What etiquette should hotel banquet waiters pay attention to?

Hotel banquet waiter etiquette

1. Characteristics of hotel conference service etiquette

(1) Standardization

1. Arrangement specifications: Specifically reflected in the arrangement of seats, the placement of flowers, the placement of notes, the placement of tea cups, etc., they should be arranged according to etiquette specifications to reflect the order of protocol and the level of the meeting.

2. Procedural specifications: All procedures and processes embodied in conference services are determined and planned in advance, and the important parts must be repeatedly reviewed by the organizer. In reception services, etiquette service personnel should be divided into divisions of labor. There are standardized arrangements for all aspects such as pick-up, sign-in, and guidance, and corresponding plans are provided based on experience and the requirements of the organizer. Only in this way can the conference service be busy but not chaotic.

(2) Flexibility

1. Although the conference service is carried out as planned and all processes are in order, some emergencies often occur: such as temporary phone calls or If you want to inform a participant of something, the staff should walk up to them and whisper the message; if you want to inform the leader on the podium, it is best to use a note to deliver the notice to avoid distracting others by walking around the stage frequently and whispering. , affecting the effect of the meeting; if an error occurs due to improper work at the meeting, the staff should remain calm and deal with it as soon as possible without disturbing other people, let alone rushing back and forth to avoid affecting the atmosphere and normal order of the meeting.

2. Pay attention to adjusting the temperature and humidity of the conference room to create a comfortable environment. The temperature in the conference hall should generally be controlled between 24°C and 25°C in summer, and between 20°C and 22°C in winter.

(3) Timeliness

1. General meetings have a strong timeliness, and they all emphasize starting on time and ending on time. The service plan thus developed should also reflect such characteristics. Divide the reception plan according to time periods to ensure that dedicated personnel provide regular service.

2. On the one hand, we emphasize the timeliness of the meeting, and on the other hand, we must make various corresponding plans for the delay and rescheduling of the meeting; at the same time, the preparations before the meeting should also be based on the time. Plans are completed on time and with high quality, such as preparation of meeting materials, layout of meeting venues, debugging of meeting equipment, etc. If it is not completed within the time required, it will inevitably bring inconvenience to the conference service work.

2. Hotel conference service etiquette process

1. Pre-meeting preparations

Pre-meeting preparation is an important part of the work, and the purpose is to make the conference service personnel Make adequate mental preparations and complete material preparations.

(1) Understand the basic situation of the meeting. After receiving the notice of the meeting, the waiter must first grasp the following information: the number of people attending the meeting; the type and name of the meeting; the sponsor; the meeting schedule; the identity of the guest and host of the meeting; meeting standards; special requirements of the meeting and the characteristics of the participants Customs and habits.

(2) Allocate personnel and assign responsibilities. Before the meeting, the supervisor or manager should introduce the basic situation of the meeting to all personnel participating in the meeting service, explain the requirements and precautions in the service, and make a clear division of labor. Make all waiters clearly aware of the overall arrangement of work and the work they are responsible for, and carry out preparation work according to the division of labor.

2. Conference service procedures

Thirty minutes before the start of the meeting, the waiters must be in place to prepare to greet the conference guests. If the attendees are guests staying in the hotel, a greeter only needs to be set up at the entrance of the conference room; if the attendees are not staying here, a greeter should be set up at the entrance of the hotel lobby to welcome the guests and guide the guests.

(1) When guests arrive, the waiter should be full of energy, enthusiasm and polite, stand at the entrance of the conference hall (room) to greet the guests, cooperate with the work of the conference team, ask guests to sign in, distribute materials, and guide guests Take a seat. Then bring incense towels and tea.

(2) Refill water in a timely manner during the meeting.

Service movements should be light and steady, and should be carried out according to the previous service standards.

(3) During the meeting, the waiter should concentrate and observe whether the participants have any service requirements.

(4) If there is a podium at the meeting, there should be a dedicated person responsible for the services of the podium. When the speaker is speaking, the waiter should always add tea, water, and towels to him.

(5) At the end of the meeting, the waiter should promptly remind the guests to bring their belongings.

3. Staff service etiquette during meals

When guests are dining, they must first indicate their time to the guests, deliver the menu to the guests, and ask the guests to order.

Guests should take the initiative to introduce the hotel’s special food and drinks when ordering

4. End of meeting

(1) After all guests leave the venue, the waiter must check Check the venue for any items forgotten by guests. If you find items left behind by guests, please contact the conference affairs team immediately and hand them over to the owner as soon as possible.

(2) Manage the venue without leaving any blind spots, and pay special attention to whether there are unburned cigarette butts to avoid leaving hidden dangers.

(3) Clean the place, return tables and chairs to their proper places, and neatly sort and sort everything used in meetings. Turn off the power, close the doors and windows, check again, and then exit and lock the door after confirming that everything is correct.

5. Things to pay attention to in service

(1) If the guest indicates that the service will not be used during the meeting, the waiter should be on duty outside the venue in case the guest needs to handle other matters.

(2) During the meeting, if there is a call to find someone, the waiter should clarify the unit and name of the person being called, and then politely inform the guest that he is looking for. If he does not know the person he is looking for, You should contact the conference affairs team. Never shout the names of guests at the venue.

Taboos for hotel banquet waiters

One taboo about listening

This is a big taboo in service. During the conversation, guests must not listen, peep, or interrupt to be a waiter. Should have professional ethics. If the waiter has an urgent matter to discuss with the guest, he cannot interrupt the guest's conversation rashly. It is best to wait aside for a while and signal with his eyes. After the guest realizes it, he can then step forward and say:? Sorry to interrupt your conversation. ?Then say what you want to say.

Two taboos: Staring

When receiving guests with unusual costumes, waiters should avoid staring and commenting for a long time, because these behaviors can easily make the guests unhappy.

Three avoidances of snickering

During gatherings and conversations with guests, in addition to providing due services, waiters should also be careful not to snicker, whisper, or criticize guests’ comments. To avoid causing unnecessary friction.

Four taboos about colloquialism

Some waiters lack language skills and the cultivation of their own qualities, and intentionally or unintentionally hurt guests or cause some unpleasant things to happen at work. For example: "Do you want food?" This kind of language for asking guests to order food makes people sound very unpleasant and uncomfortable. In addition, when the waiter introduces the table to the guests, the word "single room" is also a taboo word, because "single room" refers to a room for critically ill patients in a hospital, and in a prison it is a room where important criminals and felons are detained, so "private seat" should be used. It's better to replace "single room".

Five avoidances of boredom

If an individual customer greets the waiter with uncivilized language such as "Hello" or "Hey", the waiter cannot be indifferent or impatient because the customer is rude. On the contrary, we should make guests aware of their faux pas through proactive and enthusiastic service. If you are busy, you can say: "Please wait a moment, I will come right away." ?