2. Before going to work, think about whether you have prepared work tools and whether the work left over from the previous day has been completed. Please remember that a small detail may affect the quality of your service.
Whether you are in your work area or not, as long as you see the garbage on the ground, you should get into the habit of picking it up at will, which can bring convenience to everyone with twice the effort.
When the guests don't arrive, only one set of lights is on in the private room, so you can work. If each room can save one degree of electricity every day, then the whole canteen floor can save at least tens of degrees of electricity every day, which is not a small amount in a month or a year.
5. Before starting business, carefully check whether the pre-meal preparations in your work area are done well, such as hygiene, tableware, boiling water, tea, sauce vinegar cans, toothpick cups, etc. It's like reviewing the paper carefully after the exam.
The guests are seated.
1, prepare cutlery such as knives and forks for guests to eat western food.
2. Know about the guests in your room, such as the name of the reservation person and the number of guests, and remember the name, position, hobbies, tastes, etc. In order to provide better, more thoughtful and more enthusiastic service next time, and strive to turn guests into regular customers in the restaurant. The manager is not the only one who has old customers. As an ordinary waiter, you can do the same.
3. When guests in private rooms take off their coats, they should take the initiative to hang up their clothes for the guests; Offer to help guests with their bags or clothes when they leave. In fact, at this time, you are euphemistically performing the duty of "supervision". We don't want guests to leave their own things, and we don't want guests to take things that don't belong to them.
When a guest orders,
1. When the food ordered by the guest is sold out, inform the guest to change the food or help the guest to return it as soon as possible. The longer the delay, the greater the dissatisfaction of the guests. The first thing to talk about is to respect the guests.
2. Write clearly when billing, don't waste some menus, don't write weeds, and don't practice writing. A menu needs to go through many links, so that everyone can understand it.
3. When the guest is away after ordering, be sure to mark all the dishes as "ordered"; After the guests arrive, only the staple food is called "a la carte"; After the hot dishes are served, we should inform the guests that the dishes have been served, and ask the guests whether they want to add dishes or whether they can serve the staple food according to the actual situation.
4. Check the menu after ordering, including the dishes, the number of people eating, and whether the order is accurate. Checking it again will reduce the trouble of many people in many departments.
5. If the guest orders two or more dishes with repeated tastes or raw materials at the same time, and your warm reminder is invalid, you should mark a five-pointed star on the menu as a note to let your superiors and kitchen know that this is the guest's request, not a repeated point.
When entertaining guests
1, if the guest has children, move the baby stool for the guest in time; When ordering, introduce one or two dishes suitable for children to the guests. Sometimes it is more useful to take care of a client's children than adults.
2. Before serving, carefully check whether there are foreign objects (such as hair, glass, insects, etc. ) in the dish, and put one more pass, it will reduce the probability of a complaint. The loss of interest of the restaurant may be compensated at this level.
3. When serving food, announce the name of the dish clearly and loudly for customers to enjoy. Doing so can let the guests know clearly what food they are eating. The name of the newspaper can also remember the dishes people like to eat and accumulate the next batch of guests for the restaurant.
4. When serving, remind the guests to avoid pouring soup and wine on the guests.
When serving, you should make a list first, then move, then serve, and consider the serving position of the next dish.
6. The serving rule is left-upper and right-back; The rule of pouring drinks is to exit from the top right. Both service postures are T-steps.
7. If the food served is not ordered by the guest or served at the wrong time (such as cold food before hot food), it should be returned to the room delivery department in time for proper handling. It is unwise to find reasons to persuade guests to accept it.
8. Tell the guests in time after all the dishes are served and drawn.
9, whether serving or packing, should try to avoid making a sound, items should be handled with care.
10, use a tray to take tableware or drinks. The use of pallets is a manifestation of standardized service. The more you use them, the easier your work will be.
1 1. If there are foreign guests and friends among the guests, please greet them in English.
12, when pouring wine for the guests, whisper: What do you think? The guests will like it.
13, remember to put a spoon when serving beans, tofu and other dishes, don't wait for guests to ask for it.
14. When you see flies, flying insects, etc. You should try to eliminate them at once. When you meet flying insects while eating, not only will guests turn off their appetite, but the hotel environment will also be destroyed. For example, flying into dishes is even more troublesome.
15, empty plates should be taken away in time, and the remaining plates should be replaced with small ones. This not only facilitates serving, but also keeps the table clean.
16, the dishes with seasoning should be seasoned before serving. The purpose of this is to tell the guests that this dish uses seasoning.
17. When dining, pay attention to the guests' views on the environment, dishes and prices, and try to write them down and feed them back to the manager. Summing it up every day, it is easy to figure out the customer's psychology.
18, keep the desktop and workbench clean at any time, and take away the dishes removed from the dining table at any time. It's really uncoordinated to put garbage and food together.
19. When the guest leaves to go to the bathroom, fold the guest's napkin and put it aside until the guest comes back, which will make the guest even more surprised. It is best to fold different patterns at a time, which requires learning some origami skills in your spare time.
20. After the guests have finished eating, they should send more dishes back to the kitchen and ask the manager or chef to taste them, so as to find out the reasons for their unpopularity.
2 1. When you see a guest take out a cigarette, you should immediately take a lighter and light it for the guest as soon as possible (if smoking is allowed).
22. When a guest drops a knife, fork or other tableware on the ground, he should change it into clean tableware as soon as possible. Waiters should be quick-witted and sharp-eyed, and don't wait for guests to ask questions everywhere.
23. Always pay attention to whether there is water or wine in the guest's cup. In this way, the restaurant can not only increase the sales of drinks, but also avoid the embarrassment that there is no wine in the glass when guests drink.
24. If you want to leave your post temporarily (paying the bill, urging food, delivering tableware, taking drinks, etc.). You should let other colleagues take care of your service area. Guests need services anytime, anywhere, sometimes in a short time when you are away.
25. Pour the drinks for the guests and take away the teacups; When the guest says he won't drink any more, take away the cup and pour the drink or tea. Don't underestimate such a simple action, sometimes it can bring more drinks to the restaurant.
26. When you receive the selling notice in your business, you should inform other colleagues around you in time.
27. If you can't find the manager at work, you should ask the manager's whereabouts at the reservation office or the waitress on the floor. It's more efficient for guests to run around looking for the manager in Bidiu. Because flight attendants are usually equipped with walkie-talkies
28. Always pay attention to the expressions, actions and needs of restaurant guests. If a guest looks around, he should ask if he needs help.
When the guest pays the bill
1. Before checking out, guests should check the bill to see if there are more than one bill and missing bills. When a guest asks for a bill, it's best not to take a quick look. The busier they are, the more likely they are to make mistakes.
2. When the guest pays the bill, ask the guest whether to open or return the unopened drink. If a guest buys a bill and then returns it, not only will you be in trouble, but even the cashier will be in trouble.
Say "thank you" three times before and after paying the bill: say "thank you" when sending the bill, say "thank you" when receiving the money, and say "thank you" when returning the change or invoice. Guests are our parents, so we should seize the opportunity to say "thank you" more.
4. After receiving the guest's money, check the amount in front of the guest and clearly tell the guest how much money is received. It's your fault to overcharge or undercharge. You'd better point it out yourself Pay special attention to the authenticity of banknotes.
5. Pay the bill and return the invoice to the guest. Remember to put a business card of your restaurant in the change bag. Doing one more little thing will bring more opportunities for guests to visit restaurants.
6. After the guest pays the bill, put the vase on the table to show that he has paid the bill. When the guests leave and see the vase on the table, other colleagues or leaders will be relieved.
7. When guests leave after eating, they must say goodbye warmly, and never show the expression of "finally leaving". After-sales service is as important as pre-sales service.
8. After paying the bill, the guest should immediately check around the seat to see if the guest's things have been forgotten, and also check whether the tableware and exhibits in the restaurant are damaged or lost.
9. When a guest tips during the service, it means that the guest recognizes your service, and refusing to accept the tip completely sometimes makes the guest very embarrassed. When a guest tips, he should explain to the guest: Thank you for your encouragement. This is what we should do.
When the guests leave,
1. When closing the table, collect linen (mouth cloth, towel, dish pad) first, then glassware, and then small pieces (knives, forks, spoons). And the efficiency of closing tables in order will be greatly improved. Pay special attention when closing the table, and don't dump the garbage in the ashtray into the tablecloth, so as not to burn the tablecloth, which may cause a fire in serious cases.
2. The unused disposable towels or napkins of the guests should be returned to the bar at any time, every little makes a mickle. Loving the store is like a trivial matter.
3. The disposable towels used by the guests should be recycled as cleaning utensils for other departments. Cleaner towels can be used as guest toilets. The more things you do to turn waste into treasure, the better.
After the guests leave, don't eat leftovers for the sake of hygiene and restaurant image. This is the minimum self-esteem of being a man.
When using articles, we should follow the following principles: put things back there, lend them to whom, and remember the location of articles and appliances in our department. Slowly, you will find that this is really a good habit, which is convenient not only for you, but also for everyone.
6. You should pay for what you broke. Taking responsibility will only bring you benefits and praise.
7, found that the equipment and facilities damaged, should promptly report to the supervisor, in order to get timely maintenance, to avoid affecting the normal business work. If you check it every day.
8. Notify the supervisor on duty of floor accidents or complaints every day to prevent other colleagues from making the same mistake. It can be emphasized at the regular meeting that taking one's own mistakes as an example is a style.
9. Visiting the kitchen more when you have time will make your work more like a duck to water.
10, when yawning or sneezing, cover it with your hands or napkins, and don't do indecent actions such as picking your ears or nose in public.
1 1. Take the initiative to greet guests or superiors. A simple greeting can leave a good impression.
12, seeing that other colleagues are too busy, take the initiative to help others and carry forward the spirit of teamwork. If you want others to be nice to you, you should be nice to him first. You offer to help him, and he will help you.
13. Don't take the passenger elevator unless there is an emergency.
14. When you see a stranger entering the non-business area, you should take the initiative to stop him and ask his identity. The waiters in the restaurant are the most widely distributed, and this responsibility should be borne most.
15, any items left by the guests should be immediately handed over to the manager or the front desk, so as to get in touch with the guests in time and return them to the guests. This is respect for yourself and others.
16. Maintain the property and reputation of the restaurant at any time and on any occasion. Since you are an employee of the restaurant, the reputation of the restaurant is actually your reputation. This is the reason why the store is prosperous and I am ashamed. Which boss doesn't like a conscientious employee who loves to stay at home? This is much better than trying to "kiss up".
17. In public places, under any circumstances, don't talk loudly and tell yourself to keep your voice down.
18. Earnestly keep weekly records, and record daily attendance, complaints, passenger flow, what happened on the floor and the contents of regular meetings in detail ... keep a clear record of what happened that day to avoid problems in the future.
19. Knock on the door before entering the private room or the supervisor's office (usually three times), which is universal at any time.
20. Be sure to hand over the work properly before coming off work, and then ask the supervisor if he can get off work. Only after getting permission can he get off work. Maybe the leader has other things for you to do. This is not only a sign of respect, but also a sign of responsibility.