What are the rules for waiters in four-star hotels? What should I pay attention to? What code? How?

(1) Putonghua standard, warm and polite, considerate and responsible, subject to management, cooperate with employees in this department, abide by the employee code, and do a good job.

(2) Be familiar with service skills and cleaning standards, and keep all parts of the department clean and tidy, with fresh air and elegant environment.

(3), stick to their posts, are not allowed to hang out and chat in irrelevant areas, be loyal to their duties, ensure the safety of guests, patrol frequently, find problems in time, solve problems, and report to the superior supervisor immediately if they can't solve them.

(4), responsible for checking the operation of the equipment, found the problem in a timely manner to the superior to submit maintenance projects.

(5) Remind the guests to take good care of their belongings, do not arbitrarily reduce the service process stipulated by the department, and make reasonable arrangements according to the requirements of the guests.

(six), fill in the document, clear handwriting, neat handwriting, shall not be omitted.

(7) If any left-over articles are found, they shall be immediately handed over to the minister or supervisor, who will then hand them over to the assistant manager at the reception desk for safekeeping and make records for future reference. If a guest claims it, he must go through the assistant manager in the lobby and ask the guest to describe the characteristics of the item in detail (such as mobile phone, BP machine, etc., please check it by phone), show his valid certificate and log in for the record before returning it. If it is not collected for a long time, it should be handed over to the company for further processing.

(eight), the guest waiting for service time is limited to 60 seconds, shall not exceed the prescribed time, no ice.

(9) When the guests arrive, they should immediately greet them politely and make reasonable arrangements according to the requirements of the guests.

Bath department service process guide

A. Greeter: "Hello, sir (madam, miss), welcome, please", guide the guests to the cashier and tell the cashier how many male and female guests there are; Requirements: Keep a good distance, smile and serve the guests in the best condition.

B. Cashier: When the guest has approached the cashier, he smiles in a standing position and says, "Hello, sir, welcome. Is it X, sir (madam)? After receiving the guest's reply, hand over the spare parts to the waiter in the male guest department.

C. Fitting room usher: When the guest enters the cashier's desk, walk quickly to the cashier's desk, stand on the guest's left side, take the spare parts in his hand with his right hand, take a step back, make a gesture with his left hand, guide the guest to the shoe bar, and hand over the spare parts to the service staff of the shoe bar while opening the door for the guest (with a polite expression).

D. Shoe Bar Attendant: Hello, sir (madam). Welcome. Please sit down. When the guest takes off his shoes, he quickly clips the shoes to the guest's upper, hands the tag to the guest who clips the shoes and says, "Sir (Madam), please.

E. Attendant: Hello, sir (madam). May I see your hand? Your hand is number X, please come here. While leading the guests, pay attention to keeping a step away. Ask to lead the guest to the locker on the guest's left. If the environment is limited to the right, open the locker quickly and say, "Sir (Madam), your locker is X, please sit on the sofa where you change clothes. The guest will change clothes for the guest, put the clothes neatly and lock the box. When the guests are ready to take a bath, they will be led to the dry body area, and the waiter in the shared area will send the guests to the floor bath area.

F. Bathroom usher: When serving guests, you need to introduce the leisure bar, jade experience field and various supporting facilities on the second floor. When the usher sees the guests coming by elevator or stairs, he will take the initiative to come forward and say: Hello, sir, please come in and take the guests to the bathing area.

G. Bathroom attendant: Guests enter the bath area, greet them quickly, lead them to the common area of various facilities in the bath area, introduce the facilities to the guests actively, wipe their backs when taking a bath, and take the initiative to lead the guests to change clothes for the second time after taking a bath.

H. Secondary Dressing Attendant: Hello, sir, please sit down. Take the initiative to put on pajamas for the guests and prompt them to put on socks (for what). While introducing the leisure bar, lead the guests to the leisure bar and wish them a good rest. On the contrary, after the guests have rested, the service process is the same, but the following points should be noted:

1. Prompt guests whether to leave valuables (locker room).

2. The service process of women's locker room is the same as that of men's locker room.

First, the waiter in the leisure bar: When there are guests in the elevator or stairs, the waiter should take the initiative to meet them and say, "Hello, sir (madam), welcome to the leisure bar. After taking the initiative to move the bamboo chair for the guest, when the guest sits down, ask what the guest needs and get the guest's reply, fill out the documents quickly, deliver the goods, stand one step away from the table and prepare the guest's phone at any time. When there is an opportunity, the guests enter the jade experience field, and the waiter should take the initiative to explain its function and effect, so that the guests can experience and obey. Polite language is: hello, sir (madam), welcome to the jade experience field ... when the guests rest in the experience field, remind them of the length of time in various facilities and cooperate with them. After the guest experience, remind the guest not to take a bath for four hours, and remind the guest that he can book a private room to complete the reservation for the guest.