How to be an excellent hotel catering waiter

Service flow and military regulations of excellent catering waiters

Many bosses have this kind of distress: how can we cultivate waiters who love their jobs and are liked by customers? Actually, it's not difficult. The waiter's job focuses on the details. As long as the details are well done, it is easy to become an excellent waiter. Here are "70 excellent waiters". If you remember or do something every day, you will find it not difficult to be a qualified or even excellent waiter! 1. Check your gfd before going to work. In front of the guests, your image does not belong to the individual, but to the hotel. 2. Before going to work, think about whether you have prepared the work equipment and whether the work left over from the previous day is ready. A small detail may affect the quality of your service. Whether you are in your work area or not, as long as you pass by, get into the habit of picking up the garbage on the ground, which is convenient for everyone to lift a finger. When the guests don't arrive, only one set of lights is turned on in the private room, and the lights can work. If each room can save one degree of electricity every day, then the whole floor can save at least 60 degrees of electricity every day, which is not a small amount in a month or a year. 5. Before business, carefully check whether the pre-meal preparations in your work area are done well, such as hygiene, tableware, boiling water, tea, sauce vinegar jar, toothpick cup, etc. It's like reviewing the paper carefully after the exam. The guests are seated. 6. Be careful not to damage the chopstick cover when disassembling the chopstick cover during maintenance. This is an easy thing to do, and the cost will come down. 7. Know the guest's situation in your room, such as the name and number of the reservation person, and remember the guest's name, position, hobbies, tastes, etc. Try to provide better, more thoughtful and more enthusiastic service next time, and strive to turn guests into frequent guests of the hotel. The manager is not the only one who has old customers. As an ordinary waiter, you can do the same if you want. 8. After the guests in the private room enter the room, they should take the initiative to hang up the clothes for the guests when taking off their coats; Take the initiative to take bags or clothes for the guests when you leave. In fact, at this time, you are euphemistically performing the duty of "supervision". We don't want guests to leave their own things, and we don't want guests to take things that don't belong to them. When guests order, 9. When the food ordered by the guest is sold out, it is necessary to inform the guest to change the food or help the guest return it as soon as possible. The longer the delay, the greater the dissatisfaction of the guests. No matter whether there is a dish or not, the first time to say it is respect. 10. Write clearly when billing, don't waste some menus, don't write weeds, and don't practice writing. A menu has to go through many links, so that everyone can understand it. 1 1. Be sure to mark all the dishes as "ordered" when the guests are away after ordering; After the guests arrive, only the staple food is called "a la carte"; After the hot dishes are served, we should inform the guests that the dishes have been served, and ask the guests whether they want to add dishes or whether they can serve the staple food according to the actual situation. 12. Please check the table number after ordering, including the cooking method, the number of people to eat, the accuracy of the food ordered, etc. Checking it again will reduce the trouble of many people in many departments. 13. If the guest orders two or more dishes with repeated tastes or raw materials at the same time, but your prompt is invalid, put a five-pointed star on the menu as a comment. Let your superiors and the kitchen know that this is a guest's request, not a repeat order. When serving guests, 14. If the guest has children, move the baby stool for the guest in time; When ordering, introduce one or two dishes suitable for children to the guests. Sometimes it is more useful to take care of a client's children than to take care of a client. 15. Try to check whether there are foreign objects (such as hair, glass, bugs, flies, etc.). Before serving, an additional checkpoint was put to reduce the possibility of complaints. As far as the loss of hotel interests is concerned, it may be compensated at this level. 16. When serving, announce the name of the dish clearly and loudly, and invite customers to have a nice meal. Doing so can let the guests know clearly what food they are eating. Because not one guest orders all the dishes in one table, the name of the dish can let other guests know and remember his favorite dishes, and accumulate the next batch of guests for the hotel. 17. When serving, remind guests to avoid pouring soup and wine on them. 18. When serving, you should make the order first, then move it, then serve it, and consider the serving position of the next dish. 19. The service rule of serving food is to walk left and withdraw right; The rule of pouring drinks is to exit from the top right. Both service postures are T-steps. 20. If the food served is not ordered by the guest or served at the wrong time (such as cold food before hot food), it should be returned to the room delivery department in time for proper handling. It is unwise to find reasons to persuade guests to accept it. 2 1. Tell the guests in time after all the dishes are served and ordered. Because waiting for all the dishes to remind the guests that they have served all the dishes will make the customers wait for a while and make them uncomfortable. 22. Whether serving or packing things, try to avoid making noise and handle it carefully. 23. Use a tray to hold tableware or drinks. The use of pallets is a manifestation of standardized service. The more you use them, the easier your work will be. 24. If there are foreign guests and friends among the guests, take the initiative to ask if you need knives and forks. 25. When pouring wine for guests, say hello in a low voice: How much do you think? The guests will like it. 26. Remember to put a spoon when serving beans, tofu and other dishes, and don't wait for the guests to ask for it. When you see flies and flying insects, you should try to kill them at once. When you meet flying insects while eating, not only will guests turn off their appetite, but the hotel environment will also be destroyed. For example, flying into dishes is even more troublesome. 28. Take away the empty dishes in time and replace the remaining dishes with small ones. This not only facilitates serving, but also keeps the table clean. 29. Seasoned dishes should be served with seasoning first, and then served. The purpose of this is to tell the guests that this dish uses seasoning. 30. When dining, pay attention to the guests' views on the environment, dishes and prices and try to write them down and report them to the manager. You can try to figure out the customer's psychology through daily summary. 3 1. Keep the desktop and workbench clean at all times, and take away the dishes taken from the dining table at any time. It's really uncoordinated to put garbage and food together. 32. When the guest leaves to go to the bathroom, fold the guest's napkin and put it aside until the guest comes back, which will make the guest even more surprised. Remember to fold different patterns every time, which requires you to learn some origami skills at ordinary times. After the guests have finished eating, the leftovers should be sent back to the kitchen for the manager or chef to taste, so as to find out the reasons for their unpopularity. 34. When you see a guest take out a cigarette, you should immediately take a lighter and light it for the guest at the first time. 35. When a guest drops chopsticks or other tableware on the ground, he should put on clean tableware for the guest at the first time. The waiter should be quick-witted and sharp-eyed, and don't wait for others to ask. 36. Always pay attention to whether there is water in the guest's cup and whether there is wine in the cup. In this way, the hotel can not only increase the sales of drinks, but also avoid the embarrassment that there is no wine in the glass when guests drink. 37. If you want to leave your post temporarily (paying the bill, urging food, delivering tableware, taking drinks, etc.). You should let other colleagues take care of your service area. The service that guests need is anytime and anywhere, sometimes at the moment of leaving. 38. Pour the drinks for the guests and take away the teacups; When the guest says he won't drink any more, take away the cup and pour the drink or tea. Don't underestimate such a simple action, sometimes it can bring more wine sales to the hotel. 39. When you receive the selling notice in your business, you should inform other colleagues around you in time. 40. If you can't find the manager at work, please go to the reservation office or the waitress on the floor to ask about the manager's whereabouts. It's more efficient for guests to run around looking for the manager in Bidiu. Because flight attendants are usually equipped with walkie-talkies 4 1. Pay attention to the guests' expressions, actions and needs at any time when checking in or patrolling in the lobby. If guests look around, they should ask if they need help. When the guest pays the bill, 42. Before checking out, guests should check the bill to see if there are many or missing bills. When a guest asks for a bill, it's best not to take a quick look. The busier they are, the more likely they are to make mistakes. 43. When the guest pays the bill, ask the guest whether to open or return the unopened drink. If a guest buys a bill and then returns it, not only will you be in trouble, but even the cashier bar will be in trouble. 44. Say "thank you" three times before and after paying the bill: say "thank you" when sending the bill, say "thank you" when receiving the money, and say "thank you" when sending back the change or invoice. Guests are our parents, so we should seize the opportunity to say "thank you" more. 45. After receiving the money from the guests, count it in front of the guests and clearly tell them how much money they received. It's your fault to overcharge or undercharge. You'd better point it out yourself Pay special attention to the authenticity of banknotes. 46. Return the invoice to the guest after paying the bill, and remember to put a hotel reservation card in the change bag. Doing one more little thing will bring more opportunities for the hotel to patronize. 47. After paying the bill, the guest puts the vase on the table to show that he has finished buying the bill. When the guests leave and see the vase on the table, other colleagues or leaders will be relieved. 48. When guests leave after dinner, they must say goodbye warmly, and never show the expression of "finally leaving". After-sales service is as important as pre-sales service. Check whether the hotel's things are lost (pay special attention to the high floors) and whether the guests' things are left behind immediately after paying the bill. High-end and novel tableware can really attract guests, but the risk of damage or loss also increases. 50. There is a guest tipping in the service, which proves that the guest recognizes your service. Completely refusing to accept tips can sometimes embarrass guests. When a guest tips, he should explain to the guest: Thank you for your encouragement. This is what we should do. After the guests leave, 5 1. When putting away the table, put away the linen (mouth cloth, towel, dish pad) first, then the glassware, and then the small pieces (chopstick holder, chopsticks, spoon, toothpick cup). And the efficiency of closing tables in order will be greatly improved. Pay special attention when closing the table, and don't dump the garbage in the ashtray into the tablecloth, so as not to burn the tablecloth, which may cause a fire in serious cases. 52. The unused disposable towels or napkins can be returned to the bar at any time. Every little makes a mickle. Love the store, start with small things and make yourself feel at home. 53. The disposable towels used by the guests should be recycled centrally, which can be used as cleaning utensils for other departments, and the cleaner towels can be used as guest toilets. The more things you do to turn waste into treasure, the better. After the guests leave, don't eat leftovers for the sake of hygiene and hotel image. This is the minimum self-esteem of being a man. 55. When using articles, we should follow the principles: put them back where they are, lend them to whom, and remember the position of articles and appliances in our department. Slowly, you will find that this is really a good habit, which is convenient not only for you, but also for everyone. 56. You should pay for what you broke. Taking responsibility will only bring you benefits and praise. 57. If the equipment and facilities are damaged, it should be reported to the supervisor or engineering department in time, so as to get timely maintenance and avoid affecting normal business work. If you check it every day. 58. Inform the supervisor on duty of the accidents or complaints on the floor every day to prevent other colleagues from making the same mistakes. It can be emphasized at the regular meeting that taking one's own mistakes as an example is a style. 59. Visiting the kitchen more when you are free will make your work more like a duck to water. 60. When yawning or sneezing, cover it with your hands or napkins. The action of picking ears and nose must be done where no one sees it after work. 6 1. Take the initiative to greet guests or superiors politely. A simple greeting can leave a good impression. 62. Seeing that other colleagues are too busy, take the initiative to help others and carry forward the spirit of teamwork. If you want others to be nice to you, you should be nice to him first. You offer to help him, and he will come to help you. 63. Don't take the passenger elevator unless there is an emergency. 64. When you see a stranger entering a non-business area, you should take the initiative to stop him and ask his identity. Waiters are the most widely distributed in hotels, so this responsibility should be shouldered most. 65. Any items left by the guest should be handed over to the manager or reservation department immediately, so as to get in touch with the guest in time and return them to the guest. This is respect for yourself and others. 66. Maintain the property and reputation of the hotel at any time and on any occasion. Since you are an employee of the hotel, the reputation of the hotel is actually your reputation. It's not hard to understand that the shops are booming and I'm ashamed. Which boss doesn't like a conscientious employee who loves to stay at home? This is much better than trying to "kiss up". 67. Don't talk loudly in the business place under any circumstances, and tell yourself to keep your voice down. 68. Earnestly keep weekly records, and record daily attendance, complaints, passenger flow, what happened on the floor, and the contents of regular meetings in detail ... remember what happened that day clearly to avoid problems in the future. Knocking on the door (usually three times) before entering a private room or office is universal at any time. 70. Be sure to hand over the work properly before coming off work, and then ask the supervisor if he can get off work and get permission before coming off work. Perhaps the leader has other things to do, which is both a sign of respect and a sense of responsibility.