The service attitude of western food waiters

Service procedures and specifications for serving and dividing dishes

1, the serving position is on the right side of the escort (or vice-host), so as not to disturb the guests, but it is strictly forbidden to serve from the host and guest.

2, serving should be carried out in order, cold dishes → soup → hot dishes → soup → pasta → fruit (first cold and then hot, first high-grade and then ordinary, first salty and then sweet).

(1) The banquet should be served with cold dishes 8 minutes before the meal. The requirements for serving cold dishes are: matching meat and vegetables, equal spacing between plates and clever color matching; All the decorative flowers of cold dishes rush to the edge of the turntable vertically, and after sitting for 10 minutes, hot dishes are served, and the serving speed is controlled;

(2) At 0: 00, guests should serve cold dishes as soon as possible, and hot dishes should be served in 10 minutes, usually within 30 minutes.

3, serving operation requirements:

(1) Use your right hand when serving food, and remind guests with "I'm sorry". Put the dishes on the turntable (gently place them), turn the turntable clockwise, turn the served dishes to the guest of honor, step back and announce the name of the dishes: "kung pao chicken, please taste", and hold out your hand to signal that the voice should be loud and euphemistic, announce the name of the dishes when serving, and make appropriate introductions as appropriate;

(2) When serving, we should seize the opportunity. When guests are talking or toasting each other, we should stop for a while and wait for the guests to finish so as not to disturb the dining atmosphere of the guests. Don't cross the guest's head when serving or withdrawing food;

(3) In the process of serving, if there is a new dish to be served and there is no room on the turntable, it is necessary to check the countertop: if there are few dishes left, you can ask the guest's opinion: "Sir (Miss), can you change this dish to a small one?" ; Ask the guest for advice on similar dishes: "Can I combine this dish for you?" ; The rest of the dishes can be asked whether the guests can withdraw, and the guests say thank you after agreeing; The dish is already cold, so ask the guest's opinion: "Can you heat this dish for you?" ;

(4) When serving special dishes, polite expressions should be used: "Ladies and gentlemen, this is a special dish, please taste it and give more valuable comments." Special dishes should be introduced here as appropriate;

(5) After the dishes are served, use polite expressions, "Your dishes are served";

(6) Pay attention to check the table number and product name when serving, so as to avoid the wrong dish; Don't push, pull, stack or press plates when serving. Take away empty plates at any time and keep the dining table clean and beautiful.

4. Precautions for serving:

(1) Add seasoning before serving; Every time you serve a new dish, you should turn to the guest of honor to show your respect.

(2) When serving whole chicken, whole duck and whole fish, we should pay attention to "chicken doesn't offer its head, duck doesn't offer its palm, and fish doesn't offer its spine", and we should take the initiative to cut off the bones of the guests with a knife.

(3) Before serving, pay attention to the color and freshness of the dishes, pay attention to the presence of peculiar smell, and check whether the dishes have dirt, flying insects and other impurities; When checking the hygiene of dishes, it is forbidden to turn them by hand or blow them off with your mouth. When it is necessary to turn them, use sterile instruments. Return the dishes that do not meet the quality requirements to the kitchen in time.

5. Dish service. Some dishes need to be distributed (or the whole table needs to be served separately) during banquets and a la carte service. The service requirements are as follows:

(1) Before serving the dishes, serve the dishes, announce the names of the dishes, and use the polite expression "Please wait a moment, I'll serve the dishes" before serving;

(2) When serving dishes with spork, hold the dish plate in your left hand (the mouthcloth is placed under the dish plate) and the spork for serving dishes in your right hand. Start from the left side of the guest of honor and proceed clockwise around the table, with your left leg in front and your upper body slightly leaning forward. When dividing vegetables, be accurate. Two guests are not allowed to share a spoonful of vegetables or soup, and the amount should be even. You can put the remaining 2/ 10 dishes on a small plate and put them on the table to show the surplus.

(3) When dividing soup and some dishes that are difficult to distribute, you can use the method of dividing dishes at the next table. Set the corresponding tableware on the workbench and distribute the dishes or soup evenly with the dish-dividing utensils (forks and spoons); After serving dishes, serve dishes clockwise from the right side of the host and guest, and use polite language: "Please use it". Pay attention to changing the remaining dishes into small plates before serving.

(4) When using the turntable to divide the dishes: put the dishes equal to the number of guests on the turntable in order in advance, and put the dish-dividing equipment in the corresponding position; Use spoons, chopsticks or forks and spoons to divide vegetables. After all the dishes are eaten, put the dish-dividing utensils on an empty plate. Leave quickly, start from the guest's right and move clockwise along the table. After removing the last dish, take the dish from the turntable for the guests; Finally, take out the empty plate and the dish-dividing vessel together;

(5) When serving, the waiter should pay attention to hygiene, move neatly, share evenly, and keep up with the seasoning; On the premise of ensuring the quality of catering, the waiter completes the catering work as quickly as possible; Forks and spoons should be clean and tidy, and the food must not be cold when the last serving is divided; For dishes with seasoning, keep up with the seasoning when dividing the dishes, and explain it a little.

6, the distribution of several dishes to do:

(1) Bones of fish should be removed first. After the fish juice is soaked, it should be cut into pieces with a knife and distributed in the order of subject and object.

(2) Elbow: press the elbow with chopsticks, then cut the elbow into several pieces with a knife and distribute them in the order of subject and object;

(3) Pick up the beets one by one with chopsticks, then soak them in cold boiled water and put them in the guest's plate and bowl. To divide quickly is to put it on, pull it out, soak it and eat it.

8. Standards and specifications of ordering personnel

1. After the orderer goes to work, clean up the sanitary area and check whether the internal and external telephone lines and other facilities are normal.

2. When accepting the reservation, the orderer should receive it warmly, listen carefully, take notes carefully and say goodbye politely.

(1) When ordering food by telephone, you should answer it within three times and take the initiative to say hello. After reporting the name of the hotel, you should ask the guest's name, unit, room number, contact number, number, time and requirements, repeat the standards set by the guest, and thank the guest for keeping records. Such as: "Hello! Shuanghong Hotel Catering Department. " "May I know your name?" /"What's your name?" /"Your company (unit)", "How many people are there?" /"Excuse me, did you order a business meal or a family meal? So that we can serve you better "/"Mr. X, do you have any other requirements for food? " /"Mr. X, what is the standard of your order? We have … "/"Mr. X, do you have any special requirements for your order? " "Mr. X, the restaurant you reserved is …"/"Mr. X, the table you reserved is …"/"Thank you very much for your reservation at the Double Red Hotel. What is your contact information? " /"thank you! Goodbye (be sure to wait for the other party to hang up before putting down the phone). "

(2) When guests come to order food, the orderer should warmly and politely receive every guest who comes to order food, and pay attention to his image, speech and polite language; When you see a guest coming, you should say hello politely. Ask the guest's name, company name, room number, reservation number, meal time, telephone number, reserved dishes, standards and special requirements after self-reporting, and understand the payment method of the guest. When guests say the banquet requirements, they should listen carefully and make necessary records. Don't interrupt the guest at will. At the same time, you should take the initiative to introduce the restaurant facilities and banquet menu of the hotel, do a good job in sales promotion, answer all the questions of the guests, and show the guests around the banquet venue. For example, "Mr. X, we have .../specialties ..."; The reservation clerk should discuss all the details of the banquet with the guests in detail, and carefully add the guests' requirements to the reservation form. After filling out the menu, repeat it to the guests, and please book the guest's signature and send it to the kitchen in time; When the host wants to leave, he should politely thank and say goodbye to the guests, and wish the cooperation smooth and pleasant.