I'm going to be a waiter in a hotel. Please tell me if you have experience! Hurry up!

Reference:

1. When entering the building

Preparation and mental state before going to work are very important for a day's work. So you'd better punch in 10 minutes in advance, and leave 10 minutes to make the following preparations: change clothes, arrange hair, check whether the employee's badge is properly worn, whether the clothes and hats are appropriate, whether the nails are repaired, whether the shoes are shiny, after all, smile in the mirror, and then go to work easily.

2. When entering the post

When entering the job, take the initiative to greet superiors and colleagues. Then check whether the equipment in the working environment works normally, whether the power switch is turned on, whether the lights are on, whether the wallpaper is wrinkled or damaged, check the duty log of the previous shift, make a good handover with the staff of the previous shift, write down the main points, and then consider what important work is and how to deal with it. Managers above the foreman must hold a pre-shift meeting to check the gfd of their subordinates: hair, badges and clothing. Simply arrange a day's work in 5 minutes, and then arrange subordinates to enter the post quickly.

3. When greeting guests.

Say hello when you meet a guest or colleague. Smile when you say hello, your hands are naturally vertical and your voice is soft. Note that when greeting guests, don't get too close or too far away. It is advisable to take three steps.

4. When meeting guests or superiors

When you meet a guest or superior while walking, you should take the initiative to say hello, pause for a moment, give way sideways, stand at attention and wait for the guest or superior to pass by. Be careful, don't rush, parallel, walk, and don't pretend not to see you walk.

5. At work

Working eight hours a day is the golden time for you to display your talents and wisdom, and it is also the time to test your character and professional ethics. Must achieve "five noes"; No personal phone calls, no chatting together, no personal affairs, no arbitrary changes in work rules, and no arbitrary departure.

6. Facing the guest's inquiry

When a guest makes a request or complaint to the waiter, he must never say "no", "don't understand", "don't know" or "it's not my business", but should implement a "one-time approach", that is, the guest's problems should be solved here at once, and he must never shirk it on the grounds that it is not his own department. In case of something that you can't solve, please politely ask the guest to wait a moment and ask the superior or the manager on duty immediately so as to give the guest a satisfactory answer.

7. When you get the call.

When you receive the call, say hello first and introduce your name: "Hello! Xx building xx department ". Then listen carefully to the other party's phone content and ask for the other party's consent, especially if there are numbers, such as company name, room number and company phone number, be sure to repeat them.

When the other person has finished expressing himself, you can ask "anything else?" The other party says there is nothing else. You can say "Don't worry, I will do it well". When the other person says "thank you", you should reply "You're welcome, this is what I should do". Say goodbye at last.

8. When the other party dials the wrong number.

If the other party dialed the wrong number, for example, calling the sales department of the engineering department, you should politely say "Sorry, this is the sales department, and the number of the engineering department is …", and never say "Wrong number, this is not the engineering department" and then hang up with a bang.

9. When the other party needs to leave a message.

If the other party is looking for a colleague in your department and he is not in, you should politely say, "Sorry, XXX is not in, can you leave a message?" When the other party agrees to leave a message, you should immediately take out a pen and paper and listen carefully and record it. After the other person has finished speaking, you should repeat it and let the other person confirm it. Then you should ask further, "Is there anything else to leave a message?" After the other party says "no" and "goodbye", you can say "I will definitely convey it, please rest assured, goodbye". Never simply say "XX is not in, please call back later".

If the other person doesn't want to leave a message, you can seriously say, "Can you tell me your phone number? I'll ask him to call you back when he comes back. " Don't go looking for trouble and ask, "Who are you? What happened? What is your relationship with him? " Don't simply say "I don't know where he has gone, and when he may come back".

10. When preparing for work

You can't get ready for work until you have worked for eight hours.

(1) Fill in the log.

(2) Do a good job of handover with the next shift, especially don't forget to introduce important matters to the next shift.

(3) Put away the tools or stationery on the workbench, put them in order, lock the drawer for personal use, and turn off the computer or power supply.

(4) Check the possibility of ash reburning in the wastebasket. Go to the locker room to change clothes and punch in before you go out. Clock-in time should be 10 minutes after work. If you punch in on time, it means you haven't been to work for eight hours, or you haven't finished your work well.

Note: You are not allowed to return to the building after punching out the building. Don't wear casual clothes to return to work or wander around other posts in the building, and don't go to the guest areas in the building, such as guest rooms, restaurants, front halls, lobbies, shopping malls, etc.

1 1. When a superior assigns work to a subordinate,

When assigning work to subordinates, superiors must achieve "four clearness":

(1) Clear goal: subordinates know what the work purpose is;

(2) clear procedures: subordinates know how to do it;

(3) The result is clear: you can't just arrange without checking, and the superior must check the result to let the subordinate know whether the task is completed or not and whether the superior is satisfied;

(4) Clear rewards and punishments: let subordinates know how to reward for completing tasks and how to punish if they fail to complete them.

12. When subordinates accept tasks from superiors,

When accepting instructions from the superior, the subordinate should stand vertically on the left or right front side three steps away from the superior, with focused eyes and careful listening. You'd better take out a notebook and write down the main points. Don't look around, look careless and indifferent, put your hands in your pockets, don't lean over and shake your legs, and don't sit cross-legged. For example, the lower level is not clear about the instructions of the higher level. After the arrangement of the superior is completed, you should seriously ask, "Is there anything you don't understand, can you ask?" After the other party agrees, ask questions and finally repeat the main points of the task. You can only leave after the superior agrees to leave.

Note: A subordinate should never say "No", "No", "No", "I can't do it", "I didn't do it", "It's too difficult", "I'm not responsible" or "I can do it after doing it" to the superior.

13. When subordinates report to their superiors,

The report of subordinates to superiors should be concise and accurate, and it is best to report according to the main points of "five W's":

When was it finished?

Where: Where was it made?

What: What did you do?

Who: Who did it?

What's the result?

Note: report the process as little as possible, and don't exaggerate or exaggerate how difficult it is to complete this task, so that the superior can understand the result.

14. When accepting building safety management

(1) The personnel on duty in the building must consciously obey the safety management measures implemented by the security guards in accordance with the regulations and actively cooperate.

(2) Attendants must use the designated employee passage to and from work, and the working hours must be strictly in accordance with the route specified by the department.

(3) The waiter should take the initiative to open the package for inspection when punching in and out. When carrying things out of the building, you need to show the security guard the "Exit Form" printed by the security department and signed by the manager of this department before you can pass.

(4) The personnel on duty shall strictly abide by the employee code in all activities in the building, and the security personnel shall have the right to correct all kinds of illegal behaviors of employees within the scope of their posts.

(5) The waiter's bicycle should be parked in accordance with the regulations, and it is not allowed to stop and put it anywhere.

(six) found that others lost items, should be returned; The illustrated pornographic books and periodicals should be handed over to the manager of the security department, and no one is allowed to deal with them without authorization. It is strictly forbidden to take, circulate or copy without permission.