What are the precautions for hotel waiters?

1. The most important principle is that attitude determines everything. Attitudes here include attitudes towards work, guests, learning, problem solving and so on. \x0d\ 2。 The management concept emphasizes friendly, efficient and warm service atmosphere; We ask employees to love this job, keep a happy mood and take work as fun. \x0d\ 3。 When a guest buys a cup of coffee in a hotel, the coffee itself may not be much different. The difference lies in how this cup of coffee is served and whether the guest can experience respect, smile and recognition from the waiter's service. We hope that every cup of coffee provided to our guests will be filled with respect and a smile. \x0d\ 4。 Every employee (including managers) should have eyes. \x0d\ 5。 Every employee (including the manager) should have the ability to foresee the service needs of guests. \x0d\ 6。 Only passion can do everything well. \x0d\ 7。 Pursuit of personalized service: not only to provide high-quality and satisfactory service, but also to surprise guests; Think about what the guests think and what they think. \x0d\ 8。 Pursuit of humanized service: everything is considered from the guest's point of view, rather than letting the guests make do with us. \x0d\ 9。 Pursue zero defect service. \x0d\ 10, the service is no small matter. \x0d\ 1 1, the service is endless. \x0d\ 12, countless small details of the service (the seat cover of the toilet in winter, the distinction between toothbrush and mouthwash cup in the room, etc. ) are sublimated into high-quality services that satisfy guests. \x0d\ 13。 The revelation presented to the guests is the most beautiful, high-grade and high-quality thing. \x0d\ 14, service formula:100-1≤ 0. \ x0d \ 15. Service principle: enthusiasm, thoughtfulness, patience, carefulness, quickness, accuracy, safety and generosity. \x0d\ 16. Hot tea, hot heart, diligent legs, sweet mouth, quick hands and sharp eyes. \x0d\ 17。 When answering the phone, even if the other person can't see you, smile and respect. \x0d\ 18, waiter or chef, think more about why you do it. Is there a better way? In addition, we must be able to bear hardships and bear hardships. \x0d\ 19, everyone should always put themselves in their shoes: if you are a guest, ... and so on, so that you can realize that guests spend money for enjoyment, not for anger. \x0d\ 20。 When the waiters are on duty, they should divide their work: when they should help, they should help each other when they should start work. \x0d\ 2 1。 Don't neglect every potential guest. Don't let every guest in the hotel, even if he only wants a dish or a bowl of noodles. \x0d\ 22. Communicate with guests. Pay attention to speaking skills when communicating with guests, and put an end to stubbornness and rhetoric; Try to figure out what to say on different occasions and at different times. \x0d\ 23。 There is no shortcut to quality service. The key lies in on-site management and continuous training. On-site management is embodied in on-site supervision and walking management; Uninterrupted training mainly means that employees need to constantly learn, improve and update their knowledge, and often conduct simulation drills. Evaluation should also keep up, so that employees will have pressure and motivation. \x0d\ 24。 Anywhere in the hotel, when you see guests, you should greet them with a smile. When a food delivery man meets a guest, he should do: one stop, two phone calls and three greetings! Bartender and cashier should greet the guests who come to the bar with a smile! \x0d\ 25。 When the greeter at the gate is too busy during the rush hour, the waitress who hasn't arrived at the check-in desk will go to the platform at the gate to help the greeter greet the guests. \x0d\ 26, the waiter should grasp the priorities in the process of serving the guests: first, help the guests to pull the chair and give up their seats, and then pour the tea and drinks after the guests are seated; Then remove the extra tableware and chairs (except supplementary tableware and chairs); Attendants are never allowed to leave their posts for more than 3 minutes during the service (including sending bills, taking drinks, paying bills, etc.). )\x0d\ 27。 The waiter at the registration desk should face the guests dining; Don't turn your back on the guests or lean against the doorpost. , always pay attention to the guests' dining situation and provide services to guests anytime and anywhere; Pour drinks/tea frequently, change bone plates and ashtrays frequently, wipe the table frequently, urge dishes in time, light cigarettes for guests in time, etc. Try not to let guests pour their own tea, drinks, soup, cigarettes, etc. If guests don't smoke, they can take the ashtray off the table, which will be more spacious. After pouring the drink, take away the teacup. \x0d\ 28。 Lobby attendants should often patrol Taiwan to provide services to guests in a timely manner; Put an end to standing in a daze and not serving guests; Guests are not allowed to sit down for more than 30 seconds, and do not drink tea for no reason. The guests call the waiter. \x0d\ 29。 The room attendant should enter the room during the meal (unless the guest specifically requests otherwise). \x0d\30。 Dishes and waiters should use trays when changing bone plates and ashtrays for guests. \x0d\ 3 1。 When ordering food for guests, the orderer should introduce the different characteristics of different cooking methods of each seafood to the guests for comparison and reference. \x0d\ 32。 The service speed is slow. When the guests wait for a long time before serving, the waiter will say to the guests, "Sorry to keep you waiting, sir (miss), please enjoy your meal." \x0d\ 33. When serving food for guests, the name of the dish should be announced; The voice is moderate and sweet; Can't be weak. \x0d\ 34。 When pouring tea or drinks for guests, say "Please enjoy your meal". \x0d\ 35。 Waiters should pay attention to the speaking speed when talking to or introducing guests: not too fast! Avoid dull, cold and smiling facial expressions; The evidence is blunt and boring. \x0d\ 36。 When the guests check out, they should be sent to the gate and handed over to the usher. Be good at communicating with guests when seeing them off: ask guests for their opinions on service, dishes, environment and personality while walking. \x0d\ 37。 Full-time staff will be set up in the lobby to ensure that the staff on duty are not short of posts and avoid vacuum. When the waiter leaves the guest to get wine or check out at the bar or do other things, be sure to let the waiter next to him take care of it and provide service. \x0d\ 38, important guests or rooms with a large number of people should be served by 2-3 waiters (preferably brought by the foreman or above), 1-2 people pour wine, 1 person serve or deliver food. \x0d\ 39。 Waiters should not argue with poor quality guests. If it is really unbearable, he can ask the supervisor to change his post. \x0d\ 40。 If you see bad phenomena, you should correct them in time (such as crooked countertops, broken tableware, garbage on the ground, etc.) ).\x0d\ 4 1。 Waiters should pay attention to the use of body language (eyes, gestures, etc.). ) between guests and colleagues in the service process. \x0d\ 42。 Before eating, check every detail: whether the dining table is laid properly, whether the tableware is damaged, whether the chair is dirty, etc. \x0d\ 43。 Tips for ushers to show guests to their seats: It seems that there are many people in the hall, and each waiter has a table, which will not cause the phenomenon that one waiter is busy and other waiters are idle. \x0d\ 44。 Attendant listing service: post the photo information of the waiter on duty in a conspicuous place in the lobby for guests' supervision; New employees must be assigned a tutor to help them surf the Internet. \x0d\ 45。 Put pressure on employees in a timely manner, combine the salary and performance of waiters, reward the excellent and punish the poor, and get more for more work. \x0d\ 46。 Waiters should remember the guests' hobbies and habits. \x0d\ 47。 Have a meeting once a week to find out the gaps and summarize the work (everyone talks about their own shortcomings and what they have learned this week) \x0d\ 48. Managers should be good at finding and solving problems. \x0d\ 49, managers should also pay attention to the tone and attitude when talking to employees; Avoid blunt scolding and scold less. \x0d\ 50。 Managers should create a good working environment and a good mood to provide quality services for employees, so that employees can serve their guests enthusiastically. \x0d\ 5 1。 Employees' spare time life is an active auxiliary means to eliminate the boredom and boredom of employees' work: it is not only conducive to gathering people's hearts, but also conducive to improving service quality. \x0d\ 52. Always talk with employees, keep abreast of their thoughts and grasp what employees are thinking every day. \x0d\ 53。 Cashiers should pay attention to language norms when guests are present or close to them. \x0d\ 54。 The supervisor shall supervise, track and guide the on-site service of waiters in this area. \x0d\ 55。 The supervisor must check before meals, including the sound facilities, whether the microphone is noisy, whether the lights are dim, whether the telephone is available, etc. , found that the problem in a timely manner. \x0d\ 56。 Every month 1-2 service star (sales expert, innovative food champion, grievance award, etc. ) was selected to state their views and set an example for other employees. \x0d\ 57。 Pay attention to the cultivation of affinity: every employee should be a friendly ambassador with great affinity. \x0d\ 58。 At some time every week, the supervisor and the orderer will go to the surrounding units to publicize the cards, visit old customers and develop new customers. \x0d\ 59。 Managers should often visit customers. \x0d\ 60。 When the turnover exceeds the standard, give employees appropriate rewards. \x0d\ 6 1。 The manager has to fill out the work report before leaving work every day. \x0d\ II。 Mental outlook and GFD. Always smiling at work, energetic, polite, enthusiastic, proactive and amiable; Concentrate, don't be absent-minded, and be ready to serve the guests. \x0d\ 63。 Female employees' hair: eyes are not covered in front, shoulders are not covered in the back, and long hair is curly, while male employees' hair: ears are not covered in the side, collar is not covered in the back, and no mane angle is left. \x0d\ 64。 Before going to work, female employees should wear light makeup, do not wear brooches (except wedding rings), and male employees do not leave beards. \x0d\65。 Wear tooling to work, keep the tooling clean, free of stains, complete buttons and no threads. Wear the work number \x0d\ brand correctly. \x0d\ 66。 Don't have long nails, don't wear nail polish, don't blow-perm weird hair styles, and don't dye your hair. Don't wear slippers and sneakers to work. Wear the specified shoes and socks, female employees wear flesh-colored socks, and male employees wear dark socks. Women's stockings have no holes and jump. Shoes should be clean. \x0d\ III。 Code of conduct and employee discipline. Standing posture \x0d\ Standing service is the basic requirement of hotel quality service. Standing posture should be elegant and decent, reflecting the quality, cultivation and demeanor of the staff. \x0d\ Stand with your chest out and your stomach in, and your eyes are natural. Look straight ahead or pay attention to serving the guests. Don't stare at a fixed position and look dull. Keep your shoulders relaxed horizontally, keep your body center of gravity down, don't turn left or right, and keep your mouth slightly closed. The two naturally droop or cross forward *. Keep your body upright and stable, smile, keep your head straight and your chin slightly low. \x0d\ 68。 Walking posture \x0d\, on the basis of correct standing posture, feet naturally move back and forth, and arms naturally swing back and forth. At the same time, follow the "positive method" and go straight. Lu Yu guests, smiling, take the initiative to say hello, sideways comity. \x0d\ 69。 Gestures \x0d\ serve guests. Gestures are used correctly, normally, elegantly and naturally. Show the way to the guest, keep your arms straight, fingers together naturally, palms up, and indicate the target with the elbow joint as the axis, giving consideration to both the guest and the target. Smile and cooperate with language use. \x0d\ 70。 Sitting posture \x0d\ Maintain a correct sitting posture with the center of gravity vertically downward. Sit down smoothly and naturally. Don't lean forward and lean back, twist your body, and don't shake your legs. \x0d\ 7 1。 Employees must strictly observe working hours, and must not be late, leave early, absent from work or change shifts or ask for leave without authorization. Don't leave your post without taking over in person. \x0d\ 72。 Obey the work arrangement of the leader, complete the task on time according to the norms and standards, and do not delay, refuse or terminate the work without reason. \x0d\ 73。 Love the hotel, feel at home, work hard and do your duty. \x0d\ 74。 Unite and cooperate, help each other, be open-minded and eager to learn, be realistic and enterprising; Allow others to make mistakes. \x0d\ 75。 The work must be accurate, precise, complete and efficient, and avoid procrastination, fatigue and carelessness. \x0d\ 76. Don't thread posts, take off posts, slip posts and chat with each other. Always on the alert, impartial *. \x0d\ 77。 During working hours, you are not allowed to receive relatives and friends, do things unrelated to your work, read books and periodicals unrelated to your work, handle personal affairs, make personal phone calls, and take advantage of your convenience at work for personal gain. \x0d\ 78。 Take a bath frequently, change clothes frequently, get a haircut frequently, brush your teeth frequently, and cut your nails frequently, so as to maintain personal cleanliness and hygiene. Don't use strong perfume or hair oil. \x0d\ 79。 Don't drink, smoke or eat food with bad smell at work, keep your mouth clean and prevent bad breath. \x0d\ 80。 Employees take the employee passage when going to and from work. \x0d\ 8 1。 Three people are not allowed to walk in parallel, put their hands in their trouser pockets, or hold hands or cross their shoulders. \x0d\ 82. At work, you can only walk in small steps, not in big steps, and you can't run all the way. \x0d\ 83。 When employees greet distant guests, acquaintances or colleagues in the workplace, they can only use their eyes to signal, nod or make simple gestures, and are not allowed to make loud phone calls. If colleagues ask each other something, they can only say it when they are near. \x0d\ 84。 Employees must use folders when delivering documents, documents, letters or other materials, and nothing is allowed to be pinched under their arms. \x0d\ 85。 Keep the working environment clean and hygienic, take good care of all the facilities, equipment and public property of the hotel, and do not eat or drink food or drink in the hotel without permission. Advocate thrift and oppose extravagance and waste. \x0d\ 86。 No guests during office hours, no personal calls (except for emergencies, you must report to the head of the department). When entering or leaving the hotel, you should take the initiative to accept the security check. \x0d\ 87。 When collecting the items left by the guests, they must be handed over to the department head in time, and the collection process should be truthfully registered for proper handling. \x0d\ 88。 The waiter in this area has made more than three mistakes in one day, and the regional manager (foreman or minister) should record the mistake once. \x0d\ IV。 Etiquette and courtesy \x0d\ 89. Courtesy \x0d\ Hotel employees should have good manners. Master the knowledge of customs and etiquette in different regions. In the process of reception service, we can distinguish different times, occasions, scenarios, reception objects and guest customs, and correctly use greeting etiquette, address etiquette, answer etiquette, welcome etiquette and operation etiquette. \x0d\ 90。 Hospitality etiquette \x0d\ (1) Hospitality means being warm, smiling and greeting. Go in and out, treat guests up and down. (2) Address guests appropriately, talk and behave appropriately, with a calm tone, kindness, generosity and naturalness. (3) Answer the questions of the guests, be enthusiastic, patient, careful, clear and never tire of asking questions, avoid saying "no", "no" and "I don't know", and do everything possible to meet the needs of the guests and make them serve well. (4) Polite, neither supercilious nor supercilious, natural and graceful. (5) Never quarrel with the guests. \x0d\ 9 1, service etiquette \x0d\ Daily service respects the customs and religious beliefs of the guests, and does not laugh at their clothes, looks, different habits and actions and languages of different religious beliefs. Knock before entering the guest room. Don't rummage or tamper with the guest's belongings. Guests offer their seats voluntarily when dining, and pull chairs to offer their seats. Articles for guests should be presented with both hands. \x0d\ 92。 Punctuality and trustworthiness \x0d\ Participate in the center activities, invite guests or provide certain services according to the time proposed by the guests, and arrive at the center 1-2 minutes in advance, without procrastination, and there is no necessity. \x0d\ 93。 Old, weak, women and children \x0d\ Be polite and respectful to the old, weak, women and children and patients with mobility difficulties, and be patient and considerate in service. In the reception service, guests with children should be given special care. Don't hug or touch the child's head without the guest's permission, so as not to cause dissatisfaction. Don't laugh at the guest's appearance or behavior. If the guest is inconvenient, take the initiative to help. \x0d\ 94。 Taboos for hospitality \x0d\ Taboos for asking about private affairs and whereabouts of guests. \x0d\ 95, language specification \x0d\ (1) Say the first sentence. (2) The language used is accurate. (3) Pay attention to the grammatical structure. (4) Pay attention to intonation and tone. (5) Pay attention to facial expressions: accurate use of facial expressions will leave a cordial, pleasant and comfortable impression. Use respectful eyes for the elderly, loving eyes for children, and cordial and sincere eyes for most guests. Usually, you should be emotionally stable, your eyes should be straight, and your facial expressions should change according to the audience and the content of your speech. \x0d\ 96。 Do "three light things", "five before five after", "five not active" and "five silent" \x0d\ 5. Guest complaints \x0d\ 97. Listen carefully to the guests' complaints and don't argue with them under any circumstances. \x0d\ 98。 The general manager authorizes the department manager to be responsible for handling guest complaints. In principle, the parties shall voluntarily withdraw and shall not handle the dispute by themselves. \x0d\ 99, concentrate on listening to the guests' complaints. Any complaint should be recorded in writing and answered as much as possible. Each department shall report the handling opinions to the Business Training Department within two days. \x0d\ 100。 General steps for handling complaints: \x0d\ (1) Listen carefully and stay calm; (2) Sympathize, understand, comfort and apologize to the guests; (3) Pay enough attention to the guests; (4) Pay attention to the process inquiry and record the main points; (5) put forward specific measures to solve the problem; (6) Put forward the time needed to solve the problem; (7) Tracking and supervising the implementation of remedial measures.