Language skills
1. Sell before placing an order for the first time (using an alternative method), such as "Mr./Ms. or boss: Good evening! What would you like to drink? Do you want to drink foreign wine? Or red wine?" (Assuming the guest chooses foreign wine, then...) "Would you like to drink brandy? Or whiskey?" Pay attention to the details:
A. Observe the guest's reaction. , regarding the number of consultation points, if the guest is hesitant, you should help the guest make up his mind and actively guide the guest;
B. Do not ignore female guests or ladies, and introduce them enthusiastically and proactively;
B. p>
C. Repeat the items ordered by the guest to avoid mistakes. Example: "Sir/Ms., you ordered ×××, right? Please wait a moment, I will deliver it soon..."
D. After the drinks are confirmed, you need to further promote and introduce some kitchen snacks in a consulting tone: "Sir/Ms., do you want some snacks with wine?" "×× tastes good, it's from us Do you want to try the company’s specialty snacks? ”
2. Pay attention to details during sales
① Do a good job of countertop hygiene in a timely manner, collect empty wine bottles and pots, and store the remaining drinks in When you have just finished drinking (do not wait until you finish drinking), ask the guest again: "Sir/Ms., would you like another bottle of wine or half a dozen (one dozen) bottles of beer?"
②. Pay attention to whether the lady has finished her drink. If she is almost finished, perform the second promotion;
③. Make special introductions to special guests, for example:
1) Women Friends: coconut juice, fresh milk, ice cream, etc.;
2) Guests who are drunk or drink too much: ginseng tea, lemon honey, hot fresh milk;
3) Guests who have a cold ;Cola pot with ginger.
(3) Coordination of body language:
When speaking to guests, look at each other to show respect, kneel slightly with your upper body slightly tilted, try to speak as close to the guest as possible, and do not be too far away. When the guest speaks, nod in agreement at any time to show that you heard clearly. If you can't hear clearly, say: "I'm sorry, please say it again."
(4) How to use sales and marketing methods to achieve high sales profit?
1. Memorize the guest's name and his hobbies so that you can introduce them easily when you come back in the future and increase your confidence.
2. Be familiar with beverages and drinks, and understand the quality and taste of the food and drinks being promoted.
3. When the customer cannot decide what they want, provide them with suggestions, introduce high-priced, medium-priced, and low-priced styles for the customer to choose, and promote different drinks according to the customer's different status.
4. Keep pouring wine for guests.
5. When collecting empty cups and plates, you should politely ask the guests if they need anything more.
6. If there are many men, various alcoholic beverages should be promoted, while for women, beverages should be promoted. For children, various foods and beverages suitable for them should be promoted.
7. Promote sales based on customer preferences.
8. Carry out various methods of promotion according to different types of customers, which can be roughly divided into:
a Family type;
b Friends gathering;
c Birthday celebration;
d Business entertainment, treat;
e Company party;
f Lover’s date.
9. Promote various snacks according to the various drinks used by the guests;
10. Promote the food according to the dietary characteristics of the guests from different places and different nationalities.
2. Service operation skills
(1) Tips for lighting cigarettes for guests
1. Each employee must wear a lighter and adjust the flame to medium heat Just follow the procedure;
2. When a guest takes out a cigarette, the "smoke starter" must be done so that the guest has a "supreme" feeling and enjoys first-class service.
3. Guests who are addicted to cigarettes should seize the opportunity to pick up the cigarettes on the guest's table, gently pop one out, present it to the guest with both hands, and signal the guest to use it. When the guest takes out the cigarette, immediately offer it to the guest. The guests light the fire.
(Note: When lighting a cigarette, hold the lighter in your right hand, make a flame, put the five fingers of your left hand together, and naturally bend your fingers slightly to protect the outside of the flame, and offer both hands to the guest to light the cigarette.
(2) Tips for handling various types of tableware
1. Prepare service trays that are clean and free of foreign objects.
2. Any tableware used to serve guests must be placed on a clean serving tray and delivered to the guest's table with the left-hand tray to serve the guest.
3. No matter when setting up the table, removing the table or serving guests, when holding a glass, you are only allowed to hold the corner or bottom of the glass. Avoid touching the mouth of the glass with your hands. Use a little finger pad when placing the glass. At the bottom of the cup, place it gently on the countertop to avoid the collision sound between the cup and the countertop.
4. When holding a plate, hold the edge of the plate.
5. When taking ice, use an ice shovel or ice tongs. It is strictly forbidden to use glassware to take ice directly from the ice machine.
6. When serving food to guests, do not touch the food directly with your hands.
7. When holding knives, spoons and other tableware, use your thumb and index finger to hold the handles!
(3) Tips for replacing ashtrays
1. Prepare a clean, disinfected, and undamaged ashtray and place it in the tray.
2. Stand on the right side of the guest and signal to the guest, saying: "Sorry, excuse me."
3. Large crystal ashtray, cover the ashtray directly with a clean paper towel , bypass the food, pour it into the trash can, wipe it clean, then bypass the food and put it back in its original place.
4. When replacing the ashtray and there are still half burning cigarette butts, the guest must be consulted as to whether it can be replaced. (Note: There is a small cigar in the ashtray. You must ask the guest if he needs it.)
5. Do not pick up fallen cigarette butts with your hands. If necessary, wash your hands immediately.
6. There should be no more than three cigarette butts in the ashtray on the guest table.
7. Hold the tray with your left hand, take out a clean ashtray from the tray with your right hand, cover the ashtray on the table, press the upper ashtray with your fingers, and then pinch the lower ashtray with your thumb and middle finger. Pick up the dirty ashtray and put it in the tray, then put the clean ashtray on the table.
(4) How to use pallets and techniques
1. Preparation of pallets:
A. The pallets must be clean and undamaged
B. Use a clean folded towel when serving to avoid slipping.
2. Use tray skills correctly
a. Open the five fingers of your left hand and keep your palm free.
b. Bend your arms at 90 degrees, with your elbow and waist one punch apart.
c. Stand tall, look forward, and smile.
d. When walking, the five fingers of the left hand should be balanced with the heel of the palm, and the right arm should swing naturally.
3. Tips for placing items:
a. Place tall items on the inside and low items on the outside.
b. Place heavy items in the middle and light items on both sides.
4. Things to note when walking:
a. Walk lightly and slowly, and the swing range of your right hand should not be too large.
b. Do not compete with guests, but give way when meeting them;
c. If an accident occurs, such as the wine slipping from the tray, do not scream and deal with it calmly. Immediately ask colleagues to take care of the scene and clean up as soon as possible.
d. The right hand is used to assist in opening the door or serving guests.
e. When using a tray to deliver items to the room, the tray cannot be placed flat on the table. A distance of 30 cm from the table should be maintained.
f. When taking back the empty tray, hold the edge of the tray with your right or left hand and walk upright close to the edge of your pants (the bottom of the tray is outside). Do not play with the empty tray.
(5) Tips for wiping glass
(1) Preparation: Prepare an ice bucket of boiling water, a clean cup cloth, and a clean round tray to put the cleaned glass of water taken out from the dishwasher.
(2) Wiping:
A) Hold the corner of the cup cloth with your left hand, wrap the corner of the cup, place it over boiling water to fumigate, so that water vapor is generated on the wall of the cup.
B) Hold the cup towel with your right hand, stuff it into the cup, use both hands to help the cup rotate, and wipe the corners, arms and rim of the cup.
C) Do not use too much force when wiping to avoid breaking the glass.
D) After wiping is completed, check the cup against the light to ensure that it is not damaged, stained or water-stained.
(3) Storage:
A) Still hold the corner of the cup with your hands.
B) Place the cup mouth upwards and place it on the tray again. If it is not in use temporarily, place the cup mouth downwards.
(6) Hot towel service skills
Soak the prepared towels with water, wash them, and disinfect them before opening. Roll the towel into a small cylindrical shape and put it in the towel cabinet. When the guest needs a hot towel, half-kneeling, hold the towel basket in the left hand and use the towel clip in the right hand to hand the towel to the guest. Note that the towel roll handed to the guest is not allowed to be opened. When the guest uses it, he will hold the towel basket with his left hand in a half-kneeling position and use a towel clip with his right hand to clamp the used towel and put it back into the towel basket. Send the used towel to the designated department for cleaning. and disinfection.
(7) Service skills for birthday guests (birthday cake service)
1. If the guest needs to order a cake, be sure to inform the manager.
2. If the guest brings his own cake to celebrate his birthday, first ask the guest when he is going to enjoy it and whether he wants to prepare champagne. If it is not ready to be enjoyed, the waiter should mark the cake and send it to the kitchen or bar to be refrigerated. (All preparations must be prepared fifteen minutes before the guest's scheduled time).
3. Prepare utensils: birthday candles, cookie cutters, BB plates, * (the quantity depends on the number of people).
4. Champagne: refer to the service method of champagne.
5. Birthday song: Celebrants in the performance hall should notify the band to play the birthday song five minutes in advance. In the VIP room, notify the DJ five minutes in advance to prepare to play the birthday song on demand. After guests light candles, the lights are dimmed and Happy Birthday is played.
6. Cut the cake: After the birthday person blows out the candles, the waiter should hand over the cake knife, and the birthday person can cut it. Then the waiter will distribute the cake to the guests according to the number of people. (The first one must be given to the birthday person, then other guests).
7. Wish the birthday gentleman/lady "Happy Birthday"! .
8. Tactfully remind guests not to soil the private room with cakes.
(8) Tips for serving drinks
1. Place the drinks and accompanying cups on the serving tray.
2. Hold the tray with your left hand, take out the water glass from the tray with your right hand, and place it in front of the guest.
3. You should signal the guests before pouring drinks.
4. Take the drink from the plate with your right hand, place it on the right side of the guest, and pour 3/4 of the drink into the cup.
5. When pouring drinks, the speed should not be too fast. The label should face the guests and the mouth of the bottle should face the guests being served.
6. When the guests are drinking, they should add drinks to the guests in time.
7. When only 1/3 of the drink in the cup is left, you should ask the guest if he wants to add more drinks.
8. Remove empty cups from guests in a timely manner.
9. When pouring drinks, one bottle of drink is not allowed to serve two guests at the same time.
(9) Tips for ordering drinks and food for guests
1. Stand about 0.5 meters away from the guests. If it is a living room, you need to face the guests.
2. Lean forward slightly, speak in a moderate voice, and do not disturb guests.
3. Patiently introduce the recipes, methods and taste of wine or kitchen products.
4. Allow guests time to consider and do not rush them.
5. Provide corresponding suggestions and help to guests.
6. Ask the customer clearly about the heat of the food they ordered and whether ice is needed for the drinks.
7. Ask guests if they have any special requirements.
(10) Wine testing skills
1. The correct way to test wine:
a Serve in a half-kneeling position with a smile.
b With the thumb of your right hand on top and the other fingers together on the bottom, hold the neck of the bottle and the bottom of the bottle with your left hand.
c Aim the trademark at the customer and show it to the customer for confirmation.
d Use polite expressions: Hello, Sir/Ms., this is the XX wine you ordered. Please take a look. Can you open it for you? (Be careful to speak in a gentle tone and smile)
2. The meaning of wine testing:
a Generally, before the guests drink the more expensive champagne, red wine, and foreign wine, the guests are first asked to test the wine. , so that guests can confirm.
b Wine testing is an important etiquette in drinking service.
c Wine testing shows the thoughtfulness and elegance of service.
d Let guests taste the taste and temperature of the wine to see if it is appropriate.
(11) Wine-pouring skills
1. How to pour wine
①. Table pouring:
Waiter half-kneeling style Stand sideways in front of the guests, hold the bottle with your right hand sideways, and pour the wine into the glass. Specific essentials: open your palm naturally and hold the bottle. The index finger points to the mouth of the bottle and is about 60°C with the thumb. In addition, the middle finger, ring finger, and little finger are basically lined up. Hold the bottle body in conjunction with the thumb. When pouring wine, the mouth of the bottle is in line with the body. The rim of the glass needs to be kept at a certain distance, generally 1 cm is appropriate. Do not place the mouth of the bottle on the rim of the glass or use the wrong method of pouring wine with a high splash. The label on the bottle should face the guests. Pay attention to the amount of wine you pour. Some wines Pour less, and some wines need to be poured more, but not too much; (brandy is IP, red wine is 1/3, mixed wine is 80% full, beer is 80% full, 2% soaked; champagne is 80% full).
After pouring a glass of wine, the hand holding the bottle should rotate clockwise at an angle and retract the bottle at the same time so that the wine droplets remain on the mouth of the bottle and do not fall on the table or on the guests. Then use a towel with your left hand to Wipe the mouth of the bottle with a cloth before pouring wine for the next guest.
②. Holding and pouring
The method is to hold the bottle in one hand, hold the wine glass in the other hand, stand on the right side of the guest, and then pour the wine into the cup. This should be done in a space other than the countertop, and then the filled wine glass is placed on the guest's right hand, and the glass is suitable for non-chilled wine.
2. The etiquette of pouring wine
According to the usual practice, pour the wine into the host's glass first, and then start pouring wine for the whole table one by one after getting the host's approval. Only when pouring beer or When aging red wine, you can hold the glass in your hand without being rude. If a guest drinks two types of wine at the same time, they cannot pour both types of wine into the same wine glass. The opened wine bottle should be placed on the right side of the host.
3. Precautions when pouring wine
a. When pouring wine, guests must see the label of the wine.
b. Champagne and white wine need to be refrigerated. When pouring wine, use a service towel to wrap it. The remaining wine should be immediately returned to the barrel to maintain the temperature of the wine.
c. Different wines have different serving sizes.
d. Corks of aged wines often become moldy and rotten. Pay attention to whether there are any impurities when pouring wine.
e. Try to use a service towel when pouring wine.
f. Add drinks to guests at any time.
(12) Tips for passing drink cards
1. The waiter serves with a smile and a half-kneeling posture.
2. Press the middle of the drink card with the thumb of your right hand, and hold the bottom of the drink card with your left hand.
3. Good evening, Sir/Ms., this is our drink card. Please take a look at what you want to drink tonight.
4. The company logo and name should be facing the guests. When the guest is ready to take it over and read it, quickly open the first page for the guest to take a look.