How to write restaurant service procedures (2)

Catering service process

Meal preparation

1. Arrive on time, attend the pre-shift meeting, and receive the duty manager’s work arrangements and arrangements for the meal.

2. After employees enter the workplace, they should set up sanitary tables. If they have made reservations in advance, they should set up the tables as required.

3. Clean the floor and the surfaces of indoor items and dead corners. Make sure there is no garbage, no grease, no water stains, no cigarette butts, and no lint on the floor. Clean it after every meal.

4. Check the countertops and tableware for damage, water stains, oil stains, and stains Keep the countertop clean and tidy.

5. Receive disposable items during meals, keep them properly after distribution, and file them neatly.

6. Set up posts according to the points

Prepare to welcome guests. Waiter work flow:

1. Welcome guests:

1. When the greeter leads the customer to the area, the waiter should smile and nod to say hello.

2. Pull out the chair, add or remove tableware according to the number of customers, and hand over the menu.

Order:

3. Open the menu and ask customers to read it. , and introduce the restaurant’s special dishes, specials, new dishes and drinks

4. When recording the dishes and drinks ordered by the customer, write down the date, table number, number of people ordering, and the name of the waiter.

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5. After the customer has finished ordering, repeat the order to confirm what the customer ordered, and then signal the customer that the dishes will be served later. Before leaving, the customer should be reminded to pay attention to the items they carry with them to avoid losing them.

　2. Place an order:

6. Place an order and check whether the documents are consistent with the budget. If there are any problems, solve them quickly.

3. Meal service

7. Bring the drinks and disposable chopsticks ordered by the customers to the table, ask for the customers’ opinions, open the bottles and pour them into the cups.

8. Inspect the dining situation of the customers in the area under your control, and timely supplement the customer’s orders When necessary, tidy up the countertops, clearly name the dishes when serving them, check the dishes, solicit opinions from customers, and remove empty tableware and utensils from customers’ tables at any time.

9. When the waiter temporarily leaves the work area due to something, Be sure to say hello to the waiters in neighboring areas for help. Do not leave your post for a long time, and return to the work area quickly after completing the work.

10. Inspect the floor and countertops at any time, and clean them in time to keep them clean.

11. Customers leave their seats and pull up chairs, remind customers to bring their belongings with them, and give a farewell speech.

4. Closing the table

12. Tableware should be placed in different positions. , Do not stack large tableware on top of small tableware, separate the front room supplies from the kitchen supplies, and use the prescribed collection tools to send the tableware to the dishwashing room separately.

13. Clear the garbage on the countertop, wipe the tables and chairs, The basic qualities and skills of a restaurant waiter are to set up the table in time to receive the next table customer

The basic qualities and skills of a restaurant waiter

1. Ideological quality. Love your job, establish the idea of ??serving the people, abide by the professional ethics of waiters, have the idea of ??"customer first, credibility first", be able to correctly understand the relationship between service and being served, service personnel and diners, and have an overall concept and collaborative spirit.

2. Business quality. Have certain theoretical knowledge and skills in restaurant service. Be able to understand customers' food psychology, be able to receive a variety of different service objects; understand the basic knowledge of various procedures in the cooking process, be able to introduce the flavor characteristics and production methods of various dishes in the business to customers, and be able to skillfully report the products they operate. The names and prices of the dishes; have skillful skills in setting up wine, clearing the table, pouring wine, and serving dishes; understand the local customs, local famous specialties, historical sites, and traffic conditions, and be able to skillfully answer relevant questions raised by customers; Able to properly handle various problems that arise from customers during the service process.

3. Work style. Have a hard-working and uncomplaining work spirit; have good hygiene habits; be polite to others, serve with a smile, and create a "home away from home" dining environment.

4. Appearance and manners. The appearance is dignified, but not overly dressed, giving people a feeling of natural beauty, the behavior is elegant but not rigid, lively and unrestrained without showing frivolity, giving people a respectable and amiable impression.

Basic skills of restaurant waiters

1. Set the table. Setting the table refers to the process in which the restaurant service staff lays various tableware on the table according to certain specifications according to the number of diners. This is a basic skill for restaurant waiters, and it is also a relatively demanding countertop design job. This work should generally be prepared before guests dine.

In an ordering restaurant, the same table may be set up and removed several times during a meal, requiring service staff to have skilled table setting skills.

2. Arrange seats. The arrangement of the seating order in banquets in our country has been very particular since ancient times. It is generally divided into upper and lower seats. There is no consistent format for the specific arrangement. The only thing is the same, that is, the main guests sit at the upper seat or on their left and right. .

3. Pour wine. The service of restaurant service staff pouring wine for guests on behalf of the host is called sommelier. Serving wine is another skill in restaurant service. There are usually only two types of wine used in Chinese banquets. One is hard wine, that is, white wine. The second is sweet wine or colored wine. The restaurant should be stocked with a variety of drinks, and strive to be complete in variety, so that guests have ample room for choice. White wine, champagne and various beverages generally need to be chilled before they can be served in summer. Spirits and colored wines do not need to be chilled, while rice wine needs to be heated before they can be used. No matter what kind of wine you use, you must obtain the guest's consent before uncorking the bottle. You must not force the guest to drink certain drinks, let alone open the bottle first and then ask for the guest's opinion or force the bill to be collected.

a. Wine pouring requirements. Before serving wine, the waiter should prepare the wine that the guest needs and conduct necessary quality checks on it. After inspection, dry the bottle body and bottom for later use. At the same time, place the tray on the tray and place the wine bottles into the tray one by one before installing the tray. Only put 2-3 bottles of wine per plate to make it easier on the pallet. It is usually appropriate to pour the wine at 80% full capacity. When pouring wine, the wine should be poured out of the bottle slowly, and do not hit the mouth of the glass to prevent it from making noise or breaking or knocking the glass over. When pouring beer, let the liquid flow down the side of the glass to reduce foaming. If there is only a little wine left in the bottle (less than a glass), it is not advisable to refill it because it is impolite to tip the bottle upside down.

b. Pouring posture. Hold the tray with your left hand, take the wine bottle from the tray with your right hand, hold the lower end of the bottle tightly, the tray surface should always remain stable, and pull your left arm to the left (as long as the side of the tray cannot touch the guests). The waiter stands on the right side behind the guest, takes a step forward with his right foot, passes the guest sideways, and leans his upper body slightly forward. The body should not be close to the guest, but also not far away from the guest, so as to facilitate the operation. Before pouring wine for each guest, the brand of a certain drink should be pointed to the guest and wait for the guest's approval before pouring. If the customer does not like or is dissatisfied, it should be replaced immediately. The wine must be poured from the right side of each guest. It is not allowed to serve two guests at the same position.

c. The order of pouring wine. The standard of serving wine at banquets is higher than that of ordinary wine pouring. If a waiter is serving wine for a table of guests, the first glass of wine should start from the seat of the guest of honor and then proceed clockwise around the table. For example, two waiters can go around the table starting from the guest of honor and the deputy guest of honor. During the banquet, you do not need to follow this method when pouring wine or pouring wine at ordinary times. Three realms of high-quality restaurant service

1. Satisfying customers

The service that satisfies customers is to provide customers with all the services they can provide. Its basic requirements are:

1. Correct concept

Treat guests as relatives and treat guests as family members.

2. Positive and enthusiastic attitude

When customers arrive and make demands, the first thing we should show to them is a positive and enthusiastic attitude.

3. Services that comply with regulations and standards

The regular and basic needs of customers are met through standardized and standardized services in a timely and accurate manner to ensure the effectiveness of services.

2. Surprise guests

Do things with heart, provide customers with personalized services, and go from satisfaction to overflowing. The basic requirements are:

1. Deepening of the concept

Guests are relatives and family members.

2. Identify potential customer needs.

3. Move the guests

Service with emotion exceeds the guests’ expectations in terms of physical and psychological feelings, achieving double overflow. The basic requirements are:

1. Concept sublimation

Guests are better than relatives, and guests are better than family members.

2. The result pursued

Turn customers into truly loyal customers.