Hotel catering etiquette

Hotel dining etiquette is very important, do you understand? The following is for everyone, I hope to help everyone!

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1. Employees should be full of energy, natural expression and smiling when on duty.

2. Be calm and kind when you speak, and don't exaggerate.

3. Eyes should have a spirit, showing enthusiasm, courtesy, friendliness and sincerity.

4. Be calm and generous, neither humble nor supercilious.

5. When talking with visitors, look up naturally and don't look them up and down.

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hairstyle

1. Hair should be kept clean, free of dandruff and dandruff, and the hair shaft should be smooth, soft and shiny.

2. The color is even, and there are no two colors at the hair shaft and the hair tail. It is not allowed to dye your hair in a color other than natural black.

3. Hairstyle standard for male employees: The hair should be neatly parted, no big sideburns, no forehead at the front, no ears at the side and no collar at the back.

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Dress

1. All staff of the hotel shall be dressed in dressing the according to the regulations.

2. Uniforms should be decent and tidy, without wrinkles, damage and stains. Collars, cuffs and trouser legs should be kept clean, and sleeves or trouser legs should not be rolled up.

3. When wearing work clothes, the buttons should be complete and not loose, and the disciplinary buttons must be buckled.

4. The work number plate should be worn above the left chest of the coat, parallel to the second button; Do not cover the buckle or tilt it left and right.

5. If you don't wear a hat in the non-work area, you should put the hat neatly in a unified place, or hold the hat in your left hand with the top of the hat facing up.

6. Do not wear key chains, trinkets and other accessories that are inconsistent with the regulations.

7. Except for the matching belts of uniforms, all of them are black belts.

8. Male employees wear dark socks, socks should not have holes or spinning, and should be replaced every day.

9. Shoes should be kept clean, free from deformation and damage, stains and dust; Leather shoes should be polished every day to keep their luster, and shoelaces should be tied, and they should not be dragged on the ground.

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standing position

1, stand naturally straight, with your head straight, your forehead slightly closed, your eyes looking straight ahead and smiling.

2. When the body is upright, the center of gravity should be placed between the feet, and the natural separation position of the feet is basically shoulder width. There must be no internal and external characters, and the shoulders should be flat.

3. Arms droop naturally, hands are crossed behind your back, your left hand lightly holds your right wrist, and your right hand is half clenched, with moderate strength and your arms relaxed. The back of the left hand should be placed above the hip muscles, and the legs should be straight. If you feel tired after standing for a long time, you can adjust your body center of gravity left and right, but your upper body should be upright.

4. When you are 2 meters away from the guests, take the initiative to bow and say hello. When communicating with guests, keep a distance of 60 cm-1 m with them, keep your eyes on the triangle of the guests, and don't look up and down. If the guest is low in height or voice, stand on the guest's left and listen carefully.

When guiding the guests, you should stand on the side of the guests, guide them with the same hand, and try to guide them to face up to where they want to go.

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Walking posture

1, when walking, the upper body should be upright, the center of gravity should be aligned, the center of gravity of the body can lean forward slightly, the head should be straight, the eyes should be straight, and the shoulders should be relaxed. Coordinate your body, swing your arms naturally, and walk steadily.

2. Clear direction; The two-legged needle should be a relatively straight line. Don't go inside the figure of eight, and don't go too far outside the figure of eight. Footprints are on both sides of the front line.

3, the stride should not be too big, the pace should not be too fast. Moderate stride and long legs; Uniform 60- 100 steps per minute.

4. When meeting the guests head-on, employees should take the initiative to walk on the right and greet the guests.

5. All employees walk on the right in the area under their jurisdiction, and two or more people line up to walk, and they are not allowed to get in the way with the guests, and they are not allowed to be out of breath or collide with the guests because of excessive movements.

6. When going up and down the stairs, the waist should be straight, the back should be straight, the head should be straight, the abdomen should be closed, and the buttocks should be slightly closed. Don't grab the handrail of the stairs.

7. Accompanying and guiding: My position is about 1 m in front of the guest's left; The speed of coordination is subject to the speed of guests; Pay attention to remind corners, stairs, or rugged roads and places with poor light in time; Correct answers and directions on the way.

address

1. Men are generally called Mr., unmarried ladies and married wives.

For western ladies who can't confirm whether they are married or not, no matter how old they are, they can only be called miss.

If you don't know the last name of the visitor, you can call it "this gentleman/this lady".

The third party should be called "that gentleman/that lady" instead of "he/she".

It is impolite to address the visitor as "your husband/your wife", but should be called "Mr. Liu/Mrs. Zhang".

introduce

1. Introduce young people to the elderly.

2. Introduce men to women.

3. Introduce the unmarried to the married.

4. Introduce those with low positions to those with high positions.

5. Introduce individuals to groups.

If you were sitting when you were introduced, you should stand up at once.

7. The two introduced parties nodded to each other.

8. Both sides shake hands and greet each other.

Telephone use

Standard:

1. When answering the phone, pay attention to the soft voice, concise and clear.

2. Pay attention to the standard of Putonghua, and don't use the language with local color.

3, the first question responsibility system, who answers the phone who is responsible for follow-up, can not entrust the work.

4. Treat all incoming calls equally and answer them according to procedures. The telephone use requirements of desk and office are the same.

5, try to answer the phone with your left hand, and use your right hand to record the phone content; Don't clip your mobile phone on your shoulder.

Telephone use

Procedure:

1, answer

Answer the phone quickly. Don't let the phone ring more than three times.

Indicate the name of your unit or post.

Greet each other. Don't shout "Hello, Hello, Hello ...".

The person the other party is looking for is not here.

Tell the other party that the person you are looking for is temporarily out; Tell them where the person they are looking for is and transfer the call for them.

Or set an exact time with the other party and let the other party hang up again. Leave the other party's number, and then hang it to the other party when the person you are looking for comes back. Or leave a message for each other.

Step 3 make a phone call

Organize the content of the speech and put the relevant information next to your mobile phone.

Greet each other.

Show one's identity and position.

Confirm each other's identity and get down to business.

Step 4 terminate the call

Use the conclusion after confirming the content of the call with the other party.

If you know the other person's name, add the surname before the address; When you don't know the other person's name, you should call him/her/goodbye! .

language

Say hello to ...

1, bow 30 degrees;

2. Keep smiling and making eye contact;

3. Volume and tone: hear clearly and clearly within three meters;

4 when the guest is 2 meters away, the staff should be ready to say hello; Bow and say hello when the distance is 1.5m;

5. Words: "Hello!" If you know the name and position of the guest, you should say hello, Mr. X! Or "Hello, Manager X!" .

language

Communication language

1, the place to avoid

No feedback.

No eye contact

Unjointed

Without smiling, contradicting or interrupting each other.

2. You can't say anything

I know what you mean ... disturbing the guests.

I don't know what you are talking about.

This is our company's rule.

You can't/can't do it …→ We ask you to do it … Give them at least two answers and give them a choice.

I don't know → I'll check for you. I'll get back to you in x minutes.

3. Be a good listener

Lean forward a little; Keep the volume within an effective distance; Follow-up questions; Keep smiling

language

Politeness of service

1. Greetings: Hello/Good morning/Good afternoon/Good evening.

2. Information Desk: Can I help you? /Are you ready to serve? /Can you tidy the room?

3. Promise: OK/OK/Right away.

4. Apologize: I'm sorry/sorry/this is the negligence of our work.

Thank you for your compliment/suggestion/cooperation.

6. direction: this way, please/take the elevator from here/the bathroom is here.

decorate

Employees who go to work should pay attention to decoration. Correct and proper decoration can give people pleasure, gain the recognition of visitors, enhance the level and image of the hotel, and improve the temperament and cultivation of employees.

Face:

Employees should keep their faces clean and tidy, and check their faces before taking up their posts. Male employees should get into the habit of shaving every day and are not allowed to grow beards. Nose hair and ear hair should be trimmed frequently and not exposed. Keep your mouth and teeth clean and hygienic, and don't eat foods that easily cause odor, such as garlic, green onions, onions, stinky tofu, etc.

Hand:

Always keep your hands clean and hygienic, and wash your hands frequently, especially your fingernails. There must be no residue. Don't grow long nails, and trim them frequently, subject to the fingertips. Don't trim your nails at work or in front of guests.

Jewelry:

Do not wear earrings, nose rings, bracelets, bracelets, anklets, pins and other accessories. You can wear a wedding ring with a ring surface of less than 5 mm and a height of accessories of less than 5 mm, and it is not advisable to wear a necklace or hang ornaments around your neck. Wear a watch mainly in formal attire, and don't wear a watch that is too ostentatious.

Makeup:

Don't tattoo the exposed part of the panel. The use of perfume should not be pungent, but fresh and elegant.

Personal hygiene:

Every time you take up a post, you should personally check it, and establish a good external image of five-star hotel service personnel who are generous, clean and gentle. Always keep personal hygiene, take a bath and change clothes frequently.

Precautions:

Don't wear a tie, lift pants or tidy underwear at work or in front of guests. Don't do indecent actions such as checking whether the zipper of trousers is properly pulled and straightening the slipped socks. You shouldn't pick your nose, cut your nose hair or pick your teeth at work or in front of guests. Don't yawn, sneeze or cough when on duty. If you can't help it, avoid the guests.