1. Pre-meal preparation: Before starting work every day, make sure that your hair and clothes are clean and tidy and maintain personal hygiene; Check whether the number of related tableware is ready, whether the related equipment is used normally, keep business normal all day, and the internship report and experience of hotel catering service.
2. Welcome guests: When everything is ready, you should stand at your post to welcome guests before business hours. When guests arrive, take the initiative to greet customers with a sincere and cordial attitude.
3. Submit menus and orders: Help customers order warmly and politely. Make suggestive sales to the guests according to the ordering situation, and respond to the order appropriately to prevent the wrong order, and then complete the computer ordering as soon as possible. After placing an order, briefly introduce some automatic services in the store to remind customers to take good care of their belongings; Finally, don't open the dishes ordered by the guests on the menu. Each one is in duplicate. One copy is taken to the computer to place an order, and the other is used for serving, checking out and keeping the bottom for future reference.
4. Inter-meal service: always pay attention to the customer's dining situation and the countertop situation, such as adding water, changing bone plates and adding vegetables. Pay attention to whether the dishes ordered by customers are orderly and provide help to customers.
5. Catering service: check the dishes according to the computer single core, check the quality of the dishes, and make sure that the weight is not enough, the color is wrong, the temperature is not enough, the ingredients are uneven, the tableware is not clean, and foreign objects in the products are not taken. When serving, serve in a place where there are few guests. Announce the name of the dish every time you serve it. After you announce your name, you should put it neatly on the table. When all the dishes are served, you should explain to the guests: "Your dishes are all served, please enjoy your meal!" The order of dishes should be soup, meat, vegetables, and finally the staple food.
6. Closing: Check the bill amount, report the consumption amount to the customer as "thank you for spending XX yuan", collect the corresponding amount, confirm the last four digits of the bill with the customer, and find the remaining amount in time. If the customer needs an invoice, remind the customer to take the computer receipt to the cashier for collection.
7. Seeing the guests off: When the guests get up and leave, they should be reminded of their belongings and take the initiative to see them off. "Thank you for coming, please take care and welcome to visit next time!" , and then check whether there are any items left by the guests as soon as possible.
8. Finishing after dinner: put the chairs in order, clean the floor, and then clean the countertop safely and quickly to set the table for the next group of guests.
9. Job responsibilities: Strictly abide by the cleanliness requirements, clean all equipment and surfaces at will, and report any problems related to products and equipment to the minister, supervisor or manager in time. And inform the manager on duty when leaving the office, keep smiling when appearing in the lobby in uniform, improve the service quality and leave a deep impression on customers.
Second, the harvest and experience of internship
Work is a kind of beauty and happiness. When I give my guests a warm smile and hear their thanks; When our service is praised and praised by guests; When I took the initiative to see my guests off with a sincere and cordial attitude, the guests showed a satisfied smile ... My heart was as warm and comfortable as the spring breeze. Our work is a wonderful cause. We gain happiness in our work, win respect in our smile, and experience life in our internship.
(A) the internship harvest
1, the improvement of service consciousness
For hotels and other service industries, service quality is undoubtedly one of the core competitiveness of enterprises and the lifeline of enterprises. High-level service quality can not only leave a deep impression on customers and lay the foundation for their coming again, but also make customers feel honored and establish a good brand and image for the enterprise. Through the training organized by the hotel and the intensive practice of various departments at ordinary times, I have exercised my sense of service and developed a good habit of smiling at guests. I have learned to treat guests with standard manners, and I understand the importance of learning a foreign language well.
2. Improvement of service level
After working in the restaurant for several months, I have a certain understanding of the basic business and operation of the catering industry. Politeness is a concentrated expression of a person's comprehensive quality, especially in the catering industry. We should dare to greet people, and do three things in the process of greeting people: mouth to mouth, eye to eye, and heart to eye. We should try our best to meet the requirements of our guests, even if something is not within our responsibility, we should try our best to convey it. Although some unreasonable demands can't be made, we should also refuse them in a euphemistic tone and seek other solutions.
practical experience
1, catering service industry is the window of social civilization.
With the rapid development of social economy and the continuous improvement of people's living standards, the hotel industry has developed rapidly. Although the scale, grade, service level and management quality of catering industry are uneven, from the development and economic benefits of catering industry in recent years, the higher the grade and service quality of catering industry, the higher its operating benefits. Because with the development of economy, people's moral quality and spiritual civilization are constantly improving, and the demand and requirements for this industry are getting higher and higher. So the more upscale the restaurant, the more crowded the guests are. This reflects that the catering service industry has become an important window of social civilization.
2. Service quality is the core of hotel management.
The service quality of catering industry is the central work of daily management of restaurants. All employees should have a sense of quality, and managers should establish the concept of service quality. Only when the concept of quality is firmly rooted can quality be truly regarded as the lifeline of enterprises in daily management.
3. Hotel culture is the soul of hotel management.
The hotel is full of service culture, etiquette culture, regional culture, food culture and poverty alleviation culture. All the staff in the hotel are bosses, and all the guests will depend on the restaurant and its people to a greater or lesser extent when they come to the store. In addition to accepting culture or knowledge in the process of receiving services, they will also ask people in restaurants for help when they encounter difficulties. Therefore, we can say that the hotel is a place full of culture and knowledge. So people who work here must have more knowledge, culture and self-restraint. The guest is tasting a dish, and the waitress in her ear introduces the knowledge about this dish in a sweet voice, including its origin, spread, characteristics, new ideas and so on. This not only increases the fun of tasting dishes, but also allows guests to gain some new knowledge and information, making them feel glad that you are from another level.
In every corner of the hotel, there are polite service personnel, standardized operation, professional smile and polite manners, so that guests are always influenced by etiquette culture. Individuals in society are always influenced by the people around them. As the saying goes, people are divided into groups. Etiquette culture not only improves the quality of hotel people, but also has a beneficial impact on guests and promotes the quality and cultivation of the whole society. There is also a culture called "problem solving", which is the ability to provide knowledge to help guests solve problems. The golden key culture is typical, with satisfaction and surprise, to complete the impossible task.
A few months passed quickly, and my work process was over soon. Looking back, I feel a little nostalgic. The instructions and guidance of the manager, the gentle smile of the supervisor and the waiter who served with us all made me unforgettable. This laid the foundation for me to enter the society in the future, and it is a platform for me to leap from school to society. Thanks to their guidance, I successfully finished the work. After this job, I learned to live and study carefully and how to treat people. On the road of life, I will cherish every opportunity, bravely challenge myself, improve myself and make myself mature.