1. Basic knowledge of waiters

1) Speak standard Mandarin, be enthusiastic, polite, considerate to guests, have a strong sense of responsibility, obey management, cooperate fully with employees in the department, and abide by Employee Code of Conduct, do your job well.

(2) Be proficient in service skills and cleaning standards, and keep equipment in all parts of the department clean, items neat, the air fresh, and the environment elegant.

(3) Stick to your post, do not wander around or chat in irrelevant areas, be loyal to your duties, ensure the safety of guests, conduct frequent inspections, discover problems in a timely manner, solve them, and report to superior supervisors immediately if they cannot be solved.

(4) Responsible for checking the operation of various equipment, and reporting problems to superiors for maintenance projects in a timely manner.

(5) Remind guests to take good care of their belongings, do not reduce the service procedures prescribed by the department without authorization, and make reasonable arrangements according to guest requirements.

(6) When filling in the documents, the handwriting should be clear and neat, and no omissions should be made.

(7) If any leftover items are picked up, they should be handed over to the director or director immediately. The director will then hand them over to the deputy lobby manager of the main station for safekeeping and keep records for future reference. If the guest claims them, they must go through the lobby. Assistant manager, please describe the characteristics of the item in detail (for example, ask the customer to tell the phone number and call for verification), present a valid ID and log in for record before returning it. If no one collects it for a long time, it will be handed over to the company for further processing.

(8) The waiting time for guests to be served is limited to 60 seconds, and must not exceed the specified time, and guests must not be treated coldly.

(9) When guests arrive, they should greet them politely immediately and make reasonable arrangements according to the guests’ requirements

2. What knowledge can the waiter learn

1. You can cultivate your own etiquette and quality. Service personnel must be neatly dressed and dignified when serving. Politeness, kindness, a helpful attitude and a moderate tone of voice when speaking can further increase the beauty of a waiter.

2. You can cultivate your own temper. As a waiter, you have to face consumers with different personalities and social classes every day. To do this job well, you must have a good temper. Service staff must be kind and courteous when serving, and must be very careful in their dealings with others. If an unexpected incident occurs, you should remember to be patient and resolve any disputes with a sincere attitude, based on the principle of "customer first".

3. You can develop your own service level and service capabilities.

Restaurant staff directly face customer service and come into contact with many customers every day, and there are all kinds of customers. Although they are very careful when serving, sometimes it is inevitable that they will be negligent and cause injury to the guests; or everything the service staff does during the service is in compliance with the regulations, but they still cannot satisfy the guests. The restaurant service staff here should adhere to the principle of "customer first" and apologize to the guests for their understanding. As a service staff in a restaurant, you must understand the types of customers so that you can adapt to changes, seize the opportunity, respond freely, adapt to their needs, and provide the best service.

4. Cooperation spirit of waiters

Staff must be serious and responsible and cooperate quickly, so as to make the work smoother. Waiters should not only be able to perform their jobs happily and competently, but also be able to discover and understand the difficulties of their colleagues, and immediately know where and how to assist them. This spirit of active participation and cooperation helps the work go smoothly.

5. Colleagues at work must respect each other and help each other; abide by the rules, not be greedy for money, not deceive guests, and be polite and thoughtful. In this way, you will win the favor of the guests when serving.

3. I need comprehensive training materials on the knowledge, theory and skills of catering waiters

Restaurant waiter type definition: Arrange seats for dining guests, order dishes, and provide various catering Services; banquet design, decoration, layout, etc.

Scope of application: banquet halls, restaurants, bars in restaurants, hotels, cruise ships and other places. Level lines: Beginner, Intermediate, High.

Apprenticeship period: two years, including one year of training period and one year of apprenticeship period. Junior restaurant waiter knowledge requirements: 1. Have junior high school education or equivalent education.

2. Understand the knowledge of restaurant service and reception, and master the dietary requirements of guests of different ages, occupations, and different dining purposes.

3. Understand the customs, religious beliefs and dietary customs of major countries, regions and domestic ethnic minorities in the world.

4. Understand the tastes, cooking methods, production processes and prices of the various dishes provided. 5. Understand the names, origins, characteristics and selling prices of the various alcoholic beverages and beverages provided.

6. Understand the various procedures and requirements in the sales process. 7. Understand the use and storage of various documents.

8. Understand food nutrition and hygiene knowledge, and be familiar with the Food Hygiene Law. 9. Understand the use and classification of commonly used cloths, tableware, wine sets and utensils in restaurants.

10. Master the technical and movement requirements required for skills such as tray and table setting. 11. Master the service procedures for break-up and general banquets.

12. Understand the applicable scope and consumption methods of various dishes, alcoholic drinks, and beverages. 13. Understand the condiments and their characteristics required for various dishes.

14. Have basic knowledge of service psychology. 15. Understand the responsibilities, work procedures and work standards of this position.

16. Master the knowledge of safe use of electricity, gas and fire-fighting facilities. 17. Understand the use and maintenance of commonly used equipment and tools in the restaurant.

18. Understand basic makeup knowledge and general social etiquette and etiquette. Skill requirements: 1. Able to judge the psychology of guests and promote various dishes, wines and beverages.

2. Able to correctly configure and place tableware according to menu requirements. 3. Able to receive individual guests and general banquets in accordance with service procedures.

4. Be able to skillfully carry out tasks such as serving trays, folding flowers, setting tables, pouring wine, serving dishes, and dividing dishes. 5. Able to introduce and recommend dishes, snacks, wines and beverages according to guest needs.

6. Able to calculate selling price accurately and quickly. 7. Ability to correctly use and maintain commonly used machines and equipment.

8. Able to independently handle general issues during the reception process. 9. Be able to speak Mandarin, concise and accurate, and be able to conduct simple work conversations in foreign languages. 10. Be able to guide apprentices in their work.

Intermediate restaurant waiter knowledge requirements: 1. Have high school education or equivalent education. 2. Be familiar with the characteristics of a certain cuisine, the production process and taste characteristics of famous dishes and desserts.

3. Be familiar with the work flow of various restaurant service tasks, as well as the setting, responsibilities, staffing and requirements of each position in the restaurant. 4. Master the knowledge of restaurant layout.

5. Have knowledge of promotion and team management. 6. Master various operating skills in the restaurant.

7. Master the service knowledge and requirements for high and intermediate banquets. 8. Understand the quality standards of dishes, snacks, snacks and drinks provided by the restaurant.

9. Master the knowledge of main products related to the catering industry. 10. Master the preparation and application knowledge of various condiments.

Skill requirements: 1. Ability to judge guest psychology more accurately. 2. Able to prepare general banquet menus according to guest requirements.

3. Able to set up tables for high-end banquets and lay flower tables. 4. Be able to identify the quality of dishes, snacks, alcoholic beverages, and beverages.

5. Able to organize reception services for general banquets. 6. Able to arrange various restaurants according to guest requirements, design and decorate various table types, and master flower arrangement skills.

7. Able to make cocktails and seasonings with free expressions and graceful movements. 8. Be able to correctly use and maintain restaurant furniture, tableware, cloth and audio-visual equipment.

9. Be able to make correct judgments on special situations and guest complaints in the restaurant, find out the causes, and propose solutions. 10. Have certain organizational management and language expression skills.

11. Able to train and guide junior restaurant waiters. High-end restaurant waiter knowledge requirements: 1. Have high school education or above or equivalent education.

2. Master the knowledge of consumer psychology, service psychology and various festivals at home and abroad. 3. Master the special dietary requirements and basic knowledge of dietary therapy for patients with some diseases.

4. Have rich basic knowledge of cooking and master the styles of major cuisines and the production processes and characteristics of famous dishes and desserts. 5. Be proficient in catering industry management knowledge and master marketing and cost accounting knowledge.

6. Master the design and decoration capabilities of various types of banquets (including cocktail parties and buffets). 7. Master the principles, use and maintenance of commonly used air-conditioning, audio-visual and other equipment in restaurants.

8. Have the knowledge to prevent, judge and deal with food poisoning. 9. Understand the regulations, policies and systems related to catering services.

Skill requirements: 1. Able to accurately judge the psychology of guests, quickly understand their intentions, and meet their needs in a timely manner. 2. Able to prepare high-end banquet menus and multi-day group meal menus according to guest needs.

3. Ability to organize, design and direct large-scale high-end banquets. 4. Able to collect guests' opinions, cooperate with kitchen improvement technology, increase color and variety, and adapt to consumer needs.

5. Have the ability to calculate catering costs. 6. Timely discover and eliminate general faults of lighting and commonly used machines and equipment in the restaurant.

7. Ability to properly handle guest complaints and emergencies. 8. Have language and artistic expression skills and emergency service skills, and be able to receive foreign guests in foreign languages.

9. Able to train and guide mid-level restaurant waiters.

4. The six basic skills that a restaurant waiter should possess

The six basic skills of a waiter The basic skills of a restaurant waiter include serving trays, setting tables, pouring wine, serving dishes, and dividing dishes and napkin folding six items 1. Trays 1. Categories and uses Trays include wooden, metal and plastic products and other categories. They can be divided into three specifications: large, medium and small. There are round plates and rectangular plates, large, medium and rectangular plates. They are mostly used to transport heavy objects such as dishes and plates. Various discs are mostly used to pour wine, display drinks, replace bone plates, ashtrays, etc.

In particular, small discs are the most commonly used. Small rectangular plates are mostly used for delivering bills, collecting payments, etc.

2. Operating procedures 1) Disk management: Choose a suitable tray according to the purpose and wipe the bottom and surface of the tray clean. It is best to lay a cloth to prevent sliding. Plating: Generally, the heavier items are at the bottom, the lighter items are at the top, the higher items are on the inside, and the lower items are on the outside.

First put the items on the table and organize the items on the plate. 2) Tray: Gently pull the tray out of the edge of the table, leaving about 15CM on the table, and then lift the bottom of the plate with your left hand. When unloading the tray, you should also place the tray gently and steadily on the edge of the table, then slowly push it onto the table, pull out your left hand, and then pick up and place the items. 3). Support posture A. Light support is also called chest support. Bend the left forearm at a 90-degree angle, with the palm facing upward and the fingers apart, forming a natural concave shape. Apply force at six points. The palm does not touch the bottom of the plate and is held flat on the chest. , when holding lightly, the tray can be placed close to the chest, the wrists should be flexible, and the steps should be brisk. The tray should not go over the head of the guest. Pay attention to the changes in quantity, weight and center of gravity at any time, and move your fingers accordingly. B. Heavy lifting is also called shoulder lifting. Stretch out the five fingers of your left hand, support the bottom of the plate with your whole palm, hold the edge of the plate with your right hand, lift the plate to your chest, turn your wrist upward, and place the tray firmly on your shoulder. Make sure that the bottom of the plate is not resting on your shoulders and not close to the front. Mouth, not leaning back on the hair, swing the right hand naturally or hold the front inner corner of the tray.

2. Spreading the tablecloth 1. The waiter who spreads the tablecloth stands on the side of the main seat, shakes the tablecloth with both hands and spreads it on the table, distinguishing the front and back sides, with the folds of the tablecloth facing up and at equal distances. There are two main methods of spreading the tablecloth. Method: push-pull method and cast-net method 2. Place tableware (wine sets and utensils). After the tablecloth is laid, put the turntable on the large round table, press the rotating shaft in the center of the tablecloth, and set the table in two forms: scattered meals and luxury bags. 3. Pour wine 1. Open the bottle: Any alcoholic beverage must be opened in front of the guest after obtaining the consent of the guest. Different alcoholic beverages have different bottle opening methods: A. Canned alcoholic beverages, and canned alcoholic beverages with gas should be opened before opening. When pulling the ring, the opening should be facing yourself or the outside, and try not to shake it violently. Do not point the opening towards the guests to avoid spraying gas or alcohol onto the guests. B. Bottled beer: Before opening the bottle, wipe the body and bottom of the bottle clean and then place it on the bottle. Use a screwdriver to open it on the dining table, and the movement should be gentle and steady to avoid overflowing of foam. C. Chinese liquor: The movement should be gentle and steady when twisting the cap. It is usually opened at the dining table. Do not open it while holding it in front of your chest, or open it while walking. Unscrew the bottle cap , should be placed on the food preparation table, do not throw it away in a hurry. D. Wine in jars: insert a table knife into the cork and slowly pick it out. Be careful not to break the cork with the table knife to avoid sawdust falling into the wine. , if there is a seal on the mouth of the jar, you can tear it off with your hands before opening it, and do not use fire to avoid the smell produced after burning affecting the taste of the wine. E. Wine: First, wipe the bottle body and mouth clean, and then use a knife to cut along the bottle. Make a circle around the mouth, remove the cover, then use the wine drill to align with the center of the cork, slowly rotate it hard, and stop when it drills into 3/4 of the length of the cork. Do not drill the cork through to avoid sawdust falling into the wine. , when finally drilling, the angle should be straight and the force should be steady. After pulling out the cork, place it in a small plate, then wipe the mouth of the bottle, and then you can pour the champagne for the guests. F. Champagne: first remove the mouth of the bottle Peel off the tinfoil, then cover the mouth of the bottle with a napkin, pick the neck of the bottle with your left hand, tilt the bottle to a 45-degree angle, press the cork with the thumb of your left hand, twist the wire ring at the mouth of the bottle with your right hand, and turn the bottle with your left hand. Move gently and slowly. The air pressure in the bottle will push the cork out. When turning the bottle, do not twist the cork directly with your right hand to prevent it from breaking and making it difficult to remove. When opening the bottle, your hands should be operated under a napkin to ensure safety.

2. Pouring wine A. Pouring order and basic postures: B. The waiter stands on the right back of the guest, leaning forward, with his right foot stretched in front of the two chairs, his left foot slightly on tiptoe, and his left hand holding the tray. Move slightly outward, without leaning against the guest. Use your right hand to pour. Start pouring from the guest of honor first, then the host. If there are two waiters serving at the same time, pour from the guest of honor and the deputy host respectively. Start pouring wine in a clockwise direction at the same time. C. The method of pouring wine is generally divided into two types: table pouring and cup pouring. D. 1) Table pouring: When pouring wine, use your right hand to hold the bottom of the bottle with the label facing outward, and the bottle mouth slightly. Higher than 1-2CM, after pouring, raise the mouth of the bottle to 3CM, rotate it (45 degrees-90 degrees) and then take it away. Go around the table in a clockwise direction. After pouring a cup, move to the next position. Do not pour a cup at the same time. Open the bow left and right in one position E. 2). Pour: Hold the lower half of the glass in your left hand, hold the bottle in your right hand, and pour outside the dining table. After the wine is poured, place the glass on the right side of the guest. Pour is suitable for non-chilled wine F , 3) Pour the amount of wine: 80% full of tea, beer, white wine, 2/3 cup of white wine, 1/2 cup of red wine, 1/3 cup of champagne, wait until the foam disappears, then pour 1/3 Cup 3. Precautions A. Before pouring wine, you should show the trademark to the guests. When pouring wine, hold the lower half of the bottle with your right hand, with the trademark facing down. B. When pouring wine, the mouth of the bottle should not touch the mouth of the cup, let alone pour on the mouth of the cup. It should be raised 2CM.

C. When the wine is poured, do not lift the bottle immediately. You should stop for a moment and slowly turn the bottle inward about 1/4 turn so that the last drop of wine is evenly distributed in the bottle. In the mouth, it will not drip on the tablecloth or guests. D. Control the pouring speed. The smaller the amount of wine in the bottle, the faster the flow rate and the easier it is to rush out of the cup. When beer and soda are mixed, pour the soda first and then the beer.

E. If the wine glass is accidentally knocked over or the wine glass overflows, immediately put a clean napkin on it and pour it again. F. When pouring chilled wine or wine just taken out of the refrigerator, you should hold a clean napkin in your left hand to dry the bottle first or wrap the bottle while pouring. Use a clean napkin to wipe each glass of wine you pour. Dry bottle mouth.

4. Serving 1. Operating position and serving procedures The waiter should serve the dishes on the third person on the right side of the host, and should follow the principle of "right up and right down".

When serving dishes, you should follow the principle of "eight" first and "eight" last, that is: cold dishes first and then hot dishes, meat dishes first and then vegetarian dishes, savory dishes first and then sweet dishes, wine dishes first and then rice dishes, strong dishes first and then Light dishes,.

5. What should the waiter do and what should be paid attention to

As an excellent waiter, his essence is not only a waiter, but also a salesman 1. How to sell : Why should we suggest or promote catering to guests? It can help guests make decisions. Save time, be more efficient, strive for initiative, increase income. Learn more professional knowledge. 2. Instructions for promoters: Pay attention to guests and use better skills to Go and sell. 3. Give a clear suggestion or recommendation: It is very important to recommend specific dishes, which is more effective than general sales. 4. When the guest says "not good": don't mind the guest too much Speak carefully and observe the needs of the guests. 5. Sales language: The voice should be enthusiastic and probing. What drinks do you like to order? (A) If the guest cannot decide, immediately decide to promote the specific meal. (B) Our ** *Very good, would you like to try it? (C) Body language: Stand where the guests see you. (D) Be patient when facing guests. (E) Eye contact (F) Slightly bend your body (G) Smile. In modern hotels, the employees in the catering department all You are a "salesman", not an "order writer". Your efforts in sales can be immediately effective. You should also pay attention to the service to children (A) The portion of children's meals should be smaller. (B) Always use a children's chair. ( C) Knives should not be placed for children to use. (D) Children should not be treated lightly as adults. Call on the elderly or disabled to help them sit or leave their seats. If there are crutches or wheelchairs, they should be put away. Yes Take good care of them and be patient. Give them enough time to eat. Avoid unnecessary accidents. Hold heavy dishes and do not rush. Learn the correct walking posture. Learn how to balance the center of gravity of the tray. Avoid overloading and concentrate.

6. What knowledge should a waiter know?

This is what the service industry is like.

But no matter what, the most basic thing for an excellent waiter is endurance!

No matter how rude the guests are, we cannot get angry, be patient! polite! It's really important.

Think about it from another perspective. A customer always makes trouble for you without reason, but you can still treat him with professional terms and attitude. This shows that your psychological quality is very high! As for the guest, we thought that he must be an uneducated person. I have a good attitude, but I don’t have the same experience as you.

Hehe, in fact, you don’t need to be angry with that kind of person, just do your part and remember your responsibilities at all times. To file a complaint against you, you must first check yourself to see if you really did not do enough. There is no need to get angry when you accuse me out of nothing. What we will think of is that you are jealous that my psychological quality is better than yours, so you are deliberately looking for trouble.

There is no distinction between high and low in any job. I am just a waiter, but I think mentality is the most important. Even if I don't get respect or recognition from others, as long as I do it 100% and I do it wholeheartedly, I don't have to worry about anything.

7. Waiter’s work content

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Original publisher: aai Love 63

Restaurant Waiter Work Process Restaurant Waiter Process and Standards 1. Restaurant Waiter Pre-meal Preparation Work Process 1. Arrive on time, attend the pre-shift meeting, and accept the foreman and manager’s arrangement of meal work layout. 2. After employees enter the workplace, they should set up the sanitary positioning table. If they make a reservation in advance, they should set up the table as required. 3. Clean the floor and the surfaces and dead corners of indoor items. Make sure there is no garbage, no grease, no water marks, no cigarette butts, and no lint on the floor. Clean up after every meal. 4. Check the countertop to see if the tableware is damaged, water-stained, oil-stained or stained, and keep the countertop clean and tidy. 5. The foreman will take care of the disposable items in the meal. After distribution, pay attention to keeping them properly and filing them neatly. 6. Set up a post and prepare to welcome guests. 2. The restaurant waiter’s welcoming work process 7. When the greeter leads the customer to the area, the waiter should smile and nod to say hello. 8. Pull up a chair and give up your seat, add or remove tableware according to the number of customers, hand over the menu to indicate to customers that they will wait a little later, quickly make tea and pour water, and indicate to customers to use tea. Ask customers if they want to order (if they order, act as a customer advisor; if they don't order, they will signal to the customer that they need help).

3. Restaurant waiter’s ordering work process 9. Open the menu, ask customers to read it, and introduce the restaurant’s special dishes, specials, new dishes and drinks (watch the dishes being placed). 10. When recording the dishes and drinks ordered by customers, write down the date, table number, number of diners, and waiter’s name. 11. After the customer has finished ordering, please give the customer the order to confirm what the customer ordered, and then signal the customer that the dishes will be served later. 4. Ordering workflow for restaurant waiters 12. Place an order at the bar and check whether the document is consistent with the pre-order. Any problems will be solved quickly. 5. Restaurant waiter's meal service workflow 13. Quickly and timely deliver the drinks ordered by the customer and disposable chopsticks to the table, solicit the customer's opinions, open the bottle and pour it into the cup. 14. Inspect the dining situation of customers in the area under your control, promptly replenish customer needs, tidy the table, and report the dishes after serving