What issues does the hotel foreman need to explain when training waiters?

Rules and regulations, service standards, appearance and appearance

1) Explanation of rules and regulations.

2) Service Standards

a) Stand with your head up, your chest up, your abdomen in, a smile on your face, your eyes looking forward, your heels together when standing, and your toes 35 degrees apart. , the body cannot lean forward, touch the wall, scratch, hold the chest, etc.

b) Use the leading gesture and walk about 1 meter in front of the right side of the guest, with your body slightly tilted, your fingers together, and your palms facing up.

"This way please", "Your room has arrived".

c) Salutation, when you see guests or bosses, you should take the initiative to say hello, "Hello", "Good evening", "Welcome","

This way," "Thank you", "Wish you have a good time", "Please wait", "Sorry to bother you", "Please walk slowly", "Thank you for coming" and so on.

d) In-room service

Ordering - patrolling the table - pouring wine - promotion - adjusting the atmosphere - (toasting) - requesting songs - further promotion - checking orders

e) Room check-in and check-out service

Room check-in service, first of all, when the sister enters the room, she says "Good evening, welcome to Peregrine, I am the private room

Waiter* **, it’s my pleasure to serve you. Here is the drink list, please take a look.” Then introduce the company's consumption methods, recent preferential policies, and promotional activities.

Departure service: When the waiter comes to serve the food, you should pay attention to the following: "When leaving, you must take two steps back before turning around to open the

door." Knock on the door should be moderate and pay attention to polite words. Sorry to bother you", "Please use it slowly", etc.

f) Handling of emergencies

Don’t argue with guests,

Listen to guests’ nagging,

This is my fault .

If the problem cannot be handled, report it to the superior quickly.

Keep records.

g) Promotional skills

1, 2, and 3 promotions (oral).

3) Explanation of grooming

1) The young master’s service process (mainly cooperating with the young lady on how to make the service more perfect and the guests more happy) matters needing attention;

a) Always provide towels

b) Deliver products quickly

c) Lead guests

d) Prompt the room consumption situation (remind the girl)

e) Add cups

f) Remind guests of their belongings

g) Notes on paying the bill

2) Service process of the little girl

a) Greet the guests

b) When the guests arrive, wait at the door axis side of the guest's designated room, say hello to the guests, open the door to lead the guests, and then enter the room after all the guests have entered the room. Guest service.

3) Service process during the banquet

a)

Self-introduction: When entering the room, stand in a position where you cannot touch yourself when opening the door to say hello to the guests and say hello to the guests. Introduce yourself, "Good evening, welcome to Peregrine. I am ***, the waiter in this private room. I am happy to serve you. Here is the drink list. Please take a look."

b) The waiter brings towels .

c) Notify the relevant departments, turn on the computer in the ** room, turn on the amplifier and computer, remove the microphone, and put on the disposable microphone cover in front of the guests.

d) Ordering: Depending on the situation, ask the guest if he or she can order. The question is "Everyone, excuse me, can I order now?". If you can order, "This is the drink order, please." Please take a look. ”

e)

Introduction: Introduce the products sold in our store to customers in a proactive way, and first introduce the products’ prices, features, and specifications to the customers’ minds. Establish a credible image that the waiter should have so that the whole room service can proceed smoothly.

Introduction: For example, our company has wine, red wine, and beer. Which one are you going to drink today? ".

"Corona, right? How many first, iced or not?". Introduction of various styles. (Beverage knowledge will be discussed in detail separately)

f) Sales promotion: Do not force sales, which will make customers mistakenly think that the store is eager to get rid of items. Example: "** variety has the best sales volume today, do you want one?"

g) Publish items, notes

Place drinks, "Sorry, excuse me, This is the wine you ordered, can I open it for you?" (Expensive wine must be obtained with the guest's consent) One glass of foreign wine, one third of red wine, and seventy percent of beer must be foamy.

Serve the food; 'Sorry to excuse you, these are the Xiangju potato chips you ordered,' please take your time. Note: Do Udon Noodles Udon Noodles require aged French fries, heart whisks and tomato juice? Peel the bitter fruits for the guests and place them on a clean paper or fruit butterfly. Use a toothpick to pick up the fruits in the fruit plate. When the mutton skewers are delivered to the guests, the mutton skewers should be wrapped in paper towels and the 'handles' should be given to the guests. After the guests have finished eating water or snacks, the paper towels should be given to them...