餐厅服务员基础规范要求（basic requirements for restaurant attendants）

餐厅服务员基础规范要求（BASICREQUIREMENTSFORRESTAURANTATTENDANTS）PART1BASICEXPRESSIONSPOLITEEXPRESSIONSLANGUAGEISATOOLFORPEOPLETOEXCHANGEIDEAS,TOUNDERSTANDEACHOTHER,ORASASHELLOFTHOUGHTTHROUGHHUMANLANGUAGE,YOUCANALSOSEEAPERSONSSPIRITUALREALM,MORALSENTIMENTS,ASPIRATIONS,HOBBIESANDSOONTHEREFORE,ELEGANTANDELEGANTLANGUAGEISANIMPORTANTPARTOFRESTAURANTSERVICE1BASICREQUIREMENTSOFPOLITEEXPRESSIONSRESTAURANTATTENDANTSWORKATTHEFIRSTSTEPINTHERESTAURANTTHEYRECEIVEGUESTS,INTRODUCEFOODANDANSWERQUESTIONSINPOLITELANGUAGEITNOTONLYHELPSTOIMPROVESERVICEQUALITY,BUTALSOHELPSTOENLARGETHECOMMUNICATIVEFUNCTIONOFLANGUAGETHEREFORE,THEWAITERMUSTPAYATTENTIONTOPOLITELANGUAGE,SOTHATTHEATTITUDEISCALM,TACTFULWORDS,SOFTTONETOACHIEVETHEBEAUTYOFLANGUAGE,THEATTENDANTMUSTPAYATTENTIONTOTHEFOLLOWINGASPECTS1SPEAKINGSHOULDBEHONORIFIC,ANDTHETONESHOULDBESMOOTHWHENSPEAKINGTOTHEGUESTS,YOUSHOULDUSE“YOU“ANDOTHERHONORIFICTITLESPLEASEUSETHEWORD“PLEASE“,SUCHAS“PLEASESITDOWN“,“JUSTAMOMENT,PLEASE“THEGUESTSREQUESTCANNOTBEMETSORRYSHOULDBEADDEDTHETONEOFSPEECHSHOULDBESMOOTHANDKIND,WHICHMAKESPEOPLEFEELENTHUSIASTIC2SPEAKTOTHEELEGANT,CONCISE,CLEAR,NOTVAGUE,NINEPOLITENESSISPOLITENESSBREVITYISTOBECONCISEANDCLEARTOSPEAKCLEARLY,WITHOUTTWOWORDSTOMAKECLEAR,TOUNDERSTAND3SPEAKTACTFULLYANDENTHUSIASTICALLY,NOTSTIFFORCOLDESPECIALLYIFYOUEXPLAINWORDS,YOUSHOULDBEMOREENTHUSIASTIC4PAYATTENTIONTOLANGUAGEANDART,ANDSTRIVETOBESEMANTICALLYCOMPLETEANDGRAMMATICALSOMETIMES,THEWAITEROUTOFKINDNESS,BUTBECAUSETHESPEECHMEANINGISNOTCOMPLETE,NOTGRAMMATICAL,BUTWILLMAKETHEGUESTMISUNDERSTANDING,SUCHASWAITERSAWGUESTSSTEAMEDRICEFINISHED,WANTTOGIVETHEGUESTSMORERICEASKED“WOULDYOULIKETOEAT“SOASTOCAUSERESENTMENTIFYOUMAKEAFEWALTERATIONS,SAY,“ILLBRINGYOUSOMEMORERICE“,THEGUESTWILLFEELCOMFORTABLEWHENHELISTENS5PAYATTENTIONTOTHEMANNERANDEXPRESSIONOFTHEGUESTSGOODTRAININGSTAFF,NOTONLYINTHEBEAUTIFULLANGUAGE,BUTALSOINBEHAVIORANDEXPRESSION,SUCHASTHEGUESTSTOTHERESTAURANT,ALTHOUGHTHEWAITERSAID“HELLOPLEASESITDOWN“,BUTNOTONTHEFACEWITHASMILE,ANDCASUALLY,THISWOULDCAUSETHEDISSATISFACTIONOFTHEGUESTSTHUS,NOTONLYTOUSELANGUAGE,BUTALSOWITHEXPRESSION,ACTIONTOMATCHPOLITEEXPRESSIONSARETHEBASISOFPOLITESERVICEEXPRESSIONS,ANDTHEUSEOFPOLITEEXPRESSIONSININTERPERSONALCOMMUNICATIONHASBECOMEANIMPORTANTSYMBOLTOMEASURETHEBEAUTYOFLANGUAGEBACKGROUND1POLITEEXPRESSIONSINTRADITIONALSERVICEENTERPRISESREFERENCETHEFIRSTMEETING“I“VISITSOMEONE“VISIT“PLEASEDONOTSENDPEOPLE“ASKFORHELPEXCUSEME“PRAYFORCONVENIENT“EXCUSEME“PLEASEINSTRUCT“CONSULT“PLEASEPOINTOUT“COMMENT“PRAISEOPINION“ADVICE“RETURNTHEORIGINAL“BACK“WELCOMETOBUY“PATRONAGE“THEOLDMAN“OLDAGE“GUESTSCOME“COME“GOAHEAD“EXCUSEMEHALFWAY“GIFTWORKS“DE“WAITINGFORGUESTS“WAITING“EXCUSEMEFORGIVEME“BOTHERSOMEONE“EXCUSEME“LONGTIMENOSEE“LONGTIMENOSEE“THETRUSTEEHANDLESAFFAIRS“PLEASE“FAREWELLTOOTHERSFAREWELL“PLEASEANSWER“EXCUSEME“GIFTS“HEART“THANKYOUVERYMUCH“BACKGROUNDKNOWLEDGE2COMPARISONOFCOURTESYADDRESSESINTAIWANSERVICEENTERPRISESREFERENCEAPPELLATIONCOMPARISONGOODWORDINGPOORWORDINGME,WE,WE,MANYOU,YOU,YOU,YOUSIR,MADAM,WIFE,YOUROLDMAN,YOURWIFEYOURCOMPANION,THEGENTLEMANWITHYOU,THEMAN,THEMANWITHYOULADIESANDDAUGHTERSOLDMAN,OLDMANSIRANDMADAM,YOUTWO,YOURHUSBANDANDWIFE,TWOPEOPLEOH,YES,ITISISEEISEEYES,THATSFINENEVERHEARD,DIDNOTKNOW,NEVERHEARDOFPLEASECALLIMMEDIATELYBACKGROUND3POLITEEXPRESSIONSTOBEPOPULARIZEDBYSERVICEENTERPRISESREFERENCEGREETINGSHELLOGOODAFTERNOONGOODEVENINGRESPECTYOUYOUTWOGENTLEMENSIRMAAMMISSCHILDRENHOWMANYOFYOUGUESTYOURCOMPANYSENIORHUMILITYPLEASECALLMEXIAOLIFREEOFCHARGEMYSURNAMEISWANGTHEYOUNGERGENERATIONONESELFMYFATHER/MOTHERILLSAYGOODBYEFIRSTCOMEON,EVERYBODYIWILLTRYMYBESTGREETINGSITSANICEDAYTODAYDIDYOUSEETHENEWSYESTERDAYHUMBLEWORDSDOYOUTHINKITSPROPERHOWDOYOUFEELABOUTDEALINGWITHTHEPROBLEMTHISWAYCANYOUGIVEMEANANSWERLIKETHISPLEASEGIVEMEAHANDITREALLYGIVESYOUALOTOFTROUBLEPLEASEEXCUSEMEFORTHELACKOFSERVICECONGRATULATIONSHAPPYNEWYEARHAPPYSPRINGFESTIVALHAPPYHOLIDAYSBEPROMOTEDSTEPBYSTEPMAYYOUCOMEINTOAGOODFORTUNEEVERYTHINGWINSPLEASEDONTWORRYPLEASEDONTBESADIWILLTRYMYBESTANSWERTHANKYOUTHANKSAGAINSEEYOUTOMORROWTWOWORKINGTERMSITERMINOLOGYOFGUESTSERVICEWORKSTATIONS1LICENSE2GIFTCABINET03POPAD04SPAD5CUSTOMERRESEARCH6BUSINESSPROMOTION7BIRTHDAYPARTY8CUSTOMERSERVICE9CUSTOMERCOMMUNICATION10COMPLAINTHANDLING11HANDLINGCOMPLAINTS12TAKECAREOFTAKEOUTTWOTERMINOLOGYOFTHECASHIERWORKSTATION1CASHREGISTERBOX23TAPE4SILVERCODE5MEALCARDS6DETECTOR7CALCULATOR8SAFE9COUNTERFEITMONEY10CHANGE11BOOT12TRANSFER13MACHINES14CLEANINGMACHINE15PLUTABLE16METER17METER18,THEBIGNUMBER19PERIODREPORT20DAILYBUSINESSFORMTHREETHETERMWATERSTATION1TEABROWNSTOVE2ICEMAKER3ICECRUSHER4LINEMACHINE5BEERMACHINE6MILKSHAKEMACHINE7JUICEMACHINE8COLDDRINKGLASS9HOTDRINKGLASS10DRINKSLIST11STARBASIN12SUGARBAG13ICESCOOP14PUREE15ORIGINALCANS16COLDDRINKS17HOTDRINKS18HOMEMADEDRINKS19SELLDRINKS20HOMEMADEDRINKS21SELLINGDRINKS22DRINKSSERIES23DRINKSSERIES24SPECIALDRINKS25SEASONDRINKS26PLATFORMREFRIGERATORFOURSERVICESTATIONTERMINOLOGY1DININGTABLEANDCHAIRS2SEASONINGRACKS/PLATES3SETSOFCARDS4NUMBERS5TABLECLOTH6NAPKIN7SETSOFFLOWERS8CUPSOFFLOWERS9ORDERS10POINTMENU11WINELIST12SINGLEDUMPLINGS13RETURNMENU14TOWELS15TAKEOVERCABINET16WELCOMINGGUESTS17ORDERDISHES18MEALS19RECOMMENDATIONDIET20CENTSASINGLE21STARE22VEGETABLES23PAYTHEBILL24SEE25DAILYCLEANING26REGULARCLEANINGFIVETERMINOLOGYOFFOODSTATION1PALLETS2PLATESCUSHION3KERNELDISHES4DISHES5DISHES6DUMPLINGS7PASSWATER8DISHES9INSERTEDSINGLESPIKE10ORDERBOXSIXCLEANINGSTATIONTERMINOLOGY01PAREGION2UNDERTHEBASIN3BUCKET4DOWNCAR5MOP6MOPPOOL7MOPRACK8PRESSMILL9SIGNS10WASHINGROOM11BATHROOMROOM1213HANDBASIN14WASHINGLIQUID15HANDDRYERS16MAKEUPMIRROR17DAILYCLEANING18REGULARCLEANING19CLEANATANYTIME20CLEANANYWHERETHREE,HONORIFICSONGKEIGOSPEAKERDIRECTLYEXPRESSONESELFTOTHEHEARERSTRIBUTELANGUAGECALLEDSONGKEIGOTHEMOSTIMPORTANTFEATURESOFARESPECTFULLANGUAGEAREPOLITENESS,ENTHUSIASMANDSOLEMNITYTHEUSEOFSONGKEIGO,ONEISTOPAYATTENTIONTOTHETIMEANDPLACEANDOCCASION,THETONETOTHESWEET,SOFTWELCOMEHELLO,WELCOMETOOURCOMPANYEXCUSEME,JUSTAMOMENT,PLEASEIMSORRYTOHAVEKEPTYOUWAITINGFORSOLONGIMSORRY,IDONTQUITEUNDERSTANDIMSORRY,ONCEMORE,PLEASEIMSORRY,IMNOTSURESORRY,IDONTKNOWTHAT。APOLOGYIMSORRY,IMREALLYSORRYGREETINGSMANYDAYSNOSEE,BUSYWORKIHAVENTSEENYOUFORALONGTIMEIMONABUSINESSTRIPADDRESSSIRMALELADYFEMALECONGRATULATIONSHAPPYBIRTHDAYTOYOUHAVEANICEHOLIDAYMAYYOUCOMEINTOAGOODFORTUNEBEPROMOTEDSTEPBYSTEPDOYOUHAVEANYSUGGESTIONSFOROURDISHESWHATADVICEDOYOUHAVEFOROURSERVICEANSWERPLEASEGIVEMOREVALUABLEADVICETHATSWHATWESHOULDDOSORRYTOHAVEKEPTYOUWAITINGEXCUSEME,CANICHANGEYOUANOTHERDISHCOMFORTWORDSTHEDISHESARESOLDOUTILLPREPAREANOTHERSETFORYOUGUESTEMERGENCYDONTWORRY,ILLCALLADOCTORFORYOUTHEGUESTLOSTPROPERTYYOUDONOTWORRY,ONCEWEWILLCOMEINCONTACTWITHYOURECOMMENDATIONOURSPECIALTYISOURNEWDISHISPUSHWORDSSORRY,THEWORKINGTIMEISNOTALLOWEDTOSITSORRY,IDONTSMOKESORRY,IVEALREADYHADAWORKLUNCHFAREWELLPLEASETAKEAGOODWALKSEEYOUTOMORROWTHESECONDPARTBASICBEHAVIORISTANCETRAINING1,STANDINGISTHEBASICSKILLOFRESTAURANTATTENDANTWHENSTANDINGUPRIGHTBODY,CHEST,ABDOMEN,HEADUPEYES,MOUTHCLOSED,SMILINGFACE,ARMSDROOPINGNATURALLYORCROSSINFRONTOFTHEBODY,THERIGHTHANDONTHELEFTHAND,READYTOPROVIDESERVICESTOMAINTAINPOSTURE2KEEPYOURSHOULDERSSTRAIGHTDONTSHRUGYOURSHOULDERSANDTILTYOURHEAD3,HANDSCANNOTFORKINTHEWAIST,NOTBEHINDYOU,NOTTOHOLDINFRONTOFTHECHEST4,THEWAITRESSSTANDING,FEETSHOWED“V“SHAPE,TOEOPENINGISABOUT50,THEKNEEANDTHEHEELISTIGHT,NOTSPRADDLED5,WHENSTANDING,THEBODYCANNOTBEREELRIGHTANDLEFTSITTINGONTHETABLE,ORTHEBACKOFTHECHAIRTIREDOFSTANDINGFEETCANBETEMPORARILYUSEDFOR“ATEASE“SHAPE,BUTTHEUPPERBODYSHOULDENSURETHATINTEGRITYTHEREQUIREMENTISTHATTHEBODYSCENTEROFGRAVITYISSHIFTEDTOTHELEFTORRIGHTFOOT,ANDTHEOTHERLEGISSLIGHTLYBENTFORWARDTORELAXTHEMUSCLESOFTHEFEET6,STANDING,SHOULDPAYATTENTIONTOTHESURROUNDINGORCOLLEAGUESGREETINGCOOPERATIONSTANDALONGTIMEWITHOUTAFFECTINGTHE“SQUAD“SITUATIONTODO“TOUR“INADDITION,WHENSTANDINGTOPAYATTENTIONTOCUSTOMERS,BUTNOT“STARING“,SHOULDBEMOREFLEXIBLE7,WHENSTANDINGANDBEFULLOFSPIRIT,GENTLEANDNATURALEXPRESSION,MUSTNOTBELIKEFORLIKEAFOOL,BODYHEARTINCAOYINGHANTWO,POSTURETRAINING1GOUPANDDOWNSTAIRSTHEHEADSHOULDBESTRAIGHT,THEBACKSHOULDBESTRAIGHT,THECHESTSHOULDBESLIGHTLYTIGHT,THEHIPSSHOULDBECLOSED,ANDTHEKNEESBENT2TAKEDOWNITEMSWHENYOUTAKESOMETHINGLOWORPICKUPSOMETHINGTHATFALLSONTHEFLOOR,DONTBENDYOURBODYANDCURLYOURHIPSUSESQUATSANDKNEESTHESPECIFICWAYISTOSLIGHTLYSEPARATELEGS,ANDDONOTBOW,DONOTBENDBACK,TOSLOWLYLOWERTHEWAIST3WALKINGROUTEINTHESERVICERECEPTIONSITE,ACCORDINGTOTHEPROVISIONSOFTHEROUTETOTHERIGHTLINE,NOTWALKINGINTHEMIDDLEWALKONTHEWAYWITHTHECUSTOMERTOMEET,ANDTAKETHEINITIATIVETONODTOSALUTETHEIRWAY,NOTWITHTHEGUESTSCUTINPARALLELINAHURRYTOGOBEYONDTHEFRONTGUESTS,NOTRUNNING,TOAPOLOGIZEVERBALLY,AFTERSTEPPINGUPTHEPACEOFTRANSCENDENCE4GIFTSTOCUSTOMERSSALUTETHECUSTOMERCOMINGTOTHEOPPOSITESIDEPAYATTENTIONTOTHEFOLLOWINGPOINTS1ATTHERIGHTDISTANCE,FIRSTGAZEATTHEGUEST,THENNOD2NODANDSALUTEGUESTSATTHESAMETIME3SALUTEPOSTURESTOPORSLOWDOWNSTEPBYSTEP,SMILE,NODGENTLYANDRESPECTFULLY5PROPERGESTURESPROPERUSEOFGESTURESCANENHANCEEMOTIONALEXPRESSIONINSERVICE,GESTURESSHOULDBESTANDARDIZEDANDAPPROPRIATETALKINGWITHGUESTS,GESTURESSHOULDNOTBETOOMUCH,THEACTIONSHOULDNOTBETOOLARGE,TOGIVEPEOPLEANELEGANT,IMPLICITANDPOLITEFEELINGINGENERAL,THEPALMUPGESTUREHASASINCERERESPECTFORTHEMEANINGOFOTHERSTHEGESTUREOFTHEPALMDOWNMEANSNOFRANKNESS,LACKOFSINCERITY,ETCCLENCHEDFISTS,SUGGESTINGATTACKSANDSELFDEFENSE,ALSOEXPRESSEDANGERREACHINGOUTTOPOINTOUTISTODRAWATTENTIONTOOTHERS,INCLUDINGTHEMEANINGOFALESSONTHEREFORE,INGUIDINGTHEWAY,DIRECTIONSANDSOON,SHOULDPAYATTENTIONTOTHEFINGERSTOGETHERNATURALLY,THEPALMUPWARD,WITHTHEELBOWJOINTASTHEPIVOT,INDICATINGTHETARGET,DONTSTICKOUTTHEINDEXFINGERTOPOINTANDPOINTGESTURESALONE,ANDFACIALEXPRESSIONOFNUMBNESSORINATTENTIONISNOTPOSSIBLE,BUTALSOTORELYONFACIALEXPRESSIONSANDPHYSICALPARTSOFTHECOORDINATION,INORDERTOMAKEGUESTSFEELTHATTHISISA“EMOTIONALINPUT“SINCERESERVICETHREE,SITTINGPOSTURETRAININGFOUR,SQUATTINGPOSTURETRAININGFIVE,TURNAROUNDTRAININGSIX,DRESSTRAINING1GROOMINGKNOWLEDGEGROOMINGISIMPORTANTTOASERVICEPERSON,ANDPROPERGROOMINGWILLMAKEHIMLOOKRADIANTANDENERGETICOVERTHEDRESS,MAKEUPISNOTSUITABLEFROMAPSYCHOLOGICALPOINTOFVIEW,SERVICERECEPTIONSTAFFSHOULDNOTSHOWOFFINFRONTOFGUESTS,INAVARIETYOFOCCASIONSSHOULDPAYATTENTIONTOTHEIRIDENTITYANDCOSTUME2HEALTHKNOWLEDGEPERSONALHYGIENEREQUIREMENTSINCLUDETHEFOLLOWINGASPECTS1HAIRSHOULDBETIMELYGROOMING,HAIRSTYLESHOULDBESIMPLEANDGENEROUSMENDONOTHAVELONGHAIR,MOUSTACHE,SIDEBURNWOMENDONOTCOMBHAIR,BUTALSOPAYATTENTIONTOAVOIDUSINGTHEHAIR,BRIGHTCOLORINGENERAL,FEMALEEMPLOYEESWITHSHORTHAIRASAPPROPRIATE2INTHEWORK,INADDITIONTOWATCHES,GENERALLYCANNOTWEAREARRINGS,BRACELETS,NECKLACES,PINSANDOTHERACCESSORIES,TOWEARORNAMENTSTOSHOWTHEIRLUXURY,DELICATEANDCHARMING,WILLHAVEABADIMPACT3FIXNAILSREGULARLY,KEEPFINGERNAILSCLEAN,KEEPLONGFINGERNAILS,ANDDONOTPAINTCOLOREDNAILPOLISH4TOTAKEABATHREGULARLY,OFTENCHANGEUNDERWEAR,UNDERWEARANDSOCKS,THEBODYCANNOTHAVEKHANFLAVORTODEVELOPAGOODHABITOFMOUTHWASHOFTEN,THEMOUTHCANNOTSMELLBEFOREWORK,AVOIDEATINGONIONSGARLICANDCHIVESLIKETHEMOUTHSMELLYFOOD5PAYA