I want to know the specific requirements of service six skills, such as end protection.

The six operating skills refer to six items: tray, pouring wine, table setting, napkin folding, serving and dish division.

1. Tray

(1) Types and uses of pallets.

The tray is filled with wood thorns and metals (such as silver, aluminum, stainless steel, etc.). ) and bakelite products. According to the purpose, it can be divided into three specifications: large, medium, small, round and rectangular.

① Large and medium-sized rectangular trays are generally used to transport plates, drinks, dishes and other heavy objects;

② Large, medium and small plates are generally used for pouring wine, displaying drinks, delivering vegetables and distributing food. , especially the small dish is the most commonly used.

(3)15cm×10cm rectangular tray, used to send bills, collect money and deliver letters.

(2) Arrange and plate.

Choose the tray reasonably according to the purpose and wipe the bottom and surface of the tray. It is best to use rubber pads to prevent slipping. Generally, the loading in the inner gear is heavy and high; The light things and the low things are spread out, the items that are served first are in front, and the items that are served later are at the bottom and back.

(3) Camel seeds

Tray mode, depending on its weight. It is divided into light support and heavy support. Light support is also called chest support. Bend your left arm 90 degrees, palm up, fingers apart. The palm naturally forms a concave shape, and the palm is not in contact with the bottom of the dish, and is supported flat on the chest. Support (also called shoulder support), hold the edge of the tray with your left hand, hold the bottom of the tray with your right hand, and help lift the tray to your chest with your right hand. Turn your wrist upward and weigh the tray on your shoulder.

(4) essentials.

(1) Keep your wrists flexible, your body should not be stiff, and you should walk briskly. The bottom of the heavy tray is not shouldered, the front is not close to the mouth, and the back is not fat. The right hand swings naturally and holds the front inner corner of the tray.

(2) Don't cross the tray over the guest's head, always pay attention to the change of quantity, weight and center of gravity, and move your fingers accordingly.

Pour a drink

The division of (1) guest theme.

The waiter should stand behind the guests on the right. When the guests are seated, they should show the wine on the tray to choose from. They should start with the main guest, then the host, and then the second main guest. If two waiters serve food at the same time, one starts from the main guest and the other from the vice guest, clockwise.

(3) the inverted posture.

Lean forward slightly, put your right foot between the two chairs, stand on tiptoe slightly with your left foot, lean outward with your right arm, hold the tray slightly outward with your left hand, and don't stick your body on the guest.

(4) essentials.

(1) Hold the bottom half of the bottle with your right hand and show the trademark to the guests. Do not take a glass at the bottle mouth, and it is advisable to keep it 2 cm apart.

(2) Chinese wine should be eight points full to show respect. When pouring a proper amount of wine, don't suddenly lift the bottle, but stop for a while, rotate the bottle and lift the bottle mouth, so that the last drop of wine is evenly distributed on the edge of the bottle mouth with the rotation of the bottle body, so as to avoid water droplets splashing on the tablecloth or guests.

(3) Control the pouring speed, the amount of alcohol in the bottle decreases, and the faster the flow speed, the easier it is to overflow, especially beer. When beer and soda water are mixed, you should pour soda water first and then beer.

(4) When the glass is knocked over or the wine overflows, quickly spread a clean napkin and refill the wine.

Build a stage

(1) spread the tablecloth.

The waiter stood at the side of the theme, shook off the tablecloth with both hands and put it on the table, and the tablecloth was folded up; When installing the turntable base, press it on the "cross" crease seal. The four corners are even and symmetrical, perpendicular to the table feet. There are two ways to spread tablecloths: one is push-pull method; The other is the fishing net method.

(2) Taiwan Province shape.

General positioning is based on last week's edge positioning.

Square table for four: cross symmetry;

Six-person round table: the word is centered and symmetrical;

Eight-person round table: the cross is centered and symmetrical in pairs;

Ten-person round table: the word is centered and symmetrical;

Round table for twelve people: cross in the middle, two times two.

(3) Placement of breakfast utensils.

Dining plate (or bone plate): placed in various table shapes, about 1.5 cm away from the table (or a forefinger position);

Tea tray: placed on the right side of the bone tray, about1.5 cm away from the edge of the table;

Teacup: buckle on the saucer, and the cup ear is to the right;

Soup bowl: placed directly above the bone plate;

Spoon: put it in the soup bowl with the handle on the left;

Chopsticks rack, chopsticks: the chopsticks rack is placed on the right side of the bone dish; The bottom edge of chopsticks is 1.5 cm away from the table, between the bone plate and the saucer.

(4) Set the table for lunch and dinner.

Bone plate: placed in various table shapes, the distance between the plate edge and the table edge is1.5 cm;

Saucer and teacup: The saucer is on the right side of the bone tray, which is1.5 cm away from the edge of the table; The teacup is buckled on the saucer, and the cup ear is to the right;

Soup bowl and spoon: the soup bowl is on the left above the bone plate, the spoon is in the bowl, and the handle is on the left;

Taste dish: the taste dish is right above the bone dish (pay attention to pour soy sauce into the taste dish just past the bottom edge, not too much);

Beverage cup: buckle or stand above the soup bowl and flavor dishes (for example, a sweet and spicy wine cup should be added to the banquet, with the sweet wine cup in the middle line of the bowl and flavor dishes, the beverage cup on the left side, the spicy wine cup on the right side, and the three cups should be in a straight line);

Chopsticks rack and chopsticks: the chopsticks rack is on the right side of the bone dish and balanced with the upper edge of the flavor dish; The bottom edge of chopsticks is 1.5cm away from the table. Between the saucer and the bone plate;

Toothpick: put it between chopsticks and bone plate (note: the side of the chopstick sleeve and toothpick sleeve with the Chinese name of the hotel or the logo of the store should face up and face the dining table).

(5) other items are placed.

Turntable: it is mostly used on large round tables, and the bottom of the table should be pressed in the middle of the "cross" hem of the tablecloth.

Ashtray: put the square table on the side of the vase, and pay attention to the uniform placement. Put the big table in the shape of a "pin", one on the upper right of the host, between the escort and the fourth guest; One is between the translator and the second guest.

Flower arrangement: vase flower arrangement or single flower arrangement is generally placed in the center of a small square table, and potted flowers or multiple flower arrangements are generally placed in the center of the turntable.

(6) essentials.

① When operating the left-hand tray, place the right-hand tableware clockwise from the main seat;

(2) Pay attention to four straight lines:

All the table feet in the dining room should be in a straight line horizontally and vertically;

The legs of all dining chairs in the dining room should be in a straight line horizontally and vertically;

All tablecloths in the dining room should be stacked in a straight line;

All the ashtrays, vases and flowerpots on the dining table should be in a straight line.

Folding napkin

(1) napkin folding function.

(1) Highlight the theme: The different flower shapes and decorations of the mouth cloth can point out the theme of the banquet and indicate the guest seats. Guests can tell their position from different flower shapes as soon as they enter the restaurant.

② Beautify the mat surface: Napkin flower is not only an integral part of banquet table layout, but also an indispensable decoration. It can play a role in rendering the banquet atmosphere and enhancing the artistic appeal. If the flower shape of mouth cloth and delicious dishes echo each other, coordinate and be beautiful and unified, it will receive good results of delicious dishes.

③ Hygiene and cleanliness: Oral cloth flower is a sanitary product, which can be used to wipe dishes, chopsticks and wine when guests eat, or it can be stuffed on the chest or spread on the legs and knees to prevent soup and wine from polluting clothes. You can also wipe your mouth and hands after meals to keep your body clean.

The basic requirements of the flower shape of folding napkins are: simple and beautiful, convenient to fold; Vivid modeling choice, vivid image; Each has its own characteristics and strives for novelty; Priorities are clear and diverse.

(2) Basic skills of napkin folding.

Fold, fold, roll, wear, hold, turn, pull, break and pinch nine kinds;

(3) Five common dishes.

(4) Ten cups of flowers are commonly used.

(5) The common theme is:

1 dish flower: bishop's hat, mushrooms after rain, penguins.

② Cup flowers: banana leaves, white cranes and horseshoes.

(6) Precautions:

(1) napkins should be clean, crisp and intact.

(2) The cup containing flowers should be free of fingerprints and stains; Transparent and clean, the console should be smooth and clean, and the hands should be clean when folding flowers.

③ Don't put the napkin you just used into use again.

④ Pay attention to hygiene when folding napkins, and don't bite with your mouth.

Provide food

(1) Serving position and order:

Serve sideways from the gap between the first and second players on the right side of the deputy theme (that is, between the translator and the accompanying staff). The order of serving is generally cold dishes first, then hot dishes, and finally soup, snacks and fruits. However, Cantonese cuisine is used to soup first and then dishes.

(2) Requirements:

(1) dish name, first with seasoning;

(2) Follow the principle of "expanding power from the upper right";

(3) High-grade dishes should be placed in the position of the first guest, and general dishes should be oriented to the host;

(4) Add a spoon to the granular vegetables, and generally add dishes to the wok;

⑤ Foods with shells should be equipped with towels and hand washing water.

Divide vegetables

(1) Dish distributor:

Dishes * (service *), food spoons (service spoons), male spoons, male chopsticks and long spoons.

(2) the dish method:

(1) order table method: the waiter stands on the right side of the guest with the service * and spoon, and distributes it clockwise from the guest seat.

(2) Two people cooperate: one waiter stands between the translator and the escort to divide the dishes, and the other waiter walks clockwise from the guest, takes out the guest's bone plate, puts it back in its original position after serving, and then makes the next one.

③ Side table side dishes: The waiter brings the dishes to the stage, introduces them to the guests, and then brings them back to the service desk. After the waiter put the dishes into the bone plate, he sent them on a tray, and then delivered them to each guest from the right side of the guest in turn.

(3) Orders:

(1) First guests, then hosts, and then proceed clockwise.

(2) First the guest of honor, then the second guest of honor, and then the last host is assigned clockwise.

(4) Precautions:

(1) When serving, be aware of the quantity of each dish and be even and consistent.

(2) the head and tail are not given to the guests. * Don't scrape the spoon on the plate; Generally, you don't need to divide all the dishes, but leave a quarter of the dishes to show the richness of the dishes and prepare for the guests to join.

In addition, you should also have the following six abilities:

linguistic competence

Language is an important tool and way for waiters and guests to establish a good relationship and leave a deep impression. Language is the material shell of thinking, which embodies the spiritual cultivation, temperament and attitude of waiters. The two most important aspects that guests can feel are the words and deeds of the waiter.

When expressing, the waiter should pay attention to the natural fluency and affability of his tone, keep the speed constant, and always remain calm and polite. Words expressing respect and modesty can often ease the tone, such as "you, please, I'm sorry, if you can". In addition, the waiter should also pay attention to the timing and object of expression, that is, to express appropriately according to different occasions and different identities of guests.

When people talk about it, they often ignore another important part of language-body language. According to the research of related scholars, body language plays a very important role in the expression of content. When using language, the waiter should use body language appropriately, such as using appropriate gestures and actions, in conjunction with oral expression language, to create an expression atmosphere that is easy for guests to accept and satisfy.

social skill

Hotels are places where interpersonal communication is intensive. Every waiter will have extensive contact with colleagues, superiors and subordinates, especially a large number of guests every day, and will have various service-based interactive relationships with guests. Handling these relationships well will make guests feel respected, valued and treated well. The acquisition of this feeling will play an inestimable role in the sustained prosperity of business and the promotion and dissemination of corporate brands. Good communication skills are an important basis for waiters to achieve these goals.

Ability to observe

The service personnel provide three kinds of services for the guests. The first is the service needs that the guests have made clear. As long as they have skilled service skills, it is generally easier to do this well. The second is the regular service, that is, the service that should be provided to guests without reminding. For example, when a guest sits down to eat in a restaurant, the waiter should quickly pour tea for the guest and put away paper towels or towels; In the lobby, as long as a guest with a lot of luggage comes in, the waiter will come forward to help. The third is the potential service demand that the guests have not thought of, thought of or are considering.

Being good at seeing through the potential needs of guests at a glance is the most valuable service skill for waiters. This requires waiters to have keen observation ability and turn this potential demand into timely and practical service. And providing this service is the most valuable part of all services. The first service is passive, the latter two services are active, and the provision of potential services emphasizes the initiative of waiters. The essence of observation ability is to be good at thinking about the guests' thoughts and deliver the service in time and properly before the guests speak.

memory ability

During the service, guests often ask the waiter some questions, such as hotel service items, star rating, service facilities, special dishes, tobacco, alcohol, tea and snacks, or urban transportation and tourism. At this time, the waiter will become the "walking dictionary" and "compass" of the guests with his usual experience or purposeful accumulation, so that the guests can know all kinds of information they need in real time, which is not only a service direction and guidance, but also itself.

Waiters often encounter substantial delays in service that guests need. That is, guests will have some matters entrusted to the waiter, or need some drinks and refreshments when eating. There is a long or short time difference between the presentation and provision of these services. At this time, the hotel waiter needs to firmly remember the service requested by the guests and provide it accurately at a later time. If the service requested by the guests is forced to be delayed or simply forgotten, it will have a bad influence on the image of the hotel.

strain capacity

Emergencies in service are not uncommon. When dealing with such incidents, waiters should adhere to the tenet of "the guest is always right", be good at standing in the guest's position, put themselves in the guest's shoes and make appropriate concessions. Especially in the case of the waiter, we should dare to admit our mistakes and apologize and compensate the guests immediately. Generally speaking, the guest's mood is a mirror of the service provided by the waiter. When there is a contradiction, the waiter should first consider whether the fault is on his own side.

marketing power

A waiter should not only complete his own job according to the working procedure, but also actively introduce other services to the guests and promote them. This is not only an important way to fully tap the utilization potential of service space, but also the need to reflect the waiter's sense of ownership and actively provide services for guests.

Although all the service departments of the hotel have specialized personnel for marketing, their main responsibility is external marketing, and internal marketing needs the waiters of all positions to do it together. Only when all the staff are concerned about the marketing of the hotel and feel the sense of market everywhere can we seize every opportunity to do a good job in the internal marketing of the guests. This requires the waiter not to wait for the request of the guests to provide services, but to be good at seizing the opportunity to sell the hotel's various service products and facilities to the guests and fully tap the consumption potential of the guests. Therefore, waiters should have a comprehensive understanding of various services and be good at observing and analyzing customers' consumption needs and psychology, so as to fully understand and sell products when customers are interested.