Basic etiquette of waiters

If you don't learn etiquette, you won't understand etiquette; If you don't know manners, you will be rude. If you don't keep the ceremony, you will be considered unreasonable. Politeness travels all over the world, but rudeness cannot be removed. Service personnel must learn, understand, keep, be reasonable and be polite at all times.

Third, the principle of service etiquette

(1) triple A rule. When paying tribute to guests, service personnel must be good at grasping three key links, namely, accepting each other, attaching importance to each other and praising each other, that is, the "three A rules".

1, accepting guests, mainly reflected in the warm welcome of the service staff to the guests, all comers are welcome. Not only can we not ignore the guests, neglect them, exclude them, criticize them and embarrass them, but we should also approach each other actively and enthusiastically, dilute their defensive conflicts or opposing emotions, and show goodwill to the guests appropriately. Service quality is mainly composed of service attitude and service skills. In general, guests pay more attention to service attitude than service skills. Accepting guests is, in the final analysis, a question of whether the service attitude is correct. If you really regard the guests as your "parents", you naturally have to accept each other. When talking with guests, service personnel are not allowed to argue, talk back or argue directly with each other. Even if your opinion is completely contrary to the guest's, try to express it in a euphemistic tone.

2, pay attention to the guests, first of all, should be someone in your eyes, within easy reach, responsive, ask and answer, think what the guests think, worry about the guests, and seriously meet each other's requirements. Specific ways to attach importance to guests: remember the names of guests; Make good use of guests' honorifics; Listen to the requirements of the guests.

3. Praise the guests. Psychologically speaking, all normal people want to be recognized and appreciated by others, and the more the better. In the process of service, service personnel should be good at discovering the strengths of the guests and express appreciation, affirmation, praise and admiration to the guests in a timely and appropriate manner. The biggest advantage of this practice is that it can win the cooperation of the guests and make the two sides get along well in the whole service process. The principle of praising guests: enough is enough; Seeking truth from facts; Just right.

(2) the first round effect. Also known as the first cause effect. The core point is that people's immediate impressions of people, things and things that they come into contact with for the first time in daily life usually play an obvious or even decisive role in their cognition of that person, thing and thing. Specifically, the first-round effect is a whole composed of first impression, psychological set and restrictive factors.

1, a crucial first impression. The first viewpoint or principle of the first round effect is that people's first impression is very important, and the first impression often even determines everything. The enlightenment of this first-round effect view to the service industry is: at the beginning of the company's establishment, if the public wants to have a good image and have a good impression, they must "debut" themselves; All service personnel should try their best to leave a good first impression when facing customers.

2. The formation of psychological set. In interpersonal communication, people's impressions are often dominated by their own subjective feelings, that is, certain psychological stereotypes, and in fact, they are mostly acting on their own feelings. People's first impressions are basically accurate and reliable. After the first impression forms a psychological stereotype, it is not only troublesome to change it, but also self-defeating and counterproductive.

3. Constraints. The restrictive factors that affect the first impression of guests on service personnel are: their own factors: appearance, manners, clothing, language; Objective environment: perception, atmosphere, communication and people.

(3) Affinity effect. The so-called affinity effect means that people often feel closer to each other because they have some similarities or similarities in communication and entertainment. The formation of affinity requires: treat others as yourself, from the heart, and ask for nothing in return.

(4) The last round effect. It mainly refers to the last impression left by the service personnel and the company to the guests in the service process, which is often an important part of their overall impression, and sometimes directly determines whether the overall image is perfect or not. The core idea of the last round effect is to ask people to be consistent in shaping the overall image.

(5) Zero interference.

1, creating a non-interference environment. The core of zero interference theory is to make guests suffer as little interference as possible in the service process. Measures to create a non-interference environment: pay attention to environmental hygiene; Pay attention to display and decoration; Pay attention to noise control; Pay attention to the temperature and humidity in the store; Pay attention to the color of light.

2. Keep a moderate distance. The interpersonal distance is too large, which makes people feel alienated. If the interpersonal distance is too small, people will feel depressed, uncomfortable or offended. Several conventional interpersonal distances: service distance: generally 0.5-1.5m; Spreading distance:1-3m is appropriate; Guiding distance: the service personnel travel about1.5m ahead of the guest's left side; Standby distance: normally it should be 3 meters away. Taboo distance, less than 0.5 meters, is more common in people with extremely close relationships.

3. There is a degree of enthusiasm. In daily work, the service of service personnel is not enthusiastic enough, which is also harmful. Excessive enthusiasm is actually a concrete manifestation of "enthusiasm offside" in interpersonal communication, which is not only against humanity, but also causes certain psychological pressure. Therefore, the service personnel should grasp the "degree" of warm service on the basis of understanding the guest's mentality, so that the guest will not be disturbed by excessive politeness.

Four, service personnel appearance etiquette

(1) facial modification. In interpersonal communication, the place where everyone's appearance is most noticed by others is usually the appearance. When serving food, service personnel should first pay attention to the modification of facial features.

1, basic requirements: pay attention to facial hygiene; The natural modification of the face.

2. Local modification:

1) Eyebrow decoration: the beauty of eyebrow shape, the combing of eyebrows and the cleaning of eyebrows;

2) eye decoration: eye cleaning, eye disease prevention and treatment, wearing glasses;

3) Ear modification: ear descaling and ear hair trimming;

4) nose modification: remove snot, clean up "blackheads" and trim nose hair;

5) oral decoration: brush your teeth to achieve "three three"; Tooth washing, adults should be once every six months; Fasting mainly includes onions, garlic, spirits and cigarettes. Lip protection; Shave. If you don't learn etiquette, you won't understand etiquette; If you don't know manners, you will be rude. If you don't keep the ceremony, you will be considered unreasonable. Politeness travels all over the world, but rudeness cannot be removed. Service personnel must learn, understand, keep, be reasonable and be polite at all times.