1. After the guests are seated:

1. The waiter should clearly know the surnames and positions of the guests and hosts. (The waiter should listen carefully to the guest's conversation)

(1) When guests are seated, for example, when introducing each other, they should pay attention to listening, remember their position and identity, and provide services.

(2) Master the guest's surname, professional title and identity through the information of the reservation clerk and usher.

The waiter should master the theme of the meal and listen carefully to every word the guests say. For example, the host Mr. Wang said in the dialogue, "I prefer XX dishes. Do they have it here? " Or a guest said that he had a stomachache recently and couldn't eat spicy food, or an escort said that a certain day of the month was the birthday of a director (general manager, director) and so on. , and timely feedback the information to the superior and the kitchen, so as to provide corresponding services.

Service language:

(1) Hello, Mr. Wang. I just learned from your conversation that you prefer to eat xx dishes. Please enjoy this dish specially prepared for you. "

Hello, Mr. Wang. I just learned from Mr. XX that today is your birthday. This is a birthday cake prepared by our hotel for you. Happy birthday!

2. When the guest is calibrating the room, the waiter should take the initiative to ask if the guest has any taboos on eating habits, so as to provide corresponding services. For example, when a director comes to have a meal, the waiter will say, "Hello, director, do you have any special requirements for food today?" If so, the waiter should coordinate the kitchen to prepare dishes for him. If not, he should serve according to the menu.

3. When ordering, take the initiative to ask the guests if they have any special requirements. Service terms: hello, sir/madam, do you have any requirements for today's dishes?

4. When ordering drinks:

1. Make flexible sales promotion or handling according to the conversation of the guests.

For example:

(1) When the invited guests are of high level, but the host doesn't want to spend too much money on drinks, the service should publicize the middle and low-grade drinks, but it can't say the price of drinks. On the other hand, these drinks are welcomed by most guests and are the best sellers in our hotel. Service language: hello, sir. "Do you think it's okay to serve you XX drinks today?" This kind of wine is our best seller, and the guests responded well. Why don't I give you a bottle to taste "

(2) If you know your native place from the guest's mouth, you can sell local drinks in time. For example, when Mr. Wang from Anhui comes over, he should say, "Hello, Mr. Wang, what kind of drink do you think you want today ... shall I give you some wine from your hometown?"

2. Judging the consumption grade from the ordering standard and ordering quantity, and promoting accordingly. (Example

Such as; If the guests order a large quantity of food, they will promote high-end drinks. The waiter sells according to the actual situation.

3. If you are an old customer, you should promote your favorite drinks in time. (for example; At this time, the waiter will say, "Hello, Mr. Qi, are you going to prepare dry red wine in oak barrels at noon/evening?"

When the guest can't decide what to order, the waiter should promote the drinks that the hotel sells well. For example, the sales of so-and-so wine in our hotel are good, and the waiter should say, "Hello, sir/madam, the sales of so-and-so wine here are good, and most of the guests have responded well." Do you think I can bring you a bottle? "

5. When pouring drinks:

1. In the process of ordering drinks, pay attention to the types of drinks requested by the guests, ask the guests about the types of drinks when pouring drinks for the first time, and memorize them so as to be accurate when pouring drinks again.

For example:

(1) When you don't know what the guest is drinking, ask the guest actively. Service terms: hello, sir/madam; What kind of drink do you want, white wine or beer? In the second and third pour, pour it all at once, which is more accurate.

(2) Remember the types of drinks ordered by the guests, so as to be accurate when pouring drinks for the guests. When ordering drinks, listen carefully to everything the guests say.

2. When pouring drinks for the guests, ask the number of drinks poured by the guests (for example; When the guest was talking, he didn't notice the waiter adding wine to him. He should take the initiative to ask the guest how much wine he added. For example, the host, Mr. Wang, is talking with a guest, and the waiter has to wait behind the guest for a while, looking for an opportunity to ask the guest and saying, "Excuse me, Mr. Wang, how much wine/beer do you think you have added?" Give appropriate supplements according to the number of guests said.

3. When asking guests to add drinks, is it a large cup or a small cup? For example, when adding white wine, the waiter should say "hello, sir/madam." Would you like to add a large glass or a small glass of white wine to you? " Give the correct addition according to the guests.

6. When serving:

1. Grasp the position of guests and hosts flexibly when serving, so as to provide correct service. For example, the location of the subject and object is staggered;

(1) At family banquets, the elderly usually sit in the position of the host; The waiter will transfer the dishes to the host's place.

(2) When the guests sit down, they don't know the position of the principal and deputy, so they sit at will. At this time, the service personnel should provide flexible services according to the identity of the invited guests. For example, the host and guest sit in the escort position, and the waiter has to transfer the food to the escort position. In short, as long as we know where the "invited guests" or "the most important guests" are sitting, we will transfer the food to where.

2. When serving, grasp the service position flexibly.

(1) When the assistant's right side is crowded and other positions are loose, the serving position should be flexibly grasped.

(2) Whether there are children or elderly people in the escort position.

(3) If the guest is talking; You should master the service position flexibly.

3. Seize the opportunity to launch special dishes.

(1) When the guest is talking, the waiter should announce the name of the dish in a low voice.

(2) When guests have questions about the tastes and practices of individual dishes, they should take the initiative to introduce them.

(3) When a guest has questions or is curious about a dish; For example, when a guest has questions about our "* * Health Soup", the waiter will say, "This dish is the specialty of our store, mainly to highlight the" soup ". It was boiled with old chicken and duck and Jinhua ham for two days. The soup is clear, mellow and nutritious.

(4) When the guests are talking about their physical condition and other things, the waiter can lose no time to introduce dishes that are beneficial to their health; For example, if a guest complains about hyperlipidemia, the waiter can say to the XX dish on the turntable; This dish has a certain effect on lowering blood fat. You can try if you don't take precautions.

(5) When the first course or special stew is served, it should be introduced to the guests in time. Terms of service: This is our specialty. Please try it.

1. The best time to grasp the name of the dish.

(1) When the guest is talking about or describing something drastic, the waiter should lower the name of the dish or stop;

(2) When the guests stop talking or let other guests taste the dishes, the waiter shall announce the names of the dishes in time.

7. When visiting Taiwan Province:

1. Observe the drinking quantity of guests, provide targeted wine adding service, and replace guests with mineral water or "fake wine" when necessary.

For example:

(1) When a few guests have 1/4 left in their beer glasses at a time, it means that their drinking capacity is limited and they should add less.

(2) When the guest can't drink a lot, add less or change "fake wine" for the guest.

2. Listen carefully to the guest's conversation, understand the amount of alcohol from his conversation, and take the initiative to ask the guest for advice, add wine for him, and pay attention to the right amount when adding wine.

3. Pay attention to the guests when eating, judge the guest's capacity for drinking from the guest's expression and movements, and add some drinks or change "fake wine" to the guests.

4. Pay attention to the seasoning in the seasoning tray and add it for the second time. (The guest uses it for the first time, and adds it for the second time. )

5. Observe the guests' dining habits:

(1) When guests have cleanliness addiction, they should be provided with disposable chopsticks in time, or bone plates and spoons should be replaced in time, and targeted services should be provided.

(2) For left-handed guests, take the initiative to change the position of their tableware.

(3) Zhang Hangchang of * * Bank likes to change a spoonful of each soup.

(4) Pay attention to whether there are "spit out" drinks on the guest's cups and towels, and replace them in time. (for example; When the towel or tea doesn't move for a long time, or the smell of alcohol is strong.

6. Guests who are inconvenient to eat should provide targeted services. For example: disabled people (but don't take care of them too much). The elderly should be rescued in time or provided with corresponding services.

7. Guests who are inconvenient to take food or save face should take the initiative to share meals for them; And pay attention to carefully observe the guests' every move and provide them with corresponding services in time. Take the initiative to ask the guests for advice and say, do you need to share this dish? )

8. For dishes that don't move for a long time on the dining table, you should take the initiative to consult the guests for meal sharing or provide other services. Service language: "hello, sir/madam, your order hasn't moved for a long time, is it not to your taste?" Does this road need heating for you? Do you need to share this dish? "

9. Provide targeted services when serving. (For example, when serving fragrant snails, take the initiative to put toothpicks on the guest's plate; When serving shrimps and crabs, take the initiative to help guests take out "napkins"; If there is a dish with seasoning, when there is no seasoning, the waiter should take the initiative to add it to the guests. )。

10. When the tea leaves don't move for a long time, they should be replaced for the guests in time. This is your tea, sir/madam. Please enjoy it.

1 1. Pay attention to replace the pelvis in time. (for example; When serving seafood with shells, when serving expensive dishes and special dishes)

12. Waiters should have taboos when delivering food, and they are not allowed to turn their backs on the guests for a long time. (for example; When the waiter opens the drink or takes other things with his back to the guest, he should look back at the guest's meal at any time in order to provide corresponding services)

13. Pay attention to the use of alcohol when serving with solid alcohol, and add or put it out in time.

14. When a guest orders chrysanthemum tea or (bitter gourd juice), the waiter should take the initiative to ask the guest whether to add rock sugar, and take the initiative to provide services for him. Service language: hello, sir/madam; Do you need to add rock sugar to chrysanthemum tea (bitter gourd juice)?

If you want to do a good job in restaurant service, it is not enough to rely on these details. You must conduct systematic and comprehensive service skills training for restaurant staff. It takes more than a few details to win the hearts of customers.