In catering services, what does "Three Lightness and Four Diligence" mean?

Three Lightnesses and Four Diligences refer to walking lightly, speaking lightly, and operating lightly; being diligent with hands, feet, mouth, and eyes.

In the service industry, in addition to the "four diligences" and "three lightnesses", there are also "five tones", "six smiles" and "ten services".

1. Five tones: There are the sounds of welcoming guests when they come to the store, the sound of greetings when guests are considerate, the sound of thanks when guests praise, the sound of apology when guests criticize, and the sound of farewell when guests leave the store.

2. Six smiles: nod and smile when seeing guests, smile when serving, nod and smile when addressing others, smile politely when asking people, nod and smile when giving gifts, and smile kindly when contacting business.

3. Ten services: service when you hear the voice of the guest, service when you see the guest, service when you see the letter from the guest, polite service (standing service, smile service, honorific service), fast service, proactive service Service, special service, special service, service after complaint, service from the rear to the front.

Extended information

Service elements

1. Warmth and friendliness, guests first

This is the most distinctive and fundamental aspect of a catering waiter The code of professional ethics inherits the tradition of "it's a pleasure to have friends from far away" and gives it new content of the times, that is, customers are the lifeline of an enterprise. Only by being warm and friendly can guests come first. Therefore, we should correctly understand the social division of labor, think about what the guests think, be anxious about the guests' needs, regard the needs of the guests as the first need of the catering waiters, and establish the idea of ????dedication and happiness in the industry.

2. Sincerity and fairness, credibility first

This is an important criterion for handling the actual interests of the host-guest relationship. The ancients said: "We sincerely invite customers from all over the world, and reputation comes from trust." With sincerity, there will be customers, with customers, the company will prosper, and with the prosperity of the company, there will be benefits for the company.

3. Civility, courtesy, and high-quality service

This is the most important criterion for catering employees to implement professional ethics. Treat guests politely, think about what the guests want, and be anxious about the guests' concerns, so that all guests will feel sincere friendliness, satisfied needs, and thoughtful service in everything they do. Without quality service, catering service work will lose its most basic content. Therefore, it is also the most important criterion for measuring the quality of catering services.

Baidu Encyclopedia-Catering Services