1. When welcoming customers, look at each other and let customers feel a warm smile;

2. Employees welcome with friendly words, and do not use repeated mechanical greetings;

3. Guests must be received by a waiter within 5 seconds after arriving at the table;

4. Providing special needs services for the elderly, children and the disabled;

Case: A client with a broken leg in a car accident can't go upstairs for dinner. The store security immediately informed the store manager, who immediately organized six young employees of the food delivery department to go to the underground parking lot and carried the customers from the stairwell to the third floor for dinner with stools. At that time, the customer was moved to tears, and later the customer became a loyal customer of Haidilao.

5. Employees should quickly and accurately deliver the food ordered by the guests to the service room;

6, under the condition of ensuring the satisfaction of the guests, serious service, and strive to do not leak, not leak in the process of operation;

7, equipped with used supplies;

8. The waiter should ensure the accuracy of the bill, pay the bill by singing and give change in advance;

9. Resume the stage setting work in time;

10, do it in time;

1 1, turn off the lights and gas in time;

12, do a good job of normal use and shutdown of the computer before and after meals;

13, handle emergencies and create emotions;

14, do a good job of authorization;

15, emergency plan handling, water, electricity, gas and guests fighting handling;

16. Don't walk in the same area and turn off the desk lamp. Don't turn off the lights until the guests in the same area are finished.

Remarks-Is the waiter's pre-meal preparation in place?

1, 3 pens, spare turnover tableware, lighters or matches, ashtrays and napkins;

2, whether the stove is angry, whether it can strike a light normally;

3. Do not take the initiative to ask customers whether they need invoices;

4. Guests must say thank you when paying the bill;

5. When paying the bill, the guest should bring a cashier clip, put a change bag and send mints;

6. Dealing with all problems should be done at the first time.

The purpose of the above job description is to improve the turnover rate.

Second, the job responsibilities

Towel delivery person:

1. Smile when sending towels to guests, be warm and generous, and ensure the quantity and quality of hot towels (keep the temperature at 80 degrees);

2. Customers should hand in hot towels within two minutes after arriving at the table, addressing Mr. and Ms., and the distribution of towels should be given priority and standardized;

3. The number of towel changes per customer at each table shall not be less than 4 times, and the number of towel changes for customers without special requirements shall not be more than 6 times.

4. Meet the reasonable requirements of customers;

5. Customers must give way and say hello when passing by;

6. Emergency treatment of emergencies, such as breaking tableware and vomiting of guests;

7. Prepare all raw materials and appliances on time.

Cleaning personnel:

1, pick up the guest items and hand them in in time;

2. When welcoming customers, look at each other with friendly words, such as hello, be careful of the slippery road and make customers feel warm;

3, in strict accordance with health standards;

4. Meet the reasonable requirements of customers;

5. Customers must give way and say hello when passing by;

6. Emergency treatment of emergencies, such as breaking tableware and vomiting of guests;

7. Prepare all raw materials and appliances on time.

Courier:

1. Prepare enough clean pallets (50 pieces) and pallet cloth (50 pieces) before standing guard, and keep the pallets clean, and replace them in time if they are dirty;

2. The articles on each tray will not be squeezed and stacked;

3, food delivery students do 6 non-standard: the standard quantity is incorrect, the color is not pure, the shape does not meet the requirements, it is not cooked or hot, the hygiene does not meet the requirements, and the dishes are not embellished;

4. Greet the guests warmly and politely in the process of delivering food to meet the reasonable requirements of customers;

5. Recycle used tableware in time, and don't go back and forth by empty road;

6. Stay upright, wait carefully for the side dishes, pay attention to safety when passing the dishes, be sure to jog quickly, and don't bump into guests or colleagues;

Personnel delivering lemonade, soup and soybean milk:

Check whether it is in place at 1 in the morning, 1 1 and 5: 30 pm;

2. Ensure the quality and hygiene of soup, 80-degree soybean milk and lemonade;

3. Provide soup, soybean milk and lemonade at any time to ensure that the security area is in place and there is no shortage;

4. Keep eye contact with customers, express welcome to customers with friendly words, let customers feel warm smiles and meet their reasonable requirements;

5, lemonade production must be carried out in accordance with quantitative standards;

6, responsible for their own soup pot, soybean milk pot, to ensure clean and tidy;

7, pay attention to the health of the operation site;

8. Meet the reasonable requirements of customers, cooperate with waiters in time, and do a good job in service and closing the table;

Note: the soup should be mixed at any time to avoid waste.

9. Do a good job in the handover and finishing of this group of soup and soybean milk during the low peak period.

Recipient:

1. First, check whether the customer has lost anything in front of the cashier;

2. A table should be closed within 2-3 minutes;

3. Smile or nod politely at the reception and greet with honorific words;

4. Remove the pot ring to reduce noise, protect the tableware, and prepare a towel to wipe the stool at any time;

5. The surface of the dining table is clean, free of oil stains and sundries, and the stool is free of water stains, so as to assist the waiter to restore the countertop;

6, wipe the table water, towels should be replaced in time, keep clean;

7. Ready to close Taiwan, three wet and dry towels and a bucket.

Three, five tones and four diligence

Five tones: Greeting-Answering-Thanks-Apologizing-Sending.

Four diligence: eye diligence-look all the way and listen all around. It is important to pay attention to the various expressions of the guests, such as waving and probing; Be diligent-make people arrive before the sound; Hands-on service-before the guests think and do; Leg Diligence-Speed

Fourth, the waiter should dare to introduce himself to the guests.

This is Xiao Li. Please call me if you need anything.

5. What kind of mental outlook should a waiter have?

Answer: cheerful, optimistic, generous, not cautious, not secretive, honest in appearance, open-minded, enthusiastic, energetic, enterprising and self-motivated;

Everything is enterprise-oriented. There is no mood at work. I am very calm when I meet something. I didn't bother to answer questions when I met the guests.

Note: If the waiter doesn't understand, he just doesn't understand, so don't pretend to be profound.

Where is the Great Wall? You can't answer randomly.

Six, waiter fourteen words polite language

Please, thank you, I'm sorry, hello, goodbye, never mind, welcome.