Training materials for hotel front office staff

Restaurant service skills training is aimed at all employees in the hotel housekeeping department.

The purpose of the training is to master the basic skills of restaurant service and provide quality service for guests.

Training points: seat introduction and ordering, table layout, tray, pouring wine, serving, dish division, dish change and return, napkin folding.

I. Seating arrangements and ordering

1. Guide seat

Seating is the beginning for guests to receive service after entering the hotel restaurant. Standardized and high-quality seats can make guests leave a good first impression on the hotel restaurant. At the same time, the proper use of seating skills can make good use of the space of hotel restaurants, facilitate the service of restaurant staff, and set off a unique overall impression of the restaurant environment. Improve customer satisfaction. The specific skills of the guide seat are:

(1) Arrange the corresponding location according to the number of guests, so that the number of guests dining corresponds to the capacity of the desktop. This can make full use of the service capacity of the restaurant.

(2) The hotel seat selection guide should show sincere recommendation to the guests, and the choice of the guests should be respected in the specific seat selection guide and recommendation process, so as to combine the opinions of both parties well.

(3) When the first guests dine in the restaurant, they can be arranged near the door or by the window, which will make the later guests feel that the restaurant is crowded with people, create a lively atmosphere and avoid leaving the impression of being left out.

(4) For guests with children, they should be arranged as far away from the passage as possible to ensure the safety of children and the service of restaurant staff.

(5) For brightly dressed female guests, the restaurant can be arranged in a conspicuous place, which can increase the bright color of the restaurant.

(6) For couples who come to the restaurant for dinner, they can be arranged in a secluded place.

(7) In the peak period of restaurant operation, ushers should be good at scheduling and coordinating work, find positions for guests flexibly and timely, and master the dining dynamics of guests who are not at the same table.

Order food

Thoughtful, enthusiastic and tailor-made ordering service can make guests feel the value-added enjoyment from the restaurant service, impress the hotel restaurant and increase their consumption in the hotel.

Restaurant staff should pay attention to the following aspects when ordering food for guests:

(1) Order food for guests according to their residence and specific living habits.

For elderly guests, you can recommend some soft, cholesterol-free and low-oil foods.

For those who are in a hurry to eat, the restaurant can recommend some foods that are convenient and quick to make.

Northerners like pasta, which is heavy in taste and often greasy and salty.

4 Hunan and Guizhou guests have a strong taste and like spicy food, while Sichuanese like spicy food.

⑤ Jiangsu, Zhejiang and Shanghai guests prefer sweets and have a light taste.

⑥ Guangdong, Hong Kong and Macao guests like raw, crisp, fresh and sweet, with light taste, and like to drink old fire soup before meals.

(2) consider the guest's spending power

① Ordinary consumers. Such guests account for the majority of restaurants. Pay more attention to economy when ordering, and the restaurant staff can recommend some home-cooked dishes to them.

2 working-class consumers. Although these guests do not pursue high consumption, they have certain consumption power, and the restaurant staff can recommend some high-end dishes to them appropriately.

3 high-consumption people. This kind of guests pursue high consumption and enjoyment, and give consideration to both nutritional value and ornamental value when ordering. Restaurant staff can recommend some more expensive dishes or fresh game to them.

(3) the collocation and combination of various vegetables

Combination of cooking methods: when cooking, guests can be advised to take into account cooking dishes such as cooking, roasting, roasting, stewing, buckling and steaming.

2 collocation of cold dishes and hot dishes: generally, there should be both cold dishes and hot dishes when dining. When guests order more cold dishes and less hot dishes, they can be reminded appropriately.

3 combination of serving speed: some dishes, such as oblique elbows, take a relatively long time to cook, so you can recommend some dishes with faster cooking speed to avoid keeping guests waiting for a long time.

④ Color combination of dishes: When ordering, you can consider the appropriate combination of different colors, including green, yellow, red and white, which can increase the visual pleasure and psychological ease and increase the appetite of guests.

⑤ Vegetarian collocation: Too much greasy food is not good for your health. You can suggest that guests pay attention to the proper collocation of vegetarian food when ordering.

⑥ Combination of shapes: The shapes of food are strips, blocks, slices, grains, velvet, etc. The combination of dishes with different shapes also helps to form a visual aesthetic feeling and appreciate the diversity of food cooking methods.

(3) The number of people dining should be adapted to the weight of food.

Restaurant staff should consider the number of guests when recommending dishes to them, and determine the weight of ordering for them accordingly. But the final dish should respect the wishes of the guests and the actual situation.

Usually, the weight of each dish is fixed, but some special dishes will have different weights according to the needs of guests.

Write about food

Writing dishes is an important part of recording the specific dietary needs of guests, so that restaurants can clearly grasp the needs of guests and serve them accurately.

(1) When writing dishes, you should pay attention to writing according to the guest's proposal or demand, and accurately write the guest's demand on the reservation menu. If you can't hear or understand the name of the dish, don't advocate it, but ask the guest politely.

(2) When the guests can't decide what they want quickly, the restaurant staff should wait patiently and enthusiastically introduce and recommend the flavor and characteristics of the hotel's special dishes and other dishes.

(3) If the guest really refuses to order or the restaurant is about to close, explain politely to the guest.

Second, build a stage.

Setting the table, also known as laying the table and setting the table, is the operation process of putting tableware, wine utensils and auxiliary supplies neatly and beautifully on the dining table according to certain specifications. Including table layout, seat layout, tableware layout, etc. The table should be clean, orderly, in place, properly placed, convenient for eating and complete.

1. Spread the tablecloth

According to the process, the method of spreading tablecloth can be divided into push-pull and net-casting.

(1) push-pull type

(1) When laying, choose a tablecloth suitable for the size of the desktop and stand next to the assistant host's seat and close to the table. Fold the tablecloth with both hands parallel, push it forward and then pull it back. The drum seam of the tablecloth is up, the center seam is right, and the auxiliary main seat. The four corners of the tablecloth are perpendicular to the legs of the table, and the vertical parts of the four corners are equidistant from the ground, so it is impossible to touch the ground.

(2) The pattern of the laid tablecloth is placed in the middle of the table, and then the chair is surrounded after the tablecloth is laid.

2) casting net type

(1) after choosing a suitable tablecloth, the employee stands in the position of the vice-principal, folds the tablecloth in parallel with his hands and lifts it, spreads it in the direction of the first guest, with the drum seam up and the center seam straight, and sits in the seat of the vice-principal. The four corners of the tablecloth should be in a straight line with the legs of the table, and the vertical parts of the four corners should be equidistant from the ground. The pattern and pattern of the laid tablecloth should be placed in the middle of the dining table, and then the chair should be surrounded after the tablecloth is laid.

(2) When laying the net, it is required to be neat, elegant and skilled in one go.

2. Table shape and appliance placement

(1) The table shape is a standard shape composed of tables and chairs arranged appropriately.

① Square table for 4 people, with cross symmetry.

②6-person frustum of a cone, using the method of word center and left-right symmetry.

③8-person frustum of a cone, with the cross in the center and symmetry in pairs.

(4) 10 frustum of a cone adopts the methods of word alignment and left-right symmetry.

⑤ 12 frustum of a cone, cross centering, two times two method.

(2) Apparatus placement

① Placement of breakfast utensils

A. Dishes (or plates): According to the shape of the table, the distance from the plate to the edge of the table is required to be 1.5cm, and the length of the index finger should be maintained.

B. saucer: put it on the right side of the saucer, and the distance from the table is also1.5cm.

C. teacup: put it on the saucer with your ears facing right.

D. soup bowl: put it directly above the plate.

E. spoon: put it in the soup bowl with the handle of the spoon facing left.

Chopsticks rack, chopsticks: Chopsticks rack is placed on the upper right of the dish, chopsticks are placed on the chopstick rack, and the back end of chopsticks is away from the edge of the table1.5cm. The pattern of chopsticks cover should be upward; Chopsticks pass between the saucer and the saucer.

② Placement of lunch and dinner utensils

A. dishes: according to the table shape, the distance from the dishes to the table edge is required to be1.5cm. ..

B. Chopsticks rack and chopsticks: put the chopsticks rack on the upper right of the plate, and then put the chopsticks (with sanitary chopstick covers) on the chopsticks rack. The back end of chopsticks is 1.5cm away from the edge of the table, and the pattern of chopstick sleeve is upward.

C. soup bowl and spoon: the soup bowl is placed above the bone dish to the left, the spoon is placed in the soup bowl, and the handle faces to the left.

D. Wine sets: Chinese banquets generally use three sets of cups, namely, beverage cups, grape glasses and white glasses. First, put the wine glass on the vertical line of the dish about 0.5 cm away from the edge of the wing bowl and the flavor dish, then the drink glass is on its left side and the white glass is on its right side. The diameters of the three cups are horizontally in a straight line, and the distance between the cups is about 0.5 cm, so it is advisable not to collide with each other.

E. saucer and teacup: the saucer is placed on the right side of the saucer, keeping a distance of 1.5cm from the edge of the table; Put the teacup upside down on the saucer, with your ears facing right.

F toothpicks: toothpicks are mostly in bags, placed between chopsticks and plates, and the side printed with pictures and texts can be aligned upwards.

G. napkins: 45cm long napkins are neatly folded and can be folded into various styles. Generally, one is put in a plate and the other in a drink cup.

H. incense towel and incense towel rack: When putting the incense towel, put the incense towel on the incense towel rack and put it on the left side of the dish.

(3) the placement of other items

① Flowers: Single flower arrangement and vase flower arrangement are generally placed in the center of a small square table, while multi-branch flower arrangement and potted flowers are generally placed in the center of the turntable.

② ashtray: When the ashtray is placed on a big table, it looks like a "pin".

③ Turntable: it is generally used on a big round table, and the bottom of the turntable should be pressed in the center of the cross hem of the tablecloth.

3. Seating arrangements for Chinese banquets

Banquets in China usually have a host, a deputy host, a guest of honor, a deputy guest of honor and other accompanying persons, and everyone has a fixed seating arrangement.

(1) The head facing away from the key decorative surface of the restaurant is the first one. Where the host sits, the deputy host sits opposite to the host, the guest of honor follows the host's right side, and the deputy guest of honor sits on the deputy host's right side.

(2) If both the host and the guest take their wives to the table, the guest's wife will sit on the left side of the host's position, and the host's wife will sit on the left side of the guest's wife. Other levels remain the same.

(3) When the guests hold a high-standard Chinese banquet in the restaurant, the restaurant staff should assist the guest undertaker to arrange seats according to the order size, or draw the guest's name on the floor plan according to the order height and post it at the entrance of the restaurant to guide the guests to sit down. Third, the tray

1. Type of pallet

(1) According to the raw materials of trays, trays in restaurants are generally made of metal, wood or plastic, and metals can be divided into silver, aluminum and stainless steel.

(2) According to the tray shape, it can be divided into circular tray, square tray and large, medium and small tray.

① Large, medium and small plates are usually used for pouring wine, delivering food, dividing food and displaying drinks. Small disks are used most frequently.

② Large Chinese-style plates are usually used to hold dishes, drinks, plates and other heavy items.

③ Small silver plates of 15cm×10cm or15cm are mainly used for sending bills, collecting money, delivering letters and other small items.

2. The operation steps of the tray

(1) sorting

Firstly, select a tray with appropriate size according to the transported articles, wipe the bottom of the tray clean, then put a pad cloth or wet towel on the tray and flatten it by hand, so that the four edges of the pad cloth or towel are aligned with the bottom of the tray.

(2) Plate loading

When loading the pallet, the articles to be transported should be placed on the pallet according to the volume, weight and use order of the articles to be delivered.

(3) Tray

Restaurant staff should not directly lift the tray from the countertop, but should first gently pull the tray out of the countertop to keep the tray about 15 cm long and put it on the countertop. Then put your hand in the center of the tray, hold the edge of the tray with your right hand and help lift the tray with your left hand. If the items in the tray are heavy, it is not appropriate to directly lift the tray with arm strength, but to bend your knees and lift the tray with straight legs.

(4) Walking

(1) When employees walk with trays, their eyes should be fixed on the front, their bodies should be straight, and they should not bend over and hold out their chests. The steps should be light, symmetrical and steady.

(2) Pay attention to control the motion inertia of the supported object when walking. In case of sudden stop, you should stretch forward slightly to slow down, and hold the tray with your other hand in time to keep the tray and the articles in the tray relatively stable.

(5) discharging

(1) If the supported items are light, you can take them off the tray and give them to the guests with your right hand, or you can hold the tray for the guests to pick up. After the items are taken away, the restaurant staff should adjust the position of the tray or the items in the tray with their right hands in time to keep the tray balanced.

(2) If the consignment is heavy, the restaurant staff can put the tray on the adjacent desktop or food table, and then hand over the consignment to the guests in turn.

3. Footwork of end-plate walking

Employees lean forward slightly when walking on the end plate and tray, with steady gait, full spirit, forward vision, broad vision, flexible response and concentration. There are four steps when walking on the end plate and tray:

(1) Fixed pace: that is, walk at a normal pace and interval, with a uniform pace, not fast and slow, and a moderate interval.

(2) Trot: This is the pace used by restaurant staff to transport some special dishes, mainly those that need to be eaten while they are hot. If we don't hurry, the quality of the food will be affected. When walking at a brisk pace, the pace is faster than the normal pace and the distance is longer. However, it is necessary to maintain an appropriate speed and not to run, otherwise the shape of the dish will be affected or the dish will overflow unexpectedly.

(3) Rolling: This kind of footwork is more suitable for walking with soup, with faster pace but smaller step distance. Using minced steps can keep the upper body stable and prevent the soup from overflowing.

(4) Step: The usual gait is that the left and right feet move back and forth alternately, while the step is that the front foot moves forward and the rear heel moves further. This footwork can be used in two situations:

(1) When restaurant employees walk in the middle of narrow aisles.

(2) When restaurant employees suddenly encounter obstacles or need to slow down on the table next to them.

Fourth, pour drinks.

1. Pouring process and matters needing attention

(1) check

Before serving wine to the guests, the restaurant staff should clean the bottle body and bottle mouth to check whether the wine has expired or deteriorated and whether the wine bottle needed by the guests is damaged.

(2) Open the bottle

(1) when opening a bottle, the restaurant staff should hold the bottle with their hands, with the bottle mouth facing up, and cover it with their hands to show courtesy to the guests. When opening a bottle, avoid spilling wine from the bottle mouth to the guests.

(2) The opening sound should be low. Don't throw away the opened bottle caps, and put them away in a unified way. After opening the bottle, the restaurant staff should wipe the bottle mouth with a clean cloth.

(3) Signal

(1) Before pouring wine for the guests, the restaurant staff should indicate the brand of the wine to the guests, so that the guests can believe that this is the kind of wine they need.

(2) If the guests have different opinions before pouring wine, the restaurant staff should consult the guests and provide services politely.

(4) posture

There are two ways to pour wine, one is to pour the table and the other is to hold it down. Watch watering is used more.

(1) topple the table

When the restaurant staff pours wine, the left hand holds the tray firmly, and the right hand takes the wine that the guests need from the tray, and puts the hand on the middle and lower end of the bottle. The index finger points slightly to the bottle mouth, making an angle of about 60 degrees with the thumb, and the middle finger, ring finger and little finger are basically arranged together. When pouring wine, stand at the right rear of the guest, not too close to the guest, and not too far away from the guest. When pouring wine for each guest, you should stand at the right rear of the guest, instead of standing in the same place and pouring wine for several guests at the same time to save trouble. When pouring wine for a guest, don't aim the bottle at the guest, and don't put your arm on the guest. In the process of pouring wine, the bottle mouth should not touch the guest's cup mouth, and it is advisable to keep the distance of 1 cm, and don't pick up the cup to pour wine for the guest. After each glass of wine is poured, the hand holding the bottle rotates clockwise by an angle, and at the same time, the bottle is withdrawn, so that the wine drops can stay at the bottle mouth, not fall on the table, and the posture can be elegant. When pouring wine for the next guest, wipe the bottle mouth with a clean cloth again, and then pour it.

② Press and pour.

The basic posture of holding a wine bottle is the same as that of falling on a table. The difference is that holding a wine bottle in one hand and a glass in the other, it should be done outside the table.

(5) sequence

Generally speaking, the order of pouring wine at a banquet is from the first guest on the host's right, then one by one counterclockwise, and the host's wine is poured last.

(6) components

Traditionally, China's banquet should be filled with wine to show heart and soul. But with the influence of western culture, the traditional common sense of pouring wine is also changing.

(1) When pouring white wine in western food, it is generally not more than 3/4 of the glass, so that guests can enjoy the mellow wine with the glass before sipping.

(2) When pouring beer, pour the wine slowly along the glass wall to avoid filling it all at once and making the foam overflow the glass. The pour amount of beer should be 80% wine and 20% foam.

③ When pouring red wine, it is advisable to pour it to 1/3 or half a glass, because red wine glasses are generally large and should not be filled at one time.

(4) When pouring champagne, it should be done twice. The first time, pour13 cups. After the foam subsides, pour the wine to 2/3 or 3/4 cups. When mixing cocktails, make the wine into the glass to occupy 3/4 space, so as to facilitate guests to watch or take it.

⑤ When pouring brandy, generally only 1/8 cups are poured, which is often called "1P".

6. If the guest asks for beer mixed with soda water, he should pour the beer first and then add soda water.

(7) After pouring wine

Wine bottles are usually placed in the guest seats, and large banquets are placed on the wine table or workbench. Restaurant staff should stand near the guests in high spirits and pay attention to their drinking at any time. When the wine is almost finished, they can go forward and pour the wine for the guests again.

Pour wine for Chinese food

(1) After the important guests of China banquet are seated, the host usually raises a glass to propose a toast. Accordingly, the restaurant staff should pour the wine needed by the guests 5 minutes before the opening ceremony. However, in general, it is necessary to combine the drinking habits of the guests at the table, and after obtaining the consent of the guests, pour the appropriate kinds of drinks to the guests at the right time. If the guest does not agree, it should be replaced in time.

(2) The order of pouring wine at Chinese banquets is generally from the guest of honor, with the guest of honor in front, the host in the back, the lady in the front and the man in the back. When two waiters pour wine for the guests together, one can start from the guest of honor and the other can start from the deputy guest of honor, and then pour drinks or drinks counterclockwise according to the seating order.

(3) When the host and guest make a speech, all the activities of the restaurant staff should stop and stand quietly at a proper distance from the guests, so as not to cause unnecessary interference to the normal activities of the guests. When the host's speech is coming to an end, the waiter will pass the host's glass and let the host propose a toast. When the host leaves the mat to propose a toast to the guests, the waiter should follow the host to serve low-alcohol and hard liquor on the tray and refill the wine for the guests.

Pour wine in western food

(1) There are very strict and complicated requirements for serving wine in western food. Unlike Chinese food, once the owner of Chinese food decides what to drink, it may not change much, but western food is different. There are even as many as seven kinds of wine in high-end western food. Every time you eat a dish, you should change the wine, and the corresponding dish should also drink the corresponding wine.

(2) When pouring wine, you should first change the position of the glass used in front and the glass you want to drink, and then pour wine to facilitate the guests to propose a toast.

(3) The order of pouring wine is, under normal circumstances, first the female guest of honor, then the male guest of honor, then the host, and then pour the wine according to the seating order.