How to be familiar with the hotel industry process

Please buy and consult related books about what kind of internship is.

1. Welcome, welcome: After everything is ready, stand at the door of the private room 30 minutes before booking 15. When the guests arrive, greet them with a smile. If you know your name and position, you should use your surname and position.

2. Pull up the chair and give up your seat: When the guest enters the room, he should take the initiative to pull up the chair and give up his seat for the guest. You don't have to give up your seat for all the guests, but you must serve the ladies or invited VIPs. If you have children, ask if you need a baby chair.

3. Send the towel: put the folded towel into the towel rack on the left hand side of the guest. The requirements for changing towels are: left and left.

4. Serve tea: fold the mouth cloth into a square and put it in the bone dish, put the teapot on the mouth cloth, buckle the thumb on the handle of the pot, and connect the other four fingers to the bottom of the bone dish. Standing on the right hand side of the guest, he poured tea for the guest in one hand and said in the other, "Sorry to bother you. ... please have tea. " If you know the name of the guest, you should say, "Please have tea, Director Wang". Be sure to say "sorry to bother you" before pouring tea to attract the attention of the guests, otherwise the guests will accidentally touch the teapot and cause burns.

5. Submit the menu and order food and drinks: Ask the guests if they can order and give the menu to the host. Actively recommend the special dishes or chef's selections of the day to the guests. Promote all kinds of drinks and recommend soft drinks to women and children.

Ask if you can serve: For regular customers, the banquet menu may have been made in advance in the form of telephone reservation, so you can directly ask the host if you can inform the kitchen to start cooking. If there is a VIP, ask the host if he wants to eat separately. If necessary, if there is a fruit bowl, inform the kitchen to prepare' one to eat' according to the number of people. Also recommend all kinds of drinks to the host.

6. A la carte menu and wine list: put the dishes and wine ordered by the guests on the a la carte menu (one wine and one dish) respectively. Each copy is in quadruplicate, one for the kitchen or bar (dishes for the kitchen and drinks for the bar), one for the front desk, one for the food and one for future reference.

7. Serving drinks: If the guests have special requirements, pour them in order according to the wishes of the guests. If the guest doesn't ask for it, pour it clockwise in the order of first guest and then master.

8. Serving service (including meal sharing):

1. When serving, serve in a place where the guests are sparse, or choose the position of unimportant guests; The service position must be fixed. If there is a vacancy, it is in the vacancy, not in the guest seat. Pay attention to the speed, quantity and temperature of serving;

2. Be familiar with the dishes you are standing on, and ask your superiors in time if you don't understand; Serve in strict accordance with the order of serving, and the name of the dish must be complete and clear; When serving staple food, lunch and dinner should be different. Ask the host for advice before serving the staple food. Jiaozi, steamed buns, boxes, pies, etc. It's a staple food. Soy sauce, aged vinegar and mashed garlic should be prepared in advance. Sashimi, stews, and staple foods with seasonings are all seasoned or staple foods before serving.

2. When serving soup and stew, ask the host whether it is necessary to divide the dishes after serving;

3. For the dishes that are divided into meals, name the dishes after each serving, show them to the guests, and divide the meals with bone plates according to the number of people. When serving food to everyone, please announce the name of the dish again and ask the guests to enjoy themselves.

4. After all the dishes are served, explain to the host: "Your dishes are served, please enjoy your meal!"

5. Tick "√" on the list after serving, so as to know how many dishes have not been served and follow up in time; If you don't serve food for a long time, you should take the initiative to urge it. If the food is too fast, you should know that it will stop or serve slowly.

9. Meal service (replacement of ashtray, bone plate, towel and wine pouring)

1. Replace 3-4 cigarette butts in the ashtray once; Continue to pour tea in time;

2. Once the guest has eaten food with more bones or skins, clean or replace the pelvis; The pelvis must be replaced when there is 1/3 or too much sauce and soup; Replace it once before serving the fruit bowl; The requirement of bone replacement intervertebral disc is: exit from the upper right and right. Say to the guest first: "Sorry, I'll change the bone plate for you." Then take off the bone plate on the right side of the guest, put on a new bone plate from the right side and say to the guest, "Please enjoy your meal."

3. When the guests drink a toast, they should immediately hold the bottle and prepare to continue pouring wine; If the wine you ordered is finished or will be finished soon, ask the host immediately if you want to add more.

4. When there are VIP guests and a large number of people, there must be at least two waiters in the private room, but avoid "opening the bow left and right" in the service;

5. Walk around the station during the service, don't stand still in one place; "Look at all directions, listen to all directions", pay attention to the actions or gestures of customers, and do a good job of service before customers speak; In service, unless the customer has special requirements, it is clockwise.

A dish with a head and a tail must be served with a left head and a right tail, and a dish without a head and a tail takes the flowers on the plate as the head.

7. When serving, you should first change the bone plate; Divide dishes directly on the stage with bone dishes; The requirements for changing towels are: left and left. Dishes that need to be served by hand must be served with a hand-washing cup and remind guests; If the guest drinks the water in the cup by mistake, the waiter should not remind him immediately and pretend not to see it, so as not to embarrass the guest.

9. When serving or after serving, ask the host if the dishes on the table can be replaced with small plates. They can be changed if the owner agrees.

10. Before serving fruit, clean the table or glass turntable in advance. Toothpicks should not be inserted in the fruit, and toothpicks or fruit forks should be equipped; 10. Account settlement: 1. Guests waiting to check out can sign the bill at the front desk, but pay attention to the reminder; 2. Normal guests check out, take the bill to the front desk to find the host, and don't quote the price loudly in front of everyone. 3. Look for appropriate opportunities to ask the guests about their satisfaction with the food, and feedback the guests' opinions to the service manager in time.

1 1. Pull the chair to see the guests off: When the guests get up to leave, they should immediately go forward to help the host pull the chair, and then go to the stairs or the gate to see the guests off. Thank you for coming. Then check the desktop as quickly as possible to see if there are any items left by the guests.

12. Finishing after meals: First, put the chairs in order and clean the floor; Second, close the table: 1. First pass linen products such as cloth and incense towel; 2. Collect glass products such as wine glasses; 3. finally, collect porcelain products; 4. Transport garbage and dirty tableware to the dishwashing room; 5. Remove the glass turntable from the workbench for cleaning; 6. Take away the dirty tablecloth. Third, determine the table: 1. Spread the tablecloth, and aim the center line at the position of the master and the deputy master; 2. Put the glass turntable in the correct position and check it; 3. Positioning of the pelvis; 4. Place soup bowls and spoons; 5. Put chopsticks rack and chopsticks; 6. Place the ashtray; 7. Place the wine glass; 8. Fold the cloth and put it on the bone plate.

Four, the arrangement and supplement of the workbench (omitted)

In order to further improve the quality of the staff of the guild hall, standardize their work behavior and arouse their enthusiasm, this system is formulated.

I. Reward system

1. When employees celebrate their birthdays, the club will give them gifts.

2. Excellent business ability, no lateness, no early leave and no absenteeism.

3. Work actively, unite colleagues and work hard.

Polite, warm and thoughtful service is often praised by guests.

5, management equipment, equipment without damage, no loss.

6. Proceed from the interests of the guild hall and do our best for the development of the guild hall.

For the above six items, the club will conduct quarterly and annual assessments and commend and reward them according to the assessment results.

Second, the punishment system.

(1) In violation of the following provisions, 20 yuan will be punished every time.

1. Chatting, playing or doing things unrelated to work during working hours.

2. Smoking at will during working hours, leaving work without authorization, being late and leaving early without any reason.

3, waste of public property, depending on the seriousness of the case.

4. Disrupting work order or violating safety and health work rules.

5. Bringing outsiders into the clubhouse without permission.

6. Lie down and sleep during office hours and make phone calls at will.

7. Tell the guests what to do and then evaluate them.

8. Quarrel with guests and bring personal emotions into work.

(2) Punish 50 yuan in violation of the following provisions.

1, disobeying management and distribution.

2. Malicious attacks or false accusations against colleagues, perjury and trouble.

3. Go in and out of the kitchen and dining room at will, and grab food in the kitchen.

4. Stay in the clubhouse after work for no reason.

5. Careless work.

6. Store items, food or drinks in the locker.

7. Eat and watch TV while on duty, and handle personal affairs with the phone of the guild hall.

8. Refuse the inspection of relevant personnel authorized by the club manager.

9. Be rude to the guests and argue with them.

10, absent from work on duty, wandering, doing private affairs.

1 1, absenteeism without leave.

(three) in violation of the following provisions to be dismissed, resulting in economic losses, according to the original price compensation, violation of the criminal law submitted to the judicial department.

1, stealing colleagues or public property.

2. Commit atrocities or major insults to superiors or colleagues.

3. Deliberately destroying the club or other people's property.

4, do not obey the work arrangement, mobilize the command, unreasonably affect the work order.

5, irresponsible work, damage to tools, equipment, waste of raw materials, resulting in greater economic losses.

6, dereliction of duty, illegal operation, illegal command, resulting in accidents or economic losses.

7, shield employees, turn a blind eye to the mistakes made by employees, and refuse to change after repeated instruction.

8, moral corruption, fooling around with men and women, asking for tips or items from guests, quarreling with guests.

9, the use of authority, for personal gain, jobbery, causing serious consequences.

10, absent from work for three consecutive days or twice a month.

1 1, violating the criminal law and causing serious consequences to state property.

The above rewards and punishments shall be implemented by the general manager.