Chapter I Service Etiquette

Public class

Good appearance, appearance and manners are the basic conditions and requirements for engaging in the catering industry. The manners, mental outlook and gfd of the catering staff will leave a deep impression on the guests and make them feel happy when dining.

From the perspective of personal cultivation, etiquette is the external expression of a person's inner cultivation and quality; From a moral point of view, it is a code of conduct, code of conduct or standard practice for dealing with others; From the perspective of communication, it is an art suitable for interpersonal communication and a way or method of communication; From the aesthetic point of view, it is a form and an inevitable externalization of human spiritual beauty.

First, the basic principles of etiquette:

1. The principle of respect refers to showing sincere respect to others when giving gifts.

2, the principle of equality refers to treat people with courtesy in communication, give and take, neither domineering nor servile.

3. Self-discipline principle: incorporate your own behavior into the rules, and always control your words and deeds with moral beliefs and behavior cultivation standards without the prompt or supervision of others.

4. The principle of tolerance: be tolerant of others and don't care too much about personal faults.

Example: halo effect: some people don't like other people's shortcomings, so they will regard others as useless people; On the contrary, people who have a good first impression of others will think that they must be good in all aspects. This is the halo effect in psychology. Therefore, emphasizing service etiquette, standardizing the behavior of service personnel and decorating the external image is to make the service provider and the service recipient leave a beautiful and profound impression on the service recipient in the initial interaction.

Second, the content of etiquette norms

(1) appearance

Shaping appearance: constantly improve self-cultivation, cultivate self-cultivation, cultivate sentiment, improve aesthetic ability, and at the same time form a positive world outlook, so that you can always maintain a healthy body and mind, an optimistic mood, and be full of spirit and charm in self-confidence, innovation and enterprising.

1, the service personnel should keep smiling, have an affable face, be fresh and tidy, the male employees should keep their beards and cut their nose hair frequently, and the female employees should wear light makeup instead of heavy makeup.

2. The male employee's hair is not covered with collar, and the sideburns are clean and tidy, with no scales and dandruff; Female employees' long hair should be rolled up, short hair should be stuck behind their ears, bangs should not be eyebrows, weird hairstyles and colored hair.

3, no long nails, no dirt in the nails, no colored nail polish.

4. Don't wear any accessories, and don't use hair clips or hair bands with complicated styles and harsh colors. Strong perfume is not allowed.

(2) Instruments

Instrument is a person's appearance or external image. Appearance is not only a matter of personal hobbies, but also a comprehensive reflection of a person's aesthetic taste, mental state, civilization and cultural accomplishment.

The main factors that make up this tool are:

1, natural factors: refers to the natural qualifications of the human body, including facial features, face, hair, skin color, figure, limbs, etc. That is, people often say that looks are mainly determined by genetic factors.

2. External decorative factors: refers to an appearance image formed by decorating oneself through artificial methods such as clothing, beauty and makeup. Therefore, our tooling must be uniform and standardized.

3. Behavioral factors: Behavior is an activity dominated by human thinking, emotion and will, including human posture, expression, behavior and speech.

4. Wear uniform regulations at work. Work clothes shall not be changed at will. Keep it clean and tidy with complete buttons. Don't put too many tools or things unrelated to work in your pocket.

5. When going to work, you must wear the work number plate (the men's work number plate should be worn in the center of the left chest pocket, the left side of the women's work number plate should be flush with the inside of the shoulder strap, and the upper side should be flush with the skirt) and correct and complete.

6. Male and female employees must wear black non-slip leather shoes or cloth shoes, and the shoes must be clean and free of sludge. Male employees wear dark socks, female employees wear stockings, and the upper end of socks is not lower than the skirt hem.

(3) Mode

1, standing posture: stand straight, hold your head up, hold your chest out, lift your hips, stalk your neck, look straight, close your mouth slightly, and smile; Legs are straight, feet are naturally shoulder-width apart, slightly V-shaped, knees are close together, and heels are tight. The center of gravity of the body is between the feet, and the arms naturally droop; Male employees put their hands behind their backs and hold their wrists with their left hands; Female employees put their hands crossed in front of their stomachs, and put their left fingers on the floor with their right hands lightly, so as to keep the best service for guests at any time.

2, sitting posture: when sitting, it should be light and steady, and the action should not be too big and too heavy. After sitting, your head should be slightly raised, your face should be smiling, your eyes should be straight, your shoulders should be flat, and you should hold your chest and abdomen. Your arms droop naturally, put your hands on your knees, palms down, your legs bend naturally, your feet are flat on the ground, your body is straight, don't lean forward and backward, don't slap the armrest casually with your hands, and sit on the chair for two thirds.

3. Walking posture: light and free, the upper body is upright, the body center of gravity leans forward slightly, the head is straight, the eyes are straight, the shoulders are relaxed, the fingers naturally bend, the arms naturally swing, the amplitude is about 35 cm, the outward opening is not more than 30゜, the body leans forward, the center of gravity falls in front of the palms of the feet, the abdomen is lifted, the thighs drive the calves forward, the toes are slightly opened, and the heels land first.

4. Walking route: In the restaurant, the service staff usually walk to the right. When traveling, look at the guests naturally, take the initiative to nod or say hello, and slow down to show politeness, and don't rush with the guests; If you need to overtake the guest in front because of an emergency, you must move gently. You should apologize first: "I'm sorry to bother you", and then speed up overtaking. Never lose your balance or collide with the guests because of your excessive movements.

5. When taking lower items; Don't pout your arms, bend your upper body and lower your head, but squat.