What are the hotel’s service procedures, details, and specifications?

Chinese food:

Welcome service

a) When guests come to the restaurant, the usher takes the initiative to say hello and greets them with a smile;

b) Honorific titles for regular or repeat customers;

c) Assist guests in storing clothes and guide guests to their seats in order;

d) Guide guests who make reservations to their seats according to the pre-arranged seats;

e) When the room is full, ask the guests to wait at the door, arrange rest seats, and inform the guests of the approximate waiting time.

Pre-dinner service

a) Guests When arriving at the dining table, the waiters in the stands are neat and dignified, greet the guests with a smile, and pull up chairs to give up their seats;

b) Tablecloths, tablecloths, tableware, and tea sets are neat and clean, and hot (cold) disinfectants are provided. Towel service;

c) After the guests are seated, take the initiative to say hello, hand over the menu with both hands, and ask the guests what kind of tea they would like;

d) Serve tea, serve tea in a standardized manner, and proactively deliver napkins Prompt and considerate service.

Ordering service

a) Customers are enthusiastic when ordering, answer all questions, and proactively promote;

b) Skilled waiters Understand the variety, flavor and price of the restaurant's dishes;

c) Ask the guests about the types of dishes they order, make clear the required drinks, clearly write down the contents of the order, and repeat it to the guests;

d) The service is fast and accurate, and the serving chef controls the quality of good dishes. Dishes that do not meet the quality requirements are not allowed to be served.

Serving service

a) Guests order dishes Dishes should be served sequentially within the last 15 minutes. Except for desserts and fruits, all other dishes should be served within 45 minutes;

b) For dishes that require longer preparation time, inform guests of the approximate waiting time in advance;

c) Use clean, undamaged trays lined with textiles when serving drinks;

d) The trays are light when carrying food, and there are no collisions, overturns, or spills. Serve food with both hands. Inform the name of the dish when the dish is served;

e) Make stir-fried dishes on site and serve them, indicating to the guests to cover them with napkins;

f) After the dishes and drinks are served, inform the guests and ask if there is anything else request and wish the guests a happy meal.

Grandstand service

a) Serve the dishes on the table, signal the guests to eat, and pour the first glass of wine for the guests;

b ) During the meal, observe the needs of the guests in a timely manner, replace the bone trays in a timely manner, and tidy the countertop;

c) When guests smoke, light the fire in time, replace the ashtray in a timely manner, and there should be no more than 3 cigarette butts in the ashtray;

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d) Grandstand service ensures comprehensive and thoughtful care of the table, accurate and timely serving and removal of dishes, and attentive customer service.

After-meal service

a) Guests When indicating the checkout, hand over the bill quickly, the account is clear and the verification is accurate;

b) The guest's payment is counted in person, and if the guest hangs the bill, the procedures are complete and thank you;

c) The guest stands up, takes the initiative to pull up the chair, and reminds the guest not to forget his personal belongings;

d) When the guest has finished eating and has no intention of leaving, the guest should not clear the table and rush the guest;

e) When guests leave, use honorifics to say farewell.

Meal ordering service

a) Guests order meals, reserve seats, receive guests proactively, have a warm attitude, smile and speak kindly;

b) Accurately record the guest’s dining time, order content and seat requirements;

c) Restate the guest’s name, room number, contact number, number of guests, time, special requirements and other reservation contents;

d) Arrange seats in advance;

e) Make phone reservations or reservations. Answer the phone within 3 rings. When busy, ask guests to wait and apologize.

For Western food:

usher service

a) The waiter is familiar with the restaurant’s seating arrangement, business style, food types, service procedures and operating methods;

b) Walk lightly, have graceful posture, and have regular movements when taking the seat;

c) When guests enter the restaurant, take the initiative to say hello and greet them with a smile. Regular guests should address them by their honorific titles.

Table service

a) When guests come to the table, wait for the service

The waiter greets the guest with a smile, pulls up the chair and gives up the seat;

b) Hands over the open menu with both hands, enthusiastically recommends more than 3 kinds of pre-dinner drinks to the guests, and when providing ice water drinks, there is no dripping;

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c) When the guest is reviewing the menu, leave sufficient time for the guest to choose the dish, the guest signals to order, and immediately comes forward to provide service;

d) Have proficient professional skills and master the variety of dishes in the restaurant , flavor, price, method and nutritional value, and proactively promote food;

e) Verify the content of dishes ordered by guests and accurately record them on the menu;

f) Provide meals in a timely manner , lunch and dinner, the first course will be served within 15 minutes. If the preparation time needs to be increased, guests should be informed of the approximate waiting time in advance;

g) Use serving utensils correctly and control the serving time. Rhythm, ensure the serving temperature, and actively ask guests for their opinions on the dishes;

h) When guests smoke, light the fire in time, replace the ashtray in time, and there should be no more than 3 cigarette butts in the ashtray;

i) Bone trays can only be replaced with the guest's consent. Special towels and plates are provided to clean the table when clearing the table. There is no sound or dripping when the table is removed.

Collect payment and send guests off

a) When the guest indicates the checkout, hand over the bill quickly, the account is clear, and the verification is accurate.

b) The guest's payment is counted in person, and if the guest hangs the bill, the procedures are complete and thank you.

c) Guests stand up, take the initiative to pull up their chairs, and remind guests not to forget their personal belongings.

d) When guests leave, use honorifics to say goodbye.

Order meals Service

a) Reservation of meals and tables for guests, proactive reception, warm attitude, smiling, able to provide services in more than 2 foreign languages, friendly language;

b) Accurately record guests' meals Time, ordering content and seat requirements;

c) Restate the guest’s name, room number, contact number, number of guests, time, special requirements and other reservation content;

d) Order by phone or To make a reservation, the phone will be answered within 3 rings. When busy, please wait and apologize.

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Restaurant service operating procedures

1. Waiter

(1) Waiter The attendants should be neat and dignified in appearance and stand at the door.

(2) When meeting guests, they should smile and take the initiative to say hello "Hello, welcome", "Good morning", "Good evening", etc. Add your surname to familiar guests to show cordiality and respect.

(3) Introduce the guests into the restaurant, ask them the name of their team, and whether they have made a reservation for the number of diners. If there is no reservation, enthusiastically assist in ordering the meal. , arrange the table.

(4) Walk 2-3 steps ahead and to the left of the guest, signal back to the guest from time to time, and keep a good distance to show courtesy and avoid getting lost.

( 5) Take the initiative to pull out the chair for the guest. When the guest wants to sit down, push the back of the chair with your knees and move your hands forward at the same time so that the guest sits at a suitable position from the table. Generally, it is appropriate to have the guest’s chest and the table edge 10-15cm apart. .

2. Waiter on duty

(1) When a guest arrives, the waiter should take the initiative to greet the guest, say hello to the guest with a smile, and express welcome.

( 2) Pull out the chair for the guest, take the coat and hat, and help hang it up.

(3) In a clockwise direction, starting from the right side of the guest of honor, open the mouth cloth for the guest and remove the chopstick cover. If There are two waiters, one from the guest of honor position and the other from the deputy guest of honor position to open the mouth cloth for the guests.

(4) Starting from the guest of honor position, serve hot (cold) food to the guests Small towels, towels should be stored in towel baskets or special trays, and special clips should be used to hand towels.

3. Beverage service

(1) First, ask the guests what drinks they want to use. Female guests first, then male guests.

(2) The waiters should keep in mind the drinks in the restaurant, the types, prices, and origins of the drinks in order to serve the guests.

(3) Serve the guests Drinks should be served on a tray.

(4) Drinks should be served from the right side of the guest, and beer should be poured with the right hand. Sparkling drinks such as cola should be poured along the wall of the cup to prevent overflow, and pour until 80% Left and right are

Only, except for special circumstances.

(5) When a guest orders foreign wine, red wine, white wine, etc., he must first show the wine to the guest. When showing the wine, it should be on the right side of the deputy host. Hold the bottom of the bottle with your left hand and hold it with your right hand. The mouth of the bottle is at a 45-degree angle, with the trademark facing the guests.

(6) When pouring wine, hold the bottle in your right hand (with the trademark facing the guests), and hold the napkin in your left hand. Starting from the guest of honor, pour the wine clockwise. When pouring wine, keep the mouth of the bottle 2cm away from the mouth of the cup. When the amount of wine is appropriate, rotate the bottle 45 degrees, lift the mouth of the bottle to prevent the wine from dripping out, and then wipe the mouth of the bottle dry with a napkin.

(7 ) Pour the wine: It is appropriate to pour the white wine until it is eight-fifths full, and the wine until it is two-thirds full. The beer can be poured in two steps, as long as the foam does not overflow. If you find that there is no wine or only three-thirds left in the guest’s glass, When serving, the wine should be replenished in time.

(8) The order of pouring wine

The order of pouring wine for Chinese food: starting from the guest of honor, followed by the guest of honor, the deputy guest of honor, and then the host’s The sequence proceeds clockwise. If two waiters serve at the same time, one will start from the guest of honor and the other from the deputy guest of honor, proceeding in a clockwise direction.

(9) What the guests want When you run out of ordered drinks, you must promptly ask the guest if he or she needs more.

4. Chinese food serving service

(1) The order of serving is: cold dishes, main dishes (main dishes) , hot stir-fries, soups, snacks, fruits, guests should be consulted before serving staple food.

(2) Use a tray for serving, left hand tray, right hand for serving, staggered placement of hot and cold meat and vegetable dishes, and color matching Reasonable; when the hot dish is too big to serve with one hand, hold the bottom of the dish with both hands and place the dish in a suitable position on the table.

(3) When serving, pay attention to check whether it is what the customer ordered. The menu should be consistent.

(4) There should be a fixed position when serving dishes. The hands should be light and steady. When announcing the names of dishes, stand one step away from the table. The voice should be clear and the volume should be moderate. When guests ask, they should act appropriately. Introduce, styled dishes and new dishes should be placed in front of the guest of honor.

(5) When serving dishes, pay attention to making the front side of the food face the guest of honor, the host, for the guests to watch, and use a knife to The forks are separated for guests to facilitate their eating; when serving dishes with condiments, the condiments should be served first and then the dishes.

(6) When there is one third of the residue or soup in the bone plate, They should be replaced in time. When changing dishes, the waiter should use his right hand to replace them sequentially from the right side of the guest of honor.

(7) Contact the kitchen at any time to adjust the speed of dish delivery.

(8 ) After the dishes are served, you should signal to the host and ask if you have any other requests.

5. Service during the meal

(1) Add wine, drinks, and tea to the guests at any time.

(2) Replace bone plates, lost chopsticks, etc. in a timely manner for guests;

(3) Provide towels or napkins to guests in a timely manner when dishes are made with hands.

(4) Take the initiative to light cigarettes for guests and change the cigarette tray. There should be no more than 3 cigarette butts in the cigarette tray.

(5) When changing the cigarette tray, place the bottom of the clean cigarette tray on the dirty one. on the cigarette tray, remove it at the same time, and put the clean cigarette tray on the table in time.

(6) In the service area, be diligent with your legs, eyes, and hands, and provide services to guests at any time. , keep the tabletop clean and tidy.

(7) Keep the reception desk clean and tidy, and send the dirty things to the dishwashing area in time.

6. Ask the guests for their opinions

When the guest's meal is about to end, the waiter should take the initiative to solicit the guest's opinions and provide timely feedback to the restaurant foreman or manager.

7. Checkout service

(1) Check whether the receipt is complete, Are there any over-openings or omissions?

(2) After the guests have finished their meal, ask the relevant personnel to sign the bill and guide the guests to the checkout place.

(3) Use the cash register to The guest submits the bill.

(4) When the guest signs, he or she should point out the signature place and check the room number and name.

(5) The buffet account must be checked according to the number of guests. Order and provide checkout service to guests accurately and quickly.

(6) Tips from guests must be politely declined, and it is strictly prohibited to ask for tips from guests.

(9) Send-off service

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1. After the meal, take the initiative to pull out chairs and hand over clothes to the guests, assist the guests in dressing, and remind the guests to bring their belongings and say goodbye

Guests.

2. Check the guests’ belongings promptly and return them promptly if found.

3. The greeter should take the initiative to open the door for the guests to show enthusiasm and respect.

4. All waiters who face guests must actively smile and use honorific service.

(10) Closing the table and after-dinner service

1. After the guests leave, the table should be closed in time to check whether there are any unextinguished cigarette butts. When closing the table, first collect the towels and then the mouth cloth; first put the glassware and then the porcelain, first high and then low, first outside and then inside, so that the operation is light. , stable.

2. Clean and disinfect all removed tableware and utensils to prepare for the meal.

3. Re-lay the table according to the table specifications and wipe it clean. Condiment bottles, set up chairs.

4. Take over the table, take over the car, clean up, no residue, no oil, no traces of water.

5. Turn off all power sources and faucets.

6. Check whether there are any omissions, and lock the cabinets and restaurant door.