leave without leave. Strive to complete the work undertaken in time, without delay or backlog.

2. The working hours are clean and tidy, and the attitude is serious; Dress decently.

3. During working hours, don't post, chat or do anything unrelated to work. If you have to leave, you should get the permission of the supervisor before you leave.

4, civilized work, no loud noise and slapstick during working hours, consciously be civilized in language and behave appropriately.

5. Don't receive friends and relatives who visit for personal reasons during working hours, and don't bring people who have nothing to do with work into the restaurant.

6, do not throw confetti, peel, do not spit. Every employee should keep the dining room and dormitory clean.

7. Take care of the property of this restaurant, don't waste it, and don't harm the public interest. Restaurant facilities are placed in a fixed position, and reset in time if they are moved. The desktop should be clean and tidy, and irrelevant items should not be placed.

8. After work, the restaurant staff should check whether the windows, lights, fans, air conditioners and other electrical equipment are turned off, and leave only if there are no remaining problems.

9. Fill in my personal file or personal information truthfully and carefully, and inform the company of the corresponding changes in time.

10 obey the command of the superior. If you have different opinions, you should inform them diplomatically or make a written statement. Once the decision is made by the superior, it must be implemented immediately.

1 1. Except the staff on duty, the working hours of this restaurant are 10 hours every day, with two days off every month. Tomb-Sweeping Day, Dragon Boat Festival and Mid-Autumn Festival have a holiday every year.

12. The daily commuting time of the management department can be determined in advance according to the change of seasons, and implemented by announcement.

13. You should sign in or punch in to and from work in person, and you are not allowed to entrust others to sign or play on your behalf. In case of signing or playing on behalf of others, both parties shall be treated as absenteeism. ?

14. According to the needs of work, the restaurant has the right to adjust its staff positions internally. ?

15 except the staff on duty, the daily working hours of this restaurant are set at 10 hour. If necessary, the working hours can be extended to 2 hours according to the relevant government regulations, and the extended time is overtime. ?

16. In addition to the provisions of the preceding paragraph, due to natural disasters and seasonal relations, the working hours may be extended in accordance with the relevant provisions of the policy, but the total working hours per day shall not exceed 12 hours, and the cumulative extended time per month shall not exceed 60 hours. Overtime wages should be compensated according to appropriate circumstances.

Fourth, work attitude:

1, according to the operating rules of the restaurant, complete all the work accurately and timely.

2, employees have different opinions on the boss's arrangement but can't convince the boss, in general, should obey first.

3. When the employee is not satisfied with the reply from the immediate superior, he can go above his level and report to the superior.

4. Work hard, be enthusiastic, speak kindly, be modest and prudent, and behave steadily.

When dealing with customers' complaints and criticisms, you should listen calmly and explain patiently. Under no circumstances should you argue with the guests. If you can't solve the problem, you should report it to your immediate supervisor in time.

6. Employees should get ready for work ahead of schedule. Do not leave without leave or leave early during working hours. Employees on duty are not allowed to leave their posts until the next shift takes over. Employees should leave the restaurant within 30 minutes after work.

7. Employees are not allowed to receive visits from relatives and friends anywhere in the restaurant. Employees are not allowed to use the restaurant phone without the consent of the department head. Private calls outside the line will not be connected, and emergency calls can be made to various departments' offices.

8, it is forbidden to string hillock at work, chatting, eating snacks. Smoking is prohibited in restaurants, kitchens and other public places, and nothing unrelated to work is allowed.

9, hospitality, standing service, use polite language.

10. During working hours, do not cut your nails, pick your nose, pick your teeth, yawn or sneeze by hand.

1 1. Keep quiet and don't make any noise during working hours. Speak lightly, walk lightly and operate lightly.

12. When employees enter or leave the restaurant, security personnel reserve the right to check their belongings at any time.

13. The articles in the restaurant (including those issued to employees for use) are the property of the restaurant, and the parties concerned must make compensation as appropriate, regardless of negligence or intentional damage. If an employee commits theft, the restaurant will immediately dismiss him and hand him over to the public security department according to the seriousness of the case.

Verb (short for verb) gfd:

1, dress neatly and without damage, wear uniform work clothes in the restaurant, wash and change frequently, and keep shoes and socks consistent.

2, male employees: hair eyebrows, side but ears, back but collar, generous hairstyle, no beard.

3. Female employees: no hair, no colored nail polish, no other accessories except wedding rings.

4. All employees should keep their mouths clean, free of peculiar smell and their nails neatly trimmed.

Appendices of intransitive verbs:

1. Money or articles found anywhere in the restaurant should be immediately handed over to the relevant departments for detailed records.

2 three months unclaimed, decided by the restaurant management authority.

Failure to report will be regarded as theft.

Seven, fire safety:

This restaurant is equipped with standard fire-fighting facilities. Every employee must be familiar with and understand the correct use of fire extinguishers and fire-fighting equipment, and memorize the fire stairs and evacuation passages in the restaurant.

1, fire protection:

* Observe the "No Smoking" regulations in relevant places.

* It is forbidden to throw away cigarette butts or other combustible materials at will.

* Waste paper, dirty blankets, dirty cotton cloth or other flammable items shall not be piled up anywhere in the hotel to prevent flammable sources.

* Not allowed to be placed near the stove or high wattage electric lamp.

* Containers containing inflammable and explosive articles shall not be placed at will and left unattended.

* Any employee who finds that cigarette butts are still smoking should put them out immediately.

* If wires are found to be loose, worn and broken, power sockets and electrical appliances are damaged, etc. , should immediately report to the maintenance department, in order to repair in time.

* Chefs must check the safety status of fuel pipes, burners, switches and other facilities before going to work. If leakage is found, the valve should be closed and reported to the maintenance department.

* The chef must check all kitchen equipment and close all valves before coming off work.

2. Voluntary Fire Protection Committee:

Include the following personnel:

General manager, deputy general manager, executive general manager, manager, chef, security guard, volunteer fireman.

The fire committee shall hold regular meetings to check the fire-fighting equipment and ensure the implementation of fire-fighting work.

3, fire extinguishing procedures:

After the fire broke out, the general manager immediately notified "1 19" while directing the fire fighting.

Staff involved in fire fighting in restaurants should follow the following procedures:

The hydraulic engineer should report to the maintenance center and pay close attention to the fire water supply system.

The electrician reported to the lobby and cut off the power supply according to the instructions.

Security personnel report to the lobby, accept instructions from the general manager, and assist in fire fighting and personnel evacuation.

When the fire brigade arrived, they took over the command to put out the fire until it went out.

4. Evacuation:

The general manager of the restaurant issued an evacuation decision, which was organized and implemented by the restaurant management.

The waiter should knock on the door to inform all guests and check, and inform them to leave the room immediately.

The waiter led the guests to evacuate from the stairs and the building and gather at the designated place.

The floor supervisor/employee should quickly check and close all doors, windows, corridor doors and side doors, and then leave the site.

Eight, rewards and punishments regulations:

1, excellent staff:

According to the job responsibilities of each employee, the restaurant conducts monthly assessment and rating, and conducts appraisal at the end of the year. The restaurant will give honors and rewards to those who are rated as excellent employees.

2. Awards and promotions:

Restaurants who have made outstanding contributions in improving management, improving service quality and economic benefits, or creating outstanding achievements in the daily work of restaurants will be rewarded or promoted.

3. Types of disciplinary action/dereliction of duty:

Disciplinary actions include verbal warning, error correction interview, written warning, dismissal warning, dismissal or dismissal.

Dereliction of duty is divided into three categories: A, B and C. Whoever commits any of these categories will be deducted from the attendance award.

Grade A dereliction of duty, fine 10 yuan. Those who have been punished for more than three times shall be dismissed.

20 yuan will be punished for class B dereliction of duty, and he will be dismissed for more than three times.

Anyone who commits Class C dereliction of duty will be fined, warned or dismissed according to the seriousness of the case.

Grade a dereliction of duty:

Be late for work and leave early;

The instrument is untidy;

A long hair;

B leave nails and dirty hands;

C standing posture is incorrect;

D put your hands in your pockets;

E sleeves and trouser legs are rolled up;

F does not meet the appearance requirements;

AWOL or loitering in other departments;

Failing to comply with the regulations on making phone calls;

Damage to work clothes;

Absenteeism in training class;

Violation of employee dining regulations;

Entering hotels and other important units or other entertainment places;

Listen to the radio, tape recorder or watch TV at work;

Do private affairs at work, read books, newspapers and magazines;

Bringing a wife, husband, boyfriend and girlfriend into a restaurant without permission;

Use guest facilities and tableware;

Use restaurant tools to handle personal affairs;

Make a loud noise or make indecent moves in public places where guests can see and hear;

Gather people in public places and restaurants to discuss personal affairs;

Class b dereliction of duty:

Don't punch in and out of work or instruct others to punch in for themselves and others;

Be impolite to guests and colleagues;

Damage to restaurant property due to negligence;

Conceal the accident;

Refusing to check packages, handbags or employee ID cards safely;

Refuse to carry out the instructions of the administrator/department head;

Dozing off at work;

Change the work card;

Violation of safety operation procedures;

Say swearing words;

Change the shift, rest day or rest time without consent;

Go too close to the guests beyond the scope of work;

Smoking in places other than designated places;

Do not report the shortage of property;

Littering in restaurants;

Failure to comply with fire regulations;

Damage to public property;

Poor work performance or low work efficiency;

Disobeying the reasonable and lawful orders of the supervisor or superior;

Unauthorized configuration of any key in the restaurant;

Making false or defamatory remarks, affecting the reputation of restaurants, guests or other employees.

Class c dereliction of duty:

Endangering anyone in the restaurant;

Beating others or fighting with each other;

Asking customers for tips or other rewards;

Conduct unethical transactions;

Leaking confidential restaurant information;

Dally with or bully others;

Bribe;

Stealing the property of restaurants, guests or other people or taking food and drinks from restaurants and guests;

Violation of store rules, resulting in significant impact or loss;

Gambling in restaurants;

Deliberately damaging fire fighting equipment;

Commit a criminal offence of any country;

Deliberately damaging bulletin boards, public property or other people's articles;

be absent from a lesson

Nine, staff suggestions:

If there is anything that needs employees to improve service and strengthen safety; Opinions or suggestions on increasing income, reducing costs and improving the relationship between employees and the company should be submitted to the management department in writing. The management welcomes your suggestion and will study it carefully. Once adopted, the relevant employees will be rewarded by the hotel.

X. Employee leave shall be handled according to the following provisions:

1. Sick leave-If you need treatment or rest due to illness, you must take sick leave with a sick leave note issued by a county-level hospital, and the cumulative period of sick leave shall not exceed 5 days per month.

2. Personal leave-employees are not allowed to take personal leave without sufficient reasons. If you need to handle personal affairs, you can ask for personal leave, which shall not exceed 3 days per month. Deduct the monthly attendance award.

3, marriage leave-I am married, can ask for marriage leave for 5 days. ?

4. bereavement leave-if grandparents, parents or spouses die, they can take four days of bereavement leave, and if grandparents, parents or children of grandparents or spouses die, they can take two days of bereavement leave. ?

5. Maternity leave-Women who are engaged in personnel delivery can take maternity leave for 3 months (public holidays are counted). Two weeks' holiday is given to those who have miscarried three to five months pregnant, and 1 week holiday is given to those who have miscarried three months ago. ?

6. Public holidays-those who take the qualification examination organized by the government (without taking employment as the premise), join the army and participate in the election can have public holidays, and the holidays are determined according to actual needs. ?

7. Work-related injury leave-you can take work-related injury leave, and the leave is determined according to actual needs. ?

8. Those who take overdue leave shall be regarded as absenteeism, except for sick leave, which shall be dealt with according to the first paragraph of the preceding article. However, if it is a serious illness that cannot be cured in a short period of time, it can be reported to the general manager to extend the sick leave according to his condition, qualifications and service performance in the company, with a maximum of 1 month.

9. If the personal leave is overdue due to special or unexpected accidents, and strong evidence is provided, the general manager may be required to extend the personal leave for no more than 10 days, and the overdue period shall be handled according to regulations. ?

11. Please pay the holiday salary according to the following regulations:

1. If the sick leave, marriage leave and funeral leave do not exceed the specified number of days, or the sick leave is extended, the salary for the number of days off will be deducted.

2. If you take maternity leave or public holidays, the number of days off will be deducted from your salary. ?

3. The salary for work-related injury leave is compensated by the restaurant for the difference of its original income. ?

When employees ask for leave, they should fill out a leave form. Sick leave should be accompanied by a doctor's certificate. Work-related injury leave should be accompanied by the certificate of labor insurance hospital or specialized hospital. Anyone who fails to take leave or is absent from the scene will be treated as absenteeism. ?

5. Three days' salary will be deducted for one day of absenteeism, and part of a day will be counted as one day. Those who arrive at work within 3 minutes to 15 minutes after the start of working hours are late, and those who leave work within 15 minutes before the end of working hours are early. Those who arrive late and leave early will be fined 10 yuan, deducting the attendance award of the month. ?

6, public holidays, should be in the case of not interfering with the normal work, arranged by each department according to the actual situation. If you really can't take a vacation before the end of the year due to work needs, you can pay a bonus according to the number of days you haven't taken.

7. Two days' salary will be deducted for one day of personal leave.

Twelve. Employee resigns:

Employees must submit a written application to the person in charge of their department (the probation period is 3 days, 30 days before the formal entry), and they can leave their posts only after being approved by the restaurant.

Thirteen. Dismissal:

1. The employee resigned voluntarily, without any fault, in line with the procedures stipulated by the restaurant. After the approval, the restaurant will refund the deposit and pay the salary of the month.

2. In any of the following circumstances, the hotel has the right to terminate the contract and will not refund the salary and deposit of the employed employees.

1. Failure to observe labor discipline, dereliction of duty and serious violation of hotel rules and regulations.

B, absenteeism for more than 3 days, sick leave and personal leave.

C. Bad service attitude, weak sense of responsibility, and graft have a serious impact on the reputation of the hotel.

D fighting, heckling, making false or defamatory remarks, causing serious losses.

E. violating national laws and being investigated for criminal responsibility according to law.

F, in violation of family planning laws and regulations, resulting in adverse consequences.

G. The employees in the restaurant are promiscuous, in love and mixed. ?

H. disobeying the arrangement of the superior without reason, and the circumstances are bad.

Fourteen, ten good habits of employees:

The essence of excellent service is a habit of restaurant staff. The restaurant carries out a series of training, with the ultimate goal of cultivating employees to form good service habits. Quality service is an abstract concept with many different definitions, even if employees know it by heart, it is meaningless.

Restaurants should break down the big goal of quality service into different small goals and provide concrete and feasible operation guides for employees. Otherwise, quality service will always be just a grandiose empty talk.

Provide a clear, standardized and easy-to-operate blueprint for self-cultivation for restaurant employees. This blueprint cannot exhaust all the things that restaurant employees should know and do, but as long as employees can form the following habits of 10, this employee must be an excellent employee. If all the staff in the restaurant can form these habits, this restaurant will definitely become an excellent restaurant.

The first habit: employees must know the restaurant's goals, values, beliefs and their scope of work. The goal of the restaurant can only be achieved through the efforts of all the staff.

Goals that only management knows are goals that have no foundation. What employees need to know most is the expectations and requirements for the restaurant. Their knowledge and understanding of these goals directly affect the service quality of restaurants.

Therefore, every employee has the obligation to understand the goal of the restaurant and should further understand the work related to employees in various restaurant strategies formulated around this fundamental goal.

The second habit: all employees must try to address the guests by their surnames, anticipate and meet their needs, and send them off warmly and cordially. Calling guests by their surnames shows respect and concern for them.

Meeting the needs of guests is the basic requirement of service, but if you want to feel at home, you must constantly sum up in practice, foresee the needs of guests, and take the initiative to help guests solve their difficulties when they don't propose or think it is extra service. Similarly, don't forget to do a good job of seeing the guests off and send them away kindly, so that the whole service process is over.

The third habit: employees should not use guests' facilities and equipment during working hours. Whenever and wherever, actions should put customers first. Employees should cultivate restaurant awareness. Restaurant consciousness means that the words and deeds of restaurant employees should have the professionalism and demeanor of restaurant employees. What to do: greet guests and colleagues politely and ask if the guests need help.

Three lightness: walking lightly, speaking lightly and operating lightly.

Quiet: When there are guests, you should stop the internal dialogue and pay attention to the needs of the guests. If you are talking to another guest or talking on the phone, you should greet the guest with your eyes. Don't talk loudly to colleagues or other guests.

Avoidance: when cleaning the box, if the box guests return to the box, they should take the initiative to ask if they are disturbing the guests and take the initiative to avoid them.

Politeness: Guests should be polite when using the public facilities of the restaurant, so that guests have priority. In the corridor, guests should go first politely.

Convenience: Service is for the convenience of guests. Restaurant waiters should not cause inconvenience to the guests, because they are serving them. For example, when cleaning a public toilet, if a guest wants to use it, you should let the guest use it first, and then continue cleaning. Accompany the guests to the destination in the restaurant, not just the direction, and so on.

The fourth habit: be sure to smile at the guests and employees within 3 meters in front of you, so that the guests on the phone can hear your smile. Smiling is an important habit of catering practitioners. Smiling will not only bring joy to guests, but also resolve their dissatisfaction. We not only ask employees to smile at the guests, but more importantly, make smiling a part of employees' lives.

The fifth habit: in order to meet the needs of customers, make full use of the power given to you by the restaurant until you seek the help of the general manager. Meeting customers' needs is the source of profit for restaurants. As long as it meets the needs of the guests, employees should have confidence in their own judgment and use the authorization of the restaurant to solve the difficulties of the guests. When necessary, don't be stingy to seek support and assistance from colleagues and superior managers in other departments until you bravely seek assistance directly from the general manager. Restaurant managers should encourage and cultivate this spirit and courage of serving customers wholeheartedly.

Sixth habit: employees must constantly understand the shortcomings of the restaurant and put forward your suggestions for improvement to make the service and quality of the restaurant more perfect. Any restaurant has numerous shortcomings, and only by continuous improvement can it adapt to the ever-changing competitive environment. Restaurant management should create an open environment for employees to eliminate fear, and treat any employees' opinions and suggestions with the attitude and way of treating guests' complaints.

Seventh habit: communicate actively and eliminate prejudice between departments. Don't put the blame on other departments or colleagues. In the workplace, don't make negative comments about restaurants. When guests express their opinions, it is not uncommon for employees to shift the responsibility to other colleagues or other departments, or even to leaders. They don't understand that the guests are not considering which department or person should be responsible for the restaurant, but the restaurant should be responsible. This shirking attitude of employees will make the guests more dissatisfied and further damage the overall image of the restaurant. Therefore, it is necessary to distinguish between internal and external services in restaurants. Responsibilities should be clearly defined internally and the overall image of the restaurant should be maintained externally.

Eighth habit: treat every guest's complaint as an opportunity to improve service. Listen and take the fastest action to solve the guest's complaints and ensure that the complaining guests are appeased. Make every effort to regain the trust of the guests. Employees must realize that no guests are willing to complain.

Employees should regard every complaint of the guests as an opportunity to retain the guests, and must do everything possible to respond quickly and solve the problems in order to regain the confidence of the guests in the restaurant.

The ninth habit: the uniform should be clean, tidy and fit, the shoes should be polished, the gfd should be upright and generous, and the post should be confident. Employees are full of energy, neat and confident when they take up their posts, which not only expresses their attention and respect for the guests, but also fully demonstrates the image and management level of the restaurant. Self-confidence comes from the ability to control the work, satisfaction and related knowledge. Only confident employees can be proud of their work, and confident employees can be respected by guests.

The tenth habit: take good care of the property of the restaurant, and repair it immediately if you find that the equipment and facilities of the restaurant are damaged. Not caring for the assets of the restaurant is equivalent to increasing the operating cost of the restaurant. Without maintenance awareness and timely maintenance, the new restaurant will soon become obsolete. Restaurants don't have to pursue luxurious decoration and decoration, but they must have complete and constantly updated equipment, and employees should strive to create a living and parking environment that surprises guests!

Fifteen. Version:

Hotel staff handbook can be revised or updated according to business needs.

If there is any discrepancy between this manual and the official announcement of the hotel, the official announcement of the hotel shall prevail!