What etiquette should the waiter observe and what aspects should he pay attention to when talking with the guests?

1. The most important principle is that attitude determines everything. Attitudes here include attitudes towards work, guests, learning, problem solving and so on.

2. The management concept emphasizes friendly, efficient and enthusiastic service atmosphere; We ask employees to love this job, keep a happy mood and take work as fun.

3. When a guest buys a cup of coffee in a hotel, the coffee itself may not be much different. The difference lies in how this cup of coffee is served and whether the guest can experience respect, smile and recognition from the waiter's service. We hope that every cup of coffee provided to our guests will be filled with respect and a smile.

Every employee (including managers) should have eyes.

5. Every employee (including manager) should have the ability to foresee customer service needs.

6. Only with work passion can we do everything well.

7, the pursuit of personalized service: not only to provide high-quality and satisfactory services, but also to surprise guests with services; Think about what the guests think and what they think.

8, the pursuit of humanized service: everything from the perspective of the guests to consider the problem, rather than let the guests make do with us.

9, the pursuit of zero defect service.

10, the service is no small matter.

1 1, the service is endless.

12, countless small details of the service (the seat cover of the toilet in winter, the distinction between toothbrush and mouthwash cup in the room, etc. ) Sublimate into excellent service to satisfy the guests.

13. The revelation presented to the guests is the most beautiful, top-grade and high-quality thing.

14, service formula:100-1≤ 0.

15, service criteria: enthusiasm, thoughtfulness, patience, meticulousness, quickness, accuracy, safety and generosity.

16, tea should be hot, heart should be hot, legs should be diligent, mouth should be sweet, hands should be quick, eyes should be sharp.

17, when answering the phone, even if the other party can't see it, smile and be respectful.

18, waiter or chef, think more about why you do it. Is there a better way? In addition, we must be able to bear hardships and bear hardships.

19, everyone should always put themselves in their shoes: if you are a guest, wait, so that you can realize that guests spend money for enjoyment, not for anger.

20. Attendants should divide their work when they are on duty: they should help when they need help, and Qi Xin should work together to help each other when they need help.

2 1, don't ignore every potential guest. Don't let every guest spend it, even if he only wants a dish or a bowl of noodles.

22. Communicate with guests. Pay attention to speaking skills when communicating with guests, and put an end to stubbornness and rhetoric; Try to figure out what to say on different occasions and at different times.

23. There are no shortcuts to quality service. The key lies in on-site management and continuous training. On-site management is embodied in on-site supervision and walking management; Uninterrupted training mainly means that employees need to constantly learn, improve and update their knowledge, and often conduct simulation drills. Evaluation should also keep up, so that employees will have pressure and motivation.

In any business situation, when you see the guests, you should greet them with a smile. When the food delivery staff meets the guests in the process of food delivery, they should do: one stop, two stops and three greetings! Bartender and cashier should greet the guests who come to the bar with a smile!

25. When the greeter at the boarding gate is too busy during the peak loading period, the check-in waitress who has not arrived at the boarding gate should go to the platform to assist the greeter in welcoming the guests.

26, the waiter should grasp the priorities in the process of serving the guests: first help the guests pull the chair to give up their seats, and then pour the tea and drinks after the guests are seated; Then remove the extra tableware and chairs (except supplementary tableware and chairs); During the service, the waiter is absolutely not allowed to leave his post for more than 3 minutes (including sending bills, taking drinks, paying bills, etc.). )

27. The waiter who stays at the service desk should face the guests who eat. Don't turn your back on the guests or lean against the doorpost. Always pay attention to the guests' dining situation and provide services to guests anytime and anywhere; Pour drinks/tea frequently, change bone plates and ashtrays frequently, wipe the table frequently, urge dishes in time, light cigarettes for guests in time, etc. Try not to let guests pour their own tea, drinks, soup, cigarettes, etc. If guests don't smoke, they can take the ashtray off the table, which will be more spacious. After pouring the drink, take away the teacup.

28, the hall attendant should often tour Taiwan, and provide services for guests in a timely manner; Put an end to standing in a daze and not serving guests; Guests are not allowed to sit down for more than 30 seconds, and do not drink tea for no reason. The guests call the waiter.

29. The room attendant should enter the room during the guest's meal (unless the guest specifically requests otherwise).

30. The delivery man delivers the food, and the waiter uses a tray when changing the bone plate and ashtray for the guests.

3 1. When ordering food for guests, the orderer should introduce the different characteristics of different cooking methods of each seafood to the guests for comparison and reference.

32. The service speed is slow. When the guests wait for a long time before serving, the waiter will say to the guests, "Sir (Miss), I'm sorry to have kept you waiting. Please enjoy your meal. "

33. When serving food for guests, the name of the dish should be reported; The voice is moderate and sweet; Can't be weak.

After pouring tea or drinks for the guests, say "Please enjoy your meal".

35. The waiter should pay attention to the rhythm of talking when talking to or introducing guests: not too fast! Avoid dull, cold and smiling facial expressions; The evidence is blunt and boring.

36. When the guest checks out, he should send it to the gate and give it to the usher. Be good at communicating with guests when seeing them off: ask guests for their opinions on service, dishes, environment and personality while walking.

37. When the front desk waiter leaves the guest to go to the bar to get wine or check out or do other things, he must ask the adjacent waiter to look after and provide services to avoid a vacuum.

38, important guests or a large number of private rooms send 2-3 waiters (preferably above the foreman) to serve, 1-2 people pour wine, 1 people serve or deliver food.

39. The waiter should not fight with the poor quality guests. If it is really unbearable, he can ask the supervisor to change his post.

40, see bad phenomenon should be corrected in time (such as mesa shop slanting, tableware is damaged, there is garbage on the ground, etc. ).

4 1, waiters should pay attention to the use of body language (eyes, gestures, etc. ) between guests and colleagues in the service process.

42. Before meals, check every detail: whether the table is laid properly, whether the tableware is damaged, and whether the chair is dirty.

43. Skills of attracting guests to the table: It seems that there are many people in the hall and the waiters have tables, which will not cause the phenomenon that one waiter is very busy and other waiters are very idle.

44. Attendant listing service: post the photo information of the attendant at the duty desk in a conspicuous place in the lobby for the supervision of the guests; New employees must be assigned a tutor to help them surf the Internet.

45, timely pressure on employees, waiters, wages and performance, reward the good and punish the bad, more work.

46. Waiters should remember the guests' hobbies and habits.

47. Find the gap and summarize the work meeting once a week (everyone says that their work is insufficient, what have they learned this week).

48. Managers should be good at finding and solving problems.

49. Managers should also pay attention to the tone and attitude when talking to employees; Avoid blunt scolding and scold less.

50. Managers should create a good working environment and a good mood for employees, provide high-quality services for guests, and enable employees to serve guests enthusiastically.

5 1. Employees' spare time is an active auxiliary means to eliminate the boredom of employees' work: it is not only conducive to rallying people's hearts, but also conducive to improving service quality.

52, often talk to employees, keep abreast of employees' ideological trends, and master what employees are thinking every day.

53. When the guest is present or close to the guest, the cashier should pay attention to the language specification.

54. The supervisor shall supervise, track and guide the on-site service of waiters in this area.

55. The supervisor must check before meals, including the sound facilities, whether the microphone is noisy, whether the lights are dim, whether the telephone is available, etc. , found that the problem in a timely manner.

56. Every month 1-2 service star (sales expert, innovative food champion, grievance award, etc. ) was selected to state their views and set an example for other employees.

57. Pay attention to the cultivation of affinity: every employee should be a friendly ambassador with great affinity.

58. At a certain time every week, the supervisor and the orderer will go to the surrounding units to publicize cards, visit old customers and develop new customers.

59. Managers should visit customers frequently.

60. When the turnover exceeds the standard, give employees appropriate rewards.

6 1, managers should fill in the work report before going to work every day.

2) mental outlook and gfd.

62. Always smiling at work, energetic, polite, enthusiastic, proactive and amiable; Concentrate, don't be absent-minded, and be ready to serve the guests.

63. Female employees' hair: The front is not covered, but the back is not over the shoulders, neatly combed and long hair is coiled. Male employee: no ears on the side, no collar on the back, no mane.

64. Female employees should wear light makeup before going to work, do not wear brooches (except wedding rings), and male employees do not leave beards.

65, work with tooling, keep the tooling clean, no stains, complete buttons, no thread. Wear the work number plate correctly.

66. Don't grow long nails, don't apply nail polish, don't blow-perm weird hair styles, and don't dye colored hair. Don't wear slippers and sneakers to work. Wear the specified shoes and socks, female employees wear flesh-colored socks, and male employees wear dark socks. Women's stockings have no holes and jump. Shoes should be clean.

(3) code of conduct and employee discipline

67. Standing posture

Standing service is the basic requirement of hotel quality service. Standing should be elegant and generous, reflecting the quality, cultivation and demeanor of employees. When standing, hold your chest and abdomen, look natural, look straight ahead or pay attention to serving the guests. Don't stare at a fixed position and look dull. Keep your shoulders relaxed horizontally, keep your body center of gravity down, don't turn left or right, and keep your mouth slightly closed. Natural drooping or forward crossing of the two. Keep your body upright and stable, smile, keep your head straight and your chin slightly low.

68, posture

When walking, on the basis of correct standing posture, feet naturally move back and forth, and arms naturally swing back and forth. At the same time, follow the "positive method" and go straight. Lu Yu guests, smiling, take the initiative to say hello, sideways comity.

69, gestures

For guest service, gestures are used correctly, regularly, elegantly and naturally. Show the way to the guest, keep your arms straight, fingers together naturally, palms up, and indicate the target with the elbow joint as the axis, giving consideration to both the guest and the target. Smile and cooperate with language use.

70. Sitting posture

Keep the correct sitting posture, with the center of gravity vertically downward. Sit down smoothly and naturally. Don't lean forward and lean back, twist your body, and don't shake your legs.

7 1, employees must strictly observe the working hours, do not be late, do not leave early, do not absenteeism, do not work shifts, and do not leave without leave. Don't leave your post without taking over in person.

72. Obey the work arrangement of the leader, complete the task on time according to the norms and standards, and do not delay, refuse or terminate the work without reason.

73. Love the hotel, feel at home, work hard and do your duty.

74. Unite and cooperate, help each other, be open-minded and eager to learn, be realistic and enterprising; Allow others to make mistakes.

75. Work must be accurate, precise, complete and efficient. Don't procrastinate; you can't be careless.

76, don't string hillock, take off hillock, slip hillock, heap closed chat. Stand and serve, impartial.

77. It is forbidden to receive relatives and friends, do things unrelated to work, read books and magazines unrelated to work, handle private affairs, make personal phone calls, and even use the convenience of work to serve personal interests.

78. Take a bath, change clothes, have a haircut, brush your teeth and cut your nails frequently to keep yourself clean and hygienic. Don't use strong perfume or hair oil.

79. Don't drink, smoke or eat smelly food at work, keep your mouth clean and prevent bad breath.

80. Employees take the employee channel when going to and from work.

8 1, three people are not allowed to walk in parallel, and they are not allowed to put their hands in their trouser pockets, hold hands or walk back and forth.

82. At work, you can only walk in small steps, and you can't stride or trot all the way.

83. When employees greet distant guests, acquaintances or colleagues in the workplace, they can only use their eyes, nod or simple gestures, and they can't call each other loudly. If colleagues ask each other something, they can only approach.

84. Employees must use folders when delivering documents, documents, letters or other materials, and nothing can be caught under their arms.

85. Keep the working environment clean and hygienic, take good care of all the facilities, equipment and public property of the hotel, and do not eat or drink food or drinks in the hotel without permission. Advocate thrift and oppose extravagance and waste.

86. Don't treat guests during working hours, and don't make personal calls (except for emergencies, you must report to the head of the department). When entering or leaving the hotel, you should take the initiative to accept the security check.

87. When collecting the items left by the guests, they must be handed over to the department head in time, and the collection process should be truthfully registered for proper handling.

88, regional attendant accumulated fault more than three times a day, regional management personnel (foreman or minister) should remember the fault once.

4) Etiquette and courtesy

89. Politeness cultivation

Hotel staff should be polite. Master the knowledge of customs and etiquette in different regions. In the process of reception service, we can distinguish different times, occasions, scenes, reception objects and guest customs, and correctly use greeting etiquette, address etiquette, answer etiquette, welcome etiquette and operation etiquette.

90, hospitality etiquette

(1) hospitality, smile, say hello. Go in and out, treat guests up and down. (2) Address guests appropriately, talk and behave appropriately, with a calm tone, kindness, generosity and naturalness. (3) Answer the questions of the guests, be enthusiastic, patient, careful, clear and never tire of asking questions, avoid saying "no", "no" and "I don't know", and do everything possible to meet the needs of the guests and make them serve well. (4) Polite, neither supercilious nor supercilious, natural and graceful. (5) Never quarrel with the guests.

9 1, service etiquette

Daily service respects guests' customs and religious beliefs, and does not sneer at or comment on the clothes, looks, movements and languages of guests with different customs and religious beliefs. Knock before entering the guest room. Don't rummage or tamper with the guest's belongings. The guest offered his seat and pulled the chair to give it up. Articles for guests should be presented with both hands.

92. Punctuality is trustworthy.

Participate in the center activities, invite guests or provide certain services according to the time proposed by the guests, and be sure to strictly observe the time and arrive 1-2 minutes in advance. Don't procrastinate at will, and there is no necessity.

93. Old and weak women and children

Be polite and respectful to the elderly, frail women and children and patients with mobility difficulties, and be patient and considerate in service. In the reception service, guests with children should be given special care. Don't hug or touch the child's head without the guest's permission, so as not to cause dissatisfaction. Don't laugh at the guest's appearance or behavior. If the guest is inconvenient, take the initiative to help.

94. Hospitality taboo

Don't ask about the private affairs of the guests, and don't ask about the whereabouts of the guests.

95. Language specification

(1) Say the first sentence. (2) The language used is accurate. (3) Pay attention to the grammatical structure. (4) Pay attention to intonation and tone. (5) Pay attention to facial expressions: accurate use of facial expressions will leave a cordial, pleasant and comfortable impression. Use respectful eyes for the elderly, loving eyes for children, and cordial and sincere eyes for most guests. Usually, you should be emotionally stable, your eyes should be straight, and your facial expressions should change according to the audience and the content of your speech.

96, achieve "three light", "five before five", "five not active" and "five

(5) guest complaints

97, must listen carefully to the guest's complaints, under no circumstances shall have an argument with the guest.

98. The general manager authorizes the department manager to handle the guest complaints. In principle, the parties shall voluntarily withdraw and shall not handle the dispute by themselves.

99. Focus on listening to guests' complaints. Any complaint should be recorded in writing and answered as much as possible. Each department shall report the handling opinions to the Business Training Department within two days.

100, general steps for handling complaints:

(1) Listen carefully and stay calm; (2) Sympathize, understand, comfort and apologize to the guests; (3) Pay enough attention to the guests; (4) Pay attention to the process inquiry and record the main points; (5) put forward specific measures to solve the problem; (6) Put forward the time needed to solve the problem; (7) Tracking and supervising the implementation of remedial measures.