Section 65438 +0 Scope of Work for Catering Services /2

I. Preparation before service /2

Second, the service work in the process of catering /4

Three. Cleaning after catering service /5

Four. Inspection, cleaning and polishing of service utensils /7

In the second quarter, the duty of the personnel on duty /8

I. Greeters /8

Second, the restaurant waiter /9

Three. Intern/10

Iv. Restaurant food/1 1

Verb (abbreviation of verb) bartender/1 1

Section 3 Daily Duty Requirements/13

I. Walking into the hotel/13

Second, when entering the post/13

Three. At work/13

4. When answering the phone/14

Verb (abbreviation of verb) Working time assigned by superiors to subordinates/15

When intransitive verbs accept superior tasks/15

Vii. Reporting to the superior/16

Eight. When meeting guests or colleagues/16

Nine. Meet guests or superiors while walking/16

X. When a guest asks a waiter/16

XI。 When preparing for work/17

12. When accepting hotel safety management/17

Section 4 Service Guide for Service Personnel/18

I. Instructions for commuting/18

Two. Personal code of conduct/18

Three. Response to guest requirements/19

Four. Guest suggested handling/19

Verb (abbreviation of verb) implementation of sales service /20

Safety precautions in the work of intransitive verbs /20

Seven. Disposal of spills /20

Eight. Damage and loss /2 1

Nine. Lost and found incident handling /2 1

Fifth Festival Hotel's Three Major Disciplines and Six Provisions /22

I. Work Discipline /22

Two. Labor discipline /23

Three. Personnel discipline /24

Four. Code of Conduct /24

Verb (abbreviation of verb) confidentiality clause /26

Intransitive verb property clause /26

VII. Provisions of the People /27

Eight. Accommodation regulations /27

Nine, gleaning /28

Chapter II Manners and Etiquette Requirements 29

Section 1 Instrument of catering service personnel /30

I. Appearance /30

Two. Dress /30

Three. General instrument requirements /32

The behavior of catering service personnel in the second quarter /33

I. General requirements of etiquette /33

II. Expression /33

Three. Standing posture /34

Four. Walking posture /36

Verb (abbreviation of verb) sitting posture /37

Six, squat posture /39

Seven. Gestures /40

Section 3 Politeness in Catering Services /42

I. Polite expressions in catering services /42

Second, the telephone etiquette /45

Three. Smile /46

Appendix:

Compilation of common service terms in restaurants /48

Section 4 Etiquette in Catering Services /52

I. Service Etiquette /52

Second, the handshake etiquette /54

Three. Politeness in conversation with guests /54

Iv. Ordering Etiquette /55

Verb (short for verb) Politeness /56

Chapter III Basic Skills of Catering Service

Section 1 Setting Skills /58

I. Types of countertops /58

II. Basic Requirements for Form Setting /59

Three. Placement methods of various dining tables /60

Four. Seating arrangement /62

Verb (abbreviation of verb) table furnishings /66

The second quarter end plate and tray skills /7 1

I. Basic requirements for end plates and pallets /7 1

Second, the method of end plate and tray /7 1

Iii. Main points of walking with end plates and trays /72

Four, one-handed tray skills /73

Five, two-handed tray skills /74

Six, shoulder support skills /74

Seven, pallet service technicians 5/75

Eight, tray service coffee, tea skills /76

Nine, tray service juice drinks skills /78

Ten, tray service beer skills /78

Eleven, tray cleaning desktop skills /80

Twelve, tray changing skills /80

Thirteen, tray replacement ashtray skills /8 1

Fourteen Precautions for Pallet Service /82

Section 3 Napkin Folding Skills /84

First, the function of napkin folding /84

Second, the basic requirements and arrangement of napkin folding /84

The fourth quarter ordering skills /86

I. Presentation Menu /86

Second, explain the menu to the guests /86

Three. Zero service /88

IV. Recording sequence /89

Section 5 Serving Skills /92

I. Order of Serving /92

Second, the service time /95

Third, the method of serving /96

Four. Requirements for setting tableware /96

Verb (abbreviation of verb) How to serve special dishes /97

Section 6 Sharing Skills/100

1. Serving tools/100

Second, how to use the dish-dividing tool/10 1

Iii. Basic requirements of dishes/10 1

Iv. Method dish/102

V. Dishes in Special Situations/102

Six, cooking skills/103

Section 7 Sprinkler Service Skills/108

I. Bottle Display/108

Ii. chilled/108

Three. The cup slipped/109

Four. Scalding/109

Verb (short for verb) Open a bottle/109

Vi. decanter/1 1 1

Seven, pour wine/1 1 1

Section 8 Destruction Skills/1 16

I. Basic requirements for withdrawal/1 16

Second, Chinese food cancellation/1 16

Third, withdraw western food/1 17

Section 9 Tableware Wipe Skills/1 18

I. Preparation/1 18

Two. Cleaning and placing of tableware/1 18

Three. China/1 18

Four. Wipe the silverware/1 19

Verb (abbreviation of verb) Clean glassware/120

Section 10 Use and storage of cloth towels/12 1

I. Procedures for using cloth towels/12 1

Second, prepare small towels/12 1

Three. Replace small towels/122

Chapter IV Catering Service Procedures and Standards 123

Section 1 General service procedures and standards/124

I. Food Guide Service/124

Ii. room service/125

Three. Soft drink service/126

Four. Change tableware/126

Verb (short for verb) Room service/127

VI. Replacing the ashtray/128

7. Coffee, tea and sugar milk service/129

8. Iced coffee service/129

IX. Dessert service/130

X. closing/130

Xi。 Send the guests away from the restaurant/130

Section 2 Chinese food service procedures and standards/132

I. Cleaning before meals/132

Two. Inspection of facilities and equipment/133

Third, the zero pendulum/134

Greeting guests/135

Verb (abbreviation of verb) leading guest/135

Menu display of intransitive verbs/136

Seven, towel (cloth)/137

Eight, tea set and chopsticks set/137

IX. Perfume towel service/138

X determination of beverage list/139

XI。 Confirmation of food list/139

Twelve. Wine promotion and service/140

Thirteen. Beverage service/145

Fourteen Room service/146

Fifteen. Cigarette service/148

Sixteen. Change tableware/148

Seventeen. Replace the ashtray/149

18. Dessert service/150

Nineteen. Guest desktop cleaning/150

Twenty, checkout service/15 1

2 1. Invoice for guests/153

Twenty-two, send the guests out of the restaurant/153

Section 3 Western Food Service Procedures and Standards/154

I. Welcome guests/154

Second, the band/154

Third, pull up the chair and give up your seat/155

Fourth, spread napkins/155

V. Lighting candles (dinner)/155

6. Promote pre-meal drinks/156

Seven. Drinks before meals/156

Eight, bread and butter/156

IX. Delivery Menu/156

X. Take down the pre-meal drinking cup/157

XI。 The wine list introduces the table wine/157.

XII. Wine/157

Thirteen. Replacement and Placement of Tableware/157

Fourteen Serve/157

Fifteen. Patrol Taiwan Province/158

Sixteen. Dishes removed/158

17. Ask for comments from guests/158

Eighteen. Clean the desktop/158

Nineteen. Promotion of dessert, coffee and tea/159

Twenty, promote after-dinner wine/159

Twenty one. Closing/159

22. Fujian/159

Section 4 Service Procedures and Standards for Cafeterias/160

1. Prepare the cafeteria counter/160

Two. Provide catering services/16 1

Three. Add food/162

Four. Other services/162

Section 5 Bar Service Procedures and Standards/163

I. Preparations before the Opening Ceremony/163

Ii. Guest room service/164

Third, write a wine list for the guests/165

Four. Wine service/165

Verb (abbreviation of verb) provides beverage service for guests/165

Intransitive verbs provide auxiliary services for guests/165

Seven. Check out/165

Eight, farewell guests/166

Section VI Coffee Shop Service Procedures and Standards/167

First, the coffee shop before meals/167

Ii. breakfast service/168

Three. Lunch and dinner service/170

Four. Matters needing attention in coffee shop service/172

Section 7 Service Procedures and Standards for Teahouses/173

I. Preparation before Business/173

II. Services in operation/173 III. Check-out service/175

Section 8 Room Service Procedures and Standards/176

I. Food Ordering and Delivery Service/176

II. Food Preparation/1 77

Three. Room service/178

Four. Matters needing attention in room service/179

Chapter V Catering Emergency Services 18 1

Section 1 Handling of Common Problems in Services/182

A, the guest problem handling/182

Second, the problems caused by the restaurant itself/186

Three. Handling of problems caused by restaurant waiters/188

Section 2 Emergency Treatment/189

I. Handling of Robbery/189

Two. Handling of accidental injuries/189

Three. Fire problem handling/19 1

Chapter VI Introduction to Catering Knowledge 193

The first 1 dish/194

I. Sichuan cuisine/194

Ii. Guangdong/194

Three. Shandong cuisine/195

Iv. Jiangsu Cuisine/196

V. Zhejiang cuisine/196

The intransitive verb Anhui cuisine/197

Seven, Fujian cuisine/197

Eight, Hunan cuisine/198

9. Yunnan cuisine/198

X Shaanxi cuisine/199

Xi。 Tianjin cuisine/199

XII. Beijing a /200

Thirteen, Shanghai cuisine /200

Fourteen Hubei cuisine /200

Appendix:

China Snacks English /202

Drink in the second quarter /206

I. Alcohol /206

Two. Tea /2 10

Three. Coffee /2 12

Four. Other drinks /2 14