How to standardize and control the polite behavior of service personnel

Methods Standardize and control the polite behavior of service personnel;

1 Instrument: Uniforms should be neat and clean, wearing work number plates and black leather shoes or cloth shoes.

2 Appearance: Hair should be neat and clean, shawls should not be scattered, long hair should be rolled up, and women should wear light makeup.

Men have no beard, long nails, nail polish, necklaces and earrings.

Behavior: tuck in the abdomen and hold out the chest, stand up straight, look straight, the arms are naturally not heavy, men put their hands behind their backs, women put their hands in front of their stomachs, don't cross their hands at their waists, don't hold them on their chests or lean against the dining table, counter or wall, and walk in a certain posture.

Be generous and decent, stand upright, have a moderate voice and walk softly.

Language: accurate and appropriate, complete sentences are required. When talking with guests, pay attention to the occasion, the language should be concise and clear, pay attention to manners and expressions, speak clearly, give guests a sense of intimacy, use polite language correctly, and always talk about service language.

Five Precautionary Measures for Restaurant Staff

When meeting the guests, let them go first and don't interfere with them.

B don't whisper to colleagues, don't whisper to each other in front of guests.

C don't bend over the dining table to write bills, and don't put the tray on the guest's table.

E don't put your hands in your pockets, pick your teeth, scratch your head, pick your nose, stretch, yawn, eat, etc. When there are guests.

Don't talk about personal affairs on the phone during office hours.

Restaurant waiter's tools

Refers to the image of the waiter in restaurant service. In other words, it is the posture and appearance of the waiter in the service activities. The first impression of a guest when contacting a waiter is the appearance, that is, the overall appearance, which is the main symbol of politeness.

One. In recent years, due to the corresponding improvement of service standards and service levels in restaurants, higher requirements have been put forward for the appearance of waiters. Therefore, it is more important to pay attention to appearance, which is not only the reception specifications and service level of restaurants.

Image embodiment is not only a significant sign of respecting customers, but also a good way to entertain customers and increase the economic benefits of enterprises.

Attendant's appearance is mainly reflected in manners, temperament, appearance, posture, clothing and so on:

First, the cultivation of the waiter's demeanor and temperament.

1. Temperament is the exposure of a person's mind, personality, cultivation and sentiment, which is attached to the body and the expression of spirit. Temperament is often only understandable, untouchable, understandable and difficult to describe, and likes exquisiteness, aura, foreign flavor, rustic and plain.

This is anger and stupidity. At the same time, temperament is also a kind of style, which regulates people's behavior, restricts people's behavior, restricts people's feelings, and paints people's personality with brilliance, thus making people's personality feel beautiful and releasing beautiful differences.

Color. The waiter's temperament should be simple and natural, witty and beautiful, which is cultivated by environment, cultivation, experience, knowledge and other factors, cast by the spirit of the times and a beautiful mind, and cultivated by a strong figure and light steps.

Pose, deft movements, youthful vigor, bright eyes and cheerful mood show "handsome demeanor", "full of pride" and "vivid charm". In this regard, waiters should avoid sour gas, rancid gas, tacky gas, gloomy gas and copper gas.

Smell and charm, cultivate integrity, purity, gentleness and gentleness, and have unique professional charm.

2. Manner refers to a manifestation that people's manners and clothes meet aesthetic standards under the influence of spiritual factors. It is a natural expression of thought, character and temperament, and it is also directly related to occupation, gender, age, cultural quality, nationality and personality.

Contact. Although a person's demeanor does not depend entirely on appearance, clothing and dressing, it can be perfected through clever decoration and artistic creation, so as to achieve the unity of natural beauty.

3. Manners are natural, and manners can reflect professional characteristics. The waiter's behavior should be natural, steady and generous, the words should be concise and personal, the clothes should be neat and fit, and the gestures should be polite and measured.

When dealing with people, you should be dignified, steady and reserved, especially when you meet uncivilized and impolite customers, you should be able to restrain your feelings, handle problems calmly and politely, and solve disputes. Waiters should not be listless in the office.

Don't show impatience or get angry at any time. Serve with a smile, treat guests with a pleasant countenance, and make people feel warm and amiable. Those who are wild, rude, bow and scrape, obscene, coquettish and flustered.

Disorder, slowness and other habits should be corrected.

Second, the appearance requirements of the waiter

1. Restaurant waiters should be energetic, enthusiastic, gentle, polite, steady and dignified, supercilious, smiling and amiable. Service etiquette, gfd's requirements for restaurant waiters, gfd's requirements for restaurant waiters.

The waiter's gentle expression can convey his enthusiasm, respect, tolerance and understanding to the guests, and bring kindness and warmth to the guests. The waiter's face should be clean, and the hairstyle should be generous. Women's hair should not be combed too high, and they should not have weird hairstyles.

Type and shawl hair. If you need makeup, brush your eyebrows lightly and apply lipstick lightly. It should be slightly decorated on the basis of natural appearance, and should not be painted brightly to make guests feel energetic. Elegance is the principle that light makeup must adhere to. Nails should be neat.

Trim, don't grow nails, don't dye nails. The waiter's hair should not be too long, and at the same time, there should be no beard and no long sideburns.

Third, the waiter attitude requirements

1. Attendant postures mainly include standing posture, walking posture, squatting posture, hand posture, body posture, etc. In the service work, the waiter's posture should be standardized. It is not only the embodiment of personality, but also the embodiment of a person's cultivation temperament.

The measure of civility and politeness contains aesthetic function. The waiter's posture should be loose, like a boat, with steady feet and light hands. Men should have masculine beauty, be strong, steady, neat and powerful; Women should have feminine beauty and curves.

Gentle and graceful posture, showing a dignified, demure, beautiful and elegant beauty of light rhythm.

2. In terms of standing posture, the body's center of gravity stands between the feet, the chest is raised and the abdomen is closed, the waist is straight and the shoulders are flat, the eyes are straight, the face is smiling, and the arms naturally droop or cross the chest and back. The two heels are close together, and the included angle is 45 degrees.

60, or your feet can stand side by side, with one punch apart and your toes slightly outward. Don't put your hands on your hips, chest or pockets, and don't beat your toes to the music; Don't stagger and rely on objects.

3. In terms of gait, it is required that the steps are light and steady, the upper body is upright, the center of gravity of the body falls on the front side of the sole of the foot, the head is slightly raised, the eyes are straight, and the face is smiling. The toes should be in front, and the trajectory of the feet is a line or two adjacent parallel lines.

The rhythm is moderate, with one minute as the unit. Waiters should go 1 10, and waitresses should go 120. The appropriate pace reflects the positive working attitude of the waiter, which is what the guests are happy to see. Generally speaking, for restaurant waiters, the stride is not required to be too big, because if the stride is too big, the angle of human body leaning forward will inevitably increase, and waiters often hold things with their hands, which is more prone to accidents. In addition, the long stride, coupled with the fast pace, makes people feel "in a hurry". So the waiter's stride is about 40 cm, and the waitress's stride is about 35 cm. In hotels, waiters usually walk on the right. When walking with guests, guests should be allowed to go first (except the usher and receptionist). When the passage is narrow and there are guests coming from the opposite side, the service personnel should take the initiative to stop and lean against the side to let the guests pass first, but never turn their backs on the guests. Walking posture is related to mood. Psychologists believe that hanging one's head, shaking one's shoulders or hunching one's back will show one's listlessness and negative inferiority. Therefore, cultivate your confidence and fun in your career and life, so that you will be full of energy and vitality when you walk.

4. Sitting posture, as a restaurant staff, it is most important to sit gracefully and freely, and its requirements are: dignified, steady and natural sitting posture. When you sit down, it's a little light, a little slow, but it doesn't lose vitality. Go to the front of the seat and turn around. Step back with your right foot and turn left.

Heel, and then sit down gently. When a lady in a skirt sits down, she should put her skirt in front of her by hand. After sitting down, her upper body stood upright, her head was straight, her mouth was slightly closed, she smiled, her back leaned back slightly, and her hands crossed on her legs.

In fact, when there are handrails, you can put your hands gently on the handrails and your calves are basically perpendicular to the ground. The distance between the knees, it is advisable for men to loosen one punch, while it is better for women not to separate. When sitting down, pay attention to the correct placement of hands, legs and feet according to the height of the stool surface and the presence of handrails and backrest. In addition, some sitting postures are also possible, such as "S" sitting posture, which is suitable for talking on one side; "Feet-loving" sitting posture, legs and knees crossed, one foot retracted and crossed below the knee of the front leg, legs touching the ground in tandem, hands slightly crossed on the legs. No matter what kind of sitting posture, you should relax naturally and smile. However, the following sitting postures should be avoided: cross-legged, leg-resting, leg-splitting and O-legged. In the sitting position, it is especially forbidden to lean forward and lean back, or shake your legs and feet, which is a sign of lack of education and arrogance.

5. In the squatting position: the hotel waiter should use the elegant squatting position to pick up the items that fell on the ground. Take something on the right side of your body, squat down with your left foot in front and your right foot in the back, put your legs together and support the ground with your left foot.

Slowly lift the heel of the right foot, with the right knee lower than the left knee and the left side of the right knee leaning against the inside of the left calf, forming a posture in which the left knee is higher than the right knee. Hips down, basically support your body with your right leg. A waiter can have a proper distance between his legs, while a waitress must put her legs together. If you hold something with your left side, the posture is just the opposite.

6. In terms of gestures, gestures are the most expressive "body language", and restaurant service personnel often use gestures to introduce, talk, guide and indicate directions to guests. Require regularity, fingers naturally close together, palms up, pointing at the target with the elbow joint as the axis, and turning your eyes to the target at the same time, pay attention to whether the other party has seen the target clearly. You are not allowed to gesture with one finger when introducing or giving directions. Don't use too many gestures when you speak, and don't use too much amplitude. You should also pay attention to the customs and habits of different countries when making gestures.

7. People's figure and appearance are innate and difficult to change, but some parts of people's figure and appearance can be consciously exercised, corrected and shaped according to the requirements of service work. If you have a hunchback,

People can consciously hold out their chests and correct them. Even if their looks and expressions are poor, they can get rid of unpleasant emotions through psychological adjustment and control, so as to improve their facial expressions.

Fourth, the waiter dress requirements

1. Clothing is clothing, which can beautify people's image (set off the external physical beauty and reflect the internal spiritual beauty), enhance and improve people's own aesthetic value, and achieve the unity of truth (reasonable and appropriate, consistent with appearance), goodness (covering the body from the cold, being invulnerable and applicable) and beauty (style full of the times, style showing personality characteristics).

2. The dress of the waiter should be in harmony with the human body, environment and society, especially to meet the needs of the work, so as to facilitate the operation without distracting the guests. Generally speaking, waiters should not wear big dresses, jeans, mopping skirts, big skirts, old-fashioned cheongsam and sleeved clothes, sports shoes, high heels, spikes, slippers and boots with luxurious texture, bright colors and complicated styles. It is not advisable to wear hats, cool hats, flower hats, snow hats and colored glasses; Scarves, shawls and long scarves should not be worn. Dress code, wear a suit and tie or bow tie, and wear leather shoes. The styles, patterns and colors of coats, ties, shirts, trousers, shoes and socks should be coordinated, and the clothes should be neat. Cleanliness is the most basic and important requirement of clothing and the soul of clothing. Work clothes should be changed frequently, ironed before wearing, dirty work clothes and shirts should be changed frequently, and shirts with dirty cuffs are not allowed to go to work. Leather shoes should be polished every day to keep them bright. In addition, the waiter's clothing depends on the specific situation of different restaurants, such as Fangshan Hotel in Beijing, where all waiters wear cheongsam; In the White Swan Hotel in Guangdong, waiters wear exquisite fashion to maintain the overall image and business characteristics of the enterprise.

3. In order to meet the above requirements, restaurant waiters should cultivate a correct aesthetic view, advocate dignified and generous, clean and beautiful clothes, improve their cultural accomplishment and pursue perfect beauty. Dress should be coordinated with one's identity, age and characteristics, that is, it has professional characteristics and style of the times and is accepted and appreciated by people.