餐饮服务员培训资料全集（food and beverage waiter training materials）

餐饮服务员培训资料全集（FOODANDBEVERAGEWAITERTRAININGMATERIALS）THEHOTELINDUSTRYCOMPETITIONISMOREANDMOREBIG,THEFLOWOFTHEHOTELEMPLOYEESINTHEHOTELAREINCREASED,ESPECIALLYTHEFRONTLINESTAFFTHEPROBLEMOFANYHOTEL,ISASERIOUSTOPIC,HOWTORETAINEMPLOYEES,HOWTORETAINTHEABILITYOFEMPLOYEES,ITISALSOANIMPORTANTISSUETOHOTELMANAGEMENTTHINKINGHOTELSTAFFENTHUSIASMANDSENSEOFBELONGINGTOENHANCE,ANDNOWMYHOTELSTAFFLACKOFSENSEOFBELONGINGTOTHEHOTEL,NOENTHUSIASMFORWORKTHISISTHEROOTCAUSEOFTHEPROBLEMSOFHEALTHANDSERVICEINMYHOTELOURHOTELSHOULDMOTIVATEEMPLOYEESFORTHESEPROBLEMSINCENTIVESCANBEDIVIDEDINTOREWARDSANDPUNISHMENTSFROMDIFFERENTPERSPECTIVES,MATERIALINCENTIVESANDSPIRITUALINCENTIVESINVIEWOFTHEPROBLEMSEXISTINGINTHESERVICEANDHYGIENEOFOURHOTEL,THEFOLLOWINGSUGGESTIONSAREHEREBYPUTFORWARDHYGIENICASPECTACCORDINGTOTHECUSTOMERCANBESETFREQUENTLYEVERYSATURDAYFORHEALTHINSPECTIONTOTHEHOTEL,EACHPOSTFORHEALTHINSPECTIONBYTHEFOREMAN,FORHEALTHTODOTHEWORSTPUNISHMENTSELECTONEOFTHEBESTHEALTHWORKERSEVERYWEEK,ASAROLEMODELANDREWARDPOINTSASSESSMENTMETHODSATURDAYCHECKRESULTS,COMBINEDWITHDAILYFLOORCAPTAININSPECTIONRESULTSEACHMONTH,CHOOSEONEOFTHEBESTFROMTHEWEEKSHEALTH,REWARDTHEBESTINHEALTH,REWARDPOINTSSERVICESTHESELECTIONOF“STAROFSERVICE“EVERYWEEK,ANDREWARD,CANPLAYAROLEINENCOURAGINGEMPLOYEESTOFORMAHEALTHYCOMPETITIONSELECTONEWEEKOFSERVICESTAR,REWARDPOINTSRATINGSELECTEDBYFLOORATTENDANTBYSECRETBALLOTSELECTEDSTANDARDSSTANDSTANDARDS,PUNCTUAL,WELCOMING,ENTHUSIASTIC,COURTEOUSSERVICE,ANDCOLLEAGUESSOLIDARITYSELECTONEMONTHSSERVICESTARFROMTHEWEEKOFSERVICESTAR,SUCHASTHETHREEMONTHLYSERVICESTARDIRECTLYFORTHEMONTHOFSERVICESTARINORDERTOENHANCETHESENSEOFBELONGINGAMONGEMPLOYEES,WECANSTARTWITHENRICHINGTHECORPORATECULTUREANDENGAGINGINSOMECOLLECTIVEACTIVITIESEVERYTWOWEEKSTOENGAGEINSMALLRECREATIONALACTIVITIES,EVERYTWOMONTHSTOENGAGEINLARGESCALERECREATIONALACTIVITIESATTENDANTRESPONSIBILITIES1,THERESTAURANTSERVICEINADDITIONTOGOODPHYSICALQUALITY,BUTALSOHAVEACERTAINPROFESSIONALQUALITY,THATIS,DISHES,DRINKS,KNOWLEDGE,COOKINGKNOWLEDGE,NUTRITIONKNOWLEDGE,FOODHYGIENE,CUSTOMSKNOWLEDGE,SOCIALSCIENCEKNOWLEDGEITISANIMPORTANTGUARANTEEFORRESTAURANTSERVICE,ANDISTHEBASICCONDITIONTOIMPROVETHEEFFICIENCYANDSERVICEQUALITYOFTHERESTAURANT2,HAVEGOODCOMMUNICATIONABILITYTODEALWITHPASSENGERS,MASTERTHEPROFESSIONALSKILLS3,INTHEASSIGNEDPOSTTORECEIVEGUESTS,PAYATTENTIONTOTHEGUESTSDININGSITUATION,INTHESERVICEPROCESSTODOTHREE,LIGHT,FOURTIMES,OBEYTHEBOSSASSIGNED,PROVIDEGOODSERVICE4,INACCORDANCEWITHTHEWORKINGPROCEDURESANDSTANDARDSTODOALLTHEWORKA,THATIS,DOAGOODJOBINTHEHYGIENEFLOOR,FOOD,CABINETS,ENVIRONMENTALLAYOUT,CURTAINS,PLANTSB,CHECKTHETABLE,TOENSURETHECLEANLINESSOFTABLEWAREUTENSILS,TABLENEATC,DOTHEPREPARATORYWORKBEFORETHEMEAL,READYSOUP,BONEPLATE,SPOON,TOOTHPICK5,ACCORDINGTOTHEROUTINE,REASONABLEUSEOFGOODS,ANDGOODREGISTRATION6UNDERSTANDTHEDAILYSUPPLYOFDISHESANDDRINKSSOTHATTHEYCANBEINTRODUCEDTOGUESTS7,KEEPANEYEONTHEGUESTS,ANDFOLLOWTHEDISHES8,TRYTOHELPGUESTSSOLVEALLKINDSOFPROBLEMSINTHECOURSEOFEATING,IFNOTRESOLVED,PROMPTLYREPORTED9,TRYTOAVOIDEATINGDAMAGE,GENTLYHANDLE,WORKDUEDILIGENCE10RESPONSIBLEFORALLTHECLOSINGWORKAFTERMEALSANDCLEANINGGROOMINGREQUIREMENTSWAITERSANDWAITRESSESHAVETODEALWITHFOODANDTABLEWARE,SOMAKESTRICTDEMANDSONTHEPERSONALHYGIENEOFWAITERSSHOULDWEARCLEANUNIFORMS,BATHE,WASHHAIR,CUTNAILS,OFTENSHAVE,BRUSHTHEIRTEETH,WASHTHEIRHANDS,DONOTWEARJEWELRY,NOTMAKEUP,DONOTCOMBHAIRINFRONTOFTHEGUESTSDONOTCUTTHEEARS,NOTEETH,NOHAIR,NOYAWNING,NONOSEIFYOUHAVETOSNEEZEORCOUGH,TURNYOURBODYBACK,COVERYOURNOSEANDMOUTHWITHAHANDKERCHIEF,ANDAPOLOGIZETOTHEGUESTGIVEGUESTSADIGNIFIEDANDHYGIENICIMPRESSIONDONOTSMOKEORCHEWGUMWHILEYOUAREATWORKCOURTESY,KINDNESS,HELPFULNESS,ANDMODERATIONINSPEECHCANADDTOTHEBEAUTYOFTHEWAITERRESTAURANTSTAFFINTHESERVICEMUSTBEFRIENDLYATTITUDE,TREATPEOPLEATTITUDEMUSTBEVERYCAREFULINCASEOFANACCIDENT,WESHOULDBEARINMINDTHATWEMUSTBEPATIENTANDRESOLVEANYDISPUTESWITHASINCEREATTITUDEALLOFTHESESHOULDBEBASEDONTHEPRINCIPLEOF“CUSTOMERFIRST“STANDINGPOSTUREFRONTABDOMINALTYPEALSOCALLEDFRONTCROSSTHISISTHEFEMALESERVICEPERSONNELUSEDTHEESSENTIALSARESTANDINGPOSTURE,POSTUREANDHEAD,FACE,EYES,JAW,NECK,SHOULDER,WAISTANDOTHERPARTSOFTHESAMETYPEONTHESIDE,HEELCLOSER,TWOKNEESTOGETHER,HISHANDSCROSSEDINTHELOWERABDOMEN,RIGHTHANDONTHELEFTHAND,ARMSSLIGHTLYBENT,“END“FEELINGBACKSTYLEALSOCALLEDBACKCROSSTHISISASTANDINGPOSITIONCOMMONLYUSEDBYMALESERVICEMENTHECONCEPTISTHEHEAD,FACE,EYES,JAW,NECK,SHOULDER,WAISTANDOTHERPARTSOFTHEPOSTUREANDSIDERELEASETHESAME,SEPARATEDFROMTHELEGS,WIDTHOFTHESHOULDER,ORSLIGHTLYNARROWER,FEETEQUAL,WITHBOTHHANDSINTHEBACK,WAISTGRIPTSHAPEDORCALLED“Y“SHAPE,ISACOMMONLYUSEDSTANDINGPOSTUREFORWOMENTHEESSENTIALSAREPOSTUREANDHEAD,FACE,EYES,JAW,NECK,SHOULDER,WAISTANDOTHERPARTSOFTHESIDEPUTONEFOOTINFRONTOFTHESAMETYPE,WILLBEONTHEOTHERFOOT,HEELMEDIAL,TOESSLIGHTLYOUTWARD,FORMINGA“T“INCLINEDTOWRITE,HANDSINTERSECTINTHEFRONTOFTHEABDOMEN,THEBODYSCENTEROFGRAVITYINTHEFEETTOOTIRED,CANADJUSTTHELEGSSLIGHTLYAPART,THECENTEROFGRAVITYOFTHEBODYMOVETOTHELEFTORRIGHTAPOLITESTANCEGIVESAGOOD,ENERGETIC,CONFIDENTANDPOSITIVEIMPRESSION,SOYOUMUSTDEVELOPAGOODSTANDINGHABITINTHERECEPTIONSERVICEATTENDANTSPIRITOFCOOPERATIONRESTAURANTSTAFFMUSTBERESPONSIBLEANDRESPONSIBLEFORTHERAPIDCOOPERATION,WHICHCANMAKETHEWORKMORESMOOTHLYAWAITERSHOULDNOTONLYBEHAPPYWITHHISJOB,BUTALSOBEABLETOFINDANDUNDERSTANDTHEDIFFICULTIESOFHISCOLLEAGUESANDKNOWWHERETOHELPHISCOLLEAGUESATONCECOLLEAGUESSHOULDGRADUALLYDEVELOPATACITUNDERSTANDING,YOUCANMAKEWORKMOREEFFICIENTWAITERSHONESTYANDCOURTESYCOLLEAGUESINTHERESTAURANTMUSTRESPECTEACHOTHERANDHELPEACHOTHERFLOORSERVICEBASICCOURTESYLANGUAGESERVICESPECIFICATION,COURTESYLANGUAGEWELCOMETO“HELLO,WELCOME“2PULLCHAIRPLEASESEAT“SITDOWN,“3OPENTEA“EXCUSEME,SIR/MADAM,WOULDYOULIKESOMETHINGTODRINK“4NAPKINSTOWELS,PLEASE“5ZHENCHA“,TEAPLEASE“6ASKTHEDRINKS,WOULDYOULIKESOMETHINGTODRINK“7POURTHEDRINKS“,CANIHELPYOUPOURSOMEDRINKS“8TAKETHETEACUP,WILLYOUTAKETHETEACUPAWAY“9“THISISSOUPSOUP,PLEASESLOW“10SERVETHEDISHES“THISISVEGETABLES,PLEASEENJOYYOURMEAL“11REPLACETHEBONEDISH“EXCUSEME,ILLCHANGEABONEDISHFORYOU“12TEAAFTERDINNERUSEHOTTEA,PLEASE“13CHECKOUT“WHOWILLPAY,PLEASE“HOWMUCHISTHEPRICEAFTERTHISDISCOUNT“HOWMUCHDOYOUCHARGEANDHOWMUCHDOYOUCHARGE“14SEE“THANKYOUFORCOMING,WELCOMETOCOMEAGAIN“DONTSAY“NO“TOTHEGUESTMASTER,MASTER,GUEST,DEPUTYDEPUTYCHIEFGUESTASPECIFICSEATDININGTABLE,THECURRENTCHINESEGENERALSPECIFICATIONISMASTERSEATONTOPOFTHEMEDIAN,THEGUESTOFHONORINHISRIGHT,DEPUTYCHIEFGUESTINITSLEFTANDRIGHTOPPOSITETHEOWNEROFTHEOWNERSIDECATERINGSERVICEPROCESS1WELCOMINGGUESTSSHOULDTHESMILINGFACEWELCOMEGUEST,GENEROUSANDCORDIALGREETING“HELLOWELCOMEDOYOUHAVEARESERVATION“IFISREGULAR,SHOULDUSETHEGUESTNAMEENTHUSIASMTAKETHEINITIATIVETOHELPGUESTSWITHDRINKS,LARGEITEMSANDSOON2BANDPOSITIONTHEYSHOULDBEBROUGHTINTOTHESEATACCORDINGTOTHEDIFFERENTCIRCUMSTANCESOFTHEGUESTSARRANGEMENTSSHOULDBEMADETOMEETTHEREQUIREMENTSOFTHEGUESTS,IFTHESEATHASBEENTHEFIRSTGUESTSOCCUPIED,THEWAITERSHOULDEXPLAINTHEAPOLOGY,UNDERSTANDING,RECOMMENDOTHERSEATSTOMAKEGUESTSMORESATISFIED3PULLCHAIRTHEGUESTSCAMETOTHETABLE,THEWAITERSHOULDBEFIRSTLADIESAFTERTHEGENTLEMEN,THEFIRSTGUESTAFTERTHEGENERALORDEROFTHEGUESTSWITHBOTHHANDSTOPULLACHAIRTOGREETGUESTSSEATEDQUXIGUESTSSEATEDATTHESAMETIME,GENTLYPUSHTHESEAT,SOGUESTSSIT,SIT4QUESTIONSTEAPOURTHEFIRSTCUPOFPOLITETEAFROMTHERIGHTNOTETEAREQUIRESSEVENMINUTES,THEFIRSTLADY,THELATTERMAN,THEFIRSTGUEST,THELATTER,ANDTHENTHECLOCKWISEDIRECTIONTOSERVEGUESTSWITHTEA,DONOTTOUCHTHECUPCUPBYHANDACTIVERECOMMENDATIONFORGUESTSTOMAKECHOICES,TOBEPATIENT,CANNOTRUSH,SOTHATGUESTSHAVETIMETOCONSIDER5ORDERSWHENORDERING,RESPECTFULLYPASSTHEMENU,YOUCANNOTTHROWTHEMENUONTHETABLE,PICKUPTHEPAPERANDPENATANYTIMEIFGUESTSHESITATE,THEWAITERSHOULDBEAGOODSTAFF,WARMLYINTRODUCEDDISHES,VARIETIESANDFEATURESAFTERTHEDISHESHAVEBEENFINISHED,ASKTHEGUESTIFTHEYNEEDDRINKSORDRINKS,ORIFTHEYCANOPENTHEDRINKSFORTHEGUESTSSHOULDPAYATTENTIONTOLANGUAGEARTS,POLITEEUPHEMISM,DONOTRELUCTANTLYORRIGIDLYRECOMMENDED,SOASNOTTOCAUSEGUESTSRESENTMENTIFTHEGUESTSORDERISOUTOFSTOCK,YOUSHOULDPOLITELYAPOLOGIZEANDASKFORFORGIVENESSIFTHEGUESTORDERISNOTONTHEMENU,DONOTREFUSE,MAYSAY“PLEASEALLOWMETODISCUSSWITHTHECHEF,ASFARASPOSSIBLETOMEETYOURREQUIREMENTS“WHENORDERINGGUESTS,THEWAITERSHOULDBESMILING,THEUPPERPARTOFTHEBODYSLIGHTLYFORWARD,THEBODYCANNOTRELYONTHEBACKOFTHETABLE,YOUCANNOTPUTYOURHANDONTHEBACKOFTHETABLE,YOUSHOULDLISTENCAREFULLY,ACCURATERECORDS,TOAVOIDMISTAKES6DURINGTHEMEALSERVICETHESERVICESHOULDBEENTHUSIASTIC,CAREFULANDCONSIDERATEASTHEGUESTSZHENJIUSERVEDTOSTRESSPROGRAMFINGERSCANNOTBESERVEDWHENTOUCHINGDISHES,EACHDISHSHOULDBEREPORTEDTOTHEDISHES,INTRODUCESITSCHARACTERISTICS,SPEAKNOTSPITFLEWZHENJIUFINGERCANNOTTOUCHTHEGLASSCUP,DIFFERENTTYPESOFLIQUORSHOULDBEDECIDEDZHENJIULEVELZHENJIUREQUIREMENTSADRINKSSHOULDBEONTHERIGHTSIDEOFTHEGUEST,SLIGHTLYINCLINEDTOSTAND,SLIGHTLYBENTPOSITIONBTOTHEGUESTSASKEDWINETOASKTHEGUESTWHATLOVEWINE,THENACCORDINGTOTHEMEANINGOFWINE,WINEORDERFIRSTGUESTHOST,ANDTHENCLOCKWISEDIRECTIONGRADUALLYPOURCSPECIFICATIONPOURBEER,SODAFULLEIGHTSPICYWINEFULLNINEDWINEMETHODPOURBEER,SODACUPSLOWLYPOUREDALONGSLIGHTLY,MIXEDWINETOPOURSODAPOUREDWINEASHTRAYIFYOUFINDTHATTHEREARETWOORMORECIGARETTEBUTTS,DRAGTWOCLEANTOBACCOCUPS,TAKEACLEANCIGARETTECUPONTOP,ANDTHENTAKEITTOTHETRAY,ANDTHENPUTITBACKTOANOTHERCLEANCIGARETTECUPTHESOUP,SERVINGTHEREQUIREMENTSAFTERTAKINGOFFICEOPENEDDISHDISHCOVER,OFFERTHENAMEANDGESTURE“PLEASESLOW“NOTETHESOUPSHOULDBEASSIGNEDFORTHEGUESTS,EACHBOWLEVENLY,ANDTHENBYTHEFIRSTFEMALEMANAFTERTHEORDERTOEACHBOWLTOTHERIGHTSIDEOFTHEGUESTSONTHEMAINDISH,ASKTHEGUESTIFNEEDSTEAMEDRICEIFYOUNEED,ACCORDINGTOTHENUMBEROFCARDSDRAWNINFOODIFTHETABLEHASAFEWDISHESHAVEBEENFILLED,ANDTHENEXTDISHISNOTENOUGHWHENTHEGUESTSSHOULDSEEKADVICE,WILLBELEFTONATLEASTADISHFORASMALLDISHORWITHDRAW,ANDTHENANOTHERDISHPATROLSTATIONTHEEMPTYDISHANDEMPTYBOWLOUTREMOVETHECUTLERYTOTHELOWERTRAY,PLACETHETABLEWAREINTHEDESIGNATEDLOWERTRAYANDREMOVETHEBONEPLATEINTIMETHEREPLACEMENTMUSTBEONTHERIGHTOFTHEGUESTIFTHEGUESTISTALKING,REMINDTHEGUESTDURINGTHEMEAL,FREQUENTDRINKSAREADDEDWHENYOUHAVEFINISHEDTHELASTDISH,TAKETHEINITIATIVETOTELLTHEGUEST,“SIR/MADAM,YOURORDERISALREADYHERE“IFTHEGUESTCARELESSLYDROPSTHETABLEWARE,ITSHOULDQUICKLYREPLACETHECLEANTABLEWARE,ANDCANNOTWIPEITOUTBEFORETHEGUE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