Catering Service Etiquette Code

As a catering service staff, what etiquette should you pay attention to? Below are the etiquette standards for catering services that I have compiled for you. I hope it can help you!

Etiquette standards for catering services

(1) Grooming and behavioral norms

1. Dress neatly, the work clothes should be clean and tidy, the buttons should be complete and fastened, and the chest should not be exposed. The work number plate should be worn on the left chest

2. Nails should be trimmed and kept clean. No long nails, no colored nail polish

3. Hair should be groomed frequently and kept tidy, and no weird hairstyles should be worn. Male employees should not cover their eyebrows with their hair in front, do not cover their eyebrows with their hair in the front, and do not have the temples or ears in the back, and no beards. , male employees’ hair should not be eye-catching. When working, they should tie their long hair up, use prescribed hair covers, wear light makeup, and do not wear heavy makeup.

4. All employees are strictly prohibited from wearing anything other than watches when working. Plutonium objects

5. Wear black work socks, and it is prohibited to stay in various places without wearing shoes

6. It is strictly forbidden to stare at customers while dining, and it is strictly forbidden to laugh at all customers with disabilities and special postures

7. Keep a smile when facing customers. It is strictly forbidden to argue with customers, contradict customers or ignore them

8. It is strictly forbidden to smoke, drink or eat snacks in the business area, and it is strictly forbidden to talk with customers during working hours. Things unrelated to work

9. It is strictly prohibited to engage in the following uncivilized behaviors at work, such as nose picking and teeth picking

(2) Standard standing posture

1 . Stand upright, hold your chest up and your abdomen in, eyes level, mouth slightly closed, chin slightly tucked

2. Smile, and naturally cross your arms in front of your body with your right hand on top of your left hand. Maintain a state of providing services to guests at any time

3. Male employees’ feet should be shoulder-width apart and the body should be balanced without shaking or tilting. Female employees’ feet should be V-shaped and the heels should be tight.

(3) Standards for walking posture

1. Walking should be light and steady, with head held high, abdomen drawn in, chest held high, shoulders level, and body upright

2. When walking, men should not twist their waists and women should not shake their hips

3. When walking, try to keep to the right, but not in the middle

4. Say hello and show courtesy when meeting guests, superiors and subordinates< /p>

5. When walking to the door, you should first let the guests and superiors go first, and open the door for them

6. When going up and down the stairs, make way for the guests

(IV) ), gesture standards

1. When leading, keep your arms straight, fingers together naturally, palms upward, centered on the hour joint, pointing to the target

2. Do not use fingers to indicate the direction. Don’t use too many gestures when talking to guests, and don’t make the range too large

3. Lean your upper body slightly forward to show respect

4. Move your heart upward to show respect

< p> (Note: The palm-up gesture should be modest and sincere in introducing or guiding the direction)

(5) Basic polite terms

1. Address terms: Mr., Madam

2. Welcome: Welcome to XXX

3. Greeting: Hello, good morning, good morning, good evening, happy holidays

4. Apology: I'm sorry, please forgive me, I'm sorry for disturbing you, I'm sorry

5. Basic polite expressions: Hello, please, thank you, sorry, please forgive me, it's okay, you're welcome, goodbye, welcome next time< /p>

(6) Requirements for guest language

1. Please be the first to say thank you and thank you

2. Smile, stand and serve, and take the initiative to greet you properly , take kind care of your guests

3. Be gentle with guests, speak kindly, have a natural tone, moderate volume, and answer quickly and clearly

4. Be flexible and tactful to guests

< p> (7) Etiquette for answering the phone

1. Use civilized and polite language, develop good language habits, say hello first, and then report the service employee number to the reporting department.

It is strictly forbidden to open your mouth? Hello?

2. The language is kind, the tone is soft, the pronunciation is accurate and clear, and the speaking speed is moderate

3. The tone is modest and sincere, and do not quarrel or argue with the other party

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4. The language is concise and accurate, so as not to be misunderstood

5. Avoid chatting with employees in other departments during work

27 things you must know about catering services What to do

1. What to do when a guest complains?

When a guest complains to a restaurant, it is a sign of goodwill, not a sign of hostility, because his complaint helps us improve our work. Therefore, when you encounter a guest complaint, no matter whether the guest's opinion is correct or not, you must listen attentively, apologize to the guest, and then find a way to quell the guest's dissatisfaction (follow the 7 points of correctly handling guest complaints). Never argue with a guest. Sometimes you know that the guest is wrong, but you should try your best to use your language skills to make the guest feel that he is respected.

2. What should you do when receiving complaints from angry guests?

When dealing with such complaints, you must remain calm, your attitude should be calm and sincere, your tone should be slightly low, and you should be kind and cordial. , because your drastic actions will affect the guests. To make the guest calm down slowly, it takes about 2 minutes for an angry guest to calm down. During this time, the main thing is to listen to the guest's explanation of the problem; and then to express his apology. After the guest calms down, he will naturally ask you for advice on how to deal with it. Giving the guest comfort and appropriate compensation can generally solve the problem.

3. What should you do if you complain about bugs in the food?

a) Apologize to the guest immediately, remove the food immediately, return it to the kitchen and report it to the supervisor to handle the matter. To obtain the guest's understanding;

b) Cancel the dish and give away a copy of the same food.

4. What should I do if two guests reserve the same banquet hall?

a) According to the principle of first come, first served, the banquet time will be booked first, first booked, first arranged;

b) Contact the other party quickly according to the contact phone number or room number of the banquet order, explain the reason to the other party, sincerely apologize to the guest to obtain the guest's understanding, and introduce another banquet hall with a similar layout to the guest , win the guest’s consent and confirm it.

5. How to receive young guests?

a) Take care of young guests patiently and happily, move a child's chair for the child to sit, and try to Don't put him on the edge of the aisle.

b) If it is not obvious, move fragile items such as bottles out of the reach of children. Knives, forks and hot water should not be placed in front of children to prevent accidents.

c) Introduce snacks etc. that the guest’s children are willing to eat, and let the children eat first before providing regular service. If there is a children's menu, ask the child's parents to order for them.

d) Do not overfill the glass used by children. It is best to use short dessert utensils with straws.

e) If a child is playing in the aisle or disturbing other guests, suggest to his parents that they sit at the table to avoid accidents.

f) If you are not very familiar with the child, do not hug or touch the child's head. Do not give the child food without the consent of the parent.

6. How to deal with a drunk guest?

a) First determine whether the guest is indeed drunk, and then decide whether to continue serving alcoholic beverages.

b) If the guest is indeed drunk, you should politely tell the guest that you can no longer serve alcoholic beverages to him, and at the same time, provide him with some food or drinks to clear his mouth and sober up, and do it more patiently and carefully Serve.

c) If a guest vomits or causes other troubles, the waiter should promptly provide mouthwash and wet towels, and patiently and quickly clean up the dirt without showing disgust.

d) If the guest is staying in the hotel and cannot return to the room without support, notify the security department to accompany the guest back; when the guest does not live in the hotel, the security department should also be asked to accompany him Leave.

e) If any items in the restaurant are damaged, the sober person at the same table should explain the request for compensation.

f) The results of accident handling should be recorded in the work diary.

7. How to deal with a sudden power outage?

a) The waiter should remain calm, apologize to the guests first, and immediately turn on the emergency lights, or light spare candles for the guests' tables to create romance Atmosphere (you can also intersperse allusions and explanations to let them enjoy a candlelight meal).

b) Understand the cause of the power outage, explain it to the guest, and apologize again; try your best to provide better service to make up for it.

c) For customers who are strongly dissatisfied, notify the foreman and supervisor to solve the problem flexibly; but do not leave the table to prevent the guest from evading the bill.

d) Normally, spare candles in the restaurant should be placed in a fixed location for easy access.

8. How to deal with the incident of guests damaging tableware?

a) Clean up the damaged tableware immediately.

b) Express sympathy for the guest’s mistakes, ask with concern whether the guest has any injuries and take corresponding measures.

c) Do not blame or criticize guests to embarrass them.

d) Tell guests at the right time and in the right way that they need to compensate, and notify the bar counter to calculate the payment together with the checkout.

9. How to receive guests who are in a hurry to eat?

a) Introduce dishes that are simple and quick to prepare, or recommend more set meals and less a la carte. In this case, "eat quickly and eat well" is more important than "eat carefully and eat well".

b) Go to the kitchen in person (or notify the foreman or supervisor) and contact the head chef to arrange for the chef to cook first. At the same time, write the word "expedite" on the menu and ask for cooperation in passing the dishes.

c) The service should be fast and sensitive. At the same time, ask the guest if there is anything else that needs help, and try to meet the guest's requirements.

d) Prepare bills in advance to shorten guest checkout time.

10. How should you receive guests who come to dine later?

a) Be more enthusiastic and do not show any signs of impatience or displeasure.

b) Invite the guests to sit down first, then contact the kitchen, and then introduce simple and quick dishes to the guests after contact.

c) Provide enthusiastic service from beginning to end, and do not rush guests by closing doors, cleaning, etc.

11. What should you do when you find a guest leaving the restaurant without paying?

a) The waiter should catch up immediately and politely tell the guest the location of the bar counter, such as: Mr.? Do you want to pay the bill? This way, please? If the guest still refuses to cooperate, the friend who leads him away can explain the situation in a low voice and ask the guest to pay for the meal.

c) Pay attention to politeness and do not question guests in a rude voice, so as not to make the guests resentful and refuse to admit it, which will bring greater trouble to the work.

12. What should you do when a customer asks for a dish that is not on the menu?

When a customer asks for a dish that is not on the menu, you must first ask the kitchen chef Understand whether the dish can be cooked immediately. If the kitchen has the raw materials and can be cooked immediately, you should try your best to meet the guest's request. If the kitchen does not have the raw materials and cannot be cooked immediately, explain it to the guest or ask the guest to make a reservation for the next time.

13. What should a guest do if he wants to propose a toast to the waiter?

a) Express gratitude, politely decline, and explain to the guest that drinking is not allowed during working hours.

b) Be proactive in serving them, such as removing tableware, adding tea, etc. to avoid the guests’ attention so as not to embarrass them or serve other guests on an excuse.

c) If it is really difficult to refuse, you should take it first and tell the guest to drink after work is over. Then change the wine glass and fill it up before giving it to the guest and express your gratitude at the same time.

14. Serving the wrong dish to a guest will cause great discomfort to the guest. What should you do?

a) Apologize first. If the guest has not yet moved his chopsticks, he should immediately Drop it, check it in the kitchen, and serve the dishes ordered by the guests in a timely manner;

b) If the guests have already started eating, there is no need to take them away, and no charge can be made. Depending on the situation, you can tactfully persuade the guests to buy them. If the guest refuses, report it to the supervisor and serve as a complimentary dish.

15. What should I do if a guest’s clothes (things) are soiled due to improper operation during service?

a) First, sincerely apologize to the guest and quickly help with a clean towel After the guest wipes it off (if he is a woman, ask the waitress to wipe it off), pay more attention to the guest during the service and provide satisfactory service to make up for the mistake.

b) Ask the guest for their opinion, help the guest clean, do the dry cleaning for the guest and return it to the address, apologize again, and express gratitude to the guest for their forgiveness.

c) The waiter should be careful not to use excuses or shirk responsibility. This should be reported to the foreman and supervisor in a timely manner. If necessary, the leader can also be asked to apologize to show respect for the guests.

16. What should I do if the dish ordered by the guest is sold out?

a) Apologize to the guest first and patiently explain that this flavor dish is purchased on the same day based on the characteristics of the raw materials. Processed, sold out on the same day.

b) Then recommend similar dishes to the guests, and welcome the guests to come and taste them another day. (Note: The recommended dishes must be there. If the dishes ordered by the guests appear one after another, the supervisor or foreman will come forward. , take measures to apologize. )

17. What should I do if the guest is dissatisfied with the quality of the dishes?

a) Reprocessing: If the quality problem of the dishes raised by the guest can be solved by reprocessing. , such as the taste is bland, the maturity is not enough, etc., the waiter should say to the guest: "Please wait a moment and let the chef process it for you again." ?

b) Changing dishes: If a guest complains about the deterioration of ingredients or serious mistakes in cooking, the waiter should report it to the supervisor, who will express concern and apologize, and should maintain the image of the restaurant. The supervisor should say to the guest: "I'm very sorry. This is a mistake on our part. It will never happen again. I will ask the kitchen to change the dishes for you immediately. You will be satisfied." ?And instruct the waiter to add more dishes to the guests to express their sincere condolences.

c) Price discount: If a guest raises a dish quality issue when checking out, and the situation is true, and the guest is a patron, a discount on the dish price should generally be given, with 10% or 95% off being appropriate. .

18. What should you do when the guest thinks that the dish he ordered is not like this?

а) Listen carefully to the guest’s opinion and make it clear what kind of dish the guest wants;

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b) If it is caused by the waiter misunderstanding or not hearing clearly when the guest is ordering, he should immediately make a new dish for the guest that he is satisfied with and apologize to the guest;

c) If it is caused by the guest not explaining clearly or misunderstanding the dish, the waiter should patiently explain to the guest that the dish is caused by a misunderstanding. The waiter should patiently explain to the guest the preparation method of the dish and the origin of the name of the dish. Food raw materials, ingredients, production process and taste characteristics, etc.

19. What should I do if the customer thinks the price is unreasonable when checking out?

a) Patiently check the account for the customer and explain each charge on the bill to the customer;

b) If you are a returning customer, you can ask your boss to give you an appropriate discount;

c) After the customer checks out, politely express your gratitude to the customer.

20. What should you do if you find out that some guests are religious believers before the banquet starts?

а) Immediately seek the opinion of the person in charge of the banquet organizer whether to prepare some special dishes style to avoid offending the guests' taboos;

ь) After obtaining consent, make arrangements for the guests as soon as possible.

21. During the banquet, what should I do if the guest asks for more dishes?

а) At this time, be a good adviser to the guest and introduce some productions to the guest according to the guest’s request. Dishes that are short in time;

ь) Obtain the guest’s consent and contact the kitchen immediately. The cost of the dishes must be added.

22. What should I do if two tables of guests need service at the same time during the meal?

1) The service must be enthusiastic, prompt, and thoughtful, but also busy but not chaotic, and it must be comprehensive. ;

2) Greet, signal, and serve;

3) Give the waiting guests a warm and pleasant smile and say, "You'll be there soon?" ?Please wait a moment.

23. What should I do if someone from outside looks for the guests dining in the restaurant?

a) First ask the visitor’s name and unit, and then ask him to wait;

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b) Go to the restaurant and ask the guest if you are there. If you want to see the guest, lead him to the guest's restaurant;

c) If you don't see the guest, inform the guest politely. If the guest you are looking for did not dine at the hotel, please look elsewhere.

24. What should you do when there is a dispute or even a fight between guests?

1) Take the initiative to persuade and stabilize the emotions of both parties. If possible, with the consent of the guest, give one of the parties Switch to another station farther away.

2) When a fight occurs, the security department and relevant personnel will be notified to cooperate to stop it, and if necessary, the local public security agency will be notified to handle it.

3) Stay calm, try to stabilize the mood of other guests, and continue dining and entertainment.

4) Count the damaged items and check whether anyone was injured in order to make a claim.

25. What should you do if a guest accidentally breaks the tableware while dining?

1) Clean up the broken pieces of garbage quickly (report to your boss).

2) In addition to checking whether the guest has any injuries, take prompt measures.

3) After the guest has finished his meal, he tactfully talks to the guest and collects compensation.

26. What should I do when the guests have arrived at the restaurant before the meal opening time (business hours)?

Customer source is the foundation of restaurant service and the basis of operation. Feeling at home is the purpose of the restaurant . Often the guests have already arrived before the meal is served. We should also receive them well and should not turn them away.

1) When you are away from the meal for a long time, you should take the initiative to politely explain to the guests and ask for their opinions. If the guests are willing to wait here, they will offer tea, tea cards, etc.

2) You can appropriately introduce the restaurant’s supply situation, such as what famous dishes, seasonal dishes, and special promotions the restaurant has.

27. What should you do if you encounter a customer who is in trouble?

Being a restaurant waiter is a job that involves face-to-face dealings with guests. The guests we encounter are relatively complex, often due to their different moods, personalities, etc., which brings certain difficulties to the service work.

1) Understand the reasons why observation is difficult.

2) Treat each other with courtesy. (Smile)

3) Be humble in hospitality and strict with yourself.

4) Change waiters as appropriate (at the initiative of the waiter)

5) For individual troublemakers, the relevant departments must be notified to deal with them.