27-step service process for restaurant waiters (full version)

Waiters in restaurants generally wear uniforms, while waiters in modern restaurants and western restaurants wear suits or suits. Most of the waiters in old tea restaurants wear cultural shirts; Some new restaurants will use T-shirts and aprons as uniforms. The following is the 27-step service process for restaurant waiters that I have compiled for you (complete). For your reference, welcome to read!

27-step service process for restaurant waiters (full version)

Service engineer service process

Overall process:

Standing to welcome guests? Is there a seat for welcoming guests? Pull up the chair and give up your seat? Connect the coat with the hat? Tea? Pour tea? Increase or decrease the number of seats? Confirmation menu? Would you like a drink? Withdraw the cup flower chopsticks cover? Send towels? Cold dishes? Hot dishes? Pour wine? Serving service? Catering service? Value-added services A big market is a small market? Change tableware (bone plate, ashtray)? Change towels? Clean the countertop? Staple food? What are the consequences of this meal? Packing? Check out? See the guests off? Close the station

General requirements: (1) Action standard requirements.

Smile, elegant, natural, generous, decent, standardized, all operations in the meal are lower than the guests' shoulders, and their feet are in a T-step.

Follow the three-step principle, and all in-meal service operations should be carried out clockwise.

(2) Language standard requirements:

Sweet voice, moderate speech speed, speaking Mandarin, flexible response, decent speech and affinity. Before meals: First, the specific process of standing to welcome guests:

1. Stand on the right side of the balcony door within 5 minutes after the regular meeting of the department. 2. Long-term requirements:

Hold your head high, smile and look straight in the direction of the visitor. When you meet a guest who doesn't need guidance, say hello to the guest and order.

Head signal. It is forbidden to whisper, glance left and right, and make too many small moves. A lady's foot? Ding? Font or? v？ Glyph, right hand holding left hand crossed, hands naturally placed in front of the lower abdomen. A man's feet are shoulder-width apart, his right hand grips the jaws of his left hand, and his hands are naturally placed in front of him. The language is: How about noon (evening)? .

Second, the specific process of welcoming guests:

When leading guests, we should do: two to one, smile, respect and say hello. 1. Say hello to the guests when they are about 3 meters away from you. How about noon (evening)? .

2. When leading the guests, the gesture is that the fingers of the right hand are naturally close together, the palm is up, the palm is at a 45-degree angle with the ground, the forearm is straight, the elbow joint is extended obliquely upward, pointing to the target, and the eyes are on the target. The language is: please inside.

Third, pull the chair and give up your seat:

1. When a guest wants to sit down, he/she should immediately step forward and offer his/her seat by pulling the chair. When pulling the chair, lean forward, put the chair on the back of 1/2 with both hands, lift it gently, and move your feet backwards without making a loud noise. The distance between the front edge of the chair and the table should be 40㎝ (except in special circumstances), and then gesture with your right hand. When sending the chair forward, as long as the guest can feel the position of the chair, the action should be light, steady and accurate. Talk? Please give me XX. ? Or? XX, I'll prepare a (cushion) for you, so it will be more comfortable to sit up. ? Don't pull the chair too hard, too fast or too loudly.

2. Provide special services for special guests, such as children under 5 years old, infants over/kloc-0 years old, pregnant women, the elderly, the disabled and special guests with height and weight, such as high and low chairs, cushions and baby chairs.

For rooms with lounge or sofa, remind the guests to have a rest here before the banquet. XX, you have a rest on the sofa first. Do you want me to turn on the TV for you?

Four, the specific process of clothes hat connection:

1. When you see the guest undress, come forward to provide service in time and stand behind the guest when operating (men's feet are shoulder width apart;

A lady's foot? Ding? Font), stand naturally, hook the collar with the middle finger and forefinger of the left hand, help the guest take off his coat with the right hand according to the habit of the guest, and remind the guest whether he needs to take things (such as mobile phone, cigarette, lighter, etc.). ), and it is forbidden to touch the guest's skin. 2. The guest's clothes should be neatly arranged, and the clothes that are not neat or the sleeves turned out should be sorted out. When guests present ties or scarves at the same time, in order to avoid confusion, they are required to be put together (dusting clothes for guests of the opposite sex is not allowed). 3. After the clothes are hung, put them as required, and distinguish the clothes of the main guests. The order of hanging clothes on a straight hanger or wardrobe is to face the right hand side of the hanger, that is, the guest and the owner, and push it down clockwise. When hanging clothes on the hanger, it is required to remember which guest the clothes belong to.

4. When the guest's clothes are directly hung on the back of the chair, use a protective cover (chair cover or mouth cloth) for protection. 5. When the guest wears clothes, immediately take out the guest's clothes from the wardrobe (clothes rack) and give them to the guest accurately.

6. When the guest has the intention to dress, take the guest's clothes in time and accurately, stand behind the guest, grab the collar with both hands, open the shoulders, dress the guest according to the guest's habits, and finally get dressed with both hands.

Five, ask the specific process of tea:

1. Stand on the right side of the host and deputy host and ask the guests if they need to prepare tea. Language:? XX, what kind of tea will I prepare for you today? We have (in order of medium, low and high)? . When the guests are hesitant, they can take the initiative to introduce the characteristics of various teas or suggest what kind of tea they want to drink. If the guest doesn't order tea, he can ask for a cup of boiled water or free tea.

3. After the guest confirms the tea ordered, record the tea ordered by the guest on the wine list, indicate the variety and quantity of tea, and collect it at the bar.

Sixth, the specific process of pouring tea:

1, pour the tea after it is soaked. Oolong tea, black tea and black tea must be washed. It's best to iron the teapot with boiling water before washing tea, so that the tea will be more fragrant. Add tea leaves, pour out the first sip of tea after the tea leaves are soaked, rinse again and then pour out.

2. Hold the tray with your left hand, lift the handle of the teapot with your right hand, and translate the teapot to the top of the teacup, about 1? 2cm。 Wrist hard, pour seven points full, and return to the original road in turn. When pouring the first cup of tea, name the tea and pour it under the guest's shoulder. What is the language? XX, please give me XX tea. ? Or? XX, please have tea. ? 3. Pour up to 6 cups of tea per pot, that is, you must add water in time to avoid adding water in the middle of pouring tea.

4. If there are guests who vomit wine, they will be full at six points; When there is vomiting, herbal tea or sundries in tea, guests should be asked to change tea in time. If each pot of tea is brewed more than 4 times, please consult the guests and change to a new pot of tea. Precautions:

1. When pouring tea, it is forbidden to open the bow left and right, the teapot mouth faces the guests, the tea overflows the teacup, and the teapot rises. 2. Waiting or empty cups are not allowed. Pay attention to smooth operation and avoid splashing, so as not to burn the guests.

VII. Increase or decrease of seats

Specific process:

1. When communicating with the guests, the service section actively consults the number of people eating. If the number of diners is less than or greater than the number of diners, it will take the initiative to consult.

Increase or decrease tableware.

2. Ask the guest for advice and say:? XX, how many people are there today? Let me help you set the table? . White gloves must be worn when adding and subtracting tables, and accepted tableware is not allowed to be placed in an obvious position where guests can see it. Keep your voice down when you collect the tableware, and handle it with care. (Pallets must be used)

3. All chairs should be one finger away from the wall, with their backs to the wall, and the distance between chairs should be one finger. Many chairs should be placed in a straight line. 4. It is not allowed to increase or decrease the number of seats unevenly, and there are no more than two spare chairs in the private room.

Eight, confirm the specific process of the menu:

1. Asked the guest if he wanted to order, but he didn't order.

2. Confirm the menu you ordered to the guest, and stand on the right side of the guest, leaning your upper body 15? , language:? Hello, this is your order today. Please have a look. ?

3. If the guest has any objection to the menu, adjust the menu for the guest according to the menu, price and customer demand, and consider the collocation of the menu. There must be no repetition of ingredients, and there are too many dishes of the same category or taste. After the adjustment, the order can only be placed if the guest agrees. 4. When adding or subtracting vegetables, pay attention to the phenomenon that the menu must not have repeated ingredients or too many dishes of the same category or taste.

Nine, to drink

1. Take the wine list and wine clip in your right hand, stand on the right side of the host or deputy host in a T-step, hand the wine list to the guest with both hands, then stand at the guest's 50CM place, naturally lean forward 15 degrees, hold the wine clip in your left hand, palm level, pen in your right hand, and speak with a smile. * *, what do you think we can prepare for you today? Here is the wine list. Please have a look. ? When talking directly with guests face to face, you need to keep a distance of 1 meter from them.

2. Accurately record the name and quantity of drinks ordered by the guests on the wine list. If the number of guests dining is large, prepare more drinks with foresight.

3. The wine list is stamped at the cashier, one is UnionPay, and the other is made at the bar. 4. Consult and order the drinks and beverages that the whole table may need at one time. 5. Check the drinks ordered by the guests carefully.

6. When the guest orders a higher-priced drink, point to the price with your finger and give the guest a hint. The voice is moderate 7. Recommended drinks are introduced in the order of medium, low and high.

X. Specific process of removing cups and chopstick covers:

1. After the guests are seated, the cups and chopsticks can be taken away.

2. When withdrawing a cup of flowers, stand on the right side of the guest with a tray in hand, starting from the guest's seat, stand sideways, and the lady touches the ground with both feet? Ding? In word step, the right foot is in front and the left foot is in the back. Men's feet are naturally shoulder-width apart. When operating, keep your hands in contact with the cup with the smallest area to avoid touching the guests.

3. When removing the chopstick rack, hold the upper part of the chopstick rack with your right hand, put the chopstick rack behind the guest, and then put it on your left hand. Pour the chopsticks out of the chopsticks rack, hold the chopsticks with the thumb, index finger and middle finger of the right hand, and press the ring finger on the bottom of the chopsticks, so that the two chopsticks can be placed horizontally and neatly on the chopsticks rack.

4. Stand on the right side of the guest during the operation; Before the first course is served, it is required to open all the mouth cloths and chopstick covers.

XI。 The specific process of towel delivery:

1. Guests should be served with hot towels within 2 minutes after taking their seats.

2. Hold the tray with your left hand. According to the existing number of people, take towels out of the towel cabinet with towel clips and put them in the towel tray neatly.

Go in, start with the guest of honor.

3. The towels opened by the guests must be replaced immediately; At other times, it should be changed in time according to the needs of the guests, so that it can be changed with the dirty, and each guest should have no less than 2 meals, except for special circumstances, no more than 3 times. Use tweezers to remove the dirty towel, and don't hold the towel directly with your hands. When changing towels, dirty towels and clean towels use different tweezers.

4. According to the special requirements of the guests, provide ice towels (cooling with ice cubes) or room temperature towels. When the towel is heated, lift it up.

Show it to the guests, shake it to avoid burns (control it properly when eating and try to avoid excessive temperature). 5. Ensure that the towel is clean and tidy, with moderate temperature, neat and beautiful without peculiar smell, and strictly disinfected.

Twelve, the specific process of cold dishes:

Left-handed tray, right-handed serving in the vice-master's left and right hands, and announced the name of the dish. Pay attention to the collocation, color and utensils of meat and vegetables.

Thirteen, hot dishes

Call the vegetable distribution department and report the room number, number and name. The sample language is:? Hello, 888. Hot dishes for five people. ?

Fourteen, pour wine

1. Show wine:

(1) When displaying a single bottle of wine, hold the bottom of the bottle with your left hand, stick the bottle on your forearm at a 45-degree angle, and hold the wine box with your right hand 1/3.

At the bottleneck, lean forward 15 degrees to show the guests. XX, this is the XX wine you ordered. Can you open it now?

(2) When displaying multiple bottles: place the drinks in the order of low outside and high inside, with the trademarks facing the guests, neatly placed in the tray and held in the left hand.

Plate, standing on the right side of the host, gesturing with the five fingers of the right hand together, pointing to the drink for the guests to see.

(3) Before showing it to the guests, carefully check whether the bottle is damaged, whether the opening of the bottle is in good condition, and whether it has been removed after opening it.

Silk phenomenon or damage, according to the situation in a timely manner to coordinate with the bar, replacement; Check whether there are anti-counterfeiting signs. 2. Open the bottle:

(1) Open the wine with a suitable bottle opener in front of the guests.

(2) When opening champagne, sparkling wine and beer, avoid aiming the opening at the guests to prevent the bubbles of wine from spraying on the guests. (3) When opening a bottle, try to reduce the shaking of the bottle, and use wine and champagne after unplugging the cork? Smell the cork? Smell and distinguish

Whether there is a problem with the quality of wine. After opening the cork, wipe the bottle mouth with a clean napkin to avoid bringing dust from the bottle mouth into the wine. Pay attention to keep the cork of the red wine until the end of the meal, which is convenient for packing. Pour drinks:

In the order of the guest and the host, fall clockwise. If guests sit together, they should follow the principle of first importance and then generality. Ask the guest before pouring the wine: XX, what kind of wine do you want? Can you look at these upside down? Pour slowly when pouring, and let the guests decide how much to pour.

Remarks: Liquor is 8 minutes full; Beer is 8 points for wine and 2 points for foam; Dry white1/3; 3-5ml red wine, 80% white wine separator, red wine.

50% wine separator. When pouring wine, ask the guest how much to pour, and pour according to the guest's needs. ) When preparing drinks, follow the following rules: one bottle of white wine for 4 people, one bottle of red wine for 3 people, and one bottle of beer for 1 person.

Fifteen. The specific process of serving:

The order of going to the menu is: check the menu? Check the tableware? Check the dishes? Serve.

The order of dishes on the whole table is: fruit before dinner? Cold dishes? Open soup? Hot dishes (meat, poultry, whole fish, vegetables)? Dessert? Staple food (need to consult guests)? Fruit after dinner.

1. After receiving the menu, the waiter should make preparations before meals. Examples: soup bowls, hand washing cups, cutlery, seasonings, consumables, a set of tools, sanitary environment, etc.

2. When you see the food reaching your room, you should come forward to meet and check whether the food is consistent with the food ordered by the guests, make a list before serving, and indicate the time when the first cold dish and hot dish are served, and then wipe the edge of the dish with paper. (it should be checked: is it the food in this room; Whether the quantity and quantity are consistent; Color; Whether the hygiene is qualified; Whether the ship is damaged; Temperature; Wipe the edge of the disk).

3. Put the dish on the turntable from the right side of the vice-master, below the guest's shoulder. Not too loud. Push them forward gently. The edge of the dish is 2CM away from the turntable, and the fingers of the right hand are close together, that is, thumbs up. Turn the turntable clockwise for three times to transfer the dishes to the middle of the main and guest seats. Then step back two steps (right back and left back to right foot). Fingers together at 45 degrees to the ground, with the elbow as the axis, pointing to the target, and the arm at 90 degrees to the forearm. Moderate voice, clear pronunciation, you signal the name of the dish. Brine tribute goose, please taste it! )

4. When discussing dishes: follow the four principles of guest first, host second, female first, young first, main first and general first, and ensure that every dish is a vessel blindly, without cross talk.

6. Adjust the color of the whole table, hot and cold, vegetarian dishes and utensils, and arrange the shapes and sizes of dishes at any time. 7. All guest soups should be equipped with porcelain spoons, and the soup should be equipped with soup spoons. Dried abalone, Liaoshen and beef bones should be matched with knives and forks. Hairy crabs and lobsters should be equipped with hand cups and disposable gloves, and the dishes must be served with a male spoon.

Remarks: Taboo: Chicken doesn't offer head, duck doesn't offer palm, fish doesn't offer spine, and serving is fixed. Follow the principle of serving first, seasoning first and seasoning left and right. The fish should be horizontal with the left head and the right tail, with the upper ridge and the lower belly, and vertical with the upper tail and the lower head.

Sixteen. The specific process of meal sharing service:

Requirements: If there are too many dishes on the table to serve the next dish, the waiter should ask the guests for advice and serve them separately.

Standard: monitor? Consult? Separate meals.

Dining type: turntable dining; Pallet sharing; Take over the table and share the food.

When there are many dishes left on the table, or business guests are inconvenient to eat, they can serve separately. The little finger and middle finger are in a line, the ring finger is pressed at half of the spoon handle, the thumb and forefinger are held at half of the fork handle, and the five fingers cooperate to start eating.

1. When serving food on the turntable: stand on the right hand side of the guest, hold the spork in the right hand, and serve food with the left hand as needed, depending on the situation (whether to take clean food). The distance between the dishes and the edge of the turntable is 2 cm.

2. When the tray is divided into meals: stand on the guest's left hand side, holding the tray in his left hand and the spork in his right hand. The edge of the tray is tangent to the edge of the plate. 3. Pick up the table and divide the meal: take the dishes that need to be divided into meals to the table for division. Don't turn your back on the guests, turn your back on the guests, and meet the needs of the guests in time.

Seventeen, value.

According to the nature of the guests' banquet, report to the department manager and organize employees to provide value-added services to the guests. For example: birthday party, housewarming, promotion, etc. Value-added service should be natural and unpretentious, and the time should be controlled at about 3 minutes (depending on the actual situation) to avoid boring guests. The theme is mainly to show corporate culture and employees' mental outlook.

Eighteen, the specific process of large discount small:

1. When the amount of dishes on the plate is less than 1/3 or the dishes on the table are full and need to be served, after obtaining the consent of the guests, serve new dishes first, and then fold them before serving. Language:? Excuse me, XX, can I help you fold this dish into a small dish? Note: When there are few dishes on the table, don't fold them into small plates.

2. Action requirements: stand on the right side of the assistant host, lean forward, turn the turntable with your right hand, then the thumb touches the edge of the dish with the smallest area, which is lower than the guest's shoulder, and then turn back two steps to take the dish back to the table.

3. When stacking plates, use spork to stack the dishes in the big plate beautifully and neatly into the small plate. If there are flowers on the plate, just take them off, put the dishes away, and then put them back on the turntable.

4. When arranging labels or providing a small amount of food, try to avoid big discounts. Note: Bidding means that the marketing manager arranges the dishes in advance according to the guests' dining standards.

Nineteen, change the tableware (bone plate, ashtray)

Specific process:

1. Replacement time of bone plate: when hot and cold dishes alternate; When serving with shells; Before and after high-end dishes; Before and after eating; Before and after fruit; When there are more than two kinds of food in the dish; When the sundries exceed 1/3 of the food intake; Change with the dirty. Language:? Excuse me, can I change the bone plate for you? Excuse me, XX, may I help you close the bill? ? 2. When replacing the pelvis, hold the tray in your left hand, put the guest's plate in your right hand, and then put on a new one. If there are unfinished dishes on the guest's plate, help the guest put them back in a new bone plate in time. Language:? Sorry, XX, I'll change another disk for you. ? 3. Timing of changing the ashtray: No more than 2 cigarette butts are allowed in the ashtray; There are too many sundries in the ashtray; When the water in the ashtray exceeds 1/2. 4. When replacing the ashtray, for the porcelain ashtray, put the clean ashtray on the ashtray to be replaced, translate it to the tray, put the clean ashtray back in its original place, and press? Product? Font layout; For the crystal ashtray, first remove the dirty ashtray, and then press the clean ashtray. Product? (or a glyph) put it in the right place.

5. Time to empty the plate: At the dining table, when the dishes on the plate are finished or there are not many dishes left, take the initiative to ask the guests to share the food and then empty the plate.

6. When receiving an empty tray, the empty tray should be turned to the left or right of the assistant host and moved below the guest's shoulder; The square table can directly solicit the opinions of the guests, accept empty plates, and put the dishes evenly on the table to keep it beautiful.

Twenty, change towels

As mentioned above, change a towel before serving. Note that dirty towels and clean towels can't use the same towel rack.

Twenty-one, clean the table.

Specific process:

1. During the meal, observe the guest's dining table at any time and collect dirty, unused and redundant tableware in time. Before clearing the table, you should politely ask the guest's permission before clearing the table? Hello, XX, can I help you clean the table? When guests are talking or can't be disturbed, don't talk, just tidy up gently. 2. When there are sundries on the dining table, clean them with tweezers at any time. If there is soup, wipe it with a napkin to keep the table clean and beautiful.

Twenty-two, the staple food specific process:

1. Before the last course, stand at the right rear of the ordering guest, lean forward 15 degrees, and ask the ordering guest what staple food to prepare. Language? Excuse me, XX, and another XX dish is all here. Shall I prepare some staple food for you? 2. Serve staple food (eat alone)

Twenty-three, the consequences of the dinner.

VIP customers want to go to a guest fruit bowl, generally no less than 6 kinds of fruits.

Twenty-four, packaging

1. Ask guests if they need to pack. 2. Take the packed dishes to the buffet table for packing.

Twenty-five, the specific process of checkout:

Check the bill at the bar as soon as you get it back, and sign the bill after checking it. When the guest asks for the bill, take the guest to the bar to pay the bill immediately. Stand on the right side of the guest, with a distance of 1 fist from the bar, put the bill flat on the table, look at the bill, explain the bill to the guests one by one, and take the initiative to explain the drinks, high-end dishes, complimentary dishes and dishes returned during meals. (Notice from Invoice to Gift Activity)

Twenty-six, the specific process of Fujian:

1. If the guest intends to leave, according to the four principles (host and guest first, female first, male first, old first, young first, master first, then general), pull the chair away and help him get dressed.

2. Remind guests to bring their personal belongings (such as mobile phones, lighters, cigarettes, bags, storage items, etc.). ), and check whether there are any legacy items, and at the same time check whether there are cigarette butts that have not been extinguished in time, and turn off the electrical appliances in time. Language:? Leaders, check whether there are any lost items/carry-on items. This way, please ?

3. The waiter should send the guests to the entrance of the hall, send them to the car with the marketing manager, pass the packaging bag and watch the guests leave the line of sight. Language:? Take care, XX. Welcome to visit next time. ? 4. Fill it out at the banquet reservation desk in time after seeing the guests off? Departure time registration form .

Remarks: all operations in the meal are subject to the requirements of the guests. Flexibility is primary when there is a conflict between flexibility and standards. Five tones: welcome, question and answer, farewell, apology, and thanks for your help. There are five heats in winter: towel heat, room heat, tea heat, vegetable heat and smile heat. Add drinks, juice and tea in time according to the situation during the meal.

27, closing at 1. Specific process:

Check the room? Turn off the corresponding power supply? Go back and collect drinks? Pull up the chair? Sab, a towel? Holding the cup? Tableware? Clear the table? Remove the tablecloth? Close the rest area? Wipe the turntable? Change tablecloths and masks? Spread a tablecloth? Cleaning glassware? Cleaning small tableware? Cleaning the big tableware? Clean the ashtray? Set the stage? Clean the room environment? Cleaning the bathroom? Cleaning the bathroom floor? Clean the floor of the room? Cleaning the pantry? Clean the pantry floor? Turn off the light and leave the room.

2. Remarks:

Return and collect drinks: return the drinks in the bar in time and collect the drinks needed in the room. Turn off the corresponding power supply: air conditioner, TV, room lights (downlights), and collecting cups: juice cups, red wine glasses, white wine glasses, wine vessels, tea cups, etc.

Job responsibilities of restaurant waiters

1, work under the leadership of the restaurant manager, make a good table reservation, zero reception service, and keep clean.

2. Make preparations before meals, check whether the canteen equipment and tableware are in good condition, and equip with utensils according to the requirements of specification, layout and beautifying the environment.

3, keep the restaurant clean, do not mosquitoes, flies, dust, debris, no smell, make tableware cookware clean.

4. Be polite. Greet, send and serve with a smile, and patiently answer questions raised by diners.

Pay attention to personal appearance, keep clothes neat, comb your hair, stand up straight and smile.

6, strictly implement the service specification and operating procedures, grasp the timing of serving. Serve in turn according to the types of dishes. It is necessary to accurately and clearly quote the name of the dish, introduce the characteristics of the meal actively, and master the speed of serving.

7. After the guests have finished eating, distribute them in time as appropriate? A menu? When collecting meals, the accounting unit should take the initiative to ask the relevant personnel to sign, to avoid wrong collection or? Run the command? .

8. After the guests leave, count the tableware items in time, scrub them clean and keep them clean. If the guest's belongings are found, they should be handed over to the restaurant supervisor (manager) or the service desk and handed over to the guest as soon as possible.

9. Constantly summarize and improve the service work, and constantly improve the service work by asking questions and opinions to the dining guests.

10, complete other tasks assigned by leaders.