Etiquette specification of hotel catering service

Etiquette specification of hotel catering service

First of all, greetings are polite.

Greeting etiquette generally means that catering service personnel should take the initiative to use standardized greetings when meeting guests. Such as: "Hello! Welcome! " This is a difficult journey. what can I do for you? "Please take care" and so on. When using greetings, pay attention to the time, place and object.

1, can take the initiative to say hello according to different times, such as "Hello!" Good morning, good afternoon, good evening and so on.

When you say goodbye to the guests after dinner, take the initiative to say "good night", "goodbye", "see you tomorrow" and "I hope you will come again!"

When the festival comes.

When you come, you should express your holiday congratulations to the guests, such as "Happy Spring Festival", "Happy New Year" and "Merry Christmas to you!"

4. When guests celebrate their birthdays or hold wedding celebrations, they should express their congratulations, such as "Happy Birthday to you" and "Happy wedding, grow old together".

You should show concern when you see that the guest is ill. You can say, "Please take care and get well soon."

In catering service, you may sometimes meet guests who behave abnormally and dress strangely. The waiter can't point at them or be sarcastic, and you are not allowed to look at them coldly or ignore them.

Second, address etiquette.

Politeness means that catering waiters address their guests with proper titles at work, such as "Comrade", "Manager", "Minister", "Madam", "Sir" and "Miss".

1, male guests can be called "sir", and it is better to call them "sir" when you know the guest's name.

Young female guests can be called "Miss".

3. Married female guests can be called "madam".

4. For female guests who don't know whether they are married or unmarried, they can be called "Miss".

5. A guest with a degree or title can be called "Dr. Xing" or "Professor".

6. Guests with ranks can be called "sir", such as "Mr. Captain".

7. For officials above ministerial level, especially foreign guests, you can add the word "Your Excellency" after the title to show your respect. Such as "Your Excellency Mr. Minister" or "Your Excellency Mr. Ambassador".

For domestic guests, under normal circumstances, you can call them "comrades", such as "".

Third, handshake etiquette.

In the catering service, as a waiter, it is inappropriate to take the initiative to shake hands with guests. But in many cases, when guests shake hands with the service staff, the service staff should not shy away. It is impolite to avoid at this time.

When shaking hands, the waiter should step forward, keep a step away from the guests, lean forward slightly, stand at attention with two feet, hold out his right hand, put his four fingers together, open his thumb to shake hands with the other party, shake it up and down gently for two or three times, and release it after the ceremony. When shaking hands, it should be noted that shaking hands with men can be appropriately heavier to show deep friendship, but it should not be too heavy to avoid hand pain; Shake hands with women gently, but not too lightly. When men shake hands, they will take off their hats and gloves, but women don't have to If it is inconvenient to shake hands due to illness, you can declare to the other party and say "Please forgive me". In the case of multi-person handshake, it should be done in order. When shaking hands with guests, you should not hold others' hands, nor should you put your hands above or below others' outstretched arms.

Fourth, conversation etiquette.

Conversation etiquette is the etiquette that should be possessed when talking with guests. Generally speaking, when talking with guests, you must stand, be gentle, be patient, pay attention and keep your eyes on each other. Common expressions include "OK", "OK", "Got it", "Sorry to trouble you", "You're welcome", "Please don't mind", "No, it's no trouble at all", "Sorry" and "Thank you".

Verb (abbreviation for verb) is out of courtesy to see you off.

When guests arrive at the hotel, they should greet them with a smile, open the car door, take their luggage and accompany them to the service desk or elevator in the order of "first guests, then attendants, first female guests, then male guests". Take the initiative to help the elderly, the sick and the disabled. The floor service personnel should stand at the entrance of the stairs, and I will pick them up. When leading a guest into a room, you should walk on the guest's left and keep a distance of 2~3 steps. Hold out your hand when you open the door and let the guests in first.

When guests leave the hotel, they should take the initiative to see them off, help them with their luggage and put them on the bus, and say "goodbye", "Welcome to come again next time" and "Have a nice trip".

For important meetings and friendly groups, it is necessary to organize personnel to see them off, create a friendly and warm atmosphere, and enhance feelings with guests.

Service that guests hate.

1. Restaurants don't open on time or close early.

The telephone rang three times, but no one answered.

The tables and chairs used by the guests are not clean.

4. Drinks and drinks are expired or there are drinks without steam.

The food was served before the drinks came.

6. Hot food is not hot, and cold food is not cold.

7. The tableware is broken, the silverware is dirty, and the water cup is dirty.

8. Ask the guest whose dish this is.

9. Guests who have the same meal will get different services.

10. The dirty bone dish in front of the guest was not replaced in time.