What etiquette should be paid attention to when serving in catering?

Basic requirements for catering services:

Etiquette and courtesy: friendly and polite. Respect the customs of different ethnic groups and countries. When using it, different etiquette and courtesy methods should be used according to the different objects. Restaurant service staff must pay attention to the cultivation of etiquette and courtesy.

Requirements: Beautiful language: elegant conversation, soft language, friendly tone, concise and clear. According to different objects, use honorifics and correct titles, etc.

Appearance and instrumentation:

A Appearance requirements:

Dress: Be neat and tidy, wear work clothes for work, always keep neat and clean, trousers of appropriate length, and Replace it before it disappears, and do not put any unnecessary items in the belt. Do not open your chest, the service card is on the left side of your chest. Sleeves cannot be rolled up. Waitresses must wear skirts and stockings must not be exposed. They should wear fleshy socks. When wearing a tie, tuck the hem of your shirt into your trousers. Shirts should also be colored and kept neat. Tie your tie straight, wash it if it's dirty, change it if it's torn. Wear black leather shoes or cloth shoes. Leather shoes should be polished to keep them shiny, and cloth shoes should be kept clean and tidy.

Grooming requirements: Friendly and respectful, well-dressed. Nails should be trimmed regularly, no long nails should be kept, no nail polish should be applied, and hair style should be in accordance with the hotel's regulations. Men should not have long hair, and hair style should not go past the ears and back collar. Shave your face before going to work every day, and keep it tidy. Waitresses should not have shawl hair or weird hairstyles, and their hair should be neatly trimmed. Brush your teeth every morning and evening to keep your nose hair from coming out of your nostrils. Rinse your mouth after meals, take showers frequently to prevent sweat odor, do not eat local food or drink alcoholic beverages at work. Maintain a good mental state and look natural.

Waiters can dress up with light makeup when working, but they are not allowed to wear bracelets, bracelets, rings, earrings and exaggerated headwear. Wearing necklaces should not be exposed. Men and women are not allowed to wear colored glasses and items and decorations other than those specified by the hotel.

Code of conduct: behave quickly, move gracefully, neither be humble nor arrogant, train in an orderly manner, provide guest services according to specifications, and proceed in an orderly manner according to prescribed procedures. Do not be careless or do whatever you want. Establish the idea of ????stopping with customers.

Pay attention to certain etiquette to make guests feel at home. Service staff should pay attention to their accommodation appearance and behavior to give people a dignified and beautiful feeling.

Guests use the waiter’s language, actions, behavior, and attitude as the standard for evaluating service. It is easy for the waiter to do it while he is completing his work, but it is very difficult to still be cordial, respectful and polite after completing his work. Therefore, the waiter needs to improve his self-cultivation and adjust his emotions in a timely manner to achieve the best result. state.

Specific requirements for behavior: Standing is a basic skill.

Standing posture: Keep your chest up and your abdomen in, eyes straight, mouth slightly closed, smiling, arms hanging naturally or crossed in front of the body, right hand on the left hand, to maintain a state of providing services to guests at any time. . Do not put your hands on your hips, cross your chest, or put your hands in your pockets. When a woman stands in a V shape, her knees and heels should be close to each other. When a man stands, his feet should be as wide as the door, and his body should not lean forward. When you feel tired from standing, you can extend your feet half a step forward or backward or move your feet, but your upper body should still remain upright. Don't stretch too far and don't stand leaning against a wall.

Waiting: The walking posture should be dignified. When walking, the center of gravity of the body is slightly forward. This will help the center of gravity to be in the front and on the big toe. Look straight up with a smile. The ideal trajectory is a straight line straight ahead, with the heels down. In this straight line, keep your chest up and your head up, don't sway your shoulders, place your hands naturally, relax your arms, walk slowly and unevenly, walk in front when welcoming guests, walk behind when seeing off guests, and give way when passing guests. At the same time, you are not allowed to pass among the guests, do not stand in a straight line when there are many people walking, and do not run and chase in the hotel. You can run, but you can walk in stride, but you must apologize to those you pass.

Sitting posture: Being upright is a manifestation of body beauty. When turning around, take a half step back with your right foot. When sitting down, take a half step back with your right foot. When standing, straighten it again. Keep your upper body straight and relax your arms. The legs are naturally together. The hands are naturally placed on the knees, with the fingers together.

Gestures: It is an expressive gesture language. It is used when introducing dishes and guiding the way. When giving directions to guests, reach out and rotate your fingers in the direction centered on the elbow joint. And your eyes and hands direction is consistent.

Smoking, eating snacks, picking nostrils, picking teeth, picking ears, burping, sneezing, yawning, scratching the head, scratching, manicure, stretching and other things not allowed in the hotel are strictly prohibited in front of guests. Behavior.

Language: Language is a tool for communication between waiters and customers. Therefore, waiters must master basic polite expressions.

Basic polite expressions are divided into: welcome, greeting, farewell, salutation, congratulations, apology, thank you, response, inquiry

1 Welcome: Welcome to our hotel, welcome

2 Greetings: Hello, good morning, good afternoon, morning, good morning, good afternoon, good evening, thank you for your hard work on the road.

3 Farewell words: Goodbye, good night, see you tomorrow, I wish you a pleasant journey, I wish you a safe journey, and welcome you to come again next time.

4 Terms of address: miss, madam, wife, administration, comrade, chief, that gentleman, that lady, eldest sister, aunt, hello.

5 Congratulations: Congratulations, happy holidays, merry Christmas, happy new year, happy birthday, happy wedding, and good fortune.

6 Apology: I'm sorry, please forgive me, I've disturbed you, I'm rude.

7 Words of thanks: Thank you, thank you very much.

8 Response: Yes, okay, I understand, thank you for your kindness, don’t be rude, it’s okay, this is what I should do.

9 Inquiry: What can I do for you? (What can I do for you?) What can I do for you? Do you have anything else/do you like (need, be able to...)? Please. . . . Okay?

10 basic polite expressions: hello, please, thank you, sorry, goodbye.

11 Commonly used polite words: please, you, thank you, sorry, goodbye, please forgive me, it’s okay, it doesn’t matter, you’re welcome, good morning, hello.

12 Professional language: Welcome to our restaurant, please wait, please sit over here, your dishes are here, what would you like to eat, please dine, please sit down, thank you, goodbye .

Waiters should use service terms correctly: clear tone, soft voice, accurate language, concise and clear, smiling, friendly attitude, pay attention to the consistency of language and expression, do not look left and right, stand vertically and respectfully, and keep a distance Appropriately, look at the triangle area of ????the face, strive to do what is promised to the guest, and ask for instructions in time if you cannot answer.