Catering service is the core of the catering industry. Restaurant service staff have face-to-face contact with guests every day, and their service attitude, professional level, operational skills, etc. are directly tested by the guests; every smile, every word of the waiter is... It is possible to leave a lasting impression on your guests. Then I have compiled some basic polite expressions for catering for everyone to share!

Basic polite expressions for catering

1. Basic requirements for appearance, appearance and deportment of restaurant service staff

Wear the prescribed uniform during working hours. Clothes should be neat and clean, and pay attention to keeping the cuffs and collars of clothes clean. Clothes should be buttoned properly, the lining of the clothes should not be exposed, and do not roll up sleeves or trouser legs. Wear a sign card. It is appropriate for male and female waiters to wear dark leather shoes, and the color of their socks should be slightly darker than the color of their leather shoes.

　(2) Appearance

Male waiters should not have big sideburns, and the hair at the back should not grow to the collar, or beard, and should be shaved regularly; female waiters should not have long hair that reaches the shawl. . However, you must wear light makeup and are not allowed to wear any jewelry. You are not allowed to have long nails or wear nail polish. Do not wear irritating perfume.

(3) Appearance

The standing posture of restaurant service staff should be dignified and straight, reflecting grace and elegance. The sitting posture should be upright, showing the nobility and elegance of sitting. The gait should be light and steady. Generally, you should walk on the right side and do not walk in the middle, run, or compete with guests. When receiving guests, the use of gestures should be standardized and moderate. There should not be too many gestures during conversation, and the movements should not be too large. For example, when giving directions to guests, you should use the "straight arm posture" correctly, and when asking guests to enter, use the "horizontal posture" and so on. At the same time, you need to pay attention to the coordination of facial expressions and body parts when using gestures, so as not to appear too tough and cause misunderstandings to guests.

Service staff should be enthusiastic, moderate, patient and considerate during reception, be sensitive to guests' attitudes, listen to guests' opinions with an open mind, and be calm and composed when encountering problems, with reserved and generous expressions. You must have strong self-control ability to maintain a good attitude.

2. Etiquette of service personnel at the reception desk

Service personnel at the reception desk include: doormen, etiquette service personnel and leading service personnel. Before opening the restaurant, the front desk staff must understand the general situation of the restaurant and the situation of the guests who have made reservations on the day, and make good appearance, appearance and mental preparation. Before opening the restaurant, they should stand on both sides or inside the restaurant entrance so that they can look around and wait to greet the guests.

When guests arrive, greet them warmly and take the initiative to greet them. When leading guests, you should ask if they have a reservation and how many guests there are, and then guide the guests to the appropriate seats. This is mainly determined based on the guest's identity, age, etc. When guests leave after finishing their meal, they should bid farewell politely, say goodbye, and watch the guests leave.

3. Etiquette for service staff on duty

Service etiquette for service personnel on duty mainly includes service etiquette when opening dishes, ordering dishes, pouring wine, serving dishes, and dividing dishes.

When guests are led to the dining table, they should take the initiative to say hello, pull out their chairs and give up their seats, and hand them scented towels. When passing the scented towel, you can hold the scented towel with both hands and hand it to the guest. You can also use stainless steel clips to pick up the scented towel and give it to the guest.

If a guest orders a drink, the drink should be placed on the right side of the guest, and then the drink bottle cap should be opened. At the same time, you need to pay attention to holding the bottle with your right hand, exposing the trademark, holding the top of the bottle with your left hand, and slowly pouring the drink into the drink cup. It is not advisable to pour too full or too fast. When opening the can, do not point the mouth of the can toward the guest. If the guest has not ordered a drink, be sure to serve tea. Place the teacup on the tray, place it gently on the table, and turn the handle of the teacup to the guest's right hand.

If the guest has not ordered a dish in advance, the service staff on duty should stand to the left of the guest of honor, bow and hand over the menu with both hands, and ask the guest to order. When ordering, you can appropriately recommend our famous dishes to good customers. The menu is usually handed to the guest of honor, the female guest or the elderly first. The names of the ordered dishes should be recorded accurately and quickly on the menu, in duplicate, with one given to the kitchen attendant and one to the cashier for payment.

When the meal is about to start, the waiter on the desk should take out the mouth cloth of the guest of honor and the host from the water mark and hand it to them. Starting from the first dish, the waiter on the desk should pour it for the guests. First glass of wine. The order of pouring and sorting the wine is: male guest of honor, female guest of honor, starting from the left side of the main seat of honor, pouring wine one by one in a clockwise direction, and finally pouring the wine to the seat of honor.

When the host or guest of honor is toasting or speaking, the waiter should stop all activities and stand in a suitable position. When pouring wine, hard liquor should be poured first, followed by fruit wine, beer, and soda drinks.

When service staff are pouring wine, serving dishes, and dividing dishes, they should put a clean napkin on their left arm for wiping off wine or drink drops, but they should not wipe their own hands. When pouring wine, you usually hold the bottle in your right hand and the cup in your left hand and slowly pour it in. Especially for beer, when you start pouring, you should put the bottle mouth in the center of the cup and pour it in quickly. While pouring, slowly move the bottle mouth toward the cup. side, and the pouring speed also changes from fast to slow to prevent the beer foam from rising and overflowing the cup. It is generally better to pour beer with 7 parts liquid and 2 parts foam.

4. Etiquette for service staff when serving food

Food service mainly refers to serving dishes, serving dishes, and replacing tableware.

(1) Serving, cold dishes are usually served on the table within ten minutes, and hot dishes are served on the table within twenty minutes. Food needs to be served quickly, especially for lunch. The staple food is placed by the waiter on the guest's left side with his right hand. The last course is soup, and tea is served after the meal.

When serving food, you should move gently and steadily, look in the right direction, place it smoothly, and do not knock over wine glasses and tableware. There is also an art to serving food. The waiter should arrange the dishes in a coordinated pattern according to the different colors of the dishes. All fancy cold cuts, such as peacock, phoenix and other cold cuts, as well as whole chickens, ducks, and fish, should have their heads facing the guest of honor. After the food is served, the waiter takes a step back, stands firm and then announces the name of the dish.

(2) You must use a tray to serve dishes. Do not hold them directly with your hands. It is also not allowed to hold down the edge of the plate or insert your thumb into the plate. The posture of serving food should be both stable and beautiful. The specific requirement is to use five fingers and the palm of the hand to hold the dish. The tray should not go past the ears. The tray should not be too low. It is inelegant to have the edge of the tray too close to the ears and hair. You can use the other hand to support the food. holding the tray.

(3) The guest’s consent must be obtained before replacing tableware. Be careful not to knock over other new dishes or soups when replacing them. Replaced tableware should go out from the right side of the regular guests. If vegetable soup is accidentally spilled on a guest of the same sex, you can wipe it up yourself. If it is spilled on a guest of the opposite sex, you can only hand over a towel and apologize.

5. Etiquette for account service staff

Mainly includes etiquette when collecting money, paying bills, and transferring money.

After sending the details of the guest's meal to the cashier, the counter service staff must accurately and quickly mark the unit price of the food and add up the total amount. After the total is completed, when the guest has finished his meal and tea, the waiter on duty will bring the bill to the guest on a tray. He should stand to the right behind the guest responsible for paying the bill, whisper the bill, and then put the money in his wallet. Put the tray in and send it back to the counter, and send the remaining balance to the customer who paid the bill, and explain it clearly.

If the customer transfers money when paying the bill, the customer must fill in the account number and sign. The counter service staff usually sit at the counter and can wear two sleeves. The sitting posture should be elegant, comfortable, dignified and generous, with a smile on your face.

6. Etiquette for kitchen service staff

Before taking up the job, you must first clean up the working environment and personal hygiene. Kitchen counter hygiene mainly includes: kitchen counter, chopping board, knife, floor and wall hygiene. The kitchen counter must be clean, tidy and beautiful. Waiters must wash their hands thoroughly, comb their hair, tidy up their face, put on a work cap, white coat, and apron, and their work clothes must be clean. When operating, be sure to develop good hygiene habits. For example, you cannot wipe your face or sweat with your sleeves, you are not allowed to sneeze at the work site, and you are not allowed to operate or smoke while operating. Basic catering etiquette and dining service etiquette terms

1. Pass towels and tea

After the guests are seated, serve towels and tea on a tray. The delivery should be carried out in clockwise direction starting from the guest of honor. When delivering a towel, you should greet the guest: Mr. (Miss), please! When delivering tea, avoid touching the cup with your fingers and move gently.

2. Delivering menus

The receptionist should always pay attention to the guests' instructions for menus and deliver the menus in a timely manner. When delivering the menu, you should hand it from the left side of the guest with a respectful attitude. Do not throw the menu on the table or give it to the guest casually. It is very impolite to just walk away without waiting for the guest to ask. For male and female guests or couples, the menu should be handed to the lady first; for a banquet, the menu should be handed to the guest of honor, and then presented in a counter-clockwise direction.

3. Please take your order

After the menu is delivered, the waiter should wait patiently to take the order, do not rush the guests, and allow the guests sufficient time to consider their decision. Servers should be prepared for questions that guests may ask about the menu. The characteristics of each Daolai must be accurately answered and described. When a guest doesn't know what to order, the waiter should serve as a consultant and enthusiastically recommend the restaurant's special dishes, seasonal dishes, and innovative dishes. However, he should pay attention to the way and tone of speaking, observe the appearance, and consider the guest's psychology. Reflect, do not reluctantly or rigidly recommend, so as not to cause resentment to the guests. When recording the guest's order, the waiter should stand on the left side of the guest, pay attention to the standing position and posture, listen with concentration, and be ready to record at any time. If the dish ordered by the guest is not on the menu, do not refuse and say "No", but try your best to meet the guest's request. You can politely say: "I will discuss it with the chef immediately and try to meet your request, okay?" etc.; if the dish ordered by the guest is no longer available, the waiter should take the initiative to apologize, obtain the guest's understanding, and politely Guests are advised to order other dishes with similar tastes.

4. Between meals service

(1) Wine pouring service. Pouring wine must be carried out in strict accordance with specifications and operating procedures. When guests decide which drinks to choose, waiters should not take it for granted. For any wine ordered by a guest, before opening the bottle, the waiter should hold the bottom of the bottle with his left hand and the neck of the bottle with his right hand, with the label facing the guest, asking him to identify it. This mainly contains three meanings: one is to show respect for the guests, the other is to check whether there are any errors in the wine selection, and the third is to prove that the quality of the product is reliable. The amount of wine you pour depends on the requirements of each type of wine. For example, when pouring white wine, you usually fill the glass eight-fifths full, which is 3/4 of the glass; when pouring red wine, you generally fill only 2/3 of the glass, because the red wine glass is larger than the white wine glass, so it is not advisable to fill it too full at one time; when pouring champagne, you should pour it into two glasses. , first pour 1/3, wait until the foam subsides, then pour to 2/3 or 3/4; when pouring beer or other sparkling wine, because of the large amount of foam, it is easy to overflow along the wall of the cup. In addition, the pouring speed should be slow, you can also pour it in two times or let the beer flow into the cup along the inner wall of the cup. The order of pouring wine is first the guest, then the host, and then proceed in clockwise direction. When pouring wine, the mouth of the bottle should not touch the mouth of the cup, and do not hold it too high to avoid spilling the wine. Do not stand in the same position and pour wine for two guests at the same time.

(2) Serving service. Serving dishes should be placed on the table with both hands from the left side of the guests. It is best to do it between the escort or interpreter, not between the guest of honor and the host, so as not to affect their meal. When serving the dishes, state the names of the dishes. If necessary, briefly introduce the flavor characteristics, allusions, eating methods, etc. of the dishes, and then invite the guests to taste them. For example, if the food served is soup dumplings, some customers do not know the correct way to eat them. If they pick up the soup dumplings and put them into their mouths, they may be burned by the soup in the dumplings. Therefore, the waiter needs to explain it first. It is also necessary to master the timing of serving dishes and follow certain serving procedures, and flexibly control them according to the requirements of the guests and the speed of the meal. You can neither just serve the dishes, causing clutter on the table; nor can the intervals be too long, causing An embarrassing situation, resulting in dissatisfied guests and affecting service quality.

(3) Dishes service. Dishes for high-end banquets should be distributed in the order of the male guest of honor, then the female guest of honor (general banquet banquets follow the female guest of honor, then the male guest of honor), then the host and general guests. When dividing dishes, you should pay attention to the high-quality parts of the dishes to the guest of honor or other guests, and control the portions and distribute them evenly.

(4) Tableware replacement service. In order to reflect the elegance of Lai cuisine, to highlight the flavor characteristics of the dishes, and to maintain the cleanliness and elegance of the tabletop, the tableware needs to be replaced many times during the meal. Important banquets require changing plates every time a dish is served, and for general banquets, the number of plate changes should not be less than three times. When replacing tableware, pay attention to whether the guests have finished eating (for Western food, check whether the knives and forks have been closed and placed side by side). If you are not sure, you should ask softly, "Excuse me, is this still necessary?" It is very impolite to remove the utensils while eating. Be gentle when loading and unloading tableware, and if you use a tray, do so gracefully and neatly.

(5) Active service. During the entire dining process, waiters should proactively provide guests with corresponding services to meet their needs. The so-called proactive service means that the waiter can realize and provide timely help through various signs (expressions, gestures, postures, etc.) shown by the guest when he or she needs help before the guest opens his mouth.

For example, if a guest stands up or looks around during a meal, it means that the guest has something to ask for help or to ask, and the waiter should take the initiative to help; if the guest picks up and puts down the teapot, the waiter should take the initiative to add more tea; the guest holds the cigarette in his mouth and uses both hands to When touching the pockets, the waiter should take the initiative to help light the fire; if he finds that the guest has dropped his chopsticks on the ground, he should step forward and replace them with clean chopsticks, etc. Basic catering etiquette terms

1. British style service (british style service)

British style service is also called family-style service and is mainly suitable for private banquets.

The waiter takes out the cooked food from the kitchen, puts it on a large plate and delivers it to the owner together with the hot empty plate. The owner cuts the main ingredients and divides them into plates. The waiter acts as the owner's assistant. The assistant brings the dishes divided by the host to the customers one by one.

Various condiments and side dishes are placed on the dining table, and customers can pass them to each other as needed. Customers, like attending a family banquet, eat by themselves after receiving the dishes. Waiters sometimes help hosts cut food, so they must have skilled cutting skills and satisfactory plating skills.

The atmosphere of British-style Western food service is very lively and saves manpower, but the pace is slower. It is mainly suitable for banquets and is rarely used in popular Western restaurants.

2. American style service (american style service)

American style service is also called "plate service". The food is all from the kitchen? Coughing and sputtering? ⒎ Straight shears and argon serving soup? Sha? Bibi ellipse Liao Tatuan? Benyo yong buttocks bad scratches are also high? Classes are still suspended? Well Tao Poyou is also silent.

American-style Western food service is simple and clear, fast, and has low labor costs, which is conducive to using a limited number of service personnel to serve a large number of customers. It is often used in various banquets and is also a very popular service method in Western restaurants.

3. Buffetservice