Instructions for qualified floor managers of Chinese restaurants

1. A Chinese restaurant is a restaurant that provides Chinese dishes, drinks and services. The sales methods of a Chinese restaurant include a la carte meals, group meals, and banquets. etc., to achieve standardized services, standardized layout, and standardized operations.

2. In the breakfast service of the Chinese a la carte restaurant, the waiters must patrol frequently, pour water, change ashtrays and clean the countertops frequently.

3. When filling in the menu, the waiter on duty should introduce the characteristics of the dishes and help the guests choose the special dishes of the restaurant, especially the innovative dishes, seasonal dishes and special dishes recommended by the chef that day.

4. When serving shelled foods such as shrimps, crabs and other vegetables, you should put a towel and a hand washing cup with half a cup of warm black tea in the hand washing cup.

5. There are usually three main reasons why guests ask for additional dishes: first, the food is not enough, second, they want to buy food to take away, and third, they particularly appreciate a certain dish and want to eat another one.

6. When the guest presents the hotel's "room card" and room key to request a signature, the receptionist should ask the guest to fill in the room number and his or her signature on the bill.

7. Restaurants that accept credit card payments should conduct security checks at any time, that is, check the "cancellation list" provided by the credit card issuing company.

8. After the dining guests leave, the countertops should be cleaned immediately, the restaurant environment should be kept clean, and "three cleans should be kept clean", that is, the countertops should be clean, the floor should be clean, the workbench should be clean, and no food should be left in the restaurant. Food, no trash.

9. Banquets have the characteristics of large number of diners, high consumption standards, wide variety of dishes, warm atmosphere, and exquisite reception services.

10. When displaying cold dishes, according to the variety and quantity of the dishes, pay attention to the distribution of the tones of the dishes, the combination of meat and vegetables, the combination of colors, the combination of flavors, the pros and cons of the dish types, and the reverse direction of the knife edge. , the distance between dishes.

11. Wine is a stimulating beverage containing ethanol made by fermenting starchy or sugar-containing substances such as grains and fruits.

12. Strictly speaking, Chinese wine is only divided into white wine and rice wine. Wine and beer are imported from foreign countries.

13. According to its color, beer can be divided into white beer, yellow beer and dark beer. According to its processing procedures, it can be divided into draft beer and cooked beer.

14. Medicinal wine is a kind of wine with medicinal value made by brewing or brewing with liquor as the base wine, adding a variety of Chinese medicinal materials.

15. China’s No. 1 liquor is Moutai, which has a Maotai aroma and is produced in the Maotai Town Distillery in Renhuai County, Guizhou Province.

16. The representative of my country's light-flavored wine is Fenjiu wine. This wine has the characteristics of clear and transparent liquid, aromatic smell, pure taste and sweet taste. It is known as the "three unique features" of color, aroma and taste. "The good name.

17. The wine brewed using the high-quality drinking water of "Beauty Spring" and high-quality sorghum as raw materials is Yanghe Daqu, which is made from the fermentation of the old cellars in the "Millennium Laojiao Wannian Zao" It is a special song from Luzhou.

18. The three major beverages in the world are coffee, tea and cocoa.

19. The country with the largest coffee production in the world is Brazil, followed by Colombia.

20. There are many black tea drinkers in Fujian, Guangdong, Guangxi, and Yunnan. Green tea is more common in the Jiangnan area. Tibet, Xinjiang, Inner Mongolia and other remote areas are accustomed to drinking pressed tea brick tea.

21. In the history of winemaking, wine in Western countries has developed mainly from three aspects. One is the brewing and distillation of grain and fruit wines; the other is the preparation of wine; and the third is various sweet wines. Preparation of wine and herbal liqueurs.

22. The so-called spirits refer to distilled liquor. There are many types. According to the raw materials used and the production and drinking habits of various countries, they can be divided into grape distilled liquor, grain distilled liquor and mixed fruit liquor. Distilled liquor. But in restaurants, bars and sales departments, it is customary to divide spirits into six categories: gin, brandy, whiskey, vodka, rum and tequila.

23. Gin is also called gin. It was first produced in the Netherlands and became world-famous after being produced in the UK. It is the world's largest category of spirits.

24. Brandy is made from grapes and distilled from wine.

25. France is the world's leading brandy producer, among which the brandy produced in the Cognac region is the most mellow and best. Some people call the brandy from this region "Cognac".

26. Whiskey must be stored for at least 8 years. The best quality finished wine is the one stored for 15-20 years. The quality will decline after 20 years.

27. The most famous and representative whiskeys in the world are Scotch whiskey, Irish whiskey, American whiskey and Canadian whiskey.

28. According to the brewing method of wine, it can be divided into distilled wine, brewed wine and prepared wine.

29. Tsingtao Beer is produced in Qingdao Brewery, Shandong Province, with an alcohol content of 3.5 degrees and a wort concentration of 12 degrees.

30. The sensory points of various wines, including flavor, aroma and taste.

31. Brewed wine can basically be divided into four categories, namely table wine, sparkling wine, enhanced wine and aromatic wine.

32. The prepared wines in the world can be divided into three categories, namely aperitifs, dessert wines and liqueurs.

33. When making cocktails, you should pay attention to the fact that the production of a perfect drink often requires the cooperation of three aspects, namely the selection of ingredients, the use of decorations, and the appropriate use of cups.

34. Various bars can be divided into internal supply bars, external service bars and comprehensive bars according to the nature of their services.

35. An excellent waiter, in addition to loving service work and possessing skilled service skills and business knowledge, should also have good service attitude, conversational manners, observation and communication skills.

36. When talking to customers, waiters must stand, look at each other, and speak gently and patiently to show respect.

37. Waiters must be flexible and adaptable, and be able to skillfully apply established principles and procedures to resolve emergencies.

38. Waiters should establish good relationships with managers, colleagues and guests, and strive to maintain safe, effective and successful service to facilitate the operation of the restaurant.

39. When the waiter is standing, his hands are folded behind his back or placed on the seams of his pants (for male waiters) or his hands are held in front of his abdomen (for female waiters). The legs are close together, with a fist in the middle.

40. The quality requirements of catering service personnel include service attitude, language and conversation, code of conduct, appearance, personal hygiene, etc.

41. The waiter should pay attention to the language and conversation: the greetings should be standardized, the use of salutations should be appropriate, and the phone language should be particular.

42. Under the leadership of the foreman, the receptionist should do a good job in restaurant service, meal opening, preparation, cleaning and other tasks.

43. Catering service skills include trays, wine pouring, table setting, serving, dividing dishes, napkin folding, etc. Learning and mastering and skillfully applying these basic skills are necessary for good catering services. condition.

44. When loading pallets, the items on the pallets should be arranged neatly, in an arc or in horizontal and vertical rows.

45. When gently supporting the tray, the left hand naturally bends to a 90-degree angle, and the palm naturally forms a concave shape.

46. When supporting the tray, make sure that the bottom of the tray does not touch the shoulders, the front of the tray is not close to the mouth, and the back of the tray is not bent.

47. When performing heavy support operations, the three words must be smooth, stable and loose.

48. The technical requirements for pouring wine are relatively high. It must be done without dripping or spilling, and even a little without spilling.

49. The order of serving dishes in Western food is first the guest, then the host, first the female, then the male, that is, in the order of the guest of honor, the host or the female guest of honor, the host, the male guest of honor, and then other guests.

50. When folding napkins, you should flexibly control it according to the specific situation, and strive to be simple, fast, neat, and beautiful.

51. According to the appearance of napkin folded flowers, they can be divided into three categories: animals, plants, and real objects.

52. There are three ways to divide dishes at a Chinese banquet: table sharing, two-person cooperation, and side table.

53. Western banquet tables mostly use long tables, while Chinese banquets mostly use round tables.

54. Western-style banquets use a lot of wine, and almost every dish is accompanied by a kind of wine. You should pour the wine first and then serve the food.

55. The basic skills of napkin folding include folding, pushing, rolling, threading, grasping, turning, pulling, breaking, pinching, etc.

56. The table setting for Chinese casual meals is divided into two types: standard rice and a la carte.

57. The order of serving Chinese food is: cold dishes, hot dishes, soup, snacks, and fruits.

58. When serving Chinese food, you should place the dish sideways in the center of the turntable from the gap in the third seat next to the host's seat. In Chinese food service, the "right up and right down" method is advocated, which is not only convenient to operate, but also in line with the conventions of catering services in various countries.

59. Characteristics and tasks of a la carte restaurants: The main task is to receive sporadic guests for dining; the characteristics are that there are many and mixed guests, the number of guests is not fixed, the taste requirements are different, and the arrival times are staggered, thus causing fluctuations in the reception of the restaurant The workload is larger, the workload is larger, and the business hours are longer.

60. Service procedures for lunch and dinner at midnight: pre-meal preparation, reception service, taking orders, serving service, inter-dinner service, checkout and collection, warm farewell to guests, and end of work.

61. The characteristics of group meal packages: large number of people, large differences in tastes, fixed dining standards; relatively fixed meal times, and prompt service requirements.

62. Preparations before the banquet: grasp the situation, clarify the division of labor, arrange the banquet, familiarize yourself with the menu, prepare items, lay the dining table, and arrange cold dishes

63. Chinese banquet service Basic links: preparation work before the banquet, reception work before the banquet, dining service during the banquet, and closing work at the banquet.

64. How much should the waiter know about the menu?

The waiter should be familiar with the banquet menu and the flavor characteristics of the main dishes, so as to be mentally prepared to serve, distribute dishes and answer guests' inquiries about the dishes. At the same time, you should understand the service level of each dish to ensure accurate and error-free service. For the menu, you should be able to accurately name each dish, accurately describe the flavor characteristics of each dish, accurately tell the condiments of each dish, and accurately know the preparation method of each dish. Able to serve every dish accurately.

65. What aspects should be paid attention to in the custody and storage of various types of wine?

All types of wine should be stored according to their characteristics. Store white wine, champagne, and sparkling wine in cold storage, and store red wine in a dedicated wine warehouse. Their normal storage temperature is generally greater than 10-14 degrees Celsius. Avoid excessive light or direct exposure to the wine bottles, and avoid placing other than alcoholic beverages in the wine warehouse. of debris to prevent odor contamination.

When storing wine with a strength of no more than 14 (V/V), the wine bottle should be placed flat with the label facing upwards to allow the cork to be soaked and expanded by the wine liquid to isolate the air for the purpose of anti-corrosion.

For distilled wines, most bottles need to be placed upright to facilitate the evaporation of the liquid in the bottle, thereby reducing the alcohol content and improving the quality and style of the wine.

66. Please write down the degree of aging of the brandy and the symbols on each label* * 3 years old* * * 4 years old* * * * 5 years old* V.O 10-12 years old, higher grade* V.S.O. 12-20 years old, special grade* VSOP 20-30 years old, special grade* Napoleon 40 years old* XO 50 years old* X 70 years old

67. What are the main categories of Chinese liquor? How many fragrance types? What wine is each represented by? Where do they originate?

(1) Moutai wine with soy sauce and fragrant aroma Maotai Town Distillery in Renhuai County, Guizhou Province

(2) Fenjiu wine with fragrant aroma Xinghua Village Distillery in Fenyang County, Shanxi Province

(3) Wuliangye strong aroma, Yibin Wuliangye Distillery, Yibin City, Sichuan Province

(4) Dong Liquor mixed aroma, Dong Liquor Factory, Zunyi City, Guizhou Province

(5) Sanhua Liquor rice aroma Type Guilin Sanhua Co., Ltd.

68. Cocktail preparation method: use a cocktail shaker, use a cocktail cup, use a blender, and use the floating method.

69. Bar service procedures: pre-opening preparations, wine delivery service, bartending service, checkout service, and end of work.

70. Code of conduct for restaurant waiters: (1) Be polite and act reasonably; (2) Maintain personal cleanliness; (3) Be punctual and have a sense of time; (4) Care for colleagues and be happy Help others, have cooperation and team spirit, and maximize their role to achieve the same goal; (5) Be flexible and adaptable, and be able to skillfully use established principles and procedures to solve emergencies; (6) ) Have good language expression skills; (7) Understand leadership intentions and obey leadership; (8) Cultivate work interest and develop your potential; (9) Establish good relationships with managers, colleagues and guests, and strive to maintain safety and effectiveness , successful service to facilitate the operation of the restaurant.

71. Order of removal: first collect porcelain, such as dinner plates, soup bowls, spoons, etc.; then cashiers, knives, chopsticks, etc.; and finally collect small square towels, napkins, and glass wine sets. Remove channels one by one in order.

72. The general principles for selecting napkin patterns: (1) Choose the pattern according to the nature of the banquet; (2) Choose the pattern according to the scale of the banquet; (3) Choose the pattern according to the cold combination of colors and colors. (4) Choose the flower type according to the season; (5) Choose the flower type according to the guest’s identity, religious beliefs, customs and hobbies; (6) Choose the flower type according to the guest’s seat arrangement.

73. The basic requirements for restaurant table setting: tableware patterns should be aligned, evenly spaced, neat and beautiful, clean and generous, and provide guests with a comfortable dining location and a set of necessary dining utensils.

74. Seating arrangements for a banquet: arrange the tables according to the number of people attending the banquet, and reasonably determine the position of each table; highlight the main table, and open a main passage in the banquet hall to facilitate the movement of guests and waiters ; Determine the corresponding seats according to the identities of the guests and hosts attending the banquet.

75. What to do if a waiter accidentally soils a guest's clothes: Apologize sincerely to the guest and try to clean it for the guest. (Male waiters cannot scrub female guests, but should ask other female waiters to do it for them or ask the guests to do it. Scrub yourself) If conditions permit and possible, guests' clothes will be sent to the laundry department for cleaning for free.

76. What to do if a guest has booked a banquet but has not arrived after the meal time: (1) Contact the banquet sales department immediately to find out whether the guest has canceled the banquet or postponed the banquet; (2) If so If the banquet is delayed, notify the kitchen immediately; (3) If the banquet is cancelled, claim compensation from the organizer in accordance with regulations.

77. Handling of valet ordering: When guests ask the waiter to order on their behalf, the receptionist should carefully consider, observe carefully, and use the methods of seeing, listening, and asking to understand the guests. Make reasonable and appropriate arrangements according to customs, eating habits, specific number of people, consumption levels and taste requirements. "Seeing" means looking at the age, gender, attitude, behavior and emotions; "listening" means judging the nationality and region by listening to the accent, and then recommending corresponding dishes based on the dietary characteristics of the region and ethnic group.

"Ask" means asking guests what specific requirements they have. When choosing dishes, those with religious beliefs should respect their taboos. After the variety is decided, the variety, specifications, and prices of the dishes should be explained to the guests. Only after the guests agree can the ordering notice be issued and entered into the kitchen.

78. What to do when a guest requests to order a dish that is not on the menu: When dealing with this kind of situation, you must first ask the chef whether the dish can be made. If the kitchen has the ingredients, the chef is willing to cooperate. , the guests’ requirements should be met throughout the day; if the kitchen does not have the raw materials temporarily and cannot be cooked immediately, the cooking time should be explained to the guests, or the guests should make a reservation.

79. How to deal with guests who have opinions about the quality of dishes: When guests have opinions about the quality of dishes, they should think calmly and take it seriously. If there are indeed quality problems with the dishes, they should immediately apologize to the guests and ask for compensation. With the approval of the supervisor and the assistance of the production department, immediately change another dish of good quality to serve to the guest, or suggest the guest to change the dish to a dish with a similar taste. If the guest is indeed making trouble out of nothing and is making trouble without reason, the supervisor or manager should be reported to them and asked to deal with it.

80. What to do when the dishes ordered by the guests are sold out: The dishes ordered by the guests have been sold out. You should inform the guests in time, apologize to the guests, and then ask the guests for their opinions on whether to change the dishes. If a guest expresses that he or she wants to change to a new dish, he or she should take the initiative to introduce some similar or simple dishes that can be served quickly. At the same time, fill in the menu quickly and let the kitchen cook the dishes for the guests as quickly as possible.

81. How to deal with guests who have doubts about the bill: The waiter should ask the guest to wait for a moment and go to the checkout to check. If it is indeed a hotel error, he should sincerely apologize to the guest and cross it out from the menu. If there are any excess accounts, please ask the guest to pay; if the bill is correct, the waiter should bring it to the guest and say: "Sir, after checking, no errors were found in the bill. Would you like to check it yourself?" Wait for the guest to check that it is correct. Then ask the guest to pay, sincerely thank the guest, and welcome the guest to come again. If a guest is making trouble unreasonably, the supervisor or manager should be asked to resolve the matter.

82. How to order drinks for guests: (1) When ordering drinks for guests, you should stand on the right hand side of the host or in an appropriate position and ask the guests what drinks or drinks they want; (2) When When guests hesitate or ask about the drinks and wine we have, we should immediately recommend the types of drinks and wine provided by the restaurant to the guest; (3) When introducing the types of drinks and wine, there should be a pause in the middle to allow the guest to introduce us There are opportunities to consider and choose the varieties; (4) Repeat the drinks, types and quantities ordered by the guests for confirmation; (5) Finally, politely ask the guests to wait and provide the guests with drinks as soon as possible , drinks.

83. How to serve red wine to guests: (1) Red wine should be placed in a wine basket or wine rack, stored at room temperature, and should not be shaken to avoid affecting the quality of the wine; (2) If the guest needs it, he should carefully bring it to the right hand side of the host together with the wine basket or wine rack (the trademark on the wine bottle faces outward), and let the guest sign; (3) After the guest approves, put the wine bottle together with the wine basket or wine rack. Put them together in the appropriate position on the table, and you are ready to open the bottle; (4) See the next question for the steps to open the bottle.

84. Steps when opening red wine: (1) Before opening the bottle, hold the bottle and show it to the guests; (2) First wrap the wine bottle with a clean napkin, and then peel off the tin foil from the mouth of the bottle. , and wipe it clean, turn the spiral cone used for wine auger into the bottle stopper, slowly pull out the bottle stopper, and then use a napkin to wipe the bottle mouth clean; (3) During the bottle opening process, the action should be gentle to avoid shaking. When the wine is bottled, the dregs at the bottom of the bottle will rise, affecting the taste of the wine.

85. How to handle guests who bring their own wine to the restaurant: (1) Explain to the guest that the restaurant must charge a corkage service fee according to regulations; (2) After obtaining the guest’s consent, set out the corresponding wine glasses for the guest ; (3) Provide supporting services to guests. For example, whiskey and other wines should be served with ice cubes, and wine with rice should be heated.

86. What to do if a guest's wine glass is knocked over: When a wine glass is knocked over due to careless operation, you should apologize to the guest, lift the glass immediately, and check whether it is damaged.

If it is damaged, replace it with a new one immediately; if it is not damaged, quickly put a clean napkin on top of the wine stain, then put the wine glass back to its original position and refill the glass; if a guest accidentally breaks or knocks the wine glass over, The receptionist should also do the same; if the guest's clothes are soiled due to the fault of the waiter, the guest's clothes should be wiped clean with a clean towel. If the stain cannot be wiped clean, the guest's clothes will be washed free of charge with the guest's consent; (Male Waiters should not scrub female guests and should ask a waitress to do it for them).

87. A high-end banquet is a banquet that uses delicacies from the mountains and seas or local specialties as raw materials, and is composed of dishes carefully prepared by famous chefs.

88. Formal banquets are usually banquets held by relevant departments such as governments and groups to welcome invited guests, or for visiting guests to thank the host.

89. A state banquet is a formal banquet held by national leaders or heads of government for national celebrations or to welcome visiting foreign heads of state or government.

90. A banquet is a grand and formal catering event held to express welcome, gratitude, congratulations, celebrations, etc.

91. A casual banquet is mostly used to entertain familiar relatives and friends. It is an informal banquet.

92. Reception is a flexible, convenient, economical and affordable form of banquet. Common ones include buffet, cocktail party and tea party.

93. An ordinary banquet is a banquet composed of dishes made from general raw materials such as pigs, cows, sheep, chickens, ducks, geese, poultry eggs, and aquatic products.

94. Cocktail party Cocktail party is a popular way to socialize and entertain. Mainly serving a variety of drinks, it also provides simple snacks, snacks and a small amount of hot dishes. Generally, there are no seats.

95. The buffet is a standing buffet with no rows of seats. The food provided is mainly cold meals, as well as hot dishes.

96. A bar mainly sells various alcoholic beverages and drinks, and also sells various snacks to accompany alcohol. It is also a place for guests to discuss business, chat, and have fun.

97. The in-room mini bar is a hotel that places refrigerators and bar equipment in guest rooms to prepare various drinks. Guests can drink at will at any time. The guests themselves fill in the counting form and notify the general service tower.

98. Cocktail is an ice-cold alcoholic drink made from two or more kinds of wine or wine mixed with fresh fruit juice.

99. Distilled liquor is obtained from fermented plants or food crops through the distillation process, and usually its alcohol concentration is not less than 24 (V/V).

100. Black tea is a kind of tea that has been processed by withering, rolling, fermentation, drying and other processes.

101. Catering service is the sum of a series of behaviors of catering staff in providing food and beverages to dining guests.

102. A la carte restaurants are restaurants where guests can order and pay by themselves. They usually have separate tables and accept reservations.

103. In-room dining refers to the service provided by the hotel to meet the guest's request due to their living habits or special requirements.

104. Front desk Service refers to the service provided by waiters to guests face to face in restaurants, bars and other catering facilities.

105. Take-out service means that the hotel sends people to provide banquet services to guests at their residence or designated location.

106. Pre-control of catering services refers to all management efforts made before the meal is started so that the service can achieve the predetermined goals.

107. On-site control of service quality refers to supervising the on-site catering services, making them standardized and procedural, and handling unexpected events quickly and properly.

108. Feedback control of catering service quality refers to identifying deficiencies in service work in the preparation and execution stages through feedback of quality information, taking measures to strengthen pre-control and on-site control, improve service quality, and make Guests are more satisfied.