& Terms of payment by letter of credit
It is a ceremony to pay tribute to others, a general term to show respect, and a respectful attitude towards others. Etiquette is etiquette formed by customs and habits. The appearance is,
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Appearance and politeness are the moral norms for dealing with people. Etiquette is a ceremony to pay tribute to others. Instrument is like a professional; t5 g； K0 u# n5 p5 c6 o( _
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It includes dress, appearance, posture, rating and behavior. $ U5 y $ n & ampo- I+ _' g$ H$ @！ Z
:l:E； e 1 o " j7a； Z 2。 Strictly abide by operating etiquette and operating norms in service?
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1. No smoking, no snacks. 3 l. u3 N5 U6 u$ M0 d6 o
- ^) r！ S$ v- ~2 `% R2, two quiet, keep quiet in the workplace, keep quiet in grand occasions. (p c，m！ j4 B9 e9 L$ {
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3, three lights and one quick, light operation, light talk, light walk, neat action and fast service. * D% O( d( o2 v+ |) m) ]% V# o
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4, three understand, understand the customs of the guests, understand life, and understand special requirements.
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5, three times, the guests came with greetings, the guests asked with answers, and the guests left with voices.
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% F$ C！ L0 c2 o/ u) M6, self-esteem, respect for the elderly, respect for women and children, and the disabled. & amp}2 ^: y5 f9 `0 h# j) b( Q+ G
-j%}。 Wu Qin, eyes, mouth, feet, hands and ears.
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Three, the five first principles in service?
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1, female guests come before male guests * P 1 S+ l* f9 K( n
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2. Take the guest first, then the host.
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6 [6 _! N) W- c 1 t3, first, then general.
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4, the elders before the younger generation' u3 Y- j4 N5 b: H* y* {% j: ~
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5. Children take precedence over adults
9 { 9 q)I8 g6 v & lt； Br & gt+T2 [1 s* r2 i IV. What are the language requirements of waiters? & ltbr & gt！ r * Z8 e-N " V8 @/Y5 x7 c P5 {+{ ' s & lt； Br> (basic expression) Modesty, friendly tone, moderate volume, concise and clear words, fully embodying initiative, enthusiasm, courtesy, thoughtfulness and modesty &; }% n4 F，Q； D3 {5Y0E & LTBR & gt & LTBR & gt-O {3P8U) K+W $ I/T, according to different objects, use Mandarin for domestic guests and daily foreign languages for foreign guests, so as to welcome guests and ask questions.
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6z； M- p( T9 v+ B 1 k+ @ Mastery of the mind. “b； ^5 J/ C
8a * D * h c $ Q D+P6 N & amp； O4。 Escort: When walking, the tray should be shoulder height, the upper body should be straight and the eyes should be straight. Don't stick the tray in front to the abdominal arm or support the rhythm of walking, c; c2 \- V 1 L0 r9 ] _
6 r* Q/ [% |2 Q- Q tray can swing freely in front of the abdomen, but the amplitude is not easy to be too large. Keep drinks and soup from overflowing, so that the tray is elegant and beautiful, and it is light and introspective.
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For example. +T8 u(c/[9 Z； c
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5. Tray operation: the left arm naturally bends, the upper arm and the lower arm form a 90-degree palm, and the five fingers are separated into six supporting points (5 fingers, 5 ~)8t；; |9 s% C- t: _% I
9 y6？ 7 p！ G5 o' A' f) Put your palm flat in front of your lower abdomen (subject to navel), and your fingers can be adjusted at any time according to the weight change of each side of the tray to keep the tray straight+w&; U2 B$ I7 z (year-on-year
% o C( e7 O2 p4 N" t+ L is stable. 5 M3 x9 A，v( a/ b$ o
& amp]$ I) i$ c4 |。 {8 E5 j3 | & ltbr & gt VI. Walking speed of pallets
1. Standing: Hold your head up, chest up, abdomen up, hips up, shoulders down naturally, eyes straight ahead, mouth slightly closed and smile, double "k" m * m (n; N7 ]
1 G) o% m- f！ c！ O Keep your hands forward * Keep an attitude of being able to provide services to customers at all times. 4 ? + Y# x！ z & ampI＄g 1 }/l
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2. Walking: You can lean forward slightly, keep your upper body upright, look straight ahead and smile. Don't shake your shoulders, shake your arms, and naturally swing back and forth by% g * t (w _ 0m2w/s! |% p9 j
& ampM" X+ F) t0？ ) z" v move your shoulders to relax your steps. Don't take too big a brisk stride, let alone run.
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4 ? ) @! E* Q！ }4 _ 8. How to promote sales?
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# { 1 M，w7 p. }( t5 g，E ' N； J: M 1 t First of all, as a waiter, you should know about the goods your company deals in and related goods, and promote sales according to different customers. You should put # i8 h5 J (? + D3 T9 G
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Use the language correctly. -" 3o " V-w:N * U * B $ z，x
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Nine, the types of guests and how to serve different types of guests.
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9 m: A: G0 ]# a# _。 C 1, ordinary: adopt active service mode.
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2, arrogance: First of all, don't be modest, don't be angry with the guests, don't quarrel, and explain and solve it in time according to reasonable requirements. + {$ B8 m$ v7 y7 R5 c/ I
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3. Silent type: most middle-aged scholars are opinionated, soliciting opinions from guests and showing respect for him everywhere. # n) m# L% Q-？
"N) W8 C' M* q) p% v3 o4, impatient: life is efficient and careless, because young students get angry easily, waiters should keep calm and solve problems in time. i0 P0 y G； TC
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% M！ Ley & ampP6 Z2 O0 P 1 M5, social type: mostly male salesmen who are good at chatting, and the waiters are thoughtful and careful. Such people are more reasonable.
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6, solid implementation: it is not easy to argue for the elderly, and it is not easy to interfere with the behavior of guests.
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7, nagging type: it is not easy to talk about middle-aged people, but it will affect work. T8 i: _，o( o+ m- h 1 g
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8. Waste type: nouveau riche, rich children, saving face, demanding, waiters should promote high-end dishes and drinks for guests, not # l n &；; Me, ^7 X# Z
0 {0 k3 L9？ ; Q%？ # y- {9 X Stand and listen, but follow the daily service. & ltbr & gt, ? 9g/a a4 t8 E & lt； br & gt-o8b & amp； H & b 'e & the types of China tea. r； z7 F ' Q & ltbr & gt/ b？ . [，@ " x8n & lt； Br> tea has a history of more than 4,700 years and spread to more than 40 countries. & ltbr >； { 3s 1s)b % P:F0 F8 W *]/w7 C:Y6 I-m $ S！ G & ltbr & gt Function: Tea can not only relieve summer heat and thirst, but also help digestion and greasy food, prevent intestinal diseases and clean injured products (including gunshot wounds, knife wounds, snake bites and burns). & ltbr & gt& ltbr & gt 1, green tea: non-fermented tea, West Lake Longjing, Dongting Biluochun and Huangshan Maojian. & ltbr & gt6 & ampT & ltbr & gt2. Black tea: all kinds of fermented tea, Yingde black tea, yunnan black tea black tea, Sichuan black tea and Qimen black tea. ，[$ [，]6 _ 7o(C6 m & amp； u/l & lt； br & gt7m； S3 T/R6 @ # m & lt； Br>3. Oolong Tea: Semi-fermented tea is produced in Fujian, Guangdong and Taiwan Province provinces, and there are five kinds of Wuyishan Narcissus Tea, Oolong Tea and Tieguanyin Tea. % D & ampu% {8 |' V D & ltbr & gt& ltbr & gt scented tea: also known as scented tea, scented tea is smoked from dried flowers, varieties, jasmine tea and Zhulan tea. & ampy！ g，b6h； N & ltbr & gt" \3 `( q* E Y* }
5, pressed tea: black tea and green tea raw materials, after cooking and softening, pressed into various lines, divided into brick tea, Pu 'er tea, Yunnan tea.
Pu 'er tea got its name.
6. White tea: not fermented but not twisted. Special teas are mostly produced in the mountainous areas of northeast Fujian, among which Bai Mudan, Shoumei and Yinzhen are the most precious. * s6 G% L. @* q！ ^+ k5 m
Sauna: Originated in ancient Rome, it uses charcoal and flint as raw materials to increase heat, prevent colds and keep fit.
Heat source: electric furnace and special sauna stone (iron, potassium).
Items used: hourglass, wooden bucket, wooden spoon.
Usage: hot and cold water bath, p3 c, p8 s9 q/ @5 v3 U.
Rinse with warm water and enter the sauna room at 80 degrees, then enter the ice water bath for 3-4 seconds and then enter the sauna room for 2-3 times. /k % w ' p H2 {-N； @
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Note: 1. Don't eat, smoke and go to the sauna. & ampm 1 I T； h0 M$ L% e
7 q% y ]5 b3 h: q+ C2, exercisers rest 10 minutes later. 3 t" n8 I) ^' Q8 h3 ~
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3. Cardiovascular patients are prohibited. ; L4 k！ Standard & Poor's
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4, can not exceed 0 degrees below.
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9 j# Y" L7 |( C, B5 {5, the time cannot exceed 15 minutes. ! ~ " j8 A(j " o 1 e9 I-K6 | * b # M % g & lt； Br> & ltbr & gt8i-c1r0h' to z0 {/~ 6, young people should wash less. & ltbr & gtt8 ` 7 i5 M)v $ g # j7 A4 x(K9 } " y " Z $ e } 5c ' ` " x
Twelve. Identification of beer 4 ~9 \$ V 1 A% L3 m
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The raw material of beer is malt, which can be divided into canned beer, draft beer and bottled beer according to the outer packaging. 0]5q ~ 5s:k # L & amp； t！ } 1 Y
3 h d5 g h9 H) n2 e7 K( E3 i 1, identification: 1), color 2), smell (malt flavor) 3), taste (bitter and refreshing). * T# H 1 y '！ f，A9 T
% v7v & amp； O4 \ y. P3 T4) Foam (long-term foam hanging cup, fine foam)
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2, alcohol degree 3-8 degrees 9 t. c7 R: c# `# s$ T
0 R $ Y-F6 Y % L9 V:l q D XIII。 Psychoanalysis of Guest Opening and Closing /e% j. K2 g7 ~: U4 b
0 \2 r' Y) J！ I% r 1 i 1。 Physiological needs: Basic physiological needs include clothing, food, shelter and transportation. Hotel guests require delicious food, well-equipped and clean guests.
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The comfortable environment of the room. :G4 g； E0 T9 o. X，q
% } 1 `)k & amp； F- G' v2. Safety requirements: In the hotel, guests need strict safety and confidentiality measures to avoid property losses and ensure personal safety is not threatened. ; F6 _: Q+ K，j 1～G
Group demand: guests need to be received politely by the service staff and feel welcome, just like the care of family and the friendly help of friends.
Self-esteem needs: people need to be respected by others, act as "Mr. and Ms." in hotels or ask guests about food and accommodation, so that they feel valued. ~( s9 k$ W+ a. d！ z" a
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Fourteen, the importance of handling complaints
Being able to effectively handle guest complaints is beneficial to both the hotel and the department.
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8 o, I. \# N, k7 S9 i3 Z 1, to enhance the confidence of the complainant. 2. Improve job satisfaction. 3. Keep the guests' good impression of the hotel and make them come again. 4. Maintain the good reputation of nightclubs.
15. Identify complaints about guests: by observing the guests.
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* w % O ' A $[8 |； H& 'j1,angry guests: serious expression, angry or even hostile attitude, broken tone, emphasizing loud voice to give orders, not demanding "M7 [0 D' J# g, d".
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Standing posture or upright sitting posture. . _ % m:i6 |)T； H: n2 ~ 1 _！ K
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2. Hide your angry guests: Keep making small gestures, such as clapping impatiently, blushing, frowning and even gnashing your teeth. The pitch is not high, but it is short.
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Speak sarcastically and rudely. :~4 ]8 B. k，w9 E9 K
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Sixteen, ten steps to deal with guest complaints
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1, listen. 3 n8 h# I" @' \- m2 @4 h
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2. Stay calm: take the complainant away as much as possible, avoid affecting other guests, avoid hostile or preventive reactions, stay calm and don't talk to the complainant.
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Guests quarrel. Remember, guests are always guests.
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3, show understanding: try to show understanding of the feelings of the guests, show understanding to the guests, such as "I know how you feel, I have met before" be careful not to talk, }+ W h* P- w! D " D " I & ampa
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This is the hotel's fault, as long as you understand the guests' problems and complaints. " y8 _2 [5 z5 Q' i) |# o
(y5 j0 |！ Merger and acquisition. Z3 \7 ~4。 Pay attention to the guest's self-esteem: try your best to maintain and enhance the guest's self-esteem, such as "I'm sorry you are in such trouble", which can show that you are right: YZ3]; e8l)b & amp； E( ~' K
3 f- B* O3 f4 Q, j The attention of guests always mentions their names. Don't try to downplay the seriousness of the guest's complaint, it is a serious problem for the guest, otherwise it won't tell you 4x7jl * kf8x1r "l.
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4z ' ~ 4w $ d； W0 I5 D: Q# X5, let the guests realize your attention to the problem, instead of telling them that it was the fault of the last class or a certain department.
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In addition, under no circumstances can you insult the guests and handle things wrong. G0 A% [+ F0 u
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6. Make records and record the main points of the incident. For example, other people's participation in solving this problem will save time and help to get the guests excited.
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+b7 v/ k9 `% q2 w- {: x It is very important to record what the guests say, which is a way to gain the trust of the guests. This step is helpful to solve the problem and control the situation. 0]8m-u & amp； G) z$ _) }4 T
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7, tell the guest the solution, tell the guest what you can do, for example, may provide a variety of options, for what you can't do, don't do 0 A# R _8 P7 m/ r( C0 f$ {/ U
Promise not to do anything beyond your authority. # B- Y！ w！ ? 8 q6 K" Q
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8. Set the action time and tell the guests when to solve the problem. You must be very clear not to underestimate the time needed to solve the problem. )v' C* o/ Y/ q8 v
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9. Monitor the progress of the operation. When the guests make a choice on the solution, they will take action to ensure the smooth progress of the whole action. For example, if they encounter any unknown delay, they should inform the guests as soon as possible.
10, follow up with customers and action results. Even if the complaint has been solved by others, you should contact the customer to find out whether the solution to the problem satisfies the customer. Write $ Q8 [-u 2 x, s! S% \
This report will write out the actions taken and the results of the whole incident.
17. Polite taboos for customer service
1, when talking with guests, you are not allowed to face the guests with your waist pocket. / D，^7 K. t 1 T
Smile at the guest, and when answering the guest's questions, "knowing is knowing, not knowing is not knowing". Ask others before explaining to the guests 8 m) f0 d8 I2 O i( u% I/ C+ _
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Colleagues don't speak their hometown dialect and quarrel in front of guests. 5v 0g & amp； x)B0 h " p %[＄u8 T0 S
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Don't peek at the guest's book or eavesdrop on the guest's conversation. 9 F 1 B3 {6 S+ q，K & ltbr & gt:Y:？ -B/| 5 Q $ H & lt； Br>5. Be ambitious when meeting your superiors or peers. 6. Don't make faces behind the guests, don't make faces at each other, and don't laugh at the casual things of the guests. & ltbr & gt[+B； o$ p. K* }7 p5 U ~9 Q
& you-you & t2nb-7. Hand over the items given to the guests with both hands. 8. Take the initiative to help obese guests and disabled guests. 9. Try to remember the names of the guests. $ | 1 Y6 z * R7 A8 g-| & amp； B
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\ 4d； R+ k3 X XVIII。 Common polite expressions
1, hello, welcome. 2. How many people are there in your party? Please follow me. I am sorry to have kept you waiting.
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Please forgive me. 6. Please take care of me. 7. Thank you for waiting. This is-tea. 8. Sorry for the delay. 0 ` 2 X(Z)f0f+m 1 q5 Q； q. H
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Do you need anything else? 10, what can I do for you? 1 1, glad to serve you. 12, please give more valuable comments (R3 i( w2 g' c))
13, would you please come with me to the cashier's office to settle the bill? 14. Are you satisfied with my service?
Thank you for coming. Please take care. 16, please go and welcome to visit next time.
Workplace temporary service standard 3E2J: T T "Z.J, S.
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(1) Putonghua standard, enthusiasm, courtesy, consideration, strong sense of responsibility, obedience to management, cooperation with employees of this department and compliance, _&; l5 l- a7 W" V m
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Staff code, do your job well.
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(2) Be familiar with service skills and cleaning standards, and keep all parts of the department clean and tidy, with fresh air and elegant environment.
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(3), stick to their posts, are not allowed to scurry around in irrelevant areas, chatting, be loyal to their duties, ensure the safety of guests, often patrol, find problems and solve them in time.
Solve the problem, and report to the superior supervisor immediately if it cannot be solved.
(4), responsible for checking the operation of the equipment, found the problem in a timely manner to the superior to submit maintenance projects.
(5) Remind the guests to take good care of their belongings, do not arbitrarily reduce the service process stipulated by the department, and make reasonable arrangements according to the requirements of the guests.
(six), fill in the document, clear handwriting, neat handwriting, shall not be omitted.
(7) If any left-over articles are found, they shall be immediately handed over to the minister or supervisor, and then handed over by the supervisor to the assistant manager at the front desk and lobby for safekeeping, and recorded as% X* K V5 h' g$ s$ s7 l.
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Make a good record. If the guest claims it, he must go through the assistant manager in the lobby and ask the guest to describe the characteristics of the item in detail (such as mobile phone and BP machine, please tell him the phone number and call for verification).
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Only when you show your valid certificate and log in for the record can you return it. If it is not collected for a long time, it will be handed over to the company for further processing. 2 tons) W Z $ o # q9 h C-e "W
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(eight), the guest waiting for service time is limited to 60 seconds, shall not exceed the prescribed time, no ice. (s3 G: b f. H# B 1 b
(9) When the guests arrive, they should immediately greet them politely and make reasonable arrangements according to the requirements of the guests.